CRM Setup: Notes/History

From a customer record, you are able to add notes against the customer’s file. For example, if a customer calls and has an enquiry, you can track any correspondence between your organisation and the customer. By default, we’ve turned on a number of fields as you can see below, but you have control to change these settings. You can turn off certain fields such as a subject line, the ability to mark notes as private, even the ability to edit notes or delete notes. You are in complete control. You can make certain fields mandatory or leave them as optional. Do the staff members need to enter a duration of how long they took to deal with the customer? Upload a document? By default, whenever a staff member adds a note, even if all options below are switched off, the Notes field will still appear.

It’s important to note that these settings are organisation wide and therefore apply to all users. You cannot customise these settings per user.

Activate Subject Input Field?

When adding a note, does the staff member need to also add a Subject Line as well as the note? This might be preferred if a quick search for content is required. A key subject line will make it faster to locate content in the system. By default, this option is turned on.

Activate Enter Duration?

The enter duration field allows the staff member to enter days, hours and minutes as to how long the enquiry has taken. For example, if a call took 5 minutes to process, the staff member would enter the number ‘5’ under mins. Through analysis, you’ll be able to identify how long staff have spent on particular tasks/calls.

Mandatory: Tick mandatory to make this field compulsory for your staff to complete. It’s your choice.

Activate Ability to relate a Transaction?

By entering a confirmation number, you can easily relate a transaction to a note entered. For example, if a customer calls and has an enquiry about their order, issue solved, this can easily be marked as a note, with the related transaction noted (enter confirmation number).

Mandatory: Tick mandatory to make this field compulsory for staff to always relate a transaction against all notes. 

Activate Add attachment?

This gives staff the ability to add a document against a note. You can also make this mandatory and select the type of file upload allowed, “as upload” (i.e. upload from your desktop) or “as a link” (simply enter the link to your server) or both.  

Mandatory:  Tick mandatory to make this field compulsory.

Activate ability to allocate notes to another user/role?

Allows notes to be allocated to another user/role. For example, I can create a note for my manager and allocate it to them if they were unable to enter the note into the system (i.e. they are busy, you are their assistant etc.).

Activate ability to mark the note as private?

Can all users mark their notes as private which means only they can see these notes? It could be that specific staff members require this function to deal with important customers of the organisation such as donors. Again, only they will be able to see this note.

Allow ability to edit notes?

Can all users edit the notes? Or for data integrity, do notes have to be added again if editing is required? Set according to your organisation’s policy.

Allow ability to delete notes?

Can all users delete any notes? Or for data integrity, is another note required to highlight the updated action. Set your organisation’s preference according to your policy.

NOTE: See below for the privileges which allow users to view or edit the CRM Setup section of the system, as well as users who can add a call to the CRM system.

  • CRM setup allows you to see the menu for all 3 options, notes, documents and tasks (3 sub menus under CRM Setup). Here you can edit the CRM options for all users.
  • Customer – CRM (Notes, Documents, Tasks) allows you to add Notes, Documents and Tasks against the customer’s profile. Unless you also have the CRM Setup privilege, this user will not be able to see the CRM Setup menu in their profile.
  • CRM Tasks – View All User’s Tasks. This allows you under ‘Users’ to view other users’ activities rather than just your own.