Practice Lab – Queues

Scenario

You are a customer service manager at Contoso Coffee. You need to create queues that service representatives can use to process cases. In this lab, you create public and private queues, add cases to queues, and work with queue items. This exercise should take approximately 20 minutes to complete.

Exercise 1 – Create queues

In this exercise, you create four basic queues. Unified routing is configured in a later lab.

Task 1 – Create queues

Use the app selector to open Copilot Service admin center.
Select Queues in Customer support.
On the Queues page, select Manage for Basic queues.
On the command bar, select + New.
Enter Support for Name, select Public for Type, and enter support@crmdemo.dynamics.com for Incoming Email.
Select Save & Close.

Note: A later lab reviews email record-creation configuration without requiring you to send an email to this address.

On the command bar, select + New.
Enter Bronze for Name and select Private for Type.
Select Save.
In the Members section, select Add Existing User, and then add your user account. (Because you are the owner, your account may already be listed - you do not need to re-add it if it already appears in the list.)
Select Save & Close.
Repeat steps 7-11 to create the following private queues and add your user account as a member of each queue:

Silver
Gold

Return to the Basic queues list, and then select the My Active Queues view.
Confirm that the list includes the Support, Bronze, Silver, and Gold queues.

Task 2 – Add cases to queues

Use the app selector to open Copilot Service workspace.
Select Cases in the site map.
Select the Annual Maintenance Required case that you created in Lab 1.
On the command bar, select Add to Queue.
In the Queue field, search for and select the Bronze queue.
Select Add.
Return to Cases.
Select the Coffee Brewer Not Heating case that you created in Lab 1.
On the command bar, select Add to Queue.
In the Queue field, search for and select the Support queue.
Select Add.
Select Queues in the site map.
Select the All Items in Selected Queues view, and then select All Queues in the queue list.
Confirm that Annual Maintenance Required is listed for the Bronze queue.
Confirm that Coffee Brewer Not Heating is listed for the Support queue.

Note: If either case is missing, return to Lab 1 and confirm that the case exists, and then repeat the applicable Add to Queue steps.

Task 3 – Perform actions on queue items

Select Queues in the site map.
Select the Items available to work on view.
Select Queues I’m a member of in the queue list.
Confirm that Annual Maintenance Required is listed for the Bronze queue.
Select the checkbox next to the case.
On the command bar, select Queue Item Details.
Confirm that Worked By is blank.
Select Save & Close.
Select the checkbox next to the case.
On the command bar, select Pick.
Leave Also remove the item(s) from the Queue set to No, and then select Pick.
Select the Items I am working on view.
Select the checkbox next to the case.
On the command bar, select Queue Item Details.
Confirm that Worked By is set to your user.
Select Save & Close.
Select the checkbox next to the case.
On the command bar, select Release, and then confirm by selecting Release.
Confirm that the case no longer appears in Items I am working on.