Knowledge Base

Question

How do I change the length of time before a user is logged out due to inactivity?

Answer

To change the length of idle time allowed, go to Username -> Setup -> Security -> Session Idle Time.

The time will need to be entered in minutes. The default is 90 minutes.

Question

Why can I not see the login page after entering the wrong password?

Solution

Erroneous login attempts are now tracked to improve system security. Too many failed simultaneous logins will temporarily lock your account to prevent additional attempts. If you are not able to see the login form after numerous unsuccessful login attempts, wait five to ten minutes and try again.

Question

Why Use Contacts?

Solution

A contact is a person that may be associated with an Account, Lead or Opportunity. In most cases a Contact record is automatically created from the personal information found in the Lead once the “Convert” button is pressed and a Prospect Account is created. The original person found in that Lead will be converted into a Contact which is now properly associated with the newly converted Prospect Account. You may add more contacts to the system and associate them with other Accounts, Leads or Opportunities.

Notes

Often users will begin to misuse the Contacts module by importing/entering their customers into it. When deciding how to use Contacts within your system, remember that Contacts are individuals and should be associated with your customers and leads i.e. an Account, Lead or Opportunity.

Question

How do I attach documents to accounts?

Solution

You have the ability to attach documents to accounts, contacts, opportunities, etc.

1. Log into Snapforce CRM with your credentials. 

2. Navigate to Accounts or any module that contains the record you are adding the file to.

3. Click New Activity.

4. Select the File option.

5. Browse for the file and upload it to the record.

This number indicates the number of new or unread comments in your open cases. The number will disappear or decrease as you view the unread comments.

Question

How do I put Snapforce on Android?

Solution

Creating in-app shortcut to Snapforce Mobile CRM:

• Open Chrome and login to Snapforce https://crm.snapforce.com/prodigy/login.php
• Now on your Snapforce home screen tap the chrome menu in the top right corner (the icon has 3 vertical dots)
• Tap "Add to Home screen" option
  
  
   
• Type "Snapforce" when asked to name the icon... then click "Add"
  
  
   
• That's it!
  
  
   

Note

If you don't see the Snapforce icon after following the above steps, try swiping your thumb to the right on your home screen until you see it.

Question

Can you provide information about your e-mail marketing module?

Solution

The Campaigns module includes up to 1 million e-mail messages per month. It will track the success of your campaign (How many recipients the e-mails were sent to, how many e-mails were clicked, bounced, etc.) You will also have the ability to create templates from within the module.

Question

How do I create an e-mail blast or send an e-mail message to multiple recipients at a time?

Solution

E-mail Campaigns will allow you to send an e-mail to multiple recipients.

To create an e-mail campaign, navigate to the Campaigns module and click New.

Create a name for the campaign. If you will be using an e-mail template, select the e-mail template. Once all of the information has been entered, click Save.

To add members to this campaign, navigate to the Accounts, Leads, or Contacts module. Select the members you want to add to the campaign, then click the Add to Campaign button. Select the campaign you want to add the members to from the dropdown.

To send the campaign e-mail, navigate to the Campaigns module and select the View option for the campaign you are opening. The form will open, showing the recipient list and the template(if one was selected).

Question

How do I filter for multiple items at a time?

Solution

To filter for multiple items, you will need to use the IN(...) operator to filter for items within the list of values, or the NOT IN(...) operator to filter for items not in the list of values. Each value will need to be comma separated. (ex: blue,red,green)

Note

• When using the IN() operator we recommend no white space between your comma separated list of values

Question

How do I edit the name of a report?

Solution

To edit report names click "Reports" > choose a folder ex. "Account Reports" > click "Edit" next to the report you'd like to rename.

Question

Do you offer expense components?

Solution

Snapforce offers various expense components. You will have the ability track expenses, associate them to specific jobs, etc.

Question

How to Integrate Outlook Calendar With Snapforce Calendar?

Solution

1. Log in to Snapforce.

2. Navigate to your Calendar. In Prodigy you can get there by clicking the calendar icon to the left of your username on the top navigation bar.

3. Once in your Calendar, Click the Settings icon (Small wrench icon). 

4. On the settings pop-up window mark the calendar "Public" > then right click "Ical" next to the calendar and click "Copy Link Location".

   

5. Now back In Outlook, click File > Account Settings > Account Settings.

6. On the Internet Calendars tab, click New.

   

7. Paste the address you copied in step 4, by pressing CTRL+V, and click Add.

   

8. In the Folder Name box, type the name of the calendar as you want it to appear in Outlook, and then click OK.

   

When you start Microsoft Outlook, it will automatically check your Snapforce Calendar for updates and download the changes. If you keep Outlook open, it will periodically check for and download updates. (Snapforce Calendar does not tell Outlook how often to check for updates.)

NOTE: Changes you make in Outlook aren’t sent to your Snapforce Calendar. To update the calendar you will want to make the changes in Snapforce so it pushed over to Outlook.

Question

Where can I check the last time one of my users logged into Snapforce?

Solution

The quickest way to see one of your user's login history is to login to Snapforce with Administrator credentials.

Click your username on the top navigation bar > Settings > Users.

Click Login History next to the user you'd like to view.

Question

I replaced one of my employees, how do I replace the old user with the new user?

Solution

The recommended way to replace a user, is to edit the old user's status to Terminated. Then create a new user for the new employee (you can have as many inactive users as needed, only active users count toward your license count). The benefit of doing this, is that all data logged by the terminated user will still be visible, as well as the system generated fields such as Created By, Last Modified By, Last Activity By, etc. If you replace the old user's account with the new user's name, then all of the data the old user logged will show the new employee's name (which is incorrect).

Follow these steps to terminate a user:

1. Login to Snapforce CRM with Administrator credentials
2. Click your username > Settings > Users.
3. In the users page, click Edit link next to the user you wish to terminate.
4. Change the Status picklist to have a value of Terminated
5. Save your changes.

Follow these steps to create a new user:

1. Login to Snapforce CRM with Administrator credentials
2. Click your username > Settings > Users > New
3. Complete the new user form with your new employee's information.
4. Save your changes.

Question

Why are some users unable to view records that the Admin can view?

Solution

The sharing settings within Snapforce may be restricting the user from viewing records owned by a higher privileged user. Out of the box, sharing settings in Snapforce CRM are configured based on hierarchy. Administrators and Executives have access to all system data, where as Department Managers and Standard Users have access to only data they own, or in the case of the department manager; who has access to the data he owns and the data owned by the users he manages.

Consider a normal business: the Administrator can access all data, where the Sales Manager can access only his own data and the data of his underlings. The Sales Manager will not have access to data in other departments, nor will he have access to the administrator's data.

To learn more about Sharing Settings in Snapforce Click Here.

You will need to manually define the order of your picklist items.

Click your username at the top right corner and select Settings.

Select Customize.

Choose the module you wish to edit and select Fields.

Find the picklist field you want to edit and click the Options link.

You can now manually define the order in which the items will appear.

The modules that are displayed are assigned order numbers in the Setup section. The modules will appear in the order that their numbers indicate.

Navigate to the Setup section of Snapforce and click Modules. Click Customize, then click Tab Names.

This will show you a list of all of your displayed modules. Confirm that the missing module is assigned an order number. Also, confirm that no other module is assigned the same number.

If the order numbers are correct, click the gear icon next to the missing module. Make sure that all appropriate user types have access to the module. Each user level that should have access should be checked.

Question

I created a custom field for the Leads module. Why didn't it carry over when converted to an account?

Solution

In order to have the contents of the custom field carry over to the account once converted, the custom field will need to be mapped. To get to the mapping area, go to Username -> Setup -> Leads -> Mapping. You can then map the custom field to the corresponding account field.

Question

Is there a way to delete multipe tasks at once?

Solution

Yes. When viewing activities in a custom view, you have the ability to multi-select tasks and delete them. You can also use the "Select All" option to delete all tasks in a custom view.

To create a custom view, in the Activities module, select Action.

Next, select New View. This will open the custom view form.

After saving the custom view, navigate to that view. You will have the ability to highlight and delete multiple tasks within that view.

Question

Does Snapforce allow for product kitting? (Ex. bundling associated products for a sales order)

Solution

To setup product kitting in snapforce, all you will need to do is import your products with a "Parent ID" column, allowing the products to have a "One to many" relationship to one another.

Your product spreadsheet would have a extra column called "Parent ID", so for each row this field would have a value of "0" for parent products, and for child products the value would be the "Product ID" of the parent product.

Once you import your products like this, you will be able to add line items to your "Deals/Opportunities" where a "Parent Product" is selected and all of the "Child Products" are added to the Opportunity as well.

When importing new data, the owner field has to be populated with a name. It defaults to the name of the person doing the import.

Question

How can I delete leads imported from  a specific spreadsheet?

Solution

You can add a filter to find the leads you imported at a certain date/time. Once you locate them, you can use the 'select all' option to delete up to 150 of those entries at a time.

An easier way to be able to differentiate between imports is to enter an additional field into your spreadsheets called 'Import ID' or something similar. This will allow you to differentiate between spreadsheet batches so that you can filter for and delete anything with that import ID.

To add a date/time filter, you should be using the following format: yyyy-mm-dd hh:mm:ss 

(ex. January 1, 2017, 3:00 PM would be entered as 2017-01-01 15:00:00)

To share a view with specific people, in the Permissions section under the words 'Select which Users have access to this view' Click the space next to your name. This will open a dropdown menu that will allow you to select the people you want to share this view with.

To share the view with everyone, in the Permissions section click the checkbox next to the words 'If this view should be public or visible to all users, check the box.'

After confirming that there are no filters set that could be causing this, make sure that you do not have 'Show 1 row' selected. If you see this displayed, click it to expand the other row options. Once you select a larger number of rows to be displayed, the list will refresh, showing that selected number of rows per page.

Note

• If your list defaults to 1 row per page, change the "default per page" by clicking "Action" button > "Edit View" > change default per page > click "Save" button when finished.

Question

How can I export more than 150 rows at a time?

Solution

To export a larger number of records than the allowed 150 per page, you will need to navigate to the Reports module and run a report similar to the view you want to export. Once you add the filters and fields to the report, you can run and export up to 1000 records at a time.

Question

How do I update / re-assign all data from a previous user to a new user?

Solution

You have the ability to update / re-assign all records owned by one user. To do this, click your username -> Settings. Under Users, click Change Ownership. Select the previous owner and the new owner. Once you click Submit, all records will be changed to reflect the new owner.

Note

• This feature is only available for administrators
• This feature is most commonly used to transfer all data owned by a terminated user

Question

Can I use Snapforce to import business cards?

Solution

Yes, Snapforce is compatible with all card-scanning applications.

We currently integrate with Full Contact, which would be our top recommendation. You would be able to use the application to capture the business card, then within the application, there is a button to share with snapforce.

Question

How do I setup Twilio integration with my Snapforce account?

Solution

To integrate Twilio and Snapforce, follow the in-depth Admin Guide available here: Integrating Twilio with Snapforce CRM

Question

How do I make payments? How do I change the payment method on file?

Solution

Invoices are sent automatically via e-mail 7 days prior to the bill date. Your card will be billed automatically on that monthly date.

If you need to change the payment information on file click Click Here and follow the steps in the Managing Your Subscription user guide.

Question

Can I upgrade or downgrade the active users on my account?

Solution

Yes, you can add users or remove users from your account as needed. There is no term of length contract, any new users added mid month will be pro-rated for the remaining days left in your billing cycle.

Question

After I create an opportunity, how do I assign it to an account?

Solution

In the Opportunities module, click View to open the opportunity you will be assigning.

The account name field will be 'Empty'. Click this text to edit the field.

Begin typing the name of the account. Available accounts matching the text entered will be shown.

Select the account you want to link to the opportunity and click the check to save.

Notes

• Normally this process is done while the Opportunity is being created.
• In most systems when creating or editing an Opportunity the Account field is required.

Only one contact can be added to a lead. Multiple contacts can be associated only after the lead is converted to an account.

Question

Where can I watch video tutorials?

Solution

The best place to watch educational/tutorial videos is our youtube page, to go there now click the below link:

https://www.youtube.com/channel/UCrpytiP_cO5UWeiBOrkt7Qw

Tips:

• You will also find videos in some of the user guide's tutorials.
• The "Quick Help" drop down, available from within the CRM by clicking the question mark icon "?", located on the top navigation bar.

Question

Do you offer a ticketing system for client support?

Solution

We offer case management. This includes a client portal add-on that lets you provide customers with a username and password to log tickets, upload documents, etc.

Question

Do you offer a partner program?

Solution

You can navigate to the Partners page by clicking Company, then clicking Partners from the Company page. You can also use this link: https://www.snapforce.com/company/partners/overview

Question

What are your hours of support?

Solution

We offer phone support from Monday through Friday, 9:00 AM - 5:00 PM EST. However, we offer 24/7 support via live chat.

Question

What is the Solutions module used for?

Answer

The Solutions module is an internal knowledge base for your company. Your employees can use it to look for answers (aka "solutions") to customer questions, issues, requests.

Question

How to fully see the calendar when editing a date field?

Solution

If the calendar pop-up of the date field is being cut off, this is most likely due to the field's position on the form. To resolve this issue, you will need to edit the module, moving the date field down.

This will allow the calendar box to open lower on the page, displaying entirely.

Question

When I click the 'process' button to begin an import, how do I know that it is actually processing?

Solution

When you click process, you will see an animated loading circle in the browser tab of Snapforce. This lets you know that the import is in progress. The animation will continue until all entries have been processed. The amount of loading time depends on the size of the import. (Note: If you see the circle spinning, do not click 'process' again. This will result in duplicate entries.)

Question

Is your software also available offline or do we always need an internet connection to access data?

Solution

You are able to access a cached version of your database. Any changes attempted while you are offline will not be saved to the database. So you can view the data offline yes.

Question

Why are our Phones Not Receiving Calls?

Solution

If your Snapforce PBX soft phone is not receiving calls, or is going straight to voicemail, your local network is probably behind a firewall. A simple solution for getting around this, is to add an outbound proxy to your softphone settings.

Use:
Proxy Address: 50.62.144.6
Port Number: 5060

Question

How to listen to voicemail with a desk phone?

Solution

If you have a Cisco IP Phone and need to setup your voicemail on it follow these simple steps:

• Press the "Settings" button
• Select #4 "SIP Configuration"
• Select #7 "Messages URI"
• Enter your mailbox number.
• Press "Save"

Now whenever you wish to listen to voicemail you can do so by pressing the "Mailbox" button on your deskphone.

Tips:

• Your mailbox number can be found by navigating to your "Telephony" module > clicking "Messages" > "Voicemail Setup".
• Your mailbox number is usually the same as your user id number.

Question

Why am I receiving a copy of my Snapforce e-mail message in my Outlook inbox?

Solution

When sending an e-mail, you will always be listed in the BCC line by default. This setting cannot be changed, but you can manually remove the BCC when writing an e-mail.

With Snapforce Ultimate, you have the ability to input numbers, along with making calls using the built-in virtual phone system.

Penalties

Call center agents can be defined as having a penalty when being logged into a call queue - e.g.
Agent 200: penalty 1
Agent 201: penalty 2
Agent 202: penalty 3
Agent 203: penalty 2

If the call queue's strategy is defined as 'ringall', then only those available members with the lowest priorities will ring. In the example above, if 200 is not busy, then only 200 will ring. If 200 is busy, then only 201 and 203 will ring. If 200, 201 and 203 are busy, then 202 will ring.

Notes

• If extension 200 does not pick up it will not automatically go to extension 201. It will keep ringing 200 until they pick up.
• It will only go to the next extension if the current extension is either busy or unavailable.

To find your conference bridge information, open the Telephony module, then click Conference Bridge.

Provide your conference participants the conference bridge telephone number and pin displayed. When dialing into the conference bridge, you will be prompted for the call-in pin.