workflow for case pm email to dos? RRS feed

  • Question

  • Hello - When emails are associated for a case the case PM needs to be aware of those emails so he can go into CRM and respond to those emails. What is an effective workflow for handling this scenario?  

    For example, when the system receives an email, I'm currently associating the email with the associated case. However, when the Case PM goes into CRM, how do you let the Case PM know that there are emails pending response?

    The Dashboard activities panel, at least the default one, displays all activities associated with the user, but this view does not seem to indicate to the case PM /current user which emails are new and need to be responded to.

    So how do you let the case PM know which emails are new and which emails need to be responded to in an elegant way?  I'm assuming this should be done through a dashboard Activities view?

    Tuesday, July 16, 2013 5:56 PM


  • Hello,

    MS designed an entity named "Queue" for this purpose. All of the current works, activities, emails and new items should go to the person's queue. You could add almost everything to the queue, and once the PM comes to work he/she should check his/her queue.

    My Weblog | My Website

    Wednesday, July 17, 2013 4:21 AM