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Sams Teach Yourself Microsoft by Anne Stanton

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Hour 17. Support Management

We covered a lot of information in the last 16 hours; however, there is another department that can use Microsoft Dynamics CRM for specific non-sales-related needs. This includes everything that a typical support department might need to keep track of customer service, support contracts, incoming questions, and problems and solutions surrounding incoming calls. This hour delves into the world of support management using Microsoft Dynamics CRM.

What does a support department need? The functions within Microsoft Dynamics CRM that are key for a support department include ...

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