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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Filtering queries on e...
Microsoft Dynamics CRM (Archived)

Filtering queries on email history

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Posted on by Johnbro 35

Hello,

Sorry if this has been asked--I searched and couldn't find any related threads.

We are using Dynamics 4 (and switching very soon to 2011) CRM. I would like to be able to create queries or reports based on email history. 

Basically I want to see a lead record in a view with the date created and the date of first email to the lead email address.

Our leads come in via the web; we generate an auto notification email to the territory rep that the lead has been created. Now I want to see if the rep has sent a follow up email to the lead. 

Is there any search or report criteria that will show that? (Note ALL leads get emails recorded to their history when the auto notification to the rep is created; I'm interested in email from the rep to the lead).

So in English the query might look something like this: 

Show ALL records with created on date on or after Jan 1 2013

AND history does not contain email record sent to the lead

Thanks for any help on this.

John

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  • Suggested answer
    Josh Wells - MSFT Profile Picture
    Josh Wells - MSFT 961 on at

    Hi John,

    Thanks for your detailed question.  It is helpful in really understanding the ultimate goal here.  I have been trying to think of different ways that this can be achieved as a current solution and the only way I can think of is to create a custom SSRS report.  This could get messy and the report could run into timeout issues depending on how many leads you have.

    I'm not sure if you thought about possibly changing your process so that it makes reporting a little easier.  For instance, how are you generating the email to the Sale Rep when a lead comes in?  Is this done using CRM or some custom application?  

    A easier solution could alter CRM to use workflows.  So when Lead is created trigger a workflow.  This workflow would then do an if conditional check to see IF Lead Source (essentially a field that identifies where the lead came from) = Web, Then the workflow proceed with the following:

    1. Update Lead record status to Initial Contact.  This would be a picklist field to help track the status of the Lead record.

    2. Send email to sales rep

    3. Create email with a standard template.  Note this is not a Send Email step but a create email step.  This would allow the sales rep to customize the email

    4. Wait until Email in Step 3 status = sent

    5. Update Lead record status to Initial Contact made

    Then you can create a simple report within CRM that can show you which Leads have a "record status" of initial contact.  

    There are different ways you could handle this but if you are looking to find a solution with how the system is configured now, you may need to engage a partner to help build a custom SSRS report.

    Hope this helps!

  • Johnbro Profile Picture
    Johnbro 35 on at

    Thanks for your answer.

    We've given up on Dynamics in all flavors and have begun migrating the data to Salesforce.com.

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