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</style><p><span style="font-size: 14px;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 14px;"><strong>- Using the CRM Note Functionality</strong></span></p><p><span style="font-size: 14px;"><strong>- Customising CRM notes</strong></span></p><p><span style="font-size: 14px;"><strong>- Creating CRM Notes from a Ticket</strong></span></p><p><span style="font-size: 14px;"><strong>- Using the "Next Call Date" Field to Create Automated Tickets</strong></span></p><p><span style="font-size: 14px;"><strong>- Reporting</strong></span></p><p><span style="font-size: 14px;"><strong>- Worked Example</strong></span></p><p><span style="font-size: 14px;"><strong>- Use AI to Generate CRM Notes</strong></span></p><p><br></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The CRM note functionality allows you to track and manage customer relationships. You can log information against a customer account in regards to customer satisfaction and arrange follow up work/meetings. </span></p><p><span style="font-size: 14px;"><br></span></p><p id="isPasted"><span style="font-size: 18px;"><strong>Using the CRM Note Functionality</strong></span></p><p><span style="font-size: 14px;">Under each customer profile, the tab 'CRM Notes' can be found. Here you can log information against a customer. To log information select the '+' icon in the top right (see <strong>Fig 1</strong>).</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjNmVkMDVkLWU1MzYtNDY5Ni05ZTg3LTViZTM3MmVhZDNjNiJ9.uQkm5SgNV8XUBL2rlQKugxin6L9pouzpA2VBw-xjtFc" class="fr-fic fr-fil fr-dib" width="1089" style="width: 1091px; height: 649.026px;" height="649"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. New CRM note against customer</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Here you will see there are various default fields you can use. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">There is a text box to enter notes against the customer. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The "Time Taken" field allows you to log time against the customer for billing and time tracking purposes. If populated a ticket will be logged against the customer so this time can be billed for, a link to the ticket will appear against the CRM note. The ticket type that is logged is determined by the default ticket type used for logging time - this is set under Configuration > Time Management > Time Logging section, by the setting "Ticket type used for logging time". You can hide this field using the "Hide Time Taken" checkbox if you do not want this action to be billable/to track time.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The "Date Done" field records the time you opened the action. You can edit this to back-date the action. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The "Satisfaction Level" field allows you to record how satisfied the customer is using a numeric scale. This is useful for tracking customer satisfaction over time and spotting any trends. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The "Next Call Date" field allows you to schedule a date to follow up on this action. This can be used to create an automated ticket (covered later in the guide), or create a calendar appointment. By default this date is set to the last "Next Call Date" for the customer. To have the next call date create an appointment in your calendar, check "Add to Calendar". This will create an appointment in your calendar for this date. When checked you will be able to set the subject, duration and user for the appointment.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjM2NmM2MwLTYxZTYtNGIyNy1iMGQ3LTIyYzM2OGRhZjE2YiJ9.umLXUBrPl4zI27xVwITXqVvs6i2u5usew2NClFU_ru0" class="fr-fic fr-fil fr-dib"></span></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. Creating appointment for the next call date</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The appointment type is determined by the default appointment type, the default appointment type is the first appointment type in the list of types. If you have not deleted any appointment types in your Halo this will be "Reminder". </span></p><p><br></p><p><span style="font-size: 14px;">As of version 2.238, you can also attach files when creating a new CRM note.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhN2JhNWExLWQzNDctNDc1Yi04MTI2LTBmMGY4N2VlMjgzYiJ9.15jL7CCDnJVJUQW_bmvj7lpwdrS7dADakVCVQ_6DlHo" class="fr-fic fr-fil fr-dib" width="819" style="width: 821px; height: 550.26px;" height="550"></span></p><p><br></p><p><strong>Fig 3. The to ability to add attachments to CRM notes (v2.238+)</strong></p><p><br></p><p><br></p><p><span style="font-size: 14px;">CRM notes can also be added against a specific user under their user profile. These CRM notes are stored separately to the CRM notes against the customer, but have the same functionality. Site and User notes can all be viewed under the associated Customer record. To do this you will first need to enable "Show Site and User CRM notes on the Client record" under </span>Configuration > Users > General Settings. With this enabled you will see a filter in the top left of your Customer CRM notes which allows you to change which entity's CRM notes you are viewing. </p><p><br></p><p><span style="box-sizing: inherit; font-size: 14px;">CRM notes also have a reply arrow which allows Agents to respond to the CRM note. </span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI3NjNjZDMzLWY2ZjMtNDZlMS1iYTc5LTc5Y2NkYjcxZGE1NyJ9.qQzmwcUpJj3Ih82C-ykE7GEp-BjOleamxXomEH0SEb8" class="fr-fic fr-fil fr-dib" width="1078" style="width: 1080px; height: 660.046px;" height="660"></span></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Changing the entity and replying to a CRM note </strong></span></p><p><br></p><p>As of v2.238+, you can pin CRM notes to the top of the note list using the "Pin" option found under the three dots (...).</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhOWE5OTg3LTQ5YjAtNDVjNy05NzlkLWU1MmEwYmIyMzAyZiJ9.xc8BZov2rqR5TuKzoiSnNuYJrhief01rCxHLsY4vhDs" class="fr-fic fr-fil fr-dib" width="1088" style="width: 1090px; height: 235.139px;" height="235"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. Pinning a CRM note </strong></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Customising CRM notes </strong></span></p><p><span style="font-size: 14px;">Some additional fields can be added/removed from the CRM note.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Head to Configuration > Users > General Settings. Here there are various settings to enable/disable CRM note fields.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyOTM2MTkyLTNlYWQtNGIzZi1iYTQ1LWYwMzllM2E1MWVlMiJ9.ZgVa4LNAX8X9TSDBwDMlufgYL6gPYrjEzxpr4c5MzcE" class="fr-fic fr-fil fr-dib" width="519" height="295"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. CRM note field settings</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong>Enable Call Plan</strong> - Toggles the 'next call date' field on/off.</span></p><p><br></p><p><span style="font-size: 14px;"><strong>Show a field for extra details when adding CRM notes</strong> - Toggles a rich text box for additional details. This text box is required if you would like to be able to mention teams or agents from a CRM note. As this is a rich text box you can also include HTML here.</span></p><p><br></p><ul><li><span style="font-size: 14px;">If HTML is added here the CRM note will be collapsed after saving and will need to be expanded to view. You can ensure the note is always expanded by default by enabling "<strong>Expand the Extra Details field by default</strong>" found under Configuration > Users > General Settings. </span></li></ul><p><strong>Hide the default memo field on CRM notes:</strong> When enabled, the memo field "Note" will be hidden when adding CRM notes.</p><p><span style="font-size: 14px;"><br></span></p><p><strong>Show subject line on CRM Notes:</strong> When enabled, an additional "Subject" field is made available when adding CRM notes. The subject will appear in bold on the note.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjYjk0Zjg5LTA0YWQtNGQzMi04NzVmLWE3M2U1NWZjZjU1NSJ9.0fNGYY4QCBl93lup74RvtA0ePZ_hVeiI1ThdiP08o1o" class="fr-fic fr-fil fr-dib" width="230" height="120"></p><p><span style="font-size: 10pt;"><strong>Fig 7. Subject on a CRM note</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong>Show satisfaction on CRM notes</strong> - Toggles the "Satisfaction Level" field on/off. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong>Mention agents/teams from a CRM note</strong></span></p><p><span style="font-size: 14px;">To be able to do this you will need to have the rich text box for additional details enabled against the CRM notes, then head to Configuration > Notifications > General Settings. Enable the settings shown in <strong>Fig 7</strong>. </span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk0ZjY1M2E5LTc2NzktNDE4NC1hYWUzLTU3ZTM4ZGYxYTNlMSJ9.zuCTaMXlx7FTtrWAvJZgoqkpHIk_aVEuH5tmD7R4EhY" class="fr-fic fr-fil fr-dib" width="381" height="123"></span></p><p><span style="font-size: 10pt;"><strong>Fig 8. Settings required for team/agent mentions</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To mention someone type '@' followed by the agent/team name, see figure 5 for reference. You will need to log out/back in after enabling these settings before they will take effect.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4OWE5NzMxLTQ0NGMtNGY0NS05ZGQ0LWEyNzU5NjE5MDEzOCJ9.ZZIf4uCmEkw2rjXKT7qH4a6WQGqxgsRix3if3g7QRcg" class="fr-fic fr-fil fr-dib" width="1504" height="434"></p><p><span style="font-size: 10pt;"><strong>Fig 9. Mentioning an agent on a ticket</strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14px;">You can use variables to pull information from CRM notes. These variables can be used in email notifications for mentions on a CRM note.</span></p><p><br></p><ul><li data-pasted="true">$-CLIENTID</li><li data-pasted="true">$-CRMNOTE</li><li data-pasted="true">$-CRMDETAILS</li><li data-pasted="true">$-CRMSUBJECT</li><li data-pasted="true">$-CRMTIMESTAMP</li></ul><p>More information on these variables can be found on the variables page (YOURHALO.com/variables) </p><p><br></p><p><span style="font-size: 14px;"><em><strong>Note: Mentions can only be used in the additional details rich text box on the CRM note, not in the standard text box.</strong></em></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To add custom fields to the CRM note, head to Configuration > Custom Objects > Custom Fields, for fields under the ticket entity there is a setting against each field called "Show on CRM notes". When checked this field will appear on all CRM notes and all actions with the system use "Add CRM note". You can control the order in which these fields appear on the CRM note against the customer using the sequence against the custom field.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">If you change the entity to "CRM Notes", in the custom fields area, you can create fields used only for CRM notes. You will need to enable the same setting "Show on CRM Notes" against this field for it to appear. These fields will not be able to be used on ticket actions, only CRM notes created within a customer profile.<span style="font-size: 14px;" data-pasted="true"> From v.2.216 you can restrict visibility of these custom fields using the "Restrict field visibility to specific entities" checkbox. This will then display a multi-select drop-down allowing you to add entities to allow the field to show against.</span></span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzNTRmODYwLTZjNzUtNGYxZC04ZWFiLTllZjdmMTNiOTMzMSJ9.2dShEKDIY1XrM7cTZlU7qq9TfacwPKaHguNCf9tJR7o" class="fr-fic fr-fil fr-dib" width="1245" style="width: 1247px; height: 712.571px;" height="713"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Show on CRM Notes setting</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Creating CRM Notes from a Ticket </strong></span></p><p><span style="font-size: 14px;">A CRM note can be created from a ticket using an action, when a CRM note is created within a ticket this will add the information to the "CRM Notes" area against the customer the ticket is assigned to. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To configure an action to do this, head to Configuration > Tickets > Actions > New, call the action something like "Add CRM note". Set the system use of the action to be "Add CRM Note". Under the field list tab add the "Note" field and any other custom fields you would like on the action. Now add this action to the workflow it will be used on. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlNTM2MGUzLTkzZmUtNDI3Ni05ZjNkLTU5ZTc4OWQ4YzI0MCJ9.JIXvg5ZYqXbVl7nWfLhg3SV0UqzGLnpqk22z0EltU_4" class="fr-fic fr-fil fr-dib" width="998" style="width: 1000px; height: 297.08px;" height="297"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Action field list</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now when working on a ticket you will have use of this action.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0NDlhMWQ4LTQ5OGMtNGI4OC05YTUyLWViYjBjYjk5MzczNCJ9.w6djHjDGEcpZJcSyKn8kdTItM2sPV25eQmoTa7nEq5U" class="fr-fic fr-fil fr-dib" width="998" height="580"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Using 'Add CRM note' action on a ticket</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">As I have enabled satisfaction level and next call date fields to be on CRM notes, these will appear on the action as well as my note field. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><em><strong>Note: Any ticket custom fields that have the "Show on CRM Notes" setting enabled will be visible on the action even if the field is not in the field list. </strong></em></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once the action on the ticket is complete, this will be visible on the customer's account.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllYjcxMTg2LWM5MWYtNGVmOS1hNWNiLWRkZDc5Yjc3NGI2NyJ9.jR89RyTcLvGODVh6YvW4ogsf52iVfjffS0nPfApBmMs" class="fr-fic fr-fil fr-dib" width="997" style="width: 999px; height: 255.489px;" height="255"></p><p><span style="font-size: 10pt;"><strong>Fig 13. Ticket action against customer account</strong></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Be notified when a CRM note is created, update or deleted</strong></span></p><p><span style="font-size: 11pt;">From version 2.196+ a notification can be configured to notify selected agents/users when a CRM note is created, updated or deleted. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To do this head to configuration > notifications > notifications > new, in the 'trigger' field the following triggers can be selected:</span></p><ul><li style="font-size: 11pt;">CRM note created</li><li style="font-size: 11pt;">CRM note updated</li><li style="font-size: 11pt;">CRM note deleted</li></ul><p><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlNWExY2NkLTM5NDItNGE0NC04ZWMzLWY2OTg1MWIwYTY4YyJ9.LEj_oswGgAX59yDVW0eim6xYS-9fHAZhaaff-BpBLps" class="fr-fic fr-fil fr-dib" width="536" style="width: 538px; height: 478.32px;" height="478"></span></p><p><span style="font-size: 10pt;"><strong>Fig 14. Notification trigger for CRM note </strong></span></p><p><br></p><p><span style="font-size: 11pt;">You can then set additional criteria for the notification so it only triggers for selected customers/tickets etc. For more information on configuring notifications check out <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/891" id="isPasted" target="_blank" rel="noopener noreferrer">Notifications</a></span></p><p><span style="font-size: 14px;"><br></span></p><p><strong><span style="font-size: 14pt;">Using the "Next Call Date" Field to Create Automated Tickets</span></strong></p><p><span style="font-size: 14px;">Automated tickets can be created based on the next call date field, this allows you to schedule follow up work using a ticket. This is useful when you would like to schedule some work to be completed prior to a meeting with a customer. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">To set this up head to Configuration > Tickets > Automated Tickets > New, give this a name and assign it to the relevant ticket template group. Now you can set the automation criteria, set this to "Customers". In the criteria table set the criteria for when you would like the tickets to create.</span></p><p><br></p><p><span style="font-size: 14px;">"Next Call Date" will create the ticket when the next call date is equal to a particular value.</span></p><p><span style="font-size: 14px;">"Days Before Next Call Date" will allow you to choose how many days before the next call date the ticket is created. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjllMThiMTlhLTk2ZjItNGIwZC05YWQxLTExOTU2NGQ0Y2YxNSJ9.fzNax7vHnp4m-rZ8uFfQERlJPdM2rgYoAR5UFryy5Ak" class="fr-fic fr-fil fr-dib" width="997" style="width: 999px; height: 573.147px;" height="573"></p><p><span style="font-size: 10pt;"><strong>Fig 15. Automated ticket set to create 1 day before the next call date.</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">In the <strong>Fig 15 </strong>example an automated ticket will be created the day before the next call date, this will apply to all customers. If a customer has multiple next call date entries a ticket will be created for each next call date that meets the criteria, working through them in sequence. Configure the rest of your automated ticket as desired, choosing the ticket type/template for the ticket.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">When the ticket is created it will be created under the general user for that customer. </span></p><p><br></p><p><span style="font-size: 18px;"><strong>Reporting</strong></span></p><p><span style="font-size: 14px;">If you are creating an automated ticket linked to a CRM note, you may find it beneficial to add some reporting data to the ticket. This is beneficial if you have some data for the agent/account manager to review before the meeting, such as customer profitability. For more information on how to make reporting data visible from a ticket, see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2264" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. See Figure 1A in the appendix for an example report on customer CRM notes. </span></p><p><br></p><p><span style="font-size: 14px;"><em><strong>Note: If any users have CRM notes stored against them, this will also create tickets for the users that have a next call date in their CRM notes. </strong></em></span><strong><em><br></em></strong></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Worked Example</strong></span></p><p><span style="font-size: 14px;">In this example, we need to book a follow up meeting with the customer and are going to set up an automated ticket that is created 2 days before the meeting to ensure any meeting preparation has been completed. </span></p><p><br></p><p> </p><p><iframe src="https://scribehow.com/embed/How_To_Schedule_A_Follow-Up_Meeting_In_Halo__p4v2DUVOQ6q02mRa5myLYA" width="100%" height="940" allowfullscreen="" frameborder="0"><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" 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style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span></iframe></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">Use AI to Generate CRM notes</span></strong></p><p id="isPasted">AI can be used to analyse a customer's recent ticket information and upload a summary of their recent experience to the customer's profile as a CRM note based on this. This can be used to provide your account manager with key insight into the customer experience without them having to analyse customer data themselves. </p><p><br></p><p>For more information on this functionality and how to configure this see our dedicated article here: <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2445/" target="_blank" rel="noopener noreferrer"><strong>AI Client Profiling</strong></a>. </p><p><br></p><p><strong><span style="font-size: 18px;">Appendix</span></strong></p><p><strong>Figure 1A - SQL script for report customer CRM notes overview </strong></p><p><br></p><p id="isPasted">select Aareadesc as [Customer],</p><p>uname as [Agent],</p><p>ANHmemo as [Message],</p><p>ANDate [Date Created],</p><p>ANTimeTaken as [Time Taken],</p><p>ANNextCallDate from areanote</p><p>join area on aarea=anarea</p><p>join uname on unum=anwho</p><p>where andate between @startdate and @enddate</p><p> </p>
