O'Reilly logo

Maximizing Your Sales with Microsoft® Dynamics™ CRM 2011 by Adam Kachinske, Timothy Kachinske, Edward Kachinske

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

Chapter 13. Managing Cases

Creating cases

Using the case management features in Microsoft CRM, you can manage your customer service department. Cases can be linked to customer records, and they also interact with other parts of the application—like contracts, knowledge-base articles, services, and activities.

Task A Creating a new case

If a customer calls with a problem or concern, you can create a new case for the situation. The system will automatically assign a case number, and you can write in information about the case—like the subject, owner, title, and level of customer satisfaction. Cases remain open in the system until they are closed by one of your support technicians, and it is easy to run reports that show ...

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