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Types of Records

When multi-editing records, the fields that can be modified are controlled by the multi-edit workspace that is named in the staff member's profile. This allows administrators the ability to add or remove specific fields that can be edited for multiple records. (See Answer 2466: Including fields in a workspace for information on how to modify fields in a workspace.)

To determine which workspace is used by a staff member, open the staff member's account to determine their staff profile and then open that profile to determine which workspace is used to multi-edit the type of record you are interested in.

Contacts and Organizations: With contacts or organizations records, use the multi-select feature to change the value of menu, and radio custom fields. In addition, with contact records, you can enable or disable the contacts and change the contact Type.

Answers: With answers, you can use the multi-select feature to set menu and radio custom fields. You can also change the status, the staff member the answer is assigned to, and you can add an internal note to all the answers if necessary.

Incidents: With incidents, you can modify menu and radio fields as well as the incident queue, status, and staff member the incident is assigned to. You can also add content to the Customer Entry, Response, and Notes fields and send responses to the contacts listed for the incidents.

Opportunities: With sales opportunities, you can modify menu and radio custom fields as well as summary information including the Assigned, Territory, Status, Strategy, Sales Stage, Closed and Forecast Close system fields.

Tasks: With tasks, you can change the assignment, including the opportunity. In addition, you can edit the due date, planned completion date and actual completion dates.

Editing Multiple Records From Report Results 

1. With the appropriate report, search for the group of records that you wish to multi-edit (for example, answers, incidents, contacts, organizations, or tasks). The records to edit should be listed in the search results of the report.
2. To select a subset of items from a larger group, press the Control key and individually select the items you wish to edit from the records in the view grid. To highlight a consecutive list of items, click the first item in the list, press the Shift key, and click on the last item.
3. Right click and select Open or Edit > Record and select the appropriate tab and field(s) to edit.
   1. Note: The fields available depend on what has been added to the multi-edit workspace for the data type.   
4. Edit the fields as appropriate.
5. Click Save or Save and Close.

Editing Multiple Records Using the Ribbon 

1. With Inline Editing enabled in a report, press Ctrl while selecting each record.
2. Click the Home tab.
3. Click the Edit Selection button. A menu displays the fields that can be edited in the rows.
   1. Note: Not all fields are available for inline editing.
4. Select the field that you want to edit.
5. Edit the fields as appropriate.
6. Click the OK button to apply the changes to the selected records.