So this might not be news to some of you, but I stumbled on an interesting tool in CRM 2013 this morning.
In the course of my job, I have to capture a lot of screen shots, so I use a tool called SnagIt from Techsmith. SnagIt is a great tool, and I highly recommend it, but that's not the point of the story.
I have SnagIt configured to start a screen capture when I select Ctrl-Shift-Q from the keyboard. This morning I was looking at something in CRM 2013 I wanted to capture and mark up. I did the Ctrl-Shift-Q and to my surprise...this Performance Markers window popped up in CRM?
At first I missed it because SnagIt was capturing the screen without it, but when I exited the SnagIt capture, there it was.
Looks like it's showing the load times for the various functions on the page, and could be very useful in the future. I searched, but all I could find was that you can use Alt-Shift-Q or Ctrl-Shift-Q to make the window appear. I can't find any other documentation on how to use it, maybe someone else has seen it somewhere?
I've been reviewing the new SLA capabilities in CRM 2015, but I've got to go through CRM 2013 first because we are still on 2011, which was upgraded from 4.0.
I had to build an entirely custom SLA system (although we call it TRT for 'Target Response Time') because this was not available in 4.0/2011.
This new 2013/2015 system looks cool, and I like the idea of a timer control on the case to show the time left before the timer expires.
One of the main things I see in the new one is the 'pause' feature, which can come in handy. Because we offer 24/7 support for several of our products, but after hours the support is done by a support analyst on-call, we have to manually calculate the the target for new cases that come in after 8pm ET, or on a weekend.
Example: Priority 3 case comes in at 9:00PM on a Wednesday night. Target Response/SLA is 4 hours, but because it's after hours we don't set the target for 1:00am, we set it to 12 noon the next day because we open support at 8am the next day.
Wondering if CRM SLA system can work with this? Guess I will find out as I research this new feature.
Haven't written anything here for quite a while, I've been busy working on a customer facing portal project with CRM on the back end, and using ADXStudio CMS on the front end.
Now that is mostly finished, I'll be moving on to upgrade 2 separate instances of CRM from 2011 to 2013, and probably 2015 as soon as it comes out.
Already noticing a lot of changes to the UI that will be very difficult for the end users to adapt to. The lack of navigation on the left side to get to related records, is weird. I'm reviewing a tool from mscrm-addons.com called the SmartBar.
Should be an adventure!
