On this page
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
Countries
The module is used to configure the countries that will be available for selection throughout the system. A default country is set under Admin General Settings and applied to new contacts and user. Telephone numbers registered in the system are prefixed by a country code.
Currencies
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 an alternative currency is specified when the account is created, accounts receivable use the default currency.
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 in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
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)
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.
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:
Prerequisites |
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| System Processing |
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Address registry
CRM.COM is integrated with Melissa Data to facilitate users in registering addresses accurately. 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.
Address registry settings fields
The table describes the sections of the Address Registry Settings page and explains how the fields in 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 a suggested address is selected by the user, 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.
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 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 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 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 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.
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.
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.
- 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.
Using CAT tools to translate the Glossary Terms
We recommend using the MateCat Computer Assisted Translation (CAT) tool, directly available through the Chrome or Safari browser.
Translated terms must be uploaded back into CRM.COM. Refer to Adding Language Translation.
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.
- 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.
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
- 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.
Using CAT tools to translate the Glossary Terms
Import Glossary Translation
The action is used to import translated glossary terms in the XLIFF format, in order to make corrections or amendments by adding or removing terms. The two available types are:
- 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
- Drag and drop the 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 Upload File
- Click on SUBMIT.
Delete Language Translation
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.
Setting Up Admin Settings
VAT and other tax rates
VAT 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 on the same product based on location conditions (the account owner's billing address).
Define business rules related to taxing 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 in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
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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.
1) Tax codes are created in the definition. | |
| 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. |
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 | |
|---|---|
E.g., Sales tax is 9.98% in Louisiana and 8.92% in Washington. Two different tax rates with the same tax code must be configured. Refer to the tax definition for more options on tax codes. Apply VAT Rate (only available in Tax rate): Indicates whether VAT will be applied in addition to the taxed amount. | |
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 To Date
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(A list of 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 determines 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 one 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, district, and area. The values that must be specified for each period rate are determined by the tax definition. | |
| Applied on Products | |
The products, product types or product families that the rate should be applied to. |
General settings
General settings are used to configure system settings, system restrictions, and language settings that are applied across the software, through the user interface (UI) or Web API. General settings also provide information on the system.
System access is restricted to super users until general settings are configured.
General settings fields
The table describes the sections of the General Settings page and explains how the fields in the page are used.
Mandatory
Configurable
| System Settings | |
|---|---|
Company Logo: Displayed across the system on the right of the Top menu and in reports and printouts.
Enable Hot Keys:
Disable Automatic Search: Stops the display of quick search results after the last keystroke. Automatic Search Delay Time (msec): The period between the last keystroke and the display of search results.
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| Language Settings | |
The default system language is applied to users that have not selected another system language.
Supported Languages: 'Check' to make available for selection for users or contact information. | |
| System Restrictions | |
Upload Max File Size (KB) Allowed File Types (which can be uploaded to the system). | |
System Information (Read-only information related to the database) | |
Organisation Name Database Name Database Type Database Version Number Application Version Number |
Formatting settings
Formatting settings define restrictions in data entry, such as:
- Date and time format
- Use of number separators
- The format of 'personal' and 'company' contact information, addresses, phones numbers, and demographics.
Formatting settings fields
The table describes the sections of the Formatting Settings page and explains how the fields in the page are used.
Mandatory
Configurable
| Number Formatting Settings | |
|---|---|
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| Date Formatting Settings | |
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Contact Information Formatting Settings | |
| Addresses | Used 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. |
| 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: 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. |
| 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. |
| Company Information | 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. |
Information on building regular expressions can be found at https://en.wikipedia.org/wiki/Regular_expression.
Regular expressions for each country's postcode can be found at http://www.grcdi.nl/gsb/global%20sourcebook.html.
Numbering schemes
CRM.COM uses an automatic numbering scheme to identify various entities (e.g., invoices). The configuration of the scheme determines the format of the sequence codes by specifying their prefix and number of digits.
Numbering scheme fields
The table describes the sections of the Numbering Schemes page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
Custom Sequence Name
Prefix: A letter set by the user that is part of the auto-generated sequence ID. E.g., S10000.)
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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 in the page are used.
Mandatory
Configurable
License Information | |
|---|---|
Effective Date
An active subscriber is defined as a distinct accounts receivable with a registered subscription and at least one effective subscription service.
By definition, an 'active' rewards participant must participate in at least one effective reward scheme.
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Areas Controlled By License (Not displayed if the license provides unrestricted access to the software applications or modules) | |
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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Applied restrictions based on license type
For licensing purposes, the number of active users or reward participants 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 |
|---|---|
| DEMO |
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| COMMERCIAL |
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| COMMERCIAL PREMIUM |
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Updating the license
To update a license which is about to expire:
- Navigate to View License.
- From the Top menu, click on Update License.
- Provide the information sent to your organization by CRM.COM.
- License Key: Displayed only if a license key doesn't already exist for the specific organization.
- License Details: Text area for the encrypted text.
- License Key: Displayed only if a license key doesn't already exist for the specific organization.
- Click on SUBMIT.
- The updated License information is available on the View License screen.
Scheduler settings
Scheduler settings determine the rules applied when running batch processes through the scheduler engine. If more than one application server is used to connect to an organization, 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 for each application server and to define if the scheduler will be started automatically on certain servers.
Scheduler settings fields
The table describes the sections of the Scheduler Settings page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
| Organisation Name | |
Scheduler Enabled Application Servers (A list of the application servers that are registered for the specific organization and are 'Enabled' to run scheduled processes through the scheduler engine. All registered servers (which share the same ECENTER) are loaded automatically. Server registrations are created automatically whenever a user logs into the server using the specific credentials.) | |
Application Server: The currently registered server. Only the servers related to the organization of the logged in user are loaded. 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: 'Check' to start the scheduler when the server is restarted.
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Allowed Scheduler Processes Business rules that determine the scheduled processes that can be performed by each application server. Scheduled processes that are not included in the list will be processed by the default application server. | |
The Application Server that is allowed to perform the specified process. Only application servers associated with the organization of the logged in user can be defined. Module: select a module (e.g., Billing) to make its processes available for scheduling. The Process that will be allowed to be performed by the specified registered server, e.g., normal billing run. |
Compatibility settings
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 actions:
- Add Service
- Remove Service
- Add Installed Item
- Remove Installed Item
- Change Subscription Distributions
Attachments
Files or URLs can be attached on specific entities (e.g., a contract on a subscription) or to a central library (e.g., a contract template which can be accessed and downloaded by all users).
Attachment classification
Classifications group attachments of a similar business function. Classifications can be configured in the system and provided with every attachment.
Attachment library
Users can 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 library settings fields
The table describes the sections of the Attachments page and explains how the fields in the page are used.
Mandatory
Configurable
Name | Description |
|---|---|
In either case, the attachment name is displayed when a user opens the attachment modal. Once clicked, the content opens in a new tab. The preview feature is not available when adding or editing an attachment.
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Uploading an attachment to the library
Attachments that are specific to a record can be uploaded from most modules. Use the attachment's library to upload files or URLs that are of global usage.
- Navigate to the attachments library.
- Click on Upload File or Add URL from the Actions menu.
- 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. - Select a classification for the attachment and click SAVE.
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. For example, the application server's scheduler is 'Not Effective' and logs an error.
Health monitoring utility fields
The table describes the sections of the Health Monitoring Utility page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
Status:
Last Execution Date / Time Last Execution Duration in Seconds | |
Latest Errors (A list of the errors identified in the latest execution of the utility) | |
Module related to the batch process. Batch Process (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 |
Notify on Errors: Whether notifications should be sent each time an error is identified. Notify on Warnings: Whether notifications should be sent each time a warning is identified. |
Recipients | The users that will be notified regarding warnings and errors. |
Notes
If you are using a previous release, view CRM.COM Release Changes.
Platform Business Examples
Scenario
Company ZX is opening its doors to the French market. A new call center is being set up to support customers.
- The system should be available in French but English should still be supported for call agents who prefer it.
- The default country for all (users and contacts) should be France.
- The currency should be the euro (€).
- The time in the system should be set to Central European Time Zone.
- The postal code provided for addresses is specific and the system should be configured to ensure that addresses are correctly formatted.
- VAT of 20% is applicable as a standard rate, 10% as reduced rate
- The reduced rate of 10% will be applied to all cable channels, the standards rate of 20% will be applied to purchases from hardware stores, such as antennas, USBs, modems, decoders.
- ZX requires rates to be configured excluding taxes, because of the different taxes on their products.
- Hospitals should not be charged taxes.
- Written instructions on setting up new subscriptions will be provided to subscribers upon request.
Solution
- The system should be available in French but English should still be supported for call agents who prefer it.
- Navigate to Translate Glossary Terms.
- Download the CRM.COM terms XLIFF template.
- Translate terms using a CAT tool.
- Add the translated terms using Add New Language.
- Navigate to General Settings and under language settings set the following:
- 'French' as the default system language.
All terms will be shown in French. - 'French' and 'English' as supported languages.
- 'French' as the default system language.
- The default country for all (users and contacts) should be France.
- Navigate to Set Up Countries and if not yet available, add France.
- Provide the following: Two characters code, Three Character Code, Three Digits Numeric Code, Alternative Code, Dialing Code.
- Navigate to General Settings and set the default country to 'France'.
- The currency should be the euro (€)
Under General Settings set the Default Currency to Euros.
Available currencies are configured in the respective module, where their rate against the Euro (set as the default currency) must be provided. Additional currencies must be selected during the creation of a new account.
- The time in the system should be set to Central European Time Zone.
Navigate to General Settings and set the time zone to Central European.
- The postal code provided for addresses is specific and the system should be configured to ensure that addresses are correctly formatted.
- Navigate to Formatting Settings.
- Under Contact Information Formatting Settings > Addresses, select:
- Country: France
- Formatting: Advanced
- Regular Expression: ^(F-)?((2[A|B])|[0-9]{2})[0-9]{3}$"
- (VAT) of 20% is applicable as a standard rate, 10% as reduced rate and 2,1% as super reduced rate.
- The reduced rate of 10% will be applied to all cable channels, the standard rate of 20% will be applied to purchases from hardware stores, such as antennas, USBs, modems, decoders.
- ZX requires rates to be configured excluding taxes, because of the different taxes on their products.
- Hospitals should not be charged taxes.
- Navigate to Tax Definitions.
- Set the Rate Tax model as 'Tax Exclusive', so that price catalog rates do not include tax.
- Create a single tax code:
- VAT code
- Set 'Hospitals' account classification in the exceptions, so that hospitals are not taxed.
The 'Hospitals' classification must already be configured and selected for all hospital subscribers.
- Navigate to VAT Rates.
- Create a VAT rate by specifying the following information:
- Name: Standard
- Alternative Code: SR
- Tax Code: VAT code
- Period Rates:
- 20% from 01/01/2017 onward
- Applied on Products
- Select Product Type: Hardware
The 'Hardware' product type must already be configured to be used for all hardware equipment.
- Select Product Type: Hardware
- Create a VAT rate by specifying the following information:
- Name: Reduced
- Alternative Code: RR
- Tax Code: VAT code
- Period Rates:
- 10% from 01/01/2017 onward
- Applied on Products
- Select Product Type: Services
The 'Services' product type must already be configured to be used for all channels available through cable.
- Select Product Type: Services
- Create a VAT rate by specifying the following information:
- Written instructions on setting up new subscriptions will be provided to subscribers upon request.
- Navigate to Attachment classifications and create a new 'Subscriptions' classification.
- Navigate to Attachment Library and upload the PDF file with the written instructions for installation.
- Set the classification to 'Subscriptions'.
Users will be able to access the Attachments Library, search by classification, and download the attachment.
Once downloaded, the attachment can be appended to the record (if the section is available) and can be sent directly to the subscribers through email by creating Communications.
- Set the classification to 'Subscriptions'.
Glossary
CRM.COM Term | Description |
|---|---|
| Communications | Log the interaction between customers and agents. Communications can support multiple communication media such as email, SMS, telephony, post and others. |
| Products | Physical goods or services that a company offers the market. Physical goods are tangible items, such as modems, decoders, antennas or magazines. Services are intangible commodities such as telephony, TV channels, installations and startup fees. |
| Scheduler Engine | An engine that launches the execution of batch processes at predefined times.
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