Catalogue › Customer Service

Customer Service

Use it in Copilot Cowork: download the Customer Service plugin for Copilot Cowork and upload it in Cowork under Customize > Plugins > Upload plugin. How to install.

Dynamics 365 Customer Service and Contact Center delivery: case lifecycle, queues and routing, SLAs and entitlements, knowledge, email-to-case, digital and voice channels, service agents and Copilot, and service analytics.

Layer Module

Lead role modelled Customer Service Consultant

Subject lead Robert Peledie

Agent charter .claude/agents/customer-service.md

Install

Claude Code:

/plugin marketplace add SimonFoote-greensparx/d365forge
/plugin install customer-service@d365forge

ChatGPT and Codex: add this repository as a plugin marketplace, or copy this folder into .agents/skills/ in your project.

Skills

Skill What it covers Status

customer-service:case-lifecycle-design Designs the Dynamics 365 case lifecycle, covering case types and categories, status reasons, resolution and reopening, parent and child cases, merging and business process flows. Use when deciding how a case moves from creation to closure, rationalising legacy statuses, or choosing between child cases and linked cases. reviewed

customer-service:digital-and-voice-channels Plans digital messaging and voice channels for customer service with Dynamics 365 Contact Center and the Customer Service workspace, covering chat, SMS and social messaging, telephony provider choice, and call recording and retention as a compliance gate. Use when adding chat or voice or choosing a telephony route. reviewed

customer-service:email-to-case Designs email-to-case in Dynamics 365 Customer Service, covering support mailboxes, server-side sync, queue mailboxes, automatic record creation and update rules, and the controls that stop reply chains creating duplicate cases. Use when turning shared support inboxes into cases or fixing duplicate, missing or junk email cases. reviewed

customer-service:knowledge-management Designs the knowledge article lifecycle in Dynamics 365 Customer Service, covering templates, authoring ownership, review and approval, publishing, expiry, translation and feedback. Use when setting up knowledge for agents, portals or Copilot, migrating existing articles, or fixing stale and duplicated content. reviewed

customer-service:queues-and-routing Designs how cases and conversations reach the right agent in Dynamics 365 Customer Service, choosing between basic queues and unified routing and shaping workstreams, classification and assignment rules, capacity and presence. Use when setting up queues, choosing push or pick, or fixing stranded or misrouted work. reviewed

customer-service:service-agents-and-copilot Plans Copilot and AI service agents in Dynamics 365 Customer Service, starting with knowledge readiness, then agent-assist features, then narrowly scoped autonomous agents with human hand-off and governance. Use when choosing which Copilot features to enable, preparing knowledge sources, or scoping an autonomous service agent. reviewed

customer-service:service-analytics Defines the service metrics that matter and how Dynamics 365 Customer Service reports them, using built-in historical and real-time analytics, Power BI and Dataverse data. Use when choosing service KPIs, designing supervisor and leadership dashboards, or working out why service figures disagree between reports. reviewed

customer-service:slas-and-entitlements Designs service level agreements and entitlements in Dynamics 365 Customer Service, covering SLA KPIs, applicable and success conditions, business hours, pause rules, warning and failure actions, and entitlement terms. Use when turning contract commitments into timers or deciding what support a customer is owed. reviewed

Skill	What it covers	Status
`customer-service:case-lifecycle-design`	Designs the Dynamics 365 case lifecycle, covering case types and categories, status reasons, resolution and reopening, parent and child cases, merging and business process flows. Use when deciding how a case moves from creation to closure, rationalising legacy statuses, or choosing between child cases and linked cases.	reviewed
`customer-service:digital-and-voice-channels`	Plans digital messaging and voice channels for customer service with Dynamics 365 Contact Center and the Customer Service workspace, covering chat, SMS and social messaging, telephony provider choice, and call recording and retention as a compliance gate. Use when adding chat or voice or choosing a telephony route.	reviewed
`customer-service:email-to-case`	Designs email-to-case in Dynamics 365 Customer Service, covering support mailboxes, server-side sync, queue mailboxes, automatic record creation and update rules, and the controls that stop reply chains creating duplicate cases. Use when turning shared support inboxes into cases or fixing duplicate, missing or junk email cases.	reviewed
`customer-service:knowledge-management`	Designs the knowledge article lifecycle in Dynamics 365 Customer Service, covering templates, authoring ownership, review and approval, publishing, expiry, translation and feedback. Use when setting up knowledge for agents, portals or Copilot, migrating existing articles, or fixing stale and duplicated content.	reviewed
`customer-service:queues-and-routing`	Designs how cases and conversations reach the right agent in Dynamics 365 Customer Service, choosing between basic queues and unified routing and shaping workstreams, classification and assignment rules, capacity and presence. Use when setting up queues, choosing push or pick, or fixing stranded or misrouted work.	reviewed
`customer-service:service-agents-and-copilot`	Plans Copilot and AI service agents in Dynamics 365 Customer Service, starting with knowledge readiness, then agent-assist features, then narrowly scoped autonomous agents with human hand-off and governance. Use when choosing which Copilot features to enable, preparing knowledge sources, or scoping an autonomous service agent.	reviewed
`customer-service:service-analytics`	Defines the service metrics that matter and how Dynamics 365 Customer Service reports them, using built-in historical and real-time analytics, Power BI and Dataverse data. Use when choosing service KPIs, designing supervisor and leadership dashboards, or working out why service figures disagree between reports.	reviewed
`customer-service:slas-and-entitlements`	Designs service level agreements and entitlements in Dynamics 365 Customer Service, covering SLA KPIs, applicable and success conditions, business hours, pause rules, warning and failure actions, and entitlement terms. Use when turning contract commitments into timers or deciding what support a customer is owed.	reviewed

Credit and licence

Created by Simon Foote and Robert Peledie as part of D365Forge. The skills are licensed under CC BY 4.0: use them freely, including commercially, and credit Simon Foote and Robert Peledie when you share or adapt them. NOTICE.md gives the wording.