Page Comparison

Activity

An Activity is a task that can be scheduled to take place for a Contact and can optionally refer to a Lead, Service Request or Order.

Activity Resources

• Contact: All Activities are ultimately linked to a specific contact. For example, if an Activity was created for an order, lead, or service request, then the contact associated with that entity becomes the relevant activity contact.

• Owner: Each activity has an owner who is a system user or team

• responsible for fulfilling the Activity task. The owner can change at any time by either the owner, a user with Owner user role or any member of the team to which the Activity is assigned to.

Activity Type

Activity type denotes the core behaviour of activities.

It is used for analysis purposes (insight analytics) where similar activities are grouped together.

The user must assign a status (active, de-active) as the default for each activity type when created.

Activity Operations

• Create an activity: Unlike other system entities

• , Activities cannot be created from the Activities summary screen. They can only be created by navigating to the relevant Contact, Lead, Service Request or Order

• and then selecting the options button in the top right-hand corner of the screen (…, Create Activity).

  • Name: An Activity name usually

• • describes the necessary action to be performed

• • and must be provided.

  • Description: option if more details needed

  • Type: Select one of the pre-defined Activity Types, as these are per-configured via Settings

  • Owner: The owner of an Activity (team

• • or user)

  • When: the scheduled date and time for the Activity

  • Where: Optionally select one of the Contact’s addresses, if needed (e.g., Activity will

• • occur at the Contact’s premises).

• State update: Activities appearing with a Pending state are still active. In this case, the following actions are available :

  • Complete: The Activity has been fulfilled

  • Cancel - The Activity is no longer active

  • Delete - The activity is deleted (e.g. created by mistake

• Events History: In the activity details screen, options area(…), the user can see a log file with all the actions performed against the Activity.

Tags

Assign Tags associated with the Activities. Tags can be used as a filtering option on summary screens and reports.

Custom Fields

If you require additional information not supported by CRM.COM, you can create custom fields of various formats to meet your specific needs.

Custom Forms

Configure your own custom data screen for Activities.

This is an external implementation designed using CRM.COM’s Back-Office APIs and hosted outside of CRM.COM, which can be loaded and used via the back-end system.

Automations

Ability to schedule actions through Automations based on various Activity events.

• Events

  • New Activity

  • Update Activity

  • Activity Owner Changed

  • Complete Activity

Available actions depending on the selected event:

• Actions

  • CRM.COM Communications

  • CRM.COM Webhooks

  • CRM.COM Activity Provisioning

It’s also possible to automatically create an Activity via Automations using other business events as triggered such as Service Requests. For such cases, refer to each separate module’s business feature.

Analytics

• Dashboards

  • View summarised Activity numbers from the following dashboards:

    • Home

    • CRM Overview

• Insights

  • Set up insights for Activities using customisable criteria and filtering options for these events:

    • Activity Created

    • Activity Completed