Add a phone call, task, email or appointment to a record
Record all important conversations with the customer or the communication with your team members regarding a record in Microsoft Dynamics CRM. Add a phone call, task, email, or appointment activity record right within the case, account, contact, lead, or opportunity records without navigating to a different area and opening another form.
All activities that you add from within a record appear in the Activities area. If the Regarding field of an activity is set, the activity appears in the activity wall of the regarding record. You can filter the list to show just the activities that are in progress or the ones that are overdue. Click or tap the inline Complete link to close the activity as Completed.
Add a phone call
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Open the record you want to add the activity to.
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If you do not see the Add Phone Call area open in the middle of the page, click or tap Activities > Add Phone Call.
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In the inline area, provide a summary of the conversation with the customer. This is mandatory to be able to save the phone call.
The Call With field is automatically populated with the customer name you've selected in the account or contact field. You can select a different contact, account, lead or user record if required. If the direction of the call is set to Outgoing, you can select more than one record. To select multiple records, click or tap Look Up More Records, and then in the Look Up Records dialog box, select the records.
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By default, the direction is set to Outgoing unless you use the Phone Support button in the list of case records to specify the case details. You can change it to Incoming if required.
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Select the Left voice mail check box if you've made an outgoing call to a customer and have left a voice mail for them. You can also select this if the customer left a voice mail when they called you.
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Click or tap OK to save the activity.
Note
By default, every phone call activity that you add in context of a record is marked Completed if the record is saved at least once. However, if you add a phone call activity to an unsaved record, or if you create a new activity outside of the new process flow (from the list of activity records), and then set the regarding field of the activity to another entity record, the activity is set to an Open state. You can click or tap the inline Complete link to close the activity as Completed. The Complete link is available only after you save the case record at least once.
Add a task
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In the record you want to add an activity to, in the middle of the page, click or tap Activities > Add Task.
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Type or modify information in the text boxes. Tooltips provide hints about what to enter.
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The Owner field is set to the current user by default. If you want to reassign the task, click or tap the lookup icon, and then select another user or team.
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Click or tap OK to save the task.
Add an email
Important
To be able to add an email activity to a record, you must first save the record you are adding the activity to.
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In the middle of the page, click or tap Activities > More Commands > Email.
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Type or modify information in the text boxes. Tooltips provide hints about what to enter.
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To save the record, click or tap Save.
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To add an attachment to the email, under Attachments, click or tap +.
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To use a template for the email body, in the email editor, click or tap Insert Template, and select the template.
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To attach an article to the email, in the email editor, click or tap Insert Article, and add the article.
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Click or tap Save.
Add an appointment
Important
To be able to add an appointment activity to a record, you must first save the record you are adding the activity to.
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In the middle of the page, click or tap Activities > More Commands > Appointment.
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Type or modify information in the text boxes. Tooltips provide hints about what to enter.
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To save the record, click or tap Save.
See Also
Track customer and case details
Keep track of notes, tasks, calls, or email with activities
Find a solution from other similar cases
Introduction to the guided case resolution process
