Hi there.
Our IT organisation is moving from Maximizer CRM 11 to Dynamics CRM Online. I've been tasked with figuring out how we're going to re-train the staff from using Maximizer to CRM Online.
In Maximizer currently, we enter case information and resolutions in the Solutions area of the Support Case and then mail merge the information out to a Word Document which we then give to the customer as a run down of what work has been completed for them.
To follow this, I've been using Cases in CRM Online and placing the information in the notes section with a final summary in the Resolution section once we click on "Resolve Case" - much the same way we did with Maximizer.
Now comes the tricky part - I can produce a mail merge which gives me Case Number, Title, Customer, Time Billed, etc... but for some reason I cannot Mail Merge the Case Notes or Resolution into the document.
Is there a way to mail merge Case Notes and Resolutions? Or is there a better way to produce this information for printing? Any insight would be greatly appreciated.
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