Certified Course Curriculum

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1 Sage CRM Implementing Sage CRM v7.2 STUDENT CURRICULUM SAGE UNIVERSITY Certified Course Curriculum

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3 Sage CRM Implementing Sage CRM v7.2 CERTIFIED STUDENT CURRICULUM SAGE UNIVERSITY Curriculum Version 1.0

4 NOTICE This document and the Sage CRM product may be used only in accordance with the accompanying Sage CRM End User License Agreement. You may not use, copy, modify, or transfer the Sage CRM product or this documentation except as expressly provided in the license agreement. Visit our Web site at to learn about training classes that are added throughout the year. Information in this document is intended solely as general information with respect to common business issues and is not to be construed as professional advice. It is always best to consult a tax or accounting professional for all tax and account related questions. THE INFORMATION HEREIN IS PROVIDED "AS IS" AND ALL WARRANTIES ARE EXPRESSLY DISCLAIMED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY: OF MERCHANTABILITY; OF FITNESS FOR ANY PARTICULAR PURPOSE; OF NON-INFRINGEMENT OF ANY PROPRIETARY RIGHT OF ANY THIRD PARTY IN ANY COUNTRY; OTHERWISE ARISING OUT OF ANY PRODUCT, PROPOSAL, SPECIFICATION OR SAMPLE; AND ANY WARRANTY THAT THE DOCUMENT IS ERROR FREE. No license, express, implied, by estoppel or otherwise, to any intellectual property right is granted by this document. Sage may make changes to the information in this document at any time, without notice. Recipient is solely responsible for assessing the suitability of the information and assumes all risk of use Sage Software, Inc. All rights reserved. Sage, the Sage logos, and the Sage product and service names mentioned herein are registered trademarks or trademarks of Sage Software, Inc., or its affiliated entities. All other trademarks are the property of their respective owners. 04/2013

5 Sage CRM Implementing Sage CRM v7.2 Contents Welcome and Introduction... 1 Sage CRM System Overview... 6 Sage CRM (On-Premises) System Architecture Overview... 7 Server Hardware Recommendations and Requirements... 9 Server Software Requirements Browser Requirements to Access Sage CRM End-User Requirements for Sage CRM Sage CRM v7.2 Installation Installation Requirements Installing Sage CRM Post-Installation Information and Configuration Lesson Review The Sage CRM System Administrator Responsibilities of the Sage CRM Administrator Logging On as the Sage CRM Administrator Navigating the Administration Area Administration Setup Requirements Configuring Global User Settings Lesson Review Security Management Security Profiles Overview Security Profiles Management Territories Overview Territories Management Security Policies Overview Lesson Review Users and Teams Prepare to Add Users User Administration Adding Users Disabling Users and Reassigning Their Records Monitoring and Controlling Sage CRM User Activity Certified Student Course Curriculum - Version 1.0 Page i

6 Implementing Sage CRM v7.2 Sage CRM Teams Management Adding Teams and Assigning Users Setting User Access Rights to Team CRM Lesson Review Mobile Access Mobile Access Administration Mobile Device Customizations Lesson Review Dashboards What is the Interactive Dashboard? What is the Standard (Classic) Dashboard? Interactive Dashboards Management Giving Users and Teams Access to Interactive Dashboard Templates 153 Setting Your Default Interactive Dashboard Lesson Review Companies Companies Management Finding Companies Adding Companies Making Changes to Companies Lesson Review Persons Person Management Finding Persons Adding a Person to a Company Making Changes to a Person Record Adding a Person Not Related to a Company Merging Companies and People Lesson Review Leads Leads Management Adding Leads Making Changes to and Progressing Leads Page ii Certified Student Course Curriculum - Version 1.0

7 Sage CRM Implementing Sage CRM v7.2 Converting Leads to Opportunities About the Web Lead Feature Lesson Review Opportunities Opportunities Management Adding Opportunities Making Changes to Opportunities Products Management Quotes and Orders Management Creating Quotes Creating Orders Lesson Review Cases and Solutions Cases Management Finding Cases Adding Cases Making Changes and Assigning Cases Solutions Overview Finding Solutions Adding Solutions Setting Up Notifications Lesson Review Communications Tasks Appointments Communications Management Scheduling Tasks and Appointments Lesson Review Documents Documents Management Documents Creation Within Sage CRM Lesson Review Management Certified Student Course Curriculum - Version 1.0 Page iii

8 Implementing Sage CRM v7.2 Sage CRM Writing and Sending from Sage CRM Recording Outbound s to Sage CRM Recording Incoming s to Sage CRM CMailServer in the Training Environment Configuration Settings Templates Aliases Lesson Review Microsoft Outlook and Exchange Server Integration Classic Outlook Integration Requirements Using Sage CRM Actions Within Outlook Filing from Outlook to Sage CRM Filing Options in Sage CRM Adding and Synchronizing Contacts Between Outlook and Sage CRM Synchronizing Appointments and Tasks Lesson Review Library Management Viewing and Managing the Library Size Lesson Review Data Upload How Data Upload Works Preparing the Source File for Data Upload Configuring and Running the Data Upload Troubleshooting Data Upload Lesson Review Maintain and Troubleshoot Your Sage CRM Installation Backing Up and Restoring a Sage CRM Database Performing the Database Backup and Restore Troubleshooting Issues and Solutions Summary Page iv Certified Student Course Curriculum - Version 1.0

9 Sage CRM Implementing Sage CRM v7.2 Lesson 1 Welcome and Introduction Welcome to the Implementing Sage CRM v7.2 course. This course is intended to provide you with the skill to install and implement Sage CRM (on-premises) at client locations. During this course, you will complete a series of exercises designed to help you meet the following objectives: Understand the Sage CRM architecture and the requirements to successfully install Sage CRM. Understand the Sage CRM System Administrator role and perform several setup tasks before others start using the software. Manage Sage CRM access with Security Profiles, Territories, Users and Teams, and Mobile permissions. Understand the significance of the six major Sage CRM entities of Company, Person, Lead, Opportunity, Case, and Communications and how to manage those entities. Support relationships and communications with companies and contacts in documents and . Communicate with contacts and track those communications with your calendar, , Outlook synchronization, and more. Populate the Sage CRM database with data from other sources, such as web leads, Outlook or Exchange contacts, and files. Certified Student Course Curriculum - Version 1.0 Page 1

10 Implementing Sage CRM v7.2 Sage CRM Welcome and Introduction (continued) How to Use This Curriculum The following table describes the conventions used in this curriculum Convention Step numbers versus Practice numbers Italic font in a Practice Courier font in a Practice Explanation Step numbers are not part of a Practice and are intended to provide you with the steps typically used to complete a task. Practice numbers appear in bold and are completed in class. Items that are part of a Practice and appear in an italic font indicate you need to select a task or perform a specific action to complete the step (for example, click OK). Items that are part of a Practice and appear in courier font indicate information you should enter (for example, at the Customer No. field, enter 01-ABS). Related Training and Other Resources The following related training and other resources are available: To learn more about training opportunities added throughout the year, visit To access forums and blogs, sales and marketing resources, and addons, components, and applications to extend your Sage CRM system, visit and register at the Sage CRM Community Forum at https;// As a Partner, you can access the Partner Portal to manage your leads and opportunities, find solutions in the Knowledgebase, view your prospect and customer account information, and more. Visit The Sage CRM System Administrator Guide is provided with the installation files. To find the guide, you can browse the installation files and look for the Sage > Documentation folder. You do need a PDF reader, such as Adobe Reader, installed to open and view the guide. Page 2 Certified Student Course Curriculum - Version 1.0

11 Sage CRM Implementing Sage CRM v7.2 Welcome and Introduction (continued) About the Demo Data The exercises rely on the demo data being loaded into the Sage CRM database during installation. The demo data is designed for training and testing purposes. More information about the demo data is discussed in each lesson, if applicable. This sample data belongs to a fictitious company known as Panoply Technologies located in Burlington, MA. Knowing how this company is set up will help you better understand some of the Sage CRM concepts in future lessons. Panoply Technologies sells products and services related to computer software. The services include consulting and training. Panoply Technologies currently has over 1,200 companies with over 1,700 contacts in different countries in their Sage CRM database. Panoply Technologies has a staff of 17 people and a System Administrator; all of whom have access to Sage CRM. Each Sage CRM user has an assigned Security Profile which determines what they can access and functions they can do in Sage CRM. Currently, there are eight user security profiles. The organization is divided into five departments: Customer Service, Direct Sales, Marketing, Operations, and Telesales. These five departments make up the teams in Sage CRM. Panoply Technologies uses the Sage CRM concept of territories to group people from different departments, according to physical region or specialty. Certified Student Course Curriculum - Version 1.0 Page 3

12 Implementing Sage CRM v7.2 Sage CRM Welcome and Introduction (continued) There are several Panoply Technologies users you will be logging on as during the training to complete the exercises: System Administrator: Manages the entire Sage CRM system for Panoply Technologies. The System Administrator logs on to Sage CRM with the user name of admin and no password. Susan Maye: Susan manages sales for the US & Canada. She is located in New York. She logs on to Sage CRM with the user name of mayes and no password. Kylie Ward: Kylie manages the Customer Care department. She is located in Dublin. She logs on to Sage CRM with the user name of wardk and no password. Graham Rogers: Graham is a Customer Care agent and he works for Kylie Rogers. Graham logs on to Sage CRM with the user name of rogersg with no password. Note: So that you do not have to remembers passwords to complete the exercises, the demo data users do not have passwords to log on to Sage CRM. When you use Sage CRM in a real environment, you should set up passwords for all users. The products Panoply Technologies sells are grouped into four product families: Consulting, Licenses, Servers, and Training. They currently use three pricing lists for their products: Partner, Retail, and Wholesale. Potential sales look pretty good as there are over 120 opportunities in progress. Many of these opportunities were converted from leads. The possibility for opening more opportunities is also good as the teams are working on qualifying another 200 leads. Customer issues are low to average for the amount of sales. Currently, there are approximately 50 cases in progress. Panoply Technologies is working to build a knowledge base of solutions for customer-reported issues. Panoply Technologies uses the default Sage CRM workflow actions for cases, opportunities, solutions, and leads. Page 4 Certified Student Course Curriculum - Version 1.0

13 Sage CRM Implementing Sage CRM v7.2 Welcome and Introduction (continued) What You Are Using in the Training Environment This section explains the hardware, software, and browser you will be using in the training environment. In your training environment virtual image, you already have installed: Application server: Microsoft Windows Server 2008 R2 (Standard) 64-bit Web server: Internet Information Services (IIS) bit Database server: Microsoft SQL Server 2008 R2 (Standard Edition) 64-bit Browser: Internet Explorer v8 Microsoft SQL Management Studio to manage the database Microsoft Visual Studio 2010 Microsoft Office 2010 with Excel and Word Outlook 2010 with a Sage CRM user account configured for Susan Maye (demo data user) CMailServer - Small, free trial server and web mail server software that enables you to send and receive for the training. Accounts and domains are already configured. (CMailServer is developed by Youngzsoft and is in no way affiliated with Sage Software, Inc.) Adobe Reader Adobe Flash Player Notepad Google Chrome 7Zip You will be installing the Sage CRM application and database on the same server. Note: For information on how to install Sage CRM on a dedicated application server and database server, or how to install in a multi-server environment, see the Sage CRM Installation and Upgrade Guide. This guide is available with the installation files under the Sage > Documentation directory. Editions of Sage CRM Sage CRM is a customer relationship management (CRM) solution that automates sales, customer service, and marketing operations. Sage CRM can be easily customized for your unique business requirements. Two editions of Sage CRM are available in North America: Sage CRM Professional (cloud) Sage CRM (On-Premises) This course covers the Sage CRM (on premises) edition. Certified Student Course Curriculum - Version 1.0 Page 5

14 Implementing Sage CRM v7.2 Sage CRM Lesson 1 Sage CRM System Overview Sage CRM is a customer relationship management (CRM) solution that automates sales, customer service, and marketing operations. Sage CRM can be easily customized for your unique business requirements. The topics in this lesson include: Sage CRM (On-Premises) System Architecture Overview Server Hardware Recommendations and Requirements Server Software Requirements Browser Requirements to Access Sage CRM End-User Requirements for Sage CRM Page 6 Certified Student Course Curriculum - Version 1.0

15 Sage CRM Implementing Sage CRM v7.2 Sage CRM (On-Premises) System Architecture Overview For a typical Sage CRM (On-Premises) installation, you install and run Sage CRM on an application server that has a supported server operating system along with a supported web server Internet Information Services (IIS) web server role. The Sage CRM database can be installed on the application server or it can be installed on its own database server. Whether installed with the application or on its own server, the database needs a supported database platform of Microsoft SQL Server or Oracle. The installer detects which database platform is installed and installs the appropriate database type. For those who plan to access Sage CRM, whether on a desktop computer, laptop, or supported mobile device, you do not need to install Sage CRM to use it. To access and use Sage CRM, you need to be set up with a user name and password, have a supported web browser, and the URL address information to connect to Sage CRM. The following diagram shows an overview of the Sage CRM architecture. Certified Student Course Curriculum - Version 1.0 Page 7

16 Implementing Sage CRM v7.2 Sage CRM Sage CRM (On-Premises) System Architecture Overview (continued) Key Components The following table explains some of the key components in the diagram. Component User Workstation Application Server IIS Web Server Database Server JDBC ADO Description Includes a supported client operating system and web browser. It can be a desktop or laptop computer, or a supported handheld device. Includes a supported server operating system along with an Apache tomcat server used for the Interactive Dashboards functionality. Other services are installed. Includes the functionality to run the Sage CRM web site. The IIS web server can be installed on the same server as the application server. Includes the structure, or schema, for Sage CRM with either a supported Microsoft SQL Server or Oracle platform. Your database platform can be installed on a separate database server or on the same server as the application. Java Database Connectivity API executes common SQL statements to the database for the Interactive Dashboards. ActiveX Data Objects is a set of Component Object Model (COM) objects for accessing the database. Note: Other client applications are available as add-ons to the base product. In this training environment, we are working with the base Sage CRM (On-Premises) product. Page 8 Certified Student Course Curriculum - Version 1.0

17 Sage CRM Implementing Sage CRM v7.2 Server Hardware Recommendations and Requirements The following sections provide general hardware recommendations for typical Sage CRM installations, as well as specifications for larger Sage CRM installations. Note: These recommendations assume that Sage CRM is the only application software installed on the servers. If you are running additional software or web applications on the planned servers, you need to add the requirements of that additional software to the Sage CRM recommendations. General Recommendations Memory size is critical to performance. See the following sections for memory size recommendations for the web server and database server. Adequate backup and recovery capabilities. An un-interruptible power supply. We suggest that you have a stand-by system with access to recent database backup file. This standby system should have a very similar configuration to the primary production system. The standby system can also be used for development and testing of Sage CRM customizations and add-on components. Disk space requirements vary widely based on the number of customer records, archiving plans, and backup policies. The disk space can also vary widely based on the amount of information held for each customer. Therefore, it is important to try to estimate this prior to installation and purchase sufficient disk storage to allow for significant growth in the volume of data. See the following sections for recommendations for the application/web server and database server. For older hyper-threading capable CPU s, hyper-threading should be turned off. It is important to keep in mind what type of user will be working with the system. For example, 200 call center users will use the system more intensively than 200 sales and marketing users. The following disk space and server memory recommendations apply to call center type users on a non-customized system. Please keep in mind that product customizations can significantly impact the performance of Sage CRM and should be carefully evaluated when specifying hardware. Certified Student Course Curriculum - Version 1.0 Page 9

18 Implementing Sage CRM v7.2 Sage CRM Server Hardware Recommendations and Requirements (continued) Application/Web Server Recommendations Disk Space: Use disk mirroring (RAID 1). Memory size: Should have at least four gigabytes (4 GB) of memory. Database Server Recommendations Disk Space: Use a RAID 10 disk array system. The RAID 10 allows you to swap out a failed drive with minimal disruption to your production environment and improves performance. Larger sites should consider the use of a fibre channel SAN. Memory size: Should be no less than the anticipated database size after one year plus one gigabyte (1 GB). If you expect the database to be six gigabytes (6 GB) after one year, plan on a server with at least seven gigabytes (7 GB) of memory. Note: By default, the database size is 512 MB. During installation, you can add to the initial size of the database. Or, you can change it later on the actual database itself. Page 10 Certified Student Course Curriculum - Version 1.0

19 Sage CRM Implementing Sage CRM v7.2 Server Hardware Recommendations and Requirements (continued) Server Installation Guidelines Based on Number of Users The following table shows the recommended server and processors count based on the number of users. Number of users Servers Processors < 50 One - Provided the database size is less than two gigabytes (2 GB) and there is a minimum of four gigabytes (4 GB) of RAM on the server. The machine should have two quad core processors, but need not to be high specification, e.g. Intel Xeon E5330 or AMD Opteron > 50 but < 200 Two - One application server and one database server. > 200 Two - One application server and one database server. The machines should have two quad core processors, e.g. Intel Xeon X5550 or AMD Opteron 2382, but higher specification processors should be considered to allow for growth. The processors in each of the machines must be high specification, for example, AMD Opteron 8431 or Intel Xeon E7450. Several hundred Multi-server Sage CRM should be considered. The processors in each of the machines must be high specification, for example, AMD Opteron 8431 or Intel Xeon E7450. The database server should be dual six core, such as Intel Xeon X7460. Certified Student Course Curriculum - Version 1.0 Page 11

20 Implementing Sage CRM v7.2 Sage CRM Server Hardware Recommendations and Requirements (continued) Test Servers We recommend that you have one or more test servers to replicate the above guidelines. One server is sufficient for this unless benchmarking is being run, in which case, you should replicate the server specification and configuration as closely as possible. Future phases of projects and change requests may need a test environment after the initial "Go Live" is achieved. Page 12 Certified Student Course Curriculum - Version 1.0

21 Sage CRM Implementing Sage CRM v7.2 Server Software Requirements The following sections detail the required software for all servers in the Sage CRM installation as well as additional software and plugins you may need. Required Application, Web, and Database Server Software The Software Support Matrix provides an overview all the requirements for Sage CRM v7.2. The matrix is located at: The following tables show the supported application server, web server, and database server versions for Sage CRM v7.2. Prior to installing Sage CRM, you must have one each of the supported application server, web server, and database server products installed and working correctly. In addition to Sage CRM license costs, you need to have independently purchased licenses for the server products. Note: Sage CRM is a 32-bit application which installs on a supported 32-bit or 64-bit server operating system. There is no difference to the user experience while running Sage CRM on a 64-bit server operating system. Certified Student Course Curriculum - Version 1.0 Page 13

22 Implementing Sage CRM v7.2 Sage CRM Server Software Requirements (continued) Sage CRM can be run in a virtualized environment. Configuration, setup, and performance of the virtual environment are the responsibility of your IT department. Note: It is recommended that when installing Sage CRM, a dedicated SQL Server user should be set up and used, not the sa user. Or, ensure there is a backup user with the same privileges as the sa user in SQL Server. In the training environment, we are using the sa user with a password of password. Additional Server Software and Plugins In addition to the required server applications, the following third-party applications and plugins may need to be installed on the servers. Some plugins are automatically installed with Sage CRM. Adobe Reader: To view Sage CRM reports in Adobe PDF format and to use the Sage CRM documentation. Adobe Reader can be downloaded for free from Adobe Flash Player: To display and/or interact with the enhanced Sage CRM report charts. Adobe Flash Player can be downloaded for free from Microsoft Office applications: To run mail merges, Word 2007 or 2010 must be installed. To export and upload data, Excel 2007 or 2010 must be installed. Microsoft Exchange Server: To integrate Sage CRM with Microsoft Exchange Server for scheduling and synchronization of appointments and contacts instead of using Classic Outlook integration. Exchange Web Services must be enabled and One Exchange account must be set up which uses Impersonation. Note: In the training environment, you will be using Classic Outlook Integration and not Microsoft Exchange Server Integration. Crystal Reports Server: To create and run Crystal Reports, version XI is required. Note: In the training environment, you will not be running reports, so Crystal Reports server is not available. The following table shows the third-party supported versions. Page 14 Certified Student Course Curriculum - Version 1.0

23 Sage CRM Implementing Sage CRM v7.2 Browser Requirements to Access Sage CRM Sage CRM allows cross-browser compatibility. What this means is that you can access and use most functionality in Sage CRM v7.2 with one or more of the following supported browsers. Required Browser Settings Check that your browser has the following settings: Must allow popups (Disable Popup Blocker) Must allow file downloads For Internet Explorer users, you set the Sage CRM web site as a Trusted Site and then lower your security settings for Trusted Sites. Browser Limitations When Using Sage CRM The overall user experience and functionality throughout the Main Menu in Sage CRM is mostly consistent across the supported browsers. However, there are some differences within browsers to be aware of in the Main Menu area. The differences are: Hot Keys: The documented hot keys, such as Alt + T to create a new task from the Calendar tab, are supported in Internet Explorer. Most of the short cut keys can be invoked in the other browsers as follows: Firefox: Use Alt + Shift + Key and then press Enter. Chrome: Use Alt + Shift + Key Safari: Use Alt + Key Certified Student Course Curriculum - Version 1.0 Page 15

24 Implementing Sage CRM v7.2 Sage CRM Browser Requirements to Access Sage CRM (continued) The following table indicates the features that are supported for the different browser versions. Feature IE Firefox Chrome Safari Send using Outlook X Drop files here area X X Multiple file select and upload X X Classic Outlook integration Crystal Reports Classic Dashboard Outlook Plug-in for Exchange Self-service demo web site CTI Administration area X X X X X X X Page 16 Certified Student Course Curriculum - Version 1.0

25 Sage CRM Implementing Sage CRM v7.2 End-User Requirements for Sage CRM To access and use Sage CRM, requires a supported client operating system with a supported web browser. Browser requirements and limitations were explained in the Browser Requirements to Access Sage CRM section. The following table shows the supported client operating systems. To use some Sage CRM features and view documentation from your desktop computer or laptop, you may need to install additional software. If you plan to access Sage CRM using a supported mobile device or tablet, see the Mobile Access section. Note: To download and install some plugins, your browser must be configured to accept plugins. It is a good idea for the Sage CRM System Administrator to provide instructions on how to configure the supported browser to accept plugins. Plugins and features requiring browser configurations are indicated with a blue asterisk (*). Adobe Reader: To view Sage CRM reports in Adobe PDF format. The Adobe Reader can be downloaded for free from Adobe Flash Player: To display and/or interact with the enhanced Sage CRM report charts. The Adobe Flash Player can be downloaded for free from Crystal Report Designer Version XI: To create Crystal Web Reports. All users can run Crystal Web Reports that have been set up on the server. Crystal Designer is required to view Crystal Reports. Note: In the training environment, you will not be running reports so Crystal Report Designer is not available. Microsoft Office applications: To run mail merges, Word 2007 or 2010 must be installed. To export and upload data, Excel 2007 or 2010 must be installed. To use with Classic Outlook Integration for synchronization of contacts and calendars between Sage CRM and Outlook, Outlook 2007 or 2010 must be installed and an account configured. Certified Student Course Curriculum - Version 1.0 Page 17

26 Implementing Sage CRM v7.2 Sage CRM End-User Requirements for Sage CRM (continued) (*)Outlook Plugin for Classic Outlook Integration: To use the legacy Outlook Integration feature with Sage CRM. This plugin only works with Outlook 2007 or 2010 and you must use Internet Explorer as your browser. This feature is supported for accounts running on Microsoft Exchange Server MAPI or POP3. Roaming Profiles are not supported. (*)Outlook Plugin for Exchange Integration: To use the integration feature between Sage CRM and Microsoft Exchange Server. This plugin works with Outlook 2007 or To see the plugin download button and install it manually, you must have been given access by the System Administrator. Or, the System Administrator can distribute the plugin to end users by Active Directory Group Policy. Note: In the training environment, you will be using Classic Outlook integration only. An Outlook account is already set up for a Sage CRM user. Microsoft Vista and other Client Requirements and Limitations If you plan to access Sage CRM using a supported Vista environment, you must set the Sage CRM URL address as a Trusted Site. Also, with Vista, advanced Search Select icons are not visible in Sage CRM. Additionally, if you use a client that has User Account Control (UAC) enabled, you might want to disable it. Page 18 Certified Student Course Curriculum - Version 1.0

27 Sage CRM Implementing Sage CRM v7.2 Lesson 2 Sage CRM v7.2 Installation In the following lesson, you will learn how to install Sage CRM v7.2 on a server, which all Sage CRM users can access with a supported web browser. You will install the application and database on the same server. Use the Company Name and License key provided by the trainer. Install the demo data so you can have data available for future exercises. After installation, you will learn about the services, folders, and other processes added to the servers, as well as how to open IIS Manager to view and manage the Sage CRM web site. You will also learn how to open Microsoft SQL Server Management Studio to view and manage your Sage CRM database. Note: Microsoft Windows 2008 Server R2 and IIS 7.5 are already installed as your application and web server environments. Microsoft SQL Server 2008 R2 is already installed and configured for the database. Installation Requirements Installing Sage CRM Post-Installation Information and Configuration Lesson Review Certified Student Course Curriculum - Version 1.0 Page 19

28 Implementing Sage CRM v7.2 Sage CRM Installation Requirements Sage CRM requires the following software, updates, and access rights for proper installation. It is important that you understand these requirements for first-time installation as well as for future upgrades or re-installation. Refer to you Sage CRM Installation and Upgrade Guide for additional requirements and explanation for each item. This guide is available with the installation files under the Sage > Documentation directory. Preparing to Install Before you install Sage CRM, do the following: Have Administrator rights on the application/web server, and database server: (depending on your configuration). You should have logged on to the server as the Administrator user, or have a user log on with Administrator rights. Get the License key and company name: The license key was provided when the Sage CRM purchase was made. This license key is directly tied to the company name used with the purchase. During installation, you must enter the license key and company name exactly as provided. If you plan to have multiple Sage CRM installations, you must have a unique valid license for each installation. In the training environment, you will be using the License key in the Class Files folder. Note: If you plan to allow users mobile access to Sage CRM, you will need a mobile license key. The license used in the training environment has mobile access. Get the Sage CRM Installation DVD or the Installation Download: The install includes a setup utility that you can use to install Sage CRM, documentation in PDF format, and a Microsoft SQL Server Express evaluation install. In the training environment, the installation files are located in the Class Files folder. Page 20 Certified Student Course Curriculum - Version 1.0

29 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM You will use the Sage CRM installation disk or downloaded setup.exe to install Sage CRM. In the training environment, the installation files are provided in the Class Files folder. Required Components The Sage CRM installation checks for required components that it needs to function. If these components are not on the web/application server, they will either be installed for you or you are messaged with the specifics of the missing component. These required components are: FOP conversion software: Used to convert Sage CRM reports to PDF format. The FOP conversion software is developed by Apache Software Foundation ( Java Runtime Engine: The FOP conversion software requires the Java Runtime Engine (version 1.4 or higher). IIS 7.0 required components:.net Extensibility, ASP, ISAPI Extensions, and ISAPI Filters. If an IIS 7.0 component is not installed, you are messaged with the specifics of the missing component. Because we are using IIS 7.5 in the training environment, the components are already installed for you. Certified Student Course Curriculum - Version 1.0 Page 21

30 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) Installation Options and What They Mean During a first-time Sage CRM installation, you are presented with several installation options. When you install for a second time on the same server, several new options appear. These second-time install options are indicated by an (*) in the following table. Installation option Initial database size *New install *Upgrade previous version of CRM *Change existing install of CRM What happens when selected Lets you change the default size of 512 MB to a larger size to allow database growth. Must be specified in MBs with no decimal places. Installs the current version of Sage CRM. You can have multiple Sage CRM installations on the same server if you have a unique license key for each one and the server has sufficient memory. Upgrades the installed Sage CRM version (if it is a supported version that will upgrade) to the current version. As with all upgrades, it is recommended that you make a full backup of your data prior to upgrading. Enables you to change specific components in the installed Sage CRM version without the need to do a full upgrade. Components you can reinstall using this option are the Database, Registry, Program Files, IIS Aliases, and License Key. Note: The ability to change the license key allows you add on Sage CRM features that were not purchased as part of the original license or you can increase the number of licensed users. *Complete reinstall Include basic demo data No demo data Enables you to reinstall the existing Sage CRM version. The existing installation, including all default folders, is overwritten. A backup of your existing installation is recommended. Creates a database that includes sample demonstration data, such as companies, leads, opportunities, cases, solutions, communications, people, territories, users, campaigns, and workflows. You would use this option if you wanted to get familiar with how to use Sage CRM and the type of information required or you are doing demonstrations. For a real-world production environment, you will not usually load the demo data because it consumes a user license. For example, if you purchased a 10-user license, you will only have the ability to let nine other users log on concurrently. Note: We will use this option in the training environment. Creates a database with no sample data, but does have sample workflows that you can use. Page 22 Certified Student Course Curriculum - Version 1.0

31 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) Install Sage CRM In this Practice, you will install Sage CRM for the first time. Use the following criteria to install a new version of Sage CRM on a single server setup: Use the Setup.exe file located at C:\Student Use the company name and license found in the C:\Student 1. Browse to the Setup.exe file located at C:\Student. 2. Double-click the Setup.exe file to launch the installation wizard. The Sage CRM Installation page appears. 3. Click Install Sage CRM 200. Certified Student Course Curriculum - Version 1.0 Page 23

32 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 4. The following page appears. 5. Click Next. Page 24 Certified Student Course Curriculum - Version 1.0

33 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 6. The License Agreement page appears. 7. Click I accept the terms of the license agreement. Note: If you do not accept the terms of the license agreement, you cannot proceed with installation. 8. Click Next. Certified Student Course Curriculum - Version 1.0 Page 25

34 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 9. The User Details page appears. 10. Do the following: In the Name field, you can keep the default of Windows User or you can type a different name. (This field is not used for verification purposes). In the Company Name field, type Sage Training. This is for the training environment only. You would type the actual company name as provided for the license key. In the License field, type the license key. For the training environment, browse to the C:\Student and open the Sage CRM License file in Notepad. You can copy the Sage CRM license key and paste it into the License field. Warning: The Company and License fields must exactly match the information you receive in your license key file. 11. Click Next. Page 26 Certified Student Course Curriculum - Version 1.0

35 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 12. The Database Selection page appears. This page is used by the installation to determine if the database will be installed on the application/web server or on its own database server. 13. If you have an existing Microsoft SQL Server installation, select Existing Microsoft SQL Server. For the training environment, we do have Microsoft SQL Server already installed, so select that option. If you plan to do demos or other training, you can always install Microsoft SQL Server 2008 Express. 14. Click Next. Note: If you are using an Oracle environment, you will see that option. It shows on this screenshot because the virtual environment was created using Oracle VM VirtualBox Manager. Certified Student Course Curriculum - Version 1.0 Page 27

36 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 15. The Installation Name page appears. 16. In the field, type your preferred installation name. You can use up to 12 characters. Do not leave blank spaces. This name is used for the database name, database alias, and the installation directory. It is recommended that you keep the word CRM in the name so that you can easily identify it. For the training environment, type CRMTRAINING. 17. Click Next. Page 28 Certified Student Course Curriculum - Version 1.0

37 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 18. The Choose Destination Location page appears. 19. The default installation location is C:\Program Files(x86)\Sage\CRM. When launching the Sage CRM home page, IIS looks in this location. We recommend leaving the default location. 20. Click Next Certified Student Course Curriculum - Version 1.0 Page 29

38 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 21. The Database Server Login page appears. 22. Do the following: a. In the Database Server field, from the list, select the name of database server that will host the database. For the training environment, your server name is SRV[XX]\SQLEXPRESS, so enter that in the field. (Substitute the XX in the server name with the number of your assigned training server.) You can click Browse to locate the server, but it may not appear, so it is best to type the server name in the field. b. In the Port Number field, a default available port number appears. If required, type a different port number. For the training environment, keep the default. c. In the Initial Database Size field, the default size is 512 MB. For the training environment, keep the default. In a real-world production environment, you can increase the database size to accommodate future growth, for example: 1024 MBs = 1GB. You must type an integer value. Keep in mind, if you increase the size now, you may need more disk space and/or memory size. d. In the Login ID and Password fields, by default, the authentication login of sa appears if you have an existing Microsoft SQL Server account. You would type the password for the sa login. For the training environment, because we have an existing SQL Server installation, enter the password of password. 23. Click Next. Page 30 Certified Student Course Curriculum - Version 1.0

39 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 24. After a successful connection to the database, the Select Setup type page appears. 25. For the training environment, select Include basic demo data to have demonstration data preloaded into your database. In most cases, you will select No demo data. 26. Click Next. Certified Student Course Curriculum - Version 1.0 Page 31

40 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 27. The Select Install add ons page appears. 28. Click Next to skip the installation of the Sample Self Service support site. Page 32 Certified Student Course Curriculum - Version 1.0

41 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 29. The Default Currency page appears. 30. In the Currencies field, select a currency that Sage CRM will use. For the training environment, keep the default of US Dollars. 31. Click Next. Note: If you do not see your currency in the list, you can add it. To add a currency, click New. In the New Currency dialog box, type the currency name, for example Swiss Franc, and its internationally recognized code, for example CHF, and click OK. The new currency appears in the selection list. Certified Student Course Curriculum - Version 1.0 Page 33

42 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 32. The CTI Information page appears. CTI stands for Computer Telephone Integration. You must have CTI installed and configured to use it with Sage CRM. 33. If you do have CTI configured and set up, select a country, and then enter the appropriate information in the remaining fields. 34. For the training environment, we do not have CTI installed, so click Next. Page 34 Certified Student Course Curriculum - Version 1.0

43 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 35. The HTTP Protocol and Proxy setting page appears. 36. If you have configured IIS to use HTTPS (HTTP over SSL or HTTP Secure) which is the use of Secure Socket Layer (SSL) or Transport Layer Security (TLS), select Use HTTPS. If you use a proxy server for internet access, select Use proxy. 37. For the training environment, we are not using either, so click Next. Certified Student Course Curriculum - Version 1.0 Page 35

44 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 38. The Start Copying Files page appears. This means the installation has the needed information and can proceed. Note: Because this page contains all the information about your installation, you may want to copy the text and paste it into a Notepad or text file, or press Print Screen on your keyboard to print a screen shot and keep it for future reference. 39. Review the information, and if something does not appear correct, click Back to make the correction. 40. If you are satisfied with all the settings, click Next to proceed with the Sage CRM installation. 41. If setup detects that IIS is already running on the server, a message appears asking you to confirm that setup can stop IIS in order to continue the installation. Click Yes. (If you click No, setup is cancelled). Page 36 Certified Student Course Curriculum - Version 1.0

45 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 42. The following page appears allowing you to register your Sage CRM system. The registration details are sent to the Sage CRM registration server as a background process. If this is not successful, the registration can be completed manually from within Sage CRM in Administration > System > License Key Details. A blue banner is displayed in Sage CRM until the product is registered. Note: A message appears if the same license key is registered more than three times. 43. Click Next. Certified Student Course Curriculum - Version 1.0 Page 37

46 Implementing Sage CRM v7.2 Sage CRM Installing Sage CRM (continued) 44. Installation begins and may take several minutes. When installation is complete, the following page appears. 45. By default, options to Launch Sage CRM 200 now and View the Readme file are selected. In most situations, you would like leave these options selected, but for the training environment, click to clear both options. 46. Click Finish. You will be using the Readme file to open Sage CRM in the next lesson. Page 38 Certified Student Course Curriculum - Version 1.0

47 Sage CRM Implementing Sage CRM v7.2 Installing Sage CRM (continued) 47. The Sage CRM Install CD browser page appears. From this page, you can View Documentation or go to the Sage CRM web site. 48. Click Exit to the close the browser. Certified Student Course Curriculum - Version 1.0 Page 39

48 Implementing Sage CRM v7.2 Sage CRM Post-Installation Information and Configuration The Sage CRM installation automatically added required services, folders, registry changes and other processes to the application/web and database servers, depending on the server configuration. It is a good idea to understand these items so that if you have to troubleshoot issues in the future, you will know where to look About the Readme File The Readme file contains information concerning your installation. If you did not open the Readme file from the installation panel, you can open it from Start > All Programs > Sage CRM 200 > CRMTraining Readme. Logon page information. Use the link to log on to Sage CRM. The link is a URL address automatically generated in the Readme file based on the installation settings. For example, the link looks like this: You will provide this URL address to users so that they can log on to Sage CRM. Documentation. Adobe Reader is required to view the documentation. The list below shows all the documentation files included with the installation: Sage CRM Developer Guide Sage CRM Quick Start Guide Sage CRM Release Notes Sage CRM Self Service Guide Sage CRM Solo Guide Sage CRM Installation and Upgrade Guide Sage CRM Software Support Matrix Sage CRM System Administration Guide Sage CRM User Guide Sage CRM What s New Guide Sage CRM Wireless Mobile Guide Page 40 Certified Student Course Curriculum - Version 1.0

49 Sage CRM Implementing Sage CRM v7.2 Post-Installation Information and Configuration (continued) Active version numbers. The following are a list of the version numbers for the major modules. It is a good idea to know where to find this information if you need to provide information to Sage ACT! technical support. File eware.dll Version Document plugin Outlook plugin XML parser 4.0 Additions to the Application/Web Server You will see the following services and folders were added to the web/application server. Added Services To view the services, select Start > Administrative Tools > Services Apache Tomcat Service: Used by the Interactive Dashboards and SData features. By default, this service is automatically started. CRM Manager Service: Used by the Management Server to file received s. By default, this service is not automatically started. It is only active when the Sage CRM Manager is configured by the Administrator. Set up is covered in the Management section. CRM Escalation Service: Used to run escalation rules in Sage CRM. By default, this service is not started. Escalation has to be enabled in Sage CRM by the Administrator for users to access it. In the training environment, we are not covering escalation rules. CRM Indexer Service: Used by search to find records. By default, this service is automatically started upon installation to initially build the index. Later, it is used to update the index with additions and changes to database records. The index is stored at C:\Program Files(x86)\Sage\CRM\<Installation Name>\Library\FullText.ix. Certified Student Course Curriculum - Version 1.0 Page 41

50 Implementing Sage CRM v7.2 Sage CRM Post-Installation Information and Configuration (continued) CRM Integration Service: Used with the Integration Framework developed in Dublin, Ireland. By default, this service is not started. It is intended for Sage CRM operating companies to assist in integrating Sage CRM within a Sage product line. Currently, it is not being used. Added Folders To view the services, select Start > Administrative Tools > Services By default, the folder location for Sage CRM exists at C:\Program Files(x86)\Sage\CRM. If you selected to install the program to another location, it would exist at that location. Note: If you installed Sage CRM on a 32-bit operating system, the default install location is C:\Program Files\Sage\CRM. Because we installed on a 64-bit operating system, the install location uses the (x86) in the location name. [InstallName]: This folder contains the Sage CRM program files. IIS looks in this location for the Sage CRM home page. Additional subfolders may include: Library, Logs, Readme, Setup, snapshots, SQLLite, tomcat, and WWWRoot depending on your installation. These folders should not be deleted or moved as they are integral to Sage CRM functioning correctly. CRMDotNet: This folder is for use in CRM.net development and installing the Software Development Kit (SDK) and.net Templates. To install the SDK, extract the files from CRMSDK.zip and run the SETUP.EXE file. Page 42 Certified Student Course Curriculum - Version 1.0

51 Sage CRM Implementing Sage CRM v7.2 Post-Installation Information and Configuration (continued) Services: This folder contains the CRM Manager Service application, the CRM Escalation Service application (including Scripts folder), the CRMIndexerService.exe file, and the CRM Integration Service application. Registry Changes Registry changes contain information about the Sage CRM license. To view this information, on the web/application server, click Start > Run. In the Run dialog box, type regedit and click OK. Expand Hkey_Local_Machine > Software > Wow6432Node > eware. Under Config > [InstallName], Sage CRM licensing information appears. Warning: Do not make changes to the registry unless directed to do so by Sage Technical Support. The Sage CRM Web Site in IIS Manager By default, the installation created a Sage CRM web site with your installation name, along with a few other sites, in IIS. To view and manage the Sage CRM web site, click Start > Internet Information Services (IIS) Manager. Expand SRVXX, and then expand Sites. Under Default Web Site, you will find the Sage CRM web sites. Certified Student Course Curriculum - Version 1.0 Page 43

52 Implementing Sage CRM v7.2 Sage CRM Post-Installation Information and Configuration (continued) Additions to the Database Server Whether you installed the database on the same server as the Sage CRM application, or on a separate database server, you can use the Microsoft SQL Server Management Studio tool to access and manage your SQL Server databases. You can use this tool to back up and restore a Sage CRM database. To open Microsoft SQL Server Management Studio, click Start > All Programs > Microsoft SQL Server 2008 R2> SQL Server Management Studio. Connect to your database using the credentials you specified in the installation. Expand the Databases folder to see the installed Sage CRM databases: CRMTRAINING: Database for Sage CRM based on your install name. Post-Installation Required Configuration The following items are recommended to ensure you can access Sage CRM. If using Internet Explorer, add the following sites to Trusted Sites: internet and the Sage CRM URL. If using Internet Explorer, lower the security settings for the Trusted Sites. Disable User Account Control (UAC) (optional). Note: If you are using IIS 7.0 with a 64-bit operating system, after installation of Sage CRM, you need to configure a setting for all application pools under the Default WebSite. See the Sage CRM Installation and Upgrade Guide for steps on how to do this. Page 44 Certified Student Course Curriculum - Version 1.0

53 Sage CRM Implementing Sage CRM v7.2 Lesson Review You completed the following objectives: You installed Sage CRM v7.1 SP2 in a single-server environment. The Company Name and License key text were required for the installation and you used the information as provided by the trainer. You selected to install the database using an existing Microsoft SQL Server installation. You installed the demo data so that sample companies, persons, leads, and more are available for future exercises. After installation, you learned how to open and view the services, folders, and other processes that were added to the servers. IIS Manager is used to view and manage the Sage CRM web site. Microsoft SQL Server Management Studio is used to view and manage your Sage CRM database. Finally, you added the and sites to the Trusted Sites list on the browser you will use to access Sage CRM. If you are using Internet Explorer to access Sage CRM, you lowered the security settings for Trusted Sites. Certified Student Course Curriculum - Version 1.0 Page 45

54 Implementing Sage CRM v7.2 Sage CRM Lesson 3 The Sage CRM System Administrator The Sage CRM System Administrator (Admin) user is automatically created when Sage CRM is installed. The Admin is set up as the first user of Sage CRM. As the Sage CRM super user, the role of the Admin is an important one with varying responsibilities. In this lesson, you will open Sage CRM for the first time as the Admin user. You will also learn about several administration setup tasks you should first before setting up data security and users and teams. The topics in this lesson include: Responsibilities of the Sage CRM Administrator Logging On as the Sage CRM Administrator Navigating the Administration Area Administration Setup Requirements Configuring Global User Settings Lesson Review Page 46 Certified Student Course Curriculum - Version 1.0

55 Sage CRM Implementing Sage CRM v7.2 Responsibilities of the Sage CRM Administrator The duties of the Sage CRM Admin are wide-ranging and can vary widely from one organization to another. In addition to the administration setup tasks mentioned in the opening paragraph, the Sage CRM Admin may be responsible for the following tasks: Monitoring and adjusting data security Adding, removing, or updating user account information, resetting passwords, and more Providing first-level support for users Performing periodic customization tasks, such as maintaining products and modifying document templates Performing occasional advanced customization tasks, such as changing selection lists and screen layouts Performing housekeeping and back-up/recovery tasks Applying updates, patches, and configuration changes Note: The Sage CRM System Administrator Guide available under the Documentation link of the Sage CRM installation download contains explanations and steps for performing tasks as the System Administrator. It is a good reference guide if you need assistance. To view this guide, you need Abode Reader installed. The Online Help is also readily available. Certified Student Course Curriculum - Version 1.0 Page 47

56 Implementing Sage CRM v7.2 Sage CRM Logging On as the Sage CRM Administrator Because the Administrator user is already set up in Sage CRM, whether you load the demo data or not during the installation, the first time you open Sage CRM, you need to log on as the Administrator user. The Administrator user does not have a password, however, it is a good idea to give the Administrator user a password to help maintain the data security of Sage CRM. You can do this at the logon screen by clicking the Change Password check box. Warning: You must use a supported version of Internet Explorer to access the Administration area of Sage CRM. To see the supported IE versions, check the Software Support Matrix at: Page 48 Certified Student Course Curriculum - Version 1.0

57 Sage CRM Implementing Sage CRM v7.2 Logging On as a Sage CRM Administrator (continued) Log On as a Sage CRM Administrator In this Practice, you will open Sage CRM for the first time as the Administrator. Use the following criteria to complete the practice: Use a supported version of Internet Explorer User Name: admin with no password 1. Open the Readme file. To do this, click Start > All Programs > SageCRM200 > CRMTraining Readme. 2. Under the Logging in section, click the hyperlink of the eware.dll. Certified Student Course Curriculum - Version 1.0 Page 49

58 Implementing Sage CRM v7.2 Sage CRM Logging On as a Sage CRM Administrator (continued) 3. The Sage CRM log on screen appears. Note: You can also log on using the CRMTraining shortcut on the desktop. The shortcut was automatically placed on the desktop during installation. Double-click it to open the log on page. In a real environment, the shortcut is named for your installation. 4. In the User Name field, type admin. No password is required for the initial logon. 5. Click Log On. It will take several moments to start the application. When Sage CRM opens, the Welcome Dashboard appears. (Dashboards are discussed in the Dashboards section.) Warning: Due to its high level of security, it is important to change the Admin password. We will not be doing this in the training, but you should change it in a real environment. To do this, on the log on screen, click Change Password. Page 50 Certified Student Course Curriculum - Version 1.0

59 Sage CRM Implementing Sage CRM v7.2 Navigating the Administration Area When you log on as the System Admin, you get two menu options on the left side of the screen: Main Menu and Administration. Let s take a look at the Administration area. On the left side, under Main Menu, click Administration. Certified Student Course Curriculum - Version 1.0 Page 51

60 Implementing Sage CRM v7.2 Sage CRM Navigating the Administration Area (continued) The Administration home page appears. This page lists the broad administration areas in the system and has a description of each area. The description provides an overview of the types of admin tasks you can do in an area. From here, or from the Administration menu on the left side of the screen, you can drill down to individual home pages for each administration area. The individual home pages group related administration tasks and each task has a description. For example, the Users home page includes links to the following areas: user set up, user template creation, user configuration, and team creation. Getting Assistance There are several resources to assist you: In-Product Help: Every Administration area has a Help button located on the page. Depending on which context or mode you are in, clicking Help displays the help topic most closely related to what you are trying to do. Page 52 Certified Student Course Curriculum - Version 1.0

61 Sage CRM Implementing Sage CRM v7.2 Navigating the Administration Area (continued) Admin Guide: The Sage CRM System Administrator Guide is available as a printed resource. You can access the guide from the Welcome Dashboard in the User Guides area of the Welcome, Admin pane. You need Adobe Reader installed to view the guide. Certified Student Course Curriculum - Version 1.0 Page 53

62 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements After logging in the first time, several Administration tasks should be done before you setup data security and users and teams in Sage CRM. These tasks include: Setting the Sage CRM time zone to match the server time zone Limit the type, size, and number of files users can upload Configure de-duplication with fields, match rules, and company clean up lists Review and understand user configuration settings that apply to all users Setting the Sage CRM Time Zone to Match the Server Time Zone The Server Time Zone setting displays the time zone of the server and defines the daylight settings being used in Sage CRM. By default, the server time zone setting in Sage CRM is (UTC) Dublin, Edinburgh, Lisbon, London. Why that time zone? Sage CRM is developed in Dublin so the system uses that time zone as the default. Unless you are installing Sage CRM in one of those cities, you need to change the time zone setting in Sage CRM to match the time zone setting on your application/web server. For example, if the application/web server time zone setting is Eastern Time, then the Server time zone setting in Sage CRM must also be set to Eastern Time. After you adjust the Server time zone setting in Sage CRM, you will need to reset IIS. Each Sage CRM user can adjust their own Time Zone setting after they log on. The My CRM > Preferences tab has a Date/Time Preferences panel that controls the user s time zone for scheduled appointments. You can also see the user s time zone setting in their user profile. Page 54 Certified Student Course Curriculum - Version 1.0

63 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) Preventing Users from Uploading Potentially Harmful and Large Files As the Admin, one of your responsibilities is to protect the integrity of the data as well as maintain the performance of the Sage CRM system. By limiting the type, size, and number of files that users can upload or download to Sage CRM, you are serving both purposes. The Sage CRM Library holds all documents that Sage CRM uses, such as document templates, as well as documents that are attached to records. For example, a user creates a large Powerpoint presentation for a prospective client. This presentation has many graphics. Large files have a cost of disk space and the upload of the file can take time and may cause issues for other Sage CRM users. For file types, you may not want others to download executable files and then upload those to Sage CRM. The settings you can control include: File Extension Restrictions: This setting lists the extensions, separated by a comma, for the types of file you do not want others to upload or download. Some suggested file types to restrict are: exe, vbs, js. By default, no file extensions are listed. This means users can download and upload any type of file. File Size Limitation (MB): This setting restricts the size of any one file which can be uploaded to the Sage CRM Library when using the Add File feature. By default, this is set to 20 MB. File Upload Limitation: This setting restricts the number of files that can be added to the Sage CRM Library at one time when using the Add File feature. By default, this is set to 10 files. Note: See the lesson Library Management for ways to manage and use the Sage CRM Library. Certified Student Course Curriculum - Version 1.0 Page 55

64 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) Set the Sage CRM Time Zone In this Practice, you will set the Sage CRM time zone so that it matches the web server time zone. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Set the server time zone to Arizona 1. To open the Date and Time window, click the time in the lower right corner of your web server s desktop. 2. Click Change date and time settings. 3. Click Change time zone. 4. From the Time zone list, select Arizona. (For an actual installation, ensure it is set to the appropriate region where your web server is located). Page 56 Certified Student Course Curriculum - Version 1.0

65 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) 5. Click OK. 6. Click OK again to close the Date and Time window. 7. Return to Sage CRM. 8. Log on as the Admin (admin, no password). 9. Click Administration > System. 10. Click System Behavior. 11. The System Behavior panel appears. Click Change. You may receive a screen to log on to your server. If you do, in the User name field, enter Administrator and in the Password field, enter password. 12. Under Server time zone, click the down arrow and select the same locale that you set for your web server in Step 2. Certified Student Course Curriculum - Version 1.0 Page 57

66 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 13. Click Save. Because you made a system change, you have to reset IIS so that the Sage CRM time zone change is reflected throughout the system. 14. To reset IIS, click Start > Run. In the Open field, enter iisreset. Click OK. A window opens showing that IIS is stopping and restarting. Page 58 Certified Student Course Curriculum - Version 1.0

67 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) Limit the Files that Users Can Upload to Sage CRM In this Practice, you will limit the type, size, and number of files that users can upload to the Sage CRM library. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Restrict users from uploading files with a.bat extension Change the default File Size from 20 MB to 10 MB Change the default number of files from 10 to 5 1. Log on as the Admin (admin, no password). 2. Click Administration > and Documents. 3. Under Documents, click Documents & Reports Configuration. 4. The Documents/Reports page appears. Click Change. Certified Student Course Curriculum - Version 1.0 Page 59

68 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 5. Make changes to the following fields: In the File Extension Restrictions field, enter.bat. In the File Size Limitation (MB) field, select 10. In the File Upload Limitation field, select Click Save. Configuring Deduplication Deduplication is an important feature for data integrity in Sage CRM. When a new company or person record is added to Sage CRM, deduplication looks at the text entered in the company or person fields and checks for matches in existing records. If a possible match is found, a warning message appears telling you a duplicate record may exist. You can then make the decision whether to override the warning and add the record anyway or not add the new record and review the possible duplicate record to see if it just needs updating. Sage CRM has already set default fields for company and person deduplication. For Company duplicate checking, the Company Name field is set. For Person duplicate checking, the Person First Name and Person Last Name fields are set. Page 60 Certified Student Course Curriculum - Version 1.0

69 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) You can select additional fields that Sage CRM should check for matches to determine if a duplicate exists. Note: You can override the warning and add the company or person. If the record is a duplicate, you can use the Merge feature, described in the Merging Companies and People section to help you keep the database clean of duplicate records. Deduplication checking occurs when: Manually adding a company or person Uploading company or person data from a file Synchronizing contacts between Sage CRM and Outlook (if Outlook Integration is used) Synchronizing contacts between Sage CRM and Exchange Server (if Exchange Server integration is used) Note: Deduplication screens can be customized so that you can have fields that pertain to your business needs. For example, you can add fields from the Address, Person, and Company tables to this screen. Usually this would contain unique core company information such as Address, Zip Code, and fields. In the training environment, we added the demo data at installation, so Deduplication is automatically enabled. In an installation where you do not add the demo data, you must enable Deduplication. Field Match Rules for Deduplication Field Match rules determine the criteria to compare for the text being entered against records in Sage CRM. Some important considerations you need to know when setting up a match rule for a field are: Only ONE match rule can be set up per table column. In other words, you have to decide on one match rule for Company: Name and one for Address: Zip Code. The fields you select for duplicate checking are based on logical "AND"s. This means, all criteria must be met for a match to be found. For example, if you have company deduplication set for the Company: Name AND Address: Zip Code fields and a match rule choice for each field, when you enter a company name and a zip code, the duplicate checking process must find a match according to the rule for both fields in the existing company records. The more fields you add to the Dedupe Search screen, the less likely that the system will detect a duplicate, since ALL the criteria entered must be met. Certified Student Course Curriculum - Version 1.0 Page 61

70 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) The following table explains the deduplication match rule choices. Match Rule Exact Starting with Contains Does Not Match Phonetic Description/Example The entered text is an exact text match of the company name. Example: Design Right Inc. would detect a duplicate with Design Right Inc. The entered text would match the starting letters of the company name. Example: Des or Design would detect a duplicate with Design Right Inc. The entered text is found in the company name. Example: Des, Right, or In would detect a duplicate with Design Right Inc. The entered text does not match any company name. Example: Design Right Inc. would detect duplicates in every company EXCEPT Design Right Inc. The entered text sounds like the company name. Example: Greatcom would detect a duplicate with Gratecom. Clean Up Lists for Deduplication Clean Up Lists make it easier to detect duplicate entries by applying rules that either remove or replace words within the company name. The need for Clean Up Lists is influenced by the detail in which you want company names to appear in Sage CRM. For example, do you want a company name to be entered with abbreviations to the name, such as Bradford & Assoc., or with the full name of Bradford and Associates? A company name clean up list helps you to eliminate the possible variations in the company name by removing or replacing words, phrases or punctuation. There are two choices to consider when creating a Clean Up List: Characters or Strings to Remove list: A list of words, phrases, or punctuation in the company name to be ignored during the duplicate checking process. For example, you may want to ignore the word "Ltd." in all new companies added as this word is not a unique part of the company name. Characters or Strings to Replace list: A list of words, phrases, or punctuation in the company name to be replaced during the duplicate checking process. For example, the abbreviation "&" could be replaced with the word "and" in all the new companies added. Page 62 Certified Student Course Curriculum - Version 1.0

71 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) Note: The removed or replaced word is not physically changed. It is simply ignored or replaced for the deduplication process so that appropriate matches can be found. For the Company Name Clean Up functionality to work, deduplication needs to be enabled. In the next series of exercises, you will: Verify that deduplication is enabled Add another field to the Company Dedupe Search screen for matching purposes and create and test a match rule for the field Create and test two company clean up lists Certified Student Course Curriculum - Version 1.0 Page 63

72 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) Add a Company Field With a Match Rule for Deduplication In this Practice, you will add a field with a match rule to the initial New Company screen for duplication checking. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add the Company Zip Code field to the Company Dedupe Search Screen Set up an Exact match rule for the Zip Code fieldb Test the match rule 1. Log on as the Admin (admin, no password). 2. First, you need to verify that deduplication is enabled. To do this, click Administration > System > System Behavior. 3. Ensure the Deduplication field is set to Yes. Page 64 Certified Student Course Curriculum - Version 1.0

73 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) 4. Now, let s add the zip code field to the Company Dedupe Search screen. The Company Dedupe Search screen is the official name of the initial New Company screen that you see when you manually start to enter a new company into Sage CRM. Click Administration > Customization. 5. Under Primary Entities, click Company. 6. The Company Customization page appears. From this page, you can select to customize fields, screens, lists, tabs, and more for the Company entity. Certified Student Course Curriculum - Version 1.0 Page 65

74 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 7. You want to work with the Company Dedupe Search Screen, so click the Screens tab. 8. A list of customized screens for the Company entity appears. 9. For the Company Dedupe Search Screen, click Customize. Page 66 Certified Student Course Curriculum - Version 1.0

75 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) By default, the Company: Company Name (Comp_Name) field appears in the list to the left. This means that Deduplication is already set up to use the Company Name field. You will be adding the Zip Code field to this list. 10. To add the Zip Code field, on the Properties panel, from the Field list, select Address:Zip Code (addr_postcode). Then, click Add. 11. Click Save. The Company Screens page appears. 12. Now when you add a company to Sage CRM, the initial New company page has two fields for data entry and looks like this: Certified Student Course Curriculum - Version 1.0 Page 67

76 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 13. Next, let s set up the match rule for the Zip Code field. Click Administration > Data Management. 14. Click Match Rules. 15. The Match Rules page appears. Select Company, and then click Continue. 16. The Company Match Rules page appears. By default, the Company Name match rule is already set up with the Match Type of Contains. Page 68 Certified Student Course Curriculum - Version 1.0

77 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) 17. You want to add the Zip Code field to the match rules, so click New. The New Match Rule page appears. By default, the Match Field shows the addr_postalcode field you just added to the Company Dedupe Search Screen. 18. From the Match Type list, select Exact. 19. Click Save. The Company Match Rules page appears. It shows you now have match rules for the Zip Code and Company Name fields. 20. Next, you want to test the match rule to ensure it works. There is a demo data company called Gatecom Inc. with a Zip Code of Use that company s information to test the rule. Click Main Menu. 21. Right-click New to open the context menu, and then click Company. Certified Student Course Curriculum - Version 1.0 Page 69

78 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 22. The New Company screen appears. In the Company Name field, type Gatecom and in the Zip Code field, type Click Enter Company Details. 24. A message appears warning you that this company may already exist in Sage CRM. This message proves that the match rules work! Now, we ll test how the And logic in the match rules for the Company Name and Zip Code fields. 25. Click Back to Company Entry. 26. In the Company Name field, type Gatecon (instead of Gatecom) and in the Zip Code field, type Click Enter Company Details. The New Company Entry screen appears. This shows that Deduplication did not find a match according to the match rules. 28. Click Cancel. Page 70 Certified Student Course Curriculum - Version 1.0

79 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) Create and Test Company Name Clean Up Lists for Deduplication In this Practice, you will create two Company Name Clean Up lists and test those lists for deduplication. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a Characters or Strings to Remove list to ignore variations of the suffix Limited in a company name Create a Characters or Strings to Replace list to substitute the word and for the symbol & within a company name Test the Clean Up Lists using the demo data companies provided in the exercise 1. Log on as the Admin (admin, no password). 2. Click Administration > Data Management. 3. Click Company Name Cleanup. Certified Student Course Curriculum - Version 1.0 Page 71

80 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 4. The Company Name Cleanup page appears. The first list you will create is the Characters or Strings to Remove list. This is the default item. Click New. 5. You want to ignore variations of the word Limited in a company name, so in the Details field, enter Ltd. (including the period), and then click Save. Note: This field is not case-sensitive. Your character string has been added to the Remove list. 6. Click New again. 7. This time, in the Details field, enter Ltd (without the period), and then click Save. Now you have two entries for the Characters or Strings to Remove list. Next, we ll create the Characters or Strings to Replace list. 8. From the List to View field, select Characters Or Strings To Replace, and then click New. Page 72 Certified Student Course Curriculum - Version 1.0

81 Sage CRM Implementing Sage CRM v7.2 Administration Setup Requirements (continued) The New Character or String to Replace in the Company Name page appears. 9. For this list, you want to substitute the symbol & for the word and in the company name, so in the Details field, enter &, and in the Replace With field, enter and. 10. Click Save. 11. Your new Replace rule appears in the list. Click New again. 12. Let s do just the opposite and replace the word and with the symbol & in the company name, so in the Details field, enter and, in the Replace With field, enter &. 13. Click Save. Now, let s test the clean up lists. 14. Click Main Menu. 15. Right-click New to open the context menu, and then click Company. The New Company screen appears. First, we ll test the entries in the Remove list. 16. In the Company Name field, type Adams Computer. Then, click Enter Company Details. What is the result? Certified Student Course Curriculum - Version 1.0 Page 73

82 Implementing Sage CRM v7.2 Sage CRM Administration Setup Requirements (continued) 17. Click Back to Company Entry. 18. In the Company Name field, type Alcan Training Ltd, and then click Enter Company Details. What is the result? 19. Click Back to Company Entry. Now we ll test the entries in the Replace clean up list. 20. In the Company Name field, type Capital & Tutle, and then click Enter Company Details. What is the result? 21. Click Back to Company Entry. 22. In the Company Name field, type Atlas and Baird, then and click Enter Company Details. What is the result? 23. Click Back to Company Entry. Page 74 Certified Student Course Curriculum - Version 1.0

83 Sage CRM Implementing Sage CRM v7.2 Configuring Global User Settings Global user configuration settings apply to all users who work with Sage CRM, as opposed to individual users. The settings on the User Configuration panel cover several features, including user lockout and inactivity times, as well as Classic Outlook integration and synchronization settings. In most cases, you would keep the default settings. However, if your organization has policies on how often a user password expires, how long users can be inactive before they are automatically logged out of Sage CRM, or you decide to use Exchange Server integration instead of Classic Outlook integration with Sage CRM, then you will need to change the default settings. Note: If you plan to use Exchange Server integration with Sage CRM instead of Classic Outlook integration, then you would need to change several of the settings related to Outlook Integration and synchronization. In the training, you will be using Outlook integration and synchronization. For the training, you will keep the default settings. But, take a look at the settings to become familiar with them. To see the global settings, click Administration > Users > User Configuration. The following table describes the fields that you can set for all users. Certified Student Course Curriculum - Version 1.0 Page 75

84 Implementing Sage CRM v7.2 Sage CRM Configuring Global User Settings (continued) Field Amount of days to password expiring Allow User Preferences Account Lockout Threshold Account Lockout Duration (mins) User Inactivity Timeout (mins) Use IIS Auto login Default Domain for IIS login Plugin Version Outlook Plugin Version Synchronize Outlook Contacts One Way Synchronization Description Sets the amount of time that a user has before their password expires. The default setting is 50 days. Allows access to the Preferences tab under My CRM. The default setting is Yes. For more information about the preferences that users can set, refer to the Sage CRM System Administrator Guide or Online Help. Sets the number of times a user is allowed to enter their password before being locked out of Sage CRM. By default, this is set to 3. Sets the number of minutes that the user has to wait before trying to log on to the system after being locked out. For example, if this is set to 5, the user can attempt another logon after 5 minutes of being locked out of the system. Sets the amount of time that if a logged-on user does nothing in the system, the next time they try to do anything, they are returned to the logon page. The default is 30 minutes. The default setting is No. When set to Yes, this setting enables Sage CRM to use Windows NT Authentication in IIS to validate the user. For more information about this setting, see the Sage CRM System Administrator Guide or the Online Help. This is a security setting to prevent unauthorized external access. Enter the NetBIOS domain name. For more information about this setting, see the Sage CRM System Administrator Guide or the Online Help. Specifies the path to and the name of the current Sage CRM Plugin file. This plugin resides on the web/application server. Default setting is Yes which makes the Install CRM Outlook Integration button available in Sage CRM under My CRM > Preferences. If you plan to use Exchange Server integration, you would change this setting to No. Default setting is Yes which enables synchronization of contacts between Sage CRM and Outlook. Default setting is No which means synchronization is twoway: Sage CRM to Outlook and Outlook to Sage CRM. Page 76 Certified Student Course Curriculum - Version 1.0

85 Sage CRM Implementing Sage CRM v7.2 Configuring Global User Settings (continued) Field Synchronize Outlook Deletions Managing CRM And Outlook Updates Synchronize Outlook Appointments Synchronize Outlook Tasks Auto Sync (In Minutes) Auto-logout Default user date format Use Fileit Enable security for groups Description Default setting is Yes which means appointments, tasks, or contacts that are deleted in Outlook are also deleted in Sage CRM upon synchronization. This option helps to manage conflicts when two users make changes to the same information in either system. The default setting is Outlook Updates Win (No Conflicts Displayed) which means the changes made to Outlook appear in both Outlook and Sage CRM. No conflict is added to the Conflict log. This is the recommended option for organizations that use Outlook as their primary appointment scheduling tool. For more information about the other options, see the Online Help. Default setting is Yes which enables appointment synchronization between Outlook and Sage CRM. Default setting is Yes which enables task synchronization between Outlook and Sage CRM. Default setting is 10 minutes. This setting specifies the interval at which you want automatic synchronization to take place. The default setting is Yes. This means users are automatically logged out when they shut down their browser or navigate to another site. The default setting is m/d/yyyy. Specify the default date format for all users. Individual users can override the default date format in their user preferences. The default setting is No. Select Yes if you want to use the pre-version 5.7 method for filing Outlook s; otherwise the current method is used. For more information about filing Outlook s, see the Online Help. The default setting is Yes. When set to Yes, Sage CRM user security profiles (Security Profiles, Admin, and Policies) are applied to groups. Note: See the Microsoft Outlook and Exchange Server Integration section for details about using Classic Outlook integration and Exchange Serverintegration with Sage CRM. Certified Student Course Curriculum - Version 1.0 Page 77

86 Implementing Sage CRM v7.2 Sage CRM Lesson Review In this lesson, you learned about the role and responsibilities of the Sage CRM System Administrator. The System Administrator (admin) is the super user which means you have access to all features and data. You learned that there are several administration setup tasks you should do before allowing others to access or enter data in Sage CRM. You learned how to: Change the Sage CRM server time zone setting so that it matches the web server time zone setting. Correcting the Sage CRM server time zone to match the web server time zone means that s and calendars will reflect the accurate time zone. Each user can set their own time zone setting in their User Preferences. Prevent others from uploading potentially harmful and large files to the Sage CRM Library. This task helps to maintain database security and performance. Configure Deduplication with fields, match rules, and company name clean up lists. You learned that deduplication is the first step in preventing duplicate company entries into Sage CRM. By default, Sage CRM has set the Person Last Name and Company Name fields as fields to check on for duplicates. You can add more fields for duplicate checking. You also learned that company name clean up lists can be helpful when entering company names to ignore prefixes, such as Ltd or Ltd. that may vary. You can also ignore variations in company names, such as & or and with another type of company name clean up list. Find and review the universal user configuration settings. These settings control how Sage CRM is used by all users. Page 78 Certified Student Course Curriculum - Version 1.0

87 Sage CRM Implementing Sage CRM v7.2 Lesson 4 Security Management Security management is how you protect your Sage CRM data from the unwanted actions of unauthorized users and outside access. The topics in this lesson include: Security Profiles Overview Security Profiles Management Territories Overview Territories Management Security Policies Overview Lesson Review Certified Student Course Curriculum - Version 1.0 Page 79

88 Implementing Sage CRM v7.2 Sage CRM Security Profiles Overview There are several ways to enforce data security: Security Profiles and Territories work together to help enforce, or restrict, users access rights to entities and areas of Sage CRM. Security Policies control additional security rights for all users by enabling or disabling territory functionality (such as territory exceptions). User Authentication and Password Security controls who can access Sage CRM. User authentication and password security in not covered in this training. Field-level Security controls who can access a field. Field-level security is not covered in this training. Note: See the Sage CRM System Administrator Guide, the SageCRM Installation and Upgrade Guide, or the Online Help for more information about user authentication, password security, and field-level security. A Security Profile is the fundamental control that determines whether you can view, edit, insert, or delete a Sage CRM entity. Every person that accesses Sage CRM should have an assigned security profile. The entities controlled by a security profile are:. Cases Communication Company Lead Opportunity Person The access rights to an entity controlled by a security profile are: Page 80 Certified Student Course Curriculum - Version 1.0

89 Sage CRM Implementing Sage CRM v7.2 Security Profiles Overview (continued) Note: An entity s access rights also apply to the tabs associated with that entity. This means, that if you have the right to Edit a company, you can view and edit information on the Addresses, Phone / , Notes, and Documents tabs for that entity. The following graphic shows how you assign access rights to entities for a security profile. How a Security Profile Works Security profiles are set up to reflect the structure of the customer s organization. Users are assigned a security profile according to their position in the organization. By assigning a security profile to a user, you do not have to configure access rights for each individual user. Let s use the example of an organization with a Sales Team. You can set up a Sales security profile that groups all members of the Sales Team together. With the Sales security profile, you want to assign View, Update, and Insert rights to Company, People, Communication, and Opportunity records. However, you want to restrict the Sales security profile members from updating Cases. Once you set up the access rights for this security profile, you can assign it to all sales people at the organization. For the remaining groups in the organization, such as Marketing, Operations, Services, and so on, you can create a security profile for each group and determine their user access rights to entities. Certified Student Course Curriculum - Version 1.0 Page 81

90 Implementing Sage CRM v7.2 Sage CRM Security Profiles Overview (continued) You may even want to use a chart similar to the one shown here. About the Demo Data Security Profiles The demo data, preloaded with the Sage CRM installation, has several security profiles set up. By default, there is an Unrestricted profile created for the System Administrator. This Unrestricted profile is created whether you install the demo data or not. In this lesson, you will be working with the security profile demo data to complete some exercises. The following graphic shows the demo data security profiles and their assigned access rights to the Sage CRM entities. Page 82 Certified Student Course Curriculum - Version 1.0

91 Sage CRM Implementing Sage CRM v7.2 Security Profiles Management You can create, edit, and delete security profiles. Creating a new security profile is a stepped process. First, you give the profile a name. Second, you assign all the rights (View/ Edit/Insert/Delete) for the Sage CRM entities. The third step is to move users into the profile. After you have a security profile set up, you can make changes to it. You can change the access rights and add more users to it. However, if you need to remove a user from the profile, you must do this from their user record. You can delete a security profile if it is no longer needed. When deleted, the security profile name is removed from the user s Security Profile field. This means the user is without a security profile and cannot do anything in Sage CRM! If you must delete a security profile and you have it set up for a team of users, it might be a good idea to find the users that are members of the team (you can search for users by Primary Team) and assign them another security profile. Note: See the Online Help or the Sage CRM System Administrator Guide for instructions on how to edit and delete Security Profiles. In the next exercise, you will create a Sales Support security profile and assign access rights to the entities. You want to set up the profile now, but you won t be moving users into the new Sales Support profile just yet. Certified Student Course Curriculum - Version 1.0 Page 83

92 Implementing Sage CRM v7.2 Sage CRM Security Profiles Management (continued) Create a Security Profile In this Practice, you will create a Sales Support security profile. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a new Sales Support security profile that has View, Edit, and Insert access rights for all entities EXCEPT Cases 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Security. 4. Click Security Profiles. Page 84 Certified Student Course Curriculum - Version 1.0

93 Sage CRM Implementing Sage CRM v7.2 Security Profiles Management (continued) The Security Profiles page appears. 5. Click New Profile. 6. In the Description field, enter Sales Support Profile, and then click Save. Certified Student Course Curriculum - Version 1.0 Page 85

94 Implementing Sage CRM v7.2 Sage CRM Security Profiles Management (continued) 7. In the list of profiles, click the Sales Support Profile link. 8. Using the lesson criteria, select the View, Edit, and Insert check boxes for all entities except Cases. Note: If you select the Edit check box first, the View check box also gets selected. This makes sense...if you can edit an entity, you must be able to view it! 9. Click Save. Page 86 Certified Student Course Curriculum - Version 1.0

95 Sage CRM Implementing Sage CRM v7.2 Territories Overview Territories influence user access to all areas of Sage CRM, such as running a search or generating a target list. With security profiles in place, territories can help to further divide user access rights by not only geographic location, but by department or other groupings. Without security profiles in place, territories are a simple silent filter for users access to Sage CRM. For example, you may want users in the Europe territory to search and view all Opportunities within the USA territory, but not be able to update them. Complex interterritory security rights and exception handling are available using security policies. Territories are optional. You do not have to use them. Note: The Territory field appears on the Summary tab for companies, persons, leads, cases, opportunities, and communications. You can view these entities because you have the security rights through your profile and territories to do so. Territories Hierarchy The standard capacity for a territory hierarchy is 16 "child territories" on each territory and five territory levels deep. A complex territory hierarchy may require the expansion of the standard capacity. If you attempt to add more territories than the standard capacity, you are prompted to rebalance the structure. Rebalancing territories is not covered in this training session. Note: See Rebalancing Territories in the Online Help or the Sage CRM System Administrator Guide. About the Demo Data Territories The demo data, preloaded with the Sage CRM installation, has several territories set up under the default Worldwide territory. In this lesson, you will be working with the territory demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 87

96 Implementing Sage CRM v7.2 Sage CRM Territories Management You can add, edit, delete, move, merge, and rebalance territories. Territories play an important role in organizing and securing data in Sage CRM. When you add a new territory, you can: Create it as a parent under the default Worldwide level Create it as a child to an existing territory in the hierarchy When you edit a territory, you are allowed to edit only the name of the territory. Other modifications involve deleting the territory or moving it. You can delete territories that are not involved in current transactions or do not contain sub-territories. When you move a territory to a new position in the territory hierarchy, be aware that this may expand or restrict the rights of users assigned to that territory. When you move, merge, or add more territories than the standard capacity, you are messaged to rebalance the territories. Rebalancing updates the territory hierarchy and the associated security rights. Note: This training lesson only covers adding territories. For all the other tasks you can do for territories, see the Online Help or the Sage CRM System Administrator Guide. In the next series of exercises, you will add a new territory to an existing demo data territory and add a new parent territory with several child territories. Page 88 Certified Student Course Curriculum - Version 1.0

97 Sage CRM Implementing Sage CRM v7.2 Territories Management (continued) Add a Territory to an Existing Territory In this Practice, you will add a child territory under an existing parent territory. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Under the demo data territory of US & Canada, create a child territory named US South. 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Security. 4. Under Territory Administration, click New Territory. Certified Student Course Curriculum - Version 1.0 Page 89

98 Implementing Sage CRM v7.2 Sage CRM Territories Management (continued) 5. The New Territory panel appears. Do the following: a. From the territory list, select the parent US & Canada. b. In the New territory name field, enter US South. c. Click Save. The US South territory appears in the list under the US & Canada parent territory. Page 90 Certified Student Course Curriculum - Version 1.0

99 Sage CRM Implementing Sage CRM v7.2 Territories Management (continued) Add Parent and Children Territories In this Practice, you will add a new parent territory with children territories based on product lines. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a new parent territory named CRM Software. Under the CRM Software parent, create three children territories named Sage SalesLogix, Sage CRM, and Sage ACT! 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Security. 4. Under Territory Administration, click New Territory. Certified Student Course Curriculum - Version 1.0 Page 91

100 Implementing Sage CRM v7.2 Sage CRM Territories Management (continued) 5. The New Territory panel appears. Do the following: a. From the territory list, select the parent Worldwide. b. In the New territory name field, enter CRM Software. c. Click Save. 6. From the territory list, select the new parent CRM Software, and then do the following: a. In the New territory name field, enter Sage SalesLogix. b. Click Save. 7. From the territory list, select the parent CRM Software again, and repeat steps 5a and 5b to add the Sage CRM and Sage ACT! children territories. 8. The following graphic shows the new territory structure. Note: If you make a mistake entering the territory name or you see an error message stating that you are entering a duplicate name, click Clear to remove all text from the New territory name field. Page 92 Certified Student Course Curriculum - Version 1.0

101 Sage CRM Implementing Sage CRM v7.2 Security Policies Overview Security Policies allow you to set up additional security rights and special privileges for users outside of a security profile and territory. Security policies settings apply to all users, not individual users. Security policy settings act as a logical OR to the security profile and home territory settings. The following table explains the security policies settings. Field Use CreatedBy, AssignedTo and Team special territories Allow users direct rights in territories Allow absolute territories in profiles Use the user s parent territory User the user s sibling territories Description The CreatedBy, AssignedTo, and Team fields are available when designing a territory profile. When one of these settings is added to a profile, it means that even if you do not have access to the entity record s territory, you have access if your name is in the CreatedBy or AssignedTo fields or you are part of the Team to which it is assigned. By default, this is set to Yes. Creates a new User Rights tab in the User Security Profile area. This is an alternative way of managing territory security on a user-by-user basis. For example, if everyone has the same profile, but one user requires additional access, this could be used as an override without creating a new profile. By default, this is set to No. Territory names are available when designing a territory profile. This means you can grant rights to a specific territory. By default, this is set to Yes. Allows the User s Parent Territory as another option when designing a territory profile. If added to a profile, all users in the profile automatically see their home territory s parent records and those of its children. By default, this is set to No. Allows the User s Sibling Territory as another option when designing a territory profile. If added to a profile, all users in that profile automatically see territory records belonging to any territory at the same level as their home territory in the territory hierarchy. By default, this is set to No. Certified Student Course Curriculum - Version 1.0 Page 93

102 Implementing Sage CRM v7.2 Sage CRM Security Policies Overview (continued) Show Me Some Examples The following sections provide information and some examples on how to use the Security Policies settings. The Assigned To Territory: For example, John Smith can insert, view, and edit opportunities in the East Coast territory. But what if John Smith needs to see Opportunities that are assigned to him if they are not in his territories? The answer is to add the Assigned To territory to the profile to solve this issue. Note: If the Opportunity is associated with a Company and Person then you must have a minimum of View Only rights to see the opportunity. The Created By Territory: The Created By territory is always used in conjunction with the Assigned To territory. To use the Created By territory, you must first have a minimum of View and Edit permissions to the Assigned To territory on an entity. For example, John Smith can insert, view, and edit opportunities in the East Coast territory. But what if John Smith needs to see Opportunities that he created as a member of the West Coast Territory and assigned to a coworker, who then changes the opportunity s Territory from West Coast to East Coast? Normally, John Smith would no longer be able to access this opportunity. But because he has the Created By territory enabled in his profile, John Smith can still see that Opportunity. The Team Territory: Teams are a way to group users who perform similar roles. In a small organization, this might mean that all Sales Department users are part of the Sales Team. In a larger organization, there may be Telesales, Direct Sales, and Field Sales teams. In our current example, users associated with the Sales profile have View, Edit, and Insert rights for Opportunities in their Home Territory and any child territories. For example, John Smith can insert, view, and edit opportunities in the East Coast territory. But what if John Smith needs to see Opportunities assigned to a team he is on, but that opportunity is not in his Territory? If he has the Team territory enabled in his profile, John Smith will be able to see those opportunities. Page 94 Certified Student Course Curriculum - Version 1.0

103 Sage CRM Implementing Sage CRM v7.2 Security Policies Overview (continued) Allow Users Direct Rights to Territories: This is an alternative way of managing territories to set up specific rights on a user-by-user basis. For example, Dave Montana is assigned the Marketing Manager profile, but he needs to have access to all Panopoly Tech Product lines which other salespeople do not require. If set to Yes, you see the User Direct Rights button to set additional security rights to a territory. By default, this is set to No. The following graphic shows an example of Dave Montana s user profile when Allow Users Direct Rights to Territories is set to Yes. Use the User s Parent Territory: Allows users in the security profile to see records of their home Territory s parent Territory, as well as the records of its children. For example, John Smith s territory is East Coast. This means he can see the territories of the parent, US & Canada. Use the User s Sibling Territory: Allows users in the security profile to see records belonging to territories at the same level as their own territory. For example, John Smith s territory is East Coast (child). He will be able to see the sibling territory, West Coast (child), because West Coast shares a common parent territory with East Coast in the territory hierarchy. In the next series of exercises, you will create two security profiles. The first one will have access rights to another territory. The second one will have access rights to multiple territories. Since we are using the demo data in the lesson exercise, the default security policies settings apply. Certified Student Course Curriculum - Version 1.0 Page 95

104 Implementing Sage CRM v7.2 Sage CRM Security Policies Overview (continued) Create a Security Profile with A Territory Exception In this Practice, you will create a security profile that allows only View access to a specific territory. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a security profile named Sales Profile East For the user s home territory, give View/Edit/Insert rights to Communications, Company, Lead, Opportunity, and Person, and only View rights to Cases Add the US South territory to the Sales Profile East, but only give View rights to all entities 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Security. 4. Click Security Profiles. Page 96 Certified Student Course Curriculum - Version 1.0

105 Sage CRM Implementing Sage CRM v7.2 Security Policies Overview (continued) 5. The Security Profiles page appears. Click New Profile. 6. In the Description field, enter Sales Profile East. Click Save. 7. In the Security Profiles panel, click the Sales Profile East link. 8. For the User s home territory, do the following: a. Select the View/Edit/Insert check boxes for Communication, Company, Lead, Opportunity, and Person. b. Select the View check box for Cases. c. Click Save. 9. Next, you want to add a territory exception to the profile. Click the Sales Profile East link again. 10. Click Add territory to profile. Certified Student Course Curriculum - Version 1.0 Page 97

106 Implementing Sage CRM v7.2 Sage CRM Security Policies Overview (continued) 11. From the Add Territory drop-down list, select US South. Click Save. 12. In the new US South profile rights, only select the View check box for all entities. 13. Click Save. 14. If you add a territory to a profile by mistake, at the end of the territory s row, click Delete to remove the territory. Page 98 Certified Student Course Curriculum - Version 1.0

107 Sage CRM Implementing Sage CRM v7.2 Security Policies Overview (continued) Create a Security Profile with A Territory Exception In this Practice, you will create a security profile with access to multiple territories. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a Research and Dev Manager security profile Assign View, Edit, Insert, and Delete rights to all Entities EXCEPT Lead and Opportunity Add the Canada territory to the profile and assign View rights to only Company and Person Add the Sage CRM territory to the profile and assign View, Edit, Insert, and Delete rights to only Opportunity and View rights to only Company and Person 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Security. 4. Click Security Profiles. Certified Student Course Curriculum - Version 1.0 Page 99

108 Implementing Sage CRM v7.2 Sage CRM Security Policies Overview (continued) 5. The Security Profiles page appears. Click New Profile. 6. In the Description field, enter Research and Dev Manager. Click Save. 7. In the Security Profiles panel, click the Research and Dev Manager link. 8. For the User s home territory, assign View, Edit, Insert, and Delete rights to all Entities EXCEPT Lead and Opportunity. 9. Click Save. 10. Click the Research and Dev Manager link again. 11. Click Add territory to profile. 12. From the Add Territory drop-down list, select Canada. Click Save. 13. Click Add territory to profile. Page 100 Certified Student Course Curriculum - Version 1.0

109 Sage CRM Implementing Sage CRM v7.2 Security Policies Overview (continued) 14. From the Add Territory list, select Sage CRM. Click Save. 15. Now that you ve added the two new territories, you need to assign the rights. For the Canada territory, click the View check box for Company and Person. 16. For the Sage CRM territory, select the View, Edit, Insert, and Delete check boxes under Opportunity and the View check box under Company and Person. 17. Click Save. Note: Because most opportunities are associated to a company and person in Sage CRM, in order for you to see Opportunity information, you must have View rights on Company and Person. Certified Student Course Curriculum - Version 1.0 Page 101

110 Implementing Sage CRM v7.2 Sage CRM Lesson Review You completed the following objectives: Determine the types of security profiles and territories your organization needs. During implementation of Sage CRM, the Administrator can determine, working with an organization s rules, boundaries, team roles, and individual responsibilities to set security access rights to Sage CRM. Security Profiles are the first step in setting access rights to data and features. A security profile gives users View, Edit, Insert, and Delete rights to Sage CRM entities. Territories are the next step in security. Territories can be based on geographical regions, product lines, departments, or more based on your organization. Territories can added to security profile to allow a user additional access rights beyond their assigned security profile. Note: A territory is something that can be assigned to a user when the user is created, so this user could also have a Home Territory called West Coast and still retain access to East Coast accounts. Security Policies take territory security a step further. The Security Policies settings apply to all users, not individual users. These Security Policies settings allow territory exceptions and special access rights that a user would not have with their assigned security profile. Set up security profiles and territories before you add Sage CRM users. Working with a company s organizational structure, and using the demo data security profiles as examples, you learned how to set up several security profiles and territories. You also used the security policies settings to create a security profile for a soon to be hired Research and Development Manager that allows this new Sage CRM user access rights to multiple territories. Page 102 Certified Student Course Curriculum - Version 1.0

111 Sage CRM Implementing Sage CRM v7.2 Lesson 5 Users and Teams Users represent individuals who access Sage CRM from their desktop, laptop, or mobile browser. Every Sage CRM user requires a user profile. A user profile determines everything about a user s identity, security, and ability to access Sage CRM. There are several ways to add users to Sage CRM. The topics in this lesson include: Prepare to Add Users User Administration Adding Users Disabling Users and Reassigning their Records Monitoring and Controlling Sage CRM User Activity Teams Management Adding Teams and Assigning Users Setting User Access Rights to Team CRM Lesson Review Certified Student Course Curriculum - Version 1.0 Page 103

112 Implementing Sage CRM v7.2 Sage CRM Prepare to Add Users You need to have a thorough understanding of how your company is structured and how Sage CRM fits into your organization. Before you start adding users, consider these questions: What is the company s organization? Are there regions, divisions, or multiple offices? What departments and teams will use Sage CRM? What is the organization s reporting structure? Who are the managers and which employees report to them? What are their titles? Does the user work in the office, travel, or both? Will the user need mobile access? What kind of Sage CRM license do I have for users? Is it concurrent or named users? What Sage CRM data does each user need? What Sage CRM features do I want to allow or prohibit users from having? Checking the License Type Before Adding Users A user, when logged on to Sage CRM, consumes a license. It is a good idea to verify the type of user license purchased. This will tell you whether it is a Concurrent or Named User type and the number of users specified in the license activation code. You can view the license key details to verify the license type. Try it, check the license type: click Administration > System > License Key Details. Page 104 Certified Student Course Curriculum - Version 1.0

113 Sage CRM Implementing Sage CRM v7.2 Prepare to Add Users (continued) The following table shows the current licensing options. Depending on your license type, some fields will not be available. All fields are read-only. Field System license type Max number of concurrent users Number of named users Max number of users Number of seats available Number of active users Options System Expiry Date Description Displays Named User Licensing or Concurrent User Licensing. Concurrent User Licensing is only displayed if your license includes the Logged On Users License Scheme (concurrent or mixed licensing) option. This field is only displayed if your license includes the Logged On Users License Scheme (concurrent or mixed licensing) option. This shows the number of users specified in license activation code. This field is only displayed if your license includes the Logged On Users License Scheme (concurrent or mixed licensing) option. This shows the total number of users with a license type of Named. Please refer to User Panel Fields for more information on setting the license type for a user. Number of users specified in license activation code. Maximum number of users minus the Number of Active Users. Number of users set up and enabled for use on the system. Resource, deleted or disabled users are not included in the total. Product options specified in license activation code. This field is only displayed if your license includes the System Expiry option. Displays the date when your system expires. No users can log on from this date onwards, and a new license key is required. A warning is displayed after each logon when the expiry date is within thirty days or less. Certified Student Course Curriculum - Version 1.0 Page 105

114 Implementing Sage CRM v7.2 Sage CRM User Administration You can add, edit, and delete users. You can disable a user and reassign records they own. In an earlier lesson, you set global preferences for all users. You can also manage preferences for individual users. Note: To learn how to edit and delete users and manage preferences for a user, see the Online Help or the Sage CRM System Administrator Guide. User Profiles A user profile determines everything about a user s identity and ability to access Sage CRM. A user profile is made up of several tabs that contain the information about the user. The following table summarizes the tabs associated with a user s profile. Tab User Details User Preferences Security User Activity History Description Contains several panels that display the basic information about the user, including department, team, and title. The Security panel displays the user s assigned security profile, password information, restrictions, and any Administration rights. Contains preference settings for logging on, default screens, date and time, how numbers should appear, and more. Displays the user s assigned security profile and access rights for the main Sage CRM entities. Displays activity history for the user, such as login and logout time and date, session duration, logout method, and more. You can use the information on this tab to determine if the user needs to be disabled to free up a license. Page 106 Certified Student Course Curriculum - Version 1.0

115 Sage CRM Implementing Sage CRM v7.2 User Administration (continued) Additional Administration User Rights In addition to the settings in their security profile, a user has additional Administration rights that can be assigned to them. These rights appear on the Security panel of the User Details tab. The following table describes the Administration rights. Rights No Admin Rights Info Manager System Admin Description The user does not have access to the Administration feature. You would assign this to a basic user. The user can edit existing reports, add new reports, access the Marketing feature, and has limited access to the Administration feature. You can select the areas/features that the user has access to. See the Online Help or the Sage CRM System Administrator Guide for detailed information about the areas/ features available to a user with the Info Manager access right. The user has full access to the Administration feature. Certified Student Course Curriculum - Version 1.0 Page 107

116 Implementing Sage CRM v7.2 Sage CRM User Administration (continued) User Customization You can customize fields, screens, lists, tabs, and more for the Users secondary entity. Note: See the Online Help or the Sage CRM System Administrator Guide for detailed information about Users customizations. About the Demo Data Users and User Templates The demo data, preloaded with the Sage CRM installation, has sample users and user templates. In this lesson, you will be working with the user demo data to complete some exercises. The following graphic shows the demo data user templates. Page 108 Certified Student Course Curriculum - Version 1.0

117 Sage CRM Implementing Sage CRM v7.2 Adding Users There are several ways to add a user. You can: Add the information manually Add predefined information using a template Import the records from an Active Directory Note: To learn how to import users from an Active Directory, see the Online Help or the Sage CRM System Administrator Guide. When you add a user manually, there are three setup pages with panels and fields to complete. You can enter a minimum of information, ensuring to complete the required fields marked with a blue asterisk (*), and then come back at a future time to make changes. Note: By default, Sage CRM has several required fields indicated by a blue asterisk (*). This means you cannot save the record until the required fields are completed. You can customize the screens to add required fields. User Templates A User Template is an easy way to add new users based on predefined settings. These predefined settings mean you can quickly add users who have identical team, preference, security profile, and other settings. You can create as many user templates as you want. You can even base a new template on an existing one to easily create several templates. When you create a user template, keep the following in mind: The settings you predefine for the template automatically copy into the new user s profile. You can change any predefined setting for a user while you are adding them or at a later time. The change to the user s individual setting does not affect other users. A template directly links to the selected security profile, which means if you make a change to the security profile, it is automatically changed in the template. If you make changes to a user template after you added a user with the template, those changes are reflected when you add subsequent users. In the next series of exercises, you will learn how to: Add a user by manually entering the information Create a user template and use it to add users Certified Student Course Curriculum - Version 1.0 Page 109

118 Implementing Sage CRM v7.2 Sage CRM Adding Users (continued) Add a User In this Practice, you will add a user to Sage CRM by manually entering the information. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add a new user, Terry King, as the manager of the Research and Development department at Panoply Technologies Terry will also be the backup administrator for Sage CRM, so he needs to have System Admin rights Use Terry s information provided in the steps 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. The Users home page appears. From here you can add users, make changes to a user s information, set up security profiles, work with teams, and more. Click New User. 4. The New User, Step 1 of 3 page appears. Note: To learn about the User fields, click the Help button. Online Help describes the user fields. Page 110 Certified Student Course Curriculum - Version 1.0

119 Sage CRM Implementing Sage CRM v7.2 Adding Users (continued) 5. Enter the following information in the User panel: First Name: Terry Last Name: King User Name: tking Administration: System Admin Home Territory: US & Canada 6. Click Continue. The New User Setup, Step 2 of 3 page appears. 7. In the More User Details panel, enter the following information or select from a list: Department: R & D Display Team: Hold shift and select all Title: Manager, R & D Mobile: Certified Student Course Curriculum - Version 1.0 Page 111

120 Implementing Sage CRM v7.2 Sage CRM Adding Users (continued) 8. In the Security panel, enter the following information or select from lists: Profile Name: Research and Dev Manager My CRM Lists: All Users Team Lists: All Teams Reports: Crystal Reports Solutions: Upd/Ins/Del Company Team: Upd/Ins/Del Merge persons/companies: Yes Assign Individual to Company: Yes Group Access: Yes 9. Click Continue. 10. The New User Setup, Step 3 of 3 page appears. Note: If you need to return to a previous screen to make a change, click Previous. 11. The only change you will make on this page is in the Date/Time Preferences panel, in the Time Zone field, change Terry s time zone to Eastern Time (US & Canada). Page 112 Certified Student Course Curriculum - Version 1.0

121 Sage CRM Implementing Sage CRM v7.2 Adding Users (continued) 12. Click Save. 13. Terry s user profile with the User Details tab appears. Certified Student Course Curriculum - Version 1.0 Page 113

122 Implementing Sage CRM v7.2 Sage CRM Adding Users (continued) Create a User Template In this Practice, you will create a user template for Sales Support employees. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a Sales Support template Base the template on the demo data Customer Care Agent template Use the other criteria listed in the steps to create the template 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Under Configuration and Templates, click User Templates. Page 114 Certified Student Course Curriculum - Version 1.0

123 Sage CRM Implementing Sage CRM v7.2 Adding Users (continued) 4. The User Templates page appears. You can search for a template and create a template from this page. Notice the Demo 5. Click New. 6. The User Template Setup, Step 1 of 3 page appears. 7. Enter the following information into the fields:. Template Name: Sales Support Based On Template: Customer Care Agent Primary Team: Customer Service Home Territory: CRM Software License Type: Concurrent Certified Student Course Curriculum - Version 1.0 Page 115

124 Implementing Sage CRM v7.2 Sage CRM Adding Users (continued) 8. Click Continue. The User Template Setup, Step 2 of 3 page appears. 9. In the More User Details and Security panels, complete the following fields. Keep the default settings in the remaining fields. Display Team: Operations Profile Name: Sales Support Profile Solutions: Upd/Ins/Del 10. Click Continue. The User Template Setup, Step 3 of 3 page appears. 11. In the Login and Session Preferences panel, complete the following fields. Keep the default settings in the remaining fields on the panel. Log Me In To: Case List My default Find screen: Case Show Leads Pipe Line: No Show Solutions in My CRM: Yes Show Opportunities Pipe Line: No Show outbound calls in My CRM: Yes 12. In the Date/Time Preferences panel, complete the following fields. Keep the default settings in the remaining fields on the panel. Date Format: mm/dd/yyyy Time Zone: Arizona 13. Keep the default settings in the Number Preferences and Reminder Preferences panels. Click Save. You are back at the Find User Template page. The new Sales Support template is now in the list of templates. Page 116 Certified Student Course Curriculum - Version 1.0

125 Sage CRM Implementing Sage CRM v7.2 Adding Users (continued) Use a Template to Add Users In this Practice, you will use a template to quickly add users to Sage CRM. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add New User: Dave Student Use the Template: Sales Support Use the other criteria listed in the steps to complete the user setup 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click New User. 4. The New User Setup, Step 1 of 3 page appears. Enter the following information in the User panel: First Name: Dave Last Name: Student dstudent@panoply-tech.demo User Name: dstudent User Template: Sales Support Did you notice what happened when you selected the Sales Support user template? Certified Student Course Curriculum - Version 1.0 Page 117

126 Implementing Sage CRM v7.2 Sage CRM Adding Users (continued) 5. Click Continue. The New User Setup, Step 2 of 3 page appears. 6. Although not required, the fields on the More User Details panel may be useful to the Administrator in contacting the user. Add the following information in the More User Details panel: Department: Sales Support Phone: Ext.: 7711 Title: Sales Support Associate Did you notice that the Security panel fields are already filled in for you? 7. Click Continue. The New User Setup, Step 3 of 3 page appears. Did you notice that Login and Session, Date/Time, Number, and Reminder Preferences are already filled in for you? 8. Click Save. Dave Student s user profile appears with the User Details tab open. Do not leave the page just yet. Next, you will add two more users using the Sales Support template. Do not enter any personal information such as Title, Phone, etc. for any of these users. 9. Click Continue and use the information from the following table to set up the users: 10. When finished, you may want to log in as each of these users to make sure the setup went as expected. Page 118 Certified Student Course Curriculum - Version 1.0

127 Sage CRM Implementing Sage CRM v7.2 Disabling Users and Reassigning Their Records If a Sage CRM user is out of the office for a prolonged period of time, you may want to disable the user so that others cannot schedule communications for them or assign new opportunities or cases to them. Once disabled, the user will no longer appear on any user list; however, the user still appears in the My CRM user list. When the user returns, you can change their Disabled status. You have two choices: Disable or Reassign and Disable. When you choose to Reassign and Disable, you can select to reassign Companies and People the user manages as well as other types of records, such as cases, opportunities, and more. You can be even more selective in just reassigning records of a particular status, such as only reassigning Opportunities with a status of In Progress. You can reassign the records to another user or team; however, the user or team must have the appropriate security rights to see the newly assigned records. Security rights were discussed in the Security Profiles Overview section. Disabling, or Reassigning and Disabling, are also the recommended methods for managing users who have permanently left your organization. Disabled users will not appear in your user license count, but their name can still be displayed on customer contact history information, such as completed communications and closed opportunities. Using the demo data, let s create a scenario that helps to explain why you would reassign records and disable a user. John Finch is a Sales associate on the US Sales East team. He reports to Susan Maye, Manager of Sales. John needs to be out of the Panoply office for an extended leave. Currently, there isn t another Sales associate on the US Sales East team that can take over John s opportunities, so his manager, Susan Maye will do it. Certified Student Course Curriculum - Version 1.0 Page 119

128 Implementing Sage CRM v7.2 Sage CRM Disabling Users and Reassigning Their Records (continued) Disable a User and Reassign Owned Records In this Practice, you will disable a user and reassign owned records to another user. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Disable user John Finch Reassign John s records to his manager, Susan Maye 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Users. 4. The Users Find page appears. In the Last Name field, enter Finch. 5. Click Find. Page 120 Certified Student Course Curriculum - Version 1.0

129 Sage CRM Implementing Sage CRM v7.2 Disabling Users and Reassigning Their Records (continued) 6. In the Records Found list, select Finch to open John s user record. 7. John s user profile appears with the User Details tab open. Click Reassign and Disable. 8. The Disable User and Reassign Records page appears. To populate the user list, click Find next to the User field. 9. Then, from the list, select Susan Maye. 10. In the Reassign Companies and People panel, select each option. 11. In the Reassign Other Records panel, select each record type. Certified Student Course Curriculum - Version 1.0 Page 121

130 Implementing Sage CRM v7.2 Sage CRM Disabling Users and Reassigning Their Records (continued) 12. Click Go. The Summary of reassigned records page appears. This list shows the record type and the number of records for each type that were assigned to Susan Maye. 13. Click Continue. 14. John Finch s user profile appears. On the User Details tab, notice there is a blue banner at the top of the profile that states the user is disabled. If you look at the Disabled field, it is selected. Page 122 Certified Student Course Curriculum - Version 1.0

131 Sage CRM Implementing Sage CRM v7.2 Monitoring and Controlling Sage CRM User Activity After you add users, you will want to regularly monitor users activity and usage of Sage CRM. With the User Activity feature, you can see if a user is not logging on or their usage is sporadic. You may want to delete the user to free up a license. Or, you may have a user who needs to take an extended leave of absence from your company. You can disable their user profile and reassign their records to another user. Disabling a user also frees a user license. Viewing and Archiving User Activity Information The User Activity administration option enables you to view the following information: Summary information about all user activity A list of currently logged on users A list of historical user activity records Summary information about user sessions It is a good idea to look at the Current Users and Inactive Users tabs when you need to ensure that all users are logged out of Sage CRM, for example, when you are rebalancing the territory structure. There are two ways of viewing user activity for an individual user: You can find a user and view that user s activity in the User Activity History tab From the All User Activity tab, you can select a user name and click Filter You can archive user activity records of a specific age to avoid storing a large number of users activity records. Archived files are removed from your All User Activity page and filed to a CSV document, which is stored with the system log files. A set of standard reports for the User Activity area can be run from the Reports area of the Main Menu. You can also create new reports which use the User Activity view. Certified Student Course Curriculum - Version 1.0 Page 123

132 Implementing Sage CRM v7.2 Sage CRM Monitoring and Controlling Sage CRM User Activity (continued) Monitor Sage CRM User Activity In this Practice, you will learn how the User Activity feature can assist you in monitoring Sage CRM usage and archiving user information. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Open the User Activity area Click each tab Archive a file 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click User Activity. 4. If not already selected, click the All User Activity tab to view a current log of user activity, including User Name, Logon and Logoff times. The information also provides the user s browser version. Page 124 Certified Student Course Curriculum - Version 1.0

133 Sage CRM Implementing Sage CRM v7.2 Monitoring and Controlling Sage CRM User Activity (continued) To change the information you are seeing, use the filters. For example, You can filter to see all the users that logged on between specific dates. (Tip: If a user logged on during the date you select, but logged off outside of the selected date, that information is not shown.) Certified Student Course Curriculum - Version 1.0 Page 125

134 Implementing Sage CRM v7.2 Sage CRM Monitoring and Controlling Sage CRM User Activity (continued) 5. To archive the user activity records of a specific age to a file, click Archive to File. Select the age of the records, and then click Archive to File again. A message appears indicating the number of records that were archived and the name of the archive file. Archiving records to a file removes the information from the User Activity administration tabs. 6. To view a list of users who are currently logged on, click the Current Users tab. In class, only the admin user appears in this list. 7. To view a list of users who have been marked as inactive, click the Inactive Users tab. This list contains John Finch the user you disabled in another exercise and a few other demo data users. Page 126 Certified Student Course Curriculum - Version 1.0

135 Sage CRM Implementing Sage CRM v7.2 Monitoring and Controlling Sage CRM User Activity (continued) 8. To see an overall summary of user activity, including number of sessions and durations, click the User Summary tab. Note: The User Activity statistics can also be seen as a report format. Click Main Menu > Reports > Administrator Reports. Certified Student Course Curriculum - Version 1.0 Page 127

136 Implementing Sage CRM v7.2 Sage CRM Teams Management Teams are used to organize Sage CRM data into lists that can viewed in Team CRM. Teams provide Managers and other team members with an overall view of departmental activities inside the Team CRM work area, such as meetings and vacations on the Calendar, the team sales pipeline, cases, and more. You can put teams to use in your organization. Each user can be a member of a team. Teams are typically groups of users who work in the same department or who perform similar roles. In a small organization, this might mean that all Sales Department users are part of the Sales Team. In a larger organization, there may be Telesales, Direct Sales, and Field Sales teams. The Team field is present in four of the entities: Communications, Opportunities, Leads, and Cases. This means you can assign a sort of ownership of the record to the team. For example, you can track communications by team, create tasks for a team, assign cases to a team, and more. Note: To learn about all the ways to put teams to use in your organization, see the Sage CRM System Administrator Guide or the Online Help. Team Broker Rules A team can have Broker rules assigned to it. Broker rules are used when creating or assigning a task for a team. For example, the customer service manager in your organization sets up an outbound telephone campaign to target the active customer base. By leaving the User field blank, but filling in the Team field in the task details, the calls are scheduled for the whole team. If the team has a Broker rule assigned, it determines how the outbound calls are distributed. Broker rules you can assign to a team are: Round Robin: The number of communications/leads/opportunities/cases per day are distributed evenly per team member each day. Queue: The number of communications/leads/opportunities/cases per day are distributed to the first available member of the selected team. None: Sage CRM uses the Queue Broker rule. Page 128 Certified Student Course Curriculum - Version 1.0

137 Sage CRM Implementing Sage CRM v7.2 Teams Management (continued) Team Customization You can customize fields, screens, lists, tabs, and more for the Team secondary entity. Note: See the Online Help or the Sage CRM System Administrator Guide for detailed information about Team customizations. About the Demo Data Teams The demo data, preloaded with the Sage CRM installation, has sample teams with various users. The following graphic shows the demo data teams. In this lesson, you will be working with the team demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 129

138 Implementing Sage CRM v7.2 Sage CRM Adding Teams and Assigning Users You can use the Teams view and Team Details view to manage teams. You can add a team, make changes to a team, and move a user to a team. When you create a team, you give it a team name, assign a Broker rule, if desired, and give it a team owner. Once the team is created, you can then assign users to the team. Note: A default team is automatically created when Sage CRM is installed without the demo data. This team is assigned to the Administrator. If you decide you no longer need a team, you can delete it. Records assigned to that team are not deleted; only the team name is removed from the Team field.. Note: Before you delete a team, it is a good idea to update records to an alternative team. To do an update, go to Administration > System > System Behavior and set the Allow mass update and update territory field to Yes. This allows you to update records by using group functionality. For more information, see the Online Help. Page 130 Certified Student Course Curriculum - Version 1.0

139 Sage CRM Implementing Sage CRM v7.2 Setting User Access Rights to Team CRM For a team member to see information in the Team CRM work area, such as the Calendar for scheduled meetings and vacations, leads, opportunities, and more, you must give that user access to the Team CRM button.. If you have given Display rights to a user to view the queues of other teams, that user can select from the Team CRM list to see the information relevant to the selected team. Certified Student Course Curriculum - Version 1.0 Page 131

140 Implementing Sage CRM v7.2 Sage CRM Setting User Access Rights to Team CRM (continued) Add a Team and Assign Users In this Practice, you will create a new team and assign users to it. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add a new team called Internet Sales Assign the Broker Rule of Round Robin and make Susan Maye the Owner Assign Matthew Ebden and Peter Johnson as members of the team 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Teams. 4. The Find Team page appears. Page 132 Certified Student Course Curriculum - Version 1.0

141 Sage CRM Implementing Sage CRM v7.2 Setting User Access Rights to Team CRM (continued) 5. Now, let s add the new team, so click New. 6. Enter the following information: Team Description: Internet Sales Broker Rule: Round Robin Owner: Select Susan Maye 7. Click Save. The Team Details page appears. Now, you can assign the users. 8. Click Move User to Team. 9. The Add User panel appears. In the Search for field, enter the letter m, and then click Find. Matthew Ebden s name is highlighted in the list. Certified Student Course Curriculum - Version 1.0 Page 133

142 Implementing Sage CRM v7.2 Sage CRM Setting User Access Rights to Team CRM (continued) 10. Click Add. Matthew s name appears in the Add User list. 11. Now, you need to add Peter Johnson, so in the Search for field, enter the letter p, and then click Find. Peter Johnson s name is highlighted in the list. 12. Click Add. 13. Both Matthew and Peter are in the Add User list, so you can click Save. The Team Details page for the Internet Sales team appears with the two users listed as team members. Page 134 Certified Student Course Curriculum - Version 1.0

143 Sage CRM Implementing Sage CRM v7.2 Setting User Access Rights to Team CRM (continued) Set User Access Rights to Team CRM In this Practice, you will set a user s access rights to the Team CRM workspace. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Give Matthew Ebden Display access to the Direct Sales team s queue Under Team Lists, restrict him to his team 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Users. Certified Student Course Curriculum - Version 1.0 Page 135

144 Implementing Sage CRM v7.2 Sage CRM Setting User Access Rights to Team CRM (continued) 4. The Find Users page appears. In the Primary Team field, select Internet Sales. 5. Click Find. The search results appear with Matthew and Peter s name in the list. 6. To open Matthew s user profile, click Ebden. 7. Click Change. 8. In the More User Details panel, from the Display Team list, select Direct Sales. Note: Selecting None means the Team CRM button is not made available to the user. Page 136 Certified Student Course Curriculum - Version 1.0

145 Sage CRM Implementing Sage CRM v7.2 Setting User Access Rights to Team CRM (continued) 9. In the Security panel, from the Team Lists field, select User s Team. 10. Click Save. 11. Matthew s User Details page appears. Next, let s do a quick check to see what Matthew can see in Team CRM. Click Log Off. 12. Log on to Sage CRM as Matthew with username of EbdenM and no password. 13. Click Team CRM. Note: If you are prompted to install the Sage CRM document add-in, click Cancel. Matthew can only see the Internet Sales and Direct Sales teams information. Certified Student Course Curriculum - Version 1.0 Page 137

146 Implementing Sage CRM v7.2 Sage CRM Lesson Review You completed the following objectives: In this lesson, you completed the following objectives: Determined how Sage CRM fits into your organization and prepared to add users. You analyzed your corporate structure to determine the number of users and what kind of access they will need to Sage CRM. You verified the type of license you purchased before adding users. Added users to Sage CRM manually and with a user template. You learned there are several methods to add users to Sage CRM. You can enter the information manually, create user templates to set predefined fields for quick setup, and import users from an Active Directory. With a user template, the selected security profile is linked so that any changes to the security profile are automatically reflected in the user template. Monitored and controlled users access to Sage CRM. You learned how to use the User Activity feature to monitor usage of Sage CRM. You learned that you can archive user activity information to a file. If a user needs to take an extended leave, you learned how to disable the user and reassign their records to another user. Set up teams and give team members access to see team information. You learned that teams are groups of users with a common criteria, such as they all are in the same department or they perform similar roles. You learned that the Team field can designate a kind of ownership of a record, such as a communication or case. You learned that teams can be assigned Broker rules which determine how items are distributed for the team. Once a user is set up in a team, you can give them access to see their team or other team queues under Team CRM. Page 138 Certified Student Course Curriculum - Version 1.0

147 Sage CRM Implementing Sage CRM v7.2 Lesson 6 Mobile Access With Sage CRM, mobile access is available to users with a supported mobile device browser. To allow mobile access to Sage CRM, you need: A valid Wireless Mobile license key Mobile devices for users Users enabled for mobile access Connectivity from mobile devices to your corporate network or the Internet URLs set up by the Network Administrator for access to Sage CRM from inside and outside your corporate network The topics in this lesson include: Mobile Access Administration Mobile Device Customizations Lesson Review Certified Student Course Curriculum - Version 1.0 Page 139

148 Implementing Sage CRM v7.2 Sage CRM Mobile Access Administration Administering mobile access to Sage CRM involves several tasks. You have to: Help for instructions on how to customize Sage CRM for mobile devices. Enable a user to have mobile access Provide the URL to access Sage CRM from mobile devices If desired, set up additional devices and map device user agents Additionally, you may want to consider customizations to be made to such areas as screens, lists, tabs, and the Classic Dashboard for improved viewing on mobile devices. This is not a prerequisite because a typical Sage CRM installation has default user interfaces for different types of mobile devices. Note: See the Sage CRM System Administrator Guide or Online Enabling Mobile Access for Individual Users If a user has a mobile device and wants to access Sage CRM, you must enable them to do so. Each user must be enabled individually from their user profile. You will want to gather each user s mobile address so that you can enter that information in their user profile. Providing URLs for Accessing Sage CRM Typically, to access Sage CRM from inside the network on a laptop or desktop browser, the URL looks like this: To access Sage CRM from outside the corporate network, the URL typically includes your company s IP address and looks like this: When you log on to Sage CRM from a supported browser, Sage CRM automatically detects if you are using a mobile browser and adjusts the user interface appropriately. If a firewall has been implemented at the web server, you need to take steps to ensure that traffic directed to the web server via the Internet gets through. Note: About server security, refer to the Security Overview chapter in the Sage CRM Installation and Upgrade Guide. Page 140 Certified Student Course Curriculum - Version 1.0

149 Sage CRM Implementing Sage CRM v7.2 Mobile Access Administration (continued) Setting Up Additional Devices and Mapping User Agents By default, Sage CRM is installed with a number of common mobile device types already set up. The device list should be sufficient for the range of mobile devices that will access Sage CRM. However, if it is not, you can set up additional devices by modifying one of the default, existing device types. To set up additional devices, click Administration > Advanced Customization > Devices > New Device The following graphic shows the default mobile devices. The Device setup panel has the following fields. You will need to understand device XSL pages, code pages, and CSS files. Certified Student Course Curriculum - Version 1.0 Page 141

150 Implementing Sage CRM v7.2 Sage CRM Mobile Access Administration (continued) The following table describes the standard fields on the Device setup panel. Field Administrative Description User Description XSL File Name Based on device HTTP Accepts HTTP Content Type Supports HTML Frames Device Image Extension Device Code Page Device Max Rows Device CSS File Browser Type Description The description the administrator uses to set up and identify the device. The description of the device that the end user sees. This description should make it clear to the user what type of device is being referenced. The name of the Extensible Stylesheet Language (XSL) transformation file required to convert Sage CRM output to a format that the mobile device can understand. For each device, a set of files is created in a folder at:..\program Files (x86)\sage\crm\<installname>\wwwroot\themes\xsl. If the device you are specifying is not listed in the Devices list in Administration > Customization > <Entity> > Screens, you can select an alternative device from the Based On Device dropdown list. Complete this field if the device you are specifying uses a unique markup language. When you specify a markup language other than HTML, the device sends a string to Sage CRM to tell which type of markup language is used. This is similar to the HTTP Accepts field. Specifying a markup language in this field ensures that when Sage CRM sends back a reply to the device, it tells which markup language it is sending. Specify whether or not the device supports HTML frames. Specify the image extension (.jpg,.gif,.png, etc) to be used with Device Code Pagethe device. Specify the character set. For example, shiftjs or UTF-8. Specify the maximum number of rows that can appear in a grid on the device. Specify the Cascading Style Sheet (CSS) file associated with the device. The browser type supported by the device. Choose from HTML 4, Limited HTML, or Other. HTML 4 delivers the normal desktop UI to the device. If you are not sure and want Sage CRM to assign a browser type, select Other. Page 142 Certified Student Course Curriculum - Version 1.0

151 Sage CRM Implementing Sage CRM v7.2 Mobile Access Administration (continued) Every mobile device has a user agent. The user agent describes the device to Sage CRM. You need to map a user agent to a device only if the device is not already known to Sage CRM. If you do not map a user agent to the device, Sage CRM determines which user agent the device uses and maps it automatically. The following graphic shows the common user agents that are not assigned to a device in Sage CRM. Note: See the Sage CRM Wireless Mobile Guide or the Online Help for detailed instructions on how to use mobile access with Sage CRM. Certified Student Course Curriculum - Version 1.0 Page 143

152 Implementing Sage CRM v7.2 Sage CRM Mobile Device Customizations A typical Sage CRM installation includes default user interfaces for different types of mobile devices. However, you may want to further customize some areas. An important consideration is that the user interface is optimized for the smaller screen size of many mobile devices. For example, if you add too many fields to a screen, it may look crowded and will be difficult for the user to work with. The areas that can be customized for mobile are: Screens Lists Tabs Note: If you plan to use an ipad tablet to access Sage CRM, it is recommended that you use the tablet theme available for download from the add-ons area of the Ecosystem. Go to: This is a BETA version. And, as with all add-ons, is subject to the standard terms and conditions for add-ons. Be sure to read the documentation for how to install the add-on. You customize mobile screens, lists, and tabs in the same way as you customize screens, lists, and tabs for entities in Sage CRM. However one additional step is required: Before you begin customizing Screens, Lists, and Tabs, you need to select the correct device type from the Devices drop-down list. By default, the list is set to the Desktop HTML type. The following graphic shows the device type list for customizing Screens for the Company entity. Page 144 Certified Student Course Curriculum - Version 1.0

153 Sage CRM Implementing Sage CRM v7.2 Mobile Device Customizations (continued) Enable Mobile Access for Individual Users In this Practice, you will allow a user to access Sage CRM from a mobile device. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Enable Mobile Device Access for Trish Simmons and Terry King 1. Log on as the Admin (admin, no password). 2. Click Administration > Users. 3. Click Users. 4. The Find Users page appears. In the Last Name field, enter Simmons. Click Find. 5. To open Trish s user profile, in the Records Found list, select Simmons. Trish s User Details tab appears. Certified Student Course Curriculum - Version 1.0 Page 145

154 Implementing Sage CRM v7.2 Sage CRM Mobile Device Customizations (continued) 6. Click Change. 7. On the More User Details panel, do the following: a. In the Mobile address field, enter (Trish uses a company phone, so that is why you are entering a company address for her.) b. In the Mobile field, enter In the Security panel, in the Mobile Device Access field, select True. 9. Click Save. 10. Trish s user profile appears. Next, you need to go to Terry King s user profile. Click Users. 11. In the User s Find page, to clear Trish s information, click Clear. 12. In the Last Name field, enter King. Click Find. 13. To open Terry s user profile, in the Records Found list, select King. Page 146 Certified Student Course Curriculum - Version 1.0

155 Sage CRM Implementing Sage CRM v7.2 Mobile Device Customizations (continued) 14. Terry s user profile appears. Terry s User Details tab appears. Click Change. 15. In the More User Details panel, in the Mobile address field, enter tking@panopoly-tech.com. 16. In the Security panel, in the Mobile Device Access field, select True. 17. Click Save. Terry s user profile appears. Certified Student Course Curriculum - Version 1.0 Page 147

156 Implementing Sage CRM v7.2 Sage CRM Lesson Review In this lesson, you completed the following objectives: Learned about the common mobile devices already configured in Sage CRM and determined if you can use these devices (in most situations, you can use them). Sage CRM has already configured mobile devices, such as Apple iphone, and common devices with color and black & white screens. If you do need to set up a new device, you use an existing device as the template. User agents are already established for the common devices, however, you can map a user agent if Sage CRM cannot automatically map one for you. Understood the URLs users need to access Sage CRM via a mobile device. The URLs to access Sage CRM via a mobile device are the same as accessing Sage CRM from a desktop computer or laptop. Sage CRM automatically recognizes if you are accessing it from a mobile device and resizes the user interface appropriately. Enabled mobile access for individual users. For an existing user to access Sage CRM from a supported mobile device, you need to open their user profile and set the Mobile Device Access field to True. From an earlier lesson, you learned that you could set up a user template with predefined fields. You can set the Mobile Device Access to True as one of the predefined fields to easily provide mobile access for new users. Page 148 Certified Student Course Curriculum - Version 1.0

157 Sage CRM Implementing Sage CRM v7.2 Lesson 7 Dashboards Dashboards are easy-to-read, single-page, real-time user interfaces showing a graphical presentation of the current status of your calendar, customers, sales, and more. In Sage CRM, dashboards are work spaces where you control what information you need to see to be effective in your job. Like a car s dashboard, a software dashboard provides you with the information necessary to drive your business. With Sage CRM, you have two types of Dashboards: Interactive and Standard (classic). The first time you log on to Sage CRM, the Dashboard tab appears with a default interactive dashboard. The topics in this lesson include: What is the Interactive Dashboard? What is the Standard (Classic) Dashboard? Interactive Dashboards Management Giving Users and Teams Access to Interactive Dashboards Templates Setting You Default Interactive Dashboard Lesson Review Certified Student Course Curriculum - Version 1.0 Page 149

158 Implementing Sage CRM v7.2 Sage CRM What is the Interactive Dashboard? The interactive dashboard is an interface that dynamically lets you view information about multiple customers at the same time. This information is customized using gadgets. Gadgets feed information from multiple data sources, internal and external to Sage CRM, into your workspace. The interactive dashboard was designed based on an igoogle-like Web 2.0 experience. You can create multiple dashboards and gadgets by choosing the feeds, workflow, and actions for a more dynamic and complete view of your customer data. The interactive dashboard supports SData feeds allowing for easy integration of third-party applications that use the SData standard. Note: SData is a Sage standard that enables desktop, server, and web-based Sage applications to communicate with each other as well as with third-party applications and the web. Flexible gadget sizing enables you to reposition and resize gadgets. You can use a dashboard template to select predefined gadgets and dashboards from dashboard templates. The interactive dashboard requires the installed Apache Tomcat service and Apache Tomcat redirector to monitor and process the communications from internal and external sources. The following graphic shows a portion of the default interactive Sales Dashboard. Page 150 Certified Student Course Curriculum - Version 1.0

159 Sage CRM Implementing Sage CRM v7.2 What is the Standard (Classic) Dashboard? The standard, or classic, dashboard is a customizable workspace that displays snapshots of information, such as: Companies you work with most often List of high-priority cases assigned to you Outstanding appointments List of recently viewed leads A chart of opportunities by territory With a classic dashboard, you can define what information should display based on a predefined list of content. The following screenshot shows a portion of a standard Sales Dashboard.. About the Demo Data Dashboards The demo data, preloaded with the Sage CRM installation, has sample interactive and standard (classic) dashboards. In this lesson, you will be working with the demo data interactive dashboards to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 151

160 Implementing Sage CRM v7.2 Sage CRM Interactive Dashboards Management You can create interactive dashboards. You can copy, modify, and delete interactive dashboards. With the interactive dashboard, you can create gadgets or use a gadget template to select items, such as a calendar or chart, to display information. Templates Dashboard templates let you define the information to be displayed in the dashboard. The template is basically the container that holds the gadgets and displays the information. Data Sources You can make new data sources available to you in the gadget wizard by creating new reports, groups, advanced finds, and saved searches in the normal way in Sage CRM. You can also add new data sources from SData feeds. Note: See the Online Help or the Sage CRM System Administrator Guide for complete details on how to create and manage interactive dashboards. Page 152 Certified Student Course Curriculum - Version 1.0

161 Sage CRM Implementing Sage CRM v7.2 Giving Users and Teams Access to Interactive Dashboard Templates As the admin, you can assign an interactive dashboard template to users and teams so that they can access it from the dashboard selection list. For example, you create a new interactive dashboard that displays information about internet sales. You would want to let the Internet Sales team, and possibly the Direct Sales team, have access to the template so they can see relevant information. When a user is later added to a team, that person automatically gets access to all dashboards already assigned to their team. Likewise, if a user is removed from a team, that user no longer has access to the dashboards assigned to that team. Certified Student Course Curriculum - Version 1.0 Page 153

162 Implementing Sage CRM v7.2 Sage CRM Setting Your Default Interactive Dashboard You can choose a different interactive dashboard to be the default one that you see when you log on to Sage CRM. If you decide to use another dashboard as the default, you can clear the current one. Note: To clear a dashboard as the default, the default dashboard cannot be the current, active dashboard. First, select another dashboard to display, then clear the current dashboard. Give a User Access to an Interactive Dashboard Template In this Practice, you will allow a user access to an interactive dashboard template so that the user has relevant information for their job. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Give Susan Maye access to the Customer Service interactive dashboard 1. Log on as the Admin (admin, no password). 2. Click Template, and then from the list, select Dashboard Templates. 3. The Dashboard Templates page appears. Under Filter by, select Template. 4. In the left pane, highlight the dashboard to assign to users. For this exercise, select Customer Service Dashboard. 5. Click the Assigned Users tab. Page 154 Certified Student Course Curriculum - Version 1.0

163 Sage CRM Implementing Sage CRM v7.2 Setting Your Default Interactive Dashboard (continued) 6. Click Assign. 7. Under the Direct Sales team list, select Susan Maye. 8. Click Save. A check mark appears next to each assigned user or team. Each assigned user or member of the assigned team can access the dashboard from the dashboard dropdown. Certified Student Course Curriculum - Version 1.0 Page 155

164 Implementing Sage CRM v7.2 Sage CRM Setting Your Default Interactive Dashboard (continued) Set Your Default Interactive Dashboard In this Practice, you will select a different interactive dashboard as my default, startup dashboard. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Select the demo Customer Service Dashboard as your default 1. Log on as Susan Maye (mayes, no password). 2. Click Log On. 3. If the Dashboard tab is not already displayed, then click My CRM, and select the Dashboard tab. 4. Click the Dashboard drop-down arrow, and then select Dashboard Options. Page 156 Certified Student Course Curriculum - Version 1.0

165 Sage CRM Implementing Sage CRM v7.2 Setting Your Default Interactive Dashboard (continued) 5. The Dashboard Options dialog box appears. The interactive dashboard that is the current default view has a check mark next to it. Highlight Customer Service Dashboard, and then click Set default. 6. A check mark displays next to the dashboard show that the default dashboard is set. Click OK. 7. The Customer Service Dashboard is now the default interactive dashboard that Susan will see when she logs on. Certified Student Course Curriculum - Version 1.0 Page 157

166 Implementing Sage CRM v7.2 Sage CRM Lesson Review In this lesson, you completed the following objectives: Learned about the two types of dashboards available in Sage CRM. You learned the two types of dashboards are: Interactive and Standard (classic). One of the interactive dashboards is set as the default view when you log on to Sage CRM. The interactive dashboard uses gadgets that feed information from multiple data sources to the dashboard template components. You can customize an interactive dashboard to create a dynamic and complete view of your customers. The interactive dashboard relies on the Apache Tomcat service and redirector to monitor and process the communications from internal and external sources. Located the default interactive dashboard templates and gave users/teams access to the templates. As the admin, you learned how to access the interactive dashboard templates and how to assign an interactive dashboard template to users and teams so that they can access it from their dashboard selection list. You learned that when a user is later added to a team, that user now has access to the template assigned to the team. Selected a different interactive dashboard as your default view. Sage CRM provides several interactive dashboard templates with an installation. One of the interactive dashboards is set as the default My CRM view when you log on. You can select a different interactive dashboard as your default view. You may want to select an interactive dashboard that was customized for you by the admin or one that you customized. Your default interactive dashboard should be one that provides you with a snapshot of important information, such as your daily schedule, customers that require your attention, and more. Page 158 Certified Student Course Curriculum - Version 1.0

167 Sage CRM Implementing Sage CRM v7.2 Lesson 8 Companies In Sage CRM, a Company is an entity that represents a business or a potential customer for which you want to track information about and maintain a relationship with. Sage CRM is primarily a Business to Business (B2B) relationship management software. Therefore, the Company entity is the most important record in the Sage CRM database because all of the other entity records - Person, Lead, Opportunity, Cases, and Communication - can be linked to a company. In addition to tracking a company s relationships with the other entities, you can track and monitor a company s sales, addresses, relationships within its corporate structure, documents sent and received, and more, all in one place. The Company tabs hold all the information. The topics in this lesson include: Companies Management Finding Companies Adding Companies Making Changes to Companies Lesson Review Certified Student Course Curriculum - Version 1.0 Page 159

168 Implementing Sage CRM v7.2 Sage CRM Companies Management In Sage CRM, you can view, insert, edit, and delete companies if your security profile permits. The following graphic shows the demo data security profiles and their Company security rights. Note: Security Profiles are covered in the Security Management section. After a company is entered into Sage CRM, its information displays in multiple tabs. The following graphics show the default tabs. In Sage CRM, the tabs appear straight across the company record. They are split here so that you could see them all. Page 160 Certified Student Course Curriculum - Version 1.0

169 Sage CRM Implementing Sage CRM v7.2 Companies Management (continued) The following table explains the default tabs. Certified Student Course Curriculum - Version 1.0 Page 161

170 Implementing Sage CRM v7.2 Sage CRM Companies Management (continued) Field Summary Quick Look Dashboard Key Attributes Marketing Notes Communications Opportunities Cases People Addresses Phone/ Company Team Documents Relationships Description Displays the core company details, the phone and , principal address, and the contact. You can make changes to the core details, add the record to your contact synchronization list, and run a summary report about the company. Displays recent history information for the company, such as the most recent communications, sales opportunities, and cases linked to the company. Displays a management overview of the status of a customer account. For example, a chart of overdue cases, a list of high priority opportunities, or a snapshot of upcoming meetings. Displays additional information for the company that is not provided for by the standard Company fields. Requires that Attribute Profiling has been set up for Companies. May contain customized information about the company s marketing details. Contains the history of notes created for the company. You can filter the notes to change what you see. You can add a new note. Contains the history of all communications with the company. You can filter the history to change what you see. You can add tasks and appointments, send s, and attach documents. Contains the history of all opportunities for the company. You can filter the history to change what you see. You can add a new opportunity. Contains the history of all cases for the company. You can filter the history to change what you see. You can add a new case. Contains the names and information for persons associated with the company. You can designate a primary contact and add more people. Contains all addresses for the company. You can designate a primary address and add new addresses. Contains all phone and addresses for the company. You can edit the information. Shows you who from your organization is involved in the management of large accounts. The System Administrator must give you access to the Company Team tab. The System Administrator can also set up restrictions so that only Company Team members can gain access to sensitive accounts. Shows a list of all documents attached to the company. You can select a document to run a mail merge and add more files. Shows the relationships of the company. You may want to track a parent company and its subsidiaries, people who are on the board of directors of multiple companies, companies and their suppliers, and critical cases affecting a company. Relationships can be viewed and set up from the context of each party involved in the relationship. Page 162 Certified Student Course Curriculum - Version 1.0

171 Sage CRM Implementing Sage CRM v7.2 Companies Management (continued) If you need to delete a company, it is recommended that you either: Merge the company with another Set the Status to inactive so that you do not lose the history of your relationship with the company Deleting a company removes all information about the company from the database. While this does free up space in the database, you may want to keep the information for future reference. You may also have to merge one company with another, such as when a company takes over control of another or you plan to delete a company. Note: Merging companies will not be shown in this lesson. You will learn how to merge companies in the Person lesson where you will merge two companies and a person. Company Ownership and Security In Sage CRM, ownership of the company record is based on the user s name in the Account Manager field. This is the individual in your organization responsible for the relationship with this company. The Account Manager field defaults to the name of the user adding the record, but this can be changed later. The Territory field is the key to security of the company record. The territory setting determines whether this company can be viewed by other users. By default, when a new company is added, you must select the territory from the list. It does not default to the user s home territory. Note: Territories are covered in the Security Management section. Certified Student Course Curriculum - Version 1.0 Page 163

172 Implementing Sage CRM v7.2 Sage CRM Companies Management (continued) Company Customization You can customize fields, screens, lists, tabs, dashboards, and more for the Company entity. Note: See the Online Help or the Sage CRM System Administrator Guide for detailed information about Company customizations. Company Deduplication and Merging Companies In an earlier lesson, you enabled deduplication and then set up match rules to avoid having duplicate companies in Sage CRM. Even though company deduplication is configured, you may still get duplicate company records. Or, suppose one company takes over control of another company. You need to merge the two companies. You can use the Merge feature to combine company records. Note: You will learn how to merge companies in the Person lesson where you will merge two companies and a person. About the Demo Data Companies The demo data, preloaded with the Sage CRM installation, has sample companies. In this lesson, you will be working with the company demo data to complete some exercises. Page 164 Certified Student Course Curriculum - Version 1.0

173 Sage CRM Implementing Sage CRM v7.2 Finding Companies You can quickly search Sage CRM to find a company. You can search by a keyword in a company record, by name, type, city, and more. Maybe you want to create a group of companies by city so that you can send a product announcement. Or, use the export to file action to export the search results to a file that you share with others who do not have access to Sage CRM. This graphic shows the Find Company screen with the default find fields. Note: You can customize this screen to change the fields to search on. When searching for a company, you will only find that company if you have access to it. Your Sage CRM database may contain thousands of companies, but you will see search results for the companies you can access as defined by your security profile, territory, or security policy. You learned about these data security measures in the Security Management section. Note: See the Online Help for all the ways you can search for records and how to use groups. Groups are not fully covered in this training. In the next exercise, let s do a test using the demo data to help you understand how the data security measures work in Sage CRM. You will log on as a user, Susan Maye. Do a search on all companies. Make note of the number of companies that Susan can access. Then, log on as the Admin. Do the same search on all companies. Make note of the number of companies. You will see that Susan can only access a portion of the companies in the database. Certified Student Course Curriculum - Version 1.0 Page 165

174 Implementing Sage CRM v7.2 Sage CRM Finding Companies (continued) Find Companies In this Practice, you will find companies based on a user s security settings. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Do a search to find all companies Log on as the Admin (admin, no password) Do the same search to find all companies Compare results 1. Log on as Susan Maye (mayes, no password). 2. Right-click Find. Page 166 Certified Student Course Curriculum - Version 1.0

175 Sage CRM Implementing Sage CRM v7.2 Finding Companies (continued) 3. Click Company. 4. The Find Company screen appears. Because you want to see all the companies that Susan can access, do not enter any text in the fields. Just click Find. 5. Click Log Off. 6. Log on as the Admin (admin, no password). 7. Repeat the steps to find all companies. What results did you get? The demo data has 1,206 companies. That means Susan has access to approximately 1/3 of the companies. Certified Student Course Curriculum - Version 1.0 Page 167

176 Implementing Sage CRM v7.2 Sage CRM Adding Companies Adding a company to Sage CRM is easy. Here are a few of the ways you can add a company: Click New, and then from the New list, select Company. Right-click or hover over New, and then from the submenu, click Company. On the Enter new appointment or Enter new task page, click New Company. With outbound calling in a marketing campaign. (Marketing and marketing campaigns are not covered in this training. See the Online Help.) Use Outlook Integration and synchronize contacts and their companies. For more information, see the Microsoft Outlook and Exchange Server Integration section. Upload company information from a file using Data Upload. For more information, see the Data Upload section. Page 168 Certified Student Course Curriculum - Version 1.0

177 Sage CRM Implementing Sage CRM v7.2 Adding Companies (continued) When you add a company to Sage CRM, on the Company Entry Screen, there are several panels that contain fields where you enter the details about the company. You can enter one address and one contact person for the company. By default, several fields indicated by a blue asterisk (*) are required fields. This means you cannot save the record until the required fields are completed. Note: You can customize the screens to add or remove required fields. See the Online Help or the Sage CRM System Administrator Guide. Entry Validation and Access Errors After you click Save, you may see this error message at the top of the screen. You must correct the issue. Possible validation errors include: Required Fields: A red arrow symbol indicates that you missed a required field. Incorrect Format: A field with a red X symbol displayed to the right indicates an incorrect format, such as typing text in a date field. Certified Student Course Curriculum - Version 1.0 Page 169

178 Implementing Sage CRM v7.2 Sage CRM Adding Companies (continued) If the record is currently accessed by another user, the following message appears: In the next exercise, you are Susan Maye. Susan received a business card from John Sandberg of Fourth Coffee. Fourth Coffee is a new customer to Panoply Technologies. You will add Fourth Coffee as a company and John as the contact person. Add a Company In this Practice, you will manually add a company to Sage CRM. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Enter the information provided on the business card in the step 1. Log on as Susan Maye (mayes, no password). 2. Right-click New. 3. Click Company. 4. The New Company screen appears. In the Company Name field, enter Fourth Coffee. Page 170 Certified Student Course Curriculum - Version 1.0

179 Sage CRM Implementing Sage CRM v7.2 Adding Companies (continued) 5. Click Enter Company Details. 6. Add the new company data based on the following business card and complete the listed fields: In the Type field, enter Customer and the Status is Active The Territory is US West and the Account Manager is Susan Maye Select the address as Business and assume the business phone is the same as the person and the web site is the company web site Note: Click Help to see descriptions about the fields on the Company Entry screen. 7. Click Save. The Company s Summary tab appears with the information you entered. If you click the People tab, you will see John s name. If you click the Addresses tab, the address information appears. Certified Student Course Curriculum - Version 1.0 Page 171

180 Implementing Sage CRM v7.2 Sage CRM Making Changes to Companies After the new company is saved to Sage CRM, you can make changes to it. To make changes to basic information about the company (those fields that appear in the top panel of the Summary tab), you use the Change button. To make changes to people, addresses, phone, and other information, use the People, Addresses, Phone/ , and other tabs. About Company Addresses If a company has more than one address, the Addresses tab displays the list. By default, Sage CRM has the address types of: Business, Billing, and Shipping. Additional addresses can be added to the company with the New Address button. When adding a new address, you can: Also update an existing address by using the Select An Address To Update option or the Copy button to base the new address on an existing address. Select the Set As Default check box to make an address the primary company address. Note: You can create additional types of addresses. To do this, click Administration > Translation. See the Sage CRM System Administrator Guide or the Online Help for assistance. In the next series of exercises, you will learn how to make a change to a company and also how to add another address for the company. Make a Change to a Company In this Practice, you will make a change to an existing company. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) For the Fourth Coffee company, select Retail as their Segment 1. Log on as Susan Maye (mayes, no password). 2. Locate the Fourth Coffee company record. There are several ways to do this: Click Recent and use the arrows to scroll through the views you recently accessed. (Tip: The setting to Empty Recent List is a user preference setting. You can change it to have it clear the list for each session at My CRM > Preferences tab.) Page 172 Certified Student Course Curriculum - Version 1.0

181 Sage CRM Implementing Sage CRM v7.2 Making Changes to Companies (continued) Right-click Find, click Company, and in the Company Name field of the Find screen, type Fourth Coffee. Click Find. Click the company name in the results. 3. The Fourth Coffee company record appears. The Summary tab is the active view. Because you want to make changes to a field in the basic company information panel, click Change. 4. The Summary tab now appears with fields that you can edit. In the Segment field, select Retail. 5. Lists of items that are accessed from fields are included with Sage CRM. You can add or remove items for your business needs by customizing the entity. Click Save. Certified Student Course Curriculum - Version 1.0 Page 173

182 Implementing Sage CRM v7.2 Sage CRM Making Changes to Companies (continued) Add a New Address for a Company In this Practice, you will add an address for a company using the Addresses tab. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) For Fourth Coffee, add a new billing address of 4567 Main Street, Suite Log on as Susan Maye (mayes, no password). 2. Locate the Fourth Coffee company record: Click the Recent arrows to move through your recent views, or use Find. 3. Click the Addresses tab. 4. Click the New Address. 5. The New Address panel appears. Because you are using most of the information from the existing address for the new address, click Select an Address to Update or Copy. Page 174 Certified Student Course Curriculum - Version 1.0

183 Sage CRM Implementing Sage CRM v7.2 Making Changes to Companies (continued) 6. In the Select Address to Copy page, under Street, select the address hyperlink. The Address panel appears with the existing address information. 7. Enter the following information: a. In the Address 2 field, enter Suite 307. b. Under Type, select Billing. C. Select the Set as default address for Company check box. 8. Click Save. 9. Click the Summary tab. Notice that the default address for the company includes Suite 307. Certified Student Course Curriculum - Version 1.0 Page 175

184 Implementing Sage CRM v7.2 Sage CRM Lesson Review The Company entity may be the most important information in your Sage CRM database. Each company record represents a business or potential customer that you want to track information for and maintain a relationship with. Note: We set up company deduplication in an earlier lesson. Deduplication prevents you from entering duplicate companies in your database. The Company Entry page lets you add all the details and a principal contact for a company. Some fields are required and these are marked with a blue asterisk (*). The Territory field is the key to security of the company. It determines which users can view the record. The Account Manager is the person from your organization responsible for the relationship with the company. When adding a new company, the Account Manager field defaults to the user adding the record, but you can change it. After you save a company, you can use the Summary tab and other tabs to add or change information for the company. In Sage CRM, you can customize fields, screens, lists, tabs, and more for the Company entity. Note: See the Online Help or the Sage CRM System Administrator Guide for detailed information about Company customizations. Page 176 Certified Student Course Curriculum - Version 1.0

185 Sage CRM Implementing Sage CRM v7.2 Lesson 8 Persons In Sage CRM, a Person is an entity that represents an individual about whom you want to track information for and maintain a relationship with. A person can be its own entity, such as William Agnew, or it can be related to a Company, such as William Agnew of Wilson Resources Ltd. You may want to keep track of people who work as consultants or are not associated with any one company. Sage CRM lets you do that. If for some reason, such as a corporate takeover or a person leaves a company to go work for another company, you may have to merge the company and/or person records in Sage CRM. Merging company and person records helps you to maintain the quality of the data and also may avoid having information entered to the wrong record. The topics in this lesson include: Person Management Finding Persons Adding a Person to a Company Making Changes to a Person Record Adding a Person Not Related to a Company Merging Companies and People Lesson Review Certified Student Course Curriculum - Version 1.0 Page 177

186 Implementing Sage CRM v7.2 Sage CRM Person Management In Sage CRM, you can view, insert, edit, and delete persons if your security profile permits. The following graphic shows the demo data security profiles and their Person security rights. Note: Security Profiles are covered in the Security Management section. After a person is entered into Sage CRM, whether related to a company or not, his/her information displays in multiple tabs. The following graphic shows the default Person tabs. The following table explains the default Person tabs. Page 178 Certified Student Course Curriculum - Version 1.0

187 Sage CRM Implementing Sage CRM v7.2 Person Management (continued) Field Summary Quick Look Marketing Notes Communications Opportunities Cases Addresses Phone/ Documents Relationships Description Displays the core person details, the phone and , principal address, and the company. You can make changes to the core details, add the person to your contact synchronization list, and run a summary report about the person. Displays recent history information for the person, such as the most recent communications, sales opportunities, and cases associated with the person. May contain customized fields so that you can track marketing information about the person. Contains the history of notes created for the person. You can filter the notes to change what you see. You can add a new note. Contains the history of all communications with the person. You can filter the history to change what you see. You can add tasks and appointments, send s, and attach documents. Contains the history of all opportunities associated to the person. You can filter the history to change what you see. You can add a new opportunity. Contains the history of all cases associated to the person. You can filter the history to change what you see. You can add a new case. Contains all addresses for the person. You can designate a primary address and add new addresses. Contains all phone and addresses for the person. You can edit the information. Shows a list of all documents attached to the person. You can select a document to run a mail merge and add more files. Shows the relationships of the person. For example, you may want to track if the person is on the board of directors for multiple companies. Or, maybe the person is related by marriage or family to another person at a different company. Relationships can be viewed and set up from the context of each party involved in the relationship. Some of the rules regarding editing a person s information are different depending on whether or not the person is related to a company. For example, John is the primary person at the Fourth Coffee company. John leaves Fourth Coffee and goes to work for High Hopes. You cannot just detach John from the Fourth Coffee company. You would need to create his person record under High Hopes and merge the person records. Certified Student Course Curriculum - Version 1.0 Page 179

188 Implementing Sage CRM v7.2 Sage CRM Person Management (continued) Person Ownership and Security In Sage CRM, ownership of the person record is based on the user s name in the Account Manager field. This is the individual in your organization responsible for the relationship with this person. The Account Manager field defaults to the name of the user adding the record, but this can be changed later. The Territory field is the key to security of the person. The territory setting determines whether this person can be viewed by other users. By default, the Territory field is set to the territory of the related company. If the person is not related to a company, the Territory field defaults to the home territory of the Account Manager. Note: Territories are covered in the Security Management section. Person Customization In Sage CRM, you can customize fields, screens, lists, tabs, and more for the Person entity. Note: See the Online Help or the Sage CRM System Administrator Guide for detailed information about Person customizations. Person Deduplication and Merging Records In an earlier lesson, you learned that Person deduplication was already set up and that Sage CRM is using the Person: Last Name and Person: First Name fields to match against. Even though, Deduplication is working, duplicate person records can still happen. For example, a person leaves a company and then starts working for another company that you are tracking in Sage CRM. You may add the person record to the new company, but what do you do with that person s record for the old company? You can use the Merge feature to merge the person records. The Merge process is discussed in the Merging Companies and People section. Page 180 Certified Student Course Curriculum - Version 1.0

189 Sage CRM Implementing Sage CRM v7.2 Person Management (continued) About the Demo Data Persons The demo data, preloaded with the Sage CRM installation, has sample persons. In this lesson, you will be working with the company demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 181

190 Implementing Sage CRM v7.2 Sage CRM Finding Persons You can quickly search Sage CRM to find a Person. You can search by a keyword in a person record, by name, type, city, and more. Maybe you want to create a group of persons by postal code so that you can send a product announcement. Remember... When searching for a person, you will only find that person if you have access to it. Note: See the Online Help for all the ways you can search for records and how to use groups. Groups are not covered in this training. In the next exercise, you will log on as Susan Maye and search for people in the US East territory and create a group with the search results. Find Persons and Create a Group In this Practice, you will find persons with common criteria and create a group for a mass mailing. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Find all persons in the US East territory Create a group called Susan US East Provide a description for the group and keep the group Dynamic 1. Log on as Susan Maye (mayes, no password). 2. Locate the Fourth Coffee company record: Click the Recent arrows to move through your recent views, or use Find. 3. Right-click Find. Page 182 Certified Student Course Curriculum - Version 1.0

191 Sage CRM Implementing Sage CRM v7.2 Finding Persons (continued) 4. Click Person. 5. The Find Person page appears. In the Territory field, select US East. 6. Click Find. The results of the search appear at the bottom of the Find Person page. Certified Student Course Curriculum - Version 1.0 Page 183

192 Implementing Sage CRM v7.2 Sage CRM Finding Persons (continued) Notice that more options and actions appear on the right side of the page. These options and actions let you work with the search results. You can: 7. You want to create a group of the results, so click Create New Group. 8. The Create New Group page appears. Enter the following information in the fields: a. In the Name field, enter Susan US East contacts. b. In the Description field, enter All contacts in US East territory. c. Keep the default settings in the other fields. d. Click Save. Page 184 Certified Student Course Curriculum - Version 1.0

193 Sage CRM Implementing Sage CRM v7.2 Finding Persons (continued) More Information About Groups and the Dynamic Group Type 1. To see this group, click My CRM. 2. Click the Groups tab. Susan s new group is in her group list. This group stays on her Groups tab until she deletes it. She can refer to this group at a future date to run a mail merge with or more. Setting the group as Dynamic means that if another person is added to the US East territory, that person will automatically become a member of Susan s US East territory group. Susan can click the link to view the group, and then click Refresh to see if new group members were automatically added. Certified Student Course Curriculum - Version 1.0 Page 185

194 Implementing Sage CRM v7.2 Sage CRM Adding a Person to a Company Adding a person to a company in Sage CRM is easy. Here are a few of the ways: On a company s People tab, click New Person. Click New, and then from the New list, select Person. Right-click or hover over New, and then click Person. From within the Enter new appointment or Enter new task page, click New Person. Use Outlook Integration contacts synchronization covered in the Microsoft Outlook and Exchange Server Integration section. Upload contact information from a file using Data Upload covered in the Data Upload section. When you add a person to a company, you use the Company Entry Screen. This screen has a panel with fields where you enter the details about the person. The address, telephone, fax, and information is automatically filled in with the company information. You can keep this information in the fields, but if you want to change it, you can. Note: By default, Sage CRM has several required fields indicated by a blue asterisk (*). This means you cannot save the record until the required fields are completed. You can customize the Company Entry screen to add more required fields. See the Online Help or the Sage CRM System Administrator Guide. After you save a new person to a company, the Person Summary tab appears with the details you entered. You can use the Notes, Communications, Tracking, Opportunities, Cases, and Relationships tabs to enter more information about the person. Page 186 Certified Student Course Curriculum - Version 1.0

195 Sage CRM Implementing Sage CRM v7.2 Adding a Person to a Company (continued) Add a Person to a Company In this Practice, you will add a person to an existing company record. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Add Kelly Peterson, Managing Director, to the Fourth Coffee company Enter Kelly s information (provided in the steps) 1. Log on as Susan Maye (mayes, no password). 2. In the Recent list, locate the Fourth Coffee company, or use Find > Company to locate the record. 3. When Fourth Coffee s record opens, click the People tab. 4. Click New Person. 5. Because Deduplication is enabled, the Person Dedupe Search screen appears. In the Last Name and First Name fields, type Kelly s information. Click Enter Person Details. Certified Student Course Curriculum - Version 1.0 Page 187

196 Implementing Sage CRM v7.2 Sage CRM Adding a Person to a Company (continued) The Person Entry screen appears. It contains Person, Address, Phone, and panels where you enter the Kelly s information. Because you started on the Fourth Coffee company record, some of the fields are automatically filled in for you. You can keep the information or change it. 6. Finish entering Kelly Peterson s information as follows: Title Code: Managing Director Title: Managing Director Business Phone: Business Fax: Business: kpeterson@fourth.com 7. When finished, click Save. Kelly s Person Summary screen appears. Page 188 Certified Student Course Curriculum - Version 1.0

197 Sage CRM Implementing Sage CRM v7.2 Making Changes to a Person Record If a person s record requires updating, such as a new telephone number or change in address, you can make changes to the existing information. However, once you add a person to a company, and later that person moves to another company, you cannot just change the company for the person. You must create a new company and person record, and then merge the person. Merging person records is discussed later in this lesson. Make Changes to a Person Record In this Practice, you will make a change to a person record. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Update Kelly Peterson s record to indicate he is male Assign Kelly Peterson as the main contact for Fourth Coffee company 1. Log on as Susan Maye (mayes, no password). 2. To locate Kelly Peterson s record, click Recent and navigate through the views until you get to Kelly s record. Or, use Find > Person to locate Kelly s record. Kelly Peterson s Summary screen appears. 3. Because you want to change information in a field in the Person panel of the Summary screen, click Person on the panel s tab. Note: To change the information in the other tabs of the Person Summary screen (such as Phone/ , Address, or Company), click the tab name. 4. From the Gender field list, select Male. 5. To make Kelly the main contact for Fourth Coffee, select the Set as default person for Company check box. Certified Student Course Curriculum - Version 1.0 Page 189

198 Implementing Sage CRM v7.2 Sage CRM Making Changes to a Person Record (continued) 6. Click Save. Kelly s record appears with the Summary tab open. 7. To verify that Kelly is the main contact for Fourth Coffee, on the Company panel, click the Fourth Coffee link. 8. On the Summary tab of Fourth Coffee, notice that Kelly Peterson is in the Contact panel. Page 190 Certified Student Course Curriculum - Version 1.0

199 Sage CRM Implementing Sage CRM v7.2 Adding a Person Not Related to a Company You can add a person independent of any company affiliation to Sage CRM. This allows you to: Keep track of a valuable contact as they move in their career. Stay in contact with a source of advice or expertise, such as a consultant who does not work for any one company. What You Should Know To add a person without adding them to a company, you must first disable the Use companies setting. The Use companies setting is a system behavior setting, and by default, is enabled. This means you are required to select an existing company or add a new company when you are adding the new person to Sage CRM. When you disable the Use companies setting (set to No), you can add the person without selecting or adding a company first. Warning: Because Sage CRM is primarily based on relationships with companies, you will want to keep the Use companies setting enabled. When Use companies is disabled, you will not be able to add or search for companies. After the person has been added, it is possible to merge that person with a company at a later time. It is important to remember that when adding person not related to a company, you should not be on a company screen or in the context of a company. One way to avoid this is to click the My CRM button. This takes you out of the context of a company. While at a trade show, you received a business card from a consultant named Mike Sanders. You need to add him to Sage CRM even though he is not affiliated with a company. In the next exercise, you will disable the Use companies feature for the system, and then add a person not related to a company.. Certified Student Course Curriculum - Version 1.0 Page 191

200 Implementing Sage CRM v7.2 Sage CRM Adding a Person Not Related to a Company (continued) Add a Person not Related to a Company In this Practice, you will add a new person with no ties to a company to Sage CRM. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Disable the Use companies feature Log on as Susan Maye (mayes, no password) Enter the information for the consultant with no company as provided in the steps 1. Log on as the Admin (admin, no password). 2. Click Administration > System. 3. Click System Behavior. 4. The System Behavior panel appears. Click Change. Page 192 Certified Student Course Curriculum - Version 1.0

201 Sage CRM Implementing Sage CRM v7.2 Adding a Person Not Related to a Company (continued) 5. From the Use companies list, select No. 6. Click Save. 7. Click Log Off. 8. Now that you have disabled the Use companies feature, you can add the person not related to a company. 9. Log on as Susan Maye (mayes, no password). 10. Right-click New, and then click Person. 11. Because Deduplication is enabled, the Person Dedupe Search screen appears. In the Last Name and First Name fields, type Mike s information, then click Enter. Mike Sanders, CRM Consultant Phone: (505) MSanders@crmdemo.com 4567 East Lane St., Phoenix, AZ When finished, click Save. Certified Student Course Curriculum - Version 1.0 Page 193

202 Implementing Sage CRM v7.2 Sage CRM Merging Companies and People Occasionally, you may need to merge two companies. For example, one company acquires another company. Before you merge two companies, decide which company will be the Source company and which will be the Destination company. When Sage CRM merges companies, it copies all the information from the Source company to the Destination company, and then deletes the Source company. When you find a person record that is a duplicate of another person record, you can merge the two persons. Similar to the merging of companies, you decide which person will be the Source and which will be the Destination. Usually, the Destination person is the record with the most information. Unlike the company merge, with a person merge, you have the option to keep the Source record and some types of data, such as communications, cases, and more with the Source person. Note: Outside of the training environment, you should always back up the database prior to merging data. What You Should Know Some facts you need to know about merging companies and people: To merge companies and persons, you must have the security settings of Merge persons/companies and Assign Individual to Company set to Yes. When merging company records, there is no option to keep the Source record. However, when merging person records, you have the option to keep the Source record. When merging person records, remember to select the additional information you want to merge, such as cases and communications. It is a good idea to review the record after the merge to ensure data quality and integrity. In the next series of exercises, you will enable the system to use companies (to reverse what you did in the previous exercise) and then merge two companies and any duplicate person records. Page 194 Certified Student Course Curriculum - Version 1.0

203 Sage CRM Implementing Sage CRM v7.2 Merging Companies and People (continued) Merge Companies and People In this Practice, you will merge two companies as well as any duplicate Person accounts that may result. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Enable the Use companies feature Log on as Susan Maye (mayes, no password) Merge T-Zone Chemical into Central Hydrogate (Central Hydrogate acquired T- Zone Chemical) Add Peter Williams as a new person to Central Hydrogate (information provided in the steps) Merge Peter Williams person records and delete the source entity 1. Log on as the Admin (admin, no password). 2. Click Administration > System. 3. Click System Behavior. Certified Student Course Curriculum - Version 1.0 Page 195

204 Implementing Sage CRM v7.2 Sage CRM Merging Companies and People (continued) 4. The System Behavior panel appears. Click Change. 5. From the Use companies list, select Yes. 6. Click Save. 7. Click Log Off. Now, you can start the merge of companies and people. 8. Log on as Susan Maye (mayes, no password). Note: Susan s security settings let her merge persons/companies and Assign Individual to Company. If you have the time, take a look at her user profile to see what it says. 9. To locate the destination company, right-click Find, select Company. 10. The Find Company page appears. In the Company Name field, enter Central Hydrogate. 11. Click Find. 12. Central Hydrogate shows up in the search results. Click the name to view the Company Summary page. Page 196 Certified Student Course Curriculum - Version 1.0

205 Sage CRM Implementing Sage CRM v7.2 Merging Companies and People (continued) 13. To help you understand what will happen when the Source company, T-Zone Chemical, is merged with Central Hydrogate, the Destination company, click the Quick Look tab. Notice there is no data listed. After merging the companies, these tabs will contain information from T-Zone Chemical. 14. Click the People tab. 15. Click New Person. Certified Student Course Curriculum - Version 1.0 Page 197

206 Implementing Sage CRM v7.2 Sage CRM Merging Companies and People (continued) 16. Add Peter Williams information from his business card. Do not change the default Territory and Account Manager fields. 17. When finished, click Save. This step created the duplicate person record for Peter Williams. T-Zone Chemical already has a record for him. 18. Under Company, click the Central Hydrogate link. 19. Click the Summary tab of Central Hydrogate. Then, click Change. 20. Click Merge Company. 21. Under Merge Company, in the Source field, type T-Zone. 22. Click Find to locate the T-Zone Chemical Company record. T-Zone Chemicals Inc. appears in the Source field. Page 198 Certified Student Course Curriculum - Version 1.0

207 Sage CRM Implementing Sage CRM v7.2 Merging Companies and People (continued) 23. Click Save to complete the merge process. 24. Central Hydrogate s Summary page appears. Click the Quick Look tab. T-Zone s information now belongs to Central Hydrogate. 25. If desired, try to search for T-Zone Chemical and you will see that the company is no longer in Sage CRM. To demonstrate what happens when merging two persons, we will create a Communication record for Peter Williams, Sales Rep. 26. Click the People tab. Click the Peter Williams, Sales Rep link. 27. Peter s Summary page appears. Click the Communications tab. Certified Student Course Curriculum - Version 1.0 Page 199

208 Implementing Sage CRM v7.2 Sage CRM Merging Companies and People (continued) 28. Click New Task. 29. In the Subject field, enter Need to call Peter. Then, click Save. 30. Now, we will merge the two persons. In the upper context area of the record, click the company name Central Hydrogate. 31. Click the People tab. 32. Click the Peter Williams, VP Product Development link. Click his name to open up his Summary tab. Page 200 Certified Student Course Curriculum - Version 1.0

209 Sage CRM Implementing Sage CRM v7.2 Merging Companies and People (continued) 33. Peter s Summary tab appears. Click Person. 34. Click Merge Person. 35. The Merge Person tab appears. In the Source field, click Find to locate Peter, and then from the Person list, select Peter Williams. Peter s name appears in the Source field and merge options are displayed. 36. For this training lesson, we want all options checked, so select the Select/Deselect all check box. (Unlike the company merge, you also have the option to keep the source person). 37. Click Save. 38. Peter Williams Summary page appears. To verify that the task we created has also merged, click the Communications tab. The To Do for today s date is listed. Certified Student Course Curriculum - Version 1.0 Page 201

210 Implementing Sage CRM v7.2 Sage CRM Lesson Review In Sage CRM, the Person entity represents someone that you want to track information about and maintain a relationship with. It can be a person associated with a Sage CRM company or it can be an individual with no association to a company, such as a subcontractor or consultant. You use the Person tabs to view and track the information for a person. To add a person with no association to a company, you must first disable the Use companies setting. The Use companies setting is a system behavior setting, and by default, is enabled. This means, when the Use companies setting is Enabled (set to Yes), to add a person record, you are required to select an existing company or add a new company along with the person. When you disable the Use companies setting (set to No), then you can add the person without selecting or adding a company first. You can search for persons by keyword in a record, by first or last name, by city, and more. With your search results, you can create a dynamic group that you can use to create a mass mailing for a newsletter, send a new product announcement, or more. If a new person is added that meets the criteria of the dynamic group, that person is automatically added to the group. In some situations, it may be necessary to combine or merge company records, and respectively, person records. For example, one company acquires another company. You have the companies as separate records in Sage CRM, so you need to merge them. If a person leaves X company and goes to Y company, you need to create the person record under Y company first, then merge the person records. Page 202 Certified Student Course Curriculum - Version 1.0

211 Sage CRM Implementing Sage CRM v7.2 Lesson 10 Leads In Sage CRM, a Lead represents unqualified prospect information received from various sources, such as your corporate web site, trade shows, marketing campaigns, or purchased mailing lists. An example of a lead is that at a trade show, you talk to John from The Windy Hotel chain and he said his company may be interested in the Panopoly Time Management Software. A lead is a separate Sage CRM entity; it is not related to a company or person. Keeping it separate prevents your Sage CRM database from becoming overloaded with thousands of unqualified companies and people. After the lead has been qualified, it may be ready to be converted to a sales opportunity. (For more information about opportunities, see the Opportunities topics. Sage CRM has a Web to Lead feature that lets you capture leads from your corporate website and automatically add them to your database. The topics in this lesson include: Leads Management Adding Leads Making Changes to and Progressing Leads Converting Leads to Opportunities About the Web Lead Feature Lesson Review Certified Student Course Curriculum - Version 1.0 Page 203

212 Implementing Sage CRM v7.2 Sage CRM Leads Management In Sage CRM, you can view, insert, edit, and delete leads if your security profile permits. The following graphic shows the demo data security profiles and their Lead security rights. Note: Security Profiles are covered in the Security Management section. When adding a lead to Sage CRM, you can enter a company name and one person. After a lead is qualified with a rating, you can add information about how you qualified the lead. After you have worked on the lead, maybe it is ready to be converted to a sales opportunity. During the conversion process, Sage CRM automatically tries to match the lead company and person to existing records. If no match exists, new company and person records are created. Leads do not get deleted after conversion to opportunities. The lead information remains in the database. Note: Leads do not have deduplication capability in Sage CRM. You can enter duplicate lead information. It is your responsibility to clean and manage lead information. Lead Ownership In Sage CRM, ownership of the lead record is based on the user s name in the Assigned to field. This is the individual in your organization responsible for progressing the lead into a qualified opportunity. The Assigned to field defaults to the name of the user adding the record, but this can be changed later. Page 204 Certified Student Course Curriculum - Version 1.0

213 Sage CRM Implementing Sage CRM v7.2 Leads Management (continued) Lead Workflow Workflow for leads contains actions that assist the progression of leads through qualification and rating to eventually become sales opportunities. Workflow actions prompt users to complete information that is relevant to the current stage of the business process. When workflow for leads is enabled, you see workflow actions on the bottom right of the lead s Summary tab. The workflow actions vary depending on how the workflow has been set up and customized for your lead business practices. Some workflow actions are not automatic steps; you must enter information or complete fields associated with the action to progress to the next defined action. By default, workflow for leads is enabled and a sample Lead workflow is provided. Sample workflows are provided whether you install the demo data or not. In the training, you will be working with the sample Lead workflow to help you progress a lead to an opportunity. The following image shows a portion of the sample Lead workflow. Certified Student Course Curriculum - Version 1.0 Page 205

214 Implementing Sage CRM v7.2 Sage CRM Leads Management (continued) Then, to the user, these are the workflow actions that are displayed for a new lead on its Summary tab. Note: To disable Workflow for leads, click Administration > Advanced Customization > Workflow & Escalation Configuration. Click Change, and from the Workflow for leads list, select No. Click Save. Lead Customization You can customize fields, screens, lists, tabs, notifications, and more for the Lead entity. Note: About Lead customizations, see the Online Help or the Sage CRM System Administrator Guide. Page 206 Certified Student Course Curriculum - Version 1.0

215 Sage CRM Implementing Sage CRM v7.2 Leads Management (continued) About the Demo Data Leads The demo data, preloaded with the Sage CRM installation, has sample leads in various stages and status. Workflow for leads is enabled and a sample workflow is provided. In this lesson, you will be working with the lead demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 207

216 Implementing Sage CRM v7.2 Sage CRM Adding Leads Adding leads to Sage CRM is easy. Here are some of the ways you can add a lead: Click New, and then from the New list, select Lead. Right-click or hover over New, and then click New Lead. From the Leads tab within My CRM and Team CRM. Use the Web to Lead feature. See the About the Web Lead Feature section. Upload from a file using Data Upload. See the Data Upload section. Page 208 Certified Student Course Curriculum - Version 1.0

217 Sage CRM Implementing Sage CRM v7.2 Adding Leads (continued) When you add a lead to Sage CRM, on the Lead Entry Screen, there are several panels that contain fields where you enter the details about the lead. You can enter one company and one contact person for the lead. If you know a lead came from a marketing campaign/ wave activity, it is a good idea to enter that information so that you can track whether or not the campaign was successful. By default, Sage CRM has several required fields indicated by a blue asterisk (*). This means you cannot save the record until the required fields are completed. After you save a new lead, the Summary tab appears with the details you entered. It is important to remember that changes, notes, and communications are not tracked on the Lead tabs until the lead gets qualified and is rated. Certified Student Course Curriculum - Version 1.0 Page 209

218 Implementing Sage CRM v7.2 Sage CRM Adding Leads (continued) Add a Lead In this Practice, you will add a lead to Sage CRM. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Add a new lead of John Miller from The Windy Hotel wants information about the Time Management software that Panopoly sells 1. Log on as Susan Maye (mayes, no password). 2. Right-click New, and then click New Lead. 3. The New Lead Entry screen appears. In the Lead Detail panel, enter the following information: Description: Asked about Time Management Software Source: Phone Details: Called to ask about Panoply Time Management software Page 210 Certified Student Course Curriculum - Version 1.0

219 Sage CRM Implementing Sage CRM v7.2 Adding Leads (continued) 4. In the Lead Company Details panel, in the Company Name field, enter The WindyHotel. 5. In the Lead Contact Details panel, enter the following information: Last name: Miller First name: John Area code: 847 Phone number: Click Save. The Windy Hotel s Summary page appears. Certified Student Course Curriculum - Version 1.0 Page 211

220 Implementing Sage CRM v7.2 Sage CRM Making Changes to and Progressing Leads If you receive more information about a lead, you can update the record. Some leads you enter into Sage CRM may not have address or other important details you may need to help you progress the lead into a qualified, possible opportunity. You can use the lead workflow actions to progress the qualification of the lead to a serious sales prospect or to reassign the lead to another user. Page 212 Certified Student Course Curriculum - Version 1.0

221 Sage CRM Implementing Sage CRM v7.2 Making Changes to and Progressing Leads (continued) When you add a lead to Sage CRM, on the Lead Entry Screen, there are several panels that contain fields where you enter the details about the lead. You can enter one company and one contact person for the lead. If you know a lead came from a marketing campaign/ wave activity, it is a good idea to enter that information so that you can track whether or not the campaign was successful. By default, Sage CRM has several required fields indicated by a blue asterisk (*). This means you cannot save the record until the required fields are completed. Make Changes to and Progress a Lead In this Practice, you will make changes to a lead by adding more information, creating a note and communication task, and rating the lead. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) For the lead The Windy Hotel, edit the Main Product of Interest field Create a note and communication for the lead Change the Workflow status of the lead 1. Log on as Susan Maye (mayes, no password). 2. To locate The Windy Hotel lead, use one of these methods: Click Recent, and from the Lead list, select the lead. Right-click Find, click Lead. Enter the lead details. Click My CRM > Leads tab. In the Leads list, click the lead description. 3. The Windy Hotel lead record opens on the Summary tab. Click Change. 4. In the Main Product of Interest field, select Time Manager. 5. Click Save. 6. Now, let s add a note to track the change. 7. Click the Notes tab, and then click New Note. Certified Student Course Curriculum - Version 1.0 Page 213

222 Implementing Sage CRM v7.2 Sage CRM Making Changes to and Progressing Leads (continued) 8. Next, let s add a task to remind you to call the lead to get some missing information. Click the Communications tab. 9. Click New Task. 10. In the Details panel, do the following: a. From the Action list, select Phone Out. b. In the Subject field, enter Need Lead address. c. In the Details area, enter Need to call and get Lead address. Page 214 Certified Student Course Curriculum - Version 1.0

223 Sage CRM Implementing Sage CRM v7.2 Making Changes to and Progressing Leads (continued) 11. In the Scheduling panel, do the following: a. In the Due Date/Time field, select a date one week in the future. b. Select 10am. 12. Click Save. 13. Click the Tracking tab. Notice that only the creation details are listed. The change, note, and communication task are not listed. (Remember, earlier in the lesson you learned that changes, notes, and communications are not tracked for a lead until it gets qualified.) 14. Click the Summary tab. 15. From the Workflow actions on the bottom right side, click Rate Lead. Certified Student Course Curriculum - Version 1.0 Page 215

224 Implementing Sage CRM v7.2 Sage CRM Making Changes to and Progressing Leads (continued) 16. The Progress Lead page appears. Notice that the Stage and Status fields are both read-only. All other fields are required. 17. Do the following: a. In the Rating field, enter A. b. In the Decision Timeframe field, keep the default of Unknown. c. In the Tracking Note field, enter Rating is A and do not know the Timeframe. 18. Click Save. 19. Click the Tracking tab. Notice that the item from the Rate Lead action appears because the lead is now qualified. Page 216 Certified Student Course Curriculum - Version 1.0

225 Sage CRM Implementing Sage CRM v7.2 Converting Leads to Opportunities Hopefully, at some point, after you have worked on a lead, maybe you sent them product information or samples, or provided some testimonials, you get a possible sale. You can convert the lead into a sales opportunity. When you convert a lead to an opportunity, the following changes occur: All lead communications move to the new opportunity s Communications tab Any notes you entered for the lead, remain with the lead The Status field of the lead changes to Opportunity Field Mappings for Lead Conversion When you convert a lead to an opportunity, several lead fields are mapped to opportunity fields so that the data flows from one record to another. You can make changes to the default field mappings. The Lead to Opportunity mappings can be customized from Administration > Customization > Leads > Fields. Note: See the Customizing Lead Mappings topic in the Online Help. In the next exercise, you will convert a lead to an opportunity. In the first part of the exercise, you create company and person entity records from the lead. In the second part of the exercise, you convert the lead to an opportunity. Certified Student Course Curriculum - Version 1.0 Page 217

226 Implementing Sage CRM v7.2 Sage CRM Converting Leads to Opportunities (continued) Convert a Lead to an Opportunity In this Practice, you will convert a lead to an opportunity. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Convert the Windy Hotel lead to an opportunity Add the lead company and contact information as new company and person records in Sage CRM 1. Log on as Susan Maye (mayes, no password). 2. Click My CRM. 3. Click the Leads tab, and then from the list, select the Windy Hotel lead. Page 218 Certified Student Course Curriculum - Version 1.0

227 Sage CRM Implementing Sage CRM v7.2 Converting Leads to Opportunities (continued) 4. The Lead Summary tab appears. From the actions on the right side, click Convert to Opportunity. 5. A warning message appears stating that no company or person is selected. Opportunity conversion cannot occur. Click OK to close the message. 6. In the Lead Company Details panel, click Add or Find this Company. Certified Student Course Curriculum - Version 1.0 Page 219

228 Implementing Sage CRM v7.2 Sage CRM Converting Leads to Opportunities (continued) 7. A new Company page appears. Information from the lead record appears in some of the fields. You still have a few required fields to complete. 8. Do the following: a. In the Address 1 field, enter 456 East Sail Lane. b. For the Type of address, select Business. c. Click Save. 9. To assign this company to the lead, click Select Company. The lead has now been converted to a company and information displays in the context area. Note: To automatically create a person record from the lead, on the Lead Contact Details panel, click Add or Find this Person. 10. Now, let s convert the lead to an opportunity. Click Convert to Opportunity again. Page 220 Certified Student Course Curriculum - Version 1.0

229 Sage CRM Implementing Sage CRM v7.2 Converting Leads to Opportunities (continued) 11. The New Opportunity page appears. Notice that some information from the lead pulls into the opportunity, but you must complete several required fields. In the Status panel, enter the following: a. In the Certainty % field, enter 75. b. In the Close By field, select the last day of the current month. 12. Click Save. Note: Do not type the % character into the Certainty% field. It is already understood that this field s numeric value represents a percentage. Typing % returns an error message. 13. The Opportunity Summary page for the new opportunity appears. Notice that the View Lead button is available. Click View Lead. 14. The Lead has been successfully converted to an Opportunity. Click View Opportunity to return to the Opportunity Summary page. 15. Click the Communications tab. Notice that the communication you created for the lead is now listed for the opportunity. Certified Student Course Curriculum - Version 1.0 Page 221

230 Implementing Sage CRM v7.2 Sage CRM About the Web Lead Feature The Web Lead feature lets you create web (HTML) pages for capturing leads online. This HTML page can be inserted into your corporate web site. When an online consumer fills out the web lead page, the transfer of information goes directly into your Sage CRM database. You do not need to import anything. The data is already in your database. The generated HTML page contains the URL of the Sage CRM installation and defines the action to be taken when a lead submits their information in the form. No HTML scripting is required to make the form fully functional. You must first enable the Web Lead feature in Sage CRM, then you can set up the form that web users see to submit their information. To enable the Web Lead feature, go to Administration > Customization > Lead > Web to Lead. Note: On how to configure the Web Lead feature, see the Sage CRM System Administrator Guide or the Online Help. By default, the web lead page uses the following lead fields: Description (lead description) Company Name (lead_companyname) Last name (lead_personlastname) First name (lead_personfirstname) (lead_person ) You can customize the web lead form to add more lead fields depending on the type of information you want to capture. To do this, go to Administration > Customization > Lead > Screens. For the Web Lead Screen, click Edit. Page 222 Certified Student Course Curriculum - Version 1.0

231 Sage CRM Implementing Sage CRM v7.2 Lesson Review As your sales people make contacts, they will come across promising sales leads. Also, you may receive inquiries through your web site, marketing campaigns, and other sources. By using the Lead entity in Sage CRM, you can track all of these contacts as unqualified leads. As you work with the leads to qualify them, you can update the information and use workflow actions to assist in the process. Leads, at some point, may become real companies and persons, and, hopefully, opportunities. Sage CRM lets you convert the leads into companies and persons and opportunities. Unqualified leads remain as Leads in the system. The Web to Lead feature lets you customize a web entry page you can attach to your web site to bring leads into Sage CRM. The standard code created by this feature should be examined prior to its use to ensure adequate business requirements are being met for bringing leads into Sage CRM. Certified Student Course Curriculum - Version 1.0 Page 223

232 Implementing Sage CRM v7.2 Sage CRM Lesson 11 Opportunities In this lesson, you will learn about opportunities and how Sage CRM assists you in managing and progressing your opportunities. You will see how products and price lists are used with quotes and orders for opportunities. The topics in this lesson include: Opportunities Management Adding Opportunities Making Changes to Opportunities Products Management Quotes and Orders Management Creating Quotes Creating Orders Lesson Review Page 224 Certified Student Course Curriculum - Version 1.0

233 Sage CRM Implementing Sage CRM v7.2 Opportunities Management In Sage CRM, an Opportunity is an entity that represents a qualified, potential, sales success. This means that two parties are working towards the exchange of goods or services for an agreed amount of money. The opportunity process in Sage CRM can be simple or complex, depending on your sales processes. The opportunity process can involve: Companies and Persons, Quotes and Orders which involve Products and Price Lists, Communications, Workflow actions and escalation rules, and Sales forecasting (Not covered in this training. For more information, see the Online Help). In Sage CRM, you can view, insert, edit, and delete opportunities if your security profile permits. The following graphic shows the demo data security profiles and their Opportunity security rights. Note: Security Profiles are covered in the Security Management section. Managing opportunities in Sage CRM is different than the other entities because the progression of an opportunity to a sale involves quotes with products and price lists, and then, hopefully, an order. After an opportunity is entered into Sage CRM, its information displays in multiple tabs. Certified Student Course Curriculum - Version 1.0 Page 225

234 Implementing Sage CRM v7.2 Sage CRM Opportunities Management (continued) The following table explains the default Opportunity tabs. Field Summary Quotes Orders Notes Communications Documents Tracking Relationships Description Displays the core opportunity details, including the status and opportunity total. You can make changes to the core details, add the record to a group, view the lead information, and run a summary report about the opportunity. The workflow actions appear here. Workflow is explained in the Opportunity Workflow and Escalation Rules section. Shows a list of quotes associated with the opportunity. You can filter the list to change what you see and you can create a new quote. Shows a list of orders associated with the opportunity. You can filter the list to change what you see and you can create a new order. Contains the history of notes created for the opportunity. You can filter the notes to change what you see and you can add a new note. Contains the history of all communications associated with the opportunity. You can filter the history to change what you see. You can add tasks and appointments, send s, and attach documents. Shows a list of all documents associated with the opportunity. You can select a document and run a mail merge and add more files. Shows the history of changes to the opportunity. The Duration column shows how long each opportunity stage has taken. This is valuable information in forecasting your sales pipeline. Shows the relationships of the opportunity. Relationships can be viewed and set up from the context of each party involved in the relationship. Page 226 Certified Student Course Curriculum - Version 1.0

235 Sage CRM Implementing Sage CRM v7.2 Opportunities Management (continued) Opportunity Ownership and Security In Sage CRM, ownership of the opportunity record is based on the user s name in the Assigned to field. This is the individual in your organization responsible for progressing the opportunity into a sale. The Assigned to field defaults to the name of the user adding the record, but this can be changed later. The Territory field is the key to security of the opportunity. The territory setting determines whether this opportunity can be viewed by other Sage CRM users. By default, the Territory field defaults to the territory for the company, but you can change it. Note: Territories are covered in the Security Management section. Opportunity Workflow and Escalation Rules Workflow for opportunities contains actions that assist the progression of opportunities to follow your predefined business rules. Workflow actions prompt users to complete information that is relevant to the current stage of the business process. When workflow for opportunities is enabled, you see workflow actions on the bottom right of the opportunity s Summary tab. The workflow actions vary depending on how the workflow has been set up and customized for your opportunity business practices. Some workflow actions are not automatic steps; you must enter information or complete fields associated with the action to progress to the next defined action. By default, workflow for opportunities is enabled and a sample Opportunity workflow is provided. Sample workflows are provided whether you install the demo data or not. In the training, you will be working with the sample Opportunity workflow. Certified Student Course Curriculum - Version 1.0 Page 227

236 Implementing Sage CRM v7.2 Sage CRM Opportunities Management (continued) The following image shows a portion of the sample Opportunity workflow. Then, to the user, these are the workflow actions that are displayed for a new opportunity on its Summary tab. Page 228 Certified Student Course Curriculum - Version 1.0

237 Sage CRM Implementing Sage CRM v7.2 Opportunities Management (continued) Escalation rules are set up to trigger an action or series of actions. Escalation rules can be set up to work within a workflow or outside a workflow. By default, escalation is enabled. In this training, we will not be working with escalation. However, the following graphic shows a sample of the escalation rules available with the demo data in Sage CRM. Note: To disable Workflow and Escalation, click Administration > Advanced Customization > Workflow & Escalation Configuration. Opportunity Customization You can customize fields, screens, lists, tabs, workflows, escalation rules, and more for the Opportunity entity. Note: About Opportunity customizations, see the Online Help or the Sage CRM System Administrator Guide. About the Demo Data Opportunities The demo data, preloaded with the Sage CRM installation, has sample opportunities in various stages and status. Other items associated with opportunities, such as Quotes, Products, and Price Lists are also included. Workflow for opportunities and escalation are enabled and sample workflow and escalation rules are provided. In this lesson, you will be working with the opportunity demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 229

238 Implementing Sage CRM v7.2 Sage CRM Adding Opportunities You can add an opportunity to Sage CRM in many ways: Directly from a Lead, but only if this Lead has been progressed to a Company or Person Click New, and then from the New list, select New Opportunity Right-click or hover over New, and then click New Opportunity From the Opportunities tab of a Company or Person record From the Opportunities tab of My CRM or Team CRM In response to an Outbound Call Campaign in Marketing When you add an opportunity to Sage CRM, on the Opportunity Entry Screen, there are several panels that contain fields where you enter the details about the opportunity. You can assign one company or person to the opportunity. If the company or person record is not already in Sage CRM, you can add the record while you are adding the new opportunity. Page 230 Certified Student Course Curriculum - Version 1.0

239 Sage CRM Implementing Sage CRM v7.2 Adding Opportunities (continued) When adding the information for a new opportunity, or changing some information, by default, Sage CRM has several required fields indicated by a blue asterisk (*). This means you cannot save the record until the required fields are completed. Note: You can customize the screen to add or remove required fields according to your business practice. See the Online Help or the Sage CRM System Administrator Guide. Certified Student Course Curriculum - Version 1.0 Page 231

240 Implementing Sage CRM v7.2 Sage CRM Adding Opportunities (continued) Add an Opportunity In this Practice, you will add a new opportunity for an existing company. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Create an opportunity for the Fourth Coffee company The company is interested in purchasing the Sage CRM software that you sell 1. Log on as Susan Maye (mayes, no password). 2. Right-click Find, and then Company. 3. The Find Company page appears. In the Company Name field, enter Fourth Coffee. Then, click Find. 4. Click the Fourth Coffee company name in the find results list to open the company record. 5. Click the Opportunities tab. Then, click New Opportunity. Page 232 Certified Student Course Curriculum - Version 1.0

241 Sage CRM Implementing Sage CRM v7.2 Adding Opportunities (continued) 6. The New Opportunity entry page appears. Note the required fields (*). In the Details panel, enter the following information: a. In the Description field, enter Interested in a CRM solution. b. In the Details field, enter Requires a CRM solution that is web-based, inexpensive to implement, can be modified, needs to support 10 people. 7. In the Status panel, do the following to complete the required fields: a. In the Assigned To field, click Find to populate the list. Then, select Susan Maye. b. In the Close By field, select the end of the current month and select the time as 3:00 PM. 8. Click Save. Note: Go the Online Help > Opportunity Fields topic to see explanations for the Opportunity fields. The opportunity s Summary page appears with the information you entered. Notice the items and actions listed in the right border. Certified Student Course Curriculum - Version 1.0 Page 233

242 Implementing Sage CRM v7.2 Sage CRM Making Changes to Opportunities After a new opportunity is saved, as you gather more knowledge about the opportunity, you can make changes or updates to the details. You can also make changes to an opportunity by using the Workflow actions to progress the opportunity through the sales process. Changing Details of Opportunities When you need to change or update basic information about an opportunity, you can use the Change button. For example, you want to update the source of the opportunity. Having that information is important if you use marketing campaigns or other resources to generate leads that eventually become opportunities. The status of an opportunity can change as the opportunity progresses. The following table shows the Opportunity Status icons. Progressing Opportunities Using Workflow Actions Usually, when you open a new opportunity, the status is In Progress, Then, as you work on the opportunity, you move its progress through the stages that your business has set up for opportunities. For example, you may need to assess the likelihood it will become a sale, or qualify it. Or, you may need to submit a proposal to the main contact. All of the actions that you take while working on the opportunity can be captured in a workflow. Workflow actions are located on the bottom right of an opportunity s Summary tab. Closing Opportunities At some point, an opportunity progresses to a conclusion. Hopefully, the conclusion is a Won opportunity because you made the sale. Or, you may want to close an opportunity because you lost the sale to a competitor. Either way, you need to close the opportunity record and make note of the results. Having the details recorded of why you won or lost an opportunity is critical information you need for future reference. Page 234 Certified Student Course Curriculum - Version 1.0

243 Sage CRM Implementing Sage CRM v7.2 Making Changes to Opportunities (continued) Use a Workflow Action to Progress an Opportunity In this Practice, you will use a workflow action to progress an opportunity and record the action taken. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Qualify the Fourth Company Interested in a CRM solution opportunity using the workflow action Assign the opportunity to Brian Little Move it into the US West territory and add a note View the Tracking tab to see the note 1. Log on as Susan Maye (mayes, no password). 2. Click the Opportunities tab (of My CRM) and locate the Fourth Company Interested in a CRM solution opportunity. 3. Click the description link to open the opportunity. 4. You should be on the Summary tab. 5. You want to qualify the opportunity. Then, add the information to a note about how you qualified the opportunity and assigned it to Brian Little to work on. In the Workflow actions on the right side of the view, click Qualify. Certified Student Course Curriculum - Version 1.0 Page 235

244 Implementing Sage CRM v7.2 Sage CRM Making Changes to Opportunities (continued) 6. The Progress Opportunity page appears. Notice that the Stage field says Qualified and the Status field is In Progress. These fields were automatically updated by the Qualify Workflow action and cannot be changed. 7. Do the following: a. Next to the Assigned to field, click Find, and then from the list, select Brian Little. b. In the Tracking Note field, type Assigned the opportunity to Brian Little. c. Click Save. 8. Click the Tracking tab. Notice the recorded change. 9. Click the Summary tab. Notice that the status shows the opportunity is Qualified. The workflow changed to the next set of actions due to completing the Qualify action. Page 236 Certified Student Course Curriculum - Version 1.0

245 Sage CRM Implementing Sage CRM v7.2 Making Changes to Opportunities (continued) Close an Opportunity In this Practice, you will close an opportunity. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Close the Fourth Company Interested in a CRM solution opportunity Use the workflow actions listed in the exercise steps 1. Log on as Susan Maye (mayes, no password). 2. Use the Recent List or use Find to locate the Fourth Company Interested in a CRM solution opportunity. 3. Click the Summary tab (if it is not already open). 4. You want to progress the opportunity to the closing stage. But, to do that, because of the workflow s design, you need to select the Negotiating action first. In the workflow actions on the bottom right, click Negotiating. Certified Student Course Curriculum - Version 1.0 Page 237

246 Implementing Sage CRM v7.2 Sage CRM Making Changes to Opportunities (continued) 5. The Progress Opportunity page appears. Enter details for the Negotiating action. 6. Do the following: a. In the Certainty% field, enter 75. b. In the Forecast field, enter c. In the Tracking Note field, enter The Deal is progressing, I think we can close. 7. Click Save. 8. The Summary tab appears. Notice that the Sold workflow action is now available. Click Sold. Page 238 Certified Student Course Curriculum - Version 1.0

247 Sage CRM Implementing Sage CRM v7.2 Making Changes to Opportunities (continued) The Progress Opportunity page appears again. Notice that the Certainty% field automatically changed to 100% and the Status field is Won. 9. In the Tracking Note field, enter Deal is done. Click Save. 10. The Summary tab appears. Now the Closed workflow action is available. You can close the opportunity. 11. Click Closed. 12. In the Tracking Note field, enter We have won the deal and closed it. Click Save. Certified Student Course Curriculum - Version 1.0 Page 239

248 Implementing Sage CRM v7.2 Sage CRM Making Changes to Opportunities (continued) The Summary tab appears. Notice that the opportunity s status shows as Closed and there are no available Workflow actions. Page 240 Certified Student Course Curriculum - Version 1.0

249 Sage CRM Implementing Sage CRM v7.2 Products Management In Sage CRM, Products are a secondary entity that represent goods or services used to determine the value of quotes and orders for opportunities. Products management allows you to: Use different pricing lists so that your products can be sold at different prices. For example, you may want to set up a Wholesale pricing list and a Retail pricing list. Sell in single units or different multiples (i.e. packs of 6 and packs of 12). Pricing can be then applied to the Unit of Measure (UOM), or if indicated, prices can have one single pricing unit. Support multiple currencies. Easily generate Quotes and Orders to enhance the opportunity process. Products are configured and set up by the System Administrator. If you have an existing product list, you can use the Sage Migrator tool to import the list(s). You can create a complex pricing structure by setting up Price Lists, UOMs, and Product Families. Or, you can keep your product pricing simple and just use Product Families and Products. Product Configuration Settings When setting up products, you need to start on the Product Configuration tab (labeled #1 in the graphic), then move to the Price Lists tab (#2), and continue to move one tab to the left as you set up products. To view the product tabs, click Administration > Data Management > Products. Because this training lesson uses the demo data, the settings on the Product Configuration tab are already completed. Because this training lesson uses the demo data, the settings on the Product Configuration tab are already completed. Certified Student Course Curriculum - Version 1.0 Page 241

250 Implementing Sage CRM v7.2 Sage CRM Products Management (continued) The following table describes the settings on the Product Configuration tab. Field Using Pricing Lists Description Allows you to create different pricing lists so that products can be sold at different prices. For example, you may need a Wholesale price list and a Retail one. By default, the field is set to Yes. If set to No, you can have one price list for each product and the Price Lists tab is not visible. Use Units of Measure Allows products to be sold in single units or in different multiples (i.e. packs of 6 and packs of 12), and pricing can be applied to the Unit of Measure (UOM). By default, the field is set to Yes. If set to No, prices are applied to single products only and the Units of Measure tab is not visible. Automate Opportunity Creation Order Level Discount Sale Currencies Supported Quote Format Order Format Default Quote Expiration Date After Allows you to create a new opportunity from a new Quote or Order. By default, this field is set to Yes. When set to No, you cannot create new Quotes or Orders from the New menu. You can only create a quote or order from within an existing opportunity. Allows you to apply a discount to an entire Order, not just to individual line items in the Order. By default, this field is set to Yes. This option adds an order level discount section to the Quote and Order screen. Set up currencies to select from for product pricing when generating Quotes and Orders. An Opportunity and all associated Quotes and Orders will be in the currency that was selected for the first Quote or Order created. Set the Quote reference ID format. Example: QT-#O/ #N. Set the Order reference ID format. Example: ORD-#O/ #N. Sets the default number of days a quote expires after it was created. By default, this is set to 7. You can override the expiration time for a quote. Page 242 Certified Student Course Curriculum - Version 1.0

251 Sage CRM Implementing Sage CRM v7.2 Products Management (continued) About the Demo Data Products The demo data, preloaded with the Sage CRM installation, has sample products, price lists, Unit of Measure families, and product families. The following graphic shows the demo data products. Price Lists Price lists are a secondary entity that allow you to sell the same product at different prices. For example, you might want to sell your product to wholesalers at one price and at a higher price to end customers. Once a price list is set up, you cannot delete it; you can make it inactive. The following graphic shows the demo data price lists. Units of Measure Families Units of Measure (UOM) are a secondary entity that allow you to sell products in different multiples, such as packs of 6 or packs of 12. Before you set a UOM, you must first set up a family that the UOMs are bundled under. For example, in the demo data, there is a UOM family named User Licenses which has three UOM items under it called 1 User License, 5 Pack and 10 Pack. The following graphic shows the demo data UOMs. Certified Student Course Curriculum - Version 1.0 Page 243

252 Implementing Sage CRM v7.2 Sage CRM Products Management (continued) Product Families and Product Lists Product Families categorize different types of products. They do not affect pricing; however, Product Families make it easier for you to find a product when you are creating a quote or order. When you select a Product Family, the appropriate products listed under the family appear so that you can select it for the quote or order. The following graphics shows the demo data Product Families and the products listed under the Consulting Product Family. Page 244 Certified Student Course Curriculum - Version 1.0

253 Sage CRM Implementing Sage CRM v7.2 Products Management (continued) Product Pricing Product pricing lets you set prices for each product. You can set multiple currencies for product pricing. Additionally, if you use Price Lists and UOMs, you would want to set up prices according to those requirements. The following graphic shows the demo data product pricing for the Consulting - Day product. In the next series of exercises, you will set up a new price list and UOMs for Panoply Technologies. Then, you will add products and product pricing for the price list and UOMs. Certified Student Course Curriculum - Version 1.0 Page 245

254 Implementing Sage CRM v7.2 Sage CRM Products Management (continued) Set Up a Price List and Units of Measure In this Practice, you will set up a price list and UOMs. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add a price list called Preferred Customer Add a UOM family called Sage Licenses Add units of 5, 10, 20, and 50 users 1. Log on as the Admin (admin, no password). 2. Click Administration > Data Management. 3. Click Products. Page 246 Certified Student Course Curriculum - Version 1.0

255 Sage CRM Implementing Sage CRM v7.2 Products Management (continued) 4. Click the Price Lists tab, and then click New. 5. The New Pricing List page appears. Notice the required field (*). 6. Do the following: a. In the Name field, enter Preferred Customer. b. In the Description field, enter Cost for Customers. c. Keep the Active field set to Yes. d. Click Save. 7. To view the list, click Continue. Your new price list appears in the list. Certified Student Course Curriculum - Version 1.0 Page 247

256 Implementing Sage CRM v7.2 Sage CRM Products Management (continued) 8. Next, let s create the Unit of Measure family and add units to it. Click the Units Of Measure tab. 9. Click New. The New Unit of Measure Family page appears. 10. Do the following: a. In the Name field, enter Sage Licenses. b. In the Description field, enter Sage CRM Licenses. c. Keep the Active field at Yes. d. Click Save. 11. The Unit of Measure Family page appears. Now, you want to add the units. Click New UOM. 12. The New Unit of Measure for Sage Licenses page appears. Page 248 Certified Student Course Curriculum - Version 1.0

257 Sage CRM Implementing Sage CRM v7.2 Products Management (continued) 13. Do the following: a. In the Name field, enter 5 Users. b. In the Description field, enter 5 users Sage CRM. c. In the Units field, enter 5. d. Keep the Active field set to Yes. e. Click Save. 14. Repeat the steps to enter units for 10, 20, and 50 users. When completed, your Units of Measure Families list should look like this: Certified Student Course Curriculum - Version 1.0 Page 249

258 Implementing Sage CRM v7.2 Sage CRM Products Management (continued) Add Products and Prices In this Practice, you will create a product family, add products to it, and then add prices to the products. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add a Product Family called CRM Software Add the Sage CRM product to the CRM Software Product Family Add prices to the Preferred Customer price list for the Sage CRM product 1. Log on as the Admin (admin, no password). 2. Click Administration > Data Management. 3. Click Products. Page 250 Certified Student Course Curriculum - Version 1.0

259 Sage CRM Implementing Sage CRM v7.2 Products Management (continued) 4. Click the Product Families tab. 5. Click New. The New Product Family page appears. 6. Do the following: a. In the Name field, enter CRM Software. b. In the Description field, enter All CRM Software. c. Keep the Active field set to Yes. d. Click Save. 7. Note nothing displays in the list because there are no products in that family at this time. Next, you will add the products to the new family. Click the Products tab. Certified Student Course Curriculum - Version 1.0 Page 251

260 Implementing Sage CRM v7.2 Sage CRM Products Management (continued) 8. Click New. The New Product page appears. 9. Do the following: a. In the Product Name field, enter Sage CRM. b. In the Product Code field, enter Sage CRM 7.2. c. From the Product Family list, select CRM Software. d. From the Unit of Measure Family list, select Sage Licenses. e. Keep the Active field set to Yes. f. Click Save. The next set of steps is adding the prices to the Preferred Customer price list for the Sage CRM product. Click Change. 10. The Sage CRM product s page appears with fields in which you can enter the pricing for each UOM and for each type of price list. In the Pricing: Preferred Customer panel, select the Active check box, then in the $column, enter the information as it appears in the following example: 11. When finished, click Save. Page 252 Certified Student Course Curriculum - Version 1.0

261 Sage CRM Implementing Sage CRM v7.2 Quotes and Orders Management In Sage CRM, you use Quotes with opportunities to send prices, amounts, and details for the products and /or services the customer or prospective customer is interested in. Orders are the result of a won opportunity. Orders are usually generated from a quote, but not always. With an order, you have finalized the exact product or services as well as the purchase price agreed upon by the client and you. The creation of a quote or order can take place at any time during the progression of an opportunity. But, generally speaking, an order comes at the end of the opportunity phase, when it has been decided a transaction will take place. Warning: By default, Quotes and Orders are enabled for use in Sage CRM. If you disable Quotes and Orders, it removes the product management feature. About Quotes and Orders for Standalone Sage CRM It is important to remember this is a training for the Sage CRM standalone product. The Quotes and Orders used in this training are the Sage CRM items and not Quotes and Orders that are generated with an integrated back-office application, such as Sage 100 ERP. Quotes and Orders Customization You can customize fields, screens, lists, tabs, and more for Quotes and Orders. Certified Student Course Curriculum - Version 1.0 Page 253

262 Implementing Sage CRM v7.2 Sage CRM Quotes and Order Management (continued) Note: About Quotes and Orders customizations, see the Online Help or the Sage CRM System Administrator Guide. About the Demo Data Quotes and Orders The demo data, preloaded with the Sage CRM installation, has sample quotes and orders for sample companies. In this lesson, you will be working with the quotes and orders demo data to complete some exercises. Note: If you plan to allow quotes and orders to be created when no opportunity exists, then you need to enable the Automate Opportunity Creation option. To do this, click Administration > Data Management > Products > Product Configuration. Click Change, and in the Automate Opportunity field, select Yes. Click Save. By default, the Automate Opportunity Creation is set to Yes. Page 254 Certified Student Course Curriculum - Version 1.0

263 Sage CRM Implementing Sage CRM v7.2 Creating Quotes There are several ways to create a quote. You can: Click the Quotes tab for an opportunity, and then click New. Right-click New, and then select Quote. Click New, and then select Quote from the New list. When you create a quote, you select a company or person for the quote. Or, if the company or person is not already in Sage CRM, you can add them on-the-fly with the quote. Certified Student Course Curriculum - Version 1.0 Page 255

264 Implementing Sage CRM v7.2 Sage CRM Creating Quotes (continued) To establish the value of the quote, you select a pricing list, products, and quantities as line items in the quote. You can add a free text line items to a quote. You can also add free text comments to existing line items in a quote. Note: You can personalize the way the line item screen appears for quotes. To do this, click My CRM > Preferences. Select from Normal, Popup, or Split. After a quote has been saved, the following action buttons become available. Icon Description Returns you to the Quotes list. Opens the Quote Summary page and lets you change certain fields of the Quote. Adds a new line item to the Quote. Add a text line item to the Quote. Adds a comment line item to the Quote. Comment lines do not contain Quantity or Price fields. Creates a new Quote based upon the existing Quote information. Converts this Quote to an Order. Mail merges the Quote with a Quote Template Document. This option is only available where the user has insert rights for Communications. Allows you to add this record to a Group that has already been created for this entity. Line item detail changes are made by clicking on the product name within the Line Item. Then you can begin changing the information. Page 256 Certified Student Course Curriculum - Version 1.0

265 Sage CRM Implementing Sage CRM v7.2 Creating Quotes (continued) Create a Quote for an Opportunity In this Practice, you will create a quote for an opportunity. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Create a new opportunity for Fourth Coffee Create a quote for the opportunity using the information provided in the steps 1. Log on as Susan Maye (mayes, no password). 2. Right-click New, and then click New Opportunity. The New Opportunity Entry screen appears. 3. In the Company field, enter Fourth, and then click Find. 4. The Fourth Coffee company name appears. In the Details panel, enter the following: Description: Large CRM installation Details: Interested in a larger installation Certified Student Course Curriculum - Version 1.0 Page 257

266 Implementing Sage CRM v7.2 Sage CRM Creating Quotes (continued) 5. In the Status panel, enter the following information in the required fields: Assigned To: Enter S, click Find, and then select Susan Maye from the list. Close By: Click the Calendar icon to select a date, and then click the Time icon to select a time. 6. Click Save. The new opportunity s Summary tab appears. Now, let s create the quote. 7. Click the Quotes tab. 8. Click New. Page 258 Certified Student Course Curriculum - Version 1.0

267 Sage CRM Implementing Sage CRM v7.2 Creating Quotes (continued) 9. The New Quote page appears. Do the following: a. In the Currency field, keep the default $. b. In the Pricing List field, select Preferred Customer. c. In the Status field, select Active. d. In the Description field, enter 50 user Sage CRM quote. e. Click Next. The New Line Item panel appears at the bottom of the page. Do the following: a. In the Product Family field, select CRM Software. b. In the Product field, select Sage CRM. c. In the UOM field, from the list, select 50 Users. d. In the Quantity field, keep the 1. e. Click Save. (Do not click Save & New). 10. The Quote is created for the Fourth Coffee company. To send the quote to the customer, click Start Mail Merge. Note: See the Help topic, Sending a Quotation. Certified Student Course Curriculum - Version 1.0 Page 259

268 Implementing Sage CRM v7.2 Sage CRM Creating Orders There are several ways to create an order: Click the Convert button for a quote. Click New, and then select Order from the New list. Right-click or hover over New, and then select Order. Page 260 Certified Student Course Curriculum - Version 1.0

269 Sage CRM Implementing Sage CRM v7.2 Creating Orders (continued) In most situations, you will be converting a quote to an order. The following table explains the fields that appear on the Convert Order page. Icon Currency Pricing List Reference Opened Delivery Date Status Description PO Reference Contact Billing Address Shipping Address Shipping Method Description Currency of the Order. This value is carried over from the Currency field on the Quote. If there are no line items associated with the order, this field can be edited. Pricing List of the Order. This value is carried over from the Pricing List field on the Quote and cannot be edited. Generated when the order is saved. Date and time the Quote was converted to an Order. Defaults to a set number of days from the date the Order is created. You can manually change this date. Order status. Options are: Active (default), Inactive, or Completed. Note: Setting the Status to Inactive deducts the Gross Amount of the order from the Total Order Value on the Opportunity (if the Include In Quotes Total check box was selected in the original quote). Short description of the Order. Purchase Order or order reference number from the customer. Contact person for the Order. The first Billing type address of the company. If no billing address exists, the field defaults to the company main address. You can edit this field. The first Shipping type address of the company. If no shipping address exists, the field defaults to the company main address. You can edit this field. Select from a drop-down list. For example, Courier or Mail. After an order is saved, you can: Change certain fields of the order (Change Summary) Add a new line item, free text item, or comments to the order Clone the order to create a new order Mail merge the order with the order template to send it to the customer Certified Student Course Curriculum - Version 1.0 Page 261

270 Implementing Sage CRM v7.2 Sage CRM Creating Orders (continued) Convert a Quote to an Order In this Practice, you will convert a quote to an order. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Convert the Fourth Coffee company quote to an order Do not change any information from the quote 1. Log on as Susan Maye (mayes, no password). 2. Use one of these methods to locate the quote: If you are still logged on, click Recent, and then click the arrows to scroll through the views until you reach the Fourth Coffee company quote. If you just logged on, right-click Find, and then click Quotes. Locate the quote. Go to the Fourth Coffee company opportunity, and then click the Quotes tab. Click the Reference Number of the Quote. 3. The Quote s Summary tab appears. In the actions on the right side, click Convert. Page 262 Certified Student Course Curriculum - Version 1.0

271 Sage CRM Implementing Sage CRM v7.2 Creating Orders (continued) 4. The Convert Order page appears. Do the following: a. In the Contact field, click Find to populate the list. Then, select Kelly Peterson. b. Click Save. Note: When a company has multiple contacts, Sage CRM does not assume which contact this order is for. You must select a contact. The Order Summary page appears with new order. You can click Start Mail Merge to create a document to send to the customer. For more information, see the Help topic, Printing an Order. Certified Student Course Curriculum - Version 1.0 Page 263

272 Implementing Sage CRM v7.2 Sage CRM Lesson Review Successful sales usually do not happen all in one conversation. Usually, it takes place over a period of time through communication and negotiation. The opportunity record in Sage CRM helps to keep these potential sales successes organized so that they can be accessed and recalled to memory quickly. The opportunity process is wide, involving company, person, product, quote, order, communications, workflow, and forecasting records and data. Creating an opportunity is Sage CRM is a simple process. You can include many details about the opportunity so that you can understand the best way to make the transaction happen. When you follow an opportunity from its beginning to its closure, to the context of a delivered quote and through the conversion of a successful order, you can use this information to analyze your sales processes. Setting up products and pricing lists will determine the value of quotes and orders for opportunities. You can create different pricing lists so that your products can be sold at different prices. Units of Measure (UOM) lets you sell products in single units or different multiples. Products can support multiple currencies. If you have an existing product list, you can use the Sage Migrator tool to import the list(s). You can easily generate quotes and orders to enhance the opportunity process. Quotes let you send prices and amounts for the products and /or services to the customer or prospective customer so they can make a decision. An order can happen from a quote (converted) or it can be generated at the sale. With an order, you have finalized the exact product or services as well as the purchase price agreed upon by the client and you. Page 264 Certified Student Course Curriculum - Version 1.0

273 Sage CRM Implementing Sage CRM v7.2 Lesson 12 Cases and Solutions A Case is an entity that represents a reported customer issue with a purchased product or service. In Sage CRM, you can enter the details of the issue and track the progress of the problem through to a solution and closure. You can create a case for a company or person. A Solution is a secondary entity that represents the approved details of how a customer issue was resolved. Once approved, a solution is published and it can become an article in an internal and external knowledge base. Solutions are not linked to a company or person; however, they can be linked to multiple cases. Likewise, a case can be linked to multiple solutions. The topics in this lesson include: Cases Management Finding Cases Adding Cases Making Changes and Assigning Cases Solutions Overview Finding Solutions Adding Solutions Setting Up Notifications Lesson Review Certified Student Course Curriculum - Version 1.0 Page 265

274 Implementing Sage CRM v7.2 Sage CRM Cases Management Cases can be tied to Service Level Agreements (SLAs). In Sage CRM, SLAs define the time frames in which customer cases should be resolved and the steps that should be taken to reach an appropriate solution. You can define and customize the requirements for an SLA. It is important that cases get resolved in a timely manner. If an important customer s issue is not resolved quickly or to their satisfaction, you may lose that customer. Notifications are alerts that can be set up for cases (and several other entities) so you are notified, either by or on-screen alert, that something critical has occurred. You can view, insert, edit, and delete cases if your security profile permits. The following graphic shows the demo data security profiles and their Case security rights. Note: Security Profiles are covered in the Security Management topic. When a case is opened, the status defaults to In Progress. When a case gets resolved, the status changes to Closed. To help you easily identify the status of a case, Sage CRM displays the following icons: You can run a Case Summary Report to get a quick overview of a particular customer service issue. The user assigned to the case can add and track possible and actual solutions. Page 266 Certified Student Course Curriculum - Version 1.0

275 Sage CRM Implementing Sage CRM v7.2 Cases Management (continued) About Service Level Agreements (SLAs) Typically, customers pay for different SLA agreements depending on the level of service they require. SLAs are set up to specify varying response time and actions to match the severity of the reported problem. If a case has an assigned SLA, the SLA status is indicated by an icon. These icons let you quickly see if the case requires immediate attention. The SLA status icons are described in the following table.. Case Ownership In Sage CRM, ownership of the case record is based on the user s name in the Assigned to field. This is the individual in your organization responsible for resolving the case. The Assigned to field defaults to the name of the user adding the record, but this can be changed later. Case Workflow Workflow for cases contains actions that assist in the progression of cases to follow your predefined business rules as they relate to handling customer issues. Workflow actions prompt you to complete information that is relevant to the current stage of the business process. When workflow for cases is enabled, you see workflow actions on the bottom right of the case s Summary tab. The workflow actions vary depending on how case workflow has been set up and customized for your case resolution process. Some workflow actions are not automatic steps; you must enter information or complete fields to progress to the next defined action. By default, workflow for cases is enabled and a sample Case workflow is provided. Sample workflows are provided whether you install the demo data or not. In the training, you will be working with the sample Case workflow. Certified Student Course Curriculum - Version 1.0 Page 267

276 Implementing Sage CRM v7.2 Sage CRM Cases Management (continued) The following image shows a portion of the sample Case workflow. Then, to the user, when a new case is added, the workflow actions look like this on the case s Summary tab. Escalation rules are set up to trigger an action or series of actions. Escalation rules can be set up to work within a workflow or outside a workflow. By default, escalation is enabled. In this training, we will not be working with escalation. Note: To disable Workflow for cases, click Administration > Advanced Customization > Workflow & Escalation Configuration. Click Change, and from the Workflow for cases list, select No. Click Save. Page 268 Certified Student Course Curriculum - Version 1.0

277 Sage CRM Implementing Sage CRM v7.2 Cases Management (continued) Case Customization You can customize fields, screens, lists, tabs, notifications, and more for the Cases entity. Note: About Case customizations, see the Online Help or the Sage CRM System Administrator Guide. About the Demo Data Cases and SLAs The demo data, preloaded with the Sage CRM installation, has sample cases in various stages and status and solutions. Also included is a sample SLA list. Workflow for cases is enabled and a sample workflow is provided. In this lesson, you will be working with the Cases, Solution, and SLA demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 269

278 Implementing Sage CRM v7.2 Sage CRM Finding Cases There are several ways to find a case. The method you use depends on what you are looking for: To find all cases assigned to you: Click My CRM, and then click the Cases tab. To find all cases assigned to your team: Click Team CRM, and then click the Cases tab. Page 270 Certified Student Course Curriculum - Version 1.0

279 Sage CRM Implementing Sage CRM v7.2 Finding Cases (continued) To find a case by a keyword in a case record, by company name, status, stage, problem type, or assigned to: Right-click Find, and then click Case. Enter the search criteria and then click Find. Certified Student Course Curriculum - Version 1.0 Page 271

280 Implementing Sage CRM v7.2 Sage CRM Adding Cases Adding a case to Sage CRM is easy. Here are a few of the ways to add a case: Click New, and then from the New list, select New Case. Right-click or hover over New, and then click New Case. Click New Case from the Cases tab within My CRM or Team CRM. Page 272 Certified Student Course Curriculum - Version 1.0

281 Sage CRM Implementing Sage CRM v7.2 Adding Cases (continued) Click New Case from the Cases tab within a company or person record. When you add a case to Sage CRM, you enter the details about the case into fields on several panels of the Case Entry screen. By default, Sage CRM has several required fields indicated by a blue asterisk (*). This means you cannot save the record until the required fields are completed. You can customize the screen to add or remove required fields. For more information, see the Online Help or the Sage CRM System Administrator Guide. After you save a new case, the Summary tab appears with the details you entered. You can use the Notes, Communications, Documents, Solutions, and Relationships tabs to enter more information about the case and work on the solution. The Tracking tab shows the history of changes to the case, including when it was opened, who it was assigned to, and more. Certified Student Course Curriculum - Version 1.0 Page 273

282 Implementing Sage CRM v7.2 Sage CRM Making Changes and Assigning Cases When a case requires updating, such as the customer has provided more details about the issue, you can edit the existing information or add new information. Also, another way to make changes to a case is to use a workflow action to assign the case. For example, when a case is first opened, it may sit in a queue until it is assigned to someone to research and get more details. As mentioned in the previous sections, all changes you make to a case are recorded to the cases s Tracking tab. In the next series of exercises, you will add a case and use the case workflow actions to assign the case to a different user. Page 274 Certified Student Course Curriculum - Version 1.0

283 Sage CRM Implementing Sage CRM v7.2 Making Changes and Assigning Cases (continued) Add a Case In this Practice, you will add a case to record a customer issue. Use the following criteria to complete the practice: Log on as Graham Rogers Customer Care agent (rogersg with no password) Open a new case for the Fourth Coffee company Issue: User issue with your software (details in steps) Keep the default assignment for the case 1. Log on as Graham Rogers. (user name: rogersg with no password) 2. To locate the Fourth Coffee company, right-click Find, and then click Company. 3. The Find Company screen appears. In the Company field, enter Fourth Coffee. 4. Click Find. 5. In the results at the bottom of the Find screen, click the Fourth Coffee link. Certified Student Course Curriculum - Version 1.0 Page 275

284 Implementing Sage CRM v7.2 Sage CRM Making Changes and Assigning Cases (continued) 6. The Fourth Coffee company record opens on the Summary tab. You want to add a new case for Fourth Coffee, so click the Cases tab. 7. Click New Case. 8. The New Case page appears. Enter the following information in the fields: a. Description: Problem with creating a Quote. b. Area: Software c. SLA: Gold d. SLA Severity: Medium e. Problem Details: When a user tries to add a new Quote, a red error message appears f. Problem Type: Software Bug g. Priority: Normal Page 276 Certified Student Course Curriculum - Version 1.0

285 Sage CRM Implementing Sage CRM v7.2 Making Changes and Assigning Cases (continued) h. Assigned To: Default of System Administrator (Keep this - you will assign this to another user later). 9. Click Save. The Summary tab of the new case appears. Notice the Queue workflow action in the bottom right of the tab. You will use the Queue action to assign the case to another user in a future exercise. Certified Student Course Curriculum - Version 1.0 Page 277

286 Implementing Sage CRM v7.2 Sage CRM Making Changes and Assigning Cases (continued) Use a Workflow Action to Assign a Case In this Practice, you will use the Workflow Queue action to assign a case to a user. Use the following criteria to complete the practice: Log on as Graham Rogers Customer Care agent (rogersg with no password) For the Fourth Coffee company Case - Problem with creating a quote - use the Queue action to assign the case to Kylie Ward 1. Log on as Graham Rogers. (user name: rogersg with no password) 2. Open the Fourth Coffee case you created in the previous exercise, and click the Summary tab. 3. From the list of workflow actions in the bottom right side of the page, click Queue. Page 278 Certified Student Course Curriculum - Version 1.0

287 Sage CRM Implementing Sage CRM v7.2 Making Changes and Assigning Cases (continued) 4. The Progress Case page appears. Do the following: a. In the Assigned To field, click Find. to activate the list. Then, from the list, select Kylie Ward. b. In the Tracking Note field, enter Spoke with Kylie, she said to assign the case to her. c. Click Save. 5. Click the Summary tab. Notice that the workflow actions have changed to the next stage of the case. Certified Student Course Curriculum - Version 1.0 Page 279

288 Implementing Sage CRM v7.2 Sage CRM Making Changes and Assigning Cases (continued) Case Resolution Progress The goal is to resolve the case and bring it to a conclusion. You may need to call the customer to get more information, talk to other colleagues to see if they have seen this issue before, and perform other types of tasks to help you resolve the issue. To assist you in following your defined business practices, you can use the case workflow actions. Your case workflow may be set up to automatically create a follow-up call to the client or a colleague. Or, you can use the Communication features in Sage CRM to set up a meeting or call with the client to help you investigate and resolve the issue. You can also add notes to the case to record your investigation of the issue. Use a Workflow Action to Progress a Case In this Practice, you will use a workflow action to progress a case. Use the following criteria to complete the practice: Log on as Kylie Ward (wardk with no password) Use the Investigating action to progress the Fourth Coffee company case Add details of the investigation as described in the exercise 1. Log on as Kylie Ward (user name: wardk, no password). Page 280 Certified Student Course Curriculum - Version 1.0

289 Sage CRM Implementing Sage CRM v7.2 Making Changes and Assigning Cases (continued) 2. Click My CRM, and then click the Cases tab. 3. Click the Queued portion of the pipeline to see the list of cases that are in Kylie s queue. (In an earlier exercise, you used the Queued workflow action to assign the case to Kylie.) 4. From the list, select the Fourth Coffee company s Problem with creating a Quote case. 5. The case s Summary tab appears. In the Workflow actions in the bottom right side of the page, click Investigating. Certified Student Course Curriculum - Version 1.0 Page 281

290 Implementing Sage CRM v7.2 Sage CRM Making Changes and Assigning Cases (continued) 6. The Progress Case page appears. In the Tracking Note field, enter Kylie Ward called Kelly. Error reads There are no products for sale in this Pricing List with active UOM s for this currency. 7. Click Save. Click the Tracking tab. Note that the Investigating item has been added. Page 282 Certified Student Course Curriculum - Version 1.0

291 Sage CRM Implementing Sage CRM v7.2 Solutions Overview A solution is the approved details of how to a customer issue was resolved. Once a solution is added to the Solutions tab for a case, it is associated to the case regardless if it has been approved or published. The details of a solution can be entered manually or can be published from a solved case using Workflow actions. If you want customers to access solutions, you must configure the Self Service web page. Then, customers can be given a self-service logon ID to view and search through all published solutions in your knowledge base. Note: Sage CRM Self service configuration is not covered in this training. For more information, see the Online Help. Solutions Workflow Workflow for solutions contains actions that assist in the progression of solutions to follow your predefined business rules as they relate to approving and publishing solutions to reported customer issues. Workflow actions prompt you to complete information that is relevant to the current stage of the business process. When workflow for solutions is enabled, you see workflow actions on the bottom right of the solution s Summary tab. The workflow actions vary depending on how solution workflow has been set up and customized for your process. Some workflow actions are not automatic steps; you must enter information or complete fields to progress to the next defined action. By default, workflow for solutions is enabled and a sample Solution workflow is provided. Sample workflows are provided whether you install the demo data or not. In the training, you will be working with some actions in the sample Solution workflow. Certified Student Course Curriculum - Version 1.0 Page 283

292 Implementing Sage CRM v7.2 Sage CRM Solutions Overview (continued) The following graphic shows a portion of the sample Solution workflow. Note: To disable Workflow for solutions, click Administration > Advanced Customization > Workflow & Escalation Configuration. Click Change, and from the Workflow for solutions list, select No. Click Save. Page 284 Certified Student Course Curriculum - Version 1.0

293 Sage CRM Implementing Sage CRM v7.2 Solutions Overview (continued) Solutions Customization You can customize fields, screens, lists, tabs, field mappings, and more for the Solutions secondary entity. About the Demo Data Solutions The demo data, preloaded with the Sage CRM installation, has sample solutions. In this lesson, you will be working with the demo data to complete some exercises. Certified Student Course Curriculum - Version 1.0 Page 285

294 Implementing Sage CRM v7.2 Sage CRM Finding Solutions There are several ways to find a solution. To search the database, right-click Find, and then click Solution. Enter a keyword, status, stage, area, or more as your search criteria. To view the solutions assigned to your team, click Team CRM. Then, click the Solutions tab. You can create a document from a solution or export the search results to a file to use outside of Sage CRM. Page 286 Certified Student Course Curriculum - Version 1.0

295 Sage CRM Implementing Sage CRM v7.2 Adding Solutions A Solution can be added to Sage CRM in any of these ways. Click New. From the New list, select Solution. Right-click or hover over New, and then click Solution. From a case, click the Solutions tab, and then click New. Before you add a new solution, you should search to see if a solution exists for the customer s issue. If one does exist, then you can link the solution to the case. If a solution does not exist, then you can add a new solution. Certified Student Course Curriculum - Version 1.0 Page 287

296 Implementing Sage CRM v7.2 Sage CRM Adding Solutions (continued) When you add a new solution to Sage CRM, on the Solution Entry Screen, there are several fields to enter the details about the solution. By default, several fields with a blue asterisk (*) appear. This blue asterisk means the field is required and you cannot save the record until the required fields are completed. Note: See the Online Help or the Sage CRM System Administrator Guide. After you save a solution, the Summary tab appears with the details you entered. If Workflow for solutions is enabled, actions appear on the bottom right of the Summary tab. You can use the Communications, Documents, and Cases tabs to send the solution through to the customer, link a case to the solution, and more. You can use the Tracking tab to see the history of actions taken for the solution. Approving and Publishing Solutions After a solution has been reviewed and approved, you can publish it to an internal or external knowledge base. You use workflow actions to approve and publish the solution. Page 288 Certified Student Course Curriculum - Version 1.0

297 Sage CRM Implementing Sage CRM v7.2 Adding Solutions (continued) Search and Add a Solution for a Case In this Practice, you will add a solution to Sage CRM for an existing case. Use the following criteria to complete the practice: Log on as Kylie Ward (wardk with no password) Search to see if an existing solution matches the Fourth Coffee company s reported issue Enter a new solution using the information provided Assign the solution to yourself (Kylie Ward) 1. Log on as Kylie Ward (user name: wardk, no password). 2. Right-click Find, and then click Case. 3. The Find Case page appears. In the Company Name field, enter Fourth Coffee. 4. Click Find. 5. Locate the Fourth Coffee company s Problem with creating a Quote case. Certified Student Course Curriculum - Version 1.0 Page 289

298 Implementing Sage CRM v7.2 Sage CRM Adding Solutions (continued) 6. Click the Solutions tab. 7. Click Link Solution. 8. First, you need to search existing solutions to see if one matches the reported customer issue. In the Link Solution field, enter %There are no products, and then click Find to see if a solution exists. Note: The % character you entered with the text is known as a wild card character used in keyword and Advanced searches in Sage CRM. For more information about using wild card characters in searches, see the Online Help. Page 290 Certified Student Course Curriculum - Version 1.0

299 Sage CRM Implementing Sage CRM v7.2 Adding Solutions (continued) 9. The search showed that no solutions exist. So, you need to create a new one. 10. Click Cancel to return to the Solutions List screen. Because no solution exists for the problem, you need to create a new one. 11. Click New Solution. 12. The Details page appears. Do the following: a. In the Description field, enter Quote Error Message. b. In the Details field, you should be very specific as to how to solve this issue. Enter the following: The Error There are no products for sale in this Pricing List with active UOM s for this currency. This error is the result of a company that has set multiple price lists, but the product selected is not part of that Price List. To solve this issue, deactivate the Price List in question so the user cannot select that particular Price List. To do this, click Administration > Data Management > Products > Price List. Another solution would be to ensure that the Product is active. Click Administration > Data Management > Products. Locate the Price List and verify that the Product is Active. Certified Student Course Curriculum - Version 1.0 Page 291

300 Implementing Sage CRM v7.2 Sage CRM Adding Solutions (continued) Note: If you have the details in another file, you can easily copy and paste them into the Details field. (CTRL+C, then CTRL+V) c. In the Assigned To field, click Find to activate the list. Select Kylie Ward. 13. Click Save. Page 292 Certified Student Course Curriculum - Version 1.0

301 Sage CRM Implementing Sage CRM v7.2 Adding Solutions (continued) Use Workflow Actions to Approve and Publish a Solution In this Practice, you will use Workflow Actions to approve and publish a solution. Use the following criteria to complete the practice: Log on as Kylie Ward (wardk with no password) For the new Quote Error Message solution you created in the previous exercise, use the Workflow actions to approve and publish the solution 1. Log on as Kylie Ward (user name: wardk, no password). 2. Click Recent and select the Quote Error Message solution. Note: Kylie s Recent list has her user preference set to not empty the list for each session. That is why you can see the recent list after each session. Certified Student Course Curriculum - Version 1.0 Page 293

302 Implementing Sage CRM v7.2 Sage CRM Adding Solutions (continued) 3. Start on the Summary tab of the Solution. In the Workflow actions on the bottom right, click Approve. 4. The Progress Solution page appears. 4. In the Tracking Note field, enter This solution has been reviewed and approved. 5. Then, click Save. Page 294 Certified Student Course Curriculum - Version 1.0

303 Sage CRM Implementing Sage CRM v7.2 Adding Solutions (continued) 6. Back at the Summary tab, click Publish. 7. In the Tracking Note field, enter This Solution is being published. Then, click Save. Notice that on the Status panel, the Stage is Reviewed and the Status is Published. Certified Student Course Curriculum - Version 1.0 Page 295

304 Implementing Sage CRM v7.2 Sage CRM Adding Solutions (continued) Solving and Closing Cases Once you determine, according to your business rules, that you are satisfied with a solution, the case can be progressed again to the next stage of Solved. Then, when the customer confirms that the solution fixes the problem, the case can be closed. Workflow for cases can assist in the progress of a case towards a conclusion. You can view the history of a case from the Tracking tab. In the next exercise, you will solve and close a case. You will log on as Kylie Ward to progress the case to the Solved stage. The workflow is set up so that when a case is moved to the Solved stage, it automatically gets closed. Page 296 Certified Student Course Curriculum - Version 1.0

305 Sage CRM Implementing Sage CRM v7.2 Adding Solutions (continued) Solve and Close a Case In this Practice, you will solve and close a case. Use the following criteria to complete the practice: Log on as Kylie Ward (wardk with no password) For the Problem with creating a Quote case, use the workflow action to progress the case as Solved and close it 1. Log on as Kylie Ward (user name: wardk, no password). 2. Click Recent and locate the Problem with creating a Quote Case for Fourth Coffee. 3. On the Summary tab, in the workflow on the bottom right side, click Solved. 4. The Progress Case page appears. Do the following: a. In the Solution Type field, enter Knowledge base/faqs. b. In the Assigned To field, select Kylie Ward. c. In the Solution Details field, enter Sent knowledge base article to client. d. In the Tracking Note field, enter This case is solved. 5. Click Save. Certified Student Course Curriculum - Version 1.0 Page 297

306 Implementing Sage CRM v7.2 Sage CRM Setting Up Notifications Notifications are alerts to announce something has occurred with one of the Sage CRM main entities. Notifications can be on-screen or in the form of an message. The Quick Notification functionality allows you to create notification rules. Notification rules can contain up to five conditions. If all or some of the conditions are satisfied, a notification message is sent to the specified user in an or on-screen. For example, you can create an notification rule for the Case entity to receive an if a case is created for a Gold customer or if a case is created with an SLA severity of High. Notifications are important to the business relationship with your companies. If something critical happens, such as an important customer has a issue with your product, you need to be notified so that you can respond and resolve the issue. Note: You can create notifications, containing more than five conditions, or a more complex trigger SQL clause by adding notification actions to Escalation Rules. These can be set up in Administration > Advanced Customization > Escalation, or within the context. Page 298 Certified Student Course Curriculum - Version 1.0

307 Sage CRM Implementing Sage CRM v7.2 Setting Up Notifications (continued) Create a Case Notification Rule In this Practice, you will create an on-screen notification rule for cases. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a case rule for Kylie Ward so that she is notified when a case is created for a Gold customer 1. Log on as the Admin (admin, no password). 2. Ensure that Workflow & Escalation Configuration is enabled: To do this, click Administration> Advanced Customization. 3. Click Workflow & Escalation Configuration. Certified Student Course Curriculum - Version 1.0 Page 299

308 Implementing Sage CRM v7.2 Sage CRM Setting Up Notifications (continued) 4. Verify that Escalation is set to Yes. 5. Now, let s create the notification rule. To return to the Administration home page, at the top of the page, click Administration. 6. Click Customization. 7. Click Cases. Page 300 Certified Student Course Curriculum - Version 1.0

309 Sage CRM Implementing Sage CRM v7.2 Setting Up Notifications (continued) 8. Click the Notifications tab. 9. Click New On Screen Notification. 10. In the Notifications panel, enter or select the following information: Notification Name: New case for Gold customer Field 1: Cases SLA Condition: Equal to Value: Gold Certified Student Course Curriculum - Version 1.0 Page 301

310 Implementing Sage CRM v7.2 Sage CRM Setting Up Notifications (continued) 11. In the On Screen Notification panel, do the following: a. In the Notification Message text box, select the fields to insert into the message from the Choose Field to insert into the Notification list and type the text part of the message. You will select the following fields: Cases - RefId [#case_referenceid#] Case Progress - Created Date [#case_createddate#] Cases - Company [#case_primarycompanyid#] Company - SLA [#comp_slaid#] b. Enter the text between the fields to make your message look like this: #case_referenceid# was opened #case_createddate# for #case_primarycompanyid#. This #case_primarycompanyid# is a #comp_slaid# c. In the Notify User field, click Find to active the list and select Kylie Ward. Page 302 Certified Student Course Curriculum - Version 1.0

311 Sage CRM Implementing Sage CRM v7.2 Setting Up Notifications (continued) 12. Click Save. The new Case notification rule is ready. Because you are using the demo data in the training, and some of the demo companies have Gold SLAs and open cases, you can log on as Kylie Ward to see the notifications. This is what Kylie sees when she clicks the Cases tab under My CRM. Certified Student Course Curriculum - Version 1.0 Page 303

312 Implementing Sage CRM v7.2 Sage CRM Lesson Review A Case represents a reported customer issue with a purchased product or service. In Sage CRM, you can enter the details of the issue and track the progress of the problem through to a solution and closure. Cases can be tied to Service Level Agreements (SLAs). In Sage CRM, SLAs define the time frames in which customer cases should be resolved and the steps that should be taken to reach an appropriate solution. You can define and customize the requirements for an SLA. There are several ways to add cases and manage their progress. A Solution represents the approved details of how a customer issue was resolved. Once approved, a solution is published and it can become an article in an internal and external knowledge base. Solutions are not linked to a company or person; however, they can be linked to multiple cases. Likewise, a case can be linked to multiple solutions. It is important to search for a solution to see if one already exists. If it does, then you can link it to the case. If a solution does not exist, then you can add it to Sage CRM. It is important that cases get resolved in a timely manner. Suppose you have a customer with a Gold SLA that reported a critical issue. You would like to be alerted when that customer opens an issue. Notifications can be set up for cases and other entities so that you or a team can be notified by or on-screen alert that an issue or possible critical situation exists. Page 304 Certified Student Course Curriculum - Version 1.0

313 Sage CRM Implementing Sage CRM v7.2 Lesson 13 Communications In Sage CRM, a Communication is an item that records an interaction with a person. When you record a communication, you select the type of action that describes what you did. These actions include: Phone call, , Letter, Meeting, Demo, and To Do. In Sage CRM, you can record a communication with tasks and appointments. You want to record all communications in Sage CRM. In a Customer Relationship Management system, such as Sage CRM, when you record each communication action, you and other Sage CRM users can see the history of the interactions. Having the history of interactions to refer to is key to maintaining the relationship with the person and company. The topics in this lesson include: Tasks Appointments Communications Management Scheduling Tasks and Appointments Lesson Review Certified Student Course Curriculum - Version 1.0 Page 305

314 Implementing Sage CRM v7.2 Sage CRM Tasks Tasks are a one-time type of action; you cannot set a recurrence. In Sage CRM, there are two types of Tasks: Quick Task: A type of task that is not assigned to a company or person. For example, you can schedule a quick task for yourself as a reminder to prepare a presentation. Quick Tasks do not appear on the Communications tab. Regular Task: A detailed task usually scheduled with a person or company. Regular tasks do appear on the Communications tab. If you also use Outlook to record tasks and you have set up Outlook Integration with Sage CRM, you can synchronize your tasks to Sage CRM. For more information, see the Microsoft Outlook and Exchange Server Integration section. Page 306 Certified Student Course Curriculum - Version 1.0

315 Sage CRM Implementing Sage CRM v7.2 Appointments Appointments are actions, such as a meeting, that you can set as a one-time only appointment or set a recurrence (every Tuesday at 10am). In Sage CRM, there are two types of Appointments: Quick appointments: A type of appointment that does not have to be scheduled with a person or company. Quick Appointments generally do not contain much detail. Think of them as quick reminders. Quick Appointments do not appear on the Communications tab. Regular appointments: A type of appointment usually scheduled with or linked to a company or person. In general, regular appointments have more detail. Regular appointments appear on the Communications tab. If you also use Outlook to record tasks and you have set up Outlook Integration with Sage CRM, you can synchronize your tasks to Sage CRM. For more information, see the Microsoft Outlook and Exchange Server Integration section. Note: The default number of occurrences for a recurring appointment is 200. You can change this number. Click Administration > System > System Behavior. Click Change and enter a different number in the Maximum Number of Occurrences field. Certified Student Course Curriculum - Version 1.0 Page 307

316 Implementing Sage CRM v7.2 Sage CRM Communications Management You can view, insert, edit, and delete communication tasks and appointments if your security profile permits. The following graphic shows the demo data security profiles and their Communication security rights. Note: Security Profiles are covered in the Security Management section. You view and manage scheduled tasks and appointments on a Calendar or on the Communications tab if the task or appointment is linked to a company, person, opportunity, case, lead, quote or order. Working with Calendars On the Calendar, you can schedule new tasks and appointments. You can open tasks and appointments and make changes to details, reschedule the item for another time, or delete it. On a Sage CRM calendar you can: Switch between List view or Calendar view modes View a calendar by year, month, week, or day Filter the calendar to display selected types of appointments or tasks Schedule a new task or appointment Send an Page 308 Certified Student Course Curriculum - Version 1.0

317 Sage CRM Implementing Sage CRM v7.2 Communications Management (continued) There are two places to view calendars: My CRM > Calendar: The My CRM Calendar tab displays your personal calendar. You can select to view another user s calendar. In order to do this, ensure that your My CRM Lists security settings allow it. The following image shows Susan Maye s personal calendar. Team CRM > Calendar: The Team CRM Calendar tab displays your team s appointments and tasks. You can select to view another Sage CRM team s calendar. In order to do this, ensure that your Team Lists security settings allow it. The following image shows the Direct Sales team s calendar. Note: Your ability to view other user s and team s calendars are set for you by the System Administrator on your user profile Security tab. Calendar Customization Each Sage CRM user can customize the look and feel of their own calendar. To do this, click My CRM, and then click the Preferences tab. Certified Student Course Curriculum - Version 1.0 Page 309

318 Implementing Sage CRM v7.2 Sage CRM Communications Management (continued) Communication Customization You can customize fields, screens, lists, tabs, notifications, and more for the Communication entity. Note: About Communication customizations, see the Online Help or the Sage CRM System Administrator Guide. Working with the Communications Tab Every main Sage CRM entity - Company, Person, Case, Lead, and Opportunity - as well as Quotes and Orders, has a Communications tab. The Communications tab shows the history of communications with the entity, quote, or order. The following image shows the Communications tab for an opportunity with Maverick Papers. On the Communications tab, you can: Filter items by action, status, type, and territory View the scheduled items in the Calendar or List view Schedule a new task or appointment Send an Page 310 Certified Student Course Curriculum - Version 1.0

319 Sage CRM Implementing Sage CRM v7.2 Communications Management (continued) Attach documents to the item Certified Student Course Curriculum - Version 1.0 Page 311

320 Implementing Sage CRM v7.2 Sage CRM Scheduling Tasks and Appointments Scheduling a task or appointment in Sage CRM is easy. You can: Click My CRM or Team CRM, and then from the Calendar tab, click New Task or New Appointment. Right-click New, and then under Actions, select Appointment or Task. Page 312 Certified Student Course Curriculum - Version 1.0

321 Sage CRM Implementing Sage CRM v7.2 Scheduling Tasks and Appointments (continued) Click the Communications tab for an entity (Company, Person, and so on) and then click New Task or New Appointment Synchronize your tasks and appointments with Outlook (Covered in the Microsoft Outlook and Exchange Server Integration section.) For example, you called John Sandberg of Fourth Coffee to talk to him about his CRM needs. To record this interaction with John, you can schedule a task, assign the action of Phone Out, and enter details of the conversation. This task then gets recorded to John s Communications tab as well as Fourth Coffee s Communications tab. In the next series of exercises, you will schedule quick tasks and appointments that are not linked to a company or person and then schedule regular tasks and appointments that are linked to a company or person. These exercises will help you to understand the differences between tasks and appointments and what you see on your calendar and on the Communications tab. Certified Student Course Curriculum - Version 1.0 Page 313

322 Implementing Sage CRM v7.2 Sage CRM Scheduling Tasks and Appointments (continued) Schedule a Quick Task and Appointment In this Practice, you will schedule a quick task and appointment. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Schedule a task reminder to speak to the printing company today Schedule an appointment to go to the bank today before closing time 1. Log on as Susan Maye (mayes, no password). 2. Click My CRM. 3. Click the Calendar tab. 4. Ensure you have the Calendar View open. If you have the List View open, click Calendar View. Page 314 Certified Student Course Curriculum - Version 1.0

323 Sage CRM Implementing Sage CRM v7.2 Scheduling Tasks and Appointments (continued) 5. To schedule the reminder to speak to the printer, in the Tasks panel, in the Quick Task field, enter Need to speak to the printer today. 6. Click New Quick Task. 7. The new task appears in the Tasks panel. 8. Next, you will schedule the quick appointment to go to the bank. In the Calendar panel, in the Quick Appointment field, enter Go to bank before closing time. 9. For the time, select 4:00pm and duration of 30 min. Certified Student Course Curriculum - Version 1.0 Page 315

324 Implementing Sage CRM v7.2 Sage CRM Scheduling Tasks and Appointments (continued) 10. Click New Quick Appointment. The new quick appointment appears in the Calendar panel for the scheduled time. To see the details of the appointment, hover over it or click it. Note: Quick Appointments scheduled in the Day view are scheduled for the day you are looking at, as opposed to the current day. Page 316 Certified Student Course Curriculum - Version 1.0

325 Sage CRM Implementing Sage CRM v7.2 Scheduling Tasks and Appointments (continued) Schedule a Regular Task and a Follow-up Appointment In this Practice, you will schedule a regular task that is linked to a person and when the task is completed, schedule a follow-up appointment. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Schedule a task to call John Sandberg at Fourth Coffee on Friday this week at 1:00pm to talk to him about his training needs After you make the call, schedule the follow-up meeting 1. Log on as Susan Maye (mayes, no password). 2. Click My CRM. 3. Click the Calendar tab. 4. Ensure you have the Calendar View open. If you have the List View open, click Calendar View. 5. Click New Task. Certified Student Course Curriculum - Version 1.0 Page 317

326 Implementing Sage CRM v7.2 Sage CRM Scheduling Tasks and Appointments (continued) 6. The New Task page appears. In the Company field, enter Fourth Coffee, and then click Find. The Fourth Coffee company name should appear in the field. 7. In the Person field, select John Sandberg. 8. In the Details panel, select or enter the following information: a. Action: Phone Out b. Subject: Call about training c. Details: Need to call John about the training he is looking for 9. In the Scheduling panel, enter the following information: Due Date / Time: Set for later today (your current date) at 1:00 PM Page 318 Certified Student Course Curriculum - Version 1.0

327 Sage CRM Implementing Sage CRM v7.2 Scheduling Tasks and Appointments (continued) 10. Click Save. Next, complete the call and schedule the follow-up meeting. 11. Click My CRM, and then click the Calendar tab. Make sure you are on the Calendar view. 12. In the Tasks panel, use the filter to view tasks for Today. 13. Find the task with John and click the Status check box. Certified Student Course Curriculum - Version 1.0 Page 319

328 Implementing Sage CRM v7.2 Sage CRM Scheduling Tasks and Appointments (continued) The Task Details page appears. Note that the Status field shows the task as Complete. 14. To schedule the follow-up meeting, in the Follow-up panel at the bottom of the page, click Create Follow-up Appointment. Page 320 Certified Student Course Curriculum - Version 1.0

329 Sage CRM Implementing Sage CRM v7.2 Scheduling Tasks and Appointments (continued) 15. Click Save. The enter new appointment page appears. 16. In the Details panel, select or enter the following information: a. Action: Meeting b. Subject: Meeting to set up training schedule c. Location: John s office d. Details: Spoke with John. He wants to meet at the end of month to set up the training 17. In the Scheduling panel, select or enter the following information: a. Date / Time: Set for last day of month (if it is a weekday) and select 11:AM b. Reminder: 15 minutes c. Send Reminder Message: select it d. Team: Direct Sales 18. Click Save. Note: To see a reminder message for an appointment, Escalation must be set to Yes. By default, it is set to Yes. The Escalation Service polls to see when an appointment or task is occurring in Sage CRM and notifies you. To configure Escalation, click Administration > Advanced Customization > Workflow & Escalation Configuration. Certified Student Course Curriculum - Version 1.0 Page 321

330 Implementing Sage CRM v7.2 Sage CRM Lesson Review In Sage CRM, a Communication is an action, such as phone call or meeting, that is recorded in the database. A common communication is the Appointment. You can create Quick Appointments to remind yourself or others of a meeting or deadline. Or you can create Regular Appointments that may occur on a regular schedule. Another type of Communication is the Task. You can create Quick Tasks in Sage CRM for simple things that need to be done. Or, if you need to involve greater complexity or detailed information, you can create a Regular Task and assign it to someone on your team. The Communications tab for an entity, order, or quote shows the history of communications with that entity or item. You can use the Communications tab to schedule a new task or appointment, send an , or attach documents to the item. The Calendar is a great way to view all of your Appointments, Tasks, or even other Calendars from different teams or users if you need to see historical information about customers or employees. Page 322 Certified Student Course Curriculum - Version 1.0

331 Sage CRM Implementing Sage CRM v7.2 Lesson 14 Documents In Sage CRM, Documents are letters, s, proposals, export files, and more that relate to your customers, suppliers, partners, and prospects. Keeping track of these documents is an integral part of helping you manage your business relationships. Documents can be created in Sage CRM or can come from outside sources. Documents created in Sage CRM can be generated using a document template or as a free form document. The topics in this lesson include: Documents Management Documents Creation Within Sage CRM Lesson Review Certified Student Course Curriculum - Version 1.0 Page 323

332 Implementing Sage CRM v7.2 Sage CRM Documents Management In Sage CRM, there are several places to track and manage documents. You can use the: Documents tab: Available within the context of a Company, Person, Opportunity, Case, Solution, and Quote. The Documents tab lists all documents for the selected entity or quote. Note: Documents in the Opportunity or Case Documents tabs are also visible in the Company and Person Documents tabs. Documents in the Person Documents tab are also visible in the Company Documents tab (unless the person is not linked to a company). Shared Documents tab: Available within the context of My CRM. The Shared Documents tab lists corporate documents by all users. Page 324 Certified Student Course Curriculum - Version 1.0

333 Sage CRM Implementing Sage CRM v7.2 Documents Management (continued) Note: All users have access to the Shared Documents tab. However, you may not have access to all documents within the Documents tab. You need to be a System Administrator or an Info Manager to upload documents to the Documents tab or to modify documents already uploaded. In addition, the System Administrator can limit the type and size of files that you can attach. Communications tab: You can drop a document onto any of the Communications tab lists to create a new communication record. The document is saved as an attachment to the communication. Filing Documents in Sage CRM There are several ways to file documents in Sage CRM: Upload an attachment: The upload attachment feature lets you browse to the network, the web server, or to your local drive to attach a file. You can upload an attachment when you are writing an or when attaching a document to the Documents tab. Drag and drop a file: The document drag-and-drop feature provides a short cut for linking documents, s, or any type of file from another application to customer data in Sage CRM. In a single drag and drop, you can easily move multiple documents onto the Drop files here to attach them. The Drop files here...area is a large drop zone available in most document-related areas in Sage CRM. Certified Student Course Curriculum - Version 1.0 Page 325

334 Implementing Sage CRM v7.2 Sage CRM Documents Management (continued) Note: Multiple file upload and the Drag and Drop zone area are only available with supported versions of Firefox and Chrome browsers. In supported versions of Internet Explorer, you can upload and drag and drop a single file. In Safari, you can upload a single file. Drag and drop is not available. For example, you receive a Request for Information (RFI) from a prospective customer. At present, you have the document saved on your local hard drive. To link this document to the prospect and make it available for others to look at, you can create a new library entry within the context of the prospect company. Mail Merge: The Mail Merge feature lets you create a document for one or more contacts. You can use an existing template or create your own template. You can save the template locally or share it with others. For more information, see the Documents Creation Within Sage CRM section. Downloading the Document Plug-in The document plug-in allows you to work with the Document Drop feature. It also gives you access to the Edit Attachment feature if the document you are viewing is in Draft status. Note: These features are only available in Internet Explorer. Page 326 Certified Student Course Curriculum - Version 1.0

335 Sage CRM Implementing Sage CRM v7.2 Documents Management (continued) The first time you open a feature requiring the plug-in, for example, you click the Calendar tab for My CRM, you are prompted to download the plug-in. Follow the onscreen instructions. You only need to download once. If you change computers, you may be prompted to download the plug-in again. Managing the Documents Library You can manage documents for Sage CRM using the Library Management feature. See the Library Management section. About the Demo Data Documents The demo data, preloaded with the Sage CRM installation, has sample documents and document templates. The following graphic shows the list of sample templates. Certified Student Course Curriculum - Version 1.0 Page 327

336 Implementing Sage CRM v7.2 Sage CRM Documents Management (continued) Add a File to the Shared Documents Tab In this Practice, you will Add a document to the Shared Documents tab so that all users can access it. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Add the Group file Susan US East contacts to the Shared Documents tab Log on as Kylie Ward (wardk, no password) to see the file 1. Log on as the Admin (admin, no password). 2. Click Main Menu. 3. Click the Groups tab. 4. In the list, click the Susan US East contacts group name. Page 328 Certified Student Course Curriculum - Version 1.0

337 Sage CRM Implementing Sage CRM v7.2 Documents Management (continued) 5. Before you export the file, click Refresh to see if any new contacts will be added to the group. 6. Click Export to File. 7. The Export Group - Susan US East contacts panel appears. Do the following: a. In the Export File Name field, enter All US East contacts. b. Keep the format as CSV. c. Ensure the Create entry in shared documents is selected. d. Click Save. Certified Student Course Curriculum - Version 1.0 Page 329

338 Implementing Sage CRM v7.2 Sage CRM Documents Management (continued) 8. In the Export Group page, do the following: a. In the Action field, select None. b. In the Subject field, enter Shared file created. c. Click Save. 9. Click Log off. 10. Next, log on as Kylie Ward to see the file on the Shared Documents tab. Log on as Kylie Ward (wardk, no password). 11. Click the Shared Documents tab. The file is listed on the tab. Page 330 Certified Student Course Curriculum - Version 1.0

339 Sage CRM Implementing Sage CRM v7.2 Documents Creation Within Sage CRM When you need to create a document, you can: Use a template. Format and type the document without a template. You can create a document to send to one person. You can also create a document and use mail merge to send it to a group of persons. Document Templates Document templates are files that contain Sage CRM merge fields. Merge fields are placeholders for information from the Sage CRM database that are inserted during a merge. Templates let you save time in creating the types of documents that you use frequently, such as weekly presentations, application forms, and expense reports. For example, the merge field <<comp_name>> is replaced by an actual Company name when the merge between the template and the database data is executed. Sample mail merge templates are included with Sage CRM and are available from the Shared Templates list. Shared templates are stored on the Sage CRM server. You can use one of the predefined templates to create a document, or you can create your own template. You can create document templates using: The embedded rich text editor: By default, Sage CRM opens a rich text editor that you can use to insert Sage CRM fields, add text and formatting, and more. Templates are saved in HTML format. You can add images to these templates, but any images must first be uploaded to the server. Microsoft Word: To ensure the template works properly, all merge fields entered into the template must correspond to the exact field name in Sage CRM. You should only enter merge fields from one entity when creating a template. And when you upload it, you must associate it with the entity from which you have entered merge fields. You can save templates locally or upload them to the Sage CRM web server as personal templates so that you can reuse them when needed. This is very important to remember - The merge fields available to you depend on the context you are in, so you need to make sure that you start the merge in the correct context. For example, if you want to include opportunity merge fields in the template, you need to start the mail merge process from within the context of an opportunity. Certified Student Course Curriculum - Version 1.0 Page 331

340 Implementing Sage CRM v7.2 Sage CRM Documents Creation Within Sage CRM (continued) Create a Document Template In this Practice, you will create a document template to send to customers for case resolution. Use the following criteria to complete the practice: Log on as Kylie Ward (wardk, no password) Create a template using Case merge fields Use the text provided in the steps 1. Log on as Kylie Ward (wardk, no password). 2. Open any Case record. 3. Click the Documents tab, and then click Start Mail Merge. 4. Click Create Template. Page 332 Certified Student Course Curriculum - Version 1.0

341 Sage CRM Implementing Sage CRM v7.2 Documents Creation Within Sage CRM (continued) 5. The Create and Merge Document page appears and the Rich Text Editor is open. In the File field, enter Inform Customer of Case Resolution. 6. In the Description field, enter Let customer know that case was resolved. 7. In the blank text area below the formatting toolbars, create the main body of the template by inserting Sage CRM fields and entering text: From the Insert Sage CRM Field list, select the fields to create the template: Person: First Name <space> Person: Last Name [Enter] Person: Title [Enter] Company: Company Name [Enter] Address: Address 1 [Enter] Address: Address 2 [Enter] Address: City, <space>address: State <space>address: Zip Code[Enter] Certified Student Course Curriculum - Version 1.0 Page 333

342 Implementing Sage CRM v7.2 Sage CRM Documents Creation Within Sage CRM (continued) 8. Add the following text and insert fields: This notice is to inform you that [Insert field< Cases: Ref> ] has been resolved. If you have any questions or concerns, please contact me. Thank you. [Insert field<cases: Assigned To><Users: Phone> <Users: >] Note: You can paste content from Microsoft Word or HTML source code if you have it available. 9. Click Save Template. The template is saved in HTML format. You can share the template with others. To do this, it to your System Administrator and have them upload it to the Global Templates Library folder on the server. Page 334 Certified Student Course Curriculum - Version 1.0

343 Sage CRM Implementing Sage CRM v7.2 Lesson Review In this lesson, you learned how to: View and manage documents in Sage CRM Keeping track of documents, such as letters, s, proposals, and more that relate to your customers, suppliers, partners, and prospects is an important part of managing your business relationships. There are several places for you to view and manage documents: Documents tab and Communications tab within an entity, and the Shared Documents tab. There are several ways to file documents in Sage CRM. You can: Upload an attachment, drag and drop files, and use the Mail Merge feature to create a document template that can be saved to Sage CRM. Create a document within Sage CRM Documents created in Sage CRM can be generated using a document template or as a free form document. Templates contain Sage CRM merge fields and your own text. Templates let you save time in creating the types of documents that you use frequently, such as weekly presentations, application forms, and expense reports. You can use the Rich Text Editor or Microsoft Word to create templates. Templates can be saved locally or shared with others. To share them with others, send the template to the System Administrator so it can be uploaded to the Global Templates Library folder on the server. Certified Student Course Curriculum - Version 1.0 Page 335

344 Implementing Sage CRM v7.2 Sage CRM Lesson 15 Management When you are deciding on the appropriate configuration for managing with Sage CRM, your choices should be influenced by the answers to three key questions: How do you want to write and send ? How do you want to record outbound ? How do you get from other sources into Sage CRM? management in Sage CRM involves various levels of configuration for the available tools. Some of the more advanced features you may not need. Some basic features let you work with templates and configuring alias for groups or teams to send or respond to customer s. The topics in this lesson include: Writing and Sending from Sage CRM Recording Outbound s to Sage CRM Recording Incoming s to Sage CRM CMailServer in the Training Environment Configuration Settings Templates Aliases Page 336 Certified Student Course Curriculum - Version 1.0

345 Sage CRM Implementing Sage CRM v7.2 Writing and Sending from Sage CRM With Sage CRM, several tools are available for writing and sending . You can use: The Embedded Editor Microsoft Outlook The Embedded Editor and Outlook are not mutually exclusive options for writing and sending . You can use both. Note: By default, both the Embedded Editor and Outlook are enabled for you.: Embedded Editor With the Embedded Editor, when you click an address or the New button, a frame displays at the bottom of the screen. This frame contains tools associated with a typical interface, including fields for specifying recipients, formatting buttons, and an area for writing the text of the message. To send the message, you click the Send button. The specified mail server handles the transfer of the message. Other considerations when you use the Embedded Editor to write and send are: You can switch the Embedded Editor screen from Split, Normal and Popup by changing the Screen Position setting in the My CRM > Preferences tab. You can select a template from the Template list or leave the default selection to start a blank . The From list contains your address by default. However, if you have been given permission to send s from other accounts, you can select the addresses from this list. You can also change your default address in My CRM > Preferences if you have been given permission to send s from other accounts. You can attach shared documents and local files to the message. When the message is recorded to the Communications tab, the attachment is indicated with a red paperclip icon. Attachments can be viewed in the Documents folder of the entity. An out action is automatically created on the Communications tab for each person the was sent to. Before the action is recorded, you can change the default entries for some of the Communication fields. If the person is related to a Company, the out action is created on the Company Communications tab as well. The message does not appear in the Sent Items folder of Outlook. Certified Student Course Curriculum - Version 1.0 Page 337

346 Implementing Sage CRM v7.2 Sage CRM Writing and Sending from Sage CRM (continued) Microsoft Outlook With Microsoft Outlook, when you click an address or the New button, Outlook opens. You use the familiar Outlook menus and toolbars to write the message. To send the message, you click the Send using Outlook button. The specified mail server in Outlook handles the transfer of the message. Other considerations when you use the Send using Outlook button are: An out action is automatically created on the Communications tab for each person the was sent to. If the person is related to a Company, the out action is saved on the Company Communications tab as well. You can attach shared documents and local files to the message. When the message is recorded to the Communications tab, the attachment is indicated with a red paperclip icon. Attachments can be viewed in the Documents folder of the entity. The message appears in the Sent Items folder of Outlook. Note: See the Microsoft Outlook and Exchange Server Integration section for details on using Microsoft Outlook with Sage CRM. Page 338 Certified Student Course Curriculum - Version 1.0

347 Sage CRM Implementing Sage CRM v7.2 Recording Outbound s to Sage CRM s sent to persons or companies are recorded as outbound communications. You can use one of two tools to record outbound s to Sage CRM: The embedded CRM tool The Management Server Embedded CRM Tool If you use the embedded CRM tool with the Embedded Editor to send a message, the message gets recorded to the Communications tab for the recipients (if they are Sage CRM records). The embedded CRM tool can only track activity that takes place within Sage CRM. If you use Outlook to send a message, how the message gets recorded to the Communications tab depends on how you use Outlook: If you have Outlook and the Embedded Editor enabled for use with Sage CRM, you have both options available for sending the message. Both options record the message to the Communications tab. Only the text written while in Sage CRM is stored which means any changes to the message made within Outlook cannot be recorded to the Communications tab. If you only use Outlook, with the Embedded Editor disabled, Outlook launches directly in a new window when you click an address or the New E- mail button. Sage CRM does not record the which means the message does not get automatically recorded to the Communications tab. However, you can drag and drop the message from Outlook to Sage CRM. As stated earlier in the lesson, by default, both the Embedded Editor and Outlook are enabled to send . Management Server The Management Server runs outside of a Sage CRM as a Windows service. When you have the Management Server running, it processes inbound and outbound s according to the predefined business rules. The Manager functionality is available whether you use the Embedded Editor or Outlook to handle outbound mail. It is also used to transfer from Outlook to Sage CRM. Note: We will not be covering the Management Server in this training. For more information, refer to the Online Help. Certified Student Course Curriculum - Version 1.0 Page 339

348 Implementing Sage CRM v7.2 Sage CRM Recording Incoming s to Sage CRM Incoming messages are not delivered directly to Sage CRM. Messages are received by your chosen client. However, you have several options to record or file incoming messages: If you are running the Management Server, you can forward s to the Mail Manager Server Filing Address for filing. You can select s in Outlook and file them to Sage CRM. Note: See the Microsoft Outlook and Exchange Server Integration section for details on using Microsoft Outlook with Sage CRM. You can drag and drop s into Sage CRM. Page 340 Certified Student Course Curriculum - Version 1.0

349 Sage CRM Implementing Sage CRM v7.2 CMailServer in the Training Environment CMailServer is a small and easy-to-administer server and web mail server software application. It enables you to send and receive across the Internet or within your network. The purpose of using CMailServer in the training environment is to simulate a realistic scenario for sending and receiving s. This program is free for a five-user trial at CMailServer is already configured with several accounts and domains so that you can use and Classic Outlook Integration features. Note: Sage Software, Inc. is in no way affiliated with CMailServer or Youngzsoft.. Certified Student Course Curriculum - Version 1.0 Page 341

350 Implementing Sage CRM v7.2 Sage CRM Configuration Settings configuration settings are located at: Administration > And Documents > Configuration. From this configuration panel, you select options for tools, filing, and SMS settings. Note: Short Message Service (SMS) is a text messaging service component of phone, web, or mobile communication systems, using standardized communications protocols that allow the exchange of short text messages between fixed line or mobile phone devices. SMS settings are not covered in this training. The following table explains the fields on the /SMS configuration screen. Field Use CRM s embedded editor Allow send using Outlook Send mail using Send as HTML Outbound s should be filed by Mail Manager Server filing address Outgoing mail server (SMTP) Description Provides access to the Send button within all Communications tabs and activates the Embedded Editor when you click an link. The default setting is Yes. Provides access to the Send Using Outlook button within the Embedded Editor and opens Outlook to process the message. The default setting is Yes Select from CDONTS/CDOSYS or Internal SMTP. The default setting is Internal SMTP. Allows s to be sent in HTML format. The default setting is Yes. Two choices: CRM or Management Server. Selecting CRM means that for outbound s, Sage CRM files the s. The standard Sage CRM outbound filing is to store a copy of the in the Communications record against the company or person receiving the message. Selecting Management Server means that the Mail Management Server Filing address gets "BCCed" on all outbound s. The outbound gets filed according to the business rules applied to the BCC address in the associated script file, or the rule sets defined in Sage CRM. The default setting is CRM. Type the prefix that gets added in between the mailto recipient and the Mail Manager Server Filing Address for mailto tags. The default is &bcc=, which puts the Mail Manager Server Filing Address in the BCC line of the . Specify the name or IP address of your mail server, if you are using Internal SMTP. Page 342 Certified Student Course Curriculum - Version 1.0

351 Sage CRM Implementing Sage CRM v7.2 Configuration Settings (continued) SMTP port SMTP User Name SMTP Password SMS domain name SMTP server for SMS messaging Use SMS features SMS From Address Defaults to 25, change only if your Server Port differs from 25. Enter the User Name for the SMTP server, if your mail server is using Basic SMTP authentication. Enter the password for the SMTP server, if your mail server is using Basic SMTP authentication. The SMS gateway needed to pick up the messages from the incoming mail folder of an server. An SMS gateway is a telecommunications network facility for sending or receiving Short Message Server (SMS) transmissions to or from a telecommunications network that supports SMS. The address format it recognizes to send as the SMS message is <phone number>@<sms domain>. For example @sms.domain.com. Enter the name or IP address of the mail server used for SMS messaging. Indicates whether you want to use SMS features. The default setting is No. You must restart Sage CRM if you set this field to Yes. The SMS From Address is any valid address. It is used by the Send SMS workflow action. If this field is left blank, the workflow rule will try to use the logged on user s address. If the logged on user s address is not available, then the SMS From Address will not be populated. Note: From an out-of-the-box implementation to set up with Sage CRM, the only setting you need to configure is the Outgoing mail server setting. Certified Student Course Curriculum - Version 1.0 Page 343

352 Implementing Sage CRM v7.2 Sage CRM Configuration Settings (continued) Set Up the Outgoing Mail Server In this Practice, you will set up the outgoing mail server (SMTP) so that you can send mail. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Set up the SMTP field so that you can send in future exercises 1. Log on as the Admin (admin, no password). 2. Click Administration > and Documents. 3. Click Configuration. 4. Click Change. Page 344 Certified Student Course Curriculum - Version 1.0

353 Sage CRM Implementing Sage CRM v7.2 Configuration Settings (continued) 5. If the Authentication Required dialog box appears, enter the User Name and Password for the server. 6. In the Outgoing mail server (SMTP) field, enter Click Save. Note: is a special IP address that actually points to your computer. This IP address is also referred to as the local host. Certified Student Course Curriculum - Version 1.0 Page 345

354 Implementing Sage CRM v7.2 Sage CRM Configuration Settings (continued) Write and Send Using the Embedded Editor In this Practice, you will write and send an message using the Embedded Editor. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) Use the Embedded Editor to send an to Simon Yaltoy of Gatecom Inc. Attach a file to the 1. Log on as Susan Maye (mayes, no password). 2. Right-click Find, and then click Person. 3. In the Last Name field, enter Yaltoy, and then click Find. 4. In the search results, click Simon s name to open his record. 5. At the top right of Simon s record, click his address. 6. The Editor appears. In the Subject field, enter What s New in Sage CRM. 7. In the message body area, enter Simon, here is the What's New in Sage CRM document that you requested. Page 346 Certified Student Course Curriculum - Version 1.0

355 Sage CRM Implementing Sage CRM v7.2 Configuration Settings (continued) 8. In the local file attachment area, click Browse and locate the C:\\Student\Sage CRM Whats New Guide.pdf document. 9. Then, click Upload Attachment. 10. Click Send . This message is recorded as an action type of out and appears on the company s Communications tab as well as Simon s Communications tab for his person record. Certified Student Course Curriculum - Version 1.0 Page 347

356 Implementing Sage CRM v7.2 Sage CRM Templates templates work the same way as document templates that you learned about in the previous lesson. You can set up templates that can be reused, which saves the time and effort involved in creating s from scratch. You add merge fields and your own text to create the template. The merge fields pull data from the database. You can select to create an template with merge fields for all entities, or you can filter the template to only pull data from merge fields for a specific entity, such as Cases. In the next exercise, you will set up an template to use with Cases. You ve been spending a lot of time lately writing the same every time a case gets created. You need a case template that you can substitute for your manually written s. Set Up an Template In this Practice, you will set up an template to notify a customer a case was opened for their reported issue. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Create a Case template that you can use to notify a customer that a case has been created for the reported problem 1. Log on as the Admin (admin, no password). 2. Click Administration > and Documents. Page 348 Certified Student Course Curriculum - Version 1.0

357 Sage CRM Implementing Sage CRM v7.2 Templates (continued) 3. Click Templates. 4. The Templates list appears. Notice there are some demo templates already created for you. To begin creating the new template, click New. The New Template panel appears. 5. Enter or select the following information in the fields: a. Template Name: New Case Template b. For entity: Cases c. From: Keep the default <None>. You can add your name later. d. Subject: A new Case has been created e. Choose Field to insert into the Select from the applicable Cases and User fields to create the following message. Type the text, then where the #<fieldname># appears, select the field from the list. Case reference #case_referenceid# has been created concerning the following issue: #case_problemnote#. It has been designated a problem type: #case_problemtype#. The case has been assigned to #case_assigneduserid#. Sincerely, #user_firstname# #user_lastname#, #user_title# #user_ address# Certified Student Course Curriculum - Version 1.0 Page 349

358 Implementing Sage CRM v7.2 Sage CRM Templates (continued) 6. Click Save. The Templates list appears. Notice that your new case template is in the list. Page 350 Certified Student Course Curriculum - Version 1.0

359 Sage CRM Implementing Sage CRM v7.2 Aliases aliases are nothing more than different ways to mail to a certain mailbox. Just like a single person can be reached on more than one phone number, a single mailbox can be reached via different addresses. aliases let you specify a list of accounts in Sage CRM that can be used for sending s. These accounts can be restricted to particular users or teams. For example, the support@domain.com address can be made available only to users in the Customer Care Team as well as to a number of specified users. In the next exercise, you will create a support alias. This support alias will be used to send to support customers from Sage CRM. The Customer Service and Direct Sales teams will be enabled to send s from this new alias. The Customer Service team will be enabled to receive s from this new alias. Set Up an Alias In this Practice, you will create an alias that you can use to externally with Sage CRM. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Set up a support alias with the From restricted to Customer Service and the Direct Sales teams Restrict the To (receive) for the Customer Service team Log on as Susan Maye (mayes, no password) to test the alias 1. Log on as the Admin (admin, no password). 2. Click Administration > and Documents. Certified Student Course Curriculum - Version 1.0 Page 351

360 Implementing Sage CRM v7.2 Sage CRM Aliases (continued) 3. Click Aliases. 4. Click New. The Address Options panel appears. 5. Enter or select the following information in the fields: a. Address: b. Display Name: Support at panoply-tech c. Enabled as a from address: Select this option. This allows s to be sent from the new alias. d. Restrict to Teams: Select Customer Service and Direct Sales Hold down the CTRL key to select more than one item in this field. This option limits the use of the new alias to users from either of the selected teams. e. Enabled as a reply to address: Select this option. This allows s to be replied to. f. Restrict To Teams: Select Customer Service. This option limits the users on the selected team to use the alias as a reply address. Page 352 Certified Student Course Curriculum - Version 1.0

361 Sage CRM Implementing Sage CRM v7.2 Aliases (continued) 6. Click Save. The Address Options panel appears with the details of the new alias. Now, let s test it. 7. Click Log Off. 8. Log on as Susan Maye (mayes, no password). 9. Right-click New, and then click The New panel appears. In the From selection list, click the down arrow. The new Support@panoply-tech alias is available for Susan because she is a member of the Direct Sales team. Certified Student Course Curriculum - Version 1.0 Page 353

362 Implementing Sage CRM v7.2 Sage CRM Aliases (continued) 11. In the Reply to selection list, click the down arrow. Notice that the alias is not available for Susan because you restricted replies to the Customer Service team and she is not a member of that team. However, she is a member of the Direct Sales team and in this example, that team has an alias set up for it. That s why you see the Reply to field. You would not see the Reply to field if the user and or team is restricted from replying to messages. 12. Click Cancel. Page 354 Certified Student Course Curriculum - Version 1.0

363 Sage CRM Implementing Sage CRM v7.2 Lesson Review The tools available in Sage CRM help support your communication, and organization of communication, with clients, prospective customers, and internal employees. It is important to ask three questions concerning during the initial Sage CRM setup: How do you want to send s? How do you want to record outbound s? How do you get s into Sage CRM? After these three questions have been answered, you will find it much easier to configure and set up your process. The Embedded Editor and Outlook are available tools for writing and sending . The embedded Sage CRM feature or the Management service can be used for recording outbound s to Sage CRM. You have several options available for filing incoming s to Sage CRM: The Management service, Outlook integration File , and drag and drop. The Embedded Editor allows you to create templates for frequently sent messages, such as acknowledgements from Customer Service. templates can help to reduce the amount of time spent writing and sending s. Aliases are used so that several people can respond from one single address, such as a support address. Certified Student Course Curriculum - Version 1.0 Page 355

364 Implementing Sage CRM v7.2 Sage CRM Lesson 16 Microsoft Outlook and Exchange Server Integration Sage CRM supports integration and synchronization with Outlook (called Classic Outlook Integration) and Exchange Server. You will learn about the Classic Outlook integration between Sage CRM and your individual Outlook mail client profile, as well as the Exchange Server integration between Sage CRM and Microsoft Exchange Server. The topics in this lesson include: Classic Outlook Integration Requirements Using Sage CRM Actions Within Outlook Filing from Outlook to Sage CRM Filing Options in Sage CRM Adding and Synchronizing Contacts Between Outlook and Sage CRM Synchronizing Appointments and Tasks Lesson Review Page 356 Certified Student Course Curriculum - Version 1.0

365 Sage CRM Implementing Sage CRM v7.2 Classic Outlook Integration Requirements Classic Outlook Integration is an integration between Sage CRM and your individual Outlook mail client and profile. You can write, send, and process your s and synchronize your data and appointments between Sage CRM and Outlook. Each Sage CRM user that wants to use Classic Outlook Integration must download and install the Outlook plugin. Once the plugin is installed, you can file your Outlook to Sage CRM, add and synchronize your contacts, and synchronize your tasks and appointments between Sage CRM and Outlook. Before you use Classic Outlook Integration, consider the following requirements for the web server and client environment. On the web server, in Sage CRM: The Use Outlook Plug-in option must be set to Yes in the User Configuration panel. By default, it is set to Yes, but you can verify it. To verify, click Administration > Users > User Configuration. On the client environment: You must have a supported Outlook version installed and set up before installing the plugin. Some newer versions of Outlook may disable the plugin. To install the Outlook Integration plugin, you must be an administrator or power user on your computer. You must use Internet Explorer as your browser. Classic Outlook Integration only works with Internet Explorer. Open Sage CRM and verify the following preference setting (My CRM > Preferences): Certified Student Course Curriculum - Version 1.0 Page 357

366 Implementing Sage CRM v7.2 Sage CRM Classic Outlook Integration Requirements (continued) For appointments and tasks to synchronize correctly, your Sage CRM Time Zone setting must match the time zone setting of your client machine. Click My CRM > Preferences. In the Date/Time Preferences panel, verify or change the Time Zone settings. The following graphic shows Susan Maye s Time Zone setting. Preferences panel. The following graphic shows the change being made for Susan Maye to use the functionality. Note: In the training environment, you are using Outlook 2010, so you will not see the Sage CRM menu in Outlook. You only get the CRM tab with its filing and sync tools. Page 358 Certified Student Course Curriculum - Version 1.0

367 Sage CRM Implementing Sage CRM v7.2 Classic Outlook Integration Requirements (continued) Download and Install the Microsoft Outlook Plugin In this Practice, you will download and install the Microsoft Outlook Integration plugin so that you can use Classic Outlook integration with Sage CRM. Use the following criteria to complete the practice: Ensure Internet Explorer is your default browser Log on as Susan Maye (mayes, no password) From the Preferences tab in My CRM, download the plugin, install it, and complete the workaround steps Open Outlook to see the Sage CRM tools 1. Close Microsoft Outlook if it is open. 2. Using Internet Explorer, enter the Sage CRM URL address: Or, you can open the ReadMe file and click the Logon link. 3. Log on as Susan Maye (mayes, no password). 4. Click My CRM, and then click the Preferences tab. 5. Click Install CRM Outlook Integration. 6. The CRM Outlook Plug-in installation panel appears. This panel tells you the software you need to have installed to make the plugin work correctly. You already have all the required software. 7. In the Do you want to run or save CRMClientSetup.exe from srvxx message box at the bottom of the screen, click Run. Certified Student Course Curriculum - Version 1.0 Page 359

368 Implementing Sage CRM v7.2 Sage CRM Classic Outlook Integration Requirements (continued) Note: If you are messaged to resend the request to the server, click Retry. If you have to retry, you need to open the Preferences tab again, and click Install CRM Outlook Plugin one more time. 8. Click Install to proceed with the download and follow any message prompts. 9. The Download is complete. Next, you will install the plugin. When the InstallShield Wizard page appears, before you click Next, if you have Internet Explorer open, you must close it. So, close Internet Explorer. Page 360 Certified Student Course Curriculum - Version 1.0

369 Sage CRM Implementing Sage CRM v7.2 Classic Outlook Integration Requirements (continued) 10. Click Next. 11. On the Setup page, ensure Complete is selected, and then click Next. Certified Student Course Curriculum - Version 1.0 Page 361

370 Implementing Sage CRM v7.2 Sage CRM Classic Outlook Integration Requirements (continued) 12. On the CRM Server Connection page, keep the default information, and then click Next. 13. Click Install to begin the installation. Be patient, this may take a few minutes. 14. When setup is complete, click Finish. 15. Open Microsoft Outlook. 16. At the Logon to Sage CRM screen, the user name of Mayes appears. Susan does not have a Sage CRM password, so keep it blank. Click Logon. Page 362 Certified Student Course Curriculum - Version 1.0

371 Sage CRM Implementing Sage CRM v7.2 Classic Outlook Integration Requirements (continued) 17. Click the CRM tab to see the tools you can use to manage contacts, s, and synchronization between Outlook and Sage CRM. 18. Because you are using the demo data that includes existing tasks and appointments, you should click Sync now. That way, you can get an idea of what the synchronization process looks like and you want these items to immediately sync to Outlook. Certified Student Course Curriculum - Version 1.0 Page 363

372 Implementing Sage CRM v7.2 Sage CRM Using Sage CRM Actions Within Outlook After the Outlook plugin has been installed, when you open Outlook, a CRM tab appears in Outlook. The CRM tab has tools you can use to manage contacts, s, and synchronization between Outlook and Sage CRM. The following table explains the CRM tools you see in Outlook If you use Outlook 2007, refer to the Online Help for the available options. Tool File Add Contact View Conflict Log View Skipped Items Sync Info Reset Options Uninstall Description File single or multiple messages with the company or person record in Sage CRM. Adds a selected Outlook contact to Sage CRM. View conflicts which occurred during synchronization. Conflict information is generated if two people change the same information in Outlook or Sage CRM since the last synchronization. See the Show Conflicts setting in the next table. View details about items that were skipped during synchronization. For more information, see Reviewing Skipped Items in the Online Help. Resets mappings between synchronized contacts, appointments and tasks back to the state they were in after the first post-plugin-install synchronization. Take care using this option! View connection information and set an automatic synchronization frequency schedule between Outlook and Sage CRM. Uninstalls the Outlook plugin. Page 364 Certified Student Course Curriculum - Version 1.0

373 Sage CRM Implementing Sage CRM v7.2 Using Sage CRM Actions Within Outlook (continued) You use the Options settings to view and change connection information and to set an automatic synchronization schedule between Outlook and Sage CRM. The following table explains the fields on the CRM Options page. Tool Server Name Install Name Use HTTPS Sync Every (mins) Show Conflicts Warning if Sync to Delete More Than [ ] Items Description Sage CRM install server name. Sage CRM install name. Select if you use an HTTPS (secure) connection. Sets the automatic synchronization interval. By default, this is set for 10 minutes. Select to display the Synchronization Conflicts window after each synchronization. By default, this is not selected. A dialog box appears if more than the specified number of records in Sage CRM are going to be deleted as a result of a synchronization. You can then decide to proceed with the deletions or to stop them. Certified Student Course Curriculum - Version 1.0 Page 365

374 Implementing Sage CRM v7.2 Sage CRM Filing from Outlook to Sage CRM You can file s from any Outlook folder to records in Sage CRM. You can select a single or you can select a batch of s. When you select an and then click File > , Sage CRM tries to match the Outlook address to a Sage CRM address. If a match is found, then Sage CRM automatically completes fields in the Details page for you. If no match is found, the following message appears and you must manually match the to a record in Sage CRM. When you perform a batch filing, Sage CRM only looks for a match with the first address in the batch you selected. It is recommended that all s in the Outlook-based batch have the same address. Page 366 Certified Student Course Curriculum - Version 1.0

375 Sage CRM Implementing Sage CRM v7.2 Filing Options in Sage CRM When the Details page opens in Sage CRM, filing options are available for how Sage CRM should record the item. By default, the is recorded to Sage CRM as a Communication record with the type of In, but you can select any type. For the File by data and time setting, you can select to file the message by the Original received date and time or the current date and time. If you want to reply to the message being filed, click File and View . A message reply window appears that you can use to write details and send the message. You can also and drag and drop s directly from Outlook onto the Document Drop area located on the Communications or Documents tab in Sage CRM. This method stores the whole as an attachment to the communication record. The graphic below shows an from Susan Maye s Outlook mail that was dropped onto the Communications tab for Larry Butterfield. Certified Student Course Curriculum - Version 1.0 Page 367

376 Implementing Sage CRM v7.2 Sage CRM Filing Options in Sage CRM (continued) File an Outlook to Sage CRM In this Practice, you will file an Outlook mail message to Sage CRM. Use the following criteria to complete the practice: Open Susan Maye s Outlook training account Select an message and file it to Sage CRM 1. Open Outlook. 2. From the Inbox, select the message from Larry Butterfield. 3. Click the CRM tab, and then click File The File page appears. In the Target panel, if the message included a company name, Sage CRM matches the company name if possible, and matches any person records for the company. Page 368 Certified Student Course Curriculum - Version 1.0

377 Sage CRM Implementing Sage CRM v7.2 Filing Options in Sage CRM (continued) 5. In the About field, if you want to file the to a specific opportunity, case, order or quote for the company, click the arrow to select a category, and then click Find to locate it. 6. On the Filing Options tab: a. In the Status field, select from Cancelled, Complete (default), Pending, or In Progress to best describe the status of the item being filed. b. In the File by date and time field, select to file the by the original date and time the was received or by the current date and time. c. In the Action field, keep the default of In or select an option that best describes the item being filed. 7. To save the item to the record, click File Note: To save the item to the record and write and send a reply message, click File and View . Certified Student Course Curriculum - Version 1.0 Page 369

378 Implementing Sage CRM v7.2 Sage CRM Adding and Synchronizing Contacts Between Outlook and Sage CRM You can add your Outlook contacts to Sage CRM. When you select a contact and then click the Add Contact button in Outlook, Sage CRM tries to match the contact s last name and any company name if one exists. Sage CRM duplication rules apply when adding contacts from Outlook. If a match is not found, the contact and company are added to Sage CRM. Note: You cannot add a contact from Outlook to Sage CRM if the contact in Outlook has company information and you do not have insert rights to the company entity. After the contact is successfully added to Sage CRM, the synchronization link is established between Outlook and Sage CRM. The contact category in Outlook is set to CRM Contact. Page 370 Certified Student Course Curriculum - Version 1.0

379 Sage CRM Implementing Sage CRM v7.2 Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) Any changes made to the contact in either application will synchronize. However, if you change company information for a contact in Outlook and then synchronize with Sage CRM, the updated company information will not be carried through to Sage CRM. You must manually update the company information for this contact in Sage CRM. Note: If you have a large number of Outlook contacts you want to add to Sage CRM, you can use Data Upload. For more information, see the Data Upload section. You can add Sage CRM contacts to Outlook. The Contacts tab under My CRM contains a list of contacts to synchronize with Outlook. You can manage the contacts you want to synchronize with Outlook from this tab. You can add Sage CRM contacts to the list and remove contacts. Certified Student Course Curriculum - Version 1.0 Page 371

380 Implementing Sage CRM v7.2 Sage CRM Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) Using the actions buttons to the right on the Contacts tab, you can add a group of contacts from Sage CRM to Outlook. Your choices include: Add all contacts/persons where you are the Account Manager Add all contacts at companies where you are the Account Manager Add all contacts for My Communications Add all contacts for My Opportunities Add all contacts for My Cases You can also use the Add to My Contacts button to add a person to the Contacts tab from the Summary tab of any person. Synchronization can be done manually using the Sync button in Outlook, or it can be done automatically at specified intervals. Page 372 Certified Student Course Curriculum - Version 1.0

381 Sage CRM Implementing Sage CRM v7.2 Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) Contact Fields Mapping for Synchronization The following table shows how fields are mapped between Outlook and Sage CRM for contact synchronization: Title First Middle Last Job Title Company Outlook Field Salutation First Name Middle Last Name Title Company Name Sage CRM Field Street Split between Address 1, Address 2, Address 3, and Address 4 City State/Province ZIP/Postal code Country/Region Business Phone Country/Region Business Phone City/Area code Business Phone Local Number Business Fax Country/Region Business Fax City/Area Code Business Fax Local Number Home Phone Country/Region Home Phone City/Area Code Home Phone Local Number Mobile Phone Country/Region Mobile Phone City/Area Code Mobile Phone Local Number Web page Department Categories City State ZIP Code Country Business Country Business Area [Phone/ ] Business Fax Country Fax Area [Phone/ ] Fax Home Country Home Area Home Number Mobile Country Mobile Area Mobile Number [Phone/ ] Business Website Department [hardcoded in Outlook to CRM Contact. Only updated in Outlook] Note: If an Outlook contact address is more than four lines, then the additional lines are concatenated into the Sage CRM Address 4 field. Certified Student Course Curriculum - Version 1.0 Page 373

382 Implementing Sage CRM v7.2 Sage CRM Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) Add and Synchronize Contacts Between Sage CRM and Outlook In this Practice, you add and synchronize a Sage CRM contact to Outlook and then add and synchronize an Outlook contact to Sage CRM. Use the following criteria to complete the practice: Log on as Susan Maye (mayes, no password) In Sage CRM, select Janet Andrews to add and synchronize with Outlook In Outlook 2010, create a new contact using the information provided in the steps Add that new contact to Sage CRM 1. Log on as Susan Maye (mayes, no password). 2. Use Find > Person to locate Janet Andrews. 3. Open Janet s person record. To add Janet to the contacts sync list, in the actions on the right side, click Add to Contacts. Page 374 Certified Student Course Curriculum - Version 1.0

383 Sage CRM Implementing Sage CRM v7.2 Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) 4. The action name changes to Remove from Contacts. Click My CRM, and then click the Contacts tab. Janet is now on the list to synchronize with Outlook. 5. In Outlook, click the CRM tab, and then click Sync. 6. The Synchronization Progress pane appears and then disappears. Click Contacts. Janet s information has synchronized from Sage CRM to Outlook. Now, if you make a change to Janet s information in either application, and Sync again, the information is updated. (Exception: If you change the company in Outlook, you must manually update it in Sage CRM.) Certified Student Course Curriculum - Version 1.0 Page 375

384 Implementing Sage CRM v7.2 Sage CRM Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) 7. Now, let s create a new Outlook contact and add that person to Sage CRM. In Outlook, click New Contact. 8. In the Contact fields, enter the following information: Full Name: Daniel Edwards Company: Edwards & Associates Job Title: CEO dedwards@demo.com Business Phone: Business Address: 3475 Hayden Drive, Phoenix, AZ Page 376 Certified Student Course Curriculum - Version 1.0

385 Sage CRM Implementing Sage CRM v7.2 Adding and Synchronizing Contacts Between Outlook and Sage CRM (continued) 9. Click Save and Close. 10. Select Daniel s record in the Outlook contacts list. 11. Click the CRM tab, and then click Add Contact. 12. A Sage CRM page opens with the information from Daniel s record. Ensure all required fields are completed, add any new information, and then click Save. 13. Click Close. Return to Sage CRM. 14. Click My CRM, and then click the Contacts tab. Daniel s name is in the list to synchronize with Outlook. Certified Student Course Curriculum - Version 1.0 Page 377

386 Implementing Sage CRM v7.2 Sage CRM Synchronizing Appointments and Tasks You can synchronize your appointments and tasks between Sage CRM and Outlook. The following sections describe the types of items that get synchronized and how the items appear in each application. Appointments Sync For appointments, at the initial synchronization, the following items get synchronized: All recurring appointments All appointments which have been modified in the last 14 days, or which have an end date between the previous 14 days and the current day On subsequent synchronizations, all appointments modified since the last synchronization session get synchronized. Here s what happens to appointments in each application and some actions you need to take to ensure synchronization works: An All Day event in Outlook becomes a 24-hour appointment in Sage CRM. A 24-hour appointment in Sage CRM becomes an All Day event in Outlook. For example, an appointment created in Sage CRM from 00:00 to 23:55 (or 12:00 AM to 11:55 PM) on Wednesday appears in Outlook as an All Day Event for Wednesday. When creating a recurring appointment in Outlook, you must select an End By Date for it to synchronize with Sage CRM. Recurring appointments created in Sage CRM get synchronized to Outlook. An Outlook appointment scheduled for multiple Sage CRM users synchronizes as a Sage CRM appointment with multiple users as long as their addresses have been set up in Sage CRM. An Outlook appointment reminder appears in Sage CRM as an on-screen notification. (Notifications were covered in the Setting Up Notifications section). Tasks Sync At the initial synchronization, all tasks which have been modified in the last 14 days, or which have a status of Pending or In Progress, are synchronized. At subsequent synchronizations, all tasks modified since the last synchronization are synchronized. Consider the following when synchronizing tasks: Recurring tasks created in Sage CRM get synchronized to Outlook. Page 378 Certified Student Course Curriculum - Version 1.0

387 Sage CRM Implementing Sage CRM v7.2 Synchronizing Appointments and Tasks (continued) Appointments and Tasks Field Mapping for Synchronization The following table shows how Outlook and Sage CRM fields are mapped for appointment and task synchronization. Appointment Fields: Outlook Field Start Time End Time Subject Location Body Status Importance Organizer End of body End of body Date/Time End Time Subject Location Details Status Priority Organizer Company Person Sage CRM Field All Day Event Reminder Attendee All Day Event* (see Appointment Sync Section for details) Reminder User % Complete Percent Complete Certified Student Course Curriculum - Version 1.0 Page 379

388 Implementing Sage CRM v7.2 Sage CRM Synchronizing Appointments and Tasks (continued) Task Fields: Outlook Field Start Time End Time Subject Body Status Priority End of body End of body Reminder Start Date/Time Due Date/Time Subject Details Status Priority Company Person Reminder Sage CRM Field % Complete Percent Complete A task s Status is also mapped between Outlook and Sage CRM. The following table explains the differences:: Outlook Field Not Started In Progress Waiting on Someone Else Deferred Completed Not Started Pending In Progress Pending Pending Complete Cancelled Sage CRM Field Page 380 Certified Student Course Curriculum - Version 1.0

389 Sage CRM Implementing Sage CRM v7.2 Synchronizing Appointments and Tasks (continued) Synchronize Appointments Between Outlook and Sage CRM In this Practice, you will synchronize appointments between Outlook and Sage CRM Use the following criteria to complete the practice: In Outlook, create an appointment to call Daniel Edwards Synchronize it to Sage CRM In Sage CRM, create an appointment for Janet Andrews Sync it to Outlook 1. In Outlook, on the Calendar, click New Appointment. 2. Schedule the appointment using the following information: Subject: Call Daniel Edwards Details: Call Daniel Edwards to see what his needs are Start Time and End Times: Use the next Friday at 2pm until 2:30pm 3. Click Save and Close. 4. Click the CRM tab, and then click Sync. Certified Student Course Curriculum - Version 1.0 Page 381

390 Implementing Sage CRM v7.2 Sage CRM Synchronizing Appointments and Tasks (continued) In Sage CRM, the appointment appears on your Calendar as a Pending appointment with the Action Type of Meeting. Warning: You may need to log off and log on again to Sage CRM to see this new Appointment. 5. Now, let s create an appointment in Sage CRM and sync it to Outlook. Click My CRM > Calendar. 6. Click New Appointment. 7. Schedule an appointment with Janet Andrews using the information shown below: Page 382 Certified Student Course Curriculum - Version 1.0

391 Sage CRM Implementing Sage CRM v7.2 Synchronizing Appointments and Tasks (continued) 8. In the Scheduling panel, use the following information: 9. When done, click Save. 10. In Outlook, click the CRM tab, and then click Sync. The appointment appears on your Outlook calendar as an appointment. Certified Student Course Curriculum - Version 1.0 Page 383

392 Implementing Sage CRM v7.2 Sage CRM Synchronizing Appointments and Tasks (continued) Synchronize Tasks Between Outlook and Sage CRM In this Practice, you will create a task in Outlook and synchronize it to Sage CRM and then create a task in Sage CRM and sync it to Outlook. Use the following criteria to complete the practice: Use the Susan Maye Outlook account Create a task called Send files to printer Sync the task to Sage CRM In Sage CRM, schedule a task to create a draft proposal for Daniel Edwards Sync the task with Outlook 1. In Outlook, click New Task. 2. Enter the following information as shown here: Page 384 Certified Student Course Curriculum - Version 1.0

393 Sage CRM Implementing Sage CRM v7.2 Synchronizing Appointments and Tasks (continued) 3. Click Save and Close. 4. Click the CRM tab, and then click Sync. 5. Log on to Sage CRM as Susan Maye (Mayes, no password). 6. Click My CRM > Calendar. The Outlook task appears in Sage CRM with Pending status and action type of To Do. 7. Now, let s create a task in Sage CRM and sync it to Outlook. On the Calendar, click New Task. Certified Student Course Curriculum - Version 1.0 Page 385

394 Implementing Sage CRM v7.2 Sage CRM Synchronizing Appointments and Tasks (continued) 8. Create the task for Daniel Edwards and enter the information as shown here: 9. On the Scheduling tab, enter the information as shown here: 10. Click Save. Page 386 Certified Student Course Curriculum - Version 1.0

395 Sage CRM Implementing Sage CRM v7.2 Synchronizing Appointments and Tasks (continued) 11. In Outlook, click the CRM tab, and then click Sync. The Sage CRM task appears in Outlook. Certified Student Course Curriculum - Version 1.0 Page 387

396 Implementing Sage CRM v7.2 Sage CRM Lesson Review Classic Outlook Integration in Sage CRM lets you write, send, and manage as well as keep your Outlook and Sage CRM calendars in sync. You need to use a supported version of Internet Explorer with Sage CRM and Outlook to download and install the Outlook Integration plugin and use integration features. You need to verify that your Sage CRM Preferences setting for the time zone is correct and matches the time zone set on the Exchange server for your Outlook account. After the Outlook plugin is installed, when you open Outlook, you see a CRM tab that has tools that let you: Add contacts from Sage CRM to Outlook and from Outlook to Sage CRM which sets the synchronization link between the applications for future updates. File Outlook s to Sage CRM and also drag and drop s to the Document Drop area. Keep your calendars in sync by synchronizing appointments and tasks between Outlook and Sage CRM. Contacts and appointments and tasks synchronization between Outlook and Sage CRM is handled by mapping corresponding fields between the two applications. This field mapping is automatically done by Sage CRM. If Sage CRM cannot map to a company or person field, you must manually select it. Sage CRM contacts that are set to synchronize with Outlook are listed on the My CRM > Contacts tab for a user. Page 388 Certified Student Course Curriculum - Version 1.0

397 Sage CRM Implementing Sage CRM v7.2 Lesson 17 Library Management The Sage CRM Library contains items attached to entity files, shared documents which have been uploaded to Sage CRM, and document templates. The Library can grow quickly, particularly if you are frequently merging and attaching documents and files to customer records. Using the Library Management feature, you can filter, sort, and delete different types of library items. The topics in this lesson include: Viewing and Managing the Library Size Lesson Review Certified Student Course Curriculum - Version 1.0 Page 389

398 Implementing Sage CRM v7.2 Sage CRM Viewing and Managing the Library Size The Library Management storage panel shows your storage limit and the space currently being used by library items (documents, templates, and the global library) and the Sage CRM database. Items are grouped by categories, such as Shared Docs, Global Library, Document Templates, and Orphan Docs. A graphical pipeline shows the storage size for each category as well as the size of the Sage CRM database. The Library Management feature gives you an easy way to delete library items, which can improve your storage efficiency. In previous releases, if you deleted an entity, for example a communication record which had attachments, the communication record no longer existed, but the attachments still existed within the Sage CRM file structure, basically creating an orphaned document. Now, if a record is deleted, then any attachments associated with that record will also be deleted from the Sage CRM Library. If you have upgraded from a previous release, you may see these items under the category of Orphan Documents.. Page 390 Certified Student Course Curriculum - Version 1.0

399 Sage CRM Implementing Sage CRM v7.2 Viewing and Managing the Library Size (continued) View and Manage Files in the Sage CRM Library In this Practice, you will use the Library Management feature to view and manage files. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Change the filters to see the types of files in the library Click a pipeline segment to see the effect on the library list View all pages of the library file list using the paging controls 1. Log on as the Admin (admin, no password). 2. Click Administration > and Documents. 3. Click Library Management. Certified Student Course Curriculum - Version 1.0 Page 391

400 Implementing Sage CRM v7.2 Sage CRM Viewing and Managing the Library Size (continued) 4. From the View drop-down list, use the filters to see the types of files. 5. To change the sort order, click a column heading. 6. To change the filter for the types of files, click a pipeline segment. Page 392 Certified Student Course Curriculum - Version 1.0

401 Sage CRM Implementing Sage CRM v7.2 Viewing and Managing the Library Size (continued) 7. To delete a file, select it in the list. You can multi-select files. Click Delete. 8. The storage pipeline adjusts to show the updated storage capacity. To see the list of files, use the paging controls. Certified Student Course Curriculum - Version 1.0 Page 393

402 Implementing Sage CRM v7.2 Sage CRM Lesson Review The size of the Sage CRM Library can grow quickly when you are attaching files to customer records, creating document templates, and uploading shared files. When the size of the library increases, it requires more storage space on the server and can also affect the performance of Sage CRM. In an earlier lesson, you learned how to manage the type, size, and number of files that users can upload to Sage CRM. Doing this exercise was an initial effort to help control the size of the Library. In another lesson, you learned about documents and the many ways you can attach documents to Sage CRM records. Now, with the Library Management feature, you are able to see the items in the Library, along with their size. Items are grouped by categories, such as Shared Docs, Global Library, Document Templates, and Orphan Docs. A graphical pipeline shows the storage size for each category. You can manage the size of the Library by deleting items that are no longer needed. Page 394 Certified Student Course Curriculum - Version 1.0

403 Sage CRM Implementing Sage CRM v7.2 Lesson 18 Data Upload Data Upload lets you import company, person (individuals), or lead data into your Sage CRM database. The source files you can import data from are: Microsoft Excel CSV (Comma Separated Value) format Using Data Upload to populate your database from another source file saves you time because you don t have to manually enter all company or contact (person) data into Sage CRM. It is very important that you review the source file and ensure it is correctly formatted before running Data Upload. The topics in this lesson include: How Data Upload Works Preparing the Source File for Data Upload Configuring and Running the Data Upload Troubleshooting Data Upload Lesson Review Certified Student Course Curriculum - Version 1.0 Page 395

404 Implementing Sage CRM v7.2 Sage CRM How Data Upload Works If you manage your contacts and companies in Outlook and you want to import them to Sage CRM, you can use Data Upload. To do this, you export the contacts from Outlook using the Outlook Import and Export wizard and save it as a Comma Separated Value (CSV) format file or an Excel file. Then, you upload the file and select the predefined Outlook Data field map in the Select From Existing Mappings field in the Company Data Upload list to map the fields between Outlook and Sage CRM. Note: Back up your Sage CRM database before performing a Data Upload. Data Upload imports data from a source file to a temporary table before the data is brought into the Sage CRM database. While in the temporary table stage of the process, you: Set a merge rule to select whether you want to merge new data with current data or overwrite the current data with the new data Preview how the data will be mapped between the source file fields and Sage CRM database fields Change the field mapping and map any source file fields that Sage CRM cannot automatically map Set up Dedupe rules for the company and person fields At any point, you can preview the data upload before the actual upload takes place. You can also clear the field mappings and start over. When you are satisfied with the field mappings, you can run the upload. You can give the source field mapping a name and description so that it is saved for later use. When you click the Do Upload button, Sage CRM processes the companies or leads and their related people and addresses and inserts them into the Sage CRM database. Sage CRM produces a data upload report which indicates the number of each entity uploaded and the number of duplicates found. It also produces an upload error file and a deduplication error file (if Deduplication is enabled). The duplicate and error files are produced in the same format as the upload file. Note: Uploaded companies and persons are assigned to the Worldwide territory and are not assigned to an Account Manager. You can view the Group that is created after the Data Upload of the companies and persons to individually make changes to the Territory and Account Manager fields. Page 396 Certified Student Course Curriculum - Version 1.0

405 Sage CRM Implementing Sage CRM v7.2 How Data Upload Works (continued) Data Upload and Deduplication With Deduplication enabled, you set dedupe rules at the field level for company and person data uploads. The dedupe rules are set up for each data upload. There must be at least one dedupe rule for the company and person tables on a Company upload. Likewise, there must be at least one dedupe rule for the person table on an Individuals data upload. If Deduplication is disabled, Data Upload carries out a simple deduplication based on an exact match of Company Name, Person Last Name and Address 1. Note: Company Name Clean Up rules are applied during Data Upload. Certified Student Course Curriculum - Version 1.0 Page 397

406 Implementing Sage CRM v7.2 Sage CRM Preparing the Source File for Data Upload For Sage CRM to correctly map source fields to Sage CRM database fields during the data upload process, the source file must be properly formatted. The following requirements explain how to check the format and other requirements. Use this example of an Excel file for the applicable requirements listed in the table. # Requirement Explanation 1 Header row The header row should show the data contained in the column. This makes it easier when you map fields from the source file to fields in Sage CRM. When Data Upload looks at a specific row, it shows the header values. Note: You may want to use the actual Sage CRM database column names for your header row as much as possible, for example, pers_lastname. If you happen to have multiple people in a row, simply put the identifier at the end of the column name: pers_lastname1, pers_lastname2. The data upload then performs an automatic mapping of fields, which will be more accurate 2 Contacts Must Be Included 3 All Data for a Person Must be on One Row The contact information for a Company upload must consist of at least companies and people. It can also include addresses, phone numbers, addresses, and notes. For a Company or Lead data upload, there must be at least one company and one person on each row of the file. For an Individuals data upload, there must be at least one person on each row of the file. You cannot have a person's phone number on one row and their fax number on the next row. Multiple people for the same company may be on the same row of the file or on different rows. If they are on different rows, the company name must always appear on each row. Note: Sage CRM Required Fields Must Be Present in Source File: Any Sage CRM required fields, such as First Name, Last Name, or Company Name, for the Company, Person, Lead, , Address, and Phone tables must be present in the file. Contact information will not be added to Sage CRM unless it satisfies the validation criteria. Page 398 Certified Student Course Curriculum - Version 1.0

407 Sage CRM Implementing Sage CRM v7.2 Preparing the Source File for Data Upload (continued) 4 Split Data from One Column Into Two Columns 5 Sequence of Information and Clean Data If the file has a column that contains both first name and last name, it can be split into the correct Sage CRM fields. These fields must all be on the same table. Data Upload is not capable of Mc... and O'... last name processing. In addition, it will not work if the field is "Last First Name" and there are last names with spaces in them. Fields specified must be present in all rows of data. For example, if you specify "Salutation Last name First name" as the format, if the salutation is not present in any row, the Last Name may be entered into the Salutation field and the First name into the Last Name field, resulting in invalid or incorrect data, Prepare your file so that it contains Company details in the first columns, followed by persons and address details. It is a good idea to clean up the data, such as phone number formatting to include the area code. Additional Requirements for Microsoft Excel (.XLS or.xlsx) Files Follow these additional steps to ensure the Excel file is formatted correctly for the data upload. 1. Open the file in Excel and verify that the data is in separate columns. If it is not, use Text to Columns to convert the individual columns. Save the file as an Excel file. 2. Perform a check on your spreadsheet for Excel error messages. These usually begin with # and may have occurred if the person preparing the spreadsheet tried to manipulate data using a formula that did not work for certain data entries. Search for # and replace any corresponding to Excel errors with a blank. The actual data entry here is blank and when the data upload finds a row with an Excel error it stops uploading the data to the temporary table from this point, but it does continue to process the data from the temporary table into Sage CRM. Examples of Excel errors can be found by looking up MS Excel Help. Common examples include #Name?. Additional Requirements for.csv Files Follow this additional step to ensure the.csv file is formatted correctly for the data upload. Open the file and verify that the data is in standard CSV format. This means all values are separated by commas and are enclosed in double quotes. The value has a starting and an ending. Certified Student Course Curriculum - Version 1.0 Page 399

408 Implementing Sage CRM v7.2 Sage CRM Configuring and Running the Data Upload You can upload data from the source file to the following Sage CRM entities: Entity Company Individuals Lead Description The information you upload will be imported into the Company table and associated Person and Address tables. The information you upload will be imported into the Person table, with no associated Company record. The information you upload will be imported exclusively into the Lead table. The first time a data file is uploaded, Sage CRM determines, to the best of its ability, which fields in the source file should map to database fields based on the column name. This is intended to give a reasonable first estimate for the mappings. You can then preview and edit these mappings to achieve the correct result. What you might see on the Data Upload, Step 2 of 4 page. Page 400 Certified Student Course Curriculum - Version 1.0

409 Sage CRM Implementing Sage CRM v7.2 Configuring and Running the Data Upload (continued) Configure and Run Data Upload In this Practice, you will configure and run a company data upload. Use the following criteria to complete the practice: Log on as the Admin (admin, no password) Use the Trade Show NV 3_2012.xls file in the Class Files folder to upload the company and persons data to Sage CRM 1. Log on as the Admin (admin, no password). 2. Click Administration > Data Management. 3. Click Data Upload. Certified Student Course Curriculum - Version 1.0 Page 401

410 Implementing Sage CRM v7.2 Sage CRM Configuring and Running the Data Upload (continued) 4. The Data Upload page appears. Click Company, and then click Continue. The Company and People Data Upload page appears. If you had previously uploaded a file, it appears in the list. You can run the upload again or delete the file. 5. You are using a new source file, so click New. The Data Upload, Step 1 of 4 page appears. 6. Do the following: a. In the Data File field, click Browse to locate the source file. Browse to C:\Student and select Trade Show NV 3_2012.xls. b. In the Select From Existing Mappings field, keep the default of None. After you complete the field mappings, you can use the field map again for another company data upload. The Outlook Field Map is provided for Outlook contact uploads. c. In the Description field, type Trade Show companies and persons. Note: If you provide a good description as well as the date of upload, it will help you to remember the type of data you uploaded and the day it was done. d. In the File Date Format field, select mm/dd/yyyy. e. In the Merge Rule field, select Merge duplicate data with current data. This will merge any new data from the upload. In the Max Contacts Per Row field, keep the default of 1. (Note: If your source file had two contacts, you would make this 2.) Page 402 Certified Student Course Curriculum - Version 1.0

411 Sage CRM Implementing Sage CRM v7.2 Configuring and Running the Data Upload (continued) g. In the Preview Rows field, keep the default of 5. (Note: If your source file had more rows than 5, use a higher number so that when you preview the file before the upload, you have a good idea how the field mapping looks.) h. In the Max Addresses Per Row field, keep the default of 1. (Note: If your source file has a company address and an individual s address, you would make this number 2. It should match the number of addresses in your source file.) i. In the Max Notes Per Row field, leave it at 1. (Note: The sample source file does not contain notes, but you can leave it at 1.) j. Keep the Make a Group option selected. (Note: This option creates a group in Sage CRM named with your data upload description.) k. Select the Overwrite Person Default Address check box. (When selected, the address mapped as the person address will always become the person's default address - replacing their existing default address. It is also added as a company address. If there is more than one address on a line, the rule applies to the first address.) l. Keep the Map Selection fields to codes option selected. 7. Click Save. Certified Student Course Curriculum - Version 1.0 Page 403

412 Implementing Sage CRM v7.2 Sage CRM Configuring and Running the Data Upload (continued) 8. The following message displays. Click OK to close the dialog box. 9. The Data Upload, Step 2 of 4 page appears. Next, you will configure field mappings and apply deduplication rules. 10. Click Preview Data Upload. 11. If the red banner appears at the top with a message, it indicates that Dedupe rules must be applied. 12. First, you want to fix the dedupe issues for the Company Name. 13. In the Field Name column, click the Company Name link. 14. In the Dedupe Rule field, select Contains. Page 404 Certified Student Course Curriculum - Version 1.0

413 Sage CRM Implementing Sage CRM v7.2 Configuring and Running the Data Upload (continued) 15. Click Save. Next, fix any dedupe issues with the Person entity. You don t have to apply a Dedupe rule to the First Name. The Last Name alone is fine. 16. In the Field Name column, click the Last Name link. 17. In the Person Type field, select Admin. In the Dedupe Rule field, select Contains. 18. Click Save. 19. Click Preview Data Upload. 20. Note that no error displays because you performed deduplication against the Person Last Name and Company Name. Now, you can continue mapping fields from the source file to the database fields. 21. Click Previous to return to the Step 2 of 4 page. 22. In the next steps, you need to select a Type of Business for all the Person Address fields. 23. In the Field Name column, click the Address1 link. Certified Student Course Curriculum - Version 1.0 Page 405

414 Implementing Sage CRM v7.2 Sage CRM Configuring and Running the Data Upload (continued) 24. In the Data File: ADD1 (Column 4) page, in the Person Address Type field, select Business. Click Save. Do you see a pattern here? You are mapping the fields from the source file to the fields in the database. Each time you select a field in the Field Name column and map it, when you return to the Data Upload Step 2 of 4 page, the next field you need to map moves up. Once you have a field map set up, the next time you upload company and person data, you can just use the field map. 25. Click the City link. 26. In the in the Data File: City (Column 6) page, in the Person Address Type field, select Business. Click Save. Note: If at any time you feel you made a mistake in mapping fields, just click Clear Mappings and you can start over. 27. Click the State link. 28. In the Person Address Type field, select Business. Click Save. 29. Click the Zip link. 30. In the Person Address Type field, select Business. Click Save. Now, in the next series of steps, you will map the fields in the Fields not mapped yet (will be ignored) list so that the data uploads to Sage CRM. 31. Click the Prefix link, and then enter the following information: a. In the Belongs to field, select Person. You will notice that some of the available fields automatically change at this point. b. In the Data Table field, leave it blank. c. In the Field Name field, select Person : Salutation. d. In the Person Type field, leave it blank. e. Make no change to the Dedupe Rule field. Page 406 Certified Student Course Curriculum - Version 1.0

415 Sage CRM Implementing Sage CRM v7.2 Configuring and Running the Data Upload (continued) f. Click Save. You have mapped all the fields. 32. Click Preview Data Upload. The Data Upload, Step 3 of 4 page displays a preview of how the data in the file will look when it is imported to Sage CRM. The columns in the preview list are sorted and grouped by table. The top header row shows the source table name (and type if applicable). The second header row shows the actual field names from Sage CRM. In the Source field, select New. Notice that two new fields, Source Code and Source Description, appear. b. In the Source Code field, enter Trade Show Mar c. In the Source Description field, enter Trade Show. The source field mapping is saved with the Trade Show name and can be selected again for future data uploads. d. Select the Overwrite Log File option. e. Select the Process Duplicates Interactively option. Certified Student Course Curriculum - Version 1.0 Page 407

416 Implementing Sage CRM v7.2 Sage CRM Configuring and Running the Data Upload (continued) This means if a duplicate company or person is detected, you must decide whether to merge with the existing record or skip uploading the record. If you have a large number of records to import, you may want to select the Process Duplicates in Batch option. 33. Click Do Upload. Warning: This is your last chance to correct any data before the performing the data upload. A progress page appears. This page appears while the system searches your data for duplicate person and company entries. If Sage CRM detects any duplicates, you are shown a screen like this one. 34. You must choose to either skip the record, which will not put the record in the database, or you can choose to add the record anyway, which may insert a possible duplicate. 35. For your import, click Add Record Anyway. Page 408 Certified Student Course Curriculum - Version 1.0

417 Sage CRM Implementing Sage CRM v7.2 Configuring and Running the Data Upload (continued) 36. The Data Upload, Step 4 of 4 page appears. If the Upload was not successful and an error occurred, you will see the following message. Click the link to View the Log File and redo the Data Upload. 37. If the Upload was successful, you are shown the results. You can: Click View Log File to see the log file of the upload. Click the link to go the group (or click Groups). Note: It is a good idea to view the group so that you can assign each record to a Territory and Account Manager. By default, each record in the upload is assigned to the Worldwide territory and does not have an assigned Account Manager. Certified Student Course Curriculum - Version 1.0 Page 409

418 Implementing Sage CRM v7.2 Sage CRM Troubleshooting Data Upload Data Upload is best looked at from the perspective of a tool that uploads data, not a tool that cleans data prior to upload. With that in mind, use the following tips in using Data Upload: Source File Must Be Closed. The source file must be closed before you start the Data Upload. Check Your Mappings. Check carefully that all the mappings have been made correctly. Also check the mappings that have been made automatically. This is a critical step as it is easy to make a mistake mapping data. Location of Data Upload Process Files. The Data upload file is copied into the \Library\DataUpload folder on the server machine at C:\Program Files Sage\[Installation Name]\DataUpload. The Log File and Error Logs are also saved to this location. The Error log file begins with E. Interactive Mode for Duplicates. When the data upload is processed in interactive mode, then possible duplicate records are shown to you as they are detected You have the option to Add the Record Anyway or Skip the Record. The data upload uses the standard Company and Person dedupe screens to display the data from the file that is a possible duplicate. Note that only fields from the main tables will have their values shown here. Running Data Upload Again for the Same File. After Data Upload has completed, the error file can be viewed, errors fixed, and you can upload the data again. Existing Field Mappings. You can use an existing company, person, or lead field map from a prior Data upload. This will help with routine uploads of data because the field mapping has already been configured. An Outlook field map is provided for you for Outlook contact data uploads. Test Your Upload. It is a good idea to test your Data Upload in a development environment prior to creating the data upload map in live environment. Large Data Upload Batches. A large data upload batch may time out. You can break the data into separate files. Additional Hints and Information. See the Sage CRM System Administrator Guide on the Sage CRM installation disk. Click the Help button on each data upload screen to get Help. Check the Sage CRM Community Forum for videos and information on Data Upload. For additional Data Upload needs, learn more about the Sage Migrator tool at Page 410 Certified Student Course Curriculum - Version 1.0

419 Sage CRM Implementing Sage CRM v7.2 Lesson Review You completed the following objectives for this lesson: Understand how data upload works and how Deduplication fits in to the data upload. Process Data upload lets you import data from Excel or Comma Separated Value (CSV) files into your Sage CRM database. You can upload Company, Lead, or Person (Individuals) data. Data Upload holds the data in a temporary file until you preview and adjust field mappings. Deduplication should be enabled and deduplication rules applied to the Company Name and Person fields. Understand the requirements for preparing the source file to upload For Sage CRM to attempt to automatically map fields from the source file to database fields, your source file must meet several requirements. These requirements ensure the data is properly formatted and in the correct sequence. It is important that the source file must contain Sage CRM required fields. For example, with a Company data upload, your source file must have: Company Name, Person First and Last Name (preferably in separate columns) and Address 1 fields. Configure and run the data upload You select options for how the merge should process data. You preview how Sage CRM automatically maps fields. A list of source fields that Sage CRM cannot automatically map is displayed so that you can manually map those fields if you want to bring them into Sage CRM. Otherwise, the fields are ignored. Once field mapping is complete, you can save the mapping for later use. When you are satisfied with the field mapping, you click Do Upload and Sage CRM processes the import. You are provided an upload results file that you can review. If any errors occurred during the upload process, an error log file is created. Certified Student Course Curriculum - Version 1.0 Page 411

420 Implementing Sage CRM v7.2 Sage CRM Appendix A Maintain and Troubleshoot Your Sage CRM Installation This appendix provides some common maintenance tasks you will need to know for your Sage CRM database. It also provides several issues and solutions to help you troubleshoot a Sage CRM v7.2 installation. The topics in this lesson include: Backing Up and Restoring a Sage CRM Database Performing the Database Backup and Restore Troubleshooting Issues and Solutions Summary Page 412 Certified Student Course Curriculum - Version 1.0

421 Sage CRM Implementing Sage CRM v7.2 Backing Up and Restoring a Sage CRM Database You should consider implementing a set schedule where you will backup your Sage CRM database at regular intervals. That way, should your hardware fail, you can recover with only a minimal amount of loss. It is recommended that you begin with a weekly database backup strategy, then increase or decrease the frequency as needed. In addition, a good business practice is to perform a backup anytime your system experiences a change of environment. Consider both the hardware and the software when deciding if a database backup is necessary. It is recommended that you perform a backup, at the very least, for the following milestones or events: Immediately after installation Before making any hardware changes Before importing large amounts of data Before upgrading any software on your system to newer versions or installing new components If you expect power failure, such as during a bout of bad weather Before customizing Sage CRM Note: This is not a completely exhaustive list, of course. You will encounter other occasions when a database backup becomes the logical thing to do. Make a note of these events for future reference. Certified Student Course Curriculum - Version 1.0 Page 413

422 Implementing Sage CRM v7.2 Sage CRM Performing the Database Backup and Restore A database backup and restore must be done through the RDMS system you are using to manage your database, such as Microsoft SQL Server Management Studio or Oracle Recovery Manager. Database backup and restore cannot be done within Sage CRM. The following steps explain how to back up and restore a Sage CRM database using Microsoft SQL Server Management Studio. You should try to perform a trial restoration periodically to verify that your files have been properly backed up. A trial restoration can uncover hardware problems that are not revealed with software verifications. Back up your Sage CRM Microsoft SQL Server database In this Practice, you will back up your Sage CRM Microsoft SQL Server database. 1. Ensure all users are logged out of the database. 2. Open Microsoft SQL Server Management Studio at Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio. 3. Use the credentials to log on to your database. In the training, it was sa and password, but you should have set SQL authentication to something different. 4. Expand Databases to see the list of databases. 5. Right-click your database name, and select Tasks, and then click Back Up. The Back Up Database - [Database Name] dialog box appears. 6. On the General page, under Source, ensure your database name is listed in the Database field. In the Backup type field, select Full. 7. In Backup set, in the Name field, you can keep the default name or type a name that meets your requirements. Set an expiration date or days and select a location for the backup file. 8. Click Options. 9. Select or change items as your business needs require. It is a good idea to select the Verify backup upon completion option. 10. Click OK. A progress bar appears as the system backs up your database. A message displays that the backup was successfully completed. Page 414 Certified Student Course Curriculum - Version 1.0

423 Sage CRM Implementing Sage CRM v7.2 Performing the Database Backup and Restore (continued) Restore a Database Backup In this Practice, you will restore a database backup. 1. Open Microsoft SQL Server Management Studio at Start > All Programs > Microsoft SQL Server 2008 R2 > SQL Server Management Studio. 2. Use the credentials to log on to your database. In the training, it was sa and password, but you should have set SQL authentication to something different. 3. Expand Databases to see the list of databases. 4. Right-click your database name, and select Tasks, select Restore, and then click Database. The Restore Database - [Database Name] dialog box appears. 5. On the General page, under Destination for restore, by default, the name of your database appears. However, you can select a specific point in time to restore from. 6. Under Source for restore, by default, in the From database field, your database name appears. However, if you have saved the backup file to a device, select that option and locate the file on the device. 7. In the Select the backup sets to restore area, ensure the name of the backup is in the list and Restore check box is selected. 8. Click Options. 9. Select or change restore options as your business needs require. By default, the Recovery state is to leave the database ready to use. 10. Click OK. A progress bar appears as the system restores your database. A message displays that the backup was successfully completed. Certified Student Course Curriculum - Version 1.0 Page 415

424 Implementing Sage CRM v7.2 Sage CRM Troubleshooting Issues and Solutions This section contains some common issues and possible solutions to help you troubleshoot your Sage CRM implementation. Before you call Sage CRM technical support, you may want to log on to the Sage CRM Partners Community forum or the Partner Portal to search for solutions to a problem. Issue/Message: Missing IIS 7.0 Components During Installation. Solution: IIS 7 is very modular; it has options to install and check for various IIS components that Sage CRM needs, such as.net Extensibility, ASP, ISAPI Extensions, and ISAPI Filters. It may be difficult for those installing Sage CRM to find out why the install fails and what exact IIS component Sage CRM is looking for. This can vary across installs, depending on how IIS7 is installed. Sage CRM v7.1 SP2 now does more IIS checking and if a specific required IIS component isn't installed, a message listing the missing components appears. Issue/Message: Setup has detected that the CRM url rewriter may not be working properly. This may prevent certain CRM functionality from working. Please contact CRM support if the problem persists. Issue/Message: The Dashboard has experienced a problem. Please contact your System Administrator. Solutions: Your version of the Java Runtime Engine may be causing conflicts. To check which version you have installed, go to Start > Control Panel> Programs. There have been some reported issues on the Sage CRM Partner Community forum with Java 6 Updates after version 29. In the training, you used Java 6 Update 27 (64-bit). Restart the Apache Tomcat service. To do this, go to Start > Administrative Tools > Services. Page 416 Certified Student Course Curriculum - Version 1.0

425 Sage CRM Implementing Sage CRM v7.2 Troubleshooting Issues and Solutions (continued) Check the log file for the tomcat service. To do this, go to \\Program Files (x86)\sage\crm\[installation Name]\tomcat. Click Logs. There s a log file with the name Catalina. Look at the one with the latest date. The information in the log might help you to troubleshoot the issue. It will definitely help Sage CRM technical support if you need assistance. Issue/Message: The Classic Outlook Integration Plugin is not working correctly. The CRM tab is not visible in Outlook after you install the plugin, or you may see sync errors. Solution: If you installed the plugin, but you do not see the CRM tab in Outlook, try these workaround steps: 1. Browse to the following location on the client machine: C:\ProgramFiles(x86)\Sage\CRM Client\Outlook Plugin. Note: If you installed on a 32-bit operating system, your Program Files location does not have (x86) in the name. 2. Double-click the file called SageCRMOutlookAddIn2010. Note: The SageCRMOutlook Addin2010 file was built using Visual Studio 2010 Tools for Office, so the type is VSTO Deployment Manifest. You are basically using Visual Studio to run the code for the install. If you don t have Visual Studio installed, you are prompted to download a version of Visual Studio 2010 Tools for Office Runtime. It is a free download. Certified Student Course Curriculum - Version 1.0 Page 417

426 Implementing Sage CRM v7.2 Sage CRM Troubleshooting Issues and Solutions (continued) The Installing Office customization screen appears. 3. When the screen appears asking if you want to the install the customization, click Install. 4. The Office 2010 customization add-in is installed. When installation is complete, click Close. The workaround is completed. You should be able to see the CRM tab in Outlook. Page 418 Certified Student Course Curriculum - Version 1.0