Entities in the Service module

The following are the entities provided by Dynamics 365 for the Service module. Let's take a look at each of these entities:

• Case: This represents a problem reported by a customer and the activities that the customer service representatives need to take to resolve it. The case forms the core of service management for Dynamics 365. A case is sometimes also referred to as an incident, ticket, or issue.
• Knowledge base: This provides a process for submitting, approving, and publishing articles about an organization's products and services. It helps the customer service representatives to find information about products and services, and solutions for customers.
• Queue: This acts as a hold container for work items; for example, you can queue the cases that are to be resolved.
• SLAs: These represent the features of Dynamics 365 that can be used for configuring metrics to attain a service level. An SLA is the time taken to solve a support request.
• Entitlements: Entitlements represent the level of support that is available to an eligible customer.
• Service calendar: This is a scheduling component in Dynamics 365, used to view and manage the service activities.