Practice Lab – Creating cases

Scenario

You are a customer service manager at Contoso Coffee who is preparing the case management experience for service representatives. In this lab, you create the customer, product, case, and activity records used in this and later labs. This exercise should take approximately 20 minutes to complete.

Exercise 1 – Open Copilot Service workspace

In this exercise, you open the representative application used to manage cases.

Task 1 – Open Copilot Service workspace

On the Dynamics 365 apps page, select Copilot Service workspace.
If another Dynamics 365 application is open, use the app selector to open Copilot Service workspace.
If the Trial dashboard is displayed by default, select the Customer Service Rep Dashboard tab.

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

Select Accounts in the site map.
Select + New on the command bar.
Enter Relecloud for Account Name and 555-0100 for Phone.
Select the Details tab.
Select Consulting for Industry.
At the top of the record, expand the caret next to the owner name. Enter $5,000,000 for Annual Revenue and 250 for Number of Employees.
Select Save & Close.

Task 2 – Create Contacts

Select Contacts in the site map.
Select + New on the command bar.
Enter Avery for First Name.
Enter Howard for Last Name.
In the Account Name field, search for and select the Relecloud account that you created in Task 1.
Select Save & Close.

Task 3 – Create Subject

Use the app selector to open Copilot Service admin center.
Select Case Settings in Customer Support.
In the Subjects section, select Manage.
On the Subject tree page, in Subject tree management, select the ellipses and then select +Add.
Enter Maintenance for Title.
Leave Parent subject blank, turn on Visibility if it isn’t already on, and then select Save and close.

Task 4 – Create Product

Use the app selector to open Power Platform Environment Settings.
Select Product Catalog in the Business section of the site map.
Select Families and products.
On the command bar, select Add Product.
Enter Contoso Coffee Pro 100 Brewer for Name and CC-P100 for Product ID.
Select Quantity for Unit Group.
Select Quantity for Default Unit.
Select 0 for Decimals Supported.
Select Save.
On the command bar, select Publish, and then confirm the action.

Task 5 – Create Case

Avery is calling to report that the coffee brewer isn’t heating. Create a case to track the issue.

Use the app selector to return to Copilot Service workspace.

Select Cases in the site map.
On the command bar, select + New Case.
Enter Coffee Brewer Not Heating for Case Title.
In the Customer field, search for and select the Relecloud account that you created in Task 1.
In the Subject field, select Maintenance.
At the top of the record, expand the caret next to the owner name, and then select Phone for Origin.
In the Product field, search for and select Contoso Coffee Pro 100 Brewer.
Enter Coffee brewer does not heat water in the Description field.
If the enhanced quick case form is displayed, select Save and close, and then open the Coffee Brewer Not Heating case to continue on the full case form.
Select the Details tab.
Select Problem from the Type drop-down field.
Select Save.
Select the Summary tab. In the timeline, select +, and then select Phone Call.
Enter Further details for Subject.
Select Outgoing from the Direction drop-down field.
Ensure that your user record is set for Call From.
In Call To, remove Relecloud, and then add the Avery Howard contact.
Select 15 minutes from the Duration drop-down field.
Select tomorrow’s date and 9:00AM for Due.
Select High from the Priority drop-down field.
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

Due to the coffee brewer issue, Avery requests that her company, Relecloud, be put on an ongoing maintenance plan to prevent further coffee brewer issues in their office. Record the request as an incoming phone call.

Select Accounts in the site map.
Select the Relecloud account that you created in Exercise 2, Task 1.
In the timeline, select +, and then select Phone Call.
Enter Annual Maintenance Required for Subject.
Select Incoming from the Direction drop-down field.
Ensure that the Relecloud account is set for Call From.
Ensure that your user record is set for Call To.
In the Description field, enter Relecloud requests an ongoing maintenance plan for its coffee brewers.
In the Duration field, enter 15 minutes.
Select today’s date for Due.
Select Save and Close.

Task 2 – Convert Phone Call activity

In the timeline, select the Open Record icon for the phone call that you created.
On the command bar, select Convert To > To Case. (You might need to select More commands (…) to find Convert To.)
In the Convert to Case dialog, confirm Relecloud is selected as the Customer.
In the Subject field, select Maintenance.
Select Convert.
Review the case that was created. Note that the customer is set to Relecloud and the origin is set to Phone.