We’re excited to announce that Microsoft Dynamics CRM 2011 Step by Step , by Mike Snyder, Jim Steger, and Brendan Landers, (ISBN 9780735648906; 448 pages) is now available for purchase! In today’s post, please enjoy an excerpt from Chapter 14, “Working with Contracts and Queues,” which describes how to create a contract template, create a service contract, and activate and renew a contract. Chapter 14 - Working with Contracts and Queues  In this chapter, you will learn how to: · Create a contract template. · Create a service contract with a contract line. · Activate and renew a contract. · Create a queue and assign a case to it. · Accept a case from a queue. In the previous chapters, you learned about cases and knowledge base articles, which capture the customer requests and product information ...read more