Learning Path 4 - Module 1: Explore Dynamics 365 Customer Service

Practice Lab 4.1 - Create and manage cases in Dynamics 365 Customer Service

Lab Setup

Estimated Time: 10 minutes

Instructions

If not open already, open the Dynamics 365 Customer Service Hub application.
Using the navigation on the left, select Cases.
On the Command Bar, select the + New button to create a new case record.
Complete the new case record as follows:
- Case Title: Item arrived Damaged (Your Initials)
- Customer: George Cao
Select the Save button to save the record and leave it open.
Using the Timeline, select the Plus Sign Icon, to create a new activity.
From the menu that appears, select Phone Call.
Set the Subject field to Return Call and leave the rest of the fields as is.
Select the Save and Close button.
On the Phone to Case Process, select the Identify stage.
Select the Next Stage button to advance to the Research stage.
Select the X on the Research stage fly out window so you can continue working.
On the Timeline, select the Phone Call activity you created earlier. Select Close activity to complete the activity.
On the Close Phone Call screen, select the Close Phone Call button.
Verify the activity updates to Closed.
On the Phone to Case Process, select the Research stage, and select the Next Stage button to advance to the Resolve stage.
On the Resolve stage, select the Finish button to complete the business process flow.
On the Command Bar for the case record, select the Resolve Case button.
On the Resolve Case window, set the Resolution field to Knowledge Article.
Select the Resolve button to complete the process.