Managing Emails in Microsoft CRM
One of the most important reasons why Microsoft CRM has established itself as one of the most popular CRM solutions is it’s tight integration with Microsoft Outlook email system, that a lot of companies and people rely upon every day to manage their email communications.
You can create, preview, track, and save e-mail messages and relate them to the specific accounts, contacts, cases, and other records. These e-mail messages are tracked as activity records, and can be sent to customers and other internal users, or saved as drafts for future editing. This helps you create a complete history of your interaction with your customers.
Working with E-mail Messages Microsoft Dynamics CRM
If your System Administrator has set up Microsoft Dynamics CRM to manage your e-mail, you can receive, read, reply, forward, and attach files and notes to e-mail messages.
- You cannot resend sent e-mail messages.
- You cannot use quick campaigns or marketing lists to send e-mail to customers who have opted out of receiving marketing messages.
- E-mail messages may be addressed to customers for whom you do not have a valid e-mail address or who have an e-mail address that is associated with more than one record, but doing so may cause an alert to appear.
- Your System Administrator can make settings to manage how Microsoft Dynamics CRM manages e-mail messages without a valid Microsoft Dynamics CRM customer record.
- You can attach notes and documents to an e-mail message after you save it.
Working with E-mail Activities in Outlook
If you prefer to work with your e-mail activities in Outlook, you can create and manage e-mail messages using Microsoft Dynamics CRM for Outlook. By using the Microsoft Dynamics CRM Address Book in Outlook, you have access to the e-mail addresses of your customers and other users in your organization.
You can save all or some of your Outlook e-mail messages as Microsoft Dynamics CRM records. Microsoft Dynamics CRM for Outlook can check incoming e-mail for messages to save and track. This option can be set in the Personal Options dialog box.
Personal and Organisation-wide E-mail Templates
Microsoft Dynamics CRM provides e-mail templates for the organization. Organization templates are available for general use, but only users who have the appropriate administrator privileges can delete or edit them. Microsoft Dynamics CRM also gives users personal e-mail templates. Even when a personal template is available for general use, only the person who has ownership rights to a personal template can delete or edit it.
Sending and Receiving E-mail in Microsoft Dynamics CRM for Outlook
When you are working in Microsoft Dynamics CRM for Microsoft Office Outlook, you can use all the familiar Outlook buttons and toolbars with the Microsoft Dynamics CRM toolbar, menu, or tab to manage e-mail messages and most other activities.
At any time, you can track an Outlook e-mail message in Microsoft Dynamics CRM. Tracked messages still appear in the Outlook mail folders. By default, tracked messages display a Microsoft Dynamics CRM symbol. A copy of the e-mail message is saved as an activity and is available in the Microsoft Dynamics CRM Activities area. You can link the activity to a record in Microsoft Dynamics CRM. You can also set your personal options so that all incoming e-mail is tracked in Microsoft Dynamics CRM.
Managing Incoming E-mail
When you use Microsoft Dynamics CRM for Outlook, all the e-mail you receive arrives in your Outlook Inbox. Only e-mail messages that originated as a Microsoft Dynamics CRM e-mail activity (that is, a response to e-mail message you send from Microsoft Dynamics CRM) or that is marked as tracked in Microsoft Dynamics CRM, arrives in the Microsoft Dynamics CRM Activities and My Work: Queues area. If you prefer, you can:
- Track all incoming e-mail messages as Microsoft Dynamics CRM e-mail activities.
- Track only e-mail messages that originated in Microsoft Dynamics CRM (that is, e-mail sent in response to a Microsoft Dynamics CRM e-mail activity) into Microsoft Dynamics CRM e-mail activities.
- Track only e-mail messages related to your accounts, contacts, or leads.
- Track e-mail messages related to all Microsoft Dynamics CRM and custom record types that contain an e-mail field.
Sending and Replying to E-Mail Messages
You can link Microsoft Dynamics CRM e-mail activities to active contacts, accounts, leads, facilities, equipment, queues, or users in Microsoft Dynamics CRM. You can select active Microsoft Dynamics CRM records with e-mail addresses from the Microsoft Dynamics CRM address book, which is installed automatically when you install Microsoft Dynamics CRM for Outlook. E-mail activities can also be tracked in Microsoft Dynamics CRM without being related to another record.
When you send, reply, or forward an e-mail message that is tracked as an e-mail activity, a closed activity is created for each account and contact referenced and displayed in the Activities area. Closed e-mail activities cannot be updated except to link them to a related Microsoft Dynamics CRM record. If a related record has not already been selected, you have the option of select one.
Working with Microsoft Dynamics CRM for Outlook Offline and Synchronizing with Microsoft Dynamics CRM
If you install Microsoft Dynamics CRM for Outlook, you have the option of working offline from the Microsoft Dynamics CRM server. You can create Microsoft Dynamics CRM e-mail messages that are sent when you go back online with the Microsoft Dynamics CRM server. If you send Outlook e-mail messages, those are sent immediately if you have network access for sending e-mail.
When working with Microsoft Dynamics CRM for Outlook offline, a sent e-mail message can fail to be delivered or can be blocked. This can happen because the recipient does not want to receive the e-mail message or the mail server is down. If this happens, Outlook saves the e-mail message to your Drafts folder, but Microsoft Dynamics CRM creates a closed activity. In Microsoft Dynamics CRM, use the Pending E-mail view to see unsent messages.
When you are working offline, Microsoft Dynamics CRM e-mail messages that you send are saved to your Outlook offline queue. When you go online, Microsoft Dynamics CRM automatically tries to send them and create the activities. If an e-mail message cannot be sent, Microsoft Dynamics CRM saves it as a draft activity, but it does not appear in your Drafts folder in Outlook.
Using the Microsoft Dynamics CRM Address Book
Use the Microsoft Dynamics CRM address book to select Microsoft Dynamics CRM records in Outlook. The address book includes accounts, contacts, facilities and equipment, leads, queues, and users. Access and use the Microsoft Dynamics CRM address book using the same menu as your other Outlook address books.
The address book is used to reconcile e-mail recipients in incoming messages to Microsoft Dynamics CRM contacts and link them automatically. How the contacts are matched is set in your personal options.
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