Sage 2016 R1 CRM software User Guide
โฆษณา
โฆษณา
Sage CRM
Sage CRM 2016 R1
User Guide
© Copyright 2017 Sage Technologies Limited, publisher of this work. All rights reserved.
No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated on any medium without prior written consent of Sage Technologies Limited.
Use of the software programs described herein and this documentation is subject to the End User Licence Agreement enclosed in the software package, or accepted during system sign-up.
Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC. All other marks are trademarks or registered trademarks of their respective owners.
Contents
Chapter 3: Finding information
Chapter 4: Adding customer information
User Guide Contents – i
Contents
Adding a person without a company link
Reassigning a person to a company
Deleting company or person records
Chapter 5: Appointments and tasks
Communication fields and icons
Scheduling unlinked communications
Scheduling a quick appointment or task
Changing the status of a communication
Reassigning an existing task to a colleague
Scheduling a task for a colleague
Checking a colleague’s calendar
Inviting external attendees to a meeting
Setting a default email template
Contents – ii Sage CRM
Using Microsoft Outlook to send emails
Filing inbound and outbound emails
Chapter 7: Classic Outlook integration
Downloading the Outlook plug-in for Classic Outlook integration
Using CRM from within Outlook (Classic Outlook integration)
Synchronizing contacts (Classic Outlook integration)
Adding contacts: CRM to Outlook (Classic Outlook integration)
Adding Contacts: Outlook to CRM (Classic Outlook integration)
Changing and deleting contacts (Classic Outlook integration)
Synchronizing appointments and tasks (Classic Outlook integration)
Reviewing synchronization conflicts (Classic Outlook integration)
Reviewing skipped items (Classic Outlook integration)
Attaching shared documents to Outlook emails (Classic Outlook integration)
Filing emails from Outlook to CRM (Classic Outlook integration)
Reinstalling the Outlook plug-in for Classic Outlook integration
Uninstalling the Outlook plug-in for Classic Outlook integration
Chapter 8: Lite Outlook Plug-in
Installing the Lite Outlook plug-in
Working with the Lite Outlook plug-in
Adding contacts (Lite Outlook plug-in)
Filing emails (Lite Outlook plug-in)
Contents
User Guide Contents – iii
Contents
Creating a new template and adding merge fields
Creating a quote or order template
Creating a new template in Microsoft Word
Uploading a Word document template
Tracking documents on the Documents tab
Retrieving a merged document from the Documents tab
Adding a document to the Documents tab
Linking email correspondence to a customer
Dropping a document onto the Documents tab
Introduction to writing reports
Creating and managing a report category
Moving a report to a different category
Creating a cross tabular report
Contents – iv Sage CRM
Changing report display options
Interacting with report charts
Chapter 12: Working with lists
Chapter 13: Sales opportunities
Adding products to an opportunity
Generating a quick quote or order
Sending a quick quote or order
Manually progressing opportunities
Viewing the opportunities funnel
Creating quotes and orders outside the opportunity context
Contents
User Guide Contents – v
Contents
Creating a forecast for yourself
Viewing past submitted forecasts
Working with your team's forecasts
Administrator access to forecasts
Searching for an existing lead
Matching a lead to an existing company
Converting a lead to an opportunity
Chapter 16: Outbound call handling
Introduction to outbound call handling
Outbound call handling buttons
Contents – vi Sage CRM
Creating a group from the Groups tab
Creating a group from the Wave Activities tab
Creating a group based on a primary entity search
Adding a primary entity record to a static group
Adding multiple records to a group
Adding multiple records to a group using Search/Saved Search
Adding multiple records to a group using Logical Search
Adding the records of a group to another group
Performing a mass update on a group
How group information is stored
Key attribute data generated by groups
Adding group list information to a tab
Chapter 18: Campaign management
Campaign, wave and wave activity fields
Contents
User Guide Contents – vii
Contents
Campaign wave activity action types
Performing an internal mail merge
Scheduling an internal telesales activity
Creating a new group based on responses to follow-up calls
Setting up outbound call handling
Reporting on opportunities generated through campaigns
Chapter 19: MailChimp campaigns
Adhering to anti-spam regulation
Adding contacts to a MailChimp list
Viewing MailChimp campaign results
Assigning a case to a colleague
Adding a solution to the solutions knowledge base
Contents – viii Sage CRM
Determining which cases you're working on
Adding a new solution from a case
Chapter 22: Interactive 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
Contents
User Guide Contents – ix
Contents
Contents – x Sage CRM
Chapter 1: About this guide
This guide is for Sage CRM end users.
Please note that some features described, for example Customer Service Cases and Campaign
Management, are not available in all editions of Sage CRM. Please refer to the Editions Matrix in the in-product help for more information.
We assume that you're familiar with the use of a Web browser.
How this guide is organized
Each chapter follows the same format: l
A checklist sets the goals for each chapter.
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Step-by-step examples to give you hands-on practice of each section.
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Tables to explain the meaning of fields.
The tables below give a summary of each chapter.
Part I: Basics
This part is for all users. basic navigation is covered in this section.
Chapter
Getting Started
Description
Logging on and basic navigation.
Part II: Contact Management
This part is for all users. basic contact management is covered in this section.
Chapter
Finding Information
Adding Customer
Information
Appointments and Tasks
Description
Searching for different types of information, change your search criteria, and work more effectively with large amounts of data.
Building a customer profile, and how to update and keep customer information current.
How to manage your calendar, schedule meetings, and set reminders.
User Guide 1-1
Chapter 1
Chapter
Classic Outlook integration
Lite Outlook Plug-in
Managing Documents
Running Reports
Working with Lists
Description
How to send and reply to emails from CRM, and make use of email templates.
How to work with Classic Outlook integration including synchronizing contacts, tasks, and appointments.
How to work with the Lite Outlook plug-in available with Sage CRM (Cloud).
How to merge customer data with documents for printing, faxing, or emailing.
How to run list, cross tabular, historical, and summary reports.
How to carry out actions, such as mail merges, on search lists, saved searches, and the Contacts lists.
Part III: Sales
This part is for sales users.
Chapter
Sales Opportunities
Sales Forecasting
Part IV: Marketing
This part is for marketing users.
Description
How to take a qualified lead through to a done deal.
How to create and submit a sales forecast.
Chapter
Leads
Outbound Call Handling
Groups
Campaign Management
MailChimp Campaigns
Description
Handling unqualified prospect information.
How to work through an outbound call list.
How to set up and manage groups.
How to manage and track marketing campaign activity.
How to create a MailChimp campaign and view campaign statistics.
Part V: Customer Service
This part is for customer service users.
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Chapter 1: About this guide
Chapter
Cases
Knowledge Base
Description
How to take a customer service issue from logged through to resolution, and working with
Service Level Agreements.
How to create and publish Solutions to build up your knowledge base.
Part VI: Tools
This part looks at tools you can use to customize your work area. It also shows users with Info
Manager Reporting rights how to create new reports.
Chapter
Interactive Dashboard
Classic Dashboard
Preferences
Writing Reports
Custom Modules
Description
How to set up interactive dashboards and add gadgets.
Setting up customized classic dashboard pages to reflect the way you work.
Customizing the way you see information in the system.
How to create and customize reports.
How to work with new areas of Sage CRM added on by the System Administrator to suit the needs of your business.
Introduction to CRM
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: l
Someone takes a phone call for a representative in a different department and forgets to tell them. Result? A lost opportunity.
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Your desk is littered with sticky notes reminding you to do things, but what do you have to do today?
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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.
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Different sales teams are pursuing different agendas, so you can't see what is in the pipeline.
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Chapter 1 l
A customer phones up, irate that his simple query hasn't been answered yet. But that should have been dealt with.
CRM can bring it all together.
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Chapter 1: About this guide
Browse Customer Information
Contact Management: l
Find customer information fast.
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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.
Manage your Time
Communication Management: l
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.
Tools at your Fingertips
Document Management: l
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.
Qualify Leads
Marketing: l
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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Chapter 1
Clinch a Deal
Sales Management: l
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.
Produce Professional Reports
Reporting: l
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.
Provide Customer Service
Customer Service: l
Log customer service calls. l
Track customer service issues as they progress through to resolution.
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Monitor Service Level Agreement adherence.
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Publishing solutions and performing key word searches on a solutions database.
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Escalate overdue cases.
Personalize your System
Customization: l
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.
1-6 Sage CRM
Chapter 2: Getting started
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Logging on
1. Open your Web browser.
2. Go to http://www.sagecrm.com
, and click Login.
3. Enter your email address and password.
4. Click Login. Depending on your system configuration and user preference settings, Sage
CRM opens on your default starting screen. For example, your Calendar.
Changing your password
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.
Resetting your password
If you're trying to
but have forgotten your password, you can reset it.
1. Click I need help with my password.
2. Enter your email address and type the security code.
3. Click Request Password.
4. Check your inbox for the email that will help you set a new password.
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Chapter 2
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
The basic screen elements in Sage CRM are:
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Chapter 2: Getting started
Top menu
The top menu displays the date and time of your last log on,
or your team's profile, and a
If you're a trial user, a counter keeps track of how many days of free trial you have left. If you'd like to subscribe to Sage CRM, you can click Buy.
Profile
When you click <My Profile>, you can: l
Switch from My CRM Mode to Team CRM Mode.
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Switch to the My CRM Mode of a colleague if you've been enabled to do so. This lets you see your colleague's Calendar, and records assigned to them.
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Access and edit your Preferences.
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View your Recent Activity. The last five days of activity are listed and include the time, location, browser, device, and IP address for each log on.
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Access the Administration area if you've Administrator rights.
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Log off.
Search bar
The Search bar allows you to quickly search for Sage CRM records in three ways.
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: To perform a search across all main Sage CRM entities at once, enter
key terms in Search.
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: To perform a search across a particular Sage CRM entity, click Search
(the arrow next to the magnifying glass icon) and click the entity type.
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: To perform a complex database search across Sage CRM entities, click
Search (the arrow next to the magnifying glass icon) and click Logical Search.
Main menu
The Main 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 Main menu can be found:
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Chapter 2 l
Just under the top menu in Sage CRM. If there are too many tabs on the menu, some of them are grouped down under a More heading.
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By clicking the icon at the top-left-hand side of the screen. The Main menu folds under this icon whenever your screen is too small. For example, when you're working on a tablet device.
Click the Sage CRM logo on the Main menu to return to your home page. You can set your home page in <My Profile> | Preferences | Log Me In To.
Quick Access bar
The Quick Access bar lets you quickly access recent and favorite records, and calendar notifications. You can also
from this area.
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Click an icon on the Quick Access bar to display a list of records.
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To display a list of
, click the Recent icon.
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To display a list of your
, click the Favorites icon.
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To display your outstanding
, click the Notifications icon.
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When you click a record in a Quick Access list, the record is displayed on the main page of
Sage CRM.
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To leave a Quick Access list open or closed by default, click the arrow icon at the bottom of the list.
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To close a Quick Access list, click X.
Recent list
Use the Recent list to quickly find and return to the record you were most recently dealing with.
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To display the Recent list, click the Recent icon on the Quick Access bar.
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Company, Person, Opportunity, Quote, Order, Lead, Case, Solution, Campaign, and Group records are saved in the Recent list.
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To filter your recent records by entity, click the arrow beside the Recent list header and select the entity. To unfilter your recent records, click the arrow and select All Recents. The Recent list displays a limit of 10 records per entity.
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Click a record name to open it in the main area of Sage CRM.
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Click an entity logo to open the entity's Find screen.
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To leave your Recent list open or closed by default, click the arrow icon at the bottom of the list.
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To close your Recent list, click X.
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Favorites
You can add a Sage CRM record to your list of favorite records so you can access it quickly. Click the star icon beside the record page title.
You can add Person, Company, Opportunity, Case and custom entity records to your list of
Favorites.
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To display a list of your favorite records, click the Favorites icon on the Quick Access bar.
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Your favorite records are displayed in the order in which you added them.
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To filter your favorite records by entity, click the arrow beside the Favorites list header and select the entity. To unfilter your favorites, click the arrow and select All Favorites.
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To remove a record from your Favorites list, click the star icon beside the record in the list.
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To leave your Favorites list open or closed by default, click the arrow icon at the bottom of the list.
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To close your Favorites list, click X.
Notifications
Notifications are usually reminders for tasks or appointments.
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The number of notifications you have is displayed above the Notifications icon on the Quick
Access bar.
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To display a list of outstanding notifications, click the Notifications icon on the Quick Access bar.
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Click a notification in the list to open the record, appointment or task it relates to on the main screen.
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To clear a single notification reminder, click the bin icon next to the notification.
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To snooze a single notification reminder, click the snooze icon next to the notification and choose a snooze duration.
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To dismiss all notifications, click Close All or Snooze For All.
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To leave your Notifications list open or closed by default, click the arrow icon at the bottom of the list.
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To close your Notifications list, click X.
Creating new records and communications
To add a new record, click New, , on the Quick Access bar. This lets you create a new record, task, appointment or email from any area in Sage CRM.
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Chapter 2
Panel
A 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.
Action buttons
Use Action buttons to edit your data. For example, to add new addresses, alter contact information, or progress sales opportunities. The Action buttons that are displayed on a screen depend on the context you're in.
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
My CRM Mode tabs show your work in progress.
To check what mode you're in, click <My Profile>. If you're in My CRM mode, the
Team CRM Mode link is displayed. If you're in Team CRM mode, the My CRM Mode link is displayed. To switch mode, click the link.
Tab
Dashboard
Calendar
Leads
Opportunities
Companies
People
Displays
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.
Your planned phone calls, meetings, and dayto-day correspondence.
Unqualified queries about your business.
Your current sales funnel.
Companies in Sage CRM that you've rights to view.
People in Sage CRM that you've rights to view.
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Tab
Cases
Shared Documents
Groups
Marketing
MailChimp Campaigns
Reports
Outlook Contacts
Outbound Call Lists
Forecasts
Getting Started
Solutions
... (Ellipses)
Displays
Open customer service cases assigned to you.
Corporate documents that you may need to access on a daily basis.
Create, modify, and save groups of people, companies, leads, cases, and opportunities.
Manage and create marketing campaigns.
View the status of campaign activities and run reports on opportunities generated through campaigns.
Create and edit MailChimp email campaigns.
View statistics about campaign emails so you can follow up with appropriate actions.
Run existing reports or create new reports if you've got rights to do so.
Contacts in Sage CRM that you want to synchronize with MS Outlook (in Classic
Outlook integration).
Outbound call lists that you're working on. This tab isn't displayed by default. You can enable it in
<My Profile> | Preferences
.
Your quarterly sales forecasts. This tab isn't displayed by default. Your System
Administrator must give you access to this tab.
A resource page that links to Help topics and videos tutorials for specific tasks, to help you get up and runnig with Sage CRM.
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.
Enables you to change the default tabs that are displayed on the Main menu.
Tabs that are displayed in Team CRM mode are similar to these tabs but the information relates to your team. There are no Forecasts, Outbound Calls, Outlook Contacts, or Dashboard tabs in Team
CRM mode.
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Chapter 2
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
Summary
Quick Look
Dashboard
Key Attributes
Marketing
Notes
Communications
Opportunities
Cases
People
Addresses
Phone/Email
Displays
Core company details, phone and email, principal address, and contact for all companies that you've rights to view.
Your recent history with this company. It lists the most recent communications, sales opportunities, and cases linked to the company.
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.
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.
Can be fully customized to your needs to track information, such as detailed company segmentation information.
General free text about the company . For example, a recent press release that indicates the company is due to merge with another company.
Phone calls, meetings, and day-to-day correspondence with this company.
Your sales funnel, past and planned, for this company.
Information about your customer support cases.
People who have contact with at the company.
Company addresses
Phone and email details for the company.
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Chapter 2: Getting started
Tab
Company Team
Documents
Relationships
... (Ellipses)
Displays
People in your organization who are involved in activities with this company.
References to all documents related to this company.
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.
Enables you to change the default tabs that are displayed on the Main menu.
Navigating
Sage CRM is web based. You can navigate it the same way that you navigate a standard website.
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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Understanding the responsive UI
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Understanding the responsive UI
The Sage CRM user interface (UI) is designed to be responsive. This means that the user interface changes to accommodate the size of your screen, so you don't have to scroll to the side or see too many buttons when you're working on a small screen.
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The following areas of the UI are responsive and can collapse as needed: l
The Main menu collapses under a menu icon of the screen.
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In the context of a record, Action buttons collapse under an Options drop-down.
Tab
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 and T to create a new task.
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When working with Internet Explorer, available hot keys include: l
Alt + A: Creates a new appointment within the Calendar or Communication tab.
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Alt + N: Inserts today’s date into a date field.
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Alt + T: Creates a new task from the Calendar or Communication tab.
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Alt + E: Creates a new email from the Calendar or Communication tab.
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Alt + V: Switches between Calendar and List view from the Calendar or Communication tab.
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Alt + C: Exitx from some screens.
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Alt + S: Saves records.
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Alt + â: Opens drop-down lists.
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Firefox: Alt + Shift + Key, and then press Enter.
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Chrome: use Alt + Shift + Key l
Safari: use Alt + Ctrl + Key
Go arrow
Icon Description
Click the triangular Go arrow to open the summary screen of the related record.
Search Select Advanced
A small magnifying glass displayed next to a down-pointing arrow indicates a Search Select
Advanced field. For example, the magnifying glass and arrow are displayed for the Wave Activity field on the New Lead page.
Icon Name
Search Select Advanced field.
Use the Search Select Advanced icon to search for records in Sage CRM. Type a few letters, click the icon, and search matches are displayed beneath the field.
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Search Select Advanced results
Click a matching record to fill in the text box. If only one match is found, the text box is automatically filled in. Alternatively, click the 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 jump to the summary page of that record.
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Ctrl + Click the record name to display the record's Summary page within the context of the entity.
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Double click the record name to open it in a pop-up window.
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.
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 (page 24-1) .
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To turn onscreen coaching off, click the X icon. 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.
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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 Guide.
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Getting help
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From within Sage CRM, if you're a bit lost, click the Help icon to get contextual information about the screen you're in.
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If you're eager to get up and running with Sage CRM, click Getting Started on the Main menu to open our Getting Started page. This page shows the order in which you should complete tasks to get the most out of Sage CRM. The Getting Started page is a great resource that links to Help topics and videos tutorials for specific tasks.
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For additional content, you can subscribe to the
Sage CRM Community
. You'll find blog articles, additional pdfs, white papers, customer stories, and user forums.
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For tutorial videos,go to the
Sage CRM Video channel
. New Cloud users who want to get started quickly can take a look at the
Getting Started video series.
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Most videos available are in English. Some French, German and Spanish videos are also available for your convenience.
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Chapter 3: Finding information
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Using Find screens
You can search for an entity record using criteria on the Find screen.
1. Click Search | <Entity>.
2. Enter search criteria.
3. Click Find.
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4. To open a record, click the entity link. For example, to view details about a Company, click the company name link.
The Quick Look tab shows you the most recent activities your organization has had with the company.
Basic search techniques
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Repeating an earlier search
The Recent List displays the most recent information you've been working with. It’s a fast way to get back to your most frequently accessed customer information. You can use the icons on the
Recent List headings to open the corresponding Find screen.
Resetting search criteria
When you perform a search on an entity, the results screen displays your criteria and any matching records. If you return to the Find screen for that entity during the same session, the previous results remain onscreen. To perform a new search, you must clear the screen. To do this, click Clear.
Combining search criteria
You can combine any number of criteria on a Find screen. This example shows you how to combine company name and person name search criteria.
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1. Click Search | Person.
2. Enter the person name or part of the name in Last Name, and the company name in Company
Name.
3. Click Find.
4. Click the person link that you want to drill down on.
Wild card search
To use a wild card search, enter % before the value in a field on the Find screen.The returned matches contain this value. For example, enter %software in Company Name to return all companies containing the word software.
Date field search
You can search by date on some entity Find screens. These steps search for leads created between two specified dates.
1.
Click Search | Lead.
2. Select Between from Opened.
3. Click the first calendar and select a date.
4. Click the second calendar and select a date.
5. Click Find.
Your System Administrator can add date search fields to any Find screen in Sage CRM.
Numeric field search
You can search by numeric value if your System Administrator has added numeric fields to the entity Find 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.
Using the Search box
To perform a search across all main Sage CRM entities at once, enter key terms in Search.
For example, a search for european software services returns all records containing the words european + software + services in any text field. The words can appear in any order within a record and across more than one text field. You can search for Company, Person, Opportunity, Lead,
Case, and custom entity records.
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. When you click a returned record, the summary screen of that record is displayed.
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Press Ctrl + s to jump to the Search box. When you enter your search term, use the up and down arrows and Enter to select a returned record.
Using Logical Search
Use Logical Search to perform complex database searches based on the main Sage CRM entities.
You can create enhanced searches based on a WHERE clause, and extend the selection criteria using AND and OR clauses. For example, you could create a Logical Search for all companies
WHERE the city equals Chicago AND the number of employees is over 1000 OR the annual revenue exceeds $10 million.
You can search for Case, Communication, Company, custom entity, Custom Note,
Lead, Opportunity, Order, Person, Quote, and Solution records.
1. Click Search | Logical Search.
2. Add fields on which your search is based.
3. Specify values for the fields.
4. Set relationships between the fields.
5. To review the SQL query behind your search, click Preview SQL.
6. Click Find.
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When building a Logical Search with multiple search criteria, you should save the search as soon as the results are displayed. If you log off the system before saving it, the search is lost.
Using Logical Search to find a company
This example searches for all customer or prospect companies in the United States.
1. Click Search | Logical Search.
2. Select Company from Entity and Address: Country from Field Name, and click Add.
3. Select Company: Type from Field Name and click Add. Repeat this step to add another
Company: Type field.
4. For Address: Country: l
Select the equals operator.
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Select United States from Value.
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Select And from And/Or.
5. For the first Company: Type field l
Select the single opening bracket from (. Brackets must always enclose an Or statement. This example searches for companies that are either customers or prospects, so enclose these two search terms within single brackets.
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Select the equals operator.
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Select Customer from Value.
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Select Or from And/Or.
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6. For the second Company: Type field l
Select the equals operator l
Select Prospect from Value.
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Select the single closing bracket from ).
7. Click Find. A list of all companies matching your search criteria is displayed.
Using Logical Search to find a person
This example searches for a list of Chief Executive Officers who work in computer software, computer hardware, or computer services, and are based in US East.
1. Click Search | Logical Search.
2. Select Person from Entity and Person: Title Code from Field Name, and click Add.
3. Select Company: Segment from Field Name and click Add. Repeat this step to add two more Company: Segment fields.
4. Select Company: Territory from Field Name and click Add.
5. Select the radio button beside Company: Territory and use the arrows to move the field up under the first Company: Segment field.
6. For Title Code l
Select the equals operator and select Chief Executive Officer from Value.
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Select And from And/Or.
7. For the first Company: Segment field l
Select the double opening bracket from (.
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Select the equals operator.
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Select Computers - Software from Value.
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Select And from And/Or.
8. For Company: Territory l
Select the equals operator.
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Select US East from Value.
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Select the single closing bracket from ).
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Select Or from And/Or.
9. For the second Company: Segment field, l
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Select Computers - Services from Value.
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Select Or from And/Or.
10. For the third Company: Segment field l
Select the equals operator.
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Select Computers - Hardware from Value.
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Select the single closing bracket from ).
11. Click Find. A list of all people matching your search criteria is displayed.
Working with saved searches
To make searching easier, you can use predefined saved searches or save your own search criteria to use again later.
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Using an existing saved search
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Using an existing saved search
You can use predefined saved searches to return lists of records.
1. Click Search | <Entity>.
2. Select a saved search from Saved Search. For example, l
My Companies on the Company Find screen returns all companies assigned to you.
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My Cases in Progress on the Case Find screen returns all active cases assigned to you.
The selected saved search list is displayed.
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Creating a saved search
You can save the search criteria that you use to search for Companies, People, Opportunities,
Orders, Quotes, Cases, Solutions, Leads, or Communications.
You can save a Logical Search in the same way as you save any other search. However, only your
System Administrator or Info Manager can make a Logical Search available to other users.
You can create a group to save search criteria. For more information, see
1. Click Search | <Entity>.
2. Enter your search criteria and click Find.
3. Click the New Search icon
.
4. Enter the name of the new saved search. For example, San Francisco Companies - 21 - 50
Employees.
5. To share the saved search, select Available to all Users. Only System Administrators and
Info Managers can share saved searches.
6. Click Save.
Updating a saved search
You can edit your saved searches.
1. Click Search and click the entity that contains the saved search.
2. Select the saved search from Saved Search.
3. Select your new search criteria and click Find.
4. Click the Update Search icon
5. Click Save.
and change the name of the saved search if required.
Deleting a saved search
You can delete saved searches that are no longer useful to you.
1. Click Searchand click the entity that contains the saved search.
2. Select the search from Saved Search.
3. Click the Delete icon beside Saved Search.
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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Setting the size of the search results list
Performing actions on search lists
You can perform actions on all search lists.
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To create a merged document for all contacts contained in your list, click More | Merge to
Word or Merge to PDF.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
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To export your list of contacts and contact details to a spreadsheet or text file, click More |
Export to File. You must have appropriate rights to do this.
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To create a new task with the same details for each contact on your list, click New | New
Task.
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To create an email with merge fields, which can be sent to each contact on your list, click New
| New Email. You must have appropriate rights to do this.
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 Statusand click Filter. The list of communications is restricted to those with a status of Pending. This filter applies to all
Company Communications lists until changed or until you log out.
Sorting records in a list
You can change the sort order of any list that includes an underlined column heading. This example changes the sort order of the Calendar list from Date/Time to Action type.
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1. Click the Calendar tab.
2. Click List View.
3. Click the Action column heading. The Calendar list is sorted by Action. The triangle next to the column heading indicates the column by which the list is currently sorted.
4. To change the sort order back to Date/Time, click the Date/Time column.The Calendar list is sorted by Date/Time with the most recent pending communication first.To change the sort order to ascending, click the Date/Time column again.
Setting the size of the search results list
You can specify the default maximum length of lists and grids on any screen.
1. From <My Profile> | Preferences, click Edit.
2. Select the default maximum length from Grid Size.
3. Click Save.
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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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Deleting company or person records
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 searches for possible duplicate company names. For more information on deduplication, please refer to
Preventing duplicate entries (page 4-13)
. 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.
4. Click Save. You may need to scroll back to the top of the page to do this.
Company fields
Field
Company Name
Type
Description
Name of the company
Type of relationship to your company. For example, Prospect, Supplier, or Customer.
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Field
SLA
Website
Status
Segment
Employees
Revenue
Source
Territory
Account Manager
Mail Restriction
Address fields
Field
Address 1
Address 2
Address 3
Address 4
City
State
Zip Code
Country
Type
Description
Service Level Agreement that the company has signed up for—please refer to
Cases
(page 20-1)
. The SLA selected here will be the
default SLA for any cases you create relating to the company.
The company URL
Current status, for example, Active or Inactive.
Industry sector, for example, Retail or
Financial Services.
Number of people employed by the company.
Company revenue. The standard drop-down values for this field are in USD ($).
How contact with the company was initiated.
For example, Tradeshow or Customer
Referral.
Security territory of the company. Please see
Territory management (page 4-4)
Person from your organization responsible for the relationship with this company.
A flag to allow or prevent the company being added to mailing lists.
Description
First line of the address
Second line of the address
Third line of the address
Fourth line of the address
City the company is based in
State or county
Zip or postal code of the address
Country the company is based in
Type of address. You can check one or more type.
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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
Business
Fax
ISDN
Modem
Toll Free
Info
Sales
Support
Person fields
Field
Last Name
First
Salutation
Middle
Suffix
Gender
Title Code
Title
Department
Territory
Account Manager
Type
Description
Main switchboard phone number
Main fax number
Integrated Services Digital Network number
Modem number
Toll free number
General information email address
Sales email address
Support email address
Description
Person's family name
First name
Salutation. For example, Mr, Dr, or Miss.
Middle name or initial
Suffix. For example, BA (Hons), MSc, or Esq.
Male or Female
List of roles. For example, Managing Director or Sales Executive.
Free text description of person's title as it appears on their business card.
Department the person works in
Security territory of the person. Please see
Territory management (page 4-4)
Person from your organization responsible for the relationship with this person.
Organizational area that this person works in.
One or more can be checked.
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Person phone details fields
Field
Home
Mobile
Person email fields
Description
Person's home phone number
Person’s mobile phone number
Field
Business
Private
Description
Person's work email address
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 an arrow or X beside them.
2. Complete the required fields and correct any entries in the wrong format.
3. Click Save.
Icon Description
Required. You must enter information in fields containing a red arrow
Incorrect format. Entries that are incorrect, such as dates in the wrong format, are highlighted with an X.
Territory management
The Territory field is available on main entities (Company, People, Communications, Leads,and
Opportunities, and Cases) and custom entities screens built with Sage CRM Builder. 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.
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 address 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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Assigning a different address to a person
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Adding a private address to a person
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Changing company details
1. Open the Company record you want to update, and click the Summary tab.
2. Click Edit.
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 Edit.
3. Make your changes andSave. 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.
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,
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Preventing duplicate entries (page 4-13)
. 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.
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To select an address from the list of Company addresses, click Select address from
list.
5. Click Save.
Maintaining address links
User Requirement: 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 Stree 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. Select Search | Company and click the company name.
2. Click the Addresses tab. This displays a list of all company addresses.
3. Add a new address. The new address is displayed in the Company Addresses tab.
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The Link Status icon shows a status of single-linked. If the company address you're about to change is linked to existing contacts, it shows as multi-linked.
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A Link Status icon showing a status of single-linked in the context of a Person means that the address is associated with the current person only, but not with other contacts or with the company. For example, a home address.
4. 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. This 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.
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Default Address check box. This shows if the current address is set as the main address of the company or of the contact people.
5. Click the pencil 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.
6. 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.
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.
7. Click Save, and then Continue.
The list of Addresses is displayed. The Link Status icon shows a status of multi-linked. 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.
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.
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2. Click the Addresses tab and click New Address.
3. Fill in the address details, and select Home.
4. Click Save.
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
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: l
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.
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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.
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
and
about the information in the Relationships tab. You can also display relationship information on your
Relationship fields
Field
Relationship Type
Relationship Name
Description
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.
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".
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Field
[Entity] Search Select
Notes
Description
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.
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. You can add a new note or edit an existing note by clicking the Maintain Relationship pencil icon and clicking the note you want to change.
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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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.
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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.
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: l
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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, please refer to
Preventing duplicate entries (page 4-13)
. If no potential duplicate person is found, the New Person page is displayed.
4. Fill in the relevant details.
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Leave the For panel blank if you don't want to associate this person with a company.
5. 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 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 Edit.
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
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:
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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.
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Click an existing company.
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Proceed to add a new company by clicking Ignore Warning And Enter Company.
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
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 Edit 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
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Maintaining address links (page 4-7) .
Merging duplicate people
User Requirement: Your System Administrator must give you rights to delete.
Check box
DELETE Source Entity
Select/Deselect All
Merge Opportunities
Merge Leads
Merge Cases
Merge Relations
Merge Library
Description
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.
Use Select All to delete the source person and merge the associated data over to the destination person.
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.
Check this option to merge the leads associated with the source person over to the destination person.
Check this option to merge the cases associated with the source person over to the destination person.
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.
Check this option to merge the documents associated with the source person over to the destination person.
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Chapter 4
Check box
Merge Communications
Merge Notes
Description
Check this option to merge the communications associated with the source person over to the destination person.
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 Edit 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. Check the boxes 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.
Deleting company or person records
User Requirement: System Administrator or Power User rights
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: l
Ask your administrator to give you the rights to merge Company and Person records.
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Set the company status to inactive. Your System Administrator can also add a status field to the Person Summary page.
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Open the Company Summary page.
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Click Save.
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Communication fields and icons
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Scheduling unlinked communications
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Scheduling a quick appointment or task
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Changing the status of a communication
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Reassigning an existing task to a colleague
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Scheduling a task for a colleague
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Checking a colleague’s calendar
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Inviting external attendees to a meeting
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Creating a task
1.
Click New | New Task.
2. Enter the details on the page.
The time and date fields under Due Date/Time are automatically populated with the current date and a time 30 minutes into the future.
3. Click Save.
User Guide 5-1
Chapter 5
Creating an appointment
1. On the Calendar tab, click New Appointment. Alternatively, click New | New
Appointment.
2. Fill in the details of the appointment. Use the Regarding panel to link the appointment to an existing company and person.
3. Ensure your name is selected from the list of users, and click Save.
Scheduling a callback
1.
Click Search | Person.
2. Type the name of the person and click Find.
3. Click the person you want to schedule the callback with.
4. Click New | New Task.
5. Enter the details and click Save.
Communication fields and icons
A communication can be a task or an appointment.
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Regarding panel fields
Field
Company
Description
The company you're communicating with. If linked, you can jump to the related Company record.
5-2 Sage CRM
Field
Person
About
Details panel fields
Field
Action
Subject
Location
Details
Status
Priority
Territory
Private
Created By
Created Date
Percent Complete
Chapter 5: Appointments and tasks
Description
The person you're communicating with. If linked, you can jump to the related Person record.
The related opportunity or case. If linked, you can jump to the related Opportunity or Case.
Description
The type of task, for example, Phone Out.
Subject of the communication.
Appointments only. Location of the appointment. You can add a Resource user, for example, London meeting room. If you've already typed some text, the resource user is added afterward, after a semi-colon.
A summary of the task.
Status of the communication. For example, planned, complete, or canceled.
Priority of the task. For example, high, medium, or low.
Security territory of the communication. For more information, see
Territory management
(page 4-4)
.
Select this checkbox if the task should only be viewed by the assigned user.
Once your save the communication, this displays the user who created it.
Once you save the communication, this displays the creation date.
This tracks the progression of a task.
If you work only in Sage CRM, this displays either 100% when the task is complete, or 0% if the task is canceled.
If your tasks are synchronized from Outlook, the field displays the value set in Outlook (any value from 0% to 100%).
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Chapter 5
Field
Completed Time
Organizer
Description
This records the time and date at which a communication was completed. When you insert or update a communication, these rules for
Completed Time
apply :
If the status is not complete ,then the completed time is set to blank.
If the status is complete ,then the completed time must be filled in. If you don't fill it in (or leave it blank), then it is set to current time.
This field is read-only, and is displayed once you save the communication. It shows the name of the communication organizer.
If the communication is created in Sage CRM, the field displays the same name as the
Created By field. If an appointment is created in
Classic Outlook integration, and then synchronized with Sage CRM, this field shows the name of the meeting organizer. If the
Classic Outlook meeting organizer is not a
Sage CRM user, then their email address is displayed.
Scheduling panel fields
Field
Due Date/Time
Description
Date the task must be completed by. This appears in all Sage CRM Communications lists and determines where the task appears in the
Tasks panel of your Calendar View. When you add a due date/time, the Onscreen Reminder field is enabled, and the reminder date/time set to the same time as the due date/time.
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Chapter 5: Appointments and tasks
Field
User
Start Date/Time
Onscreen Reminder
Reminder Date/Time
Send Reminder Message
Description
The person who is responsible for executing the task.
If Sage CRM system has less than ten users, this field is displayed as a list. You can select several users at the same time by using the mouse and holding
CTRL
key.
If Sage CRM has more than ten users, use the
Search For field to find users more easily. You can select several users at the same time by using the mouse and holding the
CTRL
key.
Click
Add
to assign them to the task or meeting.
Note
: When you add more than one user to a task, you're creating multiple tasks.
Date/time the task is active from. Used in
Outlook if you're filtering tasks by the active date and time.
This field is implementation dependent and may have been switched off by your System
Administrator. Select this checkbox to get an onscreen reminder for the task.
Date/time of the reminder. Defaults to the due date/time.
If the Onscreen Reminder field is enabled, select this checkbox to receive the reminder in different formats depending on the priority of the communication. The different formats and priorities are set up within Preferences. For more information, see
Preferences (page 24-
1)
.
The team the task is assigned to.
Team
If the new communication is an appointment, the Scheduling panel includes the additional fields described below.
Field
Date / Time
Description
Start date and time of the appointment.
Defaults to the current date/time.
User Guide 5-5
Chapter 5
Field
End Time
All Day Event
Reminder
Recurrence
Description
End date and time of the communication.
Defaults to half an hour after the Date/Time.
Select this checkbox to make the appointment an all-day event. The date/time and end time date become read-only and the appointment is set to last from 00:00 to 11:59 pm (23:59) the same day. When viewed in the Calendar, an all-day event appointment is prefixed with "All
Day Event".
Select the length of time from the list. This is the length of time prior to the meeting taking place that you receive a reminder.
Click this to make an appointment a recurring event. For example, you can set up a team meeting every Monday at 10.00 AM.
Meeting planner panel
The Meeting Planner panel is displayed on all appointments (communications where the Action field is set to Meeting). It is not displayed for recurring appointments or tasks.
Follow-up panel fields
Field
Create Follow-up Task
Create Follow-up
Appointment
Create Follow-up
Opportunity
Description
Select this checkbox to create a new task based on the current information, immediately after saving the current task.
Select this checkbox to create a new meeting based on the current information, immediately after saving the current task.
The Create Follow-up Task and Appointment checkboxes cannot be checked at the same time
Select this checkbox to generate a new opportunity based on the current information.
This is only displayed when editing existing communications.
Campaigns panel fields
To link the communication to a marketing campaign, click Show Campaigns.
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Chapter 5: Appointments and tasks
Field
Wave Activity
Response Type
Description
Search and link the communication to a campaign wave activity. If the communication is scheduled within the context of a wave activity, the wave activity is read-only.
Once the communication is linked to a wave activity, you can select a response type.
Communications generated within the context of a campaign are automatically linked to a wave activity. When edited, the Campaigns panel is immediately displayed. For more information, see
Campaign management (page 18-1) .
Action type icons
Icon Action
Vacation
Phone Out
Phone In
Letter Out
Letter In
Email Out
Email In
Fax Out
Fax In
Meeting
Demo
To Do
User Guide 5-7
Chapter 5
Status icons
Icon Status
Pending
In Progress
Complete
Canceled
Priority icons
Icon Priority
High
Normal
Low
Scheduling unlinked communications
You can create new tasks and appointments, which are not linked to a company or person. This commonly occurs with internal communications.
1. On the Calendar tab, click New Task. The Enter New Task page is displayed.
2. Fill in the details. Leave the Regarding panel blank.
3. Ensure that your name is selected from the list of users.
4. Click Save.
Scheduling a quick appointment or task
Some appointments or tasks don't have to be linked to Person or Company records.
To create a quick appointment:
1. Click the Calendar tab. If you're in List View, click Calendar View.
2. Type a few key words in the Quick Appointment field at the top of the Calendar panel.
3. Select the time and approximate duration from the next two fields.
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Chapter 5: Appointments and tasks
4. Click Quick Appointment.. Note: When you create a quick appointment in Day view, the appointment is scheduled for the day you're looking at, not for the current day.
To create a Quick Task, repeat the steps described above using Quick Task at the top of the Tasks panel.
Changing the status of a communication
Depending on your access rights, you can change the Status, Team, Territory, and Regarding
panel fields for a task.
1. Open your Calendar.
2. In List view, click the action icon for the task. The Task Synchronization Management Fields
Details page is displayed.
3. In Calendar view, click the Pending status icon. The status is automatically changed to
Complete and the Task Details page is displayed.
4. As you're making the call, you can add notes to Details.
5. When the call is completed, select Complete from Status.
6. Check the follow-up boxes if required.
7. Click Save. The Calendar page is displayed.
The completed task no longer appears in your Calendar. It's saved in the Communications tab of the Person with whom the call was scheduled, forming part of the customer history.
Tasks are rolling in Sage CRM; a task stays in the Tasks panel of your calendar until it's completed. Appointments are not rolling; an appointment stays in your calendar on the date and time scheduled. For more information, see
Navigating your calendar (page 5-
Finding a communication
1. Click Search | Communication.
2. Enter your search criteria.
3. Click Find. A list of results is returned.
Adding attachments to tasks
1. Find and open an existing task, or create a new task.
2. Click Add Attachment. If you're creating a new task and have not yet saved it, you are prompted to do so.
3. From the Attachments tab, click Add File. You can also drag and drop the attachment(s) to the Drop files here... area (not available on Internet Explorer).
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Chapter 5 l
In IE, click Browse to navigate to the file.
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In other browsers, select the file(s) you want to add. A list of the file(s) you have attempted to upload is displayed. The green check mark and red cross icons indicate whether the files uploaded or not. To upload successfully, the files must comply with the system file size, type, and number of files settings. These are defined by your
System Administrator.
4. Click Save. You can use Add File to attach more files to the task.
To view a file you've already attached, click the paperclip icon next to the attachment, or drill into the attachment and click View Attachment. All files attached to a task in the context of an entity
(Company, Person, Opportunity etc) are also saved as entries in the Documents tab of that entity.
Reassigning an existing task to a colleague
1. On your Calendar tab, click the Action icon of the task. The Task page is displayed.
2. Select the name of your colleague from User.
3. Click Save. The task is now displayed in your colleague's Calendar/Tasks tab.
Scheduling a task for a colleague
1. Click the Calendar tab.
2. Click New Task.
3. Use the Search Select buttons to link the task to a company and person in the Regarding panel.
Regarding panel
4. Add in the task details,and select your colleague from User.
5. Click Save.
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The new task is displayed in the Communications tab of the company and person selected, and in the Calendar tab of the assigned user.
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Created By indicates who scheduled the task.
Checking a colleague’s calendar
If you've appropriate security rights, you can check a colleague’s calendar.
You can check a colleague’s calendar using the Calendar tab.
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Chapter 5: Appointments and tasks
1. Click <My Profile>.
2. Click the arrow beside your user name and click your colleague's name.
3. Click the Calendar tab. Your colleague’s calendar is displayed.
Alternatively, you can check a colleague’s calendar while you're scheduling a meeting.
1. In your own profile, click the Calendar tab.
2. Click New | New Appointment.
3. Select your colleague's name from User on the Scheduling panel.
4. Review the Meeting Planner panel; any conflicts with the current meeting are highlighted in red. Hovering over the overlap shows the details of the meeting.
5. Make any necessary adjustments to the date and time and click Save.
Navigating your calendar
Graphic Description
To create a new appointment, click
New | New Appointment
.
To create a quick unlinked calendar entry, enter a few key words in
Quick
Appointment
, select a time and approximate duration, and click
Add
.
To create a new task, click
New | New
Task
. For example, a call back you need to make.
To create a quick item in your task list for the day, enter a few key words in
Quick Task
, and click
Add
.
To create and send an email, click
New | New Email
.
To reduce or expand the your list of tasks that's displayed, select a duration from
Tasks To View
. You can toggle overdue tasks on or off.
Overdue tasks are highlighted in red.
User Guide 5-11
Chapter 5
Graphic Description
By default, the Filter Box shows all
Pending appointments and tasks. You can change this to show Canceled,
Complete, or All types of Status. When you change filter settings, remember to click
Filter
.
To display the list view of the
Calendar/Tasks page, click
List View
.
When you're in the list view, and want to display the calendar view, click
Calendar View
.
To print all appointments and tasks for the daily or weekly calendar view, and all overdue tasks, click
.
If you have access rights to view your colleagues' calendars, click
<My
Profile>
, click the arrow beside your user name, and select your colleague's name.
Use the
View By
list at the top of the
Calendar panel to switch between daily, weekly, monthly, and yearly views of your calendar. You can customize your daily view in
<My
Profile> | Preferences
. For more information, see
User preferences
(page 24-1)
.
Note:
The monthly and yearly calendar views need more space to be displayed. If you select either of these options, the Tasks panel isn't displayed. Tasks are displayed on the
Monthly and Yearly calendars.
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Chapter 5: Appointments and tasks
Graphic Description
Use the date display at the top of the
Calendar panel to navigate forwards and backwards from the current date.
To select a specific date, click the calendar icon.
Note:
Changing the date display on the Calendar panel affects the view of your appointments in your calendar.
The tasks that you can view are determined by the settings at the top of the Tasks panel.
To display daily view of your calendar for today, click
View Today
.
You can reschedule appointments in your calendar by drag-and-drop.
Select the communication icon and drag the appointment to a new time or date.
Gray shading indicates the current time, date or week in the daily, weekly, and monthly calendar views respectively.
Meeting planner
To speed up the planning process, a meeting planner tool is available on the Enter New
Appointment page.
You can schedule a meeting and invite your colleagues.
1. Go to Calendar, and click New Appointment. Your user name is already selected as an attendee in the meeting planner.
2. Link the meeting to a person in Sage CRM. To invite colleagues, search for the names in the
User field and click Add. They are displayed in the meeting planner. Conflicts with the current meeting are highlighted in red. Hover over the overlap to see more details of the meeting.
User Guide 5-13
Chapter 5
Meeting Planner showing overlapping meetings
2. When you've filled in the relevant details for the communication, click Save. In the Team CRM calendar, an appointment icon is displayed for each invited user.
You can't create meetings which last more than 24 hours.
Reviewing contact history
If you want to find out what contact your company has had with a particular company or person, you can investigate it in a number of ways.
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With the company or person Quick Look tab selected, review your recent history with this company or person at a glance. The Quick Look tab lists the most recent communications, cases, and sales opportunities linked to the company or person.
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With the company or person Summary tab selected, run a Company or Person Summary report to review a quick overview of account information in PDF format.
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With the company or person Communications tab selected, review the list of communications your company has had with the company or person.
Inviting external attendees to a meeting
The External Attendee tab is displayed when editing an existing appointment in CRM. It shows everyone who has been invited to the meeting, who is not a CRM user. This can include people who are at the same company that the appointment is about, an external consultant, or even colleagues who are not CRM users. If the External Attendees tab contains any people, then a small person icon is displayed on the External Attendees tab.
The Regarding panel of an appointment lets you link the appointment to the main company, person, and opportunity (or quote, order, or case) that the meeting is about. This displays the appointment in the Communications list of the selected company, person, and opportunity (or quote, order, or case), thereby keeping track of valuable customer history and planned actions.
Regarding is not the same as Invited. People invited to the meeting, who are not CRM users, should be represented in the External Attendees tab
The User field on the Scheduling panel lets you link the appointment to other CRM users. This displays the appointment in each of their calendars, ensuring accurate scheduling for everyone involved.
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Lets you link multiple people to the appointment from within CRM. These people can work at the same Company set in the Regarding panel on the appointment, or they may be from other
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Chapter 5: Appointments and tasks companies, or individuals with no company affiliation.
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Lets you view the appointment in the Communications list of each person from the External
Attendees tab, as long as they exist in CRM. Again, this keeps that vital customer data up-todate.
Recurring appointments
The Recurring Appointments feature allows appointments (meetings) to recur based on a defined recurrence pattern.
Many companies have regularly occurring events, for example, an Engineering Department progress meeting on the first Monday of every month. Instead of having to manually enter each event, this can be done by creating the appointment once and setting up a recurrence pattern.
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Creating a recurring appointment
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Changing a recurring appointment
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Deleting a recurring appointment
Creating a recurring appointment
1. Click New Appointment from within the Person, Company, Lead, Opportunity, or Solution context.
2. Click Recurrence.
3. Set the Recurrence Pattern to Daily, Weekly, or Monthly.
4. Select the Daily Pattern for each date in the series.
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If you select Occurs Once At, only one communication is created for each date set up in the recurrence pattern.
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If you select Occurs Every, several communications are created. Use Starting At and
Ending At times to specify a range in which the communications will occur.
5. Select the Start Date and End Date for the recurring pattern of appointments.
6. Click Continue and then click Save.
The default maximum number of occurrences is 200. This is set by your System
Administrator. If you exceed the maximum number of occurrences, an error message is displayed and you can't save the appointment.
Changing a recurring appointment
1. Click the appointment icon. The text on the lower part of the Scheduling panel indicates the current recurrence status of the appointment.
User Guide 5-15
Chapter 5
2. To change the date or time or any of the recurrence details, click Recurrence.
3. When you've made your changes, click Continue.
4. You can edit other details of the communication, for example the attendees ,and decide if the changes apply to just one appointment or to all the recurrences for this appointment.
5. Click Save.
6. If you've made changes to the appointment, a dialog box opens and lets you apply your changes to This Appointment Only, All Appointments In The Series, or This and Future
Appointments.
You can turn existing non-recurring appointments into recurring appointments and vice versa.
Deleting a recurring appointment
If you've rights to delete communication records, you can also delete recurring appointments. You do this in the same way as non-recurring appointments.
When you select All Appointments In The Series, all recurrences of the appointment are deleted.
Deleting a communication
User Requirement: Your System Administrator must give you rights
You can change a communication status to Complete or Canceled. All communications, even those completed in the past, form an important part of the customer history.
1. Find and open the communication you want to delete.
2. From the Details page, click Delete. If the communication has attachments, for example an email or a letter, then they arealso be deleted, and no longer available in the Documents tab of the associated entity (Person, Company, Opportunity, etc.) Note: This does not apply to mass mail communications deleted in the context of a recipient.
3. Click Confirm Delete.
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Chapter 6: Email
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Use Microsoft Outlook to send emails
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Sage CRM email
You can send and receive emails from Sage CRM. This means that you: l
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.
1. Click <My Profile> | Preferences and then click Edit.
2. Select the email template you want to set as default from Default Email Template.
3. Click Save.
Sending an email
You can specify that the email screen takes up the whole Sage CRM screen or is displayed in a new browser window. A new browser window lets you continue working in the system and write an email at the same time. For more information, see
.
User Guide 6-1
Chapter 6
1. To open a new email: l
Search for the customer you want to email and click the person’s email address.
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Click any email address in the system.
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Click New | New Email on the Calendar tab.
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Click New | New Email on any Communications tab.
2. Select a template from Template or use the default template to start a blank email. Sage CRM templates usually contain standard content and field codes. For more formatting layouts, click
Layouts. To search a large number of templates, enter a template name and click Go.
3. From contains your email address by default.
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If this field is set to None, the email comes from the user who's currently logged on.
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If you have permissions to send emails from other accounts, select the addresses from this list.
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If you've several account, you can change your default email address in <My Profile> |
Preferences | Default Email adress.
4. Select a Reply To address. This field is displayed only if you have permissions to send emails from other accounts.
5. Enter email addresses in To, and CC and BCC if required. To add Sage CRM users, select their name from the list of users and click To, CC, or BCC. You must add users one-by-one. If you're working in popup mode, find the person or company that you want to email and click their email address.
6. Type and format your message in the body section. You can include bullets and numbering, tables, text highlighting and color, HTML content, and inline images. For more information, see
Sending mass emails (page 17-15) .
7. To attach a shared document, use the Advanced Search Select icons to locate the file, select it, and click Upload Attachment. For more information, see
Search Select Advanced (page 2-
.
8. To attach a local file, click Browse, navigate to the file, and click Upload Attachment. To remove the attachment, click Delete.
9. Make any changes required to the communication options.
10. Click Send. When the email is sent, it's saved as a communication for the person to whom it was sent and in your calendar. To view the email, click the Communications icon.
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.
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Chapter 6: Email
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.
5. Complete the email fields and send the email. For a description of email fields, see
.
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 Email In/Out communication that was created when you sent or received the email.
2. Select New Case, New Opportunity, or New Lead from Create.
3. Enter the details of the Case, Opportunity, or Lead and click Save. The Case, Opportunity, or
Lead is saved against the person or company you emailed.
Filing inbound and outbound emails
If the Outlook Plug-in for 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 from Outlook to CRM (Classic Outlook integration) .
Email shortcut keys
You can use the following shortcuts:
User Guide 6-3
Chapter 6
Short cut
Shift + Click
Ctrl + Click
Alt + Click
What it does
Opens new email and puts addresses in
To
.
Opens new email and puts addresses in
CC
.
Opens new email and puts addresses in
BCC
.
6-4 Sage CRM
Chapter 7: Classic Outlook integration
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Downloading the Outlook plug-in for Classic Outlook integration
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Adding contacts: CRM to Outlook
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Adding Contacts: Outlook to CRM
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Changing and deleting contacts
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Synchronizing appointments and tasks
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Reviewing synchronization conflicts
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Attaching shared documents to Outlook emails
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Filing emails from Outlook to CRM
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Reinstalling the Outlook plug-in for Classic Outlook integration
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Uninstalling the Outlook plug-in for Classic Outlook integration
Downloading the Outlook plug-in for Classic Outlook integration
To use the Classic Outlook integration features of CRM, you need to download the Outlook Plug-in for Classic Outlook integration from within CRM. Before you do this: l
Check that your email account runs on Microsoft Exchange Server, or is a POP3 email account, as CRM Outlook client integration is supported for email accounts running on
Microsoft Exchange Server MAPI or POP3. Roaming Profiles are not supported for Outlook in a Terminal Services or Citrix environment.
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Check that you're running either Outlook 2010 or Outlook 2013 (Professional Edition).
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Check with your System Administrator that you're an administrator of your own machine and that Outlook integration / synchronization has been enabled.
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Check that your timezone is set correctly in <My Profile> | Preferences.
To download the Outlook plug-in for Classic Outlook integration:
1. Close Outlook if it is currently open.
2. Access Sage CRM by using Internet Explorer.
Currently, the Outlook Plug-in cannot be downloaded from any other web browser.
3. Click <My Profile> | Preferences.
User Guide 7-1
Chapter 7
4. Click the Install CRM Outlook Integration button. If the Microsoft .NET framework is not already installed on your computer, you're prompted to install it at this point. The .NET
framework must be installed for the Outlook plug-in to work.
5. Once the .NET installation has finished, click Continue. The Security Warning dialog box is displayed.
6. Verify the information in the security prompt, and click Run. The CRM Client InstallShield
Wizard is displayed.
If the plug-in has already been installed by another user on the current client, the
File Download and Security Warning dialog boxes are skipped, and the CRM
Client InstallShield Wizard will run automatically to take you through the procedure for installing the Outlook plug-in.
7. Ensure you're logged off CRM and Internet Explorer and Outlook are closed before continuing with the install.
8. Complete the InstallShield Wizard steps.
9. Open Outlook.
CRM Classic Outlook integration features are displayed within Outlook. In CRM, the Install icon changes to a Reinstall icon.
Using CRM from within Outlook (Classic Outlook integration)
The Sage CRM options are available from the CRM ribbon.
After the plug-in is downloaded, the following features are displayed in Outlook: l
A CRM ribbon with groups. See table below for details.
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A CRM Options page. To access it, click Options in the CRM ribbon of Outlook, or click
Options on the CRM Logon page.
The following table explains the CRM Actions group in the CRM ribbon.
CRM Actions group
File Email
Add Contact
Description
File single or multiple email records with the company or person record in CRM
Highlight an individual Outlook contact, then add to CRM using this button.
The following table explains the Synchronization group in the CRM ribbon.
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Chapter 7: Classic Outlook integration
Synchronization Group
Sync
View Conflict Log
View Skipped Items
Sync Info Reset
Options
Uninstall
Description
Initiates a synchronization between CRM and Outlook.
View conflicts which arise during synchronization to field-level detail.
View details about items that were skipped during synchronization. Please refer to
Reviewing skipped items (Classic Outlook integration) (page 7-10)
for more information.
Resets mappings between synchronized contacts, appointments and tasks back to the state they were in after the first postplug-in-install synchronization.
Opens the CRM Options page.
Uninstalls the CRM Outlook plug-in.
The following table explains the fields on the CRM Options page.
CRM Options Description
Server Name (Read-Only) DNS address of the Sage CRM Cloud platform.
The Outlook Plugin uses this to connect to your
Sage CRM Cloud account and synchronize data
Install Name (Read-Only) The unique reference id for your Sage CRM
Cloud account.
Use HTTPS (Read-Only) Ensures that all communication between the
Outlook plugin and your Sage CRM Cloud account are encrypted and secured over a
HTTP (SSL) connection.
Hosted (Read-Only)
Indicates that the Outlook Plug-in is configured to sync data to a Sage CRM Cloud account.
Sync Every (mins)
Show Conflicts
Sets the automatic synchronization interval.
Displays Synchronization Conflicts window after each synchronization when in Auto Synch mode
(the System Administrator sets the automatic synchronization interval).
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Chapter 7
CRM Options
Warning if Sync is to
Delete More Than [] Items
Description
A dialog box is displayed if more than the specified number of records in CRM are going to be deleted as a result of a synchronization. You can then decide to proceed with the deletions or to stop them.
Synchronizing contacts (Classic Outlook integration)
When you flag the Sage CRM contacts you want to add to Outlook, or when you amend or delete flagged contacts, the end result is reflected in Outlook once a synchronization takes place.
You must add Outlook contacts manually, by clicking Add Contact. If you amend or delete these contacts in Outlook, the end result is reflected in Sage CRM once a synchronization takes place.
Once contacts have been synchronized, it doesn't matter if you make changes to them in Outlook or in Sage CRM. The details get synchronized both ways. Synchronization can be done manually, or it can be done automatically at specified intervals.
Adding contacts: CRM to Outlook (Classic Outlook integration)
Before they can get synchronized, you first need to flag the CRM contacts you want to synchronize with Outlook. Note: If a synchronized CRM contact has an address that is shared by another person or company and the user changes that address in Outlook, CRM will update the shared address with the new information during Contact synchronization.
To flag CRM contacts and synchronize them with Outlook:
1. Click Outlook Contacts on the Main menu. The Outlook Contacts page is displayed.
2. Click Add Contacts. The Find And Add Contacts page is displayed.
3. Search for the contact or contacts you want to see in Outlook. For example, search for all people who work at the company Design Right Inc. A list of people matching your search criteria is displayed. They are all unselected by default.
4. Select any contacts you want to see in Outlook. You can use the Select/Deselect All check box to toggle all the contacts selections on or off. Note: You can sort contacts by clicking any subject heading except Remove Contact.
5. Click the Add Contacts button. The Contacts page is displayed, showing the contacts that you selected.
6. You can perform further searches to add more people to the Contacts tab.
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A quick way of adding, for example, all contacts where you are the Account Manager, is to click Add Group Of Contacts. You can also add a person to the Contacts tab
7-4 Sage CRM
Chapter 7: Classic Outlook integration from the Summary tab of any person in CRM, by clicking the Add To My Contacts.
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You can perform actions (Merge to Word, Merge to PDF, New Task, Send Email,
Export To File) on your Contacts list in the same way as you can for any search lists or saved searches.
If your System Administrator has disabled the Merge to Word option,
Merge to Word isn't displayed.
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You can wait until the next automatic synchronization takes place, or you can synchronize manually at this point if you want.
7. Click the Sync button from the Outlook ribbon to synchronize manually. A dialog box shows the synchronization status.
8. If the synchronization process has detected any conflicts, a dialog box is displayed allowing you to review the conflicts.
9. Select the Contacts folder in MS Outlook to check the people you chose from CRM are there.
Contacts synchronized between CRM and Outlook are tagged in Outlook with the Category
CRM Contact. This can be viewed by double clicking the contact in Outlook.
Adding Contacts: Outlook to CRM (Classic Outlook integration)
You add Outlook contacts to CRM manually with the Add Contact button. You cannot add a contact from outlook to CRM if the contact in Outlook has company information and the user does not have insert rights to the company entity in CRM. To add the contact, you must either be given rights to insert company data or you must remove the Company information from the outlook record.
If you change company information for a contact in Outlook and then synchronize with
CRM, the updated company information will not be carried through to CRM. You must manually update the company information for this contact in CRM.
CRM field level security is not applied to required fields in Outlook. So, for example, if you delete the contents of a required field in an Outlook Contact and then synchronize with CRM, you will not be warned that a required field has not been populated.
1. Click Contacts from the Outlook Shortcuts group.
2. Highlight the contact you want to add to CRM.
3. Click the Add Contact button from the ribbon. If the Outlook contact contains a company, a dedupe is performed on the Company name. Please refer to
Preventing duplicate entries (page
for more information on handling duplicate contacts.
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If a company match is detected in CRM, the list of matches is displayed and you can select a matching company by clicking it. Alternatively, if no company on the list
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Chapter 7 matches the contact you're adding, you can click the Ignore Warning and Enter
Company button.
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If you select a company from the list of matching companies, a dedupe is then performed on the Person. Please refer to
Preventing duplicate entries (page 4-13)
for more information on handling duplicate contacts. If any duplicates are detected, they are displayed. You can select a contact by clicking it. If no duplicates are detected, the new Person page is displayed in CRM within Outlook, with the existing contact details from Outlook filled in.
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If a company match is not detected, or if one is detected and you click the Ignore
Warning and Enter Company button, a new company (that includes the person details on the Person panel) is automatically created using the Company name from Outlook.
If the Outlook contact does not have a company associated with it, a dedupe is performed on the Person name.
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If a person match is detected in CRM, the list of matches is displayed and you can select a matching person by clicking it. Alternatively, if nobody on the list matches the contact you're adding, you can click the Ignore Warning and Enter Individual button.
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You can create a company for the contact in CRM by clicking New Company on the
Person details page. Please refer to
Adding a new company (page 4-1)
for more information on creating companies.
4. Click Save to save the contact in CRM. The contact is added to the Outlook Contacts tab in
CRM so that it gets synchronized in the future. When a contact is added from Outlook to
CRM, the Outlook plug-in will automatically run synchronization with CRM on contacts only.
This is to ensure that any additional information entered in CRM is also reflected in Outlook.
Changing and deleting contacts (Classic Outlook integration)
If you make any changes to any of your Sage CRM contacts, the changes are reflected in Outlook the next time you synchronize.
When you remove a contact from Contacts in CRM or if the contact is deleted from CRM and therefore automatically removed from Contacts, it is deleted from Outlook the next time you synchronize.
Synchronizing appointments and tasks (Classic Outlook integration)
Before you start working with the Outlook Synchronization feature, you must check that your correct Time Zone is specified in <My Profile> | Preferences.
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The first synchronization synchronizes: l
Recurring appointments.
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Appointments which have been modified in 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 last 14 days.
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Tasks with a status of Pending or In Progress.
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Subsequent synchronizations synchronize: l
Appointments modified since the last synchronization get synchronized.
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Tasks modified since the last synchronization.
Outlook appointments and tasks (Classic Outlook integration)
To schedule a task from Outlook:
1. Click the Tasks folder in Outlook.
2. Click New Task from Home | New. The Task window is displayed.
3. Complete the details of the task, and set a reminder if you want. Although you can add a contact to the task in Outlook, this will not be reflected in CRM, even if the contact is in CRM.
4. Click Save And Close. The task is displayed in your Task list in Outlook.
5. Click Sync, then switch to CRM. The task is displayed on the Calendar tab. If you set a reminder in Outlook, it pops up in Outlook as a Reminder, and in CRM as an onscreen notification.This applies to tasks and appointments.
Tasks created in Outlook are given the default completion time of 12 noon on their Due Date in
CRM.
CRM appointments and tasks (Classic Outlook integration)
To schedule an appointment in CRM:
1. Set up the appointment with a contact, for example Arthur Browne, in CRM for next week, and click Save.
2. Switch to Outlook.
3. Click Sync. The appointment is displayed in your Outlook Calendar.
Working with appointments, meetings and multiple users (Classic Outlook integration)
When you're synchronizing appointments between Outlook and CRM, in particular where some of the users may only use Outlook and not CRM, the synchronization takes place as follows: l
If you create an appointment in Outlook for a non-CRM user, their email addresses appear in the CRM appointment at the end of the screen.
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Chapter 7
Outlook Response from non-CRM users displayed in CRM l
If you create an appointment in Outlook for multiple CRM users, multiple users are listed against the appointment in CRM—as long as email addresses have been set up against the user. The Outlook meeting organizer is displayed in the Organizer field in CRM.
CRM users as Attendees in Outlook and CRM l
If you create an appointment with a person, for example, Arthur Browne in CRM, his email address appears on the list of attendees in Outlook. You do not see from CRM if he has accepted the meeting and can attend.
Person in CRM as attendee in Outlook
When a user in CRM creates an appointment and links a person or company to it, the selected company or person is displayed in the body of the appointment in Outlook.
If you create an appointment in CRM with a user 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.
Only one Outlook calendar folder (the default Calendar) is supported by CRM Outlook Integration.
Private appointments (and tasks) do not get synchronized between CRM and Outlook.
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Chapter 7: Classic Outlook integration
Recurring appointments and tasks (Classic Outlook integration)
When creating a recurring Appointment in Outlook, an End By date must be selected on the recurrence dialog box if the appointment is to be synched to CRM. Recurring Tasks are not synchronized from Outlook to CRM. Recurring Appointments created in CRM get synchronized to
Outlook.
The default maximum number of occurrences allowed in CRM is 200. This is set by the System
Administrator. If you create a recurring appointment in Outlook with a greater number of occurrences than that allowed in CRM, then the appointments will not get synched. You should also note that CRM allows you to have more than one recurring appointment from a series occurring on the same day, but Outlook does not.
All day events (Classic Outlook integration)
An All Day Event in Outlook becomes an All Day Event in CRM. An All Day Event in CRM becomes an All Day Event in Outlook. For example, an All Day Event for Friday in Outlook, starts in
CRM on Friday at 00:00 and ends on 23:59 Friday.
An All Day Event appointment created in CRM is displayed in Outlook as an All Day Event.
Reviewing synchronization conflicts (Classic Outlook integration)
Conflict information is generated if two people change the same information in either 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 4 pm, finishing at 5.30 pm. The appointment is synchronized, and is displayed in CRM. Before the next synchronization takes place, one user changes the end time to 4.30 pm in CRM, and another user changes the end time to
6 pm in Outlook. When synchronization takes place, the appointment end time is updated to 6 pm in
CRM and Outlook, and a conflict is displayed in Outlook.
To review the synchronization conflict:
1. In Outlook, click CRM | View Conflict Log. The Synchronization Conflicts window is displayed.
2. Click the conflict you want to view in the List Of Logged Conflicts panel. The left-hand side of the Conflict Details panel shows the field or fields where a conflict has arisen. The righthand side of the Conflict Details panel shows the values before the synchronization took place.
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Hide Empty Fields and Hide Equal. Toggling these fields on or off hides or shows the fields where the values are equal in both Outlook and CRM.
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Clear Log. Clears all the conflict from the List Of Logged Conflicts panel.
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Delete Selected. Clears the selected conflict from the List Of Logged Conflicts panel.
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Chapter 7 l
Copy Details. Copies the Outlook value to the clipboard so that it can be reinstated if required.
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Help. Displays the CRM help page on Synchronization Conflicts.
3. Scroll to highlighted field to review the conflict in data. Click Close to close the
Synchronization Conflicts window.
Reviewing skipped items (Classic Outlook integration)
You can review additional information about appointments, tasks or contacts which could not be synchronized in the Skipped Items log.
The following scenarios cause items to be skipped rather than synchronized: l
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 only to one of occurrence of recurring appointment.
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A contact in Outlook has an empty first and last name.
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When there has been no response from Outlook when reading or writing an appointment, task or contact from or to Outlook.
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When a recurring appointment is created and the meeting organizer and invitees sync, but the meeting organizer later changes one of the occurrences in the series and sends the update to the invitees.
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An invitee of a recurring appointment tries to synchronize an appointment, where they are only invited to one or some of the occurrences of the series.
To view skipped items:
1. In Outlook, click CRM | View Skipped Items. The file, SKIPPEDITEMS.LOG is opened. An example of the text is:
***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 CRM server
Server ID:0
Outlook unique ID:2254403268
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Chapter 7: Classic Outlook integration
Cause:Exception raised: Incompatible recurrence pattern (no end date)
Logged at:MJ1024
This shows the time problem occurred (Logged On), the area the problem occurred in (Type), the Subject and Date & Time of the item (for appointments and tasks), and the cause. There is also additional information for your System Administrator or Support team (Action, Server
ID, Outlook Unique ID, Logged At).
2. Rectify the problem if you can easily do so. For example, adding an end date to recurring appointment in Outlook. If items are regularly being skipped that you expect to be synchronized, please refer to your System Administrator.
3. Close the SKIPPEDITEMS.LOG when you have finished reviewing it.
The log can also be viewed from C:\Documents and Settings\[username]\Application
Data\Sage\CRM\OutlookPlugin.
Attaching shared documents to Outlook emails (Classic Outlook integration)
When you're logged on to CRM from within Outlook, you can attach documents from the Shared
Documents tab in CRM to emails sent from Outlook.
1. Log on to CRM from within Outlook.
2. In Outlook, click New | Mail Message. The new email pane is displayed.
3. Click Attach Shared Doc. The list of documents available on the Shared Documents tab is displayed in a new window.
4. Select Attach for the document you want to attach to the email.
5. Click Attach. The selected document has been added to your email as an attachment.
Filing emails from Outlook to CRM (Classic Outlook integration)
You can file emails from any folder in Outlook against records in CRM.
When filing emails from Outlook to CRM, the plugin tries to match the email address on the Outlook email with an email address in CRM. You can also select a batch of emails from any folder in
Outlook and file them to CRM in a single action. When you perform a mass filing, CRM will look only for a match with the first email address in the batch you have selected. If no match is found for the first email address, you must manually match the email batch to a record in CRM. When filing batches of emails, it is recommended that all emails in the Outlook-based batch have the same email address.
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Chapter 7
When filing an email from outlook to CRM, if the user selects a company or person, the email will inherit the territory of either the company or person (in that order), depending on the users insert rights for those territories.
1. From your Inbox, highlight or click the email you want to file in CRM.
2. Click File Email when it becomes active. The File Email screen is displayed.
3. Use the Advanced Search Select buttons to specify what records you want the email filed against.
4. Check the settings in the Filing Options panel, and change them if you need to.
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Status The current status of the email (Canceled, Complete, Pending, or In Progress).
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File By Date And Time Select whether to file the email by the original date and time the email was received or by the current date and time.
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Action The action type under which to file the email, for example, Email In, Email Out, or Meeting.
5. Click File And View Email in Sage CRM. The Email In page is displayed. This gives you access to Email action buttons in CRM to reply to the email straightaway from within CRM.
This automatically logs the reply as a communication record against the customer.
6. Click File Email to return to the email list in Outlook.
7. If you click File And View Email for multiple emails, the Communications tab of the person you emailed is displayed.
8. Click Continue. The list of emails in Outlook is displayed.
You also can right-click your Inbox in Outlook, click Open In New Window, and drag and drop emails directly onto the Document Drop icon in CRM (Internet Explorer only). This method stores the whole email as an attachment to the communication record. For more information on dragging and dropping, please refer to
.
To file an email while sending it from Outlook:
1. Log on to Sage CRM from within Outlook.
2. In Outlook, click New | Mail Message. The new email pane is displayed.
3. Fill in the email address fields.
4. Click Send And File . The File Email screen is displayed.
5. Use the Advanced Search Select buttons to specify what records you want the email filed against.
6. Select the appropriate settings in the Filing Options panel.
7. Click File Email. The email is filed in the CRM database against the record you specified.
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Reinstalling the Outlook plug-in for Classic Outlook integration
Your System Administrator may instruct you to reinstall the Outlook plug-in. For example, if CRM is upgraded with a new plug-in.
1. Click <My Profile> | Preferences.
2. Click Reinstall CRM MS Outlook Integration. A dialog box is displayed, informing you that the new plugin will load next time you start MS Outlook.
You can check the Plug-in version from Internet Explorer.
1. Click Tools (cog icon on the top-right hand-side).
2. Click Manage Add-ons.
3. Right-click the CRM Outlook Plug-in file and click More Information.
Uninstalling the Outlook plug-in for Classic Outlook integration
Your System Administrator may instruct you to uninstall the Outlook plug-in for Classic Outlook integration.
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In the Outlook ribbon, click CRM | Uninstall.
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A dialog is displayed communicating that the uninstall was successful. Click OK and Outlook will be closed.
The plug-in cannot be uninstalled when User Account Control (UAC) is enabled in
Windows 7. To uninstall the plugin, a user with administrator privileges must temporarily disable UAC. After uninstalling, the administrator can re-enable UAC.
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Chapter 8: Lite Outlook Plug-in
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Installing the Lite Outlook plug-in
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Working with the Lite Outlook plug-in
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Installing the Lite Outlook plug-in
Before installing the plug-in, ensure that:
- You are an administrator on your computer.
- Your computer has Outlook 2010 or 2013 installed.
The Lite Outlook plug-in is for Sage CRM (Cloud). You can install it manually from <My Profile> |
Preferences, or via Active Directory Group Policy. Once it's installed, you can: l
File Outlook emails to Sage CRM.
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Add new contacts from the Outlook client to Sage CRM.
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Attach Sage CRM shared documents to Outlook emails.
The Lite Outlook plug-in does not perform any synchronization between Outlook and
Sage CRM.
1. Access Sage CRM by using Internet Explorer.
Currently, the Lite Outlook plug-in cannot be installed from any other web browser.
2. Click Install CRM Outlook Plug-in from <My Profile> | Preferences. A security prompt is displayed.
3. Click Install to continue. The install checks for .NET Framework 4.0. If this is not on your machine, follow the install steps for this first.
4. Click Continue once the .NET install is complete. File download and security warning dialogs are displayed.
5. Click Run. The CRM Client Install Shield Wizard is displayed.
6. Before continuing, make sure Internet Explorer and Outlook are both closed.
7. Click Install, and follow the steps on screen.
8. Once the install is finished, click Finish.
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Chapter 8
9. Open Outlook. A number of options are available. For more information, see
.
To manually uninstall the Lite Outlook plug-in:
1. Ensure Outlook and Internet Explorer are closed.
2. From Control Panel | Add or Remove Programs, click Sage CRM Client Applications, and follow the steps on screen.
3. You can reinstall manually from <My Profile> | Preferences | Re-install CRM Outlook
Integration.
Working with the Lite Outlook plug-in
When you log on to Outlook after installing the Lite Outlook Plug-in, a number of new options are available. The following are available from the CRM ribbon in Outlook 2010 and Outlook 2013
(Professional Edition).
Option
File Email
Add Contact
Send and File
Attach Shared Doc
Help
About Sage CRM Plug-in
Location / Description
Button on the CRM ribbon. Lets you file one or more emails to CRM. An email must be highlighted for this option to be active.
Button on the CRM ribbon. Lets you add a contact to CRM. A contact must be highlighted for this option to be active.
Sage CRM button within a new email. Launches the File Email page once the email has reached the Sent Items folder.
Note
:
Send
Immediately when connected
(File | Options |
Advanced) must be enabled for this option to work.
Sage CRM button within a new email.Lets you attach documents from
on the
Main menu.
Launches Sage CRM help for the CRM Outlook
Plug-in.
Version information.
When you try to access any of these options for the first time after opening Outlook, you're prompted to log on to Sage CRM.
Adding contacts (Lite Outlook plug-in)
To add a contact from Outlook to CRM:
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1. Highlight the contact in Outlook, and click Add Contact. Deduplication is carried out based on the match rules set by the System Administrator in CRM. For example, Company Name
"contains", and Person Last Name "contains". For more information, see
Preventing duplicate entries (page 4-13)
.
2. Review and complete the contact details in CRM and click Save.
3. The contact is added to the CRM database, and also displayed in Outlook Contacts on the
Main menu. Add Contact is disabled for the contact you've added.
If the CRM match rules detect that the contact is already in the CRM database, it's added to the
Outlook Contacts list on the Main menu.
Filing emails (Lite Outlook plug-in)
To file one or more emails from Outlook to CRM:
1. Highlight the email(s) to file and click File Email from the CRM ribbon. CRM searches for matches on the From address for incoming mail, and on the recipients email addresses for
outgoing mails. The results are displayed in the Email Target List.
2. Use the Add and Remove buttons to find or remove target companies/people to file under. If multiple people are selected, the email(s) are filed against each target specified.
3. Set the Filing Options to determine what kind of communication the email(s) are filed against.
4. Click File Email to carry out the filing in CRM and return to Outlook, or File and View to view the communication in CRM first. Attachments are saved with the communication record.
Filed emails are marked with the message Filed to Sage CRM.
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Chapter 9: Managing documents
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Creating a new template and adding merge fields
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Creating a quote or order template
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Creating a new template in Microsoft Word
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Uploading a Word document template
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Tracking documents on the Documents tab
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Retrieving a merged document from the Documents tab
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Adding a document to the Documents tab
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Linking email correspondence to a customer
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Dropping a document into the Documents tab
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Downloading the CRM plug-in
The CRM plug-in gives you access to the Document Drop feature, and the Edit Attachment button on the Document Details panel and during a mail merge. When you first encounter a feature that requires the plug-in (for example, the Document Drop icon in your Calendar), you're prompted to download the plug-in. 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 plug-in again.
These features are available only when working with Sage CRM in Internet Explorer.
Your System Administrator can configure access to the plug-in from <My Profile> |
Administration.
Mail merge templates
Sample mail merge templates are available from the Shared Templates list. Shared templates are stored on the Sage CRM server and are available to all users. Info Managers and System
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Administrators can create and upload templates available to all users.
You can create new mail merge templates that are available exclusively to you. You can also create mail merge documents with Word document templates you've saved locally. For more information, see
Uploading a Word document template (page 9-9) .
Performing a mail merge
You can merge an existing template with Company and Person details. You can create a merged document for all contacts contained in a search list, saved search, or group.
1. Click Search | <Entity>, enter your search criteria and click Find.
2. Click the record to use in the mail merge.
3. Click the Documents tab and click Merge to Word or Merge to PDF.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
4. Click the template link.
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You can modify an HTML template. Add custom text, insert Sage CRM merge fields, and apply
. Click Save Template. You can only save updated templates that belong to you. Shared templates can only be modified by a System
Administrator or an Info Manager.
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To see what the merged document will look like, click Preview Merge. Disable any active pop-up blockers to view the preview.
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To continue with the mail merge, click Merge and Continue.
5. To create a completed Communication record with a link to the merged document, select
Create Communication.
6. To change the merged document, click Edit merged document. This option is only available in IE and when the Active X plug-in is used. Make your changes to the document, save and close. Then click Save.
Your System Administrator controls access to the Active X plug-in from <My
Profile> | Administration | Email and Documents | Documents and
Reports Configuration.
7. Click Continue.
8. If you select Create Communication, the Save Merged Document As A Communication page is displayed. Add a Subject for the communication, update any other fields, and click
Save.
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A Communication record is created to record that a letter was sent out, forming part of the customer's interaction history. If you created a merged document for all contacts contained in a search list, saved search, or group, a Communication record is created against all contacts on your list. You can view the merged document as an attachment on the Communication record and from the Documents tab.
Uploading an image file
To use images for your HTML mail merge templates, you must first upload the images to the server.
1. Click Search | <Entity>.
2. Enter your search criteria and click Find.
3. Click the person or company to whom you want to send the merged document.
4. Click the Documents tab and click Merge to Word or Merge to PDF. A list of shared templates is displayed.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
5. Click Add Local Template / Image.
6. Browse to the image file.
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In IE, click Browse to navigate to the file.
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In other browsers, select the image file from its current location. When using Safari, you can add only one file at a time.
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The file is listed in File(s). A green check mark indicates that it was uploaded. 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. This usually excludes potentially harmful files such as EXE or BAT files, and allows up to 10 files of a maximum of 20 MB each.
7. Enter details for the image file and click Save. All uploaded image files are saved. When you've saved the image, you can use it when creating a new mail merge template in Sage
CRM.To insert any uploaded images into an HTML template, type the image name in an
HTML IMG tag. For example, <img src="logo.png">.
Creating a new template and adding merge fields
You can add new templates for your own use. Ensure you're in the context you want the template to be associated with. For example, open a Case record to create a template that uses case merge fields.
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1. Click the Documents tab and click Merge to Word or Merge to PDF.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
2. Click Create Template and enter details in File and Description.
3. Create the main body of your template. You can paste content from Microsoft Word or
HTML source code into the
.
4. Insert any images you want to use in the template by inserting the image name in an
HTML IMG tag. For example, <img src="logo.jpg">. To insert an image, you must first upload it to the server. For more information, see
Uploading an image file (page 9-3) .
5. 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.
6. You can create a nested mail merge using custom entities. You can't create a nested mail merge using core entities. For example, you could create a nested mail merge for a custom entity called Project that includes information about a related Project Resource entity. The mail merge creates one letter for each Project that includes Project information and a table of
Project Resources. To include a table with merge fields, click Insert Nested Region. This inserts the start and end tags for the main table and the child table. To display a row of Project
Resource data, the first column in that row must include a TableStart:<ProjectResource> tag, and the final column must include a TableEnd:<ProjectResource> tag. Important: You must
include TableStart and TableEnd in the same template section, table row or table cell even if you're not using line items.
9-4 Sage CRM
Chapter 9: Managing documents
Basic Nested Mail Merge Template
7. To preview the merged document, click Preview Merge. If you're merging multiple records, the preview shows only the first record in the group.
8. Click Save Template. The new template is saved in HTML format and listed in your Shared
Templates. When you click Save Template, a Delete button appears. You can delete only those templates that you created using the rich text editor.
6. To continue with a merge, click Merge and Continue.
7. To share your template with other users, save it locally, email it to your System Administrator asking the administrator to upload it to the global Shared Templates list.
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
User Guide 9-5
Chapter 9 button to view the button name.
Button
Source
Preview
Link
Unlink
Anchor
Maximize
Block Quote
Create Div Container
Function
View or edit the source code of the document.
See what the final template will look like.
Add a link to an email address, anchor, or web site.
Remove a link to an email address, anchor, or web site.
Insert a marker in your text. You can link to this marker.
Make the text editor window the full size of your screen.
Note:
You can't maximize the text editor when working on iPad.
Format the text as a block quote. The text is indented and italicized.
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 quote or order template
Watch a video
User requirements: All users can create and save templates, and use them when merging documents. However, only Info Managers and System Administrators can change shared templates or the default quick quote and order templates.
Sage CRM ships with sample quote and order templates including a default template for quick quotes and orders. You can also create your own templates.
1. Open a Quote or Order record.
2. Click the Documents tab and click Merge to Word or Merge to PDF.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
3. Click Create Template.
4. Enter template details in File and Description.
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Chapter 9: Managing documents
5. Create the main body of your template.
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To insert Sage CRM merge fields, select the fields from Insert Sage CRM Field.
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To include a table with merge fields, click Insert Nested Region. This inserts the start and end tags for the main table and the child table. For example, Quotes and Quote
Items. 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.
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Important: You must include TableStart and TableEnd in the same template
section, table row or table cell. This applies even if you're not using line items.
Basic Quote Mail Merge Template
6. To preview the merged document, click Preview Merge. If you're merging multiple records, the preview shows only the first record in the group.
7. Click Save. The template is saved in HTML format.
Creating a new template in Microsoft Word
You can create mail merge templates in Word that you can upload to Sage CRM.
1. In the main document, type any content that you want to appear on every copy of the document.
User Guide 9-7
Chapter 9
2. To add a picture, click Insert | Picture. To ensure your picture and text remain formatted correctly during the merge process, use a table to format your document.
3. To insert a merge field to the template, click Insert| Quick Parts | Field. To ensure the template works properly, a merge field must correspond to the exact field name in Sage CRM.
Check the field name with your System Administrator. Enter merge fields from only one entity.
For example, when creating a template for use with Case records, you can enter Case,
Person, Company, Address, and User merge fields but not Quote merge fields.
4. Select MergeField from Field names.
5. Enter the Sage CRM merge field name in Field name and click OK.
9-8 Sage CRM
Chapter 9: Managing documents
6. Click File | Save As, and save the template in one of the following formats: .DOCX, .HTM, and .HTML. You can now upload the template and use it to perform mail merges. When you upload the template, you must associate it with the entity, for which you've entered merge fields. To share the template with other users, email it to your System Administrator and ask the administrator to upload it to the Shared Templates list.
Uploading a Word document template
You can upload a local Word document template and use it to perform a mail merge.
1. Open an entity record and click the Documents tab.
2. Click Merge to Word or Merge to PDF.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
3. Click Add Local Template / Image.
4. Browse to the document file.
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In IE, click Browse to navigate to the file.
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In other browsers, select the file from its current location. Note: When using Safari, you can add only one file at a time.
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The file is listed in File(s). A green check mark indicates that it was uploaded. 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. This usually excludes potentially harmful files such as EXE or BAT files, and allows up to 10 files of a maximum of 20 MB each.
5. Enter the document details.
6. Select the entity you want the template to be associated with from Entity.
7. Click Save. All uploaded files are saved.
Tracking documents on the Documents tab
Managing documents relating to your customers, suppliers, partners, and prospects is an integral part of managing your whole relationship with them.
The Documents tab enables you to: l
Link copies of merged documents generated through the system, such as letters and emails, to a customer.
l
Retrieve these documents at a later date from within the company or person context for viewing and editing.
User Guide 9-9
Chapter 9 l
Link copies of any document generated outside of the system to a company, person, sales opportunity, case, or solution.
l
using the customer details from the context you're in.
The Documents tab is available within the context of a Company, Person, Opportunity, Case,
Solution, Quote, Order, and Custom entity.
Documents in the Opportunity or Case Documents tabs are visible in the Company and Person
Library tabs. Documents in the Person Documents tab are also visible in the Company Documents tab (unless the person is not linked to a company).
Retrieving a merged document from the Documents tab
If you sent out a letter to a customer using the Merge Document functionality, and set Create
Communication and Save Document letter options to Yes, a copy of the merged document is automatically attached to the communication record and stored in the Documents tab.
1. Find the person to whom you sent the letter and open the record.
2. Click the Documents tab. A list of all document entries for the person is displayed.
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Click the View Attachment icon beside the document. This opens the document without having to drill into the document entry details.
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Alternatively, click the document link and click View Attachment. This opens the document in a new browser window.
To view the document from the Communication record, open the record and click View
Attachment.
Adding a document to the Documents tab
You can upload a document and make it available for other users to view.
1. Open an entity record and click the Documents tab.
2. Click Add File.
3. Browse to the document file.
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In IE, click Browse to navigate to the file.
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In other browsers, select the file from its current location.
When using Safari, you can add only one file at a time.
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The file is listed in File(s). A green check mark indicates that it was uploaded. 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. This usually excludes
9-10 Sage CRM
Chapter 9: Managing documents potentially harmful files such as EXE or BAT files, and allows up to 10 files of a maximum of 20 MB each.
4. Enter the document details.
5. Click Add File to add more files.
6. To automatically create a new completed communication record when the Documents entry is saved, select Create Communication.
7. Click Save. All uploaded image files are saved. If you selected Create Communication, you can view the completed communication record on the Company Communications tab, and the document entries from the Attachments tab within the communication.
Document Drop
The Document Drop feature provides a short cut for linking documents, emails, or any* type of file from another application to customer data in Sage CRM. If a document is dropped onto the icon in a communication list, you can select to automatically create a new communication record. The document is saved as an attachment to the communication.
* This usually excludes potentially harmful files such as EXE or BAT files, and files over 20 MB.
The Document Drop icon is only available when working with Sage CRM in Internet
Explorer. Your System Administrator can enable/disable access to the plug-in required for Document Drop for all users from <My Profile> | Administration. Chrome and
Firefox users can use the
.
The Document Drop icon is available in the following tabs.
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Calendar tab l
Calendar tab l
Company Communications tab l
Person Communications tab l
Lead Communications tab l
Opportunity Communications tab l
Case Communications tab.
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Solution Communications tab l
Quote Communications tab l
Order Communications tab l
Any Documents tab
User Guide 9-11
Chapter 9
Drop Files Here area
The Drop Files Here area provides a clear drag-and-drop zone for adding files to Sage CRM.
This area isn't available when working with Sage CRM in Internet Explorer or Safari. The
feature provides similar functionality for users working in IE. Safari users can drag-and-drop onto Add File.
Drop Files Here is available in: l
Any Documents tab.
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Task Attachments tab.
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The Select Or Create a New Template screen when performing a mail merge.
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Shared Documents on the Main menu if you're a System Administrator or Info Manager with
Document Library rights.
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<My Profile> | Administration | Email and Documents | Document Templates.
To upload successfully, the files must comply with the system file size, type, and number of files settings. This usually excludes potentially harmful files such as EXE or BAT files, and allows up to
10 files of a maximum of 20 MB each.
Linking email correspondence to a customer
You can link email correspondence to a Customer record using Document Drop (IE only).
1. Find and open the Customer record.
2. Click the Communications tab.
3. Tile the windows on your desktop and use the mouse to drag the required email onto the Drop
files area. The Enter New Task page is displayed.
4. Action type is automatically set to Email In. Enter the rest of the details and click Save.The
new communication is displayed in the Communications list for the company.
5. To review the email, click the Email icon and then click View Attachment.
You can also link email correspondence to customer records in Sage CRM using Outlook
Integration and Email Management.
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Outlook Integration. If Classic Outlook integration is installed on your system, you can use
File Email from Outlook to file an inbound email communication with the customer record in
Sage CRM. For more information, see
Classic Outlook integration (page 7-1)
.
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Email Management. If Email Management is installed on your system, inbound emails are automatically filed against the matching Person or Company record. For more information, see
Filing inbound and outbound emails (page 6-3) .
9-12 Sage CRM
Chapter 9: Managing documents
Dropping a document onto the Documents tab
1. Open the record that you want to link to the document.
2. Click the Documents tab.
3. Reduce the size of your Sage CRM window.
4. Click and drag the document from the current location.
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In IE, drag the document to the Document Drop icon.
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In Chrome or Firebox, drag single or multiple files to the Add File button or the Drop
files here area.
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In Safari, drag single files to the Add File button.
5. Enter the document details and click Save.
Shared documents
All users can access the Shared Documents tab. It stores corporate documents that you may need quick access to on a daily basis. However, you may not have access to all documents on the
Documents tab.
Accessing shared documents
1. Click Shared Documents on the Main menu.
2. Click the View Attachment icon beside the file you want to open. Alternatively, click the document and then click View Attachment on the Document Details screen.
Filtering shared documents
If the default list of documents in the Shared Documents tab is long and difficult to manage, use the filter box to filter the list according to a number of criteria.
These steps search for a sales letter.
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Select Letter from Type.
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Click Filter. Only documents of type Letter are displayed, making it easier for you to find the letter you need.
Adding documents to the Shared Documents tab
User Requirement: Info Manager with Document Library Rights
1. Click Shared Documents on the Main menu.
2. Click Add File.
User Guide 9-13
Chapter 9
3. Browse to the file.
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In IE, click Browse to navigate to the file.
l
In other browsers, select the file from its current location. Note: When using Safari, you can add only one file at a time.
l
The file is listed in File(s). A green check mark indicates that it was uploaded. 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. This usually excludes potentially harmful files such as EXE or BAT files, and allows up to 10 files of a maximum of 20 MB each.
4. Click Add File to add more files.
5. Enter the document details, such as which teams can view it, and if it's associated with a particular entity.
6. 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.
Editing documents in the Shared Documents tab
User Requirement: System Administrator or Info Manager Administration Rights
1. Click the Shared Documents on the Main menu.
2. Find the document you want to edit and click the document link.
3. Click View Attachment to download the attached document.
4. Open the document, make your changes, and save the document locally to your computer.
Note the document filename.
5. Return to Sage CRM. Click Delete and Confirm Delete to delete the existing document.
6. Click Add File to upload the updated document.
7. Click Save.
9-14 Sage CRM
Chapter 10: Writing reports
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Introduction to writing reports
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Creating and managing a report category
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Moving a report to a different category
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Creating a cross tabular report
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Introduction to writing reports
User Requirement: Information Manager rights
When creating a new report, you can make use of the following features in the report editor: l
An extensive list of Report Sources, which you can expand using the Views Customization functionality.
l
A choice of List, Cross Tabular, or Historical report types.
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Set the number of Rows Per Page on list reports to improve the layout of the report output.
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The ability to add a chart to the report.
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The ability to use of sums, averages, groups, and record counts.
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The ability to format data to make use of hyperlinks and number formats.
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Display header and footer information, such as the user who has run the report and the date/time it was run.
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Create private reports, available only to you.
Creating and managing a report category
User Requirement: Information Manager rights
A user with rights to create new reports can create new report categories.
User Guide 10-1
Chapter 10
1. Click Reports on the Main menu.
2. Click New Report Category. The New Report Category page is displayed.
3. Enter a name and a description for the new report category and click Save. The new report category is displayed.
4. To translate the report name and description into other languages, click <My Profile> |
Administration | Customization | Translations.
You must be a System Administrator to delete a report category, change the order of the report categories, or change the report category icon. These changes can be made in
<My Profile> | Administration | Advanced Customization | System Menus. For more information, see the System Administrator Help .
Moving a report to a different category
1. Click Reports on the Main menu.
2. Select the category that contains the report you want to move.
3. Click Edit for the relevant report.
4. Select the new report category from the Report Category drop-down menu.
5. Click Continue. The Search Criteria for Report page is displayed.
6. Click Continue. The Report Options, Step 2 of 2 page is displayed.
7. Click Save. The report is moved to the selected report category.
Creating a list report
User Requirement: Information Manager rights
This example creates a list report showing people and their associated contact details.
1. Click Reports on the Main menu.
2. Select the category in which you want to create and save your report, for example, General.
3. Click New. The Report Options, Step 1 of 2 page is displayed.
4. Complete the Report Details panel. When you click Source View, the page expands to show the Click Column panel, and a panel showing lists of columns for content, searching, sorting and grouping.
5. Select the columns to use for the report contents. To use a column for the Search or Sort or
Group By criteria, click the corresponding button. For more information, see
Report fields and buttons (page 10-3) .
6. Click Add Key Attribute Data. A pop-up window, Add Key Attribute Data, is displayed.
10-2 Sage CRM
Chapter 10: Writing reports
7. Select the column, field, and entity to report on, then add to either the Report Contents, Search
Criteria, or both.
8. Click Continue to return to the Report Options, Step 1 of 2 page and click Continue to proceed to the next stage. The Search Criteria for Report page is displayed.
9. Specify search criteria. For example, only People where you're the Account Manager.
10. Click Continue. The Report Options, Step 2 of 2 page is displayed. The page consists of multiple report formatting fields. For more information, see
Report fields and buttons (page 10-
.
11. Complete the information on the panels and click Save. The new report is displayed in the list of reports.
12. To run the report, click Run or click the report. The Search Criteria page is displayed.
13. Select your search criteria and click Run to continue, or Save to save the selected search criteria before continuing. The report is displayed in a new browser window. The search criteria are displayed at the top of the report output.
Report fields and buttons
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Report Formatting panel fields
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Report Details panel fields
User Requirement: Information Manager rights
Field
Name
Description
The name of the report. This must be unique within all users and categories.
User Guide 10-3
Chapter 10
Field
Source View
Report Type
Description
The name of the view used for this report. The source view provides the database source of the fields contained in a report.
You can typically select the Summary view of the main entity for which you're creating a report, for example, Opportunity for an opportunity report. This should give you the fields you need.
A view is a selection of fields from a number of tables. For example, a Customer Service report may need to display data from both Case and
Company tables.
To decide which view to use, first identify what fields you need to use, and then look at what tables / entities these fields are on by looking at the fields in Sage CRM. For example, for an opportunity report, do you need to display any
Company fields?
Look at the list of views in the Source View selection list to see what view would most suit your field selection. Selecting on one of these will display the fields in this view.
If no suitable view exists in the system,then the
Sage CRM Administrator can create a new view or can edit an existing one to add all the required fields. Please see
View Customization
in the
System Administrator Guide
for more details.
Select from List, Cross Tab, or Historical.
10-4 Sage CRM
Field
Report Style
Rows Per Page
Description
Private Report
Chapter 10: Writing reports
Description
Select from Standard With Grids or Standard
Without Grids. The gridlines appear on the chart section of your report output. The System
Administrator can define further styles and make them available from this field.
This setting is displayed for list reports on onscreen output only.
Set the number of rows per page. When this setting is set, the first page is displayed as soon as it is generated, with arrows at the top to go to the next or last page. If you click Next or Last page before that page has been generated, a message is displayed, advising that the page is not yet ready. Once the whole report has been generated, a Go To page icon is displayed at the top of the page.
Note
: The rows per page setting doesn't count the report header, title, and footer as rows. For example, 20 rows per page means 20 rows of data per page, including total lines, blank lines, and charts.
A Print Preview icon is also available, which opens a new window containing the full report as a PDF.
A free text description of the report.
Select this option to make a report you created private.Other users will not see the report in the
Report list.
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Chapter 10
Field
Auto Hyperlinking
Show Original Currency
Values
Filter By Current User
Description
Create links from the report contents to the relevant records in Sage CRM. For example, click a company name on the Report Output page to open the company's summary page.
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Auto Hyperlinking only applies when the report is run onscreen.
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This field is not available for historical and cross tab reports.
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The hyperlinks are only available on some fields. These fields are predefined in Sage
CRM for each entity.
Display the currency values entered in the system, rather than your own preferred currency. Only available if working with multicurrency systems, if the
Single Currency
field is set to No in
<My Profile> | Administration
|
Data Management
|
Currency
Configuration
).
Note
: Currency fields display in reports to the decimal precision defined by the System
Administrator in the Base Currency. Numeric fields display in reports to the decimal precision defined in
<My Profile> | Preferences
.
Allows the user creating the report to limit the returned data to be applicable to the current logged on user. For example, the report output of a Communication List report, will automatically be restricted to show
Communications scheduled for the logged on user.
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Chapter 10: Writing reports
Field
Filter By User’s Primary
Team
Filter By User’s Home
Territory
Select Distinct Values
Description
Allows the person creating the report to limit the returned data to be applicable to the logged on user’s Primary Team. For example, the report output of an Opportunity List report will automatically be restricted to show
Opportunities assigned to the Primary Team of the logged on user.
Allows the person creating the report to limit the returned data to be applicable to the logged on user’s Home Territory. For example, the report output of an Opportunity List report will automatically be restricted to show
Opportunities in the Home Territory of the logged on user.
Removes duplicate rows in the report output.
For example, if you have a report that lists all companies that have "High" priority Cases, and there are two high priority Cases with the company Design Right, Design Right appears twice in the report output. However, if you choose the option Select Distinct Values for this report, Design Right only appears once.
Select Column panel buttons
User Requirement: Information Manager rights
These are on the Report Source page.
Button
Add To Report Contents
Description
Adds the column to the Report Contents list.
These will make up the report columns (the first item in the list will make up the first report column on the left hand side of your report, the second item the next column along, and so on).
User Guide 10-7
Chapter 10
Button
Add To Search Criteria
Logical Search.
Add To Sort On
Add to Group By
Add Key Attribute Data
Description
Adds the column to the Search Criteria list.
These will be the criteria that you can filter your report output by. In the example above, selecting Assigned To as a search criteria means that when you run the report, you can decide to view opportunities for just one or a selection of Sales Reps. In the report designer, you cannot delete fields from the Search
Criteria list if the report has saved searches.
Please refer to the
Saving report search criteria
(page 11-5)
for more information.
Allows you to use the Logical Search feature to create the report. When Logical Search is selected, the next screen displayed is the
Logical Search page, where you can create complex queries to return specific report results. For more information, see
Using
Logical Search (page 3-4)
.
Adds the column to the Sort On list. The report will be sorted by this column. If there are multiple columns in this list, the report will sort first by the column at the top of the list, then by the next column. Note that if you have added
Group By columns, these will make up the
"primary" sort order. The columns within the
Sort On list determine the sort order within the group.
Adds the column to the Group By list. The report results will be grouped by the columns in this list. In the above example, the opportunity list is grouped by Sales Rep (Opportunity
Assigned To). Note that you do not need to select the Group By column as one of the
Report Contents columns. The Group By selection creates its own column as the very first left hand column of the list report.
Key Attribute data can also be added to the report. For example, if you have Key Attribute data set up to track subscribers to a Partner
Newsletter, this can be included in the report contents.
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Report Formatting panel fields
User Requirement: Information Manager rights
Field
Title
Description
The title displayed on the report. This is also the name of the Chart gadget on the Interactive
Dashboard.
If you clone a report with a chart in it, you should update the chart title in the cloned report.
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Chapter 10
Field
Left Content (Header)
Centre Content (Header)
Right Content (Header)
Description
The header appears at the very top of the report before any other details.
The header and footer are divided into three sections; left, center, and right. The same set of options can be displayed on each section: l
Date. Current date, formatted according to the user's preferences.
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Date Time. Current date and time formatted according to the user's preferences.
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Logo. Displays a logo. Upload a logo via
Administration | Manage My Account | Logo
Upload.
The logo must be a file called LOGO.JPG for onscreen output, or PDFLOGO.JPG (usually a higher resolution image) for Adobe PDF output.
The logos aren't used in CSV output.
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Page Number. Displays the page number on
HTML and Adobe reports.
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Report Title. Displays the title of the report.
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Time. Current time, formatted according to the user's preferences.
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User Name. The name of the user who's running the report.
For more information on customizing
FusionCharts, please refer to
Customizing
Report Charts
in the
Themes
section of the
System Administrator Guide
.
Show Summary Data
Left Content (Footer)
Centre Content (Footer)
If checked, the grand totals are displayed.
The footer appears at the very end of the report underneath all other details. See above.
See above.
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Chapter 10: Writing reports
Field
Right Content (Footer)
Group Orders
Sort Orders
Column Formatting
Description
See above.
This section is only displayed if columns have been added to the Group By list on the Report
Options, Step 1 of 2 page. See "Sort Orders" below for an explanation of the three columns.
This section is only displayed if columns have been added to the Sort On list on the Report
Options, Step 1 of 2 page. Each field is listed in a grid in three columns. The first column displays the name of the field and the second column displays a check box with the column heading
"Descending". If this check box is selected, the field is sorted in descending order. The default is in ascending order. The third column gives you the option to sort by Caption Order or by
Translation Order. When you create drop-down list captions, it is possible to specify the order that they appear in using the Caption Order field in Translations. This is the order that will be used if you select Caption Order. Translation Order is the alphabetical order of the actual translation of the column in the language of the user running the report. If neither is selected, the default is alphabetically on the Caption Code.
This section lists all of the columns (except
Group By columns) that are displayed on the report. For each field listed there are three options. The first option is the name of the field, the second option allows you to specify a total for the column. There are five types of totals,
Average, Count, Maximum, Minimum, and Sum.
All five types are available if the field is a numeric field. For non-numeric fields only Count is available. The third option is for alignment, there is a radio-group with three options: left-justify, center-justify, and right-justify.
Chart Options panel fields
User Requirement: Information Manager rights
User Guide 10-11
Chapter 10
Field
Show Chart
Available On Classic/
Interactive Dashboard
Chart Style
Show Legend
Legend Alignment
Value
Label
Function
Category
Label
Function
Description
Check to show a chart.
When checked, the chart is available for selection from the Report Charts category on the Classic or Interactive Dashboard. Refer to
Adding report charts to a classic dashboard
(page 23-5)
or
Chart gadget (page 22-10)
for more information.
The type of chart you want to display. Available styles include Point, Fast Line, Line, Bar, Area,
Horizontal Bar, Pie, Doughnut, Pyramid,
Funnel, Stacked, Gauge, and Combination.
Please refer to
Chart Options panel fields
(page 10-11)
for examples.
Toggles the legend display on or off.
Aligns legend bottom, top, left, or right.
Indicates what column is to be used for the left axis of the chart.
Chart label for the left axis. If this is blank the translated field name is used.
Indicates what totaling function to use on the left field. The returned values of the left field must be numeric. Valid options for this field are
Average, Count, Minimum, Maximum, and
Sum. Only numeric fields have all five options, non-numeric fields have the Count option only.
Because the returned value must be numeric, non-numeric fields always have the Count option selected. Numeric fields can also specify no totaling since the underlying field value is numeric.
The field to be used for the bottom axis of the chart.
The caption to be used for the bottom axis. If this is blank the translated field name is used.
Only applicable if the Category field is a date/time field. Allows the value of the field to be split up into date ranges like month names.
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Field
Line
Label
Function
Group By
Multi-Bar
Segment 1 Lower Limit %
Segment 2 Lower Limit %
Description
Indicates the column to be used for the line on a Combination chart.
Chart label for the line on a Combination chart.
Indicates the totaling function used for the line on a Combination chart. Valid options for numeric fields are Average, Count, Minimum,
Maximum, Sum, and Value (no totaling function). Non-numeric fields must be set to
Count because the returned value must be numeric.
If a Group By option was selected in the Report
Options Step 1 of 2 page, this field is displayed on the Chart Options panel. It displays a separate chart per grouping.
If the Group By field is filled in the Chart
Options, a further field, Multi-Bar, is displayed.
This displays all the groups on each chart.
The starting value of the first partition in the gauge chart. This is a percentage of the target value. For example, if your target is 100%, you might set the lower limit to 33%. Set the color of the first partition in
Segment 1 Color
and the name of the partition in
Segment 1 Caption
.
The starting value of the second partition in the gauge chart. This is a percentage of the target value. For example, if your target is 100%, you might start the second partition at 66%. The end value of the second partition is your target which is automatically taken from your forecast for the relevant period. For more information, see Forecasts. Set the color of the second partition in
Segment 2 Color
and the name of the partition in
Segment 2 Caption
.
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Chapter 10
Field
Segment 3 Upper Limit %
Segment 1 Color
Segment 2 Color
Segment 3 Color
Segment 1 Caption
Segment 2 Caption
Segment 3 Caption
Description
The end value of the third partition in the gauge chart. This is a percentage of the target value. For example, if your target is 100%, you might end the third partition at 133%. The starting value of the third partition is your target which is automatically taken from your forecast for the relevant period. For more information, see Forecasts. Set the color of the third partition in
Segment 3 Color
and the name of the partition in
Segment 3 Caption
.
The color of the first partition in the gauge chart.
The color of the second partition in the gauge chart.
The color of the third partition in the gauge chart.
The name of the first partition in the gauge chart.
The name of the second partition in the gauge chart.
The name of the third partition in the gauge chart.
Chart styles
Chart Style
Point, FastLine, Line
Example
10-14 Sage CRM
HBar
Pie
Chart Style
Bar
Example
Area
Chapter 10: Writing reports
User Guide 10-15
Chapter 10
Chart Style
Doughnut
Example
Pyramid
Funnel
10-16 Sage CRM
Chart Style
Stacked
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.
Example
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. You could also use a gauge chart in a customer service report to show how you're performing against your SLA target.
Chapter 10: Writing reports
User Guide 10-17
Chapter 10
Chart Style
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. You could also use a combination chart in a customer service report to show the number of cases opened compared to the number of cases closed in the system for the current year.
Example
Adding a chart to a report
User Requirement: Information Manager rights
The Chart Options section of the Report Options, Step 2 of 2 page allows you to add and define a chart for your report. The chart uses the same view as the rest of the report, but you can specify different fields for the chart than you did for the report.
Example: Forecast Value by Sales Rep
This example demonstrates how to add a chart to an opportunity list report to show the Total
Forecast Value by Sales Rep as a horizontal bar chart.
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First, create the list report based on the Opportunity Summary Report Source according to the following specifications.
Report columns should include: l
Company : Company Name l
Person : Person l
Opportunity : Description l
Opportunity : Stage l
Opportunity : Status l
Opportunity : Close By (date) l
Opportunity : Certainty% l
Opportunity : Forecast (summed)
Further specifications include: l
Search criteria of Opportunity : Assigned To, Opportunity : Stage, Opportunity : Status,
Opportunity : Close By, and Opportunity : Forecast.
l
Grouping by the Sales Rep (Opportunity Assigned To) in order to get the Forecast totals by
Rep.
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Sorting by Opportunity Assigned To and the Forecast amount.
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Right justify numerical columns.
To add the chart:
1. Click Edit next to the report you want to add the chart to. The Report Options, Step 1 of 2 page is displayed.
2. Click Continue. The Search Criteria for Report page is displayed.
3. Click Continue. The Report Options, Step 2 of 2 page is displayed.
4. Scroll to the Chart Options panel of the page.
5. Complete the details in the Chart Options panel and click Save. Refer to
Report fields and buttons (page 10-3)
for information on the Chart Options fields.
6. To view the chart, run the report.
To display charts in a PDF report, Adobe Flash must be installed on the Sage CRM server. Ask your System Administrator to install this software.
Example: Adding a gauge chart to a sales report
User Requirement: Information Manager rights
User Guide 10-19
Chapter 10
You can use a gauge chart in many types of report. This example creates a gauge chart and adds it to an Actual vs Target Sales report. The first step is to set up a forecast because the chart uses your forecast target to create partitions. If you can't access the Forecasts tab, contact your system administrator. The partitions illustrate how your actual sales compare to your forecast target.
Depending on how you've configured the chart, the first partition could indicate that you are very below target, the second partition could indicate that you are approaching your target, and the third partition could indicate that you've exceeded your target.
A gauge chart is also useful in a customer service report to show how you're performing against your SLA target.
1.
.
2. Click Reports on the Main menu.
3. Click Sales and click the pencil icon in the Edit column beside Actual vs Target. The Report
Options, Step 1 of 2 page is displayed. This report uses the default source view Sales Vs
Forecast.
4. Click Continue. The Search Criteria for Report page is displayed. Specify the duration on which you want to report.
5. Click Continue. The Report Options, Step 2 of 2 page is displayed.
6. Scroll to the Chart Options panel to configure the partitions in the gauge chart.
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Ensure Chart Style is set to Gauge.
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Choose the data that's used to set the gauge pointer in Value.
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Choose the data that's used to set the target value in Category.
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Set the starting value of the first partition in Segment 1 Lower Limit %. This is a percentage of the target value. For example, if your target is 100%, you might set the lower limit to 33% so this partition indicates that you are very below target. Set the color of the first partition in Segment 1 Color and the name of the partition in Segment 1
Caption.
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Chapter 10: Writing reports l
Set the starting value of the second partition in Segment 2 Lower Limit %. This is a percentage of the target value. For example, if your target is 100%, you might start the second partition at 66% so this partition indicates that you are approaching your target.
The end value of the second partition is your target value which is automatically taken from your forecast for the relevant period. Set the color of the second partition in
Segment 2 Color and the name of the partition in Segment 2 Caption.
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Set the end value of the third partition in Segment 3 Upper Limit %. This is a percentage of the target value. For example, if your target is 100%, you might end the third partition at 133%. The starting value of the third partition is your target which is automatically taken from your forecast for the relevant period. So this partition indicates that you've exceeded your target. Set the color of the third partition in Segment 3
Color and the name of the partition in Segment 3 Caption.
7. Click Save. To run the report and view the chart, click the arrow in the Run column beside
Sales Vs Forecast.
To display charts in a PDF report, Adobe Flash must be installed on the Sage CRM server. Ask your System Administrator to install this software.
Example: Adding a combination chart to a customer service report
User Requirement: Information Manager rights
You can use a combination chart in many types of report. This example creates a combination chart that reports on customer case activity and adds it to a customer service report. A bar chart displays the number of cases that each user opened and a line chart displays the number of cases that each user closed for the current year.
A combination chart is also 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.
1. Click Reports on the Main menu.
2. Click Customer Service and click New.
3. Complete the fields to create a
. You'll need a source view that compares cases
opened this year against cases closed this year. For information about creating views, see the
System Administrator Guide.
4. Ensure Report Contents includes l
Cases: case_comparitive_year
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Cases: case_comparative
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Chapter 10 l
Cases: case_count_closed
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Cases: case_count_opened
5. Ensure Search Criteria includes Cases: Created Data.
6. Ensure Group By includes Cases: Assigned To.
7. Click Continue to proceed to Reports Options, Step 2 of 2.
8. Scroll to the Chart Options panel to configure the combination chart.
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Set Chart Style to Combination.
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Set Value to Cases: case_count_opened and set Function to Sum.
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Set Category to Cases: Assigned To and set Function to Value.
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Set Line to Cases: case_count_closed and set Function to Sum.
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Set Multi-Bar to No and click Save.
9. Click Save. To run the report and view the chart, click the arrow in the Run column beside your new report.
To display charts in a PDF report, Adobe Flash must be installed on the Sage CRM server. Ask your System Administrator to install this software.
Creating a cross tabular report
User Requirement: Information Manager rights
Example: Opportunity Stage by Sales Rep
This example demonstrates how to create a cross tabular report, which shows Opportunity Stage by Sales Rep (Opportunity Assigned To).
The report should show the sales reps from left to right across the top of the report, and the stages down the left-hand side of the report.
1. Click Reports on the Main menu and click the Sales report category.
2. Click New. The Report Options, Step 1 of 2 page is displayed.
3. Select the Source View, and then Cross Tab from the Report Type field.
4. Complete the details on the rest of the page. The fields are described in the List Report example on the previous page.
5. There is a field called Cross Tab, which is only displayed when building a cross tabular report.
This defines the columns displayed horizontally (from left to right) on the table. The Report
Contents defines the information displayed vertically in the table.
6. Click Continue and complete the information in the Report Options, Step 2 of 2 page.
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7. Click Save. The new report is displayed in the list of reports.
8. To run the report, click Run. The output is displayed in a new browser window.
Creating a historical report
User Requirement: Information Manager rights
To create a report which shows, for example, opportunities opened during July, which were subsequently closed within the same quarter (July - September), you can create a historical report.
To set up and run this report:
1. Click Reports on the Main menu.
2. Select the category to which you want to add your new report. For example, Sales.
3. Click New. The Report Options, Step 1 of 2 is displayed.
4. Give the report a name, for example, Opportunity Opened and Closed.
5. Select the report source as Opportunity Summary.
6. Set the report type to Historical. The panels below the Report Details are changed to reflect this type of report.
l
The In Range field should reflect the type of start date you're measuring, in this case,
Opportunity : Opened. You can also use the Opportunity : Created Date. The former is set by the system but can be changed by the end user. The latter is set by the system and cannot be changed by the user. The way in which you structured your sales process and workflow determines which date to report on.
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The Out Of Range field can be used to form a logical pair with the In Range field. For example, if you select the In Range field as Opportunity : Opened, and the Out Of
Range field as Opportunity : Closed, when you report over a period of, for example, one quarter, the report will return the number of opportunities still open at the end of that quarter.
7. For this report, we're more interested in what has closed within the specified time frame, so you can leave the Out Of Range field blank, but add the Opportunity : Closed to the Search
Criteria of the report. You can also add the Opportunity : Status to Search Criteria.
8. The Date Partition field divides the report results into sections within the In Range date specified. Since our In Range date will cover a month time period, it would be useful to divide the results by week. You can do this by setting the Date Partition field to Week.
9. Click Continue. The Search Criteria for Report page is displayed.
10. The In Range date is automatically displayed as the first search criteria. Specify the date range for Opportunity Opened, such as between 01 July and 31 July.
11. Specify the Opportunity Closed date range, such as between 01 July and 30 September.
User Guide 10-23
Chapter 10
12. Add the Opportunity Status search criteria, for example, Won.
13. Click Continue. The Report Options, Step 2 of 2 page is displayed.
14. Complete the Header and Footer settings and Chart Options. A line chart will be displayed by default.
15. Click Save. The report is displayed in the list of reports.
16. Click the report or click Run to run the report. The report Display Options page is displayed.
17. Select the appropriate display options. You can also re-set the report search criteria if you want.
18. Click Run. The report output is displayed in a new browser window. The report output shows the number of opportunities that were opened in July, which were closed and won within the
Q3 (Jul - Sep) period.
The total number of opportunities opened from the 1st of July to the 31st of July, which were subsequently won, is the number shown on the last week of the selected time period (not the total of all the weeks). The weekly totals give you a point-in-time snapshot for the whole
"opened" period being measured.
Cloning a report
User Requirement: Information Manager rights
1. Click Edit next to the report you want to clone. The Report Options, Step 1 of 2 page is displayed.
2. Click Clone. The old report title is displayed with Copy of in the title.
3. Type in the new report name. This must be unique.
4. Click Save. The Report Options, Step 1 of 1 page is displayed so that you can complete the modifications to the cloned report.
Deleting a report
User Requirement: Information Manager rights
1. Click Edit next to the report you want to delete. The Report Options, Step 1 of 2 page is displayed.
2. Click Delete, then Confirm Delete. The report is deleted and no longer appears in the report list.
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Changing report display options
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Interacting with report charts
Sample reports
A standard installation includes sample reports in the following categories: l
Activity l
Campaigns l
Communications l
Customer Service l
General l
Lead l
Marketing l
Sales l
Outbound Calls l
Administrator
Running a report
There are three types of standard reports: l
List. Creates rows and columns of information based on the criteria selected.
l
Cross Tabular. Creates a record count across an X and Y axis based on the criteria selected.
l
Historical. Creates a report giving a static view of a record at previous points in time.
l
Summary reports show a quick overview of account information. They're available from the
Summary tabs of: l
Companies l
People
User Guide 11-1
Chapter 11 l
Opportunities l
Cases
If you've appropriate permissions you can also generate report output from any search list, saved search, or group.
Company list by segment (List)
This report displays a list of companies in selected industry segments. For example, all companies in the computer - software segment. To run the report:
1. Click Reports on the Main menu.
2. Click the General report category.
3. Click Company List by Segment or click Run next to the report name.
The report output is displayed onscreen by default. Leave the on-screen option selected for this example.
4. Select criteria for the report. If you leave the search criteria blank,the results return all the permitted values. To select multiple criteria on the right-hand side of the panel, hold the Ctrl key and click the individual entries.
5. Click Go. The Company List by Segment report is displayed in a new window.
Understanding more about your report
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The search criteria are displayed at the top of the report output.
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The report output page may link to data to the corresponding Summary pages. For example, if the report contains hyperlinks, you can click a company name to go to that company Summary page.
Report output page
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Chapter 11: Running reports l
To navigate the pages of a longer report, use the navigation buttons at the top of the page. The first page is displayed as soon as it is generated, with arrows at the top to go to the next or last page. If you navigate to other pages before they're generated, a message is displayed to inform you that the page is not ready.
Once the whole report is generated, a Go To Page icon is displayed at the top of the page. A
Print icon is also available. The navigation buttons are defined in the report builder by the
System Administrator or a user with report editing rights.
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To close the report page, close the window displaying the report output.
Activities logged report by user (Cross Tab)
This report shows the number and types of communications logged by specified users. The search criteria includes the Date/Time field from the communication, so that you can review, for example, all communications logged for your team over the last month.
To run the report:
1. Click Reports on the Main menu.
2. Click the report category Activity Reports.
3. Click Activities Logged Report by User, or click Run next to the report. The search criteria are combined with logical "AND"s operators.This means, only activities which meet both the
Date/Time and User criteria are returned.
4. Select search criteria. For Date/Time, you can choose several date range criteria. For example: l
An exact date combined with an operator. For example, =, <>, or =>.
l
A specific date range (Between).
l
A relative date, for example, Current Quarter, Next Month, Previous Week.These are all relative to today’s date.
l
A given date, for example, any Monday between the 1st of November and the 30th of
November.
5. Select the users whose activities you want to report on.
6. Click Go. The report output is displayed in a new window. This report includes a chart graphic.
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Chapter 11
Report output page
Opportunity closing history (Historical)
This report shows opportunities that were opened during the specified time period. You can add other search criteria. For example, add Opportunity Status to see all opportunities opened between 1st July to 31st July, which were Won during that time period or after.
To run the report:
1. Click Reports.
2. Click the Sales report category.
3. Click Opportunity Closing History or click Run next to the report.
4. Select the criteria for the report.
5. Click Go.
The report output is displayed in a new window. The last week of the selected time period displays the total number of opportunities opened during the month of July and which were zon. The weekly totals give you a point-in-time snapshot for the whole measured period.
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Report output page
Person summary report
A Person summary report gives you a quick one-page report with key information about a person.
You get their contact details and a summary of the most recent interactions this persons has had with your business.
1. Click Search | Person.
2. Search for a Person record and open it.
3. Click Summary Report. The person’s summary details are displayed in an Adobe PDF file.
Exporting a Company list from a search list
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.
1. Click Search | Company and search for particular companies. For example, all London based companies in the system that are assigned to you.
2. Click More | Export to File.
3. Type in a name for the file, and select the format you want the file to be produced in — CSV, or
Text.
4. Click Save. The list of companies is exported to a CSV or text file.
Saving report search criteria
If you regularly run reports using the same search criteria, you can save and re-use the search criteria selected.
1. Click Reports.
2. Click a report category. For example, Activity Reports.
3. Click Run next to the report you want to run. For example, Activities Logged Report by
User.
4. Select the search criteria, and click Save. you're prompted to enter a name for the saved search. You can select the Available to All Users checkbox to make the saved search available to all users.
5. Enter a short description for the search, and click Save. When you return to the list of reports, the saved search criteria is displayed in a list next to the report.
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To run the report using the saved search criteria, click Run next to the saved search name.
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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.
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To delete a saved search, select it from the Saved Search column, click Run, then Delete.
User Guide 11-5
Chapter 11
Adding favorite reports
You can group reports that you work with regularly in your own personal reports category. To add a report to the My Favorite Reports category:
1. Click Reports on the Main menu.
2. Click the category where your favorite report is.
3. Select the Favorite checkbox next to the report you want to add to the My Favorite Reports category.
4. To view your favorite reports, click the My Favorite Reports category.
Changing report display options
You can display a report in the following formats: l
On screen in a pop-up window.
l
As an
file.
l
Exported to a
file. 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.
Adobe PDF
To display report output in Adobe PDF format click Print Preview on the Display Options panel.
The output is displayed in Adobe PDF format.
You must have the Adobe Acrobat Reader on your machine to view this type of report output. The Reader can be downloaded from http://www.adobe.com. If you're running reports containing extended characters, you must ensure you have the Arial Unicode MS font (ARIALUNI.TTF) installed, otherwise the extended characters will not display.
Report charts display as a static image in PDF files.
To display charts in a PDF report, Adobe Flash must be installed on the Sage CRM server. Ask your System Administrator to install this software.
To install the font:
1. Copy arialuni.ttf from windows\fonts folder to ..\program files\FOP\ folder.
2. Edit the ..\program files\FOP\fonts.bat file, (read the notes inside this file) i.e. replace the placeholder filename with arialuni. Close the batch file and then run it.
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3. Copy the resultant XML file into the ..\program files\FOP\Fonts\ folder.
4. Edit the ..\program files\FOP\conf\userconfig.xml file. Add the following lines of xml:
<font metrics-file="fonts/ArialUni.xml" kerning="yes"embedfile=" c:/windows/fonts/ArialUni.ttf"> <font-triplet name="ArialUnicodeMS" style="normal" weight="normal"/> <font-triplet name="ArialUnicodeMS" style="normal" weight="bold"/> <font-triplet name="ArialUnicodeMS" style="italic" weight="normal"/> <font-triplet name="ArialUnicodeMS" style="italic" weight="bold"/></font>
Make sure the value for the embed-file tag exists (for example, it might be c:\winnt\):
embed-file="c:/windows/fonts/ArialUni.ttf"
5. Reset IIS.
CSV
To display report output in Comma Separated Value (CSV) format select CSV on the Display
Options panel. The output is displayed in a CSV format.
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Chapter 11
Interacting with report charts
Report charts using FusionCharts are available with built-in animation and interaction.
Report charts are available when running a report from Reports or from a chart gadget on the classic or interactive dashboard. When you run a report, ensure that Show Chart is selected in
Report Options, Step 2 of 2. For more information, see
The built-in animation means you can watch, for example, the bars of a horizontal bar chart grow as the chart is drawn. You can also interact with charts when they are drawn. For example, you can highlight slices of pie charts, and rotate the pie chart to get a better view of the information you require.
To interact with a pie chart once it is drawn:
1. Edit an existing report and make sure it has the Chart Style set to Pie. Save the report, and then run it.
2. Click a slice of the pie chart to highlight it.
3. To rotate the pie chart, right-click the chart and click Enable Rotation, then click and drag the chart to its new position.
The standard drill-down feature of linked charts can also be used.
Chart display options with the Adobe Flash Player
Adobe Flash Player isn't required for running or interacting with report charts. Some enhanced display options, such as greater depth of color, are available in charts when Adobe Flash Player is installed on the client machine. If Flash isn't available, the charts are displayed using HTML 5.
11-8 Sage CRM
Chapter 12: Working with lists
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Introduction to list actions
To send out a mail shot or schedule several calls in a single action, use the action buttons at the top of Search lists, Saved Searches, and the Outlook Contacts tab .
You can use advanced actions on lists in the Groups and Campaign Management areas. For more information, see
and
Campaign management (page 18-1) .
Start mail merge
This example sends a mail shot to all Sage CRM contacts.
1. Click Outlook Contacts on the Main menu. If the contacts list is empty, click Add Contacts or Add Group Of Contacts to add people to the list.
2. Once you have a list of contacts, click Merge to Word or Merge to PDF. A list of shared templates is displayed.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
3. Click the template you want to use for this mail shot. If you're working with an HTML template, you can make changes to the template before you merge.
4. Make any changes you want to the template. You can insert Sage CRM merge fields by selecting them from the Insert Sage CRM Field drop-down box. Note: You can click Preview
Merge to preview how the final merged document will look.
5. When you're happy with your merged document, click Merge and Continue to perform the merge. The template is merged with the contact details of each of the contacts in the Outlook
Contacts tab.
6. Print the letters at this point if you want.
7. Return to Sage CRM and complete the details of this communication. A link to the communication record and document is stored against each contact.
User Guide 12-1
Chapter 12
New task
This example shows you how to schedule a call to all contacts based in New-York, and where you're the account manager. You can use the results of a search on the Person list.
To schedule the calls:
1. Click Search | Person.
2. Enter search criteria. For example, New York in City and your name in Account Manager.
3. Click Find. A list of people matching the search criteria is displayed. A new set of action buttons are displayed. Note: You can also run actions on lists generated from Saved
Searches. For more information about Saved Searches, see
Finding information (page 3-1)
.
4. Click the New | New Task action button. The Enter Task Information page is displayed. For details of fields on this page, except for the Scheduling Options, see
. For details of the Scheduling Options, see
Scheduling an internal telesales activity
.
New | New Task on the top right-hand side of the page merges a single contact’s details with a new task. The New | New Task action button creates a new task for each contact in the current list.
5. Complete the information for the scheduled task, and click Save. Pending tasks are displayed in the Calendar tab of the user they are scheduled for.
Send emails
This example shows you how to send an email blast to all contacts on a Saved Search list. In this example, the user has already created a Saved Search called Boston Contacts. For more information on Saved Searches, see
Creating a saved search (page 3-8)
.
1. Click Search | Person.
2. Select a saved search from Saved Search. A list of people matching the saved search criteria is displayed. A new set of action buttons is displayed.
3. Click the New | New Email action button . The Send Mass Email page is displayed. For information about the fields on this page, see
Sending emails to groups (page 17-15)
.
New | New Email on the top right-hand side of the page merges a single contact’s details with an email. The New | New Email action button sends an email to each contact in the current list.
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Chapter 12: Working with lists
4. Complete the information for the email blast, and click Send Email. The emails are sent and a link to the communication record is stored against each person on the list. The email can also be retrieved from the communication record on the contact.
Export to file
This example shows you how to export a list of companies to a file. In this example, you export a list of companies where you're the Account Manager, based on a saved search. For more information on saved searches, see
Creating a saved search (page 3-8) .
1. Click Search | Company.
2. Retrieve the Saved Search list by clicking it from the drop-down list at the top right-hand side of the Find page. A list of companies matching the saved search criteria is displayed. A new set of action buttons is also displayed on top of the page.
3. Click Export To File. The Export File Options page is displayed.
4. Choose the output format. Select from CSV or Text. The default is CSV.
5. Click Save. The output is displayed in spreadsheet format in a new browser window. From the new window, you can review the information and save by clicking File | Save As. You can also access the exported file from Shared Documents on the Main menu.
User Guide 12-3
Chapter 13: Sales opportunities
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Adding products to 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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Manually progressing opportunities
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Viewing the opportunities funnel
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Creating quotes and orders outside the opportunity context
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Chapter 13
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.
Closing a sale: Scenario
Creating a new opportunity
Your System Administrator can set up workflows to help you create new opportunities.
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. Complete the
5. Click Save.The Opportunity Summary page is displayed.
13-2 Sage CRM
Opportunity fields
Field
Company
Person
Description
Source
Type
Customer Ref
Details
Opened
Closed
Territory
Wave Activity
Stage
Status
Certainty%
Forecast
Priority
Assigned To
Team
Close By
Chapter 13: Sales opportunities
Description
Company that the sales opportunity is with.
Main contact person in the company for the sales opportunity.
Short description of the opportunity.
Source of the opportunity. For example, Trade
Show, Customer Referral, Web.
Type of opportunity or general area of product interest. For example, Services, License,
Consulting, Mix.
Customer reference code. For example, it could be a combination of a marketing campaign code and customer identifier.
Detailed description of the sales opportunity.
Date the opportunity was received. Defaults to today's date.
Actual date the opportunity was closed.
Security territory. For more information, see
Territory management (page 4-4)
The Campaign Wave Activity source of the opportunity (only available where Campaign
Management is implemented).
Stage the opportunity is at. For example,
Lead, Quoted, Negotiating.
Status the opportunity is at. For example, In
Progress, Won, Lost.
A percentage certainty that this deal will close at some point in the future.
The figure the Sales User expects to get, if the deal closes.
Priority. For example, Normal, Low, High.
Person responsible for the sale.
Team responsible for the sale.
Forecast close date.
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Chapter 13
Field
Opportunity Currency
Total Quote Value
Total Order Value
Description
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.
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.
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
Lost
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Chapter 13: Sales opportunities
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
and click Save.
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.
4. Click New | New line item. The New Line Item panel is displayed.
5. Complete the fields on the
.
6. Click Save to add the line item and quit the New Line Item panel.
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 Edit.
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To add more line items to the quote, click New | New line item.
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To add a free text line item, click New | 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.
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To add a free text comment, click New | 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.
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 More | Add to group. For example, you could create a group as part of a mailing action. For more information, see
.
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Chapter 13
New Quotes page fields
Field
Currency
Pricing List
Status
Include In Quotes Total
Reference
Opened
Expiration Date
Description
Description
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.
Select the pricing list for the quote.This is a mandatory field, and the Default Pricing List is set by default.
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).
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.
Generated automatically when the quote is saved. The format of the reference is set by the System Administrator.
Read-only field set by the system when the quote is created.
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.
Short description of the quote.
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Chapter 13: Sales opportunities
Field
Discount Type
Discount Percentage
Discount Amount
Description
Percentage or Amount.
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 read-only and is calculated according to the amount entered in the Discount Amount field.
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.
New line items panel fields
Field
Product Family
Product
UOM
Quantity
Description
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.
Select from a list of products set up by your
System Administrator.
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 of the product. If UOMs are being used, then this is the quantity of the UOM.
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Chapter 13
Field
List Price
Quoted Price
Line Item Discount
Description
Standard price of the product. If UOMs are being used, then this is the standard price the
UOM.
This is a read-only field.
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.
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 at the top of 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.
Workflow buttons
You can record the qualification information received from your prospect against the opportunity by using a sample Opportunity workflow available in Sage CRM.
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
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Chapter 13: Sales opportunities
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
and
.
1. Click New | New Quote or New | New Order.
2. Alternatively, 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
or the
or order to a company or person using the advanced search buttons.
4. Click Save.
5. To preview the quote or order in a new window, click More | 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 More | 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.
4. To add information about the emailed quote or order to an existing marketing campaign, choose the relevant campaign activity from Wave Activity.
5. Click More | Send Quote or Send Order.
Sending a quote
1. Open a quote from the Quotes tab.
2. Click More | Merge to Word or Merge to PDF. A list of sales related documents is displayed in the Shared Templates list.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
3. Click the quote template you want to work with.
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Chapter 13
4. From the Edit and Merge Document page you can: l
Modify the document for this mail merge. Add custom text, insert more Sage CRM merge fields, and apply custom formatting.
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Preview Merge. You may need to disable any active pop-up blockers to view.
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Save Template. Update the template with the changes made. Available to users with
Info Manager or Administration rights only. For information on how to customize tables showing line items, please refer to the System Administrator Guide.
5. Click Merge and Continue.
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Deselect or select the Create Communication checkbox. Select the checkbox to create a completed Communication record with a link to the merged document. The merged document also becomes available from the Documents tab.
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View merged document. You may need to disable any active pop-up blockers to view.
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Edit merged document. This opens a new browser window where you can edit the merged document. This option is only available in Internet Explorer, when the Active X plug-in is used. Make your changes to the document, save and close. Then click Save on the Complete Merge Process page.
The ability to use the Active X plug-in is controlled by the System
Administrator from <My Profile> | Administration | Email and
Documents | Documents and Reports Configuration.
7. Click Continue. If the Create Communication checkbox is selected, the Save Merged
Document As A Communication page is displayed.
8. Add a Subject for the communication, and update any other fields you need to.
9. Click Save. A communication record with a link to the quote is created and the quote is saved in the Documents tab.
10. Progress the opportunity to the next stage in the sales cycle by clicking, for example,
Proposal Submitted under the Actions drop-down on the Opportunity Summary page. Note that the sample workflow may vary slightly from your customized workflow.
11. Complete the required information, and add a tracking note. All changes made so far are reflected on the Opportunity Tracking tab.
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Chapter 13: Sales opportunities
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. The fields are displayed in the table below.
Field
Currency
Pricing List
Reference
Opened
Delivery Date
Status
Description
PO Reference
Contact
Description
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 of the orders. Read-only. This value is carried over from the Pricing List field on the quote.
Generated automatically when the order is saved. The format of the Reference is determined by System Administrator.
Date and time the quote was converted to an order.
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.
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).
Short description of the order.
Purchase order or order reference number from the customer.
Contact person for the order.
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Chapter 13
Field
Billing Address
Shipping Address
Shipping Method
Discount Type
Discount Percentage
Discount Amount
Description
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.
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 drop-down field below the Shipping Address field. Alternatively you can type over the existing address information.
Select from a drop-down list. For example,
Courier, Mail.
Select from Percentage or Amount.
Percentage discount on the whole order.
Money amount discount on the whole quote.
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: l
Change Summary. Gives you access to the Order Summary panel and to the Line
Items discount area.
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New Line Item. Allows you to add a new line item to the order.
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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.
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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
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Chapter 13: Sales opportunities 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.
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Clone. Creates a new order based on the existing order information.
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More | 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.
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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. Please refer to
for more information.
Printing an order
You can create an order confirmation to send to both the customer and your order fulfillment team.
1. Click More | Merge to Word or Merge to PDF from the Orders tab. A list of shared templates is displayed.
If your System Administrator has disabled the Merge to Word option, Merge to
Word isn't displayed.
2. Click the order template you want to work with. The order is displayed onscreen, and it can be edited.
3. From the Edit and Merge Document page you can: l
Modify the document for this mail merge. Add custom text, insert more Sage CRM merge fields, and apply custom formatting.
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Preview Merge. Opens a new browser window. Note: You may need to disable any active pop-up blockers to view.
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Save Template. Updates the template with the changes made. Available to users with
Info Manager or Administration rights only. For information on how to customize tables showing line items, please refer to the System Administrator Guide.
4. Click Merge and Continue.
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Deselect or select Create Communication. Select the checkbox to create a completed Communication record with a link to the merged document. This also makes the merged document available from the Documents tab.
User Guide 13-13
Chapter 13 l
View merged document. This opens a new browser window. You may need to disable any active pop-up blockers to view.
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Edit merged document. This opens a new browser window where you can edit the merged document. This option is only available in IE and when the Active X plug-in is being used. Make your changes to the document, save and close. Then click Save on the Complete Merge Process page.
The ability to use the Active X plug-in is controlled by the System
Administrator from <My Profile> | Administration | Email and
Documents | Documents and Reports Configuration.
6. Click Continue. If the Create Communication checkbox is selected, the Save Merged
Document As A Communication page is displayed.
7. Add a subject for the communication, and update any other fields you need to.
8. Click Save. A Communication record with a link to the order is created, and the order is saved in the Documents tab.
Closing a sale
1. Within the context of the opportunity, click Actions | 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.
5. To close the opportunity, click Actions | Closed.
Manually progressing opportunities
The workflow functionality automates the progression of opportunities to follow predefined business processes.
If your system doesn't have Opportunity Workflow enabled, you will notice that the Actions dropdown at the top of the Summary page are replaced by a Progress button. This button allows you to manually change details of the opportunity via the Progress Opportunity page. Changes are still recorded in the Tracking tab.
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Chapter 13: Sales opportunities
Viewing the opportunities funnel
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To view a graphical representation of In Progress opportunities assigned to you, click the
Opportunities tab.
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The funnel shows the number of opportunities at each stage.
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are displayed beside the funnel.
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Opportunities are summarized in a list below the funnel.
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To filter your opportunities by stage, click a funnel segment. Alternatively, select a stage from
Stage and click Filter.
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To toggle back to the full list of opportunities, click the highlighted segment on the funnel.
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To view more details about a particular opportunity, click the opportunity link in the opportunity summary list.
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To view the funnel as a bar chart, click the chart icon .
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To hide the funnel, click <My Profile> | Preferences and set Show Opportunities Funnel to
No.
Opportunity statistics panel
The information in the Statistics panel is summarized in the table below.
Field
Forecast
Weighted Forecast
Average Value
Average Certainty
Weighted Average
Description
Total Forecast value of opportunities for the current stage.
Weighted Forecast value of opportunities for the current stage, that is, Forecast value multiplied by the % certainty.
Average Forecast value of opportunities for the current stage, that is Total Forecast value divided by the number of opportunities.
Total % certainty divided by the number of opportunities.
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:
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Chapter 13
1. Find and open the opportunity you want to generate the report for.
2. From the Opportunity Summary page, click More | Summary Report. The report is displayed in PDF format.
Viewing current opportunities
To find out which opportunities are currently assigned to you, click the 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.
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.
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. The New Quote or Order page is displayed.
2. Add the information on the New Quote or Order page. For more information, see
Adding products to an opportunity (page 13-5) .
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.
Finding a quote
1. Click Search | Quote.
2. Type or select the search criteria on the Find screen.
3. Click Find. A list of all quotes matching your search criteria is displayed.
4. Click the Quote Reference or Description. The Quote Details page is displayed, which gives you an overview of the quote.
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Finding an order
1. Click Search | Order.
2. Type or select the search criteria on the Find screen.
3. Click Find. A list of all orders matching your search criteria is displayed.
4. Click the Order Reference, Description or Status. The Order Details page is displayed, which gives you an overview of the order.
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Chapter 14: Sales forecasting
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Creating a forecast for yourself
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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?
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Allows individual sales users to flag opportunities in their funnel to indicate whether they should be included in their sales forecast.
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Allows individual sales users to enter forecasts using their opportunity funnel as a default starting point.
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Allows sales managers to make their forecast based on their own personal funnel (if they have one), as well as on the forecasts of their team.
Sales forecasting terminology
This table explains the sales forecasting terminology:
Term
Opportunity
Pipeline
Description
A sales opportunity that is being worked on by a specific sales rep.
The list of opportunities currently assigned to a sales user (in
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
Opportunity Target Close
Date
Opportunity Forecast
Scenario
Description
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.
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
Quarter
Sales Forecast
Sales Rep
Sales Manager / Boss
Description
A three month period.
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.
A sales user who has no-one 'reporting/rolling up' to them—they are responsible for their own pipeline only.
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.
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Chapter 14: Sales forecasting
Term
Rolling Up
Quota
Description
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.
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:
1. Click Forecasts on the Main menu 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.
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The Weighted Forecast is the Forecast figure multiplied by the Certainty %.
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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.
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Chapter 14 l
The pipeline figure in the Forecast Summary page is the total weighted forecast by month of everything in the funnel, 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.
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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.
Submitting a forecast
1. Click Forecasts on the Main menu 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: l
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.
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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 Forecasts on the Main menu, and click quarterly forecast that you want to review. The
Forecast Entry page is displayed.
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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 readonly 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 Forecasts on the Main menu.
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.
4. 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 Entry panel.
Note: When a manager clicks on a subordinate's opportunities, the summary screen for that
Opportunity is displayed.
5. Click Save to update the manager’s assessment.
6. 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.
7. Click the magnifying glass icons next to the months to update the overall forecast.
8. Make any final manual changes required to the forecast figures on the top panel.
9. 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.
User Guide 14-5
Chapter 14
Administrator access to forecasts
A user with full System Administrator rights can access and submit a forecast for another sales user.
1. Click <My Profile>.
2. Click the arrow beside your user name and click your colleague's name.
3. Click Forecasts on the Main menu. You can review, change, and submit your colleague's forecast. If you navigate away from this screen and then click the back button to return to it, the screen is in read-only mode.
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Chapter 15: Leads
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Searching for an existing lead
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Matching a lead to an existing company
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Converting a lead to an opportunity
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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.
User Guide 15-1
Chapter 15
Lead Qualification: Scenario
Creating a new lead
1. Click New | New Lead.
2. Complete the
and click Save. The Lead Summary page is displayed.
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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.
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Chapter 15: Leads
Field
Description
Source
Opened
Main Product Interest
Details
Campaign\Wave Activity
Decision Timeframe
Assigned To
Team
Stage
Status
Priority
Company Name
Web Site
Industry
Annual Revenues
No. Of Employees
Last name
First name
Salutation
Title
Phone Country Code
Phone Area Code
Phone Number
Description
Short description.
How the lead was initiated. For example,
Phone Enquiry, Conference.
Date the lead was opened.
Select from a list of main product lines.
Detailed description of the requirements.
Campaign Wave Activity the lead is linked to.
Select from a list of existing Wave Activities.
Timeframe within which a decision will be made.
User responsible for the lead.
Team the lead is assigned to. For example, telesales.
Stage of the lead. For example, New Lead,
Qualified, No Interest.
Status of the lead. For example, In Progress,
Opportunity, Closed.
Priority of the lead. For example, Normal,
High, Low.
Name of the company.
The company URL.
Industry segment the lead belongs to. For example, Telecommunications, Finance.
Approximate revenue of the company.
Approximate number of employees.
Lead contact surname.
Lead contact first name.
Lead contact salutation. For example, Mr,
Mrs, Dr.
Lead contact title. For example, Purchasing
Manager.
Lead contact email address.
Phone country code of person.
Phone area code of person.
Phone number of person.
User Guide 15-3
Chapter 15
Field
Fax Country Code
Fax Area Code
Fax Number
Address 1
Address 2
Address 3
Address 4
City
Zip Code
State
Country
Description
Fax country code of person.
Fax area code of person.
Fax number of person.
First line of address.
Second line of address.
Third line of address.
Fourth line of address.
Address city.
Address zip or postal code.
Address state or county.
Address country.
The table below shows the Lead Status icons.
Status Icon Description
In Progress
Opportunity
Closed
Searching for an existing lead
1. Click Search | Lead.
2. Enter the name of the person, or combine any other available search criteria available.
3. Click Find.
4. Click the Lead description. You can view details of the Lead and view related communications and notes in the context of the Lead.
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.
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Chapter 15: Leads
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, please see
Converting a lead to an opportunity (page 15-5) .
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:
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.
User Guide 15-5
Chapter 15
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. From the Lead Summary page, click Convert To Opportunity.
3. If you have not yet matched the lead to a company or person, a warning dialog box is displayed.
4. 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.
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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.
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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.
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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.
5. Click Save.
6. Click Select Company. The lead is matched to the new company and person that you have added to the system.
7. Click Convert To Opportunity. For more information on the Opportunity fields, please see
Creating a new opportunity (page 13-2) .
8. Complete any further known details on the Record New Opportunity page.
9. Click Save. The Opportunity Summary page is displayed.
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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.
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An Opportunity Tracking tab. This shows a record of the conversion from Lead to
Opportunity.
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Communications which were created in the context of the lead are displayed in the
Communications tab of the Opportunity.
Manually progressing leads
The workflow functionality automates the progression of leads to follow predefined business processes. Your System Administrator can determine whether your system uses workflow or not from <My Profile> | Administration | Advanced Customization | Workflow & Escalation
Configuration.
If your system does not use Lead Workflow, the Lead workflow actions on your leads' Summary page are replaced by a Progress button. This button allows you to manually change details of the lead via the Progress Lead page. Changes are still recorded on the Tracking tab.
Viewing the leads funnel
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To view a graphical representation of In Progress leads assigned to you, click the Leads tab.
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The funnel shows the number of leads at each stage.
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are displayed beside the funnel.
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Leads are summarized in a list below the funnel.
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To filter your leads by stage, click a funnel 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 funnel.
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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 view the funnel as a bar chart, click the chart icon.
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To hide the funnel, click <My Profile> | Preferences and set Show Leads Funnel to No.
User Guide 15-7
Chapter 15
Drilling down on the Leads pipeline
Lead statistics panel
The information in the Statistics panel is summarized in the table below.
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Chapter 15: Leads
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).
Opened Today
Opened This Week
Opened This Month
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.
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.
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.
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.
User Guide 15-9
Chapter 15
Viewing leads assigned to you
Click 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 at the top-right hand-side of the screen 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.
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. From the Lead Summary page, click Edit.
3. Click Delete, then Confirm Delete. The record is deleted from the system.
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Chapter 16: Outbound call handling
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Introduction to outbound call handling
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Outbound call handling buttons
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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.
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Your personal calendar list isn't cluttered with hundreds of campaign-based telephone calls.
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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.
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.
Outbound call handling buttons
These buttons are available within Outbound Call Handling.
Button
Get Another Call
Finish Calling
Got Through
Description
Displays the details of the next person on the call list.
Ends the call session, and displays the
Summary page for this call list.
Displays the Contact Introduction page and allows the user to gather data relating to the call as defined by the marketing manager.
User Guide 16-1
Chapter 16
Button
Exclude
Call Back After
Description
Removes the contact from the call list. The user is prompted for an exclusion reason.
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
Company
Summary
Person Summary
New Person
Quick Look
New Lead
New Opportunity
New
Communication
Description
Displays the company tabs in a new browser window.
Displays the person tabs in a new browser window.
Allows you to add a new person from a new browser window.
Displays the Quick Look tab in a new browser window.
Allows you to add a new lead from a new browser window. The lead is linked by default to the call list
Wave Activity.
Allows you to add a new opportunity from a new browser window.
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. Go to <My Profile> | Preferences and make sure that the Show Outbound Calls In My
CRM option is set to Yes. Click the Outbound Call Lists tab on the Main menu. All outbound call lists that you have been assigned to work on are displayed.
2. 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.
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Chapter 16: Outbound call handling
Working with outbound calls
Use the action buttons on top of the page when working with call lists.
To contact the first person on the call list:
1. Click Get A Call from the Actions drop-down.
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.
Please refer to
Outbound call fields (page 18-10)
for more information. 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.
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.
User Guide 16-3
Chapter 16
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.
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Chapter 17: Groups
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Creating a group from the Groups tab
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Creating a group from the Wave Activities tab
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Creating a group based on a primary entity search
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Adding a primary entity record to a static group
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Adding multiple records to a group
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Adding multiple records to a group using Search/Saved Search
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Adding multiple records to a group using Logical Search
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Adding the records of a group to another group
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Performing a mass update on a group
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How group information is stored
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Key attribute data generated by groups
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Adding group list information to a tab
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Introduction to groups
The Groups feature allows you to create, edit, and save lists of people, companies, leads, cases, opportunities, quotes and orders based on defined filter criteria. Groups can also be created for custom modules records created with the Sage CRM Builder.
User Guide 17-1
Chapter 17
The filter criteria can be simple or complex. For example, "All IT managers in Dublin", or "All the 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".
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Generate groups based on views which offer the same flexibility and power as Sage CRM reports. For more information, see View Customization in the System Administrator Guide.
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Generate groups based on the Key Attributes functionality. For more information, see Key
Attribute Profiling in the System Administrator Help.
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Define how to sort the contents of a group when it's displayed.
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Navigate groups using the forward and back buttons.
You can add a company with no people to a group. However, such a group cannot appear in an Outbound Call list.
Technical overview of groups
Group Building. Groups are based on SQL views generated by queries. These retrieve records based on specified entity IDs. You can specify which view a group is based on.
A System Administrator can add and/or edit views in <My Profile> | Administration |
Customization | Primary Entities or Secondary Entities | <Entity> | Views. To filter a group result, use any of the fields available from a view, or use key attribute data.
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A static group stores both the query that generated the group and the list of returned records.
When you open a static group, it returns the list of records that were last added to the group.
The contents of these groups must be manually refreshed.
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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 is run and the group contents are refreshed.
If you use a dynamic group to create a MailChimp campaign, the campaign statistics are not automatically updated every hour. They are updated only when you open Sage CRM, or refresh the group, or manually refresh the statistics screen. For more information, see
Viewing MailChimp campaign results
Groups tab
To view and manage groups, click Groups on the Main menu. The Groups tab is available if your
System Administrator has given you the rights from <My Profile> | Administration | Users.
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Creating a group
You can create a group in several ways.
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From the Groups tab.
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From the Wave Activity tab.
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Based on a primary entity search.
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When performing a data upload. For more information, see Running a data upload in the
System Administrator Help.
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From any search list results.
Creating a group from the Groups tab
1.
Click Groups on the Main menu.
2. Click New Group and enter a name and description for the group.
3. Select a type of group from Type. You can create a static or dynamic group.
4. Select the entity for your group from Entity. All records within a group must be based on the same primary entity, except if you're working with custom modules created with Sage CRM
Builder. For more information, see
. When you select an entity,
Source View is displayed containing views that return one row per ID field.
5. Select the group's source view and click Continue.
6. Select the columns to include in the group contents, search criteria, and sort order.
7. Select Logical Search to create a logical search to generate the group. For more information, see
Using Logical Search (page 3-4) . You can also add key attribute data to the selection
fields of your group definition.
8. Click Continue. If you've added search criteria, the New Group, Stage 3 of 4 page is displayed.
9. Specify your search criteria and click Continue.
10. If you're creating a static group, you can Include All or Exclude All records from More. The default is Include All.
11. Click Save.
If you're creating a static group, click Save empty static group to save the query that generated the group, but not the list of records returned by the query. Use this to build a group of individually selected records. For more information, see
Adding a primary entity record to a static group (page 17-6)
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User Guide 17-3
Chapter 17
Group action buttons
This table describes the Group action buttons.
Button
New | New Task
New | New Email
Merge to Word or Merge to
More | Export To File
More | Mass Update
More | Update Territory
More | Include All
More | Exclude All
More | Refresh
Description
Creates a task against each recipient on the group.
Sends an email to each recipient on the group.
Merges a standard template with the address and contact details of the recipients in the group. If your System Administrator has disabled the Merge to Word option,
Merge to
Word
isn't displayed.
Exports the group as a text or a CSV file.
Exported groups can be viewed from
Shared
Documents
on the Main menu.
Allows simultaneous updates to all records in the group. Displayed to System Administrators only if
Allow Mass Update And Update
Territory
is set to
Yes
in
<My Profile> |
Administration | System | System
Behavior
. For more information, see
Performing a mass update on a group (page
17-8)
Allows an administrator to update territories for a group. Displayed to System Administrators only if
Allow Mass Update And Update
Territory
is set to
Yes
in
<My Profile> |
Administration | System | System
Behavior
. For more information, see
Updating group territories (page 17-9)
Toggles all members of the group to be included. Available for static groups only.
Toggles all members of the group to be excluded. Available for static groups only.
Refreshes the group to include all records which have been added since the creation of the group and meet the search criteria.
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Button
More | Exclude Previous
Recipients
Description
If the group has already been used for an action, excludes the people, companies, or leads who were the targets of that action.
Available for static groups only.
When you click an action, the Parent Category Selection panel is displayed. It contains an entry that corresponds to the action you selected.
When you select the Parent Category and execute the action, a new category is automatically created as a child category in Key Attribute Data. The child record stores a link to every recipient for this action. You can use this child category as a selection criteria for a follow-up action. For more information, see
Key attribute data generated by groups (page 17-11) .
Creating a group from the Wave Activities tab
User Requirement: System Administrator or Information Manager rights
Groups created from the Wave Activity tab in the Marketing area help you 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. For more information, see
Creating a new group based on responses to follow-up calls (page 18-8)
.
Creating a group based on a primary entity search
If you've access to groups, you can create a group containing the results of a search on a primary entity (Company, Person, Case, Opportunity, Lead, Quote, or Order). For example, you can create a group based on the results of a search for all companies based in Chicago.
You can also create a group based on the results of a Logical Search. For more information, see
1. Click Search | <Entity>.
2. Enter your search criteria and click Find. A list of matching records is returned.
3. Click Create New Group.
4. Enter a name and description for the new group.
5. Select who can access the group from Available To.If you're an Info Manager with Groups access, you can make groups available to other Info Managers, or keep them for your own private use. If you're a System Administrator, you can make a group available to all users.
6. Select dynamic or static from Type.
7. Click Save.
User Guide 17-5
Chapter 17
Adding a primary entity record to a static group
You can add a record to a static group, directly from the record's Summary screen.This is possible for Person, Company, Case, Opportunity, Lead, or custom modules created with Sage CRM
Builder.
The following example explains how to add a Company record to a group.
1. Click Search | Company and locate the company you want to add to the static group.
2. Open the Company Summary page.
3. ClickMore | Add to group.
4. Select the group from the Add To Groupdrop-down list. For this example you can choose from static groups based on the Company entity, which are available to all users.
5. Click Save.
Adding multiple records to a group
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Add multiple records of the same entity type to any static group.
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Add records by searching on a standard entity search screen, or using an advanced search.
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Add all of the records of one group to another group, provided both groups are based on the same entity.
When adding multiple records to a group, you can receive an onscreen message if you attempt to add a record that is already in the destination group.
You cannot add records to group if you do not have the correct security rights. Instead, you receive a notification explaining that the records are not available to you.
Adding multiple records to a group using Search/Saved Search
1. Click Groups on the Main menu.
2. Click the link for the group you want to add records to. The Group Details page is displayed.
3. Click More | Add to group. The Add To Group dialog box is displayed.
4. Add Records Via Find / Saved Search is selected by default. Click Continue.
5. To search for the records you want to add to the group, use the filter options or run a saved search.
6. Click Add to group A notification is displayed to tell you the number of records you have added to the group.
7. Click Continue to go back to the Group Details page.
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Adding multiple records to a group using Logical Search
1. Click Groups on the Main menu.
2. Click the group you want to add records to. The Group Details screen is displayed.
3. Click More | Add to group. The Add To Group dialog box is displayed.
4. Select Add Records Via Advanced FindAdd Records via Logical Search and click
Continue. The Logical Search page is displayed.
5. Search for the records you want to add to the group using the advanced find options or by running a saved search.
6. Click Add To Group. A notification is displayed to tell you how many records have been added to the group.
7. Click Continue to go to the Group Details page.
Adding the records of a group to another group
1. Click Groups on the Main menu.
2. Open the group you want to add records to. The Group Details screen is displayed.
3. Click More | Add to group. The Add To Group dialog box is displayed.
4. Select Add Another Groups Records and click Continue.
5. Select the group whose records you want to add from the Groups drop-down list.
6. Click Save. A notification tells the number of records added to the group.
Duplicate records are not be added.
7.
Close the Groups dialog box.
Refreshing a group
Dynamic groups are refreshed automatically. New records that match the group search criteria are automatically added to these groups.
Static groups aren't refreshed automatically. You must click Refresh to add new matching records to these groups.
The following example explains how to refresh a static group of people in order to perform a task on the group. First, you’ll create a group and send them a mail shot. Then, you’ll update your group with three extra people and send them the original mail shot.
1. Create a new group of people based on a criterion, such as City = Dublin.
2. Open the group and 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.
3. Add three new people to the system with the criterion City=Dublin.
4. Open the group, and note the number of people in it.
5. Click Refresh. The number of people is incremented by three.
6. Click Exclude Previous Recipients.
7. Click Start Mail Merge | Merge to Word or Merge to PDF. The mail shot is sent to the three new contacts only.
Editing a group
You can edit certain fields in both static and dynamic groups.
1. Click the Groups tab.
2. Open the group that you want to edit. The Group Details page is displayed.
3. Click Edit. Group Stage 1 of 4 is displayed.
4. Click Continue to move through the editable group attributes.
5. When you reach the Group Stage 4 of 4 page, click Save.
Group records are locked for editing when selected. This means only one user can make changes to a group at any one time.
Performing a mass update on a group
User Requirement: System Administrator or Information Manager rights
The mass update function is enabled from <My Profile> | Administration | System | System
Behavior. Please refer to System Settings in the System Administrator Guide for more information.
The mass update function allows you to simultaneously update the same fields in selected records within a group. For example, if four people in a group of contacts have moved to a new region, use the mass update function to update the Region field for all four records in one go.
The System Administrator should ensure they have a full backup of the database before performing a mass update.
1. Go to Groups on the Main menu.
2. Open the group that you want to update.
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Chapter 17: Groups
3. Select the Exclude check boxes for any records that you don't want to update.
4. Click Mass Update. The Fields page is displayed. This page displays all the fields common to the records you have selected.
5. Select the fields you want to update. For this example, select the Region field.
6. Click Continue. The Region drop-down list is displayed.
7. Select a new region for the records; for example US East.
8. Click Save. A notification tells you the number of records affected by the update.
9. Click OK. The Summary of Updated Records page is displayed.
10. Click Continue. The selected records have now been updated.
Updating group territories
User Requirement: System Administrator rights
To enable this feature, go to <My Profile> | Administration | System | System Behavior. For more information, see System Settings in the System Administrator Guide.
The Update Territories option allows you to simultaneously update the territory field for selected records within a group.
For example, if you have a group of contacts assigned to various US territories, you can update all the records in the group so they belong to the US Canada territory instead.
The System Administrator should ensure they have a full backup of the database before performing a mass update. Make sure that all users are logged out of the system before performing a territory update. Please refer to the System Administrator Guide for more details.
1. Click More | Groups tab.
2. Open the group that you want to update.
3. Exclude any records that you do not want to update.
4. Click Update Territory.
5. Select the new group territory from the Territory Name drop-down list. For this example, select US Canada.
6. Click Save. The Summary Of Potential Update Records page is displayed.
7. Click Go. The Summary of Updated Records page is displayed.
8. Click Continue . The selected records have now been updated.
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How group information is stored
User Requirement: Information Manager rights
Information generated by static groups is stored in key attribute data. This occurs in two ways: l
When you create a static group and save it, the group and all its records are saved with a piece of key attribute data, which identifies the group and all its members. The saved group can be viewed from <My Profile> | Administration | Advanced Customization | Key Attributes |
Categories under the Group Entries category. The key attribute field, which is stored against the group member is set to either Include or Exclude.
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When you perform an action against records in a static or a dynamic group, the action, and all the records affected by the action, are saved with a piece of key attribute data. The actions can be viewed from <My Profile> | Administration | Advanced Customization | Key
Attributes | Categories under the Default Activities category. The key attribute data field, which is stored against the group member, is set to the date that the action was carried out.
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Chapter 17: Groups
Key attribute data generated by groups
User Requirement: System Administrator rights, or Infomation Manager with Key Attributes rights
This example illustrates how to work with key attribute data generated by static groups.
1. Create a new static group of people where the Title Code = IT Manager.
2. Click Continue, and select the columns you want to display in the group.
3. Click Continue and set the search criteria to IT Manager. The New Group Stage 3 of 4 page is displayed.
4. Click Continue. The New Group Stage 4 of 4 page is displayed.
5. Click Save. The page is displayed with a Group Saved bar at the top.
6. Click <My Profile> | Administration | Advanced Customization | Key Attributes |
Categories. The Key Attribute Categories list is displayed showing the saved group you created as a child category of the Group Entries category.
7. Click the Groups tab.
8. Click the group you created.
9. Click New Task to schedule a phone call to each person in the group. The New Task page is displayed.
10. Complete the communication details, and click Internal Actions on the Parent Category panel at the end of the page. The default Parent Category is set up from <My Profile> |
Administration | Key Attributes | Category Groups | Activity Category Groups.
11. Click Save. A communication is scheduled for each person in the group.
12. Click <My Profile> | Administration | Advanced Customization | Key Attributes |
Categories. The Key Attribute Categories list is displayed showing the action against the group as a child category of the Default Activities | Internal Actions category.
Default Activities | Internal Actions category
Because the saved group and the actioned group are stored in this way, you can now report on these entries and create further groups based on them for future or follow-up actions or reports for analysis of past groups.
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Building a new group based on a previous action stored in Key Attribute Data
Building a report based on a saved Group Entry
Adding group list information to a tab
User Requirement: System Administrator rights, or Information Manager with Key Attributes rights
You can review and change static group data from the record level that it is stored against. For example, if you want to view all actions (mail merges, email blasts, and so on) carried out against a particular person, or see what Groups they are members of, you can display this key attribute profiling data on a tab within the person context. For more information, see Key Attribute Profiling in the System Administrator Guide.
1. Click<My Profile> | Administration | Advanced Customization | Key Attributes |
Category Groups, and make sure that General Category Groups is selected in the list.
2. Click New.
3. Enter a name and description for the Category Group, for example, Group Information.
4. Select the categories, for example, Default Activities and Group Entries, that you want to be displayed within this category group from the Key Attribute Categories list and move them
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Chapter 17: Groups over to the Categories Within Group list. These are at the upper level of the Key Attribute
Categories list. You could start much lower down the child categories to display more specific information relating to a particular set of actions or groups.
Category Groups page
5. Click Save to display the new category group.
6. To display the information on a tab within the context of a person, click <My Profile> |
Administration | Customization | Primary Entities | Person | Tabs.
7. Click the Person tab group. The Customize Tabs page is displayed.
8. Add a new tab, with the Action set to Key Attributes, and the Key Attribute Category Group set to the category group you have just created.
Customize Tabs page
9. Click Add, then click Save.
10. Search for a Person, who is already on one of the groups you have created, and where you have carried out an action against that group.
11. Click the Person record.
12. Click the new tab you have created. The key attribute data representing the group membership and actions carried out is displayed on the tab. This information can be manually edited to change, for example, a particular person from being Included in a group to being Excluded.
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Group information displayed on a Tab as Key Attribute Profiling data
Exporting group information
You can export a group to a CSV or text file. If a group is exported to a CSV file, it is saved in
Shared Documents on the Main menu.
When exporting a group to a file, the type of communication record created depends on the entity the group is based on: l
When a group is based on the Person or Company entities the communication created is linked to each contact in the group and a record of the group export appears on the
Communications tab of every person or company in the group.
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When a group is based on the Opportunity or Case entities a single communication containing a link to all of the relevant opportunities or cases is recorded in the calendar of the user who has performed the export.
To export a group:
1. Click Groups on the Main menu.
2. Click the group you want to export. The Group Details page is displayed.
3. Click Export To File. The Export Group page is displayed.
4. Select either the Spreadsheet (CSV) or Text option.
5. Click Save. When the list is exported, you can view it or save it to a location of your choice.
The Create entry in shared documents check box is selected by default if the group you're exporting is not private. If the group is private, the check box is deselected by default. Selecting it makes the shared document available to all users.
Viewing an exported group
When you export a CSV file from a group, it is added to the document library, and can be viewed from the Shared Documents tab.
1. Click Shared Documents on the Main menu. The list of your shared documents is displayed.
2. Click the exported group that you want to view.
3. Click View Attachment. The CSV file is opened in a new browser window.
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Sending mass emails
User Requirement: Information Manager rights
Mass emails can be in text or HTML format, and they can contain file attachments and inline images.
Note that if you're using a free 30-day trial, your mass emails are not sent. However, they are saved as communications in the hosted database.
Configuring Sage CRM for Mass emails
Once the embedded email editor is configured, you can use the Mass Email functionality. You need to ensure that the required From and Reply To addresses have been specified.
To ensure that From and Reply To addresses have been specified:
1. Open <My Profile> | Administration | Email And Documents | Email Aliases and click
New. A list of email addresses that emails can be sent from is displayed. If the entry for the email address you want to send mass emails from is not listed, you need to set up an entry for it.
2. Click the mailbox you want to use to send mass emails from, and click Edit. In this example, the Marketing mailbox is being used.
3. Ensure that the Email Address and Display Name fields are completed and that From and
Reply To addresses are enabled and specified.
4. Click Save .
Sending emails to groups
To send mass emails to a Group, the Group must be linked to a Person, Company or
Lead.
1. Click Groups on the Main menu and click the Group you want to email. The Group Details page is displayed.
2. Click New | New Email. The Send Mass Email page is displayed.
3. To ensure the email isn't sent to members of another Group, select the other Group from
Dedupe Against Existing Group.
4. To base the email on an existing template, click Template. Sage CRM templates usually contain standard content and field codes. Further formatting layouts are available from the
Layouts toolbar button.
5. Select a From address. Your email address is the default value. Other options depend on what your System Administrator has configured and your permissions.
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6. Enter a subject and the email content.
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You can type a message in standard text, and use the
to format it.
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To include merge fields in the email, select the fields from Choose Field to insert into
the Email. For example, you can include the recipient’s first name or title in the email.
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To include HTML content in the email, click Source. Copy and paste HTML into the 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. The source of the image files must be specified in the HTML source code as paths on the Internet, for example, <img src =
"http://www.domain.com/products/image.gif">. If you don't have experience writing
HTML source code, ask whoever writes the HTML source to ensure the images are referenced in this way before you use the HTML in your mass emails.
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You can add a .GIF, .JPEG, or .JPG file as an inline image. An inline image is an individual image that's included in the email body. Inline images are displayed in the email body, and are referenced from the email server in the HTML source. To upload an inline image, click Choose File, navigate to the image file, select the image file, and click Upload inline image. To display the image in the body of the email, you must reference the image in the HTML. Click Source and update the HTML to reference the image.
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You can attach global documents and local files. To attach a global document, the
Search Select icons to locate the file, select the file, and click Upload Attachment.
Please refer to
Search Select Advanced (page 2-11)
for details on using the Search
Select buttons. To attach a local file, click Choose File, navigate to the file, and click
Upload Attachment.
7. When you've added the email content, you can specify additional rules for saving the communication in the database. The option to specify additional rules is not available if you're using Email Management to handle outbound emails. From the Communication Options panel, select the team and territory in which you want the communication to be saved, and specify the status and the type of communication you want the email saved as.
8. To link the mass email to a Wave Activity, select an activity from Wave Activity.
9. If you select Emails from Parent Category Selection, a new category is automatically created in Key Attribute Profiling as a child category of eMails when the email is sent. The name of the category corresponds to the email subject. The child record stores a link to every recipient of the email. You can use this piece of key attribute data as a selection criteria for a follow-up action to this email.
10. To see how the email looks to recipients, click Send Yourself Test.
11. To send the email to all people or companies in the Group, click Send Email and then click
OK.
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12. To review the status of the job, click Marketing on the Main menu and click Mass Email
Status.
13. To temporarily stop the mailer, click Stop from the Actions column. The current mailer details remain on the status list until the job is resumed and the email has gone to everyone in the group. If you click Stop, the emails remain unsent with a Pending status even if they were set to a Complete status in the Send Mass Email Communication Options panel.
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To view details of the communication, click the link in the subject column.
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To view a list of people to whom the email was successfully sent, click Click Here To
View Recipients Of The Mass Email .
14. To restart the mailer, click Resume. When all emails have been sent successfully, the status bar at the top of the Mass Email Status tab displays the following message: "There are no pending mass Emails". Any problems that are encountered when sending the email are included on the status list, and you can troubleshoot the problem. Emails sent to the group are saved as communications against the person and/or company that they are sent to. They are also saved against the team and territory you specified on the Communication Options panel and according to the status you selected.
15. To review a sent email, find a Person or Company to whom you sent a mass email and open the communication. You can convert the email to an Opportunity, Lead, or Case. If the email was linked to a Wave Activity, you can click Editand register a response to it. Note that to register a response, you must open the Email Out from the Communications list in the Person or Company context.
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Chapter 18: Campaign management
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Campaign, wave and wave activity fields
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Campaign wave activity action types
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Performing an internal mail merge
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Scheduling an internal telesales activity
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Creating a new group based on responses to follow-up calls
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Setting up outbound call handling
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Reporting on opportunities generated through campaigns
What is campaign management?
User Requirement: 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.
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Wave activities: Wave Activities define exactly what action is performed for the campaign.For example, Outbound Telesales Activity or Flyer Mailing Activity.
Campaign Scenario
Campaign Management covers all the areas available from the Marketing menu button. 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 Groups on the Main menu - 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.
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Setting up a new campaign
User Requirement: Information Manager rights
1. Click Marketing.
2. Click the Campaign List tab.
3. Click New Campaign.
4. Enter the campaign details, and click Save.
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.
5. Click New Wave to set up the waves, or phases of your campaign.
6. Enter the Wave details and click Save.
7. Click New Wave Activity.
8. Enter the Wave Activity details and click Save. You have set up the framework of your campaign, and can begin on the first wave.
Campaign, wave and wave activity fields
User Requirement: Information Manager rights
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Chapter 18: Campaign management
These tables explain the standard fields on the Campaign, Wave, and Wave Activity pages.
Campaign fields:
Field
Campaign Name
Start
End
Status
Group
Campaign Budget
Actual Cost
Description
Name of the campaign.
Start date of the campaign.
End date of the campaign. Must be on or after the campaign start date.
Status of the campaign. For example, Active,
Canceled, Finished, Pending.
Drip marketing campaigns only. The group
(recipients) is set at the Campaign level only
(not per Wave Activity). This is because subsequent wave activities or “stages” are based on filtered criteria from the original group.
Note
: The group must include an email address field and at least one recipient. For more information on creating groups please refer to
Groups (page 17-1)
Total budget for the campaign.
Actual cost of the campaign. Calculated field
(read-only), based on the Actual Cost values entered against each Wave Activity.
This table explains the standard fields on the Wave page.
Field
Wave Name
Start
End
Status
Wave Budget
Actual Cost
Description
Name of the wave.
Start date of the wave. Must be on or after the campaign start date.
End date of the wave. Must be on or after the wave start date.
Status of the wave.
Total budget for this wave.
Actual cost of the wave. Calculated field (readonly), based on the Actual Cost values entered against each Wave Activity.
This table explains the standard fields on the Wave Activity page.
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Field
WaveActivityName
Status
Type
Details
Start
End
Group
Activity Budget
Actual Cost
Description
Name of the wave activity.
Status of the wave activity. For example,
Pending, Active, Canceled, Finished.
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.The full list of action types is described
Campaign wave activity action types (page 18-4)
A short description of the wave activity.
Start date of the wave activity. Must be on or after the wave start date.
End date of the wave activity. Must be on or after the wave activity start date.
The group to be used for this wave activity.This can be left blank if you have not yet created the group, but it must be completed before clicking the workflow action. Please refer to
Creating a group from the Groups tab (page 17-3)
for more information.
Total budget for this wave activity.
Actual cost of the wave activity.
Campaign wave activity action types
User Requirement: Information Manager rights
Campaign Management workflow must be turned on for you to see the workflow buttons under
Actions.
Action
Outbound Call
Description
Displays
Create Call List
under
Actions
.
This gives selected users or teams access to a list of contacts to call, using the outbound call handling features.
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Action
External Mail Merge
External Telesales
Internal Mail Merge
Internal Telesales
Other
Description
Displays
Create File For External Use
under
Actions
. 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.
Displays
Create File for External Use
under
Actions
. 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.
Displays
Do Mass Mail Merge
under
Actions
. This initiates the mail merge process.
Displays
Schedule Telesales
under
Actions
.
This displays the
New Task
scheduling page, which allows the scheduling of calls among a selected number of users.
Does not have an associated workflowAction.
Can be used for, for example, a print advertising phase of the campaign.
Cloning a campaign
You can clone all campaigns.
1. Click Marketing | Campaigns, and click a campaign.
2. Click Clone Campaign.
3. Give the campaign a new name, and select the new start date.
4. Click Save. 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.
Performing an internal mail merge
User Requirement: 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 Actions | Do Mass Mail Merge.
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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, deselect
Create Communication.
7. Complete the relevant fields in the Details and Scheduling panels on the Save Merged
Document as a Communication page and click Save. The Wave Activity Summary page is displayed, with Status set to Actions Completed.
Scheduling an internal telesales activity
User Requirement: Information Manager rights
To schedule follow-up calls for the marketing team:
1. Click Wave Activity.
2. Click Actions | Schedule Telesales.
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.
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.
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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.
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Setting up new response codes
User Requirement: 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.
Communication with Campaign Response Codes
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 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: l
A - Purchase within 3-6 months l
B - Purchase within 6-12 months l
C - Purchase decision >12 months l
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 new group based on responses to follow-up calls
User Requirement: Information Manager rights
1. Click Marketing.
2. Navigate to the Wave Activity.
3. Click Create New Group.
4. Click the Wave Activity and Response Type to base the new group on, and enter a description of the group. For example, the wave activity can be Flyer Follow-up Call, and the response Type can be 3-6 Months.
5. Click Preview List to review the new group.
6. Click Save.
Find out more about groups based on responses to follow-up calls in:
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Exporting a group
User Requirement: 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 Actions | 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 Shared Documents on the Main menu.
7. Once the wave activities are completed, click Actions | Completed to change the status of the wave activities. You can also update the actual cost of the wave activities and the wave status.
Setting up outbound call handling
User Requirement: Information Manager rights
Setting up Outbound Call Handling for a campaign involves: l
Creating an Outbound Call wave activity.
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Creating a Outbound Call list.
Find out more about outbound call handling in: l
Creating an outbound call wave activity
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Creating the outbound call list
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Refreshing the outbound call list
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Setting up Key Attribute Profiling Data on the Call Handling screen
Creating an outbound call wave activity
User Requirement: Information Manager rights
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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
User Requirement: Information Manager rights
The Wave Activity panel fields are described in
Campaign, wave and wave activity fields (page 18-
2) . The table below explains the fields on the remaining panels of the Outbound Call Wave Activity.
Field
Team
Introduction
Contact Introduction
Description
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.
General greeting or introduction guideline.
This can include merge fields, such as
#pers_firstname#.
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
Daily Call Target
Category Group
Users
Priority
Subject
Communication Details
Wave Items Communications
Team
Territory
Description
Target level of daily calls for the Outbound
Call list. This is also displayed to the user from the Call Handling page.
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 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 of the communication that is automatically created when a user reaches the contact.
Subject of the communication. This can include merge fields such as #pers_ firstname#.
Default Details of the communication.
Default Team of the communication.
Default security territory of the communication.
Creating the outbound call list
User Requirement: 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 Outbound Calls Lists tab.
Refreshing the outbound call list
User Requirement: Information Manager rights
User Guide 18-11
Chapter 18
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.
Reallocating calls
User Requirement: 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.
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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
User Requirement: 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.
Example: 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.
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Chapter 18: Campaign management
Categories page
Question
Received Invitation
Attending Seminar
Reason for not attending
Interested as
Comments
Answer
Yes
No
Yes
No
Time
Budget
Not Relevant
Other
Partner
Prospect
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.
User Guide 18-13
Chapter 18
Field
Name
Description
Key Attribute Categories
Search String
Field Search?
Categories Within Group
Related Entity
Question
Preview
Description
Name of the category group, for example
Seminar Response.
Longer description of the category group.
Highlights the categories to appear on the call handling screen, and click
Add
to move them to the Categories Within Group list.
Lets you search the Key Attribute Categories list.
Extends the search to fields within categories.
Displays the categories you have selected from the Key Attribute Categories list. To change the order, use the arrow buttons.
Stores the call handling data against an entity—for example, Person, Company,
Communication. Select an entity from this list.
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.
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 Edit.
9. Click the category group from the Category Group field.
10. Click Save.
To view and collect key attribute profiling data, go to Outbound Call Lists on the Main menu 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.
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.
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Chapter 18: Campaign management
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, please refer to "Key Attribute Profiling" in the System Administrator Help. For more information on
Tab Customization, please refer to "Tab Customization" in the System Administrator Help.
Reporting on opportunities generated through campaigns
User Requirement: Information Manager rights l
In the context of a campaign, the Report tab displays a running status of the success of the campaign.
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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.
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To measure other types of information about the campaign, click Report to create or use existing reports.
User Guide 18-15
Chapter 19: MailChimp campaigns
Chapter 19: MailChimp campaigns
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Adhering to anti-spam regulations
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Adding contacts to a MailChimp list
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Viewing MailChimp campaign results
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What is a MailChimp campaign?
User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns
MailChimp campaigns let you send automated emails to groups of contacts straight from Sage
CRM. You can build campaigns using predefined templates or create a new template from scratch.
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: l
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 hour while Sage CRM is open, MailChimp updates Sage CRM to remove unsubscribed recipients. The Opt out of E-Marketing checkbox on a Company, Lead, or Person record indicates whether the record has unsubscribed from a MailChimp campaign.
User Guide 19-1
Chapter 19
Logging on to MailChimp
User Requirement: Your System Administrator must grant you 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 username and password.
3. Select Stay logged in.
4. Click Log In.
Adding contacts to a MailChimp list
User Requirement: Your System Administrator must grant you 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. It's easy to add groups of contacts directly from Sage CRM to MailChimp.
1. Click Groups on the Main menu 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. Make
that you might need. Alternatively,
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The group must include an email column. If this column is missing, the Send to
MailChimp button doesn't appear.
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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.
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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.
2. Click Send to MailChimp.
Creating a MailChimp campaign
User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns
Before you set up a MailChimp campaign, ensure you've set up the group of email recipients you want to use in the campaign and have
added the group to the existing MailChimp list
. You must also be connected to the Internet and have
logged on to your MailChimp account
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Chapter 19: MailChimp campaigns
1. Click MailChimp Campaigns on the Main menu and click New.
2. Enter the campaign details.
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Enter the campaign name in 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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Specify the email address from which campaign emails are sent in From Email
Address.
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Enter the sender's name that appears on campaign emails in From Name.
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Choose the group to which campaign emails are sent in Segment.
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.
1. Check that your campaign details are correct. Click Next.
2. Choose a template and add the image and content that you want to include. Click Save &
Close.
3. 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.
4. Save, schedule or send your campaign.
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To send the email straight way, click Send and Send Now.
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To save the email and schedule a time to send it, click Schedule. Specify the delivery options and click Schedule Campaign.
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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, open the campaign in Sage CRM and click Send
MailChimp Campaign.
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've too many subscribers, you can delete contacts from the MailChimp list
. Alternatively, contact your System Administrator to upgrade to a paid plan
.
Deleting a MailChimp campaign
User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns
User Guide 19-3
Chapter 19
You can delete a MailChimp campaign from Sage CRM. When you delete a campaign, the campaign records remain in MailChimp.
1. Click MailChimp Campaigns on the Main menu.
2. Click the campaign hyperlink.
3. Click Delete.
Viewing MailChimp campaign results
User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns
Every hour while Sage CRM is open, 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. If you close Sage CRM, data is refreshed only when you reopen Sage CRM. If you have a large number of campaign statistics, it could take a while to get the latest data.
1. Click MailChimp Campaigns on the Main menu.
2. Click a campaign hyperlink. Statistics about this campaign are displayed in the MailChimp
Campaign Results panel.
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.
For additional information, click Open Campaign to open the campaign in
MailChimp.
5. 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.
6. Whenever campaign statistics are updated, a communication record is created for each email recipient. 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 hyperlink to open a copy of the campaign email.
Statistic
Total Opened
Description
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.
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Chapter 19: MailChimp campaigns
Statistic
Total Clicked
Bounced
Unsubscribed
Emails Sent
Unique Opened
Unique Clicked
Last Opened
Description
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.
The number of emails that were not successfully sent and bounced.
The number of recipients who unsubscribed from your campaign.
The total number of emails that were sent.
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.
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.
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
Syncing error
Example UI message
Error message:
There was an error while retrieving data from MailChimp.
Solution
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.
User Guide 19-5
Chapter 19
Cause
Upload to
MailChimp list error
Upload to
MailChimp list error
Mailchimp name error
MailChimp segment name error
Example UI message
Notification:
MailChimp: '0' email(s) added to the list, '5' updated, '2' error(s).
Notification:
MailChimp: '0' email(s) added to the list, '5' updated, '2' error(s).
Error message:
There was an error performing the operation.
Notification:
The Segment
(Group) called:
<segmentname> already exists in MailChimp.
Solution
If a contact in the group doesn't have an email address, it won't be added to the MailChimp list.
Ensure each contact has a valid email address and then click
Send to MailChimp
.
Contacts weren't uploaded to the MailChimp list. 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, removed unsubscribed contacts from the group and then click
Send to
MailChimp
.
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
.
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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Chapter 19: MailChimp campaigns
Cause
Mailchimp
Campaign not sent
Example UI message
Error message:
Campaign:
<campaignname> cannot be sent by MailChimp.
Solution
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've too many subscribers, you can delete contacts from the MailChimp list
.
Alternatively, contact your
System Administrator to upgrade to a paid plan
.
User Guide 19-7
Chapter 20: Cases
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Assigning a case to a colleague
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Adding a solution to the solutions knowledge base
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Determining which cases you're working on
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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.
User Guide 20-1
Chapter 20
Solving a Problem: Scenario
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. Alternatively, click New | New Case.
4. Add as much information as you know at this stage to the
.
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.
20-2 Sage CRM
Case fields
Field
Company
Person
RefId
Found In
SLA
SLA Severity
Description
Area
Source
Customer Ref
Product
Fix In
Territory
Created By
Severity
Assigned To
Stage
Status
Chapter 20: Cases
Description
Company that the case is with.
Main contact person for the case.
Automatically generated reference Id for the case. Made up of [User Number] - [Automatic
Counter].
Which version of the product the problem was found in.
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.
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.
Short description of the problem.
Area of the product affected by the problem.
How the problem came to you. For example,
Phone, Email, Fax.
Customer's own reference identifier.
Which product the customer has a problem with.
Product version that a fix is due to be supplied in.
Security territory. For more information, see
Territory management (page 4-4)
Person the case is logged by.
Severity of the case. For example, Normal,
Low, High.
Person currently responsible for the case.
Stage of the case. For example, Logged,
Queued, Investigating.
Status of the case. For example, In Progress,
Closed.
User Guide 20-3
Chapter 20
Field
Problem Type
Problem Details
Description
Type of problem. For example, Customer knowledge, Missing component.
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
Team
Solution Type
Solution Details
Closed
Description
Team responsible for the case.
Type of solution. For example, Replace component, On-Site Engineer.
Detailed description of solution.
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.
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Chapter 20: Cases
SLA Status icon Description
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.
Assigning a case to a colleague
If your system has Case Workflow enabled, a number of actions are available under the Actions drop-down. The 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 Actions | Queue. 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 Quick Access toolbar. The Enter New Communication page is displayed.
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.
Progressing a case
The tech support specialist assigned to a case can access the case and the follow-up call. 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 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.
User Guide 20-5
Chapter 20
3. Click Actions | Investigating. 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.
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.
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The closed date should automatically be filled in.
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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 workflow functionality automates the progression of Cases to follow predefined business processes.
If your system doesn't have Case Workflow enabled, then the Actions drop-down is replaced by a
Progress button. This button allows you to manually change details of the opportunity via the
Progress Case page.
Changes are recorded in the Tracking tab.
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Chapter 20: Cases
Viewing the cases pipeline
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To view a graphical representation of In Progress cases assigned to you, click the 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.
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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 Profile> | Preferences and set Show Cases Pipeline to No.
Drilling down on the Case pipeline
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 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 filterbox on the right-hand side of the screen.
User Guide 20-7
Chapter 20
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.
2. From the Case Summary page, click Edit.
3. Click Delete, then Confirm Delete to delete the case. The case record is deleted from the system.
20-8 Sage CRM
Chapter 21: Solutions
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Creating a new solution from a case
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What is a solution?
User Requirements: Your System Administrator must give you 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.
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.
Finding solutions
1. Click Search | Solution.
2. Enter a keyword in Description or Details. For example, Excel.
3. Select Contains. A search is performed for all solutions containing this keyword. Add more search criteria to narrow the results of the search even further.
You can use the % wildcard to turn the search into a "contains" search.
4. Click Find. A list of all solutions meeting your search criteria is displayed.
5. Click the Solution you want to review. The Solution Summary page is displayed.
Viewing solutions
User Requirements: Your System Administrator must give you rights to access Solutions
There are several ways to view solutions.
User Guide 21-1
Chapter 21 l
Open a Case record and click the Solutions tab.
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Click Search | 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.
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Click <My Profile> | Preferences.
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Click Edit.
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Set Show Solutions In My CRM to Yes.
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Click Save. The Solutions tab is now available on the Main menu.
Adding a new solution
1. Click New | New Solution. The New Solution page is displayed.
2. Enter details in the
3. Click Save. The Summary page for the new solution is displayed.
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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 under Actions 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
Reference Id
Area
Description
Details
Team
Stage
Status
Assigned To
Description
Automatically generated reference Id for the solution. Made up of [User Number] -
[Automatic Counter].
Area of product or service affected.
Short description of the solution.
Longer description of the solution.
Team responsible for the solution.
Solution Stage. For example, Draft, Rejected,
Reviewed.
Solution Status. For example, Not Published,
Published.
Person responsible for the solution.
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Chapter 21: Solutions
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: l
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
1. Open the solution so that the Solution Summary page is displayed.
2. Click Actions | Approve. 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 Actions | Publish.
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.
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.
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Open the solution so that the Solution Summary page is displayed.
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Click Edit.
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Click Delete, then click Confirm Delete.
User Guide 21-3
Chapter 21
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.
21-4 Sage CRM
Chapter 22: Interactive dashboard
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Dashboards
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Accessing the interactive dashboard
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Creating a dashboard from a template
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Setting up an interactive company dashboard
What's 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 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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Interactive dashboard
1. Control bar
This lets you choose from the list of available dashboards, or create your own gadgets, dashboards and templates. You can also Turn Snap On/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. Status bar
Displays the name and category of the dashboard, and shows if you're working with a dashboard template. You must be an Info Manager or System Administrator to edit and save changes on a template.
3. Gadget
Gadgets feed information from multiple data sources, internal and external to 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 Dashboard tab.
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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.
The next time you access the Dashboard tab in a new user session, one of the following is displayed: l
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 Dashboard tab and click the dashboard drop-down arrow. A list of dashboards is displayed.
2. Select the dashboard you want to display.
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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
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Administrator to edit and save".
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If you still want to modify the dashboard,click Create a copy. You can modify the copy as much as you need.
Setting a default dashboard
1. Click the Dashboard tab on the Main menu.
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. Give the dashboard a name. You can also choose a new category.
5. Click OK. The new dashboard is displayed on your workspace with the updated name and can be modified to suit your needs.
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Management dashboards
User Requirement: System Administrator rights to view Management dashboards and make them available to other users
A ready-to-use Sales KPI for Managers dashboard is available for CEOs. It includes configurable gadgets that use Sage CRM data from across your organization.
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Sales KPI for Managers displays key performance indicators to help you identify and measure your organization's successful activities.
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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.
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Actual vs Target shows the opportunity revenue that’s been won as a percentage of forecasted sales.
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Pipeline shows information about all currently open opportunities grouped by stage.
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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.
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Won Deals Leaderboard displays the number of opportunities that each sales rep has won.
To include an opportunity in the Monthly Sales Trends, Actual vs target, and Won Deals
Leaderboard reports, the date in Closed on the opportunity record must be within the relevant time period. For more information, see
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.
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:
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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. Note: 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. Please refer to
Working with dashboard templates (page 22-24)
for more information.
Creating a new dashboard
1. Click Dashboard | New Dashboard | Create Dashboard. The Dashboard Details dialog box is displayed.
2. Set the type to Flexible or Fixed layout. Note: Once selected, and the dashboard is on your workspace, you cannot change 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.
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Flexible lets you design your dashboard layout. Gadgets can overlap, be arranged diagonally down your screen, and expanded width-ways.
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 is displayed.
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 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.
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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 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 Dashboard, but filters gadget content to match the company context. For an overview of the interactive dashboard, see
What's the interactive dashboard? (page 22-1)
Company dashboards are only available from the Dashboard tab of a Company record.
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Company Dashboard
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.
1. Make sure you're in the context of a company, and click the record's Dashboard tab.
2. If you use classic dashboards, switch to the interactive dashboard by clicking the interactive
dashboard ink if you need to.
3. Click New Dashboard | Create Dashboard and add the gadgets you want. For more information, see
Gadget quick reference (page 22-9) .
4. Set as your default dashboard by clicking Dashboard Options from the dashboard dropdown.
Changes to the Company dashboard don't affect the dashboards available from Dashboard on the
Main menu.
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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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 is displayed 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.
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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. The Gadget wizard is displayed.
3. Select the type of gadget you want to add. For more information, see
4. Complete the gadget wizard steps. The new gadget is displayed on your dashboard.
Gadget quick reference
Gadget
Calendar gadget (page 22-
10)
Description
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 (page 22-10)
Display a report chart, drill into the associated report search criteria, run the full report, and use built-in animation.
List gadget (page 22-11)
To add a new main menu item gadget: (page 22-12)
Notification gadget (page
22-13)
View, filter, and carry out actions on lists. Can be linked to other list and record summary gadgets for dynamic filtering.
Add multiple CRM or web site icons to a single gadget. CRM actions include main menu actions such as Find Quote and New Lead.
View and drill into notification alerts, dismiss or snooze individual or all notifications.
Record summary gadget
(page 22-13)
View a Sage CRM record’s summary page.
Must be linked to a list gadget to display data.
RSS feed gadget (page 22-
13)
SData list gadget (page 22-
14)
SData record summary gadget (page 22-15)
Displays an RSS feed. User name and password details can be preset for feeds requiring authentication.
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.
View an SData record’s summary page. Must be linked to an SData list gadget to display data.
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Gadget
Summary gadget (page 22-
16)
Task list gadget (page 22-
17)
Website Gadget (page 22-
17)
Description
Link to multiple lists from a single gadget. Lists can be displayed as icons, summary lists, or a pipeline graphic (for single lists).
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.
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.
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: l
Drill into an appointment by clicking the Action icon.
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Add a new quick appointment. Note: Quick appointments cannot be added on the Company dashboard tab.
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Scroll through your calendar.
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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.
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3. Click Next.
4. Select a Default Action. Go To List Or Report displays an Action icon in the gadget header when the gadget is on the dashboard. When you click the Action icon, the report's Display
Options and Search Criteria page is displayed.
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. Note: 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 interacting with charts, see
Running a report (page 11-1) .
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 New Gadget | Create Gadget | List. 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 Logical Search, 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 of columns that you can include on the gadget is displayed.
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.
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.
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LinkedIn Search. Carries out a search on the Person Last Name and/or the Company
Name from CRM in LinkedIn. 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.
Default Action Go To Summary Screen icon (left) and Workflow Anchor Column icon (right)
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: l
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:
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1. Click Main Menu Item from the Gadget Wizard.
2. Select URL from the left-hand drop-down field.
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For URL, type the web address (in the format http[s]://www.website.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: l
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. Please refer to
for more information.
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 (in the format http[s]://www.website.com).
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3. Select the Authentication check box to 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.
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.
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Sage CRM SData feed - to create a gadget based on data from CRM's internal SData feed.
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Pre-configured SData feed - to create 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.
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Custom SData feed - to create 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]://hostingserver/sdata/application/contract/resource kind/$schema l
Check <My Profile> | Administration | Manage My Account | External
Access for the URL and Schema format for your cloud system. Please also refer to the
Developer Help for more information on constructing custom SData feeds.
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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.
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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.
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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. 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.
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If the full field name from the feed is too long to display in field drop-down, an ellipses
(...) is displayed in the middle of the field. Hovering over the field name shows the full name.
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A maximum of five filter rules can be added to a gadget. All filters are logical Ands. 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.
11. Click Finish.
Once the SData List gadget is on your dashboard you can: l
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.
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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.
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Link it 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:
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1. Click SData Record Summary from the Gadget Wizard.
2. Select from Sage CRM SData feed, Pre-configured SData feed, or Custom SData feed.
These are described in
SData list gadget (page 22-14)
.
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.
Please refer to
for more information.
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, you can choose from
Icons View or List View. For a single data source you can also choose 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.
Drill Down Action icon on gadget header
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
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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 Dashboard tab on the Main menu.
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: l
Drill into a task by clicking the Communication Action icon.
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Add a new quick task. Note: 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.
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Link to other task list, list, or record summary gadgets. Please refer to
for more information.
Website Gadget
To add a new website gadget:
1. Click Web Site from the Gadget Wizard.
2. Type or paste the Web Address (in the format http[s]://www.website.com), or select a
Content Block, which has been predefined 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.
3. Click Next.
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4. Add a Name and Description for the gadget.
5. Click Finish.
Editing gadget content
To edit a gadget which is already on a dashboard:
1. Click the pencil 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.
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. Note: Record Summary gadgets can only "receive data from" other gadgets. For this example, choose 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).
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.
Notes on SData gadget linking
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An advanced (System Administrator) level of understanding of the SData feed source (i.e.
CRM or ERP system) is required to set up some links between SData gadgets. For example,
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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.
Please refer to the SData example in the section below for more information.
Multiple Gadget Linking Examples
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.
The following examples show how this can be set up in practice.
Example 1: Sending data from a Company List gadget to Case List, Opportunity List, and
Company Record Summary gadgets
Links can be set up from a company gadget to a case list gadget, an opportunity list gadget, and a company record summary gadget.
Gadget linking dialog
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.
User Guide 22-19
Chapter 22
Gadget linking between one sender (My Companies list) and multiple receivers (My Opportunities list, My Cases list, and
Company Summary gadget)
In the example described above, 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.
Example 2: Sending 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).
Gadget linking dialog
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.
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Chapter 22: Interactive dashboard
Gadget linking between one receiver (Opportunity Summary gadget) and multiple senders (My Opportunities list, Team
Opportunities list gadget)
In the example described above, 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.
Example 3: Linking SData List and SData Record Summary gadgets
Links can be set up from an SData List gadget (Quotes List - using quot_orderquotid), to another
SData List gadget (Quote Items - using quit_orderquoteid) , and from 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) .
Gadget linking dialog on SData Quotes List
Link Information dialog on SData
Quotes List to SData Quote Items List
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.
User Guide 22-21
Chapter 22
Gadget linking between SData Lists and SData Record Summary gadgets (Quotes and Quote Items)
In the example described above, Sage CRM SData feeds are used. Links using feeds from SDatacompliant 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.
Modifying gadgets
Gadgets can be modified by: l
Using the icons on the Gadget Header.
l
Changing the column layout directly from the gadget (for list gadgets).
l
Changing the gadget in the gadget library (Info Managers and System Administrators only).
Please see
Modifying a gadget template (page 22-27)
for more information.
Gadget Header Icons
The gadget header displays a number of icons.
Gadget header icons
Left to right, these are:
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, Logical
Search, 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
22-22 Sage CRM
Chapter 22: Interactive dashboard dynamic scrolling. SData gadgets can be linked to each other. Please refer to
for more information.
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.
Minimize. Displays the gadget header.
Maximize. Opens the gadget to size of the dashboard workspace.
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.
SData gadget header icons
Changing the Gadget Column Layout
To change the column layout on a List, Task List, or SData List gadget you can use any of the following options: l
Drag and drop the columns to the desired layout.
l
Switch the sort order between ascending and descending, by clicking the current sort order column heading.
l
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.
l
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, logical searches, and saved searches in the normal way in 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 adding these types of data sources, please refer to:
Creating a saved search (page 3-8)
User Guide 22-23
Chapter 22
Adding an SData feed template (page 22-28)
When working with data sources for the interactive dashboard please note: l
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.
l
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.
l
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.
l
For group data sources to be displayed in the dashboard the group type must be set to
Dynamic Group.
l
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.
l
Private group data sources are not available when setting up template gadgets.
Templates
l
Working with dashboard templates
l
l
Assigning users to a dashboard template
l
Modifying a dashboard template
l
l
l
l
l
l
Working with dashboard templates
User Requirement: 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:
22-24 Sage CRM
Chapter 22: Interactive dashboard
Field or Button
Filter by
Template
User
New
Modify Details
Clone
Delete
Modify Gadgets
Assigned Users
Description
Searches template or user dashboards and categories using a "Begins with" search.
Displays a list of all template dashboards.
Displays a list of all user dashboards.
Adds a new dashboard template.
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.
Copies a template or user dashboard as a template.
Deletes a template or user dashboard.
Adds, removes, modifies gadgets on a template or user dashboard.
Assigns users and teams to a template. The
Assigned Users tab is active when you select a dashboard template.
Adding a dashboard template
User Requirement: Information Manager rights
1. Click the Dashboard tab on the Main menu.
2. Click Template | Dashboard Templates | New.
3. Set the type to Flexible or Fixed layout. This defaults to Flexible. 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
User Requirement: Information Manager rights
User Guide 22-25
Chapter 22
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
User Requirement: Information Manager rights
1. Click the Dashboard tab on the Main menu.
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
User Requirement: 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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Chapter 22: Interactive dashboard
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
User Requirement: Information Manager rights
1. Click the Dashboard tab on the Main menu.
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 CRM.
Adding a template gadget
User Requirement: Information Manager rights
1. Click the Dashboard tab on the Main menu.
2. Click Template | Gadget Templates | New.
3. Select the type of gadget you want to add. For more information, see
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
User Requirement: Information Manager rights
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.
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Chapter 22
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
User Requirement: Information Manager rights
1. Click the Dashboard tab on the Main menu.
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
User Requirement: Information Manager rights
1. Click the Dashboard tab on the Main menu.
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]://hostingserver/sdata/application/contract/resource kind/$schemaCheck <My
Profile> | Administration | Manage My Account | External Access for the URL and
Schema format for your cloud system. For more information on constructing custom SData feeds, see the
Developer Help
.
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.
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Chapter 23: 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?
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: l
A snapshot of companies you most often work with.
l
A list of high priority cases assigned to you.
l
Outstanding appointments.
l
A list of recently viewed leads.
l
A pie chart of opportunities by territory.
You can define: l
What information you want on your page based on a predefined list of content.
l
A preference for displaying the Dashboard tab as the first page you see after logging on.
l
More than one dashboard in CRM.
l
Your default dashboard.
Setting up a new classic dashboard
The classic dashboard is a legacy feature that's available for upgrade customers only.
User Guide 23-1
Chapter 23
1. Click Dashboard.
l
If the System Administrator has not set up a standard dashboard, the Dashboard
Details page is displayed.
l
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.
l
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.
l
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.
l
Click Add next to the item in the Available Content list to add it to the Selected Content panel.
l
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.
l
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.
5. Select and add the content to the Selected Content panel.
l
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.
l
You can also remove a selected content item by clicking the Remove button next to the item in the Available Content panel.
l
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.
l
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
23-2 Sage CRM
Chapter 23: Classic dashboard panel. If only wide content is selected, it is displayed spanning the whole width of the
Dashboard page.
l
The double arrows moves a content item to the top or bottom of the list of Selected
Content.
l
Click Clear to clear all the selected content in the Narrow or Wide content list.
6. Click Save. The new dashboard is displayed.
l
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.
Dashboard toolbar l
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 CRM by selecting Dashboard from the Log Me Into field on <My Profile> | Preferences.
Changing content directly from the classic dashboard page
The classic dashboard is a legacy feature that's available for upgrade customers only.
l
You can minimize, restore, or remove dashboard content by clicking the icons in the top righthand corner of the content panel.
l
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. Note: 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.
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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.
l
When a Calendar or Tasks list is longer than 10 records, or longer than the Grid size set in <My
Profile> | Preferences, then a View Calendar option is available. Click it to access the
Calendar tab.
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Chapter 23
Editing classic dashboard details
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: l
To return to the Dashboard page, click Save.
l
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.
Note: 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.
l
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
The classic dashboard is a legacy feature that's available for upgrade customers only.
1. Click 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
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:
1. Set up a saved search. For example, all companies in the city of New York.
2. Click Dashboard, and click Modify Dashboard. The Dashboard Content page is displayed.
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Chapter 23: Classic dashboard
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
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 Dashboard, and click Modify Dashboard.
3. The Dashboard Content page is displayed.
4. Click the Other category from the Filter By drop-down list.
5. Click Add next to the Favorite Reports content item.
6. Click Save. The dashboard page is displayed. The Favorite Reports content panel is displayed on the dashboard with all of your favorite reports.
7. Click the report you want to run. The report Display Options are displayed in a new window.
8. 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
The classic dashboard is a legacy feature that's available for upgrade customers only.
User Requirement: Info Manager Administration 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.
1. Edit an existing report, and navigate to the Chart Options panel on the Report Options, Step 2 of 2 page.
User Guide 23-5
Chapter 23
2. Check the Available On Classic/Interactive Dashboard checkbox on the Chart Options panel, and complete the other Chart Options fields. Note: This checkbox isn't available on the
Chart Options panel of Historical reports.
3. Click Save.
4. Click 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 interacting with charts, see
.
Setting up a classic company dashboard
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.
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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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Chapter 23: Classic dashboard
Modifying the content of the classic company dashboard
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.
User Guide 23-7
Chapter 24: Preferences
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Changing preferences
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.
You can
and
on your User Preferences page.
The Install CRM Outlook Integration button is displayed on the Preferences page. For more information, see
Downloading the Outlook plug-in for Classic Outlook integration
Preference fields
The table below describes the standard user preference fields.
Field
Profile Image
Log Me In To
Empty Recent List For Each
Session
Show Solutions In My CRM
Description
Add or edit your profile picture.
Set the first page you want to see when you log on. For example, Dashboard, Calendar, or
Opportunity list.
Select
Yes
to empty the Recent list each time you log off. The Recent list provides quick access to the most recent records you've visited in Sage CRM.
Display the
Solutions
tab in the Main menu.
The System Administrator must give you rights to view Solutions.
User Guide 24-1
Chapter 24
Field
Show Outbound Calls In My
CRM
Currency
Show Leads Funnel
Show Opportunities Funnel
Show Cases Pipeline
Grid Size
Email Screen Position
Report Print Preview
Default Page size
Report Print Preview
Default Orientation
On-screen Coaching
Description
Display the
Outbound Calls Lists
tab in the
Main menu.
Set the currency you want to work with. This is implementation dependent.
Display or hide the leads funnel on the
Leads
tab within My CRM and Team CRM. This option is set to Yes by default.
Display or hide the opportunities funnel on the
Opportunities
tab within My CRM and Team
CRM. This option is set to Yes by default.
Display or hide the cases pipeline on the
Cases
tab within My CRM and Team CRM.
This option is set to Yes by default.
Set the default maximum length of lists and grids on a page.
Display the New Email screen in Normal or
Popup view. If you're working with Sage CRM in Outlook, the New Email screen is always displayed in a popup window.
Set the default page size used on the Report
Display Options page for reports in PDF format.
Set the default orientation (portrait or landscape) used on the Report Display
Options page for producing a report in PDF format.
Set how on-screen coaching is displayed.
On
. Turn coaching on for all screens for which coaching is available.
Off
. Turn all coaching off.
Minimized
Coaching is minimized until you click
Maximize On-screen Coaching
.
Customized
. Allow users to minimize onscreen coaching on some screens, and leave it maximized on others.
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Chapter 24: Preferences
Field
Single-Column Calendar
Number of Calendar
Columns
CSV File Export Delimiter
Default Screen For
Company
Default Email Template
Default Email Address
Calendar View
Calendar Start Time
Description
Set to
Yes
, the calendar uses a single-column format.
Set to
No
, the daily view can be displayed in an Outlook-style view with equal spacing between vertical time slots. If you've multiple appointments at the same time, they are placed in columns next to each other .
The maximum number of columns in the calendar when
Single-Column Calendar
is set to
No
. When this number is exceeded, additional rows are created. For example, if
Number of Calendar Columns
is set to
4
and seven events are created, four events are displayed in the first row and three events are displayed in the second row.
Set the CSV delimiter as comma, semi-colon, or tab for files you export to CSV.
When you click
Export To File
, for example on a list of Company records, the CSV file uses the delimiter you have set.
This setting also impacts data uploads from
CSV files. The delimiter in the import file must match the delimiter set here.
Set the first tab you want to see when you open a Company record. Choose the
Summary tab or the Interactive Dashboard tab.
Set a default email template. This is used automatically when you create a new email in
Sage CRM.
Set the default
From
email address used on the New Email screen. This works only if you're allowed to send emails from other accounts.
Set the default Calendar view. For example,
Day, Month, Week, Year.
Set the start time of the Calendar view on communications. This also adjusts the shaded area in the meeting planner.
User Guide 24-3
Chapter 24
Field
Calendar End Time
My Week Starts On
Date Format
Use AM/PM
Time Zone
Decimal Point
Decimal Places
Thousand Separator
Default Targets For High
Priority Reminder
Messages
Description
Set the end time of the calendar view on communications. This also adjusts the shaded area in the meeting planner.
Set the first day of the weekly calendar view.
Date format preference. For example, select mm/dd/yyyy to see the date in
Month/Day/Year format.
Select
Yes
to use AM/PM time format, or select No to use 24hr format.
The zone you select must match your computer settings.
Each user's timezone must be set. This is especially important if you want to synchronize with Microsoft Outlook.
There are 75 timezones to choose from. The one you select defines what daylight settings are used.
All times are relative to the logged on user. For example, a meeting made at 09:00 GMT by one user appears at 10:00 to users in +1:00
GMT.
The System Administrator sets the server timezone.
Set the decimal point. For example, period [.] or comma [,].
The preferred number of decimal places to be displayed. For example, 2.
Note
: The maximum number of decimal places is 6.
Set the thousand separator. For example, period [.] or comma [,].
Set the way a reminder is sent out for a high priority Communication. You must select
Send Reminder Message
first. For more information, see
Appointments and tasks
(page 5-1)
24-4 Sage CRM
Chapter 24: Preferences
Field
Default Targets For Normal
Priority Reminder
Messages
Default Targets For Low
Priority Reminder
Messages
Description
Set the way a reminder is sent out for a normal priority Communication. You must select
Send Reminder Message
first. For more information, see
Appointments and tasks
(page 5-1)
Set the way a reminder is sent out for a low priority Communication. You must select
Send Reminder Message
first. For more information, see
Appointments and tasks
(page 5-1)
Editing your profile picture
1. Click <My Profile> | Preferences.
2. Click Profile Image.
3. Click Chose File to upload your new profile picture to Sage CRM.
4. Crop your picture.
5. Click Save.
Changing preferences
1. Click <My Profile> | Preferences.The Preferences page is displayed.
2. Click Edit.
3. Make your changes to the
4. Click Save.
To return preferences to the default settings, click Set To System Defaults.
User Guide 24-5
Chapter 25: Custom Modules
l
l
l
What are custom modules?
A custom module in Sage CRM is a customized set of business data and features. Anyone with rights to the Administration area can add a new module using Sage CRM Builder.
Custom modules help you capture and work with information which goes beyond the usual sales, marketing, and customer service features in Sage CRM. For example, you could work with: l
An Events module to help you run promotional events and road shows.
l
A Training module to help you organize customer training.
l
A Recruitment module to track candidates and new hires to support the growth of your business.
The main screens and fields in custom modules have some great features such as inline editing and photo links. They're embedded in the heart of your Sage CRM system, so you can link and jump from them to all your existing Sage CRM data.
Navigating custom modules
Custom modules are designed to work with Sage CRM standard entities such as Companies and
People. The basics of finding, adding, and working with custom modules follow existing Sage CRM patterns. For example, to find a new custom module record, click Search | <Entity> and to add a new custom module record, click New | New <Entity>.
However, there are some differences between custom module records and other records.
l
Creating a custom module record
l
Editing a custom module record
l
Working with related entity tables
l
Viewing activity on a custom module record
User Guide 25-1
Chapter 25
Creating a custom module record
A custom entity record follows a two-column layout, although some fields stretch the full width of the page.
l
A coaching panel at the top of the page contains help text, if your administrator has added it.
To view the panel, click the question mark at the top of the record.
l
To view field-level tool tips, click the question mark beside a field. Your administrator must add tool tips.
l
To add content to a field, type over the placeholder text.
Some standard field types work slightly differently for custom modules than for other parts of Sage
CRM. There are also several field types that are unique to custom modules.
Custom module fields
Field Type
Multiline Text
Description
Enter multiple lines of free text. You can use the text editor to add formatting such as bullets, bold and italic effects, or you can paste formatted HTML directly into the field.
When the text is displayed in an embedded list, the first 43 characters of the multiline text field are displayed.
25-2 Sage CRM
Chapter 25: Custom Modules
Field Type
Radio Buttons
Photo
Multi Select (Lookup)
Cascading (Lookup)
Products (Lookup)
User Groups (Lookup)
Reference Generator
Address
Description
Choose from a number of radio buttons.For
example, the label for the radio buttons could be
Max Number of Places and the options could be
5, 10, 15, 20.
Enter the website address of an image to be included in the record. For example, a link to a photograph of a keynote speaker.
Choose several items from a list of predefined selections.
Choose from a multi-layered list. Your choice in the first list determines the options in the second list. Your choice in the second list determines the options in the third list. For example, there might be three levels to find a city: Continent -
Country - City.
Choose from a list of products.
Choose from a list of all groups to which you have access.
The read-only unique identifier for the record.
Create a new custom address record or update an existing record. When you enter or edit address information on this panel, it's updated everywhere the custom address record is used.
So, if another custom module is related to this custom address, the new address information is also displayed on that custom entity's summary screen. You must enter at least one custom address.
Country
includes a full list of countries worldwide. However,
State/Region
is populated for Australia, Brazil, Canada, China,
India, Ireland, Mexico, and US only. If you select any other country,
State/Region
is set to
None
and can't be edited.
User Guide 25-3
Chapter 25
Editing a custom module record
Some features become available only when you've created a record and are returning to edit it.
l
To show or hide blank fields, click the settings icon at the top of the record.
l
To make a copy of the record, click Clone. Cloning can save you time when you're creating a record that's similar to the original. You can simply make changes to the cloned record rather than creating it from scratch.
l
To add the record to an existing list of filtered records, click Add to Group. For more information, see
l
If Workflow is enabled for your custom module, you can have additional Actions available to help you progress your records.
l
To add extra information about the record, create a new entry in the related entity tables.
These are embedded lists of links to other records. For example, a list of people related to the custom module, or notes about the record. For more information, see
Working with related entity tables
.
l
Click tabs to add and manage related communications, documents, and notes, and to track workflows. You can also view activity on records. For more information, see
Viewing activity on a custom module
l
Type directly into a field to edit the value.
Working with related entity tables
When you create a record for a custom module, you must first enter basic information about the record. Once you save the record, you can add information about any related entities. Related entity tables and field groups are displayed on the record summary screen; you can add new information and sort existing information.
For example, for a Training Course module, the Attendees related table is displayed on the Training
Course summary screen and you can add new people to the table. If you've many records listed in a table, you can organize them to suit your business needs.
25-4 Sage CRM
Chapter 25: Custom Modules
Related entity table for People/ attendees l
To add a new record to the table, click Add New.
l
To create a new item, click Add new item. Complete the fields and click Save. For example, if you add a new Person to a Training Course record, the Person is included as an attendee.
l
To add existing records to the custom module summary screen, click Link to item.
Select from the list of available records and click Save.
l
To add a group of records to the table, click Add Group. Select from the list of available groups and click Save.
l
If Workflow is enabled, additional options may be available. For example, a related
Case table has New Case and New Enhancement workflow buttons.
l
To edit a record in the table, click the edit icon beside the record. Update the record fields and click Save.
l
To unlink a record in the table from the custom entity record, click the unlink icon. If the related record isn't linked to any other record, it's deleted from the Sage CRM database.
l
To change the number of table rows displayed per page, click Show rows and select either 5,
10, 15, 20 or 25.
l
To arrange how columns are displayed, drag a column header to another location in the table. l
To add or hide columns, click the arrow beside the column header and click Columns.
Uncheck the columns you want to hide.
l
To change the order in which records are displayed, click the column header. Alternatively, click the arrow beside the column header and select Sort Ascending or Sort Descending.
l
To filter records, click the arrow beside the column header and click Filter. Select the filter criteria and values and click Filter.
User Guide 25-5
Chapter 25
Viewing activity on a custom module record
The Activity Tracking tab displays field updates and inserts for each custom module record.
Manual updates, workflow updates, and data load updates are tracked. Whenever a field value is changed, both the old and new values are displayed.
To sort activity information, click Recent First or Oldest First.
Your administrator must enable activity tracking for a custom module. If it's not enabled, the following message is displayed on the Activity Tracking tab.
Activity Tracking is currently disabled. If you'd like to view activity on records, please ask your system administrator to enable Activity Tracking
Working with custom modules
You can create reports and groups based on custom modules. There are some extra steps that you must complete in addition to the usual steps for standard Sage CRM modules.
l
Creating reports based on custom modules
l
Creating groups based on custom modules
Creating reports based on custom modules
You can create reports based on different source views depending on how a custom module is linked to other entities in Sage CRM. For example, let's say you have a Training Course module that's related to Person. A course has several attendees and each person can attend several courses. You could run a report to see the people who've attended a course or to see the courses that a person has attended.
You can't add different fields types with the same name to a custom module report.
Suppose you create a custom entity with default relationships and features. You add a multiline text field called Test and standard lookup field called Test. You drag and drop the new fields onto the custom entity summary screen. When you create a new report based on this custom entity and try to include both Test columns in the report, an error message states You cannot have the same field twice.
1. Click Reports on the Main menu.
2. Click the custom entity report category.
3. Click New.
4. Select a source view. This may change depending on how your module is linked to other entities in Sage CRM. For example, if a Course module has Many to Many relationship with
People, which means courses can be attended by several people, and a person can attend to several courses:
25-6 Sage CRM
Chapter 25: Custom Modules l
For information about the people who have attended a course, select the source view
Related: Course - People.
l
For information about the courses a person has attended, select the source view
Related: People - Course.
5. Select the report type. For more information, see
6. Select the columns (fields) to include in the report and click Continue.
7. Complete the report fields. For more information, see
Creating groups based on custom modules
You can create groups containing records from custom entities that have a M-M or 1-M relationship.
For example, if many courses have many workshops, you can create a group containing records from the Courses and Workshops entities to view information about all courses and workshops taking place in a particular month.
1. Click Groups on the Main menu.
2. Click New Group and select the custom entity from Entity.
3. Select a view from Source View. The new group is based on this view. For example, to create a group containing a list of courses and their related workshops, select Related: Course -
Workshop .
4. Complete the group fields. For more information, see
User Guide 25-7
Chapter 25
Glossary
A
Action button
Action buttons let you add and change information, and perform tasks within the system. Action buttons available to you change depending on where you are. Examples of action buttons are: Change, Delete, Confirm
Delete, New Task, New Appointment. Workflow action buttons are displayed under the Actions drop-down.
Activity Tracking
The Activity Tracking tab displays field updates and inserts for each custom module record. Manual updates, workflow updates, and data load updates are tracked. Whenever a field value is changed, both the old and new values are displayed.
Apply Filter
A filter restrict lists by a predefined set of criteria. For example, the
Calendar list filters out all your pending communications by default. You can narrow the list further by filtering all pending meetings.
C
Campaign
A campaign is a planned rollout of marketing activities in phases, or waves. Each phase can consist of several actions or wave activities. Each action can consist 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.
Communication
Communication refers to a task or meeting. Specific types of communication are determined as action types. For example, Letter In,
Letter Out, Phone In, Phone Out, Demo.
25-8 Sage CRM
Glossary
Company Team
A Company Team is a group of users linked to a company for the purpose of tracking account management responsibilities.
Custom Address
The Custom Address entity is a group of address fields and address types.
The predefined address types are Business, Home, and Other. A System
Administrator can relate a custom entity to Custom Address using a M-M relationship. When the System Administrator drags the Custom Address summary panel onto the new custom entity summary screen, users can create a record for Custom Address and the new custom entity from one screen and save both records at the same time.
Custom module
A custom module in Sage CRM is a customized set of business data and features. Anyone with rights to the Administration area in Sage CRM can add a new module using Sage CRM Builder. Custom modules help you capture and work with information which goes beyond the usual sales, marketing and customer service features in Sage CRM.
Custom Note
The Custom Note entity allows users to attach general text information to a custom module record. A custom module can have many custom notes.
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 shortcut for linking documents, emails and other types of files from another application to customer data in
Sage 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.
User Guide 25-9
Chapter 25
G
Groups
Groups allow users to create collections of records within Sage CRM.
Groups can be static or dynamic.
L
Lead
A lead represents unqualified information received from your corporate website, trade shows, and purchased mailing lists.
Line item
A product that your customer is interested in buying. Line items are linked to the opportunity and selected through the Quotes or Orders tab.
Logical search
Use Logical Search to perform complex database searches based on the main Sage CRM entities. You can create enhanced searches based on a
WHERE clause, and extend the selection criteria using AND and OR clauses. You can search on Case, Communication, Company, Custom
Entity, Custom Note, Lead, Opportunity, Order, Person, Quote, and
Solution.
M
Main menu
The Main 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 Main menu icon at the top-left handside of the screen.
My CRM mode
From <My Profile>, you can switch from the My CRM mode to the Team
CRM mode. This allows you switch between CRM information that's assigned to you only, and information that's assigned to your whole team.
25-10 Sage CRM
Glossary
N
Notification
Notification is implementation dependent. When Notification is switched on, users get reminders for upcoming or overdue tasks. They are set in the
Communications Details page and can appear onscreen, or as email or
SMS messages. They can also be integrated into the workflow functionality.
O
Opportunity
An opportunity refers to a sales opportunity. Opportunities track sales interest from the initial qualified lead through to closing the deal.
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
Progress is available in the context of leads, opportunities, solutions, and cases when workflow functionality isn't in use. This allows you to change the stage, status and other data relating to the lead, opportunity, solution, or case. It also lets you add a tracking note for your change.
Q
Quick Look
The Quick Look tab displays the most recent communications, opportunities and cases associated with a company or person.
User Guide 25-11
Chapter 25
R
Recent list
The Recent list is located on the Quick Access bar. Click the icon to select and return to the companies, people, opportunities, leads, solutions, cases, or custom module records you were most recently dealing with.
Record descriptor
A record descriptor allows a System Administrator to specify what fields are used to identify a record when it's displayed in recent lists, favorites, page titles, related entity tables, and activity tracking information. The default descriptor is Name.
Reference generator
Creates a read-only field that displays the unique identifier for a custom entity record in the format <user number> - <record number>. A System
Administrator can name the field and add a prefix to the automatically generated ID to help users categorize the entity records. To add a prefix, enter a maximum of three alpha-numeric characters in Static Text.
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.
S
Shared Documents
The Shared Documents tab lists all the shared documents and templates you have access to. It's available from the Tabs menu.
SLA
A Service Level Agreement (SLA) 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
Notify users by SMS about upcoming meetings, or use SMS with workflow to notify users of new leads, overdue cases, or closed opportunities.
25-12 Sage CRM
Glossary
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 through a self service website. Solutions are a separate entity from cases, but can be linked to multiple cases. A case can be linked to multiple solutions.
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 selected, the Quick Look tab displays the most recent interactions your company has had with Ms Chapman.
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.
W
Wave
A wave is a phase of a marketing campaign. Each wave can consist of several actions or wave activities. Each action can consist 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 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 consist of individual communications between your company and its target audience. For example, a campaign aims to generate leads in a specific geography. The campaign consists of three different waves: 1) Raise Awareness; 2) Product Launch at Tradeshow; 3)
User Guide 25-13
Chapter 25
Qualify Interest. The first wave is made up of two wave activities: "Flyer
Mailing" and "Newsletter Mailing". The second wave is made up of two wave activities: "Invitation with Response Card" and "Response Card
Follow-up", and so on.
Wild Card
The % wild card helps you complete unspecific searches. The %
(percentage) symbol, means "contains". For example, typing "%software" in Company Name on the company Find page returns a list of all companies that contain the word "software" in the company name.
Workflow
Workflow automates your company's business processes using a predefined set of rules and actions.
25-14 Sage CRM
Index
A
Accessing
Actions
Activities
Activity
Activity tracking
Add Contact
Add Contacts
Add This Record To A Group button 13-13
Adding
Classic Outlook contacts to CRM 7-4
data sources to dashboard 22-23
document to the Documents tab 9-10
gadget template to dashboard 22-8
multiple records to a group 17-6
primary entity records to a group 17-6
Address
Address Links
Addresses
Advanced Find
All day events (Classic Outlook) 7-9
Anit-spam
User Guide Index – i
Index
Appointment
synchronizing (Classic Outlook) 7-6
Assigning
users to dashboard template 22-25
Attachments
B
Best Case forecast scenario 14-4
Button
Add This Record To A Group 13-13
C
Calendar
Callback
Campaign
Case
progressing 20-5, 20-6 solving 20-6
Cases
Changing
interactive dashboard details 22-6
Index -ii Sage CRM
Chart
Classic dashboard
Classic Dashboard
Classic Outlook
attaching shared documents 7-11
CRM toolbar 7-2 installing integration 7-1, 7-2
recurring appointments and tasks 7-9
Index
Classic Outlook Integration
reinstalling the plug-in 7-13 uninstalling the plug-in 7-13
Cloning
Coaching
Communication
Communications
Company
User Guide Index – iii
Index
Company Team
Configuring
Conflicts in Classic Outlook 7-9
Convert to Opportunity button 15-6
Convert to Opportunity Button 15-6
Converting an e-mail to a lead, opportunity or
Converting a lead to an opportunity 15-5
Copying
creating
Creating
a classic company dashboard 23-6
a new interactive dashboard 22-6
Index -iv Sage CRM
new campaign 18-2 new wave 18-2 new wave activities 18-2
outbound call list 18-9, 18-11
outbound call wave activity 18-9
Cross Tabular
reports 25-6 reports and groups 25-6
D
dashboard
Dashboard
charts 23-5 report charts 23-5
Data sources
Default
Default classic dashboard 23-2
Deleting
Document
Documents
Documents Tab
adding a document to 9-13 drop a document into 9-13
Drag and Drop
E
converting to lead, opportunity or
screen position 6-1 sending 6-1, 6-1 setting a default template 6-1
Editing
Index
User Guide Index – v
Index
Export To File
Exporting
F
Fields
person e-mail 4-4 person phone details 4-4
File And View E-mail button 7-12
Filing
Index -vi Sage CRM
Forecast
Forecast History
best case 14-4 commit 14-4 likely 14-4
Forecasts
G
Gadget
header icons 22-22 layout 22-22
task list 22-17 web site 22-17
Gadget template
Group
adding information to tab 17-12
how information is stored 17-10
Groups
Index
adding primary entity records 17-6
H
Historical report 10-23, 11-1, 11-4
I
Icon
Icons
Image
Installing
Classic Outlook integration 7-1, 7-2
Interactive dashboard
adding SData feed template 22-28
adding template 22-25 assigning users 22-25
User Guide Index – vii
Index
K
Key attribute data
Key attribute profiles
Key Attributes
Keys
L
Lead
converting to opportunity 15-5
creating a new 15-4 icons 15-4
pipeline 15-7 progressing 15-7
Index -viii Sage CRM
Leads
Library
adding gadget to 22-27 modifying gadgets 22-27
Library gadget
Link Status
Linking
List
Lite Outlook
Lite Outlook plug-in
Lite Outlook Plug-in
M
MailChimp
MailChimp campaign
Main menu
Marketing
Mass e-mail 17-15 configuration 17-15 group 17-15
Mass Update
Meeting
inviting others 5-13 planning 5-13
Merge to PDF
Index
Merge to Word
Merging
Modules
My CRM
N
New Task
Note
Notes
Notification
Numeric Field
User Guide Index – ix
Index
O
Opportunities
Opportunity
Order
Orders
Outbound call
Outbound call list
creating 18-9, 18-11 refreshing 18-11
Outbound Call Lists
Index -x Sage CRM
Outbound Calls
Outlook
P
Password
People
Person
adding to a company 4-6 changing the details 4-6
Personal
Phone/E-mail
Pipeline
Plug-in
Preferences
Printing
Product
Profile
Progressing
Promoting
Publishing
Q
Qualifying
Index
Quick Look
Quotation
Quote
Quotes
R
Reassigning
communication to a colleague 5-10
Recent
Record summary
Recurring appointment 5-15 changing 5-15
User Guide Index – xi
Index
Recurring communication
Refreshing
Refreshing outbound call list 18-11
Reinstalling
Outlook plug-in for Classic Outlook
Relationships
Replying
Report category
Reports
Index -xii Sage CRM
cross tabular 10-22, 11-1, 11-3
marketing 11-1 outbound calls 11-1 running 11-1 sales 11-1
Response Codes
RSS Feed
Running
Sales
Sales Forecasting
S
Saved Search
creating a new 3-8 deleting 3-8 updating 3-8 using an existing 3-7, 3-7, 3-8
Saving
Schedule Telesales button 18-6
Scheduling
SData
SData Record summary
Search Criteria
Search Select Advanced fields 2-11
Searching
Index
keyword search 3-3 numeric field 3-3 wild card 3-3
Selecting
Send E-mail
Sending
Setting
default interactive dashboard 22-4
Shared Documents
Skipped items (Classic Outlook) 7-10
User Guide Index – xiii
Index
Solution
creating from within a case 21-3
Solutions
Solving
Status
Summary
Synchronizing
Tab
Appts and Tasks (Classic Outlook) 7-6
T
adding group information 17-12
Index -xiv Sage CRM
Target list
Index
Task
synchronizing (Classic Outlook) 7-6
Task list
Team
Team forecast
Template
Template dashboard
Templates
Territories
troubleshooting
U
Uninstalling
Outlook plug-in for Classic Outlook
User
V
Viewing
W
Web site
User Guide Index – xv
CRM Document Version Code: CLO-USE-ENG-161-
2.0
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