Sage Software 5.8 manual

Sage Accpac CRM 5.8 Wireless Mobile 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 Introduction ................................................................... 1-1 Chapter Sum mary ......................................................... 1-2 Chapter 2: Getting Started Prerequisites .................................................................. 2-1 Mobile Devices ..........................[...]

Managing Leads , Opportunities, and C ases ...................................... 3-10 Reporting .................................................................... 3-11 Running a Report .......................................................... 3-11 Dashboard .................................................................... 3-13 Synchronizing [...]

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 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 that:  Users operate PDA devices or WAP-enab led mobile p hones[...]

Introducti on infrared connection through your mobile phone or an integrated d ata connection. Chapter Summary The table below gives a summary o f each chapter. Chapter Summary Getting Started Outlines the steps that user s and system administrators need to take in order to a ccess CRM from a PDA or mobile phone. Working with CRM from a PDA How to [...]

Chapter 2 Getting Started In this chapter you wi ll 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 installe d on a server with a v alid Wire less Mobile l icense ke[...]

Mobile Devic es Mobile Devices In addition to all WAP-enabled mobile p hones, CRM's Wir eless Mobile solution supports the following PDA devices: Device Example Pocket PC HP iPAQ Other Any other mobile device with a browser that supports WML 1.1 Enabling Users All users who want t o access C RM from a mobi le device need to be enabled to do so[...]

Making De vices Kn own t o CRM Making Devices Known to CRM Setting Up New Devices It is unlikely that you 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 icient for the range o f mobile d[...]

Making De vices Kn own t o 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 a uni que marku[...]

Making De vices Kn own t o CRM Field Description type of markup language it 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 Specify whether or not the device[...]

Making De vices Kn own t o CRM Device Input form 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 user agent: 1. Fro[...]

Wireless Mobile S c reen Cus tomizati on Wireless Mobile Screen Customization Customizing PDA Screens Note: This sect ion does not apply to W AP screens. WAP screen customization is described in the Customizing WAP Scre ens section later in this chapter. A typical CRM installati on includes defaul t user interfaces for different types of mobile dev[...]

Wireless Mobile S c reen Cus tomizati on To enable/disable the availability of a block to mobile: Note: An EIS or D PP license i s required for block customization. 1. Select Admin istration | Cust omizatio n | <Entity> | Blocks, and open the Maintain Block Definition page for the block you want to enable or disable for mobile users. 2. Selec[...]

Wireless Mobile S c reen Cus tomizati on  WAP Communication L ist  WAP Communication To Do List  WAP Opportunity Search Box  WAP Opportunity Summary  WAP Opportunity Grid  WAP Opportunity Detail Box  WAP Case Search Box  WAP Case Summary Screen  WAP Case Detail Box  WAP Case Gr id  WAP Case Progress Box Wireless Mob[...]

Now you can… Now you can…  List the mobile devices supported by CRM.  Get URLs for accessing CRM.  Make devices known to CRM.  Customize Wireless Mobile screens. 2–10 Sage CRM[...]

Chapter 3 Working with CRM from a PDA In this chapter you wi ll learn about:  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.  Viewing reports.  Select a Dashboard for your PDA.  Synchron[...]

Logging Off 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 close the browser window or navig[...]

Moving A round Moving Around To effectively m ove around a CRM system us ing a PDA, yo u need to be aware of the different areas of the screen. The Basic Screen Elements This section explain s the different areas of a W ireless Mobile screen for PDAs . Menu Button Action Button Context Area Context List Hypertext Link Menu Buttons . You c an move d[...]

Finding I nformation Finding Information This section explain s how to perform a basic search and gives some examples of how to find specif ic informat ion. 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 ar e Company, Pe rson, Case, O pportunity, an d Lead. [...]

Finding I nformation Search results A list of people m atching your search cri teria is displayed. 3. Click on the h ypertext link for B ill 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 lect Company from the li st[...]

Adding Custo mer Informati on Opportunity linked to a Company 5. Click on the st atus icon to view the opp ortunity detai ls. Adding Customer Information This section explain s how to add cu stomer informat ion and give s an example of adding a new contact to an existing com pany. To add information: 1. Click on the New button from the top of the s[...]

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

Doing Your Work Doing Your Work You can schedule tasks an d appointmen ts for yourself o r for a col league 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 an overview of[...]

Doing Your Work − Select the time the appointment is due to take place. − Then fill in t he details. − You need to scroll down to complete all the fields. − You can assign it to a collea gue by selecting their name from the User field. − When you save it, t he communicat ion is saved in your (or your colleague's) My C RM work area. N[...]

Managing Leads, Oppor tunities, and Cases 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 complete all of the detail[...]

Reporting 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 rts in various categories, for[...]

Reporting 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 - Deta il 3–12 Sage CRM[...]

Dashboard Note: You can run any reports that you have created in CRM from your desktop on your mobile device. You run them in the same way as yo u run sample reports. Dashboard You can define the Dashbo ard you want displayed on your PDA from your desktop. To select a Dashboard for your PDA: 1. From your desktop, open My CRM | Dashboard. 2. Select [...]

Now you can… Synchronizing with Microsoft Outlook You can synchronize Microsoft Outlook appointments, tasks, and contact information with CRM appointments, tasks, and contac t information using your PDA. To do this: 1. Ensure that synchronization cap abiliti es are set up between yo ur desktop and PDA. (Refer to t he documentation accompanying yo[...]

Chapter 4 Working with CRM from a Mobile Phone In this chapter you wi ll 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 navigation elements on your WAP-enabled[...]

Finding Contact I nformation http://companyipaddress/y ourserver/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 button below OK. When the CRM Logon page is displayed , enter your Password and click on the left hand button. 4. Scroll down[...]

Finding Contact I nformation 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 displayed, select the L ast Name edit box. 3. Enter the first letter of the person's last name and sel ect the Search link at the end of the page. The Person S[...]

Finding Contact I nformation Searching for a Company The procedure for finding a company 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. Enter the first[...]

Doing Your Work 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 can set View Mode to Day or W[...]

Doing Your Work 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 Edit link to c[...]

Doing Your Work Changing the Status of a Communication As well as viewing information on yo ur tasks 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 Communication Edit page is dis[...]

Finding and Progressi ng an Opportuni ty Finding and Progressing an Opportunity There are a number of ways to find an opportunity, as follows:  From the Company Summ ary page, select t he Opportunity link to view a list of Opportunities associated with t hat company.  From the Person summary page , select th e Opport unity link to vie w a lis[...]

Finding and Progressi ng a Case Opportunity Progress 8. Change the Status to Wo n and the Stag e to Sale C losed. Add a tr acking 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 :  From the Company Summ ary pa[...]

Now you can…  Manage your calendar.  Find and progress a Sales Opportunity.  Find and progress a case. 4–10 Sage CRM[...]

Chapter 5 WAP Browsing CRM from a PDA In this chapter you wi ll learn about:  Prerequisites for WAP bro wsing CRM from a PDA.  Setting up a connection to an ISP from a PDA.  Establishing a connection to the Internet.  Using a WAP browser to access CRM fr om a PDA. Prerequisites The main benefits of using a WAP brow ser on your PDA rathe[...]

Setting Up a Connecti on Setting Up a Connection The following steps focus sp ecifically o n connection settings for t he iPAQ Pocke t PC, but it is possible to set up a connection from any PDA dev ice. Refer to your PDA user guide for devic e-specific instructions. To set up a connection: 1. From your iPAQ, select Start | Setti ngs | Connections a[...]

Setting Up a Connecti on My Connectio n – Page O ne Page two of the My Connect ion screen is displayed. The default settings on this page should be suit able, but you ca n change them if you wi sh. My Connect ion – Page Tw o 6. Click on the Finish button. 7. Open the Modem Connections screen and click on the Dialing tab at the bottom of the pag[...]

Connecting Dialing Patterns screen 10. Click OK. You are now ready to use a WAP brow ser from your PDA. Connecting The following steps describe how to co nnect to the Internet from an iPAQ (but you can do this from any PDA device) using your mobile phone a s the "modem". Refer to your PDA user guide for device-specific instru ctions. To c[...]

WAP Browsing from a PDA WAP Browsing from a PDA To start WAP browsing from a PDA: 1. Open the WAP browser. 2. Type in the URL supplied by your Sy stem Administrator fo r accessing CRM via a dial-up connection. Once the CR M welcome screens h ave displayed, you can log on as normal. CRM Logon 3. The CRM Main Men u is displayed. CRM Main Menu Now you[...]

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