Thursday, January 31, 2008

Heat Call Group Search

A client had the following issue: We often save related ticket numbers in the Call Description. Is there a way to prompt for a keyword to search the Call Description to find these tickets?

Yes, one way would be to create the following Call Group:

* Open Call Logging
* Select Group > Open Call Group > Click Add
* Give the Call Group a name > Copy the formula below into Expression Text

CallLog.CallID in (Select CallLog.CallID from CallLog where {CallLog.CallDesc} like '%'+@Prompt('Keyword')+'%')

* Save the group > Create a toolbar icon to launch the group
* Click the icon to launch the Group > Enter a ticket number in the Keyword field
* A group will be created of all records that have this ticket number in the Call Description.

This will bring up an input box whenever this Call Group is opened. The expression can be modified to use any table and any field.

Wednesday, January 30, 2008

Dynamically Change Heat Field Colors

A client asked us about this: Is it possible to change the color of a field when another field has a certain value (e.g. change the Call Logging heading to red when the Priority is Urgent)?

Yes, you would need to create an Edit Set using the Administrator module. The steps to change the heading to red, when priority is urgent, are below:

* Open the Administrator module and select File > New Edit Set
* Locate the Call Log table and open the form
* Colors can be changed on command buttons and static text boxes
* Select the heading of the Call Logging section
* Right click and select Attributes
* Click on Color and then Advanced Color
* Select Priority > Click Add > Enter 1 for the value
* Select a color you want the Call Logging heading to be (e.g. Red)
when the Priority is 1 – Urgent

Commit the edit set and open Call Logging. Pick a ticket and select
Priority 1, the heading should change to red.

Call Group by Day

A client recently asked: Is there a way to determine if an ATG call is created on the weekend (and notify the technician on-call)?

Yes, you can create a Call Group that uses the DATENAME function to determine if a call is made on a specific day (i.e. Saturday or Sunday). This group could then be attached to the technician’s Alert Monitor (when they are on-call) and direct the email or page to the correct technician.

* Select Group > Open Group
* Select the Global radio button > Click the Add button
* Name the group “Weekend” > Select Global
* Enter the following in Expression Text:

{CallLog.CallID} in (select CallID from CallLog where DATENAME(weekday,RecvdDate) in ('Saturday','Sunday') and CallStatus <> 'Closed')

* Save the group

This group will return tickets created on Saturday or Sunday. It can then be added to Alert Monitor (or BPAM) when a technician is going to be on-call. When a ticket is created in this group, the on-call technician would be alerted.

Monday, January 28, 2008

CRM: List Price, Standard Cost and Current Cost

A client asked: How are the List Price, Standard Cost and Current Cost related to the calculation of quotes, orders and invoices?

If you select Settings > Product Catalog > Products and select the first item, you will see the List Price, Standard Cost and Current Cost. These are entered when a Product is created. To illustrate how the fields are used during the creation of a quote, try the following:

* Select an Account (e.g. Adventure Works)
* Double click to open the Account
* Click New to create a Quote > Enter the required information > Save
* Select Existing Products > Click New Quote Product
* Enter required fields > Return to Information > Click Recalculate
* Save and Close > Return to Settings > Product Catalog > Products
* Double click the Product > Review List Price, Standard Cost and Current Cost

The List Price and the Quantity in the Quote make up the selling price on a quote. The Standard Cost and Current Cost are there for data entry purposes only and can be used in reports or views.

CRM: Sorting Multiple Columns

A client needed help with sorting columns: Is it possible to sort multiple columns in Microsoft CRM?

You can sort a single list of records by clicking on the column heading. The arrow indicates the direction of the sort (ascending or descending). To sort by multiple columns, you would do the following:

* Select the primary column and click the column heading
* To sort the secondary column, press CTRL+SHIFT while selecting the additional column heading.
* The columns are sorted by the order you select them (primary first, secondary and so on).

To try this, sort by Account Name (as the primary sort and then add some additional fields). For example:

* Select Accounts
* Select Account Name > Sort Descending
* Select Main Phone (hold down CTRL+SHIFT)

The view should be rearranged by Account Name and Main Phone.

Signature in CRM Web Email

A client recently had this question: How do you add your signature when using CRM web email?

To begin with, you create signature email templates in the Personal Options area of the Web application. This is done as follows:

* Select Settings > Tools > Options
* Select Email Templates > click New > select Global
* Enter your name in the Title and Re: in the Subject line
* Enter your signature in the Description
* Add your web address (e.g.
* Save and Close

After your signature email template is set up, you can use it in a number of Microsoft CRM email activities, including Direct Email. In the Outlook client, any email message created from the Microsoft CRM folders can use the email template. Email templates are not available in Campaigns, but they can be added to individual email activities before they are sent, but they cannot be sent automatically.

Compose your email and before you send it, select the signature email template to include.

* In the message body, put your cursor where you want the signature.
* On the Formatting toolbar, click Insert Template.
* Select the signature email template you want, and then click OK.

Your signature will now appear in the body of your email message.

Sunday, January 27, 2008

GoldMine Standard - E-mails in mailbox

If you want to find out who is not filing their e-mail into history you can run a SQL query to get e-mail inbox counts.

* Go to Lookup/SQL Queries and paste the following into the SQL Query box:

Select count (*),
From Mailbox
Where Folder = 'X-GM-INBOX'
Group by USERID
Order by USERID

*Click on Save and name the query
*Click on the Query button and it will return the name of all users and the number
of e-mails in their inbox

This will also work in GoldMine Premium Edition.

Wednesday, January 23, 2008

QuickBooks Enterprise-Employee Defaults

A QuickBooks Enterprise client asks, “Do I need to enter the same information over and over for each employee?”

QuickBooks stores a wealth of information about each employee, but it does not require you to enter the same information repeatedly. When you have information that applies to most of your employees, you can enter it into your employee defaults. Then when you add an employee, QuickBooks automatically fills in the information stored with the defaults. You just need to add or change any information that is different for a particular employee.

From the Employee Center choose: Manage New Employee Information and select Change New Employee Default Settings. Use this window to set up the payroll information that most of your employees have in common.

QuickBooks Enterprise-Employee Information

An Enterprise User asks, “How do I view information stored in the Employee List?”

The Employee Center is the area where all payroll related information is accessed and stored.

Choose the Employee Center from the Icon Bar or select Employees>Employee Center.

On the left side of the screen there are three tabs labeled: Employees, Transactions and Payroll. The Employees tab allows access to the list of Employees. It allows access to information stored about each employee and allows editing of employee information.

QuickBooks Enterprise-Payroll Setup

A client who recently subscribed to QuickBooks Enhanced Payroll wants to know what is needed to begin the setup process?

To do its payroll calculations, QuickBooks needs four kinds of information:

1) Information about your company: federal and state tax ID numbers, payroll tax filing frequencies, payroll tax authorities to whom payroll taxes are remitted, etc.

2) Information about your employees: such as salary/hourly rate, filing status, number of exemptions, misc. additions, deductions and company contributions.

3) Information about your payroll items: QuickBooks maintains a list of items that affect the amount on a payroll check such as: compensation, taxes, benefits, etc.

4) Tax tables for federal, state and local withholdings.

QuickBooks Payroll Setup guides users through the process. Select Employees>Payroll Setup to display the payroll setup window This will guide users through a step by step setup process.

QuickBooks Enterprise-Payroll Options

A client who wants to use QuickBooks Enterprise to do their payroll asks, “How do I know which payroll option to choose?

After choosing “Full Payroll” in the Company preference screen, you will need to decide whether to subscribe to one of four payroll options offered by QuickBooks: These are: Basic, Standard, Enhanced or Assisted Payroll. All 4 options will allow you to:

o Process and print paychecks.
o Create payroll reports.
o Track and pay your payroll-related liabilities

In addition, Standard, Enhanced and Assisted Payroll will allow you to:
o Create and print 940 and 941 forms.
o Create and print W-2 and W-3 forms

Your choice will depend on your specific needs. To learn more about each of these options or to subscribe to one of them, from the Employees menu, choose Add Payroll Service and then choose Learn about Payroll Options from the submenu.

QuickBooks Enterprise-Turning on Payroll feature

A QuickBooks Enterprise user asks,”Does payroll need to be activated in order to access it in QuickBooks? “

By default, the QuickBooks payroll feature is turned on when setting up a new company. You can, however, turn payroll “off” in your company file if you don’t have payroll or don’t plan to integrate your payroll data into QuickBooks. This is done by editing the Payroll & Employees company preference.
Go to Edit>Preferences and select “Payroll & Employees”. Under the Company preference tab choose the “No Payroll” option. No Payroll turns off all payroll features in QuickBooks.

If you have employees but use an outside payroll service, Intuit recommends this option.

Tuesday, January 22, 2008

GoldMine Premium - Searching Notes

Recently a client asked how they could search for text in their notes . This can be done through the Contact Search Center.

* Open the Contact Search Center
* In the Search by box click on the drop-down arrow and scroll down to notes in the list of
* In the next box select the "contains" from the drop down list of operators
* In the last box type in the word you are searching for
* The results will list any contacts whose notes contain the word or words you have searched for

Note: You can search for multiple words in notes by clicking on the plus sign at the end of the line, choosing and/or and inputting the next word you want to search for.

GoldMine Premium - Editing Notes

Many clients have been asking if they can edit notes in GoldMine Premium. You could edit notes in previous versions of GoldMine, but that function has been removed in GoldMine Premium. You can delete an entire note if you right click within the note and choose "delete". If you wish to make a change in a note you now have to create a new note to "note" the change.

Sunday, January 20, 2008

GoldMine Premium - Deleting Trash E-mail

In GoldMine Premium if you have your setting set to automatically delete e-mail in the Deleted Folder when you close the e-mail center the e-mail will not be deleted. Currently you have to manually delete any e-mail in the Deleted Folder. FrontRange is aware of this and will be correcting this in the next build that will be released.

GoldMine Standard - Queue e-mail merges

Recently a client wanted to know if they could set up an e-mail merge to be sent at a later date and time. This can be from the e-mail center in GoldMine.

* Open the GoldMine e-mail center
* Click on the new mail button
* Click on the fourth icon to the left of the From/To (In Premium Edition click on the third
icon to the left of From/To)
* Check the box next to Merge the e-mail and select the filter or group you will be sending
the e-mail to
* Select the e-mail you template you wish to use from the subject line dropdown list
* Click on the third icon to the left of the From/To (In Premium Edition click on the second
icon to the left of From/To)
* Click on the Queue, Calendar and History Options button
* Enter the date and time you wish to send the e-mail and check any additional options
* Click the Queue button to save the e-mail to be sent at the selected time

GoldMine Standard - Duplicate Records

Many clients realize they have duplicate records in GoldMine and want to view the information to see which can be merged/purged. There is a duplicate report in GoldMine but another way to look at this information is with a SQL Query that will return contact information that have duplicate company and contact names.

* Go to Lookup/SQL Queries and paste the following into the SQL Query box:

Select * from contact1 where company in (select company from contact1 group by company having count(*) >1) AND contact in (select contact from contact1 group by contact having count(*) >1) order by company

* Click on save and name the query
* Click on the Query button and it will return contact information where the company
and contact information are duplicate
* You can then right click in the area where the records were returned and choose Output to
and output the information to an Excel spreadsheet or a Word document

This will also work in GoldMine Premium Edition.

GoldMine Standard - E-mail addresses

Clients are always asking how they can find primary contacts that do not have an e-mail address. You can accomplish this by running the SQL query below.

* Go to Lookup/SQL Queries and paste the following into the SQL Query box:

SELECT accountno, company from CONTACT1 where accountno not in (SELECT accountno from CONTSUPP where rectype = 'P' and contact = 'E-mail Address')

* Click on save and name the query
* Click on the Query button and it will return primary contacts that do not have an e-mail
* You can then right click in the area where the records were returned and choose Output to
and output the information to an Excel spreadsheet or a Word document

This will also work in GoldMine Premium Edition.

Wednesday, January 16, 2008

January's Penny Pinching List

6 Technology Rules You Must Follow To THRIVE

Over the past few weeks, I've been really chewing on the following six rules I created that I believe will really help you boost your business. There's a lot more technology rules and guidelines you need to keep in mind, but these six rules are ones that are beyond the more traditional rules such as having a web site, making sure your technology is secure and etc.

Spend money on technology as an investment - not as a cost
You spend money on insurance - right? You have a lawyer (most likely) and an accountant (for sure) - right? However, when it comes to spending money on technology, many of you ONLY spend money if you have to. You don't spend money on technology that you think you don't need. This is a mistake. If you are building a business that's built to last you must think of your technology spending as an investment in how technology can help your business GROW. You must spend money on technology that will help you now and in the future. The right investments in technology today will help you save money, save time, do more with lesson and overall grow your business tomorrow. Don't think of where your business is now, but think of where your business will be in 5 years and invest in technology accordingly.

Microsoft Outlook is NOT CRM
Many of you, like I do, use Microsoft Outlook as the core foundation of your business. You use it to manage your email, tasks, notes and calendar and that's good. But if you want to increase sales to your current customers and really know everything you can about each customer, based on each interaction they have with you - you must use a true CRM product or service. When a customer buys from you, chats with your sales rep and maybe returns a product, for whatever reason, a TRUE CRM product/service can help you mine this data and help you use this raw data as POWERFUL information to know more about your customer.

Web 2.0 is no joke
You've heard all about FaceBook, MySpace, LinkedIn and a few dozen other social media tools that help you connect with others. Many web sites also enable you to comment, upload your own videos and share your own insight with others. This is what web 2.0 is about. It's more than you giving content or a sales pitch to someone - a one way conversation. It's about having a conversation with customers and letting customers have a conversation with each other - all about you and your product or service. You need to do this with your own online communications. You must have a great web site, with awesome navigation and content. You must have an email newsletter to reach people right in their email inboxes. You really should have a blog to foster more conversation and boost your web sites rankings in search engines. The next step is to ensure your web site enables visitors to communicate & connect with you and each other as well via "web 2.0" technologies.

Mobile Technology
If you and your staff are sitting at desks all day long I guess you don't need mobile technology. However, if you and your staff are traveling around (as I suspect you do) then you need to implement mobile technology solutions. This means that you can access your office wherever you are - email, faxes, files - you can access it all. There's no reason to tell a customer that they have to wait until you get back to your office. There's no excuse for telling a partner that you haven't received a fax someone sent you or missed a voice mail because you were not in the office. Take your office with you.

Outsource your technology
There is NO need at all for you to manage and implement technology on your own. Sure, you are an expert in what you sell (be you a florist, computer vendor, lawyer, graphic artists or media consultant). But you are not an expert in network security, data backup or mobile technology. The only way you are going to maximize your use of technology is to outsource your use and implementation of it it in your business. Technology is not all that you need to outsource. If you find that you are scanning business cards, answering phones and faxing proposals you need to hire someone else to do these tasks for your so you can concentrate on your business. If you are a one person business or a 50 person business - you need to manage your company and concentrate on its growth. Hire someone else, like a smart virtual or in-person assistant to help you.

Don't technologize a bad business process
I'm sure you run a very good business and do your best to manage its various processes, however if there are parts of your business that are not going so well and you think technology is the answer, you're wrong. I was recently in Puerto Rico at the great Ritz Carlton Hotel. The entire experience in Puerto Rico and at the hotel was simply splendid. What most impressed me was the customer service the hotel provided. It so happens that customer service is a HUGE part of the hotel's culture and ingrained into each employee. However, they use technology, in a big way, to profile each guest and build a database of their likes and "don't likes". What if the Ritz Carlton had employees that were rude, inconsiderate and nasty? Ritz Carlton would only be "technologizing a bad business process". They first hire employees who love service then they use technology to manage and build up this customer service experience.

Source: Ramon Ray, Technology Evangelist & Editor,,

Attend: Small Business Summit 2008. For small businesses, by small businesses. February 11, 2008. 400 attendees. 40 exhibitors.

Tons of information. Lots of fun. Gallons of excitement -

Sunday, January 13, 2008

GoldMine Standard - User Dictionary Error

A client recently had the problem of the error message"User Dictionary too large" appearing every time they tried to send an e-mail which cancels spellcheck. Below is a way to correct this problem.

* Go to the GoldMine root directory
* Open the dict.u with the notepad
* Remove some words from the list and save and your problem should be eliminated

Note: If you are unsure of where the GoldMine root directory is located or you are not familiar with opening files using notepad, etc. please solicit help from your IT person/department

GoldMine Standard - Activities on the Calendar

One of the most frequently asked questions by clients is why their activities are not showing on their calendar. This tip has been featured in the past, but I believe it's worth repeating!

* Open your calendar
* Right click in an area in the calendar and choose Activities from the menu
* A Select Activities To View box will pop up
* On this pop up you have the choice of which scheduled (pending) activities you want to view
as well as completed activities
* Check the box next to the activities you wish to view on the calendar - scheduled and/or
* Click on OK and your activities - scheduled and completed - will now appear on your

Notes: Completed activities will have a light grey background and a thin line through the
This tip will also work for GoldMine Premium Edition.

Saturday, January 5, 2008

HPK - Changing Passwords

2. A client had the following question: Everyone in our organization knows the Administrator default password to Heat Plus Knowledge. How can we change it?

To change your Administrator password, you would do the following:

* Open Heat Plus Knowledge using the Administrator login
* Click the Admin button > Select the Users link
* Highlight the Administrator user > click Change Password
* Enter a new password > logout and back in with new password

You can then create new users for HPK users that need access to HPK and assign rights according to their need.

HSS Search Function

A client recently asked: How do we setup the HPK Search function in Heat Self Service?

This can be done through the Heat Self Service Configuration Tool.

* Open the Heat Self Service Configuration Tool
* Select Knowledge Base Setup > Click Add
* Enter Heat Plus Knowledge for the Label
* Enter the path to the HPK Self Serve url
* Enter the default path (same as HPK Self Serve)
* Click OK > Click File/Save

Exit Heat Self Service and re-login. Click on the Search link and Heat Plus Knowledge should appear allowing you to search the Knowledge Base from Heat Self Service.

CRM Calculated Fields

A client recently asked this question: Is there a way to create calculations between fields in Microsoft CRM?

Yes, this is possible using Javascript which is entered in the Customizations tab. Suppose your calculation for stock options expected is the number of employees plus the shares outstanding times 5 – the script below will illustrate how this calculation would work in MS CRM:

* Select Settings > Customizations > Customize Entities
* Select Account > Select the Main Application Form
* On the Details tab > Select Add Fields > Add Shares Outstanding
* Save and close the Form window > Select Attributes > Click New
* Create the results field > Name it "shareemp" > Select int field
* Save and close > Open the Main Application Form > Add Fields
* Add the shareemp field (called new_shareemp because it is custom)
* Change the label to Options Expected
* Save and Close > Select Actions > Publish
* Enter script in the No. of Employees and Shares Outstanding fields

var sum = crmForm.all.numberofemployees.DataValue +

var total = sum * 5;

crmForm.all.new_shareemp.DataValue = total;

Enter this script by double clicking on each field (from the main application form) and entering it under Events > OnChange. Make sure the Enabled checkbox is checked. Save and close and Publish the changes.

Now, whenever the number of employees or shares outstanding changes, the options expected will be recalculated on the Detail tab of the Account form.

CRM Service Cases

A client recently asked: When we search for a Case under the Service tab, we type in the leading characters of the case in Look For, but only receive Active Cases. How can we retrieve a case that is Inactive or Resolved?

Try a different method to review a specific case with a status other than Active.

* Select the Account the Case is associated with
* Select Cases under Service
* In this window you can select All, Active, Inactive or Resolved

You can then review any type of Case associated with that Account.

Friday, January 4, 2008

GoldMine Standard - Font Size

A client recently was having trouble reading her GoldMine screen and wanted to know if the font size can be changed.

Yes you can by changing a setting.

* Go to Edit/Preferences and go to the Record tab
* Click on “Use Large Fonts”
* GoldMine will then close. Reopen GoldMine and the font will adjust to a larger size.

Remember: When you change preferences on your desktop it does not affect other users.

Business Week Post

Here's a piece on small business technology that I wrote:

Wednesday, January 2, 2008

Boston Presentation

This month I'll be a keynote speaker at the Bayer Environmental Lawn Care Institute’s “Healthy Lawns” event near Boston. During the 90 minute presentation, entitled “Penny Pinching Tips For Business Success”, I'll be sharing ideas for managing through today’s challenging times, particularly for business owners providing lawn care services.
The presentation will be on January 23, 2008 at the Sturbridge Host Hotel, Sturbridge MA.