To find customers nearing their ePermissions expiry date

Your organisation may have included a rule that permissions are automatically disabled once the ePermissions have been in place for a certain amount of time – e.g. ePermissions may be valid for a period of 2 years.

The date the ePermissions are set is recorded on the Channel Preferences page of the customer record and is, therefore, a searchable field.

1. Open Data Explorer
2. Select the Customer Entity and click the OK button to start the search with the customers that you have access to
3. In the Categorisation or All section select the next search: Consent Evidence Start Date
4. Select the search criteria from the options available.

Example: Your ePermissions last for 2 years so you may want to speak to customers about ePermission renewal up-to six months before their permissions expire. In this case the search would be: Show me all customers who set their ePermissions more than 18 months ago:

Click the OK button to carry out the search
Click the total number to view the resulting customer list

Important: Switch the list type from Customers to Customers – Channel Preferences to view the ePermissions choices or for Marketing Department use.

To find customers who have selected specific Marketing Information or Communication Methods

1. Open Data Explorer
2. Select the Customer Entity and click the OK button to start the search with the customers that you have access to
3. In the Categorisation or All section select the next search: Channel Preferences
4. Select the search criteria from the options available. These will match the configuration of ePermissions in your system set-up
5. Click the OK button to carry out the search
6. Click the total number to view the resulting customer list

Important: Switch the list type from Customers to Customers – Marketing and Access to view the ePermissions choices or for Marketing Department use.

Customer channel preference choices can be viewed from any customer list. Like the Customer – Extended list, the Customer – Channel Preferences list is accessed by selecting from the options available from the drop-down on the list header.

The customer list can be found via Quick Search, Advanced Search or Data Explorer.

Selecting the Channel Preferences list changes the columns in the list so you can filter by Marketing Information types and by contact method types.

Use the filter button on the list header to display only those customers with specific selections.

Use the Export to Excel button at the bottom of the list to export the list.

Important: The Channel Preferences list will be enabled in your system if your organisation uses the ePermissions module.

Customers can be made inactive in CRM for a variety of reasons. Just because you can’t find them in the search lists, doesn’t mean that you can’t find them at all.

1. Open Data Explorer and click on the Customers icon
2. In the Your Customers box, click the down-arrow button to open the advanced options
3. Towards the bottom of the advanced options box, tick the Include Inactive Customers checkbox
4. Click the OK button to start the search
5. Now search by Inactive which can be found in the Categorisation section
6. Click the OK button to carry out the search
7. The number that appears represents all the inactive customers in your territory
8. Click on the number to display the list of inactive customers
9. The list can be sorted and filtered as required

• Double-click any customer name to open their record
• Make any changes required and, if necessary, complete any details required for third-party validation.
• Tick the Active checkbox to reactive the customer record
• Click the Save & Exit button to return to the list of inactive customers

Important: Inactive customers will not be displayed in the quick-search or advanced search lists. The customer must be made active before they appear in lists and can be included in calls and meetings.

The easiest way to create a list of target customers is using quick search and a filter. If you need to apply more search criteria, i.e. all target customers in a certain area, then use Data Explorer.

1. Ensure the quick search is set to customers and click the Go button
2. Click the down arrow on the list header and switch to the Customer-Extended list. This adds more columns to the list displaying target, last contact information and any third-party IDs
3. Click the filter button and in the box that appears select the column from the list that the filter will be applied to. The example below shows Target, but your column could be called something different.
4. In the search box type the beginning of the target value name. The target value is the name given to the target options shown on the customer record, e.g. you may have Gold, Silver and Bronze targets in which case typing a G in the search field would return a list of gold target customers.
5. Click OK to perform the filter
6. The list of your target customers can now be exported to Excel, exported as a pdf for printing or added to the Call to Action list if required – click the Add all Items to CTA List action.

Your target list will be colour coded:

• Pink: Seen within the last month
• Blue: Seen within the last two months
• Red: Not seen for at least two months

The customer Call to Action list groups customer records together temporarily. Each customer can be accessed from the list and all can be added to calls and meetings easily. Customers can be added to the CTA list from any search at any time.

Add customer to the CTA list

1. From any customer list, click on the row to select the customer OR Crtl+click to select multiple customers
2. Click the Add to CTA List action
   
3. A message will confirm the customer has been added
4. A link to the CTA list will appear underneath the search in the header bar
   
5. Click on the link to open the Call to Action list at any time

Delete one or more customers from the Call to Action list

1. Open the Call to Action list
2. Click on the row to select the customer you want to remove OR Crtl+click to select multiple customers
3. Click the Delete from CTA List action
4. The list will refresh and your customer will no longer be listed

Delete all customers from the Call to Action list

1. Open the Call to Action list
2. Click the Clear CTA List action
3. All items will be removed from the CTA list

Favourite searches (not favourite Data Explorer sessions) can be added or changed at any time. The options available are linked to the entity chosen so will always be available for new sessions carried out on that entity.

Select favourites either by either selecting a current search and clicking Add to Favourites in Search Tools or by clicking Manage Favourites in Session Actions.

Use the left arrow and right arrow buttons to add or remove items from the Available Searches and Selected Searches column.

Use the up arrow and down arrow buttons to change the display order for your favourite searches.

Lists are everywhere in actisCRM and generally they follow the same format

There are two types of list:

• Search list
• Selection list

Search lists

Search lists are generated by quick search, advanced search or Data Explorer

The list header bar allows you to view more information and to filter the list to show fewer rows

The list footer allows you to move between pages, displays where you are in the list and how many rows there are in total

Selection lists

Selection lists are generated when you search for a customer or location from a meeting or call record

Selecting a customer or location for a call or appointment

1. Click the Record a Call button on the home page. The search list will open
2. Use the Search field to find a customer or location by name, filter the list or scroll through the pages to find the name you need.
3. Click on the row to select it, and click the Select Customer or Select Location button on the grey ribbon to add the customer or location to the contact record

Selecting a location for a meeting

1. Select Meetings, Add Meetings from the menu. The meeting record will open
2. Click the Add/Edit Location button next to the location field. The location selection list will open as above
3. Use the Search field to find the location by name, filter the list or scroll through the pages to find the name you need.
4. Click on the row to select it, and click the Select Location button on the grey ribbon to add the location to the contact record

Selecting meeting attendees

The meeting attendees selection lists allows you to select several customers and edit the final selection list before adding the attendees to the meeting record

1. Open the meeting record and navigate to the Attendees page
2. Click the Add Attendees button. The customer selection list will open
3. Use the Search field to find the customer by name, filter the list or scroll through the pages to find the names you need
4. Click on the row to select it, or Crtl+click to select multiple names on the page
5. Click the Select Customers button before paging forward to select further attendees
6. The number of names selected will be added to a button that appears on the grey ribbon
7. Click the Customers Selected button on the grey ribbon to display a list of selected customers and Click the X button next to the name to remove the customer from the selected list
8. Click the Select Customers button on the grey ribbon to add all the selected customers to the meeting record 

Any one of the searches within a Data Explorer session can be edited at any time. Any searches below the edited one will recalculate accordingly. You can also save your favourite searches to use again next time.

The Data Explorer action tab includes items which relate to the search and to the overall session.

Click on any search to activate the Search Tools. The search will change colour and the available actions will become active.

Delete Search: Removes the search entirely. Data for subsequent searches will be recalculated

Edit Search: Allows changes to the criteria, e.g. you may wish to change a date range or area. Data for subsequent searches will be recalculated

Move Search Down: Switches the search position with the search immediately below. Data for subsequent searches will be recalculated

Move Search Up: Switches the search position with the search immediately above. Data for subsequent searches will be recalculated

Add Search to Favourites: Adds search to favourites which are shown at the top of the Search Criteria panel

Example: The search below shows all GPs on a territory seen at meetings. It will allow you to open a customer list, GP list and the list of meetings at which they were seen. Now amend the search to show how many Practice Managers were seen.

1. Click on the GP search to select it
2. Click the Edit Search action
3. Change the customer type in the box that appears to Practice Manager, or Ctrl+Click to select multiple customer types
4. The results numbers in any search below the one edited will change to reflect the revised criteria
5. You could also change the search query to exclude meetings held with GPs, or add further searches to return meetings held during a particular time period

End the Search or Session

Session Actions are either always active, or become active as soon as a search is added.

Start New Search Session: Deletes entire session and returns to entity selection screen.

Clear Search Session: Deletes all searches below entity level.

Manage Favourites: Select which favourite searches you wish to display in the Criteria Selection panel.

Query the data to exclude certain records from your search, to add one search to another, or ignore the previous searches and work on the original entity data directly.

There are four different types of query that you can use with your search:

• Filter – the default option that reduces the entire data set to meet certain criteria, e.g. All customers WHERE type is GP to show only GPs
• Subtract – excludes certain criteria from the search, e.g. All customers EXCEPT type GP to show everyone else
• Add – adds one search to another, e.g. Customers who are GPs AND other customers with an interest in Public Health Medicine
• Self – ignores the levels immediately above, but searches the entity data directly. Useful for checking data without deleting full search or for starting a new search on the same entity without losing the original results

Change the query options by clicking the arrow between two searches and choosing from the available options.
From the entity (top level) you have two options only:

• Option 1 is standard filter that will find only the data from the entity above that meets the criteria set below.
• Option 2 is a subtract filter that will find only the data from the entity above that does not meet the criteria set below.

Thereafter all four query options become available for you to refine your search and changing the query type will affect your result.

Change the query options by clicking the arrow between two searches and choosing from the available options.

• Option 1 is standard filter that will find only the data from the search above that meets the criteria detailed in the search below.

Example: Show me all GPs seen at least twice within a fixed period

• Option 2 is a subtract filter that will find only the data from the search above that does not meet the criteria detailed in the search below.

Example: Show me all GPs that have NOT been seen at least twice within a fixed period

• Option 3 is an add filter that will add data from the search above to the data from the criteria detailed in the search below

Example: Show me all GPs on my territory PLUS all other customers within certain geographies only

• Option 4 ignores the searches above and filters the entity above for the criteria detailed in the search below

Example: How many of my customers are practice nurses and how many are community nurses