Business Feature / Process | |
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Activity | An Activity is a task that can be scheduled to take place for a Contact and can optionally be related to a Lead, Service Request or Order. |
Activity Resources | Contact: All Activities are linked to a specific Contact. For example, when an Activity is created in relation to an order, lead, or service request, the Contact associated with that entity automatically becomes the Activity’s linked Contact. Owner: Each Activity has an assigned owner, who can be a user or a team responsible for completing the Activity. The owner can be changed at any time by the current owner, a user with the ‘Owner’ role, or any member of the assigned team.
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Activity Type | The Activity type denotes the core behaviour of activities. It is utilised for analytical purposes (insight analytics), where similar activities are categorised together. |
Activity Operations | Create an Activity: Unlike other system entities, Activities cannot be created from the Activities summary screen. They must be created directly from a Contact, Lead, Service Request, or Order. Name: A descriptive name is required, typically indicating the action that needs to be performed. Description: Optional field for additional details. Type: Select from the list of Activity Types. Owner: The user or team responsible for completing the Activity. When: The scheduled date and time for the Activity. Where: Optionally select one of the Contact’s addresses (e.g. where the Activity will take place). State update: Activities in a ‘Pending’ state are still active. The following actions can be applied: Complete – Marks the Activity as fulfilled Cancel – Marks the Activity as no longer active Delete – Permanently removes the Activity
Notes: Internal notes related to the Activity. Important notes can be pinned to the top. Event History: A log of all actions performed on the Activity is available in the Activity details screen
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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: 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 | |