Sage CRM 6.0. User Guide

Transcription

1 Sage CRM 6.0 User Guide

2 Copyright 2006 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 Part I: Basics Chapter 1: About this Guide How this Guide is Organized Chapter Format Chapter Summary Introduction Browse Customer Information Manage your Time Tools at your Fingertips Qualify Leads Clinch a Deal Produce Professional Reports Care for Customers Personalize your System Chapter 2: Getting Started Starting the Logon Page Logging On Changing your Password Logging Off Now you can Chapter 3: Moving Around The Basic Screen Elements Context Area Tabs Panel Hypertext Links Action Buttons Menu Buttons Main Menu and Administration Menu Menu Button Pop Out Lists User Guide i

4 Recent List Forward and Back Buttons A Quick Tour of Tabs Company Tabs My CRM Tabs Navigating Point and Click Tab Enter Right Click Hover Today s Date Hot Keys Drop-down Lists Next and Previous Arrows Checkboxes Go Arrows Graphic Mode Search Select Advanced Required Fields On-screen Coaching Accessing Training Materials and Setup Wizards Getting Help Now you can Part II: Contact Management Chapter 4: Finding Information Some Basics to Start Pop Out List or Menu Button with Context Area Find Menu and Action Buttons Repeating an Earlier Search Resetting Search Criteria Focusing on a Company or Person Searching for a Person Searching for a Company Finding Opportunities and Cases Finding an Opportunity Finding a Case Finding a Communication Searching by Different Criteria Combining Search Criteria Wild Card Search Numeric Field Search Date Field Search ii Sage CRM

5 Using Advanced Find Using Keyword Search Saving Search Criteria Using an Existing Saved Search Creating a New Saved Search Updating a Saved Search Deleting a Saved Search Creating Saved Searches for all Users Running Actions on Search Lists Working with Long Lists of Information Counting Filtering Sorting Setting a Default Find Page Setting the Size of the Search Results List Now you can Chapter 5: Adding Customer Information Some Basics to Start Pop Out List or Menu Button with Context Area Building a Company Profile Adding a New Company Validation Errors Territory Management Keeping Company Details Current Changing Company Details Changing Company Address Details Changing Information about a Person Growing a Company Profile Adding a New Address to an Existing Company Adding a New Person to an Existing Company Adding a Note to a Company Building a Company Team Building a Person Profile Reassigning a Person to a Company Preventing and Handling Duplication Preventing Duplicate Entries Merging Duplicate Companies Merging Duplicate People Now you can Chapter 6: Doing Your Work Scheduling Personal Activities Scheduling a Callback Scheduling Unlinked Communications User Guide iii

6 Scheduling a Quick Appointment or Task Keeping Track of your Calendar Notifications Changing the Status of a Communication Assigning Tasks to Others Reassign an Existing Task to a Colleague Scheduling a Task for a Colleague Navigating your Calendar Planning a Meeting and Inviting Colleagues Inviting Customers or Partners to a Meeting Recurring Appointments Creating a New Recurring Appointment Changing a Recurring Appointment Deleting a Recurring Appointment Sending and Receiving Communications Setting a Default Template Sending an Handling Inbound s Replying to an Using Microsoft Outlook to Send s Converting s Filing Inbound and Outbound s Out In Rules Applied to Handling Now you can Chapter 7: Working with MS Outlook Before You Start Downloading the MS Outlook Plugin Using CRM from within Outlook Managing CRM Toolbar Options in Outlook Synchronizing Contacts Adding Contacts: CRM to Outlook Adding Contacts: Outlook to CRM Changing and Deleting Contacts Viewing Detailed Contact Information from Outlook Synchronizing Appointments and Tasks Outlook Appointments and Tasks CRM Appointments and Tasks Recurring Appointments and Tasks All Day Events Reviewing Synchronization Conflicts Attaching Shared Documents to Outlook s Filing s from Outlook to CRM Identifying s Filed to or Received from CRM in Outlook 2002 and iv Sage CRM

7 Reinstalling the MS Outlook Plugin Uninstalling the MS Outlook Plugin Now you can Chapter 8: Managing Documents Merging Customer Data with a Document Template Downloading the CRM Plugin Shared and Local Templates Carrying out a Mail Merge Carrying out a Mail Merge to Multiple Contacts Tracking Documents on the Documents Tab Retrieving a Merged Document from the Documents Tab Add a Document to the Documents Tab Document Drag and Drop Linking Correspondence to a Customer Dropping a Document into the Documents Tab Shared Documents Accessing Documents in Shared Documents Filtering Shared Documents Adding Documents to the Shared Documents Tab Editing Documents in the Shared Documents Tab Now you can Chapter 9: Running Reports Sample Reports Running a Report Example: Company List by Segment Example: Activities Logged Report by User (Cross Tab) Example: Opportunity Closing History (Historical) Example: Person Summary Report Example: Exporting a Company List from a Search List Using Advanced Find in a Report Saving Report Search Criteria Adding Favorite Reports Changing the Report Display Options Adobe PDF CSV File MS Excel Now you can Chapter 10: Working with Lists Introduction to List Actions New Document User Guide v

8 New Task Send Export To File Now you can Part III: Sales Chapter 11: Closing a Sale Following the Sales Cycle Closing a Sale: Scenario Creating a New Opportunity Adding Information to an Existing Opportunity Products Progressing the Opportunity Sending a Quotation Turning a Quote into an Order Printing An Order Closing the Sale Manually Progressing Opportunities Viewing the Sales Pipeline Drilling Down on the Pipeline Deleting an Opportunity Creating Quotes and Orders Outside of the Opportunity Context Now you can Chapter 12: Sales Forecasting Introduction Terminology Opportunity Related Terminology Forecast Related Terminology Creating a Forecast for Yourself Submitting a Forecast Viewing Past Submitted Forecasts Working with your Team's Forecasts Administrator Access to Forecasts Now you can Part IV: Marketing Chapter 13: Lead Management vi Sage CRM

9 What is a Lead? Lead Qualification: Scenario Creating a New Lead Searching for an Existing Lead Matching a Lead to an Existing Company Qualifying a Lead Converting a Lead to an Opportunity Manually Progressing Leads Viewing the Lead Pipeline Now you can Chapter 14: Outbound Call Handling Introduction Accessing Outbound Calls Working with Outbound Calls Now you can Chapter 15: Groups Introduction Technical Overview Groups Tab Creating a Group Creating a Group from the Groups Tab Creating a Group from the Wave Activities Tab Creating a Group Based on a Primary Entity Search Adding a Primary Entity Record to a Group Adding Multiple Records to a Group Adding Multiple Records to a Group using Find/Saved Search Adding Multiple Records to a Group using Advanced Find Adding the Records of One Group to Another Group Refreshing a Group Editing a Group Performing a Mass Update on a Group Updating Group Territories How Group Information is Stored Key Attribute Data Generated by Groups Adding Group Information to a Tab Exporting Group Information Viewing an Exported Group Sending Mass s Configuring CRM for Mass s Sending s to Groups Now you can User Guide vii

10 Chapter 16: Campaign Management Introduction Advanced Campaign Scenario Basic Sample Campaign Campaign Objectives Role of the Campaign Manager Setting up a New Campaign Creating the Target Group Carrying out the Mail Merge Setting up New Response Codes Scheduling Follow-up Calls Creating a New Group based on Responses to Follow-up Calls Exporting the Group Reporting on Opportunities Generated from this Campaign Setting up Outbound Call Handling Creating an Outbound Call Wave Activity Creating the Outbound Call List Refreshing the Outbound Call List Reallocating Calls Setting up Key Attribute Profiling Data on the Call Handling Screen Now you can Part V: Customer Care Chapter 17: Caring for Customers Following the Customer Care Cycle Solving a Problem: Scenario Creating a New Case Case Status Icons SLA Status Icons Assigning a Case to a Colleague Progressing a Case Solving a Case Closing a Case Adding a Solution to the Solutions Knowledge Base Manually Progressing Cases Viewing the Case Pipeline Now you can Chapter 18: Knowledge Base Introduction Finding Solutions viii Sage CRM

11 Viewing Solutions from My CRM Adding a New Solution Adding a New Solution from a Case Publishing a Solution Now you can Part VI: Tools Chapter 19: Dashboard What is a Dashboard? Setting up a New Dashboard Customizing a Dashboard Changing Content Directly from the Dashboard Page Editing Dashboard Details Modifying Dashboard Content Adding New Content to the Available Content List Company Dashboard Setting up a Company Dashboard Modifying the Content of the Company Dashboard Now you can Chapter 20: Preferences Accessing Preferences Changing Preferences Using the User Preferences Wizard Now you can Chapter 21: Writing Reports Introduction Creating a New Report Category Moving a Report to a Different Category Creating a List Report Example: Person List Adding a Chart to a Report Example: Forecast Value by Sales Rep Creating a Cross Tabular Report Example: Opportunity Stage by Sales Rep Creating a Historical Report Adding a New Report Style Deleting a Report Now you can User Guide ix

12 Glossary of Terms Index x Sage CRM

13 Part I: Basics

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15 Chapter 1 About this Guide This guide is for Sage CRM end users. Please note that while the document refers to Sage CRM, CRM, or the CRM system throughout, all functionality covered is also relevant to Sage Accpac CRM and Softline Accpac CRM. We assume that you are familiar with the use of a Web browser. How this Guide is Organized Chapter Format Each chapter follows the same format: A checklist sets the goals for each chapter. The chapter content includes: - Step-by-step examples to give you hands-on practice of each section. - Margin notes to highlight features. - Tables to explain the meaning of fields. A Now you can... section summarizes and recaps on what you learned in the chapter. User Guide 1-1

16 How this Guide is Organized Chapter Summary The tables below give a summary of each chapter. Part I: Basics This part is for all users. Basic navigation is covered in this section. Chapter Getting Started Moving Around Description Logging on and how to change your password. How to do more than just point-and-click although that covers most of the navigation skills you need. Part II: Contact Management This part is for all users. Basic contact management is covered in this section. Chapter Finding Information Adding Customer Information Doing Your Work Working with MS Outlook Managing Documents Running Reports Working With Lists Description Searching for different types of information, changing your search criteria, and how to work more effectively with large amounts of data. Building a customer profile, and how to update and keep that information current. How to manage your calendar, schedule meetings, and set reminders. How to install MS Outlook integration and work with synchronizing contacts, tasks, and appointments. How to merge customer data with documents for printing, faxing, or ing. How to run list, cross tabular, historical, and summary reports. How to carry out actions, such as mail merges, on search lists, saved searches, and the Contacts lists. Part III: Sales This part is for sales users. Chapter Closing a Sale Sales Forecasting Description How to take a qualified lead through to a done deal. How to create and submit a sales forecast. 1-2 Sage CRM

17 How this Guide is Organized Part IV: Marketing This part is for marketing users. Chapter Lead Management Outbound Call Handling Groups Campaign Management Description Handling unqualified prospect information. How to work through an outbound call list. How to set up and manage groups. How to manage and track marketing campaign activity. User Guide 1-3

18 Introduction Part V: Customer Care This part is for customer care users. Chapter Caring for Customers Knowledge Base Description How to take a customer care issue from logged through to resolution, and working with Service Level Agreements. How to create and publish Solutions to build up your knowledge base. Part VI: Tools This part looks at tools you can use to customize your work area. It also shows users with Info Manager Reporting rights how to create new reports. Chapter Dashboard Preferences Writing Reports Description Setting up customized pages to reflect the way you work. Customizing the way you see information in the system. How to create and customize reports. Introduction CRM is a single source for all your customer management needs. The system helps integrate marketing, sales, customer service, and customer information tools together in an entirely Web-based package. Why is that so valuable? Consider a typical office environment: Someone takes a phone call for a representative in a different department and forgets to tell them. Result? A lost opportunity. Your desk is littered with sticky notes reminding you to do things, but what do you have to do today? Sales and customer service both work with the same customers, but use separate systems or none at all. No one has a clear idea what has been happening with that customer recently. Different sales teams are pursuing different agendas, so you can't see what is in the pipeline. A customer phones up, irate that his simple query hasn't been answered yet. But that should have been dealt with. 1-4 Sage CRM

19 Introduction CRM can bring it all together. User Guide 1-5

20 Introduction Browse Customer Information Contact Management: Find customer information fast. Focus on the information most relevant to the work you re doing right now. Create and update customer information. Create unlimited notes for special detail. Manage your Time Communication Management: Schedule reminders and appointments. Assign, re-assign, and delegate activities. Plan your workload and view your history of actions. Manage your personal schedule. Manage team workloads. Tools at your Fingertips Document Management: Create letters, s, and proposals using standard templates. Store all documents as part of shared customer history. Attach documents to communications. Send s and attachments using standard mail protocols. Record your communication tasks. 1-6 Sage CRM

21 Introduction Qualify Leads Marketing: Record and qualify raw lead data. Use outbound call lists to work on multiple campaigns. Generate leads from a telephone-based follow-up campaign. Report on the success of a campaign. Clinch a Deal Sales Management: Track opportunities as they move through the sales cycle. Record and maintain a history of all progress updates. Assign opportunities and tasks to colleagues for team selling. Maintain a communication history for each sales opportunity. Report and analyze sales progress, forecasts, and lists. Produce Professional Reports Reporting: Produce account lists and pipeline overviews. List customer cases. Analyze performance and forecasts. Monitor campaign success. Run standard reports from your Web browser. User Guide 1-7

22 Introduction Care for Customers Customer Service: Log customer care calls. Track customer care issues as they progress through to resolution. Monitor Service Level Agreement adherence. Publishing solutions and performing key word searches on a solutions database. Escalate overdue cases. Personalize your System Customization: Decide which vital statistics you want to view. Switch between your top five hot prospects. Maintain an overview of your high priority customer care issues. Set your own time zone and currency preferences. 1-8 Sage CRM

23 Chapter 2 Getting Started In this chapter you will learn about: Starting the Logon page. Logging on. Changing your password. Logging off. Starting the Logon Page To reach the Logon page: 1. Open your Web browser. If you do not have a Web browser, please consult your System Administrator. 2. Enter the URL given to you by your System Administrator. This usually looks like this: Your browser now displays the Logon page. Logon page Your System Administrator can also set up an auto logon based on your network logon ID, in which case the logon page is bypassed. Note: You can store the Logon page as a Web browser Favorite to make logging on faster in the future. User Guide 2-1

24 Logging On Logging On To log on: 1. Enter the User Name and Password provided by your System Administrator. 2. Select the Log On button. Depending on your system configuration and user preference settings, a successful logon displays an area within My CRM, for example, your weekly diary. Weekly Diary If there is an error in the information entered, this message is displayed: Incorrect User Id or Password When this happens, you need to re-enter the User Name and Password with care. Note: The System Administrator can add a setting to the system that locks you out for a period of time, if you enter your password incorrectly a number of times. Either wait the specified length of time, then try again, or contact your System Administrator. Changing your Password There are two options available for changing your CRM password from the logon page and from the Preferences page. To change your password from the CRM logon page: 1. Select the Change Password option on the Logon page. Your Password can be up to twelve characters long and made up of letters and numbers. It is also case sensitive. Your User Name is not case sensitive. The first character of your password must be either a letter or a number. 2. Enter the new password and retype it in the Confirm field. 2-2 Sage CRM

25 Logging Off The new password is active immediately. If you enter a password with fewer characters than the minimum password length defined by your System Administrator, the following message is displayed on the Logon page: Password must be a minimum of [number] characters If this happens, you need to select the Log On Again button and enter a new password. To change your password from the Preferences page: 1. Select the My CRM button. 2. Click on the Preferences tab. The Preferences page is displayed. 3. Select the Change Password button. The Change Password dialogue box is displayed. 4. Click on the Save button. Logging Off To log off: Click on the Log Off button. You are automatically logged off if you close the browser or navigate to another site within the same browser window. Now you can Start the Logon page. Log on. Change your password. Log off. User Guide 2-3

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27 Chapter 3 Moving Around In this chapter you will learn about: The basic screen elements. How information is stored in tabs. Navigating using the mouse and keyboard. Using on-screen coaching. Accessing training materials and setup wizards. Getting the best out of online help. The Basic Screen Elements This section explains the different areas of a standard CRM screen. Recent button and arrows Menu button Context area Tab Action button Hypertext Panel Standard CRM screen User Guide 3-1

28 The Basic Screen Elements Context Area The Context Area displays a summary of the information you are currently focused on. In the screenshot below, we have zoomed in on a person. The information displayed in the Tabs and Panels below the context area relates to this person. Tabs Context Area You can quickly move from the context area of a person to the company they work for, by clicking on the Company link within the context area. Tabs are like folder dividers. The information found in each folder section is determined by the current context. Panel Tabs For example, if the person "Anita Chapman" is zoomed in on in the context area, selecting the Quick Look Tab displays the most recent interactions your company has had with Ms. Chapman. Panels display information on, for example, the person in the current context. One page of information can be divided into a number of panels. Each panel groups related information for easier viewing. Hypertext Links Contact panel Hypertext links allow you to jump from one page to another. For example, when you click on a company name, the Summary page associated with that company is displayed in the work area. You can click on an address to send an straight away. 3-2 Sage CRM

29 The Basic Screen Elements Action Buttons As you work with the system you will certainly need to change the data, for example, add new addresses, alter contact information, or progress sales opportunities. Action buttons on the right-hand of the screen let you work with data. The Action buttons available change depending on the context you are in. For example, selecting the Summary Tab in the context of a Company displays the action buttons Whereas the Calendar tab in the My CRM area displays a different set of Action buttons relevant to this context: User Guide 3-3

30 The Basic Screen Elements Menu Buttons You can move directly from one work area to another with the Menu buttons on the lefthand side of your screen. The Menu buttons available to you remain the same regardless of the company or person or any other context you are working in. Click on Find to search for a company, person, case, opportunity, lead, solution, or communication, or to perform an advanced find or keyword search. Click on New to create a new company, person, solution, case, opportunity, lead, appointment, task, , document. Click on My CRM to display a series of tabs with information relating to your work in progress. Click on Team CRM to view your team s activities. Click on Marketing to set up a new marketing campaign. Click on Reports to run reports on customer information. Click on Log Off to exit the system. The number of menu buttons you can see is set up by your System Administrator in your user profile. Main Menu and Administration Menu If you are a System Administrator or an Info Manager, two additional buttons are displayed below the Recent button and arrows. You use them to toggle between the Main Menu and the Administration Menu. Selecting the Main Menu button displays the Main Menu. Selecting the Administration button displays the Administration Menu. Menu Button Pop Out Lists Need to find a person, create a new company, send a letter, schedule a meeting? Right-clicking or hovering over any of the menu buttons gives you access to shortcut 3-4 Sage CRM

31 The Basic Screen Elements pop out lists accessible from anywhere in the system. Find and New Pop Out Lists Recent List The Recent List can be viewed on the top left-hand corner of your screen. It allows you to quickly select and return to the company, person, opportunity, lead, case, or solution you were most recently dealing with. The last 20 items you have viewed will appear on the Recent List. The Recent List can be activated by clicking on or hovering over the Recent button. You can define how you want to activate the list from the Preferences tab in My CRM. Please refer to "Chapter 20 Preferences" in this guide for more information. Recent List Forward and Back Buttons As well as returning to a specific opportunity, case, company or person, selecting one of the recent list heading icons returns you to the corresponding find page. For example, selecting the Person heading icon, displays the person Find page. Selecting Clear, clears the list. The Forward and Back buttons take you one step back or one step forward from your current position in the system. Use these arrows instead of the Forward and Back buttons in your browser to give you a complete picture of your previous or next screen. User Guide 3-5

32 A Quick Tour of Tabs A Quick Tour of Tabs Company Tabs This section discusses each tab within the context of a company. The purpose of this is to give you an overview of the different types of information held in the system, and how they fit together. Tabs The Summary tab shows the core company details, the phone and , principal address, and contact. If you want to know your recent history with this company at a glance, click on the Quick Look tab. It lists the most recent communications, sales, and customer care cases linked to the company. The Dashboard tab within the Company context can be used to display a management overview of the status of the customer account. For example, a chart of overdue cases, a list of high priority opportunities, or a snapshot of upcoming meetings. If Key Attribute Profiling has been set up for Companies, you can use the Key Attributes tab to record additional information about the company that is not provided for by the standard Company fields. The Marketing tab can be fully customized to your needs to track information, such as detailed company segmentation information. You can add general free text information on the company under the Notes tab. For example, a recent press release indicates the company is due to merge with another company. This information can be added to the Company Notes. The Communications tab shows all the phone calls, meetings, and day-to-day correspondence with this company. The Opportunities tab shows your sales pipeline, past and planned, for this company. If you want to see how good your customer support has been, click on the Cases tab. The People tab shows all of the people who you have contact with at the company. The Addresses tab shows all the addresses linked to this company. The Phone/ tab shows the different phone and details for the company. The Company Team tab shows all the people from your organization who are involved in activities with this company. The Documents tab shows references to all documents related to this company. The Ellipses icon at the end of a row of tabs enables you to change the default tabs you see in different areas of the system. For example, if you rarely work with Opportunities, 3-6 Sage CRM

33 A Quick Tour of Tabs you can remove this tab from the Company tabs. However, you can easily enable it again if you change your mind. The tabs available within the context of a Person are similar to those described above, however the information relates specifically to the person. My CRM Tabs This section discusses each tab within the context of the My CRM area. The My CRM tabs show work in progress specific to you. You can also set up your own system preferences from the My CRM tabs. The Quick Start tab provides access to training videos, the User Preferences Wizard, quick tips, and system documentation. For example, you could define your system settings using the User Preferences Wizard. The Dashboard tab shows a customizable set of content relating to you. For example, a list of your most recently viewed companies. The Calendar tab shows all of your planned phone calls, meetings, and day-to-day correspondence. The Contacts tab allows you to specify contacts in CRM that you want to synchronize with MS Outlook. You can perform various actions on the list of contacts, such as sending out a mail shot. The Leads tab displays a list of unqualified queries about your business. The Outbound Call Lists tab displays a list of all Outbound call lists that you are working on. This tab is not displayed by default. It can be enabled from the Preferences tab. The Opportunities tab shows your current sales pipeline. The Forecasts tab displays a list of your quarterly sales forecasts. This tab is not displayed by default. The System Administrator gives you access to this tab. If you want to see a list of open customer care cases assigned to you, click on the Cases tab. The Solutions tab shows a listing of knowledge base items. This tab is not displayed by default. It can be enabled from the Preferences tab, if your System Administrator has given you the rights to access Solutions. The Shared Documents tab stores corporate documents that you may need quick access to on a daily basis. The Preferences tab allows you to define system settings specific to your requirements, for example, your time zone, preferred currency, or first page displayed when you log on. User Guide 3-7

34 Navigating The Groups tab allows you to create and manage groups. The tabs available within the context of your Team CRM are similar to those described above, however the information relates to your Team. There are no Welcome, Forecasts, Outbound Calls, Preferences, Contacts, Dashboard, or Groups tabs within Team CRM. Navigating Point and Click World Wide Web navigation is dominated by simple, intuitive "point and click" hyperlinks, which move you from one Web page to the next. CRM is no different. In addition to point-and-click, use the keystrokes and buttons described below to speed up your navigation. Tab The Tab key moves you quickly from field to field when entering or changing data that requires keyboard input. Shift + Tab moves the cursor to the previous field. Enter The Enter key is useful when performing searches. If you enter a company name as the search criteria during a search and then press Enter, a list of all companies matching your search criteria is displayed. It is an alternative to selecting the Find action button. The Enter key can also be used to confirm a highlighted selection. Right Click You can right-click the mouse on any menu button to activate shortcut pop out lists. You must have the Pop Out List Activation By field set to Click to activate the pop out lists in this way. This field is set in the Preferences tab. Hover The Recent List and the menu button lists can all be activated by "hovering" over the buttons with the mouse. You must have the Recent List Activation By and Pop Out List Activation By fields set to Hover to activate these lists by hovering. These fields are set in the Preferences tab. Today s Date When using Internet Explorer 6, Ctrl + T inserts today s date into a date field. ALT + N will perform the same function in Internet Explorer 7. Alternatively, you can select the Calendar Grid icon next to the Date field. When the date in the Date field is within the 3-8 Sage CRM

35 Navigating current month, today s date is highlighted on the calendar. Hot Keys If you like working with your keyboard, a number of hot keys are available to make it quicker and easier for you to perform certain tasks in the system. Different hotkeys are available in different CRM screens. You can identify the availability of a hotkey when you see that a letter on the action button name is underlined. Selecting Alt plus the letter that is underlined performs that action. For example if letter T is underlined on the New Task action button on the current screen, selecting Alt and T creates a new task. The complete list of hotkeys available are: Alt + A: Creates a new appointment within the Calendar or Communications tab. The tabs must be in List View to use this hot key. Alt + T: Creates a new task within the Calendar or Communications tab. The tabs must be in List View to use this hot key. Alt + E: Creates a new within the Calendar or Communications tab. Alt + V: Switches between Calendar and List view within the Calendar or Communications tab. Alt + F: Filters a list according to the criteria you specified. Alt + N: Creates a new entity in the current context. For example, in the Documents tab of the Company context. Alt + C: Lets you exit from some screens. Alt + S: Saves records. Drop-down Lists Next and Previous Arrows Drop-down lists provide predefined lists of selections. They help increase the accuracy of data entry and make filtering and reporting on data much easier. Drop-down lists can be accessed by selecting the drop-down arrow with the mouse, or ALT +L on the keyboard. The Next and Previous arrows appear when a list of information extends to more than one page. Clicking on the inner left- or right-pointing arrows displays the previous or User Guide 3-9

36 Navigating next page, respectively. The outer arrows take you to the first or last page within a set of pages. For example, if you search for a company without specifying any search criteria, a list of all companies is displayed. This is likely to extend over several pages. You can scroll between the pages using these arrows. Checkboxes Checkboxes can be toggled on or off by clicking in the checkbox. An example of a checkbox is the Private field of a communication (task or appointment). You can also toggle the checkbox using the Spacebar on the keyboard. Go Arrows The green Go arrow allows you to jump to the summary screen of the related record. The blue Go arrow allows you jump to another user s My CRM area from the context area of the screen. Graphic Mode Search Select Advanced This button is implementation dependent. It is commonly displayed within a tab in the Company context to show relationships between, for example, a parent company and its subsidiaries. Refer to your System Administrator for more details. If a small magnifying glass is displayed next to a down-pointing arrow, it indicates that the field is a Search Select Advanced field. An example of where a Search Select Advanced field is displayed is when you create a New Appointment in the My CRM area. Where the Search Select Advanced icon is present, you can type a few letters, click on the magnifying glass icon, and search matches are displayed as hyperlinks underneath the field. Search Select Advanced results Click on one of the results and the text box is filled in. If only one item is found, the description is filled in straight away. Alternatively, select the arrow beside the magnifying glass to search using a standard search screen, or select the arrow to clear the current search. 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. A single click on the icon, or a double click on the text, launches the Summary page in a new browser window. Ctrl + Click on either the icon or text jumps to the Summary page within the context of 3-10 Sage CRM

37 On-screen Coaching the entity. Required Fields Required fields are flagged with a blue asterisk symbol on all screens in which you enter information. This makes it easier to complete input forms, as you can quickly identify fields that you must complete and fields that you can complete at a later date when you have more information available to do so. On-screen Coaching On-screen coaching can be used to display text in a panel at the top of any CRM screen (with the exception of pop-ups and notifications). This panel can be used to provide information for users, for example, explaining what activities can be carried out on a particular screen, or providing useful tips for performing tasks. On-screen coaching panels can contain text or graphics, or a combination of both. On-screen coaching on the My CRM Calendar page If on-screen coaching has been activated by your system administrator, you can set onscreen coaching display preferences from the Preferences tab. Please refer to "Accessing Preferences", in Chapter 20 of this guide for more information. You can show or hide the on-screen coaching panel using the Maximize/Minimize button. You can also turn on-screen coaching off with the Turn Off button. Please refer to "Translations and On-screen Coaching" in the System Administrator Guide for more information on setting up on-screen coaching. Accessing Training Materials and Setup Wizards The Quick Start tab in the My CRM area provides access to a variety of CRM training User Guide 3-11

38 Getting Help materials.. Quick Start tab Content on the Quick Start tab is listed under four headings: Step 1: Take the Tour! Contains video training that will introduce you to some widely used CRM functionality. Step 2: Configure the System Contains the User Preferences Wizard, which will help you customize some of your CRM settings. Step 3: Quick Tips Contains quick tip sheets that will help you master some common CRM tasks. Step 4: Further Reading Provides access to CRM documentation, including the What s New, User, and Quick Start Guides. Getting Help Online help is context sensitive. Every screen in CRM has a corresponding Help action button typically located on the right-hand side of the screen. Depending on which screen, context, or mode you are in, clicking on the available Help button displays the 3-12 Sage CRM

39 Getting Help help topic most closely related to what you are trying to do in CRM. Online help Each Help topic has links to related topics under the "See Also" heading. You can also access a broader list of FAQs relating to the area you are currently in. The left-hand panel shows the complete table of contents of the help, and Search and Index buttons can be used to look up other topics. User Guide 3-13

40 Now you can Now you can Describe the basic screen elements. Understand how information is stored in tabs. Navigate using the mouse and keyboard. Use on-screen coaching. Access training materials and setup wizards. Get the best out of online help 3-14 Sage CRM

41 Part II: Contact Management

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43 Chapter 4 Finding Information In this chapter you will learn about: Useful tips for finding information. Focusing on a company or a person. Finding opportunities and cases. Searching by different criteria. Working with saved searches. Running actions against search lists. Working effectively with long lists of information. Some Basics to Start Here are some tips before you start. Pop Out List or Menu Button with Context Area You can initiate a search by: Pop Out List Activating the Find Pop Out List. To do this, either right-click or hover over the Find menu button, and select the type of search you want to carry out. For example, Person, Case, or Sales Opportunity. Find Pop Out List User Guide 4-1

44 Some Basics to Start Menu Button Selecting the Find menu button. To do this, select the Find menu button, then select the type of search you want to carry out from the context area of the screen. Find Menu and Action Buttons Find Menu Button and Context Area of Screen We ll use both methods in our examples. You may find it faster to use the Menu Button method if the context of your search is the same as the last search that you carried out. If the context of your search is different from your last one, you may find the Pop Out List method easier. Whichever method you use for initiating a search, the basic sequence is the same: 1. Call up a find screen using the Find button on the left-hand side of the screen. This is the Find Menu button. Repeating an Earlier Search Resetting Search Criteria Find Menu Button (left-hand side), Find Action Button (right-hand side) 2. Type in the search criteria. 3. Retrieve the information using the Find button on the right-hand side of the screen. This is called the Find Action button. Don t forget the Recent List. This lists the most recent information you have been working with. It s a fast way to get back to most frequently "opened folders" of customer information. You can also use the icons on the recent list headings to open the corresponding search page. 4-2 Sage CRM

45 Focusing on a Company or Person When you perform a search in the normal way, that is, using the Find button and specifying search criteria, the Search Results page is displayed reflecting the criteria you have specified. However, if you return to that same Search page any time during the same session, you will notice that the Search Results page you generated earlier remains on-screen. To clear the page and perform a new search: 1. From the Search Results page, select the Clear action button. 2. Specify new search criteria, and click on the Find action button. A new Search Results page is displayed. Focusing on a Company or Person Searching for a Person Example: Searching for a Person by Last Name "It's Janet Andrews on the line for you" Umm, who? You need to locate Janet and take a quick look at your company s history with her, fast. User Guide 4-3

46 Focusing on a Company or Person To do this: 1. Select the Find menu button. This displays a find page for the last context of your search. 2. If you are not in the Person context, select Person from the context area of the screen. The person Find page is displayed. Find page 3. Type Andrews in the Last Name field. 4. Select the Find action button on the right-hand side of the screen. A list of people matching your search criteria is displayed. 5. Click on the hypertext link of Janet Andrews. The current context is now Janet Andrews. You have opened her file and now have access to all her details. 6. For the fastest overview of recent activities your company has had with Janet, select the Quick Look tab. This shows you a recent lost sales opportunity and the last contacts your company had with her. You notice one of the last contacts shows she was implementing an internally developed software product. Now you know who she is and have a good idea why she might be calling. Quick Look tab "Janet, how are you? How is your project going?" 4-4 Sage CRM

47 Focusing on a Company or Person Searching for a Company Example: Searching by Company Name "My name is Bradshaw, calling from Design Right. We haven t spoken before, I work with Arthur Browne." It sounds like you probably don t have any information on Mr. Bradshaw yet, but you do on Design Right. To locate the company: 1. Right-click on or hover over the Find menu button. The Pop Out list is displayed. 2. Select Company from the pop out list. The company Find page is displayed. 3. Type Design in the Company Name field and select the Find action button on the right-hand side of the screen. A list of all companies matching your search criteria is displayed. Company search results 4. Click on the hypertext link of Design Right Inc. The current context is now Design Right Inc. The Quick Look tab shows you the most recent activities your organization has had with Design Right. 5. To find a full listing of all the people you work with at Design Right, select the People tab. Company People tab "That s right, we ve also been working closely with Reg Barrow over the last few weeks." User Guide 4-5

48 Finding Opportunities and Cases Finding Opportunities and Cases Finding an Opportunity "Hi, this is Kieran O Toole calling from Eurolandia. You quoted me yesterday for a 100 user license deal. Is there someone who can answer a couple of queries I have on it? I ve got a reference number here KOT/SM2" The fastest way to locate the details associated with the sales opportunity is to find the opportunity. In this example, Kieran has provided a reference number, however you can also search for an opportunity by company name. To search for the opportunity: 1. Right-click on or hover over the Find menu button. The Pop Out list is displayed. 2. Select Opportunity from the pop out list. The opportunity Find page is displayed. 3. Type the Customer Ref and/or the Company Name and select the Find action button. A list of all opportunities matching your search criteria is displayed. Finding a Case Opportunity search results 4. Click on the hypertext link Status icon of the opportunity. The current context is now the opportunity. "I have the details in front of me now, Kieran. Do you want to go ahead with your questions?" "This is Arthur from Design Right. I'm still waiting to find out why the Setup isn t working on the TimEx Enterprise software. Can you tell me what the status is? The case reference ID is 0-20." Even though you may not be handling this case, you can still give the customer a status and follow-up if necessary. 4-6 Sage CRM

49 Finding Opportunities and Cases To find the case: 1. Right-click on or hover over the Find menu button. The Pop Out list is displayed. 2. Select Case from the pop out list. The case Find page is displayed. 3. Type the RefId and/or the Company Name and select the Find action button. A list of all cases matching your search criteria is displayed. Case search results Finding a Communication 4. Click on the hypertext link Status icon of the Case. The Case Summary page is displayed, which gives you an overview of the case. A quick look in the Communications tab shows if the person handling this case has scheduled any follow-up action. "Arthur, it looks like Graham is still looking into this for you. Let me try his line for you now to get an update." "Hi Susan, Mike here. Did you ever get around to calling Arthur Browne at Design Right?" You can quickly search communications to see calls made to Arthur Browne at Design Right. To find the communication: 1. Right-click on or hover over the Find menu button. The Pop Out list is displayed. 2. Select Communication from the pop out list. The communication Find page is displayed. 3. Select the Action type and Status from the drop-down lists and type the Company Name and Last Name. Then select the Find action button. User Guide 4-7

50 Searching by Different Criteria A list of all communications matching your search criteria is displayed. Communication search results 4. Click on the hypertext link Status icon of the Communication. The Communication Details page is displayed, which gives you an overview of the communication. "Mike, I called Arthur at the end of July, but he wasn t in. I spoke to his team leader and discovered that they do have a project coming up that we might be able to help out with." Searching by Different Criteria The speed with which you can respond to a customer request is crucial to your service level. Making a customer spell their exact company name, or expecting them to remember a complicated reference number, can waste time. It also forces the customer to fit in with how you want information, rather than how they choose to give it to you. This section describes how to pinpoint the customer information you are looking for more effectively. 4-8 Sage CRM

51 Searching by Different Criteria Combining Search Criteria Example: Combining Company and Person Search Criteria "I ve got John from Global on the phone for you." You probably have countless people called John and maybe a number of different company entries for Global. However, combining the two criteria narrows your search to show only people called John working at Global. Note: You can combine any number of criteria available on the Find page. For example, Company Name and Zip Code. To combine search criteria: 1. Right-click on or hover over the Find menu button. The Pop Out list is displayed. 2. Select Person from the pop out list. The person Find page is displayed. 3. Click on the Clear button to clear your last search from this page. 4. Type John in the First Name field and Global in the Company Name field. 5. Click on the Find action button or press Enter. Wild Card Search Person search results page A list of all people matching your search criteria is displayed. As soon as you speak to John, you realize it is John Mathen calling from Global Press. 6. To access more details on Mr. John Mathen, click on the hypertext link of his last name. John Mathen is now the current context and all the tabs of information relate to him. User Guide 4-9