Monday, March 31, 2008

A QuickBooks User asks: “How do you post a refund check to quickbooks if a vendor issues a refund check for a credit previously posted?”

On the "Make Deposit" window:
1. "Received From" MUST include the name of the vendor
2. "From Account" MUST include "Accounts Payable"
3. "Amount" equals amount of refund

This will "debit" accounts payable.

Then, go to "pay bills" (select the *new* outstanding debit) and then use the "set credits" button to pull/apply the outstanding credit (creating a zero check - if no other bills are being paid).

Sunday, March 30, 2008

Heat: Missing HSS Data

A client recently had this problem: We recently installed HSS but tickets entered there seem to have disappeared when HSS is checked later. Is there a problem with HSS?

This could be due to a number of things. First, verify if this is restricted to one user or all users. If it a single user, be sure that the end-user with this issue has been enabled in Call Logging to use Heat Self Service and what user name they were assigned. This is done by:

* Open Call Logging > Select Customer > Select Profile
* In the Profile, select View > Customer Login
* Verify that "Enable Login" is checked and the login entered
* Verify their Login name and password

If the end-user forgot their login or password and could not access HSS, they may have used the Add User link and entered HSS that way. This brings up the HSS form to search the Knowledgebase or review Account information, but would not show any tickets. Check with the end-user affected that they are using the correct login and password.

If the tickets are missing for all HSS users, then check that HSS is pointing at the production database. You can do this as follows:

* Select the HEAT Self Service Configuration Tool
* Select Edit > Web Server Settings
* The current HSS database is listed in the Data Source (DSN) field

It is possible that when HSS was installed it was inadvertently pointed at the Heat demo database as opposed to the production database (especially if they are both named Heat).

If you check the ODBC DSN and it is pointing at a Heat database with a mdb (Access) extension, go to the DSN and configure it so that it is pointing at the production SQL database.

Saturday, March 29, 2008

Heat: Run ATG as a Service

A client asks: How do I configure the Auto Ticket Generator as a service and does this offer any major advantages?

You configure the Auto Ticket Generator much the same as other versions but with some extra steps. There are a number of advantages of running ATG as a service:

* Running as a service is more stable than running as an application
* Running as a service allows you to logoff the server
* To monitor multiple mailboxes, you must run ATG as a service.

To configure ATG as a service, you do the following:

* Install and configure ATG as usual > Create a new module
* Check the box to run as a service > Save the tkt and exit ATG

Next open the Ticket Generator Service Configuration Tool as follows:
Start > Programs > HEAT > Ticket Generator Service Configuration

* On the Database Selection tab, select your HEAT ODBC Data Source.

* Input the ATG username and password for HEAT.

* Click on the Ticket Files Tab. Click Add to select the ticket definitions you’ve created that should be used with the Service.

* Click Apply and OK to close the Ticket Generator Configuration Tool.

* Select Start > Programs > Administrative Tools > Services

* Go to the HEAT ATG Service > Right click > Select Properties

* Select the Log On tab > Select This Account (not Local System)

* Click Apply and OK to close the Properties menu.

Heat: Themes Problem

A client had a problem selecting text: When we click and drag with the mouse, it does not select the text. How can we fix this?

In Heat version 8.4, if you are using the 2006 themes, they do not work in Call Logging. To workaround this issue:

* Open Call Logging
* Select Edit > Toolbars > Customize
* Click on the tab for Themes
* Select any theme other than 2006
* Click Apply

You should now be able to click and drag text. This change should not require a restart of Call Logging.

Heat: Field from Body Explained

A client wanted to know: What is meant by ‘Field from Body’ when using ATG and how do you implement it?

You use the Field from Body in ATG when you want populate a field in Heat with information coming from a field in an email. This involves defining the field(s) in the email and then selecting them/naming them in Heat ATG.

To do this, you would follow the procedure below:

* Select Heat fields in Heat to populate with an email field
* Enter the field definition in the body of the email
* The email field ‘Source:’ would populate the Heat Source field
* When the email is received, Source can be entered after the colon
* The colon defines where you enter what you want Source

Once you have the email formatted (which is usually part of an autotask or business rule) you need to set up ATG to receive the information in the field specified in the email body.

To populate the Source field in Heat with the information following Source: in the email, you would:

- Open ATG and select the Source field a list of field in Update Tickets
- Scroll down to Source and click Edit
- In the field options form, select the last option (Field from Body)
- The field will contain “Field Name”, overwrite this with Source:

By doing this, you are connecting the email field (Source:) and the Source field in Heat. The information can be typed in by the email recipient and then sent back or it can be entered in as part of the email (e.g. Source: Internet) and then the recipient can simply reply to the email to populate the Source field with the word “Internet”.

Heat: Using Email for Call Logging

A client recently asked: How can I use email to fill in information on the Heat Call Logging forms?
This requires that you set up the Auto Ticket Generator with an Update Ticket action. It also requires a specially formatted email that will fill in the fields. To setup ATG to update a ticket, you would do the following:

* Open ATG > Click the icon to stop polling
* Select File > Define Module
* Click Add > Select Update Tickets
* Check ‘Update based on condition’ > Select what defines the update (Subject)
* Select a phrase in Subject that defines this as an Update (e.g. TUpdate)
(Note: when using this phrase it is followed by Call ID)
* Do not select create a new record if update in not found
* Select your Customer Type (e.g. Employee)
* For Call Type, select ‘Defined as field’ (this leaves the Call Type the
same as it exists in the ticket being updated and does not overwrite it)
* Enter the mandatory fields (with the lightning bolt):

- Call Desc – Select Source Item - Select Message Text
- Call ID – Select Source Item – Select Subject
- Note: On the Call ID field, at the bottom, check the box that says
‘Use this field to identify call for update’
- Call Status – Click Validation button – Select Open
- Call Type – no value needs to be entered in this field
- Priority – Select a value of 3

* Save the tkt definition and make sure that the Update Ticket action is the
first item in the menu choices (above Create Tickets)

Start the ATG and send an email to the server with ATG. Make sure the Call ID
is in the Subject after the phrase ‘TUpdate’. The email will update the fields specified based on the Call ID match.

Thursday, March 27, 2008

CRM: Shutting Down for the Day

A client asked: Our entire company is closing for a special meeting. How can I use CRM to head off any problems on that day?

You can set business closures at any time. If appointments or service activities have already been scheduled, they will not be changed. However, you can use the Show Conflicts button on the Service Calendar to highlight appointments and service activities that have scheduling conflicts.

* In the Navigation Pane, click Settings.
* Under Settings, click Business Management, and then in the Business Management area, click Business Closures.
* On the Actions toolbar, click New.
* In the Schedule a Business Closure dialog box, in the Name box, type a name.

Note: The first 12 characters of the name appear on each day of the closure on the calendar view of the affected resource's Work Hours.

* In the Start Time and End Time boxes, enter the start dates and the end dates for the closure.
* Specify the details of the closure.
* If you want to enter a duration instead of an end time, select the length of the closure in the Duration box. Microsoft Dynamics CRM automatically calculates the end time for you.
* If the closure is an all-day event, select the All Day Event check box. Microsoft Dynamics CRM
automatically enters a duration of 1 day.
* If you want to enter a specific time period, clear the All Day Event check box. Two lists will
appear. Use these lists to set the hours during which your organization will be closed.
* To save this business closure, click OK.

Shutting down a business for a day can cause chaos. Using CRM you can block off the schedule of everyone in your organization who provides services so that when a scheduler searches for an available service activity in Microsoft Dynamics CRM, no service activities for that period are returned. You can still manually create an appointment or service activity, but you will receive a warning.

CRM: Seminar Quick Campaign

A client had this question: I am attending a seminar and want to know which of my Leads are attending so I can meet with them.

You can use Advanced Find and a Quick Campaign to contact them:

* In Microsoft CRM, click Advanced Find on the Tools menu.
* Select Leads as the Look for > Add conditions below
* Add conditions: Owner equals current user > Status equals Open
* Run the Advanced Find > Click Quick Campaign on the Toolbar
* Select for records on the current page
* Click Next > Give the campaign a name
* Select Email as the activity > Leave them assigned to Me
* Make the checkbox at the bottom is checked (Send and close emails)
* Enter the email you would like sent to the Leads
* Click Create

This will send out the email you created. Go to Sales > Quick Campaigns and make sure your emails were sent. As people response, close the Activity and choose a campaign response of Yes or No. Then make sure you follow up with those that are attending to arrange a meeting.

CRM: Tracking Support Emails

A client recently had this question: I want to track my emails asking for support. What is the best way to do that?

You can convert emails into Cases. Do the following when you receive a support email:

* Open the email you would like to track
* On the toolbar menu, select Convert Activity
* Select “To Case” from the drop down menu
* Fill in the Subject field and click OK

A case is created and you can use the tools available in Cases to better track your email request for support.

CRM: Changing Attributes

A client recently asked: We want to change a custom field from Money to Numeric. The field Type is grayed out. Can we just go to the SQL database and make this change?

No, this would not be a recommended approach. Changing the database would damage your system because the database schema would no longer match the CRM metadata.

To accomplish this change, you should:

* Select Settings > Customizations
* Select Custom Entities > Accounts
* Open the Account entity > Select Attributes
* Find the attribute, highlight it and click the 'X' to delete
* Re-create the attribute and add the numeric field

This will allow you to change the attribute type and also preserve the relationship between your database schema and CRM metadata.

CRM: Account to Case

A client recently asked: When I assign an Account to a different owner, it updates all the associated Cases with the new owner. How can I stop this from happening?

When CRM is installed, the default relationship of Account to Case is Cascade All. This is what causes all cases to be updated with the new owner. To avoid this, you need to make the following change to your Account relationships.

* Select Settings > Customizations
* Select Custom Entities > Accounts
* On Relationships > select Account to Case (parental)
* Change Relationship Behavior to Configurable Cascading
* Under Assignment change from Cascade All to Cascade None

Save and close, then Publish the change. This will prevent all cases from being updated with the new owner.

Monday, March 24, 2008

A QuickBooks Enterprise client asks: What is the Loan Manager and how is it used?

The Loan Manager helps you track the loans you’ve set up in QB’s based on the info in your Long Term Liability and Other Current Liability accounts. Loan Manager allows you to keep track of all your loans in one location and to be reminded of upcoming payments.
You must first set up the liability account in the chart of accounts. Next, add the loan to the Loan Manager. To do this go to the Banking Menu and click Loan Manager. Make sure to have your loan documents available. In the Loan Manager window, click Add a Loan. In the Add a Loan window, complete each section as follows:
a) Enter account information for this loan.
b) Enter payment information for this loan.
c) Enter interest information for this loan.
Click Finish.
To set up the loan payments: From the Loan Manager window, select the loan and click on Set up Payment. Select the type of payment and the Payment method. If you select to write a check, the Write Checks window will display. If you select to Enter a Bill, the enter bills window will display with the information automatically entered.

A Enterprise client wants to know how to transfer funds between income and expense accounts.

This would be useful if for example, they’ve recently divided an account into one or more sub-accounts, or if they are correcting an error or making an adjustment.

To do this task:
1. Go to the Company menu and click Make General Journal Entries.
2. In the Make General Journal Entries window, click the income or expense account that's involved in the transfer from the Account column drop-down list.
All income and expense accounts appear toward the bottom of the list.
3. Enter the debit or credit amount you want to transfer.
4. Click the Account column below your first entry and then click the other income or expense account that's involved in the transfer.
QuickBooks automatically displays a single balancing amount, but you can split the transfer among several accounts.
5. Save the transfer.

Sunday, March 23, 2008

GoldMine Premium - List Existing Data

GoldMine Premium has a new feature in the lookup setup that allows you to list any data that has previously been entered into a field in the lookup list. In order to activate this feature do the following:

* Click on the arrow to the right of the field and choose set-up
* Check the box next to “List Existing Data” and click on Ok
* Any item that has ever been entered in the field will now appear on the lookup list

GoldMine Premium - Opening a new case in the Service Center

A new addition to GoldMine Premium is the Service Center. Below are instructions on how to open a new case in the Service Center.

GoldMine Premium addition has a built in service center which allows you to track cases, etc. In order to open new cases do the following:
* On the menus click on Go To/Service Center and click on the New Case button in the upper left corner
* Your Contact Search Center will pop-up to allow you to search for the contact record that the case is associated with. Search for and choose your contact.
* A new screen will open that will list your Case Number, Company Name and Contact
* If you have previously completed this screen and saved the settings as a Template you can then choose that Template to auto-populate the fields.
* You can then fill in the following fields: Category, Type, Origin, Priority, Offering(s) and each has F2 Lookup capability.
* The Subject will be what will be listed in the Case Listing. You can also add a description of the case in the Description box.
* On the right side of the screen is a box to assign a Deadline date. The dropdown will allow you to choose a date from the calendar.
* Across the bottom of the screen are tabs similar to a contact record that allow you to enter notes and activities, add attachments pertinent to the case and a Resolution tab to enter notes when the case is resolved.
* You can save the input as a Template if you click on the down arrow next on the Template tab on the top of the case screen.
* An Edit Template box will pop-up. You can change the name of the template and any of the items in the box before you save it. The next time you create a case you can then choose this template.

GoldMine - Suspend Alarms

Many times when I am at a client and am training using their system Alarms will start popping up and I Suspend them. Many client ask "What happens to my alarms when you suspend them?"

* When you suspend alarms they will not pop up during the current session you are logged into GoldMine.
* When the alarm pops up click on suspend alarms and the alarms box will close and no additional alarms will pop open
* When you close out of your current GoldMine session and reopen your alarms will pop up on your screen again.

This works in both GoldMine Standard and Premium Edition.

GoldMine - Records with no History

Many clients wish to find records that have not been active to move into an archive database.
One way to accomplish this is to locate records that have not had any history for a specific time period.

* Choose Lookup/SQL Queries (Premium Edition go to Tools/Filters and Groups and click on the SQL Query Tab)
* Copy the following SQL Query into the query box

Select *
From contact1
Where accountno not in (select accountno from conthist
Where ondate >= '1/1/2007' and ondate <= '12/31/2007')

* In this instance it would search for records with no history for the year of 2006. You can change the dates for a timeframe that fits your needs.
* Click on Query and the records will be returned
* You can now create a Group and move these records into an archive database

GoldMine - Viewing Multiple Calendars

Many clients would like to view multiple users activities on the Calendar. You can easily choose which user(s) you want to view on the calendar.

* Choose View/Calendar (Premium Go To/Calendar)
* Rick click on the page display and choose User(s)
* In the User List double click on any user whom you wish to view and the user will move to the Selected User(s) area. You can choose as many users as you'd like to view or a group if you have one setup already
* Click the OK button
* You can now see multiple users calendars
* Each user will be assigned a specific color for their activities which will be displayed at the bottom of the calendar

GoldMine - Tracking field changes

Recently a client noticed that someone had made changes to fields in GoldMine and they wanted know if there was a way to find out who had made the unwanted changes. You can easily track changes to fields in the upper half of the GoldMine screen in history as long as you have Master rights in GoldMine. This can be done in both GoldMine Standard and Premium Edition.

* Right click in the upper half of the GoldMine screen and choose Screen Design
* Click on the field you want to track changes on
* Double click on the field and choose Edit form the pop-up box
* Go to the Security tab
* Click on Log Changes in History in the Field Audit section
* Click on OK
* Click on Exit
* Now each change that is made to that field will be recorded in history and will log who made the change, when the change was made, and what change was made to the field.

GoldMine - Record Alerts

A client recently had a contact that had not paid an invoice and did not want employees to schedule any work until the invoice was paid. They were able to alert employees by using a Record Alert. A record alert is a message you can attach to a contact record. Whenever anyone displays that contact record the message will pop-up. This will work in either GoldMine Standard or GoldMine Premium Edition.

* Open the contact record you want to set the alert on
* Choose Edit/Record Properties and choose Record-related Settings
* Click the Alerts tab
* Click the New Alert button
* Enter a 3 character code for the alert (UNP) and a description of the Alert (Unpaid Invoice)
* In the Message box type in the message you would like to be seen (Invoice Unpaid do not schedule any addition work until you check with Accounts Payable)
* Click the OK button
* Click the Enable alerts option to activate it
* Click on the Unpaid Invoice record alert checkbox to activate it
* If you would like to log the alert in history when the user has seen the alert you can check this option
* Click on OK. Anytime anyone opens this record the Alert will pop-up within a few seconds and the user can Acknowledge the alert

GoldMine - New Screen setup

Many clients add additional fields to GoldMine and want them grouped. You can create Custom Screens to hold each set of fields. When you right click on the Fields tab you can access special screens you have created or you can create tabs for the screens. You need Master rights in order to create a Custom Screen. In order to create a Custom Screen follow these steps in either GoldMine Standard or Premium Edition:

* Right click under the Field tab and choose Screens Setup
* Click on the New button and a Custom Screens Profile box will pop-up
* Name the Screen
* You can also create a Tab for the Screen by entering the name in the Tab Name box
* You can restrict Screens to appropriate users by changing the users name
* You can have the screen available only for the current contact set if you select this option
* Click the OK button and you now have a new Screen
* If you chose to have a Tab created your tab will be at the end of all the tabs. If you have GoldMine Premium Addition you can easily drop and drag the tabs to any position

GoldMine - Displaying Taskbar

I recenly worked with a client who is using GoldMine Standard Edition and had to add an item to their taskbar. Their taskbar was not showing at the time and they were not aware of how easy it is to display the taskbar.

You can show the Taskbar by:

* Choosing Window/Taskbar and the Taskbar will show on your screen
* You can remove the Taskbar when it is showing by again choosing Window/Taskbar
* You can do the same with your Toolbar or Status Bar

GoldMine - Timing Activities

A client recently asked how can they record the time spent on an Activity in the history of the record?

There is a timer that can be configured in preferences to time activities automatically.

* Go to Edit/Preferences (Premium Edition go to Tools/Options)
* Click on the Schedule Tab
* Check the box next to “Start timer when completing activities”
* Click OK
* When you now look at the completed activity in your history the duration will be recorded.
* You duration must be set to 0:00:00 for this work properly; you cannot manually put in a duration.
* An example of how to use this – select Complete/Scheduled Call. Keep the box open while you are on the call. Fill in the information for the class and click okay to complete and the duration will be recorded.

Tuesday, March 18, 2008

A Enterprise user asks, “How should I record Petty Cash transactions?”

When you pay for small, business-related expenses with cash, the easiest way to record these transactions is directly in the account register. This allows you to track how much you spend and associate the purchase with an expense account. If necessary, you can also include job and class information in the transaction.
To record petty cash expenses or cash drawer pay-outs:
1. Go to the Lists menu and click Chart of Accounts.
2. Double-click your petty cash or cash drawer account to open the account register.
3. (Optional) Enter a payee. Most small businesses don't track the payee for petty cash purchases.
4. In the Payment column, enter the amount spent. Then press Tab to move to the next line.
5. Click the Account drop-down list and choose the appropriate expense account. Click Splits at the bottom of the register if you need to record the expense for several accounts.
6. Click Record.
If you need to include more detailed information, such as to specify project-related customer or job information, you can double-click the transaction and record the information on the check form.

A QuickBooks Enterprise User asks, “How do I record ATM withdrawals?”

When you use an ATM machine or debit card to get money for petty cash or to fund your cash drawer, you need to record the transaction as a transfer in QuickBooks.
Note: If you used your debit card to purchase something for your business, and at the same time got some cash back for petty cash, enter only the cash-back portion through the transfer. Enter the purchase expense as you usually do in QuickBooks.
To transfer the money in QuickBooks
1. Go to the Banking menu and click Transfer Funds.
2. Click the Transfer Funds From drop-down arrow and then click the bank account that you withdrew the money from (or that you debited).
3. Click the Transfer Funds To drop-down list and then click your petty cash or cash drawer account.
4. In the Transfer Amount field, enter the amount of the withdrawal or debit.
5. In the Memo field, enter ATM withdrawal or debit card withdrawal.
6. Save the transfer.