crm-now/ps First Edition
crm-now/ps: Copyright 2006 crm-now Revision History Revision 02 2006-10-13 Release Version Revision 01 2005-06-16 crm-now c/o im-netz Neue Medien GmbH, www.crm-now.com Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and crm-now was aware of a trademark claim, the designations have been printed in caps or initial caps. While every precaution has been taken in the preparation of this book, the publisher assumes no responsibility for errors or omissions, or for damages resulting from the use of the information contained herein. crm-now makes no warranty for the use of crm-now/ps system and assumes no responsibility for any errors which may appear in this document nor does it make a commitment to update the information contained herein. Manual ID: 512-004-01
crm-now/ps Table of Contents Chapter 1. About This Manual.......................................................... 1.1. The Structure Of The Manual.................................................. 1.2. Installing And Uninstalling..................................................... 1.2.1. System Requirements.................................................. 1.2.2. Installing............................................................. 1.2.3. Uninstalling........................................................... 1.2.4. Configuring The Thunderbird Extension.................................. 1.2.5. Configuring Thunderbird................................................ 1.3. Working With The Extension.................................................. 1.3.1. Transfer E-Mails To The CRM........................................... 1.3.2. Export Contacts....................................................... 1.3.3. Import Contacts....................................................... 1.3.4. Add As Contact....................................................... 1.3.5. Add As Leads......................................................... Chapter 2. Troubleshooting Tips........................................................ 2.1. Solutions................................................................... 2.2. Known Problems............................................................. Chapter 3. Support.................................................................... v 1 1 1 2 2 3 3 4 6 6 7 8 9 9 11 11 11 13
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crm-now/ps Chapter 1. About This Manual This manual describes how you can install the Mozilla Thunderbird Extension for the crmnow/ps System and how you can work with it. Using the Thunderbird Extension, you can perform the following tasks between the installed Thunderbird Mailclient and the CRM system: Transfer e-mail messages from Thunderbird to the crm-now/ps system Edit e-mail messages before transferring to the crm-now/ps system Transfer contacts from Thunderbird to the crm-now/ps system Transfer contacts from the crm-now/ps system to Thunderbird The software described in this manual is provided within the scope of Open Source licensing and must be used in accordance with these conditions. This manual addresses users who are familiar with the basic functions of the CRM system. Version and edition of the manual You can find the version of the edition on page two of this manual. The first three digits identify the document whereas the subsequent three digits represent the version number. The version number will be increased in each new release of the software. The last digit indicates the edition within a software version. 1.1. The Structure Of The Manual This manual is devided into following parts: Installing and uninstalling Working with the extension Troubleshooting tips It is not necessary to read the entire manual in order to work with the software. We will explain how you can configure the system to fit to your needs and how to use it effectively. The aim of this manual is to bring together the knowledge about the functions and features of the software. The document has a clear structure, starting with the basics and getting in more details as you move ahead. In addition, references to other useful resources are provided. 1.2. Installing And Uninstalling Download the program. You can find the file under the [Help] tab of your CRM system. 1
Chapter 1. About This Manual 1.2.1. System Requirements The Thunderbird Extension will be installed on your computer. In order to work with the software properly, your computer must fulfill the following system requirements: Operating System: Linux, Mac or Windows XP, SP2 Installed Software: Mozilla Thunderbird E-Mail CLient v1.5.0 or higher Processor: x486 Available Disk Space: 4 MB Available RAM: 256 MB The following preparations must be done before installing the software: You must have administration privileges on your computer. You have to know the Thunderbird login information of your crm-now/ps server. These login details consist of a web address (URL), the user name, and the password. You should have an internet connection using DSL. You should stop all running programs before starting the installation. Important The Thunderbird login details for your crm-now/ps server include an URL. This URL differs from the URL you use to access the CRM system. Please contact crm-now in order to obtain the Thunderbird access URL. 1.2.2. Installing The program for the Thunderbird Extension can be downloaded under the [Help] tab of your CRM system. Please follow these steps for installation: Procedure: 1. Download the software by clicking the Download icon under the [Help] tab of the crmnow/ps. 2. Start the Thunderbird E-Mail Client on your computer. 3. Select Extensions under the Tools menu. 4. Click the [Install] button and search the Thunderbird Extension on your computer. Click [Open] and a new window will pop up. Here, please click the [Install Now] button. 2
Chapter 1. About This Manual 5. Close all open Thunderbird windows. 6. Restart Thunderbird. Tip Kindly ignore possible warnings concerning a missing signature for this file. After successfully installing Thunderbird, you can find new buttons under the Tools menu. 1.2.3. Uninstalling To uninstall the Thunderbird Extension, please follow the steps: Procedure: 1. Start Thunderbird. 2. Select Extensions under the Tools menu. 3. Click the displayed crm-now Thunderbird Extension. Then click the [Uninstall] button. 4. Stop Thunderbird and restart it. Now, the extension is removed. Tip You don't have to reboot your computer. 1.2.4. Configuring The Thunderbird Extension After successfully installing the Thunderbird Extension, you have to configure the program. While configuring, you need your crm-now/ps login details. The following steps are necessary: 1. Start Thunderbird. 2. Select crm-now/ps Configuration under the Tools menu. The window shown in Figure: Configuration Menu pops up. 3
Chapter 1. About This Manual Figure 1.1. Configuration Menu Please insert the Thunderbird login details to access your CRM system: 3. crm-now/ps Username: Please insert the username of your crm-now/ps system. crm-now/ps Password: Please insert the password of your crm-now/ps system. crm-now/ps URL: Please insert the URL for your access to the crm-now/ps system. Click [Save]. Important You will get the crm-now/ps URL from crm-now on demand. This URL is not necessarily identical to the one you use accessing the CRM system. 1.2.5. Configuring Thunderbird In case you work with an older Thunderbird version, we strongly recommend to get an upgrade. In the current version, useful crm-now/ps buttons will be installed automatically in the menu bar. If, for any reasons, an upgrade is not possible, you may place the additional crm-now/ps buttons for e-mail transfer and for import/export of contacts manually in the menu bar of Thunderbird. In order to add an e-mail button, select Toolbars -> Customize under the View menu. A window similar to the one shown in Figure: Configuration Of The E-Mail Tool Bar will pop up. Drag the crm-now logo and drop it on the Thunderbird tool bar wherever you wish to. 4
Chapter 1. About This Manual Figure 1.2. Configuration Of The E-Mail Tool Bar In order to add the [Import Contacts], [Export Contacts], [Add as Contact] or [Add as Leads] buttons to the tool bar of the Address Book, you need to open the Address Book via Address Book under the Tools menu. Then select Toolbars -> Customize under the View menu. A window similar to the one shown in Figure: Configuration Of The Address Tool Bar will pop up. Figure 1.3. Configuration Of The Address Tool Bar Drag the desired crm-now logos and drop them on the Thunderbird tool bar wherever you wish to. 5
Chapter 1. About This Manual 1.3. Working With The Extension 1.3.1. Transfer E-Mails To The CRM Each e-mail which is stored in Thunderbird may be transferred to the CRM and can be linked to a contact. Tip As a prerequisite, a contact with a matching e-mail address must have been generated in the crm-now/ps system before transferring it. In order to transfer an e-mail to the crm-now/ps system, select the e-mail of choice and click the Add Message to crm-now/ps button under Tools. A window pops up as shown in Figure: Access Dialog Mail Client. Figure 1.4. Access Dialog Mail Client The dialog offers you the following: Definition of the destination contact in the crm-now/ps system using the Contacts tab. View and edit your message under the Edit Message tab. For instance, this function may be useful if you are not willing to save the entire text in the CRM. Also, you may want to add a note to the text. Based on the e-mail address, the software is able to search independently for an available contact within the crm-now/ps system. All contacts with matching e-mail addresses are listed. If no 6
Chapter 1. About This Manual contact is listed, the contact with the respective e-mail address is not created yet. Important Each contact is assigned to an owner within the crm-now/ps system. Generally, the creator of the contact is assigned as the owner. If an user wants to send e-mails, only those contacts are shown which are assigned to him. You have the possibility to search a contact by posting another e-mail address in the Search for contacts in crm-now/ps field. Then, click on the [Search] button and the CRM will be browsed. If the field is empty, all contacts will be shown which are assigned to the respective user. Having selected a contact, please click the [Add to crm-now/ps] button and the message will be transferred to the CRM. You will find the e-mail in the detail view of the respective contact. Tip The Thunderbird Extension ignores attachments of e-mails. As a result, those attachments are not transferred to the CRM. You can bypass this problem by using the functionality of the CRM to save files from your computer and use them as attachments. Another solution is to work with the Outlook Plugin. 1.3.2. Export Contacts You may transfer contacts from your Thunderbird Address Book to the crm-now/ps system using the export function. Tip It is useful to gather all contacts which are to be transferred to the CRM in a particular Address Book. Please check the Thunderbird manual for further details. [Procedure:] 1. Start the e-mail client and open the Address Book by clicking the [Address Book] button or via Address Book in the Tools menu. 2. Click the Export Contacts button in the tool bar or go to Export to crm-now/ps in the Tools menu. A window as shown in Figure: Selection Of The Address Book For The Export pops up. 3. Choose the source Address Book to be exported. 4. Click the [Export] button. 7
Chapter 1. About This Manual Figure 1.5. Selection Of The Address Book For The Export Tip The export of an Address Book may take some time. 1.3.3. Import Contacts You may transfer contacts from the crm-now/ps system to the Thunderbird E-Mail Client using the import function. Tip It is useful to gather all contacts which are to be imported from the CRM in a particular Address Book. Please check the Thunderbird manual for further details. [Procedure:] 1. Start the e-mail client and open the Address Book by clicking the [Address Book] button or via Address Book in the Tools menu. 2. Click the [Import Contacts] button in the tool bar or go to Import from crm-now/ps in the Tools menu. A window as shown in Figure: Selection Of The Address Book For The Import pops up. Figure 1.6. Selection Of The Address Book For The Import 3. Choose the target Address Book in which the CRM contacts are to be imported. 4. Click the [Import] button. 8
Chapter 1. About This Manual Tip The import of an Address Book may take some time. 1.3.4. Add As Contact If you do not want an entire Address Book to be exported, you have the possibility to transfer single contacts. [Procedure:] 1. Start the e-mail client and open the Address Book by clicking the [Address Book] button or via Address Book in the Tools menu. 2. Click the [Add as Contact] button in the tool bar. If there is no such button visible, please refer to Chapter: Configuring Thunderbird. 3. The highlighted contact will be transferred to the crm-now/ps system automatically. 1.3.5. Add As Leads If a certain contact of your Address Book should generate a lead in the CRM, then follow these steps: [Procedure:] 1. Start the e-mail client and open the Address Book by clicking the [Address Book] button or via Address Book in the Tools menu. 2. Click the [Add as Leads] button in the tool bar. If there is no such button visible, please refer to Chapter: Configuring Thunderbird. 3. The highlighted contact will be transferred to the CRM. You can find the contact in the crmnow/ps system under Leads. 9
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crm-now/ps Chapter 2. Troubleshooting Tips 2.1. Solutions Table 2.1. Error Messages Problem Solution An error message Please Select an email to Add to crm-now/ps is displayed. You have to highlight one or more e-mails to be transferred to the CRM. An error message Unable to Login to crmnow/ps with the UserName and Password configured is displayed. Please check your login details as described in Chapter: Configuring The Thunderbird Extension. 2.2. Known Problems The following issues are known and should be removed by the next release: Currently, e-mail attachments are not transferred to the CRM. Thunderbird is inactive while transferring data. 11
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crm-now/ps Chapter 3. Support The crm-now team will support you working on the CRM system and the webforms. If you have questions, hints or wishes, feel free to send an e-mail to: support@crm-now.de You can contact crm-now under the following address: crm-now c/o im netz neue medien GmbH Am Borsigturm 46 15307 Berlin www.crm-now.de Telefon: +49 (0)30 451-1000 13
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