Resco MobileCRM – Adding a Digital Signature to Forms

In previous posts I have walked through working with Resco Mobile CRM and the Woodford app’ to create mobile projects and design forms (see: http://wp.me/p3wxxT-1s). During a recent project I was asked if we could enable the use of digital signature capture for users in the field. Happily this is a feature that can easily be pushed to my client’s devices using Resco Mobile CRM.

The quality of the signature captured will largely depend on your device(s), i.e. if your device has a stylus this will greatly improve the ability to capture a decent signature, even though you can use a finger for a touch interface or a mouse for the Resco application on a laptop etc. – but whatever you capture can be fed back into CRM regardless. If you are online or offline (sync’ required for offline use).

The functionality could be useful for a multitude of scenarios in the field, such as Sales Opportunities, Application Forms, Delivery Confirmation or Approvals to name but a few.

Here is a short walk-through for adding the signature functionality to an entity:

Step 1 – Load your Mobile Project

Navigate to your CRM instance and then go to Settings > Woodford > MobileCRM Woodford, the Silverlight application will launch. Go to “Mobile Projects” in the left hand navigation areas and open your project, (if you need to know how to set up a project in Woodford check out my earlier post here http://wp.me/p3wxxT-1a).

Once you have opened your mobile project navigate to entities and click to expand the entity you will be working with.

CRM_app_launch1

Step 2 – Form Design

Once you have selected your entity click to expand the list and click “Forms”, from the main navigation area open your “Edit Form”, (if you do not have an edit form and want to create one see my earlier post on designing a form, the link is at the top of the page).

In the form designer once you have the fields and list views you need for your entity, navigate to the “Add Media” option in the toolbar.

Add_Signature

In the “Add Media” pop-out menu you will be able to select “Signature” from the options, once you have added a “Name” and selected the required media to be captured you will be able to assign “Statuses” that require a signature if that is what suits your scenario (this could be useful for an approval for example, the user would need to add a signature in order to move the record to “Approved”), and set the “Subject” line to be included when the media is committed.

Note: There are a number of actions available in the Add Media menu, such as; capture photo, select photo, select file, record audio and record video. You can add multiple media tabs to your form, so you can have a tab for signature capture and another for photo capture for example.

Add_Signature2

Click “OK” to confirm. Your media tab will then be added to the form design, if you need to update or edit all you need to do is double-click the tab, in this case “Capture Signature”.

Add_Signature3

The next thing you will need to do is “Save” or “Save and Close” your form to commit your changes. Once back in the project screen make sure to validate then publish your project.

Step 3 – Test Your Signature Tab

Now you have added your media tab and selected the signature option you will want to test your changes, to do so launch the Resco MobileCRM application from your device, make sure you synchronise (this may take a few seconds) and go online.

App_Sync

Once you have synchronised the app’ navigate to your entity and either open a record or create a new record, make sure all required fields are completed and click your new “media tab” – in this example I called mine “Capture Signature”.

Simply write on the screen with your chosen implement, (or finger) and click save. Depending on your sync’ settings you may need to re-sync’ with CRM for your changes to be committed.

App_Signature

You can check the results in CRM, if the data from your device has been synchronised with CRM then navigate to your record in your chosen UX, be it web-based or Outlook, and click on the “notes” option in the Conversations Tab – and there is your signature!

CRM_Signature

I hope this was useful, if you need any further information on using Resco check out the Woodford Guide or speak to the helpful folks at www.resco.net – happy CRM’ing.

Gamification in CRM

Lately one of the areas I am hearing more about and getting asked more questions around has been “Gamification” in CRM, something that is especially useful to Sales and Service driven organisations (such as contact centres for example).

What is gamification you might ask? Well in short is the a term given to the use of game mechanics or ‘thinking’ in a non-game context to engage users of staff in problem solving or to help increase contribution. The idea is that you can align user output with a particular set of goals and rules in a structured way, whilst motivating the user or users to get involved.

Gamification has been widely applied in marketing too for example over 70% of Forbes Global 2000 companies surveyed in 2013 said they planned to use gamification for the purposes of marketing and/or customer retention.

Techniques:

Gamification techniques strive to leverage people’s natural desires for socialising, learning, mastery, competition, achievement, status, self-expression or closure. Early gamification strategies used rewards for players who accomplish desired tasks or completion to engage players. The same principles can be applied to a corporate CRM instances as that of a leisure activity such as running/jogging – see Zombies, Run! https://www.zombiesrungame.com/

Examples of the application of this concept can be found in the typical contact centre environment by using targeted KPIs (key performance indicators) such as inbound calls taken (volume), average call waiting, average call time etc. and applying gameful experience to achieving those targets, supplemented by elements such as leader boards and/or incentives.

For an insight into engaging people by introducing fun, check out this video on YouTube by Mario Herger: http://youtu.be/v2PIsksNLPk

Dynamics CRM:

In Dynamics CRM gamification could be promoted using Sales and Service Dashboards to render “Top 5 Performers” etc. but there is greater scope with an organisations CRM dataset to widen the parameters of what can be achieved and the user experience involved by using additional ISV solutions such as; “Hurrah!” and “Motivation Engine” by CRM Gamified: http://crmgamified.com/motivation-engine/

You can use gamification to drive areas such as:

  • Improved case resolution times
  • Improved sales performance
  • Increase system user adoption
  • Improve the standards of data captured in CRM
  • Activity tracking

A simple, practical example could be to use gamification in CRM to drive an improvement in the quality of data captured by the customer service team around customer contact details, such as email addresses – this could then directly benefit your marketing team as they have an increases pool of accurate email address to send marketing emails to.

It’s a concept that is well worth considering from an employee and customer perspective, if you are heading to Convergence 2015 in Atlanta, you can find CRM gamified at exhibitor booth 169.

Gamified1

CRMGamified – Motivation Engine

Using Routing Rules in MS Dynamics CRM 2015

Creating a Queue in Dynamics CRM can be useful when managing incoming email, but to feel the benefit from a service management or support perspective adding Routing Rules can add a whole new dimension.

It can be useful for an organisation to manage incoming case emails in CRM based on the content or level of service offered to their customers. In the latest version of MS Dynamics CRM Online it is possible to configure “Routing Rules” against the Case entity to push cases to the correct queues using a combination of workflow processes and routing rules.

In this example I will  be using a previously configured Case field named “Service Level” to define the queue to which the case will be assigned in CRM, in this case I will use “Service Level” as an option set with the values – “A”, “B” and “C”. The solution will also include the use of:

  • Routing Rule Sets
  • Rule Items
  • Queues

Sometimes we may need to create additional workflow as the “Routing Rules” functionality only route cases automatically when cases are created either by Automatic Case Creation Rules or by Workflows. Routing Rules are applied to Manually Created cases by clicking the Apply Routing Rules button. So we will need to use workflow functionality to route cases to queues when needed.

Please Note; The same logic can be applied to other attributes in CRM either out of the box or custom. The same solution should apply to CRM Online and CRM 2015 On Premise depending on your current version/UR installed.

Step 1 – Create Additional Queues for Service Levels:

To set up routing rules in CRM you will need to create or utilise existing queues, this step includes the creation of queues from scratch and assumes that the required mailboxes/server sided configuration for email has been completed. For more on this subject see this TechNet post: Create_Profile

In your CRM 2015 organisation navigate to; Settings > Service Management > Queues and click “New” to create a new queue. Enter the “Name” and then select “Public” for the “Type” field. Insert the email address required for the queue, for example; @.onmicrosoft.com. Then click :Save and Close” to create the queue. Repeat this step for the queues required for additional service levels, (in this example B and C).

Step 2 – Create and Configure a Routing Rule Set for the Case Entity:

In your CRM 2015 organisation, navigate to; Settings > Service Management > Routing Rule Sets and click “New” to create a new Rule Set. Complete the required fields giving your Rule Set a “Name” and click “Save”do not close the record at this point.

Routing_Step_1

Step 3 – Create a New Rule Item:

The next step is to add your “rule items’, these will contain the conditions that you want to apply to the routing rule set.

From within your new Routing Rule record click “+” to add a new “Rule Item” in the sub-grid controls. In the “create record” window add the name of the rule item; in this case. Then navigate down to the “Rule Criteria” tab and add your “If Conditions”.

The conditions in this example are; Case > Service Level > Equals > A. (This will look for all Cases that are assigned the “A” value in the Service Level option set). Navigate to the “Then” conditions and for “Route To” select “Queue” and the Queue you require. Then click “Save and New”.

Routing_Step_02

Repeat this step for your other variables, for this example; Service Level B and C and set the queue you wish to route to in CRM. After creating your last rule click “Save and Close” and then activate the Rule Set created in step 1.

Please Note; this will be the same interface as the Advanced Find function in CRM and so should be easy for System Customiser , Administrators or End Users to configure (security role permitting).

Step 4 – Test Routing Rule Set:

As mentioned earlier in the post, it is still necessary to supplement your rules with workflow processes at this point in time, therefore the next step is to create the required workflow in CRM if you want cases to be assigned to a particular queue based on updates to field values such as ‘case escalated’ or status reason.

To test your routing rules send an email to the email addresses used for your queues, for example;

To: username@on.microsoftcom
Subject: Support Request Routing
Body: This Case should be routed to queue.

I hope this helps, if you want to know more about working with Queues in CRM with your Routing Rules, check out this post; Using Queues in Microsoft Dynamics CRM – and happy CRM’ing!