Activities track the incoming and outgoing communications with your customer and the work done, or to be done, by you or others while resolving a case. By relating activities to the case, you can view all of the work for that case in one place.
Activities related to a case can be viewed from:
- The case record's list of active activities
- The case record's history of completed activities
- The activities list or Workplace calendar of the person the activity is assigned to
- The queue that the activity is assigned to
Activities can also track the time that is spent on a case. When you resolve the case, Microsoft Dynamics CRM totals all the time recorded in activities. Microsoft Dynamics CRM can subtract the time or allotment from the total allotment of a related contract.
After you create an activity, you can complete it yourself, right away or later. You can also reassign the activity for someone else to complete, by either assigning the activity directly to another person or by assigning it to a queue.
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