Friday, May 30, 2008

Heat: ITIL Service Level Management

A client asked this: Heat has a very detailed set of Service Level Management forms. Are these needed for ITIL compliance?

The increased emphasis on Service Level Management is a direct result of the continued movement of Heat toward ITIL compliance. ITIL recommends a comprehensive SLM system for maintaining accountability.

The SLM system provided with Heat out of the box is a complex set of autotasks, business rules and customizations. There is also a white paper available from The Marks Group that goes into detail on what checks are made for each step of the SLM process.

One request we receive quite often is that IT Management do not want technicians to have access to the SLM button that starts and stops the SLM timer. This can be handled in several ways but the easiest method is to create a viewset for technicians where the button is removed and a viewset for managers where the button is visible.

The SLM timer would be started by an autotask when the call is taken. If there are extenuating circumstances that require that the timer be turned off (vendor issues, time for research, etc) then the technician would need to to involve their manager to stop the timer.

Heat: ITIL and Customer Surveys

A client wants to remove the CSR field: Why should we leave this field on the Call Logging form? It does not provide the ability to accurately record customer satisfaction.

I agree! I think you should have more fields, on a Detail form, that records a more comprehensive survey of customer satisfaction. Tracking customer satisfaction is an important component of ITIL, and the primary means of measuring performance and making adjustments.

If you have the latest Heat Demo database, select the Call Type of Survey Results and review the related Detail form. This form asks the following questions:

* Was the call answered in a timely fashion?
* Was the technician courteous?
* Was the technician knowledgeable?
* Was the resolution complete?
* Was the resolution made in a timely manner?
* Please rate overall service

These fields can be filled in from the results of a survey that is provided in paper form (and typed in), in email form (and sent to ATG to update the fields) or in a web form (which would also send to ATG).

There is also an excellent white paper on setting up an automated survey that is sent via email and then updates the customization satisfaction fields by using the ATG update action. This white paper can be obtained from The Marks Group.

Heat: Email Makes Approval Easier

A client asked this about Change Management approvals: Most of our Change Managers are not Heat users. Is there another way to approve changes?

Yes, you can use email to accomplish the same thing as clicking the button on the Change Management form. To do this, you will need to use Auto Ticket Generator and the Update Ticket function.

This method uses the ATG Update Ticket to update Heat Detail fields as if the button was clicked. This Detail form can also be customized to reflect the roles used in your organization.

To start the Change Management ticket:

- Use the Subset to record the person that initiates the change ticket.
- Enter the details of the change in the Call Description.
- Select Change Request in Call Type and Change Management in Category
- This will enter Change Log as the heading in Call Logging
- This will open the Detail form for Change Management
- Enter any information in the Detail form and save the ticket

This ticket is now ready to be reviewed and the change approved (or disapproved) by the change managers. To use email to approve a change, you must setup the ATG update ticket action. If you do not have the Update function set up, the basic steps are below:

* Create a new module in ATG using the Update Ticket action
* Select the option to Update based on condition, add the condition to the Subject line
* Indicate the Customer Type and make Call Type
* Fill in the required fields and make Call ID the field to identify the ticket to update
* Link the Call ID field to the Subject of the email, leave the Profile Link unchecked.

To approve the change:
* An email must be sent to each manager (via an autotask)
* The Field from Body must be filled in with managers information
* The fields should be filled with Login, Current Date(), Current Time().
* The manager replies to the email, the Update Ticket function recognizes the Call ID
* Make sure the Call ID is in the Subject line
* Use the Field from Body contents to update the correct fields under each Manager

Using email to approve Change Tickets (once setup) makes approval easier and will increase the use of a Change Management system.

Thursday, May 29, 2008

GoldMine Video Tips

You can now view many of the GoldMine tips posted at Search for marks-group-goldmine and you will have access to short video clips demonstrating the tips posted here.

Heat: Change Management

A client had this question about ITIL: Does Heat 8.4 offer Change Management capabilities?

There are a number of ways to implement Change Management in Heat. The first way is out of the box. There are Change Management Call Types, Categories and Detail forms that allow you to setup the basic Change Management process as you progress towards ITIL compliance.

To implement this, you can load the Demo Data (either through the Quick Start Wizard or LoadDB) which has these Change Management functions. To track a change from beginning to completion, you would use the following Heat features:

* Open a new ticket > Enter a customer > Select the Change Request Call Type
* Select Change Management as the Category > Change Log should be the header
* Open the Detail form > Select the Change Type > Review the Approval form
* Click on the Approval/Disapproval button > User, date and time should fill in

This form records the approval process as implemented by your organization. For more elaborate methods of approval the form can be customized. There is also an add-on module for Heat that offers Change Management.

Heat: ITIL Question

A client recently asked: Is Heat 8.4 ITIL compliant?

This is not a simple Yes or No question. Becoming ITIL compliant is a process and Heat can be made to pass the Pink Verify ITIL checklist and other tests of ITIL compliance. Below are some measures that can be taken to move toward ITIL compliance using Heat.

When ranking the importance of ITIL for their service desk, most companies rank Incident Management as the area most affected when ITIL measures are applied. Incident Management is the quick turn around area of the help desk where between 75 and 85 percent of calls are handled. It is not surprising that this is where most companies start using ITIL practices.

When using Heat, Incident Management is handled primarily by Call Logging. Incorporating ITIL in the Call Logging module can both bring you closer to ITIL compliance and also improve the efficiency of the help desk.

Changes you can make in the Call Logging module are:Category: This field is used to categorize items specified by the Call Type. It also put the banner on the top of the Call Logging form. Why not use this field to increase the visibility of the ITIL functions?

To do this, you would use Table Maintenance to add or modify the Categories:

* Open Accessory > Table Maintenance > Category
* In the Heading field, enter ITIL related categories
* These could include Incident Log, Change Log, Project Log,
Maintenance Log and Configuration Log.

This ties the Category to the related ITIL function. For example, if you select Change Request as a Call Type, you should get the option of Change Management or Project Management. When you select one, a corresponding heading will appear in the Call Logging form. For Change Management, you would have a heading of Change Log, for Project Management you would receive a heading of Project Log.

Wednesday, May 28, 2008

CRM: Closing Faxes

A client recently had this issue: We send out a large number of faxes each week. How can we close multiple activities automatically instead of manually?

Because the client wants to track each fax in the history for each account record, the faxes sent out each week results in a large number of fax records that have to be closed manually. By creating a workflow and applying it to the fax records, the client could all the fax records at once.

The workflow steps are below:

Besides faxes you should also create similar workflows for each type of activity you work with so that you can also close them automatically when you need to.

* click Settings, > click Workflows.
* On the Actions toolbar, click New.
* In the Create Workflow dialog box, set required properties for the workflow.
* In the Workflow name box, type Bulk Close Fax Activities.
* From the Entity list, select Fax.
* In the Type area, make sure that New blank workflow is selected.
* Click OK.

In the Workflow Properties area in the top half of the Workflow form, set additional properties for the workflow.

* From the Publish As list, select Workflow.
* Under Available to Run, select On demand.
* Under Options for Automatic Workflows, clear the Record is created check box.

* In the Workflow Logic area in the lower half of the Workflow form, click
Select this row and click Add Step.
* On the Workflow Logic toolbar, click Add Step and select Change Status.
* Click Type a step description here and replace the default text with Set status of fax to Sent.
* From the first Change record status to list, select Fax, and then select Sent.
* On the Form toolbar, click Save.
* On the Form toolbar, click Publish, and then click OK.
* Click Close.

To apply the workflow to your activity records:

Now that you've created and published your new workflow, you can use it to close your activity records. Note: Once you've closed an activity, you cannot edit or reactivate it.

* In the Navigation Pane, click Workplace, and then click Activities.
* From the Type list, select Fax.
* Select the fax records that you want to close.
* On the Actions toolbar, click Run Workflow.
* In the Look Up Records dialog box, select your Bulk Close Fax Activities workflow, click OK.
* In the confirmation message, click OK.

CRM starts your workflow and changes the status of the fax records that you selected to Completed, with a status reason of Sent. You can view closed activities in the activity's history. In the activity record, under Details, click History.

CRM: Marketing List Types

A client asked: How can I set a default Member Type in Marketing Lists?

A marketing list can be only one of three types, an Account, Contact, or Lead, so when marketing lists are created, you can specify the type of members that can be added to the list. For example, if you create a leads list, you can add new leads to the member list but you cannot add accounts or contacts.

It is likely that most new marketing lists your business creates will be one type, Leads. To prevent mistakes during the creation of new lists, the marketing manager can request the enablement of a default type-value to appear in the Member Type list box. The following steps walk you through customizing the Member Type typecode field using an OnLoad event.
Configure the OnLoad event for the Task form

* Click Settings > Click Customization > Click Customize Entities
* Select Customizable Entities > Select Marketing List
* Under Details > Select Forms and Views.
* Select All Forms and Views > Select and then double-click Form
* Select Member Type > Click Form Properties
* Under Events, select OnLoad > Click Edit
* Select Event is enabled and paste the following code:

var Account = 1;
var Contact = 2;
var Lead = 4;

if (crmForm.all.createdfromcode.DataValue == null)
crmForm.all.createdfromcode.DataValue = 4;

* On Marketing List click Save and Close
* On the Entity: Marketing List form, click Publish.

Once an integer corresponding to a typecode is selected as the default, when new marketing lists are created, the Member Type default specified (Account = 1, Contact = 2, or Lead = 4) appears in the Member Type drop-down list.

In the above code, the default is 4 or Lead. If you create a new Marketing List, the Member Type will be auto-populated with Lead. If needed, the type can be changed using the drop-down but by having a default will limit mistakes made in the type of list.

CRM: Phone Call Workflow

A client recently had this question: I have a large number of phone calls to make and want to assign them to another employee. When I change the owner, however, why does the call remains in my activity list?

In this case, changing the owner does not reassign the phone call and take off your activity list. You must change the Sender to get the calls off your activity list.

For a few calls:
* Open the phone call > change the Owner to the other employee
* Change the Sender to the other employee
* The phone calls should disappear from you activities

For a large number of calls, you would want to use a workflow:

* Select Settings > Workflows > Click New
* Uncheck “Start when record is created”
* Check “On Demand” > Select first row > Click Add Step
* Add if Phone Call (Acvitity) equals Current User
* Insert another step below first step > Update: Phone Call
* A Phone Call form will appear > update sender and owner to new user
* Save and Close > Publish the Workflow

* Return to Workplace > Activities
* Click Workflow > A List will pop-up
* Select your update workflow (in our case: Sender)
* After the workflow runs, the phone calls should disappear

In our case, we changed the sender and owner to Paul West from Administrator. You can add other steps to the workflow to further break down which phone calls are reassigned and their sender changed.

CRM: Change User and Logon

A client recently asked: How can I change the user name and logon name for a user record in Microsoft Dynamics CRM?

This is fairly easy to do. You will need access to Active Directory, Settings on the CRM web client and the ability to create a temporary user in Active Directory.

To modify the user name and logon, you would do the following:

* In Active Directory, modify the user account
* Open CRM 4.0 as a System Administrator user
* Click Settings > click Administration > click Users
* Open the user record that you want to change
* In the Logon box, type a temporary Active Directory user
(I created a temporary user called “Temp User” for this)
* Click Save
* In the Logon box, type the modified Active Directory user account
* Click Save and Close.

This should bring forward the changes made in the first step to the current version of the CRM user.

CRM: Logging in as other users

A client asked: When I open the CRM web client using http://crmserver:5555, it opens with my user logon. Is there a way to logon as other users?

Yes, there are a couple of ways. They are detailed below:

* Open Internet Explorer options
* Select security options > select Intranet Options > Custom Level
* At the bottom in User Authentication > check “Prompt for user name
and password” instead of “Automatic logon”.
* This will ask you for another user logon

This method may not work depnding on your authentication. The other way is to do the following:

* Right-click on the Internet Explorer icon
* Select Run As and fill in the user of choice
* This will open up the browser as that user and
* Type in the CRM web page it will open as that user

Wednesday, May 21, 2008

GoldMine - Creating and queuing and e-mail

Many clients want to create an e-mail blast and queue it to send at a later time. This can easily be done in GoldMine.

* Make sure you create the filter you want the e-mail sent to first
* Click on the Communicate button and choose Send E-mail or click on the Mail Center Button and choose New E-mail
* To the left of the From and To boxes are 3 small buttons. Click on the last button
* Check the box next to Merge this E-mail to a group of contacts and choose from the options below who you want to send the e-mail to
* You can either type in your Subject Line or choose a Template from the drop-down menu
* Next, click on the second small box on the left of the From and To
* Click on the Queue, Calendar and History Options button
* Enter the time, date and complete the additional options
* Click on the Queue button and the e-mail will be saved and sent at the time and date you set

GoldMine - E-mail signature file

You can easily create a signature template in GoldMine to have your signature file on the bottom of all of your e-mails.

* Go to the Write Center
* Highlight the E-Mail Templates Folder and right click on it and choose new
* In the body of the e-mail type in your signature line - you can add a company logo, etc. also
* In the reference line name put in a reference such as “Gene’s E-mail signature” and click on save icon (disk) in the top left
* Highlight the template you just saved and right click on it and choose Save as Default and then choose New Message
* Repeat this step and choose Reply and Forwarded Messages
* Your signature line will now be at the bottom of all new, replied and forwarded messages

GoldMine - Searching for e-mail

Many clients receive e-mail and file it and need to reference it later and don’t want to search through history on the record. There is an easy way to search for e-mail in the Mail center.

* Open the Mail Center
* Right click in the area where your e-mail folders are and choose search
* An E-mail Message Search box will appear
* You then can fill in the information you want to search for based on where it is filed, who it was from, recipient, information in the body of the e-mail, etc.
* Click on the Search button and any e-mails that contain the information you specified will be returned

GoldMine - Automatically emptying your trashcan

Many clients want to automatically empty their trash or deleted folder in GoldMine when they close out of their e-mail center. You can do this by changing your preferences.

* Go to Edit/Options (Edit/Preference in previous version of GoldMine)
* Click on the E-mail tab and click on the More Options Button
* Click on the E-mail center Tab
* Check all three boxes under the Trash Can Settings
* Now when you close your e-mail center a box pop-up asking if you want to “Empty the Trash Can” and you can choose to have it empty the folder as the e-mail center closes

GoldMine - Delete corrupt e-mail

Clients always seem to have encounter a corrupt e-mail that that they cannot delete from their inbox. If you follow the steps below you can delete the e-mail in the Activity List. You must be logged in with master rights.

* Choose View/Activity List
* In the Activity drop down choose Message (in previous version of GoldMine choose the e-mail tab)
* Locate the email in the list (make sure you have the settings set to the correct user and date - right click and choose Options/Date Range and set the date so it will include the date the of the email and Option/User to change to the correct user)
* Right click on the email and choose delete and the e-mail will be deleted from the Activity List and your inbox

GoldMine - Redirecting e-mail to another employee

An employee leaves the company and the client wants to redirect his/her e-mail to another user for a period of time. This can be done by setting up a rule in GoldMine e-mail.

* Open your email center and click on the Actions button across the top and choose Set up E-mail Rules
* The E-mail rules center will pop-up
* You want to direct all of Gene's e-mail to Susan
* Right click and choose New Rule Set
* The E-mail Rules Wizard will pop-up and walk you through creating the rule, its condition and action
* Name the rule (i.e., Redirect Gene’s e-mail to Susan) and choose Incoming Mail as the type of mail this rule should handle
* Click next
* You will now define a condition
* Choose ALL of the following conditions must be true
* Click on the New button
* In the Mail Field choose To
* In the Logical condition field choose Equal to
* In the value field type in Susan's e-mail address (i.e.,
* Click on OK
* Click Next
* On the next screen you will specify what action to take when mail comes in for Gene's e-mail address
* Click on New
* Click on Action on Mail field and choose Re-direct from the drop-down list
* Choose the GoldMine user option and choose Susan from the Address field’s drop-down list (or you type in an e-mail address to which the e-mail will be forwarded)
* Click the Send Immediately option to activate it
* Click on OK
* Click on Finish
* You will now see the rule in the E-mail rule center with the box next to it checked and all of Gene's incoming e-mail will not be forwarded to Susan

GoldMine - Sending an e-mail template to a contact or group of contacts

Once you have created your e-mail template below are instructions on how to send it to a contact or group of contacts:

* Go to the Write Center
* Choose the template you wish to e-mail and highlight it
* Right click and choose merge
* The Mail Merge Properties box will pop up
* You can now choose who the recipient will be – an individual contact and it’s secondary contacts or a group or filter
* You also have the choice of sending the e-mail immediately or queuing it for delivery
* Next go to the File in History Tab
* You have two option – you can just create a history item that tells you the e-mail was sent but does not include the body of the e-mail, or you can save the entire Template in history. Depending on the type of database you have (SQL or dBase), the size of the message and contents, i.e., graphics and the number you are sending, you should be careful when choosing this option
* After you choose all your options click on Okay and your e-mail template will be sent to the contact(s)

GoldMine - Creating an e-mail template

You can easily create an E-mail template in Goldmine by following the steps below:

* Choose Edit/Custom Templates
* The Document Management Center will pop-up
* Highlight the E-mail Templates folder at the bottom
* Right click and choose new and an Edit E-mail box will open
* Type in a Subject
* Go to the message area and type your e-mail
* You can add GoldMine fields to merge into the e-mail by clicking on the Insert GoldMine Field icon
* When you are finished click on the Save template icon and the template is saved and named with what you entered as the subject

GoldMine - Auto retrieving e-mail

Many clients like to have their e-mail automatically downloaded into GoldMine. You can have GoldMine auto-retrieve you e-mail by changing the following settings:

* Go to Edit/Options (Edit/Preference in previous version of GoldMine)
* Go to the E-Mail tab (or the internet tab in previous version of GoldMine)
* Click on More Options and click on the Retrieval tab
* In the “Background E-mail Retrieval” section check the box next to “Retrieve mail every _____ minutes”. You set the time interval. i.e., GoldMine will retrieve your e-mail every 15 minutes if you enter 15 in the box
* Click on the accounts tab and highlight your account
* Click on Edit and check the box next to “Auto-retrieve” and click on Okay until all the changes are saved
* You e-mail will now be automatically retrieved at the time interval you set

GoldMine - Setting up to send and receive e-mail

Many clients receive their e-mail in GoldMine. Below are basic instructions on how to set up GoldMine to send and receive e-mail.

* Go to Edit/Options (Edit/Preference in previous version of GoldMine)
* Go to the E-Mail tab (or the internet tab in previous version of GoldMine)
* You must enter your POP3 address (incoming e-mail) and your SMTP address (outgoing e-mail). If you do not know this information you can obtain it from your IT professional or your internet provider
* You must also input your e-mail address (i.e., and e-mail password. If you leave the password blank you will be prompted to enter your password each time you download your e-mail into GoldMine
* You should also input your return e-mail address
* If your systems requires authentication click on Account
* Highlight the account name and click on Edit and then Advanced Options
* The Advanced Account Settings box will pop up
* Enter into your authentication information (again, this information can be obtained from your IT professional or internet provider) and click on okay until you save all the information
* When you open the e-mail center you should now be able to download your e-mail into GoldMine when you click on your account name

Friday, May 16, 2008

Did you know that QuickBooks has many shortcut keys that make doing tasks quicker, better and easier? Here are just a few...

From any “date field” within QuickBooks:

Type”Y”- first day of year
Type”R”-last day of year
Type”M”-first day of month
Type “H”-last day of month
Type “T”-today’s date
Type”W”-First day of week
Type “+”-next day (also next form #)
Type”-“-prior day (also prior form #)

Other Shortcut Keys:

CTRL-A: displays chart of accounts
CTRL-F: displays “find” window for searching
CTRL-F6: displays next open window
CTRL-1: displays important QB’s data
CTRL-H: displays transaction history
CTRL-I: displays the create invoice window
CTRL-J: displays the customers/jobs list in the customer center
CTRL-N: displays new transaction window
F5 – refreshes the displayed report/window
CTRL-W: displays the write checks window

An Enterprise clients asks how to refund sales tax erroneously charged to customers.

A client has several items on an invoice to a customer. Some of the items are taxable, and some are not. They mistakenly applied sales tax to all the invoice items. The invoice was paid in full, and the error was discovered later.

Assuming that the period in which they discovered the error was later than the period in which the sales tax return was due on the original invoice, and that the company is on a cash-basis accounting system, here's a nice little QuickBooks trick that will come in handy.
This trick will avoid having to create an amended sales tax return.
1. Create a credit memo to the customer for the current date.
• Use the invoice item you mistakenly placed too much tax on (i.e. the invoice item, such as "consulting services").
• Apply the amount that, when taxed, will create the amount of tax you want to adjust.
• Apply the sales tax immediately after this line or make sure the sales tax column says taxable for the correct sales tax rate.
• Next, create another line with the exact same invoice item for the negative value of the exact same amount.
• Make this item non-taxable.
• Make notes as appropriate so we don't forget that this was for a year from now.
• Save the credit memo.
• As you save it, the system will ask you if you'd like to "retain a credit" or "give as a refund". That's up to you whether you want to issue a check or apply the credit on the next payment.
2. Print your credit memo (it will be available in your print queue if you checked "print" on the form).
3. If you opted to refund with a check, print your check. If not, apply the credit as normal upon the next payment.

Here's the net effect of this method:
• Your income account will be a pass-through, with $0 change for the credit memo.
• Your sales tax report will show both the positive and negative offset, but will also be a net change of $0.
• Your sales tax liability will be reduced by the sales tax amount refunded for the next sales tax filing.
• If you opted for the refund check, no change to A/R. However your cash account will be lower by the amount of the refund.
• If you opted to retain a credit, your A/R will decrease by the amount of the credit, as is customary for any credit memo. For the future: Make sure you group the taxable invoice items first before applying the sales tax. Make sure your non-taxable invoice items are after the sales tax line item.

An Enterprise user asks, "What is the procedure for issuing a credit card refund for a customer overpayment?"

If a want to issue a refund, for overpayments or other existing credits via credit card, follow this procedure.
1: Display the payment that caused the overpayment.
2: Click Refund the amount to the customer in the lower left of the payment screen. Then click Save & Close.
3: On the Issue a Refund screen, enter "Refund of overpayment" in the memo field then change the "Issue this refund via" field to VISA (or other card name).
If you use the QuickBooks Merchant Account service, you should click Process credit card refund when saving before you save the refund transaction. This will process the actual credit to the customer’s credit card.
4: When you refund by credit card, QuickBooks will credit the Undeposited Funds account and tag the transaction with the payment type you selected on the refund. The next time you record a deposit, you’ll see the negative amount in the Payments to Deposit screen. Select this amount along with all the positive amounts for the day and the total “net” deposit will be recorded in your register.
5:If the refund does not offset any other deposits for the day, you will end up processing a negative deposit. QuickBooks handles a negative deposit in the same manner...there is no special procedure to follow.

A QuickBooks Enterprise client applied a customer credit to the wrong invoice and wants to know how to fix the error.

In order to correct this error, open the invoice to which you applied the credit and follow these steps.

1.Click the History button at the top of the transaction window to display the list of all transactions linked to this invoice.
2.Click the listing for the credit you want to change, and click "Go To", to open the original credit transaction.
3.Change the customer name to another customer. (It doesn't matter which customer you choose because you're going to change it back.)
4.Click "Yes" in any warning dialogs QuickBooks displays about the results of making this change. Now you've destroyed the link between the credit and the invoice to which it was originally applied. (QuickBooks returns you to the original invoice window, where the credit no longer appears in the History dialog.)
5.Open the credit transaction you just moved to another customer.
6.In the Create Credit Memos transaction window, change the customer name back to the original customer name.
7.When you save the transaction, QuickBooks offers the original choices for applying this credit. Choose the correct invoice.

Monday, May 5, 2008

MSCRM: Track Project Activities

A client recently asked: How can I track activities associated with a project?

We are asked all the time about how to track activities to a specific client project. This is an enhancement that has been made to Dynamics CRM that makes it really easy.

This can be done without writing javascript or using .NET. You just have to know how to use the Customize menu in Dynamics CRM.

First, go to the Customize menu (under Settings) and add a new Project Entity (by the way, this Microsoft-speak to add a new table) For completeness, the steps are below:

* Select Settings > Select Customization
* Click New (Entity) > Complete the Form
* Add Name > Select Ownership
* Check the boxes you want (including where the form should appear)
* Click Save

You now have your basic entity (table) and can add attributes (fields) that you want to capture on the Project Header, such as Project Name, Budget and Time Frame. You can add these right after you save the project entity above (note: click Save, not Save and Close)

* Click on Forms and Views > CRM already has a Name and Owner
* Click Attributes > review the preexisting fields > add new attributes
* Add Budget field > Add Due By field > Save and Close
* Select Forms and Views > Choose Main Application Form
* Add the new field (attributes) > Change Name label to Project Name
* Save and close > Publish the changes
* Create a relationship between Activities and Project (1:N)
* Create a relationship between Account and Project (N:1)

Now you will be able to add Projects under the Project entity on the left navigation bar. You can add activities to this Project and associate them with an Account. You can also view these Project Activities under the related Account and the Activities menu under Workplace.

Friday, May 2, 2008

Mistakes I've Made

My May 2008 Business Week Column is all about mistakes I've made with clients in the past.