Practice Lab – Resolving cases

Scenario

You are a customer service manager at Contoso Coffee who is validating the case resolution experience for service representatives. In this lab, you resolve a case, reactivate it, and prepare it for a later routing lab. This exercise should take approximately 15 minutes to complete.

Exercise 1 – Resolve and reactivate a case

Task 1 – Resolve a case

1. Use the app selector to open Copilot Service workspace.

2. Select Cases in the site map.

3. Select the My Active Cases view if it isn’t already selected.

4. In the filtering box, enter Coffee Brewer.

5. Open the Coffee Brewer Not Heating case that you created in Lab 1.

6. On the command bar, select Resolve case. You might need to select More commands (…) to find the action.

7. If a message indicates that the case has an open activity, select Confirm. The open activity is canceled when the case is resolved.

8. In the Resolve Case dialog, select Problem Solved for Resolution Type.

9. Enter Guided customer through a reset; brewer began heating for Resolution.

10. Select Resolve.

11. Confirm that the case status is Resolved.

Task 2 – Reactivate the resolved case

Avery reports that the brewer stopped heating again after the reset. Reactivate the existing case to continue investigating the issue.

1. Return to Cases.

2. Change the view from My Active Cases to Resolved Cases.

3. Open the case that you resolved in Task 1.

4. On the command bar, select Reactivate Case. You might need to select More commands (…) to find the action.

5. In the confirmation dialog, select Reactivate.

6. Confirm that the case status is Active.

7. On the Summary tab, change Case Title to Coffee Brewer Still Not Heating After Reset.

8. Select Save & Close.

The active Coffee Brewer Still Not Heating After Reset case is used in the routing lab.