Monday, March 28, 2011

BlackBerry Made Me A Loser. But Could Microsoft Make Me A Winner?

Today's Forbes post.

HEAT Viewing Caller History

The content of the Call History form does not actually reside in the HEAT database, but is the result of a database query. The form contains a list of all existing Call Records for the active customer.

To Access a Customer’s Call History:

  • In the HEAT for windows Call Logging window, either click the Caller History button on the Call Logging toolbar or from the menu, select Customer>Call History. The Call History displays (in grid view) a record of all the calls for the customer associated with the currently active Call Record. Double-click an entry to display the Call Record in the Call Logging window.

  • In the Customer window, click the Call History tab. The Call History displays (in grid view) a record of all the calls for the currently active customer. Double-click an entry to display the Call Record in the Call Logging window.

  • A user has the ability to set their individual preferences to default to the caller’s history when a new ticket is created

  • In HEAT Call Logging, select Edit>User Preferences, then click the Display tab.

  • Check “show call history on new calls”

HEAT Call Logging – Disabling the Dashboard

To Disable the Dashboard

To prevent the dashboard from opening when you log on to Call Logging:

1 Select Edit>User Preferences.

2 Click the Display tab.

3 Deselect the Show Dashboard at Startup check box.

4 Click OK. Note that you can still reopen the Dashboard at any time from the View menu

In large environments the network administrator may want to disable the Call Logging Dashboard via registry settings. A batch file can be triggered via a login script to update multiple computers.

The following registry setting disables the dashboard – note showDashboard=1 enables the dashboard


The dashboard will not appear on the HEAT User’s computer.

We highly recommend that you test registry settings before distributing to other HEAT Users. Also, be sure to follow all Microsoft procedures on how to handle advanced registry settings.

HEAT Call Logging – working with the HEAT Dashboard

The HEAT Dashboard dialog box opens over the Call Log form when you first log on to HEAT, and can be subsequently accessed via the View menu or by pressing Ctrl+F12. The Dashboard provides a one-stop location for common views and metrics:

To Modify the Dashboard Display

Any of the views and metrics can be removed from display on the Dashboard, so you can display on the Dashboard only the information you need to see:

1 Click the Settings down arrow at the bottom left of the Dashboard.

2 Deselect the check box next to the item you want to remove from display.

HEAT for Windows and HEAT Self Service - HSS Latest Patches Released

HEAT Patch

This patch rolls up existing hot fixes, and includes fixes for HEAT Service & Support, HEAT Self Service, and Web Based Call Logging . The following issues have been addressed with this release:

  • Force Call Re-Open set to ‘No’ will not allow users to add Journals.
  • Include all Email header information when using the Create Journal option when using the Send Message AutoTask Action.
  • HSS-Unified Login requires user to click the ‘Login’ button to actually Login.
  • HSS-Users are not able to add Journal entries without having Edit Journal rights.
  • MAPI listener fails on emails when processing emails with accented characters.
  • Upgrade crashes if HEATSecG record has been created with the Web Config tool.
  • Un-checking Unique Key flag on a field crashes the Administrator tool.
  • HMC Web Listener interprets carriage returns as a square.
  • HEAT cannot drop a table during the committing of an edit set when the Detail field is marked Unique.
  • Inserted Date field format not editable on HTML Email action.
  • Using the ‘Insert All Journals’ option shows HTML code in the outgoing Email.
  • HMC-MAPI Listener hangs when accessing specific emails.
  • Call Logging – Date Adjust is calculation is inconsistent when using Days, Hours, Minutes, and Help Desk Hours.
  • Create Record from Call History populates Subset record with incorrect data.
  • Switching Call Groups in Call Logging causes Call Logging to re-query the group.
  • Switching calls inside a Call Group re-queries the Call Group.
  • Setting the Customer Type filter causes HEATErr log entires.
  • Users can’t execute a Simple Search if they populate the search value by using the Browse option.
  • Incorrect Error happens when attempt to Acknowledge an Assignment.
  • HMC-Using the Do Not Update Destination field flag in action definition cause the Email to bypass filters.
  • Flashing on Call Log screen causes Call Logging to be in operable.

This patch needs to be applied to every machine.
To apply this patch, do the following steps:

1. Copy the patch to the machine you wish to apply the patch to.

2. Exit out of HEAT, and stop all HEAT related services.

3. Double-click the executable.

4. When ready, click ‘Update’.

5. Click ‘Finish’ after the install.

HEAT Patch

This patch only needs to be applied on the Web Server where Web Based Call Logging and HEAT Self Service is installed. Ensure that HEAT has been applied before installing this patch.

  • Validating First or Last Name on the Subset while in Web Based Call Logging is not auto filling the rest of the fields like it does in the rich client.
  • The Session Timeout feature for Web Based Call Logging and HEAT Self Service does not work consistently.

This patch only needs to be applied on the Web Server where Web Based Call Logging and HEAT Self Service is installed. Ensure that HEAT has been applied before installing this patch.

To apply this patch, do the following steps:

1. Copy the patch to the machine you wish to apply the patch to.

2. Exit out of HEAT, and stop all HEAT related services.

3. Double-click the executable.

4. When ready, click ‘Update’.

5. Click ‘Finish’ after the install.

Need us to send you HEAT patch - email

Sunday, March 27, 2011

QuickBooks: Doing Payroll without a Subscription Service

A small business client just hired an employee and wondered if there was a way to write a payroll check without having to subscribe to a payroll service. He was concerned about the cost and thought he could “just write a check”.

The answer is yes, it is possible to “just write a check” to pay the employee. However that is only the tip of the iceberg.

The entire payroll process includes accruing and playing liabilities for all the taxes and other withholdings, filing the federal, state and locate payroll returns on a monthly, quarterly and annual bases.

In other words, it can be complex, but not impossible. Those with a thorough understanding of all the payroll elements can set up the liability and expense accounts, get the tax table information needed and contact all the agencies for reporting, and consult with an accountant or payroll expert prior to starting the process.

QuickBooks: Verify and Rebuild Data Commands

Tucked away under the File / Utilities command in the QuickBooks menu bar, you will find the “Verify Data” and “Rebuild Data” commands. Their importance to your success with QuickBooks cannot be understated.

Verify Data command.
This is a tool that QuickBooks provides to help ensure that your QuickBooks data is being stored in the QuickBooks database properly and without errors or problems. QuickBooks stores all of your invoice, checks, reports, etc. in one big digital filing cabinet. Like a metal filing cabinet that holds paper files can get messy and out of order, your QuickBooks file can experience the same problem, only in digital form. With a metal filing cabinet, you can often see just how messy it is getting. With a digital filing cabinet like the one QuickBooks uses, you can’t see if it is getting messy.

The Verify Data command does this for you! Simply run this command on a regular basis (monthly is fine) to ensure that your QuickBooks data has no problems with it. Simply click File - Utilities - Verify Data. Once the process is complete, you should see a screen that indicates problems or no problems with the data.

Rebuild Data command.
In the event that the Verify Data command mentioned above runs into some trouble, QuickBooks will tell you it is necessary to rebuild your data. Make sure to follow the instructions accordingly! Using the filing cabinet analogy from above, the Rebuild Data command is the tool QuickBooks provides to get your digital filing cabinet back in good order and any data problems resolved.

In addition, the Rebuild Data command will ensure that your QuickBooks data is optimized for fastest access and retrieval speed. Your reports will be created at optimum speed and access to customer and vendor information will be the best it can be too. Before launching the Rebuild Data command, QuickBooks will ask you to make a backup copy of your QuickBooks data for safekeeping in the rare event that it has a problem and can’t finish. Once the backup is complete, the rebuild process begins.

Note: If you run the verify data and get an error message and have to rebuild the data, run the verify data again to make sure that the rebuild took care of your issue. If there is still a problem, you should contact your ProAdvisor or Intuit for support.

QuickBooks: Subtotal Sales Summary by Customer Type

A client recently asked how to get sales or invoices subtotaled by customer type in a Summary report.

Like many reports, this can be customized by using the filters.

Go to the Reports menu and select Accountant and Taxes then Transaction Detail by Account

When the report populates – click the modify button and use the following filters

Account = A/R Transaction
Type = multiple transactions types / select invoice and credit

Then next to the date, change the total by to Customer Type

QuickBooks: Undoing reconciliation two months back

Help…..I fund a common PayPal account for personal & business transactions with different bank accounts. I reconciled PayPal first & shouldn't have. Can I unreconcile multiple months of PayPal to reconcile bank accounts first? Yes, but you must do them one month at a time. There is no magic button for multiple un-reconciliations.

To unreconcile a bank account:

Make sure you back up your data before you begin.

  • Go to the Banking menu and then click Reconcile.

  • In the Begin Reconciliation window, click Locate Discrepancies.

  • Click Discrepancy Report or Previous Reports to view the list of discrepancies.

  • Click Undo Last Reconciliation. .

  • Click Restart Reconciliation to repeat the reconciliation process from the beginning.

QuickBooks: The Open Window List

During the year end clean up, my client was in and out of so many windows and kept opening and closing then. She realized that she could leave several open, but wondered how she could easily toggle back and forth to the ones she needed.

One solution is to use the Open Window List. -- from the View menu, select Open Window List. QuickBooks adds a column along the left side of the screen. It keeps a list of all the windows you used and that are still open.

Clicking back and forth in this list is much faster than trying to find an open window by closing other windows. If you don’t like using the Open Window List, or close it, you can still view the list of open windows from the Windows menu.

MSCRM 4.0: Linking One Activity to Another Activity

A customer recently asked: Am I able to know if an activity is a follow-up activity from another activity? You can take the following actions to allow one activity to be linked to another:

  1. Use a web link. Every record in CRM has a web address associated to it. You can see this in the web client in the address bar at the top. If the address bar is not visible, simply click on Ctrl-F11 and it will appear. Therefore,we can add a URL to the Activity form and we can link back to another Activity.

  2. Go to Settings, Customization, Appointment Entity.

  3. Choose Attributes, New. Add a text attribute. It is really easy to add a text attribute to a CRM form. What is not commonly known is you can force this text field to accept only web addresses. When you create the text attribute, you can specify the format as ‘URL’. Please note, increase the maximum length of this attribute to at least 200 as it is really easy for the URL to exceed 100 characters.

  4. Add the new URL attribute to the Appointment form.

  5. The next time an appointment is added that is a result of another activity, you can copy and paste the URL of the originating activity to the new activity form.

MSCRM 4.0: Changing Background Colors on Entity Forms

A customer recently asked: I’d like to change the color of some fields on the Account form to highlight that it is a required field. Also, I’d like to change the color of the address section to make it stand out on the form.

Following is the code to be added to the On_load event of the Account form:

// Code to Change Color of Account Name Field = "#FF00F"; = "#FF00FF";
// Code to Change Color of Address Section = "#87cefa";

A good website resource for getting the html codes for specific colors:

MSCRM 2011: New Easier UI

The number of additions and improvements for Dynamics CRM 2011 is estimated to be over 500 from Dynamics CRM 4.0. Listed below are a select few examples that should greatly improve the user’s experience:

  1. Ribbon – 2011 provides navigation through a ribbon which allows for easy access to menu options and a true Office application experience.

  2. Charts - Charts can be accessed quickly from the ribbon and viewed alongside a grid on entity data, giving the user as much information as possible in one window. New charts can be made easily by end users with the Chart Wizard.

  3. Dashboards - Dashboards allow users to read data from multiple sources in a single location. The dashboard is designed to eliminate the need to navigate through numerous windows in order to obtain information. Dashboards can be designed for all users of a company to see, providing employees with a single, consistent source for key data. Users can also create custom dashboards, tailoring them to meet their specific needs.

  4. Records Navigation - Navigating through records in the web client has been streamlined. The number of clicks it takes to navigate through records has been reduced so users can work more efficiently.

  5. Single Page Forms - Comprehensive details on a single page instead of tabs

  6. Data Auditing - Tracking changes to a record’s data in previous versions of Dynamics CRM required custom code or plug-ins. Now available out of the box, a flexible data-auditing tool allows users to enable and disable auditing for every entity. If a user chooses to enable auditing for a particular entity, all of its fields are audited automatically; but the user can disable each field individually if necessary.

Tuesday, March 22, 2011

Crystal Reports : Changing the CURRENTDATE

It is very often that you may have a report that uses "Today" as one of it's parameters.
This is nice if you are looking back seven days from "Today", etc. Reducing parameter choices for your end-users always makes it a little easier to print the report.

Let us suppose we have the following code in our Selection Expert:


So, what this is saying is give me all histories within the last 7 days.

However, if you ever need to "trick" this report to generate MORE than the last seven days, you can certainly modify the selection criteria. But there is a trickier way to make this happen:

Go to Report | Set Print Date and Time. Here you can tell Crystal what date and time it should think it is. What it actually does is change the date returned by the CURRENTDATE function.

Try it!

Crystal Reports : Using Notes Fields

When inserting "notes" fields into a Crystal Report, some things must be considered:

- After inserting the field, you may specify whether or not it "can grow" (meaning vertically) by going to the fields' Formatting page and selecting "Can Grow". You may also specify how many lines it "can grow" by.

- Certain databases keep their notes in HTML format, in which case the output will look garbled. You may, again, go to the fields' Formatting page and go to the Paragraph Formatting tab, then select a "Text Interpretation". Choices include HTML and RTF (Rich Text Format).

Crystal Reports : Rotating Text

Often, when creating a report with graphs or indeed embedded images, we may want to change the direction or rotation of a field.

1. Right-click on the field in question within the Crystal Designer.
2. Select "Format Text" or "Format Field" (depending on the field type).
3. In the middle of the first formatting page, select a different Rotation. (i.e. 90 or 270).

Crystal Reports : Consolidating Formulas

Let us suppose we are creating a crosstab object to show us where INVOICES land in date buckets. You would want to specify each ROW of the crosstab as your summary (i.e. COUNT or SUM). You would need, then, to specify your COLUMNS within the crosstab as a single, unified function that will "kick out" the correct "bucket name" based on INVOICES.DATE.

We will call our unified crystal function DATEBUCKET and the code would look like this:


This code consolidates our date buckets into one unified crystal function that can be added as a Group or a Crosstab column. Obvoiusly, the bucket names are "kicked out" as described above. These will ultimately be the names of your groups.

Watch your math to guard against double bucketing!

Crystal Reports : Changing Groups at Run-Time

This is neat: Let us suppose we want a report to be Grouped on either Users.UserID or Users.UserTerritory, depending on a Parameter field.

So, provide a simple parameter, {?Group} and let the user set it to "UserID" or "Territory".

Now, within your report, create a formula field called {@Group1} and paste in the following code:

IF {?Group} = "Territory" THEN {USERS.USERTERRITORY}

Now, create your Group in crystal, and use {@Group1} as your Group Field.

This way, the user can select how the report should group itself, affecting all summaries, etc.

Try it!

Monday, March 21, 2011

Why I Won't Be At SXSW Next Year

That's because SXSW may be really cool and fun and crazy. But it won't be profitable for a technology firm like mine. It's too expensive. Too crazy. And too big. The best kind of conference for my company is the one held by the American Boiler Manufacturer's Association. Or the Florida Sod Growers Cooperative.

Read more from my Forbes blog.

Wednesday, March 16, 2011

Why Dynamics CRM is Better Than British People

Yes you read right. Microsoft Dynamics CRM is better than British people.

Don't believe me? Download my whitepaper explaining why.

Tuesday, March 15, 2011

Can GoldMine Improve Your Sex Life?'s DEFINITELY improved mine. Want to learn how?

All you need to do is download my new whitepaper "How GoldMine Improved My Love Life"

Friday, March 11, 2011

GoldMine : Searching E-mail

We all do it; keep a stuffed inbox. Occasionally I get lost in mine and must Search for a particular e-mail message.

It's easy to do!

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

GoldMine : Contacts without History

One of the most useful Queries you can run in GoldMine is a query to determine what Contacts have no history.

Select Tools | SQL Query.

Paste in the following text:


This gives you Contacts with NO history. To see Contacts without History for a particular range of dates, use this:


This will return all Contacts without history between 2005 and 2006.

ProTip: Don't forget you can build Groups on records returned in a SQL Query!

GoldMine : Linking a folder in the Links tab

You need not just link a document to the Links tab; you can also link a folder (which will then come up in Windows Explorer when activated).

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

GoldMine : Using userdefined fields in email templates

Those of you who use GoldMine e-mail templates should know; this is a great cheap way to send personalized correspondence between your company and prospects/customers. The ability to insert GoldMine Fields in the e-mail template itself however, can be a little less than easy to use.

To insert a field in an e-mail template, simply create a new template, then click on button near the top of your editor that has a little down arrow on it. That will expand a menu, with which you can select Contact Record fields to be inserted (i.e. Firstname, Lastname, Company, etc).

You'll notice right away that none of your userdefined fields are available through this drop down, however. They must be manually inserted.

To do so, simply type in the field code. For userdefined fields, use the CONTACT2 table like this;

If you field is called UPRODUCT, then use the code "CONTACT2->UPRODUCT" in your email. Remember that your field code must be encapsulated within "<<" and ">>".

Pro Tip: You can set the initial position of your cursor in an email template by using the "CURSOR" field code.

GoldMine : Using HTML in Email

I get a call from client every so often where they ask: "How do I get the formatting tools in my email center?".
HTML email, by default, is typically not enabled. To "unlock" the font and formatting tools in your GoldMine e-mail editor, go to Tools | Options | E-mail | More Options | Advanced.
Simply check the box labeled "Use HTML when creating new e-mail".

Pro Tip : To enable HTML for an e-mail template, you must do this on a per template basis. When creating your new e-mail template look for the "Use Rich Text (HTML)" checkbox in the upper left hand corner.

Tuesday, March 8, 2011

Lots of whitepapers

Don't forget we've got tons of free whitepapers on GoldMine, Microsoft CRM, QuickBooks and other topics for download.