Adobe Community : Unanswered Discussions - Customer Database (CRM)

File attachments on orders

forums_noreply@adobe.com — Fri, 24 Oct 2014 02:01:02 GMT

I would like to build an xml file from an order and attach it to that order in the CRM.

Just putting a few feelers out to see if it is worth pursuing. Does anyone know if this is possible?

Customer Reports by orders and state

forums_noreply@adobe.com — Sat, 27 Sep 2014 20:03:52 GMT

Hi all, I don't think this can done, but I would have thought it a basic function of the reports system. I want a report of customers who have spent >$500 who's (delivery) address is in a particular postcode - or even state would be fine. Or even something simpler like trying to find that order from 2 weeks ago that was sent to that particular postcode.?

Custom Reports-Customers and Orders-select criteria (incl shipping address)-Filter criteria-and voila, this where we come to a halt.

Lots of limited use fields here really....eg Country, Order owned by, .....but no state or postcode.

What is a girl to do?

Hey Guys, I had a CRM Form under the "Extend CRM Module" that was inadvertently removed.

forums_noreply@adobe.com — Thu, 25 Sep 2014 11:50:29 GMT

Hey Guys, I had a CRM Form under the "Extend CRM Module" named "Personal Details" that was inadvertently removed.

Is there an easy way to recover that? I'm not sure it was in use anywhere but would like to restore it regardless if possible.

I've manually re-added it but have no idea what field were in the form.

Thank you,

Luke

Synching BC's CRM data with external CRM

forums_noreply@adobe.com — Tue, 23 Sep 2014 13:13:47 GMT

We're considering BC for our small business. Have created a test account and spent hours on a test drive. But we haven't been able to answer one question: If we use the CRM module to gather customer data, Is there a way to set up an automatic sync with the home-grown enterprise system we're building for our family of companies? BC offers some documentation on its API. But has anyone successfully created a method to export/import data via the API? If so, how difficult was it?

CRM Activity Report

forums_noreply@adobe.com — Tue, 16 Sep 2014 23:05:53 GMT

I need a report in BC to show all the contacts in the CRM with name, contact information, company name and a list of their activity (opened email, clicked on link, etc). There is a list of the Activity in the Activity tab under each contact but I am unable to run a report with the information. I realize that there is no set Custom form with Activity (they forgot to ask sales and marketing what they really need on these report).

The only alternative I know is to download the entire database which should include the Activity -- but I don't see a way to do that.

WHY would they not include this report as standard? It is much more valuable to a sales and marketing team than some of the other goofy reports. We want our sales staff to reach out to be able to rate and score each contact based on their level of activity and then have sales follow-up. For example if someone opened an email campaign 10 times in two days and click the same link 4 times, they would make an excellent prospect to follow-up with a phone call. But it's pretty hard to make this happen without a report.

Any ideas?

update CustomerType field upon registration

forums_noreply@adobe.com — Fri, 22 Aug 2014 15:55:14 GMT

I have a number of different forms by which a user can create a CRM customer record. Essentially, we want to mark users as being a customer or a partner (partners get a different secure zone). Depending on which form they use to sign up I would like to pre-populate the Customer type field on the CRM customer record.

I initially thought that this would be an easy job of dropping the customer field on the web form as a hidden field with a default value. However I haven't been able to find a way of adding the CustomerType field to a web form. We do not want to have to amend these all manually from the admin console.

How do others manage this process, I feel like I am looking at it in the wrong way.

thanks.

i have two forms. i need redirect to second form after succeed first form.how can i do that in business catalyst

forums_noreply@adobe.com — Mon, 18 Aug 2014 16:49:41 GMT

i have two forms. i need redirect to second form after succeed first form.how can i do that in business catalyst

CRM - MERGE RECORDS

forums_noreply@adobe.com — Thu, 07 Aug 2014 05:27:42 GMT

Hello, we have one customer that has used two different emails to login the a secure zone and therefore created two customer records. How can we merge the two records into just one without losing any of the cases that have been made.

I want a "request for service" form I would like the form user to be able to indicate which Prior order the request relates

forums_noreply@adobe.com — Fri, 25 Jul 2014 05:33:47 GMT

Our E-commerce site sells furniture and as such we will have customer service claims or reports filed, all sales are made through a secure zone as are any service requests.. I would like the customer to be able to choose which of their past orders the claim relates to and which product code from the existing product listing it relates to.. any ideas on how I can go about this??

Many thanks Sara

Set BC to error out if account exists

forums_noreply@adobe.com — Fri, 04 Jul 2014 02:02:49 GMT

When I "create an account" and enter details, IF the email is already in the system, I get NO error and NOTHING happens.

Is there a way to set the system to warn a user that an account already exists to avoid confusion?

How can I get SMS Text Messaging on my BC so I can send alerts to customers in the CRM? Are there any recommended Third Party services?

forums_noreply@adobe.com — Mon, 30 Jun 2014 22:21:04 GMT

I have a client that teaches classes. Each class has its own mailing list. In the event of a canceled class, the client would like to send out SMS Text messages.

Creating database for MUSE website using Business Catalyst.

forums_noreply@adobe.com — Tue, 27 May 2014 19:30:56 GMT

We are building a membership site using Adobe MUSE. We are also using Business Catalyst to build the CRM customer database. We are using this as an alternative to MySQL since there is no direct connection between MySQL and MUSE. The only work around we know is to export the MUSE website to HTML. Import that HTML into Adobe DREAMWEAVER and the build the connections that way. This is time consuming and prone to errors as this does not create a flow in both system and data manipulation design.

We would like so home in creating, maintaining and performing searching on the database we create in Business Catalyst.

Can you extract the CRM info in the form of an .csv file??

forums_noreply@adobe.com — Mon, 12 May 2014 19:28:55 GMT

I'm populating the additional fields for the customers, and need to export this inform for groups of people can this be done??

-KD

Send form data to Company data entry instead of Customer data entry

forums_noreply@adobe.com — Wed, 23 Apr 2014 20:47:58 GMT

I have extended my CRM and I want the fields I have added to be appended to "Companies". When I create a web form with these extended fields and embed it on my website, the input is submited but is recorded for a Company data entry, but all my custom field inputs just get lost. Now, if I do the same thing with a "Customer" data entry (extend my CRM, create web form, embed it, and test), the inputs for the custom fields I have added are recorded to that entry. Why doesn't this work the same way for Companies? Is there something I can do to fix this problem? Please advise.

Thanks,

Alex

In an Export of the CRM Order list, can I get more data exported in some way?

forums_noreply@adobe.com — Sat, 19 Apr 2014 19:10:41 GMT

If I want to export an Order list, is there any way to actually export additional order data fields? For example, if I want the products on each order exported also, or the customer telephone number, is there anyway to accomplish that?

Form results to Company instead of Case

forums_noreply@adobe.com — Sun, 16 Mar 2014 10:32:01 GMT

I need to send the results of a company info form to the company data in CRM. I have been able to do this with Customer data by appending &ECRM=1 How do I do it with Company data? Can I send the information to two both Company and Customer at the same time?

Here is the form http://www.mammothmotorsports.com/customer_details

Secure zones with multiple passwords

forums_noreply@adobe.com — Tue, 11 Mar 2014 14:39:19 GMT

To many of you experts out there this may be a rather dumb question but I am just trying to get the answer verified before I go back to my client with the information. I have a client that wants to have a portion of his site set up as a secure zone "for members only". He wants each member to use their email as their ID but be able to set their own unique password rather than everyone sharing a single password. Can this be done in BC? If so, how?

These members will not be administators of any kind, just customers with access to this secure area. (It might be a blog or news section of some kind, they have not been very clear about that as yet. I just need to know so I don't want to over-promise anything with BC.

Thanks in advance for your help

Kevin

Is it possible to auto-populate a customers address from the CRM record?

forums_noreply@adobe.com — Wed, 26 Feb 2014 15:57:31 GMT

Is there any way to have a customer's address from the CRM auto-populate when manually creating an order? My client inputs many phone orders every day and despite the address already set up in their CRM records, they have to type in the address EVERY time, which gets old. Is there a way for the Invoice to pull the address from the establised CRM record? I already have the invoice set up to pull the address, but if the new order address section is left blank, it's blank on the invoice as well.

Thanks!

Customer Service Ticketing not recording emails?

forums_noreply@adobe.com — Wed, 19 Feb 2014 23:45:35 GMT

Hi,

I set up an account to test the CST system. Everything worked great except new email replies aren't recorded in the messages area in the case. Is this normal? My understanding is that the whole point of ticketing is to have the whole conversation available in the system. Is this not part of the feature, or did I miss something somewhere?

Thanks,

Jeff

Can you edit CRM records with {Tag_edit}

forums_noreply@adobe.com — Tue, 04 Feb 2014 22:11:36 GMT

Hi,

I 'm wondering if I can edit my records with {tag_edit)

I can edit the web apps , but when I include the {module_firstname} and edit it. It wont edit the record in CRM.

So I wonder if there is way to do it?

I don't think it will be through web app.

What I'm aiming for is that web user can edit their own information throught a secure zone.

For example. I have created website , with back end. Custom back end. Once the user is registered. He can alter the details.

With out loggin in to admin panel and edit the record in CRM.

Any suggestions would be appreciated.

Thanks

Kind Regards

Jiri

CRM Resources

forums_noreply@adobe.com — Tue, 04 Feb 2014 17:40:49 GMT

Hi,

I am relatively new to BC and have been trying to get my head around the CRM feature, in particular the use of customer vs company or customer and company.

I have looked through a number of resources online and can see how these records are created, relationships created etc, however, am still not clear on the best approach.

Often you will deal with a person (customer) who may be an owner of one or more companies.

When recording tasks, opportunities etc sometimes these may relate specifically to the customer whereas on other occasions it may be more appropriate to be recorded under the company (this may become important if the business were sold and you continue to work with the new owner - if all records for the company were linked to the previous owner the history would be lost)

I have a number of other areas where I am not clear exactly clear how all records are neatly tied together e.g multiple contacts from one company etc.

As mentioned I have looked at a number of tutorials online but nothing I have found covers the link between customer/company records particularly well (apart from that a relationship can be created - which I have done on a test). If anyone knows of other resources that would be useful that would be much appreciated.

Thanks,

Mark

How many customer records will Business Catalyst CRM hold? Thank you!

forums_noreply@adobe.com — Thu, 23 Jan 2014 21:14:20 GMT

How many customer records will Business Catalyst CRM hold? Thank you!

Customer cases detailed layout no option to wrap in a different template

forums_noreply@adobe.com — Tue, 17 Dec 2013 05:14:48 GMT

I just realised that there are a lot of module template layouts which cannot have specific page wrapping templates applied to them. They can only use the default template. e.g is the Customer Cases Layout - detail layout. Typically this layout would be in a secure zone which more than likely would require a different wrapping template to be applied. So the only option is to make my default template the one I use in the secure zone so it wraps on those layouts, and then create another template and reassign it to all my other general pages content + sysytem messages etc... hmmm.. so many bits to cover

Major CRM Import Issues

forums_noreply@adobe.com — Thu, 28 Nov 2013 15:12:25 GMT

I have been having problems with importing our crm database.. we have quite alot of customers - thousands of them.

We need to have our extended CRM custom fields recorded against the company details and not on individual contacts, as we have several depots for each company.

Can someone please help me with this as we have been told incorrect and inconsistant information by Adobe BC Live Chat that YES we can import the custom fields on the company details and NO we can only have it on the individual contacts details and NO again because we are not paying for the higher plan - which makes no sense and this has been doing on for THREE weeks, my boss is VERY angry about this!

Keeps saying 'Secure Zone Access Denied' when I try to log in

forums_noreply@adobe.com — Mon, 04 Nov 2013 21:10:01 GMT

I'm try to test out my new site. I made an account to log in but when I log in it just says,

"Secure Zone Access Denied"

What's wrong? It let me log in as a user for a while but after a few minute this happened and now I cannot log in as a user at all....

Missing Order records

forums_noreply@adobe.com — Mon, 07 Oct 2013 09:56:04 GMT

Client is missing order details on the CRM system following succesful online purchases.

In the first instance, an order was placed for two items. Order was created successfully, one item was dispatched immediately and when the second was available, the order details were missing. Could still process the deilvery based on the original emails generated.

In second instance, on 4th Oct 2013, an order was placed, payment emails and workflow notifications were received but no order was set up. Again payment emails received and workflow notifications were received, but no details of order on system. This customer has ordered before and these orders can be seen.

Any ideas as to why these orders have gone missing?

Jim

Reporting on the Activity Tab - Live Feeds, Notes, Tasks etc

forums_noreply@adobe.com — Wed, 25 Sep 2013 12:51:15 GMT

I would really like to be able to report on the customer information within the 'Activity' Tab in the CRM. In particular I make notes on who I speak to and what they said and I want to be able to report on this information so I can access it quickly by customer type/lead type.

Does anyone have any idea how this can be done. I understand it is not something available at the moment but can anyone suggest how I can make this happen.

I would also love to be able to see more information in the 'Notes' section under the Activity tab - is there any way the information I enter can be seen across the page (it only allows a few words and then it cuts off - you can only see the full note if you click on it, but this takes too much time as I want to be able to see it at a glance.)

Can anyone help?

thanks!

Segregate CRM to different salesman

forums_noreply@adobe.com — Tue, 10 Sep 2013 07:58:50 GMT

100% sure this can't be done in BC, but here goes....

Is there any way to segregate the CRM to say 5 different salesmen? i.e each admin user (salesman) who logs in can only get access to their contacts,

and see only the details of their assigned cases / customer records..

Any ideas welcome....

use custom CRM fields in Marketing emails ?

forums_noreply@adobe.com — Wed, 04 Sep 2013 19:36:59 GMT

Hi I want to include custom fields in email marketing campaigns

Tried finding a solution and saw a post from 2011 that talked about it not being possible - is it now ?

If not is it coming in the development schedule

Change CST Subject Line when escalating case?

forums_noreply@adobe.com — Fri, 09 Aug 2013 18:47:33 GMT

Hi BC'ers,

Just wondering if anyone knows a method of changing the BC subject line when escalating a case. Right now, the second level support is also being copied (not replying) to first level emails, but wishes to also receive second level escalated cases. The problem is that they're being missed, because she doesn't know which are escalated.

Any way to mark an escalated case?

Updating Customer Relationships via Webform/API

forums_noreply@adobe.com — Thu, 01 Aug 2013 01:53:19 GMT

Hi all,

Just throwing it out there to see if anyone has any info on the following:

I am building a Customer Management System for a site which utilises the BC CRM API to allow central "Management Users" the ability to edit other CRM Customers within the site and am having some trouble with the Customer/Company Relationships area when dealing with multiple relationships.

When new company/relationship are added to an existing Customer's CRM record (using either a webform or the CRM API) the Company itself will be created and attached as a relationship correctly however it will not be recognized as the Customer's main "Company" (i.e. the data that is output when using {module_company}), rather it is appending the relationship to the bottom of the list.

Has anyone else faced anything similar to this situation and found a way to recognize the new Company/Relationship as the Customer's {module_company} data?

Workflow for Update your Contact details form

forums_noreply@adobe.com — Tue, 16 Jul 2013 03:58:12 GMT

I am trying to find a way to have a workflow event when an Update your Details form (Site module) is submitted. I would like to be able to send details of the form to a third party similar to what can be done with a web form when it is submitted. ie when the web form is submitted a workflow is generated which includes the info submitted on the web form.

Please advise.

CST - escalated support role replacing 1st level only when needed?

forums_noreply@adobe.com — Thu, 27 Jun 2013 18:30:56 GMT

Hi,

I'm setting up a CST system with one 1st level CSR and 2 in the escalated role.

Per the CST doc in the KB here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html, you can't have the same person in both levels. But I want to set it up so that the person in level two can uncheck herself from that level and check herself as available in level 1 when the designated CSR is away.

Will this cause problems?

Secondary Emails?

forums_noreply@adobe.com — Wed, 26 Jun 2013 16:25:14 GMT

I've noticed that the email field is labeled as Email 1 (Primary), but I can't seem to find a default Secondary email.

I can implement it with the extended CRM, but am I missing something here?

Is there already a secondary email implemented?

Any help appreciated.

Cheers

Andrew,

What is the "registration" field for?

forums_noreply@adobe.com — Sun, 23 Jun 2013 19:46:47 GMT

When filling out a company contact, there is a field named [registration]. what is that intended for? Where will it come into play? In the eCommerce module?

CST - always include an email address in notifications?

forums_noreply@adobe.com — Fri, 21 Jun 2013 15:22:43 GMT

Hi,

I'm currently setting up CST for a business that wants certain members of their support team to always receive a notification whenever there is a customer inquiry. They won't necessarily respond, but they want a notification.

I realize this can be done by launching a workflow, but the problem is that this clashes with their requirement for CSRs to always be able to view the entire support thread. Launching workflows limits the visibility of this in replies, unless they log onto the CRM for each reply (too cumbersome).

Is there any foreseeable way to do this AND assign cases randomy/least load? I've noted the BCC field for responses, but I'd ideally like it for incoming cases as well.

Updating the CRM profile via Webpage.

forums_noreply@adobe.com — Wed, 12 Jun 2013 20:07:48 GMT

Hi All,

Any help?

I have a Member profile update page. My client asked me if after updating their member profile it needs to have a Member Update Notification through their email addresses.

I have tested updating a member profile, it successfully updated the profile but I haven't receive any notifications through my email that I have updated it.

The action for the member profile update is just "/MemberProcess.aspx".

Is there any way I can achieve this to notify a member once he/she updated the member profile through their email address ?

Thanks,

What is the use of the Blacklist & delete in the CRM case bulkaction

forums_noreply@adobe.com — Mon, 27 May 2013 13:38:39 GMT

I have the same spammer coming back with the same email address, this option seem of no use. Does it blacklist IP address, email?

Connecting CRM Workflows

forums_noreply@adobe.com — Wed, 08 May 2013 21:33:21 GMT

Does anyone know if you can link Workflows together? For example the final step in Workflow #1 requires approval. When approval is received it triggers Workflow #2.

Cant see customer in the CRM customer page

forums_noreply@adobe.com — Thu, 02 May 2013 03:49:43 GMT

I have opened a ticket, but its more than 3 weeks now and I need a fix. Client is getting nervous.

I'm transfering 15 000 customer into my BC site. I can search and do everything as usual but for some reason, when I get into the customer page, I get an endless spinning disc. I waited for almost an hour and nothing came out.

Anyone as experience this?

Regards,

M.Adey

Extending 'Description' field in customer orders

forums_noreply@adobe.com — Mon, 29 Apr 2013 00:08:14 GMT

When I go to view an order made through the site, the description field is clipped to 'order_name;Border A;Black' which are the first 2 of 4 attributes I need to see. Only upon printing the invoice do I see the full order detail (order_name;Border A;Black;ARIAL;Gold). Is there a way to extend this field's length, or stop it being clipped at the second attribute?

Is there any way to find out what the Ext Id is that is assigned to CRM records

forums_noreply@adobe.com — Sun, 28 Apr 2013 07:47:57 GMT

Whilst there is a lot of confusion as to when and where you use this field and what is the unique record key for some, I have understood that however what I am wanting to find is excatly what is the external ID that was assigned to the CRM record when it was first imported. I can't find any report or other means for getting this info and without it I can't re-import record updates.

A method for resolving the issues with CRM updates would simply be if the CRM module provided the following

An export facility as in the Web Apps and Products to simply export the full record with all fields in the same order as required for import
The ability to attach to that export a slected extended CRM layout
That he export record also included as the first field the BC CRM ID (this is the one thing we know to be unique no matter what)

With the above and changes to the import to reference the CRM ID (for existing records) we would indeed be able to apply email address updates to existing records via batch import.

This seems to be a rather obviuous and simple solution unless I am overlooking something. At present the CRM export / import functions are a serious weakness for large database updates and not having the ability to also import bulk deletes is a major drawback on our ability to maintain and manage the CRM integrity. As it stands, if you have been hit by spammers and have hundreds or thousands of delinquent entries in yoru CRM then you have no choice but to leave them in place and if you used a form that by default subscribes them to your mail list - I gave up on that.

My last comment relates to the data pass that is done as part of the import - is it not possible to report on all records that will fail to be imported instead of one at a time? If you want to reduce the load on teh system having a single pass to list all errors and list this so you can read it before the error message fades before your eyes would not be an unreasoonable request. I loath facing imports for this very reason.

Please BC - when are you going to get around to correcting this major shortcoming in a critical aspect of the solutions we deliver.

Greg

Duplicate customers in CRM

forums_noreply@adobe.com — Wed, 24 Apr 2013 01:48:13 GMT

I often have 1 customer with multiple customer numbers/entries. Is it possible to merge all this information to one entry? Eg. Customer makes a query or signs up for newsletter. Then becomes a member of the website with username and password. I would like the customer to be able to view all previous correspondance in their member account.

Thanks

Enhancing CRM Import to enable deletion of Contacts

forums_noreply@adobe.com — Thu, 18 Apr 2013 23:26:50 GMT

Apart from the number of requests to have a CRM export option that exports all the data in the same format as the import template which is kind of a pretty basic requirement long overdue, a constant issue I face is the fact that unlike the Products import function, there is no ability to actually import a list of CRM records you wish to DELETE.

In view of the fact that you may have thousands of unwanted spam entries in yru CRM, cleaning up the CRM is a nightmare for any decent sized client.

We don't seem to hear any news on what enhancements are being considered or when they can be expected on the CRM and the lack of functionality around the export and import features must be an issue for so many.

Are there any plans around such updates?

Company Entity & Rights

forums_noreply@adobe.com — Fri, 12 Apr 2013 09:35:43 GMT

When a user registers it creates 2 customers the individual and the company.

Question:

If I open a company entity record it appears that it can have cases and orders associated with it and can have secure zone access. Does this mean that following:

Users/Customers with a relationship with the company inherit the secure zone access?
User/Customer orders and cases show up under the Company entity? This doesn't happen for me...

Issue 1

I am trying to figure out a way for a large company with many employees to pay for secure zone access once. Also want the company to be able to review order/case history for all employees from company

Issue 2

When a user registers and fills out the custom CRM fields which are applied to both contacts and company entities the data only shows up under the contact entity and not the company entitiy. Is this by design?

Is it possible to mirror the BC database on a different server?

forums_noreply@adobe.com — Tue, 09 Apr 2013 11:16:43 GMT

Hi there

This may sound like a strange question.

I am working with a client in Italy to build a contest website. The rules in Italy state that the participant data must be held on a server in Italy - Alternatively if the data is held on a server outside of Italy they permit us to "mirror" the database on a server in Italy.

We are hsoting the BC website in the European data centre which is hosted in Dublin, Ireland.

Have you any suggestions on how I could mirror the database on a differnet (non BC) server?

All suggestions . comments are most welcome.

Thanks

Cormac

Can "Customer Type" be set automatically with webform submission?

forums_noreply@adobe.com — Mon, 04 Mar 2013 22:47:50 GMT

Is there a way to set the "Customer Type" automatically once a customer submits a webform?

For example, in a site for a High School I have a webform for parents to sign up and register and another one for students. Once they complete the forms they are all listed as Customers (CRM), but "Customer Type" is blank. I've been looking but haven't been able to find a way for "Customer Type" to be set to "Parent" or "Student" depending on which form they filled out. Is this possible?

There is no 'Position' field on the advanced Customer Import template - how do i add this?

forums_noreply@adobe.com — Mon, 25 Feb 2013 01:28:04 GMT

Hi All ,

I'm sure im not the first one to encounter this issue but i dont see another question similar .

My client would like to also add the customer's 'Position' to the CRM record when they upload the spreadsheet. IE Bob Smith, Managing Director....

There is no column for 'Position' - How would you suggest going about doing this?

Thanks .

Can I validate a value in the CRM upon submission of a registration form?

forums_noreply@adobe.com — Fri, 22 Feb 2013 17:05:24 GMT

Hi,

I have a registration form that needs to validate a specific serial number and email domain to give a user access to a secure zone upon submission.

The validation needs to be done on the server side, not through client-side JavaScript.

Is there any way to do this in BC? I've tried many approaches but can't seem to pull the info out of the DB.

I thought of creating companies in the CRM and have the form check against a company (which would have the domain and serial number) but I can't find a way check the CRM

Any thoughts?

Thanks!

Is it possible to show the results of a web form on a page that is NOT a system page?

forums_noreply@adobe.com — Thu, 21 Feb 2013 19:40:52 GMT

Ideally I need to extract two fields (the dollar amount and the invoice #) from the customer order and show it on a webpage. Is there anyway to show results of a web form on a page?