The following are the entities provided by Dynamics CRM for the Service module:
- Case
- Knowledge Base Articles
- Queues
- Service Level Agreements and Entitlements
- Service Calendar
Let's take a look at each of the entities:
- Case: This represents a problem reported by a customer and the activities that the customer service representatives use to resolve it. The Case forms the core of service management for Dynamics CRM. Case is sometimes also referred to as an incident, ticket, or issue.
- Knowledge base: This provides a process for submitting, approving, and publishing articles about an organization's products and services. It helps the customer service representatives to find information and resolutions about the products and services.
- Queue: This provides a process of acting as a hold container for Work items; for example, you can queue the Cases that are to be resolved.
- Service Level Agreements: These represent the features of Dynamics CRM that can be used for configuring metrics to attain a service level. A Service-Level Agreement is nothing but the time taken to solve a support request.
- Entitlements: Entitlements represent the level of support that is available to and eligible for a customer.
- Service calendar: This is a scheduling component in Dynamics CRM, used to view and manage the service activities.