In Microsoft Dynamics CRM 2011, activities are tasks that users or teams perform when they contact customers, for example, sending letters or making telephone calls. They can create activities for themselves, can assign them to someone else, or can share them with other users or teams. An activity can be thought of as any action for which an entry can be made on a calendar. An activity has time dimensions (start time, stop time, due date, and duration) that help determine when the action occurred or is to occur. Activities also carry some basic properties that help determine what action the activity represents, for example, subject and description. An activity state can be opened, canceled, or completed. The completed status of an activity will have several substatus values associated with it to clarify the way that the activity was completed.
Activities involve one or more participants, called activity parties in Microsoft Dynamics CRM. For a meeting activity, the participants are those contacts or users attending the meeting. For a telephone call or fax activity, the parties are the caller and the person who is called. The following diagram shows the entity relationships for activities.
To support the communication needs of the modern-day business, such as instant messaging (IM) and SMS, you can create custom activities in Microsoft Dynamics CRM 2011.
Other Activity Entities
You use scheduling activities to schedule your services and resources, and thus define work schedules. The scheduling activity entities are Appointment, ServiceAppointment, and RecurringAppointmentMaster. For more information, see Schedule and Appointment Entities.
The marketing activity, CampaignResponse, enables you to capture responses from the customers for a marketing campaign, while the CampaignActivity entity represents a step in a campaign. For more information, see Campaign Entities.
The sales force automation entities OpportunityClose, OrderClose, and QuoteClose activities capture information about each of these events. For more information, see Sales Entities (Lead, Opportunity, Competitor, Quote, Order, Invoice).
The customer service entity IncidentResolution activity captures information about the resolution of a case. For more information, see Incident (Case) Entities.
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Microsoft Dynamics CRM 2011
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