The true power of the Business Activity Management add-on module is that it is 100% configurable to fit the way that you do business. Perhaps the most beneficial category that can be configured is the Business Activity Type. The Type is usually configured as the major category with the Status, Priority, Issue, Resolution, Scheduling Class, and Custom Fields categories remaining to help define the Business Activity.
Accessing Business Activity Types:
- Select File > Configuration Management to open the Configuration Manager.
- Open the Business Activities folder > Activity Type.
Business Activity Type fields:
Creating types:
- Click the Edit button, located on the toolbar of the Configuration Manager.
- In the data grid, click in the blank line with an asterisk next to it.
- In the Type column, enter a code for the type, which may be a maximum of three characters.
- In the Description column, enter a full description of the type.
For example, if your creating a RMA type, then you might name it "Return Merchandise." - Check the Can edit due date box, if you want the due date (in the Business Activity window), that is assigned by the system to be editable by the user.
- Check the Active box to make the type available in the Business Activity window under the Type field.
Next, you must continue to the next data grid to further define the types you have setup.
Configuring the Business Activity Types:
Think of Types like a tree with branches. Each activity Type can have different priorities, issues, resolutions, and more. You can create as many Priority codes, issues, and resolutions as you need and link them to the right type using checkboxes under the Included column . For example, a resolution like "Sale Won" might fit the Sales Opportunity Type, but it might not be right for the "Customer Service" type.
Clicking on the Type row selects the Business Activity whose options you'd like to modify in the lower half of the grid.
The lower half of the data grid has six tabs that contain various configurable fields:
- Status - Defines the current stage of the Activity.
- Included - Determines if Status is used for the selected type
- Default - Determines if the Status will be selected by default for the selected type
- Code - Short code for the Status, up to 3 characters
- Description - Full name of the Status. Examples: "Authorized," "Closed," "Call Back," etc.
- Sequence - Determines the position in the drop down box will this status be at?)
- Closed - Business Activities are marked closed based on the Status. Check the box if setting this status should mark the activity closed.
- Active - Check this box to enable this status.
- Icon - When viewing Business Activities in Business Activity Scheduling module, a different icon can appear based on the current status. To associate an icon with a status, enter the numeric value that is next to the icon in the upper portion of this configuration window.
- On Toolbar - If enabled, a button for the Status will appear at the top of the Business Activity Scheduling window to quickly update the activity to this status.
- Send Msg - If enabled, changing a Business Activity to this status will open the Email Message window if the following conditions are met:
- The Activity's assigned user is not the same user who changed the status.
- The assigned user has a message address configured. The Email Message window will open addressed to this email address.
- Priority - Defines the due date for the activity
- Included - Determines if Priority is used for the selected type
- Default - Determines if the Priority will be selected by default for the selected type
- Code - Short code for the Priority, up to 3 characters
- Description - Full name of the Priority. Examples: "Urgent," "Normal," "At our convenience."
- Hours Till - Enter a numeric value representing the hours until an activity with this priority is due. This field sets the due date for the activity. E.g. 72 would set the due date to be 72 hours (3 days). Leaving it blank will not set the due date.
- Active - Check this box to enable this priority.
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- Icon - When viewing Business Activities in Business Activity Scheduling module, a different icon can appear based on the current priority. To associate an icon with a status, enter the numeric value that is next to the icon in the upper portion of this configuration window.
- Codes (Issue) - Optional as a sub-category to type
- Included - Determines if Code is used for the selected type
- Default - Determines if the Code will be selected by default for the selected type
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- Code - Short code for the Code, up to 3 characters
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- Description - Full name of the Code. Examples: "Billing Issue," "Annual Checkup," "Hot Prospect."
- Active - Check this box to enable.
- Resolution - Optional to define the outcome of the activity
- Included - Determines if Resolution is used for the selected type
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- Default - Determines if the Resolution will be selected by default for the selected type
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- Code - Short code for the Resolution, up to 3 characters
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- Description - Full name of the Resolution. Examples: "Satisfied," "Sale Made," "Unsatisfied."
- Active - Check this box to enable.
- Scheduling Class - Used with Business Activity Scheduling, typically used to segment service schedule view by department
- Included - Determines if Scheduling Class is used for the selected type
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- Class - Short code for the Scheduling Class, up to 3 characters
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- Description - Full name of the Scheduling Class. Examples: "Marketing," "Purchasing," "Service."
- Active - Check this box to enable.
- Custom Fields (See guide to Custom fields here)
- Included - Determines if Custom Field is used for the selected type
- Custom Field - The name of the custom field. Not editable.
Once you understand each tab, you're ready to begin setting up and configuring the types. To edit the items associated with a type, first select the type and then select the item you added. See below:
Here, we've selected "Customer Service" and "Authorized" so I'm editing the Authorized status in relation to the Customer Service type.