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Dynamics 365 general forum

Urgent Help Needed with Steps or with Screenshots !!!!

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Posted on by Community Member Microsoft Employee

I want help in the below assignment.

Steps to do each or steps with screenshots would help

A support organization wants to deploy D365 Customer Service module with the following features -

    1. They want emails to support@<supportorg>.com to go to a queue in D365.
    2. They want the ability to create case from the queue.
    3. They should be able to assign an SLA (Service Level Agreement).
    4. They should be able to use knowledgebase on the support case. 
    5. When a ticket is opened an email should go out to the customer and to the support engineer.
    6. When a ticket is closed an email should go out to the customer and the support engineer.
    7. Engineer should attach any document on the case to the SharePoint document library on the case. 
    8. Engineer should be able to enter notes on the case.
    9. Engineer should be able to see 'My  Active Cases' view with the following fields - Ticket Number, Customer Name, Topic and Follow up By Date. They should be able to search through the view by ticket number, customer name and topic.
Categories:
Mobile Apps
Other Functionality
Email and Office Integration
Customization / Solutions / SDK and API
Applications and Add-ons
Integration with Other Products
  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 21,009 Super User 2024 Season 2 on at
    RE: Urgent Help Needed with Steps or with Screenshots !!!!

    Hi djmenon21,

    Most of the information you need to build this is in the Service Manager Guide.

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