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Tracking Tasks in Outlook that were created from emails RRS feed

  • Question

  • Hello Everyone,

    We have run into an issue with our testing of CRM 2011 online with the Outlook client.  Many within our department use tasks to keep track of what needs to be done.  Most of these tasks relate to emails so the user will many times flag the email as a task with a future due date.  This prevents them from having to copy and paste the details from the email into a separate outlook task.  Great feature within Outlook.

    However, when we track this item in CRM it will not track it as a task activity but as an email activity.  Because it is tracked as an email it is marked complete by CRM and so the task does not show up under the Pending Activities view but under the completed activites. 

    Is there a way to continue to use the functionality that Outlook provides in creating tasks directly from emails but have CRM track the outlook task as a task and not as an email?  Thank you for any help or suggestions you can provide.


    • Edited by mzavada Tuesday, June 12, 2012 8:46 PM
    Tuesday, June 12, 2012 8:45 PM

Answers

  • Here's one idea -- maybe not perfect but it would work.

    I use QuickSteps in Outlook do handle emails.  I created one that would create a task from an email.  When you highlight the email, then click the QuickStep name it prompts you to move the email to a folder in Outlook.  It then creates a task in Outlook and copies the text from the email into the description field in the task. The task window stays open so the user could click on Set Regarding and link it to the correct entity in CRM, click Save and Close, and it would synch to CRM.

    Here's a screenshot of the QuickStep settings:

    Hope that helps,

    Lon


    Lon Orenstein, Living Business Online www.LivingBusinessOnline.com

    • Marked as answer by mzavada Tuesday, July 17, 2012 1:47 PM
    Friday, June 22, 2012 10:30 PM

All replies

  • Here's one idea -- maybe not perfect but it would work.

    I use QuickSteps in Outlook do handle emails.  I created one that would create a task from an email.  When you highlight the email, then click the QuickStep name it prompts you to move the email to a folder in Outlook.  It then creates a task in Outlook and copies the text from the email into the description field in the task. The task window stays open so the user could click on Set Regarding and link it to the correct entity in CRM, click Save and Close, and it would synch to CRM.

    Here's a screenshot of the QuickStep settings:

    Hope that helps,

    Lon


    Lon Orenstein, Living Business Online www.LivingBusinessOnline.com

    • Marked as answer by mzavada Tuesday, July 17, 2012 1:47 PM
    Friday, June 22, 2012 10:30 PM
  • Lon's suggestion looks like a great idea, which will actually create a Task in Outlook and therefore allow you to track this Task in CRM to ensure it is followed up through your processes.

    Alternatively, run a workflow on the emails when they are created and use some logic to determine which ones should create Tasks and which should not. You may want to do this by adding a field such as a category picklist or "follow up due by" date to the email which users can fill in when they track it (use show > CRM fields in Outlook to see the field and fill it in). As a tip - you will need to make this field 'business required' otherwise on received emails they hit 'Track' and it is tracked, a CRM record is created and as you say, it is already marked as completed so becomes read-only. However, if the field is mandatory but not filled in, the user can still fill it in after it is created in CRM.

    They can only fill it in once, it become read-only as normal after this. This special behaviour around uncompleted mandatory fields is unique to emails tracked in since they are always marked as complete as soon as they get there.

    As an aside, note that when you use follow-up flags in Outlook it does not actually create Tasks at all - these are still emails but with a follow-up marker applied to them, as evidenced when you double click to open them you get the original email open, not some Task record. They do show up in Task lists so this is not necessarily obvious.


    Hope this helps. Adam Vero, MCT

    Sunday, June 24, 2012 6:47 AM
  • Thank you for the suggestion.  I believe this is the easiest and allows users to quickly add the task with the information from the email. Thank you.
    Tuesday, July 17, 2012 1:47 PM