Demo - Set up Customer Service environment

Note: This is a required prerequisite to the students completing Module 1, Lab 1, Creating Cases. You may choose to do this demo as a live demo, or you may complete this demo prior to the course starting. If your students are encountering errors finding the products and data in Module 1, Lab 1, please confirm that you have done these steps correctly.

Scenario

In this demo, you will create one product and two case subjects. Students will use these records as their demo data for Module 1, Lab 1.

Exercise 1: Create demo data

Task 1: Create products

1. Navigate to the Apps section. Select Field Service.

2. When the app opens, navigate to the areas and switch to Settings.

3. Select Products. Click New Product.
   • For Name, enter JBO Top D. Hifi.
   • For Product ID, enter 12345.
   • Choose Default Unit for Unit Group.
   • Choose Primary Unit for Default Unit.
   • Enter 0 for Decimals Supported.

4. Select Save.

5. Select Publish.

Task 2: Create Case Subjects

1. Select Field Service at the top of the screen to open the list of available applications.

2. Select the Customer Service admin center.

3. In the Customer support section, select Case settings.

4. Under Subjects, select Manage.

5. Under Subject tree management, select +Add.
   • Enter Service for Title.
   • Leave Parent subject blank.
   • Select Save and close.
6. Select +Add again to add another subject.
   • Enter Maintenance for Title.
   • Select Service for Parent subject.
   • Select Save and close.