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Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide by Danny Varghese

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Managing service cases

Service cases can include anything from customer service issues such as late or incorrect invoices, poor quality of products and services, inadequate delivery of products and services, and so on. In this section, we'll explore the case management process, including the following:

  • Creating cases
  • Assigning cases
  • Connecting cases to another record
  • Creating a subject tree
  • Adding case notes
  • Creating a recurring appointment
  • Resolving a case
  • Using case views
  • Searching for case records
  • Working with system charts for cases

The first step is for a user to create a case.

Creating cases

To create a case, perform the following steps:

  1. Start CRM and go to the Services module in the left-hand navigation area.
  2. Select Cases.
  3. On the contextual ribbon, click ...

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