Account Management

The Accounts tab allows you to manage the accounts with current and prospective customers. The list view displays basic information for your accounts—your most recently viewed accounts display by default, but you can select another list view from the List View picklist. Click the Pin this list view icon to select a default List View. From this tab, you can also search for a specific account, view the detail page for an account, or create a new account.

The Account Status field indicates whether an account is Active or Inactive. It is recommended that you reactivate inactive accounts before you add new items to them. Note that you must reactivate accounts through Applied Epic, as you cannot reactivate accounts in Applied Epic for Salesforce or Epic Benefits for Salesforce.

The account detail page displays the full view of an account being serviced, including the account record, owner, activities, attachments, and policy details. You can access, create, and edit accounts in Applied Epic for Salesforce or Epic Benefits for Salesforce, and the information synchronizes in Applied Epic.

Add a New Account

1. Click the Epic New Account button.
   Note: Depending on your organization's needs, you can request the Accounts > New Account button to apply the Applied Epic fields directly to that functionality during implementation.
2. Under the Add Account section, select the Record Type/Format from the dropdown menu. The layout of the page automatically updates to only display fields applicable to your selection. This selection determines the Account Record Type that displays once the account is created:
• If you select Individual as the Record Type/Format, the Account Record Type is Personal.
• If you select Business as the Record Type/Format, the Account Record Type is Commercial.
• If you select Broker as the Record Type/Format, the Account Record Type is Broker.
3. Select the Agency and Branch from the corresponding picklists. If you have structure user defaults defined in Applied Epic, those defaults populate.
4. In the Primary Contact frame, enter at least the Last Name.
5. Fill in the optional fields if desired.
6. Click the Save button.

Edit an Account

1. Click an account to open the detail page.
2. Click Edit to edit the information on the account.
   Note: You can double-click any field with the icon to edit it.
3. The Account Owner field defaults based on the Servicing Role selected during your initial implementation. You can also click the icon beside the Account Owner field to change the owner if necessary.
   Note: You cannot assign an inactive Applied Epic user, Salesforce employee or user as the owner of an account. If you do so, the Account Owner will automatically update to Integration User. To change the default Servicing Role used to populate the Account Owner, contact Applied Customer Support.
4. You can edit any field by click the icon or by double-clicking the field.
5. When you are done making changes, click the Save button.

Account Tabs

Basic account information displays on the Account panel.

Account Details

Under the Details tab, you can edit account information stored in Applied Epic and Applied Epic for Salesforce or Epic Benefits for Salesforce: any updates you make apply to both systems as long as the Sync Status on the account is set to Active.

To edit a field, click either the Edit button on the actions bar or the Edit icon beside any field. Click Save to save changes.

Contacts

The current contacts on the account display in the list. You can add or edit contacts directly from the account as needed. Adding or editing a contact also updates it in Applied Epic. Click Refresh to update the list with any recent changes made to the contacts in Applied Epic. See Contacts for more information about managing contacts (including updating a contact type). If you need to add or edit Contact Roles, see Opportunities.

Add a Contact

1. To add a new contact, click New.
2. The New Contact pop-up window displays. Select a Record Type: Individual or Business.
3. Click Next.
4. The information page of the New Contact window displays. Enter at least the contact’s Last Name under the Contact information section—no other fields are required but entering more information will save you time later.
5. Click Save to add the contact or click Save & New to add the contact and start adding another.

Edit a Contact

1. Select a contact.
2. The contact’s detail page displays. With the Details tab open, click either the Edit button on the actions bar or the Edit icon beside any field.
3. Make any necessary updates. Explain your updates in the Comments section, if needed.
4. Click Save.

Opportunities

Under this tab, you can add an opportunity and edit opportunity information, including Stage, Amount, and Close Date. Click Refresh to update the list with any recent changes made to the opportunities in Applied Epic. See Opportunities for more information about managing Opportunities.

Add an Opportunity

1. To add a new opportunity, locate the account that you want to add the opportunity and click the Opportunities tab.
2. Click the Add New Opportunity button.
3. The New Opportunity pop-up window displays. Complete all the required fields.
4. Click Save to add the new contact, or click Save & New to add the contact and start adding another. An on-screen notification displays for each successful opportunity added.

Edit an Opportunity

1. Locate and open the opportunity you want to edit.
2. The Details screen displays. Scroll down the page and click the Edit button.
3. Make any necessary changes. Explain your updates in the Comments section if needed.
4. Click the Save button.

Policies

All existing policies for an account display on the Policies tab. To filter the list, you can enter criteria into the filter column fields as the top of the panel. Click Refresh to update the list with any recent changes made to the policies.

Click on a policy link label to open the Details in a new tab. Click the Epic Attachments tab to view existing attachments or add new attachments. Click the Epic Activities tab to add new, edit existing, or reopen closed activities and then use the Add Note button. Click the Lines tab to view the lines associated to the policy. Click on the Line Name link label to open the details for that line in a new browser tab.

Epic Benefits for Salesforce users can create benefits policy "shells" directly in Salesforce. See Add a Benefits Policy for more information.

Lines

The lines associated to each policy on an account display on the Policies tab. Open the Policies tab and select a policy from the list in the Policies panel. This displays the associated lines for that policy in the Lines panel. To filter the list, enter criteria into the filter column fields at the top of the panel. Click Refresh to update the list with any recent changes made to the policies or lines.

Click on a line link label to open the Details in a new tab. Click the Epic Attachments tab to view existing attachments or add new attachments. Click the Epic Activities tab to add new, edit existing, or reopen closed activities and to use the Add Note button. Click the Servicing tab to view servicing employees as needed. The line servicing is editable in Applied Epic only. Click the Commissions tab to view the Name, Pr/Br Type, Broker Name, and Producer Name.

You can view the plan details for each benefits-related policy on an Epic Benefits for Salesforce account. From the Policies or Plans tab, select the benefits-related policy or plan from the Policies or Plans panel. Select the line or plan design from the Lines or Plan Design panel and scroll down to the Details, Employee Classes, Background Info, Benefit Coverage, Rates, TPA, Epic Attachments, and Epic Activities tabs. Depending on the settings configured for your user account, the page may display either Policies/Lines or Plans/Plan Details labeling.

Benefit Coverage (tab)

If your organization uses Plan Data Capture forms for benefits plans in Applied Epic, you can also access and edit these forms from the Benefit Coverage tab in Epic Benefits for Salesforce. The forms also reflect any prefills configured in Epic. Plan Data Capture forms are only available in the United States.

You can edit the form in Epic Benefits for Salesforce, and your changes sync back to Applied Epic automatically. For this reason, the Save, Edit, and Cancel actions are unavailable. Some form fields are dynamic, meaning that your selections for them may display or hide additional fields. You must still issue each plan from Epic. If any required information is missing, you will be prompted to enter it at that time. Plans in the Issued state are read-only.

If your organization does not use the data capture forms, or the selected policy type does not use them, the form information that displays on the Benefit Coverage tab is read-only. You must edit details in Applied Epic.

Employee Benefits

Epic Benefits for Salesforce users can view employee benefit information from Applied Epic accounts from within Salesforce, allowing you to view this information without needing to switch between systems. Open an account and click the Employee Benefits tab to view the Account Background Info and the Account Employee Classes. Employee benefit information is read-only in Epic Benefits for Salesforce. To add, edit or delete information, you must do so within Applied Epic.

Account Employee Classes and Plan Employee Classes

Epic Benefits for Salesforce users can add, edit, and remove account employee classes as needed. Account employee classes allow you to define different groups of employees based on their status, eligibility, waiting period, payroll cycle, etc. When you add or edit account employee classes, only the options already configured in Applied Epic are available for selection.

Once account employee classes are created for an account, you can add plan employee classes to plans on that account (with a Service Summary Stage of In Process) to aid you in receiving quotes for group benefits packages. If necessary, you can also use these classes as reporting critieria.

Add an Account Employee Class

You must add employee classes on the account's Employee Benefits tab before you can use the +Add Plan Employee Classes option on the Policies or Plans tab (note that depending on the settings configured for your user account, either a Policies or Plans label may display).

Account employee classes are unique; you must add them to each account individually. Any account employee classes you add in Epic Benefits for Salesforce also sync to the account in Applied Epic.

1. With the account open, click the Employee Benefits tab.
2. In the Account Employee Classes frame, click the +Add Account Employee Class link label.
3. In the Add Account Employee Class popup, select a Description for the employee class from the dropdown. The classes already configured in Applied Epic are available for selection.
4. Make selections or enter values for any of the following options that apply to the class. Your selections must apply to all the employees included in the class. You can create as many classes as needed to ensure that each class's options apply to all employees in the class.
• Employee Status: Select the employee status for the class (inactive, retired, union, etc.)
• Total Count: Enter the total number of employees in the class.
• Total Count As Of: Select the date for which the Total Count is accurate.
• Eligibility: Select whether the employees in the class are eligible or what they are eligible for.
• Waiting Period: Select the length of the waiting period before employees become eligible.
• Payroll Cycle: Select the frequency of pay option that applies to all employees in the class.
• Time Worked Per: Select how the employees' time worked is calculated (per hour, per day, per week, per payroll cycle, etc.).
• Time Worked: Enter the numeric value relating to the Time Worked Per selection.
• Coverage Start: Select when coverage begins for all employees in the class.
• Coverage End: Select the date when coverage ends for all employees in the class.
5. Click Save to accept your entries or Cancel to discard them.

Edit or Delete an Account Employee Class

If necessary, you can edit or delete existing employee classes on an account, but these actions do not automatically update existing plan employee classes. To update a plan employee class with the details from an edited account employee class, you must remove the plan employee class and then add it back. If you delete an account employee class, you must remove the corresponding plan employee classes manually. You cannot undo the deletion of an account employee class.

1. With the account open, click the Employee Benefits tab.
2. In the Account Employee Classes frame, click the dropdown in the class's row and do one of the following:
• Click Edit to open the Edit Account Employee Class pop-up window.
1. Edit each option as needed. The class must have a Description.
2. Click Save to accept your changes or Cancel to discard them.
• Click Delete to remove the class from the account.

Add or Remove a Plan Employee Class

You must add account employee classes as described in the previous sections to make them available to add as plan employee classes on individual policies/plans or lines/plan details. Remember that if you have edited an account employee class, you must remove and re-add the corresponding plan employee classes to apply the changes at the plan level. If you have deleted an account employee class, you must remove the corresponding plan employee classes manually.

1. With the account open, click the Policy or Plan tab (the tab label depends on the settings configured for your user account).
2. Select the Line from the list.
3. Click the Employee Classes tab and do one of the following:
• Click the +Add Plan Employee Class link label.
1. In the Add Plan Employee Class popup, select the checkbox for each employee class you want to add.
2. Click Save to add the classes or click Cancel to discard your selections.
• Click the remove actionon the class's row.

Epic Attachments

Attachments added to the account display on the Epic Attachments tab. All Epic Attachments are saved in Applied Epic but are accessible from both Epic and Salesforce. If you want to edit the name of an existing attachment, you must do so in Applied Epic. The changes display in both systems.

To filter the list of attachments, enter search criteria into the filter column fields at the top of the panel. To ensure that you are viewing the most current attachments from Applied Epic, use the Refresh button to update the list. You can click the Preview icon to display a preview of the first page of the selected attachment. If necessary, click the Download icon to download the attachment.

You can upload up to 25 attachments at a time, up to 5MB apiece. Applied Epic for Salesforce supports the following file types:

• TXT

• XML

• CSV

• PDF

• XLS

• XLSX

• DOC

• DOCX

• PPTX

• TIF

• JPG

• PNG

Additionally, you can assign the access level for each attachment when you upload it or select a Global Access Level from the dropdown to apply to all attachments. Your organizations can define the available access levels in Configure > Attachment > Access Levels in Applied Epic.

Add Epic Attachments

To upload one or more new attachments, do the following:

1. Click the Upload Attachments button to locate the files you want to upload, or drag and drop the files into the upload frame.
2. The Upload Attachments pop-up window displays. Each item's Attachment Name defaults to the uploaded file's name, but you can edit the Attachment Names if necessary. You cannot edit a file's Attachment Name after upload; you must delete the attachments and reupload it to rename it. In the Comment column, you can enter a comment up to 500 characters for each attachment, and your comments automatically sync to Applied Epic.
3. To upload additional files, click the Upload Attachments button again or drag and drop the files into the pop-up window.
4. Once all the files you want to upload display in the Upload Attachments pop-up window, use the Access Level picklist(s) to apply the access level for each attachment. To apply an access level to all attachments, use the Global Access Level picklist.
5. Click Upload to begin adding the attachment(s). A notification displays when the upload begins and a Success notification displays when it completes.

Epic Activities

Activities added to the account display in the list. To filter the list, you can enter criteria into the filter column fields at the top of the panel. Click Refresh to update the list with any recent changes made to the activities in Applied Epic. The Association column displays the type and name of the object to which each activity is associated, including objects in Applied Epic. You can assign specific access levels to notes for activities as needed. If the associated object is an opportunity, policy, activity or line, you can click the name of that object to view the record in Applied Epic for Salesforce or Epic Benefits for Salesforce.

To add a new activity to the account, do the following:

1. Click Add.
2. The Add/Edit Epic Activity pop-up window displays. Under the Add Activity section, select from the picklist whether the activity should be Related To an Account, Policy, or Opportunity.
• If the activity is related to an account, select the Account Structure from the picklist.
3. Select from the picklist the Account, Policy, or Opportunity to which the activity will be related.
4. Enter part or all of the Epic Activity Code and select it from the list.
5. The Description defaults, but you can change it if necessary.
6. Select whether the Epic Activity Owner is an Employee or Work Group.
7. Select the Employee or Work Group from the picklist. Only active work groups are available for selection.
8. Under the Detail section, select the Follow Up/Start date from the calendar.
9. The remaining fields are not required, but it is recommended to fill out as much information as possible.
10. Click Save to create the activity. It is added to both Applied Epic for Salesforce and Applied Epic.

Epic Relationships

The Epic Relationships tab allows you to view and edit existing account relationships and assign new relationships (depending on your role and permissions). If you need to create a new Relationship Type, you must do so in Applied Epic to make the option(s) available for selection in Applied Epic for Salesforce. However, any changes to an account's relationship are updated in both Applied Epic for Salesforce and Applied Epic.

Add a New Relationship

1. Open an account and click the Epic Relationships tab.
2. Click the Add New Relationship button.
3. Begin typing in the Related Account field to display suggestions and click on an account to select it.
4. Choose the Relationship Type and Role from the dropdown.
5. Click Save.

Edit Existing Relationships

1. With the account open, click the Epic Relationships tab.
2. Click the Edit button and do either of the following:
• To remove an existing relationship. click the delete action in its row.
• To add a new relationship. click the add action + and make selections.
3. Click Save to apply the changes or click Cancel to discard them.

Servicing & Structure

Servicing roles define the users who are responsible for various areas of an account. When you add an account from Applied Epic, any Employees on the account are automatically assigned to their respective servicing roles as designated in Epic. Those roles automatically populate the Servicing Roles list, along with their configurations.

To help you manage user security and account reporting, you can associate accounts to specific structures. Click Refresh in the Servicing & Structure tab to update the list with any recent changes made in Applied Epic.

Add an account structure

1. Click the Servicing & Structure tab.
2. Click New in the Account Structures section.
3. The New Account Structure pop-up window displays.
4. Select the Agency, Branch, and Account from the locate lists.
5. Click Save to add the structure or Save & New to add the structure and begin adding another.

Categories

If Agency Defined Categories have been configured in Applied Epic, you can use them in Applied Epic for Salesforce or Epic Benefits for Salesforce. You can add them to the Account, Employee, Line, and Opportunity lightning pages as needed. Use them to build custom reports to meet your needs (for example, to create a targeted marketing campaign).

Agency Defined Categories sync unidirectionally from Applied Epic to Applied Epic for Salesforce and Epic Benefits for Salesforce. You must add or edit Agency Defined Categories in Applied Epic to make them available for selection on the lightning pages.

Add an Agency Defined Category

1. Locate the Account, Employee, Line, or Opportunity to which you want to add the category and click the Categories tab.
2. Click the Add Agency Defined Categories button.
3. The Agency Defined Categories pop-up window displays. Select a category from the Categories dropdown.
4. Select an Option. The choices available in the Option dropdown depend on the category you selected.
5. Click the Save button to add the Agency Defined Category and close the pop-up window.
   Click the Save & New button to add this Agency Defined Category and then add another.
   Click the Cancel button to discard your selections and close the pop-up window.

Remove an Agency Defined Category's Association

1. Locate the Account, Employee, Line, or Opportunity from which you want to remove the category and click the Categories tab.
2. Find the category in the list and click the .
3. Click Delete.