Knowledge Base
First off, let’s take a look at the new knowledge base feature built into the latest versions of the WORK[etc] CRM mobile apps (version 3.1.4 on Google Play for Android users, version 3.1.6 on the App Store for iPhone users). See the screenshots below for details on how to access and use it.
Accessing the new knowledge base module. Click to zoom.The app’s knowledge base is very useful for when you quickly need to refresh your memory about your internal processes, services, or products — especially when you’re out in the field. It’ll also come in handy for getting a new team member up to speed on key company concepts.
If you’re a digital marketer and need to explain to a client what the difference is between a raster image and a vector graphic but can’t quite find the words, for example, you can just whip out your phone and check your company’s knowledge base.
Editing knowledge base articles. Click to zoom.The knowledge base module includes basic editing features, so you can quickly update any and all entries as you go. Note that the web app is still the best option for creating an entirely new knowledge base article from scratch, as it features formatting options not available on the mobile app.
Employee List on Company Contact Details
Another feature that we’ve rolled out in the latest mobile releases lets users see a list of employees on a company-type contact. Now you can just open a company record, immediately see a list of employees, and access their contact details from there.
On both the Android and iPhone apps, the very first view when you open a company contact record shows that company’s branches. On each branch, there will be a link that says “X employees”. Tap the link to expand it and you’ll see all of the members / employees associated with that specific branch.
As you can see in the middle screenshot below (screenshots are from the Android app but the same feature is in the iPhone app), this info also shows up on a person’s contact details under the company or branch with which they’re associated.
Viewing a company’s employees and adding email signatures. Click to zoom.Email Signatures in Android App’s Support Case Module
Version 3.1.4 of the Android app also introduces another often-requested feature: email signatures on the support module.
With one tap, you can now add a little personal flair and a few useful links for your clients (adding a customer portal link is a good idea) to every support case reply you send out using the app.
Plus, as user Ryan Barron pointed out in our Android app release post, your clients will know exactly who they’re speaking to even if you use a generic support@ email address to reply.
Just set the Attach Email Signature field to On when you’re replying to a support case and your email signature will automatically be appended to your reply. Check the third screenshot above for help in finding the toggle.
The default setting has the Attach Email Signature field set to off. You only have to turn it on once; the app will remember your settings. You’ll need to create an email signature on the web app first before you can enable it for use in the Android app.
The option to turn email signatures on is available only on the Android app for now. Email signatures will be included in version 3.1.6 of the iPhone app, which is already being reviewed by Apple. Update: Version 3.1.6 of the OS app is now live.
Additional WORK[etc] CRM Mobile App Enhancements
We’ve also received some reports that duplicate discussion threads were appearing on the Android app’s My Recent Activity list. Instead of the updated thread appearing only once on the activity list, every reply was being added. This issue has been fixed in version 3.1.4 — now your My Recent Activity list won’t end up cluttered by the same often-updated discussion thread appearing a dozen times.
On the iPhone side of the equation, our dev team has fixed an issue on some accounts where contacts were showing up with strikethroughs as though they were inactive. The latest update also now keeps a contact’s password from being reset whenever you edit their details through the app.
