Activity Types

There are eleven different activity types in Microsoft Dynamics 365 that are defined below. Each activity type has its own form and set of fields. These forms and fields are customizable.

Phone Calls

Use this type of activity to record information and the details of an inbound or outbound call.


View Phone Calls in CRM 2011

Emails

Use this record to track email messages that are sent or received. Email messages can be tracked from Outlook or created and sent directly from Dynamics 365. There are different Outlook settings for how emails are tracked. To learn more about this, see the personal and email settings section of the Outlook chapter.


View Emails in CRM 2011

Tasks

You can use tasks to keep track of action items or other “To Do” items. Tasks can be tracked from Outlook. An example of a task could be to gather information about a potential company you’re doing business with.


View Tasks in CRM 2011

Appointments

Use appointments to track in-person meetings or conference calls. They can be tracked from Outlook or scheduled directly in CRM.


View Appointments in CRM 2011

Recurring Appointments

These are meetings or conference calls that are repeated on a regular, pre-determined basis. To set the recurrence options of the meeting select ‘Recurrence’ from the command bar.


CRM 2013 Set Recurrance
View Recurring Appointments in CRM 2011

Letters

Use letters to track direct mail. This can be an individual letter that a user sends to a customer or letters that are mass deployed via marketing campaign to track direct mailers such as invites or post cards.


View Letters in CRM 2011

Faxes

Use the Fax activity type to track any faxes that are sent or received.


View Faxes in CRM 2011

Campaign Responses

Campaign responses are activities that track interest from marketing campaigns. For example, everyone that stopped by your tradeshow booth should be added as a campaign response. For those that require more attention, from the campaign response you can create a lead. Campaign responses can be promoted to a lead, opportunity, quote or orders.



View Campaign Responses in CRM 2011

Campaign Activities

Campaign activities are specific to campaigns and are created when activities are deployed via a campaign. Whoever is creating the campaign should be the owner of this activity, which is typically a marketing user.


View Campaign Activities in CRM 2011

Service Activity

Service activities are used to schedule an appointment that provides a service. This can be scheduled manually, or you can you can use the service scheduler, which will automate the scheduling process and rules that are set up. With the rules, you can include a specific location or site, equipment and resource groups. This can be useful in the healthcare/medical industry and the food and beverage industry (restaurants).

CRM 2013 New Service Activity

Custom Activities

In addition to the activity types listed above, you can also create additional custom activity types. This great feature allows you to customize activities to be specific to your processes, business, and industry. Something to note is that you cannot make the custom activities sync to Outlook or appear on the calendar out of the box. Also, custom activities also cannot be mass distributed via a campaign.

CRM 2013 Other Activities
View Custom Activities in 2011

PowerShare

PowerShare, an add-on for Microsoft Dynamics 365, is a great resource that allows you to attach bundled documents to your email. Using PowerShare will enable you to see who opened your document bundles, as well as see when and how often they opened them. Visit our PowerShare page to learn more.