Presentation Transcript

1. Talisma® CRM Fundamentals

2. Introductions Talisma Training Participants Jose Augustin Training Participants - state the following: Your Name Your Team Your Role Prior experience in Talisma? If any, list your main product questions or concerns
3. Expectation Management What is covered? Standard Talisma product training No team specific processes Environment: We will be playing on the train environment. Configuration/data on the train environment might/might not match production environment.
4. Agenda Items to be covered: Introduction Talisma Objects & Relationships Teams Navigating Talisma Views in Talisma Search & Filter in Talisma

5. Introduction

6. Information Silos Institution is rich in information but impossible to: Share between departments Leverage in communications CRM Admissions Financial Aid Services Billing Marketing Alumni
7. Talisma CRM Talisma [ta-liz-muh] Derived from the word “Talisman”, which is a charm that can produce extraordinary effects C – Constituent R - Relationship M - Management
8. Constituent Constituents are the individuals you interact with in your current role. A constituent may be a: Recruit Student Alumnus Parent Family Member Staff Member Event Participant Agency Sponsor Donor Advocate Customer Facility Vendor Service Provider Supplier Vendor Board Member Guidance Counselor
9. Relationship 360-degree view of each individual Conversations Email Phone Chat In-Person Events Attended Interests URLs Clicked Communication Preferences
10. Management Share information across departments Utilize information to improve service provided Create targeted marketing campaigns that speak to interests and activities Measure results and fine-tune campaigns and messaging Empower constituents through Web-based self-service and integrated communications

11. Understanding Talisma

12. Data Storage Levels
13. Talisma Objects The fundamental entity for storing data in Talisma Characteristics Name Color Current State Start Date End Date Behavior Function Relationships Process flow
14. Global Objects Objects that every user has access to. Data stored on these objects can be available to all users. Account Contact Target User Program State
15. Team Objects Only Users who have access to a specific team will be able to access data stored on objects belonging to that team. Application Campaign Enrollment Interaction Lead Message
16. Shared Objects Objects created by one team, with the ability to share access to these objects with other teams as needed. Canned Response Mailer Mailing List Offer Program Level Program Version Program Version Start date Print Template
17. Contact Vs. Lead Bloomington Admissions South Bend Admissions Lead Instance of a person Contact = Person Lead Instance of a person Alumni Lead Instance of a person
18. Understanding Teams A Team represents a department that performs an independent function within an organization. When Talisma Server is installed, a Root Team named Home is automatically created. All Teams are created under the Root Team, and are referred to as child Teams of the Root Team.
19. Understanding Users A User is a representative of an organization who uses Talisma to perform tasks. Users include: Business Users Managers Reporting Users Business Administrators Database Administrators

20. Navigating Talisma

21. Talisma Profiles Required to log in to Talisma Default profile can be set Authentication Types: Trusted Application
22. Workspaces Workspace is a an application window than can be configured to: Effectively manage Talisma Objects Tailor the access to user’s specific job function Limit access to objects Secure some data from unauthorized access Workspaces can be shared or copied to specific users/teams Users can have access to more than one workspace User’s default workspace is opened when logging in to Talisma
23. Navigating the Home Workspace Menu Bar Tool Bar Object Selector Table View Search Pane Teams Tab Users Tab Search Tab Preview Pane
24. Training Exercise Log into Talisma Log in to Onestart: www.onestart.iu.edu Click on the Services Tab at the top. Click on Administrative Systems to the left. Click on CRM. Select the Training environment from the tabbed options. Click on Talisma CRM Power Client (TRAINING) to launch the RDP. Explore the home workspace
25. Training Exercise Create a new lead in the Training campus/team. Give the lead any name and email address. Mention the city of the lead as Bloomington. Lead 1: Area of Study – Arts Lead 2: Area of Study - Criminal Justice (INFCRJUCG) Lead 3: Area of Study - Computer Technology

26. Table View

27. Managing Columns Add Remove Rearrange Sort Resize
28. Multi-Select Operations Set Properties Assign or Transfer (Team-Based Objects) Add to Events & Campaigns Object Specific Options

29. Item View

30. Anatomy of an Item View Menu Bar Tool Bar Preferred Properties Pane Tabs Properties
31. Preferred Properties Pane Most commonly used properties Properties can be added/removed Order of properties can be changed Pane can be copied to other users
32. Training Exercise Log into Talisma Client Select Contact Object Customize the table view to look like: Customize the Preferred Properties Pane like:

33. Data Storage in Talisma

34. Data Storage Levels
35. Properties Attributes of a Talisma Object Used to create: Rules Mailing Lists Campaigns Filters Reports Search Personalize communication through the Mail Merge feature.
36. Property Types
37. Property Attributes Properties in Talisma can have following attributes: Default Value Invisible Property Computed Property Restricted Values When a new object is created, this property is automatically populated with the defined default value. A property is stored in the database, but is not viewable in the Client. A calculated field A text or numeric field that only allows certain predefined values. In text form, it is a “drop down” or “pick list”. For numeric values a range can be defined.
38. Property Constraints Properties in Talisma can have one or more of the following constraints Read Only Protected Dependent Mandatory Conditional Mandatory Unique The property can be viewed but cannot be edited in Talisma client The property values are encrypted and permissions are required to view The selected property values are based on a pick-list. The values in this property change based on what is selected in the parent pick list. An object can not be saved unless all mandatory properties have been populated. If a value entered in a different property is a certain value or values, this field becomes mandatory. This value is unique for all object items and cannot be duplicated.
39. Groups Related properties under a common header Can be expanded and contracted by the user Help in organizing and locating properties
40. Relationships Associations between two objects or entities. Parent Student Employer Recruit Event Conversation Contact Employee Child Teacher Application Participant
41. One-to-One Relationships Only one instance from Object A can be related to only one instance from Object B. EXAMPLE: Primary Contact/Organization
42. One-to-Many/Many-to-One Relationships More than one instance from Object A can be related to only one instance from Object B. EXAMPLE: Employer/Employees
43. Many-to-Many Relationships More than one instance from Object A can be related to more than one instance from Object B. EXAMPLE: Previous Education
44. Tab Types Tab types: Normal Tab Record List Tab Comment Tab Document Tab Web Tab Attachment Tab

45. Searching and Filtering in Talisma

46. Operators Used to specify field values when defining the elements of a search or Rule Talisma provides you with the following operators: Comparison (<,>,<=,>=, =, <>, is null) Text (contains, does not contain, equals, starts with, ends with, is null) Date (in, on, on or before, on or after, is null) Logical (or, and) Team (include sub teams) In addition to these operators Talisma provides the (in any Row) operator. This operator can be used in combination with all the other operators.
47. Search Pane Available to search values within table view Search Properties can be customized by user/role/team Filter by team or user Run pre-defined filters Save/create new filters
48. Go To Object If the object ID is known, you can jump directly to that specific object.
49. Find Dialog Box Searches Talisma Search Properties can be customized by user/role/team Run pre-defined filters Save/create new filters Create New Object Instances
50. Advanced Filters Multiple filter conditions And/Or Grouping Can be saved and shared with others
51. Stopping a Search The “X” icon in a Workspace toolbar enables you to stop a current search operation. In a Workspace, this icon can stop the current search operation in the Table View of a Workspace.
52. Training Exercise Create advanced queries in Talisma and observe the differences between the 3 scenarios mentioned below: Filter leads with email containing “gmail.com” AND who are from Bloomington AND have a non null Home phone number Filter leads with email containing “gmail.com” AND who are from Bloomington OR have a non null Home phone number Filter leads with email containing “gmail.com” AND (who are from Bloomington OR have a non null Home phone number)
53. Wrap up Questions? Clarifications?