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Is there a way to insert a solution directly into an email within one of the CRM screens, for example the New Activity screen?

In Microsoft Dynamic CRM, the ability to insert an Article (i.e. Solution) directly into an email is a very useful too. Requiring a lead (with a case) or a customer to login to the portal and then try and search for the solution is not good customer service.

Is it possible to create a drop-down that is linked to the solutions table, then click a button that inserts the solution or a mailmerge field into the HTML editor at the current position?

I think a lot of your customers would LOVE this.

Further, this would allow both internal and external solutions.

Hi pdx971,

You could definitely create a dropdown that references the Solutions table, and pair it with a button that inserts the solution into a field on screen (say, the Email Body field on the New Activity screen, for example).

You could also set up a Knowledge Base, which is an external, public resource that you can direct your customers to. There they can look up solutions to common issues (that you or your team has entered) without logging into a portal. For more information on this, head over to Customize > Integration Tools in Method and scroll down to "Knowledge Base", or take a look at our own Help Center here for an example.

Hope this helps.

- Justin