mpc support FAQ FAQ FAQ FAQ A 360 Degree Contact Management Company

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1 mpc support FAQ FAQ FAQ FAQ A 360 Degree Contact Management Company

2 Table of Contents 1 Getting Started Settings Logo and Signature Explore the Mortgage Planner CRM Tasks Create a Task Log a Call Edit a Task Assign a Task to Another User Complete a Task Delete a Task View Tasks View Task Lists View Birthdays this Month Task Settings Task Reminders DARTS Calendar Create an Event Edit an Event Delete an Event Send a Meeting Request Calendar Settings Calendar Sharing Change Event Invite Logo Contacts Create a Contact Edit a Contact Change Contact Record Type Delete a Contact Search for a Contact View a List of Specific Contacts Contact Capture Referral Tracking Realtor Co Branding Page 2 MPC Support (888) x 0 support@mpc-co.com

3 5 Accounts Account Names Create an Account Edit an Account Delete an Account Transaction / Properties Create a Transaction / Property Edit a Transaction / Property Delete a Transaction / Property Search for a Transaction / Property View a List of Specific Transaction / Properties Mass Update Transaction / Properties s Send an Add CC/BCC to an Mass s Send a Mass Send a Mass Request Update Create a Mass View Tracking Mass s Viewing Bounced s Templates View Templates Edit an Template Create an Template Create an Template from HTML Code Insert Images into an Template Add Attachment to an Template Template Troubleshooting Letterhead Edit a Letterhead Create a Letterhead Settings Request Update or Stay-in-Touch Settings Send s from Multiple Addresses Unsubscribe Option...66 Page 3

4 7.7.4 Automatic BCC Settings Troubleshooting Template Disappeared Documents Save a Document to the CRM Save a Document to a Contact a Document My Logo My Signature Sample MPC Footer Remove Signature Image Hyperlink Signature Image Document Size Limits Documents Troubleshooting Blurry Photo Image not Available for Template Mail Merge Single Mail Merge Document Mass Mail Merge Document Request Mass Mail Merge Feature Activation Create a Mail Merge View Create and Upload a Mail Merge Template Reports Run a Report Print a Report Export a Report Schedule a Report Edit a Report Create a Report Create a Contacts Report Create a Transaction / Property Report Create a Transaction / Property with Borrower Information Report Create an Activity Report Reffinity Reports Modification to your CRM Habits Generate a Reffinity Report...96 Page 4

5 9.7.3 Overview of Reffinity Report Results Adjust Results in Reffinity Report Schedule a Reffinity Report Unschedule a Reffinity Report Adjust defaults in Reffinity report Troubleshooting Reffinity Reports Dashboards View Dashboards Edit a Dashboard Create a Dashboard Component Syncing Syncing Outlook (for contact sync) Setup for Outlook 2003 or 2007 (for contact sync) Setup for Outlook 2010 or 2013 (for contact sync) Add from Outlook to CRM CRM Address Book CRM Security Token Outlook Troubleshooting LinkPoint Syncing Google Setup for Google Sync Sync Google Calendar Sync Google Contacts Google Sync Password Change Google Sync with iphone Google Sync with iphone Contacts Only Sync Phone iphone/ipad App Setup Blackberry App Setup Android App Setup Mintfly.com Setup for Android Reset App Password on Phone Change Mobile Device MAC Sync Mail Drop Microsoft Office Sync Page 5

6 12 Data Management Importing into CRM Import Contacts Import Transaction / Properties Exporting Data to be Imported into CRM Exporting from Outlook Exporting from Google Contacts Exporting from Point Exporting from Encompass Exporting from ACT Exporting from Workcenter Exporting from InHouse Mortgage Exporting from Mortgage Dashboard Exporting from Goldmine Exporting from Filogix Exporting from CRM Full Data Backup Merging Duplicate Records Merging Duplicate Contacts Merging Duplicate Accounts Merging Groups Mass Delete Records Mass Delete Contacts Mass Delete Activities Setup / Customization Edit Personal Information Passwords Forgot Password Locked Out Password Settings Generate New Password for User User Name and Password Change Request Additional Users Chatter Settings Customize Dropdown Menus Change Group List Change Stage List Page 6

7 Change Lead Source List Change Transaction / Property Status Alphabetize Dropdown Options Change Task Subject List Workflows About Workflows View Workflows Marketing Campaigns About Mortgage Planner CRM Marketing Campaigns Create a Marketing Campaign Loan Process Checklist About Mortgage Planner CRM Loan Process Checklist Create a Loan Process Workflow Sample Loan Process Page 7

8 1 Getting Started Introduction to Mortgage Planner CRM If this is your first time accessing the Mortgage Planner CRM, you will want to make sure it is all setup with your information. This section will get you ready to start using the CRM everday! To get started in the Mortgage Planner CRM: 1.1 Settings First we will run through some quick setup items to ensure that your information is up-to-date. 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on My Personal Information on the top of the list on the left. 4. Click on the first bullet point; Edit your information, language, time zone 5. Click on the Edit button. 6. Change your Alias to your first name. 7. Change your Username to your address. This will be your new login. 8. As you scroll down, enter your contact information including Title, Company Name, Phone, Fax, Mobile, Mailing Address, Websites, etc. This information is for use in the templates to be sent to your contacts. 9. Enter your signature information into the User Signature box. We will import your logo and signature image in the next section. 10. Select your Time Zone from the pull down menu toward the bottom of the page. 11. Uncheck the newsletter boxes at the bottom of the page. 12. Click the Save button. 13. Click on My Stay in Touch Settings on the left, under My Personal Information. 14. Scroll down and enter your signature information into the Default Signature box. 15. Click the Save button. 16. Click on Mobile Administration, on the left toward the bottom of the list. 17. Click on Salesforce Mobile. 18. Click on Settings on the right. 19. Click the Edit button. 20. Check both of the checkboxes. 21. Click the Save button. Page 8

9 1.2 Logo and Signature Next we will upload your logo and signature image for your templates. 1. Click on the Documents tab. 2. Select the MortgagePlannerCRM Folder and click Go. You can also use the search box at the top of this section. Just type logo in the box and click Find Document. 3. Click on My Logo.jpg. 4. Click the Replace Document button. 5. Click the Browse button to find your new logo on your computer. 6. Click the Replace Document button. 7. Click on the Documents tab. 8. Select the MortgagePlannerCRM Folder and click Go. You can also use the search box at the top of this section. Just type signature in the box and click Find Document. 9. Click on My Signature.jpg. 10. Click the Replace Document button. 11. Click the Browse button to find your new signature image on your computer. 12. Click the Replace Document button. 1.3 Explore the Mortgage Planner CRM Now that you have completed the basic setup of your Mortgage Planner CRM, you will want to start exploring everything the CRM has to offer! The following are the sections we suggest you start with. 1. Create a Contact 2. Marketing Campaigns 3. Create a Task 4. DARTS 5. Send an 6. Log a Call 7. Attach a Document 8. Tracking 9. Create a Transaction / Property 10. Loan Process Checklist Page 9

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11 2 Tasks 2.1 Create a Task Tasks can be created from multiple places throughout the CRM. To create a Task from the Home page: 1. Click on the Create New button on the left. 2. Select Task from the drop down list. 3. Type what you need to do in the Subject box. We suggest putting as much as possible in the Subject box because this is what will display in your task list. Example: Call to follow up on missing documents 4. Choose a Due Date. 5. If this is related to a specific Contact or Transaction / Property, enter that contact s name in the Name box on the right. 6. Click the Save button. To create a Task from a Contact s page: 1. Hover over Open Activities at the top of the contact record. 2. Click on the New Task button. 3. Type what you need to do in the Subject box. We suggest putting as much as possible in the Subject box because this is what will display in your task list. 4. Select a Due Date. 5. Click the Save button. TIPS: Creating and using the Tasks in the CRM is a great way to have all your Tasks in one place with your Contact information. For more information on mastering the Tasks please read the DARTS section. If your notes do not fit in the Subject box, you can type SC, for See Comments, at the end of the Subject and continue to enter the remaining notes in the comment box. Page 11

12 2.2 Log a Call Log a Call is a great place to keep all of your notes regarding a Contact. These notes are searchable and exportable when you enter them as a Log a Call. To Log a Call on a Contact s page: 1. Hover over Activity History at the top of the contact record. 2. Click on the Log a Call button. 3. Type your notes in the Subject box. We suggest putting as much as possible in the Subject box because this is what will display in your activity history. 4. Click the Save button. TIPS: If your notes do not fit in the Subject box, you can type SC, for See Comments, at the end of the Subject and continue to enter the remaining notes in the comment box. Page 12

13 2.3 Edit a Task Tasks can be edited from multiple places throughout the CRM. To edit a Task from your Home page: 1. Hover over the Subject of the Task you want to edit. 2. Click the Edit button. 3. Make any changes needed, such as changing the Due Date or entering some Comments. 4. Click the Save button. To edit a Task from the Contact s record: 1. Hover over Open Activities. 2. Click the Edit link to the left of the Task you want to edit. 3. Make any changes needed, such as changing the Due Date or entering some Comments. 4. Click the Save button. TIPS: Don t forget to click the Save button! Page 13

14 2.4 Assign a Task to Another User Task can be assigned to different users within your CRM. To assign a Task to another user: 1. Click on Edit to open the Task in edit mode. 2. Change the name in the Assigned To box to the desired user. You can search for users by clicking the magnifying glass icon. 3. If this is a High Priority task, you can check the Send Notification box to notify the user that the task has been assigned to them. 4. Click the Save button. Page 14

15 2.5 Complete a Task To remove a Task from your task list, you can either mark it as completed or delete it. To mark a Task as Completed from your Home page: 1. Click the X link to the left of the Task you want to close. 2. Enter any Comments in the task if needed. We recommend adjusting the subject line to reflect what exactly was completed. 3. Click the Save button. You can also create a new Task by clicking the Save & New Task button. To mark a Task as Completed from the Contact s record: 1. Hover over Open Activities. 2. Click the Cls link to the left of the Task you want to close. 3. Enter any Comments in the Task if needed. 4. Click the Save button. You can also create a new Task by clicking the Save & New Task button. Page 15

16 2.6 Delete a Task If you do not need to complete the Task, you can also delete it from your task list. To delete a Task: 1. Click on the Subject of the Task you want to delete. 2. Click the Delete button at the top. TIPS: For deleting a large number of Tasks, please see the Mass Delete Activities section. Page 16

17 2.7 View Tasks View Task Lists The CRM has many options for viewing your Task list. You can see all of your tasks directly on your Home page. To view your Task list for today: 1. Click on the Home tab. 2. Change the pull down menu on the right to Today and Overdue. 3. Click the View More link at the bottom of that list to view more Tasks. For a more detailed view of your Task list: 1. Click on the Home tab. 2. Click on the shortcut to the Calendar in the side bar on the left. 3. Click the Activity List View button at the top. 4. Change the View pull down menu at the top to see a different set of Tasks. If needed, you can also click the Edit link next to the pull down menu to change the current view or click the Create New View link to create a new view. TIPS: We recommend keeping your Task view at Today and Overdue or Next 7 Days and Overdue. Page 17

18 2.7.2 View Birthdays this Month To view Birthdays this month for Clients: 1. Click on the Contacts tab. 2. Change the view to Birthdays this Month. 3. Click on the Print icon in the top right corner. Do the same thing for the Co Borrower: 1. Click on the Contacts tab. 2. Change the view to Birthdays this Month (Co Borrower). 3. Click on the Print icon in the top right corner. TIPS: To send a Birthday to multiple people, we recommend using the Mass feature. Use the Birthdays Today view in the Mass section and choose the Birthday template. For more information on how to send a Mass please see the Send a Mass section. Page 18

19 2.8 Task Settings Task Reminders As a default, your tasks have a popup reminder that will show up on the day they are due. This reminder is a great way to help you stay on track. If you prefer to work off your Task list on the Home page, you can turn off the popup reminder by following the following steps. To turn off Task reminders: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on My Personal Information on the top of the list on the left. 4. Click on Reminders. 5. Uncheck the checkbox next to By default, set reminder on Tasks to. 6. Click the Save button. TIPS: With the reminders off, you can now use the reminders only on high priority tasks on a case by case basis from the individual task page. The Mortgage Planner CRM automatically creates birthday reminders for you. If you do not need these tasks to be created automatically, you can turn off the workflows for these tasks. To stop the Birthday Tasks from being automatically created: NOTE: The following can only be done if you are the Primary User or the System Administrator. 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Create on the left under the App Setup section. 4. Click on Workflows and Approvals. 5. Click on Workflow Rules. 6. Click the Deactivate link next to Birthday Campaign and Birthday Campaign (Co Borrower). Page 19

20 2.9 DARTS DARTS IN ACTION Have you ever wondered how you managed to accumulate so many s in your Inbox? If you ever looked at Outlook or Gmail and wondered, "How am I ever going to catch up on reading and responding to all of these messages?", then keep reading. Imagine for a moment that when you go out for your morning commute that there are no traffic laws, no divider lines, no signs for directions, no red-lights or speed limits to control the safe flow of traffic. What would happen? Chaos! The fact is that we are taught the rules and must prove that we have a good understanding of the laws before we are issued a driver's license. Without this process and the agencies that patrol and enforce the laws, our roads and highways would probably get jammed up and over-loaded, just like your inbox. As traffic has increased on the web and more users have turned to to communicate, the amount of messages in the inbox has become harder to manage. The problem is that we built and began using the technology, without establishing some basic rules of the road between the other e-motorists. MPC has created a set of easy-to-follow, electronic rules of the road called DARTS, an acronym for Delete, Archive, Reply, Task, Sync. These are the five options most commonly exercised when a message enters a user's inbox. DELETE When a new message arrives in the inbox, odds are that a large percentage are promotional or advertising in nature, so we "Delete" or "Archive" these messages for future reference. For clients that are experiencing extreme inbox overload (500+ Message), we recommend unsubscribing from all lists and RSS feeds until your Inbox is under control. Since there is a good chance that you are also receiving unnecessary s from your friends, colleagues, and team members, it is a good idea to have a plan to teach those contacts how to best communicate with you. A great way to redirect all of that non-business communication from your Outlook inbox is to request that your contacts join you on Facebook and encourage them to communicate with you there. It should be noted that your Facebook account settings should not automatically you the newsfeed updates from your FB friends. ARCHIVE Page 20

21 For the messages that are important to keep, but require no action, it's best to "Archive" the message by linking it to the sender, contact and/or transaction to whom or which the message is most directly related. Each archived message should automatically include a time and date stamp. You should also consider the subject line. Does it accurately describe the content of the ? Edit the subject line to make finding it later, easier. This will also provide the CRM user (or a team of users) a system to track all messages related to contacts, projects, transaction, etc. Tier One CRM systems allow users to mass archive multiple messages from a single sender or mass archive a series of s about specific project. REPLY For messages that require a response, we recommend that you edit the subject line if necessary and it's best to "Archive" the message into your CRM by linking it to the sender, contact and/or transaction to whom or which the message is most directly related. Follow the rules of the road and do not cc other contacts on your reply message unnecessarily. The members of your team should always be able to access the message from the CRM. TASK For messages that require an action on the part of the CRM user, best practices dictate that the be archived into your CRM by linking it to the sender, contact and/or transaction to whom or which the message is most directly related. This should be followed by the creation of a task, series of tasks (project), or the launch of an automated workflow that contains a series of tasks assigned to multiple users. Each task should contain a due date, subject line, detailed instructions, priority and status. If the CRM offers an notification, use sparingly. A good use of the notification option would be when one or more of the team members is mobile, but is able to receive on their iphone or Blackberry. SYNCHRONIZATION (SYNC) CRM solutions may offer manual and automated SYNC options and both should be used based on individual needs. The primary benefit of SYNC is to connect multiple devices and contact management systems for continuity and to eliminate double and triple data entry. Advances in synchronization allow users to stay connected with wired and wireless option. Look for flexibility and device compatibility when considering CRM solutions and the devices that will be able to support it. Page 21

22 3 Calendar 3.1 Create an Event An event is a meeting on your calendar. Events can be created from multiple places throughout the CRM. To create an Event from the Home page: 1. Click on the Create New button on the left. 2. Select Event from the drop down list. 3. Type the purpose of the Event in the Subject box. 4. Select the Date and Times for this Event. 5. If this is related to a specific Contact or Transaction / Property, enter that contact s name in the Name box on the right. 6. To send the Event Invite to your contact, click the Add to Invitees link to the right of the contact s name. 7. Enter the Location and a Description if needed. This will be sent to the contact if they were added in step Click the Save button. Or Save and Send Update to send the meeting request to the invited contact. To create an Event from a Contact s page: 1. Hover over Open Activities at the top of the contact record. 2. Click on the New Event button. 3. Type the purpose of the Event in the Subject box. 4. Select the Date and Times for this Event. 5. If this is related to a specific Contact or Transaction / Property, enter that contact s name in the Name box on the right. 6. To send the Event Invite to your contact, click the Add to Invitees link to the right of the contact s name. 7. Enter the Location and a Description if needed. This will be sent to the contact if they were added in step Click the Save button. Or Save and Send Update to send the meeting request to the invited contact. TIPS: You can also double click anywhere on your calendar to add an Event right there. Page 22

23 3.2 Edit an Event To edit an Event from your Home page: 1. Hover over the Event on your calendar that you want to edit. 2. Click the Edit button. 3. Make any changes needed, such as changing the Date or Time. 4. Click the Save button. Or Save and Send Update to send the meeting request to the invited contact. To edit an Event from the Contact s record: 1. Hover over Open Activities. 2. Click the Edit link to the left of the Event you want to edit. 3. Make any changes needed, such as changing the Date or Time. 4. Click the Save button. Or Save and Send Update to send the meeting request to the invited contact. TIPS: Don t forget to click the Save button! Page 23

24 3.3 Delete an Event To delete an Event: 1. Click on the Subject of the Event you want to delete. 2. Click the Delete button at the top. Note: If the contact was invited to this Event, it will notify your contact that the Event has been cancelled. TIPS: For deleting a large number of Events, please see the Mass Delete Activities section. Page 24

25 3.4 Send a Meeting Request To use the meeting request feature from the Contact s record: 1. Hover over Open Activities at the top of the contact record. 2. Click on the New Meeting Request button. 3. Enter the Subject of the meeting. 4. Enter the Location of the meeting. 5. In the Propose Meeting section, click on up to five time slots for your meeting. If needed, you can change the duration of the meeting from the pull down menu on the right. 6. Once you have selected the proposed times, click the Next button. 7. Enter your Message to be sent to your contact. 8. Click the Send button. TIPS: This will send the contact option to choose one of the suggested times. Once they have selected one, you will get a confirmation and the event will automatically be set on the calendar. The contact will also have the option to indicate if none of the times work and send a note back, in which case you can repeat the above steps and suggest new times. In order for the event to show up on the calendar, you must confirm the event after the recipient selects a time. Page 25

26 3.5 Calendar Settings Calendar Sharing You can control who can see and edit the events on your calendar. To change your Calendar Sharing settings: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on My Personal Information on the top of the list on the left. 4. Click on Calendar Sharing. 5. Click the Add button. 6. Change the Search pull down menu to Users. 7. Add the User(s) to share your Calendar with. 8. Select the level of Calendar Access for these users. 9. Click the Save button. Page 26

27 3.5.2 Change Event Invite Logo You can change the logo sent out with Event Invites. NOTE: The following can only be done if you are the Primary User or the System Administrator. The new logo must meet the following size requirements: The logo must be less than 20KB. The dimensions of the logo must be less than 130 x 100 pixels. NOTE: The logo must be saved in the Documents tab first. For instruction on how to upload a document to your CRM see the Save a Document to the CRM section. To change the logo on Event Invites: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Customize on the left under App Setup. 4. Click on Activities. 5. Click on Activity Settings 6. Check the box next to Show Custom Logo in Meeting Requests. 7. Click on the Magnifying Glass icon to select your logo. 8. Select your logo. 9. Click the Submit button. Page 27

28 4 Contacts 4.1 Create a Contact When you meet a potential client or business partner, you will want to enter their contact information into the system right away. This will help you to manage and track your communications with that Contact. To create a new Contact from the Home page: 1. Click on the Create New button in the side bar on the left. 2. Select Contact from the drop down list. 3. Choose either Client or Business Contact from the record type drop down. The Record Type determines what fields are going to display on the next page. 4. Click the Continue button. 5. Enter in as much contact information as you have available. The four required fields on this page are Account Name, Group, Lead Source, and Last Name. These fields must be populated in order to save the record. 6. Click the Save button. TIPS: Choose Client as a default Record Type when creating a Contact. Choose Business Contact for realtors, appraisers, and vendors. You can find more information on Account Names in the Account Names section. Contacts must have at least one group, but can also be in multiple groups The Lead Source and Group lists are customizable. See the Customize Drop Down Menus section for more information. Page 28

29 4.2 Edit a Contact Contacts can be edited from multiple places throughout the CRM. To edit a Contact: 1. Click on the Contact s Name to view the contact record. 2. Click the Edit button on the top of the page. 3. Make any changes needed. The four required fields on this page are Account Name, Group, Lead Source, and Last Name. These fields must be populated in order to save this record. 4. Click the Save button. Alternately, you can also edit individual fields when viewing the Contact page: 1. Click on the Contact s Name to view the contact record. 2. Hover over the information you want to change so the edit pencil appears. 3. Double click to edit only that field. 4. Make any changes needed. Changes will be highlighted Orange until you click the Save button. 5. Click the Save button. TIPS: Don t forget to click the Save button! Page 29

30 4.2.1 Change Contact Record Type To change the Record Type from Client to Business or vise versa: 1. Open the Contact s page in the CRM. 2. Scroll down to the System Information section. 3. Click on System Information to expand that section. 4. Click the Change link next to Contact Record Type. 5. Choose the New Record Type from the pull down menu. 6. Click the Continue button. You can make any other changes to the Contact record if needed. 7. Click the Save button. Page 30

31 4.3 Delete a Contact To delete a Contact: 1. Click on the Name of the Contact you want to delete. 2. Click the Delete button at the top. TIPS: This will delete all activities and history associated to this Contact. For duplicate contacts, you can merge the contacts together. See the Merging Duplicate Contacts section for instructions. For deleting a large number of Contacts, please see the Mass Delete Contacts section. Page 31

32 4.4 Search for a Contact The CRM offers many ways to find the contacts you are looking for. You can search for individual contacts or view entire lists of contacts. To Search for an individual contact: 1. Click in the Search box on the top of the side bar on the left. 2. Enter in the Contact s Name. 3. Click the Go button. TIPS: For best results, leave the pull down menu on Search All. You can search for contacts by first or last name, , or phone number. You can limit the search to only your contacts by checking the Limit to items I own checkbox. Page 32

33 4.5 View a List of Specific Contacts The CRM offers many ways to find the contacts you are looking for. You can search for individual contacts or view entire lists of contacts. To view an entire list of Contacts: 1. Click on the Contacts tab. 2. Select the desired list from the View pull down menu Click the Go button if the desired view is already selected. 3. You can scroll through this list using the Next and Previous link on the bottom. To create a New View: 1. Click on the Contacts tab. 2. Click on the Create New View link next to the pull down menu. 3. Enter a View Name Example: Top 100 Clients 4. In Step 2, specify the Filter Criteria for this Contact View. Example: a. Select Group in the Field pull down menu. b. Choose Includes in the Operator pull down menu. c. Enter the exact Group name in the Value box, such as Client: Top 100. The Group has to be spelled exactly the same as your Group Name. 5. In Step 3, Add the fields you want to see in this Contact View. 6. In Step 4, select who you want to be able to see this view. 7. Click the Save button. Page 33

34 4.6 Contact Capture If you receive many leads through , this may be a useful tool for you to quickly create a contact when you receive a lead via . We recommend Contact Capture to quickly add new contacts into your CRM. NOTE: The following can only be done if you are the Primary User or the System Administrator. Click on the following link and follow the instructions to get the Contact Capture setup: It s free and very easy to setup. TIPS: You can then select the lead source, groups associations, and place the lead on the appropriate drip marketing campaign manually after the Contact is created. Please note: Contact Capture is a separate program from the Mortgage Planner CRM. Page 34

35 4.7 Referral Tracking The Mortgage Planner CRM makes it very easy to track your referrals. Both the referrals you receive and the referrals you send to your business partners. The referrals that you received are easily tracked each time you enter a new lead into the CRM. Right on the contact page you can enter the Lead Source (how did you hear about or meet this person) and the Referred By (the person who referred this contact to you). This information will then display right from the realtor s contact page. Just hover over the Referrals Received link to see all the referrals from this contact. You can also easily send your contact s information to your business partners using the Referred to the Following Partners link. Simply click on the New Referral link and choose the business partner you need to refer this contact to. Page 35

36 4.8 Realtor Co Branding The Mortgage Planner CRM has a Prospective Homebuyer Tips campaign that is setup to Co Brand with your top realtors. To use the co-branding feature you will need to do the following: The realtor in which you would like to use for co-branding will need to be setup as a contact in your CRM. Be sure to fill in the realtor s Title, Phone Number, , Photo, and Logo. 1. If you would like their photo and/or logo to show up on the co-branded campaign, you can find their photo/logo just by doing a Google search or uploading it from your computer to a website that will host the image online. a. Photobucket is a great website for hosting images online Once you have located all of the realtor s information listed above, follow these steps: To get the URL for the photo and logo: 1. Locate the Photo or Logo online. 2. Right click on the image. 3. Select Copy Image Location, if you are in Firefox. or Properties, then select and copy Address (URL), if you are in Internet Explorer. 4. Paste copied URL into Photo URL field or Logo URL on Realtor s page in the CRM. 5. Click the Save button. To assign that realtor to a prospect in the CRM: 1. In the CRM, go to Client s contact page that you d like to have set up on the campaign. 2. Enter the name of the Realtor in the Realtor (for Co-Branding) field. To start the Co Branded Marketing campaign: 1. From the Marketing Campaign dropdown, select Prospective Home Buyer Tips (For Co Branding). 2. Click the Save button. You have successfully setup this client on the Prospective Home Buyer Tips (For Co Branding) campaign! Page 36

37 5 Accounts 5.1 Account Names For most of your Contacts, we recommend using a generic word, such as Database or Contact, as the Account Name. This simplifies the entry process and helps prevent duplicates in the future from imports. All contacts, regardless of Account Name, can be sorted by the Group name. Alternately, for a Business Contact, you can use the Company Name (example: Keller Williams San Diego Metro ) for the Account Name. Page 37

38 5.2 Create an Account Every Contact must be assigned to an Account. To create a new Account from the Home page: 1. Click on the Create New button on the left. 2. Select Account from the drop down list. 3. Enter the Account Name (example: Keller Williams San Diego Metro ) 4. Enter in as much information as you have available. 5. Click the Save button. To create an Account at the same time you are creating a new Contact: 1. When creating a new Contact, click on the magnifying glass next to Account Name. 2. Click the New button. 3. Enter the Account Name (example: Keller Williams San Diego Metro ) 4. Enter in as much information as you have available. 5. Click the Save button. 6. Continue entering the rest of the contact information. Page 38

39 5.3 Edit an Account To edit an Account: 1. Click on the Account Name to view the Account record. 2. Click the Edit button. 3. Make any changes needed. 4. Click the Save button. TIPS: Don t forget to click the Save button! Page 39

40 5.4 Delete an Account WARNING: Deleting an account will also delete all Contacts associated to that Account. To delete an Account: 1. Click on the Account Name to view the Account record. 2. Click the Delete button. 3. Click the Ok button. TIPS: For duplicate accounts, you can merge the accounts together. See the Merging Duplicate Accounts section for instructions. Page 40

41 6 Transaction / Properties 6.1 Create a Transaction / Property The Transaction / Property section is for tracking all of your loan information. Each Contact can have multiple Transaction / Properties so you can manage and track every loan you start for that person. To create a Transaction / Property from a Contact s page: 1. Hover over the Transaction / Property link at the top of the contact record. 2. Click on the New Transaction / Property button. 3. Enter as much loan information as you have available. a. The only required field on this page is the Transaction / Property Name. We suggest entering a Transaction / Property Name such as John Doe Loan # 123 to help you easily search for the record later. 4. Click the Save button. To create a new Transaction / Property from the Home page: 1. Click on the Create New button in the side bar on the left. 2. Select Transaction / Property from the drop down list. 3. Enter as much loan information as you have available. The only required field on this page is the Transaction / Property Name. We suggest entering a Transaction / Property Name such as John Doe Loan # 123 to help you easily search for the record later. 4. Click the Save button. TIPS: The check boxes in the Loan Process Checklist section will send out automatic s to your Borrower and the Transaction Partners associated to this record. For more information on this, see the Loan Process Checklist section. Transaction / Properties are most often created through an import. For more information on importing, see the Import Transaction/Properties section. Page 41

42 6.2 Edit a Transaction / Property To edit a Transaction / Property: 1. Click on the Transaction / Property Name to view the Transaction / Property record. 2. Click the Edit button. 3. Make any changes needed. 4. Click the Save button. Alternately, you can also edit individual fields when viewing the Transaction / Property page: 1. Click on the Transaction / Property Name to view the Transaction / Property record. 2. Hover over the information you want to change so the edit pencil appears. 3. Double click to edit only that field. 4. Make any changes needed. Changes will be highlighted Orange until you click the Save button. 5. Click the Save button. TIPS: The check boxes in the Loan Process Checklist section will send out automatic s to your Borrower and the Transaction Partners associated to this record. For more information on this, see the Loan Process Checklist section. Don t forget to click the Save button! Page 42

43 6.3 Delete a Transaction / Property To delete a Transaction / Property record: 1. Click on the Transaction / Property Name of the record you want to delete. 2. Click the Delete button at the top. TIPS: This will delete all activities and history associated to this Transaction / Property. You cannot mass delete Transaction / Properties, you must delete them individually. Page 43

44 6.4 Search for a Transaction / Property The CRM offers many ways to find the Transaction / Property you are looking for. You can search for individual records or view entire list. To Search for an individual Transaction / Property: 1. Click in the Search box on the top of the side bar on the left. 2. Enter the Transaction / Property Name. 3. Click the Go button. TIPS: For best results, leave the pull down menu on Search All. You can also search for a Transaction / Property by the Borrower s name. You can limit the search to only your records by checking the Limit to items I own checkbox. Page 44

45 6.5 View a List of Specific Transaction / Properties To view an entire list of Transaction / Properties: 1. Click on the Transaction / Property tab. 2. Select the desired list from the View pull down menu Click the Go button if the desired view is already selected. 3. You can scroll through this list using the Next and Previous links on the bottom. To create a New View: 1. Click on the Transaction / Property tab. 2. Click on the Create New View link next to the pull down menu. 3. Enter a View Name Example: Loans Closing This Month 4. In Step 2, specify the Filter Criteria for this Transaction / Property View. Example: d. Select Closing Date in the Field pull down menu. e. Choose Equals in the Operator pull down menu. f. Enter filter criteria value, such as This Month. 5. In Step 3, Add the fields you want to see in this Transaction / Property View. 6. In Step 4, select who you want to be able to see this view. 7. Click the Save button. Page 45

46 6.6 Mass Update Transaction / Properties If you wish to update many Transaction / Properties at once, you can do so with the following steps. Keep in mind, once the mass update has taken place, there is not an undo option. 1. Make sure that your view is set to show you the Transactions to be updated. The view should also display the field you wish to update (e.g. Status). 2. Click the checkboxes next to the Transactions you wish to update. 3. Double click on the field for updating. 4. Make the change to the selected field. 5. Click the option for all selected records. 6. Click Save. Page 46

47 7 s 7.1 Send an You can send s to your contacts from the CRM. Not only does this save a record of that on the Contact record, but every sent individually or as a Mass is trackable in the CRM. To send an from a Contact s record: 1. Hover over the Activity History or the HTML Status link at the top of the page. 2. Click on the Send an button. 3. Click the Select Template button. 4. Select the Template from the list. 5. If needed, you can make adjustments to the before you send it. 6. If needed, you can also attach files to this by clicking the Attach File button at the bottom of the page. 7. When done editing the message, click the Send button. To send an from a Transaction / Property page: 1. Hover over the Activity History link at the top of the page. 2. Click on the Send an button. 3. Enter the Contact name in the To box. 4. Click the Select Template button. 5. Select the Template from the list. 6. If needed, you can make adjustments to the before you send it. 7. If needed, you can also attach files to this by clicking the Attach File button at the bottom of the page. 8. When done editing the message, click the Send button. TIPS: You always want to Select a Template to show your logo, footer, and signature information. For a quick message that is not already an Template, choose the Blank Letterhead template at the top of the Mortgage Planner CRM Templates list. To create or edit Templates, please see the Templates section. Page 47

48 7.2 Add CC/BCC to an There are a few ways to carbon copy (CC) or blind carbon copy (BCC) additional people when you are sending an from the CRM. To CC or BCC another User: 1. Click on the CC or BCC link. 2. From the Show drop down, select All Co-workers in Company. 3. Select the desired Contacts to the CC or BCC recipients list using the arrow buttons. 4. Click the Save button. To CC or BCC contacts from the same Account: NOTE: This only works if you are sending the from the Contact page. 1. Click on the CC or BCC link. 5. From the Show drop down, select Contacts: Account Database. 6. Select the desired Contacts to the CC or BCC recipients list using the arrow buttons. 7. Click the Save button. TIPS: If you want to CC/BCC individuals when sending an from the Transaction / Property page, or someone from outside of CRM, you can manually enter their addresses. Page 48

49 7.3 Mass s Send a Mass The CRM makes it very easy to send Mass s to your Contacts. These Mass s are also easily trackable within the CRM. You can send mass to up to 500 Contacts at a time, for a maximum of 1,000 Contacts per day. Keep in mind that this feature is based on Greenwich Mean Time (GMT). To send a Mass 1. Click on the Mass link in the Custom Links box in the side bar on the left. 2. Select a View from the pull down menu. Click the Go button if the desired view is already selected. 3. All recipients in the View are selected by default. If there are recipients who should not receive the mass , you can uncheck the box next those Contacts. 4. Click the Next button. 5. Select the Template you want to send Click the Preview link next to the Template Name to preview the . To create or edit Templates, please see the Templates section. 6. Click the Next button. 7. Enter a Mass Name. This is for your records; the recipients will not see this information. 8. Choose a Delivery Option. Choose the Send Now option to send the message immediately when you click the Send button. Choose the Schedule for Delivery option to have the message sent at a specified date and time, which you can enter in the date/time box. 9. Click the Send button. 10. Click the Finished button to exit the Mass Wizard. Page 49

50 7.3.2 Send a Mass Request Update NOTE: The following can only be done if you are the Primary User or the System Administrator. The CRM makes it very easy to send keep in touch with your Contacts. You can send "Stay in Touch" Request Updates to your entire database to gather updated contact information. To send a Mass Request Update 1. Click on the Contacts tab 2. Click the Mass Stay-in-Touch link under Tools in the bottom right section of the page. 3. Select a View from the pull down menu. Click the Go button if the desired view is already selected. 4. All recipients in the View are selected by default. If there are recipients who should not receive this , you can uncheck the box next those Contacts. 5. Click the Next button. 6. Click the Send button. To send a Request Update to just one Contact: 1. On the Contact page, click the Request Update button at the top of the page. 2. Make any changes in the Note or Signature box. 3. Click the Send button. TIPS: The Mass Stay-in-Touch uses the default note and signature you define in your personal settings. Please see the Request Update Settings section for instructions on how to edit that information. Page 50

51 7.3.2.a Mass Request Update Error Message If you are receiving an error message when you click on Request Update, it is probably because the contact does not have an Account Name. Be sure to add Account Names to all of your contacts before using the Request Update feature. Page 51

52 7.3.3 Create a Mass View You can send mass to up to 500 Contacts at a time. To send a Mass to a group of more than 500 recipients, you will need to create multiple views with less than 500 contacts per view. You can narrow down your list in many ways such as by group, city, or last name. To create a New Mass View: NOTE: For this example, we will create a view for Clients whose last name starts with the letter A through M. 1. Click on the Create New View link next to the pull down menu. 2. Enter a View Name Example: Clients A-M 3. In Step 2, specify the Filter Criteria for this Mass View. Example: a. Select Group in the Field pull down menu. b. Choose Includes in the Operator pull down menu. c. Enter the exact Group name in the Value box, such as Client. d. Select Last Name in the next Field pull down menu. e. Choose Starts With in the Operator pull down menu. f. Enter the letters into the Value box, such as a, b, c, d, e, f, g, h, i, j, k, l, m. 4. In Step 3, Add the fields you want to see in this Mass View. 5. In Step 4, select who you want to be able to see this view. 6. Click the Save button. Page 52

53 7.3.4 Tracking Mass s You can track any that is sent out individually or as a Mass . To track s from the Contact s page, hover over the HTML Status link at the top of the page. To track an entire Mass 1. Click on the Reports tab. 2. Click on the Account and Contact Reports folder on the left. If no reports are displayed, change the Recently Viewed pull down menu on the right to All Items. 3. Click on HTML Status Report To see a list of s that have been scheduled but not yet send, follow these steps: To track an entire Mass 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on on the left. 4. Click on My Mass s. This is where you can see what has been scheduled, and cancel a mass if needed. Page 53

54 7.3.5 Viewing Bounced s You can see a list of bounced contacts from any that is sent out individually or as a Mass through the CRM. To track an entire Mass 1. Click on the Contacts tab. 2. Scroll down, toward the bottom of the page there is a Reports box. 3. Click on the Bounced Contacts link. Page 54

55 7.4 Templates View Templates The CRM has over 250 pre-populated Templates for you to use. To view the Templates: 1. Click on the Templates link in the Custom Links box in the side bar on the left. 2. This will bring you to the list of Templates. Change the Folder pull down at the top of the page to see the templates for different Marketing Campaigns or the Automated s during Loan Process. 3. Click on the Template Name to view the template. Page 55

56 7.4.2 Edit an Template The Templates are the same for all the users in your CRM. If you are the Primary User or the System Administrator, or if the System Administrator has granted you access, you can edit the templates. To edit the Templates: 1. Click on the Templates link in the Custom Links box in the side bar on the left. 2. This will bring you to the list of Templates. Change the Folder pull down at the top of the page to see the templates for different Marketing Campaigns or the Automated s during Loan Process. 3. Click on the Template Name to view the template. 4. Click on the Edit HTML Version button at the top of the page. 5. Scroll Down a little, and make your changes. Edit the Subject line. Edit the text for the body of the . Use the formatting Toolbar to change the font, size, colors, etc. 6. Click the Save button. NOTE: You may also need to edit the Text version of the Template. 7. Click on the Edit Text Version button at the top of the page. 8. Click the Copy text from HTML version button. 9. Click the Save button. TIPS: We recommend leaving the text version blank because this will be automatically created based off the current HTML version when the is sent. Page 56

57 7.4.2.a Formatting Controls and Merge Fields Below is more information about the formatting toolbar: Formatting Controls: Font: Select your text and change the font style Size: Select your text and change your font size Insert an image Change the background color Color: Select your text and change the color of your text Bold Italic Underline Insert an hyperlink Left Justify Center Justify Right Justify Add bullet points Add numbers Indent text to the right Indent text to the left Available Merge Fields: Select Field Type: Choose Contact or Transaction / Property. Select Field: Choose the Field you want. Copy Merge Field Value: Copy the code for that field and paste it in the message. Page 57

58 7.4.3 Create an Template The CRM has over 250 pre-populated Templates for you to use, but you can also add new Templates to the list. To create a new HTML Template using Letterhead: 1. Click on the Templates link in the Custom Links box in the side bar on the left. 2. Click on the New Template button. 3. Choose HTML (using Letterhead). 4. Click the Next button. 5. Choose a folder in which to store the template. 6. Check the Available For Use checkbox. 7. Enter an Template Name. 8. Select a Letterhead from the pull down menu. Most of your templates use the My Letterhead" option. 9. Select an Layout. We recommend the Free Form layout. Click the View Layout Options to see all the options. 10. Enter the Description for the Template. This will display in the Activity History of the contact when sent as a Mass Click the Next button. 12. Enter a Subject in the Subject box to appear in the you send. 13. Enter the text for the Body of the Use the Formatting toolbar to change the font, size, colors, etc. 15. Use the Available Merge Fields toolbar to insert merge fields in the Subject or Body. 16. Click the Next button. 17. Click the Save button. Page 58

59 7.4.4 Create an Template from HTML Code You can also send out your marketing s through the CRM. You can do this easily using the source code from your marketing . To create a new using HTML source code: 1. Open your HTML Right click on the body of the and click View Source. 3. Copy the source code. 4. Login to your Mortgage Planner CRM. 5. Click on the Templates link in the Custom Links box in the side bar on the left. 6. Click the New Template button. 7. Choose Custom (without using Letterhead). 8. Click the Next button. 9. Choose a folder in which to store the template. 10. Check the Available For Use checkbox. 11. Enter an Template Name. 12. Click the Next button. 13. Enter a Subject in the Subject box to appear in the you send. 14. Paste the Source Code into the HTML Body box. 15. Click the Next button. 16. Click the Save button. Page 59

60 7.4.5 Insert Images into an Template You can add images to any template in the CRM. NOTE: The image must be saved in the Documents tab first. For instruction on how to upload a document to your CRM see the Save a Document to the CRM section. To add the image to your Template: 1. Click on the Templates link in the Custom Links box in the side bar on the left. 2. Click on the name of the Template you want to edit. 3. Click on Edit HTML Version. 4. Click in the body of the and place your cursor where you want to image to appear. 5. Click on the Insert an Image button in the Formatting Controls bar. The Insert an Image button is the small picture of a tree and cloud. 6. Click the Save button. TIPS: You can also add a link to that image by clicking on the image and clicking the Insert a Link button in the Formatting Controls bar. Page 60

61 7.4.6 Add Attachment to an Template You can add attachment to any Template in the CRM. The attachments saved to Templates will be sent each time you send that . To add an attachment to an Template: 1. Click on the Templates link in the Custom Links box in the side bar on the left. 2. Click on the name of the Template you want to add an attachment to. 3. Scroll to the bottom of the page. 4. Click the Attach File button. 5. Click the Browse button and select the file you want to attach. 6. Click the Attach File button in step 2. You can attach more than one file if needed by repeating step 5 and Click the Done button. Page 61

62 Template Troubleshooting If you are helping someone with creating an Template and it is not working as expected, please do not waste the client s time trying to find a solution. Just escalate the ticket to the a higher tier ( or ) so they can solve the issue. Page 62

63 7.5 Letterhead Edit a Letterhead Not only can you edit the Templates in the CRM, but you can also edit the Letterhead for those templates. The Letterhead helps to standardize the look and feel of the HTML Templates by defining the logo, page color, and text settings for your HTML templates. The Letterheads are the same for all the users in your CRM. If you are the Primary User, System Administrator, or if the System Administrator has granted you access, you can edit the Letterheads. To edit the Letterheads in your CRM: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Communication Templates under Administration Setup on the left. 4. Click on Letterheads. 5. Click the Next button. 6. Click on the name of the Letterhead you want to edit. 7. Click on the Edit Letterhead button. 8. Make any changes needed to each section of the Letterhead. 9. Click the Save button. TIPS: Click Edit Background Color to choose a color for the background. Click Edit Header Properties to select the color, alignment, and height for the top section of the letterhead. Click Select Logo to include an image in the top or bottom section of the letterhead. To select an image, choose a folder, and click the document name to attach the document. Click Edit Top Line to choose a color and height for a horizontal line below the header. Click Edit Body Colors to choose a color for the background of the main section. Click Edit Middle Line to choose a color and height for a horizontal line above the footer. Click Edit Footer Properties to select the color, alignment, and height for the bottom section of the letterhead. Click Edit Bottom Line to choose a color and height for a horizontal line below the footer. Page 63

64 7.5.2 Create a Letterhead You can create a new Letterhead in your CRM to use in new Templates. NOTE: The image used in your Letterhead must be saved in the Documents tab first. For instruction on how to upload a document to your CRM see the Save a Document to the CRM section. To create a new Letterhead: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Communication Templates under Administration Setup on the left. 4. Click on Letterheads. 5. Click the Next button. 6. Click the New Letterhead button. 7. Check the Available For Use checkbox. 8. Enter a name for your new Letterhead in the Letterhead Label box. 9. Click the Save button. 10. Make any changes needed to each section of the Letterhead. 11. Click the Save button. TIPS: Click Edit Background Color to choose a color for the background. Click Edit Header Properties to select the color, alignment, and height for the top section of the letterhead. Click Select Logo to include an image in the top or bottom section of the letterhead. To select an image, choose a folder, and click the document name to attach the document. Click Edit Top Line to choose a color and height for a horizontal line below the header. Click Edit Body Colors to choose a color for the background of the main section. Click Edit Middle Line to choose a color and height for a horizontal line above the footer. Click Edit Footer Properties to select the color, alignment, and height for the bottom section of the letterhead. Click Edit Bottom Line to choose a color and height for a horizontal line below the footer. Page 64

65 7.7 Settings Request Update or Stay-in-Touch Settings To change the settings for the Request Update or Stay-in-Touch 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on under Personal Setup on the left. 4. Click on My Stay-in-Touch Settings. 5. Choose Yes for Automatic Bcc to receive copies of your sent Stay-in-Touch s. This option is only available if your organization has not enabled compliance BCC s. 6. Enable the Reminder if you would like to be prompted to send a Stay-in-Touch request whenever you save a new contact. 7. Enter a default Subject for the In the Note area, enter a message to the recipient. 9. In the Signature area, enter a signature with your contact information. 10. Use the merge fields area at the top of the page to display available merge field values, which you can copy and paste into the subject, note, or signature boxes as needed. 11. Click the Save button. TIPS: You can request additional information from the contact, such as birthday, by changing the Default Stay-in-Touch Note to ask for that information. Page 65

66 7.7.2 Send s from Multiple Addresses The CRM can send s from any address that you own. To add additional s to your CRM, you will need to setup an Organization-Wide Address. NOTE: The following can only be done if you are the Primary User or the System Administrator. To setup an Organization-Wide Address: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Administration under Administration Setup on the left. 4. Click on Organization-Wide Addresses. 5. Click the Add button. 6. Enter the Display Name for this , such as Processing Team. 7. Enter the Address of this Select the specific Profiles who will have access to use this Click the Save button. The above address will receive an to confirm the use of that . Once you receive the , click on the link to activate the address and start using the above address as the sender from your CRM. Page 66

67 7.7.3 Unsubscribe Option Marketing s should contain an Unsubscribe Option. In the CRM this can be done by adding the Unsubscribe text to the bottom of all templates. NOTE: The following can only be done if you are the Primary User or the System Administrator. To add an Unsubscribe Option to the bottom of all Templates: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Administration under Administration Setup on the left. 4. Click on Footers. 5. Click the New button. 6. Enter Unsubscribe Option in the Name box. 7. Check the Active for Single and Active for Mass checkboxes. 8. Choose the General US & Western Europe option from the encoding menu. 9. Enter the Unsubscribe text into the Text of Footer box. "If you no longer wish to receive our s, please reply and type REMOVE in the subject line. Thank you." 10. Click the Save button. 11. Choose the Unsubscribe Option in each of the Default pull down menus. 12. Click the Save button. Page 67

68 7.7.4 Automatic BCC Settings The CRM is setup to automatically BCC your on each message you send out through the CRM. These settings can be easily changed if needed. To change the BCC settings: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on under Personal Setup on the left. 4. Click on My Settings. 5. Change the Automatic BCC setting to No. 6. Click the Save button. Page 68

69 7.8 Troubleshooting Template Disappeared If you save an template but then are not able to find that template when you go to send an , it may be because the template was not marked as Available for Use. To set an Template as Available for Use: 1. Click on the Templates link in the Custom Links box in the side bar on the left. 2. Click on the name of the Template. 3. Click the Edit Properties button. 4. Check the Available for Use checkbox. 5. Click the Save button. Page 69

70 8 Documents 8.1 Save a Document to the CRM The Documents tab in the CRM is a great place to save documents and images. These documents can be ed to contacts from the CRM or stored for internal use only. Images used in Templates and Letterheads need to be stored in this section. To save a Document to the CRM: 1. Click on the Documents tab. 2. Click the New button in the center of the page. 3. Enter a Document Name 4. Check whether this Document is for Internal or External use. Be sure to check Externally Available Images for images that will be used in Templates or Letterheads or Documents that will be ed to a contact. 5. Choose a Folder in which to store the Document. 6. Click Browse to find the file on your computer. 7. Click the Save button. Page 70

71 8.2 Save a Document to a Contact You can save documents that relate to a specific contact directly to the Contact page. To save a Document to a Contact s page: 1. Open the Contact record in the CRM. 2. Hover over the Notes & Attachments link at the top of the contact record. 3. Click on the Attach File button. 4. Click Browse to find the file on your computer. 5. Click the Attach File button. Repeat steps 4 and 5 to attach multiple files to the Contact record. 6. When finished, click the Done button. Page 71

72 8.3 a Document You can Documents to contacts from the Contact record or from the Documents section. To a Document from the Documents section: 1. Click on the Documents tab. 2. Select the Folder where the Document is saved and click Go. You can also use the search box at the top of this section. Just type a portion of the document name and click Find Document. 3. Click on the name of the Document you want to Click the Document button. 5. Enter the Contact name in the To box. Click the Lookup icon (the magnifying glass) to find a Contact. 6. Click on the Select Template button. 7. Select the Template from the list. 8. If needed, you can make adjustments to the before you send it. 9. When done editing the message, click the Send button. To a Document from a Contact s record: 1. Hover over the Activity History or the HTML Status link at the top of the page. 2. Click on the Send an button. 3. Click the Select Template button. 4. Select the Template from the list. 5. Click the Attach File button at the bottom of the page. 6. Change the pull down menu at the top to the Folder where the Document is saved. 7. Click in the name of the Document you want to If needed, you can make adjustments to the before you send it. 9. When done editing the message, click the Send button. TIPS: The Blank Letterhead is a great choice for quick messages to your contacts. To have a Document automatically attached to a particular Template, please see the Add Attachment to Template section. Page 72

73 8.4 My Logo Most of the Templates in the CRM are automatically setup to include your logo at the top of the . You can change this logo at any time in the Documents section and it will update the Letterhead, and all Templates using that Letterhead. To change your logo: 1. Click on the Documents tab. 2. Select the MortgagePlannerCRM Folder and click Go. You can also use the search box at the top of this section. Just type logo in the box and click Find Document. 3. Click on My Logo.jpg. 4. Click the Replace Document button. 5. Click the Browse button to find your new logo on your computer. 6. Click the Replace Document button. TIPS: We recommended using an image in JPG format The size of the image should be about 150 to 200 pixels. Page 73

74 8.5 My Signature Most of the Templates in the CRM are automatically setup to include your signature image at the bottom of the . You can change this image at any time in the Documents section and it will update the Letterhead, and all Templates using that Letterhead. To change your signature image: 1. Click on the Documents tab. 2. Select the MortgagePlannerCRM Folder and click Go. You can also use the search box at the top of this section. Just type signature in the box and click Find Document. 3. Click on My Signature.jpg. 4. Click the Replace Document button. 5. Click the Browse button to find your new signature image on your computer. 6. Click the Replace Document button. TIPS: We recommended using an image in JPG format The size of the image should be about 200 pixels wide. Page 74

75 8.5.1 Sample MPC Footer MPC can create a nice signature banner for you with your picture, logo, and contact information. Send an with your contact information, a picture, and your logo to support@mpc-co.com. Here is a sample of the MPC signature image: Page 75

76 8.5.2 Remove Signature Image It is possible to remove the signature banner altogether for those who prefer the letterhead without the footer image. 1. Request the Blank Item.jpg from MPC Support. 2. Click on the Documents tab. 3. Select the MortgagePlannerCRM Folder and click Go. a. You can also use the search box at the top of this section. Just type signature in the box and click Find Document. 4. Click on My Signature.jpg. 5. Click the Replace Document button. 6. Click the Browse button to find Blank Item.jpg on your computer. 7. Click the Replace Document button. 8. Click on your name at the top right of the CRM. 9. Click on Setup 10. In the Quick Find search (left side panel), type Letterheads. Click Letterheads. 11. Click on My Letterhead. 12. Click Edit Letterhead. 13. Click Edit Footer Properties. 14. Change the Height from 100 to 0. Click OK. 15. Click Save at the top of the page. Page 76

77 8.5.3 Hyperlink Signature Image The signature image can be hyperlinked to your website or online application. 1. First, remove the Signature image from your letterhead (see?). 2. Click on the Documents tab. 3. Click New next to Recent Documents. 4. Name the Document, i.e. Anna Smith Signature 5. Check the box for Externally Available Image. 6. Click Browse and find your footer image. 7. Click Save. 8. Click on your name at the top right of the screen. 9. Click Setup. 10. Click My Personal Information. 11. Click Personal Information. 12. Click Edit. 13. Paste the image on your clipboard into the User Signature (HTML) box. 14. Click Save. NOTE: If the image did not paste, it may be that the wrong browser is in use. Be sure to use Mozilla Firefox. Page 77

78 8.6 Document Size Limits You can save as many images to the CRM as needed; however, there are some size limits to keep in mind. The size limit for an uploaded file to the application is 5MB. The maximum size for one or more files attached to s is 10MB. Files larger than 3MB are sent as links rather than directly attached. Attachments in s to two or more recipients are sent as links. Page 78

79 8.7 Documents Troubleshooting Blurry Photo If your photo is showing a little blurry, be sure to save the file in the JPEG format. Check to make sure it is in this format, and if it's not- go ahead and re-save and retry! If changing it to JPEG doesn't work, let us know and we'll be sure to assist you. Page 79

80 8.7.2 Image not Available for Template All Documents or Images saved in the CRM must be marked as an Externally Available Image or they will not be available for use in s. To make a Document or Image available for ing: 1. Click on the Documents tab. 2. Select the Folder where the Document is saved and click Go. You can also use the search box at the top of this section. Just type a portion of the document name and click Find Document. 3. Click on the name of the Document you want to Click the Edit Properties button. 5. Check the Externally Available Image check box. 6. Click the Save button. Page 80

81 8.8 Mail Merge Single Mail Merge Document You can generate Mail Merge documents within the CRM for a single person or for a group of people. To generate a single Mail Merge document from a Contact s record: 1. Hover over the Activity History link at the top of the page. 2. Click on the Mail Merge button. 3. Choose a Mail Merge template. 4. You can change the check box to Log an Activity on the Contact s page. 5. Click the Generate button. Salesforce will send you an that either includes your generated Word document as an attachment or provides a link to it on the Documents tab. 6. If you choose to Log an Activity for the mail merge, enter the task information, and optionally create a follow-up task. 7. Click the Save button. You can now print and mail your document or send it as an attachment. TIPS: If you receive an error that says Unsupported Browser For Mail Merge you may need to request the extended mail merge feature. Please see the Request Mass Mail Merge section for instructions. To upload a new Mail Merge document, please see the Upload a Mail Merge Template section. Page 81

82 8.8.2 Mass Mail Merge Document With Extended Mail Merge, you can easily generate Mail Merge documents, such as form letters with matching envelopes and address labels, for multiple records at the same time. NOTE: You must request the Mass Mail Feature activation before this option will be available to you. Please see the Request Mass Mail Merge Feature Activation for instructions. To generate a Mass Mail Merge document for a group of Contacts: 1. Click on the Contact tab. 2. In the Tools area, click on the Mass Mail Merge link to start the Mass Mail Merge Wizard. 3. Choose the group of Contacts you would like to Mail Merge from the View pull down. To create or edit a list view, see the Create New Mail Merge View section. 4. Select the Records to include in the mail merge. To select all records currently displayed on the page, select the checkbox in the column header. 5. Click the Next button. 6. Select the Type of documents you would like to generate. The supported document types are documents, envelopes, and labels. 7. Select the Log an Activity checkbox to log the generation of these mail merge documents by adding a completed task on each record. 8. Click the Next button. 9. Select the desired Mail Merge Template. 10. Click the Finish button. Salesforce will send you an that either includes your generated Word document as an attachment or provides a link to it on the Documents tab. You can now print and mail your document or send it as an attachment. TIPS: If you do not see the Mass Mail Merge option, you need to request the extended mail merge feature. Please see the Request Mass Mail Merge section for instructions. To upload a new Mail Merge document, please see the Upload a Mail Merge Template section. Page 82

83 8.8.3 Request Mass Mail Merge Feature Activation The Extended Mail Merge feature added to your account will enable you to receive the merged Word documents via instantly when you do a mail merge, as well as Mass Mail Merges. In order to use the Mass Mail Merge in the CRM, you must first request to have this feature activated. To request the Extended Mass Mail Merge Feature: 1. Click on Help & Training at the top right corner of the screen, next to your name. 2. Click on the Contact Support button on the right. 3. Click the Open a Case button. 4. Select Feature Activation Request from the Problem Type pull down menu. 5. Select Login and Feature Activation from the Problem Area pull down menu. 6. In the Subject box, type Please Activate Extended Mass Mail Merge Feature. 7. In the Description box, type Please activate the Extended Mail Merge Feature in my account as soon as possible. Thank you. 8. Select Level 3 High from the Severity Level pull down menu. 9. Click the Next button. 10. Click the No Thanks, Submit Case button. 11. Write down the Case Number just in case we need to follow up on your request. You will receive an from support@salesforce.com regarding mail merges. You may be asked to reply and confirm the request (Please reply and type "Yes, proceed with extended mail merge feature"). It may take up to 48 hours. Once your Mass Mail Merge feature has been activated, there is one more step before you can use the Mass Mail Merge. After 48 hours, login to your CRM: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Customize. 4. Click on User Interface at the bottom of the list. 5. Check the box to Activate Extended Mail Merge under the Advanced section. 6. Click the Save button. Page 83

84 8.8.4 Create a Mail Merge View With Extended Mail Merge, you can easily generate Mail Merge documents, such as form letters with matching envelopes and address labels, for multiple records at the same time. NOTE: You must request the Mass Mail Feature activation before this option will be available to you. Please see the Request Mass Mail Merge Feature Activation for instructions. To create a new Mass Mail Merge View: 1. Click on the Contact Tab. 2. In the Tools area, click on the Mass Mail Merge link to start the Mass Mail Merge Wizard. 3. Click on the Create New View link next to the pull down menu. 4. Enter a View Name Example: Clients 5. In Step 2, specify the Filter Criteria for this Mass Mail Merge View. Example: a. Select Group in the Field pull down menu. b. Choose Includes in the Operator pull down menu. c. Enter the exact Group name in the Value box, such as Client. 6. Click the Save button. Page 84

85 8.8.5 Create and Upload a Mail Merge Template The CRM already has templates created for Mailing Labels 5160, Envelopes Size 10, and a PreApproval Letter. You can also create new documents to use in the single and mass Mail Merges. To upload a new Mail Merge Template: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Communication Templates under Administration Setup. 4. Click on Mail Merge Templates. 5. Click on the New Template button. 6. Enter the Name of your document. 7. Click the Browse button to find the Word document on your computer. 8. Click the Save button. TIPS: Contact Support for full list of Fields with Mail Merge codes or see section for Microsoft Office Sync to add the merge fields into your Word document. Page 85

86 9 Reports 9.1 Run a Report The CRM has many reports already built for you in the Reports section. To run a Report: 1. Click on the Reports tab. 2. Click on the desired Folder on the left. The majority of the reports you will need are located in the Marketing, MortgagePlannerCRM, My Mortgage, and Account and Contact Reports folders. 3. Make sure the drop down menu on the right says All Items. 4. Click on the Name of the Report you would like view. Page 86

87 9.2 Print a Report To print a Report: 1. Click on the Reports tab. 2. Click on the desired Folder on the left. The majority of the reports you will need are located in the Marketing, MortgagePlannerCRM, My Mortgage, and Account and Contact Reports folders. 3. Make sure the drop down menu on the right says All Items. 4. Click on the Name of the Report you would like print. 5. Click on the Printable View button. 6. Choose Open or Save. 7. Click the OK button. 8. Print the report. Page 87

88 9.3 Export a Report To export a Report: 1. Click on the Reports tab. 2. Click on the desired Folder on the left. The majority of the reports you will need are located in the Marketing, MortgagePlannerCRM, My Mortgage, and Account and Contact Reports folders. 3. Make sure the drop down menu on the right says All Items. 4. Click on the Name of the Report you would like export. 5. Click on the Export Details button. 6. Choose the Export File Format (Excel Format.xls or Comma Delimited.csv). 7. Click the Export button. Page 88

89 9.4 Schedule a Report The CRM has many reports already built for you in the Reports section. Some of these reports you may want to have ed to you, or another user on a regular basis. You can schedule reports to be run and ed. To schedule a Report: 1. Click on the Reports tab. 2. Click on the desired Folder on the left. The majority of the reports you will need are located in the Marketing, MortgagePlannerCRM, My Mortgage, and Account and Contact Reports folders. 3. Make sure the drop down menu on the right says All Items. 4. Click on the Name of the Report you would like schedule. 5. Click on the Triangle in the Run Report button on the left. 6. Click on Schedule Future Runs from the pull down menu. 7. Select the Running User, if it is not you. 8. Choose the Users you want the report to be delivered to. 9. Select the Frequency for when you want the Report to be run. 10. Click on the Find Available Options link to select Preferred Start Time. 11. Select the desired time to run the report from the pull down menu. 12. Click the Save Report Schedule. The report will be run and ed to the selected users according to the schedule you selected. Page 89

90 9.5 Edit a Report The CRM has many reports already built for you in the Reports section; however, you can edit any of these reports as well as create your own Reports. To edit a Report: 1. Click on the Reports tab. 2. Click on the desired Folder on the left. The majority of the reports you will need are located in the Marketing, MortgagePlannerCRM, My Mortgage, and Account and Contact Reports folders. 3. Make sure the drop down menu on the right says All Items. 4. Click on the Name of the Report you would like edit. 5. Click on the Customize button. 6. From here you can change the many features in the Report including the displayed fields or the filters. 7. Once you are done making changing to the Report, Click the Save button. 8. Click the Run Report button to see the full results. TIPS: The Add Filters button at the top allows you to narrow the information displayed in your report. The Fields list on the left contains all the fields available for this report. To move fields in the report just click on the field name, then drag and drop it where you want it. The Preview only shows up to 50 records, click on the Run Report button to see the full results. For more information, click on the Guided Tour or Video Tutorial at the top right of the screen. Page 90

91 9.6 Create a Report Create a Contacts Report The CRM has many reports already built for you in the Reports section; however, you can also create your own Reports to view information about Contacts, Transactions, Tasks, etc.. To Create a Contacts Report: 1. Click on the Reports tab. 2. Click on the New Report button. 3. Click on the Accounts & Contacts folder. 4. Click on Contacts & Accounts. 5. Click the Create button on the far right. 6. From here you can change the many features in the Report including the displayed fields or the filters. Example: a. Click the Add button and choose Field Filter. b. Select Group in the first pull down menu. c. Choose Includes in the second pull down menu. d. Enter the exact Group name in the box on the right, such as Client. e. Click the OK button. 7. Once you are done making changing to the Report, Click the Save button. 8. Enter a Report Name for your new Report. 9. Choose a Report Folder from the pull down menu to save your Report. 10. Click the Save and Run Report button to see the full results. TIPS: The Add Filters button at the top allows you to narrow the information displayed in your report. The Fields list on the left contains all the fields available for this report. To move fields in the report just click on the field name, then drag and drop it where you want it. The Preview only shows up to 50 records, click on the Run Report button to see the full results. For more information, click on the Guided Tour or Video Tutorial at the top right of the screen. Page 91

92 9.6.2 Create a Transaction / Property Report The CRM has many reports already built for you in the Reports section; however, you can also create your own Reports to view information about Contacts, Transactions, Tasks, etc.. To Create a Transaction / Properties Report: 11. Click on the Reports tab. 12. Click on the New Report button. 13. Click on the Other Reports folder. 14. Click on Transaction / Property. 15. Click the Create button on the far right. 16. From here you can change the many features in the Report including the displayed fields or the filters. Example: a. Click the Add button and choose Field Filter. b. Select Rate (1st TD) in the first pull down menu. c. Choose Greater or Equal in the second pull down menu. d. Enter a rate in the box on the right, such as 6 for rates over 6%. e. Click the OK button. 17. Once you are done making changing to the Report, Click the Save button. 18. Enter a Report Name for your new Report. 19. Choose a Report Folder from the pull down menu to save your Report. 20. Click the Save and Run Report button to see the full results. TIPS: The Add Filters button at the top allows you to narrow the information displayed in your report. The Fields list on the left contains all the fields available for this report. To move fields in the report just click on the field name, then drag and drop it where you want it. The Preview only shows up to 50 records, click on the Run Report button to see the full results. For more information, click on the Guided Tour or Video Tutorial at the top right of the screen. Page 92

93 9.6.3 Create a Transaction / Property with Borrower Information Report You can also create a report to include information from both the Contact page and the Transaction / Property page. To Create a Transaction / Properties with Borrower Information Report: 1. Click on the Reports tab. 2. Click on the New Report button. 3. Click on the Other Reports folder. 4. Click on Transactions / Property with Borrower Name. 5. Click the Create button on the far right. 6. From here you can change the many features in the Report including the displayed fields or the filters. Example: a. Click the Add button and choose Field Filter. b. Select Rate (1st TD) in the first pull down menu. c. Choose Greater or Equal in the second pull down menu. d. Enter a rate in the box on the right, such as 6 for rates over 6%. e. Click the OK button. 7. Once you are done making changing to the Report, Click the Save button. 8. Enter a Report Name for your new Report. 9. Choose a Report Folder from the pull down menu to save your Report. 10. Click the Save and Run Report button to see the full results. TIPS: The Add Filters button at the top allows you to narrow the information displayed in your report. The Fields list on the left contains all the fields available for this report. To move fields in the report just click on the field name, then drag and drop it where you want it. The Preview only shows up to 50 records, click on the Run Report button to see the full results. For more information, click on the Guided Tour or Video Tutorial at the top right of the screen. Page 93

94 9.6.4 Create an Activity Report The CRM has many reports already built for you in the Reports section; however, you can also create your own Reports to view information about Contacts, Transactions, Tasks, etc.. To Create an Activity Report: 1. Click on the Reports tab. 2. Click on the New Report button. 3. Click on the Activities folder. 4. Click on Tasks and Events. 5. Click the Create button on the far right. 6. From here you can change the many features in the Report including the displayed fields or the filters. Example: a. Click the Add button and choose Field Filter. b. Select Assigned in the first pull down menu. c. Choose Equals in the second pull down menu. d. Enter the name of the user you need to see tasks for. e. Click the OK button. 7. Once you are done making changing to the Report, Click the Save button. 8. Enter a Report Name for your new Report. 9. Choose a Report Folder from the pull down menu to save your Report. 10. Click the Save and Run Report button to see the full results. TIPS: The Add Filters button at the top allows you to narrow the information displayed in your report. The Fields list on the left contains all the fields available for this report. To move fields in the report just click on the field name, then drag and drop it where you want it. The Preview only shows up to 50 records, click on the Run Report button to see the full results. For more information, click on the Guided Tour or Video Tutorial at the top right of the screen. Page 94

95 9.7 Reffinity Reports Your relationships are valuable. Show it. Your relationships are critical to your success. You know that. We listened and created a way to demonstrate just that. Enter Reffinity a new function in your Mortgage Planner CRM platform. Now you can stay in touch with referral partners and evaluate the performance of your relationships. Reffinity Tells You Which Relationships are High-Payoff Activities Number of referrals received Number of referrals deep received Total number of loans closed in volume / units Reffinity Sends Automated Updates to Referral Partners Send automated "Thank You for the Referral" s Schedule customized reports for individual referral partners Manage default settings on automated reports across the board You can rely on MPC's knowledge in this industry. You need this. It's critical to your business and it's on us gratis! To get started, contact support@mpc-co.com or call (619) x 0, and provide your login. Page 95

96 9.7.1 Modification to your CRM Habits 1. Fill out the Contact page as usual. 2. From here you can change the many features in the Report including the displayed fields or the filters. Example: a. Click the Add button and choose Field Filter. b. Last Touch: type details of last results for this person, i.e. Waiting on Docs 3/4/14 TIPS: Keep in mind that whatever you enter for these fields will be sent to your Referred By. Also, you will continue to use Log A Call in the Activity History section to track the details of Contact interactions. Last Touch is for the information of your referral partner. Page 96

97 9.7.2 Generate a Reffinity Report 1. Click the Reffinity tab. 2. Fill out the name for your referral partner in the Referred By field And in the agent fields if you like. If you use the agent field, be sure to change the operator dropdown as well. 3. Press Track Page 97

98 9.7.3 Overview of Reffinity Report Results 1. Pipeline Total Referrals Received: your total referrals from this partner Total Referrals Deep Received: your total referrals from this partner, plus any referrals you received from them In the Pipeline section, you will see all the referrals this partner sent to you that are new leads and/or in your pipeline. For info on adjusting the results, see Adjust results in Reffinity report. 2. Closed Loans Total Closed Loan Volume: total volume closed from this referral partner Total Closed Units: total units closed from this referral partner In the Closed Loan section, you will see all the loans you were able to close based on the referrals this partner sent to you. For info on adjusting the results, see Adjust results in Reffinity report. Page 98

99 9.7.4 Adjust Results in Reffinity Report 1. If necessary, adjust the filter dropdowns to reflect results you need. When you check or uncheck boxes in the filter dropdowns, click Apply Filters on the right side of the page. Pipeline: Hover on the dropdowns (Contact Stage, Transaction Status, Lead Source, Show/Hide Columns) and check or uncheck boxes in order to adjust results. Press Apply Filters on the right side to apply your changes. Closed Loans: Enter dates into the Close Date Range fields to narrow the Closed Loans to a specific date range. Hover on the dropdown (Show/Hide Columns) and check or uncheck boxes in order to adjust displayed results. Press Apply Filters on the right side to apply your changes. 2. Once you see the results you need, you can choose from the following options: Partner Clicking this immediately sends an of the report to your referral partner Me Clicking this immediately sends an of the report to yourself Preview Clicking this opens a new tab of the report you can send Schedule Report See below TIPS: If you are not seeing the Loan Status options you expect in your Reffinity report, it may be that you need to adjust the default Loan Status picklist in your CRM. Whatever changes you make to your CRM picklists will show in your Reffinity results. Make adjustments: Setup / Create / Objects / Transaction/Property / Status / New or Edit. Page 99

100 9.7.5 Schedule a Reffinity Report Follow directions for Generate a Reffinity Report Click Schedule Report Make sure the correct referral partner is in Referred By and/or other fields. Job Name: name the report, i.e. Joan Black pipeline Job Ends On: date you want the report to stop. If you want it to go out for a very long time, set it several years in the future. 6. Runs Every: choose the weekday you would like your referral partner to regularly receive their report. Page 100

101 9.7.6 Unschedule a Reffinity Report 1. Follow directions for Generate a Reffinity Report. 2. Click Schedule Report 3. Instead of scheduling a report, click the Delete button to the left of one of the scheduled reports shown below. Page 101

102 9.7.7 Adjust defaults in Reffinity report NOTE: The following can only be done if you are the Primary User or the System Administrator. 1. Click on the Reffinity tab 2. Click on Set Up Defaults (top right corner) 3. This allows you to choose the default settings that your Reffinity reports use. You can still adjust individual report results as needed. 4. Check or uncheck boxes as needed to adjust your defaults for what information you would like displayed in your Reffinity report: Under Transaction Status Filters you will see the checkboxes for: Pipeline Transaction Statuses Closed Loan Transaction Statuses Click Contact Stage Filters to reveal the checkboxes for: Pipeline Contact Stages Click Transaction Fields to reveal the checkboxes for: Pipeline Transaction Fields Closed Loans Transaction Fields Click Contact Fields to reveal the checkboxes for: Pipeline Contact Fields Closed Loan Contact Fields Tips: The options that say Filters are the default settings filtering results in or out of your Reffinity report. The options that say Fields are the default fields displayed in your Reffinity report. The maximum number of fields in the results cannot exceed 10. This is because the more results you add, the wider the to your referral partner will be. Narrowing the results allows your referral partner to receive a concise update. When you change default settings, the changes apply to all reports created after; they are not retroactive so you will need to cancel and reschedule any currently running reports if you want them to mirror the updated settings. Page 102

103 9.7.8 Troubleshooting Reffinity Reports Scenario 1: Error When Running Report, using Preview , or Schedule Report Cause: Transaction/Property page does not have the Borrower Name filled in This is because Reffinity is running the agent s name and that agent is on the transaction page. If the borrower s info is missing, Reffinity cannot return info on the borrower. Solution: Create a Transaction/Property for Realtor - Buying Agent equals (referral partner name). Be sure the borrower name is filled in for all transactions OR remove that agent from the transaction. Scenario 2: Transaction information missing from the Reffinity report Cause: Transaction/Property page does not have the Borrower Name filled in o Solution: (see solution for Scenario 1) Cause: Transactions do not meet criteria Solution 1: Be sure that the contact in question has the referral partner filled in to the Referred By section of their contact page OR in one of the Realtor fields on the Transaction page. If the referral partner is a transaction partner only but not the Referred By, you will need to you the and/or option when running the search. (See 9.7.2). Solution 2: For the missing transaction(s), check to see what Status they are using. Check your Reffinity dropdown filter settings to make sure the Status in use is checked for the report you are running. (You can change the filter defaults by clicking Set Defaults at the top right. See 9.7.7). Solution 3: If the contact is using a Status that is not on the default options for the Status picklist, you will need to add it to the picklist so that Reffinity can recognize it. (See ). Scenario 3: Leads or other Contacts missing from Reffinity report Cause: Contacts do not meet criteria Page 103

104 Solution 1: Be sure that the contact in question has the referral partner filled in to the Referred By section of their contact page. Solution 2: For the missing contact(s), check to see what Stage they are using. Check your Reffinity dropdown filter settings to make sure the Stage in use is checked for the report you are running. (You can change the filter defaults by clicking Set Defaults at the top right. See 9.7.7). Solution 3: If the contact is using a Stage that is not on the default options for the Stage picklist, you will need to add it to the picklist so that Reffinity can recognize it. (See ). Page 104

105 10 Dashboards 10.1 View Dashboards There are three dashboards displayed on your home page. There is also a full list of Dashboards under the Dashboards tab. All these Dashboards are based off reports in the Reports section. To view the detailed report, just click on the Dashboard chart. Page 105

106 10.2 Edit a Dashboard The CRM has many Dashboards already built for you to display on your home page and in the Dashboards section; however, you can edit any of these dashboards as well as create your own. To Edit a Dashboard: 1. Click on the Dashboards tab. 2. Click on the Edit button. 3. From here you can make adjustments to the individual Dashboard Components. You can also rearrange the Dashboard Components. The top 3 will be displayed on your Home page. 4. Click on the Wrench next to any Dashboard Component that you want to edit. 5. From here you can change the many features in the Dashboard Component. Examples: a. You can change the break points for this year s goals. b. You change the type of chart displayed. 5. Click the OK button. 6. Once you are done making changing to the Dashboard Components, Click the Save button. Page 106

107 10.3 Create a Dashboard Component The CRM has many Dashboards already built for you to display on your home page and in the Dashboards section; however, you can edit any of these dashboards as well as create your own. NOTE: You will have to have a report created prior to creating the Dashboard Component. See the Create New Report section for more information. To Create a New Dashboard Component: 1. Click on the Dashboards tab. 2. Click on the Edit button. 3. Select a Type of Component you want to create from the left and drag it to where you want it displayed in your Dashboard. The top 3 will be displayed on your Home page. 4. Click on the Data Sources tab on the top left. 5. Select the Report you want to use and drag it to the new Dashboard Component. 6. Click on the Wrench in the top right corner of that Dashboard Component. 6. From here you can change many of the features. Examples: a. You can change the break points for this year s goals. b. You change the type of chart displayed. 7. Click the OK button. 8. Once you are done making changing to the Dashboard Components, Click the Save button. Page 107

108 11 Syncing 11.1 Syncing Outlook (for contact sync) Setup for Outlook 2003 or 2007 (for contact sync) The CRM can be integrated with most Outlook 2003 or 2007 systems to sync your Calendar and your Contacts. Below are the instructions to setup your Outlook Sync: Step 1: Go to Step 2, if you are only synching the calendar. If you sync contacts: You need to have your Outlook Contacts imported in the CRM If your Outlook Contacts are already in the CRM: a. In Outlook, go to your Contacts. b. Create a New Folder called Contacts Backup. c. Move all contacts from the Contacts folder to the Contacts Backup folder. If your Outlook Contacts are not already in the CRM: a. In Outlook, go to your contacts b. Export all contacts and the database to MPC Support d. Then, Create a New Folder called Contacts Backup. e. Move all contacts from the Contacts folder to the Contacts Backup folder. Step 2: 1. Close your Outlook, Word, and Excel. 2. Login to your CRM. 3. Click on the Outlook Edition under custom links in the grey sidebar on the left. 4. Click on Click Here: Link located two paragraphs under the Install Now button 5. A pop up will appear, click Run and continue with download process 6. Click Next, I Accept, Next, Next, and Install. 7. In the Setup Area of your CRM, click on My Personal Information. 8. Click on Reset my Security Token. 9. Click the Reset Security button. 10. Restart your Outlook. 11. The install wizard will start: Click the Next button. 12. Enter your CRM User Name and Password. 13. Click the Next button. 14. Check the Sync and the Always Mark for Sync boxes for your Calendar and/or Contacts. Page 108

109 We do not suggest syncing your Tasks between the CRM and Outlook. 15. Click Next, Next, Next, and Finish. 16. New red buttons will appear in Outlook (sync, mark for sync, etc.) 17. Go back to your Outlook inbox. 18. You will receive an with a Security Token: Copy the token. 19. In Outlook, Click on the Tools menu. 20. Click Salesforce.com Options 21. Paste the security token right after your Password 22. Click the Verify button. 23. A pop up window should appear that says Successfully Logged In. 24. If you want to sync automatically, check the last checkbox to Sync on Schedule. 25. Click the OK button 26. Go to your Outlook Calendar. 27. Click on the View menu. 28. Click on Arrange By or Current View and select By Category. 29. Click on the 1st calendar item and press CTRL + A on your keyboard to Select All. 30. Right click on the selected items and select Mark for Sync. 31. Click the Sync button (one of the new red buttons at the top of your Outlook). 32. Click the OK button in any of the pop ups. 33. Click the Done button. Your Outlook sync is now complete! TIPS: You now also have the option to save s from your Outlook directly into the CRM. See the DARTS section for more information. Please note: Outlook is a separate program from the Mortgage Planner CRM. Page 109

110 Setup for Outlook 2010 or 2013 (for contact sync) Step 1: If you are synching contacts, start here, if just calendar, go to step 2: 1. You need to have your Outlook Contacts imported in the CRM If your Outlook Contacts are already in the CRM: a. In Outlook, go to your Contacts. b. Create a New Folder called Contacts Backup. c. Move all contacts from the Contacts folder to the Contacts Backup folder. If your Outlook Contacts are not already in the CRM: a. You will need to export your contacts to an Excel file and send it to MPC. b. Do not sync the Contacts until we have imported them all into the CRM first. Step 2: Below are the instructions to setup your Outlook 2010 Sync: 1. Close your Outlook, Word, and Excel. 2. Click on Your Name in the top right corner of the screen. Click on Setup. 3. Click on Desktop Integration under Personal Setup. Click on Salesforce for Outlook. 4. Click on the link Create an Outlook Configuration in the yellow box on the top. 5. Click on the New Outlook Configuration button. 6. Enter a Name for the Outlook Configuration ( Outlook 2010, for example) 7. Click the checkbox Active and uncheck notify updates 8. Add the User(s) who will use this configuration. We suggest having a separate configuration for each user. 9. Check checkboxes overwrite configuration, side panel and add Under Data Settings: Click everything you want to sync. Select Sync Both Ways for the Contacts and Events. We do not suggest syncing your Tasks between the CRM and Outlook. 11. Click the Save button. 12. Edit the Data Sets and choose all contacts and for calendar, choose Last 30 days and check the recurring events checkbox. 13. Click the Save button. 14. Under Setup, click on / My to Salesforce: Add additional addresses if needed Uncheck Leads, Check always save attachments Uncheck me confirmation 15. Click on Desktop Integration under Personal Setup again. 16. Click on Salesforce for Outlook. 17. Click on the Download button. 18. Run the install wizard (do not change any settings in the wizard, just click next) 19. Once the download is complete, Restart your Outlook. 20. You will get a pop up to prompt you to enter your CRM Login and Password. 21. Click the Allow button. 22. Click the Next button. 23. Click the Done button. Page 110

111 24. Then the sync will start automatically. Page 111

112 Add from Outlook to CRM You can setup the Outlook add-ins without syncing the Calendar or Contacts if you want just the Add options. To install the add option; follow the instructions for the Outlook sync (either 2003/2007 or 2010, depending on your Outlook version). When doing the setup, do not select the sync for the Events, Contacts, or Tasks. This will install the add-in without syncing anything automatically. To Add from Outlook 2003 or 2007 to the CRM: 1. In your Outlook inbox, click on the you want to save to the CRM. 2. Click on the Add button on the top left. 3. It will automatically search for a Contact based on the address. You can search for different contact by name or address. 4. If the had an attachment, click on the Attachments tab and select the attachment to save. 5. Click the Add to Salesforce.com button to add the to the CRM. 6. Once the opens in the CRM, you can Create a Follow Up Task if needed. To Add from Outlook 2010 to the CRM: 1. In your Outlook inbox, click on the you want to save to the CRM. 2. Click on the Add button on the top left. 3. The will automatically be sent to the Contact based on the address. 4. Go to your CRM and Create a Follow Up Task on the contact record if needed. TIPS: For more information on how to use the Add feature, go to the DARTS section. Page 112

113 CRM Address Book Here's a tip on the Salesforce Address Book In case you don't have a contact in your Outlook contacts, but it is in CRM, click on "Salesforce Address Book" button in your Outlook tool bar. Then type the name or address of the person you are looking for into the search bar and click the Search button. Click the To button and you have added them as a recipient! Page 113

114 CRM Security Token The CRM requires Outlook 2003 and 2007 to have a special security token along with your password in order to access your CRM. This page explains what to do with the Security Token and how to reset the Security Token if needed. When your password is updated, you will need to update your password and Security Token in Outlook. To reset your Security Token: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on My Personal Information on the top left 4. Click Reset My Security Token 5. Click the Reset Security Token button. 6. The new security token will be sent via to the address provided on your CRM user record. To enter the Security Token in Outlook: 1. Click on the Tools menu in Outlook. 2. Click on Salesforce.com Options. 3. Retype your Password in the password box 4. Paste the token right next to your password. 5. Click the Verify button. 6. A pop up window should appear that says Successfully Logged In. 7. Click the OK button. Page 114

115 Outlook Troubleshooting a Why the calendar event isn t syncing There are a few reasons why an event on your Outlook calendar may not sync with the CRM. The subject line is too long, make it shorter and it will sync. Or it is a multiple day event. It has to be a recurring event on each day to sync properly. Recurring events do not sync with Outlook 2010 at all. Page 115

116 b Outlook sync buttons disappeared If your Sync buttons disappear from Outlook, it may be because Outlook disabled the add-in. To enable the Sync for Outlook 2003: 1. Click on Help menu. 2. Click on About Microsoft Office Outlook. 3. Select Disabled Items. A new window should show the list of disabled add-ins. 4. Search for Salesforce Add-in and highlight it. 5. Click the Enable button. 6. Save changes, close Microsoft Outlook and reopen. To enable the Sync for Outlook 2007: 1. In Outlook, click on the Tools menu. 2. Click on Trust Center. 3. A window will pop-up: Click on Add-ins on the left navigation. 4. At the very bottom, there will be a dropdown called COM Add-ins, change it to Disabled Items. 5. Click the GO button. 6. Another window will pop-up: select Salesforce.com Outlook Edition. 7. Click the Enable button. 8. Then click OK in the big window. 9. The buttons should come back, if not, close Outlook then reopen it. For Outlook 2010 In Outlook 2010, click on File / Options A window will pop-up: Click on Add-ins on the left navigation At the very bottom, there will be a dropdown called COM Add-ins, change it to Disabled Items then click GO Another window will pop-up: select Salesforce.com Outlook Edition, click on Enable Then click OK in the big window. Close Outlook then re-open it. For Windows 7: Click on Start/Control Panel/ User Account / User Accounts Select Change User Account Control Settings Make sure to change it to "Never Notify" Once it is restore: Restart Outlook and Salesforce for Outlook and attempt to sync again. Page 116

117 LinkPoint You don't have to break-up with Outlook. You'll be happy to know that you can "add s" directly from Outlook 2010 or Outlook You deserve a solution and we believe in LinkPoint. Go to to install LinkPoint Below are some helpful guides to use your Outlook LinkPoint to add s and sync! Installation Tutorial Quickstart Guide Recording Tutorial How to Create Contact from Please note: LinkPoint is a separate program from the Mortgage Planner CRM. Page 117

118 11.2 Syncing Google Setup for Google Sync Appirio Cloud Sync lets you sync your calendar and/or contacts in Google with the CRM. NOTE: Appirio offers a 30 day free trial but after the trial period this sync is available for a very small fee. For more information, contact Appirio at To setup the Google Sync: First login to your GMAIL account. If you do not have a Gmail/Google Account, then create one. If you have a Gmail account, then make sure the calendar is activated; you can do this by clicking on the calendar link. Then login to your CRM: 1. Click on Your Name in the top right corner of the screen. 2. Click on Setup. 3. Click on Google Apps at the very bottom of the list on the left. 4. Click on Enable Google Apps for Your Organization (or Settings under Google Apps). 5. Click the Edit button. 6. Enter the Google Apps Domain (example: gmail.com) 7. Click the Save button. Now you will need to install the Appirio Cloud Sync: 8. Go to the following website: listingid=a0n cg4geaq 9. Click the Get It Now button. 10. Click Login to AppExchange button. 11. Enter your CRM Login information if prompted. 12. Click the Install in Production button. 13. Check the I have read and agree to the terms and conditions box. 14. Click the Confirm and Install button. 15. Enter your CRM Login information again, if prompted. 16. Click the Continue button. 17. Click the Next button. 18. Select Grant access to all users and click the Next button. 19. Click the Install button. Once the Install is complete: Page 118

119 20. Click on the + tab 21. Click the Customize my Tabs button on the right. 22. Select Appirio Cloud Sync from the Available Tabs and Add it to the Selected Tabs. 23. Click the Save button. 24. Click on the new Appirio Cloud Sync tab. 25. Click the Authorize link for both the CRM and Google. 26. Click the Done button. You are now ready to setup the sync for your Calendar and/or your Contacts. See the next two sections for information on how to setup those syncs. Please note: Appirio Cloud Sync is a separate program from the Mortgage Planner CRM. Page 119

120 Sync Google Calendar Once you have completed the install of the Appirio Cloud Sync, you can set it up to sync your Calendar and/or your Contacts from Google to the CRM. To setup the Google Calendar Sync: 1. Click on the Appirio Cloud Sync tab. 2. Click on the New Calendar Sync button. 3. You can adjust the Sync Details from this screen. Select the Google Calendar that you want to sync with the CRM. Also check the Enabled box for Exception Notification via Once you have it setup the way you want, click the Save and Start Sync button. Your calendar sync will run automatically in the background according to the schedule. Please note: Appirio Cloud Sync is a separate program from the Mortgage Planner CRM. Page 120

121 Sync Google Contacts Once you have completed the install of the Appirio Cloud Sync, you can set it up to sync your Calendar and/or your Contacts from Google to the CRM. NOTE: Only contacts with an will sync through the Appirio Cloud Sync. Before starting the sync: 1. You need to have your Google Contacts imported in the CRM If your Google Contacts are already in the CRM: a. In Google, go to your Contacts. b. Select All Contacts, click the More button, and choose Delete Contacts. c. Do this until all contacts have been deleted. If your Google Contacts are not already in the CRM: a. You will need to export your contacts to an Excel file and send it to MPC. b. Do not sync the Contacts until we have imported them all into the CRM first. To setup the Google Contact Sync: 1. Click on the Appirio Cloud Sync tab. 2. Click on the New Contact Sync button. 3. You can adjust the Sync Details from this screen, if needed. Click Advanced Options to change the sync schedule. Also check the Enabled box for Exception Notification via Once you have it setup the way you want, click the Save and Start Sync button. Your contacts sync will run automatically in the background according to the schedule. TIPS: The following screenshots show how to setup the sync options. Page 121

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123 Please note: Appirio Cloud Sync is a separate program from the Mortgage Planner CRM. Page 123