Thursday, May 28, 2009

GoldMine: Is Your Data Insecure?

A client asked: I have the feeling that an employee is outputting Goldmine information in preparation for his move to another (competing) company? What can I do to prevent this?

There are many things you can do to keep your Goldmine data secure at the Windows level, SQL level and Goldmine level. Discuss the first two items with your Network Administrator and SQL DBA. After these options are locked down, then you can attack the Goldmine level.

First, if this individual has master rights, remove them. To do this, go to:

Tools > User Settings > Double-click on the user's name
On the Profile tab, uncheck Master Rights

While you are in User Settings, go to the Access tab
Uncheck 'Output To' menus to prevent right-clicking and exporting to Excel

There are several other fields you may want to disable: Delete (Contact Record), Delete Unlinked Email (General Access) and functions under the Menu tab.

You may also want to check out the Time Clock tab. This shows login/logut times for this user and, since a lot of "covert activity" is done after hours, you may want to check for late night logins.

GoldMiine: Customized Templates

A Goldmine client asked: The variables I can insert into an email template seem very limited. Is there any way to extend these variables before the defaults?

There sure is! In fact, the number of variables you can enter is virtually unlimited. Specifically you can create “user variables” in the userID.ini to do marketing call-outs.

These variables are:

* User specific, customized to each user’s liking
* Easily addressed in templates
* Unlimited in what can be created

An example of creating and using variables from the userID.ini is shown below:

First, locate the UserID.ini you want to work with and make a copy. In this case, you would DAVE.ini and Copy of DAVE.ini. This way you can always go back to the original if you have problems.

Open the ini (with notepad) and locate the [user_var]. If there is not one, insert [user_var] between the existing sections.

Add the following lines under the [user_var] section header:

[user_var]
Nickname=Dave
FRSProduct=HEAT 9.0
FRSCertitications: HEAT Certified Specialist
Companycontact=45 E City Ave, Bala Cynwyd, PA
Mobilephone=610-334-9353

Add these variables to the template:

RE: <<&User_Var.FRSProduct>>

Dear [First]~:

[Body]

Your Account Manager,
<<&User_Var.Nickname>>

<<&User_Var.Companycontact>>
<<&User_Var.FRSCertifications>>
<<&User_Var.Mobilephone>>

This will produce a formatted email like this:

RE: HEAT 9.0

Dear Joe:

[Body]

Your Account Manager,
Dave

45 E City Ave, Bala Cynwyd, PA
HEAT Certified Specialist
610-334-9353

The possiblities are endless. You can add static phrases in the template (like "Mobile Phone" in front of the mobile variable) and the variables are unlimited.

GoldMine: Quick Forecast Tip

A client asked: Are there ways to speed up the entry of products, forecasted sales and producing the forecasted sales report?

I know of one way, see below for details:

* When you enter a product (in the F2 Lookup), enter the Product Name and Price
* Use this format in the F2 Lookup: Product // Price (e.g. Goldmine // 500)
* When you select this product it will add the product and the price
* When you run the Forecasted Sales reports, they will show the price

Although this requires some setup of Products in the F2 lookup, after the intial setup, it should allow quicker entry of forecasts and production of forecasted sales
reports.

GoldMine: Keep It Private

A client asked: How do I add activities to my calendar that I want to keep private?

When you are scheduling appointments that you want to keep to yourself (personal appointments, interviewing a new employee, etc), you can do the following:

Enter the appointment but do not link it to the contact that it is scheduled with.

* Select Schedule Appointment > in the pop-up uncheck "Link to selected contact"
* When you unlink the appointment, the name of the contact disappears
* You can type a name in the empty text box or leave it blank
* Complete the remaining fields as required

You may also want to check the private checkbox so other users do not see the details of the activity.

GoldMine: Recent Contacts

A Goldmine client asked: How can I find out which contacts were added this month?

That depends on your database type. If you are using a SQL database, you would enter this query in your SQL Query pane:

select company, contact, createon, phone1, source, key1
from contact1
where year(createon) = year(getdate()) and
month(createon) = month(getdate())

If you are using the DBase database, you need to enter the following query:

select company, contact, createon, phone1, source, key1
from contact1
where createon >= '5/1/2009' and createon <= '5/30/2009'

The DBase version would need to be modified each month.

Wednesday, May 27, 2009

HEAT: Changes to SupportMail

A client recently asked: Have there been any changes to SupportMail with HEAT version 9.0? Specifically, we would like better control over polling times.

Yes, in the Administrator module, there is now a Mail Defaults option. Mail defaults let you configure email options such as polling frequencies, labels for external mail folders (MAPI, Lotus, POP, and GroupWise, and default Journal Types).

To Set Mail Defaults:

* In the Administrator Dashboard, click the Mail link in the Set System Defaults section (or, in the Administrator main window, select Defaults>>Mail from the menu bar). The Mail Defaults Settings dialog box opens.

* In the Check For Messages/Alarms every field, type a numeric polling value, specifying how often the system will check for new email messages.

* Type a Minimum and Maximum Value.

* In the External Mail Folders section, type a label for your external mail folders. These labels appear in the SupportMail interface and the Address Book, and identify your external mail clients:

– MAPI
– Lotus
– POP
– GroupWise

Use this feature to rename the folder to something users can recognize. For example, if you have enabled Support Mail to link to Microsoft Outlook, the label could be named Outlook.

* To set a default Journal Type for emails that are copied into a journal, select the Set Journal Type check box. Then select a default journal type from the Journal Type drop-down list.

Support Mail is recommended as the default journal type so journal entries copied in from emails are easily identified.

* To set a default Journal field into which emails are copied, select a field in the Message Text Destination Field drop-down list.

Text saved to the Journal entry typically includes email header information such as the identification of the sender, receiver, any persons copied on the message, date and time sent, the subject of the email, and the text of the message.

The amount of information transferred from an email message to the journal entry is limited by the maximum size of a database field. For example, if a text field is used to store the message, typically no more than 255 characters are saved in the journal entry.

Click OK when you have completed your new mail default settings.

HEAT: This Used To Be Hard

A client wants to know: Even with security set up to only allow certain users access to Call Types, Categories and other system tables, we continue to have additions and changes that are not approved or consistent. Is there a way to track who is making the changes?

Yes, with a nifty feature added in HEAT version 9.0. You can now add the ModBy, ModDate and ModTime to any table by clicking a button. This way you can see, right on the form, when it was changed and who made the change.

To implement this for the Call Type table, you would do the following:

* Open Administrator > Create a New Edit Set
* Open the Call Type table > Select Table View
* Click "Modifications Tracking Enabled"
* The ModBy, ModDate, and ModTime fields are added
* Select each field > Click the Add to Form icon
* Go to the Form View and format these fields
* Commit the edit set and open Call Logging

After Call Logging creates the new catalog, go to Accessories > Table Maintenance > Call Type. Open the table and click Form View. The ModBy, ModDate, and ModTime fields will now appear on the form. Make a change, save it and the fields will be populated (including your login). Click on any of these fields and try to remove the contents. You can't, they are system fields and read-only by default.

Gotcha!

CRM: Easy IFrame

A client asked: Is there a way to show the contacts related to an account on the Account form?

Yes, this can be done using the IFrame functionality of CRM. See below for details:

* Create a new tab using Settings > Customizations > Account. This will be used to hold the IFrame with the related contacts. Add a section to the tab.

* Create an IFrame on the account form and name it "ContactFrame" (no quotes).

* Set the URL to "about:blank" (no quotes).

* Check "Pass record object-type code and unique identifier as parameters".

* Uncheck "Restrict cross frame scripting"

* Select the new Related Contacts tab / Contact List section to display the contacts.

* In the Form Properties > OnLoad event, add the following JavaScript:

var navContacts; navContacts = document.all.navContacts; if (navContacts != null) { navContacts.style.display = "none"; document.all.IFRAME_ContactFrame.src="/sfa/accts/areas.aspx?oId=" + crmForm.ObjectId + "&oType=2&security=852023&tabSet=areaContacts"; } else { alert("navContacts Not Found"); }

Save and publish this change. Go to the Workplace and open an account. Any related contacts should show in the Related Contacts tab.

CRM: Using SQL

A client asked: Can SQL be used with CRM to find duplicate records as part of cleaning up the database?

Yes, below is a SQL query that will find duplicate leads. It can also be used to find duplicate contacts with a few modifications.

To use this query, open the SQL Management Studio and select your MSCRM database. Click New Query and make sure your MSCRM database appears in the drop down box. Enter the query below and click Execute. It should return any duplicates in the Results pane:

SELECT firstname, lastname, address1_city AS City, LEFT(firstname, 4) + LEFT(lastname, 4) + LEFT(address1_city, 5) AS Dup_Add, COUNT(*) AS Num
FROM FilteredLead
GROUP BY firstname, lastname, address1_city, statecode
HAVING (COUNT(*) > 1) AND (NOT (firstname IS NULL)) AND (NOT (lastname IS NULL)) AND (statecode = N'0')
ORDER BY lastname

These duplicate records can then be reviewed and either modified or deleted.

Tuesday, May 26, 2009

QUICKBOOKS: Pay Your Dues

A Quickbooks client asked: A director in our community organization has $500.00 due to him from a loan he made to the organization. He wants to use this to prepay his monthly dues. How should this be handled using Quickbooks?

First, you should prepare a journal entry to debit accounts payable and credit membership dues. If you are using accrual accounting and want to use this to pay his dues each month, you will need to prepare a separate journal entry for each month being credited.

The process is below:
* Select Company > Make General Journal Entries
* Select Accounts Payable > Enter a debit of %500
* Select Membership Dues > Enter a credit of $500
* Make sure the director is setup as Vendor
* Click Save and Close

Once the journal entries are entered:
* Select Vendor Center > Pay Bills
* Select the bill > Set Credits to clear A/P

QUICKBOOKS: Customized Reports

A client asked: When I enter invoices, I include the make and model of the customer's automobile. How can I create a report that shows the customer and their vehicle information?

First, create a custom field for automobile information:

* Go to Customer Center and double-click on any customer.
* Select the Additional Info tab and Define Fields
* Enter the auto information for all your customers

You can also add the custom field to your invoices:

* Go to Customers -> Create Invoices
* Click on Customize button
* Select Additional Customization
* Click on the two boxes next to your custom field

You can then use the custom field to customize reports:

* Select one of the List reports (e.g. Phone List)
* Click on Modify Report
* In the Display box, remove phone and add customer type

This should give you the report with customer and auto information.

QUICKBOOKS: Cash Up Front

A client wants to know: Our company is staffed with self-employed subcontractors (listed as Vendors) that are paid weekly. They also receive Cash Advances from a separate cash account. What is the proper way to record these payments?

This can be handled by mapping your 1099 to include the cash advance account. The instructions are below:

* Go to Edit > Preferences > Tax: 1099
* Click the Company Preferences tab (log in as Admin)
* Click the drop down arrow next to Box 7 Account
* Select Multiple accounts
* Select all the accounts you use when paying your sub-contractors

This will allow you to continue paying them from separate accounts but record correctly on their 1099.

QUICKBOOKS: Separate Programs

A client recently asked: Our CPA firm offers both accounting services as well as IT Consulting. We would like to track the two types of services separately. Do we need separate company files?

Since your firm is one corporation, I recommend having both programs in the same QuickBooks file. You can do this by using Classes.

* Turn on class tracking at Edit -> Preferences -> Accounting -> Company Preferences (you may need to be signed in as the Admin to do this).

* Add the classes you want to use at Lists -> Class List. Click on the Class button and select New. In addition to accounting and IT consulting, you will need to add a general class for any transactions that can't be assigned to either program.

* Make sure to include a class on all your transactions. You can get a list of all the transactions that don't have a class assigned by going to Reports -> Company & Financial -> Profit & Loss Unclassified.

* You also can get a Profit & Loss by Class report in Reports -> Company & Financial.

This approach will allow you to report on each program separately when needed but maintain a single Quickbooks file for your firm.

QUICKBOOKS: Change Orders

A Quickbooks client had this question: How do I enter a change order on a proposal?

First, if you are using Quickbooks Premier for Contractors, any time you make a change to an estimate a popup comes up asking if you would like to add a change order to your estimate. However, if you aren't, you can accomplish the same thing by adding subtotal items:

* Go to Lists > Item List
* Click on the Items button
* Select New and select Subtotal as the type.

You should add two subtotals, one for the total before the change order and one for the total after. Add clear descriptions for each subtotal such as: "Original Contract Total" and "Change Order Total". You may want to also add the approver's name and the date to the Change Order Total.

Then, whenever you have a change order, add a line using the first subtotal item, line(s) for the the change order items, and a line for the revised subtotal item.

GoldMine: Customer Service

A client asked: Does GMPE contain more features for follow-up service to customers or do you still need to integrate to HEAT to add case-related information to the customer?

HEAT integration still exists with GMPE and may be appropriate for some Goldmine users, however, GMPE contains a built in case management more suited to issues related to customer service.

To Use the Service Center:
The Service Center window is divided into two sections; a List view and a Detail view. Double-click on a case in the List view and the Details view opens.

To Create a Service Request:
* Select GoTo > Service Center or select Service from the main Navigation Panel.
* At the Service Center, click New Case. The Contact Search Center window opens.
* Double-click on a contact or group of contacts and click Select.If you have many records listed, use the Search capability at the top of the window.
* To create a case from a new contact, click New Contact and complete the New Record dialog box.The Service Center window opens and the new case appears with a system-generated case number in the Case Number field. Depending on the case, some fields also may be system-generated.
* Complete each field by clicking next to the field and either entering text in the field box or selecting values by clicking the down arrow on the box.

To Resolve a Case:
After a case is resolved, it is removed from the active list.

* At the Service Center window, at the toolbar, click Resolve.
* The Resolve Case Dialog opens.
* In the Notes field, enter information about the resolution of the case.
* To notify the selected user of the resolution via e-mail, make sure the E-mail Notification checkbox is checked, and type your message into the Message box provided.
* When finished, click Resolve, or select Cancel to exit the dialog without resolving the case.

There are several other features available in the Service Center including reassigning a case, escalating a case and grouping cases. The Service Center is an important part of the customer service process (i.e. following up on issues after the sale) which ultimately leads to customer retention.

GoldMine: RSS Feeds

A client asked: Can I add RSS Feeds to GMPE? I have a number of feeds I would like to track in one place.

Yes, you can use My Goldmine to add and view prepopulated RSS Feeds or add your own.

See below for instructions:

* Go to Web > My GoldMine
* Click the X in any existing content to remove
* Click Add Content to Column to add an RSS feed
* From the pop-up, select an existing feed or click Add Resource
* Add Resource allows you to add your own feeds

There are also several Goldmine functions (Todays Sales, Todays Activities, etc) that can be added to a column. Note that each column can contain multiple feeds or Goldmine functions. This allows you to use My GoldMine like a dashboard of Goldmine and RSS feed information.

Monday, May 25, 2009

GoldMine: Where did the InfoCenter Go?

A client asked: What happened to the InfoCenter in GMPE? Has it been replaced by something else?

Yes, the InfoCenter has been replaced by the KnowledgeBase. This knowledgebase includes a Personal Base that is viewable only by you. The Knowledge Base offers you a way to create and publish documets with both 'Public' and 'Personal' sections.

GoldMine's Knowledge Base can help you more effectively manage and disseminate your organization's mission-critical information. It supports unlimited Books, Folders and Topic pages that allow you to logically organize a variety of content. External files can also be linked to entries to provide access to the most current and up-to-date information you need.

You can restrict who can update or view Knowledge Base entries by defining specific read/write access settings for various sections; this allows you to keep content centralized, without compromising security.

To access the Knowledge Base:

* Select Go To > Knowledge Base, or select Knowledge Base from the navigation pane.
* Use the Knowledge Base toolbar to navigate and manage.
* View information by selecting a tab.

Knowledge Base: Maintains information created by, for, and about an organization.
Depending on rights, all users can potentially view all Knowledge Base topics.
Only users with Master Rights can add, edit, or delete Knowledge Base items.

Personal Base. Maintains information useful to an individual user that only the user can view and update. The only way to access a PersonalBase is to log in to GoldMine as the user who created the PersonalBase.

To create Knowledge Base books, folders and topics:

* Select Go To > Knowledge Base, or select KnowledgeBase from the navigation panel.
* To create a book, click the New Book toolbar icon.
* At the in the left pane under Knowledge Base, type a name.
* Click in the right pane to add HTML or click Attach a file to add an attachment.

Adding text or attachments at the book level is possible but will interfere with a book level Table of Contents. Adding a TOC replaces the text on the book, folder, or topic.

To add a folder, highlight the book to which you want to add the folder and click the New Folder toolbar icon. The new folder appears under the selected book. Type in the name of the folder. Click in the right pane to add HTML text or click the Attach a file toolbar icon to add an attachment.

To add a topic page, highlight the book or the folder to which you want to add the topic and click the New Topic Page toolbar icon. The new page appears under the selected book or folder. Type the name of the topic.

Goldmine: Universal Search

A client wanted to know: What is Universal Search and how do I use it?

Universal Search is a new feature added to GMPE that allows you to find information that you want to see in virtually any area of Goldmine and presents it in a single view. Universal Search finds your information in email, contact notes, activity notes, linked documents, the Knowledgebase and many other areas.

To access the Universal Search:

* Select Go To > Search > Universal Search
* Enter the phrase to search for and click Go
* To select what areas are searched, click Advanced
* Type in an word to search for (e.g. complaint)
* This will return all areas where the word 'complaint' is shown
* Click on a row and the related contact/document is opened

The Universal Search can be valuable in finding important information (like lost sale, complaint or hot prospect) or for locating a contact/activity where you have incomplete information.

Goldmine: Contact Center New and Improved

A client asked: What's different about the Contact Center in GMPE? It looks the same to me.

Well, look closer. There are several changes that are listed below:

* First, click on any tab (e.g. Pending), then click on a Header column
* You can now drag the header to any position in the column order
* With the columns ordered the way you like, sort by clicking a header

* Then right-click on a column header and select Group
* An open area appears where you can drag a header to form a group
* If you drag Activity and Contact you will form a group with both
* Click the plus sign to expand the group(s) below the headers

* Another differing feature is the Preview options
* Look to the far right of the column for a bar labeled Preview
* Expand the Preview bar and a window will open on the right side
* This displays the details of rows as you scroll down for any tab

There are more changes to the Contact Center, experiment with them; e.g. when on a Contact click the hyperlink next to the Contact Name. Then explore the horizontal options of viewing of expanding and viewing a contact.

CRM: Customized Marketing List View

A client wants to know: How do I print specific columns of a Marketing List? I want fields other than those displayed by the Marketing List and the Marketing List is not customizable.

Try using Advanced Find as follows:

* Create an Advanced Find and select Contacts
* Under Related, select Marketing Lists
* Select Marketing List equals [yourmarketinglist]
* Click Find and review results > click back to query
* Use Add Columns to customize the list printed
* Save the Advanced Find as "Print: YourMarketingListName"

When you want to print, use this Advanced Find instead of printing from the Marketing List. It will allow you to customize the printed marketing list with any contact field.

CRM: How Many Leads Are There?

A client asked: Is there a quick way to tell someone how many leads we have at any moment?

Sure, if someone walks up and asks how many leads do you have (or other items), you can setup a function to tell them by clicking a few buttons.

First, you need to create an Advanced Find for Leads. That way when someone asks you how many leads you have you can go to My Views and select Open Leads.

To count them, you do the following:

* Open the Advanced Find for Leads
* Click Export Data to Excel
* Select Static Worksheet (Records from All Pages)
* Click Export > In the File Download box, click Open
* Jump to the last line of the Excel file for a count of Leads

This export/count method can be used for anything that you can create an Advanced Find for and export to Excel.

CRM: Quick Call

A client recently asked: Is there a quick way to log activities that were completed immediately?

Yes, you can use the following script when you want to have the due date set to the current date. This can be used for logging phone calls, and tasks that are completed right away.

When you open activity is populates today's date/time and creates a null value in duration. You can then enter Notes, Subject and select Save and Close to complete.

Add this script to the OnLoad form property:

var CRM_FORM_TYPE_CREATE = 1;
var CRM_FORM_TYPE_UPDATE = 2;
switch (crmForm.FormType)
{
case CRM_FORM_TYPE_CREATE:
crmForm.all.actualdurationminutes.DataValue = null;
crmForm.all.scheduledend.DataValue = new Date();
break;
case
CRM_FORM_TYPE_UPDATE:
break;
}

This is added to the Phone Call entity to log calls
that are resolved while you are on the phone. When a
person calls, open their Account > select Activity >
Phone Call and the date/duration are filled by the script
above.

Enter the Subject and Notes, click Save and Close and the
Call is completed.

HEAT: Wait a minute!

A client had this question: Is there a way to stop a multi-line autotask to run an external program, get some information from the external program then return to HEAT to enter the data?

Yes, there is a feature in the Run a Program action to 'Wait for Program to Terminate" This, combined with the Run an AutoTask action, will allow you to branch out to an external program, get your information from the external program (e.g. Goldmine) and return to the same point in the autotask where you left off.

An example, using Goldmine as the external program, is below:

* Create a new autotask called External Information
* Click Add > select the Run a Program action
* Under Filename, browse out to the Goldmine executable
* Check the box 'Wait for the program to terminate'
* Click OK > add the Goto Call(Ticket) autotask
* Add the @Prompt function to the Call ID expression
* Add 'Enter Call ID' to the @Prompt function
* Click OK > associate with a toolbar icon > Click Close

When you run the autotask, it will run Goldmine and pause at that point in the autotask while you search Goldmine for the information you need. When you close Goldmine, the autotask will resume where it left off. Enter a Call ID in the pop-up box and add the information obtained from Goldmine

HEAT: World Wide Knowledgebase

A client asked: We copy and paste our Call Description into Google, to search for solutions, all day long. Isn't there a way to automate this?

Yes, there is. A detailed explanation is outlined below. The process gives an analyst the ability to search Google using the error message or any other information typed in the Call Description field.

To implement this functionality:

* Create a new autotask using the Run a Program action.

* In the Filename section, insert the following text:
http://www.google.com/search?hl=en&ie=UTF-8&oe=UTF-8&q={|CallLog.CallDesc]}

* Because of the copy/paste function, you may need to re-insert the {|CallLog.CallDesc} field in the string after pasting (Hint: use the Token Editor):

* Connect this AutoTask to a toolbar icon or a button on the form.

When the analyst fills out the Call Description and clicks the button or icon, Google will search the internet for information related to the contents of the Call Description field.

HEAT: Small Changes

A client recently asked: Is a way to edit part of a formula that resides in an Auto Task without having to delete it and recreate the whole formula?

Yes, you can edit the Token. This will save you time when editing a large number of formulas with a small change.

Below is an example:

In Call Logging, edit Create Asgnmnt for Dev under the Call Flow folder

* Expand the Call Flow folder > select Create Asgnmnt for Dev
* Edit the Create Assignment action > scroll down to Target Date
* Double click on the Value field > the Token Editor will pop up
* Find the Calendar Type that states: "7 Day X 24 Hour"
* Highlight the Calendar Type > replace it with "Helpdesk Hours"
* Click Check to verify > click OK until the autotask is saved

You could then use this same process to edit the other Create Assignment autotasks. This is far quicker than copying the autotask and editing each action and quicker than deleting the calendar formula and recreating it. The Token Editor can be used on any formula where just a small change is needed.

Saturday, May 2, 2009

CRM: Multi-Entity Advanced Finds

A client asked: We are using the Advanced Find extensively but want to know how to combine entities in an Advanced Find.

There are many options you can add to your Advanced Find when combining Entities (by the way, "Entity" is computer-speak for an Account, Contact, Product, etc). This is best illustrated by an example:

* Select an entity from Sales, in this example select Contacts
* On the toolbar above, click on Advanced Find
* In "Look For" select Opportunities
* Click on Select and choose the Created On fied

Note: we are creating an Advanced Find to show Opportunities created this year with additional information from other entities

* From the drop-down, select This Year
* Click Find and you will see the Opportunities for this year
* The fields shown, however, are only from the Opportunity entity.
* To add another Entity (e.g. Contacts), click Edit Columns
* Click Add Columns and select a Record Type (Potential Customer)
* Add fields from the new entity (FullName, Email, Parent Customer)
* Click OK > Click Find > Review Results

* In this case, we want Opportunities by Est Revenue
* Select Edit Columns > use arrows to move Est Revenuue to the front
* Move Potential Customer: Contact to second postion
* Change Sort Order to Est Revenue / Descending
* Use Change Properties to change the size of columns
* Click OK > Click Find

When you are satified with the results, click Save As and give the Advanced Find a name to be saved under Saved Views. That's it! You should now be able apply these steps to any combination of entities.

CRM: Screening Customer Service Emails

A client asked: Is it possible to run an advanced find to get all incoming emails to Customer Service Executives (users) where the sender is not a CRM user?

Yes, your Advanced Find would contain the following:

Method 1:
In Look For: Select Email Messages
Note: not just Activities - you need to set it to Email Messages

To Recipient = user1@yourcompany.com
OR To Recipient = user2@yourcompany.com
AND Sender <> user1@yourcompany.com
OR Sender <> user2@yourcompany.com

This method would be fairly labor-intensive in that you would need
to continue user1, user2 to userx (where x = the last user)

Method 2:
To Recipient = user1@yourcompany.com
OR To Recipient = user2@yourcompany.com
AND Sender DOES NOT CONTAIN @yourcompany.com

This would work but would block ANYONE in your company from being included in the Advanced Find (not just CRM users)

The advantage of Method 2 would be less work in setting it up; the advantage of Method 1is that it would be more exact.

CRM: Add Twitter to CRM

A client recently tweated: Is there a way to incorporate Twitter with CRM?

Yes, there is! Just use the steps below and you can follow your Twitter activity within any CRM Account selected.

* Select Settings > Customization > Customize Entities > Account.
* The Account entity window will open.
* Click on Forms and Views, then double-click Form.
* The Form: Account window will open.

* Click Add a Tab
* create a new tab called “Twitter” > Click OK.
* Click Add a Section > call it Twitter > Click OK.
* Click Add an IFRAME.

* In the Name section, call it IFRAME_TwitterSearch.
* Put about:blank as the URL.
Note: JavaScript will populate the Twitter Search string.

* Check "Pass record object-type code and unique indentifier as parameters"
* Uncheck “Restrict cross-frame scripting.”
* Click on the Formatting tab
* Set it to automatically expand to use available space.
* Click OK.

On the “Form: Account” window, click on Form Properties.
Select OnLoad, click on Edit.
Check the “Event is Enabled” box, add this JavaScript.

var CRM_FORM_TYPE_CREATE = 1;
var CRM_FORM_TYPE_UPDATE = 2;
switch (crmForm.FormType)
{
case CRM_FORM_TYPE_UPDATE:
crmForm.all.IFRAME_TwitterSearch.src="http://search.twitter.com/search?q=" +
crmForm.all.name.DataValue;
break;
}

* Click OK when finished.
* Save all changes to your Account form.
* At the “Entity: Account” window, click Actions, select Publish.

This will create a Twitter Account tab and show any current Twitter activity for that Account. This can be used within any entity - e.g. add to Product to see the live twitter feed about your products or services.

Friday, May 1, 2009

CRM: Please State Your Name

A client asked: Our Full Name shows as FirstName LastName. This format does not work for our company. Is there a way to customize this field to show LastName first, followed by FirstName and then MiddleName?

There are actually several formats you can select from and they do not require any customizations. To change the format of the full name, you can do the following:

* Select Settings > Administration > System Settings
* Under the General Tab > Select Full Name Format
* Click on the drop down > Select the format desired
* Click OK

You will receive a message that this change only applies to future entries. Previously entered full names will remain as entered. If this presents a major problem, you can develop an update query to adjust the existing name. Be sure to back up your CRM data before running any query.

If you want to run an update query, it would be in the format below:
update contactbase set fullname = first + middle + last. This query would need to be formatted for what method to use to execute it (SQL Server, Access, etc)

CRM: Get Right to the Issue

A MSCRM client requested this: Is there a quick way to open the windows that create a New Case, a New Account or a New Lead? We would like to open certain CRM windows directly from the desktop instead of navigating through the CRM Web Client.

There is a way to do this and it can be done for any window within the MSCRM Web Client.

To create a shortcut to a CRM entity like New Case or New Lead:

* Open the CRM Web Client
* Navigate to Services then Cases and choose 'New'
* If the URL is not visible, click Ctrl+N and a windown with the url open
* Copy the URL to the clipboard
* Right click on your desktop and choose New Shortcut.
* Paste the URL into the location box
* Click next and give the shortcut a meaningful name.

You can do this for any entity and it is useful if you have an entity you want to get to quickly.

Crystal Reports : Saving the Data with the Report

I find it very handly, when developing a report, to Save Data with Report.
You can find this under File Options Reporting Save Data with Report.
What this means is that once the report is "refreshed" you can save the data along with it. This can save time if the report you're working with takes a long time to run. Saving the Data preserves the data in a local cache.

Crystal Reports : Using Lines to Seperate Sections

Often it is the case that a complex report becomes too "busy" to read easily.
Let's say that we are grouping by State, but it's difficult to look at the page and know where one state ends and the other begins.
There are many ways to alleviate this, but one of my favorite and simplest is to Insert Line.
This will insert, as expected, a line into the report which you can place wherever you want.
Typically, you'll want it to be in a Footer. This way, the line is drawn after each group is printed, effectively seperating the groups in a visual manner.

Crystal Reports : Exporting to Excel Cleanly

To export to Excel, click on the little "envelope" icon on the toolbar.
Select Destination: Disk File
Now drop down the Format list box. You'll see two choices for Excel. One should read "Excel", the other, "Excel (Data Only)"
In general, Crystal does a great job of exporting to a spreahsheet. However, it does take some pretty serious liberties with cell spacing and sizing. But if you're looking to act upon the data in the spreadsheet after exporting, you should try the Data Only format, as it will export none of the cosmetic touches of the report.

Crystal Reports : Enablng Landscape Size

This happened to me the other day. I went to File Printer Setup and the Landscape option was greyed out.
I found the default printer to be the "Microsoft XPS Document Writer". Once I changed it to an actual, physical printer, the Landscape option was available again.