Activities

Owned by Spyroulla Ioakim
Last updated: yesterday at 11:35 am by Georgia Kountouri
5 min read

An Activity is a task that can be scheduled to take place for a Contact, a Lead, a Service Request or an Order as part of a business flow. An Activity doesn't carry any charges per se but can be charged through the entity for which it was created (e.g. an Activity for an installation could be charged through the Service Request for which it was created).

THE ESSENTIALS

These are some basic terms used throughout the software when referring to and managing Activities.

Contact

All Activities must be linked to a Contact, i.e. created for a particular Contact. If an Activity was created for an Order, a Lead or a Service Request, then the Contact on that entity becomes the Activity-related Contact (i.e. for whom it was created).

Owner

An Activity has an owner who is a system user or a team responsible for carrying out the Activity task. The owner can change at any given time (i.e. be assigned to another team or user).

Type

Activity Types can be defined for the purpose of grouping similar activities together and are used for Insights analytics.

Linked Entity

This is the Order, Lead or Service Request for which and from which the Activity was created.

Scheduled Date

The date/time when the Activity task is scheduled to take place.

Location

If the Activity is taking place at the Contact's premises, then one of the Contact's addresses can be selected.

State

An Activity can take on different states representing its current form.

  • Pending - Activity is still open, awaiting completion

  • Completed - Activity has been dealt with and closed

  • Cancelled - Activity has been closed due to cancellation

Managing Activities

Navigate to CRM > Activities to view created Activities.

Search for an Activity by name, or use the filtering options to apply criteria, thereby narrowing down the search results.

Activities summary screen

Creating an Activity

Unlike other entities of the system, 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.

 

Creating an Activity for a Contact

 

 

 

Complete the Activity details:

  • Name - An Activity name must be provided; this briefly describes the necessary action to be performed and acts as the title of the Activity

  • Description - Use this space to further explain the required action if necessary

  • Type - Select one of the pre-defined Activity Types; these are configurable via Settings

  • Owner - The owner of an Activity can be a team or a single system user; if not assigned, then the logged-in user becomes the owner by default

  • When - Select the scheduled date and time for the Activity

  • Where - Optionally select one of the Contact's addresses in cases where the Activity will be taking place at the Contact's premises.

An Activity can only be created when associated with a Contact. Orders and Service Requests are already linked to Contacts; a Lead must be assigned to a Contact before an Activity can be created for it.

The Contact name appears as the related Contact on the Activity.

Once an Activity has been created through an Order, Service Request, or Lead, it will appear on that entity's details page in the form of a card. From there, one can access the particular Activity by selecting the name of the Activity.

All Activities relating to a Contact can also be accessed from the Contact screen > Activity Feed. Select an Activity to view full details.

 

Automation can be configured to automatically create an Activity upon the creation of an Order or Service Request. Refer to the Automations manual for further information.

Editing an Activity

Once an activity has been created, it is possible to edit the various details pertaining to it, with the exception of the Contact to which it's related.

Changing the State

Activities appearing with a Pending state are still open. The following actions affecting the Activity state are available once an Activity has been selected:

  • Complete - The Activity has been fulfilled

  • Cancel - The Activity is no longer required

  • Delete - Remove the Activity (e.g. created by mistake)

Custom Fields

Custom Fields can be used to capture additional information relevant to your line of business. Custom fields appear under the Custom Preferences area on the screen. Refer to the Custom Extensibility manual for further information on Custom Fields.

Events History

Select the Events History option to see the main actions performed against the Activity.

Activity Settings

To configure Activity settings navigate to Settings > Contacts & CRM > Activities.

Activity Types

Define classifications to be assigned to newly created Activities. Provide a name, description and an optional colour. Set the state of the Activity Type to Active to allow its use.

 

Reference Material

You may also find it useful to refer to the following manuals for further reading in relation to Activities.

Contacts

Service Requests

Leads

Orders

Automation

Communications

Custom Fields