Quick start for administrators

Before you start

• A Power Platform environment with a Dataverse database. A Sandbox is fine for trying it; use a Production environment for live work.
• You are a System Administrator of that environment.
• Each person who will use the app needs a Power Apps licence and a JUST XRM Customer Service licence.

1. Get it from AppSource

On Microsoft AppSource, find JUST XRM Customer Service, select Buy now and choose how many users. Microsoft bills you and adds the licences to your tenant.

2. Install it

From the listing select Get it now, or in the Power Platform admin centre open your environment and choose Resources > Dynamics 365 apps > Install app. Pick JUST XRM Customer Service and the environment. Installing takes a few minutes and sets up Standard Business Hours (Monday to Friday, 09:00 to 17:00), UK bank holidays, a Standard SLA policy and the priority matrix, so it works from the first case.

3. Give out licences and roles

1. In the Microsoft 365 admin centre, under Billing > Licences, assign a JUST XRM Customer Service licence to each person.
2. In the Power Platform admin centre, open the environment, then Users > Manage security roles, and give each person one role: JUST XRM Customer Service Agent (works cases), Team Lead (sees the team's cases and workload) or Service Manager (changes the setup).

Set UK formats

A new environment often shows dates the American way (10/21/2026). Before people first sign in, go to Settings > Administration > System Settings > Formats and choose English (United Kingdom). Anyone can also change their own under Personalisation Settings.

4. Open Getting Started

Open the app JUST XRM Customer Service and go to Administration > Setup > Getting Started. It lists every setup step, ticks each one as it is done, and its Set up buttons take you straight to the right place. The system health check at the bottom says Green when everything is working.

Want to see it working first? Select Load sample data: a small fictional service desk appears, and Remove sample data takes it all away again. See sample data.

5. The essential steps

1. Business hours and bank holidays are ready. Change the hours if your desk keeps different ones. See Service levels.
2. SLA targets: check the first response and resolution times for each priority in SLA Policies > Standard.
3. Queues: create one for each team (for example IT Support), with an Assignment Method: Round Robin, Least Busy or Manual. Add people in Queue Members, with how many open cases each can hold.
4. Case Categories: create the categories your customers' requests fall into, each with a Default Queue, so new cases land with the right team.
5. Roles: done in step 3.
6. Knowledge: publish a first article or two. See Knowledge articles.

6. The optional steps

• Email to case: turn a support mailbox into cases, and send customers an acknowledgement with their case number. See Email to case and acknowledgements.
• Canned responses: saved replies agents send in seconds.
• Satisfaction ratings and Teams alerts: in Service Settings. See Service Settings and sample data.

Check it works

As someone with the Agent role, create a case: it gets a case number, a priority and due times at once. Resolve it with Resolve Case. If anything is not right, the health check on Getting Started says what to do.