Service Management
The Service Management administration area has been introduced with Dynamics CRM 2013 Service Pack 1, and has received a slight reorganization with each subsequent version. In Microsoft Dynamics CRM 2016, the Knowledge Base Management was added here also. It groups together settings around the service module and defines the following functional groupings:
Case Settings with Record Creation and Update Rules
Service Terms
Knowledge Base Management
Templates
Service Scheduling
Case Settings with Record Creation and Update Rules
The Case Settings area groups configuration elements around the case creation and routing processes available. This area is particularly useful in grouping and categorizing rules around Case processing.
The first option in this grouping, the Queues, allows us to view and manage the system queues. We can see a listing of the system queues by selecting the All Queues view, as well as manage the membership of private queues.
The Routing Rule Sets is...
