Bpm online sales. Team Package User Guide

Transcription

1 Bpm online sales Team Package User Guide

2 User guide Contents 1. Bpm online sales overview Bpm online interface Bpm'online interface overview Bpm online home page The command line The communication panel Lists Sorting records in a list Setting up summaries by columns Setting up columns Filters Quick filter Standard filter Advanced filter Folders Static folders Dynamic folders Favorite folders Access rights Section analytics The Chart dashboard component The Indicator dashboard component The List dashboard component The Widget dashboard component The Sales pipeline dashboard component Analytical reports User profile page Bpm online sales configuration The [Leads] section Lead page Lead qualification Lead distribution Lead handoff to sale Actions in the [Leads] section Analytics in the [Leads] section The [Accounts] section Account page Finding and merging duplicates

3 Actions in the [Accounts] section Analytics in the [Accounts] section The [Contacts] section Contact page Finding and merging duplicates Actions in the [Contacts] section Analytics in the [Contacts] section The [Activities] section Calendar Task, call pages page Actions in the [Activities] section Analytics in the [Activities] section The [Opportunities] section Opportunity page Corporate sale process Actions in the [Opportunities] section Analytics in the [Opportunities] section The [Documents] section Document page The document product page Document approval process Actions in the [Documents] section Analytics in the [Documents] section The [Products] section The product page Analytics in the [Products] section The [Knowledge base] section Knowledge base article page Analytics in the [Knowledge base] section The [Dashboards] section The [Feed] section The [Feed] view The [Channels] view Telephony in bpm online Working with telephony CTI panel The [Calls] section Setting up bpm online telephony integration bpm online sales 2

4 User guide 4. Interface setup Section setup Setting up section properties Setting up section pages Setting up a section list Analytics setup Setting up dashboards Dashboard components setup The MS Word printables setup Installing bpm online plug-in for MS Word Registering the MS Word printable Setting up the MS Word printable template Workplaces setup Setting up workplace list Setting up a new workplace Synchronization and import from other systems General import of records Integration with services by the IMAP/SMTP protocol Setting up the IMAP/SMTP service provider Configuring IMAP/SMTP accounts in bpm online Mailbox synchronization setup Receiving and sending messages Integration with the MS Exchange service Setting up the MS Exchange service provider Configuring MS Exchange accounts in bpm online Mailbox synchronization setup Receiving and sending messages Synchronization of the bpm online contacts with the MS Exchange contacts Synchronizing the bpm online calendar with the MS Exchange calendar Integration with the Google organizer Application registration for integration with Google Configuring Google accounts in bpm'online Setting up the synchronization of bpm'online contacts and activities with the Google contacts and calendar Synchronizing the bpm'online contacts with the Google contacts Synchronizing the bpm'online activities with the Google calendar Integration with social networks Setting up bpm online Facebook integration Setting up bpm online Twitter integration

5 Searching for customer information in social networks Web form setup for automatic lead registration Synchronization of user accounts and roles with LDAP LDAP synchronization setup Connecting LDAP entries to bpm online users and roles LDAP synchronization Administration tools The [Users] section The organization chart area in the [Users] section The business unit card The [LDAP users] window The [Users] tab in the [Users] section The user registration card The [Roles] detail in the [Users] section The [Range of allowed IP] detail The [Default permissions] detail in the [Users] section The [Objects permissions] detail in the [Users] section The [Columns permissions] detail in the [Users] section The [Operations permissions] detail in the [Users] section The [Delegated permissions] detail in the [Users] section The [Sessions] detail in the [Users] section The [Synchronize user data with LDAP] action in the [Users] section The [Setup LDAP synchronization] action in the [Users] section The [Update organizational structure] action The [Objects permissions] section The [Default permissions] detail of the [Objects permissions] section The [Object permissions] detail of the [Objects permissions] section The [Columns permissions] detail of the [Object permissions] section The [Access to object for external services] detail of the [Object permissions] section The [Operations permissions] section Operation registration card The [Access rights] detail System operations description The [Lookups] section Lookup registration card The [Columns] detail in the [Lookups] section The [Filters] detail in the [Lookups] section Lookup window Description of the lookups bpm online sales 4

6 User guide 6.5. The [System settings] section The system setting card System settings description The [Change log] section The [Setup log] action in the [Change log] section The [View all changes in selected record] action in the [Change log] section The [Clear log] action in the [Change log] section The system operations audit log

7 BPM ONLINE SALES OVERVIEW Bpm online sales (team package) can be used to handle a large scope of tasks. These tasks can be grouped into a number of functional blocks. MAINTAINING GENERAL INFORMATION ABOUT ACCOUNTS AND CONTACTS Bpm online sales uses ACCOUNTS and CONTACTS sections to maintain a common database of company's customers, competitors and branches. The application integrates with social networks, allowing to populate the contact database with information. Features include duplicates search and merge, customer segmentation and advanced analytics tools. The [Accounts] section The [Contacts] section MANAGING COMMUNICATIONS Corporate social network is designed for internal discussion of company's important matters and posting news. Also, bpm online sales provides convenient means of maintaining work schedule, planning future tasks and appointments. Integration with various clients allows to have all e- mails consolidated. ACTIVITIES and FEED sections are designed specifically for handling such tasks. The [Activities] section The [Feed] section MANAGING LEADS LEADS section is designed to manage new and existing customers' interests to your products, and to monitor sources of each lead. You can import existing data from an Excel file or set up a web-to-lead form that will automatically add new leads into bpm online sales upon registration on your website. The LEADS section is based on the unique leads management process that you can use to nurture leads from winning a potential customer, through qualification and distribution stages, to handoff. After you added a lead, the system will check the data, create the new contact and will guide you through the process and give you hints regarding your next step. The [Leads] section MANAGING OPPORTUNITIES The corporate sale business process, which is the foundation of the OPPORTUNITIES section, represents world's best practice in sales management. The process allows to simultaneously handle a big number of deals as the system suggests the necessary steps for each opportunity phase, from prospecting to signing a contract. You can use the sales pipeline and other analytical statistics to estimate efficiency at each phase of an opportunity and to determine the bottlenecks. The [Opportunities] section MANAGING DOCUMENTS Use the DOCUMENTS section to manage commercial documents, such as contracts, addenda, incoming documents. You can create new documents based on predefined templates, and to register the already existing materials. At the same time, you can attach a soft copy of a document for a quick access to its hard copy. Also, bpm online sales features a standard approval process that allows to automate document approval stages. bpm online sales 6

8 User guide The [Documents] section MANAGING PRODUCTS Products can be added in the system both manually and by importing from an Excel file. Price information is maintained in the PRODUCTS section of bpm online sales. Also, functionality of static and dynamic groups can be used to consolidate products by different criteria. The [Products] section MANAGING KNOWLEDGE KNOWLEDGE BASE is the source of commercial information. Here you can store answers to the frequently asked questions, excerpts from documents, company procedures and other information that may be useful for work. The articles can be supplemented with files or links to web sources, consolidated in groups, and commented on. The [Knowledge base] section 7

9 BPM ONLINE INTERFACE CONTENTS Bpm'online interface overview Bpm online home page The command line The communication panel Lists Filters Folders Access rights Section analytics User profile page bpm online sales 8

10 User guide BPM'ONLINE INTERFACE OVERVIEW The bpm'online interface (Fig. 1) consists of the side panel, notification panel, command line and the content of the page that is displayed at the moment. Fig. 1 Bpm online interface THE SIDE PANEL (1) The side panel (or the section panel ) is located in the left part of the screen and is used to navigate through the workplaces and sections. Also, the side panel contains buttons for quick access to the basic system operations. Side panel buttons the Home button contains a list of additional commands: [Main menu] opens the home page. Read more [Run process] opens the process start window. NOTE Detailed description of business process automation can be found in the bpm online business process documentation. [Collapse section panel]/[expand section panel] manage the status of the side pane. [Workplace] the list of available workplaces. When you change a workplace, the list of available sections in the side panel will change too. You can edit the list of workplaces and sections. Read more [User profile] opens the user profile page. Read more [Exit] ends the current session. This command opens the login page. opens the process start window. If no process has been set up for this button, clicking it opens a window containing the list of all business processes available in bpm online. If there is at least process set up for this button, clicking it opens a menu containing additional commands: 9

11 Bpm'online interface overview Run process the list of main business processes available. [Another process] opens a window with the list of all business processes available in bpm online. NOTE You can set up the process start button in the [Process library]. Detailed description of the [Process library] can be found in the bpm online business process documentation. opens the quick add menu. Select the needed command from the menu to open a new record page in the corresponding section. NOTE The menu structure can be set up using the [Quick add menu setup] lookup., collapses/expands the side panel. The collapsed panel displays action buttons and the icons of the current workplace sections. The expanded panel displays action buttons, section names and the current workplace name. Selecting a workplace Navigation between the user workplaces is done using the menu on the side panel (Fig. 2). To make the menu available, expand the side panel. Fig. 2 Selecting a workplace in the side panel menu THE COMMUNICATION PANEL (2) The communication panel is located on the right side of the screen and is used for viewing the system notifications for the current user as well as the message feed from another users. Read more THE COMMAND LINE (3) Command line is used to search for records, add new ones, as well as to perform other actions by entering text commands. Read more THE FOLDER AND FILTER AREA (4) The area is used to extend the settings of data filters, as well as to work with the folders of the sections. THE WORKING AREA (5) Depending on the section and the selected view, the working area displays the list of records (for example, the contact list in the CONTACTS section), the record page, the analytics tools of the current section, as well as the special pages, for example, the main menu page or the calendar in the ACTIVITIES section. bpm online sales 10

12 User guide SEE ALSO Bpm online home page Telephony in bpm online Workplaces setup The communication panel The command line Filters Folders 11

13 Bpm online home page BPM ONLINE HOME PAGE The bpm'online HOME PAGE can be used to open system sections, user profile and for quick access to the basic actions that affect the entire system. To open the bpm online home page, click the button on the side panel and select the [Main menu] command. In the center of the page there is a list of sections grouped by specific workplaces. To open a section, click the corresponding link. The [Settings] menu is used for advanced system-wide setup and administration. The [Profile] button opens current user's profile that can be used to configure personal settings. The [Exit] button is used to log out. Settings Profile SETTINGS The [Settings] button menu contains the following commands. Advanced settings Workplace setup Web form setup Audit log Process log Create new section Opens the administrator workplace page. Selecting the command opens the additional tab where the sections used by the system administrator are displayed. [Lookups], [System settings] and [Users] are examples of the utility sections. Opens the workplaces setup page. Allows to define the list of sections available for the various user groups. Opens the web form setup page. The web forms are means of generating leads using a website. Once the web form is filled out, a lead will be created in bpm online sales. Opens the page containing the information about the events that occur in the system, for example, user authorization, modifying the user role structure, modifying access rights to objects. Read more Opens the PROCESS LOG section for managing the running processes and viewing statistics on completed processes. Starts section wizard. Read more PROFILE The profile page is used to set up individual settings for each system user. Read more SEE ALSO Workplaces setup Section setup User profile page The system operations audit log bpm online sales 12

14 User guide THE COMMAND LINE Use the bpm online COMMAND LINE (the field labeled What can I do for you? ) to quickly access the frequently used operations, such as customer search, opening a record page or running a business process. Type which action you need done and click GO or press the [Enter] key. For example, enter the command Create Contact to instantly open a new contact page or Run Process to launch the corresponding business process. The command line can recognize several variations of the same command. For example, both the Create Contact and the Add Contact are valid commands. The command line is essentially similar to the search line of web search engines. If you enter a partial command, the system will offer you a list of several options. For example, if you enter Create A, the system will offer the following options: Create Account and Create Activity. CONTENTS Navigation Searching for records Creating records Running business processes The command line setup NAVIGATION You can use the GO TO SECTION command of the command line to quickly display contents of any folder in any section. For example, while working with the Activities section you can easily open the Customers folder of the Accounts section. To do so, enter the command: Go to section Accounts Customers. When you enter the command, the drop-down list will display commands for opening other folders of that particular section. SEARCHING FOR RECORDS To search for records, enter the SEARCH command in the command line. The drop-down list will display commands that can be used to search for records of various types, such as Search Contact, Search Activity, etc. You can also run a quick search of contacts, accounts or records of the opened section by simply entering the needed text, for example, title of a knowledge base article or a person's name. CREATING RECORDS To create records from the command line, use the ADD command. When you enter it, the drop-down list will display commands for creating records in various sections, such as Add Activity, Add Contact, etc. The name of the new record can also be specified as part of the command. For example, enter Add Contact Jones in order to create a contact whose last name is Jones. As a result, a contact page will open, and the [Contact name] field will contain Jones. 13

15 The command line RUNNING BUSINESS PROCESSES To start a business process, enter the RUN PROCESS command and the process name in the command line. For example, if there is a New employee registration business process set up in the system, enter the Run process New employee registration. NOTE The list of processes available for selection in the command line is defined in the [Process library] section. Managing business processes is described in a separate book. THE COMMAND LINE SETUP To create new commands for the command line, enter: ADD CUSTOM COMMAND. You can specify the command text (for example, My tasks ), select the key word (for example, Go to section ) and then stipulate additional parameters depending on the selected key word (for example, you can choose the [Activities] section and dynamic folder My tasks ). Key words represent types of operations that can be performed by the command line. Search for finding records. Go to section for navigating through sections and folders. Add for creating records in system sections. Run process for launching a business process. bpm online sales 14

16 User guide THE COMMUNICATION PANEL The COMMUNICATION PANEL (Fig. 3) is located on the right side of the screen. It is used for viewing the system notifications for the current user and the message feed from another users. Fig. 3 The communication panel The communicational panel consists of the following tabs: CTI PANEL. This is a telephony tool in bpm online. You can make and receive calls directly in the system. The CTI panel will be displayed once the telephony setup is completed. FEED. The detail displays the messages of the FEED section. Use the tab to view messages you follow, as well as to add new messages and comments. The functionality of the tab is identical to the functionality of the [Feed] section. NOTIFICATIONS. Displays notifications about activities and documents created by you and other users. It also displays system messages, for example, about completed actions in the system. FEED NOTIFICATIONS. This tab displays the notifications related to your publications in the corporate social network, for example, when someone commented on or liked your post in the feed section. APPROVALS. This tab displays the list of notifications about documents that must be approved. You can create reminders about documents, and activities for their owners by selecting the [Remind owner] checkbox on the record page and specifying the date/time of the reminder. When working with notifications, you can either open a record for which the notification was created or put off the notification to a later point in time. The number of unprocessed messages is displayed on the notifications panel tab. LATER IN THIS CHAPTER Handling notifications Creating reminders SEE ALSO The communication panel The [Feed] section > The [Feed] view 15

17 The communication panel Document approval process HANDLING NOTIFICATIONS To view the list of pending notifications, click the notification panel will open in the right side of the screen. button on the communication panel. The NOTE The button displays the total number of active notifications for the current user. Handling reminders A notification appears on the notification panel on the date/time when it is due. The name of a reminder is corresponding to the primary field of the record. For example, the Call customer reminder will be created for the Call customer task, and the document reminder will be named according to the document number. The record type (for example, Activity or Call ) is also specified in notifications. To view the page of the record for which the reminder was created, click its caption. Use the actions menu (Fig. 4) to cancel or reschedule the reminder for later. Canceled and rescheduled reminders are not shown on the notification panel. Fig. 4 Notification actions menu Use the [Postpone all] menu or the [Cancel all] button to postpone or cancel all active reminders. Handling approval notifications Information about objects that require your approval is displayed on the [Approvals] tab. The name of the notification is corresponding to the number of a document that must be approved. To view the record page, click the caption. Notifications also display the date of submitting for approval. Use the approvals actions menu to (Fig. 5) to specify the result of approval or to change the approver. bpm online sales 16

18 User guide Fig. 5 Approvals actions menu [Approve] sets positive result of approval. [Reject] use this action if the document, needs to be improved. NOTE When approval or rejection is received, a pop-up window will open where you can enter your comments to the approval, for example, specify the rejection reason. The comment will be displayed in the corresponding field of the approval page. [Change approver] use this action to assign a different user as the approver. The action opens the window where you can choose the required user or the user group. Changing approver is only available for those approvals that have the [Delegation permitted] checkbox selected on the approval information page. NOTE You can also process an approval using the [Approvals] tab on the page of the required document. The approval procedure is described in a separate chapter. WORKING WITH FEED NOTIFICATIONS The FEED NOTIFICATIONS tab informs you about the feedback received from other users on your post or a comment in the feed. This tab displays the following notifications: When someone commented on a user's post in the corporate network feed. When someone liked a user's post or a comment using the [Like] button. The notification text displays the message that got feedback. Unread notifications are visually emphasized. Click a notification to mark it as read. As a result, the visual emphasis will be removed. NOTE If a feed post is too long, the notification will only display a part of it. CREATING REMINDERS To create a reminder for yourself or another user about an activity, do the following: 1. Open the page of the record that you wish to create a reminder for. For example, to create a task reminder, open the corresponding task page. 2. Select the checkbox in the reminder field: 17

19 The communication panel a. Select the [Remind owner] checkbox to create a reminder for the user specified in the [Author] field of the activity page. b. Select the [Remind author] checkbox to create a reminder for the user specified in the [Author] field of the activity page. 3. Specify the date and time when the reminder should be displayed for the user. 4. Save the record. As a result, at the specified time the reminder will appear on the notifications panel for the user indicated in the [Owner] or [Author] field of the corresponding record. bpm online sales 18

20 User guide LISTS Data in the system sections as well as on some page details (for example, on the ACTIVITIES detail of the account page) is displayed as list. A LIST contains records, and each record contains a field group. In this view, the s and web addresses are displayed as links. Clicking a web address opens a window containing the specified web page. Clicking an address opens a window where you can create a new message using the default mail client. Some other values in the system are also displayed as links to allow quick switching between the records. For example, the value in [Owner] field of the ACTIVITIES section is displayed as link to allow you to switch from the activities list to the activity's owner page. LIST VIEWS There are two basic views a section can be displayed in. The list view (Fig. 6) displays records in the form of a simple table. Every object field has a corresponding column. Fig. 6 The list view In the tile view (Fig. 7), fields can be displayed in several rows for each record. Fig. 7 The tile view 19

21 Lists You can choose between the list view and the tile view while setting up the list. When a record page opens the list is displayed in the additional vertical view (Fig. 8). In this view, the list data is displayed in a column. Each field of the record corresponds to a certain line in the vertical view. When you toggle between records in the vertical view, the right side of the page displays the detailed information about the selected record. Fig. 8 The vertical view THE EDITABLE LIST In bpm online you can edit records directly in the list without opening the corresponding pages. The editable list (Fig. 9) is used for fast and frequently changing objects, for example, records on the [Products] detail in the [Documents] section. Fig. 9 The editable list Adding a record 1. Create a new record on the detail. An additional string will appear in the editable list. Fill in the values. 2. Click the area where the needed field is, and enter the value (Fig. 10). bpm online sales 20

22 User guide Fig. 10 Filling in the field NOTE An editable field is underlined by a dotted line. 3. To fill in the next field of the record, press the [Tab] key or click the area where the needed field is. 4. When all needed fields are filled in, save the record using the [Ctrl]+[Enter] key combination or by clicking the button. NOTE If all requested fields of the record are filled in, the record will be saved automatically after clicking outside of the string area. Canceling changes To correct a mistake made when editing a record, cancel the changes by pressing the [Esc] key or by clicking the button. As a result, all unsaved changes will be canceled. When adding a new record, click the button ([Esc] key) to delete the record. Deleting records To delete a record, use the button. When deleting a previously saved record, the system will display an additional confirmation message. If the record is not saved yet, the notification about the deletion option will not be displayed. LIST SETUP You can customize the appearance of the list, its field group and the data sorting. You can also bring up the summary information for displayed records. To set up lists, use the [View] menu (Fig. 11). Fig. 11 The list setup menu Menu commands: 21

23 Lists [Sort by] sorts the list records by the selected column data. [Set up summaries] sets up how the summaries are displayed: the number of records, amount, average, maximum or minimum value by the data in the selected columns; [Set up columns] sets up the list of displayed columns, changes their order and appearance. LATER IN THIS CHAPTER Sorting records in a list Setting up summaries by columns Setting up columns SEE ALSO Filters Folders SORTING RECORDS IN A LIST For convenience, the section records can be sorted by the values in the selected column in ascending or descending order. To sort records, select the [Sort by] command in the [View] menu. The columns displayed on the section page are listed in the submenu. The sorting order (ascending or descending) is indicated next to the name of the column by which sorting is done. For example, all records of the ACTIVITIES section can be sorted by the values in the [Due] column in descending order (Fig. 12). Fig. 12 Data sorting To sort records by column, select the [Sort by] command in the [View] menu. Then select the needed column. Selecting the column repeatedly changes the sort order. To display the needed column in the menu, set up the section list. In the list view you can quickly sort records by clicking the column caption (Fig. 13). bpm online sales 22

24 User guide Fig. 13 Quick data sorting in the list view NOTE Bpm online automatically saves sorting parameters for each user individually. To set default sorting parameters, click the [Restore default settings] button in the user profile. In this case, all custom settings including sorting will be discarded in all system sections. SEE ALSO Setting up columns User profile page SETTING UP SUMMARIES BY COLUMNS Set up the summaries to display the summary information based on the data in the section columns. Select the [Set up summaries] command in the [View] menu to manage summaries (Fig. 14). Fig. 14 The [Set up summaries] command The set up summaries will be displayed in the top right part of the section area (Fig. 15). Fig. 15 Summaries area in a section Summaries are used to calculate: the total number of records (available for all columns). For example, you can calculate the number of the registered customers in the CONTACTS section. 23

25 Lists the minimum or maximum value in a column (available for numeric columns, date/time columns). For example, in the ACCOUNTS section, you can find out the latest date when a new company was added. The sum or the average value in a column (for numeric columns only). For example, in the ACTIVITIES section, you can display the average activity duration. If the section records are filtered (for example, a folder is selected, or one or more filters are applied), then summaries will be calculated only for the filtered records. For example, if you want to calculate the number of customers from New York, set the corresponding filter and display summaries. (Fig. 16) Fig. 16 Display of summaries for filtered records CALCULATING THE NUMBER OF RECORDS IN A SECTION To display the key value, click the [Show] button. 1. Open the needed system section. 2. In the [View] menu, select the [Set up summaries] command.(fig. 14). 3. Select the [Display number of records] checkbox on the opened page (Fig. 17). Fig. 17 The [Display number of records] checkbox 4. Click the [Save] button to save the user settings. As a result, the total number of system records will be displayed in the summary area. CALCULATING SUMMARY AMOUNT BY A NUMERIC COLUMN Described below is the procedure of setting up summaries by column values, using the average activity duration value as an example. To do this: 1. Open the needed section, for example, the ACTIVITIES section. 2. In the [View] menu, select the [Set up summaries] command.(fig. 14). 3. On the opened page, click the [Add] button. bpm online sales 24

26 User guide 4. In the list, select the numeric column the summaries should be displayed by, for example, Duration (minutes). Click the [Select] button (Fig. 18). Fig. 18 Selecting a column NOTE To select a column of a subordinate object, click the object from the list. button and select the needed subordinate 5. On the summary setup page, specify the display parameters for the summary information: a. Select the function from the list for calculating data, for example, Average. b. Enter the caption that will be displayed in the summary area, for example, Average duration (minutes), and click the button. c. Click the [Save] button to save the user settings (Fig. 19). As a result, the average activity duration will be displayed in the summary area of the ACTIVITIES section. Fig. 19 Setting up summaries by column values of an object To view summaries for specific records, apply a filter or select a folder. For example, you can specify the owner, activity category and the required period of time. REMOVING THE SUMMARY INFORMATION To remove summaries from the page, click the (Fig. 20). Fig. 20 Removing the summary information button next to the record in the summary area 25

27 Lists SEE ALSO Filters Folders SETTING UP COLUMNS You can select columns that will be displayed in the list, as well as set up their width, sequence, and appearance. Any list can be set up individually for each system user. You can display columns of the current and connected objects. For example, you can display the [Primary contact] column, as well as the [Job title] column connected to the [Primary contact] column for the Account object. Similarly, you can display the [Account] column, as well as the [Job title] column of the Account object for the Activity object. Also, the list can display aggregate columns that show the summary information about the subordinate objects. For example, for the Account object, you can calculate the number of activities by account; for the Contact object, you can display the date of the last call by customer, etc. NOTE Objects that contain fields with the current object specified are called subordinate objects or objects with reverse connection. The name of the connected column is generated in the format Object.Column, for example, Primary contact.job title or Account.City. The name of the aggregate column is generated in the format Function(Object (the way it is connected)).column. For example, to see the date of the last activity registered for a contact, display the following column in the list: Maximum(Activity(by column Contact)).End date. The column caption that is displayed in the list can be customized. CONTENTS Setting up columns in the tile view list Adding the current object column Adding an aggregate column in the list SETTING UP COLUMNS IN THE TILE VIEW LIST Select the [Set up columns] command in the [View] menu to open the columns setup page (Fig. 21). bpm online sales 26

28 User guide Fig. 21 The columns setup window The columns setup area consists of cells that can be filled in with the needed columns. Cells in the tile view can consist of several rows, and cells in the list view can consist of only one row. Use the [+] and [-] buttons to manage the width of columns. You can widen a column only if there is a free cell next to it. To move a column, select it and then drag it to an empty cell holding the left mouse button. To hide a column, select it and then click the [Delete] button. If there are no columns in the row after the column has been removed, then the row will be hidden. To add a new column, click the button. If you add a column in the lowest row of the tile list, then additional empty row will be added below. To set up display parameters for a column, select it and then click the [Set up] button. In the tile view, you can change or hide column captions, specify functions and filters for calculating aggregate columns, as well as select the caption style. To save changes, click the [Save] button. The changes will be saved for the current user. If the column settings must be saved for all users, select the [Save for all users] command from the [Save] button menu. NOTE To remove custom column settings in all sections, click the [Restore default settings] button in the user profile. ADDING THE CURRENT OBJECT COLUMN Described below is the procedure for adding current object columns to the list. For example, to display the [City] and [Department] columns in the CONTACTS section: 1. Open the CONTACTS section. 2. In the [View] menu, select the [Set up columns] command. 27

29 Lists 3. On the column edit page, click the button. 4. Select the column to be displayed, for example, City. Click the [Select] button (Fig. 22). Fig. 22 Selecting a column to be displayed 5. In the column settings area, select the added column and widen it by clicking the [+] button (Fig. 23). Fig. 23 Widening a column 6. Use the same procedure to add the [Department] column. Click the [Save] button. As a result, the selected columns will be displayed in the CONTACTS section list (Fig. 24). Fig. 24 Setting up columns in the [Contacts] section bpm online sales 28

30 User guide ADDING AN AGGREGATE COLUMN IN THE LIST You can display aggregate (calculated) columns of the connected objects. For example, you can get the summary information about the Account object by the connected Activity object. To display the number of activities connected with each account in the ACCOUNTS section: 1. Open the ACCOUNTS section. 2. In the [View] menu, select the [Set up columns] command. 3. On the column setup page, click the button. 4. In the opened column selection dialog window: a. Click the button near the object name. b. In the added field, select the object with the reverse connection, for example, Activity (by column Account). c. In the [Column] field, specify the column of the connected object, for example, Quantity. d. Click the [Select] button (Fig. 25). Fig. 25 Selecting an aggregate column 5. On the opened page, specify the display and filter parameters for the selected column (Fig. 26). 29

31 Lists Fig. 26 The column setup page a. Enter the caption for the column to be displayed, for example, Number of activities. b. In the [Column appearance] field, select the text size for the column caption. For example, if you need to display the caption in upper-case, select the Title format. c. Specify the filter for data aggregating, if necessary. For example, to display only those activities that are connected with the specified owner, apply filtering by the [Owner] field. 6. Click the [Save] button on the column setup page. 7. Save the column setup parameters. As a result, the accounts list will display the number of activities of the current user for each account. NOTE The [Format] detail is available in the tile view only. bpm online sales 30

32 User guide FILTERS The following tools can be used to search and filter records in bpm online: Quick filter; Standard filter; Advanced filter. Controls for managing filters are located in the upper part of a section page (Fig. 27). Fig. 27 Filter area To manage standard and advanced filters, use the [Filter] menu. To change the parameters of the applied filter, click the filter and edit the needed fields in the filter area. To remove a filter, click the button in its right part (Fig. 28). Fig. 28 Canceling one filter NOTE The [Filter] menu is also used to manage folders. If some folders have been marked as favorite, their list will be displayed in the [Filter] menu. More information about the working with folders can be found in a separate chapter. LATER IN THIS CHAPTER Quick filter Standard filter Advanced filter SEE ALSO Lists Folders QUICK FILTER Certain sections in bpm online have quick filters. Use a QUICK FILTER to filter data by the most frequently used conditions (Fig. 29). Fig. 29 Using the quick filter For example, the [Activities] section contains a quick filter as it is needed to analyze employee's activity during the specified period of time. By default, quick filters are enabled. Quick filter parameters may vary depending on a section. CONTENTS Filtering by time period Filtering by owner 31

33 Filters FILTERING BY TIME PERIOD You can filter records by time period, for example, to display the activities for the current or previous week. There are three quick filter presets: show records for the current day; show records for the current week; You can select a standard period, for example, Yesterday, Current week, Next week, Previous month, and so on. You can also set a custom period by specifying its start and end dates using the built-in calendar. NOTE Previous, current and next week are considered to be a calendar period. For example, if the previous month was December, then when you select the Previous month period in the [Activities] section, the activities will be displayed for the period of time between 1st and 31st of December. NOTE Use the advanced filter to display records by quarter, half year or other custom periods in the list. To set up custom filter period, select start and end date of the period using the built-in calendar. You can open the calendar by clicking the start or end date of the period (Fig. 30). Fig. 30 Opening the calendar filter FILTERING BY OWNER Apply a filter by owner, for example, to display activities by one or more employees. To view data by a certain owner, select the user's name in the filter menu. To view data about several owners, select the [Add owner] command in the menu and specify the user in the opened window. To cancel a filter by owner, select the [Clear] command in the filter menu. SEE ALSO Standard filter Advanced filter bpm online sales 32

34 User guide STANDARD FILTER The STANDARD FILTER is used to search for records by the values specified in one or more columns. For example, to search for all companies of the specified type or activities that have the specified status and priority. CONTENTS Applying a standard filter Applying multiple standard filters APPLYING A STANDARD FILTER 1. In the [Filter] menu, select the [Add condition] command (Fig. 31). Fig. 31 Adding standard filter conditions 2. In the appeared fields, specify a filter condition. Select a column which you want to search records by and specify the column value (in full or partly). To apply the filter conditions, click the button (Fig. 32). Fig. 32 Applying standard filter conditions As a result, the section list will display the records that match the applied filter condition. APPLYING MULTIPLE STANDARD FILTERS You can apply more than one standard filter in a section. To add more filters, select the [Add condition] command in the [Filter] menu once again and specify a filter condition. Once several standard filters are applied, the list will contain only those records that match all filter conditions. SEE ALSO Quick filter Advanced filter ADVANCED FILTER If you need to apply more complex filter that may contain several search parameters and conditions, use the ADVANCED FILTER. For example, you can use it in the [Activities] section to display all meetings and calls related to new customers. To apply the advanced filter, select the [Switch to extended mode] command in the [Filter] menu (Fig. 33). 33

35 Filters Fig. 33 Switching to the extended filter mode CONTENTS Applying an advanced filter by object columns Applying an advanced filter by connected object column Applying the advanced filter with grouping filter conditions Applying an aggregate filter Applying filter by time period APPLYING AN ADVANCED FILTER BY OBJECT COLUMNS You can apply filter by current section column (for example, you can filter activities by the [End date] column of the Activity section or contacts by the [Job title] column of the Contact section). For example, to filter uncompleted activities that were changed within last two weeks in the [Activities] section: 1. Open the [Activities] section. In the [Filter] menu, select the [Switch to extended mode] command (Fig. 33). 2. In the filter setup area, click the <Add condition> link. 3. In the [Column] field of the opened window, select the needed column, for example, [Status], and click the [Select] button (Fig. 34). Fig. 34 Selecting a column for the advanced filter 4. On the filter page, select the needed parameters: a. Select the condition type by clicking its symbol, for example, =. b. Click the <?> link. On the opened window, specify the values for the selected column, for example, Not started and In progress. Click the [Select] button (Fig. 35). bpm online sales 34

36 User guide Fig. 35 Selecting a value for a column 5. Similarly, add the remaining conditions. For example, specify the threshold dates for the records that were modified. 6. Specify the logical operator for the added conditions, for example, AND, by clicking it (Fig. 36). Fig. 36 Selecting a logical operator NOTE The AND logical operator is applied if the record must match all conditions in the group. Apply the OR logical operator if the record must match at least one of the conditions in the group. NOTE By default, the filter area contains one empty root group with the logical operator AND. 7. Click the [Apply] button. As a result, only uncompleted activities that were changed within the specified period will be displayed in the [Activities] section. APPLYING AN ADVANCED FILTER BY CONNECTED OBJECT COLUMN You can filter records by the columns of the current record and of the objects connected to it. For example, activities can be filtered by the category of the connected account (the [Type] column of the [Accounts] section). For example, to filter activities in the [Activities] section by certain type of company: 35

37 Filters 1. Open the [Activities] section. In the [Filter] menu, select the [Switch to extended mode] command (Fig. 33). 2. Click the <Add condition> link. 3. On the opened column selection page: a. Click the button near the object name. b. In the added field, select the connected object, for example, Account. c. In the [Column] field, specify the column of the connected object, for example, Type. d. Click the [Select] button (Fig. 37). Fig. 37 Selecting a column of the connected object 4. On the filter setup area, select the needed parameters: a. Click the symbol of filter condition to change its type. By default, the = condition is indicated. b. Click the <?> link. In the opened window, select the needed value for the selected column, for example, Customer. Click the [Select] button. 5. Click the [Apply] button (Fig. 38). Fig. 38 Applying filter conditions As a result, only activities that are connected to the Customer type accounts will be displayed in the section list. APPLYING THE ADVANCED FILTER WITH GROUPING FILTER CONDITIONS You can create advanced filters with several logical operators. For example, you can display all customer accounts who reside in New York, as well as those that have no city specified: 1. Open the ACCOUNTS section. In the [Filter] menu, select the [Switch to extended mode] command (Fig. 33). bpm online sales 36

38 User guide 2. To apply the Type = Customer condition: a. Click the <Add condition> link. b. In the opened window, select the account column, for example, Type. Click the [Select] button. c. In the filter setup area, click the <?> link. In the opened window, select the needed value for the selected column, for example, Customer. Click the [Select] button. 3. Add the City = New York condition in the same manner. 4. To apply the City is not filled in condition: a. Click the <Add condition> link. b. In the opened window, select the City column. Click the [Select] button. c. In the filter setup area, click the condition type and select the is not filled in condition in the menu. 5. Group the needed conditions and set a different logical operator for them: a. Holding down the Ctrl key, select those conditions that should be grouped (Fig. 39). Fig. 39 Selecting filter conditions to be grouped b. In the [Actions] button menu, select the [Group] command (Fig. 40). Fig. 40 Grouping filter conditions As a result, the selected conditions will be combined in a separate group. c. Set AND as the logical operator of the root group and OR as operator for the newly created group by clicking the operator name (Fig. 41). 37

39 Filters Fig. 41 Setting a logical operator for the group of filter conditions 6. Click the [Apply] button. As a result, only the accounts of the Customer type for which the New York value or no value is specified in the [City] field will be displayed in the section. APPLYING AN AGGREGATE FILTER The aggregate filter allows to filter object records by the connected records in objects with the reverse connection. The following filter conditions can be applied in the aggregate filter: COUNT a certain number of the connected records exists in the object with the reverse connection for the filtered records. For example, you can filter employees that are specified in the [Owner] field for five or more accounts. NOTE Information about employees is contained in the CONTACTS section. MAXIMUM / MINIMUM for the filtered records, the object with the reverse connection contains records with a specific maximum (minimum) value in the numeric or the date column. For example, you can select employees whose last task was completed last week. SUM, AVERAGE for the filtered records, the object with the reverse connection contains the connected records with the particular sum of values or the average value in the numeric column. For example, you can filter employees whose average task duration is greater than two hours. Applying the aggregate filter is identical to applying the filter by connected object columns. For example, you need to obtain a list of employees that are owners for the accounts of the Customer type. Applying the following aggregate filter will help you compile this list: 1. Open the section whose records must be filtered, for example, CONTACTS. In the [Filter] menu, select the [Switch to extended mode] command (Fig. 33). 2. Click the <Add condition> link. 3. In the opened column selection window (Fig. 42): bpm online sales 38

40 User guide Fig. 42 Setting up a reverse connection object column in the aggregate filter a. Click the button next to the object name. b. In the added field, select the object with the reverse connection. For example, to apply an aggregate filter by the [Owner] column of the [Accounts] section, select Account (by column Owner). c. In the [Column] field, specify the column of the object with the reverse connection, for example, Quantity. d. Click the [Select] button. 4. In the filter setup area (Fig. 43): a. Select the filter conditions. In this case, the condition is Quantity > 0. b. Apply the necessary additional conditions: For example, if you need to display only those contacts that are owners for accounts of the Customer type, add this condition to the filter. Fig. 43 Applying filter conditions for an aggregate filter 5. Click the [Apply] button. As a result, the employee record will be displayed in the CONTACTS section, only if there is an account for which this contact is specified in the [Owner] field. SEE ALSO Quick filter Standard filter 39

41 Filters APPLYING FILTER BY TIME PERIOD To display data related to a certain period of time, specify this period in the filter conditions. For example, you can view the activities that occurred during your business trip three weeks ago. To do this: 1. Open the needed section, for example, the [Activities] section. 2. In the [Filter] menu, select the [Switch to extended mode] command (Fig. 44). Fig. 44 Switching to the extended filter mode 3. When filter area opens, select the beginning of the period you want to display records for. To do this: a. Click the <Add condition> link (Fig. 45). In the opened window, select the needed date column, for example, "Start", to sort activities by the start date. Fig. 45 Adding column to filter condition b. Choose condition type next to the added column (Fig. 46), for example, (greater than or equal to), to set this period as the filter start date. Fig. 46 Selecting filter condition type bpm online sales 40

42 User guide c. In the <?> link menu, select the [Specify exact date] command (Fig. 47). Fig. 47 Specifying the exact date of filter period d. In the opened window, click the button to open the built-in filter calendar, and select the needed date (Fig. 48). Fig. 48 Built-in filter calendar 4. Similarly specify the filter end date. a. Add the Start column to the filter condition to sort activities by the start date. b. Then select the (less than or equal to) condition type. c. Select the date from the built-in calendar. 41

43 Filters 5. Make sure that the AND logic operator is set for the added filter conditions. 6. Apply the filter by clicking the corresponding button. Fig. 49 Applying filter As a result, only activities that started within the specified period will be displayed in the [Activities] section. Standard filter periods To facilitate working with filters, use standard filter periods. For example, you can easily display records for the previous, current, as well as for the next week. Standard periods are available in the <?> link menu of the filter condition (Fig. 50). Fig. 50 Selecting standard filter period HOUR The menu includes commands that allow to display records for the previous, current or next hour, as well as for a certain amount of previous or next hours. Also you can set exact time to the minute as a filter value. To do that, select the [Exact time <?>] command and enter the needed time value in the following format H:MM, for example, 2:43 PM. Also you can select a standard time value from the field. bpm online sales 42

44 User guide To define the number of previous or next hours, select the [Previous hours <?>] or [Following hours <?>] command, accordingly. Enter the needed number in the appeared field. Only integer numbers are available. Please note that previous, current or following hour is not an hour from the current moment but a full hour starting from the 1st till the 60th minute, for example, from 9:00 till 9:59 inclusive. So if the current time is 2:34, the following hour is the period from 3:00 till 3:59 inclusive, not from 2:34 till 3:33. DAY The menu consists of commands that allow to display records for the previous, current or next day, as well as for a certain amount of previous or next days. You can also use a specific day of the month or week as a filter value. To set a specific day of the month as a filter value, select the [Day of the month <?>] command and enter the needed date in the appeared string. To set a specific day of the week as a filter value, click [Day] > [Day of the week <?>] and select the needed day, for example, Tu or We. WEEK The menu includes commands that allow to display records for the previous, current or next week. Previous, current or next week is a calendar period from Monday till Sunday. It is not a 7-day period starting from the current day. For example, if today is Wednesday, the next week is the period from next Monday till Sunday, not the following 7 days from the current day. MONTH The menu includes commands that allow to display records for the previous, current or next month. You can also use a specific month as a filter value. To set a specific month as a filter value, click [Month] > [Month <?>] and select the value, for example, December. Please note that previous, current or next week is a calendar period. For example, if the previous month was December, then when you select the Previous month period, the records for the period from December, 1st till December, 31st will be displayed. QUARTER The menu includes commands that allow to display records for the previous, current or next quarter. The previous, current or next quarter is a 3-month period: The Ist quarter includes the 1st, 2nd and 3rd months of the year (January, February, March), the IIst quarter includes the next three months (April, May, June) and so on. For example, if it's August, the next quarter is the period that includes October, November and December (the IVth quarter). HALF-YEAR The menu includes commands that allow to display records for the previous, current or next half-year. Previous, current or next quarter is a 6-month period: The period from January till June is considered the Ist half-year. The IInd half-year includes the July - December period. For example, if it's August (included in the IInd half-year), than the next half-year is the time period from January till June of next year. YEAR The menu includes commands that allow to display records for the previous, current or next year. You can also use a specific year as a filter value. 43

45 Filters Previous, current and next year is a calendar period. For example, if it's August, 2014, the next year is the period from January till December of 2015 inclusive. It's not a 12-month period starting from August, SEE ALSO Quick filter Standard filter bpm online sales 44

46 User guide FOLDERS Use the folder area (Fig. 51) to group records in sections. For example, you can segment a number of contacts by their type or knowledge base articles by their topic. Fig. 51 Folder area To display the folder area, in the [Filter] menu, select [Show folders] (Fig. 52). Fig. 52 Folder area view If a folder is selected, the list displays only those records that the folder contains. A section record can be included into one or more folders. FOLDER TYPES Two types of folders are used in bpm online: STATIC FOLDERS (indicated with the icon) include only those records of the section that have been added to these folders manually. VIP or Black list are the examples of static folders, because the decision to include certain customers into such folders is made by a department manager or senior manager. DYNAMIC FOLDERS (indicated with the icon) contain only those records of the section that match the specified filter conditions. For example, you can create dynamic folder New clients for records filtered by the Created on date. NOTE The folder of the [Activities] section is not standard. 45

47 Folders FOLDER STRUCTURE Folders are typically organized in a tree-like structure. Dynamic folders can be subordinate to static ones, and vice versa. The folder structure does not affect the contents of the folders. For example, if a record is included in one of the subordinate folders, it does not necessarily mean it is included in the parent folder. NOTE Static folders can be used to group other folders. For example, static folder By type in the [Accounts] section can contain subordinate dynamic folders Partners, Customers or Competitors. You can create the necessary folder structure, as well as specify and apply rules for their contents. The procedures for creating static and dynamic folders are different. Deleting a folder does not affect the records it contains. CONTENTS Static folders Dynamic folders Favorite folders STATIC FOLDERS Creating a static folder Adding records to the static folder Excluding records from a static folder CREATING A STATIC FOLDER 1. In the [Filter] menu, select the [Show folders] command. The folder area will be displayed. 2. In the [Add folder] menu, select the [Static] command (Fig. 53). Fig. 53 Creating a static folder 3. In the opened window, enter a folder name and click the [Save] button. As a result, the new static folder will be added to the section folder page. ADDING RECORDS TO THE STATIC FOLDER 1. In the [Actions] button menu, select the [Select multiple records] command (Fig. 54). bpm online sales 46

48 User guide Fig. 54 Switching to the multiple selection mode NOTE There is no need to switch to the multiple selection mode if you want to add only one record to the static folder. 2. Select checkboxes next to the records you want to include in the static folder. 3. In the [Actions] button menu, select the [Include in folder] command (Fig. 55). Fig. 55 Adding a record to the static folder 4. In the opened window, select the needed folder and click the [Select] button (or double-click the needed folder). As a result, records selected in the section will be included in this static folder. EXCLUDING RECORDS FROM A STATIC FOLDER 1. In the section [Filter] menu, select the [Show folders] command. 2. Select a static folder whose records must be excluded. 3. In the [Actions] button menu, select the [Select multiple records] command. 4. Select the checkboxes next to the records that must be excluded from the selected folder. 5. In the [Actions] button menu, select the [Exclude from folder] command (Fig. 56). 47

49 Folders Fig. 56 Excluding records from the selected static folder As a result, the selected records will be excluded from the selected static folder. DYNAMIC FOLDERS Records cannot be included in dynamic folders or excluded from them manually. Records in the list that meet the conditions of the dynamic folder will be included into this folder automatically. If a record does not meet the dynamic folder conditions any more, it will automatically be excluded from the folder. For example, the filter is set up by the [Type] field of the account for the Competitors dynamic folder. Thus, the companies for which the Competitor value is specified will be automatically included in the folder. If the company type changes, the record will be automatically excluded from the folder. CREATING A DYNAMIC FOLDER 1. In the section [Filter] menu, select the [Show folders] command. 2. In the [Add folder] button menu of the folder area, select the [Dynamic] command (Fig. 57). Fig. 57 Adding a dynamic folder 3. Enter a folder name and click the [OK] button in the opened page. 4. Select the created dynamic folder, click the button and select the [Set up folder] command in the menu (Fig. 58). bpm online sales 48

50 User guide Fig. 58 Opening the filter of the dynamic folder 5. Set the needed filter conditions and click the [Save] button (Fig. 59). Fig. 59 Saving a dynamic folder filter The interface of the dynamic folder filter is identical to the interface of the advanced filter. SEE ALSO Filters > Advanced filter FAVORITE FOLDERS You can add the most frequently used folders to the list of favorites. Both static and dynamic folders can be added to the list. To add a folder to favorites, select it and click the icon (Fig. 60). 49

51 Folders Fig. 60 Adding a folder to favorites All added folders are displayed as subordinate to the Favorite folder in the folder area. In addition, the favorite folders become available in the [Filter] menu (Fig. 61). Fig. 61 Selecting the favorite folder in the [Filter] menu bpm online sales 50

52 User guide ACCESS RIGHTS You can manage access rights to the information that you add in bpm online. For example, when registering a new account record, you can specify users who have access to it. You can manage access rights to certain operations with the records. There are three groups of such operations: READ, EDIT, and DELETE. For example, the access to the read operation means that the user or user group can view the record in the section and open its page. For each operation, you can choose one of three permissions: GRANTED the right to read, change, or delete a record. GRANTED/DELEGATION PERMITTED the right to perform the operation on the record, as well as to manage access rights to this operation. DENIED the access to the read, edit or delete operation is restricted for the user or user group. This permission is used only in cases if the denying access rights have been enabled for the section. NOTE If the denying access rights are not enabled, the access restriction is achieved through not granting any permissions. By default, the user who has created a record has the right to perform and delegate all operations with the record. The default access rights to records are defined by the system administrator. To manage access rights to a record, open the page of the record and select the [Access rights] command in the [Actions] menu. CONTENTS Managing access rights Changing access rights Restricting access Denying access rights MANAGING ACCESS RIGHTS 1. Open the page of the record whose access rights must be changed. 2. Select the [Set up access rights] command (Fig. 62) in the [Actions] menu. Fig. 62 Switching to access rights setup 3. On the opened access rights page, click the [Add] button and select the operation for which permissions must be set. For example, to grant the right to edit the record, select the [Edit access right] command. 4. In the opened window, select the user or user group for which access rights must be granted. For example, to grant the edit permission to all company employees, select the All employees user group. As a result, a new rule will be added to the corresponding page detail. The rule will 51

53 Access rights determine access rights for the selected user or user group to the selected operation on the current record. By default, the access rights to the operation are always defined as Granted. 5. Click the [Save] button. CHANGING ACCESS RIGHTS 1. Open the edit page of the record whose access rights must be changed. 2. Select the [Set up access rights] command in the [Actions] menu. 3. On the opened access rights page, in the READ, EDIT, or DELETE detail, select the record to modify. For example, to allow the user to delegate the right to edit the record, in the EDIT detail, select the record that contains the name of this user. 4. In the [Permission] menu, select the permission that must be set. For example, to allow the user manage access rights to the selected operation, select the [Granted/Delegation permitted] command (Fig. 63). Fig. 63 Changing access rights for the record 5. Click the [Save] button. RESTRICTING ACCESS 1. Open the edit page of the record whose access rights must be changed. 2. Select the [Set up access rights] command in the [Actions] menu. 3. On the opened access rights page, on the READ, EDIT, or DELETE details, select the access rights to be canceled. For example, to restrict the right to edit the record for all users, select the All employees record in the EDIT detail. 4. Click the [Delete] button. DENYING ACCESS RIGHTS Denying access rights can be enabled in certain sections. In these sections, the DENIED additional permission becomes available. Also, on the access rights page, the [Up] and [Down] buttons become active. These buttons are used to define the priority of conflicting access rights. ATTENTION The right that is higher in the list has a higher priority. The denying rights are used when the access to the record must be restricted for a certain user or user group. For example, you must restrict access to an account for users included into the Freelancers bpm online sales 52

54 User guide folder, while the rest of company employees must have free access to these records (the All employees folder has a right to view, change and delete these records). In this case, it is necessary to add an access right of the Denied permission to the Freelancers group and place this right in the list higher than the access right for all company employees. 53

55 Section analytics SECTION ANALYTICS Use the bpm online sales analytics to analyze section statistics. There are several ways to visualize statistics in the system, such as charts, calculated indicators, special lists and the sales pipeline. For example, you can track the current status of employees' tasks, display various ratings or any other important summary information as a number. To start working with analytics, open the ANALYTICS view of the needed section (Fig. 64), or go to the DASHBOARDS section. Fig. 64 Opening the [Analytics] view in the [Contacts] section The information in the ANALYTICS view and in the DASHBOARDS section is displayed as a group of elements that are called dashboards components. A dashboard component displays data in a particular way, for example, as a chart or a number (Fig. 65). Fig. 65 The Indicator dashboard component example Dashboard components are combined in a dashboard. Each dashboard corresponds to the relevant section tab with the same title. To open a dashboard, click the corresponding tab (Fig. 66). Fig. 66 Selecting dashboard component NOTE Setting up dashboards and dashboard components is described in a separate chapter. bpm online sales 54

56 User guide LATER IN THIS CHAPTER The Chart dashboard component Diagram mode List mode Drill down The List dashboard component The Widget dashboard component The Sales pipeline dashboard component Analytical reports THE CHART DASHBOARD COMPONENT The Chart dashboard component displays system summary information. For example, it can show how the accounts your company does business with are grouped by type (Fig. 67). Fig. 67 The Chart dashboard component The Chart dashboard component can also display data as a list. To manage data view, use either the toolbar buttons located at the top-right of the dashboard component, or the chart context menu. opens dashboard component menu. The list of commands vary depending on the dashboard component view mode. It is used to toggle between modes. cancels the action performed in the dashboard component. The menu is used to show detailed information about a selected chart element, for example, a pie chart sector or a histogram column. NOTE Changes of the chart view made within a dashboard component (for example, switching to a list mode or changing the chart type) will not be saved when reloading the page. The system will save the changes made within the dashboard component list settings. 55

57 Section analytics DIAGRAM MODE Diagram mode of the Chart dashboard component is used by default. In this mode, the button menu contains additional commands: SHOW DATA switches the chart to the list mode. CHANGE CHART TYPE select one of the commands to display the data using another chart type (Fig. 68). Fig. 68 Selecting the chart type in the diagram mode LIST MODE Data in the Chart dashboard component can be displayed as a list (Fig. 69). Fig. 69 Chart dashboard component list mode bpm online sales 56

58 User guide To switch to the list view mode, use the SHOW DATA command from the chart element menu. button menu or from the If you select the SHOW DATA command from the button menu of the dashboard toolbar, all data used for building the chart will be displayed as a list. The SHOW DATA command of the chart menu only displays the data that the selected dashboard corresponds to (for example, a sector or a column). The set of commands in the button menu is different for the diagram mode and the list mode. Use the DISPLAY CHART command to return to the diagram mode (Fig. 67). DRILL DOWN In bpm online sales, you can bring up additional information about any chart element, such as a column, an area, a segment. For example, you can build the Job titles in R&D department chart drilling down the Employees by department column chart. Any element of the new chart can be drilled down as well as well. For example, you can display how developers are grouped by their decision-making role. To drill down a chart element: 1. Left-click the chart element you want to drill down. 2. In the offered menu, select the chart type (Fig. 70). Fig. 70 The diagram menu Selecting a chart type 3. In the opened window, specify the column the chart should be based on, for example, the [Job title] column of the current object. 57

59 Section analytics As a result, the dashboard component will display how the employees of the R&D department are grouped by job title. To return to the previous chart, use the button of the chart menu. THE INDICATOR DASHBOARD COMPONENT The Indicator dashboard component (Fig. 71) displays a number or a date returned as a result of a system query, for example, the number of people employed by your company. Fig. 71 The Indicator dashboard component Indicators can display the following data types: The total number of either all or filtered records of a system object, for example, the number of all bpm'online contacts. Minimum or maximum value of a numeric field or a data/time field, for example, minimum or maximum call duration. Sum or the average value of a numeric field, for example, total paid invoices amount if your system enables you to manage invoices. THE LIST DASHBOARD COMPONENT The List dashboard component (Fig. 72) displays system information as a list with the specified number of records. Fig. 72 The List dashboard component The list displays records of the particular object sorted by one of the additionally displayed columns. If any of the list columns is a primary one for its object, then the values in such column will be displayed as links to the corresponding records in the system. For example, [Account name] is the primary column for the Account object, and [Subject] is the primary one for the Activity object. Account names and activity subjects will be displayed as links to the account and activity pages respectively. bpm online sales 58

60 User guide NOTE Columns displayed in the List dashboard component do not have own titles. It is recommended that you choose the dashboard component title so that it would reflect the contents of the displayed columns. More information about setting up the dashboard components can be found in a separate chapter. THE WIDGET DASHBOARD COMPONENT The Widget dashboard component contains additional widgets set up by a developer, such as the exchange rate module or the weather module. THE SALES PIPELINE DASHBOARD COMPONENT The [Sales pipeline] dashbard component is designed to analyze sales dynamics by stage (Fig. 73). Fig. 73 The Sales pipeline dashboard component NOTE The Sales pipeline dashboard component should be distinguished from the Chart dashboard component of the Pipeline type. The Chart dashboard component is descirbed in a separate chapter. Chart element height corresponds to the number of opportunities with an up-to-date status. Opportunities with Closed lost, Closed won, Closed rejected and Closed rerouted statuses are not taken into account. The sales pipeline has its own quick filter that you can use to display data for a certain period of time, for example, for the current month. 59

61 Section analytics NOTE Functionality of the quick filter is described in a separate chapter. The sales pipeline can display data in the following views. STAGE CONVERSION RATE displays the percentage of opportunities that moved from one stage to another later stage during the specified period. For example, during the month, 100 opportunities were at the Needs analysis stage, and 50 of them moved to the later stage by the end of the month. So, monthly stage conversion rate is equal to 50%. For example, during the month, 100 opportunities were at the Needs analysis stage, and 50 of them moved to the later stage by the end of the month. So, monthly stage conversion rate is equal to 50%. THE PIPELINE CONVERSION displays the opportunities percentage at a certain stage, during the specified period, against the total number of opportunities that started during this period. For example, 100 opportunities started during the month, and 55 of them passed the Presentation stage. So, monthly pipeline conversion of the Presentation stage is equal to 55%. THE NUMBER OF OPPORTUNITIES displays how opportunities that started during the specified period are grouped by stages by the end period. For example, by the end of the month 15 opportunities that started during the specified period are on the Proposal development stage. So, the pipeline will now display 15 opportunities at this stage. ANALYTICAL REPORTS Analytical reports show summarized section information. For example, reports of the CONTACTS section can be used to view the list of contact's noteworthy events or analyze section data sufficiency. Reports are available in the ANALYTICS view. To view the report: 1. Select a report from the [Reports] menu, for example, DATA SUFFICIENCY (Fig. 74). Fig. 74 Selecting a report 2. On the opened page, specify how the report should be created, for example, based on all section records. 3. Click the [Create report] button (Fig. 75). bpm online sales 60

62 User guide Fig. 75 Selecting method of forming the report As a result, your browser will start downloading the report file in PDF format. 61

63 User profile page USER PROFILE PAGE The profile page is used to set up individual settings for each system user. There are several ways to open the user profile page: Choose the [User profile] option from the main menu. Click the [Profile] button on the home page. Click the profile picture at the top-right corner of the window. Change password Localization The command line settings Configuring the Call Center parameters accounts Account in external resources Restore default settings Click this button to change your account password in bpm online. You will need to re-enter current password. Select the interface language. This affects only common interface captions and does not change the language of the section records and lookup values. Set up the list of additional commands recognized by the bpm online command line, for example, commands that are used for viewing a list of your tasks or any other group of records. These commands are custom so they are only available for the users who added them. Configure agent s telephony parameters, such as telephony server address, phone line, login and password. To send and receive messages in bpm online, set up parameters of accounts using the [ accounts] button. Here you can also view the number of new messages that has been received in each of your mailboxes. The Google account is used when synchronizing the bpm online contacts with the Google contacts, as well as bpm'online tasks and meetings with the Google calendar. Accounts in Facebook and Twitter are used when searching for the data on contacts in social networks. Restore default interface settings, such as column layouts in section lists, parameters for sorting records, etc. NOTE The system automatically saves custom interface settings, such as list columns layout, parameters for sorting records, etc. For each section, it also saves the information about active system views (sections will open in the views that were selected for them previously). SEE ALSO The command line Telephony in bpm online Integration with services by the IMAP/SMTP protocol Integration with the MS Exchange service Integration with the Google organizer Integration with social networks bpm online sales 62

64 User guide BPM ONLINE SALES CONFIGURATION CONTENTS The [Leads] section The [Accounts] section The [Contacts] section The [Activities] section The [Opportunities] section The [Documents] section The [Products] section The [Knowledge base] section The [Feed] section The [Dashboards] section Telephony in bpm online 63

65 The [Leads] section THE [LEADS] SECTION A lead represents an interest in your products expressed by a potential customer. For example, new leads emerge if new users have registered on your website, or during the trade show you have received the visit cards of the interested parties, or you have got a call from the contact who was previously interested in your services. You can work both with the customers who are ready to make a deal or those who need some more time to consider a purchase. The lead can be registered manually in bpm online sales or automatically using the data from the completed web-to-lead form. In the LEADS section you can manage the leads nurturing process from the moment a potential customer expresses an interest in your products and up to the lead handoff to sales. In this section, you can store communication options and general information about potential customers, track lead sources, define lead portfolio, as well as its perspective and potential. VIEWS This section contains several views: leads list. Displays leads as a list of records. The list of columns and their function is covered in the description of the lead page below. leads analytics. Displays charts, indicators and ratings that can be used for analyzing leads. Read more LEAD MANAGEMENT PROCESS Adding a new lead initiates the lead management business process. The process runs as the work with the lead progresses, which also changes leads stages. The lead management process creates activities. As these activities are completed, their results influence the process flow. Lead management process involves working with the LEADS and ACTIVITIES sections. The process consists of the several stages, each stage involves certain sequence of steps: Lead qualification; Lead distribution; Lead handoff to sale. During the process you can work with any records in the system, for example, update your calendar, check s or register new customers. To continue working by the process, go to the LEADS section and click the process related button that is displayed when selecting the record from the list or on the lead page. Depending on the lead stage, the process-related button can be [Qualify], [Distribute] or [Handoff to sales]. To navigate the process, use the hints that are displayed when clicking the button. NOTE General detailed business process options are described in a separate book. LATER IN THIS CHAPTER Lead page Common data The [Lead details] tab The [History] tab The [Attachments and notes] tab The [Feed] tab bpm online sales 64

66 User guide Lead qualification Lead distribution Lead handoff to sale Actions in the [Leads] section Analytics in the [Leads] section SEE ALSO Web form setup for automatic lead registration LEAD PAGE In bpm online sales a lead can be created in a number of ways: added manually; received through import of an Excel file; saved when entering data by the customer in the lead auto-registration form. The lead page consists of the field group that contains common data, and several tabs. COMMON DATA General information about the lead. Need type Need maturity Source Created on Lead stage Contact Account Lead Lead need type. For example, the category of product or service in which the potential customer is interested. This is a required field. Probability of making a sale. Need maturity level ranges from the Suspected to the Sales-ready. The value can be changed automatically during the lead management process flow. The source of the new lead, for example, it could be Internet/Website or Inbound call/ . Date and time when the new lead record was added. This is a noneditable field. The stage that the lead is currently at, for example, Qualification, Distribution, Awaiting sale. The value is non-editable and changes automatically during the lead management process flow. A company or an individual, whose need is recorded. For example, if you received a call from the contact who was previously registered in bpm online sales. The titles of these fields will be displayed as [Qualified as contact] and [Qualified as account] in the list, respectively. Lead name. The field is not displayed on the page but can be displayed in the list. Can be created on the basis of the values that are specified in the [Contact name] and [Account] fields of the lead page. 65

67 The [Leads] section Disqualification reason The reason why the lead has been disqualified, for example, Invalid data or Can't be customer. The field is displayed if the lead is at the Disqualified stage. The field is non-editable and can be filled in upon lead disqualification. THE [LEAD DETAILS] TAB The tab contains initial data received from the lead. For example, information about registration results on you company web-site. Contact details Information about the contact the lead is received from. The data specified here will be displayed on the [Contact details] tab of the lead qualification page. Contact name Gender Job title Department Salutation Title Full job title Role First and last names of the contact. Gender of the contact. Position held by the contact, for example, Department manager. Company department where the contact works. Salutation used to refer to the contact, such as the first name or the last name with the honorific. Honorific for the contact, for example, Mr or Mrs. Exact job title, such as Sales department manager. Contact's influence on the decision making process, for example, Decision maker or Influencer. Account details If the interest in your products is received from the company, specify the information about this company in this field group. The data specified here will be displayed on the [Account details] tab of the lead disqualification page. Account name Industry Name of the company that is the potential customer. Field that the account operates in, for example, IT Company, Business services, or Manufacturing and distribution. Annual revenue Possible annual revenue ranges for companies, for example, million or million. Category Account category that defines how important the account is for our company. For example, A top importance, D low importance. No. of employees Approximate number of employees in the company, for example or bpm online sales 66

68 User guide Legal entity Type of legal entity of the company, for example, LLP, Ltd., or Inc.. Communication options Communication options of the potential customer. The specified data will be displayed on the [Contact details] and [Account details] tab of the lead qualification page. Web Mobile phone The potential customer's . Company web-site. Phones that can be used to reach a potential customer. Business phone Fax Company fax. NOTE If a contact or an account is not selected, as well as or phone is not specified when the lead page is saved, the lead proceeds to the Disqualified stage. The lead management process proceeds to completion. Address Information about the contact or account location from whom the need was received. The specified data will be displayed on the [Contact details] and [Account details] tabs of the lead qualification page. Country City State/province ZIP/postal code Address Address type The location of the potential customer. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if you enter a province, the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities that correspond to the selected country. ZIP or postal code of the customer. The street name, as well as building or office number of the potential customer. Type of address, for example, Home or Business. NOTE The address type Home and Business will be displayed on the [Contact details] tab of the lead qualification page, the address type Actual and Legal - on the [Account details] tab. The address type Delivery will be displayed on the qualification page both for the contact and for the account that are connected to the lead. THE [HISTORY] TAB The tab contains history of lead interconnections, as well as information about distribution and lead handoff. 67

69 The [Leads] section Activities Tasks, messages or calls that are connected to the selected lead. It displays information from the [Activities] section. To connect an activity to the lead, fill in the [Lead] field of the activity page. Lead distribution If the division or the employee who will be assigned to manage this lead is known, specify the corresponding contact or division in this field group. The data can also be specified later at the lead distribution stage. Owner Division in opportunity The employee who is assigned as the owner to proceed the lead to handoff. Your company division which is in charge of the lead handoff. Handoff to sales Use this field group to specify additional information about lead handoff. The data can be specified later on the lead handoff page that can be opened on the lead handoff stage. Owner Budget Date and time of the meeting Decision timeline Opportunity Opportunity division employee who is assigned as the owner for the lead. Expected opportunity budget. Specified date of the scheduled meeting the with the customer. Expected customer decision timeline for the opportunity. Opportunity that is connected to the lead. THE [ATTACHMENTS AND NOTES] TAB Additional information about the lead, as well as attachments and links to the web resources related to it. Attachments The detail is used to store attachments and links about the lead. For example, you can attach documents that display the history of interaction with the lead, or just useful links. The detail contains the following views. the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. bpm online sales 68

70 User guide To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the lead. You can edit and organize notes directly on the detail. If you switch to another tab of the lead page, the information on the [Notes] detail will be saved. THE [FEED] TAB Feed messages connected to the lead. LEAD QUALIFICATION Lead qualification stage is a part of the lead management process. This stage starts after saving the information about the lead. If the information about the contact or account was specified in the system when saving the lead, you can check its validity and uniqueness in bpm online sales at the qualification stage. For example, specify the , update other contact details and make sure that the record is not duplicated in the system. To do this, use the qualification page. If the information about the contact or account is not specified during the lead saving process, then lead identification will be performed additionally. At this stage the system checks available information about the contact or account and connects the lead to the existing customer. If the customer is not found, a new contact will be automatically created in bpm online sales. You can enter the information about the customer and create a new corresponding account further on the qualification page. LATER IN THIS CHAPTER Lead identification Lead qualification page Lead qualification result SEE ALSO Lead distribution Lead handoff to sale LEAD IDENTIFICATION If neither the [Contact] nor the [Account] field is filled in while creating a lead, the system will search for previously recorded contacts with the same communication options specified. If matching communication option is found, the lead will be connected to the found contact as follows: 1. Primarily, the lead will be connected to the contact if their phone numbers and s match. 2. If such a contact is not found, the lead will be connected to the contact by the matching If the of the lead is not found in the system, the lead will be connected to the contact by the matching phone number. If no matching communication options are found, the system will automatically create a new contact record. Its page will be filled in with the data from the lead page. For such a contact the [Confirmed contact] checkbox will be cleared. If the [Contact name] field was not filled in on the lead page, then an or phone number of the lead will be specified in the [Contact name] field of the contact. Created 69

71 The [Leads] section contact will be specified in the [Contact] field of the lead page. Later, after qualification of the lead the [Confirmed contact] checkbox will be set for this contact. SEE ALSO Lead qualification page Lead qualification result LEAD QUALIFICATION PAGE Lead qualification page is used to edit information about the contact or account lead is connected to. To open the page, click the [Qualify] button on the lead page or select the record in the list. After checking and entering all required data on the page, specify the qualification result. If there is a possibility for a handoff or further collaboration with the lead, check and enter all required customer data and qualify the lead for further work. If the information about the customer is outdated, disqualify the lead to finish communication. The lead qualification page consists of the field group that contains general data, and several tabs. GENERAL DATA Contact Need type Source Contact connected to the lead. This is a non-editable field. It is filled in with the contact name that is specified during the registration, as well as created in bpm online sales upon lead identification or selected on the [Find similar records] tab. The fields are filled in with the data from the lead page. In this field, you can change the need type and need maturity of the lead. Need maturity Created on Account Account connected to the lead. This is a non-editable field. Is filled in with the company name that is specified during the registration or selected on the [Find similar records] tab. To change the account, go to the [Account details] tab. The field becomes required if the [Add new] or [Link to existing] options are selected in the [Select account] field group on the [Find similar records] tab. THE [FIND SIMILAR RECORDS] TAB Use the tab to change the contact that is connected to the lead, or to check the unique information about the contact. You can also connect the contact to the account or change the account that was selected previously. Select contact The fields are used for entering contact search conditions. To search for the contact, select one or more fields and enter first letters of the target value (name or communication options) or enter all values at once. The search is performed by the values of the fields that you have selected. Then click the [Find contacts] button. At the bottom of the field group, the list of all found contacts will be displayed. Click the contact connected to the lead. bpm online sales 70

72 User guide NOTE To search for the fragment of the value, use % symbol. Select account [Add new] select this option to create a new account which will be connected to the lead. To specify the information about the account, go to the [Account details] tab. [Link to existing] select this option to search for the existing account and connection with the lead. When you select this option, the account search fields group become active. To search for account, select one or more fields and enter first letters of the target value (account name or communication options) or enter all values at once. Then click the [Find accounts] button. At the bottom of the field group, the list of all found accounts will be displayed. Click the contact to connect it to the lead. To edit information about the account, go to the [Account details] tab. [Do not link] if you select this option, the lead will not be connected to the account. NOTE The [Find accounts] button becomes active when selecting the [Link to existing] option. THE [CONTACT DETAILS] TAB Use this tab to specify information about the contact. Once specifying the account and not specifying the contact when creating a lead, a contact will be created automatically upon qualification. Specify contact information on the tab. The fields displayed on the tab correspond to the lead page fields. Communication options Communication options of the contact, for example, phone number. The field group displays the data that is specified on the lead page. While performing qualification, the specified data will be added to the contact page that is connected to the lead. General information General information about the contact, for example, contact name. The field group displays the data that is specified on the lead page. If you do not fill in general information when creating a lead, the field group will contain general data of the contact that is connected to the lead. While performing qualification, the specified data will be added to the corresponding fields of the contact that is connected to the lead. Address Contact address. The field group displays the data that is specified on the lead page. While performing qualification, the specified data will be added to the contact page that is connected to the lead. THE [ACCOUNT DETAILS] TAB Use the tab if you need to enter the information about a new account which lead needs to be connected to, or to update the information about the account which is already connected to the lead. The fields displayed on the tab correspond to the lead page fields. Communication options Communication options of the contact, for example, phone number. The field group displays the data that is specified on the lead page. While qualifying, the specified data will be added to the contact page that is connected to the lead. 71

73 The [Leads] section General information General information about the account, for example, company name. The field group displays the data that is specified on the lead page. When creating a lead the general information was not specified, the field group will display the data of the account which is connected to the lead. While qualifying a lead the values of the similar fields will be specified with the new data automatically on the page of the account connected to the lead. Address Account address. The field group displays the data that is specified on the lead page. While qualifying, the specified data will be added to the contact page that is connected to the lead. THE [NEEDS] TAB The tab displays a full list of the needs connected to the contact of the current lead. The connection is fulfilled through the [Lead] detail of the contact page, specified in the [Contact] field of the qualification page. You can add a new need, for example, while communicating with the contact an additional customer interest in your product or services was detected. SEE ALSO Lead identification Lead qualification result LEAD QUALIFICATION RESULT If the customer need is confirmed, qualify the lead for further distribution and proceed to handoff. After checking and entering and all the required information on the qualification page, click the [Qualify] button. In this case, the selected contact and account will be connected to the lead. In addition to that, the contact and account that are specified will be connected in between, so the [Account] field will be filled in on the contact page. For the selected contact the [Contact confirmed] checkbox will be set. If the contact has been modified during the qualification, the contact that is specified earlier will be automatically marked as a duplicate of the selected contact. The lead stage will be changed to Distribution. If you stop working with the lead, you can disqualify the lead. To do this, click the [Disqualify] button of the qualification page and select the disqualification reason. Select Can't be customer, for example, if misleading information was specified during the customer registration or customer profile does not match the services provided by your company. Select Invalid data, for example, if communication options of the customer are irrelevant. While disqualifying, the lead stage will be modified to Disqualified, and the [Disqualification reason] field will be filled in on the lead page. The system will check the contact connected to the lead, and if the [Contact confirmed] checkbox is not selected for current contact, then the contact will be deleted from the bpm online sales. All connections of this contact with other leads will also be deleted. NOTE The lead can be disqualified automatically if during the registration of the lead a contact, an account as well as communication options were not specified. SEE ALSO Lead identification Lead qualification page bpm online sales 72

74 User guide LEAD DISTRIBUTION The lead distribution stage is a part of the lead management process. Once qualified, the lead proceeds to the distribution stage. At this stage, you should assign employees responsible for proceeding the lead to handoff, and choose the further steps: continue working with the customer and lead proceeding to handoff, keep record of a postponed interest and continue nurturing the customer or stop working with them. You can use the list of customer needs and the folder list that contain the lead contact as additional information. If needed, you can add a contact to one or more static folders of the [Contacts] section. LATER IN THIS CHAPTER Lead distribution page Lead distribution result LEAD DISTRIBUTION PAGE To open the distribution page, click the [Distribute] button on the lead page or select the lead from the list. GENERAL INFORMATION Contact Need type Account Contact connected to the lead. This is a non-editable field. The field is filled in on the lead qualification stage. Lead need type. This is a non-editable field. The field is filled in on the lead qualification stage. Account connected to the lead. This is a non-editable field. The field is filled in on the lead qualification stage. THE [HANDOFF TO SALES] TAB On this tab, specify the data required to proceed the lead to handoff. Owner Division in opportunity Remind owner Specify the employee and division of your company that are responsible for proceeding the lead to handoff. The data will be displayed in the [Lead distribution] field group of the [History] tab of the lead page. You can edit this field later. Set up the reminder for the owner who is responsible for the lead proceeding to handoff. Then the owner will receive a notification about lead moving to the next stage. Contact details, Account details Contact and account data that are connected to the lead is displayed in this field group. These fields are non-editable. These fields are filled in at the qualification stage. 73

75 The [Leads] section THE [NEEDS] TAB The tab displays a full list of the needs connected to the contact of the current lead. The connection is established through the [Leads] detail of the contact page specified in the [Contact] field of the distribution page. You can add a new need, for example, if the customer expresses an additional interest in your products or services. THE [FOLDERS] TAB The tab displays the list of folders that contain a contact connected to the lead. To include the contact to the folder, click the [Add] button. A list of static folders of the [Contacts] section to which the current contact is not yet added will be opened. To remove the contact from the folder, select the [Delete] command of the [Actions] button menu. LEAD DISTRIBUTION RESULT After confirming and entering required information on the distribution page, choose the strategy for working with the customer. If the customer's interest is confirmed, proceed the lead to the next stage to specify the need. To do this, in the [Distribute] button menu select the [Start proceeding to handoff] command. As a result, the lead will be proceeded to the Handoff to sales stage. If the [Remind owner] checkbox is selected on the distribution page, a notification to the user responsible for proceeding the lead to handoff will be created. If there is no point to communicate with the customer at the moment, but the customer has a postponed interest, then in the [Distribute] button menu select the [Continue nurturing] command. As a result, the lead remains at the distribution stage, and you can continue working by the process later. If you get to know that the customer is no longer interested in your products or services select the [Not interested] result. The lead will be proceeded to the Not interested stage. LEAD HANDOFF TO SALE Lead handoff to sale is a part of the lead management process. Once the lead is successfully distributed, the lead proceeds to handoff. At this stage, you have to contact the customer and specify the availability and actuality of the need, budget, as well as their decision-making role. Having estimated the customer potential, you can hand over the customer to particular sales manager, taking into consideration the manager qualification and profile. As a result, you can run the handoff or proceed to order for this customer. If the customer has a postponed interest, you can return the lead to the distribution to continue nurturing. At this stage, a task of proceeding lead to handoff will be created in bpm online sales. The fields of the task page are filled in as follows: [Subject] Contact the customer and specify the availability and actuality of the need, budget, as well as their decision-making role ; [Owner] an employee responsible for distribution. If the owner is not specified at the distribution stage, then the author of the task will be specified in the field; [Start] time when the lead proceeds to handoff (in other words, selecting distribution result [Proceed to handoff]); The [Lead], [Contact] and the [Account] fields of the [Connected to] fields group are also filled out in the task. bpm online sales 74

76 User guide The further process flow result. PROCEEDING TO ORDER If the customer is ready to make the order, select the Proceed to order result. As a result, the lead proceeds to the Awaiting sale stage, and the Sales-ready need maturity will be set on the lead page. PROCEED TO HANDOFF If you are ready to start the handoff for the customer, select the Proceed to handoff task result. The system will offer you to enter additional notes for the handoff, after that the page where you can enter the information about proceeding lead to handoff will open. Need type Owner Budget, base currency Date and time of the meeting Decision timeline Notes Customer need type. Opportunity division employee who is assigned as the owner for the lead. Expected opportunity budget in the base currency. Date and time of the appointed meeting with the customer. Date and time when the customer is ready to make a decision about the opportunity. Additional notes about the handoff. Information specified in the [Result details] field of the lead proceed to handoff page will be displayed here. Once the page is saved, you can see the specified note in the lead feed. The entered data will be displayed in the [Lead proceed to handoff] field group on the [History] tab of the lead page. You can edit it later. Once the page is saved, the note about the handoff will be added to the lead feed. The lead proceeds to the Awaiting sale stage. On the lead page, the Sales-ready need maturity will be set. In the OPPORTUNITIES section, a handoff based on the lead will be created. Corporate sales process will be started for the current handoff. If the corporate sales process is successfully completed, the lead proceeds to the final Need satisfied stage. BACK TO DISTRIBUTION If the customer is not interested at the moment, but the communication with the customer is still prospective, and the perspective to close the opportunity exists, select the Back to distribution task completion result. In this case, the lead returns to the Distribution stage, and the Discovery need maturity is set on the lead page. TASK RESCHEDULE If you need to postpone a task for some defined period, select the Rescheduled result. The lead remains on the Handoff to sale stage. When you continue working on the process, a new task for proceeding lead to handoff will be created. 75

77 The [Leads] section NOT INTERESTED If the customer need is not confirmed, select the Not interested task result. In this case, the Not interested need maturity will be set on the lead page. The lead remains on the Handoff to sale stage. Later on, upon customer's need renewal you can continue working by the process. ACTIONS IN THE [LEADS] SECTION Other than the basic actions, there are several additional actions available for the section. MANAGE WEB FORMS OF EXTERNAL RESOURCES Opens the page of web forms used for lead generation. Web-forms can be posted on your company website. Once the form is filled out on the website, a lead will be automatically created in the system based on data entered in the form. Read more NOTE You can open the page for managing forms for external resources from the main page by using the [Set up forms of external resources] command of the [Settings] button. ANALYTICS IN THE [LEADS] SECTION The ANALYTICS view displays the section summary information: charts, indicators, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [LEADS ANALYTICS] TAB The tab displays the analytics summary information about the leads. NOTE Filters set in the section will be applied to all dashboard components. Leads by source New and proceeded to handoff leads by month Leads by need type Leads by maturity The diagram displays how leads are grouped by source owing to which the leads were received. The chart displays leads rate of those added to the system and proceeded to handoff. Leads that were added and those that are proceeded to handoff are displayed on separate series and grouped by month. The diagram displays how leads are grouped by the need type. Leads that have the Disqualified and Not interested stages are not taken into account. The diagram displays how leads are grouped by the need maturity. THE [SALES PIPELINE] TAB The tab displays analytical information on how leads are grouped by stage. bpm online sales 76

78 User guide NOTE Filters set in the section will be applied to all dashboard components, but for Number of leads proceeded to handoff this month. Lead pipeline Number of leads in pipeline Number of leads proceeded to handoff this month The diagram in the form of a pipeline displays how leads are grouped by stages. Leads that have the Disqualified and Not interested stages are not taken into account. The calculated indicator displays the number of leads based on which the [Lead pipeline] is built. Leads that have the Disqualified and Not interested stages are not taken into account in the calculated indicator. The calculated indicator displays the number of leads proceeded to the Awaiting sale stage in the current month. Is created based on the records in the [Process log] section. THE [MONTHLY LEAD OWNER EFFICIENCY] TAB Analytical information on the work results of the employees. NOTE Filters set in the section will be applied to all dashboard components. Activities related to leads Effective activities related to leads Leads proceeded to handoff The diagram displays how activities connected to the leads are grouped by owner. Displays only those activities started in the current month. The diagram displays how activities connected to the leads are grouped by owner. Only completed activities started in the current month are displayed. The diagram displays how activities connected to the leads are grouped by owner. Only activities started in the current month and as a result of which there is a need to proceed an order or to proceed the lead to handoff. SEE ALSO Section analytics Analytics setup 77

79 The [Accounts] section THE [ACCOUNTS] SECTION All information about customer companies, partners, contractors and suppliers should be stored in one place, up-to-date and easily accessed at any time. Use the [Accounts] section of bpm online sales to keep record of contact data, track connections between companies, group companies by various criteria and analyze the relevant statistics. For example, data about the number of employees and the annual revenue of a company can be processed to evaluate the company's market position. VIEWS This section contains several views: account list. Displays accounts as list of records. All list columns are described below in the context of the account page. account analytics. Displays charts, indicators and ratings that can be used for analyzing accounts. Read more LATER IN THIS CHAPTER Account page Common data The [General information] tab The [Contacts and structure] Tab The [History] tab The [Attachments and notes] tab The [Feed] tab Finding and merging duplicates Actions in the [Accounts] section Analytics in the [Accounts] section ACCOUNT PAGE In bpm online sales, an account can be: added manually; saved within the lead qualification process; received through import of an Excel file; The account page consists of the field group that contains general data, and several tabs. COMMON DATA Additional information about the account. Account name Type Owner Official name of the company you do business with. Type of account depending on their role in relation to your company, such as Customer, Partner or Supplier. Name of the employee responsible for working with the account. bpm online sales 78

80 User guide THE [GENERAL INFORMATION] TAB The tab contains the information about the account: segmentation detail, communication options, connections with other contacts and accounts, banking details. Also known as Primary contact Account number Additional names of the account, for example, abbreviation of the company name. Name of the main contact person for the account, for example, the manager that you work with. Code number of the account. It is used to distinguish companies with identical names. The account number is non-editable and is filled in automatically based on the specified template. Use the Account number mask system setting to customize auto numbering for the accounts. Segmentation Additional information about the account. Category Account category that defines how important the account is for our company. For example, A top importance, D low importance. No. of employees Approximate number of employees in the company, for example or Legal entity Type of legal entity of the company, for example, LLP, Ltd., or Inc.. Annual revenue Possible annual revenue ranges for companies, for example, million or million. Industry Field that the account operates in, for example, IT Company, Business services, or Manufacturing and distribution. Addresses List of all addresses of the account. Address type Address Type of address for the company, for example, delivery, legal, actual address, etc. It is defined when a record is added, but can be changed. Street, building number and other details of the company address. 79

81 The [Accounts] section Country State/province City ZIP/postal code Location of the company. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if you enter a province, the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities that correspond to the selected country. You can associate a state/province with a certain country in the [States/provinces] lookup, and associate a city with a country in the [Cities] lookup. Postal code of the company. Communication options List of account's communication options. Primary phone Alternate phone Phone numbers that can be used to contact the company. Communication option type is defined when a record is added, but can be changed. Fax Web Website and addresses of the company. Facebook Twitter Social network profiles of the account. A separate page is used to link a social network account to the company. NOTE You can also open the social networks search page by using the [Find contacts in social networks] action of the [Accounts] section. Read more call to the company. The button is displayed on the page if at least one field of the Phone type is filled in. Connected to Relationships between the selected account and other accounts and contacts. Account is a/an for contact Name of the company which a relationship is established for. This is a non-editable field. Relationship type, for example, Partner Holding company. When you select a relationship, the inverse relationship type is automatically filled in the [Inverse relationship] detail. Name of the company or contact that is connected with the account. bpm online sales 80

82 User guide Actual Notes The checkbox indicates whether the relationship is relevant at the present time. Any additional information about the entities. Banking details Information about the banking details of the account. Account Opportunity name Manager Name of the company whose banking details are given. This is a noneditable field. Name or type of the account's banking information, for example Main account. Names of the chief accountant and CEO of the company. Chief accountant Country Banking details Notes Country of the banking details for the account. If the selected country has a specific template for banking details in the [Countries] lookup, then this template will appear in the [Banking details] field. Complete information on account's banking details, for example, account number, SWIFT number, ABA Code, etc. Additional information about the banking details, Noteworthy events List of noteworthy events of the account. Type Date Type of a noteworthy event, for example, Day of company founding. It is defined when a record is added, but can be changed. Date of the noteworthy event. THE [CONTACTS AND STRUCTURE] TAB The detail displays the information about the company contacts and structure. Organizational structure The detail displays the company structure and divisions. Account Part of Name of the company which an organization structure is established for. This is a non-editable field. The department that includes the given department. This is a noneditable field. It is only displayed on the page of the division that has a parent element. 81

83 The [Accounts] section Division Department Manager Notes Name of the company division. If you select a value in the [Division] field, this field will be filled in with the selected value. Name of the company department. Name of the division manager. Additional information about the division. [Add root item] adds root items, such as company departments. [Add subordinate item] adds a subordinate item for the selected one, for example, a unit within a department. Contacts List of the company's employees. The detail displays contacts for which this company is indicated as the main and current place of work. To add a new contact to the system, use the the [Add] button on the detail. As a result, a new contact page will open with the current account specified in the [Account] field. Once the page is saved, the [Job experience] detail will display the record about the contacts new place of work. THE [HISTORY] TAB The tab contains system records connected with the account. Activities Tasks, s and calls that are connected with the selected account. It displays information from the [Activities] section. To connect an activity to an account, fill in the [Account] field of an activity page. Opportunities A list of opportunities connected to the account. The detail displays information from the [Opportunities] section. To connect an opportunity to an account, fill in the [Account] field of the opportunity page. Documents A list of documents connected with the account. It displays information from the [Documents] section. To connect a document to an account, fill in the [Account] field of a document page. Leads List of leads that are qualified as the selected account. The detail displays information from the [Leads] section. The lead is connected to the account by the [Qualified as account] column of the [Leads] section. THE [ATTACHMENTS AND NOTES] TAB Detailed information about the account, as well as attachments and links to the web resources related to the account. bpm online sales 82

84 User guide Attachments Use this detail to store files and links related to the account. For example, on this detail you can add documents that reflect the account relations history, or links to the account's web resources. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the account. You can edit and organize the notes directly on the detail. If you switch to another tab of the account page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the Feed section that are connected with the current account. FINDING AND MERGING DUPLICATES In bpm online sales, you can search for duplicates and eliminate them in order to manage your customer database. This functionality is available in the [Accounts] and [Activities] sections. When creating new records, the system automatically checks for duplicates. You can also schedule a periodic duplicates search for contacts and accounts. For the [Accounts] section the search is done by values in the [Account name] and [Also known as] fields, as well as in the fields from the [Communication options] detail. For the [Contacts] section the duplicates search is done by values in the following fields: [Contact name], [Mobile phone], [Home phone], [Skype], and [ ]. The record is considered to be a duplicate in case the value at least in one of the mentioned fields is completely identical to the corresponding value in another record. On the duplicates page you can perform the following actions for accounts and contacts: Launch the search of duplicates and handle the duplicated records. Set up the parameters of the duplicates search. CONTENTS Starting the duplicates search Handling the duplicates Merging the duplicated records STARTING THE DUPLICATES SEARCH 1. Open the [Accounts]/[Contacts] section. 83

85 The [Accounts] section 2. Select the [Find duplicates] command in the [Actions] menu (Fig. 76). Fig. 76 Opening the duplicates search page 3. Click the [Start searching] button on the accounts/contacts duplicates page. As a result, the system will start searching for duplicates. The information string will display the percentage of the processed records. HANDLING THE DUPLICATES Once the duplicates search is completed, the accounts/contacts duplicates page will display all the duplicates found. Process these records: distinguish unique records from duplicates and get rid of the duplicates. To analyze the records found: 1. Open the [Accounts]/[Contacts] section. 2. Select the [Find duplicates] command in the [Actions] menu. 3. On the duplicates page for accounts/contacts find the record that should be processed. 4. Click to open the list of possible duplicates for this record. 5. Analyze whether these records duplicate the information in the root record (Fig. 77). Fig. 77 Possible duplicates of the selected record 6. Process the possible duplicates of the root record: Option 1. The subordinate record is not a duplicate a. Mark off the root record and the subordinate one. b. Click the [Not duplicates] button (Fig. 78). bpm online sales 84

86 User guide Fig. 78 Indicating records as unique As a result, the selected subordinate record will be removed from the duplicates list and will no longer be used is searching for duplicates of the root record. Option 2. The subordinate record is a duplicate a. Mark off the root record and the subordinate one. b. Click the [Merge duplicates] button. c. Perform the duplicates merging. As a result, the system will contain only one record. All objects that have been connected to the merged records will now be connected to this record. For example, if you are merging two accounts and there is a few tasks connected to the first account and some contacts connected to the second one. Then after you merge these two accounts, the tasks from the first record and contacts from the second one will be connected to the resulting record. MERGING THE DUPLICATED RECORDS 1. Open the [Accounts]/[Contacts] section. 2. Select the [Find duplicates] command in the [Actions] menu. 3. On the duplicates page for accounts/contacts, mark off the records that should be merged. 4. Click the [Merge duplicates] button. 5. The duplicates merging page for accounts/contacts will open. Select the data display mode, for example, Only fields with different values (Fig. 79). Fig. 79 Selecting the data display mode 6. Use the options on the right to select the values that should remain in the system after merging (Fig. 80). 85

87 The [Accounts] section Fig. 80 Selecting the resulting values 7. If necessary, edit the information in the [Communication options] and [Addresses] details. 8. Click the [Save] button to complete the merging of duplicates. ACTIONS IN THE [ACCOUNTS] SECTION In addition to standard actions, the section contains special ones. FIND DUPLICATES The [Find duplicates] action opens an additional page that contains all possible duplicates of the accounts. After the duplicates search is completed records are added on the page automatically. Read more SHOW ON MAP The action shows the location of the selected accounts on map. Launching the action opens a window that displays accounts selected in the list. If the address is not filled in for all selected accounts, the action will not be performed. If the address is not filled in for some accounts or filled in incorrectly, then the corresponding information will be displayed in the appeared window. NOTE You can select multiple accounts in the section using the [Select multiple records] action. FIND CONTACTS IN SOCIAL NETWORKS This action is used for adding data about contacts from social networks. Read more ACTIONS WHEN SAVING A RECORD When you save a record, additional actions are available. bpm online sales 86

88 User guide Adding a contact for the registered account When you save a new account page, a message will appear prompting you to add a new contact for this record. If you click the [Yes] button, a contact page will open where you can enter information about a primary contact for the account. Click the [No] button to cancel the action. Duplicates search when saving a record When you save an account page, a duplicates search page might open. It means that this record might be already registered in the system. You can edit the new record or indicate that the found records are not its duplicates. PRINT Company summary Displays summarized information about the company. The table contains a list of communication options and addresses of the company as well as the history of interaction with it. This print option is available on the account page in the [Print] menu. ANALYTICS IN THE [ACCOUNTS] SECTION The [Analytics] view displays the section summary information: charts, indicators, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [ACCOUNT ANALYTICS] TAB The tab displays the summary information on accounts that are registered in the system. NOTE Filters set in the section will be applied to all dashboard components. Customer base growth Number of customers Top 5 industries by number of customers Number of accounts Diagram displays accounts that have been added to the system. The number of new bpm online sales account records is grouped by month and displayed in chronological order. Calculated indicator that displays the number of bpm online sales accounts of the Customer type. Diagram displays the allocation of accounts by industry. Calculated indicator that displays the number of bpm online sales accounts. 87

89 The [Accounts] section REPORTS Data entry compliance The list of fields on the account page is given as a table. For each field the table contains the number of records where this field is filled in and the corresponding percentage. It also displays the number of entries that have no data in this field. SEE ALSO Section analytics Analytics setup bpm online sales 88

90 User guide THE [CONTACTS] SECTION Bpm online sales contacts are the contact persons of your customers and partners, individual clients and other business contacts. Using the [Contacts] section, you can manage the information about contacts, group them by various parameters, analyze the history of interactions with customers, and view the resulting statistics. VIEWS This section contains several views: contact list. Displays contacts as a list of records. All list columns are described below in the context of the contact page. contact analytics. Displays charts, indicators and ratings that can be used for analyzing contacts. Read more LATER IN THIS CHAPTER Contact page Common data The [General information] tab The [Current employment] tab The [History] tab The [Attachments and notes] tab The [Feed] tab Finding and merging duplicates Actions in the [Contacts] section Analytics in the [Contacts] section SEE ALSO The [Accounts] section > Finding and merging duplicates Integration with the MS Exchange service Integration with the Google organizer Integration with social networks CONTACT PAGE In bpm online sales, a contact can be: added manually; received through import of an Excel file; saved within the lead qualification process; received through synchronization with social networks. received through Google synchronization. ATTENTION! To synchronize with external resources, you need to perform initial setup. Social network integration and Google synchronization are described in separate chapters. The contact page consists of the field group that contains general data, and several tabs. 89

91 The [Contacts] section COMMON DATA General information about the contact. Photo Contact's photo. It is displayed on the contact page as well as near the contact name displayed in sections lists in the feed. Click the button to add a new photo by using the standard file selection window. Click the button to remove the photo. If you mouse over the photo area, the buttons will become visible. Contact name First and last names of the contact. Account Type Owner Confirmed contact Name of the company where the contact works. Type of the contact, for example, Employee or Contact person. Name of the employee responsible for working with the contact. When selected, this checkbox indicates that the contact information has been confirmed. This is a non-editable field. When you add a new contact, the checkbox will be selected automatically. This checkbox can be automatically selected or unselected while performing a lead management process. THE [GENERAL INFORMATION] TAB The tab contains the information about the contact: salutation, address, noteworthy events and the contact's connections with other contacts or accounts. Title Salutation Gender Honorific for the contact, for example, Mr or Mrs. Salutation used to refer to the contact, such as the first name or the last name with the honorific. Gender of the contact. Communication options The detail contains the list of contact's communication options, as well as the list of the banned ones. The detail fields are displayed when you select the corresponding commands in the [Add] menu. Business phone Mobile phone Phone numbers that can be used to contact the person. Communication option type is defined when a record is added, but can be changed. Home phone Skype The contact's Skype account. bpm online sales 90

92 User guide Website and addresses of the contact. Web Facebook Twitter Do not use Do not use phone Social network profiles of the contact. A separate page is used to link a social network account to the contact. Checkboxes signify which communication options should not be used to contact the person. For example, if a contact does not wish to receive , select the [Do not use ] checkbox. Do not use SMS Do not use mail Do not use fax call to contact. The button is displayed on the page if at least one field of the Phone type is filled in. Addresses List of all addresses of the contact. Address type Address Country State/province City ZIP/postal code Type of address of the contact, for example, Home or Legal. It is defined when a record is added, but can be changed. Street, building number and other details of the contact's address. Location of the contact. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if you enter a province in the [State/province], the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities that correspond to the selected country. You can associate a region with a certain country in the [States/ provinces] lookup, and associate a city with a country in the [Cities] lookup. Postal code of the contact's address. Noteworthy events List of contact's noteworthy events. Type Date Type of the noteworthy event of the contact, such as Birthday or Company day. It is defined when a record is added, but can be changed. Date of the noteworthy event. 91

93 The [Contacts] section Connected to Relationships between the selected contact and other contacts and accounts. Contact is a/an for contact Actual Notes Name of the contact for whom a relationship is established. This is a non-editable field. Relationship type, for example, Employee Employer. When you select a relationship, the inverse relationship type is automatically filled in the [Inverse relationship] detail. Name of the related company or contact. The checkbox indicates whether the relationship is relevant at the present time. Any additional information about the entities. THE [CURRENT EMPLOYMENT] TAB The tab displays all information about contact's employment, including current job and the previous ones. Job title Full job title Department Role Position held by the contact, for example, Department manager. Exact job title, such as Sales department manager. If you select a value in the [Job title] field, this field will be filled in with the selected value. Department of the company where this contact works, for example Sales or Marketing. Contact's influence on the decision making process, for example, Decision maker or Influencer. The data on the [Current employment] detail is synchronized with the information on the [Job experience] detail. If you fill in the [Account] field and save the contact page, a message will appear prompting you to add a new record on the [Job experience] detail. When you click [Yes], a record with the new place of work is automatically added on the [Job experience] detail. This information includes the company name and a day when the contact started working at the company. The [Primary] and [Current] checkboxes are also selected. When you change information in the fields of the [Current employment] tab that are associated with the [Job experience] detail (for example, information about the company, department and position of contact), a message will appear prompting you to add a new record on the [Job experience] detail or to update an existing record. When a new record is added in the [Job experience] detail, the [Primary] and [Current] checkboxes are selected for this record, and the [Started on] field is filled in with the current date. The [Current] checkbox will be cleared for the previous place of work and the [Worked till] field will be filled in with the current date. If you clear the [Account] field on the [Job experience] detail, then on the [Job experience] detail the [Current] checkbox is automatically cleared for this place of work, and the [Worked till] field is filled in with the current date. bpm online sales 92

94 User guide Job experience Information about all employers of the contact. Contact Account Job title Full job title Department Started on Worked till Primary Current Reason for job change Notes Current contact This is a non-editable field. Employer of the contact. Position held by the contact, for example, Department manager. Exact job title, such as Sales department manager. Company department where the contact works. Date when the employee was assigned to work in this position. Date when the contact left the job. Checkbox indicates that this place of work is the principal one. Checkbox indicates the company where contact works at the present time. The reason why the employee decided to accept this position, for example, Interesting work or Promotion. Additional information about the contact's employment. NOTE The [Current employment] field group displays information about the place of work for which both the [Primary] and [Current] checkboxes are selected. The data on the [Job experience] detail is synchronized with the information in the [Current employment] field group. If either of the [Primary] and [Current] checkboxes is cleared for a record in the [Job experience] detail, the data about the place of work will be automatically cleared in the [Current employment] field group. When a record with the selected [Primary] and [Current] checkboxes is modified, the data in the [Current employment] field group is updated automatically. If you select the [Primary] and [Current] checkboxes for another record in the [Job experience] detail, a message will appear asking whether the contact is still working in the specified position. If you click the [Yes] button, the [Primary] checkbox for the previous place of work will be cleared. If you click the [No] button, the [Current] checkbox for the previous place of work will be cleared. THE [HISTORY] TAB The tab details display records that are connected with the current contact. Activities messages or calls that are connected with the selected contact. The detail displays information from the [Activities] section. To connect an activity to a contact, fill in the [Contact] field of the activity page. 93

95 The [Contacts] section Opportunities A list of opportunities connected with the contact. The detail displays information from the [Opportunities] section. To connect an opportunity to a contact, fill in the [Contacts] field of the opportunity page. Documents This detail contains a list of documents connected to the selected contact. The detail displays information from the [Documents] section. To connect a document to a contact, fill in the [Contact] field of a document page. Leads List of leads that are qualified as the selected contact. The detail displays information from the [Leads] section. The lead is connected to the contact by the [Qualified as contact] column of the [Leads] section. THE [ATTACHMENTS AND NOTES] TAB Detailed information about the contact, as well as attachments and links to the web resources related to the contact. Attachments Use this detail to store files and links related to the contact. For example, on this detail you can add documents that reflect the contact relations history, or links to the contact's web resources. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the contact. You can edit and organize the notes directly on the detail. If you switch to another tab of the contact page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected with the current contact. SEE ALSO Integration with the MS Exchange service Integration with the Google organizer bpm online sales 94

96 User guide FINDING AND MERGING DUPLICATES In bpm online sales, you can search for duplicates and eliminate them in order to manage your customer database. When creating new records, the system automatically checks for duplicates. You can also schedule a periodic duplicates search for contacts and accounts. The functionality of the detail is identical to that in the [Contacts] and [Accounts] section. Read more ACTIONS IN THE [CONTACTS] SECTION FIND DUPLICATES The [Find duplicates] action opens an additional page that contains all possible duplicates. Records are added on the page automatically after the duplicates search is completed. Read more SHOW ON MAP The action shows the location of the selected contacts on map. Launching the action opens a window that displays contacts selected in the list. If the address is not filled in for all selected contacts, the action will not be performed. If the address is not filled in for some contacts or filled in incorrectly, then the corresponding information will be displayed in the appeared window. NOTE You can select multiple contacts in the section using the [Select multiple records] action. FILL IN WITH DATA FROM SOCIAL NETWORKS The action is used to fill in the contact page with data from his/her social network profiles. Read more SYNCHRONIZE WITH GOOGLE CONTACTS It is used for synchronizing the bpm online sales contacts with the Google Contacts. Read more SET UP GOOGLE SYNCHRONIZATION The action is available in the actions menu of the [Contacts] section. It sets up the integration between the Google Contacts and bpm online sales contacts. When you start this action, a setup window will open. Read more SYNCHRONIZE WITH CONTACTS IN EXCHANGE The action is displayed in the actions menu if the Microsoft Exchange provider is added to the system. The action is available if MS Exchange account is set up in bpm online sales. It is used for synchronizing the bpm online salescontacts with the contacts in MS Exchange. Read more ACTIONS WHEN SAVING A RECORD When you save a record, additional actions are available. Duplicates search when saving a record When you save a contact, a duplicates search page might open. It means that this record might be already registered in the system. You can edit the new record or indicate that the found records are not its duplicates. 95

97 The [Contacts] section PRINT Contact summary Displays the summarized information about the contact person. The table contains: a list of communication options and addresses of the contact as well as the history of interaction with them. This print option is available on the contact page in the [Print] menu. ANALYTICS IN THE [CONTACTS] SECTION The [Analytics] view displays the section summary information: charts, indicators, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [CONTACT ANALYTICS] TAB Save the contact data. NOTE Filters set in the section will be applied to all dashboard components. New employees Number of employees List of 5 contacts that have been recently employed by your company. It displays the contacts of the Employee type in descending order of the start date. Calculated indicator that displays the number of employees who work at our company. Number of contacts Calculated indicator that displays the number of sales contact records. Contacts by decisionmaking role Diagram displays the allocation of contacts by role in the decisionmaking process. REPORTS Noteworthy events of contact Data entry compliance The table contains a list of contacts and their noteworthy events for the selected period. It also includes their phone numbers and displays names of employees who are responsible for these contacts. The list of fields on the contact page is given as a table. For each field the table contains the number of records where this field is filled in and the corresponding percentage. It also displays the number of entries that have no data in this field. SEE ALSO Section analytics Analytics setup bpm online sales 96

98 User guide THE [ACTIVITIES] SECTION Use the ACTIVITIES section of the bpm online sales to optimize your working hours management, create a schedule, plan activities for other employees, track interconnections between activities and other system sections, and keep records of completed tasks. Use the section to manage incoming and outgoing calls, organize working with messages. VIEWS This section contains several views: calendar. Displays activities as an electronic day planner. Read more activities list. Displays activities as list of records. All list columns are described below in the context of the activity page. activity analytics. Displays charts, indicators and ratings that can be used for analyzing activities. Read more ACTIVITY TYPES In the system you can work with the following activity types: Task, Call, . The activity type is selected when creating a new record with [Add] button. Tasks and calls, as well as s have different record pages. For example, the task page includes the [Status] and [Result] fields, as well as the page includes the [To:] and [Subject] fields. FILTERS There are several quick filters set in the section. By date (the [Start] field of an activity page); By responsible employee (data in the [Owner] field and the [Participants] detail of an activity page). FOLDERS The list of folders of the [Activities] section contains the folder that is used for working with s. The folder can contain one or more mail accounts that are synchronized with bpm'online. Read more LATER IN THIS CHAPTER Calendar Task, call pages Common data The [General information] tab The [Participants] tab The [Attachments and notes] tab The [Feed] tab page Common data 97

99 The [Activities] section The [Message] tab The [General information] tab The [Attachments] tab The [Feed] tab The toolbar Actions in the [Activities] section Analytics in the [Activities] section SEE ALSO Integration with services by the IMAP/SMTP protocol Integration with the MS Exchange service Integration with the Google organizer CALENDAR The calendar view (Fig. 81) displays activities as an electronic day planner. Fig. 81 The calendar view You can add, copy, delete, as well as open an activity for viewing or editing using the toolbar buttons. When you copy an activity, the list of its participants will be copied too. bpm online sales 98

100 User guide Activities in the calendar can be filtered in the same manner as records in the list. THE CALENDAR AREA The calendar area is divided into days. The date and day of the week are displayed in the heading of each day column in the calendar. The title of the current day is highlighted. In the calendar area activities are displayed in the form of rectangular blocks whose height corresponds to the duration of activities. The current time is highlighted with an orange line. To scroll the calendar vertically, use the scrollbar at the right of the calendar or the [Up] and [Down] keys on your keyboard. THE CALENDAR SCALE A calendar cell can display time intervals from 5 to 60 minutes. You can modify the calendar scale by choosing the corresponding command from the [View] menu (Fig. 82). Fig. 82 Changing the calendar scale The calendar scale influences the accuracy of how activities are displayed (a calendar cell is always fully occupied). For example, if the cell is set to the interval of 60 minutes, the activity with 1 hour 20 minutes duration occupies 2 cells. In this case, the accurate duration of the activity is displayed (Fig. 83). Fig. 83 Activity start and due date in the calendar 99

101 The [Activities] section If the current calendar scale doesn't allow to display the accurate start and due time, you can see it on a hint pop-up that appear when you mouse over the activity subject (Fig. 84). A hint also contains the full text of the activity subject. Fig. 84 Hint Pop-up NOTE If the account is specified for an activity, its name will be displayed in the calendar before the activity subject. The activity subject does not contain the account name. ADDING ACTIVITY FROM THE CALENDAR Tasks can be added to the section directly in the calendar view. To do this: 1. Use the mouse to highlight the time period required to complete the activity (Fig. 85). Fig. 85 Highlighting a time period in the calendar view 2. Start typing the activity subject. A quick edit window will open already containing the added text (Fig. 86). Fig. 86 Adding a task 3. Enter the subject of your activity and save the changes. As a result, a new task will be added to the system. bpm online sales 100

102 User guide EDITING ACTIVITY IN THE CALENDAR VIEW To edit an existing activity directly in the calendar view: 1. Click the subject of the needed record in the calendar area. The quick edit window will open (Fig. 86). 2. Open the activity page by clicking the button, make changes and save them. NOTE If you need to only change the activity subject, edit it in the subject edit window and save the changes. To close the window without saving the changes, click the [Cancel] button or press the [Esc] key. You can also change the activity duration without opening its page. To do this, place the cursor at the activity time border, click the left mouse button and drag it to the desired time mark while holding down the left mouse button (Fig. 87). Fig. 87 Changing activity duration in the calendar view To move the activity to another date or time, drag it to the desired time in the calendar view. If some of the activities are scheduled for the same time, those activities will be displayed in the calendar view within the same time interval. LONG ACTIVITIES An activity is considered as Long if it lasts more than 24 hours (for example, a business trip or a vacation). Such activities are displayed above the calendar (Fig. 88). Fig. 88 Display of long activities in the calendar view If the start or due date can not be specified within the time period that the calendar displays, it will display either the start date or the due date of the activity (Fig. 88). QUICK ACTIVITY STATUS CHANGE You can also change the activity status without opening its page. To do this: 1. Click the subject of the needed record in the calendar area. The quick edit window will open (Fig. 86). 2. Click the [Mark as...] button. As the result, the system will display the list of statuses available for the activity (Fig. 89). 101

103 The [Activities] section NOTE The list of statuses vary depending on the type and current status of the selected activity. Fig. 89 Selecting activity status 3. Select the needed activity status and click [Save]. ACTIVITY COLORS IN THE CALENDAR VIEW Activities in the calendar view are highlighted with different colors depending on their status and due date. Activities are highlighted red when their due time has already passed while those activity were not in the final state yet (overdue activities). Blue is used to highlight activities that are not in the final state (not started or in progress) and have not passed their due time yet. Grey is used to highlight activities that are in the final state (completed or canceled). TASK, CALL PAGES In bpm online sales, a task can be: added manually; received through MS Exchange synchronization; received through Google synchronization. ATTENTION! To synchronize with external resources, you need to perform initial setup. MS Exchange synchronization and Google synchronization are described in separate chapters. The task (call) page consists of the field group that contains general data, and several tabs. bpm online sales 102

104 User guide COMMON DATA General information about activity Type Subject Start Due Duration (minutes) Duration (hours, minutes) Status Owner Author Priority Category Calendar Type of the activity, for example, Task or Call. It is selected when creating a record. The field is not displayed on the activity page, but is available in the list. The activity type defines the set of fields on the page. Aim of the activity, for example, Prepare documents or Call customer. The date and time when the task should be started and finished. By default, the [Due] field value is 30 later than the [Start] field value. Length of the activity. The fields are not displayed on the activity page, but can be viewed in the list. Status of the activity, for example, In progress or Completed. User who is responsible for performing the activity. User who initiates the new activity. Priority of the task, for example, High or Medium. Category of the activity, for example, Meeting or Paper work. The field can be viewed in the list of all activity types, but is displayed on the task page only. The Call value is automatically selected for all calls. Select this checkbox to make the activity visible in the calendar view. THE [GENERAL INFORMATION] TAB The tab contains the information about the activity: result of the activity completion, connection of the activity to other system objects, reminders for owner or author. Result The detail specifies what has been accomplished after performing the activity.. Result Result details Result of the activity. The field becomes editable, when the status of the activity is changed to Completed or Canceled. For different categories of activities the appropriate options for the [Result] field are available. For example, for paper work it can be Document ready, and for calls Information received. Detailed information about completing the activity. The field becomes editable, when the status of the activity is changed to Completed or Canceled. 103

105 The [Activities] section Connected to Information about system records connected with the activity. Account Contact Opportunity Document Lead Company or person that is connected with the activity. If you select a contact, then the [Account] field will be automatically filled in with the company specified on the contact page. Opportunity that entails performing the activity. If you select an opportunity, then the [Contact] and [Account] fields will be automatically filled in with the data from the fields of the selected opportunity. Document that is connected with the activity. Potential customer the activity is created for. When you select the value, the [Account] and [Contact] fields will be automatically filled in with values from the lead page. Reminders The detail is used for creating reminders for the activity. Remind owner Remind author Used for reminding the owner and/or author about the activity at the specified time. Information about new reminders will be displayed on the owner's and/or author's notification panel. THE [PARTICIPANTS] TAB The tab contains the list of the contacts who participate in the task/call. By default, when a participant is added to the detail from the contact list, the detail will display the information from the [Job title] and [Business phone] fields of the contact page. Also, the activity will appear among the activities of all users specified in the detail. NOTE The contact specified in the [Owner] or [Contact] field will be added to the [Participants] detail automatically. When you copy an activity, the list of its participants will be copied too. THE [ATTACHMENTS AND NOTES] TAB Additional information about the current task or call, as well as attachments and links to the web resources related to the activity. Attachments Use this detail to store files and links related to the activity. For example, on this detail you can add documents or useful links related to the activity. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. bpm online sales 104

106 User guide To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the activity. You can edit and organize the notes directly on the detail. If you switch to another tab of the activity page, the information on the [Notes] detail will be saved. THE [FEED] TAB The tab displays the messages from the FEED section that are connected with the activity. SEE ALSO Integration with the MS Exchange service Integration with the Google organizer PAGE ATTENTION! To receive and send s in bpm'online, you need to set up the provider connection parameters, register a new account and set up synchronization with the mailbox. If your company uses the provider that is integrated by the IMAP/SMTP protocol, for example, GMail, Yahoo, Yandex, you will need to set up the integration with the mailbox by the IMAP/SMTP protocol. If you use the MS Outlook service, set up the integration with MS Exchange. The page consists of the field group that contains general data, and several tabs. COMMON DATA General information about activity Type Category Subject From Type of the activity. It is selected when creating a record. The field is not displayed on the activity page, but can be viewed in the list. The value is automatically selected for all s. Category of the activity. The field is displayed in the list and on the view page, but is not available on the edit page. Subject of the . After the is sent, the field becomes noneditable. account of the sender. You can select the account from the list of mail accounts available for the current user. The field is automatically filled in with the address that is specified by default for the current user. For the message to be sent, the field must be filled in. 105

107 The [Activities] section To: Cc Bcc direction Addresses of recipients. You can enter the address manually or use the button to select recipients from the bpm online sales contacts. After the is sent, the fields become non-editable. Connecting an to a contact is done automatically based on the addresses of the sender and recipients. A list of recipients is displayed on the [Participants] detail. Information about the direction. It can be incoming or outgoing. The value is set automatically. The field is not displayed on the page, but is available in the list. THE [MESSAGE] TAB The tab contains the area that is used for entering the formatted text of the message. After the is sent, its text becomes non-editable. THE [GENERAL INFORMATION] TAB The tab contains the information about the The tab contains general information about the details, status and connections of the activity with other system objects. Owner Author Remind Remind owner Priority Calendar status status details Start Due Duration (minutes) Duration (hours, minutes) Sent on Status Name of the employee who is responsible for sending the . User who initiates sending the . Used for reminding the owner and/or author about the activity at the specified time. Information about new reminders will be displayed on the owner's and/or author's notification panel. Priority of the message, for example, High or Medium. Checkbox determines whether to display the in the calendar. Information whether the has already been sent. Error information if an error has occurred while sending. The field is not displayed on the page, but is available in the list. Date and time when working with the should start and finish. By default, the [Due] field value is 30 later than the [Start] field value. Length of the activity. The fields are not displayed on the page, but can be viewed in the list. Date and time when the message was sent. The field is not displayed on the page, but is available in the list. Current status of the activity, for example, In progress. Once the is sent, the status is automatically changed to Completed. bpm online sales 106

108 User guide Connected to Information about objects connected with the activity. Lead Account Contact Opportunity Document Potential customer an is created for. When you select the value, the [Account] and [Contact] fields will be automatically filled in with values from the lead page. Company or person who is connected with the . If you select a contact, then the [Account] field will be automatically filled in with the company specified on the contact page. Opportunity that entails sending the . If you select an opportunity, then the [Contact] and [Account] fields will be automatically filled in with the data from the fields of the selected opportunity. Document that is connected with the activity. THE [ATTACHMENTS] TAB Contains files that are attached to s. Files Use this detail to attach files to the letter, for example, images or text documents. The detail contains the following views: the tile view. In this view, the files added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. THE [FEED] TAB The FEED tab displays the messages from the FEED section that are connected with the current . THE TOOLBAR When you select the record in the list, additional buttons are displayed. The buttons will vary depending on the type and status. [Send] sends the selected from the account specified in the [From:] field to the addresses specified in the [To:], [Cc:] and [Bcc:] fields. Once an is sent, the activity status is changed to Completed, and most fields become non-editable. The button is displayed for s that have not been sent yet. NOTE You can also send an by using the [Send] action in the actions menu of the page. 107

109 The [Activities] section [Forward] forwards the message. Click this button to open a new page that will have the subject and text of the initial message. The button is displayed for incoming s, as well as for outgoing s that have been sent. [Reply] respond to the message. Click this button to open a new page that will have the subject and text of the initial message. The [To:] field will contain the address of the sender of the initial message. The button is displayed for incoming messages. [Reply All] send a response to all recipients of the initial . Click this button to open a new page that will have the subject and text of the initial message. The [To:] field will contain the owner's address from the initial message, and the [Cc:] and [Bcc:] fields will be filled in with the addresses of recipients of the copy and the blind copy respectively. The button is displayed for incoming messages. SEE ALSO Integration with services by the IMAP/SMTP protocol Integration with the MS Exchange service ACTIONS IN THE [ACTIVITIES] SECTION SYNCHRONIZE WITH GOOGLE CALENDAR Launches the synchronization between Google calendar and bpm online sales tasks. The action is available in the actions menu of the [Activities] section. Read more SET UP GOOGLE SYNCHRONIZATION Launches the synchronization setup between Google calendar and bpm online sales tasks. The action is available in the actions menu of the [Activities] section. Read more RECEIVE S Downloads incoming s from the mail accounts configured in bpm online sales. Read more SYNCHRONIZE WITH TASKS AND MEETINGS IN EXCHANGE The action is displayed in the actions menu if the Microsoft Exchange provider is added to the system. The action is available if MS Exchange account is set up in bpm online sales. It is used for synchronizing the bpm online sales activities with tasks and meetings in MS Exchange. Read more ANALYTICS IN THE [ACTIVITIES] SECTION The ANALYTICS view contains summary data based on the information in the section: charts, calculation indicators, rating lists and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [ACTIVITY ANALYTICS] TAB Analytics on the activities. bpm online sales 108

110 User guide NOTE Filters set in the section will be applied to all dashboard components. Particularly, filters by date and responsible employee. Number of meetings Number of calls Meeting and calls by owner Top 10 overdue tasks Calculated indicator. Displays the total number of activities of the Meeting category that are marked as Completed. Calculated indicator. Displays the total number of activities of the Call category that are marked as Completed. Diagram displays how the number of conducted meetings and calls are grouped by owner. You can see the number of completed Meeting and Call activities per user in descending order. If the filter by responsible employee is set in the section, the chart will display activities that have the current user specified in the [Owner] field or on the [Participants] detail. The list of 10 incomplete activities with their due time passed. The data is sorted in ascending order of the due date. In other words, the oldest activities are in the top of the list. REPORTS Activity report Activities of the current user for the previous week. The [Completed activities] part displays all completed activities for the specified period where the selected user participated (as listed in the [Participants] detail of the activity page). The [Incomplete activities] part displays overdue activities (whose due time has already passed while the activity was not in its final state) which the selected user is responsible for. SEE ALSO Section analytics Analytics setup 109

111 The [Opportunities] section THE [OPPORTUNITIES] SECTION From the moment a customer expresses the interest to work with you or purchase your services, enter information about the business opportunity in this section and update it regularly. Here you can plan perspective opportunities, determine their stages, analyze your competitors' steps as well as obtain insight via statistical data about sales and evaluate the general efficiency of the sales department. Entering the detailed information about the opportunity during the closure process will help you analyze won and lost opportunities and get the idea how to target your sales efforts more efficiently to succeed in further opportunities. VIEWS This section contains several views: opportunity list. Displays opportunities as a list of records. All list columns are described below in the context of the opportunity page. opportunity analytics. Displays charts, indicators and ratings that can be used for analyzing opportunities.read more LATER IN THIS CHAPTER Opportunity page Common data The [Opportunity details] tab The [Tactics and competitors] tab The [Leads] tab The [Products] tab The [Opportunity history] tab The [Account history] tab The [Attachments and notes] tab The [Feed] tab Corporate sale process Actions in the [Opportunities] section Analytics in the [Opportunities] section OPPORTUNITY PAGE The opportunity page consists of the field group that contains general data, and several tabs. bpm online sales 110

112 User guide COMMON DATA Manager's mood Opportunity name Account Stage Need type Emoticon that expresses how you feel about the opportunity. Track your mood during the sales process to be prepared for further steps Clicking on the emoticon opens an additional window where you can select your current mood. Name of the opportunity. For example, this field can contain the customer's name and the sales channel. If you add several sales to the same account add a serial number. Company that is the customer in the opportunity. This is a required field. Current stage of the opportunity, for example, Negotiations or Contracting. Once the field is filled in and the opportunity is saved, the information on the [Stages] detail of the [Opportunity history] tab will be updated. In this case the start date for the selected stage will be automatically set to the current date. Customer need type. For example, a product or service category that your potential or existing customer is interested in. This is a required field. THE [OPPORTUNITY DETAILS] TAB General information about the opportunity. New customer Existing customer Budget Opportunity amount Probability, % Reason won/lost Specify if this opportunity is the first sale to this company or it is a repeat sale. Approximate amount that the customer is willing to spend. Total cost of goods and services added on the [Products] tab. The field is non-editable and is filled in automatically. The chances of closing the opportunity. For example, at the qualification stage of the deal the sales probability could be 60% and when the contract is signed 90%. The range of values in this field can be from 0 to 100. Maximum value depends on the current stage of the opportunity: for example, the probability on initial stages cannot be 100%. When changing opportunity stage to Closed lost, Closed rerouted, Closed rejected, the field value will automatically change to 0 and the field itself will become non-editable. Maximum probability is specified for each stage in the [Opportunity stages] lookup. In the lookup you can also set what stages are final. The reason why you won or lost the opportunity. The field is displayed if the current opportunity stage is final and the value in the [Probability] field is

113 The [Opportunities] section Market segment Channel Partner Owner Created on Closed on Division Source The opportunity customer category, for example, Small business or Enterprise. Channel of the opportunity, such as Direct or Partner. The account that is the partner for this opportunity. The field is displayed if the value in the [Channel] field is Partner. Name of the employee responsible for working with the opportunity. Opportunity start date The date when you plan to close this opportunity (if the opportunity is not closed yet) or actual date the opportunity was closed on. Actual end date of the opportunity is specified in the field automatically, when the opportunity enters final stage. The field then becomes non-editable. If the opportunity stage is set to a non-final stage, the field will become editable again. A business unit the current opportunity belongs to. It is corresponding to the part of your company that is in charge of handling this kind of opportunities. For example, opportunities can be classified according to the customer type, product type, channel, region, etc. The lookup of this field contains the list of divisions the current opportunity can be assigned to. Managing organizational structure is done in the [Users] section. Source of information that lead to fist contact with the customer regarding this opportunity. For example, Customer referral, Cold call. Team List of opportunity participants from our company's side. Opportunity Account Contact Role Notes Name of the opportunity which involves the contact. Name of the company where the opportunity participant works. For example, it can be your company, partner company or a contractor. Name of the opportunity participant. If the [Account] field is filled in, the lookup values in this field are filtered by the selected account. The role of the participant in the opportunity, for example, Sales representative or Presale. Additional information regarding the participant or the specific role he/ she plays. bpm online sales 112

114 User guide Contacts List of opportunity participants from the customer's side. Opportunity Contact Role Influence Decision-making factors Loyalty Notes Name of the opportunity which involves the contact. Customer's contact person for this opportunity. Only contacts of the customer's account are available. The role of the participant in the opportunity, for example, Contact person or Decision maker. Contact's influence on the final decision regarding the purchase, for example, High or Medium. Factors that influence how interested the contact is in closing this opportunity successfully, for example, Reliability, Profitability, Productivity improvement. Specify decision-making factors on the corresponding detail when adding a contact. Contact's attitude towards this opportunity. For example, Interested, Not interested. Additional information about the customer's contact. THE [TACTICS AND COMPETITORS] TAB Information about strengths and weaknesses of your company and its competitors. Our strengths Competitive strengths and weaknesses of your offer for this opportunity. Our weaknesses Sales tactics Verified on Recommendations on next steps in your negotiations with the customer. Changes of sales tactics are recorded on the [Stage history] detail. Date of the last discussion about sales tactics with the manager. Changes of verification date are recorded on the [Stage history] detail. Competitors Information about companies that are competing for this opportunity. Opportunity Manufacturer Supplier Name of the opportunity which involves the competitor. The company that manufactures the product distributed by a competitor within this opportunity. The company that is a competitor for this opportunity. You can select accounts of the Competitor type. 113

115 The [Opportunities] section Competitor's product Weaknesses Strengths Winner The product offered by the competing company. When the value is selected in the [Competitor's product] field, the [Strengths] and [Weaknesses] fields are filled in automatically with the corresponding values from the fields of the selected product. Competitive strengths and weaknesses of the competitor's product. The fields are filled in automatically when the [Competitor's product] field is filled in. Checkbox determines whether the competitor won the opportunity. NOTE Filling in the [Supplier] or [Competitor's product] field is required. Stage history Information about changes of sales tactics. The records are added on the detail automatically, when the value in the [Sales tactics] or [Verified on] fields is changed. THE [LEADS] TAB A list of needs (leads) connected with the selected order. It displays information from the [Leads] section. To connect a lead to an order, fill in the [Order] field on the [History] tab of the lead page. THE [PRODUCTS] TAB The list of products that are to be offered within the opportunity. Opportunity Product Price Number of licenses Amount Quoted on Interest Notes Name of the opportunity that involves offering the product. This is a non-editable field. The name of the product or service that is offered. Price for the product unit Quantity of products offered. Total cost of the selected quantity of products. Quotation date for the product. Customer's interest after the proposal has been made, for example, Confirmed. Additional information about offered product. THE [OPPORTUNITY HISTORY] TAB The tab contains the information about opportunity progress and system records connected to it. bpm online sales 114

116 User guide Stages The list of completed opportunity stages. You can change the owner of the selected stage or enter a comment. The remaining fields are non-editable. Opportunity Stage Start Name of the opportunity the stages belong to. A clearly defined phase of the opportunity, such as Negotiations or Contracting. The start and end dates of the opportunity stage. End Owner Notes Name of the employee responsible for the opportunity stage. Additional information about the opportunity stage. Records are automatically added on the detail based on the information entered on the opportunity page. New record will be added each time the opportunity stage is changed. The [End] field for the previous stage will be automatically filled in with the current date. When the final stage is selected, current date will be entered as start and end dates. Activities NOTE Final stage of the opportunity is considered to be the one that has the [Final] checkbox selected in the [Opportunity stages] lookup. Tasks, s and calls that are connected with the opportunity. It displays information from the [Activities] section. To connect an activity to an opportunity, fill in the [Opportunity] field of an activity page. Documents This detail contains a list of documents connected to the selected opportunity. It displays information from the [Documents] section. To connect a document to an opportunity, fill in the [Opportunity] field of a document page. THE [ACCOUNT HISTORY] TAB The tab contains the information about all interactions we have had with the account who is a customer in the current opportunity. Contacts The list of contacts of the customer the deal is made with. The detail displays information from the [Contacts] section: a list of contacts for which this company is indicated as the place of work in the [Job experience] detail. Contact name Job title Company employee. Position held by the contact. 115

117 The [Opportunities] section Mobile phone Business phone of the employee. The address of the contact. Opportunities A list of other sales for this customer. The detail displays information from the [Opportunities] section. To connect an opportunity to an account, fill in the [Account] field of the opportunity page. Activities Tasks, s and calls that are connected with the opportunity customer's account. It displays information from the [Activities] section. To connect an activity to an account, fill in the [Account] field of an activity page. Attachments and notes Files connected with the opportunity customer's account. THE [ATTACHMENTS AND NOTES] TAB Additional information about the current contact, as well as attachments and links to the web resources related to it. Attachments Use this detail to store files and links related to the opportunity. For example, here you can attach a file or a scan copy of the document related to the opportunity. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the opportunity. You can edit and organize the notes directly on the detail. If you switch to another tab of the opportunity page, the information on the [Notes] detail will be saved. THE [FEED] TAB Feed messages connected with the current opportunity. bpm online sales 116

118 User guide CORPORATE SALE PROCESS The CORPORATE SALES business process involves working with OPPORTUNITIES, ACTIVITIES and ACCOUNTS sections. The process includes verification of interest and several other consecutive stages, each consisting of certain steps. You can go through the process in sequential order, stage by stage. Also, you can skip any stage or return to a previously completed stage of opportunity, if such is required for a certain opportunity. Described below are the ways you can use to start a process, and process execution general features: Starting a process Going through process steps Going through stages Each process stage is described in detail below: Interest verification stage The [Qualification] stage The [Needs analysis] The [Presentation] stage The [Id. decision makers] stage The [Proposal development] stage The [Proposal submission] stage The [Negotiations] stage The [Contracting] stage Process completion options are as follows: Ending a process NOTE Business process management details, including tools to add and edit processes, can be found in a separate book. STARTING A PROCESS Corporate sales process can be run in a number of ways: By using the [Run process] action in the side panel (Fig. 90). The action opens a window, where you need to select the Corporate sale process and either click [Run] or double-click the process. As a result, a new sale process will run, starting from the interest verification stage. 117

119 The [Opportunities] section Fig. 90 Running a process from the side panel By using the [Run process] command in the command line (Fig. 91). To start a process, type in the Run process command in the command line and then continue by typing in the name of the process Corporate sale. As a result, a new sale process will run, starting from the interest verification stage. Fig. 91 Running a process from the command line By using the [Run corporate sale process] on the opportunity page (Fig. 92). In such case, the selected opportunity process will run, starting from the stage that the selected opportunity is currently at. Automatically, when the lead status is changed to Awaiting sale. bpm online sales 118

120 User guide Fig. 92 Starting a process from the opportunity page NOTE If you start working with a new opportunity, we recommend that you run the process from the side panel or from the command line. In such case, the opportunity will be created while running the process. If you manually created an opportunity before, and now wish to continue working with it in terms of a process, use the corresponding command on the opportunity page. GOING THROUGH PROCESS STEPS As a rule, working with a process involves creating activities that define the actions to be done at each stage. List of such activities can be found in the ACTIVITIES section and on the [Opportunity history] tab of the opportunity page. You can complete a step right after you have activated it. Also, you can postpone completing a step and return to it later by opening the corresponding activity (Fig. 93). Fig. 93 Opening a process activity To complete an activity created by the process, click one of the results available for the selected step (Fig. 94). As a rule, when an activity becomes completed, the next step of the process is activated. If an activity is canceled, the stage will end early. 119

121 The [Opportunities] section Fig. 94 Completing a process activity NOTE The system only displays the activity results that are relevant for the process. For example, Issue invoice result will not be displayed while verifying the customer interest at the needs analysis stage. A process can also activate steps that do not include any activities. If such step is postponed, you can return to it by using the [Move down the process] on the opportunity page (Fig. 95). Fig. 95 Moving down the process NOTE You can also continue the process run in the [Process log] section. Detailed description of this section functionality can be found in the bpm online business process documentation. While going through some of the process steps, the system will give you hints to help you keep track of the vital information required to successfully manage the opportunity. For example, at the needs analysis stage, on the step that involves the activity of collecting the customer information, the system will recommend you the information that you need to pay attention to. If you click, the hint will be displayed in the pop-up window (Fig. 96). Fig. 96 The hint button To hide the hint, click [OK] (Fig. 97). bpm online sales 120

122 User guide Fig. 97 Example of a hint GOING THROUGH STAGES When all the process steps are completed within any stage of opportunity, a window will open to let you select the next action (Fig. 98). Fig. 98 Choosing an action when ending a stage You might want to go to the next opportunity stage without completing the current stage steps. For example, you are preparing for a meeting with your customer, who calls you to inform about the budget changes that require you to return to one of the previous stages. In such case, select the needed stage in the [Stage] field of the opportunity page and save the opportunity. The process will activate steps for the new stage, and all the incomplete activities from the previous stage will be canceled. NOTE Each stage can be performed as many times as required to manage the opportunity. INTEREST VERIFICATION STAGE This is the first stage of the corporate sale process. This stage is performed if the process was run from the command line or from the side panel. The aim of performing this stage is to make sure that the customer allocated a budget, that the need is defined and the time to make purchase-related decisions is scheduled. 121

123 The [Opportunities] section When the process starts, the Call activity is added in order to schedule a call to the customer to verify the interest. If the interest is verified and the customer is ready to meet or get the information about your services in a different way, specify in the next step the preliminary date and time of the meeting. After you saved the information, a new opportunity window will open, where you need to specify the customer company, enter the opportunity information and select the next stage. NOTE If necessary, you can postpone a process step to a more convenient time and return to it later. The rest of the process flow will depend on how the sales are organized in your company and which employee started the process. If the process was started by a manager and the rest of the opportunity routine will be done by the same employee, select the Needs analysis stage. As a result, the current user will become the opportunity owner. If the process was started by a manager, but the rest of the opportunity routine will be done by another employee (for example, it can be a contact center employee who registers opportunities and distributes them among the managers), select the Needs analysis stage. Specify the opportunity owner as well. If there are several sales divisions in your company and the decision on whether to work on the opportunity or not is made by the division head, select the Qualification stage. As a result, the selected division head will become the opportunity owner. NOTE You can form the organizational structure of your company in the [Users] section. The list of sales divisions and division heads can be specified in the [Divisions] lookup. THE [QUALIFICATION] STAGE The aim of performing this stage is to decide whether to work on the opportunity or not and to assign a manager as the opportunity owner. This stage is required if there are several sales divisions in your company and the decision on whether to work on the opportunity or to reject it is made by the division head. If the sales division and the division head were specified at the previous stage, then a task will be added for the division head to assign the opportunity owner. If any of the above conditions are not met, then the system will automatically assign the current user as the opportunity owner. After being assigned, the opportunity owner has the rights to read and edit information about the account, who is a customer in the current opportunity, and to read all the opportunities connected to this account. Detailed information about record access rights can be found in the Access Rights chapter. THE [NEEDS ANALYSIS] The aim of performing this stage is to collect all the information about the customer and to define the customer needs in detail in order to successfully manage the opportunity. During the stage run, the system creates the activity for the owner to collect the customer information for example, company development history and information about key contacts. After all the required customer information is collected, the system will create the Call activity to call to the customer, verify the interest and agree the presentation date and time. To complete the activity, click one of the results available (Fig. 99). bpm online sales 122

124 User guide Fig. 99 Call results at the needs analysis stage If you select the Redial later result, the Call activity will be added again. Otherwise, the process stage will end. THE [PRESENTATION] STAGE The aim of performing this stage is to present your company and the products you can offer to the customer. At this stage, manager prepares the presentation with respect to the customer needs, performs the presentation and enters the information about its results. At this stage, the system creates the activity for the owner to prepare the presentation. Choose from your knowledge base the appropriate presentation for the particular customer. Think about the questions you want to ask the customer, collect some examples for demonstration, define the list of contacts who will represent the customer and the list of existing competitors. When you completed the activity of preparing the presentation, the process will switch to the standby mode and wait for the signal from the system to continue performing the process steps. Such signal is the completion of the Conduct presentation activity. The Conduct presentation activity can be created at different process stages, depending on whether or not the opportunity was managed by the process. The activity due date can be preassigned manually or set automatically. If the opportunity was initially managed by the process, the Conduct presentation activity will be added at the interest verification stage, with the date and time that you specified for the activity. If the process was started from the manually added opportunity, the Conduct presentation activity will be automatically created at the presentation stage when the activity of preparing the presentation is completed. By default, the Start field of the added activity will be filled in with the record creation time. You can edit the field by entering your actual presentation time. When the presentation activity is completed, the process will display the opportunity page where you need to enter the information based on the presentation results: specify participants, opportunity management tactics, information about the products that the customer is interested in. The rest of the process will depend on the presentation results. If the presentation revealed some new information about the customer's influential contacts, such as stakeholders and decision makers, switch to the [Id. decision makers] stage. If you did not get any new information about the customer's key contacts, switch to the [Proposal development] stage. 123

125 The [Opportunities] section THE [ID. DECISION MAKERS] STAGE The aim of performing this stage is to define the key contacts in order to manage the opportunity based on the information about customer's influential contacts. On the opportunity page, enter the information about the customer's decision makers and company stakeholders. You can manage the participants list, specify their level of influence, loyalty and main motivation factors. THE [PROPOSAL DEVELOPMENT] STAGE The aim of performing this stage is to prepare a proposal that would satisfy the customer needs to the fullest. At the beginning of this stage, specify if you need to calculate the proposal (Fig. 100). Fig. 100 Proposal calculation option Further process steps will depend on your answer. If you choose to calculate the proposal, the system will consecutively add two activities: Prepare and upload proposal calculation and Prepare proposal. The second activity will be created only after the first one is completed. If you do not need the proposal calculation, the system will only create one activity: Prepare proposal. While preparing your proposal, you can automatically calculate the product prices on the opportunity page, save the documents and connect them to a certain opportunity. Use the document approval process to agree proposals inside your company. THE [PROPOSAL SUBMISSION] STAGE The aim of performing this stage is to submit your proposal to the customer. The stage run will depend on results of the activities added by the process. 1. At the beginning of the stage, the system creates the Prepare materials for submitting the proposal activity. a. If the activity is completed, the opportunity page will open where you need to specify information about the opportunity tactics to be applied after discussion with the manager. b. If the activity is canceled, the stage ends. 2. After you entered all the required data on the opportunity page, the system will create the Submit the proposal activity. a. If you postpone the activity, the process will return to a previous stage and create the Prepare materials for submitting the proposal activity again. b. If the activity is completed or canceled, the stage ends. The rest of the process will depend on the proposal presentation results. bpm online sales 124

126 User guide If the customer requires more time to make a decision or to discuss the conditions to achieve new agreements, go to the [Negotiations] stage. If the customer is satisfied with your products and services and is ready to make a deal, go to the [Contracting] stage. THE [NEGOTIATIONS] STAGE The aim of performing this stage is to discuss and mutually agree the sales conditions. At the beginning of the stage, clarify the opportunity tactics and further negotiation steps. Enter the information on the opportunity page: enter new data obtained during negotiations, information about competitor strengths and weaknesses in order to flexibly manage the opportunity tactics. Then, specify if you need to discuss the negotiation tactics with the manager (Fig. 101). Fig. 101 Discussion of negotiation tactics with the manager Further process steps will depend on your answer. If discussion is required, the opportunity page will open where you can enter the information about discussion results. After that, the system will create the Negotiate a deal activity. If discussion is not required, the system will go to the Negotiate a deal step. When the Negotiate a deal activity is completed or canceled, the [Negotiations] stage will be completed. THE [CONTRACTING] STAGE The aim of performing this stage is to prepare the documents and sign a contract with the customer. Use the document approval process to shorten the time for preparation and agreeing the necessary documents. At the beginning of the stage, the system creates the activity to collect data for contract preparation. When this task is completed, the system will create the Prepare contract activity. When the contract is prepared, the system will create the activity to agree the contract and sign it with the customer. The rest of the process will depend on the result of the Agree and sign the contract with the customer. If the activity is completed, the stage will end, and the [Stage] field on the opportunity page will automatically be filled in with the Closed won and become non-editable. If the document requires revision, then the stage will run from a more recent step and the Prepare contract activity will be created again. ENDING A PROCESS An opportunity can be ended at any stage. To do that, select one of the terminal stages of the opportunity: 125

127 The [Opportunities] section Select Closed won if the opportunity was completed successfully. For example, when you signed a contract with the customer. In such case, check if the information on the opportunity page is up to date and schedule the activities related to the customer. Select Closed lost if the opportunity was completed unsuccessfully. For example, when your customer gave preference to a competitor. In such case, in the field [Reason won/lost], select [Lost], and specify the winning competitor on the [Tactics and competitors] tab. Select Closed rerouted, if the customer needs changed or the opportunity was initially classified incorrectly. For example, if the needs analysis revealed that the customer is interested in a different class of goods, or that the customer belongs to a different target segment. In such case, close this opportunity, add a new one and specify correct information for the new opportunity. Select Closed rejected if you want to terminate the opportunity and do not want to continue cooperation with the customer. For example, if you found out that you cannot satisfy the customer needs and this time. NOTE Business process management details, including tools to add and edit processes, can be found in a separate book. ACTIONS IN THE [OPPORTUNITIES] SECTION This section features additional actions on top of the standard ones. ASSIGN OWNER When performing this action, a lookup opens where you can select a user to assign as the owner of this opportunity. The lookup contains the list of employees who have user accounts and are members of the user group specified as the [Division] on the opportunity page. The number of unfinished opportunities is shown for each of the displayed contacts. The selected employee will be specified in the [Owner] field for all opportunities that were chosen when the action was performed (if the user who executes the task has permission to edit the corresponding records). RUN CORPORATE SALE PROCESS To run a business process for the current opportunity, open its page and perform this action. Fill out the [Division] lookup by specifying groups of employees who are responsible for various types of sales. Also fill in the [Division] field for all opportunities the process will run for. PRINT Print options are available in the [Actions] menu of the opportunity page. Proposal Information on quoted products, their quantity and cost in the selected currency. The list displays those products from the [Products] detail for which the quote result is not specified. bpm online sales 126

128 User guide Opportunity summary Aggregated summary information about an opportunity. The table contains data from the opportunity page, including the list of all meetings, calls and s connected with the opportunity, with the filtering parameters taken into account. Additionally, it displays data about the products added on the [Products] detail. ANALYTICS IN THE [OPPORTUNITIES] SECTION The ANALYTICS view contains summary data based on the information in the section: charts, indicators, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [OPPORTUNITY ANALYTICS] TAB The tab displays the summary information about opportunities. NOTE Filters set in the section will be applied to all dashboard components. New vs existing customer sales by month Won vs lost opportunities by month Diagram displays total opportunity amount for the sales to new customers and existing customers per month. The data is displayed in chronological order. Diagram displays the number of won and lost opportunities. Closed opportunities are grouped by month (in chronological order). Closed and won deals are displayed in separate series. THE [SALES PIPELINE] TAB The tab displays analytical information on the opportunity allocation by stages. 127

129 The [Opportunities] section NOTE Filters set in the section will be applied to all dashboard components. Sales pipeline Opportunity amount in pipeline Number of opportunities in pipeline Sales pipeline is used to analyze opportunities success, as well as to plan the number of the new ones to guarantee future revenue. Chart element height corresponds to the number of opportunities with an up-to-date status. Opportunities with Closed lost, Closed won, Closed rejected and Closed rerouted statuses are not taken into account. STAGE CONVERSION RATE displays the percentage of opportunities that moved from one stage to another later stage during the specified period. For example, during the month, 100 opportunities were at the Needs analysis stage, and 50 of them moved to the later stage by the end of the month. So, monthly stage conversion rate is equal to 50%. For example, during the month, 100 opportunities were at the Needs analysis stage, and 50 of them moved to the later stage by the end of the month. So, monthly stage conversion rate is equal to 50%. THE PIPELINE CONVERSION displays the opportunities percentage at a certain stage, during the specified period, against the total number of opportunities that started during this period. For example, 100 opportunities started during the month, and 55 of them passed the Presentation stage. So, monthly pipeline conversion of the Presentation stage is equal to 55%. THE NUMBER OF OPPORTUNITIES displays how opportunities that started during the specified period are grouped by stages by the end period. For example, by the end of the month 15 opportunities that started during the specified period are on the Proposal development stage. So, the pipeline will now display 15 opportunities at this stage. Calculated indicator that displays the total amount of all opportunities in the pipeline. Calculated indicator that displays the number of opportunities in the pipeline. THE [PIPELINES COMPARISON] TAB The tab displays two dashboard components of sales pipeline: Sales rep pipeline and Company pipeline. The Sales rep pipeline involves filters settings in the section, whereas Company pipeline forms independently from the filters. THE [SALES REP EFFICIENCY] TAB The tab displays information for analyzing the efficiency of sales representatives. NOTE Filters set in the section will be applied to all dashboard components. Opportunities per sales rep The diagram displays how the amount of closed opportunities are grouped per sales representative. Only the opportunities at the Closed won are considered. bpm online sales 128

130 User guide Number of active opportunities per sales rep Number of meetings per sales rep Number of calls per sales rep The diagram displays the allocation of open opportunities per sales representative. The opportunities of the following stages are not taken into account: Closed won, Closed lost, Closed rejected, Closed rerouted. The diagram displays the number of unconducted meetings connected with opportunities per sales representative. The data is sorted in alphabetical order. If the filter by owner is set in the section, the chart will display all unconducted meetings connected with opportunities of the selected user regardless of who is responsible for the meeting. Diagram displays the allocation of calls made within opportunities per sales representative. The data is sorted in alphabetical order. If the filter by owner is set in the section, the chart will display all calls made within opportunities of the selected user regardless of who is responsible for the call. SEE ALSO Section analytics Analytics setup 129

131 The [Documents] section THE [DOCUMENTS] SECTION In bpm online sales, the DOCUMENTS section is designed to manage company's documentation. In this section, you can register contracts, addenda and incoming documents, and electronically approve them. Document printables can be saved as files or sent to printer. In bpm online sales, you can also store external document files, for example, files received from customers. VIEWS This section contains several views: documents list. Displays documents as list of records. All list columns are described below in the context of the document page. document analytics. Displays charts, indicators and ratings that can be used for analyzing documents. Read more DOCUMENT TYPES In the system you can work with the following document types: Contract; Addendum; Incoming correspondence. Document type is defined when adding a new record, by clicking the [Add] button. The fields on the document page vary, depending on the document type. For example, contract page contains the [Signed on] and [Supplier] fields, and incoming document page contains [Outgoing number] field. FILTERS The following quick filters are available in the section: By date (the [Date] field of the document page); By responsible employee (the [Owner] field of the document page). LATER IN THIS CHAPTER Document page The [General information] tab The [Products] tab The [Approvals] tab The [History] tab The [Attachments and notes] tab The [Feed] tab The document product page Document approval process Actions in the [Documents] section Analytics in the [Documents] section DOCUMENT PAGE The document page consists of the field group that contains general data, and several tabs. bpm online sales 130

132 User guide COMMON DATA General information about the document. Type Document number Signed on Date Owner Remind Type of the document, for example, Contract. The type of document is selected when creating a record. The filed is not displayed on the record page, but is visible in the list. The document type defines the group of fields available on the document page. Number of the document. The system automatically generates numbers in accordance with a specified pattern. Use the Document number mask system setting to customize automatic numbering of documents. The date when the document was signed. This field is displayed on the contract and addendum pages only. Document registration date. This field is displayed on the incoming document page only. Name of the employee responsible for working with the document. The checkbox is used for activating a reminder for the document owner on the specified date and time. The reminder will be displayed on the communication panel when the specified point in time is reached. THE [GENERAL INFORMATION] TAB This tab contains general information about the document, total price of products or services delivered under contract, and document connections. Account Account and/or contact that are connected with the document. Contact Status Customer details Outgoing number Notes Supplier The current status of the document, for example, Signed or In progress. Banking information used to make payments for the document. The options for the selected company are formed in the [Banking details] detail of the account page. If the selected company has only one record on this detail, then the [Banking details] field will be filled in automatically with that data. The field becomes available after the [Account] field is filled in. Outgoing number assigned to the document by sender. This field is displayed on the incoming document page only. Additional notes for the document. For example, you can specify the deadline for replying to an official letter. This field is displayed on the incoming document page only. Company that is the supplier according to this document. This field is displayed on the contract and addendum pages only. 131

133 The [Documents] section Supplier details Start End Banking information of the company that is the supplier according to the document. The options for the selected company are formed on the [Banking details] detail of the account page. If the selected company has only one record on this detail, then the [Banking details] field will be automatically filled in with that data. This field is displayed on the contract and addendum pages only. Date when the contract comes into force. This field is displayed on the contract page only. Contract expiry date. This field is displayed on the contract page only. Amount Information about the total price of goods and services provided within the contract. This field is displayed on the contract page only. Currency Exchange rate Amount Amount, base currency Currency that is used to specify the amount. By default, this field is filled in with the base currency. The exchange rate of the selected currency in relation to the base currency. The field is automatically filled in based on data in the [Currencies] lookup. If necessary, you can enter a different exchange rate. If the currency for the contract is the base currency, then the value in this field will be equal to one. Total price of the products in the contract that is specified in the contract currency. This is a non-editable field. The value is calculated automatically based on the cost of all products added on the [Products] tab. Total amount of the contract specified in the base currency. The field is non-editable. Its value is calculated based on the exchange rate. NOTE Use the Base currency system setting to select a base currency. Connected to Information about system records connected with the document. Opportunity Parent document Name of the opportunity connected with the document. Once an opportunity is selected, the customer fields are filled in automatically based on the customer information in the opportunity. Document for which the current one is subordinate. For example, a contract that the addendum is connected with. This field is displayed on the contract and addendum pages only. bpm online sales 132

134 User guide THE [PRODUCTS] TAB This tab contains the list of goods and services included in the document. Here you can save information about the quantity of each product, their price and the discount. Document product page is used to add and edit records on the tab. SEE ALSO The document product page THE [APPROVALS] TAB The tab is designed for keeping record of electronic approvals of the documents. Read more THE [HISTORY] TAB The tab contains system records connected with the document. Activities Tasks, messages and calls connected with the document. It displays information from the [Activities] section. To connect an activity with a document, fill in the [Document] field of an activity page. Subordinate documents List of documents for which the current one is the parent document (for example, subordinate documents of a contract can include addenda). To connect a subordinate document with its parent, fill in the [Parent document] field of the document page. THE [ATTACHMENTS AND NOTES] TAB Additional information about the current document, as well as attachments and links to the web resources related to it. Attachments Use this detail to store files and links related to the document. For example, here you can attach a file or a scan copy of the document received from a customer. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. 133

135 The [Documents] section Notes The detail is used to store additional text information about the document. You can edit and organize the notes directly on the detail. If you switch to another tab of the document page, the information on the [Notes] detail will be saved. THE [FEED] TAB Feed messages connected with the current document. THE DOCUMENT PRODUCT PAGE Document product page is used to add and edit records on the [Products] tab. Document Product Number of the document in which the product is added This is a noneditable field. The name of the product that was added to the document. The field is filled in with the values from the products lookup. Custom product Unit of measure Quantity Delivered on Price Amount Discount, % Discount amount Tax Name of any non-standard product, for instance, a one time sale of a customized computer. The field is filled in manually. When the [Product] field is filled in, then the [Custom product] field becomes non-editable, and vice versa. Measuring unit for product quantity. When you select a product from the lookup, the field is non-editable and is filled in with base unit specified on the [Price] detail of the product page. For the custom product, you cal specify a measuring unit from the common list. Number of product units in the document. Expected date and time of the product delivery. Price per product unit. When you select a product from the lookup, the field is non-editable and is filled in with the price specified on the product page. The price is converted to be displayed in currency of the document. For a custom product, you can specify the price manually. The total cost of the selected quantity of products. The field is noneditable. Its value is calculated automatically based on the price per one unit and the quantity of products. The percentage and amount of discount given on the product. The values in these fields are interrelated, therefore, when you change the value in one of the fields, the value in the other field will be automatically recalculated. If you change the price and/or quantity of the product, the value in the [Discount amount] field will be automatically recalculated as well. Tax type. For example, VAT. By default, this field is filled in with the tax value from the product page. bpm online sales 134

136 User guide Taxes, % Tax amount Total The percentage of the selected tax. The information in this field is noneditable and is filled in based on the [Taxes] lookup. This is a non-editable field. The value is calculated based on the percentage of tax and total cost of the product. The total cost of products including any applied discount. By default, it is assumed that product price includes taxes. If necessary, you can disable this option by changing the Price includes taxes system setting. In this case, tax will be on top of the product price. Specifics of product cost calculation in a document The cost of product in document depends on the document currency and the currency in which base price of the product is specified in the [Products] section. Thus, if the currency of product initial price is the same as the document currency, the document product price will be equal to base price of the product. If the currencies are different, the product base price will be converted to document currency using the exchange rate specified in the document. The conversion is first done from the currency of the product's base price to base currency, and then - from base currency to the document currency. If document currency is changed, product prices will be recalculated, except for the custom products. DOCUMENT APPROVAL PROCESS Use the approval feature to approve a document, for example, to agree an addendum with a manager. The approval can be set (approved or rejected) by one or more of your company's employees, for example, by a department manager or a CEO. The approval process encompasses the [Send for approval] action, the [Approvals] tab on the document page and the communication panel. SENDING FOR APPROVAL You can start the approval process by running the [Send for approval] action on the document page. This action opens the approval parameters input page Approver Objective Delegation permitted Specify a department or an employee that will receive the document for approval. The lookup field contains the list of roles, that is names of users and user groups. If you select a user group, all its users will be authorized to approve the document. Enter the objective for the approval, for example, Contract amount. Select the checkbox to allow to delegate the right to approve the document to another employee. Once the a document is submitted for approval, it will become unavailable for editing to all users who previously had this permission. Then, if a valid approval is obtained from the approver, the approval process will end with corresponding result. If a previously rejected approval is found, then the approval status will become [Canceled]. In this case, and also if the previous results of approvals are not found, the user who was assigned as approver will receive a notification that the document needs approving. 135

137 The [Documents] section APPROVAL MANAGEMENT TOOLS Approving documents or delegating the approval to a different user can be done in the communication panel or in the [Approvals] tab. The [Actions] menu features additional commands to manage approvals. [Show all approvals]/[show active approvals] displays all approvals added on the detail for the document, or only those that need to be set. By default, it displays active approvals only. [Approve] sets the approval with the positive result for the document. Select this action to open the additional window that will be used for entering comments for the approval. After confirmation, the approval status is changed to Positive. [Reject] sets the approval with the negative result for the document. Select this action to open the additional window that will be used for entering comments for the approval. After confirmation, the approval status is changed to Negative. [Change approver] changes the employee assigned as approver for the document. The action is available for users that have the right to approve documents if the [Delegation permitted] checkbox is selected for the approval and the [Delegated from] is not filled in. This action opens a list of users and user groups that comprise the organizational structure of your company. The user selected in this list will be specified in the [Approver] field, and the current user will be specified in the [Delegated from] field. [Delete] deletes the selected approval. Requires administrator privileges. An approval can only be deleted after being approved/rejected by the approver or canceled. The [Approve], [Reject], and [Change approver] commands can be used for approvals in the To set status that have the [Canceled] checkbox cleared. APPROVAL RESULT NOTIFICATION Once the approval is accepted by the approver, the document owner will receive an . If the negative approval is set, the owner will again be allowed to edit the document and will be notified by about this. By changing the value of the Send message if approval is required system setting, you can enable or disable this feature. APPROVAL INFORMATION VIEW The [Approvals] tab of a document page contains information about the approvals created and processed. Detailed information about an individual approval can be found on the approval page that can be opened with the [Open] command in the [Actions] menu. The approval page is non-editable. Approver Status Set on Set by A department or an employee that is specified as approver for the document. The field is filled in once the approval is created. If a group of users is specified, then all users in this group are authorized to approve the document. Approval result, for example, Positive. When a new record is created, it has the To set status. Document approval date and time. Name of employee who approved the document. bpm online sales 136

138 User guide Delegation permitted Delegated from Canceled Approval objective Notes Positive value indicates that the approval forwarding is permitted. Name of the employee that forwarded the document approval. This field is filled in as a result of assigning a new approver. For example, initially, a sales department manager is specified in the [Approver] field. If the approval is later delegated to the finance department, the [Delegated From] field will be filled in with the name of the sales department manager. The checkbox indicates that this approval is not active. This checkbox is selected during the approving process. For example, if the negative approval of the same approver is found when sending for approving, then this approval becomes canceled. Purpose of the approval. The field is filled in once the approval is created. Additional comment about the approval result, for example, document remarks. The field is filled in once the approval is set or rejected. ACTIONS IN THE [DOCUMENTS] SECTION Besides the standard actions, the section contains additional ones. SEND FOR APPROVAL This action launches the document approval process. The action opens an additional page, where you can select an employee that the document is sent to, and to set other approval parameters. The action is available on the document page. Read more PRINTABLES Printables are available in the [Print] button menu. Contract Text of a contract in the PDF format. It can be printed to be further signed by a customer. The table part contains data from the contract page, including the information from the [Products] tab. The printables are available on the document page. ANALYTICS IN THE [DOCUMENTS] SECTION The ANALYTICS view contains summary data based on the information in the section: charts, calculation indicators, rating lists and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [DOCUMENT ANALYTICS] TAB The tab displays the summary information about documents. 137

139 The [Documents] section NOTE Filters set in the section will be applied to all dashboard components. Expiring documents Documents to be signed Recent contracts New vs signed contracts by month List of five signed contracts to expire today or within the next two months. The data is sorted by end date in ascending order, that is the contracts to expire today will appear at the top of the list. List of five documents in progress. The data is sorted by document date in ascending order, that is the oldest documents will appear at the top of the list. List of five recently signed contracts. The data is sorted by document signing date in descending order, that is the most recent documents will appear at the top of the list. The diagram displays the dynamics of adding and signing contracts. It shows the total number of contracts added up to the current date, as well as the number of signed contracts. The data is grouped by month and displayed in chronological order. SEE ALSO Section analytics Analytics setup bpm online sales 138

140 User guide THE [PRODUCTS] SECTION The PRODUCTS section contains information about goods and services sold by your company. You can use this section to create a product catalog, specify prices and save a detailed description and features for each product. VIEWS This section contains several views: list of products. Displays products as a list of records. Information about the list columns and their purpose can be found in the description of the product page. analytics on products. Displays charts, numeric indicators, and lists used to analyze documents. Read more LATER IN THIS CHAPTER The product page Common data The [Product details] tab The [Attachments and notes] tab The [Feed] tab Analytics in the [Products] section THE PRODUCT PAGE The product page contains the set of the general data fields, as well as the page tabs. COMMON DATA General information about the product. Photo Image of the product. Click the button to add a new image by using the standard file selection window. Click the remove the image. button to Name Name of the product or service. THE [PRODUCT DETAILS] TAB The tab contains information about type and price of the product. Type Product code URL Type of product. For example, Hardware or Software. Identifier of the product. The product code is often used, for example, if two products have the same name. Link to resource related to the product, for example, the product page on the manufacturer's website or in the online shop catalog. 139

141 The [Products] section Unit of measure Owner Inactive Product measuring unit. Employee responsible for this product. Checkbox indicates that the product cannot be offered to customers. For example, the product has been withdrawn from sale or is no longer delivered. Price Information about the product price. Price Currency Tax Price of the good or service. Currency in which the product price is specified. Tax rate that will be used by default with this product, for example, VAT. THE [ATTACHMENTS AND NOTES] TAB The tab is used to store additional information about the product, related files, and links to web resources. Attachments and notes Use this detail to store files and links related to the product. For example, here you can attach a link to the product overview. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the product. You can edit and organize the notes directly on the detail. If you switch to another tab of the product page, the information on the [Notes] detail will be saved. THE [FEED] TAB Feed messages related to the product. bpm online sales 140

142 User guide ANALYTICS IN THE [PRODUCTS] SECTION The ANALYTICS view displays section data summaries: charts, calculated numeric indicators, rankings, and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [PRODUCT ANALYTICS] TAB Product summaries. NOTE Filters set in the section will also be applied to the dashboard components. 5 new products List of five recently added products. Products for which the [Inactive] checkbox is not selected are taken into account. The data is sorted in descending order, that is the recently added records are displayed on the top of the list. Number of products Opportunity dynamics Most popular products Least popular products Calculated indicator displays the total number of products registered in bpm online sales. Products for which the [Inactive] checkbox is selected are not taken into account. Chart displays the monthly progress of payments by product. Chart sections display the amount for products within opportunities. The data is grouped by month when the opportuities were closed. The data is displayed in chronological order. Only the opportunities at the Closed won are considered. List of five products with the largest opportunity amount. The data is displayed in descending order of amount of the opportunity that a certain product is included in. Only the opportunities at the Closed won are considered. Amount of opportunities is calculated as a sum by the [Total] field of the product in opportunity. The number of sold products is calculated as a sum by the [Quantity] field of the product in opportunity. List of five products with the lowest opportunity amount. The data is displayed in ascending order of amount of the opportunity that a certain product is included in. Only the opportunities at the Closed won are considered. Amount of opportunities is calculated as a sum by the [Total] field of the product in opportunity. The number of sold products is calculated as a sum by the [Quantity] field of the product in opportunity. 141

143 The [Knowledge base] section THE [KNOWLEDGE BASE] SECTION The KNOWLEDGE BASE section represents an electronic storage of documents that the employees need in their everyday work. For example, here you can store the answers to frequently asked questions, rules and regulations, document templates and advertising materials. You can use this section to quickly find, discuss and evaluate articles. VIEWS This section contains several views: knowledge base list. Displays knowledge base articles as list of records. All list columns are described below in the context of the knowledge base article page. knowledge base analytics. Displays charts, indicators and ratings that can be used for analyzing the knowledge base articles. Read more LATER IN THIS CHAPTER Knowledge base article page General data The [General information] tab The [Feed] tab Analytics in the [Knowledge base] section KNOWLEDGE BASE ARTICLE PAGE The knowledge base article page consists of the field group that contains general data, and several tabs. GENERAL DATA General information about the article. Title Type Modified by Modified on Code The knowledge base article title. The knowledge base article type, for example, Rules and regulations or FAQ. User who last edited the article. This is a non-editable field. Date and time of the last modification of the knowledge base article. This is a non-editable field. The code number of the knowledge base article. The article code number is non-editable and is filled in automatically based on the specified template. Use the Knowledge base article number mask system setting to customize auto numbering of codes for knowledge base articles. The field is not displayed on the article page, but is available in the list. bpm online sales 142

144 User guide Views The meter that displays the number of views for the article. The meter shows all system user views, including the repeated ones. The field is not displayed on the article page, but is available in the list. THE [GENERAL INFORMATION] TAB The tab contains text input area and additional areas for the article tags and comments. Solution Solution without HTML tags Tags Page area where you can enter and format the article text. The name of this area is not displayed on the page. The article page without formatting The field is not displayed on the article page, but is available in the list. For example, you can use this this column to see the article text without opening the article page. List of the article tags (key words). The field is not displayed on the article page, but is available in the list. Use the tags area to add new tags. Tags area The top of the tab contains the input area for tags (key words) that describe tha article. To the right of the icon is the list of all tags assigned to the article (Fig. 102). Fig. 102 Adding tags for knowledge base articles To add a new tag for an article, click the [Add tag] button. To remove a tag, click the cross icon next to the unwanted tag. To save the tags list for the article, click the [Save] button of the article page. Comments area The bottom part of the tab contains the comments area. Functionality of this field is identical to that in the [Feed] section of the system. Knowledge base article comments are displayed in the [Feed] section and on the notification panel. THE [FEED] TAB The files and web links related to the article. Attachments Use this detail to store files and links related to the knowledge base article. For example, on this detail you can add accompanying documents or useful links related to the article. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. 143

145 The [Knowledge base] section To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. SEE ALSO The [Feed] section ANALYTICS IN THE [KNOWLEDGE BASE] SECTION The ANALYTICS view displays the section summary information: charts, indicators, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [ARTICLE ANALYTICS] TAB Files related to the knowledge base article. NOTE Filters set in the section will be applied to all dashboard components. New knowledge base articles by month Knowledge base articles by type Top knowledge base articles The diagram displays how the number added articles is grouped by month. The data is displayed in chronological order. The diagram displays the allocation of open opportunities per sales representative. Top 5 knowledge base articles by the number of likes. The data are sorted in descending order of the number of likes. SEE ALSO Section analytics Analytics setup bpm online sales 144

146 User guide THE [DASHBOARDS] SECTION The DASHBOARDS section displays data from different sections of the system. We recommend that you use this section for analysis and planning the work of each employee, each department and the company as a whole. Functionality of this section is similar to that of the ANALYTICS view in the system sections and is described in the Section analytics chapter. CONTENTS The [Sales representative] dashboard The [Top performers] dashboard The [Sales pulse] dashboard THE [SALES REPRESENTATIVE] DASHBOARD This dashboard displays current results of the sales representative work, and summary information required to make quick decisions. The displayed data relates to the current user only Number of calls this month Number of meetings this month Number of active opportunities Current month opportunities Top 5 opportunities to close Number of overdue tasks My overdue tasks Calculated indicator that displays the number of activities of the "Call" type completed in the current month. Calculated indicator that displays the number of activities of the "Meeting" type completed in the current month. Calculated indicator that displays the number of opportunities that are currently not closed. List of eight soonest opportunities to be closed in the current month. The data is displayed in ascending order of closing date. List of five opportunities with more than 70% probability. Maximum budget opportunities are displayed in descending order of budget amount. Calculated indicator that displays the number of incomplete activities that are overdue. The list of 15 incomplete activities with their due time passed. The data is sorted in ascending order of activity completion date. THE [TOP PERFORMERS] DASHBOARD This dashboard contains ratings of sales reps, based on work results in the current month Top 5 sales reps by opportunity amount Top 5 sales reps by number of meetings List of five sales reps with the highest amount of closed opportunities in the current month. The data is sorted in descending order of payment amount. List of five sales reps with the highest number of completed activities of the "Meeting" type in the current month. The data is sorted in descending order of number of meetings. 145

147 The [Dashboards] section Top 5 sales reps by number of calls List of five sales reps with the highest number of completed activities of the "Call" type in the current month. The data is sorted in descending order of number of calls. THE [SALES PULSE] DASHBOARD This tab contains several analytical summaries that can be used to estimate current sales situation in the company. Sales pipeline New opportunities by category Top 10 opportunities to close Sales pipeline is used to analyze opportunities success, as well as to plan the number of the new ones to guarantee future revenue. Chart element height corresponds to the number of opportunities with an up-to-date status. Opportunities with Closed lost, Closed won, Closed rejected and Closed rerouted statuses are not taken into account. STAGE CONVERSION RATE displays the percentage of opportunities that moved from one stage to another later stage during the specified period. For example, during the month, 100 opportunities were at the Needs analysis stage, and 50 of them moved to the later stage by the end of the month. So, monthly stage conversion rate is equal to 50%. For example, during the month, 100 opportunities were at the Needs analysis stage, and 50 of them moved to the later stage by the end of the month. So, monthly stage conversion rate is equal to 50%. THE PIPELINE CONVERSION displays the opportunities percentage at a certain stage, during the specified period, against the total number of opportunities that started during this period. For example, 100 opportunities started during the month, and 55 of them passed the Presentation stage. So, monthly pipeline conversion of the Presentation stage is equal to 55%. THE NUMBER OF OPPORTUNITIES displays how opportunities that started during the specified period are grouped by stages by the end period. For example, by the end of the month 15 opportunities that started during the specified period are on the Proposal development stage. So, the pipeline will now display 15 opportunities at this stage. Diagram that displays how the opportunity amount changes for opportunities created in the previous and current months. The data is sorted in descending order of opportunity category. List of ten opportunities with more than 70% probability. Maximum budget opportunities are displayed in descending order of budget amount. SEE ALSO Section analytics Analytics setup bpm online sales 146

148 User guide THE [FEED] SECTION The FEED section displays messages posted by you or other users. The section lists all messages posted in objects (such as contacts and activities) as well as in channels that you are following. You can use the FEED section to post messages in any of channels that are available to you. VIEWS The section contains the following views: the feed. Displays the feed messages as a list. the channels. Displays the list of channels. CONTENTS The [Feed] view The [Channels] view THE [FEED] VIEW The FEED view displays the following messages: Messages posted in channels that the current user is following. Messages posted in objects that the current user is following. Messages posted in the feed of current user's contact. ADDING MESSAGES TO THE FEED The messages displayed in the view can be added directly in the FEED section, as well as on the FEED tab that is available on the channel page, system section record page, and in the communication panel. To post a message, enter its text in the corresponding field and click the [Publish] button (Fig. 103). Fig. 103 Posting a message When posting a new message in the FEED section or on the FEED tab of the communication panel, you will need to select a message channel. Your message will be displayed in the feed of all users who follow the selected channel. For example, you can post general updates in the Company news channel, while the messages that deal with recruitment can be posted in a custom HR channel. You can select the channel in the special field (Fig. 104). Fig. 104 Selecting message channel when posting messages 147

149 The [Feed] section NOTE When posting messages on the section record pages, the message channel is defined automatically. The channel name corresponds to the section name and the name of the particular record that the message is related to (for example, Contact John Best ). DISPLAYING MESSAGES If new messages are added to the feed by other users, a button will be displayed at the top of the feed, showing total number of new messages. Click this button to display the messages. The color of the vertical line to the left of the message varies depending on the section it is posted in. The list of messages in the feed can be sorted by date of the message or by date of its last comment (latest messages are displayed at the top of the list). To change the sort order, use the menu. Comments can be added to the posted messages. To add a comment for a message, click the [Comments] button under the message (Fig. 105), enter the text of the comment and click the [Comment] button. Fig. 105 Commenting on messages The following buttons are available below the posted message: [ Comments] show/hide comments for a message. If a message has no comments, then a field for entering a comment will appear when you click the [Comments] button. [ Like]/[ Unlike] mark the message you like. This button displays total number of users who liked the message. To remove the like, click the [ Unlike]. You can also give your like to a comment. [Edit] click this button to edit your message. The button is available for the author of the message or comment. [Delete] click this button to delete your message. The button is available for the author of message/ comment, system administrators and users who have access to system operation Permission to delete messages and comments. NOTE If a message or comment length exceeds certain limit, only the first part of the message will be displayed. To see the text of the message or comment in full, click the [Read more] button. WORKING WITH THE FEED IN SYSTEM SECTIONS The section record page (for example, the contact or activity page) contains the FEED tab on which the messages related to the current object are displayed. For example, the account page displays messages connected with this account. Posting messages in the object feed is done in the same manner as posting messages in the [Feed] section. The [Actions] button of the record page contains additional actions used to subscribe or unsubscribe a user to messages related to the current section record. If a user is subscribed to the section record messages, all messages related to this record will be displayed in the user feed. bpm online sales 148

150 User guide The [Follow the feed] action is available if the user is not following the current record feed. The [Unfollow the feed] action is available if the user is following the feed messages. When creating a message in the system object feed (for example, the contact's feed) or when adding a comment to such message, you automatically follow this object's feed. THE [CHANNELS] VIEW The [Channels] view displays the list of channels added to the system. You can open the [Channels] view by clicking the button in the [Feed] section. The channels are used to group messages by subject. For example, the Company news channel can be created for the messages that contain common information about company events. Any posted message belongs to a particular channel. The message channel is assigned automatically (for example, when adding a message on the FEED tab of the section record page) or manually (when posting a message in the FEED section or on the FEED tab of the communication panel). Users can follow the channels they are interested in. For example, if you are subscribed to the Company news channel, your feed page will display messages posted in this channel. CONTENTS Channel page Common data The [Channel properties] tab The [Feed] tab CHANNEL PAGE The channel page consists of the field group that contains general data, and several tabs. COMMON DATA General information about the channel. Channel name Channel image Name of the channel. This is a required field. The image that is used to visually identify the channel messages in the feed, for example, a channel logo. Click the button to add a new image by using the standard file selection window. Click the to remove the image. button Notes Additional information about the channel. The [Follow] button is used to subscribe to the current channel, and the [Unfollow] button is used to unsubscribe from it. The UNFOLLOW button is unavailable if the given user does not have permission to unsubscribe from the channel. 149

151 The [Feed] section THE [CHANNEL PROPERTIES] TAB Owner Channel created on Permission to post entries Employee who created the channel. This non-editable field is filled in automatically when creating a new channel. The date when the channel was created. By default, this field is filled in with the current date. This is a non-editable field. [All users can post] set the option to allow posting messages for any user who has the view permission for this channel. Followers [Only users with edit permission for this channel can post] select this option if you want to allow to post messages only for those users who have the permission to edit the channel. You can set up access rights to the channel by selecting the [Set up access rights] action of the channel page. The FOLLOWERS detail contains the list of users whose feeds display messages of the selected channel. The toolbar of the FOLLOWERS detail contains the additional buttons. [Add] add a user or user group to the detail by selecting the corresponding menu command. [Actions] select the [Enable unfollowing] or [Disable unfollowing] commands to allow the selected users to unsubscribe from the channel or disable this option correspondingly. THE [FEED] TAB The FEED tab on the channel page contains the list of posts of the current channel. [What are you working on?] post a message in the channel. Enter the message text in the field and click the [Publish] button. The field is available only for users who have the permission to post messages in the selected channel. bpm online sales 150

152 User guide TELEPHONY IN BPM ONLINE Bpm online integration with telephone networks enables making and receiving calls directly from the system interface. To manage calls, use the CTI panel (Computer Telephony Integration) that is available in the communication panel. The history of all calls is stored in the [Calls] section that provides standard options of working with the information. The section includes search, grouping and analytics setup. CONTENTS Working with telephony CTI panel The [Calls] section Setting up bpm online telephony integration 151

153 WORKING WITH TELEPHONY Below are the examples of how you can use the CTI panel to work with telephony. CONTENTS Outgoing call Incoming call Putting calls on hold Transferring calls to another number OUTGOING CALL Manual dial To make an outgoing call, enter the phone number that must be dialed and click the button on the CTI panel or press [Enter]. As a result, the subscriber will be dialed. If the subscriber (a contact or an account) is identified by their phone number, their name will be displayed on the CTI panel. Quick dial using view pages and lists You can call an account or a contact from the account/contact page or from the section list. To start a call, on the COMMUNICATION OPTIONS detail, click the phone number that you want to call. Fig. 106 Quick dialing from the view page Ending a call, wrap-up Click the button on the CTI panel to end the current call. INCOMING CALL To receive an incoming call, click the available. button or pick up the phone if the button is not NOTE The type of the Call Center that is used in bpm online determines whether the answer button is displayed for an incoming call. For example, the answer button is available when working with the Oktell Call Centre and is not available when working with the Asterisk Call Centre. Also, the [Enable picking up phone from application] option must be selected on the Call Center setup page. To reject an incoming call, click the button on the CTI panel. bpm online sales 152

154 User guide PUTTING CALLS ON HOLD To put a call on hold, click the button in the conversation mode. When on hold, the subscriber remains on the line but cannot hear the agent. NOTE The call cannot be transferred or finished when on hold. Click the button to resume conversation. TRANSFERRING CALLS TO ANOTHER NUMBER To transfer a call to another phone number: 1. Click the button when in the conversation mode. 2. Enter the phone number to which you want to transfer the call and click the button or press [Enter]. As a result, the call will be automatically put on hold, and the subscriber to which the call is transferred will be dialed. Information about both subscribers will be displayed in the CTI window (Fig. 107). Fig. 107 Display of subscriber information in the CTI panel Once you are connected to the subscriber that you transfer the call to, the available (Fig. 108). button becomes 153

155 Fig. 108 Connected to subscriber Click the button to complete the call transfer and connect the two subscribers. Once the button is clicked, the CTI panel to the stanby mode. To cancel a call to the subscriber that you transfer the call to, click the panel will switch to the conversation mode. button. As a result, the bpm online sales 154

156 User guide CTI PANEL The appearance of the CTI panel varies depending on the call status. CONTENTS Standby mode Incoming/outgoing call mode Conversation mode On hold mode Call transfer mode STANDBY MODE The CTI panel switches to the standby mode (Fig. 109) when the outgoing calls are not made and the incoming calls are not received. Fig. 109 CTI panel in the standby mode In this mode, the panel contains the field for dialing a number and the call button. dial the number entered in the dial field. INCOMING/OUTGOING CALL MODE Once the outgoing call is started or the incoming call is received, the CTI panel switches to the call mode (Fig. 110). Fig. 110 The CTI panel in the incoming call mode 155

157 Fig. 111 The CTI panel in the outgoing call mode If a contact with the phone number from which the incoming call is received or with the number to which the outgoing call is made is registered in the system, the contact name will be displayed on the CTI panel. The CTI panel buttons in the incoming/outgoing call mode: click to finish an outgoing call or reject an incoming call. click to receive an incoming call and switch to the conversation mode. The button availability depends on the type of the Call Center used. To receive a call in a Call Center for which the answer button is not displayed, pick up the phone or receive a call in any other way, for example, by answering the call using a telephone. SEE ALSO Outgoing call Incoming call CONVERSATION MODE The CTI panel switches to the conversation mode (Fig. 112) once the call has been received. Fig. 112 The CTI panel in the conversation mode In the conversation mode, the total conversation duration is displayed. Also, the following buttons become available: put a call on hold. Click the button again to resume the call. transfer a call to another phone number. Displays and additional field to specify a number that you want to transfer the call to. end the current call. bpm online sales 156

158 User guide ON HOLD MODE If you press the conversation (Fig. 113). button during the conversation mode, the CTI panel will switch to the Fig. 113 The CTI panel in the on-hold mode The CTI panel buttons in the on-hold mode: click to exit the on-hold mode and switch to the conversation mode. SEE ALSO Putting calls on hold CALL TRANSFER MODE If you press the button during the conversation mode, the CTI panel will switch to the conversation mode. As a result, the additional field will be displayed to specify the number that you want to transfer the call to (Fig. 114). Fig. 114 The CTI panel in the call transfer mode The CTI panel buttons in call transfer mode: click to connect subscribers. If the button is clicked, the panel switches to the standby mode. click to resume the conversation. If the button is clicked, the panel switches to the converation mode. SEE ALSO Transferring calls to another number 157

159 THE [CALLS] SECTION The CALLS section contains history of incoming and outgoing calls performed by bpm online users. The records to the section register automatically while receiving or making calls using CTI panels. Use the section tools to view detailed information about each call, as well as to build charts and generate analytical reports. ATTENTION! By default, the section is not displayed on the side panel, but can be added to the workplace. You can find more detailed information about the workplace settings in a separate chapter. SETTING UP INTEGRATION WITH TELEPHONY To be able to receive and make calls in bpm online, you need to set up integration with telephony. Read more VIEWS This section contains several views: call list. Displays calls as list of records. All list columns are described below in the context of the call page. call analytics. Displays charts, indicators and ratings that can be used for analyzing calls. TOOLBAR All the calls are registered automatically in bpm online, that is why the possibility to add calls manually is not available in the section. You can view the information about the call, update it or delete the call. LATER IN THIS CHAPTER Call page Common data The [General information] tab The [Timing details] tab The [Attachments and notes] tab The [Feed] tab Additional columns SEE ALSO Setting up bpm online telephony integration CTI panel CALL PAGE The call page consists of the field group that contains general data, and several tabs. COMMON DATA General information about the call. From Phone number from which the call was made. This is a non-editable field. bpm online sales 158

160 User guide To Call direction Created by Phone number to which the call was made. This is a non-editable field. Indicates whether the call is incoming or outgoing. User who receives an incoming call or makes an outgoing call. THE [GENERAL INFORMATION] TAB The tab contains information about the date and time of the call, results and information about system objects that the call is connected with. Start End Contact Account Redirected from agent Start date and time of the call. This is a non-editable field. End date and time of the call. This is a non-editable field. Individual with which the call is connected. The field is filled in with the name of the contact that has been identified by the system by the phone number. When you fill in the [Contact] field, the [Account] field will automatically be filled in with the account name specified on the contact page. This is a non-editable field. Company that the call is connected with. The field is filled in with the name of the account that has been identified by the system by the phone number. This is a non-editable field. Employee that transferred the call. This is a non-editable field. Call result Information about the call results. Can be filled in on the call page, as well as on the CTI window, during the wrap-up Call result Notes Result of the call. For example, Is interested or Call back later. The list of possible field values is formed based on the data from the [Activity results] lookup. Text comment to the call. THE [TIMING DETAILS] TAB The tab contains information about duration and other timing details of the call. Duration Time to connection Conversation time On hold time Call duration specified in seconds. This is a non-editable field. Time taken to answer the phone, in seconds. This is a non-editable field. Conversation duration excluding connection time, in seconds. This is a non-editable field. Time the call is on hold when transferring, in seconds. This is a noneditable field. 159

161 Wrap-up time Wrap-up time, in seconds. This is a non-editable field. THE [ATTACHMENTS AND NOTES] TAB Additional information about the call. Attachments Use this detail to store files and links related to the call. For example, here you can attach a file with the recorded call. The detail contains the following views: the tile view. In this view, the files and links added to the detail are displayed as icons. Icon appearance varies depending on the file extension and can be set up in the [File extension] lookup. For the files, whose type is undefined in the lookup, a default icon is used ( default ). the list view. In this view, the files and links added to the detail are displayed as list of records. To add a file to the detail, click the [Add file] button and select the needed file in the opened window, or simply drag the file onto the detail. To add a link, select the [Add link] command in the [Actions] button menu. On the opened page, enter the link address in the [Name] field. To edit a link, select it on the detail and run the [Change properties] command in the [Actions] button menu. Notes The detail is used to store additional text information about the call. You can edit and organize the notes directly on the detail. If you switch to another tab of the call page, the information on the [Notes] detail will be saved. THE [FEED] TAB Feed messages related to the invoice. ADDITIONAL COLUMNS The section contains additional columns that are not displayed on the article page, but can be displayed in the section. Caption Number Activity Transferring number Number being transferred Caption for the call. The caption is generated automatically. It consists of the values of the [Call direction] and [Start] fields: For example, Incoming : :25 PM. Subscriber telephone number who received or made a call. Activity that the call is connected with. Phone number from which the call was transferred to another number. Phone number that the call was transferred to. bpm online sales 160

162 User guide SETTING UP BPM ONLINE TELEPHONY INTEGRATION To set up bpm online with any telephony provider, you need to install bpm online messaging service on the message exchange server, specify integration parameters in the system settings and then set up connector of the telephony provider in the user profile. CONTENTS Installing bpm online messaging service Selecting message exchange library Selecting message exchange server Setting up telephony parameters in the user profile INSTALLING BPM ONLINE MESSAGING SERVICE Run the BPMonline Messaging Service Install.msi file on the message exchange server computer and proceed with the installation. The messaging service will integrate bpm online with telephony. The service can be installed on the telephony server or on separate personal computer. SELECTING MESSAGE EXCHANGE LIBRARY To select message exchange library: 1. Open the [System settings] section. 2. Open the Default message exchange library system setting (Fig. 115). Fig. 115 Selecting system setting 3. In the [Value] field of the system setting card, choose the library for telephony integration by the needed protocol, for example, Oktell, or Asterisk. (Fig. 116). 161

163 Fig. 116 Selecting message exchange library 4. Save the system setting card. NOTE System settings are applied globally, to all users of the system. SELECTING MESSAGE EXCHANGE SERVER To select message exchange server: 1. Open the [System settings] section. 2. Open the Message exchange server system setting. 3. In the [Value] field of the system setting card, specify the address of the message exchange server in the following format: ws://[server]:[port] (Fig. 117), where a. [Server] the netname or IP address where bpm online messaging service is installed. b. [Port] port number of bpm online messaging service. bpm online sales 162

164 User guide Fig. 117 Setting up message server connection NOTE Install bpm online message exchange service before setting up connection to the message exchange server. 4. Save the system setting card. SETTING UP TELEPHONY PARAMETERS IN THE USER PROFILE The final stage of the telephony setup is setting up telephony parameters for the connector. To set up connector parameters: 1. Open the user profile page. 2. On this page, click the [Call Center parameters setup] button. 3. As a result, the parameters setup page will open to set up the telephony connector installed in the system. 4. Specify the parameter values and click the [Save] button. NOTE The list of parameters varies depending on the connector telephony provider. Detailed description of the parameters for each connector is specified in separate chapters. SEE ALSO CTI panel Working with telephony 163

165 INTERFACE SETUP CONTENTS Section setup Analytics setup The MS Word printables setup Workplaces setup bpm online sales 164

166 User guide SECTION SETUP To add new sections to the system or to modify the functionality of the existing sections, use the section wizard. Use the section wizard to set up section base properties, its pages and list. ATTENTION! Modifications made to the bpm online configuration when working with the section wizard are stored in the package specified in the Current package system section. If a package that is unavailable for the user or no package is specified for the Current section system setting, then the system will offer you to select another package from the list of available packages when you open the section wizard. To manage packages, use the [Configuration] section, and to manage system settings, use the [System settings] section. NOTE All modifications made to the configuration by using the section wizard, for example, adding new objects or columns to the existing objects, are applied when saving the section. To open the section wizard, on the application main page, select the [Create new section] command in the [Settings] menu (Fig. 118). Fig. 118 Adding a new section ATTENTION! You can open the section wizard only if you have the right to perform the [Access to Configuration section] system operation. To modify an existing section, open it and select the [Open section wizard] command in the [View] button menu (Fig. 119). Fig. 119 Editing an existing section 165

167 Section setup The section wizard consists of three setup pages: 1. Section base properties page. 2. Page designer. 3. List setup page. Navigate through the wizard pages using the buttons located in the upper right part of the window. Use the and buttons to go to the the next or previous wizard step (Fig. 120). Fig. 120 Going to the next wizard step LATER IN THIS CHAPTER Setting up section properties Setting up section pages Setting up a section list SETTING UP SECTION PROPERTIES On the first wizard step, define the general properties of the section, for example, the caption, workplace to which the section is included, and its pages (Fig. 121). Fig. 121 Section base properties page [Menu] upload the section icon file. The icon will be displayed in the application side panel. [Feed] upload the file of the icon that will be displayed near feed messages that were left in the section. [Section code] section name by which the application identifies the section. The section code cannot contain the non-latin characters and white spaces. The field becomes non-editable once you move to the next section wizard step. bpm online sales 166

168 User guide NOTE The section code must contain the prefix. The prefix value is specified in the Prefix for object name system setting. By default, the Usr value is specified in the system setting. [Caption] section name. If you leave the field empty, it will be filled in automatically with the section code. [Workplace] workplace to which the section will be included. If you leave the field empty, the section will not be available in the application side panel. You can include the section to the workplace later by modifying the workplace settings. Setting up section record types [Several edit pages] select the checkbox if different pages should be used for records of different types in the section. If no lookup fields have been added to the section object, the [Type] field will be automatically added to it. Also, when you save the changes made to the section by using the wizard, the object of the lookup that will be used as a value source for this field will be added. The checkbox becomes active if the [Section code] field is filled in. ATTENTION! The [Several edit pages] checkbox cannot be cleared. [Field containing information about record type] displays the name of the section record type field. If lookup fields have been already added to the section, they will be available in the drop-down list of this field. When adding a new section, the [Type] field is automatically specified. This field was added when selecting the [Several edit pages] checkbox. [Record types] add the section record types (Fig. 122). Fig. 122 Adding a section record type ATTENTION! When you save changes made to the section by using the wizard, a new record will automatically be added to the lookup of the field specified in the [Field containing information about record type] field. If the lookup of the field specified in the [Field containing information about record type] field contains values, they will be available in the menu of the [Add] button. You can add a new record or use the existing values. To delete a record from the detail, click the [x] button next to the record. ATTENTION! When you change the value in the [Field containing information about record type] field, the section record type settings will be lost. SETTING UP SECTION PAGES To modify section pages, use the page designer that is a part of the section wizard. 167

169 Section setup NOTE You can go to the page designer once the section general properties are defined. To open the page designer of the existing section, open the needed page in the section and select the [Open section wizard] command in the [View] button menu. You can also open the page designer by selecting the [Open page designer] command in the [View] button menu of the newly added section page. To open the page designer in the section wizard, click the [Page]/[Pages] button of the wizard navigation panel or the and buttons. If the section contains several record types, in the menu of the [Pages] button, select the page you want to set up (Fig. 123). Fig. 123 Opening the page designer of a particular page The page designer (Fig. 124) includes three functional areas used to set up the page fields (1), tabs (2), details and field groups (3). Fig. 124 The page designer LATER IN THIS CHAPTER Setting up the page fields Setting up page tabs Setting up page details and field groups bpm online sales 168

170 User guide SETTING UP THE PAGE FIELDS To set up pages that will be displayed on the top of the page (above the tabs) or on the separate tabs, use the fields setup area (Fig. 125). Fig. 125 Fields setup area Managing page fields is identical to managing list columns of the section. For example, you can add or hide fields, change their width and location on the page layout. Additionally, the page designer enables you to change the field height by using the [-] and [+] buttons, and fit it in one click to all available width by using the [Autofit width] button. To add an existing column, select the [Existing column] command. To hide the field, select it and select the [Delete] command. ATTENTION! Removing the field from the page does not lead to removing the column from the object. To add a new field to the section, in the button menu, select the needed field type (Fig. 126). Fig. 126 Adding a new field to a section ATTENTION! When you add a new field to a section, the corresponding column is added to the section object. In the opened window (Fig. 127), define the field parameters. 169

171 Section setup Fig. 127 The window used to add a new column to the section object The set of fields in the window used to add new columns can differ depending on the type of the added field. PARAMETERS COMMON FOR ALL COLUMN TYPES [Caption] column and field caption that will be shown on the page. [Name] unique internal name of the column. If the column with the same name already exists, the system will warn you. [Is required] checkbox indicates whether the new field is required. This checkbox is not available when creating columns of the Boolean type. [Read-only] select the checkbox if the new field should be non-editable. [Hide caption] select the checkbox if you don't want the field to be displayed on the page. [Text size] style for displaying the field data, for example, Caption or Text. ADDITIONAL PARAMETERS (DEPENDING ON THE COLUMN TYPE): [String length] maximum number of characters in the text field. Maximum number of characters can be 50, 250 and 500. You can also add fields with unlimited number of characters. The field is available only for the String field. bpm online sales 170

172 User guide [Multiline] enable entering multiple lines of text in the field. The field is available only for the String field. [Decimals] maximum number of digits after the decimal point in the decimal numeric field. The field is available only when creating the decimal numeric field. [Format] data format of the field. The Date fields can display either a date or both date and time. The field is available only when creating the Date field. Parameters for the Lookup column type [Existing lookup] select this option and in the appeared [Lookup] field, select the lookup object. Any system object can be used as a source of values for a lookup field. [New lookup] select the option if you need to add a new lookup to the system. In the appeared fields, enter the caption and name for the new lookup. NOTE The new lookup will not be automatically registered in the system. Register it manually in the [Lookups] section if necessary. [Display as drop-down list] select the checkbox if the field values must be displayed as a list. SETTING UP PAGE TABS To set up the page tabs, use the area (Fig. 128) located under the fields setup area. Using the functionality of the tabs setup area, you can add new tabs, edit existing ones, and manage the order in which they are displayed on the page. By default, the area already contains the [General information] and [Feed] tabs. Fig. 128 Page tabs setup area To set up page tabs, click the [Configure] button in the right part of the area. The tabs setup window will open (Fig. 129). 171

173 Section setup Fig. 129 The page tabs setup window [Show code]/[hide code] show/hide the tab name that the system will use to identify the tab. [Save] save changes made in the window. SETTING UP TABS To add a new tab on the page, click the [Add] button of the tabs setup window. In the appeared window, enter the caption for the new tab and click the [Save] button of the field (Fig. 130). Fig. 130 Adding a new tab on the page To change the tab caption, select it in the window list. To change the tab position on the page, use the [Up] and [Down] buttons in the tab edit mode, and save the field. To delete the tab, click the [x] button next to the tab record. The [x] button is not displayed in the record edit mode. To remove the record selection, select another record or save the selected one. SETTING UP PAGE DETAILS AND FIELD GROUPS Using the page designer, you can add new details on the page, edit or delete the existing ones, define the order of display. To add a detail or a field group on the page, open the tab where the detail should be located, and in the [Add] button menu select the command to add a detail or a field group (Fig. 131). bpm online sales 172

174 User guide Fig. 131 Adding a field group on a tab ADDING A FIELD GROUP ON THE PAGE To make working with page information easier, the page fields can be combined into groups. For example, the record of the [Accounts] section contains the [Categorization] field group used to categorize companies by various parameters. In the [Add] button menu of the needed tab, select the [Add field block] command (Fig. 131). In the opened fields group setup window, enter the name for the group of fields and click the [Save] button (Fig. 132). Fig. 132 Saving a field group As a result, the empty fields setup area will be added on the tab. Use the button menu to add the needed fields. To rename the field group, click the [Configure] button (Fig. 133). In the appeared window, enter a new caption and save changes. Fig. 133 Renaming a field group To delete a field group, click the [x] button of the detail toolbar. You can also delete a field group by clicking the [x] button in front of the needed field group in the field group order setup window. 173

175 Section setup ADDING DETAILS TO A PAGE To add a detail on the page, open the tab where the detail should be located, and in the [Add] button menu select the [Add detail] command (Fig. 134). Fig. 134 Adding a detail to the page tab The detail setup window will open (Fig. 135). Fig. 135 The detail setup window [Detail] from the list of available details, select the detail you want to add on the page. [Caption] detail name. This is a non-editable field. [Detail column] column of the object by which it is connected to the object of the current section. For example, the [Activity] object can be connected to the [Contact] object by the [Author], [Owner], and [Contact] columns. If the object can be connected with the object of the current section only by one field, the field is filled in automatically with this column. [Column of object...] column of the section object by which it is connected to the detail object. For example, the [Id] column is specified for the [Invoice] object. As a result, a new detail will be added to the page. The detail will display the list of records of object specified in the [Detail] field. The list will display only the records whose values in the column specified in the [Detail column] field correspond to the values of the section object column specified in the [Column of object...] field. To change settings of the current detail, click the [Configure] button of the detail toolbar (Fig. 136). bpm online sales 174

176 User guide Fig. 136 Setting up parameters of the existing detail To delete a field group, click the [x] button of the detail toolbar. You can also delete the detail by clicking the [x] button in front of the needed detail in the detail order setup window. CHANGING DISPLAY ORDER FOR FIELD GROUPS AND DETAILS To change the display order of details on a page, click the [Change order] button of the detail setup area. A window will open, where you can set up the display order for details and field groups. It will display the list of all details and field groups added on the tab. The window functionality is identical to that of the tabs setup window. SETTING UP A SECTION LIST On the third wizard step, you can define the columns to be displayed in the section list, their layout, as well as choose the view that can be list or tile. The standard tools of the columns setup are used when setting up the section columns. 175

177 Analytics setup ANALYTICS SETUP In bpm online, to view the statistics based on information from the system sections, set up the system analytics. The bpm online statistics are displayed in the [Analytics] view of the system standard sections, and in the [Dashboards] section. Information is displayed in the so called dashboard components. A dashboard component displays the system data in various ways, for example, as a chart or a number (Fig. 137). Fig. 137 The example of an indicator dashboard component Dashboard components are placed on a dashboard (Fig. 138). A dashboard is placed on a tab that displays the dashboard title. You can place dashboard components of the common subject on separate tabs, for example, the Employees tab can display statistics on the efficiency of the company employees, and the Tasks tab can show information about employees' activities. Fig. 138 The example of a dashboard LATER IN THIS CHAPTER Setting up dashboards Dashboard components setup SETTING UP DASHBOARDS Dashboards are set up in the [Analytics] view of the system section, or in the [Dashboards] section. bpm online sales 176

178 User guide To add a new dashboard, use the corresponding command of the (Fig. 139). button menu in the tabs area Fig. 139 Adding a new dashboard To modify, copy, or delete a dashboard, open it and select the corresponding command in the tabs area menu. As a result of selecting the command, the dashboard setup page will open (Fig. 140). The page contains the title field and the dashboard components setup area. 177

179 Analytics setup Fig. 140 The example of a dashboard setup page NOTE Setting up dashboard components is identical to setting up page fields and is covered in a separate chapter. DASHBOARD COMPONENTS SETUP In bpm online, you can add the following types of dashboard components: Chart. Used to display the multiple data stored in the system. For example, the chart can display how accounts with which your company does business are grouped by type. Indicator. Used to display single numeric values, for example, the total number of the company current customers. List. Displays the system information as a list with the specified number of records. For example, the list can display top 3 efficient employees of your company. Widget This dashboard component contains additional widgets set up by a developer, such as the exchange rate module or the weather module. Sales pipeline The pipeline helps analyze sales statistics for a selected period of time. NOTE The Chart, Indicator, and List dashboard components are displayed on the set up pages in the preview area. Displayed information is changing dynamically as you are changing the settings. bpm online sales 178

180 User guide Use the dashboard setup page to add new components to the dashboard, or edit, copy, and delete the existing ones (Fig. 140). To add a new dashboard component to the dashboard, use the [+] button of the dashboard setup area. In the button menu, select the type of the dashboard component that is added (Fig. 141). As a result, the dashboard component setup page of the corresponding type will open. Fig. 141 Adding a new dashboard component To modify, copy, or delete a dashboard component, select it and choose the corresponding command (Fig. 142). Fig. 142 Editing a dashboard component ATTENTION! To save the changes made to dashboard components while adding or editing them, first save the dashboard component setup page, and then save the dashboard setup page that contains the component. LATER IN THIS CHAPTER Setting up the Chart dashboard component Setting up the Indicator dashboard component Setting up the List dashboard component Setting up the Widget dashboard component Setting up the Sales pipeline dashboard component 179

181 Analytics setup SETTING UP THE CHART DASHBOARD COMPONENT To set up a Chart dashboard component, use the chart setup page. To create a chart, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] - system object that you want to use for building a chart. For example, to calculate the number of contacts by their job title, select the Contact object. [Function] value that should be displayed on the chart. The following values can be displayed: count the value is used to build a chart by the amount of records in the system object. For example, to calculate the number of activities by type. maximum, minimum, and average respective values calculated by the specified object column. For example, to calculate the total duration of managers' activities. sum sum of values of the specified object column. For example, to calculate an employee's total duration of activities within a week. [Column] column to be used in the calculation. The value list includes the numeric columns and date columns. For example, specify the Duration (minutes) value to calculate the average duration of calls by managers (Fig. 143). This field is not displayed if the count value is selected in the [Function] field. [Chart type] type of the chart, for example, Bar chart or Pie chart. Fig. 143 Setting up the [What to display] detail for a chart How to group [Column] column that will be used to group records in a new chart. For example, to calculate the number of activities by owner, select the Owner field. Use this field to select any column of the selected object. [Format] date format, for example, Week or Month & Year. This field is displayed if a date value is selected in the [Column] field. For example, to calculate the number of completed activities by week, specify Week in the [Format] field and Due in the [Column] field (Fig. 144). Fig. 144 Setting up the [How to group] detail for a chart bpm online sales 180

182 User guide How to sort [Sort by] sort order. For example, to sort employees in alphabetical order on the Activities by owner chart, select By grouping field. To sort employees by number of activities, select By resulting data. [Sort order] values display order, for example, the alphabetical order or reverse alphabetical order (Fig. 145). Fig. 145 Setting up the [How to sort] detail for a chart How to filter Use this detail to specify conditions for selecting the data based on which the chart is built. For example, to create a chart that displays how contacts were added within the specified period, specify the needed period in the filter conditions, for example, Created on = Current month (Fig. 146). Fig. 146 Setting up the [How to filter] detail for a chart The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to associate with section data [Connect... object with... section by field] fill in the field if you want to display the data with respect to the filters set up for the section. If you leave this field empty, the filters applied in the section will not be considered when building the chart. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The chart is built based on the records of the section it is added to (chart object corresponds to section object). For example, there is an Activities by owner chart added to the [Activities] section to display number of activities by owner. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 147), the chart will only be built based on the records that correspond to the filter conditions specified in the section. For example, if you set up a Completed activities dynamic folder, then when you select this folder the chart will display the information related to the completed activities only. Or, if you select a certain time period, it will display the information related to the activities within that time period only. 181

183 Analytics setup Fig. 147 Connecting a chart to a section by the Id field b. If you leave the connection field blank, then the chart will display the information for all section records, regardless of the filter conditions set. 2. The chart is built based on the data from other section (chart object does not correspond to section object). For example, there is an Activities by owner chart added to the [Contacts] section to display number of activities by owner. Then, in the the object connection field, you can select a column from the available list of columns used to connect a chart object with a section object. a. If you select a column, the chart will only be built based on the records that correspond to the filter conditions specified in the section. For example, you can select the Owner column for the Activities by owner chart (Fig. 148). Then, if you set a filter in the [Contacts] section, the chart will only display the information related to the activities whose owners are displayed in the section. Or you can select the Author column in this case, the chart will only display the information related to the activities added by the specified employees. Fig. 148 Connecting a chart to a section by the Owner field b. If you leave the connection field blank, then the chart will display the information for all object records used to build the chart, regardless of the filter conditions set. c. The field will also be left blank if the chart data is not connected to the data of the section it is added to. For example, when the Activities by owner chart is added to the [Knowledge base] section. What to display [Style] fill color of the dashboard component title and diagram elements. [X-axis label], [Y-axis label] X and Y axes labels that will be displayed on the chart. These fields are only displayed for the charts that contain axes ( spline, line, area chart, scatter chart ) (Fig. 149). bpm online sales 182

184 User guide Fig. 149 Setting up the [How to display] detail for a chart DISPLAYING SEVERAL SERIES ON A CHART You can show several sets of data called series. For example, you can display meetings and calls of the company employees on separate series (Fig. 150). Fig. 150 The example of chart with two series To add a series to the chart: 1. In the button menu of the chart setup page, select the [Add series] command. Fig. 151 Adding a new series on the chart 2. On the added tab, fill out the needed fields and save the page. 3. Save the chart setup page and the dashboard setup page that contains the chart. As a result, the chart will display the data series added. To delete a series: 1. Go to the tab of the series you want to delete. 2. In the button menu of the chart setup page, select the [Delete series] command (Fig. 152). 183

185 Analytics setup Fig. 152 Deleting a data series from chart 3. Save the chart setup page and the dashboard setup page that contains the chart. As a result, the series will be removed from the page. SETTING UP THE INDICATOR DASHBOARD COMPONENT To set up an Indicator dashboard component, use the indicator setup page. To create an indicator, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] - system object whose data must be displayed in the indicator. [Function] value that should be shown on the chart. The following values can be displayed: count number of object records, for example, total number of contacts registered in the system. sum sum of values by column, for example, total duration of employees' calls. average, minimum, maximum respective values by column, for example, average duration of employees' calls. [Column] column to be used in the calculation. The value list includes the numeric columns and date columns. For example, specify the Duration (minutes) value to calculate the average duration of calls by managers (Fig. 153). This field is not displayed if the count value is selected in the [Function] field. Fig. 153 Setting up the [What to display] detail for an indicator How to filter Use this detail to specify conditions for selecting the data to be displayed in the indicator. For example, to display the average duration of calls made by employees for the previous month only, specify the time period in the filter conditions: Paid on = Previous month (Fig. 154). bpm online sales 184

186 User guide Fig. 154 Setting up the [How to filter] detail for an indicator The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to associate with section data [Connect... object with... section by field] fill in the field if you want to display the data only for selected records within the section. If you leave this field empty, the filters applied in the section will not be considered when calculating the indicator value. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The indicator value is calculated based on the records of the section it is added to (indicator object corresponds to section object). For example, there is a Number of activities indicator added to the [Activities] section. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 155), the indicator will only be calculated based on the records that correspond to the filter conditions specified in the section. For example, if you set up a Completed activities dynamic folder, then when you select this folder the indicator will display the number of the completed activities only. Or, if you select a certain time period, it will display the number of activities within that time period only. Fig. 155 Connecting an indicator to a section by the Id field b. If you leave the connection field blank, then the indicator will display the information for all section records, regardless of the filter conditions set. 2. The indicator is calculated based on the data from other section (indicator object does not correspond to section object). For example, there is a Number of activities indicator added to the [Contacts] section. Then, in the the object connection field, you can select a column from the available list of columns used to connect an indicator object with a section object. a. If you select a column, the indicator will only be calculated based on the records that correspond to the filter conditions specified in the section. For example, you can select the Owner column for the Number of activities indicator (Fig. 156). Then, if you set a 185

187 Analytics setup filter in the [Contacts] section, the indicator will only display the number of the activities whose owners are displayed in the section. Or you can select the Author column in this case, the indicator will only display the number of activities added by the specified employees. Fig. 156 Connecting an indicator to a section by the Owner field b. If you leave the connection field blank, then the indicator will display the information for all object records used to calculate the indicator, regardless of the filter conditions set. c. The field will also be left blank if the indicator data is not connected to the data of the section it is added to. For example, when the Number of activities indicator is added to the [Knowledge base] section. What to display [Style] fill color of the indicator. [Font size] font size of the digit displayed in the indicator, for example, Default or Large. [Format] the display format for the indicator. The display format is set up in the additional window (Fig. 157). To open the window, click the button of the field. Fig. 157 The indicator display format window [Text] text displayed in the indicator. For example, if the indicator format should be Employees 513, where 513 is a number of the company employees, enter the following mask value: Employees {0}. If the format should be 513 employees, enter the mask value: {0} employees bpm online sales 186

188 User guide NOTE If you delete the {0} variable, the numeric value in indicator will not be displayed. To return the variable, clear the field and re-open the window. [Number of digits after decimal point] accuracy of the fractional part of the numeric indicator. For example, set the 1 value to display the number with one digit after decimal point. To display the digit without the fractional part, set 0. SETTING UP THE LIST DASHBOARD COMPONENT To set up a List dashboard component, use the list setup page. To create a list, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] system object whose records must be displayed. [Set up columns] set up columns that will be displayed in the dashboard component, and their display properties. Setting up columns is performed in the standard way and is described in a separate chapter. [Sorting column] column by which records will be sorted in the list. You can select columns added on the list columns setup page. [Sort order] order in which the values are displayed, for example, you can display values of the [Contact name] column in the alphabetical order or reverse alphabetical order. [Number of records] number of records that will be displayed in the list (Fig. 158). Fig. 158 Setting up the [What to display] detail for a list How to filter Use this detail to specify conditions for selecting the data to be displayed in the list. For example, to display information about your company employees only, specify Account = Our company (Fig. 159). 187

189 Analytics setup Fig. 159 Setting up the [How to filter] detail for a list The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to associate with section data [Connect... object with... section by field] fill in the field if you want to display the data with respect to the filters set up for the section. If you leave this field empty, the filters applied in the section will not be considered when building the list. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The list is built based on the records of the section it is added to (list object corresponds to section object). For example, there is an Overdue activities list added to the [Activities] section. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 160), the list will only be built based on the records that correspond to the filter conditions specified in the section. For example, if you set up a Meetings dynamic folder, then when you select this folder the list will display the activities only of the specified category only. Or, if you select a certain time period, it will display the activities within that time period only. Fig. 160 Connecting a list to a section by the Id field b. If you leave the connection field blank, then the list will display the information for all section records, regardless of the filter conditions set. 2. The list is built based on the data from other section (chart object does not correspond to section object). For example, there is an Overdue activities list added to the [Contacts] section. Then, in the the object connection field, you can select a column from the available list of columns used to connect a list object with a section object. a. If you select a column, the list will only be built based on the records that correspond to the filter conditions specified in the section. For example, you can select the Owner column for the Overdue activities list (Fig. 161). Then, if you set a filter in the [Contacts] section, the list will only display the activities whose owners are displayed in bpm online sales 188

190 User guide the section. Or you can select the Author column in this case, the list will only display the activities added by the specified employees. Fig. 161 Connecting a list to a section by the Owner field b. If you leave the connection field blank, then the list will display the information for all object records used to build the list, regardless of the filter conditions set. c. The field will also be left blank if the list data is not connected to the data of the section it is added to. For example, when the Overdue activities list is added to the [Knowledge base] section. What to display [Style] fill color of the dashboard component title and values of the additionally displayed columns. SETTING UP THE WIDGET DASHBOARD COMPONENT [Module] widget module to be dislayed on the dashboard. [Module parameters] parameters to be passed to the selected module. NOTE Widget is added by a developer. SETTING UP THE SALES PIPELINE DASHBOARD COMPONENT To set up a Sales pipeline dashboard component, use the sales pipeline setup page. NOTE The Sales pipeline dashboard component should be distinguished from the Chart dashboard component of the Pipeline type. The Chart dashboard component is described in a separate chapter. To create a sales pipeline, enter its title and specify conditions based on which it should be built. How to filter Use this detail to specify conditions for selecting the data based on which the sales pipeline is built. For example, to display the sales dynamics within the sales pipeline for a certain owner only, specify the required owner in the filter conditions. NOTE Opportunities with Closed lost, Closed won, Closed rejected and Closed rerouted statuses are not taken into account. How to associate with section data [Connect Stage in opportunity object with... section by field] fill in the field if you want to display the data only for the selected records of the current section. For example, specify the Opportunity 189

191 Analytics setup value. As a result, the pipeline will only be built based on the records whose [Opportunity] filed contains the same value as in the similar filed of the [Opportunity] object. NOTE Display of data with respect to the section filters is available for the [Opportunities] section only. The sales pipeline is built based on the [Stage in opportunity] object records If you leave this field empty, the filters applied in the section will not be considered when building the pipeline. The field if not displayed when setting up analytics in the [Dashboards] section. What to display [Style] fill color of the dashboard component title. [Period by default] standard filtration period to be used in the quick filter for the sales pipeline, for example, Current month. NOTE Functionality of the quick filter is described in a separate chapter. bpm online sales 190

192 User guide THE MS WORD PRINTABLES SETUP You can use the MS Word printables to create documents based on the section records. For example: printables of the [Documents] section can be used to print contracts; in the [Contacts] section you can print contact summaries; use printables of the [Activities] section to print out s, minutes of meetings, etc. Creating a printable involves several steps: 1. Registration of a new printable in the [Printables] lookup. At this stage you need to define a section where the new printable will be used. Besides that, it is necessary to create a list of data columns that will be used in the printable. 2. Downloading a printable template and editing it in MS Word. This step involves establishing the appearance of printable: organizing data on the page, formatting the text, creating tables, etc. To edit the printable template in MS word, you will need to install the bpm online plug-in for MS Word. LATER IN THIS CHAPTER Installing bpm online plug-in for MS Word Registering the MS Word printable Setting up the MS Word printable template SEE ALSO The [Printables] lookup INSTALLING BPM ONLINE PLUG-IN FOR MS WORD Before installing the bpm online plug-in for MS Word, make sure that your computer runtime environment meets the plug-in software requirements. RUNTIME ENVIRONMENT REQUIREMENTS Operating system (32-bit and 64-bit editions are supported): Windows XP Service Pack 3; Windows 7; Windows 8. ATTENTION! You must have NET Framework 3.5 or newer installed on your computer. Software application of the plug-in: MS Word 2007; MS Word 2010; MS Word ATTENTION! MS Word 2003 is not supported. BPM ONLINE MS WORD PLUG-IN INSTALLATION PROCEDURE 1. Make sure that the MS Word application installed on your computer is closed. 2. Install the following third party applications required for running the plug-in: 191

193 The MS Word printables setup Primary Interop Assemblies Redistributable (setup file: PIARedist.exe); WCF Data Services (setup file: WcfDataServices.exe); Visual Studio Tools for Office Runtime Redistributable (setup file: vstor_redist.exe). These files are supplied along with the bpm online. You can also download them from the Microsoft website. 3. Install the the bpm online plug-in for MS Word (setup file: Bpmonline MS Word Report Designer.msi) supplied along with the bpm online. You can also install all the listed applications at once by running the Bpmonline MS Word Report Designer.exe installation file. The application files and the installation file must be in the same folder. REGISTERING THE MS WORD PRINTABLE A new printable is added in several steps. The first step is registering a new printable in the [Printables] lookup. Then you will need to set the data that will be included in the printable by selecting corresponding columns of the system objects. You can add simple data, such as a name of the selected contact or a date of the activity, as well as table data, such as a list of tasks connected with an account. 1. REGISTERING A PRINTABLE To register a printable: 1. Open the [Lookups] section. 2. Open the [Printables] lookup. 3. Select the [MS Word] command in the [Add] button menu (Fig. 162). Fig. 162 Adding an MS word printable 4. Enter the name of the printable. 5. Select the section where a printable will be available. For example, to add an activity printable, specify the [Activities] section. 6. Select the [Show in section] and/or [Show in card] checkboxes. 7. Save the printable card. 2. ADDING DATA TO A PRINTABLE To add data to a printable: bpm online sales 192

194 User guide 1. In the MS Word printable card, click the [Set up list of fields] button (Fig. 163). Fig. 163 Configuring the list of fields for the printable 2. In the [Available columns] area of the opened window, select an object whose columns should be added to the printable. For example, to add information about an activity, select the Activity object. Select the Contact object in order to add information about a contact connected with the activity. As a result, in the central part of the window, a list of columns for the selected object will be displayed. 3. Double-click a column in the columns area to add it in the [Selected columns] area. You can also add a column by selecting it in the columns area and clicking the button. For example, to display an owner name in the document printable for minutes of meetings, you should add the [Address] column (Fig. 164). Fig. 164 Adding columns to the printable 4. Add all necessary columns to the [Selected columns] area and click [OK]. 193

195 The MS Word printables setup 5. Save the printable card. As a result, the list of fields for the printable will be created from the selected columns. 3. ADDING THE TABLE DATA TO A PRINTABLE You can also add data that will be used for creating tables in the printable. To do this: 1. In the MS Word printable card, go to the [Tables of printable] tab (Fig. 165). Fig. 165 Switching to the [Tables of printable] tab 2. Click the [Add] button. 3. Fill out the table data card (Fig. 166): Fig. 166 Adding table data to the printable a. In the [Object] field, select an object whose data will be used to create a table. For example, select the Activity participant object to add a table containing a list of activity participants to the contract. bpm online sales 194

196 User guide b. Specify a caption to identify this table. Fields of this table will be added to a group with the specified name. 4. Click the [Set up list of fields] button (Fig. 166). 5. Set up the list of columns for the table (Fig. 167). Fig. 167 Setting up table columns a. In the [Available columns] area, select an object whose columns should be added to the table. As a result, a list of columns for the selected object will be displayed in the central part of the window. b. Double-click a column in the columns area to add it in the [Selected columns] area. You can also add a column by selecting it in the columns area and clicking the button. c. Add all necessary columns to the [Selected columns] area and click [OK]. d. If necessary, use the and buttons to define the order of columns in the table. 6. If necessary, specify the sorting of records: 195

197 The MS Word printables setup Fig. 168 Sorting table records in the printable a. Select a column that should be used for sorting. b. In the menu of the [Sort] button, select the order direction ( Ascending or Descending ). For example, you can sort a list of activity participants in the alphabetical order. 7. If necessary, go to the [Table filter] tab and create the filter whose conditions will define which records will appear in the table. For example, you can specify the company employees only (Fig. 169). Fig. 169 Filtering records in a table 8. Save the table data card. As a result, the printable can contain data that can be used for creating tables with multiple rows. Each record on the [Tables of printable] tab is a separate table that can be added in the printable template. bpm online sales 196

198 User guide SEE ALSO Setting up the MS Word printable template SETTING UP THE MS WORD PRINTABLE TEMPLATE You can customize the appearance of a printable by editing the standard MS Word template. Click the [download template file] button in the [Printables] lookup window or the [Download template] button in the printable card in order to download the printable template. The bpm online printable builder plug-in for MS Word must be installed in order to work with the printable templates. To upload the customized file to the system, click the [Upload template] button in the [Printables] lookup window or in the printable card. SAVING THE MS WORD PRINTABLE TEMPLATE 1. Open the [Lookups] section. 2. Open the [Printables] lookup. 3. Select a printable from the list and click the [Download template file] button (Fig. 170). Fig. 170 Downloading the MS Word printable template As a result, an MS Word template of the printable will be downloaded. EDITING THE MS WORD PRINTABLE TEMPLATE 1. Open the downloaded template file in MS Word. 2. Click the [Connect] button on the bpm online plug-in toolbar (Fig. 171). 3. Log in to the system with your bpm online credentials. 197

199 The MS Word printables setup Fig. 171 Connecting the MS Word printable plug-in to bpm online As a result, a list of columns for the selected printable will be displayed in the right part of the MS Word window. ADDING FIELDS TO THE TEMPLATE Prior to adding fields to a template, you should create a list of fields of the printable in the printable card. You can add fields to a printable after its registration. In the template, the printable fields are given as the MS Word fields. When the printable will be generated, the field will contain data from the corresponding system record. The list of available fields is displayed in the [Fields of printable...] window (Fig. 172). Quick addition of all fields to a template To add all fields to a template, drag a group of fields to the template page (Fig. 172). Fig. 172 Adding a field group to a template As a result, all fields and names of the corresponding bpm online columns will be added to the template in the following format: Column name: Field (Fig. 173). bpm online sales 198

200 User guide Fig. 173 A printable template with a field group added You can use the standard MS Word tools to customize the added fields. Adding individual fields to a template: 1. To add data to the template, drag the corresponding field on the page (Fig. 174). Fig. 174 Adding one field to the printable template 2. As a result, a field will be added on the page. When the printable is generated, the field will contain data from the corresponding system record in bpm online. 3. Add all other necessary fields as well as the text in the printable (Fig. 175). 199

201 The MS Word printables setup Fig. 175 A printable with fields added and the static text 4. Save the printable template. ADDING TABLE DATA TO A TEMPLATE Prior to adding tables to a template, add the table data on the [Tables of printable] tab of the printable card. Quick addition of a table to a template To add all table columns to a template, drag a group of table fields to the template page (Fig. 176). Fig. 176 Adding all table columns to the template As a result, the template will contain the table with all columns from the selected group. Captions of table columns will correspond to the captions of columns in the system. bpm online sales 200

202 User guide Fig. 177 A printable template with the built-in table You can use the standard MS Word tools to customize the added table. The text in captions of the table columns can be edited. Fields placed in table cells determine the data that will be displayed in the column. Add Individual columns: 1. Add a simple table with the required number of columns on the template page. Each column must comprise a caption and one row (Fig. 178). Fig. 178 Adding a table to the template manually 2. Enter the text of the column captions (Fig. 179). Fig. 179 A table with static captions of columns 3. Drag a column caption to an empty cell of the table which should display the data from this column (Fig. 180). Fig. 180 A table with fields added 4. Set up the template appearance of by placing the table in the right part of the file (Fig. 181). 201

203 The MS Word printables setup Fig. 181 Setting up template appearance 5. Save the printable template. In the generated printable, fields of the table will contain data from the system. Number of rows in the table will correspond to the quantity of records. UPLOADING AN UPDATED TEMPLATE TO BPM ONLINE 1. Open the [Lookups] section. 2. Open the [Printables] lookup. 3. Double-click the printable whose template you want to upload. 4. In the opened printable card, click the [Upload template] button (Fig. 182). bpm online sales 202

204 User guide Fig. 182 Downloading the MS Word printable template 5. Select the previously saved template. 6. Save the printable card. As a result, a new template will be used the next time when a printable is generated. SEE ALSO Registering the MS Word printable 203

205 Workplaces setup WORKPLACES SETUP In bpm online, the list of sections displayed in the side panel can be set up separately for each user group. The sets of sections displayed for different user groups (roles) are called workplaces. You can set up a workplace by creating a list of sections that are necessary for user in their everyday work. When you create a workplace, the sections that are not included to it will be hidden from the main application menu. For example, for users with the HR managers role you can assign a workplace that will contain sections used to manage contact information. And for users with the Employees role you can set up the workplace containing the sections that the employee uses most frequently. The full set of system sections, including the sections that are not included in the workplace, will be still available on the application home page. To set up a workplace, open the application home page (Fig. 183) and select [Workplace setup] in the [Settings] button menu. Fig. 183 Opening the workplace list page LATER IN THIS CHAPTER Setting up workplace list Setting up a new workplace SETTING UP WORKPLACE LIST On the workplace list page (Fig. 184), you can view the list of available workplaces, add new ones, delete or edit the existing ones, as well as specify workplace access rights priorities for user roles. Fig. 184 The workplace list page bpm online sales 204

206 User guide If a user for which the workplace is created is included in multiple roles, the workplace that is higher in the list will be assigned to this user. To set up a sequence of workplaces, select the required record and move it up or down by clicking the or buttons that will appear in the record string (Fig. 185). Fig. 185 Changing workplace position in the list SETTING UP A NEW WORKPLACE Workplace setup page is used to add a new workplace or edit an existing one. To add a new workplace, use the [Add User Workplace] button on the workplace list toolbar (Fig. 186). Fig. 186 Adding a new workplace To edit an existing workplace, select it in the workplace list and click [Open] (Fig. 187). Fig. 187 Switching to workplace edit 205

207 Workplaces setup The workplace setup page (Fig. 188) will open. Fig. 188 The workplace setup page [Name] name of workplace, for example, Main. Sections Use the toolbar on the SECTIONS detail, to set up the list of sections to be included in the workplace. Click the [Add] button on the detail toolbar to open the window (Fig. 189) used to add sections to workplace. Fig. 189 Adding sections to a workplace In the window, select the needed sections and click [Select]. bpm online sales 206

208 User guide To remove a section from a workplace, select the required record in the block and click [Delete] in the [Actions] button menu. The sequence of records in the SECTIONS detail is the sequence in which the sections will be displayed in the side menu of the application. To move the required detail record up or down, select it and click the or button. User groups The USER GROUPS detail displays user roles that the workplace is assigned to. Adding and deleting user roles is identical to adding and deleting sections in the SECTIONS detail. NOTE The changes will be applied after the user for which the workplace has been created logs in for the next time. 207

209 SYNCHRONIZATION AND IMPORT FROM OTHER SYSTEMS CONTENTS General import of records Integration with services by the IMAP/SMTP protocol Integration with the MS Exchange service Integration with the Google organizer Integration with social networks Web form setup for automatic lead registration Synchronization of user accounts and roles with LDAP bpm online sales 208

210 User guide GENERAL IMPORT OF RECORDS Before you start working with the system, you can import necessary data from the existing bpm online database. For example, you can import the list of accounts, contacts, records of other sections, and lookups from the MS Excel file. To import records into the system, download the template for the file being imported, fill it in with account or contact data, and import the resulting file. PREPARING THE FILE 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 190). Fig. 190 The [Advanced settings] command in the [Settings] menu on the home page 2. In the administrator workplace, select the [Import data] command (Fig. 191) in the settings button menu. Fig. 191 Selecting the import data command 3. In the opened window, specify the object whose template must be downloaded. For example, select the Contact object to download an MS Excel template for importing contacts. 4. Click the [Download template] button (Fig. 192). 209

211 General import of records Fig. 192 Downloading template for import 5. Open downloaded file (Fig. 193) and enter data needed for import: Fig. 193 The template for importing contacts a. Fill in the required columns in the Excel file. For example, [Account name] for accounts or [Contact name] for contacts. b. Ensure that all the columns are filled in with data in correct format. Text columns can contain any text data, number columns numbers only, etc. IMPORT DATA In the import settings window (Fig. 194), specify the needed parameters: bpm online sales 210

212 User guide Fig. 194 Configuring the import parameters 1. Select which columns must be used to determine if the imported account is new or already registered in the system. For example, when importing contacts, you can specify the Contact name, City, Mobile phone columns. NOTE If the [Identify unique records by] field is not filled in, the duplicate search will be performed by the primary column. 2. Select the [Do not check required fields before import] checkbox for quick data import. If the checkbox is selected, the system will verify whether all required columns in the template file are filled in and will show the corresponding warning. 3. Select the [Log errors only] checkbox to disable message about successful import. 4. Select the import mode: a. [Update all] update all modified fields in the matched records. b. [Update with filled in values only] update only fields that are filled in in the Excel file in the matched records. 5. Click the [OK] button. 6. If the Excel file column that corresponds to a lookup field in the system contains values that do not match any of the values in that lookup then an additional window will open for handling new lookup values. a. If the lookup does not contain a value used in the imported file, then you can add a new value to the lookup (Fig. 195). 211

213 General import of records Fig. 195 Adding a value to a lookup b. If the value used in the file has an analogous value in the corresponding lookup connect them by selecting the appropriate value from the lookup (Fig. 196). Fig. 196 Selecting a matching record in the lookup 7. After processing all values that require attention, click [OK]. The system will inform you about the successful import completion. If needed, you can click the [Open import log] button to view the detailed import report. bpm online sales 212

214 User guide INTEGRATION WITH SERVICES BY THE IMAP/SMTP PROTOCOL In bpm online, you can receive s from service providers that support the IMAP/SMTP protocol. After the list of providers have been configured, bpm online users will be able to send and receive messages directly from the system. The list of providers that is obtained after the settings have been made is used when setting up individual mailboxes. NOTE To set up connection parameters for the providers, the user must have the right to run the providers list setup system operation. To set up system operation permissions, use the [Operations permissions] section. CONTENTS Setting up the IMAP/SMTP service provider Configuring IMAP/SMTP accounts in bpm online Mailbox synchronization setup Receiving and sending messages SETTING UP THE IMAP/SMTP SERVICE PROVIDER To add an IMAP/SMTP service provider: 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 197). Fig. 197 The [Advanced settings] command in the [Settings] menu on the home page 2. Click the button of the administrator workplace, and then select the [Set up list of providers] command (Fig. 198). Fig. 198 The [Set up list of providers] command in the main menu 3. In the opened lookup window, in the [Add] button menu, select [IMAP / SMTP] (Fig. 199). 213

215 Integration with services by the IMAP/SMTP protocol Fig. 199 Adding a new provider 4. In the opened card (Fig. 200), enter the service provider name, for example, AOL mail. Fig. 200 The provider card 5. Specify download parameters: a. Select the [Download s using protocol] checkbox. In the protocol field, the IMAP protocol is specified. b. Specify the name or IP address of the incoming server, for example, imap.aol.com. c. Enter the port number for connecting to the incoming mail server. For example, to receive s via the IMAP protocol by such providers as Gmail or Yahoo, the port 993 is used. d. If necessary, select the [Use SSL] or [Create encrypted connection (STARTTLS)] checkbox for secure connection. bpm online sales 214

216 User guide 6. Specify send parameters: a. Select the [Allow sending s] checkbox. b. Specify the name or IP address of the server for sending s, for example, smtp.aol.com. c. Enter the port number for connecting to the smtp-server. As a rule, the port 465 (if the server supports encryption), 587 or 25 is used. d. Specify the response time from the send server (by default, 40 seconds). e. If necessary, select the [Use SSL] checkbox for secure connection. 7. Save the card. As a result, system users will be able to use mailboxes of this provider to send and receive messages. CONFIGURING IMAP/SMTP ACCOUNTS IN BPM ONLINE To configure the IMAP/SMTP account: 1. Open the user profile page by clicking the [User profile] command on the application home page. 2. Click the [ accounts] button. 3. On the opened page, click the [Add] button. 4. Enter the account parameters: a. In the [Mailbox type] field, select one of the available mail providers, for example, Yahoo.com. b. Enter the address and password used for account authorization. c. Specify the mailbox name to identify it when simultaneously working with several accounts. NOTE If the 2-step authentication is set up in the Gmail mailbox, set up the application passwords for correct work of this account in bpm online. 5. Specify download parameters: a. Select the [Use for receiving] checkbox. b. To enable automatic receiving, select the [Automatically receive s every... minutes] checkbox and specify periodicity of the automatic receiving from the mailbox, in minutes. c. Select the [Download all s from mailbox] option to download all messages from the Incoming folder of the mailbox, or the [Download s from customized folders] option to download to bpm online messages from separate folders only. d. If you select the [Download all s from mailbox] option, specify the message synchronization period in the [Synchronize s] field. e. If you select the [Download s from customized folders] folder, click the [Select folders] button and specify the folders whose messages will be downloaded to bpm online. 6. If necessary, specify the sending parameters. 215

217 Integration with services by the IMAP/SMTP protocol a. Select the [Send s from mailbox] checkbox to use a certain mailbox for sending s. b. If the mailbox is used for sending s, you can select the [Use by default] checkbox to specify the mailbox address in the [From] field of the new message pages by default. 7. Click the [Save] button. As a result, the bpm online test message will be sent to the specified address to verify the account parameters. The configured mailbox will be added to the folder of the [Activities] section. You can receive and send messages using this account. MAILBOX SYNCHRONIZATION SETUP Once the account is configured in bpm'online, set up the synchronization with the mailbox. Setting up the IMAP/SMTP and MS Exchange service providers is done in the same manner. CONTENTS Setting up folders for downloading s Setting up the folder SETTING UP FOLDERS FOR DOWNLOADING S If not all messages should be downloaded to bpm online: 1. In your mailbox, set up folders that will be used for downloading s to bpm online. For example, the Documents and Presentations folders in the Yahoo! Mail mailbox (Fig. 201). Fig. 201 The folder structure in the Yahoo! Mail mailbox 2. In bpm online, open the mailbox synchronization settings page. To do this, select the [User profile] command on the application home page and click the [ accounts] button on the user profile page. Select a record from the list and click the [Configure] button. 3. Select the [Download s from mailbox] checkbox and then select the [Download s from customized folders] option. 4. Click the [Select folders] button. 5. On the opened page, select folders whose content must be downloaded to bpm online (Fig. 202). bpm online sales 216

218 User guide Fig. 202 Specifying synchronization folders 6. Click the [Select] button. 7. On the mailbox synchronization setup page, click the [Save] button. As a result, a new mailbox with the Documents and Presentations subfolders will be added to the folder of the [Activities] section. SETTING UP THE FOLDER The list of folders of the [Activities] section contains the folder used for working with s. The folder can contain one or more mail accounts that are synchronized with bpm'online. The structure of the folder depends on the settings. Thus, you can set up the synchronization directly with all mailbox content, or with one or more mailbox folders. If you have set up the synchronization only with the specific mailbox folders, then in the folder, they will be displayed as subfolders of this mailbox. As a result, in bpm online, the structure of the mailbox subfolders will completely match the structure of the external mailbox folders selected for the synchronization. When you select one of the mailboxes in the [Activities] section, only those messages that have been received from this mailbox will be shown in the section list. When you select the mailbox subfolder, only those messages that have been received from the selected folder of the external mailbox will be shown. SEE ALSO Configuring IMAP/SMTP accounts in bpm online Configuring MS Exchange accounts in bpm online Receiving and sending messages 217

219 Integration with services by the IMAP/SMTP protocol RECEIVING AND SENDING MESSAGES s in bpm'online are received automatically in a time period specified when selecting the [Automatically download new s every...] checkbox on the mailbox synchronization setup page. To download s immediately: 1. Open the [Activities] section. 2. In the [Actions] button menu, select the [Receive s] command (Fig. 203). Fig. 203 Receiving messages As a result, all content of the synchronized folders will be downloaded to the system as activities of the type. Unread s will be shown on the REMINDERS tab of the notification panel. The s received in bpm online will be filled out as follows: From Values of the corresponding fields of the . To: Cc Subject Body Start Message body. Date and time the was created in the mailbox. Due Author User that received this message. Owner Order status The Completed value. bpm online sales 218

220 User guide Priority status It is filled in depending on the importance, for example, Average, High, or Low. The Sent value. If the received message contains attachments, then these attachments are automatically added to the [Attachments] detail. The messages are received from the mailbox only once in accordance with the mailbox folder structure at the moment of receipt. If messages are deleted in bpm online, they will not be received once again. If you move the message received in bpm online earlier from one folder to another, this will not be reflected in bpm online. Sending messages To send message: 1. In the [Activities] section, prepare the massage to be sent. 2. Click the [Send] button of the message page. As a result, the will be sent, and the status of the activity will be changed to Completed. It sends the from the account specified in the [From:] field to the addresses specified in the [To:], [Cc:] and [Bcc:] fields. NOTE You can also forward or reply to the message using corresponding buttons that are shown when you select the message in the [Activities] section. Files added to the [Attachments] detail of the [Activities] section will be attached to this message. To limit the maximum size of the attached file, use the [Attachment max size] system setting, which is located in the [Common] group of system settings. By default, the maximum size of the attached file is 10MB. 219

221 Integration with the MS Exchange service INTEGRATION WITH THE MS EXCHANGE SERVICE You can integrate with the MS Exchange service in bpm online. Set up the connection parameters so that the users of bpm online are able to use the MS Exchange service as an service provider. The added MS Exchange provider can be used when setting up users' individual mailboxes. NOTE To set up connection parameters for the providers, the user must have the right to run the providers list setup system operation. To set up system operation permissions, use the [Operations permissions] section. You can also set up the synchronization of bpm online contacts and activities with MS Exchange contacts and calendar. CONTENTS Setting up the MS Exchange service provider Configuring MS Exchange accounts in bpm online Synchronization of the bpm online contacts with the MS Exchange contacts Synchronizing the bpm online calendar with the MS Exchange calendar SEE ALSO Mailbox synchronization setup Receiving and sending messages SETTING UP THE MS EXCHANGE SERVICE PROVIDER To add the Microsoft Exchange service provider: 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 204). Fig. 204 The [Advanced settings] command in the [Settings] menu on the home page 2. Click the button of the administrator workplace, and then select the [Set up list of providers] command (Fig. 205). bpm online sales 220

222 User guide Fig. 205 The [Set up list of providers] command in the main menu 3. In the opened service provider lookup window, in the [Add] button menu, select [Microsoft Exchange ActiveSync] (Fig. 206). Fig. 206 Adding the Microsoft Exchange service provider 4. In the opened card (Fig. 207), enter the provider name, for example, Exchange. Fig. 207 The service provider card 5. Select the [Autodetect] checkbox to make the system able to independently detect the needed server and connect to it. 6. If the system doesn't detect the server, specify its address manually: a. Clear the [Autodetect] checkbox. As a result, the [Server address] field will become available and required. b. In the [Server address] field, enter the Microsoft Exchange server address. 7. Select the [Allow downloading s] checkbox. 221

223 Integration with the MS Exchange service 8. Select the [Allow sending s] checkbox. 9. Save the card. As a result, the system users will be able to use MS Exchange server to receive and send messages, as well as to synchronize contacts and activities between this server and bpm'online. CONFIGURING MS EXCHANGE ACCOUNTS IN BPM ONLINE Setting up the base parameters of the MS Exchange account is identical to setting up the IMAP/SMTP account. You can also set up the synchronization of contacts, tasks, and meetings with MS Exchange for this account. SEE ALSO Configuring IMAP/SMTP accounts in bpm online Synchronization of the bpm online contacts with the MS Exchange contacts Synchronizing the bpm online calendar with the MS Exchange calendar MAILBOX SYNCHRONIZATION SETUP Once the account is configured in bpm'online, set up the synchronization with the mailbox. Setting up the IMAP/SMTP and MS Exchange service providers is done in the same manner. Read more RECEIVING AND SENDING MESSAGES Sending and receiving messages in IMAP/SMTP and MS Exchange service providers is done in the same manner. Read more SYNCHRONIZATION OF THE BPM ONLINE CONTACTS WITH THE MS EXCHANGE CONTACTS Use the mailbox synchronization setup page to set up the synchronization of the contacts with the MS Exchange contacts. To set up the synchronization: 1. Open the user profile page by clicking the [User profile] command on the application home page. 2. Click the [ accounts] button. 3. On the opened page, click the [Add] button. 4. In the [Mailbox type] field, select the MS Exchange service provider. As a result, the CONTACTS field group will appear on the mailbox synchronization setup page. The field group is used to set up the synchronization of the bpm'online contacts with the MS Exchange contacts. SETTING UP IMPORT OF CONTACTS DURING SYNCHRONIZATION To set up import of contacts from MS Exchange: 1. In the CONTACTS field group of the synchronization with mailbox setup page, select the [Import contacts] checkbox. 2. Select the [All] option to import all records from mailbox folders of the Contacts type. bpm online sales 222

224 User guide 3. Select the [From folders] option to import contacts from the selected folders of MS Exchange. Click the [Select folders] button and select the checkboxes in front of the needed folders. 4. In the [Connect contacts to accounts] field, select the rule for connecting the imported contacts to accounts: a. Always connect all imported MS Exchange contacts to the system accounts. The company must be specified for these contacts. If the name of the imported contact matches the name of the account that already exists in the system, the contact will be connected to this account. If the corresponding account is not found, the system will automatically create a new account. b. Only if a company is found connect only those contacts whose companies match the accounts that already exist in the system. c. Never do not connect the imported contacts and accounts. 5. Click the [Save] button on the mailbox synchronization setup page. NOTE If more than one account with the same name is found in the system, the contact will be imported without connection to the account. If an employee that performs the import has the access to one of these accounts, then the contact will be imported with the connection to this account. SETTING UP EXPORT OF CONTACTS DURING SYNCHRONIZATION To set up the export of the bpm'online contacts to MS Exchange: 1. In the CONTACTS field group of the synchronization with mailbox setup page, select the [Export contacts] checkbox. 2. Select the [All] option to export all contacts to which you have the access. 3. Select the [Selected contacts] option to export only contacts of the particular types, or contacts from the specified folders. a. Select the [Employees] and/or [Customers] checkbox to export all contacts of the corresponding types during synchronization (only those contact will be exported to which you do have the access). b. Select the [My contacts] checkbox to export contacts for which you are specified as owner. c. Select the [From folders] checkbox to export contacts included in the particular dynamic folders, for example, Employees. Click the [Select folders] button and specify the needed folders. 4. Click the [Save] button on the mailbox synchronization setup page. NOTE Creating dynamic folders is covered in the Dynamic folders chapter. SYNCHRONIZING CONTACTS WITH MS EXCHANGE Contacts can be synchronized between bpm'online and the Exchange server automatically with the specified periodicity. To enable automatic synchronization, select the [Synchronize contacts and activities every...] checkbox on the mailbox synchronization setup page and specify the periodicity for the synchronization, in minutes. To synchronize contacts immediately, open the CONTACTS section and select the [Synchronize with contacts in Exchange] action. 223

225 Integration with the MS Exchange service SYNCHRONIZING THE BPM ONLINE CALENDAR WITH THE MS EXCHANGE CALENDAR Use the mailbox synchronization setup page to set up the synchronization of the bpm'online activities with the MS Exchange tasks and meetings. To set up the synchronization: 1. Open the user profile page by clicking the [User profile] command on the application home page. 2. Click the [ accounts] button. 3. On the opened page, click the [Add] button. 4. In the [Mailbox type] field, select the MS Exchange service provider. As a result, the ACTIVITIES field group will appear on the mailbox synchronization setup page. The field group is used to set up the synchronization of the bpm'online activities with the MS Exchange activities. SETTING UP IMPORT OF ACTIVITIES DURING SYNCHRONIZATION To set up the import of the MS Exchange activities in bpm'online: 1. In the [Import activities starting from] field of the ACTIVITIES field group, specify the start date for importing data. 2. Select the [Import appointments] checkbox. 3. Select the [All] option to import all records from the MS Exchange calendars. 4. Select the [From calendars] option to import records from the selected calendars of MS Exchange. Click the [Select calendars] button and select the checkboxes in front of the needed calendars. 5. In the same manner, set up import parameters for the MS Exchange tasks: select the [Import tasks] checkbox and if necessary select folders whose tasks must be imported. 6. Click the [Save] button on the mailbox synchronization setup page. As a result of importing the MS Exchange activities that have the Appointment or Meeting type, the activities of the Meeting category will be added in bpm'online. Additionally, the meeting participants will be added to the PARTICIPANTS detail of this task. If a meeting participant is not found in bpm'online, the system will automatically register them, as well as add them to the PARTICIPANTS detail. When importing the MS Exchange activities of the Task type, the activities of the To do category will be added in bpm'online. In this case, only those tasks whose owner is the bpm'online current user will be imported. SETTING UP EXPORT OF ACTIVITIES DURING SYNCHRONIZATION To set up the export of the bpm'online activities to MS Exchange: 1. In the ACTIVITIES field group, select the [Export activities] checkbox. 2. Select the [All] option to export all activities to which you have the access. 3. Select the [Selected activities] option to export only activities of the particular types, or activities from the specified folders. a. Select the [Appointments] checkbox to export during the synchronization all tasks of the Meeting category to which you have the access. bpm online sales 224

226 User guide b. Select the [Tasks] checkbox to export during the synchronization all tasks of the To do category to which you have the access. c. Select the [From calendar] checkbox to export tasks of the Meeting or To do category for which the [Show in calendar] checkbox is selected. d. Select the [From folders] checkbox to export tasks included in the particular dynamic folders, for example, Uncompleted tasks. Click the [Select folders] button and specify the needed folders in the opened window. 4. Click the [Save] button on the mailbox synchronization setup page. As a result, the activities of the Appointment type will be created in MS Exchange when exporting tasks of the Meeting category. If a meeting that has at least one contact in the PARTICIPANTS detail except its author, the Meeting activity will be created in MS Exchange. When exporting tasks of the To do category, the activities of the Task type will be created in MS Exchange. SYNCHRONIZING ACTIVITIES WITH MS EXCHANGE Activities can be synchronized between bpm'online and the Exchange server automatically with the specified periodicity. To enable automatic synchronization, select the [Synchronize contacts and activities every...] checkbox on the mailbox synchronization setup page and specify the periodicity for the synchronization, in minutes. To synchronize activities immediately, open the ACTIVITIES section and select the [Synchronize with tasks and meetings in Exchange] action. 225

227 Integration with the Google organizer INTEGRATION WITH THE GOOGLE ORGANIZER You can synchronize your bpm'online contacts and tasks with the Google contacts and calendar. After the synchronization, the latest modifications in the bpm'online contacts will be transmitted to the Google organizer and vice versa. CONTENTS Application registration for integration with Google Configuring Google accounts in bpm'online Setting up the synchronization of bpm'online contacts and activities with the Google contacts and calendar Synchronizing the bpm'online contacts with the Google contacts Synchronizing the bpm'online activities with the Google calendar APPLICATION REGISTRATION FOR INTEGRATION WITH GOOGLE The bpm online application integrates with Google calendar and Google contacts. To use the integration features, you need to register the bpm'online Google account. Registration procedure can be divided into two steps: First, you have to register a Google account and set it up, open an access for Calendar API, generate the keys ( Client ID and Client Secret ) needed for integration. Second, enter the received Client ID and Client Secret keys to as the values of the [Google Service Access Key] and [Google Secret Access Key] system settings respectively. SETTING UP AN ACCOUNT AND RECEIVING GOOGLE KEYS To configure the Google account: 1. Register the bpm online service account on Google. The information about registration can be found in the Google reference materials. 2. Follow the link. 3. Click the [Create project] button (Fig. 208). Fig. 208 Creating a new project using Google APIs bpm online sales 226

228 User guide 4. In the list of available APIs (APIs&auth > APIs in the left panel), select Calendar API and click the OFF button in the STATUS column (Fig. 209). Fig. 209 Activating Calendar API 5. As a result, the Calendar API will be added to the list of available APIs of the project (Fig. 210). Fig. 210 Calendar API in the list of available APIs of the project 6. Open the credentials setup page ([APIs & auth] > [Credentials]) (Fig. 211). 227

229 Integration with the Google organizer Fig. 211 The credentials setup page 7. Click the [Create new client ID] button (Fig. 212). Fig. 212 Creating OAuth 2.0 client ID 8. In the opened window, specify the following parameters (Fig. 213): a. APPLICATION TYPE select the [Web application] option. b. AUTHORIZED JAVASCRIPT ORIGINS enter the web address of your application, for example, onlineapp.com (without the quotes). c. AUTHORIZED REDIRECT URI specify the application web page to which the authentication data will be sent. This will enable users to get access to the system of exchange data between the Google and bpm online accounts. As a rule, this is the application home page whose address is composed as follows: [Application website address] + /0/ViewPage.aspx?Id=3b22f0ff-034a-48da-8758-a0660e5a26ff. For bpm online sales 228

230 User guide example, onlineapp.com/0/viewpage.aspx?id=3b22f0ff-034a-48da a0660e5a26ff (without the quotes). Fig. 213 Configuring parameters to create the Client ID 9. Click the [Create ID] button. As a result, the table that contains the data for the created Client ID will be displayed. The table will contain the Client ID and Client Secret keys used in integration. 10. At last, specify information about the product for which the Client ID is created. To do this, open [APIs & auth] > [Consent screen]. On the opened page, fill in the needed properties: a. ADDRESS specify the address of the bpm online service account. b. PRODUCT NAME specify the product name, for example, bpm online. 11. Click the [Save] button to save changes. ENTERING GOOGLE KEY INTO BPM ONLINE Enter the received Client ID and Client Secret keys into bpm online as the values of the [Google Service Access Key] and [Google Secret Access Key] system settings. To do this: 1. Open the bpm online application. 229

231 Integration with the Google organizer 2. Switch to the administrator workplace by clicking to the menu [Settings] on the main page and select the [Advanced settings] command (Fig. 214). Fig. 214 The [Advanced settings] command in [Settings] menu on the main page 3. In the administrator workplace, open the [System settings] section. 4. In the folder area, select the [Integration with external resources] folder of system settings (Fig. 215). Fig. 215 The [Integration with external resources] group of system settings 5. Select the [Google Service Access Key] system setting in the list and click [Edit]. 6. In the [Value] field of the system setting card, enter Client ID key received during the bpm online registration on Google (for example, apps.googleusercontent.com ) and click [OK] (Fig. 216). bpm online sales 230

232 User guide Fig. 216 Entering the Client ID key into bpm online 7. Select the [Google Secret Access Key] system setting in the list and click [Edit]. 8. In the [Value] field of the system setting card, enter Client Secret key received during the bpm online registration for Google (for example, AbcDEf1G23HIjKlmnOPqRStu ) and click [OK] (Fig. 217). 231

233 Integration with the Google organizer Fig. 217 Entering the Client Secret key into bpm online As a result, the bpm online users will be able to synchronize their tasks and contacts with the Google calendar and Google contacts. CONFIGURING GOOGLE ACCOUNTS IN BPM'ONLINE Once the application is registered in Google, configure the Google account in bpm online: 1. Open the user profile page by clicking the [Profile] button of the application home page. 2. Click the [Accounts in external resources] button. 3. On the opened page, click the [Add] button and select the Google account from the menu. 4. On the opened page, log in using your Google account. As a result, the username and password of the Google account will be used when synchronizing the bpm online contacts and activities with the Google contacts and calendar. SETTING UP THE SYNCHRONIZATION OF BPM'ONLINE CONTACTS AND ACTIVITIES WITH THE GOOGLE CONTACTS AND CALENDAR To allow synchronization of Google contacts and calendar with bpm online contacts and activities, the synchronization must be set up beforehand. An example of setting up synchronization in the CONTACTS section is given below. 1. Open the CONTACTS section. 2. Create a static contact folder to be synchronized. To do this: a. In the [Filter] menu, select the [Show folders] command. The folder area will be displayed. bpm online sales 232

234 User guide b. In the [Add folders] button menu, select the [Static] command. In the opened window, enter the folder name, for instance, For Google Synchronization, and click the [Save] button. 3. Select the [Set up Google synchronization] command in the [Actions] button menu. The setup page will open: a. Click the button in the [Account] field. b. In the opened window, log in to Google. c. In the [Contacts folder for synchronization] field, select the created static folder. d. If the synchronization should start automatically, select the Start contact synchronization every checkbox and specify the time period for synchronization, for example, 30 Minutes. NOTE Date and time of the latest synchronization session is displayed on the setup page. e. Click the [OK] page button to save the settings. As a result, both your Google account and the bpm online contact folder for synchronization will be saved in the system, and the synchronization will be started at the specified time period automatically. NOTE In the [Activities] section, setting up synchronization with Google is done in the same manner. Note that you don't need to specify the static folder for synchronizing tasks in the synchronization settings of the [Activities] section. SYNCHRONIZING THE BPM'ONLINE CONTACTS WITH THE GOOGLE CONTACTS You can use the synchronization option to add your Gmail contacts into bpm online. Synchronization with Google can be performed only for those bpm online contacts that belong to a static folder indicated in the synchronization settings. To run the synchronization for the first time: 1. Open the [Contacts] section. 2. Select the [Synchronize with Google contacts] command in the menu of the [Actions] button. As a result of synchronization, a new group of contacts titled bpm online will be added in your Gmail. 3. Move Gmail contacts to the bpm online group. 4. Run the [Synchronize with Google contacts] action again to perform the synchronization of contacts. As a result, the Gmail contacts from the bpm online group will be imported into the bpm online folder that was specified during the synchronization setup. From this point on, the synchronization of Google and bpm online contacts is performed in both directions. If you transfer some bpm online contacts to the static folder specified in the synchronization settings, they will be automatically imported into the Gmail's bpm online group of contacts during the next synchronization. Synchronization is run only for those records that have been changed or added since the last synchronization session. 233

235 Integration with the Google organizer If a record has been modified in both Gmail and bpm online, the most recent of these changes will be used for the synchronization. If some records are deleted in Gmail or bpm online, the next synchronization will not delete them from bpm online or Gmail. However, records that have been deleted in bpm online will be excluded from the bpm online group in Gmail, and records deleted in Gmail will be deleted from the specified static folder in bpm online. NOTE Synchronization can also be run automatically, within the time intervals specified in the synchronization settings. SYNCHRONIZING THE BPM'ONLINE ACTIVITIES WITH THE GOOGLE CALENDAR If you use the Google calendar to plan your activities, you can synchronize it with your bpm online calendar. To run the synchronization, execute the [Synchronize with Google calendar] of the ACTIVITIES section. When you run this action, the bpm online activities are synchronized with the calendar of the Google account specified in the synchronization settings. Only certain bpm online activities are synchronized. These are the Task activities with the current user specified as the owner. If the current author creates an event in Google, synchronization with bpm online adds it into the system and lists its participants on the [Participants] detail. Only those users who have the same listed on the [Communication options] detail and in the Google event will be added to the list of participants. This collective task will be displayed for other participants only after they synchronize their calendar with Google. If a collective task that was created in bpm online by synchronizing with Google has been modified by one of its participants, it will not be synchronized with Google on behalf of that participant. NOTE Synchronization can also be run automatically, within the time intervals specified in the synchronization settings. bpm online sales 234

236 User guide INTEGRATION WITH SOCIAL NETWORKS The bpm online application can use the Facebook and Twitter social networks to search for information about contacts registered in the system, as well as to store the found data on the contact page. Using social network data, you can also search for account contacts and add them to the system. To use the information about the contacts in social network, you need to register the bpm online application on the chosen social network and set up the bpm online account on it. CONTENTS Setting up bpm online Facebook integration Setting up bpm online Twitter integration Searching for customer information in social networks SETTING UP BPM ONLINE FACEBOOK INTEGRATION Setting up the bpm online application on Facebook is done in several steps: Setting up the bpm online account in Facebook Entering Facebook key into bpm online Configuring Facebook accounts in bpm online ATTENTION! First two steps must be performed once by the system administrator. SETTING UP THE BPM ONLINE ACCOUNT IN FACEBOOK To set up the bpm online account in Facebook: 1. Log in to Facebook. 2. Follow the link. 3. Click the [Create New App] button (Fig. 218). Fig. 218 Adding a new application to Facebook 4. As a result, the application type selection window will be displayed. In this window, click the advanced setup link (Fig. 219). 235

237 Integration with social networks Fig. 219 The application type selection window 5. In the opened window, fill in the following fields (Fig. 220): a. [Display Name] application name, for example, bpm online. b. [Category] select the application category from the list, for example, Business. c. Click the [Create App] button. Fig. 220 Setting up application properties 6. As a result, the application window will open. It will display the App ID and App Secret keys generated for the application (Fig. 221). By default, the App Secret key is displayed as a mask. To display the key value, click the [Show] button. bpm online sales 236

238 User guide Fig. 221 Application registration keys for Facebook 7. Open the [Settings] tab to finish the registration of application on Facebook. 8. In the opened window, fill in the fields (Fig. 222): a. [App Domains] domain name of the website where the application is deployed. b. [Contact ] address to which the application notifications will be sent. Fig. 222 Entering the domain name and address 9. Click the [Add Platform] button (Fig. 223). Fig. 223 The [Add Platform] button 10. Select Website as a platform (Fig. 224). 237

239 Integration with social networks Fig. 224 Selecting application platform 11. In the [Site URL] field, specify the full website address you use to log in to bpm online (Fig. 225). In the [Mobile Site URL] field, you can additionally specify the mobile application access address. Fig. 225 Entering the website address 12. To finish the registration of the application on Facebook, click the [Save Changes] button (Fig. 226). Fig. 226 Saving the application settings on Facebook ENTERING FACEBOOK KEY INTO BPM ONLINE The keys ( App ID and App Secret, Fig. 221) generated when registering the application, must be entered into bpm online as the values of the system settings included in the Integration with External Resources folder : In the [Facebook Access Key] field, enter the App ID key. In the [Facebook Secret Access Key] field, enter the App Secret key. bpm online sales 238

240 User guide CONFIGURING FACEBOOK ACCOUNTS IN BPM ONLINE Configuring Facebook accounts in bpm online 1. Open the user profile page by clicking the [Profile] button of the application home page. 2. Click the [Accounts in external resources] button. 3. On the opened page, click the [Add] button and select the [Facebook] item of the menu. 4. On the opened page, log in using your Facebook account. As a result, bpm online will use the specified account to search information about Facebook contacts. SEE ALSO Setting up bpm online Twitter integration Searching for customer information in social networks SETTING UP BPM ONLINE TWITTER INTEGRATION Setting up the bpm online application on twitter is done in several steps: Setting up the bpm online account in Twitter Entering Twitter key into bpm online Configuring Twitter accounts in bpm online ATTENTION! First two steps must be performed once by the system administrator. SETTING UP THE BPM ONLINE ACCOUNT IN TWITTER To set up the bpm online account in Twitter: 1. Log in to Twitter. 2. Follow the link. 3. Click the [Create a new application] button (Fig. 227). Fig. 227 Adding an application to Twitter 4. Fill in all the required fields. 5. In the [Callback URL] field, specify the URL address that consists of bpm online website address and the Twitter.aspx code (Fig. 228). 239

241 Integration with social networks Fig. 228 Entering the Callback URL address For example: online.com/twitter.aspx 6. Click the [Create your Twitter application] button. As a result, the application properties page (Fig. 229) that contains the API key key will open. Follow the manage API keys link to get access to the value of the API secret key. Fig. 229 Application properties page 7. As a result, the window that contains both keys ( API key and API secret ) (Fig. 230) needed for registering the application on Twitter will open. Fig. 230 Application registration keys for Twitter bpm online sales 240

242 User guide ENTERING TWITTER KEY INTO BPM ONLINE The keys (Fig. 230) generated when registering the application, must be entered into bpm online as the values of the system settings included in the Integration with External Resources folder : In the [Twitter Access Key] field, enter the API key key. In the [Twitter Secret Access Key] field, enter the API secret key. CONFIGURING TWITTER ACCOUNTS IN BPM ONLINE To configure Twitter accounts in bpm online: 1. Open the user profile page by clicking the [Profile] button of the application home page. 2. Click the [Accounts in external resources] button. 3. On the opened page, click the [Add] button and select the [Twitter] account from the menu. 4. On the opened page, log in using your Twitter account. As a result, bpm online will use the specified account to search information about Twitter contacts. SEE ALSO Setting up bpm online Facebook integration Searching for customer information in social networks SEARCHING FOR CUSTOMER INFORMATION IN SOCIAL NETWORKS Once the account on behalf of which you search for data is set up, you will be able to search for information about contacts. Saving the customer data obtained from social networks on the contact page Filling in the contact page with data from social networks Searching employees of an account in social networks SAVING THE CUSTOMER DATA OBTAINED FROM SOCIAL NETWORKS ON THE CONTACT PAGE You can connect an existing bpm online contact with a certain social network user. For example, to specify a Twitter account: 1. Open the [Contacts] section. 2. Select a record and click the [Open] button. 3. On the [Communication options] detail, click the [Add] button and select the [Social networks] > [Twitter] command. 4. In the [Twitter] field, click the button (Fig. 231). Fig. 231 Filling in the social network field 241

243 Integration with social networks 5. A page containing the contact search results for the selected social network will open. Select a social network account (Fig. 232). Fig. 232 Selecting a social network user 6. If several users with the same name are registered in the social network, you can identify the needed user by clicking the [View] button on the toolbar and checking his/her social network profile page. 7. If the needed social network user is not found, click the [Select] button. As a result, this contact will be associated with the selected social network user. FILLING IN THE CONTACT PAGE WITH DATA FROM SOCIAL NETWORKS You can add information from a social network profile to the contact page. This can be used, for example, to update information about a contact in the system. To do this: 1. Open the [Contacts] section. 2. Select the needed contact in the list. 3. Click the [Actions] button and select the [Fill in with data from social networks] command (Fig. 233). Fig. 233 Selecting the [Fill in with data from social networks] action bpm online sales 242

244 User guide ATTENTION! This action can be performed only if at least one social network field on the contact page is filled in. 4. On the opened page specify, which values must be used to fill in the fields of the contact page. a. In the upper part of the window, either select the value that must be displayed in the contact page, or enter values manually. For example, the [Business phone] field can be filled in using data from Twitter profile, and the [Birth date] field using data from the Facebook profile. b. In the lower part of the page, fill out the fields manually. For example, you can manually fill in fields from [Address] field group based on the information in the social network fields. As a result, the left part of the page will display the values that will be entered in the contact page. 5. Click the [OK] button to apply the changes. SEARCHING EMPLOYEES OF AN ACCOUNT IN SOCIAL NETWORKS Using the [Find contacts in social networks] action of the [Accounts] section, you can search for information about companies in social network profiles and create new contacts for the corresponding accounts in the system. To add a contact person for an account using data from social networks: 1. Open the [Accounts] section. 2. Select an account record in the list. 3. Click the [Actions] button and select the [Find contacts in social networks] command (Fig. 234). Fig. 234 Running the [Find contacts in social networks] action 4. On the opened page, select the user related to the selected account. NOTE When performing the search action, the system will look for account name in all available social networks. Use special filtering field to quickly locate user in the specified social network. 5. If necessary, browse the user profile by clicking the [View] button. 6. If the contact has been found, click the [Create contact] button. As a result, a new contact page will open. The selected company will be specified in the [Account] field, while the available social network data will be automatically entered in the 243

245 Integration with social networks respective fields. For example, such data can include date of birth, business phone, and contact name. Fill in other needed fields and save the contact page. SEE ALSO Setting up bpm online Facebook integration Setting up bpm online Twitter integration bpm online sales 244

246 User guide WEB FORM SETUP FOR AUTOMATIC LEAD REGISTRATION You can use external web forms to automate lead registration in the system. Web form for automatic lead registration is a set of fields that you can embed in your website. As a result of filling in a web form on your website, bpm online will automatically create a lead that will contain data entered in the web form. You can create web forms for various websites. STARTING WEB FORM SETUP You can set up the web form for automatic lead registration in two ways: 1. Select the [Web form setup] command (Fig. 235) in the [Settings] menu of the application home page. Fig. 235 Opening the web form setup for external resources from the [Settings] menu of the home page 2. Open the [Leads] section and in the menu of the [Actions] button select [Manage web forms of external resources] (Fig. 236). Fig. 236 Opening the web form setup for external resources from the [Actions] menu of the [Leads] section The commands become available if you have access to the Manage web forms for external resources system operation. NOTE System operations are covered in the [Operations permissions] section. 245

247 Web form setup for automatic lead registration ADDING A WEB FORM 1. Click the [Add form for external web resource] button on the page containing a list of web forms. 2. Fill out the web form registration page: a. [Name] web form name. b. [Website URL] website page that must display the web form. The web form will function provided that it is filled in on the specified page. c. [Return URL] URL where the user will be directed once they fill out the web form. 3. Save the web form registration page. When you save the registration form, the system will offer you to set up the web form view (Fig. 237). Fig. 237 Question regarding setup of the form view If you agree, the view setup page of the added web form will open. Otherwise, the web form will be added to the system. You can set up its view later. SETTING UP THE WEB FORM VIEW The web form view setup page enables you to add needed fields to the web form. You can add only text fields to the form, as well as the [City], [State/province], and [Country] fields. The values in these fields are entered as a text and then compared with values in the corresponding lookups. If the value entered in the field does not match any lookup value, then when creating a lead, this value is specified in a text field instead of the standard field of the lookup type. To set up web form fields: 1. Open the web form registration page and in the menu of the [Actions] button select the [Set up web form view] command (Fig. 238). Fig. 238 Switching to web form view setup 2. In the [Add field] menu, select a field of the [Leads] section. The selected field will be added into the web form (Fig. 239). bpm online sales 246

248 User guide Fig. 239 Adding field into the web form 3. Add all other fields in the same manner. 4. If necessary, customize the added fields (Fig. 240). Fig. 240 Customizing fields of the web form a. Use the buttons to move a field one position up or down. b. Click the button to rename the field for the web form or modify its properties. For example, it is advised to rename the [Account] field to Company. 5. Click the [Save] button to save the custom view of the web form. SETTING UP DEFAULT VALUES OF WEB FORM FIELDS When a web form is filled in and saved on a website, bpm online will automatically create a new lead. You can specify the default values for fields which are not filled in on the website. 1. On the web form registration page, in the menu of the [Actions] button, select the [Set up filling in default values] command (Fig. 241). 247

249 Web form setup for automatic lead registration Fig. 241 Running the action to set up default values 2. In the [Add field] menu select a field of the [Leads] section that must have the default value (Fig. 242). Fig. 242 Adding a default value 3. Enter the value that must be specified by default for all leads that are generated as a result of filling in the web form. For example, the [Source] field can be filled in with the Iternet/ Website value (Fig. 243). Fig. 243 Specifying a default value 4. Fill in default values for other fields in the same manner. 5. Click the [Save] button. bpm online sales 248

250 User guide EMBEDDING THE WEB FORM ON YOUR WEBSITE Based on the web form setup implemented in previous steps, bpm online will generate the HTML code of the web form. Copy and paste this code into your website page. To obtain the code, select the [Generate web form code] command in the [Actions] menu of the web form registration page (Fig. 244). Fig. 244 Generating HTML code of the web form NOTE If the web form view has not been set up earlier, the system will offer you to set it up. As a result, a TXT file that contains the HTML code will be downloaded. Insert this code into your website page that must display the web form. 249

251 Synchronization of user accounts and roles with LDAP SYNCHRONIZATION OF USER ACCOUNTS AND ROLES WITH LDAP Synchronization with an LDAP directory can be used to automate the user account administration in bpm online. For example, the users whose accounts are synchronized with LDAP, can use their domain user name and password to log in to the system. The synchronization procedure can be divided into three stages: 1. Synchronization setup. Performed once, unless LDAP directory structure changes. The setup is needed to enable the synchronization functionality in the system. 2. Connecting bpm online items (i.e. users and business units) with respective items in the LDAP directory. Performed when adding new users or business units. You can connect existing bpm online user accounts or import users from LDAP directory by automatically creating connected records in bpm online. 3. Synchronization of bpm online users and business units with the connected LDAP entries. Needed to update data in the system in order to reflect changes that occurred in the LDAP directory since the last synchronization. Performed on regular basis: automatically or when executing [Synchronize user data with LDAP] action in the [Users] section. CONTENTS LDAP synchronization setup Connecting LDAP entries to bpm online users and roles LDAP synchronization SEE ALSO The [Users] section LDAP SYNCHRONIZATION SETUP Synchronization setup is the process of setting up parameters for connecting the entries in the LDAP directory with bpm online users and roles. To successfully set up the LDAP synchronization, basic knowledge about the structure of the needed LDAP directory is required. ATTENTION! Depending on the structure of each particular LDAP directory, LDAP entry attributes in your directory may be different from the attributes specified as examples. 1. RUNNING SYNCHRONIZATION SETUP 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 245). bpm online sales 250

252 User guide Fig. 245 The [Advanced settings] command in the [Settings] menu on the home page 2. In administrator workplace open the [Users] section (Fig. 246). Fig. 246 Switching to the [Users] section 3. Click the button of the list toolbar and select the [Set up LDAP synchronization] action (Fig. 247). Fig. 247 Running LDAP synchronization setup As a result, the LDAP synchronization setup window will open. 2. LDAP SERVER CONNECTION SETUP Specify the IP address or the name and authentication type of the LDAP server, as well as the user name and password in the corresponding fields of the [Set up connection to LDAP server] detail (Fig. 248). 251

253 Synchronization of user accounts and roles with LDAP Fig. 248 The [Set up connection to LDAP server] detail (fragment of the LDAP synchronization window) NOTE The authentication type is defined by the LDAP server being used, as well as by the authentication security requirements. For example, select the Ntlm type to authenticate NT LanManager that is supported by Windows. 3. USER SYNCHRONIZATION SETUP To set up the user synchronization, specify attributes of LDAP directory entries that contain user data to import. For this, fill in the fields of the corresponding detail in the LDAP synchronization setup window (Fig. 249): Fig. 249 User synchronization detail (Fragment of the LDAP synchronization setup window) 1. In the [Contact name] field, specify the attribute that contains the first and last name of the LDAP user. The value of this attribute is used to automatically fill in the [Contact name] field in the contact page when importing users. For example, the first and last name can be contained in such attributes as name or cn (Common name). 2. Use the [Login] field to specify the attribute that contains the LDAP user name that is used to log in to the system. The user, whose account was synchronized with LDAP, will be logging in to the system using that name. For example, login can be contained in the samaccountname attribute. 3. In the [Unique identifier of user] field, specify the attribute that can be used as a unique user Id. The value of this attribute must be unique for each user. 4. In the [LDAP entry, which contains list of LDAP users] field, specify the unique name of the entry that represents the parent item for all user entries in the LDAP organizational structure. All users that are subordinate to the specified LDAP entry, directly or through other entries, will be available for synchronization. For example, if you specify root entry of the LDAP directory, all user entries in the directory will be available for synchronization. 5. You can also specify additional attributes containing the information that can be used to fill out the user registration page automatically: a. In the [Job information] field, specify attribute that contains name of the company where the user works. The value of the specified attribute will be used when filling in the [Account] field in the contact page. During the synchronization the account with bpm online sales 252

254 User guide name, completely matching the value of the specified attribute, will be selected in the field. b. In the [Phone] field, specify the attribute that contains phone number of the user. The value of the specified attribute will be used to fill in the [Business phone] field in the contact card. c. The [ ] field is used for specifying the address of the user. The value of the specified attribute will be used to fill in the [ ] field in the contact card. d. In the [Job title] field, specify the attribute that contains the user job title. The value of the specified attribute will be used when filling in the [Job title] field in the contact card. During the synchronization the job title with name, completely matching the value of the specified attribute, will be selected. If you leave the mentioned fields empty, the corresponding fields in the contact page will not be filled in automatically when importing users from an LDAP directory. 4. SETTING UP THE SYNCHRONIZATION BETWEEN THE LDAP USER GROUPS AND BPM ONLINE ROLES Group synchronization settings are used to enable linking groups in the LDAP directory and the bpm online business units. Fill in the required fields of corresponding fdetail in the LDAP synchronization setup window (Fig. 250): Fig. 250 Group synchronization detail (Fragment of the LDAP synchronization setup window) 1. In the [Group name] field, specify the attribute containing name of user group in LDAP. For example, you can specify attribute cn ( common name ). 2. In the [Unique identifier of group] field, specify the attribute that must be used as a unique group Id. The value of this attribute must be unique for each group. For example, you can use the objectsid attribute as a unique group Id. 3. In the [LDAP entry, which contains list of LDAP groups] field, specify the unique name of the LDAP entry that contains all user groups that are synchronized. All user groups that are subordinate to the specified LDAP entry, directly or through other entries, will be available for synchronization. For example, if you specify the root entry of the LDAP directory, all user group entries in the directory will be available for synchronization. 5. ADDITIONAL SYNCHRONIZATION PARAMETERS Specify additional synchronization parameters to determine the criteria, according to which LDAP entries will be included in the list of entries available for synchronization (Fig. 251). 253

255 Synchronization of user accounts and roles with LDAP Fig. 251 Detail for setting up additional synchronization parameters (Fragment of the LDAP synchronization setup window) 1. In the [Condition to form list of LDAP users] field, enter the LDAP search filter to select only those entries that can be synchronized with bpm online users. The search filter must select active entries only. For example, the following search filter can be used: (&(objectclass=user)(objectclass=person)(!objectclass=computer)(!useraccountcontrol: :=2)). 2. In the [Condition to form list of LDAP groups] field, enter the LDAP search filter to select only those LDAP entries that can be synchronized with bpm online business units (user roles). The search filter must select active entries only. For example, the following search filter can be used: (&(objectclass=group)(!useraccountcontrol: :=2)). 3. In the [Condition to form list of LDAP users in group] field, enter the LDAP search filter to create a list of users who are included in an LDAP group. One or more attributes will determine whether a user is a member of a group. For example, most directories use such attribute as memberof. You can specify the conditions for forming a list of users as a search filter. Use the following variables to specify filter parameters: a. [#LDAPGroupDN#] unique name (distinguished name) of the group being searched; b. [#LDAPGroupName#] name of the group. This variable will contain the value specified in the [Group name] field in the synchronization setup window. c. [#LDAPGroupIdentity#] unique id of the searched folder. The variable will contain the value of the attribute specified in the [Unique identifier of group] field of the LDAP synchronization setup window. For example, the memberof attribute determines if the user is a member of a group. The value of this attribute is a unique group name (Distinguished name). To set up synchronization with such directory, in the [Condition to form list of LDAP users in group] field, specify the following filter: (memberof=[#ldapgroupdn#]). 4. In the [Attribute Containing Modification Date of LDAP Item] field, specify the attribute that contains date and time of the last LDAP entry modification. For example, this can be the WhenChanged attribute. When synchronizing with LDAP, this date is used to determine which users are new and have appeared in the LDAP groups after the last synchronization session. 5. In the [Interval for automatic LDAP synchronization, hours] field, specify the period of time after which the automatic synchronization sessions will start. SEE ALSO System settings description bpm online sales 254

256 User guide CONNECTING LDAP ENTRIES TO BPM ONLINE USERS AND ROLES Before synchronizing bpm online users, a number of operations must be performed: connect bpm online business units to the LDAP user groups; connect bpm online users to the LDAP users; if necessary, import LDAP users to bpm online. To connect a business unit to the LDAP group, specify the needed LDAP entry in the business unit card. To synchronize one of the existing bpm online users with LDAP, connect that user to the corresponding LDAP user. Use one of the following options: specify the needed LDAP user in the bpm online user registration card; specify the contact of the needed LDAP user in the LDAP users list. To synchronize large numbers of users who have not yet been registered in bpm online, import these users from the LDAP directory. CONNECTING BUSINESS UNITS 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 252). Fig. 252 The [Advanced settings] command in the [Settings] menu on the home page 2. In the administrator workplace, open the [Users] section (Fig. 253). Fig. 253 Switching to the [Users] section 3. Open the card of the needed business unit by clicking the [Edit] command of the business unit context menu (Fig. 254). 255

257 Synchronization of user accounts and roles with LDAP Fig. 254 Editing a business unit 4. In the opened business unit card (Fig. 255), fill in the needed fields: a. Select the [Connect with LDAP group] checkbox. b. Select the LDAP group that must be synchronized with the currently selected business unit. Fig. 255 Connecting a business unit to an LDAP user group 5. Save the card. As a result, the selected LDAP group will be connected to the bpm online business unit. The [Open list of LDAP users] command will also become available in the right-click menu of that business unit. CONNECTING A BPM ONLINE USER TO AN LDAP USER: 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 256). bpm online sales 256

258 User guide Fig. 256 The [Advanced settings] command in the [Settings] menu on the home page 2. In the administrator workplace, open the [Users] section (Fig. 257). Fig. 257 Switching to the [Users] section 3. Open the account card of the needed bpm online user to connect them to the LDAP user. 4. In the user registration card (Fig. 258): a. Select the [LDAP authentication] option. b. In the [LDAP user] field, select the needed LDAP user from the lookup. Fig. 258 Connecting a bpm online user to an LDAP user 5. Save the card. 257

259 Synchronization of user accounts and roles with LDAP As a result, the selected bpm online user will be synchronized with the LDAP user and will be able to log in to the system, using the login and password stored in the LDAP directory (i.e. domain login and password). CONNECTING AN LDAP USER TO A BPM ONLINE USER 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 259). Fig. 259 The [Advanced settings] command in the [Settings] menu on the home page 2. In the administrator workplace, open the [Users] section (Fig. 260). Fig. 260 Switching to the [Users] section 3. Select the item on the organizational chart, connected to the LDAP user group and select the [Open list of LDAP users] command from the right-click menu. Fig. 261 Viewing the list of LDAP users bpm online sales 258

260 User guide 4. In the opened [LDAP Users] window, select the LDAP user that must be connected to a bpm online contact. 5. In the [Operations] menu, select the [Associate with registered contact] command (Fig. 262). Fig. 262 Connecting an LDAP user to the registered bpm online contact 6. In the opened lookup, select the needed bpm online contact to connect them to the LDAP user. As a result: a. If a bpm online user has been created, then in the card of connected user, the [LDAP authentication] option will be selected, and [LDAP user] and [User name] fields will be filled in. The [Active] checkbox will also be selected. b. If a bpm online user has not yet been assigned to the selected contact, such user will be created and connected to the specified LDAP user. In the card of the created user, the [LDAP user] and [User name] fields will be filled in, also, [Active] checkbox will be selected. IMPORTING NEW USERS FROM LDAP You can import the selected users from LDAP directory to bpm online using the [LDAP users] window. NOTE Before importing users, connect all necessary business units in bpm online to the corresponding groups in the LDAP directory. 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 263). 259

261 Synchronization of user accounts and roles with LDAP Fig. 263 The [Advanced settings] command in the [Settings] menu on the home page 2. In the administrator workplace, open the [Users] section (Fig. 264). Fig. 264 Switching to the [Users] section 3. Select the item on the organizational chart, connected to the LDAP user group and select the [Open list of LDAP users] command from the right-click menu. 4. In the opened [LDAP Users] window, select the users that must be imported (Fig. 265). Fig. 265 Selecting users for import NOTE To select a number of records at once, hold down the [Ctrl/Apple] or the [Shift] keyboard key. 5. In the [Operations] menu, select the [Create new contact automatically] (Fig. 266). bpm online sales 260

262 User guide Fig. 266 Creating contacts automatically for selected LDAP users As a result, the contacts will be created for the selected LDAP users and bpm online users will be connected to them. New user accounts will be automatically added to the selected business unit. At the same time, the fields in the contact page will be filled in with values of different attributes, specified during the synchronization setup. NOTE When the LDAP user is connected with a bpm online user account, the corresponding user will be automatically licensed. LDAP SYNCHRONIZATION During the synchronization session, all changes made to users and groups in the LDAP directory are applied to the corresponding connected bpm online users and business units. NOTE The detailed description of synchronization results you can find on the description of the [Users] section. AUTOMATIC SYNCHRONIZATION Synchronization of users with LDAP is done automatically, at intervals, specified in the [Interval for LDAP synchronization] field of the LDAP synchronization setup window. MANUAL SYNCHRONIZATION: 1. Open the administrator workplace by clicking the [Advanced settings] command in the [Settings] menu on the application home page (Fig. 267). 261

263 Synchronization of user accounts and roles with LDAP Fig. 267 The [Advanced settings] command in the [Settings] menu on the home page 2. In administrator workplace open the [Users] section (Fig. 268). Fig. 268 Switching to the [Users] section 3. Click the button of the list toolbar and select the [Synchronize user data with LDAP] action (Fig. 269). Fig. 269 Running LDAP synchronization As a result, the synchronization procedure will begin. During this, all changes made to the LDAP entries will be applied to the corresponding bpm online items. After the synchronization is complete, the corresponding message will be displayed. SEE ALSO The [System settings] section bpm online sales 262

264 User guide ADMINISTRATION TOOLS CONTENTS The [Users] section The [Objects permissions] section The [Operations permissions] section The [Lookups] section The [System settings] section The [Change log] section The system operations audit log 263

265 The [Users] section THE [USERS] SECTION The [Users] section (Fig. 270) can be used to create user accounts, distribute user licenses, manage the organization structure of the company and specify the role of each user in this structure. Fig. 270 The [Users] section Use the organization chart area to display the tree-like organization chart of your company and various groups of users. The [Users] tab contains the list of users that are included in the selected business unit of the organization chart. The [Business units] tab displays the item that is currently selected in the organization chart, as well as the list of subordinate business units. The information displayed on the details in the [Users] section depends on the active tab: if the [Users] tab is active, the details will display the list of access rights granted to the selected user; if the [Business units] tab is active, the details will display access rights granted to the selected business unit. The section actions are designed to set up synchronization parameters and run LDAP synchronization for users and roles in bpm online. Besides, any modifications made to the organizational structure and corresponding changes in access rights will be applied only after running the [Update organizational structure] action. CONTENTS The organization chart area in the [Users] section The business unit card The [LDAP users] window The [Users] tab in the [Users] section The user registration card bpm online sales 264

266 User guide The [Roles] detail in the [Users] section The [Range of allowed IP] detail The [Default permissions] detail in the [Users] section The [Objects permissions] detail in the [Users] section The [Columns permissions] detail in the [Users] section The [Operations permissions] detail in the [Users] section The [Delegated permissions] detail in the [Users] section The [Sessions] detail in the [Users] section The [Synchronize user data with LDAP] action in the [Users] section THE ORGANIZATION CHART AREA IN THE [USERS] SECTION The company tree-like organization chart in the [Users] section (Fig. 271) represents a hierarchy of user roles. Fig. 271 The organization chart area in the [Users] section Each role represents a certain business unit in the organization structure. There are the following types of roles: Organizations represent separate companies (accounts) in the structure. For example, these can be the subsidiary companies. In the card of such business unit, the company that this business unit represents in the structure must be specified. Organizations can be subordinate only to other organizations. Divisions can be subordinate to organizations or other divisions. For example, these can be various departments or other organizational units. Teams can be subordinate to divisions or organizations but not to other teams. Teams are added to the organization structure when it is necessary to distinguish permissions for different groups of employees within a division. Manager roles can be added to organizations, divisions or teams. A manager role is created automatically when a new organization or division is added. An organization, division or team cannot have more than one manager role. More than one user can be given this role within one business unit. Access rights can be granted both to a user and a business unit. Any subordinate business unit, in addition to its own access rights, will also inherit all access rights from the parent business unit or role in the structure. 265

267 The [Users] section A role can include one or multiple users. Users that were added to a role will receive all the access rights assigned to this role. Any Manager role, in addition to its own access rights, automatically receives all access rights provided to its organization, division and team, as well as access rights of all their subordinate business units. To add a new item to the organization chart, use the right-click menu of the [Organization chart] area or the [Add] button on the list toolbar of the [Business units] tab. THE [OPEN LIST OF LDAP USERS] COMMAND IN THE RIGHT-CLICK MENU The command opens the [LDAP users] window. The window displays the list of users in the LDAP group that is synchronized with the selected business unit. This command is active only if you select the business unit that is synchronized with an LDAP group. THE [BUSINESS UNITS] TAB IN THE [USERS] SECTION The [Business units] tab (Fig. 272) displays the item selected in the organization chart area, as well as the list of its subordinate items. Fig. 272 The [Business units] tab in the [Users] section Use the [Add] menu to add a subordinate item to the organization chart. Some items in the [Add] menu may be unavailable, depending on the item selected in the list. SEE ALSO The business unit card The [LDAP users] window THE BUSINESS UNIT CARD To add a new business unit to the organization chart, use a business unit card (Fig. 273). bpm online sales 266

268 User guide Fig. 273 The business unit card In the [Name] field, enter the name for the business unit. In the [Account] field, specify the account that this business unit represents in the system. This required field is available only in the organization card. Select the [Connect with LDAP group] checkbox to synchronize the bpm online business unit with an LDAP directory entry (for example, with a group of Active Directory users). In the [LDAP group] field, select LDAP group that must be synchronized with the currently selected business unit of bpm online. The name of this field is not displayed in the card. THE [LDAP USERS] WINDOW The [LDAP users] window contains the list of users in the LDAP group that is synchronized with the selected bpm online business unit. Fig. 274 The [LDAP users] window LIST COLUMNS The [LDAP user] column displays the names of LDAP users who are members of the LDAP group that is synchronized with the selected business unit in bpm online. The [Is synchronized with bpm online] column indicates if the LDAP users are connected to the bpm online user accounts. TOOLBAR The menu of the [Operations] button includes the following commands: 267

269 The [Users] section [Create new contact automatically] automatically create a contact and a connected user account for the selected LDAP entry. Both user and contact cards will be automatically filled out with data of the selected LDAP user. The new bpm online user will be synchronized with the selected LDAP user. This menu item will be active if the currently selected LDAP user is not connected with a bpm online user account. [Associate with registered contact] open the lookup of bpm online user contacts that are not yet synchronized with LDAP. If you select a contact that is connected with a bpm online user account, the corresponding user will be synchronized with LDAP. This means that the [LDAP Authentication] option and the [Active] checkbox will be selected, as well as the [LDAP user] and [Login] fields will be filled in automatically in the card of the corresponding user. If a bpm online user has not yet been created for this contact, then, when you select a contact, the corresponding bpm online user will be created automatically. This menu item will be active if the currently selected LDAP user is not connected with a bpm online user account. [Open user card] open the card of the bpm online user, synchronized with the LDAP user. This menu item will be active if the currently selected LDAP user is not synchronized with a bpm online user account. THE [USERS] TAB IN THE [USERS] SECTION The [Users] tab (Fig. 275) contains the list of user accounts that belong to the selected business unit. Fig. 275 The [Users] tab in the [Users] section A user account has not only access rights assigned to it directly, but also automatically inherits all access rights of its parent business unit. SEE ALSO The user registration card THE USER REGISTRATION CARD To register a user account in the system, a user registration card is used (Fig. 276). bpm online sales 268

270 User guide Fig. 276 The user registration card The [Employee] field contains the name of the contact that this user will represent in the system. This is a required field. It is editable only when a new record is created. [Home page] from the lookup, select a section that will open by default for the user when logging in to the system. [Password expiration date] date and time up to which the user password will be valid. NOTE The password expiration date is set when the user changes the password. The date is calculated based on the Password validity term, days system setting by adding the specified number of days to the date when the password was last changed. Select the [Bpm online authentication] option if the current user should not be synchronized with LDAP. The [Login] and [Password] fields will become editable. Use the [Name] field to enter a user name to log in. This field will become required if the [Bpm online authentication] option is selected. In the [Password] field, specify the password for the user. The password entry is encrypted. This field will become required if the [Bpm online authentication] option is selected. Select the [LDAP authentication] option to synchronize the current user with an LDAP user. When this option is selected, the [LDAP user] field becomes editable. In the [LDAP user] field, select the needed LDAP user. The lookup in this field contains the list of LDAP users that have not yet been synchronized with bpm online. Select the [Active] checkbox to activate the user account. If the [Active] checkbox is cleared, then this user account cannot be used to log in to the system. The [Active] checkbox will be selected automatically if the [LDAP authentication] option is selected. 269

271 The [Users] section [Reset password] select the checkbox to force resetting the user's password. If the checkbox is selected, when logging in to the system for the next time, the user will be notified that the password is expired and must be changed. Once the password is changed, the checkbox will be automatically cleared. Licenses The checkboxes in this field group correspond to various licensed bpm online products. The captions of the checkboxes are names of licensed products. THE [ROLES] DETAIL IN THE [USERS] SECTION The [Roles] detail (Fig. 277) displays business units to which the selected user account belongs. Fig. 277 The [Roles] detail in the [Users] section The user has all access rights of the business units that are displayed on this detail. The [Roles] detail works in the same manner as the standard [Folders] detail. The [Add] button adds a business unit to the detail. Click this button to open the lookup containing a tree-like list of business units in the organization structure. Click the [Delete] button to remove connection between the selected record in the list and the business unit selected on the detail. THE [RANGE OF ALLOWED IP] DETAIL The [Range of allowed IP] detail is used to restrict access for users by the IP address (Fig. 278). Fig. 278 The [Range of allowed IP] detail bpm online sales 270

272 User guide [Start IP address], [End IP address] specify the range of addresses from which the given user will be allowed to log in to the system. Addresses are entered in the following format: ххх.ххх.ххх.ххх. Minimum value: , maximum value: THE [DEFAULT PERMISSIONS] DETAIL IN THE [USERS] SECTION The [Default permissions] (Fig. 279) detail displays the list of system objects, as well as access rights to new records, which are granted by default for the current user or role. Fig. 279 The [Default permissions] detail in the [Users] section The data is added to the detail automatically and cannot be edited. Column setup and record sorting by individual columns are disabled on this detail. ATTENTION! To set up default access rights to new records in objects, use the [Default permissions] detail in the [Objects permissions] section. DETAIL VIEWS [Read] permission to view records in sections, granted for the selected user or role by default. [Edit] permission to modifying records in sections, granted for the selected user or role by default. [Delete] permission to delete records in sections, granted for the selected user or role by default. DETAIL COLUMNS The [Object] column contains the name of system object, to records of which the default access rights are assigned. The [Created by] column can contain a user or a role. If the column contains a user name, then the default access rights are specified to records created by this user. If the column contains a role (business unit name), the permissions refer to the records, created by any of the users that belong to the displayed business unit. The [User/role] column contains the name of a user account or role that receives access rights to a record. [Permission] depending on the view, this column shows the level of access to perform the read, edit, and delete operations that the user or role has. SEE ALSO The [Default permissions] detail of the [Objects permissions] section 271

273 The [Users] section THE [OBJECTS PERMISSIONS] DETAIL IN THE [USERS] SECTION The [Objects permissions] detail (Fig. 280) contains a list of permissions of the selected user or role to perform the read, edit, and delete operations in the objects of the system. Fig. 280 The [Objects permissions] detail in the [Users] section The data is added to the detail automatically and cannot be edited. Column setup and record sorting by individual columns are disabled on this detail. ATTENTION! Operation permissions in objects are configured on the [Access to object] detail in the [Objects permissions] section. DETAIL VIEWS The [Granted] view displays the list of object permissions assigned specifically to the selected user or business unit. The [All] view shows all object permissions that the selected user or business unit has, both assigned and inherited. DETAIL COLUMNS The [Object] column displays the name of the system object for which the permissions apply. The [User/role] column displays the user or role that receives access rights to operations in the object. In the [Read] column, the level of permission to read records in an object is indicated. In the [Add] column, the level of permission to add records in an object is indicated. In the [Edit] column, the level of permission to edit records in an object is indicated. In the [Delete] column, the level of permission to delete records in an object is indicated. SEE ALSO The [Object permissions] detail of the [Objects permissions] section THE [COLUMNS PERMISSIONS] DETAIL IN THE [USERS] SECTION The [Columns permissions] detail (Fig. 281) contains the list of access rights that the selected user or a role has to separate columns in the system objects. bpm online sales 272

274 User guide Fig. 281 The [Columns permissions] detail in the [Users] section This detail has a tree-like list. The list has two nesting levels. The upper level records display objects. The subordinate records of each object record represent the fields for which the access levels are set. For each field, the access level is specified: Read the user can view data in the selected column; Edit the user can view and modify data in the selected column; Access denied the user cannot view or modify data in the selected column. For example, the branch [Knowledge base article] [Type] means that the selected user or role has a permission to edit the contents of the [Type] column in the Knowledge base article object. The data is added to the detail automatically and cannot be edited. Column setup and record sorting by individual columns are disabled on this detail. ATTENTION! To set up column permissions, use the [Columns permissions] detail in the [Objects permissions] section. DETAIL VIEWS The [Granted] view displays the list of column permissions assigned specifically to the selected user or business unit. The [All] view shows all the column permissions that the selected user or business unit has, both assigned and inherited. SEE ALSO The [Columns permissions] detail of the [Object permissions] section. THE [OPERATIONS PERMISSIONS] DETAIL IN THE [USERS] SECTION The [Operations permissions] detail (Fig. 282) displays the level of access that the selected user or role has to certain system operations (for example, permission to enable the setup mode in bpm online). 273

275 The [Users] section Fig. 282 The [Operations permissions] detail in the [Users] section The data is added to the detail automatically and cannot be edited. Column setup and record sorting by individual columns are disabled on this detail. ATTENTION! To set up system operation permissions, use the [Operations permissions] section. DETAIL VIEWS The [Granted] view displays the list of permissions to system operations assigned specifically to the selected user or business unit. The [All] view shows all the permissions to system operations that the selected user or role has, both assigned and inherited. DETAIL COLUMNS The [Operation] column shows the name of system operation to which the access is granted. If the [Permission] checkbox is selected, then the user or role, specified in the [User/Role] column, can perform this operation. SEE ALSO The [Access rights] detail THE [DELEGATED PERMISSIONS] DETAIL IN THE [USERS] SECTION The [Delegated permissions] detail (Fig. 283) contains the list of users and roles that delegate their permissions to the selected user or role. Fig. 283 The [Delegated permissions] detail in the [Users] section bpm online sales 274

276 User guide Access rights delegation can be used when it is needed to temporarily grant a user or a role the access rights that some other user or role has. For example, before going on vacation, the department manager can delegate his/her access rights to one of the employees. To do this, select the required employee in the list of users and add the user account or role of the department manager to the [Delegated permissions] detail. DETAIL TOOLBAR The [Add] button adds a user or role to the detail. When you click this button, a lookup opens containing the tree-like list of business units and the list of system users. Click the [Delete] button to cancel the delegated permissions for a user or role selected on the detail. THE [SESSIONS] DETAIL IN THE [USERS] SECTION The [Sessions] detail (Fig. 284) displays the list of user sessions and can be used to obtain the statistical data on how long the users are working in bpm online. Fig. 284 The [Sessions] detail in the [Users] section NOTE In bpm online, a session is a period of time between the log in and log out operations. Information on the detail cannot be edited and is based on the data about the exact time the user started and ended his/her session. DETAIL COLUMNS The [Session start] column shows the date and time when the user logged in to the system. The [Session end] column displays the date and time when the session ended. A user can log out from the system by clicking the [Exit] button or by closing the browser window. When you click the [Exit] button, the current user session will end, and you will be redirected to the login page. When you close the browser window or when the Internet connection is lost, your session will end automatically (by default, the session timeout is 20 minutes). THE [SYNCHRONIZE USER DATA WITH LDAP] ACTION IN THE [USERS] SECTION This action will update bpm online user account data with data from the corresponding LDAP user entries. 275

277 The [Users] section Besides that: If an LDAP user has been deleted, the [Active] checkbox in the card of the corresponding bpm online user will be cleared. If an LDAP user is no longer among the active users, the [Active] checkbox in the card of the corresponding bpm online user will be cleared. If a previously inactive LDAP user has been activated, then the [Active] checkbox will be selected in the card of the synchronized bpm online user. If an LDAP user or group of users has been renamed, then the synchronized bpm online users and roles will be renamed as well. If an LDAP user has been excluded from an LDAP group that was synchronized with a bpm online business unit, then the corresponding bpm online user will be excluded from the corresponding bpm online business unit. If a synchronized LDAP user has been added to a synchronized LDAP group, then the corresponding bpm online user will be added to the corresponding bpm online business unit. If new unsynchronized LDAP users have been added to a synchronized LDAP group, the [LDAP users] window will open, containing the list of new users and synchronized LDAP groups in which they are included. SEE ALSO The [LDAP users] window The user registration card THE [SETUP LDAP SYNCHRONIZATION] ACTION IN THE [USERS] SECTION When you click this action, the LDAP synchronization setup window opens (Fig. 285). Fig. 285 The LDAP synchronization setup window bpm online sales 276

278 User guide The fields in this window are used for viewing and editing the system settings for LDAP synchronization. The LDAP synchronization setup procedure is covered in the LDAP synchronization setup chapter. SEE ALSO System settings description THE [UPDATE ORGANIZATIONAL STRUCTURE] ACTION Running this action applies access rights that have been changed as a result of modifications in the organizational structure. Editing the organizational structure implies changes in access rights for users that have certain roles within this structure. For example, a team has been moved from one department to another, or access rights for the [All employees] item of the organizational structure have been changed. The changes in access rights will be applied only once the [Update organizational structure] action is run. 277

279 The [Objects permissions] section THE [OBJECTS PERMISSIONS] SECTION The [Objects permissions] section (Fig. 286) is designed to manage access to the system sections and lookups, including the access to objects, their columns and records. Fig. 286 The [Objects permissions] section Records in the [Objects permissions] section can be edited directly in the list without using a card. LIST VIEWS [Sections] the list of objects for which the checkbox is selected in the [Section] column. [Lookups] the list of objects for which the checkbox is selected in the [Lookup] column. These objects contain the data structure of the lookups. [Managed by records] the list of objects for which the checkbox is selected in the [Managed by records] column. You can manage access rights to separate records of these objects. [Managed by columns] the list of objects for which the checkbox is selected in the [Managed by columns] column. You can manage access rights to separate columns in these objects. [Managed by operations] the list of objects for which the checkbox is selected in the [Managed by operations] column. You can manage access rights to perform the view, add, edit and delete operations in these objects. LIST COLUMNS [Lookup] the checkbox in this column indicates that the object is used to create lookups. Examples of lookup objects could be City, Currency, Job responsibility, etc. [Section] the checkbox in this column is selected for objects that contain data structure of sections. For example, the Contact, Account and Activity objects are sections. bpm online sales 278

280 User guide [Managed by records] select the checkbox in this column to enable setting up access rights to separate records in the object. If the checkbox is cleared, then the access to separate records in that object will not be limited. ATTENTION! If the checkbox has been selected for the object that already contains records, then these records will become unavailable for all users. Only users who have permission to perform the [Select any data] system operation will be able to read that data. You can set denying access rights to records only if the [Use denying access rights to records] checkbox is selected in the properties of the object. Otherwise, there will be no possibility to do it. NOTE If the [Managed by records] checkbox is selected for certain objects, the access to a new record is granted to its author and the user specified in the [Owner] column for the new record. [Managed by columns] select the checkbox in this column to configure access rights to separate columns in the object. If the [Managed by columns] checkbox is cleared, then the access to separate columns in the object will not be limited. NOTE You can configure access rights to columns with the help of the [Columns permissions] detail. [Managed by operations] select the checkbox in this column to limit the general permissions to read, add, edit and delete records of the object. NOTE You can configure operations permissions with the help of the [Access to object] detail. CONTENTS The [Default permissions] detail of the [Objects permissions] section The [Object permissions] detail of the [Objects permissions] section The [Columns permissions] detail of the [Object permissions] section. THE [DEFAULT PERMISSIONS] DETAIL OF THE [OBJECTS PERMISSIONS] SECTION The [Default permissions] detail (Fig. 287) is used for setting up access rights to perform the read, edit and delete operations that will be assigned for new records in objects by default. Fig. 287 The [Default permissions] detail in the [Users] section For example, you can set up access rights so that all records created by accountants can be modified and deleted by accountants only, by default. 279

281 The [Objects permissions] section The records on the [Default permissions] detail can be edited directly in the list without using a card. DETAIL VIEWS [Read] default permissions to read the object records. [Edit] default permissions to modify the object records. [Delete] default permissions to delete the object records. DETAIL COLUMNS The [Created by] column shows a user or a role that is the author of a record, access rights to which are being specified. If the column contains a user name, then the default access rights are specified to records created by this user. If a role is specified, then the default permissions refer to all records created by any user included in that role. For example, a permission may refer to all records created by the R&D department staff. The lookup of this column contains a list of users, as well as a tree-like company structure. When a new record is added to the detail, the current user is specified by default. The [User/role] column displays a user or a role that receives permissions to perform the operations in the object. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Depending on the selected view, the icon in the [Permission] column indicates the level of access to view, modify and delete the selected record. indicates that the user or role does not have permission to perform the selected operation. indicates that the user or role has permission to perform the selected operation. indicates that the user or role has permission to not only perform an operation, but also to assign permissions to perform this operation for other users or roles in the system. NOTE To be able to use the default access rights to an object, select the [Managed by records] checkbox for this object in the list of the [Objects permissions] section. SEE ALSO The [Default permissions] detail in the [Users] section THE [OBJECT PERMISSIONS] DETAIL OF THE [OBJECTS PERMISSIONS] SECTION The [Access to object] detail (Fig. 288) is used to distribute the general access rights to objects. bpm online sales 280

282 User guide Fig. 288 The [Access to object] detail For example, all employees can be given permission to view knowledge base articles in a corresponding section, but only the Service Desk staff can add, edit and delete the articles. Records on the [Access to object] detail can be edited directly in the list without using a card. DETAIL COLUMNS Use the [User/role] column to specify a user or a role that the permission is granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Select the checkbox in the [Read] column to allow viewing the records of the object. For example, a user that does not have permission to read a certain section object will not be able to access the corresponding section. Additionally, the user will not be able to view data from that section that is displayed on details and lookups in other sections. Select the checkbox in the [Add] column to allow the user or role to create new records in the object. Select the checkbox in the [Edit] column to allow modifying the existing records in the object. Select the checkbox in the [Delete] column to allow deleting records in the object. NOTE To be able to assign permissions for read, add, edit and delete operations in an object, select the checkbox in the [Managed by operations] column for this object in the list of the [Object permissions] section. SEE ALSO The [Objects permissions] detail in the [Users] section The [Access to object for external services] detail of the [Object permissions] section THE [COLUMNS PERMISSIONS] DETAIL OF THE [OBJECT PERMISSIONS] SECTION. Using the [Columns permissions] detail (Fig. 289), you can set up the user access rights to separate columns in objects. 281

283 The [Objects permissions] section Fig. 289 The [Columns permissions] detail This detail consists of two areas. The columns list area (1) displays the columns of the selected object. The permissions area (2) contains the list of access rights assigned for the selected column. The records on the [Columns permissions] detail can be edited directly in the list without using a card. If columns permissions have not been set up, then all users who have access to the corresponding object, will also have full access to all its columns. In this case the columns list on the [Columns permissions] detail will not contain columns. When the [Managed by columns] checkbox is selected, then the [All columns] view will contain the list of all columns in the selected object. Additionally, for each column the edit right (maximum access level) will be granted to all users. To modify permissions for a certain user or role, click the [Add] button and select the necessary user or role. Click the icon in the corresponding row of the permissions area to change access level to a certain column for certain user or role. If you delete all records from the permissions area for a certain column, then this column will be removed from the columns list area, and the access to this column will be restricted. DETAIL VIEWS The [Administered columns] view shows those columns of the current object for which the additional access rights are specified. The [All columns] view displays all columns of the selected object including those columns, the access rights for which have been assigned by default. DETAIL COLUMNS The [User/role] column specifies a user or a role that permissions are granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Click the icon in the [Permission] column to switch between access levels. Depending on the selected access level, the column will display a corresponding icon: Read the user can view data in the selected column; Edit the user can view and modify data in the selected column; Access denied the user cannot view or modify data in the selected column. bpm online sales 282

284 User guide Users with the Edit permission have complete access to the column. Users with the Read permission can only view data in the column, but cannot modify it. Those users that were assigned the Access denied level of access will not be able to view data in the column. In this case, instead of actual data, the <Access denied> message will be shown both in the list column and in the corresponding field. SEE ALSO The [Columns permissions] detail in the [Users] section THE [ACCESS TO OBJECT FOR EXTERNAL SERVICES] DETAIL OF THE [OBJECT PERMISSIONS] SECTION Use the [Access to object for external services] detail to restrict access to bpm online for external services if the applications is integrated with them using the OData protocol. Fig. 290 The [Access to object for external services] detail For example, all employees can view, edit and delete records in a certain section. However, if the same users access the application via an external service, they should not be able to edit and delete records. In this case, the relevant restrictions are to be indicated on the [Access to object for external services] detail. The structure of the [Access to object for external services] detail is identical to that of the [Access to object] detail. Access rights are set in such a way that when accessing via the OData protocol, restrictions from both details are applied for different users and roles. SEE ALSO The [Object permissions] detail of the [Objects permissions] section 283

285 The [Operations permissions] section THE [OPERATIONS PERMISSIONS] SECTION The [Operations permissions] section (Fig. 291) is used to configure access rights to basic system-wide operations, such as modifying access rights to records, columns and operations in objects, access to printables, etc. Fig. 291 The [Operations permissions] section The section contains the list of system operations, as well as the [Access rights] detail, using which you can configure access to each of the operations. CONTENTS Operation registration card The [Access rights] detail System operations description OPERATION REGISTRATION CARD Operation permission can be granted after the operation has been registered in the [Operations permissions] section. To identify the operation throughout the system, a unique code is used. To register a new operation in the system, use a corresponding card (Fig. 292). bpm online sales 284

286 User guide Fig. 292 The operation registration card In the [Name] field, enter the title for the system operation. This is a required field. Use the [Code] field to enter the unique code to identify the operation. This is a required field. In the [Notes] field you can specify any additional information about the system operation, for example, its purpose. THE [ACCESS RIGHTS] DETAIL The [Access rights] detail (Fig. 293) in the [Operations permissions] section is used for managing access rights to the currently selected operation. Fig. 293 The [Access rights] detail You can edit records in the [Access rights] detail directly in the list, without having to open a card. DETAIL COLUMNS The [User/role] column specifies a user or a role that permissions are granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. [Permission] select the checkbox to grant the user or role permission to the currently selected system operation. SYSTEM OPERATIONS DESCRIPTION System operations to which you can manage access are described below. 285

287 The [Operations permissions] section USER AND ROLE ADMINISTRATION The [Manage user list] operation gives permissions to add, modify and delete the user accounts in the [Users] section. The [Manage user licenses] operation provides access to the license manager. The users that have permission to manage licenses can enter the system and redistribute the licenses even if the system has been locked due to the number of distributed licenses exceeding the number of available ones. The [Change delegated permissions] operation allows delegating access rights from one user or role to another with the help of the [Delegated permissions] detail. The users that do not have access to this operation cannot add users or roles to the [Delegated permissions] detail. GENERAL ACCESS General access operations refer to all records in all objects. Usually, general access is provided to system administrator users. The [View any data] operation enables users to view all records in all objects. The [Add any data] operation enables users to add records to any object. The [Edit any data] operation enables users to modify any record in any object of the system. The [Delete any data] operation enables users to delete any record in any object. Access provided by these operations cannot be limited by any other specific restrictions of access to records, operations or columns in objects. If such restrictions exist, they will be ignored as long as permissions to the above mentioned operations remain valid. For example, if a user has access to the [View any data] operation, then this user will be able to view records of all objects, even those in which the read operation is restricted. OBJECTS PERMISSIONS Users who have access to the objects permissions, can specify the modes of object management (by records, columns or operations). Modes of object administration can be specified in the [Objects permissions] section and in the object designer with the help of the [Access rights] property group. The [Enable/disable permissions to records in object] operation gives users permission to select the checkbox in the [Managed by records] column of the [Objects permissions] section. This operation also provides users with permission to select the [Records] checkbox in the object properties of the object designer. The [Enable/disable permissions to columns in object] operation gives users permission to select the checkbox in the [Managed by columns] column in the [Objects permissions] section. This operation also provides permission to select the [Columns] checkbox in the object properties of the object designer. The [Enable/disable permissions to operations in object] operation gives users permission to select the checkbox in the [Managed by operations] column of the [Objects permissions] section. This operation also provides permission to select the [Operations] checkbox in the object properties of the object designer. OPERATIONS PERMISSIONS The following system operations are used for granting users rights to distribute permissions to read, add, edit, and delete records in objects. bpm online sales 286

288 User guide The [Change operation permissions in object] operation provides general ability to change permissions to view, add, edit and delete records in objects. The [Change permissions to add records in object] operation enables users to select the checkbox in the [Add] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to edit records in object] operation enables users to select the checkbox in the [Edit] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to delete records in object] operation enables users to select the checkbox in the [Delete] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to read records in object] operation enables users to select the checkbox in the [Read] column of the [Access to object] detail in the [Objects permissions] section. NOTE To be able to manage permissions to add, edit, delete and view records in objects, users must be granted access to the [Change operations permissions in object] operation. For example, to distribute access rights to delete records in objects, the user must have access both to the [Change operations permissions in object] and [Change permissions for deleting records in object] operations. COLUMNS, SYSTEM OPERATIONS AND DEFAULT PERMISSIONS The [Change access rights to column] operation allows users to include the object column to the list of administered columns. When access rights to the column are changed, this column is automatically added to the list of administered columns. The [Change column permissions in object] operation enables users to change access to separate columns in objects that are managed by columns with the help of the [Columns permissions] detail in the [Objects permissions] section. The [Change default permissions] operation gives users permission to configure default permissions for new records in objects that are managed by records with the help of the [Default permissions] detail in the [Objects permissions] section. The [Change system operations permissions] operation, enables users to grant access to system operations. The scope of rights granted by this operation includes the right to register additional system operations. ACCESS TO SPECIAL SECTIONS The [Access to Access rights workspace] operation provides access to the [Users], [Objects permissions], [Operations permissions], and [System settings] sections. The access to certain administering operations is given separately. The [Access to Process design section] operation provides access to the [Process design] section, as well as the ability to add and edit business processes in the process selection window, which can be opened by clicking the [Start process] button on the navigation panel. The [Access to Change log section] operation provides users with access to the [Change log] section. The [Access to Lookups section] operation provides access to the [Lookups]section. The [Access to Configuration section] operation provides users with access to the [Configuration] section. [View Audit log section] the permission to view the content of the System operations audit log section. [Manage Audit log section] the permission to view the content of the System operations audit log section and to archive the log. 287

289 The [Operations permissions] section ACCESS TO DUPLICATES SEARCH The [Duplicates search] operation gives users permission to search for duplicates in the [Accounts] and [Contacts] sections. The [Duplicates processing] operation allows users to merge several duplicate records. ACCESS TO INTEGRATION SETTINGS The [Access to mail exchange services] operation allows to use Call Center functionality. The [Access to Odata] operation provides user with access to external resources using Odata protocol. GENERAL ACTIONS [ providers list setup] the user can create a list of servers used for receiving and sending messages. NOTE Setting up the list of providers is performed with the help of the [Set up list of providers] command in the menu. [Shared mailbox synchronization setup] a user can manage access rights for mailboxes that have the [Shared account] checkbox selected. [Change access rights to record] the operation enables users to change permissions to certain records in sections. To do this, the [Managed by records] checkbox must be selected in the corresponding section object. [Ignore access check by IP address] when a user who has access to this operation logs in to the system, the IP address restrictions will be ignored. [Generate commands] access to the [Generate metadata for command line macros] command of the toolbar. The operation allows to update a list of macros available in the command line. The [Force file unlock] operation provides users with the right to unlock the file that has been locked previously by another user on the [Attachments] detail. The [Export list records] operation gives users the ability to save the list data in a CSV file. If a user does not have access to this operation, the button (used to export list records) will not be available in the list service toolbar. [Cancel running processes] right to cancel running business process in the process log and process wizard. [Manage forms for external resources] access to the [Set up forms of external resources] command in the [Settings] menu on the application main menu page. [Access to workplace setup] the permission to create and set up workplaces : managing the list of sections available in the side panel. [Access to comments] the user can edit and delete comments to the feed messages. [Permission to delete messages and comments] the permission to delete messages and comments left by other users in the [Feed] section, on the [Feed] tab of the notification panel, and on the [Feed] tab of the view and edit pages of the system sections. Users can edit and delete their own messages and comments even if they don't have the access rights to this system operation. CONTENTS The [Access rights] detail bpm online sales 288

290 User guide Operation registration card SEE ALSO The [Operations permissions] detail in the [Users] section 289

291 The [Lookups] section THE [LOOKUPS] SECTION The [Lookups] section (Fig. 294) provides means to edit records in the lookups that are used in the system, as well as to register new lookups. Fig. 294 The [Lookups] section LIST TOOLBAR In addition to the standard buttons, the toolbar contains the [Open] button. Click this button to view and edit the records in the lookup window. You can also open the lookup window by double-clicking the corresponding lookup in the list. CONTENTS Lookup registration card The [Columns] detail in the [Lookups] section The [Filters] detail in the [Lookups] section Lookup window Description of the lookups LOOKUP REGISTRATION CARD To register lookups in the system, use the lookup registration card (Fig. 295). bpm online sales 290

292 User guide Fig. 295 The lookup registration card CARD FIELDS The [Name] field contains the name of the lookup, which can be used to identify this lookup in the list. This is a required field. Use the [Object] field to indicate the object that contains the data structure of the lookup. For example, in the registration card of the [Cities] lookup, the City object is specified in this field. The lookup of this field contains solution items of the Object type. This is a required field. In the [List page] field, specify the page that contains the list used to display the records of the lookup. If the lookup structure is not standard, this field must be filled in. For example, in the registration card of the [Cities] lookup, the List Page - Cities is specified in this field. The lookup of this field contains solution items of the Page type. If the list page is not specified, the lookup will use the List page - lookups base page. In the [Card page] field, specify the lookup card page. If the lookup structure is not standard, this field must be filled in. The lookup of this field contains solution items of the Page type. If the [Card page] field is not filled in, the lookup will use the base lookup card page with the [Name] and [Notes] fields only. In the [Notes] field you can enter a brief description of the lookup, for example, its purpose. THE [COLUMNS] DETAIL IN THE [LOOKUPS] SECTION The [Columns] detail (Fig. 296) contains the list of columns that are shown by default in the lookup window. 291

293 The [Lookups] section Fig. 296 The [Columns] detail If the [Columns] detail does not contain any records, then only the [Name] column will be shown in the list of the lookup window. Click the [Add] button to add columns that will be displayed in the lookup window. When you click this button, a standard column selection window will open containing the list of available columns. The column you select will be added to the detail. For example, to display the [State/province] column in the window of the [Cities] lookup, add this column to the [Columns] detail. LOOKUP COLUMN CARD The [Column] field displays the header of the column. This is a non-editable field. In the [Caption] field, enter the name that will be displayed in the lookup window for this column. If this field is not filled in, the current column header will be used. Use the [Width] field to specify column width with respect to the total width of the lookup window. Actual width of the column in pixels will be determined taking into consideration the width of the other columns displayed in the lookup window. The [Sorting] field can be used to specify the default sorting type for this column in the lookup window. THE [FILTERS] DETAIL IN THE [LOOKUPS] SECTION Using the [Filters] detail (Fig. 297) you can select the columns that will be used for searching records in the lookup window. Fig. 297 The [Filters] detail bpm online sales 292

294 User guide If this detail contains no records, then the search in the lookup window will be performed by the [Name] column only. Click the [Add] button to add columns that will be displayed in the lookup window. When you click this button, a standard column selection window will open containing the list of available columns. The column you select will be added to the detail. LOOKUP WINDOW A special window (Fig. 298) is used to view and edit records in the lookup. Fig. 298 Lookup window If the records of the lookup contain subordinate data, then the lookup window will have a detail area. For example, the [Currencies] lookup contains the [Exchange rate] detail. You can edit records in the lookup using a card. DESCRIPTION OF THE LOOKUPS This chapter describes the lookups used in bpm online. There are standard lookups (for example, [Cities] or [Job titles]), as well as lookups that have a more complicated structure (for example, [Currencies], [Activity results] and [Printables]). CONTENTS The [Currencies] lookup The [Taxes] lookup The [Relationship types] lookup The [Accounts in external resources] lookup 293

295 The [Lookups] section The [Printables] lookup The [Competing products] lookup The [Opportunity stages] lookup Common standard lookups Standard lookups of accounts Standard lookups of contacts Standard lookups of activities Standard lookups of opportunities Standard lookups of documents Standard lookups of products THE [CURRENCIES] LOOKUP This lookup contains a list of currencies used in mutual payments with customers, partners, suppliers, and the like. THE MAIN LIST To add a new currency to the lookup, use a currency card (Fig. 299). Fig. 299 The currency card [Name] indicate the name of the currency, for example, US Dollar or Euro. This is a required field. [Code] specify a banking code that is used for a specific currency, for example, US dollar code is 840. This is a required field. [Short name] indicate abbreviation for the currency, for example, USD or EUR. [Symbol] enter a symbol for the chosen currency, for example, $ or. [Ratio] specify the currency amount for which the exchange rate will be calculated (for example, 1, 10, 100). The number in this field can be integer only. You can enter the value manually or compute it using the built-in calculator. [Notes] provide additional information regarding the currency. bpm online sales 294

296 User guide Show currency sign Choose the appropriate option from the drop-down list. Choose [on the left] or [on the right] options to display the sign before or after the amount. The base currency is used to calculate the financial performance indicators, for example, it can be US Dollar. NOTE Use the Base currency system setting to select a certain base currency. THE [EXCHANGE RATE] DETAIL IN THE [CURRENCIES] LOOKUP Information about exchange rates is stored on the [Exchange rate] detail. To add a new record to the detail, use an exchange rate card (Fig. 300). Fig. 300 The exchange rate card [Start] enter the date when the exchange rate takes effect. You can enter the value manually or choose from the built-in calendar. When you enter a start date for a new exchange rate, the same date will be set as the end date for the previous exchange rate. [Exchange rate] set an exchange rate of a particular currency relative to the base currency. Enter a value according to the currency ratio, specified in the currency card. This is a required field. NOTE The value for the base currency in the exchange rate card must be set to 1. THE [TAXES] LOOKUP In this lookup you can create a list of taxes and their rates that are used in calculating costs of products. for example, VAT or Sales tax. It is used on the [Products] detail of the [Documents] section. To add a new record to the lookup, use a tax card (Fig. 301). Fig. 301 The tax card [Name] indicate the name of the tax, for example, VAT or Sales Tax. 295

297 The [Lookups] section [Rate, %] enter the rate for the selected tax, for example, 15%. You can enter the value manually or compute it using the built-in calculator. [Notes] provide any additional information relevant to the tax. THE [RELATIONSHIP TYPES] LOOKUP The lookup contains a list of possible relationship types between contacts and accounts. For example, the relationship between accounts could be Managing company and Branch, whereas for contacts it could be Son and Father, and for relationships between accounts and contacts Employer and Employee. To add a new type of relationship to the lookup, use a card (Fig. 302). Fig. 302 The type of relationship card The [Name] field indicates name of the relationship type, for example, Partner. This is a required field. [Notes] in this field you can provide any additional information regarding the selected type of relationship. In the [Inverse relationship] field select the role of the person/company with whom contact/account is connected. Select the appropriate party from the lookup. For example, the inverse type for the Client is Supplier. [Contact-Contact], [Contact-Account], [Account-Contact], [Account-Account] checkboxes are used to distinguish between types of parties that form the relationship. The lookup is used in the [Relationships] detail of the contact and account pages. THE [ACCOUNTS IN EXTERNAL RESOURCES] LOOKUP The lookup contains a list of accounts that are used to collect information in external web-resources, such as social networks. To add a new record to the lookup, use the external resource account card (Fig. 303). bpm online sales 296

298 User guide Fig. 303 External resource account card In the [Name] field enter the user account name for the system to identify it. This is a required field. [User] select the user whose external resource account is being added. If you add a corporate account, you can leave this field empty. USER ACCOUNT Use the [Type] field to select an external web-resource from the lookup, for example, Twitter or Google. This is a required field. In the [Username] field enter the external resource account name. This is a required field. Select the [Public] checkbox to grant access to this account to other users. This is relevant for corporate user accounts. In the [Notes] field you can enter the detailed description of the user account. THE [PRINTABLES] LOOKUP The [Printables] lookup provides means for registering and customizing printable forms that are available in bpm online sections. Fig. 304 The [Printables] lookup The [Add] button of the toolbar contains separate commands for adding the MS Word and DevExpress printables. 297

299 The [Lookups] section The [Download template file] action allows to download a template for a MS Word printable for editing. CONTENTS MS Word printable registration card DevExpress printable registration card SEE ALSO The MS Word printables setup MS WORD PRINTABLE REGISTRATION CARD To add a MS Word printable to a section, a card is used (Fig. 305). Fig. 305 The MS Word printable registration card [Name] indicate the name of the printable. It will be displayed in the actions menu of the section and of the edit page. This is a required field. Use the button in the right part of the field to specify the printable title in multiple languages. [Section] define a section where the new printable will be used. [Show in section], [Show in card] select the checkboxes for the printable to appear in the actions menu of a section or of an edit page. [Convert to PDF] select the checkbox to download the printable in PDF. [Upload template] uploads the selected file of an MS Word printable to the system. When generating and saving a printable, the system always uses the latest uploaded version of the template. bpm online sales 298

300 User guide [Download template] saves the MS Word template file on your computer for further editing and customization. THE [FIELDS OF PRINTABLE] TAB The tab contains a list of standard fields of a printable. The [Set up list of fields] button provides means for adding and removing fields from a printable with the help of the standard columns setup window. THE [TABLES OF PRINTABLE] TAB The tab contains a list of tables used in the printable as well as the standard toolbar for adding, editing and deleting data tables of the printable. CONTENTS Table setup card for the MS Word printable TABLE SETUP CARD FOR THE MS WORD PRINTABLE The card is used for setting up tables in MS Word printables. Fig. 306 The printable table card [Object] select the object that will be used to build a table. For example, select the Activity participant object for the table containing a list of activity participants to the contract. You can select from objects that are connected with the main object of the section where a printable is being added. [Caption] enter the name for the fields of this table to be identified in the list of all fields of the given printable. Fields included in this table will be grouped under this caption in the complete list of fields displayed when editing a template of the MS Word printable. [Column of object...] [Reference columns] from the list select a column via which the main object of the table is connected with the main object of the section. The list of available columns is defined automatically. For example, the Activity participant object is connected with the Activity object by 299

301 The [Lookups] section the Activity column. As a result, you will obtain a table with the list of products that have the document for which the printable is built specified in the [Activity] field. THE [TABLE FIELDS] TAB The tab contains a list of columns that will be included in the table of a printable. [Set up list of fields] click the button to add columns in the table via the standard columns setup window. [Sort] the button indicates the sorting type for table records by one or several table columns. Use the [Up] and [Down] buttons to define the order of columns in the table. THE [TABLE FILTER] TAB Using the standard filter area on the [Table filter] tab, you can set a filter condition for the records to be displayed in the table. DEVEXPRESS PRINTABLE REGISTRATION CARD To add a DevExpress printable to a section, a card is used (Fig. 307). Fig. 307 The DevExpress printable registration card [Name] enter the name for the printable that will be displayed in the actions menu of the section and of the edit page. This is a required field. Use the button in the right part of the field to specify the printable title in multiple languages. [Section] define a section where the new printable will be used. [Template] select a report template that will be used for creating a new printable. For example, for the [Accounts] section, you can select the Envelopes for accounts template. The lookup of this field contains solution items of the Report type. This is a required field. [Template setup] select a page containing tools for managing parameters of the printable. For example, for the Envelopes for accounts printable, select Base report parameters page. The lookup of this field contains solution items of the Page type. [Show in section], [Show in card] select the checkboxes for the printable to appear in the actions menu of a section or of an edit page. bpm online sales 300

302 User guide THE [COMPETING PRODUCTS] LOOKUP The lookup contains the list of products and services provided by competitors. [Name] the name of the competing product. [Manufacturer] specify the company that manufactures the product sold by your competitor. [Strengths], [Weaknesses] enter strengths and weaknesses of your competitors. The lookup is used on the [Competitors] detail of the opportunity page. THE [OPPORTUNITY STAGES] LOOKUP The list of possible opportunity stages, for example, Needs analysis, Negotiations. To add information about a new opportunity stage in the system, use the opportunity stage card (Fig. 308). Fig. 308 The opportunity stage card [Opportunity name] indicate the name of the opportunity. [Order number] is used to define the sequence of stages in the sales pipeline. In the description of the stage, you can specify when the sale must be transferred to the next stage. [Maximum probability] the maximum available value, in percent, that can be specified in the [Probability] field of the opportunity edit page to indicate the possibility of successful opportunity closure on the given stage. [Period for planning the next step, days] the maximum interval between activities scheduled for an opportunity on the given stage. [Final] select the checkbox if the given stage is the last stage of the opportunity. [Successful] select the checkbox for the final stages of the won opportunities. The field is noneditable if the [Final] checkbox is not selected. The lookup is used on the opportunity page. COMMON STANDARD LOOKUPS [COUNTRIES] The lookup contains a list of countries. 301

303 The [Lookups] section In the [Banking details] field, you can specify a template to fill in billing information for each country. Templates for billing information are used in the [Banking details] detail of the account page. The lookup is used on the contact, account and lead pages in the [Addresses] detail, as well as in the [Cities] and [States/provinces] lookups. [STATES/PROVINCES] A list of provinces or states. For each state/province you can specify the country that it relates to. This lookup is used on the contact and account pages in the [Addresses] detail, as well as in the [Cities] lookup. [CITIES] The lookup contains a list of cities. For each city you can specify the state/province and the country where this city is located. It is used on the contact, account and lead pages on the [Addresses] detail. [NOTEWORTHY EVENT TYPES] The lookup contains a list of noteworthy events for the contact or company, such as Birthday or Founding day for the company. This lookup is used in the [Noteworthy events] detail of the contact and account pages. [KNOWLEDGE BASE ARTICLE TYPES] The lookup contains possible types of knowledge base articles, such as Advertising materials, Rules and regulations or Documentation. The lookup is used on the knowledge base article page. STANDARD LOOKUPS OF ACCOUNTS [ACCOUNT TYPES] The lookup contains possible types of accounts, depending on their role in relation to your company (for example, Client, Supplier or Partner ). The lookup is used on the account page. [ACCOUNT CATEGORIES] In this lookup you can categorize the companies that you work with, for example, such categories can be ordinary and VIP clients. The lookup is used on the account page. [LEGAL ENTITY TYPES] Here you can specify the possible legal entity types, for example LLP, Ltd or Inc. The lookup is used on the account page. [INDUSTRIES] This lookup contains a list of industry types, for example, Consulting or Manufacturing. The lookup is used on the account page. [ANNUAL REVENUE] This lookup contains a list of possible revenue ranges for companies, for example, million or million. The lookup is used on the account page. bpm online sales 302

304 User guide [NUMBER OF EMPLOYEES] The lookup contains ranges of possible amount company employees, for example, or The lookup is used on the account page. STANDARD LOOKUPS OF CONTACTS [CONTACT TYPES] The lookup contains possible types of contacts, such as customers, contact persons, employees. The lookup is used on the contact page. [DECISION MAKING ROLES] For each contact you can specify his/her role in the decision making of the company, such as Final authority or Specifier. The lookup is used on the contact page. [TITLES] A list of salutations or abbreviations that can be used to greet the contact, such as Mr. or Mrs.. The lookup is used on the contact page. [CONTACT'S LOYALTY TOWARDS OUR COMPANY] The levels of loyalty of contacts (opportunity participants) towards our company, for example, Interested, Antagonist. It is used in the [Contacts] detail of the opportunity page. [DEPARTMENTS] The lookup contains typical departments in the organizational chart of a company, for example, Sales department or HR department. In the department description you can provide information as for its purpose. The lookup is used on the contact page in the [Current employment] detail. [JOB TITLES] The lookup contains a list of job titles, such as Marketing director or Sales manager. Job description, for example, may contain information about the functional job responsibilities for the position. The lookup is used on the contact page, on the [Current employment] title and in the [Contacts] detail of the account page [REASONS FOR JOB CHANGE] This lookup contains a list of possible reasons the contact has changed jobs, for example, High salary or Promotion. This lookup is used on the [Current employment] detail of the contact page. STANDARD LOOKUPS OF ACTIVITIES [ACTIVITY CATEGORIES] This lookup contains a list of possible categories of activities, for example, for tasks these could be Paper work or Meeting. For calls and messages the category is set automatically to Call and , respectively. Therefore, deleting these values from the lookup is not recommended. This lookup is used on the activity page. 303

305 The [Lookups] section [CATEGORY OF ACTIVITY RESULT] Type of activity result indicates how successful the result is. For example, Is interested refers to the Positive type, and Rejected refers to the Negative type. This lookup contains the possible result types. This lookup is used in the [Activity results] lookup. THE [ACTIVITY RESULTS] LOOKUP In this lookup you can create a list of results for activities according to their categories, for example, for paper work the result could be Document ready, and for calls and meetings it could be Information received or Call back later. For each result, specify its category, for example, Positive for the Document ready result or Neutral for Requires modifications. On the [Categories] detail, create a list of activity categories for which the selected value is applicable. This lookup is used on the task and call pages of the [Activities] section. [ACTIVITY PRIORITIES] Here you can create various priorities that can be assigned to activities, for example, Average or High. By default, the Average priority value is set. This lookup is used on the activity page with either Task or Call type. STANDARD LOOKUPS OF OPPORTUNITIES [OPPORTUNITY TYPES] Here you can specify the possible sales types, such as Direct sale or Partner's sale. The lookup is used on the opportunity page. [OPPORTUNITY CATEGORIES] The lookup contains a list of opportunity categories, such as Small business, Medium business, Corporate sale. The lookup is used on the opportunity page. [OPPORTUNITY ORIGINS] This lookup contains a list of possible ways that an opportunity was identified, such as Advertisement or Incoming call/ . The lookup is used on the opportunity page. [OPPORTUNITY SOURCES] The list of possible sources of information owing to which the opportunity was registered, for example, Partner recommendation, Event, Successful cooperation history. The lookup is used on the opportunity page. [MANAGER'S MOOD] The list of moods used by manager to specify the overall progress of the opportunity, for example, Euphoria, Confidence, Concern. For each mood, you need to assign an image to be displayed in the list and on the opportunity page. The lookup is used on the opportunity page. bpm online sales 304

306 User guide [MOTIVATORS OF CONTACT IN OPPORTUNITY] The list of opportunity factors that contribute to the decision about the purchase, for example, Low exploitation cost, Meeting deadlines. The motivator type must be specified. The lookup is used on the opportunity page. [SALES TEAMS] Structural divisions involved in different sales areas. The user group and manager are specified for each sales team. The lookup is used on the opportunity page. [OPPORTUNITY PROBABILITY] A list of percentage values that relate to probability of a sale. For example, at the quotation stage of the deal the sales probability could be 60% and when the contract is signed 90%. The lookup is used on the opportunity page. [OPPORTUNITY RESULTS] The lookup contains a list of possible reasons for closing the deals, for example, No budget or Lost. The lookup is used on the opportunity page. [OPPORTUNITY PARTICIPANT ROLES] This lookup contains roles of participants in the sales process, for example, Business consultant or Sales manager. It is used on the [Participants] detail of the opportunity page. [CONTACT'S ROLE IN OPPORTUNITY] The lookup contains list of possible roles that contacts can have in the sales process. For example, Decision maker, Contact person or Influencer. It is used on the [Contacts] detail of the opportunity page. [INFLUENCE OF CONTACT IN OPPORTUNITY] This lookup contains the list of possible levels of influence that a contact may possess in the sales process. For example, High or Low. It is used on the [Contacts] detail of the opportunity page. STANDARD LOOKUPS OF DOCUMENTS [DOCUMENT STATUSES] In the [Document statuses] lookup, possible statuses for different document types are specified, for example, the Planned, In progress, and Signed statuses for the document of the Contract type or the Registered and Processed statuses for the document of the Incoming document type. This lookup consists of two areas. The main list is the list of possible document statuses. To add a new document status, use the standard lookup card. You can select the [Final] checkbox for a status. The [Document status by type] detail contains the document types for which the document statuses are specified. To add a document status for a document type, select the needed status in the main list and then add the desired type on the detail. The lookup is used on the document page. 305

307 The [Lookups] section STANDARD LOOKUPS OF PRODUCTS [PRODUCT TYPES] This lookup contains the list of all types by which the products are grouped in the system. For example, Processors, Motherboards or Graphics Cards. Specify a category that the type will belong to. To add new product types or edit the existing ones, use this lookup or the [Set up product types and filters] action in the [Products] section. The lookup is used on the [Segmentation] detail of the [Product details] tab on the product page. [UNITS OF MEASURE] The lookup contains the units of measure for products or services, for example sets, pieces or hours. This lookup is used on the [Products] detail of the document page and on the [General information] tab of the product page. [BRANDS] This lookup contains list of product brands. The lookup is used on the [Segmentation] detail of the [Product details] tab on the product page. bpm online sales 306

308 User guide THE [SYSTEM SETTINGS] SECTION The [System settings] section (Fig. 309) is designed for additional setup of system sections. For example, here you can assign a color for the overdue activities or configure the settings. Fig. 309 The [System settings] section With the help of system settings you can also specify default values for various fields when new records are created, like a default activity status, for example. Additionally, system settings are used in the default value selection window of the object designer. CONTENTS The system setting card System settings description THE SYSTEM SETTING CARD To register a system setting, use the system setting card (Fig. 310). 307

309 The [System settings] section Fig. 310 The system setting card The [Name] field shows the name of the system setting. This is a required field. The [Code] field contains the unique designation of the system setting to identify it in the system. The field value can consist of Latin letters and numbers only and must not contain spaces. This is a required field. The [Value type] label groups available options for indicating the type of system setting data. The type of field determines the method of filling in the value of system setting. The list of available types of fields is provided below. Use the [Value] field to set the value for the system setting. For example, you can set the Not Started value for the activity default status, or 5 minutes value as an interval for notification check. The method of filling in the [Value] field depends on the type of system setting. For example, activity default status can be selected from the [Activity statuses] lookup, while the interval for notification check is specified as an integer number. Select the [Cached] checkbox if the value of the system setting changes relatively rarely and thus must be calculated only once per user session. Examples of cached system settings could be the color of overdue activities and base currency settings. Examples of non-cached system settings could be the number of knowledge base article, because it must be updated each time a new article is created. NOTE If a cached system setting is changed, its new value will be used only after the next user logs in to the system. bpm online sales 308

310 User guide Field types [Text (50 characters)] text data up to 50 characters. [Text (250 characters)] text data up to 250 characters. [Text (500 characters)] text data up to 500 characters. [Unlimited length text] text data without any length limitations. [Encrypted string] text data that must be stored in the database in encrypted form. [Date/time] date and time. [Date] date only. [Integer] numeric data with no decimals. [Decimal] numeric data with two decimals. [Currency] numeric data with two decimals. [Boolean] system setting can have one of the two values: On (checkbox is selected) or Off (checkbox is cleared). [Lookup] data that is selected from a predefined list of values. The source of values for this type of field is a separate object that has been created earlier. After you select this option, select the object to be used as a source of values for this system setting. [Image] system setting allows to upload an image. SYSTEM SETTINGS DESCRIPTION Provided below is the list of system settings available in bpm online. COMMON [Workspace version] current workspace version. Type: text (50 characters). [Caption for communication options block on login page] is used for defining the caption for the login page block that contains the communication options. Type: text (50 characters). [Caption for useful links block on login page] is used for defining the caption for the login page block that contains the links. Type: text (50 characters). [Notification monitor] is used for setting the frequency of checking for the new notifications. The value of this system setting is specified in milliseconds (ms). Type: integer. Default value: ms (5 minutes). [Encoding for export to CSV file] is designed for determining the encoding used for exporting data to a CSV file. Type: text (500 characters). Default value: windows [Logo] contains logo that is displayed on the login page. The bpm online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Upper panel logo] is used to upload an image that will be displayed on the top of the bpm online pages. The bpm online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Logo in menu section] is used to upload an image that will be displayed on the top of the page of the main menu (it is opened by default, when logging in to the system). The bpm online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Maximum number of records imported from Excel] maximum number of records that can be imported from an Excel file. Type: integer. Default value:

311 The [System settings] section [Maximum number of process item repetitions] is used to determine the maximum amount of times the same process item can be run during a process. Type: integer. Default value: 100. [Attachment max size] determines the maximum size of a file that can be added to the [Attachments] detail in system sections. The value of this system setting is specified in megabytes (MB). Type: integer. Default value: 10 MB. The [Minimum characters necessary to filter list] system setting determines the minimum number of characters that will be sufficient to filter records in the drop-down list of the lookup field. When you type the needed value directly in the lookup field (without opening the lookup), a drop-down list opens, containing the values that match the characters entered. The minimum number of characters sufficient to display the drop-down list is defined by this system setting. Type: integer. Default value: 3. [Display pop-up window message] is used to manage the browser toolbars display in the bpm online pop-up windows. In bpm online, pop-up windows are used in system setup window to open designers, system setup cards, lookup windows, etc. Type: boolean. Default value: disabled. [Separator for export to CSV file] is designed to specify separator used when exporting data to a CSV file. Type: text (500 characters) Default value: semicolon. [String columns filter] type of search operator that is used to filter the records of the lookup field. Type: integer. Default value: 0. The field can have one of two values: 0 searched record must begin with the specified string. 1 searched record must contain the specified string. [Color of completed activity] is used for specifying the color of completed activities shown in the calendar and in the list of activities. The color is specified as a hexadecimal code in the following format: #0000FF. Type: text (500 characters). Default value: #A0A0A0. [Color of overdue activity] is used for specifying the color of overdue activities shown in the calendar and in the list of activities. The color is specified as a hexadecimal code in the following format: #0000FF. Type: text (500 characters). Default value: #FFDFDF. BUSINESS PROCESSES Bpm online business processes can be replaced by user-generated schemas. There are several settings that define whether user-generated or pre-configured processes must run when the corresponding command is selected. [Corporate sale process] process that starts when selecting the Run corporate sales process command on the opportunity page. Type: lookup. Default value: Corporate sale. APPROVING PROCEDURE [Send message if approval is required] is used to manage automatic sending s to approvers. If the checkbox is selected, then the approvers will receive an message in addition to the standard notification (the [Approvals] tab of the notification panel) when a document is sent for approval. Type: boolean. Default value: off. [Mailbox for sending with information on approval] account from which the notifications about approvals will be sent. You can select any account registered in the system. Type: lookup. [Document approving process] the business process that is launched when sending a document for approval. Type: lookup. Default value: Document approving. [ template for sending document approval information] the template of the message that is automatically sent to the approver user or user group when a document is sent for approval. To add bpm online sales 310

312 User guide and edit templates, use the message templates lookup. Type: lookup. Default value: Template of new document approval notification. RECORDS AUTO NUMBERING System settings of this group are used to generate and assign numbers to records automatically, for example, invoice codes or account numbers. To enable auto numbering in an object, two system settings are used: one specifies the static text (mask) of the number, and another one is used for saving the last generated number. For example, to generate a knowledge base article code like Article-23, where 23 is the current number of the invoice, enter the following mask: Knowledge base article-{0}. Record auto numbering is enabled for the following objects: Document via the [Document number mask] and [Current number of document] system settings. Account via the [Account code mask] and [Current number of account] system settings. Knowledge base article via the [Knowledge base article number mask] and [Current number of knowledge base article] system settings. The [Mask number...] system setting is used during the process of generating the number or code of record when it is created. With the help of this setting you can specify a static text (mask) preceding or following the numeric value of number or code. Type: text (500 characters). The [Current number of...] system setting is used for generating the number or code of record when it is created. Stores the numeric component of the last created record. Type: integer. ACCESS RIGHTS [Company licensing Id] stores the unique identifier of your company that is used for licensing purposes. Company Id is provided when purchasing licenses. Type: text (500 characters). [Allow using the Stay logged in flag] defines whether to show the [Stay logged in] checkbox on the bpm online login page. Type: boolean. Default value: enabled. [Joined objects administering] used to manage access when viewing information from one of the joined objects. For example, when viewing information about primary contact (like job responsibility or birth date) from the [Accounts] section. Type: integer. Default value: 0. This system setting can have one of the following values: 0 show data only from those records in the joined object for which the current user has access; 1 show data only from those records in the joined object for which the current user has access. In case the user does not have access to a record, show data from the primary displayed column; 2 show data from all records of joined object, regardless of whether or not the user has access to them. ATTENTION! If the current user doesn't have the access to the Read operation for the object that contains the connected record, then the data of the connected object will not be displayed regardless of the value of the [Joined objects administering] system setting. MANAGING PASSWORDS [Show message about locking account during logging in], [Show message about incorrect password during logging in] the settings manage a message that is displayed when entering an incorrect 311

313 The [System settings] section username or password. The displayed value depends on the value of both settings. Type: boolean. Default value: disabled. If the off value is set for both settings, then when entering an incorrect password of username, the standard message is displayed: Either invalid username or password specified, or your user account is inactive. If the on value is set for both settings: If an incorrect username has been entered, the message will be You have entered incorrect username. If an incorrect password has been entered for the existing user, the message will be You have entered incorrect password. If a locked user tries to authorize to the system, the message will be You user account is locked. If only the [Show message about locking account during logging in] setting is on: If an incorrect username or password is entered for the existing user, the message will be You have entered incorrect username or password. If a locked user tries to authorize to the system, the message will be You user account is locked. If only the [Show message about incorrect password during logging in] system setting is on: If an incorrect usermane has been entered, the message will be You have entered incorrect username or your user account is locked. If an incorrect password has been entered for the existing user, the message will be You have entered incorrect password. If a locked user tries to authorize to the system, the message will be You have entered incorrect username or your user account is locked. [Quantity of login attempts for warning message] the number of attempts to enter the correct password that must be reached to display the message about the number of attempts left for the user before they are locked. If the 0 value is set for the system setting, the message is not displayed. Type: integer. Default value: 0. [Quantity of logon attempts] number of attempts to enter the correct password. If the number of login attempts exceeds, the user account will be locked for the time period specified in the [User locking time] system setting. If the 0 value is set for the system setting, the number of attempts is unlimited. Type: integer. Default value: 0. [Password validity term, days] the number of days since the password was created or edited after which the user must change the password. The password is changed when logging in to the system. If the 0 value is set for the system setting, the password never expires. Type: integer. Default value: 0. [Reminder about password change, days] if the specified quantity of days or less is left for the password to be expired, then when you attempt to authorize, the system displays the message about the number of days left until the password must be changed and offers to open the password change page. If the 0 value is set for the system setting, the message is not displayed. Type: integer. Default value: 0. [Quantity of analyzed passwords] the number of previous user passwords that must not match the new one. When you enter a password that matches one of the previous passwords, the system will display the message containing the number of previous passwords that must not match the new password. Once the password is changed, the previous password will be saved in the system. If the 0 bpm online sales 312

314 User guide value is set for the system setting, the new password can be identical to the previous one. Type: integer. Default value: 0. [User locking time] the time period (in minutes) during which the user will not be allowed to log in to the system once the number of attempts to enter the password is exceeded. If the 0 value is set for the system setting, the user will not be locked. Type: integer. Default value: 0. Password strength settings define the requirements that must be met by the created or changed system user password. The following settings define these requirements: [Password complexity: minimum length] minimum number of characters in the password. Type: integer. Default value: 0. [Password complexity: minimum quantity of lower case characters] minimum number of lowercase letters. Type: integer. Default value: 0. [Password complexity: minimum quantity of upper case characters] minimum number of uppercase letters in the password. Type: integer. Default value: 0. [Password complexity: minimum quantity of digits] minimum number of digits in the password. Type: integer. Default value: 0. [Password complexity: minimum quantity of special characters] minimum number of special symbols that are not letters or digits (#, %, &,!,? etc). Type: integer. Default value: 0. VALUES BY DEFAULT [Document status by default] specifies a default status for new documents. Type: lookup. Default value: Planned. [Lead status by default] specifies a default status for new leads. Type: lookup. Default value: New. [Default unit of measure] specifies a default unit of measure for a new product. Type: lookup. Default value: pieces. CONFIGURATION [Repository URI by default] contains the path to the package repository that is used in the system by default. The default path is used if the path to the package repository hasn't been specified. Type: text (500 characters). [Base card page - aggregate column] card page for aggregate columns used in the columns setup window. Type: lookup. Default value: Aggregate column setup. [Base column card page] card page for standard columns used in the columns setup window. Type: lookup. Default value: Aggregate column setup. [Base lookup card page] used when registering lookups. This system setting determines the page to be used as a base page for cards of standard lookups. Type: lookup. Default value: Base lookup card page. [Base lookup page] used when registering lookups in the system. Using this system setting you can specify the base page for displaying lists of records in standard lookups, as well as when opening a window for any lookup in the system. Type: lookup. Default value: Lookup page. NOTE Lookups are registered in the [Lookups] section. [Current package] the package that contains all changes made to the structure of the system sections by the section wizard. These can be, for example, changes associated with adding columns to the section object or adding a new section to the system. Type: lookup. 313

315 The [System settings] section [Mobile application manifest] is used to specify the name of the XML file that describes the mobile application. If multiple manifests are specified, their names are separated with the ; symbol. Type: text (50 characters). [Calendar start date] set the start date for the time period in user calendar. Type: integer. Default value: 0 [Calendar end date] set the end date for the time period in user calendar. Type: integer. Default value: 24 [Solution items can be saved without locking] use this system setting to enable or disable saving changes in an unlocked solution item. You can enable this system setting when, for example, only one developer handles all the workspace. Type: boolean. Default value: disabled. [Package repository path] path to a repository folder that contains updated base workspace packages. The system setting is used when updating workspace version. The value of this system setting is provided by the support service. Type: text (500 characters). [Display С# compiler warnings when compiling workspace] level of С# compiler warnings that will be displayed when compiling workspace files. Type: integer. Default value: 2. [Ability to commit custom package to repository] defines whether the packages added by the users can be committed to the repository. Type: boolean. Default value: enabled. [Publisher] is used to identify a party that makes changes to the workspace. The publisher name is assigned to each package separately. You can edit only packages that have been published by your company. The setting is used for developing user workspaces for the third parties. Type: text (250 characters). [Maximum quantity of data strings to be bound to package] if the number of the bound records reaches the system setting value when binding the data to the package, the corresponding message will be displayed and the data binding should be confirmed. Type: integer. Default value: 100. NOTE Binding a lot of data to the package can take a long time. FINANCES [Base currency] defines a base currency used for financial calculations in the system. Type: lookup. Default value: Euro. [Default tax] specifies default tax to be used when adding a product. Type: lookup. Default value: VAT. [Price includes tax] this system setting determines the taxation method when calculating products cost. Type: boolean. Default value: enabled. DUPLICATES SEARCH [Date of last duplicates search by contacts] date and time of the last search for duplicate records in the [Contacts] section. Type: date/time. [Date of last duplicates search by accounts] date and time of the last search for duplicate records in the [Accounts] section. Type: date/time. LDAP SYNCHRONIZATION The settings in this group are used to synchronize users with the LDAP server. bpm online sales 314

316 User guide ATTENTION! We recommend that you use the LDAP synchronization setup window for LDAP synchronization setup. LDAP connection settings [LDAP server name or IP] address used to connect to the LDAP server. Type: text (50 characters). [LDAP authentication type] the authentication type that is used when authorizing the LDAP users. For example, Ntlm, Anonymous, Basic, etc. Type: lookup. [LDAP server login] user login for connecting to the LDAP server. For example, it could be the system administrator domain name. Type: text (50 characters). [LDAP server password] user password for connecting to the LDAP server. For example, the system administrator's domain password. The password data is encrypted. Type: encrypted string. User synchronization settings [Name of attribute, which contains LDAP user full name] attribute of entry in the LDAP directory,containing the full name of a user. For example, this can be the name attribute. Type: text (50 characters). [Name of attribute, which contains LDAP user login] attribute of entry in the LDAP directory, containing the domain login of a user. For example, AccountName. Type: text (50 characters). [Name of attribute to identify LDAP user] any attribute of entry in the LDAP directory whose value is unique for each entry. The value of this attribute is used as a unique identifier of records, when synchronizing users. For example, in Active Directory it could be objectsid. Type: text (50 characters). [LDAP entry, which contains list of LDAP users] unique name (distinguishedname, DN) of an entry in the LDAP directory organization structure (folders, groups, etc) that contains user-type entries. For example, CN=Users,DC=example,DC=com. If the directory contains a number of such entries, specify the unique name of their mutual parent entry. Type: text (50 characters). [Condition to form list of LDAP users] filter used to select LDAP entries for user synchronization. For example, for Active Directory this filter expression can be as follows: (&(objectclass=user)(objectclass=person)(!objectclass=computer)(!useraccountcontrol: :=2)). Type: text (50 characters). [Name of attribute, which contains company of LDAP user] attribute of entry in the LDAP directory that contains the place of work of the user. Used when importing users from LDAP to automatically fill in the [Account] field in the contact page. Type: text (250 characters). [Name of attribute, which contains of LDAP user] attribute of entry in the LDAP directory that contains the of the user. Used when importing users from LDAP directory to automatically fill in the [ ] field in the contact page. Type: text (250 characters). [Name of attribute, which contains phone number of LDAP user] attribute of entry in the LDAP directory that contains the phone number of the user. Used when importing users from LDAP directory to automatically fill in the [Business phone] field in the contact page. Type: text (250 characters). [Name of attribute, which contains job title of LDAP user] attribute of entry in the LDAP directory that contains the job title of the user. Used when importing users from LDAP directory to automatically fill in the [Job title] field in the contact page. Type: text (250 characters). 315

317 The [System settings] section Folder synchronization settings [Name of attribute, which contains LDAP group name] attribute of entry in the LDAP directory that contains the name of the user group. For example, the cn attribute in Active Directory. Type: text (50 characters). [Name of attribute to identify LDAP group] attribute of entry in the LDAP directory whose value is unique for all entries. The value of this attribute is used as a unique identifier of records, when synchronizing groups. For example, in Active Directory it could be objectsid. Type: text (50 characters). [LDAP entry, which contains list of LDAP groups] unique name (distinguishedname, DN) of an organization structure item in the LDAP directory containing user group entries. For example, CN=Groups,DC=example,DC=com. If the directory contains a number of such entries, specify the unique name of their mutual parent entry. Type: text (50 characters). [Condition to form list of LDAP groups] filter used to select LDAP entries for group synchronization. For example, for Active Directory this filter expression can be as follows: (&(objectclass=group)(!useraccountcontrol: :=2)) Type: text (50 characters). [Condition to form list of LDAP users in group] search filter that determines what users belong to which groups. For example: (memberof=[#ldapgroupdn#]). Use the following variables to specify filter parameters: [#LDAPGroupDN#] unique name (distinguished name) of the group being searched; [#LDAPGroupName#] name of the group. This variable will contain the value specified in the [Group name] field in the synchronization setup window; [#LDAPGroupIdentity#] unique id of the searched folder. The variable will contain the value of the attribute specified in the [Unique identifier of group] field of the LDAP synchronization setup window. Type: text (50 characters). Additional LDAP synchronization settings [Name of attribute, which contains date of LDAP entry modification] attribute of entry in the LDAP directory, which contains the date and time of the last modification of the entry in the generalized time format. Used for identifying new users in the LDAP group during the synchronization. Type: text (50 characters). Default value: whenchanged. [Interval for LDAP synchronization] time between LDAP synchronization sessions, specified in hours. Type: integer. Default value: 1. [Date of last synchronization with LDAP] date and time of the last synchronization session. The value of this system setting is updated automatically. It is not recommended to edit it manually. This system setting is used for the automatic LDAP synchronization. Type: date/time. INTEGRATION WITH EXTERNAL RESOURCES The [Integration with external resources] system setting is used to register the application in the social networks and Google. Three system settings are used for each registration: Application registration page, Access key, and Secret access key. The Application registration page contains the address of an external resource that is used for registration, for example, console/. bpm online sales 316

318 User guide The procedure of obtaining values for the Access Key and Secret Access Key system settings of this folder is explained when describing the procedure of signing up the application to social networks and Google. [Username for registering leads from external resources] login of the user on behalf of which the lead record will be created in the system when a lead form is filled out on website. Type: string. [Password for registering leads from external resources] password of the user on behalf of which the lead record will be created in the system when a lead form is filled out on website. Type: encrypted string. INTEGRATION WITH MESSAGE SERVICES [Default messages exchange library] defines the telephony integration library that is used by default. Type: lookup. [Message exchange server] the address of the message exchange server in the following format: ws://server_host_name_or_ip:2011. Type: text (50 characters). [Quantity of records in Recent list] determines the number of records that is displayed on the [Recent] detail of the CTI window. Type: integer. Default value:

319 The [Change log] section THE [CHANGE LOG] SECTION Using the [Change log] section (Fig. 311), you can track changes in the system database tables. Fig. 311 The [Change log] section The structure of the [Change log] section is not standard. There are no details and folder area in this section, but there is a filter block. Using the filter block, you can set the period of time to view changes made over that time. Additionally, you can filter and view changes in the system objects made by a certain employee. In the [Object] field, select the object of the system to view history of changes made in it. Columns in the list of the [Change log] section vary, depending on the selected object. For example, for the [Accounts] section the following columns are displayed: [Account name], [Modified by], [Modified on] and [Operation]. Depending on the operations performed with records, the color of records in the change log can be different: green new record was added; blue one of the logged columns was modified in the record; red the record was deleted. The main operations in the section are performed using the actions. You can set up the list of objects for which the history of changes will be tracked, using the [Setup log] action. To view all modifications made to a certain record of the section, use the [View all changes in selected record] action. Use the [Clear log] action to delete extra log data. CONTENTS The [Setup log] action in the [Change log] section The [View all changes in selected record] action in the [Change log] section bpm online sales 318

320 User guide The [Clear log] action in the [Change log] section THE [SETUP LOG] ACTION IN THE [CHANGE LOG] SECTION Use this action to specify the tables in the system, changes in which you intend to track. When you select this action, the change log setup window will open (Fig. 312). Fig. 312 The change log setup window The window contains a list of logged objects. Click the [Add] button, to enable the logging for a certain object and set up the list of logged columns. Use the [Edit] button to change the list of logged columns in the logged object. The [Delete] button is used to disable logging for the selected object. NOTE All changes in the logged object that were made before the logging was disabled are saved in database. After the logging is enabled again, the tracking of changes in the logged object will be resumed. When you click the [Add] or [Edit] button, the change log object setup card will open (Fig. 313). Fig. 313 The change log object setup card Use the [Object] field to specify the section, detail or other system object for which you want to track the history of changes. Select the needed object from the drop-down list. This is a required field. NOTE The [Object] field is editable only if you added the new object for logging (upon clicking the [Add] button in the change log setup object card). 319

321 The [Change log] section The [All columns] area displays a list of all columns in the selected object. For example, if the Contact object was selected, then this area will display the following columns: [Contact name], [Type], [Department], etc. The [Logged columns] area contains a list of columns for which the logging will be enabled. Use the and buttons to add or remove the logged columns. After you save the settings, changes in the logged columns will be displayed in the [Change Log] section. THE [VIEW ALL CHANGES IN SELECTED RECORD] ACTION IN THE [CHANGE LOG] SECTION Using this action you can display the list of all modifications made to the selected record. When you select this action, the additional window will open (Fig. 314) containing the list of all changes. Fig. 314 Viewing the history of changes for the selected record By default, the table shows who modified the record and when, as well as the type of operation performed. Additionally, any changes of data in the logged columns will be highlighted in the grid. For example, if you displayed the [Industry] and [Type] columns for the [Accounts] section, then the changes made in these columns will be shown in the list, highlighted with yellow. SEE ALSO The [Setup log] action in the [Change log] section THE [CLEAR LOG] ACTION IN THE [CHANGE LOG] SECTION In case you no longer need to store information about certain modifications made in the system, you can clear the change log. When you select this action, an additional window will open where you can specify the parameters of deleting data from the log (Fig. 315). bpm online sales 320

322 User guide Fig. 315 The [Clear log] window If you select the [By all objects] option, then the history of changes will be cleared for all logged objects. If you select the [Only by] option, then the history of changes will be cleared for the specified object only. Select the needed object from the drop-down list. In the [Events before] field, select the date and time to clear all changes made prior to that. 321