Practices for Lesson 2

Practices for Lesson 2

Overview
In the lab exercise, you will walk through a simple scenario from the perspective of two
personas.

First, you will take the role of a customer contact where you will visit the Digital Customer
Service website, search for an answer in the knowledgebase, and submit a service request.

Second, as an internal service agent you will login to the employee application. From there you
will practice responding to a service request.

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2 Practices for Lesson 2

Practice 2-1: Search Knowledge and Submit a Service Request

Goals
 Visit a Digital Customer Service website
 Search for an answer in the knowledgebase
 Submit a service request

Time
~5 minutes

Overview
In this practice you will take the role of a contact from an external customer where you will visit
the Digital Customer Service website, search for an answer in the knowledgebase, and submit a
service request.

Tasks
1. Launch a browser and enter the URL provided by your instructor.
2. Access the customer service website by clicking Digital Customer Service.

3. From the web page that opens, search the online knowledgebase to find an answer to your
question.
a. In the search box, enter green server system LEDs.
b. Click the Search button.

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Practices for Lesson 2 3

 c. Notice the search results that are returned.

d. Drill down on "How to check Fault/warning LEDs".

e. Notice the article that is displayed.
It includes rich text HTML elements such as bolding and bullets. It can also include
embedded images.

f. Click Done to return to the search results.

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4 Practices for Lesson 2

4. Submit a service request to customer support
a. At the bottom of the page, under Get Help, click Create Service Request.
b. Observe the message saying that you must be logged in to create a service request.
c. Close the message by clicking the X on the right.

d. At the top of the page, click Sign In.

e. Set:
User ID cole.mitchell
Password The password provided by your instructor.
This will normally be the same password
that you use to sign in as your CRM
student user.
f. Click Sign In.
g. Notice that you are returned to the DCS main page, and that in the upper right the
current user is shown as Cole Mitchell.
h. At the bottom of the page on the left, click Create Service Request.

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Practices for Lesson 2 5

 i. Set:
Title Test SR nn
where nn is your student number
Problem Description Test SR from DCS
j. Click Save and Close.
At the top of the page, the application briefly displays a confirmation message
indicating your SR number.

After a few seconds, the message disappears.

5. Exit the application.
a. In the upper-right, click your user name (Cole Mitchell) and select Sign Out.
b. Click Confirm.
c. Close the browser tab.
d. Close the browser.

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6 Practices for Lesson 2

Practice 2-2: Respond to a Service Request

Goals
 Navigate to the employee application
 Respond to the service request

Time
~5 minutes

Overview
In this practice you will take the role of internal service agent. After logging into the employee
application, you will search for and respond to the service request you created from the website.

Tasks
1. Sign in to the employee application using your assigned login.
a. If necessary, launch a browser.
b. If necessary, enter the URL supplied by your instructor.
c. Click Sales Cloud Direct Login.

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Practices for Lesson 2 7

 d. Enter the User ID (crm.studentnn, where nn is your student number) and the
password supplied by your instructor.

e. Click Sign In.

Note: For the rest of the practices, this procedure will be shortened to "If necessary,
sign in to the application using your assigned login."
2. If necessary, close the message related to Notifications.

3. Locate the SR.

a. Navigate to Service > Service Requests.

Note: You may also navigate through the application by opening the Navigator in
the upper left. It displays a list of all areas of the application that you have access to.
b. Filter the Service Request list
1) If necessary, set List = All Open Service Requests.

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8 Practices for Lesson 2

 2) Observe that the list displayed includes the SR that you submitted on the Digital
Customer Service website (with Title = Test SR nn, where nn is your student
number).
4. Add a note to the Service Request.
a. Drill down on the Reference Number for your SR.

This is a link to the individual SR details.

b. Observe the details of the SR, which include a default Severity and Status along with
other fields.
c. On the left, click the Messages subtab.

d. On the right, click the Compose button and select 'Internal Note".

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Practices for Lesson 2 9

 e. In the note editing area, enter This is a test internal note.

f. Observe how to add an attachment.

1) Click Manage Attachments (the plus sign ).

2) Click Browse and observe that you could select a local file to attach.
3) Click Cancel.
4) Click Cancel.
g. Click Post to submit the internal note.
The service request is displayed with the internal note.

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10 Practices for Lesson 2

5. Respond to the Service Request.
a. On the right, click the Compose button and select "Response".
b. If necessary, set Channel Type = E-mail.
c. In the To: field, select the recipient from the list of contacts on the SR.
1) Open the To field.
2) Click Search.
3) Set First Name = Cole.
4) Click Search.
5) In the Search Results area, select the checkbox on the left to select the Cole
Mitchell row.
6) At the top of the page, click OK.
d. In the message body, enter This is a draft test response.

e. At the top of the Compose: Response section, click Save as Draft.

f. Observe that the message is displayed with an indicator that it is a Draft.
g. Click the Edit button.
h. Enter This is a test response in the message body.
i. Click Send.
j. At the top of the page, click Save and Close to close the Service Request.

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Practices for Lesson 2 11