Customer Service Concepts
As discussed in Chapter 4, Microsoft CRM comes in different configurations based on the functionality in which an organization is willing to invest. For the purposes of this chapter, we will address the functionality of the Professional edition so that all features are covered. Keep in mind that if you are using a Standard edition you might not see all of the objects and features we discuss here.
The core objects unique to the Customer Service Area are
Service Contract Templates
Service Contracts
Service Contract Line Items
Cases
Queues
Knowledge Base Articles
Of course, these core objects are associated with the core Contact and Account objects that were discussed in Chapter 4. Additionally, the ancillary Activity and Note ...
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