Using Microsoft Dynamics CRM's SLAs and Enhancements to Drive Service Excellence in CRM 2015

The Spring 2014 release of Microsoft Dynamics CRM (code named Leo) added SLAs and Entitlements to the revamped Service Module, giving support representatives the ability to track and define the level of service a customer has purchased. The criteria for what constitutes "success" are defined using an Advanced Find-like form, and you can have multiple SLAs, either by product or customer type or location.


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About Dave Carr

David Carr has been developing visionary software solutions since 1978, spending the last 18 years implementing customized CRM solutions for his clients. Dave joined Trovare Business Solutions following a successful ten year run as the President and Founder of an Oregon-based Microsoft Dynamics CRM VAR and ISV consulting company, and a 2-year stint at a national VAR.

He specializes in translating client's unique requirements into easy to use CRM solutions with a low long-term cost of ownership. Dave "thinks CRM", quickly translating your requirements into CRM custom entities, fields, workflow and dialog processes.  He utilizes lookups and custom entities to make maintenance under user control, not hidden away in code.

Dave has decades of CRM experience in a wide variety of industries including:

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