Dynamics 365 Training

1. How to open a case for the customer manually?

2. How to respond or route an existing case?

When responding to a case.

• Make sure that the case is in the correct queue first. Otherwise, route it properly.
• Once the category and queue are set properly, you have to assign that case to yourself before responding. 
• When responding to the user with the email, always respond with 'Reply All' and make sure to remove 'Helpdesk Mailbox' or 'General Queue' in the To/CC field of the email. 
• Proofread your email to ensure there are no mistakes, typos, and grammatical errors. The email style should be always formal in language. 
• Every email that is sent from Dynamics will have helpdesk@bridgeport.edu as the from address. So, make sure to include your signature for every response.
• Your email signature has to be consistent with the rest of the team, see below for the template. 

When assigning a case.

• Set the category & sub-category appropriately for the case and click on 'Save & Route'.
• Do not assign to a Team directly using the 'Assign' button. Save & Route will transfer the case to the proper queue with the proper team as owners. 
• You can assign a case to yourself if it is in your queue.
• You can assign a case to another user only if they are in the same queue where the case currently is. 

To Access Attachments/Screenshots.

• To view email attachments or screenshots added to the email, click on the 'Related' Tab in the top section of the case and select 'Documents'

Do not

• Assign to a person directly without setting the category and routing a case.
• Send an email without a helpdesk signature.
• Send an email without proofreading and in an informal style.
• Send an email without reading the most recent email conversations.
• Respond to a case without assigning it to yourself. 

Email Signature Template

Copy and paste the following email signature for your profile. 

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