I have a queue and emails appear in that queue. I can select an item in that queue and choose to workon or pick.
my questions
1) What is the difference between workon and pick. I presume one means that I am currently working on it and the other means I will pick. But in terms of CRM, how are they handled differently?
2) If I choose these in the queue and select pick, my name goes against them. However, if I go to my activities they do not appear in this list. Is it right that there is a list of activities that I own and a separate list of items I have picked from the queue? I would have thought that this would be a single list of things for me to do.
3) when I take an email from the queue, all I can do is reply or forward it. If the email is asking me to do something it would be useful to convert this to a task or to be able to mark the email as "complete". Is this possible?