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CRM 101

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CRM 101

Introduction Welcome to CRM 101. We are pleased to roll out training to all UC Advancement staff and key external users, and CRM

101 is the foundation course for all training activities. In this course you will learn basic navigation and functions of CRM.

As you get started, here are a couple of things to keep in mind:

CRM is very different than Advance. In Advance, you were required to follow a specific series of steps to

access different areas of the database. CRM is more like navigating a website – there are “links” built in

to take you directly to information on different pages.

There are several different ways to get to information in CRM. Use this course as a starting point to

learn about basic navigation; you may discover on your own that there are other ways to navigate CRM

that are more suitable for your own needs.

The transition to CRM will change many of our business processes because CRM has so many more

features than Advance. One of the biggest changes is that we are moving to a decentralized model:

rather than a few key people pushing out important information from Advance to UC and UC

Advancement staff, everyone will now be responsible for logging into CRM to retrieve key information.

As you attend training, please keep this change in mind – depending on your role, you may be

responsible for going into CRM to access information that previously would have been provided to you

by someone else.


CRM 101

TABLE OF CONTENTS Overall Lesson Objectives 4

The Basics 5

Navigation 7

Lesson Objectives 7

Navigation Components 7

Menu Bar 8

Navigation Bar 11

Explorer Bar 13

Customize the Home Page 14

Manage Shortcuts 15

Constituents 17

Lesson Objectives 17

The Constituents Page 17

Constituent Record Types 18

Constituent Search 19

The Individual Record 22

Summary Tiles 22

Constituent Tabs 24

The Explorer Bar 48

Organization Constituents 51

The Organization Record 52


CRM 101

Households 55

The Household Record 55

Revenue 57

Revenue Functional Area 57

Search for a Revenue Record 58

Navigating the Revenue Record 60

PaperSave 63

Committees and Recognition Groups 64

The Committee Record 64

Groups 67

The Group Record 67

Recognition Groups 68

Recognition Program Record 69

Access Recognition Program Information on a Constituent Record 71


CRM 101

Overall Lesson Objectives

After you complete this lesson, you will be able to:

o Log-in, log-out, change your password

o Identify navigation components.

o Identify and access functional areas in Blackbaud CRM.

o Conduct an Application Search.

o Access Help

o Customize the Home page.

o Manage shortcuts

o View a navigation tree.

o Access the Constituents page

o Search for a constituent

o Navigate the tabs on an individual constituent record

o Establish relationships between constituents

o Add notes, media links, and attachments

o Navigate to the constituent pages accessible on the explorer bar

o Navigate the tabs on an organization constituent record

o Navigate the tabs on a group or committee record

o View a household record

o Navigate to the Revenue functional area.

o Describe the different revenue applications.

o Search for a revenue transaction.

o Navigate the Revenue record.

o Access a revenue record’s History page.


CRM 101

The Basics: Logging In and Changing Your Password

Logging in.

CRM is a web-based system. You can log into CRM from anywhere.

To log-on:

1. Enter your log-in.

2. Enter your password.

3. Click login.

Changing your password.

1. After logging in, locate your user name in the upper right hand corner of the screen.

2. Click on the black arrow next to your name for a drop down menu.

4. Click ‘change password’ and follow the prompts to change your password. Select a unique password.

3. Make a note of your new password.


CRM 101

Logging out:

Use the same drop down menu to log out from CRM by clicking ‘log out.’

NOTES


CRM 101

NAVIGATION The purpose of Blackbaud CRM is to manage the relationships and interactions we have with the individuals

and organizations that support our mission and fundraising efforts. The program provides many features to

help you navigate through, access, and share your information.

Navigation Components

Each area of the program shares similar components to help you navigate. These components include the

menu bar, navigation bar, and explorer bar.

Explorer Bar

Menu Bar

Navigation Bar

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CRM 101

Menu Bar

From the Menu Bar you can access the organization calendar add new records, or search for a record or

feature. Depending on your system role, you can also use the Welcome menu to change your password or run

the program as another user.

Application Search

You can use the application search function to find a specific feature, RSS feed, or record. The top of any

application page displays a Find field and a menu of search options.

As you are learning the system, take advantage of this feature to bring you to a page if you can’t remember

how to get there.

To Perform a Search:

1. Enter your search criteria in the Find field.

2. Click the search type on the Search drop down menu.

3. Click the magnifying glass to perform the search.

4. In the search results, click the item you want to open.

Try it: Navigate to the application search. Select ‘application features.’ Type

‘constituent’ and view your results.

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CRM 101

The Add New function can quickly add an organization, individual, payment, or other action available. This

feature is limited to data management team and certain administrators.

The following table identifies the search types available in the Application Search and includes a description of

each.

Search Type Description

All Features search A quick navigational tool that searches pages, tasks, and RSS feeds. To perform a feature search, click All Features in the search menu.

RSS feeds search You can to search for RSS feeds that meet your criteria. To perform an RSS feed search, click RSS feeds in the search menu.

Quick find search You can search for and open specific records. To perform a quick find search, choose a functional area from the search menu.

Help Tab

The Help feature is a tabbed panel that allows Help topics to be accessed directly in while logged into the

CRM. When you click Help, a panel appears from the right side of your screen and can be detached for easy

viewing. The Help Panel displays content specific to your page or screen. The following table identifies the key

topic areas within the help tab and includes a description of each.

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CRM 101

Help Area Description

New Features Highlights new features and changes to existing features. A downloadable guide and related topics are also available here.

Videos Redirects you to help videos available on Blackbaud.com

Knowledgebase Links you to Blackbaud’s support site to search for resources.

Ask the Community Redirects you to help communities available on Blackbaud.com

Clicking the

blue question

mark on the

right side of

the tab opens

the Help Tab.

Clicking here allows

you to move the

help tab pane

around your screen.

Try it: Click the blue question mark to open the help tab. Click to undock it and move it around your

screen.

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CRM 101

Navigation Bar

Functional Areas

The functional areas available in Blackbaud CRM depend on the security rights and systems roles assigned to

you. The following table identifies the functional areas and includes a description of each.

Functional Area Description

Constituents Manage the information related to the constituents who interact with and support your organization.

Marketing and Communications Manage the marketing efforts used to solicit donations. You can also manage communications with constituents.

Revenue Manage revenue transactions received from constituents.

Events Manage information related to the fundraising events you have.

Prospects Manage information about prospects who have the potential to give your organization a major gift.

Volunteers Manage information about the volunteers who voluntarily perform a task or specialized piece of work for your organization without pay.

Foundations Manage the fund grant programs you have identified for potential funding sources.

Sponsorship Manage sponsorship opportunities for constituents.

Fundraising Manage the reasons your organization raises money and how to designate gifts you receive.

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CRM 101

Functional Area Description

Treasury Manage your organization’s bank and account information.

Web Manage your internet presence.

UCF Report Area Preconfigured reports that can be filtered.

Analysis Manage the queries and reports used to analyze the data in Blackbaud CRM.

Administration Manage security rights and system roles for application users. You can also configure certain areas in Blackbaud CRM.

Papersave Set-up to view and save documents.

Interfaces Manage batches for Campus Call.

Workflow Manage the steps included in a process.

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CRM 101

Explorer Bar

Provides tools to add and manage shortcuts to program pages. Depending on the current page, you can also

access related tasks and activities.

Displays recently performed

searches and recently viewed

records and pages.

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CRM 101

Customize the Home Page

If your system role allows, you can customize the default Home page to add and remove tasks.

To Customize the Default Home Page:

1. On the navigation bar, click Home.

2. At the top right corner of the Home page, click Customize.

3. Click Use this layout.

4. In the Functional Area frame, select a functional area. The tasks for the area display in the Task frame.

5. In the Task frame, mark the Show checkbox for the tasks to include on the Home page.

6. Click Save.

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CRM 101

Try It…

Using the instructions above, practice customizing your own homescreen. This will vary based on your system

role.

Manage Shortcuts

You can use the Shortcuts feature to create shortcuts to pages and records that you access frequently. You

can also organize shortcuts in the same manner you customize your Home page.

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CRM 101

There are 2 ways to Add a Shortcut:

1. Open the location you want to save as a shortcut.

2. On the explorer bar, click the Add this page to shortcuts link.

Or:

1. From the Shortcuts menu on the explorer bar, click Manage my shortcuts. The My Profile page

displays.

2. Click Add a task.

3. In the Functional area frame, select the functional area containing the task(s) to which you want to

link. All task display in the Task box frame on the right.

4. Mark the checkbox for each task to which you want to create a shortcut.

5. Click Save.

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CRM 101

CONSTITUENTS Constituents are the individuals and organizations who support your mission and fundraising efforts.

Constituents can be donors, board members, volunteers, trustees, corporations, businesses, foundations,

major donors, prospects, or event attendees.

Constituent records in Blackbaud CRM allow you to manage relationships and interactions with each of your

constituents. Data from constituent records are used to process and analyze reports, mailings, and exports.

These processes and analyses help you cultivate a relationship with your constituents.

The Constituents Page

On the Constituents page, you manage all aspects of your constituent records.

NOTES


CRM 101

The following table lists the task groups available and includes a description of each.

Task Group Description

Constituents Search for constituent records and display an interactive map to view constituents by geographical locations.

Individuals and Households

Add individual, household, or group constituent records.

Committee Search for and add committee constituent records.

Organizations Search for and add organization constituent records.

Recognition Manage recognition programs, constituent recognition processes, and tributes.

Maintenance Perform batch entry and searches, manage duplicate records, and review recent constituent data changes.

Configuration Configure global constituent settings such as auto match criteria, constituencies, group types, household settings, life changes, relationship settings, and title code defaults.

Reports Generate and print constituent profile, recognition credits, and tribute reports.

Constituent Record Types

Blackbaud CRM has five distinct constituent record types. The table below identifies the constituent record

types available and includes a description of each.

Record Type Description

Individual The people, including donors, who support your organization’s mission or interacts with your organization in other ways.

NOTES


CRM 101

Record Type Description

Organization Companies and businesses that support your organization’s mission or interacts with your organization in other ways.

Groups Associate individuals or organizations as members of a group for managing and reporting purposes.

Committees A group with additional privileges to plan events, set financial fundraising goals, and set non-financial committee goals

Households Related individual constituents who live under the same roof.

Constituent Search

Use the search screen to find constituent records.

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CRM 101

To Search for a Constituent Record:

1. On the navigation bar, click Constituents.

2. In the Constituents task group, click Constituent Search.

3. Enter the constituent name or other known information in the data fields. You can use wildcard

characters to replace part of your search phrase:

o Asterisk (*) or percent sign (%) take the place of one or more characters

o Question mark (?) or underscore (_) takes the place of an individual character

4. Click the expand icon next to Show advanced search options to select advanced search options.

5. Click Search to begin the search.

o Click Clear to remove all criteria and begin a new search.

6. All results that meet your search criteria display in the grid. Click the constituent name in the results

to open the constituent’s record.

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CRM 101

Try It…

Open the consitituent search screen and follow the instructions listed above to search for a constituent.

Search for Paul Abbinante. Open the record.

NOTES


CRM 101

The Individual Record

On the individual record, you can view information related to an individual constituent.

Summary Tiles

At the top of the record, profile information about the constituent appears in a series of summary tiles.

Below are some general tile functionality:

o If you have rights, you can add and edit constituent information from the tiles.

o You can navigate to tabs on the record.

o You can navigate to another constituent.

o You can customize the titles that displays and rearrange the order.

Tabs to view

and

navigate to

additional

information.

Explorer Bar

Profile Information

about the constituent

displays on summary

tiles.

NOTES


CRM 101

To Customize the Summary Tiles:

1. Open the constituent record.

2. Click Customize tiles.

3. Select the summary tile to view for all records of this type.

a. To include a tile, use the arrows to move the tile name into the Show titles in this order list.

b. To exclude a tile, use the arrows to move the tile name in the Do not show these tiles list.

4. Under Show tiles in this order, you can change the order of the tiles.

a. Select a tile and then use the up and down arrows to move the title into the order you want.

5. Click Save.

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CRM 101

Above the summary tiles, the record type, lookup ID, and active constituencies are always visible. Important

notifications, such as deceased status, also appear above the tiles.

Constituent Tabs

The constituent record also contains multiple tabs to help you navigate, view and manage additional

information about the constituent. Your system role, site and security rights will determine what tabs you are

able to see.

Below are some general tab functionality:

o Tiles and tabs are linked. When you click a link on a title, the related tab opens. When you add or

edit constituent information in a tile or tab, the related tabs and tiles automatically updates.

o You can drag and drop tabs into any order you prefer. This order is saved the next time you open a

constituent record.

o Most tabs have second-tier tabs inside that groups like information and makes it easy to navigate

the record.

Note: Your roles and responsibilities will dictate what functions you are able to access and view within the

system.

NOTES


CRM 101

The table below lists the tabs available on the individual constituent record with a description.

Tab Name Second-Tier

Tabs Description

Summary N/A Displays an overview of an individual constituent,

including revenue summary, recent and upcoming communications and activities.

Contact N/A View and manage the constituent’s contact information,

including addresses, phone numbers, email addresses, and social media accounts.

Personal Info. Personal

Constituencies

View and manage personal information about a constituent such as the nickname, maiden name, birth date, website, interests and constituencies.

Relationships

Relationships

Group Members

Relationship Tree

Extended Relationships

Committees

View and manage the familial, social, or professional associations of constituents, including information about the groups or household the constituent is a member of.

Revenue

Revenue Summary

Revenue History

Recognition

Recognition Summary

Recognition History

Gifts Tributes

Accounts

View a snapshot of a constituent’s revenue information. The tab contains multiple second –tier tabs to help you navigate through the information.

Memberships – not being used at this time

N/A View and manage information related to the constituent membership programs.

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CRM 101

Tab Name

Second-Tier

Tabs Description

Volunteers – not being used at this time

General

Availability

Timesheets

Awards

Documentation

View and manage volunteer information for the constituent. The tab contains multiple second –tier tabs to help you navigate through the information.

Prospect

Prospect Summary

Plans

Prospect Team

Planned Gifts

Funding Interests

Campaigns

Prospect Manager History

View and manage major giving prospect information for the constituent. The tab contains multiple second –tier tabs to help you navigate through the information.

You will only see this tab if the constituent is identified as a prospect and given this constituency.

Fundraiser

Pending Activity

Fundraiser Summary

Prospects and Plans

Grants

Planned Step Summary

Completed Step Summary

Prospect Summary

Opportunities and Asks

Opportunity

Campaigns

Research Requests

Prospect Requests

Allow fundraisers to view and manage all aspects of the prospects in their portfolio. The tab contains multiple second –tier tabs to help you navigate through the information.

You will only see this tab if the constituent is identified as a fundraiser.

Online Info – not being used at this time

Online Info Summary

Web Traffic

View the constituent’s online activity. The Online information link displays after you download and commit a sign-up request or user profile update for a constituent from your website.

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CRM 101

Tab Name

Second-Tier

Tabs Description

Education N/A View and manage information related to any higher

learning institutions a constituent attends or attended.

Documentation & Interactions

Documentation Summary

Constituent Documentation

Interactions

Surveys

View and manage documentations, interactions and surveys for the constituent.

Communications

Communications

Appeals

Preferences

Newsletters

View a snapshot of your organization’s communication with the constituent and view and manage the constituent’s communication preferences.

History History

Origin

View the changes and revisions made to the constituent record, including the origin of the record.

Sponsor – not being used at this time

Sponsorship

Transactions

View and manage sponsorship information for a constituent. The tab contains multiple second –tier tabs to help you navigate through the information.

Attributes

N/A View and manage constituent attributes. Constituent attributes store specialized information about a constituent when a field or tab is not available for that information.

Events N/A

View the constituent event registration.

Smart Fields N/A View smart fields that provide quick access to specific,

calculated information.

Security N/A View and manage the security groups and sites he

constituent belongs to.

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CRM 101

Tab Name

Second-Tier

Tabs Description

Region Codes N/A

Code related to constituent’s geography.

Summary Tab

The Summary tab displays an overview of an individual constituent. The following table identifies the frames

available and a description of each.

Frame Description

Revenue summary Displays information about the total giving received from the constituent. If the constituent is a member of a constituent household, you can also view the total giving received from the household.

Recent revenue Displays the most recent revenue transactions received from the individual.

Recent and upcoming activities

Displays the most recent or pending interactions or activities associated with the constituent.

Recent and upcoming communications

Displays the most recent or pending communications associated with the constituent.

Can you find…

How much did Paul Abbinante give in December of 1996? What is the date of his most

recent gift?

NOTES


CRM 101

Contact Tab

On the Contact tab, you manage the constituent’s addresses, phone numbers, email addresses, and social

media accounts.

Try it: Navigate to Paul Abbinante’s record. What addresses

are listed for Paul? How many phone numbers does he

have?

NOTES


CRM 101

Personal Info Tab

On the Personal Info tab, you can view and manage personal information about the individual constituent.

The following table identifies the second-tier tabs available, and includes a description of each.

Tab Description

Personal

View and manage personal information about the constituent including. nickname, maiden name, birth date, website, interests, demographics (including ethnicity), and alternate look up IDs (such as from legacy systems).

You can also manage name formats used on correspondence mailings, and add aliases, including former names, acronyms, and alternate names.

Constituencies You can view and manage the constituencies the constituent has with your organization.

Try it: Can you find….

Paul Abbinante’s age? What is his date of birth? Where did you find this

information?

Now search for Carol C. Clinton. Is she married? Has she been divorced?

Search for Barbara S. Smith. What is her nickname?

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CRM 101

Name Formats

The name formats frame shows different addresses and salutations for communicating with a constituent. The

Data Management Team can add multiple addresses and salutations for communicating with a constituent

and can also designate a name format as the primary addressee or salutation.

Primary addressee: how the constituent requests to be addressed on envelopes and labels.

Primary salutation: how the constituent requests to be greeted in communication.

Constituencies Tab

Constituencies define the affiliations constituents have with your organization. A constituent can have

multiple constituencies that can start, end, and overlap. You can use constituencies to define these

relationships and group similar constituents in queries, mailings, and reports.

Find it…

What is the formal joint salutation on Paul Abbinante’s record?

NOTES


CRM 101

Constituency Types

Blackbaud CRM provides several system-defined constituency types. Some can be manually added to

constituent records, and some are added automatically by performing certain tasks.

Constituency types carry meaning with them and they matter because they unlock additional functionality in

the database. As noted in the image above, clicking on them takes you right to the page in the system where

the additional information lives.

Most constituencies are self-explanatory (e.g., Board Member, Event Registrant, etc.). In CRM we are able to

customize constituencies to meet our unique needs. These constituencies are referred to as “user-defined.”

This is a list of constituencies that UC Advancement created for our system is listed in the table below.

These constituencies are like

hyperlinks; you can click on

them to take you directly to

those pages in the system.

NOTES


CRM 101

Constituency Type

Definition

Donor Gave in the last 3 years

Loyal Donor Consecutive gifts for three or more years

Recognized Donor Member of recognition society

Major Donor Gifts of Pledges of $100,000+

Employee UC Advancement Staff

Staff UC Staff

Examples:

If you open a constituent record and see ‘Donor’ then it means they have given in the last three years.

If you see ‘Loyal Donor’ they have given for three consecutive years.

Staff means they are a UC but not Advancement staff member.

Employee means they work for UC Advancement and not for UC.

When you click on certain constituencies, typically donor, prospect, and fundraiser, it changes the way you

view the constituent in the system. This is known as the “constituent view” and is something to be aware of in

the system.

Try It:

1. Search for the following constituent by number: 0005029352. What constituencies does

this individual have? What do those constituencies mean?

2. Search for S. Jay Stewart. What constituencies does he have?

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CRM 101

Relationships Tab

Relationships are familial, social, or professional associations for the constituent. A relation must have a

constituent record in the database.

Relationship Information is tracked on multiple second-tier tabs. The following table identifies the second-tier

tabs available, and includes a description of each.

Tab Description

Relationships View and manage the relationships and employment history for the constituent.

Group Members View information about the groups or household the constituent is a member of.

Relationship Tree View a relationship tree of a hierarchal view of the constituent’s relationships entered on the Relationship tab.

Extended Relationships View organization with a confirmed relationship with the constituent. View all relationships identified by WealthPoint for an individual constituent, constituent group, or households.

Committees View information about the committees the constituent is a member of.

Individual Relationships

Individual relationships are the people with whom the constituent is associated including spouse, friend,

family member, or business associate.

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CRM 101

Primary Relationship Tab

On the Primary Relationships tab, you identify the related individual, determine the relationships each

constituent has with the other, and administrators can choose how to apply recognition credits for the

relationship you are adding.

Additional Relationships Tab

On the Additional relationships tab, you can define the relationships between the individual and the

additional members of the household.

Try it:

View the relationships on S.J. Stewart’s record. How many relationships appear?

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CRM 101

Organization Relationships

Organization relationships are the businesses, foundations, agencies, and other organizations that have an

association with the constituent.

Group/Household Relationships

A group or household relationship is the relationship a constituent has with a group or household record.

Having a relationship with a household or group does not mean the constituent is a member of the household

or group. A constituent may have a relationship with a group because he provides a service, but he may not be

a member of the group.

A household may have a relationship with another household because they are neighbors. The neighbors are

not members of each other’s household, but the two households have a relationship with each other.

Relationship Tree tab

The Relationship Tree tab displays all of the constituent’s relationships entered on the Relationships tab. You

can view each relationship or view all relationships for each entry in the relationship tree.

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CRM 101

Revenue

The Revenue tab displays information about revenue (previously called gifts) associated with the constituent.

You can also view the constituent’s recognition defaults (explained more thoroughly in Recognition Groups).

Note – this is a major change – “revenue” is what we typically call “gifts”. As explained later, the tab called

“gifts” only applies to matching gifts and planned gifts.

Revenue Information is tracked on multiple second-tier tabs. The table below identifies the second-tier tabs

available, and includes a description of each.

Clicking the “+” next

to the names will

display additional

relationship

information.

Second tier tabs that

display additional

revenue information.

NOTES


CRM 101

Tab Description

Revenue Summary

Displays a cumulative summary of a constituent’s revenue. For an individual constituent associated with a household, it displays the total giving balance for the individual and the household the constituent belongs to.

Revenue History

Displays a history of all the revenue items received from the constituent. Revenue detail information displays in the grid.

You can view the record of a transaction associated with the constituent. In the grid, click the revenue type name for the revenue you want to open.

See more information below.

Recognition Displays the recognitions the constituent has achieved, the recognition levels the constituent has specifically declined to be included and the history of the naming opportunities associated with the constituent.

Recognition Summary Displays a cumulative summary of a constituent’s recognition credits. For individuals associated with a household, you can view the total recognition credit for the individual and for the household.

Recognition History

Displays the history of the recognition credits associated with the constituent’s gifts to your organization. For constituent households, you can view information about the recognition credits for both the household and its members.

Gifts View planned gifts and matched gifts of the constituent.

Tributes View and manage tributes for the constituent.

Accounts View and manage the constituents’ financial institution account information. This account information helps ease monetary transactions between your organization and the constituent.

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CRM 101

The revenue tab for a constituent is a place where you will see additional functionality built into CRM – summary

information provided right on a constituent’s record. For example, on the Revenue History tab, you can search and filter

by revenue date, type, designation, and more.

Try it:

Navigate to Jay Stewart’s ‘Revenue history’ tab on his constituent record. Use the filters and search for all

revenue from him for the specific date range of January 1, 2010 through the present. How many results

display?

Reset the search criteria. Under ‘Type’ filter for Pledges. How many results display?

Where would you look if you needed to find whether Mr. Stewart has any matching gifts? How many show

up?

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CRM 101

Prospect Tab

The Prospect tab displays several second-tier tabs that contains information to help you track prospect

information for potential major donors to your organization. You can add, edit, and delete information from

the tabs.

Not every constituent is a prospect. You will only see this tab if someone is given the constituency of prospect.

This tab then “unlocks” additional functionality related to the constituent as a prospect.

To navigate to the prospect tab, there are different options:

Click on the blue prospect tab.

Click on the ‘Prospect’ in the list of constituencies under the constituent’s Lookup ID.

Note: Complete information regarding this tab and functionality is covered in the prospect development

training for development officers and other relevant staff.

Education Tab

On the Education tab, you can store and view information regarding any higher learning institutions a

constituent attends or attended and other education-related information.

As many of our donors are alumni, this will show important information including college, graduation year,

degree, etc. This is all found by clicking the chevron next to school name.

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CRM 101

Try it: Navigate back to Jay Stewart’s record. Is he an alumnus of UC? What college(s) did he graduate from

and what degree(s) did he earn?

Documentation & Interaction Tab

On the Documentation & Interaction tab, you can use second-tier tabs to manage helpful and interesting

information about your constituent.


The chevrons allow you to expand

and collapse additional information.

The Education tab is the place to find information

about whether a constituent is an alumnus, when

they graduated, which college they attended,

degree(s), etc.

Time saving tip! Remember constituency codes? Alumnus is a

constituency code – clicking ‘alumnus’ on the constituent’s record will

take you directly to the education tab of their record.

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CRM 101

Tab Description

Documentation Summary View and edit all note information in the database related to this constituent. When you edit existing note information from this location, the related functional area is also updated.

Constituent Documentation

View and manage notes, media links and websites.

Surveys View the surveys your organization has sent the constituent or the constituent has participated in. You can manage information about the survey such as related constituent responses and documentation.

Interactions View and manage interactions and responses for the constituent.

Notes

Notes allow you to create separate categories or types of notes and assign security to the information they

contain based on the notepad type. You can view existing notes on the constituent record by clicking the

chevron next to the note.

When adding a note, the system will default to the user as the author.

To Add a Note to a Constituent Record:


2. Select the Documentation & Interactions tab.

3. Select the Constituent Documentation second-tier tab.

4. On the action bar, click Add note.

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CRM 101

5. On the Add a note window:

Select the note type.

Enter a title and date.

Enter your name as the author.

Enter additional information in the Notes field.

6. Click Save.

Try it:

Jay Stewart received the Citizen of the Year award this month in Naples, Florida. Add this as a note to his

record.

Attachments

Attachments allow you to attach items including a contract, bio, and newspaper article to the constituent

record.

To Add an Attachment to a Constituent Record:

1. Open the constituent record on which to add an attachment.


3. Select the Constituent Documentation second-tier tab.

4. On the action bar, click Add attachment.

5. On the Add an attachment window:

Select the type of attachment.

Add a title and date.

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Enter your name as the author.

Attach a file.

6. Click Save.

Interactions

Interactions are specific communication activities and actions your organization takes to build a relationship

and secure a donation from a constituent. You can manually add interactions associated with a constituent.

To Add an Interaction:



3. Select the Interactions second-tier tab.

4. On the action bar, click Add.

5. On the Add an interaction window complete the fields:

In the Summary field, enter a short summary to help identify and describe the objective of the

interaction.

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In the Status field, select whether the interaction is complete or pending.

Enter a date when the interaction will take place and select a contact method.

Complete any other applicable fields and options.

6. Click Save.

Try it:

Barbara S. Smith recently sent an unsolicited gift of $2,500 to your college. Find her record and add an

interaction that reflects that you sent her a handwritten thank you note last Friday.

Communications

On the Communications tab, you can view the various communications and appeal mailings sent to the

constituent.


Tab Description

Communications View all mail and email communication your organization has with the constituent.

Appeals View and manage information about each appeal, such as it date, mailing, and the constituent response to the appeal.

Preferences View and manage the communication preferences for the constituent.

Newsletter

If your Blackbaud CRM solution includes Blackbaud Internet Solutions, you can view information about the online newsletters your organization sends to the constituent. The Name column lists the names of the newsletters sent to the constituent.

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Communications Tab

The Communications tab displays the various forms of bulk communication your organization has with the

constituent. These communications might include newsletters, revenue receipts and acknowledgments, and

event invitations.

For each communication, you can view the date of the communication, its type, and whether the constituent

responded to the communication.

Appeals Tab

The Appeals tab displays the appeal mailings your organization sends the constituent. Appeals are planned

efforts your organization performs to contact constituents and generate gifts.

Preferences Tab

On the Preferences tab, you can manage the communication preferences for the constituent. Communication

preferences help ensure your organization communicates with constituents in ways they prefer.

Solicit Codes

Solicit codes provide a convenient method for flagging constituents as “exceptions to the rule” for your

fundraisers. These codes tell you there are certain rules to follow when communicating with the constituent.

Examples of solicit codes include:

o Summer mailing only

o One solicitation annually

o No mail temporarily

Mail Preferences

Mail preferences allow you to define specifics about how a constituent wants to receive mail.

Rather than set mail preferences separately for each mail type, you can set mail preferences for all the mail

types. When you set a mail preference for all mail types, existing mail preferences are replaced with this mail

preference.

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History

The Constituent History tab displays an audit of the changes made to the constituent record.

On the History tab, you can view the changes and revisions made to the constituent record.

On the Origin tab, constituent origin information is used to track the source of the constituent record. If a

constituent comes to your organization as a volunteer, you might assign the constituent a source of

“Volunteer.”

Attributes Tab

On the Attributes tab of a constituent record, you can view and manage constituent attributes. You can use

attributes to store specialized information about a constituent when no field or tab exists for that information.

You can query on attributes to gather constituents who share a common characteristic.

Events Tab

Displays events a constituent has attended with links to the registration information and event page.

Smart Fields Tab

Smart fields provide users quick access to specific, calculated information that otherwise would require time

and the configuration of queries and reports to view.

Security Tab – for administrators only

On the Security tab, administrators can view and manage the security groups and sites the constituent

belongs to. Security groups allow you to secure constituent information. You can then establish different roles

and apply a different security group to each role.

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Site security allows you to restrict access to a constituent record to the users associated with assigned sites. In

the Sites frame, you can view and manage the sites assigned to the constituent.

Task Groups on the Explorer Bar

When a constituent record is open, the explorer bar displays several task groups.

Each task group contains page tasks that allow you to perform tasks, access additional information about the

constituent, and run reports. The following table identifies the task groups available and a description of each.

The tasks associated with adding or editing information will be limited to data management team and

administrators.

Page Tasks

display

under the

“Tasks”

heading.

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Task Group Information

Tasks

On an individual record, you can delete a constituent, add a spouse, remove a spouse, edit the lookup ID, and link a user to a constituent.

On an organization record, you can make the constituent inactive, delete the constituent, or edit the lookup ID.

More information You can view wealth and ratings and web dashboard pages.

Reports You can run a constituent profile report that includes an assortment of detailed constituent information.

Wealth and Ratings

The Wealth and Ratings page displays wealth data gathered for a constituent.

Quickly access

recent searches

and recently

accessed pages

and records from

the Explorer Bar.

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To Access a Constituent’s Wealth and Ratings Page:

1. Open the constituent’s record.

2. On the explorer bar, click Wealth and ratings.

The following table identifies the tabs available and a description of each.

Tab Description

Wealth Summary

Wealth summary frame

Summarizes all data contained on the Affiliations, Assets,

Biographical, and Giving tabs in an organized, easy-to-read

format.

Giving capacity frame

Displays general information about the constituent’s wealth

capacity, including the formula used to determine the

capacity and an Asset distribution chart. You can indicate

if the information is confirmed or unconfirmed.

Research details frame

Displays research status, prospect manager, and a research

summary. The research summary is a free text field where

the researcher can write a summary of the research results

for the prospect.

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Tab Description

Model Scores

Contains an integrated analytics tool that helps identify the prospects most likely to give a gift to your organization.

It helps your organization predict actions, including planned and recurring gifts, membership renewals, and which constituent will become a major donor.

Assets Houses real estate, business, securities, and other asset ownership information, in addition to income and compensation data and wealth indicators.

Giving Houses the prospect's giving information, such as donations to your organization, philanthropic gifts to other organizations, and political donations.

Affiliations Houses information about the prospect's non-profit and foundation affiliations, in addition to network connections and constituencies.

Biographical Information

Houses personal information, such as name, marital status, and gender; along with contact information, relationships, interests, and education.

Organization Constituents

Organization records track information about the companies, businesses, associations, schools, clubs, and

foundations associated with UCF.

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The Organization Record

Much of the information on organization constituent records is organized on tabs. The following table

identifies the tabs that are specific to an organization record with a description of each.

Tab Second-tier

tab Description

Organization info

Organization

Constituencies

Manage the organization details, demographics, matching gift conditions, alternate lookup IDs, and interests. Manage aliases acronyms, alternate names, and constituencies.

Corporate Info View information about the revenue, employees, or

prospects plans of organizations in the Corporate structure hierarchy.

Relationships Relationship

Relationship Tree

Track individuals and organizations the organization is associated with.

Organization History View and manage parent and corporate merger

history information.

It is very common to see alerts on

organization records.

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Organization matching gift information is included on the organization record. An organization that matches

gifts may have several types of matching gift conditions, and the details for each type may differ.

You can view matching gift information on the ‘Gifts’ sub-tab on the organization’s revenue tab.

Try It:

Navigate to the organization record of Fifth Third Bank with the Lookup ID of 0000000019.

How many notes are on this record?

How many pledges were made in last fiscal year, and for what?

Have they matched any gifts?

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Contact Relationships

Organization-specific contacts are tracked as relationships on the organization record. The image below shows

an example of a relationship tree for an organization.

Subsidiaries are

displayed in the

relationship tree.

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Households

The purpose of a household record is to group constituents so that you can track the activities and giving of

family members living under one roof. At this time, while households are visible, they are not being actively

used. They can be a good resource to view cumulative giving of husband/wife.

The Household Record

The following table identifies the tabs that are specific to a Household record and includes a description of

each.

Tab Second-tier

tabs Description

Summary N/A Displays an overview of a household constituent,

including the revenue, activities, and household members.

Members N/A View and manage all members of the household.

Details Details

Constituencies

View and manage data including demographics, alternate lookup IDs, interests and constituencies.

Relationships Relationships

Relationship Tree

View and manage individuals and organizations with whom the group is associated.

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REVENUE FUNCTIONAL AREA

Revenue represents your charitable donations and other non-charitable income. You receive contributions as

payments, pledges, and fees from your constituents.

Note: revenue in CRM is what we traditionally have called gifts at UC Foundation. In CRM, “gifts” refers to

matching gifts and planned gifts only.

The Revenue area in Blackbaud CRM contains tools to help you track the source of revenue, apply revenue to

your various fundraising purposes, and run reports that describe your fundraising progress and analyze giving

trends.

On the Revenue page you can search for revenue transactions, add revenue transactions, manage matching

gifts, process electronic payments, post to a general ledger, and perform pledge write-offs. You can also run

revenue reports and update configuration options. The tasks that display depend on your security settings.

Navigate to the Revenue Functional Area

Click on the Revenue tab on the blue navigation bar. You may click ‘Revenue’ to open the revenue functional area, or

click the arrow for a drop-down to navigate directly to a specific page in the revenue functional area.

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Search for a Revenue Record

You use Transaction Search to find and view revenue records.

Types of Revenue

Application Definition

Donation A single, one-time payment in the form of a gift to your organization.

Pledge A promise to make a specific total amount donation that can be paid in single or multiple payments.

Recurring Gift A set amount of revenue donated at specified intervals.

Matching Gift Claim Represents a constituent’s claim that an organization will make a donation based on revenue given by the constituent.

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Application Definition

Event Registration A payment may be applied toward a registration fee for an event.

Membership A payment may be applied toward a membership registration or renewal fee.

Planned Gift A philanthropic gift that is funded either during the donor’s lifetime or after his or her death. The gift is part of a larger estate-planning process where the donor decides how certain assets are distributed.

Grant Award A payment may be applied toward a grant award.

Donor Challenge Claim

A fundraising tool to help increase support for a specific cause. A major donor or corporate sponsor can pledge a large sum to challenge the organization to raise a specific amount from other donors.

Currently not active for UC Foundation.

Other Other is used to apply a payment to other items such as Merchandise sales or a deposit.

To Search for a Revenue Record:

1. On the navigation bar, click Revenue.

2. In the Transactions task group, click Transaction search.

3. Enter criteria to search for the revenue record.

a. Click the Show advanced search options link to display additional filter options.

b. Click Search.

4. In the Results grid, click the name hyperlink of the constituent to open.

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Try It…

Open the revenue transaction search page. Search for a payment from Donita S. Parrish on April 17, 2015. How much did she give, and what were the designations?

Search for a payment from Jeffrey Ackerman in July 2015. How much did and he give and where was it designated?

Navigating the Revenue Record Revenue records contain summary information about each revenue transaction your organization receives,

including payments, pledges, or recurring gifts. The tabs that display depend on the revenue transaction type.

The following table identifies the tabs available and includes a detailed description of each. For those not in

finance or on the data management team, only a basic understanding of this information is necessary.

Tab Description

Details

Displays on revenue records for payments, pledges, and recurring gifts. The frames that display depend on the transaction type.

o The Details frame displays information about the revenue, including the original revenue amount and the associated appeal.

o The Application details frame displays each application of the revenue and the designation, revenue category, and recognition credits associated with the application.

o The Designations frame displays detailed information about the designations where the pledge or recurring gift revenue is applied.

o The Payment information frame displays when automatic payments are set up for the pledge or recurring gift revenue. It also displays additional information about the payment method.

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Tab Description

Solicitors

Displays the solicitors who receive credit for the revenue and the amount each receives. You can edit the solicitor information and view more information about a solicitor who receives credit for the revenue.

You access this tab differently based on the transaction type:

o For payments, on the Details tab in the Application details frame, click Go to revenue to view the Solicitors tab.

o For a pledge, recurring gift, matching gift claim, or planned gift, the Solicitors tab displays next to the Benefits and Recognition tabs.

Recognition

Displays the recognition associated with the revenue transaction.

o The Recognition credits frame displays information about constituents who receive recognition credit for the revenue, including how much of the revenue is credited to each constituent.

o The Named recognition frame displays information about the naming opportunities associated with the revenue transaction.

Campaigns View and manage the campaigns associated with the revenue transaction.

Business Units Displays for recurring gifts, pledges, and donation payments. Manage the business units you want credited with the revenue commitment. You also determine the amount of the revenue each business unit should be credited with.

Installment/Write-off Activity

Displays on pledge records.

o The Installment activity frame displays information about installments of a commitment, including payments and write-offs.

o The Write-offs frame displays information about write-offs applied to the transaction.

Activity

Displays on recurring gift records.

o The Activity frame displays information about activities associated with the recurring gift, including payments and late payments.

o The Write-offs frame displays information about write-offs applied to the transaction.

Payment Activity

Displays on matching gift claim and planned gift records. You can view information about payments applied to the balance of the matching gift claim or planned gift. This information includes the date a payment was made, the payment amount, who made the payment, and the payment method.

Benefits Displays on revenue records for pledges, recurring gifts, and payments. You can view information about the benefits associated with the revenue, including the quantity the constituent receives, the total value, and any related notes.

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Tab Description

Matching Gifts

Displays on all payment records except event registration fees. You can view information about the revenue’s matching gift claims, including the organizations associated with the claims, the amount and date of each matching gift claim, and the designations where revenue is applied.

Letters

Displays on revenue records for pledges, recurring gifts, and payments. You can view information about revenue and tribute acknowledgement letters for the constituent. You can also view the letters the constituent receives, the type of letter, the date the acknowledgement process generated each letter, and the date you plan to send each letter.

Attributes

Displays on the revenue record when revenue attributes are configured in the system. Attributes provide flexibility in how you record information about revenue you receive.

You can view information about the attributes associated with the revenue, including the attribute category, the value of the attribute, and any additional comments entered.

Documentation Manage notes, media links, and attachments that provide additional detail about revenue you receive.

GL Distributions Displays information about the general ledger distribution of the revenue as well as a timeline that lists original transactions and subsequent activity associated with original transactions, such as adjustments.

Tributes Displays on revenue records for pledges and payments. You can view tribute information for the revenue, including the text of the tribute, the tribute type, and the amount associated with the tribute.

Stock Sales Displays on revenue records for payments of stock. You can view and edit information about the sale of shares of the stock associated with the payment.

Appraisals Displays on revenue records for payments of gifts-in-kind. You can add and edit information about appraisals of the gift-in-kind.

Lockbox Displays the lockbox service associated with the payment. You can also view the number of the batch received from the lockbox service and where in the batch sequence the payment displays.

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PaperSave Documentation

As you may have heard, with the implementation of CRM copies of checks will no longer be made and distributed.

Instead, copies of revenue documentation are stored within CRM. You will go into CRM to view these documents

through PaperSave.

Opening and Viewing PaperSave Documentation:

1. On the Transaction Record locate PaperSave in the Explorer Bar.

2. Click Show Documents.

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COMMITTEES AND RECOGNITION GROUPS

Committees

Committees are a specialized type of group in Blackbaud CRM.

The Committee Record

The tabs on committee constituent records are the same as the group constituent record with the addition of

the Committee tab.

The second-tier tabs available on the Committee tab, depend on the options you select when you create the

record.

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o If the committee coordinates events, the record has an Events second-tier tab.

o If the committee solicits revenue and sets fundraising goals, the record has a Fundraising goals and

a Campaigns second-tier tab.

o If the committee sets committee goals, the record has a Committee goals second-tier tab.

The following table identifies the second-tier tabs available on the Committee tab and includes a description

of each.

Tab Second-tier

tabs Description

Committee

Committee Summary View an overview of the information on the Fundraising goals, committee goals, Campaigns and Event second-tier tabs.

Fundraising goals

View and manage the committee’s progress toward raising a specified amount. When the group is listed as a solicitor on revenue, the sum of the revenue is tracked automatically as progress toward the goal on the Goals tab.

If a committee is a fundraiser for a campaign, the goals of the campaign are displayed.

Committee goals View and manage goals that are not monetary in nature. Committee goals exist only if the committee can set non-monetary committee goals.

Campaigns View and manage goals for the campaign.

Events View and manage the events the committee will help coordinate.

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Search for Committees:

1. Click Constituents on the

blue navigation bar.

2. Select the drop down arrow.

3. Click Committee Search

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Try It…

Start a committee search. Search for ‘Engineering Alumni Board Member.’ How many members does it

have? How much revenue is attributed to this group? Filter to determine how many instances of

revenue this group has during this calendar year.

Groups

Constituent groups help you track the activities and giving of everyone included in the group. Constituent

groups also help your organization recognize revenue received as coming from the group rather than an

individual.

The Group Record

Much of the information on group constituent records is organized on tabs. The group record has the same

tabs as the Individual record. The following table identifies the tabs that are specific to a Group record and

includes a description of each.

Tab Second-tier

tabs Description

Summary N/A Displays an overview of a group constituent, including

the revenue, activities, and group members.

Members N/A Displays all active members of a group. You can define

roles for each of the group members and specify the start and end dates for the roles.

Details Details

Constituencies

Manage data including demographics, alternate lookup IDs, interests and constituencies.

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Tab

Second-tier

tabs Description

Relationships Relationships

Relationship Tree

Track individuals and organizations with whom the group is associated.

Recognition Groups Recognitions include programs and levels that define requirements for constituent giving recognition, such as

McMicken Club. Recognitions require a minimum gift amount for inclusion in a level. The recognition is

achieved after the sum of multiple gift amounts is calculated.

CRM has recognition business processes to calculate gift amount totals and then assign the appropriate

recognition level for constituents.

All recognition societies may not be built at Go Live. The Recognition Programs that are slated to be built in

CRM for Go Live are:

McMicken Club

McMicken Tower Society

Herman Schneider Legacy Society

President’s Circle

Loyal Bearcat Club

William Howard Taft Society

Friends of CCM

George Smith Society

To Access the Recognition Programs Page:

1. On the navigation bar, Click Constituents.

2. In the Recognition task group, click Recognition programs.

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Note: Administrators, Donor Stewardship, and the Data Management will be able to edit or add recognition

programs and members of programs. Other users will access this area to view members, recognition criteria,

and the like.

The Recognition Groups display on the Recognition Programs page. Click the recognition group you wish to

view to display the record.

Recognition Program Record

The recognition program record displays the general information that identifies the program including the

associated levels and the defined revenue criteria.

To Access a Recognition Program Record:

1. On the navigation bar, click Constituents.

2. In the Recognition task group, click Recognition programs.

3. Click the name of the recognition program to open.

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Clicking the tabs will

display the levels,

criteria, and members.

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Access Recognition Program Information on a Constituent

Record

You can view recognition program information directly from a constituent’s record. You can view information

about the program, how long the constituent has been a member of the program, and the amount to donate

to achieve the next level.

To View Details of a Constituent’s Recognition – several options.

Option 1:

1. Open the record of the constituent.

2. Select the Revenue tab.

3. Select the Recognition second tier tab.

4. In the Recognition programs frame, click the name of the program to view the details of that program.

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Option 2:

1. Navigate to the constituent record.

2. Click on the ‘recognized donor’ constituency to open their recognition page.

Option 3:

1. While on the recognition society page, click Members.

2. Click on the chevron next to the member’s name.

3. Click Go to Constituent.

Try it:

Search for the constituent Carol C. Clinton. What recognition programs are listed on her

record? Is she lapsed or active?

Is she an alumnus? How many degrees does she have?

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