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

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Proactive Versus Reactive Capturing of Time

The preceding example demonstrates using CRM cases in both a reactive way (generating a case when you take a phone call) and using CRM cases in a proactive way (scheduling a task for a future time). How you use CRM depends a great deal on your business and the processes you are implementing.

If you are constantly planning your schedule and proactively creating tasks, phone calls, and appointments that need to be completed in the future, Microsoft Dynamics CRM can help you track completion of those activities and give you a way to document how much time you spent on each activity as you close them out. On the other hand, if you live in a highly reactive world, and the work you do each day is somewhat ...

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