Adding Comments to a Case

Transcription

1 MS Dynamics Student CRM Adding Comments to a Case MS Dynamics Student CRM Flinders University Adding Comments to 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... 5 Add a Comment to a Case... 6 Internal Comment... 6 Public Comment... 7 Mark Complete... 8 Version Control... 9 CRM How to Guide Adding Comments to a Case November, 2018 Version 3.0 Page 2 of 9

3 Adding Comments to a Case is a useful tool to provide updates to both Colleagues and Students. MS Dynamics Student CRM has two types of comments Internal and Public. Internal Comment An Internal Comment will only show within CRM. The Student WILL NOT see this Comment. An Internal Comment is described when hovering the mouse over the icon or if the Comment is opened. Public Comment A Public Comment is visible both within CRM and to the Student via the AskFlinders portal. 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 Adding Comments to 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 Adding Comments to a Case November, 2018 Version 3.0 Page 4 of 9

5 Locate and select the Case 1. Ensure the correct view is displayed, for example Dashboard, My Active Cases or My Team s Active Cases. Click on the name of the Case Title to open the Case. 2. The Case name is displayed in the top left hand corner. The CASE DETAILS and TIMELINE are displayed. CRM How to Guide Adding Comments to a Case November, 2018 Version 3.0 Page 5 of 9

6 Add a Comment to a Case 3. Click on the + (Add info and activities) in the Timeline, right hand side of the screen. 4. Select either Internal Comment or Public Comment. Both are described below. Add info and activities Select Internal Comment or Public Comment Internal Comment The Internal Comment pane will be displayed on the right hand side of screen. Subject this is free text; the subject of the Internal Comment. Description this is free text; type the Comment information. Owner this will default to the User adding the Comment; do not change this. Regarding this will default to the Case Title; do not change this. Save this will save and close the comment which will be displayed in the Timeline. X: Exit from the Comment. There is not a warning and all typed information will be lost. Subject: Type the details. Description: Type the information about the Comment. Owner: Defaults to the User adding the Comment. Do not change this. Regarding: Defaults to Case Title. Do not change this. Save: Click Save to save and close the Comment. CRM How to Guide Adding Comments to a Case November, 2018 Version 3.0 Page 6 of 9

7 Public Comment The Public Comment pane will be displayed on the right hand side of screen. From if needed, search for and select the User or Team. To if needed, search for and select the User or Team. More than one Record can be added to this field. Subject this is free text; the subject of the Internal Comment. Description this is free text; type the Comment information. Regarding this will default to the Case Title; do not change this. Save this will save and close the comment which will be displayed in the Timeline. X: Exit from the Comment. There is not a warning and all typed information will be lost. From: Click in the search area (Look for Records) and type the first name and, if needed, the surname. A list of records matching the name will appear in the list. Click to select the name. To: Click in the search area (Look for Records) and type the first name and, if needed, the surname. A list of records matching the name will appear in the list. Click to select the name. More than one Record can be added to the To Field. Subject: Type the details. Description: Type the comment information Regarding defaults to Case Title. Do not change this. Save click Save to save and close the Comment. CRM How to Guide Adding Comments to a Case November, 2018 Version 3.0 Page 7 of 9

8 Mark Complete 5. The Comment can be marked as complete when the work has been completed. Click on the elipses ( ) and select Close Activity. 6. The Close Public Comment window is displayed. Click on Close. Note: Another way to mark as complete is to click on the elipses ( ) and select Open Entity Record. Click on Mark Complete in the menu, top left hand side of the screen beneath the Navigation Menu. CRM How to Guide Adding Comments to a Case November, 2018 Version 3.0 Page 8 of 9

9 Version Control Version Version Date Changes Number 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 Adding Comments to a Case November, 2018 Version 3.0 Page 9 of 9