The Spring 2014 release of Dynamics CRM contains some nice features around service management including the ability to configure SLA’s. One improvement in service management that I like is the ability now to cancel all open tasks for case when you resolve it.
Prior to this you could not resolve a case with open activities and you had to manually close these tasks.
Support for child cases has also been added and under the new service management menu in settings you can specify how the interaction between closing a parent cases and its child cases works.
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