D365 - Activities

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Introduction to Activities in Dynamics 365

What are Activities?

Activities in Dynamics 365 are records of interactions. In this article, we will cover the standard activities, such as emails, calls, text messages, and tasks. These activities track who did what, when, and why, giving a clear view of all customer touchpoints in one place.

Types of Activities 

Common types of Activities include:

  • Email -Tracks sent or received email messages related to a record. (link to more information about emails in D365) 
  • Task - A to-do item.
  • Phone Call - Notes from a phone conversation.
  • Text Messages - Tracks SMS communications with customers, typically routed to queues for agent handling.
  • (A reminder that a NOTE is not an activity so will not show in Activity Views and audits)

When to Use Each Activity Type

  • Log Emails to keep a record of communications. 
  • Use Tasks for follow-ups or actions you need to take. 
  • Use Phone Calls to note important discussions. 
  • Use Text Message, e.g. a reminder.

How Activities Relate to You and Your Team

Activities let you and your team see what’s been done, what’s planned, and what needs attention. It’s a way to stay organised and ensure nothing slips through the cracks.

Sales Teams

  • See a full history of contact with a lead or customer, including marketing emails and support cases, before picking up the phone.

  • Avoid duplicate follow-ups or contacting someone who’s already being helped.

Marketing Teams

  • Track how contacts have responded to emails, events, or campaigns.

  • Tailor future communications based on real interactions.

Customer Service Teams

  • Instantly view a customer’s recent emails, calls, or past issues when handling a new case.

  • Deliver faster, more personalised support with all the background in one place.

How Activities Help Teams Collaborate

Activities help you work smarter by giving a complete view of customer interactions, making every conversation count, no matter which team you're on.

  • Everyone sees the same timeline of interactions, no need to chase updates or guess who last spoke with the customer.

  • Easier handovers between teams, marketing → sales → support, all informed by the same shared history.

  • Better customer experience – customers don’t have to repeat themselves, and they get more timely and relevant responses and support.

How to Leverage Activity Data for Cross-Team Collaboration 

  1. Shared Timelines - the timeline shows a unified view of all activities across teams.
  2. Activity Feeds and Notifications - teams can set up alerts or follow records to get notified of new activities.
  3. Customer 360 View - Activity data helps build a complete picture of the customer journey. Sales teams can see if support cases are active before contacting a customer. Service teams can see past marketing activities or phone calls.
  4. Reporting and Dashboards - assist with engagement reporting, tracked responses as activities and resolution timelines
  5. Process Automation - can be developed depending on the requirement - speak to the RET team for further information eg is a task is overdue, auto assign to a team member, log a follow up call 3 days after an email is sent as a few examples