RelationshipAnalyticsforSugarv1.2.1InstallationandConfiguration

ImportantBefore proceeding with the installation of the TrustSphere Relationship Analytics application

• The application requires,

1. An active TrustSphere service.

2. Client access credentials for the TrustSphere service (service URI and key)

To obtain these items please contact your SugarCRM reseller

or TrustSphere at https://www.trustsphere.com/contact-us/

• NOTE: Versions prior to 1.2.0 connected to TrustSpheres' Messaging Intelligence servicelater versions connect to TrustSpheres' Client service

If upgrading from v1.1.x to v1.2.x or later, new credentials are required for Client Services

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Preface• The Relationship Analytics package provides enhancements to SugarCRM.

• Slides 4 to 16 provide a step-by-step guide to the module installation and operation

• Slides 17 to 38 describe the module components

• Slides 39 onward provide a suggested deployment of the application features.Including how to make use of real-time communication information.

• Additional help is available from support@trustsphere.com

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Installation – Before starting• Pre-requisites

• TrustSphere ClientService credentials provided either by your SugarCRM reseller or TrustSphere.• TrustSphere SugarCRM application, as a packaged zip file• SugarCRM v7.6.x.x onwards (Professional, Corporate, Enterprise or Ultimate edition)• SugarCRM administration credentials

• If using the TrustSphere on-premise service

• TrustVault v2.5.3 or above with a valid SSL certificate installed *

• ClientServices v1.1.0 or above with a valid SSL certificate installed *

• A ClientServices subscription for SugarCRM

• A ClientServices key assigned a subscription to SugarCRM

v SSL certificates should be issued by an approved certificate authority, self-signed certificates are incompatible

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Installation – Before starting• Using the TrustSphere managed service

The credentials provided by TrustSphere are required to configure SugarCRM connector.• ClientServices location: The URI of the service • ClientServices key: The access key• Local domain(s): The domain group name for which TrustSphere can supply activity information.

• You can choose to exclude information from the Local domains(s) listed.

For example, if you wish to remove geographical domains or departments in your organisation. • Domain(s) to exclude: The list of local domain(s) for which TrustSphere information is not supplied

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Installation – Before starting• Using the TrustSphere on-premise service

• Request your ClientServices administrator creates a new access key • Ensure a valid subscription is available to SugarCRM for the required domain group• Assign the key a subscription to SugarCRM

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Installation – Before starting• It is recommended that the SugarCRM guidelines for package installations are followed.

• Check the SugarCRM and PHP debug logs to ensure the system has no existing errors• Ensure there are no pending or incomplete customizations

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Installation – Before starting• Existing TrustView users can launch the application from within SugarCRM

• Users can explore relationships graphically using TrustViewThe credentials provided by TrustSphere are used to configure SugarCRM access to TrustView.

• Trustview URL : Service Identifier used to locate the TrustView service across the Internet

• This is a standard internet Uniform Resource Identifier (URI)

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Installation – Before Upgrading• If upgrading to a new version, before performing the upgrade process,

• Navigate to : Administration -> Connectors -> Set Connector properties -> TrustSphere, and make a note of the values:

• Show subjects• Local domain(s).• Domain(s), address(es), number(s) to exclude.• Period (days) to retrieve.• Time offset (hours).• ClientServices location• ClientServices key• TrustView URL (could be URL or ‘*’)

• Once the upgrade is completed, re-enter the values to configure the TrustSphere connector (see slide 14)

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NOTE: The Service URL, Service Username and Password are not required in v1.2.x onwards.

Installation – Upgrading• The existing application version does not need to be uninstalled. If required, however, it may be.

• Make a note of the existing application connector settings• Navigate to : Administration -> Module Loader• Locate the existing application under installed applications• Click Uninstall• Choose Do Not Remove Tables – this preserves existing information• Navigate to : Administration -> Repair and do a Quick Repair and Rebuild, that will update the

meta-data

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Installation – Step 1: Loading the package• The installation must be carried out by the SugarCRM administrator.

• Log into the SugarCRM instance with administrator credentials.• Navigate to : Administration -> Module Loader• Browse to the folder holding the zipped application package file• Click Upload

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Installation – Step 2: Installing the package• Once the package is uploaded.

• Click Install

• Note the Licence terms , review the readme file for instructions• If you accept the licence terms,• Click Commit

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Installation – Step 3: Post Installation• Installation process

• The installation runs a quick repair and rebuild automatically, which initially shows a blank screen• Following installation scroll to the bottom of the log, where a database update is required

• This table is required by the module to store TrustVault information,

It is specifically intended that this information is held independently of the existing SugarCRM database information.

• Click Execute to automatically perform the database update

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Installation – Step 4: Connection• TrustVault service connection

• Navigate to : Administration -> Connectors -> Set Connector properties -> TrustSphere• Decide if message subjects should be shown

• By default, subject lines of messages are not displayed.• Enter ‘Yes’ in the shown subjects setting to enable subject line display

• Enter the local domain(s) as provided by TrustSphere.• Decide if any addresses or domains should be excluded and enter as a comma separated list in

exclude• Activity information for these individual domains or email addresses will not be retrieved from TrustVault when

added to the exclude list.

• Decide the number of previous days information that should be initially retrieved from TrustVault and enter the number of days in Period to retrieve

• Following configuration the application will retrieve activity information for the defined period and populate the information within Sugar CRM over the course of the next scheduled updates.

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Installation – Step 4: Connection (cont.)• Enter the time offset as provided by TrustSphere.• Enter the ClientServices location (Service URI), as provided by TrustSphere• Enter the ClientServices key (key), as provided by TrustSphere

• TrustView connection (optional)• If an existing TrustView account is available, then the application can be accessed directly from SugarCRM.• Enter the TrustView URI from the information provided by TrustSphere.• NOTE: If not using TrustView then leave the default setting (DO NOT LEAVE BLANK)

• Test the service connection• Use the Test Connector button to check the connection to the TrustSphere service• If the test fails, ensure the values are correct (no trailing spaces) and the tv_queue database table exists

• Run a Quick repair and rebuild to create a missing tv_queue database table

• Once the connection test is successful, save the settings

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Activation – Step 1: Scheduler• Activating scheduled updates from TrustVault

• Navigate to : Administration -> Scheduler -> Update TrustVault information• Note : unless a successful test of the connection has been completed the scheduler will not be shown

• Select Edit• Set the preferred period (default 1 hour) and ensure the scheduler is active• NOTE: On-demand instances will only schedule jobs every 15 minutes

Despite the period being set to a lower value

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Operation – TrustVault synchronization• Historical activity

• Initially the scheduler will populate information that is a number of days in the past, defined by the connector setting ‘period to retrieve.’ The information, which may be relatively large, is split into chunks processed at subsequent scheduled runs. The status dashletwill display ‘Synchronizing information’

• Once all historical information is processed, synchronization runs as normal activity• An initial synchronization can be restarted from the status dashletusing the resynchronize button• Historical Activity is kept for the last 12 months and dashlets can be configured to retrieve information for up to the last

120 days

• Normal activity• The scheduler requests information about communication activity occurring since the last request. This minimizes the

information size and enables near real-time updates of activity• The scheduler period can be adjusted to increase the update rate.

• Stopping / starting the scheduler• The scheduler can be stopped at any time. • When restarted, any activity during the stopped period will be synchronized automatically.

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Components

Components• The package includes custom Dashlets, Subpanels and Fields for the Account, Opportunity,

Contact, Lead and Cases modules.

• Use the Studio editor to add the application Fields to module Layouts and Mobile Layouts• Use the Studio editor to also add Fields to module Subpanels and Search Layouts• Dashlets can be added by editing the dashboard for each module and selecting the TrustSphere

dashlet(s) required

• The following slides give details of the custom components, followed by instructions to create a suggested deployment

• Notes: if upgrading,

• Please check, update and re-deploy the Layouts. This ensures new or updated Fields are available to users.

• If indicated, delete any obsolete dashlets from the previous installed version

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Information – Communication Summaries • Show the summary of latest communication

These fields summarise all the underlying activity and provide information about the latest communication• Add the additional fields to the Record layout of Account, Opportunity, Contact and Lead pages • Add the additional fields to the List layout of Account, Opportunity, Contact and Lead pages • Add the additional fields to the Search layout of Account, Opportunity, Contact and Lead pages • Also add these additional fields to the Contact and Lead subpanels on the Account and Opportunity

pages

To make visible the additional information, the fields need to be added to the appropriate page layouts, using the Studio page layout editor

• Navigate to Administration -> Studio• For Record View, place the fields in appropriate panels and rows• For List View, drag the fields to make them visible as columns

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Fields – Communication Summaries• Available in Studio for Contact, Lead, Account and Opportunity

• Identifies whom has been most recently in communication and when• Updated as communication occurs, providing information to use in reporting and workflows

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ContactedBy:Whomwaslastincommunication

LastContact :Dateandtimelastofcommunication

Lastin:Dateandtimeoflastinboundcommunication

Lastout :Dateandtimeoflastoutboundcommunication

SyncfromTrustvault :EnableorDisableinformationupdatefromTrustVaultforthisindividualContactorLeadrecord(defaultenabled)

Relationshipgraph:Hyperlink toTrustViewapplicationforrelationshipvisualisationandexploration

NOTE: TheinformationisalsoavailableinanycontactorLeadsubpanelthatisaddedtoapage.E.g.Cases,Accounts,Opportunities

Converted fromTrustVault: FlagsetifacontactiscreatedfromTrustVaultsearch(Contactonly)

Information – Relationship Summaries• Show the individual communication summaries

These fields summarise all the underlying activity and provide information about the latest communication with each local person

• The information is shown in the Contact Relationships subpanel on the Contact page and Lead Relationships subpanel on the Lead page

• Add the additional fields to the subpanel layout of Contact Relationships and Lead Relationships

To make visible the additional information, the fields need to be added to the appropriate subpanel layouts, using the Studio page layout editor

• Navigate to Administration -> Studio• Navigate to the Contact or Lead subpanels section• Drag the fields to make them visible as new columns in the subpanels

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Subpanels – Relationship Summaries • Available as subpanels on Contact and Lead pages

• Provides details of the latest communication from each individual to a Contact or Lead• Updated as communication occurs, providing information to use in reporting and workflows

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Name:ContactorLeadname

Useremail:Localpersonwhowaslastincommunication

Email :ContactorLeademailaddresslastincommunication

Lastin:Dateandtimeoflastinboundcommunication

Lastout: Dateandtimeoflastoutbound communication

Received:Grandtotalofinboundmessages

Sent:Grandtotalofoutbound messages

Monthly received:Totalofinboundmessagesbymonth(1to12)

Monthlysent:Totalofoutbound messagesbymonth (1to12)

TrustScore:Metricofrelationshipstrength

Lastcontact:Dateandtimeoflatestcommunication

Information – Relationship Information• Custom module

The custom module (TrustVaultRelationships) holds TrustVault information about each local persons’ relationship(s) with Contacts and Leads.

• The information is visible as the Contact Relationships and Lead Relationships subpanels on the Contact and Lead pages

• It is also used by various TrustSphere chart and list dashlets.

The module will not be visible as a tab. But is visible in Studio to use the additional information within SugarCRM features. Such as custom list views, custom reports and workflows.

• It can be utilised by other SugarCRM customisations to leverage the relationship information provided by TrustSphere. For example, additional REST API’s are exposed by the module.

Please contact support@trustsphere.com for further information.

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Modules – TrustVault Relationships• TrustSphere relationship information for customisations

• Provides raw TrustVault relationship information for each Contact and Lead• Updated as communication occurs, providing information to use in reporting and workflows

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Name:ContactorLeadname

Useremail:Localpersonwhowaslastincommunication

Email :ContactorLeademailaddresslastincommunication

Lastin:Dateandtimeoflastinboundcommunication

Lastout: Dateandtimeoflastoutbound communication

Received:Grandtotalofinboundmessages

Sent:Grandtotalofoutbound messages

Monthly received:Totalofinboundmessagesbymonth(1to12)

Monthlysent:Totalofoutbound messagesbymonth (1to12)

TrustScore:Measureofrelationshipstrength(Low,Medium,High)

Lastcontact:Dateandtimeoflatestcommunication

Type:TrustVaultlistclassification

Media:Messagetransport

Parent:LinkedContactorLead

Created: Firstmessagedate,time

TrustScore value:Valueofrelationshipstrength

Dashlet – Customer Interaction 360• Lists latest interactions with a Contact, Lead, Account, Opportunity or Case

• Details the date and time of the interaction, whom it was between• Subject of the interaction may be shown if configured by the administrator

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Listfurtherinteractions

TimeandDateofinteraction

Senderandrecipient(s)

Subjectline(displayisconfigurable)

• Configuration options– Number of interactions to display (3 to 30)– Auto refresh period (1 to 30 minutes and off)– History to display (last 7 to last 120 days)

Dashlet – Relationship Strengths• Shows established communication relationships with a Contact, Lead, Account, Opportunity or

Case

• Lists the status (high, medium, low) of the strongest relationships from the local company

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• Configuration options– How many of the strongest relationships to display (10 to 50)– Allow scrolling or display all data in window

StrengthisaTrustSpheremetricindicatingwhomhasanestablishedandactivecommunicationrelationship

Itisdynamicallyassessedusingcriteriasuchas:ConsistencyCadenceActivityRecency

Dashlet – Activity Status• When was the last communication with a Contact, Lead, Account, Opportunity or Case

• All communication is summarised into four activity categories

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• Configuration options– Number of most recent relationships to consider (10 to 50)

Colourcodingifactivitywithin:Active:10daysSlowing:20daysInactive:30daysStopped:After90days

Numberoflocalpersonswithacommunicationrelationship

Dashlet – Monthly Volume• The volume of messages with a Contact, Lead, Account, Opportunity or Case

• Shows the total of inbound and outbound communication per month, for the last year

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• Configuration options– Select the round graph buttons to configure the bar graph

Selectgrouped toshowgrandmonthlytotals

SelectInbound oroutbound toshowindividualdirections

Valuesfortheprevioustwelvemonths,withthecurrentmonthshownatright

Dashlet – Missing Contacts• List un-identified relationships with an Account

• Shows connections with the account, not associated with existing contacts• These may be potential new contacts or important relationships with other local persons

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• Configuration options– How many of the strongest relationships to display information (1 to 30)– History to consider (days) when searching for activity (7 to 120)

Numberofpotentialcontacts

Showfurther information

CreatenewContact ListingofpotentialcontactsOrderedby relationshipstrength

FurtherInformation

Relationshipstrength

Dashlet – Communication Review• Summarises the latest communication activity for Account and Opportunity

• Provides at a glance “Aide memoir” of the latest communication status• Shows only messages with the configured account or opportunity contacts

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• Configuration options– How many activities to display information (1 to 30)

Numberofcontactsactiveintheperiod(+indicatesmorethanconfiguredtobelisted)

Communicationactivityshownas:DirectionasÆinboundorÅoutboundContactnameTimesinceactivityWithwhomwasthecommunication

Timeperiod toshowactivitystreaminformation

Dashlet – LinksWithin• Finds existing communication with unknown or recently introduced people

• Whom within the local company already knows an unknown person• Person of interest is selectable from dropdown

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• Configuration options– How many display rows to use (5 to 30)

Refreshsearch ShowgraphShowlistShow/Hidecontrols

Dashlet – Search for LinksWithin• Finds existing communication with unknown or recently introduced people

• Identifies whom within the local company already knows the person• Provides summary and details of previous communication

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• Configuration options– The email address or domain of the unknown person(s)– How many of the active relationships to display information (1 to 30)– History to consider (days) when searching for activity (7 to 120

Numberoflocalpersonsincommunication(+indicatesmorethanconfiguredtobelisted)

Showinformation

CreatenewContact

ListingoflocalpersonsOrderedby relationshipstrength

Dashlet – Activity Status• Summarises the activity status for all Accounts or Opportunities

• All communication is summarised into four activity categories

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• Configuration options– Display accounts or opportunities– Auto refresh period (1 to 30 minutes and off)

Colourcodingifactivitywithin:Active:10daysSlowing:20daysInactive:30daysStopped:After90days

Numberofaccountsoropportunitieswithactivity

SelectAccountsorOpportunitiestodisplay

Dashlet – Activity Status• Summarises the activity status for all Accounts or Opportunities

• All communication is summarised into four activity categories

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• Configuration options– Display accounts or opportunities– How many of the strongest relationships to display (10 to 50)– Allow scrolling or display all data in window

Dayssincelastcommunicationinascendingorder

SelectAccountsorOpportunitiestodisplayConfigurethecharttoshowallinformationortoshowascrollablewindowforgreaterdetail

Dashlet – Application Status• Summarises the state of the application connection to the TrustSphere service

• Identifies any issues with the service configuration or connection

• ‘Synchronization running’ is displayed during initial synchronization and during resynchronization

• Resynchronization can be used if historical information is missing.In normal operation this will not be required, contact TrustSphere if intending to resynchronize.

• NOTE: The dashletauto-refresh setting can be used to automatically update the status

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TimeofthelatestupdateretrievedfromtheTrustSphere service

Statusoftheapplicationconfigurationandscheduledconnection totheTrustSphereservice

InitiatearesynchronizationofallTrustSphereinformation(administratoronly)

Dashlet – Conversion metrics• Shows the source of contact creation

• At the account level, identifies any contacts created using the TrustSphere missing contacts discovery

• Shows the number of contacts created for the previous twelve months

• Current month is show at right.

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SourceofcontactcreationManual– ContactcreatedbymanualdataentryConverted– ContactcreatedfromMissingcontacts

Field – Transition report (Employee detail page)• Create an employee transition report

• Provides a hyperlink to the TrustSphere transition report page• A listing of the employee relationships and associated relationship metrics

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• Configuration options– Configure each user’s access to report by assigning the specific role ‘TrustSphere transition report’

Field – Relationship graph (Account, Opportunity, Contact, Lead)

• Explore relationships within the TrustSphere TrustView graphical tool (if installed)

• Provides a hyperlink to the TrustView application• A graphical view that can be navigated and explored in greater detail

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• Configuration options– The SugarCRM administrator configures the TrustView.URL in the TrustSphere connector options

Suggested DeploymentNote: if upgrading, update and re-deploy the page layouts. This ensures new or updated fields are available to users. Otherwise fields may appear blank.

Suggested Deployment – Home page• Dashlets

• Navigate to the home page• Place the “TrustSphere: Search for LinksWithin” dashlet on the page (if space permits)• If the Sugar Administrator, or if you want to give the user visibility over the TrustSphere/Sugar

synchronization status, place the “TrustSphere: Status” dashlet on the page (if space permits)

• If upgrading from a Relationship Analytics for SugarCRM version prior to v1.2.0, • The “TrustSphere: LinksWithin” dashlethas been replaced with “TrustSphere: Search for LinksWithin” dashlet• Remove the “TrustSphere: LinksWithin” dashlet from dashboards

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Suggested Deployment – Accounts• Dashlets

• Navigate to the Accounts tab page• Place the dashlets Activity Status in the My Dashboard section (if space permits)• Navigate to any Account page• Create a new Relationship Analytics dashboard.

Place the dashlets Customer Interaction 360, Missing Contacts, LinksWithin , Relationship Strengths, Monthly Volume, Activity Status, Communication Review and Conversion Metrics

• Layouts• Navigate to Admin >> Studio, select the Account moduleUse Studio to add fields to the List View layout (Layouts -> List view)

• Move fields Last contact, Contacted by, Last in, Last out, Relationship graph from hidden to default

Use Studio to add fields to the Record Layout (Layouts -> Record view)• Create a New Panel and name appropriately (e.g. Relationship Analytics)• Create New Rows and add fields Last contact, Contacted by, Last in, Last out and Relationship graph

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Suggested Deployment – Accounts• Navigate to Studio, select the Account module

• Use Studio to add fields to the Contact Subpanel (Subpanels -> Contacts)• Move fields Last contact, Contacted by, Last in, Last out and Relationship graph from hidden to default

• Use Studio to add fields to the Leads Subpanel (Subpanels -> Leads)• Move fields Last contact, Contacted by, Last in, Last out and Relationship graph from hidden to default

• This information is also presented graphically in the TrustSphere dashlets, available to be placed in the dashboard section

• Use Studio to makes fields searchable (Accounts -> Layouts->Search)

• Move fields Last contact, Contacted by, Last In and Last out from hidden to default

• The Relationship graph link will not be active unless the TrustView settings are configured in the TrustSphereconnector settings

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Suggested Deployment – Contacts• Dashlets

• Navigate to any Contacts page• Create a new Relationship Analytics dashboard and place the following dashlets. Customer Interaction

360, Relationship Strengths, LinksWithin, Monthly Volume, Activity Status

• Layouts• Navigate to Studio, select the Contact module• Use Studio to add fields to the List View layout (Layouts -> List view)• Move fields Last contact, Contacted by and Relationship graph from hidden to default (make

visible other fields if desired)• Use Studio to add fields to the Record Layout (Layouts -> Record view)• Create a New Panel and name appropriately (e.g. Relationship Analytics)• Create New Rows and add fields Last contact, Contacted by, Last in, Last out and Relationship graph

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Suggested Deployment – Contacts• Contact Relationships

• Navigate to Studio, select the Contact module• The Contact Relationships subpanel is preconfigured and deployed to the Contact record layout• It lists all the local persons who have a communication relationship with the Contact• Fields are added or deleted by navigating to Subpanels -> Contact Relationships

• This information is also presented graphically in the TrustSphere dashlets,available to be placed in the dashboard section

• Use Studio to makes fields searchable (Contacts-> Layouts->Search)• Move fields Last contact, Contacted by, Last In and Last out from hidden to default

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Suggested Deployment – Opportunities• Dashlets

• Navigate to the Opportunities tab page• If upgrading from a Relationship Analytics for SugarCRM version prior to v1.2.0, and if an older version of the

“TrustSphere: LinksWithin” dashlet is displayed on the page, delete it.

• Place the dashlets Activity Status in the My Dashboard section (if space permits)• Navigate to any Opportunity page• Create a new Relationship Analytics dashboard and place the following dashlets, Customer Interaction

360, Relationship Strengths, LinksWithin, Monthly Volume, Activity Status, Communication Review

• Layouts• Navigate to Studio, select the Opportunity module• Use Studio to add fields to the List View layout (Layouts -> List view)• Move fields Last contact and Contacted by from hidden to default (make visible other fields if desired)• Use Studio to add fields to the Record Layout (Layouts -> Record view)• Create a New Panel and name appropriately (e.g. Relationship Analytics)• Create New Rows and add fields Last contact, Contacted by, Last in, Last out and Relationship graph

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Suggested Deployment – Opportunities• Navigate to Studio, select the Opportunity module

• Use Studio to add fields to the Contact Subpanel (Subpanels -> Contacts)• Move fields Last contact, Contacted by and Relationship graph from hidden to default (make

visible other fields if desired)• Use Studio to add fields to the Leads Subpanel (Subpanels -> Leads)• Move fields Last contact, Contacted by and Relationship graph from hidden to default (make

visible other fields if desired)• This information is also presented graphically in the TrustSphere dashlets, available to be placed in the dashboard

section

• Use Studio to makes fields searchable (Opportunities-> Layouts->Search)• Move fields Last contact, Contacted by, Last In and Last out from hidden to default

• The Relationship graph link will not be active unless the TrustView settings are configured in the TrustSphere connector settings

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Suggested Deployment – Leads• Dashlets

• Navigate to a Lead page• Create a new Relationship Analytics dashboard and place the following dashlets. Customer Interaction

360, Relationship Strengths, LinksWithin, Monthly Volume, Activity Status• Layouts

• Navigate to Studio, select the Lead module• Use Studio to add fields to the List View layout (Layouts -> List view)• Move fields Last contact, Contacted by and Relationship graph from hidden to default (make

visible other fields if desired)• Use Studio to add fields to the Record Layout (Layouts -> Record view)• Create a New Panel and name appropriately (e.g. Relationship Analytics)• Create New Rows and add fields Last contact, Contacted by, Last in, Last out

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Suggested Deployment – Leads• Lead Relationships

• Navigate to Studio, select the Lead module• The Lead Relationships subpanel is preconfigured and deployed to the Lead record layout• It lists all the local persons who have a communication relationship with the Lead• Fields are added or deleted by navigating to Subpanels -> Lead Relationships

• This information is also presented graphically in the TrustSphere dashlets, available to be placed in the dashboard section

• Use Studio to makes fields searchable (Leads-> Layouts->Search)• Move fields Last contact, Contacted by, Last In and Last out from hidden to default

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Suggested Deployment – Home page (part 2)• Navigate to the home page

• Update dashlets• Navigate to my contacts , my accounts or my opportunities list dashlets• Add the columns Last Contacted and Contacted By• Set the auto refresh period to 1 minute• Click on the Last Contacted column to sort by latest date• The list dashlets are now tickers of latest communication which will show when any contact is made.

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Suggested Deployment – Cases• Dashlets

• Navigate to a Case page• Create a new Relationship Analytics dashboard and place the following dashlets. Customer Interaction

360, LinksWithin, Monthly Volume, Relationship Strengths, Monthy Volume, Activity Status

• Navigate to Studio, select the Cases module• Use Studio to add fields to the Contact Subpanel (Subpanels -> Contacts)• Move fields Last contact, Contacted by and Relationship graph from hidden to default (make

visible other fields if desired)• This information is also presented graphically in the TrustSphere dashlets, available to be placed in the dashboard

section

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Suggested Deployment – Dashboards• Utilizing the real time information

The communication information can be synchronized from TrustVault on a minute by minute basis, updates are made to Contacts, Leads, Accounts and Opportunities.

• These real time updates can be viewed in dashboard items, workflows or reports.

For example, create an account communication ticker• Navigate to my dashboard -> Edit -> add a row -> add a Dashlet -> List View• Select the Accounts module• Select columns Name, Last contact and Contacted By, set Auto Refresh to 1 minute• You now have a list that updates every minute with the latest communication to any account.

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Suggested Deployment – Transition Report• The application can create a report used, for example, if a colleague transitions account

responsibilities to another colleague. The additional information provided by the application may be used to identify and prioritize the currently active and /or most important contacts

• Navigate to admin >> role management• Create a new role named ‘TrustSphere transition report’ (case sensitive)• Assign the role to users, who are permitted to access the transition report for employees

• Navigate to admin >> Studio > Employees > Layouts > DetailView• Add the Transition report field to the layout for the detail page

• Note: the transition report will not be created if the requires a valid employee email address

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Suggested Deployment – Mobile• Leverage information on the move

• Use the Studio Editor to update the Mobile Layouts with the application fields

• Navigate to Studio• Repeat the following steps for the Account, Contact,

Opportunity and Lead modules• Select the module• Select the Mobile Layouts• Edit the Mobile DetailView and the Mobile ListView• Move fields Last contact, Contacted by, Last in, Last out from

hidden to the default views• Save & Deploy

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