- [Instructor] There are many different ways
cases can flow into Dynamics 365
besides being entered manually.
Due to the integration with other Microsoft products
we have the ability to configure a support mailbox
which in turn can create a case record from a customer email
that was sent to the mailbox.
Companies can also decide
to take advantage of Microsoft's customer portal,
which allows clients to log in
to review and create new records such as cases.
Another offering is power virtual agents,
Microsoft's version of a chat bot,
which can be integrated with Dynamics 365
allowing handoff to a customer service rep
and or automatic case creation
by using power automate flows.
Lastly, Dynamics 365 can also integrate
with third party applications,
allowing data to flow into Dynamics 365.
Let's take a look at how an agent
can create a case manually.
There are a few different ways
in how a case can be created manually.
If the customer service rep is working on different cases
or is working on an account,
or whatever they might be doing,
and they pick up a phone call from a customer
and need to quickly create a new case
they can do that very easily
by selecting the plus button here on the command bar.
From here, they can pick the record they want to create,
which is a case record,
and this will pull up our quick create form.
The quick create form doesn't of all of the fields
that the full form has,
but this can be plenty for a customer service rep
to just enter information about a case.
You can see here there's a few fields
that have that red asterisk
which means that these are required fields.
I need to enter data in those fields,
otherwise I'm not going to be able to save the record.
First, let's enter the customer.
I can click here on this search icon
or I can just start typing in the customer.
We're going to pick A. Datum Corporation case title
and my origin is phone.
I can associate this with a product
if they're having a complaint about something in particular
but I'm just going to go ahead and leave it like this.
From here, I can save and close the case
or if I need to create another case
I can click save and create new.
That will pull up my quick create case form again,
after this record is saved
so I can start entering an additional case record.
I'm going to click save and close
and this will save the case to the database.
And you'll notice a small notification here on the bottom
that is going to allow me to open the record.
And now I can add information to the case
if that's something that's required.
Another way to create a case is to go to case view
and to click on the new case button from the command bar.
When I do this,
you'll notice that this pulls up the full form.
This is allowing me to enter all of the details
to add records to the timeline once the case is saved,
et cetera.
And lastly, if I'm already working in a particular record
and this could be an account record or a contact record,
let's say I'm working in Maria's record.
Maria calls me and she wants to enter a case.
I can do this directly from Maria's record.
Here is the icon for cases,
this is allowing me to review any recent cases for Maria
but I can also create a new case from here.
Again, this will pull up my quick create form
but you'll notice that the customer record
has already been populated.
And this is because I'm creating this case
from within the context of Maria's contact record.
From here, again,
I can enter all of the relevant information
and save and close the case.
Agents can use the case forms to manually create cases.
This can be done by using a quick create form
or the main form.
Try creating a few cases using both options.