From the organisation point of view, user administration means administration of privileges. Essentially, the use of privileges depends on the number of users and the company structure. Few users in small enterprises have few requirements for privilege administration. With an increasing number of users the complexity of the relations between the users increases and usually develops the need to assign and administer privileges.

The CRM system offers a privilege system that is based on the following simple looking rules:

In the CRM system, privilege assignment primarily means the withdrawal of privileges. In the practical work with the CRM this is most helpful and necessary as the following examples illustrate:

Therefore, it is necessary that the user privilege assignment is truly based on business requirements as described in the following examples:

Considering the current CRM capabilities of managing user privileges you should configure your system in the following order:

	Important
	Never use a user login with administrator privileges for your daily work with CRM system.

Single users do not need any privilege management. They have and need all privileges to access and to change all data stored in the CRM. Nevertheless it is helpful to know the basics of privilege assignment. This might be needed if additional users will be needed in the future.

A small number of users, who use the CRM system together, should be familiar with the simple solutions offered by the privilege assignment. This includes particular:

In a small organization there is usually no pronounced hierarchy between co-workers. A complex privilege administration does not have to be developed. However, if it should be necessary to granulate the privileges more finely, you should begin with the use of different profiles. Each individual user may get its own profile with certain privileges.

To provide a larger number of users within an organization with different user privileges, a clear structure of the privilege assignment is necessary. It is sensible to connect user privileges with the position or tasks of each individual user or user groups. The current CRM version supports a fine grained privilege management.

In the following sections, the management of users is explained in the order of the menu. Keep in mind that a complete user setup includes several steps in a certain order as explained in the previous sections.

Users Configuration

To create or to manage users, click the Users menu to open the users list as shown in figure: User List View.

Figure 4.9. User List View

This user list includes the user name, the role, the email address and other details for each individual active or inactive user. You may edit or delete users at this view. If you want to delete a user click the [Trash Icon] at the users row. This function deletes a user but not the users data. You will be asked who you want to assign as the new owner of the data. You cannot delete the admin user.

Click the users name (User ID) to open the detail view of a particular user as displayed at figure: User Detail View. This view includes user master data related to the login and to the users role and other user information. User information are not visible to other users. User privileges are not shown. These privileges are defined by the user profiles and organisation-wide settings as it will be explained later.

Figure 4.10. User Detail View

Table 4.2. Default entry fields for User Login and Role

User Name:	Each user must get a unique and secure user name. Use at least 8 digits. User names once created cannot be changed in the edit view.
Admin Checkbox:	Check this box only if you want to create a user with administrator privileges, independent from the role.
Password:	Each user must get a unique and secure password. User name and passwords have to be a combination of small or capital letters and numbers. It is recommended that you use at least 8 digits. The more digits you have, the more secure is the CRM access. The use of special characters such as "-","/" or umlaut (such as ä, ö, ü or ß) as they are used in other languages as well as names with empty spaces or apostrophe are not allowed. Every user has the privilege to change his own password.
First and Last Name:	Enter the users name. The first name will be used for the welcome message. If you do not enter a first name, the last name will be used for the welcome message.
Role:	As explained before, roles define the privileges for a user. A role must be assigned to each individual user and must be created before. You may find additional information in section: User Roles.
Email:	Enter the email address of this user. This address will be used by the CRM for outgoing emails.
Status:	You may set a user as active or inactive. Inactive users are not allowed to login.
Default Activity View:	Here you can set the default activity view and decide how activities are presented to the user at the home page.
Default Lead View:	Here you can set the default lead view and decide how leads are presented to the user at the home page.
Currency:	You may set the currency for this user here. Note that the currencies used by the CRM system are defined by the currency settings menu.

Table 4.3. Special default entry fields for User More Information

Reports to:	You may select the supervisor of the user. Note that this is only a reference and does not influence the security settings.
Signature:	You may enter an email signature. This signature will be added to every email which is send by the CRM automatically. You may use HTML tags give your signature a special format.
Internal Mail Composer:	This controls which mail program is used if you click on an email address. The default value is yes and this means that the CRM mail client is used. If you change it to no, the mail client installed on your computer is used for composing an email.

Table 4.4. Other User Settings Information

3. Address Information	Enter the users address information.
4. User Image Information	You may store a photo of this user. Currently there is no further usage of such a photo in the CRM integrated.
5. User Advanced Options	You select the time interval on which your browser checks for activities stored at the CRM. A user will see a browser popup if an activity is due. The Access Key is provided by the CRM system for future use and can not get changed.
6. Asterisk Configuration	This setting is only valid, if the CRM communicates with an Asterisk PBX for incoming or outgoing phone calls. You enter your phone extension if applicable.
7. Home Page Components and 8. Tag Cloud Display	Each user may decide which CRM information will be collected at the users CRM Home page. Click Hide or Show to make your selection.
9. My Groups and 10. Login History	These entries are for information only. They cannot be edited. My Groups displays the group membership of a particular user. The Login History displays when a user has accessed the CRM system.

User Roles

The term Roles and their functions have been explained in section: Definition of Roles. Click the Roles menu to open the hierarchical role view as shown in figure: Company Hierarchy Example.

Figure 4.11. Company Hierarchy Example

At this menu you are offered to add, edit, delete or move roles. Move your computer mouse pointer over a role entry. You will see a set of icons that allows you to perform these operations. The "+" function creates a new role which is located in the hierarchical order one level below an existing role. figure: Role - Edit View displays a sample for an edit view of an existing or new role. You have to give the role a unique name and to decide which profiles will be associated with a particular role. Furthermore, the superior role will be displayed.

Figure 4.12. Role - Edit View

	Note
	Users at any given role can always view, edit, delete all data owned by users below in the hierarchy.

Profiles

All roles are based on profiles as explained in section: Definition of Profiles. With profiles you set the user privileges to access, change or delete data. The CRM system uses profiles in relation to the access privileges to modules and fields as described in section: Sharing Access and section: Default Organization Fields Access. Please note that the settings of the Global Privileges are always superior to the other privilege settings.

Click the Profiles menu to open the list view of your profiles as shown in figure: Profiles - List View. Here you see a list of all profiles that have been defined in your CRM system. The CRM systems comes with a set of pre-defined profiles which you can use and change but not delete.

	Important
	Please note the special rules that apply to profiles in relation to other security settings as described in section: Definition of Profiles.

Figure 4.13. Profiles - List View

Click the name of a profile to see the details. The privilege setting terms have already been explained in section: Definition of Profiles. You may change the profile by clicking the [Edit] button. To create a new profile click the [New Profile] button at the list view. Follow the instructions provided:

Step One:

Give the profile a unique name and a description. Select whether you want to use an existing profile as a template. It is recommended to use this option. Click [Next] to continue.

Figure 4.14. New Profile - Step 1

Step Two:

The menu for step two is displayed in figure: New Profile - Step 2. At this step you configure the access privileges for all modules. First you might select at the Global Privileges entry fields whether the profile allows to view or to edit all data.

Figure 4.15. New Profile - Step 2

Then you can configure the profile related access privileges for each individual CRM module. You may select Create/Edit, View and Delete privileges as well as the fields to be displayed in each module. Click [Finish] to save your profile at the CRM system.

Note that a new profile always has a parent but can be edited independently. At Appendix: Administration Examples you will find samples for profile configurations.

Groups

Groups are a very effective tool in order to summarize users and privileges as explained in section: Definition of Groups. Any type of relationship can be used to form a group, such as:

• users at the same location

• users with a common task

• user at the same department

• users with the same working history

• users with the same interests

Click the Groups menu to open the list view as shown in figure: Groups - List View. You see a list of all existing groups.

Figure 4.16. Groups - List View

Click the name of a group to get the details as shown exemplary in figure: Group - Detail View. The detail view lists the name, the description and the current users who are members of this group. You may change the group settings by clicking the [Edit] button.

Figure 4.17. Group - Detail View

To create a new group click the [Create New Group] button at the list view. The new entry window as shown in figure: Group - Create View allows you to define the conditions for a group.

Figure 4.18. Group - Create View

First, give the group a name and provide a short description. Then select the criteria for a membership of this group. The filter function as well as the search function allows you to select members quickly. As explained in section: Definition of Groups, you may chose users, roles, roles and subordinates as well as other groups as group members. Click [Save] to store you new group in the CRM system. The assignment of a user to a group will also be displayed at the users detail view as shown in figure: User Detail View.

Sharing Access

The CRM system allows you to set default privileges that are valid organisation-wide. It is the purpose of this type of privilege to give an administrator tools that allow a fast overall security setting.

	Important
	Profiles always override the organisation wide sharing privileges! If you make changes to the sharing rules you must hit the [Recalculate] button to make your changes valid! Beware, based on the number of users and the sharing rules, the recalculate procedure may last a couple of minutes.

The Sharing Access privileges include Global Access Privileges and Custom Access Privileges. By default the sharing access settings allow all users to use all CRM features if not limited by profiles. In most cases there is no need to change this. However, if necessary you can restrict the access to individual modules within your organization. Goto the Sharing Access menu to get an overview about the settings. The CRM system comes with default Global Access Privileges for the most important CRM modules as shown in figure: Global Access Privileges - List View. These privileges control the data sharing at organization level.

Figure 4.19. Global Access Privileges - List View

The following sharing permission types can be set :

Table 4.5. Sharing Permission Types

Type	Description
Private	Only the record owner, and users with a role which is above that of the record owner's role in the hierarchy, can browse, edit, delete and report on those records. That means by default a specific user can view only the data sets that are owned by the user, owned by a group where the user is a member, owned by subordinate users, or shared to the user.
Public Read Only	All users can view and report on records but not edit them. Only the owner, and users with a role which is above that of the record owner's role in the hierarchy, can edit or delete those records.
Public Read/Write	All users can view, edit all records. Only the owner, and users with a role which is above that of the record owners role in the hierarchy, can delete those records.
Public Read/Write/Delete	All users can view, edit and delete all records.

Important

Please note the following rules: Default organization sharing privileges are overridden by profile settings. For the activities module the default organization sharing privilege value is set to the fixed value Private and cannot be altered. Regardless of the organization-wide defaults, users can always view and edit all data owned by or shared with users below them in the role hierarchy if not prohibited by the profile. When an account has been set to Private, the access to related potentials, tickets, quotes, sales orders, purchase orders, and invoices is also set to private. You must have at least read access to a record to be able to add activities or other associated records to it.

	Note
	You cannot change the calendar access privileges here. You may configure the sharing access at the calendar settings menu as described in section: Calendar Sharing.

In addition, you may create user defined sharing rules set by Custom Sharing Rules. These functions allow the administrators to selectively grant data access to a set of users. Custom data sharing rules can be created to share module related data between the following entities:

• From Role to Role

• From Role to Role with Subordinates

• From Role to Group

• From Role with Subordinates to Role

• From Role with Subordinates to Role with Subordinates

• From Role with Subordinates to Groups

• From Group to Role

• From Group to Role with Subordinates

• From Group to Group

Sharing Rules can be created for the following modules:

Table 4.6. Sharing Rules for Modules

Leads Sharing Rules:	Leads owned by the users of a given Role/Role Subordinates/Group can be shared with users of a another Role/Role Subordinates/Group with Read Only or Read/Write permission. Emails related to a lead will also be shared with Read Only or Read/Write permission.
Accounts Sharing Rules:	Accounts owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission. Emails related to a account will also be shared with Read Only or Read/Write permission.
Potentials Sharing Rules:	Potentials owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission. Quotes and Sales Order related to a potential will also be shared with Read Only or Read/Write permission.
Trouble Tickets Sharing Rules:	Tickets owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission.
Email Sharing Rules:	Emails owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission.
Quotes Sharing Rules:	Quotes owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission. Sales Orders related to a quote will also be shared with Read Only or Read/Write permission.
Purchase Order Sharing Rules:	Purchase Orders owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission.
Sales Order Sharing Rules:	Sales Order owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission. Invoices related to a sales order will also be shared with Read Only or Read/Write permission.
Invoice Sharing Rules:	Invoices owned by the users of a given Role/Role Subordinates/Group can be shared with users of a Role/Role Subordinates/Group with Read Only or Read/Write permission.

Important

Sharing Rules created for the Accounts module will automatically apply to the Contacts module. Please note the following general sharing rules: Custom Sharing Rules can only extend the visibility, but they cannot hide it. Sharing Rules cannot be specified to share data between two users. (If you want to do this, please refer to Appendix: Example II.) Sharing rules apply to all existing data and the data which will be added in future. The number of sharing rules which can be defined for a single Role, Role Subordinates or Group is not limited.

Fields Access

The function available at the default organization Field Access menu is used to control the visibility of fields in various modules for the entire organization. You can use this function to either show or hide entry fields to the entire organization. Default field access settings include custom fields you may have created before. By default the CRM is configured as to display all master data which are provided in the CRM system. As an example, in figure: Fields Manager for Calendar you see the default fields for the FAQ. If you want to restrict access to specific fields, you can edit and change the settings for each individual CRM module.

Figure 4.20. Fields Manager for Calendar

	Important
	Please note the following rules: It is not possible to disable the mandatory fields in the modules. Default Organization field access overrides the profile level field access. For example, let us assume a profile allows to view the website field in leads. However, if this field has not been enabled at the organization level field access settings it will not be displayed.

You may want to know what a particular user has been done in the CRM system. For this type of audit open the Audit Trail Information menu.

	Important
	Please check the legal regulations in your country or your company procedures before you start an audit trail. In some countries or companies it is illegal to log user data without letting the users know that you are collecting such information.

In figure: Audit Trail - Configuration Menu you see the audit trail configuration menu.

Figure 4.21. Audit Trail - Configuration Menu

To configure a audit trail for a particular user, select a user name at the drop down menu and mark the check box. Immediately you will see a display message that indicates that the audit trail has been enabled.

Figure 4.22. Audit Trail - Report

To see the collected data, select the user's name and click the [View Audit Trail] button. A new window will open which displays the collected data, as shown in figure: Audit Trail - Report. You may stop an audit trail by removing the check box mark for a particular user. Immediately you will see a display message that indicates that the audit trail has been disabled. Note that the audit trail function might slow down the CRM system.

As CRM system administrator you may want to know who has accessed the system. At this menu you may get the login history for each individual user. Open the menu and select a user then you will see the login details, as illustrated in figure: Users Login History. Note that the login date and time are always displayed. The logout data are only available if a user used the logout button.

Figure 4.23. User Login History

The Module Manger helps you to configure the content and the display structure of your CRM modules.

CRM Layout Editor

The layout editor allows to add and delete custom fields, move fields within a view, set and remove mandatory fields, rearrange fields as well as related lists as displayed at the More Information tab of modules. To access the editor click the Standard Modules tab. You will see a list of all modules as illustrated in figure: Module Manager - Standard Modules. At this view you may enable or disable individual CRM modules for all CRM users or access the layout editor.

Figure 4.24. Module Manager - Standard Modules

At the CRM all information displayed are organized in so-called blocks. Each block represents an information unit. The purpose and the content of a block is configurable. You may create additional blocks, so-called custom blocks, if needed. The block structure and related functions are illustrated in figure: Layout Editor.

Figure 4.25. Layout Editor

The following table summarizes the functions available.

Table 4.7. Layout Editor Functions

Block Functions:	add and delete blocks	You may add a new custom block by clicking the Add Block button. You have to give this block a unique name. You may delete custom blocks only.
	see hidden fields in blocks	As displayed in the following figure you may set a fields "member of" property as Active or Inactive (check box unchecked). If inactive, the field will not be displayed. If you want to see a list of the inactive fields click on the appropriate icon.
	move blocks	You may change the order on which the blocks are displayed in a detail view by clicking the appropriate icons.
	show and hide blocks	The show and hide function sets the default detail view for a block. If hided the blocks head line is still displayed and can get expanded to a full view if needed.
Field Functions:	create a field	You may create a new custom field by clicking on the appropriate icon. In section: Custom Fields the process of field creations is explained in detail.
	active and inactive fields	Click on the appropriate icon to see the "member of" property of a field. You may set a field as active or inactive. Inactive fields will not get displayed.
	delete a field	You may delete custom fields only at the "member of" property menu by clicking the [Delete ]button. This button is not provided for CRM standard fields which can not get deleted. Instead, hide such standard fields if not needed.
	move fields within blocks	You may change the order on which the block fields are displayed in a detail view by clicking the appropriate icons.
	move fields between blocks	You may move a field into a block by clicking the appropriate icon. You will get a list of fields which can get moved. By clicking the [Assign Fields] button you move the field from one block to the destination block.
Control More Information Tab Order:	arrange related lists	Each detail view has related modules which you can see if you hit the More Information tab in a detail view. You may change the display order of these information by clicking the [Arrange RelatedList] button.

You may configure your own entry fields for most of the CRM modules as explained in the previous section. By clicking the appropriate icon a new window will open as displayed in figure: Custom Field Definition. In order to create a new field you have to select the data format first. The following table lists the available formats. Make sure that each custom field gets an unique name as label.

Figure 4.26. Custom Field Definition

	Tip
	You should write down your content selection for further references. You will need this if you want to convert leads to sales potentials as described in the following section.

Custom fields for leads are special. You may decide what will be done with the content stored in these fields if you convert a lead to a sales potential. You may drop these information or transfer the content of these fields to corresponding custom fields at potentials, accounts or contacts.

You should adopt the following procedure to prepare the transfer of custom fields from leads for further use:

When finished the mapped custom fields are linked and will be used when you convert a lead into a potential as described in section: Creating Potentials from Leads.

Picklists are drop down menus which are offered to you at the edit or Ajax view of several CRM modules. This menu allows you to define the content of the pick lists based on the roles. Click the Picklist Editor menu to get an overview about the CRM modules which have pick lists included, as shown in figure: Studio Picklist Editor. You may select a module to see the available picklists.

Figure 4.28. Studio Picklist Editor

All pick lists are role related. That means that the content of the pick list for each individual (non admin) user depends on the role which has been assigned to this user. You may use this feature for instance to create pick lists in different languages or to restrict the users access to certain entries. Click the [Assign] button to select the roles to which displayed picklist applies.

To modify the pick list content, select a CRM module first and choose a corresponding picklist as well as the role. The display of the available pick lists will change accordingly. To change the content of a pick list use the buttons as explained in the figure. At the new window which pops up you may make your changes. Click [Save] to transfer your changes to the CRM system.

	Important
	Some content of the pick lists cannot be changed. This content is defined by the system settings. Please contact your CRM system provider if the offered content does not fit your needs.

	Note
	A user with admin privileges always sees all picklist entries, independent of its role assignment. If a picklist entry has been assigned that is not accessible by the role of a current user a message "not accessible" will be displayed.

The tool tip management feature provides mouseover functions to certain fields in list views. This allows you to see selected parts of a record content without open it. The figure: Tool Tip - Sample View illustrates a sample for a FAQ entry.

Figure 4.29. Tool Tip - Sample View

To achieve the view as shown in the sample you need to open the [Tool Tip Management] menu. Select the module and the field to which you would like to have a mouseover popup displayed. Add the fields from which you want to see the contents by marking the appropriate check boxes. Save your settings. An example that relates to the previous figure is displayed in figure: Tool Tip Menu - FAQ.

Figure 4.30. Tool Tip Menu - FAQ

If you use the CRM for sending standard emails frequently it is most helpful to have such emails available as templates. To see any existing email template list, click the Email Templates menu. The CRM comes with templates as listed in figure: Email Templates - List View. You may modify existing templates or create an unlimited number of new templates. Note that there are public and private templates. Public templates are available to all CRM users. Private templates are only provided to particular users.

Figure 4.31. Email Templates - List View

Click the templates name to see the detail view of an existing template. An example is shown in figure: Email Template - Detail View. Note the merge field values highlighted in this figure. Merge field values are used to dynamically include data from your CRM into the mail. In this example mail, the merge field value $contacts_firstname$ represents the first name of a contact.

Figure 4.32. Email Template - Detail View

You may include dynamic merge fields into your template at the edit view as shown in figure: Email Template Edit - View. The merge field dialog supports you for defining the merge field syntax. You may include standard as well as custom fields as merge field. Use the copy and past to enter the field codes. You must fill in all mandatory fields. You shall not mix field codes from different modules. For instance, if you use "Contact Fields" as shown in the figure you shall not add "Account Fields" to this template.

Figure 4.33. Email Template - Edit View

	Tip
	You may clone templates. Edit an existing template and store it under a different name.

All emails are send in the HTML format. You may use the HTML editor functions to design a special layout. You may also include HTML code which has been created by an external editor. But be careful and test your results, not all HTML code options are supported. Click [Save] to transfer your template to the CRM system.

At the Module Manager you may add custom fields with a content which is generated automatically by a calculation based on other existing fields. The following illustrates how you can setup such an equation for a Potential field. You may follow the same steps for other modules for which this function is available.

Before you can setup any equation you need to create a custom field with a string or the integer number format for your particular modul. When done goto the Module Manager and select the module and click the appropriate icon as displayed in figure: Field Formulas in Module Manager.

Figure 4.34. Field Formulas in Modul Manager

The formula list view opens. By clicking the New Field Expression button (which is only available if a custom field has been created), the edit view opens as shown in figure: Field Formulas - Edit View. In this menu you may create your equation. Currently there are two types of equations possible:

Figure 4.35. Field Formulas - Edit View

After you have setup an equation, the custom field of the particular modul will get its values from the defined formulas whenever an entry is saved.

The CRM system allows you to use the stored data to be merged with MS Word templates created at your office environment. This is very helpful if you frequently have to write letters, quotes or other standard documents.

	Important
	Mail merge templates have to be created at our office environment first. You will need the MS Office plugin provided with the CRM system. Please refer to Appendix: Ressources for further details.

To upload a template to the CRM system click the [Add Template] button at the Mail Merge Template menu as shown in figure: Mail Merge Template - List View. At this menu you see a list of all existing templates and you can mark and delete templates you do not need anymore.

Figure 4.36. Mail Merge Template - List View

The edit view for new templates is shown in figure: Mail Merge Template - Edit View. At this view you should provide a short description and select whether this template applies to Leads, Accounts, Contacts or Trouble Tickets . Then you have to provide the location of the template on your computer or network. Click [Save] to transfer your template to the CRM system.

Figure 4.37. Mail Merge Template - Edit View

The CRM may automatically send notifications on special events by emails . Click the Notification Schedulers menu to see the status of the notification scheduler and all message types as shown in figure: Notification Schedulers - List View.

Figure 4.38. Notification Schedulers - List View

Note

At the current release the CRM administrator cannot modify the causes for notifications. The big deal notification is set to the value of 10.000 of your currency. You should contact your software provider if you want to have this changed. This provider may also help you to configure the threshold values for Delayed Tasks and Pending Tickets. The messages for Too many tickets are related to a particular account, and Support Starting & Ending dates to customers.

Use the [Tool] icon to activate or to deactivate a notification and to determine the content of a notification. All active notifications will be sent as emails if the conditions are met. They will be sent to the owner of a particular contact, potential or ticket. The messages about the upcoming end of an support case are send to the owner of the module as explained in section: Assign Module Owners.

You may use the CRM system for automatic notifications to the inventory manager if certain conditions occur. Click the Inventory Notification menu or look at figure: Inventory Notifications for a description of these conditions. Note that you can assign the product handler for individual goods or services at the product catalogue as described in section: Product-Related Entries. You can determine which messages will be sent to the buying agent of your company. Click the [Tools] icon related to a notification to make modifications.

Figure 4.39. Inventory Notifications

If you use the CRM to create PDF outputs for your quotes, orders or invoices you must define the company information.

	Important
	The CRM system uses the company information for creating PDF output. If this information is not available at the time you create a PDF, an error message will be presented.

At the Company Details menu click the [Edit] button to enter company information as shown in figure: Company Information - Detail View. You have to fill in all entry fields.

Figure 4.40. Company Information - Detail View

Make sure that the size of your company logo meets the space available at the PDF outputs. The logo must be provided in the *.png or *.jpg file format. The recommended size is about 300x70 pixel.

In addition you may change the login image for the CRM system or the login image for the customer portal.

If you want to send emails from the CRM system or if you want to receive notifications, you must configure the outgoing mail server.

	Tip
	All CRM user will use the same outgoing mail server. If a user sends an email by using the CRM, the user's email address as defined for each individual user at the users settings will be used automatically as the sending email address.

Click [Edit] of the Outgoing Server menu to enter your mail server configuration as shown in figure: Outgoing Mail Server Configuration - Edit View. Ask your service provider for the access data. Make sure that the server can be reached by the CRM system.

Figure 4.41. Outgoing Mail Server Configuration - Edit View

The CRM system allows you to make a backup of the database at your own FTP server. If configured, the CRM will make a backup of all data every time the admin user logs out. Every backup will create a new file at the backup server. Make sure you have enough disk space available. The names of these files are created automatically in the following format: "backup-<date>-<time>.sql".

	Important
	If the a admin user wants to quit, he has to log out properly to start the backup procedure.

	Tip
	Depending on the speed of your access line to the FTP server, a backup of the full data base might slow down your logout procedure. If you do not need such frequent backups, check with your CRM system provider for other backup procedures.

Click the [Edit] button at the Backup Server menu to enter your server data as shown in figure: FTP Server Configuration - Detail View. Ask your FTP service provider for the access data. You may switch the backup on and off by marking the check box.

Figure 4.42. FTP Server Configuration - Detail View

Click [Save] to transfer your configuration to the CRM system.

Each CRM module has an owner. By default this owner is the user admin. At the current release, this function is only working for the trouble tickets in relation to the customer portal. Do not change the other settings!

You may assign the Trouble Tickets to an other CRM user. When a ticket from the Customer Portal has been created, this ticket will be assigned to the corresponding module owner (user). The assigned user will receive an immediate email notification on the ticket creation. This is useful, for instance, for active trouble tickets management.

Click [Currency Configuration] to set your system-wide currencies. You may add an unlimited number of currencies, by clicking the [New Currency] button as shown in figure: Currency Configuration. You may also delete or edit exiting currencies by clicking the appropriate icons.

Figure 4.43. Currency Configuration

In all phases of the sales process, the CRM system considers all type of taxes which may apply to the sales of products or services. That may include local, state or federal taxes as well as special taxes. These taxes can be calculated individually for each product or service to be sold, or may be calculated for the whole.

Figure 4.44. Tax Setting - List View

You may refer to the article Product Details in Quotes for further information on the use of the tax settings. The CRM System may include taxes when calculating prices for quotes, orders or invoices. To change the settings of the existing taxes, click the [Edit] Button at the Tax Calculations menu as shown at figure: Tax Settings - List View.

To add new taxes use the Add Tax button. You might define as many additional taxes as you need. Enter your taxes in percent (%). Note that you cannot delete the default taxes as they are provided with the CRM system. However, you may deactivate not needed taxes by clicking the appropriate check box. Click [Save] to transfer your tax settings to the CRM system.

System administrators or users with administration privileges are provided with a function that enables them to send announcements to all CRM users. Such an announcement will be displayed at the top of the CRM system as illustrated in figure: Announcement View.

Figure 4.45. Announcement View

You may edit an announcement by clicking the Update button as presented in figure: Announcement - Edit View. You may see the announcement when you leave the settings menu.

Figure 4.46. Announcement - Edit View

The detail view of CRM entries is offering a More Information tab, that provides additional information related to an entry. You may switch to a Singlepane view. At this view the additional information will be listed below the master data as displayed in figure: Default and Singlepane View Details. Note that after switching the detail view for all CRM system modules changes.

Figure 4.47. Default and Singlepane View Details

You may store your default company terms and conditions in the CRM. Click [Edit] at the Inventory Terms & Conditions menu to open the edit view as shown in figure: Inventory Terms & Conditions - Detail View.

Figure 4.48. Inventory Terms & Conditions - Detail View

	Note
	The space available is limited to 255 characters.

Enter your information. Click [Save] to transfer the information to the CRM. These terms and conditions will be available as default entries whenever you create a new quote, order or invoice.

While the CRM system uses its internal numbering system for all data, you can define your own numbering scheme for most of the modules. You may define your numbering scheme by selecting the module first and entering your text for the prefix. Your start sequence must be number which will increased by 1 every time you enter a new record. Click [Save] to make your numbering scheme active.

Figure 4.49. Customize Record Numbers

The mail scanner adds a capability to the CRM to scan a mail box automatically and to take action if the content of an incoming email meets certain criteria. For example, you may have a specific email address for your support and incoming emails should create a ticket in the CRM if these emails contain the string "support request". You may also use this scanner for mails which are generated by your web page in order to generate a Contact in your CRM in case someone is interested to get more information about you offerings. As a result of an email scan you have the following options:

To setup the mail scanner goto the Mail Scanner menu and click [Edit]. The incoming mail box configuration menu opens as shown in figure: Mail Scanner Configuration. Note that this function is only available to mail boxes which provide IMAP (Internet Message Access Protocol) protocol capabilities. You may ask your Internet Service Provider for your IMAP access data and refer to http://en.wikipedia.org/wiki/Internet_Message_Access_Protocol for further information.

Figure 4.50. Mail Scanner Configuration

Enter your email box access data. By default the mail scanner is disabled. Make sure that you enable the status before saving. When you click the [Save] button the CRM tries to connect to your mail box in order to verify proper operation. If you get the error message "Connecting to mailbox failed!" the mail box access information are not saved. Check your mail box settings and try again. If the CRM is able to communicate with your incoming mail box, further configuration options will be available as shown in figure: Mail Scanner Detail View.

Figure 4.51. Mail Scanner Detail View

By clicking the [Select Folders] button the CRM will display all mail folders available at your IMAP mail box as illustrated in figure: Mail Scanner Folders. You should disable the mail scan of folders which are not related to incoming emails my unmarking the check boxes.

Figure . Mail Scanner Folders

By clicking the button [Setup Rule] button the CRM will allow you to setup one or multiple rules for your incoming emails. The figure: Mail Scanner Rule Sample illustrates a possible settings. In this example a CRM ticket with the email content gets generated automatically if the subject of the email contains the text 'support request'. If you want that all emails from a certain mail box creates an action and do not include any conditions.

The condition may be just words or in case of a Subject also Regular Expressions, selectable as Regex. Regular Expressions are used for identifying strings of text, such as particular characters, words, or patterns of characters. Regular Expressions are powerful but not simple. You can't learn to use Regular Expressions from a brief overview and therefore these are not subject of this manual. For instance, the Regular Expression /\bweb\b/i would find the word web in the subject of an email. For a complete introduction to Regular Expressions you may refer to the Wiki at http://en.wikipedia.org/wiki/Regular_expression a Regular Expression Web Site like http://www.regular-expressions.info/,or other resources.

If you would like to set conditions you may use the following options:

Figure 4.53. Mail Scanner Rule Sample

Click [Save] to transfer the rule to the CRM system. You may setup one or multiple rules. If you have multiple rules it is sometimes necessary that you are able to set the order of a scan execution. This is done by changing the list order as illustrated in figure: Mail Scanner Priorities.

Figure 4.54. Mail Scanner Priorities

When done the CRM is ready to scan your mail box every time you click the Scan Now button at the [Mail Scanner] menu. Your first scan may take a little bit of time depending on the content of your mail box and the access speed. An automatic scan of your mail box takes place once a day.

The example in figure: Mail Scanner Priorities illustrates how you could setup mail scanning conditions to create and to update tickets. This would be a proper mail scanner setup under the assumption that you have setup an email box for scanning and every incoming mail should either create a new ticket or update an existing ticket in CRM. To create a ticket for all incoming emails you need to create a mail scanner rule as displayed in the lower part of this figure. All conditions fields are left blank, only the Match and the Action conditions are set. Whenever a mail comes in a new ticket will be created. Each of the tickets in the CRM have a ticket number. This number should be part of the subject in reply message in order to bring the email in relation to the ticket. The procedure is illustrated at the left part in figure: Mail Scan Workflow for Tickets.

Figure 4.55. Mail Scan Workflow for Tickets

To update an existing ticket different conditions must be set as illustrated in the upper part of figure: Mail Scanner Priorities. You need to define a RegEx condition in order to scan for a ticket number and set the Match and the Action conditions as illustrated. The workflow is illustrated in the right part of figure: Mail Scan Workflow for Tickets. As a last step make sure that the order of rules is set properly. You scanner must first check whether an existing ticket can be updated. If there is not ticket to update the second rule applies and a new ticket will get created.

A workflow is a depiction of a sequence of operations, declared as work for the CRM system. You may setup such workflows in order to have the CRM doing some actions automatically. The execution of workflows consider conditions set by you and are triggered:

In the following the setup of a workflow is described for the Contacts module as an example. You may use the same procedure to create workflows for other CRM modules. Creating a workflow requires three steps: