You don't need to leave the Dynamics CRM interactive dashboard to take action on items in a stream. Click the check box to select an item, and a list of quick actions is displayed at the top of the item. With cases, for example, you can assign, cancel, queue, delete, or resolve a case from the dashboard.
- [Narrator] These dashboards are wicked cool.…I love the way they display information.…The interactive filters are fabulous,…but there's even more here.…For example, if I choose an activity…to review a final proposal…as soon as I selected notice I can delete this activity,…mark it as complete,…cancel it,…click the menu set a regarding for it,…assign it or add it to a queue…right from here.…This is called a quick action,…and I invoke quick action simply by…selecting one or more items.…
If I select a case…I can resolve the case, cancel the case,…mark it so that we won't be taking entitlements away…from the customer for this case,…delete it, apply a routing rule.…In other words route the case,…assign it or add it to a queue,…and even this.…Check it out.…If I scroll down my list…and I have for example…a couple of cases here…about a product from Fabricam…and I now choose,…I can merge cases right here from the dashboard.…
I can do a lot of basic work here without…needing to go to my list of cases…or to specific cases.…I could choose to start my day by going to my dashboard,…
Author
Gini von Courter
Released
10/1/2016- Recall which record types are common to service.
- Identify the symbol you use as a wildcard when searching for a cases record type when you do not know the specific title or record type.
- Recognize when to merge to similar cases.
- Explain what to do when routing a case.
- Name the two ways you can affect the way information is streamed on your dashboard.
- List the two steps necessary to mark an article for review.
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 4s
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1. Dynamics CRM Data and Process
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Cases: The basics2m 39s
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The customer service process1m 29s
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2. Getting Started with Dynamics CRM
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Work with Dynamics CRM2m 54s
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Work with records7m 1s
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Use the case form6m 51s
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3. Work with Cases
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Create a new case5m 15s
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View the SLA for a case3m 1s
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Work the process3m 59s
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Merge cases3m 49s
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Research similar cases1m 39s
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Research the knowledge base3m 39s
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Manage the case record4m 41s
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Create a child case7m 46s
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Use advanced case options3m 30s
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Add a case to a queue2m 30s
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Resolve a case6m 12s
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4. Use Dashboards
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Display a dashboard8m 37s
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Sort and modify a stream2m 19s
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Apply a quick action2m 18s
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5. Document Your Learnings
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Convert a case to an article7m 34s
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Mark an article for review5m 32s
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6. Use the Dynamics CRM Web App
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Log into Dynamics CRM1m 23s
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Conclusion
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Next steps1m 18s
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Video: Apply a quick action