See full e-mail conversation

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• vendredi 20 avril 2012 20:19

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  Hi,

  The short answer is you can't unless you use the Outlook client but I think you mean you'd like to open a record and see its closed activity associated view in conversation form?

  A suggestion has been made on the connect site (https://connect.microsoft.com/dynamicssuggestions/feedback/details/525621/e-mail-history-should-have-a-conversation-view) 2 years ago but not many people have voted for it. It would be a good feature though.

  Rob

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  Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

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• lundi 23 avril 2012 16:31

   

   
  

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  Thank you for the response! The link you provided doesn't work for me unfortunately.

  We are using Dynamics CRM as a ticketing system. But we don't want to generate a case for all e-mails, since there are a lot of them and many don't need a lot of investigation.

  But if there is a conversation with a client, it would be necessary to see the whole e-mail conversation fast. Just like in other ticketing systems I saw, or in gmail, facebook etc. How Dynamics CRM be a great tool as e-mail/ticketing system if it can not provide such a simple and basic feature?!

  Also there is a tracking number in the e-mails subject, so theoretically connecting emails is possible. When generating a Case from an email this tracking happens automatically, the emails are collected and connected to the Case. I would like to achieve the same. The emails with the same tracking number should be connected to each other and displayed as related entities on the email's page.

  Wouldn't it be possible with a workflow or a custom solution to do this? If an e-mail comes in we add it to the other e-mails with the same tracking number.

  Thanks for your thoughts about this!

  Tamas

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• lundi 23 avril 2012 20:11

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  Hi Tamas,

  You will need to sign up to Microsoft connect using a live id in order to view and add suggestions for product enhancements.

  I don't disagree that crm should have this feature, there are 3rd party add-ons that may do what you are looking for such as the 'activity tools' by mscrm-addons:http://www.mscrm-addons.com/Products/AddonsforMSCRM2011/ActivityToolsforMSCRM2011/tabid/167/Default.aspx

  Rob

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  Microsoft Certified Technology Specialist (CRM) GAP Consulting Ltd Microsoft Community Contributor Award 2011

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• jeudi 3 mai 2012 14:40

   

   
  

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  Thank you for the suggestions. Unfortunately activity tools add-on doesn't work for CRM Online. 

  I voted for the E-mail conversation feature.

  I am still looking forward for any other ideas, work arounds, add-ons which may help!

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