Schwab OpenView Gateway for Microsoft Dynamics CRM by Salentica. User s Guide

Transcription

1 Schwab OpenView Gateway for Microsoft Dynamics CRM by Salentica User s Guide Version 2.1, March 2013

2 Table of Contents About This Document... 4 Audience... 4 Notations Used... 4 Before You Begin... 5 Pre-requisites... 5 Regular Schwab Advisor Center Users vs. One-Time Password (OTP) Users... 5 Preparing Your CRM Financial Accounts... 6 Fill in Account Numbers and Custodians... 6 First Time Use Subscription Process... 7 Overview... 7 Before You Begin... 7 Subscription... 7 Challenge for One-Time Passwords The Salentica CRM with Schwab OpenView Gateway Screens My Firm Alerts Account Alerts Account Balances Account Positions Account Profile Account Transactions Account Documents The Account Synchronization Screens Before You Begin Account Sync History Synchronized Accounts Account Sync Account Link Starting From Scratch Troubleshooting Page 1 of 28

3 Common Error Messages APPENDICES Appendix A Salentica CRM with Schwab OpenView Gateway Screens Available For Use Appendix Z How to Contact Salentica Support Page 2 of 28

4 Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the companies, organizations, products, domain names, addresses, logos, people, places, and events depicted in examples herein are fictitious. No association with any real company, organization, product, domain name, address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Salentica Inc.. Salentica may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Salentica, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property Salentica Inc. All rights reserved. Your right to copy this documentation is limited by copyright law and the terms of the software license agreement. As the software licensee, you may make a reasonable number of copies or printouts for your own use. Making unauthorized copies, adaptations, compilations, or derivative works for commercial distribution is prohibited and constitutes a punishable violation of the law. Microsoft Dynamics CRM and Microsoft CRM are trademarks of Microsoft Corporation. Charles Schwab, Schwab, Schwab OpenView Gateway, Schwab Intelligent Integration, Schwab Advisor Center are trademarks of Charles Schwab & Co., Inc. Page 3 of 28

5 About This Document This document describes the use of the Schwab OpenView Gateway for Microsoft Dynamics CRM by Salentica solution. The hope is that the software is intuitive and easy-to-use. The screen layouts have intentionally been designed to resemble the screens in Schwab Advisor Center, so users of Schwab Advisor Center should have no problems navigating and using the screens within the Microsoft Dynamics CRM and/or the Salentica solution. Audience This document is intended for Microsoft Dynamics CRM 2011 end-users who are also Schwab Advisor Center users. It is assumed that you are familiar with using Microsoft Dynamics CRM 2011, and navigating CRM Dashboards and Financial Accounts. Notations Used Throughout this document, the following symbols will be used to highlight important pieces of information or provide more insight into the task. The Green Flag is used to show notes that provide more information. The Orange Push Pin is used to show things you might want to remember. The Yellow Caution is used to highlight areas where you need to be careful or where special attention is warranted. Page 4 of 28

6 Before You Begin Pre-requisites The assumption is that a CRM administrator within your organization has already installed the solution, as described in the Schwab OpenView Gateway for Microsoft Dynamics CRM by Salentica Administrator s Guide which is available from Salentica. Regular Schwab Advisor Center Users vs. One-Time Password (OTP) Users Schwab Advisor Center has two types of user accounts: Regular users have a User ID and a password. Once subscribed to the service, these users will never be asked for Schwab Advisor Center credentials when accessing data from their CRM. OTP users also have a User ID and a password, but additionally they have a PIN-generating token. For OTP users, when supplying your password during the one-time subscription, be sure to include your PIN. Also, your PIN has an expiry associated with it. Once subscribed to the service, the next time you request data after your PIN has expired, you will be asked to enter a new PIN to continue. Then this PIN will be used until it expires, and so-on. Page 5 of 28

7 Preparing Your CRM Financial Accounts Fill in Account Numbers and Custodians The Schwab OpenView Gateway for Microsoft Dynamics CRM by Salentica solution (referred to as Salentica CRM with SOVG in this document) will integrate with your CRM so that when you open up a CRM Financial Account, that account number is used to retrieve the data from the Schwab OpenView Gateway. There are two pieces of information that must be present on you Financial Account record in order for the Salentica CRM with SOVG solution to work. First you must supply the Schwab account number and second you must specify that Schwab is the custodian for the account. If the solution cannot determine both bits of information, you will be presented with an Account not available or Account not linked error message. See the Troubleshooting section for more details. Page 6 of 28

8 First Time Use Subscription Process Overview Schwab OpenView Gateway for Microsoft Dynamics CRM by Salentica connects your CRM User Profile to your Schwab Advisor Center account. The first time you attempt to use the Salentica CRM with SOVG screens, you will be asked to subscribe to receive data from the Schwab OpenView Gateway. Before You Begin By subscribing you are simply linking your CRM user profile to your Schwab Advisor Center account. No passwords are cross-pollenated between systems. No CRM data is stored with Schwab, and no Schwab data is stored in CRM. Salentica provides Schwab with a unique identifier for you, as a CRM user, and Schwab stores that unique identifier along with your Schwab Advisor Center User ID. Each time you make a request for data in the CRM, we provide your unique ID to the Schwab OpenView Gateway. Schwab uses that ID to verify who you are, and provides the requested data back to the CRM based on your Schwab Advisor Center security privileges. For this step, you will require the following: Subscription Requirement You must be able to log into your CRM solution and you must have been assigned the Salentica CRM with Schwab OpenView Gateway User CRM security Role You must have a valid Schwab Advisor Center User ID and password. Additionally, if you are an OTP user, you must also have your token key-fob with you. The first time you encounter a Salentica CRM with SOVG screen in your CRM, it will look like this: Read the message on-screen, and once you re comfortable with what you are subscribing to, click the Subscribe button at the top. Page 7 of 28

9 A new browser window (or tab) will open and you will be directed to a Schwab web page. Please read the Use Agreement before accepting the terms of the agreement. If the terms of the agreement are acceptable, enter you Schwab Advisor Center User ID and Password in the boxes provided for each. OTP users: remember to enter your PIN at the end of your password. Once you have provided your credentials and accepted the terms of use, click the Subscribe button. Page 8 of 28

10 Your credentials will be validated and, if successful, you will receive this message. Please note the direction to now refresh your CRM window in order to rerequest the Schwab data (now that we all trust each other!). You can click Close on this screen, and return to CRM and refresh your screen by pressing F5 on your keyboard. After your CRM screen refreshes, you should see the Salentica CRM with SOVG screen(s) and you can begin using the integration to receive real-time data from Schwab Advisor Center Page 9 of 28

11 Challenge for One-Time Passwords OTP users will periodically be challenged to enter the One Time Password. When you see the screen below, enter only your PIN number from your secure token key fob (do not include your sac.com password in this box), and click Authenticate. If successful, your credentials will be used until your OTP expires again. Page 10 of 28

12 The Salentica CRM with Schwab OpenView Gateway Screens My Firm Alerts The My Firm Alerts screen reports all the alerts across all the accounts the logged on user has access to in Schwab Advisor Center. Because this screen is not account-specific, this screen is ideally suited to be in a CRM Dashboard. Noteworthy features of this screen: 1. Filters: Use one or more filters and click Apply Filters when you re ready to see the results. Each time you apply a filter, or reset the filters to the default, the screen will request a new set of data from Schwab Advisor Center. 2. Alert Status Icons: Similar to the icons in Schwab Advisor Center, these icons represent the status of each alert. A red exclamation mark means the alert priority is critical A yellow caution sign means that action is required on this alert A blue filing cabinet means the alert has been archived 3. The alert subject is a clickable link which will open a new window with the details of the alert if additional information is provided for this alert. 4. The account number is a clickable link. When clicked, if the account is found in the CRM, the CRM account form (as identified in the configuration exercise) will open. 5. Action buttons: These buttons allow users to make the Schwab Advisor Center alert actionable. Archive: Allows you to archive the alert in Schwab Advisor Center. This update is immediate and is posted back to Schwab Advisor Center in real-time. Create Task: A new window will open with a new CRM Task pre-populated with information about the alert. Create A new window will open with a new CRM pre-populated with information about the alert. 6. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Page 11 of 28

13 Account Alerts Once you open a particular Account record in your CRM, the user will be able to see Account Specific Schwab Advisor Center information. The Account Alerts screen reports Schwab Advisor Center alerts for the account currently being viewed. Noteworthy features of this screen: 1. Filters: Use one or more filters and click Apply Filters when you re ready to see the results. Each time you apply a filter, or reset the filters to the default, the screen will request a new set of data from Schwab Advisor Center. 2. Alert Status Icons: Similar to the icons in Schwab Advisor Center, these icons represent the status of each alert. A red exclamation mark means the alert priority is critical A yellow caution sign means that action is required on this alert A blue filing cabinet means the alert has been archived 3. The alert subject is a clickable link which will open a new window with the details of the alert if additional information is provided for this alert. 4. The account number is a clickable link. When clicked, if the account is found in the CRM, the CRM account form (as identified in the configuration exercise) will open. 5. Action buttons: These buttons allow users to make the Schwab Advisor Center alert actionable. Archive: Allows you to archive the alert in Schwab Advisor Center. This update is immediate and is posted back to Schwab Advisor Center in real-time. Create Task: A new window will open with a new CRM Task pre-populated with information about the alert. Create A new window will open with a new CRM pre-populated with information about the alert. 6. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Page 12 of 28

14 Account Balances The Account Balances screen reports Schwab Advisor Center account balances for the account currently being viewed. Noteworthy features of this screen: 1. If the account is margin-enabled, a margin details section will be shown below the details pictured above. If the account is not a margin account, then the section will be hidden to conserve space. 2. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Page 13 of 28

15 Account Positions The Account Positions screen reports Schwab Advisor Center account positions for the account currently being viewed. Noteworthy features of this screen: 1. Filters: Use one or more filters and click Apply Filters when you re ready to see the results. Each time you apply a filter, or reset the filters to the default, the screen will request a new set of data from Schwab Advisor Center. 2. If no filters are currently applied, account totals will be shown. Filtering the results will result in these totals being hidden to avoid any confusion with what is shown on-screen. 3. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Page 14 of 28

16 Account Profile The Account Profile screen reports a great deal of Schwab Advisor Center profile information for the account currently being viewed. Noteworthy features of this screen: 1. Contact names are clickable links which will open a new window showing contact detail information. 2. If an address is available, it will be clickable clicking will open a new addressed to the address. 3. You ll likely see a scroll bar in this screen the report is quite long so scroll down and make sure you review all the information. 4. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Page 15 of 28

17 Account Transactions The Account Transactions screen reports Schwab Advisor Center account transactions for the account currently being viewed. Noteworthy features of this screen: 1. Filters: Use one or more filters and click Apply Filters when you re ready to see the results. Each time you apply a filter, or reset the filters to the default, the screen will request a new set of data from Schwab Advisor Center. 2. The transaction description may be clickable, if there are details available. Clicking the link will open a new window with transaction detail information. 3. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Page 16 of 28

18 Account Documents The Account Documents screen reports Schwab Advisor Center account documents for the account currently being viewed. Noteworthy features of this screen: 1. Filters: Use one or more filters and click Apply Filters when you re ready to see the results. Each time you apply a filter, or reset the filters to the default, the screen will request a new set of data from Schwab Advisor Center. 2. The report name is clickable. Clicking the link will open a new window for the report. 3. Each Salentica CRM with SOVG screen will show the date/time that the data was retrieved at, shown in your local time zone. You can refresh the data by clicking the green recycle button. Pop-up blockers can prevent documents from opening. Please ensure both the CRM site and are exempt from any pop-up blockers. Documents are provided in PDF format. Please ensure you have Adobe Reader ( or similar PDF Reader application installed. Page 17 of 28

19 The Account Synchronization Screens Account Synchronization can help ensure you have all Schwab Advisor Center Accounts represented as financial accounts in your CRM. This feature is particularly useful if you are starting with a new CRM install without any account data in the CRM. After your CRM is established and populated with accounts the synchronization process can help ensure any new accounts added in Schwab Advisor Center are created and linked in the CRM. Before You Begin For this step, you will require the following: You will need the Salentica CRM with Schwab OpenView Gateway Sync Admin role. Your CRM Administrator can assign this security role to your CRM user profile. You must be a Schwab Firm Security Admin to perform the sync. If you are unsure who the FSA is for your firm, please check with Schwab. If you have not yet enrolled, you must do so by viewing a Schwab financial account or the Schwab Alert dashboard before attempting to sync. If your CRM requires an OTP (one time password), and it s due to be entered, it must be entered in the Financial Account screens before attempting a sync. Account Sync History The Account Sync History lists all attempts to download accounts from Schwab Advisor Center and provides status messages in the event of a failed attempt. Page 18 of 28

20 Noteworthy features of this screen: 1. A listing of sync attempts, including status and any messages returned from the process. 2. This screen provides access to the Sync Now ribbon button. Clicking this button will open the account synchronization window described later on. Page 19 of 28

21 Synchronized Accounts The Synchronized Accounts screen lists all of the accounts that were last downloaded from Schwab Advisor Center. Noteworthy features of this screen: 1. A listing of synchronized accounts attempts, including details. 2. This screen provides access to the Sync Now and Edit Link ribbon buttons. a. Clicking the Sync Now button will open the account synchronization window described in the next section. b. Selecting an account and clicking the Edit Link button will open the Account Link window described later on. Page 20 of 28

22 Account Sync The Account Sync window is used to download accounts from Schwab Advisor Center. Clicking the Sync Accounts button will start a background task that will download accounts. You can view the status of a sync operation in the Account Sync History window. This form is available from the ribbon in both the Account Sync History window and the Synchronized Accounts window. Only Schwab Advisor Center Firm Security Administrators can perform the sync. The Account Sync should be performed on a regular basis. For example your organization may decide to download new accounts and changes every Monday, or when a new account has been created. Page 21 of 28

23 Account Link The Account Link screen will provide a list of possible CRM matches for the selected Schwab Advisor Center account, and allow you to link/unlink a Schwab Advisor Center account to/from a CRM account. This form is available from the ribbon in both the Synchronized Accounts window and the Synchronized Account detail window. Noteworthy features of this screen: 1. The Schwab Advisor Center account to be linked and the fields it will be matched on. 2. A list of potential matching CRM Accounts generated by the application. Selecting one of these accounts and clicking Save will link the two accounts. 3. Create new will allow you to create a new account based on the selected Schwab Advisor Center account. 4. If you realize a mistake has been made, clicking the remove link and then saving will unlink the selected CRM account from the Schwab Advisor Center account. How are suggested matches found? Page 22 of 28

24 Each field received from Schwab is assigned a score. There are a number of fields compared, the scores reflect their importance. When the application finds a matching field on a CRM financial account the score for that field is added to a tally for the matched entity. After all of the entities are scored the results are sorted so the higher scoring financial account entities are at the top of the list. The following table contains the scores for each field. Some fields are not applicable depending the account ownership, organization owned or individual owned. Field Score An account that is already linked 1000 Matching Account Number 100 Matching all text of tax id 25 Matching the visible digits of a masked tax id 10 Matching date of birth (individual owned account) 10 Matching the visible digits of a masked date of birth (individual owned 5 account) Matching organization name (organization owned account) 10 Matching last name (individual owned account) 10 Matching first name (individual owned account) 5 An account that is already linked has a large score to ensure it is always at the top of the list. There is a one to one ratio on linking Schwab accounts. Each account downloaded from Schwab can be linked to single CRM financial account. Starting From Scratch If you have no accounts in the CRM and want to add them from Schwab Advisor Center. You may find the following procedure helpful. It assumes that you have already created a financial account entity in CRM and have configured the solution. 1. If you have not done so already, you will need to enroll and potentially enter your OTP. Do this by opening the Schwab Firm-Wide Alerts Dashboard view. This will allow you to enroll with Schwab and enter your OTP (One Time Password) if applicable. 2. Synchronize your accounts. You can check the Account Sync History window to check the status of your Sync operation. Once it s complete you can move on to step Go to the Synchronized Accounts screen, select an account and click the Edit Link ribbon button to open the Account Link screen. 4. If you have no or few CRM accounts, the list of suggested CRM matches may be empty. That s ok, click the Create New button. This should open the financial account form with the name, account and custodian prefilled. 5. At this point you can fill in the rest of the information for the account or leave it for later. Once you save your new financial account, return to the Account Link screen. If you don t see your account in the list of Suggested CRM Matches you may have to click the refresh button. 6. Select your new account and click Save. Page 23 of 28

25 7. Repeat steps 3 through 6 for any other accounts that you want to create/link. Page 24 of 28

26 Troubleshooting Common Error Messages Error Message Likely Cause & Resolution You are a valid user, but you ve requested data for a financial account that either doesn t exist, or you don t have permission to view it in SAC. Verify the account number and your permissions in SAC. You are a valid user, but you ve requested data for a financial account that is not identified as a Schwab account in CRM. Check the Custodian field on the Financial Account screen and ensure it is set to Schwab. Page 25 of 28

27 APPENDICES Appendix A Salentica CRM with Schwab OpenView Gateway Screens Available For Use On your Financial Account entity, you can add one or more of the Account-specific Salentica CRM with SOVG screens. There are six screens to select from: Name Display Name Description of use ssi_sadwithsovg/account/accountbalances.htm AccountBalances.htm Account-specific view of Account Balances ssi_sadwithsovg/account/accountpositions.htm AccountPositions.htm Account-specific view of Account Positions (holdings) ssi_sadwithsovg/account/accountprofile.htm AccountProfile.htm Account-specific view of Account Profile information ssi_sadwithsovg/account/accounttransactions.htm AccountTransactions.htm Account-specific view of Account Transactions ssi_sadwithsovg/account/alerts.htm Alerts.htm Account-specific view of Account Alerts ssi_sadwithsovg/account/accountdocuments.htm AccountDocuments.htm Account-specific view of Account Documents There is one special Salentica CRM with SOVG screen that is not Financial Account-specific. Rather, the Firmwide Alerts screen is meant to be used in a CRM Dashboard. Details are shown here: Name Display Name Description of use ssi_sadwithsovg/dashboard/alerts.htm Alerts.htm Firm-wide view of Alerts (not account-specific) If you want any of the above screens added to your CRM configuration, please contact your CRM System Administrator. Page 26 of 28

28 Appendix Z How to Contact Salentica Support Salentica s Support Team is available Monday to Friday (excluding holidays) from 8:30am to 5:30pm Eastern Time. To contact Salentica Support, us: [email protected] Additionally, if you are a Salentica Extended Assurance (SEA) customer, you can contact support in the following ways: Salentica Online Support (SOS) portal: Telephone: US ext.230 Canada ext.230 Page 27 of 28