To search for an existing service request (case) by case number, enter the case number in the Case # field and click Search. The case location displays centered on the map and the Case Details display the case number and status.
To open the case, click the Open link within Case Details.
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 Save. 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.
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 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, click the Open link within Case Details.
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.
You can also view the cases by type on a map and quickly identify the specific case you are interested in. To do this, use the filters to identify your search criteria in the search cases area and click 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.
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.
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.
While you are working with a specific contact, by selecting Open to display the Contact Details, you can also create a service request for the contact directly from a Knowledge article. To do this, scroll to the bottom of the appropriate knowledge article and click on 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 article already linked to the case.
Once you complete the remaining location details for the specific service request, you can save the record.
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. Navigate to the Location tab and 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.
To update the location on an existing service request, search for and open the service request. The service request case displays. Navigate to the Location tab and 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 location information is updated.
To add an activity to an existing service request, open the specific service request, navigate to the Related Tab and click Activities. The Activities form displays and you click Add New Activity to add a phone call, email, or task.
Open the case record and ensure the view is “Velocity 365 Manager.”
Navigate to the Admin tab and select the checkbox “Override submitted type.” The system will display a warning:
“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, click Save 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.