Sage Accpac CRM 5.
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Contents Chapter 1: Introduction What is CRM Self Service ....................................................... 1-1 Chapter Summary ......................................................... 1-2 Chapter 2: Getting Started Prerequisites for Self Service Implementations .................................... Installing Self Service .......................................................... Setting up Self Service .......................................................... Now you can… .........................
Now you can… ................................................................ 5-6 Chapter 6: Self Service Functionality Logging On .................................................................... 6-1 Anonymous Visitors ............................................................ 6-2 Newsletter ................................................................. 6-2 Registered Visitors ............................................................. 6-3 Reviewing Existing Cases ..............................
Chapter 1 Introduction This guide is for Sage CRM Implementers. Please note that while the document refers to Sage CRM, CRM, or the CRM system throughout, all functionality covered is also relevant to Sage CRM MME, Sage Accpac CRM, and Softline Accpac CRM. We assume that you have: Experience in carrying out CRM implementations. Proficiency in customizing CRM systems.
What is CRM Self Service CRM Self Service Configuration Chapter Summary The table below gives a summary of each chapter. 1–2 Sage CRM Chapter Summary Getting Started An overview of prerequisites for Self Service implementations, what happens when Self Service is installed, and other requirements for installing Self Service. The Self Service Web Site Advice on designing a Self Service Web site. Self Service Security An overview of Self Service security mechanisms.
Chapter 2 Getting Started In this chapter you will 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 installed on a server with a valid Self Service license key. The same server software as for a typical CRM installation. Refer to the System Administrator Guide for more information.
Setting up Self Service for Self Service and lets you assign a Self Service logon ID and password to them. Setting up Self Service Once Self Service has been installed, there are a number of tasks that need to be carried out manually before CRM Self Service is fully functional. Steps include: Planning your Self Service Web site. Reviewing Self Service security issues. Configuring Self Service administration settings. These are described in more detail in the next chapters.
Chapter 3 The Self Service Web Site In this chapter you will learn about: Planning a Self Service Web site. Understanding basic Self Service architecture. Creating and adding functionality to a Self Service Web site. Planning a Self Service Web Site To begin creating a Self Service Web site: 1. Draw up design specifications for the look and feel of the Web site, as well as for the functionality the customer requires on the site. 2.
Understanding Basic Self Service 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 Service architecture. Accessing the Site Self Service functionality enables users to access the Self Service Web site in Registered Mode or Anonymous Mode: Registered Mode.
Customizing the Self Service Web Site It is important to note that the EWARESS.JS file (rather than the ACCPACCRM.JS file) is referenced in all Self Service ASP pages. For more information on the ACCPACCRM.JS and EWARESS.JS files, please refer to the Developer Guide. Customizing the Self Service Web Site The functionality available in the Self Service site and the extent to which you can customize it depends on whether you have the Extensibility Module.
Now you can… With the Extensibility Module With the Extensibility Module, you can use 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 than the ACCPACCRM.JS include file) on all ASP pages.
Chapter 4 Self Service Security In this chapter you will learn about: Self Service security. Application Level Security CRM offers a number of security and access options at the application level. Server Level Security. CRM supports all industry server security standards, and there are a number of methods available to secure the Self Service server. − SSL (Secure Sockets Layer) encryption can be employed to secure data sessions with client users.
Now you can… Now you can… 4–2 Sage CRM Explain Self Service security.
Chapter 5 Self Service Administration in CRM In this chapter you will learn about: The Self Service administration area in CRM. Enabling people for Self Service. Enabling companies for Self Service. Self Service Administration The Self Service administration area in CRM contains three tabs. Visitor List. This tab enables you to view a list of registered and anonymous visitors and view and edit visitor profiles. Self Service Configuration.
Self Service Administration Visitor List page showing anonymous visitors Search for individual visitors by their last name. Visitors List page showing a search result View and Edit visitor details, by clicking on the Last Name or First Name hypertext links. Note that selecting the Person hypertext link brings you to the Person Summary page. Change Visitor page View and edit visitor profiles. The type of information that can be viewed depends on the particular implementation.
Self Service Administration The Self Service 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 standard fields on the Self Service Configuration page. Field Description Database Driver The type of driver on which the Self Service database sits. Database Server The name of the server on which the Self Service database sits. Database Name The name of the Self Service database.
Enabling a Person for Self Service Visitor Maintenance Suppose you want to remove all anonymous 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 tab. 2. Type 6 in the Delete Visitors field. Visitor Maintenance page 3. Select the Delete button. You are asked if you are sure you want to proceed with the deletion. Visitor Maintenance page 4. Select the Confirm Delete button.
Enabling a Person for Self Service Self Service page before user is enabled 3. Select the Self Service Enabled checkbox. You can change the person’s login ID and password by typing the new values in the Logon ID and Password fields. 4. Select the Save button. The person is enabled for Self Service. 5. The next time you select the Self Service tab for that person, Self Service and Person details are displayed.
Enabling a Company for Self Service Enabling a Company for Self Service You can also enable companies for Self Service. You do this in the same way as you enable a person, except that you do it while you are in the Company context. Now you can… 5–6 Sage CRM Carry out Self Service administration tasks. Enable people for Self Service.
Chapter 6 Self Service Functionality In this chapter you will learn about: The Self Service functionality available to anonymous visitors and registered visitors. Logging On The following examples illustrate a typical Self Service Web site, the functionality contained in it, and how visitors navigate it. The Self Service Web site has been designed for a company called Panoply Technologies, a Dublin-based wireless and Internet software provider.
Anonymous Visitors Anonymous Visitors Anonymous visitors are visitors who are not registered as CRM Self Service users and who, therefore, do not have a logon ID or password to access certain areas of the Self Service site. The following example illustrates what functionality can be designed specifically for anonymous users. Note: This functionality is not currently implemented in the demo. Anonymous users can be given access to certain areas of the Web site.
Registered Visitors Newsletter input form 3. Select the Save button. When you do this, the information typed by the visitor is registered 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.
Registered Visitors View product information. View and change some of their profile details. Reviewing Existing Cases To access the Support area of the Self Service site: 1. Open the Self Service Web site and select the Support tab. The Support logon page is displayed. Support logon page 2. Type your User Name and Password and click the Login button. A message displays to inform you that you logged on successfully. A list of your recent customer case issues and opportunities is displayed.
Registered Visitors 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 changed on the Self Service Web site and the changes are immediately reflected in CRM.
Registered Visitors Case Summary page Logging a New Case To log a new case while you are still logged onto the Support area: 1. Select the Report a Problem hypertext link. The Report a Problem form is displayed. As you can see, the case is assigned a ReferenceID by default. Problem Details input form 2. Type in the problem details, and select the Save button. The new case is logged. Requesting Information To request information on a specific product while still logged onto the Support area: 1.
Registered Visitors 2. Complete the Description, Details, and Customer Ref fields, and select a product from the Product list. Request Information input form 3. Select the Save button. The request for information is submitted to CRM, which results in a new Opportunity being created. The opportunity can then be assigned to a CRM user and the request for information dealt with. Finding Solutions Registered users can search the CRM Knowledge Base to find solutions. To find a solution: 1.
Now you can…. Solutions list 3. Click on the solution hypertext link to view the details. Note that you can use the Continue button to return to the Search page. Solution details Now you can…. 6–8 Sage CRM Describe the Self Service functionality available to anonymous visitors and registered visitors.
CRM Document Version Code: IMP-SEL-ENG-580-1.
