Datasheet

xvii
Table of Contents
Removing a Subject......................................................................................301
Relating Subjects to Other Entities............................................................301
Relating subjects to cases.................................................................302
Putting the case link to work ............................................................303
Relating a subject to a knowledge base article ..............................305
Putting the article link to work.........................................................308
Relating a subject to the product catalog.......................................308
Relating a subject to sales literature ...............................................310
Chapter 24: Creating and Using the Knowledge Base . . . . . . . . . . . .311
Organizing Information for Your Knowledge Base...................................311
Creating Article Templates .........................................................................312
Creating a Knowledge Base Article............................................................314
Submitting a draft article...................................................................317
Approving an article ..........................................................................318
Searching the Knowledge Base ..................................................................320
Chapter 25: Managing Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .323
Queue Overview...........................................................................................324
Looking at Personal and Public Queues....................................................325
Creating a Queue..........................................................................................326
Working with Cases and Activities Assigned to Queues.........................328
Assigning an activity to a queue.......................................................329
Accepting Queue Assignments...................................................................331
Chapter 26: Working with Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . .333
Creating a Contract Template.....................................................................334
Understanding Contract Status..................................................................336
Creating a Contract......................................................................................337
Adding Contract Lines to a New Contract ................................................341
Renewing a Contract....................................................................................344
Creating a Case and Linking It to a Contract ............................................344
Part VI: The Part of Tens............................................347
Chapter 27: The Top 10 (Or So) Add-on Products
for Microsoft CRM 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .349
Checking Spelling with Google Toolbar.....................................................350
Automating Processes and Generating Alerts..........................................351
Increasing Your Productivity with c360 ....................................................352
Increasing Your Productivity with Axonom’s Powertrak........................353
Migrating and Manipulating Your Data......................................................353
Accessing Instant Advice, Tips, and Tricks ..............................................354
Displaying Data in Graphical Formats.......................................................354
Upgrading Your Service Area......................................................................354
02_343258-ftoc.qxp 6/4/08 12:09 AM Page xvii