Our organization has pre-paid 2 hour service contracts with our customers (each customer is identified as an “account” entity in CRM). We were hoping to use the “contracts” to allow us to automatically allocate support time from cases against the contract for that customer, but from what I can tell the automatic allocation does not seem to work with “contracts” associated to “accounts” and only works with “contracts” associated to “contacts”. Most of our customers have multiple “contacts” that call us making if difficult to track time using “contacts”.
This seems like it should be a common issue with the limitation of “contracts” as I assume most CRM users have “contracts” with “accounts” rather than individuals (contacts). Any good workaround ideas?
(currently planing deployment for move from premise based 4.0 to CRM Online)
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