Managing E-mail Activities

You can create, preview, track, and save e-mail messages and relate them to the specific accounts, contacts, cases, and other records. These e-mail messages are tracked as activity records, and can be sent to customers and other internal users, or saved as drafts for future editing. This helps you create a complete history of your interaction with your customers.

More information:

• Managing Communication Activities
• Understanding Quick Campaigns
• Creating and Using Workflows
• Send Direct E-mail to Customers
• Creating Queues for Incoming Cases

Working with E-mail Messages Microsoft Dynamics CRM

If your System Administrator has set up Microsoft Dynamics CRM to manage your e-mail, you can receive, read, reply, forward, and attach files and notes to e-mail messages.

• You cannot resend sent e-mail messages.
• You cannot use quick campaigns or marketing lists to send e-mail to customers who have opted out of receiving marketing messages.
• E-mail messages may be addressed to customers for whom you do not have a valid e-mail address or who have an e-mail address that is associated with more than one record, but doing so may cause an alert to appear.
• Your System Administrator can make settings to manage how Microsoft Dynamics CRM manages e-mail messages without a valid Microsoft Dynamics CRM customer record.
• You can attach notes and documents to an e-mail message after you save it.

Working with E-mail Activities in Outlook

If you prefer to work with your e-mail activities in Outlook, you can create and manage e-mail messages using Microsoft Dynamics CRM for Outlook. By using the Microsoft Dynamics CRM Address Book in Outlook, you have access to the e-mail addresses of your customers and other users in your organization.

More information: Sending and Receiving E-mail in Microsoft Dynamics CRM for Outlook

You can save all or some of your Outlook e-mail messages as Microsoft Dynamics CRM records. Microsoft Dynamics CRM for Outlook can check incoming e-mail for messages to save and track. This option can be set in the Personal Options dialog box. More information: Set Personal Options

Personal and Organization-wide E-mail Templates

Microsoft Dynamics CRM provides e-mail templates The frameworks for e-mail messages, contracts, or articles. Templates are used to ensure consistent layouts and content in similar types of documents. for the organization. Organization templates are available for general use, but only users who have the appropriate administrator privileges can delete or edit them. Microsoft Dynamics CRM also gives users personal e-mail templates. Even when a personal template is available for general use, only the person who has ownership rights to a personal template can delete or edit it.

More information: Work with E-mail Templates, Work with Mail Merge Templates