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

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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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.

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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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.

1. While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
2. Type the value in Auto-Suggestion enabled fields and press enter.
   1. If the value corresponds to only one match in the Melissa Database, then it is applied automatically.
   2. 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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1. While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
2. Provide all the related address fields.

3. Click on the 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

1. While in edit mode of the entity you are modifying, go to the related ADDRESSES Tab.
2. Provide all the related address fields.
3. Click on 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

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

Setting Up Glossary

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. Downloade 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.

1. From the Actions Menu click on Actions > Download Xliff Template
2. From the modal select the type of the Template you would like to download and click on SUBMIT
3. Click on the HTML icon
   The selected XLIFF file will be downloaded

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

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

When creating a new period for a currency rate: 

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

Address registry

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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.

1. From the entity's EDIT mode go to the ADDRESSES tab.
2. Type a value in autosuggestion enabled fields and press 'Enter'.
   1. If the value corresponds to a single match in the Melissa Database, then it is applied automatically.
   2. 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. 

Manual address registry verification

1. From the entity's EDIT mode go to the ADDRESSES tab.
2. 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).

3. 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

1. From the entity's EDIT mode go to the ADDRESSES tab.
2. 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).
3. 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

1. From the entity's EDIT mode go to the ADDRESSES tab.
2. Provide the required address fields.
3. Click on Quick Search to open the address modal.

   1. 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).

   2. Click on Search.
      The system will return a list of matching addresses.
   3. Select an address.

Advanced search address registry lookup

1. From the entity's EDIT mode go to the ADDRESSES tab.
2. Provide the required address fields.
3. Click on the Advanced Search to open the address modal.
   1. Provide the known fields.
   2. Click on Search.
      The system will return a list of matching addresses.
   3. 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.

Google Places Autocomplete

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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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

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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Setting Up Glossary

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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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.

1.  Click on Download XLIFF Template from the Actions menu.
   
2.  Select the type of the template to download from the modal and click SUBMIT.
3. Click on the HTML icon.
   The selected XLIFF file will be downloaded.

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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.

1. Click on Add Language Translation from the Actions menu.
   
2. From the modal window:
   1. Select the language from the drop-down.
   2. Click on Upload File
      1. Either drag and drop your translated file or click anywhere in the Upload modal to select the file manually.
      2. Wait until the name of the file appears in the Upload modal and click DONE.
3. 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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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:

• All Terms (translated or not)
• Non-Translated Terms
• Translated Terms
  
  

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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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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

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Setting Up 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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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

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

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

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

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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

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

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restrictions restrictions

Applied restrictions based on license type

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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.

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.: 

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

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

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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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

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.

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

Setting Up 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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1. .
   
2. Click on the Upload File link and drag and drop the file or click in the box to browse for the file to upload
   OR
   Specify a URL.
3. 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).

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The table describes the sections of the Batch Process Admin Board page and explains how the fields on the page are used.

 Mandatory   Configurable

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Setting Up Health Monitoring Utility

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

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