Microsoft Dynamics CRM has two distinct components:

1. Sales - Customer Management
2. Service - Case Management

Of particular focus to Dynamic Edge, given our strong federal government presence, is the Case Management component of Microsoft Dynamics CRM.

The Microsoft Dynamics CRM Case Management system has the following features:

• Manage work more efficiently. Microsoft CRM delivers CRM as a natural extension of Microsoft Outlook. Manage issues, and all service contacts, from a single business application. Creates, assigns and manages “tasks”, such as emails, faxes, letters, etc. 
• Native Microsoft Outlook experience. Manage your service and case management activity in a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database. Supports mobile/remote users through Microsoft Outlook, Explorer and Pocket PC. Integrates seamlessly to Microsoft Office.
• Automate service processes. Assign, manage, and resolve cases with automated routing, queuing, and escalation of case issues, along with communications tracking, and auto-response e-mail.
• Resolve issues quickly and accurately. Improve your response rates using a searchable, shared knowledge base of articles organised by product and category. Built-in review processes help ensure that published information is complete, correct, and properly tagged.
• Case management. Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
• Service requests. Automatically associate incoming service issues with the appropriate case.
• Queuing. Send cases to a waiting area—the queue—where they can easily be accessed by individuals and teams.
• Routing and workflow. Route tasks automatically to the appropriate representative for resolution, escalation, or reassignment.
• E-mail management (includes auto-response e-mail). Maintain accurate communication records with automated tracking and response for internal or external e-mail messages. 
• Reports. Identify common service issues, track service processes, and measure service performance. Service appointment activities: Schedule detailed service activity appointments for your staff that automatically synchronise to your Microsoft Outlook calendar. Reports use Microsoft SQL Reporting Services allowing for easy creation and editing of reports.
• Customisation and Integration. Extensive customisation and Integration capabilty including the ability to customise through the application itself, with no code, or the ability for more complex customisation using the Microsoft technology tools such as .Net.