FAQs

1) Last Touch Date vs Last Processed Date vs Enable Tracking Date

Last Touch Date: This date tells when the user was last active in CRM with any specific activity i.e. created/updated account/contact etc. User Adoption Monitor tracks the last CRM touch of the user and shows it as a 'Last Touch Date'.

Last Processed Date: There is a process involved in the 'systemuser-login' entity configuration, that runs in the background depending on the polling interval defined for the 'systemuser-login' entity configuration. For example, if the 'Preferred Start Time' and 'Polling' are defined as below –

Then, the process will first run at 18:18 and it will continue triggering at the interval of every 4 hours as the polling is set to 'Every 4 Hours' as seen in the above image. Each time the process triggers, it checks for the CRM access of the respective users within that period of time (polling) and track the same.

Enable Tracking Date: This is the date when 'systemuser-login' entity configuration was enabled/created.

2) How to send the Daily, Weekly & Monthly tracking reports automatically?

User can send the tracking data/information through excel sheet or SSRS reports provided the user has an excel template or SSRS report respectively in the system with an availability of the process to send them automatically. Moreover, we would request you to have a look at another ISV solution of ours named 'Click2Export' which actually gives you an ability to send such reports automatically. Therefore, Click2Export and User Adoption Monitor are together being used by some of our customers across the world to be able to perform such operations.

3) What if you see all the processes of 'User Adoption Monitor' in 'Draft/Deactivated' state after importing the User Adoption Monitor solution from the website?

Once the solution is imported, please follow the below steps to activate all the processes of User Adoption Monitor.

• Navigate to Advanced Settings --> Settings --> Process Center --> Processes.

• Under 'All Processes' view, activate the processes as shown below:

4) Does User Adoption Monitor automatically log a user logging into CRM? Or must a user manually click the 'Log in' button to track that?

It does not automatically track the login/logout activity into CRM. You need to make sure to manually click on Login/Logout button in order for User Adoption Monitor tool to create and track the respective login/logout activity counts.

5) Is there a way to see true user who created the Dashboard records?

Follow below mentioned steps to be able to see the actual user (of record) that has performed an action.

While drilling down, select 'User' field from the list.

Select the type of chart that you would like to view the data in.

This will show you user-wise respective trackings.

6) Is there a way to NOT track the usage by a specific CRM user?

Using 'Monitored Users' feature of User Adoption Monitor, you can restrict the tracking for selected user for a specific entity action however, if you want to completely restrict the tracking for any specific user irrespective of the entity action, you need to turn the User Adoption Monitor Off on the respective user record. You can follow the below steps for this –

• Navigate to Advanced settings --> Settings --> Security --> Users --> Select the user.

• Select the user whom you don’t want to track anymore.

• Disable the user adoption as shown below (Set it to 'No'). This will stop the tracking for the selected user.

7) We have done a sandbox copy of the production environment to a TEST environment and would like to work with 'User Adoption Monitor' solution in this new instance. What should we do?

For this, you need to delete the Inogic License Details record from your sandbox environment. After deleting, the next step would be to activate the license.

To delete the User Adoption Monitor license follow the steps given below:

• Navigate to Advanced Find.

• Select Inogic License Details in ‘Look for’ --> Click on Results button.

• Select the User Adoption Monitor record and delete it.

8) What are the steps to export User Adoption Monitor Log in Excel sheet?

To export the log record in Excel, follow the steps given below:

• Open 'Advance find' in CRM.

• In the 'Look for' dropdown, select User Adoption Monitor Logs entity.

• Add a condition for the error, as shown in the below screenshot.

• Now click on the Edit Columns button.

• After clicking on 'Edit Columns', you have to click on the Add Column option present inside the Common Task section.

• Next, select the Trace Log field and then click on the OK button.

• Once again, click on the OK button on Edit Column window.

• Click on the Result.

• Now click on the Export User Adoption Monitor Logs button dropdown and then click on the Static Worksheet option.

• In a short time, an excel file will be downloaded for offline consumption.

9) How to identify the number of users in my CRM that will be considered for licensing?

Step 1: Log in to CRM and open the Sales Hub App

Step 2: Click on the Advance Find Option present in the right top corner (shown below)

Step 3: In the search bar, search for “User” keyword. Select the User entity and click on the Continue button

Step 4: Once clicked, a side panel will show up containing default conditions. Clear the condition by selecting “Delete all Filters” and apply the below conditions in the filter section as shown below

a. Status Equal Enabled

b. Access mode Equal Read-Write

c. Restricted Access Mode Equal No

d. Primary Email address Does not Equal [e-mail]

Step 5: Add a new related entity condition, where you will find the Security Role option under the Many to many sections as shown below

Step 6: By default, contains data Operator will be selected which will retrieve only those users who have a security role assigned.

Delete the related entity field condition as shown in the screenshot below and then click on the Apply button to provide you with the list of respective users.

For further queries, reach out to us at [e-mail]