Responses are used to record the outcome of calls. They are used in the Wrapup screen and can also be set in Scripts.

If you will only be calling each Account once then you may decide that there is no point in using Responses and just work with Statuses. In that case just leave the list of Responses empty and the drop down field will not display on the screen.

To Setup Responses

Click on the Menu option, Setup > Responses

To edit the details of a Response, single click it in the list.

To delete a Response, first click on it to edit it, then click the Delete button.

To rearrange the order of Responses in the list you just need to drag and drop them.

To create a new Response click the

button.

Type in a Response and also Description, they can both be the same. If you click into the Description it will automatically populate with what is in the Response.

To make the system change the Status of an Account when this Response is selected, select the new Status in the Change Status drop down list. To tell the system not to change the Status, leave the option blank. You can also set this change in the Workflow heading

To automatically set the Callback/NextDate enter the appropriate values in Increment NextDate Days and Mins.

Automated Email

The system will send 1 or 2 emails automatically when a User clicks the Save & Log Call button on an Account with this Response selected. Select the email template to use from the drop down list. To setup a new template go to the Menu option, Setup > Documents, click here for more information.

Recipient is who this Email is going to be sent to, you can add in a Specific email Address or you can use merges such as *contact which will send this email to the selected contact in the Account. You can add a maximum of 4 recipients in each box, to do this you will need to separate each email address with a semi colon (;).

Invitations

Invitations can be generated from a Response. These will be sent to them where they can accept them in Outlook.

Mandatory Fields

These will be fields which will be required to be filled in when this Response is selected. For example when selecting the Response of 'Information request' it will be necessary to have the Contacts Email Address filled in.

So the Field would be filled in:

Permissions

Here you can organise which Usertypes and which Projects will have access to this Response. All Usertypes and Projects listed are allowed to see the Response in the drop down.

Workflow

Set Field - When this Response is used, the system can write a specific value to a Field. Select the Field to update and also enter the value to write to that Field.

Copy/Move Account - The system can automatically copy or move an Account to another Database Area when this Response is used.

Analysis Group - This Field can be used for Reporting, it is a way to group several Responses together rather than listing them all individually.

Scriptlet - This Field should only be used under direction of the FIVE CRM Customer Success Support Department.

Message User - Select a Username to make the system send a message using the Internal Messaging System when this Response is used.

Campaign - When this Response is selected the Account will be added to a certain Email Campaign.

Do Not Hangup - Allows this Response to be selected without hanging up the call.

External Calendar

Select which Calendar should be updated as a result of this Response.

Select the length of the Appointment.

Then select which Calendar to update from the list: Area, Salesman or Owner and the Mode will then define what is done on the Calendar: