At work we use Microsoft’s CRM 3 for project management as well as customer service. It’s the only thing keeping the PC under my desk, as it requires IE on a PC. Like all other out-of-the-pandora’s-box software products, CRM tries to be everything to everyone. Incredible bloated, slow, but super duper customizable.
When entering Tasks and alerting task completion by Email, the defaults are not set up logically, at least not for the way I work:
CRM’s default type for REGARDING is Account. The default for TO is account. The default for BCC is account.
That leads to a lot of wasted time selecting the type I want then doing a search. Doubly so in CRM since it’s web based. Every action is a new page load. And CRM for some reason is very slow at the beginning of a session. Ideally, the defaults should be:
REGARDING: case (what I’m working on), TO: contact (the client), BCC: user (my boss)
Using CRM’s robust customization tools, it is possible to achieve just that…
Click ‘Settings’ on the bottom left of the main window.
Click ‘Customization’ on the top left under Settings.
Click ‘Customize Entities’ in the main area under Customization.
Set the View to ‘Customizable Entities’. Scroll down and double-click Email. A window will pop up.
Click ‘Forms and Views’ in the top left under Details
Double-click ‘Form’ in the list. Another pop up window.
Click Form Properties on the bottom right. Another pop up window.
Select Onload, then Edit. Another pop up window – this is a Microsoft product after all.
crmForm.all.regardingobjectid.defaulttype = “112”; //case
crmForm.all.to.defaulttype = “2”; //contact
crmForm.all.bcc.defaulttype = “8”; //user
Click OK again.
Click ‘Save & Close’.
Click ‘Save & Close’ again. Did I mention this is a Microsoft product?
Now when you compose a new email in CRM, you’ll be able to select the TO (contact), REGARDING (case), and BCC (user) much faster.
You can follow the same (relatively) steps to do the same for New Activities as well.