Sage Software SageCRM 6.1 manual

SageCRM 6.1 Wireless Mobile Guide[...]

© Copyright 2007 Sage Technologies Limited, pu blisher of this work. All rights reserved. No part of this documentation may be copied, ph otocopied, reproduced, translated, microfilmed, or otherwise duplicated on any me dium without prior written consent of Sage Technologies Limited. Use of the software programs described herein and this documenta[...]

Wire less Mo bile Guide i Contents Chapter 1: Introduction Introduction ................................................................... 1-1 Chapter Sum mary ......................................................... 1-2 Chapter 2: Getting Started Prerequisites .................................................................. 2-1 Mobile Devices [...]

ii Sage CR M Navigating Yo ur Calendar .................................................. 3-7 Managing Leads , Opportunities, and C ases ....................................... 3-9 Reporting .................................................................... 3-10 Running a Report .......................................................... 3-10 Dash[...]

Wireless Mobile Guide 1–1 Chapter 1 Introduction This guide is for Users an d System Administrators. Please note that while the document refe rs to Sage CRM, CRM, or the CRM system throughout, all fun ctionality covered is also relevant to Sa geCRM, SageCRM for Sage Accpac and Softline Accpac CRM. We assume that:  Users operate PDA devices, Bl[...]

Introducti on 1–2 Sage CRM WAP Mobile Phone. To work online with a mobi le phone, it needs to be enabled for WAP and configured to c onnect to the company's CRM system through a WAP gateway. WAP gateways make it possible for WAP devices to communicate with Web servers (for example, the server on which CRM reside s). Most mobile phone operato[...]

Wireless Mobile Guide 2–1 Chapter 2 Getting Started In this chapter you will learn about:  Mobile devices supported by CRM.  URLs for acce ssing CRM.  Making devices known to CRM.  Customizing Wire less Mobile screen s. Prerequisites To use CRM's Wirele ss Mobile sol ution, you need:  CRM installed on a server with a v alid Wi[...]

Mobile Devic es 2–2 Sage CRM Mobile Devices In addition to all WAP-enabled mobile p hones, CRM's Wir eless Mobile solution supports the following PD A devices and mobile phones: Device Example BlackBerry BlackBerry Pe arl Model 8 100 Pocket PC HP iPAQ Other Any other mobile device with a browser that supports WML 1.1 Enabling Users All users[...]

Making De vices Kn own t o CRM Wireless Mobile Guide 2–3 Making Devices Known to CRM Setting Up New Devices It is unlikely that yo u will need to set up any new devices, as most of them are set up in CRM by default. When Wireless Mob ile is installed, a number of mobile device type s are set up by default. The default de vices should be suff icie[...]

Making De vices Kn own t o CRM 2–4 Sage CRM 5. Select the XSL transformation file your device requires from the XSL File Name list. 6. Select an alternative device from the Based On Device list if the device you are setting up is not included on the Devices list in Administration | Customization | <Entity> | Screens. 7. If your device uses [...]

Making De vices Kn own t o CRM Wireless Mobile Guide 2–5 Field Description type of markup language i t uses. HTTP Content Type This is similar to the HTTP Accepts field. Specifyi ng a markup langu age in this field e nsures that w hen CRM sends back a reply to the d evice, it tells it which markup language it is sending. Supports HTML Frames Spec[...]

Making De vices Kn own t o CRM 2–6 Sage CRM Device Input fo rm 2. Type a user agent in the Ty pe A New User Agent field. User Agen t fiel d 3. Click the Add button. The user agent is mapped to the device. Mapping Unassigned User Agents There may be some user agents specified in CRM that have not yet been mapped to devices. To map an unassigned us[...]

Wireless Mobile S c reen Cus tomizati on Wireless Mobile Guide 2–7 The unassigned user agent is now mapped to a device. Wireless Mobile Screen Customization Customizing Mobile Screens Note: This section describe s how to customize mobile screens for a PDA or BlackBerry. It does not apply to WAP scr eens. WAP screen customization is described in t[...]

Wireless Mobile S c reen Cus tomizati on 2–8 Sage CRM default Dashb oard screen for them. Yo u specify th at a Dashboard is availabl e to mobile users by select ing the Set As Mo bile checkbox on the D ashboard Details screen, and you can then create or modi fy the Dashboard in the usual way. For more information on setting up Dashboards for user[...]

Now you can… Wireless Mobile Guide 2–9  WAP Communication Box Long  WAP Communication Summary  WAP Communication Em ail Box  WAP Communication Status Box  WAP Communication L ist  WAP Communication To Do List  WAP Opportunity Search Box  WAP Opportunity Summary  WAP Opportunity Grid  WAP Opportunity Detail Box  [...]

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Wireless Mobile Guide 3–1 Chapter 3 Working with CRM from a Mobile Device In this chapter you will learn about:  Example mobile devices.  Logging on and logging off.  Basic screen elements.  Searching for inform ation.  Adding customer informat ion.  Mana ging y our ca lenda r.  Managing leads, opportunities, and cases.  V[...]

Logging Off 3–2 Sage CRM CRM Logon page 2. Enter your User Name an d Password and click the L og On button. You are logged on. By default, a successful logon displays the My CRM Calendar for today. CRM Calendar Logging Off To log off: 1. Select the Log Off main menu button at the top of the screen. You are also automatically logged off if you clo[...]

Moving A round Wireless Mobile Guide 3–3 Moving Around To effectively move around a CRM sy stem using a m obile device, you ne ed to be aware of the different areas of the scre en. The Basic Screen Elements This section explain s the different are as of a W ireless Mobile scre en. Menu Button Action Button Context Area Context List Hypertext Link[...]

Finding I nformation 3–4 Sage CRM Finding Information This section explain s how to perform a basic search an d gives some examples of how to find specif ic information. To find information: 1. Click on the Find menu but ton. 2. Select the item you want to search for from the context list. Options available are Company, Pe rson, Case, Op portunit[...]

Finding I nformation Wireless Mobile Guide 3–5 Search results A list of people m atching your search cri teria is displayed. 3. Click on the h ypertext link for Bil l Jones. The Person Summary page is displayed. Example: Finding an Opportunity To find an opportunity that is linked to a particular company: 1. Click on the Find men u button, and se[...]

Adding Custo mer Informati on 3–6 Sage CRM Opportunity linked to a Company 5. Click on the st atus icon to view th e opportunity detai ls. Adding Customer Information This section explain s how to add cu stomer informat ion and gives an example of adding a new contact to an existing company. To add information: 1. Click on the New button from the[...]

Adding Custo mer Informati on Wireless Mobile Guide 3–7 Company – Add Person 4. Complete the person details and select the Save button in the context area. Note: You can link opportunit ies, cases, le ads, and communicat ions to companies in the same way.[...]

Doing Your Work 3–8 Sage CRM Doing Your Work You can schedule tasks an d appointmen ts for yourself o r for a coll eague that are not linked to any particular entity. You can also create appointments and tasks that are linke d to specific companies, people, opportunities, c ases, and leads. This section provides an example of both and it provides[...]

Doing Your Work Wireless Mobile Guide 3–9 − Select the time the appointment is due to take place. − Then fill in th e details. − You need to scroll down to complete all the fields. − You can assign it to a colleague by selecting their name from the User field. − When you save it, t he communicat ion is saved in yo ur (or your colleague&[...]

Managing Leads , Oppor tu ni ties, and Cases 3–10 Sage CRM Managing Leads, Opportunities, and Cases To create a new lead, opportunity, or case: 1. Click on the New men u button, and select Lead , Opportunity, or Case from the list in the context area. New Opportunity 2. Type the details in the input form. You'll need to scroll down to comple[...]

Reporting Wireless Mobile Guide 3–11 To update an existing lead, opportunity, or case: 1. Find the lead, opportunity, or case and open the Summary page. Opportunity Summary page 2. Select the Edit action button from the context area. 3. Make the changes and select th e Save action button from the context area. Reporting CRM includes sample repo r[...]

Reporting 3–12 Sage CRM Sele ct Re port pa ge 4. Click on the hypertext link of the report you want to run. The report is displayed. Cases Open By Company Repor t - Chart You may need to scroll down to view the full report d etails. Cases Open By Company Report - Det ail Note: You can run any reports that you have created in CRM from your desktop[...]

Dashboard Wireless Mobile Guide 3–13 Dashboard You can define the Dashbo ard you want displayed on your mobile device from your desktop. To select a Dashboard fo r your mobile device: 1. From your desktop, open My CRM | Dashboard. 2. Select the Dashboard yo u wish to view on your mobi le device from the Dashboard drop-down list. The Dashboard Con[...]

Synchronizi ng with Mi crosoft Outlook 3–14 Sage CRM Synchronizing with Microsoft Outlook You can synchronize Microsoft Outlook appointments, tasks, and contact information with CRM appointments, tasks, and contact i nformation using your mobile device. To do this: 1. Ensure that synchronization cap abiliti es are set up between yo ur desktop and[...]

Now you can… Wireless Mobile Guide 3–15[...]

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Wireless Mobile Guide 4–1 Chapter 4 Working with CRM from a WAP Mobile Phone In this chapter you will learn about:  Moving around and logging on.  Finding contact inform ation.  Managing your Calendar.  Finding and progressing a Sales Opportunity.  Finding and progressing a case. Moving Around You must be familiar with the navigati[...]

Moving A round 4–2 Sage CRM Logging on To log onto CRM from your WAP ph one: 1. Enter the URL given to you by your Sys tems Administrato r. This usually looks like this: http://yourserver/yourapp 2. Bookmark the link. The CRM Logon page is displayed. CRM Logon page 3. Select the Logon ed it box, and enter your Logon ID and press on the left hand [...]

Finding Contact I nformation Wireless Mobile Guide 4–3 Finding Contact Information Once you have logged onto CRM from your phone, you can search for person and company contact in formation. Searching for a Person To look up a person's phone and address details: 1. Select the Person link from the Main Menu. 2. When the Person Search page is d[...]

Finding Contact I nformation 4–4 Sage CRM Searching for a Company The procedure for finding a compan y is similar to the procedure for finding a person. To search for a company: 1. From the Main Menu, selec t the Company link. 2. When the Company Searc h page is disp lay ed, select the Company Name edit box. The Text input screen is displayed. 3.[...]

Doing Your Work Wireless Mobile Guide 4–5 Doing Your Work You can keep track of your appointments and tasks in calendar or list mode. Navigating your Communications List To display your current list of tasks and appointments: 1. Select Communic ation from the Ma in Menu. The Communication Search page is display ed. Communication Search page You c[...]

Doing Your Work 4–6 Sage CRM The Communication Summary page for the communication is displayed. When you scroll down the page you can view the status, action (ty pe), date/time, and details of the communication. In addition, you can select: − The Continue link to return to the list of Communications that were returned from your se arch. − The[...]

Doing Your Work Wireless Mobile Guide 4–7 Changing the Status of a Communication As well as viewing information on your t asks and app ointments, you c an update their status. To change the status of a meeting from Pending to Complete : 1. Open the Communication Summary page. Communication Summary page 2. Select Edit fr om end of the page. The Co[...]

Finding and Progressi ng an Opportuni ty 4–8 Sage CRM Finding and Progressing an Opportunity There are a number of ways to find an opportunity, as follows:  From the Company Summary p age, select t he Opportunity link to view a list of Opportunities associated with t hat company.  From the Person summary page, s elect th e Opportuni ty link[...]

Finding and Progressi ng a Case Wireless Mobile Guide 4–9 Opportunity Progress 8. Change the Status to Wo n and the Stag e to Sale C losed. Add a t racking note providing addition al informat ion, and click t he Save link. The sales opportunity is updated. Finding and Progressing a Case There are a number of ways to find a case, as follows :  [...]

Now you can… 4–10 Sage CRM Now you can…  Move around and log on.  Find contact information.  Manage your calendar.  Find and progress a Sales Opportunity.  Find and progress a case.[...]

CRM Document Version Code: IMP-WIZ-ENG-600-1.0[...]