Comodo One MSP Software Version 3.1

Transcription

1 rat Comodo One MSP Software Version 3.1 Comodo Quote Manager Administrator Guide Guide Version Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

2 Table of Contents 1 Introduction to Comodo One MSP Sign Up for an Account The Comodo One MSP Web Interface Managing Administrators Admin Privilege Levels Managing Companies Comodo Quote Manager Module Quick Start Guide Logging-in to the Quote Manager Module The Quote Manager Administrative Console The Home Screen Managing Items Adding a New Item Editing an Item Archiving Out-Dated items Managing Contacts Adding a New Contact Editing a Contact Archiving a Customer Managing Quotes Generating a New Quote Answering Feedback and Processing Quotes Setting a Reminder Viewing Quote Activity Archiving a Quote Managing Quote Templates Creating a New Quote Template Removing a Quote Template Settings Configuring Profile Settings Configuring Quote Settings General Settings Quote Appearance Settings Configuring Templates Configuring Company Settings Configuring Tax Rates Configuring Integrations Reports Top Statistics Viewing Revenue Statistics About Comodo

3 1 Introduction to Comodo One MSP Comodo One MSP is the integrated platform for Managed Service Providers which combines Device Management, Remote Monitoring, Service Desk and Patch Management modules in a single, easily navigated console. Applications are available in three areas of the interface - 'Licensed Applications', 'Store' and 'Tool Set': Licensed Applications. Available for immediate use and accessed by clicking 'Licensed Applications' in the left-hand menu. Licensed applications include: Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. Comodo Service Desk allows administrators and staff members to respond to tickets, reassign tickets to other departments or personnel, generate reports, create knowledge base articles and more. Comodo Patch Management - Provides administrators and MSPs with granular control over the deployment of updates to operating systems and 3rd party applications on network endpoints. Featuring an easy to use interface, Comodo Patch Manager allows administrators to define patching policies and schedules and to remotely monitor the deployment of Windows and Linux operating system updates. Comodo IT and Security Manager (ITSM) - Allows MSPs to manage, monitor and secure mobile devices and Windows endpoints which connect to customer networks. Once an ios, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, Device Manager allows you to secure customer data regardless of the device that holds it. ITSM is available by default to customers that signed up for Comodo One version 3.0 and later. Customers that signed up for Comodo One prior to version 3.0 version can integrate CDM to their console, if required. Comodo Remote Monitoring and Management (RMM) - Comodo RMM is an efficient endpoint monitoring application that allows administrators to monitor and manage multiple endpoints from one centralized console. RMM is available as an integrated module to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later can access RMM through the ITSM interface. Refer to the help page at in the online ITSM 3

4 Admin Guide for more details. Store. The C1 Store contains optional applications which allow you to expand your service offerings. Once downloaded, 'Integrated' applications can be used directly from the Comodo One console while non-integrated applications are stand-alone. Most store applications include separate license fees. Acronis Cloud Backup - A perfect solution for all your backup and disaster recovery needs. This cloud-based application has the ability to backup any application and system including Windows, Linux and Mac. Available with pre and post-paid subscription models, this solution fits the needs of any enterprise. cwatch - cwatch is a cloud based next generation security information and event monitoring platform that allows MSPs to provide high level of security service to their customers. It features advanced event log monitoring, built-in reporting, multiple pre-set queries, a powerful custom-query interface, automatic assignment of incidents to personnel, customizable dashboards and real-time alerts. Comodo Quote Manager - Comodo Quote Manager (CQM) is an end-to-end quote management solution that allows Managed Service Providers (MSPs) and companies to quickly create, follow up and finalize quotes for customers. You can keep track of submitted quotes, send reminders to customers, resolve customer queries almost instantly and view detailed sales reports. Comodo KoruMail - An enterprise antispam and threat prevention solution that uses a sophisticated array of spam filters, anti-virus scanners and content analysis engines to prevent unsolicited mail from ever entering your customers' networks. Comodo Antispam Gateway (CASG) - CASG is a cloud based anti-spam protection for corporate mail servers that can reduce spam by up to 97%. Comodo Korugan VM - Korugan is a Unified Threat Management (UTM) solution that provides multiple, essential security services by controlling firewall policy, antivirus, intrusion prevention, gateway antispam, website filtering, traffic monitoring, VPN, DNS and proxy servers, in a single package. Korugan needs an appliance installed as a Virtual Machine (VM) on the customer network to be protected. Upon subscription of the service, you can download the ISO image of the virtual machine, to be installed on the customers' networks. Comodo Korugan Central Manager - Korugan Central Manager allows you to manage several Korugan VMs/appliances installed on your customers' networks from a single central console. Tool set. The following utilities are available for download from the 'Tool Set' area of the interface: Comodo Network Assessment Tool - Allows MSPs to perform in-depth scans on customer networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice to address each issue. Comodo Cleaning Essentials - Security software for Windows endpoints which contains tools designed to identify and remove malware and unsafe processes from infected computers. Includes a fully customizable malware scanner and an advanced system monitoring tool which allows users to identify and kill any unsafe processes with a single click. Chapter 1 of this guide covers account set up, an introduction to the Comodo One MSP web interface and initial configuration of administrators and staff members. Introduction to C1 MSP Signing up for an account - How to create an account The Comodo One MSP Web Interface - A snapshot of main functional areas of Comodo One MSP Managing Administrators - Explains how to add administrators and staff members Admin Privilege Levels - Outline of administrative privileges Managing Companies - Explains how to manage companies for an account A dedicated guide for the Comodo One MSP interface is also available at Chapters 2 and beyond cover usage of the Comodo Quote Manager. Detailed descriptions other modules can be found in their own dedicated guides. 1.1 Sign Up for an Account Getting a Comodo One MSP account is very easy and can be completed in a few steps. Visit 4

5 Click 'Get Free Tools', then enter your address in the box Complete the short enrollment form. Choose the account type. If you are a new customer, choose the 'I AM A NEW USER' tab and fill a short enrollment form 5

6 Business Type: The drop-down allows you to choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down - This field will be pre-populated with address provided. Enter a new address if you wish to change it. You will receive the verification link to this address. Password: Enter the password for logging-in to your C1 account. The password should be of at least eight characters, and must contain a combination of lower case and upper case characters, at least one numeral and at least one special character chosen from '("!#$%^&*")' End User License Agreement: Read the EULA fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box. Captcha: Enter the Captcha value to verify your application Click the 'Submit' button. A verification will be sent to the address you provided in the ' ' field. If you already have an account with Comodo, click the I HAVE A COMODO LICENSE ACCOUNT' tab and fill a short enrollment form 6

7 Business Type: The drop-down allows you to choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down Comodo License Account Login / - Enter your username or address used fo login to your Comodo account at You will receive the verification link to the address you entered while registering your account with Comodo. Password: Enter your Comodo Account password. The same password should be used to logging-in to the your C1 account. End User License Agreement: Read the EULA fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box. Captcha: Enter the Captcha value to verify your application Click the 'Submit' button. A verification will be sent to the address registered at the time of your Comodo account creation. 7

8 Click the 'Verify my ' link Upon successful verification, you will be taken to the C1 login page. Enter your address and password to login to C1. Upon your first log-in, 'Account Details' form will be displayed. 8

9 Fill-in the form with the details for your C1 account - This field will be pre-populated with the address entered during account creation. You cannot edit this field. Business Type - This field will be pre-populated with your business type chosen during the account creation. You cannot edit this field. Company Name - Enter the name of the company that you want to enroll for Comodo One MSP. Subdomain - Enter the sub-domain name for creating the URL to access the Comodo One MSP modules, like Service Desk module. For example, if you enter the sub-domain 'milkyway' then you can access the Service Desk module by entering the URL ' Phone Number - Enter the phone number of your company Country - Choose your country from the drop-down 9

10 State - Choose your state/province country from the drop-down Postal Code - Enter the postal code/zip code of your city. Click 'Submit' The activation dialog for your free products will appear. Click 'Next' Your free modules will be activated. 10

11 Click 'OK' on completion. You will be taken to Comodo One MSP Dashboard. That's it. You have successfully created a Comodo One MSP account. Please note that this account will be automatically granted 'Account Admin' privileges and cannot be deleted. This is effectively the 'Master Admin'. You will be able to create 'MSP Admins' and Staff under this account. Refer to the section 'Managing Administrators' for more details. You can login to your account at anytime at The Comodo One MSP Web Interface The Comodo One MSP interface gives the Account Administrator and MSP Administrators/Staff direct access to the Comodo One modules. The interface also allows the Account Administrator to add MSP Administrators and Staff members who are privileged to access the C1 modules. 11

12 Left Hand Side Navigation Clicking the icon at the top left opens the left slider, containing the navigation menu. 12

13 Dashboard - The 'Dashboard' is displayed by default on logging into the console. It contains the following sections: Overview - Displays pie-charts and bar-charts showing statistical summaries of status of service desk tickets, patches available for enrolled endpoints, application status of patch management policies to endpoints, statistics of operating systems of network endpoints, their online/offline status and more. Notifications - Comodo pushes the latest news about Comodo One products as notifications. The number of new notifications will be displayed beside 'Notifications' under 'Dashboard' in the left slider pane. Clicking 'Notifications' opens the 'Notifications' screen that displays a list of these notifications. Reports - Comodo One allows the administrator to manually generate reports on service desk performance reports and to schedule automated report generation. The 'Reports' screen displays a list of reports generated. Licensed Applications - Allows the Account Admin, MSP Admins and Staff members to access the modules available in Comodo One MSP. Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. The support ticketing management system allows administrators and help desk staff to keep track of tickets raised by users, attend to them, reassign them to 13

14 appropriate department or organizations, generate reports and more. Refer to the dedicated Service Desk guides for more details. Comodo Patch Management - Allows granular control over the deployment of updates to operating systems and 3rd party applications on network endpoints. Featuring a centralized, easy to use interface, Comodo Patch Manager allows administrators to carry out various functions remotely such as deploy OS updates for both Windows and Linux machines, update 3rd party applications and more. Refer to the dedicated Patch Management guide for more details. Comodo IT security and Management (ITSM) - ITSM allows administrators to manage, monitor and secure mobile devices and Windows endpoints which connect to customer networks. Once an ios, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, ITSM allows you to secure customer data regardless of the device that holds it. Comodo Remote Monitoring and Management (RMM) - A complete endpoint management solution which combines endpoint monitoring and alerting with ultra-fast remote desktop sharing, a robust ticketing sub-system, application lifecycle management, process and service management, endpoint security management and custom scripting for automated break-fixing. Note: RMM is available under 'Licensed Applications' interface only to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later, can access RMM through the ITSM interface. Refer to the help page at in the online ITSM Admin Guide for more details. Acronis Cloud Backup - This module is optional and can be added after creating a Comodo One MSP account. This is a cost effective tool for MSPs to render backup and disaster recovery services for their customers. Available both in local and in cloud for backups, this tool is capable of backing up data from any source and recovers to any destination and system. Comodo Quote Manager - This module is optional and can be added after creating a Comodo One MSP account. Comodo Quote Manager allows MSP Administrators and staff to generate and forward price quotes for requirements from the customer organizations and manage them. cwatch - This module is optional and can be added after creating a Comodo One MSP account. cwatch is a cloud based next generation security information and event monitoring platform that allows MSPs to provide high level of security service to their customers. It features advanced event log monitoring, built-in reporting, multiple pre-set queries, a powerful custom-query interface, automatic assignment of incidents to personnel, customizable dashboards and real-time alerts. Customer - Displays Organizations added by Account Administrator to manage their own IT issues and requirements. Any number of companies/departments can be created for the account depending on subscription levels. Companies added here are automatically added to the Service Desk, Patch Management and ITSM modules and be viewed by all MSP Admins when they are in those modules. Module-specific users and administrators can be added under these companies from within each module itself. Refer to the section 'Managing Companies' for more details. Staff - Admins added here can access all modules in Comodo One MSP and have administrator privileges for Patch Management and ITSM modules. For Service Desk, the privileges differ depending on whether the staff member was added with admin privileges (aka an 'MSP Admin') or not. Staff without admin privileges can access only the staff panel in Service Desk while staff member with MSP Admin privileges can access both admin and staff panels in Service Desk. After an MSP Admin or Staff has been created, they will receive an account verification and be asked to create a unique password. Refer to the section 'Managing Administrators' for more details. Store: Displays optional Comodo applications that are available for C1 users. Currently only Comodo Quote Manager and Acronis Cloud Backup applications can be added as a fully integrated C1 module. All other applications are 'standalone' and planned to be integrated in the upcoming versions. Tool Set: Allows administrator to download free utility software for use on customer networks. The available applications are: Comodo Cleaning Essentials - Comodo Cleaning Essentials (CCE) is a set of computer security tools designed to identify and remove malware and unsafe processes from infected computers. Major features include: KillSwitch - an advanced system monitoring tool that allows users to identify, monitor and stop any unsafe processes that are running on their system. Malware scanner - Fully customizable scanner capable of unearthing and removing viruses, rootkits, hidden files and malicious registry keys hidden deep in your system. 14

15 Autorun Analyzer - An advanced utility to view and handle services and programs that were loaded when your system booted-up. CCE is a lightweight, portable application which requires no installation and can be run directly from removable media such as a USB key, CD or DVD. It allows users to quickly and easily run scans and operate the software with the minimum of fuss. For more details, refer to the online help guide of CCE at Comodo Network Assessment Tool - Comodo Network Assessment tool (NAT) allows network administrators to perform in-depth scans on client networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice to address each issue. Setup is easy with a simple wizard which allows users to import networks via Active Directory, Workgroup or IP range. This guide takes users through the initial installation and configuration processes before moving onto more detailed descriptions of settings and program usage. Management: Enables the Account Administrator to manage their Comodo One MSP account. Account - Allows the account administrator to personalize and edit the account details such as name, address, address, phone numbers and notes. Subscriptions - Provides information about your App Store purchases such as product types, payment types and the subscription period. Usage - Provides the module usage information such as the storage used for backup module including total quota and total usage. Billing - Allows account administrators to view past bills as well as current bill invoiced. Settings - Opens the 'Settings' interface that allows the currently logged-in administrator to change their password. Logout - Allows the currently logged-in administrator to logout from C1. Help - Clicking the 'Help' link displays shortcuts to visit Comodo One help pages and forum pages. Version Number - The version number of Comodo One MSP is displayed at the bottom right of the slider. Clicking the version number opens the 'Release Notes' page containing new features added and bugs fixed in the current version. 1.3 Managing Administrators The 'Staff' screen allows Account Administrators to add MSP Administrators. Once created, these users will be able to login into C1 at and will be able to access the service desk, patch management and RMM modules. You can also transfer the account administrator privileges to another MSP administrator. To open the 'Staff' screen Click the menu button from the top left to open the left slider Choose 'Staff' from the slider 15

16 Staff List - Table of Column Descriptions Column Header Description Name The name of the administrator or staff member The address of the administrator or staff member Verified Indicates whether the administrator or staff member has verified their address by clicking the verification link in the notification mail sent to them. The administrator/staff can login to C1 interface only after verifying their address and creating a password for them. Admin Indicates whether the user has MSP Admin privileges. If no check mark is present then it indicates that the user is a staff member. An MSP administrator can create only staff members. The master Account Admin can create both MSP Administrators and staff members. Account Admin Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One account. Only the Account Admin has the privileges to add MSP administrators and staff members for this account and to add additional modules like Comodo Device Manager, Comodo Quote Manager and so on. Sorting and Filtering Options: Click any column header to sort the list of administrators in ascending or descending order according to the column label. Filter the list or search for specific administrator(s) by entering their name or address in the search field at top right in part or full. The interface allows account administrators to: Add MSP Administrators/Staff Edit the details of MSP Administrators/Staff Remove MSP Administrators/Staff To add MSP Administrators/Staff Click the 'New Staff' button from the 'Staff' interface The 'New Staff' form will be displayed: 16

17 Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff member. Note: Staff with 'Admin' privileges can be added only by the Account Administrator. Enter the name of the Administrator or Staff in the 'Name' field. Enter the address of the Administrator or Staff to which the verification will be sent. Click the 'Save' button. A confirmation dialog will be displayed. Click 'OK' A verification will be sent to the address. After clicking the verification link in the mail, the recipient will be asked to set a unique password for accessing Comodo One. Editing the details of administrators/staff 17

18 The Account Administrator can edit the name of an administrator/staff, assign/remove administrative privileges and transfer account administrator rights to another administrator. The administrator can edit only the name of a staff member. Note: A staff can be edited to assign/remove admin privileges only after they validate his/her address by clicking the link in their verification . To edit a staff/administrator Select the MSP Administrator/Staff then click the 'Edit' button: The 'Edit Staff' dialog will open. Update the details as required. Please note the address field cannot be edited. Click the 'Save' button The following confirmation dialog will be displayed: 18

19 Click 'OK' To transfer the account admin rights to a different administrator Select the administrator and click the 'Edit' button In the 'Edit Staff' dialog, select Account Admin checkbox. A confirmation dialog will be displayed: Click 'OK' to confirm 19

20 Click 'OK'. The account administrator rights will be transferred to the selected administrator and you will be logged out automatically. You can login with the same credentials but will have only administrator privileges. Removing an administrator or a staff Staff/Administrators, who no longer required to access the Comodo One console can be removed from the Staff interface. Note: A staff/administrator can be removed only after they validate his/her address by clicking the link in their verification . To delete MSP Administrators or Staff: Select the administrator/staff member that you want to remove from the list and click the 'Delete' button: A confirmation dialog will appear. Click 'OK' to confirm removal. 20

21 1.3.1 Admin Privilege Levels Account Admins, MSP Admins and MSP Staff for Comodo One modules are added and managed via the Comodo One MSP web console at one.comodo.com. The following tables summarize the privileges of these user types in the web console itself and each of the individual modules. Comodo One MSP Web Console Role Account Admin Description The Account Administrator is the top level administrator and can access all areas and functionality of the Comodo One MSP Administrative console and the individual modules. From the Comodo One MSP web console, the Account Administrator can: MSP Admin Add and manage companies for the MSP account Add and manage MSP administrators Add and manage MSP staff members Transfer the account admin rights to another administrator Add integrated modules from the 'App Store' in to C1 Subscribe for new products and renew licenses for added modules View subscriptions details View usage details for modules View billing details for modules An MSP Administrator has privileges to create new companies and staff members and has all the privileges of staff. From the Comodo One MSP web console, the MSP Administrator can: MSP Staff Add and manage companies to the MSP account Add and manage MSP staff members Cannot add new admins A MSP Staff member can access individual modules and can execute Service Desk and Patch Management tasks. A MSP Staff member can login and view the Comodo One MSP web console but: Cannot add or edit companies enrolled to the MSP account Cannot add fellow MSP staff members Remote Management and Monitoring (RMM) Role Account Admin Privileges Add endpoints for monitoring and management Create and apply monitoring policies to endpoints View alerts for policy violations Initiate support sessions and accept support requests from end-users 21

22 Deploy diagnostic and repair tools, run procedures and execute jobs on endpoints Access endpoint computers through remote desktop connection to correct issues MSP Admin Same privileges as account admin MSP Staff Same privileges as account admin Service Desk Role Account Admin Privileges Access both admin panel and staff panel Enroll and manage end-users from different companies Attend to and manage support tickets from end-users. Assign and reassign tickets to staff members Create new tickets on behalf of end users Set global prices for attending to different types of devices View dashboard and system logs Configure service desk via the 'settings' interface Manage help topics, SLA plans, ticket filters and more. Create and manage privilege based user groups and assign staff members to them. Create and manage departments for the MSP and assign staff members to them. Generate announcements for staff members Generate and view reports Update knowledgebase articles like FAQ's and canned responses MSP Admin Same privileges as account admin MSP Staff Staff members can access the staff panel but not the admin panel Enroll and manage end-users from different companies Attend to support tickets from end-users View the dashboard Create and manage knowledgebase articles like FAQs and canned responses The following privileges are conditional on the privileges of the group to which the staff member belongs: Assign and reassign tickets to other staff Create new tickets on behalf of end users Set prices for attending different types of devices for specific company Update knowledgebase articles like FAQ's and canned responses. Note: The restriction for staff members from accessing the admin panel is not implemented in this version. The restriction will come to force in the next version. Patch Management Role Account Admin Privileges Enroll Endpoints for remotely installing and uninstalling patches and applications Add tags to endpoints and create groups of endpoints for bulk management Remotely install recent OS patches and applications on to endpoints and schedule patch/application installation policies 22

23 MSP Admin MSP Staff Remotely restart/shutdown endpoints View patch management operations and reports Configure remote logging and notification settings Same privileges as account admin Same privileges as account admin except: 1.4 Configure remote logging and notification settings Managing Companies Companies, organizations and departments added through the C1 'Customers' interface will become available for selection in all integrated modules (Service Desk, Patch Management and IT Security and Manager). Admins can then import users and devices to these companies through the individual modules. The Comodo Service Desk interface also allows customers to create 'standalone' (aka 'Unmanaged') companies. Companies created this way will not be visible in the C1 interface or available in the other modules. For more details about adding companies to Service Desk, refer to the online help page at To open the 'Customer' screen Click the menu button from the top left to open the left slider Choose 'Customer' from the slider The Customer interface displays the list of customer organizations added to Comodo One. Company List - Table of Column Descriptions Column Header Description Name The name of the company Contact address of the contact person of the organization. Address The address of the organization Postal Code The area postal code of the organization Description A short description of the organization Sorting and Filtering Options: 23

24 Click any column header to sort the list of companies in ascending or descending order according to the column label. Filter the list or search for specific company by entering their name, contact address, address or postal code in the search field at top right in part or full. The interface allows Account and MSP Administrators to: Add an organization Edit the details of an organization Remove an organization To add an organization Click the 'New Customer' button from the 'Customer' interface The 'Add Company' form will be displayed. Fill the details in the respective fields. Click the 'Save' button. A confirmation alert will be displayed 24

25 Click 'OK' in the confirmation alert. To edit the details of an organization Select the organization that you want to update the details Click the 'Edit' button The 'Edit Company' dialog will appear. 25

26 Update the details as required. Click the 'Save' button A confirmation dialog will be displayed. Click 'OK' To remove an organization from the list 26

27 Select the organization that you want to remove from the list Click the 'Delete' button. A confirmation dialog will appear. Click' OK' in the confirmation dialog. The company will be removed from Comodo One MSP. 27

28 2 Comodo Quote Manager Module Comodo Quote Manager (CQM) is an easy-to-use utility which allows you to quickly generate, send and manage customer quotes for services rendered. After adding customers, billable items and price rates, CQM lets you track submitted quotes, issue reminders, respond to customer feedback, view sales funnels, create quote templates and more. Comodo Quote Manager also features integration with Comodo One's Service Desk module, so that quotes can be initiated direct from a service desk ticket. This guide will take administrators through the set up and ongoing usage of Comodo Quote Manager and is broken down into the following sections: Comodo Quote Manager Module Quick Start Guide Logging-in to the Quote Manager Module The Quote Manager Administrative Console The Home Screen Managing Items Adding a New Item Editing an Item Archiving Out-Dated items Managing Contacts Adding a New Contact Editing a Contact Archiving a Customer Managing Quotes Generating a New Quote 28

29 Answering Feedback and Processing Quotes Setting a Reminder Viewing Quote Activity Archiving a Quote Managing Quote Templates Creating a New Quote Template Removing a Quote Template Settings Configuring Profile Settings Configuring Quote Settings 2.1 General Settings Quote Appearance Settings Configuring Templates Configuring Company Settings Configuring Tax Rates Configuring Integrations Reports Viewing Top Five Statistics Viewing Revenue Statistics Quick Start Guide This step-by-step tutorial briefly explains how to start using CQM. Step 1 - Login to Quote Manager Module Step 2 - Add Contacts Step 3 - Add Billable Items Step 4 - Generate and Send a Quote Step 5 - Answer Feedback and Finalize a Quote Step 6 - Create a Quote Template Step 7 - View Reports Step 1 - Login to the Quote Manager module Comodo Quote Manager is a module integrated into Comodo One (C1). To access the module, first login to C1 at 29

30 Enter your login credentials and click 'Login'. If you do not have a C1 account, click 'I don't have account > Sign Up'. The Comodo One dashboard will be displayed. If you have already added the CQM module to C1 then it will be available under 'Licensed Applications' on the left menu. If you have not yet added the module to C1, click 'Store' and add CQM from the listed applications. For more details about signing up for C1 and adding modules, refer to our guide at Step 2 - Add Contacts The next step is to add contacts/companies to whom you want to send quotes. Click 'Contacts' on the left and then the 'New Contact' button 30

31 The screen to add contact or company will be displayed: You can create contacts as a 'New Person' or a 'New Company' depending on your requirements. To switch between the two types, click the '...OR ADD NEW COMPANY/PERSON' button: Add Contact / Company - Form Fields First Name Enter the first name of your contact ('New Person' only) Last Name Enter the last name of your contact ('New Person' only) 31

32 Company Name The name of company to which you want to send a quote The address to which the quote will be sent Contact Info Click the 'Add' button to add phone number, Skype, website and fax details. You can add more fields by clicking the '+ Add' button again. Addresses Click the 'Add' button to add shipping and billing addresses. You can add more fields by clicking the '+ Add' button again. Click the 'Save' button above the form when you are finished. The contact will be saved and listed in the 'Contacts' screen. Repeat the process to add more contacts/companies. Tip - For testing purposes, you may want to create a dummy company with your own address as the contact . Step 3 - Add billable 'Items' In CQM, the goods and services for which you want to generate quotes are called 'Items'. In order to send quotes, you first have to add at least one 'Item' to CQM. Once created, items can be used in multiple quotes. Click 'Items' on the left and then the 'New Item' button The item details screen will be displayed. Please complete as many fields as you can as the information recorded here will be visible to your customer in the quote. Add Item - Form Fields Item Code Enter a code for the item. This can be an internal product ID, product code, version number, serial number or part number. Product or Service Name Enter the name of the product or service for which you are generating the quote. Item Description Enter a description of the product or service. Item Cost Enter the cost for the product or service. The default currency is USD. 32

33 Tax Set the tax you wish to add. You can change or add new tax rates by clicking your user-name then 'Settings' > 'Tax Rates' Click 'Tax Rates' under 'My Company Settings'. Edit the currently listed tax rates or click the 'Add' button to add new rates Click 'Save' to apply your changes. The new or edited tax rate will be available from the drop-down when creating a new item. Click the 'Save' button above the form to add your new item. The new product or service will be listed in the 'Items' screen. Repeat the process to add more items. Step 4 - Generate and Send a Quote Now that you have created your products ('Items') and your customers ('Contacts') you can start to create and send a quote. Note - this step explains how to create a basic quote from scratch. You can also create time-saving quote templates which, once saved, can be selected in the 'New Quote' screen. To create a new quote: Click 'Quotes' on the left and then the 'New Quote' button Complete the quote generation form: Add Quote - Form Fields To Select a recipient that you added in Step 2 - Add Contacts. Enter a contact or company name in 33

34 part or full. Matching contacts will be displayed for you to select. Subject The subject line of the quote which will be sent to your contact. Expires on The date up to which the quote is valid. Style This is set at 30 days in the future by default. Click the calendar icon to change the expiry date. To change the default date, click your user-name then 'Settings' > 'Quote Default Settings' Select the appearance of the quote. 'My Style' is selected by default. To change the default quote style or add new styles, click your user-name then 'Settings' > 'Quote Appearance'. You can upload your company logo, change font/header/link styles and more. You can save multiple quote styles. Once saved, new styles will be available for selection in the 'Style' drop down of the 'New Quote' form. To add item(s) to the quote, search for the item by entering the item code, item name or item description in the respective fields. 34

35 Once the item has been added, basic item details will be auto-completed from database records: Price, description and code will auto-complete with the defaults on record for the item. You can modify 'Item Price', 'Item Quantity' and 'Tax' on the quote. You can add internal notes by completing the 'Note heading' and 'Note text' fields. Click '+ New Item' to add more products and services to the quote. The total value for all items, including tax, is displayed on the lower-right of the form. Click the 'Save' button to generate your quote. This will open the quote details screen: The quote will remain in 'Draft' status until you send it. 35

36 To send the quote from CQM, click the 'Send' button at the top of the quote details screen. The quote 'Status' will change to 'Published'. Customers will receive a notification which contains a link to a web-page containing your quote. Customers can provide feedback or accept/reject your quote on this page. Your quote is securely hosted on See Step 5 for more details on quote finalization. You can set reminders per quote from main 'Quotes' interface. To open the quote details screen at anytime, open the main quotes interface then click any quote in the list. Click 'Download PDF' on the details screen if you want to print/archive the quote, or if you wish to send it to the contact manually. Click 'Show Quote Activity' to show an itemized history of events pertaining to the quote. The 'hamburger' menu (top right) contains additional actions which allow you to edit the quote, preview it as a customer, convert the quote to a template or to withdraw the quote: All feedback from your customer regarding the quote will also be stored on the quote detail screen. Please see step 5 for more details on this. Step 5 - Answer Feedback and Finalize a Quote Each quote contains a link to your quote: 36

37 After clicking the link, your quote will open in a web browser and allow your client to post queries and/or accept/reject the quote. The quote details screen will be updated with all feedback and responses from your customer. To view: Open the 'Quotes' section of CQM. Select your quote from the list. Red numbers above the mail icon also indicate that there are responses pending your review. All feedback is displayed inline in the quote itself, along with controls which allow you to answer or dismiss the feedback: 37

38 Click 'Answer' to post your reply to the contact/company. Quote status will change to 'Accepted' or 'Rejected' according to your customers response. This status will be displayed in the 'Quotes' screen and the 'Home' screen: Once a quote has been accepted, you may begin the process of executing the order in coordination with your vendors. Step 6 - Create a Quote Template You can save time when producing quotes by creating re-usable templates which address single or multiple items. This makes it easy to generate quotes for your most popular items or item sets. Once you have chosen a quote template, you can customize it for specific customers by modifying quantities, prices, taxes and item composition. To create a template, click 'Templates' on the left and then the 'New Template' button: 38

39 The add new template screen will be displayed: Title - Create a name for the template Style -The appearance of the quote. By default, 'MyStyle' will be selected. All styles that you create will be available from the 'Style' drop-down. To change the default style or to add new styles, click your user-name then 'Settings' > 'Quote Appearance' You can upload your logo, change fonts, background colors, heading style and more. Click 'Set as default' if you want this to be your go-to style when generating a new quote. Click 'Save' to apply your changes. Add Items - To add an items to the template, start typing an item code, name or description in the respective fields then select the item from the auto-generated suggestions. Click the 'New Item' button to add another item to the template. The total value of all items in the template will be displayed at bottom-right. 39

40 Click the 'Save' button to save your template. To use your template: Click 'Quotes' in the left-hand menu of the CQM interface. First select your template from the templates drop-down at the top-center of the interface. Then click the '+ NEW QUOTE' button. Your template can now be tailored to generate customer-specific quotes as explained in Step 4 - Generate and Send a Quote. Tip: You can also create a template from an existing quote. To do this, click on a quote in the main 'Quotes' interface to open its detail page, click the hamburger icon at top-right then select 'Make Template': Step 7 - View Reports The 'Reports' screen contains statistics and charts about quote statuses, sales and revenue. All revenue and sales data in the dashboard is derived from the value and acceptance status of your CQM generated quotes. To open the dashboard, click 'Reports' on the left: 40

41 Top Statistics - Displays total revenue generated by top 5 accepted quotes, lists the top 5 quotes by value and shows a funnel of the value of all generated quotes according to their life-cycle status. Revenue Statistics - Displays monthly, cumulative monthly and average monthly revenues. This section also shows the average time to close a quote. Tip - To make the sales funnel more accurate, you may want to 'Withdraw' any test or otherwise unwanted quotes that have 'Draft' or 'Published' status. To do this, click on a quote in the main 'Quotes' interface to open its detail page, click the hamburger icon at top-right then select 'Withdraw': 2.2 Logging-in to the Quote Manager Module To access the Comodo Quote Manager Module, login to C1 with your user name and password at 41

42 The Comodo One MSP dashboard will be displayed. If you have already added the CQM module to C1, then this will be available under the 'Licensed Applications' menu on the left. If you have not yet added the module to C1, click 'Store'. 42

43 Next, place your mouse over the 'Comodo Quote Manager' box and click 'Get Module': Click 'OK' after reading the end user license agreement to begin setup: 43

44 The application will be activated and you will see the following notification: Click 'OK' to close the alert After activation, you can find 'Comodo Quote Manager' under 'Licensed Applications' on the left. 2.3 The Quote Manager Administrative Console The Quote Manager admin console is an easy to use interface which allows administrators to add billable items and customer contacts, create and send quotes, view customer responses, archive quotes upon acceptance and more. 44

45 Left Hand Side Navigation The left hand menu allows you to navigate to each major area of the interface: Home - Contains a graphical summary of quote activity and status. Refer to the section The Home Screen for more details. Quotes - Allows you to create, edit and manage customer quotes. Refer to the section Managing Quotes for more details. Contacts - Allows you to add customers for whom you wish to create quotes. Refer to the section Managing Contacts for more details. Items - Allows you to add and manage billable items and item pricing. Billable items can be re-used in multiple quotes. Refer to the section Managing Items for more details. Templates - Allows you to add and manage quote templates per customer. Refer to the section Managing Quote Templates for more details. Reports - Allows you to generate reports on quotes generated, forwarded to customers, accepted, rejected and so on. Refer to the section Reports for more details. 45

46 Configuration Options Clicking on the gear icon or the username at the top right displays options to access the Settings screen and Logout. Settings - Opens the Settings screen that allows you to configure various parameters related to profile settings, company settings and integrations. Refer to the section Configuring Quote Settings for more details. Log Out - Allows you to logout of the Comodo Quote Manager Module. 3 The Home Screen The Home screen is displayed by default whenever you open the Quote Manager module. The left pane of the 'Home' screen displays the list generated quotes as tiles, under the following categories: Awaiting Customer Response -The quotes that are forwarded to the customer and yet to be replied by the customer Drafts -The quotes that are prepared but yet to be forwarded to the customer. Quotes that are created from the service desk tickets are also displayed under Drafts. The administrator can review the draft quotes, edit them and forward to the customer, once it is completed. Accepted -The quotes that are accepted by the customer. The administrator can archive the accepted quotes, after 46

47 completing the delivery processing with the vendor. Rejected -The quotes that were rejected by the customer. An example is shown below: Clicking on a quote allows you to view the details of the quote and process it. Refer to the section Managing Quotes for more details. The shortcut at bottom right allows you to set reminders for draft quotes and quotes that are awaiting customer response and to archive accepted and rejected quotes. You can set reminders for you to attend to the quote at a specified time. On the specified time, the number beside the notification icon will be incremented and on clicking the icon, it displays the reminder message. To set a reminder Click the bell icon at the bottom right of the tile Set the date and time for the reminder to be shown by clicking the calendar icon and selecting the date and entering the time in HH:MM fields. Enter the text to be displayed as reminder Click SET. The reminder will be added and an alert will be displayed on the set time. The mail icon at the bottom left of the quotes under 'Awaiting Customer Response' indicates the receipt of a response message from the customer. The administrator can view the quote details page by clicking on the icon and process the quote. Refer to the section Managing Quotes for more details. The right pane of the home screen displays a statistical summary of the processed quotes with their monetary values as piecharts and time verses monetary values as bar chart. You can filter the data displayed on the graphs by choosing the period to be covered, from the 'Display' drop-down at the bottom of the graph. 47

48 4 Managing Items Comodo Quote Manager maintains an inventory of items for which quotes can be presented to your customers. The 'Items' interface allows you to add items to the inventory and manage them. Each item is identified by an 'Item Code' number, name and description. You can specify tax rate for each item, which is to be applied to the price of the item, in the quote. Items that are outdated, can be added to archived, but can be re-added to the current list of items at anytime. To open the 'Items' interface click 'Items' from the left side navigation The interface displays the list of items added to Comodo Quote Manager and allows you to add and manage new items. Searching and Filtering options: To search for a specific item, enter the code, name or description in part or full, as search criteria in the Search field and click the magnifier icon. To remove the filter, click 'X' at the right of the search field. To filter the items based on their availability, choose the option from the 'Filter' drop-down. The available options are: Current - Displays only those items that are currently available Archived - Displays out-dated items, that are added to archive Current and Archived - Displays both currently available and archived items Following sections explain more on: Adding a New Item Editing an Item Archiving an out-dated item 4.1 Adding a New Item The products or services, that can be supplied/provided to the customers are to be added to Comodo Quote Manager along with an unique identification number, a short description, price and a standard tax rate that can be offered. New items can be added to CQM at anytime, as and when a requirement arises. Once an item is added, it can be chosen while creating a quote for it, just by entering the code or the product name. To add a new item Open the Items interface by clicking Items from the left hand side navigation pane Click '+NEW ITEM' 48

49 The interface to add a new item will open. Enter the details of the item: Item Code - Enter a code to identify the item. The code can be an alphanumeric string and structured according to different categories of items supplied by you. Product or Service Name - Enter the name of the product or service Item description - Enter a short description of the item. Item Cost - Enter the price of the item at which it can be supplied to the customer Default rate - Choose the discount tax that is to be applied to the cost, by default. Tax rates can be specified through the settings interface. Refer to the section Configuring Tax Rates for more details. Click 'Save'. The item will be added to the list. Repeat the process to add more items. 4.2 Editing an Item You can view the details of an item and edit them at anytime from the Items interface. To edit an item Open the 'Items' interface by clicking Items from the left hand side navigation pane Click on the item to be edited Tip: You can use search options to search for the item to be edited. The details screen of the item will be displayed. 49

50 This interface is similar to the interface for adding an item. Refer to the explanation of adding an item for more details on this screen. Change the details as required and click 'Save'. If the item is outdated, you can archive the details from the options at the top right. 4.3 To archive the item, click the menu button at the top right and choose Archive from the options. Archiving Out-Dated items Items which are outdated and no more needed can be archived. The archived items will be hidden by default in the list of items and will not be available for generating quotes. If needed, the archived items can be re-added to the current list of available items. To archive a currently available item Open the 'Items' interface by clicking Items from the left hand side navigation pane to view the list of available items Click on the 'Archive' icon at the right end of the item row The item will be archived. To view the list of archived items Open the 'Items' interface by clicking Items from the left hand side navigation pane Choose 'Archived' from the 'Filter' drop-down 50

51 5 To re-add an item to the currently available items, click the 'unarchive' icon at the right end of the item row. Managing Contacts Comodo Quote Manager allows you to add and save the contact details for two customer types: Client Companies -The companies added as customers to your Comodo One MSP account are automatically added as client companies to Comodo Quote Manager with their available contact details. You can add new details or edit the contact details for those companies. Refer to the section Editing a Contact for more details. You can also add new companies as customers, specifically for CQM. Persons - Private customers or individuals, belonging to different companies to whom you wish to supply products and services, can be added as customers to CQM. You can generate and manage price quotes for the items requested by them through CQM. The quote created for a customer, will delivered to the address of the respective contact, with a link for them to access the details and respond to the quote. Private customers and client companies for whom you no longer need to generate quotes, can be archived, but if a requirement arises, they can be re-added to CQM. Archived customers will not be available for selection, while generating quotes. You can add and manage the contact details from the 'Contacts' interface. To open the 'Contacts' interface, click 'Contacts' from the left side navigation 51

52 The interface displays the list of contacts added to Comodo Quote Manager and allows you to add new and manage existing contacts. Searching and Filtering options: To search for a specific contact, enter the name of the person or company in part or full, as search criteria in the Search field and click the magnifier icon. To remove the filter, click 'X' at the right of the search field. To filter the list based on the customer type, choose respective option from the left drop-down beside 'Filter'. The available options are: Persons - Displays the list of only private customers Companies - Displays the list of only client companies Persons & Companies - Displays the list of both private customers and client companies You can further filter the entries based on their availability, by choosing the option from the right drop-down. The available options are: Current - Displays only the Persons/Companies that are currently available Archived - Displays only the Persons/Companies that are added to archive Current and Archived - Displays both currently available and archived Persons/Companies. Refer to the following sections for more details on: Adding a New Contact Editing a Contact Archiving a Customer 5.1 Adding a New Contact You can include the name, phone/fax number, address, billing and shipping addresses, Skype ID, as contact details for new private customers and client companies. To add a new customer Click 'New Contact' at the top right of the 'Contacts' interface By default, the interface for adding a new private customer will open. 52

53 You can switch to the interface for adding a company by clicking the '...OR ADD NEW COMPANY' link. The forms for adding a person and a company are similar. Enter the contact details of the company/person to be added Adding a Customer - Form Parameter Form element First Name and Last Name Company Description These fields are available only for person. Enter the first name and last name of the private customer. For adding a person - Enter the name of the company to which the person belongs. For adding a client company - Enter the name of the company For adding a person - Enter the address of the person For adding a client company - Enter the address of the contact person from the 53

54 company Contact Info Allows you to add fields for details like phone number, FAX number, website and Skype ID, to communicate with the person/contact of the company. To add a field Addresses Click 'ADD' Choose the field from the drop-down. Enter the detail Click 'ADD' and repeat the process to add more fields To remove a field click 'X' at the right of it Allows you to enter the billing address and shipment address for the customer. To add an address Click 'ADD' Choose the address type from the drop-down. Enter the address for the chosen address type 54

55 To add more address types and addresses, click 'ADD' and repeat the process To remove an address click 'X' at the top right of the address Click SAVE at the top to add the contact to the list. The contact will be now available for generating and forwarding quotes. 5.2 Repeat the process to add more customers. Editing a Contact The client companies added as customers to your Comodo One MSP account will be automatically added to Comodo Quote Manager with their available contact details. You can view the details, edit them, add more fields and addresses to the customer. You can also edit the contact details of manually added private customers and client companies at anytime. To edit contact details Open the 'Contacts' interface by clicking 'Contacts' from the left side navigation Click on the customer to open the contact details interface Edit the contact details 55

56 The process is similar to adding the details. Refer to the explanation for adding a contact in the previous section. 5.3 Click 'Save' from the top for your change to take effect Archiving a Customer The private customers and client companies for whom you no longer need to generate quotes can be removed from the current customer list by moving them to Archive. You can re-add the customer at anytime if a requirement arises. To archive a customer Open the 'Contacts' interface by clicking 'Contacts' from the left side navigation Click on the Archive icon at the right end of the customer row. The customer will be archived and will not be available in the default list of customers, and in the selecting list while creating a quote. 56

57 Alternatively, click on the customer to view the contact details, click the Options button from the top right and choose Archive from the drop-down To view the list of archived customers Open the 'Contacts' interface by clicking 'Contacts' from the left side navigation Choose the customer type from the left drop-down beside 'Filter'. Choose 'Archived' from the right drop-down. To re-add an archived customer to default available customer list, click the 'Unarchive' icon at the right end of the customer row 6 Managing Quotes The 'Quotes' interface allows you generate, view and manage customer quotes. From here you can: Create a new quote from scratch, or use a template to accelerate the process. View a list of all existing quotes, including quote status and value Open a quote and respond to customer feedback Set reminders about particular quotes. Tip: You can also view and generate quotes from the 'Home' screen. Refer to the section The Home Screen for more details. To open the Quotes interface, click 'Quotes' from the left side navigation 57

58 The interface displays the list of quotes with different statuses and allows you to add new and manage existing quotes. Searching and Filtering options: To search for a specific quote, enter the title of the quote or the contact detail of the customer in part or full, as search criteria in the 'Search' field and click the magnifier icon. To remove the filter, click 'X' at the right of the search field. To filter the list based on status, click the drop-down beside 'Filter'. The available options are: Any Status - Displays all quotes. Draft - Displays quotes that have been generated but not yet sent to the customer. Published - Displays quotes that have been sent to the customer and are 'in-progress'. These quotes may be awaiting customer response or awaiting a reply to customer feedback. Accepted - Displays quotes that have been accepted by the customer. Rejected - Displays quotes that were rejected by the customer. Withdrawn - Displays quotes that were withdrawn by the administrator. You can further filter entries based on their availability: Current - Displays all non-archived quotes. Archived - Displays quotes whose 'expiry date' has passed. Current and Archived - Displays both currently active and archived quotes. Refer to the following sections for more details on: Generating a New Quote Answering a Feedback Setting a Reminder Viewing a Quote Activity 58

59 6.1 Generating a New Quote Administrators can generate a price quote for any billable item Prerequisites: At least one billable item has been added to the 'Items' list in CQM. Refer to the section Adding a New Item for more details. At least one recipient company or individual has been added to the contacts list in CQM. Refer to the section Managing Contacts for more details. A quote can be generated in two ways: From the CQM interface - Based on customer requests, administrators can generate a new quote from scratch or from a template. See Creating a New Quote for more details From Service Desk - If a ticket which requests billable items is submitted to the sales department of Comodo Service Desk, the staff member addressing the ticket can initiate a quote from the ticket itself. The quote will be added as a draft to the to Quote Manager with the prefix 'Service Desk'. See Generating a Quote from Service Desk for more details. CQM also allows you to customize the appearance of quotes in 'Settings' > 'Quote Appearance'. All styles you create will be available for selection when you are generating a new quote. For more details refer to Quote Appearance Settings. Creating a New Quote A new quote can be generated from both the 'Home' and 'Quotes' interfaces. If you have created a quote template containing pre-set products, select the template you want to use from the drop-down before clicking 'New Quote'. For more details on creating and managing templates, refer to the section Managing Quote Templates. To generate a new quote First, choose a quote template from the drop-down at the right of the 'New Quote' button. Select 'New Quote, no template' to use the default style. Next, click the '+NEW QUOTE' button Enter the details for the quote in the 'New Quote' form 59

60 Add New Quote - Description of Form Parameters Form Element Description Expires on Enter the expiry date for the quote using the calendar that appears on clicking the calendar icon. The quote will be automatically archived on the expiry date. Style Choose the style in which the quote page has to appear to the customer. Tip: You can create custom styles for each customer on CQM. For more details on creating Quote Styles, refer to the section Quote Appearance Settings. To Enter the contact to which the quote will be sent. Start typing a contact/company name and matching contacts will be displayed for you to select. Subject The subject line of the quote which will be sent to your contact. For example, if you type 'Laser Printer repair work' here, then the actual subject of the will be: New quote: Laser printer repair work Header Enter the page header to be displayed in the quote page Item Details Specify the item(s) to be added to the quote. The items are identified by the following fields: Item Code -The identification code of the item to be added Item Name -The name of the item as specified in the Items list Item Description -The short description of the item as entered in the Items 60

61 list. If you are creating a quote from a template these fields will be auto-populated with the items in the template package. If you are creating a custom quote, enter the item in any one of the following ways: Type first few characters of the Item Code in the first field and select the item from the predictions The item price field will be auto-populated. Type first few characters of the item name in the second field and select the item from the predictions. The item price field will be auto-populated. Type first few characters of the description of the item in the third field and select the item from the predictions. The item price field will be autopopulated. Enter the number of items in the 'Item quantity' field. The Item total field will be autopopulated with the price of the number of items as specified in the 'Item quantity' field. Choose the tax rate to be applied to the price, for that item, from the next drop-down. Tip: You can create a list of tax rates to be applied to different items from the Tax Rates interface. The list of tax rates will be available for selection in this drop-down. If no tax rate is chosen the default rate will be applied. Refer to the section Configuring Tax Rates for more details. NEW ITEM Enter the discount that can be applied to the item price in the 'Quote discount' field. To add another item to the quote, click 'NEW ITEM' and enter the details of the item as explained above. Repeat the process to add more items. To remove an item click 'X' at the right of the Item name To re-order the items in the list use the 'Up' and 'Down' arrows at the right end of the item details. ADD CATEGORY To add a new category to identify the set of the items click 'Add Category' and add items below it by clicking 'NEW ITEM'. Footer Enter the page footer to be displayed in the quote page Notes Allows you to enter a note on the quote for your reference and internal communication. This note will not be displayed in the Quote page. Note heading Enter a heading for the note Note text Enter the note text ADD ANOTHER NOTE Click to add additional notes for the quote. Click 'Save' The new quote will be generated, with the price with taxes auto-calculated. 61

62 To forward the quote to the customer, click 'SEND' at the top left A mail will be sent to the customer with a link to view the Quote Page. 62

63 Clicking the link in the mail will take the customer to the quote page. The customer will be able to send a feedback on the quote to CQM, by entering their message in the Feedback field. Refer to the next section Answering a Feedback for more details on answering the feedback. The quote will be added to the list in the Quotes interface and the Home screen with the status 'Published' and 'Awaiting Customer Response'. If you have skipped sending the quote to the customer, the quote will be saved as a draft. 63

64 To open the quote to view, edit or forward a draft, click on it. The quote page will open. You can perform various actions on it by clicking the 'Options' at top right and selection the required option. Edit - Allows you to add or remove items, categories, change title, header/footer text and more Preview as customer - Displays the quote page as it would be shown to the customer Make Template - Allows you to save the quote as a template, if you want to re-use to create quotes for other customers Accept - Change the status of the quote to 'Accepted' if it is accepted by the customer by any out-of-band communication Reject - Change the status of the quote to 'Rejected' if it is rejected by the customer by any out-of-band communication Withdraw - Withdraws the quote from the customer. Generating Quote from Service Desk Ticket The quote initiated from service desk staff will be forwarded to Comodo Quote Manager as a draft quote with a suffix 'Service Desk' in the title and without the items selected. You can edit the quote to add items and forward the same to the customer from 64

65 the Quote Manager console. The quote details screen contains the details of the service desk ticket, internal notes from the service desk staff and a link to access the ticket. To generate the the quote from the draft Click on the draft ticket from the 'Quotes' interface or 'Home' screen, to open the quote details screen Click on the Options menu at the top right of the details screen and choose 'Edit' The form for creating a quote will open with the Subject line and internal notes pre-populated. 65

66 Enter the details of the customer and items to be included in the quote. The process is similar to adding details for a new quote and forwarding the quote to the customer. Refer to the explanation above for more details. 6.2 Answering Feedback and Processing Quotes The administrator will get notified is a customer responds to a quote under processing in two ways: Increment in the number beside the mail icon in the title bar Appearance of a mail icon on the quote in the Home Screen To view the response from a customer for a quote Click on the quote with the mail icon from the hone screen or Click on the mail icon at the title bar and choose the response The quote details page will open with the feedback message from the customer. 66

67 Enter your response to the feedback in the text box and click 'Answer'. The quote will be updated and a notification mail will be sent to the customer with a link to the quote page. The customer will be able to view your answer, continue negotiation or accept/reject the quote. If you do not wish to answer, click DISMISS - NONEED TO ANSWER. The quote will be paused. You can start reprocessing the quote from the next response message from the customer. The conversion can be continued in the same manner. The quote my be accepted, rejected or withdrawn. Acceptance or Rejection of the quote: The customer can accept to the quote or reject it by clicking the 'Accept Quote' or 'Reject' at the bottom left of the Quote page as shown below. The status of the quote will be changed to 'Accepted' or 'Rejected' accordingly. 67

68 If the customer sends the acceptance or rejection message through any out of band communication method like phone or , you can move the quote to accepted/rejected status from the quote details page. To accept or reject a quote based on customer feedback Click on the quote from the Home screen or Quotes interface to open the quote details Click the options icon from the top right of the quote details page and choose 'Accept' or 'Reject' from the drop-down. 68

69 Once the quote is accepted, you can arrange for delivery of the item. If a quote is accepted or rejected, you can archive the quote. Refer to the section Archiving a Quote for more details. Withdrawing a Quote If a quote generated for a customer is no longer required, it can be withdrawn from the customer. The customer will not be able to view the withdrawn quote, but it will be available in the Quotes interface with the state 'Withdrawn' until it is archived. Refer to the section Archiving a Quote for more details. 6.3 Setting a Reminder CQM allows you to set internal reminders for quotes that are under processing. For example you may wish to send a followup message to a customer if they have not replied within a specified time, send a response to a feedback from a customer or generate a quote for a draft at a specific time. You will be alerted on the specific time, by the notification icon at the right of the title bar. To set a reminder Open the Home screen or the Quotes interface to view the list of quotes Choose the quote for which you wish to set the reminder and click 'remind' icon at the right end of the quote row Set the date and time you wish to be reminded Click the calendar icon and select the date Enter the time using the HH:MM combo boxes Enter the reminder text to be displayed in the text field and click 'SET' The reminder will be set and the bell icon in the quote will turn black. 69

70 Clicking the bell icon at anytime displays the reminder and allows you to edit the date/time and the message. To remove the reminder, click 'REMOVE' On the set time, the administrator will be alerted by the notification icon at the right of the title bar. To view the reminder Click the notification icon The list of reminders pending at that time will be displayed. 6.4 Clicking the reminder will open the respective quote. Viewing Quote Activity The 'Quote Details' interface displays the interactions between the customer and the administrator and allows the administrator to view the history of actions. To view the activities of a quote 70

71 Click on the quote from the Quotes interface or the Home screen to view the 'Quote Details' page. Click 'Show Quote Activity' at the foot of the page The activities taken place on the quote will be displayed in chronological order. 71

72 6.5 Archiving a Quote The quotes that are accepted, rejected or withdrawn, can be moved to archive, so that they will be hidden from the list of live quotes both in the Home screen and the Quotes interface. They can be re-added to the list of live quotes at anytime, for example, if you wish to generate a template from an archived quote. To archive a quote Open the Quotes interface by clicking 'Quotes' from the left side navigation Tip: You can also view the list of live quotes from the 'Home' screen. Click the 'Archive' icon at the right end of the quote that is accepted, rejected or withdrawn. Note: The Archive icon is available only for the quotes with the statuses Accepted, Rejected and Withdrawn. The quote will be moved to archive. To view the list of archived quotes Open the Quotes interface by clicking 'Quotes' from the left side navigation Select the status filter criteria for the list of archived quotes you wish to view, from the left drop-down, beside 'Filter' Select 'Archived' from the right drop-down,beside 'Filter'. 72

73 7 To re-add an archived quote to list of live quotes, click the 'Unarchive' icon at the right end of the quote row Managing Quote Templates Comodo Quote Manager allows administrators to create and manage reusable quote templates, with details of individual items or packages of several items, that are ordered repeatedly and frequently. The templates can be used as basis on creating new quotes for requests for items covered in them without the necessity to enter the details of items every time. To open 'Templates' interface click 'Templates' from the left pane. The interface displays the list of templates added to Comodo Quote Manager and allows you to add and manage new templates. Search option: To search for a specific template, enter the name or description in part or full, as search criteria in the Search field and click the magnifier icon. Following sections explain more on: Creating a New Quote Template Removing a Quote Template 73

74 7.1 Creating a New Quote Template New templates can be created for repeatedly and frequently requested items or packages of items by specifying the item details and choosing a quote style. Also an existing quote can be used as a basis to create a new quote. A template can be used as a baseline and can be modified to suit the customer's product preference on generating new quotes. You can access existing 'Quote Templates' from 'Home' and 'Templates' interface. You can create quote templates only from templates interface. To add a new template Open the 'Templates' interface by clicking 'Templates' from the left hand side navigation pane Click 'NEW TEMPLATE'. The interface to add a new template will open. Add New Template - Description of Form Parameters Form Element Description Title of the Template The name preferred for quote template. Style Choose the style in which the quote page has to appear to the customer. Tip: You can create custom styles for each customer on CQM. For more details on creating Quote Styles, refer to the section Quote Appearance Settings. Header Enter the page header to be displayed in the quote page Item Details Specify the item(s) to be added to the quote. The items are identified by the following fields: Item Code -The identification code of the item to be added Item Name -The name of the item as specified in the Items list Item Description -The short description of the item as entered in the Items list. If you are creating a quote from a template these fields will be auto-populated with the items in the template package. If you are creating a custom quote, enter the item in any one of the following ways: 74

75 Type first few characters of the Item Code in the first field and select the item from the predictions The item price field will be auto-populated. Type first few characters of the item name in the second field and select the item from the predictions. The item price field will be auto-populated. Type first few characters of the description of the item in the third field and select the item from the predictions. The item price field will be auto-populated. Enter the number of items in the 'Item quantity' field. The Item total field will be auto-populated with the price of the number of items as specified in the 'Item quantity' field. Choose the tax rate to be applied to the price, for that item, from the next dropdown. Tip: You can create a list of tax rates to be applied to different items from the Tax Rates interface. The list of tax rates will be available for selection in this drop-down. If no tax rate is chosen the default rate will be applied. Refer to the section Configuring Tax Rates for more details. NEW ITEM Enter the discount that can be applied to the item price in the 'Quote discount' field. To add another item to the quote, click 'NEW ITEM' and enter the details of the item as explained above. Repeat the process to add more items. To remove an item click 'X' at the right of the Item name To re-order the items in the list use the 'Up' and 'Down' arrows at the right end of the item details. ADD CATEGORY To add a new category to identify the set of the items click 'Add Category' and add items below it by clicking 'NEW ITEM'. Footer Enter the page footer to be displayed in the quote page Once you type the required Item codes, the items along with their price and tax rates associated would be displayed. Refer to the section Configuring Tax Rates for more details. 75

76 Click 'Save'. The 'new quote template' will be added to the list. Repeat the process to add more Quote templates. 76

77 7.2 Removing a Quote Template The quote templates that are no longer needed, can be removed from Comodo Quote Manager. To remove a template Open the 'Templates' interface by clicking 'Templates' from the left hand side navigation pane Click the 'DELETE'' icon on the right side of the selected template 8 Settings The 'Settings' interface allows granular configuration of item tax rates and allows you to customize templates, quote appearance, quote validity period, company settings and more. You can also configure your profile and manage CQM integration with other Comodo One modules. To open the 'Settings' interface, click the gear icon or your user name at the top right and choose 'Settings' from the drop-down 77

78 The following sections explain more on: Configuring Profile Settings Configuring Quote Settings 8.1 General Settings Quote Appearance Settings Configuring Templates Configuring Company Settings Configuring Tax Rates Configuring Integrations Configuring Profile Settings The 'My Profile' settings page allows the currently logged administrator to edit their name and time zone of their geographical location. To configure your profile settings Open the 'Settings' page by clicking the gear icon at the top right and choosing Settings from the drop-down Click 'My Profile' under 'Personal Settings' 78

79 Directly enter/edit your first name and last name in respective fields Choose your time zone from the 'Timezone' drop-down 79

80 8.2 Click 'Save' for your changes to take effect Configuring Quote Settings The 'My Company Settings' area in the 'Settings' interface allows you to configure the general settings, appearance of quotes, templates, your company details and tax rates to be applied to the prices in the quotes. Refer to the following sections for more details: 80

81 General Settings Quote Appearance Settings Configuring Templates Configuring Company Settings Configuring Tax Rates General Settings You can configure the validity period for the quotes generated through Comodo Quote Manager and enter or edit the 'Terms and Conditions'. The 'Terms and Conditions' are displayed at the foot of the Quote page displayed to the user and the quote downloaded as a.pdf file. To configure the general settings for the quotes Open the 'Settings' page by clicking the gear icon at the top right and choosing Settings from the drop-down Click 'Quote Default Settings' under 'My Company Settings' 81

82 Set the period for which the quote generated should be valid, through the 'Quote Expires After' drop-down combo box. On lapse of the period, the quote will be automatically archived. Enter or edit the text to be displayed under 'Terms and Conditions' in the respective field Click 'Save' for your changes to take effect Quote Appearance Settings The CQM quote page presented to the customer, allows them to download the quote as a pdf file. The pdf version of the quote will contain the logo of the MSP company, the details of the quote, header and footer, the price quotes for the items highlighted with a specific color, terms and conditions and the contact information. An example is shown below: 82

83 CQM allows the MSP administrator to create customized style for the pdf version of quote pages for each customer, so that the quote will be displayed with the specific style for respective customer. Also the administrator can upload their logo for display on the quote pages. To configure the quote appearance Open the 'Settings' page by clicking the gear icon at the top right and choosing Settings from the drop-down Click 'Quote Appearance' under 'My Company Settings' 83

84 The configuration page contains two areas: Logo Appearance 84

85 Styles Logo Appearance The Logo appearance area allows you to upload your company logo and to specify where it has to be displayed on the quote page. To upload your logo image, click on 'Upload your logo', navigate to the location on which you have saved your logo image and click 'Open'. Note: CQM accepts logo image in.png or.jpg format. The maximum file size can be 500 KB. The options at the top allows you to choose where the logo should appear on the quote page. Logo, then details - Choose this option if you want the logo to appear above the details of the quote in the right hand side pane of the quote page. Details, then logo - Choose this option if you want the logo to appear below the details of the quote in the right hand side pane of the quote page. Styles The styles area allows you to configure customer specific styles for the PDF form of the quote presented to the customer. The styles will be available for selection, when creating a new quote or a template, from the drop-down at the top right. You can set one of the styles as default, so that it will appear first in the list of styles and the quotes, created without selecting any specific style will be generated with the default style. To add a new style Open the 'Settings' page by clicking the gear icon at the top right and choosing Settings from the drop-down Click 'Quote Appearance' under 'My Company Settings' Click 'ADD' under 'Styles' A set of fields for creating a new style will appear: 85

86 Enter a name to identify the style in the 'Title' field. The style will be available with this name in the drop-down in the New Quote and New Template page. Choose a color to be used to highlight the items and prices in the quote from the 'Color' drop-down under 'PDF highlights'. Select the text styles for the 'Heading' and the 'Text body' as they have to appear in the PDF document. Type - Choose the font type to be used for the text. The available options are: sans-serif serif monospace Style - Choose the font style to be used for the text. The available options are: normal 86

87 italics Weight - Choose the font weight-age to be used for the text. The available options are: normal bold Select 'make default' checkbox, if you want this style to first in the list for selection and be applied to quotes/templates created without choosing a style. Click 'Save' for your settings to take effect. Repeat the process to add more styles The styles created from this interface will be available for selection while creating a new quote or a template Configuring Templates Comodo Quote Manager will send notification mails to customers at various stages of the quote life-cycle. Administrators can customize the content of these mails by creating templates. Each template contains variables like quote title, company name and customer name which are auto-populated based on the quote details. Once these templates are configured, administrators can check the content of the resultant s by sending test s. s are sent for the following stages: New Quote created Quote updated by administrator Quote accepted by the customer A question from the customer on the quote has been answered by the administrator The Templates interface allows the administrator to view and manage the content of the temlates. To manage templates Open the 'Settings' page by clicking the gear icon at the top right and choosing 'Settings' from the drop-down Click 'Customer s' under 'My Company Settings' The Templates interface will open with a list of templates available with CQM. 87

88 Each template will have a standard content and variables. The variables are indicated by text inside square brackets and will be substituted by respective information, from the quote details. For example, [customer-name] will be substituted by the name of the customer for whom the quote is generated [company-name] will be replaced by your MSP company name The link in the body of the will be replaced by the link to point the quote page of the respective quote. To change notification message displayed in the subject line of the , edit the content under 'Quote Title' To change the content in the Message text and/or Message footer, directly edit the text in the respective white boxes. To change a variable to have a constant text, for example, to permanently replace [company-name] with the name of your company, directly replace the variable with the content Click 'Save' for your changes to take effect To check the content of notification , click 'SEND TEST ' 88

89 The test mail will be sent to your address Configuring Company Settings The 'Company Settings' interface allows you to specify your MSP company details, address and other contact information, for display in the quotes and notification s. To manage the company details Open the 'Settings' page by clicking the gear icon at the top right and choosing 'Settings' from the drop-down Click 'Customer s' under 'My Company Settings' 89

90 90

91 Company Settings - Form Parameters Form Element Description Company display name Your company name, as it should be displayed on the quote page and notification . Enter your company name. Country Choose your country from the drop-down. Address Enter your company address. The address will be displayed beneath your company name in the quotes. Website Enter the URL of your website. Enter your address at which you wish to receive the mails from CQM. Phone Enter your phone number Enter the details and click 'SAVE'. Configuring Tax Rates The 'Tax Rates' interface allows administrators to specify a list of tax rates to be applied to different items. The tax rates will be available for selection while creating a new quote or a new quote template. If configured, the tax rates will be applied automatically and the respective tax amount will be added to the final price of the items in the quote. You can set one of the rates as default so that it appears first in the list and will be applied by default to the items for which tax rate is not chosen. To manage the company details Open the 'Settings' page by clicking the gear icon at the top right and choosing 'Settings' from the drop-down Click 'Tax Rates' under 'My Company Settings' 91

92 To add a new tax rate, click 'ADD' A new tax rate field will appear. 92

93 Enter the percentage of tax to be applied to the price in the 'Tax rate' drop-down combo box Enter a description for the tax If you wish this tax rate to be set as default rate, select the 'make default' checkbox Click 'SAVE' to add the new entry to the list of tax rates. The tax rates will be available for selection while adding an item to a quote or quote template. 8.3 To remove a tax rate from the list, click 'X' beside the tax rate. Configuring Integrations The Integrations interface allows administrators to integrate Comodo Quote Manager with the Service Desk module of Comodo One MSP and QuickBooks online. QuickBooks Integration: CQM can be integrated to QuickBooks online for accounting purposes. Once integrated, invoice data from accepted quotes in CQM will be synchronized with your account in QuickBooks Online. Note: You need a valid subscription for an account with QuickBooks online to sync your data from CQM. You can sign-up for a new account or use an existing account. Comodo Service Desk Integration: 93

94 Service Desk staff can initiate a CQM quote direct from a ticket assigned to the sales department. The quote thus generated will be added as a draft quote to CQM with 'Service Desk' in the quote title. The CQM administrator can edit the quote to add items, generate the final quote and forward to the respective customer. Refer to the explanation under Generating a Quote from Service Desk in the section Generating a New Quote for more details. To open the 'Integrations' interface Open the 'Settings' page by clicking the gear icon at the top right and choosing 'Settings' from the drop-down Click 'Integrations' ' under 'Integrations' To Integrate CQM to QuickBooks online Use the slider beside 'QuickBooks Integration' to enable QuickBooks integration Click on the 'Connect to QuickBooks' button 94

95 The login screen for QuickBooks will open. Enter your username and password in the respective fields for authorizing CQM to connect to QuickBooks and start synchronizing data. If you do not have a subscription, you can signup for a new account from this interface. To Integrate CQM to Service Desk Use the slider beside 'Service Desk Integration' to enable Service Desk integration CQM will be integrated to Service Desk module of your Comodo One MSP console. Your staff will now be able to initiate quotes from the Staff Panel of Service Desk console. 95

96 9 Reports Comodo Quote Manager generates two types of statistical reports: Top Statistics - Provides information on top five sales staff, ranked based on revenue generated on sales concluded by them, graphical representation of sales funnel and top five accepted quotes, ranked based on their monetary values. Revenue Statistics - Displays bar-chart representations of revenue generated on monthly basis and time taken on concluding sales. The reports enable administrators to track and monitor sales volume, performance of sales staff, product preferences, revenue generated on monthly basis, quote life-cycle data and more. To view the reports click 'Reports' from the left navigation Following sections explain more on: Top Statistics Revenue Statistics 96

97 9.1 Top Statistics The top statistics report allows you to view and identify the best performing sale personnel and quotes in your organization. To view the top statistics report Click 'Reports' from the left navigation The 'Top Statistics' graphics are displayed by default. To return to top statistics report from Revenue statistics report, click the 'TOP STATISTICS' tab. An example is shown below. The report contains the following three charts: Top 5 Salesmen Sales Funnel Top 5 accepted quotes Top 5 Salesmen The 'Top 5 salesmen' bar-chart displays the 5 salespersons whose quotes have generated the highest revenue. 97

98 Hovering your mouse over a bar displays the income generated by the respective person as a tooltip. Sales Funnel The 'Sales Funnel' graph displays the monetary value of quotes in each of the 'draft,' 'published' and 'closed' stages. Top 5 accepted Quotes The 'Top 5 accepted Quotes' displays the lists the 5 top ranking quotes based on revenue generated. 9.2 On clicking a quote, the quote page will open, displaying the quote details. Viewing Revenue Statistics The 'Revenue Statistics' report displays bar-charts of monthly revenue compared to previous years. To view the top statistics report Click 'Reports' from the left navigation Choose the 'REVENUE STATISTICS' tab from the top An example is shown below. 98

99 Average Monthly - Displays the average of revenue generated per month for the current year Average Monthly Days to close - Displays the average of life-cycle time of quotes dealt per month, for the current year The report contains four charts: Monthly Revenue - The bar-chart displays the income generated on each month of the current year and the previous year. Cumulative Monthly Revenue -The bar-chart revenue generated on a cumulative basis for each month of the current year and the previous year Average Monthly Revenue -The graph displays the average monthly revenue calculated for each month of the current year and the previous year. Average Age To Close Monthly -The graph displays the average of time taken for closing quotes dealt in each month of the current year and the previous year. 99

100 About Comodo The Comodo companies are leading global providers of Security, Identity and Trust Assurance services on the Internet. Comodo CA offers a comprehensive array of PKI Digital Certificates and Management Services, Identity and Content Authentication (Two-Factor - Multi-Factor) software, and Network Vulnerability Scanning and PCI compliance solutions. In addition, with over 10,000,000 installations of its threat prevention products, Comodo Security Solutions maintains an extensive suite of endpoint security software and services for businesses and consumers. Continual innovation, a core competence in PKI and a commitment to reversing the growth of Internet-crime distinguish the Comodo companies as vital players in the Internet's ongoing development. Comodo, with offices in the US, UK, China, India, Romania and the Ukraine, secures and authenticates the online transactions and communications for over 200,000 business customers and millions of consumers, providing the intelligent security, authentication and assurance services necessary for trust in on-line transactions. Comodo Security Solutions, Inc. Comodo CA Limited 1255 Broad Street 3rd Floor, 26 Office Village, Exchange Quay, Trafford Road, Salford, Greater Manchester M5 3EQ, Clifton, NJ, United States [email protected] United Kingdom. Tel : +44 (0) Fax : +44 (0) For additional information on Comodo - visit 100