Exercise - Use queues to manage case workloads

Completed

The Labs and exercises in this module work best when you have some sample data to work with. Depending on if the environment, you're working with, you may want to install some sample data to assist with exercises. Dynamics 365 does provide the ability to add sample data as needed. If the environment you're working in doesn't have any sample data installed, follow the steps below to install the sample data into your environment.

Before you begin, to achieve the maximum effect of this lab and the other labs included with this course, it's recommended that you have some sample data to work with. If the instance that you're working with doesn't have any sample data, you can use the following steps to add the stock sample data to your system.

1. In a new browser window, navigate to Power Platform admin center.

2. Using the navigation on the left, select the Environment that you want to install the sample data to.

3. On the command bar at the top, select the Settings button.

4. Locate and expand the Data management heading.

5. Select Sample Data.

6. If the sample data isn't installed, select the Install Sample Data button. (It might take a few minutes for the data to appear, but you can continue to use your application while it installs).

7. Select Close.

Scenario

Your company wants to better use Dynamics 365's queue functionality. They want to ensure that all agents have access to a Queue call support. The support queue will be where most cases will be directed. Agents should know how to place items into the queue, claim responsibility for items on the queue, and resolve items. This exercise will demonstrate 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.

Estimated time to complete this lab: 15 to 20 minutes

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

1. Open the Customer Service Hub application.

2. Using the navigation on the left open the Service Management area.

3. Using the navigation, select Queues under Case Settings.

4. Select the New button to create a queue.

5. Configure the queue as follows:

   • Name: Support

   • Type: Public

6. Save and Close the Support Queue.

7. Select the New button to create a Queue.

8. Configure the Queue as follows:

   • Name: Gold

   • Type: Public

9. Save and Close the Gold Queue.

10. Repeat Steps 5 through 6 to create a Silver and Bronze queue.

Use queues to manage queue items

1. Using the navigation on the left, switch from the Service Management area to Service.

2. Select the wrench to select cases.

3. In the list of My Active Cases, select the information on the Product (sample) case.

4. Press the CTRL key on your keyboard and select the following cases:

   • Damaged during shipment (sample)

   • Shipping Time information (sample)

5. On the command bar, select Add to Queue.

6. In the Queue field, select the Support queue, and then select Add.

7. Using the Customer Service Hub Site Map, navigate to Queues.

8. Using the drop-down arrow, change the queue filter to Support.

9. Using the drop-down arrow, change the Queue Item Filter view to Cases Available to Work On.

10. Select the check mark column next to the Information on the product (sample) case title to select it.

11. On the command bar, select the Pick button.

12. On the Pick screen, confirm the selection by selecting the Pick button.

13. Using the drop-down arrow, change the queue item filter view to Cases I am Working On.

14. Open the Information on the product (sample) case.

15. On the Timeline, select the Create a timeline record button.

16. From the menu that appears select Phone Call.

17. Configure the Phone Call as follows:

    • Subject: Checking in with Tom

    • Leave everything else alone

18. Select Save.

19. Using the Customer Service Hub Site Map, navigate to Queues.

20. Change the items that are displayed to:

    • Filter Item: Cases I am Working On

    • Queue Filter: Support

21. Select the check mark column next to the Information on the product (sample) case title to select it.

22. On the command bar, select the Release button.

23. Using the drop-down arrow, change the queue item filter view to Cases available to Work On.

24. Select the check mark column next to the Information on the product (sample) case title to select it.

25. On the command bar, select the Pick button.

26. On the Pick screen, confirm the selection by selecting the Pick button.

27. Using the drop-down arrow, change the queue item filter view to Cases I am Working On.

28. Open the Information on the product (sample) case.

29. On the command bar, select the Resolve Case button:

30. On the Resolve a Case resolution window, in the Resolution field, type Talked to customer and sent a new part.

31. In Billable Time, enter 1 Hour.

32. Select Resolve to resolve the case.

33. Using the Customer Service Hub Site Map, navigate to Queues.

34. Change the items that are displayed to:

    • Filter Item: All Items

    • Queue Filter: Support

35. Notice that the Information on the product (sample) is no longer in the support queue.

36. Change the queue filter to all queues.

37. Notice it is no longer in any queue since it has been resolved.