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

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Chapter 12. Working with Contracts and Queues

Chapter at a Glance

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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 ...

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