Today we'll review the changes to the Case form introduced as part of the Spring Wave '14 Update. While most of the functionality is the same, we have new fields to support the new functionality for Entitlements. The Case forms have the following new characteristics:
The quick create form can be edited like any other quick create form, to begin with it looks like this:
Entitlements are new to CRM in the Spring Wave and allow you to connect information to a case that will allow the user to choose to use either the default SLA or one specified by the Entitlement for that customer. To select an entitlement for a case simply choose from the lookup what entitlement is relevant for the case being worked.
Information regarding the selected Entitlement is then displayed on the right side of the form:
If desired, the related SLA information can then be displayed by customizing the form and adding the 'First Response SLA Status' and/or the 'Resolve By SLA Status' to see the respective times
Leo introduced the ability to connect cases together and build meaningful relationships between them. The new case form displays this information in the Case Relationships section. Here you can find Similar Cases, Merged Cases, and Child Cases respectively as they relate to the current case.
From here you can either add relationships by clicking the Plus icons or you can create a child case from the command bar:
The Social Details section of the new case form displays the relevant Social integration information as it relates to the customer.
PowerObjects is hard at work sharing all of the new and exciting features of CRM with you. Be sure to check out other blogs on the Spring Wave '14 including the Top 10 Features. Happy CRM'ing!
Top 10 Spring '14 Wave Updates for Dynamics CRM
The Spring Wave for Microsoft Dynamics CRM has finally arrived! We have been spending a lot of time with the new features here at PowerObjects. In fact, we have a page dedicated specifically to updates and education surrounding the Wave.
We will be discussing many of the new features in depth over the next few days and weeks but we wanted to appease your appetite and give you our list of the Top 10 Features in the Spring Wave!
#10 – Case Merging
Ever have a situation where two contacts from the same company each submit a ticket for the same issue? Now, with the Case Merge feature, we can easily merge these two separate cases together and only handle one case moving forward! This was difficult before the Spring Wave as cases did not possess the Merge feature.
#9 – Parent/Child Cases
How can a service department keep track of the number of customers reporting a particular software bug? In the past the department would have to create a new case for each time this issue was reported. There was no (easy) way of associating one root cause (the software bug) issues tied to several customers. Parent/Child Cases now allow us to create one parent case for the root cause and associate all the customers reporting the issue to it.
#8 – Queue Enhancements
Queues are often an overlooked feature of Microsoft Dynamics CRM. There are now a number of new features are available from within the queue area that will be an asset for all CRM users. These features include:
Adding members to a private queue.
Ability to add a group of users as members of queue in one go
More information on case/activities to work on
KPIs for Queue performance/service rate
Pointers for load balancing needs
#7 – Solution Export
Exported solutions can now be 'targeted' for specific versions of CRM. It works like this: suppose I am exporting a solution from a version 6.1 (Spring Wave) organization. If I choose to target the export for version 6.0 (Fall Update), no features from version 6.1 will be included in the solution. This is especially useful when moving solutions around different servers and allows more flexibility in terms of where solutions can be moved to.
#6 – Holiday Scheduling
Have a holiday coming up and want to make sure your SLA times are not in effect during the holiday period? The Service Management area now features the ability to set a holiday schedule in advance!
#5 – Entitlements
Entitlements are used in the service area of CRM and allows organizations to define the amount and type of support available to various groups of customers. Entitlements can be defined based on a particular number of service hours or by the number of cases. Entitlements are similar to the existing Service Contract entity. We will discuss these differences in a blog next week!
#4 – SharePoint Online Server Side Sync
Server Side Sync for SharePoint Online has been made available as a part of the Spring Wave. Server Side Sync for SharePoint online can replace the existing "client-side sync" for SharePoint that has been available since CRM 2011. There are a couple drawbacks to the client side sync, chief among them, the need for a user to be logged into CRM AND SharePoint. Now, with Server Side Sync, there is no need for user to be logged in to SharePoint in order to view documents. This is a huge improvement!
#3 – Tablet App Changes
The tablet apps available for Microsoft Dynamics CRM show a lot of potential and there have been a number of updates included in the Spring Wave for the tablet apps. These updates improve what is already a very exciting tool. Some of the updates included for Mobility…
Targeted Windows 8.1 app
Ability to 'reconfigure'
Sign Out/Sign In as different user
#2 – Case Timer
We've previously blogged about how to Set Ticket Aging in CRM. SLAs have been made available in the Service area of CRM in the latest update. SLAs will allow support professionals to ensure they are meeting service levels when providing support. First Response Time and Resolution Time are indicators that will be tracked for every case. This information is surfaced on the Case form and the user providing support will have a 'countdown' timer on the case, giving them a clear idea of when a case needs to be resolved by to hit the SLA target.
And the NUMBER ONE feature in the Spring Wave…
#1 – Automatic Case Creation: Email Channel
Have you ever wanted to automatically create a case if an email is received in a particular email inbox? My favorite feature in the Spring Wave is the capability to do what is described above! Have important customers that need to have their issues resolved in a short time period? With the automatic case creation rules you can configure rules that will automatically create the case for this particular customer, assign a Follow Up By time to it, Route it to the support employee and then send an acknowledgement email back to the customer, all AUTOMATICALLY within CRM without custom code! Amazing!
There we have it! The top ten Spring '14 Wave updates according to Joe CRM. We hope this has helped you navigate the changes a bit better and as always, if there are any other questions head over to our blog for the latest news and educational materials. Happy CRM'ing!
Spring ’14 Wave Update: Parent and Child Case Settings Configuration in Dynamics CRM
Parent/Child Case relationships are just one of the numerous and exciting new features of Microsoft Dynamics CRM's new Spring '14 Wave. Check out PowerObjects' rundown of the Top 10 Features of Spring '14 Wave for a look at our favorites. Spring '14 Wave adds functionality to the case entity at every turn. Coming in at #9 on the aforementioned Top 10 features list is Parent/Child Case functionality.
Parent/Child case relationships help service departments better utilize cases. For instance, a user now has the ability to track a (or many) "Child" Case(s) against another "Parent" Case.This Parent/Child relationship allows for a Service Department to identify and track when repeat issues are filed by multiple organizations independently. In order to utilize this new feature users first need to configure their settings for Parent and Child Case relationships.
Parent and child case settings can be found under the Service Management section of the settings tile in CRM 2013. In this area a user can configure the parent/child relationship settings by:
Navigating to Settings > Service Management
Select Parent and Child case setting from the Case settings section, which will pop open a dialogue.
2. In the Dialogue window select which fields you would like the child case to inherit from the parent case by highlighting them in the left hand box and using the arrows in the middle to toggle the included fields. (Remove by doing the opposite from right to left).
3. Specify whether you would like the child cases to be resolved along with the parent case or require that child cases be resolved in order to resolve the parent case.
Some limits of case settings functionality include:
Fields that are chosen to be inherited by the child case will not update dynamically upon the change of the coinciding field on the parent case. The fields will only be mapped upon creation of the child case.
Only data contained within fields can be mapped; activities, notes etc. will not be inherited.
Parent child case settings cannot be uniquely configured for business units or other delineations of CRM. They will be the same for the entire organization.
If you are interested in the new case functionality, and other Spring '14 Wave features, PowerObjects blog has you covered, check out our Install Spring '14 Wave blog post to learn how to update ones CRM, and be sure to visit the general PowerObjects Blog page for resources regarding previous case functionality as well as other new features of Spring '14 Wave.
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!