CRM Maintenance

Covering Campaigns, CRM Groups, CRM Project Categories, Markets, Sub-Markets and additional CRM maintenance setup

Campaign Email Results

Campaign Email Results are used to indicate the results of email blasts or mass emails that were sent as a result of using the Campaign feature. An unlimited number of Campaign Email Results may be created. Once created and distributed, the appropriate email results may be selected when modifying records on the Campaign Detail report available via CRM > CRM Reporting.

Note: Campaign and Campaign Result pre-filters are enabled when running Standard, Marketing, Contact People, and Contact Notes Details reports.

System Navigation

CRM > Maintenance > Campaign Email Results

Campaign Email Results form

General tab

Field	Description
Name	Displays the name of the email result.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, the selected email result will automatically default in the "Email Result" field when running the Campaign Detail report via CRM Reporting.

User Fields tab

User Fields provide companies with a useful tool to add additional information or selection options via the use of list boxes to master data records and orders throughout the Deacom system. The information entered in User Fields is also available for printing on many of the print outs and labels throughout the system. Additional information on User Fields is available in Tools > Maintenance > User Fields.

Note: Campaign Email Results UDFs can be added to the grid by navigating to CRM > Maintenance > Campaign Results Email.

Campaigns

Campaigns allow users to send mass emails to selected Contacts when using the various reports with CRM Reporting. The process begins by creating a Campaign and then assigning a default Email Template to the Campaign. Once this is done, users may click the "Campaign" button on various CRM reports to distribute the desired information. After a Campaign is distributed, Campaign Email Results are used to indicate the results. Additional information on the process for using the Campaign feature is detailed in the Sending Contact Communications page. Note: Campaign and Campaign Result pre-filters are enabled when running Standard, Marketing, Contact People, and Contact Notes Details reports.

System Navigation

CRM > Maintenance > Campaigns

Campaigns form

General tab

Field	Description
Name	Displays the name for the Campaign.
Email Template	Select the appropriate email template. Email templates are maintained via CRM > Maintenance > Email Templates.
Active	If checked, the record is active. Only active records may be used in the system.
Default	If checked, this Campaign will automatically default in the "Campaign" field on the Send Email form when using the "Campaign" button on CRM reports.

User Fields tab

Note: Campaign Email Results UDFs can be added to the grid by navigating to CRM > Maintenance > Campaigns Email.

Contact Search 1-5

The Contact Search fields are five of the user-defined fields required when entering a new Contact. The display names for these fields are maintained in Captions. After the field name has been changed in System > Maintenance > Captions, the field will be displayed by its new name in the CRM Maintenance section.

System Navigation

CRM > Maintenance > Contact Search 1-5

Edit Contact Search 1-5 form

Opened via the "New" or "Modify" buttons on the Contact Search 1-5 form.

General tab

Field/Flag	Description
Contact Search 1-5	Name of the pick list option available to this Contact Search field.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this will be the default selection on forms throughout the system that contain a "Contact Search" field. Users may override the default if necessary.

User Fields tab

User Fields provide companies with a useful tool to add additional information or selection options via the use of list boxes to master data records and orders throughout the Deacom system. The information entered in User Fields is also available for printing on many of the print outs and labels throughout the system. User Fields must first be created before they will be visible on this tab. Additional information on User Fields as defined in Tools > Maintenance > User Fields.

CRM Groups

CRM Groups are used in conjunction with the "Available For" field on the General tab of the Contact record to dictate who can access and utilize the Contact. The values in the "Available For" field are "All Users," "Myself," and "CRM Group." If the "CRM Group" option is selected, users must specify the appropriate group in the "CRM Group" picklist field on the Contact record. If a Contact record is restricted to a CRM Group, users must be in that specific group to view the record.

CRM Groups can be useful for customers that have a strict account ownership policy and do not want users to be able to view/access other user’s CRM Records. Note that users can belong to more than one CRM Group to allow them to access records in multiple CRM Groups.

System Navigation

CRM > Maintenance > CRM Groups

Edit CRM Group form

Opened via the "New" or "Modify" buttons on the CRM Groups form.

Field	Description
Name	The Name of the Group.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this will be the default CRM Group on forms throughout the system that contain a "CRM Group" field. Users may override the default if necessary.
Last Name	Displays the Last Name of the Deacom User restricted to this group.
First Name	Displays the First Name of the Deacom User restricted to this group.
User Group	Displays the User Group of the Deacom User restricted to this group.

Edit CRM Group User form

Opened via the "Add" or "Modify" buttons on the Edit CRM Group form.

Field	Description
User	Pick list used to select the Deacom User restricted to this group

CRM Note Type Security

CRM Note Type Security is used to control users' ability to view and select different CRM Note Types. Access to modify CRM Note Type Security is governed by the security permission "System -- maintenance". This grid must be updated whenever a new CRM Note Type or User Group is created to ensure the new group has appropriate access.

System Navigation

CRM > Maintenance > CRM Note Type Security

CRM Note Type Security form

The CRM Note Type Security grid displays one row for each CRM Note Type and User Groups are displayed in the columns. In the fields where the CRM Note Types and User Groups intersect, security will display as "Yes" or "No". Setting a field to "Yes" means Users in that User Group are able to access and view the selected CRM Note Types.

Note: A user must have access to at least one CRM Note Type to add a Contact Note record.

CRM Note Types

From the CRM Note Types form, users have the ability to Add or Modify existing Contact Note Types. There are four pre-existing CRM Note Types available: Created Contact, Other, Sent email, and Wrote letter. These note types are automatically entered when performing certain actions such as creating a new CRM record, sending an email, or writing a letter. Other Note Types may be added for use when adding notes to Contact records.

CRM Note Type Security is used to control which User Groups may have access to specific CRM Note Types.

System Navigation

CRM > Maintenance > CRM Note Types

CRM Note Types form

Field	Description
Name	Name of the note type. Used when adding notes to Contact records.
Pre-Defined Note	Option to select a pre-defined note for this CRM Note Type. Pre-defined Notes are maintained via Tools > Maintenance > Pre-Defined Notes. Only Pre-Defined Notes with a category of "Contacts" or "All" will be available for display in the list. The Pre-Defined Note will automatically be added when adding this CRM Note Type to a contact. This is the default and may be changed.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this is the default CRM Note Type used when adding notes to Contact records.

CRM Project Categories

System Navigation

CRM > Maintenance > CRM Project Categories

Edit Project Category form

Field	Description
Name	Displays the name of the category.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this is the default category that will be used when creating new CRM Projects.

Email Documents

Attachments to emails can be setup and maintained directly through Deacom. These email attachments can be used in email templates, maintained via CRM > Maintenance > Templates – Email, and can be used to send mass emails and launch Campaigns. Before this function may be used, ensure email settings are configured by following the steps outlined in Configuring Email Settings.

System Navigation

CRM > Maintenance > Email Documents

Documents form

The Documents form lists all uploaded documents, their descriptions, and the date and time they were uploaded to the system. The main toolbar of this form contains a "Send Email" that, when clicked, presents the user with the Select Documents to Email form. This mover form allows users to select one or more documents and, upon clicking "Continue", attaches the selected document(s) to an email. The user may then enter "To" and "From" information, a Body, and send the email with attached documents.

Edit Document Entry form

Opened via the "Add" or "Modify" buttons on the Documents form.

Button	Description
Name	Field used to find and select the actual Document.
Description	Displays a description of the Document.
Document Category	Search field used to assign the document to a Document Category.
Print Destination	Option to specify a printer where the attached file will be printed instead of the printer defined in the "Print Destination" field on the Report Layout or Part Form. All active printers defined in the Print Destinations will be available for selection in this field.

Markets

Markets are another way to classify Contacts within CRM and can be used in a variety of ways. A CRM user can simply specify a Market for a Contact as a basic detail, or they can use Markets to filter through Contacts and target a specific segment. Markets can also be used in conjunction with Sub-Markets, allowing contacts to be further defined.

System Navigation

CRM > Maintenance > Markets

Edit Market form

Opened via the "New" or "Modify" buttons on the Markets form.

Field/Flag	Description
Name	Displays the Market Name, which is generally less specific if Sub-Markets are also being used.
Active	If checked, the record is active. Only active records may be used in the system.

Project Note Types

System Navigation

CRM > Maintenance > Project Note Types

Project Note Types form

Field/Flag	Description
Name	Displays the name of the note type.
Pre-Defined Note	Option to select a pre-defined note for this Project Note Type. Pre-defined Notes are maintained via Tools > Maintenance > Pre-Defined Notes. Only Pre-Defined Notes with a category of "All" will be available for display in the list. The Pre-Defined Note will automatically be added when adding this Project Note Type to a project. This is the default and may be changed.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this is the default Project Note Type.

Salutations

The Salutation field is an optional field on CRM records and can be used in written communication and populated automatically when doing a mail merge. A few common salutations include Mr., Mrs., Ms., Dr., etc.

System Navigation

CRM > Maintenance > Salutations

Edit Salutation form

Opened via the "New" and "Modify" buttons on the Salutations form.

Field/Flag	Description
Title	Defines the Salutation, which can be an abbreviation (e.g. Mr., Mrs., Dr., etc.) or the full spelling (e.g. Mister, Misses, Doctor), depending on preference.
Active	If checked, record is active. Only active records may be used in the system.
Default	If checked, the selected Salutation is the default when entering a new Contact via CRM Reporting.

Sub-Markets

Used in combination with Markets, Sub-Markets allow Contacts to be further defined and focused on in smaller segments. Unlike Markets, which can stand alone, Sub-Markets must be linked to a Market in order to be created and used.

System Navigation

CRM > Maintenance > Sub-Markets

Edit Sub-Market form

Opened via the "New" or "Modify" buttons on the Sub-Markets form.

Field/Flag	Description
Name	Defines the name of the Sub-Market.
Market	Search field used to select the Market to which this record is linked.
Active	If checked, this record is active. Only active records may be used in the system.

Task Categories

Task Categories are used in conjunction with Task Statuses to define different groups of Tasks or Task Assignments associated with Ticket Reporting Projects.

System Navigation

CRM > Maintenance > Task Categories

Edit Task Category form

Field/Flag	Description
Name	Defines the name of the Task Category, which must be unique.
Weight	Defines the importance or weight of the Task, expressed as a decimal percentage.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, the selected Task Category is used as the default when adding new Projects via the "New Project" button on the Ticket Reporting pre-filter.

Task Statuses

Task Statuses are used in connection with Task Categories to define the current disposition of ongoing Ticket Reporting Projects

System Navigation

CRM > Maintenance > Task Statuses

Task Statuses form

Opened via the "New" or "Modify" buttons on the Task Statuses form.

Field/Flag	Description
Name	Defines the name of the Task Status, which must be unique.
Task Category	Search field used to link the status to a Task Category.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, the selected Task Status is used as the default when adding new Projects via the "New Project" button on the Ticket Reporting pre-filter.
Include %

Templates - Email

Email templates, including a subject, body in plain text or HTML, and attachments, can be setup and maintained directly through Deacom. Database fields are available to the email template for personalization. HTML encoded templates are also supported when emailing through Microsoft Outlook. To add email attachments to the Email template, which are used by the "Send Email" and "Email All" buttons throughout the system, they must be defined in CRM > Maintenance > Email Documents. When using an Email Template from the "Send Email" button, users have the ability to add additional documents and/or modify the email content before sending the email. When using the "Email All" button, users do not have those abilities.

Example

The below is an example of the body section of an email template written in plain text.

Dear <<co_dear>>, <BR><BR>

Thank you for visiting our booth at the PA Trade show last week. Enclosed is the information you requested. Please contact us if you have any questions. <BR><BR>

We look forward to working with <<co_company>>.

Note: Make sure the email composing format (plain text or HTML) is the same as the Email templates body field format.

System Navigation

CRM > Maintenance > Templates – Email

Sales > Maintenance > Templates – Email

Edit Email Template form

Opened via the "New" or "Modify" buttons on the Templates - Email form.

Button/Field/Flag	Description
Add, Modify, Delete	Used for managing and deleting email attachments.
Sort	Used to sort attachments.
Name	Defines the name of the template.
Subject	Defines the Subject that will be used when the email is sent.
Body	Memo field used to write the message that will appear in the body of the email, which can be written in plain text or HTML and can use Contact and User Fields fields for personalization. If creating a body that contains HTML tags, the "HTML" flag must be checked. The following tags are available to the Body field on the Edit Email Template form: <<us_login>> <<us_fname>> <<us_lname>> <<us_email>> When the tags mentioned above are included in the Body field of an email template, and that email template is chosen when using the email buttons on the Edit Ticket form via CRM > Ticket Reporting, then the login name, first name, last name and email address of the primary contact on the ticket will be displayed in the email template.
Footer	Memo field used to write the message that will appear in the footer of the email, which can be written in plain text or HTML and can use Contact and User Fields fields for personalization. If creating a body that contains HTML tags, the "HTML" flag must be checked. The following tags are available to the Footer field on the Edit Email Template form: <<us_login>> <<us_fname>> <<us_lname>> <<us_email>> When the tags mentioned above are included in the Footer field of an email template, and that email template is chosen when using the email buttons on the Edit Ticket form via CRM > Ticket Reporting, then the login name, first name, last name and email address of the primary contact on the ticket will be displayed in the email template.
Active	If checked, this record is active. Only active records may be used in the system.
HTML	If checked, the system will create an HTML enabled message when this template is used. In this case, the system will place HTML tags at the beginning and end of the message indicated in the "Body" field. If not checked, then plain text is assumed. Example: If the body of the template contains HTML tags to bold certain words, then users will need to check this flag to have the system read and use those tags.

Templates - Letter

Letter templates are available to be setup for Customers and Contacts. All templates are created in Microsoft Word but can be managed directly through Deacom. All of Word’s inherent functions, such as insert, field, and print date, can be used within the template. Once the document is loaded into Deacom, the original document is no longer needed. All changes made to the document through Deacom will be made to only the document within the Deacom document database. The "Write Letter" and "Mail Merge" buttons use these templates.

Example

The below is an example of the body section of a letter template, with Deacom fields surrounded by << >>.

<<DATE()>>

<<co_fname>> <<co_lname>> <<co_company>> <<co_street>> <<co_city>>, <<co_state>> <<co_zip>>

Dear <<co_dear>>,

Thank you for taking the time to talk with me today. Enclosed is our current brochure and your special pricing. Please contact me if you have any questions.

We look forward to working with <<co_company>>.

Sincerely,

System Navigation

CRM > Maintenance > Templates - Letter

Sales > Maintenance > Templates - Letter

Edit Letter Template form

Opened via the "New" or "Modify" buttons on the Templates - Letter form.

Button/Field/Flag	Description
Edit Letter	Opens the Word document selected in the "Name" field and allows the user to view and make changes to the template. Note: If this button does not open Word, the Letter Template "Name" is missing the .doc extension. All editing is done in Word. Save the Word document upon closing and Click the "Save" button on this form to save the changes.
Name	Displays the title of the document including the .doc extension, which may be either manually typed in or selected using the File Explorer.
Table	Pick list used to select the document table for which this template will be used. Options are: Bill-to Company Contacts Ship-to Company
Active	If checked, this record is active. Only active records may be used in the system.

Ticket Categories

Ticket Categories are used to define and group sets of tickets that share common characteristics. Users can be restricted from viewing tickets based on the Ticket Category to which the ticket is assigned via Ticket Category Security.

System Navigation

CRM > Maintenance > Ticket Categories

Edit Ticket Categories form

Opened via the "New" or "Modify" buttons on the Ticket Categories form.

Field/Flag	Description
Name	Displays the name of the Ticket Category.
Active	If checked, the record is active. Only active records may be used in the system.
Default	If checked, this Ticket Category will be the default in the system.

Ticket Category Security

Ticket Category Security is where Deacom User Groups are assigned to Ticket Categories. This allows companies to restrict certain User Groups from accessing tickets based on the Ticket Category assigned to the ticket. For example, when a user clicks on the search box in the "Category" field on the Ticket Reporting pre-filter, they will only be able to select the categories to which they are assigned. In this way users will only see tickets assigned to the selected Ticket Category when running reports in Ticket Reporting.

System Navigation

CRM > Maintenance > Ticket Category Security

Ticket Category Security form

The Ticket Category Security grid displays all active User Groups horizontally and all active Ticket Categories vertically. By default, all entries in the grid are set to "No". Users can double click once on the the word "No" to change the value to "Yes" for the desired group. If the user double clicks twice they will change the value to "Self." Selecting "Yes" means that Users in this User Group can select this Ticket Category on the Ticket Reporting pre-filter and when adding new tickets to the system.

Selecting "Self" means that Users in this User Group will have access to select the category on the Ticket Reporting pre-filter and when adding new tickets to the system, but can only see the tickets that their specific user has entered within any ticket search boxes as well as any ticket reports within that specific category.

Ticket Note Types

Ticket Note Types are used in the Ticket Reporting section of Deacom to group the Notes on Tickets based on their content.

System Navigation

CRM > Maintenance > Ticket Note Types

Edit Ticket Note Type form

Opened via the "New" or "Modify" buttons on the Ticket Note Types form.

Field/Flag	Description
Name	Defines the name of the note type.
Pre-Defined Note	Option to select a pre-defined note for this Ticket Note Type. Pre-defined Notes are maintained via Tools > Maintenance > Pre-Defined Notes. Only Pre-Defined Notes with a category of "Ticket" or "All" will be available for display in the list. The Pre-Defined Note will automatically be added when adding this Ticket Note type to a ticket. This is the default and may be changed.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this note type is the default when adding notes to tickets in Ticket Reporting. Ticket Search 1-5 The Ticket Search 1-5 fields are user-defined and may contain as many options as desired. They appear on the General tab of Tickets and on the Ticket Reporting pre-filter for reporting purposes.

Ticket Search 1-5

System Navigation

CRM > Maintenance > Ticket Search 1-5

Edit Ticket Search 1-5 forms

Opened via the "New" or "Modify" buttons on the Ticket Search 1-5 forms.

General tab

Field/Flag	Description
Name	Defines the name of the option.
Active	If checked, this record is active. Only active records may be used in the system.
Default	If checked, this is the default option used for the appropriate Ticket Search 1-5 field when creating a new Ticket via Ticket Reporting.

User Fields tab

User Fields provide companies with a useful tool to add additional information or selection options via the use of list boxes to master data records and orders throughout the Deacom system. The information entered in User Fields is also available for printing on many of the print outs and labels throughout the system. User Fields must first be created before they will be visible on this tab. Additional information on User Fields as defined in Tools > Maintenance > User Fields.