Exercise - Create and resolve cases in Dynamics 365
This example goes through the steps to create a phone call activity, convert it to a case, resolve the case, and then reactivate, modify, and resolve the case.
Create a phone call activity
Your first task is to create a phone call activity by following these steps:
Launch Dynamics 365 Customer Service workspace.
When Customer Service workspace is open, select the Site map icon.
In the navigation pane, select Activities.
In the Command bar, select the Phone Call button.
Complete the phone call as follows:
Subject - Issue with Delivery
Call From - Your user's name
Call To - Rene Valdes (if you have a different dataset, choose a contact that you have in your list)
Direction - Outgoing
Regarding - A. Datum Corporation (if you have a different dataset, choose an account that you have in your list)
Select the Save button to save the phone call and leave it open.
Convert the phone call activity to a case
Next, you convert the phone call activity to a case.
On the command bar, select the Convert To button.
From the menu that appears, select To Case.
In the Convert to Case window, select the following options:
Customer - A. Datum Corporation (or whichever account you selected)
Open the new case - Yes
Change the task status to Completed and close the form - Yes
Select the Convert button.
Leave the newly created case open so that you can use it in the next task.
Resolve the case
To resolve the case, follow these steps:
On the case forms command bar, select the Resolve Case button.
In the Resolve Case dialog, select Information Provided for the Resolution Type.
In the Resolution box, enter Emailed customer.
In the Billable Time dropdown list, select 15 minutes and then select Resolve.
Reactivate, modify, and resolve the case
Your final task is to reactivate, modify, and resolve the case.
On the navigation pane, select Cases to return to cases.
Select the dropdown arrow next to My Active Cases. From the menu, select the My Resolved Cases view.
In the My Resolved Cases view, select the Issue with Delivery case that you resolved.
On the command bar, select the Reactivate Case button.
When the Reactivate Case screen opens, select the Reactivate button.
On the Phone to Case business process, select the Identify stage.
Select the Next Stage button to advance to the Research stage.
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 then select the Link this article to the current case icon.
On the Phone to Case business process, select the Next Stage button until you're at the Resolve stage.
On the Resolve stage, select Finish.
On the command bar, select the Resolve Case button.
On the Resolve a Case resolution window, in the Resolution field, enter Talked to customer and sent a new part.
In the Billable Time field, enter 1 Hour.
Select the Resolve button to resolve the case.