O'Reilly logo

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management by Hoss Hostetler, Aaron Yetter, Justin Mathena

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

5.8. Service Configuration

When referencing service functionality in Microsoft CRM, the most widely-identified function is case management, which is often considered to be synonymous with Customer Service and includes the process of tracking and managing customer issues to resolution. In addition to cases there are additional components of service functionality inherent in the application, including these:

  • A knowledgebase

  • Subjects

  • Contracts

5.8.1. Case Management

The effective use of the Case entity within Microsoft CRM or any other CRM application is accomplished by achieving a balance between tracking the appropriate case attributes and enabling the user to efficiently create and complete cases. Tracking relevant case information is important ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required