A system plan outlines your organization's requirements to enable your organization to function at peak
efficiency. A comprehensive system plan involves familiarizing yourself with Heat, and the Heat Modules.
It is important that you recognize the purpose and function of each module and the
role each plays as a service and support tool.
HEAT gives you control over the appearance and function of your system; the quality of your system
depends on the thought you put into the configuration.
Your system tables and forms work together in many ways. To understand how your system interrelationships affect your design, consider the following questions:
• How do you want to identify the callers/customers?
This question helps you determine Customer Types. Customer Types should be defined when you want to identify a group for storing unique or specially‐organized information.
For example: One Customer Type could be Employee; this type would store information about internal workers who call. Another Customer Type could be Company; this type would store information about businesses who call.
IMPORTANT: You can define as many Customer Types as you need; however, many of the best‐configured systems use only one or two Customer Types. Having fewer Customer Types greatly speeds and simplifies the process of logging calls.
• What Information do you need to maintain on each type of caller/customer?
This question helps you design Profile tables for each Customer Type. Each Customer Type has its own Profile table, which consists of background records for single callers.
For example: Some information that could be included on a Profile form is Customer ID, which is the only field required on a
Profile form; first and last names and any other pertinent information that helps identify the caller; phone and fax numbers, addresses, email addresses, etc.; space for general notes pertaining to the customer.
• What Profile information do you want automatically displayed in Call Logging?
This information helps you design the Subset. From each Profile, you can select fields to display at the top of the main Call Logging window (this is called the Subset). Choose information important enough to be displayed in all Call Records at all times.
For example: Name, job title, phone number and email address are all important facts you may want to include on each Call Record.
• What hardware/software information do you need for each caller/customer?
This question helps you design your Config tables. Each Customer Type can have a different Configuration form. This allows you to store different information on separate pieces of hardware/software.
For example: You can use generic field names such as name of item, model number, date purchased, etc., to easily separate hardware and software units into separate Configuration Records.
IMPORTANT: The Customer ID is the only field required on all Configuration forms; it is automatically placed by HEAT. This field is validated by the Profile table to ensure all Configuration records for a customer are linked to the correct profile.