Changes in Latest Update of SkyDesk CRM

Summary Thank you for using SkyDesk CRM. Our latest update includes several new features and enhancements. This document explains the important changes so that you can start using the new additions as quickly as possible. 1. Notes 2. Setup enhancements 3. Business Hours creation restricted 4. Add multiple conditions in Workflow Rule 5. Tagging Records 6. Feeds Preferences 7. Improvement of Import Data and Migrate Data 8. Auto-merge of duplicate records 9. Search for duplicate records within Converted Leads 10. Improvement of the Event Invitation 11. Log a manual call using the new Call Popup 12. Establish multiple record association between modules 13. Improvement of Date / DateTime based Workflow Rule 14. Customize Users Layout 15. View custom fields added from SkyDesk Projects 16. Enhancements in Email Template Editor 17. Enhancements in Events details page 18. Other Changes 2018 Fuji Xerox Co., Ltd. All rights reserved. 2

1. Notes Notes on Feeds After CRM update, the information displayed on Feeds module will change from "Information on all modules" to "Information on Deals(Potentials) module only". If you would like to display information other than Deals(Potentials) module, please follow the procedure below to change the settings. 1. Log in to CRM with administrator account. 2. Open the Feeds module. 3. Click [Feeds Preference] in the lower left of the screen. 4. Select check box of the modules to display and click [Save] button. 5. This setting will apply to all users in the CRM organization. Notes for input of Participants in Events module When you input Account field after inputting Participants field of an event, the Participants field will be blank. Please input Account field first, then input Participants field. Notes for Print Preview / Export to PDF A newly created inventory template cannot be previewed / exported to PDF as of now. For existing templates, if PDF preview is not properly displayed when switched to other template, please click the link in the message of If the preview is misaligned, please Click here. This option will try to correct it with another PDF generator. For other modules, the option is not supported. Please use HTML format. 2018 Fuji Xerox Co., Ltd. All rights reserved. 3

2. Setup enhancements (1/3) Changes in Setup category titles Earlier, the Setup page displayed six categories. Now there are eight. The table below lists the new and modified category titles. Before General Users and Control Customization Automation Extensions & APIs Data Administration After General Users and Control Customization Automation Marketplace* Data Administration - Channels** - Developer Space*** Marketplace (Renamed)* The category Extensions & APIs is renamed as Marketplace. All third-party integrations are now grouped under this category. Channels (New)** One of the greatest features of SkyDesk CRM is that it enables you to reach out to your customer via multiple communication channels from one place. Whether it is email, live chat or phone, SkyDesk CRM gives you the sales context to conversations with your customers, all within a single application. Hence all these touch-points are grouped under Channels. Developer Space (New)*** Any setting that needs the expertise of a developer or programmer are grouped under Developer Space. 2018 Fuji Xerox Co., Ltd. All rights reserved. 4

2. Setup enhancements (2/3) Changes in reshuffling of Setup options The table below lists the options that are moved to new categories. Name of the option Before After Telephony* - PhoneBridge is now displayed as Telephony. Email General > Personal Settings Channels Telephony* Extensions & APIs > PhoneBridge Channels Chat (called SkyDesk SalesIQ) Extensions & APIs > SkyDesk > SkyDesk SalesIQ Channels APIs Extensions & APIs Developer Space CRM Variables Extensions & APIs > APIs Developer Space Webforms Extensions & APIs Developer Space 2018 Fuji Xerox Co., Ltd. All rights reserved. 5

2. Setup enhancements (3/3) Customization > Modules There is no change in Customization except that the option Modules is renamed as Modules and Fields. All other settings remain the same. Before After 2018 Fuji Xerox Co., Ltd. All rights reserved. 6

3. Business Hours creation restricted From the next update, you cannot create a new Business Hours if you have already configured one in Setup > General > Company Details. Before: After: 2018 Fuji Xerox Co., Ltd. All rights reserved. 7

4. Add multiple conditions in Workflow Rule Multiple conditions can now be specified for workflow rule. Before: After: Only one condition could be associated with a workflow rule. You can now combine multiple conditions and the corresponding actions to follow in a single workflow rule. 2018 Fuji Xerox Co., Ltd. All rights reserved. 8

5. Tagging Records We introduce Tagging feature for SkyDesk CRM records. The following are some quick points on tagging. - Tags are specific to each module. You can add unique tags to each module based on your requirements. - You can add tags manually or assign tags on import of records or those created via APIs. - You can also automate the assignment of tags to records via workflow rules. - You can filter records on Global Search and via Advanced Filters based on tags. - You can create reports based on tags for a module. 2018 Fuji Xerox Co., Ltd. All rights reserved. 9

6. Feeds Preferences If you think your Feeds section is getting busy with a lot of updates, you can now modify Feeds Preferences by choosing the specific modules that you wish to receive updates from. Feeds Preferences are set by the administrator and are applicable to all users of the CRM Organization account. 2018 Fuji Xerox Co., Ltd. All rights reserved. 10

7. Improvement of Import Data and Migrate Data We revamp the Import Data and the Migrate Data features, capturing more attention to the details and making it much easier to use. Changes are as follows. - Drag and drop: You just need to drag and drop the import files instead of browsing through the list and uploading them. - Sample data from the file: When you have to map the columns from the import file to the fields in SkyDesk CRM, you can quickly refer to sample data for help. - Auto-detection of character encoding: SkyDesk CRM automatically detects the correct character encoding while importing your data file. - Auto-detection of Field format: SkyDesk CRM auto-suggests a Field format based on the first 10 rows in the file. 2018 Fuji Xerox Co., Ltd. All rights reserved. 11

8. Auto-merge of duplicate records SkyDesk CRM now facilitates auto-merge of duplicate records. Before: After: When you ran the de-duplication tool for a module in CRM, you had to manually merge the duplicates whether or not they were exact copies of each other. Now, when you run a de-duplication check, CRM will automatically merge records that are exact copies of each other. Only when there is a conflict in the matches, does CRM require you to resolve it manually. 2018 Fuji Xerox Co., Ltd. All rights reserved. 12

9. Search for duplicate records within Converted Leads Unique fields in CRM help you arrest duplicates even before they are created. A field is marked as unique by enabling the "Do not allow duplicate values" option for that field. Now in addition to this, when you mark a field as unique in the Leads module, you will see an option to enable duplication check for converted leads as well. Once you have enabled this, whenever a duplicate entry is added in Leads, CRM will check existing leads as well as converted leads for matches. 2018 Fuji Xerox Co., Ltd. All rights reserved. 13

10. Improvement of the Event Invitation (1/2) The event invitation is improved as follows. 1. In Invited Events related list of Leads / Contacts module, a hyperlink to the event and the status of the event is added. 2. The RSVP status is now emailed to the host each time invitee accepts, declines or holds the invitation. 3. When participants do not reply to the invitation, the host can re-invite them in the Participant Status window of the Events module. 2018 Fuji Xerox Co., Ltd. All rights reserved. 14

10. Improvement of the Event Invitation (2/2) 4. When sending an email to a participant, the previously sent invitation email is added to the bottom of the email body. 2018 Fuji Xerox Co., Ltd. All rights reserved. 15

11. Log a manual call using the new Call Popup The user interface and functionality for logging a current call manually is revamped. You will now see a popup with a call timer to indicate the duration of the call and an option to pause or end the call. Once you have completed this, the call is logged instantly and can be found in the Activities (Events, Tasks, and Calls) module. Popup during call Popup after a call 2018 Fuji Xerox Co., Ltd. All rights reserved. 16

12. Establish multiple record association between modules You can now establish multiple record association between two modules in SkyDesk CRM using a multi-select lookup field. Setup > Module and Field > Layout: Multi Select Lookup Properties: 2018 Fuji Xerox Co., Ltd. All rights reserved. 17

14. Customize Users Layout You can customize the details filled in when you add a new user in SkyDesk CRM. You can add custom fields and sections specific to your organization such as ID card number, Joining Date, Qualification details and so on. 2018 Fuji Xerox Co., Ltd. All rights reserved. 19

15. View custom fields added from SkyDesk Projects SkyDesk Projects integration with SkyDesk CRM now lets you view the custom fields you may have added in Projects right inside CRM. 2018 Fuji Xerox Co., Ltd. All rights reserved. 20

16. Enhancements in Email Template Editor Template Editor becomes more fun with enhancements. - You can now pick background colors using HexCodes. - Tables becomes more flexible with ability to add rows and columns wherever you need them. - You can also resize a table's column width by just dragging the border of the column. - The template content limit is increased to 200k HTML characters. 2018 Fuji Xerox Co., Ltd. All rights reserved. 21

17. Enhancements in Events details page (1/2) The usability of Events details page is improved. 1. When you specify related Lead / Contact, a check box is now displayed that allows you to easily add the Lead / Contact to the Event participants. 2. When you specify related Lead / Contact and click the Location field, the contact s address is suggested. 2 1 2018 Fuji Xerox Co., Ltd. All rights reserved. 22

17. Enhancements in Events details page (2/2) 3. You can now easily set the Contacts related to a specific Account to the Event participants. 1. Select Contact for Related to 2. Specify an Account 3. Click + Add 4. Select participants from the list of Contacts 5. Done 2018 Fuji Xerox Co., Ltd. All rights reserved. 23

18. Other Changes In Inventory modules, you can now specify PDF file name when executing Export to PDF and Send Email options. Drill down options for Matrix Report and Chart are introduced. Corresponding data will be fetched if the values in the Matrix Report / parts of the Chart are clicked. In Leads and Contacts modules, when creating a custom list view, you can now specify a Full Name column with a combination of first and last names. Campaigns (campaign name, campaign type, campaign status and member status) are added as filter items to the Advanced Filter of Leads and Contacts modules, so that records can be filtered based on campaign responses. Assignment Rule feature, which automatically assigns record owners to imported data, now supports Potentials module in addition to Leads, Contacts, Case and Custom modules. Formula Field with the same name but different Formula Expression can now be created for each Layout. 2018 Fuji Xerox Co., Ltd. All rights reserved. 24

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