Contact Management – Frequently Asked Questions
FAQ Contents
- Customizing Options
- Using the Calendar
- Using the Dashboard
- Managing Contacts
- Managing Your Leads
- Managing Tasks
- Managing Your Marketing Programs
- Managing Your Proposals
- Managing Events
- Managing Transactions
- Managing Notes
- Working with Reports
- Compatibility
Customizing Options
Q: Is there a way to customize the application to suit the needs of my business?
A: By selecting the Administration button on the dashboard, you can remove and change the order of the data field names as well as create new ones specific to your business.
Q: Is there a way to only display the data fields I want rather than show all the fields?
A: Yes. By selecting the Grid Columns button, you can determine which fields will be displayed for each type of data. To show a data field, ensure the option you would like to show is checked in the Grid Columns menu. To remove a data field, simply uncheck the selection.
Q: How do I configure the email functionality?
A: To edit and configure your email settings, click on the Administration button above the navigation pane and select the SMTP Settings option. This will open a dialog box that allows you to set options for your email and send a test email. If you have questions about the appropriate settings for your email, please check with your email provider.
Using the Calendar
Q: How do I add items to my calendar?
A: Within the application, an item can be a number of things such as a task, a contact, a lead, a note, a transaction, a report, an event, a marketing program or a proposal. It’s easy to add any of these items to your calendar. Simply select the type of item from the list on the left hand side of the dashboard and then click on the Add New button (denoted by a green cross symbol).
Q: How can I search for an item that has been previously added to my calendar?
A: You can search for an item by selecting the type of item you would like to search for from the left hand side of the dashboard. Once you’ve done this, click on the Search button (denoted by binocular symbol).
Q: How can I change or edit the information for an item?
A: You can change or edit item information by double-clicking on the item in your calendar. This will open a dialog box containing details about the item which can be edited or changed. Once you’ve completed making your edits, be sure to click on the Save and Close button in the edit item dialog box.
Using the Dashboard
Q: How do I change the amount of information I see for each item on the dashboard?
A: If you want to change the amount of information that’s shown on the dashboard for an item, you can do so using the Grid Columns button. Clicking on this button will show you a list of data elements available for viewing. For example, if you click this button while viewing your notes, you’ll see options to list Subject, Date Modified, Author, Note, Date Created with a checkmark next to each. Clicking on these will add or remove the checkmark. If you don’t wish to see a particular data element on the dashboard, make sure that there is no checkmark next to it.
Q: Is there a way to sort the information presented on the dashboard?
A: Yes. Depending on the type of item, there are various ways to sort the data. Data sorting can be done by clicking on the header title of the column that you wish to sort by. For example, if you would like to view all of your contacts alphabetically by last name, you would click on the Last Name header in the contacts view. This will display your contacts by last name alphabetically in ascending order (i.e. A-Z). If you would like to display the information alphabetically in descending order (i.e. Z-A) you can do so, by clicking the header title a second time. You can use this same approach to sort all of your data for items in your database.
Managing Contacts
A: You can add a new contact by clicking on the Contacts icon listed in the menu on the left-hand side of your screen. Next, click the Add New button (denoted by the green cross icon) which will open a dialog box that will prompt you to enter the contact information. With this application, you can select a contact classification type, as well as enter business card information, follow-up reminders, tasks to be assigned to team members and notes relating to the contact.Q: Can I import contacts from other CRM or email programs?
A: Yes. You can import contact files from other programs such as Outlook and Excel. Files can be imported that have been saved as either .CSV or .XLS files.
Outlook 2007
2. Select File
3. Select the Import and Export option
4. Choose Export to a file
5. Select Comma Separated Value
6. Click on the Contacts folder
7. Choose a folder in which to save the file
8. Select Finish
Outlook 2010
1. Select File
2. Select Options
3. Select Advanced
4. Select Export
5. Select Export to a File
6. Select Comma Separated Value (Windows) or Microsoft Excel 97-2003
7. Highlight your Contacts Folder
8. Create a file name and choose Next
9. Finish
Next, while in the Contact Management application:
1. Click on the Import Contacts button
2. Browse to the file containing the Outlook contacts .CSV file you just created.
3. Select Next to begin the import process
4. In the Import Wizard, select the source of the file (in this instance, choose Outlook File)
5. Match the CRM fields with the Source Data fields. For example, make sure that the Last Name CRM field is matched with the field in the .CSV file that contains your contact’s last names. This step is critical to ensuring your data is imported correctly.
Q: How can I search for a specific contact or group of contacts?
A: You can perform a contacts search by clicking on the Contact icon listed in the menu on the left-hand side of your screen and then selecting the Search button (denoted by the black binoculars icon). This will open a dialog box containing the filters on which you can search. These include: company name, group, source, first name, last name, email address and phone number. You can also check the Include Archive checkbox to include archived contacts in your search
Q: How can I edit information for a contact?
A: You can edit information for a contact by double clicking on the contact while on the Contacts screen. This will open a Contacts dialog box in which the contact information will appear and which you can use to edit the data or add additional contact data.
Managing Your Leads
Q: How can I add a new lead?
A: You can add a new lead to your calendar by clicking on the Leads icon listed in the menu on the left-hand side of your screen. Once you’re at the Leads screen, select the Add New button (denoted by a green cross symbol) to open a dialog box that will allow you to enter the details on the lead. The details you can enter include: business card information, contact information, any tasks to be assigned to your team members, follow-up items and any additional details regarding the lead.
Q: How can I search for a lead?
A: You can search for an active lead by clicking on the Leads icon listed in the menu on the left-hand side of your screen. Once you’ve done this, select the Search button (denoted by the black binoculars icon), and enter data to filter your leads database. You can search for active leads by company name, group, first name, last name, email address and phone number. You can also use the same filters to search for archived leads by checking the Include Archive checkbox.
A: To convert a lead to a prospect or customer, select the Leads button on the left hand side of the page and then click on the action button. You will be presented with a number of options related to your leads including the option to convert the lead to a customer or prospect.
Managing Your Tasks
Q: How can I add a new task?
A: A new task can be created in one of two ways. Firstly, you can click on the Tasks icon listed in the menu on the left-hand side of your screen and choose the Add New button (denoted by the green cross icon). Alternatively, you can add a new task to an existing record (such as a contact, marketing program or event) by double-clicking the record and choosing the Assigned Tasks button and then clicking the New Task button.
A: You can search for a task by clicking on the Tasks icon listed in the menu on the left-hand side of your screen, then clicking the Search button (denoted by the black binoculars icon).
Managing Your Marketing Programs
Q: How can I add a new marketing program?
A: You can add a new marketing program to your calendar by clicking on the Marketing Programs icon listed in the menu on the left-hand side of your screen. Once you’re at the marketing programs screen, select the Add New button (denoted by a green cross symbol) to open a dialog box that will allow you to enter the details about the marketing program as well as assign tasks and add notes.
Q: How can I search for a marketing program?
A: You can search for a previously created marketing program by clicking on the Marketing Programs link located in the menu on the left-hand side of the screen. Once you’ve done this, you can enter information about the marketing program you’re looking for such as, Campaign Type, Campaign Start Date and Campaign End Date.
Q: How can I edit or change the information for a marketing program?
A: You can edit marketing program information by double-clicking on the name of the program while on the Marketing Programs screen.
Managing Your Proposals
Q: How do I add a new proposal?
A: You can add a new proposal to your calendar by clicking on the Proposals icon listed in the menu on the left-hand side of your screen and then selecting the Add New button (denoted by a green cross symbol). Doing this will open a dialog box that will allow you to enter the proposal details as well as assign tasks and add notes.
Q: How do I search for a proposal?
A: You can search for previously created proposals by clicking on the Proposals link located in the menu on the left-hand side of the screen. Once you’ve done this, simply select the Search button (denoted by the black binoculars symbol) and enter relevant information about the proposal you’re searching for.
A: You can edit proposal information by double-clicking on the proposal while on the Proposals screen.
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Managing Events
Q: How do I add a new event to the calendar?
A: You can add a new event to your calendar by clicking on the Events icon listed in the menu on the left-hand side of the dashboard and selecting the Add New button (denoted by a green cross symbol). A window will appear that will allow you to name your event and fill out whatever information you would like regarding event detail, assigned tasks, and notes.
Q: How can I search for an event?
A: You can search for a previously created event by clicking the Search button (denoted by a black binoculars symbol) while in the “Events” screen. Use the available filters to search for events by entering information such as the purpose of the event, the start and end date, or the event’s location or venue.
Q: How can I edit event information?
A:You can edit event information for an event by double-clicking on the event while on the Events screen.
Managing Your Transactions
Q: How do I add a transaction?
A: To add a transaction, you first select the Transactions button from the left side of the screen. Next, you choose Transaction Details from the navigation pane and then click on the Add New button (denoted by the green cross icon).
Q: I need to add details about the products I sell. How do I do that?
A: To enter information about your products, select the Products/Services link in the navigation pane and then click on the Add New Product/Service button.
Q: Can I import transaction data from other applications?
A: Yes. You can import transaction data contained in .CSV files. To do this, select the Import from File link in the transactions navigation page. Be sure to follow the directions regarding the column order and format values.
Managing Your Notes
Q: How can I add a new note?
A: You can add a new note to your calendar by clicking on the Notes icon listed in the menu on the left-hand side of your screen. Once you’re at the Notes screen, select the Add New button (denoted by a green cross symbol) to open a dialog box that will allow you to enter the note details.
Q: How can I search for a note?
A: You can search for a note by clicking on the Notes icon listed in the menu on the left-hand side of your screen. Once you’ve done this, select the Search button (denoted by the black binoculars icon), and enter Subject or Author data to filter your notes database.
Q: How can I change the contents of a note?
A: You can edit notes by double-clicking on the note while on the Notes screen.
Working with Reports
Q: What data can I generate a report for?
A: You can generate reports for a variety of data by selecting the Reports button from the left-hand side navigation and selecting one of the data types from the navigation pane. Available data types include: marketing programs, contacts, events, proposals, tasks and transactions.
Q: How do I customize the contents of a report?
A: Once you’ve selected the data type in the navigation pane, you’ll be shown additional reporting options. Selecting one of these options will provide you with a range of reporting filters. For example, if you were running a report of your contacts, you could filter it by: type, owner, status, rating, source and group.
Q: Are there additional report outputs available other than a .PDF?
A: No, at this time, the only report output available is a PDF.
Compatibility
Q: Are the applications compatible with a Mac?
A: Yes, with the exception of the Employee File Manager.
Q: When I attempt to use the CRM on my Mac, it prompts me to download Microsoft © Silverlight. What is this?
A: Silverlight is an application that facilitates interactivity between the operating system and the CRM application.
– You must download and install Microsoft © Silverlight to use the CRM.
– Yes, you will be able to use your CRM application on your mac.
– You will be prompted to restart your browser for the plugin to be loaded, occasionally when starting the CRM application after the plugin is installed it will still say that you need to install the latest version of Silverlight. Rebooting the computer resolves this issue and the CRM will function correctly on Mac platforms.
A: You are being prompted to download Silverlight again due to the release of a newer version of Microsoft © Silverlight.
-You must download and install the newest version of Microsoft © Silverlight to use the CRM.