Click Advanced Settings > Settings > Data Management > Bulk Delete.
In Bulk Record Deletion, click New.
In the Bulk Deletion Wizard, provide the following criteria:
Click Next to run the Bulk Delete. You will notice that all the logs from the Bulk Delete are removed except for the one which was created to delete the system jobs.
For example, if English is the base language, its possible to install a French Language Pack and then users will be able to view Dynamics 365 in French Language.
Before using Language Packs, Language Pack must be enabled in Dynamics 365 instance.
User can select their User Interface and Help language under Personalization Settings.
Click Advanced Settings > Settings > Administration > Languages.
Here you can see all the languages available by default.
Let us say we would like to enable “French” language. So select the option and click Apply.
NOTE: This feature will take several minutes and during the process, other people in the organization may not be able to use Dynamics 365. So, make sure you time it properly.
Once the feature is enable, please note that every user can change the display language for items such as menus and dialog boxes, by setting Personal Options.
Go to Languages tab and set you preferred User Interface Language and Help Language. Check what changes you see in the system!
Bonjour! Can you spot the difference?
Go to Service Management > Article Template, from the Customer Service Hub.
Perform the following steps:
Now, click Service > Knowledge Articles. Create a new knowledge article based on a template.
Once Created Approve and Publish the KB Article so that it is available in search.
Go to an open case, in the related section, click on the Knowledge Based Search icon, and try searching for the KB Article.
If you find the article click Link to link it with the case. You can also Email the article as well to the customer.
NOTE: Use the new Knowledge Article Template entity. The old Article Templates have been depreciated and no longer in use.
In the Customer Service Hub, change the area to Service Management. Then select the option Article Templates.
There are three ways to search KB Articles:
In the app, select a case by navigating to Service > Cases. In the Related section (also known as Reference panel), select Knowledge Base Search and search for knowledge articles using keywords in the search box.
In the app, go to Service > Knowledge Articles, and select the search box to search the knowledge base using keywords.
Select the Search icon on the navigation bar to do a global search for knowledge base articles. Global search lets you use Categorized search or Relevance search.
There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the solution.
Note the following points:
Go to Cases in Customer Service Hub and select the cases to be merged. The Merge icon will now be displayed in the ribbon. Click Merge.
Select the case that the other cases will be merged into. Review the cases and corresponding customers before you merge the cases. You can’t undo this action. Click Merge.
Once merged, check the status of other cases, they should be in Cancelled state.
Open the active case and check if all the activities have been merged.
Also check the Case Relationships tab.
You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In such a situation you can create a parent case, identify similar cases and link them as child cases. You can provide a solution to your customer and finally close the parent case and choose if you want to automatically close the associated child cases.
Following are some points to note regarding Parent-Child cases:
Click Advanced Setting > Settings > Service Management > Parent and Child Case Settings.
In Case Settings:
NOTE: When you select <Blank>, which is default, all cases (parent or child) have to be closed independently.
In this example, we will select the second option, i.e. “Close all child cases when parent case is closed”.
To test the settings, create a Parent Case and some Child cases. Then resolve the parent case and notice the result on child cases. They, all will be closed simultaneously.
Similarly choose another setting in Parent and Child Case Settings and see what results you get!
Automatic Record Creation and Update Rules allow creating records automatically when specific criteria is met.
The source type can be:
You need to activate the rules before they can be utilized.
It is also possible to send the created record to a specific queue.
There are different Record Creation Conditions available for each Source Type.
When an existing contact send an email with Subject that contains keyword such as “high”, the system should automatically create a Case with High priority and send it to High Priority Case Queue.
We are going to discuss how we can setup a mailbox in exchange and tie that to a support mailbox in Dynamics 365. When people send an email to this mailbox, a case will automatically be created by the system. We can then use a workflow to assign this new case to a queue or team.
Please note for this to work you’ll have access to Office 365 Admin Center and Dynamics 365 for Customer Service Hub.
The first thing we’re going to do is setup a mailbox in exchange, this is also where we will define the email address for the support mailbox.
Once the mailbox has been created remember to add members to the mailbox by selecting the mailbox and clicking ‘edit’ adjacent to Members.
You might get the following message and there may be some waiting time before changes can take effect.
Now we need to add a queue in Dynamics 365, where we will tie this exchange mailbox to the queue by using the support email address. This will be the place where the emails will be tracked in Dynamics 365 after they are received in the exchange mailbox.
Click on the mailbox under ‘Email Settings’ to open the mailbox. We will now configure the incoming and outgoing mailbox settings.
In one of our previous posts we discussed how you can implement case routing rules (Episode 17). Let’s say you are converting a case from an activity, then you might want to apply the routing rule automatically. For that you can configure Automatic Record Creation and Update Rules.
In Dynamics 365, go to Advanced Settings > Settings > Service Management > Automatic Record Creation and Update Rules.
Click New, specify the following fields and click Save:
Next, Specify Record Creation and Update Details, by specifying the following fields and conditions and action:
Name: Create High Priority Case
Condition: Email description contains “high” or “urgent”.
Action: Create Case. (Set the Properties such as Description, Priority, Owner, etc.)
Activate the Rule.
Now when an email is sent to the designated mailbox, a case is automatically created and is routed to the respective queue.
Open the case to check if all the fields that were mapped are populated correctly such as Name, Description, Priority, etc.
Case Routing Rules can simplify the life of case service agents and service managers by automatically assigning cases based on specific requirements or conditions.
Few Points about Case Routing Rules:
We have a customer who would like to get response in:
So based on the priority, cases must be assigned to a queue, i.e.:
In Dynamics 365, go to Advanced Settings > Settings > Service Management > Routing Rule Sets.
Create a New Routing Rule Set, say “Assign Cases With Priority To Specific Queue” and Save.
Now, let us add Rule Items (by clicking on the + icon), say:
Note the condition and action in the following screenshot for High Priority. Similarly the conditions and actions are setup for Normal priority and Low priority cases.
Once the Rule Items are created, you can Activate the Rule Set. The Status changes to Active state.
Now go to cases, select multiple cases (with varying Priorities) and click Apply Routing Rule.
Once the routing rules are applied, go and check the Queues.
NOTE: There are more parts to it like queues, automatic case creation and update, etc. We will try to cover that in upcoming episodes.
In Dynamics 365, click Cases in Customer Service Hub.
Search for the case logged in by the customer, i.e. “Not able to qualify Leads in Microsoft Dynamics 365”
Open the case. You can click Assign to change the owner to a support engineer, say “Kelly Krout” in this example.
When the user Kelly Krout looks into “My Active Cases”, she will see the case that has been assigned to her for resolution.
Kelly now opens the case and there is step by step business process to guide Kelly on how to go about resolving the case, for example: Identify > Qualify > Research > Resolve.
So to get past the Identify stage, Kelly fills out the necessary case details. In this example Kelly discusses the case with the customer and specifies necessary details such as Contact, Description and Type of the case.
Kelly Adds a Phone Call activity in the timeline to record the conversation she had with the Customer.
After gathering required information, Kelly moves the case to the next stage, i.e. Qualify.
In this example, there is no Entitlement attached to the customer, Kelly moves case to the Research stage.
Since Kelly has already identified the issue, she can look for a similar case or a related KB article or even assign the case to a consultant to get the right resolution. In this example, Kelly has taken an online session with the customer to basically resolve the issue.
So Kelly Adds a Task to record the online session, i.e. the resolution in this case. Note that Kelly also provides duration for the task.
Since the task is complete, Kelly closes the task and marks as complete in the Timeline.
So Kelly has now resolved the issue, she can change the state of the case to Resolve and click Finish to mark it complete.
For the final step click Resolve Case. The system will automatically calculate the Total Time. You can also overwrite the Billable Time and click Resolve.
There are three ways to create a Case in Dynamics 365:
On the Customer Service Hub, click the New (+) button on the menu bar and select Case. This will open the Quick Create form for a Case.
Please note that you cannot use quick create for all the records in Dynamics 365, but most of them.
Fill out the information and click Save and Close.
This is the fastest way to create a case in Dynamics 365 by a support engineer. The case will now be available under Active Case, which you can also see on your Dashboard and can be further worked upon.
If you open the case you can specify more details.
To create a Case using Case Form you need to go to the entity Cases and then click New Case.
This will open a new case form where you can enter the case details.
Here you can use the Business Process Flow specific to your company and also specify and view much more information.
Let us say a customer has sent an email with an issue and as a Support Engineer you convert the email activity in to a case using Convert To Functionality.
Open the relevant activity from the Activities and click Convert To > Case.
