This chapter provided insight into the service management module in Dynamics CRM 2011. We delved into case management, including creating, assigning, and connecting cases. The subject tree is a list of categories that an organization can use to help organize cases or other record types. A subject can be associated to a case in order to help categorize it for reporting or searching purposes. Adding notes to a case can be important if multiple users work on a case. Some examples of notes are steps taken to resolve a case, any notes about the customer, or any comments made by management about the case.
Resolving cases is the ultimate goal of any organization managing cases. Whatever state a case is in, CRM provides out of the box views to help access case data quickly and efficiently. Charts can visually represent data in a view, and as you filter data in a view, the chart will change to display the filtered data.
To assist users, the knowledge base is a location where users can search...