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. |