Key Improvements in Dynamics CRM 2015 Service

Case Management

In the previous release Microsoft enhanced the case management capabilities with Microsoft Dynamics CRM to include: 

  • updated case form to manage related cases, review entitlements , and a Timer to ensure you do not exceed/breach your SLA’s
  • defining and managing service entitlements and SLA’s
  • creating dynamic routing and queuing rules to ensure you hit your service targets
  • merging duplicate or creating parent / child relationships between cases to eliminate
  • redundancies 

This release further improves the case management capabilities to allow agents to pause and resume SLA’s and track the time for which a case was on-hold or waiting on customer to ensure SLA’s are met.

Microsoft CRM 2015 

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CRM for Outlook Configuration in Dynamics CRM 2015      

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