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 ...
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