Trouble finding Opportunity/Case when saving email from Outlook Toolbar
This comes up from different customers for different reasons, but it is essentially the same issue. The user can't easily find the correct record to save the email against.
If the user has "Confirm when saving email" turned on (which I would always recommend doing anyway), the initial list returned may not show enough unique information to identifiy the correct record to save the email against.
This becomes more a problem as the length of the initial list returned grows as the sort order is not obvious.
To help find the correct record you can use the manual search feature, but if the opportunity/case is already in the initial results list it will not be added or checked.
This could be fixed with two changes
- The columns setup feature in the search window could also be used in the initial search results screen, with it's column sorting options.
- The manual search could check opportunities, cases that are already in the initial search results screen
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Simon Pickard commented
We have 2 clients who between them add more than 100,000 cases a year. you can imagine how much they want this.
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Caroline Robertson commented
We use Opportunities and Cases avidly so our clients can have many of each entity against them. When dealing with cases in particular, it is easier to be able to search/view the Case Number to identify the specific Case you want to save the email against. It is nigh on impossible to find the case if it is already in the list returned.
Either of the options above would work as a solution.