Dynamics 365 licensing is changing. Microsoft Learn content may reflect either the updated branding or earlier branding during our period of transition. For more information about these licensing changes, see Dynamics 365 Licensing Update.
The Dynamics 365 Customer Service solution allows organizations to manage and resolve issues that customers are encountering. In a traditional scenario, you would perform case management by using the core components of Customer Service. One of those core components is entity record routing, which is explained in this module.