Sage CRM. 7.2 Mobile Guide

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1 Sage CRM 7.2 Mobile Guide

2 Copyright 2013 Sage Technologies Limited, publisher of this work. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated on any medium without prior written consent of Sage Technologies Limited. Use of the software programs described herein and this documentation is subject to the End User Licence Agreement enclosed in the software package, or accepted during system sign-up. Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC. All other marks are trademarks or registered trademarks of their respective owners.

3 Contents Chapter 1: About This Guide 1-1 Chapter Summary 1-1 Chapter 2: Introduction 2-1 About Mobile 2-1 Sage CRM Mobile Web (online) 2-1 Sage CRM Mobile Apps (offline) 2-1 Prerequisites for Mobile Web 2-1 Chapter 3: Getting Started 3-1 Enabling Users for Mobile Web Access 3-1 URLs for Accessing CRM 3-1 Mapping Unassigned User Agents 3-1 Mapping User Agents 3-2 Customizing Mobile Screens 3-2 Customizing Classic Dashboards for Mobile 3-3 Making Entities Read-Only for iphone and Android Access 3-3 Setting Up Additional Devices - Advanced Customization 3-4 Troubleshooting Sage CRM Access from iphone, and Android Phone, and Tablets 3-6 Chapter 4: Working with Sage CRM from an iphone or Android phone 4-1 Logging On 4-1 Adding a Home Screen Icon 4-1 Logging Off 4-2 Navigating an iphone or Android phone screen 4-2 Finding Information on an iphone or Android phone 4-2 Adding Customer Information on an iphone or Android phone 4-4 Example: Adding a New Company 4-4 Navigating Your Calendar on an iphone or Android phone 4-4 Managing Leads, Opportunities, and Cases on an iphone or Android phone 4-5 Search Select Advanced Fields 4-5 Running a Report on an iphone or Android phone 4-6 Classic Dashboard on an iphone or Android phone 4-7 Mobile Guide Contents i

4 Contents Chapter 5: Working with Sage CRM from a Tablet 5-1 Logging On from an Tablet 5-1 Adding a Home Screen Icon on a Tablet 5-1 Setting a Default Tablet Version User Preference 5-2 Finding Information on a Tablet 5-2 Adding Customer Information on a Tablet 5-2 Changing Customer Information on a Tablet 5-3 Navigating your Calendar on a Tablet 5-3 Running a Report on a Tablet 5-3 Working with the Classic Dashboard on a Tablet 5-3 Chapter 6: Working with Sage CRM from other Mobile Devices 6-1 Logging On 6-1 Logging Off 6-1 Navigating the Mobile screen 6-1 The Basic Screen Elements 6-1 Finding Information on a Mobile Device 6-2 Example: Finding a Person 6-3 Example: Finding an Opportunity 6-4 Adding Customer Information on a Mobile Device 6-4 Example: Adding a Person to a Company 6-4 Navigating Your Calendar on a Mobile Device 6-5 Managing Leads, Opportunities, and Cases on a Mobile Device 6-6 Running a Report on a Mobile Device 6-7 Classic Dashboard on a Mobile Device 6-8 Contents ii Sage CRM

5 Chapter 1: About This Guide This guide is for Users and System Administrators. We assume that: Users operate mobile devices with Web browsers. Familiarity with using Sage CRM over a standard Web browser would also be helpful, although not essential. System Administrators are fully conversant with the User Guide and System Administrator Guide. Chapter Summary The table below gives a summary of each chapter. Chapter Introduction (page 2-1) Getting Started (page 3-1) Working with Sage CRM from an iphone or Android phone (page 4-1) Working with Sage CRM from a Tablet (page 5-1) Working with Sage CRM from other Mobile Devices (page 6-1) Summary An introduction to Sage CRM's Mobile solution. Outlines the steps that users and system administrators need to take in order to access CRM from a mobile device. How to work with CRM from an iphone or Android phone. How to work with CRM from a tablet. How to work with CRM from an IE Mobile device, or BlackBerry. Mobile Guide 1-1

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7 Chapter 2: Introduction In this chapter you will learn how to: Understand what CRM Mobile is. Understand the prerequisites for setting up Mobile. About Mobile Sage CRM Mobile Web (online) Sage CRM s Mobile Web solution allows you to work online using a browser on any device, such as a smartphone or tablet. Users should keep in mind that the Sage CRM interface will differ slightly depending on the mobile device they are using. Sage CRM can display different interfaces to different mobile device types based on their User Agent. A User Agent is a string of text which identifies the exact version of the browser and Operating System on the device. Sage CRM stores a list of devices that different User Agents can map to. Sage CRM has devices/themes for a number of devices including iphone, Android phones, and ipad and Android tablets. These devices link to XSL files which render the appropriate mobile theme. Note: If you own a smartphone, you can try to map it to the iphone or Android themes. If you own an IE mobile device or a Blackberry, then please map it to the Mobile theme. For more information on working with Sage CRM using the iphone or Android optimized themes, see Working with Sage CRM from an iphone or Android phone (page 4-1). For more information on working with Sage CRM using other types of mobile phones, see Working with Sage CRM from other Mobile Devices (page 6-1). For more information on working with Sage CRM using the tablet-optimized theme, see Working with Sage CRM from a Tablet (page 5-1). Sage CRM Mobile Apps (offline) Sage CRM also offers mobile applications ("apps") developed for specific devices and operating systems, which give you online and offline access to CRM by storing some of your CRM data on your device. Please see the Sage CRM Community site for more details. Prerequisites for Mobile Web To use CRM s Mobile Web solution, you need: CRM installed on a server with a valid Mobile license key. If you do not have a valid license key, you will receive the message "Current CRM Installation is not licensed for mobile". Mobile Guide 2-1

8 Chapter 2 Mobile devices for users. To have enabled users for mobile access. Connectivity from the mobile devices to your corporate network or the Internet. URLs set up by the Network Administrator for access to the CRM system from inside and outside your corporate network. To make the different mobile device types known to your CRM system. To consider customizations to be made to such areas as screens, lists, tabs, and the Classic Dashboard for improved viewing on mobile devices. If a firewall has been installed at the implementation site, you need to take steps to ensure that traffic directed to the CRM server via the Internet gets through. For further information on server security refer to the Security Overview chapter in the Install/Upgrade Guide. If you have Classic Outlook or Exchange Integration set up on your Sage CRM system, you can expect the updates to be reflected in the tasks, appointments, and contacts accessed via Mobile Web on most devices. 2-2 Sage CRM

9 Chapter 3: Getting Started In this chapter you will learn how to: Enable users for mobile web access. Recognize URLs for accessing CRM. Make mobile devices known to CRM. Map user agents to CRM. Map unassigned user agents to CRM. Customize mobile screens. Customize Dashboards for mobile devices. Make Entities Read-Only for iphone and Android Access. Troubleshoot Sage CRM access from iphone, Android phone, and tablet devices. Enabling Users for Mobile Web Access All users who want to access Sage CRM Mobile Web need to be enabled to do so. To enable a user for mobile web access: 1. Select Administration Users Users. 2. Select the hyperlink of the user you want to enable, and select the Change action button. 3. Ensure that the Mobile Device Access field has been set to True. 4. Select Save. URLs for Accessing CRM Your Network Administrator needs to set up URLs for all mobile users so that they can access Mobile online from inside or outside the corporate network. The URL for accessing CRM from inside the corporate network is the same as the URL for accessing CRM from your desktop and is typically in the format The URL for accessing CRM from outside the corporate network typically includes your company s IP address. The URL is normally in the format Mapping Unassigned User Agents There may be some user agents specified in CRM that have not yet been mapped to devices. To map an unassigned user agent: 1. From Administration Advanced Customization Devices, select the View Unassigned User Agents button. The Unassigned User Agents page is displayed. Mobile Guide 3-1

10 Chapter 3 Unassigned User Agents 2. Click on the user agent and the device you want to map it to. 3. Select the Save button. The unassigned user agent is now mapped to a device. Mapping User Agents Every mobile device has a user agent, which describes the device to Sage CRM. When working with the Mobile solution, Sage CRM determines which user agent the device uses and maps it automatically. You only need to map a user agent to a device if the device is not already known to the CRM system. To map an existing user agent to a device: 1. From Administration Advanced Customization Devices, select a device from the list of devices by clicking on its hyperlink. The Device input form is displayed. 2. Type a user agent in the Type A New User Agent field. User Agent field 3. Click the Add button. The user agent is mapped to the device. Customizing Mobile Screens A typical 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 You customize mobile screens, lists, and tabs in the same way as you customize screens, lists, and tabs in CRM. However one additional step is required: 3-2 Sage CRM

11 Chapter 3: Getting Started Before you begin customizing Screens, Lists, or Tabs, you need to select the correct device type from the Devices drop-down list. This list is displayed on the Screens, Lists, and Tabs pages in Administration Customization <Entity>. The only supported actions on mobile are runtabgroup and runblock. For more detailed information on screen, list, and tab customization, please refer to the System Administrator Guide. Customizing Classic Dashboards for Mobile You can modify Classic Dashboards for mobile users. For example, you may decide to limit the content available to mobile users, and you may want to configure a default Classic Dashboard screen for them. You specify that a Classic Dashboard is available to mobile users by selecting the Set As Mobile check box on the Dashboard Details screen, and you can then create or modify the Classic Dashboard in the usual way. As well as creating Classic Dashboards for mobile devices, you can specify which blocks are to be made available to mobile users on their Classic Dashboards. Note: The Extensibility Module is required for block customization. To enable/disable the availability of a block to mobile: 1. Select Administration Customization <Entity> Blocks, and open the Maintain Block Definition page for the dashboard block you want to enable or disable for mobile users. 2. Select or uncheck the Available To Mobile checkbox and click the Save button. Note: Interactive Dashboards are not supported on mobile devices. Making Entities Read-Only for iphone and Android Access Companies, People, Cases, Opportunities and Leads can all be made read-only. You may want to do this if you have workflow on an entity which might be affected by an update from a mobile device. If you want to make these entities read-only, then open the following JavaScript file using Notepad or a similar text editor: CRM Installation Folder\wwwroot\smartphone\SageiPhone.js At the top of the page, you will see the following section. Update the values accordingly. The accepted values are true or false. Mobile Guide 3-3

12 Chapter 3 /************************************** * Start Configurable Section /*************************************/ // set to false if you do not want users to be able to change opportunities var updateopportunities = true; // set to false if you do not want users to be able to change cases var updatecases = true; // set to false if you do not want users to be able to change leads var updateleads = false; // set to false if you do not want users to be able to change companies var updatecompanies = true; // set to false if you do not want users to be able to change people var updatepeople = true; /************************************** * End Configurable Section /*************************************/ Setting Up Additional Devices - Advanced Customization When Mobile is installed, a number of mobile device types are set up by default. The default device list should be sufficient for the range of mobile devices that you will use to access CRM. However, Developers can set up additional devices if required by modifying one of the existing devices. To modify an existing device: 1. Click on Administration Advanced Customization and select Devices from the Advanced Customization home page. A list of devices is displayed. Devices list 2. Click on the hyperlink of the device you wish to modify. The Device input form is displayed. 3-4 Sage CRM

13 Chapter 3: Getting Started Device input form 3. Replace the description in the Administrative Description field with the description of the device you want to set up. 4. Replace the description in the User Description field with the description of the device that you want the end user to see. 5. Select the XSL transformation file your device requires from the XSL File Name list. 6. Select an alternative device from the Based On Device list if the device you are setting up is not included on the Devices list in Administration Customization <Entity> Screens. 7. If your device uses a unique markup language to send information to CRM, type the language name in the HTTP Accepts field. 8. In the HTTP Content Type field, type the language that CRM will use to reply to the device. 9. Select Yes or No from the Supports HTML Frames drop-down list to specify whether or not the device supports frames. 10. When you click the Save button, the modified device is displayed in the list of devices. The table below explains the standard fields on the Device input form. Field Administrative Description User Description XSL File Name Based On Device Description The description the administrator uses for the device being set up. The description of the device that the end user sees in CRM. This description should make it clear to the user what type of device is being referred to. The name of the Extensible Stylesheet Language (XSL) transformation file required to convert CRM output to a format that the mobile device can understand. For each device, a set of files is created in a folder in the following location:..\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 Mobile Guide 3-5

14 Chapter 3 Field Description device from the Based On Device drop-down list. HTTP Accepts HTTP Content Type Supports HTML Frames Device Image Extension Device Code Page Device Max Rows Device CSS File Browser Type You only need to 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 CRM to tell it which type of markup language it uses. This is similar to the HTTP Accepts field. Specifying a markup language in this field ensures that when CRM sends back a reply to the device, it tells it which markup language it is sending. Specify whether or not the device you are setting up supports HTML frames. Specify the image extension (.jpg,.gif,.png, etc) to be used with the device. Specify the character set. For example, shiftjs or UTF-8. Specify the maximum number of rows that can appear in a grid. Specify the CSS file you want 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 what to set this to and want CRM to assign a browser type, select Other. Troubleshooting Sage CRM Access from iphone, and Android Phone, and Tablets Sage CRM can display different interfaces to different mobile device types based on their User Agent. A User Agent is a string of text which identifies the exact version of the browser and Operating System on the device. Sage CRM stores a list of devices that different User Agents can map to. Sage CRM has devices/themes for iphone, and Android phones, and tablets. These devices link to XSL files which render the appropriate mobile theme. If you experience problems while using Sage CRM from either an iphone or Android phone, or a tablet, check the following troubleshooting tips. 3-6 Sage CRM

15 Chapter 3: Getting Started iphone, Android phone, or Tablet theme is not displayed on the device Ensure that the User Agent for the iphone, Android phone, or tablet is correctly mapped to the device in CRM. The User Agent might either be unassigned to a device, or assigned to a different device. Please refer to Mapping User Agents (page 3-2) for more information Devices link is not available in Advanced Customization area The mobile license for Sage CRM is not installed. Contact your Business Partner about obtaining a license key with the mobile option. iphone, Android phone, or tablet theme is not displayed when CRM is accessed through a link on the home screen The iphone, Android phone, or tablet device sends a different User Agent when a link is accessed from the home screen. Check the Unassigned User Agents for a new iphone, Android phone, or tablet User Agent, and map it to the correct device. iphone, Android phone or tablet cannot locate the CRM web server Ensure that the CRM installation is either publicly accessible or that the iphone or Android is connecting to a VPN which can access the CRM installation. Default logon screen displayed instead of the iphone or Android screen CRM Metadata has not been loaded yet (for example, due to IISReset). Log on, and the iphone or Android theme will be displayed as expected. Mobile Guide 3-7

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17 Chapter 4: Working with Sage CRM from an iphone or Android phone In this chapter you will learn how to: Log on. Add a Home Screen icon. Log off. Navigate around the phone screen. Search for information. Add customer information. Manage my calendar. Manage leads, opportunities, and cases. View reports. Select a Classic Dashboard from an iphone or Android phone. Logging On You can reach the Logon page in this way: 1. Open the Internet browser on your mobile browser and enter the URL given to you by your system administrator If you already access CRM from your desktop, type in the URL you normally use. This usually looks like this: The Logon page is displayed. 2. Enter your User Name and Password and tap the Log On button.you are logged on. By default, a successful logon displays the home page for your mobile device theme. Adding a Home Screen Icon To add a Sage CRM icon to your home screen: 1. When you first access CRM on your iphone or Android phone, tap the Add Bookmark icon on the bottom toolbar. 2. Tap Add to Home Screen. 3. On the Add to Home screen, tap Add. The browser will close, and a Sage CRM icon will appear on your home screen. On some devices, you may be able to add a CRM home screen icon, directly from the home screen: 1. Press the menu button on your smartphone. 2. Select More. 3. From the drop-down selection list select Add shortcut to Home Screen. The Sage CRM icon is displayed on your home screen. Mobile Guide 4-1

18 Chapter 4 Logging Off To log off: Tap the Logout option on the Sage CRM Mobile solution home page. You are also automatically logged off if you close the browser window or navigate to another site within the same browser window. Navigating an iphone or Android phone screen The Mobile theme mimics to a great extent the Sage CRM desktop layout. It will change slightly depending on the mobile device you are using. When you log on first, you will be brought to the Sage CRM for Mobile home page where, depending on your user rights, you will be presented with the main CRM menu options. CRM Main Menu Finding Information on an iphone or Android phone This section explains how to perform a basic search and gives some examples of how to find specific information. To find information: 1. Tap the Find menu button on the home page. 2. Select the item you want to search for from the Find menu. Options available are Company, Person, Case, Opportunity, and Lead. Note: Documents are not supported on the mobile web solution. Any documents associated with a Company, Person, Case, Opportunity, or Lead will not be visible to users accessing CRM on Mobile. 3. Type in one or more search criteria. 4. Tap the Find button to start the search. 5. Select any one of the hyperlinks to drill down on the customer information. Hyperlinks are displayed in bold text. If you get a long list of results that span over several pages, you can jump to 4-2 Sage CRM

19 Chapter 4: Working with Sage CRM from an iphone or Android phone the page number you want by entering the page number in the Go To Page field and tapping the arrow to the right. You can make phone calls directly from within any record containing a valid phone number. Company search results Once you have found a company, you can: Make a call directly from a record, tap the phone number in the Phone Number field. View a map of a contact's location, tap the Map icon in the Address field. A message displays to say Google Maps wants to use your current location. Tap OK to accept, and the map will open in a new window. Customer location on Google Maps Mobile Guide 4-3

20 Chapter 4 Adding Customer Information on an iphone or Android phone This section explains how to add customer information and gives an example of adding a new company. To add information: 1. Tap the New menu button on the Sage CRM home page. 2. Select the item you want to create from the New menu. Options available are Company, Individual, Case, Opportunity, Communication, and Lead. 3. Type the details in the input form. 4. Tap the Save button. Example: Adding a New Company To add a new company: 1. Tap the New button on the Sage CRM for iphone home page. 2. Select Company from the New menu. 3. The Company New Company page is displayed. 4. Complete the new company's details and tap the Save button. If there are any validation errors, you will receive a pop-up message and any required fields will appear in red. Add new company - validation errors Any information that you have added via your mobile device is displayed in desktop CRM. Navigating Your Calendar on an iphone or Android phone You can view the calendar in daily or weekly view. 4-4 Sage CRM

21 Chapter 4: Working with Sage CRM from an iphone or Android phone The daily and weekly views are divided into Appointments on the top half of the page and Tasks on the bottom half of the page (you may need to scroll down to view tasks). Filter criteria apply to the calendar if the Status field is set to Pending, you will only see pending tasks and appointments in your calendar. The Next and Previous arrows allow you to scroll to the next page of the view you are in. To create a new task within the daily view, tap the New button. To create a new appointment: 1. Select the time and date the appointment is due to take place. 2. Fill in the details. 3. When you save it, the communication is saved in your My CRM work area. Selecting a specific date on the weekly view takes you to the daily view for that day. While in daily view, you can tap a time to add an appointment for that time slot. If you re in weekly view, you can tap a day to be brought to the summary for that day. Managing Leads, Opportunities, and Cases on an iphone or Android phone To create a new lead, opportunity, or case: 1. Press the New menu button on the Sage CRM Mobile home page, and select Lead, Opportunity, or Case from the New menu. 2. Type the details in the input form. You may need to scroll down to complete all of the details 3. Press the Save button. Alternatively, you can find a specific person or company and link the lead, case, or opportunity to it. To update an existing lead: 1. Find the lead, opportunity, or case and open the Summary page. 2. Press the Change button. 3. Make the changes and press the Save button. Note: Workflow buttons are not available when working with CRM via mobile web. Search Select Advanced Fields A small magnifying glass displayed next to a small down-pointing arrow indicates that the field is an Advanced Search Select Advanced field. An example of where it is displayed is the Company and Person field on the New Case page. Mobile Guide 4-5

22 Chapter 4 Search Select Advanced Fields on the New Case screen Where the Search Select Advanced icon is present, you can type a few letters, tap the magnifying glass icon, and search matches are displayed underneath the field. Tap one of the results and the text box is filled in. If only one item is found, the description is filled in straight away. Once you have linked a record, such as a company or person, to the search select field, you can jump to the summary page of the company or person. Running a Report on an iphone or Android phone You can view reports if you have the appropriate rights. CRM includes sample reports in various categories, for example Sales and Customer Care. You can run the reports on your smartphone by selecting the Reports button from the Sage CRM home page. To run a sample report: 1. Tap the Reports button. 2. Select a category from the Select Category list. A list of reports available in that category is displayed. 4-6 Sage CRM

23 Chapter 4: Working with Sage CRM from an iphone or Android phone Select Report page 3. Select the hyperlink of the report you want to run. 4. Select any further Search criteria from the drop-down list and tap the Run button. The report is displayed. To view the full report details, you may need to scroll down or rotate your smartphone if it supports horizontal viewing. Note: You can run any reports that you have created in CRM from your desktop on your mobile device. You run them in the same way as you run sample reports. Classic Dashboard on an iphone or Android phone You can define the Classic Dashboard you want displayed on your phone from your desktop. To select a Classic Dashboard: 1. From your desktop, open My CRM Dashboard and click the Go To The Classic Dashboard hyperlink. Note: The Interactive Dashboard is not available. 2. Select the Classic Dashboard you wish to view on your mobile device from the Dashboard dropdown list. The Dashboard Content page is displayed. 3. Click on the Edit Dashboard Details button. The Dashboard Details page is displayed. 4. Select Set As Mobile Dashboard and then click on the Save button. The Classic Dashboard you have selected will be displayed when you open it from your iphone or Android phone. Please refer to the User Guide for more information on creating and adding content to Interactive and Classic dashboards. To view a Classic Dashboard from your phone: 1. Navigate to the My CRM area from the Sage CRM home page. 2. Select Dashboard from the My CRM menu. Your preferred Dashboard is displayed. Mobile Guide 4-7

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25 Chapter 5: Working with Sage CRM from a Tablet In this chapter you will learn how to: Log on from a tablet. Adding a Home Screen icon on a tablet. Setting a default tablet version user preference. Finding information on a tablet. Adding customer information on a tablet. Changing customer information on a tablet. Navigating your calendar on a tablet. Running a report on a tablet. Working with the Classic Dashboard on a tablet. Logging On from an Tablet You can reach the Logon page in this way: 1. Open the Internet browser on your tablet. 2. In the address box, enter the same address you use to access CRM from your desktop or laptop. 3. Enter your logon details and select Log On. A successful logon displays an area within My CRM, for example, your calendar. Depending on your user preference settings, this will either look the same as your desktop version, or it will look different if you have chosen to use the tablet theme, which optimizes the Sage CRM interface for tablets. Table theme home page Adding a Home Screen Icon on a Tablet Most tablets will allow you to add an icon to your home screen to easily access your favorite web sites. Note: The method for adding your Sage CRM icon to the home screen will vary from device to Mobile Guide 5-1

26 Chapter 5 device. 1. Navigate to the Sage CRM logon page. 2. Tap the icon to add a new home screen icon. For example, the box-with-arrow icon next to the web address on ipad Select Add To Home Screen. 4. Edit the description if you need to. 5. Tap the Add button. The Sage CRM icon is displayed on your home screen. Setting a Default Tablet Version User Preference When working on a tablet, it is possible to work with two different views of Sage CRM, the Tablet view or the Desktop view. The mobile display is optimized for the ipad or the Android Tablets on 10" or 7" screens. To set a default access preference when working with Sage CRM from a tablet device: 1. Log on to Sage CRM from your desktop. 2. Select My CRM Preferences. 3. Set the Default Tablet Version field to either Desktop Version or Tablet Version. Next time you log on from the tablet device, the tablet theme will be displayed. Finding Information on a Tablet To find information: 1. Tap the Find button to search for the different types of information that you have access to. 2. Tap one of the options to display the search screen. 3. Enter the details you want to search for and tap the Find button at the top of the page. You will be presented with a list of results. Text in bold indicates a link. 4. Tapping a phone number will prompt you to either create a new contact or add to an existing contact in your tablet's contact book. Note: This behavior is device dependent. Adding Customer Information on a Tablet To add a new record: 1. Tap the New button on the Main Menu. A list of record types that you have access to create is displayed: 2. Tap the record type you want to create. The entry screen is displayed. Required fields are marked with an asterisk after the field name. 3. When you have completed your changes, tap the Save button at the top of the page. If there are any validation errors, a pop-up message is displayed and any unfilled required fields are displayed in yellow. 4. When all required fields have been completed, tap Save. The Summary page is displayed. 5-2 Sage CRM

27 Chapter 5: Working with Sage CRM from a Tablet Changing Customer Information on a Tablet If you want to update a record, tap the Change button at the top of the page. Note: Your Sage CRM administrator may have disabled updates to certain types of information to ensure that the workflow is not compromised. If this is the case, then the Change button will not appear. To edit, for example, a Communication record for the current company: 1. Choose a communication from the Communication tab and select the Change option. The record is displayed in edit mode. 2. Tap the field you want to update. Note that different entry types will open a different type of interface. 3. Save. Navigating your Calendar on a Tablet You can view your calendar in day or week view. While in day view, you can tap a time to add an appointment for that time slot. If you are in week view, then you can tap a day to be brought to the summary for that day. Tasks are displayed at the bottom of the day view. Running a Report on a Tablet You can view reports on your Tablet device if you have the appropriate rights. 1. Tap Reports on the Main Menu. A list of report categories and reports will be displayed. 2. Press the category drop-down list, and choose a different category to see the list of reports for that category. 3. Select the report you want to run. If there are filter options available for the report, you can fill them in as required. 4. To run the report, tap the Run button at the top of the page. Working with the Classic Dashboard on a Tablet You can view the Sage CRM classic dashboard on your Tablet device. To do this, log onto Sage CRM from a desktop browser and create a classic dashboard, selecting the Set as Mobile Dashboard option. When you have completed the setup in the full browser, the dashboard is accessible from your Tablet. Mobile Guide 5-3

28 Chapter 6: Working with Sage CRM from other Mobile Devices In this chapter you will learn how to: Log on. Log off. Navigate around the Mobile screen. Search for information. Add customer information. Manage my calendar. Manage leads, opportunities, and cases. View reports. Select a Classic Dashboard for my mobile device. Logging On You can reach the Logon page in this way: 1. Open your Web browser and enter the URL given to you by your system administrator If you already access CRM from your desktop, type in the URL you normally use. This usually looks like this: The Logon page is displayed. 2. Enter your User Name and Password and click the Log On button.you are logged on. By default, a successful logon displays the My CRM Calendar for the current day. Logging Off To log off: Select the Log Off main menu button at the top of the screen. You are also automatically logged off if you close the browser window or navigate to another site within the same browser window. Navigating the Mobile screen To effectively move around a CRM system using a mobile device, you need to be aware of the different areas of the screen. The Basic Screen Elements This section explains the different areas of a Mobile screen. Mobile Guide 6-1

29 Chapter 6 Mobile screen Screen Area Menu Buttons Action Buttons Context Area Context List Hyperlinks Description You can move directly from one work area to another using the Menu Buttons at the top of the screen. Menu Buttons remain the same regardless of the context you are working in. As you work with the system you will need to change the data. For example, update contact information, progress sales opportunities, and so on. Action Buttons enable you to do this. The Action Buttons available to you change depending on what context you are in. This area of the screen contains the Context List and Action Buttons. These options help you move quickly from one context to another during the course of your work. For example, when you are reviewing your Calendar you may want to quickly switch to your pending opportunities or cases. The Context List allows you to do this. You can jump from one page to another using hyperlinks. For example, when you click on a person s name, the Summary page associated with that person is displayed. Finding Information on a Mobile Device This section explains how to perform a basic search and gives some examples of how to find specific information. To find information: 6-2 Sage CRM

30 Chapter 6: Working with Sage CRM from other Mobile Devices 1. Click on the Find menu button. 2. Select the item you want to search for from the context list. Options available are Company, Person, Case, Opportunity, and Lead. Note: Documents are not supported on mobile installs. Any documents associated with a Company, Person, Case, Opportunity, or Lead will not be visible to users accessing CRM on a mobile device. 3. Type in one or more search criteria. 4. Click on the Find action button to start the search. 5. Click on any one of the hyperlinks to drill down on the customer information. If you get a long list of results that span over several pages, you can jump to the page number you want by entering the page number in the Go To Page field and clicking the Go arrow. Go Arrow Note: The Find menu button is at the top of the screen, the Find action button is in the context area of the screen. Example: Finding a Person To find a person called Bill Jones: 1. Click on the Find menu button, and select Person from the list in the context area. The Person Search page is displayed. 2. Type Bill in the First field, and click the Find action button. A list of people matching your search criteria is displayed. Search results 3. Click on the hyperlink for Bill Jones. The Person Summary page is displayed. Mobile Guide 6-3

31 Chapter 6 Example: Finding an Opportunity To find an opportunity that is linked to a particular company: 1. Click on the Find menu button, and select Company from the list in the context area. 2. Type Design Right in the Company Name field and select the Find action button. 3. Click on the hyperlink of Design Right to display the Summary page. 4. Select Opportunities from the list in the context area. A list of opportunities linked to Design Right is displayed. 5. Click on the Status icon to view the opportunity details. Opportunity linked to a Company Adding Customer Information on a Mobile Device This section explains how to add customer information and gives an example of adding a new contact to an existing company. To add information: 1. Click on the New menu button. 2. Select the item you want to create from the context list. Options available are Company, Individual, Case, Opportunity, Communication, and Lead. 3. Type the details in the input form. 4. Select the Save button from the context area. Example: Adding a Person to a Company To add a person to an existing company: 1. Find the company you want to add the new contact to. 2. When the Summary page for the company is displayed, select Person from the context list. 3. Select the New button from the context area. The Company Add Person page is displayed. 4. Complete the person's details and select the Save button in the context area. All fields marked with an asterisk are required fields. 6-4 Sage CRM

32 Chapter 6: Working with Sage CRM from other Mobile Devices Company Add Person Note: You can link communications, opportunities, and cases to companies in the same way. Any information that you have added via your mobile device is displayed in desktop CRM. Person summary screen Navigating Your Calendar on a Mobile Device When you log onto CRM your daily Calendar is displayed. You can switch between daily, weekly, monthly, and yearly views of your Calendar using the list in the context area. If you are not currently in the Calendar context, you can move to it by clicking the My CRM menu button at the top of the screen. Gray shading indicates the current time or date in the daily and weekly views, respectively. The daily and weekly views are divided into Appointments on the top half of the page and Tasks on the bottom half of the page (you need to scroll down to view tasks). Filter criteria apply to the calendar if the Status field is set to Pending, you will only see pending tasks and appointments in your calendar. The Next and Previous arrows allow you to scroll to the next page of the view you are in. To create a new task within the daily view, select the New Task hyperlink. To create a new appointment: 1. Select the time the appointment is due to take place. You can select the time and date you want to associate with the appointment by selecting the year, month, day and time using the drop-down lists. 2. Then fill in the details. Mobile Guide 6-5

33 Chapter 6 3. You need to scroll down to complete all the fields. 4. You can assign it to a colleague by selecting their name from the User field. 5. When you save it, the communication is saved in your (or your colleague s) My CRM work area. Clicking on a specific date on the weekly and monthly views takes you to the daily view for that day. Clicking a week in the monthly view takes you to the weekly view for that week. Clicking a month in the yearly view takes you to the monthly view for that month. You can create a communication that is linked to a person, company, opportunity, or case. The communication will be saved in the context within which it was created. For example, to create a Communication that is linked to a person: 1. Open the summary page for the person. 2. Select Communications from the list in the context area. 3. Select the New action button. 4. When you fill in the details and save it, the communication is saved within the context of the person. Managing Leads, Opportunities, and Cases on a Mobile Device To create a new lead, opportunity, or case: 1. Click on the New menu button, and select Lead, Opportunity, or Case from the list in the context area. New Opportunity 2. Type the details in the input form. You ll need to scroll down to complete all of the details. 3. Select the Save action button from the context area. Alternatively, you can find a specific person or company and link the lead, case, or opportunity to it. To update an existing lead: 1. Find the lead, opportunity, or case and open the Summary page. 6-6 Sage CRM

34 Chapter 6: Working with Sage CRM from other Mobile Devices Opportunity Summary page 2. Select the Edit action button from the context area. 3. Make the changes and select the Save action button from the context area. Note: Workflow buttons are not available when working with CRM via a mobile device. Running a Report on a Mobile Device CRM includes sample reports in various categories, for example Sales and Customer Care. You can run the reports on your mobile device by selecting the Reports button. To run a sample report: 1. Select the Reports button. 2. Select a category from the Select Category list. A list of reports available in that category is displayed. Select Report page 3. Click on the hyperlink of the report you want to run. 4. Select any further Search criteria from the drop-down list and click the Run button. The report is displayed. Mobile Guide 6-7

35 Chapter 6 Cases Open by Company Report - Chart You may need to scroll down to view the full report details. Cases Open by Company Report - Detail Note: You can run any reports that you have created in CRM from your desktop on your mobile device. You run them in the same way as you run sample reports. Classic Dashboard on a Mobile Device You can define the Classic Dashboard you want displayed on your mobile device from your desktop. Note: Only customers who have upgraded from SageCRM.com v7 will have access to the Classic Dashboard. To select a Classic Dashboard for your mobile device: 1. From your desktop, open My CRM Dashboard and click the Go To The Classic Dashboard hyperlink. Note: The Interactive Dashboard is not available on mobile devices. 6-8 Sage CRM

36 Chapter 6: Working with Sage CRM from other Mobile Devices 2. Select the Classic Dashboard you wish to view on your mobile device from the Dashboard dropdown list. The Dashboard Content page is displayed. 3. Click on the Edit Dashboard Details button. The Dashboard Details page is displayed. 4. Select Set As Mobile Dashboard and then click on the Save button. The Classic Dashboard you have selected will be displayed when you it from your mobile device. Please refer to the User Guide for more information on creating and adding content to Interactive and Classic dashboards. To view a Classic Dashboard from your mobile device: 1. Select the My CRM button if you are not already in the My CRM context. 2. Select Dashboard from the list in the context area. Your preferred Dashboard is displayed. Dashboard content Mobile Guide 6-9

37

38 CRM Document Version Code: IMP-WMG-ENG

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