Thursday, April 30, 2009

HEAT: That Ticket Was Resolved!

A client had this quesiton: We have a lot of open tickets that are resolved but no one ever went in and closed them in Call Logging. Can this be an automatic function?

Yes, you can tie the resolution of an assignment (or assignments) to closing the ticket. This process uses an If statement to check if all the assignments are resolved when an assignee resolves their current assignment.

If they are all resolved it will prompt for closing information. If they are not all resolved it will resolve just that assignment as normal.

The steps to implement this process are:

* Create a new AutoTask to close the call ticket. This Update Ticket AutoTask will need to include prompts, @ValidatedPrompts or hardcoded values for all Close Required fields and needs to close the call and Save.

* Modify the current Assignment-Resolve AutoTask to include an IF statement action.

* This IF Statement Definition should have the following as the logic for the IF line: [mailto:{@Functions.@AllResolved()}==T @Functions.@AllResolved()}==T]

* The True Response for this IF Statement would be the inserted AutoTask created in Step One above.

* The False Response for this IF Statement needs to be left as the checked option of Run Task.

* When the assignee clicks the Resolve button (associated to the Assignment-Resolve AutoTask), the process will resolve the current assignment, then check if all Assignments are now resolved, if they are it will run the AutoTask prompting the user for Close Required information and close the call ticket.

* If all Assignments are not resolved, the AutoTask will complete the resolution of the current Assignment only.

There are a number of benefits to this approach. It relieves the job of someone going back and closing the tickets. It also creates better reports and metrics by eliminating open tickets that have, in fact, been resolved and should be closed. And perhaps the best part is that it requires no extra actions on the part of the assignees in terms of resolving their assignments.


HEAT: RDP Direct Connect

A client asked: We use Remote Desktop as part of our Service Desk support to connect to a end-user's PC. Is it possible to launch RDP from within a ticket and have it connect directly to the user specified in the Call Ticket?

Yes, this could be done by creating a custom field on the Call Ticket to hold the user's IP address. This would allow a Service Desk analyst or technician to click a button on the Call Logging form and connect directly to the user's PC with the problem.

To create this function, you would:

* Add a field called IP Address to the Subset form of the Call Record
* Add a field called MachineIP to the Profile form
* Create an autofill of the Subset IP Address from MachineIP
* Use the CustID to autofill the Subset with the MachineIP
* Create an Autotask using the Run a Program action
* Create a new Run a Program action AutoTask.
* For the Filename section: type in the value mstsc.exe.

In the Arguments, insert the following text where the bold item is the inserted field from the subset. Note: When using text editors to copy/paste, the inserted field attributes may become broken requiring the field to be re-inserted. If the below text is copied and pasted to the Arguments line, you may need to delete and re-insert the proper field.

Do this by right clicking on the field and use Insert Field from the menu that appears. Note: The /w: and /h are switches for the size of the Remote Desktop window when launched and can be altered. /w: 800 /h:600 /v:{Subset.MachineIP}

Connect this AutoTask to a button next to the Subset.MachineIP field and label it RDP. When an Service Desk analyst or tecch creates a ticket and selects the CustID, the MachineIP will auto fill. That tech can then click the RDP button to automatically launch an RDP session to that particular machine expediting a quicker resolution.

HEAT: More Better?

A client asked about this: We have a lot of custom icons linked to Autotasks/Reports and our Toolbar is very crowded. Is there a way to expand the Toolbar to allow for more icons?

One option to consider is that you do not have to add a single icon for each Auto Task or Report that you want to have easily available on your HEAT toolbar. You can actually add a single icon for Auto Tasks or Reports that are grouped into a folder.

This will allow you to have more Auto Tasks and/or Reports available on your toolbar without having to distinguish between dozens of icons.

In the example below you will see the steps to add an Auto task folder with multiple Auto Tasks to the toolbar by only adding one icon:

* In HEAT Call Logging, go to Auto Tasks > Manage AutoTasks
* Click once on the folder that has the Auto Tasks that you want to add to the toolbar.

This allows you place "group icons" on the toolbar that represent Quick Call Autotasks or Call Trend Reports

HEAT: Copy Call Groups

A client asked: We would like to move our Call Groups between our development environment and our production environment, however, we cannot find a way to import/export Call Groups. Does this functionality exist?

Currently there is not an export/import feature for HEAT Call Groups. Using HEAT, the only way to migrate Call Groups from a development environment into a production environment is to recreate all the call groups.

This is a labor intensive way to recreate the group and is difficult to keep synchronized. Fortunately, there is a way to move call groups from one HEAT environment to another using the SQL Database Copy Tools.

The steps below will allow you to migrate these without the need to do double work. As always, make a backup before making any changes to your Production environment

* Make sure that all users, services, etc are logged out of the system.
* Make a copy of the HEATGrp table in the test environment.
* Then overwrite the HEATGrp table in the Production environment.
* Verify that call groups appear in the Production Groups menu.
* Test run the call groups.

If testing is successful, you can allow users to log back in. If not, restore your backup and examine what occurred that prevented the Call Groups from migrating.

Wednesday, April 29, 2009

HEAT: Changes to Groupwise Functionality

A client recently asked: How do I utilize the new Groupwise 7 functionality in HEAT?

When configuring an Autotask send message action or Busniess Rule Monitor Send e-mail action for use with the Groupwise 7 client there are two parts:

* Make sure the Groupwise client is installed on the PC
* Open the HEAT Call Logging > User Preferences > Groupwise Tab.
* Note: this tab can only be edited if the Groupwise client is installed.
* This is where the Groupwise Server, UserID and Password are added.
* Fill in the settings > Clear the check box to disable Groupwise

When configuring the Send Message action in an Autotask or Business Rule add a 'GW:' prefix on the To: line (similar to the 'MAPI:' prefix used for Exchange)

* Then insert the field or address.
* Note that the Simple MAPI function no longer exists in HEAT
* The option to enable it or disable it has been removed from the Mail preferences

QUICKBOOKS: Get Paid Faster!

A client asked: Do you have any advice on how to use QuickBooks to speed up collecting our outstanding receivables?

Sure, use the following techniques to get paid faster:
* List your payment terms directly on your invoice.
* Add a message on the invoice stating your late payment policy.

To add these items, you will need to customize the invoice. This is done as follows:

* Single-click—not double-click—the template in the list.
* Click the Templates button at the bottom > Click Duplicate.
* In the Select Template Type window, select Invoice.
* Click OK.

The new template appears in the Templates list. It will have the same name as the original template with "Copy of" in front of it. For example, if you duplicate the Intuit Product Invoice, the new template will be called "Copy of Intuit Product Invoice."

* In the Templates list, double-click the new template.
* Click the Manage Templates button > enter a new template name
* Click OK.

In the Basic Customization window, customize the template:

* Add or remove fields and columns on the invoice
* Add special sections to the invoice, such as your late payment policy
* Add a remittance tear-off section or special instructions

These changes require that you:

* Open the Additional Customization Window
* Select Header or Footer
* Select the checkbox to show on the screeen or on the printed form
* Save the changes

QUICKBOOKS: My Keyboard is Too Slow

A client had this problem: When I enter in the journal entries, I get ahead of the journal entry contents because I type too fast.

When you create a lot of journal entries, you need a way to create them quickly:

Tip #1: Turn on auto-numbering. Normally, QuickBooks numbers journal entries automatically. If this feature happens to be turned off, you need to turn it on. Open the accounting preferences.
On the Company tab, select the Automatically assign general journal entry number checkbox.

Tip # 2: Fill in memos automatically. When you create an entry, select the Autofill memo checkbox. This is useful when you have many lines to enter and you want the same memo to appear on each line.

QUICKBOOKS: Quicker! Better! Faster!

A QuickBooks client wants to know: Is there a way to optimize the speed of my searches in QuickBooks?

Today's business environment wants information now! Cell phones, Instant messaging, Twitter and many other technologies offer information as it is occurring. Why not QuickBooks?

To search/mine QuickBooks for information that you need to make decisions as fast as possible, we recommend the following:

Narrow your search!
To narrow your search, use more than one word. "And" is always implied. That means if you search for travel hotel ocean, your search results would contain all three of those words. If a file—or invoice—only includes one of these words, the file wouldn't show in your search results.

Omit Needless Words!
To exclude a word, enter a hyphen (-) in front of a word to remove it from the search. For example, if you wanted to find all results that contained the word "travel" but did not contain the word "ocean", you would search for travel -ocean.

Type Faster!
Don't worry about case sensitivity. Search results are not case-sensitive. To search for "this," you can enter either THis, This, tHis, this, or this.

Be Specific!
Search for an exact phrase, such as the name of a customer, by putting the phrase in quotes. Only matches containing this exact phrase will be returned in the search results.

Don't Ignore My Adpositions!
Certain words are not included in your search. These are words such as "the" or "a" (referred to as adpositions). If you want to include these words, you can do it one of two ways:
Enter a + sign in front of the word, such as +the.
Enter the word as part of a phrase, such as "The Marks Group."

Still not fast enough? It's possible that Find msight work better han Search in certain situations.

QUICKBOOKS: Where's My Report?

A client asked: When we run large reports in QuickBooks, the entire system slows down. What can we do to resolve this?

First, for many reasons, you should consider upgrading to QuickBooks Enterprise. For larger data files, QuickBooks Enterprise provides improved performance in a number of key reports.

However, while you are deciding if QuickBooks Enterprise is right for your company, we also suggest the following for running large reports:

* If possible, defer running the report until other users have logged out of the company file.
* For the best performance, run the reports on the computer where you store your company file. If the file is on a network computer that is unavailable to you, use the fastest computer connected to the network.
* Be aware that some reports require more time to create than others. The slowest reports are journal reports and cash basis transaction reports.
* In the Reports & Graphs preferences, consider selecting "Prompt me to refresh" or "Don't refresh." Refreshing reports automatically can slow performance.
* Refresh a report or graph only when you are ready to work with its data. If "Refresh needed" appears in the toolbar of a report or graph and you are not working with the report or graph, leave the report or graph unrefreshed.

QUICKBOOKS: Need For Speed

A client asked: We have performance issues when more than one user is in QuickBooks. Are there steps we can take to increase our performance?

Yes, there are a number of items you can adjust to increase performance. First, however, consider upgrading to QuickBooks Enterprise. You may have just outgrown your version of QuickBooks.

In addition to upgrading QuickBooks, there are several performance-improving tips listed below:

When running a multi-user version of QuickBooks, there are situations that can cause QuickBooks to run slowly when two or more users are working in the company file.

For the best performance in multi-user mode, be sure to install QuickBooks or the QuickBooks Server on the same computer where the company file is located and set up that computer according to the recommended multi-user setup:

* Whenever possible, place your company file on a computer that has QuickBooks installed.

* Select a computer that meets or exceeds the recommendations for processor, memory, and disk space, as defined in the printed Startup and Quick Reference Guide. The amount of RAM on the computer can significantly affect performance.

* Select a computer with the least amount of non-QuickBooks activity

If you decide to upgrade to QuickBooks Enterprise, consider using a dedicated computer that is not used for other purposes.

You can also improve the performance of day-to-day operations by modifying your QuickBooks preferences:

* In the Reminders preferences, select "Don't Remind Me" for tasks for which you don't need a reminder.

* In the Reports & Graphs preferences, select "Prompt me to refresh" or "Don't refresh." Refreshing reports automatically can slow performance.

* For QuickBooks Enterprise Solutions, you can modify the General preferences to optimize multi-user performance.

Friday, April 24, 2009

GoldMine: A Quick, Easy & Colorful Way To See Your Sales Pipeline

GoldMine’s Opportunity Manager gives companies and individuals an easy way to manage and track moderate to complex sales throughout the sales cycle.

For individual salespeople and managers alike, the Pipeline Funnel gives you an overview of the number of opportunities and total dollar value of those opportunities at each stage of the sales process.

First, determine whether you want to see all opportunities, the opportunities of a user group, or a single user’s opportunities. You can choose by changing the Manager drop down at the top right of the Opportunity Manager. Then simply click the funnel button to the left of the drop down.

In the center of the rings of the funnel will be the stage, “10 – Initial Contact, etc.” as well as the number of opportunities in that stage. Then to the right of each ring will be the total dollar value of those opportunities, and their percentage of the total sales. In the very top ring, the gray area, will be the total forecast and total number of sales.

The rings are determined by the F2 lookup for Stage field within the Opportunity Manager.

GoldMine: Spring cleaning with Merge/Purge

A merge/purge combines two duplicate records into one. Information on the contacts, details, referrals, history, links, opportunity, and project tabs will be combined into a single record.

For fields like contact, company, etc., the record tagged first will be the record into which the second record will combine. If the first record tagged is missing information, say a fax number, but the second tagged record isn’t, the fax number will be populated in the surviving record. This is our favorite method for removing duplicate records from GoldMine!

First, we need to Tag two records. This is done in the Contact Search Center by clicking the check boxes to the two duplicates. After tagging two records you’ll notice the title bar of your contact record will tell you that you have two tagged records.

There is no undo after a merge/purge so be sure you have the correct two records tagged.
Check and Double-Check!

Now go to Tools >> Data Management >> Merge/Purge Records >> Merge Tagged Records.
GoldMine will ask if you’re sure. Click Yes to complete the Merge/Purge.

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 mouse click on the new filter and select 'Count' to find out how many contacts were untouched from 07/01/2007.

GoldMine: Link Documents to Contact Records

We often maintain information about our customers, prospects and vendors in different folders on our computer. Did you know that you can link those files to the GoldMine contact record?Here's how:

Look up the contact. Go to the 'Links' tab in the second half of the contact record.

Right click and choose New. The 'Linked Document' dialog box will pop-up.

Enter the name of the document, the Document Owner and any notes pertaining to the document.

Browse out to where the document is located on your computer. Choose it and click OK.

The document will now be listed on the Links tab.

Just double click on the document to launch the program and open the document.

GoldMine: Using Leads Analysis

Using Leads Analysis, you can track valuable information on the current status of sales efforts and analyze the effectiveness of various advertising and promotional efforts in generating inquiries and sales.

To Use Leads Analysis
1. Select GoTo>>Lead Management>>Analyze Leads. The Leads Analysis dialog box appears.
2. To add, edit, or delete a leads analysis, click Maintain. The Open Leads Analysis Table dialog box appears.
3. Select the lead file you are analyzing in the File Description drop-down list.

The information pane displays the following columns:

Source: Name of the lead source, such as Comdex. This entry appears in the Source field of the contact record.
Leads: Total number of contact records in the database with this value in the selected field.
Closed: Total number of contact records with this source that have at least one purchase, as recognized by the presence of a sales activity record in the history file.
Ratio: Percentage of closed sales based on number of leads.
Sales: Total dollar amount of sales generated by this lead source. This value is sum of all sales activity history records linked to the Contact Records with this source.
Potential: Total dollar amount of future sales activities scheduled on the Calendar. This value is calculated by summing up all the Forecasted Sales calendar records linked to the contact records with this source.

You can also view Cost and Profit, and Cost and Price per lead. To view the other options, right-click in the information pane and select View. Select the view of your choice.

To locate a particular source, type the first few letters of the source in the Find Source text box.

You can also use the following options:
Analyze: Displays the Leads Analysis - Analyze dialog box. Regenerates the leads analysis information for the current leads analysis database. You must select the field on which to base the analysis, and the range of dates to be scanned for calculation of statistics.
Sort: Displays the Leads Analysis Sort Menu dialog box, from which you can select the ordering of the records in the Leads Analysis dialog box.
Zoom: Displays complete information about the highlighted leads analysis record in the Leads Analysis Zoom dialog box.

Click Close to close the Leads Analysis dialog box.

GoldMine: E-mail Templates

In GoldMine you can easily set up an e-mail template with your signature line and use this for all of your e-mails.

* Go to the Document Center (click on the Write button)
* Right click on E-mail Templates and choose New
* A blank e-mail template will open
* In the subject line type in what you want the template to be named, i.e., "Genes signature"
* In the body of the e-mail enter two or three lines and type in your e-mail signature, i.e.

Gene Marks
The Marks Group
gene@marksgroup.net
www.marksgroup.net

* Click on save template
* If your alerts are on a alert box will pop up, click OK
* The Mail Merge Property Box will pop up. Click on Cancel as you will not be merging this template
* Right click on the template itself , choose Set as Default and choose New Message
* Repeat the process for Reply and Forwarding Message
* Close the Document Center.

Each e-mail you create will now have your signature on the bottom

GoldMine: Linking Folders to the Link Tab

Clients often want to link an entire folder and not just a document to the links tab. This can easily be accomplished by following the steps below:

* Go to the Links Tab.
* Right click in an area on the Tab and select New.
* Enter the name of the folder in the Document Name Field.
* Browse out to the folder that you want to link and choose any file in the folder and click OK.
* Edit the file name line to remove the file name and backslash so the path in the line is only to the folder.
* Click on OK.

Now if you click on the link you will be taken directly to the folder.

GoldMine: Records with no History

Many clients have records that have no history associated with them for a particular timeframe. They either move them into an archive database or they delete the records. You can find these records by running the following SQL Query.

Go to Lookup/SQL Query. Copy and paste the following into the SQL Query Box:

Select *
From contact1
Where accountno not in (select accountno from conthist
Where ondate >= '1/1/2006' and ondate <= '2/15/2008')

Click on Save, name the query and save it.
Click on Query and the results will be returned.

You can now create a group from the SQL Query results and either move the records into another database or delete them.
You can use this query over again and just change the date range.

GoldMine: Carrying over Completion Notes on Activities

Many clients don't realize that with a quick preference change you can carry of your completion notes from activity to activity so you don't have to type in the same information over and over.

* Go to Tools>>Options* Go to the Schedule Tab
* Check the box next to "Carry over completion notes when scheduling follow-up calls"

Having this box checked will actually carry over notes from activity to activity on all activities. You can easily delete any information you don't want but you do not have to retype information from activity to activity.

GoldMine: F2 Lookups - adding additional information

Many clients want to add multiple entries in fields. This can be accomplished by editing your F2 Lookups.

* Choose a field where you would like to add multiple entries from the F2 Lookup list.
* Click on the arrow at the end of the field box* When you add a new item into the list, put a ; (semi-colon) at the end of the name, i.e.,"Active;"
* You can also edit any existing entries and add the semi-colon to the end

You can now populate your field with multiple entries and each will have a comma in between them.