Exercise - Manage cases in Microsoft Dynamics 365
Dynamics 365 for Customer Service enables an organization to service their customers in many ways depending on the specific needs of the customer, the organization's service model, and other determining factors. One of the main features of the customer service solution is its case management capabilities.
The purpose of this hands-on lab is to introduce working with Dynamics 365 case management features including using the Customer Service Hub, working with parent-child cases, and merging cases.
Learning objectives
At the end of these exercises, you'll be able to accomplish the following:
Configure parent-child case settings
Use Customer Service Hub to identify any high priority phone cases
Work with parent and child cases
Merge two cases together
Before you begin
The first thing that you want to do is configure Dynamics 365 parent child case settings to allow you to add some child cases. You want to ensure that, when parent cases are closed, all child cases will be closed as well. Before this can happen, you need to ensure that this behavior is configured.
Configure parent-child case settings
While you're working in Customer Service Hub, use the application navigation on the left to select the Service Area at the bottom.
From the menu that appears, select Service Management.
Under Case Settings, select Parent and Child Case Settings.
From the Available Attributes box, verify the following attributes are selected:
Case Type
Case Title
Contact
First Response By
Entitlement
Priority
Select the value then select the >> button to add it to the Selected Attributes list.
Select the Specify closure preference box and select the Close all child cases when parent case is closed option for easily closing similar cases.
Select the Save button to save the parent-child case settings.
Scenario
You work for a company that provides help desk support for its customers. Your organization uses Dynamics 365 Customer Service Hub to manage your daily activities and caseloads. At the beginning of your shift, you were told that the company is falling behind on the phone support cases lately. You need to make getting caught up on phone support cases a priority. Start with the high priority phone cases first.
High-level steps
- Use Customer Service Hub to identify any high priority phone cases.
- Add a Phone Call follow-up activity to a case.
- Add a child case for an existing case.
- Use a knowledge article to resolve a case.
- Close a parent and child case.
- Merge two cases together.
Detailed steps
Use Customer Service Hub to identify high priority cases
In Dynamics 365 Customer Service Hub, use the navigation on the left to select Dashboards under the My Work group.
On the right side of the screen, select the down arrow next to the This quarter data range. From the menu that appears, select Custom Time Frame.
Set the period as follows:
Start Date: January 1 of the current year
End Date: December 31 of the current year
Select the Apply button.
On the command bar, select the Show Visual Filter button.
Locate the Case Mix (By Origin) chart and select the Phone slice.
In the Cases by Priority chart, select the Normal category.
Locate the Required Service (Sample) case, select the down arrow to verify the customer is A. Datum Corporation (Sample).
Select the Required Service (sample) case to open it.
On the record Timeline, select the add activity (+) button.
From the menu that appears, select Phone Call.
Complete the phone call record as follows:
Subject: Follow-up call
Call From: "Your user record"
Call to: Rene Valdes (sample)
Direction: Outgoing
Duration: 15 Minutes
Priority: Normal
Regarding: Required Service (sample)
Select the Save and Close button to save the activity.
Leave the Required Service (sample) case record open for now.
Create a child case from an existing case
As you're working on this case, Rene also mentions they're unable to verify any solution you work on will work because they're unable to sign in. They need to have their password reset for this item. You need to capture this issue in a child case.
On the command bar, select the Create Child Case button.
In the Quick Create form, complete the child case as follows:
Case Title: Required Service - Password Reset
Case Type: Problem
Origin: Phone
Select the Save and Close button to save the child case.
To view associated child cases, select the Case Relationships tab.
Under the Child Cases sub grid, select the Required Service - Password Reset case to open it.
Select the Details tab. The parent case will appear under the Additional Details section.
Navigate back to the parent case by selecting the Required Service (sample) case hyperlink in the Parent Case field.
In the Related section to the right of the case record, select the Knowledge Base Search (book) icon.
Select an article from the article suggestions and select the Link this article to the current case icon.
To verify that the article was linked to the case record, select the Case Relationships tab.
The article appears in the Associated Knowledge Records subgrid.
On the Phone to Case business process flow, select the Next Stage button until you are at the Resolve stage.
On the Resolve stage, select Finish.
On the command bar, select the Resolve Case button to resolve the parent case.
Select Confirm to reiterate your decision to resolve the case.
Within the Resolve Case window, type Went on site to fix the issue for the Resolution.
Change the Billable Time field to display 1 Hour.
Select the Resolve button to resolve the parent case along with any related child cases.
Select the Case Relationships tab to verify that any child cases are also resolved.
Merge duplicate cases
You're discussing some open cases with a colleague and realize that you're both working on the same issue for the same customer. As you don't want to have duplicate case information in your system, you decide to merge the cases.
In the navigation pane on the left, select Cases.
In the Search bar (next to the funnel icon on the right), enter the text Product and press the Enter key on your keyboard.
Select the check mark and hold down the Ctrl key to select these cases:
Product catalog requested (sample)
Product question (sample)
In the command bar, select the Merge Cases button.
In the Merge Cases window, select the check mark next to the case named Product catalog requested (sample) to set it as the primary case and select the Merge button.
Select OK.