asked on

Outlook 'Track in CRM' button sends to My Work 'In Progress' but want it to go to Case

Hi Guys,

I'm using the CRM plug in for Outlook 2007 and i keep all my current work in the Service - Cases but when i click on an email that i want to put in here and then click on the 'Track in CRM' button this then puts the email in My Work - In Progress folder of which i then have to open and then convert to a case, is there anyway i can just click on Track in CRM and get it to go straight to the Cases folder ?

Hope this makes sense

Cheers

ASKER CERTIFIED SOLUTION

crm_info

membership

This solution is only available to members.

To access this solution, you must be a member of Experts Exchange.

Start Free Trial

Netexperts

ASKER

Do you know if there's a 3rd party Plug in that would allow us to do this along with other things like sync Outllok calendar with the one in CRM ?

Thanks

Feridun Kadir

With regard to E-mails and cases - you could write a workflow that creates a case when new e-mails are created in CRM. You would need to be careful that only the e-mails that you wanted had cases created so the workflow would need to test something for this.

With regard to the outlook calendar, you can synchronize your Outlook appointments with CRM and vice versa again using the Track feature or am I missing something from your question

John Stevens

Suggestion set up a queue using a mail address for your support cases - then you could either do a workflow to convert it to a case or use something like c360 email 2 case ( we are using the latter here but are thinking of moving to the former).

Netexperts

ASKER

Thanks