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Special Edition Using® Microsoft® CRM by John Gravely, Laura Brown

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Cases

Cases (Service Cases) are where the rubber meets the road for Customer Service. Cases are used to track all service interactions with your customers. Normally, we might think of Customer Service as a generic category for all issues related to a customer's interaction with an organization's people, processes, products, and services. This would be a fair assessment of the way that Cases can be used in Microsoft CRM. Figure 9.9 shows the Service Case screen.

Figure 9.9. The Service Case screen.

Microsoft CRM Cases can support multiple, varied servicing processes. Some of the ways Cases can be used include, but are not limited to

  • Product Technical ...

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