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

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Scheduling service activities

Service activities are scheduled for a specific time, can include a site, can be tied to one or more customers, and can include one or more resources. Once the activity is created, a user can trigger what is called the service scheduling engine . The scheduling engine gives the user the best option of resources to complete the given service. The scheduling engine looks at the service preferences of the customer, the schedules defined for the resources, and the selection rule for the service.

The first step to schedule service activities is to create service activities.

Creating service activities

To create service activities, follow these steps:

  1. Start CRM.
  2. Navigate to Workplace module, and then under the Customers section, ...

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