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

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Distributing Work: Users, Teams, and Queues

Now that we have gotten into some details around linking cases to activities and tracking time, let’s look at managing cases and workload in more detail. Chances are that you will have more than one person involved in resolving cases, and many issues will not be resolved in a single session or interaction.

Each case or activity in CRM can be owned by a single CRM user or a CRM team. From the standpoint of the system, an owner may have certain rights to modify that record that other users do not have. From the standpoint of getting the work done, the owner is typically responsible for doing the work or at least ensuring that the work gets done.

Although teams have been defined in CRM since the beginning, ...

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