SugarCRM Jumpstart Project Team Training. Technology Advisors, Inc.

Transcription

1 SugarCRM Jumpstart Project Team Training Technology Advisors, Inc.

2 Goal Provide Project Team with necessary background to understand standard SugarCRM functionality in order to make informed decisions about features and configurations throughout the project

3 Agenda Part 1 Getting Started with SugarCRM Sales Process Part 2 Reports Outlook Plug-in Mobile app

4 Questions?

5 Getting Started with SugarCRM

6 Getting Started Objectives Purpose and Organization of SugarCRM Navigation Dashboard & Activity Stream Searching Activities & Calendar Reports Outlook Mobile

7 Why use SugarCRM? Provides you with a central repository for your information. You no longer need to rely on your memory to recall information or remember to follow-up. Provides a basis of collaboration with other members of the organization. Allows you to query the system for information. Reduces effort in reporting activities.

8 Organization Organized into modules: Leads, Accounts, Contacts, Opportunities, Meetings, Calls, Modules = filing cabinets or folders on your computer Records = file folders or documents on your computer

9 Organization Records are linked to show relationships between them and give easy access When you open a file folder, you also have direct, immediate access to all other files related to it

10 Navigation SugarCRM is browser-based and can be accessed from any computer with an internet connection using: Internet Explorer Firefox Chrome Safari

11 Getting Around in Sugar Navigation bar Main view Footer

12 Getting Around in Sugar Navigation bar Dashboard (home) Module access and action menus Global search Your Profile Quick Create menu

13 Getting Around in Sugar Dashboard (home page)

14 Getting Around in Sugar Activity Stream (home page)

15 List View SugarCRM Main Views

16 Record View SugarCRM Main Views

17 SugarCRM Subpanels Data View / Activity Stream

18 Create View SugarCRM Main Views

19 Dashboards & Activity Stream

20 Dashboards & Activity Streams Dashboards Display information Often high-level or enabling analysis of a group of records Set of dashlet tools Available on home page & intelligence panes (list view, record view) Activity Streams Social! Contextual conversations about record(s) in SugarCRM Tag users and records in posts Available on home page & intelligence panes (list view, record view)

21 Dashboards

22 Dashboards Collections of dashlets lists & charts Goal: see important information at a glance, without clicking all over to find it

23 Dashboards Your Dashboard is one of your SugarCRM homepages This dashboard displays the most high-level information, consolidating information displays from across your database

24 Dashboards Intelligence panes on list views also display dashboards These dashboards are focused on data from a single module

25 Dashboards Intelligence panes on record views also display dashboards These dashboards help you analyze data related to the displayed record

26 Dashboard Organization You can create multiple dashboards on your home page & intelligence panes Using multiple dashboards help you organize your dashboard so you can easily find what you want Make a plan!

27 Creating a Dashboard Click the Create button or select Create Dashboard from the navigation bar

28 Creating a Dashboard Enter a name Add rows/columns, then add dashlets

29 After clicking Add a Dashlet, select the dashlet you would like to add Adding Dashlets

30 Adding Dashlets Depending on what dashlet you re adding, you may see some settings that determine how the dashlet displays data

31 Changing Dashlet Settings Click gear icon in the grey title bar at top of dashlet

32 Changing Dashlet Settings For any dashlet Change Title Change Auto-Refresh For chart dashlets Change filters (run-time filters only)

33 Changing Dashlet Settings For module dashlets How many rows to display What fields are displayed (columns) Which records are displayed (filters)

34 Changing Dashboard Layout Click and drag title bar to rearrange dashlets Edit dashboard to add new dashlets or change layout (number of columns)

35 Removing Dashlets & Pages Minimize a dashlet to temporarily stop displaying it on screen Remove a dashlet to permanently stop displaying it on screen Would have to re-add and recreate settings from generic dashlet to replace

36 Dashboards & Activity Streams Dashboards Display information Often high-level or enabling analysis of a group of records Set of dashlet tools Available on home page & intelligence panes (list view, record view) Activity Streams Social! Contextual conversations about record(s) in SugarCRM Tag users and records in posts Available on home page & intelligence panes (list view, record view)

37 Activity Streams

38 Activity Streams Quickly keep up with activities and changes Post comments and converse with other SugarCRM users within your organization

39 Activity Streams Activity Streams located at various levels High level/home Page: records you are following; all posts created on home page & module level pages Module level/list View: records being followed in current module; all posts created at this level Record level/record View: all posts specific to the record you are viewing

40 Activity Streams Following records: prioritize which records activity streams should display on higher level module & home page streams Note: records marked as favorites are automatically followed

41 Activity Streams Color-coded icons will help you identify and sort computer-generated posts User profile pictures will identify user-created posts

42 Activity Streams Posting: You can create a post at any level To tag another user, in front of user s name To reference a record, use # in front of record name

43 Activity Streams Commenting: click the talk bubble icon to comment on any post Attachments: drag and drop an attachment into any post that you create Dashlets: drag and drop items from news feeds and twitter feeds into posts

44 Dashboards & Activity Streams Dashboards Display information Often high-level or enabling analysis of a group of records Set of dashlet tools Available on home page & intelligence panes (list view, record view) Activity Streams Social! Contextual conversations about record(s) in SugarCRM Tag users and records in posts Available on home page & intelligence panes (list view, record view)

45 Searching

46 Using Global Search Global Search is always available on your Navigation Bar! Global Search will search these modules: Accounts, Contacts, Opportunities, Cases, Calls, Meetings, Notes, Documents (list controlled by admin) Use filtering if you only want to search specific module(s)

47 Using Global Search Click in search box, type search term, hit enter or click magnifying glass icon Top results are shown Icons indicate module where record is store Click to open record

48 Using Global Search All Sugar searches look for your search term at the BEGINNING of fields only To search throughout, you must use the wildcard character %

49 Using Module Search & Filters Open module you would like to search by clicking its name on Navigation bar Enter search term (e.g. name) Search results will display as you start typing

50 Using Module Search & Filters Use pre-defined filters to do common searches, such as: Assigned to Me My Favorites Recently Viewed Recently Created

51 Using Module Search & Filters To search by other criteria, select Create Filter Select the field(s) that you would like to search by, and enter your search criteria

52 Using Module Search & Filters As you enter your search criteria, the displayed list of records will update to match your search Use the + icon to search by multiple fields Uses AND search

53 Saving a Filter If you will re-use the search in the future, save it as a filter Enter a name Click Save button The saved filter will be displayed on your filter list with other pre-defined filters

54 Activities

55 Activities & Calendar You can schedule calls & meetings with a Contact Keep track of Calendar Save agenda and notes for future reference You can also create tasks (to-do items) Same process for any type of record (Account, Contact, Opportunity, Case, )

56 Scheduling Activities Search for and open Contact record Use Planned Activities or History dashlets to create new activities Tip: Create activity from a Contact & it will automatically associate to the Contact s Account

57 Scheduling Activities Enter the information for your activity and click Save.

58 Scheduling Activities Upcoming Activities (status = planned) will display on the Planned Activities dashlet Completed Activities (status = held) will display on the History dashlet

59 Activities & Outlook Calendar activities can be synced to your Outlook Calendar through the Outlook plugin (covered later in training)

60 Viewing Your Calendar Click Calendar on navigation bar

61 Viewing Your Calendar Buttons to change length of time viewed Links to navigate forwards/backwards in time Calendar button to jump to a specific date

62 Scheduling a Call/Meeting Click in a blank time slot on your Calendar to schedule a call or meeting

63 Scheduling a Call/Meeting Enter information and click Save Call/Meeting will be created and show on Calendar

64 Editing a Call/Meeting You can click on a Call or Meeting on your Calendar to edit it You can also drag events to different days/times to reschedule them

65 View Other Users Calendars Sugar also allows you to view other users calendars You may not see all events on other users calendars (based on Teams) If you do NOT want to share the events on your calendar, set the team to your private team when creating the events

66 View Other Users Calendars Click the Shared button Click the User List button (only displayed after Shared is selected) to select one or more users

67 Sales Process

68 Objectives Overview of modules for sales Leads Accounts Contacts Opportunities Quotes Forecasting

69 Buying Process Interest Research Selection Negotiation Use Improve Short Term Sales Process Long Term Sales Process Market Prospect Market Customer

70 Sales Workflow Account Lead Contact Opportunity

71 Leads

72 Leads Unqualified People/Companies Trade Show lists Purchased lists Separate area from your Qualified Prospects/Clients These are located in Accounts and Contacts Convert when Qualified! Create an Opportunity

73 Viewing Leads Search for a Lead using Global Search or Module Search & Filtering

74 Viewing Leads Search for and open a Lead to view its details Further information is stored in tabs across the top

75 Viewing Leads Further information also stored below main panel on subpanels and on dashboards in the right-hand intelligence pane

76 Creating Leads From Navigation Bar It s okay if you don t know all the info the only required field is Last Name (marked with *) Don t forget to SAVE!

77 Importing Leads You can import a list of leads from a.csv file

78 Importing Leads

79 Importing Leads Click Browse button to upload the file from your computer

80 Importing Leads

81 Importing Leads

82 Importing Leads

83 Importing Leads You can save your settings for a future import; useful when running a test import.

84 Importing Leads

85 Editing Leads To edit a field, click the pencil icon that displays when your mouse is over the field To make multiple edits, click the Edit button

86 Activities with Leads Activities can be scheduled and posted for Leads using the Planned Activities dashlet

87 Converting Leads When Lead is qualified Turn Lead into an Account, Contact, and, if you d like, Opportunity

88 Converting Leads SugarCRM will automatically look for duplicate Account & Contact records If none are found, appropriate Lead information is copied to new Account & Contact records

89 Converting Leads Optionally, create Opportunity Save to actually convert to an Account, Contact, and Opportunity

90 Converting Leads

91 Unqualified Leads Decide on an organizational criteria for handling unqualified Leads Delete (keep database clean) Mark as Dead (maintain data, possibly recycle later)

92 Accounts & Contacts

93 Viewing Accounts & Contacts Accounts: Companies Contacts: People Look for a record: Global Search Module Search

94 Viewing Accounts

95 Viewing Contacts

96 Creating Accounts

97 Creating Accounts Click Show More link to complete full form

98 Best Practice Creating Accounts Search first to be sure record doesn t already exist Create Accounts before Contacts Don t forget to SAVE!

99 Creating Contacts

100 Creating Contacts Best Practice Add a Contact Create from within Account record to carry over data Don t forget to SAVE!

101 Activities Activities can be scheduled and posted for Accounts and Contacts using the Planned Activities dashboard

102 Activities Activities created from a Contact s record will automatically be linked to the corresponding Account as well.

103 Activities Upcoming Activities (status = planned) will display on the Planned Activities dashboard Completed Activities (status = held) will display on the History dashboard

104 Editing Accounts & Contacts To edit a field, click the pencil icon that displays when your mouse is over the field To make multiple edits, click the Edit button

105 Viewing Change Log Change Log tracks changes to audited fields. You can view the Change Log from the action button

106 Merging Duplicate Records Duplicate records can be merged from the ListView

107 Merging Duplicate Records

108 Using Mass Update Mass Update allows you to update multiple contacts at once Only certain fields are available through Mass Update You must make the same change to every record when using Mass Update

109 Using Mass Update Use the Mass Update panel to select the field(s) you want to update and the new value

110 Deleting Accounts & Contacts In most cases we do NOT recommend deleting Accounts and Contacts Deleting an Account or a Contact is permanent. Linked records will not be deleted, but their association with Account/Contact will be lost. In most cases, you should mark Accounts and Contacts inactive, not delete Many organizations choose to restrict deletion permissions for most users

111 Deleting Accounts & Contacts Accounts and Contacts can be deleted one at a time, or in groups Either way, you will have to confirm the deletion to avoid accidental deletion

112 Opportunities

113 Viewing Opportunities Opportunities: Potential Sales Look for a record: Global Search Module Search

114 Viewing Opportunities

115 Creating Opportunities Best Practice: Create/Confirm Account Create/Confirm Contact From Contact record, create new Opportunity from the Opportunities subpanel

116 Creating Opportunities Benefit: Contact and Account information automatically copied over

117 Creating Opportunities Other ways to create Opportunities During Lead conversion process Opportunities subpanel on an Account record Navigation bar Quick Create

118 Revenue Line Items With Enterprise/Ultimate subscription levels, use Revenue Line Items to individually track specific products/components that are part of an opportunity Amount Probability Forecast line by line

119 Updating Opportunities Search for and open the Opportunity you need to edit Click individual fields or the Edit button to make changes

120 Updating Opportunities Make sure to keep the stage updated so that the probability is calculated correctly and the appropriate fields are shown

121 Updating Opportunities Use dashboard to create meetings, log calls, and keep track of notes Attach files using Activity Stream

122 Scheduling Activities Like with a Contact, you can schedule calls & meetings related to an Opportunity Use Planned Activities subpanels to create calls

123 Scheduling Activities Enter the information for your activity and click Save.

124 Scheduling Activities Upcoming Activities (status = planned) will display on the Planned Activities dashboard Completed Activities (status = held) will display on the History dashboard

125 Opportunity Roles Contacts linked to an Opportunity can be assigned a role for that Opportunity The assigned role is Opportunity-specific The same Contact can be assigned different roles for different Opportunities

126 Opportunity Roles Click the Edit button next to the Contact on the Contacts subpanel Choose the appropriate role for this Contact for this Opportunity

127 Closing Opportunities Edit the Opportunity and update the status to Closed Won or Closed Lost Some organizations use dependent fields that must be filled out for won/lost opportunities

128 Deleting Opportunities In most cases we do NOT recommend deleting Opportunities Deleting an Opportunity is permanent. Linked records will not be deleted, but their association with Opportunity will be lost. Lost Opportunities should remain in the system, marked as Closed-Lost, for tracking and reporting purposes

129 Deleting Opportunities Opportunities can be deleted one at a time, or in groups Either way, you will have to confirm the deletion to avoid accidental deletion

130 Quotes & Products

131 Creating a Quote Best Practice: create Quote from Quotes subpanel on Opportunity record Quotes can also be created from the Navigation bar

132 Creating a Quote

133 Adding Products to a Quote Tax and Shipping Providers apply to the entire quote Add a Group before adding Products

134 Adding Products to a Quote Enter a name for the Group, then click Add Row to enter products

135 Adding Products to a Quote Click the Arrow icon to select a Product from your organization s product catalog You can also type in a Product without using the catalog

136 Adding Products to a Quote You can override the pricing information or add a discount as needed You can also add a comment specific to this line item

137 Adding Products to a Quote You can add multiple Products to a group and multiple groups to a Quote

138 Editing a Quote Click the Edit button to edit any of the Quote details or line items

139 Quote PDFs You can view and a Quote in PDF form We strongly recommend reviewing the Quote before ing it to a client

140 Quote PDFs

141 Creating a Product Quoted items will automatically create Product records and link them to the corresponding Account If the Quote is marked as Lost or Dead, the Products will be removed from the Account Note: The Products module is hidden out-of-the-box and must be enabled by your SugarCRM administrator

142 Creating a Product You can also create Product records to track other relevant assets for an Account

143 Forecasting

144 Forecasting Set Up Using Forecasting requires administrative set up to set up length of time periods, filters, and scenarios

145 Forecasts for Managers Forecast Worksheet

146 Forecasts for Managers Assigning Quotas

147 Forecasts for Managers Click a name to see that user s Forecast Worksheet

148 Forecasts for Managers Adjust the amounts committed by your team before submitting it to your manager

149 Forecasts for Sales Representatives Viewing your Quota

150 Forecasts for Sales Representatives Completing your Forecast Worksheet

151 Forecasts for Sales Representatives Make sure to Save your work as you complete the worksheet Use the dashlets to help you analyze how your changes impact your ability to meet your quota When you are ready, click the Submit button to send to your manager

152 Reports

153 Reports SugarCRM offers standard reports for analysis of your sales data You can also create custom reports to show specific aspects of your data Reports can be viewed in the Reports module Report charts can be displayed on your Dashboard

154 Running a Report Open the Reports module to see a list of available reports to run

155 Running a Report Types of reports Rows and Columns: table of data Summation: chart; summed information Summation with Details: chart with table; table with summed information Matrix: complex table

156 Running a Report Click on the name of a report to open & run it Report results will display directly below the report information panel

157 Running a Report Some reports contain run-time filters This lets you update the filter to control which data is included in the report

158 Exporting a Report Only Rows and Columns reports can be exported! Opens in Excel for further analysis capabilities

159 Scheduling a Report You can schedule a Report to have it ed to you regularly Click the none link to open scheduling options

160 Scheduling a Report Select a time interval and starting date and time Check the Active checkbox Click Update Schedule

161 Customizing Reports You can modify existing reports and create unlimited custom reports through the Report Wizard

162 Creating a Report Report wizard guides you through the steps of creating any report Steps will vary based on type of report that you are creating Steps are displayed across top of screen

163 Creating a Rows & Columns Report Select the type of Report

164 Creating a Rows & Columns Report Select the main module that your report will be about

165 Creating a Rows & Columns Report Filters control which data is included in the report

166 Creating a Rows & Columns Report

167 Creating a Rows & Columns Report You are not required to set any filters Filters marked as run-time can be changed when viewing report to modify which records are included

168 Creating a Rows & Columns Report Display columns: what data fields will be included in report display

169 Creating a Rows & Columns Report Typically multiple fields are selected at this stage Example: If you select Account Name and Industry/Type, that is the only information that would be displayed in the Report

170 Creating a Rows & Columns Report Enter a Name for your report Then click Save and Run button

171 Creating a Summation Report Summation reports compute data and can display a chart

172 Creating a Summation Report Select the main module that your report will be about

173 Creating a Summation Report Apply any desired filters to limit which records are included in the report

174 Creating a Summation Report Group By fields define how the data will be grouped for the report Display Summaries define what calculations will be performed for each group Example: Opportunities grouped by stage with Count summary will count how many opportunities are in each stage

175 Creating a Summation Report The screens for setting group by and display summaries use the same set-up we ve seen:

176 Creating a Summation Report If you want to include a chart, you must select a type of chart to include

177 Creating a Summation Report Enter a Name for your report Then click Save and Run button

178 Creating Summation with Details Creating a Summation with Details report includes all of the steps from both Rows & Columns and Summation reports

179 Creating Summation with Details

180 Creating Summation with Details Select the main module that your report will be about

181 Creating Summation with Details Filters can be used to restrict with records will be included in the report

182 Creating Summation with Details

183 Creating Summation with Details Define Group By: choose field to use for groups

184 Creating Summation with Details Choose Display Columns: choose fields that you want to display in the details section

185 Creating Summation with Details If you want your report to include a chart, you must select what type of chart to use

186 Creating Summation with Details

187 Creating Summation with Details

188 Creating a Matrix Report Matrix reports are summation reports displayed in a grid format and grouped by 2-3 fields

189 Creating a Matrix Report Creating a matrix report includes all steps involved in creating any other type of report Select Module Define Filters Define Group By (must have 2 or 3!!) Choose Display Summaries Chart Options Report Details

190 Creating a Matrix Report

191 Creating a Matrix Report

192 Creating a Matrix Report Add filters so that the report only includes recently won opportunities

193 Creating a Matrix Report Matrix reports must have 2 or 3 Group By fields These become the column and row headers for the report

194 Creating a Matrix Report The display summary controls what is displayed in the table entries

195 Creating a Matrix Report

196 Creating a Matrix Report

197 Outlook Plugin

198 Installing Outlook Plug-in In order for Outlook Integration to work, you must install plug-in Install file is accessed from Profile page

199 Installing Outlook Plug-in Click on Downloads tab of Profile and select correct link for your version of Outlook

200 Installing Plug-in Follow steps of Install Wizard to install plug-in When plug-in is installed, open Outlook and go to Add-Ins tab

201 Installing Plug-in Click Sugar Options button to enter information for your Sugar account and modify other settings

202 Archiving a Received If you have received an in outlook that you want to file on Sugar in the contact s history, select the and click the Archive to Sugar button

203 Archiving a Received Sugar and Outlook will search to match the address to your Sugar Contacts

204 Using Sugar Address Book When sending an from Outlook, you can still access your Sugar address book While composing your , click the Lookup Sugar Address button

205 Using Sugar Address Book Search for the contact(s) that you want to add to the

206 Send & Archive an When you finish composing your , if you want to archive it to the Contact History on Sugar, do NOT click the regular Send button Instead, click the Send and Archive button

207 Syncing Contacts If you want to sync your Outlook & Sugar contacts, you have to specify which Contacts you would like to sync On Sugar, use Mass Update or Edit to set Sync to Outlook value to Yes

208 Syncing Contacts If you want to sync your Outlook & Sugar contacts, you have to specify which Contacts you would like to sync In Outlook, select contacts and click Mark to Sync button

209 Syncing Contacts Use the Sync to Sugar button on the Add-ins tab to start syncing process Synced records will update to mirror changes when sync occurs Warning: deleting synced records may result in deletion from both Outlook and Sugar!

210 Sugar Mobile Access

211 Sugar Mobile Access Options Use mobile browser Any device Phones: Option to use same layouts as web version of Sugar OR use simplified mobile layouts Download and use App Customized mobile layouts designed for use on mobile device May need to be customized by administrator

212 App Options SugarCRM New mobile app ios, Android Versions Sugar Mobile Legacy mobile app ios, Android Sugar Mobile Plus Legacy app Requires set up by administrator ios, Blackberry Corporate+ subscriptions only

213 Sugar Mobile Browser Same layouts Same navigation On some devices (phones) defaults to mobile layouts Can be clunky, but it works

214 Logging in to Sugar Mobile The first time you log in to Sugar Mobile, you will have to enter your credentials

215 Using SugarCRM App

216 Using SugarCRM App

217 Using SugarCRM App

218 Using SugarCRM App

219 Questions?