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Handling EmailsEmails are routed to agents based on skill, availability, or keyword. When an email has been routed to you, the Incoming Email alert flashes in the Communication Tools box in the Action bar. The record also appears at the top of your Inbox on the Communications Homepage, within the Email subtab. Generally, you want to respond to all emails. However, when you receive email, such as junk mail, which does not warrant a reply, you can discard it. Discarding wraps up the email without a response and no completed Email Activity is created. You can save incomplete emails by clicking Save As Draft. These are saved to the Drafts folder. You cannot edit discarded and sent emails. Your administrator also configures the settings for the maximum number of emails you can receive. You can see that information by looking at the Offline Messages line in the Statistics window, shown as x/y. x is the number of messages currently assigned to you. y is your allowed limit. To read a new email To access your new email, you can do either of the following:
This displays a list of new email assigned to you.
To read draft, sent and discarded emails
NOTE: The Outbound Email activity is saved as a separate activity record. If the Outbound Email activity is linked to a contact, account, and so on, the activity record also appears in the contact or account's related information section. A completed Email Activity is only be created in CRM On Demand for Sent Messages. | ||
Published 05/11/2007 |