Changes to forms and views in Dynamics 2015


Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online

Changes to forms and views for Accounts, the Product Catalog, and User management make it easier to find related information with product and account families and hierarchical charts. These changes, introduced with CRM 2015, apply to forms for system entities such as Account, Case, and User, but do not appear in custom forms.

In service management, changes to service configuration settings improve Service Level Agreement (SLA) tracking.

If you have not yet installed the CRM Online Spring ’14 update or Microsoft Dynamics CRM 2013 Service Pack 1 (SP1), and the associated product updates, you’ll also want to read about the changes included with those releases.

In This Topic


Product Catalog

Enhanced SLAs


With the new hierarchy functionality, it is now easier to view, explore, and query hierarchical relationships and see KPIs (key performance indicators) in the contextual view of a hierarchy. Hierarchy visualizations are enabled out-of-the-box for some entities, such as Account and User. You can also enable hierarchical relationships for other entities, including custom entities, and create visualizations for them.

Hierarchy settings

There are new setting areas for defining how hierarchy visualizations work. For example, when you select Hierarchy Settings for a User entity (Settings > Customize > Customize the System > Entities > User > Hierarchy Settings) you can create a new hierarchy setting or edit an existing one.

Edit user hierarchy in Dynamics CRM

Identify hierarchical relationship in Dynamics CRM

Account and user entity forms

There are new Default Quick View forms for the Account and User entities.

Use the new Quick View form in Dynamics CRM

Configure hierarchy settings in Quick View form

A Child Accounts subgrid has been added to the Account form.

Enter Child Accounts in Account form

And a Direct Reports subgrid has been added to the User form.

Enter Direct Reports in the User form

In Microsoft Dynamics 365 for tablets, hierarchical relationships appear as follows:

View hierarchical relationships on tablet

For information about viewing hierarchies, see Query and visualize hierarchical data.

Product Catalog

You can make it easier for sales agents to find and sell products in a product catalog by using product families and product properties. A product family lets you group and categorize products, which makes it easier for you to manage them.

Product Families

Select a product to create a family, or a product family to create a child product family under an existing family.

Create a product family in Dynamics CRM

Use Product Properties to describe a product family. These properties will also appear in the child product view.

Describe a product family in Dynamics CRM

View properties in child product view

More information:
Manage product catalog configuration
Help & Training: Create a product family

Price Lists

You can associate a product with a price list by selecting the plus sign (+) on the Price List Items subgrid to open a new price list item form.

Open new price list item in Dynamics CRM

If a price list does not currently exists, you can create one by navigating to Settings > Product Catalog > Price List, or directly from the price list item form by selecting Look Up Record > New.

Create price list in Dynamics CRM

More information: Help & Training: Create price lists and price list items.


Product views shown on forms such as Opportunity, Quote, Order, and Invoice, have additional columns: Properties, Unit, and Suggestions. These fields cannot be customized.

View additional columns in Product views

Enhanced SLAs

With Enhanced SLAs, you can pause SLA tracking while it is on hold waiting for a response from the customer. In the new Service tab in System Settings (Settings > Service Management > Service Configuration Settings), System administrators can select the case status fields for which the SLA should be paused. In addition, Disable SLAs was moved from the General tab to the Service tab.

Pause SLA tracking in System Settings

The new Enhanced SLA Details tab in the Case form shows detailed First Response and Case Resolution SLA KPI information for Enhanced SLAs. The First Response By and Resolve By columns have been removed from the Case and Queue entity views.

Use Enhanced SLA Details in Case form

View Enhanced SLA Details in Dynamics CRM

Also note that for Standard SLAs the Applicable SLA section in the Summary tab of the case form shows First Response and Resolve By information.

Case form entries for Standard SLAs

View Standard SLA information in Dynamics CRM

More information: Enhanced service level agreements

See Also

Hierarchy security
Video: SLA Enhancements in Microsoft Dynamics CRM 2015
Help & Training: Define service level agreements (SLAs)
What's new for administrators and customizers in Microsoft Dynamics 365

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