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

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Hour 18. Contracts, Cases, and Capturing Time

What You’ll Learn in This Hour:

Why use cases; what’s in it for me?

The hierarchy of contracts, cases, and time

Working with cases and activities

Proactive versus reactive capturing of time

Distributing work: Users, teams, and queues

Adding a workflow to close a case

This hour spends more time on cases and looks at the concept of capturing time against activities in Microsoft Dynamics CRM. It also explores methods of assigning cases for completion, using queues and teams.

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