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Linking E-mail Correspondence to a Customer

You have just received an e-mail from a customer regarding a new project you are working on. This forms a vital part of the customer interaction history.

To link this correspondence to the customer using Document Drop (IE only):

Find the customer.
Click on the hyperlink of the person.
Select the Communications tab. A list of communications with this person is displayed. You will also notice the Document Drop icon on the right-hand side of the page.
You can drop the e-mail onto the icon by: tiling the windows on your desktop and, using the mouse, dragging the e-mail onto the Document Drop icon. The Enter New Task page is displayed.
The Action type is automatically set to E-mail In. Enter the rest of the details and select the Save button.

The new communication is displayed in the Communications list of the company. If you click on the E-mail icon of the communication, the Communication Details page is displayed. Select the View Attachment button to review the e-mail.

Remember, other options for linking e-mail correspondence to customer records in CRM include:

Outlook Integration. If you have Classic Outlook Integration installed on your system, you can use the File E-mail button from Outlook to file an inbound e-mail communication with the customer record in CRM. Please refer to Classic Outlook Integration for more information.
E-mail Management. If E-mail Management is set up on your system, inbound e-mails can automatically get filed against the matching person or company record. Please refer to Filing Inbound and Outbound E-mails for more information.

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