{"id":1495,"date":"2022-07-28T17:06:03","date_gmt":"2022-07-28T15:06:03","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=1495"},"modified":"2022-10-05T09:36:01","modified_gmt":"2022-10-05T07:36:01","slug":"crm-how-to-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/crm-how-to-use-them\/","title":{"rendered":"CRM: how to use them"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n<p>INO&#8217;s CRM sheets make it possible for you to identify, classify and find contacts: if someone calls you regularly, their associated sheet will appear during every interaction.<\/p>\n<p>Moreover, it is possible to link INO to a external CRM tool such as SalesForce.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Prerequisites<\/h2>\n\n\n<p>None: templates and fields can be created directly in the CRM module.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Configuring<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Types<\/h3>\n\n\n<p>When you create a new CRM in the Maker, you are asked to assign it a type: INO or integration. This choice is final.<\/p>\n<ul>\n<li><strong>INO<\/strong>: for use within the INO environment, without a connector to another platform.<\/li>\n<li><strong>Integration<\/strong>: for data to be stored in another dedicated tool such as Salesforce.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1498\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/07\/2022-07-28_15-38-21-1.gif\" alt=\"\" width=\"600\" height=\"299\"><\/p>\n<p><em>Note: the setup and operation of the Salesforce connector is covered in a separate article.<\/em><\/p>\n\n\n<h3 class=\"wp-block-heading\">Fields and template<\/h3>\n\n\n<p>Once the CRM is created, you can create and\/or add the templates (full page or widgets) and custom any fields you want. For integrations, the fields will be those of the tool linked to INO.<\/p>\n\n\n<h3 class=\"wp-block-heading\">Banner and access rights<\/h3>\n\n\n<p>As with the knowledge base, directories and cases, access to CRMs is granted or revoked in the &#8220;Configuration&#8221; tab of the profile. <strong>The display in the Banner will change according to the CRM(s) linked to each profile: it is entirely possible to have multiple CRMs for different types of customers and needs.<\/strong><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1499\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/07\/Capture-de\u0301cran-2022-07-28-a\u0300-15.50.44.png\" alt=\"\" width=\"600\" height=\"257\"><\/p>\n<p>As for the Banner, it allows you to present an interlocutor &#8216;s CRM sheet during the action, or to assign one to an interaction in the same way as a case.<\/p>\n<p>It is also possible to insert a CRM into a voice or SMS campaign.<\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Tips<\/h2>\n\n\n<p>You can change your current CRM at will in the dedicated module of the Banner.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1497\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/07\/2022-07-28_10-21-45-1.gif\" alt=\"\" width=\"600\" height=\"296\"><\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Preview<\/h2>\n\n\n<p>This is how a CRM sheet may look in the Banner module (depending on the fields), and the available options.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1500\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2022\/07\/Capture-de\u0301cran-2022-07-28-a\u0300-15.55.44.png\" alt=\"\" width=\"600\" height=\"278\"><\/p>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Use case<\/h2>\n\n\n<p><strong>Issue<\/strong>: I have two types of customers: tradesmen and a supermarket chain. I need to partition the CRM related to these two very different sectors.<\/p>\n<p><strong>Step-by-step process:<\/strong><\/p>\n<ol>\n<li>Open the Maker.<\/li>\n<li>Go to &#8220;CRM&#8221;.<\/li>\n<li>Create a new CRM, with the &#8220;INO&#8221; type.<\/li>\n<li>Open it.<\/li>\n<li>Go to the &#8220;Templates&#8221; tab, then create a widget and\/or a full page template (we advise to do both).<\/li>\n<li>Go to the &#8220;Fields&#8221; tab and add as many fields as you need.<\/li>\n<li>Make sure the profile has the CRM rights in it.<\/li>\n<li>Agents are now able to use two CRMs for your<\/li>\n<\/ol>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Frequently asked questions<\/h2>\n\n\n<ul>\n<li>&nbsp;<\/li>\n<\/ul>\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Related contents<\/h2>\n\n\n<ul>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/cases-how-to-use-them\/\" target=\"_blank\" rel=\"noopener\">Cases: how to use them<\/a><\/li>\n<li><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/how-to-create-an-sms-campaign\/\" target=\"_blank\" rel=\"noopener\">How to create an SMS campaign<\/a><\/li>\n<li>Voice campaigns<\/li>\n<li>Sheet templates<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>INO&#8217;s CRM sheets make it possible for you to identify, classify and find contacts: if someone calls you regularly, their associated sheet will appear during every interaction.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[146,105],"ht-kb-tag":[147,132,148,131],"class_list":["post-1495","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-as-an-administrator","ht_kb_category-using-ino","ht_kb_tag-admin","ht_kb_tag-banner","ht_kb_tag-crm","ht_kb_tag-maker"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1495","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=1495"}],"version-history":[{"count":7,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1495\/revisions"}],"predecessor-version":[{"id":2891,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1495\/revisions\/2891"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=1495"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=1495"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=1495"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}