Dynamics 365 Business Central: CRM Part 4- Interactions

Dynamics 365 Business Central: CRM Part 4- Interactions

Okay, so now that we've finished tasks, I'm going to zoom in a little bit more on the interaction log entries. Again, we have a salesperson. Here, we have the interaction log entries. They are basically ledger entries for the salesperson. They are also connected to the contact. If you go into the contact, you can take a look at the interaction log entries for that, so either by salesperson or by contact.

This is basically logging everything that the salesperson does. They have costs associated with them. A phone call could be a dollar. An on-site meeting - so this would be phone call. On-site meeting could be $45. This is good because then you can actually evaluate the cost of working with a particular prospect, or on a campaign, or opportunity, or something like that. There you have some kind of statistics on that.

What we're going to take a look at now, quickly, is go into the salesperson card, just create an interaction straight from the salesperson, and pick a type of interaction. Interactions actually get pretty complicated because you can have many different templates that are associated with the interaction. That template can create a mail merge, or an email, or something like that. For right now, let's just create one interaction on the salesperson and see how that logs through.

Let's take a look at interactions. I'm going to go into salespeople, again, like usual, and take a look at Peter Sato again. If I go into navigate salespeople interaction log entries, I see here that I have a number of interactions that have been done. I can go and - there was a task that I closed that generated an interaction entry. That was the outgoing phone call. I can go ahead and create an interaction right from here, manually. If I could just go in here and create an interaction. This would be in case if the salesperson did something, and they needed to log it.

I'm going to go ahead and select the contact. Let's say that's Megan. The interaction template, right here, brings up a lot of different templates. I'm going to go into how to set up these templates and what they actually do in the next video. For right now, I'm just going to go ahead and pick onsite meeting, right here, to say okay. Then the interaction details over here, I actually have to say that it's not an email, obviously. I was on-site. I'm just going to keep that black. Keep the date of interaction here. Give the evaluation as positive. It was successful. Then just go ahead and hit okay.

What does happen is it just logs this on-site meeting, or meeting at a customer site with Megan, and that it was positive. Again, it puts in a cost in here. It's obviously much more than giving a phone call. It's about a dollar to give a phone call, but $45 to go on-site. This took three hours. This interaction, again, is basically like the ledge entries of the contact. They could have more things attached to them. For example, if you're initiating an email, it could be a mail merge that happens automatically. We'll take a look at that as we move further into the whole contact management system.