At the core of Cerb is a data management system for organizing collections of records. A record is a distinctly identifiable entity: email address, contact, email message, task, etc. The different types of records are called contexts. Each record within a context is assigned a unique numeric identifier (ID).
Each record contains a set of fields to describe its attributes. Some fields are built-in, like the name and email address of a contact, or the subject and body of an email message. These fields can’t be changed.
New custom fields can also be added to records based on the needs of a particular organization.
You can add many kinds of custom fields:
- Files: Multiple
- Multiple Checkboxes
- Record Link
- Text: Multiple Lines
- Text: Single Line
Related custom fields can be grouped together into a fieldset. Fieldsets can also be used to classify a record. For instance, when using the asset tracking plugin, you can add fieldsets for Automobile and Computer with appropriate fields and then filter worklists by those types.
A card summarizes a particular record in a popup window. This allows information to be retrieved and displayed quickly from anywhere in Cerb without leaving the current page.
Cards also provide shortcuts to common functionality for a given record. For example, when viewing the card of a contact you’ll see their ticket history broken down by status: all, open, waiting, and closed. When viewing the card of a ticket, you can also open the cards of any participant or message on that ticket. You can read the entire conversation on a ticket without leaving its card.
If you have permission to modify a record, you’ll see an Edit button at the top of its card.
The full page view of a particular record is called its profile. This expands on the information summarized by a card.
The relationships between records is described by links. For instance, if a task is associated with a particular client organization, those records can be linked together.
When records are linked, they’ll be displayed on each other’s cards and profiles for quick traversal.
Comments can be added to records as a form of note-taking. For instance, as progress is made on a task it can be documented with comments. This allows workers to quickly share information. Workers can also be addressed with an @mention to send them a notification about the comment.
Comments on a record are visible from its card and profile.
A watcher is a worker who wants to receive a notification about all new activity on a specific record. For example, a supervisor may be a watcher on all new tickets in a specific group to monitor the quality of the messages being sent to customers.
The activity log records a history of events that have affected a record. For instance, when a task is closed, or a customer responds to an email, these activities are logged.