From the course: Microsoft Dynamics CRM: Customer Service
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Activities and queues: The basics - Dynamics CRM Tutorial
From the course: Microsoft Dynamics CRM: Customer Service
Activities and queues: The basics
- [Instructor] Let's talk about two other types of entities within Microsoft Dynamics CRM, Activities and Queues. Activities are all of our communications with customers and with others in the business about a particular case. For example, you might have a phone call from a customer, or an e-mail message. You could setup an appointment, send a letter. You could send a fax. You could for example schedule a service activity at the customer site, or a task that you want to track even though it's not related to a particular customer. All of these are activities, and for each activity, the kind of information that we will track is the activity type, was it a phone call or an e-mail? The contact, who were you meeting with or who did you call, or who called you? When did that happen? How long did you spend? And, what's the description of what happened during that activity? Let's go see how this looks in Dynamics CRM. Here's a list of activities and I'm going to open this particular phone…
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