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

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Why Use Cases; What’s in It for Me?

A service case record (also called an incident record) is a building block of any process geared toward issue resolution. That issue may be a service or support incident, a warranty repair, a help desk question, or a return merchandise authorization (RMA). Case records have several key features that make them work very well in this area:

1. Each case has a unique identifying number.

2. Each service case can be linked to a service contract and an associated contract line to track work delivered on service agreements.

3. Each case can roll up multiple individual activities into a single billable-time activity.

It is important to understand that case records can be modified and configured with additional fields, ...

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