Adding a Contact Tracking Record to a Constituent's Record in CRM360

Adding a Contact Tracking Record to a Constituent's Record in CRM360®

Security group permissions cannot be defined for the individual screens that open within CRM360. Therefore, the contact tracking screen in CRM360 will respect the security defined for the entire CRM360 screen. If you want to enforce security on the contact tracking records, the security can be setup for the separate Contact Tracking screen outside of CRM360, but will not apply to CRM360.

If you start adding a new contact tracking record, but navigate away before saving it, when you try to again select any of CRM360’s tasks/links for contact tracking, that record will come up and a warning message will display on the bottom, right of the screen. This record will display no matter how you try to access contact tracking – either a detail record or the list. You must do something with this record before you will be allowed to proceed. Either you can save the record, or if you wish to remove it, you can select the refresh button and select "No" when asked if you wish to save their changes. Please note that if you have made other changes since you initiated the contact tracking, then go ahead and save, then delete the contact tracking record if it is not desired. In addition, you can view the letter in Personify360 even if it is not integrated with Outlook.

To add a new contact tracking record in CRM360:

1. From the Background Information task category in CRM360, click Activity and Contact Tracking.
The list of activities and contact tracking records display below the header in CRM360.

2. Click New.

3. The Person Contacted defaults to the constituent you have open in CRM360. If necessary, click this link to choose a different constituent.
Please note that if you click this link to choose another constituent, the Constituent Chooser displays prefiltered to display only related constituents.

For company records, the Person Contacted defaults to the "Main Contact", if that relationship has been defined. Click this link to open the constituent in a new CRM360 tab. You can select a different constituent, if necessary, by clicking the Person Contacted link. You can also right-click the linked constituent and select Clear to display a text box for manual entry of a constituent that does not already exist in Personify. If a main contact relationship does NOT exist for the company, either click the Person Contacted link to search for the appropriate constituent in Personify or manually enter the person contacted if they do not already exist in the system.
For example, if Sam Jones has a "Main Contact" relationship defined with XYZ Company, his name will default as the Person Contacted on all contact tracking records for XYZ Company. If a different employee of XYZ Company was contacted, click the Person Contacted link to select a different constituent.

4. For individual records only, the On Behalf Of defaults to the constituent's primary employer, if defined. If necessary, change this.
To remove the On Behalf Of constituent, right-click the link and select Clear.

5. By default, the Staff Assigned automatically populates with the logged in user. If necessary, change this.

6. If necessary, click Email Staff to open a blank email to the selected Staff Assigned.

7. By default, the Staff Originator automatically populates with the logged in user and cannot be changed.

8. If necessary, select the Mark Private checkbox.

9. If the contact tracking record is complete, check the Completed? checkbox. By default, the drop-down to the right will be set to today. If necessary, change this.

10. By default, the Contact Date is set to today. If necessary, change this.

11. By default, the Due Date is set to today. If necessary, change this.

12. Select the Contact Type from the drop-down.

13. If necessary, select the Topic from the drop-down.

14. If necessary, select the Subject from the drop-down.
If you want to add more than one topic/subject to the contact tracking record, perform the following:

a. Click the More link to open the More Topics and Subjects window, as shown below.

b. Check the checkbox next to the desired subject(s) and click Save.

15. To create a standard letter, perform the following:

a. Click the Standard Letter link.
The Choose Standard Letter screen displays, as shown below.

b. Search for a standard letter to attach to the contact tracking record.
The standard letters displayed in the Choose Standard Letters screen search results are specific to the organization/organization unit of the logged in user.

c. If necessary, click Print to open the standard letter in Microsoft Word.
If the standard letter contains merged fields, those fields will automatically populate with the constituent's information.

d. If necessary, click Email to open a new email to the constituent with the standard letter content populated in the body of the email.

16. If necessary, click the Key Code link to select a key code to associate with the correspondence.

17. If necessary, click the Market Code link to select a market code to associate with the correspondence.

18. If necessary, click the List Code link to select a list code to associate with the correspondence.

19. If necessary, click the Campaign link to select a campaign to associate with the correspondence.

20. If necessary, click the Fund link to select a fund to associate with the correspondence.

21. If necessary, click the Appeal link to select a appeal to associate with the correspondence.

22. If necessary, click the Pertains to Order/Gift link to select an order or gift to associate with this correspondence.
The Order Chooser only displays orders and gifts in which the selected constituent is the bill-to customer or line-level ship-to customer. Please note that the Order/Gift Status in the search parameters searches against the Order Master status. The Line Status in the search results is the Order Detail status and may not match the Order master status.

23. If necessary, enter the Details of the correspondence.

24. If necessary, enter a Resolution of the correspondence.

25. To attach a file to the contact tracking record, perform the following:

a. Click the Attach File link to attach files to this contact tracking record.
The Attachment window displays, as shown below.

b. Click Browse to add a new attachment to this contact tracking record.
The Attach File link will display the number of attachments in parentheses. For example, if a contact tracking record has two attachments, the link will display: Attach File (2).

26. To send an email to the constituent and associate the email with this correspondence, perform the following:

a. Click the Email link to open a blank email to this constituent.
Depending on the parameter value for the ENABLE_OUTLOOK parameter, the email will open in Outlook or in the Personify Send E-Mail (APP140) screen. The Person Contacted email address will default in the To field on the email. If a Person Contacted constituent does not exist, the Contact Tracking for email address will default into the To field on the email. The On Behalf Of email address will default to the CC field. If the Staff Assigned selected is different than the staff user creating the email, that Staff Assigned email will default to the BCC field on the email.

Please note that if a standard letter has been attached to the contact tracking record, the body of the standard letter will display in the email.

27. Click Save.
As of 7.4.0SP1, if the customer for which you created the contact tracking record has a primary employer relationship, the Employer Master Customer ID and Sub Customer ID is saved Cus_Activity table. Please note that there is no process in which to keep this information current. The purpose of this functionality is to capture the primary employer information at the time of record creation.

Screen Element	Description
Contact Tracking for	Link. This field ONLY displays on the Contact Tracking screen because the CRM360 header already identifies the "owner" of the contact tracking record in CRM360. For more information, please see Viewing a Constituent's Contact Tracking Records in Contact Tracking. For example, if you open CRM360 for Sam Jones, you may find a record where he is the Person Contacted but the record actually belongs to a company he has been working with. When you double-click to open it, the stand-alone Contact Tracking screen opens because Sam does not “own” the record. Sam’s information will be in the header, but the “Contact Tracking For” field will indicate that the company was the reason for the record.
Person Contacted	Link. For company records, this field defaults to the "Main Contact", if that relationship has been defined. Click this link to open the constituent in a new CRM360 tab. You can select a different constituent, if necessary, by clicking the Person Contacted link. You can also right-click the linked constituent and select Clear to display a text box for manual entry of a constituent that does not already exist in Personify. If a main contact relationship does NOT exist for the company, either click the Person Contacted link to search for the appropriate constituent in Personify or manually enter the person contacted if they do not already exist in Personify. For example, if Sam Jones has a "Main Contact" relationship defined with XYZ Company, his name will default as the Person Contacted on all contact tracking records for XYZ Company. If a different employee of XYZ Company was contacted, click the Person Contacted link to select a different constituent. For individual records, the Person Contacted defaults to the constituent open in CRM360. If the Person Contacted is NOT the selected constituent, either click the Person Contacted link to search for the appropriate constituent in Personify or manually enter the person contacted if they do not already exist in Personify. For example, if the contact tracking record is for Sam Jones but his wife called, enter the wife's name in the text box or click the Person Contacted link to search for her record in Personify.
On Behalf Of	Link. This field displays for individual records only. By default, this field will automatically populate with the constituent's primary employer, if defined. If necessary, you can change this by clicking the On Behalf Of link to search for an existing constituent in Personify. To remove the On Behalf Of constituent, right-click the link and select Clear.
Staff Assigned	Drop-down. By default, the Staff Assigned automatically populates with the logged in user. When adding a new contact tracking record, only active users that are defined on the User Maintenance screen with the Contact Tracking Staff checkbox checked will display in this drop-down. If a staff person has been assigned to a topic/subject combination, the Staff Assigned will automatically change when that topic/subject is selected on the contact tracking record. For more information, please see Assigning Staff a Call Topic.
Email Staff	Button. Click this button to open a blank email to the selected Staff Assigned. As a courtesy, it is recommend that you send the staff person assigned to the contact tracking record an email to give them a heads up. Note that emails sent to staff are NOT captured within the contact tracking record for future reference. Depending on the parameter value for the ENABLE_OUTLOOK parameter, the email will open in Outlook, the Personify Send E-Mail (APP140) screen, or the Outlook Plug-In.
Staff Originator	Read-only. By default, the Staff Originator automatically populates with the logged in user and cannot be changed.
Mark Private	Checkbox. If this checkbox is checked, users must belong to a security group in which rights to the VIEWPVTCONT access point are assigned in order to view this contact tracking record from the Contact Tracking AND CRM360 screens.
View Related	Link. This link ONLY displays on the Contact Tracking screen. If a parent record or follow-up records exist for the contact tracking record, click this link to open the Contact Tracking search screen pre-filtered to display the follow-up records for the parent record. For more information, please see Viewing Related Contact Tracking Records.
Create Follow-Up	Link. Click this link to create a follow-up record for this contact tracking record. Please note that this link will be disabled until you save the current record.
Attach File	Link. Click this link to attach and view files to this contact tracking record. Once an attachment has been added to the record, this link will display the number of attachments in parentheses. For example, if a contact tracking record has two attachments, the link will display: Attach File (2). The attached files are stored at the following location on the application server: ..\\[AppServer]\..\ServerFiles\ActivityDocs\[CusActivityID]\[filename] Attaching file will add the attachment to the contact tracking record, NOT the email. If you want to view an attachment on an email, click the View Email link.
Email/View Email	Link. Click this link to open a blank email to this constituent. Depending on the parameter value for the ENABLE_OUTLOOK parameter, the email will open in Outlook or in the Personify Send E-Mail (APP140) screen. The Person Contacted email address will default in the To field on the email. If a Person Contacted constituent does not exist, the Contact Tracking for email address will default into the To field on the email. The On Behalf Of email address will default to the CC field. If the Staff Assigned selected is different than the staff user creating the email, that Staff Assigned email will default to the BCC field on the email. Please note that if a standard letter has been attached to the contact tracking record, the body of the standard letter will display in the email. If an email has already been sent from this contact tracking record, this link will display View Email instead. For more information, please see Opening an Email Attached to a Contact Tracking Record.
Tracking Details
Completed?	Checkbox and data drop-down. If the contact tracking record is complete at the same time as creation, check this checkbox. The date field to the right enables and today's date is selected by default. If necessary, change the completion date. Contact tracking fields can be marked as completed at a later time if necessary. If you select this checkbox during record creation, the Due Date is removed.
Contact Date	Date drop-down. When adding a new record, by default, this date is set to today.
Due Date	Date drop-down. This is the date in which the contact tracking record should be complete. When adding a new record, by default, this date is set to today. If this date is set to a date in the future, the "Future" button will enable in the bottom, left corner of the Personify360 application for the Staff Assigned, as shown below. If this date is set to today, the "Due Today" button will enable in the bottom, left corner of the Personify360 application for the Staff Assigned, as shown below. If this is set to a date in the past, the "Overdue" button will enable in the bottom, left corner of the Personify360 application for the Staff Assigned, as shown below. Additionally, the red overdue icon will display to the left of the record in the list of all activities and contact tracking records for the constituent in CRM360, as shown below.
Contact Type	Drop-down. For example, "Phone Inbound" or "Fax Outbound". Values are populated based on the non-fixed MRM "CALL_TYPE" system type. Please note that the Contact Type selected here will display as the second column in the Latest Interactions grid on the main page of CRM360.
Topic	Drop-down. For example, "Address" or "Order Status". Values are populated based on the non-fixed MRM "CALL_TOPIC" system type.
Subject	Drop-down. For example, if "Address" is selected as the Topic, the Subject could be "Address Change" or "Address Validation". Values are populated based on the subcodes defined for the non-fixed MRM "CALL_TOPIC" system type.
More	Link. If you want to add more than one topic/subject to the contact tracking record, click this link to open the More Topics and Subjects window. Check the checkbox next to the desired subject(s) and click Save. Please note that as of 7.5.0, this screen only displays active topics and subjects. When a user accesses this contact tracking record in the future, the More link displays the number topic/subject(s) selected on this screen. Additionally, you can click the Show Selected Only link to display only the topic/subjects that have been checked. This is beneficial for users at organizations with an extensive list of topics/subjects so they can see only selected topics/subjects. If a topic/subject is checked that has been assigned to a staff person on the Staff Assignments (MRM000C) screen, when you click Save, the system will automatically create a follow-up record and assign it to the appropriate assigned staff person. Also, keep in mind that the Completed? checkbox will be disabled on the parent contact tracking record until the record is saved. This is a precaution so a staff person does not automatically mark child follow-up records as complete. Additionally, because more than one staff member can be set up to auto-assign for Topic and/or Subject, the system will look at the number of calls assigned (displayed on MRM000C) and choose the user with the least number of calls – to balance the load. Selecting additional subject code(s) for a contact tracking record creates child records linked to the contact tracking record in the Cus_Activity_Subject table.
Standard Letter	Link. Click this link to open the Choose Standard Letter screen and search for a standard letter to attach to the contact tracking record. The standard letters displayed in the Choose Standard Letters screen search results are specific to the organization/organization unit of the logged in user. As of 7.6.1, you must first select the Letter Type Subsystem drop-down filter in order for the Letter Type drop-down filter to populate. The standard letter is stored at the following location on the application server: ..\\[AppServer]\..\ServerFiles\StandardLetters\[OrgID-OrgUnitID]\[filename] Be careful when generating a standard letter for an anonymous constituent because it may contain merged fields that cannot be inserted unless a constituent record exists. Use the Print button to preview the contents before sending.
Print	Button. If a standard letter is selected, click this button to open the standard letter in Microsoft Word, as shown below. If the standard letter contains merged fields, those fields will automatically populate with the constituent's information.
Email	Button. If a standard letter was selected, click this button to open the standard letter in an email, as shown below. Depending on the parameter value for the ENABLE_OUTLOOK parameter, the email will open in Outlook or in the Personify Send E-Mail (APP140) screen. For individual records, the constituent's primary email address will populate the To field. For company records, the Contacted Person’s email address will populate the To field. If no person contacted is selected, the company's primary email address will populate the To field.
Key Code	Link. If a key code is associated with the correspondence, select it here. This code identifies the combination of the marketing piece (e.g., brochure, mailing, etc.) and list code used to solicit the customer. If the key code selected is associated with a market and/or list code, the market code and/or list code will automatically populate. Right-click the market code and/or key code and select Clear to remove these if necessary.
Market Code	Link. If a market code is associated with the correspondence, select it here. This code identifies the source of an order if it is based on a promotion created for a marketing campaign.
List Code	Link. If a list code is associated with the correspondence, select it here. This code identifies the mailing list from which the customer was solicited.
List Segment	Read-only. As of 7.4.2, this is a field that can be populated by third-party marketing vendors when promotional communications are generated to customers. Information is recorded in the system about the communication (e.g., an email promotion) as an activity record. A segment code is generated by the third-party marketing software that identifies a subset of customers based on characteristics common to all of the customers in the segment (such as geographic location, years as a member, past purchases, participation history, etc.). Response behavior is analyzed by segment for purposes of identifying the best customers to target to ensure high response rates.
Campaign	Link. If this correspondence is associated with a particular campaign, select it here.
Fund	Link. If this correspondence is associated with a particular fund, select it here.
Appeal	Link. If this correspondence is associated with a particular appeal, select it here.
Pertains to Order/Gift	Link. If this correspondence is regarding a particular order or gift, click this link to open the Order Chooser, as shown below. The Order Chooser only displays orders and gifts in which the selected constituent is the bill-to customer or line-level ship-to customer. Please note that the Order/Gift Status in the search parameters searches against the Order Master status. The Line Status in the search results is the Order Detail status and may not match the Order master status.
Details	Text box. Enter the details of the correspondence in this field.
Resolution	Text box. If the contact tracking record is marked as complete, enter details about the resolution in this field. For example, if a constituent calls to complain about slow shipping, the user can look up and see what others did about the problem.