The Service management area has been introduced with Dynamics CRM 2013 Service Pack 1. It groups together settings around the service module. This area defines the following groups of settings:
Case settings
Service terms
Templates
Service scheduling
The Case settings area groups configuration elements around the available case creation and routing processes. This area is, in particular, useful for grouping and categorizing rules around case processing.
The first option in this grouping, Queues, allows you to view and manage system queues. You can see a listing of system queues by selecting the All Queues view, you can manage the membership of private queues.
The Routing Rule Sets section is where you manage specific case-routing rules. Here, you can define special rules for how a case is to be handled. For example, you can specify that, when a created case matches specific criteria, it should be forwarded to a particular team, user, or queue. In order to define...