The new version of ResultsCRM brings some new abilities to fully customize screens and workflows for how you want to do business. Get insider tips and tricks from this free training webinar recap.


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Hello, everyone, and welcome to today's free training Thursday. Today I have Sam Saab with me from Results, and he'll be taking us through tips and tricks you never knew in Results CRM. If you have any questions, please feel free to put them in the sidebar. Without further ado, I'll turn it over to Sam.

Great, Amanda, thank you so much for the intro. Thank you everyone for being on the call with us today. As per the description of this webinar, what we're going to do is we're going to be focusing on some of the tips and tricks of how you can navigate and work with the new screens and some of the functionality built into that. Also, towards the end of the session, this is going to be about 25 to 30 minute session. Towards the end of the session, if we still have enough time, I'm also going to be showing you some of the things that are gems and tips and tricks that are sitting and have been sitting in the Results system for a number of years right now. Sometimes we're surprised that individuals don't know that they're there, so I'm just going to walk you through some of those also. Let's go ahead and get started.

The first thing we're going to do is we're going to go ahead and run from the latest system. I'm going to be using a This is the official latest release of Results CRM that was announced about two or three weeks ago, so first week in March.

Alright, so I'm going to go ahead and log in. First item that I want to focus on is dealing with the newer screen. There are two major types of screens that we have. We have Boards, and that's what I'm going to focus on first, and then we have new gooey for the data entry screens themselves. Then what we're going to do is with the remaining time is we'll do just general usage of the system tips and tricks there.

First, let's make sure you know about some of the key functionality and the things you can do with the U system. So when you're dealing with something like a To Do board or you're going to be working with sales opportunity boards or you're going to work with project boards, there's a ... the core functionality there is that you're able to see a record in a visual way represented in the stage that is applicable. In this case, whether opportunity or projects there are certain stages that you use to queue. We are using sample data. In your company, this would be your stages for your where you're working.

When you're dealing with a To Do board, it's slightly different. To Do board is focused on the user. In this case, I'm logged in as Mary, so these are the activities, the items, that are on Mary's plate that have not been completed based on things that have been far delayed, things that are left over from yesterday, it's like oops, better get to it today, so I move it onto my today's list. And then we have things that I might not get to today I'm going to move til tomorrow or later in the future. The idea there is to see the information in those columns.

One of the things that might not be obvious is that anytime you click on any of those cards or tiles, whatever term that you might want to use, then you're going to see a data entry screen on the far right hand side of the screen. Whatever record you click on, the contents of the record will get updated and reflected on the right side data entry screen. The other thing that you note about the screen is that this is not just a viewer, like the way you would read your email where you would highlight the email and then there would be a preview on the right side of what's in it. This is actually modifiable data. If you want to change the access level on this record and make it private or if you want to change the status on this one and change it to an in progress status, you're able to then hit save. The system will quickly correspond to the fact that it's saved the record for you.

This is modifiable, but if you also want to see the full data entry screen, you can still request that. You click on Open and now the full data entry screen with all the tabs, all the tiles, all the grids is going to be displayed for you directly available for data entry which you can then save and use within the system.

The main tip here to also note is that this screen, the side screen, very much like the full screen, are totally modifiable per user. If you prefer to always see the start date and the duration as soon as you start or open up an activity, whatever activity you click on, then the system is going to ... by moving that tile up and put a tier, then I'll be able to see the information .

I also have a tile that corresponds to the contact information that corresponds to that record. What might not be obvious, while it's great to know that Stephan Anderson is the account that we're going to call, but what might not be obvious is that if you click on this icon, one of the options you're going to have is the Open button. The Open button now allows you to open up Stephan Anderson's record and be able to see anything and everything that you need to see on Stephen Anderson so you get the work done. It's a very quick way to move between different screens and some of those icons or where you click are a little bit subtle but it's also less busy of a screen. If you remember our classic screens, there used to be four buttons up here for the various things you want to do. This is much quicker and simpler to work with.

Also, those files don't have to be open all the time. You can collapse them and open them at any time you want and they can be moved around while collapsed and/or when the record is in full view. So, it's totally up to you how you want to work with information and what you want to see in the data as you work with that data.

Alright, let's take a quick look at the open full screen, and I'm going to show you a couple of things that you're going to be able to do up here. In any screen, this is the more memorized where you laid out the different tiles the way you would like to work. This way, each employee is empowered to set up their system the way they like to see the information like the way to see the data. If you do heavy work on the billing side, then you may think seeing the basic billable information might be very helpful, but this might be, then, if you don't, then this is secondary and you might want to move something more valuable to you to the top of the screen. Maybe you want to put the notes that are related to the activity record or you would want to do the calendar information or internal notes. All of those could be moved around and put in the way that's most suitable to the way you like to see the information.

The final thing to show here from a quick tip is that those on the far left hand side, there's a button that you don't have to keep open all the time, but if you click on it, it will open up the sidebar, and the sidebar allows you to see the various tabs that are on your data entry screen. So, in the past, when you were left of your record or service order, you would have seen a lot of tabs at the bottom of those screens to get you to various information. Some of those tabs were moved into cards like calendar option used to be a tab, the ability to do follow up activities used to be a activities tab. Now it's a separate grid up here with the ability to quickly add one of those. We've streamlined the screens, significantly reduced the amount of tabs where we need them, and then you can proceed to click on settings and remove the items you don't use on a regular basis to minimize the amount of information that's on the screen.

Alright, let's move on to the next item ... oh, I'm sorry, one more thing to note. When you're dealing with a To Do board, the To Do board is only for that single user, so the filtering is around seeing specific things; I only want to focus on the is complete or is in progress status verses the type of activities. You might want to limit them down to a certain type of activity that you plan to do; I want to make all my phone calls now, so let me see my phone calls. Deselect everything, click on call or anything like that, right, so you're able to do it. You're able to work within the date and remove the columns that you don't need to focus on. If you don't care for the no date, which are regular tasks, you've just removed it directly from the screen or put it back by just checking the box.

When you're dealing with other boards, you're able to then deal with sales reps for example, same thing with projects you're able to deal with assigned to's; the people responsible for the project itself. As a manager, instead of seeing every single project in the system, maybe what you want to see is deselect all of those and just focus on the ones that have a project but are part of your team that you work with, so you select those entities and that's the data that's going to appear.

Alright, let's go and take a quick look at another powerful feature that's in 17.4. And this is the ability for you to separate out the screens and put them on different monitors, so take a look at what you can do. You can now go to the calendar, which you had the label to open before. It has its own tab. And then maybe go to the contacts and click on manage and that's its own tab and maybe go to sales and marketing and look at quotations and click on manage. So, you'll notice then you'll have, like you've always had, you have those tabs, but instead of the X being right there in the tab name, the X is all the way on the right side. If you want to close a second one, you'll highlight it and click X and that will close the quotes one.

So, what you're able to do, that wasn't in the previous versions of Results, is now you're able to grab any of those tabs, click and drag it out of that area, and then you can go and put that window anywhere you want, including a totally separate monitor. I just moved it to monitor 2, and I can open up another one of those quotes, even to be in ... see, it doesn't have to be just the calendar to move it there, and I can put this on part of the screen, or maybe move it onto my third monitor here. The idea there is that you are able to ... now if you're in this batch mode, then you're responsible for the schedule of any employees, you don't have to ever move away from that screen or close it. You're able to keep it open, move it to the side, put it on a full grown screen to the side of you and continue to work. Also, when you're working with those screens, you're able to work from data on each of those screens. Note if I double click and open up the quote, I'm going to go here and double click and open up the contact record. This is the ability to work from multiple data management centers, multiple grids at the same time, and multiple records and type of records at will without any delay or needing to close one or the other.

These are the main new features with the tab functionality and the other item to delve into a little bit more would be the new contacts screen. So let's go to Stephen Anderson and in this case, I'm just opening up the contact screen. Let me walk you through some of the main things that are things that you can leverage or take advantage of right away.

So, first, to maximize the amount of the screen, we are able to keep the tabs on the side. Now, you can always scroll to them and you see the tabs like they are they would be in your system, you can click on one tab to open it or close it, or one click to open one click to close it, so it's an on/off switch. You move to the various pieces of data and let's say you want to see associates, you click on associates and there they are. You close them and remove them ... Show me the projects, there's a project. You can keep them open all the time, and whenever they're open you can move your curser to the right of the name of the tab and then you click on the plus sign to add whatever type of record that you're looking at. Here we're looking at associates, so if I click on plus, I'm going to be adding a brand new associate record for this contact record.

The other thing to note is that instead of scrolling down and trying to find the tab, because there's a lot of tabs unresolved, what you're able to do is you're able to click on this button and use it as an invitation. So you click on this button up here that opens up the left menu and from here let's say you want to take a look at documents, you simply click on documents and will take you there. Notice how documents which pulled out to the documents level and that's already displayed for you on the screen. Let's say you want to move on down to invoices, you're able to do that. So these are very quick ways for you to navigate.

Now, let's say you're in your business area you don't work with expenses and products and maybe you don't work with sales opportunities or quotes. Well, that's fine. So, instead of having this whole list here like you always did in the past where we show you every single tab available in Results, what you're able to do right now is click on settings and when you do that, you're able to say, "Look, I don't work with sales opportunities, I don't work with products, I don't work with expenses and I don't work with quotes." Like we just said. And now we need to click Save. Notice, they're not deleted; they're not purged out of the system. You can bring them back, but they're no longer bothering you or making the menu look much more complex because many of those options you already decided are not applicable to you, so you can remove them from there.

Here's another thing that's not very intuitive, but extremely powerful. With this, we decided that developers shouldn't be deciding for you everything; every component of how you work and how to be more productive. Let's say in your job, activities are not the primary thing, so the fact that we have activities as the first thing after cards is not applicable to you. Maybe for you a project are a big deal. What you're able to do, what we've empowered you to do within Results, is you're able to take any tab you want and re-order it in the order of importance to you. You want to see projects first, you want to see their invoices second, you want to see their payments third. For whatever reason. So notice now, when you go to cards, notice how projects are immediately after that, then invoices are after that and payments are after that. So, the system, again, is working the way you want it to work and you can hide this now. It doesn't matter, the tabs are still there. You can still use this to navigate them, but the point is that we've given you total control of how to manage the information.

The other thing that we've done that is there to support you and help you is that instead of giving you the old screen the way it was or a contact screen where we decide on the left side is the name, on the right side is the phone numbers, under that is the email address to the left of the physical address, etc. etc. Who are we to decide these things for you? Maybe in your job, you use the phone numbers more than anything else, so what you can do ... What we've done is we've taken the data entry screen and broken it up into tiles or cards. So, this is your phone number cards or tile or card. This is your physical address. This is your email addresses. Well, let's say phone numbers are important to you, so you can grab that tile and drop it here and then on the internal information regarding what kind of a contact they are, Mary, etc. This can be moved up here, and that should work just fine. And also, the physical address might be important. So, in this case, we'll put it right there. Now if it's not important enough, you can minimize it. Who said it has to be open all the time? And for the time that you to take a look at it, you'll re-open the tile that's important to you.

The other thing that you can do, notice how there's a lot of text up here? What you're able to do is you can widen the column width. Who said the column width has to be that specific. You're able to put more space in there to see more information.

What if the project information is so important that you really even want to see it above the cards? Can you do that? Yes you can do that. So, what you do is you go to this toolbar here, the navigation bar for tabs, and what you can do is you can click on project, grab it and drag it and drop it on top of cards. Notice how now anytime that you want to go take a look at a record before you even engage the record, you're able to see all the projects on them. If that's what your job is and you want to see all project data, then that's a very powerful ability to give you the comfort to know what projects are available, what stage are they, before you even look at the additional details on the account itself.

Now the final piece that I wanted to show you ... by the way, everything and anything you change on those screens when you close, you come back in, the system will remember exactly how you had it worked before. So these are not thrown out between sessions. They're always open. The system will also remember those per user/per device, which means that whatever changes I made right now have not impacted and will not affect any other user in the system. This is really important because you do not want to make changes that other people might disagree with, and you don't have to have those committees and meetings where you have to figure out how to redesign the screen for your office. Each person can redesign their screens at will.

One final thing to note, and this is a very big deal in the design of the screen to promote empowerment, so these codes up here are portions of the screen, they're stored in the same database, so it's easy for you to put them on the same part of the cards. They're just a section or a segment of the screen where all the data is there in the same contact record.

One thing that we've done that's very unique to Results and really made a big difference is that when you're looking at data, let's say you want to take invoices and move the invoices up also. So I'm going to move the invoices above cards and close that and now when I go up here, all of a sudden, look how long the invoices are or maybe I chose activities; it's even longer. Now you're not even having enough space for your screen. So, what you're able to do in Results is you're able to go to here on the tab side, you can take any item. You want to use projects, you're able to take projects and put them up here. So that they're actually ... you move the tab, the grid, itself into a card. Let's take invoices and do the same thing.

So now, notice those tabs are part of the screen on the right side. And when I go to close that screen out, you'll notice then how you have ... you can move that out of the way or move that ahead, whichever is easier for you. So what you'll notice then is that we have then now put in the tabs wherever we want them to be and so we have removed this distinction or separator between what's a grid and what's a card. That's a developer problem, or headache, and not a user problem or head and that's why we want to make it easy for you to work with that data.

Now to demonstrate, one final aspect of this ... notice, by the way, when I close the screen. When I reopen it at any time, whether for this record or any other record, the system will proceed to just open up the grids and if they're empty, they're empty and if there's data then it will also show you that data. So, this is Mike Ballock's information, he definitely has invoices, but we're looking at somebody else's record.

Now, let's pretend to be another work station or another person working from another workstation, so I'm going to keep this copy of Results running and I'm going to log in from another session, or another copy of Results, and yes, you can do this from another workstation or from a network where a must- more than one session of Results is being used, but the key is you can only be logged in under one ID one time.

So, in this case, I am logged in as Mary, I'm logged in as Mike, now see Mike at the top of the screen. And what I wanted to demonstrate here is if I go as Mike and open up Stephan Anderson, Mike is in sales. Notice how his homepage ... contact page is designed totally differently. He wants financials first to see how much money they owe before he tries to sell them more stuff that they're not going to pay for anyway. He wants the phone numbers on top, email addresses under it, he wants the activities to know when were they talked to last, when were they expecting us next steps. Also, because he's in sales, he wants the sales opportunities as well as the quotations or estimates to be shown right away. So, his contact screen, main page, when you open up the screen looks totally different than anybody else. All the other tabs are there, you can still navigate to them but you brought in the tabs in the right order that is applicable to the type of business he runs and the way he uses the results.

Alright, we're down to about seven minutes, so let's go and show you some other tips that you might not be ... so this is ... these are the tips and tricks on the new system. New screen is like what's promised on the webinar description, but I also want to show you some more other things that you might not be aware of or have not noticed within the system.

So, you notice this yellow area up here? This is like your browser within your Chrome or IE or other browser product and you want to do a search in there. So let's say I want to do a search for Peterson, so I type Peterson in there, press enter and then you'll notice that the search information is still up there and there's Peterson for me, and I'm able to work with that. Also notice that whenever you use the search area, it will open up a separate area one the screen for the answer of what you want. So, you want to look for Smith up here, then you're able to find the Smiths within the system. And that will be a separate area from where you found Peterson from whatever else you were doing before. So, each new tab is created based on the search that you're performing.

The other thing that is important to note is that you have a lot of power within the standard search that is not very obvious. So, for example, let's say in this case, you want to look for two records. You want to look for a record with an ID or account number 1001, you want to look for another record with an account number 1020, and a third record of 1090. Just account numbers that are in the system. If you separate them by commas, then the system will actually search for each of them. Let me force it to keep them open. See, 1001, 1020 and 1090. They were all the ones that were found. These are the only records that came back, but you do that from a single search.

Let's do another type of search. Let's say you want to look for, I think, from 1005 to 1010. So, this is all the ID, all the accounts that have an ID 1005 all the way to 1010. So, the trick, but the way, is even though you might think your hyphen is the right way of doing it, hyphen means something different for computers because it could be a negative number. So, we decided to do a different thing, so you use a colon. So, if you do 100- whatever number, it is account number it is a colon and the other account number, you're basically asking the system to ... and I'm going to sort those by ID number ... you're asking the system, inclusively, to bring in all the records that might be there. You might have the deleted 1007, so it might not be there, but the point is the system will bring in any IDs that are between those two numbers inclusive of the numbers specified. So, there's 1005 all the way to 1010, and everything in between.

Alright, contact ID standard search. Okay, so let's show you the other one here. When you're doing a standard search and I go to reset and I'm going to look for Smith up here. So, I'm putting a last name of Smith or whatever the last name is, doesn't really matter. And I click search. So, choose the results of that search, right? See, you notice, four records came back. This is a Smith last name. This is a Smith last name. This is a Smith last name. What in the world is going on here. Is this a bug? No it's actually a fisher.

So here's what we're really dealing with. You have a phone call that comes in, the person's last name is Smith, and you're trying to find what account are they on. Well, it happens that if you open up the Stephan Anderson account and you move down to associates, by clicking up here and clicking on the associates tab, you'll find that there's a Smith. Jane Smith actually works at that company. So, you see the last name up here Smith. So, what we're saying is instead of penalizing a person just because they're not the top primary person on the account, just instead of penalizing them and making the record not found, either you cannot find it or people searching for them don't know that they're a client or part of an organization that is an account. The system now is able to do that search for you at any time and bring the information in.

Now, why does it do that? We'll just explain that you want to be able to find Smith's record for Jane Smith even though she's not the primary account. This is going to be a great success as opposed to saying I don't know who you are and sorry we can't help you.

The other thing please to note is that it's coming in from the associates and that's a feature, so look what we've done for you. If you scroll down further within the standard search criteria, you're able to tell the system that you wish to exclude associates. If you do that, and now you perform the same exact search, how many records do you think we're going to get back? As a reminder right now we have 4. Good answer. It's 3. And the reason for that is because we distinctly said don't look in the associate records. We did that by here saying exclude associates. That means the only Smiths that are being found are the ones that have the word Smith in their primary contact record. Not the secondary associate record, and that's how you can control that.

By the way, this is true for any kind of information. Let's say you're looking for something on a Main Street. So you can type, do you see this full address up here? This might not be very obvious but this is a partial search within that field. So in this case, what it's going to do is going to be finding anybody with a Main Street, and I'm not going to exclude associates so you can reapply, and if you look at the addresses up here, you're going to find they're all those individuals are on Main Street except this one and this one. And I bet you on both records, if you open them, you go down to the associates and you open up the associate record, actually, it's right there. Main Street is the address for those associate records. So the bottom line is the system is getting you there. The point is you're able to get to the information based on how you do the search. And notice, you didn't have to know the beginning number of the address, whether it was 608 or 101 verses just Main Street. So, this is a partial search within the full address block city, sorry two lines of address, city, state, zip code as well as country will be searched when you put a partial for address information.

Alright, we are at the 4:29. The end of the time, so Amanda, I'm going to turn it back over to you.

Thank you so much, Sam, and thank you to everyone for listening. As a reminder, our webinar will be available on and we look forward to having you join us next week. Thank you, Sam.

Thank you Amanda. Thank you everyone for being on the call. Have a great afternoon.

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