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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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Canceling and Reopening a Service Request Case

There will be times when a case drops off the customer’s priority list or the customer resolves an issue internally. Imagine a situation in which a customer submits a warranty claim for a refrigerator he recently purchased. The day after the case was logged with the appliance company’s customer service team, the company issues a recall of the customer’s refrigerator model, having seen several similar cases logged against it in previous months. The customer service team sets up a new case tracking category to manage recall requests and logs a new case under it for the customer. To prevent the initial case from remaining in the customer service team’s active cases list, the case is canceled. Canceled ...

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