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Knowledge Base
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Knowledgebase articles
Welcome to the Knowledge Base
Introduction
Using the Knowledge Base
Editions & Licensing
Renewing Licences
Workflow
Queues
Logging In
Configuring Security Policies
Google Authentication
Login Protection
Microsoft Azure Active Directory
Link Workbooks to Microsoft Azure
Setting up User Templates
Locking down your Workbooks
Okta Authentication
Support Processes
Training
Training Videos
Getting Started
Supported browsers
Introduction
Desktop
Tips & Tricks on the Desktop
Welcome Messages & Bulletins
Records
External Links to Workbooks records
Tabs
Default Tab Views
Summary Timeline View
Overview Tab
Watching Records
Notes
Landing Pages
Bulk Actions
Scheduled Bulk Actions
Customising Views
Customising Columns
Filtering
Custom Filters
Calendar Views
Card View
Report Card View
Worked Examples of Card Views
Deleted Items
Edit Grids
Exporting Data
Exporting to MS Excel
Workbooks on Mobiles and Tablets
Preferences
Introduction to Preferences
Setting your Preferences
Email Accounts
Notifications & Reminders
Activities
Introduction to Activities
Kanban View
Using Activities
Meetings
Integrating Workbooks and Google Calendar
Installing and Managing Workbooks and Google Calendar Integration
Synchronising your Google Calendar with Workbooks
Follow-on Activities
Cases
Introduction to Cases
Displaying & Adding Cases
Managing Cases
Case Portal
Installation
Custom Fields
Case Portal Configuration
Company Details
General
Case Portal Reports
New Case
Help Text
Emails
Field Mappings
Help Dialog
Product Area Questions
Case Portal Additional Features
Setting up Public/Private Activity creation
Setup Registration Emails from a Person
Automatic Emails on Case Status Change
Using the Case Portal
Case Updates – Public & Private Activities
Inviting a Person to the Case Portal
Email
Introduction to Email
Working With Emails
Snippets
Email Signatures
Sending Bulk Email
Common Email Errors
Mailing Lists
Importing Data
Introduction to Importing
Preparing your Import Data
Import Templates
Compulsory fields for Import
Workbooks Import Wizard
Uploading your data
Defining Field Mappings
Extending your Import to other Record types
Checking for Duplicates
Running and Reviewing your Import
Managing your Imports
Undoing an Import
Imports Troubleshooting
Import status
Why am I not able to filter by Import Type in All Imports view
Quick Import (BETA)
Leads
Introduction to Leads
Displaying & Adding Leads
Converting Leads
Marketing
Introduction to Marketing
Marketing Campaigns
Displaying & Adding Campaigns
Campaign Management
Campaign Membership
Tracking URLs on Campaigns
Integrating DotDigital and Workbooks
Configuring Workbooks and DotDigital
Integrating MailChimp and Workbooks
Configuring Workbooks and MailChimp
Mailing Lists
Creating Mailing Lists
Products
Pricing Schemes
Supply Scheme
Product Bundles
Mailshots
Creating a Mailshot
Upload Library
Using the Upload Library
Templates
Creating Templates
Creating a Template to show multiple lines
Extra Template Placeholders
Event Management
Introduction to Event Management
Enabling the Event Management Module
Using Event Records
Event Records
Event Sessions
Event Speakers
Event Sponsors
Event Products
Event Tickets
Event Attendees
The Event Management Portal
Introduction to the Event Management Portal
Prerequisites for installation
Accessing the Plugin
Installing the Event Management Portal
Amending Event Portal Parameters
Adding Custom CSS to the Event Portal
On The Day Registration App
Setup On the Day Registration App
Compliance Records
Introduction to Compliance Records
Enabling Compliance Records
Creating Compliance Records
Using Compliance Records
Force24
Force24
Getting started with Force24
Force24 Processes
Spotler Integration
What is Spotler?
Navigating your Spotler homepage
GatorMail
Introduction to GatorMail
Managing your GatorMail Account
Domain Setup
GatorMail Configuration
GatorMail Field Mappings
GatorMail Hard Bounces
Preference Centres & Landing Pages
Preference Centre Setup
Creating Emails in GatorMail
Imbedding Images and Videos
Sending Emails in GatorMail
Sending GatorMail Campaigns
Campaign Action Types
Ramp-up
Testing Campaigns and Emails
Using SendForensics
Understanding your Campaign results
Advanced Features
Gator Smart Forms
GatorMail – Dynamic Content
GatorMail Troubleshooting
“My Mailshot Has Not Synchronised From Workbooks to GatorMail.”
“My Audience Has Not Synchronised From Workbooks to GatorMail.”
GatorLeads / Web Insights
Tracking Code
Restricting Page Tracking
Setting up the Plugin
Viewing Web Insights Data on your Form Layouts
Domain Names and Online Activities
Reporting incorrect Leads created through Web Insights
Reporting on Web Insights data
Using UTM Values
Why aren’t Online Activities being created in the database?
Why is GatorLeads recording online activities in a foreign language?
GatorSurvey
GatorWorkflow
Spotler Data Sync
Triggered Mailshots
GatorPopup
DotDigital
Opportunities
Introduction to Opportunities
Displaying & Adding Opportunities
Opportunity Line Items
Opportunity Relationships
Kanban View for Opportunities
Projects
Creating a new Project
Budget
Managing a Project
Project Finances
Resource Scheduler
Integrations
Mapping
Introduction to the Mapping Module
Using the Mapping Module
Using Mapping in Reports
Changing the size/colour of Map Pins
Electronic Signing Tools
Docusign Integration
DocuSign Functionality
Copy Document on Signature
Update Related Records
Sending Multiple Documents
People, Organisations & Cases with DocuSign
Invoice Payments with DocuSign
Managing DocuSign Documents
Setting up the DocuSign Integration
Authentication with DocuSign
Production vs Sandbox
Creating a Document with a DocuSign Template
Creating a Document with a Workbooks PDF
DocuSign Fields
DocuSign Settings
Form Layout Configuration
DocuSign – Worked Examples
Taking Payments
Updating Related Records
Multiple Document Sends
Creating a Template for Cases
Creating a Template for Organisations
Creating a Template for People
Unified PDF for Transaction Documents
DocuSign – Reporting
Multiple Send Report Grid
Document Review Report
Monitoring Integration Errors
Adobe Sign Integration
Introduction to Adobe Sign
Authentication with Adobe Sign
Installing the Integration
Integration Monitoring & Error Handling
Setup of Adobe Sign
Adobe Sign Fields & Form Layout Configuration
Optional Custom Fields for Adobe Sign
Adobe Sign Button Process
Using the Adobe Sign Integration
Creditsafe Integration
Installing the Creditsafe Plugin
Configuring Organisations to use the Creditsafe Integration
An example of how to use the Creditsafe Integration
Zapier
Introduction to Zapier
Available Triggers and Actions
Linking your Workbooks Account to Zapier
Setting up Zaps
Posted Invoices to Xero Invoices
Xero payments to Workbooks Tasks
New Case to Google Drive folder
New Case to Basecamp Project
New Workbooks Case to JIRA Ticket
Jira Issue to new Case
123FormBuilder Form Entry to Case
Eventbrite Attendee to Sales Lead and Task
Facebook Ad Leads to Sales Leads
Wufoo Form Entry to Sales Lead
Posted Credit Note to Task
QuickBooks Online
Initial Setup
Authentication with QuickBooks Online
People & Organisations to QuickBooks Customers
POSTED Workbooks Invoice to QuickBooks Online
QuickBooks Online Payment to Workbooks Invoice & Task
QuickBooks Sales Tax Code Lookup
Survey Monkey responses to Tasks
Multistep Zaps
Email Integrations
Email Dropbox
Setting up your Dropbox
Using your Dropbox
Workbooks Exchange Server Sync
Supported email clients
Set up
Setting up the WESS
Setting up the Outlook Add-In
Customising the WESS Add-In
How to change Authentication setup for WESS
O365 Exchange authentication Troubleshooting
What gets synchronised?
Synchronising with the WESS
Synchronising with the WESS Add-in
How to force a sync
Best practice
WESS Troubleshooting
Event & Webinar Integration Tools
GoToWebinar
Installation
GoToWebinar Fields & Processes
Setting up Process Buttons for GoToWebinar
Authentication
Multiple GoToWebinar Accounts
Removing GoToWebinar Accounts
Create/Update & Cancel Webinars from Events
Event Attendees as Webinar Registrants
Event Speakers as Webinar Panelists
Retrieve Webinar Data
ON24
Installation
ON24 Fields & Processes
Setting Up Process Buttons for ON24
Authentication with ON24
Removing ON24 Accounts
Create Webcasts from Events
Event Attendees as Webcast Registrants
Retrieve Webcast Data
Reporting: Survey Responses
Reporting: Poll Responses
Retrieve Survey Data
Engagement Hub Interactions
Microsoft Office
Excel
Power BI
SharePoint
Authentication
Installation
Custom Fields & Processes
SharePoint Integration Settings
Using the SharePoint Integration
Word
Introduction to the Word Add-in
Deploying the Word Add-in
Creating Word Add-in Templates
Example Word Add-in Templates
Using Word Add-in Templates
Word Add-in Tips and Tricks
Outreach
Installation
Outreach Fields & Processes
Create Outreach Custom Field Mappings
Configure Outreach Field Dynamic Picklist
Sync Outreach Mappings
Outreach Authentication
Remove Outreach Account
Sync People to Outreach Prospects
People Field Mappings
Sync Organisations to Outreach Accounts
Organisation Field Mappings
Sync Workbooks Opportunities to Outreach
Opportunity Field Mappings
Sync Tasks/Activities from Workbooks to Outreach
Follow-Up Activities created via Scheduled Process
Sync Outreach Sequences to Workbooks
Sync Outreach Sequence States to Workbooks
Sync Outreach Sequence Step Numbers to Workbooks
Sync Prospects/Accounts/Opportunities from Outreach to Workbooks
Sync Outreach Tasks/Calls/Meetings to Workbooks
Scribe/Workbooks Connector
Connection Setup
Microsoft SQL Server Connection Requirements
Connector Control Blocks
Worked Example – Create, Read, Update & Delete
RingCentral
Installation
Remove RingCentral Account
RingCentral Integration Fields and Processes
Inbound & Outbound Calling from Workbooks
Click to Dial
Auditing
Comments
People & Organisations
Introduction to People & Organisations
Organisations
Displaying & Adding Organisations
Customers & Suppliers
People
Displaying & Adding People
Adding People to Outlook
Relationships
Change Employer Wizard
Direct Relationships
Third Party Relationships
De-duplication and Merge
Workbooks Merging
Workbooks DQ
Data Quality
Using Postcode Lookup
Data Enrichment
Introduction to Data Enrichment
Setting up Data Enrichment
Reporting
Introduction to Reporting
Creating Reports
Standard Workbooks Reports
Creating a Pre-populated Report
Creating a Report from a Template
Report Templates
Creating a Blank Report
Auto-refreshing Report Views
Sharing Reports
Emailing Scheduled Reports
Using Reports
Reporting Explained
Adding Targets, Conditional Formatting and CSS Styling
Calculated Targets
Target Sets
Creating a Target set for Closed Cases per Customer Support Agent
Creating a Target set for Closed Sales amount per Sales Person by quarter
Reporting with multiple currencies
Drilling into Summary Views
Improving Report Performance & Run Time
Displaying reports within Record Views
Displaying Reports
Reporting Views (Reports on Landing Pages)
Adding a Report view to a Dashboard
Introduction to Charts
Creating & Using Charts
Bar Charts
Targets on Bar Charts
Line Charts
Pie Charts
Dial Charts
Exporting Reports
Emailing Scheduled Reports
Export/Import Report Definitions
Advanced Reporting
Types of Split Columns
Using Calculated Columns
Introduction to the IF Statement
Introduction to the CASE Statement
Applying Search filters in Calculated Columns
Comments in Calculated Columns
Financial Year Reporting
Introduction to Date Functions in Reports
Using Calculated Criteria
Reporting on empty fields
Audit Reporting
Reporting Tips
Report Snapshots
Configuring a Snapshot
Preparing Reports for Snapshot
Creating a New Snapshot
Dashboards
Adding Elements to Dashboards
Configuring Dashboard Elements
Dashboard Views
Dashboard Fields
Creating a Sales Dashboard
Springboard
Adding a Dashboard as a Record Tab
Transaction Documents
Introduction to Transaction Documents
Displaying & Adding Transaction Documents
Copying Transaction Documents
Transaction Documents Fields Help
Transaction Documents Line Items Help
Printing & Sending Transaction Documents
Managing Transaction Document Currencies
Managing Transaction Document Statuses
Setting a Blank Default Currency on Transaction Documents
Credit Notes
Customer Orders
Invoices
Quotations
Supplier Orders
Contract Management
Displaying & Adding Contracts
Using Contracts with Cases
Sagelink
Configuration
Introduction to System Administration
Quick Start Wizard
Users & Security
Users
Setting up your Users
Disabling Users
Profile Pictures
User Groups
Capabilities
Creating & Modifying User Groups
Permissions
Sharing Policies & Mandatory Permissions
Configuring the Advanced Security Module
Configuring the Advanced Security Module: Segmenting Users by function
Configuring the Advanced Security Module: Segmenting Users by location
Licences & Modules
Multi Language
Databases
Guidance on Database creation, Archiving, and Login Domain changes
Storage Usage
Prefixes & Numbering
Modifying Object References
Export Database
Database Settings
Accounting
Accounting Periods
Exchange Rates
Setting Exchange Rates
Tax Regimes
Setting Tax Rates
Sales Tax Rulesets
Using Sales Tax Rulesets
Own Organisations
Setting up your Own Organisation
Email Integrations
Email Settings
Setting up your Email Server
Using Workbooks Server to send Emails
API Keys
Web to Case and Web to Lead
Setting up a Web2Case Form
Setting up a Web2Lead Form
Using Web Forms in Workbooks
Editing a Web Key Form
Creating Reports
Preference Centre
MailChimp & dotMailer
Loqate
Bank Account Validation
Customisation
Creating & Modifying Picklists
Theme
Record Types
Creating Custom Fields
Dynamic Linked Items & Picklists
Constrained Dynamic Linked Items (DLI) & Picklists
Creating relationships with Dynamic Linked Items (DLIs)
Linking Custom Field Values
Showing Linked Records in Tabs
Report-based Custom Fields
Improving the Performance of Report Cells/Grids
Linked Fields & Reference Fields
Record Templates
Form Layouts
Customising an Organisation form
Displaying a Tab as a Side Panel
Card View
Form Layout / Layout Rules Troubleshooting
How to share and remove Form Layout views for Users and Groups?
How to add a Field to a Form Layout?
Why isn’t the Field showing on the Record?
Why can I not apply a Layout Rule to a Sales Lead?
Read-only Assigned to Fields
Customising relationships between parties
Configuring Custom Party Relationships
Opportunity Stages
Custom Records
Enabling Custom Records
Creating Custom Record Types
Editing Custom Record Types
Using Custom Records
Sign In Customisation
Automation
Plugins
Field Updater Plugin
File Storage Plugin
Using File Storage
Using SharePoint File Storage
Cognism Enrich Plugin
Using Cognism Enrich
Email to Case Plugin and Process
Workbooks & GatorMail for Transactional Emails
Processes
Process Logging
Workbooks Scripts
Script Library
How Workbooks Runs Scripts
Workbooks Script External Access
API Data
Triggers and Webhooks
Configuring Triggers and Webhooks
PDF Configuring
Modifying Document Templates
Adding Terms & Conditions to your Documents
Multi-line Value Tags
Modifying Default Colours & Images
Creating Custom Document Templates
Contact Support
Contacting Workbooks Support
Releases & Roadmap
Roadmap
November 2024 Release
June 2024 Release
January 2024 Release
September 2023 Release
September 2022 Release
June 2022 Release
March 2022 Release
2021 Releases
October 2021 Release
June 2021 Release
March 2021 Release
2020 Releases
December 2020 Release
September 2020 Release
April 2020 Release
January 2020 Release
2019 Releases
September 2019 Release
February 2019 – Event Management Release
January 2019 Release
2018 Releases
October 2018 Release
May 2018 Release
February 2018 Release
January 2018 Release
2017 Releases
November 2017 Release
September 2017 Release
June 2017 Release
March 2017 Release
2016 Releases
December 2016 Release
August 2016 Release
January 2016 Release
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Last updated : 13th March 2025
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