A support contact consists of all the details of the agreement between your company and a client to provide support. The contract also includes management over what you sold to the client with regard to either the total number of calls, the total number of incidents (or cases), or the total number of support hours. Depending on how you offer support, the contracts feature of Microsoft Dynamics CRM can manage incoming use of services against a specific defined contract. Let’s set up a contract to examine this further. Figure 17.1 shows where you need to go to get started. You get there by following these steps:
1. Select Service.
2. Select Contracts.
3. Select New. The Contract form shown ...