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

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Managing queues and teams

Queues and teams provide a way of managing work for various individuals across organizations. While they can be used in most places in Dynamics CRM, they're mentioned more often in connection with the service module.

Business scenarios

Race2Win Insurance Company has a business dedicated to the support of its clients. In order to service their clients effectively, Race2Win has employed the use of the Microsoft Dynamics CRM service module. With Dynamics CRM, they can open up cases for any issues a customer may have. To help resolve the case effectively, they have various business rules around routing cases to different departments to be worked on. The organization has various teams to handle a case based on the type of case ...

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