Tuesday, June 17, 2014

Dynamics CRM 2013 SP1 - Enterprise Case Management features for On-Premise

My earlier posts on Service Management Spring release were on the online version of Dynamics CRM, as at the time of the first post Service Pack 1 was not available for on-premise installs. Since then, Service Pack 1 has been released for public consumption, and I was very excited to install the same on my own VirtualBox VM. After the SP1 install and the server reboot, I was all set to continue messing around with the Service management features, except that I could not find the darn "Service Management" section under settings. Follow along as I will explain how make the new section available for use!

One of the interesting things about the Enterprise Case Management features that are in SP1 is that it is an opt-in feature, meaning that it is not available to use by default. To enable it, go to Settings/ Administration and click on "Install Product Updates".

The next page will provide an option to install the case management features in SP1, along with a very hig level overview of what to expect.

Click on the Update button. A warning message will appear asking if the user wants to continue the install as SP1 cannot be uninstalled at a later date. Select "Yes".

The update is then installed on the organization, at the end of which you will get a message confirming that it completed successfully.

You will now be able to see the "Service Management" section under settings, which will be the entry point to the new case management features in SP1.

Hope this helps, and thanks for reading!

Since the update is installed on the organization, it follows that the Service Management section will be available ONLY for that particular organization. Any other organization that shares the same deployment will not have the new feature available.

If you are interested in knowing more about the Enterprise Case Management features in SP1, please take a look at my three part series on Service Management:

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