Constituent360: Basics Manual

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1 Constituent360: Basics Manual The Salvation Army Southern Territorial Headquarters 2015 InterChange University

2 Table of Contents 2: Constituent360 Basics... 2 What is Constituent360?... 3 Constituent Records... 4 Access Constituent Records... 5 Unique Identifiers on Constituent Records... 6 The Profile Tab... 7 Biographical Information... 9 The Preferences Tab The Groups Tab The Interactions Tab The Transactions Tab The Notes Tab The Interests Tab Creating Registered Users Search for a Constituent Record Adding One Constituent Record Manually Adding Many Constituent Records Manually Editing a Constituent Record Front-end Log In Assistance Job Aids InterChange University 1

3 2: Constituent360 Basics Overview: Constituent360: Basics LO In this fundamental Luminate Online course, you will learn the basics of managing constituent records in the Constituent360 database. You will learn what information is available to view on a constituent record and under which tabs certain data about constituents is stored. You will also learn how to find, add and edit constituent records manually. This course is intended for all beginning users to Luminate Online. Assumptions: This course assumes that you ve taken the prerequisite class Introduction to Luminate Online. This course assumes that you re a beginning user of Constituent360. This course assumes that you have access to the Luminate Online Training Application. Lesson Objectives: After completing this course, you will be able to: Understand what Constituent360 is and how the data stored on constituent records is significant to conditionalization options. Be able to explain which data is stored under which tab on constituent records. Explain three unique identifiers of constituent records. Search for constituent records in the Constituent360 database. Add one or many constituents manually to the Constituent 360 database. Edit constituent records. Understand what kinds of log-in assistance is available for front-end users. *Several images used in this manual were taken from the Blackbaud University curriculum InterChange University 2

4 What is Constituent360? Constituent360 houses constituent profiles (and therefore all of the relevant data that is stored on each constituent profile). It s an online database that integrates with Luminate Online and InterChange (or your Offline CRM) which means that all constituent information can be managed in one place. Constituent profiles in Constituent360 contain the online interactions constituents have with TSA (ie: registrations to events, online donations, click-throughs on a web page or in an , etc.) The data captured in Constituent360 can help place constituents into groups based on their commonalities. Because of the amount of information captured and stored on constituents records, s and websites can be tailored to the constituents interests (conditionalization). Who gets a Constituent Record in Con360? All registered users get a constituent record in Constituent360. This includes both website visitors and administrators. (The only different between visitors and administrators are the different assigned security categories) InterChange University 3

5 Constituent Records The purpose of Constituent360 is to give administrators a complete, 360-degree view of their constituents. Therefore, constituent records in Constituent360 are designed to capture a lot of information about constituents. On a constituent record, you can view the constituent s: -Profile - preferences -Groups -Interactions -Transactions -Notes -Website Interests -Directory Preferences -Linked Social Accounts 2015 InterChange University 4

6 Access Constituent Records To access constituent records, complete the following: 1. Go to the Constituent360 navigation tab and choose Constituents from the drop-down menu. 2. Type in the name of the constituent whose record you need to see and click Find InterChange University 5

7 3. You will now see a list of constituents who match the search criteria that you ve entered. Click the View hyperlink to view the constituent s record. 4. Once you are on a constituent s record, you will see a series of tabs across the top of the screen. Each tab provides different information that has been captured about the constituent based on his/her activity on your LO website. Unique Identifiers on Constituent Records There are 3 pieces of information that identify a constituent as a unique constituent record: 1. Address (one unique address per record) 2. First and last name in combination with address 3. Constituent (Contact) IDs/Member ID s 2015 InterChange University 6

8 Let s take a look at what kinds of information you can locate under each tab. The Profile Tab Under the Profile tab, you can see the following information about the constituent: 1. Contact Information: Here you will see information such as the constituent s name, address, etc.) The Origin Source Code is also located in this area. If the constituent is a donor, the Origin Source Code is the first appeal to which the constituent donated. 2. Biographical Information: Here you will see the constituent s username, donor status, etc. You will also see 3 different identification numbers here: a. Contact ID: This is the number that LO automatically assigns to every constituent once a constituent record is created. b. Member ID: This is the constituent s identification number from our National CRM. c. Offline CRM ID: This is the number assigned to the constituent in your Offline CRM (In InterChange, we call this the constituent Lookup ID) InterChange University 7

9 3. Information: Here you will see the constituent s address. You will also see whether or not you are allowed to him/her (Accept No means that we are not allowed to send any ecommunications to the constituent). You will also see 3 Statuses here: a. Good: This means an has been sent to the constituent and it has gone through. b. Bad: This means that the has bounced back three times, rendering the address no longer valid. c. Unknown: This means that LO is not sure whether the address is good or bad. 4. Phone Numbers: Here is where you will see the constituent s Directory Preferences, such as if they ve decided to share their phone numbers with LO. 5. Employment Info: If the constituent has shared employment information with LO, it will be listed here. 6. Transaction Information: Transactions are donations. Here is where you will see an overview of the constituent s recent donations. (More information about specific donations and more detailed information about donations can be found under the Transactions tab). 7. Sustained Giving Information: If the constituent has agreed to a sustained gift (such as a recurring gift like a pledge), an overview of that information can be found here. 8. Additional Information: Here is where you will see the Constituent Location Code, also known as the CLC. This code indicates where the constituent lives. *Note that an LO admin can also send the Password Reset link to a constituent from this tab. CLC vs. RLC The CLC (or Constituent Location Code) is a code that indicates where a constituent resides. It s function is similar to the function of a Constituent Geocode in InterChange. The RLC (or Revenue Location Code) is a code that indicates where a constituent would like their donation to go. The RLC for each gift can be found on the respective gift page. The RLC serves a similar function to the Revenue Geocode in InterChange InterChange University 8

10 Biographical Information Under Biographical Information, there are several very important pieces of information: 1. The Member ID: This number is the constituent ID number in our national CRM and is used for data sync purposes. 2. Origin Source Code: If the constituent is a donor, this will show the appeal from which the constituent s first donation to TSA came through. 3. Origin Application Type: This tells you how the constituent record was created (For example, if a constituent record is created after an online donation is given, this will read Donation.) 4. Active Detail: Tells you if the constituent has logged onto your LO website after his/her constituent record was created. 5. Accept This tells you if a user has opted in to receive communication. Yes means we can the constituent. No means we cannot InterChange University 9

11 The Preferences Tab Under this tab, you can view the constituent s preferences and any -associated interests. Constituents can modify their interests by accessing their constituent profiles on the Salvation Army website, or an LO Admin can do this for them by clicking the Edit Site-Wide Preferences button. Communication Preferences Luminate Online will not any constituent who hasn t explicitly agreed to receive communication from TSA InterChange University 10

12 The Groups Tab Under the Groups tab, you can see any and all groups the constituent is a part of or has been made a member of. *More information about setting up and managing constituent Groups is covered in the Constiutent360 Advanced class* The Interactions Tab Under this tab, you can see the interactions constituents have had with your website (ie: donations made, event registrations, etc.) You have the ability to enter in a new interaction here as well InterChange University 11

13 The Transactions Tab Under this tab, you are able to see all of the transactions, or donations/payments, that have been made by this constituent. For example, you are able to see the constituent s lifetime giving amount, first and last transactions and the amount donated this year (YTD). You are also able to manage the constituent s gifts and donations here as well. *Please see the Donations manual chapter for more detailed information about what each transaction name refers to. RLC is found on the Donation/Gift Page The RLC, or Revenue Location Code, for each gift can be found on the specific donation s page. Each donation from a constituent will be listed under the Transaction tab, in the area entitled Transaction History. Each donation is a hyperlink that, once clicked up, will open up a donation page, on which will be the RLC InterChange University 12

14 The Notes Tab Under this tab, you can see any and all notes that have been added to the constituent s record. The notes appear as a hyperlink; when you click on the hyperlink the note s details will appear. You can record new notes onto the constituent s record here as well. The Interests Tab Constituent interests are managed under the Interests tab. Here you can see the constituent s website and interests. These interests are what allow Luminate Online to conditionalize the users experience. *More information about how to manage interests is covered in the Constituent360 Advanced course* 2015 InterChange University 13

15 Creating Registered Users There are 4 different ways that one can create registered users (and therefore constituent records) in Constituent360: 1. Import: You can import a group of constituents from another file or database. 2. Automatic registration: When a user takes an action, they can be automatically assigned a constituent record. For example, when a visitor to your website makes an online donation they are automatically registered as a user and a constituent record is created for him/her. 3. Self-Registration: When a user fills out a form of some type, a constituent record is then created for him/her. For example, when a visitor to your website fills out a survey. 4. Manual: When you or another administrator enters in a constituent record manually via the LO site. Please note that manually adding constituents into LO is limited to 10. Import vs. Manual Add When 5. you manually add constituents into LO, you are limited to 10 constituents, if you have more than constituents who need to be added in, it s best to use the Import process. Search first, then add To avoid creating duplicate constituent records in Constituent 360, before manually adding a constituent into LO, search first for the constituent InterChange University 14

16 Search for a Constituent Record To search for a constituent in the Constituent360 database, follow the instructions provided below: 1. Under the Constituent360 navigation tab, click on Constituents from the menu bar. 2. Type in the constituent s identifying information (such as their first/last name, address or Member ID) and click Find. If you d like to also search for inactive/removed constituents, make sure to check the appropriate checkbox InterChange University 15

17 3. Once you search for a constituent, you ll see a tab appear entitled, Constituent List. Any constituent results that match your search criteria will appear here. To view a constituent record, click the View hyperlink adjacent to the constituent s name. Adding One Constituent Record Manually 1. First, you will need to search the Constituent360 database to ensure that the constituent record you re adding is an original one. If you do not see the constituent record in the database, click Add One Constituent to manually enter in one constituent record InterChange University 16

18 2. On the Profile tab, you ll want to fill in all of the information that you have about the constituent. At the minimum, you are required to fill in: a. The first and last name of the constituent. b. A Username/Password for the constituent s front-end log in. c. The constituent s address. d. The Security Category. 3. When you re done, click Save. Adding Many Constituent Records Manually At times, you may need to batch in several constituent records manually. To do this: 1. From the Constituent List tab, click on Add Many Constituents InterChange University 17

19 2. Before you can batch in multiple constituents manually, you will first need to assign them to a particular security group. A security group sets up the constituent s security permissions in Luminate Online. a. To do this, click on the Set Actions hyperlink. b. Now find the security group you d like to batch these constituents into and then click Select. Notice the Select Group box near the top of the screen. Also notice the icons that alert you to User Security Groups (or USG s) InterChange University 18

20 c. Once you ve selected the correct security group, you ll notice the Selected Group box near the top of the screen change to reflect the name of the group you ve chosen. Then click Add constituents to a group. d. You will also need to choose a security category in which to group these constituents. You can also choose to enter in an interaction for all constituents as well. When you re done, click Save InterChange University 19

21 3. Now you can batch in your constituents. You will have the option of adding up to ten constituents into Constituent360 at one time. For each constituent that you add, you are required to enter in: a. The constituent s first and last name. b. The constituent s address. When you re done batching in your constituents, click Save. The Actions area changes Once you ve successfully chosen a security group into which to batch constituents, the Actions area near the top of the screen changes InterChange University 20

22 Editing a Constituent Record If you need to Edit information on a constituent s record, you will first need to search for the constituent and locate his/her record in the Constituent List. 1. To edit the record, click on the Edit hyperlink. 2. The constituent record will then open up. You can only edit the fields in white; the grayed out fields cannot be edited. When you re done editing, make sure to Save your changes InterChange University 21

23 Front-end Log In Assistance Users may forget their usernames and passwords or, if their constituent records are created automatically or they ve been batched into LO, they may not even know they have a username and password until they take another action. That s why Luminate Online provides Login assistance to front-end users on every Luminate Online website. 1. When visitors to a LO website click on the hyperlink User Login, a box similar to the one pictured above appears. Users can click on Forgot User Name or Forgot Password from this screen. 2. The User Name Recovery and/or Password Recovery boxes (pictured above) will appear once users click on the respective hyperlinks InterChange University 22

24 3. The Reset Password is sent to users who forget their passwords (pictured above). This won t show the users their passwords but will ask the user to click on a hyperlink which will allow them to set a different password. Users can request a password reset online and an LO administrator can also send this link as well InterChange University 23

25 Job Aids Search for a Constituent Record 1. Under the Constituent360 navigation tab, click on Constituents from the menu bar. 2. Type in the constituent s identifying information (such as their first/last name, address or Member ID) and click Find. If you d like to also search for inactive/removed constituents, make sure to check the appropriate checkboxes. 3. Once you search for a constituent, you ll see a tab appear entitled, Constituent List. Any constituent results that match your entry will appear here. To view a constituent record, click on the View hyperlink adjacent to the constituent s name. Add One Constituent Record Manually 1. First, you will need to search the Constituent360 database to ensure that the constituent record you re adding is an original one. If you do not see the constituent record in the database, click Add One Constituent to manually enter in one constituent record. 2. On the Profile tab, you ll want to fill in all of the information that you have about the constituent. At the minimum, you are required to fill in: a. The first and last name of the constituent b. A Username/Password for the constituent s front-end log in c. The constituent s address 3. When you re done, click Save InterChange University 24

26 Add Several Constituent Records Manually 1. From the Constituent List tab, click on Add Many Constituents. 2. Set up the Security Group. a. Click on the Set Actions hyperlink. b. Find the security group you d like to batch these constituents into and then click Select. c. Once you ve selected the correct security group, you ll notice the Selected Group box near the top of the screen change to reflect the name of the group you ve chosen. Then click Add constituents to a group. d. You will also need to choose a security category in which to group these constituents. You can also choose to enter in an interaction for all constituents as well. e. Click Save. 3. Now you can batch in your constituents. You will have the option of adding up to ten constituents into Constituent360 at one time. For each constituent that you add, you are required to enter in the constituent s first and last name and address. 4. When you re done batching in your constituents, click Save. Edit a Constituent Record 1. To edit the record, click on the Edit hyperlink. 2. The constituent record will then open up. You can only edit the fields in white; the grayed out fields cannot be edited. 3. When you re done editing, make sure to Save your changes InterChange University 25

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