Hi..

I need to create some Service reports in CRM 3.0, and having difficulties...

Basically we have a support service for our customers, so every time a
customer calls with a problem, we create a case.. Then as our employees work
on this case, we create service activities in this case, and we indicate the
time invested in the duration of the activity..

Now, as we charge by hours, we need to report our customers the total amount
of time teir cases have taken to solve, and the time by case...

Somehow, in CRM reports, I can't find a way to mix Case reports with service
activities reports, so I can get my results...

Can someone advice me about what tools or the easiest way to get the data I
need?? Also if there is some other way of reporting time invested in each
case separated by different tasks..

Thanks..

There can be different ways , forexample you can use SQL Business
intelligence and create the report and join specified tables .

It can also be simple if you make a field on "Case" entity which hold
the value of Total time spent on cases through service activities.

make the plugin and whenever service activity is closed , it update
the time on case entity , so you will be having "Total Time " on case
form..

It will be easy to make report .

/Aamir

You might able to look into using workflow as well. There's an
Operator which you may use:"Increment By", "Decrement by" and
"Multiply By". But I do like the plugin idea that Aamir suggested.

Darren Liu, Microsoft CRM MVP
Crowe
http://www.crowecrm.com


On Jul 1, 7:57*am, Aamir Bashir <whatels...@gmail.com> wrote: