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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Handling Enquiries in CRM
Microsoft Dynamics CRM (Archived)

Handling Enquiries in CRM

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Posted on by dwigglesworth 665

We’d like to start recording the volume and type of initial enquires being handled by the team (phone,email,social media, maybe face to face). We’d also like to explore referring a follow on task to an individual following an enquiry possibly using workflows. The trouble is I’m not sure how this should be recorded – is there a record type / activity we can put all this on? Any thoughts?

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  • GL-23071537-0 Profile Picture
    GL-23071537-0 on at

    Hi there!

    I would need to have more details on your processes in order to recommend the best solution, as this is what CRM is designed to do, and it can be done in a number of ways.  You might consider using Leads, Cases, Campaign Responses,or creating a Custom entity.  It really just depends on your processes and current data structure.

  • dwigglesworth Profile Picture
    dwigglesworth 665 on at

    Hi CRMGRETCHEN,

    Thanks for responding. I'd be happy to share our processes with you - except I'm not exactly sure what you mean by "processes" and what you would like me to share.

    To carry on the discussion - I'm considering something along the lines of a Lead but not a Lead. The reason why I say not a Lead is because my understanding of the concepts of CRM are that Leads are people who we do not have a current or past relationship with.

    In the case of enquiries - we may already have a relationship with the sender because our services change frequently and current contacts will definitely be contacting about a new service we are bringing on stream alongside new contacts.

    I have also considered Phone Call activities that currently exist in CRM which seem to almost almost fit what's required - except that this record type just deals with phone calls clearly. It seems for reporting it would be best to have all types of enquiry on one record type.

  • GL-23071537-0 Profile Picture
    GL-23071537-0 on at

    Hi there!

    If your inquiries are service-oriented in nature, you might consider using Cases.  If they are leads or sales/marketing oriented, then might consider using Campaign Responses.  Here is an article about Campaign Responses.  

    If you are not working with a Microsoft partner, I would definitely recommend it, as they can  analyze your business processes and help make these architectural decisions for how to best leverage the application's built-in functionality for your business.

  • dwigglesworth Profile Picture
    dwigglesworth 665 on at

    Thanks CRMGRETCHEN Campaign Responses are something I am going to consider. I am also considering a custom type as outlined here: preactcrm.blogspot.co.uk/.../tracking-enquiry-activities-in.html

    I have previously worked with a CRM partner on our CRM, but in this case I need to look to the Dynamics community to help me find a solution and also learn more about CRM.

    If anyone following this post can help with the pros and cons about leveraging the application's built-in functionality through Campaign Responses against creating a new activity type, that would be a great help.

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