34: Customer Relationship Management (CRM)€¦ · Customer Relationship Management (CRM) VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-2 V19 - 01/2020 tools (like

VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-1 V19 - 01/2020

34: Customer Relationship Management (CRM)

Chapter Contents Methods to Create a Marketing Lead ............................................................................................ 34-1

Option 1: CRM Widget ........................................................................................................................ 34-2 Option 2: CRM Group ......................................................................................................................... 34-2 Option 3: Create an Employer ............................................................................................................ 34-3 Option 4: Local Employer Sites .......................................................................................................... 34-4 Option 5: Converting External Jobs .................................................................................................... 34-5

Marketing Lead Account Management .......................................................................................... 34-6 Contact Information Section ............................................................................................................... 34-8 Company Information Section .......................................................................................................... 34-11 Marketing Information Section .......................................................................................................... 34-17 Professional Employer Organization Section ................................................................................... 34-19 Activities Section .............................................................................................................................. 34-19 Attachments Section ......................................................................................................................... 34-25 Case Notes Section .......................................................................................................................... 34-26 Surveys Section ................................................................................................................................ 34-27 Contacts List ..................................................................................................................................... 34-31

Marketing Leads ......................................................................................................................... 34-32 Work Items ................................................................................................................................. 34-33 Appointments ............................................................................................................................. 34-34 Online Surveys ........................................................................................................................... 34-34 CRM Reports ............................................................................................................................. 34-34 System Login for Primary/Secondary Contacts ........................................................................... 34-36

Account Management for Primary/Secondary Contacts ................................................................... 34-37 The CRM module offers Employer Outreach Specialists, Business Services Representatives (BSRs), and other staff a full range of tools and resources to actively manage employer recruitment efforts. Staff can use the CRM module to convert potential business customers into Marketing Leads for the purpose of providing assistance to these businesses and tracking the profile details they manage on behalf of these potential Recruiting employers. In Virtual OneStop, staff can select CRM options using either of two methods:

• Within My Staff Dashboard, staff can configure their dashboard widgets to include the Customer Relationship Management (CRM) widget, which displays CRM options.

• Along the left navigation menu, staff can access the Customer Relationship Management group to select a desired option.

Note: Staff must access the Customer Relationship Management group to manage online surveys.

Methods to Create a Marketing Lead The system offers staff numerous ways to create a Marketing Lead. A Marketing Lead is an account type that identifies potential Recruiting employers. Business Services Representatives work hard to recruit Marketing Leads with the hope they will become Recruiting employers. In the Virtual OneStop system, Recruiting employers have full system access so they can manage their account profile, use recruitment

Customer Relationship Management (CRM)


tools (like posting jobs, searching for resumes, and creating Virtual Recruiter resume alerts), and utilize other system components like Labor Market Services to help manage their businesses. Marketing Leads can use the Virtual OneStop system, but in a diminished capacity. They cannot access the recruitment tools such as job order management, resume search, and resume alert management. For a description of Marketing Lead creation methods, refer to the topics that follow. Details of how staff members perform data entry for a Marketing Lead will be discussed in the Marketing Lead Account Management topic on page 34-6.

Option 1: CRM Widget Using My Staff Dashboard, staff clicks Marketing Leads from the CRM widget. In response, Virtual OneStop displays staff’s current list of Marketing Leads, if applicable. To create a new Marketing Lead, staff clicks Add Marketing Lead, as shown in the sample figure below.

Note: This method enables staff to manually create a Marketing Lead.

CRM Widget

Option 2: CRM Group To create a Marketing Lead using the CRM group on the left navigation menu, staff clicks Create a Marketing Lead to choose from two options:

• Staff clicks Manual Entry to manually complete the mini registration. • Staff clicks External Employers to access a list of employers that posted jobs on the Internet. From

this list (which also displays the number of active jobs posted by each employer), staff can convert a desired employer to a Marketing Lead by clicking Convert to lead. The system will auto-fill the mini registration on behalf of staff, the same way it does in Option 4: Local Employer Sites.



Create a Marketing Lead from CRM Group

Option 3: Create an Employer Similar to how staff creates a Recruiting employer account, staff selects Manage Employers ► Create an Employer to choose between two options:

• Staff clicks Recruiting Registration to access and complete a full system registration template. This employer account type can utilize recruitment tools like posting a job.

• Staff clicks Marketing Lead to access and complete a mini registration for a potential employer recruit. This employer account type cannot utilize recruitment tools until staff edits their account type to Recruiting.

Manage Employers ► Create an Employer

Note: When applicable, staff may select check boxes for both account types and click Continue Registration to access and complete the full registration template for employers.



Option 4: Local Employer Sites

Local Employer Sites

Virtual OneStop is supported by InfoGroup®, a national employer database. Staff can select Manage Employers ► Local Employer Sites to search for and select a desired company from this database for recruitment purposes. To convert an InfoGroup employer profile to a Marketing Lead, perform the following:

1 Select a desired search option to locate a desired employer. 2 Click the displayed area hyperlink to select the employer’s geographic region. 3 Enter search criteria based on the selected search method. 4 When entering text for a keyword search, the system will display a list of employers whose

company names match the data entered. Staff clicks the desired company name from the list. 5 Click Search. 6 From the list of match results displayed, staff clicks the desired company name link.

Display Options - Employers

7 From the employer details page, staff clicks Convert to lead. As a result, the system auto-fills the mini registration required to create a Marketing Lead, with the exception of the employer’s preferred contact method.



Contact Information Screen

Job Search Tab

Option 5: Converting External Jobs Many of the external jobs that derive from multiple Internet sources can be converted to a Marketing Lead record, similar to how staff can convert an external employer acount from InfoGroup. Staff can select Manage Job Orders ► Search for all Jobs to search for and select a desired job sponsored by an employer whom they wish to recruit. To convert an external job, staff performs the following:

Sample Quick Job Search Screen

1 Selects a desired job search tab. 2 Clicks the displayed area hyperlink to select the job’s geographic region. 3 Enters search criteria based on the selected search method. 4 When entering text for a keyword search, the system will display a list of jobs that match the data

entered. Staff clicks the desired job title from the list. 5 Staff clicks Search.



Sample Search Results

6 From the list of match results displayed, staff clicks the desired job title link.

Convert to Lead Link

7 From the job order details page, staff clicks Convert to Lead. As a result, the system auto-fills the mini registration required to create a Marketing Lead, with the exception of the employer’s preferred contact method.

Note: Virtual OneStop will only display a Convert to lead hyperlink for those external jobs whose sponsoring company is listed within the InfoGroup database. If Virtual OneStop fails to display this link for an external job, staff may have to manually create the Marketing Lead. For details, see the next topic.

Marketing Lead Account Management Regardless of the method staff used to create a Marketing Lead (whether manually or through record conversion), they must ensure all required data entry for the mini registration is complete before managing additional account information. As shown in the sample figure that follows, when staff converts an external record to a Marketing Lead, they usually must complete at least one required item that does not correspond to the external database (see highlight).



Mini Registration to Create Marketing Lead

In addition to required information that is missing, staff may also record additional contact information that is not required, such as the contact’s email address. This data is important for Business Service Representatives because this is the primary contact for the account. Staff clicks Save to secure their initial edits and continue. The remaining portions of a Marketing Lead’s account are broken into sections, as shown in the sample figure that follows.



Marketing Lead Profile by Section

Staff simply clicks Expand All to open all sections, or clicks each desired section to open. When complete, staff may click Collapse All to close all open sections.

Note: If staff cannot complete additional account management for the Marketing Lead at this time, they can access this account later by clicking Contacts List or Marketing Leads. For more information:

• See the Contacts List topic on page 34-31. • See the Marketing Leads topic on page 34-32.

Contact Information Section Contact information for the Marketing Lead is composed of three sections. When staff clicks the Contact Information title bar, Virtual OneStop expands the section to display all three subsections. For details of each, refer to the topics that follow.

Contact Details When staff completed the Marketing Lead’s mini registration, they essentially completed the contact details shown below. To modify this information, staff clicks the Contact Name hyperlink or Edit.



Contact Information Section – Contact Details

When staff clicks to edit the Contact Details section of the Marketing Lead profile, the system will display the Contact Information tab screen, as shown below.

Contact Information Tab Screen



The tabbed screens displayed are similar to those staff uses to manage Recruiting employer profiles, but have been altered slightly for the purpose of the CRM module. Here, on the Contact Information tab screen, staff can change the information previously entered for this Marketing Lead. When they complete their edits, staff clicks Save to secure them.

Contact Designations Staff may use this section to identify the appropriate job title or area of responsibility for the primary contact, and may also use these designations when creating additional contacts for this Marketing Lead profile. Contact designations attempt to classify each contact person for the benefit of Business Service Representatives and other staff who manage specific responsibilities for the business. To set specific designations for contact persons, staff simply clicks the desired checkboxes in the sample figure that follows.

Contact Information Section – Contact Designations

To save their edits, staff clicks Update, and Virtual OneStop displays a text message to confirm the request has been processed.

Login Information When staff creates a Marketing Lead, the system classifies this person as the account’s primary contact, and automatically creates a system login for this user. As shown below, Virtual OneStop creates the primary contact’s default username, password (Password1@), and security question response. Note: Default passwords/security question responses may vary.



Contact Information Section – Login Information

To change any of this information on behalf of the Marketing Lead, staff clicks Reset Password or Edit to access the Sign In Information tab screen, as shown below.

Sign In Information Screen

On this screen, staff can perform the following: • Modify user name – staff clicks the Change User Name link. When the screen refreshes, staff

enters the new login name in the New User Name field. • Modify password – staff enters the new password in the self-titled field, and re-enters it in the

Confirm Password field. • Modify security question – staff either maintains the same security question, but overwrites the

existing response, or chooses a new security question from the drop-down list and overwrites a new response.

Staff clicks Save to secure their edits.

Company Information Section Contact information for the Marketing Lead is composed of two sections. When staff clicks the Company Information title bar, Virtual OneStop expands the section to display both subsections (Company Details and Account Type). For details of each, refer to the topics that follow.

Company Details When staff completed the Marketing Lead’s mini registration, they essentially completed the company details shown below. Staff may also modify the registration data, or document information not previously specified by clicking the Legal Name hyperlink or the Edit link.



Company Information Section – Company Details

In response, Virtual OneStop will display the mini registration, an excerpt of which follows. Staff enters the desired information and clicks Save to secure their edits.

Excerpt, Mini Registration

Add Worksite Location(s)

Active Location Screen

If the Marketing Lead employer conducts business from more than one location, staff clicks the Active Locations hyperlink displayed in the Company Details section, as shown in the sample figure. In response, the system will display the Locations tab screen of the Marketing Lead’s Corporate Profile. Staff clicks Add Location to enter details for each non-primary worksite location.



Location Tab Screen - Add Worksite Location Screen

Staff performs the following:

In the Location section… 1 Clicks No to indicate this is an external (Marketing Lead) employer. 2 Enters the name of the worksite location, not the business name (e.g., Maple Avenue Location). 3 Enters the employer’s street address, city, state, and ZIP Code. Press TAB. In response, the

system will automatically select the county and country. 4 Enters the employer’s phone number (and fax and email number, if applicable).

In the Mailing Address section… 1 Clicks the appropriate checkbox if this secondary worksite location uses the same mailing

address as the physical address entered above, or the corporate (primary) mailing address. In response, the system will auto-fill each corresponding field.

2 If neither checkbox applies, staff manually enters the secondary worksite’s mailing address to include city, state, and ZIP Code and presses TAB. In response, the system will automatically select the county and country.

In the Location Contact Information section… • Clicks the checkbox for the primary contact, only if used as secondary contact, too. Otherwise,

staff skips this section. See the next topic, Add Additional Contacts, for more information.

In the Location Designation(s) section… • Selects the appropriate classification, if desired.

In the Staff section… • Selects their workforce region and office affiliation.


Add Additional Contacts If the Marketing Lead profile can be supported by more than one contact person, regardless of the number of worksite locations available, staff clicks the Active Contacts hyperlink displayed in the Company Details section as shown in the sample figure.



In response, the system will display the Contacts/Users tab screen of the Marketing Lead’s Corporate Profile. Staff clicks Add Contact to enter details for each additional contact person.

Location Tab Screen - Add Worksite Location Screen

Staff performs the following:

In the Contact Information section… • Minimally completes all required fields.

In the Associated Location(s) section… 1 Clicks the appropriate checkbox to link this contact person with an existing location. 2 Clicks Create New Location to link this contact person to a new worksite location. For details,

see the previous topic. Staff clicks Next to save their edits and continue.

Additional Contact’s Designations The next step for staff creating additional contacts for the Marketing Lead account is to select the appropriate classification(s), if desired. Staff simply clicks the desired checkbox (es) to complete this step, as shown in the sample figure that follows.

Contact Designation Tab Screen

Staff clicks Next to save their edits and continue.



System Login for Additional Contacts If this additional contact person will have login privileges to Virtual OneStop, staff uses this screen to enable sign-in authority. Otherwise staff may skip this step by clicking Finish.

Sign In Information Tab Screen

Staff performs the following: 1 Clicks the Give this Contact the ability…checkbox. 2 Enters a user name for this individual, following the instructions below the text box. 3 Skips the Password and Confirm Password fields. By default, the system uses Password1@.

When this contact person initially signs in to Virtual OneStop, it will prompt the user to create their own password.

4 Note: Default passwords/security question responses may vary. 5 Selects a security question and security question response for this user. 6 Staff clicks Next to save their edits and continue.

User Privileges for Additional Contacts Additional contact persons with login privileges to Virtual OneStop must have defined privileges. Staff uses this screen to set the exact privileges for each secondary contact, and the context within which these privileges may be utilized.



User Privileges Tab Screen

Staff will select those checkboxes that control the behavior each contact person may exercise. The system lists each behavioral setting and groups them according to “inside vs. outside” access. Staff clicks Save to secure their edits.

Account Type If staff wants to change a Marketing Lead to a Recruiting employer, they simply click the Recruiting checkbox and click to remove the Marketing Lead selection. Recruiting employers with the appropriate login privileges may utilize tools in Virtual OneStop as standard employers do, such as managing job orders, reviewing candidate resumes, and managing Virtual Recruiter resume alerts.



Company Information Section – Account Type

Staff may click Update Account Type(s) if they wish to modify details recorded for the mini registration.

Marketing Information Section This section of the Marketing Lead’s account profile maintains detailed information used to identify and rate primary and secondary contacts in terms of their accessibility and “market worthiness.” When staff clicks the Marketing Information title bar, Virtual OneStop expands the section to display two subsections displayed in either Summary or Marketing Details Views, and a third subsection used to schedule and manage follow-up appointments. For details of each, refer to the topics that follow.

Employer Marketing Profile Staff uses this section of the Marketing Lead’s account profile to manage key aspects of the employer’s company, as well as the BSR’s assessment of its likelihood to convert it to a Recruiting employer. Staff clicks Edit to modify this data, or to document information not previously specified.

Marketing Information Section – Employer Marketing Profile

Staff may work amongst the following Employer Marketing Profile data: • Business Category – Staff selects a value to indicate the nature of business the employer

performs, similar to an industry title. • Lead Source – Staff selects a value that depicts how the Marketing Lead account was first

generated. • Status – Staff selects a value to identify the current standing of the account profile. • Probability – Staff selects a value to rate the likelihood the Marketing Lead status may be

converted to Recruiting employer status. • Revenue – Staff may enter the employer’s annual revenue, if known. • Rating – Staff selects a status to evaluate the employer’s recruitment potential. • Competitor – Staff selects whether the employer is a rival or opponent based on the nature of

business conducted. • Lead Owner – Staff selects the name of the CRM staff person who currently manages the

employer’s needs. Staff clicks Save to secure their edits.



Contact Marketing Profile This section is an extension of the former section, the Employer Marketing Profile. Staff clicks Edit to modify this data, or to document information not previously specified.

Note: When staff clicks to edit the Contact Marketing Profile in Summary view, Virtual OneStop displays both the Employer Marketing Profile and the Contact Marketing Profile in Marketing Detailed view.

Marketing Information Section – Contact Marketing Profile

Staff may work between the following Employer Marketing Profile data: • Influence – Staff selects a value to indicate the level of decision-making influence the contact

person has, and key areas within which this influence may be applied. • Key Contact – Staff selects whether the contact person is a primary asset for the company.


Follow Up This section displays appointments that staff has set for the employer, and enables staff to create new appointments on behalf of the employer. As shown in the sample figure that follows, when staff clicks Add Follow Up, Virtual OneStop modifies the page to display start date/time and end date/time fields for staff completion. This is the quick view to create a follow-up appointment.

Add Follow Up and Advanced Options Screens



Staff may enter this data manually, or click the calendar and clock icons to select dates and times from the pop-up figures, as shown below.

Date and Time Selection

Staff clicks Save to complete their follow up appointment.

Using Advanced Options to Set Follow Ups In addition to creating employer follow ups using quick view, Virtual OneStop also enables staff to set follow up appointments using advanced options. These are the same currently used by staff within the Communications group located on the left navigation menu, which enables staff to enter more detailed information for the appointment, and to invite multiple user types as needed. For more information, see the Add Appointment topic on page 34-21.

Professional Employer Organization Section This feature is not available at this time.

Activities Section This section of the Marketing Lead’s account profile maintains work items and appointments that have been created for the Marketing Lead employer.

Activities Section



By default, Virtual OneStop displays those activities currently assigned to the staff person who’s logged in. By clicking Show Filter Criteria, CRM staff can choose a desired activity type and/or activity status, and click Filter to modify the displayed activities that match the search criteria (see sample figure that follows).

Filtering Activities

To view or edit details of an existing work item or appointment, staff clicks the desired link under the Description column heading. To create a new work item or appointment, refer to the topics that follow.

Add Work Item A work item is a task that CRM staff must perform on behalf of a Marketing Lead employer. Work items can be assigned (and re-assigned) to staff, and can be prioritized based on the importance of the work item. Virtual OneStop displays work items to staff upon system login, just below My Staff Dashboard. The system utilizes a color scheme to differentiate amongst the different priority types available.

Add Work Item Screen

To add a work item, staff performs the following: 1 Clicks Add Work Item. 2 Selects the desired work item category. Values include the following:

Email Face-to-face meeting Mail Phone Call Research Site Visit Webinar/Demo

3 Selects a staff member to whom this work item will be assigned.



Note: For staff to appear in this drop-down list, the system administrator must first set staff roles. For more information, see the Work Item Administration topic in the System Administrator User Guide.

4 Selects the desired work item status. Values include the following:

New On Hold In Progress Closed Review Pending

5 Enters the work item’s due date. 6 Enters the work item’s priority. Values include the following:

Low Medium High Immediate

7 Enters a description of the work item. 8 Clicks to link the work item to a desired contact, if necessary. 9 Clicks Add to save the work item.

Add Appointment Staff may set appointments for the Marketing Lead employers they manage. As discussed in the Follow Up topic on page 34-18, Virtual OneStop enables staff to create a quick view appointment, which offers fewer controls for staff to manage. By contrast, when staff creates an appointment via the Activities section of the Marketing Lead’s profile account, the system offers more comprehensive controls that enable staff to document more detail. To begin, staff clicks Add Appointment. For details, refer to the topics that follow.

Calendar Display Section Because staff is currently managing the Marketing Lead employer, Virtual OneStop provides access to the employer’s appointment calendar (as well as staff’s appointment calendar) to help avoid scheduling conflicts. Staff simply clicks the desired radio button to work between the two, as shown in the sample figure that follows.

Calendar Display

Appointment Information Section 1 Enter the subject of the appointment in the Subject field. 2 Enter a description of the appointment, if desired.

To check the spelling of the description, click the Spell Check link. To remove the description, click the Clear Text link.



Appointment Information

Location Section • Select an Appointment Type from the drop-down list (Phone, In Person – Designated Office, or In

Person – Custom Location).

If In Person – Designated Office is selected, the Workforce Region, Office Location, and Meeting Room drop-down lists will appear.

If In Person – Custom Location is selected, the Custom Location field will open in which staff can enter freeform text to describe the location.

• Staff can indicate their own plan to attend by selecting the I am attending checkbox.

Location Tab Screen

Schedule Section • If the appointment is an all-day event, select the All Day Appointment checkbox. • If the appointment is not an all-day event, enter the Start Date and Time and the End Date and

Time. To have the system send a reminder of the appointment, select an option from the Send Reminder drop-down list (the options are 1 – 4 days prior to the appointment). See the Notifications Options topic that follows for more information.



Sample Schedule Section

Attendees Section Staff can invite other staff members or employers to the appointment and will use the same process for each attendee type.

Note: Because staff is currently managing the Marketing Lead employer, Virtual OneStop automatically displays the company as an employer attendee.

In the Attendees section of the Appointment screen, click the Select [attendee] link. (For instance, to invite a staff member, click the Select Staff link.)

• A Search screen will open; search for the attendee. On the Search Results screen, select the checkbox (es) for the attendee(s) to be invited and click the Continue button. The system will close the Search Results screen and add the selected attendees to the Attendees list automatically.

Attendee Search Results Screen

• To add any of the attendees on the Search Results screen to a new list or an existing list, select the checkbox(es) for the attendee(s) and click the appropriate link at the bottom of the Search Results screen (Save List or Update Existing List).

• To remove an attendee, highlight the attendee and click the Remove link.



Employer Attendee Search Results Screen

Employer Attendee Screen - Removing and Attendee

Notification Options Section Select the option to be used to notify the invitees of the appointment. The Internal Message option is checked as a default. If desired, select an additional notification method from the list displayed. If staff wants to include this appointment on their personal calendar (i.e., Microsoft Outlook), click the Download checkbox.

Preferred Notification Method Option

Marketing Section 1 Select a Client Type from the drop-down list (New Prospect, Current Client, Former Client/Win

Back, or Office/Networking/Training). 2 Enter the meeting number, if this appointment is one in a series of appointments with this

Marketing Lead employer. 3 Select whether the appointment is complete (Yes/No). 4 Select the appropriate result of the appointment (Won, Next Step, Future Prospect, Deal

dead/Not a Good Fit, Meeting Cancelled/No Show, or Drop-Off).



Sample Marketing Section Screen

Click the Save button to save the appointment. The system will send the notification(s) to the invitee(s) automatically.

Attachments Section The Attachments section for the Marketing Lead profile account is designed to work exclusively with the Document Management and Document Imaging modules, both of which are available in Virtual OneStop. Staff can use these features to associate important documents (e.g., business license, state application forms, etc.) with the account profile, as shown in the sample figure that follows.

Attachments Section

Staff may choose from two options to attach documents to the Marketing Lead account profile: • Upload Document – If the desired document is already electronically preserved and available to

staff, they can browse the computer’s file locations (i.e., a thumb drive bearing the document plugged into a USB port) to upload the document. After staff enters document tags for retrieval purposes, the system associates the document with the Marketing Lead employer account.

• Scan Document – If the desired document is available in hard copy only, staff can scan the document to create an electronic copy that can be associated with the employer’s account, as described in the Upload Document option.

For more information, refer to Chapter 30 Manage Documents in the Staff User Guide.



Case Notes Section If staff needs to document important observations regarding the Marketing Lead employer, Virtual OneStop provides a case notes utility to achieve this goal. Staff begins by clicking Add Case Note. The system displays the Case Note Composition screen, which is divided into three sections, as discussed below.

Summary Section The Summary section is read-only, displaying a date/time stamp when staff clicked to create the note. Virtual OneStop also displays the username of the Marketing Lead’s primary contact.

Summary Section

Case Note Details Section Staff performs the following to record case note details:

Case Note Details Section

1 Click to suppress the case note, if desired. Staff creates suppressed case notes to hide sensitive employer information. By design, suppressed case notes are restricted to staff from the same region, or administrator-level staff from outside regions.

2 Enter the date of employer contact, from which the case note builds.

Enter the date manually in MM/DD/YYYY format. Click the calendar icon to choose the desired contact date. Click the Today link to insert today’s current business date.

3 Select/confirm your local workforce investment area (LWIA).



4 Select your office affiliation. 5 Enter a subject for the case note. 6 Choose the appropriate communication mode (Face-to-Face, Telephone, Other, Form Insert,

Fax, Mail, E-mail, Group Session) from which the case note derives. 7 Enter case note details. If desired, format the text using the standard formatting tools provided.

To check the spelling of the description, click the Spell Check link. To remove the case note description, click the Clear Text link. To maintain a basic text style, click the Remove All Formatting link.

Case Note Attachment(s) Section As explained in the former topic, Attachments Section, staff can upload a document that needs to be associated with the Marketing Lead employer account. When staff clicks Add Document, Virtual OneStop enables staff to browse their computer directory to upload the desired document. Staff will be prompted to enter document tags for retrieval purposes before the system associates the document with the Marketing Lead employer account. Staff clicks the Save button to save the case note.

Surveys Section The CRM module enables staff to create online surveys to solicit critical feedback from multiple user types. Using a free-form text entry tool, staff can create simplistic surveys with questions only, or more complex surveys with sections, questions, and questions with a parent/child form relationship. Parent/child questions are grouped together and display dynamically based on the user’s responses.

Surveys Section

From the Surveys Section of the Marketing Lead’s account profile, staff can perform the following: • Review existing surveys – staff clicks a desired survey name link to see the survey as recipients

would. • Add new surveys – staff clicks Add Form. For details, see the next topic. • Manage survey content – staff clicks Form List to choose from multiple options. For details, see

the Managing a Form List topic on page 34-30.

Create New Surveys To create a new survey, staff performs the following:



Create New Survey – Form Details Section

1 Enter the form name in English. 2 Enter the form name in Spanish. This requirement is shown because Virtual OneStop includes

the Spanish Translation module for employers and individuals. 3 Skip Form Type and Form Category items; these are pre-filled for the CRM module. 4 Select the desired Context Type (recipients). 5 Click to Display in user’s dashboard if recipients may access and complete the form using a CRM

widget. Otherwise, staff must distribute the survey via system messaging and email options. 6 Skip Status item; it is pre-filled for the CRM module and can be deactivated later when editing the

survey. 7 Enter the number of days upon which survey completers must redo the survey, if applicable. If

staff enters a value greater than zero, the system will display a checkbox. If staff select this checkbox, Virtual OneStop will send an automated message to the survey completers to remind them of the response deadline.

Staff clicks Save to complete form details for the survey. In response, the system displays two additional sub-sections that staff will complete based on design requirements for the survey. For more information, see the topics that follow.

Survey Section(s)/Group(s) Staff clicks Add Section to divide the online survey into two or more sections. Staff may skip this section if the survey will utilize a single section for one or more questions.



Survey Sections and Groups

When staff enters a section title in English and Spanish, they click Save to secure their edits. Staff can repeat this process for as many sections as they desire. In response, Virtual OneStop prompts staff to add survey questions to the section(s). When staff clicks Add Question, they work from a data entry screen similar to the following figure:

Add Question Screen

By design, each section created by staff in the Question Editor section controls the grouping or order of questions created. When staff select a specific section, as shown above, the questions they submit will be aligned under that section. Additionally, staff must indicate the question type (in terms of the appropriate response), whether recipients must answer the question, and whether the question will actively be displayed on the survey form. The Parent/Child Behavior section of the survey controls how the system will display follow-up questions based on the recipient’s response. In this example, when a recipient working in the Preliminary Information section of the survey provides any type of answer to the Parent Question, “What industry do you work within?”, the system will dynamically update the survey (in real-time) to display the corresponding Child Question, “How many years have you worked in this industry?”, which recipients are required to complete with a numerical response. When staff clicks Save to secure their question(s) for the sectional response survey, they may continue to add more questions under the appropriate section headings until complete.

Non-Classified Questions If staff prefers to create online surveys in a more simplistic, straight-forward fashion, they can skip the Section(s)/Group(s) feature of Online Surveys and immediately construct questions using the Non-Classified Questions section, as shown below.



Non-Classified Questions Section for Existing Survey

Staff works from the same template as shown for the Survey Section(s)/Group(s) topic, but they simply skip those line items (sections and parent questions) as desired. The following figure shows how this existing survey, constructed using the Non-Classified Questions section exclusively, will be displayed to recipients:

Same Survey – Recipient View

Managing a Form List When staff clicks Form List in the Surveys section of the Marketing Lead account profile, the system displays all active surveys by default. As shown in the following sample figure, staff may click Show Filter Criteria to select other criteria (i.e., context type or form name), click Filter, and change the survey list displayed.



Sample Form List

Staff clicks the following links to perform these tasks from this screen: • Edit – used to modify the survey. • Delete – used to remove the survey. • Preview – displays the recipient view of the survey. • Response Analysis – enables staff to view and graph survey responses. • Email – enables staff to send the survey to a desired recipient via system message and email. • Add Form – enables staff to create a new online survey. For more information, see Create New

Surveys on page 34-27.

Contacts List The CRM Contacts List, accessible from the left navigation menu and the CRM widget within My Staff Dashboard, displays all primary and secondary contacts. Staff created the primary contacts when they created Marketing Lead employers. Secondary contacts (associates of the primary contacts) were created by staff or by the primary contacts (Marketing Lead contact) when they logged in to Virtual OneStop. The following figure displays a sample CRM Contacts List:



Contacts List

Staff may perform the following: • Click Show Filter Criteria to select from various information by which to sort the list of contacts.

After selecting filter criteria, staff must click Filter to execute the command.

Contacts List Filter Criteria

• Click a letter (A-Z) by which to sort the list of primary and secondary contacts. • Click a contact name link to manage the account profile. For more information, see Marketing

Lead Account Management on page 34-6. • Click Delete to remove a Marketing Lead contact. • Click Add Marketing Lead to manually create a Marketing Lead employer account. For more

information, see Marketing Lead Account Management on page 34-6.

Marketing Leads The Marketing Leads List, accessible from the left navigation menu and the CRM widget within My Staff Dashboard, displays all primary contacts. By default, the system displays those primary contacts created by the staff user currently signed in to Virtual OneStop, when they created Marketing Lead employers (either manually or through conversion account efforts). To see all Marketing Leads, staff may click Show Filter Criteria, select the desired criteria, and click Filter.



CRM staff can manage the Marketing Leads list essentially the same way they manage Contacts Lists. Refer to the former topic for more information.

Work Items CRM Work Items, accessible from the left navigation menu and the CRM widget within My Staff Dashboard, displays all work items currently assigned to you (my queue), as well as all current work items currently assigned to other staff (group queue).

CRM Work Items (Staff & Group View)

Staff may perform the following from this page: • To view or edit a work item, click the desired work item ID link or Edit link. • To sort the group queue, click Show Filter Criteria. • To remove a work item, click its Delete link. • To create a new work item, click Add Work Item. For more information, see Add Work Item on

page 34-20. • To locate a desired work item, click Search Work Items.

Note: The Work Items Summary link is reserved for future use.



Appointments Staff may click Appointments to view a list of their (follow up) appointments. This resource is available from the left navigation menu, as well as the CRM widget of My Staff Dashboard. The following figure displays a sample staff appointment calendar in Detailed List view.

Staff's Appointment Calendar – Detailed List View

Staff may click to select Calendar view to change the appearance. Staff may also click Add Appointment to create another calendar entry. For more information, see Add Appointment on page 34-21.

Online Surveys This feature, accessible from the left navigation menu and the CRM widget of My Staff Dashboard, displays all current forms (surveys) created within the CRM module. For more information, see Managing a Form List on page 34-30.

CRM Reports Virtual OneStop enables authorized staff to generate reports based on CRM activity. To access this report category, staff selects Reports►Detailed Reports from the left navigation menu. The following figure displays a sample CRM report list:

CRM Report Titles

Regardless of the report title staff chooses, Virtual OneStop will display a filter criteria screen similar to the following figure:



Selection Criteria Screen

When staff selects desired criteria and clicks Run Report, Virtual OneStop will generate a CRM report similar to the following sample figure:



Sample CRM List Report, Month to Date

Staff may click a desired employer name link to access the account profile, or a desired map link to view the employer location on a Google map.

System Login for Primary/Secondary Contacts When the primary contact (Marketing Lead) logs in to Virtual OneStop, they can change their own login information, and establish user privileges for other contacts within the Marketing Lead profile. This is done the same way it is for non-CRM (Recruiting) employers: via the Contacts/Users tab of the employer’s Corporate Profile. When primary and non-primary contacts log in to Virtual OneStop, they have limited access to system resources. Only when CRM staff promotes their account type to Recruiting employer will these contacts have full site access, including recruiting tools to manage job orders, search for and manage candidate resumes, and manage Virtual Recruiter résumé alerts. The following figure displays a sample login for Marketing Leads (and non-primary contacts):



Start Screen for Marketing Leads

Account Management for Primary/Secondary Contacts Primary and secondary contacts (Marketing Leads) with system login authority may use Virtual OneStop to perform many of the same profile edits as staff. Examples include changing mini registration details, worksite locations, and fellow contact profiles. To access these features, Marketing Leads select the following, as shown in the sample figure: Employer Portfolio ► Employer Profiles ► Corporate Profile.



Sample Corporate Profile for Marketing Lead

Authorized Marketing Leads may perform the following:

Function Tab Screen Name Details

Manage mini registration information

General Information See the Marketing Lead Account Information topic on page 34-6.

Manage worksite information Locations See the Add Worksite Locations topic on page 34-12.

Manage additional contacts and their login privileges, if applicable

Contacts/Users See the Add Additional Contacts topic on page 34-13.

Click hyperlinks to access various account information, such as employer appointments

Account Summary This is a resource for Recruiting employers that has been scaled down for Marketing Leads.