1. Contract lines define the specific services or products covered by the contract.
2. A case can be associated with a contract, and the hours or incident that the case represents can reduce the total available incidents left.
3. Yes. There is extensive search capability associated with Knowledge Base articles.
4. You could consider any of the items listed in this hour. The following three are examples: What terms can you use to classify and brand the offering? What are you offering? What skills are needed to provide the service?
5. Yes. One of the key features of Microsoft Dynamics CRM Knowledge Base is the standardization of information so that it’s searchable.