Thursday, March 29, 2012

HEAT - Attachments

With the correct security privileges, Heat users can add, edit, delete, and view attachments.

To Display/Hide the Attachments Toolbar:
Select View > Toolbar to turn the display of the Attachments toolbar off or on. The last setting
is saved, so when you log off and log back on again, the last setting is retained.

Defining the attachment location

In the HEAT Administrator module, select Defaults > System > System Defaults from the menu bar.
The System Defaults dialog box opens

In the default path for Call Attachment files field, type the path or click browse to navigate to the location you want to use as the default storage location for Call Record attachments (this path is also applicable for We-based Call Logging)


You can export Call Records from the Call Record Browse dialog box, which displays a grid of Call Records in the currently displayed Group.
  1. While in the Call Group, open the Call Record Browse dialog box by pressing Ctrl+B (or select Group>Call Record Browse).
  2. In the Call Record Browse dialog box, click Export. The Save As dialog box opens.
  3. In the Save as type field, select the type of file. You can save the Call Records as an Excel spreadsheet (.xls), as an XML file, or as a .txt file.
  4. Click Save.
  5. When the export is complete, the HEATExport dialog box displays an Export Successful message.
  6. Click OK.

HEAT - Print by Call Group

You can print each Call Record within the current Call Group.
  1. while in the Call Group you want to print, select File>Print>Group. The Print Group ‐ Work Group dialog box opens.
  2. Select a print quality from the Print Quality drop‐down list.
  3. In the Copies field, select the number of copies to print.
  4. Select Collate Copies to collate multiple pages (if available).
  5. Click Setup to change the printer settings. The typical Windows Print Setup dialog box opens.
    • Select a printer.
    • Set its properties.
    • Select the paper size.
    • Select Source in the Size and Source area.
    • Select either Portrait or Landscape in the Orientation area.
  6. Click OK.
  7. In the Sections to Print section of the Print Call Ticket dialog box, select all options that apply.
  8. In the Section Spacing section, select the spacing scale for the Call Ticket print out.
  9. In the Header Info section, select all options that apply.
  10. Click OK.


  1. In the main Call Logging window, select File > Print > Call Ticket.  The Print Call Ticket dialog box opens
  2. Select print quality from the Print Quality drop‐down list
  3. In the Copies field, select the number of copies to print.
  4. Select Collate Copies to collate multiple pages (if available).
  5. Click Setup to change the printer settings. The typical Windows Print Setup dialog box opens.

    You can:
    • Select a printer.
    • Set its properties.
    • Select the paper size.
    • Select Source in the Size and Source area.
    • Select either Portrait or Landscape in the Orientation area.
  6. Click OK.
  7. In the Sections to Print section of the Print Call Ticket dialog box, select all options that apply.
  8. In the Section Spacing section, select the spacing scale for the Call Ticket print out.
  9. In the Header Info section, select all options that apply.
  10. Click OK.

Wednesday, March 28, 2012

QuickBooks: Default Bank Accounts

If you regularly use the same bank account for specific banking transactions, you can set preferences so that a form always opens with the desired account filled in. QuickBooks remembers your preference account even if you enter a transaction and manually choose a different account for that transaction. This is useful if you occasionally write a check from a seldom-used account. If you do not set preferences for forms, the form opens to the same account that you used last time you opened the form.

Setting personal preferences for default accounts

You can set default bank accounts for writing checks, paying bills, paying sales tax, and making deposits. If you select the checkbox you activate the preference so that you can choose from one of the available accounts or you can add a new one. If you choose to add an account that is inappropriate for checking functions, you'll be prompted to enter a correct type before setting the preference.

Setting company preferences for default accounts

The QuickBooks administrator can set company preferences that open paychecks and payroll liability forms at the correct bank account. You can use the preference to indicate where the cursor starts on checks. You save time because you don't have to choose the correct bank account or move manually to the Payee field.

Edit –> Preferences -> Checking

QuickBooks: Credit A Customer For Underpayment

“Can you help me? I recently got paid for a long overdue invoice. I was so happy to have gotten paid that I did not worry that the customer paid it short. The total invoice was for $2,452.05 and the check was issued for $2,450.00. I don’t want to bother trying to collect the difference of $2.05. What is the best method for clearing the balance due?”

Most people would think that changing the original charge would be a good way, but I happen to disagree. I think that leaving the original amount shows that true effort of work for which you charged.

There are two alternative methods for clearing this balance that will keep the original information intact.

One would be to create a discount line on the original invoice and put the information in the description line that the discount is to offset the unpaid balance.

Another is to create a credit memo for the balance due and then apply the credit to the unpaid invoice.

QuickBooks: Finance Charges

QuickBooks uses the following equation to calculate finance charges:
Number of days past due x balance due x rate/365

For example, if on June 1st you assess a finance charge for a customer whose terms are Net 30. QuickBooks creates an invoice for the amount of the finance charge. If your customer does not pay by July 2nd and you added terms of Net 30 to the finance charge invoice and selected the "Assess finance charges on finance charges" checkbox, QuickBooks calculates interest on both the original overdue amount and on the finance charge amount. If you did not select this checkbox, QuickBooks calculates finance charges only on the original overdue amount.

IMPORTANT: Laws vary about whether you can charge interest on overdue interest payments. Confirm with the appropriate jurisdiction that you are in compliance with that jurisdiction's lending laws.

Have the QuickBooks Administrator set up QuickBooks to assess finance charges.
Edit -> Preferences -> Finance Charge -> Company Preferences

When you assess finance charges, QuickBooks automatically creates a finance charge invoice

1. From the Customers menu click Assess Finance Charges. A new screen will appear.

2. Select the customers and jobs for which you want to assess finance charges.

Important: Customers and jobs marked with an asterisk (*) have credits in the form of payments or credit memos that you have not yet applied to an invoice. The overdue balance shown in the Assess Finance Charges window does not reflect these credits.

3. (Optional) Change finance charge amounts by typing over the amounts shown in the Fin. Charge column. To change the interest rate, click Settings and enter the new rate.

4. (Optional) If you plan to print the finance charge invoices to send to customers, select the Mark invoices to be printed checkbox, and then print from the print forms queue.
If you send statements, leave this checkbox cleared. The finance charges will be included the

QuickBooks: Adding a 1099 Vendor

Don’t wait until the end of the year to realize that you do not have the information properly set up in QuickBooks for 1099 vendors. Set the process that when you enter the vendor information for the first time; be sure to include the necessary information to create the proper report. I actually suggest to clients to have a policy that states vendors will not be paid unless a W9 form is received.

About 1099 vendors
If you use unincorporated vendors, such as outside consultants or subcontractors, you need to send a 1099-MISC form to those who are paid more than a specific amount per year.

If you send Form 1099-MISC to any vendors, you can set up QuickBooks to track all 1099-related payments to each vendor. Then at the end of the year, you can print Forms 1099-MISC and 1096 or e-file Form 1099-MISC (Form 1096 is not required when you e-file) directly from QuickBooks.

Before you add a 1099 vendor, make sure QuickBooks is set up for 1099 tracking.
Edit -> Preferences.-> Tax: 1099 - > Company Preferences tab

To add an independent contractor
1. Verify that the 1099 feature is turned on in QuickBooks.
2. Add the person as a vendor.
3. Turn the person into a 1099 vendor by clicking on the Additional Info tab, entering the vendor’s tax ID number and clicking the Vendor eligible for 1099 checkbox.
4. Create an expense account for the payments you will make to this person that is mapped to the 1099 reports.

QuickBooks: Job Costing

Many businesses like to keep really good records regarding the true cost of each customer/job. While it is not easy to capture everything, QuickBooks does make it possible to track much of the expense.

For billable time:
Record the hours spent on the job, using either a weekly timesheet or a single activity entry. Assign the hours to the customer or job (if you're tracking by job).

Each entry will automatically be checked in the Billable column on the form.

For job-related purchases:
(Items purchased for a job, subcontracted services) Use a bill, check, or credit card charge to record the purchase. On the Items tab, enter each item or service you purchased.

In the Customer:Job column, be sure to assign each item or service to the customer or job (if you're tracking by job).

For overhead expenses:
Expenses not caused by any specific job (rent, office supplies, etc.) should not be assigned to a Customer:Job. However, you might still want to see these expenses on job costing reports.

To do that, create a dummy Customer:Job called "Overhead" and then assign all of your overhead costs to that fake job.

For mileage:
Record the mileage in the Enter Vehicle Mileage window. If you want to change the amount for this expense (to charge the customer more than the standard rate), you can change it on the invoice.

For other expenses:
(Freight charges, postage, etc.) Use a bill, check, or credit card charge to record the expenses. On the Expenses tab, enter each expense.

In the Customer:Job column, be sure to assign each expense to the customer or job (if you're tracking by job).

Tuesday, March 20, 2012

GoldMine : Using the SQL Builder

Did you know that GoldMine comes with it's own SQL Wizard? For anyone out there who has used SQL queries, this can be huge. SQL is fast and supremely extensible, meaning that it can "look" at any number or combination of tables. You can also incidentally create GoldMine groups on the output of a SQL Query, which allows you to access any and all GoldMine functionality.

To do this:

1. Select Tools | SQL Query from the top level menu

2. On the upper right hand side, click the button labaled "Build..."

3. For our example we will use a simply City query. Leave the "Category" drop down list alone and click Next.

4. The next window is where to specify your criteria. Do so by checking the box labeled "Contact with Field Based Conditions"

5. Here is where the magic really happens; where you specify what records you'd like to see. Click the "New" button.

6. Using "Field Condition" window, add your criteria by selecting a Field (City), Operator (Equal To) and Value (in my case, my home town, Baldwinsville)

7. Hit ok twice to be returned to the SQL Wizard. You can now click through the end of the Wizard by hitting "Next".

What you should end up with is this:


You can run your new query by Clicking on the "Query" button. Don't forget to save your new query as well. Try playing around with a few of the options, also try adding more criteria in the Field Conditions list. For example, use both City and State perhaps.

Pro Tip: You can manually edit the query easily by typing in a different value for City (or whatever field may be in use). Don't forget to save it!

GoldMine : Contact Record Statistics

Did you know that you can instantly see some valuable statistics for the record you are currently looking at? It's pretty well hidden; go to a Contact's History or Pending Tab, right-click, select Options, then select Analyze.

The little window that comes up will show you counts of History Types (Calls, Appointments, etc), both Scheduled and Completed. Also (and this is the really cool thing), if you've been using GoldMine to track Forecasted, Completed and Lost sales, you'll be able to instantly see Sales Activity broken down into last 30 and 90 days.

Why I like this is because it's something you can bring right up on the spot. The information here can be very telling. How many Appointments have I been on with this client? How much have they spent in the last 12 months? How many Outgoing Phone Calls versus Incoming? It can really help to get a total picture of your organization's relationship with the contact.

GoldMine : Triggering History on Field Changes

Here is an oldy but a goody; you can trigger history items to be completed when a field is changed. This can be important in environments where you still need people to be allowed to update the field, but need to keep an "audit" trail of the past values.

To set this up for a field;

1. Log into GoldMine as MASTER or equivalent

2. Right-click on the field in question. Not the field value, the field label itself.

3. Select Properties, the click on the Security Tab

4. Check the box labeled "Log changes in History"

5. Ok your way out

Now, every time your field is updated you'll get a history automatically generated which references the past value and editing username. Give it a try! Some people become afraid of storing "important" information in GoldMine as anyone can touch it. This can help give a feeling of security in that you'll never truly "lose" anything.

GoldMine : Spell Checking your History Items

Did you know that you can spell-check the text in any Completed or Pending item? For most of us, this may sound a little excessive. After all, those notes are typically never seen by the client.

But more and more we are starting to see organizations using GoldMine history to bill service time. That is, the History notes actually appear on an invoice (usually taking the form of a Crystal Report), and as such need to be polished a little.

So, when you're completing a History item, you can click the Spell Check icon found on the top "strip" of the Notes field. Alternatively, you can right-click within the Notes field and select "Spell Check".

Pro Tip : If you don't see a Spell Check icon (an "abc" with a checkmark next to it), you may not have HTML text enabled. To change this you will need administrative access to GoldMine and should consult your partner of record.

GoldMine : How many licenses do you need?

We have had a lot of upgrade questions lately; mostly revolving around the number of seats that folks may or may not need. Here is the story: when you're upgrading your GoldMine, you need not upgrade every seat that you own. If you, for example, own 30 seats but are only really actively using 25, then you can get away with purchasing the upgrade for the 25.

Which brings us to the actual tip; how do I know how many seats I need? There are two numbers in play here. The first is how many licenses do you own?

To see this;

1. Log into GoldMine as MASTER or equivalent

2. Select Tools | Configure | License Manager from the top level menu

You can always see how many licenses are available by looking at the upper right hand corner of the license manager. The total number of [locally] available licenses can be calculated by subtracting the "Dist" (distributed, say for GoldSync Users, or separate GoldMine installations) number from the "Total Users" number.

To see how many licenses you are using at any given time;

1. Log into GoldMine as MASTER or equivalent

2. Select Tools | Users Settings from the top level menu

3. Click on the "Logged" column header to sort the list by who is logged in

4. Simply count the number of Users who are Logged "In", or right-click and Export the list to Excel

Pro Tip : In cases of a "dirty" workstation shutdown, a user may be identified as being logged "In" when they are not. To clear these "sticky" seats, simply reboot the GoldMine server.

Tuesday, March 13, 2012

MSCRM 2011: Using Option Sets

One of the most useful additions to Microsoft Dynamics CRM 2011 are Global Option Sets. Option Sets provide an easy way to create what in CRM 4.0 we referred to as “pick lists” (and now call “option sets”) and make them available for any entity in the system. In Microsoft Dynamics CRM 4.0, we had to manually synchronize pick lists across multiple entities. Global Option Sets will save you time and the pick list will only need to be created one time. This allows for consistent design.

For example: Suppose you use the CRM sales entities leads and opportunities along with contacts and accounts. And suppose you’ve got a custom pick list on the lead form and you want to carry the selected value through the entire sales process: first as the lead is created, then the opportunity and then finally the account and contact. It can be done very easily the first time around: add the field to each of the four entities with the same list of values, and then map the field from lead to opportunity, lead to contact and lead to account…But then, you decide you need to change the values in the pick list…so you change them in all four places…manually…and then another change needs to be made.

This situation is where the value of global option sets is shown. With them, you create an Option Set once, and then simply point to it for the values of a field on any entity in the system. If you need to change its values, you change them in one place and they show up everywhere it’s used.

Let’s assume there is a list for product interest values on leads and opportunities, where you want the same option set on the forms for all record types.

To create a global option set in CRM 2011:
*In the site map, click Settings, and then in the Customization
group, click Customizations.
* On the Customization page, click Customize
the System.
* In the Components section of left navigation,
click Option Sets.
* On the Option Sets toolbar, click New.
* Supply an appropriate name for the option set, and then use the Options section at the bottom of the Option Set window to add values, just as you would a regular option set.
* When you’ve got your values entered, click Save & Close in the Option Set window. Then click Publish on the toolbar to publish out your new option set.

Once created, the option set can be used on any entity.
Below, is an example that adds the Option Set to the Leads form.
*In the site map, click Sales, and then click Leads.
*Click the Customize tab on the ribbon.
*In the Design group on the Customize tab, click Form. The form editor opens.
*At the right-hand side of the form editor is the new Field Explorer. At the very bottom is the New Field button; click that to create a new field.
*In the new field form, supply an appropriate value in Display Name, and use the default value for Name or change it as you’d like, along with any of the other options.
*In the Type section, select Option Set in the Type drop-down list.
* Select Yes for the Use Existing Option Set field.
* Then you can select the option set created previously in the Option Set drop-down list
* You can select a default value or use the “Unassigned Value” option.
* Then click Save and Close.

The new option set will now be available in the Field Explorer, so locate it and drag & drop it on the form where you would like it to be displayed.

MSCRM 2011: Modifying Resolution Type in the Case Entity

A Client recently asked how to modify the Resolution Type field in the Case Entity.

In order to modify the Resolution Type field in the Case Entity – you need to change the status reason field in a case.

Following are the steps to edit the case resolution drop down:

*In the site map, click Service and then click Cases.
*Click the Customize tab on the ribbon.
*In the Design group on the Customize tab, click Customize Entity. The form editor opens.
* Navigate to the Case (Incident) Entity attributes list.
* Open up the Fields area
* Open Statuscode( Status Reason) Attribute.
* Select Resolved option from status Drop down list
* Add the new resolved reason(s)
* Publish the entity.

The Resolution Type field will now be modified.

MSCRM 2011: Using Charts

One of the great new features in Microsoft Dynamics CRM 2011 is the capability to design Charts and include them in your Dashboards. With the help of the Charts we can graphically represent the Organization data. We can create System Charts and User Charts.The System Charts can be viewed by the All users of the Organization and the User Charts can only be viewed by those whom the Chart is Assigned to or Shared with.
With Charts, users can:
*Graphically represent data
* Drill into the data and save results
* Add charts to dashboards.
* View aggregate or grouped data from views in charts, such as the total amount of open invoices or total estimated revenue from all Open Opportunities.

The following types of charts can be created:
Column, Bar, Line, Pie and Funnel

There are more than 50 charts available out of the box. Charts are available for most entities. You can access the system charts from the entity node of the Customization section of the software.

To create a chart, specify fields to be displayed on the category and series axes. Normally, the category axis displays data from numeric or non-numeric fields. The series axis displays data from numeric fields.

With Rollup 5, we now have the ability to create either a multi-series or multi-category chart directly in CRM. Let’s say we want to see exactly how our estimated revenue compared to actual revenue for 2011.

* Go to Sales, Opportunities and access the Charts ribbon:
* Click “New Chart”, which will bring up the Chart Designer tool and assign a name – Actual vs. Estimated Revenue.
* Select the Actual Revenue field under Legend Entries (Series). And choose Sum and Bar Chart.
* Add another Series – select Estimated Revenue under Legend Entries (Series). And again choose Sum and Bar Chart.
* Select Owner for the Horizontal Axis.
* Click Save.

This chart is now available as your Personal chart. You may share it with other users if you would like.

Friday, March 2, 2012

Recover From An Edit Set Crash

A client asked: We had a crash during the commit of an edit set. How do we clear the error message?

When an edit set crashes, performing a LoadDB from your backup may not work because a data flag inside a system table of HEAT is blocking you from loading. It's there to block others from logging into HEAT until the commit is finished. 

However, when a commit crashes and the flag data is still inside the field, this field must be cleared if you want to reload your .haf file or open Call Logging to get back to normal. 

To clear it, have a database administrator go to the HEATDB table and find the field DBStatus and clear its contents. It should have the same wording as the error message:

"Building Commit files - started at 07:07:07 by Admin"

Once this message is cleared from DBStatus, it's okay to reload your .haf file.

Change Call History Grid

A client asked: How can we add, change or remove fields in the grid order when we click on the Call History button? 

First, you should know what order you would like your fields to be in and be sure any pending Edit Sets have been committed. Then use the following steps to change the Call History grid.

* Open the Administrator tool > Start a Quick Customize.
* Highlight the CallLog table > Select the table type > Click Open Grid.
* In the next window move fields from the left and right sides. 
* When you are finished arranging fields Apply the Quick Customize
* Log into Call Logging.

Now when you go to a customer's Call History you will see your new grid order.

Automate HSS Login

A client asked: Is there a way to automatically enable an HSS login for a new employee instead of going into their Profile and adding the information?

There are many ways to enable a login for HEAT Self Service (HSS). One way is to run an SQL script that will do the work for you. Another way is to use the tools offered in Call Logging and BPAM.

Before discussing automatically creating a HSS login, I will review the manual method:

* From a profile record, click on View > Customer Login Information
* Click Enable Login and give that user the same CustID for a login. 
* A corresponding record is created inside a table called HEAT CAI
* A few fields are filled in and HEAT maintains the link

To have HEAT create an HSS login automatically, do the following:

* Create an AutoTask that will use the Create Customer Login action. 
* The autotask will run whenever a specific profile record is targeted. 
* Create a BPAM rule using When a Customer Profile is Created template
* Have the rule run the AutoTask.

Now when a profile is created, BPAM will automatically enable a login for that user.

Using Counters For Customer IDs

A client asked: What is a counter used for in HEAT?

A counter is a function in HEAT that provides you with a way to generate a specific unique number that can never be reused. For example, you may want to generate a specific asset tag or new Customer IDs. You can set up a counter to start at any number and then whenever a HEAT user generates another number the counter provides the next available number

To define a counter, follow these steps:

Start the Administrator > Click on Defaults > Counter Setup.
Click Add and a new window appears.
Give the counter a Name, a starting Value and select the Increment.
The increment can be 1, 2, or any number.

If you would like to have the counter reset itself, check the box next to "Should the counter automatically reset itself?" and then select How Often and enter the Initial value after reset.

Now set up an AutoTask using an Update Call action that will call the counter and write to any field that supports the size and type of the counter value. Right-click on the field, Insert Counter, then choose the Counter you created.

This can work for almost anything including generating new Customer IDs in the Profile table.

Change Label Colors

A client wants to know: How can I change the color of a field label based on the contents of the field?

You would need to use the Administrator module and create an Edit Set. If the field is, for example, Call Status you would do the following:

* Select the CallLog table > Open Form > Select the Status label
* Right click, pick Attributes > Click Advanced > Connect to Call Status
* Right click and select Color > Select Advanced Color
* Add the Status value and related color (e.g. Red equals Open)

Commit the edit set and open Call Logging. The field label should now change color based on the entries in Advanced Color.