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1. Description

Zoom 3Play is a fictitious company created for CRM.COM demo purposes and to showcase an end-to-end demo scenario where customers can sign up from an online portal to the Zoom3Play services and manage their subscriptions online by logging in with their personal username and password . The portal is integrated with the CRM.COM back end system where a full subscription management and billing process can be executed. All billing and payment transactions is handled by the CRM.COM system back end based on the billing/pricing rules and configurations for the Zoom3Play scenario. 

Zoom 3Play offers its customers PayTV (IPTV + OTT), Broadband, and IP Telephony under 4 different pre-defined packages. Customers have the ability to subscribe to these four packages via the Zoom3Play web portal, they can log-in to the portal using their ID (provided by an automatically generated email after subscription activation) and password and manage their subscription with the ability to change services, update their personal and payment details, view and pay for their bills, view their wallet balance, top up their prepaid wallets, purchase vouchers and receive communications.

The four packages offered on the Zoom3Play website are:

Payments for the services

1. How to create an account on the CRM.COM Self Service Portal (new subscriber)

• Open your web browser
• Navigate to http://www.zoom3play.com
  
• The ZoomLine homepage provides information regarding the available products and services. Scroll down or click on "Packages" to see the available services/packages
  

• Choose the Service you want to subscribe to and click on Subscribe
• The service registration page opens that allows you to add more services to your selected package
  
  

• If the service you choose to subscribe to requires an installed item (Router, STB) on the account, like the Premium Satellite TV (requires STB) or Triple Play (requires Router) service provide the serial number of your already purchased set top box/router
  
• When you are done with your product selection you can view your selection and rates before you checkout (EDIT ONCE PORTAL IS COMPLETED)
  
• When you are ready to proceed click on Checkout (EDIT ONCE PORTAL IS COMPLETED)
• The registration wizard opens and you are requested to provide your details so as to complete your subscription registration (EDIT ONCE PORTAL IS COMPLETED)
  
  
• When you are done click on Finish to complete your subscription registration
• As soon as your registration has been completed, a confirmation message will appear on the screen.  On successful registration, please check your email for details on how to log in to the portal.
   Note:  Additionally, an SMS is sent to your mobile phone as soon as your subscription is activated.

2. How to create an account on the CRM.COM Self Service Portal (existing subscriber) -(EDIT ONCE PORTAL IS COMPLETED)

• Open your web browser
• Navigate to http://www.AluxSat.com/login
• The Login page opens
• Click on Create My AluxSat account
  
• Enter your account number (as registered in CRM.COM), email address (as registered in CRM.COM) and a password - (EDIT ONCE PORTAL IS COMPLETED)
• Click on Send
  
• An email will be sent to you with access details

3. How to log in and navigate around the CRM.COM Self Service Portal - (EDIT ONCE PORTAL IS COMPLETED)

• Open your web browser
• Navigate to http://www.zoom3play.com
• The Login page opens
• Enter your Account Number (provided in the email you received when your subscription was completed)
• Enter your Password (the one you provided during registration)
• Click Login
  

• The portal’s welcome page opens. Through the Home menu item, you can see a preview of your subscription as well as your bill preview and issue list (if any) - (EDIT ONCE PORTAL IS COMPLETED)
  

• To manage your subscriptions click on the Subscriptions menu item. From here you can view what's included in your subscription and you have the option to add and/or remove services - (EDIT ONCE PORTAL IS COMPLETED)
  

• To view and pay your bills click on the Bills menu item - (EDIT ONCE PORTAL IS COMPLETED)

• To raise an issue click on the Support menu item and then click on Create Issue - (EDIT ONCE PORTAL IS COMPLETED)
• Provide details regarding your issue and click on Create
  
  
• To update your contact information and billing address click on the Settings menu item - (EDIT ONCE PORTAL IS COMPLETED)
  
• To view your wallet click on the Wallet menu item (prepaid subscriptions only - subscribers to Family Pack) - (EDIT ONCE PORTAL IS COMPLETED)
  
• To top up your wallet click on Top Up - (EDIT ONCE PORTAL IS COMPLETED)
• Select your card or add a new card and enter the amount you would like to top up
• If you are toppping up your wallet using a voucher, enter the voucher secret code
• Click Proceed
  

• To purchase a voucher click on the Vouchers menu item - (EDIT ONCE PORTAL IS COMPLETED)
• Select one of the available voucher types
• Select if the voucher is going to be used for personal purposes or if you are buying the voucher as a gift for a friend
• Select your card or add a new one
• Click on Proceed
  
• The voucher secret code will be sent via email

• To view your notifications, click on the envelope icon on the top right section of the portal
  
• To log out of the portal click on Logout
  
  
  

4. Log In to CRM.COM

• Open your web browser
• Navigate to https://demo2.crm.com/crm
• Enter the username and password that were provided to you
• Click Go
  
  

5. Get familiar with the CRM.COM screens

• Some helping guides to get familiar with the CRM.COM screens:
  

6. How to view a contact

• Navigate to CRM > Contact Information > Manage Contact Information
• Search for the contact you would like to retrieve using the search criteria and click Search
• The results that meet the specified criteria are retrieved
•  Click on "View" next to the contact the name to enter its Data Entry page
  
• The Contact Information page opens
• Navigate through the various tabs and scroll down to view all entered contact information
  

 Note: For more information on Contact Information click on the link below:

https://discover.crm.com/display/V4Manual/Contact+Information 

7. How to update a contact’s personal details

• Navigate to CRM > Contact Information > Manage Contact Information
• Search for the contact you would like to retrieve using the search criteria and click Search
• The results that meet the specified criteria are retrieved
•  Click on "View" next to the contact name to enter its Data Entry page
• The Contact Information page opens
• To update the personal details click on Edit t the top
  
• Update the contact details as desired
• Click Save

 Note: For more information on Contact Information click on the link below:

https://discover.crm.com/display/V4Manual/Contact+Information 

8. How to view a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search for the subscription you would like to retrieve using the search criteria and click Search
• The results that meet the specified criteria are retrieved
• Click on "View" next to the enter to enter the subscription data entry page
  

• The subscription page opens
• Navigate through the tabs to view the entered subscription information
  

 Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

9. How to create a new segment using CRMQL

• Navigate to Foundation > Segmentation > Manage Segments
• Click New at the top
  
  
  
• Select the "Segmented Area" that the segment will be about
• Under Criteria specify the segment criteria using CRMQL.  You will notice that as you type, the system provides a list of the available items to select in order to syntax your criteria.  (More information on the CRMQL syntax can be found here: https://discover.crm.com/display/V4Manual/Using+CRM+Query+Language )
  
• As soon as the criteria are defined click Save
• In order to preview the segment click Preview from the Actions button on the top
  

 Note: For more information on Segmentation click on the link below:

https://discover.crm.com/display/V4Manual/Segmentation

10. How to create a notification run to be sent to a specific customer segment

• Navigate to CRM > Communications >Notifications > Notification Types
• Click New on the top and select "Financial"
  

• The Financial Notification Type screen opens
• Add a "Name" to your Notification i.e Low Wallet Balance
• Under the "Notification Information" drop down choose "Wallets"

• Select a notification template or click on new to create a new template which will open a new tab in your browser to enter the new template details
  
  
  
• Under the Template Values select the Media (Email, SMS, other) - If you click on email the email HTML editor will appear
• Write up the content of the communication template. In this example something to inform your customer to top up as the wallet balance is low
• Click Save and scroll over Actions to make the template effective
  
• You can now choose the effective template under the Communication Template drop down menu
• Under the conditions click "+condition" to add a condition and choose "Wallets" and again click "+ Condition" and choose "Balance" from the drop down
• An choose the balance threshold you would like this notification to be sent once customers wallets reach the specific number. For example "5" to sent the notification to anyone whose wallet balance is less than $5
• Click Save to save the notification type
  
• Click Save to save the notification 

 Note: For more information on Notification Runs click on the link below:

https://discover.crm.com/display/V4Manual/Notifications

11. How to set up an Additive Discount

• Navigate to Finance > Product & Pricing > Additive Discounts > Additive Discounts
• Click New
• The Additive Discount Definition page opens
• Enter the main information about the additive discount (i.e Name, Alternative Code)
• Under the "Applicable For Product Classifications" choose the type of service this will apply on (i.e Termed Services)
• 
  
• Under the "Discount Rules" tab enter the discount settings
  • Under the "Discount" drop down choose whether the discount will be a Percentage, Number or free Period and define the specific number of your setting (i.e Amount per Period for the example of Termed Service type discount)
  • Specify the amount (i.e 1 / Months
  • choose the Discount Validity (i.e "Always valid)
  

• Click Save

Note: For more information on Additive Discounts click on the link below:

https://discover.crm.com/display/V4Manual/Additive+Discounts

12. How to view an existing customer through the Communication Centre

The Communication Center is the interface designed for Customer Care Agents to manage subscribers. It provides access to all the necessary information and actions a Customer Service Agent would need to manage a subscriber. It can be integrated with other Customer Care related systems such as IVR systems and more.

• Navigate to CRM > Communication Centre > Access Communication Centre
  
• Using the search filters on the top section search for the customer to retrieve and hit Enter
• All customer information is immediately loaded in the screen

Note: For more information on Communication Centre click on the link below:

https://discover.crm.com/display/V4Manual/Communication+Centre

13. How to create a new subscription for an existing customer within CRM.COM

• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve a customer or from the "Actions" click on "Log Person information" to create a new contact
• Complete the mandatory information

• For contact details add email and phone number and from the "Type" drop down on the left hand side choose "Mobile" and "Personal" respectively

• Click "+ Address" and add the relevant address information  
• Click "Save" on the top right to save the contact
• From the action panel select the Become Subscriber action
  
• In the newly opened tab click "New" under account name to create a financial account for the new subscriber.
• Choose account classification "Standard Customer"
• Under "Presentment Preferences" choose email and add the relevant eamil from the drop down
• At the bottom click "+Payment Preference" to add the customers payment preference
• For card payments choose "Stripe Payment" and add the below cad details:

           Card number: 4242 4242 4242 4242

           MM/YY: 01/2025

           CVC: 111

          ZIP: 11111

• Click "Verify"
• Ad cardholder name and click the "ON" button to use the same address for billing address

• Click Save on the top right to create the accounts receivable and go back to the previous tab to choose the subscriptions services and create the subscription

• Under "Subscription Type" from the drop down menu choose "Zoom TV Premium Online" which is an online (OTT) TV service
• For "Binding period" choose today's date
• For "Agreement Date" choose today's date
  
  
  
• The ACTION PANEL on the right allows you to preview the services and installed items you have added on the subscription before submitting it
• The Preview Rates section at the bottom rof the ACTION PANEL allows you to preview the rates and prices for the services and items you have chosen
• To create the subscription as a Draft click Submit As Draft - In the case on ZoomLine service you would need to submit the subscription as draft as money would need to be added to the account before the subscription has been activated. This is because ZoomLine services are chared either on a Pay-Before-Bill (Normal Billing) or on a Pre-rated (Prepaid Model) basis so in both models money need to be paid either on the account (Normal Bill) or in the customers wallet (Prepaid) in order to be able to activate subscriptions.
• To add money in a customer account after saving as draft go to the subscription number under the Subscriptions tab and click on "Manage subscription"

           Under the ACTION PANEL on the right click to expand "Subscription Related Actions" and click on Activate subscription

• At the bottom click on PAY NOW

• In the Payment modal window choose the Amount to pay which should be equal or bigger than the services rates and click SAVE

• Now that the payment has been done click SUBMIT to activate the subscription
  
  

 Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

14. How to add a new service to a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the subscription which you would like to add a new service to
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to add a new service to his subscription
• Under the Subscription tab select the subscription number
• Click Manage Subscription
• The Subscription window opens
• From the Action Panel expand the Subscription Service Related Actions section and click Add Services
  
• The Add Subscription Service window opens
• Select the Provisioning Distributor
• Select the service that you would like to add
• Select action type Add Service
• To add the service in draft service click Submit As Draft.  To add the service and activate it click Submit. If there is not enough money in the account you will need to repeat the payment process above to add money in the subscribers account
  

• You can now view the newly added service and its life cycle state under the Subscriptions tab
  

 Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

16. How to remove a service from a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the subscription which you would like to remove a service from
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to remove a service from his subscription
• Under the Subscription tab select the subscription number
• Click Manage Subscription
• The Subscription window opens
• From the Action Panel expand the Subscription Service Related Actions section and click Remove Services
  
• The Remove Subscription Service window opens
• Select the service to be removed
• Select action type Remove Service
• Click Submit
  

 Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

18. How to view a generated bill and send it via email

• Navigate to Billing > Billing > Manage Bills
• Search and retrieve the bill
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to view the bill
• Under the Financials tab you can view the bill under the Bills section and drill down to view more bill information
  

• To view the bill click on the Bill No.
  

• To send the bill via email to the subscriber directly from CRM.COM, go to PRINTOUTS on the top and select SEND VIA EMAIL

 Note: For more information on Bills click on the link below:

https://discover.crm.com/display/V4Manual/Bills

19. How to schedule an activity

• Navigate to CRM > Activities > Manage Activities
• Click New
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the appropriate customer
• From the action panel select the Schedule An Activity action
  
• The Activity window opens
• Enter or update pre-entered contact information 
• Select the activity type e.g. Maintenance Service and provide details regarding the activity
• On the Key Dates & Assignment section below specify the start date, the estimated and the expected completion time in order to be able to keep track of the activity
• Specify assignment information by assigning the activity to a unit or/and user
  
  
  
• Click Save
• You can keep track of the activities under the Customer Management tab and the Activities section
• Alternatively,  you can view the non-completed activities at any point under the Non Completed Activities section
  
  

  Note: For more information on Activities click on the link below:

https://discover.crm.com/display/V4Manual/Activities

20. How to create a service request

• Navigate to CRM > Service Requests > Manage Service Requests
• Click New
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer that the service request will be raised about
• From the action panel select the Raise A Service Request action
  
• The Service Request window opens
• On the Service Request Terms select the service request type and provide a description of the service request
• On the Key Dates & Assignments specify the start date, the estimated and the expected completion time
• Specify assignment information by assigning the service request to a unit or/and user
  
• Under the Affected Products tab choose any products relating to the service request
• On the Affected Products specify the physical goods and services that the service request is raised for
• Continue to the rest of the tabs and fill out all necessary information
• Click Save
• You can then view the Service Requests and track their progress through the Service Requests tab of the Communication Centre page
  

 Note: For more information on Service Requests click on the link below:

https://discover.crm.com/display/V4Manual/Service+Requests

21. How to view a subscriber’s Wallet

• Navigate to Finance > Wallets > Manage Wallets
• Search for a wallet to retrieve and click Search
• According to the search criteria the results are being retrieved
  
• Using the drill-drowns you can view wallet related information directly from the summary page
  
• Alternatively, click on the Wallet Number to enter its Data Entry page from where you can navigate through the various tabs and see all wallet related information
  

 Note: For more information on Wallets click on the link below:

https://discover.crm.com/display/V4Manual/Wallets

22. How to view a subscriber’s Accounts Receivable

• Navigate to Finance > Accounts > Manage Accounts Receivable
• Search for an account to retrieve and click Search
• Click on the account number to enter its detail page
  
• Navigate through the tabs at the bottom to view more account related information
  

 Note: For more information on Accounts Receivables click on the link below:

https://discover.crm.com/display/V4Manual/Accounts+Receivable

23. How to view dashboards

• Navigate to Foundation > Analytics > View Dashboards
• The dashboards page opens
• You can switch from one dashboard to another using the drop down Switch To Dashboard
  
  
  
• In order to drill down to view more information click on a piece on a chart.  On mouse over on a piece you can also see the % and the exact volume
  

 Note: For more information on Dashboards click on the link below:

https://discover.crm.com/display/V4Manual/Dashboards

24. How to generate a report

• Navigate to Foundation > Analytics > Run Reports
• Select a report to generate from the reports list
• Enter the criteria to filter your report results
• Define the fields to be displayed
• Define the group by fields
• Click on the format of the report to be generated
• The report is being generated according to the selected format
• If you would like to schedule the report to be automatically sent via Email then click on Schedule and define the scheduling settings of your choice
  

 Note: For more information on Reports click on the link below:

https://discover.crm.com/display/V4Manual/Reports