The CRM call handling capability extends to the tracking of external documents that are processed directly within iManage Work and assigned a designated 'custom' attribute. To facilitate this, an end user can specify a document 'tracking' property along with the preferred communication method to be employed in each instance. Thus, once a correspondence of that type is detected within the EDM store, a new CRM interaction will be created within Civica Cx Housing, with the source document attached via a URL mapping.
The procedure to define an iManage Work metadata preference for launching new CRM communications is as follows:
- Navigate to Quick Menu > System > Configuration > Integration Management. The Integration Management window is displayed.
- Expand the iManage document store subheading from within the nested EDM System classification structure and select an associated integration service from the alphabetical list (or enter its name into the Search Integrations field). By default the list is filtered to show Current integration services. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations
1.
- Click on Communication Configuration. The Communication Configuration tab is activated.
- Click on New CRM Metadata Value. The Communication Metadata Value window is displayed.
- Enter a Metadata value into the field provided i.e. the reserved categorisation code assigned to external documents at the point of inclusion within the EDM system, and employed for tracking purposes.
- Using the CRM communication method drop-down field, select the specific interaction type that will form the structure of each CRM communication resulting from externally held documents with this tracking code.
- Choose an Effective from date for this metadata preference i.e. the date on which it came into effect 2.
- Choose an Effective to date if the metadata preference is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the document tracking entry will be continually valid.
- Click on Save. The new document tracking entry is displayed in the Metadata Values for CRM Communication Creation summary table.
Note
1 The Search Integrations field will match against any element of the EDM service description.
2 The Effective from date defaults to the current system date and cannot be left blank.
See related topics...
iManage Work EDM integration management overview
To create a new iManage Work EDM integration service
