This FAQ addresses some of our most common client questions and where to find more info within our Help Center as applicable.
If you have a question that you would like to add to this list, please let our Support Team know!
Q: What web browser(s) does Marketscape CRM support?
Q: How do I download the mobile app?
Q: How do I update my email address in Marketscape CRM?
A: You can modify your name and email address in your Profile. Note: Your email address is also your username, so this will change what you use to login and where your password reset emails are sent as well.
Q: I know my security questions, why can't I get in?
A: As part of our recent security enhancement, security questions have been removed from the Marketscape CRM application. You can now click the Forgot your password? link on the login page to reset your password when prompted or as necessary.
BOB, ACE & Calendars
Q: How do I associate Accounts and Contacts?
Q: How do I add an event with contacts?
Q: How do I clear my calendar?
Q: How do I mass update my calendar?
A: You cannot mass update calendars in Marketscape CRM. The same concerns with mass updating other calendar applications, such as Gmail or Outlook, would apply here as well.
Q: Can I set an out of office on my Marketscape CRM calendar?
A: You cannot set an OOO in Marketscape CRM directly. This is typically handled through a client’s other internal applications, and we avoid creating opportunities for duplication/re-work when we can! If you do need to carve time out of your Marketscape CRM calendar that is not used for your BOB-facing events, we recommend creating an event with PTO as the subject. Marking this with the Event Type = Other will also prevent having to associate an account or contact.
Q: My calendar is missing on the mobile app; how do I fix it?
A: Try syncing your device when on a strong Wi-Fi connection. If that doesn’t work, please contact our Support Team for further assistance.
Performance & Reporting
Q: How do I edit scheduled reports?
Q: How do I run an expense report?
A: The Expenses section of the Reports tab has many reports to choose from, and you can schedule these reports to be delivered via email. Additionally, records within the Expenses tab can be exported for the month as well.
Q: How do I create a custom report for my referrals?
A: Within Spark, custom reports are called Views. You can create new views in Accounts, Contacts, or Referrals depending on your role permissions. Check out the Views section of our Help Center for recipes on our most frequently requested views!
Q: How do I set admission goals?
Q: What is a reasonable referral goal?
A: Referral goals and needs will vary from client to client. Please work with your Admin and Manager team to establish performance indicators required by your company or reach out to our Support Team to “spark” a strategy conversation!
That said, goals should be timely, based on data-driven insight from your company and relative to the territory in question. For example:
- A Monthly Referral Goal for a large, multi-state territory would be quite different from a strategic or local one. Create a view by State or County to see what Accounts or Contacts are currently in your database, or use market data to identify valuable referral sources and analyze the workload needed.
- Look at the BOB for a particular marketer’s territory using the Advanced AE Summary Report – Compare the Total Accounts assigned to the Accounts without Activity to determine what a user is reasonably capable of carrying over a given set of time.
- Analyze the marketer’s current activity – Where are they spending time now? Could that time be better served elsewhere? Are they able to get through the events on their calendar, or are many being left incomplete?
Q: Why am I seeing double referrals?
A: Your integration is unique to the rules that are set up during your implementation. It is possible, for example, that new records are sometimes created in place of updating existing ones. Please take screenshots or copy the URLs of the doubles that you’ve found and reach out to our Support Team for assistance.
Q: How can I manage my referrals with an integration?
A: Integrating your EHR with Marketscape CRM provides visibility into productivity and ROI by combining your referral data with marketer activity. Once this data is in Marketscape CRM, it is standardized within our dedicated platform so that you can manage all your data consistently through Views, Reports more! If you have a specific question about a referral or would like to work with us on strategy, please reach out to our Support Team to get started!