CRM 2011 中帮助台/客户服务的尴尬电子邮件流程
我正在 CRM2011 中为我的客户实现帮助台。但是，我对标准 OOB 电子邮件到队列流程有一些疑问，它似乎有点偏离，在我开始进行定制开发之前，我希望您看看我是否错过了某些内容。
所需的流程如下（来自 UI 客户端）：
- 客户端发送邮件至 [电子邮件受保护]
- CRM 将此添加到帮助台队列中。
- 一位客户服务员工查看队列并将他可以领取的电子邮件分配给自己。
- 设置传入电子邮件的相关内容。 （这不可能是只读字段）
- 保存电子邮件
- 点击回复，并发送答案（从帮助台地址发送，这种情况不会发生，所以我使用 JS 修复它，在回复表单中替换它）
- 邮件得到发送给客户。
但是（现在来了）
进入队列的电子邮件已关闭，因此无法通过 CRM Web UI 设置相关邮件，因此，初始电子邮件永远不会分配给相关邮件 进入队列
创建队列项目来检查电子邮件的“FROM”时，无法向工作流程添加条件，因为查找表单仅显示用户，而不显示帐户或联系人。
很难看到过去与该客户的电子邮件通信或活动。首先，输入一封电子邮件，然后单击“相关”。然后检查活动（每个活动仅看到一行），然后需要单击每个单独的活动来检查详细信息。对我来说似乎有很多点击和开销。
有人有同样的经历吗？或者有人知道 CRM2011 有一个好的帮助台插件吗？
I am implementing an helpdesk for a client of mine in CRM2011. However, I have some questions regarding the standard OOB email to queue flow, it seems to be off a bit, and i would like you to see if i miss something, before i start hammering away with custom development.
The desired flow is as follows (from the UI client):
- A client mails to [email protected]
- CRM adds this to the helpdesk queue.
- A customer service employee looks at the queue and assigns the emails he can pick up to himself.
- Sets the regarding on the incoming email. (this is not possible field is read-only)
- Saves the email
- Hits reply, and sends an answer (send fromt he helpdesk address, this doesnt happen so i fixed it using a JS that replacing it onload of the reply form)
- The mail get send tot the client.
HOWEVER (Now it comes)
The emails that enter the queue are closed, so its not possible to set the regarding trough the CRM web UI, thus, the initial emails are never assigned to the regarding entity.
It is not possible to add a condition to a workflow when an queue item is created to check for the "FROM" of the email since the lookup form only displays users, and not accounts, or contacts.
It's very hard to see the past email communication or activities with that client. First, a email enters, then it needs to click on the regarding. Then check the activities, (seeing only one line per activity) and then need to click every individual activity to check the details. Looks like a lot of clicks and overhead to me.
Anyone have the same experience? Or does anyone know a good helpdesk add-on for CRM2011?
如果你对这篇内容有疑问，欢迎到本站社区发帖提问 参与讨论，获取更多帮助，或者扫码二维码加入 Web 技术交流群。
绑定邮箱获取回复消息
由于您还没有绑定你的真实邮箱，如果其他用户或者作者回复了您的评论，将不能在第一时间通知您！
发布评论
评论（1）
为什么不考虑使用案例。当传入活动在队列中时 - 您可以轻松转换为案例 - 您可以在其中设置字段并使用它来保留该案例中的通信历史记录。
我们设置了工作流程来发送任务完成通知 - 原始票证请求者从任务中获取注释副本。
Why don't you consider using cases. When an incoming activity is in the queue - you can easily convert to a case - from where you can set the fields and use it to keep a history of communications in that case.
We have setup workflows to send notifications on completion of tasks - with the original ticket requester getting copies of the notes from the task.