Dynamics 365 for BPO is designed with additional features for BPO users in case management

Dynamics 365 for BPO is a Dynamics Customer Engagement (CRM Online) based solution template for the organization managing their customer service using Business Process Outsourcing. This solution extends the out of the box Service workload of Dynamics 365 with additional capabilities for the agents and team manager and administrator personas including: Multi-Line of Business security model, Queue management, Hold management, Tiered Escalation management, enhanced Communication and SLA Management and ticket sharing across lines of business
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