Year: 2019

Web to Case forms can be edited by hovering the cursor on a Web to Case form in the listing page and clicking on the edit option.

• • Change the Form Heading.
  • Modify the Layout of the Web to Case form. Choose and then drag and drop the fields in the two columns.
  • Click on Others to edit the remaining details of the form.

• • Change the agent to whom you would like to assign all the cases that get generated from the form.
  • Edit the text that you would like to have on the form submit button.
  • Edit the description to the form.
  • Edit the text that you would like the customer to get post the successful completion and submission of the form.
  • Give in another URL of the landing page where the customer will go to after the successful completion and submission of the form.
  • Click on Next to proceed further or else click on Cancel to stop form creation process.
  • Get a Preview to the form created.

• • Further customize the form by making changes in the Source code.

• • Click on Edit section to make more changes in the text of the form.

• • Click on Direct Link to copy paste the code into the website back-end.

• Click on Download option to open the form HTML page. Or else, click on Back to recede.

Case details can be edited by clicking on the edit link in the case details page or by clicking on in the case listing page.

• Edit the subject of the case.
• Choose the account name from the drop down list.
• Change the Case Category by clicking on the drop down that includes three options – Problem, Feature Request and Question.
• Change the Case Priority by clicking on the drop down that includes three options – High, Medium and Low.
• Change the Case Status by clicking on the drop down that includes five options – New, In-progress, Re-opened, Resolved and Feedback required.
• Set the new contact name of the case.
• Change the Case Origin by clicking on the drop down that includes three options – Email, Phone and Web.
• Select the new support agent from the drop down list.
• Once the changes are made, click on to update the new information.

All Cases can be viewed in the listing page. The left panel of the Cases Listing page includes the following options:

• • Cases can be added to the listing page by clicking on link.
  • You can add bulk Cases through a CSV file from the link.
  • You can create Cases reports using link.
  • All web to cases can be viewed by clicking on link.
  • New web form script can be generated from the link.
  • You can set the mail to case settings by clicking on link.

• You can perform a quick search of the cases by inputting keywords in the Search field.
• You can also search your Cases by using various search criteria through the Advanced Search link.
• The various combinations of advanced search functions can be saved and edited with keywords of your desire and can be used to search repetitively. The keywords or phrase you have saved are available on the Saved Searches drop down.
• You can select check boxes beside the Cases and Mass Update them from the action drop down.
• New Case can be added from the listing page by clicking on button.
• You can change the list view for Cases by selecting either column view or row view .
• By selecting check boxes beside the Cases, you can select them together and Mass Update them from the action drop down.
• The Cases can be added to you favorites by clicking on .
• By clicking on . you can follow the cases to receive all their updates as feeds.
• You can export any case to CSV or PDF format. You can also delete a case by clicking on .
• The Cases listing is paginated and you can set the number of cases you want to display per page.
• You can add task, event, note, comment, attach documents or view the list of followers of any case by hovering the cursor on it.
• From the select drop down you can Create Task, Add Comments, Schedule Event, Attach Files and Copy Cases.
• The display of various Case fields can be customized by making cursor hover on and then selecting the required fields you want to display.

All information pertaining to a case can be viewed from the case details page.

• The case can be added to your favorites by clicking on .
• The case can be followed by clicking on . By doing so, you will be able to receive all the case updates in the feeds.
• You can edit the case details by clicking on the link.
• You can directly move to the previous or next customer case by clicking on the respective icons.
• You can navigate away to the previous page by clicking on .
• You can add notes, documents, products, events and tasks related to the case by clicking on
• You can select the Action drop down menu to Copy or Edit the respective case.
• Case can be closed immediately by clicking on this button.
• General tab displays information such as – case number, status, subject, account name, contact name, category, priority, case origin and assigned to support agent name. Please note that all these details get automatically filled in whenever customers submit the complaint through the email id provided in the Mail to Case settings.
• The support agent can reply to the case by adding the comments in the dialogue box.
• If required, the support agent can attach a file to the answer.
• The agent can click on Submit to send the message and the document (if any). Or else, he can click on Cancel.
• The entire conversation that happens between the customer and the support agent appears in the form of a thread in the lower section of the case details page itself. For instance,

Feed Tab
You can view all the updates/comments on the Case through the Feed tab.

• You can share link from the option.
• You can write your own comment in the comment box and share it with other users by clicking on the button.
• You can comment on others comment by clicking on the link. You can further edit or delete the comment as required.
• Like and unlike can be posted on Comments by clicking on the or option.

In ConvergeHub, you can create leads by three processes:-

1.Entering data in the lead details form

You can manually fill the Lead details in the CRM gathered from various external sources, e.g. meetings, trade shows, exhibitions, business cards, etc.

You can manually create leads in two ways:

• Create Leads in Full View: This involves a comprehensive procedure where you can add detailed information of the lead through seven different sub tabs (general, address, sales process, other, social links, tags and goal) which have their own corresponding fields.
• Create Leads in Quick View: During meetings or when traveling, whenever you meet a person who shows some interest in your product or service, you can instantly add their details in the CRM in a few minutes.

Later, you can add more details to the lead through the ‘full view’ lead creation process.

2.Importing leads from external sources

You can import leads in bulk into ConvergeHub from your CSV or XLS files stored in your local drive.

3.Web to Lead Forms

You can capture leads directly from the website through web to lead forms. Website visitors who submit their contact details or questions through these forms, their details will get captured directly in the Leads module of the ConvergeHub application. Plus the imported leads will get automatically assigned to any one or multiple of your sales agents.

In what holds further is a detailed step-by-step visual explanation of the above-mentioned lead creation processes:

1.Entering data in the lead details form

A) Create Leads in Full View

New lead in full detail can be added by clicking on option in the left panel of the lead listing page or by clicking on button in the upper right corner of the lead listing page. Simultaneously you can create new lead in full detail by hovering the cursor on the Leads option under the Sales module and clicking on Create Lead in Full View.

Detailed information of the lead can be added through seven different sub tabs (general, address, sales process other, social links, tags and goal) which have their own corresponding fields.

• Select the salutation from the drop down option.
• You need to fill in the first name of the lead (which is optional).
• You can select the type of lead from the drop down menu.</ li>
  
• You can select the Lead source.
• 
• The Lead automatically gets assigned to the person who has created it. To change this, click on the text box and type. An auto-suggestion list of users will appear from which you can select names by ticking the check boxes. One Lead can be assigned to multiple users.
• 
• You can state from which industry the lead is related to.
• 
• You can enter multiple Phone Types and numbers by clicking on the link. You can also choose any one of the phone numbers as primary.
• You can enter multiple Email addresses by clicking on the link. You can also choose any one of the Email addresses as primary.
• Select the time from the drop down option.
• Last name of the lead is a mandatory field to be filled.
• You need to fill in the lead-related account name here.
• You can set the lead status from the drop down menu.
• 
• You can set the lead score depending on its importance to the company.

Address Tab

Multiple addresses of the lead can be added from the Address tab.

Sales Process

You can view the sales process of the lead under this tab.

• Choose the sales process from the drop down menu.
• You can update the sales process by clicking on the check boxes beside the several tasks.
• Click on to update the changes made to the sales process. Or else, click on cancel.

Other
Other details of a lead such as Referred By, Department, Birth date, Website, Description, Title and Lead Image can be added through Other tab.

Social Links
Multiple Social Links of the lead can be added from the Social Links tab.

Goal
It is an example of a customized field. ConvergeHub users can add new fields to the CRM (such as Goals) depending on their requirement.

B) Create Leads in Quick View
You can create new lead in shortcut by hovering the cursor on the Leads option under the Sales module and clicking on Create Lead in Quick View.

• Fill in the First name of the lead
• Fill in the Last name of the lead
• Fill in the Lead-related account name here
• Select the Lead source
  
• You can set the Lead status from the drop down menu.
• Enter the Primary Phone number.
• Enter the Primary Email address.
• Enter the Comments in relation to lead creation.
• Select the Time from the drop down option.
• Click on Save to complete the process. Or else, Click on Cancel.

2. Importing leads from external sources

• Choose the option Leads as the field that you want to import the data to.
• Browse for the file that you want to import.
  
• By clicking the check box beside Add to List option, you can select an existing list to which you want to import the file.
  
  You can also create a new list by clicking on the option.
• If your CSV file has one/more headers, then you are required to select the check box. Doing this will help the CRM to map the data according to the headers in the CSV file.
  
• You can check for duplicate entries using ConvergeHub’s smart duplicate checking functionality.When you click on Check Duplicate option, you get the option of selecting the fields for which you want to use the duplicate checking intelligence. Example – Name, Phone, Email etc. Also, you will have to select whether you want the system to ignore the duplicate contacts or update them with the information from the list.
  
• Click on to import the list. Click on to stop importing the data.
  
• Select the user to whom you want to assign the imported contacts.
• Select the ConvergeHub field where you want the respective data (from the to-be imported list) to get merged into.
• Fill by yourself or select from the drop down the default value for every field.
• Click if you want the system to remember the field matching.
• Click on Continue to proceed with the file import. Or else, click on Cancel to stop proceeding further.
  
• You will see the result of the duplicate checking done by ConvergeHub system. Based on the result, you can either ignore the errors and continue or cancel the file import process altogether.

Assignment of imported leads to multiple users

You can import contacts to different reps automatically from the system itself.

• During the time of file import, click on the second option – Data file contains assigned user
• Select the column in the CSV file which contains the assigned to reps’ name.

3. Web to Lead Forms

New Web to Lead form can be added by clicking on link in the left panel of the Web to Lead listing page or by clicking on button in the upper right corner of the Web to Lead listing page. Detailed information to the Web to Lead form can be added through two sub tabs (Layout and Others) which have their own corresponding fields.

• Fill in the Form Heading (which is a mandatory field).
• Frame the Layout of the Web to Lead form. Choose and then drag and drop the fields in the two columns.
• Click on Others to fill in the remaining details of the form.
  
• Choose the agent to whom you would like to assign all the leads that get generated from the form.
• Type the text that you would like to have on the form submit button.
• Add a description to the form for detailed reference.
• Type the text that you would like the lead to get post the successful completion and submission of the form.
• Give the URL of the landing page where you would like the lead to go after the successful completion and submission of the form.
• Click on Next to proceed further or else click on Cancel to stop the form creation process.
• Get a preview to the form created.
  
• Customize the form by making changes in the source code.
  
• Click on Edit section to make changes in the text of the form.
  
• Click on embedded code to copy paste the code on the website back-end.
  
• Click on Download option to open the form HTML page. Or else, click on Back to recede.
  

ConvergeHub functions as a centralized contact management tool. It allows users to organize and store contacts along with related tasks, notes and mails. Whenever required, users can instantly collaborate with their team regarding contacts and manage the business better.

To view the step-by-step process of creating Contacts, click here.

ConvergeHub allows you to store comprehensive details of your business accounts within its repository. Keeping in mind the different type of information that you would like to store of an account, five separate tabs have been provided under the account section.

To view step-by-step process of creating Accounts, click here.

Using the Web-to-Case functionality, ConvergeHub users can gather customer support requests directly from their company’s website . Setting up Web-to-Case involves creating the form, setting the form description, message, redirected URL, assigning a customer support professional, submitting button label and finally adding the Web-to-Case form to the website.

New Web to Case form can be added by clicking on link in the left panel or by clicking on button in the upper right corner of the Web to Case listing page. Detailed information to the Web to Case form can be added through two sub tabs (Layout and Others) which have their own corresponding fields.

• • Write the form name (compulsory).
  • Under the layout section drag and drop the required fields which you want in the form.
  • Under the Others section, you can perform the following functions:

• • Select the customer support professional to whom you want to assign the cases to.
  • Set the form description.
  • Frame the success message which will appear to the customers post the successful submission of the form.
  • Give the URL of the website page where you want to take the customers after the submission of the form.
  • Frame the text to appear on the form submission button.
  • Click Next to Preview the form created.

• • Click on Edit to make changes in the text of the form.

• • Customize the form by making changes in the Source code.

• • Click on Direct Link to copy paste the code into the website back-end.

• Click on Download option to open the form HTML page. Or else, click on Back to recede.

You can add customer complaints and grievances in ConvergeHub  through Cases. You can learn more about managing Cases from the following sections.

While importing chunks of data to the CRM, there may be a chance of accumulating and importing duplicate records. ConvergeHub allows you to search the duplicates and merge them for a better organization of records.

You can check for duplicate entries using ConvergeHub’s smart duplicate checking functionality. When you click on Check Duplicate, you get the option of selecting the fields for which you want to use the duplicate checking intelligence. Example – Name, Phone, Email etc. Also, you will have to select whether you want the system to ignore the duplicate contacts or update them with the information from the list.

ConvergeHub offers the functionality of capturing website leads directly into its database. Users just need to go to the web to lead section in the CRM, design the forms with the required fields and copy paste the form code into the website back-end.

To view the step-by-step process of creating web to lead forms, click here.