Benefits of Customer Service Form for Non-Retail Dynamics 365 for Finance and Operations Users

By - April 19, 2019


I’m often asked about the easiest way to find information about customers in Microsoft Dynamics 365 for Finance and Operations. How do you find information about orders the customer has placed? What products has the customer ordered?  One often overlooked feature of Dynamics 365 for Finance and Operations is the Customer service screen available in the Retail module.  The Customer service is designed to enable users to quickly access order-related data and answer common order-related questions.

While this form was developed for use with retail call centers, it has many applicable uses by clients in a variety of industries, and clients who do not use call centers.  The information provided in this one form, as well as the flexibility to access customer details, makes this is a feature applicable to many clients using Dynamics 365 for Finance and Operations. In this article, we will review three of the features of this form that are helpful for non-retail users.

Viewing Customer Information

The Dynamics 365 Finance and Operations Retail module provides a user-friendly customer service form that makes it easier for users to locate customer accounts and review all of the related customer order data and attributes.  The benefits also extend to introducing the system to new users, making acclimation to the new functionality easier and smoother by providing one source for customer order detail information.  Having all this information available from one screen is particularly  useful when new users are being trained.

From the Customer service form, a user can view a customer’s contact information, sales orders, and the lines associated with each sales order, as shown in the screenshot below. Accessing this same information in the Accounts receivable or Sales management module requires opening multiple forms and applying filters.

Creating New Records

Additionally, while on the Customer Service form, the Action Pane on the includes convenient buttons to the standard forms for creating new customers, sales orders, and return orders.  This is more efficient and centralized than creating these records from the various forms for in the Accounts receivable and Sales modules.

Accessing Cases and Notes

 The Customer service form also provides quick access to all the documentation on open and closed case activity for the customer (shown in the screenshot below), as well as any notes on the customer account. This is particularly valuable when answering a customer’s questions because you have a comprehensive view of the customer’s recent activity and needs.

I recommend adding the Customer service form to your Favorites in the Dynamics 365 for Finance and Operations navigation pane. Quick and easy access to this form will streamline daily work.

Learn More

Want to learn more about Dynamics 365 for Finance and Operations? Visit for eLearning courses and information about our hosted training classes in Denver! You can also contact our Microsoft Dynamics experts at RSM (855) 437-7201.

Sharon Flatley




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