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!

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:

 

SLA Landing Page

Spring '14 Wave Update: Service Level Agreements in Dynamics CRM

 

 SLA Details

Spring '14 Wave Update: Service Level Agreements in Dynamics CRM

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.

Case Form

Spring '14 Wave Update: Service Level Agreements in Dynamics CRM

Spring '14 Wave Update: Service Level Agreements in Dynamics CRM

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:

  1. Make sure your organization has been upgraded to Spring '14 version.
  2. 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.

 

Key Points:

  1. The server-based authentication does not require you to install the Microsoft Dynamics CRM list component in the sandbox environment for Microsoft SharePoint Online.
  2. You can enable server-based SharePoint integration for Microsoft Dynamics CRM online only by using the web or Outlook client.
  3. After you enable server-based SharePoint integration, you can't revert to the previous client-based authentication method.
  4. 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.

Happy CRM'ing!


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.

Install Spring ’14 Wave Leo Product Updates

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:

  1. Settings > Administration.
  2. Click on Install Product Updates.

Install Spring ’14 Wave Leo 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.

Install Spring ’14 Wave Leo Product Updates

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.

Install Spring ’14 Wave Leo Product Updates

During the update process, you have the option to watch a video and monitor the progress.

Install Spring ’14 Wave Leo Product Updates

6. A confirmation screen will notify upon completion. At this point the new features are now available.

Install Spring ’14 Wave Leo Product Updates

7. Return to Settings and verify the new Service Management sub area:

Install Spring ’14 Wave Leo Product Updates

Additional documentation and tutorials can be accessed to get you started using the new features!

Install Spring ’14 Wave Leo Product Updates

Watch for more blogs and education opportunities from PowerObjects as the Spring '14 Wave updates continue!

Happy CRM'ing!

What’s Coming in the Dynamics CRM Spring ’14 Wave

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.

Market Smarter

This release will introduce a new product called Dynamics Marketing, a marketing planning and automation system that integrates with CRM. Dynamics Marketing includes:

The drag and drop visual campaign editor - image courtesy of the Microsoft preview guide

Sell Effectively

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:

The Spring '14 Wave will include tablet enhancements - image courtesy of the Microsoft preview guide

Care Everywhere

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:

The Parature customer support portal - image courtesy of the Microsoft preview guide

Social Listening

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:

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:

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.

Happy CRM'ing!