Create email from contact record

Question Status

Unanswered
Chris Crawshaw asked a question on 20 Feb 2013 7:59 AM

We have just upgraded a customer on CRM Online to the Polaris update.

One thing we cannot work out is how to send an email directly to a contact from within the contact record.

The work-arounds we have found take many more clicks that the previous version which is odd.

1. From the contact record, switch to classic view, click Add ribbon then email. When finished the user needs to close and reopen the record to access the new version of the form.

2. Click the email address - opens a new email in Outlook. The client uses a Mac and so emails are tracked using the email router. This means emails sent from Outlook aren't naturally tracked, and can't manually be tracked from Outlook, defeating the point of sending email from CRM!

Is there a better way I'm missing?

The same also applies to other related record types (save tasks and phone calls) - it would be quite feasible for this user to regularly create cases from the account record.

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Jukka Niiranen responded on 23 Feb 2013 5:24 AM

I don't think there's any workaround for this, other than disabling the new Process forms and using the classic UI.

Even adding a subgrid for email messages on the contact form doesn't really help much. You do get the plus sign in the subgrid for adding related records, but it's not the same as "create new", as clicking that opens the lookup dialog for associating existing emails. The "New" button in that particular menu just opens a blank email message without the recipient information or regarding fields populated, so it's even more clicks than the "switch to classic" route.

In my opinion, the process of working with related records in the Polaris release is simply broken. I hope this will get fixed in the next Orion release that should be coming sometime in Q3 2013, as by then the classic forms will be removed from the application completely and we will only have the new process forms to work with.

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AFTAB HUSSAIN responded on 7 Feb 2014 8:02 PM

Hello Chris,

Please have a look to the link below

Make sure we have the allow e-mail and bulk-mail on contacts.

social.microsoft.com/.../sending-out-email-from-mscrm-2011-using-the-record-contact-owner-as-the-sender

Hope this helps.

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