Dynamics Customer Service Autonumber

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here

Why on earth did anyone think that this was a reasonable number to include in Customer Service cases?

This number is way to hard to relate to, and too hard to explain why came to be. It has absolutely nothing to do with the Email Tracking Token, leaving the customer utterly confused when talking about numbers.

Might be a little hard to see here, but I open my solution from https://make.powerapps.com and select the case entity. In the Case entity I have the default Case Number field. When choosing to edit this field I simplify the autonumber. This will make even more sense later on.

A larger image

All of this will be included in my Customer Service Solution later on in the guide.

Dynamics 365 Customer Service Team

This post is a part of a series of posts for Customer Service. The complete GUIDE can be found here

I prefer to define a team with a security role when i create Customer Service solutions. The idea is that the incoming case is assigned to the Customer Service team. This way it is clear to see what cases are new and not yet assigned.

NB! Reassigning Cases to a new user Out Of The Box is not great. The cascading rules changes the sorting of emails because of modified on dates. I will therefore include a post on how to modify the cascading rules.

Security Role

Open Dynamics in any app and find the Advanced Settings

This will open up the good old Dynamics Setup. This is where we can access the security model.

We need to create a security role for the team.

These are the entities that I needed to make my scenario work. It is a very minimal role, but I won’t be needing more than this for Customer Service Team.

Team

Open teams and create a new team. I will call mine Customer Service. Make sure you assign the security role to the newly created team.

Dynamics 365 Customer Service Trial

There are many guides out there for this exact step. I only recreated this so all the content is on one page under my control.

In Private

Open a browser in private mode

Open Dynamics 365 Trials

Click the “Sign up here” !!

If you are a customer, click “no, continue signing up”. If you are a partner you should look for different places to create demos. Head on over to CDX Expereiences

It doesn’t matter what you choose here. If you ever turn this into production, the domain name will be something you can change at a later time.

Continue proving you are not a robot, and then wait for everything to finish up.

Start the setup when it’s done. Doesn’t matter what you choose in your setup of apps. It usually installs everything anyway. Eventually you will end up here, and you can open Customer Service HUB:

We have now completed the first step, and created a new trial for Customer Service.

Adding Exchange

With out Exchange added to your trial we won’t get far. Open https://admin.microsoft.com

Start “Get Free Trial”, and click the next next etc etc.

Back in the portal you want to open users, and locate your user. Choose the Microsoft E3 subscription and attach this to your contact. Remember to click “SAVE CHANGES” in the bottom when you are done.