Tutorial
CRMService is used to automatically store incoming and outgoing e-mail communication with customers in the Activities application in the form of e-mail activities.
Thanks to CRMService, we achieve records of all incoming and outgoing communication with each customer in one place in NET Genium within the application Activities, or directly display this communication in a specific record of the business account.
Incoming communication
CRMService scans all e-mail messages that are received at the selected e-mail address. (The administrator of the e-mail box must be set up to forward messages to CRMService.) When a new e-mail arrives in your company mailbox, CRMService compares the sender's e-mail with the NET Genium database of business accounts, contacts, and users. and if it finds the appropriate record, it creates a new activity within NET Genium (in the Activities application) about this communication associated with that account or contact.
Outgoing communication
In this case, the CRMService service works similarly. When sending an e-mail, we will send a (hidden) copy to a special CRMService address (eg crm@netgenium.com, this address is specific to each customer), from where the service analyzes the e-mail. If he finds the relevant business account, contact or user according to the recipient's e-mail address, he will create a new activity in NET Genium within it.
The newly created activity can be assigned to an existing order or order with the appropriate number using an outgoing e-mail message. However, the subject or body of the email text should include a text string in one of the following forms:
- for order: order:number, resp. order:number (without quotes, number represents the order number in the format yyyy-#, where yyyy is the year and # is the order number);
- for contract: contract:number, resp. contract:number, where number is the contract number (excluding the year);
- for project: project:number, where number is similar to the project number in the previous case.
- For all of the above, activity type and/or scope can be specified as an optional parameter. For example, contract:xxx Meeting, where Meeting must be listed in the activity type list. CRMService then creates a Meeting activity. If not specified, the parameter is ignored. Diacritics or uppercase and lowercase letters are not case sensitive. (Further details on entering parameters are described in the following paragraphs.)
The given order or order, or the project will be included if it is preceded by an indent to the next line (press Enter) or a space. The order or order number does not have to be assigned to the activity type designation tightly, so there can be a space between the number and the type (then the search string would look like this: Contract: 58).
Setting the email address info@xy.cz for a business account
When filling in email addresses for individual business accounts or contacts, it is necessary to pay attention to filling in the value info@xy.cz in the item Email address. Any domain can be substituted for the domain variable xy. If the e-mail address corresponding to the one in the incoming e-mail is not found in the directory of business accounts or contacts and at the same time an e-mail address with the structure info@xy.cz is specified for some business account, where the domain xy.cz will match the domain specified as the recipient in the incoming email, so the incoming email will be processed for a business account with the email address info@xy.cz.
Scope setting
In the System application, the User Groups view page lists Roles that are organized in a tree structure. For example, four roles (R) 1st can be defined in the system. Executive, (R) 2nd Procurement Manager (R) 3rd Responsible person for contracts and (R) 4th Employee. At the moment when the incoming email will be processed by the CRMService service, an activity will be created for which the scope will be set. The roles to which the recipient of the email belongs and all roles that are superior to the role of the recipient will be within the scope.
For example, if CRMService sets the scope for the recipient's activity from the Order Person role, the (R) 3rd roles will be assigned to the scope field. Responsible person (R) 2nd Procurement Manager and (R) 1st Executive. For example, all users who belong to one of these roles will see this activity in the All Activities datagrid. Only users from role (R) 4th Employees will not see this activity.
Scope and Activity type settings from email
You can set a specific type and scope for a newly created activity using an e-mail message. (Only types and scopes already defined in the application can be used.)
You can add a scope code and/or activity type name to the text string in the text or email name that identifies the order, order, or task to which the new activity is assigned.
E.g.: From an email that will contain the following text: “Contract: 111 Minutes p2”, a “Minutes” activity will be created, accessible to users of scope 2 (and higher), assigned to contract number 111.
The scope of a new activity can be specified using a role code, denoting the role level. E.g. code for “(R) 2nd The order manager” from the previous example is “p2” (or “P2”).
- entering “p1” to “p9” creates an activity with the set access level according to the selected scope number and higher (This means that the activity, with scope 2, will be accessible to users of scope level p2 and p1.)
- without “p” an activity with the same scope as the sender/recipient of the message is created, which will be accessible to users with the same or higher authorization (role) as the recipient/sender of the email.
- when entering “p-” or “P-”, an activity without scope is created, which will be accessible to the responsible person of the activity and, if it is a contract, then to the members of the contract working team.
Activity type. The default activity type is “Email”, with which the activity is created unless another one is selected.
If another type is specified, the application searches the table of created activity types and assigns the specified type if it finds a unique match. This means that if there is a type “Minutes of the meeting” and the text of the email will contain the following text string “Contract: 111 Record p2”, the application finds a match and creates an activity of type “Minutes of the meeting”.
Email processing for non-existent user
If a situation occurs in which the CRMService service receives an email that will be addressed to a user who is not managed in the system (CRMService cannot find a user with the corresponding email address), then CRMService will process the email but not generate the relevant activity because it would not be possible. assign to someone.
Processing of information emails
For example, if you change the deadline or add a comment to a task, NET Genium sends an information email by default. The received email is processed by the CRMService service, but the CRMService no longer generates new activity.