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On this page
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Overview
The Platform module enables the user to configure software attributes which are related with system functionality rather than business rules, such as currencies, VAT and tax rates formatting and date settings.
Major features
- Handle system license
- Set up your tax and VAT rates according to the locations handled by your business
- Set up address completion automation and verification
- Setup your default currency and update currency rates
- Setup general, formatting, and numbering system settings
- Translate and use CRM.COM in your native language
- Monitor and control batch processes to ensure
- Create and maintain an attachments library to be used by third party systems integrating with CRM.COM, such as a mobile app or a web portal
Setting Up Regional Settings
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Foundation > Platform > Manage Regional Settings |
Countries
Countries module is used to configure countries available in the system. The default country to be used across the CRM.COM is set in General Settings and it is automatically set when creating contact information and users. A dialing code available for each country is used as a prefix on phone numbers registered in the system.
Currencies
Currencies module is used to configure all supported currencies. The default currency to be used across the CRM.COM Software is set in General Settings and denotes the currency of prices and rates configured in price plans, usage service catalogs, reward offers and additive discounts.
Accounts receivable use the default currency unless the account owner requests an alternative currency, specified during the creation of the account.
Currency fields
This table contains an explanation of the sections of the Currency Data Entry page, a description of the usage of its fields and additional information, accessed by 'Modify Information' link
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Main Information | |
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Prefix Symbol: The prefix symbol for the specified Currency i.e. €10,00 Suffix Symbol: The suffix symbol for the specified Currency i.e. 10,00 € Integer Part Name: The name of the integer part. i.e. Euros Decimal Part Name: The name of the decimal part i.e. Cents. Rounding Options: Defines the rounding option when amounts in the default Currency is recalculated based on an alternative Currency. Rounding should be manually enabled (Apply Rounding) for the Rounding Method (Round-up, Round-down, Round Half-up) to be applied. The integer and decimal scale can be optionally defined. Minimum Required Number of Exchange Rate Decimals : Defines the minimum required number of decimals that have to be defined when specifying an alternative Currency's exchange rate. | |
Rates | Define currency rate periods which are compared to the CRM.COM default currency. Rate*: The alternative currency's rate compared to the System's default currency. Inverse rate: Defines the inverse rate of the default currency compared to the alternative currency's rate. This is dynamically calculated and not editable. From Date*: Defines the date from which the rate is valid and will be used for billing customers. To Date: Defines the date up to which for which the rate will be applicable. |
On adding a new currency period rate,
- The period's start date is set to the system's current date and the end date is left empty to indicate that the rate period is applicable from that point onward.
- The end date of the open period is set to the system's current date as well so as to define it as closed.
- The currency's Inverse Rate is calculated based on the rate that is manually specified by the User.
Prerequisites |
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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:
- Auto-suggestion of addresses while typing in an address field.
- Quick or advanced searches directly in an address registry.
- Verification of addresses based on address registry information.
Address registry settings fields
This table contains an explanation of the sections of the address registry settings page, a description of the usage of its fields and additional information
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Main Information
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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.
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Auto-Suggestion Settings
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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:
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Address Lookup Settings
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Address Verification Settings
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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
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Allowed Application Servers
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'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.
Using auto-suggestion
Auto-Suggestions are used to automatically provide possible address values while the User is typing an address in CRM.COM. The system uses the user input and forwards it to the address registry system which in turn provides available address suggestions. Proposed addresses are automatically presented to the User in a pop-up while they are typing. Once one of the suggested addresses is selected by the User, all of the address-related fields are filled in automatically, using the address information provided by the Address Registry System.
- While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
- Type the value in Auto-Suggestion enabled fields and press enter.
- If the value corresponds to only one 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
Address verification is used to verify addresses registered in CRM.COM by comparing them to those in an address registry system. Check can either be performed automatically by the system or manually by users. In automatic verification, address information is sent and verified by the address registry system whenever address information is saved (for new or modified addresses). In manual verification, it is up to the User to request verification by the Address Registry System.
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- While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
- Provide all the related address fields.
Click on the VERIFY ADDRESS link.
The system will forward the provided address fields and compare them with those in Melissa Data using either the default country defined in General Settings or the country provided in the country field (if applicable). If the address is not correct, the user is informed, and the correct address information must be manually supplied. Addresses can be saved even if they are incorrect.
Automatic address registry verification
- While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
- Provide all the related address fields.
- Click on SAVE from the TOP MENU.
The system will forward the provided address fields and compare them with those in Melissa Data using either the default country defined in General Settings or the country provided in the Country field (if applicable).
Addresses cannot be saved until a correct one is provided.
Using address registry lookups
Address lookup settings enable Users to perform either Quick or Advanced Searches for addresses registered in the Address Registry System.
Quick search address registry lookup
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Full Address: Provide the Full Address in free text.
For the Full Address, any of the fields of the address can be provided, and all matches will be returned. Each field should be separated by a comma "," (e.g. Elia Papakyriakou, Lefkosia, Cyprus).
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Advanced search address registry lookup
- While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
- Provide all the related address fields.
- Click on the Advanced Search link to open the address modal.
- Provide the information for the known fields.
- Click on Search.
The System will return a list of addresses that match the address fields provided. - Click on Select next to the wanted contact address.
Setting Up Glossary
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Foundation > Platform > Translate Glossary Terms |
The CRM.COM Glossary consists of the terms displayed through the CRM.COM user interface and which can be translated to any language that is supported by CRM.COM so that you can use the system in your native language. Glossary terms include labels, instructions, tips, warnings and error messages included in Summary and Data Entry pages, search modals, and dashboards
The Glossary Utility is comprised of a number of actions which can be used for the creation and maintenance of translated terms. Download the XLIFF Template which includes all the CRM.COM terms (in the English language). Translate the terms using an external Computer Assisted Translation (CAT) tool for example, matecat. Once the terms are translated, import them in CRM.COM by Adding a new Language Translation. The Glossary which has already been translated and uploaded in the system can be kept up to date by a procedure involving Exporting Glossary Terms, making the necessary corrections and additions, andImporting Glossary Terms again. You can also Deleting Language Translation if it is not needed
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This action is used to download an XLIFF Template to be translated. The source values (which are always in English) are automatically populated in the downloaded file. If the 'Download Template Translated in English' is selected then the source value and the target value in the file are equal to the English translation value of each term. If the 'Download Template with no Translation' is selected then the source value in the file is set to the English translation value of each term and the target value in the file is empty.
- From the Actions Menu click on Actions > Download Xliff Template
- From the modal select the type of the Template you would like to download and click on SUBMIT
- Click on the HTML icon
The selected XLIFF file will be downloaded
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Overview
The platform module is used to configure regional and administrative settings associated with the operation of the system, such as supported currencies, languages, date settings and tax rates.
Platform functionality
- Administer system licenses.
- Configure tax rates according to the business location.
- Autosuggest and verify addresses.
- Select a default currency and update currency rates.
- Configure formatting, numbering and general system settings.
- Translate CRM.COM user interface into the native language of the user.
- Monitor and control batch processes to ensure their execution.
- Create and maintain an attachments library for third-party systems integrating with CRM.COM, such as mobile apps or web portals.
Setting Up Regional Settings
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Foundation > Platform > Manage Regional Settings |
Currencies
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The module is used to configure supported currencies. A default currency is set under Admin General Settings and used to express prices and rates for plans, usage service catalogs, reward offers and additive discounts. 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.
Currency fields
The table describes the sections of the Currency Data Entry page including the contents of the Modify Information link and explains how the fields on the page are used.
Mandatory Configurable
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Prefix: Symbol before the value (e.g., €10,00) Suffix: Symbol after the value (e.g.,10,00 €) Integer Part Name (e.g., euro) Decimal Part Name (e.g., cent) Minimum Required Number of Exchange Rate Decimals Rounding Options: For expressing a value in a currency other than the default. Enable 'Apply Rounding' and select the rounding method ('Round-up', 'Round-down', 'Round Half-up'). The integer and decimal scale can be defined. | |
Rates | Define periods with a specific currency rate expressed in terms of the CRM.COM default currency. Rate: The price of the selected currency in terms of the system's default currency (e.g., €1 = $1.16(default)). Inverse rate: The price of the default currency in terms of the selected currency. This is dynamically calculated and cannot be edited. (E.g., $1(default) = €0.866). 'From' and' To' Date: Define the period during which the rate will apply and will be used for billing customers. |
When creating a new period for a currency rate:
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System Processing |
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Countries
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The module is used to configure which countries will be available for selection in the system. A default country is set under Admin General Settings and applied to new contacts and users. Telephone numbers registered in the system are prefixed by a country code. 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.
The table describes the sections of the Countries Data Entry page, including the contents of the Modify Information link and explains how the fields on the page are used.
Mandatory Configurable
Main Information | |
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Name of the country (e.g., Cyprus) Alternative Code: the unique code used to identify the country (e.g., Cy01) Dialing Code: the country code used for dialing (e.g., +357) Currency: Used when a multi-country business network is enabled in General Settings. Any currency configured in CRM.COM can be specified as the country currency (e.g., EUR). Language: Used when a multi-country business network is enabled in General Settings. Any allowed language can be selected even if it is not specified as supported in General Settings (e.g., Greek). Time Zone (e.g., Europe/Athens), used when a multi-country business network is enabled in General Settings. Two Character Code (e.g., CY) Three Character Code (e.g., CYP) Three Digit Numeric Code (e.g., 196) | |
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Allowed Days for SMS Notifications: Define the days on which customers in a specific country can be notified by SMS. Allowed Hours for SMS Notifications: Define the time during which customers in a specific country can be notified by SMS. |
Address registry
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Foundation > Platform > Manage Regional Settings > Set up Address Registry Settings |
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 Address Registry
Address registry settings fields (Melissa)
The table describes the sections of the Address Registry Settings page and explains how the fields on the page are used.
Mandatory Configurable
Using auto-suggestion
Autosuggestion 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.
- From the entity's EDIT mode go to the ADDRESSES tab.
- Type a value in autosuggestion enabled fields and press 'Enter'.
- 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.
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If the postal code Lookup setting is enabled, the postal code will be used to retrieve the city and state in US addresses. |
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.
Manual address registry verification
- From the entity's EDIT mode go to the ADDRESSES tab.
- Provide the required address fields (If a country is not provided in the respective field, the country defined as 'default' in General Settings is used).
Click on VERIFY 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. Incorrect addresses can still be saved.
Automatic address registry verification
- From the entity's EDIT mode go to the ADDRESSES tab.
- Provide the required address fields (If a country is not provided in the respective field, the country defined as 'default' in General Settings is used).
- Click on SAVE from the Top menu.
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.
Using address registry lookup
Address lookup is used to search the address registry system using 'Quick' or 'Advanced' searches.
Quick search address registry lookup
- From the entity's EDIT mode go to the ADDRESSES tab.
- Provide the required address fields.
- Click on Quick Search to open the address modal.
Full Address: Provide as free text.
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).- Click on Search.
The system will return a list of matching addresses. - Select an address.
Advanced search address registry lookup
- From the entity's EDIT mode go to the ADDRESSES tab.
- Provide the required address fields.
- Click on the Advanced Search to open the address modal.
- Provide the known fields.
- Click on Search.
The system will return a list of matching addresses. - Select an address.
Using Lookup based on Postal Code Settings
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.
Lookup based on Postal Code Settings must be 'Enabled' to work.
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Foundation > Platform > Manage Regional Settings > Set up Address Registry Settings > Lookup Based on Postal Code Settings |
Google Places Autocomplete
To use the Google Places Autocomplete feature, a company must set it up in the system and also:
- Register with Google and retrieve its API key (https://developers.google.com/places/web-service/get-api-key?refresh=1)
- Verify its identity by enabling billing (at no charge) in order to be able to increase limit request to 150,000/24 hours (https://developers.google.com/places/web-service/usage)
- Google Maps JavaScript API
- Google Places API Web Service
To use the feature simply type the address and select one of the returned results:
The table describes the sections of the Address Registry Settings page when the type is set to Google Places Autocomplete and explains how the fields on the page are used.
Mandatory Configurable
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Address Registry System: Select Google Places Autocomplete. State: Determines whether the address registry is enabled. Logging Method for requests sent to the address registry system:
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General | API KEY: Taken from the Google API console. Results Offset: The position of the last character in the input term that the service uses to match predictions. If none is entered, the service will use the whole term.E.g., if the input is 'Google' and the offset is 3, the service will match on 'Goo'. The string determined by the offset is matched against the first word in the input term only. Language: The code that indicates the language in which the results should be returned (if possible). Refer to https://developers.google.com/maps/faq#languagesupport for the available languages.
Place Types: The types of place results to return.
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Allowed Organisational Units | The organisational units that can use the feature. |
Generic geographical areas coverage
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The table describes the sections of the Generic Geographical Areas Coverage Page and explains how the fields on the page are used.
Mandatory Configurable
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Enable Geographical Areas Coverage Criteria Formatting:
Areas covered (mandatory unless any of the other criteria were specified) Districts covered (mandatory unless any of the other criteria were specified) Towns / Cities covered (mandatory unless any of the other criteria were specified) Postal Code covered (mandatory unless any of the other criteria were specified) Covered Job Types: The (possibly multiple) job types that are covered by the geographical areas specified in the rule. |
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Setting Up Glossary
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Foundation > Platform > Translate Glossary Terms |
The glossary consists of the terms displayed across the user interface in labels, instructions, tips, warnings, error messages, search modals, and dashboards. The glossary can be translated into any supported language so that users can use the system in their native language.
The Glossary Utility is comprised 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 Import Glossary Translation actions. It is also possible to Delete Language Translations that are no longer necessary.
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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.
- Click on Download XLIFF Template from the Actions menu.
- Select the type of the template to download from the modal and click SUBMIT.
- Click on the HTML icon.
The selected XLIFF file will be downloaded.
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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. |
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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.
- Click on Add Language Translation from the Actions menu.
- From the modal window:
- Select the language from the drop-down.
- Click on Upload File
- Either drag and drop your translated file or click anywhere in the Upload modal to select the file manually.
- Wait until the name of the file appears in the Upload modal and click DONE.
- Click on SUBMIT.
The updated XLIFF file including the translated language will be saved and made available the next time the user logs in.
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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:
- All Terms (translated or not)
- Non-Translated Terms
- Translated Terms
- Select the language whose terms should be modified.
- Click on Export Glossary Translation.
- Select the Export Type from the modal.
- Click on SUBMIT.
- The selected XLIFF file will be downloaded.
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tool, directly available through the Chrome or Safari |
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Once the terms are translated, they must be uploaded back into CRM.COM. Refer to Adding Language Translation.
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This action is used to add a new language translation, by selecting one of the languages that were not already translated and the XLIFF file that contains the translation for that language. Once the new language is added the user must logout and login again to view the changes.
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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:
- Replace Existing Translation (to remove all current and add new translated terms)
- Amend Existing Translation (to add new or correct existing terms)
- Select the language whose terms should be modified.
- Click on Import Glossary Translation.
- Select the Import Type from the modal.
- Click on Upload File
- Click on Upload File
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- Drag and
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- drop the translated file or click anywhere in the
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- upload modal to select the file manually.
- Wait until the name of the file appears in the Upload Modal and click
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- DONE.
- Click on SUBMIT
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This action is used to export Glossary Terms already translated in the XLIFF format, so as to make corrections and/or additions. There are three available export options:
- All Terms: Translated or not
- Non Translated Terms: Only the terms that have not been translated yet will be exported
- Translated Terms: Only the terms that have already been translated will be exported
- From the Language Tab select the language whose terms should be modified
- Click on Export Glossary Translation
- Select the Export Type from the modal
- Click on SUBMIT
- The selected type of XLIFF file will be downloaded
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Several Computer Assisted Translation (CAT) tools can be used to translate terms into your language of preference. We recommend MATECAT which is directly available through Chrome or Safari browsers. |
This action is used to import the Glossary Terms of a language that has already been translated into the XLIFF format, so as to make corrections to translated terms or to amend the list by adding or removing terms. There are two available options:
- From the Language Tab, select the language whose terms should be modified
- Click on Import Glossary Translation
- From the Import Glossary modal select:
- Import Type: Select the Type of Import from the drop-down
- Click on Upload File
- Either drag and drop your translated file or click anywhere in the Upload modal to select the file manually
- Wait until the name of the file appears in the Upload Modal and click on DONE
- Click on SUBMIT
This action is used to delete an existing translated language.
- From the Actions Menu click on Actions > Delete Language Translation
- From the modal select the language to delete
- Click on SUBMIT
The selected language will not be available on the next login
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The action is used to delete a translated language.
- Click on Delete Language Translation from the Actions menu.
- From the modal select the language to delete.
- Click on SUBMIT.
The selected language will not be available on the next login.
Translating attributes
A set of attributes for specific entities will be available for translation in the available languages. This generic process can be applied to all supported entities and can be accessed when setting them up or creating them. Entities and their attributes include:
- Products
- Description
- Long Description
- Product Types
- Name
- Description
- Product Brands
- Name
- Description
- Product Families
- Name
- Description
- Product Categories
- Name
- Description
- Reward Offers
- Name
- Description
- Marketing Information
- Text for "No Awards" Status
- Text for "Times Awarded" Status
- Text for "Weekly Average Awarded Amount"
- Offer Image Alternative Text
- Offer Background Image Alternative Text
- Long Description
- Short Description
- Reward Schemes
- Name
- Description
- Marketing Information
- Scheme Image Alternative Text
- Scheme Background Image Alternative Text
- Long Description
- Short Description
- Subscription Types
- Name
- Description
- Voucher Types
- Name
- Description
- Communication Templates
- Subject
- Content
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The process of translating entity attributes is also applied when communicating with a contact information in their preferred language. Where language cannot be identified, the entity attribute values are displayed in the (default) system language. |
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Setting Up Admin Settings
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Foundation > Platform > Manage Admin Settings |
VAT and other tax rates
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VAT and Tax Rates
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Tax definition fields
This table contains an explanation of the sections of the tax definition page, a description of the usage of its fields and additional information
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Main Information | |||
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Rates Tax Model Defines whether the rates/prices defined in Price Plans and Usage Service Catalogs are including the tax or not. (both tax and VAT rates). By default, all rates configured are tax inclusive. | |||
Tax Codes | |||
Create your tax codes. Each tax code, groups together a set of tax and VAT rates. For each tax code, exceptions can be specified based on accounts receivable classifications, on which taxes will not be applied during billing. For example, a hospital on which tax should not be applied, could be of a specific classification that will be excluded from taxing.
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Defines the minimum required address-related fields which must be specified as location conditions for VAT and tax rates. The available location conditions that can be chosen are, Country, District, Area. |
VAT and Tax rate fields
This table contains an explanation of the sections of the tax and VAT rates page, a description of the usage of its fields and additional informationVAT and other tax rates are applied to products during billing, depending on the customer's country of residence. Tax rates can also vary depending on the product (e.g., pharmaceutical or educational) and on location.
Multiple rates can be defined and used across the software. Each rate can have more than one applicable value over non-overlapping periods. Multiple rates may be configured for the same period and applied to different products or applied to the same product based on location conditions (the account owner's billing address).
Define business rules related to taxes in the tax definition before creating all the required VAT and other tax rates.
Tax definition fields
The table describes the sections of the Tax Definition page and explains how the fields on the page are used.
Mandatory Configurable
Main Information | |||
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Rates Tax Model: Whether or not the rates defined in price plans and usage service catalogs include taxes (inclusive by default). | |||
Tax Codes | |||
Used to group VAT and other tax rates applied during billing together. Exceptions can be specified for each code based on accounts receivable classifications to exclude the account from being taxed during billing. E.g., a hospital could be in a classification excluded from taxes.
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Matching Criteria | |||
Defines the minimum required address-related fields that must be specified as location conditions for VAT and other tax rates. The available location conditions are country, district, and area. | |||
Online Taxation Service Includes the required configuration for integrating with and using an online taxation service for applying taxes. | |||
Enable taxation service: theintegration is disabled by default, in which case taxes should be configured in CRM.COM. Taxation Service with which CRM.COM should integrate. A service must be specified if the integration is enabled. Settings required for a successful integration with the selected taxation service. Each service might have different settings.
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VAT and other tax rate fields
The table describes the sections of the Tax and VAT Rate pages and explains how the fields in each page are used.
Mandatory Configurable
Main Information | |||||
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Tax Code: Can be used for financial reporting . They are and is required when the same type of tax differs when in a different location. For example, you have the Sales Tax which is different across locations. E.g., Sales tax is 9.98% in Louisiana , and 8.92% in Washington. In this case you would configure 2 Two different tax rates both of which would have with the same tax code . Check must be configured. Refer to the tax definition for additional more options on tax codes. Apply VAT Rate (only available in Tax rate): Indicates whether a VAT rate will be additionally applied on in addition to the taxed amount. This field is only available in Tax rate | Period RatesFor each tax rate you can define different rate per period. You can add multiple periods , but the From and To dates cannot overlap. The Country (stated in the customer billing address) associated with the specific VAT rate.Used when a multi-country business network is enabled in General Settings. | ||||
Period Rates | |||||
Different periods can be defined for each tax rate as long as periods do not overlap (defined using 'From' and 'To'). The following information is available for each period: Tax Period Percentage Tax Period From Date Tax Period To Date
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Location Conditions | The (A list of | conditions criteria that should be met in order for the tax rate to be applied) | |||
More than one VAT or other tax rate can be defined for the same product and applied according to location conditions. 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 applieddetermines the appropriate rate by matching the conditions to location information defined in the customer's billing address. Multiple sets of conditions can be specified and at least one of them or more 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, Country, Area, District while the district, and area. The values that must be specified for each period rate , depend on how they are configured in the tax are determined by the tax definition. | |||||
Applied on Products | |||||
You can select The products, product types or product families that the rate should be applied to. |
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General
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settings
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General settings are used to provide system information and to configure settings and restrictions which are applied across configure system settings, system restrictions, and language settings that are applied across the software, either through the user interface (UI) or Web API. If General settings also provide information on the system.
System access is restricted to super users until general settings are not configured, only Super Users can access the softwareconfigured.
General settings fields
This table contains an explanation of The table describes the sections of the General Settings page, a description of the usage of its fields and additional information General Settings page and explains how the fields on the page are used.
Mandatory Configurable
System Settings | |||||
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Contact Information: A of type 'Company' Contact Information that represents your organisation. Company Logo: The logo of the organisation displayed Displayed across the system on the right of the Top Menu.
The currency adopted Default Currency :used by the system when during the creation of records, if no alternative is specified supplied by the user during the creation of records which require a currency. Default Home Page: The page that will be displayed after log in when login, if no alternative is specified by the user. The 'Organisation's 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:' is also an option. Enable Hot Keys:
Disable Automatic Search:Defines whether Stops the quick search results should be automatically triggered within a period after the last keystroke. display of quick search results after the last keystroke. Enable multi-country business network ('No' by default) Automatic Search Delay Time (msec): Defines the duration of the pause The period between the last keystroke and the display of search results. Time Zone: The time zone of the organisation. Time zones are defined 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. | |||||
Supported Countries | |||||
Defines which of the configured countries can be used in a Business Network consisting of multiple countries. If none are specified, then all are available. Country: Select to make available when a multiple countries Business Network is applied. | |||||
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 configurable boxes and radio buttons, if those elements include fixed (configurable values) values. The Default System Language default system language is applied on all users having the Organisation System Language as their preferred System Languageto users that have not selected another 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. Supported Languages: Select the languages that will be 'Check' to make 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, 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 super users on each call. The restriction does not apply to Reports reports or Printoutsprintouts. 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 general users on each call. This is also validated during the configuration of the rows number of rows that can be retrieved per Summary page. This The restriction does not apply to Reports reports or Printoutsprintouts. 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 Systemsystem). | |||||
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 |
Formatting
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settings
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Formatting settings are used to define restrictions in formatting when entering data into the systemdata entry, such as on:
- Date and Time
- Numbers (e.g. separators)
- Personal Contact Information Addresses, Phones, ID, Passport, Social Security Number
- Company Contact Information Addresses, Phones, Registration, VAT and Tax Reference Numbertime format
- Use of number separators
- The format of 'personal' and 'company' contact information, addresses, phones numbers, and demographics.
Formatting settings fields
This table contains an explanation of The table describes the sections of the Formatting Settings page, a description of the usage of its fields and additional information Formatting Settings page and explains how the fields on the page are used.
Mandatory Configurable
Number Formatting Settings | |||
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Decimal and Thousands Symbols: Defines the symbols that will be used to separate decimals and thousands. The supported options areSymbols:
Number of Decimal Digits: Defines the number of digits for various numerical fields. The for the following types of numerical fields are supported:of numerical fields:
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Date Formatting Settings | |||
Date Format: Defines how date values should be formatted within CRM.COM. The supported options are the following:
where DD is the day, MM the month and YYYY the year Time Format: Defines how time values should be formatted within CRM.COM. The supported options are the followingTime Format:
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Contact Information Formatting Settings | |||
Addresses | Defines a list of formatting rules that new or existing Contact Information Addresses should comply with when edited. Formatting Settings for Contact Information Addresses are defined per Country and can only be applied to Postal Codes (including PO BOX Postal Codes). There are two methods in which validations are performed, Simple and Advanced, each with its own rule settings: Simple FormattingMinimum and Maximum NumberUsed to define formatting rules (simple or advanced) for creating or editing contact information addresses from each country, using the postal code. Simple Formatting: Sets restrictions on the minimum and maximum number of characters. Advanced Formatting: Uses a regular expression to validate the postal code. The regular expression specifies the pattern that the value must follow to be accepted by the system. Apply each rule to all or specific address types. | ||
Phones | Used to define formatting rules (simple or advanced) for creating or editing contact information phone numbers from each country, using the phone number. Simple Formatting: Sets restrictions on the minimum and maximum number of characters. Advanced Formatting Regular expression against which the postal code will be validated : Uses a regular expression to validate the phone number. The regular expression specifies the pattern that the value must follow to be accepted by the system. | Phones | Defines a list of formatting rules that new or existing Contact Information Phone Numbers should comply with when edited. Only the Phone number is validated, and the allowed format is defined per Country. There are two methods in which validations are performed, Simple and Advanced, each with its own rule settings: accepted by the system. Apply each rule to all or specific address types. |
Demographic Information | Used to define formatting rules (simple or advanced) for creating or editing demographic contact information from each country, using the ID, passport, and social security numbers. Simple Formatting: Sets restrictions on the minimum and maximum number of characters. Advanced Formatting: Uses a regular expression to validate the ID number, passport number, and social security number. The regular expression specifies the pattern that the value must follow to be accepted by the system. | ||
Demographic Company Information | Defines a list of formatting rules that new or existing Contact Information Demographics should comply with when edited. The information that is validated is the ID Number, Passport Number and Social Security Number, and the Formatting Setting rules are validated per country. There are two methods in which validations are performed, Simple and Advanced, each with its own rule settings: Used to define formatting rules (simple or advanced) for creating or editing company contact information from each country, using the registration, VAT, and tax reference numbers. Simple Formatting: Sets restrictions on the minimum and maximum number of characters. Advanced Formatting: Uses a regular expression to validate the registration number, VAT number, and tax reference number. The regular expression specifies the pattern that the value must follow to be accepted by the system. | ||
Company Information | Defines a list of formatting rules that new or existing Contact Information Company Profiles should comply with when edited. The information that is the Registration Number, VAT Number and Tax Reference Number and the Formatting Setting rules are validated per country. There are two methods in which validations are performed, Simple and Advanced, each with its own rule settings:
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the system. | |
Address Formatting Settings (Follow either a standard or international address format and layout) | |
Address Format | Fields available for the standard address format:
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International Format | Fields available for international format:
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Note |
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Information on building regular expressions can be found at https://en.wikipedia.org/wiki/Regular_expression. Regular expressions for each country's post code postcode can be found at: at http://www.grcdi.nl/gsb/global%20sourcebook.html. |
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Numbering
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schemes
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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.
Numbering scheme fields
This table contains an explanation of The table describes the sections of the Numbering Schemes page, a description of the usage of its fields and additional information page and explains how the fields on the page are used.
Mandatory Configurable
Main Information | |
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Sequence Name: The name of the sequence, as Selected from a list 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 SequenceName Sequence Code: Unique sequence ID. Prefix: The prefix that will be used as A letter set by the user that is part of the auto-generated number. i.e. S10000sequence ID. E.g., 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 |
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.
The following limitations apply to unlicensed use (i.e. no License details or key exists or the License key is not correct) of the CRM.COM software:
- Only the Foundation > Platform > Admin Settings Menu (and sub-menus) can be accessed
- System access is limited to Super Users.
License fields
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License
Determines permissions granted to the organization using the software, such as the application areas and modules that can be accessed and the number of users, subscribers and rewards participants that can be active at the same time.
In the absence of a valid license key or details:
- System access is limited to super users.
- General users can only access Foundation > Platform > Admin Settings menu and sub-menus.
License fields
The table describes the sections of the License page and explains how the fields on the page are used.
Mandatory Configurable
License Information | |||||||
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Type*: The type of the License, which can be:
Organisation Group: The Organisation Group for which the License is issued, which can have multiple organisations. Effective Date*: The date on which the license was applied. Expiration Date*: The date on which the license expires. (can be for multiple organizations) Effective Date Expiration Date Number of Allowed Organisations: The number of organisations that can be used by the organisation Group. Number of Existing Organisations: The number of organisations that are Organisations already used by the specific organisation organization group. Number of Allowed Active Users: The number of active users that can be used by each organisation from each organization of the specific organisation group. Restrictions to system usage ; system restrictions may apply if the number is exceeded. Number of Existing Active Users *: The number of already active users of each organisation of that specific organisation from each organization of the specific group. Number of Allowed Active Subscribers: The number of active subscribers that can be managed by each organisation organization of that specific organisation the group. Restrictions to system usage System restrictions may apply if the number is exceeded.Active subscribers are the An active subscriber is defined as a distinct accounts receivable owning at least one subscription with with a registered subscription and at least one effective subscription service. Number of Existing Active Subscribers:The number of active subscribers that are already managed by each organisation of that specific organisation from each organization of the specific group. Number of Allowed Active Rewards Participants : The number of active rewards participant that can be managed by each organisation of that specific organisation group.Restrictions to system usage apply if the number is exceeded. By definition, an 'active' rewards participant must participate in at least one effective reward scheme. Number of Existing Active Rewards Participants: The number of active rewards participants that are already managed by each organisation of that specific organisation from each organization of the specific group. | |||||||
Areas Controlled By License | If (Not displayed if the license provides unrestricted access to the software | without any restrictions on the applications or modules | , then these sections are not displayed.) | ||||
Applications: Controls access to CRM.COM applications. Modules: Controls access to CRM.COM Modules. If an application or module is restricted through the license, then:
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Anchor | ||||
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The For licensing purposes, the number of active users or reward participants , subscribers and users is calculated and evaluated per Organisation (not per Organisation Group). If the number of allowed organisations, active users, active rewards participants or active subscribers is exceeded, then restrictions to system usage are applied, based on the license type:
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and subscribers is measured per organization. Depending on the type of license, restrictions are applied if the allowed number is exceeded.
License Type | Restrictions applied if the number of users is exceeded |
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DEMO |
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COMMERCIAL |
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COMMERCIAL PREMIUM |
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Updating the license
If your To update a license which is about to expire and you would like to update it then you can do so, through the respective page.:
- Navigate to View License.
- From the the Top menu, click on Update Update License.
- Provide the information sent to your Organisation organization by CRM.COM.
- License Key: Applicable and visible Displayed only if a license key doesn't already exist for the specific organisationorganization.
- License Details: Text area for the encrypted text.
- License Key: Applicable and visible Displayed only if a license key doesn't already exist for the specific organisationorganization.
- From the Actions Menu, click Click on SUBMIT.
- The updated License information is now available in on the View License screen.
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Scheduler
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settings
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Scheduler settings are used to define determine the rules to be applied while when running batch processes through the scheduler engine. If more than one application server is used to connect to an organisationorganization, 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 for each application server , as well as and to define if the scheduler will be started automatically on certain servers.
Scheduler settings fields
This table contains an explanation of The table describes the sections of the Scheduler Settings page, a description of the usage of its fields and additional information page and explains how the fields on the page are used.
Mandatory Configurable
Main Information | |||||||||||||
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Organisation : The organisation related with the scheduler settings.Name | |||||||||||||
Scheduler Enabled Application Servers (A list of the application servers | which that are registered for the specific | organisation organization and are 'Enabled' to run scheduled processes through the scheduler engine. All | the registered servers (which share the same ECENTER) are loaded automatically. Server registrations are created automatically whenever | the specified a user | , logs into the server using the specific | organisationcredentials.) | |||||||
Application Server: The currently registered server. Only the servers servers related with to the organisation organization of the logged in user are loaded. Enabled: If checked, the specific server will be 'Enabled'Check' to run scheduled processes through the scheduler engine. At least one registered application server must be 'Enabled'. Start Automatically on Starting the System: If checked, 'Check' to start the scheduler will start automatically on when the server whenever it is restarted. 'Check' only if the application server is one 'Enabled' as well. Default : If checked, the server will be considered as the default server for running scheduled processes through the scheduler engine. This information is available only if the application server is 'Enabled'. | |||||||||||||
Allowed Scheduler Processes | A set of business rules which define Business rules that determine the scheduled processes that can be performed by each | Application Server. Scheduled processes which application server. The default application server will process scheduled processes that are not included in the list | will be processed by the Application Server which is registered as the default server. | ||||||||||
Application Server: The registered Application Server that is allowed to perform the specified process. Only the Application Servers related application servers associated with the organisation organization of the logged in user can be defined. Module:Specific module to determine the select a module (e.g., Billing) to make its processes available for scheduling, for example, Billing. The Process: The process that will be allowed to be performed by the specified registered server, for example, Normal Billing Run |
Compatibility Settings
Compatibility settings are used to define settings that will make the behavior of features compatible with the behavior that used to be applied in previous releases.
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e.g., normal billing run. |
Compatibility settings
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Compatibility settings ensure that features remain compatible across releases.
'Enabled' legacy subscription actions are available.
The following legacy subscription actions are replaced by 'Amend Services and Installed Items' subscription action These actions are:
- Add Service
- Remove Service
- Add Installed Item
- Remove Installed Item
- Change Subscription Distributions
Attachments
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You can attach various files Files or URLs either can be attached on specific entities , i(e.eg. attach , a contract on a subscription) or to a subscription, or centrally for example central library (e.g., a contract template which can be accessed and downloaded by all users).
Attachment classification
Classifications are used to group attachments with similar business usage. Classifications can be configured in the system, and then every time an attachment is added to the system, a classification can be providedgroup attachments of a similar business function. Classifications can be configured in the system and provided with every attachment.
Attachment library
You Users can maintain an attachments library in which users will be able to upload various attachments. These attachments are not customer specific but organisation specific, and can be used through third upload attachments such as files or URLs to a 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. Attachments can either be a file or a URL.
Attachments library settings fields
This table contains an explanation of The table describes the sections of the Attachment Library page, a description of the usage of its fields and additional information Attachments page and explains how the fields on the page are used.
Mandatory Configurable
Name | Description |
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Attachment: The attachment to be uploaded into the system. Attachment: The user can select whether to Upload File upload a file or URL.
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Uploading an attachment to the library
Specific Attachments that are specific to a record attachments can record can be uploaded almost from all most modules. In Use the attachments library, upload attachment's library to upload files or URLs that are of global usage usage.
- Navigate to the attachments libraryFrom .
- Click on Upload File or Add URL from the Actions menu click on Actions > Upload File or Actions > Add URL
- 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
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Specify a URL - Select a classification for the attachment and click SAVE
Setting Up Health Monitoring Utility
Info | ||
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Foundation > Platform > System Health Monitoring Utility |
Health Monitoring Utility is used to detect damaged batch processes whose execution stopped unexpectedly, recurring batch processes that were not scheduled to be executed as well as batch processes that for some reason cannot be executed, to prevent any erroneous and unexpected system behaviour. The utility logs errors and warnings and notifies Admin Users accordingly. In greater detail:
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- .
- Click on the Upload File link and drag and drop the file or click in the box to browse for the file to upload
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Specify a URL. - Select a classification for the attachment and click SAVE.
Batch process admin board
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The board offers a collective view of batch processes that have been executed or are in line for execution, including background processes (no need for user intervention) and user-defined processes (configured and triggered by the user).
The table describes the sections of the Batch Process Admin Board page and explains how the fields on the page are used.
Mandatory Configurable
Name | Settings |
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Select whether reporting on background processes takes place for erroneous records exclusively, or also for successful records. | |
Recurring System Processes (Background processes available in the system) | |
For each process the following actions are possible:
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Logs | |
View logs for user-defined processes, optionally filtering by module, process name, and start date. |
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Setting Up Health Monitoring Utility
Info | ||
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Foundation > Platform > System Health Monitoring |
The health monitoring utility can be configured to notify admin users regarding errors, warnings, and updates by email. 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, e.g. . For example, the application server's scheduler is 'Not Effective' and logs logs an error.
Health monitoring utility fields
This table contains an explanation of The table describes the sections of the the Health Monitoring Utility page, a description of the usage of its fields and additional information page and explains how the fields on the page are used.
Mandatory Configurable
Main Information | |||
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Status:Determines the status of the Monitoring Utility, which can be one of the following:
Last Execution Date / Time: The last date on which the Utility was executed. Last Execution Duration in Seconds: The duration of the last execution in seconds. | |||
Latest Errors | |||
A list of the errors identified in the latest execution of the Utility. Module: Determines the module related with the batch process. Batch Process: Determines the name of the batch process. Error Code: Determines the code of the identifier error. Error Description: Determines the description of the identifier error. | |||
Latest Warnings | |||
A list of the warnings identified by Last Execution Date / Time Last Execution Duration in Seconds | |||
Latest Errors (A list of the errors identified in the latest execution of the utility | .) | ||
Settings | Module:Determines the module related with to the batch process. Batch Process : Determines the name of the batch process. Warning Description: Determines the description of the identified warning. | ||
Email Notifications | |||
(name) Error Code Error Description | |||
Latest Warnings (A list of the warnings identified in the latest execution of the utility) | |||
Module related to the batch process. Batch Process (name) Warning Description | |||
Email Notifications | |||
Settings | From Email Address (sender) Subject Notify on Errors: Whether notifications should be sent each time an error is identified. Notify on Warnings: Determines whether Whether notifications should be sent each time a warning is identified. | ||
Recipients | The users that will be notified either for regarding warnings or and errors. |
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Platform Business Examples
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Panel | ||||
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Scenario Company ZX is opening her its doors to french publicthe French market. A new call centre center is being set up to handle support customers.
Solution
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.
A sales tax (VAT) of 20% is applicable as a Standard Rate, 10% as Reduced Rate and 2,1% as Super Reduced Rate
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Scenario Company ZX wishes to incorporate a multi-country business network in their CRM.COM system.
Solution
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Glossary
CRM.COM Term | Description |
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Communications | Log the interaction between customers and agents. Communications can support multiple Communication communication media such as Emailemail, SMS, telephony, letters post, and others. |
Products | They 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 commodityPhysical 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 fees. |
Scheduler Engine | Scheduler An engine is used to execute jobs that are configured in the system to handle batch processes.that launches the execution of batch processes at predefined times.
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Related Links
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