CRM 10: Icon Guide for Agents : PFP Support Portal

This guide lists the exact icons from the CRM 10 manual, where to find them in the app, and what you can do with them. Grouped for quick scanning during calls and after-call work.

Icon (name in manual)	Where you’ll find it	What you can do with it
Clear Cache & Reload	Top menu / global controls	Refreshes CRM and clears cache. Perform every Monday morning to ensure updates apply.
Refresh	Profile & activity pages	Reloads the current screen to show your latest changes without logging out.
More Options	Next to lists/fields	Opens sort/group etc. Generally seldom used by agents.
Search	Contacts / top right bar	Search members/prospects (name, SSN, phone, email). Pressing Enter also searches.

Icon (name in manual)	Where you’ll find it	What you can do with it
Edit (pencil)	Member profile fields	Edit specific data (phone, address, suffixes).
Favorites	Top of member profile	Adds profile to your favorites for quick access; icon turns green when active.
Referrals (clipboard)	Top-right of profile	Opens referral drawer to create and link referrals from that member.
Consent (? / ?)	When adding numbers or confirming contact	Record permission to contact; thumbs up = yes, thumbs down = no
CU Product Request	Member profile	Open request form for CU products (credit card, loan, etc.) and submit interest.
Credit Union PCI	Member profile	Shows CU information/details; primarily used by BD team.
Add Social Security #	Member profile > SSN field	Add/update the member’s SSN. Last 4 can be copied to search in LG.
Delete	Next to contact data fields	Deletes a specific entry (e.g., phone/email). Use with caution.
Clear	Data entry areas	Clears current data from entry fields
New Contact	Contacts > Select Contact / CCC flows	Create a new profile when not found (enter name, CU, correct phone, etc.).

Icon (name in manual)	Where you’ll find it	What you can do with it
Make a Call	Member profile (top right)	Open outbound call screen, choose number, place call. (CRM auto-creates activity for calls.)
New Activity	Recent Activity area (profile)	Create activity with Action, Result, Notes (ARN). Use calendar/clock to schedule.
Save (?)	Upper right of drawers/pages	Save current info (activities, edits, forms).
Confirm	Drawers / selection lists	Confirm selected options and apply changes.
Open Existing Activity	Recent Activity area	Open an activity to add notes or change callback time.
Quick Reschedule (B2C)	Activity/call workflow	Rapidly change a scheduled callback time without full edit.
Next Call (B2C)	Campaign queue	Pull the next call loaded into your campaign queue.
Save & Next (B2C)	Campaign queue	Save notes and automatically bring up the next queued call.
Send	Member requests / activity forms	Send the activity to the appropriate department/carrier (e.g., beneficiary changes). Include P.E.M. where required.

Icon (name in manual)	Where you’ll find it	What you can do with it
Select Note Template	Activity notes toolbar	Load a saved note template into your current activity notes.
Save Notes Template	Activity notes toolbar	Save your current notes as a reusable template (name under “Description”).
Add Address to Notes	Activity notes toolbar	Insert the member’s primary mailing address directly into activity notes (useful for carrier requests).
Add Email to Note	Activity notes toolbar	Insert the member’s primary email into activity notes.

Icon (name in manual)	Where you’ll find it	What you can do with it
Send an Email	Member profile / activity	Opens Outlook to email the member (attach forms, docs).
Add more information to a field	Next to certain fields (e.g., representative)	Expand a field to add extra details/lines of information.

Calls in CRM auto-create the activity—finish it from the Activity tab (add Result + clear, specific Notes). Don’t create a duplicate.
For carrier requests (e.g., beneficiary changes), include P.E.M. in notes: Policy #, Email, Mailing Address. Use the Add Address and Add Email icons to speed this up.
Clear Cache & Reload every Monday morning to ensure updates take effect.