Last update: 7/23/2025
| SF-API Team (Trust Company of the West – TCW) |
| New Accounts and Client Delivery Managers: Genz Acebedo and Eugene Notario |
| Subject Matter Expert: Jomalene Penaflor Specialists: Richelle Ramos, Alaiza Rectin, Ben Lorenz Esber, Lauzette Mariano, Mary Paulyn Mondero |
| TRANSCRIPTION GUIDELINES | ||
| DANA Fields | Interpretation | Relevance |
| Task Description | *for 1 advisor in a recording, [FA – Firm] Example: John Doe – Merrill Lynch *If the recording has 2 advisors from the same firm, [FA1] & [FA2] – Firm *If the recording has 2 advisors from the different firm, [FA1] & [FA2] *If the recording has three or more advisor from the same firm, [FA1] & Others – Firm If the recording has three or more notes from different firms, [FA1] & Others For FA and Firm Names: dictated name, full name/name from CRM, and common name can be used. |
Required |
| Note: Task Description for the first note in multiple notes/split notes will reflect on all succeeding notes (within the same recording) | ||
| Task Comments | Utilize only for immediate clarification with the User Example: Hi [User], Kindly provide the missing information. Thank you! *For TCW Team use only* |
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| Type | Tasks | Required |
| All activities are defaulted to Tasks | ||
| Existing? (Y/N) tick box |
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| Utilize only for revising previously entered notes by the team.
*For TCW Team use only* |
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| Untick (N): If note has no existing activity in the CRM Search (default) Tick (Y): If note has an existing activity in the CRM Search (used only for activities previously created by Hey DAN that needs to be updated upon request by the User) |
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| Special Instructions | Instructions given by User to Hey DAN | |
| Internal Comments | ||
| **Blank Audio/Recording or Pocket Dial: [Blank recording 0:__:__._] [Pocket dial 0:__:__._] | ||
| **Notes for other FTEs, proofer or enterer | ||
| Note Timezone | Not currently utilized | |
| Group tick box |
Utilize only if the note has two or more contacts.
Untick: If the activity has only one contact/attendee (default) |
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| Follow-up tick box & dropdown |
Not currently utilized | |
| Contact CRM Search Fields |
Required | |
| Use this section to search for the contact/advisor’s profile. | ||
| If the search is successful, the contact/advisor’s name/s will reflect below the CRM Search fields. | ||
| Select the correct profile by clicking the name (will be highlighted in orange once selected), then the chosen result/s will reflect on the field below. | ||
| Note: There can be multiple “Contacts” tagged in one group note. | ||
| If in case the contact has no profile in the CRM Search, create a placeholder and input the First Name and Last Name of the contact (This is important make the contact’s name reflect in DANA for clarification purposes) |
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| ***BEFORE SEARCHING, ALWAYS CHECK THE USER’S PREFERENCES*** | ||
| In choosing the correct contact profile, please check User’ Preferences below for each division (Record Type default): | ||
| Users under Strategic Accounts (SA) – INST/PCS (default unless otherwise specified) | ||
| Users under Wealth Advisor Group (WAG) – Rep (default unless otherwise specified) *if specified as Sales Team – select contact profile with “Sales Team” Record Type **If no specific Rep profile found but Group/Team profile only, select contact profile with “Sales Team” Record Type |
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| Users under Private Client Group (PCG) – INST/PCS (default unless otherwise specified) or Rep
Users under IAG – INST/PCS (default unless otherwise specified) or Rep |
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| Add TCW Employee (Other than the WS) if dictated that they’re present in the meeting. |
| Related to Account CRM Search Fields |
Required | |
| Use this section to search for the Firm of the contact. | ||
| If the search is successful, the contact/advisor’s Firm will reflect below the CRM Search fields. | ||
| Select the correct profile by clicking the Firm (will be highlighted in orange once selected), then the chosen result/s will reflect on the field below. | ||
| NOTE: There will be times that if you search for the firm profile, many results will appear. Rule of thumb here is to pick the exact firm name reflecting on the FA’s profile i.e. Morgan Stanley Smith Barney | ||
| If in case the contact has no profile in the CRM Search, just leave this field blank. | ||
| Populate this field once contact profile has been identified and selected after clarification. | ||
| In choosing the correct contact profile, please check User’ Preferences below for each division (Record Type default): | ||
| Users under Strategic Accounts (SA) – INST/PCS (default unless otherwise specified) | ||
| Users under Wealth Advisor Group (WAG) – Sponsor (default unless otherwise specified) *if specified as Sales Team – select contact profile with “Sales Team” Record Type **If no specific Rep profile found but Group/Team profile only, select contact profile with “Sales Team” Record Type |
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| Users under Private Client Group (PCG) – INST/PCS (default unless otherwise specified) or Sponsor
Users under IAG – INST/PCS (default unless otherwise specified) or Sponsor |
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| Note: Please DO NOT populate this field if the note has a Related to Campaign tagged | ||
| Assigned To Search Fields |
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| Default: Leave blank | ||
| NOTE: Use this field for searching for other User/Internal User AS DICTATED ONLY (for future-dated activities) | ||
| Related to Campaign CRM Search Fields |
Required | |
| Use this section to search for the Campaign. | ||
| If the search is successful, the Campaign name will reflect below the CRM Search fields. | ||
| Select the correct profile by clicking the Campaign (will be highlighted in orange once selected), then the chosen result/s will reflect on the field below. | ||
| NOTE: Only one Campaign can be tagged on one note | ||
| Subject | Required | |
| As specified/dictated by the User. If not dictated, we can use the following suggested subjects. Meeting/Call/Virtual Meeting/Conference Call are interchangeable or can use the default “Meeting with [name] of [firm]” | ||
| For FA and Firm Name — dictated name, full name/name from CRM, and common name can be used. | ||
| For team uniformity, first choice is the dictated name, then name from CRM/full name, then common name, | ||
| Meeting with [FA] of [Firm] — if activity Type is In Person Meeting | ||
| Cue words: “In person meeting with”, “1-on-1 meeting with”, “Breakfast with”, “Lunch with”, “Dinner with”, “Group meeting with”, “Coffee with”, “Introduction meeting with” |
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| Virtual Meeting with [FA] of [Firm] — if activity Type is Virtual Meeting | ||
| Cue words: “Virtual meeting”, “Zoom meeting”, “Teams meeting”, “WebEx”, “Skype”, “Facetime”, “Gmeet” or “Google Meet” |
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| Call with [FA] of [Firm] — if activity Type is Phone Call | ||
| Cue words: “Call with”, “Phone call with”, “Spoke with” | ||
| Voicemail for [FA] of [Firm] — if activity Type is Phone Call | ||
| Cue words: “Left a voicemail message” | ||
| Conference Call with [FA] of [Firm] — if activity Type is Phone Call | ||
| Cue word: “conference call” | ||
| Email for [FA] of [Firm] — if activity Type is Email | ||
| Entertainment with [FA] of [Firm] — if activity Type is Entertainment | ||
| Cue words: “Golf with”, “Sponsored a client event”, “Went out fishing”, “Watched a basketball game” | ||
| Type | Required | |
| As specified/dictated by the User or based on context of the activity/note | ||
| Select from the dropdown options below: | ||
| Phone Call In Person Meeting Virtual Meeting Entertainment |
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| Phone Call | ||
| Cue words: “Call with”, “Phone call with”, “Spoke with”, “Left a voicemail message”, “Conference Call” | ||
| In Person Meeting (default) – if not specified | ||
| Cue words: “In person meeting with”, “1-on-1 meeting with”, “Breakfast with”, “Lunch with”, “Dinner with”, “Group meeting with”, “Coffee with”, “Introduction meeting with” |
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| Virtual Meeting | ||
| Cue words: “Virtual meeting”, “Zoom meeting”, “Teams meeting”, “WebEx”, “Skype”, “Facetime”, “Gmeet” or “Google Meet” |
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| Entertainment | ||
| Cue words: “Golf with”, “Sponsored a client event”, “Went out fishing”, “Watched a basketball game” | ||
| Product Discussed | Required | |
| As specified by the User | ||
| Skip/leave blank if not specified or check meeting note context for clues | ||
| “NEVER use products with UCITS.” | ||
| Priority | Required | |
| As specified/dictated by the User. Select from the dropdown options below: | ||
| High Normal Low |
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| Normal (default) unless otherwise specified | ||
| Status | Required | |
| As specified/dictated by the User. Select from the dropdown options below: | ||
| Not started In Progress Completed Waiting on someone else Deferred |
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| Completed (default) for not specified completed tasks | ||
| Not Started (default) for Future-dated notes | ||
| Due Date | Required | |
| Activity Date | ||
| As specified/dictated. If not specified, use recording/email date. | ||
| Date should be specified for future-dated notes | ||
| Comments (Note Text) | Required | |
| ***BEFORE TRANSCRIBING THE NOTE TEXT, ALWAYS CHECK THE RECRUITERS’ PREFERENCES***
Writing Styles |
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| (Activity comments here; transcribe smart clean verbatim) | ||
| Users under Institutional Advisory Group (IAG) and Strategic Accounts (SA) uses default note text format. Please check User’ Preferences below (defaults): |
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| **Comments: [field] Use format below; use (-) bullets for talking points (not paragraph)
Summary: (As specified/ N/A if none provided) Date: (As specified or recording/received date) Prospect Attendees: (Contact Name – As specified) TCW Attendees: (As specified/ N/A if none provided) Follow-up: (As specified/ N/A if no none provided) Notes: (As specified/ N/A if no none provided) |
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| Merrill Fields | Required | |
| As specified/dictated if contact/advisor is from Merrill Lynch | ||
| **If not specified, reach out to the User to provide the missing Merrill fields values | ||
| if contact is non-Merrill Lynch, skip/leave all fields blank | ||
| Merrill Initiative | ||
| [IMM], [Tax Efficient], [Muni], [Tax Efficient], [Equity], [Cash], [Client Acquisition], or [Other] | ||
| Merrill Engaged | ||
| [Yes] or [No] | ||
| Merrill-Activity Type | ||
| [Outbound Call], [Outbound Call – Left Message], [Inbound Call], [Branch Meeting], [1 on 1 Meeting], [Virtual Meeting (Skype, Webex, etc.)], or [Client Event] | ||
| Merrill Outcome | ||
| [Advisor Interested Follow up Required], [Setup Client Meeting], [Setup Virtual Meeting], [Setup Seminar], [Closed Won New Business], [Closed Lost No Opportunity], [Referred to Specialist Team], [Product Update], [Value Add/FA Training] | ||
| Merrill Opportunity | ||
| Amount in dollars (numeric numbers only – do not incude dollar sign $ and comma) | ||
| Merrill CRD | ||
| N/A – leave blank | ||
| Some wholesaler use default for Merrill fields. Please read their defaults in user’s preference. | ||
| Hey DAN (default) | ||
| Same as Due Date (Normal and futured-dated) | ||
| Only use this field for searching for existing activities in the CRM using the SF ID | ||
| *For TCW Team only* | ||
| # of notes generated from the page | ||
| Choose/Tick note for proofing/ready. |
| Activity Source | Required | |
| Completed Date | Same as the Due Date | Required |
| Task ID (For Existing Record Search) |
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| Count Cross-check | Required | |
| Transcribing/ | Required | |
| Proofing complete |
Exercise Files