Sage CRM User Guide - Sage CRM Community

Sage CRM 2017 R3
User Guide
Updated: July 2017
© 2017, The Sage Group plc or its licensors. Sage, Sage logos, and Sage product and service names
mentioned herein are the trademarks of The Sage Group plc or its licensors. All other trademarks are the
property of their respective owners.
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Contents
About this guide
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Getting started
13
About Sage CRM
Logging on
Changing your password
Resetting your password
Logging off
Basic screen elements
Using top bar
Tabs
My CRM tabs
Company and Person tabs
Navigating
Tab key
Hot keys
Go arrows
Search Select Advanced
Required fields
User preferences
Configuring preferences
Preferences UI reference
Finding information
Using Quick Find
Using Find screens
Using Advanced Find
Using Keyword Search
Working with saved searches
Working with lists
Onscreen coaching
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Getting help
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Contacts
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Customer information
Methods to add new information
Adding a new company
Validation errors
Territory management
Updating an existing company
Working with relationships
Working with notes
Building a company team
Adding a person without a company link
Reassigning a person to a company
Working with duplicates
Deleting company or person records
Viewing contact history
Calendar
About calendar
Difference between tasks and appointments
Approaches to using tasks and appointments
Setting calendar preferences
Printing out a calendar view
Managing tasks
Managing appointments
Email
Sage CRM email
Setting a default email template
Managing your email signature
Sending an email
Using Microsoft Outlook to send emails
Replying to an email
Converting emails
Filing inbound and outbound emails
Email shortcut keys
Exchange Integration
About Exchange Integration
Synchronizing contacts
Synchronizing tasks
Synchronizing appointments
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Reviewing Exchange Integration logs
Classic Outlook Integration
About Classic Outlook Integration
Working with the Classic Outlook Plugin
Synchronizing Sage CRM and Outlook
Working with Classic Outlook Integration
Lite Outlook Integration
About Lite Outlook Integration
Working with the Lite Outlook Plugin
Working with Lite Outlook Integration
Documents
Managing documents
About mail merge
Working with templates
Attaching a document to a Sage CRM record
Attaching an email to a Sage CRM record
Working with shared documents
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Sales
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Leads
What is a lead?
Creating a new lead
Matching a lead to an existing company
Qualifying a lead
Converting a lead to an opportunity
Manually progressing leads
Viewing the leads pipeline
Viewing leads assigned to you
Creating a lead from My CRM
Deleting a lead
Opportunities
What's an opportunity?
Creating a new opportunity
Adding products to an opportunity
Progressing an opportunity
Generating a quick quote or order
Sending a quick quote or order
Generating a quote
Turning a quote into an order
Generating an order
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Closing a sale
Losing a deal
Manually progressing opportunities
Viewing the opportunities pipeline
Running an opportunity report
Viewing current opportunities
Creating an opportunity from other contexts
Deleting an opportunity
Creating quotes and orders outside the opportunity context
Sales forecasting
What is sales forecasting?
Sales forecasting terminology
Creating a forecast for yourself
Submitting a forecast
Viewing past submitted forecasts
Working with your team's forecasts
Administrator access to forecasts
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Marketing
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Campaign management
What is campaign management?
Adhering to anti-spam regulation
Setting up a new campaign
Cloning a campaign
Performing an internal mail merge
Scheduling an internal telesales activity
Setting up new response codes
Creating a group from the Wave Activity tab
Reporting on opportunities generated through campaigns
Setting up an E-marketing campaign
Creating an E-marketing email
Setting up a drip marketing campaign
Creating a drip marketing email
Creating a drip marketing call list
Editing E-marketing email templates
Analyzing E-marketing campaigns
Working with the E-marketing User Profile tab
MailChimp campaigns
About MailChimp
Adhering to anti-spam regulation
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Logging on to MailChimp
Adding contacts to a MailChimp list
Creating a MailChimp campaign
Deleting a MailChimp campaign
Viewing MailChimp campaign results
MailChimp error messages
Groups
About groups
Creating a group
Managing a group
Performing actions on a group
Working with key attribute profiling data
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Customer service
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Cases
What is a case?
Creating a new case
Assigning a case to a colleague
Progressing a case
Solving a case
Closing a case
Adding a solution to the solutions knowledge base
Manually progressing cases
Viewing the cases pipeline
Running a case report
Determining which cases you're working on
Deleting a case
Solutions
What is a solution?
Viewing solutions
Adding a new solution
Adding a new solution from a case
Publishing a solution
Deleting a solution
Linking a solution to a case
Emailing a solution
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Reports
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Standard reports
Running a report
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Saving report search criteria
Exporting a list report
Grouping favorite reports
Interacting with report charts
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Dashboards
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Interactive dashboard
About the interactive dashboard
Accessing the interactive dashboard
Getting started with the interactive dashboard
Selecting a dashboard
Setting a default dashboard
Creating a dashboard from a template
Management dashboards
Copying a dashboard
Creating a new dashboard
Modifying dashboard details
Deleting a dashboard
Setting up an interactive company dashboard
Gadgets
Templates
Classic dashboard
What is the classic dashboard?
Setting up a new classic dashboard
Changing content directly from the classic dashboard page
Editing classic dashboard details
Modifying classic dashboard content
Adding saved searches to a classic dashboard
Adding favorite reports to a classic dashboard
Adding report charts to a classic dashboard
Setting up a classic company dashboard
Modifying the content of the classic company dashboard
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Telephony
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Outbound call handling
Introduction to outbound call handling
Setting up outbound call handling
Outbound call handling buttons
Outbound call handling tabs
Accessing outbound calls
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Working with outbound calls
Computer telephony integration (CTI)
About CTI
Downloading the CTI Plugin
Making an outbound call
Taking an inbound call
Handling connected calls
Working with the Active Calls list
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Mobile
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Working with mobile apps
Using Sage CRM on a mobile device
Logging on and logging off
Adding a home screen icon
Finding information
Changing information
Adding information
Navigating your calendar
Running a report
Working with the classic dashboard
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Self Service
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About Self Service
Enabling a Person for Self Service
Enabling a Company for Self Service
Logging on to Self Service
Anonymous visitors
Newsletter
Registered visitors
Reviewing existing cases
Logging a new case
Requesting information
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Glossary
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About this guide
This guide is for Sage CRM users who know how to use a web browser. The navigation instructions in the
guide assume that you're using the Contemporary Theme.
This guide refers to Sage CRM but your system might have a different brand name, such as Sage 200 Sales
and Marketing. The system works in the same way regardless of its name. The functionality that's available
to you depends on the modules that you're licensed to use.
This guide has the following chapters:
Chapter
Description
Getting started
Provides general information about Sage CRM, its user interface
elements, and how to start using the system.
Contacts
Provides information on how to manage contacts in Sage CRM
You can find out how to:
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Work more effectively with large amounts of data.
Build a customer profile and keep customer information up to
date.
Manage your calendar, schedule meetings, and set reminders.
Send and reply to emails from Sage CRM and use email
templates.
Work with Sage CRM Exchange Server Integration.
Work with Sage CRM Classic Outlook Plugin: synchronize
contacts, tasks, and appointments.
Work with Sage CRM Lite Outlook Plugin: add contacts and file
emails from Microsoft Outlook to Sage CRM.
Store customer data in documents and use them for printing,
faxing, or emailing.
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Chapter
Description
Sales
Provides information on how to work with sales opportunities and
forecasting:
Marketing
Customer service
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Progress a qualified lead through to a closed deal.
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Create and submit a sales forecast.
Provides information on how to:
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Work with unqualified prospect information.
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Set up and manage groups.
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Manage and track marketing campaigns.
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Create a MailChimp campaign and view campaign statistics.
Provides information on how to:
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Progress a customer service issue from logged through to
resolution.
Work with Service Lever Agreements.
Create and publish solutions to expand your company's
knowledge base.
Reports
Provides information on how to generate reports.
Dashboards
Provides information on how to:
Telephony
Mobile
Self Service
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Set up interactive dashboards and add gadgets.
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Set up and customize classic dashboard pages.
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Use preferences to change how Sage CRM displays information.
Provides information on how to:
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Work with a list of outbound phone calls.
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Install and use the Computer Telephony Integration (CTI) Plugin.
Provides information on how to:
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Work with Sage CRM mobile apps.
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Use Sage CRM on a mobile device.
Provides information on how to work with Sage CRM Self Service.
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Getting started
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About Sage CRM
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Logging on
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Changing your password
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Resetting your password
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Logging off
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Basic screen elements
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Tabs
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Navigating
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User preferences
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Finding information
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Onscreen coaching
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Getting help
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About Sage CRM
Sage CRM is a single source for all your customer management needs. The system helps integrate
marketing, sales, customer service, and customer information tools together in an entirely web-based
package. Why is that so valuable?
Consider a typical office environment:
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Someone takes a phone call for a representative in a different department and forgets to tell them.
Result? A lost opportunity.
Your desk is littered with sticky notes reminding you to do things, but what do you have to do today?
Sales and customer service both work with the same customers, but use separate systems—or
none at all. No one has a clear idea what has been happening with that customer recently.
Different sales teams are pursuing different agendas, so you can't see what is in the pipeline.
A customer phones up, irate that his simple query hasn't been answered yet. But that should have
been dealt with.
Sage CRM can bring it all together. With Sage CRM, you can complete the following tasks:
Task
Manage contacts
Manage your time
Manage
documents
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Details
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Focus on the information most relevant to the work you're doing right now.
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Create and update customer information.
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Create unlimited notes for special detail.
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Schedule reminders and appointments.
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Assign, re-assign, and delegate activities.
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Plan your workload and view your history of actions.
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Manage your personal schedule.
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Manage team workloads.
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Create letters, emails, and proposals using standard templates. l
Store all documents as part of shared customer history.
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Attach documents to communications.
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Send emails and attachments using standard mail protocols.
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Record your communication tasks.
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Task
Qualify leads
Manage sales
Generate and
view reports
Provide customer
service
Details
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Record and qualify raw lead data.
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Use outbound call lists to work on multiple campaigns.
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Generate leads from a telephone-based follow-up campaign.
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Report on the success of a campaign.
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Track opportunities as they move through the sales cycle.
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Record and maintain a history of all progress updates.
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Assign opportunities and tasks to colleagues for team selling.
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Maintain a communication history for each sales opportunity.
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Report and analyze sales progress, forecasts, and lists.
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Produce account lists and pipeline overviews.
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List customer cases.
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Analyze performance and forecasts.
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Monitor campaign success.
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Run standard reports from your Web browser.
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Log customer service calls.
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Track customer service issues as they progress through to resolution.
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Monitor Service Level Agreement adherence.
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Personalize your
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Publishing solutions and performing key word searches on a solutions
database.
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Escalate overdue cases.
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Set up personalized dashboards.
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Change the look and feel of the user interface.
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Switch between your top five hot prospects.
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Maintain an overview of your high priority customer service issues.
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Set your own time zone and currency preferences.
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Logging on
1. Open your web browser.
2. Enter the URL provided by your system administrator. This typically looks like
http://yourserver/yourapp.
3. Enter the user name and password provided by your system administrator.
4. Click Log On.
Depending on your system configuration and user preference settings, Sage CRM opens on your default
starting screen.
Changing your password
To change your password from the Logon page:
1. Select the Change Password check box.
2. Type your old password in the Old Password field.
3. Type the new password in the New Password and Confirm Password fields.
4. Click Log On.
To change your password once you're logged in:
1. Click <My Profile> | Preferences, then Change Password.
2. Enter your old password in Old Password and enter your new password in New Password and
Confirm Password.
3. Click Save.
Your system administrator will inform you of the rules you need to follow when specifying a new password,
for example how many and what types of characters you need to include in the password.
Resetting your password
If you've forgotten your password and cannot log on, contact your system administrator who will reset it for
you.
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Logging off
To log off, click <My Profile> | Log Off.
You're automatically logged off if you close the browser or navigate to another site from the Sage CRM
window.
Basic screen elements
A Sage CRM screen can be divided into a number of panels. Each panel groups related information for
easier viewing. For example, the Login and Session Preferences panel on the Preferences screen
groups all fields relating to your login and session settings.
You can use the following elements:
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1 (Sage CRM logo). Click the logo to return to your default initial page from anywhere in Sage CRM.
For more information on how to set your default initial page, see Configuring preferences.
2 (main menu). Allows you to access commonly used areas of Sage CRM, such as Dashboard,
Calendar, and primary and secondary entities you work with. The main menu is always available
regardless of your current Sage CRM context. To display or hide the tabs that are included in My
CRM, Team CRM, and other drop-down lists, click the list and click Configure. Select or clear
check boxes in the Display Tab column as appropriate, and then click Save.
3 (top bar). Provides quick access to search, your favorite records, active notifications, recently
viewed records, and <My Profile> area. For more information, see Using top bar.
4 (horizontal tabs). Allow you to switch between the tabs available in the current Sage CRM context.
For more information, see Tabs.
5 (new). Allows you to create new entity records and communications (tasks, appointments, and
emails). You can also use this button to export data to a number of formats.
To add a new record or communication in the context of the current record, click | <Item>.
To export data to a Word document, click | Merge to Word.
To export data to a PDF document, click | Merge to PDF.
6 (action buttons). Allow you to perform actions related to the current context. For example, you can
edit data, create new items, change contact information, or progress sales opportunities.
Using top bar
Note: For information about other elements of the Sage CRM user interface, see Basic screen
elements.
The top bar provides quick access to search, your favorite records, active notifications, recently viewed
records, and the <My Profile> area.
The top bar has the following elements:
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Element
Description
Search box
Use Search to quickly search for records in four ways.
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Using Quick Find: To perform a search across all entities at once, enter key
terms in Search.
Using Find screens: To perform a search across a particular entity, click the
Search arrow and click the entity type.
Using Advanced Find: To perform a complex database search across a
particular entity, click the Search arrow and click Advanced Find.
Using Keyword Search: To search for keywords across specified primary
entities, click the Search arrow and click Keyword Search. You can
include wildcard characters to search for a variety of text and characters.
Note: Quick Find is available in the Contemporary theme only.
(Notifications)
Click to display a list of active notifications. Notifications are usually reminders for
tasks or appointments, or system alerts set up by you or your system administrator.
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The number of notifications you have is displayed above the Notifications
icon on the top bar. If the total number of notifications is greater than the
number of notifications that are displayed on screen when you click the
Notifications icon, you must dismiss one or more notifications to view the
remaining notifications.
Click a notification in the list to open the record, appointment, or task on the
main screen.
To dismiss a single notification reminder, click the bin icon beside the
notification.
To snooze a single notification reminder, click the clock icon beside the
notification and select a snooze duration.
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To close the list, click elsewhere on the screen.
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Element
(Favorites)
Description
Click to display a list of your favorite Sage CRM records that you can access
quickly. You can favorite a company, person, case, opportunity, lead, solution,
communication, order, quote, or custom entity record. To add a record to this list,
open the record and click the star icon beside the record page title.
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Your favorite records are grouped by entity. Click the arrow in the entity
header to expand or close the list of records for that entity.
Click a link in the list to open the record on the main screen.
To remove a record from the list, click the star icon beside the record in the
list.
To close the list, click elsewhere on the screen.
Note: Favorites is available in the Contemporary theme only.
(Recent)
Click to display a list of records you viewed recently. This list saves company,
person, opportunity, quote, order, lead, case, solution, campaign, and group
records.
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(<My Profile>)
Your recent records are grouped by entity. Click the arrow in the entity
header to expand or close the list of records for that entity.
The Recent list displays a limit of 10 records per entity.
The default maximum number of records in the list is 40. To change the
maximum number of records displayed in the list, contact your system
administrator.
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Click a record link in the list to open the record on the main screen.
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Click an entity logo to open the entity's Find screen.
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To clear the list, click Clear at the bottom of the list.
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To close the list, click elsewhere on the screen.
Click to view and edit your preferences, access the Administration area (if you have
administrative rights in Sage CRM), open the Sage CRM Community web site, or
log off Sage CRM.
Tabs
Tabs are like folder dividers. The information found in each tab is determined by the current context. For
example, if you're looking at a Person record for Anita Chapman, click the Communications tab to display
the most recent interactions your company has had with Ms. Chapman.
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My CRM tabs
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Company and Person tabs
My CRM tabs
This section discusses each tab within the context of My CRM. The My CRM tabs show work in progress
specific to you. You can also set up your own system preferences from the My CRM tabs.
Tab
Displays
Dashboard
A customizable set of gadgets relating to you.
For example, a list of companies from a personal saved search and a local RSS
news feed.
Calendar
Your planned phone calls, meetings, and day-to-day tasks.
Leads
Unqualified queries about your business.
Opportunities
Your current sales pipeline.
Companies
Companies in Sage CRM that you've rights to view.
People
People in Sage CRM that you've rights to view.
Cases
Open customer service cases assigned to you.
Shared
Documents
Corporate documents that you may need to access on a daily basis.
Groups
Create, modify, and save groups of people, companies, leads, cases, and
opportunities.
Marketing
Manage and create marketing campaigns. View the status of campaign activities
and run reports on opportunities generated through campaigns.
MailChimp
Campaigns
Create and edit MailChimp email campaigns. View statistics about campaign
emails so you can follow up with appropriate actions.
Reports
Run existing reports or create new reports if you've got rights to do so.
Contacts
Contacts in Sage CRM that you want to synchronize with MS Outlook (in Classic
Outlook Integration or Exchange Integration).
Outbound Call
Lists
Outbound call lists that you're working on. This tab isn't displayed by default. You
can enable it in <My Profile> | Preferences.
Forecasts
Your quarterly sales forecasts. This tab isn't displayed by default. Your system
administrator must give you access to this tab.
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Tab
Displays
Solutions
Existing knowledge base items. This tab isn't displayed by default. You can enable it
in <My Profile> | Preferences, if your system administrator has given you rights to
access Solutions.
Preferences
System settings specific to your requirements. For example, your time zone,
preferred currency, or the first page displayed when you log on.
Exchange
Integration Logs
This tab must be enabled by your system administrator. Allows users enabled for
Exchange Integration to view their own log files.
E-marketing User
Profile
This tab is only available for E-marketing users. It lets them change their Emarketing contact details and email address.
... (ellipsis)
Enables you to change the default tabs that are displayed in different areas of the
system.
For example, if you rarely work with Opportunities, you can remove this tab from
your My CRM work area. However, you can easily enable it again if you change
your mind.
Tabs that are displayed in the context of your Team CRM are similar to these tabs but the information relates
to your team. There are no Forecasts, Outbound Calls, Preferences, Contacts, Dashboard, E-marketing, or
Exchange tabs in Team CRM.
Company and Person tabs
These tabs are displayed in the context of a Company. The tabs available in the context of a Person are
similar to these tabs but the information relates specifically to the person. The Person summary tab shows
the core person details for all people you've rights to view.
Tab
Displays
Summary
Core company details, phone and email, principal address, and contact for all
companies that you've rights to view.
Quick Look
Your recent history with this company. It lists the most recent communications, sales
opportunities, and cases linked to the company.
Dashboard
Can display a management overview of the status of a customer account. For
example, a chart of overdue cases, a list of high priority opportunities, or a snapshot
of upcoming meetings.
Key Attributes
If Key Attribute Profiling has been set up for companies, you can record additional
information about the company that's not captured by standard Company fields.
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Tab
Displays
Marketing
Can be fully customized to your needs to track information, such as detailed company
segmentation information.
Notes
General free text about the company . For example, a recent press release that
indicates the company is due to merge with another company.
Communications
Phone calls, meetings, and day-to-day correspondence with this company.
Opportunities
Your sales pipeline, past and planned, for this company.
Cases
Information about your customer support cases.
People
People who have contact with at the company.
Addresses
Company addresses
Phone/Email
Phone and email details for the company.
Company Team
People in your organization who are involved in activities with this company.
Documents
References to all documents related to this company.
Relationships
Links between the company and related companies, people, opportunities, and other
information, grouped together by relationship type. For example, a list of subcontractors working with the company.
... (ellipsis)
Enables you to change the default tabs that are displayed in different areas of the
system. For example, if you rarely work with Opportunities, you can remove this tab
from your My CRM work area. However, you can easily enable it again if you change
your mind.
Navigating
Sage CRM is web based. You can navigate it the same way that you navigate a standard website.
Note: Opening Sage CRM items in another window or tab is not supported in Sage CRM.
In addition to point-and-click, you can use the following to speed up your navigation:
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Tab key
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Hot keys
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Go arrows
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Search Select Advanced
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Required fields
Tab key
When entering or editing information, use the Tab key to move quickly from field to field. To move back to the
previous field, use Shift + Tab.
Hot keys
You can navigate Sage CRM without using a mouse. You can use keyboard hot keys instead. The hot keys
that are available depend on the Sage CRM page that's open.
To identify the availability of a hot key, check that a letter on the action button name is underlined. In Internet
Explorer, press Alt and the letter that's underlined to perform the action. For example, if T is underlined on
New Task, press Alt + T to create a new task.
You can use the following hot keys:
Action
Internet
Explorer
Firefox
Chrome
Safari
Create a new appointment
from the Communications
tab.
Alt + A
Alt + Shift + A,
and then press
Enter
Alt + Shift + A
Alt + Ctrl + A
Insert today’s date into a date
field.
Alt + N
Alt + Shift + N,
and then press
Enter
Alt + Shift + N
Alt + Ctrl + N
Create a new task from the
Communications tab.
Alt + T
Alt + Shift + T,
and then press
Enter
Alt + Shift + T
Alt + Ctrl + T
Create a new email from the
Communication tab.
Alt + E
Alt + Shift + E,
and then press
Enter
Alt + Shift + E
Alt + Ctrl + E
Exit from some screens.
Alt + C
Alt + Shift + C,
and then press
Enter
Alt + Shift + C
Alt + Ctrl + C
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Action
Internet
Explorer
Firefox
Chrome
Safari
Save records.
Alt + S
Alt + Shift + S,
and then press
Enter
Alt + Shift + S
Alt + Ctrl + S
Open drop-down lists.
Alt + ↓
Alt + Shift + ↓,
and then press
Enter
Alt + Shift + ↓
Alt + Ctrl + ↓
Go arrows
Button
Description
Opens the summary screen of the related record.
Opens the specified user's My CRM area from the context area of the screen.
Search Select Advanced
The Search Select Advanced button (
) indicates a Search Select Advanced field. Use this button to
search for records. For example, this button is displayed next to the Wave Activity field on the New Lead
page.
Use the Search Select Advanced button to search for records in Sage CRM. Type a few letters in the text
box next to the button, click the magnifying glass, and search matches are displayed beneath the field:
To fill in the text box, click a matching record. If only one match is found, the text box is automatically filled in.
Alternatively, click the down arrow beside the magnifying glass to search using a standard Search screen or
to clear the current search.
Once you've linked a record to the Search Select Advanced field, you can open the summary page of that
record:
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To display the record's Summary page within the context of the entity, hold down Ctrl, and click the
record.
To display the record's Summary page in a pop-up window, double-click the record.
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Required fields
When you add or edit information in Sage CRM, keep in mind that fields marked with a blue asterisk are
required, and must be filled in order to save your changes.
User preferences
User preferences let you control how information is displayed. For example, if you work in the customer
service team, you're probably most interested in the status of existing cases. You can change your user
preferences so your current open cases are displayed whenever you log on to Sage CRM.
On the User Preferences page, you can also change your password. For more information, see Changing
your password.
If necessary, you can create, edit, or delete your email signature. For more information, see Managing your
email signature.
You can also install plugins enabled by your system administrator. For more information, see About Classic
Outlook Integration and About Lite Outlook Integration.
Configuring preferences
1. Click <My Profile> | Preferences.
2. On the page that opens, click Change.
3. Make your changes to the user preferences. For more information, see Preferences UI reference.
4. Click Save.
To return to the default preferences, click Set To System Defaults.
Preferences UI reference
When configuring user preferences, you can use the following panels and action buttons:
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Login and Session Preferences panel
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Date/Time Preferences panel
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Number Preferences panel
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Reminder Preferences panel
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Preferences action buttons
Login and Session Preferences panel
Field
Description
Log Me In To
Sets the default initial page to display when you log on to Sage CRM or when you
click the Sage CRM logo in the top left corner of the Sage CRM window..
Show Leads
Pipeline
Allows you to show or hide the leads pipeline on the Leads tab within My CRM and
Team CRM.
Email Screen
Position
Sets how to display the New Email screen.
Possible values:
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Normal. Displays the screen in the current window.
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Popup. Displays the screen in a new popup window.
Note: When you're working with Sage CRM in Outlook, the New Email screen
is always displayed in a new popup window regardless of the value set in this
field.
On-screen
Coaching
Enables or disables on-screen coaching.
Possible values.
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On. Enables on-screen coaching.
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Off. Disables on-screen coaching.
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CSV File Export
Delimiter
Customized. Enables on-screen coaching and allows you to minimize or
maximize it on a screen-by-screen basis.
Sets the delimiter to use in Comma-separated Values (CSV) files.
The delimiter applies when you:
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Minimized. Enables on-screen coaching and displays it minimized until you
click Maximize On-screen Coaching.
Export data from Sage CRM to a CSV file.
Upload data from a CSV file to Sage CRM.
In this case, the CSV file must use the delimiter you specify in this field.
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Field
Description
Default Tablet
Version
Sets how to display Sage CRM when you view it on a tablet.
Possible values:
Empty Recent List
For Each Session
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Desktop Version. Displays full desktop version of Sage CRM.
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Tablet Version. Displays Sage CRM using the tablet theme.
Allows you to clean up or keep records in the recent list (
Possible values:
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Show Solutions In
My CRM
) provided in the top bar.
Yes. Cleans up the recent list when you log off.
No. Keeps records in the recent list when you log off, so that you can use
them after next logon.
Allows you to display or hide the Solutions tab and menu item in the My CRM main
menu.
Note: This field applies only if the system administrator has given you rights to
view Solutions.
Show
Opportunities
Pipeline
Allows you to display or hide the opportunities pipeline above the list of
opportunities in My CRM | Opportunities and Team CRM | Opportunities.
Line Item Screen
Position
Allows you to display the Line Item screen in Popup or Split view.
Default Screen
For Company
Sets the initial tab to display when you open a Company record.
You can select one of the following tabs:
Pop Out List
Activation By
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Summary
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Interactive Dashboard
Sets a method to open pop-out lists.
Possible values:
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Hover. Hover over a menu button to open the pop-up list.
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Click. Right-click a menu button to open the pop-up list.
Show Outbound
Calls In My CRM
Allows you to display or hide the Outbound Call Lists tab and menu item in the My
CRM main menu.
Show Cases
Pipeline
Allows you to display or hide the cases pipeline above the list of opportunities in My
CRM | Cases and Team CRM | Cases.
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Field
Description
Report Print
Preview Default
Page size
Sets the default page size used on the Report Display Options page for reports in
PDF format.
Possible values:
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Letter
A4
Default Email
Template
Sets the default email template. The template is used when you create a new email
in Sage CRM.
You can use this field to disable or reenable your email signature, if it exists. For
more information, see Managing your email signature.
Currency
Sets the currency to use in Sage CRM.
Grid Size
Sets the default maximum length of lists and grids on a page.
Report Print
Preview Default
Orientation
Sets the default page orientation (portrait or landscape) used on the Report Display
Options page for producing a report in PDF format.
Preferred Theme
Select the theme you want to use when you log on to Sage CRM. A theme defines
how the Sage CRM user interface looks. It is a combination of content layouts,
icons, and user interface colors. Themes don't apply to User Help, System
Administrator Help, and Self Service.
Note: This field is available only if Sage CRM 2017 R3 was upgraded from a
previous version where existed any other themes except Contemporary. For
more information, contact your system administrator.
Default Email
Address
Allows you to select the default email address to add to the From field on the New
Email screen. This field applies only if you can send emails from two or more
accounts.
Full Menu in
Outlook
Displays full or short Sage CRM menu in Outlook 2007.
This field applies only when Classic Outlook Integration is enabled.
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Date/Time Preferences panel
Field
Description
Calendar View
Sets the initial calendar view to display when you open the calendar.
Possible values:
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Agenda
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Day
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Month
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Tasks
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Week
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Work Week
For more information about calendar views, see About calendar.
Calendar Start
Time
Specifies the time when your business day starts.
Applies to the calendar and Meeting Planner.
Calendar End
Time
Specifies the time when your business day ends.
Applies to the calendar and Meeting Planner.
My Week Starts
On
Specifies the first day of your work week displayed in the calendar.
A work week always includes five days, including Saturday and Sunday.
Date Format
Defines the format in which to display dates in Sage CRM.
This field doesn't apply if you use Sage CRM on a mobile device. To configure date
format on a mobile device, use the mobile device settings.
Use AM/PM
Defines the format in which to display times in Sage CRM.
Possible values:
Time Zone
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Yes. Displays times in 12-hour format with AM/PM.
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No. Displays times in 24-hour format.
Defines the time zone for which to display dates and times in Sage CRM. The time
zone you select must match your computer settings.
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Number Preferences panel
Field
Description
Decimal Point
Sets the decimal point. For example, a period (.) or a comma (,).
Decimal Places
Sets the number of decimal places to be displayed. For example, 2.
Note: The maximum number of decimal places is 6.
Thousand
Separator
Set the thousand separator. For example, a period (.) or a comma (,).
Reminder Preferences panel
Field
Description
Default Targets
For High Priority
Reminder
Messages
Specifies how to send reminders for tasks and appointments with high priority.
Select methods from the list. To select multiple methods, hold down Ctrl and click
the methods you want to select.
Default Targets
For Normal
Priority Reminder
Messages
Specifies how to send reminders for tasks and appointments with normal priority.
Select methods from the list. To select multiple methods, hold down Ctrl and click
the methods you want to select.
Default Targets
For Low Priority
Reminder
Messages
Specifies how to send reminders for tasks and appointments with low priority.
Select methods from the list. To select multiple methods, hold down Ctrl and click
the methods you want to select.
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Note: This field applies to tasks and appointments for which you have selected
Send Reminder Message. For more information, see Managing tasks and
Managing appointments.
Note: This field applies to tasks and appointments for which you have selected
Send Reminder Message. For more information, see Managing tasks and
Managing appointments.
Note: This field applies to tasks and appointments for which you have selected
Send Reminder Message. For more information, see Managing tasks and
Managing appointments.
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Preferences action buttons
Action button
Description
Create Email Signature
Click to create your default email signature. This button is available only
if you don't have an email signature. For more information, see Creating
your email signature.
Edit Email Signature
Click to edit or delete your existing default email signature. For more
information, see Editing your email signature and Deleting your email
signature.
Install Classic Outlook
Integration
Installs the Classic Outlook Plugin on your computer. For more
information, see About Classic Outlook Integration.
This button is available only if your system administrator has enabled the
Classic Outlook Integration and/or Lite Outlook Integration.
Install Lite Outlook Integration
Installs the Lite Outlook Plugin on your computer. For more information,
see About Lite Outlook Integration.
This button is available only if your system administrator has enabled the
Classic Outlook Integration and/or Lite Outlook Integration.
Finding information
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Using Quick Find
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Using Find screens
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Using Advanced Find
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Using Keyword Search
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Working with saved searches
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Working with lists
Using Quick Find
You can enter key terms in Search on the top bar to search all company, people, case, opportunity, lead,
solution, communication, order, quote, and custom entity records at once.
For example, a search for european software services returns all records containing the words european +
software + services in any text field, email field, or URL field. The words can appear in any order within a
record and across more than one field. This is particularly useful for users who need to access Sage CRM
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information quickly. For example, a customer support user who's on the phone to a customer and needs to
reference a specific case record.
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Press Ctrl + s to jump to Search.
The search starts after you enter two letters in Search. Each additional character that you enter
refines the search results.
The search returns a maximum of eight records that best match your criteria. If all description fields
on a returned record are blank, <No value set> is displayed in the search results. You can still click
the record link to open the summary screen of the record.
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Use the up and down arrows and Enter to select a returned record.
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When you click a returned record link, the summary screen of that record is displayed.
Note: Quick Find is available in the Contemporary theme only.
Using Find screens
You can search for an entity record using criteria on the Find screen.
1. On the top bar, click the Search arrow and click <Entity>.
2. Click Clear to clear your last search from the Find screen.
3. Enter search criteria. You can combine any number of criteria to narrow your search.
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To search for keywords across specified primary entities, enter them in Keyword Search.
You can include wildcard characters in the search. For more information, see Using
Keyword Search.
You can search by numeric value if your system administrator has added numeric fields to
the screen. For example, if a custom field called Opportunity: Total Quoted Price is
added to the Opportunity Find screen, you could search for opportunities with a total quoted
price over $10,000. Alternatively, you can use Advanced Find to search for a numeric range.
For example, you can create an Advanced Find based on quotes that searches for quotes
with a Net Amount between two values. For more information, see Using Advanced Find.
You can search by date if your system administrator has added numeric fields to the screen.
For example, you could search for all leads created during a specific time period.
To use a wild card search, enter % before the value in a field. The returned matches contain
this value. For example, to return all companies with software in the company name, enter
%software in Company Name.
To search for field values that contain the percent sign (%), use pipe (|) to specify that the
percent sign is not a search operator. For example, to return all companies with % in the
company name, enter %|% in Company Name.
4. Click Find. A list of search results is displayed. To open a record, click the link. Click tabs to view
specific information about the record. For more information, see Company and Person tabs.
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5. You can create a group to save the search results. For more information, see Creating a group
based on search results.
6. You can perform actions on the search results. For more information, see Performing actions on
search lists.
Tip: Click the Recent icon on the top bar to display a list of records you viewed recently.
Using Advanced Find
You can use Advanced Find to perform complex database searches across cases, communications,
companies, leads, opportunities, orders, people, quotes, and solutions. You can create enhanced searches
based on a WHERE clause, and you can extend the selection criteria using AND and OR clauses.
1. On the top bar, click the Search arrow and click Advanced Find.
2. Click Clear to clear your last search from this page.
3. Chose the entity on which you'll perform the search from Entity.
4. Select the first field in your search criteria from Field Name and click Add. Repeat this step to add
other fields to your search.
5. Select the radio button beside a field name and use the arrows to reposition it if necessary.
6. Choose the operators, values, and And/Or clauses for each field. Use opening and closing brackets
to create more complex criteria. For example, to create an Advanced Find search for all CEOs
working in either computer software in the US East territory, or in computer hardware or computer
Services, use the fields, operators, values, and And/Or clauses shown in the screenshot below.
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Tip: Use And/Or clauses to search for a value in a multi-select field.
7. Click Preview SQL to review the SQL query behind your search.
8. Click Find. A list of all people matching your search criteria is displayed.
9. Save your criteria as soon as the search results are displayed. If you log off before doing so, the
results are not saved. For more information, see Creating and updating a saved search.
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You can create a group from the search results. For more information, see Creating a group
based on search results.
You can perform actions on the search results. For more information, see Performing
actions on search lists.
Using Keyword Search
You can use Keyword Search to search across all text fields on a specific entity and entities associated with
it. For example, if you perform a Keyword Search on cases, the search is also performed on associated
companies, people, addresses, and progress notes.
Note: You can perform a Keyword Search on companies, people, cases, opportunities, leads,
communications, orders, and quotes.
Keyword Search uses an any words search technique. This returns records containing all words listed in a
search term if the words appear in the record text fields or in the text fields of any associated entity record
specified in the Keyword Search view. For technical information about Keyword Search views, see Creating
a view for keyword search in the System Administrator Guide. For example, a search for european software
services returns all records containing the words european + software + services in any text field. These
words can appear in any order within a record and across more than one text field. If the search term is not
enclosed in quotation marks, matching records are picked up even where there are words inserted between
the search term words within a record. If quotation marks are used, only records containing the exact phrase
are returned.
You can use a Keyword Search on its own. Alternatively, you can use a Keyword Search with other criteria
on an entity Find screen to further refine the search results. If you enter a Keyword Search term and a value
for a Find screen field, an initial search is performed using the Keyword Search term. The search results are
then filtered using the values in the Find fields. For example, you can perform a Keyword Search using the
search term Murphy and refine this search using Ireland from Territory on the Find Person screen. This
means that a person Keyword Search is carried out on the term Murphy but only those records with a
matching Ireland territory are returned in the search list.
By default, the number of returned records is limited to 200. So your initial Keyword Search can return no
more than 200 records, even if more matches exist, and then subsequent searches are based on those 200
records only. In some cases, this mean less records are returned than expected.
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1. To perform a Keyword Search, do the following:
a. On the top bar, click the Search arrow and click Keyword Search.
b. Enter your search term in What would you like to search for?. When performing a
Keyword Search, you might know part of the search term. For example, you may have part
of a company name, or you know that you're looking for someone called either Smith or
Smyth, or you might know only the first few digits of a telephone number. See the table
below for special characters that can help you narrow your search results in these
circumstances.
c. Select an entity checkbox to perform your search on one or more entities. Alternatively,
select Select All to search all primary entities. If you do not select any checkbox, no records
are returned.
2. To perform a Keyword Search combined with criteria from a standard Find screen, do the following:
a. On the top bar, click the Search arrow and click <Entity>.
b. Enter your search term in Keyword Search. See the table below for special characters that
can help you narrow your search results.
c. Enter search criteria in the Find screen fields.
3. Click Find. A list of search results is displayed. To open a record, click the link. If the list of search
results is very long, click View All to view the full search results.
Character
Usage
*%
* or % perform the same action. They can be placed at any position in a word and
match any number of characters. For example, *ope* matches Europe and open.
Ensure you leave a leave a space between words when using these characters
with multi-word search terms.
Quotation marks
To search for a phrase, place it in quotation marks. For example, a search for
"software services" returns all records containing the phrase software services.
Punctuation marks are treated as blank space. For example, "(1451)4579937"
searches for two text strings; 1451 and 4579937.
?
Place ? at any position in a word to match any single character. For example,
Americ? matches America but not American, while Americ?? returns all words
containing Americ and two characters after it.
=
Place A= at any position in a word to match any single digit. For example, B==
matches B12 but not B123.
#
Place # at the start of a word to return all words that start with the same letter and
sound like the word you're searching for. For example, #smith returns smith,
smithe, and smythe. # can sometimes be over-inclusive. For example, #smith might
also return smart, smoke, and smell.
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Character
Usage
~~
Place ~~ between the upper and lower bounds of a numeric range to search within
that range. For example, 10~~20 returns all numbers between 10 and 20. A
numeric range search works with positive numbers only. Decimal points and
commas are treated as spaces, while minus signs are ignored.
+
Place + in front of a word that you want to include in your search. For example,
software +services returns records containing software that are associated with
services.
-
Place - in front of a word that you want to exclude from your search. For example,
software -services returns any records containing software that are not associated
with services.
Working with saved searches
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Using a saved search
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Creating and updating a saved search
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Deleting a saved search
Using a saved search
A saved search provides a shortcut to relevant information and eliminates the need to reenter search
criteria. There are several predefined saved searches available on Find screens. For example, on the
Company Find screen, the My Companies saved search returns a list of companies assigned to you.
Similarly, on the Case Find screen, the My Cases in Progress saved search returns active cases currently
assigned to you. You can also create and use your own saved searches. For more information, see Creating
and updating a saved search.
A saved search is dynamic so each time you run it, it includes any new Sage CRM records that meet the
search criteria.
1. On the top bar, click the Search arrow and click <Entity> or Advanced Find.
2. Select a saved search from Saved Search. The list of search results is displayed.
3. You can create a group to save the search results. For more information, see Creating a group
based on search results.
4. You can perform actions on the saved search results. For more information, see Performing actions
on search lists
Creating and updating a saved search
You can create a saved search using search criteria that you frequently use. You can create an unlimited
number of saved searches for companies, people, opportunities, orders, quotes, cases, solutions, leads, or
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communications.
1. On the top bar, click the Search arrow and click <Entity> or Advanced Find.
2. To create a new saved search,
a. Enter your search criteria and click Find.
b. Click the New Search icon (
).
c. Enter the name of the new saved search.
3. To update an existing saved search,
a. Select the search from Saved Search.
b. Enter your new search criteria and click Find.
c. Click the Update Search icon (
) and change the name of the saved se arch if required.
4. If you are a system administrator or an Info Manager, select Available to all Users to share the
saved search with all users. If you are not a system administrator or an Info Manager, this checkbox
is not displayed and the saved search is available to you only.
5. Click Save.
6. You add the saved search to your dashboard to make it even more accessible. For more
information, see Gadgets.
Deleting a saved search
1. On the top bar, click the Search arrow and click <Entity>.
2. Select the search from Saved Search.
3. Click the Delete Search ( ) icon. You can delete a saved search that you have created. A system
administrator or Info Manager can delete shared saved searches.
4. Click OK.
Working with lists
You can perform actions on search result lists and sort lists suit your requirements.
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Performing actions on search lists
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Counting records in a list
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Filtering records in a list
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Sorting records in a list
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Setting the size of the search results list
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Performing actions on search lists
You can perform actions on all types of search lists — lists returned by a standard search, lists returned by
Advanced Find, lists returned by Keyword Search, lists based on saved searches, or the My CRM Contacts
list.
You can do the following:
Action
Your steps
Create a merged document for each record in your
list.
Click Merge to Word or Merge to PDF. Merge
to Word is displayed only if your system
administrator has enabled this option.
Create a task with the same details for each record
in your list. For example, if your search returns two
company records, click New Task to create a
distinct task for each company that's linked to the
primary person record for the company.
Click New Task.
Create an email with merge fields for each record
in your list.
Click New Email. Your user account must have
sufficient rights to perform this task.
Export your list of records to a spreadsheet or text
file.
Click Export to File. Your user account must have
sufficient rights to perform this task.
Counting records in a list
You can view the number of records in a list to give you an idea of the total length of long lists. A record
counter is displayed in the top left-hand corner of most lists. It also shows the page number out of the total
number of pages containing records. To see how many records are contained on the next page, hover over
the right-pointing arrow.
Filtering records in a list
You can change how lists are displayed. This example narrows down a list of communications to show only
Pending communications.
1. Open a Company record and click the Communications tab.
2. To view only the pending communications, select Pending from Status and click Filter.The list of
communications is restricted to those whose status is Pending. This filter applies to all Company
Communications lists until changed or until you log out.
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Sorting records in a list
When viewing a list in Sage CRM, you can change the order in which the records are sorted. This example
shows how to change the sort order for a list of communications.
1. Open a Company record and click the Communications tab.
In the list of communications, the triangle next to the column heading indicates the column by which
the records are currently sorted:
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Indicates that records are sorted in the ascending order.
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Indicates that records are sorted in the descending order.
2. You can do the following:
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To change the sort order from ascending to descending or vice versa, click the column
heading beside which the triangle is displayed.
To sort records by another column, click the column heading.
Setting the size of the search results list
You can specify the default maximum length of lists and grids on any screen.
1. Click <My Profile> | Preferences.
2. Click Change.
3. Select the default maximum length from Grid Size.
4. Click Save.
Onscreen coaching
Onscreen coaching can be displayed in a panel on Sage CRM screens. This panel provides contextual
information and general tips.
Your system administrator can activate and deactivate onscreen coaching.
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To set onscreen coaching display preferences, go to <My Profile> | Preferences. For more
information, see User preferences.
To turn onscreen coaching off, click the cross button (x). If you close a coaching panel, it remains
turned off the next time you log on. To turn it back on, go to <My Profile> | Preferences.
To show or hide the coaching panel for a particular screen, click the Maximize/Minimize button. If
you hide the coaching panel for a screen, it remains hidden the next time you log on.
For information about setting up onscreen coaching, see the System Administrator Help.
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Getting help
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Click Help on the current Sage CRM screen to display contextual information.
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Go to the Sage CRM Help Center for additional help and guides.
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You can subscribe to the Sage CRM Community to access blog articles and user forums.
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Go to the Sage CRM Video channel to view feature overview and tutorial videos. Most videos
available are in English. Some French, German and Spanish videos are also available.
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Contacts
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Customer information
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Calendar
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Email
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Exchange Integration
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Classic Outlook Integration
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Lite Outlook Integration
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Documents
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Customer information
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Methods to add new information
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Adding a new company
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Validation errors
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Territory management
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Updating an existing company
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Working with relationships
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Working with notes
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Building a company team
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Adding a person without a company link
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Reassigning a person to a company
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Working with duplicates
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Deleting company or person records
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Viewing contact history
Methods to add new information
To add new information, you can use one of the following methods:
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Click in the top right corner of the screen. Then, select the type of record you want to add, for
example, Person, Case, or Opportunity.
Use the action buttons on the right-hand side of the screen. These are available when you already
have a folder of information open.
Whichever method you use, the system is smart enough to add in the context information if it is available. For
example, if you already have the company Design Right Inc open and you add a new person, they will
automatically be "filed" with Design Right when you save the person details.
Adding a new company
1. Click New | New Company.
2. Type the first few letters of the company name, and click Enter Company Details. The system
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searches for possible duplicate company names.
For more information on deduplication, please refer to Preventing duplicate entries. If no potential
duplicate company is found, the New Company page is displayed.
3. Fill in the details for the new Company record.
Your system administrator determines the minimum amount of details you must enter. You can use
the following fields:
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Company fields
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Address fields
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Phone and email fields
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Person fields
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Person phone details fields
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Person email fields
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Adding a company with multiple sites
4. Click Save. You may need to scroll back to the top of the page to do this.
Company fields
Field
Description
Company Name
Name of the company
Type
Type of relationship to your company. For example, Prospect, Supplier, or
Customer.
SLA
Service Level Agreement that the company has signed up for. For more
information, see Cases.
The SLA selected here will be the default SLA for any cases you create relating to
the company.
Website
The company URL
Status
Current status, for example, Active or Inactive.
Segment
Industry sector, for example, Retail or Financial Services.
Employees
Number of people employed by the company.
Revenue
Company revenue. The standard drop-down values for this field are in USD ($).
Source
How contact with the company was initiated. For example, Tradeshow or Customer
Referral.
Territory
Security territory of the company. For more information, see Territory management.
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Field
Description
Account Manager
Person from your organization responsible for the relationship with this company.
Mail Restriction
A flag to allow or prevent the company being added to mailing lists.
Opt out of Emarketing
Communications
This flag is automatically set if the email address associated with the company has
opted out of all E-marketing communications received via Sage CRM's integrated
E-marketing (Swiftpage).
The user can manually check or clear the option, however this has no impact on Emarketing emails sent from Swiftpage (these will always retain the opt-out flag set
from the E-marketing email).
Address fields
Field
Description
Address 1
First line of the address
Address 2
Second line of the address
Address 3
Third line of the address
Address 4
Fourth line of the address
City
City the company is based in
State
State or county
Zip Code
Zip or postal code of the address
Country
Country the company is based in
Type
Type of address. You can check one or more type.
Phone and email fields
The conventions for entering country and area codes and voice and data numbers are determined by your
system administrator. They may vary from those shown here.
Field
Description
Business
Main switchboard phone number
Fax
Main fax number
ISDN
Integrated Services Digital Network number
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Field
Description
Modem
Modem number
Toll Free
Toll free number
Info
General information email address
Sales
Sales email address
Support
Support email address
Person fields
Field
Description
Last Name
Person's family name
First
First name
Salutation
Salutation. For example, Mr, Dr, or Miss.
Middle
Middle name or initial
Suffix
Suffix. For example, BA (Hons), MSc, or Esq.
Gender
Male or Female
Title Code
List of roles. For example, Managing Director or Sales Executive.
Title
Free text description of person's title as it appears on their business card.
Department
Department the person works in
Territory
Security territory of the person. For more information, see Territory management.
Account Manager
Person from your organization responsible for the relationship with this person.
Type
Organizational area that this person works in. One or more can be checked.
Opt out of Emarketing
Communications
This flag is automatically set if the email address associated with the person has
opted out of all E-marketing communications received via Sage CRM's integrated
E-marketing (Swiftpage).
The user can manually select or clear the option, however this has no impact on Emarketing emails sent from Swiftpage (these will always retain the opt-out flag set
from the E-marketing email).
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Person phone details fields
Field
Description
Home
Person's home phone number
Mobile
Person’s mobile phone number
Person email fields
Field
Description
Business
Person's work email address
Private
Person’s private email address
Adding a company with multiple sites
If a new company has more than one geographical site, you should create the company in the normal way,
and then add the additional address. To do this, click New Address on the Addresses tab.
You can also talk to your System Administrator about customizing the Company and Address fields to suit
your needs.
Validation errors
When you add a record and click Save, you might get the following error message Validation Errors - Please
correct highlighted entries.
1. If a validation error is displayed, look for fields with the following icons beside them:
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Indicates a required field. You must enter information in fields marked with this icon.
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Indicates that the current field value has the wrong format.
2. Complete the required fields and correct any entries in the wrong format.
3. Click Save.
Territory management
The Territory field is available on main entities (Company, People, Communications, Leads, and
Opportunities, and Cases). It also appears in most lists and filter boxes.
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Territories affect records, most lists and filter boxes, reports and groups. A territory can be defined
geographically, by product area, or any other criteria.
Your system administrator defines territories that reflect your organization's data access security needs.
Your administrator also defines which territories you can access, and assigns you a home territory.
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Example 1. Your company has sales teams based in Europe, Asia, and the US. Your system
administrator defines territories so that the sales people can view all Opportunities, but can only add
and edit Company records which belong to their own "home territory", or to a sub-territory of their
home territory.
Example 2. If you don't have rights to view data in the US sales territory, no US-based sales data is
displayed when you run a Company list report.
When you create a new record, if you don't select a territory, the record is automatically assigned a territory,
which depends on the system administrator's territory security management , and on system rules.
If your system administrator didn't define any territories, you can ignore this field. All records are then
automatically assigned to the highest level territory, Worldwide.
Updating an existing company
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Changing company details
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Changing company address details
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Changing person details
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Adding a new address to an existing company
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Adding a new person to an existing company
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Maintaining address links
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Assigning a different address to a person
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Adding a private address to a person
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Changing phone/email details
Changing company details
1. Open the Company record you want to update, and click the Summary tab.
2. Click Change.
3. Make your changes.
4. Click Save.
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Changing company address details
1. Open the Company record you want to update.
2. Click the Addresses tab. The Link Status icon shows if a company address is linked to existing
contacts.
3. Click the address you want to change.
4. Type the new address. Select the Set As Default Address For Company checkbox if this
address is the new principal address for the company. This also makes it the default address for any
new people who are added to the company.
5. Click Save. People linked to this address are also affected by the change. Click the Link Status
icon to view the linked contacts.
Changing person details
1. Open the Person record you want to update, and click Summary tab.
2. Click Change.
3. Make your changes. For more information, see Person fields.
4. Click Save.
Note: Keep the Set As Default check box selected if this person is still the main contact person for the
company.
Adding a new address to an existing company
1. Open the company you want to make changes to, and click the Addresses tab.
2. Click New Address.
3. Enter the details of the new address. Alternatively, click Select An Address To Update Or Copy
to base the new address on an existing one.
4. Select the Set As Default checkbox to make this address the main company address.
5. Click Save.
When you add an address in the context of a company, they are linked to each other. However, the Link
Status icon shows as single-linked until the address is linked to one or more contact people. When you add
an address in the context of a person, they are linked to each other. However, the Link Status icon shows
as single-linked until the address in linked to more than one person or to the company.
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Adding a new person to an existing company
1. Open the company you want to make changes to, and click the People tab.
2. Click New Person.
3. Type the first few letters of the person’s last name, and click Enter Person Details. The system
searches for possible duplicate person names in the system. For more information, see Preventing
duplicate entries. If no potential duplicate person is found, the New Person page is displayed.
4. Fill in the necessary details.Some details are filled in automatically using the Company details. You
can overwrite them if needed.
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To link an address to a person only, select Person address only. To link the address to
both the person and the company they work for, select Person and company address.
To select an address from the list of Company addresses, click Select address from list.
5. Click Save.
Maintaining address links
Note: This topic relates to non-integration systems only.
You need to add a new mailing address to a company. The new address is not the main company address,
but an additional premises where some of the existing staff have relocated to.
For example, Gatecom has acquired a new premises, 400 Pine Street Suite 500, very close to its existing
main address of 400 Pine Street Suite 300. The main address is still Suite 300, but Simon Yaltoy and Mike
Carlson spend most of their time at the new Suite 500 address.
The Address Links feature provides an overview of existing relationships between Companies, People and
Addresses, and reduces the potential for duplicate entries of addresses by allowing you to create links from
the Address Links page.
To add a new address and update the address links:
1. On the top bar, click the Search arrow and click Company.
2. Click the company name.
3. Click the Addresses tab. This displays a list of all company addresses.
4. Add a new address. The new address is displayed in the Company Addresses tab. One of the
following icons is displayed next to each address:
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(single-linked address). Indicates that the address is linked to the current contact only.
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(multilinked address). Indicates that the address is linked to multiple existing contacts.
5. Click the Address Link icon. The Address Links page for the new address is displayed. The
Address Links page shows the selected Address, the company, and the people who work at the
company.
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Address Linked check box. Shows if the current address is linked to the company and any
of the contact people. When you add a new address in the context of a company it is
automatically linked to the company, and the Address Linked check box shows as selected.
When you add a new address in the context of a person, it will automatically be linked to the
person, and the Address Linked check box shows as selected.
Default Address check box. Shows if the current address is set as the main address of the
company or of the contact people.
6. Click the Edit icon beside the list of people to make changes to the existing links between this
address and the contact people. The Person Address Links are displayed for editing in a new
window.
7. Select the Address Linked check box next to the people you want to link to this address, and the
Default Address check box next to the people, for whom this is the new main address.
8. Click Save and then Continue.
The list of Addresses is displayed. The Link Status icon shows a status of multilinked. If you check the list of
Addresses in the context of Simon Yaltoy and Mike Carlson, you find the new address is displayed, linked to
each contact.
Warning: Removing the Address Link selection on the company or person can delete the address from
the system if the address has no other links. Also, once you've made an address the default address for
a company or person, you cannot remove the Address Link selection without removing the Default
Address selection first.
Assigning a different address to a person
If a person is linked to a company address, you may want to assign them to a different address from the
company.
1. Find the person whose details you want to change, and open the Summary page for the person.
2. Click the Addresses tab and click New Address.
3. Fill in the address details and ensure that you select the Person Address Only option underneath
the address details.
4. Click Save.
Adding a private address to a person
1. Find the person whose details you want to change, and open the Summary page for the person.
2. Click the Addresses tab and click New Address.
3. Fill in the address details, and select Home.
4. Click Save.
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Changing phone/email details
To update a person’s phone number:
1. Find the person whose details you want to change, and open the Summary page for the person.
2. Click the Phone/Email tab.
3. Enter the change on the Phone panel and click Save.
To update a company phone number:
1. Find the company whose details you want to change, and open the Summary page for the
company.
2. Select the Phone/Email tab.
3. Enter the change on the Phone panel and click Save.
Working with relationships
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The Relationships tab
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Adding a new relationship
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Relationship fields
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Deleting a relationship
The Relationships tab
The Relationships tab is available in the context of all main entities including Companies, People, Leads,
Opportunities, Quotes, Orders, and Cases. Typical examples include relationships which show:
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A parent company and its subsidiaries.
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People who are on the board of directors of multiple companies.
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Companies and their suppliers.
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Critical cases affecting a company.
All relationships are reciprocal. This means they can be viewed and set up from the context of each party
involved in the relationship.
You may find it helpful to read the Relationship information from the top of the screen downwards.
Your system administrator is responsible for setting up relationship types available in the system. If you need
new or different relationship types to meet your business needs, please contact your system administrator.
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Adding a new relationship
This example adds a new company relationship.
1. Open a Company record.
2. Click the Relationships tab in the context of the company.
3. Click the icon representing the type of relationship you want to add, for example, New Parent. The
Create New Relationship page is displayed.
4. Fill in the fields for the new relationship.
5. Click Save. The new relationship is displayed in the Relationships tab.
You can create and generate reports based on the information in the Relationships tab. For more
information, see Reports.
You can also display relationship information on your dashboard. For more information, see Interactive
dashboard.
Relationship fields
Field
Description
Relationship Type
Select from Parent, Child or Sibling. Parent or Child relationships normally
represent hierarchical relationships or relationship where some kind of ownership is
involved. Sibling relationships normally represent influencing or affecting
relationships. This is only a guide. There is flexibility to allow your system
administrator to set up relationship types to suit your specific business needs.
Relationship
Name
Select from a list of relationships defined by your system administrator. For
example, select Directors (Director of). The text in brackets shows the reciprocal
relationship. For example, Arnold Ball is listed under "Directors" in the context of
Gatecom; in the context of Arnold Ball, Gatecom is listed under the relationship
heading "Director of".
[Entity] Search
Select
Search for the Person, or other entity, that you want to link to from the current
context. For example, search for Arnold Ball.
Note: If the Search Select for a Person is set to First Name (this is the default),
then type Arnold, and click the magnifying glass icon.
Notes
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A short note about the relationship. For example, 45% Stakeholder. This text is
displayed when you hover over the Person, Case, etc. from the Relationships tab.
To add a new note or edit an existing note, click the Maintain Relationship Edit icon
and click the note you want to change.
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Deleting a relationship
You can delete a relationship that is no longer valid from the Relationships tab where it is displayed. Before
you do this, you may want to capture the relationship history some other way. For example, you can add a
note to the Notes tab in the context of the person and/or the company.
1. Open the record where the relationship is displayed.
2. Click the Relationships tab.
3. Click the Maintain Relationship icon next to the relationship heading. A list of related record, for
example People, is displayed.
4. Select the Remove Relationship check box next to the relationships you want to delete.
5. Click Delete Selected Relationships. A confirmation dialog box is displayed.
6. Click OK .
Working with notes
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Adding a note
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Editing a company or person note
Adding a note
You can add an unlimited number of text notes to the system, and attach them directly to the records where
they are most relevant. You can add notes to Companies, People, Cases, Solutions, Sales Opportunities,
and Leads.
1. Open the record you want to edit, and click the Notes tab.
2. Click New Note.
3. Type the text of the note.
4. Click Save.
Editing a company or person note
1. Open the Company record you want to update, and click the Notes tab.
2. Click a note.
3. Type the changes to the note.
4. Click Save.
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Building a company team
In the context of a Company record, the Company Team tab displays the members of your organization
who are involved in managing large accounts.
Your system administrator must give you access to this tab. They can also set up restrictions so that only
Company Team members can gain access to sensitive accounts.
To add a new company team member to a company:
1. Open the company you want to make changes to, and click the Company Team tab.
2. Click Add Team Member.
3. Select a User from your organization from the list and add a description of their role.
4. Click Save.
Adding a person without a company link
You can add a person who has no company affiliation. This means you can:
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Keep track of a valuable contact as they move in their career.
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Stay in contact with a source of advice or expertise who does not work for any one company.
To add a new person who is not affiliated to a company:
1. Make sure you're not in the context of an existing company.
If you are, click the Sage CRM logo. This takes you out of an existing company record.
2. Click New | New Person.
3. Type the first few letters of the person's name, and click Enter Person Details . Sage CRM
searches for possible duplicate people.
For more information, see Preventing duplicate entries. If no potential duplicate person is found, the
New Person page is displayed.
4. Fill in the relevant details.
5. Leave the For panel blank if you don't want to associate this person with a company.
6. Click Save.
You can add notes, addresses, phone, and email information for the person, using the different tabs.
Reassigning a person to a company
If you have been tracking a Person with no affiliated company, and this person later joins a specific
company, you can assign them to the company and move all the communications, opportunities, and cases
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linked to them across to the company.
Your system administrator needs to give you rights to do this.
1. Find the person you want to reassign.
2. Click their name to display the Summary page.
3. Click Change.
4. Click Merge Person. This displays an additional panel, Assign Company.
5. Search for and select the company that you want to assign the person to.
6. Click Save.
Working with duplicates
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Preventing duplicate entries
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Merging duplicate companies
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Merging duplicate people
Preventing duplicate entries
Deduplication is enabled by default. Your system administrator can customize deduplication screens and
match rules.
The default Person match rule checks if Last Name contains the value you entered. For example, if you
enter Smith, both Smith and Blacksmith are detected as possible duplicates.
The default Company match rule checks if Company Name contains the value you entered. For example, if
you enter Right, Design Right is detected as a possible duplicate.
By default, deduplication checks for duplicate people within a company. You're warned if there are two
people with the same name in the same company. However, you're not warned if there are two people with
the same name in different companies.
To check for duplicate records before adding a new company:
1. Click New | New Company.
2. Enter the company name and click Enter Company Details. If the name matches a current
company record in the database (according to the match rules defined by your system
administrator), a list of detected duplicates is displayed.
From the list of detected duplicates you can:
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Click an existing company.
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Return to the Company duplicate find page by clicking Back To Company Entry.
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Proceed to add a new company by clicking Ignore Warning And Enter Company.
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3. To add a new company anyway, click Ignore Warning And Enter Company.
4. Enter the Company details, and click Save. The new company is added to Sage CRM.
The system also checks for duplicates if you change any field that have match rules set on them when you
edit a record. For example, you change the company name of an existing company Design Right Inc. to
Design. The system checks for other companies, which contain the word Design, and warns of possible
duplicates, before updating the Company record.
Merging duplicate companies
Note: You cannot merge records on integrated systems.
To merge two companies, first determine a source company and a destination company.
When the companies are merged the source company is deleted, and the associated information is copied
over to the destination company. For example, people, communications, opportunities, and cases.
Relationships set up through the Relationships tab aren't merged.
Your system administrator must give you Delete rights to use this feature. If you don't have Delete rights and
merge two companies, the old company record is kept in the database, but all the data is merged.
1. Find the company that you want to keep and use as the destination company. Usually, this is the
company with more information stored against it.
2. Click the company name.
3. Click Change, and then Merge Company.
4. Select the source company.
5. Click Save. A review of the tabs shows that people, communications, opportunities, and cases of
the source company have been copied across to the merged company. The source company is
deleted.
The source company’s addresses are transferred to the destination company’s Addresses tab. The
source company’s contact people also retain their original address links. These can be updated
once the merge has been completed using the Address Links feature. For more information, see
Maintaining address links.
Merging duplicate people
Note: Your system administrator must grant you Delete rights. Please note you can't merge synced
records on integrated systems.
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Check box
Description
DELETE Source
Entity
You must have Person delete rights for this option to work. If this box is selected
on its own without any other check boxes, then the source person and all of the
associated data (communications, opportunities etc) from the source person will be
deleted . Note: This is the case, even if the user does not have delete rights for the
associated data.
Select/Deselect
All
Use Select All to delete the source person and merge the associated data over to
the destination person.
Merge
Opportunities
Check this option to merge the opportunities associated with the source person
over to the destination person.
For example, opportunities associated with the duplicate source person,
"Clemence Sticky" is associated with the destination person "Clemence Stickings"
after the merge.
Merge Leads
Check this option to merge the leads associated with the source person over to the
destination person.
Merge Cases
Check this option to merge the cases associated with the source person over to the
destination person.
Merge Relations
Check this option to merge the linked information set up by your system
administrator and associated with the source person over to the destination person.
Merge Library
Check this option to merge the documents associated with the source person over
to the destination person.
Merge
Communications
Check this option to merge the communications associated with the source person
over to the destination person.
Merge Notes
Check this option to merge the notes associated with the source person over to the
destination person.
1. Find the person that you want to keep and use as the destination person. Usually, this is the person
with the most information stored against them.
2. Click the person's name.
3. Click Change and then click Merge Person. This displays an additional panel, Merge Person.
4. Click the magnifying glass, search for and click the source person.
5. Configure the options according to the information that you want to merge. Unlike the company
merge, you also have the option to keep the source person.
6. Click Save. The destination Person Summary page is displayed. A review of the tabs shows that the
information associated with the source person has been copied across to the merged person,
according to the check boxes you selected. The source person is only deleted if you selected Delete
Source Entity.
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Deleting company or person records
Note: You must be a system administrator or info manager
1. Find and open the company or person you want to delete.
2. From the Summary page, click Delete, then Confirm Delete.
If your profile doesn't allow you to delete company or person records, you can either:
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Ask your administrator to give you the rights to merge Company and Person records.
Set the company status to inactive. Your system administrator can also add a status field to the
Person Summary page.
a. Open the Company Summary page.
b. Click Change.
c. Select Inactive from Status.
d. Click Save.
Viewing contact history
You can view a list of communications related to a particular entity record (Company, Person, Opportunity,
Case, Order, or Quote). Communications include appointments, tasks, and emails.
1. Open the entity record for which you want to view contact history.
Tip: You can search for the entity record you want to open. For details, see Using Quick Find.
2. Do one of the following:
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To view the most recent communications, click the Quick Look tab.
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To view all communications, click the Communications tab.
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To generate and view a PDF report providing information about all communications, click
the Summary tab, and then click Summary Report.
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Calendar
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About calendar
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Difference between tasks and appointments
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Approaches to using tasks and appointments
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Setting calendar preferences
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Printing out a calendar view
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Managing tasks
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Managing appointments
About calendar
Sage CRM has a built-in calendar where you can manage your meetings and to-do list by creating items
called tasks and appointments . For more information about these items, see Difference between tasks
and appointments.
Note: In Sage CRM, appointments and tasks are also called communications, because they can
capture communications related to specific entity records. When searching for appointments and tasks
in Sage CRM, select Communications from the search menu. For more information, see Using Find
screens.
You can use the calendar in one of the following modes:
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My CRM mode. Allows you to work with tasks and appointments assigned to you and other Sage
CRM users. To open the calendar in this mode, in the main menu, click My CRM | Calendar. When
the calendar is this mode, the following icon is displayed in the top left corner:
Team CRM mode. Allows you to work with tasks and appointments assigned to teams. To open
the calendar in this mode, in the main menu, click Team CRM | Calendar. When the calendar is in
this mode, the following icon is displayed in the top left corner:
The calendar has the following elements:
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Calendar element
Description
1
(current user or team)
Allows you to select the user or team whose calendar you want to view.
When the calendar is in My CRM mode, you can use the following elements:
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Find. Allows you to search for and select the user whose calendar
you want to view. Type the partial or full name of the user and click
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My CRM for. Choose the user whose calendar you want to view.
When the calendar is in Team CRM mode, you can use the
Team CRM for list to choose the team whose calendar you want to view.
To view tasks and appointments for all existing teams, select All Teams.
To view tasks and appointments not assigned to any team, choose
--Unassigned--.
In Team CRM mode, you can also use the Timeline view to view the events
in the calendar of each team member.
Note: To view the calendar of a user or team, you must have sufficient
rights in Sage CRM. For more information, contact your system
administrator.
2
(navigation buttons and
selected day, week, or
month)
Allow you to move between days, weeks, or months in the calendar. The
way the navigation buttons work depends on the selected calendar view.
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Today. Click to go to the current day, week, or month.
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◄ (back). Click to go back one day, week, or month.
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► (forward). Click to go forward one day, week, or month.
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3
(print button)
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<selected day, week, or month>. Shows the day, week, or month
that is displayed in the calendar. Click this element to select the day,
week, or month you want to view.
Prints out the current calendar view.
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Calendar element
Description
4
(calendar views)
Allow you to switch between the following views.
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Day. Displays appointments for the selected day.
Work Week. Displays appointments for business days of the
selected week.
Week. Displays appointments for all seven days of the selected
week.
Month. Displays appointments for the selected month. This view is
available only when the calendar is in My CRM mode.
Agenda. Displays appointments and scheduled tasks that have a
due date set. You can use the following filters above the calendar
grid:
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Action. Filters calendar items by action type.
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Status. Filters calendar items by status.
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Type. Filters calendar items by type (task or appointment).
Tasks. Displays scheduled tasks that have a due date set. You can
use the following filters above the calendar grid:
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Action. Filters tasks by action type.
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Status. Filters tasks by status.
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Shows Overdue Tasks. Shows overdue tasks for the past
90 days relative to the currently selected day or week.
Overdue tasks are shown in red. These are the tasks whose
due date has expired and whose status is not Complete or
Canceled.
Timeline. Displays events in the calendar of each team member.
This view is available only when the calendar is in Team CRM mode.
For more information, see Viewing tasks and Viewing appointments.
Tip: When you are in the Work Week, Week , or Month view, you can
click an appointment to view its detailed summary without leaving the
current calendar view.
5
(calendar grid)
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Displays appointments, tasks, or both, depending on the selected calendar
view and configured filter settings. The red line indicates the current time of
day.
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Calendar element
Description
6
(day view)
Allows you to switch between:
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Full day. Shows appointments scheduled for all 24 hours of the
selected day or week.
Business hours. Shows appointments scheduled for the business
hours of the selected day or week.
For more information on how to set your business hours in the calendar, see
Setting calendar preferences.
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(help button)
Opens the calendar help.
Difference between tasks and appointments
This topic describes the features provided by tasks and appointments in the default installation of Sage
CRM. The behavior may be different if your system is customized. For more information, contact your
system administrator.
Feature
Task
Appointment
Displayed in the Meeting Planner.
See Meeting Planner panel.
No
Yes
Shows the Meeting Planner when
you create or edit a new item.
No
Yes
The Meeting Planner is
available for non-recurring
appointments only.
Can have attachments.
Yes
No
Can be recurring.
No
Yes
Can include attendees who are not
Sage CRM users (external
attendees).
No
Yes
Can specify location.
No
Yes
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Feature
Calendar views where the item is
displayed.
Task
Appointment
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Agenda view
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Day view
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Tasks view
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Work Week view
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Week view
A task linked to an entity
record is also displayed on
the Communications tab of
the record.
l
l
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Month view
(My CRM mode only)
Agenda view
Team Membersview
(Team CRM mode
only)
An appointment linked to an
entity record is also displayed
on the Communications
tab of the record.
Approaches to using tasks and appointments
Sage CRM is a powerful tool for managing your meetings and to-do items. Here you can find some
suggestions that you may find useful when working with tasks and appointments. For more information, see
Difference between tasks and appointments.
The list of approaches below is not exhaustive - your organizational style and working environment may call
for approaches not mentioned here.
Approach
Details
Classic
Create appointments for all meetings.
Create tasks for all to-do items.
With this approach, you can view and manage all your to-do
items in one central location in the calendar (in the Tasks or
Agenda view).
However, your colleagues cannot see your tasks in the
Meeting Planner. If your colleagues tend to invite you to their
meetings often, you may not have any time left to work on
your to-do list.
Your appointments are shown in the Meeting Planner, so
your colleagues cannot create conflicting appointments.
Middle-of-the-road
Create appointments for all meetings
and critical to-do items.
Create tasks for all other to-do items.
This is a more flexible approach that allows you to block time
for your critical to-do items in the calendar and in the Meeting
Planner.
With this approach you can view and manage your meetings
and to-do items in the Agenda view of the calendar.
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Approach
Details
Strict time management
Create appointments for all meetings
and to-do items.
Do not use tasks at all.
With this approach, you don't have a separate to-do list, but
the times of your meetings and to-do items are blocked in the
calendar and in the Meeting Planner.
Hence, the chances that you'd be able to work on your to-do
items without being distracted by your colleagues are quite
high.
You can view and manage your meetings and to-do items in
the Agenda view of the calendar.
Setting calendar preferences
You can configure how the calendar displays information. For example, you can set your business hours,
day when your work week begins, date and time format, time zone, and the default initial calendar view that
displays when you open the calendar after logon.
To configure the calendar preferences:
1. Click <My Profile> | Preferences.
2. Click Change.
3. Configure the fields in the Date/Time Preferences panel.
Note: Some fields in this panel are system-wide. They define how information is displayed in the
entire Sage CRM system, not only in the calendar.
4. Click Save.
For more information about user preferences in Sage CRM, see User preferences.
Printing out a calendar view
1. Open the calendar. For instructions, see About calendar.
2. Click the calendar view you want to print out. For more information about calendar elements, see
About calendar.
3. Use the navigation buttons to select the day, week, or month you want to print out.
4. Click the print button (
).
Note: Sage CRM uses your default printer to print out the calendar. If necessary, you can select a
different printer after you click the print button ( ).
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Managing tasks
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Creating a task
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Editing a task
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Deleting a task
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Viewing tasks
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Managing attached files
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Task fields
For information on how tasks are synchronized when Exchange Integration or Classic Outlook Integration is
enabled, see the following:
Sage CRM feature
Related help topics
Exchange Integration
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Synchronizing tasks
Classic Outlook Integration
l
Scheduling appointments and tasks in Sage CRM
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Scheduling appointments and tasks in Outlook
Creating a task
You can use the following methods to create a new appointment:
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Quick method. Allows you to create a task by specifying the task subject only. To specify other
settings, you need to edit the task created with this method.
Normal method. Allows you to create a task by configuring all possible task settings.
Quick method
Note: This method is available in My CRM | Calendar only.
This method allows you to create a new task fast, but you can specify the task subject only. Other task fields
are automatically populated with the following default values:
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Start Date/Time: <Current date and time>
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Due Date/Time:<One day ahead of current date and time>
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Action: To Do
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Status: Pending
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Priority: Normal
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Territory: <Current user's territory>
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Team: <Current user's team>
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User: <Current user>
Fields not mentioned above are left blank. To change the default field values, you need to edit the task. For
more information, see Editing a task.
To create a task using the quick method:
1. Click My CRM | Calendar.
2. Click the Tasks view.
3. Type the task subject in the Quick Task text box in the top left corner of the calendar.
4. Click Add.
Normal method
This method allows you to configure all possible task settings.
For example, you can specify the task subject and details, times, and action. You can also assign the task to
users or teams, select a status and priority, link the task to entity records, configure notifications and other
task settings. You can use this method almost anywhere in Sage CRM.
1. In the top right corner of the Sage CRM window, click
.
2. Click New Task.
3. Configure the task fields. For more information, see Task fields.
4. Click Save.
Tip: You can also create a new task by clicking the New Task action button when viewing an entity
record. For more information about action buttons, see Basic screen elements.
Editing a task
You can edit an existing task to change its status, priority, subject, details, times, and action. You can also
assign the task to users or teams, link the task to entity records, manage files attached to the task, configure
notifications and specify other task settings.
1. In the calendar, locate the task you want to edit.
Tip: To view and filter tasks, you can use the Tasks view. For more information, see Viewing
tasks.
2. Open the task.
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3. Configure the task fields. For more information, see Task fields.
4. Click Save.
Deleting a task
Warning: A deleted task cannot be restored. Your system administrator must give you sufficient rights
to delete tasks.
When you delete a task, it is deleted together with all attached files. Attachments deleted with the task are
also removed from the Documents tab of the associated entity records.
1. In the calendar, locate the task you want to delete.
Tip: To view and filter tasks, you can use the Tasks view. For more information, see Viewing
tasks.
2. Open the task.
3. Click Delete, and then click Confirm Delete.
Viewing tasks
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Viewing your tasks
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Filtering tasks by user, action, and status
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Viewing tasks assigned to a team
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Viewing tasks without a due date
Viewing your tasks
Note: This method allows you to view only those tasks that have a due date set. To view tasks without a
due date, follow the steps in Viewing tasks without a due date.
1. Click My CRM | Calendar.
2. Click the Tasks calendar view. For more information about calendar elements, see About calendar.
3. Optionally, you can filter the tasks in the list:
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To filter tasks by action, select an action type from Action .
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To filter tasks by status, select a status from Status.
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To display overdue tasks for the past 90 days relative to the selected day or week, select
Show Overdue Tasks. Overdue tasks are shown in red. These are the tasks whose due
date has expired and whose status is not Complete or Canceled.
Overdue tasks whose due date has expired today are shown in red even if Show Overdue
Tasks is cleared.
4. To open a task, click the task subject.
Filtering tasks by user, action, and status
You can view tasks assigned to a particular Sage CRM user. You can also filter tasks to display those with
specific action or status.
This method allows you to view only those tasks that have a due date set. To view tasks without a due date,
follow the steps in Viewing tasks without a due date.
Note: To view tasks assigned to a Sage CRM user, you need to have sufficient rights in Sage CRM. For
more information, contact your system administrator.
1. Click My CRM | Calendar.
2. Click the Tasks calendar view.
3. Search for and select the Sage CRM user whose tasks you want to view:
a. In the Find text box in the top left corner, type the name of the user.
b. If My CRM for list is not updated automatically, click
to find the user.
c. Select the user from the My CRM for list, and then click
the user.
. The calendar displays tasks for
4. Optionally, you can filter the tasks in the list:
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To filter tasks by action, select an action type from Action .
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To filter tasks by status, select a status from Status.
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To display overdue tasks for the past 90 days relative to the selected day or week, select
Show Overdue Tasks. Overdue tasks are shown in red. These are the tasks whose due
date has expired and whose status is not Complete or Canceled.
Overdue tasks whose due date has expired today are shown in red even if Show Overdue
Tasks is cleared.
5. To open a task, click the task subject.
Viewing tasks assigned to a team
This method allows you to view only those tasks that have a due date set. To view tasks without a due date,
follow the steps in Viewing tasks without a due date.
To view tasks assigned to a team, you need to have sufficient rights in Sage CRM. For more information,
contact your system administrator.
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1. Click Team CRM | Calendar.
2. Click the Tasks calendar view.
3. In the top left corner, from the Team CRM for list, select the team whose tasks you want to view.
To view tasks for all existing teams, select All Teams.
To view tasks not assigned to any team, select --Unassigned--.
4. Optionally, you can filter the tasks in the list:
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To filter tasks by action, select an action type from Action .
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To filter tasks by status, select a status from Status.
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To display overdue tasks for the past 90 days relative to the selected day or week, select
Show Overdue Tasks. Overdue tasks are shown in red. These are the tasks whose due
date has expired and whose status is not Complete or Canceled.
Overdue tasks whose due date has expired today are shown in red even if Show Overdue
Tasks is cleared.
5. To open a task, click the task subject.
Viewing tasks without a due date
1. In the top right corner of the Sage CRM window, click
in the Search box.
2. Click Communication.
3. From Type, select Tasks Only.
4. Specify criteria to search for the tasks you want to view.
5. Click Find.
6. In the search results, click the subject of the task you want to view.
Managing attached files
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Attaching files to a task
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Removing an attached file from a task
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Viewing an attached file
Attaching files to a task
Note: You can attach files to saved tasks only. To attach files to a new task, save that task first.
1. Click My CRM | Calendar.
2. Locate and open the task to which you want to attach files. For more information, see Viewing tasks.
3. In the top left corner of the task, click the Attachments tab.
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4. Click Add File to locate and select the files you want to attach.
Tip: To select multiple files, hold down Ctrl and click the files.
Make sure to observe the following parameters set by your system administrator:
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Maximum file size
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Allowed file types
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Maximum number of files you can attach
If you violate any of these parameters, your files will not be attached. For more information, contact
your system administrator.
5. Click Save.
All files attached to a task in the context of an entity record are also listed in the Documents tab of that
record.
Removing an attached file from a task
1. Click My CRM | Calendar.
2. Locate and open the task from which you want to remove an attachment. For more information, see
Viewing tasks.
3. In the top left corner of the task, click the Attachments tab. The number in parenthesis next to the
tab name shows the number of files attached to the task.
4. In the File column, click the name of the attachment you want to remove.
5. Click Delete, and then click Confirm Delete.
Viewing an attached file
1. Click My CRM | Calendar.
2. Locate and open the task that contains the attached file you want to view. For more information, see
Viewing tasks.
3. In the top left corner of the task, click the Attachments tab. The number in parenthesis next to the
tab name shows the number of files attached to the task.
4. In the list of attachments, click next to the attachment you want to view.
Alternatively, click the attached file name, and then click View Attachment.
Task fields
When creating or editing a task, you can use fields in the following panels and tabs:
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Regarding panel
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Details panel
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Scheduling panel
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Follow-up panel
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Campaigns panel
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Scheduling Options panel
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Attachments tab
Regarding panel
Use this panel to link your task to entity records.
When a task is linked to an entity record, it is displayed on the Communications tab of the record, forming
part of the customer history.
Field
Description
Company
Specify the Company record to which you want to link the task.
Person
Specify the Person record to which you want to link the task.
Regarding
Specify the Opportunity, Case, Order, or Quote record to which you want to link the
task.
New Company
Click to create a new Company record and link the task to that record.
New Person
Click to create a new Person record and link the task to that record.
Details panel
Use this panel to specify the details of your task.
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Field
Description
Action
Select an action about which the task should remind you or other users. The
corresponding action icon is displayed for the task in the calendar:
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SMS out (
)
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Vacation (
)
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Phone out (
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Phone in (
)
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Letter out (
)
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Letter in (
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E-mail out (
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E-mail in (
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Fax out (
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Fax in (
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Meeting (
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Demo (
)
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To do (
)
)
)
)
)
)
)
)
Subject
Type the task subject.
Details
Type the task description.
Status
Select a task status.
Priority
Select a task priority.
Territory
Select a security territory for the task. For more information, see Territory
management.
Private
Select this check box to hide the task from users who are not added to the User
field of the Scheduling panel.
Created By
Displays the name of the user who created the task.
This option is automatically populated when the task is saved.
Created Date
Displays the date and time when the task was created.
This option is automatically populated when the task is saved.
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Field
Description
Percent Complete
Displays the completion percentage for the task.
If the task is synchronized from Microsoft Outlook, this option displays the value set
in Outlook.
If the task is not synchronized from Outlook, this option displays one of the following:
Completed Time
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0% when the task is canceled.
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100% when the task is complete.
Displays the date and time when the task was completed.
When the task status is not Complete, this option is blank.
When the task status is set to Complete, this option is automatically populated with
the date and time when the Complete status was set.
Scheduling panel
Use this panel to specify task start and due times, assign the task to users, and set up reminders.
Field
Description
Due
Date/Time
Specify the date and time by which the task must be completed.
User
Specify the Sage CRM users to whom you want to assign the task.
To add users, click in Search For. Select the users in the list and click Add.
To remove users, select the users in the list and click Remove.
Tip: To select multiple users, hold down Ctrl and click the users in the list.
When you assign a task to more than one user, Sage CRM creates a separate task for
each user. Each task is displayed in the calendar of the relevant user.
Start
Date/Time
Specify the date and time when the task becomes active.
Onscreen
Reminder
Select this check box to enable and configure an onscreen reminder for the task.
Reminder
Date/Time
Specify the date and time when the onscreen reminder for the task should display.
Send
Reminder
Message
When the onscreen reminder is enabled, you can select this check box to receive the
reminder messages configured in your User preferences.
Team
Select the team to which you want to assign the task.
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Follow-up panel
Use this area to create follow-up items for your task and configure SMS notifications if they are enabled by
your system administrator in Sage CRM.
Field
Description
Create Follow-up Task
Select this option to create a new follow-up task based on the
current task. The follow-up task is created when you save the
current task with this option selected.
Create Follow-up Appointment
Select this option to create a new follow-up appointment based on
the current task. The follow-up appointment is created when you
save the current task with this option selected.
Create Follow-up Opportunity
Select this option to generate a new opportunity based on the
current task. This option is available only when editing an existing
appointment.
Send SMS Message Immediately
Select this option to send a notification SMS message to the users
added to the User option in the Scheduling panel.
This option is available only if your system administrator has
enabled SMS messaging in Sage CRM.
Campaigns panel
Use this panel to link the task to a marketing campaign wave activity.
By default, this area is hidden. To show this area, click the Show Campaigns action button.
Field
Description
Wave Activity
Specify the wave activity to which you want to link the task.
This option is read-only if the task was created in the context of a wave activity.
Such a task is automatically linked to the wave activity.
Response Type
Allows you to select a response type.
This option becomes available once you have specified a wave activity.
For more information about marketing campaigns, see Campaign management.
Scheduling Options panel
Use this area to create linked tasks for each record in the list of search results.
This area is available when you create a new task from the list of search results after searching for
Companies, People, Cases, Leads, or Opportunities.
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Field
Description
Number Per Day
Specify the number of tasks to create per each day.
Broker Rule
Allows you to assign the tasks to users or a team.
You can select one of the following:
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Round Robin. Assigns the specified number of tasks to each user in the
User option.
Queue. Assigns the specified number of tasks to the team selected in the
Team option. The tasks can then be manually distributed between team
members.
Note: For more information about the User and Team options, see Scheduling
panel.
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Mon
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Tue
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Wed
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Thu
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Fri
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Sat
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Sun
Select the days of week when you want to create tasks.
Attachments tab
Use this tab to view, add, and remove task attachments. This tab is available only when you edit a saved
task.
Field
Description
Add File
Click this button to browse for a file and attach it to the task.
Drop files here to attach them
Drag and drop your files to this area to attach them to the task.
This area is available in some browsers only.
Owner
Allows you to filter the attached files by a particular owner.
Select the owner whose files you want to view from the list,
and then click Filter.
If the owner is not listed, use the search box to look for the
owner and add him or her to the list.
After you click the name of an attached file in the list, the Attachments tab displays the following panels:
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Panel
Description
For
Provides information about any records to which the attached
file is linked.
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Details
Company. Shows the Company record to which the
file is linked.
Person. Shows the Person record to which the file is
linked.
Regarding. Shows the Opportunity, Case, Order, or
Quote record to which the file is linked.
This panel has the following elements:
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Type. Specify the attachment type.
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Category. Specify the attachment category.
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Status. Specify the attachment status.
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Owner. Specify the attachment owner.
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Team. Specify the team that owns the attachment.
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Description. Enter attachment description.
Managing appointments
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Creating an appointment
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Editing an appointment
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Configuring recurrence for an existing appointment
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Deleting an appointment
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Viewing appointments
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Managing external attendees
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Appointment fields
For information on how appointments are synchronized when Exchange Integration or Classic Outlook
Integration is enabled, see the following:
Sage CRM feature
Related help topics
Exchange Integration
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Synchronizing appointments
Classic Outlook Integration
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Scheduling appointments and tasks in Sage CRM
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Scheduling appointments and tasks in Outlook
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Creating an appointment
You can use the following methods to create a new appointment:
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Quick method. Allows you to create an appointment by specifying the appointment subject, start
date and time, and end date and time. You can use this method in the following calendar views
only: Day, Week, Work Week. The Meeting Planner is not available with this method. Also, when
creating an appointment, you cannot link it to any entity records.
Normal method. Allows you to create an appointment by configuring all possible appointment
settings. With this method, you can also use the Meeting Planner to check the availability of the
appointment attendees who are Sage CRM users. You can use the normal method almost
anywhere in Sage CRM.
For more information about the Meeting Planner, see Meeting Planner panel.
Quick method
Note: This method is available in My CRM | Calendar only.
This method allows you to create a new appointment fast, but you can specify the following settings only:
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Appointment subject
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Start date and time
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End date and time
Other appointment fields are automatically populated with the following default values:
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Action: Meeting
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Status: Pending
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Priority: Normal
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Territory: <Current user's territory>
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Team: <Current user's team>
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User: <Current user>
To change the default settings, you need to edit the appointment. For more information, see Editing an
appointment.
To create an appointment using the quick method:
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1. Click My CRM | Calendar.
2. Open one of the following calendar views:
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Day
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Work Week
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Week
For more information, see About calendar.
3. Double-click anywhere in the calendar grid.
4. In the dialog box that opens, use the following fields
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Subject. Type an informative subject with which you want to identify your appointment in
the calendar.
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Start Time. Enter the start date and time for your appointment.
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End Time. Enter the end date and time for your appointment.
5. Click Save.
Normal method
When creating an appointment using the normal method, you can configure all possible appointment
settings.
For example, you can specify the appointment subject, details, times, action, and location. You can also add
entire teams or internal attendees who are Sage CRM users. You can select a status and priority, link the
appointment to entity records, and configure notifications, recurrence, and other appointment settings.
Note: You can add external attendees who are not Sage CRM users only after saving your
appointment.
To create an appointment using the normal method:
1. In the top right corner of the Sage CRM window, click
.
2. Click New Appointment.
3. Configure the appointment fields. For more information, see Appointment fields.
When setting the appointment time, you can use the Meeting Planner panel to check the availability
of internal appointment attendees and avoid possible conflicts. The Meeting Planner doesn't show
the availability of external appointment attendees. The Meeting Planner is not available for recurring
appointments.
4. Click Save.
Now you can add external attendees to your appointment, if necessary. For more information, see
Adding external attendees to an appointment.
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Editing an appointment
You can edit an existing appointment to change its status, priority, subject details, type, recurrence, add or
remove internal and external attendees or teams, and configure other appointment settings.
1. In the calendar, locate the appointment you want to edit.
Tip: To view and filter appointments, you can use the Agenda view in the calendar. For more
information, see Viewing appointments.
2. Open the appointment.
3. Configure the appointment fields. For more information, see Appointment fields.
When setting the appointment time, you can use the Meeting Planner panel to check the availability
of the internal appointment attendees and avoid possible conflicts. The Meeting Planner is not
available for recurring appointments.
4. Click Save.
Configuring recurrence for an existing appointment
You can add, edit, or delete recurrence for an existing appointment. Note that you can configure recurrence
only for those appointments whose status is Pending, In Progress, or --None--.
1. In the calendar, locate and open the appointment for which you want to configure recurrence.
Tip: To view and filter appointments, you can use the Agenda view in the calendar. For more
information, see Viewing appointments.
2. In the Scheduling panel, click Recurrence.
3. Configure the recurrence settings. For more information, see Communication Recurrence window.
To delete recurrence, click Delete.
4. Click Save.
In the calendar views, recurring appointments are marked with the following icon:
The Meeting Planner is not available for recurring appointments.
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Deleting an appointment
Warning: A deleted appointment cannot be restored. Your system administrator must give you
sufficient rights to delete appointments.
1. In the calendar, locate the appointment you want to delete.
Tip: To view and filter appointments, you can use the Agenda view in the calendar. For more
information, see Viewing appointments.
2. Open the appointment.
3. Click Delete, and then click Confirm Delete.
Viewing appointments
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Viewing your appointments
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Filtering appointments by user, action, and status
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Viewing appointments for a team
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Viewing appointments for a team member
Viewing your appointments
1. Click My CRM | Calendar.
2. Click one of the following calendar views:
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Day
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Work Week
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Week
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Month
3. Use the navigation buttons to select the day, date range, or month for which you want to view
appointments.
For more information about calendar views and navigation buttons, see About calendar.
Each appointment is marked with an icon indicating its action. For more information about these
icons, see Details panel. Recurring appointments are marked with .
4. To open an appointment, double-click it.
Tip: When you are in the Work Week, Week , or Month view, you can click an appointment to view its
detailed summary without leaving the current calendar view.
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Filtering appointments by user, action, and status
You can view appointments assigned to a particular Sage CRM user. You can also filter appointments to
display those with specific action or status.
Note: To view appointments assigned to another Sage CRM user, you need to have sufficient rights in
Sage CRM. For more information, contact your system administrator.
1. Click My CRM | Calendar.
2. Click the Agenda calendar view. For more information about calendar elements, see About
calendar.
3. Search for and select the Sage CRM user whose appointments you want to view:
a. In the Find text box in the top left corner, type the name of the user.
b. If My CRM for list is not updated automatically, click
to find the user.
c. Select the user from the My CRM for list, and then click
.
4. From the Type option, select Appointments Only. The calendar displays appointments for the
user.
Recurring appointments are marked with .
For more information, see Configuring recurrence for an existing appointment.
5. If necessary, filter the appointments:
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To filter appointments by action, select the action type from Action.
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To filter appointments by status, select the status from Status.
6. To open an appointment, click the appointment subject.
Viewing appointments for a team
To view appointments assigned to a team, you need to have sufficient rights in Sage CRM. For more
information, contact your system administrator.
1. Click Team CRM | Calendar.
2. Click the Agenda calendar view. For more information about calendar elements, see About
calendar.
3. In the top left corner, from the Team CRM for list, select the team whose appointments you want to
view.
To view appointments for all existing teams, select All Teams.
To view appointments not assigned to any team, select --Unassigned--.
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4. From the Type option, select Appointments Only. The calendar displays appointments for the
team.
Recurring appointments are marked with the following icon: .
For more information, see Configuring recurrence for an existing appointment.
5. Optionally, you can filter the appointments in the list:
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To filter appointments by action, select the action type from Action.
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To filter appointments by status, select the status from Status.
6. To open an appointment, click the appointment subject in the Subject column.
Viewing appointments for a team member
To view appointments assigned to a team member, you need to have sufficient rights in Sage CRM. For
more information, contact your system administrator.
1. Click Team CRM | Calendar.
2. Click the Timeline calendar view. For more information about calendar elements, see About
calendar.
3. Use the navigation buttons to select the day for which you want to view appointments.
4. In the top left corner, from the Team CRM for list, select the team that includes the member whose
appointments you want to view.
The calendar shows all team members and their appointments for the selected day.
Managing external attendees
You can add external attendees to a saved appointment. External attendees are people who are not Sage
CRM users. You can add only those external attendees for whom Person records exist in Sage CRM.
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Adding external attendees to an appointment
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Removing external attendees from an appointment
Adding external attendees to an appointment
Note: You can add external attendees to saved appointments only. The external attendees must exist in
Sage CRM as Person records. For more information, see Customer information.
1. Click My CRM | Calendar.
2. Locate and open the appointment to which you want to add external attendees.
For more information, see Viewing appointments.
3. In the top left corner of the appointment, click the External Attendees tab.
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4. Find and select the external attendees you want to add:
a. Click Add Attendees to Appointment.
b. Specify criteria to look for the Person records that represent the external attendees you
want to add.
c. Click Find .
d. In the Select column of the search results list, select the check boxes next to the Person
records you want to add.
e. Click Add Attendees to Appointment.
When you add external attendees, the appointment is displayed on the Communications tab of the
Person records representing the external attendees.
Removing external attendees from an appointment
1. Click My CRM | Calendar.
2. Locate and open the appointment from which you want to remove external attendees. For more
information, see Viewing appointments.
3. In the top left corner of the appointment, click the External Attendees tab.
4. In the Remove column, select the check boxes next to the external attendees you want to remove.
5. Click Remove Selected Attendees from Appointment.
When you remove external attendees, the appointment is removed from the Communications tab
of the Person records representing the external attendees.
Appointment fields
When creating or editing an appointment, you can use fields in the following panels and tabs: l
Regarding panel
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Details panel
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Scheduling panel
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Meeting Planner panel
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Follow-up panel
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Campaigns panel
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External Attendees tab
Regarding panel
Use this panel to link your appointment to entity records.
When an appointment is linked to an entity record, it is displayed on the Communications tab of the record,
forming part of the customer history.
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Field
Description
Company
Specify the Company record to which you want to link the appointment.
Person
Specify the Person record to which you want to link the appointment.
Regarding
Specify the Opportunity, Case, Order, or Quote record to which you want to link the
appointment.
New Company
Click to create a new Company record and link the appointment to that record.
New Person
Click to create a new Person record and link the appointment to that record.
Details panel
Use this panel to specify the details of your appointment.
Field
Description
Action
Select an action about which the appointment should remind you or other users.
The corresponding action icon is displayed for the appointment in the calendar:
Subject
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SMS out (
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Vacation (
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Phone out (
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Phone in (
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Letter out (
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Letter in (
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E-mail out (
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E-mail in (
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Fax out (
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Fax in (
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Meeting (
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Demo (
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To do (
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)
)
)
)
)
)
)
Type the appointment subject.
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Field
Description
Location
Type the appointment location.
You can add a resource user, for example, London meeting room. If you've already
typed some text in this option, add the resource user after the text. Use a semicolon
as a separator.
Details
Type the appointment details.
Status
Select an appointment status.
Priority
Select an appointment priority.
Territory
Select a security territory for the appointment. For more information, see Territory
management.
Private
Select this check box to hide the subject and details of the appointment from users
who are not added to the User option of the Scheduling panel. The appointment
time is displayed as busy (blocked) to such users.
Created By
Displays the name of the user who created the appointment.
This option is automatically populated when the appointment is saved.
Created Date
Displays the date when the appointment was created.
This option is automatically populated when the appointment is saved.
Percent Complete
Displays the completion percentage for the appointment:
Completed Time
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0% when the appointment is canceled.
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100% when the appointment is complete.
Displays the date and time when the appointment was completed.
When the appointment status is not Complete, this option is blank.
When the appointment status is set to Complete, this option is automatically
populated with the date and time when the Complete status was set.
Scheduling panel
Use this panel to specify appointment times, appointment attendees, schedule your appointment, configure
recurrence, and set up reminders.
Field
Description
Date/Time
Specify the start date and time of the appointment.
End Time
Specify the end and time of the appointment.
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Field
Description
All day event
Select this option to make the appointment an all-day event.
When selected, this option overrides the start and end times in the Date/Time and
End Time options.
User
Specify appointment attendees.
In this option, you can specify only Sage CRM users. To add or remove attendees
who are not Sage CRM users, go to the External Attendees tab. For more
information, see Adding external attendees to an appointment and Removing
external attendees from an appointment.
To add users, click in Search For. Select the users in the list and click Add.
To remove users, select the users in the list and click Remove.
Tip: To select multiple users, hold down Ctrl and click the users in the list.
The appointment appears in the calendar of each user added to the Users option.
Reminder
Configure an onscreen reminder for the appointment. Select when the reminder
displays before the appointment. To disable the reminder, select Don't remind
me.
When an onscreen reminder is enabled, you can also select Send Reminder
Message to receive the reminder messages configured in your User preferences.
Team
Select the team you want to participate in the appointment.
Recurrence
Click this option to configure or delete recurrence for the appointment. For more
information, see Communication Recurrence window.
When recurrence is set up for the appointment, the recurrence details are displayed
under the Recurrence option.
Note: The default maximum number of occurrences is 200. If you exceed the
maximum number of occurrences, an error message is displayed and you can't
save the appointment.
Communication Recurrence window
Use this window to configure recurrence for the appointment.
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Panel
Description
Recurrence
Pattern
Specify the frequency with which you want the appointment to recur.
Daily Pattern
Specify the time of day when you want the appointment to start and finish.
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If you select Occurs Once At, only one appointment is created for each day
set up in the Recurrence Pattern panel.
If you select Occurs Every, a separate appointment is created for each
day. Use the Duration panel to specify the date range in which you want
the appointments to recur.
Note: When Exchange Integration is enabled, the Occurs Every option is not
available.
Duration
Set the date range in which you want the appointment to recur.
Note: The default maximum number of appointment occurrences is 200. If you exceed this number, an
error message is displayed and you can't save the appointment.
Meeting Planner panel
Note: This panel is available only when you create or edit a non-recurring appointment.
Provides a free/busy grid that shows the availability of the appointment attendees added to the User option
in the Scheduling panel. The Meeting Planner is similar to the Scheduling Assistant in Microsoft Outlook.
You can use the Meeting Planner to avoid conflicting events when planning appointments.
Free office hours are shown in white, busy hours are displayed in dark gray, out of office hours are displayed
in light gray. Any conflicts with the current appointment are highlighted in red.
In this example, Damien Walsh and Graham Rogers are free from 7.30 until 17.30 and John Finch is busy
from 13.00 until 22.00.
Tip: You can use the Meeting Planner to set the start and end time of an appointment. In the free/busy
grid, click the start time, and then click the end time. The area between the start and end time is marked
in dark blue, indicating the appointment hours.
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Follow-up panel
Use this panel to create follow-up items for your appointment and configure SMS notifications if they are
enabled in Sage CRM.
Field
Description
Create Follow-up Task
Create a new follow-up task based on the current appointment.
The follow-up task is created when you save the current
appointment with this option selected.
Create Follow-up Appointment
Create a new follow-up appointment based on the current
appointment.
The follow-up appointment is created when you save the current
appointment with this option selected.
Create Follow-up Opportunity
Create a new opportunity based on the current appointment.
This option is available only when editing an existing appointment.
Send SMS Message Immediately
Send a notification SMS message to the users added to the User
option in the Scheduling panel.
This option is available only if your system administrator has
enabled SMS messaging in Sage CRM.
Campaigns panel
Use this panel to link the appointment to a marketing campaign wave activity.
By default, the Campaigns panel is hidden. To display this panel, click the Show Campaigns action button
in the appointment.
Field
Description
Wave Activity
Specify the wave activity to which you want to link the appointment.
This option is read-only if the appointment was created in the context of a wave
activity. Such an appointment is automatically linked to the wave activity.
Response Type
Select a response type.
This option becomes available once you have specified a wave activity.
For more information about marketing campaigns, see Campaign management.
External Attendees tab
Note: This tab is available only when you view a saved appointment.
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Use this tab to view, add, and remove external attendees. You can add only those external attendees whose
details are entered into Sage CRM as Person records.
When the appointment has any external attendees, the following icon is displayed next to the tab name: When Exchange Integration is enabled, the External Attendees tab shows the response to the
appointment invitation from Exchange Server.
For more information about working with external attendees, see Managing external attendees.
Action button
Description
Add Attendees to Appointment
Allows you to search for, select, and add external attendees
to the list. For more information, see Adding external
attendees to an appointment
When you click this button, the Find and Add External
Attendees tab opens.
Use the Find panel on this tab to specify search criteria for
the Person records you want to add as external attendees to
the appointment. Click Find to start your search.
When your search completes, select the check boxes in the
Select column next to the records you want to add as
external attendees, and then click Add Attendees to
Appointment.
Remove Selected Attendees from
Appointment
Removes selected external attendees from the list.
For more information, see Removing external attendees from
an appointment.
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Email
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Sage CRM email
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Setting a default email template
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Managing your email signature
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Sending an email
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Using Microsoft Outlook to send emails
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Replying to an email
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Converting emails
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Filing inbound and outbound emails
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Email shortcut keys
Sage CRM email
You can send and receive emails from Sage CRM. This means that you:
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Don’t need to retype or remember contact email addresses that are already in the system.
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Can store emails with a customer record for future reference.
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Can convert inbound emails directly to a customer service case, a sales opportunity, or new lead.
Setting a default email template
You can set a default email template which is automatically used when you create a new email. All values in
the default template are copied to the new email. The system administrator defines the list of default email
templates. You can create and set as default your own email template containing your email signature. For
more information, see Creating your email signature.
1. Click <My Profile> | Preferences and then click Change.
2. Select the email template you want to set as default from Default Email Template.
3. Click Save.
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Managing your email signature
You can create or edit your email signature and automatically add it to each outbound email you send from
Sage CRM.
When you create your email signature, it is stored in a new email template that is used for all outbound
emails you send from the built-in email client.
Each Sage CRM user can have only one email signature. The email signature you create is not available to
other Sage CRM users. You can temporarily disable your email signature or delete it completely if
necessary.
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Creating your email signature
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Editing your email signature
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Enabling or disabling your email signature
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Deleting your email signature
Creating your email signature
1. Click <My Profile> | Preferences.
2. Click Create Email Signature.
3. In the Template Name option, enter a descriptive name for your email signature.
For example, My email signature.
4. In the text box below the toolbar, type your email signature.
Keep the default values of all other options.
5. Click Save.
You have created your email signature, the email template containing the signature is automatically selected
in <My Profile> | Preferences | Default Email Template.
Editing your email signature
1. Click <My Profile> | Preferences.
2. Click Edit Email Signature.
If this button is not available, it means that you haven't created an email signature yet. For more
information, see Creating your email signature.
3. In the Template Name option, edit the name of the email template containing your email signature.
4. In the text box below the toolbar, edit your email signature.
5. Click Save.
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Enabling or disabling your email signature
1. Click <My Profile> | Preferences.
2. Click Change.
3. In Default Email Template, do one of the following:
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To disable your email signature. Select --None-- or any other email template that
doesn't contain your email signature.
To enable your email signature. Select the email template that contains your email
signature.
4. Click Save.
Deleting your email signature
To delete your email signature, delete the email template that contains the signature. A deleted email
template cannot be recovered.
1. Click <My Profile> | Preferences.
2. Click Edit Email Signature.
If this button is not available, it means that you haven't created an email signature yet. For more
information, see Creating your email signature.
3. Click Delete.
4. If prompted, confirm that you want to delete the email template.
Once you have deleted the email template containing your email signature, you may need to select another
default email template. For more information, see Setting a default email template.
Sending an email
This topic describes how to send an email using a built-in email editor in Sage CRM. For more information
on how to send an email using Outlook, see Using Microsoft Outlook to send emails.
1. Open the new email window by doing one of the following:
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Click
| New Email.
Search for the customer you want to email and click the person’s or company's email
address.
Click any email address in Sage CRM.
2. In the window that opens, specify Email options.
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3. Enter your email text and format it using Text editor buttons.
Tip: To find out what a toolbar button does, point to the button and read the tooltip. For example,
you can insert bulleted and numbered lists, tables, images, highlight text, and add HTML
content.
4. If necessary, attach a file to your email:
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To attach a global file to the email, click the Search Select Advanced (
) icon. Locate
and select the file, and click the Attach ( ) icon. For more information, see Search Select
Advanced.
To upload an inline image (GIF, JPEG, or JPG), click Choose File. Locate and select the
file, and click Upload inline image.
To attach a local file to the email, click Choose File. Locate and select the file, and click
Upload Attachment.
To remove an attached file from your email, click the Bin icon ( ) beside the file name.
5. Configure Communication options.
6. Click Send.
Tip: You can configure Sage CRM to open the new email screen in a new browser window. This lets
you continue working with Sage CRM and write an email at the same time. For more information, see
User preferences.
Email options
Field
Description
Template
Sage CRM templates usually contain standard content and field codes.
From
The email address from which your email is sent. By default, this is the address of
the current user. If this field is set to None, the email is sent from the address of the
current user. You can select an alternative From address only if you have
permissions to send emails from other accounts. If you have these permissions, you
can change the default email address in <My Profile> | Preferences | Default
Email address.
Reply to
The email address to which replies to your email are sent. This field is available only
if you have permissions to send emails from other accounts.
To
The recipients of your email. Use a semicolon as a separator.
CC
The recipients to whom you want to send a copy of your email. Use a semicolon as
a separator.
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Field
Description
BCC
The recipients to whom you want to sent a blank carbon copy of your email. Use a
semicolon as a separator.
You can use the following methods to search for and add recipients to the To, CC,
or BCC fields:
Method 1
Start typing the name or email address of a person or company in To, CC, or BCC
to display a list of matching records. In the list, click the person or company record
you want to add as a recipient.
Method 2
Look for the person record using the search box on the right-hand side of the
screen. Then, select the person record in the list below the search box, and click the
green left arrow next to the To, CC, or BCC field. You can add only one recipient at
a time.
Subject
The subject line for the email.
Do not file this
communication
When selected, the email is not filed in Sage CRM.
When not selected, your email is saved as a communication for the persons to
whom it was sent.
Choose Field to
insert into the
Email
The merge fields that you can include in the email. For example, you can include the
recipient’s first name or title in the email.
Source
Allows you to copy and paste HTML into the email body field. HTML source code
typically references image files, such as JPGs, GIFs and BMPs. Ensure that images
are referenced correctly so the person receiving the email can view them. You must
specify the source of an image file as an Internet path in the HTML source code. For
example, <img src = "http://www.domain.com/products/image.gif">.
Use this only if you have experience writing HTML source code.
Search select
Lets you select a global file to attach to the email. For more information, see Search
Select Advanced.
Attach
Attaches a global file to the email.
Choose File
Lets you select a local file to attach to the email or to select an inline image to include
in the email body.
Upload
attachment
Attaches a local file to the email.
Upload inline
image
Includes an inline image in the email body.
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Communication options
Note: If you're using Email Management to handle outbound emails, the Communications options are
not available.
Field
Description
Status
The status of the saved communication.
Team
The team in which the communication is saved.
Territory
The territory in which the communication is saved.
Action
The type of communication created from the email.
Wave Activity
The wave activity to which the email is linked. For more information, see What is
campaign management?
Using Microsoft Outlook to send emails
You can merge customer details with the email functionality in Sage CRM and then send the email using
Outlook.
1. Find the person or company you want to email and click their email address.
2. Click Send Using Outlook. An Outlook window is displayed, with the person's email address in To.
3. Type and format the body of the email.
4. Click Send in the Outlook window. The email is sent by Outlook, and is also saved with the
Communication record against the person or company it was sent to.
Any attachments to the Sage CRM email are automatically attached to the Outlook email.
Replying to an email
You can reply to an email that's stored in Sage CRM with a Communication record.
1. Find the person who you received the email from.
2. Click the Communications tab within the context of the person.
3. Click the Communications icon of the email you sent.
4. Click Reply or Reply All.
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5. Complete the email fields and send the email. For a description of email fields, see Sending an
email.
Converting emails
You can convert an inbound or outbound email communication, where the action type is Email In or Email
Out, to a case, opportunity, or lead.
1. Open the communication that was created when you sent or received the email.
2. Click New Case, New Opportunity, or New Lead.
3. Enter the details of the case, opportunity, or lead.
4. Click Save. The case, opportunity, or lead is saved against the person or company associated with
the email communication.
Filing inbound and outbound emails
If the Outlook Plugin for either Exchange Integration or Classic Outlook Integration is installed, you can use
File Email from Outlook to file an inbound email communication with the customer record in Sage CRM. For
more information, see Filing emails using Classic Outlook Integration.
If your system administrator has set up Sage CRM to use the E-mail Management functionality, inbound
emails are automatically filed against the matching Person or Company record.
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Outbound email
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Inbound emails
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Rules applied to email handling
Outbound email
Note: For instructions on how to file an outbound email when using the built-in Sage CRM email editor,
see Sending an email.
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Emails sent from Sage CRM or from Sage CRM using Send Using Outlook, are automatically
BCCed to a Mail Manager Server Filing address.
In Sage CRM, this address isn't visible in the BCC field. To see if Email Management is set up, click
Send Using Outlook. The Mail Manager Server filing address is visible in the BCC field.
Note: A mass email sent to a group is not filed if Email Management is enabled. When Email
Management is disabled, a communication record is automatically created for each recipient.
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You can send emails from outside Sage CRM to a customer and manually add the Mail Manager
Server Filing address to the BCC field.
When you send an email from Sage CRM, or from Outlook or another email application, and
manually BCC the Mail Manager Server Filing address, a Communication record is automatically
created for the customer who matches the email address in the To field. For more information, see
Rules applied to email handling.
Attachments to emails are filed with a Communication record in Sage CRM.
Inbound emails
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Inbound emails can be forwarded to the Mail Manager Server Filing Address. When this happens, a
new Communication record is created in Sage CRM. Attachments are saved with the
communication.
For emails received by users and then forwarded to the Mail Manager Server Filing Address, this
email address must be the only address in the To field.
The original sender's email address must be the first email address contained in the body of the
email that's forwarded to the mailbox. This is because E-mail Management recognizes the first
address in the body as the original sender's address.
Note: You may need to retype the sender’s email address at the top of the forwarded email to ensure
this filing takes place correctly.
Your system administrator can customize E-mail Management functionality for your specific needs. For
example, incoming emails to the support@domain.com could automatically create a Case assigned to the
Customer Service team.
Rules applied to email handling
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When an email is received in the specified mailbox, the email database table is checked for all
people associated with the email address.
If only one person is associated with the email address— even if the email address is used as a
private and business type—a communication is created for the person and is associated with the
Sage CRM user.
If an associated person can't be found or if multiple people are associated with the address, the
email table is checked for an associated company and a communication is created for the company.
This is also associated with the Sage CRM user.
Email shortcut keys
You can use the following shortcuts:
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Shortcut
What it does
Shift + <click>
Opens new email and inserts addresses in To.
Ctrl + <click>
Opens new email and inserts addresses in CC.
Alt + <click>
Opens new email and inserts addresses in BCC.
Exchange Integration
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About Exchange Integration
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Synchronizing contacts
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Synchronizing tasks
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Synchronizing appointments
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Reviewing Exchange Integration logs
About Exchange Integration
Sage CRM Exchange Integration is an integration between Sage CRM and Microsoft Exchange Server.
Appointments, tasks, and contacts can be synchronized between Sage CRM and Exchange Server. There
is no synchronization to individual Outlook clients. The synchronization runs automatically in the
background. This functionality is supported if you're working in the Outlook client, Outlook Web Access, or
using a mobile device that connects to Exchange.
If Exchange Integration is set up, your system administrator can install the optional Lite Outlook Plugin or
you can install it yourself. The plugin lets you add Outlook contacts to Sage CRM from the Outlook Client, file
single or multiple Outlook emails to one or more Sage CRM records, and attach Sage CRM shared
documents to Outlook emails. For more information, see Installing the Lite Outlook Plugin.
Your system administrator sets up the connection to Exchange and enables your mailbox for
synchronization. The system administrator also configures the synchronization direction, conflict resolution,
and logging settings, and starts the synchronization process. When your mailbox is synchronizing with Sage
CRM, a notification is displayed when you log on to Sage CRM and a tab called Exchange Integration
Logs is displayed in My CRM. For more information, see Reviewing Exchange Integration logs.
Synchronizing contacts
The following sections assume that your system administrator has enabled synchronization for contacts in
both directions using default synchronization options and that if conflicts arise, the Sage CRM update wins.
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Synchronizing contacts from Sage CRM to Exchange
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Updating and deleting contacts in Sage CRM
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Synchronizing contacts from Exchange to Sage CRM
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Updating and deleting contacts in Exchange
Synchronizing contacts from Sage CRM to Exchange
You must flag the Sage CRM contacts that you want to synchronize.
1. Click My CRM | Contacts.
2. Click Add Contacts and search for the contacts you want to synchronize.
3. Select the required contacts. You can use Select/Deselect All to select all returned contacts. Click
any subject heading except Remove Contact to sort contacts.
4. Click Add Contacts.
5. To add a specific group of contacts, click Add Group Of Contacts and click the group.
6. You can open a person record and click Add to My Contacts to add the person to the Contacts
tab.
7. After the next synchronization, open the Contacts folder in Outlook and verify that it includes the
contacts from Sage CRM. These contacts are tagged with the CRM Contact category. Doubleclick the contact in Outlook to view the category.
Note: When a contact is added from Sage CRM to an Exchange mailbox, deduplication takes place
against Company Name and person's First Name, Middle Name, and Last Name. These values
must match (this includes matching a "blank" for non-mandatory fields) for the contact to be considered a
duplicate. If this happens, a link is established to the contact in Exchange.
Updating and deleting contacts in Sage CRM
When you remove contacts that have been added to your Exchange mailbox from My CRM | Contacts, the
contacts remain in your mailbox but the link to Sage CRM is broken and the CRM Contact category is
removed. If the contact is deleted from the Sage CRM database, the contact is completely removed from
your mailbox.
Synchronizing contacts from Exchange to Sage CRM
Only contacts in the default Contact folder are synchronized with Sage CRM. If you do not want to
synchronize a contact with Sage CRM, you should create it in a secondary folder.
Only those contacts that are linked to Sage CRM are synchronized from Exchange to Sage CRM. You can
link a contact in Exchange to Sage CRM in one of the following ways:
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Contacts that originate from Sage CRM (My CRM | Contacts) are automatically linked to Sage
CRM. Any updates or deletes to these contacts in Exchange are synced back to Sage CRM.
If you or your system administrator have installed the Lite Outlook Plugin, you can add contacts to
Sage CRM using the Add Contact button in Outlook and then synchronize the contacts using
Exchange Integration. For more information, see Working with Lite Outlook Integration.
Updating and deleting contacts in Exchange
If two or more users update a contact in their Exchange mailboxes and the contact is linked to the same
single contact record in Sage CRM, the most recent update wins. The change is synched back immediately
to the linked contact records in the other Exchange mailboxes.
If you delete a contact in your Exchange mailbox, it's removed from My CRM | Contacts. The contact is not
deleted from the Sage CRM database.
Synchronizing tasks
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Task synchronization business rules
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Synchronizing tasks from Sage CRM to Exchange
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Synchronizing tasks from Exchange to Sage CRM
Task synchronization business rules
The following business rules are applied during task synchronization:
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Tasks modified in the last 14 days are synchronized.
If you create a task in Exchange and assign it to someone else, the task is not synchronized from
your mailbox because you're not the task owner.
Copies of tasks, where the mailbox owner is not the same as the task owner are not synchronized.
For example, a task which has been assigned to you in Exchange, but which you have not yet
accepted and therefore do not yet own, is not synchronized.
When a task is created in Sage CRM for multiple users who are synchronized with Exchange, an
owned copy of the task is created for each user in Sage CRM so the task is displayed in the task list
of each user in Exchange.
Recurring tasks are not synchronized.
Deduplication takes place on the Subject, CRM User/Exchange Owner, Start Date, and Due
Date fields. The Time section of the Date/Time fields from Sage CRM is ignored for deduplication. If
the Start Date is blank in either Sage CRM or Exchange, it is ignored for deduplication purposes.
Mass tasks, and tasks generated against groups or lists are not synchronized.
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Synchronizing tasks from Sage CRM to Exchange
To create a task in Sage CRM and view it in your Exchange mailbox:
1. Create the task in Sage CRM. For more information, see Creating a task.
2. After the next synchronization, open the Tasks folder in Outlook and verify that it includes the task
from Sage CRM. The information from the Regarding panel in Sage CRM is displayed in the body of
the task in Outlook. Your system administrator can customize this text.
Synchronizing tasks from Exchange to Sage CRM
Only tasks in the default Tasks folder are synchronized with Sage CRM. If you do not want to synchronize a
task with Sage CRM, you should create it in a secondary folder. To create a task in Exchange and view it in
Sage CRM:
1. In Outlook, click Tasks | New.
2. Add the new task details.
3. Click Save and Close.
4. After the next synchronization, go to Sage CRM and check for the new task in My CRM | Calendar.
Synchronizing appointments
The following sections assume that your system administrator has enabled synchronization for
appointments in both directions using default synchronization options and that if conflicts arise, the
Exchange update wins. Appointments, where the end date is in the last 14 days, or sometime in the future,
are synchronized.
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Appointment synchronization business rules
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Synchronizing appointments from Sage CRM to Exchange
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Synchronizing appointments from Exchange to Sage CRM
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Stub appointments
Appointment synchronization business rules
The following business rules are applied during appointment synchronization:
Note: Please be aware that when a synchronized field on an appointment is updated, a notification is
sent to all attendees. This is particularly important to note when adding confidential information to an
appointment.
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Synchronization
direction
Business rule
Exchange to Sage
CRM
Appointment synchronization is based on the organizer copy of appointment. This is
because the appointment in the organizer's Exchange mailbox is the most reliable
version of the appointment available to Sage CRM. Invitees see a copy of the
organizer appointment in their Sage CRM calendars rather than a customized
version of the invitee appointment from Exchange.
The exception to this rule is when the Exchange organizer of the appointment is not
a Sage CRM user enabled for synchronization, and the appointment includes
invitees who are Sage CRM users enabled for synchronization. In this case, the
synchronization is based on the invitee copies of the appointment, to ensure the
calendars of all the Sage CRM users stay up-to-date. In this case, a read-only stub
appointment is created in Sage CRM, based on the invitee copies. For more
information, see Stub appointments.
Sage CRM to
Exchange
Appointments created in Sage CRM, where the organizer is not enabled for
synchronization do not synchronize to Exchange. For example: Susan Maye is not
set up to synchronize with Exchange but William Dolan and John Finch are. In Sage
CRM, Susan Maye creates an appointment and adds William Dolan and John
Finch to the appointment. This appointment never appears in the Exchange
mailboxes of any of the three users. An Exchange Info message is displayed on the
appointment stating that the appointment is not synchronized.
Bidirectional
(Exchange to
Sage CRM and
Sage CRM to
Exchange)
Recurring appointments, where the end date of the recurrence pattern is in the last
14 days, or sometime in the future, are synchronized. Deduplication takes place on
the Subject, Organizer, Start Time, and End Time, and All Day Event fields.
The values in all these fields must match for the appointment to be considered a
duplicate. For recurring appointments, the Recurrence pattern and Range must
also match to be considered a duplicate.
Synchronizing appointments from Sage CRM to Exchange
To create an appointment in Sage CRM and view it in your mailbox:
1. Create the appointment in Sage CRM. For more information, see Creating an appointment.
2. After the next synchronization, the appointment synchronizes to the Organizer's mailbox, and
Exchange sends out meeting requests. Open the Calendar folder in Outlook and verify that it
includes the appointment from Sage CRM.
The information from the Regarding panel in Sage CRM is displayed in the body of the appointment
in Outlook. Your system administrator can customize this text.
Each person with a valid email address added to the External Attendees tab of the appointment is
sent a meeting invitation through Exchange.
If the email address of a Resource user in Sage CRM matches a mailbox address in Exchange, then
the resource displays in Exchange as a resource attendee.
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Synchronizing appointments from Exchange to Sage CRM
Only appointments in the default Calendar are synchronized with Sage CRM. If you do not want to
synchronize an appointment with Sage CRM, you should create it in a secondary folder.
To create an appointment in Exchange and view it in Sage CRM:
1. In Outlook, click Calendar | New.
2. Enter the new appointment or meeting request details. You can add the customer contact to the
Required attendee list if you want to send him an invitation to the meeting.
3. To make the appointment or meeting invisible to Sage CRM users who are not in the list of
attendees, mark the appointment or meeting as private in Outlook.
4. Click Save and Close or Send.
5. After the next synchronization, go to Sage CRM and locate the new appointment in My CRM |
Calendar.
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All appointment attendees are displayed on the External Attendees tab. Only email
addresses are displayed for the appointment attendees who do not have associated Person
records in Sage CRM or are not registered as Sage CRM users. No linked contact or
communication is displayed anywhere else in Sage CRM.
If your Exchange appointment includes a customer who exists in your Sage CRM database,
the customer is listed as an External Attendee. An appointment record is displayed in the
Communications tab of the customer record in Sage CRM.
Attendees from Exchange, whose mailboxes map to Resource user email addresses in
Sage CRM, are added to the User list in Sage CRM. If they do not map to Resource user
email addresses in Sage CRM, they are added to the External Attendees tab in Sage
CRM.
Stub appointments
Exchange Integration usually synchronizes appointments based on the organizer's copy of an appointment.
Invitees who are Sage CRM users enabled for synchronization can view a copy of the appointment in their
Sage CRM calendars.
The exception to this synchronization rule is when the Exchange organizer of the appointment is not a Sage
CRM user enabled for synchronization, and the appointment includes invitees who are Sage CRM users
enabled for synchronization. In this case, the synchronization is based on the invitee copies of the
appointment, to ensure the calendars of all Sage CRM users stay up-to-date.
These invitee copies of appointments are called stub appointments. They are read-only. Click the
Exchange Sync Info icon in the top left of the page to display information about the status of the
appointment.
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Reviewing Exchange Integration logs
Note: Your system administrator must grant you permissions to view the Exchange Integration Logs
tab in Sage CRM.
To view Exchange Integration logs:
1. Click My CRM | Exchange Integration Logs.
2. Select a log from Select log files. The list contents depend on the synchronization options set by
your system administrator.
3. Click the log to open it.
The Skippeditems log file contains information about appointments and tasks which could not be
synchronized. The following scenarios cause items to be skipped rather than synchronized.
Item
Mailbox
appointment
Scenario where item is not synchronized
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Sage CRM
appointment
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Mailbox task
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Recurring appointment where the recurrence range results in the number of
occurrences of the mailbox series exceeding the Maximum Number of
Occurrences allowed in Sage CRM. This is set by your system
administrator in the System Behavior settings.
Recurring appointment with no end date.
Yearly recurring appointment with a relative day of the week specified (a
day, weekday or weekend-day) in the recurrence pattern.
Monthly recurring appointment with a recurrence pattern such as “the fourth
day/weekday/weekend day of every [x] months”.
Appointment (single or recurring) where the organizer is a Sage CRM Sync
User but is not present in the Sage CRM user list for the appointment (is not
attending the meeting).
Recurring appointment where the Daily Pattern is set to Occurs Every.
Appointment with End Time set to a date before the current
synchronization date. This means that older appointments are not
synchronized by design. A warning message is logged: Appointment is too
old.
Recurring mailbox task.
Mailbox task where the owner of the task is not the owner of the mailbox in
question.
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Item
Scenario where item is not synchronized
Sage CRM task
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Task with Due Date set to a date before the current synchronization date.
This means that older tasks are not synchronized by design. A warning
message is logged: Task is too old.
Task in your task list that's owned by another user. A warning message is
logged: Reason: Task is reassigned.
Classic Outlook Integration
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About Classic Outlook Integration
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Working with the Classic Outlook Plugin
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Synchronizing Sage CRM and Outlook
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Working with Classic Outlook Integration
About Classic Outlook Integration
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Classic Outlook Integration synchronizes contacts, appointments, and tasks between Sage CRM and
Microsoft Outlook. It also lets you file single or multiple Outlook emails to one or more Sage CRM records,
and attach Sage CRM shared documents to Outlook emails.
Depending on how your system administrator configures Classic Outlook Integration, you can synchronize
data from Sage CRM to Outlook only, from Outlook to Sage CRM only, or both ways.
The first synchronization synchronizes:
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Recurring appointments.
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Appointments which have been modified in the last 14 days.
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Appointments with an end date between the last 14 days and today.
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Tasks which have been modified in the last 14 days.
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Tasks with a status of Pending or In Progress.
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Any flagged Sage CRM contacts, or contacts that have been added to the Contacts tab in Outlook.
Subsequent synchronizations synchronize:
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Appointments modified since the last synchronization.
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Tasks modified since the last synchronization.
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Any new, updated, or deleted flagged Sage CRM contacts, or any new, updated, or deleted
contacts on the Contacts tab in Outlook. If a synchronized Sage CRM contact shares an address
with another person or company, and you change the address in Outlook, Sage CRM updates the
shared address with the new information during Contact synchronization.
How to use Classic Outlook Integration
To use Classic Outlook Integration, you must download the Classic Outlook Plugin in Sage CRM. You can
download the plugin on a 32-bit machine only.
When you’ve successfully installed the Classic Outlook Plugin, a CRM ribbon is displayed in Outlook so you
can use Classic Outlook Integration features. The ribbon contains a CRM Actions group that lets you file
emails and add Outlook contacts to Sage CRM. It also contains a Synchronization group that lets you initiate
a synchronization, review conflicts and skipped items, and reset synchronization mappings. For more
information, see Classic Outlook Integration menu options.
Task
Help
Complete the mandatory requirements for installing the Classic Outlook
Plugin on your computer.
Preparing to install the
Classic Outlook Plugin
Download and install the Classic Outlook Plugin on your computer.
Installing the Classic Outlook
Plugin
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Task
Help
Flag the Sage CRM contacts that you want to synchronize with Outlook.
You can manually synchronize them straight away or wait until the next
scheduled synchronization when they'll be automatically added to
Outlook.
Adding contacts from Sage
CRM to Outlook
Manually add Outlook contacts to Sage CRM. These contacts are
included in all future synchronizations.
Adding contacts from
Outlook to Sage CRM
Create a new appointment or task in Sage CRM and add it to your
Outlook calendar.
Scheduling appointments
and tasks in Sage CRM
Create a new appointment or task in Outlook and add it to your Sage
CRM calendar.
Scheduling appointments
and tasks in Outlook
Attach a shared document to an Outlook email that’s synchronized with
Sage CRM.
Attaching shared documents
using Classic Outlook
Integration
File an Outlook email against a Sage CRM record.
Filing emails using Classic
Outlook Integration
You might have to reinstall the Classic Outlook Plugin if a new version of
the plugin is released. You can check the plugin version in your browser
tools.
Reinstalling the Classic
Outlook Plugin
If there's a problem installing the plugin, your system administrator might
advise you to uninstall it and then install it again. Or you might decide to
switch to using Lite Outlook Integration, in which case you need to
uninstall the Classic Outlook plugin first.
Uninstalling the Classic
Outlook Plugin
How to resolve synchronization issues
If you run into any issues when synchronizing information between Sage CRM and Classic Outlook
Integration, you can do the following.
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Task
Help
Open the conflict log to view synchronization conflicts and then resolve
those conflicts. Conflict information is generated if two users change the
same information in Sage CRM or Outlook since the last synchronization
and the system administrator has set the appropriate User Configuration
settings.
Viewing synchronization
conflicts
Open the skipped items log to view information about appointments,
tasks, or contacts that could not be synchronized. Fix the issue if
possible.
Viewing skipped items
If you're unable to synchronize information between Sage CRM and
Outlook, your system administrator might advise you to uninstall the
plugin and then install it again.
Uninstalling the Classic
Outlook Plugin
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Working with the Classic Outlook Plugin
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Preparing to install the Classic Outlook Plugin
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Installing the Classic Outlook Plugin
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Reinstalling the Classic Outlook Plugin
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Uninstalling the Classic Outlook Plugin
Preparing to install the Classic Outlook Plugin
There are several mandatory requirements for installing the plugin.
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In Outlook, ensure your email address is specified in File | Account Settings | Email and File |
Account Settings | Data Files. You should also use this email address in Sage CRM.
Ensure your email account runs on Microsoft Exchange Server or is a POP3 email account.
Ensure you're running a supported version of Outlook. For more information, see the Software
Requirements and Mobile Features guide posted on the Sage CRM Help Center.
Ensure you're a local administrator of your machine and that Classic Outlook Integration is enabled.
You can ask your system administrator if you don't know.
Close Microsoft Outlook.
Open Sage CRM in Internet Explorer 11. If you're using Edge, click the More actions icon (the
ellipses at the top right) and then select Open with Internet Explorer.
In IE, click Tools | Compatibility View settings and clear Display intranet sites in
Compatibility view.
In Sage CRM, check that your time zone is set correctly. Click <My Profile> | Preferences and
check the Time Zone field.
If you're unable to run .exe files as an Administrator, you must turn off User Account Control
Settings (UAC) on your computer. UAC notifies you before changes that require administrator-level
permission are made to your computer. Go to Control Panel and type UAC in the search box. Click
Change User Account Control Settings and move the slider to Never notify. Restart your
computer if you're prompted to do so. You can turn on UAC back on after you've installed the plugin.
Installing the Classic Outlook Plugin
1. In Sage CRM, click <My Profile> | Preferences.
2. If you're prompted to install a client component, click Install.
3. Click Install Classic Outlook Integration
4. If the Microsoft .NET Framework is not already installed on your computer, you're prompted to
install it. When the .NET Framework is installed, click Continue.
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5. Verify the information in the security warning. If the plugin has been installed by another user on the
current client, the .NET Framework Download and Security Warning dialog boxes are not
displayed.
6. Save the plugin file (CRMClientSetup.exe) to your desktop.
7. Right-click CRMClientSetup.exe and select Run as Administrator. Click Next to move through
the install wizard. If Run as Administrator is not available, turn off UAC settings on your computer.
For more information, see Preparing to install the Classic Outlook Plugin.
8. Log off Sage CRM, and close IE and Outlook before continuing with the installation. Check Task
Manager to ensure IE and Outlook are closed.
9. Select the Complete setup type and click Next. The table below explains the Classic Outlook Plugin
Connection Settings that are displayed during installation. You don't have to change these settings.
10. Click Install and then click Finish.
11. Open Outlook to view the Sage CRM ribbon. For more information, see Classic Outlook Integration
menu options.
12. Sometimes Classic Outlook Integration is disabled by default when the plugin is installed. If the Sage
CRM ribbon isn't displayed in Outlook, do the following:
a. Go to File | Manage Add-ins | Disabled Items
b. Click Go and enable the plugin.
c. Click OK. Restart Outlook to see the changes.
d. If the Classic Outlook Integration features still aren't displayed, go to File | Manage COM
Add-ins
e. Click Go and select the plugin.
f. Click OK. Restart Outlook to see the changes.
Field
Description
Server Name
The Sage CRM server name. This is automatically populated from the Sage CRM
server.
Install Name
Sage CRM install name. This is automatically populated from the Sage CRM
server.
Port Number
Defaults to 80. Contact your system administrator if you need to change this port.
For example, if HTTPS is used, you might need a different port.
Use Secure
Connection
HTTPS
Select to use an HTTPS connection
User Name
This is automatically populated from the Sage CRM server.
Domain
The Exchange Server domain name.
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Reinstalling the Classic Outlook Plugin
You might have to reinstall the Outlook Plugin if a new version of the plugin is released. You can check the
plugin version in your browser.
1. Click <My Profile> | Preferences.
2. Click Reinstall Classic Outlook Integration. The new version of the plugin loads the next time
you start Outlook.
Uninstalling the Classic Outlook Plugin
Before you uninstall the plugin, you should ensure you're a local administrator of your machine. You can ask
your system administrator if you don't know or if you are not comfortable performing the following steps.
1. Turn off User Account Control Settings (UAC) on your computer. UAC notifies you before changes
that require administrator-level permission are made to your computer. Go to Control Panel | User
Accounts | User Accounts | Change User Account Control Settings and click OK. Restart
you computer if you're prompted to do so. You can turn on UAC back on after you've uninstalled the
plugin.
2. Close all browsers.
3. Open Outlook and click CRM | Uninstall on the Outlook ribbon.
4. Click OK and close Outlook.
5. On your computer, click Start and type cmd in the Search field.
6. Right-click cmd.exe and select Run as administrator.
7. Enter the following command to go to the Downloaded Program Files folder:
cd %WinDir%\Downloaded Program Files
8. Execute the following commands:
regsvr32 -u OtlTools.ocx
del OtlTools.*
9. Navigate to the directory where the plugin is installed. This is usually %ProgramFiles
(x86)%\Sage\CRM Client\Outlook Plugin.
10. Execute the following commands:
regsvr32 -u crmoutlookplugin.ocx
regsvr32 -u crmoutlookplugin2.dll
del *.*
11. Delete or rename the following folders:
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%userprofile%\AppData\Roaming\ACCPAC
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%userprofile%\AppData\Roaming\Sage
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12. Remove the plugin from the list of enabled add-ons in IE.
a. In IE, go to Tools | Manage add-ons.
b. Select All add-ons from the Show drop-down in the left panel.
c. Right-click the Outlook add on and click More information.
d. Click Remove and then click Close.
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Synchronizing Sage CRM and Outlook
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Classic Outlook Integration menu options
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Adding contacts from Sage CRM to Outlook
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Adding contacts from Outlook to Sage CRM
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Scheduling appointments and tasks in Sage CRM
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Scheduling appointments and tasks in Outlook
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Viewing synchronization conflicts
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Viewing skipped items
Classic Outlook Integration menu options
When you install the Classic Outlook Plugin, a Sage CRM ribbon is displayed in Outlook. The ribbon
includes a CRM Actions group and a Synchronization group. When you click a button on the ribbon and
you are not already logged on to Sage CRM, you're prompted to log on. Enter your Sage CRM username
and password and click OK.
The following table explains the CRM Actions group.
CRM Actions
group
Description
File Email
Files single or multiple email records with the company or person record in Sage
CRM.
Add Contact
Adds the selected Outlook contact to Sage CRM.
The following table explains the Synchronization group.
Synchronization
group
Description
Sync
Initiates a synchronization between Sage CRM and Outlook.
View Conflict Log
Displays synchronization conflicts to field-level detail.
View Skipped
Items
Displays details about items that were skipped during synchronization. For more
information, see Viewing skipped items.
Sync Info Reset
Resets mappings between synchronized contacts, appointments, and tasks to the
state they were in after the first synchronization.
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Synchronization
group
Description
Options
Opens the CRM Options screen.
Uninstall
Uninstalls the Sage CRM Outlook Plugin.
The following table explains the fields on the CRM Options screen. To open this screen, click the Options
button in the Synchronization group. Alternatively, click Options on the Sage CRM log on screen to open
the CRM Options screen.
CRM Options
Description
Server Name
Sage CRM install server name.
To change the default port (80), add the alternative port after the server name. For
example, JUPITER:1234 [Server Name]:[HTTP port]
Install Name
Sage CRM install name.
Use HTTPS
Uses an HTTPS connection.
To change the default HTTPS port (443), add the alternative port after the server
name. For example, JUPITER:10443 [Server Name]:[HTTPS port]
Sync Every (mins)
Sets the automatic synchronization interval.
Show Conflicts
Displays Synchronization Conflicts window after each synchronization when in
Auto Synch mode (the system administrator sets the automatic synchronization
interval).
Warning if sync is
to delete more
than
Displays a dialog box if more than the specified number of records will be deleted in
Sage CRM as a result of a synchronization.
Adding contacts from Sage CRM to Outlook
You must flag the Sage CRM contacts that you want to synchronize with Outlook.
1. Click My CRM | Contacts.
2. Click Add Contacts and search for the contacts you want to add to Outlook.
3. Select the required contacts. You can use Select/Deselect All to select all returned contacts. Click
any subject heading except Remove Contact to sort contacts.
4. Click Add Contacts.
5. To add a specific group of contacts, click Add Group Of Contacts and click the group.
6. You can open a person record and click Add to My Contacts to add the person to the Contacts
tab.
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7. Click Sync on the Outlook ribbon to synchronize the contacts to Outlook. For more information, see
Classic Outlook Integration menu options. If any conflicts occur during synchronization, a dialog box
is displayed allowing you to review the conflicts. Alternatively, wait until the next automatic
synchronization.
8. In Outlook, click the Contacts folder and verify that it includes the contacts from Sage CRM. These
contacts are tagged with the CRM Contact category. Double-click the contact in Outlook to view the
category.
If a synchronized Sage CRM contact shares an address with another person or company, and you change
the address in Outlook, the shared address is updated in Sage CRM during contact synchronization.
Adding contacts from Outlook to Sage CRM
You must manually add Outlook contacts to Sage CRM. If you change company information for a contact in
Outlook, you must manually update the company information for the contact in Sage CRM because it's not
automatically updated when contacts are synchronized.
Be aware that you can't add a contact from Outlook to Sage CRM if the Outlook contact includes company
information and you do not have insert rights to the company entity in Sage CRM. To add the contact in this
case, you must either be given rights to insert company data by your system administrator or you must
remove the company information from the Outlook record.
Sage CRM field level security is not applied to required fields in Outlook. For example, if you delete the
contents of a required field in an Outlook contact and then synchronize with Sage CRM, you are not warned
that a required field has not been populated.
1. In Outlook, click the People tab at the bottom of the screen.
2. Highlight the contact you want to add to Sage CRM.
3. Click Add Contact on the CRM ribbon.
4. If the Outlook contact contains a company, a dedupe is performed on the company name.
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If a company match is detected in Sage CRM, a list of matches is displayed. You can select
a matching company or ignore the duplicates.
If you select a matching company, a dedupe is performed on the person and duplicates are
displayed. If no duplicates are detected, the New Person screen is displayed in Sage CRM
within Outlook with the existing contact details from Outlook filled in.
If a company match is not detected, or if a match is detected and you ignore it, a new
company that includes the person details on the Person panel is automatically created using
the Company name from Outlook.
5. If the Outlook contact does not have an associated company, a dedupe is performed on the person
name.
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If a person match is detected in Sage CRM, a list of matches is displayed. You can select a
matching person or ignore the duplicates.
To create a company for the contact in Sage CRM, click New Company on the Person
details screen.
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6. Click Save to save the contact in Sage CRM. The contact is added to the Contacts tab and is
included in future synchronizations. When a contact is added from Outlook to Sage CRM, the
Outlook Plugin automatically synchronizes with Sage CRM on contacts only. This is to ensure that
additional information entered in Sage CRM is reflected in Outlook.
7. Any Outlook contact that's synchronized with Sage CRM is linked to detailed customer interaction
history in Sage CRM. To view this history, click Contacts in Outlook. Select the contact and click
View Contact.The Person Summary tab for the contact is displayed.
Scheduling appointments and tasks in Sage CRM
1. Open Sage CRM and create an appointment or task with a contact. For more information, see
Creating an appointment and Creating a task.
2. Switch to Outlook and click Sync. For more information, see Classic Outlook Integration menu
options. The appointment or task is displayed in your Outlook Calendar.
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An All Day Event in Sage CRM becomes an All Day Event in Outlook.
When you create an appointment in Sage CRM and link it to a person or company, the selected
company or person is displayed in the body of the appointment in Outlook.
If you create an appointment in Sage CRM with a person who does not have an associated
email address, for example, a Resource user such as London Meeting Room, the appointment
is synchronized with Outlook, but the user is not displayed in the appointment in Outlook.
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Private appointments and tasks are not synchronized between Sage CRM and Outlook.
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Recurring appointments created in Sage CRM are synchronized to Outlook.
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Sage CRM allows you to have more than one recurring appointment from a series occurring on
the same day, but Outlook does not.
Scheduling appointments and tasks in Outlook
1. In Outlook, click the Calendar folder or the Tasks folder.
2. Click Home | New Task or Home | New Appointment.
3. Complete the details. If you set a reminder, it pops up in Outlook as a reminder and in Sage CRM as
an onscreen notification when the appointment or task is synced. You can add a contact to the task
in Outlook, but it's not reflected in Sage CRM even if the contact is in Sage CRM.
4. Click Save and Close.
5. Click Sync.
6. In Sage CRM, click My CRM | Calendar to see the appointment or task.
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Tasks that you create in Outlook have the default completion time of 12 noon in Due Date in
Sage CRM.
An All Day Event in Outlook becomes an All Day Event in Sage CRM.
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If you create an appointment in Outlook for a non-Sage CRM user, the user's email addresses
appear in the Sage CRM appointment at the end of the screen.
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If you create an appointment in Outlook for multiple Sage CRM users, multiple users are listed
against the appointment in Sage CRM—as long as email addresses have been set up against
the user. The Outlook meeting organizer is displayed in the Organizer field in Sage CRM.
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If you create an appointment with a person in Sage CRM, the person's email address appears
in the list of attendees in Outlook. You cannot see in Sage CRM if the person has accepted the
meeting and can attend.
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Classic Outlook Integration supports the default Outlook Calendar only.
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Private appointments and tasks are not synchronized between Outlook and Sage CRM.
When creating a recurring appointment in Outlook, you must select an End By date on the
recurrence dialog box if you want the appointment to be synched to Sage CRM. Recurring
tasks are not synchronized from Outlook to Sage CRM.
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The default maximum number of occurrences allowed in Sage CRM is 200. Your system
administrator sets this value. If you create a recurring appointment in Outlook with a greater
number of occurrences, the appointments are not synchronized.
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Viewing synchronization conflicts
Conflict information is generated if two users change the same information in Sage CRM or Outlook since
the last synchronization and the system administrator has set the appropriate User Configuration settings.
For example, an appointment is created in Outlook starting at 4pm, finishing at 5.30pm.
The appointment is synchronized, and is displayed in Sage CRM. Before the next synchronization takes
place, one user changes the end time to 4.30pm in Sage CRM, and another user changes the end time to 6
pm in Outlook. When synchronization takes place, the appointment end time is updated to 6pm in Sage
CRM and Outlook, and a conflict is displayed in Outlook.
1. In Outlook, click CRM | View Conflict Log.
2. Click the conflict you want to view in List of Logged Conflicts. The left side of the Conflict Details
panel shows the field or fields where a conflict has arisen. The right side of the panel shows the
values before synchronization.
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Hide Empty Fields and Hide Equal. Hides or shows fields where the values are the same
in Outlook and Sage CRM.
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Clear Log. Clears all conflicts from the list of logged conflicts.
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Delete Selected. Clears the selected conflict from the list of logged conflicts.
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Copy Details. Copies the Outlook value to the clipboard so you can reinstate it.
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Help. Displays the Sage CRM help page that describes synchronization conflicts.
3. Scroll to highlighted field to review the conflict.
4. Click Close to close the Synchronization Conflicts window.
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Viewing skipped items
The Skippeditems log file contains information about appointments, tasks, or contacts which could not be
synchronized.
1. In Outlook, click CRM | View Skipped Items to open the Skippeditems log file.
***Problem gathering data for item***
Logged on:25/07/2008 10:32:43
Type: Recurring appointment
Subject: app2
Date & time: 25/07/2008 09:00:00
Action:Compiling XML with item to be sent to Sage CRM server
Server ID:0
Outlook unique ID:2254403268
Cause:Exception raised: Incompatible recurrence pattern (no end date)
Logged at:MJ1024
The file has the following elements:
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Logged on. The time at which the problem occurred.
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Type. The area in which the problem occurred.
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Subject and Date & Time. For appointments and tasks.
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Action, Server ID, Outlook Unique ID, Logged At. This is additional information for your
system administrator or Support team.
2. Review the log file and fix the issues listed. If you cannot fix an issue, talk to your system
administrator. Below are the most common causes of skipped items:
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Incorrect recurring appointment pattern type, specifically where no end date has been set in
Outlook.
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An appointment created in Outlook, which has no subject and no body text.
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A task created in Outlook, which has no subject and no body text.
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A user was added to only one occurrence of recurring appointment.
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A contact in Outlook has an empty first and last name.
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When a recurring appointment is created and the meeting organizer and invitees
synchronize, but the meeting organizer later changes one of the occurrences in the series
and sends the update to the invitees.
An invitee of a recurring appointment tries to synchronize an appointment, where they are
invited to only one or some of the occurrences of the series.
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Working with Classic Outlook Integration
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Attaching shared documents using Classic Outlook Integration
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Filing emails using Classic Outlook Integration
Attaching shared documents using Classic Outlook Integration
You can attach documents from the Shared Documents tab in Sage CRM to emails sent from Outlook.
1. In Outlook, click Home | New Email.
2. Fill in the details of the email.
3. Click the Add-Ins menu on the new email window and then click Attach Shared Doc. The list of
available shared documents is displayed.
4. Select Attach beside the document you want to attach to the email.
5. Click Attach. The selected document is added to your email as an attachment.
Filing emails using Classic Outlook Integration
You can file one or more emails that are in your Outlook folders to Sage CRM. When you file a single email,
Sage CRM tries to match the email address on the Outlook email with an email address in Sage CRM.
When you file several emails at once, Sage CRM looks for a match with the first email address in the batch
of emails. If no match is found for the first email address, you must manually match the email batch to a
record in Sage CRM. When you're filing batches of emails, ensure all emails have the same email address.
In Sage CRM you can open the Communications tab on a Company or Person record and then drag and
drop an email from Outlook directly onto the Document Drop icon. This method stores the entire email as an
attachment to the Communication record. Alternatively, complete the following steps:
1. To file an email that's in an Outlook folder, select the email you want to file and click File email on
the Sage CRM ribbon.
2. To file a new email that you're sending from Outlook, click Home | New | New Email and fill in the
details of the email. Then click the Sage CRM menu and click Send and File.
3. To select the Company or Person records to file the email against, click Add in the File emails
panel and search for the required record. If you select multiple Person records, the email is filed as a
Communication record against each target specified. If you do not link the email with a Company or
Person, the Communication record becomes an orphan record in Sage CRM and is difficult to find.
When you file an email against a Company or Person record, the email inherits the territory of the
company or person (in that order), depending on your insert rights for those territories.
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4. Specify filing options:
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Status. The current status of the email (Canceled, Complete, Pending, or In Progress).
File By Date and Time. File the email by the date and time at which it was received or by
the current date and time.
Action. The action type under which to file the email. For example, Email In, Email Out, or
Meeting.
5. Click File email to file the email in Sage CRM and return to Outlook. Alternatively, click File and
View to view the Communication record in Sage CRM before you file it.
You can restrict certain types of files being uploaded into Sage CRM using Document Drop but these
restrictions do not apply to email attachments.
Lite Outlook Integration
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About Lite Outlook Integration
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Working with the Lite Outlook Plugin
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Working with Lite Outlook Integration
About Lite Outlook Integration
Lite Outlook Integration lets you add contacts from the Outlook client to Sage CRM, file single or multiple
Outlook emails to one or more Sage CRM records, and attach Sage CRM shared documents to Outlook
emails. Lite Outlook Integration does not synchronize any data between Outlook and Sage CRM. For this
reason, it should be used with Exchange Integration. For more information, see About Exchange
Integration.
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How to use Lite Outlook Integration
To use Lite Outlook Integration, you must download the Lite Outlook Plugin in Sage CRM. You can
download the plugin on a 32-bit or a 64-bit machine. When you’ve successfully installed the Lite Outlook
Plugin, a Sage CRM ribbon is displayed in Outlook. For more information, see Lite Outlook Integration menu
options.
Task
Help
Complete the mandatory requirements for installing the Lite Outlook
Plugin on your computer.
Preparing to install the Lite
Outlook Plugin
Download and install the Lite Outlook Plugin on your computer.
Installing the Lite Outlook
Plugin
Attach a shared document to an Outlook email that’s synchronized with
Sage CRM.
Attaching shared documents
using Lite Outlook Integration
File one or more Outlook emails against Sage CRM records.
Filing emails using Lite
Outlook Integration
Manually add Outlook contacts to Sage CRM.
Adding contacts using Lite
Outlook Integration
You might have to reinstall the Lite Outlook Plugin if a new version of the
plugin is released. You can check the plugin version in your browser
tools.
Reinstalling the Lite Outlook
Plugin
If there's a problem installing the plugin, your system administrator might
advise you to uninstall it and then install it again. Or you might decide to
switch to using Classic Outlook Integration, in which case you need to
uninstall the Lite Outlook plugin first.
Uninstalling the Lite Outlook
Plugin
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Working with the Lite Outlook Plugin
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Preparing to install the Lite Outlook Plugin
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Installing the Lite Outlook Plugin
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Reinstalling the Lite Outlook Plugin
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Uninstalling the Lite Outlook Plugin
Preparing to install the Lite Outlook Plugin
There are several mandatory requirements for installing the plugin.
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Ensure your email account runs on Microsoft Exchange Server or is a POP3 email account.
Ensure you're running a supported version of Outlook. For more information, see the Software
Requirements and Mobile Features guide posted on the Sage CRM Help Center.
In Outlook, ensure your email address is specified in File | Account Settings | Email and File |
Account Settings | Data Files.
Ensure you're an administrator of your machine and that either Lite Outlook Integration or Exchange
Integration has been enabled. Ask your system administrator if you don't know.
Ensure you are viewing Sage CRM in Internet Explorer. If you're using Edge, click the More
actions icon (the ellipsis at the top right) and then select Open with Internet Explorer.
In Internet Explorer, click Tools | Compatibility View settings and deselect Display intranet
sites in Compatibility view.
In Sage CRM, check that your time zone is set correctly. Click <My Profile> | Preferences and
check the Time Zone field.
If you're unable to run .exe files as an Administrator, you must turn off User Account Control
Settings (UAC) on your computer. UAC notifies you before changes that require administrator-level
permission are made to your computer. Go to Control Panel and type UAC in the search box. Click
Change User Account Control Settings and move the slider to Never notify. Restart your
computer if you're prompted to do so. You can turn on UAC back on after you've installed the plugin.
Installing the Lite Outlook Plugin
1. In Sage CRM click <My Profile> | Preferences.
2. If you're prompted to install a client component, click Install.
3. Click Install Lite Outlook Integration.
4. If the Microsoft .NET Framework is not already installed on your computer, you're prompted to
install it. When the .NET Framework is installed, click Continue.
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5. Verify the information in the security warning. If the plugin has been installed by another user on the
current client, the .NET Framework Download and Security Warning dialog boxes are not
displayed.
6. Save the plugin file (CRMClientSetup.exe) to your desktop.
7. Right-click CRMClientSetup.exe and select Run as Administrator. Click Next to move through
the install wizard. If Run as Administrator is not available, turn off UAC settings on your computer.
For more information, see Preparing to install the Lite Outlook Plugin.
8. Log off Sage CRM, and close IE and Outlook before continuing with the installation. Check Task
Manager to ensure IE and Outlook are closed.
9. Select the Complete setup type and click Next. The table below explains the Lite Outlook Plugin
Connection Settings that are displayed during installation. You don't have to change these settings.
10. Click Install and then click Finish.
11. Open Outlook to view the Sage CRM Lite Outlook Integration features.
12. Sometimes Lite Outlook Integration is disabled by default when the plugin is installed. If the Sage
CRM ribbon isn't displayed in Outlook, do the following:
a. Go to File | Manage Add-ins | Disabled Items
b. Click Go and enable the plugin.
c. Click OK. Restart Outlook to see the changes.
d. If the Lite Outlook Integration features still aren't displayed, go to File | Manage COM Addins
e. Click Go and select the plugin.
f. Click OK. Restart Outlook to see the changes.
Field
Description
Server Name
The Sage CRM server name. This is automatically populated from the Sage CRM
server.
Install Name
Sage CRM install name. This is automatically populated from the Sage CRM
server.
Port Number
Defaults to 80. Contact your system administrator if you need to change this port.
For example, if HTTPS is used, you might need a different port.
Use Secure
Connection
HTTPS
Select to use an HTTPS connection.
User Name
This is automatically populated from the Sage CRM server.
Domain
The Exchange Server domain name.
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Reinstalling the Lite Outlook Plugin
You might have to reinstall the Outlook Plugin if a new version of the plugin is released. You can check the
plugin version in your browser.
1. Click <My Profile> | Preferences.
2. Click Reinstall Lite Outlook Integration. The new version of the plugin loads the next time you
start Outlook.
Uninstalling the Lite Outlook Plugin
Before you uninstall the plugin, you should ensure you're a local administrator of your machine. You can ask
your system administrator if you don't know or if you are not comfortable performing the following steps.
1. Close all browsers and Outlook.
2. Open the list of installed programs. For example, click Control Panel | Programs | Uninstall a
program.
3. Right-click Sage CRM Client Applications and click Uninstall. Follow the steps on screen.
4. On your computer, click Start and type cmd in the Search field. Right-click cmd.exe and select
Run as administrator.
5. Enter the following command to go to the Downloaded Program Files folder:
cd %WinDir%\Downloaded Program Files
6. Execute the following commands:
regsvr32 -u crmoutlookplugin2.dll
regsvr32 -u crmoutlookplugin2x64.dll
del crmoutlookplugin2.dll*
regsvr32 -u OtlTools.ocx
del OtlTools.*
7. Browse to %ProgramFiles(x86)%\Sage and delete or rename the CRM Client Tools folder (if
present).
8. Browse to %AppData% and delete or rename the Sage folder.
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Working with Lite Outlook Integration
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Lite Outlook Integration menu options
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Attaching shared documents using Lite Outlook Integration
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Filing emails using Lite Outlook Integration
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Adding contacts using Lite Outlook Integration
Lite Outlook Integration menu options
When you install the Lite Outlook Plugin, a Sage CRM ribbon is displayed in Outlook. When you click a
button on the ribbon and you are not already logged on to Sage CRM you're prompted to log on. Enter your
Sage CRM user name and password and click OK.
For more information on how to install the Lite Outlook Plugin, see Installing the Lite Outlook Plugin.
Option
Location / Description
File email
Lets you file one or more selected Outlook emails to Sage CRM.
Add contact
Lets you add a selected Outlook contact to Sage CRM.
Help
Launches Sage CRM help for Lite Outlook Integration.
About
Plugin version information.
Attaching shared documents using Lite Outlook Integration
You can attach documents from the Shared Documents tab in Sage CRM to emails sent from Outlook.
1. In Outlook, click Home | New | New Email.
2. Click the Sage CRM menu and then click Attach Shared Doc. The list of available shared
documents is displayed.
3. Select Attach beside the document you want to attach to the email.
4. Click Attach. The selected document is added to your email as an attachment.
Filing emails using Lite Outlook Integration
You can file one or more emails that are in your Outlook folders to Sage CRM. When you file a single email,
Sage CRM tries to match the email address on the Outlook email with an email address in Sage CRM.
When you file several emails at once, Sage CRM looks for a match with the first email address in the batch
of emails. If no match is found for the first email address, you must manually match the email batch to a
record in Sage CRM. When you're filing batches of emails, ensure all emails have the same email address.
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In Sage CRM you can open the Communications tab on a Company or Person record and then drag and
drop an email from Outlook directly onto the Document Drop icon. This method stores the entire email as an
attachment to the Communication record. Alternatively, complete the following steps:
1. To file an email that's in an Outlook folder, select the email you want to file and click File email on
the Sage CRM ribbon.
2. To file a new email that you're sending from Outlook, click Home | New | New Email and fill in the
details of the email. Then click the Sage CRM menu and click Send and File.
3. To select the Company or Person records to file the email against, click Add in the File emails
panel and search for the required record. If you select multiple Person records, the email is filed as a
Communication record against each target specified. If you do not link the email with a Company or
Person, the Communication record becomes an orphan record in Sage CRM and is difficult to find.
When you file an email against a Company or Person record, the email inherits the territory of the
company or person (in that order), depending on your insert rights for those territories.
4. Specify filing options.
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Status The current status of the email (Canceled, Complete, Pending, or In Progress).
File By Date and Time File the email by the date and time at which it was received or by
the current date and time.
Action The action type under which to file the email. For example, Email In, Email Out, or
Meeting.
5. Click File email to file the email in Sage CRM and return to Outlook. Alternatively, click File and
View to view the Communication record in Sage CRM before you file it.
You can restrict certain types of files being uploaded into Sage CRM using Document Drop but these
restrictions do not apply to email attachments.
Adding contacts using Lite Outlook Integration
Lite Outlook Integration lets you add Outlook contacts to Sage CRM. If Exchange Integration is enabled, you
can synchronize the contacts whenever you update them in Sage CRM or Outlook. But if Exchange
Integration is not enabled, any changes that you make to these contacts in Sage CRM are not reflected in
Outlook.
1. In Outlook, click People on the bottom bar.
2. Highlight the contact that you want to add to Sage CRM and click Add Contact on the Sage CRM
ribbon. Deduplication is carried out based on the match rules set by your system administrator in
Sage CRM. For more information, see Preventing duplicate entries.
3. Review and complete the contact details in Sage CRM and click Save. The contact is added to
Sage CRM.
4. To view your contacts, open Sage CRM in a browser and click My CRM | Contacts.
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Documents
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Managing documents
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About mail merge
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Working with templates
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Attaching a document to a Sage CRM record
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Attaching an email to a Sage CRM record
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Working with shared documents
Managing documents
The Documents tab is available on a company, person, case, opportunity, solution, quote, order, and
custom record. It provides an interface to all documents and templates that are stored in the Sage CRM
library. From this tab, you can:
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Perform a mail merge using customer details from the current context and link a copy of the merged
document to a Sage CRM person record. For more information, see Performing a mail merge.
Link a copy of a document generated outside Sage CRM to a record. For more information, see
Attaching a document to a Sage CRM record.
View merged and uploaded documents. Click the View Attachment icon beside the document.
Alternatively, click the record link and click View Attachment.
Edit merged documents. This option is available in Internet Explorer when your system
administrator has enabled the CRM plugin. Click the record link and click Edit Attachment. When
you've made your changes, click Save in Sage CRM.
Note: Documents in the Documents tab on a person record are also displayed in the Documents tab
on a linked company record.
The Communications tab is available on a company, person, case, opportunity, lead, solution, quote,
order, and custom record. From this tab. you can:
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Link a copy of an email to a Sage CRM record. For more information, see Attaching an email to a
Sage CRM record.
View merged documents and attached emails. Click the View Attachment icon beside the
communication name in the Communications list.
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About mail merge
Mail merge is a server-side process. It creates a document using an HTML or Microsoft Word template
merged with Sage CRM record details.
Mail merge templates contain Sage CRM merge fields. The available fields depend on the context you're in.
For example, to include merge fields from the opportunity table in a merged document, start the merge
process in the context of an opportunity. Merge fields are placeholders for information from the Sage CRM
database that's inserted during a merge. For example, the merge field <<comp_name>> is replaced by an
actual company name when you perform a merge between the template and the database data.
Sample mail merge templates are stored on the Sage CRM server and are available to all users from the
Shared Templates list.
You can create HTML templates using the text editor. For more information, see Creating a template using
the text editor. You can also create Word templates and upload them to Sage CRM. For more information,
see Creating a Word template and Uploading a Word template or image file.
If you are an info manager, you can create and upload templates that are available to all users. If you are not
an info manager and want to share your template with other users, save it locally, email it to your system
administrator, and ask the administrator to upload it to the global Shared Templates list.
A merged document can be output in Word or PDF format. If you merge to Word, you need Word (or
another program that opens .docx files) on your client machine to view and print the document.
You can create a merged document for all contacts contained in a search list, saved search, or group and
view it on the Documents tab. For more information, see Managing documents.
Performing a mail merge
1. On the top bar, click the Search arrow and click <Entity>. The available merge fields depend on
the context you're in, so ensure you start the merge in the correct context. For example, to include
merge fields from the opportunity table, start the merge process in the context of an opportunity.
2. Enter your search criteria and click Find.
3. Select the record to use in the mail merge.
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To use a single record, click the record link and click the Documents tab. Then, click Merge
to Word or Merge to PDF.
To use all records that are returned for your search criteria, click Merge to Word or Merge
to PDF.
Your system administrator must enable Merge to Word.
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4. Click the template link. Mail merge templates are available only in the context with which they're
associated. For example, only case templates are available in the case context. If you use a
template outside its context, the merge fields won't convert successfully.
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If a mail merge template is not visible in the context of a particular entity, ensure the template is
assigned to the correct entity and is not a private template.
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You can modify an HTML template to add custom text, insert Sage CRM merge fields, and
apply custom formatting. For more information, see Creating a template using the text editor.
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If you have existing Word templates that you want to modify during the merge process, you
must convert them to HTML first and then upload them to Sage CRM.
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You can create and upload new Word templates. For more information, see Creating a Word
template. Ensure the template does not contain column, section, or line breaks.
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To preview the merged document, click Preview Merge. If you're merging multiple records,
the preview shows only the first record in the group. Disable any active pop-up blockers to view
the preview.
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5. Click Merge and Continue.
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To create a communication record with the merged document attached, select Create
Communication.
To see the merged document, click View merged document.
To change the merged document, click Edit merged document. This option is available in
Internet Explorer when your system administrator has enabled the CRM plugin. Make your
changes to the document, save and close. Then click Save.
6. Click Continue.
7. If you selected Create Communication, complete the Details panel fields and click Save. If you
created a merged document for all contacts in a search list, saved search, or group, a
communication record is created for each contact. You can view the merged document as an
attachment on the communication record.
8. To send the merged document to a customer, you must attach it to an email. For more information,
see Sending an email.
Note: If you merge more than 1500 .docx records, the merged documents are saved in .doc format.
Working with templates
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Creating a template using the text editor
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Creating a Word template
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Creating a Word label template
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Uploading a Word template or image file
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Deleting a template
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Creating a template using the text editor
Note: Sage CRM ships with shared templates including default templates for quick quotes and quick
orders. Only info managers and system administrators can change shared templates or the default quick
quote and order templates.
1. Ensure you're in the correct context for the new template so you can access the correct merge
fields. For example, open a quote record to create a template that uses quote merge fields.
a. On the top bar, click the Search arrow and click <Entity>.
b. Enter your search criteria and click Find.
c. Click the record link.
2. Click the Documents tab and click Merge to Word or Merge to PDF. Your system administrator
must enable the Merge to Word option.
3. Click Create Template.
4. Enter details in File and Description.
5. Create the main body of your template and insert Sage CRM merge fields from Insert Sage
CRM Field. For more information, see Considerations when creating the template body.
6. Click Save Template. The new template is saved in HTML format and listed in your Shared
Templates.
Considerations when creating the template body
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You can paste content from Microsoft Word or HTML source code into the text editor. By default, the
text editor may remove some content from the HTML source such as disallowed tags or styling
information that is not recognized by the text editor. Your system administrator can disable this
behavior if you are creating complex email messages.
To insert an image, ensure it has been uploaded to the server. For more information, see Uploading
a Word template or image file. Then, insert the image name in an HTML img tag in the template
body. For example, <img src="logo.jpg">.
Select Sage CRM merge fields from Insert Sage CRM Field. If you need a merge field that's not
available, ensure you started the merge in the correct context. For example, to include merge fields
from the opportunity table, start the merge process in the context of an opportunity. If you're in the
correct context and don't have the required fields, ask your system administrator to customize the
mail merge view for the main entity of the mail merge.
When creating a mail merge using opportunity merge fields, you must include TableStart and
TableEnd tags even if you don't use nested items. If you don't include these tags, the merge fails
with no errors given.
If the Insert Nested Region link is available, use it to surround merge fields in the template body or
table with the TableStart and TableEnd tags. If you don't use these tags, the actual field values
will not be inserted into the document. You must include the TableStart and TableEnd tags in
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the same template section, table row or table cell. This applies even if you're not using line items.
For example, when creating a template for quotes:
«TableStart:Quotes»
«comp_name»
«pers_firstname»
«pers_lastname»
«TableEnd:Quotes»
If the Insert Nested Region link is not available, you don't need to surround merge fields with the
TableStart and TableEnd tags.
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To display a row of quote item data, the first column in that row must include a
TableStart:QuoteItems tag, and the final column must include a TableEnd:QuoteItems tag.
Include the CID field beside each currency field to ensure the currency information is formatted
correctly. For example, «orIt_quotedprice_CID»«OrIt_quotedprice».
Format the body content Text editor buttons.
Text editor buttons
Use the Sage CRM text editor to format the body of a mail merge template or email template. The following
table explains buttons whose function might not be immediately obvious. Hover over a button to view the
button name.
Button
Function
Source
View or edit the source code of the document.
Preview
See what the final template will look like.
Link
Add a link to an email address, anchor, or web site.
Unlink
Remove a link to an email address, anchor, or web site.
Anchor
Insert a marker in your text. You can link to this marker.
Maximize
Make the text editor window the full size of your screen.
Note: You can't maximize the text editor when working on iPad.
Block Quote
Format the text as a block quote. The text is indented and italicized.
Create Div
Container
Add a div container to apply formatting to a large fragment of text. This is an
advanced feature that you should use only if you've sufficient knowledge of Web
standards.
Creating a Word template
You can create a Word template and use it to perform a mail merge.
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1. Open a new Word document.
2. Enter the content that you want to appear in the template. To ensure all text and pictures remain
formatted correctly during a mail merge, use a table to format your document.
3. To add a picture to the template, click Insert | Pictures. Browse to the relevant file and click Insert.
4. To insert a merge field to the template:
a. Click Insert | Quick Parts | Field.
b. Select MergeField from Field names.
c. Enter the Sage CRM merge field name in Field name. To ensure the template works
properly, a merge field must correspond to the exact field name in Sage CRM. This is not
the name that's listed in the Insert Sage CRM Field drop down on the mail merge screens.
You must get the exact field name from your system administrator. Enter merge fields from
one entity only. For example, when creating a template to use with case records, you can
enter case, person, company, address and user merge fields but not quote merge fields.
d. Click OK.
e. Add a paragraph break after a mail merge field.
f. Include the CID field beside each currency field to ensure the currency information is
formatted correctly. For example, «orIt_quotedprice_CID»«OrIt_quotedprice».
g. To add the current date field, include «CurrentDate».
5. Ensure TableStart and TableEnd tags are used correctly.
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Use TableStart and TableEnd tags for nested items in quote or order templates. To include a
table with nested (child) item merge fields, insert start and end tags for the main table and the
child table. For example, quotes and quote Items. You must also include a TableStart and
TableEnd tag in the same template section, table row or table cell. For example, if you want to
display a row of order item data, the first column in that row must include a
TableStart:OrderItems tag, and the final column must include a TableEnd:OrderItems tag.
When creating a template using opportunity merge fields you must include TableStart and
TableEnd tags even if you don't use nested items. If you don't include these tags, a merge
using the template fails with no errors given.
6. Ensure the template does not contain column, section, or line breaks.
7. Click File | Save As and save the template as .docx, .docm (if it contains a macro), .htm, or .html.
You can upload the template and use it to perform a mail merge. For more information, see
Uploading a Word template or image file. To share the template with other users, email it to your
system administrator and ask the administrator to upload it to the global Shared Templates list.
Creating a Word label template
To create a Word label template, you must insert Sage CRM merge fields and wrap the template in
TableStart:Labels and TableEnd:Labels tags. The template must contain at least two label placeholders and
the second placeholder must contain a Next field.
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1. Create a blank Word document and insert a one row table with enough columns for your labels. Size
the cells and align the margins to your label.
2. Click Insert | Quick Parts | Field.
3. In the first column:
a. Select MergeField from Field names and enter TableStart:Labels in Field name.
b. Select MergeField from Field names and enter the name of the Sage CRM merge field in
Field name.
4. In each subsequent cell:
a. Select Next from Field names. To display this field, select Show field codes instead of
their values in Word Advanced Options. Alternatively, press ALT+F9.
b. Copy the Sage CRM merge fields from the first column.
c. Select MergeField from Field names and enter TableEnd:Labels in Field name.
5. Click File | Save As and save the template as .docx. You can upload the template and use it in a
mail merge. For more information, see Uploading a Word template or image file. To share the
template with other users, email it to your system administrator and ask the administrator to upload it
to the global Shared Templates list.
6. To preview the merge document, open a customer record and click Documents | Merge to Word
or Merge to PDF, and click the template link. Your system administrator must enable Merge to
Word.
Uploading a Word template or image file
You can upload a local Word document template and use it to perform a mail merge. You can upload an
image file and use it in a mail merge template. For more information, see Creating a template using the text
editor.
1. Ensure you are in the correct context. When you upload a template, you must associate it with the
entity for which you've entered merge fields.
a. On the top bar, click the Search arrow and click <Entity>.
b. Click Find.
2. Click Merge to PDF.
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3. To upload a template or image through Windows Explorer, click Add Local Template / Image,
navigate to the file and click Open.
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In Internet Explorer, click Add Local Template / Image and then click Browse. Navigate
to the file and click Open.
When using Safari or Internet Explorer, you can add a single file. In other browsers, you can
add multiple files at once.
4. To upload a template or image using drag and drop, drag single or multiple files from the current
location to the Drop files here area.
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In Internet Explorer, drag files to the Document Drop icon. Download the CRM plugin if
you're prompted to do so. For more information, see Downloading the CRM Plugin.
In Safari, drag files to the Add File button.
The file is listed in File(s). A green check mark indicates that it was uploaded successfully. A red
cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system
file size, type, and number of files settings. These settings are defined by your system administrator.
5. Enter details for the template or image. For more information, see Template and Image Details.
6. Click Save.
Template and Image Details
The table below describes the fields that you must complete when you upload a Word template or image to
use with mail merge or emails.
Field
Description
Type
The type of document.
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Use Email Inline Image for an image.
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Use Quote for a quote template.
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Use Order for an order template.
Category
The area of business relevant to the document.
Owner
The owner or author of the document. This must be a Sage CRM user.
Team
Users belonging to this team can access the document.
None: The document is available to all users.
Status
The current status of the document.
Language
The language in which the document is written.
Active
Yes: The template is currently used.
No: The template is not currently used.
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Field
Description
Entity
The context in which the document is available. For example, if set to Opportunity,
the document is available when a user belonging to the team specified in Team
performs a mail merge in the context of an opportunity.
None: The document is unavailable.
Description
A short description of the document. Complete this field to help users select the most
relevant document, template, or image.
Deleting a template
Note: Only a system administrator can delete a shared template.
1. On the top bar, click the Search arrow and click <Entity>.
2. Click Find.
3. Click Merge to PDF.
4. Click the template link.
5. Click Delete and OK.
Attaching a document to a Sage CRM record
You can attach a document created in another application to a Sage CRM record and make it available for
other users to view.
Note: The system administrator can restrict the type of files you can upload. For example, prohibiting
EXE or BAT files.
1. Open the relevant record.
a. On the top bar, click the Search arrow and click <Entity>.
b. Enter your search criteria and click Find.
c. Click the record.
2. Click the Documents tab.
3. To upload a document through Windows Explorer, click Add File, navigate to the file and click
Open.
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In Internet Explorer, click Add File and then click Browse.
When using Safari or Internet Explorer, you can add a single file. In other browsers, you can
add multiple files at once.
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4. To upload a document using drag and drop, drag single or multiple files from the current location to
the Drop files here area.
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In Internet Explorer, drag files to the Document Drop icon. Download the CRM plugin if
you're prompted to do so. For more information, see Downloading the CRM Plugin.
In Safari, drag files to the Add File button.
The file is listed in File(s). A green check mark indicates that it was uploaded successfully. A red
cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system
file size, type, and number of files settings. These settings are defined by your system administrator.
5. Enter the Document Details and click Save.
6. Click Save.
7. To view the document, click the record on the Documents tab and click View Attachment. For
more information, see Managing documents.
Document Details
The table below describes the fields that you must complete when you attach a document to a Sage CRM
record.
Field
Description
Type
The type of document.
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Use Email Inline Image for an image.
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Use Quote for a quote template.
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Use Order for an order template.
Category
The area of business relevant to the document.
Status
The current status of the document.
Owner
The owner or author of the document. This must be a Sage CRM user.
Team
Users belonging to this team can access the document.
None: The document is available to all users.
Description
A short description of the document. Complete this field to help users select the most
relevant document, template, or image.
Action
The type of communication record that's created.
Territory
Users belonging to this territory can access the document.
Default: The document is available to all users in the default territory of the current
user. For more information, see Territory management.
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Field
Description
Create
Communication
and save merged
document
A communication record is created and the document is attached to it.
Create
Communication
(IE only)
A communication record is created and the document is linked to it.
Downloading the CRM Plugin
The CRM Plugin gives you access to the Document Drop icon, and the Edit Attachment button on the
Document Details panel and during a mail merge. When you first encounter a feature that requires the
plugin, you're prompted to download the plugin. Follow the onscreen instructions. You only need to do this
once. If you receive an upgrade or change machines, you're prompted to download the plugin again.
These features are available only when working with Sage CRM in Internet Explorer. Your system
administrator configures access to the plugin.
Attaching an email to a Sage CRM record
1. Open the relevant record.
a. On the top bar, click the Search arrow and click <Entity>.
b. Enter your search criteria and click Find.
c. Click the record.
2. Click the Communications tab.
3. There are several ways to add an email:
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Drag an email from the current location to the Document Drop icon. This option is available
in Internet Explorer when your system administrator has enabled the CRM plugin. For more
information, see Downloading the CRM Plugin.
If Classic Outlook Integration is configured, select the email in Outlook and click File Email.
For more information, see Filing emails using Classic Outlook Integration.
If Lite Outlook Integration is configured, select the email in Outlook and click File Email. For
more information, see Filing emails using Lite Outlook Integration.
If Email Management is configured, inbound emails are automatically filed against the
matching person or company record. For more information, see Filing inbound and
outbound emails.
4. A new communication record is created when you add the email. Complete the Task fields and click
Save.
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5. Click Save. The new communication is displayed in the Communications list.
6. To view the email, click the View Attachment icon and click Open.
Working with shared documents
The Shared Documents tab stores corporate documents. You must have access rights to view a shared
document.
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Adding shared documents
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Viewing and editing shared documents
Adding shared documents
Note: Only info managers with Document Library Rights can add shared documents.
1. Click My CRM | Shared Documents.
2. To upload a document through Windows Explorer, click Add File, navigate to the file and click
Open.
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In Internet Explorer, click Add File and then click Browse.
When using Safari or Internet Explorer, you can add a single file. In other browsers, you can
add multiple files at once.
3. To upload a document using drag and drop, drag single or multiple files from the current location to
the Drop files here area.
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In Internet Explorer, drag files to the Document Drop icon. Download the CRM plugin if
you're prompted to do so. For more information, see Downloading the CRM Plugin.
In Safari, drag files to the Add File button.
The file is listed in File(s). A green check mark indicates that it was uploaded successfully. A red
cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system
file size, type, and number of files settings. These settings are defined by your system administrator.
4. Enter details for the shared document. For more information, see Document Details.
5. Click Save. Uploaded documents are listed in the Shared Documents tab for all users whose
primary or display team is the team associated with the document.
Viewing and editing shared documents
Note: Only system administrators and info managers can edit shared documents.
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1. Click My CRM | Shared Documents.
2. Enter search criteria in the filter box to find the document you want to edit.
3. Click the document link.
4. Click View Attachment to download the attached document.
5. Open the document, make your changes, and save the document locally to your computer. Note the
document file name.
6. In Sage CRM click Delete and Confirm Delete to delete the existing document.
7. Click Add File to upload the updated document.
8. Click Save.
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Sales
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Leads
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Opportunities
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Sales forecasting
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Leads
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What is a lead?
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Creating a new lead
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Matching a lead to an existing company
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Qualifying a lead
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Converting a lead to an opportunity
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Manually progressing leads
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Viewing the leads pipeline
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Viewing leads assigned to you
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Creating a lead from My CRM
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Deleting a lead
What is a lead?
A lead represents unqualified information that you have received from, for example, your corporate Web
site, trade shows, and purchased mailing lists.
A lead exists outside of the context of a person or company. This is to prevent the system from becoming
overloaded with thousands of unclean, unqualified companies and people.
Company and Person records are created only once the lead has been fully qualified and is ready to be
converted to an opportunity. If the company and person already exist in your system, you can match them to
the lead details.
To import leads (for example, from purchased lists of data), you must have System Administrator rights to
carry out a data upload. Please ask your system administrator for more information.
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Creating a new lead
1. Click New | New Lead. The Lead Duplicate find screen is displayed. \
2. Enter the first few letters of the lead company name, and the lead person name.
3. Click Enter Lead Details. Sage CRM searches for possible duplicate lead records. For more
information on deduplication, see Preventing duplicate entries.
4. If a potential duplicate lead record is found, a warning is displayed.
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To create the lead record regardless of the warning, click Ignore Warning and Enter
Lead.
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To return to the Lead Duplicate find screen to change the new lead details, click Back to
Lead Entry.
5. If no duplicate lead record is found, the New Lead page is displayed.
6. Complete the lead fields and click Save. For more information, see Lead fields.
7. When a lead is created, you can:
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Add notes to leads from the Notes tab.
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Add and view communications linked to the lead from the Communications tab.
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Track changes made to the Lead record from the Tracking tab.
Lead fields
This table explains the standard fields on the New Lead page.
Field
Description
Description
Short description.
Source
How the lead was initiated. For example, Phone Enquiry, Conference.
Opened
Date the lead was opened.
Main Product
Interest
Select from a list of main product lines.
Details
Detailed description of the requirements.
Campaign/Wave
Activity
Campaign Wave Activity the lead is linked to. Select from a list of existing Wave
Activities.
Decision
Timeframe
Timeframe within which a decision will be made.
Opt out of Emarketing
Communications
This flag is automatically set if the email address associated with the lead has opted
out of all E-marketing communications received via Sage CRM's integrated Emarketing (Swiftpage). You can manually select or clear the option. However, this
has no impact on E-marketing emails sent from Swiftpage (these always retain the
opt-out flag set from the E-marketing email).
Assigned To
User responsible for the lead.
Team
Team the lead is assigned to. For example, telesales.
Stage
Stage of the lead. For example, New Lead, Qualified, No Interest.
Status
Status of the lead. For example, In Progress, Opportunity, Closed.
Priority
Priority of the lead. For example, Normal, High, Low.
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Field
Description
Company Name
Name of the company.
Web Site
The company URL.
Industry
Industry segment the lead belongs to. For example, Telecommunications, Finance.
Annual Revenues
Approximate revenue of the company.
No. Of Employees
Approximate number of employees.
Last name
Lead contact surname.
First name
Lead contact first name.
Salutation
Lead contact salutation. For example, Mr, Mrs, Dr.
Title
Lead contact title. For example, Purchasing Manager.
Email
Lead contact email address.
Phone Country
Code
Phone country code of person.
Phone Area Code
Phone area code of person.
Phone Number
Phone number of person.
Fax Country Code
Fax country code of person.
Fax Area Code
Fax area code of person.
Fax Number
Fax number of person.
Address 1
First line of address.
Address 2
Second line of address.
Address 3
Third line of address.
Address 4
Fourth line of address.
City
Address city.
Zip Code
Address zip or postal code.
State
Address state or county.
Country
Address country.
The table below shows the Lead Status icons.
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Status Icon
Description
In Progress
Opportunity
Closed
Matching a lead to an existing company
Once you create a lead, a Possible Company Match message is displayed if the company details you
entered seem to already exist in Sage CRM.
If your lead has a company match, you can link the raw lead details to the Company record. This provides
you with a valuable source of information on the company you're dealing with, which may assist in the lead
qualification process.
1. Click Add Or Find This Company.
2. Click the company match. The Company Summary page is displayed in a new browser window.
3. If you think you're dealing with this company, click Select Company.
You can match people too. Just click Add Or Find This Person.
If the company exists but not the person, you can add a new person now or when are ready to convert the
lead to an opportunity. Remember that the unqualified lead data is separate from your core "clean" data. If
the person does not yet exist in your People records and the lead turns into a dead end, you have added a
low value contact into your core company database.
If there is a company and person match, priority is given to the company. This means, when you match a
lead with a company, the person drop-down is automatically limited to existing people in that company.
If the lead turns into a potential sale (Opportunity), you must incorporate the Lead Company and Person into
the main Company and People records. For more information, see Converting a lead to an opportunity.
Qualifying a lead
You've received enough information to fully qualify a lead.
If a Lead Workflow is enabled, a number of actions are available on the Lead Summary page. The Lead
workflow can be set up and customized to suit your lead qualification process.
To qualify a lead using the standard Lead workflow:
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1. Click Rate Lead.
2. Complete the required fields and add additional information in the tracking note.
3. Click Save. Your changes are recorded in the lead Tracking tab.
The Duration column on the Lead Tracking tab tracks how long the lead has spent at each stage of the
qualification process. The duration takes into account the business calendar defined by the system
administrator.
Converting a lead to an opportunity
Once a lead has been qualified and identified as a genuine sales opportunity, you can convert the lead to an
opportunity.
Before converting, the lead first needs to be matched to an existing company and person. This ensures that
when the opportunity is created, it is assigned to a true company and person (rather than existing as a
disassociated entity, as a lead normally does).
You can match the lead to existing Person and Company records. If the data is not yet in the system, add a
new company and person, or just add a new person if the company already exists, but the person is new.
1. Find and open the lead you want to convert to an opportunity.
2. On the Lead Summary page, click Convert To Opportunity.
If you have not yet matched the lead to a company or person, a warning dialog box is displayed.
3. Click Add Or Find This Company on the Lead Summary page to match the lead to a company.
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The system automatically searches for an existing company in the database that matches
the company name on the lead.
If the system finds a name that begins with the company name you have already entered, it
first gives you the option of selecting the existing company.
If you already matched the company at an earlier stage, and just need to match up the
person, you can skip the next steps and click Add Or Find This Person.
If no matching company is found, or if you choose to ignore suggested matches, the New
Company page is displayed in a new browser window. This page takes over details, such as
Company Name and Person Name, already entered against the lead so that you do not
have to retype them. Complete any further known details on the New Company page.
4. Click Save.
5. Click Select Company. The lead is matched to the new company and person that you have added
to the system.
6. Click Convert To Opportunity. For more information on the Opportunity fields, see Creating a
new opportunity.
7. Complete any further known details on the Record New Opportunity page.
8. Click Save. The Opportunity Summary page is displayed.
A converted opportunity has the following features:
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A View Lead button on the Summary page. This allows you to switch between the details of the
opportunity and the lead. You can view communications associated with the lead, but you can no
longer add communications to the lead once conversion has taken place.
An Opportunity Tracking tab. This shows a record of the conversion from Lead to Opportunity.
Communications which were created in the context of the lead are displayed in the
Communications tab of the Opportunity.
Manually progressing leads
The lead workflow functionality automates the progression of leads to follow predefined business
processes. If your system administrator turns the lead workflow off, the workflow actions on the lead
summary screen are replaced with a Progress button. This button allows you to manually change details of
the lead on the Progress Lead screen. Your changes are recorded on the Tracking tab.
Viewing the leads pipeline
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To view a graphical representation of In Progress leads assigned to you, click the My CRM | Leads
tab.
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The pipeline shows the number of leads at each stage.
Lead statistics are displayed beside the pipeline. For more information, see Lead statistics
panel.
Leads are summarized in a list below the pipeline.
To filter your leads by stage, click a pipeline segment. Alternatively, select a stage from Stage and
click Filter.
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To toggle back to the full list of leads, click the highlighted segment on the pipeline.
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To view more details about a particular lead, click the lead link in the lead summary list.
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To hide the pipeline, click <My Profile> | Preferences and set Show Leads Pipeline to No.
Lead statistics panel
The information in the Statistics panel is summarized in the table below.
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Field
Description
Average Time
Open (days)
The average lifetime of each lead.
If the lead has been converted, this is the length of time between the lead being
opened and its corresponding opportunity being created.
If the lead hasn't been converted, this is the length of time between the current date
(according to the user’s timezone) and the date the lead was opened.
If no filter is applied to the funnel (i.e. no section is exploded), the figure displayed is
the total of all lifetimes of all leads in every stage (excluding unassigned and deleted
leads), divided by the total number of leads (excluding unassigned and deleted
leads).
If a filter is applied to the funnel (i.e. a section is exploded), the figure displayed is
the total of all lifetimes of all leads in the stage divided by the total number of leads in
the stage.
The result is rounded to the nearest integer.
Opened Today
The total number of leads that were opened between 00:00 on the current day (in
the user’s timezone converted into the server’s timezone) and the current time.
Opened This
Week
The total number of leads that were opened between 00:00 (in the user’s timezone
converted into the server’s timezone) on the first day of the week (according to the
user’s My Week Starts On preference) and the current time.
Opened This
Month
The total number of leads that were opened between 00:00 (in the user’s timezone
converted into the server’s timezone) on the first day of the month and the current
time.
Viewing leads assigned to you
Click My CRM | Leads.
The list of leads currently assigned to you is displayed. You can use the filter box to filter the results.
Creating a lead from My CRM
As well as using the New button to create a new lead, you can also create new leads from the Leads tab.
1. Click the Leads tab and click New Lead. The new lead is assigned to you by default, but you can
assign it to another user.
2. Fill in the lead details and click Save.
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Deleting a lead
You can delete leads from Sage CRM if your security profile allows it. Contact your system administrator if
you want to delete leads but the option is not available to you.
1. Find and open the lead you want to delete.
2. On the Lead Summary page, click Edit.
3. Click Delete, then Confirm Delete. The record is deleted from the system.
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Opportunities
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What's an opportunity?
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Creating a new opportunity
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Adding products to an opportunity
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Progressing an opportunity
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Generating a quick quote or order
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Sending a quick quote or order
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Generating a quote
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Turning a quote into an order
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Generating an order
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Closing a sale
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Losing a deal
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Manually progressing opportunities
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Viewing the opportunities pipeline
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Running an opportunity report
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Viewing current opportunities
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Creating an opportunity from other contexts
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Deleting an opportunity
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Creating quotes and orders outside the opportunity context
What's an opportunity?
In Sage CRM, an opportunity means a sales opportunity. It can be created directly by a sales representative
or from the conversion of a marketing lead into an opportunity.
Below is an example opportunity workflow.
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Steps
Creating a new
opportunity
Scenario
You're in the office and the phone rings.
The representative of Design Right Inc.
tells you that he saw your product at a
trade show, and asks you to send him a
brochure on it.
Opportunity Stage
Lead
You get the details, send out the
information and make a note to follow-up
next week.
Adding information
to an existing
opportunity
The following week, during the follow-up
call, you establish exactly which products
the prospect is interested in and qualify
the decision making time frame.
Qualify
Sending a Quotation
Based on the information gained in the
follow-up call, you send out a quotation
and schedule a meeting to discuss the
final details in three days time.
Quoted
Converting
Quote to Order
You successfully finalize the details in the
meeting and receive a purchase order
from the customer the next day.
Negotiating
Sold
Closing the sale
After passing the details to your order
fulfillment team the sale is closed and you
have a new customer on board.
Closed
Quick Sale Workflow
The Quick Sale Workflow is a predefined workflow designed for products that don’t require a complex sales
cycle and can be sold in a few steps. If your system administrator has enabled this workflow, you can create
a Quick Sale on the Opportunity page and progress it using the predefined Sold, On Hold, Canceled, and
Lost action buttons.
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Creating a new opportunity
Your system administrator can set up workflows to help you create new opportunities. There are two
predefined opportunity workflows. The Quick Sale Workflow has fewer stages than the standard
Opportunity Workflow and is designed for organizations with fewer sales people, who need less steps to
complete a sale.
1. Find the prospect. If they are new to your database, you first need to create a new company.
2. Click a company name, and click the Opportunities tab.
3. Click New Opportunity.
4. Depending on how your system administrator has configured workflow, there are several ways to
create a new opportunity.
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To use the standard opportunity workflow, click New Opportunity.
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To use a shortened opportunity workflow, click New Quick Sale.
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To create a new opportunity based on an opportunity that you've already won, click Crosssell Opportunity. The Cross-sell workflow rule is available at the negotiating and sold
stages on predefined opportunity workflows.
5. Complete the opportunity fields. For more information, see Opportunity fields.
6. Click Save.The Opportunity Summary page is displayed.
At this stage, you can click New | Task to schedule a follow-up call. The task is automatically linked to the
opportunity in the About field.
Opportunity fields
Field
Description
Company
Company that the sales opportunity is with.
Person
Main contact person in the company for the sales opportunity.
Description
Short description of the opportunity.
Source
Source of the opportunity. For example, Trade Show, Customer Referral, Web.
Type
Type of opportunity or general area of product interest. For example, Services,
License, Consulting, Mix.
Customer Ref
Customer reference code. For example, it could be a combination of a marketing
campaign code and customer identifier.
Details
Detailed description of the sales opportunity.
Opened
Date the opportunity was received. Defaults to today's date.
Closed
Actual date the opportunity was closed.
Territory
Security territory. For more information, see Territory management.
Competitors
Other people or companies bidding on the opportunity.
Winner
The person or company who won the sale.
Reason For Loss
Notes added by sales reps that provide insight into why a deal was lost. You can
use this information to improve the sales process and win more deals in the future.
Cross-sell
Opportunity
This checkbox is selected automatically to indicate that this is a cross-sell
opportunity.
Original
Opportunity
This SSA field is prepopulated with the name of the original opportunity when you
create a cross-sell opportunity.
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Field
Description
Wave Activity
The Campaign Wave Activity source of the opportunity (only available where
Campaign Management is implemented).
Stage
Stage the opportunity is at. For example, Lead, Quoted, Negotiating.
Status
Status the opportunity is at. For example, In Progress, Won, Lost.
Certainty%
A percentage certainty that this deal will close at some point in the future.
Forecast
The figure the Sales User expects to get, if the deal closes.
Priority
Priority. For example, Normal, Low, High.
Assigned To
Person responsible for the sale.
Team
Team responsible for the sale.
Close By
Forecast close date.
Opportunity
Currency
Read-only field, which comes from the Quote or Order. Please refer to the
explanation of the Currency field on the Quotes tab for more information.
Total Quote Value
Read-only field. Gross Amount from the quotes associated with this opportunity
where the Include In Quotes Total checkbox is selected.
This value is not used for forecasting purposes.
If the quote is set to a status of Inactive, the Gross Amount from the quote is
deducted from the Total Quote Value.
When a quote is converted to an order, the Gross Amount of the quote is deducted
from the Total Quote Value. If only one quote has the Include In Quotes Total check
box selected, this value is set to zero when the quote is converted.
Total Order Value
Read-only field. Gross Amount from the orders associated with this opportunity
where the Include In Quotes Total checkbox was selected on the quote.
This value is populated when a quote is converted to an order. It is not used for
forecasting purposes.
If the order is set to a Status of Inactive, the Gross Amount from the order is
deducted from the Total Order Value on the opportunity.
This table shows the Opportunity Status icons.
Status Icon
Description
In Progress
Won
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Status Icon
Description
Lost
Closed
Adding products to an opportunity
1. Within the context of an opportunity, click the Quotes tab.
2. Click New.
3. Complete the fields on the New Quote page and click Save.
For more information, see New Quotes page fields.
4. Click Next, and then click New line item.
5. Complete the fields on the New Line Item panel.
For more information, see New line items panel fields.
6. Click Save & New to add the next line item, or Save to add the line item and quit the New Line Item
panel.
You can add a discount on a quote or order, which has no line items. You can do this to raise a credit note, or
to give a special customer discount. For example, to give a customer $10 off every order, you can add $10
as a discount before the customer has decided on the products.
When editing a line item, you cannot change the product or product family.
When you've finished adding line items, you can do the following.
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To update the Quote Summary panel and the Line Items discount area, click Change Summary.
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To add more line items to the quote, click New Line Item.
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To add a free text line item, click New Free Text Item. For example, you can add a line for a product
which isn't displayed in your standard price list. You can also add a description, quantity, and price
for the line item. These line items are included on the printed quote.
To add a free text comment, click New Comment Line Item. For example, extra information about
another line item in your quote. You can add a line number and a description. For example, if you
add a Line Number 2, the comment is positioned as the second line item. If you've already selected
other line items, their line item numbers are moved accordingly. Comment line items are included on
the printed quote.
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To create a new quote based on the existing quote information, click Clone.
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To change the quote into an order, click Convert.
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To mail merge the quote with a quote template document, click Merge to Word or Merge to PDF.
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If your system administrator has disabled the Merge to Word option, Merge to Word isn't displayed.
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To add the quote to an existing group of quotes, click Add to group. For example, you could create
a group as part of a mailing action. For more information, see Groups.
New Quotes page fields
Field
Description
Currency
Currency of the quote. Your default currency is displayed. It can be changed there
are no line items. The currency set here is displayed on the Opportunity
Summary page.
You can create multiple quotes with no line items, and set a different currency each
time you create a quote. However, as you set the currency for the new quote, the
currency on all the other empty quotes are changed to the same currency.
Pricing List
Select the pricing list for the quote. This is a mandatory field, and the Default Pricing
List is set by default.
Status
A quote can have a status of Active, Inactive, or Converted. You can select from
Active or Inactive. The status of Converted is automatically set once the quote is
converted into an order.
Setting the status to Inactive deducts the gross amount of the quote from the Total
Quote Value on the opportunity (if the Include In Quotes Total check box was
selected).
Include In Quotes
Total
Toggle the inclusion of the quote in the Total Quote Value field on the opportunity.
You can include one or more quotes in the Total Quote Value on the opportunity.
The Total Quote Value is not used for forecasting purposes.
Reference
Generated automatically when the quote is saved. The format of the reference is
set by the system administrator.
Opened
Read-only field set by the system when the quote is created.
Expiration Date
Defaults to seven days from the date the quote is created. You can manually
change this date. The system administrator can change the default length of
validity.
Description
Short description of the quote.
Discount Type
Percentage or Amount.
Discount
Percentage
Percentage discount on the whole quote. Discounts are rounded to the system
setting for decimal places. If the Discount Type is set to Amount, this field is readonly and is calculated according to the amount entered in the Discount Amount
field.
Discount Amount
Money amount discount on the whole quote. Can be typed in to two decimal places.
If the Discount Type has been set to Percentage, then this field is read-only and is
calculated according to the percentage entered in the Discount Percentage field.
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New line items panel fields
Field
Description
Product Family
Group that the product belongs to. For example, a company selling office products
may have the product families: Office Furniture, Computers Peripherals,
Stationary, and Filing.
The Product Family selected narrows down the products list in the Product field.
Product Families are set up by the system administrator.
Product
Select from a list of products set up by your system administrator.
UOM
Unit of Measure available for the selected product. For example, a company selling
office products may sell pens as singles and in packs of 24 or 36. The system
administrator can set up a UOM family for "Pen Packs", and then UOMs as Single,
24-pack, and 36-pack.
If the system administrator has not enabled Units of Measure, then this field is not
displayed.
Quantity
Quantity of the product. If UOMs are being used, then this is the quantity of the
UOM.
List Price
Standard price of the product. If UOMs are being used, then this is the standard
price the UOM.
This is a read-only field.
Quoted Price
Defaults to the List Price for a quantity of one—of a product or of a UOM. This field
can be edited to discount line items.
Line Item
Discount
Read-only field. Calculated by subtracting the Quoted Price from the List Price, and
multiplying by the Quantity.
Progressing an opportunity
If your system has an opportunity workflow enabled, a number of action buttons appear on the right-hand
side the Opportunity Summary page. The workflow actions available to you depend on how the opportunity
workflow has been set up and customized to suit your sales process.
You can record the qualification information received from your prospect against the opportunity by using a
sample opportunity workflow available in Sage CRM.
Note: The predefined Quick Sale Workflow doesn't include a qualification step because it represents a
shorter sales process and has fewer workflow options. For more information, see Quick Sale Workflow.
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1. Click Qualify.
2. When the Progress Opportunity page is displayed, complete the required fields and add
additional information in Tracking Note.
3. Click Save. The Opportunity Summary page is displayed. You can view all changes made to the
Opportunity on the Progress Opportunity page can from the Opportunity Tracking tab. The
Duration column on the Opportunity Tracking tab shows how long the opportunity has spent at each
stage of the qualification process. The Duration takes into account the business calendar defined by
the system administrator.
Generating a quick quote or order
You can quickly generate a quote or order using a default template merged with existing record details, and
then print it or email it to a contact directly from Sage CRM. You can ask your system administrator to
change the default template if it doesn't suit your needs. You can also generate a quote or order using a
choice of templates rather than the default quick template; the steps are described in Generating a quote
and Generating an order.
1. Click New | New Quote or New | New Order.
2. Alternatively, find and open the opportunity record or the company record for which you want to
create a quick quote or order. If workflow is enabled, you might have to progress the opportunity
before you can create, print, or send a new quote or order based on the record.
3. Complete the fields on the New Quote screen (see New Quotes page fields for details) or the New
Order screen (see Turning a quote into an order for details). You can link the quote or order to a
company or person using the advanced search buttons.
4. Click Next.
5. To preview the quote or order in a new window, click Print Quote or Print Order. Use the PDF
buttons to print or save the quote or order.
6. To save the quote or order without printing or emailing it, click Continue.
Sending a quick quote or order
When you've generated a quick quote or order, you can send it as an email attachment to a contact directly
from Sage CRM.
1. Click Send Quote or Send Order.
2. Complete the email address and subject fields.
3. To create a completed communication record with a link to the new quote or order, complete the
Communications Options fields, making sure you specify a team and a follow up action. A
communication record is associated with each person in the specified team.
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4. To add information about the emailed quote or order to an existing marketing campaign, select the
relevant campaign activity from Wave Activity.
5. Click Send Quote or Send Order.
Generating a quote
You can generate a quote using a quote template and a quote record.
1. Open the quote record.
2. Follow the instructions in Performing a mail merge.
3. Progress the opportunity to the next stage in the sales cycle. For example, click Proposal
Submitted on the Opportunity Summary page. The sample workflow may vary slightly from your
customized workflow.
4. Complete the required information and add a tracking note. All changes are reflected on the
Opportunity Tracking tab.
Turning a quote into an order
1. Open the quote from the Quotes tab within the opportunity.
2. Click Convert. The tab displayed switches automatically from the Quotes tab to the Orders tab and
the Convert Order page is displayed. Convert is available even if the expiration date on a quote has
passed. However, you receive a warning message if you try to convert an expired quote.
3. Add the information in the Convert Order page. For more information about available fields, see
Convert Order page fields.
4. Click Save. When you save the order, a link to the related quote can be accessed from the
Associated Quote column in the Orders tab. A link to the related order can be accessed from the
Associated Order column of the Quotes tab. Once the order is saved, you can:
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Change Summary. Gives you access to the Order Summary panel and to the Line Items
discount area.
New Line Item. Allows you to add a new line item to the order.
New Free Text Item. You can add a free text line item, for example, for a product which is
not displayed in your standard price list. You can add a Description, Quantity, and Price for
the line item. These line items will be included on the printed order.
New Comment Line Item. You can add a free text comment, for example, to add extra
information about another line item in your quote. You can add a Line Number and a
Description. For example, if you add the Line Number 2, then the comment will be
positioned as the second line item. If you have already selected other line items, their line
item numbers will be re-sequenced. Comment line items will be included on the printed
order.
Clone.Creates a new order based on the existing order information.
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Merge to Word or Merge to PDF. Mail merges the order with an order template
document. If your system administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
Add This Record To A Group. Adds the order to an existing group of orders to use, for
example, as part of a mailing action. For more information, see Groups.
Convert Order page fields
Field
Description
Currency
Currency of the order. This value is carried over from the Currency field on the
quote. If there are no line items associated with the order, this field can be edited.
Pricing List
Pricing List of the orders. Read-only. This value is carried over from the Pricing
List field on the quote.
Reference
Generated automatically when the order is saved. The format of the Reference is
determined by system administrator.
Opened
Date and time the quote was converted to an order.
Delivery Date
Defaults to a set number of days from the date the order is created. The default is
defined by your system administrator. You can manually change this date.
Status
Set to Archive, Inactive, or Completed. Defaults to Active.
Setting the status to Inactive deducts the Gross Amount of the order from the
Total Order Value on the opportunity (if the Include In Quotes Total check box
was selected in the original quote).
Description
Short description of the order.
PO Reference
Purchase order or order reference number from the customer.
Contact
Contact person for the order.
Billing Address
Populated by the first "Billing" type address of the company. If there is no billing
address, it defaults to the main address for the company. The address type is set
via the Type check box field when a new address is created.
The address can be changed by selecting an alternative address already
associated with the company. A list of existing addresses associated with this
company can be selected from the drop-down field below the Billing Address
field. Alternatively you can type over the existing address information.
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Field
Description
Shipping Address
Populated by the first "Shipping" type address of the company. If there is no
shipping address, it defaults to the main address for the company. The address
type is set via the Type check box field when a new address is created.
The address can be changed by selecting an alternative address from the dropdown field below the Shipping Address field. Alternatively you can type over the
existing address information.
Shipping Method
Select from a drop-down list. For example, Courier, Mail.
Discount Type
Select from Percentage or Amount.
Discount Percentage
Percentage discount on the whole order.
Discount Amount
Money amount discount on the whole quote.
Generating an order
You can create an order confirmation to send to the customer and your order fulfillment team.
1. Open the order record.
2. Follow the instructions in Performing a mail merge.
Closing a sale
1. Within the context of the opportunity, click Sold. The Progress Opportunity page is displayed.
2. Complete the Status details and add a tracking note.
3. Click Save. The opportunity is set to a stage of Sale Agreed and a status of Won.
4. Depending on how your workflow is configured, you might want to create a cross-sell opportunity
from this won opportunity. For example, if you win a deal to sell computers, you could create a new
opportunity to sell computer maintenance plans. For more information, see Creating a new
opportunity.
5. To close the opportunity, click Closed from the workflow actions.
Losing a deal
If the deal that you were bidding on is won by another company, you can set the status of the opportunity to
Lost.
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1. Within the context of the opportunity, click Lost. The Progress Opportunity page is displayed.
2. Complete the Status details and add a tracking note.
3. Click Save. The opportunity is set to a stage of Deal lost and a status of Lost.
4. You can enter information about competitors bidding on the deal, the actual winner of the deal, and
the reasons why the deal was lost.
The Quick Sale Workflow and the Standard Opportunity Workflow include a deal lost rule.
Manually progressing opportunities
The opportunity workflow functionality automates the progression of opportunities to follow predefined
business processes. If your system administrator turns the opportunity workflow off, the workflow actions on
the opportunity summary screen are replaced with a Progress button. This button allows you to manually
change details of the opportunity on the Progress Opportunity screen. Your changes are recorded on the
Tracking tab.
Viewing the opportunities pipeline
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To view a graphical representation of In Progress opportunities assigned to you, click the My CRM |
Opportunities tab.
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The pipeline shows the number of opportunities at each stage.
Opportunity statistics are displayed beside the pipeline. For more information, see Opportunity
statistics panel.
Opportunities are summarized in a list below the pipeline.
To filter your opportunities by stage, click a pipeline segment. Alternatively, select a stage from
Stage and click Filter.
To toggle back to the full list of opportunities, click the highlighted segment on the pipeline.
To view more details about a particular opportunity, click the opportunity link in the opportunity
summary list.
To hide the pipeline, click <My Profile> | Preferences and set Show Opportunities Pipeline to
No.
Opportunity statistics panel
The information in the Statistics panel is summarized in the table below.
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Field
Description
Number of
Opportunities
Total number of opportunities for the current stage.
Forecast
Total Forecast value of opportunities for the current stage.
Weighted
Forecast
Weighted Forecast value of opportunities for the current stage, that is, Forecast
value multiplied by the % certainty.
Average Value
Average Forecast value of opportunities for the current stage, that is Total Forecast
value divided by the number of opportunities.
Average Certainty
Total % certainty divided by the number of opportunities.
Weighted
Average
Average Value multiplied by Average Certainty.
Running an opportunity report
Opportunity Summary reports provide a quick overview of a particular sales opportunity. To generate a
summary report for an opportunity:
1. Find and open the opportunity you want to generate the report for.
2. From the Opportunity Summary page, click Summary Report.
The report is displayed in PDF format.
Viewing current opportunities
To find out which opportunities are currently assigned to you, click the My CRM | Opportunities tab.
The list of opportunities currently assigned to you is displayed. If the list is too long, use the filter box to
narrow down the results.
Creating an opportunity from other contexts
1. Click the My CRM | Opportunities tab and click New Opportunity. The new Opportunity is
assigned to you by default, but you can also assign it to another user.
2. Fill in the Opportunity details and click Save.
When you create quotes and orders outside the context of a company or opportunity, you can search for the
quote or order in the following ways:
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On the top bar, click the Search arrow and click Quote or Oder.
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On the top bar, click the Recent icon.
Deleting an opportunity
If your security profile allows you to delete opportunities, a Delete button appears on the Opportunity
summary page in edit mode. If you need to delete opportunities but can't access this button, contact your
system administrator.
1. Find and open the opportunity you want to delete. For more information, see Using Find screens.
2. From the Opportunity Summary page, click Edit.
3. Click Delete, then Confirm Delete to delete the opportunity. The opportunity record is deleted from
the system.
Creating quotes and orders outside the
opportunity context
You can create quotes and orders outside of the Opportunity context. For example, in the context of a
Company.
1. Click New | New Quote or New | New Order.
2. Add the information on the New Quote or Order page. For more information, see Adding products to
an opportunity.
3. You can link the quote or order to a company or person at this point using the advanced search
buttons.
4. Save the quote or order. A new opportunity is automatically created, and the quote or order is linked
to the new opportunity.
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Sales forecasting
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What is sales forecasting?
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Sales forecasting terminology
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Creating a forecast for yourself
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Submitting a forecast
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Viewing past submitted forecasts
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Working with your team's forecasts
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Administrator access to forecasts
What is sales forecasting?
Sales forecasting:
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Allows individual sales users to flag opportunities in their pipeline to indicate whether they should be
included in their sales forecast.
Allows individual sales users to enter forecasts using their opportunity pipeline as a default starting
point.
Allows sales managers to make their forecast based on their own personal pipeline (if they have
one), as well as on the forecasts of their team.
Sales forecasting terminology
This table explains the sales forecasting terminology:
Term
Description
Opportunity
A sales opportunity that is being worked on by a specific sales rep.
Pipeline
The list of opportunities currently assigned to a sales user (in My CRM |
Opportunities).
Opportunity
Forecast Value
Each opportunity has a forecast value given to it by the sales user. This is the
number the sales user expects to get if the deal closes.
Opportunity
Certainty
A percentage certainty that this deal will close at some point in the future.
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Term
Description
Opportunity
Target Close Date
The date that the sales user expects this deal to close. This is mandatory, and it
provides the basis for deciding which quarterly forecast an opportunity is to be
included in.
Opportunity
Forecast Scenario
Indicates which elements of a forecast this opportunity should be included in:
Exclude (leave out of the forecast), Commit (the opportunity will definitely close,
and the figure is included in Commit, Likely and Best Case), Likely (the opportunity
will probably close, and the figure is included in Likely and Best Case); Best Case
(figure is included in the Best Case scenario only).
This table explains forecast-related terminology
Term
Description
Quarter
A three month period.
Sales Forecast
A forecast for a given period of time (quarter) for a given sales user, which indicates
how much a sales user feels they will close in business. Each forecast contains
three values for each month in the quarter: Commit (worst case scenario), Likely
and Best Case.
Sales Rep
A sales user who has no-one 'reporting/rolling up' to them—they are responsible for
their own pipeline only.
Sales Manager /
Boss
A sales user who has one or more other sales users 'reporting/rolling up' to them—
they are responsible for including these sub-forecasts in their total forecast.
Rolling Up
In the case of a sales team hierarchy, users can 'roll-up/report to' other users. This
is similar to a reporting structure. For example Tim McGraw is the UK sales
manager. Peter Johnson and Mathew Ebden are both UK Sales Reps whose
forecasts should 'roll-up' to Tim McGraw. When Tim McGraw submits his forecast
to the EMEA Sales Manager, he includes any deals he may be working on himself
in the forecast. He also includes the forecasts of his team, Peter Johnson and
Mathew Ebden.
Quota
The sales target that a sales user has for a month, quarter, or year. Entered by their
manager and may be overridden (depending on system settings) by the user
themselves.
Creating a forecast for yourself
To work with forecasting, the system administrator must give you rights to access the Forecasts tab. A
quarterly forecast is based on existing opportunities whose Close By date falls into the quarter you're
preparing your forecast for.
To prepare a forecast for Q4 (October to December) this year:
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1. Click My CRM | Forecasts to display your list of existing forecasts.
2. If there is no entry in the list yet for this quarter, click New Forecast. The Forecast Entry page is
displayed, defaulting to the current quarter.
3. Set Select Required Quarter to the quarter you want to enter a forecast for. The Forecast Entry
page is refreshed to show the months in the selected quarter. Opportunities are listed under the
month in which their Close By date falls.
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The forecast scenario for every opportunity is set to Exclude by default. This means that
none of the opportunity forecast values have been included in the forecast figures yet.
The Weighted Forecast is the Forecast figure multiplied by the Certainty %.
Regardless of what currency the forecast figures were entered in, they are converted to the
forecast currency specified in the top panel. The forecast currency is specified by the system
administrator for each user. If the user sets their preferred currency to a different currency in
<My Profile> | Preferences, the forecast still uses the defined forecast currency.
However, the user can view the totals in the top Summary panel in their preferred currency
as well.
The pipeline figure in the Forecast Summary page is the total weighted forecast by month
of everything in the pipeline, regardless of the scenario.
4. Update the forecast scenarios against the opportunities that you included in the forecast. If you do
not want to include an opportunity, leave the scenario set to Exclude.
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Commit indicates this business will definitely close. The weighted forecast figure is included
in the Commit, Likely, and Best Case fields.
5. When you update the forecast scenarios, click the button against each month to display the effect
the scenario has on your forecast in the Forecast Entry panel.
6. Update the forecast scenarios against the remaining opportunities that you want to include in the
forecast.
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Likely indicates that the business will probably close. The weighted forecast figure is
included in the Likely and Best Case fields.
Best Case indicates that the business may close. The weighted forecast figure is included
in the Best Case field only.
7. If you have the appropriate rights, you can manually override the forecast figures in the Forecast
Summary panel. You can also add your monthly sales quota for comparison against the forecast
figures. Click Save to save the overrides you have made.
8. Click Continue to return to the Forecast list.
9. Click New Forecast to add a forecast for another quarter and work through the steps described
above. Otherwise, to go back and edit the forecast you have been working on, click the forecast in
the Forecast list.
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Submitting a forecast
1. Click My CRM | Forecasts and click the quarterly forecast you want to submit.
The Forecast Entry page is displayed.
2. Make any final changes you need to, and click Save And Submit. This:
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Makes your forecast available to your roll-up manager. The forecast details are not available
to your manager until after you click Save And Submit.
Adds your forecast to the Forecast History tab to give you a static snapshot in time of your
submitted forecast.
Viewing past submitted forecasts
1. Click the My CRM | Forecasts tab, and click quarterly forecast that you want to review.
The Forecast Entry page is displayed.
2. Click the Forecast History tab. A list of all submitted forecasts for the selected quarter is displayed.
There may be several if you're required to submit a forecast on a weekly basis for example.
3. Click the Forecast History you want to review. The Forecast Entry page is displayed in read-only
mode. You can click an opportunity to view the details of this opportunity as they stood at the time of
submitting the forecast. This page is opened in a new browser window, and your system
administrator can customize what and how much information is displayed for the selected
opportunity.
4. Click Continue to return to the Forecast History list.
Working with your team's forecasts
Sales Managers have exactly the same forecast tab as other users, except that they see their teams' (users
who 'roll up' to them) submitted forecasts in addition to their own forecast.
To view a team’s forecasting information:
1. Click the My CRM | Forecasts tab.
2. Click New Forecast to create a new forecast.
3. Select the Quarter and Year of the forecast, for example, this year Quarter 4. Your own forecast is
displayed within the My Pipeline panel, and your team’s forecasts are displayed in the My Direct
Reports panel.
To review the detail of an individual’s forecast and enter the manager’s assessment of the
salesperson’s Commit, Likely, and Best Case, click the user. The Forecast Detail Screen for the
selected user is displayed. Sales managers can enter their own assessment in the top Forecast
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Entry panel. When a manager clicks on a subordinate's opportunities, the summary screen for that
Opportunity is displayed.
4. Click Save to update the manager’s assessment.
5. Click Back to return to your own Forecast Detail screen. Your own assessment of the sales
person’s forecast is updated in the My Assessment panel.
6. Click the magnifying glass icons next to the months to update the overall forecast.
7. Make any final manual changes required to the forecast figures on the top panel.
8. Click Save And Submit to submit the full team’s forecast. This includes any opportunities the
manager is personally working on.
Clicking Save And Submit creates a “snapshot in time” in the Forecast History tab, in the same way as
when an individual sales user submits their own forecast.
Administrator access to forecasts
A user with full system administrator rights can access and submit a forecast for other Sales Users from My
CRM | Forecasts. To do this, the administrator should log on with their own ID and password, then change
the user name in the context area of My CRM. The administrator can then review, change, and submit that
user’s forecast as if it was their own.
If the administrator moves away from this screen and then uses, for example, the back button to return to the
screen, it will be in read-only mode.
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Marketing
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Campaign management
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MailChimp campaigns
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Groups
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Working with key attribute profiling data
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Campaign management
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What is campaign management?
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Adhering to anti-spam regulation
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Setting up a new campaign
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Cloning a campaign
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Performing an internal mail merge
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Scheduling an internal telesales activity
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Setting up new response codes
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Creating a group from the Wave Activity tab
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Reporting on opportunities generated through campaigns
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Setting up an E-marketing campaign
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Creating an E-marketing email
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Setting up a drip marketing campaign
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Creating a drip marketing email
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Creating a drip marketing call list
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Editing E-marketing email templates
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Analyzing E-marketing campaigns
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Working with the E-marketing User Profile tab
What is campaign management?
Note: The account you use must have Information Manager rights.
Campaign Management enables you to record activities undertaken as part of marketing campaigns.
Campaigns consist of Waves, which in turn consist of Wave Activities.
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Waves. Waves are a way of grouping activities within a campaign, normally in chronological order.
Wave activities. Wave Activities define exactly what action is performed for the campaign. For
example, Outbound Telesales Activity or Flyer Mailing Activity.
Sage E-marketing for Sage CRM. This is an integration with Swiftpage
(http://www.swiftpage.com) that offers E-marketing email functionality from Sage CRM. Emarketing campaigns follow the same basic structure as standard campaigns. They provide
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additional features such as email blast scheduling and "open and click" analysis. You can also use
standard campaign wave activity types within E-marketing campaigns.
Campaign Management covers all the areas available from the Marketing menu button - this includes Emarketing. The typical user operating in this area is the Campaign Manager, who is responsible for setting
up and monitoring progress on all campaigns. In practice, marketing activities can be carried out from many
areas of Sage CRM - for example an email blast from My CRM | Groups - and linked to campaigns set up
from the Marketing area. More advanced campaigns can reach beyond the Marketing menu and include
areas such as Data Upload and Key Attributes.
The shaded area shows the steps which can be substituted with E-marketing campaign steps.
Adhering to anti-spam regulation
Working with E-marketing, even on a trial account, requires strict adherence to anti-spam laws. You must
ensure you comply with the US CAN-SPAM Act and your own regional anti-spam regulations. The essence
of most regulation is that:
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Email recipients must "opt in" to receiving emails from your company.
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You clearly identify yourself,
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You make it easy for recipients to "opt out".
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Swiftpage does not email any address which has opted out of receiving E-marketing emails from your
company. The opt-out flag is synchronized and displayed on the Company, Person, or Lead summary
pages associated with the email address that has opted out. You can manually check or uncheck the option,
however this has no impact on E-marketing emails sent from Swiftpage (these always retain the opt-out flag
set from the E-marketing email).
If you're using the Mass Email feature of Sage CRM, you should add the opt-out flag to the group search
criteria to ensure that people who have opted out of receiving emails via E-marketing, do not receive other
marketing emails generated using the standard Mass E-mail feature. For more information, see Sending a
mass email to a group.
Setting up a new campaign
Note: The account you use must have Information Manager rights.
1. Click Marketing.
2. Click the Campaign List tab.
3. Click New Campaign.
4. Enter the campaign details, and click Save.
5. You must be in Hide Wave Activities mode to add a new wave from the Campaign Summary
page. To toggle between the expanded and summary modes of the Campaign Summary page, click
Show / Hide Wave Activities.
6. Click New Wave to set up the waves, or phases of your campaign.
7. Enter the Wave details and click Save.
8. Click New Wave Activity.
9. Enter the Wave Activity details and click Save.
You have set up the framework of your campaign, and can begin working on the first wave.
Campaign fields
Note: The account you use must have Information Manager rights.
By default, the Campaign page has the following fields:
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Field
Description
Campaign Name
Name of the campaign.
Type
Drip marketing campaigns only. Set the drip marketing campaign type to one of the
following:
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Anchor. Wave activities are carried out relative to this date (before and
after). For example, a product launch.
Duration. Wave activities are carried out in response to other actions. For
example, 1 day after a recipient opened and clicked an initial email, they
receive a "tips and tricks" newsletter.
Calendar. Wave activities are carried out on specific dates. For example,
scheduled quarterly newsletters.
Anchor Date
Drip marketing campaigns only, where the type is set to Anchor. Enter the date
around which the wave activities should be based.
Ends On
Drip marketing campaigns only, where the type is set to Duration. Enter the date
beyond which wave activities should not be carried out (even if the other criteria are
met).
Start
Start date of the campaign.
End
End date of the campaign. Must be on or after the campaign start date. Not
available for Drip marketing campaigns, where the Type is set to Duration.
Status
Status of the campaign. For example, Active, Canceled, Finished, Pending.
Read-only for Drip marketing campaigns.
Group
Drip marketing campaigns only. The group of recipients is set at the campaign level
rather than at the wave activity level. This is because subsequent wave activities
(stages) are based on filtered criteria from the original group.
For example, you could specify that recipients who open and click the first email are
automatically added to the next stage, which may be a drip marketing call list
activity.
The group must include an email address field and at least one recipient. The group
recipients are finalized once the campaign is set to active and any wave activity has
started.
So even if you use a dynamic group, any changes you make to the group are not
reflected in the drip marketing campaign.
For more information, see Groups.
Get E-mail From
Drip marketing campaigns only. If the group is based on a source view which
contains more than one email field, you can select the one you want to use from the
Get E-mail Address From field.
Campaign Budget
Total budget for the campaign.
Actual Cost
Actual cost of the campaign. Calculated field (read-only), based on the Actual Cost
values entered against each Wave Activity.
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Some special characters are not supported in these fields. For more information, see Special characters
that are not supported.
Wave fields
Note: The account you use must have Information Manager rights.
By default, the Wave page has the following fields:
Field
Description
Wave Name
Name of the wave.
Start
Start date of the wave. Must be on or after the campaign start date.
End
End date of the wave. Must be on or after the wave start date.
Status
Status of the wave.
Wave Budget
Total budget for this wave.
Actual Cost
Actual cost of the wave. Calculated field (read-only), based on the Actual Cost
values entered against each Wave Activity.
Some special characters are not supported in these fields. For more information, see Special characters
that are not supported.
Wave activity fields
Note: The account you use must have Information Manager rights.
By default, the Wave Activity page has the following fields:
Field
Description
Wave Activity
Name
Name of the wave activity.
Status
Status of the wave activity. For example, Pending, Active, Canceled, Finished.
Type
Type of wave activity. For example, Internal Telesales. This determines which
workflow actions are displayed to the campaign manager—if Internal Telesales is
selected, the workflow action Schedule Telesales is available.
For the full list of action types, see Campaign wave activity action types.
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Field
Description
Details
A short description of the wave activity.
Start
Start date of the wave activity. Must be on or after the wave start date.
End
End date of the wave activity. Must be on or after the wave activity start date.
Group
The group to be used for this wave activity. Not available for Drip marketing wave
activities. Required for E-marketing email wave activities.
The group for E-marketing E-mail wave activities must be based on a source view
which includes an email address field, and must include at least one recipient.
If you have not yet created a group for the E-marketing E-mail wave activity, you
can do this either from My CRM | Groups, or from the New Group button in Step 3
of the New E-marketing Campaign Wizard.
For other wave activity types, this can be left blank if you have not yet created the
group, but it must be completed before clicking the workflow action.
For more information, see Creating a group from the Groups tab.
Activity Budget
Total budget for this wave activity.
Actual Cost
Actual cost of the wave activity.
Some special characters are not supported in these fields. For more information, see Special characters
that are not supported.
For more information about fields relating to particular wave activities, see the following:
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Drip marketing email fields
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Outbound call fields
Campaign wave activity action types
Note: The account you use must have Information Manager rights.
The workflow buttons are available only when Campaign Management workflow is enabled.
Action
Description
Outbound Call
Displays the workflow button Create Call List. This gives selected users or teams
access to a list of contacts to call, using the outbound call handling features.
External Mail
Merge
Displays the workflow button Create File For External Use. This initiates the
export of the selected Group for this Wave Activity to a CSV or text file. This can be
sent to a mailing house for processing.
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Action
Description
External
Telesales
Displays the workflow button Create File for External Use. This initiates the
export of the selected Group for this Wave Activity to a CSV or text file. This can be
sent to, for example, a telesales agency for processing.
Internal Mail
Merge
Displays the workflow button Do Mass Mail Merge. This initiates the mail merge
process.
Drip Marketing
Call List
Sets up an outbound call list once the criteria for the drip campaign stage are met.
Drip Marketing Call Lists can only be set up within a Drip Marketing campaign. The
first wave activity in a Drip Marketing campaign cannot be a Drip Marketing Call List
- it must be a Drip Marketing E-mail.
Drip Marketing Email
Sends out an email once the criteria for the drip campaign stage are met. Drip
marketing E-mails can only be set up within a Drip Marketing campaign. The first
wave activity of a Drip Marketing campaign must be a Drip Marketing E-mail wave
activity.
E-marketing Email
Sends out an email blast on the set date and time, or sends to the email queue for
immediate processing. If you're adding the E-marketing E-mail wave activity to a
standard campaign, the associated campaign can only be accessed from the Emarketing tab in the future.
Internal Telesales
Displays the workflow button Schedule Telesales. This displays the New Task
scheduling page, which allows the scheduling of calls among a selected number of
users.
Other
Does not have an associated workflow button. Can be used for, for example, a print
advertising phase of the campaign.
Special characters that are not supported
In most areas of E-marketing campaigns, the following special characters are not supported:
$ % ^ & ( ) { } [ ] ~ | / ? < > , : .
Cloning a campaign
You can clone all campaigns (normal and E-marketing).
1. Click Marketing | Campaigns or Marketing | E-marketing, and click a campaign.
2. Click Clone Campaign.
3. Give the campaign a new name, and select the new start date.
4. Click Save.
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The start dates for the waves and wave activities automatically adjust to the same offset as the original
campaign, based on the new campaign start date. To launch cloned drip marketing campaigns, click
Launch Drip Marketing Campaign from the Campaign Summary page. E-marketing E-mail activities
must be edited after cloning to become active.
Performing an internal mail merge
Note: The account you use must have Information Manager rights.
These steps merge the group members with a document template. The steps assume you've already set up
a Internal Mail Merge wave activity and a document template. And that the Campaign workflow is switched
on for your campaign.
1. Click Marketing on the Main menu and click the Campaign List tab.
2. Open a campaign and click the Do Mass Mail Merge workflow button.
3. Select the group you want to merge with and click Save. A list of shared templates is displayed.
4. Select the template you want to use and make any required changes to the template. To insert Sage
CRM merge fields, select them from Insert Sage CRM Field.
5. Click Merge and Continue to perform the merge.
6. When the merge is complete, click the paperclip icon to view the merged document, or click
Continue. If you don't want to save the merged document as a communication, clear Create
Communication.
7. Complete the relevant fields in the Details and Scheduling panels on the Save Merged Document
as a Communication page.
8. Click Save. The Wave Activity Summary page is displayed, with Status set to Actions
Completed.
Scheduling an internal telesales activity
Note: The account you use must have Information Manager rights.
To schedule follow-up calls for the marketing team:
1. Click Wave Activity.
2. Click the Schedule Telesales workflow button.
3. Select the group and click Save. The New Task page is displayed with special scheduling options to
distribute the calls among your marketing team.
4. Select the team members who will perform the calls from the list of users.
5. Set the start date and time from the calendar and time fields.
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6. Use the Scheduling Options to set the maximum number of calls per day.
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If the Round Robin Broker Rule is selected, the number of calls per day is the maximum
number of calls distributed evenly per user per day.
If the Queue Broker Rule is selected, the number of calls per day will be the maximum
number of calls distributed per day to the selected team. The Queue Broker Rule can only
be used if a Team has been selected.
7. Select the Internal Actions option in the Parent Category field. This field stores the static list of
recipients for this particular phone follow-up in Key Attribute Data.
8. Click Save.
9. To see the full list of calls that have just been scheduled, click the Communications tab within this
Wave Activity summary.
The Marketing team can now work through the follow-up calls from their respective calendars, and select
the relevant response code as they complete each call.
Setting up new response codes
Note: The account you use must have Information Manager rights.
A standard set of response codes is supplied with a standard installation. The standard response codes are
Good, Bad, Indifferent, or None. These can be captured against any communication which is linked to a
campaign.
For example, when you schedule follow-up calls for a mail shot linked to a campaign, you can add a
response code at the end of the telephone call. When all calls are completed, you can create a group based
on people who responded in a certain way.
You can define new response codes for each campaign, or even for each Wave Activity within a campaign.
Response codes defined at the Wave Activity level apply to all communications linked to that Wave Activity.
If no response codes have been defined at the Wave Activity level, then those defined at the Campaign level
will apply to the associated communications. If you do not define any new response codes, the standard
Sage CRM response codes are available.
This section shows you how to create new response codes customized to a particular Wave Activity. If the
set of data to be collected during a campaign wave activity is more complex, you should use Key Attribute
Profiling and Outbound Call Handling instead. Response codes are suitable for a single expected outcome
of a campaign wave activity. For example, for a Follow-up Call Wave Activity, the following response codes
are required:
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D - No Interest
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To set up a new Response Code:
1. Click Marketing .
2. Click the campaign in which you want to set up the response codes. Make sure you're viewing the
expanded campaign page (click Show Wave Activities if it is visible) and can see the wave
activities in the campaign.
3. Click the wave activity in which you want to set up the response codes. The Wave Activity Summary
page is displayed.
4. Click Response Setup.
5. Add a code name (as it should appear to the user) in the Add Translation field, for example, 3-6
Months.
6. Add a short code for the response code, for example A36.
7. Click Add.
8. Continue adding the rest of the codes and translations.
9. When you have added all of the codes you need, click Save.
You can verify that the codes have been set up correctly by linking an existing communication to this Wave
Activity. The list of responses you created should appear in the Response Type field list.
Note: If you delete or change a response code in the middle of a campaign, any communications that
are already linked to the old response code remain linked to the old code. However, the next time a user
links a code to a communication, they will only be able to choose from the new list of codes.
Creating a group from the Wave Activity tab
Note: You must have information manager rights.
When you create a group from the Wave Activity tab in the Marketing area, you can filter and manage
responses to individual wave activities. For example, you can create a dynamic group to filter and record all
positive responses to a wave activity.
1. Click Marketing | Campaign List.
2. Click the campaign link, then click the wave activity link.
3. Click Create New Group.
4. Ensure the correct wave activity is displayed in Select Wave Activity.
5. Enter a Name and Description for the group.
6. Select the type of user that can access the group from Available To.
7. Select the response filter to apply to group members from Responses. Only records with this
assigned response are included in the new group.
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8. Click Preview List to review the new group.
9. Click Save.
Exporting a group
Note: The account you use must have Information Manager rights.
This step assumes you've already set up a External Mail Merge wave activity and a document template. This
step also assumes that the Campaign workflow is switched on for your campaign.
1. Select a wave activity with an External Mail Merge type.
2. Click Create File For External Use.
3. Confirm the group to be exported from Group.
4. Click Save. If the output file already exists, it's overwritten with no warning.
5. Select Spreadsheet (CSV). The list of contacts is displayed in spreadsheet format in a new
window.
6. Complete the communication and export details and click Save. This allows a record to be kept
against the wave activity and each person in the group. You can view the link to the exported group
from My CRM | Shared Documents.
7. Once the wave activities are completed, click Completed to change the status of the wave activities.
You can also update the actual cost of the wave activities and the wave status.
Reporting on opportunities generated through
campaigns
Note: The account you use must have Information Manager rights.
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In the context of a campaign, the Report tab displays a running status of the success of the
campaign.
Opportunities generated as a result of this campaign should be linked to the relevant wave activity
via the Wave Activity field on the Opportunity record.
To measure other types of information about the campaign, click Report to create or use existing
reports.
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Setting up an E-marketing campaign
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
Before you start, make sure that:
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Your E-marketing Administrator has enabled you for E-marketing. Check that you have access to
the E-marketing action button (New E-marketing Campaign) from Marketing | E-marketing.
You have completed the email address verification with Swiftpage. Check your Junk or Spam email
folder if you have not received it yet.
You have access to the Internet. This allows communication between Sage CRM and Swiftpage.
To set up an E-marketing campaign:
1. Click Marketing | E-marketing, and click New E-marketing Campaign.
2. Complete the Campaign fields and click Next. For more information, see Campaign fields.
3. Complete the Wave fields and click Next. For more information, see Wave fields.
4. Complete the Wave Activity fields and click Next. For more information, see Wave activity fields.
5. Complete the E-marketing E-mail fields. For more information, see E-marketing email fields.
You can Preview Recipients to review who will receive the email.
6. Click Save & Send. If you have not put a date/time in the Schedule Mail field, the email blast is sent
to the email queue for immediate processing. An E-marketing E-mail communication is created for
the user. Once results have been synchronized back to Sage CRM from Swiftpage, the
communication status is updated to Complete, and the Communication record is displayed in the
Communications tab of each recipient. Swiftpage also sends an email notification including
statistics on the number of emails sent, bounced, and failed.
Note: Once a E-marketing wave activity is completed, and the information is synchronized back
to Sage CRM from Swiftpage, a status banner is displayed at the top of the wave activity.
7. Click Continue to return to the E-marketing Wave Summary page. From here you can add more
wave activities to the same campaign wave.
Creating an E-marketing email
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
You can create an E-marketing email in a number of ways:
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In Step 3 of the E-marketing Campaign wizard. See Setting up an E-marketing campaign.
By clicking New E-marketing E-mail from My CRM | Groups. See Sending E-marketing emails to
a group.
By adding an E-marketing E-mail wave activity to an existing E-marketing or normal campaign. See
below.
To create an E-marketing email:
1. From either Marketing | Campaign List or Marketing | E-marketing, click a campaign.
If you're adding the E-marketing E-mail wave activity to a standard campaign, the associated
campaign can only be accessed from the E-marketing tab in the future. Click Cancel if you do not
want to proceed.
2. Drill down to a campaign wave, and click New Wave Activity.
3. Complete the Wave Activity Fields, making sure that the Type is set to E-marketing E-mail.
4. Complete the E-marketing E-mail fields. For more information, see E-marketing email fields. You
can click Preview Recipients to review the people who will receive the email.
5. Click Save & Send.
If you have not put a date/time in the Schedule Mail field, the email blast gets sent to the email queue
for immediate processing.
An E-marketing E-mail communication is created for the user. Once results have been synchronized
back to Sage CRM from Swiftpage, the communication status is updated to Complete, and the
communication record is displayed in the Communications tab of each recipient. An email
notification is also sent from Swiftpage including statistics on the number of emails sent, bounced,
and failed.
6. Click Continue to return to the E-marketing Wave Summary page. From here you can add more
wave activities to the same campaign wave. For example, this could be another E-marketing email
or any other standard wave activity types.
E-marketing email fields
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
Field
Description
Subject
The subject line for the email.
The following special characters must not be used in this field:
$ % ^ & ( ) { } [ ] ~ | / ? < > , : .
Send As
Choose from a drop-down of enabled and verified E-marketing users. You can
select active or inactive E-marketing users to send the email from. The email is sent
from the email address associated with the selected user.
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Field
Description
Group
(Recipients)
Select from a list of all groups you have access to - for example a mix of your own
private groups, and those made available to all users. If you have not yet created a
group for the E-marketing E-mail wave activity, you can do this either from My CRM
| Groups, or from the New Group button in Step 3 of the New E-marketing
Campaign Wizard.
Get E-mail
Address From
Select the source of the email address. All email addresses included in the view,
used to create the group, are displayed for selection. For example, if you have a
group based on the Company Group view, you can choose between the Person's
Business E-mail or the Company's Business E-mail address to send the email to.
Template
Select from a list of global and local templates available in the Swiftpage Template
Manager. If you want to upload a custom template to use in the E-marketing email,
go to E-marketing | Edit E-mail Templates first. Once uploaded, the custom
template displays in the list.
For more information, see Editing E-marketing email templates.
View/Edit
Template
Allows you to preview and edit the template in the Swiftpage Template Manager.
Personal
Message
A short block of text specific to this wave activity, which can be added as a merge
field to an email template. This means that you can reuse the same template for a
number of wave activities. For example "Get the Early Bird Rate" in the first wave
activity, and "Last chance for the Early Bird Rate" in the next wave activity.
The following special characters must not be used in this text:
^ { } [ ] ~ | / < >
Schedule Mail
Set the date and time to send the email blast, or leave blank to send to the email
queue for immediate processing.
Setting up a drip marketing campaign
Note: The account you use must have Manager Administration Rights and E-marketing enabled.
1. Ensure the following:
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Your E-marketing Administrator has enabled you for drip marketing. Click Marketing | Emarketingand ensure you can access the New Drip Marketing Campaign action button.
You've completed the email address verification with Swiftpage. When your E-marketing
Administrator enables you for E-marketing, you should receive an automated verification
email. Check your junk or spam email folder.
You've access to the Internet. Sage CRM and Swiftpage communicate over the Internet.
2. Click Marketing | E-marketing and click New Drip Marketing Campaign.
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3. Complete the Campaign fields and click Continue. For more information, see Campaign fields.
4. Complete the Wave fields and click Continue. For more information, see Wave fields.
5. Complete the Wave Activity fields and click Continue. For more information, see Wave activity
fields. The first wave activity of a drip marketing campaign must be a drip marketing email.
6. Complete the Drip Marketing Email fields. For more information, see Drip marketing email fields.
7. Click Preview Recipients to review the people who will receive the email.
8. Click Save & Send.
9. Click Continue to return to the Drip Marketing Wave Summary page and add more wave activities
to the campaign wave. For example, you could add another drip marketing email, or another
standard wave activity types.
Standard wave activity types can use their own Groups, even if they are set up within Drip Marketing
campaigns. They are executed separately by user-driven workflow, rather than Drip Marketing
automation.
10. When you're ready to start the Drip Marketing campaign, click Launch Drip Marketing Campaign
on the E-marketing Campaign Summary page. You cannot change the campaign once it's been
launched. If you need to make changes, click Suspend Drip Marketing Campaign.
Creating a drip marketing email
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
You can create a drip marketing email:
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In Step 3 of the Drip Marketing Campaign wizard. See Setting up a drip marketing campaign.
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By adding a Drip Marketing E-mail wave activity to an existing Drip Marketing campaign. See below.
To create a Drip Marketing E-mail wave activity:
1. Click Marketing | E-marketing, click an existing drip campaign.
A drip marketing wave activity can only be set up as part of a drip marketing campaign.
2. Drill down to a campaign wave, and click New Wave Activity.
3. Complete the Wave Activity Fields, making sure that the Type is set to Drip Marketing E-mail.
4. Complete the Drip Marketing E-mail fields. For more information, see Drip marketing email fields.
5. Click Save. A Drip Campaign communication is created for the user. Once the email has been sent
by Swiftpage, the communication status is updated to Complete, and the communication record is
displayed in the Communications tab of each recipient.
6. Click Continue to return to the Drip Marketing Wave Summary page. From here you can add more
wave activities to the same campaign wave. For example, this could be another Drip Marketing
email or any other standard wave activity type.
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Drip marketing email fields
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
Field
Description
Subject
The subject line for the email. Special characters must not be used in the Subject
line.
Template
Select from a list of global and local templates available in the Swiftpage Template
Manager. If you want to upload a custom template to use in the Drip Marketing
email, go to E-marketing | Edit E-mail Templates first. Once uploaded, the
custom template displays in the list. See Editing E-marketing email templates for
more information.
View/Edit
Template
Allows you to preview and edit the template in the Swiftpage Template Manager.
Personal
Message
Add a personalized introduction to the email.
Send On
When the email should be sent.
Options vary depending on the Drip Marketing Campaign Type selected (Anchor,
Calendar, or Duration).
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Anchor. Select the number of days/weeks/months before/after the anchor
date at a specified time.
Calendar. Send on a specified date/time.
Duration. Specify the number of days after the contact is added to the
campaign, that the email should be sent out. If this is the first wave activity,
this is the number of days after the drip launch. If it is a later stage in the
campaign, then it is the number of days after the contact has become a
member of the recipient list - for example, 1 day after they opened and
clicked the first email (if Sent To "Contacts from previous email stages,
matching Response Clicked A Link" was selected).
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Field
Description
Send To
Who the email should be sent to.
Select from:
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Notification
All Contacts in Drip Marketing List
Contacts from previous E-mail stages, matching response (one or
more can be selected): Opened, No Clicks, Clicked a Link, or Unopened.
This option is disabled for the first Drip Marketing E-mail wave activity of the
campaign.
From Stage - select a specific previous stage. This option is disabled for the
first Drip Marketing E-mail wave activity of the campaign.
Choose if you want an email notification, sent from Swiftpage, a number of days
before the stage is executed.
Creating a drip marketing call list
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
1. Click Marketing | E-marketing, click an existing drip campaign.
A drip marketing wave activity can only be set up as part of a drip marketing campaign.
2. Drill down to a campaign wave, and click New Wave Activity.
3. Complete the Wave Activity Fields, making sure that the Type is set to Drip Marketing Call List.
4. Complete the Drip Marketing Call List fields. For more information, see Outbound call fields.
You must assign either a team, or one or more users, to carry out the Drip Marketing Call List wave
activity.
5. Click Save. A Drip Campaign communication is created for the user. Once the email has been sent
by Swiftpage, the communication status is updated to Complete, and the communication record is
displayed in the Communications tab of each recipient.
6. Click Continue to return to the Drip Marketing Wave Summary page. From here you can add more
wave activities to the same campaign wave. For example, this could be a Drip Marketing email,
another Drip Marketing call list, or any other standard wave activity type.
Editing E-marketing email templates
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
You can edit existing, and add new templates from either of the following areas:
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Marketing | E-Marketing | Edit E-mail Templates
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Selecting View/Edit Template within an E-marketing E-mail or Drip Marketing E-mail wave activity.
Both these methods take you to the Swiftpage Template Manager. From here you can:
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Upload custom templates
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Store referenced graphics
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Share templates with other E-marketing users
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Insert merge fields into standard templates. The standard merge fields available include:
Template Editor
Merge Field
Sage CRM
Personal
Message
Personal message entered in Wave Activity.
E-mail Address
E-marketing user's email address.
First Name
Person (recipient) first name.
Last Name
Person (recipient) last name.
Phone
Person (recipient) full phone number.
Business Suffix
Person (recipient) suffix. For example, PhD, MD.
Company
Company name of the recipient.
You can also use any Sage CRM field name, which has been included in the Group Contents, of the group
that the e-marketing email is going out to. The field name must be enclosed in double square brackets, for
example, [[pers_title]].
Click the help button within Swiftpage for further assistance.
Analyzing E-marketing campaigns
Note: The account you use must have Info Manager Administration Rights and E-marketing enabled.
The E-marketing Analysis tab is displayed in the context of Campaigns and Wave Activities, and shows
results from E-marketing E-mails and Drip Marketing E-mails. In the Wave Activity context you can drill
down on individual reports, for example, Open & Clicks, and export them to Excel, or create a new group of
recipients from the report results.
The results are updated nightly (03:00 Mountain Time - GMT -6 hrs/-7 hrs) with information pulled from
Swiftpage.
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To view E-marketing analysis data at the Wave Activity level:
1. From the E-marketing Wave Activity Summary tab, switch to the E-marketing Wave Activity
Analysis tab. The top panel shows a summary of the results, the bottom panel provides hyperlinks
to analysis reports. The tables below explain the columns and reports.
2. Click a report, for example, the Open & Clicks report. A list of recipients meeting the report criteria
is displayed.
3. From the report results you can Create New Group, Export To Excel, or Export To PDF. You
can use the filter box on the right-hand side of the screen to narrow the list. For example, recipients
where the number of clicks is greater than 2 - and then base your new group of the filtered list.
4. Click Continue to return to the Analysis tab.
E-Marketing Results Summary Columns
Column
Description
Subject
Subject of the E-marketing or Drip E-mail. Click to open the Wave Activity
Summary page.
Submitted
The number of emails that were submitted for sending (the number of the recipients
in the group).
Sent
The number of emails actually sent (submitted minus duplicate, invalid, or opted out
email addresses).
Unsent
The number of emails that were not sent due to duplicate, invalid, or opted out email
addresses.
Bounced
The number of emails that bounced back due to invalid email addresses or domain
names.
When an email bounces back three times from the same email address within a 60day period, the fourth and further times that the same email address is blasted, the
email does not go out, and is counted as Unsent.
Unique Opens
The number of individuals, who opened the email, regardless of how many times
they opened it.
Unique Clicks
The number of individuals, who clicked on any link in the email. An individual can
only count once per link within an email.
Total Clicks
The total number of times any of the links were clicked on within any of the emails
sent out. An individual's clicks on a link counts more than once.
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E-marketing Results Analysis Reports
Report
Description
Open & Clicks
For each recipient, shows the:
Unique Opens By
Time
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Time they first opened the email
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Number of times they opened the email
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Number of times they clicked on a link
Shows the:
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Local time stamp of the first time that the recipient opened the email
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Number of times they opened the email
The report is sorted by the local time column.
Unique Opens By
E-mail
Shows the number of times each recipient opened the email, sorted by email
address.
Opens By E-mail
Shows the local time that the email was opened, sorted by email address.
Opens By Time
Shows the local time that the email was opened, sorted by opened time.
Unique Clicks By
Link
Shows the address of each link in the email, and the email address of the recipient
who clicked on it, sorted by link.
Unique Clicks By
E-mail
Shows the number of times each link was clicked on, sorted by email address.
Clicks By Link
Shows the first click and total number of clicks for each link, sorted by email
address.
Unopened
Shows a list of recipients where the email remained unopened.
Bounced
Shows a list of recipients where the email bounced.
Unsent
Shows a list of recipients where the email was unsent and a reason (supplied by
Swiftpage).
Working with the E-marketing User Profile tab
The E-marketing User Profile tab is accessed from My CRM | E-marketing User Profile. You can view
the user information associated with your E-marketing account from this area. You can also edit some of the
details, for example, the email address associated with your E-marketing user profile (your Send From
address).
To edit your E-marketing User Profile:
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1. Click My CRM | E-marketing User Profile, and click Change.
2. Update the details, for example, your email address.
3. Click Save. If you change the email address, the verification email is automatically resent.
4. Go to your email inbox and click the verification link to complete the change. You can click the
Resend Verification E-mail button if you delete the first email by mistake before completing the
verification process.
MailChimp campaigns
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About MailChimp
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Adhering to anti-spam regulation
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Logging on to MailChimp
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Adding contacts to a MailChimp list
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Creating a MailChimp campaign
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Deleting a MailChimp campaign
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Viewing MailChimp campaign results
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MailChimp error messages
About MailChimp
Warning: Your account must have rights to use MailChimp campaigns.
MailChimp campaigns let you send automated emails to groups of contacts from Sage CRM. You can build
campaigns using predefined templates or create a new template from scratch.
You can create a list of campaign subscribers in MailChimp using Sage CRM contacts. It's best to use a
single MailChimp list and to add groups of contacts to the list as needed. When you send a group of Sage
CRM contacts to the MailChimp list, a new static segment is created in the list to record these subscribers. A
Sage CRM contact can be included in multiple segments in the MailChimp list. You can reuse these
segments but you cannot edit them.
Once you've kicked off a MailChimp campaign, you can view how recipients have interacted with the
campaign emails so you can follow up with appropriate actions.
Adhering to anti-spam regulation
Working with MailChimp campaigns, even on a trial account, requires strict adherence to anti-spam laws.
You must ensure you comply with the US CAN-SPAM Act and your own regional anti-spam regulations.
The essence of most regulations is that:
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Email recipients must subscribe to receive emails from your company.
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You clearly identify yourself.
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You make it easy for recipients to unsubscribe from your campaign lists.
Useful guidelines and links from MailChimp can be found here: http://mailchimp.com/legal/acceptable_use/.
Every night, MailChimp updates Sage CRM to remove unsubscribed recipients. The Opt out of EMarketing checkbox on a Company, Lead, or Person record indicates whether the record has
unsubscribed from a MailChimp campaign.
Logging on to MailChimp
Note: Your account must have rights to use MailChimp campaigns
Before you can start working with MailChimp from Sage CRM, you must log on to your MailChimp account.
If you don't have an account, contact your system administrator.
1. Go to the MailChimp logon page at https://login.mailchimp.com .
2. Enter your user name and password.
3. Select Stay logged in.
4. Click Log In.
Adding contacts to a MailChimp list
Note: Your account must have rights to use MailChimp campaigns.
Before you set up a MailChimp campaign, you must first create a group of contacts that you want to send
campaign emails to and upload the group to the existing MailChimp list. If you update a Sage CRM group
that you've already uploaded to the MailChimp list, the updated group becomes a new segment (group) in
MailChimp.
1. Click My CRM | Groups and open a group of companies, people, or leads. If you use a static group,
you can't add any new people to the group. For more information about static and dynamic groups,
see About groups.
2. Edit the group or create a new group. For more information, see Editing a group or Creating a
group.
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The group must include an email column. If this column is missing, the Send to MailChimp
button doesn't appear.
Each contact in the group must have a valid email address. If a contact doesn't have an email
address, it won't be added to the MailChimp list. The contact's email address is the unique
identifier for the record in MailChimp. So if you send a contact with an email address to
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MailChimp, and then update the email address in Sage CRM and resend it to MailChimp, the
updated record is treated as a new record and recipient in MailChimp. This can impact your
campaign statistics and your quota of emails that you're allowed to send.
The group name must not exceed 80 characters. If it's greater than 80 characters, the group
details aren't added to the existing MailChimp list.
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If you need to add people to the group later, create a dynamic group.
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3. Click Send to MailChimp.
4. Click the Notifications icon on the top bar to see if the group was sent successfully to MailChimp. A
MailChimp notification displays the number of contacts with new or updated email addresses that
were successfully sent to MailChimp, the number of contacts with missing email address that were
sent to MailChimp, and the number of contacts that MailChimp couldn't process. These
unprocessed contacts are counted as errors and included in an error group. You can click the error
count in the notification to open the group and correct the contact details.
Creating a MailChimp campaign
Note: Your account must have rights to use MailChimp campaigns
Before you start creating a MailChimp campaign, ensure that:
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You have set up the group of email recipients you want to use in the campaign.
You have added the group to the existing MailChimp list. For more information, see Adding contacts
to a MailChimp list.
Your computer is connected to the Internet and you have logged on to your MailChimp account. For
more information, see Logging on to MailChimp.
To create a MailChimp campaign:
1. Click My CRM | MailChimp Campaigns and click New.
2. Use the following fields to specify the campaign details:
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Campaign Name. Enter the campaign name. Don't use special characters such as a
backslash or quotation marks at the start of the campaign name, as this results in an error.
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From Email Address. Specify the email address from which campaign emails are sent.
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From Name. Enter the sender's name that appears on campaign emails.
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Segment. Select the group to which campaign emails are sent.
3. Click Create Campaign.
MailChimp opens in a new browser window. If it doesn't open, ensure pop ups aren't blocked in your
browser.
Complete the following steps in MailChimp.
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1. Check that your campaign details are correct. It is a good idea to include merge fields in To so the
campaign is more personal. The merge fields that you can add depend on the context and
underlying view you used when defining the group (segment). For more information, see MailChimp
campaign merge fields and http://mailchimp.com/features/merge-tags.
2. Click Next.
3. Select a template and add the image and content that you want to include. Click Save & Close.
4. Click Next and confirm that all elements in your template are correct.
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If there's a problem, click Resolve to fix it.
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If you want to make a change to any element, click Edit.
5. Save, schedule or send your campaign.
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To send the email straight way, click Send and Send Now.
To save the email and schedule a time to send it, click Schedule. Specify the delivery
options and click Schedule Campaign.
To save the email and return to Sage CRM, click Save and Exit at the top of the screen.
When you're ready to send it, click Open Campaign in Sage CRM and then click Send in
MailChimp.
There are three types of MailChimp pricing plan. On the free plan, you can send 12,000 emails to 2,000
subscribers per month. If you go over this number of emails or subscribers, an error message appears when
you try to send a campaign. If you have too many subscribers, you can delete contacts from the MailChimp
list. For more information, see Delete a Group. Alternatively, contact your system administrator to upgrade
to a paid plan. For more information, see MailChimp Pricing.
MailChimp campaign merge fields
Note: If you have MailChimp administrator rights, you can rename Sage CRM merge fields in
MailChimp. For more information, see the System Administrator Help.
Field label and type
Sage CRM field name
Company name
COMPNAME
Company email address
COMP_EMAIL
Company type
COMP_TYPE
Company status
COMP_STATU
Company source
COMP_SOURC
Company territory
COMP_TERRI
Company revenue
COMP_REVEN
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Field label and type
Sage CRM field name
Company employees
COMP_EMPLO
Company sector
COMP_SECTO
Company website
COMP_WEB
Person first name
FNAME
Person last name
LNAME
Person email address
PER_EMAIL
Person salutation
PER_SALUTA
Person title
PER_TITLE
Person title code
PER_TITLEC
Person department
PER_DEPART
Person status
PER_STATUS
Person source
PER_SOURC
Person gender
PER_GENDE
Lead description
LEADDESC
Lead person email
LEA_EMAIL
Lead company name
LEA_COMPNA
Lead first name
LEA_FNAME
Lead last name
LEA_LNAME
Lead company country
LEA_COUNTR
Lead salutation
LEA_SALUTA
Lead source
LEA_SOURCE
Lead stage
LEA_STAGE
Lead status
LEA_STATUS
Deleting a MailChimp campaign
Note: Your account must have rights to use MailChimp campaigns.
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You can delete a MailChimp campaign from Sage CRM. When you delete a campaign, the campaign
records remain in MailChimp.
1. Click My CRM | MailChimp Campaigns.
2. Click the campaign hyperlink.
3. Click Delete.
Viewing MailChimp campaign results
Note: Your account must have rights to use MailChimp campaigns.
Data from all campaigns is automatically synchronized from MailChimp to Sage CRM so you can see
updated statistics about recipient interaction with your campaign emails. The frequency of synchronization is
set by your system administrator.
1. Click My CRM | MailChimp Campaigns.
2. Click a campaign hyperlink. Statistics about this campaign are displayed in the MailChimp
Campaign Results panel. The time and date at which the campaign was created are also displayed.
3. To manually synchronize the data for this campaign, click Refresh.
4. Click a hyperlink to view more detailed information about any of these statistics in Sage CRM. See
the table below for an explanation of each statistic.
5. For additional information, click Open Campaign to open the campaign in MailChimp.
6. To create a contact group based on the recipients in a statistic group, click Create New Group.
You can create a dynamic or a static group. You can apply follow up actions to this group as
appropriate to make your campaign even more targeted and relevant. Once you've created this
group, you can't edit it.
7. A communication record is created for each email recipient. Your system administrator specifies
how often communication records are created. Click the Communications tab for the relevant
company, person, or lead record to view information about the MailChimp campaign email that they
received. Click the campaign email link to open a copy of the email.
Statistic
Description
Total Opened
The total number of times that all emails were opened. For example, if you send ten
emails and each recipient opens each email five times, the value of Total Opened
is 50.
Total Clicked
The total number of times that all links were clicked. For example, if you send ten
emails with one link in each and each recipient clicks the link five times, the value of
Total Clicked is 50.
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Statistic
Description
Hard Bounces
The number of emails marked as hard bounces by MailChimp. For more
information, see Soft vs Hard Bounces.
Soft Bounces
The number of emails marked as soft bounces by MailChimp. For more information,
see Soft vs Hard Bounces.
Unsubscribed
The number of recipients who unsubscribed from your campaign.
Emails Sent
The total number of emails that were sent.
Unique Opened
The number of individual emails that were opened. For example, if you send ten
emails and each recipient opens each email five times, the value of Unique
Opened is 10.
Unique Clicked
The number of times an individual link in an email was clicked. For example, if you
send ten emails and each recipient clicks the link five times, the value of Unique
Clicked is 10.
Last Opened
The last date on which an email was opened.
MailChimp error messages
There are several reasons why a MailChimp operation can't be performed. The table below explains the
causes and solutions for the most common errors.
Cause
Example UI message
Solution
Group error
Error message: The group was
not sent to MailChimp. Remove all
bounced and unsubscribed email
addresses from the group and
resend it.
Ask your system administrator to
synchronize MailChimp and Sage CRM.
Remove all bounced and unsubscribed
email addresses from the group and
resend it.
Syncing error
Error message: There was an
error while retrieving data from
MailChimp.
The campaign or segment details have
been changed on the MailChimp website
rather than in Sage CRM and this has
caused syncing issues between
MailChimp and Sage CRM. Log on to
the MailChimp website, note the current
campaign and segment name, and
update the campaign and segment
name in Sage CRM to match them.
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Cause
Example UI message
Solution
Upload to MailChimp
list error
Notification: 0 email addresses
added | 5 email addresses
updated | 2 errors.
The notification displays the number of
contacts with new or updated email
addresses that were successfully sent to
MailChimp, and the number of contacts
that MailChimp couldn't process.
Ensure each contact in the group has a
valid email address and hasn't
unsubscribed from your campaign. The
Opt out of E-Marketing checkbox on a
Company, Lead, or Person record
indicates whether the record has
unsubscribed from a MailChimp
campaign. If necessary, remove
unsubscribed contacts from the group
and then click Send to MailChimp.
Unprocessed contacts are counted as
errors and included in an error group.
You can click the error count in the
notification to open the group and correct
the contact details.
Mailchimp name error
Error message: There was an
error performing the operation.
The campaign wasn't created because
you added special characters such as a
backslash or quotation mark at the start
of the campaign name. Remove any
special characters from the start of the
name and click Create Campaign.
MailChimp segment
name error
Notification: The Segment
(Group) called: <segmentname>
already exists in MailChimp.
When you're uploading several
segments to MailChimp in succession,
you must wait a minute between
uploading segments to ensure the
previous segment isn't overwritten.
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Cause
Example UI message
Solution
Mailchimp Campaign
not sent
Error message: Campaign:
<campaignname> cannot be sent
by MailChimp.
You can't send campaign emails
because you've exceeded the number of
emails allowed on your plan.
There are three types of MailChimp
pricing plan. On the free plan, you can
send 12,000 emails to 2,000 subscribers
per month. If you go over this number of
emails or subscribers, an error message
appears when you try to send a
campaign.
If you have too many subscribers, you
can delete contacts from the MailChimp
list. For more information, see Delete a
Group in MailChimp Knowledge Base.
Alternatively, contact your system
administrator to upgrade to a paid plan.
For more information, see MailChimp
Pricing.
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Groups
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About groups
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Creating a group
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Managing a group
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Performing actions on a group
About groups
A group is a defined set of records that belong to the same type of entity. You can create a group of person,
company, lead, case, opportunity, quote, order, or custom entity records based on filter criteria. These
criteria can be simple or complex. For example, All IT managers in Dublin or All marketing managers in the
telecoms sector in London, Dublin, or Manchester, who attended our seminar last year, but who have not
yet replied to our invitation mail shot.
A group can be static or dynamic:
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A static group stores the query that generated the group and a snapshot of the records that
matched the query criteria when you saved the group. Static groups are useful because they create
a list of records that you can manage. You can manually exclude records from the group or add new
records to the group by rerunning the query or manually adding records.
Tip: If a record in a static group has been deleted since the group was created, a message is
displayed the next time you open the group stating that the group contains deleted records.
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A dynamic group stores only the query that generates the group contents. Each time you open a
dynamic group, the query runs and the group contents are refreshed. A dynamic group is like a
report as it always returns up-to-date information about records that currently match the criteria. If a
record changes and no longer meets the group criteria, it is no longer included in the group.
Similarly, if a record changes and meets the criteria, it is added to the group. You cannot manually
exclude records from the group or add new records to the group. Instead, you must change the
query. Dynamic groups are used as the data source for list gadgets on the interactive dashboard.
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How to use groups
Task
Help
Create a group of records that have a common criteria.
Creating a group
You can export group information to a CSV or text file for use in other
applications.
Exporting group information
You use groups to
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perform a mail merge
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create a task for all members of the group
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send mass emails
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add contacts to a MailChimp list
Performing a mail merge
Creating a group task
Sending a mass email to a
group
Adding contacts to a
MailChimp list
When you've performed actions on a group, you can refresh the group to
ensure it's up to date.
Group action buttons
You can add records to a static group.
Adding records to a group
from the group details screen
You can exclude records from a static group.
Editing a group
A group contains links to each person or company associated with a
record in the group. If you click a person or company link, the person or
company information is displayed in a read-only pop up window. If you
want to open the Person Summary screen or the Company Summary
screen and edit this information or drill down further, you can do one of
the following:
Adding a new gadget to a
dashboard
List gadget
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Create a dashboard list gadget using the group as the data
source. This works for dynamic groups only. You can use the
gadget filter to search for records in the group.
Create and save an Advanced Find instead of a dynamic group.
You can perform actions such as a mail merge on the matching
records. When you click a record link, the record summary
screen opens and you can edit the information or drill down
further.
Using Advanced Find
Creating and updating a
saved search
Performing actions on search
lists
Creating a group
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Creating a group from the Groups tab
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Creating a group from the Wave Activity tab
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Creating a group based on search results
Note: You can create a group when you perform a data upload. For more information, see Settings for
companies and people and Settings for leads in the System Administrator Help.
Creating a group from the Groups tab
When you create a group from the Groups tab, you can choose the view on which the group is based, add
search criteria or an Advanced Find, and specify the fields included in the group output. You must have
access rights to view the Groups tab.
1. Click My CRM | Groups.
2. Click New Group.
3. Complete the Group fields and click Continue to move through the screens.
4. If you've added search criteria to the group, specify your search criteria and click Continue.
Tip: If E-marketing is enabled and you also want to send mass emails to groups, you should add
Person:Opt out of E-marketing communication to the group search criteria and set it to Not
Checked to ensure that people who've opted out of E-marketing emails don't receive any
marketing emails that you send by mass email. For more information, see Sending a mass email
to a group.
5. If you're creating a static group:
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Click Save empty static group to save the group query but not the list of records returned
by the query. Use this to build a group of individually selected records that do not have a
convenient common set of criteria. For more information, see Adding a record to a group
from the record summary screen.
Click Save to save the group query and the list of records returned by the group.
6. If you're creating a dynamic group, click Save.
Creating a group based on search results
You can create a group based on the results of a search on a primary entity or an Advanced Find search.
1. On the top bar, click the Search arrow and click <Entity> or Advanced Find.
2. Enter your search criteria and click Find. A list of matching records is returned.
3. Click Create New Group.
4. Complete the Group fields.
5. Click Save.
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Group fields
Field
Description
Name
Name of the group
Description
Description of the group and search criteria.
Type
A static or dynamic group. For more information, see About groups.
Available to
The type of user who can access the group.
If you're an info manager with Groups access, you can make a group available to
other info managers. This also allows system administrators and info managers
access key attribute data for the group. For more information, see Groups in the
System Administrator Help.
If you're a system administrator, you can make a group available to all users.
Entity
The entity on which the group is based. All records within a group must be based on
the same primary entity.
Source view
The view on which the group is based.
Select column
All available columns that can be used in the group.
Group content
Columns that are included in the group contents.
Search criteria
Columns that are included in the search criteria for the group.
Sort on
The column on which the group contents are sorted. If there are multiple columns,
the group is sorted first by the column at the top of the list and then by the next
column.
Advanced Find
Creates an advanced find query to generate the group.
For more information, see Using Advanced Find.
Managing a group
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Adding a record to a group from the record summary screen
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Adding records to a group from the group details screen
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Editing a group
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Adding a record to a group from the record summary screen
You can add a person, company, case, opportunity, or lead record to a static group from the record's
summary screen.
Note: You can add a company with no people to a group. However, the group cannot appear in an
Outbound Call list.
1. On the top bar, click the Search arrow and click <Entity>.
2. Find the record you want to add to the group.
3. Click the record link to open the record summary screen.
4. Click Add to Group.
5. Select the group from Select Group.
6. Click Save.
Adding records to a group from the group details screen
You must have access rights to any record that you want to add to a static group. You cannot add duplicate
records to a destination group.
1. Click My CRM | Groups.
2. Click the link for the group to which you want to add records.
3. Click Add Records to the Group.
4. To find additional records using a simple search, do the following:
a. Select Add Records via Find / Saved Search and click Continue.
b. Enter search criteria or select a saved search.
c. Click Find and then click Add to group.
5. To find additional records using a complex search, do the following
a. Select Add Records via Advanced Find and click Continue.
b. Create an advanced find or select a saved advanced find.
c. Click Find and then click Add to group.
6. To add records from an existing group that's based on the same entity as the current group, do the
following:
a. Select Add Another Groups Records.
b. Select the group and click Save.
c. Click Close.
7. Click Continue to return to the Group Details screen.
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Editing a group
You can edit certain fields in static and dynamic groups. When you open a group record, it is locked for other
users. This means only one user can edit a group at any one time.
1. Click My CRM | Groups.
2. Click the link of the group that you want to edit.
3. Click Change.
4. You can update Name, Description, and Available To. For more information, see Group fields.
5. Click Continue to move through the editable group attributes and search criteria.
6. Make all necessary changes and click Save.
7. To exclude specific records from a static group, select Exclude.
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To exclude all records from a static group, click Exclude All.
To include all records in a static group, click Include All. For more information, see Group
action buttons.
Performing actions on a group
1. Click My CRM | Groups.
2. Click the link of the group on which you want to perform an action.
3. Click the relevant Action button. For more information, see Group action buttons.
Group action buttons
This table describes the action buttons displayed on the Group Details screen.
Button
Description
Merge to Word
Merges a standard template with the address and contact details of recipients in the
group to create a Word document. Your system administrator must enable Merge
to Word. For more information, see Performing a mail merge.
Merge to PDF
Merges a standard template with the address and contact details of recipients in the
group to create a PDF document. For more information, see Performing a mail
merge.
New Task
Creates a task against each recipient in the group. For more information, see
Creating a group task.
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Button
Description
New Email
Sends an email to each recipient in the group. For more information, see Sending a
mass email to a group.
Export to File
Exports the group as a CSV or text file. For more information, see Exporting group
information.
New E-marketing
Email
Sends an E-marketing email to each recipient in the group. For more information,
see Sending E-marketing emails to a group.
Include All
Toggles all members of the group to be included in the group. Available for static
groups only.
Exclude All
Toggles all members of the group to be excluded from the group. Available for static
groups only.
Refresh
Refreshes the group to include all records which have been added since the
creation of the group and meet the search criteria. A static group stores the query
that generated the group and the list of returned records. If you want a list of up-todate records that match the query, you must manually refresh the group.
If you perform an action on a static or dynamic group, you can refresh the group to
ensure it's still up to date.
Exclude Previous
Recipients
If the group has already been used for an action, this excludes the people,
companies, or leads who were the targets of that action. For example, perform this
action if you emailed the group last week, refreshed it today, and now want to email
the new members only. Available for static groups only.
Mass Update
Updates all records in the group at once. This button is displayed to system
administrators only. For more information, see Performing mass update in the
System Administrator Help.
Update Territory
Updates territories for a group. This button is displayed to system administrators
only. For more information, see Updating group territories in the System
Administrator Help.
SQL
Displays a new window containing the current SQL used to generate the group.
This button is displayed to system administrators only. If you have SQL experience,
you can customize the SQL.
Creating a group task
1. Click My CRM | Groups.
2. Click the link of the group for which you want to create the task and click New task.
3. Enter values in the Task fields.
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4. Select Internal Actions in Parent Category Selection to create a child category when the task is
performed. You can use the category to generate reports and to create a new group for follow-up
actions. For more information, see Groups in the System Administrator Help.
5. Click Save. The task record is displayed in the calendar of the person who created the task and
contains a link to each person or company in the group. The task also appears on the
Communications tab of every group member.
Sending a mass email to a group
To send a mass email to a group, the group must be linked to a person, company, or lead.
1. Click My CRM | Groups.
2. Click the link of the group you want to email and click New Email.
3. To ensure the email isn't sent to members of another group, select the other group from Dedupe
against other Group.
4. Complete the Email options.
5. Specify Communication options. This panel is not available if you're using Email Management to
handle outbound emails.
6. Select Email in Parent Category Selection to create a child category when the email is sent. You
can use the category to generate reports and to create a new group for follow-up actions. For more
information, see Groups in the System Administrator Help.
7. To preview the email, click Send Yourself Test.
8. To send the email to the group, click Send Email and click OK.
9. To view the status of the job, click Marketing | Mass Email Status. For more information, see
Viewing the status of a mass email.
10. When the email is sent, a communication record is displayed in the calendar of the person who
created the communication. It contains a link to each person or company in the group. The
communication also appears on the Communications tab of every group member. To view a sent
email, click the Email icon beside the communication link.
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To convert the email to an opportunity, lead, or case, click New Opportunity, New Lead, or
New Case. For more information, see Converting emails.
To register a response to an email that's linked to a wave activity, select the response from
Response Type and click Save.
Viewing the status of a mass email
1. Click Marketing | Mass Email Status.
2. To temporarily stop the mailer, click Stop from the Actions column and then click OK. The current
mailer details remain in the status list until the job is resumed and the email has been sent to
everyone in the group. The emails remain unsent with a Pending status even if they were set to a
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Complete status in the Communication Options panel.
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To view details of the communication, click the link in the subject column.
To view a list of people to whom the email was successfully sent, click Click here to view
recipients of the mass email. To close the window, click OK.
To return to the Email Status screen, click Continue.
3. To restart the mailer, click Resume. When all emails have been sent successfully, the status bar
displays the following message: There are no pending mass Emails.
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Any problems that are encountered when sending the email are included in the status list
and you can troubleshoot the problem.
Emails are saved as communications against the person and company to which they were
sent, and the team and territory specified in Communication options according to the status
you selected.
Exporting group information
Note: Exporting group information exports only the columns listed for the group members on the
Groups screen. It does export all available information for the group member records.
1. Click My CRM | Groups.
2. Click the link of the group you want to export and click Export to File.
3. Select CSV or Text.
4. Select Create entry in shared documents to make the file available to all users.
5. Click Save.
6. Complete the fields in the Details panel and the Scheduling panel.
7. Select External Actions in Parent Category Selection to create a child category when the group
is exported. You can use the category to generate reports and to create a new group for follow-up
actions. For more information, see Groups in the System Administrator Help.
8. Click Save.
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The task record is displayed in the calendar of the person who exported the group and
contains a link to each person or company in the group. The task record also appears on the
Communications tab of every group member.
If you selected Create entry in shared documents, click My CRM | Shared Documents
to view a list of exported groups. Click the Attach icon beside a group link to view the
exported file.
Sending E-marketing emails to a group
Sage E-marketing must be enabled by your system administrator before you can send an E-marketing email
to a group.
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1. Click My CRM | Groups.
2. Click the link of the group you want to email and click New E-marketing Email.
3. Assign the E-marketing activity to a campaign and wave. For more information, see Setting up an Emarketing campaign and Creating an E-marketing email.
4. Click Save.
5. Complete the E-marketing email fields.
6. Click Save & Send.
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Working with key attribute profiling
data
These steps explain you add and edit Key Attribute Profiling data.
1. Select the tab that contains a Key Attribute Category Group. For example, a new tab called Training
Profile, within the context of a person.
2. Highlight the category to which you want to add data and click Add Category. The selected
category and its associated fields are displayed for editing.
3. Add the data and click Save. The data is displayed in read-only mode.
4. To edit data in an existing category, click Change.
5. To add data into a new category, click New.
If the category was selected as a Multiple Instance Data category, you can select the category more than
once. The value in the first field of the category is used as a label on the category to differentiate between
multiple selections of the same category.
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Customer service
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Cases
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Solutions
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Cases
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What is a case?
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Creating a new case
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Assigning a case to a colleague
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Progressing a case
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Solving a case
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Closing a case
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Adding a solution to the solutions knowledge base
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Manually progressing cases
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Viewing the cases pipeline
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Running a case report
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Determining which cases you're working on
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Deleting a case
What is a case?
In Sage CRM, a case is a customer service issue.
You can capture a customer query in Sage CRM, and track the progress of the problem through to a
solution and closure.
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Creating a new case
To raise a customer service issue:
1. Open a Person record.
2. Click their company.
3. Click the Cases tab, and click New Case.
Alternatively, in the top right corner of the product window, click New | New Case.
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4. Add as much information as you know at this stage to the case fields. For more information, see
Case fields.
5. Click Save. Your case has successfully been created.
6. Click Continue. The case is displayed in the list of cases on the Cases tab.
Case fields
Field
Description
Company
Company that the case is with.
Person
Main contact person for the case.
RefId
Automatically generated reference Id for the case. Made up of [User Number] [Automatic Counter].
Found In
Which version of the product the problem was found in.
SLA
Service Level Agreement. If None is selected, the service level agreement linked to
the Company is used as the default to calculate target response and resolution
times.
SLA Severity
Service Level Agreement Severity. Also used to calculate target response and
resolution times. For example, Customers on the Gold SLA, should have a
response to all High SLA Severity Cases within 30 minutes.
Description
Short description of the problem.
Area
Area of the product affected by the problem.
Source
How the problem came to you. For example, Phone, Email, Fax.
Customer Ref
Customer's own reference identifier.
Product
Which product the customer has a problem with.
Fix In
Product version that a fix is due to be supplied in.
Territory
Security territory. For more information, see Territory management.
Created By
Person the case is logged by.
Severity
Severity of the case. For example, Normal, Low, High.
Assigned To
Person currently responsible for the case.
Stage
Stage of the case. For example, Logged, Queued, Investigating.
Status
Status of the case. For example, In Progress, Closed.
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Field
Description
Problem Type
Type of problem. For example, Customer knowledge, Missing component.
Problem Details
Detailed description of problem.
When you save the Case, the following additional fields are displayed in read-only format. They are
available for editing on the Progress Case screen at the relevant point in the customer service workflow
process.
Field
Description
Team
Team responsible for the case.
Solution Type
Type of solution. For example, Replace component, On-Site Engineer.
Solution Details
Detailed description of solution.
Closed
Date the case is closed.
This table explains the Case Status icons.
Status Icon
Description
In Progress
Closed
This table explains the SLA Status icons.
SLA Status icon
Description
The check mark icon indicates that the Case is within the target close time specified
in the SLA.
The minus sign icon indicates that the Case has reached the warning percent level,
set by the system administrator, without being closed. For example, if the SLA
specifies that Medium SLA Severity cases should be closed within 30 hours, and
the Warning Percent has been set to 80%, then the yellow minus sign icon is
displayed next to all Medium SLA Severity cases if the case is still open after 24
hours.
The cross icon indicates that the Case has breached the SLA.
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Assigning a case to a colleague
If your system has Case Workflow enabled, a number of actions are available under Actions. The actions
available to you may vary depending on how the case workflow has been set up and customized to suit your
customer service process.
To assign a case to a colleague using workflow:
1. From within the context of a logged case, click the Queue workflow bullet. The Progress Case page
is displayed.
2. Assign the case to a user using the Assigned To field.
3. Add a tracking note providing additional information.
4. Click Save.
5. Your workflow may be set up to automatically create a follow-up call for your colleague. If not, click
New | New Task on the Top Bar. The Enter New Communication page is displayed. The task is
automatically linked to the case in the Relating To field.
6. Complete the communication details, and click Save. The new communication is displayed on the
Communications tab within the context of the case. The Tracking tab contains details of the
case's progress. The case and the follow-up call are in the My CRM area of the engineer assigned
to work on the case.
Progressing a case
The tech support specialist assigned to a case can access the case and the follow-up call from their My CRM
area. They may have even received an on-screen notification or email regarding the case.
To make the follow-up call and progress the case:
1. Click the My CRM | Cases tab. A list of all cases assigned to the current user is displayed.
2. Click the case Status icon. The Summary page of the case is displayed.
3. Select the Investigating workflow bullet. The Progress Case page is displayed.
4. Add a tracking note, and click Save. The Case Summary page is displayed.
All changes can be viewed from the Case Tracking tab. The tech support specialist can now complete the
task set by his colleague to call the customer back. He can confirm the current status and continue working
on a resolution.
The Duration column in the Case Tracking tab shows how long the case has spent at each stage in the
resolution process. The duration takes into account the business calendar linked to the SLA. These are
defined by the system administrator.
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Solving a case
Once a tech support specialist is satisfied with a solution, a case can be progressed to the next stage of
Solved. This time, when the case is progressed, the Solution Type and Solution Details should be
completed.
Closing a case
The customer confirms that the solution fixes the problem and the case can be closed.
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The case is progressed through the workflow states of Pass and Regression Pass. The Case
stage is automatically set to Confirmed, and the Case status to Closed.
The closed date should automatically be filled in.
The case is now closed, and moves out of the tech support specialist's Cases list, but it remains as
an integral part of the customer history for future reference.
Adding a solution to the solutions knowledge
base
Solutions to cases can be reused for similar queries from customers in the future.
Your workflow may be set up to automatically create and publish a new solution based on the one you've
found for the case you just solved. If not, you can manually create a new solution, and link it to an existing
case and to future cases that may require the same resolution.
Manually progressing cases
The case workflow functionality automates the progression of cases to follow predefined business
processes. If your system administrator turns the case workflow off, the workflow actions on the cases
summary screen are replaced with a Progress button. This button allows you to manually change details of
the case on the Progress Case screen. Your changes are recorded on the Tracking tab.
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Viewing the cases pipeline
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To view a graphical representation of In Progress cases assigned to you, click the My CRM |
Cases tab.
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The pipeline shows the number of cases at each stage.
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Cases are summarized in a list below the pipeline.
To filter the list of cases to display only cases at a particular stage, click a pipeline segment. The
Stage field is also updated.
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To view more details about a particular case, click the case link in the list.
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To toggle back to the full list of cases, click the highlighted segment in the pipeline.
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To hide the pipeline, click My CRM | Preferences and set Show Cases Pipeline to No.
Running a case report
Case Summary reports provide a quick overview of a particular customer service issue.
1. Find and open the case you want to generate the report for.
2. From the Case Summary page, click Summary Report. The report is displayed in PDF format.
Determining which cases you're working on
To find out which cases you're currently working on from within My CRM, click the Cases tab. The list of
cases currently assigned to you is displayed. If the list is long and difficult to work with, you can filter it using
the filter box on the right-hand side of the screen.
Deleting a case
If your security profile allows you to delete cases, a Delete button appears on the Case summary page in
edit mode. If you need to delete cases but can't access this button, contact your system administrator.
1. Find and open the case you want to delete. For more information, see Using Find screens.
2. From the Case Summary page, click Change.
3. Click Delete, then Confirm Delete to delete the case. The case record is deleted from the system.
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Solutions
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What is a solution?
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Viewing solutions
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Adding a new solution
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Adding a new solution from a case
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Publishing a solution
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Deleting a solution
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Linking a solution to a case
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Emailing a solution
What is a solution?
Note: The account you use must have rights to access solutions.
Solutions are the cleaned and approved basis of a knowledge base. Solutions can be entered manually or
published from a solved case using workflow. They can be searched for using key words from a Case
screen, or from a self service Web page, so that customers or partners can find answers to their questions
without having to call a telephone support hotline.
Solutions are not linked to companies or people, however they can be linked to multiple cases, and a case
can be linked to multiple solutions.
Viewing solutions
Note: The account you use must have rights to access solutions.
There are several ways to view solutions.
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Open a Case record and click the Solutions tab.
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On the top bar, click the Search arrow and click Solution.
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If you're a frequent user of solutions, you may find it convenient to view the list of all solutions
currently assigned to you from the My CRM area:
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a. Click <My Profile> | Preferences.
b. Click Change.
c. Set Show Solutions In My CRM to Yes.
d. Click Save.
Adding a new solution
1. Click New | New Solution.
2. Enter details in the solutions fields. For more information, see Solution fields
3. Click Save. The Summary page for the new solution is displayed.
From within the context of a Solution, you can do the following:
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Click New Email to send an email relating to the contents of the Solution.
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Click the workflow buttons to change the state of the Solution.
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You can link communications and documents (via the Documents tab) to a Solution. You can also
use the Cases tab within the context of a Solution to link to existing Cases. Alternatively, you can
create a Case, then link one or more solutions to it.
Solution fields
Field
Description
Reference Id
Automatically generated reference Id for the solution. Made up of [User Number] [Automatic Counter].
Area
Area of product or service affected.
Description
Short description of the solution.
Details
Longer description of the solution.
Team
Team responsible for the solution.
Stage
Solution Stage. For example, Draft, Rejected, Reviewed.
Status
Solution Status. For example, Not Published, Published.
Assigned To
Person responsible for the solution.
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Adding a new solution from a case
While you're working on a case, or once it is solved, you can add and track possible and actual solutions
from the Solutions tab.
1. Open the Case so that the Case Summary page is displayed.
2. Click the Solutions tab. A list of linked solutions is displayed. From the Solutions tab within the
Case you can:
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Create a new solution, which is automatically linked to the current Case.
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Link to an existing solution or solutions.
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Delete a link to an existing solution.
3. To link to an existing solution, click Link Solution. The Solutions panel is displayed.
4. To find an existing solution, you can use the Advanced Search Select feature by typing a key word
directly into the Link Solution field and clicking the first magnifying glass icon. This displays a list
of matches below the Link Solution field. You can also use the % wildcard to turn the search into a
"contains" search. Alternatively, click the second magnifying glass icon and the standard Search
Select page is displayed in a new window.
5. Click the solution you want to link to this case.
6. Click Save. The linked solution is displayed in the list of Solutions.
Publishing a solution
Customers can be given rights to view and search through all published solutions from your external Web
site.
Suppose Arthur Browne from Design Right is an existing customer contact with a valid support contract.
Arthur should be able to view and search through all published solutions from your external Web site. You
can work through this example if your system administrator has installed the Self Service demonstration
Web site. Remember to enable Arthur for self-service from the Person Self Service tab.
To publish a solution to an external Self Service Web site:
1. Open the solution so that the Solution Summary page is displayed.
2. Click the Approve workflow button. The Progress Solution page is displayed.
3. You can add a tracking note to explain how the Solution was reviewed, and click Save.
4. Click the Publish workflow button.
5. You can add a tracking note, and click Save. The Solution Summary page is displayed, where the
Stage is set to Reviewed and the Status is set to Published.
Once published, a customer or partner with a self-service logon ID can search for and view the solution.
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Deleting a solution
If your security profile allows you to delete solutions, a Delete button appears on the Solution summary page
in edit mode. If you need to delete solutions but can't access this button, contact your system administrator.
1. Open the solution so that the Solution Summary page is displayed.
2. Click Change.
3. Click Delete, then click Confirm Delete.
Linking a solution to a case
1. Open the solution so that the Solution Summary page is displayed.
2. Click the Cases tab and click Link Case.
3. Find the Case you want to using the search select icons.
4. Once the case is displayed in the Link Case field, click Save.
Emailing a solution
1. Open the solution so that the Solution Summary page is displayed.
2. Click Send Email. The solution details are included in the email body.
3. Complete the rest of the email details, including the recipient and click Send to send the email to the
customer.
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Reports
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Standard reports
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Running a report
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Saving report search criteria
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Exporting a list report
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Grouping favorite reports
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Interacting with report charts
Standard reports
There are three types of standard report:
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List reports create rows and columns of information based on selected criteria. For example,
Company list by segment displays a list of companies in selected industry segments, such as all
companies in the computer - software segment.
Cross tabular reports create a record count across an X and Y axis based on selected criteria. For
example, Activities logged report by user shows the number and type of communications
logged by specified users. The search criteria includes the Date/Time field from the communication.
This report includes a chart graphic.
Historical reports provide a static view of a record at previous points in time. For example,
Opportunity closing history shows opportunities that were opened during a specified time
period. You can add other search criteria.
Summary reports show a quick overview of account information. They're available from the
Summary tab of companies, people, opportunities, and cases. For example, Person summary
creates a one-page report with key information about a person including their contact details and a
summary of the most recent interactions the person has had with your business.
Note: If you've appropriate permissions you can also generate report output from any search list, saved
search, or group. For more information, see Exporting a list report.
A standard installation includes sample reports in the following categories:
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Activity
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Campaigns
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Communications
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Customer Service
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General
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Lead
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Marketing
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Sales
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Outbound Calls
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Administrator
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Dashboard
Running a report
1. Click Reports | <Report Category>.
2. Click <Report Name> or click Run beside the report name. To use a saved search, select the
search beside <Report Name> and click Run. For more information, see Saving report search
criteria.
3. Change the display option if necessary.
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Screen opens the report in a pop-up window.
Export to PDF displays the report in Adobe PDF format. You can choose the page size
and orientation. Report charts are displayed as static images in PDF files.
Export to XLSX displays the data in XLSX format. Report charts are also displayed.
Export to Excel CSV displays the report in Excel CSV format. This option renders well in
Excel if your local settings support tab delimitation. The data in Excel CSV is always tab
delimited and padded with =" ", regardless of local settings. For example:
="June Website Offer Lead" [TAB] ="Accantia Ltd." [TAB] ="Thomas
Beesley" [TAB] "Lead"
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Export to CSV displays the report in Comma Separated Values (CSV) format. The data is
delimited according to the CSV File Export Delimiter set at system and user level. If you
open the file in MS Excel, it may not be formatted correctly. You can open it in Notepad and
use the CSV Excel option, or open in MS Excel and convert the formatting. For example,
using the Text To Columns option.
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Warning: If you intend to open the report in Microsoft Excel or OpenOffice Calc, don't
use the Export to CSV option, because these applications may automatically run
embedded formulas in the data. We recommend that you use Export to XLSX or
Export to Excel CSV in this case.
4. Select criteria for the report. If you leave the search criteria blank, the results return all permitted
values. To select multiple criteria, press the Ctrl key and click the individual entries.
5. Click Go.
Note: Your system administrator defines the navigation buttons that are displayed for an onscreen
report.
Saving report search criteria
If you regularly run reports using the same search criteria, you can save and reuse the criteria.
1. Click Reports | <Report Category>.
2. Click <Report Name>.
3. Select display options and search criteria.
4. Click Save.
5. Enter a name for the saved search.
6. Select Available to All Users to make the saved search available to all users.
7. Click Save. When you return to the list of reports, the saved search criteria is displayed in a list
beside the report.
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To edit a saved search, select it from the Saved Search column, click Run, make the
changes you require and click Save.
To delete a saved search, select it from the Saved Search column, click Run and click
Delete.
Exporting a list report
If your system administrator has given you rights, you can quickly create a list report in CSV or text file format
from any search list, saved search, or group.
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1. On the top bar, click the Search arrow and Company and search for particular companies. For
example, all London based companies in the system that are assigned to you.
2. Click Export to File.
3. Enter a file name.
4. Select the output format.
5. To make the list report available to all users, select Create entry in shared documents.
6. Click Save.
Grouping favorite reports
You can add reports that you work with regularly to the My Favorite Reports category:
1. Click Reports | <Report Category>.
2. Select Favorite beside the report you want to add to the My Favorite Reports category.
Interacting with report charts
A report can include a chart that displays data graphically, provides built-in animation, and lets you interact
with the data. For example, the bars of a horizontal bar chart grow as the chart is drawn, or you can click
slices of a pie chart to highlight them.
You can rotate a pie or doughnut chart to get a better view of the data: click and drag the chart to its new
position.
Note: Chart gadgets on the dashboard also include charts.
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Dashboards
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Interactive dashboard
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Classic dashboard
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Interactive dashboard
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About the interactive dashboard
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Accessing the interactive dashboard
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Getting started with the interactive dashboard
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Selecting a dashboard
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Setting a default dashboard
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Creating a dashboard from a template
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Management dashboards
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Copying a dashboard
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Creating a new dashboard
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Modifying dashboard details
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Deleting a dashboard
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Setting up an interactive company dashboard
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Gadgets
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Templates
About the interactive dashboard
The interactive dashboard is a highly-customizable workspace where you control what information you need
to see to be effective in your job. Create multiple dashboards and gadgets by choosing the feeds, workflow,
and actions you want to drive from your workspace, or select predefined gadgets and dashboards from
templates. Choose feeds from Sage CRM, the Web or ERP systems using SData. Watch one gadget
change as you scroll through another, and drag and drop your gadgets to create the layout you want.
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Element
Description
1
(control bar)
Control bar lets you choose from the list of available dashboards, or
create your own gadgets, dashboards and templates. You can also
turn snap on or off (snap-to-grid for flexible dashboard layout),
access help, and switch to the classic dashboard page. The classic
dashboard is a legacy feature that's available for upgrade customers
only.
2
(gadgets)
Gadgets feed information from multiple data sources, internal and
external to Sage CRM, into your workspace.
You can perform tasks and actions from some of them, such as
logging a new case or progressing a sales opportunity through a
workflow. You can edit a gadget's properties from the gadget's
header. You can drag and drop gadgets, resize and overlap them.
You can also drag and drop columns within gadgets to create the
best workspace for your type of job and style of working.
Accessing the interactive dashboard
To access the interactive dashboard, click the My CRM | Dashboard tab. A welcome dashboard is
displayed.
The next time you access the Dashboard tab within the same user session, the interactive dashboard is
displayed, showing the last dashboard you were viewing.
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The next time you access the Dashboard tab in a new user session, one of the following is displayed:
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Your default dashboard, if you have one.
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If no default has been set, the most recently modified dashboard.
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If you have no personal dashboards, a dashboard which has been assigned to you by an Info
Manager or system administrator.
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If you have multiple dashboards assigned to you, the most recently modified dashboard is displayed.
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If you have no personal or assigned dashboards, then the default welcome dashboard is displayed.
Getting started with the interactive dashboard
This example assumes your system includes either the standard Sage CRM demo data, or at least one
dashboard template and one gadget template set up by an Info Manager or system administrator.
1. Click New Dashboard | Choose Template.
2. Highlight one of the dashboards in the list of templates.
3. Click OK.
4. Give the dashboard a name, and click OK.
5. Click New Gadget | Choose Template to add more predefined gadgets.
6. Click the edit pencil icon on the gadget's header to modify an existing gadget, or create your own
custom gadget from New Gadget | Create Gadget.
7. To set your new dashboard as your default dashboard, select the Dashboard drop-down arrow,
then click Dashboard Options. Highlight the dashboard you want to set as the default, click Set
Default, and then OK.
Selecting a dashboard
1. Click the My CRM | Dashboard tab and click the dashboard drop-down arrow. A list of dashboards
is displayed.
2. Select the dashboard you want to display.
Once the dashboard is displayed:
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If the dashboard selected has been created by someone else who has given you access to it, the
Status bar displays the message: "Dashboard Template – you must be an Info Manager or
Administrator to edit and save".
If you still want to modify the dashboard, click Create a copy. You can modify the copy as much as
you need.
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Setting a default dashboard
1. Click the My CRM | Dashboard tab.
2. Click the Dashboard drop-down arrow, and click Dashboard Options. If a default dashboard has
already been set, a check mark icon is displayed next to the current default dashboard.
3. To narrow down the list of Dashboards, use the Filter by text box.
This works on a "Begins with" basis. For example, type "a" and you get a list of dashboards and
categories beginning with the letter "a".
You can also modify your category names from this dialog. Highlight the category and click Modify
Category.
A category containing dashboards cannot be deleted. The No Category category can only be
modified by the system administrator via <My Profile> | Administration | Translations.
4. Highlight the dashboard you want to set as your default, and click Set Default. A check mark icon is
displayed next to the dashboard to show that the default dashboard is set. You can close the dialog
with the close (x) icon, or select and open the default dashboard by clicking OK.
5. Click OK. The default dashboard is displayed on your workspace. It is also displayed as the first
dashboard after your next logon, even if you have been working with other dashboards during your
last user session.
To clear a default dashboard, highlight the default dashboard and click Clear Default.
Creating a dashboard from a template
1. Click Dashboard | New Dashboard | Choose Template. The dashboards are grouped
alphabetically by category, and then alphabetically by dashboard within each category.
2. Use the Filter by field to narrow the list of dashboards.
This field works on a "Begins with" basis. For example, type "a" and you get a list of dashboards and
categories beginning with the letter "a".
You can also modify your category names from this dialog box. Highlight the category and click
Modify Category.
3. Highlight the dashboard you want to display on your workspace, and click OK. The Dashboard
Details dialog is displayed.
4. If you're a system administrator, you can access ready-to-use Management dashboards. For more
information, see Management dashboards.
5. Give the dashboard a name. You can also select a new category.
6. Click OK. The new dashboard is displayed on your workspace with the updated name and can be
modified to suit your needs. t
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To make the ready-to-use management dashboards available to other users, you must assign the users to
the management dashboard templates. For more information, see Assigning users to a dashboard
template.
Management dashboards
Note: To view Management dashboards and make them available to other users, the account you use
must have System Administrator rights.
There are two ready-to-use Management dashboards. Each dashboard includes configurable gadgets that
use Sage CRM data from across your organization.
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Dashboard
Description
Sales KPI for Managers
Displays key performance indicators to help you identify and measure
your organization's successful activities.
This dashboard includes the following gadgets:
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Monthly Sales Trends. Compares the value of sales won this
year with the value of sales won last year. It also shows the
number of opportunities that were won this year.
Actual vs Target. Shows the opportunity revenue that’s been
won as a percentage of forecasted sales.
Pipeline. Shows information about all currently open
opportunities grouped by stage.
Open Activities. Displays information about calendar entries for
a specific period such as demos, letters to be sent, and meetings.
At Risk Customers. Shows customers and leads who haven't
been contacted in over 90 days, or customers and leads in a
company that's greater than 90 days old who've never been
contacted. These customers are considered at risk of leaving
your company.
Won Deals Leaderboard. Displays the number of opportunities
that each sales rep has won.
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Dashboard
Description
Sales Metrics for Managers
Displays information to help you measure progress towards your
organization's goals.
This dashboard includes the following gadgets:
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Leads Generated by Source. Shows the number of leads in
your system according to how they were sourced.
Deals Lost to Competitors. Displays deals that your
organization was bidding on but lost to a competitor. The report is
based on the Competitor, Winner, and Reason for Loss fields
in each opportunity record.
Won vs Lost Deals. Shows opportunities that each sales rep
has won and lost in a specified period of time.
Average Deal Close Rate. Displays the amount of time
between a new opportunity being created and closed. The
information is grouped by sales rep.
Cross-sell Deals. Shows the number of cross-sell opportunities
created during a specific time period by each sales rep. A crosssell opportunity is one that's created when another opportunity
closes. For example, if you sell a computer, a cross-sell
opportunity could be to sell a maintenance plan for the computer.
Top Open Deals. Displays the number of current opportunities
that are in progress and greater than a specified value. The
information is grouped by company.
Tip: To include an opportunity in the Monthly Sales Trends, Actual vs
target, Won Deals Leaderboard, Deals Lost to Competitors, and
Won vs Lost Deals reports, the date in Closed on the opportunity
record must be within the relevant time period. For more information,
see Opportunity fields.
Copying a dashboard
You can copy a dashboard by either clicking Create A Copy from a dashboard template, or clicking Copy
within the Dashboard Options dialog.
To copy a dashboard from Dashboard Options:
1. Click Dashboard Options from the dashboard drop-down.
2. Highlight the dashboard you want to copy.
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3. Click Copy.
4. Click Modify to change the Name, Description, and Category of the copy, and Save.
5. Click OK to select the copied dashboard and make changes to the gadgets on it.
To create a copy of a dashboard template:
1. Make sure the dashboard you want to copy is displayed on your workspace.
2. Click Create a copy. The Dashboard Details dialog box is displayed. The default naming
convention for the copied dashboard is Copy of <copied dashboard name>.
3. Update the Name, Description and Category of the new dashboard.
The layout type (Fixed or Flexible) automatically copies the layout type from the source dashboard
and cannot be changed.
4. Click OK. The copied dashboard is displayed on your workspace. It is also available from your list of
personal dashboards via the dashboard drop-down list.
An Info Manager or system administrator can clone dashboard templates and user dashboards from
Dashboard Templates. For more information, see Working with dashboard templates.
Creating a new dashboard
1. Click My CRM | Dashboard | New Dashboard | Create Dashboard.
The Dashboard Details dialog box opens.
2. Set the layout type:
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Fixed. Gives you a three-column layout. You can drag and drop and rearrange gadgets
within a fixed format, extend the length of gadgets, and maximize them. If you regularly
switch between different screen resolutions during your day, it is recommended you work
with a Fixed layout.
Flexible. Lets you design your dashboard layout. Gadgets can overlap, be arranged
diagonally down your screen, and expanded width-ways.
Once selected, and the dashboard is on your workspace, you cannot change the layout type.
3. Enter the name, description and category for the dashboard. The dashboard name is a required
field. The category can be selected from the drop-down list, or you can create a new one by typing in
the Category field.
4. Click OK.
The Gadget Template dialog box opens.
5. Select the check boxes next to the gadget templates you want to display on your dashboard.
If you don't want to display any of the gadget templates, close the dialog box. The next step is
skipped.
You can go back and add gadget templates later by clicking New Gadget | Choose Template or
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by adding new gadgets from New Gadget | Create Gadget.
6. Click OK. The new dashboard is displayed on your workspace with the gadgets you selected.
Modifying dashboard details
1. Click Dashboard Options from the Dashboard drop-down.
2. Highlight the dashboard you want to modify, and click Modify.
3. Update the Name, Description, and Category.
4. Click Save.
5. Click OK.
The updated dashboard is displayed on your workspace. The details of Assigned and Template
Dashboards can only be modified by Info Managers or system administrators. This can be done from
Templates | Dashboard Templates, then follow the steps described above.
Deleting a dashboard
1. Make sure the dashboard you want to delete is not displayed on your workspace.
2. Click My CRM | Dashboard, and click Dashboard Options from the Dashboard drop-down.
3. Highlight the dashboard you want to delete, and click Delete.
Template and assigned dashboards can only be deleted by a system administrator or Info Manager. This
can be done from Template | Dashboard Templates.
Setting up an interactive company dashboard
Sage CRM provides a standard company interactive dashboard template, which is assigned to all users,
and can be modified by Info Managers. It works in the same way as the My CRM | Dashboard, but filters
gadget content to match the company context. For more information about the interactive dashboard, see
About the interactive dashboard
Company dashboards are only available from the Dashboard tab of a Company record.
You can create one or more of your own personalized Company dashboards, and then switch between
them to access different levels of company detail. Once you select a Company dashboard, the same
dashboard is displayed to you in the Dashboard tab of all companies, until you change it again.
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1. Make sure you're in the context of a company, and click the Dashboard tab.
2. If you use classic dashboards, switch to the interactive dashboard by clicking the interactive
dashboard link if you need to.
3. Click New Dashboard | Create Dashboard and add the gadgets you want. For more information,
see Gadget quick reference.
4. Set as your default dashboard by clicking Dashboard Options from the dashboard drop-down.
Changes to the Company dashboard don't affect the dashboards available from My CRM | Dashboard.
Gadgets
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Adding a gadget template to a dashboard
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Adding a new gadget to a dashboard
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Gadget quick reference
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Editing gadget content
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Linking gadgets
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Modifying gadgets
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Adding new data sources for gadgets
Adding a gadget template to a dashboard
Gadget templates are predefined by a system administrator or Info Manager. A user can select a gadget
template and add it to their dashboard. Once the gadget is on your dashboard, you can customize it to suit
your needs.
1. Make sure the dashboard you want to add the gadget template to is displayed on your workspace.
2. Click New Gadget | Choose Template.
The Gadget Template dialog box opens, showing a list of all gadget templates grouped by gadget
type.
3. Select the check box next to the gadget template that you want to display on your dashboard.
4. Click OK. The gadgets are displayed on your dashboard.
Adding a new gadget to a dashboard
1. Make sure the dashboard you want to add the new gadget to is displayed on your workspace.
2. Click New Gadget | Create Gadget.
Follow the steps in the wizard that opens.
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3. Select the type of gadget you want to add. For more information, see Gadget quick reference.
4. Complete the wizard. The new gadget is displayed on your dashboard.
Gadget quick reference
Gadget
Description
Calendar gadget
Drill into appointments, add quick appointments, scroll through your calendar, and
filter by appointment status.
Note: Quick appointments cannot be added on the Company dashboard tab.
Chart gadget
Display a report chart, drill into the associated report search criteria, run the full
report, and use built-in animation.
List gadget
View, filter, and carry out actions on lists. Can be linked to other list and record
summary gadgets for dynamic filtering.
Main menu item
gadget
Add multiple Sage CRM or web site icons to a single gadget. Sage CRM actions
include main menu actions such as Find Quote and New Lead.
Notification
gadget
View and drill into notification alerts, dismiss or snooze individual or all notifications.
Record summary
gadget
View a Sage CRM record’s summary page. Must be linked to a list gadget to display
data.
RSS feed gadget
Displays an RSS feed. User name and password details can be preset for feeds
requiring authentication.
SData list gadget
Work with records from SData-compliant ERP systems or from a Sage CRM
SData feed. Can be linked to SData List or SData Record Summary gadgets for
dynamic filtering.
SData record
summary gadget
View an SData record’s summary page. Must be linked to an SData list gadget to
display data.
Summary gadget
Link to multiple lists from a single gadget. Lists can be displayed as icons, summary
lists, or a pipeline graphic (for single lists).
Task list gadget
Drill into tasks, add a new quick task, filter by task status, and switch between daily,
weekly, and monthly task lists.
Note: Quick tasks cannot be added on the Company dashboard tab.
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Gadget
Description
Website Gadget
Type or paste in a web site address, or select a content block set up by the system
administrator.
Note: Not all web sites are compatible with this gadget, for example, web sites
which do not allow themselves to be embedded in other pages. An error
message is displayed once the gadget is on the dashboard.
The Web Site gadget can display a static URL. To define a static URL in the Web
Site gadget, the URL must begin with the text #crm_server#. The actual HTML files
must be placed in a folder off the WWWRoot folder. For more information, see
Website Gadget.
This format can also be used to link to third-party gadgets. For more information,
see the Developer Help in the Sage CRM Help Center.
Calendar gadget
To add a new calendar gadget to a dashboard:
1. Click Calendar from the Gadget Wizard.
2. Add a name and description for the gadget.
3. Click Finish.
Once the Calendar gadget is on your dashboard you can:
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Drill into an appointment by clicking the Action icon.
Add a new quick appointment.
Quick appointments cannot be added on the Company dashboard tab.
Scroll through your calendar.
Filter by appointment status. You can have multiple calendar gadgets on your dashboard. For
example, you might want one calendar which shows only pending appointments, and another which
shows all appointments.
Chart gadget
To add a new chart gadget:
1. Click Chart from the Gadget Wizard. A list of reports with charts is displayed.
2. Select the chart or report title from the list of report charts.
Use the Filter by field to narrow the list of charts. Filter by works on a "Begins with" basis.
3. Click Next.
4. Select a Default Action.
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dashboard. When you click the Action icon, the report's Display Options and Search Criteria page
opens.
Note: Cross-tabular and historical reports are not supported as sources for chart gadgets.
5. Select a Drill Down action.
Run Report adds a link to the report chart, which runs the full report. Default search criteria are
applied to the report if they exist.
To use the animation directly from the chart on the dashboard, ensure Default Action is set to
None - otherwise the full report is displayed. You can also access the animation from the full report.
6. Click Next.
7. Add a name and description for the gadget.
8. Click Finish.
Built-in animation means that you can watch charts grow as they are formed. You can also interact with
charts once they are drawn. For example, highlighting slices and rotating pie charts. For more information
on working with charts, see Running a report.
Some charts are displayed differently when you view your dashboard on iPad; a pyramid changes to a
doughnut, and a funnel changes to a bar chart.
List gadget
1. Click List from the Gadget Wizard. A list of entities is displayed.
2. Select an entity to base your gadget on and click Next. A list of data sources, grouped by type
(Group, Report, Saved Advanced Find, Saved Search) is displayed.
3. Use Filter by to narrow the list; the filter works on a "Begins with" basis.
4. Select the data source to base your gadget on and click Next. A list gadget can use dynamic groups,
report definitions, saved searches, and Advanced Find definitions.
5. Select the columns to display or select Select All.
6. To change the number of records to display per gadget page from the default (10), enter a value in
No. Of Rows, and click Next.
7. Select a Default Action.
Go to List or Report displays an Action icon ( ) in the gadget header when the gadget is on the
dashboard. Click the icon to drill into the report search criteria page (for report data sources) or
associated list of a saved search, advanced find, or group data sources.
Note: Cross-tabular and historical reports are not supported as sources for list gadgets.
8. Select a Drill Down action to add a column displaying an icon beside each record in the gadget.
Click the icon to launch the action.
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Go To Summary Screen. Opens the summary screen of the selected record.
LinkedIn Search. Searches in LinkedIn using the Person Last Name and/or Company
Name field values in Sage CRM. The user must have a LinkedIn account, and will be prompted
to logon the first time they use the action.
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New Appointment. Creates an appointment, using the context details of the selected record.
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New Task. Creates a task, using the context details of the selected record.
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New Email. Creates an email, using the context details of the selected record.
9. Select Display Workflow Anchor Column, if it's available, to add an Action column to the gadget.
When you click the icon in the Action column, the workflow actions relating to the current record
can be launched.
10. Click Next.
11. Add a Name and Description for the gadget, and click Finish.
Once the List gadget is on your dashboard you can use the Filter by drop-down list and field to narrow the
selection further. The Filter by field returns data containing the text entered. You can filter by any string
(character) type of field, which is displayed on the gadget. You cannot filter by numeric or date/time fields.
Main menu item gadget
To add a new main menu item gadget:
1. Click Main Menu Item from the Gadget Wizard.
2. Select one of the following opitons from the left-hand drop-down field:
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CRM. Provides access to the next field as a drop-down list containing main menu items. Click
the main menu item and add a name for the link.
URL. Type the web address (use the format http://www.domain.com or
https://www.domain.com) and a name for the link.
3. Click Next.
4. Add a name and description for the gadget.
5. Click Finish.
Notification gadget
To add a new notification gadget to a dashboard:
1. Click Notification from the Gadget Wizard.
2. Add a name and description for the gadget.
3. Click Finish.
Once the Notification gadget is on your dashboard you can:
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Drill into an appointment by clicking the appointment details.
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Dismiss or snooze individual or all notifications.
Record summary gadget
To add a new record summary gadget:
1. Click Record Summary from the Gadget Wizard. A list of entities is displayed.
2. Click an entity to base your gadget on from the list.
3. Click Next. A list of record summary blocks is displayed.
4. Click a block to base your gadget on.
5. Click Next.
6. Add a name and description for the gadget.
7. Click Finish.
The record summary gadget displays content when it is linked to a list gadget. For more information, see
Linking gadgets.
RSS feed gadget
To add a new RSS feed gadget:
1. Click RSS Feed from the Gadget Wizard.
2. Type or paste the Web Address for the feed. Use the format http://www.domain.com or
https://www.domain.com.
3. Select the Authentication check box to specify the user name and password for a feed requiring
authentication. Setting the authentication on the gadget prevents the user from being prompted for
logon details each time the secure feed is accessed.
4. Click Next.
5. Add a name and description for the gadget.
6. Click Finish.
SData list gadget
To add a new SData list gadget:
1. Click SData List from the Gadget Wizard.
2. Select one of the following:
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Sage CRM SData feed. Creates a gadget based on data from Sage CRM's internal SData
feed.
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Pre-configured SData feed. Creates a gadget based on an existing SData feed to surface
data from an SData-compliant ERP system. The pre-configured SData feed is set up by an
Administrator or Info Manager in Template | SData Feed Templates.
Custom SData feed. Creates a gadget based on an SData schema URL, which you type in
yourself. Type a valid SData schema URL to get information about the data sources available
from the provider in the Web Address field.
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A valid SData schema URL takes the format:
http(s)://<ServerFQDN>:<PortNumber>/sdata/
<Application>/<Contract>/<Resource>/$schema
Where <ServerFQDN> is the fully qualified domain name of the Sage CRM server, for
example server.mydomain.com.
For more information on constructing custom SData feeds, see the Developer Help in
the Sage CRM Help Center.
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Set up the user name and password for a feed requiring authentication. Setting the
authentication on the gadget prevents the user from being prompted for logon details
each time the secure feed is accessed.
After the gadget has been saved, feeds added in the Custom section will be available
as pre-configured feeds to the user who added the feed.
3. Click Next.
4. Click an entity to base your gadget on from the list. The list of entities displayed is defined in the
SData Schema.
5. Click Next.
6. Select the check box next to the columns you want to display on the gadget, or click Select All. The
columns within each entity are defined in the SData Schema.
7. Click Next.
8. In Step 4 of the wizard, click Include/Exclude, the field to filter on, the operator, and the value to
filter by.
For example, Include Invoices where Status Is Equal To Overdue.
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The operators available change depending on the field type selected. Enter the value as a
drop-down selection or free text. The format of some fields, for example dates, depends on
how the data is supplied in the feed.
If the full field name from the feed is too long to display in field drop-down, an ellipsis (...) is
displayed in the middle of the field. Hovering over the field name shows the full name.
A maximum of five filter rules can be added to a gadget. All filters are combined using an
ANDoperator. This means that an SData gadget with multiple filters returns data, which meets
all the filter criteria. For example, Include Invoices where Status Is Equal To Overdue AND
Include Invoices where Payment Terms Is Equal To 30 days.
9. Click Next.
10. Add a name and description for the gadget.
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11. Click Finish.
Once the SData List gadget is on your dashboard you can:
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Drill into and edit the data using the drill-down icon in the left-hand column. The record details are
displayed in the SData Navigator.
Use the Filter by drop-down list and field to narrow the selection further. The Filter by field returns
data containing the text entered. You can filter by any string (character) type of field, which is
displayed on the gadget. You cannot filter by numeric or date/time fields.
Link the gadget to another SData List gadget or to an SData Record Summary gadget.
Working with the SData navigator
The SData navigator parses all the fields and corresponding data of the selected SData gadget row, and
displays this data in the right-hand property table. The title of the property table is the entity fields of the entity
<SData gadget row entity name>.
The SData navigator also parses all the related entity links of this row in the SData gadget, for example,
phone numbers related to an account.
SData record summary gadget
To add a new record summary gadget:
1. Click SData Record Summary from the Gadget Wizard.
2. Select from Sage CRM SData feed, Pre-configured SData feed, or Custom SData feed. For more
information, see SData list gadget.
3. Click Next.
4. Click an entity to base your gadget on from the list.
5. Click Next.
6. Click the check box next to the columns you want to display on the gadget, or click Select All. The
columns within each entity are defined in the SData Schema.
7. Click Next.
8. Add a name and description for the gadget.
9. Click Finish.
The SData record summary gadget displays content when it is linked to an SData list gadget. For more
information, see Linking gadgets.
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Summary gadget
1. Click Summary from the Gadget Wizard. A list of data sources is displayed.
2. Use the left and right arrow buttons to select the data sources for your gadget. Use the Filter by
field to narrow the available data sources list. The Filter by field works on a "begins with" basis.
3. Click Next. If you only selected one data source, then Step 2 of the gadget displays a Group by
drop-down field.
4. Select the display options for the gadget. For a multiple data sources, select Icons View or List
View. For a single data source you can also select Pipeline View.
5. Click Next.
6. If you only selected one data source, select the Drill Down option from the drop-down field. Go To
List Or Report displays an Action icon in the gadget header once the gadget is on the dashboard.
Clicking on the Action icon ( ) drills into either the report search criteria page (for report data
sources) or to the associated list of a saved search, advanced find, or group data sources.
If you selected multiple data sources you can drill down by clicking the summary list or icon once the
gadget is on the dashboard. The drill down from the summary list or icon is either into the report
search criteria page (for report data sources) or to the associated list of a saved search, advanced
find, or group data sources.
7. Click Next.
8. Add a Name and Description for the gadget.
9. Click Finish.
Task list gadget
To add a new task list gadget to the dashboard:
1. Click the My CRM | Dashboard tab.
2. Click Modify Dashboard | Add New Gadget.
3. Select the Task List gadget.
4. Add a name and description for the gadget.
5. Click Finish.
Once the Task List gadget is on your dashboard you can:
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Drill into a task by clicking the Communication Action icon.
Add a new quick task.
Quick appointments cannot be added on the Company dashboard tab.
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Filter by today, this week, this month, and this year.
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Filter by task status.
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Customize the column layout by dragging and dropping or clicking the drop-down arrow next to the
column heading.
Link the gadget to other task list, list, or record summary gadgets. For more information, see Linking
gadgets.
Website Gadget
To add a new website gadget:
1. Click Web Site from the Gadget Wizard.
2. Type or paste the web address. Use the format http(s)://www.website.com.
Alternatively, select a content block, which has been predefined by the system administrator.
Not all web sites are compatible with this gadget, for example, web sites which do not allow
themselves to be embedded in other pages. An error message is displayed once the gadget is on
the dashboard.
3. Click Next.
4. Add a name and description for the gadget.
5. Click Finish.
The Web Site gadget can display a static URL. To define a static URL in the Web Site gadget, the URL must
begin with the text #crm_server#. The actual HTML files must be placed in a folder off the WWWRoot
folder. A system administrator with access to this folder can help you do this.
Example
Description
#crm_
server#/StaticContent/abcd.html
Relates to a file named abcd.html in a
folder created off the WWWRoot folder
called StaticContent.
This format can also be used to link to
third-party gadgets. For more
information, see the Developer Help in
the Sage CRM Help Center.
#crm_
server#/StaticContent/#language#/
ecosystem/CommunityLinks.htm
Relates to a folder created off the
WWWRoot folder called
StaticContent, which contains an
optional placeholder that picks up the
language of the user.
Editing gadget content
To edit a gadget which is already on a dashboard:
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1. Click the Edit icon in the gadget header. The first step of the gadget wizard for the current gadget is
opened.
2. Make the changes to gadget.
3. Click Finish. The updated gadget is displayed on the dashboard.
Linking gadgets
Available on List, Task List, Record Summary, SData, and Third-party (added via the Web Site gadget)
gadgets. List and Task List gadgets can be linked to each other or to Record Summary gadgets for dynamic
filtering. SData gadgets can be linked to each other. Third-party gadgets can be linked to each other, or to
List and Record Summary gadgets.
List, SData, and third-party gadgets can send or receive data from other gadgets. In other words, they can
set the filter or be filtered by other gadgets. Record summary gadgets can only be receivers. A gadget can
have many concurrent links with other dashboard gadgets.
Before linking an SData gadget, please note the following:
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An advanced (system administrator) level of understanding of the SData feed source (i.e. Sage
CRM or ERP system) is required to set up some links between SData gadgets. For example, while
the SData schema may make the fields available to set up a link between two columns such as
"opportunity priority" and " case priority", it will not result in data filtering from one gadget to another.
Likewise, care must be taken when linking gadgets via ID fields. For example, if you're trying to filter
a person list by company, then linking an SData company list gadget to an SData person list gadget
using comp_companyid and pers_channelid will not work. This is because there is no real
correlation between an identifier (ID) of a Company and the ID of the Channel (team), which a
Person record is associated to. Such a link therefore does not make sense. Using comp_
companyid and pers_companyid will work.
To link a gadget:
1. Click the dashboard you want to link gadgets on.
2. Make sure you have at least two gadgets on your dashboard. For example, a list gadget based on a
company data source, and a list gadget based on an opportunity data source.
3. Click the Links icon on any one of the gadgets that you want to link, for example, the company list
gadget. The Gadget Linking dialog box is displayed.
4. Click New Link. The top half of the Link information dialog shows the gadgets you want to link. The
gadget where you selected the Links icon from is already selected. For example, the company list.
5. Set the drop-down to either Sends Data To or Receives Data From.
Record Summary gadgets can only "receive data from" other gadgets. For this example, select
Sends Data To.
6. Click the gadget to link to from the right-hand drop-down. For example, the opportunity list.
7. In the lower half of the dialog, the left-hand list shows all the fields from the first gadget that you can
link. For example, Company (Company ID).
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8. The right-hand list shows the fields from the gadget on the right-hand side of the dialog that you can
link, based on the selection already made. For example, Company (Company).
9. Click OK. Click Close to exit the Gadget Linking dialog. The opportunities list gadget is filtered as
you click through the company list gadget. The gadget header changes to show the current filter. To
edit the current links on a gadget, click the Links icon in the gadget header.
Example 1: Sending data from a single gadget to multiple gadgets
This example illustrates how to set up links and send data from a Company List gadget to Case List,
Opportunity List, and Company Record Summary gadgets.
In this example, the Company List gadget is the sender, and the other gadgets are the receivers. This
relationship should not be confused with parent and child record relationships. An opportunity list could just
as easily be the sender and a company list a receiver. Scrolling on the opportunity list would then filter the
company list.
When the user scrolls through the list of companies, the opportunity and case list gadgets, and the company
summary gadget are all filtered by the selected company.
Example 2: Sending data from two gadgets to a single gadget
This example illustrates how to send data from two different Opportunity List gadgets to one Opportunity
Summary gadget. Links can be set up from an opportunity summary gadget (Opportunity Summary), to an
opportunity list gadget for an individual user (My Opportunities), and to an opportunity list gadget for a team
(Team Opportunities).
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In this example, both opportunity list gadgets are senders, and the summary gadget is the receiver. This can
save you space on your dashboard, as you can easily toggle the view on a single receiver gadget between
the two sender gadgets.
When the user scrolls through their own list of opportunities, the summary gadget shows the details of each
of their own opportunities. Click over to the list of team opportunities and scroll through - the summary
gadget show the details of each of the team's opportunities.
Example 3: Linking two gadgets
You can link an SData List gadget (Quotes List - using quot_orderquotid) to another SData List gadget
(Quote Items - using quit_orderquoteid) , and then link each of those list gadgets to their corresponding
SData Summary gadgets (Quote Summary and Quote Items Summary - again using quot_orderquotid
and quit_orderquoteid respectively) .
In this example Sage CRM SData feeds are used. Links using feeds from SData-compliant ERP systems
are set up in the same way - for example, a list of Accounts linking to multiple gadgets showing orders,
invoices, revenue, and revenue per financial period.
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When the user scrolls through the list of quotes, the quote items gadget shows the line items relating to the
quote, and the quote summary gadget shows the details of the quote. Click over to the list of quote items and
scroll through - the quote items summary gadget show the details of the selected line item.
Modifying gadgets
Gadgets can be modified by:
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Using the icons on the Gadget Header.
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Changing the column layout directly from the gadget (for list gadgets).
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Changing the gadget in the gadget library (Info Managers and system administrators only). For
more information, see Modifying a gadget template.
The gadget header displays a number of icons.
Left to right, these are:
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Action. Available on List, Summary, and Chart gadgets if a Drill Down option was selected in the
gadget wizard. The Drill Down option Go To List Or Report drills into either the report search
criteria page (for gadgets using reports as the data source) or to the associated list (Search,
Advanced Find, or Group) of Saved Searches, Advanced Find, or Group data sources.
Link. Available on List, Task List, Record Summary, and SData List and SData Record Summary
gadgets. List and Task List gadgets can be linked to each other or to Record Summary gadgets for
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dynamic scrolling. SData gadgets can be linked to each other. For more information, see Linking
gadgets.
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Edit. Opens the first step of the gadget wizard for the current gadget.
Enable/disable resizing and dragging. Fixes the position and size of the gadget. Available in
flexible dashboard layout only. Toggles the resize icon in the lower right-hand corner of the gadget
with a pin icon. When gadgets are moved around in flexible layout you can also toggle a snap-to-grid
link (Turn Snap On/Off) from the control bar. When this is on, gadgets resize and align to a grid to
the nearest 20px.
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Minimize. Displays the gadget header.
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Maximize. Opens the gadget to size of the dashboard workspace.
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Close. Deletes the gadget from the dashboard. Cannot be undone.
The SData gadget header includes an additional header icon on the far left, Select columns.
To change the column layout on a List, Task List, or SData List gadget you can use any of the following
options:
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Drag and drop the columns to the desired layout.
Switch the sort order between ascending and descending, by clicking the current sort order column
heading.
Click the drop-down arrow next to any column heading and select Columns. A sub-menu of all
columns available is displayed. Select the check box next to the columns you want to add or remove.
Select the Action check box to display the Workflow Anchor Column.
Adding new data sources for gadgets
You can make new data sources available to you in the gadget wizard by creating new reports, groups,
advanced finds, and saved searches in the normal way in Sage CRM. You can also add new data sources
from SData feeds, which have been pre-defined by users with Info Manager or Administrator rights.
To find out more about these types of data sources, see the following:
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Groups
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Reports
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Using Advanced Find
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Adding an SData feed template
When working with data sources for the interactive dashboard, please note:
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The interactive dashboard does not support key attribute data. For this reason, you cannot use
reports that provide key attribute data as data sources for the interactive dashboard gadgets.
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The report data sources are grouped in the interactive dashboard by the entity selected in the report
source view, not the report category. Data sources from cross-tabular or historical type reports are
not included in List or Chart gadget report data sources.
Users must be given access to Enterprise Reports in <My Profile> | Administration | Users to be
able to view data on gadgets based on Report data sources.
For group data sources to be displayed in the dashboard the group type must be set to Dynamic
Group.
Take care when deleting data sources. For example, a gadget using a group data source will no
longer show any data if that group is deleted.
Private group data sources are not available when setting up template gadgets.
You can use Advanced Find as the data source for a gadget on the Interactive Dashboard to expose
data that might otherwise be difficult to access, in a format that let's you perform your business
actions. For example, as a Customer Service representative, you can create an Advanced Find
search to retrieve all communications that are linked to your cases. Use the clause Communication :
Communication Case ID <> with a blank Value to find all not null records AND the clause Company
: Account Manger = <your user name>. You can save the search and use it as a data source for a
list gadget to display support issue communications that help you resolve your cases.
Templates
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Working with dashboard templates
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Adding a dashboard template
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Assigning users to a dashboard template
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Modifying a dashboard template
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Deleting a dashboard template
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Managing user dashboards
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Adding a gadget template
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Modifying a gadget template
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Deleting a gadget template
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Adding an SData feed template
Working with dashboard templates
Note: The account you use must have Information Manager rights.
Dashboard Templates are accessed via Template | Dashboard Templates. Once in Dashboard
Templates with the Properties tab active, you can manage all the template and user dashboards using the
following fields, buttons and tabs:
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Field or Button
Description
Filter by
Searches template or user dashboards and categories using a "Begins with"
search.
Template
Displays a list of all template dashboards.
User
Displays a list of all user dashboards.
New
Adds a new dashboard template.
Modify Details
Changes the name, description and category of a template or user dashboard. The
"No Category" category cannot be modified from the Dashboard interface, however
a system administrator can modify the category name from <My Profile> |
Administration | Customization | Translations (Caption Family LandingPage,
Caption Code BlankCategory).
A category containing dashboards cannot be deleted.
Clone
Copies a template or user dashboard as a template.
Delete
Deletes a template or user dashboard.
Modify Gadgets
Adds, removes, modifies gadgets on a template or user dashboard.
Assigned Users
Assigns users and teams to a template. The Assigned Users tab is active when
you select a dashboard template.
Adding a dashboard template
Note: The account you use must have Information Manager rights.
1. Click the My CRM | Dashboard tab.
2. Click Template | Dashboard Templates | New.
3. Set the type to Flexible (default) or Fixed layout. The type cannot be switched once the dashboard
has been added.
4. Add a name, description, and category to the template.
5. Click Save.
The template dashboard is displayed in the list of templates. You can open the new template and add
gadgets to it by clicking Modify Gadgets.
Assigning users to a dashboard template
Note: The account you use must have Information Manager rights.
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1. Click Templates | Dashboard Templates.
2. Ensure Template is selected.
3. Highlight the dashboard you want to assign users to.
4. Click the Assigned Users tab.
5. Click the Assign button to populate the list of users and primary teams.
6. Use the Filter by field to search for users or teams. This is a "Begins with" search.
7. Select the check boxes next to the users and/or teams that you want to assign the template
dashboard to.
8. Click Assign. A check mark icon is displayed next to each assigned user or team. Each assigned
user or member of the assigned team can access the dashboard from the dashboard drop-down.
A user added to a team at a later date automatically gets access to all dashboards already assigned to their
team.
Modifying a dashboard template
Note: The account you use must have Information Manager rights.
1. Click the My CRM | Dashboard tab.
2. Click Template | Dashboard Templates.
3. Ensure Template is selected.
4. Highlight the dashboard you want to modify.
5. Click Modify Details to change the name, description, or category of the dashboard.
6. Click Modify Gadgets to change the gadgets on the dashboard. The template dashboard is
displayed with a message that changes may affect other users.
Any users assigned to the template will see the changes next time the assigned dashboard is accessed.
While you're working on new templates, you may find it useful to create a new category of dashboards called
"Drafts" or similar. This makes it clear to other users that these dashboards are "work-in-progress".
Deleting a dashboard template
Note: The account you use must have Information Manager rights.
1. Click Template | Dashboard Templates.
2. Ensure Template is selected.
3. Highlight the dashboard you want to delete.
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4. Click Delete. A message is displayed asking you to check for assigned users, and informing you that
this action cannot be undone.
5. Click OK to delete the dashboard template. The dashboard template is removed from the
Dashboard Templates list and from the dashboard lists of all assigned users. If a user was in the
middle of working with an assigned dashboard, they can continue to do so until they navigate away
from that dashboard.
Managing user dashboards
Note: The account you use must have Information Manager rights.
1. Click the My CRM | Dashboard tab.
2. Click Template | Dashboard Templates.
3. Ensure User is selected. A list of all user dashboards is displayed, grouped by user.
4. Highlight the dashboard you want to view, modify, or delete.
5. Select the action to carry out on the user dashboard. For example, click Modify Details to change
the category that the dashboard is stored under.
6. Click Save.
This feature can be useful if a user has added content to their dashboard which is preventing them from
logging on to Sage CRM.The system administrator can delete the user dashboard (without opening it), so
that the user can regain access to Sage CRM.
Adding a gadget template
Note: The account you use must have Information Manager rights.
1. Click the My CRM | Dashboard tab.
2. Click Template | Gadget Templates | New.
3. Select the type of gadget you want to add. For more information, see Gadget quick reference.
4. Complete the gadget wizard steps. The new gadget is displayed in the gadget templates list and is
available for selection by users.
Modifying a gadget template
Note: The account you use must have Information Manager rights.
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1. Click Template | Gadget Templates.
2. Highlight the gadget you want to modify.
3. Click Modify. The first step of the gadget wizard for the current gadget is opened.
4. Make the changes to the gadget.
5. Click Finish. The updated gadget is displayed in the gadget templates list and is available for
selection by users.
Changes to gadget templates only affect the gadget template itself, not any instances of the gadget on
template, assigned, or personal dashboards.
Deleting a gadget template
Note: The account you use must have Information Manager rights.
1. Click the My CRM | Dashboard tab.
2. Click Template | Gadget Templates.
3. Highlight the gadget you want to delete.
4. Click Delete Gadget. A warning message is displayed informing you that this action cannot be
undone.
5. Click OK to delete the gadget. The gadget is removed from the gadget templates and is no longer
available for selection by users.
Deleting a gadget template only removes the instance of the gadget from the gadget templates list, and not
any instances of the gadget on template, assigned, or personal dashboards.
Adding an SData feed template
Note: The account you use must have Information Manager rights.
1. Click the My CRM | Dashboard tab.
2. Click Template | SData Feed Templates | New.
3. Enter a short description for the feed in the Feed Name field.
4. Type a valid SData schema URL in the Feed URL field.
A valid SData schema URL takes the format:
http(s)://<ServerName>:<PortNumber>/sdata/<Application>/<Contract>/<Resource>/$schema
For more information on constructing custom SData feeds, see the Developer Help in the Sage
CRM Help Center.
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5. Set up the user name and password for a feed requiring authentication. Setting the authentication
on the gadget prevents the user from being prompted for logon details each time the secure feed is
accessed.
6. To assign teams or users to the SData feed, click the Assigned Users tab.
7. Select the check boxes next to the users and/or teams that you want to assign the SData feed
template to.
8. Click Save.
Each assigned user or member of the assigned team can access the SData feed from Step 1 of the SData
gadget wizard.
Classic dashboard
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What is the classic dashboard?
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Setting up a new classic dashboard
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Changing content directly from the classic dashboard page
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Editing classic dashboard details
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Modifying classic dashboard content
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Adding saved searches to a classic dashboard
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Adding favorite reports to a classic dashboard
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Adding report charts to a classic dashboard
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Setting up a classic company dashboard
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Modifying the content of the classic company dashboard
What is the classic dashboard?
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
The classic dashboard is a customizable page that contains information most relevant to your daily work.
For example:
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A snapshot of companies you most often work with.
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A list of high priority cases assigned to you.
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Outstanding appointments.
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A list of recently viewed leads.
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A pie chart of opportunities by territory.
You can define:
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What information you want on your page based on a predefined list of content.
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A preference for displaying the Dashboard tab as the first page you see after logging on.
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More than one dashboard in Sage CRM.
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Your default dashboard.
Setting up a new classic dashboard
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
1. Click My CRM | Dashboard.
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If the system administrator has not set up a standard dashboard, the Dashboard Details
page is displayed.
If a standard dashboard has been set up, then the Dashboard page displays the content
from the default dashboard. If this is the case, click New Dashboard to create a new
dashboard.
If multiple dashboards already exist, but no default has been set, then the system displays
the first dashboard in the drop-down list. If this is the case, click New Dashboard to create a
new dashboard.
If you're viewing an interactive dashboard, click Classic Dashboard, then add the new
dashboard.
2. Enter a name for the new dashboard. If a dashboard with the same name already exists, a warning
prompt is displayed, however you can still add a new dashboard with the same name as an existing
dashboard.
3. Select Set As Default to make this the default dashboard. Set As Mobile Dashboard makes the
dashboard available on mobile devices.
4. Click Continue. The Dashboard Content page is displayed.
The Dashboard Content page is divided into the Available Content panel and the Selected
Content panel.
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Click Add next to the item in the Available Content list to add it to the Selected Content
panel.
Use the Filter By drop-down list to narrow down the list of all content to view content by
area, for example, all content related to Opportunities.
Use the Blocks radio buttons to filter the list of all content to view content by narrow or wide
widths. The system administrator is responsible for defining the width of the content.
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5. Select and add the content to the Selected Content panel.
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To remove a selected content item, highlight the item in the Narrow or Wide content list, and
click the Remove button to the right-hand side of the Narrow or Wide content list.
You can also remove a selected content item by clicking the Remove button next to the item
in the Available Content panel.
To change the order of a selected content item, highlight the item, and click the up and down
arrows to the right-hand side of the Narrow or Wide content list.
Narrow columns are displayed by default on the left-hand side of the Dashboard page. You
can switch this by selecting the Right radio button at the top of the Select Content panel. If
only wide content is selected, it is displayed spanning the whole width of the Dashboard
page.
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The double arrows move a content item to the top or bottom of the list of Selected Content.
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Click Clear to clear all the selected content in the Narrow or Wide content list.
6. Click Save. The new dashboard is displayed.
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The Dashboard toolbar is displayed in the top left-hand side of the Dashboard page,
showing the dashboard you created in the drop-down list.
You can use the Dashboard toolbar to set up another dashboard, modify the existing
dashboard, and switch between existing dashboards. To print your dashboard, click Print.
You can set the Dashboard page to be the first page you see when you logon to Sage CRM by selecting
Dashboard from the Log Me Into field on <My Profile> | Preferences.
Changing content directly from the classic
dashboard page
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
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You can minimize, restore, or remove dashboard content by clicking the icons in the top right-hand
corner of the content panel.
You can change the columns that appear on content panels, and reduce the size of wide content
panels, where you see the Customize Columns icon in the top right-hand corner of the content
panel.
If you remove columns on a content panel, they will stay hidden, even if you remove the entire
dashboard content panel, and replace the content panel later on. To unhide columns, click the
Customize Columns icon and check the boxes next to the hidden columns.
When a list of content is longer than 10 records, or longer than the Grid Size set in <My Profile> |
Preferences, then a View All option is available. Click it to view all the records of this content panel
in a new browser window.
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When a Calendar or Tasks list includes more than 10 records, or is longer than the Grid size set in
<My Profile> | Preferences, then a View Calendar option is available. Click it to access the
Calendar tab.
Editing classic dashboard details
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
Click Edit Dashboard Details to change the dashboard name or the default settings:
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To return to the Dashboard page, click Save.
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To display the Dashboard Content page, click Continue.
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To reset a standard Dashboard to the system default, click Reset Standard Dashboard.
When you edit a standard Dashboard, you're making your own personal version of the Dashboard.
This doesn't affect other users' standard Dashboards in any way.
To delete a Dashboard, click Delete.
You can only change the name of a dashboard, or delete a dashboard that you have created. You cannot
change the dashboard name of or delete a standard dashboard created by your system administrator.
Modifying classic dashboard content
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
1. Click My CRM | Dashboard.
2. Click the dashboard you want to modify from the drop-down list at the top of the page.
3. Click the Modify Dashboard icon. The Dashboard Content page is displayed.
4. Modify the content.
5. Click Save. The modified dashboard is displayed.
Adding saved searches to a classic dashboard
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
All users can set up saved searches. Saved Searches can then be selected from the list of Available Content
to display on a dashboard.
To make a saved search list available on the dashboard:
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1. Set up a saved search. For example, all companies in the city of New York.
2. Click My CRM | Dashboard, and click Modify Dashboard. The Dashboard Content page is
displayed.
3. Click the Saved Search category from the Filter By drop-down list. The saved search you created
is displayed in the list of Available Content.
4. Click the Add button next to the saved search you created.
5. You can also select Saved Search Summaries from the Available Content list. This displays a
count of the number of records in each of your saved search.
6. Click Save. The dashboard page is displayed, showing the Saved Search list you created.
Adding favorite reports to a classic dashboard
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
All users with access to Reports, can select reports they run frequently as "favorite" reports. These reports
can be run from the dashboard if the Favorite Reports content item is selected.
To run a favorite report from the dashboard:
1. Make sure you have at least one report set as a Favorite report.
2. Click My CRM Dashboard, and click Modify Dashboard.
The Dashboard Content page is displayed.
3. Click the Other category from the Filter By drop-down list.
4. Click Add next to the Favorite Reports content item.
5. Click Save. The dashboard page is displayed. The Favorite Reports content panel is displayed on
the dashboard with all of your favorite reports.
6. Click the report you want to run. The report Display Options are displayed in a new window.
7. Confirm the Display Option, for example, Screen, and click Go.
The report output is displayed in a new browser window.
Adding report charts to a classic dashboard
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
The account you use must have Info Manager rights.
Users with Information Manager security rights can create new reports and modify existing reports. If
Available On Dashboard is selected in the Chart Options panel of the Report Options, Step 2 of 2 page,
the chart is displayed for selection by the user in the Report Charts category on the Dashboard Content
page.
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1. Edit an existing report, and navigate to the Chart Options panel on the Report Options, Step 2 of 2
page.
2. Select the Available On Classic/Interactive Dashboard check box on the Chart Options panel,
and complete the other Chart Options fields. This checkbox isn't available on the Chart Options
panel of Historical reports.
3. Click Save.
4. Click My CRM | Dashboard, and click Modify Dashboard. The Dashboard Content page is
displayed.
5. Select Report Charts in Filter By.
6. ClickAdd next to the Report chart you added. If the Report Chart comes from a report with multiple
saved searches, then a Report chart panel is available for selection for each saved search and for
the full report.
7. Click Save. The dashboard page is displayed. The report chart is displayed on the dashboard. You
can click the View Full Report In New Window icon to view more of the report. This icon isn't
available on "standalone" chart content panels. These can be identified in the content lists by the
prefix Chart.
Built-in animation means that you can watch charts grow as they is formed. You can also interact with charts
once they are drawn – for example, highlighting slices and rotating pie charts. For more information on
working with charts, see Running a report.
Setting up a classic company dashboard
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
The Dashboard tab within the Company context can be used to display a management overview of
customer information. Once a Company dashboard is set up, the same dashboard will be available from the
Company context page of all companies.
1. Within the context of a company, click the Dashboard tab.
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If the system administrator has not set up a standard company dashboard, the Dashboard
Content page is displayed.
If a standard Company dashboard has been set up, then the Dashboard page is displayed,
showing the content from the standard company dashboard. If this is the case, click Modify
Dashboard to review the existing content.
2. In the Available Content panel, click Add beside the content panels you want to add to the
dashboard. The selected content is listed in the Selected Content list.
3. Click Save. The Company Dashboard is displayed.
Click Reset Standard Dashboard to revert to the Standard Company Dashboard, set up by the system
administrator.
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Modifying the content of the classic company
dashboard
Note: The classic dashboard is a legacy feature that's available for upgrade customers only.
1. Within the context of a company, click the Dashboard tab. The Dashboard page is displayed
2. Click Modify Dashboard. The Dashboard Content page is displayed.
3. Make the changes you require.
4. Click Save. The Company Dashboard page is displayed with the changes you made.
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Telephony
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Outbound call handling
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Computer telephony integration (CTI)
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Outbound call handling
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Introduction to outbound call handling
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Setting up outbound call handling
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Outbound call handling buttons
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Outbound call handling tabs
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Accessing outbound calls
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Working with outbound calls
Introduction to outbound call handling
The Outbound Call Handling module automates outbound phone-based telemarketing campaigns.
Outbound call handling is tailored specifically to high volume telemarketing activities, where calls are not
preallocated to individual users and a Communication record is only created when a successful contact is
made.
The advantages include:
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Your personal calendar list isn't cluttered with hundreds of campaign-based telephone calls.
Your quota of campaign calls isn't overlooked if you're out sick or allocated to work on a different
project for the day.
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More efficient handling of repetitive calls via Got Through and Get Next Call buttons.
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In a CTI environment, outbound call handling is automatically CTI-enabled.
The person who manages marketing campaigns in your organization is typically responsible for setting up
outbound call lists. They require special security rights to do this. Contact your system administrator for more
details.
Setting up outbound call handling
Note: The account you use must have Information Manager rights.
To set up Outbound Call Handling for a campaign, you need to do the following:
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Create an Outbound Call wave activity.
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Create a Outbound Call list.
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Creating an outbound call wave activity
Note: The account you use must have Information Manager rights.
When you run the outbound call list, it displays the introductory message that the customer service
representative will say when talking with the customer. Merge fields can be used in this introductory text (for
example, #pers_firstname#) so that the introductory text can be specific to the person you're making the call
to.
Call lists are associated with campaign wave activities and are set up from the Wave Activity page by
selecting the Wave Activity Type Outbound Call. When this Type is selected, two new panels are displayed
to add the Outbound Call details, and associated workflow buttons to schedule the calls are displayed when
the page is saved. These steps assume you have already set up a campaign and campaign waves.
1. Click Marketing, then the Campaign List tab.
2. Click a campaign.
3. Click a wave.
4. Click New Wave Activity.
5. Type in the Wave Activity Name and click Outbound Call from the Type field.
The Wave Activity page expands to display additional panels.
6. Enter the details on the Wave Activity page and click Save.
Outbound call fields
Note: The account you use must have Information Manager rights.
For more information about Wave Activity panel fields, see Wave activity fields.
The table below explains the fields on the remaining panels of the Outbound Call Wave Activity.
Field
Description
Team
Gives access to the Outbound Call list to all users, whose primary team is the same
as the team selected in this field. This is not a required field, and if desired, only
individual users can be given access to the Outbound Call list by leaving this field
blank and adding users in the Users field described below.
Introduction
General greeting or introduction guideline. This can include merge fields, such as
#pers_firstname#.
Contact
Introduction
Greeting or introduction once you get through to the correct contact person. This
can include merge fields, such as #user_firstname#.
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Field
Description
Daily Call Target
Target level of daily calls for the Outbound Call list. This is also displayed to the user
from the Call Handling page.
Category Group
Link to Key Attribute Category Group. Key Attribute Data set up by the system
administrator can be made available to the end user from the Call Handling page.
Users
Users who have rights to access the Outbound Call list from My CRM. Any user can
be given access to the call list even if they have a different primary team from the
one defined in the team field above.
Priority
Priority of the communication that is automatically created when a user reaches the
contact.
Subject
Subject of the communication. This can include merge fields such as #pers_
firstname#.
Communication
Details
Default Details of the communication.
Wave Items
Communications
Team
Default Team of the communication.
Territory
Default security territory of the communication.
Send on
Drip Marketing Call Lists only.
When the call list should be scheduled.
Options vary depending on the Drip Marketing Campaign Type selected (Anchor,
Calendar, or Duration).
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Anchor. Select the number of days/weeks/months before/after the anchor
date at a specified time.
Calendar. Send on a specified date/time.
Duration. Specify the number of days after the contact is added to the
campaign, that the call list should be started. This is the number of days after
the contact has become a member of the recipient list - for example, 1 day
after they opened and clicked the first email they were sent (if Sent To
"Contacts from previous email stages, matching Response Clicked A Link"
was selected).
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Field
Description
Send to
Drip Marketing Call Lists only. Who should be called.
Select from:
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Notification
All Contacts in Drip Marketing List
Contacts from previous E-mail stages, matching response. You can
select one or more of the following: Opened, No Clicks, Clicked a Link,
Unopened. This option is disabled for the first Drip Marketing E-mail wave
activity of the campaign.
From Stage. Select a specific previous stage.
Drip Marketing Call Lists only.
Choose if you want an email notification, sent from Swiftpage, a number of days
before the stage is executed.
Creating the outbound call list
Note: The account you use must have Information Manager rights.
1. Click the Create Call List workflow button. The Progress Wave Activity page is displayed.
2. Select the Group that the Outbound Call list will be created for.
3. Click Save. The Outbound Call Summary page is displayed.
For each person in the group, a record is created in the List of Calls table. This list of customers is
used by the system when the agent requests the next call. All details related to the calling of that
customer will be saved in the List of Calls table (for example, comments or call attempts).
To check that the call list has been created, log on as one of the users who has access to the
Outbound Call list and check the My CRM | Outbound Calls Lists tab.
Refreshing the outbound call list
Note: The account you use must have Information Manager rights.
If new contacts who meet the selection criteria are added to the database after you've created the initial call
list, you can refresh the list to add these new contacts to the list.
1. From the Outbound Call Summary page, click Refresh Call List.
2. Click the Group that the call list should be refreshed against.
3. Click Save.
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Reallocating calls
Note: The account you use must have Information Manager rights.
Calls on the call list are not usually allocated to individual agents (users). Calls are pre-allocated to a user if
they have successfully reached a person on the list, and there are other people working at the same
company still to call. In this case, these calls are pre-allocated to the user who made the first contact.
A campaign manager can reallocate these pre-allocated calls to another agent from the Marketing |
Outbound Call Summary page.
1. Click Reallocate Calls.
2. Select the users to reallocate the calls from and to and click Save.
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The Reallocate Calls From Users list displays all users who have pre-allocated calls.
The Reallocate Calls To Users list displays all users whose primary team is the same as
the Reallocate Calls From user.
Setting up key attribute profiling data on the Call Handling screen
Note: The account you use must have Information Manager rights.
To collect information during the outbound call, the marketing manager or system administrator can set up
Key Attribute Profiling data and link it to the call handling screen. This can be used for reporting and future
group selections.
The following example illustrates Seminar Attendance Outbound Call wave activity. This example assumes
the following data needs to be collected, and has already been set up in the Key Attributes Categories list.
Question
Received
Invitation
Attending
Seminar
Reason for not
attending
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Answer
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Yes
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No
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Yes
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No
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Time
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Budget
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Not Relevant
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Other
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Question
Answer
Interested as
Comments
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Partner
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Prospect
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Journalist
Text
To set up the Call Handling category group for Seminar Attendance data:
1. From <My Profile> | Administration | Advanced Customization | Key Attributes, click the
Category Groups tab.
2. Select Call Handling Category Groups from the list.
3. Click New .
4. Fill in the necessary details. The fields are described in the table below.
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Name. Name of the category group, for example Seminar Response.
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Description. Longer description of the category group.
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Key Attribute Categories. Highlights the categories to appear on the call handling screen,
and click Add to move them to the Categories Within Group list.
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Search String. Lets you search the Key Attribute Categories list.
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Field Search?. Extends the search to fields within categories.
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Categories Within Group. Displays the categories you have selected from the Key
Attribute Categories list. To change the order, use the arrow buttons.
Related Entity. Stores the call handling data against an entity—for example, Person,
Company, Communication. Select an entity from this list.
Question. Prefixes the Key Attribute Data on the Call Handling screen with Question text. If
this is left blank, then the category name is displayed against the Key Attribute Data.
Preview. Displays the selected categories and all of their "children".
5. Click Save.
6. To link the category group to an Outbound Call wave activity, click Marketing and navigate to the
Campaign Wave Activity for which you want to collect data.
7. Click a wave activity.
8. Click Change.
9. Click the category group from the Category Group field.
10. Click Save.
To view and collect key attribute profiling data, click My CRM | Outbound Call Lists and click the
Outbound Call wave activity that you linked the Category Group to. When you Get a Call and click Got
Through, the key attribute data is displayed.
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The data collected is stored against the entity selected during the Call Handling Category Group setup. For
example, if you selected Communications, it is stored with the communication which is created upon
completion of the call. You can use this data for reporting, group generation, etc.
If you want the data collected during the call to be visible to the end user from, for example, an additional tab
within the Communication tab group, you need to set up a General Category Group for the key attribute
data. Then, in the usual way, use the Key Attributes action to set up a new tab and link the tab to this
Category Group .
You can also restrict this tab to only appear for the relevant Outbound Call wave activity by adding an SQL
statement on the tab.
For more information on adding key attribute profiling data to tabs, see Working with key attribute profiling
data.
For more information on tab customization, see System Administrator Help posted on the Sage CRM Help
Center.
Outbound call handling buttons
These buttons are available within Outbound Call Handling.
Button
Description
Get Another Call
Displays the details of the next person on the call list.
Finish Calling
Ends the call session, and displays the Summary page for this call list.
Got Through
Displays the Contact Introduction page and allows the user to gather data relating
to the call as defined by the marketing manager.
Exclude
Removes the contact from the call list. The user is prompted for an exclusion
reason.
Call Back After
Blocks the contact from the call list until the date/time set.
Outbound call handling tabs
These tabs are accessible from the Introduction page.
Field
Description
Company
Summary
Displays the company tabs in a new browser window.
Person Summary
Displays the person tabs in a new browser window.
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Field
Description
New Person
Allows you to add a new person from a new browser window.
Quick Look
Displays the Quick Look tab in a new browser window.
New Lead
Allows you to add a new lead from a new browser window. The lead is linked by
default to the call list Wave Activity.
New Opportunity
Allows you to add a new opportunity from a new browser window.
New
Communication
Allows you to add a new communication from a new browser window.
Accessing outbound calls
You have access to all call lists you have been assigned to work on.
1. Click <My Profile> | Preferences.
2. Make sure that the Show Outbound Calls In My CRM option is set to Yes.
3. Click the Outbound Call Lists tab. All outbound call lists that you have been assigned to work on
are displayed.
4. Click the call list you want to work on. The Summary page is displayed. The information displayed is
divided into individual statistics and wave activity summary.
If you've Info Manager Administration rights, you can also see an additional panel, Overall Statistics. The
Overall Statistics panel gives a summary of calls made, time spent, and so on for all users working on this
call list, including the current user.
Working with outbound calls
Use the action buttons on the right-hand side of the page when working with call lists.
To contact the first person on the call list:
1. Click Get A Call.
The Introduction page is displayed with the following panels: Call Data, Introduction, and Person
Summary. If anyone else from the same company is also on the call list, they're exclusively "offered"
to the agent (user) who makes contact with the first person from the same company. This is
explained in more detail in the next sections. The Introduction panel contains the greeting text
defined by the marketing manager when the campaign is set up. For more information, see
Outbound call fields. This is a "pre-pitch" prompt to help the user establish that they are talking to the
right person. To add a comment from this page, click Add A Comment . The comment is stored in
the call list record for this person.
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2. Click Got Through. The Contact Introduction page is displayed. This displays the Call Data panel,
Contact Introduction panel, and data to be collected as defined by the marketing manager. The
Contact Introduction panel contains greeting text defined by the marketing manager relevant to
the correct contact. This is the "pitch" once you've established you're speaking to the correct person.
3. Add the data gathered during the conversation. This gets stored in the system, usually with the
Communication or Person record, as defined by the marketing manager or system administrator. A
completed communication record is automatically created for each call where the user selects Got
Through.
4. When you're ready for the next call, click Get Another Call. The Introduction page is displayed with
the details of the next person to call. If anyone else from the same company is also on the call list,
they are exclusively "offered" to the agent (user) who makes contact with the first person from that
company. This is to prevent agents who are working on the same call list from calling several people
from the same company, and avoid the embarrassing—"my colleague just spoke to someone from
your company". It also allows the user to easily switch between the available contacts. "You need to
be talking to Arthur, he is handling the business side". Other contacts from the same company who
are not on the call list are also displayed.
5. If you can speak to more than one person from the same company on the same phone call, switch to
the other person by clicking their name. If you're not able to speak to them on the same call or decide
to call them later, they remain assigned to you.
6. To exclude a contact from the list, click Exclude. The Exclude From Call List page is displayed.
7. Select a Reason For Exclusion and click Save. These are defined by the marketing manager or
your system administrator.
8. You can toggle the person back onto the call list by clicking Include.
9. To block a contact from the call list until after a specific date/time, click Call Back After. This can be
used if, for example, the contact is on holidays for the next two weeks. The Call Back After page is
displayed.
10. Set the date and time when the contact is available again, and click Save.
11. To finish a session of calls using the current call list, click Finish Calling. The Outbound Calls
Summary page is displayed, showing updated statistics for the current call list.
Computer telephony integration (CTI)
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About CTI
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Downloading the CTI Plugin
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Making an outbound call
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Taking an inbound call
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Handling connected calls
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Working with the Active Calls list
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About CTI
Sage CRM CTI allows users to view information about incoming calls and perform various telephony
functions. The features of Sage CRM CTI include:
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Auto caller identification (caller ID).
The ability to view the most relevant Sage CRM screen to them when they click on the inbound call
hyperlink.
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The option to go directly to the relevant Company or Person screen while the call is active.
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Auto dial-out via hyperlinked phone numbers.
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The option to transfer and put calls on hold.
Downloading the CTI Plugin
When you log onto Sage CRM for the first time having been CTI-enabled, you are prompted to download
the CTI plugin. To download the CTI plugin, follow the instructions provided on-screen. You only need to do
this once. If you receive an upgrade, or change machines, you are prompted to download the plugin again.
Once the plugin has been downloaded and installed, you can start working with CTI using the CTI Call
Screen pop-up window. You can minimize the pop-up and CTI remains active. If you close the pop-up
window, CTI is no longer active and you cannot make or received calls using CTI.
To activate or reactivate the CTI Call Screen pop-up, select the CTI option (telephone icon) from the Main
Menu.
Making an outbound call
Once you have been enabled as a CTI user:
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All phone numbers in Sage CRM display as hyperlinks.
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Even phone numbers in the context area of the screen are displayed as hyperlinks.
To make an outbound call:
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Click on the hyperlinked phone number you want to call. For example, click on the Phone hyperlink
in the context area.
The Call screen is then displayed with the number you clicked on in the Active Calls field. The Active Call
field shows:
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The full telephone number you selected, including Country Code and Area Code.
Once you have clicked on the Dial button, the word "Dialing" is displayed in the Enter Number field to
indicate that the number is being dialed.
You can stop dialing at this point if you wish by clicking on the Hangup button. The Call is ended. If you do
not have it set to be displayed at all times, the Call screen is hidden.
You can make a call to a number that is not in Sage CRM
Although numbers in Phone Number fields can include symbols and spaces, this is not the case when you
enter a number on the CTI Call screen. When entering a phone number on the CTI screen, do one of the
following:
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Type the "simple" number—you can include spaces but not symbols. For example 44 161 5527789.
Type the number in canonical format—that is, <plus sign> <country code> <area code in brackets>
<number>. For example, + 44 (161) 5527789.
To make a call to a number that is not in the Sage CRM system:
1. Select the Telephone menu button to display the Call screen.
2. Type the number you want to call in the Enter Number field.
For example, include an international code, a country code, and an area code if you are dialing an
international number. If you are dialing a different area code within the same country, type the code
followed by the number. However, if you are dialing a local number, just type the phone number.
Similarly, dialing an extension number simply requires you to input the extension.
3. If you want to stop dialing, select Hangup.
Taking an inbound call
When an inbound call is directed to your extension number:
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The CTI call screen is displayed in a pop-up window in Sage CRM.
The phone number is displayed in the Active Calls list followed by the word "Ringing" to indicate
that the call is coming in.
If the incoming call number matches a company or person in the system, the contact is listed
underneath the Active Calls field.
If the incoming call matches more than one contact in the system, all the contacts are listed.
A matching number is any number in the contact database that has the same number as the caller
Id or is a prefixed match against the caller Id.
If the incoming call is from a user in Sage CRM (that is, a colleague) as opposed to a contact, the
word Internal is displayed on the list.
To answer the inbound call, click the Answer button or pick up the receiver.
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When you do this, the incoming call number is displayed on the Active Calls list followed by the word
Connected, and additional buttons become available, which you use to handle the call.
When you click on the hyperlink of an active call, the CTI Call Screen set up for you by your System
Administrator is displayed. If you are a sales person and your CTI Call Screen is the New Opportunity
screen, for example, clicking on the active call hyperlink displays the New Opportunity screen. The screen
gathers context information so that you can quickly log a case for the Sage CRM customer who just called.
Handling connected calls
When you answer a call, or if a call you make is connected, you can do the following from the connected call
screen:
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Hangup. Speak to the caller, and when you have completed the call, select Hangup to end the call.
Hold. Put the caller on hold while you deal with a query by selecting the Hold button. When you do
this, the Unhold button is displayed. The Hold button is not visible if the number dialed is busy or
invalid.
Unhold. Resume a call that is on hold. When you select the Unhold button, the Hold button
becomes available again.
Transfer. Transfer the call directly to another extension number. When you do this, the call goes
straight through to the extension number you specify, and you are hung up. The transfer
functionality is available for TAPI implementation only. To transfer a call directly to a colleague, type
the extension number you want to transfer the call to in the Number field, and select the Transfer
button. The call is transferred directly to your colleague.
Consult. Consult with a colleague before you transfer a call to them. To do this: a. Type your colleague's extension number in the Number field, and select the Consult
button.
b. When you do this, your colleague's number is dialed and if they pick it up, you are presented
with two buttons, Complete Transfer and Hangup. Talk to you colleague, for example,
ask them are they free to take the call.
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If they can take the call, select the Complete Transfer button to transfer it to them.
If they are not available to take the call, select the Hangup button to return to the
call.
c. You then need to select the Unhold button to speak to the caller. Once you do this, you are
returned to the connection call screen where all of the call options become available again.
Working with the Active Calls list
The Active Calls list displays information about the current status of the call.
For example:
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The list is empty if you have no active calls.
It shows the number you are dialing, followed by the word Dialing if you are making an outbound
call.
It displays the incoming call number followed by the word Ringing when a call is coming in.
When you answer an incoming call or are connected to a number you dialed, it shows the number
followed by the word Connected.
If you select the Transfer or Consult button when a call is connected, the list displays the status of
the external call, for example, Holding, Pending, Transfer, as well as the status of the number you
are transferring to or consulting with, for example Connected, Consulting.
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Mobile
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Working with mobile apps
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Using Sage CRM on a mobile device
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Working with mobile apps
1. Ensure your mobile device meets the requirements in the Software Requirements and Mobile
Features guide posted on the Sage CRM Help Center.
2. Connect your mobile device to the Internet and install the Sage CRM mobile app.
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Sage CRM for iPhone. Install this app from the Apple App Store.
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Sage CRM for Android. Install this app from the Google Play Store.
3. Open the mobile app and log on to Sage CRM:
a. Tap On-Premise.
b. In CRM URL, type the Sage CRM access URL. You don't need to specify protocol (http://
or https://). Contact your system administrator for the URL you need to type.
c. Type your Sage CRM user name and password.
d. Tap Log on.
Using Sage CRM on a mobile device
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Logging on and logging off
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Adding a home screen icon
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Finding information
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Changing information
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Adding information
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Navigating your calendar
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Running a report
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Working with the classic dashboard
Logging on and logging off
1. Open the web browser on your mobile device and enter the URL given to you by your system
administrator.
If you already access Sage CRM from your desktop, enter the URL you normally use. For example:
http://yourserver/yourapp.
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2. Enter your user name and password and tap Log On. When you log on first, you're brought to the
Sage CRM Mobile homepage where, depending on your user rights, you can see the main Sage
CRM menu options.
3. To log off, tap Logout on the homepage menu.
You're automatically logged off if you close the browser window or navigate to another site within the same
browser window.
Adding a home screen icon
To add a Sage CRM icon to your home screen:
1. Access Sage CRM Mobile on your device.
2. Tap the Add Bookmark icon on the bottom toolbar, then Add to Home Screen.
3. On the Add to Home screen, tap Add. The browser app closes, and a Sage CRM icon appears on
your home screen.
On some devices, you may be able to add a Sage CRM home screen icon directly from the home screen:
1. Tap the menu button on your device.
2. Tap More, then Add shortcut to Home Screen. The Sage CRM icon is displayed on your home
screen.
Finding information
1. Tap Find on the homepage menu.
2. Select the entity category from Company, Person, Case, Opportunity, or Lead.
3. Enter one or more search criteria.
4. To start the search, tap the Find button.
5. If there's more than one page of results and you want to view another page, enter a page number
and tap Go to page.
6. To drill down into the information, tap the record link or side arrow if present.
7. To find a communication that's linked to a company, person, or opportunity:
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Find and open the company, person, or opportunity record.
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Tap Communications from the list in the context area.
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Tap Communications from the list in the context area.
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8. For a company, person, or lead record, you can do the following.
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If you're using a tablet, tap a phone number to create a new contact or update an existing
contact in your tablet's contact book. This behavior is device dependent.
If you're using a smartphone, tap a phone number to make a phone call directly from any
record containing a valid phone number.
To view a map of a contact's location, tap the Search icon in Address. To let Google Maps
use your current location, tap OK. The map is displayed in a new window.
Sage CRM Mobile cannot display documents associated with a company, person, case, opportunity, or
lead.
Changing information
1. Find and open the record you want to edit.
2. Tap Change.
3. Tap the field you want to update and make your changes. The updated information is displayed on
your mobile device and also in desktop Sage CRM.
4. Tap Save.
Your Sage CRM administrator may have disabled updates to certain types of information to ensure that
workflow is not compromised. In this case, Change is not available.
Adding information
1. Tap New on the homepage menu.
2. Select the entity category.
3. Complete the entry screen fields. You might need to swipe down to complete all the fields.
4. Tap Save. The new information is displayed on your mobile device and also in desktop Sage CRM.
5. To create a communication that's linked to an existing company, person, or opportunity:
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Find and open the existing company, person, or opportunity record.
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Tap Communications from the list in the context area and tap New.
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Enter the details and tap Save. The communication is saved in the context of the existing
record.
You can create new person, opportunity, and case records in the same way. The new
record is saved in the context of the existing record.
Workflow actions are not available in Sage CRM Mobile.
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Navigating your calendar
The calendar on a mobile device looks similar to the desktop version of the calendar. For more information
about using the calendar, see Calendar.
Running a report
1. Tap Reports on the homepage.
2. Select a report category. Depending on your access rights, you can run sample Sage CRM reports
and any reports that you've already created on your desktop.
3. Tap the report you want to run.
4. Select search criteria and tap Run. The report is displayed. To view the full report details, you may
need to swipe down or rotate your mobile device if it supports horizontal viewing.
Working with the classic dashboard
Note: Classic dashboards are available for upgrade customers only.
Tap My CRM on the homepage menu and tap Dashboard.Your preferred dashboard is displayed.
The Interactive Dashboard is not available using the Tablet view. You can access it from a tablet using the
Desktop view.
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Self Service
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About Self Service
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Enabling a Person for Self Service
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Enabling a Company for Self Service
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Logging on to Self Service
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Anonymous visitors
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Newsletter
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Registered visitors
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Reviewing existing cases
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Logging a new case
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Requesting information
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About Self Service
Sage CRM Self Service lets you create a Self Service Web site that integrates traditional corporate Web
sites with Sage CRM.
With Sage CRM Self Service, customers can log onto the Self Service Web site to perform functions such
as viewing account information, reporting problems, or requesting product information.
The extent of the customer access to corporate data or their ability to perform these functions is determined
by the particular Self Service implementation.
The Sage CRM Self Service application server can be run remotely from the Sage CRM database server,
via a link between Self Service and Sage CRM.
For example, a customer service case entered via the Sage CRM system can be viewed on the Self Service
Web site. This functionality is achieved through ASP pages.
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Enabling a Person for Self Service
To enable a person for Self Service:
1. Find the person you wish to enable and click on the hyperlink of their name to display the Person
Summary page.
2. Select the Self Service tab.
3. Select the Self Service Enabled check box. You can change the person’s login ID and password
by typing the new values in the Logon ID and Password fields.
4. Select the Save button. The person is enabled for Self Service.
The next time you select the Self Service tab for that person, Self Service and Person details are displayed.
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Enabling a Company for Self Service
You can enable companies for Self Service. You do this in the same way as you enable a person, except
that you do it while you are in the Company context.
Note: If you disable a company for Self Service, all people linked to that company who were previously
enabled for Self Service will be disabled also.
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Logging on to Self Service
To log onto the Self Service web site, enter the Self Service address in your Web browser. The Self Service
home page is displayed.
A typical Self Service URL will look something like this, depending on where the Web site is installed:
http://localhost/CRMselfservicedemo/.
Note: To find out the Self Service web site address you need to use, contact your System Administrator.
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Anonymous visitors
Anonymous visitors are visitors who are not registered as Sage CRM Self Service users and who,
therefore, do not have a logon ID or password to access certain areas of the Self Service site. The demo site
example illustrates what functionality can be designed specifically for anonymous users.
Anonymous users can be given access to certain areas of the web site. They navigate to these areas simply
by clicking on the relevant links. Anonymous users can access the following areas of the demo Self Service
web site:
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About Us—an information page.
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Services—an information page.
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Support—anonymous users can only get as far as the support logon pages, but since they are not
registered users, they cannot enter the support area.
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Newsletter—a page with specific Self Service functionality.
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Contact Us—an information page.
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Home—the home page.
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Newsletter
The Newsletter area of the Self Service web site can be designed especially for anonymous users in a
similar way to how the demo site is designed. To access the Newsletter area of the site:
1. Select the Newsletter tab. The Newsletter form is displayed.
2. Complete the fields on the form.
3. Select the Save button. When you do this, the information you typed is registered as a lead in Sage
CRM. From here, the lead can be assigned to a Sage CRM user, the visitor can be converted to a
Person in Sage CRM and the lead can be eventually converted into an opportunity.
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Registered visitors
Registered visitors must already exist as people or companies in Sage CRM, and they must have been
enabled for Self Service and assigned a Self Service logon ID and password.
The demo Self Service site comprises the following areas:
l
About Us—an information page.
l
Services—an information page.
l
Support—a page where existing cases can be reviewed.
l
Newsletter—a page with specific Self Service functionality.
l
Contact Us—an information page.
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Home—the home page.
For example, registered visitors can use the Self Service web site to do the following:
l
Review their current cases.
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Log a new case.
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Request product information.
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Reviewing existing cases
To access the Support area of the Self Service web site:
1. Open the Self Service Web site and select the Support tab. The Support logon page is displayed.
2. Type your user name and password and click the Login button. A list of your recent customer case
issues is displayed.
3. Click on the case's created date to edit the case.
4. Select the Change button. The Problem Details form is displayed in edit mode.
5. Add more information or amend the current details, and select the Save button.
The case details are changed on the Self Service web site and the changes are immediately reflected in
Sage CRM.
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Logging a new case
To log a new case while you are still logged onto the Support area:
1. Select the Report a Problem hyperlink. The Report a Problem form is displayed. The case is
assigned a ReferenceID by default.
2. Enter the problem details, and select the Save button. The new case is logged.
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Requesting information
To request information on a specific product while still logged onto the Support area:
1. Select the Request Product Information hyperlink. The Request Information input form is
displayed.
2. Complete the Description, Details, and Customer Ref fields, and select a product from the
Product list.
3. Select the Save button. The request for information is submitted to Sage CRM, which results in a
new Opportunity being created. The opportunity can then be assigned to a Sage CRM user and the
request for information dealt with.
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Glossary
A
Action Button
Action buttons are usually found on the right-hand side of the screen. They help you add and
change information and perform different tasks within the system. The action buttons available to
you change depending on where you are. Examples of Action buttons are: Change, Delete,
Confirm Delete, New Task, New Appointment.
Advanced Find
Allows users to create enhanced search queries based on complex SQL statements using
WHERE, AND, and OR clauses.
Apply Filter button
The apply filter button allows you to restrict lists of information by a predefined set of criteria.
C
Campaign
A campaign is a planned rollout of marketing activities in phases, or Waves. Each phase can in turn
be made up of several actions or Wave Activities. Each action can in turn be made up of individual
communications between your company and its target audience. For example, a campaign called
West Coast Lead Generation aims to generate leads in a specific geography.
Case
A case is a customer service issue. These issues can range from a technical problem to a customer
complaint. A case keeps track of the issue from the initial logging through to resolution. Multiple
communications (or tasks) can be linked to one case.
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Combination
A bar chart indicates one set of data and a line chart indicates another set of data so you can get a
wider view of results in one place. A combination chart is useful in a Monthly Sales Trends report to
show information such as the revenue earned from sales and the number of sales that were closed
in a particular period.
Communication
Communication refers to a task or meeting. The specific types of communication are determined as
action types. For example, Letter In, Letter Out, Phone In, Phone Out, Demo.
Company Team
A Company Team is a group of users linked to a company for the purpose of tracking account
management responsibilities.
Context Area
The context area displays a summary of the information you are currently focused on. Example: If
you are working in the context of a person, their name appears on the top of your screen. Within the
same context area you can see their company, phone number, and e-mail address. You can quickly
move from the context area of a person to the company they work for by clicking on the Company
link within the context area.
D
Dashboard
The Dashboard is a customizable page that contains information most relevant to your daily work.
For example, a list of the companies you most often work with.
Document Drop
The Document Drop feature provides a short cut for linking documents, e-mails and other types of
files from another application to customer data in CRM.
Documents Tab
The Documents tab is available within the context of a person, company, opportunity, case, or
solution. It stores a link to a document.
F
Favorites
Click the Favorites icon on the top bar to display a list of your favorite Sage CRM records that you
can access quickly. You can favorite a company, person, case, opportunity, lead, solution,
communication, order, quote, or custom entity record.
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Find page
The Find page is displayed when the user clicks Search | <Entity>. There is a Find page for
companies, people, opportunities, leads, solutions, cases, and communications.
Forward and Back buttons
The Forward and Back buttons take you one step back or one step forward from your current
position in the system. While using the system, they are intended as a replacement for the Forward
and Back buttons within your Web browser window.
G
Gauge
Partitions on the chart indicate three ranges in relation to a target value; below, approaching,
exceeded. The gauge needle indicates the current value. A gauge chart is useful in an Actual vs
Target sales report to show how your actual sales compare to your forecasted sales for a particular
period.
Groups
Groups allow users to create collections of records within CRM. Groups can be static or dynamic.
K
Keyword Search
To search for keywords across specified primary entities, click the Search arrow and click Keyword
Search. You can include wildcard characters to search for a variety of text and characters.
L
Lead
A lead represents unqualified information received from your corporate Web site, trade shows, and
purchased mailing lists.
Line Item
Line items are products that your customer is interested in buying. They are linked to the opportunity
and selected through the Quotes or Orders tab.
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M
MailChimp
An email marketing solution that's integrated with Sage CRM to let you create online campaigns,
send emails, and track results.
Menu button
Menu buttons are found on the left-hand side of the screen. They help you navigate to commonly
used pages. Menu buttons remain the same regardless of the company or individual or any other
context you are working in. However, one user may see a different set of menu buttons to another,
since access to these is set up in the user profile. Examples of Menu buttons are: New, Find, Team
CRM.
My CRM
The My CRM button shows a series of tabs all containing information related to the logged in user.
Depending on the user's rights, the My CRM areas of others can also be viewed by selecting
another person from the context area of the screen.
N
Next and Previous arrows
The Next and Previous arrows appear when a list of information extends to more than one page.
Clicking on the left- or right-pointing arrows will display the previous or next page respectively. The
outer arrows take you to the first or last page within a set of pages.
Notifications
Click the Notification icon on the top bar to display a list of active notifications. Notifications are
usually reminders for tasks or appointments, or system alerts set up by the user or the system
administrator.
O
Opportunity
An opportunity refers to a sales opportunity. Opportunities track sales interest from the initial
qualified lead through to closing the deal.
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Outbound Call List
Outbound Call Lists are used for high volume telemarketing activities, where calls are not
preallocated to individual users, and a Communication record is only created when a successful
contact is made.
P
Panel
A panel groups related information for easier viewing. One page of information can be divided into a
number of panels.
Progress button
The progress button is available in the context of leads, opportunities, solutions, and cases when
the workflow functionality is not in use. It can be accessed from the lead, opportunity, solution, or
case summary page. It allows users to change the Stage, Status and other data relating to the lead,
opportunity, solution, or case. It also allows users to add a tracking note, which forms part of the
history of the lead, opportunity, solution, or case "life cycle".
Q
Quick Find
You can enter key terms in Search on the top bar to search all company, people, case, opportunity,
lead, solution, communication, order, quote, and custom entity records at once.
Quick Look
The Quick Look tab shows you the most recent communications, opportunities and cases
associated with a company or person.
R
Recent list
Click the Recent icon on the top bar to display a list of records you viewed recently. This list saves
company, person, opportunity, quote, order, lead, case, solution, campaign, and group records.
Relationships
The Relationships tab is available within the context of all main entities. You can show links between
different types of information. For example, you can set up a relationship between a company and
its directors, or between an opportunity and the people influencing it. Your System Administrator
defines the different Relationship Types that can be set up from each tab.
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S
Shared Documents
The My CRM | Shared Documents tab lists all the Shared Documents and Templates you have
access to.
SLA
SLA stands for Service Level Agreement. A Service Level Agreement is made between your
organization and a customer to set standards for customer service case resolution times. Service
level agreements can be linked to companies and to individual customer service cases.
SMS
SMS stands for Short Messaging Service. If this feature is activated for your system, SMS is used to
notify users via their mobile phone or other wireless device of events taking place. For example, you
can receive a reminder of an upcoming meeting via SMS messaging. It can also be used in
conjunction with workflow to notify users of new leads, overdue cases, or closed opportunities.
Solution
Solutions are the "cleaned and approved" basis of a knowledge base. Solutions can be accessed by
internal CRM users, as well as customers and partners via a self service Web site. Solutions are a
separate entity from Cases, but they can be linked to multiple cases—and a case can be linked to
multiple solutions.
Sort
You can change the sort order of any list by clicking on the underlined column heading.
Stacked chart
Bars are stacked on top of each other to display grouped data. It provides a wider view of data than
a regular bar chart. A stacked chart is useful in an Open Activities activity report to show several
actions that occurred on a particular day or date.
T
Tab
Tabs are like folder dividers. The information found in each folder section is determined by the
current context. For example, if the person "Anita Chapman" has been zoomed in on in the context
area, selecting the Quick Look tab will display the most recent interactions your company has had
specifically with Ms Chapman.
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Tabs menu
The tabs menu provides quick access to main entities in Sage CRM. It's available on all screens in
Sage CRM. Depending on your screen's size, the tabs menu can be found: Just under the top menu
in Sage CRM. If there are too many tabs on the menu, some of them will be grouped down under a
More heading. By clicking the &lt;insert symbol image&gt; icon at the top-left hand-side of the
screen.
Team
A team is a group of users who perform similar roles. Tasks (communications), opportunities, leads,
and cases can all be assigned to a team. A user can be a member of one team. This is called their
Primary Team. A user can also have rights to view information in multiple teams.
Tracking note
Tracking notes are used in the context of leads, opportunities, cases, and solutions to make free text
notes on the progress of the lead, opportunity, solution, or case.
V
Validation error
A validation error message appears on the screen when an incomplete or incorrect new entry has
been made in the system. The user must fill in required fields that are empty, or correct an invalid
entry, such as numbers in a text-only field. These fields are highlighted with a question mark and
cross mark, respectively.
W
Wave
A Wave is a phase of a marketing campaign. Each wave can be made up of several actions or
Wave Activities. Each action can in turn be made up of individual communications between your
company and its target audience. For example, a campaign called West Coast Lead Generation
aims to generate leads in a specific geography. The campaign consists of three different Waves: 1)
Raise Awareness; 2) Product Launch at Tradeshow; 3) Qualify Interest.
Wave Activity
A Wave Activity is a type of action within a wave of a marketing campaign. Each wave activity can
be made up of individual communications between your company and its target audience. For
example, a campaign called West Coast Lead Generation aims to generate leads in a specific
geography. The campaign consists of three different Waves: 1) Raise Awareness; 2) Product
Launch at Tradeshow; 3) Qualify Interest. The first wave is made up of two different wave activities:
"Flyer Mailing" and "Newsletter Mailing". The second wave is made up of the following two wave
activities: "Invitation with Response Card" and "Response Card Follow-up", and so on.
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Wild Card
The % wild card helps you complete unspecific searches. The % (percentage) symbol, means
"contains". For example, typing "%software" in the Company Name field of the company Find page
returns a list of all companies, which contain the word "software" in their company name.
Workflow
Workflow automates your company's business processes using a predefined set of rules and
actions.
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