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 Dynamics 365 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, 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 [your prefix ex. mollyc] + 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 [your prefix ex. mollyc] + Jane for First Name.

4. Enter Doe for Last Name.

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

6. Click Save & Close.

7. Click + New located on the command bar.

8. Enter [your prefix ex. mollyc] + Jon for First Name.

9. Enter Doe for Last Name.

10. Enter your prefix ex. mollyc in the Account Name field, click on the lookup icon and select the account you created in Task 1.

11. Click Save & Close.

Task 3 – Create Case

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

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

3. Enter [your prefix ex. mollyc] + Defective Screen for Case Title.

4. Click on the Subject field and expand Service and select Maintenance.

5. Enter your prefix ex. mollyc 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 your prefix ex. mollyc 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 [your prefix ex. mollyc] + 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. Enter your prefix ex. mollyc in the Search this view field, click on the lookup icon and select the Jon Doe contact you created in Task 2.

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

4. Enter [your prefix ex. mollyc] + Service required for Subject.

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

6. Ensure that the Jon 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 Jon

9. Click into the Duration field and type 10 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. Enter your prefix ex. mollyc and select the Jon Doe contact you created in Task 2.

5. Click on the Subject field and expand Service 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.