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Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours by Anne Stanton

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Hour 17. Support Management

What You’ll Learn in This Hour:

Creating and using contracts

Maximizing support profitability and effectiveness

Leveraging the subject line in a case

Utilizing the Knowledge Base

We’ve covered a lot of information in the past 16 hours. However, we haven’t yet talked about one particular department—the support department—that can use Microsoft Dynamics CRM for non-sales-related needs. A typical support department might need to keep track of customer service, support contracts, incoming questions, and problems and solutions surrounding incoming calls. This lesson delves into the world of support management using Microsoft Dynamics CRM.

What does a support department need? The functions within Microsoft Dynamics ...

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