Case
The core record in Dynamics 365 Customer Service — one unit of customer trouble, with status, priority, owner, SLA, and resolution lifecycle.
A case in Dynamics 365 Customer Service is the core record representing one unit of customer trouble — a question, complaint, service request, or incident. Each case carries a customer, subject, description, priority, status, owner, queue, attached entitlement and SLA, and a resolution. Cases are created from email, chat, voice, web form, social, SMS, WhatsApp, or by an agent manually. They route through Unified Routing to agents based on skills, capacity, queues, and SLAs. The lifecycle moves Active → Resolved → Cancelled, with optional parent/child relationships for complex investigations. Case timeline accumulates every interaction; knowledge articles attach inline; Copilot summarises and drafts responses. Cases are the unit of customer-service work and the source of most customer-service analytics.