Study guide for MB-230 Dynamics 365 for Customer Service

Entities

• Customer record — this can be either an account or contact
• Case — schema name is incident. The is the case, CSR, incident. They can be linked
• Resolution Activities — an activity created to hold the resolution reason
• Entitlements — how much support a customer can have e.g. number of cases, time etc
• Entitlement channels — type of service e.g. phone
• SLA — service level agreement
• SLA can be linked to entitlement
• Goals — can track progress of individuals
• Schedule module — allows you find and schedule resources

Case management

• Cases can be known as service, ticket, case, CSR, incident
• Contracts have been replaced by entitlements
• Contracts are still on the case form for backwards compatibility

Cases case be associated with

• Knowledge base articles
• Subjects
• Products
• Entitlements
• Activities (emails, tasks, phonecalls)

Case actions

• New Case
• Resolve Case
• Cancel case
• Save and Route
• Create Child Case
• Add to queue
• Assign
• Do not decrements entitlements
• Run reports

Case Search

• Case fields search = Case number, Case Title (you can add more find fields)
• Search options = string, wildcard *, partial value
• Global search/relevance searches multiple entities
• https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
• Relevance is disabled by default
• Relevance search must be enabled (in System Settings à general)
• Relevance search is done using Azure and copying data to Azure (this is why it must be enabled and you agree to hosting data in Azure)
• Enabling Relevance Search allows all users in the organization to use it.
• Relevance search is text-based, and can search only on fields of type Single Line of Text, Multiple Lines of Text, Option Sets, or Lookups. It doesn’t support searching in fields of Numeric or Date data type.
• Relevance search isn’t available in On Premise only Dynamics 365 online
• User can set the default search experience in their personal options
• Use views to view active, resolved and personal for predefined filter
• Views can apply filters on fields

Convert activities

• Press the convert to on an activity to convert an activity into a case.

Convert to case allows you to specify

• Customer
• Subject
• Case open/closed
• Change the task status to completed
• Origin will be automated selected
• The activity will be automated linked to the case

Resolving cases

• Cases cannot be resolved until all activities are completed
• Deleting a case removes all activities, notes and attachments linked to the case
• Cancelling the case leaves the case and activities for reactivation
• If you resolve a case with open activities, it will cancel those activities
• Queues are used to group or categorise cases (e.g. high priority/low priority)
• Reactivate a case instead of opening a new case for the same issue
• When resolving a case, the resolution activity form pops up
• You cannot edit the resolution activity form
• It will create a new resolution activity for a case
• total time comes from the total time in activities
• Total is not editable
• Billable time is mandatory and editable
• When a case is reactivated the case becomes editable
• The previous resolution activity will be cancelled

Case Routing Rules

• You can view routing rules ran in System jobs
• One active routing rule at one time
• If a second rule is activated the first one will be deactivated
• Routing rules have conditions — If, then statements
• You route to a queue or assigned to a user or team
• After making a rule, you have to activate it
• Case routing rules can be applied in bulk from a view
• Case routing can be applied to a case with Save and route button
• One Routing Rule set can have many rule item

Record Creation and Update Rules

• Automatic creation and update rules can automatically create records
• Only one creation rule can be active, if you active a rule it will deactivate other rules
• Source type cannot be changed once selected and saved
• Workflows run to create records as necessary
• One rule per source type e.g. email, phone call, task, social activity, service activity, appointment
• If you choose different source type you get different

Parent/Child Cases

• Case closure settings à settings à service management — Parent child case settings
• Select attributes which will be inherited from parent to child case
• Closure preference
• Select attributes which will be inherited from parent to child case
• Closure preference

BLANK — Parent/child cases are closed independently

Close all child cases when parent case is closed

Don’t allow parent case closure until all child cases are closed

• View — Active Cases with Parent Child Status
• Create Child case button on case
• You can see child cases on case relationship section — Child Cases
• On a list view of cases the button Associate Child Cases allows you to link multiple child cases

Merge cases

• Multiple cases created, merge into one
• Merging a case, combines related activities and cancels other cases
• Merging cases will leave only one case
• You can merge up to 10 cases at one time
• Child cases become children of the merged case
• The status of a merged cases is Merged
• You can only merge a child case into another child case if they share the same parent case
• You can see merged cases in Case relationships a Merged cases
• You can only merge a child case into another child case if they share the same parent case
• You can see merged cases in Case relationships a Merged cases