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Hour 17. Support Management > Leveraging the Subject Line in a Case

Leveraging the Subject Line in a Case

Let’s go back to talking about how Microsoft Dynamics CRM can help you organize and bundle your services. You face a small requirement with an impact within Microsoft Dynamics CRM: the configuration of subjects. Subjects are used in a number of different places within Microsoft Dynamics CRM. For instance, each case can have a related subject; and sales literature, products, and articles can have subjects. The subject tree should be set up with some thought, and it should support both reporting and the general organization of a number of different areas of data. To define your subjects, follow these steps:

1. Choose Settings.

2. Choose Business Management.

3. Choose Subject. The screen shown in Figure 17.7 appears.


  

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