email mentoring field guide
TRANSCRIPT
Email Mentoring Field Guide
Last Updated On: 2/14/2013
Created by the Learning & Organizational Development and Support Teams
2 | P a g e
Contents
Quick Start Guide ............................................................................................................................................................................................ 3
Logging In ...................................................................................................................................................................................................... 3
Getting to the CRM.................................................................................................................................................................................... 3
Overview of the Email Mentoring Homepage ...................................................................................................................................... 4
Shortcut to the CRM Inbox...................................................................................................................................................................... 5
Changing Your Availability ........................................................................................................................................................................ 6
Reading and Responding to Client Emails ............................................................................................................................................. 7
Viewing Client Sessions and Reassigning Clients ................................................................................................................................. 8
Emails in Your Personal Email Account ............................................................................................................................................... 10
Frequently Asked Questions....................................................................................................................................................................... 11
How do I know if I’m an email mentor? .............................................................................................................................................. 11
How do I know if I’m logged into the CRM? ...................................................................................................................................... 12
I don’t remember what my username/password is, what should I do?........................................................................................ 12
Help! I was deactivated. What is this and what should I do? ......................................................................................................... 13
I’m seeing an “access denied” error, what should I do? .................................................................................................................. 15
How do I change my password? ............................................................................................................................................................ 16
I’m seeing an error that says “There was an error connecting to the mail server…” ............................................................ 20
I’ve received multiple emails from the same client. What should I do? ....................................................................................... 22
Support Website Knowledgebase ............................................................................................................................................................. 22
3 | P a g e
Quick Start Guide
Logging In
Go to: www.score.org. Look for the “Log in” button in the upper right-hand corner and click it. When you get to the
login page, you’ll need to enter your username and password.
IMPORTANT NOTE: The default password is score2012. We encourage you to change this, but be sure to change
it in both the CRM and in the Google email account. They must match in order for the email part of the CRM to
work. If you don’t know how to change your password, please visit the Frequently Asked Questions section of this
guide. If you changed your password and don’t remember it, contact [email protected] and they will reset it for you.
Your username is your “@scorevolunteer.org” email address. If you don’t know it (but it’s been set up), contact your
chapter admin. He or she can view the usernames (email addresses) for all active Email Mentors. If that person is not
available, contact [email protected].
Write your username here: [email protected]
Password hint: ___________________________________________________________________
Getting to the CRM
When you login, you’ll be taken to the new Volunteer Center. To get to the CRM section, look for the button on the
right-hand side that says Go to CRM. Click Go to CRM (ignore the drop down menu).
4 | P a g e
Overview of the Email Mentoring Homepage
Below are some main features you’ll use as an email mentor.
Click here to edit
experience/skills,
days you’re available,
# of mentoring
requests you’ll take,
and photo. Also click
here to reactivate
your account and
change your
availability.
Click here to view your
“inbox” – the email
mentoring requests
from clients. You should
respond from here, too.
Move your mouse here
and a dropdown will
appear. Click “View all
Sessions” to see
sessions sorted by
client. Click “View all
MREs” to reassign.
5 | P a g e
Shortcut to the CRM Inbox
There is a link that brings you directly to the CRM Inbox. You can save this link and skip a few steps when logging in.
Here are two different ways to save the link. Please note that if you are already logged in to the system, you
will get an “access denied” error if you try to click on this link.
The first way is to create a shortcut on your desktop. To do so, copy the link below:
http://www.score.org/user/login?destination=basic_webmail/SU5CT1g%3D
For Windows Operating Systems, go to your desktop. Right-click anywhere there isn’t already a file and a menu will
appear. Click on “New” and another menu will appear. Select “Shortcut” and then you’ll be prompted to paste the link
in a field. Click “Next” and you will be asked to name the Shortcut. Once you’ve done so, click “Finish” and that icon
will always appear on your desktop. You can click it to be taken to the CRM Inbox directly.
Here is a video that explains how to create a similar item on a Mac: http://lifehacker.com/5809871/how-to-
make-a-desktop-shortcut-in-mac-os-x.
The second option is to create a bookmark in your browser. This is similar to a shortcut, but it is saved in your
browser rather than on your computer. The technique will vary according to browser (and what version the browser
is), but here are instructions for recent versions of a few common browsers:
Internet Explorer:
Navigate to the link above. Once you are there, look for a star in the upper right-hand corner. Click on the star and a
menu will appear. Next to “Add to favorites” you’ll see an arrow. Click on this arrow and you will have the option to
“Add to Favorites Bar.” Click this and give the link a name. After that, you’ll see this option listed somewhere at the top
of your browser whenever you open it.
Chrome:
Navigate to the link above. Click on the icon that looks like three horizontal lines, which can be found in the upper
right-hand corner of the browser. Click on “Bookmarks” and a new menu will appear. Click on “Bookmark this page.”
Name it, then select the Bookmarks Bar as the folder. Then click “Done.” After that, you’ll see this option listed
somewhere at the top of your browser whenever you open it.
Firefox:
Navigate to the link above. Click on the icon that looks like a star over a dark background, which can be found in the
upper right-hand corner of the browser. Click on “Bookmark This Page” and you’ll be prompted to name the
bookmark. Name it, then select the Bookmarks Bar as the folder. Then click “Done.” After that, you’ll see this option
listed somewhere at the top of your browser whenever you open it.
6 | P a g e
Changing Your Availability
You can control when people can send you a mentoring request and how many you receive each day, week and month.
The availability feature of the email mentoring system is within your profile. To get to your profile from the homepage,
click on View My Profile (for help finding the View My Profile link, see the second section of this guide, Overview of
the Email Mentoring Homepage). Once you get to your profile, it will look like this:
Once you click Edit My Profile, you’ll see this:
Click here to edit your
profile.
Scroll down past the
contact/demographic
information, Work Experience
section and Education section,
until you reach the Availability
Settings section. There is a
picture on the next page.
7 | P a g e
Reading and Responding to Client Emails
Once you’re on the CRM homepage, click on the Emails button towards the right-hand side. It’s between Reports and
Chapters. Then click on the subject of the email you’d like to read. See the pictures below.
Select which days of the week you’d like to receive requests. You will only
appear in searches on the days you select. Click the up arrow; above “Sunday”
you will see “None.” Select “None” if you cannot receive requests for a period
of time (like going on vacation). Make sure to log back in and change it when
you return!
If you do not want to limit the number of
requests you receive, make these fields blank
or enter zero. If you do want to limit the
number of requests, enter a number in these
fields.
Once you are done, don’t forget to
scroll to the bottom and click Save!
8 | P a g e
Viewing Client Sessions and Reassigning Clients
You can view all of your online mentoring sessions, organized either by client or interaction. To view the sessions by
client, move the cursor so it is over the Mentoring Requests button, and then move the cursor down to click on
View all Sessions. You might need to reassign a client if you don’t have time to help the client, or you don’t think you
have the right skills/experience. To do so, click on View all MREs instead.
Hover cursor
here
Click here to view all sessions organized by
client.
Click here to view the
email. Do not click the
Sender name.*
*If you click the sender name or email address, you’ll be taken to a screen
where you can send a message to that person. You will not be able to see
his/her message and you will not be able to log your time. We are looking
into whether we can change this – it is a default in the system.
To reassign
a client,
click on
View all
MREs. Then
see the
screen shot
on the next
page of this
guide.
9 | P a g e
When you click on View all MREs in the Mentoring
Requests dropdown (see above), you’ll come to this
page. Click “reassign” next to the client’s name.
When you click “reassign,” you’ll see
this message popup. Please enter a
reason that you need the person to
be reassigned. If it is a matter of not
having the required skills/experience,
please include the type of
skills/experience you think they need
help with. This will allow the
Support Team to find a good match
for the client. Don’t forget to
click Submit!
10 | P a g e
Emails in Your Personal Email Account
When someone submits a mentoring request or replies to you, you will receive an email. This email will go to two
places: your CRM Inbox and your Google account (and personal email if your @scorevolunteer.org is forwarding to
your personal email account). DO NOT REPLY to the emails that go to your Google account or personal email account.
They are just alerting you that you should login to the system. If you reply directly in your personal email account (or
Google account), the system has no way of knowing you did this. It will deactivate your account and your session will
not be logged.
If you see something
like this, you are
logged into the
Google Account
and not the CRM.
You’ll need to login
to the CRM. Do not
reply from here.
11 | P a g e
Frequently Asked Questions
Below are questions we’ve received from email mentors.
How do I know if I’m an email mentor?
The easiest way to check is to visit www.score.org click on Mentoring search for your name in the “Find An Email
Mentor” section. If you show up, your account is all set up. If you don’t show up, your account is not published and you
should contact [email protected].
Here is a step-by-step guide to searching for yourself:
Visit www.score.org.
Click on “Mentoring.”
Search for your name in the “Find An Email Mentor” section.
Enter your name in
the field and click
the “Find An Email
Mentor” button
12 | P a g e
How do I know if I’m logged into the CRM?
You’re looking at an email from a client and you’re not sure whether you should reply – are you logged into the CRM
or the Google account? Because the CRM has an email-like feature, it might be confusing at times. Here is a comparison
so you can determine whether you’re logged into the CRM Inbox or the Google account:
CRM INBOX – REPLY FROM HERE
GOOGLE INBOX – DON’T REPLY FROM HERE
I don’t remember what my username/password is, what should I do?
Your username will generally be in this format: [email protected]. If there is someone with the
same name as you who already has his or her account set up, you might have an alternative format. If you didn’t write it
down, can’t find it in your saved emails, and otherwise have no record of it – you should email [email protected].
Likewise, if you changed your password from the default (score2012), which we recommend, and didn’t keep a record
of what the new one is, you should email [email protected]. Just remember to keep a note of both your username and
password in the future.
13 | P a g e
Help! I was deactivated. What is this and what should I do?
Regardless of our role at SCORE, our ultimate purpose is to help small business owners and prospective entrepreneurs.
In today’s world, if people don’t receive a quick response they are likely to form a negative opinion and might not come
back to SCORE for the help they need. Therefore, we want to ensure that all clients are receiving a response within 48
hours.
Starting March 1, 2013 your email mentoring ability will become inactive if one of your clients has not been responded
to within 48 hours. When this happens, your “Mentoring Methods” will switch to “None” so that you will not receive
any further requests. This is not meant to be a “punishment” for the mentor, but rather a way to ensure quality service
for the client. In some cases this deactivation might be done in error, but in other cases clients are not being responded
to in a timely manner. If you ARE checking the system and just simply didn’t respond in time or were confused about
how to login to the system, you can easily reactivate your email method of mentoring by following the simple
instructions below.
First, you should login using the instructions in this guide. Then you’ll see the CRM home screen, which
looks like this: (see next page)
Click Here
14 | P a g e
You’ll see this.
Scroll down until
you see this section:
Click on email and
make sure it’s
highlighted. Then
scroll down to the
bottom and click save.
Click Here
15 | P a g e
I’m seeing an “access denied” error, what should I do?
You may encounter an error that looks like this:
If you do, there are a couple different reasons why you might see it. (1) First, you might be trying to access something in
the CRM, but you are not logged in. This will most commonly happen if you bookmark a page in the CRM or new
Volunteer Center while you’re logged in, and then try to access it later when you are not. If this is the case, simply click
on “Log in” in the upper right-hand corner of the screen. Once you’ve logged in, try to access that page again.
If that is not the cause, the system may be experiencing a momentary glitch. All of the information contained in the
system, including usernames and passwords, are held on 3 servers. This is good because it means that if one server fails,
the site will not go down. (2) However, this also means that at times (we’re working to reduce this) a server might not
be “caught up” and might give you an “access denied” message, though you should actually have access. The best thing to
do in this situation is log out, wait 5-10 minutes and try logging back in.
(3) Finally, you might be trying to access something that you simply don’t have authorization to see. If you think this is
the case, but you should have authorization, please contact [email protected].
16 | P a g e
How do I change my password?
When you access your emails through the CRM, the system is essentially logging into your Google account on your
behalf. As such, you need to change your email in both the Google account and the CRM.
First Place to Change Password: Google Account
Go to: http://mail.scorevolunteer.org and login
Your username is the part of your @scorevolunteer.org email address to the left of the “@” symbol. For
example, someone with the email address [email protected] would use jane.doe to login here. The
default password is score2012 (you need to use the full email address as your username when logging into the
CRM.
Click here to
make the menu
appear
Then click
“Settings”
Then you’ll see this screen. Just click on Accounts.
17 | P a g e
Then you’ll see this. Click on Google Account settings.
(Only a few more steps!)
That will bring you here. Click on Security.
(Hang in there, you’re almost done!)
Click on Change Password
(Only one more screen!)
18 | P a g e
Now that you have changed your password in the Google account, you need to tell the CRM system what
that new password is.
Go to www.score.org and login (see instructions in the Quick Start section in the beginning of this guide).
You made it! Enter your current password below,
followed by the new one twice.
(Now, don’t forget to make note of your new password.)
Move your cursor over
“Go to CRM” so this
dropdown menu will
appear. Then slide the
cursor down and click on
Edit Account Settings.
19 | P a g e
The default tab open will be “account.” This is where you
change your password to login to score.org/CRM. It is
not connected to the email mentoring. You can
change the password here or keep it the same. Either
way, you still have one more step to take before you are
done.
From the same screen, click on
“email account settings.”
20 | P a g e
I’m seeing an error that says “There was an error connecting to the mail server…”
You may encounter an error that looks like this:
If you are seeing the error message above, something happened to the connection between the Google email server and
your account. The most likely cause is that you changed your password in either the CRM or Google
account, and now the systems can’t “talk” to each other. Please read the previous FAQ, which explains
how to successfully change your password so you avoid this error.
Make sure you enter the EXACT same password you
used for your Google account. This will ensure that your
email system will work correctly.
21 | P a g e
Another reason you might see this error is that a setting is not correct in your Google account. To check to see if this
is the issue you are having, first login to your Google Email Account (see login instructions in the previous FAQ).
Click here to
make the menu
appear
Then click
“Settings”
Click Here
If “Enable IMAP” is not selected, that is the problem.
When you select “Enable IMAP” more options will
appear beneath it. You can ignore that and just scroll
to the bottom and click “Save Changes”.
22 | P a g e
I’ve received multiple emails from the same client. What should I do?
We are working to make changes to help ensure clients don’t accidentally submit the same request multiple times. If
they do, please alert [email protected] so they can delete the additional requests. If a client sends two different messages
on purpose (for example, a client sends you information about her business and then realized she forgot to mention
something, and sends you another request with the missing information) you should still alert [email protected].
Otherwise the system will think you’ve ignored a request. Again, we are working to create a better solution to this
problem.
Support Website Knowledgebase
There are multiple resources on http://support.score.org/knowledgebase/. If you haven’t watched one of the training
webinars or reviewed the guides, please do so before sending the Support Team an email. Many questions about using
the system can be answered by watching a webinar or reading a guide. By turning to those materials before emailing the
Support Team, you are ensuring that they have more time to address critical issues with the system.