Alerting

Creating and Configuring Alerts

Alerting allows the design, configuration and management of alert definitions. To view and configure alerts, select Configure Alerts from the Alerting menu.

This will display a list of the existing Alerts in the system, with their Types and Status. Those alerts which are Active (i.e. they will fire if the criteria are met) are indicated with the tick in the Active column and Alerts can be deleted by ticking the red cross.

New Alerts can be created by clicking the New button at the top right of the list.

Types of Alert

On Save	Reminder	Custom Item
Email Receipt	Touch Point Alert

There are 5 types of Alerts that can be configured:

1.On-Save Alert - When a Gold-Vision item is saved, if specified criteria are met, then an alert can fire.

2.Reminder Alert - If an object does not change for a specified amount of time, an alert can fire.

3.Custom Item - "Custom" items can be added to the homepage New menu, resulting in the creation of a certain object with defined fields already set.

4. Email Receipt Alert - Alerts which will fire when emails are received which meet certain criteria.

5.Touch Point Alert - the touch point score will determine the actions of the alert.

In addition to this, there are also Note Reminders, which can be set when creating a note and will alert the creator of the note at the relevant point, and Due Date Alerts for Activities, which will alert the Owner of the Activity at the time and date as set in the Due Date field. These two types of Alert can only be created through the Gold-Vision user interface.

When a new Alert is created, you will be presented with the choice of which type of Alert you want to create from the three choices above (see screenshot below). Click on the type of Alert required to proceed.

You can then select which Gold-Vision object you wish to create your alert for - On-Save and Reminder Alerts are available for Gold-Vision items as below:

After selecting the object type you want an Alert for, the New Alert screen will open, as below. This allows you to input an Alert title (which will appear if a user is alerted in Gold-Vision as the Alert text), any Notes, then to add conditions and actions to the Alert.

Once the Alert has been configured, it can be Saved and/or Activated using the buttons at the bottom of the item. Clicking Activate will automatically save the Alert. Once an Alert is Activated, it will then fire if the conditions are met.

On Save Alert

Example: when an Account with the 'type 'customer is created or updated, alert the Account Manager

Reminder Alert

Example: If an Opportunity has not been updated for specified amount of time, or a renewal date is imminent.

Example reminder Alert:

Custom Item

Example: Support call - a contact activity available from the New Menu with certain fields pre populated.

Email Receipt Alert

Example: Link emails with a Support Call reference number to the Support Call.

First set up the reference number for the Support Calls, then create the Email Receipt Alert

Touch Point Alert

Example: when a Touch Point score raises over a certain value alert the owner so they can follow up swiftly.

Note - this option is only available with Marketing Automation.

Alert Conditions

When creating On-Save and Reminder alerts, each will have a defined set of criteria that cause them to fire. For an On-Save alert, these conditions will relate to a value of a field (it could be of any type - dropdown, text, numeric, checkbox, date)

An Alert can have one or many conditions that need to be met. If there are multiple conditions specified, then all conditions must be met before the alert will fire.

For Reminder alerts, since these scan the database frequently for changes, there is a more constrained list of fields that can be checked. These are generally limited to date and "status" fields.

To add a condition, click Add Condition. This will then ask you to select what type of condition you require.

Selecting the relevant item will then add that criteria to the Alert Conditions list and return you to the Alert configuration screen. You can then select which field you want to evaluate (from the fields of the relevant type), and then which criteria you want to check for. For dropdown fields (as shown below), you can select the dropdown option you want to check for.
Image
Once you selected the option for the first condition, you can continue to add further options with the Add Condition button. You can remove any conditions you don't want using the Delete trigger condition icon. N.B. Alert conditions can only be Added or Removed when an Alert is Deactivated.

Alert Actions

When an On-Save or Reminder alert fires, the resulting Actions can be defined.

On-Save

Reminder

1. Alert (via Gold-Vision) - the simplest action, this causes an alert to be added to the recipients alert list and the home page Alert pop-up page to appear if the user is in Gold-Vision. Alerts can be directed to owner of the object, the Account Manager of the account the object belongs to, a specific Gold-Vision user or a specific Gold-Vision team.

2. Send an email - For Gold-Vision users who are not constantly in the Gold-Vision system or where a more formal notification is required, an email can be sent. This email will contain the text from the alert title and a link to the object that fired the alert. Emails can be sent to the owner of the object, the Account Manager of the account the object belongs to, a specific Gold-Vision user, a Specific Gold-Vision team or a specific email address.

3. Changing Data - Data in the item that triggered the alert can be altered.

4. Creating another item - This allows the alert to generate a new object with pre-filled in data, either inherited from the object or pre-set. Activities, Notes, Opportunities or Projects can be created, however, not all objects are available from every triggering object.

5. Changing Parent Data - Data in the items parent can be altered.

View Alerts

The View Alerts option allows you to see all of the Alerts that are currently Active in the system, and those that have been acknowledged or dismissed.

Email Templates

The Email Templates menu option allows you to design email templates which are used when an alert sends emails. Templates are specific to Gold-Vision object types, and are used to send emails containing information from the Gold-Vision records. The screen below shows the layout of the designer.

In the message body add the text required - you can also add any fields from the relevant Gold-Vision item by selecting the appropriate field and clicking Insert. You can also add a direct link to the Gold-Vision item (this is only clickable by Gold-Vision users).

Example Alert Configurations

The alerting mechanism is clearly a flexible and powerful one, and it is used in a great many ways. Here are some examples

Automatically creating Project Activities.	Alert account managers of possible account issues.
Monitor “stuck” or “Dormant” processes.	Automatic Email to confirm a call has been logged
Advise the customer that their subscription is due.	Sales Automation
Copy Account address fields to another item

 

Creating Project Activities when a Project is created

Automatically creating Project Activities when a Project is created, perhaps setting a due date 2 weeks after the created date

 

={ [START_DATE] + 2w }

Notify recipient if a new project activity is created. It maybe standard company practice to create Project activities and assign them to relevant colleagues. An alert to the owner of an activity when its created will ensure that the colleague is aware of the new item.

Alert account managers of possible account issues.

For example:

An alert might be generated for the account manager of any account whose type is set to “ex-customer” or Support Hold.

Create an On-Save alert for an Account.

Add the Condition - when a dropdown is selected, select the relevant drop option

Add the Action - raise an Alert in Gold-Vision, select Alert Account Manager

 

Monitor “stuck” or “Dormant” processes.

For example:

If an support call activity has not been updated for 4 days, an alert to a support manager might be generated.

Create a Reminder Alert for a Contact Activity.

Conditions - Record not updated for, select time period.

Action - Raise an alert in Gold-Vision for a specific person, eg Support Manager.

Automatic Email to confirm a call has been logged

For example:

Step 1

Create the email template.

Step 2

Create the On-Save Alert for a Contact Activity.

Conditions: when the item (Contact activity) is created.

Action: Email the Contact, select the relevant Template.

Advise the customer that their subscription is due.

Step 1

Create an Email Template

Step 2

Create a Reminder Alert

Conditions - eg: when the Renewal Date is less than 1 month

Action - Send an Alert via email, select the Object owner and the relevant template.

Sales Automation Examples

Remind me two months before competitor contract renewal

Create a Reminder Alert for an Opportunity

Conditions - eg: when the Contract Renewal Date is less than 2 months

Action - Raise an Alert , select the Object owner.

 

Upon Opportunity creation automatically create a series of activities for team members with defined due dates and follow up.

Create an On-Save Alert for an Opportunity

Conditions - When an Opportunity is created

Action - create an Activity.

Configure the relevant fields

When the Opportunity is created 2 Activities are automatically created:

We have set the Summary, the Owner, the Type and the Due Date via the Alert.

Copy Account address fields to another item

 

For example copying the Account Address fields to a Contact Activity

Step 1

Add user defined text fields to your Contact Activity - rename as Primary Address, Post Code etc

Step 2

Create a Contact Activity On Save alert

Condition: When the item is created.

Action: Modify field values for the item.

In the field eg Post Code add field name in the following format

: ={ [PARENT:POSTCODE] }