OFFICIAL

CRM/FUSION Task Card  

Grant Activity – Adding an Interaction to a Timeline (tracking)

Introduction

Use this Guide

• If you have any interactions related to an executed Grant Activity.
• Note: this includes extending a Grant Activity with current provider.
• Note: use the CRM/FUSION Quick Reference Guide if you are unsure where to track any interaction as per NIAA CRM/FUSION Business and Coding Guide.

Tip: Use the Adobe Bookmark feature within the Task Card to quickly navigate to specific steps.

Overview

As per the CRM/FUSION Business and Coding Guide, any interaction related Grant Activities MUST be added (tracked) to the Grant Activity timeline, this includes CDP.

Exemption; 

Nil

Access Required

• CRM/FUSION Access Roles:
  1. Any in CRM/FUSION

Taskcard Video (MS Stream) ?

Note: If you do not have a CRM/FUSION account or your account has been disabled due to inactivity, please complete a NIAA CRM Access Request or FUSION / Qlik Access Request form through Service Portal. If you are experiencing issues with your access to the systems, then please log a job through the Grants Front Door

How to Access the Grant Activity in CRM/FUSION

Step 1 – Log into CRM/FUSION 

Important: you must use Microsoft Edge   to open CRM.

Tip: you can access the Dashboards (4) under Stakeholder Management from any CRM Area. 

Step 2a – ONE NETWORK, Outlook Sync; Track Appointment or Email to Grant Activity

From Outlook  

Open the Appointment or Email record.

Click the Dynamics 365 plug in (1)  from the command ribbon.

From the Dynamics 365 Plug-in Pop-Up Window (2):  

• Search for the Grant Activity (by Name or Activity ID).
  e.g. 4-BIL689I or Family Empowerment Model on the ….. (3).
• Note: Use the “twisty” to expand more information (4) use icon (5) as guide to ENTITY type. 
• Select the record and wait for Dynamics 365 to confirm “Tracked Regarding” (6).

To update the Interaction go to Step 5 (page 5)
 

Step 2b – ALL USERS Using CRM/FUSION Application (Web Browser)  

1. To access the Grant Activity Entity Record(s):
2. Open the  NIAA FUSION app 

Note: please ensure you use Microsoft Edge for FUSION.

• Search for your Grant Activity in the Search Bar (1). 
  1. Search for the Grant Activity (by Name or Activity ID)
     e.g. 4-BIL689I or Family Empowerment Model on the ….. 
  2. Select the Grant Activity (2) category. 
• Select your Grant Activity (note: End Date should guide you to the current activity) from the search results (3) to navigate to the Grant Activity. 

Step 3 – Navigate to the Timeline 

Navigate to the Actions & Timeline (1) tab.

Note: when selecting GRANT ACTIVITIES you land on the Grant Activity Summary tab and you have to select Actions & Timeline.

Action Items (2) is listed on the left and Timeline (3) is listed on the right.

Note: The tracked Email TEST Email from Step 1a is already on the Timeline. 

Step 4 – Add an Interaction to the Timeline

Select the + (add button) (1) and add the type (2) of interaction:

• Appointment – Meeting (of any size).
• Email - (only Official Network can send emails currently, Protected need to cut and paste, then save as draft).
• Phone Call – Phone call.
• Task – A Task (that is not an Action Item). 
• Note – Internal note about the Grant Activity.

Tip: your screen size and resolution may limit what is visable, you can widen the field by dragging the border.

Step 5 – Update the Interaction

1. Update all mandatory fields marked with *(at least), please update as many fields as possible.
2. Press Save and Close.

Note: While each interaction is different, please use consistent Minimum Standards when coding the Type and Purpose fields for Appointment, Email, Phone Call and Task for reporting purposes.

Note: Any EXTERNAL interaction MUST use TYPE Engagement.

See CRM/FUSION Business and Coding Guide for detailed explanation of these fields (Minimum Standards Section).

Note: for more information on interactions see 06.2. CRM Task Card - Create Interaction.

When tracking an interaction for reporting Purpose “Other” use CRM/FUSION 4 Digit Code (see 5CRM-CRM Agency Codes engagement for your Region/Branch/Team’s code (interactions with “other” are monitored).

Step 6 – Assign, Schedule or Complete the Interaction

From the Timeline (1):

Note: Tasks has a status field option (5).

Note: Appointments have an Appointment Notes field (8) 1,000 characters and a Notes field (9) 1,440,000 characters.

Help and Support

• If you have any business questions relating to this process, please contact Help-CRM@niaa.gov.au
• For guidance material, refer to the Grants Administration Manual on the Intranet.
• For CRM/FUSION Release Notes, refer to the FUSION Release Advices ShareHub folder.
• For CRM access, please complete a NIAA CRM Access Request form through Service Portal. 
• For systems support if you are experiencing issues then please log a job through the Grants Front Door.
• If you require content support with CRM, please contact CRM Helpdesk:
  • *   Help-CRM@niaa.gov.au
  • Å      0400 914 434 (INTERNAL USE ONLY)
  • ·    Monday to Friday 8:30am - 5:00pm (AEST)
  • : Intranet > Our Agency > Our Systems > Customer Relationship Management (CRM)