A resolution determines that the issue described by the service request was resolved and can either be a temporary or a final resolution.

A resource is a user that works in order to deliver the service request for a specific period of time.

EXAMPLE

The allocation process is used to allocate credit transactions against debit transactions to settle them.
The allocation process is an automated process triggered every time a financial transaction becomes 'Posted'.
Within CRM.COM, you have the option to select between one of 2 main allocation process principles, that will be applied to all financial transactions within the system;

• FIFO :Where a credit is allocated against the oldest available (non-allocated) debit automatically
• FIFO & Against Item :Where a credit is allocated first against a designated debit and any remaining amount is allocated FIFO

EXAMPLE

• Explicit Viewing Entity
• Global Viewing Access  

• Accounts Receivable

• based Entities
• Assignable Entities
• Explicit Viewing Access Entities

• Controlled Selection Access Entities