Here are some great resources to learn about Dynamics 365 Customer Service Microsoft Business Applications – Dani Kahil Dataverse – Dani Kahill Overview of all features with links to docs – Dani Kahil Microsoft Learn – Dynamics 365 Customer Service https://learn.microsoft.com/en-us/training/dynamics365/customer-service Case Management – Neil Parkhurst Overview The rest of Neil’s series – more advance…

Allow a user to have delegate to a mailbox so they can track emails from mailboxes other than their own: https://learn.microsoft.com/en-us/dynamics365/outlook-app/enable-delegate-access This enables users to track emails/records from a ‘shared mailbox’ although it needs the corresponding Microsoft 365 account of the shared mailbox to be a user account with the relevant Dynamics 365 licence.