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Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours by Anne Stanton

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Working with Cases and Activities

When working with cases and activities, it is possible for an activity record (task, phone call, and so on) to get generated before the case record, but it is also possible for a case record to be made first. Let’s work through a typical scenario that demonstrates both ways of connecting an activity to a case. In this scenario, you will capture the phone call from a customer, create a case, link the phone call to the case, and then create a second task from the existing case.

There are many ways to create a new Phone Call activity record in CRM. For simplicity, you can start from the contact record because it is very easy to search for contacts based on either the first name or last name. For this exercise, you ...

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