Talisma Fundamentals User's Guide.book

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A Quick Tour of TalismaTalisma WindowsThe following are the Talisma Windows:• Account window: In the Account window, you can view the details of the Account and the Contacts,Interactions, Opportunities, and Hierarchy of all sub-Accounts associated with the Account. Thereporting structure of Contacts in a given Account is also displayed in the Account Hierarchy.• Appointment Window: You can view the details of the Appointment in the Appointment window. TheProperties tab gives you information about the Appointment that you have scheduled and the Account,Contact, and Opportunity associated with it. The Notes tab provides other details about theAppointment.• Campaign Window: In Talisma, you can create Campaigns to suit your varied marketing requirements.In the Table View, you can view a list of Campaigns that have been created. To view details of aparticular Campaign, open the relevant Campaign window.• Contact Window: All the details about a Contact are stored in the Contact Object window, includingthe history of the Contact’s Interactions with your organization and links to Objects associated with theContact, such as Accounts.• Event Window: The Event Window is displayed when you want to create an Event, or when anexisting Event is opened for editing, or viewing. The Event window comprises the User Preferencespane, and the Properties, Event Description, Venue Details, Discounts, Categories, Sub Events,Participant List, Campaigns, Tasks, and History predefined tabs.• Participant Window: The Participant window is displayed when you want to view the details of aParticipant. The Participant window comprises of the Properties, Payment Details, History, andTargets predefined tabs.• Application Window: The Application Window is displayed when you want to create an Application,or when an existing Application is opened for editing, or viewing. The Application window includesvarious Tabs in which you can specify information about the Application, and the Applicant.• Interaction Window: In the Interaction window you can perform several actions on a message such asreply, forward, consult, or review. The Conversation pane in the Interaction window displays allmessages exchanged in the Interaction and actions performed on them.• Opportunity Window: An Opportunity signifies a potential sale to an organization. The Purchase Listtab in the Opportunity window enables you to track the Products and services offered to theorganization with the corresponding Price Lists. The Pipeline and Stage Properties help monitor theprogress of the negotiations for each Product or service. When you create an Order from theOpportunity Window, the new Order is automatically associated with the Opportunity. All relevantProperties of the Opportunity are inherited by the new Order.• Order Window: In Talisma, an Order is created when an Opportunity becomes a sale. In other words,an Order denotes that a Contact or an Account has bought a Product or service. Multiple Orders can becreated from a single Opportunity to track further purchases made by the Contacts of the sameOpportunity.• Target Window: Every Campaign is directed at Contacts who are its Targets. A Contact can be a Targetin multiple Campaigns, and is identified by a unique Target ID in each Campaign. The Contact isrepresented as a different Target in each of these Campaigns.• Task Window: You can view the details of a Task in the Task window. The Properties tab gives youinformation about the Task that you have to perform and the Account, Contact, and Opportunityassociated with the Task. The Notes tab provides other details about the Task.43
Talisma Fundamental User’s Guide• Canned Response Window: A Canned Response is a stored response you can use for a FrequentlyAsked Question. You can create a Canned Response from the Canned Response Manager. The menusand toolbar buttons in the Canned Response window enable you to create and edit the content in aCanned Response for different language and media combinations.• Message Window: The Message window contains a Message, and its detailed history.• Mailer Template Window, and SMS Template Window: The Mailer Template window is displayedwhen you want to view, or edit a Mailer whose Template Type Property is Email. The SMS Templatewindow is displayed when you want to view, or edit a Mailer whose Template Type Property is SMS.These windows consist of the User Preferences Pane, and the following predefined tabs: Properties,Message, Categories, and History.• Mailing List Window: The Mailing List window is displayed when you want to create a Mailing List,or when an existing Mailing List is opened for editing or viewing. This window comprises the UserPreferences Pane and the following predefined tabs: Properties, Categories, Filters, Contacts,Schedule, and History.• Offer Window: The Offer window is displayed when you want to create an Offer, or when an existingOffer is opened for editing or viewing. This window comprises the User Preferences Pane and thefollowing predefined tabs: Properties, Categories, Bands, and History.• Product Window: Information about a selected Product, including Orders and Opportunities withwhich the Product is associated, is available in the Product window. This window comprises the UserPreferences Pane and the following predefined tabs: Properties, Categories, Teams, History, Price List,and Related Products.• Print Template Window: The Print Template window is displayed when you want to create a PrintTemplate, or when an existing Print Template is opened for editing or viewing. The window comprisesthe User Preferences Pane and the following predefined tabs: Properties, Share, History, Categories,Description, and Content.• Script Window: A Script is a Workflow that acts as a template to which a Customer SupportRepresentative (CSR) can refer, while answering calls. Scripts are designed by the Call CenterManager to ensure uniformity and efficiency of response across the organization. You can create aWorkflow from the Script window. The menus and toolbar buttons in the Script window enable you tocreate and edit the content of a Script.44
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© 2008 Talisma® Corporation. All
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ContentsSetting Table View and Filt
Page 9 and 10: Talisma Fundamentals User’s Guide
Page 18 and 19: Getting Started with TalismaThe def
Page 20 and 21: Getting Started with TalismaUpdatin
Page 22 and 23: Getting Started with TalismaIf the
Page 24 and 25: Managing Talisma ProfilesChapter 2:
Page 26 and 27: Managing Talisma ProfilesAdding a P
Page 28 and 29: Managing Talisma ProfilesThe select
Page 30 and 31: Understanding TalismaChapter 3:Unde
Page 32 and 33: Understanding TalismaThe Target Obj
Page 34 and 35: Understanding TalismaHealth Check O
Page 36 and 37: Understanding TalismaUnderstanding
Page 38 and 39: Understanding TalismaComparison Ope
Page 40 and 41: Understanding TalismaAbout the Adva
Page 42 and 43: Understanding TalismaComputing Valu
Page 44 and 45: Understanding TalismaUsing Shortcut
Page 46 and 47: Tabs in Talisma WindowsChapter 4:Ta
Page 48 and 49: Tabs in Talisma WindowsThe Document
Page 50 and 51: Tabs in Talisma Windows4. From the
Page 52 and 53: Tabs in Talisma WindowsThe Web TabT
Page 54 and 55: Tabs in Talisma WindowsThe Linked T
Page 56 and 57: A Quick Tour of TalismaChapter 5:A
Page 60 and 61: Understanding Talisma WorkspacesCha
Page 62 and 63: Understanding Talisma Workspaces•
Page 64 and 65: Understanding Talisma WorkspacesAbo
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