case management
The CRM Minute: Case Management Automation in Dynamics 365 [VIDEO]
May 17, 2017

Case management automation in Dynamics 365 not just provides exceptional customer service, but also makes life easier for your customer service representatives. When it comes to case management, there’s a

crm-2016
It’s All Relative: How to Relate an SLA Directly to a Case in CRM 2016
February 23, 2016

SLAs (Service Level Agreements) were introduced in Microsoft Dynamics 2013 SP1 (6.1). This robust feature lets you manage response and resolution commitments for your customers. CRM 2015 enhanced SLAs even

crm-2016
CRM 2016 to the Rescue for Customer Service: Introducing the Save and Route Button
January 5, 2016

Microsoft Dynamics CRM 2016 features an enhancement that will take your customer service to the next level! Users can now quickly create and route cases. The new Save & Route

tips-and-tricks
Timer Tuesday: Managing Long Duration SLA KPI Instances
December 8, 2015

The Service Level Agreement functionality in Dynamics CRM offers many options for managing the initial response and resolution for cases out-of-the-box. One particularly useful option is that you can configure

tips-and-tricks
10 Tips for Managing Auto Case Creation and Case Routing
February 10, 2015

Microsoft Dynamics CRM has many powerful features designed to manage business functionality and processes. Auto Case Creation and Case Routing Rules are two of those powerful and key features within

customizing
Set Ticket Aging in Dynamics CRM
March 11, 2014

When using Microsoft Dynamic CRM, sometimes it’s necessary to perform certain operations based on Aging. A very common scenario would be in the handling of customer service tickets. For example,