Customer lifecycle management (CLM)

All entities support Record types, which is a functionality that enables the system to store different types of data related to each entity, and to provide different functionality.

Note

Before you read this chapter we recommend that you have read the chapter about CLM in the end user documentation.

Contacts

Main menu for all contacts. Can be added to the main menu. Possible to add listviews.

The idea of the contacts is that you can have both internal and external contacts. All users in Deem Insight must be created as a contact before the user can be created.

Field	Description
Name	Name of the contact. Mandatory.
Phone	Phone number to the contact. Optional.
E-Mail	Email address of the contact. Mandatory.
Title	Title of the contact. Optional.
Reports to	Name of the person the contact reports to. Must be a contact in Deem Insight. Optional.
Business Area	Business area the contact belongs to. Must exist in Deem Insight. Optional.
Main account	Main account the contact belongs to. Must exist in Deem Insight and is recommended to set up. Optional.
External id	External id of the contact. Optional.
Status	Status of the contact (active/inactive). Mandatory.
Type	Type of the contact. Can be set in Admin-Record Types. Mandatory.
Country	Country of the contact. Can be set in Admin-Countries. Optional.
Language	Language of the contact. Can be set in Admin-Languages. Optional.
Contact related to Account	List of accounts the contact is related to. Optional.
Contact related to Project	List of projects the contact is related to. Optional.

Tasks tab: List of the tasks the contact is set as owner of.

Projects tab: List of the projects the contact is set as owner of.

Assets tab: List of the assets the contact is set as owner of.

Timeline tab: Timeline related to the contact.

Reports to tab: List of the contacts which reports to the actual contact.

Activities

Main menu for all activities (admin). Can be added to the main menu. Possible to add listviews.

The following parameters are mandatory for the activities:

Field	Description
Type	Types are custom, and can be set up in record types (there are some standards which can be used). You can also set default status for activity types. For example the activity type call has default status closed.
Account	All registered accounts are available in the drop down list.
Assignee	You can choose assignee in the dropdown list. All contacts that are either agents or has main account as the chosen account, are in the drop down list. If left blank the creator will be set as the assignee.
Name	There is no need for a unique name for each activity.
Key	The key is automatically generated based on the selected account.
Reporter	You can choose reporter in the dropdown list. All contacts that are either agents or has main account as the chosen account, are in the drop down list.
Priority	Priorites are custom, and can be set up in priorities (there are some standards which can be used). Default priority can be ticked off in priorities. If no default priority is set, the order in the priority column will be used.
Created time	Automatically generated when the activity is created.
Status	Statuses are custom, and can be set up in statuses (there are some standards which can be used). The available statuses varies depending on where you are in the workflow. The link between statuses and workflow are set in workflow in the admin menu.

The following parameters are optional for the activities:

Field	Description
Project	The project must already exist on the account, and available projects will be found in the dropdown list. Once a project has been added to an activity, it can not be removed or edited.
Notes	Free text field.
Due date	Due date can be set in the drop down calender. If a date is not selected, either left open or the current date will be filled out e.g. if the activity is set to be automatically closed.
Asset	The asset must already exist on the account, and available assets will be found in the dropdown list.
Closing reason	Closing reasons are custom, and can be set up in resolutions (there are some standards which can be used).
Closing description	Free text field.

We recommend to use list views to structure the different activities if activities is set up in the menu.

Example:

Note

It is possible to auto create activities based on a set of rules. Please contact your consultant for more information and support.

Workflow: Workflow types for tasks. Standard values are set for each task.

Timeline: Overview of all timelines for tasks.

Attachments: Overview of attachments used in issues, activities etc.

Issues

Main menu for all issues. Can be added to the main menu. Possible to add listviews.

Deem Insight is very flexible regarding the setup for both activities and issues. But the idea behind having both types of tasks is to diversify the use, where activities are for simpler tasks (e.g. follow up customers), and issues can be more complex. Usually type, workflow and statuses are completely different for these two types of tasks.

There is also a possibility to create a sub issue, which will be linked to the main issue. The sub issue is an ordinary issue, and is handled as an ordinary issue, but there is an existing link between the two issues.

The following parameters are mandatory for the issues:

Field	Description
Project	The project must already exist, and available projects will be found in the dropdown list. The project is always attached to an account. Once a project has been added to an issue, it can not be removed or edited.
Type	Types are custom, and can be set up in record types (there are some standards which can be used). You can also set default status for issue types.
Account	The account is automatically set based on the project selected.
Assignee	You can choose assignee in the dropdown list. All contacts that are either agents or has main account as the account linked to the project, are in the drop down list. If left blank the creator will be set as the assignee.
Name	There is no need for a unique name for each issue.
Key	The key is automatically generated based on the selected account.
Reporter	You can choose reporter in the dropdown list. All contacts that are either agents or has main account as the account linked to the project, are in the drop down list.
Priority	Priorities are custom, and can be set up in priorities (there are some standards which can be used). Default priority can be ticked off in priorities. If no default priority is set, the order in the priority column will be used.
Created time	Automatically generated when the issue is created.
Status	Statuses are custom, and can be set up in statuses (there are some standards which can be used). The available statuses varies depending on where you are in the workflow. The link between statuses and workflow are set in workflow in the admin menu.

The following parameters are optional for the issues:

Field	Description
Notes	Free text field.
Due date	Due date can be set in the drop-down calendar. If a date is not selected, either left open or the current date will be filled out e.g. if the issue is set to be automatically closed.
Milestone	Milestones are custom, and can be set up in milestones.
Process	Processes are custom, and can be set up in processes.
Reference	Free text field.
Resolution	Resolution types are custom, and can be set up in resolutions (there are some standards which can be used).
Resolution description	Free text field.

Note

It is possible to auto create issues based on a set of rules. Please contact your consultant for more information and support.

Milestones

Overview of all milestones used in projects and issues. Can be managed either from the project page or from milestones in the admin menu. A milestone must be related to a project (which again is related to a customer). You can have different types of milestones. These are set up in record types in the admin menu.

Parameters for milestones:

Field	Description
Key	The key is mandatory, must be unique and can be chosen by the user.
Name	The name is mandatory and can be chosen by the user.
Project	Project is mandatory. You chose the project in the dropdown list.
Type	Milestone types are set up in record types in the admin menu.
Due date	Due date can be set in the drop down calendar. Optional.
Owner	The responsible for the milestone.
Created time	Automatically generated when the milestone is created.
Time finished	The date when the milestone has reached the progress point.
External id	Optional. Can be used as a second key for the milestone.
Status	Statuses are custom, and can be set up in statuses.
Notes	Free text field.

Opportunities

Main menu for all opportunities. Can be added to the main menu. Possible to add listviews.

The functionality for opportunities are similar to activities and issues. One of the differences are that you here are able to connect activities to the opportunity. You can also set an expected amount and probability for achieving the opportunity.

The following parameters are mandatory for the opportunities:

Field	Description
Opportunity description	There is no need for a unique name for each issue.
Type	Types are custom, and can be set up in record types (there are some standards which can be used). You can also set default status for opportunity types.
Account	Mandatory.
Assignee	Dropdown list. All contacts that are either agents or has main account as the account linked to the account, are in the drop down list. If left blank the creator will be set as the assignee. Contacts can be set up in contacts.
Key	The key is automatically generated based on the selected account.
Reporter	Dropdown list. All contacts that are either agents or has main account as the account are in the drop down list. Contacts can be set up in contacts.
Priority	Priorites are custom, and can be set up in priorities (there are some standards which can be used). Default priority can be ticked off in priorities. If no default priority is set, the order in the priority column will be used.
Created time	Automatically generated when the opportunity is created.
Status	Statuses are custom, and can be set up in statuses (there are some standards which can be used). The available statuses varies depending on where you are in the workflow. The link between statuses and workflow are set in workflow in the admin menu.

The following parameters are optional for the opportunities:

Field	Description
Notes	Free text field.
Due date	Drop-down calendar.
Amount	Number field.
Probability	Number field.
Business area	Business areas can be set up in the admin menu.
Closing reason	Closing reasons are custom, and can be set up in resolutions (there are some standards which can be used).
Closing description	Free text field.

Accounts

Main menu for all accounts (customers, suppliers etc.). Can be added to the main menu. Possible to add list views.

We recommend a scheduled job to automatically create and update all account information to avoid mismatch between Deem Insight and your ERP system.

Deem Insight supports use of reports related to the account and the account type. The reports can be set under type related to reports. Here you can also set which roles that can access the report.

Account tab: Fields with account information. More fields are possible to set up by using forms.

Reports tab: Several reports can be set up on accounts by using type related to report. All accounts with the same account type will have the same reports. To filter the report on the data for the selected account, use e.g. the script [customer_number] = ‘$account_externalId’ in the filter box.

Contacts tab: List of contacts related to the account.

Tasks tab: List of tasks related to the account.

Projects tab: List of projects related to the account.

Assets tab: List of assets related to the account.

Timeline tab: Timeline related to the account.

Orders tab: List of orders related to the account.

Attachments tab: Attachments related to the account.

Assets

Main menu for all assets. Can be added to the main menu. Possible to add listviews.

Account and product are mandatory and must exist prior to creating an asset.

We recommend a scheduled job to automatically create and update all assets information to avoid mismatch between Deem Insight and your ERP system.

Asset settings

Field	Description
Name	Name of the asset(mandatory)
Owner	Drop down list (mandatory).
Project	Drop down list (mandatory).
Notes	Free text field (optional).
External id	Alternative id (mandatory).
Amount	Number field (optional).
Status	Statuses are custom, and can be set up in statuses (there are some standards which can be used).
Key	Unique id (mandatory).
Type	Drop down list (mandatory).
Product	Drop down list (mandatory).
Product version	Drop down list (optional).
Created time	Automatically created (mandatory).
Business area	Drop down list (optional).
Supplier	Drop down list (optional).

Activities tab: List of activities related to the asset.

Attachments tab: Attachments related to the asset.

Business areas

Can be used to connect a user to a business area or to create a separate structure.

Main menu for all business areas. Can be added to the main menu. Possible to add listviews.

The following parameters are available for business areas:

Field	Description
Key	The unique key (mandatory).
Name	There is no need for a unique name (mandatory).
Notes	Free text field.
External id	Free text field.
Language	Language settings for business area.
Type	Dropdown list, set to business area (mandatory).
Status	Statuses are custom, and can be set up in statuses (the standard is active) (mandatory).
Changed by	Name of the user who last changed the business area.
Created time	Automatically generated when the business area is created.
Changed time	Automatically generated when the business area is changed.

Business units

Main menu for all business units. Can be added to the main menu. Possible to add listviews.

It is possible to create a hierarchy of business units. We recommend that you start adding on the top level, and then use the parent field on the lower levels.

Business units can be used for filtering reports for the users. You can connect users to the business units and set a script on the reports so that the user will only have access to data relevant to the business units.

Business unit settings

Field	Description
Name	There is no need for a unique name (mandatory).
Notes	Free text field.
Parent	Choose from drop down list the parent business unit. Will only be relevant if more than one business unit level has been set up (optional)
Owner	Choose owner from drop down list (optional).
Status	Statuses are custom, and can be set up in statuses (the standard is active) (mandatory).
Key	Unique key (mandatory).
Type	Type are custom, and can be set up in record types (mandatory).
External id	Alternative id(optional).
Created time	Automatically generated when the business unit is set up.

Sub units: List of business units which have the selected business unit as parent.

Users: List of users who have the selected business unit set as the main business unit (field in the user settings). Only one main business unit can be set per user.

User related to business units: List of users who are connected to the selected business unit through user related to business units(list in the user settings). Multiple business units can be chosen for each user.

Projects

Main menu for all projects. Can be added to the main menu. Possible to add listviews.

We recommend a scheduled job to automatically create and update all project information to avoid mismatch between Deem Insight and your ERP system.

Deem Insight supports use of reports related to the project. The reports can be set under type related to reports. Here you can also set which roles that can access the report.

Project settings

Field	Description
Name	There is no need for a unique name (mandatory).
Responsible	Choose from drop down list (mandatory).
Owner	Choose from drop down list (mandatory).
Notes	Free text field (optional).
External id	Alternative id (optional).
Url	Possible to add a link (optional).
Contract amount	Possible to add the contract amount of the project (optional).
Key	Unique key (mandatory).
Type	Type are custom, and can be set up in record types (mandatory).
Business area	Drop down list (mandatory).
Product	Drop down list (optional).
Priority	Drop down list, set under priorities (mandatory).
Created time	Automatically generated when the project is set up.
Status	Statuses are custom, and can be set up in statuses (mandatory).
Business unit	Drop down list (optional).
Due date	Select date in the calendar (optional).
Show time estimated	Tick off box (optional). If ticked off fields for time estimated will appear on all issues connected to the project.
Show time reported	Tick off box (optional). If ticked off fields for time reported will appear on all issues connected to the project. If both boxes have been ticked off, also percent completed will appear on the issues.

Reports tab: Several reports can be set up on projects by using type related to report. All projects with the same project type will have the same reports. To filter the report on the data for the selected project, use e.g. the script [project_number] =‘$project_key’ in the filter box.

Contacts tab: List of the contacts related to the project.

Issues tab: List of the issues related to the project.

Milestones tab: List of the milestones related to the project.

Activities tab: List of the activities related to the project.

Assets tab: List of the assets related to the project.

Timeline tab: Timeline related to the project.

Attachments tab: Attachments related to the project.

Orders

Main menu for all orders. Can be added to the main menu. Possible to add listviews.

We recommend a scheduled job to automatically create and update all order information to avoid mismatch between Deem Insight and your ERP system.

Deem Insight supports use of reports related to the order. The reports can be set under type related to reports. Here you can also set which roles that can access the report.

Reports tab: Several reports can be set up on orders by using type related to report. To filter the report on the data for the selected order, use e.g. the script [customer_order_number] =‘$order_key’ in the filter box.

OrderLine tab: List of the orderlines related to the order.

Attachments tab: Attachments related to the order.

Processes

Main menu for all processes.

Products

Main menu for all products. Can be added to the main menu. Possible to add listviews.

We recommend a scheduled job to automatically create and update all product information to avoid mismatch between Deem Insight and your ERP system.

Deem Insight supports use of reports related to the product. The reports can be set under type related to reports. Here you can also set which roles that can access the report.

Product settings

Field	Description
Name	There is no need for a unique name (mandatory).
Notes	Free text field (optional).
Status	Statuses are custom, and can be set up in statuses (mandatory).
Key	Unique key (mandatory).
Type	Type are custom, and can be set up in record types (mandatory).
Business area	Drop down list (mandatory).
Product group	Drop down list (optional).
Created time	Automatically generated when the product is set up.
Supplier	Drop down list (optional).

Reports tab: Several reports can be set up on products by using type related to report.

Assets tab: List of the assets related to the product.

Product versions tab: List of the product versions related to the product.

Attachments tab: Attachments related to the product.

Product versions

Main menu for all product versions. Possible to add listviews. Related to product.

Product version settings

Field	Description
Key	Unique id (mandatory).
Name	There is no need for a unique name (mandatory).
Notes	Free text field (optional).
Status	Statuses are custom, and can be set up in statuses (mandatory).
Type	Type are custom, and can be set up in record types (mandatory).
External id	Alternative id (optional).
Created time	Automatically generated when the product version is set up.
Release date	Date field (optional).

Issues tab: List of the issues related to the product.

Product groups

Main menu for all product groups. Possible to add listviews. Related to product.

Product group settings

Field	Description
Key	Unique id (mandatory).
Name	There is no need for a unique name (mandatory).
Notes	Free text field (optional).
Type	Type are custom, and can be set up in record types (mandatory).
Status	Statuses are custom, and can be set up in statuses (mandatory).
Changed by	Automatically updated.
Created time	Automatically generated when the product group is set up.
Changed time	Automatically generated when the product group is changed.

Priorities

Activities and issues can be prioritized according to the list of possible priorities. Standard values are critical, high, medium and low. Default priority can be set.

You are able to customize priorities in the priorities menu, where you can add a new or edit the existing ones. Default priority is selected/de-selected by using the tick off box.

Countries

Overview of all countries which can be used in the CLM. Can be maintained in the admin menu. Countries are in use in accounts and contacts.

Records

A list of all the records in Deem Insight.

When a record is opened the tabs gives you an overview of all the relations and possible configurations that can be done.

Record types

Makes it possible to separate a record into different types.

Configurations can be done, such as setting a default record type, access level, default status etc. You can also add custom forms, making it possible to add custom fields to the desired record type(s).

Statuses

This is where you can view standard statuses and create custom ones. Some statuses are available for all records, while others are limited to specific ones. To make a status available for all records, select ‘Base’ as type when creating it.

Record properties

This is where custom fields are created. All record properties needs to be added to a form.

The image below displays the changes that can be done to a record property (custom field). New custom fields automatically creates a field in the database. The database field name is “key + __c”.

Record properties can also be accessed from within the ‘Records’ view, where you can generate the standard properties and do changes and/or make them inactive.

Forms

Here you are able to create new fields connected to the CLM parts, such as project, account, orders etc.

The form must contain a field group and the field group must contain at least one field. It is possible to set up multiple field groups and fields for one CLM part. Fields in the same field group will appear in the same area in e.g the order card.

When setting up a new form, you need to select which CLM part the form should belong to.

Then set up one or more field groups (name and key).

In the last tab, form properties can be set up. Here you select type of field, e.g. text.

After you have set up all the field groups and form properties for the relevant e.g. order card, you need to update the record type and this will connect the form to the selected CLM part.

The new field will appear as shown in the below picture:

Resolutions

Resolution types for activities, issues and opportunities. Standard values are set for each type of task.

You are able to customize resolutions in the resolution menu, where you can add a new or edit the existing ones.

Type related to reports

Deem Insight can be used to connect several reports from various business areas and link and filter them to the different CLM parts as e.g. account, project. Here you can configure which reports you want to connect to which CLM parts or reports.

You can filter who sees what report by using the roles under type related to reports.

Note

Note that the report will need a script like the below example in the filter box to filter the data in the report on the actual account.

Example script: [customer_number] = '$account_key'

If you would like to connect an existing report to the account, you need to make a copy and add the script in the filter box.