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A raference for the rest of us - Scott J.

Scott J. A raference for the rest of us - Wiley publishing , 2003. - 387 p.
ISBN: 0-7645-1698-1
Download (direct link): microsoftcrmford2003.pdf
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9. If you’re ready to send your message with its attachment, click Send. Otherwise, click Save or click Save and Close.
In the latter instances, the e-mail (with the attachment) will be saved as a Draft in the Draft E-Mail folder in the Workplace: My Workplace window.
Assigning and accepting e-mail
The ability to assign an e-mail message to a Queue can be very useful. Suppose that Simonson Consulting is having a problem with a power supply for one of its transporters. Bill Nance, at Simonson, sends you an e-mail message, telling you that he’s got a problem. (After all, you’re his sales rep.) Because you don’t have the technical expertise to reply directly to Mr. Nance, you would create an e-mail message addressed to him and assign it to the appropriate Queue (for example, Power Supplies).
From there, a technician responsible for that Queue would accept the e-mail message, would fill in the message with technical stuff, and would send it to the customer. I cover creating and managing Queues in detail in Chapter 17.
Follow these steps to assign an e-mail message to a Queue:
1. Choose NewONew ActivityO E-mail.
The E-mail: New window appears.
2. Fill in all the appropriate fields (To, Subject, and the like).
3. Click the Save icon.
The e-mail message remains open, and by saving it, you’ve provided yourself the capability to perform the next step.
Chapter 7: Using Your E-Mail 85
Figure 7-6:
The Look Up Records dialog window, where you can assign an e-mail to a User or (as in this example) a Queue.
4. Click Actions in the menu bar at the top of the E-mail: New window and select Assign.
Note that the word New has been replaced by the Subject you entered when you completed Step 2.
The Confirm Assignment dialog window appears.
5. Click the magnifying glass icon to the right of the assignment field in the Confirm Assignment dialog window.
The Look Up Records dialog window appears (as shown in Figure 7-6).
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6. Click the Type drop-down arrow and select Queue; then click Go.
A list of Queues then appears under Available Records in the lower part of the Look Up Records dialog window.
7. Double-click the appropriate Queue.
The Look Up Records dialog window closes.
8. From the Workplace: My Workplace window, click the folder representing the Queue to which you assigned the e-mail.
The main display to the right of the Queues now lists all e-mails assigned to the Queue (including the one you just assigned).
Throughout Microsoft CRM is an underlying assumption that everybody who should be working on a specified assignment knows about the responsibility, accepts it, and will perform it. On its own, this is an optimistic assumption. I
86
Part II: Managing Sales
don’t think it’s too hard to picture a service department where a particularly gnarly problem may sit in a Queue longer than one that’s been easily solved several times in the past. Microsoft CRM’s solution to this bit of life in the real world is to provide the ability to initiate workflow rules (see Chapter 22).
These workflow rules define conditions and actions (known to techies as If/Then statements). If the Subject of an e-mail message contains the word software, then the e-mail will automatically be routed to the Transporter Software Queue. If an e-mail message has been assigned to Tom and he hasn’t accepted it in two days, then a message will be sent to his supervisor. Workflow rules help alleviate the otherwise potentially vague process of assigning and accepting Activities.
You find out about workflow rules and how to create them in Chapter 22. Assuming that no rules are in place, you’ll have to manage workflow manually. Follow these steps to accept an e-mail:
1. Click the Workplace icon at the bottom of the Microsoft CRM window.
The Workplace: My Workplace window appears.
2. Click the Queue to which you assigned the e-mail.
All Activities assigned to that Queue are displayed.
3. Click the check box to the left of the e-mail message you assigned to this Queue.
4. Click Actions in the menu bar and select Accept from the menu that appears.
The Move items to In Progress dialog window appears (as shown in Figure 7-7).
Figure 7-7:
The text in this dialog window is a bit inaccurate, as the e-mail will be placed in your E-Mail folder, not the In Progress folder.
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Chapter 7: Using Your E-Mail
5. Click OK in the Move Items to In Progress dialog window, but beware!
Although the Move Items to In Progress dialog window tells you that the selected item (in this case, the e-mail message) will be moved to your In Progress folder, it will actually be moved to your E-Mail folder. In Progress does not hold e-mail messages. I hope Microsoft fixes this and displays a different message in the Move items to In Progress dialog window for e-mails, directing the User to the correct location. In fact, the dialog window for accepting an e-mail should be named Move Items to E-mail.
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