MS Dynamics Cases is a bridge between Microsoft Dynamics Customer Service and LiveChat. The integration connects your contact base from Microsoft Dynamics, mapping the customers by their email. The most important contact info is displayed in the Details section of the Agent Application. Apart from that, the application is also located in Customer Details, and this is where you can search and edit contacts as well as manage cases.
The three tabs in the integration represent its core functionalities:
Contact: is where you can update the info about the customer you’re chatting with. The changes will be automatically reflected in the Microsoft Dynamics dashboard.
Cases: displays the active cases assigned to a given contact. It gives you an overview of all the pending issues a customer might have come to the chat with. You can add a chat transcript to an existing case or create a new one based on the chat transcript.
Search: lets you quickly search for contacts by their email. You can use it to look up a different customer than the one you’re chatting with, and for example, assign a chat transcript to that person.