One of the more powerful but often overlooked features of Microsoft Dynamics CRM is the Customer Service module, which allows you to manage and track customer service activity in your organization. The customer service functionality in Microsoft Dynamics CRM is broken down into two main function sets: service management and service scheduling. This chapter will focus on service management. (Refer to the chapter on service scheduling for more information on that topic.)
Microsoft Dynamics CRM service management is designed to support incident-based services called Cases. If your service model is based on number of incidents or purchased by the hour, service contracts can be tracked in CRM by using the Contract entity. CRM also features a knowledge base to provide an area to store solutions to previous incidents for future use.
Jump to the following pages to learn more about service management: