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Databases

Go to Manage → CRM → Databases to set up different databases to store your Contact and Account information. Using databases, you can use multiple Contact and Account forms depending on the type of information your agents need to enter during their activities.


Create a New Database/Edit a Database

Create a New Database/Edit a Database

To create a new Database from scratch, click Add new.

To use an existing Database as a template for your new one, click Clone in the Actions column.

To edit an existing Database, click its title.

The Database details will open.

Field

Description

Title

Enter name of the database.

Description

Enter description

Available for Cloud Phone users

Enable the use of the database for Cloud Phone users.

Autofocused contacts tab

Select which tab will be autofocused when you open a contact.

Autofocused accounts tab

Select which tab will be autofocused when you open an account.

Default

Your default database is pre-selected when you create a new CRM Contact or Account. If you don’t want a database to be pre-selected, uncheck the default database.
Note: When you select a default database, it will replace any previous default database you have selected.

Click Save.

Next, set up your Contact and Account forms, the Database's relations and the Rights that can work it.


Contacts Database form Settings

Contacts Database Form Settings

Go to Manage → CRM → Databases and click Contact form to define your custom contact form. If you do not set up a custom form, you will only be able to use the CRM Contacts module with these basic fields: Title, First and Last name, Account, User who created the contact and Description. We recommend for you to set up the fields that you need in your day-to-day work.

Up to version 6.20, you can set up the Contact form in Manage → CRM → Contacts.


Set up Your Form Field Layout

Set up Your Form Field Layout

  1. Drag a Container from the Choose sections list and drop it into the form field. Enter a title.
    Click the Settings button to set up default expand settings, a rich text description and dynamic visibility.

  2. Drag fields from the Choose fields list and drop them into your container. Click the Split button to set up multiple columns and adjust their width using the plus and minus signs.
    Click the Settings button to set up a tooltip for agents (will appear in front of the field name), set dynamic visibility and set further options (Show in list, Show in activity, Hidden to agents, Read only, Show in call, Required field – hover over the tooltip in Daktela to view a description of each setting).

  3. Repeat the process to set up all desired fields.

  4. Save your form.


Create a New Field/Update Field

Create a New Field/Update Field

  1. To update a field, click Update next to the field you want to edit, either in the Choose fields list or in your form.

  2. To create a new field:

    1. click Add new in the Choose fields list to create a field from scratch, or

    2. click Clone next to the field you want to use as the template.

  3. Enter a Title and select the field Type – see the overview below. Choose if you want to allow multiple entries and if you want to validate the entry using a regular expression. Unique name will be filled in automatically after you save the field. If you like, enter a description.

Field type overview

The cutsom fields are shared with Tickets, CRM contacts, accounts and records. If you make a change in one, it will be overwritten in the others.

Field type

Agent use description

Extra settings

Text

Enter any text.

Textarea

Enter any text – larger field.

Maximum number of characters for textarea is 17M characters.

You can set up how many rows of text the text area will be.

Selectbox

Select a value from a drop down list. If multiple values allowed, they will be in separate fields.

Maximum number of characters for selectbox is 128 characters.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

MultiSelectbox

Select value(s) from a drop down list. All selected values will be in same field.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

Checkbox

Select value(s) by checking boxes.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

Radio

Select a single value by checking a radio button.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

Datetime

Select or enter a date and a time.

Date

Select or enter a date.

Time

Select or enter a time.

Phone

Enter a phone number. This field will only accept numbers.

We recommend for you to set up regular expression the Format field to validate that the number is in the correct format.


Email

Enter an email address. Only emails in the correct format will be saved.


Address

Enter an address. Click the Address formatting button (house) to search for the address and insert correct formatting. Click the Revert formatting button to go back to your original entry.


Url

Enter a URL. Click the Globe button to open the URL in a new browser tab.



Notes

Notes

Suggested Contacts in Open Activities

During an open activity, if the contact information is associated with more than one contact, a list of available contacts will appear at the bottom of the Contacts widget which allows you to click the Link button to switch to the selected contact.

By default, a maximum of 4 extra contacts are suggested on top of the one that is loaded.

If you would like to increase or decrease the number of suggested contacts, please call our Support Team on +420 226 211 245 or email us at daktela@daktela.com.





Accounts Database Form Settings

Accounts Database Form Settings

Go to Manage → CRM → Databases and click Account form to define your custom account form. If you do not set up a custom form, you will only be able to use the CRM Accounts module with these basic fields: Title, SLA, User who created the account and Description. We recommend for you to set up the fields that you need in your day-to-day work.

Up to version 6.20, you can set up the Account form in Manage → CRM → Accounts.


Set up Your Form Field Layout

Set up Your Form Field Layout

  1. Drag a Container from the Choose sections list and drop it into the form field. Enter a title.
    Click the Settings button to set up default expand settings, a rich text description and dynamic visibility.

  2. Drag fields from the Choose fields list and drop them into your container. Click the Split button to set up multiple columns and adjust their width using the plus and minus signs .
    Click the Settings button to set up a tooltip for agents (will appear in front of the field name), set dynamic visibility and set further options (Show in list, Show in activity, Hidden to agents, Read only, Required field, Rows of Text – hover over the tooltip in Daktela to view a description of each setting).

  3. Repeat the process to set up all desired fields.


Create a New field/Update Field

Create a New field/Update Field

  1. To update a field, click the Update button next to the field you want to edit, either in the Choose fields list or in your form.

  2. To create a new field:

    1. click Add new in the Choose fields list to create a field from scratch, or

    2. click the Duplicate button next to the field you want to use as the template.

  3. Enter a Title and select the field Type – see the overview below. Choose if you want to allow multiple entries and if you want to validate the entry using a regular expression. Unique name will be filled in automatically after you save the field. If you like, enter a description.

Field type overview

The cutsom fields are shared with Tickets, CRM contacts, accounts and records. If you make a change in one, it will be overwritten in the others.

Field type

Agent use description

Extra settings

Text

Enter any text.

Textarea

Enter any text – larger field.

Maximum number of characters for textarea is 17M characters.

You can set up how many rows of text the text area will be.

Selectbox

Select a value from a drop down list. If multiple values allowed, they will be in separate fields.

Maximum number of characters for selectbox is 128 characters.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

MultiSelectbox

Select value(s) from a drop down list. All selected values will be in same field.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

Checkbox

Select value(s) by checking boxes.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

Radio

Select a single value by checking a radio button.

Values need to be set up during field creation.

Use the up and down arrows to move items or click the Sort button to sort your items by alphabetical order.

If you remove or change an item, you will lose access to the value stored in the field in the CRM module.

Datetime

Select or enter a date and a time.

Date

Select or enter a date.

Time

Select or enter a time.

Phone

Enter a phone number. This field will only accept numbers.

We recommend for you to set up a regular expression in the Format field to validate that the entered number is in the correct format.

Email

Enter an email address. Only emails in the correct format will be saved.


Address

Enter an address. Click the Address formatting button (house) to search for the address and insert correct formatting. Click the Revert formatting button to go back to your original entry.


Url

Enter a URL. Click the Globe button to open the URL in a new browser tab.







Set Up Relations

Set Up Relations

Queues

Click Queues in the Relations column to select which queues will be able to use the Database.

Categories

Click Categories in the Relations column to select which ticket categories will be able to use the Database.


Select Rights

Select Rights

To set up which agents can work with your databases, go to Manage → Users → Rights, open the desired Rights, go to the CRM Databases tab and check the databases they should work with.


Migration From Daktela Versions Without CRM Databases

Migration From Daktela Versions Without CRM Databases

Versions lower than 6.21.0 don't have CRM Databases. When you upgrade from them to v6.21 or above, the Default database is automatically created during the upgrade process:

  • All your existing Contacts and Accounts will be in this database.

  • All existing queues and categories in the database's relations will be checked.

  • All existing Rights will be able to use the database.

  • Any CRM synchronisation integrations you have active automatically synchronise to this database.

Unless you decide to separate your CRM into several databases, nothing changes for you.








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