FAQ - RTU Online 2021

Thank you for your questions!

During the our virtual RTU Online courses, we received over hundreds of questions! We’ve compiled a list of some of the most common questions asked during our RTU Online virtual conference webinars so that you can find your answers quickly and easily!


Check them out below, and don’t forget you can always schedule a one-on-one training session with our Training team by clicking HERE.


General Questions

Q: Will RTU Online be recorded for future reference and repeat viewings?

A: Absolutely! As with all Redtail webinars, RTU Online is recorded and posted for you to view right now, right here: https://help.redtailtechnology.com/hc/en-us/articles/1260804443329-RTU-Online-


Q: Is Redtail going to implement a specific feature I think would be helpful?

A: It’s hard to say! Redtail is always taking into account user feedback and the popularity/feasibility of feature requests. We recommend taking a look at our Feedback page to check the status of certain features, find existing ideas to vote on, or for you to add new ideas for others to vote on. https://feedback.redtailtechnology.com/forums/281220-redtail-tailwag


Q: Are the slides available for RTU Online?

A: Yes they are! You can download them by clicking here: https://redtail-media.s3.amazonaws.com/RTU/RTU-Online/RTU-Online-agenda.pdf 


Q: Can I schedule a one-on-one session with a Trainer to go over questions specific to my database?

A: Yes, you can always schedule a session with our training team. Click here to connect with us and will get you on our calendar: https://corporate.redtailtechnology.com/need-a-trainer/


Day 1

Q: Is there a way to categorize your clients in Redtail (ex: A, B, C or Gold, Silver, Bronze)

A: There is! We recommend using the Contact Category field for this type of customization: https://help.redtailtechnology.com/hc/en-us/articles/203978910-Can-I-add-additional-Contact-Categories-to-my-database-


Q: What is the difference between Primary and preferred in regards to the Contact Card (phone numbers, e-mail address, physical addresses, etc.)?

A: You can find a detailed explanation of the two different terms and their uses here: https://help.redtailtechnology.com/hc/en-us/articles/1260800164649-Contact-Overview-Primary-VS-Preferred


Q: What is the difference between Status and Category in regards to segmenting and organizing our contacts in Redtail?

A: Status typically refers to the highest level of segmentation, such as Client or Prospect. Category refers to the service model or level assigned to that Status, such as Gold or B Level. You can find more information about the differences here: https://help.redtailtechnology.com/hc/en-us/articles/203978390-Recommendations-for-segmenting-your-contacts-using-Status-and-Category


Q: Does Redtail have an example of Database Lists (Status, Category, Opportunity Stages, Keywords, UDFs, and more) for our office to reference?

A: Yes! Our Sample Database lists are by no means industry standard, but they serve as good examples for you to use when thinking about how you want to organize your CRM. You can download the list at the bottom of this article: https://help.redtailtechnology.com/hc/en-us/articles/203978800-Manage-Your-Account-Manage-Database-Lists


Q: Does Redtail have a sample Style Guide that our office can use for reference?

A: Yes! You can find more information about Style Guides as well as downloadable samples a the bottom of this article: https://help.redtailtechnology.com/hc/en-us/articles/360023938094-Style-Guide


Q: How can I be given Admin Access in my CRM?

A: You will need to request access from the database owner or another database admin. Visit our Helpdesk here from more detailed instructions: https://help.redtailtechnology.com/hc/en-us/articles/203979050-How-can-I-add-database-users-


Q: How does Redtail organize family relationships like spouses, dependents, and adult children?

A: Redtail has two ways to organize this: Family and Memberships. Family refers to the tax definition of a family, i.e., Spouses and Dependents. Memberships are designed for everyone else, including adult children, extended family, friendships, and more.

Find more information about Family organization here: https://help.redtailtechnology.com/hc/en-us/articles/203978350-Defining-Family-Relationships


Find more information about Memberships here: https://help.redtailtechnology.com/hc/en-us/articles/203977900-Contact-Memberships


Q: Is there a way to pull a list of duplicate contacts to clean up?

A: Yes! You can use the Contacts by Duplicate Names report. This will look for contacts with identical first and last names, or identical business names. Find more info here: https://help.redtailtechnology.com/hc/en-us/articles/211317608-Contacts-by-Duplicate-Names-Report


Q: I created an Advanced Search/QuickList, and it’s not pulling up the right contacts, why is this?

A: Oftentimes it has to do with the way your search is created. For something like that, we suggest reaching out to support@redtailtechnology.com or calling 800.206.5030 option 3 so we can see your specific search and offer better, personalized assistance.


Q: Are there sample workflows examples we can use as a starting point to create our own?

A: Absolutely! Redtail has a ton of resources on Workflows, including our detailed Workflow series. You can find downloadable PDF examples at the bottom of the article: https://help.redtailtechnology.com/hc/en-us/articles/360003569494-Workflow-Series


Q: Are there any sample Workflow templates that can be imported directly into my CRM?

A: Redtail has partnered with dozens of different Broker Dealers, custodians, and practice management professionals to provide our users with a variety of Workflow options. We recommend reaching out support@redtailtechnology.com or calling 800.206.5030 option 3 so we can get your specific information and provide additional assistance.


Q: What is the best situation in which to use Notes, Activities, or Workflows?

A: Notes are always in the past. They are something that HAS HAPPENED. https://help.redtailtechnology.com/hc/en-us/articles/203979210-Working-with-Notes-


Activities are always in the future. They are something that WILL HAPPEN. Completed activities get entered in as Notes! https://help.redtailtechnology.com/hc/en-us/sections/200709920-Calendar-Activity-Management

Workflows are always about the process. They are a series of Steps and Tasks that all lead towards a common goal. Client Onboarding, Client Reviews, and Prospect Marketing are all examples of common office processes that could be made into Workflows. https://help.redtailtechnology.com/hc/en-us/articles/206500768


Q: Can you have more than one Workflow Step open in a single Workflow?

A: Steps are the roadmap of your process, and therefore cannot have more than one active, open Step in a single Workflow. If you ever find yourself wishing you could be working on additional tasks simultaneously, we recommend perhaps putting them under the same Step.


Q: Can you trigger a separate Workflow from within an existing Workflow?

A: Not at the moment! While users cannot trigger Workflows from other Workflows, we do recommend putting a Task in one of your Steps to trigger any additional needed Workflows.


Q: When using Roles, are we able to customize the role titles? What does CSA stand for?

A: Role titles (Advisor, Associate Advisor, CSA) are not currently customizable. As for CSA, some uses have been as Customer Service Associate, Client Services Assistant, Commendable Super Advisor, it’s been fun seeing offices come up with different uses! Its original intention is to represent Client Services Associate.


Q: Does Redtail have any sample Automation templates?

A: While we don’t have the ability to import Automation templates, you can find some samples on our Helpdesk here: https://help.redtailtechnology.com/hc/en-us/articles/360043035233-Sample-Automation-Templates as well as a detailed walkthrough of Automations here: https://help.redtailtechnology.com/hc/en-us/articles/203979170-Manage-Your-Account-Automations


Day 2

Q: Can I import contacts from an Excel spreadsheet into Redtail?

A: Yes you can! Our Welcome Team is there to assist you with importing your spreadsheet. You can find more information and a formatted spreadsheet here: https://help.redtailtechnology.com/hc/en-us/articles/212946687-Can-I-Import-Contacts-from-an-Excel-Spreadsheet-into-the-CRM-


Q: How can I create a list of contacts in Redtail?

A: Depending on the type of list you want to create, you can either use a Tag Group or a Quicklist. Find out more about the differences between the two and when to apply them here: https://help.redtailtechnology.com/hc/en-us/articles/203978120-I-need-to-make-a-list-of-people-within-Redtail-What-s-the-best-way-to-do-that-


Q: How can I send broadcast emails from within Redtail CRM?

A: You can learn all about sending Broadcast Emails and setting up your email preferences right here: https://help.redtailtechnology.com/hc/en-us/articles/203977590-How-do-I-send-Broadcast-Emails-from-within-Redtail-


Q: How can I manage my opportunities and sales pipeline in Redtail?

A: You can use our Opportunities tool to help track the stages of your sales pipeline! Learn more about opportunities here: https://help.redtailtechnology.com/hc/en-us/articles/203976860-Opportunity-Tracker


Q: What’s the difference between Workflows and Opportunities?

A: Workflows are more process oriented, while Opportunities are more about tracking the potential money being brought on. Prospecting and Client Onboarding are typically workflows first, and can be linked to opportunities to better follow that process.


Q: What’s the difference between Servicing Advisor and Writing Advisor?

A: Servicing and Writing Advisor are customizable fields designed for reporting and organization. Typically, they’re referring to a two-advisor split, shared clients, or even senior and junior advisors. Lots of offices use them to represent different advisors’ responsibilities on that client. You can learn more here: https://help.redtailtechnology.com/hc/en-us/articles/360042661834-Multiple-Rep-Codes


Q: What’s the difference between Keywords and Tag Groups?

A: Keywords and Tags operate very much in the same way. Keywords are typically historical and permanent, while Tag Groups are future and temporary. Admins control the Keyword list and all users can add Tag Groups. Tag Groups are for marketing and temporary projects and can be used to sync contact data in bulk to marketing integration partners. Both are searchable though! You can find more info here: https://help.redtailtechnology.com/hc/en-us/articles/360017881953-Tag-Groups-Vs-Keywords-VS-UDFs-33-41-


Q: Does Redtail have an example of Database Lists (Status, Category, Keywords, UDFs, and more) for our office to reference?

A: Yes! Our Sample Database lists are by no means industry standard, but they serve as good examples for you to use when thinking about how you want to organize your CRM. You can download the list at the bottom of this article: https://help.redtailtechnology.com/hc/en-us/articles/203978800-Manage-Your-Account-Manage-Database-Lists


Q: Where can I enter in a client’s driver’s license information?

A: You can add a driver license to the contact record by clicking on the Know Your Client section on the left navigation menu, then clicking Misc Client Info. More detailed instructions can be found here: https://help.redtailtechnology.com/hc/en-us/articles/203978480-Know-Your-Client-Identifications


Q: How can I build a Custom Export to see only the information I want to see?

A: You can find the detailed instructions of how to build and run Custom Exports here: https://help.redtailtechnology.com/hc/en-us/articles/203976580-Custom-Exporting


Q: Can I sync my Redtail calendar with Outlook?

A: You can! Find out more about our Retriever Cloud for Outlook tool here: https://help.redtailtechnology.com/hc/en-us/articles/360013805134-Retriever-Cloud-for-Office-365


Q: Can I sync my Redtail calendar with Google?

A: Yes! Check out how to use our Retriever Cloud for Google tool here: https://help.redtailtechnology.com/hc/en-us/articles/360033821734-Retriever-Cloud-for-Google


Q: Can I change the colors of my Redtail calendar?

A: Yes you can! The colors of your calendar activities are based on Activity Type. That means your phone calls are different than your appointments and your tasks. Right now, you cannot change colors based on attendee. https://help.redtailtechnology.com/hc/en-us/articles/203977490-I-need-different-colors-for-my-activities-Does-Redtail-allow-you-to-color-code-Calendar-


Q: Do you have any suggestions for Activity Templates?

A: You can find a few examples of possible Activity Templates here: https://help.redtailtechnology.com/hc/en-us/articles/360042541874-Sample-Activity-Templates


Q: Do you have any examples of possible Note templates?

A: We do! You can find some of the suggestions for Note templates here: https://help.redtailtechnology.com/hc/en-us/articles/360043031533-Sample-Note-Templates


Q: Do you have suggestions of how my office can better track Client Reviews in Redtail?

A: I’d recommend checking out our How to Handle article all focused on Client Reviews here: https://help.redtailtechnology.com/hc/en-us/articles/360024084433-Client-Reviews-Long-


Q: What’s the best way to approach RMDs in Redtail?

A: RMDs are a major part of our user’s business, and we’ve put together a helpful How to Handle article that details how you can approach them. You can find that here: https://help.redtailtechnology.com/hc/en-us/articles/360043138313-RMDs

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