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!

Dynamics CRM 2013 - Part III - Service Management SLA's

As I mentioned in my earlier posts, there are a few additional goodies in the CRM Online Spring 2014 release that are currently available to new customers (and existing customers, depending on the roll out schedule). In previous posts, I talked a little bit about automatic Case creation and the queue routing rules. In this post, I will provide a view of the SLA feature in the latest update.

Dynamics CRM 2013 - Part II - Service Queues and Routing

As I mentioned in my earlier post, there are a few additional goodies in the CRM Online Spring 2014 release that are currently available to new customers (and existing customers, depending on the roll out schedule). In this post, we will take a look at the revamped service queues and the routing rules.

Dynamics CRM 2013 - Service Management - Part I

If you are on a Dynamics CRM online subscription, you would have noticed the option to install the latest Spring Release 2014 Update (here are some details on the Spring Wave Training Blitz that is available as a recording for CRM partners). There are quite a few features and improvements in the latest version, but the focus of this post is going to be the enhancements around Service Management and my views on the new features.

Thoughts on Convergence 2014 Day 1 - Part III

In the first part of this series, I talked a little bit about how the Dynamics Business suite fits into Microsoft's overarching plan of delivering innovation to the customer, and also discussed some details on the Dynamics CRM roadmap specifically with the Spring and Autumn updates. The second post was all about the marketing tools available within Dynamics CRM as part of the Spring Update.

In this post, the focus will be on the upcoming enhancements to the Customer Service suite through the Spring Update of Dynamics CRM.

Thoughts on Convergence 2014 Day 1 - Part II

In the first part of this series, I talked a little bit about how the Dynamics Business suite fits into Microsoft's overarching plan of delivering innovation to the customer, and also discussed some details on the Dynamics CRM roadmap specifically with the Spring and Autumn updates. One constant theme of Day 1 of Convergence 2014 was on products delivering amazing customer experience regardless of the channel they use.

Thoughts on Convergence 2014 Day 1 - Part I

This post is Part I of a series where I will be discussing the Keynote speeches and my thoughts/ opinions around the presentations. The posts will have a decidedly Dynamics CRM bent to it (which by the way has 40,000 customers and 4 million users worldwide).

Convergence 2014 in Atlanta, Georgia is the largest Dynamics party of the year for customers and partners associated with Microsoft's Business product suite. The first 3 days are all about keynotes and breakout sessions, with the last day focused on getting all your questions answered by Microsoft's team members or Dynamics user group communities. The are about 12,000 attendees for Convergence this year.

CRM 2011 Queue History Report

While working with a recent prospect, there was a very interesting report that they wanted to recreate in Dynamics CRM. The report would give details of the time the object (in this case incident) spent in each queue. For example, if incident "Incident_xyz" was in queue "A" for 5 minutes, and then was moved to queue B 20 minutes ago, then the report should show the time spend in each queue.