Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours

Workshop

Silver Streak Developers is a company that writes software for municipal governments. It has a number of developers, a quality assurance department, and a support department that takes incoming calls. Silver Streak Developers also has a sales department that sells the company’s software to municipal governments all over the country. Silver Streak Developers uses Microsoft Dynamics CRM. The support department uses all the service components of Microsoft Dynamics CRM. Each of the company’s clients has a support contract that is either a Gold or Silver level. The Silver level offers 24 incidents equally, approximately 24 calls a year, and the Gold level support contract offers 50 hours of service. Customers of Silver Streak can send e-mail ...