Save Selected Emails to Customer Service Cases & Opportunities
We can currently save Emails to Client or Contact records. We can also, through the Maximizer CRM Email window, start a new Customer Service Case or Opportunity.
It would be great to to be able to also save an email directly to a CS Case or an Opp. That way, users could directly save Emails to the relevant CS Case or Opportunity.
With Winter 12, emails can now be saved to case or opportunity from Outlook using the integration piece.
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Jin Yu commented
We have started thinking about showing the related Address Book entry notes or documents in opportunities or cases and vice versa.
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Sunny commented
Emails can be attached to an opportunity but can these emails be viewed along with other emails for the contacts to which the opportunity is attached? Just like we can see emails for all the contacts in a household by selecting 'all' option, there should be an option to view all the emails for all the 'opportunity' for a contact. Is this functionality already there - if yes, please enlighten me? If not, it is something I would ask for. In the absence of that we need to toggle between various opportunities for a to find a email. Also, when talking to customer, we are not sure what all emails have gone to them. If they are attached to an opportunity but not the contact, one could be interacting with customers based on incomplete information!
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Andrei Zhirnov commented
I sometimes (in most cases) having a problem to use option 'Save email to Maximizer case' from outlook. As I understand, after you confirmed sender address, which syncs with Maximizer contact address book, it could present you with a massive list of cases that were send and stored to the sender address. Even after you've used 'Search cases' option, and identified the required case you want to attached item, it'll return back to the same list. The list doesn't have a specific order to search for. No ascend or descend order. Time-consuming really...
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John Marrett commented
Great ideas Ian, I agree totally!
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Ian Wallace - CABC commented
One further thought on the send email.... if you allow users different default email templates when emails are sent from addressbook, opportunity record and case records. Then fix the email templates not including the subject (suggested elsewhere) and allow the subject to have merge fields.... Job done!
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Ian Wallace - CABC commented
When the save email to case feature is updated/added it would be good if the save could scan the email subject for a valid case number eg HQ-00321 and offer save to that case. Quick to implemet and very helpful.
Of course I would also like the Write Email feature from cases to have a preference for automatically starting the subject line "Re: {case number}" eg. "Re: HQ-00321" or even as "Re: {Case Number} {Case Subject}"
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Colin Proudman commented
Connie - perfect thanks
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Colin Proudman commented
Connie, can you give a definitive statement that this is Planned for cases? It became Planned when opportuntities had not been done, but now opportunities have been done but cases have not been done there is room for confusion. Or do you want me to create a new suggestion that only mentions cases?
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Colin Proudman commented
In the new dialog if the sender's email is in Maximizer then list all cases or opportunities with the sender's parent company/individual, allowing filter for current/in progress etc, so that the email can be saved without requiring to make the case/opportunity current in Maximizer.
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John Marrett commented
Thanks all. I took a closer look at the email from a client about this. What they wanted to do was save *multiple* emails all at once to a particular CS Case after the fact.
With CRM 12, if we are in the Address Book window, we can save multiple emails to an Address Book Entry by choosing "Save All". However, if we switch to the CS window and do the same, Maximizer CRM responds the same way, asking if we want to save the emails to the Address Book Entry when we choose "Save All"...
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Paul Z commented
You can already save e-mails to CS Cases and Opportunities. If your current record is a CS Case or Opp then when you open / switch to the e-mail window in Maximizer and right click the e-mail, you have the option to 'save to [name of CS Case or Opportunity]'.
However, it would be nice to be able to do this from MaxMobile. Currently, you can create CS Cases and Opportunities from e-mail on the Blackberry. This is fabulous, because you can manage everything on the fly. However, it does not add the subject and body information to the Subject/Objective and Description fields respectively (this would help save time entering data via the mobile keyboard).
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Nina commented
It would be great to be able save incoming call to Customer Service Cases & Opportunities too!
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Jenny Carey commented
I take it you mean from the Outlook toolbar, as you can already save emails to a Customer Service Case or Opportunity from the Maximizer Email Window..?
If so, there's already a suggestion for this...
http://suggestions.maximizer.com/forums/123601-feature-suggestions-for-maximizer-crm/suggestions/2440375-attaching-an-email-to-an-opportunity-from-outlookLet me know if this is something different and I'll happily vote for this?
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Jenny Carey commented
And the same for Customer Service Cases would be good?