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.