Microsoft Dynamics® CRM Training
Activity Management in Microsoft Dynamics 365
No demo version of this video is available. Please Sign In or Join the Success Portal to watch the full-length video.
This video will introduce you to activity management in Microsoft Dynamics 365. Activities help you easily track customer interactions and communications, such as Emails, Phone Calls, and Appointments, as well as allow you to create and assign tasks to keep you on track as you work on, for example, service cases. This video will detail creating, editing, and deleting activities within Microsoft Dynamics 365. How much detail is tracked will be unique to your organization's needs, and what role you have within the organization. Depending on the record type, activities may appear differently, but they serve the same purpose within each entity. For example, within a contact or account record, Notes & Activities will appear as a section toward the bottom of the screen, while within a lead or opportunity record, the Notes & Activities section will actually be a pane within the summary section. So, regardless of record type, the Notes & Activities section provides the same information, it's simply displayed a bit differently. Let's start within this opportunity record to go over how to create, edit, and delete activities, and then we'll go over how to do so within a contact or account record. At first glance, you see that the activities and notes pane shows a quick list of Activities, with additional tabs for notes, the Assistant, and posts. So, we can see that on 4/24, Alex expressed interest in the X series and indicated a decision would be made soon. We have not heard back from him since, so I make a phone call to touch base, but get no answer, so leave a message. To track this, I'll click Add Phone Call, enter any notes, and since the Call With and Direction populated correctly, I'll simply check the box indicating I left a message, then click OK. You can see that this phone call now appears in the activities pane. I can hover over it and click either the corner arrow icon to open, or the double down arrows to expand to show details. Next, I want to review the details of this opportunity before sending a follow-up email, but I don't have time right now, so I'll create a task by clicking Add Task. I'll enter text for the subject and description fields, then click the calendar icon to select a due date. I want to do this by end of day tomorrow, so I select the date, then click the time and choose the time from the dropdown list. This is a huge opportunity, so I'll click to change the Priority to high. Click OK and the new task will appear in the activities pane. Now, let's say I realize Alex is out of the office until Tuesday. I can push this task back to end of day Monday, then when I send the email, it will be at the top of his inbox when he returns, so I can edit this task to reflect this. I'll click the corner arrow icon to open the task, and change the due date to Monday and the priority to low. Make sure to save your changes. If a task needs to be deleted, you can do that here as well. Now, back on the opportunity record, when I've done this task, I just hover over it and mark it complete. So in addition to creating phone calls and tasks, you can create other activity types by clicking the ellipses. I'm ready to email Alex, so I'll select Email from the dropdown list. I'll enter desired text for both the subject and email content fields, verify everything is accurate, then click Send. You can see that this email, like all the other activities, now shows in the activities pane. To get a quick view of the email sent, I can click the double down arrow and see the details. Let's say Alex calls me back. I can add another phone call, enter details, and then choose Incoming for the Direction field and click OK to save. Like I mentioned earlier, activities are a great way to track, and give everyone within your organization a quick view of, interactions with contacts, accounts, leads, and opportunities. Now, you can also add any desired notes by clicking the Notes tab and entering text. I can see that on 4/24, a note was made stating that Alex was not responding, so I'm just going to add a note that he returned my call. I could attach any relevant files, but for this note I won't. I'll simply click OK to save the note, and it will appear within the Notes tab. If you've set up the Relationship Insights tool, you can click the Assistant tab to view information populated by Relationship Insights. Check out our Introduction to the Marketing App in Microsoft Dynamics 365 for more information on Relationship Insights. Now, let's click the Posts tab. The system automatically creates posts when changes are made; for example, if the lead is qualified, or an opportunity is created, posts will be auto-generated. You can see examples of this right here. You can also add posts manually, however, by entering desired post text, and clicking POST. Now that we've gone over how to create, edit, and delete activities within leads and opportunities, let's cover how to do these same things within contacts and accounts. Within a contact or account record, scroll down and click to expand the Notes & Activities section. Click the plus sign to create a new activity, and choose the desired activity type from the dropdown list. I'll click Phone Call for now. As you can see, this form is exactly the same as the form we saw for phone calls within the opportunity earlier. This will be true for all activity types you create - the form will be the same, regardless of the type of record you're adding the activity to. To open and edit a task, click the task name. Within the task, you can click to mark it complete, or delete it as well. If you make any edits, be sure to save your changes before closing. To delete a task, hover over its row and click the trash can icon, then click Delete in the popup window. You can also add notes to accounts and contacts, exactly the same way you did on the opportunity, by clicking the Notes tab below the activities sub-grid. That's it for Activity Management. Thanks for watching this video by xRM!