Module 1: Student Activity

Transcription

1 Module 1: Student Activity Identifying Potential Buyers & Customers Before we get into working with Microsoft Dynamics 365 for Customer Engagement, let s do some research on potential business and customer that you might be able to leverage. When identifying who to target as an organization it is important to identify clients that are a good fit for your organization. There are several factors that can determine if a potential customer is a good fit. These can include: The Company culture (Core business values, business strategies, and over business approach) The team that is responsible to driving business directions and decisions Financials Industry trends Company Position in Industry Before working with any customer, it is important to do some discovery to better understand who they are. This way you will be better prepared when you get in front of them to help them build a customer engagement solution that is based on their current business needs (pain points, etc.). To better understand this process, you will be researching different organizations that you might likely engage with if you were selling or offering a solution. Tasks Required to Complete this Exercise Identify and make note of a Business you might work for that sells Products and / or Services o Identify what those Products or Services would be o Identify what type of customer you would sell the product or service to Consider Industry. Identify 2 potential real businesses that you might engage if you were selling your product or service. o For each business, identify the following: Full Company Name Address Phone Number Identify two different people at each business that would be considered as good contacts. o For each contact, identify the following Full Name Phone Number Identify two pieces of information (company culture, recent news item, etc.) that would good to know or potentially leverage during a first meeting with the customer.

2 Data Capture Sheet Business Type: Product / Services Offered Target Customer Profile Business 1 Address Phone Contact 1: Address: Phone: Contact 2: Address: Phone: Key Company Info 1 Key Company Info 2

3 Business 2 Address Phone Contact 1: Address: Phone: Contact 2: Address: Phone: Key Company Info 1 Key Company Info2

4 Module 2: Student Activity Creating Account/Contacts Your company has implemented Microsoft Dynamics 365. As a new user, you need to become familiar with navigating the application and creating records within the system The Implementation Consultant has suggested that you complete the following tasks using the Microsoft Dynamics 365 Online: Using the Dynamics 365 for Sales Create an Account for your university with 5 contacts, and attach a phone call to each contact. 1. Create an Account for your university in Dynamics 365. a. Go to Sales > Accounts. b. Choose New. c. Fill in your information. Use the handy tooltips as a guide. d. Click Save. 2. Add five employees that work for the university as contacts to the Account you created in step 1. a. Locate the Contacts Sub-Grid b. Click the + to add a new contact c. Fill the contact information into the Contact Quick Create form d. Click Save 3. Create a phone call record in Dynamics 365 for each of the contacts you created in from step 2. a. Open a contact record b. Locate Activities c. Choose Add Phone Call. d. Fill in your information. Use the handy tooltips as a guide. e. Click OK. Try on your Own: Account, Parent Account, Contacts, Connections, Logos and Activities Within Microsoft Dynamics, create the following records: 1. Create four universities from any state you choose (as accounts) within your CRM system. Enter the correct address information for each of the universities you create 2. Find one person from each of these universities and create them as contacts within the application and link them to their respective university. Example: If you created an account for the University of Washington and you created a new contact for Alan Jackson (who may be the admissions director), you would need to set the Account Name field on his contact record to University of Washington. 1. Create an account for University System Headquarters

5 2. Associate the University System Headquarters account with the following accounts by making it the parent account of the universities you created for this activity. a. Go to Sales > Accounts. b. Choose New. c. Fill in your information. Use the handy tooltips as a guide. d. Set the Parent Account field to the Account you want. e. Click Save. Example: If you created a sub-account for University of Minnesota Athletic Department and you created a new contact for Connie Watson-Jackson (who may be the athletic director), you would need to set the Account Name field to University of Minnesota Athletic Department. 3. Make a connection between each of your University System Headquarters Account and a contact from one of the other universities. a. On the open Account Record b. Locate CONNECT c. Choose another. d. Select University System Headquarters e. Click Save & Close. Example: Connection records within the application, allow a user to connect practically any two records together in the system and define the nature of the connection. For example, if there was a contact record for Bill Smith and Bill referred you to Betsy Anderson, a connection record could be created and the role Bill plays in that connection is that of the referrer. 4. Create two phone call records within CRM that you plan on making one month from today at 10:00 AM. You will be calling a contact from one of your universities for each of the phone calls. 5. Create two tasks within CRM that are tied to those same contacts. The task will be due one month from today at 8:00 AM. The subject the task should be Follow up after our call on <date>. 6. For each of your four universities, copy their logo and set the avatar on their record to that logo. Create and Quality Leads; Add Activities to Leads; Add Sub-Accounts; Add Related Contacts 1. Pick three universities or colleges within your state, find the name of the school's president along with their contact information, and enter that into CRM as three individual leads.

6 a. Go to Sales > Leads. b. Select New. c. In the Summary area of the Lead form, enter your lead's company and contact information. d. In the Details area of the Lead form, enter information about your lead's industry and preferred contact method. e. Select Save in the lower-right corner of the form. 2. Create a phone call record for each lead scheduled for one month from today. The subject line should be "Conference call to discuss moving to Washington". (This would be 3 different phone call records) a. Locate Activities b. Choose Add Phone Call. c. Fill in your information. Use the handy tooltips as a guide. d. Click OK. 3. Qualify two of your leads and disqualify one of them. a. Qualify a Lead i. In the Qualify section of the sales process bar, enter all applicable information. ii. Select Qualify at the top of the Lead form. iii. Select Save in the lower-right corner of the screen. b. Dis-Qualify a Lead i. In the Qualify section of the sales process bar, enter all applicable information. ii. Select Dis-Qualify at the top of the Lead form. iii. Select Save in the lower-right corner of the screen. 4. For the two leads you qualify, two new accounts will be generated. For each of those newly generated accounts, add a sub-account for each of those universities' athletic departments. a. Go to Sales > Accounts. b. Choose New. c. Fill in your information. Use the handy tooltips as a guide. d. Set the Parent Account field to the Account you want. e. Click Save. Example: In other words, you need to set create an account for each university s athletic department and make the account that was created as a result of the previous step the parent account of that athletic department account. For example, if the name of the account that was created was University of Minnesota, you would create a sub-account named University of Minnesota Athletic Department and set the parent account to University of Minnesota.

7 5. For the two new sub-accounts you created in the previous step, find the name of one contact person for that athletic department and add them into Dynamics 365 and link them to their account. a. Locate the Contacts Sub-Grid b. Click the + to add a new contact c. Fill the contact information into the Contact Quick Create form d. Click Save Example: If you created a sub-account for University of Minnesota Athletic Department and you created a new contact for Connie Watson-Jackson (who may be the athletic director), you would need to set the Account Name field to University of Minnesota Athletic Department. Creating and Managing Opportunities Student Activity: Opportunity Creation; Win Opportunity; Lose Opportunity 1. Create two new opportunities. Each opportunity needs to be tied to one of the accounts you created as accounts previously in this course. a. Go to Sales > Opportunities. b. Select New. c. In the Customer field, Select an Account that you created previously. d. In the Summary area, enter the company and contact information for the opportunity. e. The opportunities with these accounts are regarding the potential sale of consulting services to them. (hint: this is what you would use to describe the intention of the opportunity) f. The estimated value for each opportunity is $10,000. g. The estimated close date will be November 1 st of the current year you are in (for example if you are currently in 2018, the estimated close date would be 11/1/2018). Item i v are optional: i. In the Stakeholders section, select the Add Connection record button to add a contact as a stakeholder. (A stakeholder is a key contact at the account who will be involved in decision-making.) 1. In the Lookup box, enter a name or select the Lookup icon to choose from a list of suggestions. 2. To create a new contact, select + New. By default, the contact you add is assigned the Stakeholder role. 3. Click the Role corresponding to the contact to select a different role such as Decision Maker or Technical Buyer. ii. In the Sales Team section, select the Add Connection record button, and then select + New Connection to add a member of the sales team (from your organization). iii. To add competitors, in the Competitors area, select +.

8 iv. To add products, in the Products area, select +. v. To add a quote, in the Quotes area, select h. Select Save in the lower-right corner of the screen. Note: You don t need to start with a Lead. You re able to create an opportunity as a standalone record. For example, in some customer interactions, your customer is certain they will pursue a potential sale with your organization and you feel confident in moving forward with them. In this case, a lead record would not be necessary. You could simply create an opportunity tied directly to your customer. 2. Create one completed phone call for each opportunity. In this phone call you would have called the customer to inquire about a date to meet with them to discuss further details. a. Locate Activities b. Choose Add Phone Call. c. Fill in your information. Use the handy tooltips as a guide. d. Click OK. 3. Mark one of the opportunities as being lost. For this opportunity, indicate that you lost it because the you were out-sold. a. At the top of the Opportunity form, do one of the following: b. Select Close as Lost. c. Set as Out-Sold d. Click OK 4. Mark the other opportunity as being won. The final value of this opportunity was $12,000. a. At the top of the Opportunity form, do one of the following: b. Select Close as Won. c. Set the Actual Revenue to $12,000 d. Click OK Try on your Own: Linking competitors to opportunities; linking competitors to lost opportunities. Within Microsoft Dynamics, create the following records: 1. Create two new competitor records with the following information: a. Competitor 1: Name= University of Minnesota b. Competitor 2: Name= University of Iowa i. Choose Sales > Competitors. ii. Select New.

9 iii. Select Save. 2. Create two new opportunities. Each opportunity needs to be tied to one of the universities you created as accounts previously in this course. a. The opportunities with these universities are regarding the potential sale of consulting services to them. (hint: this is what you would use to describe the intention of the opportunity) b. The estimated value for each opportunity is $20,000. c. The estimated close date will be December 1 st of the current year you are in (for example if you are currently in 2017, the estimated close date would be 12/1/2017). 3. Create one completed phone call for each opportunity. In this phone call you would have called the customer to inquire about a date to meet with them to discuss further details. 4. Link the two new competitors you created in this lab to each opportunity you created in this lab. a. Locate the Competitors Sub-Grid on the Opportunity b. Click the + to add a competitor c. Select a competitor you created previously 5. Mark each of the opportunities as being lost. Indicate that you lost one opportunity to the University of Minnesota competitor and the other to the University of Iowa competitor.

10 Module 3: Student Activity Dynamics 365 for Service Scenario Since HCL is a professional services company, most of their profits come from the support services that they offer to their customers. HCL offers help desk services to their customers during normal business hours of 8 to 5. Additionally, they provide their preferred customers with 24-7 support. Their preferred customers are broken down into three different levels: Gold: Highest Priority customers with a guaranteed 15-minute response time. Silver: Customer are guaranteed a callback from a customer service agent in 1 hour Bronze: Customers are entitled to 24/7 support and a 2-hour agent response time. HCL has identified 3 areas that they would like to focus their attention on: 1. Customer Service Representatives need a centralized interface to manage daily caseloads. Each customer service representative, should have a centralized dashboard that they can access that shows the representatives daily workloads. The dashboard should contain the following information. A list of all the open cases that they are currently assigned to them. A list of all the open Activities assigned to them. Cases by Origin Cases by Priority Agents can take cases from either new of existing customers. Agents should be able to easily identify if the customer is new or existing prior to creating a case. If the customer is an existing customer, they can create the case directly. If the customer is a new client, they must first create a new record for the customer and then, create a case for them. Scenario: A new customer name Dennis Smith who works for Coho Consulting has just contacted HCL about the following issue: A network backup from the previous evening has failed. Tasks to Accomplish in this Exercise: Add a new account for Coho Consulting Add a contact record from Dennis Smith to Coho Consulting Create a new case for Coho Consulting with the following information Origin: Phone

11 Title: Network backup Failed Contact: Dennis Smith. Product: leave blank Entitlement: leave blank Priority: High 1. Add a new account for Coho Consulting Go to Sales > Accounts. Choose New. Fill in your information. Use the handy tooltips as a guide. Click Save. 2. Add a contact record from Dennis Smith to Coho Consulting Locate the Contacts Sub-Grid Click the + to add a new contact Fill the contact information into the Contact Quick Create form Click Save 3. Create a new case for Coho Consulting Go to Service > Cases. Click New Case. Set the Case title field to Network Backup Failed Set the Customer field to Coho Consulting. Set the Contact field to Dennis Smith. Set the Origin field to Phone. Click Save HCL generally bills their customers based on the total amount of time an agent spends on a call. The total time spent is a summary of all the activities attached to a specific case. It is important that all activities related to the case are documented as they work through the calls. Scenario: After doing some research, the agent identifies that the problem is because the previous day was a holiday. Because it was a holiday, the previous back-up media was not replaced. The backup will not overwrite media that was written to in the last 48 hours. Since no business was conducted on that day, they can skip the back-up job. Tasks to Accomplish in this Exercise:

12 Add an incoming phone call activity from Dennis Smith to the case Set the duration to 15-minutes Add the following notes: Initial call from Dennis to report the discovery of a failed backup Add a task called research problem to the case Set the duration to 20-minutes Add the following description: Because it was a holiday, the previous back-up media was not replaced. The backup will not overwrite media that was written to in the last 48 hours. Initial call from Dennis to report the discovery of a failed backup Add an outgoing phone call activity to Dennis Smith task called inform Dennis on Resolution Set the duration to 15-minutes. 1. Add an incoming phone call activity from Dennis Smith to the case Locate Activities Choose Add Phone Call. Set the duration to 15-minutes Add the following notes: Initial call from Dennis to report the discovery of a failed backup Click OK. 2. Add a task called research problem to the case Locate Activities Choose Task. Set the duration to 20-minutes Add the following notes: Because it was a holiday, the previous back-up media was not replaced. The backup will not overwrite media that was written to in the last 48 hours. Click OK. 3. Add an outgoing phone call activity to Dennis Smith task called inform Dennis of Resolution Locate Activities Choose Add Phone Call. Set the duration to 15-minutes Add the following notes: Called Dennis to inform him on the Resolution Click OK.

13 Once a case has been resolved, the agent needs to resolve the case. When a case is resolved, they need to note in what they did to resolve the case. All the time they spent working on the case activities also need to be accounted for. Tasks to Accomplish in this Exercise: Ensure that all case related activities are completed Resolve the case Add any necessary details. 1. Ensure that all case related activities are completed Open each Activity on the Case Click Mark Complete 2. Resolve the case On the command bar, click Resolve case. In the Resolve Case dialog box, select the Resolution Type list, choose how the case was resolved. In the Resolution box, type a short explanation of the resolution. Click Resolve. 2. Several Queues that can be used for handling routing HCL will need 4 queues that they can use to route cases for agents to work on. Those 4 queues are as follows: Gold: Silver: Bronze: Standard: When a new case is created the service level of the case needs to be captured on the case. Based on the Service Level, the case should be routed to the correct queue when the agent selects the Save and Route button. A rule to allow this behavior is needed that does the following: Routes any cases with a Service Level of Gold to the Gold Queue: Routes any cases with a Service Level of Silver to the Silver Queue: Routes any cases with a Service Level of Bronze to the Bronze Queue: Routes any cases that do not have a Service Level Defined to the Standard Queue: Tasks to Accomplish in this Exercise:

14 Create 4 Queues in the application: Gold, Silver, Bronze, Standard Create a routing rule that routes cases to the appropriate queue based on the Service Level of the case: 1. Create 4 Queues in the application: Gold, Silver, Bronze, Standard Go to Settings > Service Management. Choose Queues. To create a new queue, click New. Enter the name of the Queue. Click Save. 2. Create a routing rule that routes cases to the appropriate queue based on the Service Level of the case: Go to Settings > Service Management. Click Routing Rule Sets. Click New. Call the Rule Case Routing Click Save. In the Rule Items section, click the Add Rule Item button + to specify conditions for routing cases to a queue. In the Rule Item form, type a descriptive name for the rule item For example: Gold. Under Rule Criteria in the If Conditions section, specify the conditions for which the case will be routed. For example, Case Service Level Equals - Gold Under Then Conditions, specify the queue to route the case to. For example: Select the Gold Queue Click Save & Close Repeat for each Queue you want to route items to In the Routing Rule Set record, click Activate. Scenario: Coho Consulting has just become a gold customer with your company. Dennis Smith has contacted you about a printer problem that he is having. They are having a problem with a printer that was recently installed, and a case needs to be logged in the system Because they are a Gold customer, the case needs to be routed to Gold queue. You need to find the case and Pick it so you can work on it.

15 Tasks to Accomplish in this Exercise: A new case called Printer Issue needs to be logged into Dynamics 365 The case needs to be routed the Gold Queue You need to locate the case in the Gold Queue, and Pick it so you can work on it. 1. A new case called Printer Issue needs to be logged into Dynamics 365 Go to Service > Cases. Click New Case. Set the Case title field to Printer Issue Set the Customer field to Coho Consulting. Set the Contact field to Dennis Smith. Set the Origin field to Phone. Set the Service Level Field to Gold. Click Save 2. The case needs to be routed the Gold Queue One the Command Bar, click Save & Route. 3. You need to locate the case in the Gold Queue, and Pick it so you can work on it. Go to Service > Queues. Select a view and a filter to see the items that you want. To see all cases from the selected queue, in the View list, click All Cases in Selected Queues. In the Queue list, choose the Gold Queue. Select the case or item that you want to work on, and on the command bar, click Pick.

16 Module 4: Student Activity Self-Service Scenario HCL has a lot of agents that have been with them for a very long time. These agents have built up a lot of tribal knowledge. Over the next several years many these senior customer service agents are going to be retiring, or moving on to different positions. HCL want to ensure that they can keep the and preserve the knowledge that these agents have for the future in a central knowledge repository. This repository should be accessible by all their customer service agents, and potentially customers though some type of portal offering. It is important that agents can quickly and efficiently locate knowledge and communicate with customers. They would like this ability to be directly accessible on case records. it is also important to note that for many of HCL s customers, English is not their primary language. Articles need to be able to be sent to customers in their preferred Language. One of the products the HCL gets a lot of calls on is Office 365. Many users at HCL s customers are not sure how to accomplish specific tasks in these applications. One of the biggest issues that people contact HCL about is how to create files in Office 365. You have been asked to create a knowledge article that explains to users how to create files in Office 365. Tasks to Accomplish in this Exercise: Create a new knowledge base article Create Files in Office 365 Add both an English and Spanish version Approve and publish both versions of the article, and set them to expire in one year from today. 1. Create a new knowledge base article Create Files in Office 365 Click the down arrow next to Dynamics 365 Select Customer Service Hub In the Customer Service Hub sitemap, go to Service > Knowledge Articles. On the command bar, select New. In the Article Content section, fill in the following details:

17 Title: Create Files in Office 365 Keywords: Office 365 In the Content section, add the content for your knowledge article. You can use the information in the following Link to populate the content of the Article: files-5786b4fc b4b ea260?wt.mc_id=otc_basics&ui=en-us&rs=en- US&ad=US#ID0EAABAAA=Try_it! Select Save. 2. Add both an English and Spanish version On the Article, click the Translate button Select Spanish United States for the Language Click Create Note: You would need to populate the Spanish contents of the article into the application. For this Exercise just put Spanish Version at the beginning of the Article contents. Select Save 3. Approve and publish both versions of the article, and set them to expire in one year from today. On the Spanish Version of the Office 365 Article, click Approve Close the Spanish Version Open the English version of the Article, and click Approve On the command bar, click Publish. Choose to Publish it Now Select an expiration date 1 year from today Choose to publish approve translated versions. Click Publish Scenario: Coho Consulting has just hired a new employee. Jane Martin has just contacted you because she is not sure how to create a file in Microsoft Excel. You need to help Jane with here problem by doing the following: Adding Jane as a contact for Coho Consulting Adding a gold level case for Coho Consulting with Jane as the contact to the system for the office issue she is having Ensure the case is routed to the correct queue Use the knowledge base to resolve the Office 365 Issue Attach the appropriate knowledge article to the case Resolve the case

18 BEFORE YOU BEGIN: Be sure to close out of Customer Service Hub and open Dynamics 365 with the traditional Web Client Tasks to Accomplish in this Exercise: Add Jane as a contact for Coho Consulting Create a gold level case for Coho Consulting with Jane as the contact for the office issue she is having Route the case is routed to the Gold queue Use the knowledge base to resolve the Office 365 Issue Attach the appropriate knowledge article to the case Resolve the case 1. Add Jane as a contact for Coho Consulting Open the Coho Consulting Account record Locate the Contacts Sub-Grid Click the + to add a new contact Fill the contact information into the Contact Quick Create form Click Save 2. Create a gold level case for Coho Consulting with Jane as the contact for the office issue she is having Go to Service > Cases. Click New Case. Set the Case title field to Cannot Create Office 365 Document Set the Customer field to Coho Consulting. Set the Contact field to Jane Martin. Set the Origin field to Phone. Set the Service Level Field to Gold. Click Save 3. Route the case is routed to the Gold queue One the Command Bar, click Save & Route Go to Service > Queues. Select a view and a filter to see the items that you want. To see all cases from the selected queue, in the View list, click All Cases in Selected Queues. In the Queue list, choose the Gold Queue. Select and open the Office 365 case

19 4. Use the knowledge base to resolve the Office 365 Issue Click KB Records Select the Create Office 365 Records article 5. Attach the appropriate knowledge article to the case Click the Link button 6. Resolve the case On the command bar, click Resolve case. In the Resolve Case dialog box, select the Resolution Type list, choose how the case was resolved. In the Resolution box, type a short explanation of the resolution. Click Resolve.

20 Module 5: Student Activity Actionable Analytics Scenario Reporting and analytics are also very important to HCL. Agents need to easily see what they have done, and what is assigned to them from a central point. Managers need to quickly identify trends happening in their call centers, and make business decisions based on those trends. They also want the flexibility to analyze data using a variety of tools. These tools could include: Dynamics 365 out of the box reporting functionality Dynamics 365 charts or dashboards Microsoft Excel Power BI. HCL has identified two main areas that they would like to focus on for analytics: 1. Quickly Analyze Data with Microsoft Excel Many of HCL s employees use Microsoft Excel for the reports use daily. They are very comfortable with it, and can easily create the items they need. Several of these power users would like to be able to take information from Dynamics 365 and put it into Microsoft Excel. Scenario: Many of HCL s employees use Microsoft Excel for analytics and working through customer information. HCL wants to ensure that the Excel Template is easily accessible by employees in Dynamics 365. You have been asked to create an Excel template that other HCL employees will be able to easily access from inside Dynamics 365. The template should include the following: Based on the Case entity in Dynamics 365 and include the following columns: Case Title, Priority, Origin, Customer, Status Reason, and Created On The Template should include a Pivot table that provides the number of cases by Origin. It should also include a Pie Chart based on the Pivot Table A slicer based on the priority should be created from the Chart Once the template has been created, upload it back into Dynamics 365 so it can be used by other users in the application. Tasks to Accomplish in this Exercise:

21 Create an Excel Template based on the Case entity that meets the criteria outlined in the scenario. Upload the template into Dynamics 365 for use by other employees 1. Create an Excel Template based on the Case entity that meets the criteria outlined in the scenario. Navigate Service > Cases Select Excel Templates, and click Create Excel Template Ensure that it is being displayed as follows: Filter by Entity: Case Used Saved View: My Active Cases Click Download File Open the file that you just created Create a Pivot Table from the case data Select all the data in the Excel file Select the Design tab Click Summarize with Pivot Table Make sure to place the table in a New Worksheet Click OK Drag the Origin field to the Rows section Drag the Case Title to the Values section Create a Pie Chart based on the Pivot Table Click inside the Pivot Table Click the Insert Tab Select a 2d Pie-Chart Place the Pie-Chart next to the Pivot Table Add a Slicer based on Priority Click the Pie-Chart Click the Analyze tab Click the Insert Slicer button Select the Priority Field Click OK Position the Slicer below the Pivot Table Your completed Excel Template should look like the image below

22 Save the Excel Template to your Desktop 2. Upload the template into Dynamics 365 for use by other employees In Dynamics 365, navigate Service > Cases Select Excel Templates, and click Create Excel Template Click the Upload button Click Browse and locate the Excel Template you just created Click Upload Name the File Case Breakdown by Channel Click the Save button Press F5 to reload the application Select Excel Templates, Choose Case Breakdown by Channel, Click Open in Excel Online 3. Agents need a central view that they can access to view daily activities You are looking for a more streamlined way to manage your cases and daily activities. you would like to have a centralized dashboard that you can access that displays specific information related to your job requirements. The dashboard should contain the following information. A list of all the open cases that they are currently assigned to them.

23 A list of all the open Activities assigned to them. Cases by Origin Cases by Priority Tasks to Accomplish in this Exercise: Create a new dashboard that called Case and Activity Management. Add a list of open Cases to the dashboard Add a list of your open Activities to the dashboard Include the Cases by Origin Chart Include the Cases by Priority Chart 1. Create a new dashboard that called Case and Activity Management. Navigate to Service > Dashboards Click New Select 2-Column Regular Dashboard, click Create Name the Dashboard Case and Activity Management Click the Insert List Icon on one of the Tiles Set Record Type to Cases, and View to My Active Cases Click Add Click the Insert List icon on another Tile Set Record Type to Activities, and View to My Open Activities Click Add Click the Insert Chart icon on another Tile Set Record Type to Cases, View to My Active Cases, and Chart to Case Mix (By Origin) Click Add Click the Insert Cart icon on the last Tile Set the Record Type to Cases, view to My Active Cases, and Chart to Case Mix (By Priority) Save & Close the Dashboard Press F5 to reload the application Click the down arrow next to the Dashboard Name Under My Dashboards, select Case and Activity Management

24 Module 6: Student Activity Field Service Scenario Many times, HCL will have to dispatch technicians on-site to solve customer issues. The reasons that technicians are dispatched can vary. Many times, it is because a call center agent was not able to resolve a client s issue remotely, and now require a technician onsite. Other times, a customer will call directly to request service. Many devices HCL install for their clients are Internet of Things (IoT) enabled devices. These devices automatically report their status, any specific issues, or anomalies they may encounter. HCL wants to be able to log these issues, and potentially schedule service calls from them. Most of the services that they provide for their customers have very specific procedures that the technicians must follow when on site. Since requests for service could potentially be created by most people in the company, they want to minimize the chance for errors and ensure that all the necessary products, services, and tasks needed for a ticket are being automatically assigned when a ticket is created. Once a ticket has been created it should be able to be scheduled. Work Orders can be scheduled in one of two ways. The first is manually by a central dispatcher who will use a schedule calendar to identify who is available and schedule them accordingly. For people who are not dispatchers, they should be able to easily identify qualified technicians directly from the Work Order itself, and then schedule them as needed. HCL has identified three scenarios that it needs assistance with: 1. Provide staff members the ability to create and schedule a Work Order HCL provides remote support and on-site services for their customers. When someone needs to schedule a service request for a customer, a Work Order is created. A Work Order could potentially be multiple staff members. Since many of the staff members may not be familiar with everything that is needed or required for a Work Order, HCL wants to ensure that Items are automatically populated on a work order based on what it is. Scenario: when a Work Order for a security system installation is created, the Staff Member creating it should be able to select Security System Installation and have the following auto populate the following: Each task that the service technician needs to accomplish. Typically, a Security System Install includes 5 different tasks. Each task should also include an estimated

25 duration that will roll up to provide an overall estimated duration for the security system install. All Products and/or Services that will be used in the install. All security installs contain a minimum of 4 cameras, and one main controller. Depending on the size of the install additional controller may need to be added. It is required that any technicians who will be performing security system installs have specific skills and certifications. Technicians without those skills should be prevented from being scheduled. Once the ticked is created, the staff member who is creating the ticked should be able to easily identify potentially qualified technicians who have availability during the time chosen on the Work order. Technicians should be recommended based on: The required skills that were noted on the Work Order The time windows that were noted on the Work Order The location of the Work order Once a technician is identified, they should be scheduled with a single click of a button. 2. Customer Service Reps should be able to escalate cases to Work Orders for a Dispatcher to schedule: HCL provides remote support and on-site services for their customers. Most issues that come into the organization start as Help Desk calls. Call center agents can resolve about 90 percent of calls coming in over the phone or remotely. Sometimes a call cannot be remotely resolved and a technician needs to be dispatched. The actual dispatching of the technician is done by HCL s dispatching agent. Scenario: David, is currently working with a customer on a fan issue with one of their security system cameras. Many times, these issues can be resolved over the phone, but this time it cannot be. David needs to be able to convert the case he is working on to a Work Order so it can be scheduled by Lisa. After the Work Order is created Lisa the dispatcher needs to be able to quickly schedule the Work Order in the system.

26 Scenario: Lisa will use a central schedule board that will show all the unscheduled Work Orders in the system as well as all the resources that could be potentially scheduled. She needs to be able to filter the board to find availability based on the customer s location, and the required skills that are defined on the Work Order. 1. Generate alerts from IoT enabled devices, create Work Orders from the alerts, and schedule the Work Order: Many of the products that HCL install for their customers are IoT devices (devices that are connected and communicate with the internet). One of the systems that they install are IoT enabled heating systems. These systems will report back when there is an issue with a specific item such as a temperature sensor is broken or something similar. When an alert from one of these devices is triggered, HCL wants to be able capture these alerts in Dynamics 365. Once captured in Dynamics 365, HCL should be able to do the following: View the alert that was generated by the device. Remotely interact with the device to perform basic tasks, like resetting the device or sending test commands to the device. Convert any alert that is generated to a Work Order, if the technician is unable to resolve the issue remotely. Use the schedule board to identify and schedule a qualified technician for the job. Provide status updates to customers through or SMS messages. Technicians receive their scheduled items on a mobile device. The technician should be able to: See a detailed schedule that shows all the tickets that they have been scheduled for. Open a map that provides the locations for all the tickets they were scheduled for. Easily provide status updates on the ticket such as when they are traveling, working on, or completing a ticket. Easily see all tasks that are needed on the ticket and quickly check them off as they are completing them. Take any pictures as needed Capture customer signatures directly from their mobile device.