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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / E-mail History
Microsoft Dynamics CRM (Archived)

E-mail History

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Posted on by Josh Lassere 120

I need to be able to set CRM to show and track all e-mail history. I want to be able to view all history for one contact no matter who sent or received the e-mail I want everyone to have access to viewing and reading that e-mail. That way anyone can pick up where someone else left off if need be. Is this possible? If so does anyone know how to set it up?

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  • Feridun Kadir Profile Picture
    Feridun Kadir 1,705 Most Valuable Professional on at

    Absolutely, that is the whole point of CRM!  

    Firstly you need to consider how e-mails are sent to a contact. If the e-mails are sent from within CRM then the e-mails automatically appear against the contact record under Closed Activities. Everyone can have access to the sent e-mails (subject to how each user's security roles are configured.

    If users send e-mails from within Outlook then provided the user has the CRM Client for Outlook installed then all a user needs to do is click a single button, Track in CRM, when composing the e-mail. The e-mail is sent via Outlook, is stored in the user's sent items and a copy is made in the CRM database. The e-mail appears in the closed activities of records that match the To: address in the e-mail. Similarly, incoming e-mails can also be tracked in CRM against the contact record.

  • Luc @ IT creation Dell Premier Partner Profile Picture
    Luc @ IT creation D... 1,360 on at

    [quote user="Feridun Kadir"]

    Absolutely, that is the whole point of CRM!  

    Firstly you need to consider how e-mails are sent to a contact. If the e-mails are sent from within CRM then the e-mails automatically appear against the contact record under Closed Activities. Everyone can have access to the sent e-mails (subject to how each user's security roles are configured.

    If users send e-mails from within Outlook then provided the user has the CRM Client for Outlook installed then all a user needs to do is click a single button, Track in CRM, when composing the e-mail. The e-mail is sent via Outlook, is stored in the user's sent items and a copy is made in the CRM database. The e-mail appears in the closed activities of records that match the To: address in the e-mail. Similarly, incoming e-mails can also be tracked in CRM against the contact record.

    [/quote]
     
     
    Dear Feridun, thanks for your explanation but I need one more thing. Look at notes, in that grid, all contact is logged, be it in person or phone. We use the Notes grid as a total chronological view of what has happended to one specific account so if anyone is sick or leaves our workforce and drops their accounts...someone else can pick it up.
     
    I really don't want to have a Notes grid on one side and a set of e-mail closed activities on the other or else our colleagues have to go date/time matching all day.
     
    And pleace dont advise me to attach e-mails as a file to have them in the right chronological order because that defeats the purpose of CRM being "fast & easy"
     
    In the past I used Archie CRM and it worked as a charm. One screen for all activities, one screen to rule them all.
     
    Thanks in advance.
     
    Greetz from Holland.
  • Feridun Kadir Profile Picture
    Feridun Kadir 1,705 Most Valuable Professional on at

    But closed activities is a chronological list of all interactions with a contact. You do not need to use Notes for emails, appointments.

  • Neil Benson Profile Picture
    Neil Benson 7,369 User Group Leader on at

    It sounds as though you are using notes for recording details of all customer interaction, including phone calls and appointments. That's not the purpose of the notes feature, but that is the purpose of the activities feature. CRM has different types of activities -- phone call, appointments, e-mail messages, etc. -- and these can be scheduled and then completed.

    You might be using notes because they are unstructured and slightly faster than using real activity records. But the downside is -- as you have discovered -- is that you can't track email messages into the notes area so you end up with customer interactions tracked in different places.

    I'd recommend that you use the activity management features of CRM rather than using notes.

  • Luc @ IT creation Dell Premier Partner Profile Picture
    Luc @ IT creation D... 1,360 on at

    Thanks guys. I think you convinced me to use activities. Seems as though what I'm looking for is a notes screen with activity functionalities.

    As we say in Holland, I need to just row my boat with the peddles I have :)

    Thanks for your efforts!

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