Microsoft Dynamics® CRM Training
An error occurred while loading the video. Please try again.
The word “Activity” is a generic term that Microsoft Dynamics CRM Online 2011 uses to describe business interactions, such as Phone Calls, Tasks, and E-mail messages.
Capturing all of the interactions with your customers and prospects as Activities allows you to provide a higher level of customer service, improve sales efficiency, make better business decisions, and market more effectively.
In this exercise, we will create a task regarding a sample Contact in our system, mark it as completed, and then create a follow-up Activity.
We begin in the ribbon, click the File tab, and then select New Activity. In the menu that opens, click Task to launch the Task form with the temporary name New.
Start the form by filling in the Subject field. The video uses “Send information to customer”. Notice that, by default, the Subject and Owner fields are the only data fields in which you must enter values before you can create a task, as noted by the red asterisk.
Next, we’ll fill in the Description field.
The Regarding field indicates which record this task is designated to. We can type in name ourselves, or we can click on the lookup button (which looks like a magnifying glass).
We will then designate the completion date of this task by filling in the Due field. Once a due date is selected on the calendar, a list of times is activated on the form so that you can select the specific time of day by which you want the task to be completed.
We then click the Save button to create the task. The Task form refreshes, showing the name of the new task at the top.
Now that we have created the Task, let’s mark the Task as completed. There are two different ways to mark the Task as completed. One way is to click the Mark Complete button in the ribbon, but we’ll take another route. In the ribbon, click the Close Task button.
In the Close Task dialog that opens, click the arrow in the Status list to show the possible values. With this technique, you can mark the task as Completed or Canceled. You would cancel the task if you did not complete the task but want to remove it from your list of open tasks. After you select the value you want, click the OK button to close the task.
Now let’s say that the sample Contact called us back to discuss the information we sent him. We would then want to indicate that in our records. So let’s create a phone call activity from the Contact record.
First, open the Contact record by clicking the name of the Contact in the Regarding field of the Task form, or open the Contact record using any other method.
When you create a Phone Call record from within a Contact record, CRM Online automatically populates the mapped fields, such as the Recipient, the Phone Number, and the phone call’s Regarding value.
Here I’ve opened up the sample record “John Shirley (sample)”. On the ribbon, click the Add tab, and then click the Phone Call button. A Phone Call record opens and is automatically populated with the data from the Contact record.
In order to indicate that the customer called us, we select Incoming in the Direction field near the top of the form. CRM Online automatically switches the values in the Sender and Recipient fields. This Direction field indicates whether you placed the call or the Contact called you.
We’ll fill in the Subject field (“Follow Up Phone call”) and then click the Save button.
Now on the ribbon, click the Close Phone Call button. When the Close Phone Call dialog opens, we’ll indicate that this call was “Received” and click OK. The dialog closes and the Phone Call record refreshes as a completed Activity, making the fields no longer editable.
And that’s how you work with Activities in CRM Online. Now when you or someone else in your organization opens the Contact record, they can see a history of Activities regarding this Contact in the Notes & Activities section.
Thank you very much for your time.