Intranet – Evangelization CRM Guide

Updated April 11, 2017

Daily and Weekly Tasks in the CRM

Evangelization should check the following queues regularly:

  • Applications (Evangelization queue)
    • see below for more details about handling Applications
  • Portal Messages (Evangelization queue)
    • these are messages submitted specifically to the Evangelization Office by myAMS users, and should generally be responded to within a day
    • see CRM Basics for more details
  • Corrections (Evangelization queue)
    • these are requested corrections to an installation’s Catholic Ministry Team submitted by the chaplain or CPLC
    • see CRM Basics for more details

Application Submission

Evangelization should typically direct individuals to myAMS if they serve in an installation role that requires approval/certification.

Individual record is created in the CRM:

Candidate self-submits application on myAMS

  1. If a prospect self-registers on the myAMS portal, there will be a corresponding Individual record created for them in the CRM.

or

Candidate is entered by Evangelization

  1. A prospect may be manually entered as an Individual in Salesforce.
    • First search for a duplicate individual, or a duplicate household.
    • If it’s a duplicate individual, add any missing information.
    • If the Household exists, create the individual as a member of the household.
    • If the Household does not, create a new record and that will automatically create a household.

Application Submission

  • After initial portal account creation, an individual starts with the Applicant portal profile, from which they may submit an application. All application types are available from the myAMS Home page (CRE and YM are under the “Installation Ministry” link).
    • For Catechists, Courses may be entered manually as part of the application process
  • An applicant can keep the application in ‘Pending’ status while waiting to complete the app – e.g. finding the CYP certificate for upload, looking for their course information
  • When the application submitted, the status is changed to ‘Submitted’

Review by Evangelization

  1. Applications are visible in the Evangelization Queue.
  2. If any data is missing or looks inaccurate (e.g. if courses/training need to be completed) then change the Status to ‘Missing Information’ and send the applicant an email indicating what information was missing. (Ideally send the email by using the ‘send an email’ button on the Activity History related list).
  3. It will also show up on myAMS as ‘Missing Information’.
  4. The applicant updates the application by finding it on the myAMS Home page and clicking ‘Continue Application’.
  5. If the applicant typed in an installation instead of choosing it from the list, then choose the appropriate installation from the “Installation, Diocese, or Community” (in the popup window, choose the Installation with type “Installation” not “Organization”)
  6. Select the Priest who needs to approve the application in the ‘Priest Approver’ field. (Open a separate tab if necessary to research the installation and the primary chaplain at that installation).
  7. Note: The priest approver should be the primary priest at the installation. If not, this may need to be discussed with the applicant or the priest.
  8. Change the status of the application to ‘Awaiting Priest Approval’.
  9. Email the priest to let them know an application is waiting for their approval. (This will soon happen automatically when the status is changed to ‘awaiting priest approval.’)

Approval by Installation Priest

  1. The priest can review and approve the application online (by clicking the ‘Approve’ link on myAMS Home page), and the status changes to ‘Information Confirmed’
  2. In the rare event that he needs to deny it, he must contact Evangelization (by email or phone or portal ‘Contact AMS’).

Approval by Evangelization

  1. If all data is accurate and priest approval has been provided:
  2. [Necessary?] Accept ownership of the record. (If you do this from the Evangelization queue, it will no longer be visible in that queue and instead will be visible in ‘My Application Queue’)
  3. Change status to ‘Approved’
  4. On the Application record, verify Expiration Date (3 years from date of application approval)
  5. On the Individual record, update the “Initial Issuance of Celebret” and “Date Current Celebret Will Expire” fields, and check the ‘Is a Certified Catechist’ checkbox.
  6. Enter a new assignment for the catechist, entering start date and end date, Service Branch, Service Status, and Service Status Sub-type, Duty Title (‘Catechist’), and adding any details that they provided to Description (e.g. 3rd grade teacher).
  7. If the person is a new catechist, go to ‘Manage External User’ button, View Customer User, and update the portal profile to ‘Catechist’
    • If the Individual was manually added by AMS, choose ‘Manage External User’ and ‘Enable User’. This will send a myAMS invitation to the catechist via email, and when they login using that invitation it will be associated with the proper profile.
  8. Create certificate by clicking ‘Create Letter’, choosing ‘Catechist Certificate’, and choosing output option ’email’ to send it to the Catechist.

Expiration/Renewal

Portal credentials expire on the certification expiration date (Catechist), or contract expiration (CPLC). [VERIFY THIS – WE THINK IT’S THE ASSIGNMENT END DATE]

YM & CRE access expires ? [TO BE CLARIFIED].

Upon expiration

  1. Application status automatically changes to ‘Expired’.
  2. Change the Catechist portal access to ‘Applicant’.
  3. Put an end date on their assignment so the status changes to ‘former’.

Notices

  • Catechist must re-certify every 3 years. Catechist gets automated email notice about upcoming re-certification 6 months in advance and upon the date of expiration.
  • CPLC applies again upon contract extension. CPLC gets notices 2 weeks prior to expiration, upon expiration, and 2 weeks after expiration that their portal access is expiring.
  • CRE & YM [TO BE CLARIFIED]

Renewal

  1. Constituent completes the application for renewal by logging into myAMS, and submitting a new application. Some information will already be in the application based upon the current information on file for them. The full approval process is followed again.
  2. Although a new application is processed, a new assignment is not created. The end date of the existing assignment is simply extended. However, if there has been a break in service (e.g. they did not recertify in time), then a new assignment should be created.

Catechist Courses

CDU

  1. Catholic Distance University sends names of individuals who completed a course, with email address only
    • Manually look up existing Individuals who match those being provided on the spreadsheet from CDU
      • Create new Individual records for those not in the system
        • [METHOD TO BE DETERMINED] Invite them to the portal
      • For existing Individuals, add a new course on the Courses related list

UD/VLCFF

  1. University of Dayton’s “VLCFF” Program (Virtual Learning Community for Faith Formation) sends certificates to AMS with the names and postal addresses of individuals who completed the course
  2. AMS signs and sends the certificate of course completion to each person
  3. [TO BE DETERMINED] Create as contacts? Or just send postal mail?
  4. Create new Individual records for those not in the system
  5. For existing Individuals, add a new course on the Courses related list

AMS provides a course

For courses with expected attendance of more than about 10-15 people, setup the course as an event in the CRM (i.e., a Campaign of record type ‘Event’)

  1. Optionally, create an online registration page using Causeview Action Pages and have attendees self-register online.
    1. Otherwise, manually enter event attendees as Campaign Members.
  2. Take attendance.
  3. Ask Erik to export a list of those who attended. Add the course name and date to the spreadsheet. Import and create a new course record for each Individual.

Reports and Views

Catechists

  1. Views:
    • A list of catechists is available on the Individuals tab, Catechists view
    • A list of catechists who have served at a particular base is available as a related list on the Installation record
    • A list of active catechists is available on the Assignments tab, Catechist Assignments view
  2. Reports:
    • [TO BE DEVELOPED]

CPLC’s

  1. [TO BE DEVELOPED]

Youth Ministers and CRE’s

  1. [TO BE DEVELOPED]

Email

Email a Group – Catechists, CPLCs, or subsets of those

  1. [IN DEVELOPMENT] Intended recipients are added to a segment in Campaign Monitor, or if the segment already exists it is refreshed automatically.
  2. Campaign Monitor is used to draft and send the email.

Track Interactions

  1. Phone interaction with an Individual may be tracked as Activities in the CRM
  2. Email may be tracked in the CRM by either bcc’ing Salesforce when emailing from Outlook, or by sending the email from Salesforce itself
  3. Notes may be entered on the individual’s record. On the AMS Notes related list, enter a note of type ‘General’ for visibility by all AMS staff, or type ‘Private’ for visibility only to the author.