To reactivate canceled service activities, on the Actions menu, click Reactivate. The service activity will be reopened and the status will be updated to Requested. If the time is no longer available, you may get a message. To reschedule the service activity for an available time, click Schedule.
Reschedule a service activity
Can I do this task?
This task requires permissions that are found in all default service scheduling security roles. More information about specific permissions and performing this task while offline: Service Scheduling
Permissions
1. In the Navigation Pane, click Service, and then click Service Calendar.
2. Locate and select the service activity you want to reschedule.
3. On the Actions toolbar, click Reschedule.
4. On the Schedule Service Activity form, change any of the information you want.
5. Click Find Available Times.
Microsoft Dynamics CRM returns a list of available time slots that meet the criteria on the form. If you do not find a suitable time slot, change the criteria, and try again.
6. In the Available Times list, select a time slot.
7. Click Schedule.
8. Click Save or Save and Close.
Note
You cannot reopen closed service activities. To reactivate canceled service activities, on the Actions menu, click
Reactivate. The service activity will be reopened and the status will be updated to Requested. If the time is no longer available, you may get a message. To reschedule the service activity for an available time, click Schedule.
Work with Appointments
Use this form to create, edit, or reschedule an appointment for an account, contact, facility/equipment, lead, or user.
After you save this form, you can add attachments, check for duplicates, and convert this appointment to an opportunity or case.
Create or edit an appointment
Can I do this task?
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions
You can modify any of the information in an open appointment. If you change the date and times of the appointment,
Microsoft Dynamics CRM will recheck for schedule conflicts. You cannot create a recurring appointment. The calendar displays canceled and completed appointments and service activities. To remove an appointment or service activity from the calendar, delete the record.
1. Create an appointment in:
Calendar in Workplace
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a.
In the Navigation Pane, click Workplace, and then under My Work click Calendar. b. Under Create a New, click Appointment.
Service Calendar a.
In the Navigation Pane, click Service, and then click Service Calendar. b. On the Actions toolbar, click New, and then click Appointment.
Activities area a.
In the Navigation Pane, click Workplace, and then under My Work click Activities. b. On the Actions toolbar, click New. c. In the New Activity dialog box, click Appointment, and then click OK.
4. In the Appointment dialog box, on the Appointment tab, you must enter information in the following fields:
Subject
Enter a description of the appointment. The first 12 characters appear in the Workplace calendar and Service calendar.
Start Time
Enter the date and time that the appointment begins.
End Time
Enter the date and time that the appointment ends. Microsoft Dynamics CRM automatically sets the appointment for a duration of 30 minutes starting on the next half hour.
Required
To locate and select participants that must attend this appointment, click the box next to the label. You can select a record from a filtered list in the Form Assistant pane, or you can click the Lookup button to search for other records.
Participants are not sent notification of new or updated appointments. In Microsoft Dynamics
CRM for Outlook you can include recipients that are not contacts in Microsoft Dynamics CRM.
The names are displayed as red text. Click the red name to resolve it to an existing contact or account, or create a new record.
Add optional information.
To add Optional participants, click Lookup to search for records.
In the Location box, enter the room or address where the appointment will occur.
In the Show Time As list, select how you want the appointment to appear on your calendar. If you select Free or Tentative, other appointments and service activities can be scheduled during that time.
In the Duration box, record the time you spend on the activity. If this activity is related to a case and the case is linked to a contract line, the durations of all the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer. The maximum duration of an appointment or service activity is 10 days.
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Click All Day Event if this event is for the entire time you are working. The appointment's duration will be the same as your working hours. For example, if your working hours are 9 a.m. to 6 p.m., then the duration of your appointment is 9 hours, but will display as "1 day".
On the Notes tab, click Click here to enter a new note, and add the information that applies to your record.
On the Details tab, you can link the appointment to another Microsoft Dynamics CRM record and change the Organizer. If your business uses Category and Sub-Category to organize your business data, enter them on this tab.
Click Save or Save and Close.
If one or more of the participants (including you as the originator) have a service activity or appointment during this time, a warning appears. You can click Ignore and Save to save the appointment anyway.
The new appointment appears in the calendar and list of activities for the participants. If the owner is not a participant, the activity will not appear in his or her calendar.
Notes
Appointments created in the Web application and synchronized with Microsoft Dynamics CRM for
Outlook automatically set a 15-minute reminder and appear in the Outlook calendar. You can change the reminder in Outlook.
To re-open a canceled appointment, on the Actions menu, click Reactivate.
Close an activity
Can I do this task?
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions
Activity types that can be closed
Tasks
Faxes
Phone Calls
Letters
Appointments
Service Activities
Campaign Activities
Unless you have created an activity record by mistake, it is better to close or convert an activity than to delete it.
You can view closed or converted activities at a later date for reference, or run reports to determine the success rate of your activities.
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1. Navigate to activity records. In the Navigation Pane, click Workplace, and then under My Work click
Activities.
Microsoft Dynamics CRM 4.0 User’s Guide
– OR –
To work with activities associated with a record, open the record and then click Activities.
Notes
2. Open the activity that you want.
3. On the Actions menu, click Close activity type
. For example, if you are in a task record, click
Close Task.
4. In the confirmation dialog box, select the status that you want from the Status list, such as
Completed or Canceled, and then click OK.
When you close an activity, the activity becomes read-only and cannot be edited or reopened.
To view closed activities, do one of the following: o In the Activities list, select the Closed Activities view. o
Use Advanced Find, and specify Activity Status in the search criteria. o From an Account, Contact, Lead, or Opportunity record, under Details, click History. In the
Filter on and Include lists, select the view options that you want.
It is not possible to close multiple activities at once.
The only way to close an e-mail activity is to send it. If you do not use Microsoft Dynamics CRM to send or receive e-mail, click Send. This will close the activity, but no e-mail message will be sent.
Convert an activity to a case
Can I do this task?
This task requires permissions that are found in all default security roles. More information about specific permissions and performing this task while offline: Common Task Permissions
1. Navigate to activity records. In the Navigation Pane, click Workplace, and then under My Work click
Activities.
– OR –
To work with activities associated with a record, open the record and then click Activities.
2. Open the activity that you want.
Activity types that can be converted
Faxes
Phone Calls
E-mail Messages
Letters
Appointments
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3. On the Actions toolbar, point to Convert Activity and then to Case.
4. In the Convert Activity to Case dialog box, enter information in the following boxes:
Customer
You must click the Lookup button to select or create a new customer.
By default, Microsoft Dynamics CRM automatically completes the following operations during the conversion: o
Close the activity as completed. o Open the new case after the conversion.
To change the conversion operations, clear the associated check boxes.
5. In the Convert Activity to Case dialog box, click OK.
Note
The originating activity becomes a related activity for the new case. If the activity is open, it appears in the Activities list for the case. If the activity is closed, it appears in the History list.
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