MS Dynamics Student CRM Flinders University Solve a Case

Transcription

1 MS Dynamics Student CRM Solve a Case (Resolved) MS Dynamics Student CRM Flinders University Solve a Case Developed by Wendy James, Training Specialist November, 2018 Version 3.0

2 Contents Log into MS Dynamics Student CRM and access Customer Service Hub... 3 Locate and select the Case to be resolved... 5 Reassign the Owner to the original Queue... 6 Change the Status to Solved... 7 Reactivate Case... 8 Reopen a Case... 8 Version Control... 9 CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 2 of 9

3 A Case can be closed when all work associated with that Case has been completed. The Status of the Case is Resolved, though the option to select is Solved. The procedure is to: 1. Reassign the Case back to the appropriate Owner which should be the queue from which it was originally assigned. 2. Change the Status to Solved (which is displayed as Resolved when saved). A Case is automatically reopened if a Student replies to a solved Case or places a Public Comment on the Case via Ask Flinders. When reopened the Case is assigned to the Owner queue. Therefore, assigning the Case to the original queue before resolving ensures a reopened Case is assigned correctly. This avoids a Case not being actioned if a Staff member is on leave or has left their Role at Flinders University. Log into MS Dynamics Student CRM and access Customer Service Hub 1. Locate Okta (flinders.okta.com) and log in to MS Dynamic CRM as circled below. 2. Log into MS Dynamics Student CRM. Logging in for the first time will present the following screen. Type either your user name or FAN: firstname.lastname@flinders.edu.au OR fan@flinders.edu.au. Click Next to log in. The prompt taking you to your Organisation s page is displayed. Thereafter, when logging in the FAN will be displayed and click Next to log in. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 3 of 9

4 3. If the Customer Service Hub is not displayed, click the drop down arrow adjacent to Flinders CRM in the Navigation Menu and click on Customer Service Hub (on the left hand side of the screen). 4. The Service Agent Dashboard is now displayed. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 4 of 9

5 Locate and select the Case to be resolved 1. Ensure the correct view is displayed, for example Dashboard, My Active Cases or My Team s Active Cases. Click on Flinders CRM in the top left hand corner of the screen to navigate to the Dashboard. 2. Click on the name of the Case Title to open the Case. 3. The Case name is displayed in the top left hand corner. The CASE DETAILS and TIMELINE are displayed. 4. Add any relevant notes or communications about how the enquiry was solved. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 5 of 9

6 Reassign the Owner to the original Queue 5. The Owner field is located under CASE DETAILS. Click the X adjacent to the current name to remove the name and place the cursor in the field. Type the name of the appropriate queue to be assigned. Teams may need to be selected to reduce the number of records displayed. Click to select from the drop down list. Click on the X to remove the current Owner s name. Type the name of the Team to be assigned and select from the list. Click Teams to reduce the number of records displayed. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 6 of 9

7 Change the Status to Solved 6. Click the Status field located in the top right hand side of the screen. Click Solved from the dropdown menu. 7. Click Save in the bottom right hand corner of the screen, though an automatic Save occurs every 30 seconds. 8. The Status changes to Resolved and is also Read only. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 7 of 9

8 Reactivate Case 1. If the Case has been resolved in error, click on the Reactivate Case icon located in the top left hand corner beneath the Navigation menu. This icon is only visible when a Case has been Resolved The following window is displayed. Click on Reactivate. 4. The Status changes to Re-opened. Reopen a Case A Resolved Case will automatically reopen if a Student responds to the Case by sending an or adds a Public Comment on the Case via Ask Flinders. The Status will change to Awaiting Information and will be placed in the Owner queue. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 8 of 9

9 Version Control Version Number Version Date Changes 2017 Original Notes 2.0 October, 2018 MS Dynamics Student CRM Updated pictures as per the new version. Need to select Customer Service Hub from the Navigation Pane. 3.0 November, 2018 Uploaded to ienrol. CRM How to Guide Solve a Case November, 2018 Version 3.0 Page 9 of 9