The tabbed case form includes all the information needed to manage a case through the service process, which is displayed at the top of the form as a process bar. Click a stage in the process bar to display a flyout of activities for that stage. The default tab is the Summary showing a customer card followed by general case information. Click Details and other tabs to display additional fields of case information.
- [Teacher] This is just a list of my work but it's not the work itself. When I want to begin working on a case I will click the case title so that I can open this particular case's form. The case form is quite complex, there's a lot packed in here. As a matter of fact what's packed in here is everything we need to do the work. Let's begin by taking a tour of this particular form. At the top this is the title right here. If we wanna edit it we can't edit it there but we can edit it down here under the general information.
So if I click here the most I can do is select it. Below this we have a list of tabs. This is the summary page of the form, the details page. Case Relationships and SLA or service level agreement. Here's our process bar, this should feel a little familiar. These are the stages of our service process. Identify, qualify, research, resolve. If I'd like to look at a particular stage I click it and I'll see more information.
What's required to get out of that stage we'll I have to find a customer, confirm their email address, review the social details, determine the priority, what am I left with, Entitlement, Parent Case, and Add Description. When I'm all done with those items then I can go on to the next stage. If I want to see what's required in the next stage I can click and again I have this nice flyout that shows me what's required to complete this particular stage. If you point to the right and you don't get a scroll bar, you know that you're seeing everything.
The current stage where we are now has a little flag and if I click next stage to say I'm done here we're going on, then notice that the flag just moved and this stage was checked. However I'm really not done here. So I need to make this active again and that's how I would do that. On the Summary tab just is we see general information about this contact and their company on the left. In the center what I see is a timeline and the timeline shows me activities, interactions with this particular contact.
The timeline has a small tool bar so I can search the timeline, I can add an item to the timeline and I can filter the timeline. For example I might want to look only for activities. I might want to look only for posts that were automatically created by Dynamic CRM or what are called auto posts. I might wanna only show items from last week or only show items from this month.
When the filter's active it's got an orange circle around it when I click that will remove the filters and turn them off. The search and the filter work together so if I have a long timeline with many many items I can first apply a filter, for example only show me items that are notes or auto posts or items from last month and then after I've filtered I can search within my filter. Part of our work is to look for cases that might be related to this case and that normally happens in the research stage but it's possible that when this record was created, Sean told us by the way I have another case that's very similar with another printer.
Okay, so I could go look at that case and list it as a recent case. This panel on the far right is for related information about the case. Recent cases, entitlements, and if there are related records I can click here to see them. The other button here is a button to search the knowledge base for articles and remember that every time we search the search is totally based on what is in the topic.
So any results I get will be based on Printer problem-can't remove cartridge. When I click here is information that might be useful to me. Notice that my topic is preloaded here and I can search for that particular topic or I can search for other words if I wish. I can look in draft articles, published articles, and approved articles and these are three different types of articles that would appear in the knowledge base. Which we'll learn more about later in the course because you can actually add articles to the knowledge base as well as using articles that are there.
When we are looking at the form for a case or looking at the form for an account we can move from record to record using the next record and previous record buttons which gives us a quick way browse through all of our work if out view is our active cases. This is the form for a case. Before we leave forms I'd like to show you a form for a contact. Let's go look at Alex Simmons.
Notice that a contact doesn't have a business process at the top because we don't move contacts along we move cases along. Notice that there's a Details tab with more information, there's a timeline with the same tools that we saw in cases. So that we can create new or we can filter or search. At the right we have related items which are recent opportunities, in this case entitlements and recent cases.
If we look at accounts here's our list of accounts let's go look at the Buzzster account. Again no process but we have a tabbed form with summary and details. We have account information, timeline, and related items. The only other place we're going to see a business process is if we look at Knowledge Articles. Because Knowledge Articles also have a process. They're authored, reviewed, and published. Most of your time will be spent working in cases and most of the time you will be working in a particular case form.
The longer you work with these the more natural it is to simply click from tab to tab and stage to stage to view or to enter information in Microsoft Dynamics CRM.
- 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.