Contacts

CRM > Contacts

• Similar to CRM > Accounts > Account Contacts and Admin > CRM > Accounts > Account Contacts

Use the Contacts tab to maintain contacts for each account. These are the individuals that the sales team work with to sell products and services. These are the people that your project team is delivering a completed project to. These are the people that are calling you for support and who you are opening tickets for.

Adding New Account Contacts

1. Select the Admin > CRM > Accounts > Account Contacts tab.
2. Click Add.
3. Enter the following fields in the Account Contact tab.
   • First Name
   • Middle Name
   • Last Name
   • Job Title
   • Account
   • Location Name
   • Status - Active or Inactive
   • Point of Contact - If Yes, this person will be notified if a workflow rule is configured to send notifications to Point of Contact.
   • Receive Invoices - Yes or No
   • Photo - Reset or Select Photo

   

4. Click the Phones tab and enter the following. Click Add to add additional rows.
   • Phone Type
   • Phone Number
   • Is Default - The default phone number displays when you create an activity.
5. Click the Emails tab and enter the following. Click Add to add additional rows.
   • Email Type
   • Email
   • Is Default
6. Click the Client Portal Access tab.

   If you are using the Service Desk module, you can turn on Client Portal for all contacts in your accounts that are clients. The client portal is a secure place for your customers to submit and track help tickets. There is also a Message center that allows the user to send messages directly to their service provider, making it easier to follow up with any tickets and questions that may not be support related. Security roles are provided that makes it easy to turn on the portal and give the right permission levels to your clients.

   • Has Client Portal Access - If Yes, the client has portal access and two extra fields Username and Security Role display. The first time this setting is saved, the contact is sent an email with a user name, password and instructions on how to login to the portal.
   • Username - The username the client will use to logon to the client portal.
   • Reset and Email Password - Enabled if the user requests a new password.
   • Security Role
     • Client Access
     • External User - Allow the client to view/edit their own profile and messages, as well as tickets assigned to them.
     • External Manager - Allow the client to view/edit their own profile and messages. However, unlike 'External User' this option will allow the client to view all tickets.
7. Click the Notes tab. Click Add to add notes.
8. Click the Activities tab. Click Add to add additional activities.

   Activities are a history of the interactions between your company and the contacts for an account. Many activities may need to be tracked to support converting an opportunity into a sale.

   • Subject - Summary of this activity.
   • Status - Status of this activity.
   • Type - Appointment, Ask for Sale, Call, Demo, Email, Follow up, Inquiry, Marketing, Memo, Proactive Call, Quote, Renew Agreement, Task
   • Account - The customer account.
   • Due Date - Due date for this activity.
   • Reminder - Reminder date for this activity.
   • Contact - Contact for this activity.
   • Start Time - Start time for this activity.
   • Assigned To - Employee assigned this activity.Phone - Contact's phone.
   • End Time - End time for this activity.
   • Assigned By - Employee who assigned this activity.
   • Notes - Additional notes about this activity.
9. Click the Custom Fields tab.
   • Enter values in the custom fields, as appropriate for this record.
   • Custom fields are maintained using the Admin > My Company > Custom Fields page.