Quick best practices, answers to common questions, and handy shortcuts for agents using CRM 10.

Need additional help? Email IT or Training or dial 2222 from your Webex phone.
On this page
  1. Must‑do Setup
  2. Security & Auto‑lock
  3. Calling Best Practices
  4. Keep CRM 10 Fast
  5. Sign‑in & CTI Fixes
  6. Daily Planner Cheatsheet
  7. Member Profile Power‑tips
  8. Activities: ARN + PEM
  9. Warm Transfers
  10. Referrals & Follow‑ups
  11. Icon Glossary (quick link)
  12. Quick FAQ

Must‑do Setup

  • Connect to the VPN before using CRM 10. The app will not work without VPN due to PII protection.
  • Use the correct site: Training (PAT/PATH) for practice; Production for live member data and activity fulfillment.
Open Training (CRMWEBTRAINING) Open Production (CRMWEBPROD)

Security & Auto‑lock

  • CRM 10 auto‑locks after 10 minutes of inactivity. Press F5 (or refresh Chrome) and enter your CRM password to get back in quickly.
  • Always protect PII. Log out or lock your machine when stepping away.

Calling Best Practices

Always answer/make sales calls in CRM 10. This ensures accurate account data and populates the correct scripts. Calls done in CRM are recorded and stored correctly. Webex is the backup option. Never use personal cell phones for member calls.
Tip: Choose the right script during a call

On the inbound call screen, the left side shows the CRM script (e.g., Member Engagement, Annual Review). You can switch scripts with the dropdown under the campaign area if needed.

Keep CRM 10 Fast

  • Clear the CRM 10 cache weekly (best on Monday morning) to receive updates promptly.
  • Use the in‑app Refresh icon to reload data without logging out when you make changes.

Sign‑in & CTI Fixes

  1. Username is first initial + last name (e.g., JPublic, KMeredith).
  2. Initial CRM 10 password = your VPN password (unless you set a custom CRM password).
  3. Open Duo on your phone and enter the six‑digit passcode within 30 seconds.
CTI password reminder: When your VPN password changes, you must update the CTI password in the CTI drawer (click OK on the incorrect credentials prompt, confirm, then Save in the top‑right).
Login error tip: If you see an error at sign‑in, double‑check your username/password and try again.

Daily Planner Cheatsheet

Use the Daily Planner as your home base. Key widgets include:

  • New opportunities (resets monthly)
  • Calls completed today
  • Pre‑NTOs & NTOs
  • Past due
  • Open activities
  • Activities completed today
  • Active opportunities
  • Leads submitted each week

Member Profile Power‑tips

  • Verify DOB, Phones, Email, SSN, Address, CU, Employer, Occupation — these feed lead creation and LG forms.
  • From Policy Info, review active/inactive policies, riders, beneficiaries, payment history, and status.
  • Use last‑4 SSN copy to quickly search in LG.
Resale opportunities

If you see inactive or older no‑cost benefit policies, review who was covered and what coverage existed to identify upgrade/resale opportunities.

Activities: ARN + PEM

On calls, CRM 10 creates the activity for you. To finish an activity, complete ARN:

  • Action – How was the call received / what was requested?
  • Result – Outcome (e.g., contacted, sent to carrier).
  • Notes – Specific, helpful details (aim for quality, not just placeholders).

For member policy requests sent to carriers (e.g., change of beneficiary), add PEM to notes:

  • Policy number(s)
  • Email (primary)
  • Mailing address (primary)
Speed up notes with templates
Use Save Notes Template to capture a great note once, then Select Note Template to reuse it later. Tweak as needed for each call.

Warm Transfers

From the black nav bar during a call, choose Transfer Inside (PFP) or Transfer Outside (Carriers). After placing the transfer, prefer Connect Customer Conference for a warm handoff.

  • Cancel Transfer Call – stop and return to member
  • Connect Customer Conference – warm transfer (recommended)
  • Disconnect & Complete Transfer – cold transfer (not recommended)

Referrals & Follow‑ups

  • Use the Referrals icon (clipboard) to create a referral; then schedule a call back from the referral’s profile.
  • To schedule follow‑ups outside a live call: open member profile → Contact Details → New Activity → set date/time.
  • For scheduled callbacks during a live call, use the Scheduled Call Back button on the call screen.

Icon Glossary (quick link)

See meanings for Clear Cache, Refresh, Edit, Referrals, Consents, CU Product Request, Next Call, Save Notes Template, and more in the CRM ICONS Glossary (end of the manual).

Quick FAQ

Why does CRM 10 say my phone credentials are incorrect?

Your CTI password likely doesn’t match your current VPN password. Open the CTI drawer from the prompt, update the password, and click Save.

What if I can’t find a member during a CCC call?

Create a new contact with the member’s correct info (name, CU, phone). Don’t leave the CU’s number on the profile.

How do I generate more precise, useful notes?

Be specific (e.g., “Abigail, 43, smoker, teacher at Lincoln HS; call back PM”) and reuse templates to save time while keeping quality high.

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