Special Edition Using® Microsoft® CRM

Use Case Corner—Expediting Activity Record Creation

As we mentioned earlier, Activities, not Notes, are what we will use to track our ongoing conversations with our prospects and customers. Let's take a look at how we can properly use these in our daily interactions.

In our first example, let's assume the role of a Customer Service representative who has just taken a call from a customer with an open Service Case. In this example, the company providing the service does business at the B2B level, so an Account record parents the Case record.

Upon finding the proper Case record, the user takes the call and documents the details in a Phone Activity, shown in Figure 4.16.

Figure 4.16. A Phone Activity related to a Service Case.

We will set the Activity's ...