In this chapter, we will cover:
- What are Smart Tasks?
- Editing existing Smart Tasks
- Creating a Smart Task template
- Adding a Smart Task step
- Changing Smart Task steps
- Putting Smart Tasks on Auto Run
- Running Smart Tasks manually
- Checking the progress of a Smart Task
When ACT! arrived on the scene over 20 years ago it was labeled as contact management software. Simply put, this means that ACT! allowed you to create a group of contacts and associate a variety of activities with them, including notes and activities.
As software evolved, CRM (Customer Relationship Management) software became popular. CRM software takes contact management software to the next level by relying more heavily on automated processes. Workflow is the term generally used to describe the automated process found in CRM software. Sage Software knew they had to step up to the plate and they did just that by adding the new Smart Steps feature to ACT! 2012.
You might find it easier to understand the difference between contact management and CRM software if you contrast ACT!'s traditional Activity Series with the new Smart Tasks feature. Both processes are similar in that they allow you to automatically schedule a series of related activities or steps. Here are some of the subtle yet important differences:
- An Activity Series is based on a target date. Alternatively, Smart Tasks are based on a defined query of field or opportunity information.
- An Activity Series will schedule an ACT! Activity; a Smart Task can automatically send an email.
- An Activity Series can be set to run multiple times for same contacts whereas an option within Smart Tasks allows you to define that it will only run once per contact.
- An Activity Series must be run manually; Smart Tasks can be run manually or be scheduled to run automatically. Smart Tasks can be run automatically based upon completion of the previous step.
Smart Tasks are a series of steps that automatically perform tasks or actions based on contact opportunity or field information. For example you might set up a Smart Task to let you know if you haven't had any contact with a key customer in over 90 days; you might want to receive a notification via email or have an activity schedule to remind you to follow up with the contact.
Smart Tasks can contain more than one step and are organized by creating a template. For example, you might want to send out several emails to a new customer once they've signed on the dotted line.
Working with Smart Tasks is actually a three part process. The entire process is covered in this chapter but for now, here's an overview of the process in its entirety:
- Create a Smart Task template.
- Run the Smart Task—or have the Smart Task set to run automatically.
- Monitor the Smart Task progress.
A Smart Task can run automatically or manually. Automatic Smart Tasks run based on a trigger that specifies when the Smart Task will run and criteria that specifies which records (contacts or opportunities) the Smart Task should include. If a Smart Task is run manually the criteria is ignored and the user has the option to run the Smart Task for all contacts or just the current lookup.
It is important to note that Smart Tasks can only run when your ACT! database is open. Unfortunately, Smart Tasks cannot be added to the ACT! Scheduler and run automatically in the same way that routine maintenance and backups can run regardless of whether or not your database is open. If you're not logged into ACT! when the Smart Task is scheduled to run, the Smart Task won't run.