Mod: 1
Lab: 1
Exercise: 2
Task: 3
Step: 4 and 7

Description of issue:

• This is a follow-up issue based off of similar issues present as shown in closed issue #45
• Tester states that 'sample data' never populated but dont see any manual steps that reference 'Sample data'. This could possibly happen on the backend when the tenant is logged in with a trial attached.
• Can you expand a bit on where this sample data lives and what the process is to: "Once sample data was added, issue resolved"?

Module: 01

Lab/Demo: 01

Task: 03

Step: 04

Description of issue

• on the subject field, there is no existing subject for Service and Maintenance. it has be created first to be available for selection. I know how to do this, but please include instructions on how to create it for learners or have it available as part of the sample data.

Task: 03

Step: 07

Description of issue

• there are no active products in the environment. JBO top D Hifi needs to be created from scratch. I know how to do this, but please include instructions on how to create it for learners or have it available as part of the sample data.

Lab: 12

Exercise: 01

Task: 01

Step: 06

Description of issue

• cannot enable historical analysis... see images below.... please correct instructions for this lab...

Repro steps:

Module: 06

Lab/Demo: 11

Task: 01

Step: 06

Description of issue

I found too many issues on this lab, to begin App profile manager is now deprecated as indicated here: https://learn.microsoft.com/en-us/dynamics365/app-profile-manager/app-profile-manager

Hence many steps need a rewrite, when is the timeframe to get this lab updated to reflect UI changes?

Module: 00

Lab/Demo: 00

Task: 02

Step: 03

'Customer Service Hub' does not exist on the page that task 2 takes you to. It looks like the app was never provisioned into the lab environment.

Repro steps:

1. follow the steps

Module: 05

Lab/Demo: 01

Task: 01

Step: 00

Description of issue
Organisational Units no longer on site map
Repro steps:
Workaround You could either

1. Navigate to the Resource Schedule App to add organisational units and resources
   or
2. Use sites instead

What would you suggest?

Lab: 01

Exercise: 02

Task: 03

Step: 05, 07

Description of issue
Step 05 asks the user to find and select the account they created in Task 1 however, the function of the Customer Field searches through the Contacts list and pulls in the contacts created in Task 2.

Step 07 asks the user to enter Armband in the Product field and select Armband 100, this does not exist.

Lab: 04

Exercise: 03

Task: 01

Step: 16

Description of issue

• my case was not routed to Silver queue but instead to the Bronze queue.

Repro steps:

1. Please fix step 16 to read "bronze" queue to avoid confusion with learners
2. Or please fix exercise 2, step 22 to select maintenance instead of service on the right hand side of the condition.

Module: 4

##Lab/Demo: 07 Customer Voice
###Exercise: 03 Send survey when a case is resolved
####Task: 1 Configure automation

Step: 16 Clear the Email template field and select the Case Resolution template You created.

Description of issue
I am not able to select the correct email template as it is asking me about the customer voice project which is again I am not able to select from the dropdown menu.

Lab: 11

Exercise: 01

Task: 01

Step: 04

Description of issue
Instructions describe App profile manager being located under the ellipsis drop-down menu under Customer Service workplace, but it's now under Apps.

Repro steps:

Navigate to the Power Apps Maker portal https://make.powerapps.com/.

Select the {TENANTPREFIX} Dynamics 365 environment.

Click on Apps

Click on the ellipsis (…) in the Customer Service workspace app and select App profile manager.

Click App profiles. You will see profiles for Customer Service workspace and Omnichannel for Customer Service.

Select the Customer Service workspace - default profile.

Review the General, Session templates, Productivity Pane, and Channels tabs.

Module: M02Lab01_Entitlements_and_Templates

Lab/Demo: Lab 5 – Entitlements and SLAs

Task: Task 5 – Test Service Level Agreements

Step: 6.Select the SLA tab. You should see the Case Response By SLA KPI in progress with failure time set to 1 hour's time.

Description of issue
Hello,
Can anyone please help me to sort out the issue.
I Created Entitlements , Entitlement templates and Service level agreement from D365 Customer service admin center and activated it, While testing the SLA from Customer service hub I couldn't see SLA KPI Instances under SLA tab.

Repro steps:

All of the described settings need to be performed in the Customer Service admin center, since they are all removed from the Customer Service Hub, please update the description.

The creation of queues needs to be performed in the Customer Service admin center now, please update the description.

Module: M06Lab03_Agent_Collab

Lab/Demo: Lab - Agent collaboration

Task: Task 2: Create bookable resource records that can be used as experts.

Step: 4. Configure the new Bookable resource as follows:

Resource Type: User

Contact: Alan Steiner.

Description of issue
Hello,
Can anyone please help me on this.
1.I created the user from Customer service hub -> contacts. when I tried to add bookable resource the user is not shown in the dropdown options.
2.Then I tried creating from Microsoft 365 admin center as well but the user is not shown.

Repro steps:

Lab: 11

Exercise: 01

Task: 01

Step: 04

Description of issue
App profile manager has been removed. This exercise is now redundant.

Repro steps:

Lab: 11

Exercise: 01

Task: 02

Step: 07

Description of issue
The template cannot be saved. An error message appears when I press save. I did not test the rest of the lab instructions as I expect this lab will be updated with descriptions of how to navigate around the Customer Service Admin Centre!

Repro steps:

Lab: 05

Exercise: 04

Task: 05

Step: 06

Description of issue

• When you select the SLA tab, you should see the case response by sla kpi in the grid. but this is not the case

Repro steps:

1. To fix the issue, please include an instruction on step 5 to go to the Details tab and set the case type to Problem.

Module: 05

Lab/Demo: 01

Task: 00

Step: 00

Description of issue

This may be an issue more for orgs that use pre-provisioned/pre-provided Dynamics Tenants, wherein the Omnichannel functionality referenced for this Demo/Lab is not pre-provisioned by default, however I am wondering if it might be a good idea to nevertheless include a short 'Note' - or even just the reference to the URL - in the Demo 05 instructions.

Perhaps including a basic step-by-step process to setup a trial Omnichannel account to utilize along with the existing Dynamic Tenant.

For example, this takes a short amount of time to enroll/configure - but does appear to allow the access Omnichannel when used in conjunction with a Tenant not already pre-provisioned as such: 'Get a Dynamics 365 trial instance' section of Try channels in Omnichannel for Customer Service | Microsoft Docs)

-- https://docs.microsoft.com/en-us/dynamics365/customer-service/try-channels

Repro steps:

The updated October 2022 'MB-230T01A-ENU-ChangeLog.pdf' file indicates there has been an 'Agent Collaboration' lab added:

Can you clarify which document in the /Instructions corresponds to this new 'Agent Collaboration' lab?

Lab: Agent Collaboration

Exercise: 01

Task: 01

Step: 05 & 8

Description of issue:

It is not possible to carry out this step as you need to be a Global Administrator:

• Turn on Microsoft Teams chats inside Dynamics 365
• On the Customer support swarming screen, ensure that Swarming is set to On.

Note: the fact that step 8 cannot be carried out, stops the user from carrying out Exercise 2.

Repro steps:

Module: 01

Lab/Demo: 00

Task: 01

Step: 01

Description of issue: Given link is for a specific tenant and not everyone can access it.

Repro steps:

1. Go to the environment you created earlier in the previous module.
2. Click the link under Environment URL.

Module: 00

Lab/Demo: 00

Task: 02

Step: 02

There is no 'Edit' button on that page.

Repro steps:
Follow the instruction in Task 2 :-)
Step 1 navigates you away from the Power Platform admin center.
Step 2 in not possible from the page you end up on.

Module: 01

Lab/Demo: 02

Exercise 01

Task: 02

Step: 08

Description of issue - The text to enter for 'URL' is unclear in instruction "...Enter for URL. Replace [Org Name] with your organization name...."

It might help if that instruction was slightly fleshed out, giving an example of what to type for 'ORG', such as:

"... 'Enter for URL. Replace [Org Name] with your organization name. For example, if your Dynamics 365 URL is https://MyOrgName.crm.dynamics.com enter MyOrgName in the URL field...."

and/or a link describing it in more detail could help:

"...additional information on how to configure your Dynamics 365 Service Root URL field can be found at https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-customer-service-analytics-dashboard..."

Module: 02

Lab/Demo: 01

Exercise 02

Task: 02

Step: 05

Description of issue
While step 5 is fine, "...5)Click on the Call From Lookup, click Contacts, and select Maria Campbell....", there is an additional required field called 'Call To', that could be included to clarify this step - or added as an additional step. (absent any other specific user referenced as required for 'Call To' field, we chose 'MOD Administrator')

Module: 01

Lab/Demo: Practice Lab 2

Exercise 02

Task: 02

Step: 14

Description of issue
Instruction says 'locate and click on the Active Activities (Last 30 Days) tile. The selected report will load.'

This report no longer appears to be present. Has it been renamed or moved elsewhere, and if so...to what/where?

Module 1: Customer Service Overview | Practice Lab 1 - Install the app | Task 2 - Install Sample Data | Step 10

The first dashboard, Connected Customer Service Dashboard does not have data; the user must select the drop down and explore other dashboards to see the sample data. It may be a good idea to add a small note here for the end-user.

Module 2: Case Management | Task 1 – Create Case | Step 7

Username is not one of the customer options, out of the pre-existing library. I'd recommend either having the user creating a new entry or leveraging an existing, like Maria Campbell (sample).

Module 2: Case Management | Practice Lab 2 – Creating queues | Exercise 1 – Create Queues | Step 2

This is an arrow not ...

Module 2: Case Management | Practice Lab 3 – Resolving cases | Step 3 and 9.

The directions call for you to locate the missing power supply record you created, which is not accurate. In the prior lab, you created a Defective Screen case.

Module 3: Service Level Management | Practice Lab 1 – Entitlements and templates | Task 1 – Create Entitlement | Step 8

The directions call for you to pair the entitlement with your user for the primary customer.

Recommendation to add steps to create a user here.

Module 4: Knowledge Management | Practice Lab 1 – Create knowledge articles | Task 2 – Approve and Publish Knowledge Article | Step 8

This should be You instead of YOu.

The lab environment contained large amounts of data from previous Dynamics 365 courses

It took me several hours to clear down the data which must be deleted in a defined order due to dependencies and cascade behaviours in between the Dynamics 365 tables

Environment: WWLCLOUDCE000133

This is the order to clear the tables:

• Booking Timestamp
• Booking Journal
• Geofence
• Geofence events
• Schedule Boards (except for Initial dashboard)
• Bookable Resource Bookings
• Booking Notification Codes
• Resource Requirements
• Requirement Groups
• Requirement Group Templates
• Requirement Resource Preferences
• Requirements Priorities
• Bookable Resource Groups
• Proficiency models
• Work Hours Templates
• Work Orders
• Time Entries
• Agreements
• Customer Assets
• Customer Asset Categories
• Functional Locations
• Invoices
• Orders
• Quotes
• Opportunities
• Purchase Order Products
• Purchase Orders
• RTVs
• RMA Receipts
• RMAs
• Inventory Adjustment Products
• Inventory Adjustments
• Inventory Transfers
• Product Inventory
• Inventory Journals
• Warehouses (except for Main)
• Territories
• Tax Codes
• Payments Terms
• Incident Types
• Work Order Types
• Work Order Substatuses
• Resolutions
• Service Task Types
• Inspection Templates (Deactivate if published)
• Field Service Price List Item
• Price List Item
• Product
• Price List
• Discount List
• Unit Groups (except Default Unit and Distance Units of Measure for Resource and Asset Location Management)
• Service Activities
• Services
• Time Group Detail
• Fulfilment Preferences
• Facilities/Equipment
• Bookable Resources
• Bookable Resource Categories
• Requirement Characteristics
• Characteristics
• Organizational Units
• Business Closures
• Routing Rules Sets (Deactivate first)
• Record creation and update rules (Deactivate first)
• Entitlements (Deactivate first)
• Entitlement Templates
• Service Level Agreements (Deactivate first)
• SLA KPIs (Deactivate first)
• Holiday Schedules
• Customer Service Calendars
• Application tabs (not created by SYSTEM)
• Session Templates (not created by SYSTEM)
• Agent Scripts
• Agent experience profiles (except for 3 locked profile)
• Cases
• Contacts
• Accounts
• Basic Queues (not created by System and owner does not begin with # and name does not begin with <)

Module: 01

Lab/Demo: Creating Cases

Task: 03

Step: 04

Description of issue:

Not a show stopper, but
There is no drop down for service to select "Maintenance."

Repro steps:
https://github.com/MicrosoftLearning/MB-230-Dynamics365forCustomerService/blob/master/Instructions/Labs/LAB%5BMB-230%5D_M01Lab01_Creating_Cases.md#task-3--create-case

Module: 06

Lab/Demo: 01

Task: 01

Step: 06

You need to go to Resource Scheduling app to set Lat and Long in Organizational Units

Task 2 -
Step: 01 Business closures are also in Resource Scheduling app

Exercise 2
Task 2
Resource Categories have now been moved to Roles in Resource Scheduling > Resources

Lab 2: Define Services (this is not runnable as written)
Ex 1
Task 1
Step 03 - Services are now in Customer Service Hub > Scheduling > Scheduling

Ex 2
Task 2
Step 3 - Service Activities are now in Customer Service Hub > Scheduling > Scheduling

You need to go to Settings / Administration / Enable Resource Scheduling for Entities and add the Service activity to get the Schedule Board to work.

I was not able to get this going as there were too many new/inexplicable things going on - Sites is a new field. Resource Groups is new, not sure how they relate to Resource Categories
apart from that they are different things.

Record creation rules / Routing Rule Sets cannot be created from the Customer Service Hub anymore, they must be created from the Customer Service admin center, pelase update the description