talisma crm © interactions 1proprietary and confidential

Talisma CRM©

Interactions

1Proprietary and Confidential

Proprietary and Confidential 2

What is a Talisma Interaction

• Record of communication between Users and Contacts

• Collection of Messages• E-Mail• Text Messages• Phone Calls• Chat• Printed Letters


Key Features

• Logical grouping of messages • Organized• Threaded

• Collaboration with colleagues• Transfer/Assign• Forward• Submit for Review• Consult a Specialist


• E-mail address that an organization uses to send and receive e-mail

• Two Types− Incoming: Receives e-mail for a Team− Outgoing: Sends e-mail to Contacts

About Talisma Aliases

Incoming Alias 1

Outgoing Alias

Team 1

Incoming Alias 2

Incoming Alias 3

Team 2

Team 3


Interaction Windows


The Interaction Window


• Historical record of all messages associated with the Interaction

• Record of other specific events such as − Assignment to a User− Transfer to a Team− Changes in Status/Priority− Opening by a User− Sub Interactions

The Conversation Pane


The Conversation Pane

Individual Messages can be expanded or collapsed by clicking on the or next to the Message header

+ -


• Used to compose and send e-mail replies

The Reply Pane


• Reply Pane is replaced by Forward when Forward is selected from the Interaction Menu

The Forward Pane


• Reply Pane is replaced Consult when Consult a Specialist is selected from the Interaction Menu

The Consult Pane


• Items from the Properties Tab can be placed in the Preferred Properties pane for easy access

The Preferred Properties Pane


• The Tabs Pane includes the Tab Bar and the Tabs associated with the Interaction

The Tabs Pane


The “New” Interaction Window


Interaction Table View


The New Message Window


• Creating an Interaction – New Interaction Window

• Viewing an Interactions – Interaction Window

Demo


• Create a new interaction from a Lead. Select the media as Phone.

• Put in some text in the contact message box and the user message box.

• Assign the interaction to yourself while logging.• Locate & open the relevant interaction using one

of the search methods.• Notice how the contact message and user

message are captured on the interaction.

Training Exercise

Interaction States

Interaction State Icon

Open

Pending

Resolved

Closed

Expired

• Pending, Closed and Expired states cannot be set manually.

• Expired cases cannot be re-opened.


• An Interaction can have a Priority of Normal or High

• Priority is automatically computed by the system based on the priority of the associated Contact and the time-based priority definition defined by the Talisma Business Administrator

• Priority can be set by the User (with permissions)− Two Options

• Force High Priority• AutoCompute

− Recorded as event in the Conversation Pane

Prioritize Interactions

Actions on Interactions

• Add Message• Add Comments• Set Interaction State• Set Interaction Priority• Edit Interaction Subject


Assign/Transfer Interactions

• Transfer - Transfer to different team• Assignment - Assignment to specific user

• User can assign and transfer together if user is part of both the teams only

Team 1

Team 2User 1

User 2

(Assignment)

(Transfer)


• Add a message to the interaction created earlier.• Observe the state of the interaction• Add follow up contact message• Add comments• Make interaction as high priority• Assign the interaction to the trainer

Training Exercise


• Forward− Used to send Interaction details via e-mail− Used to send to someone who is not a Talisma user,

or to a another Talisma User when no reply is expected

• Forward Options− Forward (as email message)− Forward as an attachment

Forward Interactions


• Consult a Specialist− Interaction is sent to Specialist (not a Talisma User) as an

e-mail− Interaction Property data is sent if configured in Business

Administrator− Interaction owner is notified when the Specialist responds

• Submit for Review− Typically used to monitor responses by new employees− Can only be sent to another user in the same Team− Remains assigned to original User− Can include comments to for the reviewer− Can be recalled if reviewer has not taken any action on the

review

Requesting Assistance


• Forward• Consult a Specialist• Submit for Review

Demo


• Adding Comments− Comments can be added to Interactions using the

Interaction->Add Comments menu action− Interaction comments appear in the Conversation

History Pane

• Attaching files− Files can be included in the Interaction Comments

by using the Insert File option in the Comment window

Adding Supporting Information


• Send and set state with single click• Auto load next message

Replying to Interactions

Message Object

• Interaction is composed of messages• Are internal to the system and can be viewed only

after logging as an interaction• Each message has a direction

(incoming/outgoing)• Have a unique identifier, Message ID• Interaction ID is independent of Message ID• How to view Message object?

Talisma Message Workflow

1. Outgoing EMAIL (Sent

folder)

Talisma Client

1. Incoming Message ID 08

2. Incoming EMAIL (inbox)Interaction ID

15

2. Outgoing Message ID 09

3 separate emails

One Interaction(Interaction ID 15)

3. Outgoing EMAIL (Sent

folder)Interaction ID

15

3. Incoming Message ID 10

ALIAS

Contact A


• Workspace where all outbound messages are held

• Options available to:− Delete Reply− Rush Reply− Pause Reply

The Outbox


Additional Actions for Interactions


• A single e-mail response can be sent for multiple Interactions at the same time− In the Interaction table view, multi-select the required

Interactions− From the Interaction Menu select Reply or Reply All− Type the response in the message area of the Multiple

Interactions Reply Window− Click on the appropriate send option

Responding to Multiple Interactions


• Interactions may be saved as a file on the system− HTML− Text

• Save Options− Interaction – Interaction data including

Conversation Pane with Messages and Properties.− Message Window− Attachments

Saving Interactions to a File


• Reminders can be set by a User for oneself or for another Talisma User to perform an activity related to an Interaction. To set a reminder− On the Interaction Menu Bar, select Interaction-

>Set Reminder…− By clicking on the Set Reminder icon on the

Interaction Toolbar

• Note:− Reminders can be set for multiple Interactions at the

same time by invoking the Set Reminder action from the Interaction Table view with multiple Interactions selected

Reminders


Message Enhancements


• Attachments− File attachments can be added to messages

• Signatures− Signatures are Team Based− The Signature for the Interaction’s Team will be

used



• Properties− Properties from the Interaction and related Objects

(Contact, Lead, Message) can be directly inserted into an Interaction Response

• Lists− A list of properties, from an Object that has a

Many:One relationship with the Interaction or related Object, can be inserted into an Interaction Response



• Pictures

• Hyperlinks

• Knowledge Base Solutions− For systems with integrated Talisma Knowledge

Base



• Inserting Attachment• Inserting Signature• Inserting Properties & Property Lists• Inserting Pictures• Inserting Hyperlink

Demo


• Maximize the reply pane to pan the entire Talisma window.

• Locate a file from your local computer and attach it to an existing interaction response.

• Insert the Date of Birth property of a contact in a response.

• Locate a picture on your local computer and insert in a response.

• Include the following text in your response “Click here to visit Talisma”. Make the text as a hyperlink to http://www.talisma.com

Training Exercise


• Canned Responses− Pre-defined messages that can be inserted into

Interaction responses− Shared Object− Canned Responses can be personalized by

including properties from the Interaction and related Objects (Contact, Lead, Message)

− Conditional Merges− Most Recently Used (MRU)− Can be inserted with a shortcut



• Rapid Responses− Up to three Canned

Responses can be identified as Rapid responses

− Rapid Responses can be included in a Message by a single click on a Tool Bar icon



• Create the following CR and share it with the home team.

Hi <First Name>

Thank you for contacting Indiana University. You will get a response to your query within <<Today + 3 days>>.

((if Lead.City = Bloomington then include the text below))Indiana University is hosting its annual music festival on Mar 1, 2013. Click here to find out more information.

Regards,<Current User>

Training Exercise


• Auto Correct− Automatically correct commonly miss-spelled words

• Spell Check

• Auto Text− Auto Text shortcuts may be used in Messages− Auto Text shortcuts will be automatically expanded

in the Message – e.g. ASAP is expanded to As soon as possible

Typing Tools


• Questions?

• Clarifications?

Wrap Up


Thank You

talisma crm © interactions 1proprietary and confidential

Documents

confidential slide

interaction subject

interaction windows

specialist interaction

interaction menu

new interaction window

relevant interaction

interaction details