Wednesday, October 27, 2010

QuickBooks: Change Orders

A client wants to know: I want to display Account numbers on certain reports or at certain times. How can I do this?

The Account numbers display not on the Chart of Accounts list and the Account field drop down menus and also on financial reports like the Balance Sheet and Profit & Loss.

You can hide the Account numbers in Financial Reports by turning off Account Numbers in the accounting Company preferences. However, you have to do so each and every time you create a financial report. Since you can only turn off Account numbers as the file Administrator and only in single user mode,turning off the Account numbers each time you want to print financial reports is not practical.

Instead, you need to use a setting that will hide the Account numbers by default and then you can edit the Company Preferences only when you want the Account numbers to show (e.g. when printing the General Ledger and/or Trial Balance reports).

Do the following to hide the Account numbers on financial reports:
* Edit the description for each Account on the Chart of Accounts, including any that you have made inactive but that might still show on financial reports. In most cases the description should be the same as the Account name.

* Edit the Reporting Company Preferences to display Accounts by Description rather than by "Name only." The "Name only" setting doesn't describe fully what the Name setting does. When you select "Name only" on the window shown below, QuickBooks reports include both the Name and Number.

* QuickBooks will now show the description in financial reports, not the name and number. If any Accounts do not have a description, QuickBooks will revert to displaying the Account by name and number, but just for the selected Accounts with no description. Once you add a description and refresh the report, the Account number will go away.

Note: You can enter a slightly different wording for the Account in the description field. For example, the Account name can read Accounts Receivable and the Description could read Receivables - Trade. The latter is a better wording for financial reports and the QuickBooks users will still see the wording "Accounts Receivable" on the Chart of Accounts window and on QuickBooks forms

QuickBooks: Missing Invoice Report

A client asked: I use the Missing Check Report to find checks that are unaccounted for. Is there a similar report for missing invoices?

No, however, you can create one using Quickbooks. Since QuickBooks has a report programmed to show missing Check numbers, finding a way to modify the existing report to show missing invoice numbers is the best way to get the information you need.

Do the following to create a Missing Invoice report.

* Create a Missing Checks report by selecting the Reports menu, selecting Banking and then selecting Missing Checks. QuickBooks displays the window shown below.

* Do not change the default bank account that appears in the Specify Account field and press OK to display the report.

* QuickBooks creates a report of Checks in numerical order and the report notes any missing and/or duplicate check numbers.

* Click the Modify Report button and then click the Filters tab to display the report filters.

* Remove the Account filter shown below.

* Filter by Transaction Type for "Invoices" and by Detail Level for "Summary Only."

Edit the title of the report and memorize the report for future use.

Note: You can use the steps above to filter by other transactions types as well. Doing so will allow you to create a Missing Journal Entries report, Missing Estimates report, etc.

QuickBooks: Using Customer And Jobs

A client asked: We would like to account for every entry with either a customer or job entry. Is this possible.

You can use customer or job names in QuickBooks to segment your financial statements and to filter many of your QuickBooks summary reports and detail reports for specific customers or jobs. However, certain entries may not apply to specific customers/jobs or you may need to allocate the entry across multiple customers/jobs.

For example, you may need to allocate expenses for tools and equipment that you use over all of the jobs for any given year to multiple jobs. You may also incur expenses like utilities and other administrative expenses that you will never apply to a job.

So, depending on the transaction you can:

* Create a customer called "Overhead" and post the entry to that customer. If you prefer you can use a journal entry to allocate the overhead to the specific
customers/jobs.

* Split the detail of the transaction so that the single transaction (e.g. check, bill or invoice) applies to multiple customers/jobs.

Whatever method you use, this willalways use a customer or job on each and every transaction. If you do not include a customer or job, you will:

* Create a discrepancy between the Profit & Loss by Job and the Profit & Loss. Transactions that do not include a Customer/Job name simply do not show on the Profit & Loss by Job report. If you use a Customer called "Overhead," you will show the same totals on both the Profit & Loss and the Profit & Loss by Job.

* Receive a warning message that the transaction does not include a
Customer/Job name. (This warning is available in the Contractor Edition only.) If you exclude the customer/job name on selected posts only (e.g. posts that are overhead or posts to Balance Sheet accounts), the benefit of this warning is
diluted. Over time, users will become desensitized to the message.

For this reason it is best to use the Overhead Customer name on posts to Balance Sheet accounts even though QuickBooks does not allow you to filter the Balance Sheet by Customer/Job.

QuickBooks: Auto-Apply Payments

A client asked: We would like to turn off the auto-apply for payments. Is this a mistake and, if not, how do we turn it off

It is almost always correct to turn off auto-apply for payments. There is a preference in the Sales & Customers preferences to automatically apply payments on the Receive Payments window. Uncheck this to turn off the feature.

With auto-application turned on, QuickBooks first looks for an invoice that is the same amount as the payment from the customer. If there is no invoice for the same amount as the payment (e.g. partial payments or checks that pay more than once invoice), QuickBooks applies the check to the oldest open invoice. If any amount is unapplied after paying the oldest open invoice, QuickBooks applies the remainder to the next oldest open Invoice and so on.

Although this feature is designed to increase data entry efficiency, it is almost always best to turn the feature off because the auto-payment process only works well when the check is the exact amount of the invoice. The application of non-exact amounts to the oldest invoice is rarely the best approach.

There is one exception - if you almost never have more than one open invoice for a customer at any given time, you can use the auto-application of payments to invoices with little risk of misapplication.

QuickBooks: Improving Performance

A client recently asked: Our Quickbooks is running slow. What can I do to speed up performance?

There are a number of things you can do to increase performance:

Set QuickBooks So the Home Page Does Not Show When You Open the File.To change the default setting for each user:

* Log into QuickBooks using each user's name and password
* Access the User Desktop View preferences
* Uncheck the box that reads, "Show Home page when opening a company file."

Running the Home page uses system resources each and every time a user opens and closes either the program or each time a user switches from one data file to another. The more access the user has to financial information, the more resources QuickBooks uses to display the Home Page.

Set User Preferences to Clear All Open Windows Each Time You Exit QuickBooks.

* Log into QuickBooks using each user's name and password
* Access the User Desktop View Preferences
* Select the radio button that reads, "Don't save the desktop."

If you save the desktop, QuickBooks will reopen every window you used in your previous session, including reports that require a tremendous amount of QuickBooks resources to generate.

Turn off Reminders. Unless it is essential for you to view reminders each time you open QuickBooks, edit Reminders User Preferences if necessary to uncheck the box that reads, "Show Reminders list when opening a Company file."

Tuesday, October 26, 2010

ACT : Finding and Dealing with Duplicates

1. In ACT!, go to Tools | Scan for Duplicates

2. Select which fields you'd like to test for duplicate data. Note the default is Company, Contact and Phone

3. Click OK to start searching.

4. Click "Yes" when prompted to start combining duplicates.

5. When the "Copy/Move Contact Data" window appears, select the duplicates, as indicated and click Next.

6. In the next window, you must select the "parent" record. Select whether to copy Contact #1 to #2, or vice versa.

7. In the next window, To copy data from a source field to a target field, click the field, and then click "Copy". When finished, click "Next".

8. In the next window, you have the option to move "Notes", "Histories" etc. After selecting, click "Next".

9. In the next window, you have the option to keep or delete the source record. Make your selection and click "Next".

10. On screen six, you can go back or click "Finish".

ACT : Swapping field content

1. The first step is to create a "Look Up" of the records you wish to move the data.

2. After you have selected a "Look Up", click on "Edit" at the top of the ACT! screen.

3. Next, select "Swap Field".

4. A "Swap Data" dialog box will appear. You will see two pull down selectors labeled "Swap contents of" - "With contents of".

5. The "Swap contents of" field is the source field and the "With contents of" field is the destination. Click the field with the data you want to move and select which field to send the data.

6. After clicking "OK", a "Replace/Swap/Copy" dialog box will appear with this text: "This operation modifies all records in the current look up. Are you sure you want to continue?" At this point, you better be sure you have the correct look up. Otherwise, you'll move data you didn't intend to move! If you are satisfied you have the correct look up, click "Yes".

ACT : Promoting Secondary Contacts

A client recently asked: We would like to maintain activities, history and notes for Secondary Contacts. Is this possible?

Secondary contacts are additional contacts with some relationship to a Primary Contact. You can have an unlimited number of Secondary Contacts and they are maintained through a tab on the Primary Contact.

To add a Secondary Contact:
* Click the Secondary Contact tab > click New Secondary Contact
* Fill in the data required > click OK

The notes, activities and history, however, are associated only with the Primary Contact and not with the Secondary Contacts. To associate notes, activities and history with Secondary Contacts, you must promote it.

To promote a Secondary Contact:
* Select the Secondary Contact to promote
* Click the Promote button > Select an option below

Option 1) Duplicate data from main contact's primary fields
Option 2) Do not duplicate data from primary fields

* Click OK

The Secondary Contact will be promoted to a Primary Contact. Note: once promoted, the contact will no longer have any association with the original Primary Contact.

ACT : Sharing Scheduling other Users

A client asked this: Can I schedule meetings for my other ACT users as well as for myself?

Yes, ACT! has the capability to permit scheduling access for other ACT! users. To access this function, you would do the following:

* Select Schedule > Grant Schedule Access
* The Calendar Access dialog box appears
* Select the user to grant scheduling rights > click Access
* Select View and Schedule > click OK

You can now begin scheduling for the user(s) granted access. To schedule an activity for someone else in your company:

* Look up the contact to be scheduled > create the Activity as usual
* Click the 'Schedule For' button > pick the User from the Schedule For list
* Click OK when you are done

Note: If you do not see the user to be scheduled for, then you have not been granted access. Also, if you have an Administrator or Manager security role, you already have the Schedule For right

GoldMine : Using SQL to generate record counts from your database

Ever wonder how many primary contacts, secondary contacts, or history items you have in your GoldMine database? Here are three simple SQL Queries to give you an answer.

First, go to Tools>Filters & Groups>SQL Queries Tab. Copy and paste the queries into the top half of the screen then click the Query button.

For a count of primary contacts:
Select count(*) from contact1

For a count of secondary contacts:
Select count(*) from contsupp where rectype = 'C'

For a count of history records:
Select count(*) from conthist

GoldMine : Using Territory Realignment

Easily done with the help of GoldMine’s “Territory Realignment” function.

First, create a group or filter that will provide you with the contact records you want to reassign.

From the main menu, go to Tools>>Data Management>>Territory Realignment.

Select the applicable group or filter and click Next. In the next screen you will be able to update two contact fields and record ownership. To realign the territory, choose the third set of fields and change Owner to the appropriate user.

The next screen enables you to reassign activities from one user to another – for example, if Bob Smith leaves your company, you may want to reassign his appointments etc to his successor, Jane Doe. You can choose a date range and the types of activities you want to reassign as needed.

Click Finish and GoldMine will do the rest.

GoldMine : Showing Activity Codes in the History Tab

By default, GoldMine’s history tab does not show the activity’s activity code, which is a three letter code used to categorize activities. If you want this to show, open up your username.ini file, e.g. JEN.ini and find the [ActvObj] section. Then add this line right after the section header:

ShowHistActvCode=1

Save it, close and reopen GoldMine and you should now see Activity codes in the history tab.

GoldMine : Pending and History Tab Filtering

You can easily view your History and Pending items by particular users, particular dates, etc.

* Click on the History Tab of a contact
* Next to Activity click on the down arrow and choose E-mail Out
* You will now see a listing of just outgoing e-mails to that contact
* Your choices in the drop down list will be any of the activities you have completed for that contact
* You can do the same with any of the headers on the history tab
* You can output the information into Word or Excel by right clicking in the History area and choose Output to and the information will be put into an Excel Spreadsheet or a Word document
* When you have finished, make sure you go back to the drop down under the column header and choose "All" or you will only see the activity you have chosen to view on all of your contact records

GoldMine : Setting read and update access for a field

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 either/or "read" and "update" access for the field, setting the values to a GoldMine user or user group.

Click "Ok" to exit.

Crystal Reports : Calculating Age

One of the many things you will want to do with a bona-fide date field is calculate age.
Crystal makes it easy for us here; as long as we're comparing two date type fields, we can perform simple math.
Let us suppose that the date field in question is {CONTACTS.SOURCEDATE}, which represents when a particular prospect was imported into our database.

1. We can see how many records were imported in the last seven days

{CONTACTS.SOURCEDATE} <= CurrentDate() - 7

2. Or how "old" any particular record is, expressed in days

CurrentDate() - {CONTACTS.SOURCEDATE}

3. To calculate the age in years, we must use the Crystal DateDiff function:

DateDiff("yyyy", {CONTACTS.SOURCEDATE}, CurrentDate())

The "yyyy" specifies we want the answer in years; "m" and "d" are also options (months and days, correspondingly)

Crystal Reports : Displaying parameters with multiple values

When using a parameter that accepts multiple values, you will notice that you can't just drag it onto the report. We must pass it to the "Join" Crystal Function to "split" the values out.

Our parameter field is called {?UserID}, and accepts multiple values.

Create a formula with the following code:

Join({?UserID}, ", ")

This will return all UserID values within the {?UserID} parameter, separated by commas.

Crystal Reports : Using MID() to cut out a substring

Let us suppose that we are reporting on history, and our field {HISTORY.REF} has some annoying characters padded into the beginning of the string, like this:
"oc: Justin Hill - Appointment"
"oc: Gene Marks - Phone Call"
"oc: Corey Babka - Next Action"

For cosmetic purposes, we will create a formula to strip out the "oc:" with the following code:

Mid({HISTORY.REF}, 5)

This will return the entire string, starting at character position five.

Crystal Reports : Easily copying formatting between fields

In order to shorten the time it takes to make a report look nice, we can use the format painter to first, "copy" the formatting from one field, then "paste" it onto another. Formatting includes everything under the formatting options menu, including things like decimal places, currency symbol, etc.

1. Click on the object you want to "copy" the formatting of.
2. Go to Format | Format Painter on the top level menu
3. Click on the object you want to apply the formatting to

Note: Some versions of Crystal will not have this menu option, but will instead provide a format painter toolbar icon, in the form of a little paintbrush.

MSCRM: Creating My Views for Custom Entities

The entities in CRM that come "out-of the box" come along with pre-defined views for My Active views for each entity.
However, when you create a custom entity you will notice that by default only two views are created “Active” and “Inactive”. If you would like to add “My Active” and “My Inactive” views for custom entities, you would need to create them yourself by customizing the entity.

To create a “My Active” view in a custom entity follow the below steps:

1. Go to Settings, Customization
2. Customize Entities, Select the entity and Choose the Forms and Views Option.
3. Choose “New” and Enter the name of the View.
4. Edit the filter criteria and set the following conditions:

Owner equals Current User and Status equals Active.

5. Once the criteria has been specified you can edit the columns to include the columns that you want displayed in this view.

6. Save the view and Publish the Entity.

MSCRM: Announcements in Microsoft Dynamics CRM 4.0

Microsoft Dynamics CRM 4.0 provides a feature to create announcements that can be broadcast to the entire organization. They can be viewable by the entire organization if the users have been given the permission to read the Announcements. Announcements work like message boards where users can post topics of interest that they wish to share with all the other users of CRM.

To Create Announcements

1. In the Navigation Pane, click Settings, click Administration, and then click Announcements.
2. On the Actions toolbar, click New.
3. On the Announcement tab, enter information or observe any noted restrictions or requirements as needed:
• Title
Enter a title that clearly and unambiguously describes the nature and purpose of the announcement.
• Body
Enter the entire text of the announcement. You can cut and paste an announcement text from another application. However, any formatting will be lost.
• More Information URL
Enter a Web address path for a Web site with more details related to the announcement. A Web address that does not include "http://" is automatically expanded to a full Web address.
In the announcement, the Web address is an active external link.
• Expiration Date
Enter the expiration date for the announcement, or click the Select Date button to select the date.

When an announcement expires, its expiration date cannot be updated. Microsoft Dynamics CRM removes it from the Announcements area, and you must create a new announcement.
4. Click Save or Save and Close.

After creating the announcements users can see these announcements under the Workplace.

MSCRM: Including a Link to a specific Opportunity Entity

A sales representative would like to have an email sent to them whenever a new opportunity is assigned to them. With a workflow, you can create a rule that sends them an email whenever an opportunity is assigned to them. In the email, you can also include any attribute information that is associate to the opportunity.

But then to find that particular opportunity in the CRM system, the sales representative needs to open CRM and then search on the topic or look at opportunities that belong to them. Either way it's a multi step process.

To make the process easier, create a url link to the opportunity and then include it in the email. The sales representative can then click directly to the opportunity.

To create a URL link directly to an opportunity:
1. Create a new attribute in the opportunity entity, called new_url_address, nvarchar type, format URL and length of 200.
2. In the OnSave event of the Opportunity entity , set the new field to the URL of the opportunity as follows:

crmForm.all.new_url_address.DataValue=
"https://crm/your particular OrgName/sfa/opps/edit.aspx?id=" + crmForm.ObjectId;

3. In your workflow when you create your email, you'll now have an attribute with the URL address of that opportunity.
4. Insert the field into the email and your sales rep will now have a 1 click step to the opportunity.

MSCRM: Opening CRM Forms in a Larger Window

Recently a customer asked me how to open the Accounts form in a larger window. Adding some simple JavaScript will do the trick.
1. Go to Settings, Customization.
2. Customize Entities and Choose the Account Form.
3. Choose Forms and Views, Form, and Form Properties.
4. On the Events tab, make sure that OnLoad is highlighted, then click Edit.
5. Paste the following code and make sure that the box for Event is Enabled is checked:

//resize window to full screen upon opening Account forms
window.moveTo(0,0);
window.resizeTo(screen.availWidth, screen.availHeight);

6. Save and close the form and publish the entity.

MSCRM: Get the Microsoft Dynamics CRM 2011 Beta

The Microsoft Dynamics CRM 2011 Beta has been released!
If you’d like to get a sneak peak at the product you can request online access to the beta. You will be given your own online organization to play with and test out all the great new functionality. Some of the highlights are:

• Team Ownership of Records
• Queues against any entity
• User and team queues
• Native Integration with SharePoint
• Customize right from User Interface
• Multiple Forms Per Entity
• Field-Level Security
• Auditing against ALL Entities Built-In
• Solution Framework
• Role Tailored Forms and Views
• Custom Activity Types

The link to be able to retrieve the Microsoft Dynamics CRM 2011 beta is:

https://offers.crmchoice.com/CRM2011Beta-Signup/

Saturday, October 2, 2010

HEAT: Boolean Logic In Call Groups

A client asks: I am not familiar with the Boolean logic used in Call Groups. Can you explain?

When creating a Boolean expression, the binding elements are the logical operators. These operators include: AND, OR, >, <, >=, <=, <>,=, like, is empty, is not empty, is null, is not null. Following is an explanation of how these operators molds the data returned from your search.

- AND
When connecting two conditions with AND, Call Logging looks for Call Records containing values specified. For example, to find open Call Records with Hardware as the Call Type and JSmith as the tracker, your expression would look like:

CallLog.CallStatus = 'Open' AND CallLog.CallType = 'Hardware' AND CallLog.Tracker = 'JSmith'

- OR
When connecting two conditions with OR, Call Logging returns Call Records containing the selected values. For example, to find calls made about Lotus 1-2-3 issues or Microsoft Excel issues, create the expression:

CallLog.CallType='Excel' OR CallLog.CallType='Lotus 123'

- Less Than (or Equal To) <, <=; Greater Than (or Equal To) >, >=; Equal To =; Equivalent of Does not Equal <>

The equivalency operators define a value's relationship compared to something else. For example, to find the Call Records with a Call Type of Purchase Order resolved on or before 12/31/01; the dates you are interested in are less than or equal to the value 12/31/01. Your expression would look like:

CallLog.CallType='Purchase Order' AND CallLog.CallStatus='Solved' AND CallLog.ClosedDate<='2001-12-31'

To pull the Call Records with a Call Type of Purchase Order resolved on or after 12/31/01, your expression would look like:
CallLog.CallType='Purchase Order' AND CallLog.CallStatus='Solved' AND CallLog.ClosedDate>='2001-12-31'

Search for data with a relationship to all but one of the possible values associated with it. For example, to pull a list of the Call Records that are not closed. These records would include open calls, pending calls, reopened calls, and so on-the Call Status values except for closed appear. The expression would look like:

CallLog.CallStatus <> 'Closed'

- Like
Use the like operator to find text within a Call Record. Assume you closed a Call Record several weeks ago but need to review it again. You can't remember the customer's name but can recall the call description contained the word "training." Use the like operator to find the Call Records that include "training" in the Call Description. Your expression would look like:

{CallLog.CallDesc}like '%training%'
Note: The % is used as a wildcard. The % instructs HEAT to find all Call Records with the word "training" anywhere in the Call Description.

- Is Empty
Use the is empty operator to find empty fields. For example, to find Call Records with an empty Priority field. The expression you create would look like:

CallLog.Priority is empty

- Is Not Empty
Use the is not empty operator to find fields containing a value. For example, to find Call Records with a value in the SLA field. The expression you create would look like:

CallLog.CallStatus is not empty

- Is Null
Use the is null operator to search for field values equal to zero. For example, to know who did not pay tax on their orders (your out-of-state clients). Your expression would look like:

Detail.TaxCost is null

- Is Not Null
Use the is not null operator to search for field values not equal to zero. For example, to know who paid tax on their orders (all of your in-state clients), your expression would look like:

Detail.TaxCost is not null

HEAT: The Standard Flow Of Taking A Call In HEAT

A clients asks: Can you explain the standard flow of taking a call in HEAT?

Understanding sequential steps to take when logging a call maximizes Call Logging's versatility. These phases represent the basic steps in processing information for properly documenting and resolving an issue.

Step 1-Gathering Customer Information
Whether your customer is an internal or external employee, gather pertinent information surrounding the caller's issue. When call takers open a new Call Record, they validate the customer's information from the validation table or create a customer profile in the Profile form before beginning the discovery process.

Step 2-Recording the Call
After recording the customer's information, the call taker determine the nature of the caller's issue. The description most closely resembling the problem is selected from the Call Type drop-down list. There may be a Detail form associated with the designated Call Type to gather information.

Additional information is gathered and typed into the Call Description text box. Sometimes the call taker immediately resolves the issue. If it is not possible to do so within the first call, the call taker usually assigns the issue to another technician with expertise in resolving that Call Type.

Step 3-Assigning Calls
The call taker clicks the Assignment tab at the top of the main Call Logging window, which opens the Assignment form where the issue is delegated to the appropriate technician. The technician monitors Assignments by creating Call Groups meeting pre-defined criteria. If the designated technician is not the correct person for resolving the issue, reassign the issue. When the correct technician receives the Assignment, he or she Acknowledges it. The issue's owner, or tracker, has responsibility for the resolution and can track the Call Record as it progresses through Call Groups.

Step 4-Researching and Creating a Journal Entry for the Call
Tools aid call resolution. Perform a knowledge search using Heat Plus Knowledge, post an issue on the HEATBoard, or create an AutoTask to expedite a repetitious process.

The technician or call taker can make Journal entries containing relevant findings using the Journal form. Pertinent information regarding the call are housed within the Call Record itself.

Step 5-Resolving and Closing the Call
When the issue is resolved to the customer's satisfaction, the Assignment form is marked as resolved by the attending technician, and the resolution information is entered in the Solution Information and Cause text boxes in the Call Log form. The Call Status is updated to reflect a value of Solved. The technician can perform a Quick Close operation, or the Owner can close his or her issues with the Solved status.

HEAT: Differences Between A Call Group And A Customer Group

Ever want to know what's the difference between a Call Group and a Customer Group?

Customer Groups let you "group" or organize Customer Records according to similarities or other criteria and search for records quickly. For example, create a Customer Group to cluster Customer Records for customers living in New York.

You can define the criteria for a Customer Group using one of these:

- Simple Search: One expression (for example, all customers living in New York; expression is State = New York).

- Boolean Search: Multiple expressions (for example, Gold customers living in New York; expressions are SLA = Gold AND State = New York).

To create a Customer Group using a Boolean Search:


- Activate the Customer Window by clicking Profile on the Call Logging toolbar.
- From the Call Logging menu bar, select Group > New Customer Group. The New Customer Group dialog box appears.
- Type a name and description for the Customer Group.
- In the Save to View area, select a View (audience) for your Customer Group.
- In the Table Name drop-down list, select the table containing the field to use in your expression (for example, "Profile"). When selecting one of the tables, the available fields for that table appear in the Field area.
- In the Field area, double-click a field to add it to the Boolean Expression
- In the Operators area, double-click an operator to add it to the Boolean Expression (for example, "=").
- Click Browse Field Data. The Validate from "x" dialog box appears where "x" is the selected field. Available items appear in grid view. Select a value and click OK.
- Continue to add expressions joined by operators (for example, AND Priority = "1").
- To define a sorting order for the Customer Group, click Order By to access the Order By dialog box. Select the field or field by which to sort the group (for example, if you select CallID, all records in the group are listed in ascending or descending order by their Call ID numbers).
- Click Check to validate the expression text.
- Click Run. Customer Records matching your criteria display in the Call Logging main window (in Grid or Form view).

HEAT: Ways To Create A Call Group

Want to create a call group? Here are some ways of creating a Call Group:

One way to create a Call Group is to put a Call Record on hold. For example, put a record on hold when you have not saved the call, but you need to create another Call Record. The "Calls on Hold" Call Group is created when you put a Call Record on hold. Access this Call Group by selecting Group > Calls On Hold.

Note: A Call Record on hold is not saved in the database. If your system administrator commits an Edit Set, you lose all Call Records on hold.

Another way to create a Call Group is by using a Boolean Search, which is a query of multiple expressions (for example, all open, priority 1 Call Records; expressions are Status = Open AND Priority = 1).

- From the Call Logging menu bar, select Group > New Call Group. The New Call Group dialog box appears.
- Type a name and description for the Call Group.
- In the Save to View area, select a View (audience) for your Call Group.
- In the Table Name drop-down list, select the table containing the field to use in your expression (for example, "CallLog"). When you select one of the tables, the available fields for that specific table appear in the Field area.
- In the Operators area, double-click an operator to add it to the Boolean Expression (for example, "=").
- Click Browse Field Data. The Validate from "x" dialog box appears where "x" is the field you selected. All available items appear in grid view. Select a value and click OK (for example, "Open").
- Continue adding expressions joined by operators (for example, AND Priority = "1").
- Click the Check button to verify your expression text is correct.
- When satisfied with the expression text you have defined, click Run. All Call Records that match your criteria display in the Call Logging main window (either in Grid view or Form view).

You can also create a Call Group using a Simple Search, which is a query of one expression (for example, all open Call Records; expression is Call Status = Open).

- From the Call Logging menu bar, select Group > Simple Search. A submenu with single search criteria appears.
- From the submenu, select a field to search (for example, "Call Status"). The Simple Search for Field "x" appears where "x" is the field selected.
- From the Operator drop-down list, select a logical operator (for example, "=").
- Click Browse to select a value for the search. The Validate from "x" dialog box appears.
- Select the value to add to the search (for example, "Open").
- Click OK. You return to the Simple Search for Field "x" dialog box.
- To limit the search to an existing Call Group, select the Narrow an Open Call Group check box. Select a Call Group in the drop-down list.
- To create a new Call Group from the query results, select the Create a New Call Group check box.
- Click Run. Call Records meeting your criteria display in the Call Logging main window (in Grid view or Form view).

HEAT: Grouping Call Tickets Without Creating A Call Group

A client asks: Can I group Call Tickets without creating a Call Group?

Call Groups use Boolean logic to group Call Tickets together according to common criteria. If you would like to group Call Tickets that do not share a common criteria that is definable in a Call Group, you can use the Hot List.

A Hot List is a special type of Call Group in which Boolean expressions are not used to pull Call Records specific to defined criteria. The calls in a Hot List are manually added to the group. Add any call including Records with different Customer Types. Hot Lists appear alongside other Call Groups in the Open Call Group dialog box.

To open a Hot List, select Group > Open Call Group. The red question mark symbol to the left of the group differentiates the group as a Hot List.

Adding a call to an existing Hot List links that call with the Hot List as it is recorded in the database and with the Call ID number. This is important because you can add a call to many Hot Lists at the same time.

- Ensure the call to add to the Hot List is the active call.
- Select Group > Add Call to Hot List. A list of existing Hot Lists appears.
- Click the appropriate Hot List from the available Hot Lists. Your active call adds to the Hot List.

To permanently remove the active Call Record from the active Hot List:

- This option is available when the Hot List is the active Call Group.
- Use this procedure to remove Call Records from both Hot Lists and My Hot List.
- Ensure the call to remove is the active call.
- Select Group > Remove Call from Hot List. The Remove Call From Hot List dialog box appears.
- Select the Don't show this dialog box again check box to not prompt with the warning in the future.
- Click OK. The Call Record is permanently removed from the Hot List.