What's New in ADP CRM? Enhancements and improvements in the 4.6 release and how they will impact you

Transcription

1 Upgrade Bulletin ADP, Inc. Dealer Services 1950 Hassell Road Hoffman Estates, IL What's New in ADP CRM? Enhancements and improvements in the 4.6 release and how they will impact you About What s New? Training Changes... 2 New Editor... 3 Automatically Send Campaign, Follow-up & Reminder s and Letter Subjects Automatically Populated from Template Subject... 5 Programs Changes... 5 New Layout and Options for Programs Tab... 5 Intuitive Field Names for Programs & Events Windows... 6 Schedule Lead Follow-Ups Immediately After a Lead is Logged... 7 Prerequisites for Upgrade... 7 Templates Changes... 8 New Layout and Options for Templates Tab... 9 New Template Editor Merge Fields Reorganized and Improved Import OEM/Third-Party Templates from the Template Editor Tasks Changes Integration with ADP Lead Intelligence How to View and Request Lead Scores Campaign and Follow-up Based on Lead Score Setups How to Check and Change Your Template Subjects Programs: Building Programs Tab Views Templates: Building Templates Tab Views Templates: New Merge Fields Added in Templates: Set Up a Third-Party/OEM Template Alert Templates: Import Third-Party/OEM Templates Tasks: Group Tasks by Customer or Date ALI Integration: Add Permissions ALI Integration: Update Preferences Profile ALI Integration: Set Up Assignment Rules and Auto-Responses Based on Lead Score Assign Leads Based on Lead Score Set Up Different Auto-Responses by Lead Score The ADP logo is a registered trademark of ADP, Inc. B24227 September 2011 ADP, Inc. Printed in U.S.A. 1 of 25 * xxxxxx xx*

2 About What s New? This document describes the changes we ve made to features and work flows in the latest version of ADP CRM (4.6). It also describes any new setups and/or changes to your existing setups that you ll need to perform after the upgrade for the new features to work. You should read it carefully before your dealership is upgraded, so that you understand how these changes will impact how you use ADP CRM and how ADP CRM works. Step by step instructions for specific setups can be found at the end of this document under the heading Setups. 4.6 Training Training is not required for your 4.6 upgrade. However, we highly recommend that you take the time to view the free, self-paced elearning training provided for this release. You can run it right from and it will take around 15 minutes to complete. Since it is self-paced, you can stop and resume the training as many times as you need to. To open the 4.6 training: 1. Go to 2. Click the Training link at the top of the Home Page. 3. On the Training Home Page, click the Access Training Log In button. 4. Enter your DealerSuite ID and Password in the appropriate fields, and then click Login. This will take you to the Learning Management System (LMS) Home Page from which you can access the 4.6 training. 5. Click the Course Catalog Search link on the right-hand side of the LMS Home Page. This opens the Course Search page. 6. At the Search for these words field, type 3215 and click the GO button. Changes We ve made several changes to how you draft and send from ADP CRM. What/Who/How What changed What hasn t changed Details We have a brand new, user-friendly editor that makes it easy to manually compose messages. Formatting tools within the editor look and feel like those you re used to working with in other or word processing tools. You can now set up ADP CRM to automatically send followup, service reminder and campaign-generated s as soon as they are generated. We ve changed the name of the Description field on the New/Edit Templates window to Subject. Whatever text appears in the Subject field for an template will now show up in the Subject line for s that use that template. All of the functionality around s that you are used to using in previous versions of ADP CRM, and the basic way that you set up a program, reminder or campaign to send s. 2 of 25 September 2011 ADP, Inc. B24227

3 What/Who/How Who s affected What you need to do Details Anyone at the dealership who sends s Anyone at the dealership who builds templates Anyone at the dealership who sets up campaigns, service reminders or programs 1. Check all templates in your system to make sure that the text in the Subject field is suitable for use as an subject. It may not be, since some dealers used the Description field (now the Subject field) to store an internal description about the template. For step by step instructions on working with template subjects, see How to Check and Change Your Template Subjects in the Setup section of this document. 2. Make sure that everyone who works with s knows about the changes to the editor. Online help topics are available for changes in 4.6. Press the F1 key on your keyboard while on the Draft window to open the online help. You can find how-to cheatsheets on the Editor in the Customer Management online help. To get to the cheatsheets, select Help > Contents & Index from the main menu while working with Customer Management. When the help opens, click Customer Management on the Table of Contents to expand the table, and then click Print Materials & Show-Me Help > Print Materials. When to do it Check your template subjects before your upgrade to 4.6. What happens if you don t do it If your template subjects aren t user-friendly, there is a risk that s using those templates may get sent to customers with an inappropriate subject line. Even if they aren t sent, your staff will need to manually change the subject lines before they send the s. You can avoid this by checking the subject lines and if necessary changing them before the upgrade. New Editor We have a new editor that you can use to compose and format messages. You will see the editor every time you start creating a new message manually and when you reply to an . Here s what the new editor looks like: B24227 September 2011 ADP, Inc. 3 of 25

4 A few things to remember when working with the editor: If you re not sure what a formatting button does, simply mouse over the button to see a tooltip that describes what the button can do. You can use the copy/paste tools [ ] to copy content from either Microsoft Word or from HTML documents. If you want to compose a message directly in HTML, click the button at the bottom of the editor. Automatically Send Campaign, Follow-up & Reminder s In 4.6, we ve added settings to ADP CRM that let you set up follow-up programs, service reminders and campaigns to automatically send s, so there s no need for your employees to log in and manually send s from ADP CRM. When working on campaigns, programs and reminders, you ll see a new field called Automatically send s, in the following places: Area Campaigns Programs Service Reminders Window > Section On the Campaigns Settings window when the Output Type is set to Schedule s. On the Edit Event window when the What type of task do you want this event to schedule? field is set to . On the Edit Service Reminder window when the Contact Type field is set to . 4 of 25 September 2011 ADP, Inc. B24227

5 Simply check the box next to the field if you want ADP CRM to automatically send s for that campaign, program or reminder. Once an is sent, it will appear on the task list of the employee assigned to the task, with a status of Completed. and Letter Subjects Automatically Populated from Template Subject Whatever text appears in the Subject field for an template will now show up in the Subject line for s that use that template. Previously, follow-up s used the event name as the subject and s generated for service reminders used the name of the service reminder package. Programs Changes We ve made several changes to the look and feel of the Programs window, the New/Edit Programs window and the Edit Event window to make them more consistent with other windows in ADP CRM as well as easier to use. We ve also changed the way that ADP CRM processes program tasks. Previously, all processing occurred at night and follow-up tasks for a lead logged today didn t appear on your task list until the following day. In 4.6, processing runs every five minutes. This means that follow-up tasks for leads logged today appear on your schedule today. What/Who/How What changed What hasn t changed Who s affected What you need to do Details Most of the field names on the New/Edit Programs and Edit Event windows Lead follow-up tasks can be scheduled just minutes after they are triggered You can now apply saved views to the Programs tab, like you can to other ADP CRM tabs How you access the programs and events windows The way that you build programs and events and how they work Anyone who builds programs and events for ADP CRM Nothing How to do it When to do it What happens if you don t do it New Layout and Options for Programs Tab We ve redesigned the Programs window so that it works just like other desktop tabs. In 4.6, you can create and apply saved views to programs and search within views for specific B24227 September 2011 ADP, Inc. 5 of 25

6 programs. We ve added a show/hide feature that lets you see all of the events in a program directly beneath the program name, along with important information about each event. Here s what the window looks like now, with one program expanded to show events. Intuitive Field Names for Programs & Events Windows We ve changed labels on most of the fields on the New/Edit Program and Edit Events windows. The goal of these changes is to make the field names more intuitive, so that it s easier for employees who are unfamiliar with ADP CRM to build programs.we have: Expanded the names of some fields so that it s easier for you to understand what to enter in the field and how your entry will affect the way the program works. Grouped similar fields together so that you re following a more logical flow when building a program. While we have changed field labels on these windows, there have been no changes to the way that these fields work or to the type of information you can enter into them. Do Not Schedule Tasks Field Change We changed the way that one field on the Events window works slightly. The field at the very bottom of the window is now labeled Do not create this task if the scheduled date will be more than <x> days in the past. (Previously it was labeled Delete tasks if <x> days overdue.) The field used to do two things: a. Remove tasks from your task list that were more and <x> days overdue 6 of 25 September 2011 ADP, Inc. B24227

7 b. Prevent ADP CRM from scheduling tasks that would be <x> days overdue at the time they were scheduled. ( This could happen, for instance, if you added an event to a program that was already running). Now, this field only prevents the creation of tasks that will be <x> days overdue at the time they are scheduled. If any events in your system have this field set to 0 (zero) you may see obsolete tasks appear in your system after your upgrade to 4.6. To prevent this, make sure that all events in your system have a value greater than 0. If obsolete tasks do appear on your task list, you can use the Task Maintenance tool to clean them up. For help on Task Maintenance, open the Customer Management Online Help, click Search to go to the Search tab, and type in Task Maintenance to find all relevant help topics. Schedule Lead Follow-Ups Immediately After a Lead is Logged We ve changed the way that ADP CRM schedules lead follow-up tasks. Previously, all follow-up processing occurred at night and follow-up tasks for a lead logged today didn t appear on your task list until the following day. In 4.6, lead task processing runs every five minutes. This means that follow-up tasks for leads logged today appear on your schedule today. Owner follow-up tasks are generated every two hours during the day. Service and other follow-up tasks are still generated nightly as in previous ADP CRM versions. We ve also added a Minutes setting to the Edit Events window that you can use to schedule tasks for an event a specific number of minutes after the event s trigger. Resource Processor Memory Prerequisites for Upgrade Before we upgrade your BDC processing to generate tasks throughout the day, we will check your server to make sure that your hardware is sufficient to run task processing during the day without affecting how quickly the application runs for your users. If ADP hosts ADP CRM for you on one of our servers, you can assume that your lead and owner follow-up tasks will be processed during the day. If you have your own on-site server for ADP CRM, the feature will only be available if your system meets the following minimum requirements: Minimum Requirement Processor must be higher than a Pentium Processor must be at least a dual processor More than 2 GB of RAM If your system doesn t meet the minimum requirements listed above, you will not be able to use this feature and task processing will continue to happen at night, just as it B24227 September 2011 ADP, Inc. 7 of 25

8 always has. You won t see any differences between the way that ADP CRM sdcheduled tasks for you in previous versions. If you would like to discuss changes you can make to take advantage of this new feature, you can contact your ADP Regional Sales Manager (RSM) or call Templates Changes We ve replaced the editor that you use to build letter and templates with a new one that s more user-friendly and feature-rich. We ve also made it easier to identify which merge fields to use in a template, made all fields available for all template types, and added several new merge fields. The layout of the Templates window now matches other ADP CRM windows: it appears as a tab and you can save and apply views to it, just as you can on other tabs. What/Who/How Details What changed Templates window layout is consistent with other tabs and supports saved views. We ve also changed the information that appears on the window so that it s more useful. We have a new template editor that s easy to use when composing both print and templates. You can now edit images and graphics from within ADP CRM using the Image Manager, which is available from the template editor. We ve organized merge fields so that it s easier to find the fields you need to use and also added a new merge fields. You can now create templates specifically for use with campaigns. Simply set the template s purpose to Campaign when you create it, and it will be available to you when you build a campaign. Note that both General Purpose and Campaigns templates can be used with campaigns, so there s no need to make changes to current campaigns that already use a general purpose template. You can set up ADP CRM to alert you whenever your OEM sends you a new template, and easily import contents of the template into ADP CRM. What hasn t changed How you open the Template Editor: Launch > BDC > Templates > New. How you insert and use merge fields Your current templates. There is no need to make any changes to templates already in your system. Likewise, images that are already in your system do not need to be reloaded; you can view them directly from the editor using the Image Manager. Note: The template editor is used only for letter and templates. Auto-response templates for Internet leads must still be created through System Administration > Locations > ileads Settings. 8 of 25 September 2011 ADP, Inc. B24227

9 What/Who/How Who s affected What you need to do What you may want to do How to do it When to do it What happens if you don t do it Details Anyone who builds letter and templates using ADP CRM. Nothing Create views for your Templates window. See Templates: Build Views for the Templates Tab in Setups below. Any time after your 4.6 upgrade Nothing. The Templates tab and your templates will look and function just as they did in version 4.5/before the upgrade. New Layout and Options for Templates Tab The Templates tab now supports saved views and shows more useful information about the templates in your system. Here s what it looks like: B24227 September 2011 ADP, Inc. 9 of 25

10 New Template Editor We ve added a new, user-friendly template editor that you can use to build letter, and envelope templates using either WYSIWYG or HTML formatting tools. Using the new editor, you can : Compose templates in either WYSIWYG or HTML, and use the HTML Tag Inspector to check your work before you publish a template Easily upload pictures and logos for your template, and edit them right from the editor using the Image Manager Upload templates from your OEM with just a few clicks Quickly toggle between versions of the same template that are in different languages Spend less time formatting tables by using the Table Wizard Here s what the new editor looks like: Note: When working with the template editor, if you re not sure what a formatting button does, simply mouse over the button to see a tooltip that describes what the button can do. Merge Fields Reorganized and Improved In this release, we ve changed the way that merge fields are displayed to you when you build a template and added several new merge fields. Also, now all merge fields are available for all templates types; previously, merge fields were limited to a specific type of template. See 10 of 25 September 2011 ADP, Inc. B24227

11 Templates: New Merge Fields Added in 4.6 under Setups below for details on merge fields added in this release. In 4.6, you access merge fields from the right-hand side of the template editor. Merge fields are now sorted based on the type of data that they pull from your database. When you open the Merge Fields list, here s what you ll see and what it means: Click the + sign next to a category to expand it and see the merge fields in that category. Double-click on a merge field to insert it into your template. B24227 September 2011 ADP, Inc. 11 of 25

12 Import OEM/Third-Party Templates from the Template Editor You can now set up ADP CRM to alert you when a third-party/oem template is available to upload to ADP CRM, and import the template into ADP CRM through the Template Editor. See Templates: Set Up a Third-Party/OEM Template Alert and Templates: Import a Third- Party/OEM Template in the Setups section below for step by step instructions on working with this feature. Tasks Changes We ve added a new view option to the Tasks tab that lets you group tasks based on the customer, on the task or by the tasks due dates. You can use this feature to avoid contacting a customer too frequently and to consolidate multiple messages into one contact. What/Who/How What changed What hasn t changed Who s affected What you need to do What you may want to do How to do it When to do it What happens if you don t do it Details A Group By option is added to the Tasks tab > View options dialog. When you pick a group option for a view, it changes the way that ADP CRM displays tasks on your Task tab when you apply the view. You can choose from one of three group options: Customer. This will sort the task list by customer name and lists all tasks associated with that customer beneath his or her name. Scheduled date. This sorts the task list based on the date that a task is due. Blank. When no group option is applied, the list is not grouped. This is the default option. Note: The Group By option is specific to the Tasks tab and won t apply to Task-related widgets on the Dashboard. How tasks are scheduled, completed and how they are added to your task list. In short, everything else having to do with Tasks. Anyone who works with tasks. Nothing Add groups to the views used on your Tasks tab. See Tasks: Group Tasks by Customer or Date in Setups below. Any time after your 4.6 upgrade Nothing. Your Tasks tab will look just as it did in version 4.5/before the upgrade. 12 of 25 September 2011 ADP, Inc. B24227

13 Here s what your task list looks like when grouped by customer: Here s what the task list looks like when grouped by scheduled date: B24227 September 2011 ADP, Inc. 13 of 25

14 Integration with ADP Lead Intelligence* ADP CRM 4.6 integrates with ADP Lead Intelligence (ALI), a business intelligence tool that gives you access to enhanced lead analysis such as a prospect s likelihood to purchase, the type of vehicle he is most likely to purchase and lots of other details that can help move a sale. Your dealership can also use lead scores while building follow-up programs and target marketing marketing campaigns. *ADP Lead Intelligence os currently in field test. If your dealership would like to participate in the ALI field test or if you would like more information about how to subscribe to ALI once it s generally available, click here or type the following address in your browser: What/Who/How What changed Who s affected What you need to do How to do it Details With this release, ADP CRM now integrates with ADP s Lead Intelligence (ALI) feature. Dealerships with the integration will notice the following changes: Incoming internet leads are scored by ALI, and flagged with a Gold, Siver, or Bronze star depending on how likely they are to lead to a sale for your dealership. Other leads (showroom, incoming or outgoing call, etc.) can be manually sent to ALI for scoring, if the user has been given permission to do so. Once scored, the lead s score appears to any users who have been given permission to view lead scores. Customer information can be updated, based on the information that Lead Scoring is able to acquire about the customer Dealerships can run campaigns based on customer s lead scores Dealerships can also run follow-up programs based on lead scores If your dealership contracts for both ADP CRM and ADP Lead Intelligence (ALI), your sales staff can take advantage of these features. Once ADP has installed ADP Lead Intelligence for you, you will need to: Give the View Lead Scores permission to any users you want to be able to see lead scores in Customer Management, BDC and/or Campaign Management Give the Score a Lead Manually permission to any users who should be able to send a lead to ALI for manual scoring. Make sure that the preference profiles of your lead scoring users include the ALI button and ADP Lead Score fields for log my lead Set up ileads Assignment Rules with Auto-responses based on lead score, if you want to use this feature. Instructions for completing the setups are below in Setups. They 14 of 25 September 2011 ADP, Inc. B24227

15 What/Who/How When to do it What happens if you don t do it Details also appear in the System Administration Online Help. As soon as possible after the new version is installed If you do not give users the View Lead Scores permission, they will not be able to see lead scores anywhere in the application If you do not give users the Score a Lead Manually permission, they will not be able to manually send a lead to ALI for scoring If you do not include the ALI field and button in the preference profile, users will not be able to manually score a lead or see the lead scoring history for a lead. If you do not set up auto-assignment rules based on lead score, lead assignment will continue to work exactly as it did in the past. If you do not set up auto-responses based on lead score, your auto-responses will continue to work just as they did before. How to View and Request Lead Scores If your dealership is using ADP Lead Intelligence, you ll see a lead score for all leads that come to the dealership from the Internet. You ll also have the ability to manually score leads from other sources, such as phone and showroom leads. Once a lead is scored, you ll see the score in the Leads widget on your Dashboard: You can also see a lead s score on the Leads tab in the LS column: If a lead has not been scored, the Lead Score column will be blank. This might mean that the lead was entered manually and has not been sent for scoring yet, or that we were unable to score it. B24227 September 2011 ADP, Inc. 15 of 25

16 You can also see a lead s score within the lead record itself: If a lead already has a score, you can click on the score to see more details on the score and why the lead receieved the score that it did: 16 of 25 September 2011 ADP, Inc. B24227

17 If there is no score, you ll see this in the lead record and you can manually request a score. Simply click on the link where it says Not scored. ADP CRM will send the lead to ALI and return a score. You can view the score on the Leads tab in the LS column. To learn more about how ADP Lead Intelligence works and the logic behind lead scoring, please see your ADP Lead Intelligence documentation and training set. Campaign and Follow-up Based on Lead Score You can target market prospects based on their lead score and also build follow-ups for prospects with a specific lead score. To set up score-specific follow-ups, use the Internet Lead Score field on the New/Edit Programs window: To target market based on lead score, use the Lead Score criteria on the Prospects tab: B24227 September 2011 ADP, Inc. 17 of 25

18 Setups This section includes step-by-step instructions on how to set up the new features described in this document. How to Check and Change Your Template Subjects To check the subject lines on file for your templates: 1. Log in to ADP CRM and select Launch >Templates to go open the Templates window as a desktop tab. 2. Check the text shown in the Subject column for each template. 3. If you need to make a change to the description, do the following: c. On the Templates window, find and click on the name of the template whose description you want to change. ADP CRM will open the template. d. Type the text that you want to show as the s subject in the Subject field. e. Click Close. When ADP CRM asks if you want to save your changes before closing, click Yes. ADP CRM will save your changes, close the template, and display the Templates window. Programs: Building Programs Tab Views You can now build, save and apply custom views to the Programs list. To build a view: 1. On the Programs window, click Options. ADP CRM opens the Programs options window. 2. First, set your search criteria. This tells ADP CRM what programs you want to include in the view. a. My Programs Only. Select Yes if you want the view to show only programs that you created. Otherwise, select No. b. Locations. Pick the locations whose programs you want to view. You ll only be able to pick the locations where you have permission to work with programs. c. Created By. Use this option if you want to include a specific employee s programs in the view. You will only be able to pick employees at the locations included in the view. Note that the My Programs Only option must be set to No in order to use this option. If you want to see all programs at a location regardless of who created them, don t select anything here. d. Types. Pick the types of programs that you want see in this view, for example, Owner Follow-Ups. If you want to see all programs regardless of type, don t pick anything here. e. Include. If you want to see only programs that follow-up with individuals, check Individuals and leave Companies unchecked. If you want to see only programs that follow-up with companies, check Companies and leave Individuals unchecked. 18 of 25 September 2011 ADP, Inc. B24227

19 If you want to see only programs that follow-up with both individuals and companies, check both options. If you want to see all programs, leave both options unchecked. 3. Next, indicate how you want the view to be sorted. You can sort by three different items at the same time. By default, all views are set to sort by program name in ascending alphabetical order (A to Z). You can sort by any of the following criteria: a. Program name. Will sort alphabetically by program name. If set to Ascending order, will sort A at the top of the list and Z at the bottom. b. Program type. Groups programs of the same type together and lists them alphabetically in ascending order, with A at the top and Z at the bottom of the list. c. Start date. Lists programs in order based on their start date. If set to sort in ascending order, the program with the oldest start date will be at the top of the list and the one with the most recent start date at the bottom. d. End date. Lists programs in order based on their end date. If set to sort in ascending order, the program with the most recent end date will be at the top of the list and the one with the most distant end date at the bottom. e. Total events. Lists programs in order based on the total number of events included in the program. If set to sort in ascending order, the program with the fewest events will be at the top of the list and the one with the most events at the bottom. f. Create by. Lists programs alphabetically based on the first letter of the last name of the employee who created the program. If set to Ascending order, will sort A at the top of the list and Z at the bottom. 4. In the View name field, type in whatever you want to call the view. 5. If you want ADP CRM to always apply this view to the Programs tab when you log into ADP CRM, check the box next to Make this view your default view?. 6. Click Save to save your view. To apply the view now, click Search. If you don t want to apply the view now, click Close. Templates: Building Templates Tab Views You can now build, save and apply custom views to your Templates list. To build a view: 1. On the Templates window, click Options. ADP CRM opens the Templates options window. 2. First, set your search criteria. This tells ADP CRM what templates you want to include in the view. a. My Templates Only. Click Yes if you want the view to include only templates created by you. Click No if you want the view to include templates created by you and by other employees. Note that you may not have permission to see and work with templates that you didn t create. b. Purpose. Use this to limit the view to templates with a specific purpose, for example, Birthday templates. If you want to see all templates regardless of purpose, don t select anything here. B24227 September 2011 ADP, Inc. 19 of 25

20 c. Layout. Use this field to limit the view to templates with a specific layout, for example, envelope templates or labels. If you want to see all templates regardless of layout, don t select anything here. d. Include. Check Individuals and leave Companies unchecked if you want to include only templates written for individuals. Check Companies and leave Individuals unchecked if you want to include only templates written for companies. Check both Individuals and Companies to include both types of templates. e. Type. Check Letter to include templates marked for Letter and Letter & . Check to include templates marked for and Letter and Next, set the sort options for the view. a. Name. Will sort alphabetically by template name. If set to Ascending order, will sort A at the top of the list and Z at the bottom b. Purpose. Will sort alphabetically by purpose. If set to Ascending order, will sort A at the top of the list and Z at the bottom. c. Subject Line. Will sort alphabetically by the first word in the subject line. If set to Ascending order, will sort A at the top of the list and Z at the bottom d. Type. Will sort alphabetically by type selected. If set to Ascending order, will sort A at the top of the list and Z at the bottom e. Layout. Will sort alphabetically by first word in the name of the layout. If set to Ascending order, will sort A at the top of the list and Z at the bottom f. In Use. If set to Ascending order, will put templates marked No at the top of the list and Yes at the bottom. g. Created On. Will sort templates based on the date that they were created. If set to Ascending order, will place older templates at the top of the list and newer ones towards the bottom. h. Created By. Will sort templates based on the name of the employee who created them in the system. If set to Ascending order, will sort A at the top of the list and Z at the bottom. 4. In the View name field, type in whatever you want to call the view. 5. If you want ADP CRM to always apply this view to the Templates tab when you log into ADP CRM, check the box next to Make this view your default view?. 6. Click Save to save your view. To apply the view now, click Search. If you don t want to apply the view now, click Close. Templates: New Merge Fields Added in 4.6 We ve added the following new merge fields in 4.6. Category Name Description Customer Suffix The suffix attached to a customer s name. Employer Occupation The name of the customer s employer. The customer s occupation, as 20 of 25 September 2011 ADP, Inc. B24227

21 Customer Assignments Deal Lead Location Miscellaneous Preferred Phone Driver s License Number Gender Language Preference Contactperson Title Contactperson First Name Contactperson Full Name Contactperson Suffix Contactperson Address Contactperson Address 2 Contactperson City Contactperson State Contactperson ZIP Contactperson ZIP4 Contactperson Home Phone Contactperson Work Phone Contactperson Extension Contactperson Fax Number Currently Assigned Salesperson Signature Image Customer Down Payment Co-buyer Birthdate Driver Title Driver First Name Driver Last Name Driver Full Name Dealership BAC Code Personnel Signature Image Logged In User First Name Logged In User Last Name Logged In user Signature Image Logged In User Merge Fields 1,2 3 and 4 recorded in his or her customer profile. The customer s preferred phone number. Pulls the actual digits of the number marked as preferred; if the preferred phone is the home phone, this prints the home phone number. The driver s license number on file for the customer. Male or female, as recorded in the customer s profile. The customer s preferred language. For company customers, details on the name of the person listed as the company contact. For company customers, contact info for the person listed as the company contact. B24227 September 2011 ADP, Inc. 21 of 25

22 Service Service Advisor on Service Appointment Templates: Set Up a Third-Party/OEM Template Alert You can set up ADP CRM to alert you when a third-party/oem template is available for download in either or two places: in the Preference Profile for all employees who need to see the alert, or from the Alerts tab in the Customize CRM dialog. We recommend that you set this up in the Preference Profile only for those users ( such as your Internet Sales Manager) who need to download and work with third-party templates. 1. On the Main Menu, select Launch > System Administration > Preference Profiles. ADP CRM will open the Preferences window. 2. Find and click on the name of the profile that you want to update, and then click Edit to open that profile s record. ADP CRM opens the profile and shows the Details window. 3. Click Alerts on the navigation pane to go to the Alerts Setups window. 4. In the Alert me when column, find A new third-party template is added to the third-party template library. Do the following: a. Set the restraint to the appropriate level. Deliver as selected means that alerts will always be delivered as you set them up here. Deliver as the user selects allows the user to change the delivery method for this alert via the Customize CRM dialog. Pick either of these as appropriate. Do not pick Not allowed. b. Check the box under the delivery method that you want to use for this alert. Note that you can only choose the Popup method if you are running ADP CRM withint he Drive portal. Work will deliver an alert to the employee s ADP CRM Inbox. Mobile will deliver an alert to the employee s smartphone or other mobile device. 5. Click Save to save you changes and then click Back to exit the Alerts Setups window. Templates: Import Third-Party/OEM Templates To import a third-party template into ADP CRM: 1. Select Launch > BDC > Templates > New > Full Template to open the Template Editor. 2. Give your template a name, subject and template type just as you would for any other template. 22 of 25 September 2011 ADP, Inc. B24227

23 3. Click the icon on the formatting toolbar to open the Template Manager dialog. You ll see a folder list that contains third-party templates for your dealership. Here s what it looks like: 4. Browse to the template that you want to load, and then click Insert. The content of the third-party template will be loaded into your new template. 5. Make changes to the template if desired. When you are satisfied with the template, click Save on the Template Editor tool bar to save the template. Tasks: Group Tasks by Customer or Date To set up ADP CRM to group tasks by customer or date: 1. On the Tasks tab, open the view that you want to add grouping to or start a new view. To open an existing view, simply apply the view to the tab, and then click Options to open the View Options window. 2. Click the arrow next to the Group By field. Click on the option that you want to group by: Customer or Scheduled Date. Note that when you apply groups to your view, the Sort Options will apply within the grouping. Change your sort options as desired for this view. 3. Click Save to save your changes. ALI Integration: Add Permissions There are two different permissions available for your users who need to see and work with lead scores: B24227 September 2011 ADP, Inc. 23 of 25

24 View Lead Scores. Give this permission to anyone who needs to see lead scores in any of the following locations: Customer Management - Dashboard Customer Management - Leads and Internet tabs Customer Management - Lead records Reports - Lead and Internet Lead-related reports BDC Programs Campaign Management - Campaigns Score a Lead Manually. Give this permission to anyone who needs to: Manually send a lead to ALI for a lead score To assign these permissions to your users: 1. Navigate to Launch > System Administration > Permission Profiles. 2. Select the profile that you want to add the Lead Score permissions to. 3. Click Edit. 4. Select the check box next to one or both of the permissions. You'll find them in the following locations: Customer Management > ileads > View Lead Score Customer Management > ileads > Score a Lead Manually 5. Click Save. ALI Integration: Update Preferences Profile 1. Find the Preference Profile that you want to make changes to on the list on the left side of the Manage Preferences window. 2. Click on the profile to select it from the list, and then click Edit on the tool bar. 3. Click Log My Lead. 4. Select the Lead section. 5. Move the ADP Lead Score to the list of fields that are included. 6. Select the Buttons section. 7. Move the ALI button to the list of buttons that are included. 8. Click Save. ALI Integration: Set Up Assignment Rules and Auto- Responses Based on Lead Score If you are using ALI, you can: Assign leads to different salespeople based on score. Send different auto-responses to customers based on their lead score. 24 of 25 September 2011 ADP, Inc. B24227

25 Assign Leads Based on Lead Score To assign leads based on the score they've received, you ll need to create one assignment rule for each lead score. Here s how to create each one: 1. On the Manage Locations window, select the location you want to set up a new assignment rule for. 2. Select ileads Assignment Rules from the drop-down menu at the top of the window, then click Go. 3. Click Add. 4. Give the Assignment Rule a Name, and select what type of leads it should apply to (Example: Sales or Parts leads). 5. Select the Account that the rule applies to, then choose a Distribution Method and select the Salesperson to whom you want to assign the leads. Tip: If you are relatively new to setting up ileads, we highly recommend selecting a Distribution Method of Single and having all leads from an account assigned to a single salesperson. This makes it much easier to track your incoming leads and make sure that they are being distributed properly. 6. Choose the lead score that you want handled by this assignment rule. 7. If you want CRM to send an auto-response, which is an telling the prospect that their inquiry was received and that a salesperson will contact them shortly, click the Enable Auto-Response check box, then select the Auto-Response Template CRM should use to create the If you want to limit this assignment rule to specific sources or vehicle types, make your selections in the Criteria section. Tip: In most cases, we do not recommend limiting your assignment rules by vehicle type. If you choose to use this feature, you'll need to be careful to make sure you have rules to cover every request type you might get, so no leads fall through the cracks. 9. If you want to limit this rule to certain business hours, you can do so in the Time Frame section of the window. Otherwise, click Save and Close. Tip: Again, we do not recommend limiting assignment rules to a time frame in most cases. This increases the risk that there will be no assignment rule in effect during some business hours, if you forget to set up rules covering all of your store's hours. Set Up Different Auto-Responses by Lead Score To set up different auto-responses based on lead score, you will need one autoresponse template for each lead score: 1. Create each of the auto-response template versions that you want to use. 2. Open your auto-assignment rule. 3. Select Enable Auto-Response. 4. Select one of the auto-response templates in each of the following fields: Default, Gold, Silver, and Bronze. 5. Save the auto-assignment rule. B24227 September 2011 ADP, Inc. 25 of 25