Should I treat it as Service or Product or .... what? RRS feed

  • Question

  • Hi,

    I have recently started exploring Microsoft CRM Online. We provide consulting services to the customers in the field of Application Lifecycle Management. Our services are not against a call by the customer but are planned activity for improving processes. They are not recurring and they do not have any linked product (officially).

    When I try to create a case for say ALM Assessment in CRM, by the words like Research and Resolve, I get a feeling that I am working against a product complaint / ticket raised by the customer. In our case it is not true. But, at the same time we also do not have any physically deliverable product.

    In my opinion, such services should be treated as product but I want your more informed and educated opinion about it. How should I treat such planned, non-recurring, standardized service that we provide to the customer - As a service or product or .. I don't think there is any other option!

    MVP - VS ALM http://www.dotnetcurry.com/ShowArticles.aspx?CatID=60

    Thursday, November 5, 2015 5:06 AM

All replies

  • As you have probably realised by now, cases in CRM are meant for complaints, questions or issues from customers. You might also call them incidents or tickets.

    Products in CRM are part of the product catalog and represent a physical item or service that is sold. Products are used in the sales area of CRM in opportunities, quotes, orders and invoices.

    From your description it sounds like you should use Product though if you are not interested in tracking sales you could consider creating a custom entity.

    Monday, November 16, 2015 11:41 PM