Connect with customers by using a record or the Up next widget

As a seller using Dynamics 365 Sales, you can connect with your customers daily by using multiple channels, such as phone and email, without losing context or needing to switch among multiple applications. When an activity for contacting customers through a phone call or email appears in a sequence, the corresponding phone or email icons are displayed in your work list record and the Up next widget. After you make the phone call or send the email, you mark the activity as complete in the Up next widget and continue with the next activity defined in the sequence.

If an activity isn't required to be completed by the due date or you're unable to connect with a customer, you can skip or snooze the activity.

License and role requirements

   
License Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise
More information: Dynamics 365 Sales pricing
Security Role Salesperson and above
See Predefined security roles for Sales

Call a customer

You can make a phone call to your customer from a record in the My work list or an activity in the Up next widget. The business phone number of the contact is used to initiate the call. If the business phone number isn't available, the mobile phone number will be used to initiate the call. If both business and mobile phone number are not available, the softphone dialer is displayed for you to dial a phone number manually. If the contact has set their preference not to be contacted by phone, a warning message is displayed. After you've successfully made the phone call, you must mark the Phone Call activity as complete.

When you make a phone call, a Phone Call activity is created and linked to the lead or opportunity. The Phone Call activity captures the following information:

Note

Administrator must configure the option to automatically create the phone call activity. To learn more, see step 9 from Set up the sales accelerator.

  • Subject: Name of the activity in the Up next widget.
  • Call From: Name of the contact who made the call.
  • Call To: Name of the contact to whom the call is made.
  • Phone Number: Phone number of the contact to whom the call is made.
  • Direction: Direction of the call. This value will always be Outgoing, because the call is made and not received.

Phone call activity

To make a phone call

Do one of the following actions:

  • Select the phone icon in the My work list record.

    Make a phone call from the My work list

  • Select Call in the activity in the Up next widget.

    Make a phone call from the Up next widget

Send an email to a customer

You can send an email to your customer from a record in the My work list or an activity in the Up next widget. If the email address of a contact isn't available, a warning message is displayed. When you send an email, an Email activity is created and linked to the lead or opportunity.

While composing an email, if you try to navigate to another record or send an email from another lead or opportunity, a warning message is displayed to save the email first.

To send an email

Do one of the following actions:

  • Select the email icon in the My work list record.

    Send email from the My work list

  • Select Email in the activity in the Up next widget.

    Send email from the Up next widget

Work with appointments

When an appointment is created for a record through Dynamics 365, or created through Outlook and tracked in Dynamics 365, the appointment is associated with the record and displayed in the work list. If the appointment is associated with a Teams meeting, the Teams meeting icon appears in the associated record in the work list and Up next widget. Sellers can join the meeting by selecting the icon. If the appointment isn't associated with a Teams meeting, sellers can open the appointment and view the details, such as participants, scheduled time, and description.

Note

Verify that Microsoft Teams is configured for your organization. More information: Microsoft Teams integration with customer engagement apps in Dynamics 365

More information: Use Outlook category to track appointments and emails and Track Outlook appointments in Dynamics 365 for Outlook

To join a Teams meeting

Do one of the following actions:

  • Select the Teams icon in the work list record.

    Join a Teams meeting through a work list record

  • Select Join in the activity in the Up next widget.

    Join a Teams meeting through the Up next widget

To open an appointment

Do one of the following actions:

  • Select the Event icon in the work list record.

    Create an appointment through a work list record

  • Select Open in the activity in the Up next widget.

    Create an appointment through the Up next widget

Skip or snooze an activity

You can skip an activity if it's not required to be completed by the due date. When you skip an activity, it's removed from the sequence and the next activity is displayed for taking action. The skipped activity is moved to the completed list. If you skip a manual task, it's marked as canceled.

If you're unable to connect with a customer by the due date—but still need to follow up later—you can snooze the activity, and select a new date and time to connect with the customer. You can't snooze a manual task.

To skip an activity

  1. In the Up next widget, go to the activity you want to skip.

  2. Select More actions > Skip item.

    Skip an activity

The activity is skipped, and the next activity in the sequence is displayed.

To snooze an activity

  1. In the Up next widget, go to the activity you want to snooze.

  2. Select More actions > Snooze.

    Snooze an activity

  3. Select the new date and time by which the activity should be completed.

    Select snooze date and time

Can't find the options in your app?

There are two possibilities:

  • You don't have the necessary license or role to perform the steps.

  • Your organization might be using a custom app and hence the site map and UI will be different. Check with your administrator for the exact steps. The steps described in this documentation are specific to the out-of-the-box Sales Hub or Sales Professional app.

See also

Integrate a sample softphone dialer with Dynamics 365 Sales
Prioritize your sales pipeline by using the work list