Microsoft Dynamics CRM 2013 Unleashed

Summary

The Service area is a valuable and important part of Microsoft Dynamics CRM. When used correctly, you have a centralized view of calendars and schedules and can easily perform scheduling tasks.

When working with cases, remember a key feature: The summary of the activities that make up the case (and therefore the case resolution) are the resultant work effort—something neither expressed nor available on the main Case entity by default. We often see organizations request the ability to see case resolution times and the ability to quickly/easily track times directly against the Case entity. (An example of this might be a spinning/countdown clock when the form is opened/being worked on.) Microsoft Dynamics CRM does not support this requirement ...