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Service entities (contract, incident, knowledge base, queue, calendar, entitlement, slakpiinstance)

Applies To: CRM 2015 on-prem, CRM Online

The entities described in this section are targeted at the customer service department of an organization.

In addition to the entities linked to later in this topic, there are several entities that will appear to support a set of messages or could be used with the IOrganizationService methods. However, the following entities are for internal use only:

  • ConvertRule (Case Creation Rule): Defines the settings for automatic case creation.

  • ConvertRuleItem (Case Creation Rule Item): Defines the individual conditions required for creating case automatically.

  • RoutingRule (Routing Rule Set): Defines a set of rules to route cases automatically to queues, users, or teams.

  • RoutingRuleItem (Rule Item): Defines the individual conditions required for routing the cases.

  • SLA: Contains information about the service level agreements for cases that belong to different customers.

  • SLAItem (SLA Item) : Contains information about a tracked service level agreement (SLA) key performance indicator and the condition when it is applicable for case records.

While these entities appear to support common messages and methods, they also have a dependency on the web application so that certain messages will not work as expected when called directly from the web services. You should not use these entities in your code.

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Related Sections

Microsoft Dynamics CRM 2015 and Microsoft Dynamics CRM Online
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