Question regarding ackward email flow for helpdesk / customer service in CRM 2011?
Why don't you consider using cases. When an incoming activity is in the queue - you can easily convert to a case - from where you can set the fields and use it to keep a history of communications in that case We have setup workflows to send notifications on completion of tasks - with the original ticket requester getting copies of the notes from the task.
Why don't you consider using cases. When an incoming activity is in the queue - you can easily convert to a case - from where you can set the fields and use it to keep a history of communications in that case. We have setup workflows to send notifications on completion of tasks - with the original ticket requester getting copies of the notes from the task.
The emails that enter the queue are closed, so its not possible to set the regarding trough the CRM web UI, thus, the initial emails are never assigned to the regarding entity. It is not possible to add a condition to a workflow when an queue item is created to check for the "FROM" of the email since the lookup form only displays users, and not accounts, or contacts. It's very hard to see the past email communication or activities with that client.
First, a email enters, then it needs to click on the regarding. Then check the activities, (seeing only one line per activity) and then need to click every individual activity to check the details. Looks like a lot of clicks and overhead to me.
I cant really gove you an answer,but what I can give you is a way to a solution, that is you have to find the anglde that you relate to or peaks your interest. A good paper is one that people get drawn into because it reaches them ln some way.As for me WW11 to me, I think of the holocaust and the effect it had on the survivors, their families and those who stood by and did nothing until it was too late.
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