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Communication
You can find a video explaining Communication on the MYOB Greentree Campus.
On This Page
Security
Communications available for viewing, editing, adding or deleting depend on these access settings:
- CRM User Preferences / Privileges for Read, Change, Delete All Records and/or Read, Change, Delete Team Records.
- CRM User Preferences /Privileges for Add and/or Delete My Own Records.
Views
List view
Default view.
Displays real time summary information of all communications for the selected organisation/contact combination by:
- Subject
- Opened date
- Type
- Status
- Assigned To user
- Contact.
Selecting a communication in the list displays the Method and Details about the communication in a panel to the right.
Detail view
Enquiry mode.
Full detail of any communication can be viewed by double clicking on a record from the:
- Communications panel on the workspace
- Relationship Centre / Communication list view.
Maintenance view
Edit mode.
Accessed by:
- selecting Add Communication from the smart button in list view,
- selecting a record as outlined in Detail View, or
- a zone link in Contact, Lead, Organisation and Quote.
Only communications with an Open status
may be edited. When a communication is closed, only the Subject, Status
and Assigned user can be changed.
For new communications, Auto Codes must be used, as manual numbering is not available in browser. These can be assigned in CRM > System > Setup / Auto Codes.
Navigation buttons
Navigation buttons are available in detail and maintenance view only, and allow the user to move through communications.
Where a record has been accessed via drill down or list view, the communications available for viewing are filtered by the selected organisation and/or contact.
Where the selected organisation and/or contact is changed, the communications available for navigation are also updated.
Overview
Subject (80)
A summary description of the communication.
On saving, if Subject is blank, the first 50 characters of the Details text populates this field.
Where Details is blank, Subject is saved as a string concatenation made up of:
- Method description
- CONTACT name
- Open date.
Where no CONTACT is selected, Subject is saved as a string concatenation made up of:
- Method description
- ORGANISATION name
- Open date.
Status
The current status of the communication.
For General, Sales and Service communication types, Status defaults from CRM > System > Module Control.
These are located as follows:
General - Main / Default Comm.Status
Sales - Sales/Default Comm. Status
Service - Default Status
Communication statuses are maintained via CRM >
System > Utilities > Maintain Lookups / Communication Status.
Where Status is set to closed, on Save:
- the Closed by user is updated
- all fields are set to read only except for Subject, Status and Assigned to.
Method
The manner of communication, for example phone, email, fax.
Communication methods are maintained via CRM >
System > Utilities > Maintain Lookups / Communication/Service Request
Source.
Direction
The direction of the communication, for example inbound or outbound.
Defaults to Outbound.
The direction indicates whether the communication was initiated with the organisation and/or contact, or vice versa.
Priority
The importance ranking of the communication.
Communication priorities are maintained via CRM >
System > Utilities > Maintain Lookups / Communication/Service Priority.
Open
The date the communication was opened.
Closed
The date the communication was closed.
Cold call
Where selected, indicates the communication was initiated via a cold call and no previous contact existed prior to the communication.
Connected
Where selected, indicates that the last email sent from this communication was sent successfully.
Details (or Body)
Information about the communication.
Where Method = Email and Direction = Outbound, this is known as the Body.
[ENTER] acts as a line break during text entry.
Info
Reference
The Reference assigned to the communication determines which fields display on the communication form.
Defaults to Sales.
To change the default:
- select Reference
- clear the default name
- select an option from the droplist
- [TAB] or [ENTER] off the field.
The list of available types and their module areas are:
- Collection - Debt Collection
- Event - Bookings Management
- Fund Raising - Fund Raising
- General - Non specific
- Sales - Sales & Marketing
- Service - Service & Support.
Lead
The main lead that this communication relates to.
Displays for Sales type communications only.
Where the communication has been created from a lead, this detail is auto-populated.
Drilldown capability depends on these access settings:
- User Preference / Menu security / CRM / Sales & Marketing /Leads and Opportunities.
- CRM User Preferences / Privileges for Read All Records and/or Read Team Records.
Quote (or Pledge)
The main quote that this communication relates to.
Displays for Event, Fund Raising and Sales type communications only.
When Type = Fund Raising, this is referred to as Pledge.
Where the communication has been created from a quote, this detail is auto-populated.
Drilldown capability depends on these access settings:
- User Preference / Menu security / CRM / Sales & Marketing / Quotes.
- CRM User Preferences / Privileges for Read All Records and/or Read Team Records.
Campaign (or Booking)
The main campaign/booking that this communication relates to.
Displays for Event, Fund Raising or Sales type communications only.
When Type = Event, this is referred to as Booking.
Where the communication has been created from a campaign, this detail is auto-populated.
List
The main list that this communication relates to.
Displays for Collection, General and Service type communications.
Where the communication has been created from a list, this detail is auto-populated.
Product
The main product that this communication relates to.
Displays for all communication types.
Products are maintained via CRM > System > Utilities >
Products Setup.
SR
The main service request that this communication relates to.
Displays for Service type communications only.
Where the communication has been created from a service request, this detail is auto-populated.
Assigned to
The person assigned to the communication.
Defaults to the current user for a new communication.
Private
Determines if the communication is accessible to eModule users.
Published
Determines if the communication is web accessible.