Exercise - Configure Dynamics 365 Customer Service

  • 30 minutes

Contoso Insurance wants to ensure that their customers are getting the support that is promised to them based on their Service Level Agreement (SLA). Based on the requirements defined below, You'll need to create a solution that meets the needs of the customers.

Customer can purchase specific support contracts that not only provide them priority support over other customers, but also entitle them to specific response times. There are four levels of support:

  • Platinum: Allows them to file up to 10 claims a year and guarantees a 1-hour response when new claims are opened
  • Gold: Allows them to file up to five claims a year and guarantees a 4-hour response when new claims are opened
  • Silver: Allows them to file up to two claims a year and guarantees an 8-hour response when new claims are opened
  • Bronze: Allows them to file up to one claim a year and guarantees a 12-hour response when new claims are opened

Specification

Tailor your Dynamics 365 Customer Service Environment to support the scenario mentioned above.

  • Modify the Service Level field on the Case table in the Power Apps App maker portal. The column should meet the following specifications:
    • Name: Service Level
      • Data Type: Choice
        • Platinum
        • Gold
        • Silver
        • Bronze
  • Ensure the Service Level field is on the following forms:
    • Case for Multi-session Experience form
    • Quick Create Case for Multi-session Experience form
  • Define any necessary SLE KPIs needed
  • Create a new SLA with the following SLA Items defined
    • Platinum: Allows them to file up to 10 claims a year and guarantees a 1-hour response when new claims are opened
    • Gold: Allows them to file up to five claims a year and guarantees a 4-hour response when new claims are opened
    • Silver: Allows them to file up to two claims a year and guarantees an 8-hour response when new claims are opened
    • Bronze: Allows them to file up to one claim a year and guarantees a 12-hour response when new claims are opened
  • Save and Activate the SLA record. Make sure that you've set it as the default SLA

Check your work

To validate that you've completed the work to the requirements, Lets create a new case record test functionality out by following these steps.

  1. Open the Customer Service Workspace application. Make sure that you are on Customer Service Agent Dashboard. On the My active cases subgrid. Create a new case with Customer, Cast Title, Case Type, and Customer Support Level Set to Gold. Save and Close your new Case
  2. Open the Case Record. Select the Details tab and verify that there's a value in the First Response by Field