In this chapter, you saw several examples and entities involved in the Service module for Dynamics CRM 2016. You also learned how to configure the Interactive Service Hub, and how to use and navigate the Interactive Service Hub. You understood how customer service representatives can use Dynamics CRM 2016 to track phone calls, raise a service ticket or case, and then resolve the customer's problem. In addition, we walked through how customer service managers can utilize Dynamics CRM 2016 to serve their customers and assign cases effectively.

In the next chapter, we will cover the Marketing module of Dynamics CRM. We will focus on the entities, processes, and dashboards that are available for managing the Marketing division of any organization by using real-world examples.