Sage Software 5.8 manual

Sage Accpac CRM 5.8 Self Service Guide[...]

© Copyright 2005 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[...]

Contents Chapter 1: Introduction What is CRM Se lf Service ....................................................... 1-1 Chapter Sum mary ......................................................... 1-2 Chapter 2: Getting Started Prerequisites for Self Service Implementations .................................... 2-1 Installing Self Service .............[...]

Now you can… ................................................................ 5-6 Chapter 6: Self Service Functionality Logging On .................................................................... 6-1 Anonymous Visitors ............................................................ 6-2 Newsletter .................................................[...]

Chapter 1 Introduction This guide is for Sage C RM Implementers. Please note that while the document refe rs to Sage CRM, CRM, or t he CRM system throughout, all functionalit y covered is al so relevant to Sa ge CRM MME, Sage Accpac CRM, and So ftline Accpac CRM. We assume t hat you have:  Experience in carrying out CRM implementations.  Prof[...]

What is CRM Self Service CRM Self Service Configuration Chapter Summary The table below gives a summary o f each chapter. Chapter Summary Getting Started An overview of prerequisit es for Self Service implementations, what happens when Self Service is installed, and other requirements for inst alling Self Service. The Self Service Web Site Advice o[...]

Chapter 2 Getting Started In this chapter you wi ll learn about:  Prerequisites for Self Service implementations.  Installing Self Service.  Requirements for setting up Self Service. Prerequisites for Self Service Implementations To run CRM Self Service you will need:  CRM installe d on a server with a v alid Self Service license k ey. [...]

Setting up Self Service for Self Service and lets you ass ign a Self Service logo n ID and password to them. Setting up Self Service Once Self Service h as been installe d, ther e are a number of tasks that need to be carried out m anually before CRM Self Service is fully funct ional. Steps inc lude:  Planning your Self Service Web site.  Rev[...]

Chapter 3 The Self Service Web Site In this chapter you wi ll learn about:  Planning a Self Service Web site.  Understanding basic Self Service archit ecture.  Creating and adding functional ity to a Self Service Web sit e. Planning a Self Service Web Site To begin creating a Self Service Web site: 1. Draw up design spec ifications for t h[...]

Understandi ng Basic Self Serv i ce Architecture Understanding Basic Self Service Architecture Before you proceed to customize the Self Service Web site, you need to have an understanding of basic Self Serv ice architecture. Accessing the Site Self Service functionalit y enables u sers to access the Self Service W eb site in Registered Mode or Anon[...]

Custo mizing t he Self Se rvic e Web S ite It is important to note that the EWARESS.JS file (rather than the ACCPACCRM.JS file) is referenced in a ll Self Service ASP pages. Fo r more information on t he ACCPACCRM.JS and EWA RESS.JS fi les, please refer to t he Developer Guide . Customizing the Self Service Web Site The functionality available in t[...]

Now you can… With the Extensibility Module With the Extensibi lity Module, yo u can us e the complete set of eWare blocks to add extra functionality to your Self Service site. You reference the blocks in ASP pages in the same way as you do within standard CRM. One difference, however, is that you reference the EWARESS.JS file (rather t han the AC[...]

Chapter 4 Self Service Security In this chapter you wi ll learn about:  Self Service security. Application Level Security CRM offers a number of security and access opt ions at th e application lev el.  Server Level Security. C RM supports all industry server security stand ards, and there are a n umber of m ethods availabl e to secure the Se[...]

Now you can… Now you can…  Explain Self Service security. 4–2 Sage CRM[...]

Chapter 5 Self Service Administration in CRM In this chapter you wi ll learn about:  The Self Service adm inistration area in CRM.  Enabling people for Self Service.  Enabling companie s for Self Serv ice. Self Service Administration The Self Service adm inistration area in CRM contain s three tabs.  Visitor List. This tab enable s you [...]

Self Service Administration Visitor List page show ing anonymous visitors  Search for individual v isitors by their last name. Visitors List page showing a search result  View and Edit visitor details, by clicking on the L ast Name or First N ame hypertext links. Note t hat selecting t he Person hypertext link brings you to the Person Summary[...]

Self Service Administration The Self Servi ce Configuration page is displayed. Self Service Configuration page 3. Select the Change button. 4. Enter the changes and select the Save button. The table below explains the standa rd fields on the Se lf Service Configuratio n page. Field Description Database Driver The type of driver on which the Se lf S[...]

Enabling a Person for Self Servi c e Visitor Maintenance Suppose you want to remove all anonymou s visitors who have not visited your Web site in the past six months from the Visitor List. To remove anonymous visitors: 1. Select the Visitor Maintenance ta b. 2. Type 6 in the Delete Visitors f ield. Visitor Maintenance page 3. Select the Delete butt[...]

Enabling a Person for Self Servi c e Self Service p a ge before user i s enabled 3. Select the Se lf Service Enab led checkbox. You can change the person’s login ID and password by typing the new values in the Logon ID an d Password fields. 4. Select the Save button. The person is enabled for Self Service. 5. The next time you se lect the Self Se[...]

Enabling a Company for Self Service Enabling a Company for Self Service You can also enable companies for Self S e rvice. You do this in the same way as you enable a person, exc ept that you do it while yo u are in the Company context. Now you can…  Carry out Self Service adm inistration tasks.  Enable people for Se lf Service.  Enable c[...]

Chapter 6 Self Service Functionality In this chapter you wi ll learn about:  The Self Service functionality a vailable to anonymous vi sitors and regis tered visitors. Logging On The following examples illustrate a typ ica l Self Service Web site, the functionality contained in it, and how visitors navigate it. The Self Service Web site has been[...]

Anonymous Visitors Anonymous Visitors Anonymous visitors are visitors who are not register ed as CRM Self Serv ice users and who, therefore, do not have a logon ID or password to acc ess certain areas of the Self Service site. The fo llowing example illustrates what functio nality can be designed specifically for anonymous users. Not e: This functi[...]

Registered Vi sitors Newsletter input form 3. Select the Save button. When you do this, the info rmation typed by the visitor is registere d as a lead in CRM. From here, the lead can be assigned to a CRM user, the visitor can be converted to a Person in CRM and the lead can be eventually converted into an opportunity. Lead Summary page Registered V[...]

Registered Vi sitors  View product info rmation.  View and cha nge some of their pro file details. Reviewing Existing Cases To access the Support area of the Self Ser vice site: 1. Open the Self Service W eb site and select the Support tab. The Support logon page is displayed. Support logon page 2. Type your User Name and Password and click t[...]

Registered Vi sitors Problem details 4. Select the Change button. The Problem Details input form is displayed in edit mode. Problem Details in edit mode 5. Add more information or amend the current details, and select the Save button. Changed Problem Details The case details are change d on the Self Service Web site an d the changes are immediately[...]

Registered Vi sitors Case Summary page Logging a New Case To log a new case while you are still logged onto the Support area: 1. Select the Re port a Problem hypertext l ink. The Report a Problem form is displayed. As yo u can see, the case is assigned a ReferenceID by default. Problem Details input form 2. Type in the problem det ails, and select [...]

Registered Vi sitors 2. Complete the Description, Details, an d Customer Ref fields, and select a product from the Product list. Request Information input form 3. Select the Save button. The request for in formation is subm itted to CRM, w hich results in a n ew Opportunity being created. The opportunity can then be assigned to a C RM user and the [...]

Now you can…. Solutions list 3. Click on the solut ion hypertext link to v i ew the details. Note that you can use the Continue button to return to the Search page. Solu tion d etai ls Now you can….  Describe the Self Service functionality available to anonymous visitors and registered visitors. 6–8 Sage CRM[...]

CRM Document Version Code: IMP-SEL-ENG-580-1.0[...]