From the Microsoft Dynamics CRM Blogs: Configure SLAs; CRM Swiss Army Knife; Troubleshoot Outlook Client Issues; Bing Maps Benefits

A selection of the latest insight from the Dynamics CRM blogs:

• User-Configurable Service Level Agreements
• The Microsoft Dynamics CRM Swiss Army Knife
• A Wizard to Help Troubleshoot Microsoft Dynamics CRM Outlook Client Issues
• Integrate Bing Maps with Dynamics CRM for an enhanced sales experience

User-Configurable Service Level Agreements: In his Dynamics CRM Trick Bag blog, Richard Knudson talks about agreements between customers and service providers regarding things such as what has to happen to resolve a case, or what happens when a case isn't resolved within some agreed-upon timeframe.

Knudson says service level agreements (SLAs) are complex. They include such things as clearly defined requirements, and specific penalties for non-performance. However, he says there are several problems trying to implement service level agreements entirely within the Dynamics CRM workflow structure:

• When the workflow designer is not the right place to store all of the complex components of an SLA.
• A case routing and escalation workflow is very specific, effectively hardwired for the terms of a single SLA. If you needed to implement SLAs with custom terms for many different customers, the workflow approach would quickly become tedious.

Knudson ends his post by examining an approach that solves problems these types of problems.

The Microsoft Dynamics CRM Swiss Army Knife: This blog post is brought to you by Gus Gonzalez, a member the Microsoft Dynamics CRM team, who happens to have been ...