FIVE CRM

Contact Management Software, CRM Software and lead management software

Hints and Tips

Data

Adding a field to a Panel


You have the ability to add a field to a panel by firstly creating that field under Menu > Setup > Field Headings > Accounts Additional Fields. Once a field has been populated it will automatically save. Follow this by clicking ‘Reload Area’ in the bottom left corner to redirect you to the account list. Click into any account and select ‘Edit This View’ in the bottom left, from here you will need to choose the panel you would like to add the newly created field to by clicking the spanner icon to the top right. You should now see ‘Add Field’ to the top left of the view. Under ‘Type’ you will need to select ‘Additional Field’ and under ‘Field’ you will now select the newly created field from the list, once completed, hit save.
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Adding a field to a Tab


Prior to adding this field you will need to create it (Menu > Setup > Field Headings > Account Additional Fields). Once created you will need to enter into an account, followed by clicking ‘Edit This View’. Under the additional information panel, if you click the spanner icon to the far right, this will take you to the edit section of this panel. Select a tab that has already been created (alternatively create one) and click ‘New Field/Item’. Under ‘Field’ select the field you wish to add and click save.
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Adding and removing fields from the Contact History


Under the contact history tab there are a few standard headings which are displayed, these can be changed at any point to accommodate for what your business needs. To add or remove headings from this tab go to Menu > Setup > Field Selection > Account History.
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Adding Attachments to Accounts


You have the ability to add attachments to accounts within the additional information panel. There is a limit on the size of file you can attach and that is 20 mb. You must first add the tab for attachments and then you will be able to add your files and save the account.
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Adding Contact Job Titles


Following the route of Menu > Setup > Contacts > Contact Job Titles, you are able to create personalised job titles for your CRM. You will simply need to type the job title into the empty field displayed followed by clicking the icon to the right to add it to the list. You can also delete existing titles by locating the job title and clicking the icon to the far right.
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Allocate accounts to multiple Owners at the same time


Using the assign tool built into the application you are able to easily and quickly bulk assign accounts to multiple owners and split them evenly, even using a random order to make sure no bias! Data management made easy rather than manual.
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Assign to Copy or Move Accounts


When using our assign function there are a number of options to choose from. Two of these are Copy Accounts and Move Accounts. They do as they say, so Copy Accounts with make a copy of the selected data and place that in the defined database area along with the option to copy contact history. And Move Accounts allows you to completely move selected accounts from one area to another again with the option to move contact history.
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Clearing and resetting the Nextdate field within the Wrapup


These options are situated within the database area setup under the dropdown of Wrapup. ‘Clear Nextdate on Wrapup’ will clear the nextdate field in the wrapup so that it displays as blank. ‘Reset Nextdate on save if cleared’ only shows if the ‘Clear Nextdate on Wrapup’ box is ticked, this option will reset the nextdate field to be blank when it is saved.
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Contact Status v's Account Status


Within FIVE CRM you have the ability to set a status against contacts and a status against accounts. This means if you have two contacts in one account, and one contact is a cold lead but the other is a hot lead you can select this on the panel view so that your users know who to call. You may then mark the account as a overall hot lead because there is a potential buyer at that company.
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Creating new Activities for Contact History


Common activities for contact history are Wrapup, Email, Letter. But you can add as many different activities as you like to fit your companies needs. To list some additional ones you might add:
– SMS Message
– Meeting
– Adding Notes
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How to find Recent Accounts you have worked in


If you have exited an account and wish to find the account you have just left, you can find this by following the route of Menu > User > Recent accounts. You have the ability to click on the recent account within the list and it will redirect you to that account.
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How to use Multiple Status selection on the Account List


In the filter you can add the option to filter by multiple Customer Status’ which will return accounts that match the status’ selected. This setting is changed in the area usability heading in the database area settings.
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Multiple contacts during import using consecutive check


Having the ability to handle multiple contacts and have them added to the same account means data integrity is retained and if information is required can be looked up easily. Simply make sure that the consecutive record check is ticked when importing and contacts won’t separate.
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More callback options


Under the database area setup you have a dropdown for Callback Management, in this section there is a heading for More Callback Options and this is where you can specify that if a certain response or customer status has been selected a number of times for the system to automatically change the account status to be something else. For example if ‘call back’ is selected within an account more then 10 times set the account status to be dead lead.
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Must Call Accounts


Within the system you can mark an account as Must Call, this means it will be highlighted on the account list for users to see. They can then filter by this to work on important accounts.
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Quick find on account list: Shift + Ctrl + F


You can use the keyboard shortcut Shift + Ctrl + F while in any part of the system to quickly search the current database area for accounts containing your input in the account name. Note that it will only search accounts you are allowed to use.
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Response workflow options


One of the most powerful features in the system are the responses and what happens after a response is used on an account, from customers statuses to nextdates including sending emails. Edit a response to find all the options.
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Use New Account form to check if an account already exists


Within the system when creating a new account you are able to use the same popup to check if an account already exists with a fuzzy search on any account name you input. This could save your users making duplicate accounts when they already exist in another area.
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Using Assign function to bulk edit telephone numbers with prefix


You are able to use the built in Assign function to automatically format and prefix all telephone numbers in the system. Did your import miss off starting zero’s? need a specific dialing prefix to dial out each time? We have you covered with this feature in the CRM using the assign tool.
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Display

Can set up an Appointment date/time rather then using the Nextdate


The default Appointment field is the Nextdate which is fine unless you want to set call-back dates in addition to the appointment date, if this is the case you will need to create an Appointment date/time field in the Account Additional Fields and change the Appointment field to the New field you created.
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Can use the Email Campaign Panel to view results per Account


This Panel shows all the Email Campaigns that any Contact in this Account has been included in, unless the Campaigns themselves have since been deleted. The Panel also has additional options to be able to schedule a New Campaign by selecting a predefined Campaign Template.
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Change columns on the Account List and set as default for all


You are able to change which columns are visible and displayed on the account list by simpling being on the account list and selecting “edit this view” in the bottom left. You’ll then be able to select fields on the left and reorder and remove existing ones on the right hand side of the popup.
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Common controls


Within FIVE CRM you can add controls to fields which will restrict what users can do and see. Common controls are *me for a mandatory field. *nv to make a field not visible. *ro to make the field read only and you can even make these controls apply to only certain user authority levels, for example you might have *nv[10] which will make that field not visible for any user who has the authority level of 10.
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Contact History project filter


Within the Contact History panel you have the option to filter down to history entered in a specific Project. You can also setup a default setting so that when you enter an account in a particular Project only that Projects Contact History gets displayed.
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Different Panel Views for Users and Projects


You have the option to have a different Panel View for each User and/or each Project, meaning you can tailor the view to be specific. This is either done in the Project setup settings or you can change the view on User level in their User Profile in the Defaults and Filters heading.
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Different themed Areas


Within FIVE CRM you have the ability to create multiple Database Areas. To make these areas easy to identify you can chose a different theme for each. For example if you have two Database Areas, one for company A and the other for company B. You might make the area for company A blue and the area for company B orange. This is configured within the Database Area setup.
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Different types of Contacts Panel (Tab or Grid)


It is possible to change the layout of the systems default contacts panel. You can choose from either a Tabular layout, or a Grid layout. You may require a different layout depending on how you wish to see your data. A Grid layout for instance will allow you to see data for multiple contacts at once, whereas the Tab layout will only show you information specific to that contact.
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More information for contacts visible by clicking the Contact button


Detailed information on each specific contact is displayed when clicking the contact button while inside of a specific account. This will only display information that has been imported into the specific contact but in a readable formatted popup. Store contact specific data easily.
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Named only Additonal Fields


This is an option within the Database Area which allows your Search on the Account List to be narrowed down and only display Additional Fields which have been given a name. This can save time when scrolling through the list.
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Next reference number


The Next reference number refers to the next Account Number given when adding a new Account to the system. When adding Accounts through the New Account icon on the side menu or when Importing new Accounts you have the ability to add a prefix and change the Next reference number. You can also define this within the Database Area setup.
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One Contact on the Filter


If you decide to have Contact details displayed on your Account List, and within Accounts you have multiple Contacts there is a function which allows you to only see One Contact per Account in the list. When you select the Filter option there is a tick box for One Contact, simply tick this and click apply.
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Resizing Panels


There are two ways within FIVE CRM to resize panels. You can either go to Menu > Panels > Panel Views, select your view and change the height and width in here. Or you can go into an Account, click ‘edit this view’ in the bottom left corner and from there click in the bottom right hand corner of each panel then drag and drop to resize.
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Set accounts to colours on the Account List based on status


Accounts within your CRM are able to be custom color coded based on the status of the account. This allows the agents using the system at a glance to be able to see the status of the data. Setup the color code for each status under the options.
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Show checkbox options for a field instead of a strict dropdown list


You are able to have multiple selection tick boxes rather than a strict dropdown list by making sure the specific field has the format option of multiple selection ticked. This can then allow the users to be able to tick any available options and save their input.
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Simplified Search fields


Simplified search is an option within the Database Area that limits your list of fields within the Search dropdown to be only Accounts and Contact related (including additional fields).
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What Database Area are you currently in?


Within FIVE CRM you have the ability to create and access multiple Database Areas. If you should need to check what Database Area you are currently working in you have two options. Either look at the bottom of your screen in the middle of the coloured bar and it will advise you. Or go to Menu > File > Change Area to check which Area is currently selected for you.
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You can change the buttons shown in the short menu


The options visible on the short menu can be changed specific to each user, options under the user profile allows for up to three additional icons to be added for almost any function in the system. Quicker access to the features you need.
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You can change the number of accounts shown on the Account List


By default the account list is limited to displaying only 25 accounts on the account list but this can be extended to 50, 75 or 100 accounts visible. This is done by clicking the edit this view button while on the account list and selecting the option in the bottom right hand side.
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Emails

Adding HTML into the Document Editor


Within our document editor you have the ability to paste in HTML. However when you do this you may need to edit the code you are entering. This is because some extra HTML can be added which is not needed within our editor but is required on the site it was originally created on.

If you are not familiar with HTML we suggest you ask someone within your business that has some experience using HTML as we will help you as much as we can however we do not support HTML.

A few key changes that you may need to make to your documents are:
– Removing an META tags from the HTML
– Ensuring the end head, body and html tags are in the correct location within the HTML
– Uploading any images to our server to ensure they display correctly

Please note that each piece of HTML is different and therefore you may need to make different adjustments accordingly.
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Adding links to a Document


You can add a Trackable Link to an Email Campaign which will allow you to target customers in relation to what they show interest in. In the Email Campaign Document editor, you will need to highlight the text you want to be a link and then select the relevant ‘*link’ from the Campaign Links dropdown.
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Adding URL's to the Email Campaign setup


You can add a Trackable Link to an Email campaign which will allow you to target customers in relation to what they show interest in. After clicking Save and Generate Links in the Email Campaign setup you will see your trackable links appear. You will need to click the edit icon and in the popup add your destination URL along with the option for other settings.
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Attached files within Account Documents


To add an attachment onto a Document you will first need to upload the file you wish to attach. To do this, click onto the Menu > View > Attached Files. Here you will find the files which you currently have uploaded to the system. To upload a new file(s) click Add Files, choose what you would like through the File Explorer and then select Start Upload, Once this is complete you will see your files appear at the bottom of the screen under the Attached Files heading, this means they are now ready to use. To attach your newly uploaded files to a document, click back into Menu > Setup > Documents > Account Documents. Here select one of your existing Documents and on the right you will see a section for attachments with drop-down menus, your new files will appear here to choose from.
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Attachment URL


When you have attached a file it will be hosted on our server which means you can access the URL for it. The URL is needed for Trackable Links or for adding a Company logo to the system. Once you have attached the file you will need to select it from the list below and it will open in a new browser tab. In this tab you can collect the URL.
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Double click the email address field to open a blank document


You have the ability to double click on any email address in the system and it will open up a blank account document that can be used to send an email. This will still be logged in the contact history like a normal account wrapup and will contain any information input into the email.
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Duplicating Email Campaigns


Duplicating Email Campaigns is used frequently by users to save time. Whenever you send an email we always advised sending yourself a test first to ensure all images and links work correctly. To avoid creating another Email Campaign from scratch to send to your clients you can duplicate your test and make any changes to that if needed.
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Email campaigns can update accounts automatically


With email campaigns you can automatically set/update fields on accounts that take campaign action, be that opening the email or clicking a specific link. Simply make sure to enable the setting when creating the campaign links.
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Images can be trackable links


Images in Email Campaign Documents can be configured to be trackable links.To do this simply add the image to your Document, highlight it and select the link icon at the top of the editor. From here you must select the Link Type as URL, the Protocol as Other and populate the URL with *Link_1 (Change the link number for each trackable link).
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Individual emails can be tracked


Normal account document emails can be tracked by enabling the database area setting under each database area settings, email server and track individual email options, simply enable it and ensure you have an email panel on the account details.
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Manually unsubscribing Contacts


Contacts can be manually unsubscribed from any future emails in 3 ways. You can either use the assign to set the contact unsubscribe field to ‘E’, have this field on the Contacts Panel and populate it with ‘E’, or navigate to the Contacts button at the top of the Account Details screen tick the box for Email Opt Out.
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Reports can be scheduled to be emailed automatically


That report that you are always running every Friday at the end of the day can actually be scheduled automatically to send to you, including having the CSV attached to it. Just make sure to enable the option when setting up the report.
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SMS Campaigns


If you need to send SMS campaigns within FIVE CRM this is possible as long as you have an Email to SMS provider. You can create SMS campaigns through the assign function or on a response.
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Step log on Email Campaigns


Within our Email Campaign section we have a feature which helps our customer to see why an Email Campaign may have failed, if there are any issues and also if the campaign was successful. The icon you need to select is under the heading Actions and looks a clipboard with a tick.
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There are two unsubscribe options for email campaigns


For email campaigns you can actually give your recipients two options to unsubscribe, one from the specific campaign they are being targeted by and the other to unsubscribe from all emails sent from the database area.
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Uploading Attachments


It is possible to attach files to the system. Many file types are accepted, the main ones being RTF, PDF, JPEG, GIF, PNG, MP3, TXT, DOC and DOCX. To attach the file you will need to go to Menu > View > Attached Files. Select the Add files option, select the file and then select upload. The uploaded file will be show in the below list.
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Who's opened or clicked an Email Campaign


If you have enabled detailed email tracking in your Database Area, when you send out Email Campaigns you have the ability to track and see who has opened and clicked any links. This is visible under Menu > Tools > Email/SMS Campaigns > Campaign Scheduling. Simply click on the number for opened or clicked to view the results.
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Fields

Account Additional Fields can be encrypted


Each field when added to an additional panel tab setup can be selected as being encrypted. This allows agents to enter data into the field but have it visible back as encrypted, yet administrators will view the field fully decrypted.
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Account Additional Fields can be shown as multi-line text boxes


When editing fields already assigned to panels you are able to use the control option *text[50] with the number inside the brackets behind how tall in pixels you want the textbox to appear to you agents. This allows them to edit fields easier.
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Changing system field names (area specific)


It is possible to change the names of most system default fields. This can be useful when working with certain data suppliers that choose to use different field names to those in the system. Keep in mind that you may need to refresh some system areas for the changes to take effect.
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Date fields can be shown without showing the time


Each date field in the system actually has the option of being displayed without showing the time. This can be accomplished by using the control setting of *dateonly on the specific field you want. This will then hide the time from being shown.
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Fields that have been set as dropdowns can also be typed into


Even if a field has been added as a dropdown list, if read only has not been selected then selecting the field and pressing shift and enter on your keyboard will allow you to enter a value other than the ones setup to be available. Handy for when the default options aren’t applicable.
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Mandatory fields + conditional options


As an administrator you can have multiple fields set as mandatory fields so that before completing an account save they have to be entered, even specific fields per response. These settings are per field when editing the view.
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Set a field to the type of date and it pops-up a calendar when used


If using date fields in the system as additional fields you should ensure that you update the field type to date so that a date structure can be enforced on the field, along with this where that field is used a calendar dropdown will now appear. Date lookup made easy.
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Functions

Add a button to search LinkedIn for contacts for the open account


Along with being able to add an entire account details panel for LinkedIn research you can also add a specific button that can be used to search the company name on LinkedIn to find current employees. This ends up being a time saver again for agents trying to do research.
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Calculate distance


This function within the Assign allows you to calculate the distance from your office (for example) to each of your Accounts postcodes. You can either calculate it via the System method of via Google maps method. The differences are that the System method calculates as the crow flys and Google maps method gives the actual road distance.
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Change Area


To change Database Areas within the system you can either go to Menu > File > Change Area and select from the list of active Areas you have. Or you can configure a Menu Shortcut which will give you the same popup to Change Area.
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Change Log


The Change Log allows admin Users to check what changes have been made within individual accounts along with when the changes were made and who by. This can be accessed by entering an account, going to Menu > View > Account Change Log.
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Copy Accounts


You have the option to copy the Account you’re in through the Menu. You can either copy the Account in the current Area or copy to another Area. In the popup you also have the option see/edit the Account number. This will be an exact copy of the Account.
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Copy Contacts


If you wish to easily copy Contact details into another Account without having to manually enter them, you can do this by entering into the Account with the Contacts you wish to copy, followed by going to the Menu > File > Copy Contacts. You will need to enter the Account Number of the Account you wish to move the Contacts to. There are also various options you can select such as copying the Contact Cistory.
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Creating a simple Report


Within FIVE CRM you have the ability to create numerous Reports. An example of a simple Report you may want to create could be ‘a count of how many Accounts are under each Customer Status currently’. This particular Report is useful and allows you to monitor your data, checking how many hot or cold leads you currently have in each Database Area.
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Creating an Alarm


Alarms are added to Accounts on the Wrapup panel. Alarms are user specific and you can have more than one Alarm against each Account if needed. You set an Alarm by populating the Nextdate field with the date and time of your Alarm and then tick the box for Alarm. Populate the rest of the fields you need and save the Account.
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Dashboards for User Statistics


You can create Reports within our system which pull information such as:
-Number of calls made per users
-Number of appointments booked today
These Reports can then be added to a Dashboard which can be added to a TV screen. Meaning users can monitor their activity throughout the day. Dashboards also have a tick box to reload every 60 seconds meaning the results keep getting updated throughout the day.
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Detailed Access Log


The Detailed Access Log allows you to see all actions by any Users within a certain time period. For example you can select a Database Area, a day using the calendar feature and you can visually see all actions with a timestamp to reflect the action. This is beneficial as it gives you the option to look at the activity of your agents. The Detailed Access Log will automatically clear once the data is 7 days old.
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Internal messaging


Within FIVE CRM we have an Internal Messaging system which allows you to send messages to direct users, certain user types and certain users with a set authority level. This can be found by going to Menu > View > Messenger. From here you can check your inbox and what messages you have sent. You can also create a new message and send it to your colleagues.
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Lead Scoring


Lead Scoring is a way to record a score against each Account and give you the ability to see how hot or cold each Account is. You can add and subtract scores and even go into minuses if needed. Lead Scoring is calculated from Responses, Customer Statuses and Additional Fields.
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Linked Fields


Within the system you can configure Linked Fields which enable you to automatically populate other specified fields. You will first need to create all the Additional Fields you need, then go to Menu > Setup > More > Linked Field Dropdowns and in here add your mapping for each scenario.
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Mail Merge


Mail Merge is a option within the Assign function that allows you to merge contact information into an RTF to be printed off. You simply need to make the RTF document first, add in any of our system merges that you may need (for example *Firstname) and upload it into our document section. From here select the Assign and the Accounts that need to be affected, select the document and then click apply.
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Manage Alarms


To manage your Alarms, click on Menu > Tools > Manage Alarms. You will be able to see a list of all Alarms configured in your system. You can filter out these Alarms by Username, Area and Alarm Type (overdue and future) . You can also perform certain actions with selected alarms (delete, reassign, change the date/time). You can either select alarms individually or select all alarms that are on your current page.
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Open a website by clicking the linked button next to the www field


By default the account website field when displayed will add a button at the end of the field that can be clicked to open whatever web address input into the field into a new window. This is useful if doing lead generation for agents to research companies backgrounds.
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Password protected Reports


On the fifth step of creating a Report (5. Report Layout) you will notice ‘Automatic Scheduling’. Selecting either weekly/monthly, you will able to see a password field below, this will add an additional level of security to your Reports as they may contain confidential/sensitive information. These Reports will be sent in a password-protected ZIP archive. You can also check the characters entered into the password field by clicking the icon that resembles an eye to the right.
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Reload Area


Reload Area is a option within our system that does as it says. It reloads the page after a change has been made, ensuring that it is applied to the system for you. When this option is clicked it will take you back to the initial page you see when you log in. Reload Area is found in the bottom left hand corner of your screen.
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Report selection criteria


When creating Reports you may need to filter down the results. For example only show Accounts under a certain Owner or only show Accounts saved in a certain time frame. This is all possible with the Selection Criteria section of Reporting. We provide a number of different operators along with fixed values you can use if needed. You also have the option to add multiple criterias if needed.
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Reports can be added to Account View Panels


Instead of having your users view performance critical numbers on their dashboard why not just embed the report on to an account details panel. Just make a new panel and change the function to report selecting the specific one.
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Research function


When a user is within an Account if they navigate to the Menu they will see an option for Research. This option allows you to do a Web search on that company name, you can check them in the Yellow pages, search for the company on Wikipedia and take a look at Google maps. This is a great feature if you need to find out a bit more about the company before calling.
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Response workflow


Within the Response setup there is a dropdown called Workflow. In this dropdown you have the ability to update a field when this Response is selected and saved within an Account. The two fields you need to look at are ‘Set Field’ which is were you select the field you want to update and ‘To’ which is where you type what that field needs to be changed to. If you are updating fields which are defined elsewhere in the system (like Owner for example) You need to ensure the spelling is correct for it to match up.
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The Scripts function can prompt to collect key information


Scripts can be configured to be advanced branching in the way that only specific questions are presented if only specific options are selected and each of these questions can have different data capture fields displayed. You can even take this further and make some of the fields mandatory.
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Use the Call Guide function to put your company logo on the screen


You can use the Call Guide function in the system to add your company logo or further information along with being able to embed a call guide onto a panel to add that information onto the account details view making it visible for all users using that specific view. Useful for quick info.
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User Statistics - Daily


Certain User authority levels have access to a function under Menu > Tools > User Statistics called Daily. This option allows you to check the log on and off times of Users along with the number of calls made and their signed on time. You can filter down to a certain Username, week and Database Area if needed. Please note that we rely on Users logging off of the system correctly to record accurate results. If users do not log off correctly then the results will be incorrect.
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View a map of the address by using the button next to the postcode


Similar to the account website field, whenever the account address postcode field is used a google maps button will be put at the end of the field and it can be used to quickly open a maps result of the entire address again to be able to quickly and easily do research.
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View Call History


If you wish you view the calls made by your Users you can do this by going to the Menu > View > Call History. Following this you will notice you are able to restrict the parameters to certain users/date ranges/areas. Once you have filled in your criteria click ‘View’ and the results will be displayed. You also have the ability to download the data, which will be downloaded as an Excel file.
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Gamification

Achievements can have multiple criteria tracking various data


Need to be able to track sales, call backs and number of fields updated? Have one achievement track it all if you want. When creating the achievement simply make sure to include all the criteria you need, the system won’t let you group together things that don’t make sense.
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Create and upload a user avatar for the achievements dashboard


For each user in the system you are able to upload a personal user avatar. This can be done under the SETUP > USERS > USER PROFILES option and found in the top right. You could use a website like http://avatarmaker.com/ to create similar ones for each member.
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The Achievement Dashboard can be on any size display


Development was done on the achievement dashboard to make it fully responsive and able to be displayed on any size display. Simply login > VIEW > ACHIEVEMENT DASHBOARD. It will open in a new tab, refresh every 60 seconds and is scaled to the size of the display.
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GDPR

Data Privacy Delete


Data Privacy Delete – Account

Whether you are deleting an Account through the Menu option, File > Delete in the Account itself or deleting the Account(s) through an Assign you have the option to delete the Data in accordance to GDPR.

Data Privacy Delete – Contact

When deleting a Contact through the Contact panel in the Account Details screen or deleting the Contact(s) through an Assign you have the option to delete the Data in accordance to GDPR.

A ‘Data Privacy’ delete will remove the Account/Contact from the Area and it will not make a log in a Backup file. This means we will not be able to restore this Account/Contact should you select that option in error.
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Data Privacy Manager


With the potential for data to get lost and misused we have incorporated a way to view and manage the privacy details across a whole database. The new Data Privacy Manager shows a total of 20 charts analysing the data in many different ways.

For those charts that it is relevant, it is possible to click charts elements to show the underlying data on the Account List, and of course, from there the data can be managed using the normal Assign tools.

To apply a filter directly to the Account List for graphs, simply hover over the desired data point, and then click on the tooltip. For tables, simply click on the link located in the desired cell.

To get to the Data Privacy Manager page you will need to go to Menu, Tools > Privacy > Data Privacy Manager.
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Deleting Accounts and Contacts


When deleting Accounts/Contacts you now have two options. You have Standard Removal or Data Privacy (quick backup will not be taken). A Standard Removal means we store a quick backup on the action for you however this will be overwritten on your next assign. A Data Privacy removal means we have no quick backup of your action.
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Editing Pricacy Details within an Account


Editing Privacy Details can be beneficial as it allows you to alter the methods of contact in addition to the grounds for contact. This can be changed by entering into an Account and selecting the ‘Privacy’ button at the top of the account view and selecting the edit icon to the far right below the ‘Actions’ header. You can make these changes accordingly; once completed click amend. Bear in mind these will not save until you save the Account.
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Email Campaign Detailed Tracking


It is possible to allow / prevent certain Email Campaigns from relating opens and clicks to individual contacts.

If the option is turned off, all opens and clicks are anonymous. This means that you would not be able to see who has opened an email, or who has clicked an email. This also prevents you from triggering additional events when an email is opened or clicked, as that would be a way to work out which contacts have interacted with an email.

There is an option under Menu, Setup > Database Areas for each area to set this to on or off by default for each new campaign you create. Choose the area you want to change this setting in, then go to the Email Campaign Settings tab.
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Filtering by Contact Privacy Details


In the Privacy settings you have the option to add a Date Range, you can then filter by Active, Inactive, None or a combination of all 3. You can also filter by Categories and Criteria.
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Processing Categories


Processing Categories allow you to specify what your agents are allowed to discuss with your clients and what data they can process.To set up Processing Categories, go to Menu, Setup > Privacy > Processing Categories.
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Processing Channels


Processing Channels allow you to specify which mediums of contact your agents are allowed to have with your clients and how you process their data. To set up Processing Channels, go to Menu, Setup > Privacy > Processing Channels.
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Privacy Details


Privacy Details can be added, edited and viewed for all contacts in an Account while within the Account itself.

These Privacy Details show the processing Channels and Categories which are permitted to contact the Contacts on the Account.

Adding Privacy Details

To add new Privacy Details, click on the “New Privacy Detail” tab at the top.
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Privacy Details can be added to a Tab or Panel


This is a Tab or Panel to show the Processing Categories and Processing Channels selected for each Contact. Making it easy to see what and how you can communicate with the selected Contact.
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Privacy Detail Templates


Privacy Detail Templates allow you to create pre-configured Privacy Details that can then be assigned to Contacts via various methods.

To set up Privacy Detail Templates, go to Menu, Setup > Privacy > Privacy Detail Templates.

There are several methods in which you can apply these templates to Contacts, these are:
• Assign
• Imports
• Web forms
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Removed Account Search


The Removed Account Search allows you to search for Accounts that have previously been removed due to data privacy reasons.

To access the Removed Account Search, go to Menu, Tools > Privacy > Removed Account Search.
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Removed Contact Search


The Removed Contact Search allows you to search for contacts that have previously been removed due to data privacy reasons.

To access the Removed Contact Search, go to Menu, Tools > Privacy > Removed Contact Search.
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Imports & Exports

Clearing all mapping and removing incorrect mapping


When importing data FIVE CRM will try and auto map some fields for you. The system does not always get these right so if you need to clear all the mapping to start from scratch you have a option to do so. You can also remove individual incorrect mapping by clicking on the field name under the heading of Mapping.
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Definition mapping


When Importing into FIVE CRM you have the ability to use a feature called Definition file mapping from previous Imports. This saves you time with mapping if a number of your CSV files are in the same format.
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Exporting data


From the Account List certain authority level users have the ability to Export data. This is done by going to Menu > File > Export. This function allows you to pull off account and contact level information onto a CSV file. Simply click the option and select the fields you want to Export. If you need Contact History related fields then you will need to produce a Report.
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History export


If you need to Export Contact History you will need to do so via a Report. First you will need to go to Menu > Tools > Reporting and make a new Report. Select all the relevant fields you need to Export, you will need to make sure you select fields from the folder Contact History also. Most commonly people will select a date field from here, Activity and Comments. Once you have selected your fields you can populate any criteria and from there download the report onto a CSV.
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Import default settings


On the final page when Importing data you have a heading for Default Settings. Under this section you have the ability to set the Owner for new Accounts, Customer Status, Project and Salesperson. These do not need to be populated but if you do not wish to set an Owner or Customer Status you must tick the box for Skip Owner mapping and Skip Status mapping.
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Update Imports


When carrying out an Update/Import you will be required to set a ‘Key Field’ and an ‘Update Field’. A Key Field is a field that the system will look to use to link the Accounts within the system to the Import file. The ‘Update Field’ determines which fields you wish up update with the new values. If the key field matches within both it will update that field with the new value contained within the Import file.
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Introductory Tasks

Support Portal - How to access


The Support Portal is where a significant amount information regarding FIVE CRM is stored. Within the Support Portal you can find steps on how to carry out almost any task within the system; this includes written guides, video guides and hints and tips which include a small explanation paired with a GIF. If you wish to access the Support Portal you can do so by heading to the Menu and selecting ‘Support Portal’ towards the top of the list, this will open a new tab.
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Ways to log off


FIVE CRM records users log on and off times, to record these accurately users need to make sure they are oggin out of the system correctly. If they do not you will find discrepancies in the results we gather as the system does not know when that user stopped working. There are two ways to log off, by clicking the power icon in the top right corner or by going to Menu > File > Log Out.
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Users

Click-to-dial options and auto-dial


From within the system you are able to set up specific click-to-dial options integrating with most VOIP providers along with having the phone auto dial opened accounts after X seconds. All these settings are in the database area settings.
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Duplicating a User Profile


When you have new users starting at your business to save time instead of creating a new profile for each person you can duplicate User Profiles. You may have a User Profile already configured which has the same requirements as these new users need, or they might need tweaking slightly. Either way there is a duplicate function which copies all User Profile settings.
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Edit users so they can only login from specific IP address(es) setup


Again for each specific user in the system you are able to limit what IP address each user is able to login from. Under SETUP > USERS > USER PROFILES > a specific user > PERMISSIONS you’ll find IP Address restrictions which act as a whitelist for the user.
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Forgotten password


If you have forgotten your password we can send you a link to reset your password however you must have your email address within your User Profile so that we know who to contact. If you do not have this and cannot access the system you can contact our Support Team who will be able to assist.
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Hide options within Account Details for certain users


For each specific user in the system you are able to configure which options are visible to them. Under SETUP > USERS > USER PROFILES > a specific user > DISPLAY OPTIONS you can select disabled options which will hide them from view from the user.
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Password expiry


Within each User Profile you can specify when that Users password should expire. The option is within the dropdown of User Details. You can set the password expiry to be a number of months or never. If you set the expiry to be 1 month for example when the user goes to log in they will have to reset their password before they can access the system.
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Queries are able to be saved for yourself or current Database Area


When creating or editing an account list query you have the option to save the specific query for just you or just for the active database are you are currently in. This is done in the query editor which can be found under the filter on the right hand side with options below the string.
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View all users current activity through the Current Status tool


Being able to quickly view all of your users current statues, what page they are on, how long they’ve been there for, when they logged in and what database area they are currently in. Quick readable information available under TOOL > USER STATS > CURRENT STATUS.
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Wrapup


Add fields to the Wrapup panel along with setting the default state


Additional fields can be added to the wrapup panel by using the admin setup of SETUP > FIELD HEADINGS > HISTORY ADDITIONAL FIELDS, you can then display up to 10 additional fields on the wrapup panel along with setting if their default state and if mandatory.
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Setting the default state for what should happen after wrapup


In the system you have the option to display a tick box that can appear on the wrapup which can control if the system automatically moves onto the next account or not once a wrapup is completed. On top of that you can also even set the default stats for that tick box.
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