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Follow Your Customers Actions in Dynamics CRM

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Follow your customers actions in Dynamics CRM

Learning how to follow records in Microsoft Dynamics CRM can increase your efficiency by allowing you to easily track activities (in real time) by leads, accounts and contacts.

Following a record was introduced as part of the social features with Microsoft Dynamics CRM 2013 and for accounts, contacts and leads you that ‘follow’, the activities surrounding that record are visible in your personal activity feed.

For instance, if one of your customers is having various issues and you want to be able to see each support case that has been created or resolved in real time, following that customers record in CRM allows you to see all the information in your activity feed. This can be extremely helpful when making sure you and the right people within your organization are staying updated on any issues that may be occurring with your customers.

Following a record in CRM is also extremely useful when you are working on a new sales opportunity (or a member of your team is) and want to be able to follow all the activities that that lead has within the system to be able to better qualify the lead. This will be crucial in making sure you are spending your valuable time on the leads that are most active.

By following records in Microsoft Dynamics CRM you will be able to see all the activities a lead, account or contact has within your system giving you updated information when dealing with sales, marketing and customer service for those particular records.

Following a lead (or any record) is easy – in this example we will show you how to follow a lead.

  • Navigate to Sales, then to an Account, Contact, or Opportunity and click the More Commands ellipses (…) in the command bar.
  • Select Follow from the list

Follow in CRM 1

  • Updates to the records you are following will display in the What’s New area of CRM
    • Navigate to Sales, then ‘What’s New’
    • Posts can be filter on your personal wall by selecting a particular view.
      • Click on All Records to select a different view
      • Once the view is selected the posts will be restricted to only posts about the view.

Follow in CRM 2

  • Each user can select records to follow but the limit is 500 records
  • To unfollow a record, simply go to the record and click the More Commands ellipses (…) in the command bar.  Then click Unfollow.
    • You can also bulk unfollow records of a certain type by opening the ‘Records I Follow’ and clicking unfollow in the More Commands ellipses (…) in the command bar.

Follow in CRM 3

 

 

The post Follow Your Customers Actions in Dynamics CRM appeared first on Ledgeview Partners.

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