Setup Guide
Document History Revision Date Author Comments 1.0 4/4/2017 CCRM Development Initial Draft 1.1 5/24/2017 CCRM Development Revisions 2 P a g e
Contents Document History... 2 External Data Capture (XDC) Overview... 4 How Does External Data Capture (XDC) Work?... 4 Preparation for Using External Data Capture (XDC)... 5 Creating an External Data Capture (XDC) Form... 6 External Data Capture (XDC) Definition Page... 8 Form Properties and Processing Options... 9 Edit Form Properties and Processing Options... 9 Form Fields... 11 Edit Form Fields... 11 Available on Form... 13 Required Field... 13 Ownership of Referral Partners/Contacts or Inquiries Created by Form Submissions... 15 Edit Ownership of Records Created by Form Submissions... 15 The Referral Partner/Contact or Inquiry Ownership: Routing Rules Window... 16 Ownership of Prospects Created by Form Submissions... 20 Edit Ownership of Prospects Created by Form Submissions... 20 The Prospect Ownership: Routing Rules Window... 22 Security, Response, and Notification... 23 Edit Security, Response and Notification... 23 Response Mode... 24 From Email Info... 24 Auto Response Email... 24 Continuum CRM User Notification... 24 External Notification... 25 Security HTTP-Referrer... 26 Final Notes... 27 3 P a g e
External Data Capture (XDC) Overview External Data Capture (XDC) allows you to build one or many HTML forms that capture data from any Inquiry generation channel, such as your Website (or corporate intranet site) or call center. The data captures are then routed as a new Referral Partner or Vendor, Contact, Prospect and / or Inquiry record and assigned to the appropriate User based on ownership rules that you create. An XDC form does not just dump captured data into a catch-all email address that Users will have to sift through. This allows the sales cycle to begin automatically and avoids the problem of users having to find time to enter or sort through data. Your company will be able to quickly capitalize on Inquiries that won t fall through the cracks. And you can create an unlimited number of flexible routing rules. How Does External Data Capture (XDC) Work? Using a simple wizard, an XDC form is built by an Administrator to capture specific Referral Partner / Vendor, Contact, Prospect and Inquiry information on your Website or Intranet, and establish routing rules. With the click of a button, the XDC form is transformed into HTML. The HTML can be uploaded as-is to an Internet or Intranet website, or cosmetic and programmatic modifications (such as changing the background color or adding a company logo) can be made to the form. The result is a web form integrated with Continuum CRM to ensure a closed loop system by which all Inquiries are contacted, followed-up on and converted to either Won or Lost Prospects. You can choose who you want to be notified when a successful Submission has created new records or when a Submission fails. You can also generate robust XDC reports, such as on how many records captured by a given Form have resulted in closed Prospects, allowing you to gauge each Form's effectiveness. Application Administrators can create as many Forms as needed, allowing their organization to capture data from any number of Web pages or intranet sites. Data can be entered to a Form by visitors to your Web site or end-users of your corporate intranet. Data could also be entered by a proprietary program built specifically to automate the process of adding new records to the application. Application Administrators can create as many routing rules for each Form as needed. 4 P a g e
Preparation for Using External Data Capture (XDC) The following preparation should be completed prior to beginning work on XDC forms in Continuum CRM : 1. Review all pages on your Web site where visitors submit information about themselves (i.e., your company s existing web forms) and create an inventory of which web forms should be linked to Continuum CRM. This will allow you to focus only the web forms that will be impacted. 2. Determine which process will be tied to each XDC web form. This step may identify the need for new processes in Continuum CRM. a. Note: Unless your form is customized by a qualified HTML developer, each XDC web form uses a single Continuum CRM business/sales process to capture your inquiries as Prospects and route them to the appropriate Users. Once a Prospect is created in Continuum CRM using a process (and one step is completed) the process cannot be changed. 3. Determine Inquiry distribution/routing rules for each web form. Will Inquiries be distributed based on specific criteria or on a round-robin basis? Among all users? A subset of users? 4. Review the selected web forms, one at a time, and create a list of all the data fields on each form. 5. Analyze all the data fields to determine similarities, differences, and the opportunity to standardize. For example, one web form may ask for Geographic Region and provide a dropdown menu of values, whereas another web form may also ask for Geographic Region but may ask the person to type in an answer. Data fields like these should be standardized so there is a common method of data entry and values. 6. Based on the analysis, create a list of all data fields that need to be added to Continuum CRM as Company Defined Fields (CDFs). If your company is not currently using any web forms on its Website, the site should be reviewed to determine what type(s) of web forms may be valuable and where they should be located. For example, common forms on corporate web sites include Request for Information and Register for Webinar. 5 P a g e
Creating an External Data Capture (XDC) Form To create an XDC Form, log into your Continuum CRM account. Go to Setup Expand Data Transformation & Integration Services Click on External Data Capture External Data Capture Click on the Add button Add New Form This launches a new pop-up window. Fill in the following fields: Form Definition Name: Enter a name of up to 60 characters for your Form definition. This field is required. Remember that this name will help you to distinguish one Form definition from another, at a glance. Type of Form (Form Type): Choose the type of records that the Form could possibly submit: a.) Inquiries, or b.) Referral Partner/Contact/Prospects. Once the type of records that a Form could submit has been determined, this cannot be changed. 6 P a g e
Form Definition Description: Enter a description of up to 250 characters to convey the Form's purpose and/or details. This will help you to distinguish Form definitions from others with similar names, with some degree of detail. This field is optional. Form Name & Type Click on the Save button, and you will see a new screen containing a default XDC Form. This default form serves as a foundation from which the XDC Form is customized. The default XDC Form is divided into five sections: Form Properties and Processing Options Form Fields Ownership of Referral Partners/Contacts Created by Form Submissions Ownership of Prospects Created by Form Submissions (not applicable to Inquiry Type of Form) Security, Response, and Notification. 7 P a g e
External Data Capture (XDC) Definition Page Continuum CRM Documents Form Properties & Processing Form Fields Ownership Ownership Security, Response & Notification 8 P a g e
Form Properties and Processing Options This section contains general information about the Form, such as the Form Definition Name, Description, Form Definition ID, Created Date and Time, and Last Modified Date / Time. Edit Form Properties and Processing Options Click on the Edit button in the upper left-hand corner of the Form Properties box on the Definition Page. A new pop-up window will open. Edit This section also contains five important settings: Whether the Form is accepting submissions this setting determines whether the Form will be turned on or off (whether the Form will accept and route new records). An XDC Form can be turned on by simply clicking on the checkbox to the left of Accepting Submissions. Make sure that a Form can accept submissions before posting it to your Website or Intranet. Whether the Form will allow the creation of duplicate Referral Partners, Contacts and Inquiries if a visitor to your web form returns, this checkbox determines whether Continuum CRM will allow for the creation of a duplicate Referral Partner, Contact and Inquiry record. It is recommended you check this box, so that potential duplicates can be caught, and Prospects will be added to Referral Partners and Contacts that already exist in your Continuum CRM database. Note: A Referral Partner or Inquiry record is considered a duplicate if its field values for the Referral Partner Name, Inquiry/Referral Partner City, Inquiry/Referral Partner State, and Inquiry/Referral Partner Owner fields exactly match the field values for these same fields in an existing record. A Contact record is considered a duplicate if it is owned by the same owner, is linked to the same Referral Partner, and has the exact same first, middle, and last names as an existing Contact. The validation check is not case-sensitive in either case. 9 P a g e
How the Form should handle missing fields A field is missing when: o Someone has modified a Form s HTML code to remove a field without also removing this field from the corresponding Form Definition. o A field has been added to a Form Definition without regenerating the HTML from the XDC Form Definition and reposting it to the appropriate site. o As a result, data submissions will be missing fields when compared to the XDC Form Definitions in use. This setting allows an Administrator to determine how such a submission will be handled. In situations where a submission is missing a field, an Administrator can decide to either fail the entire submission, or have the submission continue as if the fields were present with blank values. How the Form should handle extra fields A field is extra when: o An XDC Form s HTML code has been generated and then modified to add additional fields without adding these same fields to the Form Definition itself. o A field has been deleted from a Form Definition without regenerating the HTML from the XDC Form Definition and reposting it to the appropriate site. o As a result, data submissions will include extra fields when compared to the XDC Form Definition in use. This setting allows an Administrator to determine how such a submission will be handled. In cases where a submission contains extra fields, an Administrator can decide to fail the entire submission, continue the submission while ignoring the extra fields, or have the data from these extra fields appended to the Referral Partner, Contact, or Prospect Notes fields. Time Zone The Form s Time Zone determines the time of submission. The Time Zone setting can also serve as the starting point for creating the default values of Date fields, and can also be used when creating default Prospect Names. 10 P a g e
Accepting Submissions Missing Field Handling Allowing Duplicates Extra Field Handling Form Fields The Form Fields sections is where Built-in Fields (BIFs) and Company Defined Fields (CDFs) from your Continuum CRM configuration can be added to the form. Fields placed on the form can be visible or invisible to the person that fills out the form on your Website or Intranet. Edit Form Fields To select fields to be included on a form, and to determine if they will be visible and have default values, you must Edit the Form Fields section. Click on the Edit button in the upper left-hand corner of the Form Fields box on the Definition Page. A new popup window will open. 11 P a g e
Edit Continuum CRM Documents All Referral Partner, Contact, and Prospect Fields are listed in the Available boxes to the left of the screen. All fields selected for inclusion in the Form are listed in the Selected Fields box on the right side of the page. When you begin building an XDC Form, certain required fields marked with ** s will already appear in the Selected Field Box. Select Fields Add 12 P a g e
To add additional fields, select them from the applicable Available boxes, and click on the corresponding Add>> button. To remove fields from the layout, select the fields you would like to remove from the appropriate Selected boxes, and click on the corresponding <<Remove button. Once you have selected all the fields you would like to include in the Form, click the Next button to continue to the next window. The first screen will ask if the Contact and Referral Partner similar fields should be treated as a single field. Determine if the fields should be shared and click the Next button. The next screen gives you the opportunity to select which fields are required and if they will be available on the form: Available on Form System required Fields have been manually unchecked in the Available on Form column after all, a customer visiting a corporate website will not be able to enter in this data. Fields that have the Available on Form box unchecked will have to be assigned default values on the subsequent screen. All fields to be displayed on the form for Users to enter data to must have the Available on Form box checked. Required Field All Continuum CRM built-in-fields marked with a ** automatically show a check mark in the Required Field column, as these fields are required by Continuum CRM to create a record. Additional fields can be required on the Form by checking off a field s checkbox within this column. For example, the Contact First Name field is not required to create a Contact record but can become a required field simply by checking off that field s checkbox in the Required Field column. Making a field required means that Users 13 P a g e
submitting information via the web form must provide all the required data to have their data submitted. When you have finished, click the Next button. The next window allows the Continuum CRM Administrator to: Set labels for all viewable fields (for example, the Referral Partner Name, Cont First Name, and Cont Last Name will be seen on the web form as Company Name, First Name, and Last Name. Set default values for fields regardless of whether these fields will be viewable on the Form. Default values should be used when standardization is being promoted or to streamline the Users interaction with the application. Once all Field Labels and Default Values have been set, click on the Save button to complete. 14 P a g e
Ownership of Referral Partners/Contacts or Inquiries Created by Form Submissions Records are created from the data captured via the XDC forms, and are assigned to the appropriate User based on ownership rules that you create. Edit Ownership of Records Created by Form Submissions Click on the Edit button in the upper left-hand corner of the Ownership of Records Created by Form Submissions box on the Definition Page. A new pop-up window will open. Edit There are three ways to determine the Owner of the Referral Partners/Contacts or Inquiries created by an XDC Form: Determined by Routing Rules o Creates Routing Rules based on certain criteria Determined on the Form o Makes the record owner field available on the XDC form and the end user selects the name of the record owner on the form itself Determined by the Administrator o The Administrator select all the Positions, Teams and Users to which records will be assigned. Records will be assigned automatically and on a round-robin basis. 15 P a g e
Select Ownership Method The Referral Partner/Contact or Inquiry Ownership: Routing Rules Window Referral Partner /Contact or Inquiry Ownership will be determined based on filters related to the Continuum CRM fields included in the XDC Form and several additional fields tracking record submission times. Before adding a rule, one is required to select the appropriate Positions, Teams, or Users that will receive the records that do not meet the criteria of any routing rule created. If more than one User is selected to own records that do not meet the Routing Rule criteria, these records will be assigned on a round-robin basis. To add a new Routing Rule, click on the Add New Rule button found on the upper left-hand side of the Routing Rules page seen above. 16 P a g e
Add New Rule 17 P a g e
Add Field for Rule 18 P a g e
Make Rule Save Once a Routing Rule has been completed, click on the Save button to return to the original screen. The new Routing Rule will be displayed in the table underneath the Add New Rule button. From this screen, additional rules may be added, or click on the Save button to return to the Form Definition Page. Newly Created Rules 19 P a g e
Ownership of Prospects Created by Form Submissions Records are created from the data captured via the XDC forms, and are assigned to the appropriate User based on ownership rules that you create. Edit Ownership of Prospects Created by Form Submissions Click on the Edit button in the upper left-hand corner of the Ownership of Prospects Created by Form Submissions box on the Definition Page. A new pop-up window will open. Edit There are four ways to determine the Owner of the Prospects created by an XDC Form: Determined by the Referral Partner and Contact Owner o Selecting this option, Continuum CRM will assign a Prospect created by the XDC Form to the same User that owns the associated Referral Partner and Contact(s). Determined by Routing Rules o Selecting this option, the Continuum CRM Administrator will create routing rules based on certain criteria. If this option is desired, click on the button to the left of Determined by Routing Rules and click on the Next>> button. Doing so will bring up a new window. Determined on the Form o Selecting this option, the Prospect Owner Field will be available on the XDC Form, and the end user will select the name of the Prospect Owner right from the Form itself. If this option is desired, follow these steps: Click on the radio button to the left of Determined on the Form. Enter the label that will be seen on the Form for the Prospect Owner field in the text box labeled Form Label:.. Select the names of all Users to be displayed on the Form from the Select Available Owner(s) box (to select more than one name, 20 P a g e
hold down the Ctrl key while clicking on the appropriate User names with the mouse). Determined by Administrator o Selecting this option, select all the Positions, Teams, and Users to which Prospects will be assigned and have them assigned automatically on a round-robin basis. If only one Continuum CRM User is selected, all Prospects submitted through the XDC Form will be assigned to him/her. Select Ownership Method 21 P a g e
If Positions and/or Teams have been selected for assigning Prospects and the Continuum CRM Administrator is not certain as to which Continuum CRM Users are included, the Administrator can click on the [Resolve to Users] button which will appear next to the Form Labels text box (see preceding Prospect Ownership: Ownership Method Edit window). A new Resolve to Users window will be launched, where the names of all Users eligible for Prospect Ownership will be displayed. The Prospect Ownership: Routing Rules Window Click on the radio button to the left of Determined by Routing Rules and then clicking on the Next>> button will bring up a new window. Prospect Ownership will be determined based on filters related to the Continuum CRM fields included in the XDC Form and several additional fields tracking record submission times. Before adding a rule, one is required to designate the appropriate Positions, Teams, or Users that will receive the records that do not meet the criteria of any routing rule created. If more than one User is selected to own records that do not meet the Routing Rule criteria, these records will be assigned on a round-robin basis. To add a new Routing Rule, click on the Add New Rule button found on the upper left-hand side of the Routing Rules page seen above. A new window will be launched. Follow the same steps as for the Referral Partner/Contacts & Inquiries windows 22 P a g e
Security, Response, and Notification The Security, Response, and Notification section of an XDC Form provides options to: Limit the sources of a Form Submission Determine responses in cases of successful or failed submissions Who should be notified in cases of such successful or failed submissions Edit Security, Response and Notification Click on the Edit button in the upper left-hand corner of the Security, Response, and Notification box on the Definition Page. A new pop-up window will open. Edit 23 P a g e
Response Mode Whether a Form is submitted successfully or fails to be submitted, the Continuum CRM Administrator can do one of the following: XML - Post the results of the data submission in XML. Redirect to URL - Redirect the person filling out the form to a different URL, notifying them that the data submission was or was not successful. A common successful redirect page says Thank You for submitting your inquiry. You will be contacted within the next business day. In this case, select the Redirect to URL option, enter the applicable URL address in the accompanying text box, and select the appropriate method by which data should be passed to this URL. From Email Info The XDC Form also allows the Continuum CRM Administrator to choose which email address should be used to notify the person submitting information via a form. The following options are available: Choose whether the response should come from the Record Owner Use a Static Entry Auto Response Email Emails can automatically be sent to the newly created record the Referral Partner/Contact/Inquiry or Prospect. Choose which email template to use from the dropdown list Choose the Email Field containing the Recipient s email address Continuum CRM User Notification Notify Continuum CRM Users of a newly created record. Choose which email template to use from the dropdown list Select the names of those Users who should be notified 24 P a g e
External Notification People who are not Continuum CRM Users can also be notified of successful/failed submissions via email. Choose which email template to use from the dropdown list Enter the appropriate email addresses in the text box. Be sure to list each email address on a separate line (do not separate them using a comma, space or other character) Auto Response Continuum CRM User External Notification 25 P a g e
Security HTTP-Referrer In the Security HTTP-Referrer box, list all Web, intranet, or Internet Provider addresses from which Forms can be submitted. The Administrator can add as many addresses to this list as required. By leaving this box blank, Continuum CRM will not check an incoming submission to make sure it is from a valid address any Web, intranet or Internet Provider will be able to send submissions. Note: When entering addresses into the Security HTTP-Referrer box, asterisk characters (*) can be used as wildcards representing any set of characters. Add URLs here Once you have completed making all the appropriate changes in the Security and Notification section, click on the Save button. 26 P a g e
Final Notes Once the XDC Form has been customized, the HTML code can be generated and posted to either an intranet or company web page. To generate the HTML, click on the Generate HTML button on the screen. Generate HTML This will launch the Generate HTML pop-up window, which includes the HTML coding for your XDC form. Preview Form 27 P a g e
Click on the Preview button to see a preview of the XDC form within a browser window. Browser Preview The code generated from the XDC Form can be used as-is, or can be modified to incorporate the same look and feel of a corporate intranet or public website. Be sure to test whether the form can correctly accept submissions before posting it for use. To conduct such a test, simply attempt to submit data through a preview page while the preview is in debug mode. 28 P a g e
To see if a form is in debug mode, check the Generate HTML page to see whether the SN_Debug value has been set to Y. Debug Value By keeping the preview in debug mode while submitting data, a submission can be simulated without creating records in Continuum CRM. Instead, the Preview page will generate a Debug Mode Results report which will a) notify you as to whether the submission would have been successful if the Preview page was not in debug mode and b) generate a preview of how the data would have been processed by Continuum CRM, after the data has been submitted. To disable the debug mode, simply change the Y value to an N. When a form is submitted while the debug mode is disabled, Continuum CRM will process it according to its definition. 29 P a g e