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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.

news-updates

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!

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JoeCRM

Joe CRM is a CRM superhero who runs on pure Microsoft Dynamics CRM adrenaline. As the face of PowerObjects, Joe CRM’s mission is to reveal innovative ways to use Dynamics CRM and bring the application to more businesses and organizations around the world.