Are you newly in charge of administrating Results CRM for your practice? Here is the second installment to get you a crash course in everything you need to know for a seamless transition. And in case you missed it, you can find the initial Part 1 here


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I'm going to be using the shipping version of Results, which is Results version 17.1. Many of you will receive notifications on Monday, there's an exciting new Results product coming on the market very soon, so you'll get more information on that. We already had done some previous, some of those new system features, but there'll be a lot of information around that.

                In the meantime, let's go ahead and get started with today's Part Two. First, for those of you that were not with us last time, or just as a quick refresher, I'm going to summarize what we covered in Part One of the Administrative class. The whole point of the Administrator within the Results system is this is the person or persons within the organization that are responsible for setting up the system in a way to match the vision of how the product will be used. And more importantly, they're in a role to support the users with making changes to the data or updates to the data with minimal efforts on the users' part. So towards that end, we're going to first summarize what we covered last time.

                In this screen, you would have worked from the Setup menu, and we focused on setting up users. Within the User Security, this is where I'm at right now, User Security, we talked about how you set up users within the system, how you'll set up the different settings for them, what's available. That is item number one, right, so if your users don't have a means of connecting to the system, then there's not going to be much use within the system, so that's the key important aspect. By the way, those videos, if you haven't seen them, are online through the main website. I'll show you where those are shortly, but these are always recorded and available to you.

                So that was item number one. Item number two was a general area where we dealt with Lookup Tables. If you look on the far left-hand side of your screen where you deal with maintaining Lookup Tables, the Lookup Tables basically correspond to the information that's available on your data entry screen to limit and control what your users of the system are able to enter in the system. So for example, when you look at the Lookup Table called Contact Types, what that one's going to end up helping you define is the type of data that you're going to track within the system, in this case Client information, Employee information, Prospect, Vendor information, and these values that are going to be okay to enter there.

                For some companies, for example, instead of just doing Clients Active/Clients Inactive, they might put Client Commercial/Client Residential, and in that case, they're differentiating between one type of an active client and the other. Some others will keep everything simple here with a single Client Active/Inactive and use the Groups to manage that information. So in that case would be another Lookup Table, in this case Groups, in the example I gave. And if you look at something like Client Type, then you'll be able to differentiate between Residential and Commercial. So that's one approach or one strategy. There's multiple ways of doing it, but the point of managing the Lookup Tables is the ability to decide what's valid for your organization, and use that Maintenance screen to enter the valid values, remove the ones you don't want to use, and update them as necessary.

                All of that was covered in Part One. Part Two is going to delve into a little bit more of the day-to-day operations on where you're supporting your users and how you do things for them, so they don't have to do manual steps, or help them stay on top of managing the data in a way that's going to be effective and help you manage a very strong Results system.

                We're going to start first by ... an educated user is going to be your best user, so a quick reminder where there are resources for you to share with all your users. Results' strategy, and AbacusNext's strategy, the company that acquired Results last year, is all about education, and you'll notice that all the videos are available here. If you go to the Help menu, or any of your users go to the Help menu, and if you click on the Online Videos, these used to require a login to get to them. Right now that has been removed, and it's an immediate and direct access to anyone within your company to any of those videos, and there's a significant number of videos up here. I'm going to emphasize, by the way, you'll notice there's like 74 videos, there will be more and more added to those on a regular basis.

                On this section here alone, I'm going to emphasize the six official videos that are there for your training. And of course not all employees work in the same department, but all employees have the same needs from their job description for what they will use the system for, so I'm going to highlight for you some of those videos where you would want to start. Towards the bottom of the page there's one called "Getting Started With The Basics" for Results CRM. Just about everybody can benefit from this video. There's one on the left-hand side, "Selling," that's more for your sales team. The "Customization," this is how you can configure the Results system as a user. So, helpful for some but maybe not for all.

                These are the core portions on the CRM side. On the Business Management side, and Field Service Management side, you have "Services and Project Management," this is this video on the far left-hand side. You have the billing, for those that are going to be responsible for timesheets, time billing, invoicing, then you're dealing with the "Billing, Invoicing and Timesheets" video on the top right corner. And then for those that are using Results Web Mobile or using Field Service Management, then this video on the far left-hand side is going to be most helpful. As I mentioned, there's many others here that you're welcome to use.

                The other thing that I want to bring to your attention is if you go to Contact Results, that now is redirected to the AbacusNext website. If you go there, you can click on this logo in the top left corner. One of the areas that you're going to find a lot of helpful content is if you click on More up here, you're going to see there are webinars. It's the menu option on the top left corner. When you go to the webinars, first you want to look at ... Abacus is a very large company, and part of the growth strategy isn't just the APC, which is Abacus Private Cloud, the technology of the service model, but there's also a lot of big focus on professional services, organization, and there's quite a few products in there.

                So what you would want to limit the search to is "Results CRM" from this dropdown. Once you do that, then you're going to basically see effectively everything in there. You're going to see invites for ... like today's hasn't been loaded yet so there's no videos there, but you can register that way, and then once the video's loaded then you'll be able to get the previous versions of those up there. So the Part One for example, Past Webinars, you'll see it there, "Essential Training," so for those of you that missed Part One that's for you to get the full video and other videos for previous session and ongoing sessions.

                Another area that might be helpful, I'm just going to mention to you real quick, there's a blog section, and the blog has a rich set of content that's always getting updated, so you might also want to look there for additional content to share across your office.

                Alright, let's get into the additional administrative tools that are part of Results. The main thing that the Administrator ends up needing to help users with is that, you know, time is money, and you don't want to have your staff do manual mundane things if you're able to help them address those in an automated fashion and be able to do updated data for them with minimal effort. An example of that: the most typical things that we hear is that a salesperson left and we need to reassign their account or their data to another person. So an example like that, what you will do is you will go to the column- I'm sorry by the way if I'm going too fast, I went to Contacts, because this request for the Administrator to help out with is I need to reassign this portfolio from one sales rep to another.

                I'm going to give a couple more examples, but let's start with that. In this case you're talking about Contact data, so what I did is I went to the Contacts menu, went to Manage Data, and now you've got the full Data Management Center with every record unfiltered in the system. I scrolled over to whatever my sales rep field is, and let's say the person no longer with us is Dimitri, so I started typing the name "Dimitri" within the search area, and the system brought down for me the ... in this sample, there was only three but this could be thirty, this could be three hundred, this could be three thousand, all depends on your data and how much data you have in there.

                The process, then, to do a mass update of this information from Dimitri to the person replacing Dimitri, is you'll select all records. How do you do that? See this check mark? Well, first, you could have selected them one at a time, there's only three of them, but a better process or better training is to select this checkbox, which will select every single record in the list regardless of how many there are. At that point, what you would do is you would look for a button called "Mass Update." Mass Update means whatever records have been selected, whether on this page or multiple pages, are the ones that are going to be updated based on whatever I tell it to update it to.

                But first I want to emphasize a couple of things: what the system does for you is confirms the understanding of these are the records affected. This was an easy example because you could see them on the screen, but sometimes you make a selection of a few records here, a few records there, that you might have to scroll up and down to get them, so this summary listing of the actual records that are going to be impacted is very helpful to confirm exactly which records are going to be changed.

                If you look at the area of the Mass Update, there are three areas you're able to add them to search in groups. I'm going to show you that in a minute, ability to add activities, that's more for sales processing and client services follow-up. In this example, we're changing the sales rep, so on this screen there's a number of fields that you can update. I'm going to go to the Sales Rep and I'm going to change them from Dimitri, we're going to assign them to Kathy. I selected the updated value of what those records are going to be updated to, I'm going to click on the "Update All," I'm going to click on "Yes," and that's your final confirmation, this is the most ... by the way, let you know there's no "undo" on this one. You have to be careful, and that's why we give you the listing, so ... and by the way, this feature of Mass Update, by default, is turned off for all users, unless you're an Administrator or you specifically checked off the box on the user record for a person to have access to this feature.

                That's how this works, and by the way, the reason there's no more records displaying up here is because the search criteria of Dimitri that are still here are no longer ... there are no longer any records for Dimitri, so if I clear out that search and I look for Kathy, you'll find that the same records that were assigned to Dimitri before are now with Kathy.

                Let me emphasize the point I made before about this Mass Update: this Mass Update is one of those very powerful features so it can be the quickest data ... quickest way for you to fix your data, or the quickest way to destroy your data if you don't know what you're doing. So you'll notice that by default, we don't give that feature to anyone. See how "Allow Access to Mass Update" is unchecked typically for all users, unless in this case Mary is an Administrator. I'm logged in as Mary right now, and so she has that feature available to her.

                Let's take another example: we also want to put those three records and add them to a certain group. Actually, let's ... don't want to confuse the applicability of this. Let's say we're going to take the examples slightly differently. This is your client list, you're going to take those records, this record, this record, this record, I'm going to scroll down here, select one, two, scroll down, select one more. I selected a bunch of records, and I know that these records need to be added to my residential client accounts. So I do a Mass Update, but in this case I'm not really adding a value or changing a value on the record. I'm adding them to a group, so I go to the second tab, I click on the dropdown, and in this case, I'm going to select from the list of available options.

                My ability to designate these accounts ... and by the way, notice how this time the list of selected records, the six of them, is much more helpful, because you only can see one of them on the screen. The others were on the previous screen, and this is just confirming that we're on the same page regarding which records will be impacted when you go in here and select that option and say "Add to Group." I click "Yes," click "Ok" ... and by the way, this is the same method you would use for deleting a group or adding a group. In this case, all of those records were also added to that group.

                So that's the main functionality of the Mass Update. I'm going to do one other trick around the Administrator point of view of working with data. Sometimes there are searches that are extremely complex, and there are no ways for us to do them automatically for you within the system. The workaround to that is to create a temporary group that is a "throw-away" group, and what you will do is you will use the same trick that we used right now with the Mass Update. You do a certain search, whatever that search is, and then you throw those records into that group. Then you do another search, and you throw them also in that group, and you do a third search, and you exclude them from that group.

                Let me walk you through that, because this is one of the really powerful things to do when there's just simply no way to put what you're trying to do in a single search. Let's come up with something crazy. I want to send a mailing to anyone that's a client in the state of Virginia. That's straightforward, you could do it with your eyes closed, you don't need any special handling. You also want to add to that any vendors, for whatever reason. That gets a little bit trickier in how you do that search there. And let's say you want to exclude from that anybody that owes you money, you're just not going to invite them to that event, whatever you're doing with that event, so you want to exclude from that list.

                Here's what we're going to do: we're going to then, as Administrator ... only Administrators, by the way, have access, or Managers and Administrators, have access to those maintaining Lookup Tables up here. What I'm going to do, is I'm going to first, as an Administrator, go to the Groups area, and I'm going to add a group, and I'm going to refer to this as a temporary group. We're just going to call it "Crazy Events." Typically, these are things that you would know that they're there. You're going to throw them out later on, because they're a temporary used to create this tagging mechanism for those multi-search criteria, as well as including and excluding at the same time.

                This is going to be "Temp group used for March 1 2018 event - remove later." We're going to call this under the temp group ... you might have multiple of those, they're just tags and markers, but you're just going to use the Mass Update functionality to get this job done, because there is no way to do it any other way within a system like Results, or any other system for that matter. I mean, there are searches, there's just no way you can encapsulate them into a single filter criteria.

                Let's do the first one. The first one was, state is Virginia. I could do this from the columns, I'm just trying to teach you different tricks or different approaches, so I'm going to go to the standard search, I'm going to type "VA" here, and I'm going to go for the Contact Type to be "Active Clients." I'm going to click "Apply." We got eight records. I'm going to select them all, and I'm going to throw them into that group. And how do you do that Mass Update? You're going to go to the "Add Select", you're going to click on this one, and you're going to look for that "temp crazy" thing, and you're going to select it, and you're going to add into it.

                At this point, we have those records in there. Just to keep things simple, I'm go to open up a totally different area. This is another ... in Results, you can manage as many open areas as you want without affecting or impacting anything. I'm just keeping this part so we can always reference the eight records that were there.

                I'm going to go to another area, and in this case I'm going to use a different way of searching for vendors. We decided that all vendors are going to be invited, so I search for vendors, let's say "Active," and 41 of them. We're going to select them all, and we're going to do a Mass Update, and we're going to throw them into the same bucket. So those of you that are good with math know that we already have 49 records into this group. You know what they say in technology, "Trust but verify." So let's go to a totally different area, let's just do a quick sanity check. I'm going to open up an area, I'm going to search by groups, and I'm going to search for anything under "Temp Group" that is part of this March 1 event. Select "Search," and 49 records were found. No surprises there, we found eight here, we found 41 here, that ends up with 49 records that are part of the group.

                Now what we promised ourselves we were going to do is penalize anybody that owes us money. Just a crazy example. We're going to go here now, and we're going to find anyone that has a balance due for us that is more than zero. We're going to click on "Manage," we're going to go to the "Advanced Search" because this is a special filter, and we're going to go ... actually, I have a filter like that already in the system, but I'm going to build one for you right now so you can see it. This is building and maintaining an Advanced Search. You see all the fields that are available to you, every field in Results is searchable in Results, so in this case we're going to scroll down until we get to the "Balance Due" field, which is Paid, History, "Total Balance Due," you see this one, "Total Balance Due"? Double-click on it, that puts it on the right side, double-click on that and say, "I want anything that is greater than zero."

                We'll give it name, "Owe Us Money." We didn't say they were past due or anything like that, we just said that they owe us money right now, that's all we were looking for. We can go back now and click on the dropdown. We're going to find out from the list up here, the "Owe Us Money," click "Apply." There are 54 records in here, so here's what you do. By the way, notice they don't all have to be in the 49 list. All we're saying is that anybody in the 49 list that owes us money, which would have been a maximum of eight anyway, is going to be thrown out of this list. We're going to go to the Mass Update, which is up here. We're going to go to the temporary list, and we're going to throw them out of there. We're going to select it and delete from the group. Anybody on this 54 list that's already on that list is going to be removed from that list. That's it, we're done.

                Now if we go and do one more search, because I actually don't even know the answer myself, because I don't know how many of those eight that were clients actually owe us money. What we're going to do is go to the temp group, search by that group, and select, and the answer is 44 now. So basically, five of the eight owed us money. You'll notice that this temporary group now reflects a representation of 44. You remember what we said before, "Trust but verify"? How can I prove to you that from those eight, five owed us money? Well, let's check. You click on "Open," you go to the "Finances" tab, remember the "Finances" tab that shows you the summary of how much people owe you? I'm just going to click from one record to another. That's two of them, that's three, that's four, that's ... not that one, there's five. Ta-da!

                Proven to be working correctly, just a trick to be aware of. No one else can do this in a single search what I just did, because there was a series of criteria, and you had to walk through the logic of creating that temporary bucket that you control, and you threw things in it and removed things from it to get the job done.

                Alright, the next thing that you do as Administrator is people come to you and say, "I need to find duplicates in my system." Let's go again and open up another DMC, and if you look at "Find Duplicates," which is a button up here on your toolbar, click on the dropdown, you're going to have multiple ways of searching. Now, those of you that have dealt with searching for duplicates know that it's really an art, not a science, because there's multiple ways. Sometimes you have a situation where somebody guessed on the name incorrectly when they took the phone order, so they entered the name with the different spelling than their real name, so that's why they couldn't find it. Sometimes you have a situation where you have a company name and an address, and in another case you have a person's name and address, but you're not going to find the duplicates because you don't have the company on both records and the name on both records. Those kind of different examples.

                Let's start and look at different scenarios. You go and say, "Okay, I'm going to try one thing, I'm going to find out any records that have identical company names." There they are, there's a set of them, and you can decide if this is truly a duplicate and you can delete them, one of them or the other. There's ways of dealing with that. I'm going to leave that alone.

                We're going to open up another area, "Find Duplicates." This time, I'm going to look by first name and last name. We found eight total, and these four plain duplicates, no question about it, something that we can take action on. Let's go and do one more. If you do "Find Duplicates" and you search for "Phonetic Search" on first and last name ... this is a very powerful feature unique to Results. We haven't seen phonetic searching, especially on duplicate records, in any other CRM out there. When you do a search like this, notice you went way beyond eight. We went to 15 records in this case, what's going on?

                Well, you're finding things like "Fred Murphy." "Murphy" written in three different ways was found in the duplicate checking because you told it to look for records based on what they sounds like, not necessarily how exactly they're written. Look at "Jenny McKenzy." Look at "George" and "Greg Jackson." They might not really be duplicates but there's a possibility that they are because they sound alike or are phonetically equivalent in the name search. So that's an ability for you to find an even better set of records and do something with them.

                Let's say you decided that those two records are actually duplicates. These three here. What can you do with those in Results? Results has something called "Combine Contacts." Again, not available to your regular users. It's available in your toolbar menu here, and by default we turn that off, but then if you're an advanced user, you'll be able to, as Administrator, have access to this tool. You can also opt to train someone on it and show them how to do it. If you have a significant number of records that are duplicates that need to be removed from the system, this would be a good approach to get that done.

                In this case, what we're going to do is expand this. I selected those three, and those three are going to be listed. You're going to see them in this space side by side, and the system is going to allow you to see ... maybe there's a phone number here, notice there's a fax number on this record, but not on this record. The system is going to try to make some determination for you, and help you end up with a single record that has the best data from all three records. By the way, duplicate checking is ... once you find those duplicates, they might have been in your system for months and years, so there might be significant activities, invoices, documents, emails, that might be connected ... or projects listed to one record and not the other. What the system does is combine contacts smart enough to not only fix the contact record itself, but will automatically roll into the system all the connected data that is part of that record. Any of those tabs that have a single record in it, one or more records in it that has any data there, would be put together with the surviving record.

                We're down to a few minutes, so let me go ahead and put in this selection up here. I chose to keep this record as the master record. The system, by the way, uses the green color to show you what's going to survive. Notice there was no job title in this record but it's found a job title on the left side so it says, "Hey, let me be smart and help you bring in the title from this record that we're going to throw out and put it in the surviving record." Smart! Okay, we'll go with it. This one also found the "USA" here, okay fine, we'll go along with that. Notice something: it found an extra fax number on the left side too, it says, "I'm going to bring it for you and put it in the fax number." We're fine with that. Notice something though: this phone number and this phone number are the same. Look at that though.

                Here's an interesting one: here's another phone number that we don't have, but if I select this, that becomes green, that means I'm giving up on that number. I might not want to do that, there really are three phone numbers. How do you preserve a number when it's on the same line as something else? Here's how you do it: you see this button up here that says "Edit Current Cell"? You put your cursor on the cell, you click on it to edit it, that means your editing on the fly. I'm going to right-click on it, get a copy. I'm going to go down to this phone number up here. I'm going to click on the "Edit Cell," I'm going to paste that data here, and we're done. And then we're going to select this again. Notice: I kept this phone number green, I brought this number from here, which we were going to throw out or miss out on because you already selected an entry from this column, moved it to a new column, and then I'm also going to keep the fax number from here.

                You can do the same thing to this extra email address up here. I don't want to give up on that, I'm going to go out and manually bring in this additional email and paste it in there, and now you have this one and this one, so you preserve ... oops, I'm sorry, that was a bad move. I really meant to do this one. So copy, we're going to go here, edit, and then we're going paste that in there. We get to keep two phone numbers, everything else let's say is okay, let's go ahead and bring closure to this. We're going to "Combine Contacts," and again click "Yes." Notice what's going to happen when this screen closes: those three records that were there that were duplicates are no longer there because the other two physically are removed.

                Let's go find record 1032. 1032, I did a search for it by typing it in the search area on the top. Notice: three phone numbers, two email addresses, job title, and everything that is on those tabs could have been on any of the other records, they all got percolated into the surviving record. That's power, that's called "Combine Contacts."

                We're down to one minute, so we're going to skip over this questions area just because we're running out of time on the content. Please submit those to Support: and we'll be able to respond to you after this call at any time. Remember also, from the Help menu you can submit your support directly up here.

                I'm going to show you one more thing: a lot of people thought that we only have Mass Updates on contact records only. The reality is that there's another major area that sometimes can benefit from the Mass Update. We have Mass Updates on Activities. You get sometimes in a situation where you have a lot of old data that somebody did not clear out, or you want to reassign ... let's say Jessica is no longer there, you want to reassign Jessica's activities like we talked about a sales rep. You want to reassign Jessica's activities to somebody else, so we're going to go find Jessica's activities, select them all ... actually, I'm sorry, select the ones that are not completed. The ones that are completed, you want to keep those under Jessica's name for reference, but those three that were not there, and Jessica's no longer with the company, you want to assign them to another person. You go to Mass Update, you go to the "Assign To" and notice, by the way, the fields on Mass Update for Activities are unique to Activities. So you're going to give those to Kathy, great. You're going to "Update," done.

                That's another powerful way ... that's the two engines that we have, Activities and Contacts, that have the Mass Update built in.

                Alright, that's it for today's session.

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