Practice Lab – Routing cases

Scenario

You are a customer service manager at City Power & Light who has been tasked with trying the new case routing functionality before rolling it out to your users. In this lab, you will create record creation rules, and case routing rules and test how they work.

Exercise 1 – Configure record creation rules

Task 1 – Enable a case to be created from an email in a queue

1. Open the Customer Service Hub app.

2. Click on Service at the bottom of the Site Map in the left-hand navigation and select Service Management.

3. Click on Automatic record creation and update rules in the Case Settings section.

4. Click + New located on the command bar.

5. Enter [your prefix ex. mollyc] + Create case for support email for Rule name, select the Support queue you created for Queue to monitor, and select Email for Activity type to monitor.

6. Click Save.

7. In Step two: conditions to evaluate and actions to take, click + New.

8. Enter High priority emails for Condition name.

9. Click on Add and Add row .

10. In the left-hand side of the condition, select Priority (Email)

11. Select Equals for the operator.

12. In the right-hand side of the condition, select High.

13. Click Save and open Power Automate.

14. If prompted to connect to Dataverse, click Continue.

15. Expand the Create a record (don’t rename this step) step.

16. Set the Case Type to Request.

17. Set the Priority field to High.

18. Click Save and close the Power Automate browser tab.

19. Click Close in the Record Creation and Update Rule Item dialog.

20. In Step three: additional actions to take after matching with a condition, set Automatically reply to email to Yes.

21. In Select email template, search for and select Case Auto Response.

22. Click Save.

23. Click Activate.

24. Click Activate.

25. Due to the lack of administrative access to email mailboxes, you will not be able to test this rule.

Exercise 2 – Basic routing

Task 1 – Configure basic routing rule set

1. Open the Customer Service Hub app.

2. Click on Home at the top of the left-hand side navigation.

3. Click on Service at the bottom of the Site Map in the left-hand navigation and select Service Management.

4. Click on Routing Rule Sets in the Case Settings section.

5. Click + New located on the command bar.

6. Enter [your prefix ex. mollyc] + basic case routing rules for Name.

7. Click Save.

8. Click + New Rule Item.

9. Enter Problem for Name.

10. Click on Add and Add row.

11. In the left-hand side of the condition, select Case Type (Case).

12. Select Equals for the operator.

13. In the right-hand side of the condition, select Problem.

14. Select Queue for Route To.

15. Search for and select the Gold queue you created in the earlier lab.

16. Click Save & Close.

17. Click + New Rule Item.

18. Enter Maintenance for Name.

19. Click on Add and Add row.

20. In the left-hand side of the condition, select Subject (Case).

21. Select Equals for the operator.

22. In the right-hand side of the condition, select Maintenance.

23. Select Queue for Route To.

24. Search for and select the Silver queue you created in the earlier lab.

25. Click Save & Close.

26. Click + New Rule Item.

27. Enter Questions and Requests for Name.

28. Click on Add and Add row.

29. In the left-hand side of the condition, select Case Type (Case).

30. Select Equals for the operator.

31. In the right-hand side of the condition, select Question and select Request.

32. Select Queue for Route To.

33. Search for and select the Bronze queue you created in the earlier lab.

34. Click Save & Close.

35. Click Save.

36. Click Activate and click Yes.

Exercise 3 – Route cases

Task 1 – Route cases

1. Open the Customer Service Hub app.

2. Click on Home at the top of the left-hand side navigation.

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

4. Enter your prefix ex. mollyc in the Filter field.

5. Open the Defective Screen Not Resolved case you created.

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

7. The following message should be displayed This record is not added to any queue.

8. Click OK.

9. Click Save & Route and click Route.

10. Open the Defective Screen case again.

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

12. The case will be have been routed to the Gold queue because its Case Type is set to Problem.

13. In the case view, click to the left of the Service Required case to select it.

14. Click Apply Routing Rule and click Route.

15. Open the Service Required case.

16. The case will be have been routed to the Silver queue because its Case Subject is set to Maintenance.