Collapsing Business Process Flows in Dynamics CRM 2013/2015

Are you using an out-of-the-box Business Process Flow in Microsoft Dynamics CRM 2013 or 2015, but want to have it collapsed by default? Then today we have the answer for you! Business Process Flows are tools that help guide users through business processes in CRM. However, if your organization doesn't wish to utilize the built-in Business Process Flow, simple JavaScript is all that is needed to collapse them.

In this example, we will show the steps for collapsing the Business Process Flow on the Opportunity record. The following JavaScript must be placed in the OnLoad event on the Opportunity form:

function collapseOpporBusinessProcess(){setTimeout(collapseOpporBusinessProcessDelay,300)}

function collapseOpporBusinessProcessDelay(){Xrm.Page.ui.process!=null&&Xrm.Page.ui.process.setDisplayState("collapsed")}

Here are the step-by-step instructions for deploying custom JavaScript in Dynamics CRM. Please note before getting started that you will need the appropriate permissions and the System Administrator or System Customizer role may be required. .

Step 1:    Launch Form Editor for the Opportunity record, then click on Form Properties from the ribbon.

Collapse Business Process Flows

Step 2:    Add a New Library by clicking Add in the Form Properties section.

Collapse Business Process Flows

Step 3: When a dialog box is presented, on the bottom left, select New to create a new web resource.

Collapse Business Process Flows

Step 4: Provide an appropriate Name and Display Name. From the Type selection, choose Script (Jscript), then click Text Editor.

Collapse Business Process Flows

Step 5:    Paste in the following code.

function collapseOpporBusinessProcess(){setTimeout(collapseOpporBusinessProcessDelay,300)}

function collapseOpporBusinessProcessDelay(){Xrm.Page.ui.process!=null&&Xrm.Page.ui.process.setDisplayState("collapsed")}

Collapse Business Process Flows

Click OK. Save, Publish and Close the newly created Web Resource. CRM returns you to the Web Resource Look Up dialog window.

Step 6:    Click Add to add the newly created Web Resource to the Form Library.

Note: if the new web resource is not already selected you may search for it again as shown here.

data:text/mce-internal,content,imgsrchttp//www.powerobjects.com/blog/wp-content/uploads/sites/4/2015/06/062315_1704_CollapsingB6.pngalt/

Step 7:     Now scroll down to the Event Handler section on the Form Properties window. Ensure the Control is set to Form and Event is set to OnLoad, then click Add.

Collapsing Business Process Flows

Step 8:    On the Handler Properties window, paste in the Function Name, collapseOpporBusinessProcess, and click OK.

Collapsing Business Process Flows

Step 9: On the Form Properties window, click OK, then on the Opportunity Form, click Save and Publish.

Collapsing Business Process Flows

Now you are all set! You will now see that the Business Process Flow will be collapsed. You may see if for a brief period immediately following the above steps due to timeout settings in the code. This is required in order to allow the entire form to load (including sub-girds and other elements). The out-of-the-box expand/collapse functionality will still remain in place.

Collapsing Business Process Flows

That's all for today, folks. For additional tips and tricks, visit our blog weekly. You can also find more information regarding Business Process Flows in CRM 2015 here. And as always, if you need additional assistance with Dynamics CRM, don't hesitate to reach out to us here at PowerObjects.

Happy CRM'ing!

 

Accessing the Business Process “Name” in Dynamics CRM

In your Microsoft Dynamics CRM musings, you might have come across having multiple business processes that you follow on Opportunities. What do you do if you want to track how many opportunities are following each?

Example:

Standard Process flow vs. Streamlined Process flow

The question is how many Opportunities are following the Standard Process and how many are following the Streamlined Process?

The name of the process flow cannot be added to a view within the Opportunity entity, its individual Stage Categories, the entity itself and stage name can be accessed….but not the "NAME" of the Process Flow. Here is the good news! This issue can be solved in a few minutes with a single custom text field and a one line workflow.

Once this field has been populated, standard CRM charting and reporting can be used to provide the information you are looking for.

The workflow is a simple "OnCreate" (Opportunity) and "OnChange" (processed field on the Opportunity) – with one "update" step to update your custom text field that holds the Business Process Name.

To update is simple, look to the image below:

Accessing the Business Process “Name” in Dynamics CRM

 

We hope you found this enlightening and useful! For even more Dynamics CRM fun, check out our main Dynamics CRM blog page or head over to our Dynamics CRM Education department! Or if you are interested in learning more about business processes we have a good library of knowledge for you!

 

Happy CRM'ing!

Sum of Revenue Field in a Report Created Using Report Wizard in Dynamics CRM

Do you have a requirement to create a report to sum a calculated field in a report? Are you thinking that this can only be done through a custom SSRS report? Guess what, you can accomplish this using the out of box report wizard! Use the steps below to find the sum of revenue field in a report created using report wizard in Microsoft Dynamics CRM.

Step 1. Access the reports wizard in the reports section.

Revenue Field

Step 2. Start a new report and click next

Revenue Field

Step 3. Specify the name of the report and chose the record type.

Revenue Field

Step 4. Specify the report filter criteria or specify the view to base the report on.

Sum of Revenue Field in a Report Created Using Report Wizard in Dynamics CRM

Step 5. Add column grouping and columns to the report. For the field that you would like to Sum on, chose the summary type on the properties of the column.

Sum of Revenue Field in a Report Created Using Report Wizard in Dynamics CRM

 

Step 6. Chose the format of the report.

 

Sum of Revenue Field in a Report Created Using Report Wizard in Dynamics CRM

 

Step 7. Validate the report summary and complete the wizard.

Sum of Revenue Field in a Report Created Using Report Wizard in Dynamics CRM

 

Sum of Revenue Field in a Report Created Using Report Wizard in Dynamics CRM

Hope this comes in handy. If you need additional tips and tricks on report writing, please feel free to check our very informative blogs or our CRM Book. In addition, the PowerObjects Education department is always churning out new Dynamics CRM material via webinars and boot-camp classes.

Happy CRM'ing!

PowerUp—The CRM Event! A Closer Look at the Keynote

PowerUp—The CRM Event, is just around the corner! This CRM educational user conference is filled with content to help you get the most out of Microsoft Dynamics CRM. In our previous PowerUp blog posts, we have covered the four different tracks attendees will choose from during the two-day conference. Now we will take a closer look at the keynote that will kick off PowerUp!

The keynote speaker is Neil Holloway, Corporate Vice President of the Sales & Partners for Microsoft Business Solutions Division, who will provide insight into Microsoft's unique value proposition of moving into the future through the Microsoft Cloud for Business. He will focus on how change is being driven by the dramatic acceleration of the Cloud in enterprise businesses. He will discuss the explosive growth of Microsoft Cloud for Business, including Microsoft Dynamics CRM, and the impact that has on businesses delivering great customer experiences. He will also speak on the importance of Microsoft partners in driving enterprise productivity and bringing cloud solutions together for customers.

Neil's experience at Microsoft makes him a natural choice to keynote PowerUp. During the past 5 years as VP Business Strategy for Microsoft International, he was a key strategic partner for the corporate business groups & segments, and field leadership, being at the forefront of some of the largest change initiatives the company has implemented. He was instrumental in helping to energize the Country Manager community and in helping to develop the capabilities of field leadership, better positioning the company to capture the opportunities in the transition to a world of cloud, services and devices.

We are excited to be able to feature Neil Holloway as our keynote speaker this year! PowerUp is a can't-miss event and a great opportunity to gain invaluable CRM knowledge and insights, connect with other users, and learn from CRM experts. Be sure to check out the full agenda, or go ahead and register now!

We can't wait to see you September 24-25 in Minneapolis for PowerUp!

Happy CRM'ing!

PowerUp—The CRM Event! A Closer Look at the Pre-Conference Training Day

PowerUp—The CRM Event, is less than a month away! The conference has two full-days of Dynamics CRM educational content tailored to everyone from beginning users to advanced administrators. If you're looking for more hands-on training, you can also attend the PowerUp Pre-Conference Training day on Tuesday, September 23. This will be a full-day of training where attendees choose to take one of these three training courses:

Intro to Extending CRM

For those with existing programming experience, this course is designed to introduce you to the software developer's toolkit (SDK) and the caveats of extending Microsoft Dynamics CRM. Covering JavaScript, plugins, custom pages, and portals at a high-level, this training will not be hands-on, but will provide time for questions and discussions on how to get started and where to find resources.

Marketing in a Whole New World

A new era of customer behavior means marketers are plotting a new course for their strategies, tactics, tools, staff, and partners. Get a framework for navigating this new world while using the functionality and data in CRM as your compass. Join us for this course to experience firsthand marketers' best practices in building buyer personas, mapping the customer journey, building predictive lead scoring, tapping into emerging digital and mobile methodologies, and much more. You'll also get an unprecedented view of updated marketing tools in the Microsoft Dynamics product line. For modern marketing leaders and technologists using Dynamics CRM, this is your can't miss event of the season.

The *New* Customer Service in CRM

In 2014, Microsoft has released significant enhancements to the Service area of Microsoft Dynamics CRM. In this course, we will do a deep dive into the new features for customer service including:

We will also demonstrate and discuss other new features of CRM 2013 including:

The Pre-Conference Training day will take place at PowerObjects headquarters in Minneapolis on September 23 from 8:30 am to 4:30 pm with breaks and lunch included. Space is limited so be sure to register now!

We hope to see you in Minneapolis for this great event!

Happy CRM'ing!

PowerUp—The CRM Event! A Closer Look at Track 4: Gang Up

PowerUp—The CRM Event, is just around the corner! This CRM educational user conference is filled with content to help you get the most out of Microsoft Dynamics CRM. Let's take an in-depth look at one of the tracks you can take during the two-day conference: Gang Up. This track includes "Talk to the Subject-Matter-Expert" facilitated roundtables. It's a great track for those who want to connect with others about a specific industry, technology, or type of implementation. Here's a list of the sessions offered for this track:

Day 1, 12:45 – 1:45 pm Technology: Office 365, SharePoint, USD

Day 1, 1:45 – 2:45 pm Type: Call Center, Global Teams, Upgrades

Day 1, 3:00 – 4:00 pm Industry: Health Plan, Health Care, Financial Services

Day 2, 12:45 – 1:45 pm Technology: Parature, Integrations, Yammer

Day 2, 1:45 – 2:45 pm Role: Administrator, Developer, Project Leadership

Day 2, 3:00 – 4:00 pm Industry: Non-Profit, Professional Services, Manufacturing

If any of these roundtable sessions fit what you're looking for, you may want to check out the content of our other tracks too. PowerUp is a fantastic opportunity to gain invaluable CRM knowledge and insights, connect with other users, and learn from the CRM experts. Take a look at the full agenda, or go ahead and register now!

We hope to see you September 24-25 in Minneapolis for this great event.

Happy CRM'ing!

PowerUp—The CRM Event! A Closer Look at Track 3: Build Up

PowerUp, the educational CRM event of the year, is fast approaching! The conference is chock-full of informative Dynamics CRM sessions that are sure to delight all attendees. If you are registered and aren't sure which track to pick, or if you aren't sure if PowerUp is for you, we have blogs on Track 1: Start Up and Track 2: Keep Up to give you a better idea of what to expect! Track 3: Build Up is built for those who work hands-on with CRM; this track will dig in to specific CRM features so you can build your technical muscles. This is the type of take away knowledge you can use right away.

Here’s a list of the sessions offered for this track:

Day 1, 10:00 – 11:00 am
CRM Sizzle: Tips & Tricks End Users with Talk Up!

Day 1, 11:00 – 12:00 pm
To Code or not to Code

Day 1, 12:45 – 1:45 pm
The Workflow Magician: Best Practices in Streamlined Workflows

Day 1, 1:45 - 2:45 pm
Maximizing CRM Performance: Workstations and Servers

Day 1, 3:00 - 4:00 pm
Real POWER: Understanding Server-side Sync and Email Routing

Day 1, 4:00 - 4:30 pm
What Goes Into Lead Scoring

Day 2, 9:00 – 9:50 am
Working with TONS of Data

Day 2, 10:00 – 11:00 pm
Top 10 Tools you can Use for Developers and Administrators

Day 2, 11:00 – 12:00 pm
Getting the Most out of the Office365 Portal

Day 2, 12:45 – 1:45 pm
STANDUP PowerObjects + Customer Panel: Stump the Experts

Day 2, 1:45 – 2:45 pm
Best Practices in System Architecture

Day 2, 3:00 - 4:00 pm
REPEAT 2: CRM Sizzle: Tips & Tricks End Users with Talk Up!

 

Like what you see? Registering for PowerUp has never been easier! Having trouble convincing your boss that PowerUp would be a great value-add for your organization? We have compiled the perfect resource to sway even the staunchest of minds.

The team here at PowerObjects look forward to seeing you in Minneapolis September 24-25 for the Dynamics CRM event of the year!

Happy CRM'ing!

 

 

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

If you haven't done so by now, you are probably considering upgrading to CRM 2013. CRM 2013 introduces the new Server-Side Synchronization (SSS) feature which can take the place of email router. Eliminating the email router also offers the benefit of further centralizing the administration of CRM toward the application layer. In this blog we will discuss how to migrate email router settings to Server-Side Sync.

You can configure SSS manually, but Microsoft also included a migration feature that makes the transition much easier and ensures that you are not missing any granular settings that may be in place for the Email Router. All you need to use the migration option is access to the CRM Email Router folder on the server where it is installed.

Before You Begin

A side note before we go on, if you have upgraded to 2013 you may be missing part of the site map that you need for the rest of this walk-through. Under Settings you should see an Email Configuration button to the right of Auditing.

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

If you don't see this option, you can add this it with a simple sitemap edit. Find the following entry in the sitemap:

Paste the following in to the sitemap after the above tag:


Migrating Email Router Settings

  1. On the server where the email router is installed, open an Internet Explorer Browser and navigate to CRM. Once there click Settings > Email Configuration (the button showcased above). Then click the Migrate Email Router option. From here provide the files needed by the email router:

EncryptionKey.xml
Microsoft.Crm.Tools.EmailAgent.SystemState.xml
Microsoft.Crm.Tools.EmailAgent.xml

All of these files can be found in the folder C:Program FilesMicrosoft CRM EmailService if you did not change the installation path of the Router when it was installed.

Note: You may have to edit security the permissions on these files to allow you to upload them. In my case I was required to grant my user Read access to the EncryptionKey.xml and Microsoft.Crm.Tools.EmailAgent.xml files.

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

2.  After you have the files ready to upload, click next through the following screens and Finish on the summary page. The summary page does advise on what needs to be done next.

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

Since we are migrating to Server Side Synchronization, we will assume that all user specific email settings are already configured in CRM. If not, check out step 4 of our blog on Email Router Troubleshooting 101.

Now all that is left to do is make a settings change and then test the mailbox.

3.  Click the Email Configuration Settings from the Email Configuration screen.

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

4.  In the pop-up window, select Server-Side Synchronization in the Process Email Using dropdown and click OK. You should Also notice the name of the server profile (shown in the migration screen) in the box below.

 

5. Click the mailboxes on the email configuration screen. Then, select the mailbox that you would like to test and choose Test and Enable. 

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

6.  On the pop-up screen, select OK as we only want to test one mailbox for now. We can leave the first check box selected as this box will test the mailbox after the new settings are applied to it. Also, note the checkbox at the bottom of the window, you should make this selection if all users are the member of only one CRM organization.

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

7.  After you have clicked OK, wait a few minutes and then open the mailbox record.

When you do this you may get one of the following messages:

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

If you see either of these messages, check back on the mailbox later to see if the test has been completed. If not, you should see Success in the appropriate boxes under Configuration Test Results. In this case, I only tested outgoing email.

When the test finishes you should see Success in the fields that were tested successfully. In this case, we only tested an outgoing profile.

Switching from an Email Router to Server-Side Sync in Dynamics CRM 2013

8.  Once this is finished, apply the default settings to the remaining mailboxes and Test & Enable. When the test completes, all users will be using Server-Side Synchronization.

More on Server-Side Sync

If you are interested in learning more, The CRM Book explains all the advantages and limitations of this new feature for CRM 2013! Check in with our blog for other updates and, as always... Happy CRM'ing!

Organizing Sales Literature in Dynamics CRM

Sales literature is an important informational resource sales people use to present a product or service, many times to introduce potential customers to an offering at the beginning of the sales cycle.  While most companies now create and distribute sales literature electronically, it can still be a challenge to organize these documents in a consistent way that is quickly accessible and easily distributable by an entire sales team.

Sales literature in Microsoft Dynamics CRM solves this issue by providing a storage area for electronic documents that can be categorized by multiple criteria and easily emailed to contacts.   To show you how to leverage this functionality, let’s take a look at how to setup and use it in Microsoft Dynamics CRM 2013.

 The Setup

Your sales literature library should really be setup by a system administrator, so to proceed:

1. Login to CRM as a User with System Administrator rights and then navigate to Sales->Sales Literature.
2. Select New from the Application Ribbon to setup a new document.

Note: Out of the box, the default fields are Title and Subject.  The subject categories can be configured to your business' needs in the Business Management section of Settings.  These are the same categories used by the Cases and Product entities as well.  The Type field is an option set that can also be customized for your own literature types in the sales literature entity by going to Settings->Customization.

Organizing Sales Literature in Dynamics CRM

Two great additional tools to help manage the library are two fields located in the header of the record, Expiration Date and Employee ContactExpiration Date is a date field you can set with the date the literature will expire, great for managing seasonal products sheets or time sensitive promotional brochures. Employee Contact is a CRM User look-up field that allows you to assign an owner of the document, which is perfect for members of marketing teams that are responsible for keeping the literature up to date. Using CRM workflows, you can leverage the both fields to notify the employee contact when the literature is about to expire to update or replace the document.

3. Once you have these fields fill out, click the Save button in the top left corner of the form.  This will create the record and allow you to attach the electronic document.
4. After the record is saved, go to the Sales Attachments sub-grid in the middle of the form and select the plus sign to add an electronic document.

Organizing Sales Literature in Dynamics CRM

5. The dialog box below will appear and you can then fill in details about your document and use the Browse button to search your computer and attach your document.

Organizing Sales Literature in Dynamics CRM

 

 

If you are using Products or Competitors in CRM, you can also link your literature individual products or competitors using the appropriate sub-grids on the Sales Literature form.

6. Continue to add Sales Literature library entries until your collection is complete.

 The User Experience

Once the sales literature library is setup, users can now search and sort literature by Title, Type, Subject or and other fields that can be configured in System and personal views.

And the real magic happens when users want to quickly send literature to a contact.  The example below shows how a CRM tracked email in Outlook can quickly and easily attach Sales Literature from your newly created library using the sales literature function in the CRM area of the Outlook toolbar!

 

Organizing Sales Literature in Dynamics CRM

Sales literature can also be linked to CRM Marketing Campaigns for better campaign tracking and access. As always, please read our constantly updated blog for further tips and tricks. Sales people everywhere... you’re welcome. Happy CRM'ing!

Spring '14 Wave Update: Merge Up to 10 Cases Using a Single Click in Dynamics CRM

How many times have you wished you could merge cases in Dynamics CRM? Maybe you wanted to combine multiple reports of the same issue coming from different channels (web, email or phone), or across different departments to eliminate redundancy. With the new Wave release you now have that ability. We think it's so handy we've named it one of the top ten updates from Spring '14 Wave! Easily merge two, to up to ten, cases with a single click and soon you'll be focusing your resources, streamlining queues, speeding response times and spreading happiness!

Let's get started on merging those cases.

1. Navigate to Service.
2. Click on Cases.

Spring '14 Wave Update

In this example, we will merge cases from the My Active Cases view, but cases can be merged from a variety of views. We'll also only merge two cases just to keep things simple, but don't forget you can merge up to ten active cases.

3.  Click on the Cases you want to merge.
4.  Click on Merge Cases.

Spring '14 Wave Update

5. Once you select Merge Cases a window will open asking you to select the primary case, i.e. the case that other cases will be merged into Select the Case.
6.  Click on Merge.

OK, now take your time getting used to your new merging Super Powers -- once you merge the cases you can't undo this action.

Merge Up to 10 Cases Using a Single Click with Spring '14 Wave Update

Success! You are now a merging Super Hero!

Merge Up to 10 Cases Using a Single Click with Spring '14 Wave Update

What happens to the merged cases? They will be marked Canceled and only the one primary case you picked will remain active. In addition, all activities, notes and attachments will be re-parented to the primary case.

Merge Up to 10 Cases Using a Single Click with Spring '14 Wave Update

 

Click on Case Relationships in the primary case to view Merged Cases.

Merge Up to 10 Cases Using a Single Click with Spring '14 Wave Update

Let's do a quick recap on a few things to remember with this new feature:

Have Spring '14 Wave on your mind? Did you know we have an entire page dedicated to all things Wave related? Check it out for for continuing education, blogs or any further questions! And as always... Happy CRM'ing!

Spring ’14 Wave Update: Create Parent and Child Case Relationship in Dynamics CRM

Parent/Child Case relationships are among many updates rolled out as a part of Microsoft Dynamics CRM's Spring '14 Wave. Prior to utilizing this new relationship it is important to learn how to Configure the Settings for Parent and Child Cases. To learn about more new features of the Spring Wave check out PowerObjects' Top 10 new Feature of Spring '14 Wave.

Once the user has the Parent and Child Case settings configured to their liking it is time to create the Parent/Child relationship between cases.

There are three ways to create a parent/child relationship between records in CRM:

Creating a child case directly from the case form.

  1. Navigate to ServiceàCases and open the record of the case that the user wishes to be the parent in the relationship (Damaged Delivery in screenshot).
  2. Click Create Child Case in the ribbon.

3. This button will drop down a quick create form, on which the user must fill out the required fields that are delineated by a red asterisk.
4. Click Save and your parent/child relationship has been established.

NOTE: This could be useful when the same issue is being reported multiple times; the first time it is reported, patient zero, becoming the parent case and all ensuing, matching, issues being created as child cases. This could be leveraged to help identify a systemic, root, issue and help expedite the process of reconciling the issue.

Two existing records can also be related to one another after each has been created, when a relationship is discovered ex post facto.

  1. In order to accomplish this the user will again navigate to ServiceàCases.
  2. Then the user must select the two cases to be involved in the Parent/Child Relationship.
  3. Click Associate Child Cases button, which will render on your ribbon once your have selected a second record.

 

4. From the ensuing dialog box that CRM displays you must select which record will serve as the parent for the relationship. Relationships such as this can be created between up to 100 records, however, the user may only designate one parent case. The parent/child functionality does not extend into a hierarchical format, meaning, as of now, no case can have a "grandparent" case.
5. Click Set.

From the case form you may also establish this relationship type from within the Child Cases sub-grid.

  1. Expand the Case Relationships Tab on the form of the case that the user wishes to be the Parent Case.
  2. Click the + sign above the Child Cases sub-grid; this will render a look-up view.

3.Click the hourglass and either:
4. Select an existing case to associate as a Child Case.
5. OR, click the +New button on the bottom right of the expanded look-up view.

Note: The +New button will render the same quick create form as the first process described in this blog post.

Here at PowerObjects we are very excited to be delving into the new features available with Spring '14 Wave. Case Merging and the new Case Timer are just a few of the features that the PowerObjects Blog has already covered. Be sure to check back with us for all of your Dynamics CRM needs. Happy CRM'ing!

Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

For those out there wondering how to ensure that your Service Level Agreement (SLA) is not affected by a holiday that your organization recognizes, Spring '14 Wave has an update for you! There is a new feature called Holiday Schedule that will be available to those who have installed the new updates to Dynamics CRM 2013. When a holiday schedule is created and a holiday is specified, the SLA will recognize that and will only be in effect within the days your organization operates. If a situation arises and a customer tries to schedule a resource on a designated holiday, that SLA won't start until the end of that holiday. Holiday Schedule is a very simple, yet powerful tool. Below you'll find the steps to take to create a holiday schedule.

Creating a Holiday Schedule

First, log into your CRM. Then do the following:

  1. Go to Settings > Service Management.

    Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

2. Under the Service Management page, click on Holiday Schedule under the Service Terms section.

Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

 3. From here, select "New" in the command bar to create a new holiday schedule.

Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

4. A popup will show up, and you will need to give the Holiday Schedule a name – the description is optional. Once you're done typing in the information, click "Create."

Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

5. Once it is created, it will bring you to a list view of all the Holiday Schedules. Select the one that has just been created.

Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

6. Now from here, this is where you add in the dates of each holiday that your service organization recognizes. Click on New and a popup screen will show the details to populate such as the name of the holiday, the dates, and the duration. The duration of a holiday is a maximum of 3 days. If you're a lucky organization and recognizes a holiday that honors 3 days, then you are able to do that! Once you are satisfied with all the information, select OK.

(You can also see in the yellow message bar that it says that the SLA time calculation will not occur during the holiday that is specified)

Spring '14 Wave Update: How to Create Holiday Scheduling in Dynamics CRM

7. If you want to add multiple holidays to the Holiday Schedule, simply repeat step 6. In certain circumstances, the holiday schedule does not need to be specifically just for holidays. If your organization attends a yearly conference for 2 days, which would entail that no resources would be available, you can utilize Holiday Scheduling for that.

That is all the steps you need to create a Holiday Schedule. If you are wondering how to incorporate this holiday schedule into a service schedule, it can be found in this blog. The blog will also go in depth on the creation of customer service schedules. Remember to check out our full Spring '14 Wave page for the latest in blogs and education.

Happy CRM'ing!