CRM Advise Training Guide
Sending an Email from CRM Advise:
There are multiple ways to email out of Advise, one of them being directly from the Activities section of the student’s record.
In the Activities Section, click on the 3 ellipsis which will show a drop-down menu of options. Click on email:
After you click on ‘Email’, you’ll be brought to the following screen:
Click on ‘Insert Template’ to use an email template that fits the student’s inquiry. After clicking on ‘Insert Template’ a popup box will appear with a listing of email templates in alphabetical order. Click the template you’d like to insert and then click ‘Select’ at the bottom.
After selecting your template, the content will populate in the text editor of the email form. You can add more information or edit the template with the tools circled below:
Before you send your email, be sure to proofread everything as well as select an activity code for tracking purposes.
If you know the activity code you’d like to use, you can start typing it so it will populate. Once it populates, hit enter or click on the activity code to confirm.
If you do not see it listed, use the magnifying glass on listed in the activity code field to view a list:
After clicking the magnifying glass, you’ll see another drop-down list appear, scroll to the bottom of this list, and click ‘Look Up More Records.’
After clicking ‘Look Up More Records,’ you’ll get a pop-up box that list all the activity codes in alphabetical order. Locate your activity code and click the check box next to it to select it. After it’s selected, hit ‘Add.’
After selecting your activity code and proofreading your email, the top portion of the email should look like the following:
You can cc or bcc other pertinent staff if necessary.
After selecting your activity code and proofreading your email, you can send it by clicking ‘send’ at the top of the email form:
*Please note the other options such as Save or Save & Close will allow you to save the email as a draft and come back to it later. You can also click ‘insert signature’ to add your signature to the bottom of the email.
After clicking ‘send’ the email will appear on the student’s record as such:
You can view the email again if you’d like by clicking on the letter icon above. Your sent email will now also contain a SUNY-ESC case number for tracking purposes.
You may also notice that in your MS Outlook email account, you’ll see a blue label with the statement ‘tracked to Dynamics 365’ next to some of your emails.
This is okay, as it means it is tracking the email to CRM Advise. If you notice this on an email that should not be tracked to Advise - remove the label and start a new email thread with your recipient.
For assistance, please contact Van White via Teams or at van.white@sunyempire.edu.