Practice Lab – Queues

Scenario

You are a customer service manager at City Power & Light. You need to create queues for the customer service representatives to use for processing cases. In this lab, you will create a create multiple queues and add cases to activities to queues.

Exercise 1 – Create Queues

In this exercise, you will create four queues.

Task 1 – Create Queues

1. Open the Customer Service admin center app.

2. Click on Queues in the Customer support section.

3. Click Manage in Basic queues area.

4. Click + New located on the command bar.

5. Enter Support for Name and select Public for Type, and enter [your prefix ex. mollyc] + .support@test.invalid for Incoming Email.

6. Click Save.

7. Click + New.

8. Enter Bronze for Name and select Private for Type.

9. Click Save.

10. Click + New.

11. Enter Silver for Name and select Private for Type.

12. Click Save.

13. Click + New.

14. Enter Gold for Name and select Private for Type.

15. Click Save.

16. Click Queues under the Customer support section.

17. Select the My Active Queues view.

18. You should now see a private queue that was created for your user automatically, the public queue, and three private queues that you created in this lab.

Task 2 – Add cases to queues

1. Open the Customer Service Hub app.

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

3. Select the Service Required case you created in the earlier lab.

4. Click Add to Queue located on the command bar.

5. Enter Bronze in the Queue field, click on the lookup icon and select the Bronze queue you created.

6. Click Add.

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

8. Select the Defective Screen case you created in the earlier lab.

9. Click Add to Queue located on the command bar.

10. Enter Support in the Queue field, click on the lookup icon and select the Support queue you created.

11. Click Add.

12. Click Queues under the Service section.

13. Change the view from Items I am working on to All items.

14. You should see the Service Required case listed for the Bronze queue.

15. Change the queue selector from Queues I’m a member of to All Public Queues.

16. You should see the Defective Screen case listed for the Support queue.

17. Change the queue selector to All Queues.

Task 3 – Perform actions on queue items

1. Click Queues under the Service section.

2. Change the view from Items I am working on to Items available to work on.

3. Change the queue selector to Queues I’m a member of.

4. You should see the Service Required case listed for the Bronze queue.

5. Click to the left of the case in the queue to select it.

6. Click Queue Item Details located on the command bar.

7. Note that Worked By is blank.

8. Click Close

9. Click to the left of the case in the queue to select it.

10. Click Pick located on the command bar.

11. Leave the Also remove the item(s) from the Queue option set to No, and click Pick.

12. Change the view from Items available to work on to Items I am working on.

13. Click to the left of the case in the queue to select it.

14. Click Queue Item Details located on the command bar.

15. Note that Worked By is set to your user.

16. Click Close.

17. Click to the left of the case in the queue to select it.

18. Click Release located on the command bar and click Release.