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.

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.