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.