Our Blog

where we write about the things we love



Convergence 2014 Round up: Leo and Age of Customer Care

At Convergence there were many announcements around the CRM roadmap and upcoming Leo release. 

In this post I will summarise in a little more detail some of the great enhancements being made to Customer Care in the Q2 release. Note that the Q2 release will be available to Online and On Premise customers.

First of all let’s share the Convergence slide on the Leo release:

Convergence 2014: Leo Release

As you can see from just this slide we are not talking of a small enhancement to Customer Care, but a major release of functionality that finally brings customer care functionality up to the standard that we expect. So let’s now dive deeper into the new functionality:


 Android will be supported with a similar look and feel app as Windows and iPad. In addition the ability to reconfigure the org that it is working with will be provided. In addition the customer care entities will be supported across all platforms on the mobile app i.e. the case entity. This will enable mobilising the service desk.

Unified Service Desk

 This is a great new addition and is similar to the Customer Care Framework. It provides a client side application that can be configured using standard records in CRM to connect to other systems in your ecosystem to provide a framework to enable pass-through of context to other apps.

In addition the ability to provide context sensitive call scripts will be provided natively and the ability to hook in a number of telephony provider add-ons will be possible. This simple to use, configure and deploy framework will make Enterprise contact centres a reality for Dynamics CRM.

Convergence 2014: Unified Service Desk

Case Hierarchies

 Enables cases to be related to a root cause case with dependencies defined across them.


 SLAs will be configurable based on CRM data, i.e. can provide a different SLA for a Premium contract customer vs a Bronze, or based on severity of the case. SLAs will control first response by and case resolved by timers. Workflow activities around escalation can be built into the SLA configuration to create tasks or emails etc, see below for an example where a task is created as part of the SLA failure state.

Convergence 2014: SLA task management


 Ability to manage what products a customer is entitled to service on.

Convergence 2014: Entitlements settings


 Based on the Customer SLA, timers will countdown the resolution time and change colour when getting close to resolution time. These timers will be standard functionality and be tightly tied to the SLA module. Within the Unified Service Desk they can be exposed out on the KPI control.

Convergence 2014: SLA timers

Life-cycle State Model

 You will be able to define the status transition life-cycle without code i.e if the case status in waiting for customer you can not move it to Resolved unless first moved in back to in progress.

Queues and Routing

 Ability to define memberships around queues, and define routing rules around channel management i.e. if an email comes in auto create case or route to a specific queue. These can be manually or automatically triggered.

Social Care

 The Dynamics Team will provide an example listening app that can be utilised to convert posts from twitter into Cases in CRM.

Convergence 2014: Social care


 Future releases will see integration around web portals and knowledge base, likely Q4 release time-frame.


If you have any questions about the new functionality coming in the Q2 Leo release, we’d love to talk with you about it.

This blog post Convergence 2014 Round up: Leo and Age of Customer Care first appeared on Steve’s personal CRM blog.

Posted by: Steven Foster, Client Director | 21 March 2014

Tags: Dynamics CRM, customer experience, Convergence 2014

Top Rated Posts

Blog archive

Stay up to date with all insights from the Intergen blog