Question

You are customizing a Dynamics 365 for Customer Service implementation. The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area. You need to create the chart.

Which three actions should you perform in sequence?

Answer 1

To create the required chart in Dynamics 365 for Customer Service, you need to access the 'Cases' entity, create a new chart with resolved cases grouped by agent and month, and share it with relevant users or teams.

Step-by-step explanation:

To create a visual representation that includes the number of resolved cases by month for each call center agent in Dynamics 365 for Customer Service, following actions need to be performed in sequence:

1. Access Dynamics 365, go to the 'Service' area and navigate to the 'Cases' entity to work with case data.
2. Create a new chart using the in-built chart designer within Dynamics 365. Specify the necessary filters and group by options to show resolved cases by month for each agent.
3. Ensure the chart is shared with or assigned to the appropriate team or all users within the service area so it is visible to everyone needing access.

By following these steps, you will create a visual representation that helps the call center manager quickly assess individual agent performance over time and provides valuable insights for the entire service team.