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convert phone to case? RRS feed

  • Question

  • Hello - I've been assigned a bug for my company's CRM 2011 implementation. The context of the bug is "converting a phone to a case."

    I'm new to CRM but my understanding is that CRM 2011 provides the ability to "convert an activity to a case." 

    Converting a phone to a case is 1 example of this.  Converting an email to a case is another example of this.  Are there any other examples of "converting an activity to a case" in CRM 2011?

    My primary task at hand is to convert a phone to a case. I'm not clear on what this means or how to achieve this. Can you please provide some guidance on this?

    Tuesday, January 15, 2013 1:07 AM

Answers

  • I am not sure i understand your question, but just to note... CRM has native functionality to allow converting activities to Case. On the individual activity form like phone call or appointment you would find a ribbon button that allows to you to create a case based on the information included in the activity.

    HTH

    Sam


    Dynamics CRM MVP | Inogic | http://inogic.blogspot.com| news at inogic dot com

    If this post answers your question, please click "Mark As Answer" on the post and "Mark as Helpful"

    Tuesday, January 15, 2013 3:20 AM

All replies

  • Hi,

    What you can do is write workflows. These workflows will fire everytime a phone activity or an email activity is created.

    Let's say an email activity is created. There will be a workflow which will fire behind the scenes (on email record creation inside CRM). This workflow will read the values from Email and create a Case record in CRM. For example you can use the email subject, email body from email activity to create the case. In workflow you can assign case to the team based on who has sent the email. The team of the person in "From" will decide which team to assign the case to. You can also check the "From", "To" and "CC" in email. If the people there are not present as contacts in the CRM, your workflow can create contacts.

    You can do the same above for phone activity.

    I hope this helps. If my response answered your question, please mark the response as an answer and also vote as helpful.


    Ashish Mahajan, Microsoft Dynamics CRM Solutions Architect, CSG (Melbourne)
    My Personal Website: http://www.ashishmahajan.com
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    Tuesday, January 15, 2013 1:19 AM
  • I am not sure i understand your question, but just to note... CRM has native functionality to allow converting activities to Case. On the individual activity form like phone call or appointment you would find a ribbon button that allows to you to create a case based on the information included in the activity.

    HTH

    Sam


    Dynamics CRM MVP | Inogic | http://inogic.blogspot.com| news at inogic dot com

    If this post answers your question, please click "Mark As Answer" on the post and "Mark as Helpful"

    Tuesday, January 15, 2013 3:20 AM