In the upcoming Microsoft Dynamics CRM 2015 release, code named "Vega", there will be several new features added as part of the Customer Service areas in CRM. This part 5 of a 5-part blog series describing these new features.
1. Updated flexible Service Level Agreement (SLA) for different levels of support
2. Analyze key service effectiveness metrics like first response and case resolution
3. Improvements to SLA management to allow pause/resume, and time-tracking for waiting or holding tickets.
For the full CRM 2015 Pre-Release guide, click here.