Add a phone call, task, email, or appointment activity to a case or record

The activity and notes area helps you keep track of all the interactions with your customers. Record all important conversations with the customer or the communication with your team members regarding a record in Dynamics 365 for Customer Engagement. Add a phone call, task, notes, email, or appointments right within the case, account, contact, lead, or opportunity records without navigating to a different area and opening another form.

All activities that you add from within a record appear in the Activities area. If the Regarding field of an activity is set, the activity appears in the activity wall of the regarding record. You can filter the list to show just the activities that are in progress or the ones that are overdue. Click or tap the inline Complete link to close the activity as Completed.

Add activities in Dynamics 365 for Customer Engagement

Note

Change conversation view

By default, email in the Activities area are displayed as a conversation with emails grouped according to subject and tracking ID. To change the view so that emails are not grouped:

  1. Open an entity such as an account.
  2. On the top menu bar, select Form.
  3. Select the blank field in the Social Pane.
  4. On the top menu bar, select Change Properties.
  5. In Activities Tab Properties, select the Web Client Properties tab.
  6. Select the Activity Wall tab.
  7. Uncheck Show email in conversation view and select Save.
    Show email in conversation view

Add a phone call

  1. Open the record you want to add the activity to.

  2. If you do not see the Add Phone Call area open in the middle of the page, click Activities > Add Phone Call.

  3. In the Description area, provide a summary of the conversation with the customer. You must fill in this area before you can save the phone call.

    The Call With field is automatically populated with the customer name you select in the account or contact field. You can select a different contact, account, lead, or user record if required.

  4. By default, the direction is set to Outgoing. You can change it to Incoming by clicking or tapping the Phone Support button in the list of case records. To select multiple records, click Look Up More Records, and then in the Look Up Records dialog box, select the records.

  5. Select the Left voice mail check box if you make an outgoing call to a customer and leave a voice mail for them. You can also select this check box if a customer leaves a voice mail message when they call you.

  6. Click OK to save the activity.

Note

By default, every phone call activity that you add in context of a record is marked Completed when the record is saved at least once. If you do not want every phone call activity to be marked Completed by default, you can use the OrgDBOrgSetting MakeSocialPanePhoneCallCompleted and set it to false. Learn more about OrgDBOrgSettings.

However, if you add a phone call activity to an unsaved record, or if you create a new activity and then set the Regarding field of the activity to another entity record, the activity is set to an Open state. You can click the Complete link to close the activity as Completed. The Complete link is available only after you save the case record at least once.

Add a task

  1. Open the record you want to add the activity to.

  2. In the middle of the page, click Activities > Add Task.

  3. Fill in your information. Use the handy tooltips as a guide.

  4. The Owner field is set to the current user by default. If you want to reassign the task, click the lookup icon, and then select another user or team.

  5. Click OK to save the task.

Add an email

To add an email activity to a record, you must first save the record you are adding the activity to.

  1. Open the record you want to add the activity to.

  2. In the middle of the page, click Activities > More CommandsMore Commands button in Appointment Activity > Email.

  3. Fill in your information. Use the handy tooltips as a guide.

  4. To save the record, click Save.

  5. To add an attachment to the email, under Attachments, on the right, click +.

  6. To use a template for the email body, in the email editor, click Insert Template, and then select the template.

  7. To attach an article to the email, in the email editor, click Insert Article, and then add the article.

  8. Click Save.

Add an appointment

To add an appointment activity to a record, you must first save the record you are adding the activity to.

  1. Open the record you want to add the activity to.

  2. In the middle of the page, click Activities > More CommandsMore Commands button in Appointment Activity > Appointment.

  3. Fill in your information. Use the handy tooltips as a guide.

  4. To save the record, click Save.

Add notes

You can also easily add notes in the activities area. And if you’re on the latest version of Dynamics 365 for Customer Engagement, you have the benefits of using OneNote to take or review customer notes from within your Dynamics 365 for Customer Engagement appsapp records. For more information on OneNote, see: Set up OneNote integration in Dynamics 365 for Customer Engagement.

This doesn’t replace the current Notes feature, but gives you another way to access notes stored in OneNote.

Add notes or OneNote notes in Dynamics 365 for Customer Engagement apps

  1. Open the record you want to add the activity to.

  2. In the middle of the page, click Notes or OneNote. Then do one of the following:

  • In the Notes area, start typing your notes.

  • In the OneNote area, select a notebook to make entries.

    Add Meeting Notes in OneNote

    Note

    The notebook is stored in the associated SharePoint folder for the record. If there is more than one associated folder, the notebook is created in the first folder. For more information see, Set up OneNote integration in Dynamics 365 for Customer Engagement appsapp.

Create an activity and associate it with a customer

You can also create an activity from the Activity area and then link it to a customer or support case.

  1. Go to your work area.

  2. Go to Activities.

  3. On the command bar, select and add an activity. Fill in your information. Use the handy tooltips as a guide.

  4. Use the Regarding field on the activity form to associate it with a customer or support case.

See Also

Set up OneNote integration in Dynamics 365 for Customer Engagement
Create and manage a case (Customer Service)
Create and manage a case (Customer Service)