Exercise (Part V) Anastasia Mochalova, Lehrstuhl für ABWL und Wirtschaftsinformatik, Kath. Universität Eichstätt-Ingolstadt 1

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1 Exercise (Part V) Notes: The exercise is based on Microsoft Dynamics CRM Online. For all screenshots: Copyright Microsoft Corporation. The sign ## is you personal number to be used in all exercises. All exercises should be done in ascending order because some exercises require previous tasks to be finished. Ex.## denotes an exercises in which the referred data was created or updated. Kath. Universität Eichstätt-Ingolstadt 1

2 31) Create a support case from the activity created in ex.7 with the following Details: Case Type: Question Case Origin: Phone Open Workplace, click activities and select the activity needed from the grid by clicking on the subject: Select Convert to Case in the Ribbon: Check the data and click OK: Kath. Universität Eichstätt-Ingolstadt 2

3 Enter the necessary data and click Save or Save&Close in the Ribbon: 32) Create a KB article template with the following data: Title: Standard Procedure-## Description: Use this template to create a procedure that defines the steps for resolving a specific problem. Language: English Section 1: Title: Purpose & Scope Instructions: State why readers should perform this procedure. Section 2: Title: Procedure Instructions: List the steps of the procedure. Section 3: Title: Additional Comments Kath. Universität Eichstätt-Ingolstadt 3

4 Instructions: Provide any additional information that will help readers to complete this procedure. Open Settings, select Templates, then Article Templates and click New: Fill in article template properties and click OK: On the right side click Add a Section, fill in the given data and click OK: Kath. Universität Eichstätt-Ingolstadt 4

5 Repeat the same action for the next sections then save the template: 33) Create and publish a KB article using the following data: Template: Standard Procedure-## (ex.32) Title: Product History Books - ## Subject: default Purpose & Scope: Delivery of information about History Books to clients. Procedure: Provide client with the following information: Our company offers different History Books that have the price for retail clients 50 Euro per book, for wholesale clients 45 Euros per book. We also offer discounts based on the amount of books purchased. Open Service and select Articles: Kath. Universität Eichstätt-Ingolstadt 5

6 Click New to create a new article: Select the template to use and click OK: Kath. Universität Eichstätt-Ingolstadt 6

7 Fill in the given data and click Save in the Ribbon: Click Submit in the Ribbon: Kath. Universität Eichstätt-Ingolstadt 7

8 Click Approve: 34) Create a Service Queue with the following data: Queue Name: Customer Service-## Users (all permissions): CRM## and Test Open Settings, select Business Management and click Queues: Click New: Fill in the given data and click Save: Kath. Universität Eichstätt-Ingolstadt 8

9 Select Actions and click Sharing: Click Add User/Team on the right side: Select the necessary users and click OK: Kath. Universität Eichstätt-Ingolstadt 9

10 Select the records, click Toggle All Permissions of the Selected Items and then OK: Save all the changes. 35) Submit support case from ex.31 to the queue created in the ex.34. Open Service, select Cases and select the needed case by clicking on its name: Kath. Universität Eichstätt-Ingolstadt 10

11 Click Add to Queue in the Ribbon: Select the necessary queue and click OK: 36) Assign the support case from ex.31 from the queue to yourself through Queues view. Open Workplace and select Queues: Kath. Universität Eichstätt-Ingolstadt 11

12 Open View Items available to work on and select the necessary case by clicking on its title: In Select Assign to me and click OK: Kath. Universität Eichstätt-Ingolstadt 12

13 37) Connect the KB article Product History Books - ## (ex.33) to the opened case (ex.31). And create an activity of type Phone Call with the following data: Subject: Delivery of information about History Books. Copy necessary information into description from the KB article (ex.33) Open Service, select Cases and select the needed case by clicking on its name: Open Notes and Articles and use Look Up Articles to find the necessary KB article: Kath. Universität Eichstätt-Ingolstadt 13

14 Open Activities of the case and click Add New Activity Phone Call: Populate the fields with the necessary data and click Save or Save&Close in Ribbon: Kath. Universität Eichstätt-Ingolstadt 14

15 38) Close activity from ex.37 as completed and resolve the case with resolution Information is given to the customer (ex.31) Open Service, select Cases and select the needed case by clicking on its name: Open Activities of the case and select the needed activity by clicking on its subject: Kath. Universität Eichstätt-Ingolstadt 15

16 Click Mark as Complete in the Ribbon: In the Ribbon click Case and select Resolve Case: Fill in the necessary information and click OK: Kath. Universität Eichstätt-Ingolstadt 16

17 39) Create a service contract template with the following information: Name: Service-## Abbreviation: SER## Billing Frequency: Monthly Allotment Type: Number of Cases Service Level: Silver Use Discount as Percentage: No Calendar: every week day from 08 to 20, Saturday from 10 to 17 Open Settings, select Templates, then Contract Templates and click New: Kath. Universität Eichstätt-Ingolstadt 17

18 Fill in the necessary data and save the template: 40) Create a contract based on template Service-## created in ex.39 with the following data: Contract Name: Support for Company-## Customer: Company-## (ex.1) Contract Start Day: today Contract End Day: Bill to customer: Company-## Open Service and select Contracts: Kath. Universität Eichstätt-Ingolstadt 18

19 Click New in the Ribbon: Select your contract template to use and click OK: Kath. Universität Eichstätt-Ingolstadt 19

20 Fill in the necessary data and save the contract: Kath. Universität Eichstätt-Ingolstadt 20