What`s New in ADP CRM?

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What`s New in ADP CRM?
®
Upgrade Bulletin
ADP, Inc. Dealer Services ● 1950 Hassell Road ● Hoffman Estates, IL 60169-6308
What's New in ADP CRM?
Enhancements and improvements in the 4.6 release and how they will impact you
About “What’s New?” ................................................................................................................................. 2 4.6 Training ................................................................................................................................................... 2 Email Changes ............................................................................................................................................ 2 New Email Editor ........................................................................................................................................... 3 Automatically Send Campaign, Follow-up & Reminder Emails .................................................................... 4 Email and Letter Subjects Automatically Populated from Template Subject ................................................ 5 Programs Changes ..................................................................................................................................... 5 New Layout and Options for Programs Tab.................................................................................................. 5 Intuitive Field Names for Programs & Events Windows ............................................................................... 6 Schedule Lead Follow-Ups Immediately After a Lead is Logged ................................................................. 7 Prerequisites for Upgrade ............................................................................................................................. 7 Templates Changes .................................................................................................................................... 8 New Layout and Options for Templates Tab ................................................................................................ 9 New Template Editor................................................................................................................................... 10 Merge Fields Reorganized and Improved ................................................................................................... 10 Import OEM/Third-Party Templates from the Template Editor ................................................................... 12 Tasks Changes .......................................................................................................................................... 12 Integration with ADP Lead Intelligence .................................................................................................. 14 How to View and Request Lead Scores ..................................................................................................... 15 Campaign and Follow-up Based on Lead Score ........................................................................................ 17 Setups ........................................................................................................................................................ 18 E-mail: How to Check and Change Your Template Subjects ..................................................................... 18 Programs: Building Programs Tab Views ................................................................................................... 18 Templates: Building Templates Tab Views ................................................................................................. 19 Templates: New Merge Fields Added in 4.6 ............................................................................................... 20 Templates: Set Up a Third-Party/OEM Template Alert............................................................................... 22 Templates: Import Third-Party/OEM Templates ......................................................................................... 22 Tasks: Group Tasks by Customer or Date .................................................................................................. 23 ALI Integration: Add Permissions ................................................................................................................ 23 ALI Integration: Update Preferences Profile ............................................................................................... 24 ALI Integration: Set Up Assignment Rules and Auto-Responses Based on Lead Score ........................... 24 Assign Leads Based on Lead Score...................................................................................................... 25 Set Up Different Auto-Responses by Lead Score ................................................................................. 25 The ADP logo is a registered trademark of ADP, Inc.  September 2011 ADP, Inc. Printed in U.S.A.
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What's New in ADP CRM?
About “What’s New?”
This document describes the changes we’ve made to features and work flows in the latest version of ADP
CRM (4.6). It also describes any new setups and/or changes to your existing setups that you’ll need to
perform after the upgrade for the new features to work.
You should read it carefully before your dealership is upgraded, so that you understand how these
changes will impact how you use ADP CRM and how ADP CRM works.
Step by step instructions for specific setups can be found at the end of this document under the heading
Setups.
4.6 Training
Training is not required for your 4.6 upgrade. However, we highly recommend that you take
the time to view the free, self-paced eLearning training provided for this release. You can run
it right from www.adpdealerservices.com and it will take around 15 minutes to complete.
Since it is self-paced, you can stop and resume the training as many times as you need to.
To open the 4.6 training:
1. Go to www.adpdealerservices.com.
2. Click the Training link at the top of the Home Page.
3. On the Training Home Page, click the Access Training Log In button.
4. Enter your DealerSuite ID and Password in the appropriate fields, and then
click Login. This will take you to the Learning Management System (LMS)
Home Page from which you can access the 4.6 training.
5. Click the Course Catalog Search link on the right-hand side of the LMS Home
Page. This opens the Course Search page.
6. At the Search for these words field, type 3215 and click the GO button.
Email Changes
We’ve made several changes to how you draft and send email from ADP CRM.
What/Who/How
Details
What changed
 We have a brand new, user-friendly email editor that makes it
easy to manually compose email messages. Formatting tools
within the editor look and feel like those you’re used to
working with in other email or word processing tools.
 You can now set up ADP CRM to automatically send followup, service reminder and campaign-generated emails as soon
as they are generated.
 We’ve changed the name of the Description field on the
New/Edit Templates window to Subject. Whatever text
appears in the Subject field for an email template will now
show up in the Subject line for emails that use that template.
What hasn’t changed
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All of the functionality around emails that you are used to using in
previous versions of ADP CRM, and the basic way that you set
up a program, reminder or campaign to send emails.
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What/Who/How
Details
Who’s affected
 Anyone at the dealership who sends emails
 Anyone at the dealership who builds email templates
 Anyone at the dealership who sets up campaigns, service
What you need to do
reminders or programs
1. Check all templates in your system to make sure that the text
in the Subject field is suitable for use as an email subject. It
may not be, since some dealers used the Description field
(now the Subject field) to store an internal description about
the template.
For step by step instructions on working with template
subjects, see Email: How to Check and Change Your
Template Subjects in the Setup section of this document.
2. Make sure that everyone who works with emails knows about
the changes to the email editor.
 Online help topics are available for changes in 4.6. Press
the F1 key on your keyboard while on the Draft Email
window to open the online help.
 You can find “how-to” cheatsheets on the Email Editor in
the Customer Management online help. To get to the
cheatsheets, select Help > Contents & Index from the
main menu while working with Customer Management.
When the help opens, click Customer Management on the
Table of Contents to expand the table, and then click Print
Materials & Show-Me Help > Print Materials.
When to do it
Check your template subjects before your upgrade to 4.6.
What happens if you don’t
do it
If your template subjects aren’t user-friendly, there is a risk that
emails using those templates may get sent to customers with an
inappropriate subject line. Even if they aren’t sent, your staff will
need to manually change the subject lines before they send the
emails. You can avoid this by checking the subject lines and if
necessary changing them before the upgrade.
New Email Editor
We have a new Email editor that you can use to compose and format email messages. You
will see the editor every time you start creating a new email message manually and when you
reply to an email.
Here’s what the new editor looks like:
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What's New in ADP CRM?
A few things to remember when working with the editor:
 If you’re not sure what a formatting button does, simply mouse over the button to
see a tooltip that describes what the button can do.

You can use the copy/paste tools [
from either Microsoft Word or from HTML documents.

If you want to compose a message directly in HTML, click the
button at the bottom of the editor.
] to copy content
Automatically Send Campaign, Follow-up & Reminder
Emails
In 4.6, we’ve added settings to ADP CRM that let you set up follow-up programs, service
reminders and campaigns to automatically send emails, so there’s no need for your
employees to log in and manually send emails from ADP CRM.
When working on campaigns, programs and reminders, you‘ll see a new field called
Automatically send emails, in the following places:
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Area
Window > Section
Campaigns
On the Campaigns Settings window when the Output Type
is set to Schedule Emails.
Programs
On the Edit Event window when the What type of task do
you want this event to schedule? field is set to Email.
Service Reminders
On the Edit Service Reminder window when the Contact
Type field is set to Email.
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Simply check the box next to the field if you want ADP CRM to automatically send emails
for that campaign, program or reminder. Once an email is sent, it will appear on the task list
of the employee assigned to the task, with a status of Completed.
Email and Letter Subjects Automatically Populated
from Template Subject
Whatever text appears in the Subject field for an email template will now show up in
the Subject line for emails that use that template. Previously, follow-up emails used
the event name as the email subject and emails generated for service reminders used
the name of the service reminder package.
Programs Changes
We’ve made several changes to the look and feel of the Programs window, the New/Edit Programs
window and the Edit Event window to make them more consistent with other windows in ADP CRM as
well as easier to use.
We’ve also changed the way that ADP CRM processes program tasks. Previously, all processing occurred
at night and follow-up tasks for a lead logged today didn’t appear on your task list until the following day.
In 4.6, processing runs every five minutes. This means that follow-up tasks for leads logged today appear
on your schedule today.
What/Who/How
Details
What changed
 Most of the field names on the New/Edit Programs and Edit
Event windows
 Lead follow-up tasks can be scheduled just minutes after they
are triggered
 You can now apply saved views to the Programs tab, like you
can to other ADP CRM tabs
What hasn’t changed
 How you access the programs and events windows
 The way that you build programs and events and how they
work
Who’s affected
Anyone who builds programs and events for ADP CRM
What you need to do
Nothing
How to do it
------
When to do it
------
What happens if you don’t
do it
------
New Layout and Options for Programs Tab
We’ve redesigned the Programs window so that it works just like other desktop tabs. In 4.6,
you can create and apply saved views to programs and search within views for specific
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programs. We’ve added a show/hide feature that lets you see all of the events in a program
directly beneath the program name, along with important information about each event.
Here’s what the window looks like now, with one program expanded to show events.
Intuitive Field Names for Programs & Events Windows
We’ve changed labels on most of the fields on the New/Edit Program and Edit Events
windows. The goal of these changes is to make the field names more intuitive, so that it’s
easier for employees who are unfamiliar with ADP CRM to build programs.We have:
 Expanded the names of some fields so that it’s easier for you to understand what
to enter in the field and how your entry will affect the way the program works.
 Grouped similar fields together so that you’re following a more logical flow
when building a program.
While we have changed field labels on these windows, there have been no changes to the way
that these fields work or to the type of information you can enter into them.
“Do Not Schedule Tasks” Field Change
We changed the way that one field on the Events window works slightly. The field at
the very bottom of the window is now labeled Do not create this task if the
scheduled date will be more than <x> days in the past. (Previously it was labeled
Delete tasks if <x> days overdue.)
The field used to do two things:
a. Remove tasks from your task list that were more and <x> days overdue
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b. Prevent ADP CRM from scheduling tasks that would be <x> days overdue at
the time they were scheduled. ( This could happen, for instance, if you added
an event to a program that was already running).
Now, this field only prevents the creation of tasks that will be <x> days overdue at
the time they are scheduled. If any events in your system have this field set to 0
(zero) you may see obsolete tasks appear in your system after your upgrade to 4.6. To
prevent this, make sure that all events in your system have a value greater than 0.
If obsolete tasks do appear on your task list, you can use the Task Maintenance tool
to clean them up. For help on Task Maintenance, open the Customer Management
Online Help, click Search to go to the Search tab, and type in Task Maintenance to
find all relevant help topics.
Schedule Lead Follow-Ups Immediately After a Lead
is Logged
We’ve changed the way that ADP CRM schedules lead follow-up tasks. Previously, all
follow-up processing occurred at night and follow-up tasks for a lead logged today didn’t
appear on your task list until the following day. In 4.6, lead task processing runs every five
minutes. This means that follow-up tasks for leads logged today appear on your schedule
today. Owner follow-up tasks are generated every two hours during the day. Service and
other follow-up tasks are still generated nightly as in previous ADP CRM versions.
We’ve also added a Minutes setting to the Edit Events window that you can use to schedule
tasks for an event a specific number of minutes after the event’s trigger.
Prerequisites for Upgrade
Before we upgrade your BDC processing to generate tasks throughout the day, we
will check your server to make sure that your hardware is sufficient to run task
processing during the day without affecting how quickly the application runs for your
users. If ADP hosts ADP CRM for you on one of our servers, you can assume that
your lead and owner follow-up tasks will be processed during the day. If you have
your own on-site server for ADP CRM, the feature will only be available if your
system meets the following minimum requirements:
Resource
Minimum Requirement
Processor
 Processor must be higher than a Pentium
 Processor must be at least a dual processor
Memory
 More than 2 GB of RAM
If your system doesn’t meet the minimum requirements listed above, you will not be
able to use this feature and task processing will continue to happen at night, just as it
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What's New in ADP CRM?
always has. You won’t see any differences between the way that ADP CRM
sdcheduled tasks for you in previous versions.
If you would like to discuss changes you can make to take advantage of this new
feature, you can contact your ADP Regional Sales Manager (RSM) or call 1-888424-6342.
Templates Changes
We’ve replaced the editor that you use to build letter and e-mail templates with a new one that’s more
user-friendly and feature-rich. We’ve also made it easier to identify which merge fields to use in a
template, made all fields available for all template types, and added several new merge fields. The
layout of the Templates window now matches other ADP CRM windows: it appears as a tab and you
can save and apply views to it, just as you can on other tabs.
What/Who/How
Details
What changed
 Templates window layout is consistent with other tabs and
supports saved views. We’ve also changed the information
that appears on the window so that it’s more useful.
 We have a new template editor that’s easy to use when
composing both print and e-mail templates.
 You can now edit images and graphics from within ADP CRM
using the Image Manager, which is available from the
template editor.
 We’ve organized merge fields so that it’s easier to find the
fields you need to use and also added a new merge fields.
 You can now create templates specifically for use with
campaigns. Simply set the template’s purpose to Campaign
when you create it, and it will be available to you when you
build a campaign. Note that both General Purpose and
Campaigns templates can be used with campaigns, so there’s
no need to make changes to current campaigns that already
use a general purpose template.
 You can set up ADP CRM to alert you whenever your OEM
sends you a new template, and easily import contents of the
template into ADP CRM.
What hasn’t changed
 How you open the Template Editor: Launch > BDC >
Templates > New.
 How you insert and use merge fields
 Your current templates. There is no need to make any
changes to templates already in your system. Likewise,
images that are already in your system do not need to be
reloaded; you can view them directly from the editor using the
Image Manager.
Note: The template editor is used only for letter and email
templates. Auto-response templates for Internet leads must
still be created through System Administration > Locations >
iLeads Settings.
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What/Who/How
Details
Who’s affected
Anyone who builds letter and email templates using ADP CRM.
What you need to do
Nothing
What you may want to do
Create views for your Templates window.
How to do it
See Templates: Build Views for the Templates Tab in Setups
below.
When to do it
Any time after your 4.6 upgrade
What happens if you don’t
do it
Nothing. The Templates tab and your templates will look and
function just as they did in version 4.5/before the upgrade.
New Layout and Options for Templates Tab
The Templates tab now supports saved views and shows more useful information about the
templates in your system.
Here’s what it looks like:
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What's New in ADP CRM?
New Template Editor
We’ve added a new, user-friendly template editor that you can use to build letter, email and
envelope templates using either WYSIWYG or HTML formatting tools.
Using the new editor, you can :
 Compose templates in either WYSIWYG or HTML, and use the HTML Tag
Inspector to check your work before you publish a template
 Easily upload pictures and logos for your template, and edit them right from the
editor using the Image Manager
 Upload templates from your OEM with just a few clicks
 Quickly toggle between versions of the same template that are in different languages
 Spend less time formatting tables by using the Table Wizard
Here’s what the new editor looks like:
Note: When working with the template editor, if you’re not sure what a formatting button
does, simply mouse over the button to see a tooltip that describes what the button can do.
Merge Fields Reorganized and Improved
In this release, we’ve changed the way that merge fields are displayed to you when you build
a template and added several new merge fields. Also, now all merge fields are available for
all templates types; previously, merge fields were limited to a specific type of template. See
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Templates: New Merge Fields Added in 4.6 under Setups below for details on merge fields
added in this release.
In 4.6, you access merge fields from the right-hand side of the template editor.
Merge fields are now sorted based on the type of data that they pull from your database.
When you open the Merge Fields list, here’s what you ‘ll see and what it means:
Click the + sign next to a category to expand it and see the merge fields in that category.
Double-click on a merge field to insert it into your template.
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What's New in ADP CRM?
Import OEM/Third-Party Templates from the Template
Editor
You can now set up ADP CRM to alert you when a third-party/OEM template is available to
upload to ADP CRM, and import the template into ADP CRM through the Template Editor.
See Templates: Set Up a Third-Party/OEM Template Alert and Templates: Import a ThirdParty/OEM Template in the Setups section below for step by step instructions on working
with this feature.
Tasks Changes
We’ve added a new view option to the Tasks tab that lets you group tasks based on the customer, on the
task or by the tasks’ due dates. You can use this feature to avoid contacting a customer too frequently and
to consolidate multiple messages into one contact.
What/Who/How
Details
What changed
A Group By option is added to the Tasks tab > View options
dialog. When you pick a group option for a view, it changes the
way that ADP CRM displays tasks on your Task tab when you
apply the view. You can choose from one of three group options:
 Customer. This will sort the task list by customer name and
lists all tasks associated with that customer beneath his or her
name.
 Scheduled date. This sorts the task list based on the date that
a task is due.
 Blank. When no group option is applied, the list is not
grouped. This is the default option.
Note: The Group By option is specific to the Tasks tab and won’t
apply to Task-related widgets on the Dashboard.
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What hasn’t changed
How tasks are scheduled, completed and how they are added to
your task list. In short, everything else having to do with Tasks.
Who’s affected
Anyone who works with tasks.
What you need to do
Nothing
What you may want to do
Add groups to the views used on your Tasks tab.
How to do it
See Tasks: Group Tasks by Customer or Date in Setups
below.
When to do it
Any time after your 4.6 upgrade
What happens if you don’t
do it
Nothing. Your Tasks tab will look just as it did in version
4.5/before the upgrade.
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Here’s what your task list looks like when grouped by customer:
Here’s what the task list looks like when grouped by scheduled date:
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Integration with ADP Lead Intelligence*
ADP CRM 4.6 integrates with ADP Lead Intelligence (ALI), a business intelligence tool that gives you
access to enhanced lead analysis such as a prospect’s likelihood to purchase, the type of vehicle he is
most likely to purchase and lots of other details that can help move a sale. Your dealership can also use
lead scores while building follow-up programs and target marketing marketing campaigns.
*ADP Lead Intelligence os currently in field test. If your dealership would like to participate in the ALI
field test or if you would like more information about how to subscribe to ALI once it’s generally
available, click here or type the following address in your browser:
http://www.surveymonkey.com/s/TN6XRP8
What/Who/How
Details
What changed
With this release, ADP CRM now integrates with ADP’s Lead
Intelligence (ALI) feature. Dealerships with the integration will
notice the following changes:
 Incoming internet leads are scored by ALI, and flagged with a
Gold, Siver, or Bronze star depending on how likely they are
to lead to a sale for your dealership.
 Other leads (showroom, incoming or outgoing call, etc.) can
be manually sent to ALI for scoring, if the user has been given
permission to do so.
 Once scored, the lead’s score appears to any users who have
been given permission to view lead scores.
 Customer information can be updated, based on the
information that Lead Scoring is able to acquire about the
customer
 Dealerships can run campaigns based on customer’s lead
scores
 Dealerships can also run follow-up programs based on lead
scores
Who’s affected
If your dealership contracts for both ADP CRM and ADP Lead
Intelligence (ALI), your sales staff can take advantage of these
features.
What you need to do
Once ADP has installed ADP Lead Intelligence for you, you will
need to:
 Give the “View Lead Scores” permission to any users you
want to be able to see lead scores in Customer Management,
BDC and/or Campaign Management
 Give the “Score a Lead Manually” permission to any users
who should be able to send a lead to ALI for manual scoring.
 Make sure that the preference profiles of your lead scoring
users include the ALI button and ADP Lead Score fields for
log my lead
 Set up iLeads Assignment Rules with Auto-responses based
on lead score, if you want to use this feature.
How to do it
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Instructions for completing the setups are below in Setups. They
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What/Who/How
Details
also appear in the System Administration Online Help.
When to do it
As soon as possible after the new version is installed
What happens if you don’t
do it
 If you do not give users the “View Lead Scores” permission,
they will not be able to see lead scores anywhere in the
application
 If you do not give users the “Score a Lead Manually”
permission, they will not be able to manually send a lead to
ALI for scoring
 If you do not include the ALI field and button in the preference
profile, users will not be able to manually score a lead or see
the lead scoring history for a lead.
 If you do not set up auto-assignment rules based on lead
score, lead assignment will continue to work exactly as it did in
the past.
 If you do not set up auto-responses based on lead score, your
auto-responses will continue to work just as they did before.
How to View and Request Lead Scores
If your dealership is using ADP Lead Intelligence, you’ll see a lead score for all leads that
come to the dealership from the Internet. You’ll also have the ability to manually score leads
from other sources, such as phone and showroom leads.
Once a lead is scored, you’ll see the score in the Leads widget on your Dashboard:
You can also see a lead’s score on the Leads tab in the LS column:
If a lead has not been scored, the Lead Score column will be blank. This might mean that the
lead was entered manually and has not been sent for scoring yet, or that we were unable to
score it.
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What's New in ADP CRM?
You can also see a lead’s score within the lead record itself:
If a lead already has a score, you can click on the score to see more details on the score and
why the lead receieved the score that it did:
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If there is no score, you’ll see this in the lead record
and you can manually request a score. Simply click on the link where it says Not
scored. ADP CRM will send the lead to ALI and return a score. You can view the
score on the Leads tab in the LS column.
To learn more about how ADP Lead Intelligence works and the logic behind lead
scoring, please see your ADP Lead Intelligence documentation and training set.
Campaign and Follow-up Based on Lead Score
You can target market prospects based on their lead score and also build follow-ups
for prospects with a specific lead score.
To set up score-specific follow-ups, use the Internet Lead Score field on the
New/Edit Programs window:
To target market based on lead score, use the Lead Score criteria on the Prospects
tab:
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What's New in ADP CRM?
Setups
This section includes step-by-step instructions on how to set up the new features described in this
document.
E-mail: How to Check and Change Your Template
Subjects
To check the subject lines on file for your templates:
1. Log in to ADP CRM and select Launch >Templates to go open the Templates
window as a desktop tab.
2. Check the text shown in the Subject column for each template.
3. If you need to make a change to the description, do the following:
c. On the Templates window, find and click on the name of the template whose
description you want to change. ADP CRM will open the template.
d. Type the text that you want to show as the email’s subject in the Subject
field.
e. Click Close. When ADP CRM asks if you want to save your changes before
closing, click Yes. ADP CRM will save your changes, close the template,
and display the Templates window.
Programs: Building Programs Tab Views
You can now build, save and apply custom views to the Programs list. To build a
view:
1. On the Programs window, click Options. ADP CRM opens the Programs options
window.
2. First, set your search criteria. This tells ADP CRM what programs you want to
include in the view.
a. My Programs Only. Select Yes if you want the view to show only programs
that you created. Otherwise, select No.
b. Locations. Pick the locations whose programs you want to view. You’ll only
be able to pick the locations where you have permission to work with
programs.
c. Created By. Use this option if you want to include a specific employee’s
programs in the view. You will only be able to pick employees at the
locations included in the view. Note that the My Programs Only option
must be set to No in order to use this option. If you want to see all programs
at a location regardless of who created them, don’t select anything here.
d. Types. Pick the types of programs that you want see in this view, for
example, Owner Follow-Ups. If you want to see all programs regardless of
type, don’t pick anything here.
e. Include. If you want to see only programs that follow-up with individuals,
check Individuals and leave Companies unchecked.
If you want to see only programs that follow-up with companies, check
Companies and leave Individuals unchecked.
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3.
4.
5.
6.
If you want to see only programs that follow-up with both individuals and
companies, check both options.
If you want to see all programs, leave both options unchecked.
Next, indicate how you want the view to be sorted. You can sort by three
different items at the same time. By default, all views are set to sort by program
name in ascending alphabetical order (A to Z). You can sort by any of the
following criteria:
a. Program name. Will sort alphabetically by program name. If set to
Ascending order, will sort A at the top of the list and Z at the bottom.
b. Program type. Groups programs of the same type together and lists them
alphabetically in ascending order, with A at the top and Z at the bottom of
the list.
c. Start date. Lists programs in order based on their start date. If set to sort in
ascending order, the program with the oldest start date will be at the top of
the list and the one with the most recent start date at the bottom.
d. End date. Lists programs in order based on their end date. If set to sort in
ascending order, the program with the most recent end date will be at the top
of the list and the one with the most distant end date at the bottom.
e. Total events. Lists programs in order based on the total number of events
included in the program. If set to sort in ascending order, the program with
the fewest events will be at the top of the list and the one with the most
events at the bottom.
f. Create by. Lists programs alphabetically based on the first letter of the last
name of the employee who created the program. If set to Ascending order,
will sort A at the top of the list and Z at the bottom.
In the View name field, type in whatever you want to call the view.
If you want ADP CRM to always apply this view to the Programs tab when you
log into ADP CRM, check the box next to Make this view your default view?.
Click Save to save your view. To apply the view now, click Search. If you don’t
want to apply the view now, click Close.
Templates: Building Templates Tab Views
You can now build, save and apply custom views to your Templates list. To build a
view:
1. On the Templates window, click Options. ADP CRM opens the Templates
options window.
2. First, set your search criteria. This tells ADP CRM what templates you want to
include in the view.
a. My Templates Only. Click Yes if you want the view to include only
templates created by you. Click No if you want the view to include templates
created by you and by other employees. Note that you may not have
permission to see and work with templates that you didn’t create.
b. Purpose. Use this to limit the view to templates with a specific purpose, for
example, Birthday templates. If you want to see all templates regardless of
purpose, don’t select anything here.
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3.
4.
5.
6.
c. Layout. Use this field to limit the view to templates with a specific layout,
for example, envelope templates or labels. If you want to see all templates
regardless of layout, don’t select anything here.
d. Include. Check Individuals and leave Companies unchecked if you want to
include only templates written for individuals. Check Companies and leave
Individuals unchecked if you want to include only templates written for
companies. Check both Individuals and Companies to include both types of
templates.
e. Type. Check Letter to include templates marked for “Letter” and “Letter &
Email”. Check E-Mail to include templates marked for “E-Mail” and “Letter
and E-Mail.”
Next , set the sort options for the view.
a. Name. Will sort alphabetically by template name. If set to Ascending order,
will sort A at the top of the list and Z at the bottom
b. Purpose. Will sort alphabetically by purpose. If set to Ascending order, will
sort A at the top of the list and Z at the bottom.
c. Subject Line. Will sort alphabetically by the first word in the subject line. If
set to Ascending order, will sort A at the top of the list and Z at the bottom
d. Type. Will sort alphabetically by type selected. If set to Ascending order,
will sort A at the top of the list and Z at the bottom
e. Layout. Will sort alphabetically by first word in the name of the layout. If
set to Ascending order, will sort A at the top of the list and Z at the bottom
f. In Use. If set to Ascending order, will put templates marked No at the top of
the list and Yes at the bottom.
g. Created On. Will sort templates based on the date that they were created. If
set to Ascending order, will place older templates at the top of the list and
newer ones towards the bottom.
h. Created By. Will sort templates based on the name of the employee who
created them in the system. If set to Ascending order, will sort A at the top
of the list and Z at the bottom.
In the View name field, type in whatever you want to call the view.
If you want ADP CRM to always apply this view to the Templates tab when you
log into ADP CRM, check the box next to Make this view your default view?.
Click Save to save your view. To apply the view now, click Search. If you don’t
want to apply the view now, click Close.
Templates: New Merge Fields Added in 4.6
We’ve added the following new merge fields in 4.6 .
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Category
Name
Description
Customer
Suffix
The suffix attached to a
customer’s name.
Employer
The name of the customer’s
employer.
Occupation
The customer’s occupation, as
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recorded in his or her
customer profile.
Preferred Phone
The customer’s preferred
phone number. Pulls the
actual digits of the number
marked as preferred; if the
preferred phone is the home
phone, this prints the home
phone number.
Driver’s License Number
The driver’s license number on
file for the customer.
Gender
Male or female, as recorded in
the customer’s profile.
Language Preference
The customer’s preferred
language.
Contactperson Title
Contactperson First Name
Contactperson Full Name
Contactperson Suffix
For company customers,
details on the name of the
person listed as the company
contact.
Contactperson Address
Contactperson Address 2
Contactperson City
Contactperson State
Contactperson ZIP
Contactperson ZIP4
Contactperson Home Phone
Contactperson Work Phone
Contactperson Extension
Contactperson Fax Number
For company customers,
contact info for the person
listed as the company contact.
Customer
Assignments
Currently Assigned
Salesperson Signature Image
Deal
Customer Down Payment
Lead
Co-buyer Birthdate
Driver Title
Driver First Name
Driver Last Name
Driver Full Name
Location
Dealership BAC Code
Miscellaneous
Personnel Signature Image
Logged In User First Name
Logged In User Last Name
Logged In user Signature
Image
Logged In User Merge Fields
1,2 3 and 4
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Service
Service Advisor on Service
Appointment
Templates: Set Up a Third-Party/OEM Template Alert
You can set up ADP CRM to alert you when a third-party/OEM template is available
for download in either or two places: in the Preference Profile for all employees who
need to see the alert, or from the Alerts tab in the Customize CRM dialog. We
recommend that you set this up in the Preference Profile only for those users ( such
as your Internet Sales Manager) who need to download and work with third-party
templates.
1. On the Main Menu, select Launch > System Administration > Preference
Profiles. ADP CRM will open the Preferences window.
2. Find and click on the name of the profile that you want to update, and then click
Edit to open that profile’s record. ADP CRM opens the profile and shows the
Details window.
3. Click Alerts on the navigation pane to go to the Alerts Setups window.
4. In the Alert me when… column, find A new third-party template is added to
the third-party template library. Do the following:
a. Set the restraint to the appropriate level. Deliver as selected means that alerts
will always be delivered as you set them up here. Deliver as the user selects
allows the user to change the delivery method for this alert via the Customize
CRM dialog. Pick either of these as appropriate. Do not pick Not allowed.
b. Check the box under the delivery method that you want to use for this alert.
Note that you can only choose the Popup method if you are running ADP
CRM withint he Drive portal. Work Email will deliver an alert to the
employee’s ADP CRM Inbox. Mobile E-mail will deliver an alert to the
employee’s smartphone or other mobile device.
5. Click Save to save you changes and then click Back to exit the Alerts Setups
window.
Templates: Import Third-Party/OEM Templates
To import a third-party template into ADP CRM:
1. Select Launch > BDC > Templates > New > Full Template to open the
Template Editor.
2. Give your template a name, subject and template type just as you would for any
other template.
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3. Click the
icon on the formatting toolbar to open the Template Manager
dialog. You’ll see a folder list that contains third-party templates for your
dealership. Here’s what it looks like:
4. Browse to the template that you want to load, and then click Insert. The content
of the third-party template will be loaded into your new template.
5. Make changes to the template if desired. When you are satisfied with the
template, click Save on the Template Editor tool bar to save the template.
Tasks: Group Tasks by Customer or Date
To set up ADP CRM to group tasks by customer or date:
1. On the Tasks tab, open the view that you want to add grouping to or start a new
view. To open an existing view, simply apply the view to the tab, and then click
Options to open the View Options window.
2. Click the arrow next to the Group By field. Click on the option that you want to
group by: Customer or Scheduled Date.
Note that when you apply groups to your view, the Sort Options will apply
within the grouping. Change your sort options as desired for this view.
3. Click Save to save your changes.
ALI Integration: Add Permissions
There are two different permissions available for your users who need to see and
work with lead scores:
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

View Lead Scores. Give this permission to anyone who needs to see lead scores
in any of the following locations:
– Customer Management - Dashboard
– Customer Management - Leads and Internet tabs
– Customer Management - Lead records
– Reports - Lead and Internet Lead-related reports
– BDC – Programs
– Campaign Management - Campaigns
Score a Lead Manually. Give this permission to anyone who needs to:
– Manually send a lead to ALI for a lead score
To assign these permissions to your users:
1. Navigate to Launch > System Administration > Permission Profiles.
2. Select the profile that you want to add the Lead Score permissions to.
3. Click Edit.
4. Select the check box next to one or both of the permissions. You'll find them in
the following locations:
– Customer Management > iLeads > View Lead Score
– Customer Management > iLeads > Score a Lead Manually
5. Click Save.
ALI Integration: Update Preferences Profile
1. Find the Preference Profile that you want to make changes to on the list on the
left side of the Manage Preferences window.
2. Click on the profile to select it from the list, and then click Edit on the tool bar.
3. Click Log My Lead.
4. Select the Lead section.
5. Move the ADP Lead Score to the list of fields that are included.
6. Select the Buttons section.
7. Move the ALI button to the list of buttons that are included.
8. Click Save.
ALI Integration: Set Up Assignment Rules and AutoResponses Based on Lead Score
If you are using ALI, you can:
 Assign leads to different salespeople based on score.
 Send different auto-responses to customers based on their lead score.
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Assign Leads Based on Lead Score
To assign leads based on the score they've received, you’ll need to create one
assignment rule for each lead score. Here’s how to create each one:
1. On the Manage Locations window, select the location you want to set up a new
assignment rule for.
2. Select iLeads Assignment Rules from the drop-down menu at the top of the
window, then click Go.
3. Click Add.
4. Give the Assignment Rule a Name, and select what type of leads it should apply
to (Example: Sales or Parts leads).
5. Select the Email Account that the rule applies to, then choose a Distribution
Method and select the Salesperson to whom you want to assign the leads.
Tip: If you are relatively new to setting up iLeads, we highly recommend selecting a
Distribution Method of Single and having all leads from an account assigned to a
single salesperson. This makes it much easier to track your incoming leads and make
sure that they are being distributed properly.
6. Choose the lead score that you want handled by this assignment rule.
7. If you want CRM to send an auto-response, which is an email telling the prospect
that their inquiry was received and that a salesperson will contact them shortly,
click the Enable Auto-Response check box, then select the Auto-Response
Template CRM should use to create the email.
8. If you want to limit this assignment rule to specific sources or vehicle types,
make your selections in the Criteria section.
Tip: In most cases, we do not recommend limiting your assignment rules by vehicle
type. If you choose to use this feature, you'll need to be careful to make sure you have
rules to cover every request type you might get, so no leads fall through the cracks.
9. If you want to limit this rule to certain business hours, you can do so in the Time
Frame section of the window. Otherwise, click Save and Close.
Tip: Again, we do not recommend limiting assignment rules to a time frame in most
cases. This increases the risk that there will be no assignment rule in effect during some
business hours, if you forget to set up rules covering all of your store's hours.
Set Up Different Auto-Responses by Lead Score
To set up different auto-responses based on lead score, you will need one autoresponse template for each lead score:
1. Create each of the auto-response template versions that you want to use.
2. Open your auto-assignment rule.
3. Select Enable Auto-Response.
4. Select one of the auto-response templates in each of the following fields:
Default, Gold, Silver, and Bronze.
5. Save the auto-assignment rule.
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