Scenario 2

Acme Ltd. wants to use Dynamics 365 to assist customer representatives in tracking incoming phone calls and creating cases for resolution. The following steps detail the process provided by Dynamics 365 to assist in this scenario:

1. Select the Service module from the CRM navigation:

1. Select the Account entity in the navigation menu under Service, and open the record for Alpine Ski House available with the trial data:

1. Navigate to the related activities through the related record menu on the account record:

1. The following page will display a list of all the activity records associated with Alpine Ski House:

1. Click on ADD NEW ACTIVITY and choose Phone Call:

1. A new Phone Call form will pop up with details of the account already populated. Add the relevant fields, such as Subject, Description, and so on, and then click Save:

1. To convert the phone call to a case, select the Convert button, as shown in the following screenshot:

1. On clicking Convert, a case record will be automatically created:

1. A new service case record for the account is created. Note that the business process bar displays the phone-to-case process. Also, note that the Social Pane shows the phone call record that was used to create the case.
2. Click Next Stage to move to the Research stage. Note the RECENT CASES step that allows the customer service representative to look up recent cases, as shown in the following screenshot:

1. Click on RESOLVE CASE to resolve the case:

1. Fill in the resolution comments in the Resolve Case dialog and click Resolve:

1. This brings us to the end of the phone call-to-case process. As you can see in the following screenshot, you can easily track the phone calls in the ACTIVITIES section. Note that the case record is marked Read only: