Microsoft Dynamics® CRM 2011 Step by Step

Chapter 12. Working with Contracts and Queues

Chapter at a Glance

In this chapter, you will learn how to

• Create a contract template.

• Creating a Service Contract

• Activating and Renewing a Contract

• Create a queue and assign a case to it.

• Accept a case from a queue.

In previous chapters, you learned about cases and knowledge base articles, which capture the customer requests and product information used by customer service teams to address support issues. Most of the service requests your company receives are not likely to be resolved by referencing a single knowledge base article. Instead, each request is probably routed through an involved process that ...