Create / Edit an Email Template

Interaction team

Create / edit an email template

Aim:
The aim of this document is to show how to create and edit email templates in CRM

Creating a new email template

NOTE: For information on when to update a CRM template, please refer to Appendix 1at the end of this document.

Access CRM to create the template *Please note you will need to be logged in CRM as Agent in order to access this NOT Inbox*

To access the templates in CRM, click the drop down for Mailform & Email Management in the list on the left hand side of your page and select Mail Forms as below:

To take into account known issues with formatting of emails, ISS havegiven the following advice for creating new templates (15/5/14):

Search for the Skeleton Mailform template he has created in Mail Form ID - Change the dropdown box selections to “contains” and “Basic”

Copy the Skeleton Mailform template ZBASIC_MAILFORM_TEMPLATE (Basic Mailform Template) as the basis for new template (instructions below)
Amend the new template using the Mailform editor as appropriate OR
Edit any new text in Notepad and then cut/paste the new text from Notepad into your new CRM Mailform

Please keep a note of any new templates you create so that Bob can have a look at them too to check formatting.

Click on New at the top of the results list:

You will need to give your new template aMail Form ID and Mail Form Description. The ID must start with the abbreviation for the relevant service as outlined in the list below and this should then be followed by an underscore and a short description of the template you are creating. (e.g. ACF_PAYMENTS).

The ID must start with one of the following abbreviations:

ACF (Accommodation Finance)

ACP (Accommodation Private)

ACU (Accommodation University)

CAR (Careers Service)

CONGS (Congregations)

EXAMS (Examinations)

FIN (Finance)

GEN(General)

MCD (Old Enquiries Service)

PGA (Postgraduate Admissions)

RSST(Research Student Support Team)

SPS (Student Progress Service)

SWF (Student Wellbeing Finance)

SWH (Student Wellbeing Health)

In Attribute Context select Email Response Management
The subject field should be left blank.

Example:

Type or paste your template into the text boxAmend the new template using the Mailform editor as appropriate OR
As above, edit any new text in Notepad and then cut/paste the new text from Notepad into your new CRM Mailform

Ensure this is in the correct font - Arial 3 (12pt)
If you need to add hyperlinks or attachments to the template, please see following sections. If the template is now complete, click on

Adding a hyperlink

Highlight the text in your textbox that requires a hyperlink
Click on the Hyperlink button
Paste your website link into the URL and Description box and click insert – see below:

If you would like the customer to be able to click on a word or phrase in order to open a link to a webpage, enter this word or phrase into the “description” box.
For example you could put “click here” in the description box and this would open up the link from the URL box when you clicked on that text in the template. See for example:

If the template is now complete, click on

Adding an attachment

Click on the More button and select “Attach File” from the drop down menu:

Click on Browse and find the file that you would like to attach to your template
Click on Open
Click on Add Attachment then
If the template is now complete, click
If adding an attachment, the largest combination of attachments you can send with one email is 9.5mb.

Saving and notifying

Save a copy of the new template to the relevant folder at:

Interaction Team\CRM\Templates and Forms

You will need to create a Word documentcopy and then save to the relevant folder.

Update the spreadsheet:CRM Templates List

(You will need to create a link to the Word template).

NOTE: ITeam templates are reviewed annually, as needed, and in line with any change in deadlines. ITeam are not responsible for updating Functional Team templates.

Editing a current CRM Template

Access CRM Templatesby clicking the drop down for Mailform & Email Management and select Mail Forms. *Make sure you are logged in CRM as Agent NOT Inbox

Search for the template that you would like to edit. You can search by ID or Description.
For a better search in Mail Form ID - Change the dropdown box selections to “Starts with” and add your acronym from the list above on Page 2.

Example:

Select the template that you would like to edit by clicking on the blue description

Make the necessary changes, ensuring the text is in the correct font

Follow previous instructions to paste into CRM and create template

Saving and notifying

Save a copy of the updated template to the relevant folder at:

Interaction Team\CRM\Templates and Forms

You will need to update the Word document and then save to the relevant folder.

Update the spreadsheet:

CRM Templates List

Deleting a current CRM Template

Access CRM Templatesby clicking the drop down for Mailform & Email Management and select Mail Forms.
Search for the template that you would like to delete. See previous description on p5.

Example:

Select the template that you would like to delete by clicking on the blue description – this will open up the template as below.

In the top menu bar click on the dustbin symbol

When dialogue box opens – click Yes to confirm you wish to delete.

Screen will revert to message templates. Your template is now deleted.
Click End to revert back to Identify Account Screen.

Message for Functional Teams

Please E-mail the I-Team at: to confirm the templates you have deleted as we keep hard copy word files as data backups which will also need to be deleted.

Appendix 1: When to update CRM Templates

a)Updating templates on an ad-hoc basis

If, in the course of your daily work, you identify templates that require updating, follow the above instructions and then amend columns ‘G’ and ‘H’ on the CRM Templates List (excel spreadsheet).

b)Monthly Task

There will be a monthly task assigned by the Team Leaders so that we can keep a regular check on the CRM templates which require updates. To do this:

Open CRM Templates List (excel spreadsheet)
Check column ‘I - Update templates/attachments on these dates’
I Team are responsible for all updates highlighted in purple
Look for current dates and update templates and attachments where necessary. If we need to liaise with a functional team, the contact is noted in column ‘F’
Ensure that you also update the hyperlinks where necessary eg. If you have added a new attachment
If date is by month only, we may need to continue chasing these up until the information is available – please add any information about this to the ‘Notes’ column and delete when no longer required
After completing updates, change dates in column ‘I’ ready for next year
Update columns ‘G’ and ‘H’ with your details