2 Agenda Concept CRM Local contacts Search Edit - Create Questions Search Edit - Create Scenario Easy scenario Exceptions Exercises Extra Q & A
3 Concept CRM Previous way of working Use 2 systems Mails got lost People forget questions, to respond to questions Mails got answered more than 1 time Data is not kept up to date Question are put in the answer box and vice versa Wouldn t it be better if... Question and answers are recorded 1 time Questions and answer can only be registered by the correct user Questions can be viewed by all users All the related info is linked to the questions Our solution: SugarCRM
4 Concept CRM SugarCRM is a web-based application Concepts of a CRM system: centralised data, data is stored at 1 place, only 1 time correct and up to date data for all users not data is lost Isn t that sweet, Sugar sweet
13 Create a Local Contact Required fields are marked with red star * All editable fields are blank
14 Local Contacts - Summary Search Local Contacts basic and advanced search save searches result searches Local Contact Detail details of the local contact possiblity to edit and save possibility to navigate link with Questions Edit a Local Contact change details and save Create a Local Contact create a new contact and save
16 Detail Questions Question title Details Question
17 Create Questions Save or cancel Required fields Multi-select
18 Overview Questions Search question basic and advanced search save searches result searches Edit and create question depends on user and status (see scenario s) Detail question details of the question possibility to navigate link with Local contacts
19 Let s practice Q? A! Requester Responder
20 Scenario 1 Create question Q? Click Save to save the question Complete all the required fields Back-ground action: If a question is saved it will automatically send an notification to the assigned user A!
21 Scenario 1 Answer question A! EU user will have Edit Question COO users will have Write an answer Details question
22 Scenario 1 Save question A! Save your answer Complete your answer
23 Scenario 1 Send answer Status OPEN A! Details of question and answer Confirm your answer Q? Background action: If button is clicked the requester is automatically notified by and the status will change to ANSWERED
24 Scenario 1 Status ANSWERED A!
25 Scenario 1 Accept answer Status ANSWERED Q? Accept the answer and close the question Background action: If button is clicked the assigned user is automatically notified by and the status will change to CLOSED A!
26 Scenario 1 Q? A! Both users have the same view Status CLOSED
27 Scenario 1 overview Q? EU user asks a question A! COO user answers the question EU user accepts the question This was easy, wasn t it?? Now the exceptions...
28 Scenario 2 Question is not clear EU user asks a question Q? COO user asks for clarification A! EU user clarifies the question I don t understand the question. And the normal flow continues...
29 Scenario 2 Asking for a clarification Create a clarification Note Click Create Note
30 Scenario 2 create a clarification Note A! Complete your Note and save it
31 Scenario 2 Ask for clarification A! BUT the requester is not yet informed about the clarification... The note has just been created, not sent.
32 Scenario 2 Ask for clarification A! Q? Click the button to notify the requester that you asked for clarification Back-ground action: the EU user is automatically notified by , the status will change to CLARIFY
33 Scenario 2 A! Q?
34 Scenario 2 Sending the clarification Q? Clarification note is created Back-ground action: the COO user is automatically notified by e- mail, the status will change back to OPEN Send the clarification A!
35 Scenario 2 Overview exception question not clear Q? EU user asks a question COO user asks for clarification (By creating a note and changing the status) A! I don t understand the question. EU user clarifies the question (By creating a note and changing the status) Excercise: What is the status in the following procedure? Requester Requester COO COO Requester Requester creates question saves his question creates note Clicks button ask for clarification' creates note Clicks button send clarification' NEW OPEN OPEN CLARIFY CLARIFY OPEN
36 Scenario 3 Answer is not clear EU user asks a question I don t understand the answer Q? COO answers the question EU asks to clarify the answer (By creating a note and changing the status) COO user clarifies his answer (By creating a note and changing the status) A!
38 Scenario 3 Sending the clarification Q? Click button and change the status to OPEN Back-ground action: the COO user is automatically notified by A!
39 Scenario 3 Clarify the answer Create an extra note or change the answer directly A! Click button and change the status to ANSWERED Q? Back-ground action: the EU user is automatically notified by
40 Scenario 3 Accept the answer Q? Click button and change the status to CLOSED Back-ground action: the COO user is automatically notified by A!
41 Scenario 3 I don t understand the answer Overview exception answer not clear Q? EU user asks a question COO answers the question EU asks to clarify the answer (By creating a note and changing the status) COO user clarifies his answer A! Excercise: What is the status in the following procedure? Requester Requester COO COO Requester Requester COO COO creates question saves his question Answers the question Clicks button this question is answered creates and saves note Clicks button ask for clarification' Clarifies his answer Clicks buton send clarification NEW OPEN OPEN ANSWERED ANSWERED OPEN OPEN ANSWERED
42 Scenario overview Scenario 1 create Question (auto assignement) answer Question answer clear -> accept Answer 1bis create Question manually assignement answer Question answer clear -> accept Answer Scenario 2 question created question answered answer is unclear until answer is not clear adjust answer accept answer Scenario 3 create Question (auto assign) Question not clear (Add note to Q)
43 Extra Assign manually the question A! Click the button Answer this question Q? This will automatically send a notification to the requester
44 Extra Send a reminder Q? Click the button Remind the assigned user to respond Q? This will automatically send a reminder to the assigned user and a confirmation mail to the requester A!
45 Extra Link a local contact to a question Different ways to link both: From the local contacts Directly from the detail of the question Select the correct local contact or create it
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