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

Foundation > Platform > Manage Regional Settings

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 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

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) 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. Multiple periods can be configured for each currency. Each currency rate period includes: 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.

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)

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.
Multiple periods can be configured for each currency. Each currency rate period includes:

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:

Prerequisites	The system's default currency defined under 'Admin General Settings' cannot be assigned currency rate periods. Each currency can only be defined once in the list of currencies. Only one currency rate period can apply at a time.
System Processing	The period's start date is set to the system's current date and the end date is left empty. The end date of the previously open period is set to the system's current date (defining it as closed). The inverse rate is calculated using the currency rate that was manually specified by the user.

Countries

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
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)
Notification Settings
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.

Main Information

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)

Notification Settings

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

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

Main Information
Address Registry System: Select Melissa Data to provide address auto-completion and verification. Account ID: A unique ID provided by the address registry system. State: Determines whether the address registry is enabled. Logging Method for requests sent to the address registry system: Log Request Calls Only (default) with user and date/time information. Log Requests and Responses with user and date/time information.
Auto-Suggestion Settings
General	Defines whether the feature should be enabled.
Applicable Address Fields	Defines a set of address fields that will trigger the address autosuggestion process when a user starts typing. At least one of the following address fields must be specified: Town/City State/Province/Country Postal Code
Allowed Organisational Units	Units with access to the feature.
Lookup Settings
General	Defines whether the feature should be enabled.
Allowed Organisational Units	Units with access to the feature.
Verification Settings
General	Define whether the feature should be enabled.
Verification Method	Determines whether new or edited addresses should be verified automatically, or whether users should have to request verification (default).
Enable automatic correction	Defines whether a correction (if available) will be applied automatically when the address is verified.
Allowed Organisational Units	Units with access to the feature.
Postal Code Settings Lookup based on Postal Code Settings are used to quickly retrieve U.S. city and state information using the ZIP code.
Enabled	Lookup based on Postal Code Settings must be enabled to be applied.
Allowed Organisational Units	A list for which Lookup based on Postal Code settings are available and applied.
Allowed Application Servers (Available if more than one server is registered)
Multiple servers can be added. It is not mandatory to add 'Allowed' application servers. If none are added, all the registered servers are allowed. Application Server (filtered on the organization group of the logged in user) Added By: User (set automatically) Added On: The date on which the added server was enabled (set automatically).

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'.
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.

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.
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

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.
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.

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:

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)

The following should be enabled in the API Console:

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

Main Information
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: Log Request Calls Only (default) with user and date/time information. Log Requests and Responses with user and date/time information.
Settings
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. Searches are biased towards the selected language and results in the selected language may be ranked higher. If a language is not supplied, the Place Autocomplete service will attempt to use the native language of the domain from which the request is sent. Place Types: The types of place results to return. All types Cities Establishment Geocode Regions
Allowed Organisational Units	The organisational units that can use the feature.

Generic geographical areas coverage

Generic geographical areas coverage is used to define where services or physical goods can be delivered. Set up coverage by establishing one or more rules to apply on all jobs or specific types of jobs.

To meet verification requirements for coverage, at least one rule that covers the specified address must be satisfied. Otherwise, the verification fails and a message that the address is not covered are displayed.

The table describes the sections of the Generic Geographical Areas Coverage Page and explains how the fields on the page are used.

Mandatory Configurable

Main Information
Enable Geographical Areas Coverage Criteria Formatting: Simple Formatting: Specify multiple criteria values for each attribute (separated with a comma). Advanced Formatting: Specify multiple criteria values for each attribute in the form of a regular expression. 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.

Main Information

Enable Geographical Areas Coverage

Criteria Formatting:

Simple Formatting: Specify multiple criteria values for each attribute (separated with a comma).
Advanced Formatting: Specify multiple criteria values for each attribute in the form of a regular expression.

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.

Setting Up Glossary

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.

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:
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.
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.
1. 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.

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.
1. Click on Upload File
  1. Drag and drop the 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.
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.

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

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.

Setting Up Admin Settings

Foundation > Platform > Manage 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 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
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. 1) Tax codes are created in the definition. 2) When VAT and other tax rates are created, the tax code to which they apply is selected. 3) Tax codes are used to add applicable tax rates to products.
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: the integration 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. URL/Host Username Password Company ID Calling Client Calling Source Calling System Number Calling User DB Version ERP Version Host Request ID Host Request Login ID Host System Number

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
Tax Code: Can be used for financial reporting and is required when the same type of tax is different across locations. 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. 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 Valid from and Onwards: no specific date for the end of the period is required. Valid To Specific Date: a date for the end of the period is required.
Location Conditions (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 on the page are used.

Mandatory Configurable

System Settings
Contact Information of type 'Company'. Company Logo: Displayed across the system on the right of the Top menu and in reports and printouts. Valid dimensions are 130px (width) * 70px (height). A photo editor (such as Paint) can be used to adjust the size. A transparency layer can be added to retain the ratio. Default Country used by the system during the creation of records, if no alternative is supplied by the user. Default Currency used by the system during the creation of records, if no alternative is supplied by the user. Currency can only be set once, during the first general settings configuration and then becomes read-only. Default Home Page displayed after login, if no alternative is specified by the user. The 'Organisation's default page' is also an option. Enable Hot Keys: New (CTRL+ALT+N): Summary and Data Entry page Save (CTRL+ALT+S): Data Entry page Edit (CTRL+ALT+E): Data Entry page Back (CTRL+ALT+B): Data Entry page Home (CTRL+ALT+H) Close (CTRL+ALT+X): Modal windows Cancel (CTRL+ALT+C): Data Entry page Disable Automatic Search: Stops the display of quick search results after the last keystroke. Enable multi-country business network ('No' by default) Automatic Search Delay Time (msec): The period between the last keystroke and the display of search results. Time Zone: 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. UTC is the default. Time zone can only be set once and then becomes read-only.
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 translate labels, tips, warnings and error messages across CRM.COM software, including the values of configurable boxes and radio buttons. The default system language is applied to users that have not selected another system language. Default Native Language: Used to translate additional information for each label (displayed when the mouse is placed over a specific label) across CRM.COM software. The default native language is applied to all users that have not selected another native language. Supported Languages: 'Check' to make available for selection for users or contact information.
System Restrictions
Default Number of Threads for Batch 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 (through the UI or Web API) by super users on each call. The restriction does not apply to reports or printouts. Max Number of Records for Normal Users: The maximum number of rows that can be retrieved (through the UI or Web API) by general users on each call. This is also validated during the configuration of the number of rows that can be retrieved per Summary page. The restriction does not apply to reports or printouts. 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

System Settings

Contact Information of type 'Company'.

Company Logo: Displayed across the system on the right of the Top menu and in reports and printouts.

Valid dimensions are 130px (width) * 70px (height).
A photo editor (such as Paint) can be used to adjust the size.
A transparency layer can be added to retain the ratio.
Default Country used by the system during the creation of records, if no alternative is supplied by the user.

Default Currency used by the system during the creation of records, if no alternative is supplied by the user. Currency can only be set once, during the first general settings configuration and then becomes read-only.

Default Home Page displayed after login, if no alternative is specified by the user. The 'Organisation's default page' is also an option.

Enable Hot Keys:

New (CTRL+ALT+N): Summary and Data Entry page
Save (CTRL+ALT+S): Data Entry page
Edit (CTRL+ALT+E): Data Entry page
Back (CTRL+ALT+B): Data Entry page
Home (CTRL+ALT+H)
Close (CTRL+ALT+X): Modal windows
Cancel (CTRL+ALT+C): Data Entry page

Disable Automatic Search: Stops the display of quick search results after the last keystroke.

Enable multi-country business network ('No' by default)

Automatic Search Delay Time (msec): The period between the last keystroke and the display of search results.

Time Zone: 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. UTC is the default.
Time zone can only be set once and then becomes read-only.

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 translate labels, tips, warnings and error messages across CRM.COM software, including the values of configurable boxes and radio buttons.
The default system language is applied to users that have not selected another system language.

Default Native Language: Used to translate additional information for each label (displayed when the mouse is placed over a specific label) across CRM.COM software.
The default native language is applied to all users that have not selected another native language.

Supported Languages: 'Check' to make available for selection for users or contact information.

System Restrictions

Default Number of Threads for Batch 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 (through the UI or Web API) by super users on each call. The restriction does not apply to reports or printouts.

Max Number of Records for Normal Users: The maximum number of rows that can be retrieved (through the UI or Web API) by general users on each call. This is also validated during the configuration of the number of rows that can be retrieved per Summary page. The restriction does not apply to reports or printouts.

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 on the page are used.

Mandatory Configurable

Number Formatting Settings
Decimal and Thousands Symbols: Dot Comma (e.g., 1.000,00) Comma Dot (e.g., 1,000.00) Dot (e.g., 1000.00) Comma (e.g., 1000,00) Number of Decimal Digits for the following types of numerical fields: Price rates Quantities VAT percentages Discount percentages Other amounts
Date Formatting Settings
Date Format: DD/MM/YYYY MM/DD/YYYY YYYY/MM/DD Time Format: HH:MM:SS HH:MM
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. 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: 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. 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.
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.
Address Formatting Settings (Follow either a standard or international address format and layout)
Address Format	Fields available for the standard address format: Country Street Name Street Number Postal Code Floor Apartment Area Town/City District Municipality PO Box PO Box Postal Code Care Of
International Format	Fields available for international format: Address Line 1 Address Line 2 State / Province / County Postal Code Town / City Country

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 on the page are used.

Mandatory Configurable

Main Information
Sequence Name: Selected from a list provided by the system. Custom Sequence Name Sequence Code: Unique sequence ID. Prefix: A letter set by the user that is part of the auto-generated sequence ID. E.g., S10000.) Number of Numerical Digits Latest Used Number

Main Information

Sequence Name: Selected from a list provided by the system.

Custom Sequence Name

Sequence Code: Unique sequence ID.

Prefix: A letter set by the user that is part of the auto-generated sequence ID. E.g., S10000.)

Number of Numerical Digits

Latest Used Number

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
Type: DEMO COMMERCIAL COMMERCIAL PREMIUM Organisation Group (can be for multiple organizations) Effective Date Expiration Date Number of Allowed Organisations: Set to apply the same license to more than one organization. E.g., a group, such as AluxSat, may have '2' allowed organizations, AluxSat UK and AluxSat USA. Number of Existing Organisations: Organisations already used by the specific organization group. Number of Allowed Active Users from each organization of the specific group; system restrictions may apply if exceeded. Number of Existing Active Users from each organization of the specific group. Number of Allowed Active Subscribers that can be managed by each organization of the group. System restrictions may apply if exceeded. An active subscriber is defined as a distinct accounts receivable with a registered subscription and at least one effective subscription service. Number of Existing Active Subscribers from each organization of the specific group. Number of Allowed Active Rewards Participants from each organization of the specific group. System restrictions may apply if exceeded. By definition, an 'active' rewards participant must participate in at least one effective reward scheme. Number of Existing Active Rewards Participants from each organization of the specific group.
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: Its features are not accessible through the UI or Web API. The menus are not visible.

License Information

Type:

DEMO
COMMERCIAL
COMMERCIAL PREMIUM

Organisation Group (can be for multiple organizations)

Effective Date

Expiration Date

Number of Allowed Organisations: Set to apply the same license to more than one organization.
E.g., a group, such as AluxSat, may have '2' allowed organizations, AluxSat UK and AluxSat USA.

Number of Existing Organisations: Organisations already used by the specific organization group.

Number of Allowed Active Users from each organization of the specific group; system restrictions may apply if exceeded.

Number of Existing Active Users from each organization of the specific group.

Number of Allowed Active Subscribers that can be managed by each organization of the group. System restrictions may apply if exceeded.

An active subscriber is defined as a distinct accounts receivable with a registered subscription and at least one effective subscription service.

Number of Existing Active Subscribers from each organization of the specific group.

Number of Allowed Active Rewards Participants from each organization of the specific group. System restrictions may apply if exceeded.

By definition, an 'active' rewards participant must participate in at least one effective reward scheme.

Number of Existing Active Rewards Participants from each organization of the specific group.

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:

Its features are not accessible through the UI or Web API.
The menus are not visible.

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	Users cannot access the software through the UI or Web API.
COMMERCIAL	If the number of active users, subscribers or rewards participants exceeds 110% of the allowed value, then all users from the organization are blocked from the system.
COMMERCIAL PREMIUM	Users can still access the software through the UI or Web API. Super users and developers get a warning each time they log into the system.

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.
1. License Key: Displayed only if a license key doesn't already exist for the specific organization.
2. License Details: Text area for the encrypted text.
Click on SUBMIT.
1. 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 on 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. The application server must also be 'Enabled'. 'Check' only one 'Enabled' Default server for running scheduled processes through the scheduler engine.
Allowed Scheduler Processes Business rules that determine the scheduled processes that can be performed by each application server. The default application server will process scheduled processes that are not included in the list.
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.

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.
The application server must also be 'Enabled'.

'Check' only one 'Enabled' Default server for running scheduled processes through the scheduler engine.

Allowed Scheduler Processes

Business rules that determine the scheduled processes that can be performed by each application server.

The default application server will process scheduled processes that are not included in the list.

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 on the page are used.

Mandatory Configurable

Name	Description
Attachment: The user can select to upload a file or URL. 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. Classification

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.

Batch process admin board

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
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: STOP START Update CPU % usage View Logs of the executed runs.
Logs
View logs for user-defined processes, optionally filtering by module, process name, and start date.

Setting Up Health Monitoring Utility

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. 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 on the page are used.

Mandatory Configurable

Main Information
Status: Running Idle Stopped 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	From Email Address (sender) Subject 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.

Main Information

Status:

Running
Idle
Stopped

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

From Email Address (sender)

Subject

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

Setting up CRM.COM for the new French call center

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 a reduced rate
- The reduced rate of 10% will be applied to all cable channels, the standards rate of 20% will be applied to purchases from hardware stores, such as antennas, USBs, modems, decoders.
- ZX requires rates to be configured excluding taxes, because of the different taxes on their products.
- Hospitals should not be charged taxes.

Written instructions on setting up new subscriptions will be provided to subscribers upon request.

Solution

The system should be available in French but English should still be supported for call agents who prefer it.

Navigate to Translate Glossary Terms.
Download the CRM.COM terms XLIFF template.
1. Translate terms using a CAT tool.
2. Add the translated terms using Add New Language.
Navigate to General Settings and under language settings set the following:
1. 'French' as the default system language.
  All terms will be shown in French.
2. 'French' and 'English' as supported languages.

The default country for all (users and contacts) should be France.

Navigate to Set Up Countries and if not yet available, add France.
Provide the following: Two characters code, Three Character Code, Three Digits Numeric Code, Alternative Code, Dialing Code.
Navigate to General Settings and set the default country to 'France'.

The currency should be the euro (€)

Under General Settings set the Default Currency to Euros.
Available currencies are configured in the respective module, where their rate against the Euro (set as the default currency) must be provided. Additional currencies must be selected during the creation of a new account.

The time in the system should be set to Central European Time Zone.

Navigate to General Settings and set the time zone to Central European.

The postal code provided for addresses is specific and the system should be configured to ensure that addresses are correctly formatted.

Navigate to Formatting Settings.
Under Contact Information Formatting Settings > Addresses, select:
1. Country: France
2. Formatting: Advanced
3. 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.
1. Set the Rate Tax model as 'Tax Exclusive', so that price catalog rates do not include tax.
2. Create a single tax code:
  1. VAT code
3. 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.
1. 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.
2. Create a VAT rate by specifying the following information:
  - Name: Reduced
  - Alternative Code: RR
  - Tax Code: VAT code
  - Period Rates:
    - 10% from 01/01/2017 onward
  - Applied on Products
    - Select Product Type: Services
      The 'Services' product type must already be configured to be used for all channels available through cable.

Written instructions on setting up new subscriptions will be provided to subscribers upon request.

Navigate to Attachment classifications and create a new 'Subscriptions' classification.
Navigate to Attachment Library and upload the PDF file with the written instructions for installation.
1. 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.

Setting Up Multi-Country Business Network

Scenario

Company ZX wishes to incorporate a multi-country business network in their CRM.COM system.

Solution

Navigate to Foundation > Platform > Manage Admin Settings > General Settings
Check 'Enable multi-country business network'
Organizational settings:
1. Country = United Kingdom
2. Currency = GBP
3. Language = English
  - Navigate to Foundation > Platform > Manage Regional Settings > Set up Countries
  - Set up the following countries with their default language and currency
  1. - Greece
      1. Currency = EUR
      2. Language = Greek
    - Spain
      1. Currency = EUR
      2. Language = Spanish
    - Vietnam
      1. Currency = VND
      2. Language = Vietnamese
    - United States
      1. Currency = US dollars
      2. Language = English

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.

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.

Overview

Platform functionality

Setting Up Regional Settings

Currencies

Currency fields

Countries

Address registry

Melissa Address Registry

Address registry settings fields (Melissa)

Using auto-suggestion

Using address registry verification

Manual address registry verification

Automatic address registry verification

Using address registry lookup

Quick search address registry lookup

Advanced search address registry lookup

Using Lookup based on Postal Code Settings

Google Places Autocomplete

Generic geographical areas coverage

Setting Up Glossary

Download XLIFF template

Add Language Translation

Export Glossary Translation

Import Glossary Translation

Delete Language Translation

Translating attributes

Setting Up Admin Settings

VAT and other tax rates

Tax definition fields

VAT and other tax rate fields

General settings

General settings fields

Formatting settings

Formatting settings fields

Numbering schemes

Numbering scheme fields

License

License fields

Applied restrictions based on license type

Updating the license

Scheduler settings

Scheduler settings fields

Compatibility settings

Attachments

Attachment classification

Attachment library

Attachments library settings fields

Uploading an attachment to the library

Batch process admin board

Setting Up Health Monitoring Utility

Health monitoring utility fields

Platform Business Examples

Glossary

Related Links

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