Overview of service

CDM standard entities

Entities

Name	Description
ActivityParty	Person or group associated with an activity. An activity can have multiple activity parties.
Case	Service request case associated with a contract.
CaseResolution	Special type of activity that includes description of the resolution, billing status, and the duration of the case.
ChildIncidentCount	For internal use only.
Contract	Agreement to provide customer service during a specified amount of time or number of cases.
ContractLine	Line item in a contract that specifies the type of service a customer is entitled to.
Entitlement	Defines the amount and type of support a customer should receive.
EntitlementContact
EntitlementProduct
FacilityEquipment	Resource that can be scheduled.
IncidentKnowledgeBaseRecord
KnowledgeArticleIncident	Association between an knowledge article and incident.
Resource	User or facility/equipment that can be scheduled for a service.
ResourceExpansion	Resource Expansions.
ResourceSpecification	Selection rule that allows the scheduling engine to select a number of resources from a pool of resources. The rules can be associated with a service.
SchedulingGroup	Resource group or team whose members can be scheduled for a service.
Service	Activity that represents work done to satisfy a customer's need.
ServiceActivity	Activity offered by the organization to satisfy its customer's needs. Each service activity includes date, time, duration, and required resources.
ServiceContractContact	Item in a Service contract.
Site	Location or branch office where an organization does business. An organization can have multiple sites.
SLAKPIInstance	Service level agreement (SLA) key performance indicator (KPI) instance that is tracked for an individual case
Task	Generic activity representing work needed to be done.
User	Person with access to the Microsoft CRM system and who owns objects in the Microsoft CRM database.