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Microsoft Dynamics® CRM 2011 Step by Step by Jim Steger Mike Snyder and Brendan Landers

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Chapter 11. Using the Knowledge Base

Chapter at a Glance

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In the previous chapter, you learned how to manage service requests in Microsoft Dynamics CRM. Whether your organization tracks the questions, comments, and problems submitted by your customers as cases in Microsoft Dynamics CRM or elsewhere, over time there will probably be common themes or patterns in the service requests. This should make recurring cases easier to ...

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