Admin Guide

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Admin Guide

– CONTENTS –

Contents of Admin Guides   This page presents all the admin guides. The headers and order of the guides have been adapted from the admin settings panel – in addition, there are independent sections for the guides about module-specific settings and features, add-ins and portals. Note, that these guides are for system administrators – therefore […]

Admin Guide

Activating Languages in the System

Managing the Language Versions It is possible to use the CRM system in several different languages. You can set languages active or inactive in the Module Manager: Settings → Module Manager. By default, the tab Modules is first shown in the Module Manager, but you can manage the translations by selecting the Languages tab (see picture below). […]

Admin Guide

Approval Queue

Approval Queue With approval queues you can manage entities by having them approved by certain user(s) before it can be used. Approval queues are always created as custom work, but an admin can then manage the user permissions of the queues. For a new approval queue you’ll need to determine the information that needs to be locked and approved, […]

Admin Guide

Automatic Emails

Automatic Emails From the CRM In CRM it is possible send automatic emails based on email templates to predetermined target groups. The emails can also have online surveys (Q&As) linked to them to gather important information regarding e.g. a campaign or event. There are two ways to send and automate emails: The email is sent based […]

Admin Guide

Completing Contact Information When Creating an Activity

Completing contact information when creating an activity With this functionality the user can update missing information while booking a meeting or making any other activity in the CRM. An admin is able to determine which fields of a contact card need to be completed if an activity is created for the contact. When an user is […]

Admin Guide

Consolidated Invoicing Module Tool

Consolidated Invoicing Module Tool With Consolidated Invoicing module tool, you can combine sales orders or quotes of the same account into one invoice from the account card.  It is also possible to use parameters to determine default values for the new invoice (e.g. subject). The tool, like all the module tools, can be created in Settings […]

Admin Guide

Contact Center: Settings and Actions

Campaign Settings and Actions in Contact Center In addition to the regular modules, an admin user in Contact Center can see the Admin module, where it is possible to manage campaign settings. These include i.a. assigning the agents to campaigns, activating survey and email templates and determining tools and other settings for the campaign. The […]

Admin Guide

Convert Lead

Convert Lead Module Tool A lead in CRM system can be easily converted to a contact, account, potential or all of these. For this you’ll need to create a module tool and map out, which information in the lead’s fields will be copied for the contact/account/potential. The tool, like all the module tools, can be created […]

Admin Guide

Creating and Editing Activity Types

Creating and Editing Activity Types Introduction There are two different types of activities in the CRM, events and tasks (= To Do). These two differ in such a way, that events always have starting and ending times and they book this time in the user’s calendar. Tasks on the other hand are used to write down the due […]

Admin Guide

CRM to CRM Customer Data Synchronization

CRM to CRM Customer Data Synchronization (Data Import) In CRM-service system it is possible to activate an import function to synchronize customer and contact data between two separate CRM systems. This enables updating customer and contact data by the information in a source CRM. You can manage the update rules in Settings → CRM – CRM Data Import. In […]

Admin Guide

CSV Import

Importing CSV files CSV data importing is supported in many modules in the CRM system. The Import button  is located in the toolbar at top of the page of every module. The visibility of the tool is determined in user profiles, where an admin user can set users’ rights for the tool (for more information, see the guide System […]

Admin Guide

Currencies

Configuring Currencies You can create, edit and delete currencies used in offers, sales orders and invoices in Settings → Currencies. The Currencies List shows the currencies added in the system (see picture below). Euro is the default currency of the system and therefore can not be edited or deleted. Other currencies have buttons for editing  and […]

Admin Guide

Currencies in Roles and Provisions

Attaching Currencies to Roles and Provisions The currencies available for different roles and used in provisions are managed in Settings → Currencies in Roles and Provisions. In the settings the currencies available for viewing and use are determined for each role separately (see the picture below). There can only be one currency for the provision.

Admin Guide

Document Templates – Using Tags in ODF/OOXML Templates

Template Management For example the Word (.docx, .rtf) and Excel (.xlsx) files and PDF and Open Document format files can be used as document templates for quotes, sales orders, invoices, support tickets, campaigns and invitation events. The templates can be prefilled with images and text. In addition, you can use different tags in the document to […]

Admin Guide

Document Templates – Convert ODF / OOXML to PDF

Convert ODF/OOXML to PDF General An admin user can create a conversion tool in the Document Templates that converts ODF/OOXML files to PDF when you open the template from the CRM. Any file in a right format can be converted. The template can include the company logo and layout, as well as fixed text. For more information […]

Admin Guide

Downloading the Outlook Add-in

Outlook Add-in With the CRM-service Outlook Add-in it is possible to synchronize an Outlook account with a CRM account. The elements that can be synchronized are calendar activities and e-mails and their attachments (from Outlook to CRM). The Add-in provides Outlook with tools to link CRM information and entities with new appointments and e-mails to […]

Admin Guide

Dynamic Field Formulas

Dynamic Field Formulas Introduction With Dynamic Field Formulas, you can for example count values, create conditional clauses, edit fields’ information, etc. within a single CRM-service entity. With Dynamic Fields Formulas you can also seek information from an another module to the entity or count values for rows. It’s also possible to have a certain information field to show at the […]

Admin Guide

Dynamic Fields

Dynamic Fields Introduction With dynamic fields, you can set fields visible or hidden under certain conditions. Every field is visible by default, but with dynamic fields you can determine situations, in which some fields will not be visible at all – or on the contrary, in which the fields will be visible and even mandatory. The […]

Admin Guide

Editing and Dividing the More Information Tab

Editing and Dividing the More Information Tab Introduction Every entity in every module in the CRM has a More Information tab. By default, this tab shows information about other modules’ entities that are linked to the particular entity: for instance the More Information tab of an account could show all the invoices (and contacts, activities, etc.) […]

Admin Guide

Email Contact Portal Admin Settings

Admin Settings in Email Contact Portal (ECP) In the admin settings of the Email Contact Portal alias massmailing portal, you can manage the following settings, among others: Contact Portal users List Types Settings Web tracking E-mail sender address. The admin settings can be found at the right edge of the top menu in the Site Admin section. […]

Admin Guide

Email Templates

Email Templates Several CRM modules and features handle and send emails, including the following: Modules Email, Target Groups, Campaigns and Invitation Events Send email template -module tool Discussion typed fields Portal Settings; emails concerning the support and self service portals Additional Settings; the field Email template for user password The permanent Change Comments template, which […]

Admin Guide

Entity Archiving

Entity Archiving Introduction The entities’ archiving function makes working with CRM quick search fields easier by separating older entities from the more recent ones. When an entity has been archived, it won’t show in the global or module-specific searches. Archiving will not delete or modify the entity, however, instead the entity will show normally e.g. […]

Admin Guide

Entity’s Owner

Entity Owner Settings In the CRM-service system there is only one owner or assignee for every entity (Account, Contact, Sales Order, etc.). The owner can either be an individual user or a group. Every entity’s assignee settings can be edited in the module’s settings by clicking the Settings button  in the right module and then selecting the […]

Admin Guide

Examples of Dynamic Field Formulas

Examples of Dynamic Field Formulas On this page, there is a small collection of examples of some commonly used dynamic field formulas. The formulas might not be fit for every need as they are, but they show you the way of how the similar formulas can be written. The formulas in this guide are written […]

Admin Guide

Field Translations

Translating the Fields of the Modules The default language in the CRM system is English and therefore some of the fields in the modules may show in English when not translated individually. You can do and improve the translations to different languages in Settings → Translate Fields. The picture below shows the field translations of the Accounts […]

Admin Guide

General Instructions for Support Portal

CRM-service’s Support Portal Introduction This guide provides guidance and remarks concerning the CRM-service’s own support portal. A similar portal for managing the support matters is however available for every CRM-service system, and some parts of this guide will apply also for those. Please contact your reseller to learn more about the Support Portal in general. […]

Admin Guide

Global Translations

Managing Global Translations With Global Translations it is possible to alter and translate commonly used terms and for example the menu titles in the CRM system. Therefore, they should not be used to make larger translations of the system but to adjust the terminology. You can examine and edit the Global Translations in Settings → under […]

Admin Guide

Home Page Dashboard Settings

Settings for Dashboard Views You can adjust the settings and functioning of the graphs and reports shown on the users’ home pages in Settings → Dashboard. Graph Settings Chart colors – There are a few options for the colours used on the home page graphs to pick from. Invoice charts – Determine the invoice states that are seen […]

Admin Guide

Information Security – IP Permissions

Managing IP Permissions You can manage IP permissions in Settings → IP Permissions. If there aren’t any permissions (denied or allowed IP addresses) determined, the system will allow signing in from any IP address. By default, the system allows only CRM service provider’s IP addresses whose types are Permanent. Every change in permissions (creating, editing and […]

Admin Guide

Installing Outlook Add-in as a MSI file

Outlook Add-in Installation as a MSI File The Outlook Add-in can be downloaded as a MSI file (in a ZIP file) using the following link: Outlook AddinMsi (v. 7.24). The MSI file is installed on the command line with the following command: msiexec /i CRMOutlookAddinSetup.msi /quiet The Outlook Add-in settings can be preset in the Outlook GUI without […]

Admin Guide

Interest Groups

Creating and Managing Interest Groups Interest Groups can be used to create different links between CRM entities. Their purpose is to ease up the visibility and handling of different account and contact links, since all possible linkings simply can not be seen in the entity’s information. You can use a interest group e.g. when a […]

Admin Guide

Invoicing Purchase Orders

Invoicing purchase orders through quotes CRM-service offers the possibility to copy product rows from purchase orders to quotes by selecting the orders under Projects and Additional Information –tab. This enables the user to move multiple product rows from different purchase orders to a quote and make sure that all the information stays the same. Below […]

Admin Guide

Layout Editor

Layout Editor Introduction The layout of each module can be fully customised in a way that best works for you. The module’s entity cards, meaning e.g. a single account’s information on the Accounts module, consist of blocks and fields in them. You can edit edit, add, hide and remove the fields, and additionally, change their grouping and order in […]

Admin Guide

Mail Scanner

Configuring and Using the Mail Scanner The Mail Scanner function can be used to create trouble tickets to CRM from the received emails of a certain email account. With scanner conditions and actions it is possible to identify the emails that should be scanned and perform the right actions to create the tickets. When the […]

Admin Guide

Managing and Creating Document Templates

Creating Document Templates You can manage RTF, PDF, Excel (XLSX) and ODF/OOXML templates used in the CRM system in the Document Template settings: Settings → Document Templates. In the settings you can see all the created templates, which can be edited deleted and activated/disabled (see the picture below). You can add a new template by clicking the Add […]

Admin Guide

Mobile Settings

Adjusting the Mobile Interface The settings of the mobile version of the CRM system can be examined and edited in Settings → under the Other Settings Mobile settings. The picture below shows the settings of the mobile version that can be edited. When changes are made, remember to click the Save button at the top right […]

Admin Guide

Module Entity Numbering

Module Entity Numbering Introduction The entities in CRM modules are numbered automatically in the order they are created. Each module has their own independent numbering. By default, the number of the entity consists of a prefix and the actual number. The prefix is the same for every entity in the same module, but the number […]

Admin Guide

Module Manager

Module Manager You can select the modules that are visible and active in the system (interface) in Settings → Module Manager. By default the tab Modules is first shown in the Module Manager (see the picture below). On this tab you can set the modules visible and usable by ticking the checkbox active . Most of the modules also […]

Admin Guide

Module Tool Parameters and Settings

Module Tool Parameters and Settings This guide is about defining module tools’ parameters and other possible tool-specific settings. For more information about the module tools in general, see the guide Module Tools. There is also a separate guide for creating and using the Convert Lead tool, Convert Lead. Parameters You can set parameters for the module tool to […]

Admin Guide

Module Tools

Module Tools This guide concerns the module tools in general and the settings for showing and running them. For more information about defining the parameters and possible other settings for the tools, see the guide Module Tool Parameters and Settings. With module tools it is possible to create tools for entity cards (= information view of […]

Admin Guide

Outlook Add-In Setup

Outlook Add-in Setup It is possible to synchronize your calendar and emails in CRM with the calendar and emails in your Outlook account. To do this, you’ll need to download and install the CRM Add-in for Outlook (you can find the download links in the guide Downloading the Outlook Add-in). When the add-in is downloaded and […]

Admin Guide

Percent Steps Based Commission

Percent Steps Based Commission This guide concentrates on setting up volume based commission groups. You can find more information about other provision settings and provision calculation in general in Provision Calculation. According to percent steps based provision model, the provision is defined gradually by the number of realized transactions (= sales orders). If the monthly […]

Admin Guide

Permissions – Business Intelligence

CRM-Service Analytics (Business Intelligence) Introduction CRM-Service Analytics (Business Intelligence) is a chargeable plugin for the CRM-service system. The BI module contains tools for online analysis of the CRM data in different views. The technology used is based on the best BI-technology on the market, QlikView. BI permissions are always personal (named CRM-service user). These users’ permissions […]

Admin Guide

Permissions – Custom Reports

Custom Report Permissions Custom report permissions can be edited in Settings → Custom Report Permissions. Select from dropdown menu the User Sales Group you want to edit. Click the Hae (Search) button and you will get the list of users in the current sales group. If a user has not been attached to any sales group, they […]

Admin Guide

Picklist Editor

Picklist Editor Picklists can be created in the layout editor of the module. You can add, edit and remove the values in this picklist in the picklist editor by clicking the edit button  on the picklist’s row (see the picture below). Another way to get to the picklist editor is through settings (Settings → Picklist Editor), but this option does not show the […]

Admin Guide

Portal Settings

Managing Portal Settings The CRM Support and Self Service Portals’ profiles, fields and other settings can be managed in Settings → Portal Settings. The settings shown in the main view (see the picture below) depend on which portals are used with the CRM. The settings in the upper block are always shown if at least one […]

Admin Guide

Product Based Commission

Product Based Commission This guide concentrates on setting up volume based commission groups. You can find more information about other provision settings and provision calculation in general in Provision Calculation. Like with all the provision groups, creating and managing the product based commission is done in Settings → Provision Groups. In product based commission, there are no […]

Admin Guide

Product Select Popup Customization

Product Select Popup Customization The categories and fields shown in the product select popup can be determined in the settings. The fixed categories of the products can be used in the popup, and this way you can use both the Search field and the categories to filter the products. The product select popup customization can be […]

Admin Guide

Project Settings

Project Settings It is possible to determine versatile permissions and restrictions to project functions in Profiles’ settings and Additional settings. With these settings, it is easy to either grant access or hide some functions from certain basic users, e.g. based on their job description on the project. An admin has always access to all project […]

Admin Guide

Provision Calculation

Managing Provision Calculations Managing different provision models is based on provision groups. The system enables managing four different parallel provision models for the users. The provision model of the user is determined by the provision group they are linked to. Each user belongs to a maximum of one provision group, which means that a user […]

Admin Guide

Q&A Templates

Q&A Templates  With the survey templates attached to an email it is possible to gather information from the contacts regarding e.g. a campaign or an invitation event. For more information about linking the QA template to an email and sending and automating the emails, see the guide Automatic Emails. Creating and editing the QA templates […]

Admin Guide

Related Lists

Related Lists Introduction The More Information tabs in each module have permanent default views, which show information related to the entity. Even though these views are handy, they might not always show the right things from the right perspective: a permanent view could e.g. show all the activities of the contact, but the need might be […]

Admin Guide

Reporting Contact Center Data in CRM

Reporting Call Results in CRM In addition to the numeric reports in the portal, the results of the calls performed in Contact Center can also be reported in CRM. This can be done with the report generator and with related lists on the More Information tabs of Accounts, Contacts and Campaigns. Report Generator Building a […]

Admin Guide

Sales Organization Access

Managing Sales Organization Access Sales organization permissions are applied to Custom reports and Business Intelligence reports. Sales organization permissions can be created in Settings → Sales Organization Access. The users are listed in the view by sales groups; you can search for a certain by selecting a sales group and if wanted, a text to search. If […]

Admin Guide

Sales Organization Hierarchy

Sales Organisation hierarchy In the CRM-service system, you must set up a hierarchy of the sales organization structures. The system users are linked to this structure on different organization levels. Users do not have to belong to any sales organization structure. In that case they will not have permissions for example to any Custom reports […]

Admin Guide

Scheduled Tasks

Scheduled Tasks With scheduled tasks it is possible to automatize the use of target groups. You can for example set a target group to update automatically at certain time intervals and/or automatically create activities concerning the target group to your calendar. You can also use a scheduled task to schedule in advance a mass edit for a certain […]

Admin Guide

Scheduling Target Group Activities

Target Group Activities’ Settings and Scheduling Them Introduction You can create activities in mass for the assignee of the accounts or contacts in a target group, or some other CRM user. These activities automatically have a link to the contacts or accounts in the target group. Activities like these could concern e.g. a call campaign: the user […]

Admin Guide

Security Settings

Security Settings An admin can manage the IP-address restrictions and brute-force settings in Settings → Security. The main view of the security settings is presented in the picture below. In brute-force protection field you can determine, how many failed login attempts will ban the IP address and for how long. The IP addresses that are trusted can […]

Admin Guide

Self-Service Portal

Self-Service Portal — What is It? The main focus of the CRM-service Self-Service Portal is to act as a service platform for the customers. The portal’s users are your own customers – that is, the people who have been saved as contacts in the CRM. The use of the portal may vary quite a lot, […]

Admin Guide

Setting Up Activity Points

Setting Up Activity Points Introduction Activities (events and tasks) have a permanent field for activity points. Activity points can be used for e.g. following the results and efficiency of sales people or other employees, or as a base for bonus calculation. The users get activity points from different activities by pre-defined logic. It is always […]

Admin Guide

Setting up the Discussion Tool

Setting up the Discussion Tool Introduction The discussion field is available in all the modules and it is an easy way to make the internal communication about certain entities smoother. For more information about how the tool works and can be used, see the user guide Discussion. Creating the Discussion Field You can add the discussion […]

Admin Guide

System Access

System Access Management Definitions Entity = One saved record in the system, e.g. one account or quote. Introduction System access can be set for each entity, so that on the strictest (=lowest) access level each user can only see their own entities. Every entity has always only one owner, which can be either an individual user or […]

Admin Guide

System Messages

System Messages You can manage function-specific automatic email messages sent by the system in Settings → System Messages. In Sending options, the sending time and dates, sender name and the email address(es) of the sender and recipient(s) are determined (see the picture below). In the section below, the you can activate or disable preconfigured system messages. The […]

Admin Guide

Tags in Emails Sent by Module Tools

Tags in Emails Sent by Module Tools Tags are used in three places in the CRM: document templates, email templates and in certain module tools that send email. In addition to these, you can also use tags in emails in ECP. This guide is about the tags in module tools. You can learn how to […]

Admin Guide

Tax Calculations

Managing Tax Calculations You can manage tax calculations for offers, sales orders and invoices by clicking Settings → Tax Calculations. The taxes saved in the system are shown in the Tax calculation’s main view (see the picture below). The tax can be activated or disabled by clicking the checkbox on the tax row. The tax rate and […]

Admin Guide

Travelling Expense Approval

Travelling Expense Approval An employee can inform their commuting expenses by project in the Time tracking home page widget. The products linked to commuting expenses are determined in the system settings. When an employee has made a travelling expense entry, the manager of the employee will receive a notification on their home page. If the travelling expense is […]

Admin Guide

User Login History

User Login History Introduction You can see the users’ login history to track the times that each user has started and ended a system session. The history shows also the status of the session, which tells if the session was ended with a logout or if it is still currently active. Examining the Login Histories […]

Admin Guide

Volume Based Commission

Volume Based Commission This guide concentrates on setting up volume based commission groups. You can find more information about other provision settings and provision calculation in general in Provision Calculation. Creating and setting up the provision groups is done in Settings → Provision Groups. You can create a volume based commission group by first clicking the […]

Admin Guide

Web Service API Keys

Managing Web Service API Keys The CRM-service API keys allow and enable the integration of external services with the CRM. The API keys are managed in Settings → Webservice API keys. In the API keys’ settings you can create new, delete unused and lock existing API keys and determine key-specific permissions to the web service methods. Creating a New […]

Admin Guide

Web Tracking

Web Tracking With the Web Tracking function it is possible to track the visits of CRM contacts on the company’s website. The tracking makes notes about who has visited the website and how often, and if he/she returns to certain pages. Web Tracking is a tool for enhancing customer care experience and it can be used […]

Admin Guide

WordPress Plug-in

WordPress Plug-in — Configuration and Use Introduction CRM-service offers a free-to-use WordPress plug-in, or connector, with which the information received through WordPress site forms can be automatically saved in the CRM as well. You can use the forms to create new leads or potentials, which can be used instantly in your sales, support or marketing pipelines. The […]

Admin Guide

Work Hour Reporting

Reporting the Working Hours in the CRM The work hour reporting is done for the projects that the user is linked to. Because of this, there needs to be a project to which the hours are reported to. This guide will first go through how to create a project and link users to it and […]

Admin Guide

Workflows

Managing Workflows With workflows it is possible to automatize several actions in different modules. You can create a custom workflow to any module inside the CRM-service software. You can add, edit and delete workflows in Settings → Workflows. These settings can also be accessed through module’s own settings. In the main view you can see all the […]

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