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Simplifying Customer Service

Welcome to my community solution for simplifying the Customer Service.
This is a part of a blog series you can find on my blog https://crmkeeper.com/dynamics-365-customer-service/

Scenario

Bilde

Before you start downloading the solution, you should head on over to my blog post where I explain how to implement everything.
https://crmkeeper.com/dynamics-365-customer-service/
I would prefer to download the solution as unmanaged. I only add things that you easily can remove afterwords. Every form I create is custom, and should not overwrite anything you have from before. This is why I am sayin it should be safe to import as unmanaged solution. I am not an ISV, so therefore the configuration is not to be considered as an ISV solution either.

NB!! Language 1033 English has to be enabled.

The following is a list of what is included in the Solution file.

Account

Form

Account Main - CS <- Main form for account
Recent Cases - CS <- Quick View Form for Cases

Appointment, Email, Note, Phone Call and Task

Relationship

N:1 relationship updated to configurable cascading, and Assign set to "Cascade None". Default behaviour is Parental. This had to be done, because the assigning of case will mess with the date stamps on case activities.

Case

Form

Case Main - CS <- Main form for Case

JavaScript

cs_case <- Script for Case

View

Active Cases - CS <- Main view for all cases
Active Cases Team - CS <- All cases assigned to the team
My Active Cases - CS <- The cases assigned to you

Field

Case Number "ticketnumber" - I overwrite the autonumber. Default Value is CAS-{SEQNUM:5}-{RANDSTRING:6} if you wan to revert
Last Activity Date "cs_lastactivitydate" - Updates whenever a new email is received. Feel free to use field for Tasks or other avtivities as needed.

Contact

Form

Contact Main - CS <- Main form Contact
Contact Simple Form - CS <- Quick edit on Case
Recent Cases - CS <- Quick View form for Case

Email

Form

Email - CS <- Main form Email

JavaScript

cs_email <- Script for Email

Field

Signature Added "cs_signatureadded" - Added because email does a strange close&update before actually sending the email. This is just to store that javascript has added signature

Signature (Custom Entity cs_signature)

Field

HTML Signature "cs_htmlsignature" - Where we store the signature in HTML for the user

User

Form

User - CS <- Main Form

Field

Signature "cs_signature" - lookup storing the signature

Process

Email - New email received on case <- Notify user when a new email has arrived + update the case with the latest activity received date. example WF for use if you want to

Record Creation and Update Rules

Email 2 Case - Will import as inactive and you have to update with correct parameters to make it work Need to update owner of new cases

Model Driven App

CS - App to run with all views/forms/dash etc

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Making Customer Service simple

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