Zendesk Sell provides you with a number of ways to organize and view your data. To more effectively evaluate your Sell data it's important to understand the differences between using tags and custom fields in your leads, contacts, and deals.
This article covers the following topics:
Best uses for tags
Tagging is very useful when you need something to quickly filter your contacts. For example, if you have some contacts that you consider more important than other contacts, you can add a tag such as ‘premium’ to their profiles. You can then select this tag as a filter option and display only the contacts that contain that tag.
You can add tags to leads, contacts, prospects and customers, and deals. The tags you create are also available as filter options in your reports.
You can also search your tags using global Search (see Searching the data in your Sell account). For more information about adding and managing tags, see Using tags in leads, contacts, and deals.
When to use custom fields
Similar to tags, you can also use custom fields for filtering. However, they differ from tags in that you use custom fields to store data. Tags are invariable (the premium tag applied to any number of customers), whereas you use custom fields to store variable data, such as contact numbers and any other additional information you want to capture. The data you collect using custom fields is generally specific to a contact, lead, or deal.
For more information about adding or deleting custom fields, see Creating and managing custom fields.
Creo que adicionalmente a lo mencionado, los tags siempre deben crearse de tal forma que no contradigan información acerca del cliente. Por ejemplo no puede ser que un cliente sea:
Silver, Gold y Platinum
al mismo tiempo. Y como los tags no tienen en cuenta si otro esta presente, para hacer ese tipo de clasificaciones debe hacerse con un campo personalizado y evitar ambigüedades en la información que ofrecen.
I think that in addition to the above, the tags should always be created in such a way that they do not contradict information about the contact. For example, Does not exist a Silver, Gold and Platinum contact at the same time. And since the tags do not take into account whether another is present, to make this type of classifications it must be done with a custom field and avoid ambiguities in the information they offer.
For you use case, I think using a custom dropdown field would be a better solution than tags, since a dropdown field can only set set to one value at a time: Creating and managing custom fields in Sell
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