Explanation
Timeline Description automatically generated with medium confidence

Create a queue in Customer Service app
To create or edit a queue
Go to Settings > Service Management.
Select Queues. (Step 1)
To create a new queue, select New. (Step 2)
Fill in the details.
Select Save.
Step 3: Change the queue type to Public
Other employees must read and respond to messages that are routed to a customer service queue.
In Customer Service, you can create two types of queues:
Public queues: Create to let everyone in the organization view the queue and all of its items.
Private queues: Create with limited set of members to help those members easily view the queue items in that queue. Private queues streamline queue items for the members of that queue only and help to remove clutter from other user's views.

Explanation:
Graphical user interface, text, application, email Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email
https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dyna
Topic 4, Lamna Healthcare Company (NEW)
Case study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
Lamna Healthcare Company has a call center for the city. They receive roughly 5,000 calls a day on health issues.
They have the following three departments that take calls daily:
* Chronic illnesses
* Flu-type illnesses
* Geriatric illnesses
There is a fourth area that monitors for miscellaneous issues.
They are implementing Dynamics 365 Customer Service.
Requirements. Queues
* A queue has to be set up for each department.
* Emails must automatically be routed to the appropriate queue.
* Miscellaneous queues must be visible to everyone.
* The other queues must be visible only to the appropriate department.
* If a case is open more than 30 days, the case must automatically be routed to the supervisor.
* There must be a button on the queue list screen to route a case to a supervisor if requested.
Requirements. Visualizations
* Support representatives must have a real-time view of cases assigned to them, including the status of each case.
* Support representatives must be able to see a graphic view of cases by customer that are assigned to them.
Requirements. Knowledge Base
* Support representatives must use the knowledge base first to try to solve issues.
* Support representatives must be able to reference the knowledge base when it is used to resolve the case.
* The knowledge base article that is used to resolve a case must always be sent to the customer.
* If the answer is not in the knowledge base, a support representative needs to create a knowledge base article.
Requirements. Cases
* The cases must follow a process that includes identify, research, and resolve.
* A confirmation section must be added before the resolve section.
* Customers must have contracts that allow them to call Lamna Healthcare 10 times a year for help.
* In addition to the 10 free calls, customers must be able to send 15 emails a year for support.
* Cases that come in as phone calls must be resolved with seven business days.
* Cases that come in as emails must be resolved within three business days.
Requirements. Surveys
* Lamna Healthcare sends out about 100,000 surveys a month.
* Lamna must use Microsoft Forms Pro for their surveys.
* All surveys must have the company logo.
* The logo's company colors must not be changed. Any modifications to the graphic or colors is a breach
* of company policies.
* A survey must automatically be sent once a case is resolved.
* A manual survey must be sent if a case is escalated.
* A survey must not be sent without confirming that it is accurate.
* Supervisors must test a survey before it is finalized.

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-casemanageme

A confirmation section must be added before the resolve section.
Example: Add an on-demand action to a business process flow.
The Dynamics 365 (online), version 9.0 update introduces a business process flow feature: business process flow automation with Action Steps. You can add a button to a business process flow that will trigger an action or workflow.
Reference:
https://docs.microsoft.com/en-us/power-automate/create-business-process-flow#add-an-on-demand-action-to-a-business-process-flow

Explanation:
Graphical user interface, text, application Description automatically generated

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases