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Microsoft Dynamics® CRM 4.0 Step by Step by Jim Steger Mike Snyder Kara O’Brien, and Brendan Landers

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Chapter 11. Tracking Service Requests

Chapter at a Glance

Tracking Service Requests

In this chapter, you will learn to

Create and assign a service request case.

Manage service request activities.

Resolve a service request case.

Cancel and reopen a service request case.

Many CRM system implementations are initiated by sales and marketing teams to build a shared, central repository of customer sales and order data. In the previous chapters of this book, you’ve learned how Microsoft Dynamics CRM can be used to manage marketing activities, prospective customers (leads), sales opportunities, and orders. Of course, after a sale is completed, your company’s relationship with the ...

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