We are all aware of the Sage CRM‘s Communications module and the various features that are readily available to manage and maintain the Customer relationship. The flexibility of managing not only external communication activities with Customers but also utilizing the system in managing the internal communication with CRM users of the organization has made the communications centralized without having to switch between various systems; thereby reducing the time investment.
One of the eye catchy feature of Sage CRM’s Communication module is the Email functionality. It has not only allowed the Users to send emails from the CRM system but also helped to record them as communication in CRM. Apart from that, the ability of downloading Emails in CRM of a centralized Mail account has helped many Business users in attending the Customer queries or enquiries without missing out any records and helping the customer with timely response.
The Email Management Server options helps in configuring the POP and SMTP settings of the email account in Sage CRM on which the Email Management needs to be enabled. Along with this, User can also specify/select the Standard script file that will be used to process the email. Sage CRM’s Script files are shipped as part of Email Management and allow you to specify various ways to handle emails.
However, on observing the behaviour of the Emails downloaded in CRM we found that the Emails received date was not similar to the one displayed in the Mailbox but it kept on displaying the Current date. Thus, if any Business decides to configure and download all the Old as well as current emails in Sage CRM; it would display the Email’s received date as the Current date (the day on which it gets downloaded in CRM) thereby making it difficult to segregate the new and old emails.
In order to fix this, we reviewed the Script file that was configured for Email Inbound Configuration i.e. Template.js file. Here, if you check the script at line# 286; you will find the code as highlighted below that is responsible in setting the Current date value for the downloaded emails.
We rectified this by adding modifying the script as highlighted below. Users should either remove or disable/comment the standard line of codes for the fixes to reflect in CRM.
The changes will be reflected on Email screen as shown below –
Here the Sent Date reflects the Date value on which the Email was received in the Account’s Mailbox; whereas, the Received Date reflects the Date value when the Email was downloaded in Sage CRM.
In this way, Business users can easily download as well as identify the Old and New emails in Sage CRM that will help in segregating as well as manage their services to the Customer accordingly.
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