Track In CRM Or Set Regarding?

In working with users over time, we have routinely advocated the use of Set Regarding for tracking emails or appointments (or Set Parent when it comes to contacts).  Sometimes I’ll do such a good job of communicating my point that I’ll get the question of “Well why should we use Track In CRM at all?”.  It’s a fair question.

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When it comes to adding records in CRM the difference between using Set Regarding and Track In CRM is significant.  Set Regarding allows users to file the email or appointment or task against a CRM record such as an account, an opportunity, or even a custom CRM entity directly. In our case, we use CRM to track our projects in addition to our accounts or opportunities.

In this sample email, I’m going to use Set Regarding to track it directly against a project:

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I won’t go through all the details here, but this is the start.  Now if I had just hit Track In CRM, it would be associated only to the recipients of the email as well as the senders, be they users or contacts. (These activities would also rollup to their parent records as well by default). CRM would attempt to resolve against the user or contact email addresses.  With that said, there would be no context for the email against an opportunity or account or project.  That is why Set Regarding is so nice: it does the job of Track In CRM and then some.

With that said, there is a good reason to use Track In CRM. Lets take a look at what happens with a received email before and after Track In CRM is clicked:

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For a received email, clicking Track in CRM exposes the Convert To, Add Connection, or View in CRM.  The main point I want to focus on is the Convert To option.  As the screen shot indicates, users can convert that email to either an Opportunity, Case, or Lead. In the following example, I would convert this email to an Opportunity:

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This allows you to quickly create the record, without a lot of clicks.  I’ve used this in the past when I received a support request from a customer as well as new business inquiries.

I’ve consciously noted that the above was a received email, and wanted to point out that sent emails have their own options of Insert Template, Insert (KB) Article, or Attach Sales Literature.

 

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So in summary, Track In CRM is especially useful for creating new records in conjunction with the Convert To feature.  As a best practice use the Set Regarding, but keep this option in mind.

Post by: James Diamond, Customer Effective

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