General Navigation/Reporting TrainingMagda Capurso

October 2017Fordham Connect based on SugarCRM version 7.9

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Included in this training document

1. Introduction2. Accessing Fordham Connect via the University portal

a. First time login and your profile3. Navigating and Customizing Fordham Connect

a. Your Dashboard and Activity Streamb. Modules and header rowc. Global Searchd. Team Securitye. Searching within a module

4. 360 view of a constituenta. Iconsb. Indicatorsc. Banner holdsd. Data available within the 360 degree view

i. Main viewii. Student tab views – Student Success Collaborative (SSC)

iii. Student tab views - DegreeWorkse. Comments

5. Areas and Actions 6. Creating Interactions and Service Requests7. Overview of Reporting Tool

a. Viewing existing reportsb. Creating new reports

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Introduction

Fordham Connect is the University’s Constituent Relationship Management (CRM) application. It consolidates constituent information to provide a comprehensive view of a University constituent, whether a student, employee, alumni or friend of Fordham. It provides value as it:

Integrates and presents information from multiple University systems in a seamless fashion

Enables staff to track constituent data and communications and organizes work for enhanced relationship management and student experience.

Fordham Connect is the University’s brand, It is built upon the SugarCRM application version 7.9.

The purpose of this document is to train as it reviews the key features of Fordham Connect.

Accessing Fordham Connect via the University portal (my.fordham.edu)

Fordham Connect is accessible via a link from the Fordham University Portal or my.fordham.edu. To login to Fordham Connect, go to the Fordham Portal at my.fordham.edu and click on the Fordham Connect link found within either the Employee or Advisor tabs.

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Update your profile

As a first step, you may update your profile. Click upon the Profile module drop down arrow, and then click on the Profile link.

Click “Edit” to update the fields highlighted below and save your changes.

Exercise: Edit the Default Academic Year and Default Term for your User Profile.

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Customizing your Dashboard and Activity Stream

Your dashboard and activity streams are available on the Fordham Connect home page. Access your home page anytime by selecting the “Sugar” cube image located on the top left of the application. Dashboards are customizable pages similar to my.fordham.edu tabs. You can create and edit dashboards by adding available dashlets (channels).

You can view your available dashboards by selecting the triangle on the right hand of the cube. Two default dashboards are set for each user (My Dashboard and Help Dashboard). You can choose to rename and modify these dashboards by selecting the edit action located on the top right side of the dashlet.

Dashlets to consider bringing in to your layout: Active tasks – will display all open tasks assigned to you Design your own dashlet using the list dashlet template– select a module and the data

you will like to see from that module Report chart – develop a report and display data from the report in a dashlet Webpage – display a website that you visit often within a dashlet

Exercise: Bring in the Active Task Dashlet into your Dashboard

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Modules and Header row

The top row is static across all Fordham Connect pages as the navigation bar. It provides access to the Dashboards, Modules, Global search, user options and quick create menu.

Modules

Selecting a module (any of the words listed in the navigation bar, like “People”, “FAQ”) will render options enabled for that specific module (create, view and import). The overflow dropdown arrow, which is positioned to the right of the last module in the navigation bar, will allow you access to additional modules. Selecting a module from the dropdown list will move the selected module up to the top of the page. Note that you will only see the modules that you have access to given the Fordham Connect organizational “role” that you have been provided. This is part of Fordham Connect’s Role Based security. Hence, you may not see all of the modules listed in this snap shot.

Global Search box

The global search box allows you to search for a person by Name, Fordham ID or Email Address. You may also search for the name of an FAQ. Select the triangle icon next to the search box to narrow down your search results.

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Quick Create

The quick create option allows you to create an Interactions, a Note, an Attachment, or compose an Email from any page.

Team Security

Teams are used in Fordham Connect to allow administrative staff the ability to apply added security on individual records. An individual can belong to one or more teams. Teams have to be created by a system administrator before they can be applied to a record.

Types of teams: Private teams – Fordham Connect assigns a private team for each user by default when

the user is granted an account to access the system. Records that are tagged with a private team are restricted to the individual staff member, the Supervisor identified in their User Profile page as well as any System Administrators)

Privacy Team – Privacy team is a tag associated with all records marked as confidential in Banner. Additional approval is required in order to view confidential records.

Group teams – requested by CRM leads to denote records that should only be viewed by a particular group. These group teams are meant to restrict data to specific organizations and they should only be assigned when the information is sensitive and should be limited to a specific group.

Exercise:1. Look up a constituent using the Global Search Box

a. by nameb. by Fordham IDc. by email address

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Searching within a module (narrowing down your search results)

Within each module you have the ability to narrow down your search results. You can search directly in the search box against a specific field (in the example below First and Last Name).

You also have the ability to create your own filters. Creating a filter will narrow down your search results. Once you create a filter, you may elect to save it for future use or leave as a one-time filter.

To create a filter, select the triangle on the right hand side of the module next to ‘Filter’. You will see a few options available in addition to the option to create your own filter.

A pop up will appear with a dropdown list of available searchable fields. Select the desired field.

As soon as you enter a field another field box will populate where you can enter the available conditions. If you want to use the filter as a ‘one time filter’ simply enter the value that should

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be used in the search. You can also elect to use a combination of filters to narrow down your results further.

To save the ‘filter’, do not enter a value. Enter a new filter name and select the Save button.

The newly created filter will then appear as a saved filter for future use. Note that saved filters are shared across all users of the application.

Exercise:

1. Search for a student constituent using the Person module2. Identify key fields to further refine your search (College, Residence Hall)3. Create your own filter4. Tag a few records as favorites5. Use the search feature to view your favorites

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360 View of a Constituent

The ‘People’ module is the primary module in Fordham Connect. This is the module that displays the core constituent data.

Icons and Indicators

The top section of the 360 view will display applicable icons. Possible icons include any holds, applicant indicator, international indicator or parent-child relationship indicator.

Towards the right of the person’s photograph, you will find indicators denoting the constituent’s current affiliation with the University. The indicators are based on the individuals Banner roles as follows:

Green Student – denotes a student enrolled for the current term Red Student – denotes an active student that is not currently enrolled for the term Green Alumni – denotes an alumni awarded a degree Red Alumni – denotes a previous student who is not active and was never awarded a degree Orange OT– denotes anyone who does not fall in the grouping of Student, Alumni or

Employee (includes active guests/friends, parents) Green Employee – denotes a current employee Red Employee – denotes a termed employee

A constituent can have one or more indicators depending on their relationship with the University.

Banner Holds

If a constituent has one or more Banner holds, an informational message will appear in red with next to an “i” icon. If you click on the “Hold(s)” link, you may view the one or many Banner hold details.

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Main View

Towards the center of the 360 view, you will find additional information regarding the constituent. The information is grouped and displayed by tabs, namely General Person, Student, Alumni, and Employee. Selecting a specific tab displays additional related information.

Student Tab Links – Student Success Collaborative (SSC)

Towards the center of the Student Tab view, you will see Student Success Collaborative (SSC) link. To view SSC data for a student you must have signed onto Fordham Connect from the Fordham Portal (my.fordham.edu) and have clicked upon the Fordham Connect login from the

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Fordham Portal Advisor tab. This “Advisor” access provides you with credentials to view SSC data.

Student Tab Links – Degree Works

From the Fordham Connect Student Tab, you may click on the DegreeWorks (DW) link to see the student’s DW view.

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Subpanels

When scrolling down from the 360 degree view, you will find subpanels. Subpanels are related modules within Fordham Connect. For example, below are subpanels for Emails. When you click on the module name (Emails), Fordham Connect email records that have been related to the person will be listed for your view and tracking purposes.

You may leverage the subpanel search feature to search for data within a specific module. Only subpanels with a shaded icon will have data to display. The number to the right of the subpanel name identifies the number of records.

Exercise:1. Search for a student2. Find data related to that student in the subpanel display (use the subpanel search box to

enter a keyword)3. Limit your subpanels by selecting one subpanel (Under Related select the subpanel that

you want to display (example Comments)

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Comments

Comments within Fordham Connect take on multiple forms. Within the 360 view you have the ability to enter free form text to note the record. Others can add/respond to these comments directly in this view. This is helpful when a quick notation is required and no additional data has to be tracked with the note. Banner Student comments from SPACMNT are copied over to Fordham Connect on a frequent basis. Comments from Banner become Fordham Connect Comments or Interactions. The determination as to how the comment is treated in Fordham Connect is based on mapping rules developed with the Enrollment Group.

Note that Comments can also be added on the Fordham Connect by hitting the “+” to the right of the Comments subpanel header. When a Comment is entered directly into Fordham Connect, it is also copied back to Banner SPACMNT as well to ensure that both systems are synchronized.

Exercise:1. Enter a person’s name in the global sear box to get to the 360 degree view and

scroll down to the Comments subpanel2. Create a new comment for the person.

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Areas and Actions

On the top right hand side of the 360 view, you can add a dashlet to view Areas and respective Actions. These “Actions” provide you with additional views of organized information about the person from other systems like Banner.

To add this dashlet, click on the Create button.

Type “Actions” in the Dashboard Title as shown below.

Then, click on “Add a Row”and then click on the “+” sign below “Add a Sugar Dashlet”. You will see the following selections. Click on “Actions” from this list.

Once selected, click upon the “Save” buttons. The Areas and Actions will appear as follows:

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Once the Areas are visible as above, you may click on an area to see the Actions for that respective Area. For example, click on Academic Records to see additional Actions like “View Transcript”. And, click on “View Transcript” to view the transcript from Banner for the person you are viewing on the 360 degree view.

Exercise:1. Add the Action Dashlet to your side view2. Select Edit on the top right side of the My Dashboard view when viewing the 360 degree

record of a student3. Select Add Dashlet4. Find the Action Dashlet5. Save the record6. Click on the Academic Records area and View Transcript to see a person’s transcript

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Role Based Security

Views are restricted as part of Fordham Connect’s Role Based security. Hence, your view of Areas and Actions will be restricted given the “role” that you were assigned when you were given a Fordham Connect user account. Sample roles include Deans, Academic Records, Enrollment Services, Provost, etc. Each user is assigned a role that correlates to their organization department and dictates what Actions they can access.

Moreover, as noted in the Modules section above, this same “role” dictates the modules visible in the navigation bar as well as the subpanels that you will be able to view and access.

Creating Interactions and Service Requests

Interactions are helpful to track actual events. Not only can you use them to track an event that has taken place and requires no further action you can also use them to track and assign request to others staff members in Fordham Connect. For example, you receive a call from a student asking for a copy of his transcript. You can track the call and assign the actual action to mail the transcript to another staff member. The staff member will then see this event in their planned activity dashlet referenced earlier in this documentation. When the work is completed they can mark the activity as completed. This interaction will becomes part of the history of the student. Although this feature is available and we encourage its use, the business process for work assignment should be discussed and agreed upon within your team.

To create an interaction you can select the plus icons located in the Planned Activities and History dashlets within the 360 view. You also have the option to create the interaction request by selecting the Quick Create options on the top right hand of every page.

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Service Requests

Service request are helpful when you want to create a request and assign it to a staff member however the request was not initiated by a specific incident or ‘interaction’ with an individual. It is similar to a new interaction record. The use of Service Requests to assign work is a business decision that should be discussed with your administrative team.

Create a service request by selecting the ‘Create Service Request’ option under the Service Request module.

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Interactions, Service requests Tracking

The 360 view will also provide you with an inside look on interactions and other forms of communication with the specific constituent. These events appear on the right hand side of the 360 view if you have installed dashlets for Planned Activities or History.

Planned Activities:Planned activities will display Interactions/Service Requests that have been planned. You have the option to view planned activities for yourself or for your team. Planned activities are activities where the status is not ‘completed’. Selecting the record name will display the details. If the event is past due, you can click on the check mark to mark it as complete.

History:Completed interactions/service requests will appear in your History dashlet immediately below. You can filter the history by Last Year, Last 30 days or Last 7 days. The history dashlet also provides access to email communication between the constituent and the University. Simply click on the appropriate tab.

Exercise:1. Access a new student record2. Create an interaction to track a call with the student3. Assign work to a resource _ you can select name Magda Capurso4. Create a new Service Request5. Assign the request to one of your colleagues

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Overview of Reporting Tool

The reporting tool within Fordham Connect will allow you to report on data that is stored in Fordham Connect only. Data called in real time directly from an external system does not reside in Fordham Connect.

Reports created within Fordham Connect can be shared, scheduled and exported. The actions available will depend on the type of report created.

To view existing reports select the Report Module and click on View Reports. Use wild card symbol % in the search field to search for a report when you do not know the exact name of the report. If you find a report that you want to use select the report by clicking on the name.

The reporting tool allows you to create four different types of reports.

Rows and Columns Report - The report results will display the data in a simple row and columns format displaying values for the selected display column fields for all records meeting the specified criteria.

Summation Report - The Summation Report provides computed data based on the selected fields for records meeting the specified criteria. 

Summation Report with Details - The Summation Report with Details is a combination of the Summation Report and Rows and Columns Report as you can group the data, get the total count of records, and choose display columns 

Matrix Report - The report results are displayed in a grid table with row and column headers. 

Options available will vary based on the report format selected. Row and Column reports can be exported as a csv file. Other formats may be printed as a PDF document.

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To “Create” a report, find the Reports module in the navigation bar, and click on the Reports drop down. Then click on “Create Report”

You will be provided with the Reports Wizard. Click an icon to select a Report Type (e.g., Rows and Columns Report). You will then see a list of modules. Each module represents a table of data. Choose the module that you would like to report from. For example, most of the time, you may be reporting data from the People module to list various data for a group of students.

Once you click on a reporting module, you will have the option to define your report filters

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On the Define Filters page, enter the fields that you would like to include as filters. You may choose fields by entering them into the ‘Search for Field’ box.

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For example, you may search for and click on filter fields to include ‘Student Status’ and ‘Role’ to filter out active students as follows:

Thereafter, click “Next” to see the Choose Display Columns page of your report. Once again, you may enter in the Available Fields search box to identify the fields that you would like to see in your report. In this example, I have entered and selected fields to include Fordham ID, First Name, Last Name, College, Admit Term, Expected Grad Term, and Matric Term.

Click next to see the final Report Details page. Enter the Report Name as follows and click “Save and Run”.

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When the report is generated, the columns you requested are listed at the bottom. At the far right, you will see the total number of records in the report as well.

After a report is created, you may click upon the “Run Report” drop down arrow to see additional options. For example, you have the option to copy the report and make edits to create

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a new version. Make a copy of the report if you want to change the report criteria. You can save the report in one of the four available report options (As original type, or one of three other options discussed below).

You may also Export the records into a spreadsheet as follows.

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Once you click Export, Fordham Connect will generate a .csv file and allow you to download it as follows. This may take a few moments.

For complete access to our reporting documentation, visit the Quick Reference Site located on the portal. Log in to My.Fordham.edu/Employee Tab/Technology Training Channel.

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The quick reference site will provide access to videos and labs covering the Reporting Tool in greater depth. You will also find additional documentation on this site under Fordham Connect. Note that some of the documentation and videos were developed under prior Fordham Connect versions. However, although the look and feel is different, most of the functionality covered in the documentation on this site still applies.

If you would like further information on Fordham Connect’s underlying SugarCRM version 7.9 application and features, feel free to refer to the application guide at SugarCRM.

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