Knowledge Base

CRM Update 18.3.2026

If a client has a physical card to pay it is best to add straight into CRM if possible.

How to add money from a client into ADV Payments in their client contact in CRM. Money can then be used for future invoice payments.

Sometimes it is necessary to have more than 1 worker in a Service Event. These instructions show you how to add additional workers.

This knowledge article provided information displayed in the Manager Dashboard.

This knowledge article explains how to create/set up a Funder policy

How to create an invoice within a Service Event

This knowledge article explains how to print or export an IAT document

An explanation of the colours of appointments shown on the Schedule Board.

Printing an invoice, or saving an invoice as a PDF to send by email

When a client no longer wants to attend the group, or they are not deemed appropriate for the group at intake, they must be removed to vacate the space.

How to view different options in your Schedule Board

How to cancel a scheduled event in CRM

How to create a new scheduled event in a client's service file

Create a new phone call message and send to a practitioner or office.

How to create a new Client Contact in CRM - what is required

This knowledge article focuses on navigational features located in the top left section of the CRM view/ page (CRM manual page sect 2.3.5)

Move from a Group Participants list to a specific client contact from directly from the Group List

This document shows you how to upload documents to different levels within CRM

How to access the Booking Board

This knowledge article is about the purpose and use of Worker Dashboard - Reminders

This knowledge article shows you how to find a list of client invoices.

This knowledge article outlines the steps to report issues as well as enhancement, change and other requests for IT, CRM, Data Reporting /Analytics

An overview of the Service Events Tab

This knowledge article explains how to book an appointment with an Account organisation, and how it is viewable in the CRM and outlook

If an appointment needs to be changed, it can be rescheduled rather than cancelled and rebooked.

How to send an SMS to a client via the CRM

This knowledge article shows users how to access Dashboards in the CRM

This knowledge article provides information about the purpose and use of Manager Dashboard - Reminders

An overview of the Service Events (Survey) tab, also known as Service Events (COMs) tab

An Important Note can be added so all staff can see what is relevant regarding contacts, safety concerns, etc

This outlines how to select rows in a list in CRM, whether one or more, or all rows at the same time. (CRM manual 2.3.11)

Sending the AVO / Court Order SMS trigger from CRM to a client.

An overview of the Service File tab

This knowledge article provides information about IAT - Interrelate Assessment Tools

How to use an Advance Payment to cover the cost of an invoice and create a receipt for payment.

This knowledge article explains how to set up a Funder Account

This knowledge article explains how to open the CEF and consent form so a client may complete in office.

How to search for a specific Group or Course in CRM

This knowledge article explains how to email paid invoices to a contact

This knowledge article outlines how to cycle through pages that list many records in CRM

This knowledge article explains how to sent CEF (Client Establishment Form) and Consent form to a client.

This knowledge articles show you how to set up a pseudonym client.

This Knowledge article shows best approach to go back to a previous page in CRM without using a browser’s [Back] button. (CRM Manual 2.3.7 & 2.3.1)

This knowledge article outlines the two main ways of searching through records- the Quick Find and Relevance Search approaches. (CRM Manual 2.3.8)

Shows how to use and change filters in the Schedule board to find what you are looking for

Outline the visual cues for notifications in CRM in relation to blank/mandatory fields

How to add referral information to the client record, where client has an inbound referral

This knowledge article explains how to add an IAT to a client record

This knowledge article provides information about the Worker Dashboard, and what can be viewed

How to add a Note to the client Communication tab

This knowledge article explains how to send an AVO/Court Order SMS to a client

This article lists the standard approach to adopt by CRM users when uploading documents in CRM.

How to access Client Services by default

Describes how to remove a Service File Worker from a Service File

This knowledge article outlines the steps to duplicate a browser tab that has been connected to a CRM page. (CRM manual 2.3.9)

How to filter Timeline records in the communications tab

How to expand or collapse timeline records in the Communications tab

This knowledge article outlines the steps to view the history of changes made against the Important Note 1 and Important Note 2 fields for a contact.

This knowledge article explains how to update or edit an appointment with an Account Organisation

How to search timeline records in the Communications tab

A timeline record in the communications tab should be added for any interaction with a client. Helps others should the client speak to someone else.

This knowledge article explains how to create a new service file for a client.

An overview of the Timeline command bar icons, and the actions they support

This knowledge articles explains how to generate a QR code to enable a client to complete the CEF/Consent form in the office.