Entities in the Service module

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...