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GoldMine Premium Edition User Guide - W

1. Make any desired changes then click the Save template button GoldMine User Guide Contact Communication 95 Using the Mail Merge Properties for E mailing Select Go To gt Document Templates At the Document Management Center select the User from the drop down list whose template you want to edit Right click on the E mail template name and select Edit The Edit E mail window appears On the Recipient tab select options from the following areas O Contact Selection gt This Contact Merges the e mail message with the primary contact from the active Contact Record or select an additional contact from the drop down list gt All contacts linked to contact name Merges the e mail message with the primary and additional contacts for the active Contact Record gt All contacts in the following filter or group Merges the e mail message with ALL Contact Records or with the filtered group or contact group selected from the drop down list If you select All contacts linked to contact name or All contacts in the following filter or group select from to additional options gt Primary Merges the e mail message with the primary contact gt Additional Merges the e mail message with the additional contacts gt Other Merges the e mail message with the other e mail addresses associated with the primary contact gt Limit to E mail merge code Merges the e mail based on the code selected in the F2 Lookup list O D
2. 74 Creating RESOUICES 4 ie a tt data aa a ea a dt a ae ie ew oe da 75 Viewing the Resources Schedules i525 0 5 be dee ad is tata todos 75 Contact Communication 77 Overview e A Seas AA gale toate AS es tia ee 77 About the Document Centers 4 4 8 dae had ed As 78 Creating Document Templates 0 0 een ene e nent nee nen ees 78 To Create a New Document Template 79 To Clone an Existing Document Template 79 Adding Subfolders to the Document Management Center 0 0 00 79 Creating Document Templates with GoldMine Plus Installed 0000000222 80 Editing Document Templates 0 0 0 ene tenet beeen eens 81 Updating Templates a ORS Ve ing Sas oes ea eas 81 Faxing Correspondent 1 ee ene nen en ene nent ete S tenes 81 Faxing Your Default Fax Sheet 0 0 cc ee ene nee n nent n een eben enna 83 PRINTING DOCUMENTS ee at Sear ars 84 Printing Documents from the GoldMine Document Center 0 cece eee eee eee een ees 84 Using Mail Merge Properties for Printing 84 Printing Envelopes and LabelS oo oocoocoooooor 85 Using the E mail Center oo oooo 86 CEreating and Sending E Mall iii delatan 88 TO Add E mail Attachments lt lt aa RE ADA Usa RA A E A oR ERS 90 Seiiding Encrypted Esa 0 0 5 5006 rawes 90 Sending E mail to Multiple Recipients 91 C
3. eee eee Scheduling Literature 460165 55 ccc eee eee ees Scheduling Forecasted Sales 22 2000220 About Completing 60 1 6685 To Configure the Calendar to Display Completed Activities Completing Activities 0 To Complete Multiple Activities Completing Letters and Memos 4 About 00 3 eer AS About the Activity List 0 0 0 0 ccc cee ee eens Activity List Toolbar 0 Activity List Main Window 0 Activity List Options Sub Menu 0 0 0 e eee eee Activity List Date Range Dialog ooooooo Using the Activity List 0 View Window Activity List o ooooooooooooooo View Scheduled Activity ZOOM 02200 Printing Activities 0 Calendars OVEINVIEW week esi a Skee LS DARA AA wes Calendars Overview 000002 Calendar Parts ia oh tee eked oe ade Using the Calendar ttc teu otra eh aed Viewing Activities in the Calendar Using the Outline Calendar o oooooooooomooo Using the Peg Board 6 a cad Task Listin the Calendar 0000002 Occasions in the Calendar 0 0 ceo one ada dene we dewe et Adding or Editing Occasions Deleting an Occasion 0 Free Busy Configuration 0 ccc cece tee eee Configure Free Busy Options 00 00 cee cece eee eee Configuring Free Busy URLS 0 0 cece eee eee eee Sharing Free Busy T
4. GoldMine User Guide Contact Communication 109 Branching Scripts Workflow Before attempting to enter a branching script in GoldMine map the entire script structure on paper This strategy can be helpful in creating a branching script 1 Decide what questions to ask and the possible responses List questions with all the related responses directly below them Draw lines connecting each response to the appropriate follow up question Note each question can have several response lines leading to it However no response should have more than one line leading from it each response can only branch to one question 2 Number each question Try to select a numbering scheme that keeps questions in a natural sequence If there are sub branches within the script you will have to jump numbers A good rule to follow is to number the questions in a way that no answer leads to a lower valued question Number questions in intervals of 5 or 10 so additional questions can be inserted later in the script without having to change the numbering scheme 3 When all the questions are numbered follow each question back to the preceding answer and enter the question number next to the response These numbers are the Goto values entered into GoldMine 4 Determine if any questions should be omitted from the dialog Mark them on the worksheet 5 store the text of a selected response in a field enter the name of the field to be used next to the quest
5. O To reverse the sort order of the activities on the screen click on the column title the exception is the Contact column Activities GoldMine User Guide 1 2 54 3 Click X to close the window View Window Activity List A fully navigable browser of Scheduled Activities appears in the view window Browse to an activity mailbox occasion listing or holiday listing to highlight it in the main window Note that settings in the Show menu on the main window of the Activity List will effect what information is available to view View Scheduled Activity Zoom Use the Scheduled Activity Zoom to view basic information about an activity and complete or delete the activity Use the following procedure to use the Activity Zoom NOTE The Preview Pane can be used in place of the Zoom command on the context menu Right click an activity and select Zoom on the local menu 2 At the Scheduled Activity Zoom dialog box select the following Activity Activity type Code Assigned code Name Linked contact name Company Name of the linked company Phone Phone number Reference Reference assigned to the activity Alarm If Yes the activity has an alarm RSVP If Yes an RSVP is required from users Scheduled Primary user and date for the activity s scheduled time Creation The creating user and time created Updated If updated after creation the updating user and the time of update Text area Displays other assigned users resources and
6. For additional information refer to the following topics Linking E Mail Messages see page 246 Sending E Mail Messages see page 248 Creating a GoldMine Contact Record from an Outlook Message see page 249 Displaying the Linked Contact Details in Outlook see page 363 Setting the Contact E Mail Pane Display Options see page 365 Linking E Mail Messages An e mail message can be linked to a GoldMine Contact record either during composition or from a message in one of your Outlook folders Inbox Sent Items Drafts etc New messages are linked using the Link this e mail to drop down list and existing messages have options in the GoldMine panel for the selected message For additional information refer to the following topics To Search for a GoldMine Contact to Associate an E mail Address see page 247 To Manually Link Messages to a GoldMine Contact see page 247 To Link Multiple Messages see page 247 To Setup Auto Linking of Messages to Contact Records see page 362 To Setup Linking Exclusions see page 363 To Set How the E Mail is Linked to a Contact see page 362 To Unlink an E Mail from a GoldMine Contact see page 248 246 Outlook Integration GoldMine User Guide To Search for a GoldMine Contact to Associate an E mail Address If you want to search for a Contact to associate an existing e mail address follow the steps below 1 Select an unlinked e mail from the Outlook Inbox Under the Senders and Recip
7. O Select Actions gt Send Outlook Message see Outlook Mail on page 246 O Clicking the New Message button on the E mail Center toolbar O Replying to pending activities NOTE When Action gt Send Outlook message is used or Outlook compose window is opened by clicking ona hyperlink inside of GoldMine an email is linked to a contact only if a corresponding Auto linking setting or a manual linking feature of GoldMine Outlook Integration is used For more information see To Setup Auto Linking of Messages to Contact Records on page 362 and Set Outlook as Default E mail Application for GoldMine on page 357 2 The From text box uses the logged in user s name and e mail account To change to a different e mail account for the logged in user select the account in the drop down list 3 The To text box populates with the name and e mail address of the current contact To change to an alternative name and e mail address associated with the current contact select the name from the drop down list 4 Tosend the e mail to additional recipients in the Additional Recipients box click the Cc drop down menu and select the from the following recipient types O To Adds recipients to the To list O Cc Sends copies to other recipients O Bcc Sends a blind copy to other recipients You can have any combination of recipients types within the Additional Recipients box NOTE GoldMine only links e mails to contacts on the To text box Any other
8. e Change a template to maintain by the original file name To Update a Template 1 Select Go To gt Document Templates The Document Management Center opens 2 At the Document Management Center right click the template you want to update and then select Properties The Document Template Properties dialog box opens 3 work with the template s layout select Edit GoldMine starts the linked target application 4 Work in the target application to make changes and update the template For example if you are working in Microsoft Word use the commands on the GoldMine menu to add or change text and merge fields 5 Select GoldMine gt Update GoldMine Template Microsoft Word overwrites the previous file with the modified file Faxing Correspondence You can fax correspondence from GoldMine if you install one of these applications GoldMine User Guide Contact Communication 81 Symantec WinFax PRO 7 01 or later Check the version of WinFax PRO by selecting the WinFax main menu command Help gt About To use Symantec WinFax PRO you must have Microsoft Word version 7 0 or later installed with the WinFax PRO printer driver RightFax a network faxing system To use RightFax you must install a printer driver in Windows named RightFax configured to print to the RightFax server Zetafax 7 5 or later Third party add on OmniRush provides an integrated fax support solution For details visit www frontrange com or the Z
9. 1 Select Go To gt Campaigns gt GoldMine Campaigns or click Campaigns in the Navigation Pane 2 Atthe Campaign Management Center click OK 3 Atthe Campaign Management Center dialog box select an option Create Campaigns see Creating Campaigns on page 207 Clone Campaigns see Cloning Campaigns on page 208 Rename Campaigns see Renaming Campaigns on page 208 Create a New Campaign Task see Creating New Campaign Tasks on page 208 Complete a Campaign Task see Completing Campaign Tasks on page 209 Delete Campaigns see Deleting Campaigns on page 209 Delete Campaign Tasks see Deleting Campaign Tasks on page 209 00000000 Modify Campaign Properties see Changing Campaign Task Properties on page 209 206 Marketing Tools GoldMine User Guide Creating Campaigns You can use marketing campaigns to consolidate a variety of communication activities Use the following procedure to create a campaign it displays in the Campaign Management Center navigation pane 1 Select Go To gt Campaigns gt GoldMine Campaigns 2 At the Campaign Management Center window in the navigation pane right click and select New Campaign or click New Campaign on the toolbar The Campaign Creation Wizard opens 3 Click Next 4 Atthe Select Contacts dialog box select a filter or group from the drop down list O To change the filters or groups to those of a different owner select lt Filters of gt or lt Groups of gt The Select a User
10. About Territory Realignment o ooooooooooooo Using the Territory Realignment Wizard Opportunity and Project Management 0 0 att Using the Opportunity Manager oooocoocoocoooooo Creating OpportunitiesS oocoooocoooocooonmooo Creating Opportunity Templates o o o o Creating Opportunities Based on Templates Using the Opportunity Wizard 77 Using the Project Manager 0 o Creating Projects 0 Editing Projects ae Creating Project Templates o oooooooooo Using the Project Wizard 0 0 cc ccc ee eee eee Managing Opportunity and Project Details Editing Project 600 8055 0 00 cece eee eee Editing Opportunity Influencers ooooooo Editing Products and Services o oooooooomomooo Editing TASKS td e daa da a Editing Teams 3 dada di it ee Rie Editing 56 5 2 DR IR Editing Notes for Opportunities and Projects Editing 000601075 777777 Editing Details Links ii ai Editing Pending Activities for Opportunities and Projects Editing History Information for Opportunities and Projects Contact Management OVETVIE Won raras ue it as ata About Contact Record 05 5 To Customize Contact Record TabS About Creating Contact RecordS o ooooooomoooo Creating New Default Record 1065 Creating a New Contact
11. Adding or Editing Occasions Use the following procedure to add or edit an occasion 1 Click the Day or Week tab at the bottom of the Calendar O To Add an Occasion right click the Occasions list area and select New to open the Create an Occasion dialog box O To Edit an existing Occasion select and item on the list right click the Occasions list area and then select Edit to open the Edit an Occasion dialog box TIP You can also create or edit an occasion by opening the Contact Details Edit gt Record Properties gt Contact Details and then clicking either the New or Edit button on the Occasions tab 2 Type the occasion name in the Reference text box 3 Click the search button beside the Contact text box and select one option O Select another contact from this Record Select an additional contact on the current contact record O Look up another contact Opens the Contact Search Center to search for a contact O Create a new contact Opens the New Company and Contact dialog box to create a new contact 4 Type any notes about the occasion in the Notes field GoldMine User Guide Calendars 63 If the occasion is assigned to another user select from the User drop down list Select a category such as birthday in the Category drop down list In the Options area configure O Code Select the code in the F2 Lookup list O Color Select the calendar display color for the occasion in the drop down list O Mark as Private Selec
12. Auto Updating Resources Using the Resource s Master File Creating Resources Viewing the Resources Schedule Auto Updating Resources Auto updating of resources quickly completes or deletes scheduled resources based on your selection criteria In the Resources Activity List dialog box select Auto Update The Auto Update Resources dialog box appears O Complete ALL of the Activities currently displayed Completes the scheduled resources and updates with the specified result and success O Complete selected Activities Only Completes the scheduled resources selected in the Resource Schedule dialog box based on the specified date range and updates with the specified result and success O Delete ALL of the Activities currently displayed Deletes the scheduled resources in the Resource Schedule dialog box O Delete selected Activities Only Deletes the scheduled resources selected in the Resource Schedule dialog box based on the specified date range When completing scheduled resources a Specify a result code and success level for completed resource activities b Type a result code in the Result text box c Select Successful or Unsuccessful in the Success drop down list If you selected Complete or Delete selected Activities Only select Date range and select From and To dates using the F2 graphical calendar Click OK 1 Using the Resource s Master File To fully use GoldMine s resource scheduling features enter a re
13. Click OK When the merge is complete the results appear in the GoldMine Process Monitor window Faxing Your Default Fax Sheet When you use the Fax capability GoldMine opens the application used to create the template such as Microsoft Word then displays the template with information merged from the contact s record You can also fax a correspondence using a default fax template To Fax a Correspondence with a Default Fax Template 1 Select Go To gt Document Templates The Document Management Center opens 2 Open any contact record and then select Actions gt Write fax to contact GoldMine User Guide Contact Communication 3 Printing Documents Printing Documents from the GoldMine Document Center e Using Mail Merge Properties for Printing e Printing Envelopes and Labels Printing Documents from the GoldMine Document Center You can print documents for one contact or for a filtered group or group of contacts 1 Select Go To gt Document Templates The Document Management Center opens 2 Select the User from the drop down list 3 Highlight the document template you are printing and right click 4 Select one of the following options O Merge amp Edit Opens the document on the screen with the inserted GoldMine fields populated with information for the current contact record Edit the document as needed and print using the program s print command Due to a Microsoft limitation the GoldMine menu in Microsoft
14. Firm LLC Web site at www zfirmllc com To Fax a Correspondence from the GoldMine Document Center Select Go To gt Document Templates At the Document Management Center right click on Fax Fax Cover Sheet gt Fax The Mail Merge Properties dialog box opens At the Contact Selection area select the contact or contacts you want the fax to reach by clicking on the appropriate radio button O This Contact Merges the fax with the primary contact from the active contact record or an additional contact selected from the drop down list O All contacts linked to contact name Merges the fax with the primary and additional contacts for the active contact O All contacts in the following filter or group Merges the fax with all contact records or with the filtered group or contact group you select from the drop down list Contact Communication GoldMine User Guide 1 2 82 4 Ifyou select All contacts linked to contact name or All contacts in the following filter or group you can also select these options O Primary Merges the fax with the primary contact O Additional Merges the fax with the additional contacts O Merge code Merges the fax based on the code you select in the F2 Lookup list 5 Atthe Delivery area at the To box select Fax and at the Queue for x days box select a number of days to delay the printing or sending of the document This option sets the fax to print at a selected number of days in the future 6
15. For this scenario the contact publishes her free busy time and provides you with the published location Configure the contact s free busy settings With the contact active in GoldMine select Schedule gt Appointment The Schedule an Appointment dialog box opens Configure the Detail tab Select a date time and duration Configure the Resource tab Selected resources display on the Free Busy tab Configure the Free Busy tab Click Options and select the Show Contact s Display Option to display the contact s free busy time on the Free Busy tab 6 Change the Scan Dates and use Find Time to easily locate a compatible time for both parties without time consuming phone calls meeting requests or e mail messages Distributing Your Free Busy URL to others 1 Copy and paste the URL into an e mail message to send to a contact 2 Add to the Details tab of your Contact record and save as vCard vcf When you send a vCard with your signature the free busy URL is included 66 Calendars GoldMine User Guide Setting Free Busy Times For GoldMine to read a contact s published free busy times you must configure the contact s Contact Details to access the file After setting the path you should see the contact s free busy times when using the Free Busy tab while scheduling an activity Use the following procedure to set free busy times 1 With the contact record active in GoldMine select Edit gt Record Pr
16. In the Contact Search Center right click in the column area and select Select Columns The Browser Column Selection dialog box appears To add a field to the displayed browser columns select the field name in the Available columns list and click the right arrow The field is added to the bottom of the Selected columns list e Fields are listed in the order displayed in the Center To change the order to the displayed fields select the field in the Selected columns list and click Up or Down e To remove a field from the Center display select the field name in the Selected columns list and click the left arrow The OK button is available only after you make a change in the dialog box If you do not make any changes click Cancel to close the dialog box Setting Record Scroll Order in the Contact Search Center When working with Center search results and Records apply the Set Record Scroll Order option To Set Record Scroll Order 1 Inthe Center display search results in the browse columns 2 Right click in the browser columns and select Set Record Scroll Order The record you select in the browse columns automatically becomes the displayed Record 3 Turn off Set Record Scroll Order using the same method GoldMine User Guide Contact Search Center 171 Universal Search Your organization might have information stored in many places in your GoldMine Premium Edition database in e mails contact notes activity notes linked d
17. See Using the Optimizing Filters Options on page 184 11 Click OK The filter appears in the Filters and Groups window 12 Click Properties to view and edit the filter 13 Select the filter and click Delete to delete the filter Filter Expression Operators Operators specify the criteria a field must meet to be included or excluded from a filter Select one of these operators Equal to Tests for an exact match between the field designated in Field Name and the entry in the Value field When the data field and comparison value match the record is selected Example Selecting the field City and the Value entry Los Angeles creates the filter City Equal to Los Angeles that will select every record with the City entry of Los Angeles e Not Equal to Tests for a difference between the field designated in Field Name and the entry in the Value field When the data field and comparison value match the record is selected Example Selecting the field City and the Value entry Los Angeles creates the filter City Not Equal to Los Angeles Each record with the City entry of Los Angeles will not be selected Records with City entries of any other city will e Greater than Tests for a value in the data field alpha numerically higher than the comparison value In a test for alphabetic entries such as City a higher value is one that comes after the entered value meaning later in the alphabet When the data fields value is alphanumer
18. Use the Column Selection tab to choose the columns to display in the Case List Tab Selection Use the Tab Selection tab to choose the tabs to display in the Case Manager GoldMine User Guide Service Center 1 Click the Tab Selection tab and select from the following options NOTE For each tab title listed clear the associated checkbox to hide tab from view e Move Up Repositions the tab Select a tab and click Move Up The tab moves up one position Move Down Repositions the tab Select a tab and click Move Down The tab moves down one position e Customize tab labels globally Applies changes to all users Select the checkbox if you want changes to apply to all users Rename Renames the tab Select a tab and click Rename At the Edit Tab label dialog box type in the new tab label and click OK The new tab name appears Reset Return the tabs to default order Labels Use the Labels tab to change the labels for the fields used in the Case properties dialog box To change the field label double click the New Label field that corresponds to the Default Label Enter a new label and then click OK Service Center GoldMine User Guide 222 About the Set Case Number Mask Dialog Use the Set Case Number Mask dialog to set up protocols for case numbers in the Service Center The Set Case Number Mask dialog contains the following elements e A Preview field Preview your numbering format based on choices you make in the setti
19. display all scheduled activity types except opportunities and projects Not available for the Actions tab only Next Actions View Displays options Detailed View Displays the details of the selected activity display in the lower portion of the Activity List Sync Contact Displays the contact linked to the selected activity in the Activity List Show Contact Displays the name of the contact in the Contact column of the browse window Show Company Displays the name of the company in the Contact column of the browse window Link Displays the links a selected activity to the active Record Roll over Displays the Roll over ALL displayed activities dialog box Forward activities to another user and or another date Auto Update Displays the Auto Update Activities dialog box Complete or delete multiple activities for a selected user This option is available only on selected activity tabs Filter Activity Filter dialog box Define conditions for selecting activity records to display Activities GoldMine User Guide 52 Activity List Date Range Dialog The Activity List displays activities for all dates by default to select from a broad range of dates select an option from the Date Range dialog All Date Displays all activities without regard for date Date Range Opens the Activity Date Range dialog box Options are similar to the menu items Today and Prior Today s activities and past activities Yesterday Yesterday s activi
20. 39 O Users Schedule users to the activity See Scheduling Activities to Users on page 41 O Resources Select from company resources to schedule to the activity See Scheduling Activities with Resources on page 42 O Free Busy View the available time of the scheduled users See Scheduling Activities Based on Available Times on page 42 O Recurring Schedule the activity to occur on a regular basis See Scheduling Recurring Activities on page 43 O Series Schedule the activity to a group of contacts See Scheduling Activities Based on Series on page 44 3 Click Schedule to complete scheduling the activity Scheduling Activity Details Use this procedure to schedule Calls Next Actions Appointments Other Actions and Events 1 Select Schedule gt lt an activity gt such as Call 2 Atthe Schedule lt an activity gt Detail tab select the Contact s To schedule the activity to the current Contact and to other Contacts click the Search button to the left of the Contact field Select one option O Select another contact from this record lists additional contacts for the contact record O Look up another contact launches the Contact Search Center see Searching for Contact Records on page 168 O Select multiple contacts opens the Contact s Selection dialog box see To Modify Contacts for a Scheduled Activity on page 41 O Select filter or group opens the Select contact Filter Group dialog box NOTE Appointments scheduled
21. 466016 777 Duplicate Warnings 0 cc cece cece eee ens Duplicate Company or Contact Names Duplicate Phone Numbers 0000 c cece eee Duplicate E mail 200765565 7777 7 GoldMine User Guide Adding Contacts to an Existing Company lt 153 Required Frelds Alert Dialog BOX cocido a eee eae bbdd 153 Editing Contact R cords td A RR 154 Printing Contact Records 33 3 oa os a be bee be bee lesb as 155 Linking Files to 3 Contact Record sed a eee a dd a hod bbe 155 Displaying Multiple Contact Records 155 Deleting Contact Records E EEA EE EEE 155 Usine the Delete Wizards i ie e heel etl e bs Nba das de 157 Working with Contact Details n eens 158 About the Relationships Tab nnenes 158 Creating Relationshipssicescer oe ee a do a da 158 Adding Contacts To Existing Relationship Trees 158 Creating Relationship Sections 0 0 ccc een ene nen ene n eens 159 Adding Contacts to Relationships 160 About the Details Taba ti ae nis oe ee ES 160 160 Creating Details Information Fields 161 Deleting Custom Detail Tabs cui a ainda 161 Deleting a Detail Record 2 A BE REE ER WEE EE ER 161 About the Pending Tabi tii Seared aera sede Hed odie d bd A ele eee 161 Activities Locali Men een katong eed haat ROE BAe etek ld ah lea 162 About t
22. Based on Series on page 44 Scheduling Forecasted Sales A forecasted sale is an estimate to record the anticipated close date of a pending sale with one of your contacts Forecasted sales are different from other activities because they include a product or service an anticipated sale amount and the probability of the sale closing For more information on scheduling forecasted sales see Scheduling Forecasted Sales on page 122 About Completing Activities Use the Complete menu to record any activity you complete whether scheduled or unscheduled For example if a contact calls unexpectedly make a notation in the history file even though a call was unscheduled In this situation select the type of activity to complete from the Complete menu After completing a scheduled activity the Calendar record is removed and a record is posted to the linked contact s history file indicating what was accomplished Complete a scheduled activity from e The Contact record s Pending tab e An Activity List s tabs The Calendar The Complete menu O Scheduled Calls O Unscheduled Calls GoldMine User Guide Activities 47 Message Next Action Appointment Sale Other Action Event To do Correspondence gt Letter Memo gt Literature Request gt Pending Activities 00000000 To Configure the Calendar to Display Completed Activities Right click to display the local menu then select Activities or click the Select
23. Contact Sending E Mail Messages 20 To Link a New Message to a GoldMine Contact To Search for a Contact Record 000 To Select a Regarding Option for a New Message To Use an E Mail Template for a New Message Creating a GoldMine Contact Record from an Outlook Message Outlook Calenda b riei eked a Ea Schedule a Calendar Activity 0 0 0 0 cece eee eee To Schedule an Appointment 02 To Schedule a Meeting 0 ccc ccc eee eens OUTIOOKCONTACtS eee a DAN Search for Contact in GoldMine to Associate an E Mail Address Create a New GoldMine Contact from the Outlook Contact Manage GoldMine Customer ContactS oo ooocooooooooo Outlook Ta SKS ihc ia AA AAA aa aca tb Gla AN Go Create a Task in 000 Create and Link to a New GoldMine Task GoldMine Mobile Edition Features OVNI Wir AA ae Rea a Configuring and Using Mobile Edition o oooooooo Resources Additional 6 630 ContactUs es A enon well Be Glossary Index GoldMine User Guide 12 Table of Contents GoldMine User Guide 6 WELCOME GOLDMINE PREMIUM EDITION GoldMine is a powerful tool designed to automate and manage your day to day business activities Maintain business 13 relationships manage time establish and achieve goals more easily than ever before with new fea
24. Details in Outlook see page 366 240 Outlook Integration GoldMine User Guide GoldMine Outlook Overview When you install GoldMine with the GoldMine Plus For Microsoft Outlook option three main component changes appear in Outlook e GoldMine Toolbar For more information see the following topics e About the GoldMine Toolbar e About the GoldMine Outlook Navigation Buttons e About the GoldMine Outlook Panel About the GoldMine Toolbar The GoldMine toolbar is added to Outlook with the GoldMine Plus For Microsoft Outlook add in There are three buttons on this toolbar Setup GoldMine Plus opens the Setup GoldMine Plus for Microsoft Outlook dialog box see Setting Up GoldMine Plus for Microsoft Outlook on page 355 Launch GoldMine open GoldMine and brings it to the top of any other windows open Disconnect From GoldMine disables the integration functionality and the button text changes to Connect to GoldMine Click this button again to reconnect Outlook and GoldMine GoldMine User Guide Outlook Integration 241 About the GoldMine Outlook Navigation Buttons The GoldMine Plus For Microsoft Outlook add in adds the GoldMine Outlook Navigation Buttons below the standard Outlook buttons in the Navigation Pane The GoldMine Outlook Navigation Buttons list also contains a Preview Window at the top of the buttons The content of the Preview Window changes depending on which GoldMine Outlook Navigation Button is currentl
25. GoldMine User Guide About the Summary Tab Displays activity information for the contact and the contact record You cannot change the field settings in the Summary tab The tab contains Comments Displays miscellaneous information of up to 65 characters Scroll to display entire contents Prev Result Displays reference information entered for the last calendar activity for this contact Automatically updates each time a calendar activity is completed Edit as needed Next Step Displays information about the next activity as sorted by record type code Next Action Earliest scheduled date of a next action for this contact Automatically maintains the date of the pending Next Action scheduled on the Calendar Appointment Date of the first scheduled appointment Call Back Date of the earliest scheduled call back Forecast Date of the forecasted sale recorded on the Calendar with the earliest predicted close date Last Contact Updates date and time fields whenever a telephone activity is successfully completed Last Attempt Updates date and time fields whenever any activity is completed as unsuccessful Last Update Updates fields to indicate user who last edited the contact record and the date Creation Updates fields to indicate user who created the contact record and the date Record Displays n a in the field because SQL databases do not run true record counts Run an SQL query to get a record c
26. Guide Activities 51 Complete button This button allows you to view and or edit a completed task For example you might complete a sale but you want to Schedule a Follow up phone call or add Notes to the activity Select the activity and click the Complete button A popup window where you can add or edit your activity appears Activity List Main Window The Activity List Main Window contains three panes Table panel A table pane displaying activities which can be sorted and filtered by any of its five columns Use the drop down menu at the head of each column to select sort criteria or select custom to open the Custom Autofilter dialog for the selected column Summary panel A summary pane at the bottom left of the Activity List Main Window displays Creation Updated Contact Company Phone and Extension fields for the selected activity Reference panel A reference pane at the bottom right of the Activity List Main Window displays Reference and Notes fields for the selected activity Activity List Options Sub Menu The Activity List Options sub menu consists of the following Date Range Displays a date range submenu Specify the range of dates to display activities for in the Activity List See Activity List Date Range Dialog on page 53 User Displays the Select a User dialog box Select a GoldMine user s activities to view Activities Displays the Select Activities to View dialog box to display activity types By default
27. O Probability Select the percent opportunities should begin at O Forecast Type or select the expected revenue for the template type When you create an opportunity based on the template the information in the Revenue text box populates the Forecast text box on the Opportunity Properties dialog box O Number of days to close Type or select the number O Task dates to be based Select the date entered for tasks set up for the opportunity This date appears in both the Start Date and End Date fields of the Task dialog box 3 Click OK to save and close NOTE For more information about the various tabs located on the page refer to Using the Opportunity Manager on page 133 GoldMine User Guide Opportunity and Project Management 135 Creating Opportunities Based on Templates 1 Inthe Opportunity Manager right click the upper pane and select New gt New Opportunity based on a Template The New Opportunity dialog box appears 2 Company defaults to the current Contact Record To change Company click the Contact Search button and select a different contact using the Contact Search Center Select the associated Contact in the drop down list In the Templates of User drop down list select the owning user of the template to use In the Please select a template of the select user drop down list select the template Click OK The Opportunity Properties dialog box appears Be SP Type or select the Opportunity name NOTE Man
28. Overview An activity is a time specific or event based action linked to a contact You can schedule view and complete activities Activities scheduled for a future date and time store as records in GoldMine s Calendar Information about completed calls appointments kept and messages received transfers from the Calendar and the related contact s Pending tab to the History tab where it stores as a completed activity record View activities for users for a particular date or for a contact Use the Calendar to view activities by date the Activity List to view by activity type and the Pending tab on the contact record to view the contact s activities for the contact Each activity record whether still pending on the Calendar or completed in the history file is linked to a contact record Connecting activities to contacts establishes a relational link to track the progress of customer relationships Benefits of Using Activities Scheduling and Completing Activities Auto Updating Activities Scheduling Literature Requests Scheduling Forecasted Sales About Completing Activities About GoldAlarm About the Activity List Using the Activity List View Scheduled Activity Zoom Printing Activities View Window Activities A fully navigable browser of Scheduled Activities appears in the view window Browse to an activity mailbox occasion listing or holiday listing to highlight it in the main window NOTE Settings in the Show me
29. Sales Dashboards Management Dashboards The Management Dashboard Group is mainly used view activities customer service and sales e Activity Dashboard Activity Summary Dashboard Case Dashboard Lead Dashboard Management Dashboard GoldMine User Guide Dashboards 33 Activity Dashboard The Activity Dashboard provides a quick look at the appointments and calls for the current user The Dashboard is divided with appointment information on the top and call information on the bottom The Year and Quarter can be selected from drop down lists and tabs in each section provide access to the following information related to e Completed Appointments Summary e Completed Appointments Details Completed Appointments Summary Table Completed Calls Summary Completed Calls Details Completed Calls Summary Table Activity Summary Dashboard The Activity Summary Dashboard provides a quick look at the Open and Closed Activities for the selected user and can be sorted by month and activity type The Dashboard is divided pie charts in the top half by month and quarter The bottom half contains details by month and activity type with links e Open Activities by User Summary Chart e Open Activities by User Details e Closed Activities by User Summary Chart e Closed Activities by User Details Case Dashboard The Case Dashboard provides a quick look at the customer service processes for the current user The tabs and an a
30. Sales by User Closed Sales by User Open Sales by Territory Closed Sales by Territory Opportunity Dashboard The Opportunity Dashboard provides a quick look at opportunities by stages and user The Year and Quarter can be selected from drop down lists and tabs in each section provide access to the following information related to e Opportunities by Stages e Pipeline View e All Opportunities by User Sales User Dashboard The Sales User Dashboard is primarily used by end users to review their to do lists calendar inbox and progress toward sales objectives quota forecast closed Tabs in each section provide access to the following information related to e Activities E mails e Achievements The Quota Period is the range of dates comprising the period By default GoldMine defines a Quota Period as one month but the period can be changed in the Quota Profile dialog box To change the period open the Go To menu and select Analysis gt Quota Analysis For more information see Using Quota Analysis on page 127 If you create or update a Quota Analysis in GoldMine the data might not properly refresh in the Sales User Dashboard To refresh the data on the Sales User Dashboard open GoldMine and select Go to gt Analysis gt Quota Analysis from the menu Then right click the Quota and select Re calculate from the context menu GoldMine User Guide Dashboards 35 36 Dashboards GoldMine User Guide Activities
31. Select the user in the drop down list Notes Type a complete description of the issue OO0000 3 remove the task from the list right click and select Delete 4 Toadd an Issue right click and select New Editing Notes for Opportunities and Projects The Notes tab displays a general text box Edit the notes using the local menu Use the following procedure to edit notes 1 Inthe Opportunity or Project Manager click the Notes tab in the lower pane 2 Toadd a note click the mouse in the text box A blinking cursor appears Type text to add to the note 3 To edit the note highlight the text to alter and right click 4 Atthe local menu complete the fields as needed Undo Undo the last editing action on highlighted text Cut Removes the select text Copy Copies the selected text to the clipboard Paste Pastes the last copied text to the location of the blinking cursor Delete Deletes the text Select All Highlights all the text in the note 000000 144 Opportunity and Project Management GoldMine User Guide Editing Competitors The Opportunity Manager Competitors tab displays the Company Product Strengths Weaknesses Rating Status and Contact columns Competitors are companies or contacts who are your competitors for a sale Edit the competitors using the local menu 1 Inthe Opportunity Manager select the Competitors tab in the lower pane 2 Tochange the competitor options right click and select Edit
32. Support HEAT PowerDesk iHEAT HEAT Self Service HEAT Manager s Console HEAT Answer Wizard HEAT Quick Start Wizard InfoCenter Automated Processes First Level Support enteo DeviceWall Centennial Discovery Discovery Dashboard MicroAudit SAM The HEAT ls On and other FrontRange products and brands Other Trademark Information Microsoft SQL Server is Copyright 2008 Microsoft Corporation All rights reserved This software includes software developed by the Apache Software Foundation http www apache org This program includes Firebird SQL Database Engine v1 5 Firebird SQL Database Engine v1 5 was developed by I nprise Corporation now called Borland Software Corporation Copyright 2001 2005 All Rights Reserved For FBExport see http fbexport sf net The Sentry Spelling Checker Engine Copyright 1999 Wintertree Software Inc Portions Copyright 1998 2008 The OpenSSL Project All rights reserved The Edraw Component provided in this product is copyrighted by EdrawSoft Microsoft products brands and trademarks including Microsoft Windows Windows Server Windows Vista SQL Server and Internet Explorer are the property of Microsoft Corporation in the United States and or other countries Other products and brands are the trademarks of their respective owners or companies Contact FrontRange Solutions USA Inc at legal frontrange com March 2014 3 Tabl
33. The Competitor dialog box appears O Competitor Type or select the competitor from the F2 Lookup list or click the search button to the right to launch the Contact Search Center and select a company Contact The contacts and additional contacts listed in the drop down list depend upon the company selected Rating Type or select the competitor s rating Status Type or select the competitor s status Product Type or select the product name or type Strengths Type or select the strength of the competitor s product Weaknesses Type or select the weakness of the competitor s product 0000000 Notes Additional information about the competitor 3 change a linked competitor right click and select Relink to Another Contact The Contact Search Center appears Select the contact to exchange with the highlighted contact from the Competitor tab 4 To display the Contact Record of the selected competitor in the Opportunity Manager right click and select Go to Contact Record The Contact Record window displays the selected contact 5 To delete a competitor from the list right click and select Delete 6 Toadd a competitor right click and select New The Competitor dialog box appears Editing Details Links In the Opportunity or Project Manager the Details Links tab links documents program executables and Web sites to the opportunity or project The tab displays Item Reference and Linked Document columns Edit the Detail Links inf
34. Time Scan Settings changes to display the date being scanned and the time GoldMine scans for a time based on the duration of the activity The Duration defaults to the duration specified on the Detail tab but can be modified on the Free Busy tab in order to successfully schedule an activity 7 Select another tab or click Schedule to add the activity to the calendar GoldMine User Guide Calendars 69 Creating Meeting Requests As organizer of an activity you can send a meeting request for the activity to a user or contact who has iCalendar enabled Use the following procedure to create a meeting request Select Schedule gt lt an activity gt from the menu At the Schedule an activity dialog box complete the Details tab with the appropriate information On the Details tab select Send a Request with the lt activity gt to and then select an option from the drop down list On the Users tab select the GoldMine users or group to include in the activity On the Resources tab select the resource s to schedule with the activity On the Free Busy tab review the schedules of other attendees and set the scan settings to find scheduling conflicts On the Recurring tab specify the date and time range and occurrence pattern SN ee Se OMS On the Series tab schedule the activity at the same time for all selected contacts or a series of activities with different time for different contacts Outlook is unable to resolve the Skip Weekends
35. Toolbar The General E mail Center Toolbar contains buttons and menus for creating sending receiving and filing e mail messages setting up e mail rules templates and distribution lists and editing e mail options Buttons in the toolbar will appear and disappear depending on the type of activity you are performing The General E mail Center Toolbar differs depending on which folder is opened in E mail Center assuming there are letters in them e lf an online folder is opened then General E mail Center Toolbar consists of e Contact Communication GoldMine User Guide 86 New Message Print Refresh Delete Stop Reply Reply to all Forward and Actions which is a drop down button with the following functions Get selected items Get all Items Set up E mail rules Customize E mail templates Set up Distribution lists Sync Contact Show Preview Edit E mail Options e Ifan Inbox or any sub Deleted or Filed subfolder is opened then General E mail Center Toolbar consists of New Message Print Refresh Delete Reply Reply to all Forward File it with its options Re link Unlink and Actions which is a drop down button with the following functions Mark as Read Un read Set up E mail rules Customize E mail templates Set up Distribution lists Sync Contact Show Preview Edit E mail Options e ifan Outbox or Drafts folder is opened then General E mail Center Toolbar consists of New Message Print Refresh Delete Re link
36. a filter GoldMine searches through the database for contact records meeting the criteria Once a group is created membership is fixed and you can work with the group members without performing the search again Each member contact record remains in the group until removed However since each record evaluates when the filter is activated a selected filter displays new contact records added to the database if they match the filter s criteria Groups also have optional sort capabilities letting you list member records in the order best fitting your needs Using Filters and Groups When you have a large number of contact records in your database create subsets based on criteria to categorize groups of records to access for special activities Example Create a subset of contacts you telephoned in the past week and send a mass mailing only to those contacts Create and manage subsets of data using filters and groups and the Filters and Groups dialog box or in the Contact Search Center where you can build and save search criteria as Filters or search results as Groups 1 Select Tools gt Filters The Filters and Groups dialog box appears 2 Click a tab O Filters Create and delete filters Also activate and release filters see Creating Filters on page 181 and Activating and Releasing Filters on page 192 O Preview Preview filter results See Using the Previewing Filters Options on page 185 O Group Build groups an
37. active contact filter O Contact Filter Searches within a contact filter O Contact Group Searches within a contact filter If there are no active filters the owner and name fields are not activated they are grayed out gt If there are no active groups the owner and filter name fields are not activated they are grayed out gt If there are active groups at the Group owner field select the group owner At the Group filter name field select the name of the filter O Search Filter Searches within contact filters create for Universal Search 5 At the Filter owner field select the group owner At the Filter name field select the name of the filter NOTE You can save Universal Searches by tagging a record then right click and select Save As 174 Universal Search GoldMine User Guide Setting Universal Search Options Set up your search options according to your needs GoldMine Premium Edition allows you to create filter expressions in an operation such as performing a global replace based on a filter 1 Navigate to Go To gt Search gt Universal Search and click the Advanced checkbox 2 Click Options The Properties dialog box opens 3 At the General tab select from the following options O Use Universal Search By Default Click this checkbox to enable Universal Search as the Navigation panel search field search engine O Use docked mode for search screen Click this checkbox to dock the Universal Search
38. address for the contact 8 In the Audit tab you can view the information about the contact record creation and updates 160 About the Details Tab GoldMine User Guide You cannot change the information on this tab Creating Details Information Fields Master rights users can customize twelve fields on the Details tab The extended detail fields must be character based not numeric or date fields If searched they are searched as a character string The eleventh and twelfth fields do not display on the user defined Details tab To Create a Detail Field 1 On the Contact List window double click a record to activate it 2 Click the Details tab below the record and then right click and select a item form the list O Click Edit to modify and existing record O Click New to create a new record A lt detail gt dialog box with the properties details appears such as Computer 3 Select the Setup tab 4 In each text box type a field label to apply to each field following the procedure that appears on the Setup tab The number to the right of the text box is the fixed field length Neither the format order nor length can be changed Therefore carefully consider your custom labels based on the length of the field To use only a few of the fields hide a field by typing at least two asterisks rather than a name in the field label text box 5 Atthe Tab Name field type the label name again O Tab Name The tab name shou
39. also export this information to a Microsoft Excel spreadsheet or Microsoft Word e Customize Click this button to customize the Case Manager settings Service Center Detail View The Service Center Detail View consists of the following elements e A Toolbar which allows you to create new cases and templates edit the status of the specified case and analyze the specified case see Using the Service Center Toolbar Detail View on page 215 e A Case Details window which includes fields and drop down menus that allow you to view and manage details for the specified case see About the Case Details Window Detail View on page 216 e A Case Manager a customizable workspace where you can schedule and manage activities notes tasks and resources for the specified case see Using the Case Manager Detail View on page 217 To switch to the List view use the chevron button in the top right portion of the window when the Detail view is activated in the Case Center List View Using the Service Center Toolbar Detail View The Service Center Detail View toolbar provides the following elements which allow you to view and manage details for an individual case The Service Center workspace tool bar consists of these buttons e New Case New Template To open a new case select New Case from the New Template New Template drop down menu GoldMine User Guide Service Center 215 Print Creates a print preview of the current Case on
40. and so on was modified O Created By The person who created the result O Documents Shows how a search result is linked to GoldMine For example a file added to a contact record as a Links record If the file is part of the search result the Linked to column would display the contact to which the file was linked All Brings up results of all 3 open the file you are looking for do one of the following O Double click on any of the links in the grid such as Name or Title GoldMine User Guide Universal Search 173 4 Right click on the line of the contact and select O Go to Contact Opens the contact window with the selected contact O Go to Found In Drills down on an object type O Output to Printer Excel Word The output to printer option generates the system report associated with this area It displays the report in a tab or window from which it can be printed O Save as Save as a New Group or an Existing Group If you tag a Contacts type result this option allows you add the contacts to a new group or an exiting group Using the Universal Search Advanced Feature The following procedure provides the steps for more advanced searches 1 For advanced search options click on the Advanced checkbox The Advanced Search window opens 2 At the Find these items area select the area where the search item resides You can select All all records to see all items or one of the tabs such as Activities History and s
41. appointments and other activities O Sales Analysis Completed sales statistics Closed Sales shows the total number of completed sales activities in the history file The total value of each sale prints on the right of Calls Closed compares the number of completed sales as a percentage of completed call activities The average sales value per completed call activity also displays 5 Click Print to Print the analysis results 6 Click Close to close the dialog box About Territory Realignment GoldMine enables you to reassign large groups of contacts and scheduled activities from one user to another Use the Territory Realignment Wizard to manage dynamic sales territories assign existing contacts to a new sales representative based on user defined criteria or change the contact base for a sales representative reassigned to a different territory Then select settings for synchronization updating the databases of sales representatives working in the field Use the Territory Realignment Wizard to e Assign a set of existing contacts to users based on a filter or group e Reassign activities from one user to another user e Globally update fields relevant to a territory realignment 130 Sales Management GoldMine User Guide e Set up synchronization to update the databases of remote users affected by the realignment WARNING It is strongly recommended that you back up data before performing territory realignment NOTE To reassign con
42. click the drop down arrow at the beginning of the row and select the tab from the menu A selected tab moves to the front and changes color The lower part of the Record displays information specific to the tab Use the scroll bars or resize the window to view all the information Or change the displayed tabs based on User Options Tabs have local menus Right click to display To apply a command to a listed record select the record then right click to display the local menu GoldMine User Guide About Contact Record Tabs 149 Contact Record Tabs The following tabs are available in GoldMine e Cases Shows the case information for a contact See Using the Service Center on page 213 e Contacts Displays information about additional contacts e Details Stores information about the contact such as e mail addresses pager PIN birthdays and so on See About the Details Tab on page 160 e Field Displays information in the user defined fields e GM View Creates a customizable information page using HTML capabilities e History Stores completed scheduled unscheduled activities for the contact See Scheduling Activities on page 39 e Relationships Shows the graphic interface for a contact For more information see About the Relationships Tab on page 158 e Link Lists files linked to the contact See Linking Files to a Contact Record on page 155 e Members Displays the contact Groups Fixed set of contact records that mee
43. criteria Topic pages are arranged in outline format Locate information by navigating through different sections conducting a search or opening a linked file Knowledge Base material is stored in the InfoMine table Users with Master Rights can set up user access to the Knowledge Base each connected user can set up information in his or her Personal Base Select from the following topics to learn more about using the GoldMine Knowledge Base Accessing the Knowledge Base Knowledge Base Toolbar Creating and Editing Knowledge Base Books Folders and Topics Adding HTML Text to Knowledge Base Topics Knowledge Base Topic Text Local Menu Adding Attachments to Knowledge Base Documents Accessing the Knowledge Base Use the following steps to access the Knowledge Base 1 Select Go To gt Knowledge Base or select Knowledge Base from the main navigation pane The Knowledge Base window appears 2 Use the Knowledge Base toolbar to navigate and manage 3 View information by selecting a tab O Knowledge Base Maintains information created by for and about an organization and available to multiple users Depending on rights all users can potentially view all Knowledge Base topics However only users with Master Rights can add edit or delete Knowledge Base items O Personal Base Maintains information useful to an individual user that only the user can view and update The only way to access a PersonalBase is to log in to GoldMine
44. data from a variety of sources including ACT DBF ASCII SDF SQL or XML files see Importing and Exporting Data on page 102 O Assign an owner manager and record curtaining to control who can update or view a lead O Assign an Automated Process to process the leads according to a predefined track of actions and triggers see Executing Processes on page 284 O Schedule an activity to route manage and schedule one or more activities using calls next actions appointments literature requests forecasting sales events to dos and e mail communication see Scheduling and Completing Activities on page 38 O Organize filters groups to work with leads and filter and group Create new add or remove members from existing or modify the criteria of filters and groups To add a current lead to an existing filter or group you must walk through the steps of editing the filter or group see Filters on page 179 and Groups on page 180 About the Campaign Management Center One of GoldMine s marketing tools this interface lets you view customer interactions from initial contact to closing the first sale to future purchases Use the Campaign Management Center see Using the Campaign Management Center on page 206 Web Import see Web Import on page 175 and the Leads Management Center see Using the Leads Management Center on page 204 to design test and implement customer treatment strategies and campaigns to improve marketing
45. database O Member If you selected User the drop down list displays users to choose from If you selected Other Contact click the Search button to the right and locate the contact to add in the Contact Search Center Then select one additional contacts in the drop down list O Title Type or select the team member s title from the F2 Lookup list O Department Type or select the team member s department O Role Type or select the team member s role in the opportunity or project from the F2 Lookup list O Notes Type specific notes related to the team member 4 Todisplay the Contact Record for the Other Contact right click and select Go to Contact Record The contact displays in the Contact record window 5 remove the team member from the list right click and select Delete 6 Toadd a team member right click and select New Editing Issues The Issues tab displays Priority Date Status Issue and User columns Edit issues using the local menu 1 Inthe Opportunity or Project Manager select the Issues tab in the lower pane Right click and the local menu appears 2 To update an issue right click and select Edit The Issue dialog box appears Issue Type or select a descriptive title for the issue from the F2 Lookup list Status Type or select a status Priority Type or select a relative priority for the issue from the F2 Lookup list Date Click on the F2 Lookup arrow to select a date using the graphical calendar User
46. delete the Occasion or No to cancel Calendars GoldMine User Guide 1 2 3 64 Free Busy Configuration e Configure Free Busy Options e Configuring Free Busy URLs Configure Free Busy Options Configure the free busy options to determine what displays on the Free Busy tab of the Schedule an activity dialog box 1 Click Options on the Schedule an activity Free Busy tab The Options dialog box appears 2 In the Scan Activities area select the type of activities to display as busy in the busy time pane O Appointments O Call backs O Next actions O Other actions O Events O Holidays 3 Inthe Display Options area select what displays in the busy time pane O Show User s Resource s Free and busy times for the Users and Resources selected on their respective tabs O Show Contacts Linked contact s free and busy times O Show 24h day s Time from 12 A M to midnight If not selected the default display is 6 A M to 9 P M 4 Select User work day hours for the busy time to scan work day hours when looking for a mutually compatible time for an activity 5 Select Save as default to save the settings as your default display Configuring Free Busy URLs If contacts publish their free busy time use this dialog box to link GoldMine to the URL the contact provides This lets GoldMine scan the contact s published schedule and helps schedule activities with the contact more efficiently 1 If the message Internet Free Busy information i
47. for more information see Setting Options for the Speller Tab on page 42 You can customize the speller as you work adding words and creating individual or company dictionaries For more information see Creating Dictionaries on page 99 To Spell Check an E mail After creating your e mail click Check Spelling button on the E mail Center toolbar The Check Spelling dialog box opens The questionable word appears in the Not in Dictionary field Suggestions are listed in the Suggestions list The words displayed are based on the options selected on the Speller tab Select an option O Ignore Skips this occurrence of the questionable word if the word comes up again it will be tagged and displayed O Ignore All Skips this and all subsequent occurrences of the word in this document O Add The word is added to the dictionary displayed in the Add words to text box Q Change Replaces the questionable word with the one highlighted in the Suggestions list or if the word is edited the edited word is used as the replacement O Change All Changes this and all subsequent occurrences of the word in the document The selected word in the Suggestions list is used unless the word is edited in which case the edited word is used O Suggest Searches more thoroughly for a suggested replacement word for the questionable word Each time you press the Suggest button a deeper search is made When the spell checker exhausts all possibilities t
48. in the drop down list depend upon the company selected Title Type or select the contact s official title Role Type or select the role defining the contact s relevance to the opportunity Response Mode Type or select the way the influencer is likely to respond when contacted about a sale Notes Extra information about the influencer O0000 4 To change a linked contact right click the Influencer tab and select Relink to Another Contact The Contact Search Center appears O Select the contact to exchanging with the highlighted contact from the Influencer tab 5 To display the contact record of the selected contact in the Opportunity manager right click and select Go to Contact Record The contact record displays 6 delete a contact from the list right click and select Delete 7 300 an influencer right click and select New Editing Products and Services The Products tab displays Close Date Prb Forecast Product Contact and User columns Edit the products using the local menu 1 In the Opportunity Manager select the Prods Svcstab in the lower pane 2 To change options for a product or service select the forecasted sale right click and select Edit The Schedule a Forecasted Sale dialog box appears 3 To view a product highlight the activity right click and select Zoom The Scheduled Activity Zoom window appears Scroll through the activities by clicking Next and Previous Click Complete to complet
49. information reason for the referral User Name of the user creating the referral record GoldMine adds a To to the entry in the originating contact record adds a For to the entry for the contact selected from the Contact Search Center and then records the action in the History tab Use the following procedure to create referral records 1 Click on the Referrals tab or click the down arrow and select Referrals from the drop down list Right click in the area below the Referrals tab and select New Using the Contact Search Center search for the contact you want to create a link for Double click the contact to launch the Referral Properties dialog box The Refer this contact field displays the active contact record and the To this contact text box displays the contact selected In the Reference fields type a description or select an F2 Lookup description 6 Click Insert Notes to create a date time stamp and then type a note The Audit tab displays historical information 7 Select the Status tab to select the current status from a list that ranges from Initial Contact to Done 8 Select one or more of the options to share with other users and then click OK GoldMine adds a To to the entry in the originating contact record a For to the entry for the contact selected from the Contact Search Center and updates the contact s History record GoldMine User Guide About the Notes Tab 3 About the History Tab
50. is scheduled to be resolved expressed in the MM DD YYYY format where MM is the month DD is the date and YYYY is the year The default value for this function is set in the Case Manager Preferences dialog Using the Service Center Toolbar List View The toolbar in the Service Center List view provides elements that allow you to view and manage details for cases Open new cases and create case templates choose viewing and grouping options reassign escalate and resolve cases e New Case New Template To open a new case select New Case from the New Template New Template drop down menu e Print Creates a print preview of the current Case on the Case Details tab see About the Case Details Window Detail View on page 216 Refresh Updates the page information Delete Deletes the currently selected Case Show The Show menu allows you to filter the information displayed in the case list Group The Group menu allows you to group cases in the List view Reassign The Reassign Case dialog box allows you to assign the specified case to another user or service representative Escalate Open the Escalate Case dialog where you can escalate the specified case priority Resolve The Resolve Case dialog box allows you to mark a case as Resolved and enter resolution notes and an e mail notification message e Analyze Click this button to open the Case Management Analysis dialog box where you can filter performance data by user You can
51. it to the Section Launches the Center and lets you search for a contact Double click on a contact to add it to the Relationship Create a new contact and link Launches the New Company and Contact dialog box When finished the contact is added to the existing Relationship and to the Relationship on the new contact record Link all Group Filter Contacts to the Section Adds all the members of the activated filter or group to the Relationship About the Details Tab The Details tab stores information about the contact such as e mail addresses pager PIN birth dates and so on This information is indexed for record searching Web site and Internet e mail addresses store in the Details tab Store additional user defined information in the contact Details tab section The Details tab lets you store multiple pieces of information on the same subject without creating new fields for example if keeping track of the types of cars a contact owns you can create a separate record for each vehicle without creating new fields The Detail tab supports a one to many relationship with the contact The data stores in the ContSupp table Each record contains at least the following e Date The date the detail record was created e Detail The name of the detail record entry Credit Card Number Computer Type Reference The value associated with the detail entry for example if the detail entry is Computer Type the reference would be Dell Defin
52. manage displayed activities related to the task or occasion For more information see Task List in the Calendar on page 62 and Occasions in the Calendar on page 63 Viewing Activities in the Calendar When you double click an Activity in the Calendar it opens the Activity by default If you want to have the Calendar item open the Contact Record instead make the following change To Change the Double Click of an Activity in the Calendar 1 Locate the lt UserName gt ini file in the GoldMine folder 2 Scroll to the CalObj section and make the following change Cal Obj Edi t WhenDbl Cl i ck 0 3 Save the file You might need to restart GoldMine for the change to take affect NOTE To change the double click action back to opening a the Activity by default change EditWhenDbleClick value back to 1 Using the Outline Calendar The Outline tab displays your scheduled activities in a hierarchical tree structure with branches corresponding to years months and days 1 Select Go To gt Calendar Your Calendar appears 2 Click on the Outline tab you can select the users activities to display O Select the name in the drop down User list or select Multiple Users to open the Select Users dialog box O Double click the user in the User List box or user group in the Group List box to add to the Selected Users list Click OK to close the Select Users list 3 Use the local menu to manage the activities Right click and select
53. meeting request Schedule an activity from a Meeting Request received in your e mail from a contact whether the sender created the activity in GoldMine or another iCalendar enabled contact management application e Retrieve the meeting notice as you would in other Internet e mail After retrieving the notice if you accept GoldMine records the activity in your Calendar e GoldMine decrypts the winmail dat meeting requests created by Outlook and displays them to users making it easier to work with Outlook generated meeting requests Scheduling Activities Based on Available Times Before scheduling a meeting for multiple participants determine a time when all participants are available Before GoldMine can scan the participants Calendars to determine their availability specify attendees and resources NOTE All potential attendees must maintain their daily schedules in GoldMine and the contact s free busy times must be configured in GoldMine After selecting the meeting time GoldMine schedules the meeting and informs participants 1 In the Schedule an activity dialog box click the Free Busy tab 68 Calendars GoldMine User Guide The busy time pane displays availability of selected users resources and the contact 2 Click Options to specify what types of appointments are scanned and your display options 3 Ifyou selected Show Contacts the contact adds to the display If the Internet free busy information is not configured or
54. notes OO0O000000 000 3 To scroll through activities click Previous or Next or click the up and down arrows beside Previous 4 Click Complete The Complete Activity dialog box opens 5 Toremove the displayed activity click Delete When confirmed the activity is deleted without creating a history record 6 Click Close Printing Activities You can print a single activities or all activities for a contact record To Print All Activities 1 Navigate to Go To gt Activities 2 Right click on any activity and select Output to gt Printer gt All entries 3 The list of activities opens 4 Click the Printer icon and then click OK To Print a Single Activity 1 Navigate to Go To gt Activities GoldMine User Guide Activities 55 2 Right click on any activity and select Output to gt Printer gt Current selection 3 The activity report for that selection opens 4 Click the Printer icon and then click OK To Print an Activity from the Pending Tab At the Contact view double click on a contact At the Contact Detail view select the Pending tab Select the activity you want to print Right click on any activity and select Output to gt Printer gt Current selection The activity report for that selection opens To print all activities select All entries Click the Printer icon and then click OK Mog To Print an Activity from the Calendar Navigate to Go To gt Calendar Right click on
55. o Using the Campaign Management Center 0 0000 e eee Creating Campaigns Cloning 63 35 00 Renaming 63 35000 Creating New Campaign Tasks 0 0 0 c cee eee ee eens Completing Campaign Tasks 0 Deleting Campaigns eis his se oe BERR eS Deleting Campaign Tasks 0 Changing Campaign Task 0061165 eee eens Using Constant Contact Downloading Campaign Information from Constant Contact Refreshing Campaign Information View Campaign Information for a Contact GoldMine User Guide GoldMine User Guide Service Center OVEIVIGW inlet ae Rl ah hd ws ter ea ale eed ar ant Using the Service Center 0 Service Center List VieW Using the Service Center Toolbar List View Service Center Detail View 0 cc cece ccc ee ees Using the Service Center Toolbar Detail View About the Case Details Window Detail View Using the Case Manager Detail View oo ooooooo Managing Case Manager Tabs 0 cece cece ences Case Manager Preferences 2 Creating a New 6856 To Customize the New Record 7805 nanna Creating a New Template 0 Managing Templates 0 Managing Cases in costes oo se Ranh an a a wee a ea Reassigninga Case Escalating a Case Sama as Resolving Casar fete Oe ead elite ida eae eed Pd Abandoning a 60856 0 Creating a Performanc
56. on the Messaging tab within GoldMine Mobile such as the unique e mail address for your device before you can receive the alerts Tapping the link within the SMS will take you directly to the activity information within GoldMine Mobile GoldMine Administrators Guide GoldMine Mobile Edition Features 258 Resources Additional Documentation In addition to this guide the following resources are available to provide you with information about GoldMine e Online Help Accessed by clicking the Help menu option in GoldMine online help provides topic overviews and step by step instructions to walk you through basic tasks in addition to a comprehensive table of contents index and search function NOTE Guides are available in PDF format from the Installation kit for maintenance customers at http www frontrange com support e Training Courses Information regarding training courses for FrontRange Solutions family of products can be found at http frontrange learn com Contact Us Support Site FrontRange Solutions can answer your technical support questions about HEAT FRS Foundation GoldMine and other FrontRange product families Visit http www frontrange com support Contact Information FrontRange Solutions Worldwide Headquarters 5675 Gibraltar Drive Pleasanton CA 94588 USA TEL 800 776 7889 and 1 925 398 1800 If calling from Canada dial 1 888 603 3270 Offices are also located in Latin America Asia Pa
57. one local menu option 4 To change the day displayed click the Today button on the Calendar toolbar 5 At the tree display O Year As the highest level in the hierarchy a year contains all activities grouped by months To display the months associated with the year double click the year GoldMine User Guide Calendars 61 O Month Depending on whether you selected Show Word Days Only on the local menu Options area each month displays all calendar dates or only your working days for the month All specified dates appear regardless of whether activities are scheduled To display individual dates in a month double click the month O Date Each date lists all scheduled activities The associated user displays if you display more than one user s calendar To display the activities double click the date NOTE To display all the listings under a year or month select Options gt Expand All from the local menu Using the Peg Board The Peg Board displays the login status and activity of individual users For the users the Peg Board tracks the login and logout times total logged time and keyboard and mouse click activity 1 Select Go To gt Calendar Your Calendar appears 2 Click the Peg Board tab 3 Use the local menu to manage the activities Right click and select one local menu option On the Peg Board the tacks indicate whether a user is currently logged in green logged away yellow or logged out red 4 To post your
58. option in GoldMine If you are sending a recurring meeting request to Outlook users do not select skip weekends in GoldMine 9 After configuring scheduling options click Schedule A meeting request is sent to all participants NOTE If the meeting request originated in Outlook additional Contacts or Users cannot be added to the meeting request until the after confirming the meeting and then clicking the Schedule button After the meeting has been scheduled you can edit the Meeting request Responding to Meeting Requests You can respond to a meeting request in your e mail you can respond several ways Use the following procedure to respond to a meeting request 1 In your GoldMine E mail Center double click to display the message in a window 2 From the e mail header select one option O Accept Accepts the meeting date and time and creates the activity in your calendar Displays the Meeting Request Reply dialog box O Tentative Tentatively accepts the date and time Displays the Meeting Request Reply dialog box O Decline Declines the meeting Displays the Meeting Request Reply dialog box When the Meeting Request Reply dialog box appears select Send reply Edit reply before sending or Don t send reply O Propose new time Sends a counter proposal to the meeting organizer Displays the activity editing dialog box where you change the date and time of the meeting then send an updated Meeting Request to the contact O View Calend
59. publish calendar information using Tools gt Import Export Wizard gt Publish Calendar 1 Select Tools gt Options gt Calendar Click More Options The Calendar Options dialog box appears Select the Publishing tab 2 To activate iCalendar publishing options select Publish the Calendar as an iCalendar file or to turn on the Web publishing options select Publish the calendar as a Web HTML Page and configure the following options O For the Filename select the location type where you are publishing your calendar information gt file gt ftp gt http O Inthe text box following the Filename select the file location or type the ftp or http path Your path should conclude with the file name and the ics extension for iCalendar and htm or html for Web publishing For example www my CSwebsite com calendars MyCal ics or www myCALwebsite com calendars MyCal htm NOTE Username and Password are active only if you are posting to an ftp location 3 To configure data that is published click Options The Publishing Options dialog box opens 4 Use the Server Agents to publish your calendar on a regular schedule GoldMine User Guide Calendars 73 Managing Resources Resources are diverse items such as meeting rooms equipment or company cars They can be scheduled and tracked in the calendar TIP When scheduling an activity you can also schedule resources see Scheduling Activities with Resources on page 42
60. refer to the GoldMine Installation Guide Prerequisites Before using Universal Search make sure you have the following applications installed on your computer e Microsoft SQL Server 2005 Ifusing SQL Server 2005 Express you have to install Microsoft SQL Server 2005 Express Edition with Advanced Services in order to use Universal Search e Microsoft SQL Server 2008 2012 If you are using SQL Server 2008 or 2012 Express you have to install SQL Server 2008 or 2012 Express with Advanced Services in order to use Universal Search NOTE Windows Search 15 not installed by default on Windows Server 2008 or 2012 The service can be installed through the Server Manager Start gt Administrative Tools gt Server Manager gt Roles gt File Service gt Role Services Microsoft Windows Desktop Search Engine This tool can instantly find documents e mail attachments and more For installation and usage information look at this website http www microsoft com windows products winfamily desktopsearch default mspx Microsoft SQL Server Full Text Engine This tool is a full text indexing and search engine For installation and usage information look at this website http msdn microsoft com en us library ms142587 aspx Security GoldMine Premium Edition will search e mails If the message is accessible through GoldMine it will be returned by a search and will check access rights for the Calendar and History areas The Universal Search f
61. report and then prints the report 1 Select the contact record you want to print and click the Print button 2 Atthe Print Report dialog box complete the fields Type Select the product type of report for example GoldMine Category Select the category of report for example Service Report or Contact Report User Select the user of the report if needed Report The name of the report Current contact only Select this option to print a report for the contact O0O0000 All contacts in the following filters or groups Select this option to print all contacts or all contacts in a filter or group and then select the filter or group The default is All Contacts O To send the report to a window online select Window To send the report to a printer select Printer The report displays or starts to print Linking Files to a Contact Record GoldMine stores linked document records under the Links tab For example if a prospect calls to discuss a bid you sent retrieve the document by double clicking the link stored with the prospect s record Use linked documents as the basis of building a group Also manually link documents using the local menu in the Links tab or by dragging and dropping files from Microsoft Windows Explorer into GoldMine In addition to file links link any Windows folder to a contact record Displaying Multiple Contact Records Display many contact records in the GoldMine work area Only one record can be ac
62. requests 1 Select Go To gt Literature 2 At the Literature Fulfillment Center select your name in the User drop down list to view requests assigned to you 3 Select the Literature Requests date or date range for the request The literature request appears in the upper right pane 4 Highlight the literature request and right click Select options in the local menu 5 fulfill the request note the attachments to send and select Fulfill If a literature request is to be printed or faxed the document is printed or faxed Attachments are not sent automatically and must be handled as per your usual office procedure 6 To reject the request select Reject 7 Atthe Rejection of Literature Requests dialog box type or select the reason in the F2 Lookup list If this activity was scheduled with an RSVP GoldMine notifies the person who assigned it to you stating why it was rejected Fulfilled requests are moved from Pending to the History tab the request appears in the Printed Documents area of the Literature Fulfillment Center 108 Contact Communication GoldMine User Guide Fulfilling or Rejecting Queued Documents Queued Documents in the Literature Fulfillment Center come from the Document Management Center and were merged with one or more contacts For multiple contacts each contact is listed separately in the upper right pane when you select the assigned user and date the document was queued for Queued documents are f
63. resource O Edit Displays the Activity dialog box such as Appointment where you edit basic information for the scheduled activity O Auto Update Displays the Auto Update Resources dialog box 4 Alternatively right click and select an option from the local menu Complete Displays the Complete dialog box Auto Update Displays the Auto Update Resources dialog box Find Displays the Find dialog box Output to Output the schedule to the printer Word Excel or the clipboard Delete Deletes the selected scheduled resource 000000 Edit Opens the scheduled activity for editing 5 Click Close to exit the dialog box GoldMine User Guide Calendars 75 76 Calendars GoldMine User Guide Contact Communication Overview You can use GoldMine to print and fax correspondence send e mail send pages and distribute literature GoldMine integrates the functionality of your word processor and e mail software to communicate with contacts and coworkers E mail Send retrieve and manage Internet e mail Individuals within an organization can use GoldMine e mail providing the same features as Internet e mail but not requiring an online connection e Printing and Faxing Correspondence GoldMine works with Microsoft Word to merge contact information from GoldMine into templates generating personalized correspondence GoldMine s Document Management Center provides a central location to access and manage correspondence e Distributi
64. service issues route them to the service agent who can best solve the problem and keep clients informed of their service request progress all within your customized GoldMine environment Your GoldMine users can now accept incoming customer service requests from multiple sources be alerted to upcoming and urgent cases and get details for any open or closed service request Individual agents and customer service managers can filter their daily case activities improving work efficiency and enabling optimal customer care Select from the following topics to learn more about the GoldMine Service Center Using the Service Center Using the Case Manager Detail View Case Manager Preferences Creating a New Case Creating a New Template Managing Cases Creating a Performance Report for a Case Customizing Service Center Tabs Using the Service Center Use the Service Center to open and track service cases To open the Service Center from the main menu select Go To gt Service Center or select the Service button from the main Navigation Panel The Service Center window is divided into two sections a List view and a Detail view Double click on a case in the List view and the Details view opens Click on the bread crumb link in the upper left corner of the Service Center Details view to return to the List view GoldMine User Guide Service Center 3 Service Center List View The Service Center list view the upper portion of t
65. settings properly configured use GoldMine to dial telephone numbers or send SMS Text messages to your contacts Calling Primary Contacts To call primary contacts open the Actions gt Call Contact menu and then select from following options Dial Dial Phone 2 and Dial Phone 3 Dials the selected phone number from the primary Contact Record The Phone Dialer dialog box appears Dial Fax Dials the fax number Manual Dial Starts the timer Incoming Call Starts the timer Calling Additional Contacts To call an additional contact right click the Contacts tab and select Options gt Dial The Phone Dialer dialog box appears see Using the Phone Dialer on page 112 Calling Personal Contacts To call a contact in your personal contacts see About Personal Contacts on page 113 select Go To gt My Contacts Click Dial The Phone Dialer dialog box appears see Using the Phone Dialer on page 112 Using the Phone Dialer Dial phone numbers listed in GoldMine using the dialing option The modem must be properly configured on the Telephony tab see Setting Options for the Telephony Tab in the User Preferences dialog box To Using the Phone Dialer The number you are dialing plus any assigned prefix appears on the Dialing text box Status displays a message related to the current call Select Complete a call to have GoldMine complete the connection to the telephone number and to wait for you to click Pick up before closing
66. the Canvas are used as a reference for aligning Dashboard Parts and Splitter to one another on the Canvas NOTE As a rule Dashboard Parts should not overlap one another However in the design view some Dashboard Parts might appear to overlap due to the dynamic resizing of the Dashboard Dashboard Palette The Palette is located in the upper right corner of the Dashboard Designer It contains all the parts you can use to create or modify the Dashboard The parts are the elements that define the appearance of the Dashboard The size location and properties of the part can be modified after you add the part to the canvas The Dashboard Palette contains the following parts e Label e Button Check Box Radio Button e Link e Text Box Drop down List Web View Chart e Table View e Date Picker For more information see Dashboard Part Properties Details on page 147 Dashboard Properties The Properties section is located below the Pallet and displays the properties of the currently selected Dashboard Part on the Canvas see Dashboard Part Properties Details on page 147 Dashboard Objects Tree The Objects section above the Navigation Pane displays a tree view of the current Dashboard Parts and Data Sources Selected Dashboard Parts are highlighted on the tree and on the Canvas You can click any node on the tree to make it the active Dashboard Part Dashboard Toolbar The Toolbar is located at the top of the Dashboard pane an
67. the activity type you selected the Complete Activity for contact dialog box appears e Scheduled Activity Select the activity in the Scheduled Activity list and click OK or Select Complete gt Pending Activities The Complete an activity dialog box appears for the selected activity type Complete the activity based on the Activity type e Unscheduled Activity Select an activity in the Unscheduled Activity area and click OK The appropriate Complete an activity dialog box appears Completing Letters and Memos You can use this procedure to complete a letter or memo on a contact s Pending tab the Activity List the Calendar or the Complete menu Use the following procedure to complete a letter or memo 1 Highlight the document right click and then select Complete or Select Complete gt Correspondence gt Letter Memo 2 Atthe Complete a Form dialog box click the Contact drop down arrow to select from additional contacts or click the right facing arrow to launch the Contact Search Center and search for a new contact In the Activity drop down list select the type of activity you are completing for this correspondence At the User field select the user completing the correspondence Select Private if the document will be available only to the selected user Type or select the Reference Select the associated Opportunity Project in the drop down list o 4 5 amp Type or select the Code from the F2 Lookup list This is
68. the activity you want to print and select Output to gt Printer gt Current selection The activity report for that selection opens To print all activities select All entries Click the Printer icon and then click OK oP oN 56 Activities GoldMine User Guide Calendars Overview The Calendar works as a time management tool Quickly determine what is scheduled and review available times for new appointments and activities The Calendar displays day week month year planner and outline calendars for a single user or for a group of users TIP You can launch the Calendar and leave it running in the GoldMine work area see Using the Calendar on page 60 Select from the following topics to learn more about using Calendars in GoldMine Calendars Overview see page 59 Using the Calendar see page 60 Task List in the Calendar see page 62 Occasions in the Calendar see page 63 Free Busy Configuration see page 65 Sharing Free Busy Times see page 65 Scheduling from Meeting Requests see page 68 Sharing Calendar Information see page 71 Publishing Calendar Information see page 72 Managing Resources see page 74 Calendars Overview The Calendar displays scheduled activities for the selected user or user group Use the following procedure to open your calendar or a calendar of another user TIP If you want to see calendars of other users select the user or user group in the User drop down list To Ope
69. the modem port and resetting the modem If you do not select Complete a call you must pick up the handset before the modem completes dialing Click Pick up to take over the call from the phone dialer If you have selected Complete a call GoldMine waits until you click Pick up before hanging up the modem Be sure to pick up the telephone handset before clicking Pick up Click Cancel to stop the modem at any point during the dialing process Contact Communication GoldMine User Guide 1 112 Making and Answering Calls with SoftPhone SoftPhone integration with GoldMine uses SIP Session Initiation Protocol and VoIP Voice over IP technology to place and answer contact calls The SIP Proxy not included with GoldMine must be configured and its functionality verified by an administrator Your administrator can then configure GoldMine to make and receive calls through the SIP Proxy Server by setting SoftPhone preferences Using SoftPhone 1 Select Actions gt Call Contact gt Launch SoftPhone The SoftPhone control dialog box opens 2 Use SoftPhone to Answer incoming calls manually Dial phone numbers Transfer calls Hang up place calls on Hold and make Blind Transfer calls to another number or GoldMine user 3 GoldMine reads the phonel phone2 and phone3 fields and pulls those numbers into the Contact Numbers area Click a number to dial it NOTE UPHONE fields are user defined fields GoldMine users can create and use as e
70. to keep the e mail address with the original contact e Click the Attached E mail addresses to this contact create duplicate radio button to keep the e mail address duplicate e Click the Move the e mail to this contact remove from contact XXXX radio button to keep the e mail address and remove from the original contact Adding Contacts to an Existing Company You can create a new contact and add it to an existing company These contacts will appear on the Relationship tab 1 Atthe Contact list view double click on a contact The Detail view for the contact opens 2 Click on the Relationship tab and then click Add Contact The Add Relationship dialog box opens 3 The company attached to the contact is the default in the Company field To search for another company click the Search button The Search Center opens and you can select the company you want 4 Atthe Contact field click the down arrow to select the new contact 5 At the Relation field click the down arrow to select the relationship of the new contact to the company To create a new relation click the down arrow then select Add New and then type in the new relation 6 Click one of the following O Save and New The new relationship appears in tree form on the Relationship tab O Save and Close The new relationship appears in tree form on the Relationship tab and then closes the Add Relationship dialog box O Cancel Cancel the relationship Required Fields A
71. user or in another window Do you want to make a copy in the default folder for the item This is the result of both Outlook and GoldMine having modified the record This message is generated by Microsoft Office Click No when you see this message To resolve this condition wait until after GoldMine has finished the synchronization with Outlook Then shut down and then restart Outlook For additional information about working with Contacts refer to the following topics e Search for Contact in GoldMine to Associate an E Mail Address see page 252 Create a New GoldMine Contact from the Outlook Contact see page 253 Manage GoldMine Customer Contacts see page 253 Search for Contact in GoldMine to Associate an E Mail Address When GoldMine and Outlook synchronize see Synchronization the Outlook Contact information from any Contact that is linked to a GoldMine Contact is updated If you have Outlook Contacts that have not been linked to a GoldMine Contact you can link them appropriately using the following procedure To Search and Link an Outlook Contact to a GoldMine Contact In Outlook open the Go menu and select Contacts 2 Select the Outlook Contact from the list 3 Inthe GoldMine panel click the Search for lt Contact gt in GoldMine to associate the e mail address link The Contact Search Associate E mail Address dialog box displays with the name of the sender pre filled in the Value text box 4 Click the Search but
72. using data from the contact record in the merged document Right click in the message box and select Actions gt Insert GoldMine Field 14 To save the template right click and select Actions gt Save template TIP Insert Key1 Key5 fields by placing the cursor at the location to insert the field and type For example lt lt key1 gt gt to insert the data from the Key1 field in the merged e mail Insert user defined fields by placing the cursor and typing lt lt Contact2 gt Ufieldname gt gt To Clone an Existing E mail Template Select Go To gt Document Templates At the Document Management Center select the User from the drop down list whose template you are cloning Right click on the E mail template name and select Clone The Select a User dialog box appears Select the user to create the cloned template for from the User Name drop down list Click OK The Edit E mail window appears 5 3 5 Enter a Subject for the template The Subject will become the name for the template and should a unique name to distinguish it from other templates 7 Edit the template as needed see Creating E mail Templates on page 94 then click the Save template button To Edit an E mail Template Select Go To gt Document Templates At the Document Management Center select the User from the drop down list whose template you want to edit Right click on the E mail template name and select Edit The Edit E mail window appears lt
73. using the Edit E mail window e Reply All Opens a reply to the sender and all recipients in the Edit E mail window e Forward Forwards the currently selected message to a new recipient Mark as Read Marks currently selected message as read e File Selects a filing method for the selected message from the drop down menu O File it Opens the Complete and E mail dialog boxes O Fast File Files the selected message in your Filed folder and in the linked contact s History tab O File to Saves the selected message directly to a filed folder or subfolder 6 Actions Opens the list of actions such as E mail Message and so on GoldMine User Guide Contact Communication 87 The Edit E mail Toolbar The Edit E mail Toolbar is present when the Edit E mail window is active It contains buttons and menus useful when creating and editing e mail messages Command Description Send Send the selected message immediately Queue Queue the selected message in the Outbox Save the selected message to the Drafts folder and close Save the selected message to the Drafts folder and leave open for editing Browse for files to attach to the selected message Sign the e mail message with a Digital ID see Sending Encrypted E mail on page 90 Send messages without encryption Send messages with GoldMine encryption see Sending Encrypted E mail on page 90 Send messages encrypted with D
74. with a drop down list of Vehicle Identification Numbers O Type Defaults to Opportunity and cannot be changed in this dialog box O Templates of User Select the user who is the owner of the template O Please select a template of the selected user Select a template in the drop down list See Creating Opportunity Templates on page 135 5 Click OK 6 Atthe Opportunity Properties dialog box select Opportunity Change the opportunity name as needed Company Defaults to the company selected on the previous dialog box Type a new company name as needed Manager Select the user who will be the opportunity manager in the drop down list Code Select the opportunity code by typing or clicking the F2 Lookup arrow Status Type or select from the F2 Lookup list Stage Type or select from the F2 Lookup list Source Type or select the opportunity source from the F2 Lookup list 00000000 Units Type the number of units forecast for the opportunity 134 Opportunity and Project Management GoldMine User Guide O Price Type the price per unit Probability Type or select the percentage from the F2 Lookup list OO Forecast Automatically calculates a forecasted sale amount based on the Units and Price or type or select the forecasted sale amount from the F2 Lookup list O Closed Amt Updates with the final amount of a successfully closed sale based on the forecasted amount O Start Date Select the date the opportunity starts from the F2 gr
75. you select Delete ALL the Delete ALL contact records dialog box opens GoldMine User Guide Using the Delete Wizard 157 Working with Contact Details Define or view contact details for an active contact record Contact details provide information for the following NOTE You can copy contact information to the Clipboard using the Edit gt Copy Contact Details command and then selecting the desired type of information from the Copy Contact Info to Clipboard dialog box Occasions Create occasions recurring occasions for contacts see Occasions in the Calendar on page 63 Free Busy Access a contact s free busy file ifb to a file ftp site or http site so GoldMine can read it see Free Busy Configuration on page 65 e Digital IDs Import a contact s digital ID file p7b and cer to use enhanced security on signatures and encryption see Setting Digital IDs in Contact Details on page 68 About the Relationships Tab The GoldMine Relationships tab graphically displays organizational relationships and contact information in a relationship tree structure By default it appears first in the contact record tabs e Navigate the Relationships tab using its local menu or toolbar Use the Relationships Tab to e Create Relationships Sections and Contacts e Set read and update access on relationships sections and contacts e Activate groups based on the Relationships hierarchy e Copy data to a group of contacts based on
76. your filter or group in the drop down list or click on lt Filters of gt or lt Groups of gt to select other users and use their filters or groups 4 Select Confirm each recipient to display a confirmation prompt for each selected recipient 5 Select merge options O Primary Merges primary contact information with the selected template O Additional Merges additional contacts with the selected template GoldMine can mass merge both primary and additional contacts into documents This control is used to add or remove additional contacts from a mass mailing O Other Merges other e mail addresses linked to the primary contacts O Limit to E mail merge code Merges primary and additional contacts with the specified merge codes Select the merge codes from the F2 Lookup list To enter multiple merge codes separate each entry with a semi colon 6 Click Send to send the message immediately or Queue to queue it for sending at the times defined in the Server Agents Administrator Configuring E mail Options Use the e mail Options tab on the Edit E mail dialog box to configure Properties of your message such as formatting the body text in Rich Text Format rft and including a return receipt e Options for recording your message such as saving in the recipient s History record and with an Opportunity or Project Date and time to send a queued message To Configure E mail Options 1 At the E mail Center click New Message or
77. 27 Contacts 149 leads 204 Sales 121 Marketing tools 203 Memo filters 178 Mobile Alerts receiving 258 Mobile Edition using 258 My GoldMine Configuring 258 Mobile 258 N Notes 144 Notes Tab 144 0 Opportunities 3 Creating 134 Opportunity Manager 133 Opportunity Wizard 136 Outlook Create a GoldMine Contact 253 Manage ColdMine Customer Contacts 253 Outlook Tasks 253 P Pending tab 161 Personal Rolodex 113 Printing 84 Correspondence 77 Envelopes and labels 85 printing mail merge 84 Private Key 103 Projects 133 Creating 138 Manager 138 Wizard 139 Public Key 103 Publishing Free busy times 72 Q Queued Documents Literature Fulfillment Center 109 270 Index 271 Index Templates Creating 78 Previewing 78 Territory Realignment 130 Toolbars Contact Search Center 166 U Universal Search Advanced checkbox 174 Updating Templates 81 Users Creating 16 Territory Realignment 130 Using Campaign Management Center 206 Leads Management Center 204 Using the Outline Calendar 61 GoldMine User Guide
78. 42 000 United States Postal Codes into your lookup table Use the following procedure to import postal codes into GoldMine using the Postal Codes wizard 1 Select Tools gt Quick Start Wizard 2 At the GoldMine QuickStart Wizard dialog box click the Key Fields Wizard button 3 The Postal Code Import dialog box opens 4 Click Finish to import all United States Postal Codes into your lookup table The import process might take considerable time depending on your environment Using the Data Import QuickStart Wizard Import data from other contact management applications into GoldMine eliminating data entry Incorporate new data into GoldMine and begin using it NOTE This wizard is available for users with Master Rights only Select Tools gt Quick Start Wizard 2 At the GoldMine QuickStart Wizard dialog box click the Data Import Wizard button The Welcome screen of the Data Import Wizard dialog box opens 3 Click Next 4 Select the contact management application you are importing from in the Choose the product from which you are importing drop down list Select one O ACT for windows 2 0 through 4 0 ACT 6 0 Lotus Organizer 6 0 Microsoft Outlook 98 or higher Firebird or Microsoft SQL Server database table dBase files DBF Test files with delimiters like commas or tabs O Text files with fixed length fields 000000 If importing from a source different from these options use the import options in GoldMine Sele
79. Actions and Events to configure Detail Schedule Activity details See Scheduling Activity Details on page 39 Users Schedule users to the activity See Scheduling Activities to Users on page 41 Resources Company resources you can schedule to the activity See Scheduling Activities with Resources on page 42 Free Busy Available time of the scheduled users See Scheduling Activities Based on Available Times on page 42 Recurring Schedule the activity to occur on a regular basis See Scheduling Recurring Activities on page 43 Series Schedule the activity to a group of contacts See Scheduling Activities Based on Series on page 44 NOTE GoldAlarm GoldAlarm can run and notify you of scheduled activities even when GoldMine is not open on your computer See About GoldAlarm on page 51 Scheduling Activities Use the following procedure to schedule all of your activities You will notice that when you select an activity the Schedule dialog box reflects that activity If you schedule a call the Schedule dialog box title is Schedule a Call If you are schedule a next action the Schedule dialog box title is Schedule a Next Action To Schedule an Activity Use the following procedure to schedule an activity 1 Select Schedule gt lt an activity gt such as Call 2 At the Schedule lt an activity gt dialog box complete the following tabs O Detail Schedule Activity details See Scheduling Activity Details on page
80. Activities button 1 2 The Select Activities to View dialog box appears In the Completed Activities column select each activity type to display 3 Completing Activities Complete a scheduled or unscheduled activity such as a call unscheduled calls message next action and so on Use the following procedure to complete a scheduled activity such as a call Access the Complete menu by one of these methods Selecting Complete gt lt an activity gt from the toolbar At the contact s Pending tab the Activity List or the Calendar select the contact record then right click on the record and then select Complete Q Q 1 2 Atthe Complete Activity for lt company gt dialog box at the Scheduled Call area right click on the contact record you want At the Complete the lt an activity gt dialog box select and complete the following Contact The contact record name if the default If you want to select another user click the down arrow and select from the list of users Activity Select the type of activity you are completing for this scheduled call for example Call Back Call in Event and so on User Select the user completing the call Private Click this checkbox if the completed activity will be available only to the selected user Reference Type in or select the reference Opportunity Project Select the associated opportunity and or project in the drop down list Click New to create a new opportu
81. Activity If you need to change any of the details of an existing Activity such as an Appointment or Call follow the procedure list below 1 Locate the Activity listed with a Contact or User then right click and select Edit from the menu 2 Make any required changes If there are multiple tabs associated with the Activity browse the tabs and make the required changes as well 3 Click OK to save the changes for the Activity For details instructions refer to the topic Scheduling Activities see page 39 and follow the link to the desired subtopic Deleting an Activity If you need to delete any existing Activity follow the procedure list below 1 Locate the Activity listed with a Contact or User 2 Select the Activity then right click and select Delete from the context menu 3 Click Yes to delete the activity or No to abort 44 Activities GoldMine User Guide To Delete an Activity with Multiple Contacts If you are attempting to delete an Activity that is linked to multiple contacts a dialog box appears with two options 1 Select one of the follow options to delete the activity O Remove contact lt name gt from the activity deletes only the current user listed from the Activity but leaves the Activity for other Contacts O Delete the activity for all contacts deletes the activity for all Contacts which are linked to the Activity 2 Click OK to delete the multiple Activity or click Cancel to abort Responding to G
82. Answer dialog box opens Number The number of the response determines the position of the response in the listing Lower number responses appear on the top of the list e Goto Type the number of the question this response leads to The Goto question number displays if this response is selected during script execution e Answer Type the text of the response Prompt for response Select this field to prompt the operator to enter a response when this answer is selected This option can be selected only when an entry is made in Update field in the Branching Script Question dialog box The operator s response saves to the field specified by Update field If the script question contains only one answer and that script answer has the Response box checked GoldMine automatically displays the Enter Response dialog box eliminating the need to select the answer After entering all the questions and responses into GoldMine perform a test by running the script Using Telemarketing Scripts Use telemarketing scripts to construct structured dialogs with customers 1 Select Go To gt Scripts The Telemarketing Script dialog box opens NOTE All the responses you log while using the script are applied to the current contact record 2 Select the script in the Script drop down list and begin asking questions 3 Update fields as needed GoldMine User Guide Contact Communication 111 Calling Contacts with GoldMine With the Telephony tab
83. Center on page 204 along with the Campaign Management Center Using the Campaign Management Center on page 206 and Web Import see Web Import on page 175 to design test and implement customer treatment strategies and campaigns to improve marketing efficiency and measure effectiveness Select from the following topics to learn more about using marketing tools in GoldMine About the Leads Management Center Using the Leads Management Center About the Campaign Management Center Campaign Management Center Toolbar Using the Campaign Management Center Creating Campaigns o e e e e o e Cloning Campaigns e Creating New Campaign Tasks 6 Deleting Campaigns Deleting Campaign Tasks Changing Campaign Task Properties View Campaign Information for a Contact o Using Constant Contact About the Leads Management Center The Center provides a sequence of activities to help manage marketing activities related to the base of contacts and potential leads Identify and track who brings in the lead who and how contact is made and the lead s progress through the sales cycle GoldMine User Guide Marketing Tools 203 Using the Leads Management Center Use the following procedure to access and use the Leads Management Center 1 Select Go To gt Leads Management Center or click Administer leads on the Getting Started toolbar 2 Atthe Leads Management Center select from these options to process your set of leads O Import
84. Contact Search Center on page 165 Activates Grouping functionality in the Contact Search Center see Creating Contact Search Center Groups on page 170 Displays a numeric summary of the number of contacts in the current list at the bottom of the window A pull down menu appears in each column header allowing you to select from all available field entries or one of the following options Blanks Displays only blank fields e Non Blanks Displays only non blank fields e Custom Opens the Custom AutoFilter dialog to filter the column using a boolean equation Choose one or two filter expressions a boolean operator and type values e Select Columns e Tag All e Release All e Set Record Scroll Order e Output to e Find e Group e Summary o Filter Schedule an activity by working with the Center and the GoldMine Calendar Select a contact to be scheduled and drag itto the open Calendar When you release the mouse button GoldMine displays the Schedule an Activity window Use itto schedule an appointment or other activity for the selected contact 9 Save your search criteria as a Filter or search results as a Group see Saving Search Results as a Group on page 192 169 Contact Search Center GoldMine User Guide Saving Search Criteria as a Filter After creating a search in the Center save it as a filter search 1 After creating a search you can save the results as a gr
85. Expand the Open folder and select a task 4 Click Properties The specific task dialog box opens 5 Change task properties as needed Using Constant Contact GoldMine is able to connect with and download contact related campaign information from Constant Contact You must have access and login privileges to a Constant Contact account before you can download campaign information Select from the following topics to learn more about viewing Constant Contact campaign information within GoldMine Downloading Campaign Information from Constant Contact Refreshing Campaign Information View Campaign Information for a Contact GoldMine User Guide Marketing Tools 209 Downloading Campaign Information from Constant Contact Anyone with a Constant Contact account is able to download campaign information which includes a summary of the campaign information and campaign activity relating to contacts 1 From GoldMine select Go To gt Campaigns gt Constant Contact Campaigns to open the Constant Contact tab The first time you log in the page will be empty as no campaigns have been downloaded yet 2 Click Configure to display the dialog enter the Constant Contact User Name and Password and click Login 3 Asa first time user you are asked if you want to download Click Yes to retrieve a list of campaigns in Constant Contact This may take a while Once the data is downloaded the default view displays the 10 most recent campaigns View more ca
86. Forecast Analysis tab and right click on an open Activity List 2 Select Analyze The Forecasted Sales Analysis dialog box opens The Forecasted Sales Analysis dialog box provides this information about projected sales or cash flows for individuals groups of individuals or the entire organization O Analyze Users The users included in the analysis your username displays by default To add or change the analyzed users click Select User s O Period Forecasted sales statistics divided into several periods The top portion of the analysis screen shows forecasted sales statistics by week for the next four weeks Total amounts for the four week period display below the weekly section Below the weekly section forecasted sales for the next four months are broken down by month The Beyond line includes forecasted sales scheduled to close after the next four months Grand totals for the lower section display at the bottom of the screen O of Sales The total number of forecasted sales activities scheduled on the calendar for the period O Forecasted The total dollar amount of sales scheduled on the calendar for the period Prob The average probability of a sale closing in this period calculates by averaging values in the Probability field for all Forecasted Sales activities scheduled in the period e Potential The expected value or weighted value of sales closing in this period This value is determined by multiplying the total forec
87. Format of Queries and Results of Searches The following search query formats are supported in Universal Search and intended for advanced users e General Format see page 177 e lt For Whom gt Format see page 177 e From where wps Format see page 178 e Search Criteria Format see page 178 176 Universal Search GoldMine User Guide General Format The following format is supported lt For whom gt From where wps search criteria Where lt For whom is the contact s for which you want to find information from where wps is a Universal Search filter other than a Contacts area filter from where you want to search Search criteria is any word s you want to use in the search You do not need to complete all parts of this query For example if you complete only lt For whom this will return information that shows only contacts If you complete only wps this will return data from filters If you complete only search criteria this will return data for all areas Examples The following are examples where the words calls emails and cars are Universal Search filters lt Art Bar gt calls This query returns all calls to contacts that contain Art Bar NOTE To return calls only from Art Bardtoll use the lt For Whom gt format Art Bar calls This query returns all calls that contain Art Bar lt Art Bar gt calls emails California This query returns all calls and e mails with the word California for
88. GoldMine GoldMine Premium Edition User Guide Version 2014 1 p e 490 McCarthy Bld Suite 100 Milpitas CA 95035 USA TEL 800 776 7889 www frontrange com Rev 2014 1 03 27 14 Copyrights and Trademarks Copyright 2013 FrontRange Solutions USA Inc All Rights Reserved USE OF THIS SOFTWARE SUBSCRIPTION SERVICES AND RELATED USER DOCUMENTATION IS SUBJ ECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE FRONTRANGE SOLUTIONS END USER LI CENSE AGREEMENT HEAT CLOUD SUBSCRIPTION SERVICES AGREEMENT AND ANY TERMS OF SERVICE SUBSCRIPTION AGREEMENT YOU MUST AGREE TO THE TERMS AND CONDITIONS OF THE SUBSCRIPTION AGREEMENT IN ORDER TO USE THE SOFTWARE AND SUBSCRIPTION SERVI CE WARNING The software described in this manual and its related user documentation are protected by copyright law In no event shall any part of the related user documentation be copied reproduced distributed transmitted stored in a retrieval system or translated into any language without the express written permission of FrontRange Solutions USA Inc FrontRange Trademark Information The following are trademarks of FrontRange Solutions USA Inc and or its affiliates in the United States and or other countries FrontRange Solutions FrontRange SaaSIT ModernizelT SaaS2 GoldMine GoldSync GoldMine Answer Wizard GoldMine Management Intelligence GoldMine Manager s Console iGoldMine HEAT HEAT Service amp
89. GoldMine User Guide 1 AP 206 Managing Templates After you have created templates see Creating a New Template on page 226 you can use the following procedure to manage your templates Clone Edit or Delete 1 At the Service Center click the Template down arrow and select Manage Templates You can also access the Manage Templates dialog box by clicking New Case gt New Template and then clicking Cancel The Manage Template window opens 2 Select the template from the list 3 Use the buttons to the right of the list for make the following changes O New opens the Edit Template with a default template name O Edit opens the Edit Template dialog box for the selected template O Clone opens the Edit Template dialog box with the information from the currently selected template but with the New prepended to the name to make a copy O Delete deletes the template from the list of available templates 4 Make any desired changes and then click Save Managing Cases Reassigning a Case see page 228 Escalating a Case see page 229 Resolving a Case see page 230 Abandoning a Case see page 230 GoldMine User Guide Service Center 7 Reassigning a Case You can reassign a case to another user Use the following procedure to reassign a case At the Service Center window at the toolbar click Reassign The Reassign Case dialog box opens and displays the selected case s unique number Click the Use the R
90. LECT FROM Contactl WHERE city like _ew _ ork Use the underscore _ character to match any single character Restrict to Two States To find all contacts in CA and NY write your statement as SELECT FROM Contactl WHERE state NY OR state CA ORDER BY state city Duplicate Contacts Finding all possible duplicates in a database can be difficult A query to find duplicate Contact Records in the database is to search on duplicate Account Numbers looking in both the Contact1 and Contact2 tables SELECT count AccountNo FROM Contact2 GROUP BY AccountNo HAVING Count gt 1 Duplicate RecID To find Contact Records with duplicate ReclDs use this query SELECT recid FROM Contact2 GROUP BY recid HAVING count recid gt 1 Find Orphans An orphan record exists when there is a Contact2 record but NOT a Contact1 record SELECT FROM Contact2 WHERE AccountNo NOT IN SELECT AccountNo from Contact1 Contact Records with No E mail Address To subset Contact Records with no e mail address use this query SELECT company contact FROM Contactl WHERE accountno NOT IN SELECT accountno FROM ContSupp WHERE contact E mail Address 186 Working with Filters GoldMine User Guide View New Contact Records Entered During a Specific Time Period The Summary tab of a contact record has a create on field that records the date the record was entered Use the createon field to build a subset of records created on a certain date Cre
91. O Closed Sales The total dollar amount of sales recorded as Closed Sales when the forecasted sales activities are completed O Lost Sales The total dollar amount of sales recorded as Lost Sales when the forecasted sales activities are completed O Quota Period By default GoldMine sorts quota entries by the calendar period for quota assignments When a user has entries for multiple quota periods the listings appear in chronological order the oldest quota assignment appears first and the most current quota assignment appears last O User Alphabetize quota entries by username Multiple quota entries for a User appear in chronological order O Quota By default GoldMine uses data in the Quota Forecast Closed Sales and Lost Sales columns to calculate the percentage of quota achieved by the salesperson during the period The percentage of successfully completed sales to assigned quota appears in the Closed Sales column while the percentage of unsuccessful sales appears in the Lost Sales column O Forecast Calculates the percentage of forecasted sales against sales already completed during the period The percentage of successfully completed sales to forecasted sales appears in the Closed Sales column The percentage of unsuccessful sales appears in the Lost Sales column O New Access the Assign new quota dialog box see Assign New Quota Dialog Box on page 127 to assign a quota to a user for a defined period O Delete Deletes the hi
92. Open the Schedule a Literature Request dialog Other Action Open the Schedule an Other Action dialog To do Open the Schedule a To do dialog O Event Open the Schedule an Event dialog O0O000 Edit Open a dialog box appropriate for editing the specified scheduled activity Complete Open a dialog box appropriate for completing the specified scheduled activity Delete Delete the activity that is currently selected in the Pending list Notes Use the Case Manager Notes tab to create and edit notes pertaining to an individual service case To create a new note from the Notes tab select Add Note e Atext field with a text formatting toolbar appears Type your text apply formatting options and select the yellow Save icon at the far left of the toolbar to create a new note Team Use the Case Manager Team tab to add users to a team for the specified case e To add team members select Add from the Team tab window O Select a User from the drop down menu and assign a Role for that user O Repeat these steps to add more team members e To edit roles for each team member select Edit from the Team tab window edit the Role field and select OK e To delete team members highlight a user select Delete then select Yes in the dialog that appears Tasks Use the Case Manager Tasks tab to create and assign tasks to users for the specified case To Create a New task Select Add from the Tasks tab window The New Task dialog appears
93. Save the contact record without the required data an Override activity adds to the History tab of the record 5 Editing Contact Records You can update contact records with new information or changes 1 Position the mouse cursor inside the field and click to activate a cursor 2 Type your changes in the selected field or edit based on F2 Lookup values To edit based on the F2 Lookup list click the right facing arrow or press F2 to display the predefined field values Select the value to update the field with You can add values to the F2 Lookups 3 advance between fields press the Tab key You can also select fields by clicking CTRL First letter of field label Note that the Tab key goes through fields in the order set in the Field Properties dialog box gt Layout tab gt Field Order area Change the order by changing the Position Number This does note affect where the fields display in the Contact record 4 After editing the contact fields press ESC or go to the next record to edit Some fields such as the Last Update field on the Summary tab are display only GoldMine generates the value of these fields automatically and prevents the user from making changes If you click on one of these fields with the left mouse button no action will take place 154 Editing Contact Records GoldMine User Guide Printing Contact Records When you make a print request GoldMine gathers the contact information into a
94. Select User Lists the filters for the selected user Select from the dropdown list O Add Click this button to add a new filter gt Name Type in the name of the new filter gt Owner Select the owner gt Area Select the area for the filter for example Contact or Campaign gt Expression Build the expression Build Click this button to open the GoldMineLookup Wizard and build a search filter as an SQL query Check Click this button to verify the filter expression O Edit Select a filter and then click this button and make your edits O Remove Select the filter you want to remove and then click this button NOTE When searching for File Extension using the Begins with options you must enter the preceding period before the extension to properly search for the file extension such as 006 or xIs 7 Atthe Advanced tab select the GoldMine tables that Microsoft Full Text Search will index This property page in this case the Advanced tab is available only for users with master rights O Enable Indexing Activate this checkbox to enable Microsoft Full Text Search indexing of the selected tables To unselect a table click on the checkbox next to it and the checkmark will disappear To reselect click on the checkbox again NOTE When you enable indexing all the areas are automatically selected To unselect an area click on the checkbox next to it and the checkmark will disappear To reselect click on the checkbox again
95. The History tab stores completed scheduled and unscheduled activities for the contact The tab displays the following information 6 Date Date the activity was completed User Name of the GoldMine user who completed the activity e Activity Type of activity GoldMine records these types Action Next Action Appoint Appointment Call Back Scheduled call Call In Incoming call Call Out Outgoing call E mail In Received e mail E mail Out Sent e mail Event Event Form Mail merged correspondence form Lit Fulfilled literature request MsgRtn Returned message Msg Filed Filed message Other Other action To do To do action Code Activity code associated with the completed activity To display the Code column place ShowHistActvCode 1 in the ActvObj section of the username ini Result The result code lets you categorize the outcome of the activity Use it to analyze completed activities Reference Reference information entered when the activity was completed Indicates what action was taken Sent letter Left voice mail If you activate a history filter from the local menu GoldMine places Filter Active in the Reference column title Notes Freeform text about the completed activity Can include all notes added as the activity progressed or information explaining a user s involvement with a contact Field stores up to 32 kb per record with no limit to the number of history records per contact 164 About the History Tab
96. The Knowledge Base window appears 3 Browse to the desired topic using the navigation pane to the left and the preview pane to the right 4 With the appropriate topic highlighted click Select The topic is now listed in the Resolution Tab with a hyperlink and a title To Remove a Knowledge Base Topic from the Resolution Tab 1 Selecta topic from the Remove Knowledge Entry drop down menu 2 Select Yes in the dialog that appears History When an Activity or Task has been completed it is moved from the Pending or Task tab to the History tab Double click an activity or task in the History tab to view additional details about the history of that item Contacts The Contacts tab lists all Contacts linked to the current Case To Add a Contact to the Case Right click in the Contact list section and select New Contact Then click the Search button to the right of the Company field and select to Look up contact opens the Contact Search Center or Create a new contact opens the New Record dialog box from the menu To Edit a Contact Select the Contact from the list then right click and select Delete from the menu a IMPORTANT There is no Undo or warning prior to selecting the Delete command GoldMine User Guide Service Center 9 Case Manager Preferences The Case Manager Preferences dialog allows you to customize the data that appears in the Case Manager To Access the Case Manager Preferences 1 Open the Service Center D
97. The outgoing message will be sent encrypted 2 Ifa Digital ID is not configured for the contact a warning box states GoldMine cannot encrypt the message Click OK to return to the unsent message window 3 Configure the contact s Digital ID or remove the encryption from the message by clicking the Encrypt Message drop down arrow and toggling the Encrypt using Digital ID option off Sending Digitally Signed E mail Contact Communication GoldMine User Guide 90 When digitally signing a message you must have a digital ID configured in GoldMine The digital signature contains your private key and confirms for the recipient your From address matches the signature Configure your Internet Security settings to automatically sign all outgoing messages with your digital ID On the toolbar click the Sign with Digital ID button Your digital signature is added to the outgoing message Signature Failure Reasons The sender and signature do not match e The digital signature is expired The Certificate Authority is not configured in GoldMine Sending E mail to Multiple Recipients Use the Mail Merge tab on the Edit E mail dialog box to send the e mail to all contacts or to a filtered group of contacts Use the following procedure to send an e mail to multiple recipients 1 At the Edit E mail dialog box click the Mail Merge oP tab 2 Select Merge this E mail to a group of contacts to activate the mail merge options 3 Select
98. Unlink Send Send all Re Send Re Queue and Actions which is a drop down button with the following functions Set up E mail rules Customize E mail templates Set up Distribution lists Sync Contact Show Preview Edit E mail Options e Ifa Sent subfolder is opened then General E mail Center Toolbar consists of New Message Print Refresh Delete Forward File it with its options Re link Unlink Re Send Re Queue and Actions which is a drop down button with the following functions Set up E mail rules Customize E mail templates Set up Distribution lists Sync Contact Show Preview Edit E mail Options Depending on the action being performed the following commands are available in the General Toolbar Command Description New Message Creates a new message in the Edit E mail window or create a new mail subfolder Re link Unlink Links files to or unlink files from contacts e Print Prints the currently selected message e Refresh Refreshes the contents of the e mail list e Delete Deletes the currently selected message 6 Stop Stops any current retrieval process Set up E mail Rules Sets up E mail rules e Customize E mail Templates Creates and edits e mail templates in the Document Management Center e Set up Distribution Lists Creates and edit Distribution Lists e Send Sends the selected message e Send All Send all outbox messages e Re Send Resends the selected message Outbox e Reply Opens a reply to the sender
99. Whereabouts for others right click and select Log Away In the My whereabouts text box type or select your whereabouts 5 In User Inactivity area blue bars indicate the length of time a user is inactive based on the absence of mouse clicks or keystrokes The Peg Board displays a column indicating when user s systems perform various actions O The gear symbol indicates the user is performing batch processing such as globally replacing fields or synchronizing O The bell symbol indicates the user logged away but is still logged into GoldMine O The question mark indicates the user terminated without logout 6 Users with Master Rights can force all users to exit GoldMine to perform maintenance on the system The forced logout grants users a specified amount of time to save their work before being logged out TIP A Master user can also force a single user to log out by double clicking the user s green tack in the Peg Board display NOTE By default GoldMine periodically updates the Peg Board display beneficial for notebook PCs that use power conservation features that shut down the hard disk To disable the periodic update feature enter UpdatePegboard 0 in the GoldMine section of Username ini Task List in the Calendar Select Go To gt Calendar The Calendar window opens The Task list displays on the Day Week or Outline calendar and displays activities Highlight the item right click to open the context menu and then select from t
100. Word is disabled during the Merge amp Edit process O Print Opens the Mail Merge Properties dialog box See Using Mail Merge Properties for Printing on page 84 If you print immediately a record of what was sent to the contact is filed on the History tab Using Mail Merge Properties for Printing Use the following procedure when merging and Printing Faxing documents 1 Inthe Document Management Center right click a document template and select Print or Fax The Mail Merge Properties dialog box opens TIP You can also access the Recipient tab by opening the Actions menu and selecting Begin Mail Merge The Mail Merge Properties dialog open Select a template on the Template tab and then click the Recipient tab 84 Contact Communication GoldMine User Guide 2 Inthe Contact Selection area select from the following This Contact Merges the document with the primary contact from the active contact record or select an additional contact from the drop down list All contacts linked to contact name Merges the document with the primary and additional contacts for the active contact record All contacts in the following filter or group Merges the document with ALL contact records or with the filtered group or contact group selected from the drop down list If you select All contacts linked to contact name or All contacts in the following filter or group select from the following O Primary Merges the document with the primar
101. a for a 24 hour period This field is unavailable when generating hourly graphs for scheduled activities O Show Grid Displays lines representing the horizontal axis of the graph default To generate a graph without this grid clear the option 4 Click Graphs to generate a graph Based on your selection in the Graph Type area of the Graphical Analysis Option dialog box you see a bar or line graph 5 return to the Graphical Analysis Options dialog box from the graph display click Options To Use Wild Cards in Activity and Result Code Fields GoldMine recognizes the asterisk character as a wild card in the Activity Code or Result Code fields on an analysis screen When placed in these fields an asterisk tells GoldMine This position can contain any character For example entering 5 5 in the Activity Code field makes GoldMine calculate the analysis based on any activity code with S in the first and last positions of the Activity Code field The second character in this field can be any character in the history or calendar records being analyzed To calculate all activity codes that begin with S enter in the Activity Code field GoldMine User Guide Sales Management 125 Using Leads Analysis Managers can track valuable information on the status of sales efforts and the effectiveness of advertising and promotional efforts in generating inquiries and sales GoldMine then becomes a strategic asset by providing time
102. ab name you want to display and then click OK O To delete a tab uncheck the box next to the tab name you want to delete and then click OK O To rearrange the order of the tabs select the tab and click the Move Up or Move Down and then click OK The tabs order changes O To rename a tab select the tab and click Rename Type the new name in the dialog box and click OK The new name appears on the tab To make this change global throughout GoldMine click Customize tab labels globally O To abandon the changes click Reset and then click OK The original tabs tab names and tab order appear 150 About Contact Record Tabs GoldMine User Guide About Creating Contact Records Create contact records several ways e Create a new record for a new company e Create a new contact with a new relationship tree organizational chart e Create a new contact based on a record type Creating New Default Record Types Create Contact Records several different ways The method outlined here creates a new record based on a record type Also create a new contact with a new organizational chart or create a new contact linked to an existing organizational chart New records based on record types require you to configure the new record creation options for the various record types in the Record Types Administration Center To create records based on record types you must use Field value based rules 1 Open the File menu and select New gt New Default Reco
103. act configures Outlook so you can quickly evaluate each others available time when scheduling activities with each other e Your contact publishes his Outlook free busy time to a file ftp or http location e You publish your GoldMine free busy time to a file ftp or http location e Your contact configures his entry for you in his Outlook Contacts to access the URL location to which you publish your GoldMine free busy time e You configure the Record Properties free busy time to access the URL location to which your contact publishes his free busy time Configuring IIS to Access ifb File Types When accessing a contact s free busy times on an http location configure your Internet Information Services IIS to access ifb file types Launch your system Administrative Tools and select Internet Information Services Right click Web Sites in the tree pane and select Properties At the Web Sites Properties dialog box select the HTTP Headers tab and click File Types At the File Types dialog box click New Type At the File Type dialog box at the Associated Extension field type ifb In the Content Type MIME text box type text calendar Click OK on each dialog box to save and close Scheduling from Meeting Requests The GoldMine Meeting Request option e mails meeting request to GoldMine Outlook and other iCalendar enabled applications You can e Be the meeting organizer or the recipient of the e mail
104. add attachments as needed O To add an attachment click Add and complete the New Attachment dialog box O To delete an attachment click on the attachment and click Delete O To view an attachment click View Click on the Resolution tab to add resolution information to the case as needed O To add a note click Add Note and type the note in the workspace O To search the Knowledge Base click Search Knowledge Base O To delete a Knowledge base entry click Remove Knowledge Entry When an activity or task is competed it is moved from the Pending or Tasks tab to the History tab Click on the History tab and double click on an activity or task to view additional details about the history of that item Click on the Contacts tab to view the contacts associated with this case Save this case by clicking on the Save icon in the toolbar Creating a New Template The Template fields are based on typical service case categories and prioritization For example a template might be used when the service call center logs a request from a customer to repair a telephone that is under warranty Use the following procedure to create a new template At the Service Center click the down arrow on New Case gt New Template The Edit Template dialog window opens At the New Template Name field type a name for the new template Select or type or select appropriate F2 lookup field values see F2 Lookup Lists on page 331 Click Save Service Center
105. address as a digital signature e Your public key e Expiration date of the public key e Name of the Certification Authority CA who issued your Digital ID GoldMine User Guide Contact Communication 103 e Serial number of the Digital ID e Digital signature of the CA Using Digital IDs A digital signature provides security by verifying the message originated from a specific person and that the message has not been altered A digital ID also works as a message encryption method Digital ID encryption scrambles a message with a recipient specific algorithm Public and Private Keys The digital ID encryption uses a system of key pairs that include a public key used to encrypt a message and a private key used to decrypt a message The sender of a secure e mail must have the recipient s public key to encrypt the message When the message is received it is decrypted using the recipient s matching private key Using GoldMine you can exchange encrypted e mail messages with a contact You must have the contact s digital ID that includes his or her public key and the contact must have your digital ID that includes your public key In GoldMine you must then import the contact s Digital ID using the contact s Edit gt Record Properties gt Contact Details gt Digital IDs tab and import your Digital ID using your Internet E mail Preferences gt Security tab For example when you send an encrypted message to a contact it is encrypted in Gol
106. ager defaults to the Acct Manager in the template e Change any values added from the template 9 Click OK to save and close Using the Opportunity Wizard Use the Opportunity Wizard to create a sales opportunity and configure the basic information 1 Select Go To gt Opportunities 2 Atthe Opportunity Manager right click the upper pane and select New 3 Atthe New Opportunity Prompt dialog box select Yes to view the Opportunity Wizard Welcome dialog box If you click No the New Opportunity dialog box opens The Company field defaults to the active contact record Click the Search button to launch the Contact Search Center and then select the new contact record 4 Contacts and additional contacts available in the Contacts drop down list are associated with the selected company Select the contact for the opportunity and click Next 5 Atthe Description dialog box complete these fields O Enter or select a description for the opportunity below Type or select a name from the F2 Lookup list O Templates of User Select the user or user group in the drop down list O Please select a template of the selected user Select in the drop down list The templates displayed are owned by the user selected in the Templates of Users field Click Next 6 Atthe Overview dialog box complete these fields Manager Select the owning user or user group in the drop down list Code Type or select a code from the F2 Lookup list Probability Type or selec
107. aign Creation Wizard Delete Campaign Removes selected campaign Rename Campaign Renames selected campaign Clone Campaign Copies selected campaign to a new campaign New Task Adds new task to selected campaign Task Properties Modifies selected campaign Delete Task Removes selected task from the campaign Complete Task After task is accomplished marks it as complete Assign Contacts Opens the Contact Search Center Expand Collapse Opens or folds up sub entries in the navigation pane Expand All Opens all folders in the navigation pane Refresh Updates campaigns listed in the navigation pane GoldMine User Guide Marketing Tools 205 Campaign Management Center Toolbar New Campaign Launches the Campaign Creation Wizard Clone Campaign Copies selected campaign to a new campaign Rename Campaign Changes given name of a campaign Delete Campaign Removes selected campaign New Task Adds new task to selected campaign Complete Task Updates a task to Completed Delete Task Removes selected task from campaign Task Properties Modifies selected campaign task Assign Contacts Opens the Contact Search Center Configure Weblmport Displays the Weblmport Profiles dialog box a Y A lx ja le la le jo le Using the Campaign Management Center The following procedure allows you to create modify or delete campaigns using the Campaign Management Center Use the Toolbar or Navigation Pane Menu to access actions
108. ail Center right click and select Options gt Set up Distribution Lists 2 At the Distribution List Center right click the upper right pane and select New Distribution List 3 Type a descriptive name for the list and press Enter 4 Right click the new distribution list and select one of the following options O Add Contact Add a contact from the Contact Search Center O Add Contacts E mail Add a contact from the Contact Search Center and specify the e mail address O Add User Add a user or user group O Add Manual E mail address Select or type the e mail address NOTE You can add more than one recipient to the Distribution list Using Encryption and Digital IDs Using Digital IDs with E mail Messages Using Digital IDs Public and Private Keys Levels of Security Sharing Public Keys Using Digital IDs in GoldMine Using Digital IDs with E mail Messages If you and your contact use digital IDs to verify signatures and send encrypted e mail messages you can use GoldMine to configure your Internet E mail Options Your digital ID also known as a digital certificate is a file sent with an e mail message identifying you as the authentic sender Digital ID certificates are files issued by a certified security authority such as VeriSign Inc or from your Microsoft Exchange Server administrator Digital IDs have an expiration date and must be renewed periodically to remain valid A digital ID typically contains e Your name and e mail
109. ally publish select Web gt Publish Calendar gt Publish Free Busy Times NOTE ifb is an iCalendar standard extension Exporting Your Calendar as ics 1 Select File gt Import Export gt Export to an iCalendar File to open the Export to an iCalendar File dialog box Select the activities based on contacts or users from the drop down list Select to use either the Current contact record or the Filters Group option which enables the drop down list The User s selection option enables the list below allowing you to select all users or specific users Select the types of activities to export by checking the desired Activity Type Enter a Date range for the calendar export Click the Export button Browse to the location you want to save the ics file and click the Save button Accessing Shared Calendars e To read a contact s published ifb select Edit gt Record Properties gt Contact Details and the click the Free Busy tab See Setting Free Busy Times on page 67 e To use the Contact s published ifb in the Schedule an activity dialog box select Schedule gt activity and the click the Free Busy tab See the GoldMine Administrator s Guide e To importing a contact s isc and link to a GoldMine contact record iCalendar select File gt Import Export gt Import from an iCalendar File See the GoldMine Administrator s Guide GoldMine User Guide Calendars 1 Configuring Calendar Publishing i
110. alog box to locate a particular record use the Find option O Right click and select Find O Type a character string in the Find What box on the Find dialog box A character string is any series of alphanumeric characters including spaces treated as a group 5 send the data in the History tab to an outside format right click and select Output to O Send the data to the printer as a GoldMine Report Word Excel or the clipboard 6 Toremovethe record from the tab right click and select Delete GoldMine User Guide Opportunity and Project Management 7 148 Opportunity and Project Management GoldMine User Guide Contact Management Overview GoldMine uses the contact record contact as the core component to which all information is tied When a contact is added to GoldMine s database a contact record is created It contains such basic information as name address and telephone information about a person or company you keep in contact with The record s many fields record pertinent and updated information always making the newest information available to GoldMine users working with the contact NOTE The default view for contact records is the Contact List view Double click on a contact to open that contact record The contact record has two basic sections Upper section Contains standard contact information such as name address and telephone numbers and five user definable fields This part of the screen is th
111. anaging Case Manager Tabs on page 217 To Search the Knowledge Base from the Resolution Tab 1 Inthe Search For text box type the word or phrase to search NOTE The drop down list includes previously searched terms 2 Inthe Search Scope area select O Knowledge Base Search the entire Knowledge Base O Last pages found Search topics retrieved by previous search O Select Match whole words only to match the entire word O Select Match case to match the upper and lower case of a word 3 In the Search Area select the areas you will search in O Keywords Keywords added to the Topic Properties O Topic name O Folder name O File names Attached files O Topic text Text within the topics 4 Click Search The Search for status window appears Zero indicates no matching topics If matching topics are located a Search Results tab is added displaying them in the left pane GoldMine User Guide Knowledge Base 239 240 Knowledge Base GoldMine User Guide Outlook Integration Overview GoldMine s integration with Microsoft s Outlook adds the contact message linking and history tracking features in GoldMine s E mail Center for Microsoft Outlook users The installation also adds a GoldMine menu and toolbar to Outlook s main window and a GoldMine Navigation panel to the standard Outlook Navigation pane TIP For additional information regarding setup and configuration refer to the Outlook Integration Administration top
112. ane of the contact record displays the opportunities associated with the contact To Use the Opportunity Manager Select Go To gt Opportunities 2 Atthe Opportunity Manager use the toolbar functions to perform general actions and the local menu for other actions 3 To view the opportunities assigned to a user user group or all select the user in the Manager drop down list 4 To filter the displaying opportunities click on the Show drop down menu and select the corresponding Status To view all opportunities that are not closed select Active in the drop down list 5 create a new opportunity right click the upper pane and select New See Creating Opportunities on page 134 GoldMine User Guide Opportunity and Project Management 3 6 Manage Opportunity details using elements located in these tabs O Influencers Contacts associated with the opportunity Products Products or services you are pursuing as a sales opportunity Tasks Schedule a plan of action with specific tasks assigned to users or user groups Team GoldMine users and contacts contributing to the opportunity Issues Possible roadblocks to the successful completion of the opportunity Notes Type free form notes related to the opportunity Competitors Create a list of companies that are competitors for the sale Details Links Simple details and allows you to link documents Pending Scheduled activities for the opportunity History Completed activit
113. any phone and address and also serves as the basis for all scheduled work in GoldMine acting as the central link between GoldMine s Calendar and History by maintaining all past and pending events related to the individual contact records in the GoldMine database Contact set Database consisting of the contact information Contact1 Contact2 ContSupp ContHist ContGrps ContUdef Conttlog and sometimes Lookup GoldMine allows you to have more than one contact set Contact tabs Set of tabs located below the main Contact Record containing information associated with the contact including additional contacts pending and history information Contacts tab Additional contacts associated with the Contact Record Curtaining See Record curtaining Custodian The person responsible for the resource Database A collection of data fields and related tables storing information that facilitates access and retrieval Details tab Structured user defined information associated with each Contact Record Dialog field A field created to open a dialog box and prompt the user for parameters to include in the report Digital ID Digital signature and encryption keys sent with e mail messages Entity Used to refer to a single record type Consists of a customized combination of primary fields views custom screens and GM Views Event Step by step instructions contained in an Automated Process or track that GoldMine must evaluate to per
114. aphical calendar O Close by Select the date the opportunity should end from the F2 graphical calendar O Actual Close Defaults to the date displayed in End Date Updates when the opportunity is actually completed 7 Click OK to return to the Opportunity Manager window with your new opportunity in the upper pane 8 Each tab must be updated manually See Using the Opportunity Manager on page 133 Creating Opportunity Templates Use the following procedure to create an opportunity template 1 Select Go To gt Opportunities 2 Atthe Project Manager window click the New Opportunity drop down menu button and select New Template The Opportunity Templates Properties dialog box opens NOTE The settings you configure in the template are used when an opportunity is created based on the template Carefully consider the settings for example the Acct Manager becomes the default owner and therefore the default Manager of the opportunity Users can change the settings as they create the opportunity O Template Name Type the name of the template or select a name in the F2 Lookup list O Manager Select the user or user group in the drop down list O Code Type or select a code in the F2 Lookup list O Status Type or select the starting status for the opportunities created using this template O Stage Type or select the beginning stage for the opportunities created using this template O Source Type or select the source of the opportunity
115. ar Displays your calendar for the date of the received meeting notice so you can check your schedule before accepting If you accept the new activity appears in your Calendar GoldMine updates according to the option selected 70 Calendars GoldMine User Guide Sharing Calendar Information GoldMine enables several calendaring options including sharing your free busy times or publishing your entire calendar as well as accessing a contact s shared calendar NOTE Users with limited access to others user calendars might not see other users forecasts Use the following procedures to share GoldMine User calendars e Publishing Your Calendar as ics and htm see page 71 Publishing Your Free Busy Time as a ifb File see page 71 Exporting Your Calendar as ics see page 71 Accessing Shared Calendars see page 71 Configuring Calendar Publishing in the Server Agents Administrator see page 72 Publishing Your Calendar as ics and htm Select Tools gt Options Select the Calendar tab click More Options and select the Publishing tab To automate with Server Agents select Tools gt Services gt Manage Server Agents Select the Calendar Publishing tab and adjust settings oF To manually publish select Web gt Publish Calendar gt Publish Calendar s Publishing Your Free Busy Time as a ifb File 1 Select Tools gt Options Select the Calendar tab 2 Click More Options and then select the Free Busy tab 3 To manu
116. ard Click Finish to close the User Information Wizard and return to the QuickStart Wizard dialog box 1 ao PON Using the User QuickStart Wizard Use this wizard to create and update users and their settings The created or updated users are available in the Users Master File select Tools gt Configure gt Users Settings Use the following procedure to configure users with the User wizard NOTE Contact your administrator before using this wizard Select Tools gt Quick Start Wizard At the GoldMine QuickStart Wizard dialog box click the User Wizard button The Welcome screen of the QuickStart Wizard User Settings dialog box opens Click Next At the Username accounts dialog box select either O Create New User Create a new user O Update Existing User Select the name of the user you are editing in the drop down list Click Next Complete these fields to create or modify the user settings O GoldMine Username If creating a new user type the user name up to 8 characters in the text box O User s Full Name Type the first middle and last name as appropriate for your company O GoldMine Password Type a password the user uses when logging into GoldMine The user can change the password on the Personal tab of the Users Options dialog box O Select Master Rights if you are granting the user unrestricted access to GoldMine features and settings except other users Personal Contacts and PersonalBase in the InfoCenter NOTE On
117. ars GoldMine User Guide O Click Calendar on the Navigation Panel NOTE To see the calendars of other users select the user or user group from the User drop down list 2 Select your Calendar View by selecting one of the following tabs O Day Activities scheduled for the day Week displays the week Sunday through Saturday Year displays the entire year with scheduled days highlighted Planner displays activities of the selected user for today and the next 22 days Each users activities are represented by a colored bar showing the amount of time reserved for the activity Q O Month displays schedule related information for the month Q Q O Outline displays scheduled activities in a hierarchical tree structure with branches that correspond to years months and days For more information see Using the Outline Calendar on page 61 O Peg Board displays login status and activity of individual users and system availability The Peg Board tracks the login and logout times total logged time and keyboard and mouse click activity For more information see Using the Peg Board on page 62 3 Click the toolbar options to schedule and complete activities move through the calendar set the display delete and edit the scheduled activities 4 Right click and select the local menu options to manage specific activities synchronize and set the output to options change users and access other options 5 Right click Tasks or Occasions to
118. as sent BNC Bounce A campaign email bounced and was not received OPN Open A campaign email was opened CLK Click A link within the email was clicked OUT Opt Out The recipient unsubscribed from receiving any further e mails If so Constant Contact will not send e mails to this contact in the future even if their name appears on another campaign list FWD Forward The recipient forwarded the email using the Forward to a Friend functionality A campaign may have multiple actions associated with it that are listed under the Results column For example if a contact was sent the email opened it and clicked a link opened it then opened it again and forwarded it each action is recorded as a separate line So you may see the campaign listed multiple times with a different code for the Result GoldMine User Guide Marketing Tools 211 212 Marketing Tools GoldMine User Guide Service Center Overview Case management functionality in GoldMine Premium Edition provides customer service agents the ability to capture service requests then filter and access the details of each case The customer service center enables your entire service division to pursue arrange and filter all service requests and optimize work flow throughout the day GoldMine Premium Edition case management features allow your service professionals to assign escalate and resolve customer service requests quickly and efficiently Quickly access customer
119. as the user who created the PersonalBase 4 Create edit and search the Knowledge Base Set security and notification for users 5 Create and edit topic text and linked files See Adding HTML Text to Knowledge Base Topics see page 238 and Adding Attachments to Knowledge Base Documents see page 239 GoldMine User Guide Knowledge Base 235 6 Click X to close 236 Knowledge Base GoldMine User Guide Knowledge Base Toolbar Adds a book to the Knowledge tree Adds a folder to the selected book 07 Adds a topic to the selected book or folder Displays the Topic or Section Properties dialog box for the selected item Displays the Attach File tab of the Topic or Section Properties dialog box Deletes the selected item Displays a Table of Contents in the lower right pane of the selected book E xX e Displays the Search dialog box and allows you enter search terms 4 Launches attachments graphics or other applications G gt Creating and Editing Knowledge Base Books Folders and Topics Organize information in the either Knowledge Base or Personal Base by creating high level books internal folders and pages to address individual topics To Create Knowledge Base Books Folders and Topics 1 Select Go To gt Knowledge Base or select Knowledge Base from the main navigation panel The Knowledge Base window opens 2 To create a book click the New Book toolbar icon e At the lt new book g
120. asted sales amount Forecasted by the average close probability Prob O Select User s The Select Users dialog box from which you can select GoldMine users for activity analysis O Code Forecasted sales with the entered activity code Use wild cards to select multiple activity codes By default this field is blank to include all activity codes in the analysis O Analyze Calculates the totals in the display O Close Closes the dialog box Using Graphical Analysis The GoldMine Graphical Analysis tool generates summary graphs of user activity data based criteria You can display data as a bar graph or a line graph GoldMine can represent all activity for a period of time or one of several types of activities Graphs can also represent total activities a comparison of all users or selected users To Generate a Forecasted Sale 1 Select Go To gt Analysis gt Graphical Analysis 2 The Graphical Analysis Options dialog box contains options determining the time range and activities to include in the graph Select the options you need Complete Completed activities Scheduled Scheduled activities Totals Total activity data for specified users Comparison Activity data for individual users as specified Bar Graph Comparison of different periods or users Line Graph Trends over time O0O0000 124 Sales Management GoldMine User Guide O Select User s Accesses a list of users If the Comparison option is selected und
121. ata Management gt Delete Records The Delete Wizard opens 2 Select one delete option and then click Next O Delete old history record Purges old history data from the contact database Delete all history records from the contact database or activate a filter or group then use this option to delete history records from the subset of records NOTE Removing old history records periodically can significantly reduce the amount of disk space used by contact sets O Delete ALL filtered contact records Deletes a subset of records from the contact database based on a filter or group 3 Specify the records you want to delete by clicking the down arrow and selecting a group or filter The default is All contact records Click Next 4 Ifyou selected Delete old history files select a date from which you want files deleted If you want all files deleted up to 10 01 for example select that date Then type in Delete All History Files This requirement reduces the possibility of an unintentional deletion of contact records Click Next If you selected Delete ALL filtered contact records complete the delete window For instructions on completing this window see Deleting Contact Records on page 155 Then type in Delete All contact records This requirement reduces the possibility of an unintentional deletion of contact records Click Next 5 If you do not want to synchronize the deletions uncheck Synchronize Deletions and click Finish If
122. ate a filter or an SQL query to build the subset Use the following example and procedure to view contacts during a specific time period Example To create a filter to find new Contact Records created during the week of June 24 2003 create on is greater than 6 24 2003 AND createon is less than 6 28 2003 1 Create this filter SELECT FROM Contactl WHERE createon gt 20030624 and createon lt 20030628 2 Select one O Save as new query Saves the SQL query as a new expression Once saved the entered title appears in the Query name drop down list O Update current query Saves changes to a previously created query expression The title appears in the Query name field O Delete query Deletes the query expression specified in the Query name field 3 Click OK Working with Groups Group Members Local Menu see page 187 Using the Groups Tab see page 188 Creating a New Group see page 188 Group Building Wizard see page 189 Groups Based on Filtered Records see page 190 Group Optional Settings see page 190 Group Based on Scheduled Activities see page 190 Group Based on Completed Activities see page 190 Group Based on Supplemental Contact Data see page 192 Saving Search Results as a Group see page 192 Group Members Local Menu 1 To access the group members local menu at the Filters and Groups tab right click in the Groups tab gt Member area 2 Select one of the options O Sor
123. ate from the F2 graphical calendar O Activity Type the activity code O Result Type the result code 3 In the Activity Type area select All Activities or a specific activity 4 Click Next and complete the Optional Settings dialog box appears See Group Optional Settings on page 190 GoldMine User Guide Working with Groups 191 Group Based on Supplemental Contact Data 1 Inthe Group Building Wizard select Supplemental contact data and click Next 2 Atthe Build a Group based on Contact Details dialog book select an option O Details Builds the group based on detail records O Document Links Builds the group based on linked documents O Additional Contact Builds the group based on other contact records O Referrals Builds the group based on referral records NOTE If you select Details type or select a value from the F2 Lookup list to limit the detail based group to a particular detail for example e mail address This option is not available with the other options 3 Type or select the Keyword in the F2 Lookup list This option specifies a word or phrase to be searched within the Reference field in the select supplemental data 4 Click Next and complete the Optional Settings dialog box opens See Group Optional Settings on page 190 Saving Search Results as a Group 1 After creating a search you can save the results as a group by user or to public 2 Click the Save button and select Save as Group 3 On the Ne
124. below NOTE You must select a contact multiple contacts or a contract filter group before scheduling a series of activities 1 Schedule an Activity see Scheduling Activities on page 39 2 After Scheduling Activity Details see page 39 click the Series tab 3 Set the follow options O Schedule the activity at the same time for all selected contacts schedules the same activity at the same time O Schedule a series of activities with different times for different contacts schedules a series of activities for different contacts 4 Ifyou select the Schedule a series of activities with different times for different contacts you must complete the following fields Time Start Date Enter the date or select the start date from the calendar Daily start time Enter the start time or select a time from the drop down list Vv y Daily End time Enter the end time or select a time from the drop down list gt Skip weekends Check this option to schedule activities to run only on weekdays Monday through Friday Set activity start times by pick one option gt Maximum activities per day Enter the number of activities to schedule per day gt Activity duration Enter the length of the activity in hours or minutes Wrap up time after each activity Enter the amount of time between the end of one activity and the start of the next in the series lag time 5 Click Schedule to save and close the dialog box Editing an Existing
125. ble The Regarding menu allows you to select a Case Opportunity or Project to associate to the e mail message You can open the Regarding drop down list and select any listed entry 248 Outlook Integration GoldMine User Guide The New button allows you to create a new Case Opportunity or Project To create one click the New button and select either the Case Opportunity or Project option GoldMine then opens to the associated tab to fill in the details for the new entry To Use an E Mail Template for a New Message When composing a new message you can choose to use a template from the GM Template drop down list located in the panel directly above the message composition area Templates can contain GoldMine Fields and a predefined message You can choose from any of the available templates to help you compose your message 1 In Outlook open the File menu and select New gt Mail Message 2 On the new message dialog box click the GM Template drop down menu NOTE If there are GoldMine fields in the template you must link the message to a Contact to properly populate the fields For more information 566 Link a New Message to a GoldMine Contact on page 248 3 Select a template from the menu For information on creating additional templates see Creating E mail Templates on page 94 TIP Outlook e mail templates are managed within GoldMine in the Document Management Center To open the Document Management Center open t
126. box Select a filter owner from the User drop down list Click OK The filter is saved and the name appears below the specified user s filters in the Filters tab of Filters and Groups oa To Save Search Criteria as a Group Use the following procedure to save search criteria as a group 1 After creating a search in the Contact Search Center save the results as a group and click Save The Save menu opens 2 Select Only Tagged Records to save only tagged records in the new group or All Listed Records to save the entire list of records Select Save as Group The Group Profile dialog box appears In the Group Name text box type in a name In the Code text box type or select a code from the F2 Lookup list From the User drop down list select a group Click OK The results are saved and the group name appears below the selected user s groups in the Groups tab of Filters and Groups eo GoldMine User Guide Contact Search Center 167 Searching for Contact Records Searches can be based on indexed fields primary and additional contacts e mail addresses and user defined fields Use the following procedure to search for a contact record 1 Open a contact record 2 Inthe contact record do one of the following to open the Contact Search Center O Double click on a field such as Company or Contact O Right click on a field and select Lookup lt field name gt O Click Search in the Global Toolbar O Ty
127. can only show as many buttons as will fit in the defined area To change the number of buttons that are expanded collapsed click the Configure buttons menu button then choose either Show More Buttons or Show Fewer Buttons from the menu GoldMine User Guide Outlook Integration 243 About the GoldMine Outlook Panel The GoldMine Outlook panel is added in the right pane to the Mail Calendar Contacts Tasks and Notes windows in Outlook This panel only displays messages and contact information In some windows left right arrows buttons at the top of the panel allow you to change the information displayed 244 Outlook Integration GoldMine User Guide To Hide Show the GoldMine Outlook Panel The Show Hide button for the GoldMine Outlook Panel is located in the vertical bar separating the Outlook Calendar and the Outlook GoldMine Panel This is similar to hiding showing the GoldMine Outlook Navigation Pane see To Hide Show the GoldMine Outlook Navigation Buttons on page 242 but hides the GoldMine Panel located in the right pane of the Outlook window 1 On the Outlook Mail Calendar Contacts Tasks or Notes pane locate the vertical dividing bar between the Outlook and GoldMine panels 2 Click the Show Hide button to collapse the GoldMine Outlook Panel givers e E A 77 A i Show Hide Button J ae Nan NN AAN When collapsed the Show Hide button moves to the right of the Outlook panel 3 To Expa
128. ccess to search center functions NOTE Configure the Contact Search Center using the User options Lookup tab see Setting Options for the Lookup Tab on page 34 GoldMine User Guide About the Summary Tab 165 Contact Search Center Toolbar The Contact Search Center toolbar changes to reflect the current action Some options are available when creating or using a saved search gt Select from the drop down menu e Save as Filter Save search criteria as a Filter Available only during an active search e Save as Group Save search results as a Group Available only during an active search e Copy to Clipboard Copy the results of the current search to the clipboard e Export to Word Export the results of the current search to a MicroSoft Word document e Export to Excel Export the results of the current search to a MicroSoft Excel document 5 Print the results of the current search 5 Refreshes the data from the current search Select All Tagged Records to schedule an activity for a group of contacts or II Selected Contact to schedule an activity for one contact Select the activity type from the drop down menu e Call Open the Schedule a Call dialog e Next Action Open the Schedule a Next Action dialog e Appointment Open the Schedule an Appointment dialog e To do Open the Schedule a To do dialog e Literature Request Open the Schedule a Literature Request dialog e Forecasted Sale Open the Schedule a Forecasted Sale dialog e Eve
129. cece AAA 179 A A A A A O 179 8 Table of Contents GoldMine User Guide Table of Contents Working with Filters 0 Creating Filters O Be ee Filter Expression Operators 0 Boolean Operators visi sei ae nn A ee we ee eee 4 Using the Optimizing Filters 020005 Using the Previewing Filters 000085 00 e eee Creating SQL Query Filters 0 0 0 cece eens SQL Query Samples 200 View New Contact Records Entered During a Specific Time Period Working with GroupS 0 Group Members Local Menu 777777 Using the Groups Tab 0 Creating a New Group Group Building 2870 0 ccc eee eens Groups Based on Filtered Records 0 0 e cence eens Group Optional Settings 0 0 ccc cece eee eens Group Based on Scheduled Activities o o Group Based on Completed Activities o o Group Based on Supplemental Contact Data Saving Search Results as a 070 00 ees Activating and Releasing Filters and Groups 77 Activating and Releasing FilterS oo ooooooooooo o Activating and Releasing GroupS 0 000 c cece eee eens Marketing Tools OVEIVICW Soa asthe chit dale alee A didas About the Leads Management Center 0 Using the Leads Management 660 6 0 000 e eee ee About the Campaign Management 06066 Campaign Local Menus 02 300 8 A EEE AS Campaign Management Center Toolbar o o o
130. cessfully during the quota period This entry changes as the salesperson completes sales during the quota period e Lost Sales The total dollar amount of sales activities completed as lost or unsuccessful during the quota period This entry changes if the salesperson completes sales as lost during the quota period An uncompleted sale remains in the Forecast field e Goals amp Objectives Store information related to the quota for example Sales increased by 12 over last period Click OK to close the dialog box Using Sales Analysis GoldMine can generate a summary analysis of sales performance by one or more individuals This analysis displays actual numbers and percentage of goal figures for quotas forecast sales and closed sales for a specified period of time To Open Sales Analysis 1 Select Go To gt Analysis gt Sales Analysis The Select Users dialog box appears on top of the Sales Analysis dialog box to select the users to analyze Select users or groups of users if necessary 2 Configure the following options O From Date Sets the first date of the period to include in the analysis O To Date Sets the last date of the period to include in the analysis To reflect an accurate quota amount type From and To dates corresponding to the quota periods defined in the Quota Profile O Quota Displays the dollar amount of expected sales assigned to the user for the specified period O Forecast Displays the total dollar amoun
131. chedule a Forecasted Sale dialog box opens The Contact field is populated with the Contact VIN 2 Toselect another contact click on the Contact drop down arrow and select the contact or click the right facing arrow to launch the Contact Search Center and search for a new contact 3 Inthe drop down list select the Opportunity Project to associate the sale with or click New to create a new opportunity or project 4 Atthe Product field select the product in the F2 Lookup list 5 Atthe Code field select the code in the F2 Lookup list Activity codes can be used later to analyze specific sales activities For example if you code all your forecasted sales that were referrals with an activity Code of REF you can determine how many referred sales you made during a specific period of time 6 User field select the user who will schedule the forecasted sale The forecasted sale appears on the user s calendar 7 Atthe Units field type the expected number of product to purchase 8 At the Price field type the price of each unit The unit amount value and price per unit value are calculated in the Amount field 122 Sales Management GoldMine User Guide 9 Atthe Probability field select a percentage value in the F2 Lookup list For example if the customer is evaluating the product select 50 If the customer is purchasing select 90 10 At the Sale Date field select the expected sale date in the F2 Lookup graphical ca
132. cific Europe South Africa and the Middle East For international contact information go to the FrontRange Solutions Web site click the Contact link at the top of the page then select your region GoldMine User Guide Resources 260 GoldMine User Guide Resources 261 Glossary gmb The file extension for a backup file created by the Back Up Wizard cs Calendar file extension A AccountNo The Account Number field uniquely identifies a contact record and is the common field value that links the Contact1 table to Contact2 Cal ContSupp ContHist and OpMgr Action The Automated Process action is the activity performed when triggered Activities Activities are time specific or event based actions linked to contacts for example calls appointments letters or other types of activities such as To Do tasks or events that are assigned to users Activity list A window that displays task or event information The Activity List displays eleven categories of information in a set of tabs Additional Contact Individual associated with the primary contact such as an administrative assistant GoldMine stores this information in the Contacts tab of the primary contact s record Alphanumeric characters Letters A Z and numeric digits Attachment A file for example a Word document created outside of GoldMine and attached to GoldMine as a linked document InfoCenter attachment or e mail attachment Auto
133. color O Opportunity Project specifies the opportunity or project Click New to create one 7 In the Primary User area select the user or user group to assign the activity to in the drop down list 40 Activities GoldMine User Guide 8 In the Time area configure O Date Date of the activity using the F2 graphical calendar O Time Time the activity starts using the F2 graphical clock O Duration Select a Duration increment of Min minutes or Hr hours in the right hand drop down list then type or select the time in the left hand box using the up and down arrows O Alarm Select Alarm to enable notification before the time of the activity The time the alarm sounds defaults to 10 minutes before the activity Use the F2 Lookup graphical clock and calendar to set the alarm s time and date NOTE When GoldMine is integrated with Outlook the Outlook reminder will be turned off for a GoldMine activity retrieved with an alarm time that is later than its starting time 9 Inthe Actions area select O Notify via E mail sends an e mail message to the user or users the activity is scheduled for or when the scheduled activity is changed O Auto generate RSVP notifies you when the assigned user or users complete the activity O Mark as Private makes the activity readable only by the creating user It is marked Private in the contact s Pending tab O Send a request with the activity to sends an e mail notice of the activity to the contacts us
134. contacts including those listed in the Additional Recipients area are NOT linked 5 To assign a recipient you can either click the line and enter the e mail address manually or click the Cc drop down menu and select Add to view the following recipient options Contact Displays the Contact Search Center to locate a new contact User or Group displays the GoldMine User Recipient dialog box Select a GoldMine user or user group Manual recipient displays the Manual Recipients Entry dialog box Type a manual e mail address Distribution list displays the Distribution List dialog box Select a predefined distribution list Outlook MAPI recipient launches your local or network Outlook address book 0 0 0 0 0 6 Check the Link to lt contact gt option to link the e mail message to the current contact and file the message in the History tab when sent 7 Inthe Subject text box type a subject or select a template in the Subject drop down list 8 Type a message in the message text box O To use HTML formatting in the message click the Options tab and select Rich text HTML O To check your spelling right click and select Actions gt Spell check from the context menu O To add an e mail attachment click the Attachments icon see To Add E mail Attachments on page 90 9 Click Send to send the message immediately or Queue to queue it for sending at the times defined in the Server Agents Administrator GoldMine User Guide Contact Co
135. contacts that contain Art Bar lt Cars gt California This query returns all records containing the word California from contacts containing the word car California This query returns all indexed objects where that contain the word California lt For Whom gt Format The lt For Whom gt format enables you to search on a particular contact or other person The following are examples using this format lt c Contact Name gt This query returns information only for the selected contact lt f USER FILTER gt This query returns information only for selected contact filters for example lt f ROBERTACA gt lt g USER GROUP gt This query returns information only for selected groups for example lt g ROBERT Group1 gt NOTE It is safe to use quotes at all times However the format it would be to use quotes when there is a space NOTE Searches are not case sensitive You can use all different words in this form as well For example lt CA test gt This returns all contacts that contain words CA and test lt CA or test gt This returns all contacts that contain either CA or test GoldMine User Guide Universal Search 177 From where wps Format The From where format enables you to search using a Universal Search filter The following are examples where the words notes and e mails are the names of Universal Search filters that return notes records and e mail messages respectively Examples note
136. cription dialog box complete the fields as needed O Enter or select a description for the project below Type or select a name from the F2 Lookup list O Templates of User Select the user or user group in the drop down list O Please select a template of the selected user Select in the drop down list The templates displayed are owned by the user selected in the above field Click Next 6 Atthe Overview dialog box completed as needed Manager Select the owning user or user group in the drop down list Code Type or select a code from the F2 Lookup list Stage Type or select from the F2 Lookup list the stage the project begins at Source Type or select from the F2 Lookup list Start Date Type or select from the F2 graphical calendar 000000 Close Date Type or select from the F2 graphical calendar 7 Click Next to view the Influencers dialog box See Editing Opportunity Influencers on page 142 8 Click Next to view the Team Members dialog box See Editing Teams on page 144 9 Click Next to view the Issues dialog box See Editing Issues on page 144 10 Click Next to view the Details Links dialog box See Editing Details Links on page 145 11 Click Next to view the Finish dialog box 12 At the Finish dialog box complete the following fields as needed O Manager Select the user or user group in the drop down list O Code Type or select the code from the F2 Lookup list O Stage Type or select the beginning stage from the F2 Loo
137. ct select Create a new contact and link 158 Working with Contact Details GoldMine User Guide Complete the New Relationship to an Existing Company dialog box For more information on completing this dialog box see Creating a New Contact Record on page 151 Creating Relationship Sections Use the following procedure to subdivide an organization into divisions or departments 1 At the Relationship tab right click an existing relationship and select New Section The Section Properties dialog box appears 2 At the Section Heading text box accept the default contact as the section heading title or type a new one 3 Select Link to lt contact gt to link the contact to a relationship tree 4 Atthe Insert new section list select where you want the new relationship to reside and then click OK O Under Manager Places the new section as a subcategory of the manager category O Above Manager Places the new section as a separate heading above the manager category O Below manager Places the new section as a separate heading below the manager category GoldMine User Guide About the Relationships Tab 159 Adding Contacts to Relationships Use the following procedure to add contacts to existing relationships and relationship sections creating links between contact records 1 Atthe Relationship tab select a relationship or section and right click to select New Contact 2 300 a contact select Look up an existing Contact and add
138. ct File gt Import and Export gt Import contact records Click Finish The Alert window opens Click OK The Import Wizard opens Make your selection and then click Next 4 9 Enter the complete path and filename of the file to be exported in the field and click Next If you chose SQL the following screen opens 9 Complete the wizard screens and then click Finish Using the GoldMine PLUS QuickStart Wizard Use this quick wizard links GoldMine Plus products to document applications including Microsoft Word and Adobe Acrobat Use the following procedure to import GoldMine PLUS data 1 Select Tools gt Quick Start Wizard 2 Atthe GoldMine QuickStart Wizard dialog box click the GoldMine PLUS button 18 QuickStart Wizard GoldMine User Guide The FrontRange Support site page opens 3 Log into FrontRange and move through the Support site GoldMine User Guide QuickStart Wizard 19 20 QuickStart Wizard GoldMine User Guide Dashboards Overview The GoldMine Dashboard is a place were you can quickly view and access data based on predefined criteria and view real time informational graphics and data tables with controls to select the desired information for viewing Dashboards are user defined summary views of data from internal and external sources By using Dashboards you can quickly measure the flow of new Leads view a filtered list of Lead records chart Opportunities and Forecasts review the Customer Ser
139. ctivity open select Schedule Select one of the Schedule options The Schedule lt activity type gt dialog box opens 2 Click the Users tab 3 change the Primary User select a user in the drop down list 4 Toselect more users highlight the user in the User List box and click Select The user name displays in the Selected Users box Repeat as necessary GoldMine User Guide Activities 41 5 To select user groups highlight the user group in the User Group List box and click Select The members of the group display in the Selected Users box Repeat as necessary 6 Inthe Actions area select O Delegate to User s to notify users with a carbon copy Carbon Copy used in e mail messages memos and letters of the scheduled activity O Send Bcc E mail User s to notify users with a blind carbon copy Blind Carbon Copy A copy of a message usually e mail sent to a recipient that the main recipients cannot see of the scheduled activity O Send a request with the delegation to and select User s Contact s or Both User s amp Contact s 7 Click Schedule to save and close the dialog box or click the Resources tab to schedule resources Scheduling Activities with Resources When scheduling activities you can also schedule company resources Use the following procedure to schedule an activity with resources 1 Inthe Schedule lt an activity gt dialog box click the Resources tab 2 Double click a resource in the Res
140. ctivity records with the specified Activity Code Use wild cards to select multiple activity codes By default this field is blank to include all activity codes in the graph For more information see To Use Wild Cards in Activity and Result Code Fields on page 125 O Result Cd Type a Result Code to use as the basis for graph data Only activity records with this Result Code are included in the graph Use wild cards to select multiple activity codes The default value for this field is blank to include all result codes in the generated graph This field is available only if Completed is selected for Graph Type O From Date Beginning date from which data is graphed The default is the current date This field is available only for a graph of scheduled activities the ending date for scheduled activity graphs is always the current date O To Date Ending date of data being graphed The default is today s date This field is available only for a graph of completed activities the beginning date for completed activity graphs is always today s date O From Time Beginning time included in the graph The default is 12 00 am When combined with the default To Time entry of 12 00 am the graph displays data for a 24 hour period This field is unavailable when generating hourly graphs for completed activities O To Time Ending time included in the graph The default is 12 00 am When combined with the default From Time entry of 12 00 am the graph displays dat
141. d An uncompleted sale remains in the Forecast field e Goals amp Objectives Store information for the quota for example Sales increased by 12 over last period On the Recurring tab select e Start Date Beginning date of the recurring analysis of the quota End Date Ending date of the quota analysis Increase amount with Select the percent increase applied to the recurring quota e Occurs Select the occurrence pattern for the quota Select Close to close the Quota Profile dialog box and add the new or updated quota entry to the Quota Listing dialog box Quota Profile Dialog Box To edit a user s quota from the Quota Listing dialog box select Edit The Quota Profile dialog box contains User By default the name of the currently logged in user To select another user click the arrow to the right of the field The name of the selected salesperson appears in the User column of the Quota Listing dialog box From Date Starting date of the quota period By default contains the first date of this month To Date Ending date of the quota period By default contains the last date of this month Quota Dollar amount of sales the salesperson is expected to make during the quota period Forecast The total dollar amount of sales scheduled on the calendar for the period This entry changes as the salesperson schedules forecast sales to close during the quota period e Closed Sales The total dollar amount of sales completed suc
142. d contains buttons to access the various Dashboard commands View Mode gt Design switches to Design mode Dashboard Designer gt Refresh updates the currently displayed content on the Dashboard Design Mode gt View switches to View mode and saves the Dashboard Delete deletes the currently Dashboard see Deleting a Dashboard on page 167 New creates a blank Dashboard canvas see Creating a New Dashboard on page 133 Copy creates a copy of the current Dashboard see Creating a Copy of a Dashboard on page 166 y y Import opens the Import dialog box to import a predefined Dashboard into GoldMine see Importing a Dashboard XML File on page 171 32 Dashboards GoldMine User Guide gt Export opens the Save As dialog box to save the current Dashboard as an XML file see Exporting a Dashboard XML File on page 171 gt Events opens the Event and Actions dialog box for adding editing and deleting events for Dashboard Parts see To Add an Event to the Drop down List on page 139 gt Save saves the current Dashboard gt Cancel aborts any changes made since the last Save and returns to View mode Predefined Dashboards GoldMine comes with several predefined Dashboards ready to use These Dashboards are based on typical usage scenarios and can be modified to suit you needs see Dashboard Designer on page 32 The predefined Dashboards are divided into two main categories Management Dashboards
143. d review members Also activate and release groups see Groups on page 180 O SQL Query Write and save a SQL query from scratch or using the Lookup wizard see Creating SQL Query Filters on page 185 180 About Filters and Groups GoldMine User Guide Working with Filters Creating Filters see page 181 Filter Expression Operators see page 183 Boolean Operators see page 184 Using the Optimizing Filters Options see page 184 Using the Previewing Filters Options see page 185 Creating SQL Query Filters see page 185 SQL Query Samples see page 186 View New Contact Records Entered During a Specific Time Period see page 187 Creating Filters GoldMine contains a filter generator that builds a search expression based on menu and browse window selections Filters operate on the entire database After the criteria are met a filter moves through the database one record at a time searching for a match Filters rerun every time they are activated Filters are often used for reporting purposes or as the basis for creating a group of frequently accessed records Filters can also limit the amount of data synchronized from one GoldMine system to another Filters operate only on the Contact Record s primary information and the Summary Fields and Notes tabs To select records based on other tabs you must use the Groups feature or a SQL query contact record that are outside a sync send filter will not appear on the opportuni
144. d sales and closed sales O Result Cd When a result code is entered in this field GoldMine includes only those forecasted sales and closed sales with the specified result code When the field is left blank GoldMine includes all forecasted sales and closed sales O Select User s Displays the dialog box to select GoldMine users for a new analysis O Analyze Calculates the totals in the display 3 Click Close to close the Sales Analysis dialog box GoldMine User Guide Sales Management 129 Using Statistical Analysis The Statistical Analysis of Completed Activities dialog box displays completed activity information for an individual user a group of users or on a system wide basis The analysis of completed activities can provide useful insight into your performance or the performance of others in your organization To Open the Statistical Analysis of Completed Activities Wizard 1 Access the Statistical Analysis in one of two ways O From 3 5675 completed activities on the Activity List s Closed tab From the local menu select Analyze O By selecting Go To gt Analysis gt Statistical Analysis 2 The Statistical Analysis of Completed Activities dialog box opens 3 Select from the following options O Select User s Displays the Select Users dialog box to select GoldMine users for activity analysis The list box below the button displays users to include in the analysis your username displays by default O From Date S
145. dBASE Boolean expression NOTE This option is not available of you are creating a group based on filtered records 4 Click Next The Ready to Build dialog box opens 5 Click Finish The GoldMine Process Monitor opens and displays the status of the building process until it is completed It then displays the number of records added to the group When the group is built the name is added to the Group Name box on the Groups tab Group Based on Scheduled Activities 1 Inthe Group Building Wizard select Scheduled calendar activities and click Next 2 Atthe Build a Group based on Scheduled Activities dialog box in the Range area select O User Select the user in the drop down list O From Date Type or select the date from the F2 graphical calendar O To Date Type or select the date from the F2 graphical calendar O Activity Type the activity code 3 In the Activity Type area select All Activities or a specific activity 4 Click Next and complete the Optional Settings dialog box appears See Group Optional Settings on page 190 Group Based on Completed Activities 1 Inthe Group Building Wizard select Completed history activities and click Next 190 Working with Groups GoldMine User Guide 2 Atthe Build a Group based on Completed Activities dialog box in the Range area select O User Select a user in the drop down list O From Date Type or select the date from the F2 graphical calendar O To Date Type or select the d
146. dMine Mobile to create modify an appointment the only way to get the appointments to appear on your mobile device calendar is by using the following process 1 Create edit the GoldMine appointment using GoldMine Mobile 2 Synchronize GoldMine Workstation with Outlook 3 Synchronize Outlook with your mobile device NOTE For detailed instructions on synchronizing your mobile device calendar to Outlook refer to the documentation included with your mobile device To Schedule a Meeting A Meeting is an appointment that includes other people and or a resource such as a conference room When Outlook and GoldMine synchronize any GoldMine related information also appears in the GoldMine panel Acceptance denials of meeting requests update your Outlook Calendar and are also updated in GoldMine s Calendar during synchronization A Meeting can originate in either GoldMine or Outlook NOTE Outlook calendar items synchronized to GoldMine will display only attendees that exists in GoldMine as either Users or Contacts NOTE In GoldMine additional Contacts or Users cannot be added to the meeting request until the after confirming the meeting and then clicking the Schedule button in GoldMine For more information see Creating Meeting Requests on page 70 GoldMine User Guide Outlook Integration 251 When there are multiple people users for an appointment meeting requests occur on behalf of the meeting organizer If a user rejects a mee
147. dMine calendar of activities you can add the activity to GoldMine by clicking the Add selected activity to GoldMine link at the bottom of the Selected Items area Your Pending Sales lists all pending sales and their details such as product name units price amount user and date Literature Requests lists all requests for literature For more information see About the Literature Fulfillment Center on page 106 e Contact Data displays the Contact s details such as company contact name address You can modify what and how the details display in the area see Displaying the Linked Contact Details in Outlook GoldMine Users and Resources lists all GoldMine User and Resources associated with the appointment GoldMine Preview displays the details for the activity type call appointment etc as well as O Reference Subject Contact Name of Contact person Activity Code On Date Date of appointment Start Time Scheduled start time of appointment Duration Length of appointment 0 0000 0 Notes Additional information about the appointment 6 GoldMine Options Below the GoldMine Preview are a list of GoldMine commands for the selected item These allow you to view the item in the GoldMine Activity List or Calendar as well as marking the appointment as complete in the GoldMine Calendar O Show the Item in GoldMine Activity List see page 250 O Show the Item in GoldMine Calendar see page 250 O Complete the GoldMine Calendar Item se
148. dMine using the public key the contact provided you When he or she receives the message it is decrypted by the contact s e mail application using his or her private key Conversely when a contact sends you an encrypted message it is encrypted by the sender s e mail application with your public key provided earlier When you receive the message it is decrypted using your private key Levels of Security O Signed The message is signed with the sender s private key Sending a message with a digital signature confirms the message was sent by the sender listed in the From address O Encrypted The message is sent with the recipient s public key The recipient provides you with his or her public key before you send the message When a message is encrypted the body and attachments are hidden from anyone who does not have the recipient s private key Only the recipient should have the recipient s private key An encrypted message does not guarantee to the recipient that the sender is the name in the From address O Signed and Encrypted The message is signed with the sender s private key confirming for the recipient the message was sent by the sender in the From address and it is encrypted with the recipient s public key and then decrypted with the recipient s private key when he or she receives the message Sharing Public Keys For security reasons do not share your private key You can share your public key with contacts two ways O Digital ID Sig
149. dialog box use the Find option to locate a particular detail O Right click and select Find O Type a character string in the Find What box on the Find dialog box A character string is any series of alphanumeric characters including spaces treated as a group 7 To send the data in the Pending tab to an outside format right click and select Output to O Send the data to the printer as a GoldMine Report Word Excel or the clipboard 8 To quickly update a many activities right click and select Options gt Auto Update 9 To remove the detail from the list right click and select Delete 10 To add a Detail right click and select New Editing History Information for Opportunities and Projects The History tab displays Date User Activity Result Code Contact and Reference columns Edit history information using the local menu Use the following procedure to edit history information 1 Inthe Opportunity or Project Manager click the History tab in the lower pane 2 Tochange options for a History record right click and select Edit 3 Right click and select Zoom At the Completed Activity Zoom scroll through the activities by clicking Next and Previous NOTE The Preview Pane can be used in place of the Zoom command on the context menu 146 Opportunity and Project Management GoldMine User Guide 4 To display only history records that meet a particular criteria right click and select Options gt Filter At the Activity Filter di
150. dialog box opens O Select a user and then click OK Click Next 5 At the Assign tasks to this campaign dialog box click New task 6 Configure the following O Import Data GoldMine provides several ways to import data Select to open the Select Import Data Source dialog box O Mail Merge Merge contact information with templates document envelope or label Select to open the Mail Merge Properties dialog box O E mail Merge Use templates to communicate a promotion to customers using queued Internet e mail Select to open the Mail Merge Properties dialog box appears O Call Schedule outgoing telephone calls to initiate a contact or follow up Select to open the Schedule a Call dialog box Only the Detail tab 15 available O Automated Processes Use predefined or create new Select to open the Select an Automated Processes dialog box You can add tasks as needed GoldMine User Guide Marketing Tools 207 7 Click Edit to modify a task 8 Click Delete to delete a task from the campaign 9 Click Next to move to the Summary of selections dialog box 10 Review the information presented If you need to modify the tasks click Back 11 Click Finish Cloning Campaigns Cloning a campaign is useful if you want to create a campaign with similar attributes to an existing campaign Use the following procedure to clone a campaign 1 Select Go To gt Campaigns gt GoldMine Campaigns 2 At the Campaign Management Center wind
151. displays in the left pane and specific requests in the upper right pane The lower right pane displays associated attachments or a preview window of the document that was printed To Access the Literature Fulfillment Center 1 Select Go To gt Literature The Literature Fulfillment Center opens 2 Use the toolbar to execute commands or local menu options in the left pane to manage O Literature List A predefined literature list that varies depending on which user created the literature packet This list is available when you schedule a Literature Request When selecting a Literature List in the left hand pane the literature options display in the right pane Right click on the Literature List to access the local menu gt Refresh Refresh the Literature List gt Refresh All Refresh everything in the left pane O Literature Requests Literature requests by date When you select a date the literature requests scheduled for that date or date range are displayed in the upper right pane The literature requests are added by scheduling a Literature Request Right click on Literature Requests to access the local menu gt Refresh Refresh the Literature List gt Refresh All Refresh everything in the left pane gt Expand Expand the date options O Queued Documents Queued requests by date When selecting a date the literature requests scheduled for that date or date range display in the upper right pane Queued documents are add
152. document name you want to appear in the Document Management Center and in the template drop down list on the Merge Form dialog box At the Document User drop down box select the owning user At the Template Filename text box type or browse to the location of the template Click Edit to open the document and make changes DNI UY In the Document Management area click on the appropriate checkbox as needed O Save in Links Tab when merging for a single contact Creates a linked document when the document is merged O Create History when merging Creates a history record when this template is merged 9 Inthe Document Type area select a document type and then click OK The following Alert Message appears 10 If you have a Filter Group defined and are ready to do the merge now click OK The Mail Merge Template dialog box opens 11 At the Document Type field select a document type for a mail merge At the User field select and user and if it does not already appear at the Template field select the template for the mail merge 12 Click OK The actual merge occurs after you click OK The settings of this merge will be defined after filling the information on Recipient tab where you can select a current contact filter group and delivery method printer fax or queue for day s So if the default settings are selected the template will be printed with the current contact information To Clone an Existing Document Template You can c
153. double click on an existing e mail message 2 At the E mail Edit Center click the Options button dl The Options dialog box opens 3 Select the following options as needed O Rich text HTML Sends the e mail message in HTML which provides more sophisticated formatting options such as selected fonts and inserted BMP files If your recipient s system does not support HTML unselect this check box to send the e mail as plain ASCII text To automatically create all e mail messages in HTML select Use HTML when creating new E mail on the Advanced tab of the Internet Preferences dialog box GoldMine User Guide Contact Communication 91 O Wrap lines When text is typed to the end of a line GoldMine automatically places the next word at the beginning of a new line This feature adjusts lines to fit the window size so text wraps smoothly without breaks in a window of any size By default GoldMine wraps text lines If you clear this option GoldMine forces line wrap by placing a hard carriage return at the position entered in Wrap quoted lines in replies at column x in the Composing tab of the Internet Preferences window O Attach VCard Attaches your VCard vcf file to the message A VCard contains basic contact information similar to the entries made in your Personal tab or other information you enter outside of GoldMine If the receiving system has VCard capabilities the system will decipher the vcf file to import this infor
154. e Placement in the column order is indicated by green arrows in the column header area 5 To save the current Group settings click Save in the Contact Search Center toolbar and select either Only Tagged Records You can only save this as a Group or All Listed Records You may save this as a Filter or a Group 6 Toremove grouping from the contact list right click in the column area and re select Group 170 Contact Search Center GoldMine User Guide Contact Search Center Query Editor 1 At the Default Search Query Editor drop down menu in the toolbar select Query Editor This adds a window under the default search tools for editing and previewing SQL searches within the Contact Search Center When Query Editor is selected from the Default Search Query Editor drop down menu the following window appears Select the SQL radio button to view the query in SQL format Select the xBase radio button to view the query in xBase format To edit the query click Edit The view window becomes active for editing Edit the query in either SQL or xBase Click Preview to view the result in the Contact Search Center table 5 5 To close the Query Editor select Default Search from the Default Search Query Editor drop down menu in the toolbar Browser Column Selection By default the Center displays the Company Contact Phone 1 City State and Postal Code fields Change the information in the displayed columns to suit your needs
155. e Opportunity Project to associate the sale with 8 Select the Code from the F2 Lookup list 9 Select the Result code from the F2 Lookup list 10 Type the number of product Units sold 11 Type the Price of each unit 12 The Amount field automatically calculates the total based on the entries in the Units and Price 13 At the Success drop down list select Closed Sale or Lost Sale 14 Type any Notes related to the sale 15 To schedule a follow up activity click on the Schedule a Follow up checkbox and select the activity from the drop down list and then click OK 16 After completing a sale GoldMine changes the forecasted sales record into a history record View the record in one of these O Contact record The sales record moves from the Pending tab to the History tab O Activity List The sales record moves from the Forecasts tab to the Closed tab Also see the completed sales record in the Real Time tab O Calendar If you configure the Calendar to show completed forecasted sales the sale record appears in the Day tab or the Week tab on the date completed Sales Analysis Tools e Using Forecasted Sales Analysis Using Graphical Analysis GoldMine User Guide Sales Management 3 Using Leads Analysis Using Quota Analysis Using Sales Analysis Using Statistical Analysis Using Forecasted Sales Analysis Generate an analysis of the forecasted sales activities in the database 1 Select Go To gt Analysis gt
156. e Report for a Case o ooooooooomoomo Customizing Service Center Tabs 2020000222 Knowledge Base OVENVICW A sales hackle thier Accessing the Knowledge Base 0 0c e cece eee eee eens Knowledge Base Toolbar 0 Creating and Editing Knowledge Base Books Folders and Topics Adding HTML Text to Knowledge Base 100165 ee Knowledge Base Topic Text Local 6 Adding Attachments to Knowledge Base Documents Searching the Knowledge Base from the Resolution Tab Outlook Integration OVEPVIEW ii ecco a AAA Bee ea EE EA OS GoldMine Enhancements to 20 00 eens GoldMine Outlook Overview 0 2 ccc eects About the GoldMine Toolbar oooooooocoooomooo About the GoldMine Outlook Navigation Buttons To Hide Show the GoldMine Outlook Navigation Buttons To Add Remove GoldMine Outlook Navigation Buttons To Show More or Fewer GoldMine Outlook Navigation Buttons About the GoldMine Outlook 86 34 To Hide Show the GoldMine Outlook Panel Outlook Mail Haase eos amas es Table of Contents 10 Table of Contents 11 Linking E Mail Messages 00 0 cece cee eee cette nee To Search for a GoldMine Contact to Associate an E mail Address To Manually Link Messages to a GoldMine Contact To Link Multiple Messages 0 0 00 cece cece ee eee nes To Unlink an E Mail from a GoldMine
157. e current status of the specified case Can be Open Assigned Reassigned Resolved or Abandoned Owner The user to whom this case is assigned Submitted The date and time when this case was created expressed in the MM DD YYYY HH MM format MM DD YYYY is the month day and year when the case was created and HH MM is the hour and minute when the case was created Deadline The date when this case is scheduled to be resolved expressed in the MM DD YYYY format where MM is the month DD is the day and YYYY is the year The default value for this function is set in the Case Manager Preferences dialog see Case Manager Preferences on page 220 Service Center GoldMine User Guide 216 Using the Case Manager Detail View The Case Manager is a customizable tab based workspace where you can schedule and manage activities notes tasks and resources for cases It is located at the lower portion of the Service Center Detail View Managing Case Manager Tabs Case Manager Preferences Managing Case Manager Tabs The Case Manager can contain any of the following functional tabs based on your selections in Case Manager Preferences Pending Use the following buttons to manage the information in the Pending tab Schedule Open a drop down menu with the following options O Call Open the Schedule a Call dialog Next Action Open the Schedule a Next Action dialog Appointment Open the Schedule an Appointment dialog Literature Request
158. e dialog box for the date or activity opens Edit Select an activity and click this button Make the changes as needed Complete Select a task and click this button to complete an activity NOTE The drop down buttons other than Schedule are split buttons which means the name of the button will change as you make your selections For example if you select the Today button and then select a menu item you will see a name of the menu item as the name of the button Calendar View The Calendar View tabs allow you to choose how you want to view the details of your calendar There are several tabs at the bottom page used to modify your view e Day e Planner e Week e Outline e Month e Peg Board e Year For more information about these tabs see Using the Calendar on page 60 NOTE GoldMine remembers your last view option and opens to that view each time you open the calendar When you first open the Calendar it displays the current day The default view opens to the Daily Calendar but if you select a different Calendar View GoldMine remembers your selection and opens the calendar based on your last view For more information see Using the Calendar on page 60 Using the Calendar The Calendar displays scheduled activities for the selected user or user group Use the following procedure to use your calendar functions 1 To view the Calendar use one of the follow O Select Go To gt Calendar O Press 7 60 Calend
159. e number If you select this checkbox telephone number are not formatted O Fax Type in the Fax number for the primary contact O E mail Address Click the down arrow and complete the e mail internet e mail address for the contact The e mail address stores in the Details tab and displays in the primary contact panes O Web Site Type in or select the Web site associated with the contact or the company A typical Web site address appears in the format http www something com for example http www frontrange com GoldMine stores this address as a Details tab 4 In the Creation Method area select the desired options O Copy Current record Click on this option to use an existing contact record as a template for a new record to avoid having to type the same entries in primary fields Click this checkbox to create a contact record with the primary field entries copied from the active record The Contact E mail Address Title and Dept fields are not copied To create a completely new Contact record do not select this option O View in new window Click this checkbox to display the new record in a separate window appearing in front of the current contact record which remains in your work area The new record becomes the active record 5 Inthe Duplicate Checking area select the fields to be checked for duplicate data in other contact records If GoldMine finds a match you will receive a warning that the record already exists and it asks you
160. e of Contents Using the GoldMine PLUS QuickStart Wizard Sales User Dashboard Scheduling Activities Table of Contents QuickStart Wizard Overview Using the User Information QuickStart Wizard Using the User QuickStart Wizard Using the Industry Templates Quick Wizard Using the Key Fields QuickStart Wizard Using the Postal Codes QuickStart Wizard Using the Data Import QuickStart Wizard Dashboards Overview Choosing a Predefined Dashboard Dashboard Designer Predefined Dashboards Management Dashboards Activity Dashboard Activity Summary Dashboard Case Dashboard Lead Dashboard Management Dashboard Sales Dashboards Forecast Dashboard Opportunity Dashboard Activities Overview Benefits of Using Activities Scheduling and Completing Activities About Scheduling Activities GoldMine User Guide GoldMine User Guide Scheduling Activity DetailS o ooooooooooo To Modify Contacts for a Scheduled Activity Scheduling Activities to Users 0 eens Scheduling Activities with Resources o ooooooo Scheduling Activities Based on Available Times Scheduling Recurring ActivitieS oooooooooo o To Schedule a Recurring Activity o ooooo Editing an Existing Activity 77777 Deleting an 60 7 eee eee Responding to GoldMine Alarms cee eeeeaee Auto Updating Activities
161. e page 250 Show the Item in GoldMine Activity List At the bottom of the GoldMine panel in the Outlook Calendar click the Show the Item in GoldMine Activity List command to display the current calendar item in GoldMine s Activity List For more information see Activities on page 37 Show the Item in GoldMine Calendar At the bottom of the GoldMine panel in the Outlook Calendar click the Show the Item in GoldMine Calendar command You can Edit or Complete the activity by click the appropriate buttons at the top of the Calendar button list For more information see Calendars Overview on page 59 Complete the GoldMine Calendar Item At the bottom of the GoldMine panel in the Outlook Calendar click the Complete the GoldMine Calendar Item command to display the current calendar item in GoldMine s Activity List For more information see Completing Activities on page 48 250 Outlook Integration GoldMine User Guide Schedule a Calendar Activity A calendar activity is either an Appointment or Meeting When scheduling one of these types of activities use the same practices that you normally would when scheduling an activity with Outlook The only difference with scheduling activities using the GoldMine Outlook Integration is that your activities will update within GoldMine on the Calendars and Activities Lists for those users listed in the activity NOTE When GoldMine is integrated with Outlook the Outlook reminder will b
162. e primary contact information because it displays the company s name and the name of the company s primary contact It is common to complete the rest of the contact record with information related to the primary contact of that company Lower part Organizes secondary information such as Relationships notes pending activities and history records into Contact tabs storing information linked to the contact record For contact tab information see About the Relationships Tab on page 158 Each record also has a set of associated customizable properties Record related Settings Phone number format record ownership and alerts For more information see About the Relationships Tab on page 158 e Contact Details Occasions free busy and digital IDs For more information see Working with Contact Details on page 158 About Contact Record Tabs The tab bar appears in the middle of a contact record It contains a series of tab folders for organizing information related to the contact including Relationships Details Notes GM View Pending History Opportunities Projects and Cases To View the Information on a Tab e Select a tab from the default layout or customize the tab layout by selecting from the pull down menu at the right of the window Shortcut key Type a shortcut key to launch the tab see Contact Record Shortcut Keys on page 32 Mouse If your layout includes more tabs than fit in the contact record window
163. e standard detail records using the F2 Lookup list Customize by creating extended detail records Add a Detail to the Detail Tab by right clicking the tab and selecting New The Detail Properties dialog box opens Adding Detail Records Define a new Detail record to track basic information on topics meaningful to your business Detail records are added to the Detail Lookup list F2 Every Detail created also has its own Reference Lookup list Use the following procedure to add a detail record Right click under the Details tab and select New The Detail Properties dialog box appears On the Detail tab click the arrow button at the end of the Detail field to open the Detail Names dialog box Select a predefined value from the Detail F2 Lookup list or create a new one In the Reference field type or select a value from the Reference F2 Lookup To add any notes to this detail type them in the Notes field Notes are unique to each detail record Click the Info tab if needed You can update up to twelve fields Customize the field labels through the Setup tab For more information about the Setup tab see the Creating Details Information Fields section in the GoldMine Administration Guide Each field can be controlled by the F2 Lookup requiring users to input consistent information using the Setup tab on the dialog box 7 If entering an e mail address select Primary Address to use the selected address as the primary default
164. e starting status for the opportunities created using this template Stage Type or select the beginning stage for the opportunities created using this template Source Type or select the source of the opportunity Number of days to complete Type or select the number of days needed to complete the project 00000000 Task dates to be based Select the date entered for tasks set up for the project This date appears in both the Start Date and End Date fields of the Task dialog box 4 Click OK to save and close Using the Project Wizard The Project Wizard takes you through the process of creating a project configuring basic information and setting the initial information in the tabs The Projects tab on the contact record displays the projects associated with the contact GoldMine User Guide Opportunity and Project Management 139 Use the following procedure to open and use the Project Wizard 1 Select Go To gt Projects 2 At the Project Manager window right click the upper pane and select New 3 At the New Project Prompt dialog box select Yes The Project Wizard Welcome dialog box opens The Company defaults to the active contact record For another contact record click the search button to launch the Contact Search Center and then select the contact 4 The contacts and additional contacts available in the Contacts drop down list depend on the company selected Select the contact for the project and click Next 5 Atthe Des
165. e the active contact s name from the Contact field Unlinked activities are not connected to any contact and are generally used for incidental events We recommend use of unlinked activities be limited since many of GoldMine s features will not operate when the activity is not linked to a contact record Scheduling and Completing Activities Activities are time specific or event based actions linked to contacts calls appointments letters or other types of activities To Do tasks or events assigned to users GoldMine is designed to link contacts with scheduled activities which lets you schedule the activity on your calendar and on the contact s Pending tab When you complete the activity it is moved to the contact s History tab creating a record of communication and activity NOTE Any un timed no start finish time activities in GoldMine are synchronized to the current time in Outlook when using the GoldMine Plus for Microsoft Word ad in see Outlook Integration on page 239 About Scheduling Activities You can schedule activities using one of the following methods The Calendar The Pending Tab e The Schedule Menu Activity Types You can schedule the following activities e Call Forecasted Sale e Next Action Other Action Appointment 6 To Do e Literature Request e Event Activities GoldMine User Guide 38 Schedule Dialog Box Use the Schedule dialog box for Calls Next Actions Appointments Other
166. e the activity or Delete to remove it from the list 4 Tocomplete a product sale and file it in the History tab right click and select Complete The Complete an activity dialog box appears Update the fields and then click OK 5 To add a product right click and select Schedule Select Forecasted Sale to add a forecasted sale to the Prods Svcs tab Other options including Call Appointment Next Action are scheduled and displayed on the Pending tab in the Opportunity Manager 6 To quickly send an e mail to the linked customer on a forecasted sale right click and select Reply The Reply to an Activity dialog box appears File the e mail in History delete it or retain it in the inbox Notes also carry over 7 To display only products that meet a particular criteria right click and select Options gt Filter The Activity Filter dialog box appears 8 To locate a particular product use the Find option Right click and select Find Type a character string in the Find What box on the Find dialog box 9 To send the data in the Products tab to an outside format right click and select Output to Send the data to the printer as a GoldMine Report Word Excel or the Clipboard 10 To remove a product from the list right click and select Delete 142 Opportunity and Project Management GoldMine User Guide Editing Tasks The Tasks tab in the Opportunity Manager and the Project manager displays Reference Status Priority and User co
167. e turned off for a GoldMine activity retrieved with an alarm time that is later than its starting time Important Considerations e Outlook 2007 does not support weekday skip weekend option for Yearly and Monthly recurrence Synchronization does not support recurring activities The weekend option is available only for daily recurrence e Outlook does not support hourly recurrence GoldMine does not support Contacts linked to an Meeting Appointment only Attendees For additional information about using the Calendar refer to the following topics To Schedule an Appointment see page 251 To Schedule a Meeting see page 251 To Schedule an Appointment An Appointment is an activity that appears on the Outlook Calendar that does not typically involve other people or resources When Outlook and GoldMine synchronize any GoldMine related information also appears in the GoldMine panel An appointment can originate in either GoldMine or Outlook For detailed information about scheduling Appointments in Outlook refer to the Microsoft Outlook Online Help installed with the product Appointments Events in GoldMine Mobile Appointments that are scheduled in GoldMine and synchronized to Outlook can also be synchronized to the calendar on your mobile device Likewise appointments scheduled on your mobile device and then synchronized to Outlook can also be added to GoldMine during synchronization However if you are using Gol
168. eassign To drop down menu to select a user to whom you will reassign the case To notify the selected user of the reassignment via e mail make sure the E mail Notification checkbox is checked and type your message into the Message box provided Click Reassign to reassign the case or Cancel to exit the dialog without reassigning the case NOTE A History entry will be created for the Reassignment action Service Center GoldMine User Guide 1 228 Escalating a Case The Escalate function enables you to escalate a case priority Use the following procedure to escalate a case 1 Atthe Service Center window at the toolbar click Escalate The Escalate Case dialog opens and displays the selected case s unique number 2 Click the Escalate To drop down menu to select the user to whom you will escalate the case To notify the selected user of the escalation via e mail make sure the E mail Notification checkbox is checked and type your message into the Message box provided 3 Click Escalate to escalate the case or Cancel to exit the dialog without re escalating the case NOTE A History entry will be created for the Escalation action GoldMine User Guide Service Center 229 Resolving a Case After a case is resolved it is removed from the list of active cases Use the following procedure to resolve a case At the Service Center window at the toolbar click Resolve The Resolve Case Dialog opens In the Notes field ente
169. eature will not search for information in foreign e mails 172 Universal Search GoldMine User Guide Searching for Contacts with Universal Search 1 Navigate to Go To gt Search gt Universal Search The Universal Search view opens 2 At the Search field type in the name or keyword for which you are searching and then click Go A grid showing the search results displays with the following field labels O Tag You can tag that is check a result and then by clicking on the small down arrow next to the column title select a filter criteria for example True to show only the tagged records More important you can tag records in the search results to activate them as a contact filter O Rank The row ranking of the record The higher the number the more likely the information you are searching for exists in this record O Contact The name of the contact O Company The name of the company name O Found In The location of the search results It can be in several places such as the Contact tab or the Notes tab History tab and so on O Title Depends on the result in the Found In column For example if the result is Contact the title is the contact s title if the result is an e mail the title is subject of the e mail if the result is Knowledge Base the title of the topic and so on O Created The date the result contact activity e mail and so on was created O Modified The date the result contact activity e mail
170. ect Go To gt Document Templates from the menu Select the User name of currently logged in user Right click on the document template folder and select Refresh All from the context menu Expand the Letters Memos and Faxes branch E p The document template created in Microsoft Word now appears in the list of templates To Change Properties of the Template Open the Go To menu and select Document Templates At the Document Management Center select the user from the User drop down list Locate the desired template and then right click on the template and select Properties from the menu The Document Template Properties dialog appears At the Document Name field type in the document name that you want to appear in both the Document Management Center and in the template drop down list on the Merge Form dialog box At the Document User drop down box select the User under which the template will be listed In the Document Management area select the desired options as needed O Save in Links Tab when merging for a single contact creates a linked document when the document is merged O Create History when merging creates a history record when this template is merged In the Document Type area select a document type and then click OK An Alert Message appears Click OK to the mail merge now or click Cancel to abort the merge Contact Communication GoldMine User Guide 1 2 3 80 Editing Document Templates You ca
171. ed Documents Editing Scheduled Literature RequestS About Telemarketing 561055 0c cece eens Branching Scripts Workflow o ooooooo Creating Telemarketing Scripts oo ooooo Branching Scripts Listing Dialog BOX Branching Script Profile Dialog BOX Branching Script Question Dialog BOx Branching Script Answer Dialog BOX Using Telemarketing 5610556 77777 74 Calling Contacts with GoldMine o oo ooooooooo Using the Phone Dialer o ooooooooooooo Making and Answering Calls with SoftPhone About Personal Contacts 0c cece eee eens Sending an SMS or Text Message 00 cece ee eee Sales Management OVEIVICW Seo Wer a anal Understanding Sali a OD AA Scheduling Forecasted Sales 222225 Completing Forecasted SaleS oo oooooooo Sales Analysis Tools IRA Using Forecasted Sales AnalysSiS o Table of Contents 6 Table of Contents Using Graphical Analysis oo ooooooooooo To Use Wild Cards in Activity and Result Code Fields Using Leads Analysis 0 0 c cece eee ences Using Quota Analysis 0 Assign New Quota Dialog 806 4 Quota Profile Dialog BOX o o Using Sales Analysis 0 Using Statistical Analysis oo oooooooooo
172. ed to the Literature Fulfillment Center when configuring Mail Merge properties through the Document Management Center Queued documents can be manually fulfilled through the Literature Fulfillment Center or automatically executed at the selected time if you configured the Server Agents to Print FAX Right click Queued Documents to access the local menu For more information on Mail Merge properties see Using Mail Merge Properties for Printing on page 84 Queued Documents Local Menu gt Refresh Refresh the Literature List gt Refresh All Refresh everything in the left pane O Printed Documents Documents and literature requests you fulfilled Right click Printed Documents to access the local menu gt Refresh Refresh the Literature List 106 Contact Communication GoldMine User Guide gt Refresh All Refresh everything in the left pane gt Expand Expand the date options gt Purge All Delete all information from the Printed Documents list Adding Documents to the Literature Fulfillment Center Use the following procedure to add an existing publication or file to the Literature List 1 Select Go To gt Literature 2 At the Literature Fulfillment Center highlight Literature List in the left pane and right click and select New from the local menu The Literature dialog box opens GoldMine User Guide Contact Communication 107 3 In the Output drop down list you can select one of the following O Stoc
173. edule a Call dialog box Only the Detail tab is available O Automated Processes Use predefined or create new processes See the GoldMine Administrators Guide 5 Add tasks as needed and then click OK 208 Marketing Tools GoldMine User Guide Completing Campaign Tasks Use the following procedure to complete a campaign task 1 Select Go To gt Campaigns gt GoldMine Campaigns At the Campaign Management Center window select a campaign Expand the Open folder and select a task Click Completed Tasks Click Yes at the confirmation prompt ao Deleting Campaigns Use the following procedure to delete a campaign 1 Select Go To gt Campaigns gt GoldMine Campaigns 2 At the Campaign Management Center window select a campaign 3 Click Delete Campaign 4 Click Yes at the confirmation prompt NOTE If an Automated Processes process was attached to a campaign GoldMine removes the process from the designated records Deleting Campaign Tasks Use the following procedure to delete a campaign task 1 Select Go To gt Campaigns gt GoldMine Campaigns 2 Atthe Campaign Management Center window select a campaign 3 Click Delete Tasks 4 Click Yes at the confirmation prompt Changing Campaign Task Properties Use the following procedure to change a campaign task s properties 1 Select Go To gt Campaigns gt GoldMine Campaigns 2 At the Campaign Management Center window select a campaign 3
174. efficiency and measure effectiveness By tying sales and marketing promotions with customer data you can provide consistent personalized customer experiences The Center interface contains three panes a menu and a toolbar The navigation pane tree view displays each campaign Expand a campaign in the tree to reveal its Open Completed and Contacts folders Select a folder to display details and contact names in the right panes The Center tracks open completed activities and which customers have been contacted When you complete a scheduled activity generated from a campaign GoldMine tracks the activity and records it as completed in the Completed folder A completed campaign activity is also noted in the Contract Record History tab The Campaign Creation Wizard provides a checklist of activities for conducting a campaign Use the Wizard to import data schedule calls perform mail merges and run Automated Processes For more information see Creating Campaigns on page 207 Click the Configure Web Import button on the toolbar A wizard appears Use it to create the HTML form and the script for Web imports Web import capabilities help you collect contact information from interested visitors directly from your Web site to feed that into marketing campaigns 204 Marketing Tools GoldMine User Guide Campaign Local Menu Access the local menu by right clicking on a campaign in the Campaign Management Center New Campaign Launches Camp
175. elect Host Click this button to select the name of a remote computer The name appears in the Host field To add a new path click Add and select the path To edit an existing path select the path and click Edit To delete an existing path select the path and click Delete O Show linked contacts in search results Select this checkbox to display all contacts linked to the search GoldMine User Guide Universal Search 175 5 Grid tab you can configure the grid to your personal specifications Complete the following fields as needed O Show Top N Records Enter the number of queries to be limited in each area For example if you enter 50 you will see 50 rows or less in each area O Order By Select an initial column to order the results by Click on the down arrow and select a column O Direction This option allows you to determine the sorting direction of the search results The selections are Ascending and Descending O Grid Scrollbar Select the location of the scrollbar Selections are Auto fit columns and Show Horizontal Scroll Bars O Activity Navigation Select the location in which you want to see the found activity Selections are Contact Pending Tab Activities List and Calendar O Show columns Select the columns you want to display 6 At the Search Filters tab create the desired search filters This allows you limit a search to records returned by the search filter Select the following options O
176. elivery gt Send now to send the e mail immediately gt Queue for delivery at the times specified in the Server Agents Administrator Select the File in History tab and then select from the following options O Create a history record Creates a record on the History tab of the selected contacts O Save the template text in history Includes the message in the history record O Update Reference field using a dBASE expression optional Changes the reference field from the template name to the dBASE expression you type in the text box NOTE To display text in the Reference field use quotes around the text For example Phase one of campaign displays this phrase in the Reference field on the History tab O Activity Specifies an activity code O Results Specifies a results code Click OK 6 Sending E mails from the Document Management Center Use the following procedure to send e mails from the Document Management Center Select Go To gt Document Templates or click the Documents button on the toolbar The Document Management Center opens At the User field select a user from the drop down list Highlight and right click on the e mail template you want to send and then click Merge The Mail Merge Properties dialog box opens Select the user and template in the appropriate fields if not already selected and then click OK The e mail is ready to be sent If you send the e mail immediately a record of what wa
177. er operability between Outlook messages created in Outlook and GoldMine GoldMine User Guide Contact Communication 101 Reading E mail Sent with Digital IDs You can receive e mail messages digitally signed and encrypted from non GoldMine users To send you a signed e mail message the sender must have a Digital ID from a valid Certificate Authority To send you an encrypted e mail message senders must have your Digital ID public key from a valid Certificate Authority When receiving the message GoldMine asks you for your password in the Private Key Password dialog box TIP For more information see Using Digital IDs with E mail Messages on page 103 Signed with a Digital ID When receiving a digitally signed message the message includes the sender s digital signature and public key When the message signature is verified the Inbox displays a signature icon next to the message When you open the message you are notified if the signature is verified or if the signature verification failed Encrypted When receiving a digitally encrypted message the message was encrypted with your public key supplied to the sender at an earlier time The message is decrypted using your private key You are asked to supply the password to your private key to read the message Signed and Encrypted When receiving a digitally signed and encrypted message the message includes the sender s digital signature and a message encrypted with your
178. er Graph Type and more than one user is selected data for these users displays on one graph with color coded entries to differentiate users O All Activities Scheduled or completed data for the activity types described below 3 At the Activity types field select an activity Graphical representations depend on whether Completed or Scheduled is selected under Graph Type Call Backs Graph for completed or scheduled Call Backs Messages Graph for completed or scheduled Messages Next Actions Graph for completed or scheduled Next Actions Appointment Graph for completed or scheduled appointments Sales Graph for completed or scheduled sales Others Graph for completed or scheduled other actions High End Type a numeric value corresponding to the uppermost number to display on the graph s vertical axis For example if experience shows users rarely schedule more than 30 appointments per week entering 30 in the High End field generates a graph with a vertical axis ending at 30 The default zero 0 lets GoldMine generate the high end value based on included data O0O00000 O Low End Type a numeric value corresponding to the smallest number to display on the graph s vertical axis For example if experience shows that users have never scheduled fewer than five call backs per week entering 5 in the Low End field generates a graph with a vertical axis starting at 5 0 The default is zero 0 O Activity Cd Generates the graph from a
179. ers or both 10 Click Schedule to save and close the dialog box To Modify Contacts for a Scheduled Activity While Scheduling Activity Details see page 39 you can click the Details tab of the Schedule lt an Activity gt dialog box to add remove or change the Contacts for a scheduled activity 1 On the Schedule lt an Activity gt dialog box click the Detail tab 2 To Change the Primary Contact O Click the Search button and select Look up another contact from the menu Then search for a Contact in the Contact Search Center 3 To Add a Contact O Click the Search button and select Select multiple contacts from the menu The Contact Search Center opens Click the New button and search for a Contact in the Contact Search Center 4 To Remove a Contact O Click the Search button and select Select multiple contacts from the menu Then select the Contact from the list and click Remove Click Remove All to remove all Contacts from the activity 5 Click OK to save and continue Scheduling Activities to Users Select the Users tab to delegate the scheduled activity to selected users or user groups NOTE If multiple users are scheduled for an Activity they must be configured to used the same e mail service GoldMine or Outlook FrontRange does not support simultaneous work of Outlook and GoldMine mail centers Use the following procedure to schedule an activity to users 1 With the contact for which you want to schedule the a
180. es this field To change the contact click the Search button to the right and select a company from the Contact Search Center O Contact Select the primary or additional contact in the drop down list The Contact field label will change according to the type of record selected For example if the selected record type is Car then the field label will appear as VIN with a drop down list of Vehicle Identification Numbers O Type Defaults to Project and cannot be changed in this dialog box Templates of User Select the user who is the owner of the template to use O Please select a template of the selected user Select a template in the drop down list see Creating Project Templates on page 139 O 138 Opportunity and Project Management GoldMine User Guide 5 Atthe Project Properties dialog box complete these fields as needed Project Type or select the project name from the F2 Lookup list Company Type the new company name if the name in the field is not the correct company name Manager Select the project manager in the drop down list Code Select the project code by typing or selecting an entry from the F2 Lookup list Status Type or select Stage Type or select Source Type or select the source of the project from the F2 Lookup list Start Date Select the date the project starts from the F2 graphical calendar End Date Select the date the project should end from the F2 graphical calendar Actual End Defaults to t
181. etail View see page 215 2 Select Customize from the Service Center Toolbar The Case Manager Preferences dialog contains four tabs Options Column Selection Tab Selection and Labels Options The Options tab contains the following elements e Case Number Mask see About the Set Case Number Mask Dialog on page 223 e Default Follow up Interval Determine the default interval in days between the case s creation date and the date automatically set in the Deadline field Detail View For example to set a default interval of 7 days select 7 from the drop down menu This is the date when this case is scheduled to be resolved as displayed as the Deadline in the Case Details Window see About the Case Details Window Detail View on page 216 Default Assignment Choose the user if any that cases will be assigned to by default Default Template Choose the case template if any that all cases will default to Priority List Select the types of cases that will be automatically be added to your priority list TIP Use the Priority List to create a custom filter for cases For example to display only unread cases in the Service Center for a user select only the checkbox for Cases Unread in the Options window then select My Priority List from the Show menu in the Service Center toolbar e Show as an Alert Select the types of cases that will automatically create alerts Service Center GoldMine User Guide 220 Column Selection
182. ets the first date of the period to include in the analysis O To Date Sets the last date of the period to include in the analysis O Activity Cd When an activity code is entered in this field GoldMine includes only those completed activities with the specified activity code to be analyzed When the field is left blank all completed activities are included For example if you code your activities as billable or non billable enter the activity code for billable activities and get an analysis of these activities only O Result Cd When a result code is entered in this field GoldMine includes only those completed activities with the specified result code to be analyzed When the field is left blank all completed activities are included 4 Click the Analyze button to start the calculations The results appear in the following areas O Phone Calls Analysis Total number of completed telephone calls of the specified type in the history file Call backs outgoing calls incoming calls and returned messages are shown as well as the total duration of calls in each category GoldMine displays the average duration of calls below the grand totals line for this section Successful Calls shows the number and percentage of calls with a satisfactory outcome while Unsuccessful shows the telephone calls without a satisfactory outcome O Activities Analysis Total number of completed activities in the history file including to do actions received messages
183. ettings dialog box appears See Using the Optimizing Filters Options on page 184 e SQL Query records Uses an existing SQL query on the SQL Query tab of the Filters and Groups dialog box to query an MSSQL Server database The Optional Settings dialog box appears Tagged records Uses records you tagged in the Contact Search Center using CTRL click Once multiple contacts are highlighted select Go To gt Contact Groups and create a new group The Optional Settings dialog box appears Search results Uses the records resulting form a search by selecting Lookup gt Text Search When GoldMine completes the search leave the Search dialog box open The Optional Settings dialog box appears Scheduled calendar activities Creates a group based on scheduled activities in the Calendar The Group Based on Scheduled Activities dialog box appears e Completed history activities Creates a group based on historical activities Select a User Enter the date range and type an Activity code the default is blank Select an Activity Type The Build a Group based on Completed Activities dialog box appears e Supplemental contact data Creates a group based on detail records linked documents additional contacts or referrals to build a group based on supplemental data The Build a Group based on Contact Details dialog box appears GoldMine User Guide Working with Groups 189 Groups Based on Filtered Records 1 Inthe Group Building Wizard select F
184. ext box Select public to see all the templates with an owner of public If you do not need a cover sheet for your request skip this step NOTE The Cover Letter and User fields are linked to the Document Management Center 5 Atthe Literature List drop down list select the literature type The items included in the list display in the text window below the Literature List 6 To schedule the literature request to a particular user select the user in the Assigned to drop down list The request appears on the assigned user s calendar 7 Atthe Code field select the code in the F2 Lookup list to categorize the request The activity code can be used to analyze specific completed activities 8 At the Send Date field select a send date using the F2 Lookup graphical calendar 9 Select the Alarm for GoldMine checkbox to alert the assigned user of the activity before the scheduled time 10 Select the RSVP checkbox to be notified when the assigned user completes the activity 11 At the Special Instructions field type any instructions to the assigned user 12 At the Opportunity Project field select an opportunity project o associate the literature request with a particular opportunity or project or click New to create a new opportunity or project 13 Click Schedule to complete the process or select the Series tab to assign the literature request to a group of contacts 14 For the procedure to complete the Series tab see Scheduling Activities
185. fields as needed Reference Type or select a predefined reference from the F2 Lookup list Status Type or select a status level for the task Start Date Type or select the beginning date of the task from the F2 graphical calendar End Date Type or select the date the task should be completed from the F2 graphical calendar User Select the user or user group the task is assigned to in the drop down list Priority Type or select the rank from the F2 Lookup list Color In the drop down list select the color to displays for the task on the Gantt chart calendar Done Using the up and down arrows select the percent of the task completed Notes Add notes as needed Completed Task Select this option if the task is already completed The Status in the Task tab is updated as Completed 0000000000 7 Toremove the task from the list right click and select Delete 8 Toadd 3 task right click and select New GoldMine User Guide Opportunity and Project Management 143 Editing Teams The Team tab displays Member Title Department and Role columns Edit the team using the local menu Use the following procedure to edit teams 1 In the Opportunity or Project Manager click the Team tab in the lower pane 2 Tochange settings for a team member right click and select Edit 3 At the Opportunity or Project Team Member dialog box complete the fields as needed O Type Select User for GoldMine users or Other Contact for a contact in the
186. fields views Primary field views are customized views of the primary fields Primary fields are those in the upper four panes of a Contact Record and are Contact1 fields Process A sequence of two or more events which are the step by step instructions that GoldMine evaluates to perform a defined series of activities Also known as an Automated Process Processes tab Lists the Automated Processes attached to the Contact Record Project Involves a group working as a team to complete a long term project that involves multiple component tasks Projects tab Displays the Projects associated with the Contact Record GoldMine User Guide Glossary 265 Rebuilding Creates a new file structure or table and copies data record by record from the old files tables to the new ones Record curtaining A Contact record can be curtained so that a user who does not own the record cannot view the record or can view only part of the record Record types Customized combination of primary fields views custom screens and GM Views Configured in the Record Types Administration Center Record Types Administration Center Allows you to create many Record Types based on combinations of your different Primary Field Views Custom Screens and GM Views and to apply them based on your user defined Record Type Rules Record typing Customized combinations of Primary Fields Views Custom Screens and GM Views Rectype A record type code identify
187. form a specified series of activities An event consists of a trigger and an action An Automated Process consists of a sequence of one or more events F2 Lookup Special type of browse window that can be customized to contain frequently used or code specific entries Security options can control F2 lookups to ensure user input and allow standardization of data Field typing Customizing field labels and colors using direct data or dBASE expressions Fields tab Displays user defined fields grouped together in user defined screens File code The unique 3 character identification assigned to each Contact Set enabling synchronization and backing up Filter Sort condition used to select a subset of records from the entire database Force log out Forces users out at a particular time or when inactive for a period of time Free busy times Free and busy calendar times published to file ftp or http locations and made available to other users GoldMine User Guide Glossary 263 GM ini A file located in the GoldMine directory containing commands for general GoldMine operation The most important are the SysDir GoldDir and CommonDir GM View tab User defined HTML template based views gmb The gmb file extension for a backup file created by the Back Up Wizard GoldDir Used in the GM ini the GoldDir specifies the location of your GoldMine files also called your GMBase files GoldMine Business Contact Manager An installa
188. ghlighted record for the salesperson O Edit Access the Quota Profile dialog box see Quota Profile Dialog Box on page 128 to modify a previously assigned quota 3 Select Close to exit the dialog box Assign New Quota Dialog Box To assign a quota to a user from the Quota Listing dialog box select New The Quota Profile tab on the Assign new quota dialog box contains e User By default contains the name of the logged in user Select another user in the drop down list The name of the selected salesperson appears in the User column of the Quota Listing dialog box From Date Starting date of the quota period By default contains the first date of this month To Date Ending date of the quota period By default contains the last date of this month Quota Dollar amount of sales that the salesperson is expected to make during the quota period Forecast The total dollar amount of sales scheduled on the calendar for the period This entry changes as the salesperson schedules more forecasted sales to close during the quota period GoldMine User Guide Sales Management 7 e Closed Sales The total dollar amount of sales completed during the quota period This entry changes as the salesperson completes sales during the quota period e Lost Sales The total dollar amount of sales activities completed as lost or unsuccessful during the quota period This entry changes if the salesperson completes sales as lost during the quota perio
189. ght click and select Delete 9 To add a Detail right click and select New GoldMine User Guide Opportunity and Project Management 145 Editing Pending Activities for Opportunities and Projects The Pending tab displays Activity Date Time User Code Contact and Reference columns Edit the pending activities using the local menu Use the following procedure to edit pending activities 1 Inthe Opportunity or Project Manager select the Pending tab in the lower pane 2 Right click and select Zoom The Scheduled Activity Zoom window opens O Scroll through the activities by clicking Next and Previous O Click Complete to complete the activity or Delete to remove it from the list NOTE The Preview Pane can be used in place of the Zoom command on the context menu 3 complete an activity and file it in the History tab right click and select Complete At the Complete an activity dialog box update the fields and click OK 4 Toschedule activities right click and select Schedule then select an option see Scheduling and Completing Activities on page 38 5 To quickly send an e mail to the linked customer on a pending activity right click and select Reply O At the Reply to an Activity dialog box file the e mail in History delete it or retain it in the inbox Notes can carry over 6 To display only pending activities that meet a particular criteria right click and select Options gt Filter At the Activity Filter
190. ght click the upper pane and select New See Creating Projects on page 138 4 To filter the displaying projects click on the Show drop down menu and select the corresponding Status To view all projects that are not closed select Active in the drop down list 5 Select the project and manage project details using the tabs Contacts Contacts associated with the project Task Schedule a plan of action with specific tasks assigned to users or user groups Team GoldMine users and contacts contributing to the project Issues Possible roadblocks to the successful completion of the project Notes Type free form notes related to the project Details Links Displays simple details lets you link documents Pending Scheduled activities for the project History Completed activities for the project OO0O00000 0 NOTE For more information about the various tabs located on the page refer to Using the Opportunity Manager on page 133 Creating Projects Use the following procedure to create a new project 1 Select Go To gt Projects 2 Atthe Project Manager dialog box click New or right click and select New gt New Project from the local menu 3 At the New Project Prompt dialog box click O Yes The Project Wizard appears See Using the Project Wizard on page 139 O No The New Project dialog box appears 4 Complete the following fields as needed and then click OK O Company The company in the current contact record populat
191. h back to the Preview tab and then click the Drill Down button Creating SQL Query Filters Use the Filters and Groups dialog box to create filters based on Microsoft Structured Query Language SQL Queries SQL Query options are designed and optimized for systems running a SQL database NOTE SQL queries have a format different from the dBASE format To Create an SQL Query Filter Select Tools gt Filters The Filters and Groups dialog box opens Click the SQL Query tab Type the SQL query See SQL Query Samples on page 186 Click Query to display results in the lower text box To save the query for future use click Save The Saved SQL Queries dialog box opens A Type a name in the Query name field GoldMine User Guide Working with Filters 185 SQL Query Samples Count Number of Records To count the number of Contact Records write your statement as SELECT count FROM Contact1 For count statements notice the wildcard is surrounded by parentheses Fields in Each Table To return a listing of all fields in each table for GoldMine write a query such as SELECT FROM Contactl and then change the table name for each listing required SELECT FROM CAL select from ContHist Restrict to City To find all contacts in New York City write your statement as SELECT FROM Contactl WHERE city New York A query to find all New York City records where users entered both initial cap and lowercase SE
192. he Case Manager settings see Case Manager Preferences on page 220 About the Case Details Window Detail View The Detail Window contains the following display fields drop down menus and F2 Lookup fields for viewing and managing details of the specified case Case Number A unique string that identifies an individual case Company The name of the company associated with the specified case number Contact Contact information for the company associated with the specified case as a link you user can to navigate to the Contact record Template Select the desired template for the specified case Category User defined Category to which this case is assigned Category is an F2 Lookup Field and can be saved as part of a template Type User defined Type for specified case Type is an F2 Lookup Field and can be saved as part of a template Origin User defined Origin of specified case Origin is an F2 Lookup Field and can be saved as part of a template Priority User defined Priority assigned to the specified case Priority is an F2 Lookup Field and can be saved as part of a template Offering s User defined product or service for the specified case Offering s is an F2 Lookup Field and can be saved as part of a template Product Service in the Save as Template dialog box Subject A basic subject that summarizes the service issue and can be saved as part of a template Description A detailed description of the service issue Status Th
193. he Free Busy tab 3 turn onthe busy publishing options select Publish Busy Time and configure the following options For the Filename select the location type where you are publishing your calendar information o file o ftp O http 4 Inthe text box following Filename select the file location or type the ftp or http path Your path should conclude with the file name and the ics extension for iCalendar and htm or html for the Web publishing For example www my CSwebsite com calendars MyCal ics or www myCALwebsite com calendars MyCal htm NOTE Username and Password are active only if you are posting to an ftp location 5 Inthe Date Range area select the predefined date range in the drop down list Use the graphical calendars to select the From and To dates to publish Specify the update Frequency in day s hour s or minute s Select the Activity Types to publish as busy Select another tab or click OK O oO After configuration your free busy information publishes to the designated location and on the specified schedule Manually publish your Free Busy time to the specified location by selecting Tools gt Publish Calendars gt Publish Free Busy Times Calendar Options Dialog Box Publishing Tab Use the Publishing tab to configure iCalendar and Web publishing options for your calendar NOTE Configure and automatically publish you calendar using the Server Agents Administrator Alternatively manually
194. he Go To menu in GoldMine and then select Document Templates Creating a GoldMine Contact Record from an Outlook Message If a Contact does not exist in GoldMine for an e mail that you received in Outlook you can create a new GoldMine Contact record directly from Outlook for any selected e mail sender or recipient To Create a New GoldMine Contact Record 1 Below the Senders and Recipients pane click the Create a new GoldMine contact for link The New GoldMine Company and Contact dialog box displays 2 Enter the company name and contact information 3 Check the desired options 4 Click OK to create the new contact and close the dialog box GoldMine User Guide Outlook Integration 249 Outlook Calendar The Outlook Calendar lists all of your Outlook activities as well as those synchronized from GoldMine Calendar activities can be created in either Outlook or GoldMine and scheduled for multiple participants which then appear in their own calendars as well NOTE Outlook calendar items synchronized to GoldMine will display only attendees that exist in GoldMine as either Users or Contacts NOTE Any un timed no start finish time activities in GoldMine are synchronized to the current time The information displays in the GoldMine panel and contains the following areas for the selected item e Selected Items displays the Subject and time frame for the selected calender item If the selected calendar item is not part of the Gol
195. he Notes Tai o Seb See RAPER Gb SERED 163 About the Referrals Fa beni A a aie ae Ba aS Gee Rae 163 About the History Tab sia a o oi a ia 164 Aboutthe Summary TADA ATA A aci 165 Searching for CONS a 0 o 165 CONC is ES 165 Contact Search Center Toolbar oo ooooocoooconro 166 Saving 005 a e 6 welt ae a gt ND 167 Searching for Contact 6607015 eens 168 Saving Search Criteria as a Filters iwi eee tauia aaen Games RR iaaa alah aea bY 170 Syncing Contacts in the Contact Search Center 170 Creating Contact Search Center GroupS 170 Contact Search Center Query Editor ee enn ene tenes 171 Browser Column Selection lt 171 Setting Record Scroll Order in the Contact Search Center 2200222 eens 171 Universal Search e at eee aio feat E col ela Lo Lots ols a ole 172 Searching for Contacts with Universal Search 173 Using the Universal Search Advanced Feature 0 0 ccc nen n tenes 174 Setting Universal Search Options 0 0 ccc ee eee 175 Format of Queries and Results of Searches 176 General FOME ent rer be Neoware ner ie 0 a Se Wee ee eee bee 177 lt FOFWhoM gt FO Madina a yar oa ee ee ed Cael eee oe oie SESE Sees 177 Wherewps Formats eo fk ee a BG 5 aa odios 178 Memo Filters net EE lor dal 178 PIITEDS and Grops saat acai aula E oak
196. he Suggest button is disabled To edit a questionable word type a revised version of the word in the Not in Dictionary text box Ignore changes to Undo edit Clicking Undo edit returns the edited word to the original form Use the Check Spelling dialog box to change the Options and Dictionaries Select Undo if you made changes to a document with Ignore or Change and want to undo the changes The Undo button takes you back one word at a time Click Cancel to stop the spell checker and close the window Contact Communication GoldMine User Guide 1 98 Creating Dictionaries Use the GoldMine spell checker to configure and customize the dictionary for each user Add words import files and change the action on individual words Use the following procedure to create dictionaries 1 Select Tools gt Options and then select the Speller tab 2 Click Setup Dictionaries The Dictionaries dialog box opens 3 Select from the following options as needed The Words text box lets you add a word or edit the highlighted word from the text box The text box listing displays the words in the Files tlx file O To add a word type the word and then click Add Word O To edit a word highlight the word type the correction and click Add Word O To type case variations on a word at the Other word field type in the word and then click Add Word 4 Click Delete Word to remove the word from the dictionary file 5 Click Import to import the words in a t
197. he date displayed in the End Date Updates when the project is completed 0000000000 6 Click OK to return to the Project Manager window with your new project listed in the upper pane Each tab must be updated manually Editing Projects The Project Manager Contacts tab displays the Company Contact Title and Role of related contacts Edit the contacts using the Contacts local menu Use the following procedure to edit a project 1 Inthe Project Manager select the project to edit 2 Right click and select Edit 3 At the Project Properties dialog box appears edit the fields as needed and then click OK Creating Project Templates Use the following procedure to create a project template 1 Select Go To gt Projects 2 Atthe Project Manager window click the New Project drop down menu button and select New Template The Project Templates Properties dialog box opens NOTE The settings you configure in the template are used when an opportunity is created based on the template Carefully consider the settings for example the Acct Manager becomes the default owner and therefore the default Manager of the opportunity Users can change the settings as they create the opportunity 3 Complete the fields as needed Template Name Type the name of the template or select a name in the F2 Lookup list Manager Select the user or user group in the drop down list Code Type or select a code in the F2 Lookup list Status Type or select th
198. he following options to manage tasks O Schedule Schedule an activity Zoom Open the activity Zoom dialog box allowing you to view complete or delete an activity Complete Remove task from the Task list and saves it as history Reply Open an e mail message addressed to the creator of the task E mail Contact Write a new e mail message to the creator of the task Print Open the print page to save preview adjust the layout set printer properties and print Export to Word Export the task details to Word Copy to Clipboard Copy the details of the task to the Windows clipboard to paste into a text editing program Delete Delete the task from the list 0000000O0 62 Calendars GoldMine User Guide O Edit Open the appropriate dialog box for the selected task Edit the contents NOTE The Preview Pane can be used in place of the Zoom command on the context menu Occasions in the Calendar Occasions are one time or recurring events to display on your calendar Link the occasion to a contact or leave it unlinked Or set an alarm on the occasion to remind you in advance Occasions displayed in the Calendar on the day of creation View all occasions on the Occasions tab of the Activity List Occasions are not linked to a contact s until you schedule an activity from the activated GoldMine Occasion Alarm For more information see the following topics e Adding or Editing Occasions on page 63 e Deleting an Occasion on page 64
199. he window consists of the following elements A Search field for finding an existing case Select the search field from the drop down menu O Number O Subject O Description O Contact Name O Company Name A Toolbar with buttons for managing the elements in the List view see Using the Service Center Toolbar List View on page 215 A Case List displaying all existing cases in the database depending on the selection set in the Toolbar An Activity and Notes panel A Summary of the specified case To switch to the detail view double click on a case in the list Click the chevron button 2 in the right portion of the window to view both the case list and case details in the main window Understanding the Case List List View The case list can be sorted by any of its set columns For example e Status Current status e Number Case number e Subject Subject of case e etc Understanding the Activities and Notes Panel The Activities and Notes panel contains the following fields e Next Activity Displays the next activity scheduled for this case e Last Activity Displays the last activity performed for this case Last Note Displays the last note from Notes tab applied to this case Understanding the Case Summary List View The bottom portion of the Service Center List View window contains the following fields Case Number A unique string that identifies an individual case e Company The name of the company associa
200. ial title Role Type or select the role defining the contact s relevance to the project O0O000 Notes Type in extra information about the contact 4 To change a linked contact right click and select Relink to Another Contact The Contact Search Center appears Double click the new contact you want to link to 5 display the Contact Record of the selected contact in the Project manager right click and select Go to Contact Record The Contact Record window displays the selected contact 6 delete a contact from the list right click and select Delete 7 To edit the information in the Contact dialog box right click and select Edit GoldMine User Guide Opportunity and Project Management 1 Editing Opportunity Influencers The Influencers tab in the Opportunity Manager displays the Company Contact Title Role and Response Mode columns Influencers are contacts associated with the Opportunity Edit influencers using the local menu 1 Inthe Opportunity Manager select the Influencers tab in the lower pane 2 Right click and select Edit 3 At the Influencer dialog box complete the fields as needed O Company Click the search button to the right of the field and select Look up contact which launches the Contact Search Center Select a contact or select Create a new contact which launches the New Company and Contact dialog box to create a new contact record Contact The contacts and additional contacts listed
201. ic NOTE The GoldMine Outlook Integration must be configured before the integration is complete and ready to use For more information see Setup GoldMine Outlook Integration For more information about the GoldMine Outlook Integration see the following topics GoldMine Enhancements to Outlook Setup GoldMine Outlook Integration GoldMine Outlook Overview Synchronization Outlook Mail Outlook Calendar Outlook Contacts Outlook Tasks GoldMine User Guide Outlook Integration 239 GoldMine Enhancements to Outlook The GoldMine Add in allows Microsoft Outlook to integrate with GoldMine See the following for a list of enhancements to the Outlook components Outlook Mail Linking E Mail Messages see page 246 e Sending E Mail Messages see page 248 e Creating a GoldMine Contact Record from an Outlook Message see page 249 e Displaying the Linked Contact Details in Outlook see page 363 Setting the Contact E Mail Pane Display Options see page 365 Outlook Calendar Set the Calendar Display Options see page 365 e Schedule a Calendar Activity see page 251 Outlook Contacts e Search for Contact in GoldMine to Associate an E Mail Address see page 252 Create a New GoldMine Contact from the Outlook Contact see page 253 Manage GoldMine Customer Contacts see page 253 Outlook Tasks e Create a Task in Outlook see page 253 e Create and Link to a New GoldMine Task see page 254 e Displaying the Linked Task
202. ically higher than the comparison value the record is selected Example Selecting the file and the Value entry creates the filter City Greater than Los Angeles A record with a City entry of Pacific Palisades will be selected but a record with a City entry of Burbank or Los Angeles will not e Less than Tests for a value in the data field alphanumerically lower than the comparison value In a test for alphabetic entries such as City a lower value is one that comes before the entered value meaning earlier in the alphabet When the data field s value is alphanumerically lower than the comparison value the record is selected Example Selecting the field City and the Value entry Los Angeles creates the filter City Less Than Los Angeles A record with a City entry of Glendale will be selected but a record with a City entry of Los Angeles or Santa Monica will not e Greater or Equal Tests for a value in the data field equal to or alphanumerically higher than the comparison value In a test for alphabetic entries such as City a higher value is one that comes after the entered value meaning later in the alphabet When the data field s value is alphanumerically higher than the comparison value the record is selected Example Selecting the field City and the Value entry Los Angeles creates the filter City Greater or Equal to Los Angeles Any records with City entries of Los Angeles and any records with City entries that c
203. ients pane the To and From e mail addresses display 2 Click either the To or From e mail address in the Senders and Recipients pane O If you click From Click the Search for lt ContactName gt in GoldMine to associate the e mail address link in the panel below O If you click To Click the Search for a contact in GoldMine to add lt xxx xxx xx gt as its e mail address link in the panel below The Contact Search Associate E mail Address dialog box displays 3 You can accept the pre filled value or enter the full or partial contact name in the Find Value text box 4 Click the Search button to search for a contact with that value NOTE If your search returns no entries you can click the Create button to open the New GoldMine Company and Contact dialog box to create a new contact to link the e mail 5 Select the desired record from the search results and the click the Link button IMPORTANT If you associate an e mail address to a Contact Record that already has an e mail A address associated to it a message appears asking you to replace it with the new one Clicking Yes well replace to old e mail address for the Contact Record and move the previous e mail address as a secondary address Clicking No assigns the new e mail address as a secondary address to the list of addresses for the contact To Manually Link Messages to a GoldMine Contact When you receive an e mail in Outlook that is not linked automatically you can manually lin
204. ies for the opportunity OO0000000 NOTE For details about these tabs refer to Managing Opportunity and Project Details on page 141 TIP To sort opportunities or projects in alphanumeric order by one of the column criteria click the column label For example click the Company label to sort Company records alphabetically 7 Tocomplete an opportunity select the opportunity right click and select Win or Lose see Creating Opportunities Use the following procedure to create an opportunity in the Opportunity Manager 1 Select Go To gt Opportunities 2 At the Opportunity Manager window click New on the Opportunity Manager toolbar or Right click and select New gt New Opportunity from the local menu 3 Atthe New Opportunity Prompt dialog box click O Yes The Opportunity Wizard opens See Using the Opportunity Wizard on page 136 to continue this procedure O No The New Opportunity dialog box appears Go to step 4 4 Configure these settings O Company The company in the current contact record populates this field To change the contact click the Search button and select a company from the Contact Search Center O Contact Select the primary or additional contact in the drop down list Available contacts are those associated with the selected company The Contact field label will change according to the type of record selected For example if the selected record type is Car then the field label will appear as VIN
205. igital ID see Sending Encrypted E mail on page 90 Spell check selected message see Spell Checking E mail on page 98 Save as draft O Save as draft O Save as draft continue editing Attach Files Sign with Digital ID Encrypt Message O Do Not Encrypt O Encrypt Using GoldMine O Encrypt Using Digital ID Check Spelling Save as file Save the selected message as an HTML or text file Print Print the selected message Cut Cut selection to clipboard Copy Copy selection to clipboard Paste Paste contents from clipboard Local Menus Use the E mail Center local menu also called a shortcut menu to access commands in the selected browse window tab or pane 1 Right click in the window tab or pane you are working in 2 Select the action from the menu Creating and Sending E mail Use the same Edit E mail dialog box when creating an Internet e mail message or a GoldMine e mail message NOTE Header information included in outgoing GoldMine e mail sometimes triggers spam filters GoldMine administrators can resolve this by adding the following GM NI entry that will override the X Mailer ID 88 Contact Communication GoldMine User Guide GoldMine XMailer MyMailerl Use the following procedure to create an e mail message 1 Access the E mail dialog box in one of the following ways O Click the E mail button included on the Global Toolbar O Select Actions gt E mail
206. igned to each group to help locate a group if you defined many in GoldMine gt Click Build the Group and or the Synchronize button as needed 5 The Group Building Wizard opens Creating a New Group Use the Groups tab to create and activate static groups of contacts Use the following procedure to create a group of contacts To Create a New Group 1 Select Tools gt Filters The Filters and Groups dialog box appears 2 At the Filters and Groups dialog box click the Groups tab 3 Click the New Group button The New Group dialog box opens gt Type or select a Group Name a descriptive name to each group a Type or select the Code an optional identification code assigned to each group to help locate a group if you defined many in GoldMine Select another user in the User field Select the following options as needed Check Build the Group and or the Synchronize Group option as needed 8 2 The Group Building Wizard opens See Group Building Wizard on page 189 188 Working with Groups GoldMine User Guide Group Building Wizard In the Group Building Wizard select one option and click Next Filtered records Uses an existing filter created by any user The Build a Group based on a Filter dialog box opens See Groups Based on Filtered Records on page 190 Previewed records Uses records you are previewing in the Preview tab in the Filters and Groups dialog box to preview filter results The Optional S
207. iltered records 2 Click Next The Build a Group based on Filtered Records dialog box opens 3 Select one option O Build on a Filter Create a group based on an existing filter Select the filter Owner in the drop down list and the filter name in the Build on a Filter drop down list O Build Filter Create a filter if one does not exist O Build on an Expression Type a new filter expression or edit the filter expression 4 Click Next 5 The Optional Settings dialog box appears See Group Optional Settings on page 190 Group Optional Settings When building a group use the Optional Settings to refine your choices 1 At the Optional Settings dialog box select the Sort Field in the drop down list NOTE The Sort Field specifies a contact field or user defined field GoldMine sorts the group by Select the field to sort the group by and GoldMine places the value from that field in the group Sort field for each group member s contact record When the group is active group members are arranged alphabetically by this sort field 2 Type or select the Reference value from the F2 Lookup list NOTE Each member has a group Reference field The field contains information you type or select When GoldMine builds a group you can select the value placed in the group Reference field for each group member for example Database gt Fieldname 3 Type or select a Filter Expr from the F2 Lookup list The filter expression must be a valid
208. imes 00 00 cece cee teen eens Scheduling Based on Contact s Free Busy Times Distributing Your Free Busy URL to others e Table of Contents 4 Setting Free BUSY Times ciao ees e gee Sines Sia eau onde so Ge Gas own aad 67 Using Free Busy Times AID 8s ot ot aaa oe bel el ay 68 Configuring IIS to Access ifb File Types 68 Scheduling from Meeting Requests caca e AAA 68 Scheduling Activities Based on Available Times 0 0 cece cece cece nen eee o 68 Creating Meeting Requests 2 2000222222 70 Responding to Meeting Requests cui ccc epee da da 24 24 PEGE A SS WES 70 Sharing Calendar Information 71 Publishing Your Calendar as ics and AtM gt 71 Publishing Your Free Busy Time as a ifb 16 71 Exporting Your Calendar 35 iCS i A a e 71 Accessing Shared Calendars sci wedi iil ed Mei da do 71 Configuring Calendar Publishing in the Server Agents Administrator o ooooooooo o 72 Publishing Calendar Information 72 Publishing Free Busy NIMeS 21 4 5 ie ee ORE EERE ON Se LE 22S Doe 8 Gas Bel ete eet ood ao 72 Calendar Options Dialog Box Free Busy Tab 73 Calendar Options Dialog Box Publishing 0 0 0c c cece nent nen eens 73 Managing RESOUrCES 74 Auto Upd ating ROSQUECOS tan accninnge a natal 74 Using the Resource s Master File
209. in that field 7 Inthe third Replace field you can reassign record ownership Select Owner in the drop down list 8 In the with text box select the new user or user group to which you are assigning ownership of the contacts NOTE Territory Realignment changes the owner but not the curtaining level To globally change record curtaining see Technical Document 362 Using the Global Replace Wizard at support frontrange com 9 Click Next To Reassign the Activities of a Particular User 1 To reassign the activities of a particular user select the user s name in the Reassign the activities of this user drop down list In the To this user drop down list select the new user who will be responsible for the activities In the Activities ranging from date field type or select the starting date from the F2 graphical calendar In the to date field type or select the ending date from the F2 graphical calendar a PON In the Please select the activity types to reassign to the new user area specify the activities to be reassigned The View types are O Call Backs Scheduled outgoing telephone calls to make sometime in the future Messages Scheduled e mail messages Next Actions Scheduled manual tasks such as sending literature delivering samples shipping products and so on Appointment Scheduled date specific meetings with contacts Can also schedule conference calls Literature Request Scheduled fulfillment and shipping of broch
210. ine Outlook Navigation Buttons This procedure is similar to hiding showing the GoldMine Outlook Panel see To Hide Show the GoldMine Outlook Panel on page 245 but this procedure hides the GoldMine Outlook Navigation Buttons located below the standard Outlook buttons 1 On the Outlook Navigation pane locate the horizontal dividing bar between the Outlook and GoldMine Navigation button panels 2 Click the Show Hide button at the center of the dividing bar to collapse the GoldMine Outlook Navigation buttons Show Hide Button When collapsed the Show Hide button moves to the bottom of the Outlook Navigation buttons 3 To Expand the GoldMine Outlook Navigation Buttons click the Show Hide button again To Add Remove GoldMine Outlook Navigation Buttons 1 Atthe bottom right corner of the GoldMine Outlook Navigation Pane click the Configure buttons menu button to view the menu options 2 Select Navigation Pane Options from the menu 3 Check the box to display ithe GoldMine Navigation Button s in the pane 4 Tochange the order select an option then use the Move Up and Move Down buttons To Show More or Fewer GoldMine Outlook Navigation Buttons The GoldMine Outlook Navigation Buttons that appear are set by adding or removing them from the list see To Add Remove GoldMine Outlook Navigation Buttons on page 242 These are either expanded or collapsed below the list 242 Outlook Integration GoldMine User Guide NOTE You
211. ing different types of records within the database Referrals tab Internal referrals within the Contact Set Rehost Rehosting data is the process where one database is copied or converted to a new database Reports Center Provides easy visual access to several reporting options available within GoldMine Required field A field requiring data Resources Resources that are commonly requested include conference rooms projectors demonstration products company vehicles Rich Site Summary See RSS RSS Rich Site Summary a simple XML format designed for sharing Web Headlines Screen design toolbar Used when you are designing your primary fields or Fields tab screens Seq Sequence ordered number for each event in an Automated Process The sequence number begins with either P for a Preemptive event or S for a Sequential event Each event is processed in order based on the sequence number Shortcut keys Shortcut keys are keyboard keys or key combinations that invoke a particular command Shortcut menu See Local Menu Site code Matches a synchronization process to a site Sort Header A section in a report that holds the labels filters and break filters for the section or for the corresponding detail section Sort order The order that Contact records are displayed based on a specified field The sort order for the database is determined by the Sort Order you select in the Contact Listing window If a filter or group is ac
212. ing with the most recent Click Download Activity to download Campaign detail and update Contact History records for a selected Campaign IMPORTANT Do not Refresh Campaign List or Download Activity for a Constant Contact Campaign A from multiple time zones as this will create duplicate History records View Campaign Information for a Contact Select a Contact then select the History tab to see a list of all campaigns sent to the contact 210 Marketing Tools GoldMine User Guide Select a record from the History list to see details about the campaign activity in the Preview pane including which email address Additional Contact or other associated email addresses received this campaign The email address listed links the campaign activity to this Contact This happens whether the email address is a Primary or secondary email or an email address listed under Additional Contact IMPORTANT In order for Constant Contact information to link to a single contact and to work 0 reliably and predictably it is recommended that you do not allow duplicate email address For more information see Duplicate Warnings on page 152 and Duplicate E mail Addresses on page 153 Code displays CCE for Constant Contact Email Use CCE to filter History for all Constant Contact related activities Result indicates the latest status of the email as a 3 letter code The following table shows a list of codes Code Action SNT Sent A campaign email w
213. ins relevant information needed to track a medium to long sales cycle involving multiple contacts issues and activities For more information see Using the Opportunity Manager on page 133 e Project Manager Oversees complex long term projects with multiple components Projects are usually not related directly to a particular sale although they can be converted to an Opportunity when it becomes apparent that a project has become a sale The Project Manager window contains relevant information needed to track a long term project involving the same components and contacts as a large sales opportunity For more information see Using the Project Manager on page 138 Use the Opportunity and Project Manager windows to view details of the opportunity or project from initial contact to a closed sale The sales team can view summary and detailed information about forecasted sales and activities linked to the opportunity As the project or opportunity progresses a complete record of associated activities ensures the team is making a coordinated effort to complete the sale The team can also see the decision makers and linked contacts in the project and act accordingly NOTE For information about modifying field labels and tabs see Customizing the Opportunity and Project Managers Properties on page 218 Using the Opportunity Manager Use the Opportunity Manager to oversee complex sales involving many components The Opportunities tab in the lower p
214. ion number on the worksheet Most fields in the contact record can be used to store script responses Now you are ready to enter the script in GoldMine Creating Telemarketing Scripts Use the following procedure to create a telemarketing script 1 Select Go To gt Scripts 2 At the Script dialog box click Maintain Scripts The Branching Scripts Listing dialog box opens listing script names in the main pane and the number of times run 3 Click New The Branching Scripts Profile dialog box opens Branching Scripts Listing Dialog Box The following buttons appear on the Branching Scripts Listing dialog box e New or Edit Opens the Branching Script Profile dialog box Click New to create a telemarketing script Delete Removes the script Reset Resets the selected script statistics including all response percentages and the number of runs Close Exits the dialog box Branching Script Profile Dialog Box The following options appear on the Branching Scripts Profile dialog box Number Determines the location of the script in the browse window Lower numbered scripts appear higher on the list Script Descriptive title for the script Existing questions display in the Script Questions pane O New Displays the Branching Script Question dialog box where you add a script question O Click New to create a telemarketing script e Edit Displays the Branching Script Question dialog box where you edit the highlighted script questi
215. ional contact and link this message to it Use the Contact Search Center to select a contact GoldMine will create an additional contact from the sender of the message then link the message to the contact record O Do not link this message to any contact Displays the Read E mail dialog box without associating the message or VCard information to a new or existing contact If you have selected one of the first three options you can select Link the address lt E mail Address gt to the contact to link the From e mail address of the retrieved mail to the contact Click OK If linking multiple messages the dialog box appears for the next message Contact Communication GoldMine User Guide 1 2 100 Reading E mail The E mail Reader window is the primary way you work with individual e mail messages Use the following procedure to read an e mail 1 Launch the E mail Reader by double clicking a message in the E mail Center or the contact 2 On the Retrieval tab of the Internet Preferences dialog box select Open Read E mail GoldMine opens your e mail upon retrieval 3 The E mail Reader window displays the full message with selected header information Use the toolbar or right click the message body and select an option from the local menu NOTE GoldMine decodes and displays e mail messages and attachments created in the MS RTF Rich Text Format sent as winmail dat files rather than displaying them as attachments This creates smooth int
216. is Sort Menu dialog box to select the ordering of the records in the Leads Analysis dialog box O Zoom Displays complete information about the highlighted leads analysis record in the Leads Analysis Zoom dialog box 7 Click Close to close the Leads Analysis dialog box 126 Sales Management GoldMine User Guide Using Quota Analysis Use the Quote Analysis to review the status of sales efforts by analyzing how sales team members are meeting quota for a specified period This analysis uses data about the assigned quota forecast sales completed sales and lost sales to derive a percentage of quota or a percentage of forecast sales attained by a salesperson Because GoldMine analyzes data by period a process record for each salesperson can be seen using listings over multiple periods To Open Quota Analysis 1 Select Go To gt Analysis gt Quota Analysis The Quota Listing dialog box opens 2 Select an option from the Quota Listing dialog box O User An entry for each user assigned a quota in the Quota Profile dialog box Users have an entry for each period they were assigned a quota O Period The range of dates comprising the quota period By default GoldMine defines a quota period as one month but the period can be changed in the Quota Profile dialog box O Quota The dollar amount of expected sales assigned to the user for the period O Forecast The total dollar amount of sales scheduled on the calendar for the period
217. item The Send SMS Text Message dialog box appears Enter the Phone Number and select a cellular Provider Enter the text of the message to send in the Type Message to send area NOTE SMS Text messages have a 110 character limit not including spaces To store this message in your History check the Save in History box and enter Reference Code and Results information as desired Click Send to send the message or Cancel to abort Contact Communication GoldMine User Guide 1 114 Sales Management Overview Plan schedule and record sales Individuals can forecast sales they are responsible to close Managers can assign and track sales quotas GoldMine also provides the Opportunity Manager see Using the Opportunity Manager on page 133 fora sales team to manage a complex sale composed of multiple components and participants Understanding Sales Scheduling Forecasted Sales Using Graphical Analysis Using Leads Analysis Using Quota Analysis Using Sales Analysis Using Statistical Analysis About Territory Realignment Using the Territory Realignment Wizard Understanding Sales A forecasted sale is an estimate to record the anticipated close date of a pending sale with one of your contacts GoldMine stores potential sales information in the same database where it stores contact information When closing the sale GoldMine moves the record into the contact s History tab Scheduling and completing a forecasted sale is
218. ivities for a user while working in the Activity List the Opportunity tab Project Pending tab or the contact s Pending tab Auto Update is available on these specific tabs in the Activities List e Open 6 To do e Alarmed Others e Calls e Actions e Appts Forecasts e Events Use the following procedure to auto update an activity 1 Atthe Activity List or the Pending tab right click in the tab and select Options gt Auto Update 2 Atthe Auto Update Activities dialog box select one of the following options O Complete ALL of the Activities currently displayed Completes activities in the current tab and updates the specified Result and Success O Complete selected Activity Type s Only Completes activities selected in the Activity Type area the specified Date range and updates with specified Result and Success O Inthe Activity Types area select the options to process gt Appointments Scheduled appointments Calls Scheduled calls Next Actions Scheduled next actions Others Scheduled other activities Events Scheduled events Forecasted Sales Scheduled sales To dos Associated to do activities Lit Requests Scheduled literature requests E mails GoldMine Pending GoldMine e mail messages E mails Internet Pending e mail messages for the Internet Delete ALL of the Activities currently displayed Deletes activities in the current tab Y y y xy y y y y y Delete selected Activity Type s O
219. ivity Click on the down arrow and select the type of action you want For example if you want to schedule a call select Call or to schedule an appointment select Appointment A corresponding popup window where you can select scheduling options appears for each selection e Show button This button allows you to select the list of activities you want to view For example you can see all activities or activities for Today or This Week or This Month Click on the down arrow to select a view To see activities within a date range select Date Range and at the popup window select the dates e User button This button lets you view activities for a user or for the users on a master list Click the down arrow to select a User or Master e Link button This button allows you to link an activity to a user roll over an activity to another User or automatically update several activities at one time Click the down arrow button to select Link Rollover or Auto Update Select Output to send the Activities List output to a printer Microsoft Word or Microsoft Excel A corresponding popup window where you can select your link or rollover options appears for each selection e Edit button This button allows you to edit an activity For example you can change the Activity or the User or the scheduled Date and Time of the activity Select an activity and then click the Edit button A popup window where you can edit your activity appears GoldMine User
220. izard Using the User Information QuickStart Wizard Configure or update individual user s personal information stored in the Personal tab of the User s Options GoldMine User Guide QuickStart Wizard 15 Use the following procedure to configure user information with the User Information wizard Select Tools gt Quick Start Wizard At the GoldMine QuickStart Wizard dialog box click the User Information Wizard button The Welcome screen of the QuickStart Wizard User Information dialog box appears Click Next At the user list select the user for which you are updating personal information and then click Next Update the following fields as needed O Title Type the appropriate title or salutation such as Ms Dr and so on O Department Type the user s organizational unit such as Marketing O Phone Type the user s primary telephone number O Fax Type the user s fax number Click Next The user variable options open These variables supplement basic information stored in the Personal tab To add or change a variable click New or Edit The Add a New Variable or Edit a Variable dialog box opens O Inthe Name field type the new variable such as Cell Phone O Inthe Value text box type the value of the variable such as the cell phone number O To remove a variable highlight the variable and click Delete O Click Add or OK to close the Add or Edit Variable dialog box and return to the User Information Wiz
221. k Literature that is printed and available as shelved stock O Printer Literature that is to be printed from a file O FAX Literature that is to be sent via fax 4 Inthe Type field type or select the literature type from the F2 Lookup list 5 Inthe Description field type or select a brief description of the literature from the F2 Lookup list and then click OK Editing Documents in the Literature Fulfillment Center Use the following procedure to edit documents 1 Select Go To gt Literature 2 At the Literature Fulfillment Center highlight Literature List in the left pane The documents are listed in the upper right pane 3 Right click the document to edit and select Edit from the local menu The Literature dialog box appears 4 In the Output To drop down list select one O Stock Printed literature available as shelved stock O Printer Literature to print from a file Select the file path and click Edit to make changes O FAX Literature to fax Select the file path needed and click Edit to make changes 5 Inthe Type field type or select the literature type from the F2 Lookup list 6 In the Description field type or select a brief description of the literature from the F2 Lookup list and then click OK Fulfilling or Rejecting Scheduled Literature Requests When a Literature Request is assigned to you the request appears on your calendar as Lit in the Task pane Use the following procedure to fulfill or reject scheduled literature
222. k the message to a GoldMine Contact 1 Select the message you want to link to a GoldMine contact The message can be in any of your e mail folders Inbox Sent Items Junk E mail etc O Ifthe e mail address is not associated to a GoldMine Contact record you can create a new Contact Record see Creating a GoldMine Contact Record from an Outlook Message on page 249 and then link the message to the Contact by clicking the Link Message menu button at the top of the GoldMine panel You can also search for a Contact to link the message O If the e mail address is associated to a GoldMine Contact record GoldMine will display the Contact record in the Link Message drop down menu to allow you to link to that Contact You can also search for a different Contact to link the message 2 Inthe GoldMine pane click the Link Message icon and select Link Message To GoldMine Contact from the menu To Link Multiple Messages You can link multiple messages to a Contact by pressing the CT RL key on the keyboard and then selecting multiple messages After selecting all the messages that you want to link click the Link All Selected Messages To icon Then select from the following drop down menu options NOTE You must have a GoldMine Contact associated with the e mail address to link messages see Creating a GoldMine Contact Record from an Outlook Message on page 249 e Link selected messages to lt Contact gt Link Selected Emails to their and select ei
223. kup O Close by Select the closing date from the F2 graphical calendar 13 Click Finish The project is added to the upper pane of the Project Manager 140 Opportunity and Project Management GoldMine User Guide Managing Opportunity and Project Details The following topics describe the various tabs located on the Opportunities and Project pages Editing Project Contacts see page 141 Editing Opportunity Influencers see page 142 Editing Products and Services see page 142 Editing Tasks see page 143 Editing Teams see page 144 Editing Issues see page 144 Editing Notes for Opportunities and Projects see page 144 Editing Competitors see page 145 Editing Details Links see page 145 Editing Pending Activities for Opportunities and Projects see page 146 Editing History Information for Opportunities and Projects see page 146 Editing Project Contacts The Project Manager Contacts tab displays the Company Contact Title and Role of related contacts Edit the contacts using the Contacts local menu 1 Inthe Project Manager select a project and click the Contact tab in the lower pane 2 Right click and select New 3 Atthe Contact dialog box edit the fields Company Click the search button to the right to launch the Contact Search Center and select the company Contact The contacts and additional contacts listed in the drop down list depend upon the company selected Title Type or select the contact s offic
224. larms and notes Y IMPORTANT CONSIDERATIONS e Outlook does not support weekdays only Skip Weekend option for Yearly and Monthly recurrence The Skip Weekends option is available only for daily recurrence Outlook does not support hourly recurrence The Hourly scheduling option is unavailable when scheduling forecasted sales Settings defined in the Advanced Recurrence dialog box override settings defined in the Recurring tab of the Schedule dialog box For example if the Fixed Frequency is defined as Daily in the Recurring tab yet you select Monthly in the Advanced Recurrence dialog box the Monthly selection from the Advanced Recurrence dialog box overrides the Daily selection in Recurring tab GoldMine and Microsoft Outlook do not recognize recurring activities when created in the other application For example if a user schedules a recurring activity in Outlook then synchronizes to GoldMine GoldMine creates each activity but does not link them as instances of a series e faGoldMine user changes or deletes one instance of the series GoldMine does not prompt the user to change all members of the recurring activity The same response occurs in Outlook for recurring activities originally scheduled in GoldMine To Schedule a Recurring Activity NOTE The availability of some options depend on the type of Activity selected For example An Event does not allow the Hourly occurrence 1 Schedule an Activity Call Next Ac
225. ld not exceed 15 characters depending on the letters used and should not contain any spaces O Shortcut To access the new tab with a shortcut key type the tab name with an 8 before the letter you want to use For example type 8 if you want to use Ctrl H as the shortcut keys O Click the Save Tab column positions check box to save modifications made to the new and the standard Details tab and then click OK The details entered on the new tab are recorded on the standard Details tab Be careful when deleting details that have been converted into custom detail tabs Deleting Custom Detail Tabs 1 Atthe Details tab right click on the detail and select Edit 2 Select the Setup tab 3 Delete the value from the Tab Name field and then click OK Deleting a Detail Record Use the following procedure to delete a detail record 1 Select the record to delete and right click 2 Atthe local menu select Delete About the Pending Tab The Pending tab displays all activities scheduled for the contact Use the Pending tab local menu to manage pending activities for the contact record The Pending tab contains the following fields e Activity Displays a value based on type of scheduled activity Activities include GoldMine User Guide About the Pending Tab 161 Appt appointment Call call back Action next action Lit literature request Message message Sale forecasted sale Other other action To do to do Ou
226. lendar 11 Inthe Notes field type any notes about the sale 12 Click on the Link checkbox to link this forecasted sale to the current contact 13 Click on the RSVP checkbox to be notified when the assigned user completes the sale NOTE GoldMine posts RSVP messages on the Activity List when the sale completes by the assigned user The RSVP record provides information about the outcome of the sale 14 Click on the Alarm field if you want GoldMine to warn you when the activity is due O To seta time for the alarm click the upper down arrow box and select the time O To set the date for this alarm click the lower down arrow box and select the date 15 Click OK to save and close the dialog box or select the Recurring tab to schedule recurring activities Completing Forecasted Sales Complete forecasted sales from a contact s Pending tab or the Activity List To Complete a Forecasted Sale 1 Right click the sale and select Complete or select Complete gt Sale The Complete a Sale dialog box appears N Click the Contact drop down arrow to select from additional contacts or click the right facing arrow to launch the Contact Search Center and search for a new contact 3 Select the Sale Date using the F2 graphical calendar 4 Select the User completing the action 5 Select Private if the completed action will be available only to the selected user 6 Select the Product in the F2 Lookup list 7 Inthe drop down list select th
227. lendar and History options The Q Q Queue Calendar and History options dialog box opens Contact Communication GoldMine User Guide 1 92 O To queue a message to be delivered later select the time and date to send the e mail in the Date and Time fields click OK and then click Queue on Edit E mail toolbar To create a history record of the e mail click the Create a history record checkbox To save the text of the e mail click the Save the body text checkbox To link the e mail to an activity type in or select the activity code from the Activity lookup box To link the e mail to a result type in or select the result code from the Result lookup box To add a reference to the Reference column displayed later on the History tab of the Contact type in or select from the F2 Lookup list and the click OK You can now Send Queue Save as Draft or continue editing the e mail 00000 GoldMine User Guide Contact Communication 3 Creating E mail Templates Use the following procedure to create an e mail template Select Go To gt Document Templates At the Document Management Center at the User drop down list on the toolbar select the user to create the template for If the template is for all users select public Right click on E mail Templates and select New The Edit E mail window opens At the Subject field type the subject of the e mail NOTE The subject you type becomes the subject line when using the tem
228. lert Dialog Box The Required Fields Alert dialog box display when saving or leaving a Contact Record with one or more fields requiring data or when changing a primary fields view without populating the field When receiving this warning enter the correct data or override the field requirements GoldMine User Guide Adding Contacts to an Existing Company 153 e If you want to configure the Required Data Entry setting for a field click the Security tab on the Field Properties dialog box and make the desired changes For more information see Editing Field Properties Security Tab on page 205 e Ifyou want to override the required field you must have the Required field override option selected on the Access tab on the User Properties dialog box All users that are allowed to override must have a password For more information see To Set User Access on page 21 To Override Required Fields 1 When the Required Fields Alert dialog box appears select either O OK Closes the dialog box letting you add data to the fields O Skip Required Entry Expands the dialog box letting you specify the reason and authorize the override 2 If you selected Skip Required Entry the dialog box expands In the Reason field type the reason for not updating the field or select the reason from the F2 Lookup list At the Authorizing user drop down list select the user with permission to override the entry Type the user s Password Click Authorized
229. lished The URL you add in the dialog box is added to the contact s Edit gt Record Properties gt Contact Details gt Free Busy tab 3 The Scan Settings area initially displays a Start Date End Date and Duration The values in these fields default to the values specified on the Detail tab To expand the busy time display click on the arrow to display the F2 graphical calendar and select new beginning and ending dates and click and then click Refresh 4 Tolook for a compatible time click Find Time scan option O Select dates and the activity duration and click Find Time O Scan Settings changes to display the date being scanned and the time GoldMine scans for a time based on the duration of the activity The Duration defaults to the duration specified on the Detail tab but can be modified on the Free Busy tab in to successfully schedule an activity 5 Select another tab or click Schedule to add the activity to the calendar Activities GoldMine User Guide 42 Scheduling Recurring Activities Schedule recurring activities based on any interval of time for example schedule a weekly sales meeting for the next 3 months an appointment on the same day each week over the next 12 weeks or a reminder to send important clients a birthday card the week before their birthday each year Recurring activities can schedule follow up calls or any type of repeating tasks They contain the same information as a nonrecurring activity including a
230. lumns as well as a Gantt chart calendar Tasks represent the scheduled plan of actions for the successful completion of an opportunity or project Edit tasks using the local menu Use the following procedure to edit tasks 1 Inthe Opportunity or Project Manager click the Tasks tab in the lower pane Right click and the local menu appears 2 To view the Gantt chart for tasks outside the viewing dates right click and select Go to Task The Gantt chart jumps to the starting date for the selected task NOTE To change the date ranges displayed in the Gantt chart calendar right click the chart Each right click on the chart takes you up one level starting at weekly and going on to monthly yearly and so on To go down an increment left click for each level 3 mark a task as completed right click and select Complete The task is marked out on the calendar and the Status column is updated to Completed 4 Tolocate a particular task use the Find option O Right click and select Find O Type a character string in the Find What box on the Find dialog box A character string is any series of alphanumeric characters including spaces treated as a group 5 send data in the Task tab to an outside format right click and select Output to Select from Send data to the printer as a GoldMine Report Word Excel or the clipboard 6 To change the options for a task right click and select Edit At the Task dialog box complete the following
231. lution from the Relates To drop down menu 3 Select either Document or Link from the Type drop down menu 4 Type the title of the document or link in the Title field 5 Type a web or intranet link into the Location field or select Browse to navigate to a document on a local or network location 6 Toview an attached document from the Attachments Tab select View The document will open within its native application 7 delete an attached document from the Attachments Tab select Delete then select Yes from the dialog that appears Resolution Use the Case Manager Resolution Tab to enter and manage notes and Knowledge Base topics supporting the resolution of the specified case To Add a New Note from the Case Manager Resolution Tab 1 Select Add Note A text entry field appears in the tab window with a text formatting toolbar 2 Type or paste text for your note into the text field and apply any desired text formatting 3 When finished select the yellow Save icon on the left of the toolbar Your new note appears in the tab window Service Center GoldMine User Guide 218 To Search or Browse the Knowledge Base for Supporting Topics from the Resolution Tab 1 Select Search Knowledge Base from the tab window The Knowledge Base window appears with all topics or the results from your search 2 bypass search options and browse directly to a book folder or topic select Cancel or enter the search terms and press Search
232. ly GoldMine administrators or other authorized individuals should have Master Rights Click Finish A Quick Wizard message box that acknowledges the user update is successful QuickStart Wizard GoldMine User Guide lt lt gt a 16 Using the Industry Templates Quick Wizard Use the following procedure to use this wizard to configure Industry Solutions templates and GoldMine PLUS applications 1 Select Tools gt Quick Start Wizard 2 Atthe GoldMine QuickStart Wizard dialog box click the Industry Templates Wizard button The Welcome screen of the QuickStart Wizard Industry Templates dialog box opens 3 Select one of the Industry Solution templates Financial Services Market Insurance Life Insurance Property and Casualty Legal Services Mortgage Lending Non Profits Organizations Real Estate Commercial Real Estate Residential 4 Click Next 5 Atthe GoldMine Template Installer dialog box read and follow the text Be sure to back your work up before going to the next step Click Next OO00000 00 6 Select the customization options O At the Additions Update field select the options you want to install O At the Deletion field select the options you want to delete 7 Click Next 8 Read the screen text and the type in Yes over the No default This text explains that you cannot undo the customization A dialog box appears stating you must be logged in as a Master Rights user to install an Ind
233. ly and accurate information helping managers make better decisions on deploying resources You can use Leads Analysis to e Track valuable information on the status of sales efforts and analyze the effectiveness of advertising and promotional efforts in generating inquiries and sales Generate a list of the values in any Contact1 or Contact2 field typically analysis is performed on values in the Source field Calculate a number of statistics for each unique value such as the number of Contact Records leads containing a unique Source field value To Use Leads Analysis 1 Select Go To gt Analysis gt Leads Analysis The Leads Analysis dialog box appears 2 To add edit or delete a leads analysis click Maintain The Open Leads Analysis File dialog box appears 3 Select the lead file you are analyzing in the File Description drop down list NOTE You can use the local menu to change display and other options 4 The information pane displays these columns O Source Name of the lead source such as Comdex This entry appears in the Source field of the contact record Use the source to determine the profitability of individual marketing sources or groups of campaigns GoldMine can report the total number of leads generated from seminars advertisements or trade shows in the Source field the total sales volume generated from each source value and the potential sales pending from each source value Then identify effective lead s
234. m is running you see a taskbar notice if an activity is due and a GoldMine icon in the System Tray About the Activity List The Activity List displays activities related to a GoldMine user Use it to view and modify your own activities and view and modify scheduled activities completed activities and e mail for other GoldMine users The Activity List contains two sections the Toolbar Activity List Toolbar on page 51 and the Main Window Activity List Main Window on page 52 To Open the Activities List 1 Select Go To gt Activities or click the Activities button in the Navigation Pane The Activity List appears 2 Browse the Activity List using the browser in the Navigation Pane View Window Folders include Open Activities Closed Activities and E mail Occasion and Holiday scheduling windows are also included 3 Browse to the desired activity type mailbox or scheduling window to populate the table in the main window 4 Use settings in the Activity List toolbar to further narrow your selection O Holidays List holidays selected in the Calendar tab of your User Preferences To Configure the Calendar Options Holidays Settings on page 31 O Occasions List special dates defined in your Calendar Adding or Editing Occasions on page 63 Activity List Toolbar When you click on the Activity List tab the Activity List toolbar appears with the following tools e Schedule button This button allows you to schedule your act
235. mation If the recipient uses GoldMine to retrieve e mail GoldMine can use your VCard information to create a contact record if no existing contact record is detected To Automatically Attach your VCard to All Outgoing E mail Messages a Open the Tools menu and select Options On the lt user gt Options dialog box click the E mail tab and then click the More Options button c On the E Mail Option dialog box click the Composing tab and check the Attach VCard to outgoing E mail option NOTE The following fields are used in GoldMine when using address information for the VCard vcf file gt Mailing Address Address2 suite room number gt Home Address Street Address1 street address only If the address requires both street address and suite room number include both of these in the Address1 field This information can also be accessed from the Registration tab in the GoldMine License Manager Tools gt Configure gt License Manager For more information see Updating Registration Information on page 382 Request a return receipt Returns an e mail acknowledgment to the sender upon delivery of the e mail message if the receiving e mail server supports the return receipt feature gt To link to a contact when sending the message to someone other than the primary contact select the additional contact in the drop down list This option is available when sending to GoldMine users gt add the message to an oppor
236. ment Center 108 109 Editing Contact Records 153 E mail Encrypted 90 Reading 101 Reading Digital IDs 102 Sending Digitally signed 90 Document Management Center 96 Encrypted 90 Email Center 86 E mail Center Components 86 Encrypted E mail 90 F Fax Correspondence 81 Filters 180 About 179 see Groups 180 Forecasted Sales Completing 123 Scheduling 122 Using 124 GoldMine User Guide QuickStart Wizard Key Fields 17 Postal Codes 18 18 User Setup 16 Quota Analysis 127 R Reassigning aCase 228 Receiving SMS Alerts 258 Record Contact 149 Curtaining About 158 Properties Record Related Settings 158 Related Settings 158 Record Contact 153 Rejecting 108 Renaming Campaigns 208 208 Replying to an Activity 97 Retrieving Email 99 5 Sales Managing 121 Sales Analysis 128 Schedule a Meeting 251 Schedule Literature Requests 108 Scheduling 38 Forecasted Sales 122 Free Busy URLs 65 65 Scheduling a Call 39 Scheduling Literature Requests 46 Scripts see Telemarketing Scripts 109 111 Sending 90 Sending E Mail 90 Server Agents Administrator Publishing 72 Service 213 Service Center 213 Setting Digital IDs in Contact Details 105 Setting Universal Search Options 175 Shared Calendars 71 Sharing Free Busy Times 72 SoftPhone Using 113 Spell check 98 Statistical Analysis 130 T Tabs See Contact Tabs 158 Telemarketing Scripts 109 111 GoldMine User Guide Managing campaigns 205 Case Manager Tabs 217 Cases 2
237. mmunication 89 To Add E mail Attachments Use the Edit E mail dialog box to add one or more files as attachments to your e mail message 1 At the Edit E mail dialog box click the Attach files button 2 Browse to the location of the file to attach 3 Select the file and then click Open to attach the file Repeat the procedure for each file to attach 4 Click Send to immediately send the message or Queue to queue it for sending at the times defined in the Server Agents Administrator NOTE If a file is edited after it has been sent as an attachment the attached file reflects these changes even though the message is in the Sent folder To remove an attached file select the file in the Attachments area right click and then select Remove from the context menu Sending Encrypted E mail Protect e mail messages with encryption Messages encrypted with Encrypt using GoldMine can only be read by GoldMine users with the correct password Messages sent as Encrypt using Digital ID can only be sent using the recipient s public key and can only be decrypted and read using the recipient s private key To automatically encrypt outgoing messages with digital IDs configure your settings on the Security tab in your Internet Preferences Use the Encrypt Message toolbar button drop down menu to select Do not Encrypt and send a message without encryption Sending E mail Messages Encrypted Using GoldMine You can protect e mail messages with encry
238. mpaigns by selecting a different value from the choices available in the Show drop down The list contains basic data about each campaign including the Date Sent Email Name the subject line of the email and the Last Download See the list of columns and the values in the following table Column Value Date Sent The date the Campaign was sent Email Name The name of the email campaign specified in Constant Contact Sent The number of people to whom the email was sent Opens The number of people who opened the email Stated as a percentage of the Sent column Includes an actual number within the brackets Clicks The number of people who clicked on a link after opening the email Stated as a percentage of the Opens column Includes an actual number within the brackets Opt Outs The number of people who Opted Out of receiving any more emails Forwards The number of times the email was forwarded to other recipients using the Forward to A Friend link Bounces The number of email addresses on the original campaign list to which the delivery failed Last Download The last date and time Campaign activity was downloaded from Constant Contact into GoldMine This column will be empty if History has not been downloaded for a Campaign Refreshing Campaign Information Click Refresh Campaign List to download new campaigns and to update summary information but not the History for the number of Campaigns selected in the Show drop down start
239. n edit document templates using the application you used to create the template In the following procedure Microsoft Word is used as an example To Edit a Template NOTE The following example uses Microsoft Word 1 Select Go To gt Document Templates The Document Management Center opens 2 At the User dropdown box select a user 3 Right click on a template name and select Properties The Document Template Properties dialog box appears 4 Click Edit The document opens in the application used to create it in this example the document opens in Word Use your Word functionality to add delete or edit the text 5 To add GoldMine fields to the document using Word 2007 2010 select the GoldMine tab and then select a field or field macro from one of the field type drop down menus For example amp Contact is an example of the field macro format NOTE If you are using Word 2003 open the GoldMine menu and then select Insert GoldMine Field The Insert GoldMine Field dialog box opens Select the field or field macro from the drop down list 6 Tosave the edited template to the same file select GoldMine gt Update GoldMine Template 7 To save the edited template as a new template select GoldMine gt Save as GoldMine Form 8 At the Title field type in a new title and then click OK Updating Templates You can update a template to do the following tasks Use templates created with previous versions of GoldMine 5 5 or earlier
240. n the Calendar Select one of the following methods to open the Calendar Open the Go To menu and select Calendar Press F7 on the keyboard e Click Calendar on the Navigation Panel Calendar Parts There are three main parts to the Calendars page GoldMine User Guide Calendars 59 My Calendar My Calendar is the monthly overview of the calendar Today s date has a red border around the date on the calendar Days that have a task assigned are displayed in bold The selected date is highlighted You can click any date on the calendar to view details for that date The left and right arrows on each side of the Month Year allow you to view the previous or next month on the calendar If you have skipped to a different day on the calendar and want to view the details for today right click on the calendar and select Go to today Calendar Toolbar The Calendar toolbar consists of these buttons The default values are e Schedule Click on this button to access the activities you can schedule from your calendar The dialog box for the activity opens Show Click on this button to show a particular day or activity The dialog box for the date or activity opens User Click on this button to select the user of the calendar you want to view The Select Users dialog box opens Select from the User List or Group List e Today Select the date and or activity you want to view Select an activity and then select a date or activity Th
241. n the Server Agents Administrator Use the Server Agents Administrator to publish your calendar on the days and times specified Use the Server Agents to publish your calendar information to the Web as HTML or in an iCalendar format You must configure the Publishing tab in your Calendar Options dialog box 1 Select Tools gt gt Services gt gt Manage Server Agents The Server Agents Administrator dialog box appears 2 Click the Calendar Publishing tab 3 If allowing only one user to publish his or her calendar using the Server Agent select the user in the drop down list in the User s Settings area 4 To allow other users to use the Server Agent capability select Apply to other users to enable the Select Users button Click Select Users to select one or more users or user groups 5 In the Active Period area select the week days the agent will be active 6 Type or select the active time period for each day using the right facing arrows to access a list of times in thirty minute increments NOTE Because the times are set on a daily basis the earliest time is 12 00 A M and the latest is 11 59 P M The latest time cannot be 12 00 A M When setting the times consider the full range of Server Agents you are running and what activities can take place after regular business hours For example configuring the Server Agent to run after regular business hours keeps other processes running smoothly 7 Click OK NOTE You must start the Se
242. nal information about working with Tasks see the following topics e Create a Task in Outlook see page 253 e Create and Link to a New GoldMine Task see page 254 e Displaying the Linked Task Details in Outlook see page 366 Create a Task in Outlook An Outlook Task is an activity that must be completed within a specified time period and has a current status If you want the Task to be linked to GoldMine you must link it to a new GoldMine Task see Create and Link to a New GoldMine Task on page 254 GoldMine User Guide Outlook Integration 3 Important Considerations A Task created in Outlook can be sent to multiple Outlook Contacts However the corresponding object in GoldMine To do can be linked only to one GoldMine Contact record GoldMine does not support recurring Outlook Tasks with multiple GoldMine Users GoldMine does not support multi day tasks For detailed information about creating Tasks in Outlook refer to the Microsoft Outlook Online Help installed with the product Create and Link to a New GoldMine Task If you have an Outlook Task that is not part of your GoldMine Tasks you can create and link the Task from Outlook to GoldMine To create and link a task from an Outlook Task follow the procedure below To Create and Link an Outlook Task to GoldMine 1 Create a new Outlook Task 2 Select the item on the Tasks pane list 3 Click the Create and Link to a New GoldMine Task in the GoldMine pa
243. nature Your Digital ID is attached to any message that includes a Digital ID Signature The recipient can then extract it and import it into his or her e mail application For example in Outlook the user can right click the sender s name on a message and add the contact to his or her existing contacts The digital ID certificate is included O Export Export your Digital ID send it to a contact who can then import the file into his or her e mail application For example in Outlook the file is imported on the contact s Certificate tab 104 Contact Communication GoldMine User Guide Using Digital IDs in GoldMine e Configuring Contacts Digital IDs Imports a contact s digital ID into the contact record See Setting Digital IDs in Contact Details on page 105 e Configuring GoldMine Users Digital IDs Imports your digital ID into GoldMine You determine the signature and encryption settings See To Set E mail Options on the Security Tab on page 38 e Sending Digitally Signed E mail Messages Sends a message with your Digital ID signature See Sending Digitally Signed E mail e Sending Encrypted E mail Messages Sends individual messages with a digital ID signature or GoldMine encryption See Sending Encrypted E mail on page 90 Reading E mail Messages Sent with Digital IDs Reading digitally signed encrypted or signed and encrypted e mail messages See Reading E mail Sent with Digital IDs on page 102 Setting Digital IDs in Contac
244. nd the GoldMine panel click the Show Hide button again GoldMine User Guide Outlook Integration 245 Outlook Mail The Outlook Integration adds several options and enhancements to the composition of messages in Outlook Among these are the ability to link a message to a GoldMine contact create a Contact based on a message and view the Contact Record details for a linked message NOTE When Outlook s compose message window is opened from within GoldMine by clicking ona hyperlink inside of GoldMine or by using the Action gt Send Outlook Message option an e mail is linked to a contact only if a corresponding Auto linking setting or a manual linking feature of GoldMine Outlook Integration is used For more information see To Setup Auto Linking of Messages to Contact Records on page 362 and Set Outlook as Default E mail Application for GoldMine on page 357 Notes About Sorted E mail Folders GoldMine supports a drill down capability when searching your e mail folders For example if you sort your Inbox by sender From you can type the first letter of a sender s name to jump to the first message from that sender If you enter V and then enter I a search will be made for e mails from senders whose names start with VI To switch from V to 1 press the ESC key then select I and the cursor will be positioned on the first e mail sender with I or the next letter if no sender names begin with I
245. ne right click on the main folder to which you want to add a subfolder and then select New Sub folder from the context menu Enter the name of the subfolder and then press the ENTER key on the keyboard or click anywhere outside the folder NOTE New sub folders area added below the main folder in alphabetical order TIP You can rename any sub folder that you create by right clicking the folder and then selecting Rename Sub folder Default folders cannot be renamed Creating Document Templates with GoldMine Plus Installed When GoldMine Plus is installed you can create Document templates by creating a new template or modifying an existing one in Word and then saving the file as a GoldMine template After creating and adding the template to GoldMine you can change the properties of the template within GoldMine To Create a Template with GoldMine Plus Installed Open Microsoft Word with GoldMine Plus installed Create your template by adding text and GoldMine fields Select GoldMine and then select Save as GoldMine Template from the menu In the Summary Info dialog box enter a Title required and any other desired information The Title is the name that will be used for the template name within GoldMine Click OK to open the Save As dialog box By default the File name field is auto filled with the name entered for the Title Change the Save as type to Word Template and then click Save to save the template Open GoldMine and sel
246. nel The Schedule a To do dialog box appears 4 In the To do text box the subject of the Task is pre filled You can enter different text or select the F2 Lookup value serving as the To do reference Enter and Notes related to the activity In the Priority text box type or select the F2 Lookup value for the ranking of the activity In the Code text box type or select an activity code for tracking the item Select the User to assign the To do activity to in the drop down list 3 4 In the Options area O Select RSVP to be notified when the assigned user has completed the activity O Select Link to link the activity to the current contact It will appear on the Contact s Pending tab O Select Private to mark the activity as private and mask it from other users 10 Click OK to save the changes and close the dialog box For additional information about F2 Lists see Creating F2 Lookup Entries on page 333 and Setting Dependency Between Lookup Lists on page 334 254 Outlook Integration GoldMine User Guide GoldMine Mobile Edition Features Overview GoldMine Mobile Edition allows users to automatically retrieve e mails from their POP3 or IMAP e mail account Inbox folders to a mobile device It also retrieves e mails from the Sent Items folder for IMAP clients The E mail Auto linking feature allows you to save email messages in contact history Auto linking only works for messages related to GoldMine contacts You mu
247. ng Literature Organizations can manage requests for printed material such as brochures and price lists using GoldMine s Literature Fulfillment Center Paging Send a pager message by dialing or sending e mail Select from the following topics to learn more about using the communicating with contacts in GoldMine About the Document Center see page 78 Faxing Correspondence see page 81 Faxing Your Default Fax Sheet see page 83 Printing Documents see page 84 Using Mail Merge Properties for Printing see page 84 Using the E mail Center see page 86 Using Encryption and Digital IDs see page 103 About the Literature Fulfillment Center see page 106 About Telemarketing Scripts see page 109 Making and Answering Calls with SoftPhone see page 113 About Personal Contacts see page 113 GoldMine User Guide Contact Communication 77 About the Document Center The Document Management Center helps you manage document templates It contains a lists of templates for e mails memos and faxes and other documents you might use in communicating with a contact Select the User from the drop down list Expand the Templates tree to locate the desired template and then select the template to view the details in the panel to the right of the tree TIP To preview the template check the Show preview for documents box below the details panel of the selected template Use the Document Management Center s merge form capability t
248. ngs area below e A Settings area containing the following fields menus and check boxes O Prefix Specify a text string that always precedes your unique identifier number Alternately to use an automated date stamp as your prefix MMDDYYYY select the check box labeled Use Timestamp O Separator 1 A punctuation mark that separates your prefix and unique identifier number Identity Seed A numeric value denoting the starting point for your unique identifier number O Identity Format The total number of digits in your unique identifier number This number must have at least 4 digits and no more than 10 digits O Suffix Specify a text string that always follows your unique identifier number Alternately to use an automated date stamp as your prefix MMDDYYYY select the check box labeled Use Timestamp O Separator 2 A punctuation mark that separates your unique identifier number and suffix O When finished select OK to save changes or select Cancel to exit the dialog without saving changes GoldMine User Guide Service Center 223 Creating a New Case Use the following procedure to create a new service request Case Select Go To gt Service Center or select Service from the main Navigation Panel At the Service Center click New Case The Contact Search Center window opens pre filled with the current contact record Double click on a contact and then click Select If you have many records listed use the Search capability at
249. nity Or Case If you are selecting a case instead of an opportunity project select the case number Click New to create a new case Code Type or select the code from the F2 Lookup list This is the code to categorize the completed calls by Result Type or select the result code from the F2 Lookup list This is a completion code to categorize the outcome of calls by You can use result codes to analyze specific completed activities For example enter SDM as the result code whenever you send out a demo or sample Date Select the completion date by clicking the down arrow and selecting the date in the F2 graphical calendar Time Select the completion time by clicking the down arrow and selecting the time in the F2 graphical clock Duration Type or select the duration of the activity in the F2 Lookup list Success Select Successful or Unsuccessful depending on the outcome after the call Notes Type any notes about this call in the text area type or append added notes Activities GoldMine User Guide Q 0000 O O OO 00000 3 48 To see the toolbar click inside the box O Schedule a Follow up Select this checkbox and then select the type of follow up for example Call Appoint Next Action and so on 4 Click OK to return to the Complete a Call dialog box GoldMine User Guide Activities 49 To Complete Multiple Activities When completing activities on the Pending tab and there is more than one activity for
250. nly Deletes activities selected in the Activity Type area based on the specified Date range 3 Specify a result code and success level for completed activities O Type a result code in the Result field O Select Successful or Unsuccessful from the Success drop down list 4 Ifyou selected Complete or Delete selected Activity Type s Only select Date range then From and To dates using the F2 graphical calendar 5 Click OK Scheduling Literature Requests Literature options must be configured in the Literature Fulfillment Center before you can add them as a scheduled activity For more information on the Literature Fulfillment Center see About the Literature Fulfillment Center on page 106 Refer to the following example when following the procedure to schedule a literature request Example Schedule a literature request to remind the user to send literature and a cover letter to contacts on a particular day Activities GoldMine User Guide 46 Select Schedule gt Literature Request or Actions gt Send Literature Request to Contacts 2 Atthe Schedule a Literature Request dialog box click the Detail tab 3 Click the Contact drop down arrow to select from additional contacts or click the right facing arrow to launch the Contact Search Center and search for a new contact 4 Atthe Cover Letter drop down list select a cover letter The user name displayed in the User field determines the templates displayed in the Cover Letter t
251. nt Open the Schedule an Event dialog Select from the drop down menu Mail Merge Begin mail merge in the Mail Merge Properties Printing dialog E mail Merge Begin an e mail merge in the Mail Merge Properties E mail dialog Select from the drop down menu e Contact Group Add the selected Contact to a Contact Group e Distribution List Add the selected Contact to a Distribution List New Contact List Create a New Contact Group e New Distribution List Create a New Distribution List Open the Lookup tab in User s Options Open the Browser Column Selection dialog Columns If you want to show the SQL query script editor in the Search Center check the Show SQL query editor in the Search Center option in the User Options dialog box For more information see Setting Options for the Lookup Tab 166 Contact Search Center GoldMine User Guide Saving Searches After creating and running searches save the searches using these options e Saving search as a filter Saving search results as a group To Save Search Criteria as a Filter Use the following procedure to save search criteria as a filter 1 After creating a search in the Center save it as a filter search and then click Save The save menu appears Select All Listed Records Select Save as Filter The New Filter dialog box appears Type a name in the Filter Name text
252. nt or to an entirely different document Click on the hyperlink to follow the link IIS Internet Information Services InfoCenter A resource used to maintain and display any type of information useful to an organization or an individual The InfoCenter can archive information in a variety of formats such as graphics multimedia files and program applications Any of this information can be linked to a Contact Record Installing locally Installing GoldMine exes and dlls on a local workstation in a network environment Instant sync Automatically reminds undocked users to synchronize whenever a connection GoldSync is detected Internet e mail E mail message to customers using you POP3 e mail account Keyboard shortcuts See Shortcut keys Keyword One or more words that succinctly describe a document s contents KnowledgeBase Information created by for and about an organization and available to multiple users 264 Glossary GoldMine User Guide Linked activities Scheduled activities linked to a contact record Links tab Documents programs and other files linked to the Contact Record Local menu Also known as a shortcut menu the local menu provides quick access to a set of commands affecting only the current browse window tab or pane LogStamp Contains the time and date that the record was last changed Macros A series of commands and or keystrokes that launches or runs a action Maintaining Process t
253. nu on the main window of the Activity List will effect what information is available to view Benefits of Using Activities e Track pending activities List activities that need to be performed Control the scope of these listings they can be daily weekly or monthly View activities pending for a contact or view only those calls that must be made on a specific day Also view pending activities of other users Set up reminders Remind yourself about important activities Alarms can be set for activities GoldMine supports GoldMine User Guide Activities 37 Record an electronic paper trail When activities are completed GoldMine maintains a record of what was done when it was done and by whom providing powerful information for subsequent follow up with contacts Schedule meetings When your activities are scheduled in GoldMine other GoldMine users can determine the times you are available for meetings conference calls or appointments Delegate Use the Calendar to assign scheduled activities to others and track their progress Link activities with your contacts Create linked activities and unlinked activities Linked activities associate with a contact record By default created activities link to the active contact record GoldMine updates the information ona linked contact record to show the progress of these activities When scheduling an activity not linked to a contact clear the Link to selected contact option to remov
254. o generate letters memos and e mails GoldMine lets you print a letter for one contact or a group of contacts print labels and envelopes and fax documents if your word processor supports facsimile transmission The Document Management Center works with GoldMine Plus for Microsoft Word Use the Document Management Center for the Following Create Document Templates see To Create a New Document Template on page 79 Create E mail Templates see Creating E mail Templates on page 94 Clone Document Templates see To Clone an Existing Document Template on page 79 Clone E mail Templates see To Clone an Existing E mail Template on page 95 Edit Document Templates Editing Document Templates on page 81 Edit E mail Templates To Edit an E mail Template on page 95 Mail Merge Documents see Using Mail Merge Properties for Printing on page 84 Mail Merge E mail Messages see Using the Mail Merge Properties for E mailing on page 96 Print Documents see Printing Documents from the GoldMine Document Center on page 84 Send E mail Messages see Creating and Sending E mail on page 88 Add Subfolders see Adding Subfolders to the Document Management Center on page 79 TIP For information about document template defaults refer to Setting Default File Name and Folder Location for Templates Creating Document Templates GoldMine installs predefined templates but you can create your own templates as well A template is a d
255. o improve performance by regenerating indexes packing and rebuilding tables and sorting and verifying data The maintenance of the database should be performed by the system administrator or manager Members tab Lists the contact Groups of which the Contact Record is a member Merge codes Three character codes used as the basis for e mail and document merging for mass mailings Net Update Process of updating GoldMine over the Internet Notes tab Free text notes associated with each Contact Record ODBC Open Database Connectivity Operator Specifies the value a field must have to be included in a record selection criteria Examples of operators include the following equal to greater than lesser than or equal to Opportunity Involves a group working as a team with multiple organizations and contacts to successfully close a complex sale Opptys tab Displays the Opportunities associated with the Contact Record Organization Chart Graphically displays contact information and organizational relationships in a tree structure Packing The process of actually deleting records that were marked for deletion This process is only necessary for a dBASE database Periodically packing the database files removes the dead space between records Personal Base Information useful to an individual user that only the logged in user can view and update Primary contact The name of the contact on the Contact record Primary
256. o on This also includes checkboxes corresponding to search filters except for those applied to contact records To clear your selection click Clear 3 To change your Universal Search options click Options For more information on selecting options see Setting Universal Search Options on page 175 O If the search filter is associated with Contacts it will appear in the drop down list at the bottom of the Options pane when you select Search Filter in the Choice dropdown O Ifthe search filters is associated with any other type of information it will appear as a checkbox under Find these items If a filter of this type is owned by a different user you need to go to Options gt Search Filters select the Owner and then check the box next to each filter you want to use NOTE The checkboxes in the Find these items section use OR logic so items matching any of the checkboxes will be returned It is important to understand this to make the search filters effective 4 In the Within these records area at the Choice field select a search criteria and then click Go O All Contact Searches all contacts Note that the owner and filter name fields are not activated because this search includes all records O Active contact Searches the active contact Note that the owner and filter name fields are not activated because this search includes the active contact O Active filter This search is limited to contacts returned by the currently
257. ocument created in an application such as Microsoft Word that links to GoldMine and contains embedded DDE link fields The DDE fields link contact information to the document merging to one or more contacts with the template produces a printable document There are two ways to create templates With GoldMine Plus installed Without GoldMine Plus installed In both cases you can create new templates The most common options for creating a document are using WordPad and Microsoft Word with GoldMine Plus for Microsoft Office installed NOTE When manually editing or creating a GoldMine field link in Microsoft Word you must specify only one formatting system otherwise the formatting will be ignored in the resulting field set It is recommended instead that you use IIF inline if or a ternary operation statement to accomplish your formatting goals Refer to the Microsoft Word documentation for more information on IIF statements There are two methods you can use to create a document template To Create a New Document Template on page 79 e To Clone an Existing Document Template on page 79 78 Contact Communication GoldMine User Guide To Create a New Document Template Select Go To gt Document Templates 2 At the Document Management Center select the User from the drop down list 3 Right click on Document Templates and select New The Document Template Properties dialog box appears 4 Atthe Document Name field type in the
258. ocuments the Knowledge Base and so on You might not even know all the information that exists or where it is located because it was entered by another person In GoldMine Premium Edition the Universal Search feature is provided as a single view to quickly find out what information is in your system and how to navigate to it Universal Search is a one box search engine that allows you to quickly access a summary view of the information you are looking for along with links to more detailed information With Universal Search you can create a clear picture of your customer because you have access to all the information about your customer in your database whether or not you entered it in the database Universal Search is very useful for searching on price lists sales kickoffs return policies and so on This is a separate Windows service that you can configure to start either manually or automatically Control Panel gt Administrative Tools gt Services You can also manually start or stop the service using the SQL Server Management Studio IMPORTANT The Full Text service must be running in order for Universal Search to return results Microsoft SQL Server 2005 2008 2012 Full Text Search is a database requirement before installing GoldMine e For more information about Microsoft SQL Server 2005 2008 2012 Full Text Search refer to the documentation what came with your version of SQL Server For information about other Server Requirements
259. og box opens 2 On the Filters tab highlight a filter and click Activate O The active filter name appears in the Contact Record title bar O The filter remains active until released To Release a Filter 1 Open the Tools menu and select Filters The Filters and Groups dialog box opens 2 On the Filters tab highlight a filter and click Release The filter is deactivated and you can now access the entire database GoldMine User Guide Activating and Releasing Filters and Groups 193 Activating and Releasing Groups When selecting this command GoldMine s database appears containing only contact records that are members of the group After you build a group it must be activated before it can be used in an operation TIP You can create activate and release groups in the Contact Search Center see page 165 O Activate Restricts the contact list to displaying only contacts within the activated group or filter etc O Release Deactivates the filter To Activate a Group 1 Select Tools gt Filters 2 At the Filters and Groups dialog box click the Groups tab 3 Highlight a group and click Activate To Release a Group 1 Select Tools gt Filters 2 At the Filters and Groups dialog box click the Groups tab 3 Highlight a group and click Release 194 Activating and Releasing Filters and Groups GoldMine User Guide Marketing Tools Overview Use the Leads Management Center see Using the Leads Management
260. og box that contain the same commands 5 Inthe Print Envelopes dialog box select the contacts for whom to print envelopes then select the envelope template to use By default GoldMine displays your templates However look in the User drop down list and select a public template or another user s template GoldMine User Guide Contact Communication 85 Using the E mail Center Use GoldMine s E mail Center to view organize and send your queued Internet e mails Use the E mail Center to Edit e mail preferences see Setting Options for the E mail Tab on page 35 Create e mails see Creating and Sending E mail on page 88 Send e mail messages see Creating and Sending E mail on page 88 Retrieve e mail messages see Retrieving E mail on page 99 Link e mail messages to contacts see Linking E mail Messages to Contacts on page 100 Create and use e mail templates see Creating E mail Templates on page 94 Set e mail rules see Creating E mail Rules on page 75 Create distribution lists see Creating E mail Distribution Lists on page 103 TIP If you subscribe to more than one Post Office Protocol version 3 POP3 mail server you can set up the E mail Center to retrieve mail from multiple Internet mail servers NOTE If you are experiencing slow performance with contacts linked to many opportunities you can adjust the MaxRegardingListSize value in the gm inil file E mail Center Components The E mail Cente
261. oldMine Alarms After scheduling an activity with an alarm the GoldMine Alarm dialog box or taskbar notification appears at the specified time before the activity Configure alarm settings in the User Preferences Alarms tab 1 Double click the alarm icon and the GoldMine Alarm dialog box appears If you configured the Alarms to display the pop up alarm the GoldMine Alarm dialog box appears displaying Contact Contact the activity is scheduled for Subject Reference information from the Schedule an activity dialog box Time Scheduled time for the activity Activity Activity type Phone Contact s phone number 0 0 0 0 0 2 Torespond to the GoldMine Alarm select from O Notes Expands the dialog box to display the notes associated with the activity O Suspend Alarms Turns off all alarms for the duration of your current GoldMine session To reactivate the alarms log out and log back in O View Contact Displays the contact the activity is scheduled for and closes the GoldMine Alarm dialog box O Complete Completes the activity and files it on the History tab O OFF Turns the alarm off for this scheduled activity O Snooze Launches the Snooze Alarm dialog box select how long to wait for the next reminder O Ignore Snoozes the alarm for one minute O Delete Deletes the scheduled activity and closes the GoldMine Alarm dialog box GoldMine User Guide Activities 45 Auto Updating Activities Complete or delete act
262. oldMine Contact record lt ContactName gt links the e mail to the currently active Contact record in GoldMine Search for a contact opens the Contact Search dialog box to search the GoldMine Contact record database see To Search for a Contact Record on page 248 You can only search for and link the e mail to one Contact record NOTE For information about automatically linking messages to GoldMine Contacts see To Setup Auto Linking of Messages to Contact Records To Search for a Contact Record The Contact Search dialog box appears when you select the Search for a contact option from the Link this e mail to drop down menu during new e mail message composition see To Link a New Message to a GoldMine Contact on page 248 1 Search for a Contact Record Enter the full or partial contact name in the Find Value text box and then click the Search button 2 Sort the Results O Click the column header to sort the results alpha numerically by that column O Drag the column header into the space above the search results list To return to the unsorted results list drag the header back to the search results list 3 Select the Contact Record Click the row that contains the desired Contact record from the list and then click OK To Select a Regarding Option for a New Message If you link a new message to a GoldMine Contact record see To Link a New Message to a GoldMine Contact on page 248 the Regarding drop down list becomes availa
263. ome later in the alphabet such as Pacific Palisades will be selected Records with City entries that come earlier in the alphabet such as Burbank will not e Lesser or Equal Tests for a value in the data field equal to or alphanumerically lower than the comparison value In a test for alphabetic entries such as City a lower value is one that comes before the entered value that is earlier in the alphabet When the data fields value is alphanumerically lower than the comparison value the record is selected Example Selecting the field City and the Value entry Los Angeles creates the filter City Lesser or Equal to Los Angeles Any records with City entries of Los Angeles and any with City entries that come later in the alphabet such as Glendale will be selected Records with City entries that come later in the alphabet such as Santa Monica will not e Begins with Tests for a value in the data field that starts with the comparison value If the characters of the comparison value match the starting characters in the data field the record is selected Example The filter City will include records in which the City entries all start with P such as Pacific Palisades Pasadena Pico Rivera and so on GoldMine User Guide Working with Filters 183 e Contains Tests for the existence of the comparison value anywhere within the data field If the data field contains the comparison value the record is selected Example The filte
264. omplete the following fields as needed Complete the following fields as needed O Include items from local Windows index Click this checkbox to search documents using the local Windows Desktop Search index gt Include all indexed locations Click this checkbox to search in all locations which are defined in Control Panel gt Indexing Options In this case the check boxes are disabled but if Local and UNC Paths is checked the Add Edit and Delete buttons remain active gt Include Microsoft Office Outlook available on Vista only Click this checkbox to search information in the MS Outlook To pickup Outlook mail the messages need to be cached locally for example in a pst or ost file gt Local or UNC path Click this checkbox to add modify or remove user specified search folders To add a new path click Add and select the path To edit an existing path select the path and click Edit To delete an existing path select the path and click Delete NOTE On Microsoft Vista there is a Windows Desktop Search Add in for Files on Microsoft Networks that provides the option to add UNC paths as an indexed location To download this option go to http www microsoft com downloads details aspx familyid f78e981d9 5a3b 4872 a07e 220761e27283 amp displaylang en gt Include items from remote Windows index Click this checkbox to search documents on the remote computer WDS Windows Search should be installed on both computers S
265. on s number title or responses e Delete Deletes the selected script question Contact Communication GoldMine User Guide 110 Branching Script Question Dialog Box When you select New or Edit from the Branching Script Profile the Branching Script Question dialog box opens Title Descriptive title for the question that appears at the top of the question screen when the script is used e Update field Optionally you can select a field in the drop down list to store the response to this question when the script is executed When a field is used GoldMine places the text of the response in the selected field in the contact record Notes Question and any other text to be delivered to the participant Question No The question number assigned to the script question You should have selected a question number for each question when you designed the script Enter numbers lower than 10 with a leading zero For example enter 1 as 01 Save History Select this field to include the question s title and response in the script dialog text If this field is cleared the question is excluded from the dialog when the script is executed e New Adds a response record The Branching Script Answer dialog box appears Edit Edits a response The Branching Script Answer dialog box appears Delete Removes the selected response Branching Script Answer Dialog Box When you select New or Edit to add a response record the Branching Script
266. on the Filters tab highlight the filter to test and click the Preview tab The Preview tab displays the selected filter in the upper text box 2 To edit the filter expression in the upper text box right click and select the necessary options from the local menu 3 Click Search All to run the filter The results display in the lower text box The number of records included in the filter display in the lower right corner as Count 4 Use these options to alter the results O Build Filter Displays the Expression Builder dialog box to modify an existing filter or build a new filter After selecting the filter of a GoldMine user the available options are the same as for Creating Filters O Save Displays the Save Query dialog box to save the filter expression or the selected records as a group If you save only the filter expression the actual records selected by the filter might differ when the filter is activated depending upon changes to your contact database O Drill Down Lets you select a filter existing or newly built that GoldMine applies only to the records already selected on the basis of a different filter For example if after performing a search based on a filter to select the records of contacts located in California GoldMine retrieved 200 records apply differing filters to only those 200 records To Use the Drill Down Option 1 Switch to the Filters tab 2 Highlight the additional filter to narrow the results 3 Switc
267. onfiguring E mail Options 0 0c cc nee e nen e nen eee e eens 91 Creating E mail Templates i terrae ale dW Ss deals We dies ewe vin Nase eee ees 94 To Clone an Existing E mail Template 95 5 Table of Contents GoldMine User Guide GoldMine User Guide To Edit an E mail Template o o Using the Mail Merge Properties for E mailing Sending E mails from the Document Management Center Replying to an 61 eee eee eee Spell Checking E mail 0 0 0 0 0c cece eee eens Creating Dictionaries 0 Retrieving E mail 0 Linking E mail Messages to 6070 80 5 5 Reading E mail gt rare samaritan ge Gees Se ahs Reading E mail Sent with Digital IDs Using E mail Templates 0 0 0 cece ee eens Creating E mail Distribution Lists Using Encryption and Digital IDS Using Digital IDs with E mail Messages Using Digital 55 ees Public and Private Keys gt A Levels Of Va wa eee eR REE TAS Sharing Public 6675 2 Using Digital IDs in 6 6010 3 Setting Digital IDs in Contact Details About the Literature Fulfillment Center Adding Documents to the Literature Fulfillment Center Editing Documents in the Literature Fulfillment Center Fulfilling or Rejecting Scheduled Literature Requests Fulfilling or Rejecting Queu
268. operators e AND Only records that contain both expressions are retrieved Filter includes only records where Sales Rep Bill AND Sales Territory Southwest Both conditions must be true for the record to be included in the filter group e OR Any record that contains either expression is retrieved Filter includes all records where Sales Rep Bill OR Sales Territory Southwest Either condition can be true for the record to be included in the filter group Using the Optimizing Filters Options Use the Filter Optimization option to improve the performance of a filter by associating the filter expression with a particular sort order narrowing the range of records selected for the filter Optimization creates a subset before the filter is applied 1 Inthe Filters and Groups dialog box highlight the filter and select Properties The Filter name dialog box appears Click the Optimize tab Select the Sort Order in the drop down list Type in the Beginning Limit to set the first valid record to be considered part of the filtered subset Type in the Ending Limit to set the last valid record to be considered part of the filtered subset Click OK 184 Working with Filters GoldMine User Guide Using the Previewing Filters Options Use the Preview tab on the Filters and Groups dialog box to test your filter before activating it Use the following procedure to test your filter 1 Inthe Filters and Groups dialog box
269. operties gt Contact Details 2 At the Contact Details dialog box select the Free Busy tab 3 In the Contact s name drop down list leave the primary contact name or select an additional contact s name 4 In the Free Busy URL drop down list select file ftp or http In the text box type or browse to the location where the file is published If you select ftp type the Username and Password in the text boxes The configured URLs appear in the Contact pane 5 To add a new contact to the Contact list click New and complete the various drop down boxes and text boxes as needed 6 To remove a URL from the pane select the contact and click Delete 7 Click OK to close and save the URL If accessing a contact s free busy time on an http location you must configure the Internet Information Services to accept ifb For more information Configuring IIS to Access ifb File Types on page 68 GoldMine User Guide Calendars 67 Using Free Busy Times ifb You are working closely with a contact on an ongoing basis and need to stop the time consuming process of sending e mails back and forth when trying to schedule calls or appointments with each other The contact uses Outlook to manage his time and publishes his free busy time to his Web site so he can access it when he is out of the office The contact indicated he would like to know your free busy times as well and asks you where you publish them You configure GoldMine and the cont
270. ormation using the local menu Use the following procedure to edit details and links 1 Inthe Opportunity or Project Manager select the Details Links tab in the lower pane 2 Tochange the options on a detail or link right click and select Edit 3 At the Detail Properties dialog box complete the fields as needed O Item Type or select a name for the detail from the F2 Lookup list O Reference Type or select a description of the item or if you are linking a Web site type the URL For example www frontrange com O Document is GoldMine Merge Form Select this option if linking a Word document you used with the document merge functionality O Allow File to Synchronize Select a Detail Link to synchronize to remote users O File Name Browse to the location of the document or exe to link 4 Tolaunch a linked document or exe highlight the detail right click and select Launch 5 To launch a linked Web site highlight the detail right click and select Launch Web Site from the local menu 6 To locate a particular detail use the Find option Right click and select Find Type a character string Any series of alphanumeric characters including spaces treated as a group in the Find What box on the Find dialog box 7 To send the data in the Details Links tab to an outside format right click and select Output to Send the data to the printer as a GoldMine Report Word Excel or the clipboard 8 To remove the detail from the list ri
271. ou want to view the Contact in GoldMine after completing this dialog box check the View in GoldMine option 5 Click OK to create the GoldMine Contact and close the dialog box After creating the GoldMine contact the Contact Information lt ContactName gt and Items for lt ContactName gt panels in the GoldMine pane fill with related information for the contact If the is relational data found in GoldMine for the Contact that information will be available under the Items for lt ContactName gt tabs Manage GoldMine Customer Contacts Once an Outlook Contact has been linked to a GoldMine Contact any changes that you make to the Contact s details in Outlook or GoldMine are updated during synchronization For additional information see Create a New GoldMine Contact from the Outlook Contact see page 253 and Creating a New Contact Record see page 151 Outlook Tasks The Tasks on the Outlook Tasks list area created by either entering the details in an Outlook Task the then linking the Task to a GoldMine Contact see Create and Link to a New GoldMine Task on page 254 or by creating a To do Activity in GoldMine see Scheduling and Completing Activities on page 38 and then synchronizing GoldMine with Outlook After a Task exists in both GoldMine and Outlook any updates made to the Task are updated during synchronization NOTE Any un timed no start finish time activities in GoldMine are synchronized to the current time For additio
272. ount For more information on running queries see the GoldMine Administrators Guide Searching for Contacts When working in a large database trying to locate a contact or for information on a contact record by scrolling through the contact records one at a time is inefficient and time consuming GoldMine Premium Edition two search options to help you search for organize and communicate with contacts the Contact Search Center see page 165 and Universal Search see page 172 To facilitate efficient searching use the Contact Search Center or create SQL Query Filters see Creating SQL Query Filters on page 185 Contact Search Center The Contact Search Center is a central search window You can find one record or groups of records based on criteria you entered or searches you saved For more information see Searching for Contact Records on page 168 You can access the Contact Search Center by using one of the following methods e Clicking the Search toolbar button Launches the Center with current Contact primary as the selected search field e Clicking on Go To gt Contact Search Center Entering a name or text string in the Find Contact search field at the top of the Navigation Pane and clicking Go Launches the Center with the results from the search field e Double clicking an indexed field label Launches the Center with the selected field as the Lookup option The Contact Search Center contains a toolbar for easy a
273. oup by user or to public 2 Click the Save button and select Save as Group 3 On the New Group dialog box enter text or use F2 Lookup List for the following fields O Filter Name O User 4 Click OK The results are saved and the Filters list and available by clicking the Filters Groups button The filter name appears below the specified user s filters in the list Syncing Contacts in the Contact Search Center When working with Center search results and Records apply the Sync Contact option 1 Inthe Center display search results in the browse columns 2 Right click in the browser columns and select Sync Contact The record you select in the browse columns automatically becomes the displayed Record 3 Turn off Sync Contact using the same method Creating Contact Search Center Groups Create custom Groups in the Contact Search Center using the drag and drop Group function The settings can be saved for future use and edited in the Group tab of Filters and Groups To Create a New Group 1 Right click in the column area and select Group from the drop down menu A grouping area appears above the column headers 2 Drag column headers into the grouping area Once in place the headers can be moved around to determine sort order 3 Expand contacts in the resulting grouped list and use the checkboxes to tag individual contact records 4 Tochange or remove group settings from the list drag the column headers back to the main tabl
274. ource List box The resource is moved to the Selected Resources box 3 Click Schedule to save and close the dialog box NOTE For more information about Resources see Managing Resources on page 74 Scheduling Activities Based on Available Times Before scheduling a meeting for multiple participants determine a time when all participants are available Before GoldMine can scan the participants Calendars to determine their availability specify attendees and resources All potential attendees must maintain their daily schedules in GoldMine and the contact s free busy times must be configured in GoldMine After selecting the meeting time GoldMine schedules the meeting and informs participants Use the following procedure to schedule an activity based on available times 1 Inthe Schedule lt activity type gt dialog box click the Free Busy tab The busy time pane displays availability of selected users resources and the contact 2 Click Options to specify what types of appointments are scanned and your display options In the Display area O If you selected Show Contacts the contact adds to the display O If the Internet free busy information is not configured or the contact does not publish his or her free busy information the contact s busy time displays the message Internet Free Busy information is not available click here for help O Use the Add Free Busy URL dialog box to add the URL where the contact s free busy time is pub
275. ources based on total leads or sales volume generated Also to know the cost of each lead calculate profit and locate the most profitable lead source For example this tool helps you determine whether to run an ad again O Leads Total number of contact records in the database with this value in the selected field O Closed Total number of contact records with this source that have at least one purchase as recognized by the presence of a sales activity record in the history file O Ratio Percentage of closed sales based on number of leads O Sales Total dollar amount of sales generated by this lead source This value is a sum of all sales activity history records linked to the Contact Records with this source O Potential Total dollar amount of future sales activities scheduled on the Calendar calculated by summing all Forecasted Sales calendar records linked to the contact records with this source NOTE Also view Cost and Profit and Cost and Price per lead To view the other options right click in the information pane and select View 5 To locate a source type the first few letters of the source in the Find Source text box 6 Also use these options O Analyze Displays the Leads Analysis Analyze dialog box Regenerates the leads analysis information for the current leads analysis database Select the field on which to base the analysis and the range of dates to scan for statistic calculation O Sort Displays the Leads Analys
276. ow select a campaign 3 Click Clone Campaign GoldMine copies the campaign and displays it in the navigation pane with the same name and a number for example Chicago051604 cloned would appear Chicago051604 1 4 Select the cloned campaign and click Rename Campaign 5 Type anew name and then press Enter Renaming Campaigns Use the following procedure to rename a campaign 1 Select Go To gt Campaigns gt GoldMine Campaigns At the Campaign Management Center window select a campaign Click Rename Campaign The insertion point is positioned in the campaign name in enter mode a 7 Type a new name and then press Enter Creating New Campaign Tasks Use the following procedure to create a new campaign task 1 Select Go To gt Campaigns gt GoldMine Campaigns 2 At the Campaign Management Center window select a campaign 3 Expand the Open folder and then click New Task 4 Configure the following O Import Data GoldMine provides several ways to import data Select to open the Select Import Data Source dialog box O Mail Merge Merge contact information with templates document envelope or label Select to open the Mail Merge Properties dialog box O E mail Merge Use templates to communicate a promotion to customers using queued Internet e mail Select to open the Mail Merge Properties dialog box appears O Call Schedule outgoing telephone calls to initiate a contact or follow up Select to open the Sch
277. pe search criteria in the search field at the top of the Navigation Pane and click Go The Contact Search Center opens with the selected field The default search tool uses Filter Expression Operators see page 183 and Boolean Operators see page 184 and can be expanded to include many criteria An optional SQL Query Editor see Contact Search Center Query Editor on page 171 can be used simultaneously For more information on filter expressions see About Filters and Groups on page 179 or contact your administrator 3 Select a Field from the Search by drop down list TIP You can also type ALT 0 to select Additional Contacts For additional information about the fields displayed in the Search by list see Setting Options for the Lookup Tab on page 34 4 Select an Operator filter expression from the drop down list see Filter Expression Operators on page 183 5 Type the search Value after the filter expression operator in the Value text box NOTE Brackets or are not valid characters to use in searches in the Contact Search Center 6 If necessary change the displayed columns see Browser Column Selection on page 171 TIP Change the width of a column to optimize the display Change the size of a column using typical Microsoft Windows mouse functions on the border of the column at the heading level For more information see the Microsoft Windows documentation 7 To expand your boolean search click Add at the fa
278. pears left of the tabs A list of the tabs appears Click Customize The Display Tabs dialog box opens Select from the following customize the tabs To add a tab click the checkbox next to the tab and a check appears in the box and then click OK The tab is added To delete a tab click the marked checkbox The check disappears Then click OK The tab is deleted To rearrange the order of the tabs select the tab and click the Move Up or Move Down and then click OK The tabs order changes To rename a tab select the tab and click Rename Type the new name in the dialog box and click OK The new name appears on the tab To make this change global throughout GoldMine click Customize tab labels globally To abandon the changes click Reset and then click OK The original tabs and tab order appear Q Q Q Service Center GoldMine User Guide 232 Knowledge Base Overview The Knowledge Base provides a resource for maintaining any type of information useful to an organization or an individual It can provide easily accessible storage for graphics multimedia files and or program applications This information can then be linked to a contact record displays the record whenever you access that topic The Knowledge Base consists of the Knowledge Base and the Personal Base Configure them to present newly added information to the user control user reading and updating privileges and search for specific entries based on user defined
279. plate consider what you are sending to contacts The subject is also the template name appearing in the Document Management Center so it must be unique Click Attach files button on the Edit E mail toolbar to attach a file to the template Browse to locate the file you are attaching to the template Select the Options tab to configure template formatting and encoding options Select Rich text HTML to send the message in HTML The Rich text format options lets you use specialized fonts and insert bmp files If your recipient s system does not support HTML leave the check box blank to send the message as plain ASCII text Wrap lines is the default When a word is typed at the end of a line the next word is placed at the beginning of the following line When creating a template you cannot change this option Select Attach VCard to include a vcf file with your message The VCard contains basic contact information Select Request a return receipt to receive an e mail acknowledgement from the recipient upon receipt This option returns results only if the recipient s e mail system supports the return receipt feature Contact Communication GoldMine User Guide 1 2 O N Ep 10 11 94 12 Click in the lower pane and begin creating the body of the message Use these editing options to create the message O HTML Toolbar O Local Menu 13 If desired insert GoldMine fields into the message body creating a dynamic e mail message
280. ption Messages encrypted with Encrypt using GoldMine can be read only by other GoldMine users with the correct password Use the following procedure to send an encrypted e mail NOTE Only users with the proper password and working in GoldMine can open the message 1 On the toolbar click the Encrypt Message button The Encryption Settings dialog box opens NOTE if you are reading a message and want to encrypt it before sending it to other GoldMine users or filing the message automatically encrypt using GoldMine otherwise select Encrypt using GoldMine Select Encrypt the message In the Password field type the password you are using on the message In the Encryption mode drop down list select the encryption level ao Click OK to save your settings Sending E mail Messages Encrypted Using Digital ID When you encrypt a message using a digital ID you must have the contact recipient s digital ID configured in the Record Properties gt Contact Details Encrypting a message to a recipient with a digital ID encrypts the message using the recipient s public key When recipients receive the message they decrypts it using his or her private key You can configure your Internet Security settings to automatically encrypt all outgoing messages with a Digital ID Use the following procedure to send an encrypted e mail using digital ID 1 Click the Encrypt Message drop down arrow 4 button and select Encrypt using Digital ID
281. public key supplied to the sender at an earlier time The message signature is verified and the message decrypted using your private key configured in GoldMine You are asked to supply the password to your private key in order to read the message Signature Verified Banner on Message R Digital Signature Verified Signature Verification Failed Banner on Message es Digital Signature Verification Failure GoldMine User Guide Signed Icon in Inbox Encrypted Icon in Inbox of Signed and Encrypted Icon in Inbox h Failed Encrypted and Signed Icon in Inbox amp 102 Contact Communication Using E mail Templates E mail template created in the Document Management Center see Creating E mail Templates on page 94 can be used when creating an e mail to pre fill the body of the message 1 Select Actions gt E mail or Schedule gt GoldMine E mail 2 From the E Mail Center click New Message in the toolbar The Edit E mail dialog box opens At the Subject drop down list select the template To select the template of another user click Select Template User Edit the message as needed 5 3 Click Send to send the message immediately or Queue to queue it for sending at the times defined in the Server Agents Administrator Creating E mail Distribution Lists Use the following procedure to create custom e mail Distribution Lists of contacts users and manual e mail addresses 1 Inthe E m
282. r City Contains P will include records in which the City entries include P anywhere in the city name such as Pacific Palisades and Corpus Christie e Does Not Contain Tests for the absence of the comparison value anywhere within the data field If the data field does not contain the comparison value the record is selected Example The filter City Does Not Contain P will include records in which the City entries do not include P anywhere in the city name such as New York and Los Angeles However Pacific Palisades and Corpus Christie will not be selected e Is Empty Tests for an absence of any entry in the specified field Character fields are empty when they contain only spaces Example If you have contacts in the United States and other countries and you want to search for only contacts in the United States assuming you have not entered country data for domestic clients the filter Country Is Empty will select contacts located in the United States e Is Not Empty Tests for any value in the specified field Example If you want to fax an announcement to all of your client companies the filter Fax Is Not Empty will select all companies with a telephone number entered in the Fax field Boolean Operators Boolean operators are the functions used between filter expressions to refine the scope of your search or filter You can link two search terms for example Sales Rep equals Bill and Sales Territory equals Southwest with these
283. r contains the following components E mail Center Toolbars Allows quick access to E mail Center functions e E mail Center tree Allows you to connect to your mail server and organize incoming outgoing and filed messages E mail message listing browse window Displays messages available in the in box out box or selected folder The default limit for messages that can be displayed at once is set at 2 500 You or your administrator can implement a lt USER gt ini file setting to override this limit see Changing Settings in the INI File in GoldMine on page 51 but this is not recommended because of the negative side effects are associated with this action including O Increased load on the database server and the network the database server will have to read your records from disk and they will be sent over the network O Increased time to load the list of e mails in the E mail Center list During this time GoldMine might be unresponsive O Increased memory usage by GoldMine You might have a slower response in the E mail Center because it has to process a large number of e mails and use more memory e Text display Preview the body of a message selected in the listing browse window To turn the preview option on and off right click the E mail Center tree and select Options gt Show Preview NOTE Set Show Preview as the default in the Internet section of the Username ini using this command ShowPreview 1 General E mail
284. r information about the resolution of the case To notify the selected Contact from the Case of the resolution via e mail check the E mail Notification box and type your message into the Add Message box The Create E mail window appears Enter a Resolution Type or select one from the lookup list To attach an article to the case click the Search Knowledge Base button Attached article are listed in the Articles section If you want to include any attachment check the box next to the item in the Add Attachment section NOTE When resolving a case the Service Center does not send the Knowledge Base article to the customer When finished click Resolve or select Cancel to exit the dialog without resolving the case NOTE A History entry will be created for the Resolving action 1 Abandoning a Case Use the Abandon Case dialog to change the status of a case to Abandoned and remove it from the active case list From the Service Center List View select Abandon Case from the toolbar The Abandon Case Dialog opens In the Notes field enter information about the abandoned case To notify other users of the abandoned case via e mail check the E mail Notification box and type your message into the Add Message box When finished click Abandon 1 2 3 Creating a Performance Report for a Case Use this procedure to filter performance data by user and create reports At the Service Center window at the toolbar click Anal
285. r right of the Search by menu A new menu appears beneath the previous menu preceded by an AND or OR option O Select AND to create a search that returns records matching all of the criteria O Select OR to create a search that returns records matching any of the criteria Examples Records matching all criteria are returned Search by Contact primary Begins with 54 ano cw 6 ve 00 Records matching any criteria are returned Search by City v Equal to v State v Equalt Y 8 Right click in the browse columns to access other functions The browser columns local menu appears Browse Columns Menu Sync Contact Updates the Contact Record window to display the selected contact see Syncing Contacts in the Contact Search Center on page 170 168 Contact Search Center GoldMine User Guide Launches the Browser Column Selection dialog box allowing you to select the displayed fields see Browser Column Selection on page 171 Selects all Contact Records currently displayed in the window Deselects all selected Contact Records in the window Changes the scroll order of contact records to match the order seen in the Contact Search Center Allows you to select an output target for the displayed search results Select printer Word Excel or clipboard Launches the Find dialog box allowing you to type a value and search on it see
286. rd Type The New Company and Contact dialog box appears The dialog box displays fields specified when configuring the new record creation options 2 In each field type or select the value F2 Lookup lists 3 Select View in new window to open the record in a second contact window when completing the Add a New lt record type name gt Record dialog box Click OK 4 The Duplicate Checking area displays up to four fields you can select for duplicate checking The names of the selected fields display in the Duplicate Checking area If you selected less than four fields for checking n a is displayed for the extra fields and the option is dimmed Duplicate checking verifies based on the selected fields that you are not creating a duplicate of an existing record 5 Click OK The contact window displays the record Complete the primary fields not included in the dialog box Also select the Fields tab and complete the necessary fields in the Custom Screen associated with the record type Creating a New Contact Record Use the following procedure to create a new record for a new company Note that required fields display with a surrounding red box If you do not enter data in a required field the Required Fields Alert dialog box opens 1 Click New Record button or open the File menu and select New gt New Record The New Record dialog box opens 2 Atthe Record Type dropdown box select the type of contact you want to create from the p
287. reate additional templates by first making a copy of an existing template a public template or another user s template and saving it as your own You can then edit the template to suit your needs Select Go To gt Document Templates At the Document Management Center select the User from the drop down list whose template you are cloning Right click on the template name and select Clone The Document Template Properties dialog box appears Enter and Document Name and select the Document User Select the location to save the template 5 8 Click the Edit button to open the associated editor and modify the template NOTE Be sure to save the file after completing your edits and closing the editor 7 Select from the options for the Document Management methods and the Document Type see To Create a New Document Template on page 79 for option details 8 Click OK The Edit E mail window appears Adding Subfolders to the Document Management Center Sub folders can be created to help organize and segregate templates You can create sub folders based on the main folder such as Document Templates or sub folders can be placed below other sub folders such as Document Templates gt Defaults gt Follow Ups 1 Select Go To gt Document Templates GoldMine User Guide Contact Communication 79 At the Document Management Center select the User from the drop down list whose template you are cloning In the left pa
288. record You can have additional tabs on your system TIP To view the tabs that are off screen click the left or right arrow at the end of the tabs 1 Click on the Pending tab and complete the dialog box as needed For more information on the Pending tab see the GoldMine User s Guide 2 Click on the Notes tab and then click Add Notes Type any notes you have in the workspace as needed and then click the Save icon in the top left side of the Notes workspace 3 Click on the Team tab and complete the team information as needed O To add a team member click Add At the Add Member dialog box select a user from the drop down box and type in the user s role in the Role field O To edit a team member either double click on the team member or click on the team member and click Edit and then make the changes O To delete a team member click on the team member and then click Delete 4 Click on the Task tab and complete the tasks properties as needed O add a team member click Add and complete the New Task dialog box O edit a task double click on the task or select the task and click Edit O mark a task Complete click Complete and at the Complete Task gt Options section select or type 100 in the completed field O To print a task select the task and click Print gt Print O To delete a task select the task and click Delete GoldMine User Guide Service Center 225 Click on the Attachments tab and
289. rigger A predefined condition in an Automated Process event that when the condition is true causes GoldMine to execute an action Unlinked activities Scheduled activities that are linked to a user but not to a contact URL Abbreviation of Uniform Resource Locator the global address of documents and other resources on the World Wide Web User groups Users can be logically grouped according the functions that they perform User Preferences Various settings that control how GoldMine looks and acts for each user User Properties These settings define a user s security and access in GoldMine UserID Field that contains the name of the user an activity is assigned to UserID is based on the GoldMine username Username Use this name to log into GoldMine Identifies the user s activities Username ini An initialization file located in the GoldMine directory that stores user s individual settings Username tbi Stores the user s taskbar settings Verifying Ensures that the data is readable and that all sync fields in the synchronization records of the database file s are populated and no unique fields are duplicated WYSIWYG What You See Is What You Get Pronounced wizzy wig A WYSIWYG display allows you to see on the screen exactly what will appear when the document is printed XML Acronym for Extensible Markup Language XML is a universal format that uses tags for exchanging structured documents and data on the Interne
290. ring language used to define the structure and layout of a Web document by using a variety of tags and attributes 238 Knowledge Base GoldMine User Guide Adding Attachments to Knowledge Base Documents Attach existing documents to Knowledge Base topics to maintain such specialized documents as contracts price charts and invoice forms in other applications and launch them from InfoCenter Attachments can also be other applications To Add an Attachment to a Knowledge Base Document Select the book folder or page to which to attach a file Right click and select Attach file The Attached File tab of the Topic Properties dialog box opens PPh In the Attached file field type or browse to the location of the file to attach If attaching an application browse to the exe file for the program 5 Select Synchronize the file to include the attachment when the Knowledge Base information is synchronized to remote users 6 Click OK The path to the attached file appears on the right of the Knowledge Base toolbar and the Launch Attached File button is active 7 open the attached file or application click the button or right click and select Launch Searching the Knowledge Base from the Resolution Tab The Knowledge Base when put to full use can become a large database of shared knowledge In order to locate particular pieces of information perform a search of the Knowledge Base from the Case Manager Resolution Tab see M
291. rs 3 Type the Resource Name and Profile The Resource Name is limited to eight characters 4 Type or select the Code The Code can be customized and is a good way to group resources by type or location 5 Select the Custodian Person responsible for booking a resource from the drop down list or leave as public 6 Click OK Viewing the Resources Schedule To ensure the availability of equipment facilities or other resources check when a resource is already reserved 1 Select Tools gt Configure gt Company Resources The Resources Master File appears 2 Select View Schedule The Resource s Activity List dialog box appears O Date Date of the scheduled activity the resource is reserved for O Time Time of the scheduled activity the resource is reserved for O Dur Duration of the scheduled activity the resource is reserved for Q Contact Name of the person who is the target of the activity for example the contact with whom a meeting is scheduled requiring the resource O Code Job code or other identifier that categorizes the activity the resource is reserved for O Reference Descriptive information regarding the activity the resource is reserved for 3 Use the following buttons to manage the resources in the Resource Schedule dialog box O Complete Displays the Complete dialog box where you enter information to complete the activity O Delete Deletes the scheduled activity Selecting this option does not delete the
292. rver Agents to begin processing Publishing Calendar Information In addition to publishing your calendar using the Server Agents publish your calendar on demand using the Web menu Publishing your calendar as iCalendar or HTML provides your schedule information to customers you work with or to non GoldMine users This is another part of shared calendar information options offered in GoldMine Using GoldMine configure and publish in an iCalendar format ics an html format htm html and free busy times ifb by configuring the GoldMine settings Publishing Free Busy Times Publish your free busy times to a network ftp or html location The publishing parameters are set in the calendar preferences Tools gt Options gt Calendar tab gt More Options gt Free Busy tab 1 Select Web gt Publish Calendar gt Publish Free Busy Times 2 At the Free Busy Publishing Settings dialog box review the settings in the text box To alter the settings click Edit Options The Calendar Options Free Busy tab appears Make changes and click OK 3 Click OK on the Free Busy Publishing Settings dialog box and your schedule publishes to the ifb file specified on the Free Busy tab 72 Calendars GoldMine User Guide Calendar Options Dialog Box Free Busy Tab Configure your free busy times for with those working outside of GoldMine 1 Select Tools gt Options gt Calendar Click More Options 2 Atthe Calendar Options dialog box select t
293. s birthday This returns all notes where the word birthday occurs notes e mails birthday This returns all notes and e mails where the word birthday occurs notes This returns all notes lt Art Bardtoll gt Notes This returns all notes of Art Bardtoll Search Criteria Format The Search criteria format enables you to search on words Word1 and or Word2 Examples test This returns all objects that contain the word test cat or dog This returns all objects that contain the word cat or dog are returned cat dog This returns all objects that contain the words cat and dog cat This returns all objects that contain a word which begins with cat Memo Filters A Memo filter allows combining multiple search parameters into a single filter It is helpful when you have to run the same query many times It also can reduce the length of a query by substituting one word for many A Memo filter saves a particular search and is helpful when you have to run the same query many times It also reduced the length of a query by allowing you to substitute one word for many words The Memo filter name always begins with the exclamation sign The search parameters are entered in the expression field Examples You often perform these queries lt Art Bar gt calls emails word1 lt Art Bar gt calls emails word2 So you create a memo filter called Artact for the expression lt Art Bar gt calls emails Artact word1 lArtac
294. s not available click here for help appears on the contact s schedule line click the link and the Add Free Busy URL dialog box opens 2 Inthe Contact s Name text box type the name 3 Select the Contact s Free Busy URL type in the drop down list file ftp or http NOTE If accessing a contact s free busy time on an http location you must configure the Internet Information Services to accept ifb 4 Inthe text box following the file type type or browse to the URL and then click OK Sharing Free Busy Times Scheduling becomes more dynamic and efficient when you and your contacts share free busy times As a GoldMine user you can publish your free busy time in an iCalendar recognized format making it available to non GoldMine users for easy scheduling and to save time when proposing and counter proposing meeting times between participants GoldMine users can view a contact s published free busy time in the GoldMine calendar when scheduling an activity GoldMine s ability to publish and to read calendar data also provides efficient collaboration with non GoldMine users GoldMine User Guide Calendars 65 Shared Free Busy Times Example GoldMine s ability to publish and to read calendar data provides efficient collaboration with non GoldMine users The following table displays some scenarios where you can use the various options to improve your ability to work with outside contacts and with users who might not have immediate access
295. s sent to the contact is filed on the History tab Contact Communication GoldMine User Guide 1 96 Replying to an Activity Use the following procedure to determine how activity information is recorded when replying to a user s e mail 1 At the Pending tab right click on a listed activity and select Reply The Reply to an activity dialog box opens GoldMine User Guide Contact Communication 97 Select one of the following radio buttons O File in history This button deletes the activity and creates a record of the outgoing e mail message on the current tab It creates a history record of the activity and adds a record of the outgoing e mail message on the History tab O Delete the activity This button deletes the activity from the current tab and creates a record of the outgoing e mail message on the current tab and the History tab O Retain in the In Box This button leaves the activity on the current tab and creates a record of the outgoing e mail message on the History tab Select Carry over notes to keep notes with the activity record Click Reply The Edit E mail window opens with the message addressed to the GoldMine user who created the activity Edit the message as needed and then click Send Spell Checking E mail Use the E mail Center to check the spelling in the message improve professional presentation and customize the spell checker Open the User Options gt Spell tab dialog box for basic customization
296. ser Configures general user data and security settings such as the individual s GoldMine user name and password and QuickStart Wizard access rights See Using the User QuickStart Wizard on page 16 IMPORTANT Contact your administrator before using this wizard Industry Templates Configures Industry Solutions templates and GoldMine PLUS applications See Using the Industry Templates Quick Wizard on page 17 E E mad E Key Fields Configures the key field labels to store data for your business See Using the Key Fields QuickStart Wizard on page 17 6 Postal Codes Configures the process to import postal codes into GoldMine See Using the Postal Codes QuickStart Wizard on page 18 Data Import Configures the process to import contact data from another contact management application into GoldMine See Using the Data Import QuickStart Wizard on page 18 GoldMine PLUS Configures GoldMine s links to document applications including Microsoft Word and Adobe Acrobat See Using the GoldMine PLUS QuickStart Wizard on page 18 Sapa The QuickStart Wizard appears immediately after installing GoldMine to help set up the critical operations most users need immediately such as e mail accounts Use the QuickStart Wizard after installation to add or change basic configuration settings by selecting Tools gt QuickStart Wizard Users without Master Rights have access to the User Information Wizard and Document Management W
297. similar to scheduling and completing other types of activities However forecasted sales differ from other activities because they involve a product or service an anticipated sale amount and the probability of closing the sale Some transactions involve one salesperson and one client for a relatively brief period while others involve multiple components and require the coordinated efforts of a team over a relatively long sales cycle View sales on these levels e Individual sales Assigned to a single user and involve the sale of a product or service to a single contact GoldMine provides tools to schedule or forecast an individual sale The tools also help managers assign and analyze sales quotas Complex sales Involve multiple participants over a longer period and typically involve multiple components of products or services bundled as a package individual sales can be planned tracked and recorded as part of a complex sale A complex sale is known as an opportunity GoldMine User Guide Sales Management 1 Scheduling Forecasted Sales A forecasted sale is an estimate to record the anticipated close date of a pending sale with one of your contacts Forecasted sales are different from other activities because they include a product or service an anticipated sale amount and the probability of the sale closing To Schedule a Forecasted Sale 1 With the contact to scheduling for active on the screen select Schedule gt Sale The S
298. source record for all items in your organization that two or more users may use at the same time Commonly requested resources include conference rooms projectors demonstration products and company vehicles Select Tools gt Configure gt Company Resources The Resources Master File appears O Name Displays the abbreviated name for the resource such as OVERHEAD or MEETROOM This is the name used when scheduling the resource Can be any unique alphanumeric sequence up to eight characters in length No 2 resources can have the same Name O Code Displays the alphanumeric identification to use for purposes such as the resource location serial number or other relevant information This field is primarily used to group resources together O Description Provides a description of the resource such as Bell and Howell 35mm Film Projector O Custodian Displays the name of the user responsible for the resource Click New or Edit to add a resource or edit information about the resource The Resource Profile dialog box appears Click Delete to remove resources Click View Schedule to show current reservations for the resources The Resources Activity List dialog box appears Click Close to save changes and close the dialog box Calendars GoldMine User Guide 1 wP 74 Creating Resources Select Tools gt Configure gt Company Resources The Resources Master File appears 2 Click New The Resources Profile dialog box appea
299. splay open Other Actions for this user To do Display open To dos for this user Y y y xy y y y Opp Proj Tasks Display open Opportunity and Project tasks for this user y Alarmed Display all activities with Alarms scheduled for this user Closed Activities gt Actions Display closed Actions for this user gt Appts Display closed Appointments for this user gt Calls Display closed Calls for this user gt Events Display closed Events for this user gt Forecasts Display closed Forecasted Sales for this user gt Others Display closed Other Actions for this user gt To do Display closed To dos for this user gt Opp Proj Tasks Display closed Opportunity and Project tasks for this user gt Real Time Display a chronological listing of activities for this user E mail gt Inbox Display messages in the inbox of the E mail Center gt Outbox Display messages in the outbox of the E mail Center gt Filed Display messages that have been previously filed in the E mail Center Occasions Display Occasions set in your Calendar Holiday Display Holidays set in your Calendar User Preferences NOTE Real time folder shows history items that were updated within the selected date range It is not based on the completion date for the activity O To perform an action such as completing a call or replying to an e mail right click on an activity in the Activity List Main window and then select the action from the local menu
300. ssing 59 Mobile devices 251 Occasions 63 Publishing 72 Shared 71 Task List 60 Calls completing 48 Campaign Local Menu 205 Campaign Management Center 204 206 GoldMine User Guide Free Busy Sharing 72 Tab 65 Times 72 URLs 65 65 Fulfilling 108 109 G GM Mobile 251 GoldMine Mobile 251 GoldMine Mobile Edition Overview 258 GoldMine Add ons 18 Graphical Analysis 124 Groups 180 About 179 see Filters 180 iCalendar Meeting requests 68 70 70 Industry templates 17 InfoCenter 235 Installing GoldMine Add ons 18 K Key fields 17 18 18 Knowledge Base 235 Searching 239 Knowledge Base Books Folders and Topics 237 Knowledge Base Topic Text Local Menu 238 L Leads Management Center 203 204 Linking Email Messages to Contacts 100 Linking Files to a Contact Record 155 List Options sub menu 52 Literature Fulfillment Center 106 Adding documents 107 Editing documents 108 Fulfilling 108 Rejecting 108 Literature requests 46 Local menus Campaign 205 mail merge e mailing 96 printing 84 Index 269 Digital IDs 3 Certification Authorities 103 Digital signatures 103 Keys 103 Reading e mail 102 Sending Signed 90 Digital Signatures 90 103 Document Center About 78 Document Management Center Adding 78 Editing 81 E mail 96 Printing 84 Documents Printing 84 Templates 78 81 Duplicate records 151 E Edit an Outlook Contact Record 252 Edit Email Toolbar 88 Editing Documents 81 108 Literature Fulfill
301. ssociated table provide access to the following information related to e Open Cases by Product Open Cases by Owner Overdue Cases On time Case Resolution Rate Resolved Cases Lead Dashboard The Lead Dashboard is primarily used by marketing and sales management and executives to measure the flow of new leads The GoldMine administrator can specify which records are used for leads by selecting a filter to specify those records The tabs and an associated table provide access to the following information related to e Leads by Owner New Leads by Source New Leads Without Activities Forecasted Sales Closed Sales Management Dashboard The Management Dashboard provides a quick look at the product forecasts user forecast and open cases The tabs and an associated table provide access to the following information related to Forecast by Product Forecast by User Open Cases by Product Dashboards GoldMine User Guide 34 Sales Dashboards The Sales Dashboards Group is mainly used to view forecasts opportunities and to do lists related to sale e Forecast Dashboard e Opportunity Dashboard Sales User Dashboard Forecast Dashboard The Forecast Dashboard provides a quick look at all open and closed sales The Year and Quarter can be selected from drop down lists and tabs in each section provide access to the following information related to Pipeline View for Open Sales Pipeline View of Closed Sales Open
302. st be logged in to GoldMine Mobile for both auto retrieval and auto linking to work Configuring and Using Mobile Edition The Mail module allows access to GoldMine Email To view email on your mobile device your account must be enabled for auto retrieval auto linking and SMS alerts from GoldMine Premium Edition by the administrator Auto linking only applies to messages that are related to the contacts you set up within GoldMine Once the account has been enabled email is automatically retrieved at a predefined interval on your device when you log into GoldMine Mobile Edition GMME New incoming mail messages that are linked to a contact record and have not been filed into a mail folder are displayed as pending activities in the Activities module and can also be viewed in the Mail module e To view the e mail in the Activities module tape the Activities icon in the tab bar and then either tap My Activities or My Activities By Type The items are seen as Messages in the listing menu e To view the e mail in the Mail module tap the Mail icon in the tab bar then tap on Inbox Filed Sent or sub folders to view the messages e You can see the Primary Contact when viewing the record of an Additional Contact Receiving Alerts GoldMine Mobile Edition can be configured to send an SMS text reminder to your mobile device for an upcoming Activity Once the function is setup by the Administrator on GMPE you must input User Options
303. sted Sales amount for the specified period The equation is Forecast Diff Closed Sales Forecasted Sales gt Negative values are shown in parentheses Examples Forecast Diff 9 000 0 9 000 Forecasted Sales trail Closed Sales by 9000 Forecast Diff 1 500 2 000 500 Forecasted Sales exceed Closed Sales by 500 Forecast Diff 9 000 9 000 0 Forecasted Sales equal Closed Sales O Forecast Diff Percentage The Forecast Diff Percentage is the difference between Closed Sales and Forecasted Sales amounts in percentage of Forecasted Sales value for the specified period The equation is Forecast Diff Percentage Closed Sales Forecasted 100 Forecasted gt 0 indicates that Closed Sales and Forecasted values were equal for the specified period gt Negative positive values mean that Closed Sales were less more then Forecasted correspondingly Absolute value of this parameter can be used as one of indicators of Sales Planning Efficiency gt Negative values are shown in parentheses Examples Forecast Diff Percentage 0 9 000 100 9 000 100 No revenue stream Forecast Diff Percentage 1 400 1 000 100 1 000 40 revenue stream exceeds Forecasted Sales by 40 O Activity Cd When an activity code is entered in this field GoldMine includes only those forecasted sales and closed sales with the specified activity code When the field is left blank GoldMine includes all forecaste
304. t W X GoldMine User Guide Glossary 267 Campaign Management Center Toolbar 6 Campaigns Cloning 208 Deleting 209 Renaming 208 Certification Authorities 103 Communicating with Contacts About 77 Completing Activities 47 Calls 48 Campaign Tasks 209 Configuring Free busy times 72 My GoldMine 258 Configuring GoldMine Mobile 258 Contact Record Tabs 158 Contact Records 149 153 Creating 151 151 Deleting 155 Editing 153 Multiple Contact Records 155 Contact Search Center Toolbar 166 Contact tabs Pending 161 Creating Opportunities 110 Records 151 Creating a New Campaign Task 208 Creating a Performance Report for a Case 230 Creating Document Templates with GoldMine Plus Installed 80 Creating New Default Record Types 151 Customizing Auto dialer settings 113 D default destination 78 Deleting Campaigns 209 multiple activities 45 Index 268 Index A About the Pending Tab 161 Accessing the Contact Search Center 165 Activities 52 About 37 Auto Updating 46 Benefits of using 37 Scheduling 38 Activity List 51 54 Activity List Options Sub Menu 52 Activity List Toolbar 51 Adding Document templates 78 78 Documents to LFC 107 Adding Attachments to Knowledge Base Documents 239 Advanced checkbox 174 Analyze leads 203 appointments Mobile devices 251 Assigning Quotas 124 Auto dialer settings 113 Auto Updating Activities 46 B Branching Script Answer Dialog Box 111 C Calendar 59 Acce
305. t in the left pane under Knowledge Base type a name Click in the right pane to add HTML text or click the Attach a file toolbar icon to add an attachment Adding text or attachments at the book level is possible but will interfere with a book level Table of Contents Adding a TOC replaces the text on the book folder or topic 3 add a folder highlight the book to which you want to add the folder and click the New Folder toolbar icon The new folder appears under the selected book Type in the name of the folder Click in the right pane to add HTML text or click the Attach a file toolbar icon to add an attachment 4 add a topic page highlight the book or the folder to which you want to add the topic and click the New Topic Page toolbar icon The new page appears under the selected book or folder Type the name of the topic GoldMine User Guide Knowledge Base 237 Adding HTML Text to Knowledge Base Topics Use the capabilities of HTML to create pages in the InfoCenter The information provided here is specifically for the topic level but is applicable at the Book and Folder levels To Add HTML Text to a Knowledge Base Topic 1 Inthe Knowledge Base window click the right pane A blinking cursor and the HTML toolbar appear 2 Type the information into the page or copy and paste it in from other sources 3 Right click the text pane and use the local menu options to format your document an add features The HTML le
306. t Details If a contact uses a digital ID when sending you e mail configure the contact s record with the ID information 1 With the contact record active in GoldMine select Edit gt Record Properties gt Contact Details 2 At the Contact Details dialog box select the Digital IDs tab 3 Click Import to add a contact s digital ID file to the GoldMine contact record The Import Digital ID dialog box opens In the Filename field type or browse to the p7b or cer certificate file you are importing In the Name field type the name to display Click OK to return to the Digital IDs tab To export the file to another location click Export To review the certificate details click View E o gt To remove a digital ID highlight the ID and click Delete GoldMine User Guide Contact Communication 105 About the Literature Fulfillment Center Use the Literature Fulfillment Center to manage and track brochures price lists and other publications sent to your contacts The Literature Fulfillment Center stores and processes literature requests in one easy to view and manage location New publications can be added to a list for other users to select for their contacts You can perform the following tasks in the Literature Fulfillment Center Add documents Edit document properties Fulfill or reject scheduled requests Edit scheduled requests Fulfill or reject queued documents Edit scheduled documents General management
307. t Members Opens the Sort Group Members dialog box sort group members by clearing all sorting options or sort by field by an expression or a reference expression Sync Contact Displays the selected group member s contact record as the active contact View Changes the display from company to contact or both Find Searches within the group for the specified contact Output to Sends the list of group members to the printer Word Excel or the clipboard New Displays the Group Member Profile dialog box where you add the current contact to the group with the reference you type or select Delete Removes a member from the group O0000 OO Edit Displays the Group Member Profile dialog box so you can change the reference or sort for a member GoldMine User Guide Working with Groups 187 Using the Groups Tab Use the Groups tab to create and activate static groups of contacts 1 Select Tools gt Filters The Filters and Groups dialog box opens 2 Atthe Filters and Groups dialog box click the Groups tab 3 Right click in the group tab and select New The New Group dialog box opens 4 Type or select a name in the Name field O Type or select the code in the Code field O Select another user in the User field O Select the following options as needed gt Group Name Assign a descriptive name to each group Members of the highlighted group displayed in the lower portion gt Code An optional identification code ass
308. t an initial set of conditions See Groups on page 180 e Notes Stores freeform information about the contact See About the Notes Tab on page 163 e Opportunities Displays opportunities linked to the contact See Opportunity and Project Management on page 133 e Pending Displays all activities scheduled for the contact See Scheduling Activities on page 39 e Projects Displays long term projects to which the contact is linked See Opportunity and Project Management on page 133 e Processes Displays the Automated Processes attached to the contact e Referrals Referrals create a link between two contact records in the database See About the Referrals Tab on page 163 e Summary Displays activity information for the contact and the contact record See About the Summary Tab on page 165 e Ticket Available when using GoldMine with an E License on an SQL database and integrated with HEAT For more information the Ticket tab see the Ticket Transfer Utility with HEAT Integration section in the GoldMine Administrators Guide To Customize Contact Record Tabs You can customize the Contact Record tabs to your particular needs You can add or delete a tab rearrange the order in which they appear or rename the tabs 1 Atthe Contact Record tabs area click the more tab which appears left of the tabs A list of the tabs appears 2 Click Customize to view the Display Tabs dialog box O To add a tab check the box next to the t
309. t of sales scheduled on the calendar for the specified period 128 Sales Management GoldMine User Guide O Closed Sales Displays the total dollar amount of sales recorded as Closed Sales when the forecasted sales activities are completed O Quota Diff Displays the difference between Closed Sales and Quota amount Quota Diff Closed Sales Quota Negative values are shown in parentheses See the examples below If Closed Quota Diff 0 If Closed gt Quota Diff gt 0 Negative amounts should be shown in parentheses If Closed gt Quota Diff gt 0 O Quota Diff Percentage The Quota Diff Percentage is the difference between Closed Sales and Quota amounts in percentage of Quota value for the specified period The equation is Quota Diff Percentage Closed Sales Quota 100 Quota gt 0 indicates that Closed Sales and Quota values were equal for the specified period gt Negative positive values mean that Closed Sales were less more then Quota correspondingly Absolute value of this parameter can be used as one of indicators of Sales Planning Efficiency gt Negative values are shown in parentheses Examples Quota Diff Percentage 9 000 10 000 100 10 000 10 Closed Sales were 10 less then Quota Quota Diff Percentage 15 000 10 000 100 10 000 50 Closed Sales were 10 more then Quota O Forecast Diff The Forecast Diff is the difference between Closed Sales and Foreca
310. t the Notes Tab The Notes tab allows you to store free form written information about the contact such as any general contact information that does not fit conveniently into fixed length fields on the contact Screen refresh slows as the size of the Notes grows because the entire Notes field must be read from the database each time a contact record is displayed Use manageable segments the History tab or create a linked document To Add Edit or Delete a Note to the Note Tab 1 Atthe Notes tab click Add note The Notes area opens 2 After completing the note click the Save button 3 An Alert of Suggestions window appears Use the suggestions if you need them The note appears in the Notes tab with a timestamp 4 To edit a note select the note right click to bring up the local menu and then click Edit 5 To delete a note select the note right click to bring up the local menu and then click Delete Track daily interactions with the contact on the History tab This tab has an extensive notes field and is easy to sort and search About the Referrals Tab Referrals create a link between two contact records in the database When a prospect is referred to a salesperson a record of the referral is maintained here After you establish the link jump to the linked contact record by double clicking on a referral record The tab contains Date Date created Referral Name of the company linked to the referral record Reference Detailed
311. t the percent probability of success Stage Type or select the stage the opportunity is beginning at This field commonly defaults to 10 Initial Contact Source Type or select the source of the opportunity from the F2 Lookup list Start Date Type or select the starting date from the F2 graphical calendar 0000000 Close by Type or select the ending date from the F2 graphical calendar Click Next 7 At the Influencers dialog box click New Edit or Delete and complete the appropriate window 8 Click Next 9 Atthe Finish dialog box complete these fields O Manager Select the user or user group in the drop down list O Probability Type or select the percent probability of success from the F2 Lookup list O Forecast The field auto populates based on data entered in the Forecasted Sales dialog box 136 Opportunity and Project Management GoldMine User Guide O Close by Select the closing date from the F2 graphical calendar 10 Click Finish The opportunity is added to the upper pane of the Opportunity Manager GoldMine User Guide Opportunity and Project Management 7 Using the Project Manager The Project Manager enables you to oversee complex projects involving many components Use the following procedure to open and use the Project Manager 1 Select Go To gt Projects 2 At the Project Manager window use the icons on the toolbar to perform general actions and the local menu for other actions 3 To create a project ri
312. t to keep others from seeing the occasion on the Pending tab O Link to Contact Select to link the occasion to the contact record and display on the Pending tab Click the Date Span tab In the When area select the starting Date from the F2 graphical calendar and type or select the number of days in the Duration x day s field To place an alarm on the occasion select Before x day s and type or select the number of days Inthe Occurs area select the frequency of the occasion in the Every x year s field and select one of the following 12 13 14 By Specific Date Select the month and day in the drop down lists By Day of the Week Select the week of the month day of the week and month in the drop down lists Click OK to close the window and add the occasion to the calendar Occasions are linked to contacts but not displayed on the contact record until an activity is scheduled from the GoldMine Occasion Alarm dialog box appearing at the time specified on the Date Span tab 10 11 For more information about removing occasions see Deleting an Occasion on page 64 Deleting an Occasion Click the Day or Week tab at the bottom of the Calendar Right click the Occasions name in the Occasions area and then select Delete from the menu TIP You can also remove an Occasion by opening the Contact Details Edit gt Record Properties gt Contact Details and then clicking the Delete button on the Occasions tab Click Yes to
313. t word2 178 Universal Search GoldMine User Guide About Filters and Groups To create a subset for longer term use build a filter or group Both options create subsets based on selected criteria but differ in how they handle these subsets e Filters see page 179 e Groups see page 180 How Groups Differ from Filters see page 180 Filters GoldMine s filters are based on Boolean expressions logical statements that have 2 possible outcomes true or false When activating a filter the entire database evaluates based on the Boolean expression The contact records matching the Boolean expression are selected The filter ignores records that do not match NOTE GoldMine contains a filter generator that builds a search expression based on menu and browse window selections Filters operate on the entire database Example For a project or campaign you decide to work with your corporate clients located in Los Angeles You create this Boolean expression Contact1 gt City Los Angeles A Boolean expression consists of 2 parts operators and operands Operands act as the data to be evaluated while the operator determines the comparison method deciding whether the statement is true or false In the example the operands are City and Los Angeles and are equal to the operator When this filter is activated pressing PAGE UP and PAGE DOWN displays only those contact records in the database that are evaluated as true for this sta
314. tMail queued Internet e mail messages 00000000 O Date Date activity is scheduled for completion Time Scheduled time of the activity User Name of the user for whom the activity is scheduled Code Activity code or other identifier that categorizes the activity Reference Reference information entered for the scheduled activity Follow up Close deal Activities Local Menu The Activities local menu allows you manage scheduled activities in the Pending tab and Activity list For example you can schedule an appointment or complete a call The local menu contains the following Schedule Lets you select a particular activity type to schedule Zoom Opens the activity Zoom dialog box allowing you to view complete or delete an activity Complete Completes the selected activity Reply Opens the Reply to an activity dialog box and then lets you send e mail to the user regarding the activity Options Allows you select Auto Update or Filter Find Opens the Find dialog box allowing you to search for a particular activity record Output to Allows you to select Printer Word Excel Clipboard or Calendar file for output options Delete Removes the selected activity without creating a history record Edit Opens the Schedule an activity dialog box allowing you the edit the information NOTE The Preview Pane can be used in place of the Zoom command on the context menu 162 About the Pending Tab GoldMine User Guide Abou
315. tacts and scheduled activities build a filter or group containing the contacts associated with the sales territory to be realigned If no filter or group exists create one now By default GoldMine tracks and stores the filtered records included in the last synchronization session s transfer set for a remote site based on the Territory Realignment By performing this filter qualification process GoldMine automatically includes records with changes affecting Territory Realignment in the current synchronization session This ensures the remote sites update on the next synchronization Using the Territory Realignment Wizard The Territory Realignment Wizard reassigns contacts and scheduled activities To Open the Territory Realignment Wizard Select Tools gt Data Management gt Territory Realignment 2 At the Territory Realignment Wizard click Next 3 At the Filter Selection dialog box select the filter or group in the drop down list To change the filters or groups to those of a different owner select lt Filters of gt or lt Groups of gt O At the Select a User dialog box select the user in the drop down list and click OK to return to the filters and groups drop down list 4 Select the filter or group and click Next 5 At the Replace dialog box replace the data in up to two fields and change the owner in the third 6 Inthe Replace drop down list select the field to replace In the with field type or select the value to appear
316. te a team member click on the team member and then click Delete 8 Click on the Task tab and complete the tasks properties as needed O adda task click Add and complete the New Task dialog box O To edit a task double click on the task or select the task and click Edit O To mark a task Complete click Complete and at the Complete Task gt Options section select or type 100 in the completed field O To print a task select the task and click Print gt Print O To delete a task select the task and click Delete 9 Click on the Attachments tab and add attachments as needed O To add an attachment click Add and complete the New Attachment dialog box O To delete an attachment click on the attachment and click Delete O To view an attachment click View 10 Click on the Resolution tab to add resolution information to the case as needed O To add a note click Add Note and type the note in the workspace O To search the Knowledge Base click Search Knowledge Base O To delete a Knowledge base entry click Remove Knowledge Entry 11 When an activity or task has been completed it is moved from the Pending or Tasks tab to the History tab Click on the History tab and double click on an activity or task to view additional details about the history of that item 12 Click on the Contacts tab to view the contacts associated with this case To Customize the New Record Tabs After completing the new record customize the tabs for the
317. ted with the specified case number e Contact Contact information for the company associated with the specified case as a link you user can to navigate to the Contact record Template Select the desired template for the specified case Category User defined Category to which this case is assigned Category is an F2 Lookup Field and can be saved as part of a template Type User defined Type for specified case Type is an F2 Lookup Field and can be saved as part of a template Origin User defined Origin of specified case Origin is an F2 Lookup Field and can be saved as part of a template Priority User defined Priority assigned to the specified case Priority is an F2 Lookup Field and can be saved as part of a template e Offering s User defined product or service for the specified case Offering s is an F2 Lookup Field and can be saved as part of a template e Subject A basic subject that summarizes the service issue Service Center GoldMine User Guide 214 Description A detailed description of the service issue Status The current status of the specified case Can be Open Assigned or Reassigned or Resolved Owner The user to whom this case is assigned Submitted The date and time when this case was created expressed in the MM DD YYYY HH MM SS format MM DD YYYY is the month date and year when the case was created and HH MM SS is the hour minute and second when the case was created Deadline The date when this case
318. tement The filter evaluates each contact record If the record does not meet the condition s of the statement GoldMine continues to the next record and repeats the process to find a contact record that does meet the conditions GoldMine then selects the record The filter shrinks your database to present a subset of only those contacts with addresses in Los Angeles By constructing Boolean expressions build and maintain an unlimited number of filters to categorize the records in your database To Access Filters 1 Select Tools gt Filters The Filters and Groups window opens 2 Select the Filters tab 3 At the View Filters drop down list select a user name Each filter associated with that user name lists alphabetically by the Filter Name assigned when it was created Activate Release Delete or create a New filter GoldMine User Guide About Filters and Groups 179 Groups A group is a fixed set of records that meets a specified set of conditions and allows instantaneous access to member records To Access Groups 1 Select Tools gt Filters The Filters and Groups dialog box appears 2 Select the Groups tab The upper pane lists the groups owned by the user The lower pane lists members of the group highlighted in the upper pane GoldMine orders member records by the Sort code defined while building the group How Groups Differ from Filters Working with groups can be more efficient than applying a filter When you activate
319. terature request right click and select Edit The Schedule a Literature Request dialog box appears About Telemarketing Scripts Using GoldMine s branching scripts see Using Telemarketing Scripts on page 111 a user can gather information by working through a series of interactive questions Branching scripts organize questions in a flowchart type format Use scripts to automate a variety of tasks such as guiding telemarketers through sales calls collecting survey information and training new salespeople Branching scripts are GoldMine s version of online questionnaires With a branching script telemarketers can deliver structured information to a prospect and based on the prospect s response work through a predefined dialog of related information Additional information can be designed to answer the customer s anticipated inquiries or provide requested information 50 an accurate response to the customer s needs is readily available Each script question can contain an unlimited number of possible answers and each answer can branch out to a different question A script can contain up to 99 questions While the script is being executed information on the prospect s responses can be saved in the Notes field of the active contact record or placed directly into one of the fields of the contact s record Once this data is entered filter expressions can be used to select contacts who responded similarly to script questions
320. the Case Details tab see About the Case Details Window Detail View on page 216 Refresh Updates the page information Delete Deletes the currently selected Case Reassign Click this button to open the Reassign Case dialog box where you can assign a case to a new service representative or reassign an existing case to a new service representative see Reassigning a Case on page 228 Escalate Click this button to open the Escalate Case dialog box where you can escalate the specified case priority see Escalating a Case on page 229 Resolve Click this button to open the Resolve Case dialog box where you can mark a case as Resolved and enter resolution notes for that case see Resolving a Case on page 230 Abandon Click on this button to mark a specific case Abandoned and enter resolution notes for that case Templates Select from drop down menu O Save as Template Open the Manage Case Templates dialog with the previous saved template see Creating a New Template on page 226 O Manage Templates Open the Manage Case Templates dialog with predefined values not populated see Managing Templates on page 227 Analyze Click this button to open the Case Management Analysis dialog box where you can filter performance data by user You can also export this information to a Microsoft Excel spreadsheet or Microsoft Word see Creating a Performance Report for a Case on page 230 Customize Click this button to customize t
321. the Relationship Creating Relationships Relationships are linked to the specified contact record The relationship s name is taken from the Company field of the selected contact record Create up to 5 subsidiary levels under each organization and link contacts to any section Use the following procedure to create a relationship 1 Atthe Relationships Tab right click and select Create a new Relationship if the pane is empty or Look Up a Relationship The New Relationship Tree Options dialog box appears 2 Select from the following options as needed O Lookup another contact and create a Relationship Launches the Contact Search Center and lets you add a new Relationship to another contact record O Create a Relationship based on Creates the Relationship based on the current contact Record 3 Add sections and contacts to existing relationship trees Adding Contacts To Existing Relationship Trees You can create a new contact and add it to an existing company These contacts display on the Relationship tab Use the following procedure to add contacts to an existing relationship tree 1 Atthe Contact list view double click on a contact At the Detail view for the contact click on the Relationship tab if not selected 2 Right click on the relationship tree and select New Contact 3 add an existing contact select Lookup an existing contact and add it to section Double click on the name to be added 4 Tocreate anew conta
322. the code by which you categorize the correspondence 9 Type or select the Result code from the F2 Lookup list This is a completion code by which to categorize the outcome of the correspondence NOTE You can use result codes to analyze specific completed activities For example enter SDM as the result code whenever you send out a demo or sample 10 Select the completion Date in the F2 graphical calendar 11 Select the Time in the F2 graphical clock 12 Type or select the Duration in the F2 Lookup list 13 nthe Success drop down list select Successful or Unsuccessful 14 In the Notes field type or append added notes 15 Select Schedule a Follow up and the type of follow up Call Appt Next Action and so on in the drop down list and then click OK 50 Activities GoldMine User Guide About GoldAlarm The GoldAlarm runs the alarm options in GoldMine even when you are not logged into the application When scheduling an activity you can select the Alarm option Configure alarm settings by completing the User Preferences gt Alarm tab to pop up a window or post the alarm on the taskbar For the procedure to set GoldAlarm see Setting Options for the Alarms Tab on page 34 Place GoldAlarm icon on my desktop Lets you run the GoldAlarm exe The GoldAlarm monitors alarmed activities and notifies you even when GoldMine is closed Run GoldAlarm when Windows starts Runs the GoldAlarm exe when Windows starts When GoldAlar
323. the contact does not publish his or her free busy information the contact s busy time displays the message Internet Free Busy information is not available click here for help Use the Add Free Busy URL dialog box to can add the URL where the contact s free busy time is published The URL you add in the dialog box is added to the contact s Edit gt Record Properties gt Contact Details gt Free Busy tab 4 The Scan Settings area initially displays a Start Date End Date and Duration The values in these fields default to the values specified on the Detail tab To expand the busy time display select new beginning and ending dates using the F2 graphical calendar and click Refresh 5 If you have not scheduled the activity for a time compatible with all attendees configure the Scan Settings and then locate a suitable time In the Scan Settings area configure O Proposed date Select the new proposed date from the F2 graphical calendar O Time Select the new proposed starting time for the activity from the F2 graphical clock O Duration Shorten or lengthen the activity duration Shortening the time might make it easier to find a mutually compatible meeting time O Refresh If you select Refresh Only the date and time update If you select Reset and Refresh select an End date for the period of time to be scanned 6 If you are looking for a compatible time and use the Find Time scan option select dates and the activity duration and click Find
324. the message for example Reply Forward and so on You can also read retrieved e mail by navigating to the local menu in the Activity List or Pending tab of the contact record and the selecting Read In the view window of the Navigation Pane click an account in your Online folder to check internet e mail or open the Outlook folder to manage Outlook messages 10 11 Linking E mail Messages to Contacts You can attach e mail messages to contacts using the Attach E mail to Contact dialog box Use the following procedure to link an e mail to a contact Select Go To gt Mail In the E mail Center move messages to the Inbox or right click and select File The Attach E Mail to Contact dialog box appears displaying the sender s Internet account name return address subject of the message and the VCard name if there is one If the message was sent with a VCard select Use the VCard information if you create a new contact based on the VCard information For an unlinked message select one O Find an existing contact and link this message to it Use the Contact Search Center to select a contact GoldMine will associate the message and VCard file with the selected contact O Create a new contact and link this message to it Uses the VCard information to create a contact and displays the Read E mail dialog box GoldMine will associate the message and VCard file with the selected contact O Find an existing contact create a new addit
325. the top of the window For more information on using the Contact Search Center see Searching for Contact Records on page 168 O To create a case from a new contact click New Contact and complete the New Record dialog box The Service Center window opens and the new case appears with a system generated case number in the Case Number field Depending on the case some fields also might be system generated Complete each field by clicking next to the field and either entering text in the field box or selecting values by clicking the down arrow on the box NOTE As the user you or your administrator define the values in the drop down box using F2 Lookup If you have not created any values no values will appear Click on the Pending tab and schedule activities as needed For more information on the Pending tab see Scheduling Activities on page 39 Click on the Notes tab and then click Add Notes Type any notes you have in the workspace as needed and then click the Save icon in the top left side of the Notes workspace Service Center GoldMine User Guide 1 2 224 7 Click on the Team tab and complete the team information as needed O To add a team member click Add At the Add Member dialog box select a user from the drop down box and type in the user s role in the Role field O To edit a team member either double click on the team member or click on the team member and click Edit and then make the changes O To dele
326. ther Sender or First Recipient from the submenu GoldMine User Guide Outlook Integration 247 Unlink an E Mail from a GoldMine Contact If you do not want the message linked to the current Contact you can unlink the message 1 In Outlook select the linked message you want to unlink 2 Inthe GoldMine Panel click the Unlink This E mail From icon 3 The message is unlinked and is now available to link to other Contacts NOTE You can also click the Link to icon and select Search For GoldMine Contact to Relink Message To to unlink the message and then relink it to a different Contact in GoldMine Sending E Mail Messages Sending e mail with GoldMine s Outlook Add in adds enhanced functionality to the composition dialog box You can choose to link the e mail to a GoldMine Contact and use a GoldMine template to help create the message of your e mail e To Link a New Message to a GoldMine Contact see page 248 To Search for a Contact Record see page 248 To Select a Regarding Option for a New Message see page 248 To Use an E Mail Template for a New Message see page 249 To Link a New Message to a GoldMine Contact When composing a new e mail you can choose to link the message to the active Contact search for a Contact or not link the message These options are available in the Link this e mail to drop down list above the body of a new message e Not Linked allows you to compose an e mail without linking it to a G
327. ties Today Today s activities Tomorrow Tomorrow s activities Day After Day after tomorrow s activities This Week This week s activities Next Week Next week s activities Last Week Last week s activities This Month This month s activities Next Month Next month s activities Last Month Last month s activities This Year This year s activities Next 7 Days Activities scheduled for the next seven days Past 7 Days Activities scheduled for the last seven days 30 Day Window Displays the current 30 days GoldMine User Guide Activities 53 Using the Activity The Activity List displays activities as a categorized list Control actions to perform on activities through the local menus NOTE If you have a filter activated in the Activity List the filter has to be release and then reactivated to view updated data Use the following procedure to use the activity list Select Go To gt Activities or select Activities from the Navigation Pane The Activity List appears Select an activity from the View Window see View Window Activity List on page 55 or the browser in the Navigation Pane see Navigation Pane on page 25 The activities are Open Activities gt Actions Display open Actions for this user Appts Display open Appointments for this user Calls Display open Calls for this user Events Display open Events for this user Forecasts Display open Forecasted Sales for this user Others Di
328. ting request Outlook sync will remove that user from the list of users in GoldMine appointment and then delete a corresponding appointment from the user s calendar As a result there will be no mis match of appointments between the Outlook and GoldMine calendars NOTE GoldMine does not support Contacts linked to an Meeting appointment only Attendees For detailed information about how to schedule Meetings in Outlook refer to the Microsoft Outlook Online Help installed with the product Outlook Contacts The Outlook Contacts panel contains a list of all of your Contacts and contains the following e Contacts originally created in Outlook e Outlook Contacts linked to an e mail address in GoldMine e GoldMine Contacts brought in to Outlook during synchronization Contacts created in Outlook can be linked to a GoldMine e mail address or used to create a new Contact record in GoldMine All of the details of the Outlook Contact are used to create the new GoldMine Contact record such as name address and contact information Any changes made to the Contacts whether in Outlook or GoldMine are updated in both applications during synchronization About Editing an Outlook Contact Record After Synchronization If you open and edit an Outlook Contact Record after the synchronization process ends which included this Outlook Contact Record then the following error message appears The item cannot be saved because it was changed by another
329. tion Appointment Event Forecasted Sale or Other Action 2 Inthe Schedule lt an Activity gt dialog box click the Recurring tab 3 In the Date Range area set the start date and time O Start date First date to schedule the recurring activity When the recurring activity is weekly or bi weekly the day of the week this date falls on is the day of the week all subsequent activities fall on O Start time The starting time to the activity 4 In the Date Range area set the end date and time O End date Last date to schedule a recurring activity GoldMine only schedules an activity on this date if it falls on the correct day as determined by the schedule frequency GoldMine does not schedule activities after this date The End time field is only available when the Hourly option is selected in the Occurs area O End after This option allows you to select the number of occurrences of the activity before ending the recurrence O No end date Check this option if there is no end date to the activity recurrence 5 Inthe Occurs area select an option and then complete the respective options in the area to the right 6 The Remove Recurrence button resets and clears all recurrence settings for the activity 7 Click Schedule to save and close the dialog box GoldMine User Guide Activities 43 Scheduling Activities Based on Series If you want to schedule a series of activities with individual contacts for an activity follow the steps
330. tion of GoldMine using a D License and a dBASE database GoldMine Business Contact Manager Corporate Edition An installation of GoldMine using an E License and an optional SQL database Includes GoldSync GoldMine e mail E mail message to another GoldMine user or user group GoldMine files The tables storing other database information Also referred to as GMBase files The GoldDir line in the GM ini points to the shared GoldMine files GoldMine link to Excel Creates a link between GoldMine and Excel allowing you to add GoldMine fields to Excel or export data from Excel to GoldMine GoldMine link to Word Creates a link between GoldMine and Word allowing you to add GoldMine fields to a Word document or template GoldSync Server A computer that handles the synchronization processes GoldSync Service Runs the GoldSync application in the background without requiring a user to launch GoldMine Group Fixed set of contact records that meet an initial set of conditions Once selected member records subsequently have instantaneous access to the subset Alternate method to filters of maintaining a subset of data History tab Completed activities associated with the Contact Record HTML HyperText Markup Language The authoring language used to define the structure and layout of a Web document by using a variety of tags and attributes Hyperlink An element in an electronic document that links to another place in the same docume
331. tive the Sort Field you selected takes precedence Sorting Orders the records in the files tables by the most used indexes Summary tab Displays activity information about the current Contact Record Synchronization GoldMine s remote synchronization is a process that can update one GoldMine system with new or changed information that has been entered in another GoldMine system SyncStamp Contains the time and date when the record was last successfully retrieved during synchronization SysDir Used in the GM ini it specifies the location of gnw6 exe 266 Glossary GoldMine User Guide Task group A group of task items on the GoldMine Taskbar Task item An item on a taskbar that launches an action Taskbar Frequently used GoldMine Menu commands and macros links to documents and files and a quick step for launching applications and web sites Tickets tab Displays tickets from HEAT Call Logging when GoldMine HEAT integration is installed Tlogs The general name for the two types of logs ContTlog and GMTlog They track date and time stamps for changes to fields and the synchronization of the data Transfer set A database of all the changes made to Contact Records during a specified time frame The database with the changes is sent to other GoldMine locations and retrieved updating that database with the new information Transformation sheet A language for transforming XML documents into other XML documents T
332. tive on the screen 1 Atthe Contacts list view select Window gt New Contact Window A new contact window appears with the same information as the first contact window 2 Scroll through the contacts If you have a large amount of contacts use the Contact Search Center or the Universal Search to locate the contact Each new contact window you open is a duplicate of the active window Deleting Contact Records You can delete contact records from your database using the Delete option or the Delete Wizard To use the Delete Wizard you must have Master Rights For more information see Using the Delete Wizard on page 157 To delete all or part of a record the record must be active on the screen and you must have both Delete and Edit Tab Folders permissions Use the following procedure to delete a contact record 1 Select the contact record to delete 2 Click Delete in the Contact toolbar 3 At the Delete contact record dialog box select an option NOTE By default all checkboxes are selected Review selected boxes before selecting Delete You cannot undo deletions GoldMine User Guide Printing Contact Records 155 O Delete the selected contact record Deletes the current contact record including its related additional contacts detail entries and referrals History records for the contact are not deleted but become unlinked activities O Delete contact s scheduled activities Deletes all pending activities for the c
333. to GoldMine Action GoldMine Outlook Configuring user free Tools gt Options gt Calendar gt More Tools gt Options gt Calendar Options gt busy settings Options gt Free Busy ifb Free Busy Options vfb See the Outlook online Help for more detailed information Initializing user free Automatically Automatically After the Free Busy busy publishing After the Free Busy tab is configured Options are configured Outlook GoldMine begins publishing based on a begins publishing based on a specified specified time time Manually Web gt Publish Calendar gt Publish Free Busy Times Reading a contact s Select contact record and then Edit gt Select Contact and click the Details published free busy Record Properties gt Contact Details gt tab Complete the Internet Free Busy time Free Busy tab ifb Address Scheduling based on Select Schedule gt Select activity and In Calendar select Actions gt Select free busy times configure Detail Resources and Free activity Select Attendee Availability Busy Click Options and select Show gt Invite Others Select contact with Contacts published free busy information Distributing your free Copy and paste the URL into an e mail Add to the Details tab of your Contact busy URL to others message to send to a contact record and save as vCard vcf When you send a vCard with your signature the free busy URL is included Scheduling Based on Contact s Free Busy Times NOTE
334. to a contact filter or group appear differently in GoldMine and Outlook In GoldMine an entry appears for each contact returned by the filter or group on the GoldMine Calendar In Outlook a single entry appears for the appointment on the Outlook Calendar but the Subject line of the appointment includes the text lt username gt Multiple contacts where lt username gt is the name of the user that scheduled the appointment GoldMine User Guide Activities 39 O Create a new contact opens the New Record dialog box see Creating a New Contact Record on page 151 3 Ifyou want to maintain the connection between the activity and the contact check the Link to selected contact box Clearing this option removes the contact s name from the contact text box and does not link to any contact 4 In the Reference field type a reference line or select an entry from the F2 Lookup list 5 In the Notes field type related notes Enhanced text options such as bold italics underline font color and spell checker are allowed TIP To change settings in the GM ini file to display all activity Notes as simple text rather than HTML in the GoldMine section type HTML_Cal_Notes 0 to disable the HTML Notes or contact your system administrator 6 In the Options area configure O Activity changes the type of activity to schedule without restarting the process O Code identifies the activity from the F2 Lookup list O Color specifies the activity
335. ton to search for a contact with that value NOTE If your search returns no entries you can click the Create button to open the New GoldMine Company and Contact dialog box to create a new contact to link the e mail 252 Outlook Integration GoldMine User Guide You can also link an Outlook Contact from the Outlook Mail window see Linking E Mail Messages on page 246 Create a New GoldMine Contact from the Outlook Contact If you have an Outlook Contact that is not part of your GoldMine Contacts you can add the Contact from Outlook to GoldMine To create a new GoldMine Contact from one of your Outlook Contacts follow the procedure below To Create a GoldMine Contact from an Outlook Contact 1 In Outlook open your Contacts List by either clicking the Contacts navigation button or from the Go gt Contacts menu option 2 Locate the desired contact on the list 3 In the GoldMine pane click the Create a new GoldMine contact for lt ContactName gt The New GoldMine Company and Contact dialog box appears All of the contact information you have entered in Outlook as mapped and assigned to the correct fields in GoldMine 4 Check the following options as needed O If you want to check for any duplicates in GoldMine check the appropriate Duplicate Checking options O Ifcompany matching that of the contact is found and you want to create a relationship with this contact check the Create Relationship if company match is found option O If y
336. trieve 3 The POP Password dialog box appears if you do not have your Internet e mail password configured in the Internet tab of your User s Options 4 Type the Password and click OK GoldMine downloads the waiting e mail from your POP3 server e mail account GoldMine User Guide Contact Communication 99 Read and process your e mail while connected online or move it to your GoldMine Inbox and disconnect from your 6 mail server To read e mail in the E mail Center double click the message NOTE When you move messages from Online to Inbox the Attach E mail to Contact dialog box appears Select how to link messages to contacts To process the message right click the message in the E mail re text box and select Actions You can also read retrieved e mail by selecting Read from the local menu in the Activity List or on the Pending tab of the contact record Configure e mail settings by selecting Tools gt Options The User s Options dialog box opens Select the E mail tab After the e mail options have been set retrieve internet or Outlook e mail messages manually or automatically in the E mail Center Select Go To gt Mail The E mail Center opens In the view window of the Navigation Pane click an account in your Online folder to check internet e mail or open the Outlook folder to manage Outlook messages To process the message right click on Action You can select any option depending on how you want to process
337. ts you format the text in a pleasing display and add Internet hyperlinks and graphics 4 Click Save Knowledge Base Topic Text Local Menu To open the Knowledge Base topic local menu right click in the right pane of the Knowledge Base window The menu options are Save Saves the page you have created Cut Cuts the highlighted text Copy Copies the highlighted text Paste Pastes copied text to the location of the blinking cursor Delete Deletes highlighted text Select All Selects all the text on the page Font Sets the font style type and size Paragraph Sets text alignment on the page Style Sets the text style including format heading definitions Insert Select the following Insert Picture Select this option and the Picture dialog box opens Browse to a saved file or type the hyperlink to a web based picture Insert Link Select this option and the Hyperlink dialog box opens Select the file type to link and type the URL Spell Check Select this option and the Check Spelling dialog box opens Save as File Saves the HTML page you created as a separate file Print Prints the page Edit HTML Source Toggles the display from your formatted WYSIWYG to HTML source code Edit the document in the HTML source code WYSIWYG means What You See Is What You Get A WYSIWYG display allows you to see on the screen exactly what will appear when the document is printed e HTML means HyperText Markup Language The autho
338. tunity project or case linked to the contact select them in the Regarding drop down gt add the message to an opportunity project or case that is not linked to Contact yet click New and then select New Opportunity New Case or New Project The New Opportunity New Case or New Project dialog box appears Private For users retrieving the message using GoldMine this option restricts viewing code reference and notes about the message to the user who created the message the recipient and any users with Master Rights In the Calendar other users can see the activity but cannot display details in an activity zoom RSVP GoldMine e mail only not available for Internet e mail Track task delegation GoldMine notifies you when the message is completed or deleted by the recipient by creating an RSVP message in your Activity List GoldMine assigns a Result code to each RSVP activity The Result code Cmp on the RSVP activity indicates the original activity was completed The Result code Del indicates that the original activity was deleted by the assigned user Alarm Sets up an alarm for the message When a message is set to alarm GoldMine alerts the recipient that a message arrived if the message is retrieved with GoldMine Send a copy of the attached file s to GM recipients Sends a copy of an attached file when you send an e mail to a GoldMine user To include Calendar and History information with your message click Queue Ca
339. tures and enhancements in GoldMine Premium Edition Select one of the headings below to view a list of related topics Administrator Topics GoldMine Administrator Guide Getting Started User Administration Contact Management Administration Contact Communication Administration Data Maintenance and Management Dashboards Management Web Import Customizing GoldMine Record Types Plug Ins Reporting Automated Processes Synchronization Server Agents F2 Lookup Lists My GoldMine Knowledge Base GoldMine Plus for Microsoft Office Outlook Integration Administration Google Apps Integration Administration Mobile Settings Licensing Integration User Topics GoldMine User Guide Getting Started QuickStart Wizard Dashboards Activities Calendars Contact Communication Sales Management Opportunity and Project Management Contact Management Marketing Tools Service Center Knowledge Base Outlook Integration GoldMine Mobile Edition Features GoldMine User Guide GoldMine User Guide 14 QuickStart Wizard Overview The QuickStart Wizard allows you to access and configure basic operations and tools to work with GoldMine The QuickStart Wizard contains a set of individual wizards you access in one central location to ensure you configure key operations User information Configures personal information for users such as name and title See Using the User Information QuickStart Wizard on page 15 U
340. ty project after synchronization IMPORTANT Influencers contacts for projects team members and competitors associated to a To Create a Filter 1 Select Tools gt Filters The Filters and Groups dialog box opens 2 On the Filters tab click New The New Filter dialog box opens 3 On the Properties tab type the name of the filter in the Filter Name field 4 Select the filter Owner in the drop down list 5 Enter the filter expression in the Filter Expression field For more information see Filter Expression Operators on page 183 GoldMine User Guide Working with Filters 181 6 Click the radio button to indicate how to enter the filter expression O in English O dBase Exp O SQL Query 7 To edit an expression click Edit and at the Edit Expression dialog box make your changes 8 Click the Build tab and at the Field name field select the field name in the drop down list O Select the Operator in the drop down list O Type the Value in the text box or select a value from the F2 Lookup to specify the comparison value O Click Insert Condition The expression you constructed is inserted in the large text box O Click AND or OR to insert a Boolean operator and then construct the additional expression using Field Operator and Value Click OK to return to the Filters and Group dialog box 182 Working with Filters GoldMine User Guide 9 Select Optimize to improve the performance of a filter with a Sort field 10
341. ulfilled when using the Print FAX Server Agent to send the document immediately or remove it from the queue use the Queued Documents area of the Literature Fulfillment Center Use the following procedure to fulfill or reject queued documents 1 Select Go To gt Literature 2 At the Literature Fulfillment Center select your name in the User drop down list to view requests assigned to you 3 Select the Queued Documents date or date range for the request The queued document appears in the upper right pane 4 Highlight the document and right click Select options in the local menu 5 fulfill the print or fax request right click and select Fulfill The document will print or send depending on the settings configured 6 reject the request right click and select Reject 7 Atthe Rejection of Queued Document dialog box type or select the reason in the F2 Lookup list Fulfilled requests are written to the History tab the request appears in the Printed Documents area of the Literature Fulfillment Center Editing Scheduled Literature Requests Use this procedure to edit a Literature Request assigned to you 1 Select Go To gt Literature Fulfillment 2 At the Literature Fulfillment Center select your name in the User drop down list to view requests assigned to you 3 Select the Literature Requests date or date range for the request to act on The literature request appears in the upper right pane 4 Highlight the li
342. ull down menu The set of record types available depends on the configuration of your GoldMine system To create a new contact record with a new contact or company select Plain contact record GoldMine User Guide About Creating Contact Records 151 3 Click in the area right of each field name and in the dropdown box select or type the information for the field Company Type in the name of the organization for this record required field Contact Type in the first name of the primary contact at the company required field Last Type in the last name of the primary contact at the company Prefix Select the prefix Mr Mrs and so on of the primary contact at the company Dept Type in or select the Department designation of the primary contact at the company O0O0000 Title Type in or select the title designation Account Manager Consultant and so on of the primary contact at the company Source Type in or select the source of the contact for example Phone book newspaper and so on Record type Type in or select the type of record for example EU Customer Press and so on Industry Type in or select the industry of the primary contact for Phone 1 2 3 Type in the telephone number s for the primary contact 0000 NOTE To enter international telephone numbers click the International Phone Format checkbox If you leave this field blank GoldMine applies United States and Canadian formatting to the telephon
343. updating Allows you complete or delete many activities or resources Bcc Blind Carbon Copy A copy of a message usually e mail is sent to a recipient that the main recipients cannot see BDE Borland Database Engine Serves as a connector between GoldMine and the databases Break fields Break fields manage the grouping of information determining how multiple entry information such as Details Calendar and History is displayed in a report template The break field ensures that all the details or calendar entries are grouped together before moving on to the next contact record Break fields can only be used in Sort Headers 262 Glossary GoldMine User Guide Calculated field Field containing a mathematical expression rather than data Cc Carbon Copy Used in e mail messages memos and letters Character string Any series of alphanumeric characters including spaces that are treated as a group Cloning The process of copying a user or report settings and configurations in order to quickly create a new user or report CommonDir Used in the GM ini the CommonDir specifies the location of your default contact files Contact files The tables storing a database s contact information Also referred to as Common files The CommonDir line in the GM ini points to the default contact files Contact record Standard unit of information in GoldMine GoldMine s contact record incorporates standard information such as name comp
344. ures price lists and other mass printed documentation to one or more contacts Q Q Q Q GoldMine User Guide Sales Management 131 O Forecasted Sales Scheduled activities indicating the anticipated close date of a pending sale with one of your contacts O Other Actions Miscellaneous activities falling outside the other activity categories defined in GoldMine O To do Priority ranked activities without an activity date appear on a separate To do list rather than the date based Scheduled Activities windows NOTE By default GoldMine does not link To Do activities Each To Do activity is forwarded daily O Event Date specific activities scheduled for one or more days such as conferences and conventions 6 Select Reassign unlinked activities to include the user s scheduled activities not linked to a contact record 7 Click Next and then click Finish 132 Sales Management GoldMine User Guide Opportunity and Project Management Overview Sales processes often involve multiple contacts and multiple organizations GoldMine offers two systems for handling the processes e Opportunity Manager Lends itself to a complex sales process involving a group of users working as a team with multiple organizations and contacts The sale might involve multiple products or services as a package deal where the customer purchases a part of the package but renegotiates other parts into a different package The Opportunity Manager window conta
345. urrent contact O Delete contact s history records Deletes all history of activities for the current contact record Since the same history file is used for viewing the Completed Activities history for a specific user deleting the history of a contact record affects the activity analysis statistics for all the users who have completed those activities NOTE E mails are not deleted but only unlinked This is valid for pending e mails scheduled and also for filed e mails history O Delete contact s opportunity project records Deletes all opportunity and or projects linked to a contact These records are removed from the Opportunities tab and or the Projects tab Selecting this option does not delete the opportunity or project from the Opportunity Project Manager O Delete contact s cases Deletes all cases linked to an opportunity O Synchronize this record s deletions Lets deletions associated with this contact record be synchronized with remote sites 4 Click Delete GoldMine deletes the contact record 156 Deleting Contact Records GoldMine User Guide Using the Delete Wizard To update your contact database by deleting some or all calendar records history and or contact records use GoldMine s Delete Wizard to reduce the possibility of an unintentional deletion NOTE Only users with Master Rights can access the Delete Wizard Use the following procedure to delete records with the Delete Wizard 1 Select Tools gt D
346. ustry Solution template 9 Click Next 10 Click Finish to being the installation 11 When the installation is complete a message appears that states the fields are updated and need to be rebuilt 12 Click OK TIP To see the changes rebuild the database log out and log in to GoldMine Using the Key Fields QuickStart Wizard GoldMine indexes the five Key fields making them excellent fields for data you retrieve or filter on often Assign field labels using this wizard Use the following procedure to configure key field customization with the Key Fields wizard 1 Select Tools gt Quick Start Wizard 2 Atthe GoldMine QuickStart Wizard dialog box click the Key Fields Wizard button The Welcome screen of the QuickStart Wizard Key Fields Customization dialog box opens 3 Click Next 4 Atthe Update Key Field Label Names dialog box In the Name in Database column the field names Key1 through Key5 are listed O The Current Label column displays the current field name O Inthe New Label field type the necessary changes for each field names The Current Label corresponds to the local label for the field If the field does not have a local label the Current Label column displays the global label GoldMine User Guide QuickStart Wizard 17 5 Click Finish 6 Atthe GoldMine message click Yes To see the updated Key field labels log out of GoldMine and back in Using the Postal Codes QuickStart Wizard You can import over
347. vice processes review to do lists calendar inbox and progress toward Sales objectives and view Forecasts and Appointments NOTE For details on managing the Dashboards see Dashboards Management Follow the links below to learn more about using Dashboards in GoldMine Choosing a Predefined Dashboard Dashboard Designer Predefined Dashboards Choosing a Predefined Dashboard Dashboards are made available by clicking the Dashboards button on the Navigation Pane see Navigation Pane on page 25 The list of available Dashboards both predefined and customized is displayed in the panel on the left above the Navigation buttons When you open the Dashboards module the most recently viewed Dashboard displays by default GoldMine comes with several Dashboards already setup for you based on typical use cases see Predefined Dashboards on page 33 Management O Activity Dashboard O Activity Summary Dashboard O Case Dashboard O Lead Dashboard O Management Dashboard Sales O Forecast Dashboard O Opportunity Dashboard O Sales User Dashboard GoldMine User Guide Dashboards 31 Dashboard Designer The Dashboard Designer is used to manage your Dashboards You can use the Dashboard Designer to edit existing Dashboards create new Dashboards and delete unwanted Dashboards The Dashboard Designer has several main components Dashboard Canvas The Canvas displays the Dashboard s main frame and all of its parts Grid points on
348. w Group dialog box enter text or use F2 Lookup List for the following fields O Group Name O Code O User 4 Click OK The results are saved and the Groups list and available by clicking the Filters Groups button The Group name appears below the specified user s Group in the list Activating and Releasing Filters and Groups 6 Activating and Releasing Filters see page 192 Activating and Releasing Groups see page 194 Activating and Releasing Filters Use created filter expressions in an operation such as performing a global replace based on a filter While the filter is active the filter name becomes part of the Contact Record window title NOTE The Contact Search Center still lets you deviate from filter results to locate and display a record that does not meet filter criteria However selecting the Next Record PAGE DOWN or Previous Record PAGE UP returns you to the filter results IMPORTANT Activating the filter affects the following GoldMine operations O PAGE UP and PAGE DOWN and corresponding menu commands Next Record and Previous Record O Merge Forms command O Record deletion commands Delete Old History of ALL Contact Records and Delete ALL Contact Records O Global Replace commands O Synchronize commands O Export Contact Records command 192 Activating and Releasing Filters and Groups GoldMine User Guide To Activate a Filter 1 Open the Tools menu and select Filters The Filters and Groups dial
349. whether to proceed O Phone number Check this box to have GoldMine check the Phone 1 field for existing records that have the same telephone number as the one entered for the new contact O E mail Check this box to have GoldMine check the e mail address to see if it already exists 6 Click OK Duplicate Warnings GoldMine checks company names contact names phone numbers and e mails for possible duplicates If a duplicate exists a warning appears 152 Duplicate Warnings GoldMine User Guide Duplicate Company or Contact Names If you create a new record and enter a company name or contact name that already exists for another record the following dialog box opens e Click Show Contact to see the record that contains the duplicate name e Click Add Anyway to add the record with the duplicate company or contact Duplicate Phone Numbers If you create a new record and enter a phone number that already exists for another record the following dialog box opens e Click Show Contact to see the record that contains the duplicate telephone number e Click Add Anyway to add the record with the duplicate telephone number Duplicate E mail Addresses If you create a new record and enter an e mail address that already exists for another record the following dialog box opens In this dialog box you can choose from the following options e Click the Leave the E mail address attached to contact XXX do not attach to this contact radio button
350. which contains the following options Task O Type a name and description for the task in the text boxes provided GoldMine User Guide Service Center 217 Assign O Assign the task to a particular user Time O Choose a Start Date and End Date using the calendar drop down menus O Ifdesired set an Alarm by selecting the checkbox labeled Alarm and set the time and date in the provided drop down menus Options O Select a Color code for the task O Type or use the scroll up down buttons to note the Percentage Complete of the task To Edit an Existing Task Select Edit from the Tasks tab e The Edit Task dialog appears which is identical to the New Task dialog Make desired changes to the task and select OK To Complete an Existing Task Select Complete from the Tasks tab The Complete Task dialog appears e To schedule a follow up activity select the checkbox labeled Schedule a follow up choose an activity from the drop down menu and select OK e lf you chose to schedule a follow up activity the appropriate dialog box will appear Attachments Use the Case Manager Attachments Tab to attach documentation supporting a problem or solution for the specified case To Attach a Document or Link to the Case from the Attachments Tab 1 Select Add from the Attachments Tab window The Add Attachment dialog appears 2 Depending on the nature of the document you will attach or link to select either Problem or So
351. window the Universal Search window can be a floating window or attached to an edge of the GoldMine workspace O Search by exact terms Click this radio button to search for records that match the search term O Search by alternative forms of search term Click this button to search for the different tenses of a verb or for both the singular and plural forms of a noun This means you can search for any form of a term for example search you can search on foot and include feet as a search term O Search by synonyms of search terms Click this radio button to search for synonyms of search terms In Microsoft SQL Server 2005 the full text queries use a thesaurus to find synonyms of search terms NOTE The thesaurus file must be edited For more information see How to Edit a Thesaurus File at http msdn microsoft com en us library ms345187 SQL 90 aspx O Search by prefix Click this button to search on the prefix the first few letters of a word O Number of items to keep in history Specifies the number of search terms to save Enter a value or click on the spinner control to increase or decrease the number O Clear History button Click this button to remove saved search terms O Language Select the language for the search results from the dropdown box 4 Atthe Documents tab you can specify the document locations that the Windows Desktop Search Engine will search this tab is not displayed if Windows Desktop Search is not installed C
352. xt file to the current Files tlx file NOTE When files with multiple word phrases are imported each word adds individually rather than as a phrase 6 Click Export to export the words in the current Files tlx file to a txt file 7 Atthe Action drop down list select an action to apply to individual words Auto change use case of checked word Conditionally change use case of other word Conditionally change use case of checked word Ignore skip Exclude treat as misspelled O0O000 To apply an action to a word Highlight the word in the Words text box listing Select the action from the Action drop down list Click Add Word The action you selected applies to that word The Files drop down list displays available custom t x dictionaries Click Add File to browse to other tlx files 8 aos NOTE The tlx files store in user folders in the Speller folder of the main GoldMine directory 8 To create a new dictionary click New File A tlx file is created and the New Dictionary dialog box appears Type the new File Name Select the Language from the drop down list and click OK 9 Click Remove File to delete the current tlx file 10 Click Close to save the settings Retrieving E mail Use the following procedure to retrieve Internet e mail 1 Select Go To gt E mail to jump directly to the POP Password dialog box for retrieving from your primary account 2 Ifyou are in the E mail Center click the e mail account to re
353. xtra phone fields If the name starts with UPHONE GoldMine recognizes the field as an extra phone field 4 After placing or receiving a call adjust the speaker and microphone volume 5 Touse SoftPhone by default select Tools gt Options gt Telephony and select Use SoftPhone by default About Personal Contacts To keep a separate phone log for other important or commonly used telephone numbers use the Personal Contacts feature to maintain a private file you can access easily while working in GoldMine Only the user who created the file can access a Personal Contacts Use the following procedure to use Personal Contacts 1 Select Go To gt Personal Your Personal Contacts dialog box opens Click Dial to use the Phone Dialer Click New to add a new entry Click Edit to change the selected entry Click Delete to remove the selected entry Click OK to close oa NOTE The Contact field must be limited to 30 characters GoldMine User Guide Contact Communication 113 Sending an SMS or Text Message SMS Short Message Service and Text message are essentially the same thing but have different names depending on what part of the world you live or work When the Telephony tab is properly configured see Setting Options for the Telephony Tab GoldMine can be used to send a message to a contact To Send an SMS Text Message Open the Actions gt Call Contact menu and then select the Send SMS Text Message menu
354. y active GoldMine Contacts displays a list of recently viewed Contacts in the Preview Window with active linking to the select Contact record on the GoldMine Contact tab e GoldMine Activities displays a link in the Preview Window to launch the Activity List tab in GoldMine in the Preview Window GoldMine Calendar displays the GoldMine monthly Calendar in the Preview Window GoldMine Opportunities displays a list of recently viewed Opportunities in the Preview Window with active linking to the selected Opportunity on the GoldMine Opportunities tab e GoldMine Projects displays a list of recently viewed Projects in the Preview Window with active linking to the selected Project on the GoldMine Projects tab e GoldMine Campaigns displays a list of recently viewed Campaigns in the Preview Window with active linking to the Campaign in the GoldMine Campaign Management Center e GoldMine Services displays a list of recently viewed Cases in the Preview Window with active linking to the selected Case in the GoldMine Service Center GoldMine Leads displays a link in the Preview Window to launch the GoldMine Leads Management Center GoldMine Knowledge Base displays a list of all recently viewed Books Folders and or Pages in the Preview Window with active linking to the selected item on the GoldMine Knowledge Base tab e GoldMine Dashboard displays a link in the Preview Window to launch the GoldMine Dashboards tab To Hide Show the GoldM
355. y contact O Additional Merges the document with the additional contacts O Merge code Merges the document based on the code you select in the F2 Lookup list 3 In the Delivery area select the To method from the drop down list Printer or FAX 4 Type or select the Queue for x days to delay the printing or sending of the document This option sets the document to print at a selected number of days in the future using the Server Agents or the Literature Fulfillment Center Printing a mail merge document for a contact produces a History item for that contact Printing Envelopes and Labels Use the same method as for printing letters memos and faxes Set up GoldMine to print envelopes or labels for documents waiting in a print queue on the same date GoldMine generates the queued documents 1 To check on queued correspondence in GoldMine s Literature Fulfillment Center select Go To gt Literature 2 To print envelopes or labels when queued documents are printed select Go To gt Literature 3 Select the folder under Queued Documents corresponding to the date the queued correspondence is scheduled to be sent For example if the letters are scheduled to be printed later in the current week select This Week 4 Inthe upper right area right click each queued document for which to print an envelope or label From the local menu select Print Envelopes or Print Labels GoldMine displays the Print Envelopes dialog box or the Print Labels dial
356. yze The Case Management Analysis dialog box opens At the For User s drop down box select which user s to include in the report by selecting check boxes in the drop down menu Choose a date range for the report in the View From and to fields Sort the resulting data by any of the six columns User Assigned The number of active cases currently assigned to this user Escalated The number of active cases escalated to this user Abandoned The number of cases changed to Abandoned status by this user Resolved The number of cases changed to Resolved status by this user On Time The percentage of cases resolved before deadline by this user OO0O0000 Click Refresh to refresh results after entering new criteria Click Export to to export your report to either a Microsoft Word or Microsoft Excel document Click Print to print a hard copy of your report to a local or network printer Click Close to close the Case Management Analysis dialog window Service Center GoldMine User Guide 1 PN oO 230 TIP See the GoldMine Administrators Guide for information about customizing how data appears in the Case Manager GoldMine User Guide Service Center 231 Customizing Service Center 5 You can customize the Service Center tabs to your particular needs You can add or delete a tab rearrange the order in which they appear or rename the tabs 1 At the Service Center in the tabs area click the more tab which ap

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