In this video, learn how to use Case Management, Service Level Management, and Knowledge Management.

Case Management

Creating cases

Scenario

You are a Customer Service Manager who has been tasked with trying the new case functionality before rolling it out to your users. In this video, learn how to create a case and create a phone call associated with that case.

Create Cases - You will create a Case record, you will also add a Phone Call activity and then convert the activity to Case.

Creating queues

Scenario

You are a Customer Service Manager (CSM). You need to create queues for the customer service representatives to use for processing cases. In this video, learn how to create multiple queues.

Create Queues - You will create four Queues.

Resolving cases

Scenario

You are a Customer Service Manager (CSM) who has been tasked with trying the new case resolution and reactivation functionality before rolling it out to your users. In this video, learn how to resolve a case and reactive that case.

Service Level Management

Entitlements and templates

Scenario

As a Customer Service Manager, you need to create entitlements and entitlement templates to manage complex service offerings and guide your team in processing cases from various channels. In this video, learn how to create an entitlement with entitlement channels. You will also create an entitlement template and create an entitlement from the template.

Entitlements - You will create an entitlement for your user, this entitlement will allow you to create 50 case through Email channel, 30 Cases through Web channel, 10 Cases each for Twitter and Facebook channels.

Create Entitlement - You will create an entitlement with 100 total terms for customer.

Add Channels to the Default Entitlement - You will add entitlement channels to the default entitlement and then activate the entitlement.

Test the Entitlement - You will test the default entitlement for customer.

Entitlement Templates

In this video, learn how to create an entitlement template that will have 20 free terms and the customer will be able to select the channel they prefer during the entitlement creation.

Create Entitlement Templates - You will create an entitlement template with 20 terms.

Create Entitlement from Template - You will create 20 phone call only entitlement from the entitlement template you created.

Test the Entitlement - You will test the entitlement you created from the entitlement template.

Knowledge Management

Create knowledge articles

Scenario

As a customer care coordinator, you are responsible for instructing the customer service team and providing them with troubleshooting articles to support case resolution. You need to create a knowledge article within Dynamics 365 for Customer Service Hub. In this video, learn how to create a knowledge article, walk through the publishing process and then revise that article.

Knowledge Management - You will create, approve, publish, and revise an internal Knowledge Article for missing parts.

Create Internal Article - You will create an internal Knowledge Article for missing parts.

Approve and Publish Knowledge Article - You will assume the role of the Knowledge Article Approver and Approve the Knowledge Article you created, and then publish it.

Revise Knowledge Article - You will change step 6 of the Knowledge Article you created from Escalate Case to Assign to Manager, and then you will revise the Knowledge Article.

Thank you for watching my video! Stay up-to-date with the latest news and updates from the Dynamics 365 - Customer Service Hub by visiting: https://dynamics.microsoft.com/en-us/customer-service/overview/