Have questions about the new ResultsCRM version 17.4? We’ve got answers. In this open forum webinar, we will answer some of your pressing questions.

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Hello, everyone, and welcome to today's Free Training Thursday. I have with me here today Sam Saab, and we're going to be doing an "ask us anything" for Results CRM. As a reminder, if you have any questions, please type them into the side bar, and we'll get to them. Without further ado, I'm gonna jump right in. I see we have some questions already. So the first question for Sam is, "what is the difference between the to-do list and the to-do board?"

Okay, great. Thank you Amanda.

Alright, let's jump into the results product. So this is the shipping version 17.4. You gotta go ahead and log in. A great question actually. They have the same data, but you work with them in a totally different way: one of them is visual, one is just pure data. With the use of 17.4 right now, you have a "my to-do" board as one of the available options for you. If you click that, the person logging in, right now I'm logged in as Mary. Mary basically will then see all the items, activities, service orders, that are assigned to her that are not completed just yet. The way the to-do board works is that it lays out those activities one tile per activity in a visual way for her. Within that, you'll notice here, I still have something left over from yesterday. I can move it onto my page today. I can reorder my items on my to-do list for today in the sequence of how I'm gonna be engaging them. So this is what I do with the to-do board. Very visual, very quick way of seeing information. And then from there you can click on any tile to see the data and details, and then open up the full record if you want to.

The to-do list on the other hand is still available right under it from the same menu, but a to-do list will have the same exact count of records because you still have those ... Mary still has those on her to-do list. If you look at the way the information is laid out, if you look sort by the start date, you'll see all the ones for today, April 19, as well as a few that were for tomorrow and many that are for a future date. In this case, there's no preview. This is the previous screen that's available whenever you click on any of those, you see a preview screen on the right side. You have no preview screen within the to-do list. The fields of interest are typically laid out flat very much like an Excel file. And then you are able to double click in here and open up the actual record itself to do the entry on it. In that case, on the to-do board, you do the same thing. You go to the activity and you click on this button, and that will open up the activity record. Or, from the side menu or the side screen, you're able to click on the open from there. That closes the side screen and opens up the data entry record itself.

Effectively, absolutely the same content. It just depends on whether you're visual and like to work with things in the to-do board style, which is a CANBAN word design. Or if you're more of a data person or used to spreadsheets and would rather work directly from here.

Okay great. So our next question is, "can you show how to find duplicates in results?"

Absolutely, great. We can keep these open or close them, and we're gonna go to a totally different area within the system. Duplicate checking is done on the content records. If you go to content and you click on manage, that opens up in this case, I'm playing with sample data here. I have 117 records. On the top of this data management center, which is how you manage content or manage activities, they're all data management centers. We call them DMCs for short. On the top menu, you have these various options, and if your screen doesn't display them all, there's a button here drop down that allows you to see all the options displayed. One of those options is find duplicates. You will click on that.

Now, duplicates is a ... you basically have multiple approaches. Sometimes you have the name of a person on one record and the name of the company on another record. That's not going to be easy to find, but you can find them based on the phone number. Or maybe based on the address information, or maybe based on the email address. You'll notice there's a drop down and find duplicates and gives you multiple options to find information. I don't even know if I have records with the same email address but let's try. Okay, there we go, we found one, so these are two records in the system that have the same email address. In this case, that may be exactly how you need to keep them because you'll notice one of them is a vendor, one of them is a customer. As you know, those of you that use [inaudible 00:05:28] force you to keep a distinct record for vendors because that's what you get a check for versus a customer who you will send an invoice and receive a check from or a payment method of their choice. But the idea is that this might be legitimate or it might not be a duplicate.

But on the other hand, let's go do a find duplicate maybe on address line one and city. Don't have any, alright. Let's go and do a duplicate checking based on phonetic search. This is what you do: first name and last name as an example, and there you have Cristina as a record is here and you are able to identify the duplicate in this case. By the way, if you were looking by company name, you wouldn't have found the duplicate, because on one record we don't have a company name, on the other, we do have a company name. The first name last name was perfect to identify the duplicate. And then, the other example I'm gonna do phonetic first name and last time. Phonetic basically ignores the spelling and lets you find names including the perfect match. So Cristina's record is definitely a match because it does sound alike. Look at examples like George and Greg, Jackson could be a nickname versus George, or they go by another name, but maybe they're not duplicates at all. Either you look into them and see the possibilities.

Look at Fred Murfy or Freddie Murphy. Notice with the different spelling of the Murphy as a last name, including "fy" versus "phy." The bottom line then is, if you can look at those and say, "oh, okay. These are really duplicates. Somebody didn't ... guessed on the name, didn't know exactly how it's written," and clear those duplicates from there and results. There's a marginal called combined contacts that allows you to take those three records and do something with them. You can decide if you're either gonna keep this, or the other two are going to be removed from the system. And by the way, the combined contacts is extremely powerful because you might have some activity records on each of those records because they were there for a while and there were duplicates, but when you want to go and remove them, you can't just get rid of those activities, so what happens when you combine context is any ... let's say you keep this one, any activities, any documents, any projects that are on this 1004 account or account 1005 will actually be brought in and kept preserved under the surviving record, while the other two records, or the contact records, are purged out of the system because they're duplicates.

Just something to be aware of as a follow up to you when you have a series of potential duplicates, you'll decide which ones are truly duplicates, and then proceed to use the combined context to handle those. By the way, please note combined context by default is marked down by the "for administrators only" but administrators can grant the ability to use the combined context to non-administrators if they wish to do so. So if you're not an administrator in the system, you can request to get access to that feature and then get trained on it. You have to be very careful: there's no undo on that feature. That's why it's limited to administrators.

Also, it is critical that when you're working with those combined contacts, is that you scroll to the bottom of the screen. So if I expand this here and scroll to the bottom, you'll see all sorts of fields that are available for you to review and see whether you want to preserve any information from the records, what you're gonna throw out. What's important is you look at the key behind the  Quickbooks integration. You will look at the fields, the columns in the fields, for those to let you know whether any of those records were sent to or brought into Quickbooks, because whatever you do on the results side for combining those records, you need to do the corresponding steps and movement on the Quickbooks side. Otherwise, Quickbooks will then resend the data overthinking that it's not your system that it needs to provide it. So you do the cleanup, the duplicate removal, needs to be done in the two systems in parallel based on knowing those records were initially found or sent over to Quickbooks.

Okay, great. So our next question is, "we had a sales person who left. How do we assign all of his accounts to a new person without doing it one at a time?"

Yeah, absolutely. Great question. Okay, so in result, there's a feature called mass update. That's available to you here within the contacts list. It's also available to you here on the activities list. One of the things you can do is let's say the person left is ... let's see what we have here. We have Robert as a sales person. So the way that you can find out the unique list of sales reps is you take the sales rep column and drop it up here, and then these have no sales rep assigned. Let's look at the others. We have Dmitri, we have Mary, we have Mike, Sally, okay. Let's go with Mike and let's see if Mike has any other activities. So we go to assigned to in the activities and let's find out if we're gonna ... let's go off Mike. Yeah there we go. Mike has some activities.

Okay, so let's pick on Mike. Mike is the one that left the company and is going to be replaced by Kathy as an example. What you do is you put this field back here and what you do is you go and look for the sales rep being Mike. Notice what I did is I went to that column and typed the word Mike or if you're not sure how his name is, maybe it's his first initial, last name. You can always go to the standard search, go down to the reps and click on the drop down, and you can select Mike from that list up here. In case his name is written differently or his user ID is different, the bottom line is it's the same end result. You're gonna end up with Mike. In this case, by the way, because I did this search from here, this does a double search. It searches on reps, sales reps, as well as the find tune. So this is even better.

What we're gonna do, then, is we're gonna first start with the sales reps and we're gonna go here to all of them except this one is now Dmitri is the sales rep. I'm effectively updating all of those records. I selected them all. And those are the ones that have Mike as a sales rep as requested. Then I can go to what's called mass update. Mass update is a global update for all the records. What the system will do is it will actually confirm by listing for you all the records here that are gonna be impacted. Why are there eight? Because there were nine records found with the word Mike in either column, but we unchecked one. We did not want to include that one in the replacement.

Now I can go to sales rep and we decided that Kathy is going to take over for him, so we chose Kathy as the replacement value for sales rep, and we click on update all records. The system will let you know there's no undo on that. In other words, you can only ... if you changed your mind after-the-fact, you have to redo the steps by finding those records, or you need to go to a backup. There's no undo or recover from that.

Okay, so we were able to do that, and if you go and do a refresh on this, you'll notice that ... this search by the way, keep in mind, what we still have here is this search, so this is basically searching for all the records that have Mike. In this case, the only records that still have Mike are the assigned to. So we're gonna select them all, and we're gonna go to mass updates. Now instead notice the system will confirm all files will be updated. Now instead of searching sales rep, we can change the assigned to. Assigned to is a separate field. We'll go to Kathy, and Kathy is the assigned to.

So this is how you fix your contact records. I know the question initially was only about the sales rep, but the assigned to is also an important field that you might be using. If you do a refresh right now, no records are found, because there's no longer any contact record assigned to Mike or Mike as a sales rep on.

Let's now go to activities. On the activities side, you do it slightly differently. You're still gonna go to Mike. Mike is the person here, but you don't want to ... the reason I said you do it slightly differently is because there's the concept of completed. Right, if something has already been completed by Mike like this one is, you see how the completed column has a check mark, that means this one's completed, and now Mike is no longer with the company, so what you want to do it you want to select them all except this one.

Because this one for audit purposes was actually done by Mike and so Mike needs to be still shown as the person. You can't do a global update on all of them because otherwise it will look like Kathy made that phone call. She did not. She's just taking over to all the appointments and the activities and the to-do items that are on Mike's plate. Now you go to mass update on the activity, and you change the assigned to here to Kathy because Kathy is taking over for Mike. When you do an update on all of this, all those records will be updated. Notice that they automatically disappeared because they no longer matched the search criteria of Mike that we had here. The only one that does is the one that was completed by Mike. At this point, by the way, we get this question all the time, and just thinking one step further, how do you remove that user from the system. Well, the point is you never delete their records.

If I go to setup, I go to users. You would never want to delete Mike's record because there was a historic record including this activity, but there might be quotations, invoices, documents, there could be many many many types of records that Mike has created and set up in the system. What you do is you go to Mike's record. If it's the same Mike, you're no longer gonna log in because you're no longer part of the company. By the way, there, you release that license to be available to be used by anybody else or for anybody else. You also remove that log in because they're not going to log in from the web either. You would remove the override, these allowed become unimportant because Mike is no longer there.

Here's the big one: by removing this check mark, Mike's name wouldn't even show up in the drop down anymore because you don't want that to happen because you're not gonna assign him any new tasks or contexts, so since you're not gonna assign him anymore things, you would not want their name listed, so at this point, you just hit save. By the way, also, notice let me show you the log in and the password column, and they both have a note in there right now. That means this person can no longer log in because they're no longer a part of the company, and their name will no longer be showed in the drop down. What that really means is the following. If I go and try to create a new activity record right now, or go to the calendar, if I go and click on the drop down, Mike's name will not appear up here. He's no longer a part of the team, so his name will not appear anywhere within the system.

Alright, that should cover not just how to mass update, but also how to do the follow up administrator step of eliminating their name from the listed available entities to be assigned tasks and contacts.

So the next question I have is, "can you work with more than one calendar at the same time?"

Yes, absolutely. There's a trick to it, but yes you can. What you do is you go first to the calendar item and you click on whatever you want: daily, weekly, monthly. Now the way the system works is if you go here and click on weekly, it will think that you want to change the calendar to weekly or monthly or daily. In other words it will move you through the various views of the calendar that you're on. And that's the way it's designed to work.most people would use those buttons to move between different views. Even though, by the way, you can also click weekly here and monthly here. They do the same thing, we just keep them affected by the top big buttons up here.

Now, if you want to create another calendar because let's say in this case, you want to go to a certain team and this is the team members and you want to see the calendars side-by-side, and you're able to do that. But now you want to work with another department because you can search for people by department or work with another calendar all together. Here's the trick.

You have to open up another tab first, and then use that tab. See now that you are on a different tab, if you go to the calendar and see daily view, it will know that you're not on the specific calendar you were on and so it's not trying to update the view of what you were already opened. Since you were on another calendar and you went to any of those calendar views, it's going to open another calendar for you. What you can do here is you can say, "okay, I'm looking for client services or let's see ... customer service, let's see if there's anybody with more than two in there. Management and operations don't have enough sample data in here to show more than one record per department.

Regardless, we'll go to client services and then select those two options. The point is that you could be looking at this view for those entities and you can still go back and look at the other view monthly, weekly, etc. for the other calendar. Now one thing that's also new in 17.4 that you could not do in a previous version in results, in 17.4 not only can you have more than one calendar, but you can actually take this calendar, remove it from the grid itself, and actually move it all together to another window. Let's say you have two monitors and you want to keep one monitor open all the time with the calendar on that monitor, your calendar would look like this. It wouldn't even have the menu on the top because you'll will able to see everything the full screen. That's a very nice feature where you're now able to take the calendar and put it somewhere else. You can also, by the way, open the calendar side-by-side. If you have a large enough monitor so you can just connect them both by clicking and dragging them away from the tab area, and now you can go in here and say, "I want to see both of those side-by-side." And yes, you can do that within the Result system now.

Thank you, Sam. Our next question is, "how do you create a copy of an existing contact record with the new screens?"

Ah, okay, great question. With the old screens ... well, first, just to remind you what this person is asking about. With the previous screens of Results, or if you're still on an older version of results, then I'm gonna uncheck use the new screen, click apply, click okay. [inaudible 00:21:51] if you go to Mike's balance account, there was not only just an add, but there was also a button for a copy. When you copy, you're actually adding the record, but now you can basically ... maybe it's another person in the same family but now they want to be a customer themselves, place their own orders, or maybe you have a multiple vendor requisites you want to create in their franchise, but they have different locations, so you want to set up a copy of the existing vendor and make another vendor record of it. That's what's being asked about.

In the new screens, it's not as obvious because in the new screens, we don't waste your screen space with buttons. It's a different design. It's more of a browser style or web style design. Notice we basically keep the desk clean and as simple as possible, but if you look on the far right hand side here, you'll see a tool bar menu. This is where additional options will be there. By the way, you can ... this is not how you activate a process or refresh or reset. To make a copy of [inaudible 00:23:05] Anderson's record, you actually come in here to this tool bar and click on copy. By the way, notice so that it doesn't create any confusion, that on the record is still there and you can see it and refer to it as a reference, but here's your brand new record and now you can do with it whatever you want, or you can cancel the addition if you don't want to use it anymore. You can exit from there and then close the screen itself and that would be ... you're back to the actual record itself. [inaudible 00:23:34] that you copied it from.

You'll find that in the future more and more options that we're gonna put up here. Things like reports will also be accessible for the parent's record you're displaying. It's true in other screens too. So if you were in the activities and you were managing this activity record, then you're going to be able to copy that activity record into a new record directly from this menu.

Okay, great. Our next question is, "how do you add an entry to the home page?"

Oh, okay. Homepage. So, on the homepage when you look at that these are the list of items specific to that you requested. So in this case Mary, I went to the home menu and I clicked on homepage and these are the items that Mary wants. By the way, as an example, if I was logged in as Mike, Mike is no longer here, but if I was logged in as Robert, I might have a totally different structure for their homepage. Let's go back to Mary, I just want to state from there. Now let's say you want to add another entry for Mary. What you're able to do now from this add button, you see those buttons up here. So you're gonna add a new record. This is a three step process. First, data center. You will tell it what data management center you want to work from. In other words, what kind of data are you looking for? Let's say it's context data, contact, information about people we do business with. We're gonna go there. That's step number one.

Step number two would be what is the search criteria you want to use? Click on this drop down and it's gonna give you everything that's already built in. Let's say you want to have an entry for the clients for the balanced year. Then what's called a name search or an advanced search in Results that's already been previously built, and is available for you here. If you want to create a brand new one, you can, you can click on maintain main searches, and then you can go and create the brand new one from scratch. Or, you can open up an existing one. Let's say one like with the balance due, and make changes to it if you want to, right? And then it under a new name. In this case, contacts, we're gonna go clients for the balance due, and that's it.

Your third item is click okay. The clients for the balanced year, I don't even know how many records there's gonna be, there's 1300 of them, that's a bit too many. But regardless, now we have them here as a new entry, and I will double click on that to actually see the 1300 records. These are the names of the individuals that owe us money. Now, one of the things that you also want to be aware of is that when you're looking at clients with a balance due, you can also, if you want to, total up a total amount up here to show the label and the dollar value. What I mean by this is the following. I'm gonna open up this one and let's say you want to actually do a calculation on the actual balance due. Okay, these guys all have a balance due, but how much is that for? And let's say you're gonna go with the sum, and you're gonna call that balance due. "Total balance due."

Okay, click okay and notice what's going to happen differently right now. The clients with a balance due is still 1300, that didn't change, that fact is still true, but now we have a new entry. One called total balance due. That means it went to all 1300 records, one to each of their balance due and totaled it up and there's ... we have outstanding balance dues of up to close to $185,000 across all the invoices that are instituted with all the customers that are still in that list.

So that's another way of doing it. The third thing to in other words added value. Not just the count of records, but more financial information, by the way, we do the same thing here for sales opportunities. We're pursuing 14 accounts to bring on board. Put proposals out there and close to 200K in business is what's expected to come in. The final question is going to be, "how do I change ... the list is not alphabetical by the order you add it, so how do I change the position of this?" Maybe I want these clients with the balance due and move it way down. So what you do is you click on open, and you use this sequence number, this order number to group them together, or move them away from each other. So let's say you put 400 as a count. Next time it comes in, there you go. 400 was higher quantity, the sequence number, than any of the others back there.

Alright, Amanda, that answers their question and I see that we are also out of time.

Yes, we are. I just wanted to say thank you to everyone for attending and asking your questions. Any questions we did not get to today, Sam will be answering via email. As a reminder we also have our Abacus Maximus User Conference coming up in fabulous Las Vegas, Nevada. That's going to be great. There's going to be some trainings. Sam, I believe you'll be there, as well, correct?

Yep, absolutely.

Yep. So Sam will be there as well as a bunch of our other trainers. We have some great featured speakers, so we look forward to seeing everyone in Las Vegas. Sam, if you have nothing else, I think we'll wrap up.

Fantastic. Thank you so much for your time, Amanda. Thank you, everyone, for being on the call today. Thank you also for the great questions. Appreciate it. Hopefully I'll get a chance to meet you in person at our user conference in July. Otherwise, thank you and look forward to seeing you at the future webinar.

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