In this chapter you will learn about:
Managing service cases
Managing the knowledge base
Managing queues and teams
Managing contracts
Analysis and reporting
Thus far, we have been looking at how Microsoft Dynamics CRM 2011 has the capability to tackle the marketing and sales needs of any organization. The focus up to now has been on how to attract new customers, and how to sell an organization's products and services to these customers. Once a customer base has been established, it's then up to the organization to keep these customers happy by servicing them appropriately.