Second CRM Getting Started Guide - End User
Contents
1. Service Contracts Service Requests Customer Assets FAQ er Support gt Service Contracts c t3 t t3 Here Service Contracts Search Search for In Contract Ma Search Now Go to Advanced Search te iv E B c D E F G H I J K L M N 0 P Q R Delete Mass Edit Showing Records 1 4 of 4 1 of 1 Contract No Subject Related to Assigned To Start Date Due Date SERCON1 service Contract 1 De Silva Emma sadmin 16 01 2012 16 01 2012 SERCON service Contract 2 Marzuki Murni Elliana sadmin 16 01 2012 16 02 2012 SERCONS contract for 2 years Sof Solvers sadmin 19 01 2012 19 01 2014 mil Ce ee ee ee ee m mh Pham o oe UT Ro eR Rl mm l Lu elm nA ma 78d 07 mi mari a7 amu on As shown above once you click the Customer Support the screen should appear like this and you can see the list view of all Service Contracts you had in your CRM account Search Service Contracts To search for any existing service contracts in your CRM just key in the field or search by using key words as below SECONDCRM My Home Page Sales amp Marketing Customer Support v Bp te eee ae Project Management Tools Settings Quick Creat Serice Contracts Semice Requests Customer Assets FAQ Customer Support gt Service Contracts t3 9 g t3 Search Search for Search Now Go to Advanced Search Contract No A B C D E F G H I Subject F Q R Related to Assigned To Search for service Arahi a key i Due Date elect y Key m Of Progress2. and your new account is created already D myBusiness c Edit Accounts To add some new information or edit one of your existing accounts just click on the account name and the Detail View will appear after that You can see Edit tab on the right corner side of the screen like below Thi SEGONDCRM Welcome sadmin My Preferences Contac My Home Page Sales amp Marketing Customer Support Products amp Services Project Management Tools Settings Quick Create US English Home Accounts Contacts Calendar Webmail My Home Page gt Accounts g c ACCS JARING Communications Sdn Bhd Account Information Updated 14 days ago 30 Jan 2012 Account Information More Information Click Here aL Account Information Actions Account Name JARING Communications Sdn Bhd Account Mo ACCS b Send Company Reg No Member Of Send Phone 603 8588608 Fax p Add Ev Email norahimah secondcrm com Website www company com n And just like usual after you have done with editing make sure you click Save to avoid the new information entered is loss d Delete Accounts To delete some of your old accounts or accounts that you find is not being used for a long time on the right corner side of the screen of each account you will see Delete tab Just click the tab and the account will be terminated m SECONDORM Welcome sadmin MyPreferences Contact Second CRM Help My Home Page v IKE CERAM Ee CST ME
3. G etting Started Guide End User Basic Navigation Email Setup Manage Accounts Manage Leads and Potentials Sales Management Manage Products and Pricing Marketing Automation Customer Support Content Library Second CRM Basics O O O O O O O O O GO X Getting Started CRM Dashboard CRM Modules Campaign Management Lead Management Contact Management Account Management Potential Management Sales Management Service Contract Service Request Management Second CRM Email User Admin Reports Globe myBusiness Basic Navigation a Top Menu SECONDCRM My Home Page v BRS See S ETE CUI MEME NC ES CO LES a T n E ee RTI Project Management Tools Settings US English My Home Page Home e 5 EJ Search Welcome sadmin MyPreferences Contact Second CRM Help Login Area US English Accounts Contacts Calendar Webmail Se Navigation Area Quick create Bahasa Melayu Languages Tools Create new entry Open calendar World clock Open calculator Chat e Last viewed Open all menus E Change layout Login area In this area you can access your preference data get access to Support portal and contact help or logout from the CRM system Navigation area Here you can move around in the different CRM modules and data lists offered by the CRM system Quick Menu Here you can quickly reach data entry pages Search Here you can se
4. Follow up learn more Misc Priority Check mail using POPS Add a POP3 mail account you own More Learn more 3 Click change password Mail Calendar Documents Sites Contacts More Google accounts Accounts Account overview Security Products Password Data liberation Multiple sign in Authorising applications amp sites 4 Create new password S Welcome Deep Profile Settings Logout Dashboard gt Profile Settings User Information First Name Deep Last Name Deep Email Change OneOffice Password Change password This OneOffice Password is for you to access OneOffice Chat Email and Mobile Mail through other IMAP and POP applications such as Microsoft Outlook and Mac OS X Mail You can simply change your password by Keying in a new ane in the textbox Note that your password to myBusiness portal remains unchanged New Password eeeeeeeee Confirm New Password eoueeeeee 5 n your Second CRM Home page click Webmail then Incoming Mail Server Settings Insert your ONEOffice user name and password then save it Manage Accounts a Search Accounts To start on search for particular account in your Second CRM first of all you need to click on My Home Page module where you can see Accounts tab on the screen Globe myBusiness J SECONDCRM Sales amp Marketing Customer Support Click Here Contacts Calendar Webmail After you have click Accounts
5. Terms amp Conditions Terms amp Conditions for Quotes n None Terms amp Conditions for Quotes Terms amp Conditions Invoice iom Deins Malaysia Ringgit RM m Tools Item Name Qty In Stock Qty List Price Total SER2 BEL 2 000 150 000 W 300 00 Manage Products and Pricing Products As your company is selling one or more types of product you can include the products in your CRM to be attached with customer s accounts or quotes and invoices that need to be sent To create new products or services you can click Products amp Services at the top part of module bar and the section will appear like below SECONDGRM Products Services Price Books Vendors Purchase Order Click Here Products amp Services gt Products Search Kiss Mand Sedet Search for In Product No A B C D E F G H I J K L M Delete Mass Edit Showing Records 1 3 of 3 1 of 1 Product No Product Name Part Number PRO1 SecondCRM Professional 6 months F PRO2 SecondCRM Standard 6 months You can add new products at any time and if you wish to make some adjustments to existing products you can do it My Home Page Sales amp Marketing Customer Support Products amp Services v Rim aa e tell NN kee ES Settings Welcome sadmin My Preferences Contact Second Quick Create B USEnglish GOS GOHOO OG BGBl Search Now Filters Commission Rate Qty in Stock Qty Unit Unit Pris 0 000
6. 9 User Group por AsS K Email Opt Out signed fo sadmin au Second CRM Ve sadmin ht 2012 secondam cor Notify Owner Save Cancel Mass Mail Mass mail to selected accounts or to all the accounts can be done by select the accounts gt click send mail gt click select gt Type select mail content and send All the selected records will receive mail and it works like bcc that means each one gets individual mail No one get to see each other mail id Delete MassEdit Select Email IDs Multiple i Accounts Account No The following Email ID types are v associated to the selected ACCA Accounts Select the Email ID types to which the email should be sent ACCE ACC2 E Other Email ACC3 P accs Delete Mass Edit Select Cancel Globe Sy mybusiness c Detail View Detail View is the part where you can see the detail information of particular accounts Just click one account on the List View and the detail information will appear after that Account Information More Information Edit Duplicate Delete E 5 Duplicate Alt U S Account Information Actions Account Name Grape South Asia Pte Ltd Account No ACC H Send Mal Company Reg No N 878 97G Member Of send SMS Phone 603 8888888 Fax 603 8888887 Add Event Email norahimah secondcrm com Website www company cam Add To Da Other Phone 603 88889898 Other Email anies secondcrm com e Duplicate Duplicate function helps user to create du
7. 9999 000 0 00 RM 510 0 000 9994 000 0 00 RM 300 just by clicking the product name and from the detailed view click Edit and make the required adjustments SECONDCRM Products Services Products amp Services gt Products Price Books Vendors D myBusiness Purchase Order EOBDOOg o o PRO1 SecondCRM Professional 6 months Products Information Updated 28 days ago 16 Jan 2012 Products Information s7 Product Information More Information Product Name SecondCRM Professional 6 months Product Active yes Sales Start Date Edit Product Category CRM Applications Sales End Date Vendor Name Vanrnnr Part Na Pricing For products pricing you can set it under each product After you click or choose one product name you can find the pricing portion just below the product information Products amp Services Products Products Information Product Information Product Name Product Active Sales Start Date Product Category Sales End Date Vendor Name Vendor Part No Product Sheet Created Time Modified Time Pricing Information Unit Price RM If you want to add or edit the price or anything related to the price of the products just click the Edit button in the Product No PRO1 Part Number Manufacturer None Support Start Date Support Expiry Date Website Mfr Part Nin GUNG UG EJ PRO1 SecondCRM Professional 6 months P
8. Load List Select Contacts Add Contact F ce RR Title Account Hame Email sd esstanedstatus Action De Siva Emma Manager Samsung ihh Sdn Bhd ermma desilvacicomparny carrn oo gp feStuser i i i Marzuki keira Sales Manager Grape South Asia Pte Ltd rmurni marzukigecomparny carr opg testuser A ae C Ragunath Sumathi IT Developer Creativa Technology Ltd sumathi ragunathicampany com 92 testuser ee sa C Taylor Wilson eee P Baby Cute Sdn Bhd wilson tavlar amp cormpany carn vp aoage feStuser Seen i ix Elwona femi Business Development RING Comuna snanggeompansom E gggtestuser I Comacied Never You may add individual contacts leads potentials or activities to your campaign Or you may load existing contact lists or lead lists to your campaign by making the proper selection These lists must already exists as customized list view in your lead or contact modules You may send a mass mailing to selected contacts by clicking the Send Email Button Customer Support Service Contracts Service Contracts is the part where you set up a limit for any of your customers account For example in Service Contracts you can set up start date and due date for their account In Second CRM you can see Service Contracts under Customer Support module in the module bar Globe myBusiness SECONDCRM My Home Page Sales amp Marketing Customer Support Products amp Services Project Management Tools Settings Quick Create
9. NC ES C n TT STI T E MM CCM E TL a UI ES Quick Create o US English n Home Accounts Contacts Calendar Webmail se My Home Page Accounts 3 Click Here ACC3 JARING Communications Sdn Bhd Account Information Updated 14 days ago 30 Jan 2012 Account Information More Information Edit Duplicate m VY Account Information Actions AccountName JARING Communications Sdn Bhd AccountNo ACC3 g Send Mail Company Reg No Member Of ares Filters Create Filters Second CRM allows creating filters which are used to create specific group for some accounts leads and etc These filters which you can edit according to types of information you wish to see once you choose the filters name By using these filters you do not need to go through one by one to search for example leads created for last month M D myBusiness To create specific filter for Accounts after you have clicked Accounts tab you will see the list view of it On the right corner side you will see Filters field as marked below m SECONDCRM Welcome sadmin My Preferences Contact Second CRM Help a My Home Page Sales amp Marketing Customer Support Products amp Services Project Management Tools Settings Quick Create i US English x Home Accounts Contacts Calendar Webmail Search My Home Page gt Account GOES O G Search b A CM Mend ies Search for In ccount No Search Now A B C D E F G H J K L M N 0 P Q R
10. ONEOffice and access your inbox from Second CRM If you know your ONEOffice password proceed to Step 5 directly If not follow the steps below 1 In your ONEOffice Mail page click Mail Settings Mail Calendar Documents Sites Vore softsolvers mys com Mail help Mail M C More 1 30f3 3 Labs COMPOSE NYT Global Home Pressures Drive Change at China s Electronics Giant Foxconn 3 hours ago Inbox 3 Gmail Team Customize Gmail with colors and themes To spice up your inbox with c Jan 20 Starred Gmail Team Get Gmail on your mobile phone Access Gmail on your mobile phone T Jan 20 Important Sent Mail Gmail Team Get started with Gmail 4 things you need to know Gmail is a little bit diffe Jan 20 Drafts CIENT 0 full 2012 Google Terms of Service Privacy Policy Last account activity 0 minutes ago Follow up Using 0 MB of your 25600 MB Program Policies Open in 1 other location Details Misc Powered by Google Priority Aara 2 Under Accounts tab click Google Account Settings ONE OFFICE Mail Settings General Labels Accounts Filters Forwarding and POP IMAP Chat Web Clips Inbox 3 Change account settings Google Account settings Starred hange your password and security options and access other Important Send mail as Deep Deep lt deep softsolvers mysingtelsaas com gt Sent Mail Use Demo Account SoftSolvers Ma i Drafts a ee A aaliae eee Add another email address you own d5c tS 505
11. S T U V W X Y Z FILTERS Delete Mass Edit Send Mail Mailer Export Send SMS Showing Records 1 7 of 7 1 of 1 Filters All x New Edit Delete Account No Account Name Billing City Website Phone Assigned To Action ACC1 Creative Technoloqy Ltd Seri Kembanqan www creativetech com 603 8888888 sadmin edit del To create new Filter just click New tab and the screen will appear like below Details View Name New This Week E Set as Default 7 List in Metrics Set as Public Choose Columns Account Name Phone m Website None I Assigned To A None Mone A None I None Standard Filters Advanced Filters Simple Time Filter select a Column Accounts Created Time I select Duration Current Week A Stat Date 42 92 2042 End Date 43 02 2012 vibus d You can start to enter all information that you want to appear in your new created filter After you have entered all the information you can see that there are two types of filter at the bottom part which is Standard Filters and Advanced Filters a Standard Filters Standard Filters Simple Time Filter Filters created are just like a normal one which for example you want to create new filter for Leads account You can Advanced Filters Select a Column Accounts Created Time Go Select Duration Custom End Date dd mm yyyy Save Cancel choose to filter them based on duration they are created b Ad
12. in Delete Mass Edit Showing Records 1 4 of 4 using keywords Status Contract No Subject Related to Assigned To Start Date SERCON T1 service Contract 1 De Silva Emma sadmin 29 11 2011 If you want to search for any particular Service Contracts you can search them by key in into Search for field or using any key words given and you can also search by alphabetically Globe myBusiness Create Service Contracts To create for new Service Contract just click Service Contracts module and on the top side of your screen there will be Plus symbol as shown below SECONDCRNT My Home Page Sales amp Marketing Customer Support Hips eire ce ee Project n Senrzdce Contracts Service Requests Customer Assets FAC Customer Support gt Service Contracts Lo x t3 Click Here Search Se Mum Goto Advanced Search PME m A B C D E F 3 H I all Once you have clicked the symbol your next screen should appear like below SECONDCRN Welcome sadmin MyPre My Home Page Sales amp Marketing Products amp Services Project Management Tools Settings US English Service Contracts Service Requests Customer Assets FAQ Customer Support gt Service Contracts e 9 GC SERCON1 Service Contract 1 Editing Service Contract Information Updated 6 days ago 22 Feb 2012 Service Contract Information Save Cancel Service Contract Information Subject Service Contract 1 Contract No SERCON1 You need to enter all the requirem
13. of a service request as shown below Service Contracts Service Requests Customer Assets FAQ Customer Support gt Service Requests LI 5 ns SERREQS Data cleaning Editing Service Request Information Updated 28 days ago 15 Feb 2012 Service Request Information Save Cancel Service Request Information Data cleaning Title Contacts w De Silva Emma ko 9 User O Grou p Assigned To Product Name secondCRM Enterprise ERE testuser v Priority High v Status Open v Severity Minor v Hours va 0 Category Big Problem v Days Wu 3 Each service request can go through different working stages and will be closed sooner or later The Second CRM will help you to keep track of the working progress and records the changes Any CRM user can post a comment The comments will be sorted in chronological order and indicate the Second CRM user who made the comment At the end of the live cycle of a service request you may present the solution All changes to a service request are displayed at the service request history The information provided allows you to find out e Who changed service request information e What changes have been made e What was a change made Click the More Information tab to view or to add service request related activities notes or attachments Content Library Content Library or Documents are a practical tool to add further information to Contacts Accounts Leads Potentials Products Invoices as well as Sales
14. want to create a new lead Use the lead copy function as a practical tool if you have to create multiple leads which do not differ much If you want to find a lead in your CRM or to add information to an existing lead go to the Sales amp Marketing Leads menu at the navigation area A list of all your existing leads will be shown below My Home Page Sales amp Marketing Customer Support Products amp Services Project Management Tools Quick Create Leads Potentials Sales amp Marketing gt Leads 5 ye d LLLA Search for In Lead Ma v Search Now A B D E F G H l J K L M N O P QO R T U V W X Send Mail Send SMS Showing Records 1 5 of 5 1 ot 1 Filters All C LeadNo LastName FirstName Company Phone Website Email C LEA Watson Emma ABC Cansultant bl 3 8888888 www coampany com emma watsanigpcampary carn LEAS Abdul Halim Lisa htyfertility 603 8888888 www company com lisagecoampany carm C LEM Mikant Raja Matahari Engineering 603 8888888 www coampany com raja_nikant company com With the magnifying glass icon the lead list offers you a powerful tool to search and quickly finding any particular information At this list view you can also delete leads or change the owner or status Potentials Sales Potentials In the sales process sales potentials are the logical successors of leads Therefore you may create a sales potential from a lead and transfer all information available for the lead to the new sales pot
15. My Home Page gt Accounts Search for Account Ma Goto Advanced Search Click Here A B C Account Name U V Billing City Website Phone Assigned Ta Just to make sure that each and any information you enter in Search for field must be correct like what you have entered in that account before or else you will find nothing b Create Account To create for new account in your Second CRM just go to Accounts module again In the top side under the module bar you will see Plus symbol like below Globe myBusiness SECONDCRNT My Home Page Bee GSR a rici Customer Support Products amp Home Accounts Contacts Calendar Webmail Vy Home Page gt Accounts Pa a Click Here yay CLM search MERE A B c D E F G H Once you have clicked the symbol your screen should appear just like below SECONDORM Welcome sadmin My Preferences Contact Se My Home Page v IEEE S ET Gun Customer Support Products amp Services Project Management Tools Settings Quick Create US English Home Accounts Contacts Calendar Webmail My Home Page gt Accounts Gono eg aeg Creating New Account Basic Information More Information Save Cancel Account Information Account Name AccountNo AUTO GEN ON SAVE Company Reg No Member Of d cC Phone Fax Email Website http To create for new account you just have to enter all required information in the fields like one upside and once done just click Save
16. aff to the users of the system for easily configuring access settings based on their designation and work function You can configure these settings through User amp Access Management link by selecting a user and clicking on Assign Roles selecting the desired role and clicking Save to save these settings So attach user to a Role 56 How can I define User Permissions Easily assign user permissions to view manage delete archive import export CRM Modules such as campaigns leads contacts opportunities targets accounts and cases as well as CRM Reports You can easily configure these settings through User amp Access Management link by selecting a user and clicking on Profiles expanding a CRM Module selecting the desired settings and clicking Save to save these settings This will give desired Profile to the given Role To summarize we attach User to Role organization hierarchy and Role to Profile Access to the user in CRM 57 How can I configure Organizational Hierarchy You can easily configure Organizational Hierarchy by clicking on the Roles link under Settings You can view the organization chart to clearly identify user hierarchy levels in the organization Assign users by simply dragging and dropping on the parent user to change the organization chart according to your requirements It allows you to automatically configure access levels for different groups of users according to their position in the organization
17. ail server provider settings for configuring an email client Here are links to some popular e mail provider settings Find Gmail Settings here Find Yahoo Mail Settings here Find Hotmail Settings here a 45 46 47 48 49 50 51 ff Globe Ww mybBusiness e Enter Mail Server Protocol Choose the protocol IMAP POP3 provided by your e mail service provider for setting up an e mail client such as IMAP for setting up your Gmail account My Incoming Mail Server Details Email ID Display Marne GMail Account Email vournarmieamail com Incoming Server hiail Server Mame or IP imap gmail com User Mame Yournameacigmail corm Password xtirikkikiikiiii Mail Protocol 9 mapa O Mapa SSL Options O moms ns ss Certificate Validations Yelidate SSL Cert Do Not Validate SSL Cert Refresh Timeout Email per Page 10 tems marked with are required Can we do mass mailing from the system Yes you can For details please check Campaign Management in the User Manual How do I confirm that the mail has been viewed You can select the account contact lead you sent the email go to more information and scroll down to emails Access count will increment once email is viewed We don t want to send out mails from user mail id but from some general mail id like sales or support Is it possible to do that Yes you can send out emails from general email ids In case of bounce mails
18. an fetch you data from each and every related module in the CRM Now select related module for your report gt go next to select columns for report if no condition then just go next and save it Can we see sales forecast report No currently what you can view is sales pipeline as per actuals based on expected close date Estimations and forecasting can be done based on that
19. and Excel format for viewing or editing in MS Excel You can easily choose the columns you want to export by clicking on Export to CSV file or Export to XLS file selecting the required columns and clicking Export to download the files in the specified formats 15 Can delete more than one record at any one time Yes Second CRM allows you to delete multiple entries at once by selecting the rows you want to delete and clicking on the Delete button on the top panel You can also remove rows from your Campaign List Lead List Contact List and more in the same manner 16 What is Quick Search i Globe mybusiness Quick Search allows you to get search results as soon as you type without even hitting the enter button This functionality provides faster search responses because it searches from the very first letter you type and is incorporated in all CRM Modules such as campaigns leads contacts accounts documents and more 17 How can add files to a Campaign Lead Account Opportunity Contact Product or Case Second CRM allows you to easily add files in various formats to any campaign lead account opportunity contact product or case For adding a document select any of these entries click on the Add Files option at the bottom click on choose file to browse for the document and click Upload to attach the document This document can be later viewed or downloaded by selecting the entry in the More Inform
20. and Purchase Orders There are several ways to create or attach documents to your CRM You may create a document by using the Quick Create as shown below Globe My Home Page Sales amp Marketing Customer Support Producis amp Services Project Management Tor New Documer v US English v Quick Create r Home Accounts Contacts Calendar Webmail New Account D Seaen p New To Do My Home Page gt Home gGogogt Mew ara New Comment New Contact semen iiu More asset NOCT WE New New s Request q New Lead Arn promosons No Data Found New Potential New PriceBook receoved mstance Getais New Product met Naty chet Scroll Mort New Project ONONE C RET Sayre New Project Milestone pepe New Project Task Can create more than one New Service Contract New Service contact to one account New Vendor How do gee my ema xs arin mad int Search Home Accounts Contacts Calendar Webmail Create Document Quick Create Title Folder Name Default 9 User O Group Assigned To aileencaintic 4 Save Cancel Another alternative would be using the Plus Icon at the list view of the Tools Content Library menu My Home Page Sales amp Marketing Customer Support Products amp Services Project Management Quick Create US English RSS Our Sites Content Library Reports Dashboard SMS Messages Comments PDF Settings 4 Search Tools gt Documents Q Creating New Document Basic I
21. and selecting the entries for importing e Click Save to record the Target List Lead Management 24 How are leads created in Second CRM You can capture all relevant information on potential sales opportunities or prospects i e individuals who have expressed some interest in your product or company through lead details which can be easily added in the system using an intuitive spreadsheet type interface Users can also mass import lead information from external sources in CSV or Excel formats 25 Can the system capture lead from our website directly Yes just send email request to enable this service at support secondcrm com 26 What is the process of converting a lead The application allows conversion of lead into account and potential These can also be added to the contact list Conversion can be undertaken only for a prequalified lead Users can uncheck potential if they do not want to create a potential for the account The status of the lead changes to qualified after it has been converted to a potential Lead converted to an account is removed from the lead home page 27 Is it possible to view leads in Leads module after it is converted to Potential No when all the leads are converted to Potential they do not appear in the leads module 28 How dol add an activity to a lead You can easily add an activity to a lead by selecting the lead clicking on Activity button in the top panel adding activity details including act
22. arch your entire data base Global Search for any entered text On click of the setting within the search box you can even limit the modules to be searched for faster results Tools These icons give a quick access to the calendar the clock the calculator and other functions In addition you may use the Open All Menus icon for a quick access to all CRM modules These icons are available at all CRM menus if appropriate M D myBusiness b List View List View is the part where you can see the brief list of all customers accounts you have in the application such as Account name address phone number and etc For example you can refer to the image below SECUNDCRM Welcon Quick Create age Sales amp Marketing Customer Support Products amp Services Project Management Tools Settings Home Accounts Contacts Calendar Webmail My Home Page gt Accounts Gy E3 g9 E Y Q B 3 Account settings Export Search Create new Import Search fi l Account N Search Now Go to Advanced Search PPE T p A B C D E F G H l J K L M N o P Q R Delete Mass Edit Send Mail Mailer Export Send SMS Showing Records 1 5 of 5 1 of 1 Account No Account Name Billing City Website E ACC1 Creative Technology Ltd Seri kembangan www company com e Search User can search the CRM data by columns name selected in right side and data on left You can even use alphabetical search to faster scan your data Search x Search for Kuala Lu
23. asic Information Save Cancel Service Request Information Title Contacts d c2 user O Group Assigned To Product Name dh c aileencaintic w Priority Low v Status Open v You should enter as much information as possible Use the Priority Severity and Category to weight the service request To work with a service request click the item you want to work with in the list of Service Requests A new window will open and you may do the following e edit duplicate or delete a service request The edit function allows you and your co workers to change the entries and to make comments before or after a solution has been found Note that you may enter data without opening the edit view Just move the mouse pointer to the appropriate fields within the detail view to make your entries e With the duplicate function you may copy a service request This function might be useful to split service request Use the delete function carefully It might be better to keep a service request in the list and change its status e convert as FAQ You may receive frequent customer requests to a same topic This function allows you to convert a service request to a FAQ as explained in the next section e adda tag You may use this function to set your own priorities e merge the service request information with a template You may use this function to merge service request information with an e mail template You can modify the master data in the edit view
24. ation window 18 How can add comments to a Campaign Lead Account Opportunity Contact Product or Case Second CRM allows you to easily add comments to any campaign lead account opportunity contact product or case To add a comment select an entry click on Add Comment enter the comments in the window that appears and click Add Comments to save the information These comments can be viewed later for reference 19 How can I track Recent Activity for a Campaign Lead Account Opportunity Contact Product or Case You can easily track the Activity History related to a campaign account lead and more by simply selecting a row expanding the More Information window and clicking on Activity This will display all the activities associated with the selected campaign lead contact or more Campaign Management 20 How are Campaigns captured in Second CRM Second CRM maintains comprehensive details of marketing initiatives such as advertisements direct mails or conferences that you conduct in order to generate prospects and build brand awareness as campaign details which can be easily added in the system using an intuitive spreadsheet type interface 21 How do I add E mail Marketing to a Campaign To add Email Marketing to a campaign follow these steps Create a new campaign by simply clicking on a new row in campaign tab and adding campaign details Choose the campaign type as Email Marketing Select the campai
25. can easily search through all the lists and entries saved in Second CRM such as campaigns contacts accounts users documents and more through Second CRM One Search functionality present at the top right hand corner of Second CRM Just type the term you intend to search in the Search Box and get results instantly What is Quick Create How can I use it You can easily create an account lead opportunity contact case target or activity from anywhere in the CRM using Quick Create For that you need to simply select what you want to create in the Quick Create dropdown menu add relevant information and submit details for adding information quickly How do I customise the CRM Dashboard The components in the Second CRM Dashboard can be moved around and rearranged as per your requirement This ensures a custom priority based and unique interface for the dashboard components for each user The users can individually decide the layout of the portal add remove and rearrange the components as per their individual requirements What are Dashboard Widgets How can add remove them from the CRM Dashboard Widgets are small applications that perform a specific task such as adding campaigns viewing lead updates tracking case reports accessing the CRM Module links etc You can add widgets to your CRM dashboard by clicking icon on top of the dashboard In Second CRM you will find widgets to manage your campaigns leads contact
26. chart 58 How do I monitor the user activities in Second CRM You can easily monitor user activities in the system using the Audit Trail functionality which provides an Audit Log of parameters such as activity user IP username timestamp of all user activities in CRM application Reports 59 How dol use Second CRM Reports Second CRM Reports offers powerful Customer Intelligence that empowers you to analyze information regarding customer details and activities through a comprehensive list of standard reports such as Lead by Status Cases by Status Key Contacts and more 60 61 62 63 EA Globe ey mybusiness You can filter your reports on parameters such as dates Use quick search to filter for specific key terms Export reports in convenient formats like pdf or excel View reports through intuitive graphs which renders a quick overview for the selected report Besides exiting reports can we create our own report Yes you can create your own reports for more details visit support secondcrm com Can I customise the columns in the Reports Yes you can Login and select the Report click customize go next you can view all fields appear at left select to right and move up and down with arrows to set at right place save How to create our own report Select Create Report small plus sign at top select accounts contact module as they are related to all the modules Best use of report is that it c
27. ential In addition you may create a sales potential directly Sales potentials are characterized by the fact that an obvious interest of a potential customer Globe in an offer of your company exists The sales department expects that an offer can be made for this potential customer in the future Direct Entry of Potentials If a sales potential arises from a new customer it is recommended that you create a potential from a lead For a business opportunity which is not based on a lead you can directly enter new sales potential Click the plus icon at the potential list view A new window will open as shown below Leads Potentials J Search Sales amp Marketing Potentials gO Creating New Potential Basic Information Save Cancel Potential Information Potential Name Potential No AUTO GEN ON SAVE Related To Accounts NE d c Amount SGD Type None b Expected Close Date 2012 03 14 ry yy amara d Probability 96 Next Step Convert Leads into Accounts amp Potential From your leads list once you have recognized your new prospects or new potentials you can convert them straight away without having to enter their information again in the system First click Leads tab under Sales amp Marketing module and the list view for Leads will appears like below Then click to any name of leads in the list and the Detail View of the lead will appear D Click Here re My Home Page Sales am
28. ents needed to be fill in and once done just click save and your new Service Contracts is created already in your CRM Service Requests Ticketing Service Requests are any kind of customer service requests as they occur after sales Service Requests are listed at the Customer Support gt Service Requests menu Maite SED Te Citi Customer Support Products amp Services Project Management Tools Quick Create w US Endlisl Service Contracts Service Requests Customer Assets FAQ 2 S Customer Support Service Requests o e 5 Search bd c v Go to Advanced Search Search for In Request No aj Search Now A B C D EI F G H I J K L MN O P Q R S T U V Ww X Y Z Delete Showing Records 1 5 of 5 1 af 1 Filters Al wo Ne RequestNo Title Related To Status Priority Assigned C SERREQS Take backup for the last 6months from YOL instance Taylor Wilson Wait For Response Normal testuser C SERREQ4 Need to create 5 new users in sscrm instance Grape South Asia Pte Ltd Closed Low testuser C SERREQ3 Data cleaning De Silva Emma Open High testuser C SERREQ2 Data importing Wong Yong Shiang In Progress Low testuser Click the plus icon to create a new service request myBusiness My Home Page Sales amp Marketing Products amp Services Project Management Tools Quick Create vw US English Service Contracts Service Requests Customer Assets FAQ Searcl Customer Support gt Service Requests c3 sc G Creating New Service Request B
29. ers Scroll down to Duplicate and select overwrite accounts with select for example Account name This will help to import the same account name more than once Go next and click finished In case you have issues please clean your data excel and do above steps again 12 lam unable to import invoice SO PO Can this be done No the system does not have this feature at this moment 13 How do I configure templates for exporting in PDF format Export CRM details such as Campaign List Lead List Contact List and more in PDF format for easy viewing sending or printing these details Second CRM allows you to customise the export format by defining Export templates You can create a new template easily by clicking on Create New in the window displayed on clicking Export to PDF format You can easily configure the title header and foot notes date paging page border page layout company logo background color text color and more to create a new template These templates can be saved in Second CRM which allows you to quickly export by selecting a pre defined template and clicking Export You can also choose the columns you want to export by clicking on Select Columns selecting the required columns configuring their width and clicking Export to download PDF file in the required format 14 Can I choose which columns to export in CSV Excel format You can export CRM details such as Campaign List Lead List Contact List and more in CSV
30. es Order Invoice Payment Sales amp Marketing gt Campaigns Search Search for In Campaign Ma V Search Now G0 to Advanced Search iu A B C D E F H Il J KE L M WN O P Q R 8 T U V W X Delete Showing Records 1 2 of 1 af 1 Filters Campaign No Campaign Name Campaign Type Campaign Status Expected Revenue Expected Close Date C GCAM2 Workshop far CEO Conference Active 0 2011 12 22 CAM CRM Workshop 2011 Trade Show Active 0 2012 01 31 You may add a new campaign by clicking the plus icon on top of the list input the needed information and save Sales amp Marketing gt Campaigns e 5 Creating New Campaign Basic Information Save Cancel Campaign Information Campaign Name Campaign Mo AUTO GEN ON SAVE 9 User O Group Assigned To E Campaign Status None v aileencaintic v Campaign Type None wv Product dh c Target Audience Expected Close Date 2012 03 14 yyyymar dd Sponsor Target Size Num Sent To work with a campaign open it by clicking the name at the list view The master data you just entered are displayed immediately Click the More Information tab to add contacts and leads to your campaign Campaigns Leads Potentials uote s Sales Order Invoice Payment J Search Sales amp Marketing gt Campaigns CAM1 CRM Workshop 2011 Campaign More Information Updated 132 days aga 02 Nov 2011 Campaign Information More Information Contacts See aaa Gace 1 af 1 Send Mail Select ne
31. gn and click on Email Marketing Button Click on Add Email Marketing and fill in the required details Choose a pre defined email template and add target list s Click on Submit to save the details Click on Send Mail to send the selected email template to your target lists Click on Reports to monitor the effectiveness of your email campaigns in terms of actual number of emails sent customer views and email subscribers 22 How dol create an Email template for Email Marketing You can create a new Email template easily through the following steps e Select a campaign with Campaign Type as Email Marketing e Click on Email Marketing Button to open a new window e Click on Email Template and then New Template to create a new template Define email templates with rich text formatting OG Globe mybusiness e You can also embed pictures videos and even MS Word documents without the worry of losing any custom formatting e You can add parameter configuration to customize the email campaign according to a lead contact user or target details 23 How dol create Target Lists You can create a Target List easily through the following steps e Select a campaign and click on the Target List button in the top panel e Click on Create New Target List e Adda name and description to the target list Import targets from Lead List Contact List User List or Target List by clicking on Import button
32. ivity schedule and priority status 29 How dolimport leads to Second CRM Leads can be easily imported in Second CRM using a CSV Excel file Second CRM allows you to map headers in CSV file with the headers in your Second CRM Lead List Import allows you to resolve duplicity of leads based upon selected fields Contact Management 30 How are Contacts captured in Second CRM You can maintain complete information about individuals you know and interact with through contact details which can be easily added in the system using an intuitive spreadsheet type interface Users can mass import contact information from external sources in CSV Excel file format Wa Globe mybusiness 31 Can we attach more than one contact to one customer Yes you can attach as many contacts to one customer as you wish to 32 Can change Title to Designation How do I do that Go to Contact gt click small hammer sign gt Layout editor click edit title and uncheck title Now click plus sign in contact information block first block to add new field Designation Account Management 33 How are Accounts captured in Second CRIM You can maintain comprehensive details of individuals B2C environments and companies B2B environments with whom the organization has had business dealings through account details which can be easily added in the system using an intuitive spreadsheet type interface It can be used to extract opportunities for cross selling up
33. me Account Name QUO Quotation 5 users Delivered Sumathi Ragunath Creative Technology Ltd To create new quote just click Plus symbol as shown or if you want to edit existing quote just click any of them in the list view and the screen will appears as below Marketing Customer Support Products amp Services Project Management Tools Settings Quick Create US English Campaigns Leads Potentials Quotes Sales Order Invoice Payment Sales amp Marketing gt Quotes EJ CO EJ CJ e Creating New Quote Basic Information More Information Save Cancel Subject Potential Mame Quote No AUTO GEN ON SAVE Quote Stage Created Valid Till Contact Name dica mm yyyy Carrier FedEx Shipping Inventory Manager sadmin Account Name Be sure that all information that is required to be attached in any quote created is complete and correct according to its requirement Once done the quote created can be export to PDF form so that it can be attach together in email before you send it to your new prospects If you wish to search create edit or delete any quote you can refer to the screen below SECONDCRM Welcome admin My Preterences ContactSecong CRM cds ME Sales amp Marketing ELLE Me ee ee MU ES oL Campaigns Leads Potentials Quotes Sales Order invoice Payment Sales amp Marketing Quotes aadgoo Click to delete unwanted quote sales eR Bruner AS Click to edit or add order i
34. mpur In Billing Ci Search Now Go to Advanced Search p g City Account No A B CD E F G H J K L M Account Name Website Phone Assigned To e Sort User can sort the viewed data by click of the header name For example in the below screen data is sort by account name lick here to sort 7 AccountNo Account i Account doeet Billing City IF acca Baby Cute Sdn Bhd Gombak ACC Company P ACC1 Creative Technology Ltd Seri kembangan IF ACC2 Grape South Asia Pte Ltd Puchong IF ACC3 JARING Communications Sdn Bhd Kuala Lumpur IF ACCS samsung M Sdn Bhd Gurun Y myBusiness Mass Edit Mass Edit function is used to insert same data in multiple records For example user wants to assign 3 accounts to particular sales executive in that case manager can select the accounts gt click mass edit gt select Assigned To gt Save All the selected records will be updated New Delete Mass Edit Records Fields Edit Delete Select fields to be updated and provide the new value k cc Action Account Information Address Information Description Information ACC it del Em Company Reg No E Phone E W ACC it del F ACC Fax E Email E edit del W ACC Website 7 http Other Phone E it del I A edit de E ACC Other Email E Type E V ACC u u edit del Industry None i Employees C Delete Annual Revenue RM Rating J E
35. myBusiness Sales Management In Second CRM you can create quotation sales order and invoice that can be attached together with your products and services As the quotes sales order and invoice rely on your products and appropriate price lists you must ensure that you have the correct products figure and amount before you can create a complete quote sales order invoice Under Sales amp Marketing menu you can see these three sub menu Quotes Sales Order and Invoice SECONDORM My Home Page Sales amp Marketing Wi Customer Support Products amp Services Project Management Campaigns Leads Potentials Sales Order Invaice Payment Sales amp Marketing Quotes Search c c Ulickany pU ices Kea Geor Search for In Quote Mo A B C D E F G H l J K L M Once you have clicked any of these three the screen will appear just as similar to one another for you to create or edit any quotes sales order or invoice SECUNDCRM w My Home Page Sales amp Marketing Gee eg Products amp Services Project Management Tools Settings Quick Create Campaigns Leads Potentials Quotes Sales Order Invoice Payment Sales amp Marketing gt Quotes T t3 EN Search Click here to create new quote invoice sales order Search for In Quote No Search Now Go to Advanced Search A B C D E F G H I J K L M H D P Q R Delete Mass Edit Showing Records 1 3 of 3 1 of 1 Quote No Subject Quote Stage Potential Na
36. ne Potential module is sales pipeline select filters to view potential by sales stage 39 have 2 companies 1 in Singapore and the other in Malaysia and we send out quotes invoice from either of the 2 company addresses Is it possible to do that using Second CRIM No problem you can manage multiple company details send out quote and invoice selecting respective one Just go to Company Details and click New Company Details Key in the information and Save it User can select desired company details while creating quotes or invoice 40 ya Globe my Business How about the currency The default currency in the system is Singapore dollar and you can select new if required 41 Can we have different terms and conditions set for quote invoice as in our templates Yes you can just copy paste and it will appear just as your quote invoice template Service Contract Service Request Management 42 43 How are Service Requests captured in Second CRM Capture detailed description of a customer s feedback problems or questions as Service Request details which can be easily added in the system Effectively manage Service Request by tracking customer queries through regular updates and associated activity details How to create workflow myself for customer contract expiry reminders Come to Service Contracts gt click small hammer sign on top gt click workflow gt Now type in title for new workflow example reminder bef
37. nformation Save Cancel Title Folder Name Default 9 User O Group DocumentNo AUTO GEN ON SAVE Assigned To m aileencaintic v BOF source O amp E BEBO SA A Bi Uw Xx LL iR 22 HE d He m Cras ERE n Oiza W owies Format Font oJZe 4 Q E Globe mybusiness Second CRM Basic Getting Started How dol get started It is advisable that you always come to Accounts your customers once you login Simply follow the steps below Step1 Create Import accounts Step2 Select Account and go to More Information Step3 Now in More Information screen Add contact Step4 You can keep adding quote invoice contract as required User must always come to Accounts to start in CRM Search or select account then go to more information page to add contact or quote and more What is Tag Cloud Tag Cloud means Book marking a hot important lead which is displayed on the home page for your future and quick reference Can upload for reference an example of a fax received for confirmed orders contracts Yes select Account and go to more information Under documents click add document and attach the file CRM Dashboard 4 What is a Dashboard The Second CRM Dashboard is a visually intuitive homepage for your Second CRM application where you can find the most important information regarding your sales marketing and customer support functions Can I search through all the entries in Second CRM Yes you
38. nvoice s Upda 0d i30 02 F 12 a QUO1 Quotation 5 users Quote Information Updated 10 days ago 02 Feb 2012 Mission du existing quote sales 3 Quote Information More Information order invoice rm Dup cate Delete e V Quote Information Actions Suwed 4 Quotaion 5users Potnia Name Sumati Ragungh Generate invoice Quota No QUOT Quote Stage Accepted g Gtrerate Sales Order A4 SA The steps to create edit search or delete sales order invoice are just as similar as to one another You just have to click to its module in the module bar and enter all information required for each Beside all the necessary information it is mandatory to select company details and terms and conditions to view in export to pdf Terms amp Conditions Company Details Soft Solvers Solutions Sdn Bhd Terms amp Conditions Terms amp Conditions for Quotes None NS Soft Solvers Solutions Sdn Bhd Description Information Soft Solvers Technologies Please select company and terms conditions Description Currency Item Details Malaysia Ringgit RI al Tax Mode individual I Tools Item Name Qty In Stock Oty List Price Total Het Price SER MA 2 000 150000 CA 300 00 Database Support age Discount 0 00 Total After Discount 300 00 Tax 0 00 After entering all information click Save Convert Quotes into Sales Order Invoice In Second CRM once you have created quotation as being asked from your new prospects when
39. ore 7 days to due date Select task executed every time record is save gt now click save gt click new task gt check execute with delay gt select 7 days before due date Select email gt select account email id in To and type the email template Save it Second CRM Email 44 How dol set up my E mail account You can set up your email account easily in Second CRM Just follow these steps to get started Outgoing Mail Server e Inthe Email Settings sub panel of the Administration page click Outgoing Server e Click Edit of the Outgoing Server menu to enter your mail server configuration as shown in figure ET Settings gt Outgoing Server jee Configure your Outgoing Mail Server details Mail Server Settings SMTP Edit Server Name ssl smtp gmail com 465 User Name shirely gmail_com Password rrniet Requires Authentication Yes Incoming Mail Set up e Inthe Webmail sub panel of the My Home Page click Here to key in incoming mail Server details e Enter User Name Enter the Username you use to login your favorite e mail account along with the domain name such as yourname gmail com for your Gmail account e Enter Password Provide the password you use to enter your e mail account Your personal settings are secure with Second CRM e Enter Mail Server Address Provide the incoming mail server address such as imap gmail com for your Gmail account If you are unsure about this information please check your em
40. p Marketing BE mes aa Products amp Services Project Management Tools Settings Quick Create Campaigns Leads Potentials Quotes Sales Order Invoice Payment les amp Markeing gt Leas GAG EJOEJO 9 OO A G Search Search for In Lead No w Search Now Go to Advanced Search A B C D E F G H l J K L n N Oo P Q R Delete Send Mail MassEdit Send SMS Showing Records 1 4 of 4 1 of 1 Lead No Last Name First Name Company Phone Website LEA1 Ragunath Sumathi Creative Technology Lid 603 8888838 www company com LEA2 Raja Abdullah Raja ART Smart Chips Sdn Bhd 503 88888883 www company com Globe myBusiness As the Detail View of the lead appears on the right side of screen you can see Convert Lead link Just click the link and one small pop up will appear shortly Enter some data required and then click Save Iur Sales amp Marketing v KATEAN vo am PI CU LET CEST a1 M I CUT LG EE CS HS LL te T S LT ES Quick Create v US English Campaigns Leads Potentials Quotes Sales Order Invoice Payment s Sales amp Marketing gt Leads gono G LEA2 Raja Abdullah F at Convert Lead Raja Afif Raja Abdullah Convert Lead Information Lead Information Edit Duplicate Delete User Group Assigned To sadmin V Lead Information Actions Fir Account Name Smart Chips Sdn Bhd 0 LEA2 b Send Mail La Do not create a New Potential upon F e 603 8888888 B Send SMS C Conversion b ig Add Event Potential Name Smar
41. plicate of the selected record So for example you want to create similar quotation for another customer just select the created quotation and click duplicate save with new customer name e Add Event To Do Add Event is to add a calendar event for this account which may be a meeting call etc which are listed in the activities list for this account Add To Do is to add a task To Do associated with this account which are listed in the activities list for this account Globe Po E imac M myBusiness d More Info View More Information View is the part where you can see more information needed or attached in the particular account that cannot be seen in List View or Detail View ACC2 Grape South Asia Pte Ltd Account More Information Updated 5 days ago 14 Feb 2012 Account Information U More Information q i Showing Records 1 1 of 1 I4 4 1 of1 gt pl Add Contact Marzuki Murni Elliana Sales Manager Grape South Asia Pte Ltd murni_marzuki company com 6038888888 sadmin edit del LH Showing Records 1 1 of 1 I4 4 1 of1 gt gt Add Potential Murni Elliana Marzuki Grape South Asia Pte Ltd Prospecting 10000 30 11 2011 sadmin edit del Showing Records 1 1 of 1 I4 4 1 OFT gt pi _ Add Quote QUO3 Quotation 25 users Accepted Murni Elliana Marzuki Grape South Asia Pte Ltd RM1850 000 sadmin edit del e Add Contact Second CRM user can add attach as man
42. roducts Information Updated 28 days ago 16 Jan 2012 More Information SecondCRM Professional 6 months Edit yes CRM Applications 16 01 2012 10 46 58 16 01 2012 10 47 31 upside of page and the screen will appears like below Pricing Information Unit Price RM 510 00 VAT 96 7 Sales 36 Z Service 36 E more currencies Product No PRO1 Part Number Manufacturer None Support Start Date Support Expiry Date Website Mfr Part No Serial No Welcome sadmin My Preferences Contac My Home Page EGIT BEC tO CH TS ICM Products amp Services v Bro cea EHE ISHISIL NN P ES Settings Quick Create v US English x GL Account 300 Sales Software Commission Rate Commission Rate 0 000 Edit Duplic Actions Create Qu Create Inv g Create Sa Create Pu nem Edit Duplicate De Actions Create Quote Create Invoice g Create Sales Orde Create Purchase O Cloud Default currency if SG Dollar though you can add prices in other currencies as well by clicking more currencies myBusiness Marketing Automation Marketing Campaign Module The Second CRM supports your marketing efforts with a Campaign module Click the Marketing menu to open the list view of your marketing campaigns My Home Page E arketing Customer Support Products amp Services Project Management X Tools auick Create Campaigns Leads Potentials uates Sal
43. s and more Widgets also allow users to lend a more personal touch to their dashboard by allowing them i Globe ey mybusiness to choose the applications they wish to see You can remove a widget from the dashboard by simply closing it from x icon The widget can be easily re added whenever required CRM Modules 9 How does the Activities module work Second CRM allows you to effectively track sales activities and tasks and also lets you create activity reports The activities can be mapped to CRM modules such as Leads Contacts Accounts Opportunities and Cases to allow you to keep track of all tasks and events associated with these modules through regular updates It allows you to easily maintain activity schedules and assign priorities 10 How can l use the Advanced Search option to obtain better results Advanced Search allows you to search for multiple terms in multiple fields For this you can add a single or multiple search parameters through the Add button Once you ve added all you need click on Search to get the filtered results on the basis of parameters you entered 11 How do I import my leads Accounts Contacts Customer Contracts Always import lead Accounts first followed by Contact and so on Select the excel data gt click save as gt select file type CSV save it Now come to Accounts click import accounts from top browse and select your csv and click next Now map crm fields and your csv head
44. selling as well as switch selling 34 My customers are of different types like retailer agencies and so on How do record that Come in Accounts click small hammer sign on top Layout editor click edit and uncheck type Now click plus sign in Account information block gt select data type picklist gt type label Account Type In below box type in required account type and save it 35 Can the accounts be linked with a parent account Parent Child relationship can be established between various accounts within the application using Member of Anew account will show the parent account details and subsequent opportunities can be mapped with the parent or child account Potential Management 36 How are Potentials captured in Second CRIM You can maintain complete information related to specific sales and pending deals or the most promising leads that need to be cracked as Potential details which can be easily added in the system Furthermore you can record all related contacts and activities information for each Potential 37 Can create Potential without a relation with Accounts Potential is the opportunity realized in an existing customer for a new business transaction or related buying Hence all Potentials must be linked with an account This holds true when a new Potential is created as well as when a lead is converted Sales Management 38 Is it possible to see sales pipeline team pipeline and sales executive pipeli
45. t Chips Sdn Bhd X i Add To Do Leat il rajaafif company com e Convert Lead Annual Rever 5 None Potential Amount No Of Er J Click Here Tag Potential Sales Stage Prospecting 2 sadmin Clo d Modifi 2 16 01 2012 10 22 47 Tag it Save Cancel I arata Man You can check the account or lead that has been edited under the Potentials module Campaigns Leads Potentials Quotes Sales Order Invoice Payment Sales amp Marketing gt Potentials 5 t3 t G3 Click Here MMC Search for In Potential No Iz Search Now Go to Advanced Search A B C D E F G H I J K L M N 0 P Q R 5 T U V Delete Mass Edit Showing Records 1 9 of 9 1 of 1 Filters Al Potential No Potential Name Related To Sales Stage Lead Source Expected Clos POT1 Sumathi Ragunath Creative Technology Ltd Prospecting Employee 30 11 2011 POT Murni Elliana Marzuki Grape South Asia Pte Ltd Prospecting Self Generated 30 11 2011 POTS Taylor Wilson Taylor Wilson Closed Won Self Generated 27 10 2011 POT4 Ahmed Asyraf JARING Communications Sdn Bhd Proposal Price Quote Cold Call 27 10 2011 F POTS Errine Ruszeqka Samsung M Sdn Bhd Sample of lead 5 allPrice Quote Cold Call 27 10 2011 converted to POT Soft Solvers Soft Solvers Potentials Prospecting Trade Show 31 01 2012 POTS Company Name Sdn Bhd Company Name Sdn Bhd Prospecting Web Site 05 02 2012 POTS Smart Chips Sdn Bhd Smart Chips Sdn Bhd Prospecting Maone 14 02 2012 Globe
46. tab you can see the List View of accounts you have in your Second CRM like below m SECONDCRM Welcome sadmin MyPreferences Contact Second CRM Help My Home Page Sales amp Marketing Customer Support Products amp Services Project Management Tools Settings Quick Create US English Home Accounts Contacts Calendar Webmail Search My Home Page gt Accounts gogog 99 G C Med eb Search for In Account No Search Now A B C D E F G H I J K L M N e P Q R S T U V Ww X Y E Delete Mass Edit Send Mail Mailer Export Send SMS Showing Records 1 7 of 7 1 of 1 Filters All v New Edit Account No Account Name Billing City Website Phone Assigned To Action ACC1 Creative Technology Ltd Seri Kembangan www creativetech com 603 8888888 sadmin edit de 7 ACC2 Grape South Asia Pte Ltd Puchong www company com 603 8888888 sadmin edit de 7 ACC3 JARING Communications Sdn Bhd Kuala Lumpur www company com 603 8888888 sadmin edit de To search for any particular accounts you can enter in Search for field any information related to that account or you can also do alphabetical search according to the account s name For example you can see in the image below T SECONDORM Welcome sadmin My Prefere My Home Page zi Sales amp Marketing Customer Support Products amp Services Project Management Tools Settings Quick Create US English Home Accounts Contacts Calendar Webmail
47. they have confirmed to make payment you can just generate invoice from existing quote without the need to enter all information in Invoice module again First click Quotes module in the module bar Once the List View of quotes appears just choose any one of quotes created and the screen should come out like below m SECONDCRM Welcome sadmin MyPreferences Contact Second CRM My Home Page Sales amp Marketing v RATEI E ye ME I cept i on CEST UT M PI CU S LET C S HITS LL Ot MT UT ES Quick Create US English Campaigns Leads Potentials Quotes Sales Order Invoice Payment Sales amp Marketing gt Quotes OG OG o QUO1 Quotation 5 users Quote Information Updated 10 days ago 02 Feb 2012 Quote Information More Information Edit Duplicate Delete s Quote Information Actions Subject Quotation 5 users Potential Name Sumathi Ragunath Bit I Quote No QUO1 Quote Stage Accepted Click Here g Generate Sales Order Valid Till 14 02 2012 Contact Name Ragunath Sumathi Carrier FedEx Shipping PDFMaker Globe myBusiness On the right side of the screen as marked above if you wish to generate existing quotes to invoices just click Generate Invoice and if you want to generate quotes to sales order just click Generate Sales Order and once clicked the next screen will appears like below a SECONDORM Welcome sadmin My Preferences C My Home Page Sales amp Marketing
48. v RATEI HT abi oro ME CL T CEST AUT Project Management Tools Settings Quick Create I US English Campaigns Leads Potentials Quotes Sales Order Invoice Payment Sales amp Marketing gt Sales Order e 5 Creating New Sales Order Basic Information More Information Save Cancel Sales Order Information Subject Quotation 5 users Potential Name Sumathi Ragunath Customer No SalesOrder No AUTO GEN ON SAVE Quote Name Quotation 5 users dh c7 Purchase Order Just ensure that every time you generate invoices or sales order from quotes you attach the correct information for each of them My Home Page Sales amp Marketing v RK amp TESOT Tg eere gt Products amp Services Project Management Tools Settings Quick Create US English Campaigns Leads Potentials Quotes Sales Order Invoice Payment Sales amp Marketing Invoice QJ CJ 9 Gc Creating New Invoice Basic Information More Information Save Cancel Invoice Information Subject Quotation 5 users Sales Order Invoice No AUTO GEN ON SAVE Invoice Date 13 02 2012 dd mm yyyy Account Name Creative Technology Ltd qb lt gt Contact Name For example if you are generating an invoices from quote in Terms amp Conditions field you should change it to Terms amp Conditions for Invoice Billing Country Malaysia Shipping Country Malaysia Terms amp Conditions Company Details Soft Solvers Solutions Sdn Bhd el Change here
49. vanced Filters As stated you can filter any of your sales column Standard Filters Setthe search conditions to further restrict the list marketing or leads account by entering multiples words or items in the Advanced Filters You can use or filters by entering multiple items in the third column You can enter up to 10 items separated by commas For example CA NY TX FL searches for CA or WY or TX ar FL RULE Hone Hone Hone Hone Hone After you have entered all the information required just click Save to capture the changes None None Hone Mone Mone Globe myBusiness Manage Leads amp Potential Leads Leads are the first phase in establishing a customer relationship Your company may get leads from marketing activities such as trade shows advertisement or press releases At this phase you do not know whether this first contact will lead to a business opportunity If you create a Lead you can capture the following customer related data e Contact data to a single person or organization e Description for a lead e Assessment of value of a particular lead for your company These data will be stored as master lead data within your CRM Your administrator may modify the type and amount of master data necessary for your business A lead is most likely the best starting point for you to enter customer data into your Second CRM Please refer to this section if you
50. which mail id will the mails go You can check from the email id mail box Can we receive any auto reminders or notification emails of customers with expiring contracts Yes The service contract is the support contract or customer contract with start and due dates Just set the due date 30 days from current date Can we create these workflows ourselves Yes workflows can be creative to set up criteria for sending system auto emails or notifications How dol enter my email id as admin Login as admin Go at the top where you can read welcome admin click my preferences scroll down to email edit and save ies Globe 52 How do l set up mail to be sent out from CRIVI As Admin from Settings tab choose outgoing mail server gt click edit gt save your server details Scroll down to add from email add gt add other mail id like support company com 53 Can we view reply emails in CRM How do I configure incoming mails Under My Home page come to Webmail Click click here come to incoming server details key in the required data save You can logout and login again to check 54 How dol set up mails received appear under customer email You can go to mail scanner gt key in the data gt click set rule gt set the criteria gt save Contact our technical helpesk if you need help User Administration 55 How can I define User Roles You can assign roles such as Administrator Management Manager or St
51. y contacts made with an account at various levels of organization hierarchy e Add Potentials User can add new opportunity created with customer and view past status e Add Quotes User can add new quote based on customer requirements and view past status E myBusiness Re Setup Incoming Mail Server To set up on incoming mail server it must be done by every user you have in your Second CRM account as it will require the user name password and email id for each user To set up your incoming mail server click My Home Page module on the module bar and choose Webmail SECONDCRNT Sales amp Marketing Customer Support Produ Home Contacts Calendar Webmail Accounts L Contacts Calendar Webmail Click Here After that once the screen has appears like below click on Incoming Mail Server Settings to set up for your incoming mail server SECONDCRM Home Accounts Contacts Calendar Webmail Wy Home Page gt Email EJ OH Compose z 8 incoming Mail Server Settings Click Here Email Folders All Mails Ee Inbox Delete Search Qualified Mais As Contacts Subject My Mails 4 Sent Mails Hart Raya Greeting from Second CRM Support Team y All Mails TestingEmail Once you have click the Incoming Mail Server Settings your screen will appears like below and you now can enter all the information required to ensure your incoming mail server runs smoothly Once you done with entering alwa
52. ys be sure that you click Save to avoid in missing information Globe myBusiness My Incoming Mail Server Details Email ID Display Name Admin Email izzatyfrankliniggmail cam Incoming Server Mail Server Name or IP imap gmail com LIser Name izzatyfrankliniggmail cam Password TITI Mail Protocol IMAP2 amp IMAP4 SSL Options NoTLS TLS SSL Cerificate Validations Validate SSL Cert amp Do Mot Validate SSL Cert Refresh Timeout 1 minute mB Email per Page 10 tems marked with are required Each CRM user can create inbox to view emails and reply This helps to maintain customer mails at centralized system and can be accessed without going to another window for outlook or mail server Display Name Your Name Email yourname gmail com or support secondcrm com Mail Server Name or IP imap gmail com or mail secondcrm com Username gmail id or support secondcrm com Password gmail password Mail Protocol IMAP2 or IMAP4 as it is supported by major email clients and and mail servers SSL Options To ensure security of data transmitted choose either SSL or TLS Certificate Validations Security feature Server responds by sending the site s certificate to the browser The browser will validate the certificate if it is valid Refresh Timeout 1 min Email per Page Your preferred number of emails per page Globe myBusiness ONEOffice Mail in Second CRM Below are the steps to configure
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