Versions Compared

Old Version 6

changes.mady.by.user Persia Xenopoulou (Deactivated)

Saved on

compared with

New Version 7

changes.mady.by.user Persia Xenopoulou (Deactivated)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

 

Anchor
 
top
 
top

Excerpt
hiddentrue

Learn to work with Platform

...

Prerequisites

  • The currency which is defined as the system's default in 'General Settings' can not be assigned currency rate periods
  • Each currency can only be defined one time within the list of currencies.
  • Only one currency rate period can be applicable at a time. 

Back to top

Address registry

...

CRM.COM integrates with Melissa Data to facilitate users to register correct addresses within the software and ensure the integrity and accuracy of address data.  The Melissa Data Address Registry provides search and verification of addresses from all over the world.  This integration is performed either dynamically while users type-in an address, or manually when users request for an address verification.  The following address registry functions are available once they are setup in the system and can be accessed from contact information, jobs , subscriptions, accounts receivable and rewards participants when registering addresses:

...

Main Information

Address Registry :The address registry with which CRM.COM integrates in order to provide address auto-completion and verification. Currently only Melissa Data is available.

Account ID : A unique account ID provided by the Address Registry system.

State: Determines whether address registry is enabled.

Logging Method: Defines the method that will be used to log the requests sent to the Address Registry system. The options are the following:

  • Log Request Calls only (default option): If selected, then only calls to the Address Registry will be logged, together with the user and the date/time of the request. 
  • Log Requests and Responses: If selected, then the responses from the Address Registry system will also be logged together with the request, user and date/time.

Auto-Suggestion Settings

GeneralEnabled: If enabled, it define how users will be supplied with suggestions while typing in address-related fields.
Applicable Address Fields

Defines a set of address fields which when typed into will trigger the address auto-suggestion process. At least one address field must be specified. The address-related fields are:

Allowed Organisational UnitsA list of Organisational Units for which the auto-suggestion feature is available for users that belong to those units.

Address Lookup Settings

GeneralEnabled: If enabled determines whether the address lookups are enabled for users.
Allowed Organisational UnitsA list of Organisational Units for which the lookups are available for users that belong to those units.

Address Verification Settings

GeneralEnabled: If enabled, the Address Verification Settings define whether an address will be automatically verified whenever an address is created or updated, or if users must request a verification to ensure the address is correct. Manual verification is selected by default. Address Verification Settings are applied only if they are 'Enabled'.
Verification Method  

Determines whether addresses will be verified automatically whenever created or edited, or whether users will have to request verification. Available options are:

  • Automatic Verification
  • Manual Verification
Allowed Organisational UnitsA list of Organisational Units for which the verification settings are available for users that belong to those units.

Allowed Application Servers

'Allowed Application Servers' is available only if there are more than one Application Servers registered in the System. Multiple Application Servers can be added, although it is not mandatory to have any 'Allowed Application Servers'. If no Application Server is added in the 'Allowed Application Servers', then all the registered Application Servers are allowed.

Application Server: The Application Server that will be allowed. The Application Servers are filtered based on the Organisation Group of the logged in User.

Added By: The User that added the Application Server. This information is set automatically.

Added On: The date on which the added server was restricted. This information is set automatically.

...

  1. While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
  2. Provide all the related address fields.
  3. Click on the Advanced Search link to open the address modal.
    1. Provide the information for the known fields.
    2. Click on Search.
      The System will return a list of addresses that match the address fields provided.
    3. Click on Select next to the wanted contact address.

Back to top

...

 

Setting Up Glossary

Info
iconfalse
 Foundation > Platform > Translate Glossary Terms

...

  1. From the Language Tab, select the language whose terms should be modified
  2. Click on Import Glossary Translation
  3. From the Import Glossary modal select:
    1. Import Type: Select the Type of Import from the drop-down
    2. Click on Upload File
      1. Either drag and drop your translated file or click anywhere in the Upload modal to select the file manually
      2. Wait until the name of the file appears in the Upload Modal and click on DONE
  4. Click on SUBMIT

Anchor
delete
delete
Deleting a language 

This action is used to delete an existing translated language.

  1. From the Actions Menu click on Actions > Delete Language Translation
  2. From the modal select the language to delete
  3. Click on SUBMIT
    The selected language will not be available on the next login

Back to top

...

 

Setting Up Admin Settings

...

Main Information

Tax Code: Can be used for financial reporting. They are required when the same type of tax differs when in a different location. For example, you have the Sales Tax which is 9.98% in Louisiana, and 8.92% in Washington. In this case you would configure 2 different tax rates both of which would have the same tax code. Check tax definition for additional options on tax codes.

Apply VAT Rate: Indicates whether a VAT rate will be additionally applied on the taxed amount. This field is only available in Tax rate

Period Rates

For each tax rate you can define different rate per period. You can add multiple periods , but the From and To dates cannot overlap. The following information is available for each period

Tax Period Percentage

 Tax PeriodFrom Date

Tax Period To Date

    • Valid from and Onward: no specific date for the end of the period is required.
    • Valid To Specific Date: a specific date for the end of the period is required.
Location Conditions

The list of conditions that should be met in order for the tax rate to be applied. The system will check the location conditions and compare against the billing address of the customer and decide which tax and or VAT rate(s) should be applied.
Multiple sets of conditions can be specified and at least one of them should be met in order for the rate to be applied.

Each condition set includes a value for one or more of the following, Country, Area, District while the values that must be specified for each period rate, depend on how they are configured in the tax definition.

Applied on Products

You can select products, product types or product families the rate should be applied to.

Back to top

General Settings

...

General settings are used to provide system information and to configure settings and restrictions which are applied across the software, either through the UI or Web API. If general settings are not configured, only Super Users can access the software.

...

System Settings

Contact Information:  A 'Company' Contact Information that represents your organisation.

Company Logo: The logo of the organisation displayed across the system on the right of the Top Menu.
The logo is also used in reports and printouts. Valid Dimensions: 130px width * 70px height. A photo editor (such as Paint) can be used to adjust the size of a logo. A transparency layer can be added to retain the logo's ratio.

Default Country: The country adopted by the system when no alternative is specified by the user during the creation of records which require a country.

Default Currency: The currency adopted by the system when no alternative is specified by the user during the creation of records which require a currency.
Currency can only be set during the first time configuring the General Settings. the currency can only be set once, and then it becomes Read-only.

Default Home Page: The page that will be displayed after log in when no alternative is specified by the user. The default home page is applied to all users having the 'Organisation Home page' as their preferred home page.

Enable Hot Keys: Defines whether Hot Keys should be enabled. The following Hot Keys are supported:

  • New (CTRL+ALT+N): Triggers the NEW button. Applicable on both Summary and Data Entry pages.
  • Save (CTRL+ALT+S): Triggers the SAVE button. Applicable only on Data Entry pages.
  • Edit (CTRL+ALT+E): Triggers the EDIT button. Applicable only on Data Entry pages.
  • Back (CTRL+ALT+B): Triggers the BACK button. Applicable only on Data Entry pages.
  • Home (CTRL+ALT+H): Triggers the HOME button.
  • Close (CTRL+ALT+X): Triggers the CLOSE button. Applicable only on modal windows.
  • Cancel (CTRL+ALT+C): Triggers the CANCEL button. Applicable only on Data Entry pages.

Disable Automatic Search: Defines whether the quick search results should be automatically triggered within a period after the last keystroke.

Automatic Search Delay Time (msec): Defines the duration of the pause between the last keystroke and the display of search results.

Time Zone: The time zone of the organisation. Time zones are defined as a combination of UTC (Universal Time Coordinated) offset and DST (Daylight Saving Time). The supported options are populated based on the Olson Time Zone IDs.
The default option is UTC; the time zone can only be set once, and then it becomes Read-only.

Language Settings
Default System Language: Used to set up the language that will be used to translate all labels, tips, warnings and error messages across CRM.COM software, including the values of select boxes and radio buttons, if those elements include fixed (configurable values) values.
The Default System Language is applied on all users having the Organisation System Language as their preferred System Language.

Default Native Language: Used to set up the language that will be used to translate additional information for each label (displayed when the mouse is placed over a specific label) across CRM.COM software.
The Default Native Language is applied on all users having the Organisation Native Language as their preferred Native Language.

Supported Languages: Select the languages that will be available for selection when setting a language for users or contact information

System Restrictions

Default Number of Threads for Batch Processes*:The number of threads used by multi-threaded batch processes, where the number is not explicitly defined by the batch process.

Max Number of Records for Super Users*: The maximum number of rows that can be retrieved per call, either through the UI or Web API, by users which are classified as Super Users.  This restriction does not apply to Reports or Printouts.

Max Number of Records for Normal Users*: The maximum number of rows that can be retrieved per call, either through the UI or Web API, by users which are classified as Normal Users (i.e. not Super Users). This information is also validated during the configuration of the rows that can be retrieved per Summary page.  This restriction does not apply to Reports or Printouts.

Upload Max File Size (KB): The maximum size allowed when uploading a file in the Attachments section of an entity.

Allowed File Types: The types of files which can be uploaded to the System.

System Information


This is a section with Read-only information related to the database.

Organisation Name

Database Name

Database Type

Database Version Number

Application Version Number

Back to top

Formatting Settings

...

Formatting settings are used to define restrictions in formatting when entering data into the system, such as on:

...

Note

Instructions on the construction of regular expressions can be found at: https://en.wikipedia.org/wiki/Regular_expression

Regular expressions for each country's post code can be found at: http://www.grcdi.nl/gsb/global%20sourcebook.html

Back to top

Numbering Schemes

...

Numbering Schemes are used to control and maintain Sequences which are used by the System to automatically generate numbers that identify entities in CRM.COM. The Numbering Schemes are predefined by the System; new ones cannot be created. All available Numbering Schemes can be configured to modify the format of each number, by specifying its prefix and the number of digits of the generated number.

...

Main Information

Sequence Name:  The name of the sequence, as provided by the system which can be selected from a list.

Custom Sequence Name: A sequence name that can be provided for custom entities.

Sequence Code: The code which can be used to identify the Sequence.

Prefix: The prefix that will be used as part of the auto-generated number. i.e. S10000

Number of Numerical Digits: The number of numerical digits that will be used as part of the auto-generated number.

Latest Used Number: The last number that was used in the system for an entity in the sequence

Back to top

License

...

License is used to define information related to an organisation's CRM.COM License, such as the number of allowed active users, subscribers, rewards participants, as well as its access to CRM.COM application areas and modules. 

...

  1. Navigate to License.
  2. From the menu, click on Update License
  3. Provide the information sent to your Organisation by CRM.COM.
    1. License Key: Applicable and visible only if a license key doesn't exist for the specific organisation.
    2. License Details: Text area for the encrypted text.
  4. From the Actions Menu, click on SUBMIT.
    1. The updated License information is now available in the View License screen.

Back to top

Scheduler Settings

...

Scheduler settings are used to define the rules to be applied while running batch processes through the scheduler engine.  If more than one application server is used to connect to an organisation, it is possible to define which application server will be responsible for running each process.  It is also possible to 'Enable' or 'Disable' the scheduler per application server, as well as define if the scheduler will be started automatically on certain servers.

...

 Mandatory   Configurable

Name

Description

Attachment: The attachment to be uploaded into the system. The user can select whether to Upload File or URL.

 

For both scenarios, when a user opens the modal of an existing attachment, the attachment name should be displayed (below the Attachment label) and once clicked, the attachment content should be opened in a new tab (similar behaviour when clicking on an attachment from a Contact Information page). This preview feature won't be available during the process of adding a new attachment or editing an existing one.

Classification: The classification of the attachment

Uploading an attachment to the library

...

  1. Navigate to the attachments library
  2. From the Actions menu click on Actions > Upload File or Actions > Add URL
  3. Click on the Upload File link and either drag and drop the file or click in the box to browse your computer for the file to upload
    OR
    Specify a URL
  4. Select a classification for the attachment and click SAVE

Back to top

...

Setting Up Health Monitoring Utility

...

Note
titleNotes

 Back to top


Platform Business Examples

Panel
nameblue
titleSetting up CRM.COM for the new French call centre

Scenario

Company ZX is opening her doors to french public. A new call centre is being set up to handle customers

  • All system should be available in french however English language should still be supported if some call agents would rather to work with the system in english.
  • The default country for all (users and contacts) should be France.
  • Currency used is Euros (€)
  • The time in the system should be set to Central European time zone.
  • The postal code provided for addresses is specific and the system should be configured to ensure that addresses entered to the system follow the correct format.
  • A sales tax (VAT) of 20% is applicable as a Standard Rate, 10% as Reduced Rate and 2,1% as Super Reduced Rate.
    • All cable channels will be applied a Reduced rate of 10%, while the Standards rate of 20% will be applied to any purchases from their hardware stores, such as antennas, USBs, modems, decoders will have the standards
    • Due to this variation of taxes they would like the rates configured in the system for the products they sell, excluding taxes
    • Note that hospitals will not be charged any taxes
  • Written instructions on setting up new subscriptions will be provided to subscribers upon requests

Solution

  • All system should be available in French however English language should still be supported if some call agents would rather to work with the system in English.
  1. Navigate to Glossary
  2. Download the CRM.COM terms xliff template
    1. Translate terms using a CAT tool
    2. Add the translated terms using Add New Language
  3. Navigate to General Settings and at language settings set the following:
    1. French as the default system language.
      All terms will be shown in english
    2. Select French and English as the supported languages
  • The default country for all (users and contacts) should be France.
  1. Navigate to Countries and if not yet available, create France as a country
  2. Provide the following: Two characters code, Three Character Code, Three Digits Numeric Code, Alternative Code, Dialling Code.
  3. Navigate to General Settings and set the default country to France

  • The time in the system should be set to Central European time zone.
  1. Navigate to General Settings and set the Time Zone to Central European


  • Currency used is Euros (€)
  1. General Settings and set the Default Currency to Euros
    Note that if you would like to make more currencies available then you will need to configure them in the Currencies module, where the conversion rate against the Euro (which is set as the default currency) must be provided. To use these additional currencies, you will need to select them during the creation of a new account.

  • The postal code provided for addresses is specific and the system should be configured to ensure that addresses entered to the system follow the correct format.
  1. Navigate to Formatting Settings
  2. Under Contact Information Formatting Settings > Addresses
    1. Select country "France"
    2. Formatting: Advanced
    3. Regular Expression: ^(F-)?((2[A|B])|[0-9]{2})[0-9]{3}$"

  • A sales tax (VAT) of 20% is applicable as a Standard Rate, 10% as Reduced Rate and 2,1% as Super Reduced Rate
    • All cable channels will be applied a Reduced rate of 10%, while the Standards rate of 20% will be applied to any purchases from their hardware stores, such as antennas, USBs, modems, decoders will have the standards
    • Due to this variation of taxes they would like the rates configured in the system for the products they sell, excluding taxes

  1. Navigate to Tax Definitions
    1. Set the Rate Tax model as Tax Exclusive
      This will dictate that price catalog rates are not including any tax
    2. Create 3 Tax Codes
      1. Standard VAT
      2. Reduced VAT
      3. Super Reduced VAT
    3. For all 3 codes set 'Hospitals' account classification in the exceptions to ensure that no tax will be charged for them
      Note that you will already need to have the 'Hospitals' classification configured and ensure that it will be set on all hospital subscribers.
  2. Navigate to VAT Rates
    1. Create a VAT Rate by specifying the following information:
      • Name: Standard
      • Alternative Code: SR
      • Tax Code: Standard VAT
      • Period Rates:
        • 20% from 01/01/2017 onward
      • Applied on Products
        • Select Product Type: Hardware
          Note that you will already need to have the 'Hardware' product type configured which will be used for all hardware equipment
    2. Create a VAT Rate by specifying the following information:
      • Name: Reduced
      • Alternative Code: RR
      • Tax Code: Reduced VAT
      • Period Rates:
        • 10% from 01/01/2017 onward
      • Applied on Products
        • Select Product Type: Services
          Note that you will already need to have the 'Services' product type configured which will be used for all channels available through cable
    3. Create a VAT Rate by specifying the following information:
      • Name: Super Reduced
      • Alternative Code: SRDR
      • Tax Code: Super Reduced VAT
      • Period Rates:
        • 2.1% from 01/01/2017 onward

  • Written instructions on setting up new subscriptions will be provided to subscribers upon requests
  1. Navigate to Attachment classifications and create a new classification 'Subscriptions'
  2. Navigate to Attachment library and upload the PDF file with the written instructions for installation
    1. Set the classification to Subscriptions
      Users will then be able to access the Attachments Library, search by classification, and download the attachment.The attachment can then be added to the attachments of the record (if section is available), which can then be sent directly to the subscribers through email by creating Communications.

 

  

Back to top

Glossary

CRM.COM Term
Description
CommunicationsLog interaction between customers and agents. Communications can support multiple Communication media such as Email, SMS, telephony, letters and others.
ProductsThey can be physical goods or services; services represent any intangible commodity which is provided to customers, such as telephony, TV channels, installations, start up fees, while physical goods represent any tangible commodity, such as modems, decoders, antennas or magazines. 
Scheduler EngineScheduler engine is used to execute jobs that are configured in the system to handle batch processes.
Panel
namegrey

Related Links

Filter by label (Content by label)
showLabelsfalse
spacesV4Manual
showSpacefalse
labelsglobal

 

...