Exercise - Use queues to manage case workloads
Scenario
Your company wants to better use Dynamics 365's queue functionality. They want to ensure that all representatives have access to a Queue call support. The support queue is where most cases are directed. Representatives should know how to place items into the queue, claim responsibility for items on the queue, and resolve items. This exercise demonstrates that information to you.
Learning objectives
At the end of these exercises, you'll be able to accomplish the following objectives:
Create Dynamics 365 Queues
Use Queues to Resolve Cases
High-level steps
Create Queues for:
Support
Gold
Silver
Bronze
Work through a Queue Item's Lifecycle
Create the support, gold, silver, and bronze queues
Open the Customer Service Admin center application.
Using the navigation on the left open the Queues area.
On the Queues page, select Manage next to Basic Queues.
Select the New button to create a queue.
Configure the queue as follows:
Name: Support
Type: Public
Save and Close the Support Queue.
Select the New button to create a Queue.
Configure the Queue as follows:
Name: Gold
Type: Public
Save and Close the Gold Queue.
Repeat the steps to create a Silver and Bronze queue.
Use queues to manage queue items
In a different browser tab in the same browser session, open the Customer Service workspace application.
Select the Site Map icon in the upper left corner (Next to the Home tab).
From the menu that appears, select Cases.
In the list of My Active Cases, select the box on the A mineral Build Up in Water Supply case.
Press the CTRL key on your keyboard and select the following cases:
Coffee machine not working
Milk container is not fitting
On the command bar, select Add to Queue.
In the Queue field, select the Support queue, and then select Add.
Using the Customer Service workspace Site Map, navigate to Queues.
Using the dropdown arrow, change the Queue Item Filter view to Cases Available to Work On.
Using the dropdown arrow, change the Queue filter to Support.
Select the check mark column next to the A Mineral Build Up in Water Supply case title to select it.
On the command bar, select the Pick button.
On the Pick screen, confirm the selection by selecting the Pick button.
Using the dropdown arrow, change the Queue item filter view to Cases I am Working On.
Open the A Mineral Build Up in Water Supply case.
On the Timeline, select the Create a timeline record button.
From the menu that appears select Phone Call.
Configure the Phone Call as follows:
Subject: Checking in with Claudia
Leave everything else alone
Select Save and Close.
Using the Site Map, navigate to Queues.
Change the items that are displayed to:
Filter Item: Cases I am Working On
Queue Filter: Support
Select the check mark column next to the A Mineral Build Up in Water Supply case title to select it.
On the command bar, select the Release button.
Using the drop-down arrow, change the queue item filter view to Cases available to Work On.
Select the check mark column next to the A Mineral Build Up in Water Supply case title to select it.
On the command bar, select the Pick button.
On the Pick screen, confirm the selection by selecting the Pick button.
Using the drop-down arrow, change the queue item filter view to Cases I am Working On.
Open the A Mineral Build Up in Water Supply case.
On the command bar, select the Resolve Case button.
If you're prompted to close open activities, select the Confirm button.
On the Resolve a Case resolution window, in the Resolution field, enter Talked to customer and sent a new part.
Select Resolve to resolve the case.
Using the Customer Service workspace Site Map, navigate to Queues.
Change the items that are displayed to:
Filter Item: All Items
Queue Filter: Support
Notice that the A Mineral Build Up in Water Supply is no longer in the support queue.
Change the queue filter to all queues.
Notice it's no longer in any queue since it has been resolved.