crm-now/PS

crm-now/PS

User and Administration Manual

Copyright © 2004-2010 crm-now GmbH

crm-now GmbH, www.crm-now.com

Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and crm-now was aware of a trademark claim, the designations have been printed in caps or initial caps. While every precaution has been taken in the preparation of this book, the publisher assumes no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein.

crm-now makes no warranty for the use of the crm-now/PS system and assumes no responsibility for any errors which may appear in this document nor does it make a commitment to update the information contained herein.

Manual ID: 512-001-12

Revision History
Revision 02	2007-06-26
Second Edition
Revision 03	2008-03-14
Third Edition
Revision 04	2009-08-02
Fourth Edition

Table of Contents

Why Read This Manual?
This Manual's Audience
Organization of This Manual
Request for Comments

1. Introduction

About this Manual

Manual Instructions

First Steps

Becoming a User
PC Setup and other Requirements
Login
CRM Home Page
Access Privileges
How to Start?

2. Data Entry for the CRM System

Customer contacts

New Leads
New Accounts
New Contacts
Export and Import of CRM Data
Data Format for Imports
Hints for CSV and Excel Formats

Calendar and Activities

Calendar
All Events and ToDos
Import and Export of Activities

The Sales Process

Leads
Sales Potentials
Quotes
Sales Orders
Purchase Orders
Invoices

Product-Related Entries

Products
Product Bundles
PriceBooks
Vendors
Product Import and Export

Service-Related Entries

Services
Service Contracts

3. Working with the CRM System

General Remarks

Working with Lists
Tag Cloud
Calendar Reminder Popup
Chat Functions
Tools Menu
Send and Receive Emails

Working with the sales process

Working with Leads
Working with Potentials
Working with Support
Reporting and Analysis
Synchronizing CRM with Office Environment

CRM User FAQ

4. Administrative Tasks

Role Based Security Basics

Introduction to Role Based Security
Definition of Terms

CRM Administration

User Administration
Studio
Communication Templates
Other Settings

Customer Portal

A. Administration Examples

Example I: Organizing a very small organization

Example I: simple settings
Example I: settings with groups
Example I: settings with sharing access

Example II: Settings primary based on groups
Example II: Settings primary based on roles

Administration FAQ

B. Resources

UTF-8 coding tools

List of Figures

1.1. Login screen
1.2. CRM Home Page
1.3. Screen Top Area
1.4. Preferences - User Login
1.5. Preferences - More Information
1.6. Preferences - User Advanced Options
1.7. Global Search
2.1. New Lead - Basic Information
2.2. New Account - Basic Information
2.3. New Account - More Information
2.4. Call Account Memberships
2.5. Display Account Hierarchy
2.6. New Contact - Basic Information
2.7. New Contact - More Information
2.8. Contact List View
2.9. Contact Import, Step 1
2.10. Contact Import, Step 2
2.11. Contact Import, Step 3
2.12. Contact Import, Step 4
2.13. Export selection
2.14. Export Contacts
2.15. Calendar - Hour View
2.16. New Event (Call or Meeting)
2.17. Event Reminder
2.18. Repeating Events
2.19. Event Relations
2.20. New Task / ToDo
2.21. Calendar Settings
2.22. All Events and ToDos - List View
2.23. Leads - List View
2.24. Lead Detail View - Master Data
2.25. Lead Detail View - More Information
2.26. Potential - Create View
2.27. Potential Detail View - Master Data
2.28. Potential Detail View - More Information
2.29. Quote - Edit View for quote and address information
2.30. Product Details with Individual Tax Mode
2.31. Product Details with Group Tax Mode
2.32. Sales Order - Edit View for sales order and address information
2.33. Sales Order - Edit view for recurring invoice information
2.34. Purchase Order - Create View for purchase order and address information
2.35. Invoice - Detail View
2.36. Campaigns - List View
2.37. Campaign - Edit View
2.38. Campaign - Detail View More Information
2.39. New Product - CreateView Master Data
2.40. Display of multiple images for products
2.41. Product - Detail View More Information
2.42. Select Products from Bundle
2.43. New Price Book - Create View
2.44. Pricebook - Detail View
2.45. Price Book - Product Selection List
2.46. New Vendor - Edit View
2.47. Vendor - More Information
2.48. New Service - CreateView Master Data
2.49. New Service Contract - CreateView Master Data
3.1. Access the Create List View
3.2. Create Custom List - Edit View
3.3. Approve Custom View
3.4. Record Change Indicator
3.5. Basic Search at List View
3.6. Advanced Search at List View
3.7. Mass Edit at List View
3.8. Mailer Export from Lists
3.9. Duplicate Search
3.10. Duplicate Search Result
3.11. Duplicate Merge
3.12. Tag Cloud
3.13. Chat View
3.14. Documents - Default Folder
3.15. Documents - Create View
3.16. Recycle Bin - List View
3.17. Email listing at Contact Detail View
3.18. Compose an Email
3.19. Mass Mailing Selection
3.20. Create Mass Mailing Email
3.21. Webmail Menu
3.22. Incoming Mail Server Details
3.23. Lead List View
3.24. Lead Detail View - Master Data
3.25. Convert Leads
3.26. Potentials List View
3.27. Trouble Tickets - List View
3.28. Ticket - Edit View
3.29. Ticket Detail View - Master Data
3.30. Ticket Edit View
3.31. New FAQ Entry
3.32. Dashboard
3.33. Reports Home
3.34. Report Detail View
3.35. New Report Detail
4.1. Special Admin Function at Users Menu
4.2. Users, Roles and Profiles Relations
4.3. Group of Users - Example
4.4. Group of Roles - Example
4.5. Hierarchy Example
4.6. Group of Roles with Subordinates - Example
4.7. Sample Hierarchy for Groups
4.8. Additional Settings Button
4.9. User List View
4.10. User Detail View
4.11. Company Hierarchy Example
4.12. Role - Edit View
4.13. Profiles - List View
4.14. New Profile - Step 1
4.15. New Profile - Step 2
4.16. Groups - List View
4.17. Group - Detail View
4.18. Group - Create View
4.19. Global Access Privileges - List View
4.20. Fields Manager for Calendar
4.21. Audit Trail - Configuration Menu
4.22. Audit Trail - Report
4.23. User Login History
4.24. Module Manager - Standard Modules
4.25. Layout Editor
4.26. Custom Field Definition
4.27. Map Lead Custom Fields
4.28. Studio Picklist Editor
4.29. Tool Tip - Sample View
4.30. Tool Tip Menu - FAQ
4.31. Email Templates - List View
4.32. Email Template - Detail View
4.33. Email Template - Edit View
4.34. Field Formulas in Modul Manager
4.35. Field Formulas - Edit View
4.36. Mail Merge Template - List View
4.37. Mail Merge Template - Edit View
4.38. Notification Schedulers - List View
4.39. Inventory Notifications
4.40. Company Information - Detail View
4.41. Outgoing Mail Server Configuration - Edit View
4.42. FTP Server Configuration - Detail View
4.43. Currency Configuration
4.44. Tax Setting - List View
4.45. Announcement View
4.46. Announcement - Edit View
4.47. Default and Singlepane View Details
4.48. Inventory Terms & Conditions - Detail View
4.49. Customize Record Numbers
4.50. Mail Scanner Configuration
4.51. Mail Scanner Detail View
Mail Scanner Folders
4.53. Mail Scanner Rule Sample
4.54. Mail Scanner Priorities
4.55. Mail Scan Workflow for Tickets
4.56. Create Workflow
4.57. Create Workflow Conditions
4.58. Workflow Task Sample
4.59. Customer Portal Settings
A.1. Example Sales Team 1
A.2. Example Sales Team 2

List of Tables

2.1. Contact Information
2.2. Duplicate Check During Import
2.3. Overview event information
2.4. List of default master data entry fields for potentials
2.5. Special more information entry fields for potentials
2.6. Special default master data entry fields for quotes
2.7. List of default product entry fields for quotes
2.8. Special default master data entry fields for sales orders
2.9. Special default master data entry fields for purchase orders
2.10. Special default master data entry fields for invoices
2.11. Special default master data entry fields for campaigns
2.12. Special default master data entry fields for product information
2.13. Special default master data entry fields for product pricing information
2.14. Special default master data entry fields for product stock information
2.15. Special default master data entry fields for more information to products
2.16. Special default master data entry fields for vendor information
2.17. Special default master data entry fields for service information
2.18. Special default master data entry fields for service pricing information
2.19. Special default master data entry fields for product information
3.1. Special common entry fields for outgoing emails
3.2. Special supporting buttons for outgoing emails
3.3. List of settings fields for incoming emails
3.4. List of settings for lead conversion
3.5. Special default entry fields for tickets
4.1. Privilege Types at Profiles
4.2. Default entry fields for User Login and Role
4.3. Special default entry fields for User More Information
4.4. Other User Settings Information
4.5. Sharing Permission Types
4.6. Sharing Rules for Modules
4.7. Layout Editor Functions
4.8. Custom Field Types
4.9. Currency Information


		Preface

© 2004-2011 crm-now GmbH, Berlin, Germany