CRM Settings > CRM Setup
- Nicky Harvey
- Kye Hush
The CRM module has a series of global configuration settings that standardise pipeline and pipeline activity entries. Depending on how your business is utilising the module, at a minimum it is recommended that pipeline ratings and pipeline status codes are set-up at implementation.
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ATTRIBUTES
Activity attributes are used to add metadata to bulk activities created through the resource search. For example, create an activity against contacts you have sent a specific mailer to.
Go to settings > CRM setup > attributes and click the add icon
A new line will be created, click into the attribute name cell, type your description > click enter to save
Click in to the data type cell and select the format from the dropdown list, including list, checkbox, text etc
Click on the ID card icon to add and maintain values for each attribute, i.e. list values, default value etc
Add tags to each attribute
Check/uncheck the enabled box as required
In CRM > resource search > select or create a resource search
Continue to the search activity setup tab > select the relevant attributes
Check set activity as done > click create activity to bulk create the activity across all contacts in the resource search results
PIPELINE ACTIVITY CATEGORIES
Pipeline activities are tasks, follow-ups or actions to be completed as you pursue a new business opportunity, for example a reminder to send a follow-up call or email. Pipeline activity categories are used to group together activity types, i.e. follow-ups, meetings, contract negotiations.
Go to settings > CRM setup > pipeline activity categories > click the add icon
A new line will be created, click into the categories cell > type your description > click enter to save
Repeat to add multiple activity categories
PIPELINE ACTIVITY TYPES
Pipeline activities are tasks, follow-ups or actions to be completed as you pursue a new business opportunity, for example a reminder for a follow-up call or email. Pipeline activity types allow users to quickly create standard follow-up activities from a pre-defined list.
Go to settings > CRM setup > pipeline activity types > click create pipeline activity type
A new line will be created, click into the activity type cell > type your description > click enter to save
Repeat to add multiple activity types
If you are using activity categories, these can be selected and assigned to each activity type in the category column
PIPELINE COMPETITOR
When you mark an opportunity as lost, this field enables you to track the competitor you lost the pipeline to. The competitor is created as resource type ‘other’.
Go to settings > CRM setup > pipeline competitor > click add new competitor
Click yes when prompted
In the add new resource pop-up box, enter the competitor’s name
The initials will pre-populate, or you can enter your own
Leave ignore duplicate check unticked for the system to check the record against existing other resources in your system
In the add a competitor pop-up, select the resource you have just created > click ok
Repeat for each new competitor
In CRM > pipelines when an opportunity is marked as lost, the user is able to select a competitor from the drop-down list
PIPELINE FORECAST FINANCE ACCOUNTS
Select the operating account/s to display actuals in the CRM > 12 month summary forecast.
Go to settings > CRM setup > pipeline forecast finance accounts > click the add icon
In the pop-up, select the company > select the operating account from the dropdown list > click apply
Repeat to add multiple accounts
In CRM > 12 month forecast if the operating account/s have values, they will appear in the relevant month under the finance category
PIPELINE LOST REASONS
Create a pre-defined list of lost reasons for CRM users to add to lost pipelines.
Go to settings > CRM setup > pipeline lost reasons > click add new lost reason
In the pop-up box enter the lost reason and click ok
Repeat to add multiple reasons
In CRM > pipelines when an opportunity is marked as lost, the user can select a lost reason from the drop-down list
PIPELINE RATINGS
Pipeline ratings are used to categorise new business opportunities, for example this field is often used to help identify the source of the opportunity.
Go to settings > CRM setup > pipeline ratings > click create new pipeline rating
A new line will be created, click into the rating description cell > type your description > click enter to save
Repeat to add multiple ratings
In CRM > pipelines > pipeline details a rating can be selected from the drop-down list
PIPELINE STATUS CODES
Pipeline status codes identify the stage the pipeline is at. Each status code is linked to a probability percentage which in turn drives the expected net revenue value. It is recommended that status codes are created if using the CRM module for tracking pipelines.
Go to settings > CRM setup > pipeline status codes and click create pipeline status code
A new line will be created, click into the status description cell, type your description and hit enter to save
Enter a corresponding percentage in the set new probability field > click enter to save
Repeat to add multiple status codes
In CRM > pipelines > pipeline details the probability is defaulting according to the selected status
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