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.
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).
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.
In order to accomplish this the user will again navigate to ServiceàCases.
Then the user must select the two cases to be involved in the Parent/Child Relationship.
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.
Expand the Case Relationships Tab on the form of the case that the user wishes to be the Parent Case.
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:
Go to Settings > Service Management.
2. Under the Service Management page, click on Holiday Schedule under the Service Terms section.
3. From here, select "New" in the command bar to create a new holiday schedule.
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."
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.
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)
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.
Spring '14 Wave Update: Service Level Agreements in Dynamics CRM
It is another new and powerful feature for the Microsoft Dynamics Spring '14 Wave Release; Service Level Agreements (SLAs) have the ability to track service expectation for cases. The new SLAs allows organizations to set up standards for the amount of time it takes to respond or complete a case. SLAs include four components:
Applicable From: Determine when SLA is applied (i.e., Created On, Modified On, Follow Up By).
Business Hours: Sets up when the SLA time is not running, can be used for business hours (e.g., 8:00 a.m. to 5:00 p.m.) or holiday schedule (e.g., closed on New Year's Day). If business hours are not set then default is that the SLA is applicable 24/7.
SLA Details: Determine when to begin executing the SLA and when a SLA is successful, as well as the type of warning and failure actions (e.g., first response for cases, warning after 30 minutes, update case record and failure 1 hour, send email). The SLA details has a similar setup to workflows.
Notes: User identified comments about the SLAs that can include attachments.
SLA Landing Page
SLAs are able to be setup as a system default SLA or tie specifically to an Account or Contact or multiple Accounts or Contacts.
In order to monitor SLAs the case form includes a new section called SLA Applicable, which will populate when a SLA is setup. After the case is saved, the appropriate SLA will be applied to the case. If the SLA is setup with a First Response by and/or Resolve by, users will see a date and time for when the first response needs to be sent and/or when the case should be resolved by (i.e., 6/20/2014 1:45 PM). Another new feature on the case form is the ability to customize the form to include a timer, which counts down the days, hours, and/or minutes until the first response needs to be sent and/or when the case needs to be resolved.
Before the Spring '14 Wave implemented SLAs, contracts were another way to monitor service agreements between organizations and accounts. Contracts use contract support levels that are allotted in terms of number of incidents, or amount of time. When a case is resolved against a contract, case resolution reduces contract allotment by the appropriate amount.
Some key differences between contracts and SLAs is that contracts track case resolution to the contract allotment, while SLAs track service expectations (i.e., time left to respond or complete a Case). Also SLAs can be setup as a default for the entire organization or a specific account or contract whereas contracts are typically only set up for specific accounts.
SLAs are a great enhancement to Microsoft Dynamics CRM 2013 and can help organizations keep track of metrics tied to SLAs. It's just one of the many great roll-outs this year. If you are looking for any other Wave updates, head over to our blog to get a deep-dive into all things Spring '14 related as well as anything else Dynamics related. And as always... Happy CRM'ing!
Spring ‘14 Update: Server-Based SharePoint Integration in Dynamics CRM
As the Spring '14 Wave continues to make 'waves' , we continue our own deep-dive into the changes. Previously, versions of Microsoft Dynamics CRM online used a client-to-server strategy to authenticate and transmit data from Microsoft Dynamics CRM to SharePoint Online. Now Dynamics has introduced a new approach to CRM and SharePoint integration. The integration now happens at the server level and, administrators can enable server-based SharePoint integration.
Steps to enable server-based SharePoint Integration:
Make sure your organization has been upgraded to Spring '14 version.
Navigate to Settings ->Document Management and click Enable server-based SharePoint integration. You can also click Enable Now in the yellow alert notification as seen in the picture below.
3. When you click on Enable server-based SharePoint integration, a wizard will open where you have to enter your SharePoint Site URL and click Next.
4. The wizard will validate your SharePoint site. After validation is finished, click Next.
5 .Click Finish to finish creating a server connection between Microsoft Dynamics CRM and SharePoint Online.
Server-based SharePoint integration is now enabled. Now, you can start using the document management feature in Microsoft Dynamics CRM by using server-based SharePoint integration as you did with the previous client side integration.
The server-based authentication does not require you to install the Microsoft Dynamics CRM list component in the sandbox environment for Microsoft SharePoint Online.
You can enable server-based SharePoint integration for Microsoft Dynamics CRM online only by using the web or Outlook client.
After you enable server-based SharePoint integration, you can't revert to the previous client-based authentication method.
With server-based SharePoint integration enabled, you can now perform SharePoint actions in the CRM command bar. And, you can now view SharePoint documents in Microsoft Dynamics CRM lists, no more iFrames.
Note: Users don't need to log into SharePoint before viewing documents in CRM.
Please keep your eye on our blog for additional tips and tricks to enhance your CRM experience, as well as for education and other Microsoft Dynamics CRM updates.
Install Spring ’14 Wave, Leo Product Updates on CRM 2013 Organization
CRM Online organizations are beginning to receive updates in the the form of the Spring '14 Wave: code name 'Leo'. In order to take advantage of the awesome new service features you will need to install the updates from the Administration area.
How do I know if I've received the update?
Check your personal settings and select About. If your organization has been updated you would now see version 6.1.0.xxx. CRM 2013 is version 6 and the Spring '14 update is indicated as 6.1.
Next, check in the Settings area for the new Service Management sub area (Figure 1).
Figure 1 - No Service Management
If you do not see it and you are a System Administrator, navigate to:
Settings > Administration.
Click on Install Product Updates.
3. The next screen will offer information on configuring and leveraging the new service area features such as Entitlements and SLA's, case hierarchies, merging, and routing rules.
4. To continue, click Update.
You will receive a final confirmation before updating. We recommend performing this update after hours because your CRM organization will not be available during the update.
5. Click Yes to continue.
During the update process, you have the option to watch a video and monitor the progress.
6. A confirmation screen will notify upon completion. At this point the new features are now available.
7. Return to Settings and verify the new Service Management sub area:
Additional documentation and tutorials can be accessed to get you started using the new features!
Dynamics CRM is a great product and just keeps getting better. That's especially true this spring, with a wave of updates, enhancements and new offerings that are aligned with key business needs for marketing, sales and service.
You can refer to the following Microsoft resources for more details on the Dynamics CRM Spring '14 Wave:
This series of updates has something for everybody, so here's a preview list, with a few images from Microsoft's Overview Guide. Let us know what questions you have—we're here to help you make the most of CRM! With PowerObjects at your side keeping track of all Spring '14 updates has never been easier.
This release will introduce a new product called Dynamics Marketing, a marketing planning and automation system that integrates with CRM. Dynamics Marketing includes:
Drag and drop visual campaign designer
Scalable email marketing
Lead lifecycle management
Asset and collaboration management tools
Configurable dashboard and advanced analytics of marketing performance and revenue
Power BI for visual analysis of lead performance, asset management and channel effectiveness
The drag and drop visual campaign editor - image courtesy of the Microsoft preview guide
CRM has always had a focus of sales effectiveness, and the new wave of features support a changing sales environment of mobility, social, and alignment with marketing and service. New features of the sales module include:
CRM tablet app enhancements for Window8, iPad and Android devices
"Sales Insights," which puts real-time company and contact information directly into CRM for sales and account management, including financial data, industry profiles and news, social buzz and social media connections
The Spring '14 Wave will include tablet enhancements - image courtesy of the Microsoft preview guide
Earning customer loyalty means getting immediate insight to deliver engaging and relevant responses when and where your customers need you. New features in CRM are built to serve, including:
Unified Service Desk, which gives you an updated interface designed specifically for front-line service providers, allowing CRM users to have a unified experience and deliver faster case handling, better resolution, and higher customer satisfaction.
The Parature Portal, a customer support and knowledge center that is integrated with your organization's existing website to provide web-based help easily and intuitively to your customers. Parature can be accesses via the web, mobile applications, and a seamlessly integrated Facebook portal. It also has real-time chat functionality that conforms to your service level agreements for escalation and prioritization
Enterprise Case Management that lets you define and manage service level agreements, case routing and queuing, and enterprise-wide KPIs for the metrics that matter to you
Updated Case Form with better visibility to merged cases, parent/child relationships, and even case timing to make sure your team conforms to SLA
Entitlement creation and management to provide clear definitions of service expectations to your support team
Define Service Level Agreements to specify your organization's requirements for case tracking, routing, and response times
Social Care, which allows your team see what customers are saying on social media about your brand or products to engage and take action when needed
Case Management CRM Tablet App, allowing you create and update cases simply via your tablet
The Parature customer support portal - image courtesy of the Microsoft preview guide
Microsoft Social Listening is a new product that lets organizations monitor social media for sentiment about your brand, products and service. Key features include the ability to:
Listen and analyze the mountain of social channel data to understand global sentiment analysis and share of voice as well as gather competitive intelligence
Evaluate the social impact of your marketing campaigns
Identify trends and individual influencers or posts that need attention
Get all this insight inside CRM to put Social Listening into your organization's daily work
The Spring '14 release includes a new social dashboard and social insights - image courtesy of the Microsoft preview guide
Platform Tools and Improvements
Miscellaneous platform tools and improvements in the Spring Wave include:
Server-side Synchronization to manage email, tasks, appointments and contacts between CRM and Exchange, including the Email Router, Outlook, and common POP3/SMTP providers.
Enhanced SharePoint integration to enable easier document management
Sandbox environments for development and testing in non-production environments
The updated CRM Online Admin Center, bringing you even easier administration of CRM environments, licensing, users, and add-on services
The new CRM Online admin center - image courtesy of the Microsoft preview guide
So that's it—a quick overview of what to look forward to with the Dynamics CRM Spring '14 Wave! As always, if you have any questions, don't hesitate to contact the experts at PowerObjects.