Before you launch a new software such as Dynamics 365 you should ensure that your technical support team knows how to use it!
Please can Microsoft ensure that prior to launching any new software all technical staff who are involved in assisting customers with the software are fully trained in using the software. Business customers do not want to waste hours of their time calling all different Microsoft offices around the world and then having to explain to each individual Microsoft Technical Support Team how to use their own software. This is unacceptable! Please set up a Complaints Department who can deal with complaints from your business customers. Microsoft you made over $89 billion this year I am sure that you can afford to set up a Complaints Department if you really care about your customers.