How to Follow Customer Actions in Microsoft Dynamics 365

How to Follow Customer Actions in Microsoft Dynamics 365

Learning how to follow customer actions (records) in Microsoft Dynamics can increase your efficiency by allowing you to easily track activities (in real-time) by Leads, Accounts, Contacts, etc.

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 customer’s record in Dynamics allows you to see all the information in your activity feed.

This is helpful because it provides transparency into the status of any ongoing issues a customer has, across your organization.

Following a record in Dynamics is also useful when you or one of your team members is working on a new sales lead and you want to be able to follow all the activities the lead has in Dynamics.

This can be important in making sure you are spending your valuable time on the leads that are most active. By following records in Microsoft Dynamics, you will be able to see all the activities a Lead, Account, or another record 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 simple! In this post, we provide the steps on how to follow a lead in Microsoft Dynamics 365:

1. Navigate to Sales, then to a Lead, and click the “More Commands” ellipses (…) in the command bar
2. Select “Follow” from the list
   
3. Updates to the records you follow will display on a Timeline list – this can be easily added to your Dashboard or a common Dashboard.
   
4. Each user can select records to follow, but the limit is 1,000 by default per user
5. 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 by opening the ‘Leads I Follow’ view, selecting the appropriate records, and clicking “unfollow” in the More Commands ellipses (…) in the command bar.
     

Now that you know how to follow customer actions in Microsoft Dynamics 365, what other Microsoft Dynamics 365 challenges can our team of experts help you solve?

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