crm for outlook feature question? RRS feed

  • Question

  • Hello - In CRM for Outlook is there a way to auto-flag emails in a case manager's inbox that the case manager has not responded to within 1 business day?  If something like this is possible then how hard is something like this to implement?
    Monday, July 22, 2013 5:45 AM

All replies

  • Hi, if you're wanting to use CRM to track the status of a case then you may want to consider using a queue in CRM to capture each email. This way you can track the emails to the case manager(s) allowing them go in and update the queue items in CRM.

    To configure this would be quite easy, simply set each users personal options to track emails into CRM automatically when received, and then either turn on Queue Items automatically at the Email entity level, or configure a workflow to create queue items only when sent to specific users or queues.

    You would then be able to run workflows against the queue items if they have been open for 1 day.

    Hope that helps


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    Monday, July 22, 2013 6:36 AM