Summary

The Workplace is where users will spend most of their time managing activities and customers. It is very customizable, and there are several options that enable you to extend the functionality related to customers, the Calendar, and tasks directly to mobile devices through Outlook.

Activities are how work gets assigned, managed, and completed. This chapter explained how to work not just with activities, but also how to assign them to users and queues. Activities are used to drive tasks, as well as many reports that rely on activities (the Neglected Accounts report, for example) and should be used to record every customer contact.