Searching for a Service Request by Case Number

To search for an existing service request (case) by case number, enter the case number in the search field and press [Enter] or click Search. The case location is then centered on the map and the case number and status is displayed as shown.

To open the case, click on Open and the Case Details screen is shown in the Agent Console screen.

You can add/update notes related to this specific case, much the same way you can add/update notes related to a contact. To add or update notes from the Case Details page, enter the note and click on the “save” button. The notes are saved and information is added showing the name of the person who entered the notes, as well as the time and date they were entered. If the note is subsequently update, the updated time and date are also shown.

If you need to edit the case further in Dynamics 365, you can click on Open/Edit CRM Case Record and edit any of the properties associated with the case. The detailed training on editing case records is part of the Dynamics 365 for Customer Service training and not covered in this guide.

Searching for a Service Request by Service Request Type

If you do not know the case number, you can also search for the case by SR type. To do this, select the SR Type from the drop down list and either press {Enter} or click on Search.

The service requests for the selected type appear in the Agent Console screen and also on the map. You can view the case number, status and the date the case was created. If you need to view additional details about the case, you can click on the link to open the case in the Agent Console.

This view shows the description of the case, notes and activities as well as a list of any people who have subscribed to be notified about the case. If you need to edit the case in Dynamics 365, you can click on Open/Edit CRM Case Record and edit any of the properties associated with the case. The detailed training on editing case records is part of the Dynamics 365 for Customer Service training and not covered in this guide.

Searching for a Service Request using the Map

You can also view the cases by type on a map and quickly identify the specific case you are interested in. To do this, you identify your search criteria in the search cases area and click on Search. The resulting screen shows all the cases matching your criteria.

From here you can zoom in and out or see the specific details regarding any of the cases shown on the map by clicking on the specific case. A dialogue box appears showing the location, status and SR type. You can also click on the magnifying glass to center the map on that case.

Creating a new Service Request from a Contact Record

To create a new service request for a citizen, once you have the contact record displayed on the Agent Console screen as shown, click on the drop down list Create Service Request for Contact and select the required service request type.

The Dynamics 365 service request screen is displayed and you can complete any additional information such as description and also enter the required location details. Once all the information is created, you click on the save icon in the bottom right to save the record.

Creating a new Service Request from the Agent Console

You can also create a new service request right from the Agent Console home screen by clicking on the drop down in the Create New Service Request link and selecting the service request type.

A Dynamics 365 form is opened and you can enter all the contact and location details.

Creating a Service Request for a Contact from within a Knowledge Base Article

While you are working with a specific contact, if you have a knowledge base article displayed, you can also create a service request for the contact, directly from the knowledge base article. To do this, once the knowledge base article is displayed, scroll to the bottom of the article and click on the link Create Service Request for this Contact from this article. Select the appropriate case type from the drop down list to create the case.

The new case record is displayed with the Contact information pre-populated and the knowledge base article already linked to the case as shown.

Once you complete the remaining location details for the specific service request, you can save the record.

Creating a Service Request from the Map

To create a Service Request from the map you select the appropriate service request type on the Agent Console Screen as shown.

Once you select the desired service request type, the new service request form is presented. Scroll down to the map area and you can select either a point, polygon, or intersection to identify the location of the service request on the map. The screen shot below demonstrates the use of a single point to identify the location.

Once you drop the pin on the desired location, the screen refreshes to show the actual address in the location details section. You can now fill in the remaining information (contact, etc) and save the service request.
Using a point or an intersection will be the most frequently used means for identifying the location. If you were trying to identify a specific region for a specific interaction type such as basement flooding or to select a region affected by a weather event, you would typically use a polygon to identify the area in question.

Updating the location on a Service Request

To update the location on an existing service request, you search for the service request, then open it in Microsoft Dynamics CRM. From here you can either type in the new location, or click on the map and move the point/intersection/polygon to identify the new location. Once you have updated the location information, you can save the service request and the information is updated.

Adding Activities to an existing Service Request

To add an activity to an existing service request, you open the specific service request in Microsoft Dynamics CRM and click on the Activities tab in the center pane. From there you can add a phone call, email, or task.

Changing the Service Request Type

In order to change the service request type, you need to be in the “Velocity 365 Manager” view of the case form within Dynamics 365. Open the case record and navigate to the Admin section of the Case form. Once here, you select the checkbox “Override submitted type” and the system will display a warning message as follows:

“Warning: Overriding the request type will create a new case and cancel this current case record. Current customer and location details will be transferred to the new case, but all other custom details will need to be added manually to the detailed record. To proceed, select a different service request below, and save the current record. Uncheck this box to cancel”

Once you have selected the new service request type, you save the record and the changes will be reflected. You will also receive an email advising the type has been changed.

The screen shot below lists the cases for Mango Fruit and shows the original case as Abandoned Property with a status of “Type Changed” and the new case with the type of Aggressive Cat.