Sage CRM has screens designed in such a way that it helps the Users with all the important information w.r.t that respective entity screen in a very user-friendly manner. Moreover, the flexibility of Sage CRM to configure the screens as per business requirements has made it even more supportive. One such screen available on CRM platform is the Top Content screen of every entity. These Top content screens of Sage CRM helps to get a quick overview of the respective entity record without having to search for the required information throughout the record’s summary screen. There have also been requirements from the customers who have asked for some additional information in the top content. However, this time we got a requirement where we needed to display the Count of the records in the top content.
One of our Clients using Sage CRM to manage Customer Service of their Business had a requirement of displaying the count of Case/Ticket records on the Top content of the Company record screen. The logic behind displaying the count of records was to get the count of data with an ease for the Customer Service agents while handling the service calls from Customer within CRM.
Thus whenever a Customer service agent would open up the Company record in CRM, he would be able to view the Total number of Cases logged against that respective customer as well as total number of Active case records. Along with this, the number of Cases shown must also get updated whenever a new case record is generated.
We achieved the same with the help of some scripting against a new field. Firstly, we created a new field in the Company entity that would be used to display the count of records.
- Navigate to Administration -> Customisation -> Company
- Create a New Field e.g. comp_dummy
- Mark it as Read-only.
- Navigate to Screens tab under Company entity and open up Company Top Content screen.
- Add the new field created i.e. (comp_dummy).
- Add below script under the Create Script section of the field.
7. Save the Changes and navigate to Company’s Summary screen.
You will find the Total number of Cases as well as the Active number of Cases been displayed on the Top Content area as shown below –
In similar way, you could also display count of Opportunity records or count of Open communications that could give a quick idea of the open records against the Customer.
Thus, when a Customer service executive is on live call with the Client and need to address concern of the customer they will be able to get the proper statistics of all the entity records linked with that particular company record. This would rather be time saving than navigating to individual tabs and filtering out the Total number and Active records.
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