Kinetic Customer

Relationship
Management User
Guide
Version 2023.1
Disclaimer
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Table of Contents
Customer Relationship Management 6

Setup 9

Entering Customer Records 10

Entering General Customer Details 10
Specifying Additional Information 12
Document Types 13
Managed Suppliers 14
Search-Cross References 14
Tax Exemptions 14
Banks 15
Mandates 15
Business Category 15
Entering Bill to and Credit information 16
Defining Integration Options 19
Reviewing Activity Cards 20
Deactivating a Customer Record 20
More info on deactivating customers here 21
Entering Shipping Information About Customers 22
Entering Shipment Details 22
Specifying Contact Information 24
Setting Price Lists and Discount Price Lists 26
Defining Demand Processing Parameters 27
Defining Processing Parameters for Inbound Documents 29
Selecting RoHS Types 30
Defining Industry Classes 31
Creating Industry Class Types 33
Setting Up an Industry Class Type 33
Adding an Industry Code to a Class 34
Creating Marketing Activity Types 35

Entering a Marketing Advertisement 36

Creating Marketing Publications 37

Creating Marketing Campaigns 38

Creating a New Marketing Campaign 38
Adding Events to a Marketing Campaign 38
Creating a Work Force Person Record 40
Creating a Work Force Record 40

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 Adding an Authorized User 43
Adding a Sales Region 44

Adding Task Type Records 45

Creating a Task 46

Creating Task Sets for Work Staff 48

Creating a Task Set Record 48
Adding Milestones 49
Adding Related Tasks to Milestones 51
Adding Next Milestones 51
Copying a Task Set 52
Using Sales Territory Maintenance 53
Creating a Sales Territory 53
Defining the Boundaries of a Sales Territory 54
Adding Salespersons to a Territory 54
Reassigning Salespersons and Realigning Sales Territories 54
Adjusting the Records 56
Adjusting Customer Records for All Territories 57
Adjusting Customer Records for a Particular Territory 57
Clearing Pending Adjustments 57
Posting Adjustments 57
Deactivating Territories 58
Entering a Quota for a Salesperson 59
Entering a Quota for a Salesperson 59
Manually Adjusting a Quota for a Specific Period 60
Operations 61

Using the Salesperson Pipeline 62

Reviewing Salesperson Pipeline 62
Displaying Actual Sales Numbers 63
Tracking Customers 65

Tracking Customer Contacts 66

Creating Cases 68
Raising a Case for a Sales Order 68
Defining Related Information 70
Entering Additional Case Information 71
Initiating Task Actions 72
Closing a Case 74
Creating Topics and Sub-Topics for Cases 75

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 Entering Topics 75
Entering Parent Topics 76
Using Knowledge Base Inquiry 77

5 June, 2023
Customer Relationship Management
Customer Relationship Management (CRM) allows you to find more prospects and quickly convert
them to satisfied customers. As a marketing tool, the CRM module contains functionality to create a
marketing campaign and then track it within Kinetic through events, activities, and ultimately the
leads generated from the event. The responses from a given activity (the piece with which the
marketing message is delivered) are entered into the CRM module as leads. From that point, leads
are tracked through Kinetic to the eventual order. To setup a marketing campaign, you define the
type of marketing activities you wish to track, identify the specific advertisements, and include your
advertising publications.

Once a lead is found, the CRM functionality helps manage the entire sales process more effectively
with features such as workflow and forecasting. As a sales and management tool, the CRM module
assists managers with guiding employees through the sales quote and order process. When leads
are entered into the application, these records are assigned to the respective sales personnel based
on territory and region definition. We provide tools to define and adjust the territories, regions, and
sales force. Your sales force is guided through a specific sales process through task lists. The
contacts and activities that nurtured the lead into a quoted stage are tracked. The Salesperson
Workbench is a tool your salespeople use to manage the complete prospect-to-customer life cycle. It
can also provide an accurate review of forecasts by tracking the pipeline. A quote can be easily
turned into an order using the Push method directly from within the Salesperson Workbench.

Customer Relationship Management also includes the Case Management module. From initial call
to resolution and follow-up, the Case Management module provides a customer-focused solution for
personalized, high-quality service. The Case Workbench, a comprehensive one-stop solution, lets
your service team manage current case load and respond quickly to customers for industry leading
customer satisfaction.

If your Customer Relationship Management (CRM) license is installed and functional,

the Epicor Application displays an alternate Main Menu than the one shown without
CRM.

With the CRM license, the Sales Management module is referred to as Customer Relationship
Management. Additionally, the functionality that correspond to the Customer Relationship
Management folder are found under the Sales and Marketing Management folder.

Here is the process flow to analyze the effectiveness and create forecasts for your marketing
campaign.

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Here is the process flow to document the in call log, analyze salespersons quotas and win/loss
information, create forecasts, and plan targeted campaigns.

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8 June, 2023
Setup
This section describes the primary records you need to create for the Customer Relationship
Management module. These are in the Setup folder for this module. Only the primary records are
described here. Some areas within the next Operations section may also document setup records if
they are required for a specific workflow.

You may also need to set up some parameters in Company Configuration. Some modules have
global settings you define through this administration application. For more information, review
application help.

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Entering Customer Records
Customers are the most important part of your business. They are businesses to whom you sell
products and services. The 'Customer' app contains several features to help your company maintain
active and perfect relationships with customers, providing instant access to a customer's current
status. It helps you keep up with important customer activity that guides you to keep your customers
on track. Kinetic allows you to create customer records for the companies with whom the current
company will do trades. You must also create a customer record for the current company as well if
the current company will purchase goods from other companies. There is a record for each customer
where you can view quotes, AR invoices, orders, jobs, and other data linked to this specific
customer.

Entering General Customer Details

1. Open the Customer app.

The Landing page displays. The page lists all the existing customer records.

2. To select an existing customer, select the customer link inside the grid line.

3. To add a new customer, select New Customer.

The Customer Detail card displays.

4. Enter the customer ID and its full name.

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5. Specify a type for the customer:

l Customer – Indicates that you have sold products or services to this company.

l Prospect – Indicates that your sales team has sent quotes to this company.

l Suspect – Indicates that this is a potential customer that has not yet been contacted by
your sales team.

The default is 'Suspect'.

6. Enter the address doe the customer you are creating.

7. Specify the customer options.

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 Here is more information about this section:

l Salesperson - Salesperson who handles this customer account.

l Quote Markup - Set of percentages by which you increase the total cost of a quote for
this customer.
l Reservation Priority - Designates how crucial it is to fill orders for this customer before
finishing orders from other customers.
l Shipping Qualifier - Indicates how complete an order must be before it is shipped to this
customer.
l Language - Default language that prints on all Crystal report documents sent to this
customer.
l Our Supplier Code - Unique supplier code that assigned to you by the selected
customer.

8. Select Save.

If you activate the Customer Relationship Management (CRM) module, select

the Get Territory icon to link the customer to a sales territory. You can select the
Territory Locked check box to lock the sales territory for this customer. When the
CRM module is not licensed, adding a territory to a customer record is optional.

Specifying Additional Information

The Details page contain cards, where you can drill down to RoHS, Managed Suppliers, Search
Cross-References, and other details.

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To get the details on the Address Format, Demand, Document Types, RoHS, Contacts, Attributes,
Ship To, Documents, Industry Classes cards, review the Entering Shipping Information About
CustomersEntering Shipping Information About Customers article.

The other cards include:

Document Types
Use the Document Types card to define default document types for 'AR invoices'. You can assign a
different default document type for each invoice type.

To add a document type:

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 1. Locate the Document Type card and expand it.

2. To add a new type, select New Document Type on the card.

3. In the Invoice Type field, select the right arrow and select an invoice type from the menu.

4. In the Transaction Document Type field, select the right arrow and select a transaction type.

5. Select Save.

Managed Suppliers
Expand the Managed Supplier card to assign a managed supplier to a customer record.

Search-Cross References
Use the Search Cross-References card to add and specify any customer cross-references you wish
to use. For example, it can be used to store the description of the customer given on a bank
statement to enable the customer to be found from that description. Cross-reference is used by a
bank in statements.

On the Search Cross-References card, you can review existing cross-references for the customer
and specify which cross-references will be active. The application uses active cross-references
during reconciliation.

Tax Exemptions
On the Tax Exemptions card, you can enter the customers tax exemption details. Tax exemption
refers to a customer allowance or specific monetary exemption which may be claimed to reduce

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taxable income under some systems. Tax exempt status provides a taxpayer complete relief from
tax, tax at a reduced rate, or tax on only a portion of the items subject to tax.

Banks
Expand the Banks card to enter a customer's banking information, for example, bank registration
code, bank name and payment method. You can also indicate which bank account is the default for
all withdrawals for this customer.

Mandates
Expand the Mandates card to generate and record SEPA mandates on the customer level or on the
invoice level. Mandates are generated automatically, but you can also enter a mandate reference
manually for mandates that were created earlier in other systems. A customer can have several
mandates with separate start and end dates. A direct debit mandate can exist for only a single
invoice. A mandate expires automatically after 36 months of the last use. You can delete mandates
14 months after the last use.

Business Category
Assign business categories to selected customers on the Business Category card. You can assign
as many business categories as you want to each customer.

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The selected business categories are automatically sorted in alphabetical order.

Entering Bill to and Credit information

Use the Billing cards to enter and edit billing information about the current customer such as the
accounts receivable (AR) account, currency, tax options, billing terms, shipping terms, and other
transaction information. This information is used on all sales orders, AR invoices, and other
documents sent to a customer.

Most of the billing information is optional; the only required information is the terms
code. Every customer record must be assigned to a terms code.

Navigate to the Billing Detail card using the Nav tree to enter billing information for the current
customer, including currency, tax options, billing terms, shipping terms, and other transaction
information. This billing information is used on sales orders and other documents sent to this
customer.

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Expand the Bill To card to enter the bill to address for the selected customer. Use the main customer
address or enter a different bill to address on this sheet. If the bill to address is in another country or
requires a new address format for any other reason, use the Billing > Address Format card to
modify the format.

Use the Address Format card to setup the appearance of the main customer address, bill to
location, or ship to locations. This format prints on all sales orders, accounts receivable invoices, and
other reports associated with this specific address. On this card, select the fields that display in the
address block and also define the arrangement in which these fields print.

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Use the National Account card to define settings for a customer in a national account that defines
payer bill to relationships. In payer bill to relationships, a payer customer pays for a bill to customer
that receives invoices. National accounts of this type can allow multiple payers, cross-account
payers, and third-party payers. A company setting determines the non-tiered relationship class used
to define accounts for payer bill to relationships.

Expand the Alternate Bill To card to define different bill to locations for each customer record. Use
this functionality when another customer, the bill to customer, needs to be charged for the payment
instead of the customer who purchased the shipment, the sold to customer. This situation occurs
when the bill to customer is a leasing company or a head office that needs to be charged instead of
the purchasing customer.

Associate GL controls with a record in this setup program on the GL Control card. Each control
associated with a record must belong to a different control type. The association allows the use of
control values when the record applies to a posted transaction.

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 To get information about the Price Lists and Discount Price Lists, review the Entering
Shipping Information About Customers Entering Shipping Information About
Customers article.

Defining Integration Options

Use the Integrations cards from the tree view to define options used to integrate the customer record
entered in Kinetic with an external 'Customer Relationship Management' (CRM).

To locate the cards, in the Nav tree, select the Integrations node.

Expand the External CRM card to define options used to integrate the customer entered in the
application with an external 'Customer Relationship Management' (CRM).

Use the Web card to select payment methods and ship vias to be included in the ECC web interface
synchronization for a customer. During integration, the selected payment methods and ship vias are
uploaded to ECC in the CUS message used to integrate the customer entered in the Kinetic
application with the ECC.

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Excluded Ship Via' and 'Payment Methods' are added to the CUS message as available choices to
be selected.

To get more detailed information about the Manifest Info page, review Entering Customer
ShipmentsEntering Customer Shipments article in Kinetic Help.

Reviewing Activity Cards

The Activity page lets you review various activities connected with the customers. This page is read-
only and retrieves the information available for the specific customer. It includes invoices, invoice
lines, deposit invoices, aging, payments, deposit payments, letters of credits, contracts, quotes,
orders, bill to references, jobs, RMAs, shipments, services, tasks, CRM, warranties, and cases.

To learn more about the Activity page, refer to the Getting Started section of Kinetic
Help.

For more details on the fields, use the field help available in the Help & Support panel of the
application.

Deactivating a Customer Record

If you want to deactivate the customer, select the Inactive check box on the Customer Details card.
You may need this for the customers who haven't placed orders for a long time. This removes the
customer record from available active options and searches in other apps.

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More info on deactivating customers here
Customers are the most important part of your business. You routinely add new customers that are
active, but over time may get retired and replaced with new ones. In order to prevent you from
choosing an invalid option that is no longer applicable, Kinetic enables you to mark a customer
inactive. The deactivating option prevents you from unknowingly use the old retired data on an order
or quote. That saves hours of cleanup, and allows you accurately handle your business.

You can't create a new quote or sales order for an inactive customer.

However, you can still ship and invoice orders with an inactive customer.

In many apps, inactive customers' records have an Inactive Customer status alerting you to the
current state of the customer.

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Entering Shipping Information About Customers
Use the Ship To cards to enter and edit shipping information about the current customer. Kinetic
does not require a ship to address for each customer. When a customer account does not have a
ship to address identified, Kinetic assumes the customer's ship to address is the same as the sold to
address.

Entering Shipment Details

When a customer record is initially created, the main customer address is automatically deemed to
be the default ship to address. Where the customer has multiple delivery/site addresses that they
want orders to be shipped to, these are set up on the customer record.

Each customer may have additional locations that purchase your products. You enter these
additional locations, or ship to locations, in the Ship To > Detail card. Use this card to define the ship
to location’s address, tax information, language, and shipping method. Each customer can have
multiple ship to and alternate ship to locations. You can also assign ship to contacts for this location.

When the ship to information is updated for the selected customer and ship to, it also updates on this
card. Once you have defined alternate ship to addresses for a specific customer record, you can
then select the alternate ship to in transactional apps, such as 'Sales Order Entry'. For example, you
can create an alternate ship to address record for customer 'ABC' select an existing ship to for
customer 'DEF'. If you update the ship to information for customer 'DEF', it automatically updates the
DEF alternate ship to information for customer 'ABC'. You can then create an order for customer
'ABC' and select the 'DEF' ship to as the ship to location for the ABC order.

To enter ship to information:

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1. In the Nav tree, select the Ship To > Detail node.

2. Select New Ship To.

3. Specify the Ship To ID.

4. Specify the fields on the Detail card.

Here is the information on the important fields:

l Ship To ID - Ship to ID for the customer.

l Salesperson - Salesperson who handles this ship to location.
l Territory Source - These three check boxes designate how you will select the sales
territory for this ship to address. These selections are not available if you do not have an
installed CRM license: 1) System Select – Kinetic compares the city, state/province, and
postal code in the shipping address with your current sales territories. Selecting this
check box enables the Get Territory icon; when you click this button, the application
assigns the applicable territory to this address; 2) Synchronize to Customer – The

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 application assigns the territory selected on the Customer > Details card to this ship to
address. Selecting this check box disables the Get Territory icon; 3) Locked – If you
select this check box, you can assign the territory to this customer ship to location using
the Territory field.
l Territory - Sales area in which this ship to address is located.
l Get Territory - Select this icon to search for existing records.
l Ship Via - Shipping method (for example, FedEx or Company Truck) used to ship
product to this customer ship to location. The default is the Ship Via code defined for the
customer in the Ship Via field in the Billing > Detail card. The selected shipping method
becomes the default Ship Via for all sales orders created for this ship to location.

Specifying Contact Information

Use the Contacts cards to enter and edit contact information about the current ship to location.

The information includes:

l Address Format

l Name Detail

l Comments

l WebLinks

l Attributes

To add contact details:

1. In the Nav tree, select the Contacts node.

The Contacts card displays.

2. Select New Ship To Contact.

3. In the Nav tree, select the Detail node.

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4. Specify a name for the contact you are entering.

5. Specify the rest of contact information on the card.

6. Expand and review other available cards.

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Setting Price Lists and Discount Price Lists
Expand the Price Lists card to rank the priority of these lists for the current customer or current ship
to location. Price lists define prices for your parts. You set up price lists to reflect seasonal price
changes or special price breaks you give to specific customers or ship to locations. When you create
an order, the part number is compared to the price list assigned to this customer sold to record or
ship to location.

To locate the card, in the Nav tree, select the Price List node.

Use the Discount Price Lists card to define discount prices for your parts. You set up discount price
lists to reflect seasonal price changes or special price breaks you give to specific customers or ship
to locations. Use the Discount Price Lists sheets to rank the priority of these lists for the current
customer or current ship to location. When you create an order, the part number is compared to the
price list assigned to this customer's sold to record or ship to location.

To locate the card, in the Nav tree, select the Discount Price List node.

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To learn more about using these cards, refer to the Creating Customer Groups article n Kinetic
Help.

Defining Demand Processing Parameters

Use the Demand card as needed to assign a trading partner identification number and define
demand processing parameters that specify how the Kinetic application should evaluate incoming
'Electronic Data Interchange' (EDI) shipping schedules received from your ship to customer trading
partner.

This card is similar in function to the Customer > Demand card, but allows you to define override
demand processing parameters for specific ship to locations for a customer trading partner. For
example, the trading partner may have West Coast, East Coast and off-shore ship to locations, each
with their own lead time and shipping requirements.

To locate the card, select the Details node in the Nav tree.

Next, scroll-down to locate the Demand card and expand it.

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The demand processing parameters you define for your ship to customer trading partner in this sheet
include the following:

l Assign a trading partner identification number and define demand processing parameters for a
specific ship to customer. This includes assigning periodicity, delivery days and date type
parameters used by the application to calculate Ship By or Need By dates for the demand
schedules.

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 l Indicate how differences in unit price, part records, and revision levels are evaluated by the
application during demand processing.
l Specify the lead times required to evaluate and process certain types of action requests (for
example, adding new demand schedule lines, changing or cancelling existing demand
schedule lines) on incoming EDI transactions received from this ship to customer trading
partner. For each type of action request, you specify the actions that should take place in the
application (stop transaction or process transaction and display a warning message) when
incoming EDI transactions are received with insufficient lead times with respect to the
parameters you have specified for that type of action request.
l Additionally, this card allows you to enter Lead Time values that you use with firm shipping
schedules. Each lead time value defines a date range during which the application notifies you
when various actions occur on a firm shipping schedule that is currently linked to this ship to
location.

Defining Processing Parameters for Inbound Documents

Expand the Documents > Detail card to define the processing parameters for inbound documents
you accept from this ship to customer trading partner when sent to you, and the outbound documents
you generate and then send to the ship to customer trading partner through Service Connect. The
EDI / Demand Management functionality uses these definitions to recognize the specific Electronic
Data Interchange (EDI) documents that create and track unfirm order releases, firm order releases,
and forecasts. This sheet is similar in function to the Customer > Documents card, but allows you to
define override document processing parameters for specific ship to locations for a customer trading
partner. For example, the trading partner may have West Coast, East Coast, and off-shore ship to
locations, each with their own document processing requirements.

To locate the Document card, select the Document > Detail node in the Nav tree.

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Next, to create a new record, on the Detail card, select New Ship To Document.

The demand processing parameters you define for your ship to customer trading partner in this sheet
include the following:

l Accept Type - Specifies if demand on this inbound EDI document should automatically be
accepted or rejected for this ship to customer location.
l Automatic - When selected, this check box indicates that the application should automatically
generate a supporting document record when the associated transaction is confirmed. If you
select automatic generation, you do not have to manually generate the supporting document
record when you process a transaction.
l Test Record - Specifies if this document is a test record used only for testing and custom
programming. When selected, the data for this document will not interact with your customer
trading partner's data. This feature lets you test the document to ensure it works with your
custom program. Normally, you should leave this check box clear.

Selecting RoHS Types

Use the RoHS card to select 'Restriction of Hazardous Substances (RoHS)' types to be assigned to
a 'Ship To' customer record. Select the restriction types you want assigned to the Ship To customer
from the Available Restriction Types box. Use the arrows to move the selected types to the Selected
Restriction Types box.

To locate the RoHS card, in the Nav tree, select the Ship To > Detail node.

Next, scroll-down to locate the RoHS card and expand it.

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Defining Industry Classes
Use the Industry Classes card to define an industry class for a 'Ship To' customer.

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32 June, 2023
Creating Industry Class Types
Many companies use industry codes to categorize the industries and services of other businesses.
In Kinetic, you can use your own industry class types and industry codes to assign these
classifications to customers and ship to addresses. Some governments establish standardized
numeric classifications that you can use.

l SIC – Standard Industrial Classification system

l NAICS – North American Industry Classification System
l NACE – National Association of Colleges and Employers
l ISIC – International Standard Industrial Classification
Industry class types are sets of related industry codes. You create them in Industry Class
Maintenance. Once you create an industry class type, you can create or edit industry class codes
associated with it.

Setting Up an Industry Class Type

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Industry Class.

2. Select New to add a new industry class type.

3. In the Industry Class Type field, enter a short code that will help you identify this industry
class later.

4. In the Description field, enter additional information to describe the industry class type.

5. Add Industry codes as needed.

6. Select Save.

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Adding an Industry Code to a Class
1. On the Codes card, select New to add a new industry code.

2. In the Industry Class Code field, enter a class code.

3. In the Description field, enter a description of the industry class.

4. Select Save.

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Creating Marketing Activity Types
Classify marketing events or activities, such as Direct Mail, Trade Show, or Email, using marketing
activity types. Create these types in Marketing Activity Type Maintenance. Later, when you
organize a marketing campaign, you can classify the events by marketing activity type.

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Marketing Activity Type.

2. Select New to create a new marketing activity type. The Detail page displays.

3. Enter the Activity Type identifier.

4. In the Description field, enter additional information to identify the activity type.

5. Select Save .

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Entering a Marketing Advertisement
Enter a marketing advertisement, which is a slogan or a tag line, in Marketing Advertisement
Maintenance. You can assign an advertisement to a marketing event to keep your events organized.

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Marketing Advertisement.

2. Select New to add a marketing ad. The Details page opens.

3. In the Advertisement field, enter a code for the slogan.

4. In the Description field, enter the actual slogan.

5. Select Save .

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Creating Marketing Publications
In Marketing Publication Maintenance, create a list of publications you use in your marketing
efforts. Later, you can track the publications you use on the different events of a marketing
campaign.

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Marketing Publication.

2. Select New to add a new marketing publication record. The Details page opens.

3. In the Publication field, enter an identifier for the publication.

4. In the Description field, enter a description of the publication.

5. Select Save .

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Creating Marketing Campaigns
You can track a marketing campaign, including information such as its start and end dates, budgets
and costs, estimated and actual revenue, and related events. Do this in Marketing Campaign
Maintenance.

Creating a New Marketing Campaign

1. From the main menu, navigate to Sales Management > Customer Relationship
Management > Setup > Marketing Campaign.

2. Select New to create a new campaign.

3. In the Campaign field, enter an identifier for the marketing campaign. For example,
SpringPlan.

4. In the Description field, enter additional information to describe the campaign. For example,
Spring Marketing Plan.

5. In the Start and End fields, enter or select the start and end dates for the marketing campaign.

6. In the Budget field, enter the total budget amount for the campaign.

7. In the Estimated Revenue field, enter the amount of revenue you expect to generate through
this campaign.

8. Select Save.

Adding Events to a Marketing Campaign

A marketing campaign needs at least one event defined.

1. Select New to create a new event.

2. The application generates an Event ID. You cannot change this.

3. If this event is associated with a project, you can enter a Project ID. Use this when the
marketing event is included in a larger project and you need to monitor the costs created by
the event.
4. In the Start and End fields, enter or select the starting and ending dates of the event.
5. Using the Activity Type, Advertisement, and Publication fields, specify the relevant
associated information for the event.

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 l Activity Type – identifies the type of activity, such as trade show or newspaper ad
l Advertisement – use this to indicate a slogan associated with an event, such as Quality
is Job One.
l Publication – use this to indicate a marketing publication associated with the event, such
as National Machine Journal.
6. In the Activity Type field, select the type of activity for the event. This might be direct mail or a
trade show.
7. Define Budget and Estimated Revenue as well as record the Total Cost and the Actual
Revenue for each event assigned to a campaign.
8. Continue to add events as necessary.
Once the campaign ends, update the Total Cost and Act Revenue fields with the total amount spend
and the actual amount of revenue generated.

39 June, 2023
Creating a Work Force Person Record
The sales team “work force” is the group of people who work in the case management or sales
management process. These people resolve tasks assigned to these processes. You can also
associate customers and sales orders with specific work force people. The work force people you
assign to a sales order receive a commission based on the values you enter in the 'Work Force' app.

Creating a Work Force Record

1. Open the Work Force app.

The Landing page displays. The page displays all the existing 'Work Force' records.

2. To select an existing record, double click on the Rep. ID link in the grid.

3. To add a new record, select New.

The Details card displays.

4. Enter an ID using the Work Force ID field.

5. Search fore and select a Person/Contact ID record.

The record you select must exist in the 'Person Contact' app.

40 June, 2023
 When you select the person 'Contact ID' for your 'Work Force' record, the 'Address' and
'Phone/Fax' information defaults on the card.

6. Select who the person reports to.

41 June, 2023
 7. Define the default rate Kinetic uses when calculating commissions for this person.

8. In the Commissions group box, select the Type for the commission.

l Invoice - Select if f the commission is paid at invoicing time.

l Payment - Select if the commission is paid when payment is received.

9. Define whether the workforce you are entering gets commission from web sales.

10. To designate the degree of ability this work force person has to turn a lead or quote into an
order, use the Worst Case, Best Case, and Order Confidence fields.

11. Indicate whether the work force person is a web user.

12. Select the name to associate with another work force person from the Web ID drop-down.

42 June, 2023
 13. To allow this work force person to view sales territories or pipeline activity in the Salesperson
Workbench app, select the View all Territories or View Company Pipeline check boxes.

14. Select Save.

Adding an Authorized User

You can designate another work force person as an authorized user for the current work force
person. Authorized users, such as managers, have permission to view, add, and maintain sales-
related records, or to approve phases of the workflow process.

1. Scroll slightly down to locate the Authorized Users card and expand it.

2. To add an authorized user, select New.

3. Select another user from the User ID drop-down.

4. In the grid, select the DefaultUser check box if this user is default for the work force record.

5. Select Save.

43 June, 2023
Adding a Sales Region
Create sales regions in Sales Region Maintenance. You can use the sales regions or groups of
sales territories you create on reports to track and analyze sales statistics for specific geographic
areas. Then, when you set up a territory, you assign it to a sales region. You can run a number of
reports that show sales order totals by sales region.

1. From the main menu, go to Sales Management > Order Management > Setup > Sales
Region.

2. Select New to create a new sales region.

3. In the Region field, enter a meaningful identifier for the sales region, such as NCDE. Make this
code as meaningful as possible - on some reports, only the identifier will show.

4. Enter a description of the sales region, for example, New Castle County Delaware.

5. Choose the country where the sales region is located from the Country drop-down.

6. Specify a sales manager assigned to this region.

7. If necessary, add comments for this record.

8. Select Save .

44 June, 2023
Adding Task Type Records
Task types are used in the Customer Relationship Management (CRM) module and can refer to the
department or group responsible for a particular task (for example, Customer Service or Inspection).
In Task Type Maintenance, you can set up task types to describe the kind of activity that takes place
within a task itself (for example, call or meeting).

To add a new task type:

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Task Type.

2. Select New .

3. Define the task type and its description.

4. Specify if this task is Appointment or Time and Expense Task Type.

5. Select Save.

45 June, 2023
Creating a Task
In Task Maintenance, create tasks that you and others will use in Case Management and Customer
Relationship Management. Tasks are the action items, or milestones, created and assigned to each
step in the sales process, from opportunity or quote to the sales order and follow-up. You can also
use tasks to track other activities not directly related to the sales process such as credit approval or
engineering requirements.

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Task.

2. Select the New icon to add a new task. The Details page displays.

3. In the Task ID field, enter a short code for the task.

4. In the Description field, enter a descriptive name of the task. This description displays on
opportunities and quotes as well as in Task Set Maintenance.

5. The Priority code is not required, but you can use it to weight the importance of a task. The
default is 50; you can enter between 1 and 99.

6. From the drop-down, select the Task Type option that corresponds with this task.

7. From the Role Code drop-down, select the role associated with this task. Only members
assigned to this role will have access to this task.

46 June, 2023
 8. If the task must be completed, select the Mandatory check box.

9. You can assign multiple persons within a role to a task. If you want the application to mark this
task (or milestone) as complete when any person assigned to the task marks it as complete,
select Any Approver.

10. The application can automatically send a message, or alert, to specific users when this task is
created or finished. To activate this feature, select Send Alert Create and/or Send Alert
Complete.

11. If necessary, add comments to this task.

12. Select Save.

47 June, 2023
Creating Task Sets for Work Staff
Create task sets for the work force staff to follow in Task Set Maintenance. This application helps
you establish a uniform procedure to follow through on tasks.

Setting up a Customer Relationship Management (CRM) workflow is a key part of winning business
for your company. You can establish multiple work flow task sets to match a current opportunity with
a proven business flow. Task sets can either guide or control the process within your sales
environment. Tasks can be as simple as a To Do list of guidelines or as complex as a rigid series of
mandatory tasks that require electronic signatures at key milestones. You decide how this workflow
tool can be best leveraged for your sales process.

A task set is a series of tasks you need to follow through to complete the set. In Task Set
Maintenance, you can organize tasks in sequential order designating certain task milestones and
current workflow stage (or status). You can also set up the number of days it takes to complete the
task. The application then calculates these days into scheduled completion dates which display in
Case Entry and Task List.

You create a series of tasks to document the steps required to resolve a material return request from
a customer. The first task is Document Problem and Issue RMA and it has the In Process stage
associated to it. The next task is Receive and Inspect Material and also has a stage of In Process.
The final task is Contact Customer and it has the Complete stage associated to it.

Other examples of the Case Management task sets include:

l Complaints
l Billing Issues
l Miscellaneous Shipments

Creating a Task Set Record

1. From the main menu, go to Sales Management > Customer Relationship Management >
Setup > Task Set.

2. Select New to add a task set.

3. Enter the new task set ID and its description.

48 June, 2023
 4. Select a workflow type you need from the drop-down. The options are:

l CRM - Use it on opportunities and quotes with CRM-based tasks.

l ECO - Use it in the Engineering Workbench with ECO-based tasks.
l Help Desk - Use it in Case Entry with Help Desk-based tasks.
l Time & Expense -Use it in Time Management and Expense Management with time
and expense approval-based tasks.

5. Select Save .

Adding Milestones
A milestone (or task) is an important point you reach withing the task set. You can add as many
milestones as necessary.

You can enter the milestone details both on the Milestone card (simplified version) or
on the Milestone Details page (full version). In the routine that follows, you will use the
Milestone Details page.

1. Select the Milestone Details page in the navigation tree and select New on the
Milestones card to add a milestone.

2. If necessary, change the Sequence number the applications assigns by default. Sequence
numbers define the order in which you need to do the tasks.

3. From the Task drop-down, select the description of the task to you need to do in this task set.
You set up tasks in Task MaintenanceTask Maintenance.

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4. Mark this task as the first one you need to do in the set using the First Milestone check box.

5. Specify/review the stage where the opportunity/quote process is as of this particular task.

6. Review the role this task requires. You set this up in Task Maintenance for the task, here it is
read-only.

7. Specify the days this task requires to complete.

Depending on the settings, you might need to go to the full page version of this
card to enter this value. To do it, select the Milestones Details node in the
navigation tree.

8. Depending on the workflow type of the task set, you might have different check box options.
Select the check boxes as applicable to your task set.

l Win Allowed - Allow a win for this task. If you select this check box and Win is selected
for the task, then you will need a reason code of the CRM Win type to complete the task.
Also, the application creates a sales order if all mandatory tasks at this milestone are
complete.
l Lose Allowed - Allow a lose for this task. If you select this check box, once you complete
this task, it also closes all tasks and the quote. You will need a CRM Lose reason code
to complete the task.
l Any Approver - You can assign multiple persons within a role to a task. If you want the
application to mark this milestone as complete when any person assigned to the task
marks it as complete, select this check box. If you don't select this check box, then all
approvers must approve the task to mark it complete.
l Auto Complete - Auto complete the milestone when you complete the related tasks.
l Submit Task - Use the task to submit time or expense transactions. This option only
applies to time or expense task types.
l Check In Allowed - Select this check box to allow to check in revisions to this ECO
group at this milestone.
l Check Out Allowed - Select this check box to allow to check out revisions to this ECO
group at this milestone.

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 l Workflow Complete Allowed - Select this check box to allow the system to mark the
workflow as complete once it completes this milestone.

9. Select Save .

Adding Related Tasks to Milestones

You can also add some related task to your milestones if you want to set up task details within tasks.
You can use this option if one task has several distinct steps within it, each of which merits its own
details.

1. Expand the Related Tasks card and select New .

This card is available only on the full page version of the Milestones card. To
open it, select the Milestones Details node in the navigation tree.

2. Review/change the Sequence value and from the Description drop-down, select the
description of the task to you need to do in this task set. You set up tasks in Task
MaintenanceTask Maintenance.

3. If this task is mandatory, select the Mandatory check box.

4. Select the role you need to carry out the task from the Role Description drop-down.

5. If necessary, enter the completion action for this task.

6. Select the check boxes as required. For more info on the check boxes, refer to the Adding
Milestones section.

7. Select Save .

Adding Next Milestones

You can also add next milestones (tasks) to set up the order of milestones completion.

51 June, 2023
 1. Expand the Related Tasks card and select New .

2. Enter the details as required. Refer to the Adding Milestones section for the details on the
process.

3. Select Save .

Copying a Task Set

You can copy a task set into a new one.

1. From the Overflow menu of a task set you want to copy, select Copy Task Set.

2. Enter the new task set ID and its description.

3. Select OK. The new task set loads and you can change its details, if necessary.

52 June, 2023
Using Sales Territory Maintenance
You can establish territory boundaries and assign salespeople to a specific territory using Sales
Territory Maintenance. This setup enables your work force to respond quickly to leads and
opportunities.

This consists of several steps, including defining the territory, entering boundaries for the territory,
and assigning salespersons to the territory.

Creating a Sales Territory

1. From the main menu, navigate to Sales Management > Customer Relationship
Management > Setup > Sales Territory.

2. Select New to add a new territory. The Details page displays.

3. Enter a unique code to identify the territory in the Territory ID field.

4. Enter additional information in the Description field.

5. Select the sales region to which the territory belongs from the Region drop-down. Several
territories can belong to one region.

6. If necessary, select a task set from the Task Set drop-down. The task set you select will be
used on quotes create by the salespeople assigned to the territory.

7. Select the Consolidate to Prime Salesperson check box to consolidate pipeline information in
the Salesperson Workbench regarding this territory to the primary salesperson.

8. Select Save.

53 June, 2023
Defining the Boundaries of a Sales Territory
Expand the Territory Boundaries card to establish or update the boundaries for a territory. Boundary
options include country, state, and province.

To establish territory boundaries:

1. Select New on the Boundaries card.

2. Select the country for the boundary from the Country drop-down.

3. Select the state or province in the country from the State/Prov list.

4. If your boundaries use postal codes, enter the Start and End Postal Codes.

5. Select Save.

Adding Salespersons to a Territory

On the Territory Salespersons card you can assign one or more salespersons to a territory.

1. Select New on the Territory Salespersons card.

2. Select the salesperson to assign to the territory from the Salesperson drop-down.

3. Select the Primary check box if this salesperson is the primary one for this territory.

4. Select Save.

Reassigning Salespersons and Realigning Sales Territories

You use the salesperson reassignment and sales territory realignment functionality when a
salesperson situation changes. For example, if a salesperson moves to a different territory, you can

54 June, 2023
decide whether the open tasks and opportunities assigned to this salesperson follows the current
salesperson, moves to the new salesperson, or both.

To reassign a salesperson and to realign sales territories:

1. Select the salesperson to reassign on the Territory Salespersons card.

You should create more than one salesperson to choose from.

2. Select the Primary check box if this salesperson is the primary one for this territory.
3. Select Reassign. The Reassign Opportunities/Quotes panel displays.

4. In the Salesperson field, select the salesperson to whom you want to reassign the work of the
current salesperson. You can choose from any salesperson assigned to this territory.

5. To assign all open opportunities and quotes to the new salesperson, select Replace Current
with New. You might do this if the current salesperson has left the company.

If you select the Replace Current with New check box, you have the option to assign open
tasks to the new salesperson as well.

6. To assign new tasks, select the Reassign Open Tasks check box.

55 June, 2023
 7. Select OK.

Adjusting the Records

Now you can update the customer records in the territory with the reassignment changes.

Select the actions from the Overflow menu :

l Adjusting Customer Records for All Territories

l Adjusting Customer Records for a Particular Territory

l Clearing Pending Adjustments

56 June, 2023
Adjusting Customer Records for All Territories
Assign customer records to a territory according to their shipping address or main address using the
Adjust All function. This process applies to all territories.

Customer records which have the Territory Locked check box selected are ignored by this process.

To use the function:

1. Select Adjust All from the Overflow menu. An Are you sure? message displays, prompting you
to verify you want to adjust territories.

The territory information is compared with customer and ship to records, and puts customers
in the territory where their shipping addresses or main addresses indicate they belong.

2. To continue, select Yes.

Adjusting Customer Records for a Particular Territory

With the Adjust Current Territory function you can assign applicable customer records to the
territory which is currently open. This is done for customers whose shipping address or main address
applies to this territory.

To use the function:

1. Select Adjust Current Territory from the Overflow menu. An Are you sure? message displays,
prompting you to verify you want to adjust territories.

The territory information is compared with customer and ship to records, and puts customers
in the territory where their shipping addresses or main addresses indicate they belong.

2. To continue, select Yes.

Clearing Pending Adjustments

Select the Clear Pending action from the Overflow menu : to undo any Adjust actions since the
last Post.

Posting Adjustments
Select the Post function to post any pending adjustments.

1. Select Post from the Overflow menu. An Are you sure? message displays prompting you to
confirm you want to post.

2. To continue, select Yes.

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Deactivating Territories
If you want to deactivate the territory, select the Inactive check box on the Detail card.

58 June, 2023
Entering a Quota for a Salesperson
Enter a quota for each salesperson in Salesperson Quota Maintenance. Later, you can compare
the actual sales numbers to this goal. Establish quotas by year or fiscal period. If you enter a quota
by year, the application divides the total quota amount into 12 equal periods. You can see quotas in
Salesperson Pipeline.

Entering a Quota for a Salesperson

1. From the main menu, navigate to Sales Management > Customer Relationship
Management > Setup > Salesperson Quota.

2. If necessary, on the application landing page, enter the fiscal year you want to create/review
the quotas for using the Fiscal Yearfield on the header of the Salesperson Quota card. When
you create a new quota, it will use the fiscal year you select here and you will not be able to
change it.

3. Select New to add a new quota.

4. Search for or enter the name of the salesperson.

5. Enter the quota amount in the Amount field.

6. Select Period or Year in the Quota Per field. The application calculates total quota for a
period/year and displays it amount in the Total Quota Amount field.

59 June, 2023
 7. Select Save.

Manually Adjusting a Quota for a Specific Period

You can manually adjust the salesperson’s quota for each period.

1. Go to the Fiscal Period Details card. Each period for the selected fiscal year shows the quota
for that period.

2. Highlight any period you want to change the amount for and enter the required amount in the
Amount field.

3. Select Save.

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Operations
This section details the operations available through Customer Relationship Management and Case
Management. Each operation is described as a workflow to help guide you through the process from
start to finish. These applications are primarily found within the General Operations folder for this
module. If a unique setup record is required to run the operation, this is also described in this section.

You may also need to set up some parameters in Company Configuration. Some modules have
global settings you define through this administration application. For more information, review
application help.

61 June, 2023
Using the Salesperson Pipeline
Salesperson Pipeline helps trace sales figures as compared with the salesperson's quota. This app
is valuable for reviewing progress of the sales team members. On one card, you can review pipeline
data based on open, unexpired quotes with expected close dates. Look up the actual sales numbers,
based on orders, and up-to-date totals on another.

This program is available only to sales team members who have View Company
Pipeline privileges. You assign this privilege to team members in Work Force
Maintenance. Pipeline information is filtered by the Work Force ID. For example, if
your sales force is divided into regions, you can allow regional managers to view all
salespeople in their territories, provided the regional managers are authorized users for
the salesperson.

Reviewing Salesperson Pipeline

On the Pipe Line card, review the pipeline information for each salesperson for the selected period.
Here you can look up the list of quotas for the customers, the quota details, and the Work Force IDs.

To use the card:

1. From the main menu, go to Sales Management > Customer Relationship Management >
General Operations > Salesperson Pipeline.

2. In the From Date and To Date fields, enter the required period.

3. In the Quote column, select the quote to access the Opportunity/Quote Entry or the
Opportunity/Quote Tracker.

4. To view the quote, select the Opportunity/Quote Entry or the Opportunity/Quote Tracker.

62 June, 2023
Displaying Actual Sales Numbers
Expand the Actuals card to track quota amounts and actual sales amounts within the selected
period. Here you can review your progress as a salesperson throughout the fiscal year.

All figures shown on this page are actual sales and do not include any pending quotes.

To use the card:

1. In the Actual Type field, select the required filter (Company, Region, Territory, Sales
Representative, Sales Manager).

2. In the Region, Territory, or Sales Representative fields, select the data.

3. In the Fiscal Year and Period fields, enter the required year and period.

4. In the Pipe Line Totals card, view the actual total data. Look up the quarter-to-date and year-
to-date sales amounts, as well as the details of the sales representative.

Here is more information about the following fields in this card:

l MTD Quota - The month-to-date quota for this salesperson.

l QTD Actual - The actual sales amount, quarter-to-date.

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l YTD Actual - The year-to-date quota for this salesperson.

64 June, 2023
Tracking Customers
Keep up with important customer activity that guides you to keep your customers on track in the
Customer Tracker app. There is a record for each customer where you can view quotes, AR
invoices, orders, jobs, and other data linked to this specific customer. It provides instant access to a
customer's current status.

The 'Customer Tracker' app can only display one customer at a time. To display two or more
customers at the same time, use Salesperson Workbench. This tracker allows you to:

l Review customer records.

l Retrieve details for orders, tasks, shipments, and many more.
l Review a customer's primary information along with various details.
To know your customer, it is important to have basic details about the customer, like the customer's
name, address, billing options, and contact details. The Customer card provides the answers to the
'Who, What, When, Why and Where' of a customer. This card allows you to:

l Select the customer record and review the primary information about the customer, including a
customer identifier and the customer's main address.
l Review specific notes on the selected customer record.
l Examine the appearance of the main customer address, bill to location, or ship to locations.
l View default shipping choices such as carrier options and billing information.
l Track the default document types for AR invoices.
l Review E-Invoice Details.
l Use the 'Activity' page to access a set of cards, each including different information. For
example, the 'CRM' card includes the calls listed in descending order by date.

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Tracking Customer Contacts
Review a specific contact for a specific customer using the 'Contract Tracker' app.

To view a contact:

1. Open the Contact Tracker app.

The Landing page displays. The page displays all existing contacts for various customers.

2. To select an existing contact, select the contact link inside the grid.

The Detail card displays.

3. The Detail card displays the Contact, Phone/Fax/Email, Name Details, and other contact
related information.

4. Review the Mailing Address, Attributes, and Customer information.

You have to expand each card.

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5. Select the Activity page.

The 'Activity' page provides you with the data on the activities associated with the contact's
company such as financial payments, shipments, RMA data, warranties, and so on.

6. Exit the Contract Tracker app.

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Creating Cases
Once you initiate a case, it may need to generate additional records to assist in the resolution of the
service call. When you generate a new record in the Case Entry app, whether it is a sales order, a
field service call, a job, or a Returned Material Authorization (RMA), it automatically links to the case
and displays on the corresponding Links sheet. Once you create a link, the related records can
easily be accessed by double-clicking the record ID on the Links sheet.

For a defective material claim, it may be necessary to generate an RMA and perhaps a new sales
order to replace the damaged goods. Not only are you able to quickly create a record, but can easily
access and update the record from the linked case. Every record you generate in Case Entry has an
associated case number identified on the header of the record. When an RMA is created, the case
number is updated on the RMA header and the RMA number is listed on the case.

Raising a Case for a Sales Order

1. Open the Case Entry app.

The Landing page displays. The page displays all the existing case number records.

2. To select an existing record, click on the case number link inside the grid.

You can also use the 'Case' field to search for and select an existing record.

3. To add a new case record, select New.

The Case Details card displays.

4. Search for and select a person/contact record.

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5. Enter the full case description.

6. Select the Case Type to indicate what the record relates to.

l CRM - Use it on opportunities and quotes with CRM-based tasks.

l ECO - Use it in the 'Engineering Workbench' app with ECO-based tasks.

7. Select an owner.

The Owner should be the person responsible for handling the Case – this will
default to the user logging the case but you can change the owner if required.

8. Search for and select a wokflow group record.

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 9. Select a task set.

The Task Set you select is extremely important as it populates the Tasks page of the case
with a workflow which you need to progress. You can assign tasks to individuals for action with
start dates/due dates and other information.

You select the Tasks page here:

10. Select Save.

Defining Related Information

Next, what the case record relate to in Kinetic.

1. Locate the Related Information card and expand it.

2. Select what the case relates to.

In this example, we select a sales order, SO Line, and Release.

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 As a result, the part information defaults. This is the part on the sales order line.

Entering Additional Case Information

After you create a case and enter its primary information, you can also add some additional details
for it using the panel cards available on the case entry page.

l People - Maintain a list of people related to a case.

l Resolution - Enter information about how the case was resolved. This includes the information
pertaining to the resolution, the published description of the resolution, and summary
information

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 l Topics - Assign topics to the case. This card is valuable when you want to look up all cases
with a similar topic.
l Links - Use cards under the Links card to link to records assigned to the case. These cards are
useful if you want to work directly with the records that helped bring the case about. The
External Links card can store the case number for the external tracking number.
l Attributes - Assign attributes to the case. This card is valuable when you want to look up cases
based on attributes assigned. Attributes are set up in the 'Attribute Maintenance' app.

You cannot add or remove attributes from Kinetic with this card. Use the 'Attribute
Maintenance' app to add or remove attributes.

l Dealer Info - View information about the case record created through ECC. When a Help Desk
representative creates a new case via ECC, the case ties a warranty claim from a dealer to a
quote using a workflow.

For the Dealer Info card to display, you must install the 'Dealer Network
Management' license.

Initiating Task Actions

Next, create and complete the task related to the case you've created.

1. Select the Tasks page.

The Task Detail card displays.

2. Select New.

3. In the Task field, select a task.

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4. Select the following check boxes as necessary.

l Send Alert Creation - Select if you want to be sent an alert at the creation of this task.

l Send Alert at Completion - Select if you want to be sent an alert at the completion of
this task.

l Mandatory - Select this check box if completion of the task is mandatory.

5. You need to assign the task to the person needing to complete the first action, giving it a Start
and Due dates.

6. When you have completed a task, the Complete check box.

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 If no further action is required to the case you can mark the workflow as
complete, otherwise do not select the 'Complete' check box and the workflow will
move to the next task.

7. Select a reason.

The available reasons depend on how the task completed. If it ended with a 'Win', the reasons
are of type 'CRM Win'. If it ended with a 'Lose', the reasons are of type 'CRM Loss'. If the task
ended with 'Next', the reasons are of type 'CRM Task'. You set up reasons in the 'Reason
Code Maintenance' app.

8. Review the Customer, Supplier, People, and Comments information that relate to the task.

The values that display on these cards depend on the tasks and what the case relates to.

Closing a Case
When the case has been fully resolved it can be closed. From the Overflow menu, select Close
Case.

You can reopen a case using the Case > Reopen Case command.

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Creating Topics and Sub-Topics for Cases
Define the issues, or topics, that people working with customers can assign to cases. These topics
provide helpful information about the subject of each case and can assist service representatives in
troubleshooting. You can create topics, and up to 10 levels of sub-topics for each one, using Topic
Maintenance. You are not required to use topics, but they can provide historical information for
managing cases and evaluating case issues. As a result, you can further subdivide the scope of
contact with a customer.

Entering Topics
To add a top-level topic:

1. From the main menu, navigate to Sales Management > Case Management > Setup > Topic.

2. Select New to add a add a new topic.

3. Enter a unique code for the topic in the Topic ID field, such as BATTERY and its description.

4. Since this topic is at the top level and can have parent topics beneath it, select the Top Level
check box.

5. Select the Case check box. This indicates that this topic will be used in Case Entry.

Note that you can also mark a topic for use in Maintenance Management by
selecting the Maintenance Issue check box, or as a resolution topic in
Maintenance Management by selecting the Maintenance Resolution check box.

6. Select Save.

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Entering Parent Topics
To add a parent topic:

1. Select New to add a add a new topic.

2. Enter a unique code for the topic in the Topic ID field, such as VENTILATOR and its
description.

3. Leave the Top Level check box unselected. This indicates that this is a sub-topic. Save the
topic.

4. On the Parent Topics card, select New .

5. Select the parent topic ID from the list. Only topics you define as a top level topic display as
options.

6. Enter the sequence number to indicate where this topic should display in the Parent
Sequence field.

7. Select Save.

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Using Knowledge Base Inquiry
Search for cases entered into the Knowledge Base in Knowledge Base Inquiry. This program is
useful to locate information about an existing case. This comprehensive one-stop solution enables
your service team to manage current case load and respond quickly to customers for industry
leading customer satisfaction.

To view this tracker:

1. From the main menu, go to Sales Management > Customer Relationship Management >
General Operations > Knowledge Base Inquiry.

2. Search the knowledge base for cases marked as Knowledge entries in Knowledge Base
Inquiry panel card. This section is useful for comparing a current case to past cases entered.

l Enter keywords that make up the search in the Text Keywords field.
l Select the Issue Text check box to include text in the issue as part of the scope of the
search.
l Select the Published Text check box to include text in the published description as part
of the scope of the search.
l Select the Resolution Text check box to include text in the resolution description as part
of the scope of the search.
l Select a topic for which you want to search cases In the Topic String field.
l Select Search after you established the scope and criteria of the search.

All matching items display here:

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3. In the Case Details card, review the issue for a knowledge base case. This section is useful if
you want to review the issue that brought the case about. You can also view the resolution and
published resolution for the case, if any.

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