Setting up Interactions
Interaction Templates & Attachments
To open Interaction Templates, click Departments/Sales & Marketing/Setup/Interaction/Interaction Templates.
In the following view, you will find all the pre-configured interaction templates:
- Each template is identified by a code providing you are short explanation on what the template is all about, such as abstracts of meeting, business letters, e-mail, invite for a golf event etc.
- You will see that the templates are linked to an Interaction Group Codes, which you can also configure yourself, such as document, letter, meeting, phone, etc. This means that you can group the interaction templates.
- You can specify a short description for each interaction template.
You will also see a Wizard action. This can be blank, import or open.
Typically, you use wizard to open if you have an attachment included. To see how the attachment looks like, for example, select the Business Letter (BUS) interaction template and click Open under Navigate tab. You can see that the template contains a number of merged fields that come out of the database, such as company information, contact mail address, etc. You can also add more. So you have a nice pre-defined template that everybody is going to use when they are interacting, by using this business letter interaction template. So that causes some kind of standardization within the organization. If there is no attachment, you can also create one, by using the Create action. You can also replace existing attachments by using Copy From action.
If the wizard action is Import, the system will ask you to insert an external document.
- You can also define attached duration and costs.
- You can identify whether this is inbound or outbound and initiated by us or the other party.
NOTE: You can have multiple version of interaction templates which can be language specific as well.
Manually Record Interactions
Let us assume that we would like to create an interaction or record or administer an interaction with A. Gibson”s Law Firm.
Open the A. Gibson”s Law Firm contact card and click on the Create Interaction action, which will open the Create Interaction Wizard.
This wizard helps you to create interactions and record information, by moving to Next pages and then finally Finish the wizard.
Example of using a Wizard:
Let us say, we fill in the following details:
- What is the type of Interaction? = ABSTRACT
- Who is the salesperson responsible? = AH (Anette Hill)
- Describe your interaction = Meeting Today
- Click Next. This is probably an interaction template that is using a wizard to open an attachment.
- When you click Next in this example, an attachment will open up. So you can start filling in the text.
- Save and close the document. Click Yes on the confirmation dialog.
- If you want, you can continue and fill in some more information in the wizard or click Finish.
So this is how you record your interactions manually. Once recorded, you can always look back through all your recorded interactions for your contact.
On the contact card you will see a calculated field depicting the date if the last interaction. You can click on it to see the interaction log entries., form where you can start consulting or checking the interactions.
Or, from the contact card you can also, click on Interaction Log Entries on the Navigate tab to do the same.
On the Interaction Log Entries page, you can select the relevant record and click Show for more details.
Automatically Record Interactions
Automatic recording of interactions shows the full integration of ERP with Relationship Management. With the help of this seamless integration Salespeople can actually see all the relevant information of contact from one place in Microsoft Dynamics NAV and this really means all interactions like quotes, order, invoices and reminders. So salespeople can find all information in one environment rather than navigating around other modules.
Interaction Template Setup
First we need to perform some setup, before we can use this feature.
Click Departments/Sales & Marketing/Setup/Interaction/Interaction Template Setup.
This will open the configuration setup related to Interaction Templates.
What we see here is that we have Sales, Purchases and Service. So for these domains in our ERP we can configure the system to automatically keep track of certain interactions.
For example, for Sales we can say that each time an invoice is created, or a credit memo or an order confirmation of a statement or a reminder, that in each of these cases, an interaction for the contact that is synchronized with the customer, for instance, will be created.
You can specify Interaction template for each case. You will notice that the interaction templates specified for automatic recording, do not have Wizard Action and Attachments.
Viewing the Recorded Interactions
You can select a contact, for example Beef House in this case, and navigate to Interaction Log Entries from the contact list page.
Here you will see a number of interactions that were created automatically for a particular contact. You can click on Show to see more details.
So salespeople do not need to move to customers and to look to all the posted documents and in historical folders and so on, but can rather access all the information from one place.
Let us assume that the company Beef House has called and we would like to register this call as an interaction.
So we go ahead, select the contact and click Create Interact. We register this as an incoming call.
However, let us say, while working on it something intervenes and we need to close this wizard. When we try to close the wizard, NAV asks us if we would like to finish this interaction later?
As soon as we click Yes, Nav will record that as a postponed interaction. So later we can, navigate to Postponed Interactions and Resume the process to start working on it again or Delete it, if we do not need t anymore.