Company administrators can define freeform custom fields (data records) and custom tags to associate with customer calls.
Custom fields might be used, for example, to store industry-specific information for particular customers. These fields may be displayed in the Agent Portal for agents to see and/or edit. In addition to standard information (such as name and address), custom fields can be used to identify a customer in a CRM search.
Custom tags that agents can assign to call events as required can also be defined. These custom tags will then be displayed in the Agent Portal (under the contact history for a customer). Agents can also use custom tags as search criteria when looking up CRM records, for example, they may want to see all records associated with a particular product. Custom tags are useful when searching for multiple records.
Configure CRM fields: #
- Click Customers > CRM Configuration on the menu bar. A list of the custom fields is displayed.
- To define a custom field, enter a Name for the field (up to 100 characters). Any unicode characters are allowed, including whitespace and accented letters. The custom field name must be unique within the company.
The name of the custom field is stored in the CRM. - To enable the custom field, tick the Enabled checkbox. The field will be displayed in the Agent Portal for agents to see and/or edit, or use to search on. To disable a custom field, untick the Enabled checkbox.
- To define custom tags, for Events – Custom Tags enter characters and/or digits as appropriate, for example, Product#1. Any unicode characters and digits are allowed, including whitespace and accented letters. The name of the custom tag is stored in the CRM and will be displayed in the Agent Portal for agents to select or use to search on.
- Click Save Changes.
Definitions #
- Field Number: The number of the custom field. Up to 64 custom fields can be defined.
- Enabled: Indicates whether or not the custom field will be displayed in the Agent Portal for agents to see and/or edit, or use to search on.
- Name: The name of the custom field.
- Custom Tags: The custom tags that agents can assign to events. These custom tags are displayed in the Agent Portal (under the contact history for a customer), and can be associated with a customer interaction and/or used as search criteria when looking up CRM records. For example, an agent may want to see all records associated with a particular product. Custom tags are useful when searching for multiple records.