Customer Service App Available for Users with Team Member License

Customer Service Team Member is a new app module enables the limited set of use cases provided by the Team Member license for employee self-service. Employees can create cases for their problems such as laptop issues, HR queries, and administrative needs, and interact with agents through the commenting feature.

Configuration:
Go to Power Platform admin center. Click on Dynamics 365 under Admin centers.

You will be redirected to the page of Manage your Dynamics 365 instances where select the instance in which you want to install the Team Member app > edit icon beside Solutions.

You will be redirected to the Manage your solutions where select the Customer Service Team Member Anchor > INSTALL. If solution is installed, the STATUS column in the table displays "Installed", or it displays “Upgrade available” as it is already installed & for upgrade the solution.


Functionality:
Select Customer Service Team Member Anchor available in the apps is as shown.

Select Customer Service Team Member > Service > Cases where Active Cases created by me page appeared. Here, Cases (E.g. All, Active, Closed Cases) available which are related to the corresponding team member is as shown. Select New Case.

You will be redirected to the New Case page where provide input details such as Case Title(E.g. Test Case), Subject (E.g. Service), Product (E.g. Arm Brand 100). Click on Save button which enables the Comments section.

In Comments section, select More Commands > New Comment.

You will be redirected to the page of New Comment where provide the input value (E.g. Need Admin help) in Description field. Click on Save button which enables the Timeline section. In this, you can create a note by providing the input values of fields i.e., Title (E.g. Configuration Settings), Enter a note… (Description). Also, you can attach a file to note by clicking on Attach a file icon. Click on Add note button.

The note will be added in the Timeline section. Click on Save & Close button.

You will be redirected to the page of Case record (E.g. Test Case) under Active Cases created by me.
Ensure Comment would be added to its Case record’s Account (E.g. Default Account) by clicking on Default account is as shown.

You will be redirected to the Default Account page where can notice the added comment (E.g. Need Admin help) in Timeline section.

If you need any further help, feel free to email us at salesteam@mtccrm.com

No Comments

Add a Comment

  1. (max length 2000)
  2. captcha refresh captcha