CRM.COM is integrated with 2 address registry systems to facilitate the accurate registration of addresses. 

• Melissa Data: The Melissa Data address registry provides worldwide address search and verification. The verification takes place either dynamically while users type-in addresses or manually upon user request. The following functions can be made available in the system and accessed when registering addresses from contact information, jobs, subscriptions, accounts receivable and rewards participants:
  • Autosuggestion of addresses while typing in an address field.
  • Quick or advanced searches in an address registry.
  • Verification of addresses based on registry information.
• Google Places: Google Places API is a service that returns information regarding geographic locations using HTTP requests.  Once enabled and configured, matches are made available as the user types an address.

Melissa registry

Melissa registry offers a variety of options with regards regard to address taking. To use each of its features you will need to enable through Address Registry Settings

• Using auto-suggestion automatically provides possible address values while the user is typing. The system forwards the input to the address registry and the registry returns suggestions. Proposed addresses are presented in a pop-up. Once the user selects a suggested address, the remaining fields are automatically filled in, using information from the address registry system.
  If autosuggestion is enabled while typing an address if the value corresponds to a single match in the Melissa Database, then it is applied automatically. If multiple matches are found, then the required address must be selected from the modal window.

• Using address registry verification, addresses registered in CRM.COM are matched to addresses in an authoritative registry system (Melissa Data in this case).  The checking process can be performed by the system when new or modified address information is saved or requested by the user. 
  Upon taking an address you can click on VERIFY ADDRESS and the system will forward the address fields and attempt to match them to those in Melissa Data.  If the address does not match, the user is informed and can try again. Incorrect addresses can still be saved. The address can also be automatically verified once you save the address. The system will forward the address fields and attempt to match them to those in Melissa Data.  If the address does not match, the user is informed and can try again. Addresses cannot be saved unless they are correct.

• Address registry lookup is used to search the address registry system using 'Quick' or 'Advanced' searches.
  • To use quick search click on Quick Search to open the address modal and provide Full Address and click on Search. Any of the address fields can be entered and all matches will be returned. Separate each field with a comma (e.g., Elia Papakyriakou, Lefkosia, Cyprus).
  • To use Advanced search address registry lookup, click on Advanced Search to open the address modal to provide the known fields and click on Search
• Lookup based on Postal Code Settings is used to automatically retrieve U.S. city and state information using the ZIP code, based on address information present in an Address Registry System. The Express Postal Code process will also be available through the Web API.

Google places

To use the Google Places Autocomplete feature, a company must set it up in the system and also:

• Google Maps JavaScript API
• Google Places API Web Service

To use the feature simply type the address and select one of the returned results:

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Setting up a Multi-Country Business Network Solution

The need of going global in business has been increased in the last decade exponentially. Using CRM.COM you can expand your network over multiple countries while controlling all from a single access point. In the following section we will explain some of the main features that can be set up in the system to serve and manage customers from around the world.

Enable multi-country business network 

If your business network expands over multiple countries the first thing you need to do is to state it in the settings by enabling the option Enable multi-country business network

Configuring countries

Use the countries' module to configure which countries will be available for selection in the system.  The default country set under System Settings is the one applied to new contacts and users.

For each registered country provide the Telephone numbers settings which will be registered in the system for customers residing in that country. Additionally, for each country you can define the language and the Time zone.

SMS notification settings can also be specified for each country defined under the Notification Settings tab, by using the Allowed days for SMS notifications checklist and the Allowed Hours for SMS Notifications.

Supported countries

Once countries are configured you can select which of those countries will be available for selection by the users wherever required in the Supported Countries. If you wish to make all countries available then you can skip this setting

Configuring currencies

Another major requirement when setting up a multi-country business is the multiple currencies. Use the Currencies' module to configure supported currencies.

The default currency set under System Settings is used to express prices and rates for plans, usage service catalogs, reward offers and additive discounts. While customer and organizational accounts receivable are allowed to have one of the supported currencies, system accounts receivable always have the system's currency.

Unless specified otherwise when the account is created, the default currency is used. A currency must have an 'Effective' life cycle state and an exchange rate to be used on an account.  The life cycle state of a currency is 'Not Effective' by default and can be toggled through the actions Set As Effective and Set As Not Effective in the Currencies page.  

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Setting up a multilingual environment

CRM.COM is an english English based application , however this doesn't mean that it is only restricted for english speaking users. Glossary utility allows you to translate all labels, instructions, tips, warnings, error messages, search modals, and dashboards to any language you wish.

Once the language translations are set in the system you have can select for each user individually the language with which he will be viewing/using the system or you can set a language different than english from English as the default system language.

Throughout the system there are two types of languages

• System Language: The language used for all labels, tips, warnings and error messages across CRM.COM, including the values of select boxes, radio buttons and other elements that consist of fixed values. 
•  Native Language:  The language used for additional information displayed when the mouse is placed over labels.

Translating the system

The Glossary Utility is comprised of composed of a number of actions that can be used for the creation and maintenance of translated terms. 

Download the XLIFF Template that includes all CRM.COM terms (in English). Translate the terms using an external Computer Assisted Translation (CAT) tool such as MateCat. Once the terms are translated, import them in CRM.COM by using the Adding Language Translation action.  A glossary that has already been translated and uploaded can be kept up to date through the Export and  and Import Glossary Translation actions.  It is also possible to Delete Language Translations that are no longer necessary. 

1. Anchor
   download download

   Download XLIFF template This action is used to download an XLIFF template to be translated.  The English source values are automatically populated in the downloaded file. If 'Download Template Translated in English' is selected, then target values are also populated with English terms. If 'Download Template with No Translation' is selected, then the target values in the file are left empty.
   

   Note
   title Using CAT tools to translate the Glossary Terms
   We recommend using the MateCat Computer Assisted Translation (CAT) tool, directly available through the Chrome or Safari browser. Translated terms must be uploaded back into CRM.COM.  Refer to Adding Language Translation.

   
   

2. Anchor
   add add

   Add Language Translation: The action is used to add a new language, by selecting it and an XLIFF file that contains the translation. Once a new language is added, it becomes available the next time the user logs in.

3. Anchor
   export export

   Export Glossary Translation: The action is used to export translated glossary terms in the XLIFF format, in order to make corrections and additions. The three available export options (types) are
   1. All Terms (translated or not)
   2. Non-Translated Terms

   3. Translated Terms

      Note
      title Using CAT tools to translate the Glossary Terms
      We recommend using the MateCat Computer Assisted Translation (CAT) tool, directly available through the Chrome or Safari browser.

      
      

4. Anchor
   import import

   Import Glossary Translation: The action is used to import translated glossary terms in the XLIFF format, in order to make corrections or amendments by adding or removing terms. The two available types are:

   1. Replace Existing Translation (to remove all current and add new translated terms)

   2. Amend Existing Translation (to add new or correct existing terms) 

5. Anchor
   delete delete

   Delete Language Translation: The action is used to delete a translated language.

Setting a language as the default system language

Once you translated all CRM.COM terms you can then set the language you would like to set as default system and native languages in the Language Preferences page.

Additionally, select all the supported languages which will be made available on setting system and native languages to users or when selecting a contact;s information preferred language of communication.

Applying translated languages to users

Once the system is translated and the system supported languages are set, you can then define for each user both the System Language and the Native Language with which they will be using the system.

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Customizing CRM.COM

Depending on the place of the world your business is residing different date hour and numbering is used. You can set the system to use settings which are relevant to your country of residence. Numbering schemes on the other hand will allow you to determine the way that records in the system will be captured. For example, whether subscriptions will be numeric or alphanumeric whether they will have a prefix etc.

Setting up system formatting

Formatting settings define restrictions in data entry, such as:

• Date and time format
  
• Use of number separators
• The format of 'personal' and 'company' contact information, addresses, phones numbers, demographics as well as product code

In the formatting settings of contact information you can provide 2 types of formatting for each of the fields:

• Simple Formatting: Sets restrictions on the minimum and maximum number of characters.
• Advanced Formatting: Uses a regular expression to validate the field. The regular expression specifies the pattern that the value must follow to be accepted by the system.

Additionally for phones and addresses it is possible to create a different formatting rule which will be applied per type

Address Formatting settings provide you the option to select between CRM.COM address format or an international format. See the difference between CRM.COM and international address format fields in the table below:

Product Formatting Settings allow you to provide a format which will be applicable on the Product Code. Product Code can be used to represent the product's SKU so it's up to the company's business rules whether the product code should be formatted in a specific way. 

Setting up numbering schemes

CRM.COM uses an automatic numbering scheme to identify various entities (e.g., invoices).  The configuration of the scheme determines the format of the sequence codes by specifying their prefix and number of digits. Information of the Latest Used Number in the sequence is available.

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Other Settings

Order-taking limitation based on customer location

Ensuring compatibility across releases

Compatibility settings ensure that features remain compatible across releases. You can enable or disable the following two features

• Legacy subscription actions : The following legacy subscription actions are replaced by 'Amend Services and Installed Items' subscription actions: 
  • Add Service
  • Remove Service
  • Add Installed Item
  • Remove Installed Item
  • Change Subscription Distributions
• Legacy WEB API Log Information: The following WEB API information included in the response of a WEB API will be made available if enabled.

  • created_by_unit (object as reference)

    • group_name

    • community_name

  • updated_by_unit (object as reference)

    • group_name

    • community_name

  • updated_by_user (object as reference)

    • person_name

    • email

  • created_by_user (object as reference)

    • person_name

    • email

Upload and reuse of attachments

Attachments are the files or URLs that can be attached on specific entities (e.g., a contract on a subscription) or to a central library (e.g., a policy agreement template that can be accessed and downloaded by all users)

Attachment classification group attachments of a similar business function. Classifications can be configured in the system and provided with every attachment. 

Users can upload attachments such as files or URLs to the Attachments Library. Attachments are organization (not customer) specific and can be used by third-party systems that integrate with CRM.COM, such as a mobile app or web portals.

Note that attachments uploaded to CRM.COM are subject to restrictions which are set in the System Restrictions found at Foundation / Platform / Manage Admin Settings / Set up General Settings / System Settings.

More precisely you can set Upload Max File Size (KB) and theAllowed File Types (which can be uploaded to the system).

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Setting up metadata attributes

Metadata is a set of data that describes and gives information about other data. Metadata attributes cover the need to provide extra information on various CRM.COM entities which are not covered by the system already. For example you can use metadata attributes on a product to provide additional characteristics which is only relevant to the specific product. For example for a shirt, provide colour, size, and sleeve length.

Multiple metadata attributes can exist in the system, and they can be used by multiple different entities.

Each Metadata attribute can have :

• The key that will identify the metadata attribute and it must be unique
• The label that will be displayed on screen
• Data Type: Integer, Float, String, Boolean, Date
• A value set: The set of values that will be available when the attribute is used on an entity
• The default value that should be set when the attribute is used on an entity.

 

In order to provide a metadata attribute on an entity, it will first need to be defined as allowed through its entity's type. So taking products as an example, once you create a metadata attribute you then include the product in the allowed metadata attributes of the product type where you can define whether the attribute is mandatory or not. On creating a product of that product type the user will be prompted to provide information on that attribute. For example, colour yellow

Setting up usage zones

Info
Foundation / Platform / Manage Admin Settings / Set up Usage Zones

A usage zone can be used to categorize items with common characteristics identified based on metadata attributes and used in various modules as conditions.

For example, you can use a usage zone to classify UDRs of certain characteristics and then differentiate pricing of UDRs that belong to a this usage zone or provide an additive discount if a UDR being billed belongs to specific zone.

 

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Setting up reusable holidays, recurring day/time periods

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Info
Foundation / Platform / Manage Admin Settings / Set up Date Time Models

Date/Time models are used to define periods in time which cover different time range over one or multiple days which can be used in various parts of CRM.COM. For example, Price Plan tiered rates of usage services where different rates can be provided for peak and non-peak hours based on the time of usage.  

They can be used to define:

• specific periods within a day i.e. peak hours, 
• specific periods for specific days. i.e. weekdays peak hours, weekends non-peak hours
• specific days. i.e. holidays

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Partner related settings

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Info
Foundation / Platform / Manage Admin Settings / Set up General Settings / Partner Accounts Receivable Setting

 

Partner accounts settings are general settings associated to partners that you would like to register in the system. Partners of your business are registered in CRM.COM through Groups and Units where a unit belongs to a group. If you have a hierarchy of partners where a partner may have sub partners you have the option to define whether accounts created for them will be per sub partner or one single account of the parent partner.

In this setting you can provide the default setting that will be set on the related Group attribute when creating a new Group

• Applicable values are
  • Partner Group (default)
  • Partner Unit

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Managing Batch Processes

Batch processes are responsible for handling multiple records simultaneously, such as billing or deactivating all unpaid subscriptions, sending notifications to customers. As the execution of batch processes requires server power it is possible to define the number of threads used in batch processes. In case that the thread number is not defined per process you can set a default number which should be according to the hardware that you are using to avoid crushing of processes.

Set the default number at the Foundation / Platform / Manage Admin Settings / Set up General Settings / System Settings in the restrictions section.

Setting up scheduler settings

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Info
Foundation / Platform / Manage Admin Settings / Set up Scheduler Settings

Scheduler settings determine the rules applied when running batch processes through the scheduler engine.  It includes a list of the application servers that are registered for the specific organization and are 'Enabled' to run scheduled processes through the scheduler engine. All registered servers (which share the same ECENTER) are loaded automatically. Server registrations are created automatically whenever a user logs into the server using the specific credentials.

Through the Scheduler Enabled Application Servers you can 'Enable' or 'Disable' the scheduler for each application server and to define if the scheduler will be started automatically on certain servers. The default server used for each organization must also be defined.

Use the Allowed Scheduler Processes, to define which application server will be responsible for running each process.  

 

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Batch Process Admin Board

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Info
Foundation / Platform / Manage Admin Settings / Batch Processes Admin Board

The board offers a collective view of batch processes that have been executed or are in line for execution, including recurring system processes (no need for user intervention) and user-defined processes (configured and triggered by the user). From each user defined process you can configure the logging method which will define whether logs kept will include only errors or both erroneous and successful processing. In the table below you can see a list of all the processes for which you can find information on the board.

User defined processes	Recurring System Processes
Accounts Receivable Execute Automatic Recurring Process Run Definition Subscriptions Execute Bill Sending Run Contact Information Anonymization Process Run Definition Create Name Day Application Require Contact Re-consent Process Subscription Execute Normal Subscription Deactivation Execute Subscription Activation Execute Subscription Cancellation	Contact Information KYC Profile Expiration Run Payment Gateways Payment Gateway Queue Prepaid Subscriptions Prepaid Billing Run Prepaid Subscription Deactivation Provisioning Provisioning Queue Provisioning Subscription Run Rewards Batch Reward Offers Evaluation Reward Settlement Wallets Wallet Balance Expiration Run Wallet Maintenance Fee Application Run

Health monitoring utility

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Info
Foundation / Platform / System Health Monitoring / Batch Processes Health Monitoring Utility

System Health Monitoring is a set of utilities that run automatically within CRM.COM in order to detect damaged system processes or to identify processes that were misconfigured or not configured at all in the system, and by doing so to prevent any erroneous and unexpected system behavior. More specifically it can identify batch processes which:

• Although recurring were not scheduled to be executed.
• Stopped executing or cannot be scheduled to be executed because of an error.  For example, the application server's scheduler is 'Not Effective' and logs an error.

Use Email Notifications section to to configured configure the notifications to be sent to users regarding errors, warnings, and updates by email.

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Real Time

Business Flows

 

Panel
borderColor Turquoise borderStyle dashed title Setting up CRM.COM for the new French call center borderStyle dashed
Scenario Aluxsat Co. is opening its doors to the French market. A new call center is being set up to support customers. The system should be available in French but English should still be supported for call agents who prefer it. The default country for all (users and contacts) should be France. The currency should be the euro (€). 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 are correctly formatted. VAT of 20% is applicable as a standard rate, 10% as a reduced rate The reduced rate of 10% will be applied to all cable channels, the standards rate of 20% will be applied to purchases from hardware stores, such as antennas, USBs, modems, decoders. ZX requires rates to be configured excluding taxes, because of the different taxes on their products. Hospitals should not be charged taxes. Written instructions on setting up new subscriptions will be provided to subscribers upon request. Solution The system should be available in French but English should still be supported for call agents who prefer it. Navigate to Translate Glossary Terms. Download the CRM.COM terms XLIFF template. Translate terms using a CAT tool. Add the translated terms using Add New Language. Navigate to General Settings and under language settings set the following: 'French' as the default system language. All terms will be shown in French. 'French' and 'English' as supported languages. The default country for all (users and contacts) should be France. Navigate to Set Up Countries and if not yet available, add France. Provide the following: Two characters code, Three Character Code, Three Digits Numeric Code, Alternative Code, Dialing Code. Navigate to General Settings and set the default country to 'France'. The currency should be the euro (€) Under General Settings set the Default Currency to Euros. Available currencies are configured in the respective module, where their rate against the Euro (set as the default currency) must be provided. Additional currencies must be selected during the creation of a new account. The time in the system should be set to Central European Time Zone. Navigate to General Settings and set the time zone to Central European. The postal code provided for addresses is specific and the system should be configured to ensure that addresses are correctly formatted. Navigate to Formatting Settings. Under Contact Information Formatting Settings > Addresses, select: Country: France Formatting: Advanced Regular Expression: ^(F-)?((2[A|B])|[0-9]{2})[0-9]{3}$" (VAT) of 20% is applicable as a standard rate, 10% as reduced rate and 2,1% as super reduced rate. The reduced rate of 10% will be applied to all cable channels, the standard rate of 20% will be applied to purchases from hardware stores, such as antennas, USBs, modems, decoders. ZX requires rates to be configured excluding taxes, because of the different taxes on their products. Hospitals should not be charged taxes. Navigate to Tax Definitions. Set the Rate Tax model as 'Tax Exclusive', so that price catalog rates do not include tax. Create a single tax code: VAT code Set 'Hospitals' account classification in the exceptions, so that hospitals are not taxed. The 'Hospitals' classification must already be configured and selected for all hospital subscribers. Navigate to VAT Rates. Create a VAT rate by specifying the following information: Name: Standard Alternative Code: SR Tax Code: VAT code Period Rates: 20% from 01/01/2017 onward Applied on Products Select Product Type: Hardware The 'Hardware' product type must already be configured to be used for all hardware equipment. Create a VAT rate by specifying the following information: Name: Reduced Alternative Code: RR Tax Code: VAT code Period Rates: 10% from 01/01/2017 onward Applied on Products Select Product Type: Services The 'Services' product type must already be configured to be used for all channels available through cable.   Written instructions on setting up new subscriptions will be provided to subscribers upon request. Navigate to Attachment classifications and create a new 'Subscriptions' classification. Navigate to Attachment Library and upload the PDF file with the written instructions for installation. Set the classification to 'Subscriptions'. Users will be able to access the Attachments Library, search by classification, and download the attachment.  Once downloaded, the attachment can be appended to the record (if the section is available) and can be sent directly to the subscribers through email by creating Communications.

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borderColor Turquoise borderStyle dashed title Setting Up Multi-Country Business Network borderStyle dashed
Scenario Aluxsat Co. wishes to incorporate a multi-country business network in their CRM.COM system.  Solution Navigate to System Settings Check 'Enable multi-country business network' Organizational settings: Country = United Kingdom Currency = GBP Language = English Navigate to Countries Set up the following countries with their default language and currency Greece Currency = EUR Language = Greek Spain Currency = EUR Language = Spanish Vietnam Currency = VND Language = Vietnamese United States Currency = US dollars Language = English

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title Glossary
CRM.COM Term Description Communications Log the interaction between customers and agents. Communications can support multiple communication media such as email, SMS, telephony, post, and others. Products Physical goods or services that a company offers the market.  Physical goods are tangible items, such as modems, decoders, antennas or magazines.  Services are intangible commodities such as telephony, TV channels, installations, and startup start-up fees. Scheduler Engine An engine that launches the execution of batch processes at predefined times.  Notifications Notifications are messages which are generated automatically and communicate financial or customer care information to existing or prospective customers.  Notifications are sent simultaneously to multiple recipients who are selected based on user-defined conditions.  CRM.COM sends notifications by email or SMS or through third-party external systems, such as mobile apps or portals.

Ui expand
title FAQ
Ui expand title I have a valid license however I don't have access to all the modules Depending on the license licence you have you may or may not have access to all the CRM.COM modules. You can check the areas and modules which are available to you through the view License Licence page available in Platform.  Ui expand title Additional to VAT we also need to apply a Sales Tax on specific products. Is this possible CRM.COM allows you to provide multiple tax rates including VAT rate on products. You can group together tax and VAT rates by using a tax code. In this way by just adding the tax code to a product all the configured tax and vat rates are applied. You will first need to configure the tax codes under the Tax definition. The configure all the tax rates and vat rates and for each one add the product or the product type on which the tax should be applied to. On creating the products the tax code will be automatically set and you can enable it.

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title Useful Links
Filter by label (Content by label) showLabels false spaces V4Manual showSpace false cql label = "global" and space = "V4Manual" labels global

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