Practice Lab – Creating cases

Scenario

You are a customer service manager at City Power & Light who has been tasked with trying the new case functionality before rolling it out to your users. In this lab, you will create new customer cases and create a phone calls associated with the cases.

Exercise 1 – Navigate to Dynamics 365 Customer Service Hub

In this exercise, you will navigate to the Dynamics 365 Customer Service Application.

Task 1 – Navigate to Customer Service Hub app

1. Navigate to Access https://admin.powerplatform.microsoft.com/environments.

2. Select the CustomerService Trail environment.

3. Click Open.

4. You should be in the Customer Service Hub app. If you are in a different app, click on the name of the app in the top left of the application next to Dynamics 365 and from the list of published apps, select the Customer Service Hub app

5. You should now be showing the Dashboard view.

Exercise 2 – Create case

In this exercise, you will create an Account, a Contact, a Subject, a Product, and a Case record. You will also add a Phone Call activity to the case.

Task 1 – Create Account

1. Click on Accounts in the Customers section of the sitemap.

2. Click + New located on the command bar.

3. Enter Relecloud for Account Name.

4. Click Save & Close.

Task 2 – Create Contacts

1. Click on Contacts in the Customers section of the sitemap.

2. Click + New located on the command bar.

3. Enter Jane for First Name.

4. Enter Doe for Last Name.

5. Enter Relecloud in the Account Name field, click on the lookup icon and select the account you created in Task 1.

6. Click Save & Close.

Task 3 – Create Subject

1. Open Customer Service admin center app. If you are in a different app, click on the name of the app in the top left of the application next to Dynamics 365 and from the list of published apps, select the Customer Service admin center app

2. Click on Case settings in the Customer support section of the sitemap.

3. Click Manage in the Subjects area.

4. Click +Add for Subject tree management.

5. Enter Maintenance for Title.

6. Click Save & Close.

Task 4 – Create Product

1. You should be in the Power Platform Environment Settings app. If you are in a different app, click on the name of the app in the top left of the application next to Dynamics 365 and from the list of published apps, select the Power Platform Environment Settings app.

2. Click on Product Catalog in the Business section of the sitemap.

3. Click on Families and products.

4. Click Add Product from Command bar.

5. Enter JBO Top D. Hifi for Name and Enter HBO for Product ID.

6. Enter Quantity for Unit Group and Default Unit.

7. Click Save.

8. Click Publish from Command bar and confirm.

Task 5 – Create Case

Make sure you are in the Customer Service Hub app.

1. Click on Cases in the Service section of the sitemap.

2. Click + New Case located on the command bar.

3. Enter Defective Screen for Case Title.

4. Click on the Subject field and select Maintenance.

5. Enter Relecloud in the Customer field, click on the lookup icon and select the account you created in Task 1.

6. Select Phone from the Origin drop-down field.

7. Enter JBO in the Product field, click on the lookup icon and select the JBO Top D. Hifi product.

8. Enter Laptop display is too bright in the Description field.

9. Click on the Identify stage in the business process flow.

10. Enter Jane Doe in the Find Contact field, click on the lookup icon and select the Jane Doe contact you created in Task 2.

11. Select the Details tab.

12. Select Problem from the Type drop-down field.

13. Click Save.

14. Click on the Identify stage in the business process flow, and select Next Stage.

15. Select the Summary Tab. In the Timeline, click on +, and select Phone Call.

16. Enter Further details for Subject.

17. Select Outgoing from the Direction drop-down field.

18. Ensure that your user record is set for Call From.

19. Ensure that the Jane Doe contact is set for Call To.

20. Select 15 minutes from the Duration drop-down field.

21. Select tomorrow’s date and 9:00AM for Due.

22. Select High from the Priority drop-down field.

23. Select Save & Close

Exercise 3 – Create case from an activity

In this exercise, you will create a Phone Call activity and then convert the activity to a Case.

Task 1 – Create Phone Call activity

1. Click on Contacts in the Customers section of the sitemap.

2. Select the Jane Doe contact you created in Task 2.

3. In the Timeline, click on +, and select Phone Call.

4. Enter Service required for Subject.

5. Select Incoming from the Direction drop-down field.

6. Ensure that the Jane Doe contact is set for Call From.

7. Ensure that your user record is set for Call To.

8. In the Description field, enter Annual service needs to be scheduled for Jane

9. Click into the Duration field and type 15 minutes.

10. Select today’s date for Due.

11. Select Save and Close

Task 2 – Covert Phone Call activity

1. In the Timeline, click on the Open Record icon for the phone call you just created.

2. Click Convert To located on the command bar [Note:you may need to click on the ellipsis (…)] and select To Case.

3. Click on Customer field in the Convert to Case window.

4. Select the Jane Doe contact you created in Task 2.

5. Click on the Subject field and select Maintenance.

6. Click Convert.

7. Review the case that was created. Note that the customer is linked to the contact and the origin is set to Phone.