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Customer Service Management

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[Applies to: Microsoft Dynamics CRM 4.0]

The entities described here are targeted at the customer service department of an organization.

In This Section

Contract Entities

Describes the entities used for managing customer agreements.

Incident (Case) Entities

Describes the entities used for managing customer requests for assistance or services.

Knowledge Base Entities

Describes the entities used for managing a searchable database of documents that provide answers to defined problems. Also, these entities are used for managing a hierarchy of related topics that form the classification of the knowledge base.

Subject Entity

Describes subjects that can be used for organizing and categorizing entities such as contracts, incidents, and the knowledge base.


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