9 New Service Management Enhancements for CRM 2013

Discover the new service management enhancements for CRM 2013

  1. Automatically create cases from support emails, or posts from Facebook and Twitter.
  2. Define and manage Service Entitlements and Service Level Agreement’s (SLA’s).
  3. Create dynamic routing and queuing rules to ensure you hit your service targets.
  4. Create child cases related to a parent case.
  5. Merge duplicate cases to decrease redundancy.
  6. In the updated Case Form:
      • Review entitlements
      • Review merged cases
      • Review child cases
      • Add a timer to ensure you do not exceed/breach your SLA’s
      • Show a running counter displaying remaining time by when SLA KPIs (Key Performance Indicators) need to be met

Service Management Enhancements for CRM 2013

7. Visual icons (web, phone, email, Facebook, Twitter) provide quick insight on case origin.

8. Service Management Center – Easily manages the configuration of all the Customer Service Options in one place.

Dynamics CRM 2013

9. Unified Service Desk – To learn more go to http://www.microsoft.com/en-us/download/details.aspx?id=43110

Here is a quick Youtube video providing insight on these 9 new enhancements in Dynamics CRM 2013.

This article was written by Var Galpchian, Dynamics CRM Technical Consultant for Tridea Partners. Tridea Partners is a Southern California based Dynamics CRM Partner.

 

 

Positive Pay for Dynamics AX 2012

Positive Pay (commonly called SafePay) functionality from Microsoft Dynamics AX 2012 allows for the transmission of an electronic file to the bank to provide a list of paper checks which have been approved for payment. The bank then adds this list of sanctioned checks to their master file. Positive Pay for Dynamics AX 2012 process ensures that checks which are fraudulent will not be paid. The functionality is available out-of-the-box and multiple electronic file types are supported.

Once the functionality has been set up, the user need only generate the file by selecting the file format, company, bank account and the cut-off date for the checks.

Positive Pay for Dynamics AX 2012

The positive pay file is then generated and submitted electronically to the bank. A simple inquiry can be run to view the Positive Pay files which have been generated and the details of each file.

Positive Pay

 

If the file needs to be corrected, it can be recalled and re-submitted to the bank. If the bank sends a confirmation number to confirm that the file was received and processed, the confirmation number can be entered on the Positive Pay line.

Dynamics AX 2012

 

With the latest release of AX 2012 R2 Cumulative Update 7, AX 2012 now offers separate Positive Pay statements for Payroll bank accounts.

This post was written by Robin Ellsworth, AX Application Consultant at Tridea Partners. Tridea is a Microsoft Dynamics AX partner serving Southern California, Utah, Colorado and surrounding regions.

Connector Error Between GP Sales Invoice to CRM Invoice

During a Dynamics GP Sales Invoice to Dynamics CRM Invoice sync using the Connector for Microsoft Dynamics, it failed on a number of records with the error “A record level exception has occurred for record 00011111. Error text: Business object not found”. The error details mention checking the TaxScheduleKey, the order/line price list or the customer’s billing address.

Connector Error Between GP Sales Invoice to CRM Invoice

While trying to re-sync the addresses, they failed stating it was unable to retrieve the customer address with a certain id. I cleared the More Addresses from the CRM Account and tried clearing out the Address 1 and Address 2 information in order to have a fresh sync. But when trying to clear out the Address Integration key fields, CRM failed saving the record.

In order to get around this problem, you can create a new Account and merge it with the problem Account. Select the newly created account as the master and then select all the fields from the old record except the address information.

Microsoft Dynamics Connector Error

With the new Account, you can first run a Connector integration to add the Address Integration keys and then a full Customer to Account sync.

With the addresses correct, the invoices successfully sync to CRM.

Written by Derek Finlinson, Dynamics CRM Technical Consultant for Tridea Partners. Tridea Partners is a Southern California based Dynamics CRM partner.

Dynamics GP – Business Portal & Requisition Management Webcast

Join us October 16th, 2013 for our monthly 30 minute “A Better Look at Dynamics GP 2013” Webcast. October’s session will dive-in to Business Portal & Requisition Management providing instruction on how to:

 

–   Set up role/user based approval hierarchies for purchase requests

–   Customize role/user securities with approval/purchase limits and rights

–   Generate a GP purchase order within the web-based Business Portal

 

Our webcast series offers monthly insights into product capabilities of Dynamics GP .

This webcast will be hosted by Renee Leung, GP Application Consultant for Tridea Partners.

Register-Now-Button-Orange

Upcoming Sessions:

Wednesday, November 6, 12:00-12:45pm – ISV Spotlight: eOne Solutions – How SmartList Builder and Extender can simplify Dynamics GP

Wednesday, December 4, 12:00-12:30pm – Year-end Close Training

Big changes for: Life Sciences, Healthcare, and their IT Vendors

The new HIPAA Omnibus rules go into full effect Monday 23 September 2013. There are new regulatory requirements for IT vendors working with life science & healthcare “covered entities”, such as, new required delineated business associate agreements (BAA) contracts related to detailed risk-based assessments and detailed alignments, named HIPAA Security Officers, documented HIPAA compliance and IT training, human genetic information now included in protected health information (PHI) and the list goes on and on…

An in-depth legal review article takes a deep dive into some of the most significant changes that will impact IT vendors and covered entities.

“Final HIPAA Omnibus Rule Brings Sweeping Changes to Health Care Privacy Law: HIPAA Privacy and Security Obligations Extended to Business Associates and Subcontractors”

Download (PDF, 185KB)

Harmonized regulatory risk-based framework for health information technologies

On July 2, 2013 the US Department of Health and Human Services (HHS) has issued the final “Health Information Technology Patient Safety Action and Surveillance Plan” or the “Health IT Safety Plan” http://www.healthit.gov/policy-researchers-implementers/health-it-and-patient-safety

The Health IT Safety Plan has two fundamental objectives:

1. To promote the health care industry’s use of health IT to make care safer; and

2. To continuously improve the safety of health IT.

The HHS Office of the National Coordinator (ONC) for health information technology (HIT) will coordinate with AHRQ, CMS, FDA, FCC and the Office for Civil Rights (OCR) centralizing on FDA’s risk-based regulatory framework for health IT, that protects patient safety, promotes innovation and avoids regulatory duplication.

FDA’s Risk-Based Regulatory Framework

The underpinning of FDA’s risk-based regulatory framework for health IT is Good Informatics Practices (GIP) guidelines.  Today the Introduction and Intended Use and seven chapters or modules have been extensively peer review and published by HIMSS.org.

See: http://ebooks.himss.org/catalog/show/good+informatics+practices/9

①   Executive Summary

②   Infrastructure & Cloud

③   Risk Management

④   Data Management

⑤   Security

⑥   Training & Training Practices

⑦   Validation & Verification

Our friends at Abnology (www.abnology.com) played a significant roll in leading the authorship of GIP’s and utilize GIP’s as their architectural reference in their product the Trusted Health Cloud® enterprise system, released in 2010 and today available in data centers nationally.

We recommend you become familiar with GIP’s.  The GIP’s are a great resource to utilize in the HHS required HIPAA compliance and IT training.

We have made available GIP Executive Summary Introduction and Intended Use publications from HIMSS:

Good Informatics Practices (GIP) Guidance

Good Informatics Practices (GIP) Executive Summary

 

For more information on how this may impact your company, please contact Tridea Partners at sales@trideapartners.com. Tridea Partners is a leading Gold Certified Microsoft Dynamics AX, Dynamics GP, and Dynamics CRM partner serving Southern California and Salt Lake City regions.

This post was written by Howard Asher, Chairman at Abnology, Trusted Health Cloud.