Working with Organizations

Home > Customer Manager > Working with Organizations

Introduction

Manage your customers, your activities with them, associated contact's, notes and documentation.

Features

Activity Stream

The activity stream (timeline) provides the ability to collaborate on all matters relating to the organization. Any user who has access to the organization record will be able to view, post, comment, and follow organisations. Following an organisation will push any updates to their timeline to your News Feed, so you can keep informed in real time about updates to all organizations you are interested in.

As well as manually posting, and commenting, any administrative actions such as adding a member, creating an activity, linking an attachment will be recorded on the organizations timeline.

View the Activity Stream link in the related information section for more information on working with Activity Streams.

Organizations Details

Record the important information about each organization.

By default the fields are organized into logical sections.
Administrators can move fields from one section to another, add custom fields and manage the attributes of existing fields.
Edit organizations details by selecting the Notepad icon in a details section
All changes will be recorded in the organizations timeline, including who performed the action, when and what the value changed from and to.

Contacts

Create and add contact's to the organization using the Person icon in the tool bar.

Complete the mandatory first and last names, and optionally add job role and contact details.
Select More and add additional detail including language preferences (this is important if they will use the customer portal and for viewing content in their native language).

Existing contact's of an organization can be viewed from the Contact's collapsable section.

Primary Contact - Use the Flag icon to mark one contact as a primary contact
Archive - Mark a contact as archived using the Trash can icon
Details - Click on the contact name to open their contact details record.

Service Contracts (Beta)

Create and Manage Service Contracts which the organization has.

Documents

Link Document Manager documents with the organization.

From the Document icon on the tool bar search for the document you want to link

Search by Document Name
Filter search by ticking the Documents i own and or Documents shared with me filters
Further filter the document search by limiting search to a specific document library which you have access to.

All linked documents will be visible in the Documents collapsible section on the organization record

Open a document by selecting the document name
Unlink the document from the organization record by selecting the Trash Can icon next to the document you wish to remove

Requests

Attachments

Add attachments to an organization record via the Paper Clip icon.

Select the files you wish to upload from your file explorer or by dragging and dropping them
Provide a description for the file you want to attach
Select Attach to add the attachment to the organization record

All existing attachments can be viewed in the Attachments collapsible section in the organisations details

Open an attachment by clicking on it's name
Remove an attachment from the organizations record by selecting the Trash Can icon next to the attachment you wish to remove

Activities

Create and manage activities with the organization. This can be useful for setting and getting reminders about next actions, or reviews.

Select the + icon from the Activities section to add a new activity, assign it, set a due date and reminder options
View all Assigned, Completed and Cancelled Activities for the organization from the Activities section

Read more about Activities from the Activities link in the Related Content Section

Members

Add internal users as members to an organisation, this could include adding their Account Manager, Support Manager or any other defined role.

Add a new Member using the + icon from the Members section
Remove a Member from the organization by selecting the Trash Can next to the member you wish to remove from the organization

Administration

Users with the Form Designer role, will be able to add custom fields, hide existing fields, edit their properties, and edit which sections of the organisation record, fields are displayed in. This can achieved by dragging and dropping the fields into the required sections. With the Form Designer role, users will see a Design option to go into edit mode.
Custom Buttons - Create custom buttons on the organisations details. Typical use of organisations custom buttons could be to link to a document (held in Document Manager, or other externally accessible cloud solution)

To create custom button, define the required URL, add in the variable (if required), in the above example possibly a document id held in one of organisations custom fields, give it a title, tooltip, icon and colour