Friday, February 27, 2009

HEAT: MapQuest Directions in HEAT!

2. A client asked: We use both Goldmine and HEAT 8.45. We really like the GM+ Browser in Goldmine. Is there anyway to create this in HEAT?

Yes, a similar feature is included in the latest version of HEAT, Version 9.0. On the Call Logging form, there is a "Web Browse" page that functions like the GM+ Browser in Goldmine and it is actually easier to use (no need to write html).

To use the Web Browse in HEAT 9 for MapQuest directions, you would do the following:

* Select Autotask > Manage Autotasks (websites are added with an autotask)
* Select Add > Enter the Autotask name
* Click Add > Select Web Browse
* Add the Page URL >
* Click the checkbox for "Submit a Form for the PageURL"
* Click the Auto Fill button > the webpage (Mapquest) opens in a window
* On the drop-down Select Form, select directionsForm
* The text boxes on Mapquest to be filled will flash
* Enter placeholder characters in each box (e.g. xxx) > these will be used later
* Click OK > Values will appear in the POST/GET DATA text box
* Replace the xxx's with the correct HEAT field (insert field) or a static value

Make sure to use the GET function and also that your state is the two digit code, not the full state name.

Below are the contents for the POST/GET Data box for directions from the Marks Group address to the customer's address stored in the Profile:

&start$addressLine1=45 E City Ave&start$addressInput=&start$city=&start$state=PA &start$postalCode=19004&end$query&end$addressLine1={Profile.Address1}&end$addressInput=&end$city={Profile.City}&end$state={Profile.State}&end$postalCode={Profile.ZIPCode}&options$type=fastest&options$type=shortest&options$avoidHighways=true&options$avoidTollRoads=true&options$avoidSeasonal=true

Note: this data string was created by using the procedure above. No knowledge of the scripting was required (you just point and click)

HEAT: Parent-Child Call Tickets

A client asked this: Can HEAT be configured to create a Parent-Child relationship between call tickets?

Yes, in HEAT version 9.0, there is a new autotask called Goto Call(Ticket). Use this action to search for a specific call record; performs the same action as Ctrl+G or File > Go to Call ID, enabling you to open a specific Call Record by its Call ID. You can also use HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to configure an expression that identifies which call(s) to go to.

Utilizing HEAT field values, you to link calls by storing Call IDs in fields for a record, then execute the action using a command button, which results in the stored call record being opened.

Note: If you run the Go to Call AutoTask before the current call record has been saved, you will be prompted to fill in all fields required to save the call record, so the current call can be saved before the AutoTask runs.

To Create a Goto Call Action:

* Select Autotask > Manage Autotasks
* Click Add > Enter the Autotask Name
* Click Add > Select Goto Call(Ticket) > Click OK.
* The AutoTask Goto Call Action dialog box opens.
* In the Title field, type a name for the Goto Call action.
* In the Call ID expression field, type the Call ID for the call record (as
shown in the Call Status Banner).
* With your cursor in the Call ID expression field, you can also click Insert to use HEAT field values, @Functions, filenames, temporary filenames, assignments, journals, or counters to configure an expression that identifies which call(s) to go to.

HEAT: Export Call Browse to Excel

A client wants to know: How do I get the information out of the Call Browse windows (Ctrl B) other than printing it?

This also depends on which version of HEAT you are using. If you are using HEAT 8.45 or below, there is really no viable way to extract the data. You can copy but only one row at a time.

So, enter HEAT version 9.0. This has an Export button on the Call Browse window
and can export to several data types (Excel, XML and text).

To export:

* Click Ctrl B > Maximize Window
* Sort by Column > Click the Export button
* Navigate to a location > Save as an Excel, XML or text file

This is a small tip but a huge feature. This allows you to export based on any Call Group you can create. It allows you to delete columns (click on column and drag down). It allows you to change the column order (click on column and drag right or left) and then sort by the moved column and print. You can restrict to show only Open calls (by the Call Group), eliminate entries without information in your key column (Call Group), etc. You get the idea, this is an extremely fast way to report on any call group formatted however you want. And after you export to Excel, you can use all the Excel features (like graphs, pivot tables and macros).

HEAT: Create Restricted Call Groups

A client asked this: We are using HEAT 8.45 and want to restrict the calls of a specific group of users from the rest of the HEAT users. We do not want to use a separate database - is there any other way to do this?

Yes, it is a bit labor intensive, but can be done:

The primary tools available are view sets and call group security. In addition, the use of security roles and teams are implicit in this method of securing the data for a group (or groups) of HEAT users.

View sets are used to restrict which fields are viewed on a HEAT form. For example, if we want to restrict certain fields from appearing in the Profile then we can create a view to show that only to the restricted group. Views can also be assigned to Teams, so we can restrict IT analysts from viewing Team views that are classified as the restricted team.

View sets would in concert with Call Group security to lock down the HR data. Call Group security is outlined below.

In Administrator, it would be necessary to lock down the following rights by security role. This would involve having an Unrestricted security role and a Restricted security role.

The rights that would be restricted are:

* Team Groups
* Heat Board
* Call Groups
* Simple Searches
* Right to Go To Call

So, under the each security role, they will be given specific access to view the Call Group, Team Group, Heat Board, etc for their calls only. The respective departments, however, would not be allowed to create any of the above items or enable them.

As an additional layer of security, in the event that something is missed in the security role definition for IT, the following group would serve as a catch-all for any Restricted ticket that might inadvertently appear:

For example, if you use the Dept field o designate which are Restricted tickets, then you can create a Call Group that designates all open assignments that are not closed, not resolved and not in the Restricted department as Active IT Calls and that is all they will be allowed to view

Note: for handling Call Browse, by restricting Call Groups, you would restrict Call Browse to only showing tickets in their allowed Call Group.

Note: for handling Go To Ticket (to prevent someone from randomly entering ticket numbers under Ctrl G, there is a right in Administrator called Right to Go To Call, which would be disabled for IT except for tickets in their allowed Call Groups.

HEAT: Yes-No Message Box

A client recently asked: Is there any way to enhance the dialog box that pops up when you run the Prompt() or ValidatePrompt() functions?

Yes, there are two ways to approach this, the hard way and the easy way. First, if you are using HEAT 8.45 or lower you will need to use the hard way. This method requires that you use the HEAT API and create a custom pop-up box that is created in or This involves writing software in one of these languages, learning the functionality of the HEAT API and then connecting to the HEAT data through the API. Plan on spending some time on this and be sure to involve your partner because the API is not available directly to customers.

The easy way is to upgrade to HEAT 9.0. This provides an autotask function that can be used to create a message box with multiple lines of text, inserted functions or fields (e.g. password) and instructions to the user (e.g. "To continue with the reset of the received date/time, press Yes. Otherwise press No to cancel")

To create this in version 9, you would do the following:

* Select Autotask > Manage Autotasks
* Click Add > Enter the Autotask Name
* Click Add > Select the Display Message Box action
* Click in the Message Box Text field
* Select the font, font size, bolding, text alignment, etc
* Enter the message the you want the user to see
* Enter any HEAT fields or functions you would like in the message
* Select the message box option - either OK, OK/Cancel or Yes/No
* You can also specify an icon and auto hide timeout

Click OK to save the autotask. This autotask can be assigned to a toolbar icon, command button or called by another autotask. This allows the Message Box to appear at a decision point and gives you the choice to continue or cancel.

Crystal Reports : Suppressing and/or Revealing Report Sections

While designing a report, you may find it helpful to Suppress (hide) sections, easily Revealing them later.
Within Crystal, right-click on the Section name on the left hand section of the designer.
Then select Hide or Suppress, depending on your need.
Hide will still allow you to "Drill Down" and see the section in question.
Suppress will not allow you to reveal the section at all until you right-click on it and select Show.

Crystal Reports : Using the Zoom Tool

Within Crystal, you may change your Zoom perspective to easier see all objects on a page. This makes it easier to arrange the report to be aesthetically pleasing.

Within Crystal select View Zoom from the top-level menu.

Then enter in your desired zoom level. Typically, a level of 50% will allow you to see the entire page.

Crystal Reports : Converting Numbers to Text

Conversely, you may use a Crystal formula to convert any Numeric field to Text by using the ToText function.
This will allow you to use String functions (i.e. Mid, Left, etc) on any Numeic field.

Crystal Reports : Converting Text to Numbers

When using Text fields, you can convert them to Numeric by creating a formua field and using the ToNumber Crystal function.
This will allow you to perform math upon the text field in question.

Crystal Reprorts : Formatting fields as Currency

Any numeric field can be formatted as "currency" by:
1. Right-click on the field itself
2. Select "Format Field"
3. Go to the "Common" tab
4. Select your Style (i.e. thousands seperator, etc)
5. Click the checkbox labeled "Display Currency Symbol"

Thursday, February 26, 2009

An Enterprise user wants to know what the “QuickBooks Database Server Manager” utility is and how it is utilized.

The QuickBooks Database Server Manager is a utility that allows you to configure the QuickBooks Server for multi-user access. You can use the QuickBooks Database Server Manager to:
• Scan folders for QuickBooks company files that need to be configured for multi-user access.
• Monitor local hard drives to configure new company files automatically.

To Open the QuickBooks Database Server Manager -Go to the Start button, click Programs, click QuickBooks, and then click QuickBooks Database Server Manager.

Scan Folders feature:
All company files stored on the server must be scanned once to ensure that they're configured properly to allow other users access to these company files. Once the Server Manager is open, click the “Scan Folders” tab and indicate which folders contain QuickBooks company files. If you're not sure where files are stored, you can choose to scan entire disks. Click the Scan button. The display bar will indicate which folders are being scanned.Once the scan is complete, the company files in the scanned folders are configured for multi-user access.
Monitored Drives feature:
Use the Monitored Drives feature to keep the QuickBooks Database Server Manager up to date as you add new company files to your server. Once the Server Manager is open, click the “Monitored Drives” tab. Click to select all local drives that you want to be monitored for company files that are added, removed, or renamed.
Note: Mapped drives are not displayed and cannot be monitored.
Updates feature:
Use the Updates feature to download updates to the QuickBooks Server and to view the version of the QuickBooks Server. Once the Server Manager is open, click the “Updates” tab. Follow the onscreen instructions to check for and install updates.
System feature:
Use the System feature to find system information about the computer where the database server is installed. Click the System tab in the Database Server Manager.Review the system information for the computer where the database server is installed.

An Enterprise user wants to know how to resolve the issue of duplicate customer records...

The best way to handle duplicate customers (and vendors, also) is to merge them. To do this,select the Customer name you don’t want to use and in the Edit window, change the customer or job name (at the top of the window) to the same name as the entry you're combining it with. Click OK then click Yes to confirm that you want to merge the two names under the same name.

NOTE: Once you merge two customers or jobs, you can't reverse it.

There are a few situations where you can't merge a customer or job:
• You can't combine more than two names at a time.
• You can't combine customer names if both names have jobs. You must first delete or move the jobs from the customer name you want remove.
• You can't merge a customer name with a name from a different list, such as merging a customer with a vendor.

An Enterprise user wants to know how to setup an independent contractor to receive a 1099-Misc at year end.

If you work with individuals or companies to whom you send 1099-MISC forms, you can set up QuickBooks to track all 1099-related payments. At the end of the year, you can have QuickBooks print your 1099-MISC forms.

First open the 1099 tax preferences. Edit>Preferences>Tax:1099. Select the Company Preferences tab and for the “"Do you file 1099-MISC forms?" option, select Yes. Next link the 1099 categories you report to the IRS to the QuickBooks accounts you track them in, and then click OK.

Once the preferences have been set up, you need to set up the vendors eligible for receiving 1099-MISC forms. To do this, select the vendors from the Vendor Center, click on “Edit Vendor” and on the Additional Info tab enter the vendor tax ID number and then check the “vendor eligible for 1099” box.

Each time you make a payment to a 1099 vendor, QuickBooks automatically adds the amount to the total you must report on the vendor's 1099-MISC form. You can view your 1099-related payments by creating 1099 reports. After verifying that the reports include the right vendors and cover the right accounts, you can print 1099-MISC forms for your vendors on preprinted forms designed for your printer.

A QBE client recently encountered an issue where customers were disappearing from their customer list and they weren’t sure how to get them back.

I’ve seen this happen on several client customer lists and have not received a satisfactory answer from Intuit as to why it occurs. It can, however be rectified.

To re-populate the customer list with the missing customers you will need to rebuild the data file. To do this, from the File dropdown, select Utilities and Rebuild Data. You will be prompted to make a backup copy of the data file prior to the rebuild. Once the rebuild is complete, check to see if the missing customers have been re-populated. Sometimes this rebuild has to be done a few times for it to work.

An Enterprise Client asks, “What’s the best way to handle a bounced (NSF) check from a customer?”

When a customer's check is returned for insufficient funds, perform the following steps:
1. Create items for tracking bounced checks and their associated charges (a one-time setup task).
2. Use the items created in step 1 to re-invoice the customer for the bounced check, plus any bank fees you want to recover. This step also backs out the original transaction on your books.
3. (Optional) QuickBooks has a Bounced Check letter that you can send along with the new invoice.
4. Enter your bank's bounced check charge when you reconcile your bank statement.

GoldMine: Schedule Activities without Linking to Contacts

To schedule activities without linking them to GoldMine contacts, follow the steps given below:

Click Schedule on the main menu bar.

Choose Appointment from the drop down box.

Click the 'Detail' tab.

Uncheck the 'Link' option.

Click Schedule.

GoldMine: Creating Resources for Activities

Resources for activities include items like meeting rooms, company cars or equipment. When you schedule a meeting, you can also schedule the resources by following the steps given below:

Select Tools>>Configure>>Company Resources. The Resources Master File will appear. Click New.

Type the Resource Name and Profile.

Type or Select the Code.

Select the Custodian (person responsible for the booking) or leave it as public.

Click OK.

GoldMine: Specify Rights for Contact Fields

You can specify rights for a contact field in GoldMine by following the steps below:

Right-click the field for which rights should be set and select 'Properties'.

'Field Properties' dialog box will be displayed. Click 'Security' tab.

Specify rights for the field and click 'OK'.

GoldMine: Using GoldMine to Forecast Sales

You can record the anticipated close date of a pending sale, sales amount and the probability of sales closing through 'Forecast sales schedule' in GoldMine.

Open the “Schedule Forecast Sale” dialog of a contact record by first opening the contact record in GoldMine and then clicking Schedule menu, followed by selecting Forecast Sales.

Click on the Contact drop-down arrow and select additional contacts.

From the drop-down list, select the Opportunity/Project to associate the sale with; or click New and create new opportunity or project.

Select the Product and its Code in the F2 Lookup list.

Select the User for whom you are scheduling the forecasted sale. The forecasted sale appears on the user's calendar.

Type the number of product Units the customer is expected to purchase, and the Price of each unit. The Amount field automatically calculates the total based on the entries in the Units and Price fields.

Select the Probability in the F2 Lookup list. This field is expressed as a percentage.

Select the expected Sale Date and type any special Notes related to the forecasted sale.

As in other scheduled activities, you can choose to link, alarm, or RSVP an activity by checking the different options.

GoldMine: Formatting Fields

Did you know that you can format fields in GoldMine and make them look consistent throughout? To ensure a consistent format for a field in GoldMine, you have to activate the convert case/format feature.

Select Tools from the main menu bar.

Select Global Replace Wizard from the drop down menu.

Choose "Update a field using advanced options" from the Wizard.

Select the field you want to format.

Select the proper case/format conversion option from the 'Convert to' options and click OK.

GoldMine: Searching Notes in GoldMine

You can search your notes in GoldMine using the Contact Search Center.

Open the Contact Search Center (Lookup >> Contact).

For the 'Lookup' field, from the drop down list, select 'Notes'.

Similarly, for the 'that' field, select 'Contains' from the drop down list.

In the last field, type in the word that you are searching for and hit 'Find'.

The result will list all contacts whose notes contain the word you have searched for.

Note: To search for multiple words in notes, click on the 'Insert Condition' button, choose And/Or and input the next word you want to search for.

GoldMine: Use Filters to Find Lost Contacts

Have you ever wondered which contacts in your GoldMine database have not been contacted in the past 6 months or more? Did you know that you can create a filter that will tell you just that?Here’s how:

From the menu, select Lookup >> Filters. This opens the Filters and Groups dialog box.

Select the 'New' button to open the 'New Filter' dialog box, containing 3 tabs - Properties, Build and Optimize.

In the 'Properties' tab enter the Filter Name (for example, Not Contacted in 6 months).

Click the 'Build' tab and in it, select the Field name as "Lastconton", the Operator as "Lesser or Equal" and enter the Value as "07/01/2007" (the Value is the date from which you would like to count the number of untouched contacts).

Select the 'Insert Condition' button and click OK.

The new filter created will be displayed in the Filters and Groups dialog box. Right click on the new filter and select 'Count' to find out how many contacts were untouched from 07/01/2007 or whatever date you chose.

GoldMine: Schedule Activities to a Team of GoldMine Users

Did you know that GoldMine allows you to schedule activities to an entire team at one go? If you have more than one person in your sales team working on the same account, you can use GoldMine to schedule tasks to everyone involved at the same time. Here's how you can do it:

Select the contact (account) for which you would like to schedule an activity.

Select Schedule and choose the type of activity.

In the next window, click on the Users tab and select the users (sales people) you wish to add - simply click on the user name in the left-hand column and use the Select button (arrow) to add it to the right-hand column.

Use the Free/Busy tab to check scheduling conflicts for the users.

Once you have added all the sales people, click on Schedule. This will add the activity (appointments, calls, etc.) to each GoldMine user’s calendar and activity list.

GoldMine: Keeping Up With Follow Ups - A Key To Success Made Easier

Here’s a good way to manage ‘follow-ups’ or FUPs.

If you need to call someone or meet with someone at a specific day or time, you would schedule a call or an appointment. The follow-ups discussed here are ones that don’t necessarily need to be done on a specific date or a specific time, but are scheduled so you can remember to touch base with someone on the phone or by dropping them an email.

First, schedule a “Next Action” via Schedule > Next Action. In the reference line use “FUP if Not Heard From” (adding that as a drop down makes this quicker). In the date field, schedule it out for however many days, weeks, or months makes sense and put an ‘A’, ‘B’, ‘C’, etc. in the Time field which makes it a Priority.

After scheduling, these activities will be displayed in the ‘Untimed Activities’ section of the calendar.

These will tend to be your lower priority activities, as they don’t necessarily have to be done on a particular day. To make sure they transfer over from week to week and don’t get forgotten you need to check your preferences. Under Tools > Options, on the Calendar tab you’ll see an
Auto-Roll-overs Section.

Check Next Actions so if you don’t get to a particular follow-up it’ll simply roll-over and remain on your calendar until you complete it.

Goldmine: A quick “Google Search” of any GoldMine Contact

The GM+View can display relevant information about the contact you are on from just about any web site out there, but sometimes confusion can occur when a contact has a common name.

This GM+View uses email address instead of name to identify a contact.

To set this up go to File > Configure > GM+View or Web > GM+View in GoldMine Premium Edition. Note: You do need Master Rights to do this.

Then click the New button.

Type in the Template name, e.g. Google Contact Info, then click down into the white space below, then click on the (H) button in the upper right. This allows us to tell the view what we want to display.

After clicking (H) you’ll see some HTML code… Highlight all of it and delete it.

In its place, write the following:

Then choose Save & Exit.

Click OK from the GM+View Tab Settings screen.

Now, within the GM+View tab you can quickly find out more about your contact!

MS CRM: Manage your time and activities with help from reminders

Pop-up reminders—similar to those in Microsoft Office Outlook—are one of the most requested features for Microsoft Dynamics CRM. Although reminders are not available in Microsoft Dynamics CRM, you can take advantage of the integration between Outlook and Microsoft Dynamics CRM for Outlook to display Outlook reminders for most activities, including tasks, phone calls, and e-mail messages.

1. To display Outlook pop-up reminders automatically, create the task, e-mail, or appointment in Outlook with Microsoft Dynamics CRM for Outlook installed.

2. Set the reminder.

3. Save the activity as a Microsoft Dynamics CRM activity.

a. In Outlook, on the form, on the CRM toolbar, click Track in CRM to create a Microsoft Dynamics CRM record.

If you are on the task form, you can select a different Microsoft Dynamics CRM activity to create by clicking the down arrow. You can save the Outlook task as a Microsoft Dynamics CRM task, phone call, letter, or fax.

b. To select a parent record, Click Set Regarding (in Outlook 2007) or Regarding in (Outlook 2003) to select a Microsoft Dynamics CRM record that this activity is regarding.

You can either select a previously used record under Select, or click More to select the record.

MS CRM: Use Read-Only Fields on Workflows

Sometimes you may want to automatically update a field through a workflow, but don't want this field to be modified by the user. If a field is read-only you will find it is not possible to assign values to it on a workflow. To work around it, follow these steps:

1-Uncheck the "field is read only" option on Settings>Customization>(Entity)>Attributes
2-Access the workflow and add the properties you need on the field.
3- Go back and set the field to read-only once again.

MS CRM: 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.

Once you've closed an activity, you cannot edit or reactivate it.

1. In the Navigation Pane, click Workplace, and then click Activities.

2. From the Type list, select Fax.

3. Select the fax records that you want to close:
Press the CTRL key on your keyboard to select multiple records. You can also create an Advanced Find query to find records that meet specific criteria, such as the date that they were created on or the marketing campaign with which they are associated.

4. On the Actions toolbar, click Run Workflow.

5. In the Look Up Records dialog box, select your Bulk Close Fax Activities workflow, and then click OK.

6. In the confirmation message, click OK.

Microsoft Dynamics CRM Online 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.

MS CRM: Close multiple activities with a workflow

When you create a workflow, you can choose to make it available for yourself and your coworkers as an on-demand workflow or an automatic workflow. Automatic workflows start on their own, when the conditions defined in the workflow have been met. You start on-demand workflows yourself, whenever you want to perform the actions defined in the workflow logic.

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

1. In the Navigation Pane, click Settings, and then click Workflows.
2. On the Actions toolbar, click New.
3. 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.

4. 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.

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

MS CRM: Identify neglected accounts, leads, and cases using default reports

Default reports for viewing neglected accounts, leads, and cases all work basically the same. You specify a parameter to define how long a record has been neglected and how to group the data. For the Neglected Accounts report, you can also select whether to include subcontacts and subaccounts.

Run the Neglected Accounts report:

1. In Workplace, under My Work, click Reports, and then double-click Neglected Accounts. The default filter appears. You can modify the filter as needed.

2. Click Run Report.

3. On the next screen, select the number of days that you define as neglected, select the grouping, and then click View Report. You'll see a chart grouped the way you specified.

4. Click an area of the chart to see the details.