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Maximizer CRM User's Guide

1. A Click New and select Maximizer Template HTML Template or Microsoft Word Template If you select Maximizer Template in an email message you can send the message only as a plain text file without formatting Enter the name of the template and click OK If you are creating a Maximizer template the Maximizer Word Processor opens If you are creating an HTML template the Campaign Message Editor or your default HTML editor opens If you are creating a Microsoft Word Template Microsoft Word opens 4 Compose the content of the message in the editor If you are using the Maximizer Word Processor or the Campaign Message Editor click the Insert Merge Field icon to add merge fields to the message 226 Maximizer CRM 11 User s Guide 5 In the Maximizer Word Processor or in an external editor save the message and close the editor or In the Campaign Message Editor click OK to save the message and close the editor Campaign Message Editor You can use the Campaign Message Editor to create email messages for your automated campaign email activities The Campaign Message Editor lets you create messages in HTML format You can add merge fields formatting images and hyperlinks to the email message You can also edit the HTML source of the message Keep the following tips in mind when working in the Campaign Message Editor Select the Insert Fields icon to add merge fields to the mes
2. et Style Choose the style based on the chart type you chose in the Gallery tab Chart Wizard Gay Y sye __ Lat a Select a chatt style 3 4 5 aha MA a la i g a 10 Di lla alla balla lla vip cwet sex nots Chapter 14 367 e Layout Specify the title footnote and legend settings Chart Wizard cay se Enter desired layout settings Chart Legend Soe f d Series Data along C Bows Cols e Axes Label your graph s axes Chart Wizard aa o Enter desired aris tiles Category K County Value Y Number of Entries A RETTET A Courty c a a These are only the basic characteristics of your graph after the graph is generated you can make additional changes to its appearance and even edit the graph data Title and Footnote Merge Fields When you save a graph to the Graph Catalog you can insert title header and footnote footer merge fields that display information such as the current date and time the total number of entries and other information For example inserting date in the title of the graph and then saving the graph to the catalog as a template tells Maximizer to display the current day s date the next time you generate the graph The following fields are avai
3. Searching for Opportunities You can search for Opportunities by Company name and you can filter your searches by opportunity status in Wireless Access You can also retrieve all opportunities in a Favorite List See Using Favorite Lists on page 316 for more information gt To search for an opportunity Open the Opportunities page A In the Status drop down list select the status of the opportunity or select All Opportunities In the Company field specify the name of the company that the opportunity is associated with 296 Maximizer CRM 11 User s Guide Viewing Opportunities The links in the View section work only if JavaScript is enabled on your device You can disable the View section in your Navigation Preferences If the View section is not visible select View gt Opps from the Actions drop down list 4 Click Search All opportunities matching the search criteria are displayed Search Opportunities Status Company In Progress Ind Amelia Favorite Lists im eart BU A Bei You can view the details of existing opportunities in Wireless Access You can access opportunities from searches from Favorite Lists or from Address Book entries associated with the opportunities gt To view an opportunity From the Opportunities page perform a search or retrieve a Favorite List In the View section at the top of an o
4. ccccsscccesseeceeeeeeeeseeeeseeeeesueeeseseeeesaes 224 Creating Campaign Messages ccccccccecceeeeeeeeeeeeeeeeeeeeeeeeeeesneeeees 225 Campaign Message ECitor cccsccccssceeeeseeeeeeeeeneeeseeeseeeeeseneeeeeaes 226 Campaign Merge Fields cccccccceeseeeeseeeeeeeeeeeeeeeseeeessneeseneeeesees 227 Example of a Campaign Email Message cccscsssessseesseesssesseeess 228 Adding Automated Campaigns ccccccccesssceceesseeeseeeeeesneeeseneeesseeeeeees 229 Viewing Automated Campaigns ccessccesesceeseseeeeeeeeeeseeeeesseeeeees 232 Activities in Automated Campaigns ccccssscccesseeceeeeeseeeesseeeseneeeeees 235 Viewing Statistics on Campaign Activities cccccceeeseeeeeeeeeeeeeee 235 Suspending Automated Campaign Activities cccceesceeeeeeees 236 Reviewing Automated Campaign Activities c ccccsseeeseeeee 237 Automated Campaign Subscribers cccccccsseeeeseeeeseeeeeseneeesseeeeseeeesees 238 Viewing Subscribers for Automated Campaigns ccsceeeeeeeee 238 Adding Subscribers to Automated Campaigns ccceeseeeeeeees 239 Removing Subscribers from Automated Campaigns scee 240 Status of Automated Campaigns ccscccssccescsssecsseesseecsseeseressneeseeseeees 242 Maximizer CRM 11 User s Guide Chapter 10 Chapter 11 Chapter 12 Suspending Automated Campaigns cccccccessceecseteeeseeeeese
5. m Jaaha VE Br 2 bw Sy ES Va 8 A E A i Fax 1 Phone call ns Address Case Opportunity Email Note 5 Make Receive Meeting Time Assign to Book Entry wi Document acall a Call Action Plan E aTask Campaign Create Write Phone Schedule Insert Print Track Subscribe AX Columns Default Ad ok View i EFL My Work Day Name amp Phone Number Email Address City State 3 g PECEREN 1 Adams Dante 604 601 8000 escona maximizer com Chicago L a Sp AggassiCold Beer amp Wine Store 604 601 8000 escona maximizer com Alice Spring BC iw hy Albert s Steak House 604 601 8000 escona maximizer com Albuquerque NM LFB Opportunities 1 ae Bab ovctas Df Amelia Liquors South 604 601 8000 escona maximizer com Amelia Island FL a iy Ansley Wine Merchants 604 601 8000 escona maximizer com Atlanta GA campaiani Se a oe ee i iy Astor Wines amp Spirits 604 601 8000 escona maximizer com New York NY ES Customer Service iy Atlas Food inc 604 601 8000 escona maximizer com San Francisco CA Bennington Albert 604 601 8000 escona maximizer com Albuquerque NM ES Knowledge Base A Cash Jefferey Reid 604 601 8000 escona maximizer com Dayton OH Chen Melanie 604 601 8000 escona maximizer com Amelia Island FL r H Calendar eh email E a B EA 3 Personal Recent Entries amp Powell Darin OrderDesk Company Library B Conta El custom 4 Autom L 4opport
6. Search conditi lee Add Change Remove Not Equal Must match all Match one or more Denotes required field Cancel 6 Specify whether Address Book entries must match all or one or more of the territory rules Click OK The new territory is added to the Territory list El If required use the Move Up and Move Down buttons to move the territory in the list Users can manually assign territories and account managers to Address Book Entries on the Edit Basic Information tab of open entries Changes to territory status are logged to an entry s notes gt To assign a territory to an Address Book entry Open the Address Book entry to which you want to assign a territory A From the Territory drop down list in the Company details area select the territory you want to assign to the entry The Territory status field now indicates that the territory is Set by manager Aligning Territories Territories set by users are always overwritten by territory alignments Chapter 3 47 From the Account Manager drop down list select a user as the account manager EJ click ox Users with the Sales Manager role can automatically assign territories in the Alignment tab of the Territory Management dialog box Changes made when you align territories override territories set by Sales Managers only if you select the Overwrite territories set by manager option If the alignment assigns a territory t
7. Email account information is set up after your email application is installed If you are using Microsoft Outlook you can access this information through the Windows Control Panel See your system administrator for more information Specify the maximum size of any single packet in kilobytes KB This applies to the outgoing packet size on the remote Email packets are then limited to this size If a packet is larger than this limit the packet is spanned into smaller packets within the limit If the limit is set to 0 the packet size is unlimited 4 Indicate whether to convert packets so they can be sent over the Internet in its standard 7 bit email format If you send packets over the Internet you must select this option to ensure that they are reliably transmitted 5 Enable the partial packet warning if necessary When the size of a packet exceeds the maximum size set for a packet if enabled in Maximum Size above partial packets are created The sum of these partial packets makes up the entire data packet For instance take an example where a system administrator sets the limit on packets to 2 MB or 2000 KB Assume that the Server creates a large data packet that is 3 5 MB or 3500 KB MaxExchange will break this packet into 2 partial packets If only one of these data packets arrives but the other is still in transit the data from the first partial data packet cannot be processed until the second partial data packet
8. Partner Ad dress Book Status 10 records found m 2 Modules HE Events And News ir LYI Opportunities E customer Service a Knowledge Base B Address Book D Knightsbridge Wine Shopp 6 Quick Info E Links Edit v Search v Name gt O Ansley Wine vereren E 604 601 8000 3 Argonaut Wine amp Liquor Beacon Wine Spirits Boston Wine Cellar Connoiseur IG Farmer amp Co d Kahu Kura Applications li IO Martel Ag St Gallen 235 5 Horizon Beverage Company 6 l E Log out Personalize 3 Help Partner Mr Paul Samson Phone Number Email Address City State escona maximizer com Atlanta GA 604 601 8000 escona maximizer com Denver co 604 601 8000 escona maximizer com New York NY 604 601 8000 escona maximizer com Dayton OH 8 Address Book Entry Webpage Dialog E 5 Bacopy amp EZ actionse r Wy d I Ansley Wine Merchants Address Book Information Opportunities Notes Documents Q Wiley Kendall Val Name and address Other information Gi Ansley Wine Merchants Phone numbers 1544 Piedmont Ave Main 604 601 8000 Alianta GA 30324 Fax 604 601 8001 USA Cell Email addresses Website Main escona maximizer com Email 2 Email 3 Website www maximizer com Key Fields for X Company Details Do not solicit by Category Account Manager Full Access
9. 23 AMGR_ Opp_ld Opp_ Number Step_ld Activity_Id 11 Opportunity_Link Description and Rules Not in use Priority of task 0 Not complete 1 Complete Identifier of the associated opportunity related to the AMGR_ Opportunity_Link that the task originated from Must already exist in the AMGR_Opportunity_Link table Opp_Number 0 Must already exist in the AMGR_ Opportunity_Link table unless it s a follow up activity Must already exist in the AMGR_ Opportunity_Link table 0 No alarm set 1 Alarm set Icon associated with the task 0 None 1 Mail 2 ToDo 3 Phone 4 Travel 5 Sale 6 Meal 7 Presentation 8 Speech 9 Meeting Icons can be viewed when the Hotlist task is being created Date when alarm is to sound If left empty defaults to Schedule_Date Task end date Maximizer CRM 11 User s Guide 494 Table 5 AMGR_Hotlist View Field Name Data Type Snooze _End_Date DateTime TextCol String Related_To Integer Plan_Id String Plan _Number Integer TaskFlags Integer AMGR_ Resources Table Len 8 255 23 Foreign Table Ref AMGR_ActionPlan Template Plan_ld Plan_ Number Description and Rules Date and time when the alarm deferral ends Text of task Mandatory field Type of record this template is applicable to 0 Undefined Defaults to Address Book 1 Address Book entry 2 Opportunity 3 Campaign 5 Customer
10. 48 Maximizer CRM 11 User s Guide 5 Click Align Territories ig o m Setup Alignment r Temitory alignment conditions March 19 2007 C All Address Book entries All entries in Address Book window Selected entries in Address Book window Options JT Unassign teritories Aion tenitories JT Overwrite temitories set by manager r Status of realignment Address Book entries retrieved 0 Aligned 0 Unassigned 0 Skipped 0 Failed 0 Chapter 3 49 Drawing Maps of Address Book Entries You can quickly draw a map showing the location of an Address Book entry or of the Address Book entry associated with an opportunity or customer service case You can choose to view only the location of the entry or you can view directions to or from the Address Book entry and your current address gt To draw a map of an Address Book entry Select an Address Book entry opportunity or customer service case A On the View tab select Map from the Show group The Draw a Map dialog box opens displaying the address of the current Address Book entry Under Draw this type of map select the type of map that you want to view You can choose the following types of maps e Map of selected entry only e Map of travel route from current address to selected entry e Map of travel route from selected entry to current address 4 If necessary enter your address in the Current address fi
11. BOB click Finish to finish adding the indicator to the dashboard Select Work with a different indicator and click Next to add more indicators to the dashboard Customizing Indicator Controls After adding indicators to dashboards you can customize some of the properties of the indicator controls For all controls you can change the basic information the SQL metrics associated with the controls and the colors of elements in the controls For gauge controls you can change the style of the control and specify alarm levels For list controls you can change the formatting of the list While customizing the indicator controls you can launch the Dashboard Wizard to modify some of the other properties of the indicator gt To customize a dashboard indicator In the Dashboards tab of the My Work Day window select the dashboard containing the indicator from the drop down list A Right click on the indicator that you want to customize The Properties dialog box opens In each tab of the dialog box specify settings for the indicator e Inthe Details tab specify the name description and access rights for the indicator List controls cannot display currency symbols In group indicators currency symbols are displayed in the legend Chapter 14 351 In the Indicator Type tab gauge controls only select the gauge type scale and style In the Alarm Target Settings tab gauge controls only enable an alarm for the
12. Keep the following points in mind when working with the Opportunities window Select the Opportunities icon to open the Opportunities window A Use the view bar buttons for common opportunity tasks Use the Filter drop down list to show all opportunities team updated opportunities or current opportunities 4 Double click an opportunity to view or modify it 5 Click the View in Address Book button in the View bar or choose the option from the shortcut menu to view the Address Book entry associated with the current opportunity 6 View additional information for the selected opportunity in the following windows View notes that Maximizer automatically creates to record opportunity activity Chapter 8 181 Document eel Fy I6DGHRB AE ip Recent Entries amp ars Yr Bs Home Administration Library File Management My Work Day gt Maximizer CRM Escona Tutorial Opportunities 37 Displayed See Edit View Search Tools Reports Setup 2x x ea pz Manage Users eae fa Es E a B 44 Security Groups HG i Template Default Default Territory Preferences User Defined Column Coloring Custom Entry Note Management Fi Hi Teams Setup Rule Actions Default Entry Territory User Management Display Workspace AX Columns Default Opportunity View H Y A Og Fite Al Opportunities EJ Status Company individual amp Objective 5 Stage Revenue Close Date Edgar Bros
13. Requirements for Web Inquiry Forms If you are creating forms using the Web Inquiry Form wizard in Maximizer you must consider some mandatory circumstances regarding your Internet Service Provider ISP First your ISP must support HTML file readings and CGI execute permissions Second if your ISP is running a UNIX server you must ensure the ISP installs the following Perl modules e CGI e Net SMTP e MIME Base64 Third you may have to ask your ISP to install the winqcgi pl file into a folder that has execute permissions You may also have to modify the generated web form HTML page to target the winqcgi pl file installed by the ISP To do so modify the following line lt FORM action winqcgi pl method post name mtiform gt to lt FORM action cgi bin winqcgi pI method post name mtiform gt 334 Maximizer CRM 11 User s Guide Creating Direct Insert Web Forms You can set up your web forms so that they insert new entries directly into a Maximizer Address Book In order to create direct insert forms Maximizer must be installed on the web server that is hosting your web form Before creating the direct insert web form you must first set up a virtual directory If your web server runs Windows Server 2003 you also need to add a web service extension for the web form gt To create a direct insert web form Create a folder for the web form A On the Tools tab select Web Form from
14. User_Id of user assigned to the Address Book entry as the Account Manager Applies to Company Record_Type 1 Individual Record_Type 2 and Default Entry Record_Type 5 records only Table 1 AMGR_Client View Field Name Lead_Status Change_Bits Contact_Inherits_ UDFs Territory_Status Territory_ID Data Type Len Integer Binary Integer Integer Numeric 2 10 Appendix B 481 Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR_Territory Territory_ID Description and Rules 0 Not a sales lead 1 Sales lead Applies to Company Record_Type 1 and Individual Record_Type 2 records only MaxMerge Change Field Used by Maximizer New contact inherits user defined fields checkbox in Company and Individual Address Book entries 0 Contact does not inherit UDFs 1 Contact inherits UDFs Indicates how the territory was set 0 Unassigned 1 Unaligned 101 Set by user 102 Set by rule 201 Set by manager Note Unaligned status is used when territory alignment moves an Address Book entry from a defined territory so that it no longer falls under any of the territory criteria The old territory remains in the Territory_ID field Unique identification number 482 Maximizer CRM 11 User s Guide Company View The Company View includes fields from AMGR_Client for Company Address Book entries Note This view is read only
15. You can print reports from the Reports tab or from the Print group in the Home tab The Reports tab gives you access to every type of Maximizer report irrespective of the window that is open For example if you are in the Address Book window and want to print an opportunity report on the Reports tab select Opportunities gt type of report The Opportunities window automatically opens and the report extracts information from the current opportunities list The Print group on the Home tab prints reports strictly related to the window that is currently open While all Maximizer reports can be sent to a printer you can additionally generate RTF Rich Text Format PDF files Portable Document Format for most reports in Maximizer You can also preview most Maximizer reports The Reports tab allows you to print reports on the following Maximizer information e Address Book entries e Sales leads e Contacts e User defined fields e Notes e Opportunities e Quotas e Campaigns e Customer service cases e Documents e Hotlist e Calendar e Knowledge base articles e OrderDesk e Journal entries Types of Reports the Opportunities Executive Report generates many HTML files for its web browser interface Save this report to a separate folder to keep your files organized Chapter 14 359 Expenses Related entries Activities Phone log You can create the following types of reports in Maximizer Column Repor
16. 2 2 508 508 8 11 ADMN_Users User_ Id Description and Rules The number of days an opportunity was suspended Applies only to opportunities using a strategy where the opportunity is suspended and then resumed after one day or more 0 Static strategy 1 Dynamic strategy Note A strategy becomes dynamic after it has been assigned to an opportunity and then one or more of the Steps has been modified in that opportunity 0 Static team 1 Dynamic team Note A team becomes dynamic after it has been assigned to an Opportunity and then a team member is added or removed from the team for that Opportunity Opportunity or campaign type 0 Opportunity 10 Fixed date automated campaign 15 Ongoing automated campaign 20 Automated campaign from web 30 Traditional campaign Any comments about the opportunity Only the Opportunity Leader user can modify this field Any comments related to the completion of the opportunity Applicable only if the Status is won lost abandoned or suspended Date and time when the record was last modified User_Id of the user who last changed the opportunity 508 Maximizer CRM 11 User s Guide Table 11 Field Name TestStatus Last_Opp_lId Cont_Client_Id Cont_Cont_No NextAction NextAction_ Projected Revenue_Currency_ Id Revenue_Rate_ Type_Id Last_Cal_ Date Calculated_Won_ Revenue Calculated_ InProgress_ Revenue
17. City Town State County Province Zip Postcode IDentification All Phone Numbers Notes Documents Other gt Field Retrieve Contacts Retrieve Companies Individuals Retrieve Partners Retrieve Opportunities Retrieve Customer Service Cases Check Column Name Column for Duplicates Appendix A 457 Maximizer CRM 11 Ribbon Interface In Maximizer CRM 11 On the Search tab select All Fields from the Search By group On the Search tab select Last Name from the Search By group On the Search tab select Other Fields gt First Name from the Search By group On the Search tab select Company from the Search By group On the Search tab select All Email Addresses from the Search By group On the Search tab select Other Fields gt City Town from the Search By group On the Search tab select Other Fields gt State County Province from the Search By group On the Search tab select Other Fields gt Zip Postcode from the Search By group On the Search tab select Other Fields gt IDentification from the Search By group On the Search tab select All Phone Numbers from the Search By group On the Search tab select Other Fields gt Notes from the Search By group On the Search tab select Other Fields gt Documents from the Search By group On the Search tab select Other Fields from the Search By group On the Search tab select Contacts from the Retrieve group On the Search tab sel
18. Email Email Window You can use the Email window to send and receive email using your existing email system You can also send email to Address Book entries directly from the other main windows Email preferences are set in Maximizer and in Administrator To set email preferences on the Setup tab select Preferences and select the Email tab The following sections contain additional information on using email in Maximizer e Email Window on page 152 e Sending Email on page 153 e Sending Email to Address Book Entries on page 154 e Send Email Options on page 156 e Email Templates on page 157 e Creating Appointments and Tasks from Email on page 158 Use the Email window to perform your email tasks You can send email messages reply to messages move messages and perform other common email tasks You can also save messages to associated Address Book entries Keep the following points in mind when working with the Email window Select the Email icon to open the Email window A Select email folders on the left side of the Email window To search for email messages by subject select Custom from the Subject drop down list and enter the text to search for 4 Select email messages in the top right area of the window 5 Toggle the preview pane on and off with the Preview checkbox in the top right corner of the window g View the currently selected email message in the preview pane
19. Field Name Data Type Len User_Case_lId String 32 Client_Name String 80 Contact_Name String 160 Solution Name String 256 Type_Name String 80 Reason_Name String 80 Origin_Name String 80 Queue_Name String 80 Class Name String 80 Area_Name String 80 Foreign Table Ref AMGR_CSCases Client_Id Client_ Number AMGR_CSCases Contact_Id Contact_Number AMGR_CSCases Solution_ld Solution _Number AMGR_User_Field_ Defs_Tbl Type_Id 60022 Table _Id 2 Code_ld AMGR_User_Field_ Defs_Tbl Type_Id 60023 Table _Id 2 Code_ld AMGR_User_Field_ Defs_Tbl Type_Id 60024 Table_Id 2 Code_ld AMGR_User_Field_ Defs_Tbl Type_Id 60029 Table_Id 2 Code_ld Description and Rules Case identifier for user references Name of Company Individual who originated the case Name field from AMGR _Client table Name of the contact for the case First Name Name field concatenation from Case Contact Knowledge base article description of this case Text value of the Type field Text value of the Reason field Text value of the Origin field Text value of the Queue field No longer in use No longer in use Table 10 CSCases View Field Name Fee_Type_Name Status_Name Assigned_To_Name Case_Owner_Name Address_Line_1 Address_Line_2 City State_Province Country Zip_Code Priority_Name Severity_Name Appendix B 503 Crystal Reports Database Views Tables Refer
20. Float Integer Traditional Campaigns Len Foreign Table Ref 4 Description and Rules Not applicable to campaigns Reserved for future use Do not use Reserved for future use Do not use Opportunity revenue is calculated as of the date specified in this field Default is the current date Revenue generated from won opportunities Revenue generated from opportunities still in progress Not applicable for Automated Campaigns Table 133 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Data_Machine_ld Sequence_Number Client_Id Contact_Number Opp_lId Opp_Number Comp_Client_Id Comp_Cont_No Data Type Numeric Numeric String Integer String Integer String Integer Len Foreign Table Ref 9 9 23 4 23 24 Description and Rules Not applicable Not used Reserved for future use Always 0 Unique identifier of a traditional campaign System generated Always 0 Not applicable to campaigns Appendix B 513 Crystal Reports Database Views Tables Reference Table 133 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Owner_ld Strategy_lId Team_lId Status Name Objective Reason_ld Probability_Closing Cost Data Type Len Foreign Table Ref String Numeric Integer Integer String String Numeric Integer Float 11 9 AMGR _ Strategy Strategy_lId 4 AMGR_ Opportunity
21. In the Address Book window select an entry right click and select Schedule gt Meeting The Add Appointment dialog box opens A Specify the details of the appointment 142 Maximizer CRM 11 User s Guide Add Appointment E abe ES Scheduling E Options Recurring C Icon S 5 gt E Completed Appointment Users Address Book Entries Appointment with James Dolton XL Remove link Subject Meeting B Appointment details Attendees and response Date March 19 2010 Name Response From 2 20PM Until 3 20 PM amp James Dolton ABC Wine Shop l 3 A ted Joe Napoli cceptet Priority Private v Alarm g Location Joe Napoli s office X Resource s Marketing Collateral Product Samples Products Services All Categories T Notify other users Note OK Cancel If necessary select the Users and Address Book Entries tabs and add other Maximizer users or Address Book entries to the appointment In the Appointment tab you can select Notify other users to notify other attendees of the appointment and prompt them to select a response when they next open Maximizer 4 Click OK to save the appointment Depending on your Calendar Hotlist preferences and the details of the appointment you may be prompted to send an email message to the other users added to the appointment 5 If necessary customize the email notification and click Send Calendar and Hotlist Preferences
22. Kise E 2 Help es Exit The following commands appear on the File menu in the Address Book window in Maximizer CRM 10 5 450 Maximizer CRM 11 User s Guide In Maximizer CRM 10 5 select File gt Open Address Book Close Address Book Login Administrator Page Setup Print gt Merge Documents Print gt Envelopes Print gt Labels Print gt Column Report Print gt Detailed Report Print gt Name Address Telephone Report Print gt Note Report Print gt Personal Organizer Print gt Custom Report Send Email vCard gt Import vCard gt Export vCard gt Send In Maximizer CRM 11 Click the Maximizer button and select Open Address Book Click the Maximizer button and select Close Address Book Click the Maximizer button and select Login Click the Maximizer button and select Administrator This command is unavailable in Maximizer CRM 11 Click the Maximizer button and select Print gt Merge Documents Click the Maximizer button and select Print gt Envelopes Click the Maximizer button and select Print gt Labels Click the Maximizer button and select Print gt Column Report Click the Maximizer button and select Print gt Detailed Report Click the Maximizer button and select Print gt Name Address Telephone Report Click the Maximizer button and select Print gt Note Report Click the Maximizer button and select Print gt Personal Org
23. My follow up deadiine is approaching Priority Task is completed ton KY CkR eH EEA Assigned to Joe Napoli m Hotlist task with Powell Darin Bayville Package Store Case for Bayville Package Store Subject Packaging defect Follow up deadline March 19 2010 5 40 PM Spelling OK Cancel Resolving Customer Service Cases When you solve a customer s issue you can resolve the customer service case in Maximizer You can document the details of how the case is resolved add a new solution if any to the knowledge base and notify the customer and user to whom the case is assigned You can perform these tasks right in the Resolve Case dialog box gt To resolve a customer service case Select or open the customer service case A Select the Resolve icon On the Edit tab select Resolve Case from the Process group Note that you can include this information in automated email templates for customers by using the Case_Solution_Note merge field Chapter 10 Specify the billing information for the case e Select a Billing type e Specify the number of hours worked on the case in the Billable time hrs field e Enter the hourly rate in the Billing rate field e If Maximizer prompts you to update the Case fee automatically by multiplying the Billing rate by the Billable time click either Yes or No to specify your preference Otherwise enter the Case fee Enter the Solution no
24. Tl click ox Chapter 7 How Phone Numbers are Synchronized with Microsoft Outlook In an Outlook to Maximizer synchronization Maximizer first tries to synchronize mapped phone numbers whose descriptions exist in the default Address Book entry Maximizer then tries to synchronize mapped phone numbers that appear highest in the phone mapping list Only mapped phone numbers are synchronized to Maximizer In the following examples the phone number descriptions in the default entry are Main Fax and Cell and the mapped phone numbers are as follows Phone Mapping Outlook Maximizer Telex Primary Main Pager Pager Other Mobile Cell Home Home Car Business2 Business Direct BusinessFax Fax Assistant Callback HomeFax Home2 ISDN OtherFax Radio Tty Tdd Company Q Cancel Maximizer Field Main Pager Cell Home Direct Fax Outlook Field Primary Pager Mobile Home Business BusinessFax Example Outlook values exist for all mapped phone numbers If Outlook values exist for all mapped phone numbers the following phone numbers would be included in the synchronized entry Main Fax Phone Pager 177 178 Maximizer CRM 11 User s Guide Because the fourth phone number description is empty in the default entry Maximizer fills it with the Pager phone number description Main is higher in the phone mapping list but it has already been synchronized Phone n
25. Z Fax Note Email Document Write Filter Today Date a i3 March 18 2010 amp March 18 2010 March 18 2010 March 18 2010 10 00 AM March 18 2010 12 00 PM March 18 2010 2 00PM HI March 18 2010 5 18 PM A A A S contac ClCustom ltil Autom WLopport 2Related Notes E User Defined Fields L Documents ajAddress Book Order Reports Setup ga LB Make Receive acall a Phonk Fma EA To do easel J Insert a File os EJ Phone Call g Print an Envelope Meeting Action Plan Schedule i Print a Label Maximizer CRM Escona Tutorial Hotlist All Notes Powell Darin 6 Displayed e H Time a Task Track V Show Appointments FA Pr Get prospect to agree with ti well Darin Insert fi ga SS se User Show My Hotlist Task Name Company Phone1 Completed Re ouk a Bayville Package Store 604 601 8000 Bayville Package Store 604 601 8000 Bayville Package Store 604 601 8000 Initiate implementation checklist Powell Darin Prepare and present contract doc Powell Darin Forecast meeting Lunch with California Wine Commi Finalize proposal and email to cusi Torrance Michelle Atlas Food Inc 604 601 8000 My follow up deadline is approact Cash Jefferey Reid Arrow Wine amp Spirits 604 601 8000 0DORRRAAR cancer Columns Default Address Book View gt Fitter lt an gt gt
26. ccsccccesseeeseneeeeeeeeeeeeeeseaeesseeeessneeees Chapter 13 Searching for Address Book Entries cccscccsscssssessecesesseesseeeseeesnees 285 Viewing Address Book Entries cccssccesesecesseeeeeeeeeeseeeeesneeeeees 287 Adding New Address Book Entries ccscccssseeeeeeeeeeseeeeseasesseeees 287 Phoning Address Book Entries ccsccccsssceeseeeeeeeeeeeseneeeeeeeessnneeeeees 289 Drawing Maps tiisidici sencilla lie 289 Modifying EA FE Sra a ae a ea a a eiere reae E a aaa r a 290 Associating Contacts with Entries ccccccceeseceeeseeeeseseeesstesseeees 291 Selecting Products Services and Categories 292 Sending and Saving Email Messages cccscccsssceeeseeeeeeseeeseeeeseneeesnnees 293 ACCESSING OPPOFtUN tie eeceeseeeeeeeeeneeeeeeeeeeeeeeeeeeeaaeeeeeeeecaeeseesensneeees 295 Searching for OPPOrtunities cccscccescsscesessseesseeeseessseesseeeseeesees 295 Viewing Opportunities 2 0 2 eee cece eeeecceeeeeeeeceeeeeeeeeeeeaeeeeeeeeeeeeeeeeeeenee 296 Adding New Opportunities ccccccccesseccseneeeeeeeeceseeeeseeeessnasessenees 297 Assigning Sales Teams and Leaders to Opportunities 00 298 Assigning Competitors and Partners to Opportunities 0 298 Changing the Status of Opportunities cecceeceeceeeeeeteeeeeeeeteees 299 Accessing Customer Service Cases 0 cccccceeeeeeeeeeeeeeeeneeeeeeeeseaeeeeeeseeneeeees 300 Searching for Ca
27. z ras x Letter 3 g 3 FTo do Insert a File g p 3 De j ES es z v l B Z Fa NS NS ee T9 Phone Call g Print an Envelope iv Knowledge Case Opportunity Email Note Make Receive Meeting Time Article Beco Nes Document aCall a Call JAdion Plan Print a Label ETE S Create Write Phone Schedule Insert Print Track Email aX status an AEUR EFL My Work Day Article Last Modified Product Category Title Status el I 5 hija bank HQ KB00002 March 19 2010 All Cabernet Sauvignc Email Campaigns w Internal HQ KB00001 March 17 2010 Dolmoth Hunter 2006 Bin 999 Sou Published N HQ KB00009 September 28 20 St Pierre Hotel amp Restaurant Draft L 4 Opportunities d HQ KB00005 September 28 20 St Pierre 2002 Red Wine ha Published HQ KB00004 September 28 20 Hunter Product Descriptio Draft 25 Quotas HQ KB00006 September 28 20 Hunter About the Winery Published HQ KB00010 September 28 20 All Retail Marketing Co Internal tll campaigns HQ KB00008 September 28 20 All Procedure for cust Internal HQ KB00007 September 28 20 All Esonca Wines Que Draft Gel customer Service ES Knowledge Base g Hotlist EE Calendar teh Emaii pan E Company Library 3 Personal A LE OrderDesk _ a 2 L misa akkaa a siaaa Friday March19 2010 4 50PM _ j Viewing Knowledge Base Articles The knowledge base ensures that valuable case solutions are recorded reviewed for quality assurance and made available to the appropri
28. Campaigns Customer Service Users Name Type Requested by Add Folder Efa lt Escona Tutorial gt A UseAlternateForm Alphanumeric LS tf Sales Folder H Marketing Folder a H Customer Service Folder 41 5 Partner Retail Reselle Folder H Customer Profile Folder H Discount Levels Folder H Wine Preferences Folder m H Wines of Interest Folder Joe Napoli Escona Roles Table Ge Customer Interests Table Partner Interests Table Mandatory Fields The following sections contain information on setting up user defined fields e Sorting User Defined Fields on page 64 e Creating Folders for User Defined Fields on page 64 e Creating User Defined Fields on page 65 e Modifying User Defined Fields on page 66 e Adding Items to Table User Defined Fields on page 67 e Modifying Items in User Defined Fields on page 68 64 Maximizer CRM 11 User s Guide Sorting User Defined Fields The order that user defined fields display in the Set Up User Defined Fields dialog box determines the order that user defined fields display for users Click the Move Up and Move Down buttons to move a field or folder up or down in the list These buttons move fields only within their current folder level You cannot use them to move items in or out of folders You can also use the mouse to drag and drop a field or a folder
29. Dashboard e thi Work with Dashboards Create a New Dashboard Create a completely new Dashboard This option starts with a blank canvas and allows you to build save and distribute a dashboard C Edit current Dashboard This option allows you to change an existing dashboard and save those changes so that you and other users can see them or to save it as a new dashboard i O Work with Indicators C Create a New Indicator Create a completely new Indicator which is a measure of one or more of your business metrics This option adds a new Indicator to the current dashboard If this is a shared dashboard all other users will also see the new Indicator C Edit an existing Indicator This option allows you to change an existing indicator on the current dashboard and save those changes so that you and other users can see them Next gt Cancel Enter the basic information for the dashboard In the Dashboard Name field specify a name for the dashboard In the Full Access and Read Access fields specify the Maximizer user or group with access to the dashboard Select Dashboard is available in Wireless Access to make the dashboard available to Wireless Access users If you don t select this option the dashboard is available only in Maximizer and in Maximizer Web Access You might want to clear this option if the dashboard is not set up to display well on smaller screens Chapter 14 343 Dashboard Wiza
30. Documents Yi Address Book OrderDesk Filter lt All gt V showall f Y Date Time Type T reator Full Access Read Access February 25 2010 3 25 PM History J li has subscribed Joe Public Public Astor Wines amp Spirits Napoli 12 2010 9 38AM Task Hotlist Task Created Confirm Joe Public February 25 2010 3 25PM History Joe Napoli has subscribed Dela Joe Public Public Mccoy Astor Wines amp Spirits Napoli January 18 2010 3 51 PM Custome Case HQ 00039 has been Joe Public Public Service created Training Request Napoli January 18 2010 3 51PM Custome Case HQ 00032 has been Joe Public Public Service deleted Faulty Product Napoli January 18 2010 3 51 PM Custome Case HQ 00028 has been Joe Public Public Service deleted Faulty Product Napoli January 18 2010 3 51PM Custome Case HQ 00017 has been Joe Public Public Service deleted Faulty Product Napoli January 15 2010 2 03PM Task Scheduled Generic Action Plan Joe Public Public plan on January 15 2010 to Napoli January 15 2010 11 48 AM History Territory Alignment has Lou Public Public changed field Territory Status Jones When you add or edit a note you can add formatting and hyperlinks in the note You can also view and edit the HTML source of the note gt To add a note Select the entry to which you want to add the note Notes for the entry are displayed in the Notes following window A Drag the entry to the Notes following window or On the Home tab select Note from
31. Example Ceiling 2 32 1 This example returns 2 4 80 Maximizer CRM 11 User s Guide Floor Rounds a number down to the nearest integer or down to a specified number of decimal points Syntax Floor Number DecPlace Parameters Parameter Data Type Description Number Decimal The numeric value to round DecPlace Integer Optional The number of decimal places to round down to Example Floor 2 36 1 This example returns 2 3 Round Rounds a number to the nearest integer or to a specified number of decimal points Syntax Round Number DecPlace Parameters Parameter Data Type Description Number Decimal The numeric value to round DecPlace Integer Optional The number of decimal places to round to Example Round 2 45687 2 This example returns 2 46 Conditional Expressions Comparison Statements Chapter 4 81 You can create conditional expressions in your formula user defined fields Conditional expressions use the If expression to evaluate comparison statements and return values based on the results of the statements Conditional expressions use the following syntax If Comparison Statement True Value False Value e Comparison Statement Uses comparison operators to compare two values It can be combined with logical operators and or and not as well as additional conditional expressions e True Value The value of the expression when the comparison statement is true It can also be combined
32. Notify_Flag Data Type Integer String String Integer String String String Integer DateTime Float Float Integer Len 4 23 23 63 63 Foreign Table Ref AMGR _Client Client_Id Contact_ Number AMGR_Opportunity View Opp_Type 0 Opportunity Description and Rules Applies only to records where Opp_Type 10 15 or 20 Stores original Opp_Id when it is changed during transfer between databases Client_Id of the associated Contact Applicable only when Opp_Type 0 Contact_Number of the associated Contact Applicable only when Opp_Type 0 Next action in the Action Plan for this opportunity as defined by the user Applicable only when Opp_ Type 0 Next action in the Action Plan for this opportunity as defined by the strategy Applicable only when Opp_Type 0 Three character currency ID of the corporate or entry currency for the opportunity Applicable only if multi currency is enabled for the Address Book Reserved for future use Do not use Not applicable to opportunities Not applicable to opportunities Not applicable to opportunities 0 No opportunity monitoring 1 Use the system default opportunity monitoring user list 2 Use a custom list Appendix B 509 Crystal Reports Database Views Tables Reference Automated Campaigns Table 12 AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Field Name Data Type
33. On the Tools tab select Graphing from the Other group On the Tools tab select Maximizer Editor from the Other group On the Tools tab select Maximizer Wizard from the Other group On the Tools tab select World Clock from the Other group On the Tools tab select Record Macro from the Macro group On the Tools tab select Run Last Macro from the Macro group On the Tools tab select Macro List from the Macro group On the Tools tab select Synchronize with Outlook from the Office group This command is unavailable in Maximizer CRM 11 This command is unavailable in Maximizer CRM 11 On the Tools tab select Export to Excel from the Office group On the Tools tab select Advanced Export to Excel from the Office group On the Tools tab select Open Microsoft Word from the Office group This command is unavailable in Maximizer CRM 11 Reports Menu AppendixA 461 Maximizer CRM 11 Ribbon Interface You can access all commands from the Reports menu in Maximizer CRM 10 5 on the Reports tab in Maximizer CRM 11 Z Journal Home H Expenses F Phone Personal Quota Report Report Maximizer C Edit View Search Tools By ay oy Reports Crystal Book Entries Address Book Sales Marketing RM Escona Tutorial diia Setup K5 H Address Lead Contacts Related Opportunities Campaign Customer Knowledge H Notes J Calendar i a w J Documents Hotlist
34. Read Access Partner Sales Lead Lead status MaxExchange Distribution Distributor Partner Mark Bertolli Public Public Samson Paul No Chapter 11 277 Maximizer on the Web Working with Opportunities Notes and Documents Opportunities are assigned to Opportunities notes and documents for those Address Book entries pore y een parner can also be created modified or deleted if provided the necessary opportunity Leads are right to do so Partners may view and update opportunities that assigned by assigning the have been assigned to them in Maximizer Assigned leads are also partner to the lead on the Basic Information tab of the Address Book entry Each time a partner is assigned an x EET Pe or ed the gt To add and modify opportunities notes and partner is notified by email documents available to partners While an Address Book entry is open click on the corresponding tab Opportunities Notes or Documents tab 2 Click Add to add a new opportunity note or document To open an opportunity a note or a document click on it 4 To edit an opportunity a note or document click the Edit button 5 Use the Download button to open a document Address Book Entry Webpage Dialog Es E Bacopy amp Z actionse M e 3 Connoiseur Address Book Information Opportunities Notes Documents Q Duran Bryce Dana Filter Current Oppor
35. Select the current entry Select all entries Clear selection of all entries Invert which entries are selected Drag and select entries Show the properties of the selected entry The following keyboard shortcuts apply to drop down calendars that are available when you select a date Press Down Arrow Up Arrow Page Down Page Up To Move ahead one week Move back one week Move ahead one month Move back one month 466 Maximizer CRM 11 User s Guide Press To Ctrl Page Down Move ahead one year Ctrl Page Up Move back one year Keyboard Shortcuts Notes The following keyboard shortcuts apply to notes including Journal notes Press To Right Arrow Move right one character Left Arrow Move left one character Up Arrow Move up one line Down Arrow Move down one line Home Jump to the start of the line End Jump to the end of the line Ctrl Home Jump to the top of the document Ctrl End Jump to the bottom of the document Page Up Move up one screen Page Down Move down one screen Keyboard Shortcuts Phone Calls The following keyboard shortcuts apply to using the phone call features Press To F7 Phone the current entry Shift F7 Use the quick dial feature to phone the main phone number for the current entry Ctrl F7 View the phone log Alt F7 Receive a phone call Appendix A 467 Maximizer CRM 11 Ribbon Interface Keyboard Shortcuts Macros The following keyboard shortcuts apply to wor
36. Table 2 Company View Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Record_Type String 2 Record identifier Owner_lId String 11 Private Integer 2 If modified all contacts and addresses with the same Client_Id will also be modified Client_Id String 23 Unique identification number System generated if field is Null and System to assign Address Book entries Identification field values option is selected in Administrator File gt Preferences gt System Options Must be unique Non modifiable Contact_Number Integer 2 Always 0 Name_Type String 1 Always C Company_Name String 79 Name of Company Mandatory field Address_ld Integer 2 AMGR_Client Points to the address to use 0 to Client_lId use main address or must already Address_Id exist in the Address table gt 60000 means unsigned Department String 79 Firm String 79 Division String 79 Address_Line_1 String 79 Appendix B 483 Crystal Reports Database Views Tables Reference Table 2 Company View Field Name Data Type Len Foreign Table Ref Description and Rules Address_Line_2 String 79 City String 79 State_Province String 79 Country String 79 Zip_Code String 79 Last_Modify_Date DateTime 8 Last_Modify_Time DateTime 11 Transfer_Date DateTime 8 Date and time of transfer If left Transfer_Time DateTime 11 eae it defaults to the system Phone_1 String 21 Pho
37. Wireless Access 282 web browsers 273 Web Inquiry Form wizard 332 web inquiry forms 332 direct insert 334 requirements 333 Web menu in Maximizer CRM 10 5 459 website linking to custom actions 327 weekly list view for Calendar 136 weekly view for Calendar 136 Window menu in Maximizer CRM 10 5 461 windows Address Book 33 Calendar 136 Campaigns 204 controlling 473 Customer Service 246 Email 152 Expenses 335 Hotlist 132 keyboard shortcuts 463 Knowledge Base 261 layout 324 Maximizer Word Processor 115 Opportunities 180 OrderDesk 374 overview 15 Quotas 198 Windows Bitmap for graphs 370 Windows Clipboard copying note text from 108 Windows Metafile for graphs 370 Windows Server 334 Wireless Access about 8 282 Address Book entries 285 289 calendar 309 312 Categories 292 Company Library 313 315 customer service cases 300 304 dashboards 317 documents 308 Favorite Lists 316 logging in 283 modifying entries 290 navigating 284 notes 306 307 545 opportunities 295 299 preferences 318 Products Services 292 sending email 293 tasks 309 312 user defined fields 305 wizards Web Inquiry Form 332 Workflow Automation powered by KnowledgeSync 6 World Clock 150 X XLS file format in the Company Library 124 XLS file format 267 XML file format for web inquiry forms 332 XML format exporting Address Book entries in 421 exporting to 426 428 importing from 432 433 435 Y Year functi
38. You can import and export items between different catalogs You can import or export from the OrderDesk window or the Address Book OrderDesk following window gt To import or export catalog items On the Edit tab select OrderDesk gt Import Export Catalog Items A Select the catalog you are importing to or exporting from Follow the wizard instructions to import or export the catalog items clicking Next after each screen 4 Click Finish in the last wizard screen Chapter 15 385 Online Orders and Inquiries eStore and ecBuilder are components of previous versions of Maximizer They are supported only for compatibility with older versions of Maximizer When potential customers visit your ecommerce site they can complete an online form to either inquire about or order products and services You can use the Maximizer Web Inquiry Form wizard to create online data collection forms to capture this order information The data from this form such as name address credit card numbers is then written to the Maximizer Address Book as an Address Book entry with an attached OrderDesk entry If you are using eStore orders and inquiries automatically arrive in the OrderDesk window from your website If you are using ecBuilder orders and inquiries arrive in your Maximizer Email window as email messages with an MEC file attachment Select All eCommerce Messages from the Email window s View bar Order inquiry email mes
39. maximizer com Address I 4800 First Coast Hwy Ste 214 City Town Amelia Island State Province FL Zip Postal 32034 Adding New Address Book Entries You can add new Companies and Individuals from the main Address Book page You can add Contacts from existing Address Book entries gt To add a Company or an Individual From the Address Book page click Add New Company Individual The New Company or New Individual page opens 288 Maximizer CRM 11 User s Guide A Enter the basic information for the Company or Individual New Company Name and Address Company Name Through the Grape Vine Distributors Department Division Address 5214 Michaels Way Suite 714 When you are finished click OK The Company Information or Individual Information page opens displaying all the fields that have values for the Company or Individual gt To add a Contact Open an existing Company or Individual A From the Actions drop down list select Add gt Contact and click Go The New Contact page opens Enter the basic information about the Contact New Contact Name and Address Mr Ms Ms 7 First Name Marylyn Middle Name Last Name Position 4 When you are finished click OK The Contact Information page opens displaying all the fields that have values for the Contac
40. or any other criteria you want to use 392 Maximizer CRM 11 User s Guide What Data is Synchronized MaxExchange synchronizes all data in an Address Book with the exception of the following Automated campaigns traditional campaigns are synchronized Email templates for automated campaigns Journals Expenses Graphs Import catalogues Linked documents Printer settings Window layouts Email settings Windows authentication settings External third party tables non Maximizer Dashboard settings Holiday Editor information Synchronizing Third Party Data For both the Custom_Independent and Custom_Child tables the Custom_ID and Custom_Number fields whether generated automatically or manually entered on the server and each remote must be unique in a MaxExchange environment This is to prevent duplicate ID issues from occurring There are two custom tables available through the use of the Maximizer Customization Suite listed below that allow you to integrate third party data The data contained in these tables is synchronized by MaxExchange as follows Custom_Independent is a top level data storage table similar to the Clients table It is created at database creation time and contains a number of pre defined columns It is always synchronized by MaxExchange and it synchronizes associated notes documents and user defined fields Custom_Child is a mid level data storage table and is a child of a
41. 236 Maximizer CRM 11 User s Guide Show activities Show campaign Selected campaign template Email Campaign 2010 Escona Wines Activities of this campaign Name Status Email 2010 Escona Wines New Email Reminder New m Description of the selected activity Sell and promote 2010 Escona wines 2010 Escona Wines Email Campaign Email Campaign 2010 Escona Wines Start 3 15 2010 5 00 00 PM 3 29 2010 1 51 12 PM Basic Information User Defined Fields Marketing Plans Subscribers Status Test Sent Error Total Emails Opened Unsubsi 0 0 A 2 A E E Actions v Pending activity 3 15 2010 5 15 00 PM Email 2010 Escona Wines _ Detais More gt gt o o 0 o 0 0 ok Cancel 0 0 The Email Opened and URL Visited statistics display the total number of times all subscribers open the email or visit the URL The Unsubscribed statistic displays the number of subscribers who have unsubscribed from the campaign in this activity The Email Opened Unique and the URL Visited Unique statistics display the number of subscribers who have opened an email or visited the URL The Total URL Visited statistics add up the statistics for all URLs in the activity Suspending Automated Campaign Activities You can suspend and resume individual activities in your campaign at any time To suspend an automated campaign activity Open the automated campaign and select the M
42. 601 8002 Pager C 4 144 564 7778 Next Close Dial as 1604 601 8000 EJ click Dial 5 In the Phone Call dialog box choose a response For example if the call is answered choose Answered Phone Call es Lift receiver and dial Cancel Main 1 604 601 8000 Answered i Message No Answer Busy In order for the Phone notes The Phone dialog box appears dialog box to appear automatically logging must be g Record notes on your call as you talk enabled for Phone Calls in your logging preferences On the Setup tab select Preferences and select the Logging tab When you are finished click Hang Up and then click Save 52 Maximizer CRM 11 User s Guide In order for the Phone notes dialog box to appear automatically logging must be enabled for phone calls in your logging preferences On the Setup tab select Preferences and select the Logging tab B 00 45 Phone Greetings Se Subject Discuss Spring Summer Product Line Agreement v Hang up Name Duran Bryce for opportunity with BridgeHead Winery ae Reset Mary Beth says BridgeHead is very interested in the new Hold Spring Summer product lineup and is eager to proceed with the order She will finalize the details with the CEO and get Transfer back to us early next week Cancel s Spelling 8 Optionally record the result of the outg
43. A a meee Adimi E Company Library Explain terms and conditions to customer customer satisfaction maximize every single With Darin Powell Bayville Package Store day Personal 3 18 2010 Priority A m an Get prospect to agree with the To get the most out of your Maximizer CRM implementation plan ience below are some helpful links Ag OrderDesk With Darin Powell Bayville Package Store ae x g eE ca e Online Documentation SS amp 3 18 2010 Priority A an ie e On Demand Online Trainin i Initiate implementation checklist ea Py amp Powell Darin With Darin Powell Bayville Package Store Customization Integration Other Service Sloan Deana Josefina Information gt Pen E 3 18 2010 5 18 PM By la m iC Mu fallowratin deadline ie annrnachina L 2 Press Fi for Help User JNAPOLI i Getting Help F1 Help Chapter 2 27 Maximizer Help is your comprehensive guide to working with the Maximizer modules As you work with Maximizer you probably already know what business task you want to accomplish such as sending a fax to many recipients building and publishing your online catalog and recording your contact management information Maximizer s help and guides have the answers you are looking for The types of documentation you can expect to find to help you with Maximizer include e F1 Help Context sensitive help for all windows and dialog bo
44. Customer service 14 Incoming call note Date and time when note was created Default is current system date and time Can insert Can update Maximizer system field Do not use Within Maximizer this string is used only for display purposes to indicate a sub type of note If a standard type is defined in the Type field this string is appended to the standard type name for display In Maximizer this field appears as Category on the Note dialog box for manual notes only Can insert Can update Table 7 AMGR_Notes View Field Name ReadPriv ReadOnly_ld SynchFlags Entity_Type TextCol gt RichText NoteFlags Data Type Len Integer String Integer Integer Text Text Integer 2 11 4 2 9216 No limit 2 Appendix B 497 Crystal Reports Database Views Tables Reference Foreign Table Ref Description and Rules Do not use this field It is reserved for use by MaxExchange Specifies the type of parent record the note belongs to Entity_Type values correspond to the Client_Id Contact_Number pair references on the right 0 Not specified default for old notes 1 Address Book entry 2 Opportunity 3 Campaign 5 Customer service case 10 Appointment 100 Custom Independent table 101 Custom Child table This field must be specified upon note insert and it cannot be updated later Text of Note without HTML tags Can insert Can update Text o
45. From the Type drop down list select the type of user defined field you want to add 66 Maximizer CRM 11 User s Guide If you are adding a formula user defined field select the type of value the formula should return from the Return type drop down list EJ Specify the properties of the user defined field For formula user defined fields click the ellipsis button next to the Formula field to specify the formula Then click Insert Field to add basic or user defined fields to the formula E click ox The user defined field is added to the list Add User Defined Field ese Folder Name lt Escona Tutorial gt Field Name Type Field may be added to Table I Companies Individuals M Contacts Attributes I Single value only i i ia 7 Mandatory Set to hidden Full access Public Zz b ba Creation Details Reguested by Joe Napoli z Description Spelling OK Cancel Modifying User Defined Fields You can change most properties of existing user defined fields However you cannot change the type of user defined field gt To modify a user defined field On the Setup tab select User Defined Fields In the User Defined Fields following window right click and select Set Up User Defined Fields The Set Up User Defined Fields dialog box opens A Select the user defined field and click Properties Double click the alphanumeric date or numeric
46. Hotlist and calendar preferences can also be controlled in Administrator using the user preferences Chapter 6 143 Use the Calendar Hotlist preferences to change your Hotlist task and calendar preferences Most of the options on this tab apply to the calendar You can control which users can view or modify your tasks and appointments using the Full Access and Read Access options For example if you want a user or group to be able to view your tasks and appointments select the name from the Read Access drop down list The selected user or members of the group can then view your tasks and appointments by selecting your user name from their Hotlist window View bar If you want them to be able to add or modify your existing tasks and appointments use the Full Access option The Full Access option also controls your ability to reassign tasks and appointments to other users as you can only assign tasks and appointments to other users if they have given you permission gt To set calendar and Hotlist task preferences On the Setup tab select Preferences and select the Calendar Hotlist tab A Set your calendar and Hotlist default options and click OK when you are finished Alarm lead time 10 minutes x Defaut interval 29 gt minutes Set alarm on when adding an appointment Default view Weekly First day of week Sunday Working hours from 8 00am to 5 00PM xj Access to Calendar
47. In the Daily summary list select the day for the income expense amount 5 In the Amount field enter the amount for the income expense and click Add You can enter multiple amounts to add them all to the selected day 6 Click OK to save the change to the account 338 Maximizer CRM 11 User s Guide CHAPTER Reporting Report on the Progress of Your Business In this chapter Dashboards on page 340 Crystal Reports on page 354 Printing Reports from Maximizer on page 358 Exporting Entries to Microsoft Excel on page 360 Graphing and Charting on page 361 340 Maximizer CRM 11 User s Guide Dashboards Viewing Dashboard If the Dashboards tab is not displayed click Settings and ensure the Show Dashboards checkbox is selected Designed for executives and upper management dashboards shows up to the second indicators of your company s performance Like a car s dashboard dashboard indicators monitor daily activities and events in real time so you can see which areas are doing well and which areas need attention With this type of information on your screen at all times you can see in a glance how your company is doing and even see the indicators register activity from moment to moment For important indicators such as daily lost or won opportunities you can configure Dashboard to notify you with an alarm when the indicator passes a certain mark This helps to notif
48. It matches based on Email 1 2 or 3 in the Maximizer Address Book entry When you view Address Book entries from Outlook Maximizer opens displaying the Address Book window The window lists all matching entries gt To view an Address Book entry from Outlook In a mail or contacts window in Outlook select an email message or contact A Select the View Contact in Maximizer icon 172 Maximizer CRM 11 User s Guide Microsoft Outlook Synchronization Microsoft Outlook Synchronization mirrors select appointments tasks and Address Book entries between Maximizer and Microsoft Outlook to ensure the entries exist in both programs and that they both contain the same information Outlook Synchronization settings are configured on a per user basis and each Maximizer user has one set of configuration settings Outlook Synchronization preferences enable you to select which entries will be synchronized e For appointments and tasks only entries scheduled within the specified date ranges will synchronize with the exception of recurring appointments and tasks as described in the following section These settings apply to appointments and tasks in both Maximizer and Outlook e For Maximizer Address Book entries only the entries belonging to the selected Favorite List will synchronize with Outlook Those entries will be assigned to the specified Outlook category e For Outlook contacts only the contacts assigned to the specified
49. Move the upper preview border up and down to adjust the size of the preview pane Chapter 7 153 a Use the icons to perform common tasks such as reply and forward on the selected email message E Mailbox Lg Address Book Calendar Contacts wi Opportunities Drafts Inbox oe Journal Junk E mail 35 Al campaigns Notes Outbox Sent Items 5 Spam Mail B Sync Issues Tasks Customer Service Knowledge Base Hotlist Calendar Email Company Library Personal OrderDesk HHSGHDGHRB HS Recent Entries a fa Maximizer CRM Escona Tutorial Email Inbox All Messages 3525 rex A ul g wa Home Edit View Search Tools Reports Setup ox O Letter n FR A To do 42 Print an Envelope by a o 3 Legs 7 Z rx T Phone Call Printa Label Address Case Opportunity Email Note S Mak Meeting Time Book Entry Sf Document 5 Cal J Action Plan Insert a File atak Create Write Phone Schedule Insert Print Track AX Filter all E Ge GQ Ga Show Unread Only Show Address Book Entry V Preview Subject All EEN my Work Day 3 By Albert s Steak House 16 P From Subject Date W Deleted Items 21 ed March 18 2010 31 10 ja A Joe Napoli ona Estate Wines Marketing Roadma March 19 2010 11 09 m A Joe Napoli Lunch Meeting with Wonda White March 19 2010 11 08 Q Joe Napoli Sales Territory Assignment fo
50. On the Edit tab select Convert Contacts to Individuals from the Relate amp Convert group On the Edit tab select Convert Individuals to Companies from the Relate amp Convert group On the Home tab select Insert a File from the Insert Print group This command is unavailable in Maximizer CRM 11 On the Edit tab select Copy Link from the Links group AppendixA 455 Maximizer CRM 11 Ribbon Interface View Menu You can access most commands from the View menu in Maximizer CRM 10 5 on the View tab in Maximizer CRM 11 A z Maximizer CRM Escona Tutorial s Home Edit View Search Tools Reports Setup 3 Clear List AllLeads 3S Fs x Phone Log EM Properties C Free Time gt na FF Last Session List lt P company amp Individual Leads 5 E Activities ale Map Wj Peg Board a HH My A All Recent Add Remove Organization Switch Refresh Sort Leads Contact Leads B Lists Lists to List From List Chart Website Window By Filter Favorite Lists Logging Show Availability Window The following commands appear on the View menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select View gt In Maximizer CRM 11 My Leads On the View tab select My Leads from the Filter group Last Session List On the View tab select Last Session List from the Filter group Favorite Lists On the View tab select All Lists from the Favorite Lists group Recent Favorite Lists gt On
51. Owner_ld Team_ Id EXCH Sites Owner_ld Team_ Id 4 80 254 9 AMGR_OMS_ Object Step_lId 2 8 Description and Rules Team member that is chosen as the Opportunity Leader If Team ID is equal to 1 no team is assigned i e this is a personal opportunity then it defaults to the Login ID Strategy_ld of the Template that has been assigned to the Campaign Strategy_Id must already exist in the AMGR_ Strategy table If the strategy is 4294967295 OxFFFFFFFF no template is assigned to the campaign Team_lId of the Sales team assigned to the campaign or 65535 OxFFFF if assigned to a single user Team_Id must already exist in EXCH_Sites table Mandatory field Status of the campaign 0 New 1 In progress 2 In progress new 3 Completed 5 Abandoned 6 Suspended Name of the traditional campaign Marketing objective of the traditional campaign Reason why the campaign was completed abandoned or suspended Only the Campaign Leader user can modify this field 0 Campaign still in progress Not applicable to campaigns Always 0 Campaign budget 514 User s Guide Table 13 Field Name Forecast_Revenue Start_Date Estimated_Close_ Date Close _Date Last_Modify_Date Actual_Revenue Record_Id Creator_Id Create_Date Suspend_Date Days_Suspended Maximizer CRM 11 Data Type Float DateTime DateTime DateTime DateTime Float Integ
52. Partners can receive the same email notification as their associated customer User notification email is sent to the users identified as monitors for the case For detailed information on how to create email templates for case notification see the Maximizer CRM Administrator s Guide The following sections contain additional information on email notification for customer service cases e Selecting Users for Case Monitoring on page 257 e Customer Service Merge Fields on page 259 Selecting Users for Case Monitoring A default list of case monitors is set up in the Customer Service preferences in Administrator You can select this default list or you can select any other users to monitor specific customer service cases You can also choose not to monitor specific customer service cases All users with modify permissions for cases can add or remove case monitors Case monitoring access rights are not separate from general customer service rights If a particular user should not be modifying case monitors all case modification rights can be removed in Administrator Case monitors receive email messages based on templates set up in Administrator You can create different templates for each type of action See the Maximizer CRM Administrator s Guide for details You can also specify how to monitor new cases in the default case entry 258 Maximizer CRM 11 User s Guide gt To select a user for case monitoring S
53. Revenue anticipated from Opportunity once it is successfully complete Only the Opportunity Leader user can modify this field Date when the opportunity was started If left empty defaults to the system clock If 1 only the Opportunity Leader user can modify this field Start_Date Strategy Duration Estimated_Close_Date Original close date for the opportunity Must be greater than Start_Date Only the Opportunity Leader user can modify this field If specified becomes the Close_Date by default Projected or actual close date of the opportunity Updated as the opportunity s steps are applied before or ahead of schedule Must be greater than Start_Date Only the Opportunity Leader user can modify this field Close date specified by user not calculated from steps and activities Date and time when campaign was last modified stored in Last_Update_Date Actual revenue generated by the opportunity Applicable only if Status 3 The date an opportunity was suspended Applies only to opportunities using a strategy Appendix B 507 Crystal Reports Database Views Tables Reference Table 11 AMGR_Opportunity View Opp_Type 0 Opportunity Field Name Days_Suspended Dynamic_Strat Dynamic_Team Opp_Type Comment Completion_ Comment Last_Update_Date Updated_By_Id Data Type Integer Integer Integer Integer String String DateTime String Len Foreign Table Ref 4 2
54. United Kingdom United states E usa I Yugoslavia To perform other actions click right mouse button on graph x Hold down Ctrl key and use your mouse to rotate a 3D Catalog Brint Selecting Fields and Values for Your Graphs When you select the Graphing command Maximizer prompts you to choose a field to graph Your choice of fields depends on the type of entries you are graphing If the Address Book window is active when you begin graphing you choose from Address Book entry and user defined fields such as Company City or State If the Chapter 14 365 Opportunities window is the active window you choose from opportunity fields and user defined fields as in the Status Team Leader or Objective You can graph any Address Book entry or opportunity field Some field types require that you specify a range to graph as in a range of amounts for Annual Sales Select Field and Values for Graph x Field Field values Values to be graphed for Type of Account Anniversary of Business Annual Sales Business Partner Level vi MAfghanistan Creation Date Creator Customer Alerts Customer Interests DOWD Department Division ClEntry Type JESC Contact How ESC Heard About CESC Percentage RED CJESC Percentage ROSE _JESC Percentage SPARKLI IESC Percentage WHITE _JESC Primary Interest DESC Promo level z co I Do not graph entries without a value Sort order Num
55. V Showall Name and Phone Numbers amp Compa Date Time Type Text Cre A Email ol Bayville Package Store Bayvill S April 18 2010 3 40PM _ Custome Case HQ 00036 has been a 604 601 8000 Rte 4E Service created Packaging defect rs 604 601 8001 Selbys April 9 2010 4 18PM Custome Case HQ 00050 has been Company Library i 3 VE Powell Darin Owner Bayvill Service created Ship error refund 604 601 8000 Rte 4E February 25 2010 3 25PM History Joe Napoli has subscribed Z4 Personal 604 601 8001 Selby Darin Powell Bayville Package February 25 2010 3 25PM History Joe Napoli has subscribed anor Bayville Package Store ae OrderDes January 15 2010 215PM Task Scheduled Generic Action Plan Recent Entri plan on January 15 2010 to PaaS January 15 2010 11 48 AM History Territory Alignment has z m t m Press FI for Help User JNAPOLI Thursday March 18 2010 _ 10 43 PM_ J Viewing Hotlist Tasks You can click on a Hotlist task in the Hotlist window to open the Hotlist Task dialog box where you can view and edit details of the task Keep the following points in mind when working in the Hotlist Task dialog box Specify a date and optionally a time for the task A Select Set alarm to remind yourself of the task before the scheduled time Enter the activity or select a predefined activity from the drop down list 4 Mark the task as completed when you are finished with the task 5 From the Assigned to drop down list sele
56. and vCards quickly and easily Additionally you can transfer data files by email The Company Library stores vital sales and marketing information for everyone to access The Company Library window allows you to preview and open any note and many types of files in the preview pane The Personal window contains the Journal and Expenses windows which provide a location to keep notes and financial records that are not associated with Address Book entries When you receive orders or inquiries from your website you can manage them using the OrderDesk window You can use the same OrderDesk window to enter a new order capture a payment for an order pre authorize a payment for an order complete a pre authorized payment for an order and refund a payment for orders that come to you by telephone mail or other methods OrderDesk allows you to track the status of your inquiries and orders whether your customers have received a response or had their order fulfilled Use the Address Book OrderDesk following window to view the orders and inquiries associated with the entries selected in the Address Book Opportunities or Customer Service window The Contacts window displays the current Contacts for the Company or Individual selected in the Address Book Customer Service Campaigns Hotlist or Opportunities window You can use this window to add update or delete a Contact 18 Maximizer CRM 11 User s Guide Notes The Notes window
57. category will synchronize with Maximizer Those entries will be assigned to the selected Favorite List in Maximizer e Products Services and Categories are synchronized to Outlook Attendees resources and any notes you add to an appointment are also synchronized These items appear as part of the appointment dialog box in Outlook Outlook Synchronization preferences also enable you to specify how often to synchronize and how to handle conflicts when the same entry has been modified in both Outlook and Maximizer The following sections contain additional information on Outlook Synchronization e Synchronizing Appointments and Tasks with Microsoft Outlook on page 173 e Microsoft Outlook Synchronization and MaxSync for Microsoft Exchange on page 174 e Microsoft Outlook Synchronization and MaxExchange Synchronization on page 174 e Setting Up Microsoft Outlook for Synchronization on page 175 e Configuring Microsoft Outlook Synchronization on page 175 e How Phone Numbers are Synchronized with Microsoft Outlook on page 177 e Manually Synchronizing with Microsoft Outlook on page 178 Chapter 7 173 Synchronizing Appointments and Tasks with Microsoft Outlook When Outlook Synchronization is configured it can synchronize select appointments and tasks between the Maximizer Address Book and Microsoft Outlook Only those appointments and tasks scheduled within the specified date ranges will s
58. changed Specify the time in 12 hour format for example 7 00 PM e Inthe Processing Interval field type the frequency and select the units for how often processing should occur for example every 15 minutes You can select intervals as short as every 1 minute or as long as every 24 hours 4 Transport Time Settings are available only when Independently is chosen above These settings allow you to transport packets at times independent of when you process data packets e Inthe First Transport At field type the time at which transport is to start for the first time after these settings are changed Specify the time in 12 hour format for example 7 00 PM e Inthe Transport Interval field type the frequency and select the units for how often transport should occur for example every 15 minutes You can select intervals as short as every 1 minute or as long as every 24 hours 5 Select the Automatically transport packets and process data on Windows login option to automatically start processing when you log into Windows 6 Disable the Display remote client when automated processing begins option if you do not want the MaxExchange Packet Transport dialog box to appear during an automated processing session The MaxExchange Remote processing icon will still appear in the Windows system tray Click OK Timing Preferences xj r Transport and transaction processing timing How do you want the timing of MaxExchange transaction
59. e Customer Service Created when you add a customer service case e Email Created when you send an email message to one or more Address Book entries Email notes are also created when you send a campaign e History Created when opportunities cases and campaigns are added or changed e Incoming call Created when you receive a phone call e Mail outs Created when you print documents labels envelopes or letters using the Maximizer Word Processor s merge feature Also created when campaign activities are sent out as email fax documents or printed documents e Manual Added manually to entries Notes Window Chapter 5 107 e Opportunity Created for Address Book entries when opportunities are added or changed Opportunity notes can be printed or searched only from Address Book entries e Other Third party or custom notes created by your system administrator Also notes created by web access sites e Outgoing call Created when you phone an Address Book entry e Task Created when appointments or Hotlist tasks are scheduled modified deleted or completed For Hotlist task notes the current owner of the Hotlist task is included in the note even when a task is reassigned For appointment notes details of the appointment are included when the appointment is scheduled And when an attendee list is modified an additional note is logged e Timed Created when you use the Timer e Transfer log Created w
60. effort of the component activities Use the buttons in the Strategies area of the dialog box to add copy Save As rename or delete strategies 4 When you are ready to put together the strategy use the Steps Factors and Roles buttons to add these components to the strategy 5 Click Print to print the selected strategy Strategy Library Strategies Steps Activities Success Factors Boles Strategy Simple Sales Strategy q C pla Seve As Rename Delete General description of strategy and its calculated cost and duration General description Cost 50 00 Use this strategy when you have an opportunity to secure a contract for monthly wine shipments Duration T08 aay to a customer i dave Steps success factors and roles that comprise this strategy Steps Success Factors Roles Sales activities Budget Approved Buyer Steps Competition We Face m r Speling Factors Roles Cancel Scheduling Strategies for Opportunities Chapter 8 189 Once strategies are defined in the Strategy Library you can schedule a strategy for an opportunity This will ensure you keep up to date with all of the roles success factors and steps that influence an opportunity s success Note that if you change the scheduled strategy for an opportunity all incomplete activities for the initial strategy are removed from
61. from the Create group On the Home tab select Make a Call from the Phone group On the Home tab select Receive a Call from the Phone group On the Home tab select Time a Task from the Track group On the Home tab select Meeting from the Schedule group On the Home tab select To do from the Schedule group On the Home tab select Phone Call from the Schedule group On the Home tab select Action Plan from the Schedule group On the Home tab select Email from the Write group On the Home tab select Note from the Write group On the Home tab select Letter from the Write group On the Home tab select Fax from the Write group On the Home tab select Document from the Write group Web Menu Tools Menu In Maximizer CRM 10 5 select Actions gt Print an Envelope Print a Label Appendix A 459 Maximizer CRM 11 Ribbon Interface In Maximizer CRM 11 On the Home tab select Print an Envelope from the Insert Print group On the Home tab select Print a Label from the Insert Print group You can access commands from the Web menu in Maximizer CRM 10 5 on the View Search and Tools tabs in Maximizer CRM 11 The following commands appear on the Web menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select Web gt Draw a Map for Address Book Entry Search for Address Book Entry View Website for Address Book Entry Create Web Form Mailing Lists Vis
62. generate and manage sales quotes You can later convert your sales quotes to orders The following sections contain information on generating sales quotes e Generating Sales Quotes on page 375 e Applying Discounts to Sales Quotes on page 377 e Adding Shipping and Tax to Sales Quotes on page 378 Generating Sales Quotes You can generate sales quotes for Address Book entries opportunities or customer service cases To generate sales quotes use the Quote dialog box You can access this dialog box from either the OrderDesk or the Address Book OrderDesk window The Quote dialog box has two tabs e Main tab Use this tab to set up the sales quote You can add items to use in the quote specify the currency set the quote status and apply discounts to items e Shipping amp Tax tab Use this tab to record shipping information such as the name and address shipping charges and applicable tax information y To set up a sales quote Select the Address Book entry opportunity or customer service case for which you are generating the sales quote and open the OrderDesk window or the Address Book OrderDesk following window A On the Edit tab select OrderDesk gt Add Quote The Quote dialog box opens 376 Maximizer CRM 11 User s Guide Quote Wines Are Us es 7 Main Shipping amp Tax eT aca Quote status Quote date 10 4 2007 Name and Address a I BEopires after 2 Weeks Quo
63. gt To add a note Open the entry A From the Actions drop down list select Add gt Note The New Note page opens In the Full Access and Read Access drop down lists select the user or group that has access rights to the note or select Public to give full access or read access to all Maximizer users You can also change the date and time of the note and assign a category to the note In the Text field enter the text for the note Click OK to save the note Full Access Joe Napoli v Read Access Public Y Text I talked with a sales representative who s eager to redistribute our products E 308 Maximizer CRM 11 User s Guide Accessing Documents The links in the View section work only if JavaScript is enabled on your device You can disable the View section in your Navigation Preferences If the View section is not visible select View gt Docs from the Actions drop down list You can access documents attached to Address Book entries opportunities and customer service cases in Wireless Access gt To access a document attached to an entry Open the entry A In the View section at the top of the entry click Docs In the Name field enter the name of the document Or leave the field blank to retrieve all documents 4 In the Category drop down list select the document s category Or select All Categories 5 Click Search Filter Documents for Through t
64. gt To add a section to a catalog On the Edit tab select OrderDesk gt Product Catalog A In the Select a Catalog list select the catalog to add the section to Adding Catalog Items Chapter 15 383 Click Add 4 In the Catalog Section Title field enter a name for the section 5 If necessary enter a discount rate and a description of the discount Tl click ox Once you ve added catalog sections to your catalog you can add items to specific sections in the catalog You can add items to catalogs from the OrderDesk window or the Address Book OrderDesk following window You can also modify and remove items from a catalog If you clear an item in the Catalog Items list the item will not be available when you use the Get Item Info from Catalog button in the Order or Quote dialog box This option lets you hide catalog items without deleting them To add an item to a catalog On the Edit tab select OrderDesk gt Product Catalog A In the Select a Catalog list select the catalog to add the item to In the Catalog Sections list select the catalog section you want to add the item to 4 Under the Catalog Items list click Add 5 In the Product Services field enter a name for the item 6 Fill in other details as required Note that Regular Price in the Enter the Pricing Details section is a required field Click OK 384 Maximizer CRM 11 User s Guide Importing and Exporting Items in Catalogs
65. igjRelate 604 601 8001 5 Riverside CT 06878 Columns Default Contact View AM Fiter lt All gt V Shov Name and Phone Numbers Company and Address amp Ty Date Time Type Text Ca AllThe Best Spirits All The Best Spirits mp February 25 2010 3 25PM History Joe Napoli ha 604 601 8000 1155 E Putnam Ave Spirits escoi 604 601 8001 Riverside CT 06878 March 18 2010 3 17PM Task Appointment M Kline Winifred Marketi All The Best Spirits Conference ca 604 601 8000 1155 E Putnam Ave March 9 2010 4 17PM Customer Case HQ 0004 notes Pauser Define L Documents ajAddress Boo Service refund request History Joe Napoli has The Best Spirit Customer Case HQ 0003 Service defect February 25 2010 3 25 PM February 18 2010 3 16 PM Sloan Deana Josefina January 15 2010 m 2 01PM Task Scheduled Ger _ January 15 20 Press Fl for Help User JNAPOLT 34 Maximizer CRM 11 User s Guide Choosing an Address Book List When you first open the Address Book window you are prompted to choose an Address Book list to view Choose an Address Book List Options View all Companies and Individuals View all Companies and Individuals that are not Leads View all Companies and Individuals that are Leads View empty list View list from last Maximizer session View Favorite List View Saved Search Make this my de
66. including Companies Individuals and Contacts as well as alternate addresses and default entries Many other tables in the database reference the Client_Id and Contact_Number fields of this table Note This view supports insert modify and delete actions and supports MaxExchange transaction journalling Table 1 AMGR_Client View Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Record_Type String 2 Type of Address Book entry 1 Company 2 Individual 5 Default entries 31 Company Contact 32 Individual Contact 41 Company or Company Contact alternate address 42 Individual or Individual Contact alternate address Owner_Id String 11 Private Integer 4 Client_Id String 23 Unique client identification string Contact_Number Integer 4 Unique client identification number 0 Company or Individual record lt 60 000 Contact record gt 59 999 Alternate address Name_Type String 1 C Company Individual Contact Default entry or Alternate address 478 User s Guide Table 1 Field Name Name Address_lId Last_Modify_Date Transfer_Date Highest_Alt_Adr_ Number Phone_1 Reverse _Phone_1 Phone_1_Extension Phone_2 Reverse_Phone_2 Phone_2_ Extension Phone_3 Reverse_Phone_3 Phone_3_ Extension Phone_4 Reverse_Phone_4 Phone_4 Extension Highest_Contact_ No Maximizer CRM 11 AMGR_Client View Data Type Stri
67. opportunity an entry in Maximizer used to record an opportunity to make a sale Opportunities can organize a sales team using a structured sales strategy OrderDesk a window in Maximizer used to manage orders and inquiries from your online catalog Outlook Synchronization a Maximizer feature for synchronizing some Maximizer entries such as Address Book entries between Maximizer and Microsoft Outlook preferences a collection of program options that allow users to customize how Maximizer functions Some preferences are set in Administrator some are set in the modules prospect a potential customer ListsNOW com lets you acquire and import lists of prospects You can then use the data for your marketing campaigns or sales prospecting activities related entries an entry that records a relationship between two Address Book entries For example one Address Book entry might be an accountant for another Address Book entry which could be recorded as a related entry in Maximizer sales team a team created using Administrator to support team based work on sales opportunities in Maximizer search engine a website on the Internet that keeps a searchable index of websites You can register your website with a search engine so customers can find your site by performing a search Examples of search engines are Google and Yahoo security group a set of access settings for a subset of Maximizer users strategies a s
68. retrieved gt To save a search in the search catalog On the Search tab select All Fields from the Search By group A Enter your search criteria in the Search by All Fields dialog box Click Catalog and click Add 4 Specify the properties of the search e Inthe Full Access and Read Access fields select a Maximizer user or group with access to the saved search e Inthe Associated Column Setup area select an existing column setup to display when the search is retrieved Chapter 4 89 H click ox The search is added to the search catalog Saved Search Properties Details of saved search Name Joe s Accounts Description Retr quar s all of Joe Napoli s accounts for the current Prompt for values when search is retrieved Eull access Joe Napoli lt Read access Joe Napoli z Associated Column Setup Name Territory Account Manager x Seling OK Cancel Retrieving Saved Searches from the Search Catalog You can quickly retrieve saved searches from the search catalog You can retrieve a recent search directly from the Search tab You can access other saved searches from the Search by All Fields dialog box If the saved search has a column setup associated with it the column setup is automatically displayed when the search is retrieved gt To retrieve a recent search from the search catalog e On the Search tab select Recent Catalog Searches
69. 112 e Viewing Documents on page 113 e Adding Documents on page 113 You can view all of the documents attached to entries in the Documents following window C Notes 5 User Defined Fields j Documents 4a Address Book OrderDesk Filter lt All gt V ShowAll Date Time Category Type Name March 18 2010 9 28 PM Urgent pdf Contract 2010 gt peee March 4 2008 2 27 PM Maximize Letter of Introduction Viewing Documents Adding Documents Chapter 5 113 You can view documents attached to entries from Maximizer The file opens in the default application for the file extension of the document gt To view a document Select the entry to which the document is attached A Select the Documents following window All documents attached to the entry are displayed Double click on the document that you want to open You can add any type of files as documents in your Address Book entries opportunities customer service cases and campaigns gt To add a document to an entry Select the entry to which you want to add the document A Select the Documents following window On the Home tab select Insert File from the Insert Print group Right click and select Insert File 4 Specify properties for the document such as name description and owner 5 Click Browse and browse to the location of the file and click Open 114 Maximizer CRM 11 User s Guide g Click OK to save the f
70. 249 251 documents 113 entries to Favorite Lists 316 Favorite Lists 94 Hotlist tasks 134 158 income expense accounts 336 337 indicators to dashboards 346 items to catalogs 383 journal notes 112 knowledge base articles 265 notes 108 opportunities 183 sections to catalogs 382 tasks 311 to Favorite Lists 96 to the Company Library 127 traditional campaigns 211 user defined fields 65 addition in user defined fields 71 Address Book Escona Tutorial 271 275 279 Address Book entries 22 32 access rights 39 Action Plans for 146 activities for 148 adding 36 38 165 appointments for 136 140 defaults 83 documents in 113 email for 154 168 email reminders for appointments with 139 exporting 421 423 global edits 90 Hotlist tasks for 132 importing 430 in automated campaigns 239 in Favorite Lists 94 in Partner Access 276 in Wireless Access 285 289 logging notes for 106 modifying 35 41 organizational charts for 54 phoning 50 related entries 42 searching for 84 synchronizing with Microsoft Outlook 172 transferring 437 unlinking 44 user defined fields for 58 viewing 35 171 532 Maximizer CRM 11 User s Guide Address Book list 34 Address Book OrderDesk following window 374 Address Book window 15 33 Address Books backing up 418 connecting to 20 opening 19 Administrator about 5 ADMN_User_Details table SQL 521 advanced export to Microsoft Excel 360 alarms for appointme
71. 289 Marketing Plans tab 148 marketing teams 212 assigning activities to members 214 assigning to traditional campaigns 213 MASTER user 391 MaxAlarm 7 MaxExchange 6 and Maximizer Email Transfer 436 and Microsoft Outlook Synchronization 174 importing distribution field 434 synchronizing traditional campaigns 211 MaxExchange Remote 19 activity log AddressBookName_log txt 416 defined 389 installing central Address Book 395 troubleshooting logs 415 updates 394 MaxExchange Server 388 Maximizer about 5 companion applications 6 editions 9 modules 5 Maximizer button 448 449 462 Maximizer CRM 12 Maximizer Email Service 139 maximizer entries for searches 85 Maximizer Live Update 444 Maximizer ODBC driver for Crystal Reports 471 user defined fields 476 Maximizer Spell Checker changing languages for 445 Maximizer Web Access about 8 accessing 271 Maximizer Word Processor 114 259 about documents and templates 116 adding item table merge fields in 381 creating documents 117 item table merge fields in 379 mail merge 120 merge fields 119 window 115 maximum function for dashboard indicators 344 MaxMobile 3 7 MaxSync for Microsoft Exchange 174 member of marketing team 212 member with edit rights of marketing team 212 merge fields about 118 adding to email templates 158 adding to Microsoft Word documents 121 examples in automated campaigns 228 for campaigns 227 for customer service 259 for OrderDesk entries 379 in email activ
72. 35PM Email No 2 Email 14 7 07 29 PM Properties Email No 3 Email 21 7 0756PM a Delete Description Five dollar discount offer Back Net gt 6 When you are finished defining activities click Next If you want to immediately launch an automated campaign based on the template select the Launch a new campaign based on this template option El Click Finish to save the template Chapter 9 221 Adding Activities to Automated Campaign Templates Fax and print campaign activities are available only in Maximizer CRM Enterprise Edition An activity is an email message a fax or a printed document that is sent out a certain number of days after an automated campaign is launched using a campaign template You can add as many activities as you want gt To add an activity to an automated campaign template On the Setup tab select Template Library gt Automated Campaign Templates from the File Management group 2 Select the automated campaign template to which you want add the activity and click Next The Activities wizard page opens Click Add and select the type of activity Email Fax or Print New Automated Activity fe Automated activity types Select the type of automated sage to create Cancel Email C Fax C Print The Add Email Fax Print Activity dialog box opens 4 Enter the details of the activity e Enter the Name and Description e For fax and print campaigns select a p
73. A Beside the Discount field click the ellipsis button in the lower half of the dialog box The Discounts dialog box opens Add any necessary discounts to the quote e Enter a discount name e From the Type drop down list select Amount or Percentage e Enter a fixed amount or a percentage for the discount Discounts es Discounts Name of discount Type Amount Promotion Amount 5 00 Amount 0 00 Amount 0 00 Amount 0 00 Amount 0 00 Poa es Ns Le Le Le Le Led Le Amount 0 00 Specify which discount applies to the comesponding items ltem Code Item Name Unit Quanti Unit Price Extended Pre The Incentive per 2 000 41 40 82 80 No The Executive per 1 000 90 00 90 00 No lt m Apply Discount owes 378 Maximizer CRM 11 User s Guide 4 Select the item click Apply Discount and select the name of the discount to apply to the item H click ox The discount amount is displayed in the Discount field Subtotal 172 80 Shipping 0 00 Discount 18 00 Taxes Total amount JSD 154 80 Adding Shipping and Tax to Sales Quotes Once you have set up your sales quotes you can specify the shipping and tax information to include it in the sales quote gt To add shipping and tax to a quote 1 Open the sales quote A Select the Shipping amp Tax tab Under Shipping details click Charges to enter or change shipping costs for each i
74. Address Book lists Global Address Books are stored on the Maximizer server application Local Address Books are stored locally on your computer d Pertains only if MaxExchange Remote is installed 10 Maximizer CRM 11 User s Guide Where to Go from Here Explore Maximizer in a safe training ground The Maximizer Training Guide is designed to introduce you to the fundamentals of using Maximizer Using the example of Escona Estate Wines a fictitious vintner in the Sonoma Valley you can follow tutorials that take you through real world examples of how to use the various components of Maximizer Daily tasks in marketing sales and administration give you the springboard you need as a novice user to start you on your way to being a Maximizer expert To order the Maximizer Training Guide contact your nearest Maximizer office or your local Maximizer Business Partner CHAPTER Getting Started Start working in Maximizer CRM In this chapter Maximizer CRM on page 12 Maximizer Interface on page 13 Opening an Address Book on page 19 Lists of Entries on page 22 My Work Day on page 25 Getting Help on page 27 12 Maximizer CRM 11 User s Guide Maximizer CRM Throughout this document Maximizer CRM is referred to as Maximizer Maximizer CRM is specifically designed for small and medium sized businesses and corporate divisions of large companies By integrating sales marketing
75. All Appointments and Tasks lt eta Schedule Activities for this entry Fiter All dates MEA User All users lt more gt gt F Show completed activities J Show appointments Tasks and Appointments Date T Time User Pr M 4 amp Make contact with prospect review needs with pros April 18 2011 Joe Napoli HI Bk amp Get the prospects signature on the dotted line April 18 2011 Joe Napoli HI o lt 2 My follow up deadline is approaching August 18 2010 6 28PM Joe Napoli o Z Prepare and present contract documentation to pros July 5 2010 Joe Napoli A Ole Z amp Initiate implementation checklist July 5 2010 Joe Napoli A o 2 Get prospect to agree with the implementation plan July 5 2010 Joe Napali A oO Z amp Explain terms and conditions to customer July 5 2010 Joe Napali A o Z X Review Proposal content section by section with cust June 30 2010 Joe Napoli A o Confirm meeting details for proposal presentation June 30 2010 Joe Napoli A o 2 Work through and complete all sections of our propo June 12 2010 Joe Napoli A o 3 Identify Implementations Steps June 12 2010 Joe Napali A o Z Get all pricing exceptions special terms and conditio June 12 2010 Joe Napoli A o Z amp Cost out our solutions check with all effected depart June 12 2010 Joe Napoli A o Present and demonstrate our capability to prospect June 8 2010 Joe Napoli A o 2 Obtain customer commitment to work with us t
76. As Sa ck Ey Name e Date modified Type 2 ABentries070612 xml 10 15 2007 2 00 PM XML Docu Save in Maximizer la ay Recent Places Desktop i Joe Napoli 4 Computer rw it 2 Network Fle name ABEntries071012 x Sae Save as type MXI i xmi Cancel MXI rmd xm SSS a Select any of the Export options as needed E click ox Export Address Book Entries Ex Specify export file File name D Maximizer ABentries071012 Eormat xml q4 r Export options r T Indude contacts 7 Indude Customer Service Cases T Indude UDFs 7 Indude notes I Indude documents I Support non English characters Exporting Address Book Entries in Text Format You can export Address Book entries in the following text formats comma separated values CSV and tab delimited User defined fields that contain more than one item are not supported in a CSV or tab delimited export Use XML export instead Exporting to comma separated values CSV format creates a file with a CSV extension which is readable by spreadsheets such as Microsoft Excel and many other programs Exporting to tab delimited format creates a text txt file with tabs separating each field value This file is readable by any program that supports txt files 424 Maximizer CRM 11 User s Guide Exporting to these formats exports selected Companies and Indi
77. Book as another user In the top left corner of the window click the Maximizer button and select Login or At the bottom of the window double click in the User section of the Maximizer status bar The Login dialog box opens A Enter a user ID and password Click OK Connecting to an Address Book You can perform this procedure only if you have Maximizer CRM Group Edition installed Maximizer allows you to connect to any shared Address Book on another computer The computer can be a Maximizer workstation or a server Once you have connected to an Address Book you can access the Address Book from the Open Address Book dialog box Once the connection to an Address Book is established it appears in the Open Address Book dialog box You can use the Remove button in the Open Address Book dialog box to remove it from the available Address Book list gt To connect to an Address Book In the top left corner of the window click the Maximizer button and select Connect to Address Book The Connect to Address Book dialog box opens A Select the computer that hosts the Address Book to which you would like to connect Select an Address Book from the Available Address Books list and click Open Chapter2 21 Connect to Address Book ese Server 98765 i Available Address Books Create new Address Bookin Global X S Once you connect to the Address Book you are prompted with a mess
78. By default this is set to 1 5 If necessary from the Requested by field select a user click ox If you change your corporate currency all currency rates are setto 1 Add Currency Ea Creation details Currency Exchange rate Creator Reguested by Last modification Date modified Time modified Modified by Euro L 0 71250000 EuR 1USD Joe Napoli Joe Napoli Chapter 8 195 Email Notification for Opportunities When opportunities are created modified abandoned lost suspended or won email messages can be automatically sent to partners and users notifying them of the changes Maximizer automatically inserts the basic details of the opportunity in the message so you don t have to write the email message with opportunity details each time To set up opportunity email notification you must create email notification templates in Administrator You can create separate templates for each action create abandon lost suspended or won Each action can also have separate templates for sending email to partners and users User notification email is sent to the users identified as monitors for the opportunity For detailed information on how to create email templates for opportunity notification see the Maximizer CRM Administrator s Guide Selecting Users for Opportunity Monitoring A default list of opportunity monitors is set up in the
79. Convert Contacts to Individuals View Bar Delete Address Book Entry Information Delete Appointments i Delete Recurring Appointment Previous Next Email Service Navigates to the previous or following week Email Window Find Free Time View Free Time Switch to Today s Date General Add Modify Group Hotlist Task Opens the daily view for the current date Hotlist Window Logging Preferences Go to Calendar Date Macro Properties Marketing Plans Activities Opens the daily view for a specific date Maximizer Wizards i Modify Recurring Appointment Calendar Views My Work Day s Switches the view displayed in the Calendar 2 m gt window EJ Display Open Address Book Entry A Contents Help You can look up Help topics the same way you would in a book the table of contents lists the topics in a logical order and the index lets you look up topics by keyword Maximizer Help also lets you perform a search for any word or words in any topic You can access the Contents Help locally on your computer or online from the Internet The local Contents Help opens as a separate application in its own window The online Contents Help opens in a browser window gt To open the Contents Help from Maximizer e Inthe top left corner of the window click the Maximizer button and select Help gt Local Online Contents Online Manuals Sample Address Books Chapter 2 29 gt To open the Contents Help from another module
80. Customer Profile Discount Levels a V Show blank fields V Show hidden fields V New Contact inherits user defined fields ok Cancel Types of User Defined Fields You can create different types of user defined fields depending on the types of values required for the field Maximizer defines the following types of user defined fields e Alphanumeric user defined fields These fields record any alphanumeric text letters and numbers up to a specified maximum number of characters You can encrypt alphanumeric fields for security protection Note that you cannot disable or enable encryption once you have created the field Encrypted user defined fields cannot be transferred imported or exported They are also not searchable e Formula user defined fields These fields calculate values based on other basic or user defined fields You can set up these fields with formulas that create alphanumeric date or numeric values Because they are calculated from values of other fields values for formulas fields can be viewed in entries but cannot be set manually Date user defined fields These fields store a specific date or an annually recurring date Chapter 4 61 e Numeric user defined fields These fields record numeric values You can specify a number of decimal places For example specify two decimal places to use this type of field for monetary values e Table user defined fields These fields
81. Data Type DateTime String Integer Integer Integer Integer String Integer Len 8 23 Appendix B 487 Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR Client Client_Id Contact_ Number Description and Rules End date and time of appointment Default is 30 minutes after App_Date Client the appointment is associated with If filled in the entry must exist in the AMGR_ Client View Cannot modify Identifies all records of a single appointment group appointment recurring appointment or recurring group appointment The value is 0 for a single user appointment and is another unique value for a group recurring or recurring group appointment Note Recurring group and recurring group appointments consist of multiple records in the AMGR_Appointments Table one for each user and one for each recurrence 0 Alarm not set 1 Alarm set Defines the priority text e g Hi MED LOW 0 Appointment incomplete 1 Appointment complete 488 Maximizer CRM 11 User s Guide Table 4 AMGR_Appointments View Field Name Data Type Len Foreign Table Ref Icon_Type Integer 2 Rsvp Integer 2 Recurring_ld Integer 2 Appt_Rec_Freq Integer 2 Description and Rules Icon associated with the appointment 0 None 1 Mail 2 ToDo 3 Phone 4 Travel 5 Sale 6 Meal 7 Presentation 8 Speech 9 Meeting Note Icons can be viewed when an
82. E A 2 Copy E Favorite List E 3 Actions E Preferences View Basic Information User Defined Fields Activities Name and address Other information All The Best Spirits Phone numbers 1155 E Putnam Ave Main 604 601 8000 Riverside CT 06878 R 4 USA Fax 604 601 8001 Cell Email addresses Website Main escona maximizer com Email 2 Email 3 Website www maximizer com Key Fields for General Customer z Primary Interest s an agent distributo Category Distributor Partne Last Visit Territory Annual Sales 975 000 00 Territory Status Retail Wine Cost Account Manager Region S Northeast Full Access Industry ne Reta Read Access Size of Client Partner First Contacted Date Sales Lead i Edit oK Cancel 36 Maximizer CRM 11 User s Guide Adding Address Book Entries You can add Companies Individuals and Contacts to your Address Book Typically Company entries represent a corporate entity you would like included in your Address Book Individuals represent a person who is not affiliated with a company or organization Contacts are entries that are always associated with Companies or Individuals Address Book entries refers to all Companies Individuals and Contacts in your Address Book If you need to add people to your Address Book add them as Individuals or as Contacts of an Individual or Company If you need to delete a Contact its associated notes
83. Escona Wines Fax Price Listto Leads 25 000 00 7 400 00 February 15 2010 e e inProgress e e nded a Knowledge Base Suspe amp G G G A Customer Service 4 E e Baths 2010 Vintage Selection of 100 000 00 2 500 00 InProgress Escona Wines z E BASI 82 Campaign Roles E notes H User Defined Fieis L3 Documents ER emai Columns Default Address Book Vi Filter lt All gt zt 4 Name and Phone Numbers Comp Y Date Time Type Text Company Library January 19 2010 9 34AM History Joe Napoli changed the team from Single User to Channel 5 January 19 2010 9 31 AM History Campaign Name 2010 Escona Ea Personal Price List 1 OrderDesk 4 g E m Press FI for Help User JNAPOLT 206 Maximizer CRM 11 User s Guide Traditional Campaign Templates A campaign template consists of several steps to achieve the goal Traditional campaigns allow you to launch structured marketing campaigns in a marketing team environment A new traditional campaigns is created using one of the campaign templates in the Traditional Campaign Template Library Campaign templates are approaches your organization uses in a marketing campaign A campaign template is a detailed plan that defines the procedures that contribute to a successful marketing campaign A traditional campaign template is composed of steps which are in turn composed of scheduled activities For example y
84. Get Escona on Win Negotiation 22 000 00 Decem InProgress Farmer amp Co Acquire as distributor Make Initial Contact 75 000 00 Februa 4 Address Book BR quotas Campaigns Customer Service Knowledge Base Hotlist Calendar Email Company Library Personal OrderDesk In Progress gt E nerosress in Progress Ingersoll Wines amp Spirits X Lost Kiewitich X Lost Nehrings Sendiks On amp Won Oakland Palmer Vineyards Won Pepe s Imports Columns Default Address Book View Name and Phone Numbers amp Happy Times Restaurant Supplies gt 604 601 8000 604 601 8001 Mansfield Amir Purchasing Agent 604 601 8000 604 601 8001 lt m Horse and Anchor Wines Do Seasonal Promotion 838 Contacts LY Opportuntt C Customer automated _ notes S user Define L Customer s Review Sell Escona Wine Negotiation Partnership Customer s Review Get Escona on Wine List Negotiation Do Seasonal Promotion Contract Signing Acquire as distributor Presentation m 5 B 1 Filter lt at gt z Comp tv Date Time Type Text Happ p March 19 2010 12 27 PM History Joe Napoli changed 1365 from Channel Sales Ceda March 19 2010 12 20PM Manual Contacted a repres Happ today This opportur 1365 Ceda Documents a Address Boo Februa 9 500 00 March 87 500 00 Januar 215 000 00 Januar 136 000 00 Januar 196 800 00 Jan
85. GoldMine database version and map the fields automatically In Maximizer CRM Enterprise Edition this import method is available through Administrator only In Maximizer CRM Group Edition this import method is available through Administrator or Maximizer if you are logged in as the MASTER user For information about importing from ACT or GoldMine refer to the Maximizer CRM Administrator s Guide e Other Contact Manager Database This option enables you to import a variety of data file formats including Organizer Clipper dBASE FoxBase and FoxPro among others or GoldMine database version and map the fields automatically In Maximizer CRM Enterprise Edition this import method is available through Administrator only In Maximizer CRM Group 430 Maximizer CRM 11 User s Guide Edition this import method is available through Administrator or Maximizer if you are logged in as the MASTER user For information about importing from other contact manager databases refer to the Maximizer CRM Administrator s Guide The following sections contain information on importing Address Book data into Maximizer e Importing Address Book Entries on page 430 e About Two Tier Imports on page 432 e Field Mapping on page 432 e Importing MXI and XML Files on page 433 e The MaxExchange Distribution Field and XML Import on page 434 e Importing Knowledge Base Articles on page 435 Importing Address Book Entri
86. Integrations on page 121 Company Library on page 124 106 Maximizer CRM 11 User s Guide Notes Types of Notes By default notes are logged for all of the main activities you can perform in Maximizer You can adjust logging in your logging preferences On the Setup tab select Preferences and select the Logging tab Notes are used to record activities associated with Address Book entries customer service cases campaigns and opportunities Use notes to jot down manual notes your ideas and impressions about a customer a case a campaign or an opportunity You can enter manual notes for short company profiles or summaries of contracts and business agreements You can search for entries by notes On the Search tab select Other Fields gt Notes from the Search By group And you can view notes reports On the Reports tab select Notes from the Associated Entries group Simply select the types of notes you want in your search or report The following sections contain additional information on working with notes in Maximizer e Types of Notes on page 106 e Notes Window on page 107 e Adding Notes on page 108 e Default Notes on page 109 Maximizer automatically creates different types of notes providing a history of all your activities Maximizer creates the following types of notes e Accounting Created when you create or modify accounting transactions using Accounting Link
87. January June and July December you would have two columns in a bar graph or two wedges in a pie graph Finally choose numeric or alphabetical as the sort order Numeric Displays charted values in numeric order from lowest to highest For example if you choose a bar chart to graph the values of the City Town field the city town value assigned to the least number of Address Book entries is shown on the left of the chart while the city town assigned to the most number of entries is shown on the right The legend will list the cities towns in numeric order Alphabetical Displays charted values in alphabetical order from A to Z For example if you choose a bar chart to graph the values of the City Town field any city value that starts with A is shown on the left of the chart while any city town starting with Z is shown on the right of the chart The legend will list the cities in alphabetical order Defining the Appearance of Graphs After you choose the field and values for your graph the Chart wizard opens so you can define the characteristics of your graph The Chart wizard has four tabs for defining your graph appearance Gallery Choose flat 2D or perspective 3D and the chart type Area Bar Pie etc Chart Wizard Galey se tooa me Select a chatt ype 2D C 3D Lre Step Combination jorz 5ar HiLo Gantt E e E Contou XY Goal Polar Fadar MEN e a ee
88. Journal or Both options in your logging preferences The following sections contain additional information on journal entries e Journal Window on page 111 e Adding Journal Notes on page 112 Journal Window Chapter 5 111 You can access the Journal window by selecting the Personal icon and clicking the Journal tab You can also access the Expenses window from the Journal window Keep the following points in mind while working in the Journal window Select the Personal icon and select the Journal tab to open the Journal window A Use the Filter drop down list and filter your journal entries displaying only entries in a specific date range List All Today Yesterday This Week or This Month Select one of the search icons to search for a note by date or text 4 Double click on a journal note to open it and view its details A fa Maximizer CRM Escona Tutorial Journal Items 4 Displayed es x D Home Edit View Search Tools Reports Setup A jaiii cece eens a e z EF EA GE i ee i Fax Xs XS ss B s iv Journal Case Opportunity Email Note lt Make Receive Meeting Time Note W Document acall a Call a Task Create Write Phone Schedule Insert Print Track H Journal Expenses Filter List All A abe Date Time Type Text f 3 Address Book Pa anns pealis Banik A March 18 2010 11 34 AM Manual updated a number of prodi criptions l a Opportunities in o
89. Maximizer Word Processor place your cursor where you want to insert a merge field A Select Tools gt Merge Field or On the toolbar click the Merge Field icon The Insert Merge Field dialog box opens Select the type of merge field you would like to insert 4 Select a merge field from the list and click Insert E Select the Blank if Not Used checkbox if you prefer During a mail merge this option leaves a blank space if there is no information available for a field By default if there is no information in the field the Maximizer Word Processor simply omits the field and leaves no space it also adjusts the position of the other merge fields accordingly g Click Insert The selected merge field is inserted in the template Insert Merge Field Type of merge field to insert Address Book entry C Orderdesk entry C Opportunity User information C Customer service case Available merge fields Account_Manager Address _Line_1 Address_Line_2 Campaign_Opened_Email_Tracking_URL Campaign Redirect_URL Campaign_Redirect_URL1 Campaign Redirect URL2 Campaign_Redirect_URL3 Campaign Redirect URL4 Campaign Remove _Subscriber_URL Blank if not used Insert Close 120 Maximizer CRM 11 User s Guide Mail Merge You can also send a mail merge from Microsoft Word or WordPerfect using the Maximizer toolbar embedded in the word processor to insert the merge fields Use mail merge in the Maxi
90. Once you have defined the various campaign pieces and launched the campaign the process is entirely automated You can also create traditional marketing campaigns that coordinate the activities of marketing team members Administrator is typically used by a system administrator or other technically proficient staff to configure and manage the entire Maximizer application Among other administrative tasks Administrator is used to create and manage Maximizer users apply licensing and create new databases or Address Books You can also do tasks that are common to both Maximizer and Administrator such as back up data import and export data produce system reports and set up and manage sales marketing teams and security groups 6 Maximizer CRM 11 User s Guide Maximizer Companion Applications MaxMobile Accounting Link There s more to Maximizer CRM than just the main modules See the following descriptions of our Maximizer companion products Combined with Maximizer MaxMobile forms a powerful suite of tools offering you all of the contact management features of Maximizer with the portability and convenience of a BlackBerry device Whether at work or on the road you always have access to current information about your clients or customers names addresses appointments tasks and notes as well as opportunities and customer service cases Simply use either application to record additions changes and deletio
91. RARE SERTARE 202 Traditional Campaigns cccceeceeeceeeeceeeeeteeeeeeeeeeeeeaeeeeeeseeeesaeeeneeeaes 203 Automated Campaigns ccccscccessscecseseeeseeeeeseeeeeseeeeseneesseeeeeeaees 203 Campaigns WiNdOw ccccsecceeeseeeeeeeeeeeeneeeeneeeeseeeeeseaeeeseneeesniseeeees 204 Traditional Campaign Templates ccccccccessceeceseeeeseeeeeseeeessneeesseeess 206 Components of Traditional Campaigns ccscccsscceseesessteesseeeseees 207 Example of a Traditional Campaign ccsccsscssesssecsseesseeesseesneess 208 Creating Traditional Campaign Templates cccsceeeseeeeeeeees 209 Creating Traditional CaMpaigns ccccceeseeseeeeseeeeeeeseeeeeeeneetsaeeeeeeeneees 211 Marketing Teams in Traditional Campaigns csscceeseeeeeeeeees 212 Assigning Contacts to Campaign Roles cccscccssseeessseeessseeeeseees 213 Delegating Campaign Activities to Team Members and Roles 214 Applying and Working the Steps in Traditional Campaigns 216 Pausing Traditional Campaigns cccsscccseececeeseeeeseeeeeseeeeseneeeseees 217 Automated Campaign Templates ccccccccsssceceseeeeseeeeeseeeeeseeeeeseneeesens 218 Activities in Automated Campaign Templates c sccesseeeeeees 219 Creating Automated Campaign Templates cesceeseeseeeeeeetees 219 Adding Activities to Automated Campaign Templates 0 221 Automated Campaign Messages
92. String Integer String Len Foreign Table Ref 2 2 2 508 508 8 11 ADMN_Users User_ Id 23 Description and Rules 0 Static template 1 Dynamic template Note A template becomes dynamic after it has been assigned to a campaign and then one or more of the Steps has been modified in that campaign 0 Static team 1 Dynamic team Note A team becomes dynamic after it has been assigned to a campaign and then a team member is added or removed from the team for that campaign Opportunity or campaign type 0 Opportunity 10 Fixed date automated campaign 15 Ongoing automated campaign 20 Automated campaign from web 30 Traditional campaign Any comments about the campaign Only the Campaign Leader or MASTER user can modify this field Any comments related to the completion of the campaign Applicable only if the Status is complete abandoned or suspended Date and time when the record was last modified User_Id of the user who last changed the campaign Applies only to records where Opp_Type 10 15 or 20 Applicable only when Opp_Type 0 516 Maximizer CRM 11 User s Guide Table 13 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Data Type Len Foreign Table Ref Description and Rules Cont_Client_Id String 24 Applicable only when Opp_Type 0 Cont_Cont_No Integer 4 Applicable only when Opp_Type 0 NextAction String 64 Appl
93. These colors override the coloring rules The following sections contain additional information on coloring rules e Creating Coloring Rules on page 101 e Applying Coloring Rules on page 103 Creating Coloring Rules You can create coloring rules from the Address Book Opportunities Customer Service and Hotlist windows gt To create a coloring rule On the Setup tab select Coloring Rule from the Display group H click add The Rule Properties dialog box opens Enter a name for the coloring rule You can also enter a description and specify values in the Full access and Read access fields 4 Next to Match entries using this field click the ellipsis button 5 From the Basic Fields or User Defined Fields list select the field for the rule and click OK O click add The Set Up Criterion dialog box opens Select a value for the field choose text and background colors and click OK In the Customer Service window the text color of overdue cases is always red To distinguish overdue cases from other cases 102 Maximizer CRM 11 User s Guide choose text colors other than red for values in customer service cases Set Up Criterion Details Field name Lead status ii Value Hot z Color settings Text color M Background color M ba 9 Click OK to save the coloring rule El Repeat steps 6 7 for other values of the field Rule Properties
94. Up Microsoft Outlook on page 161 Supported Email Clients To use these features you must already have a Messaging Application Programming Interface MAPI or Vendor Independent Messaging VIM email client Email clients that should work with Maximizer when properly configured include the following e Lotus cc Mail e Lotus Mail e Lotus Notes e Microsoft Exchange Sever e Microsoft Outlook e Novell GroupWise For the latest version information of compatible email programs see the Maximizer website at Www maximizer com Chapter 7 161 Setting Up Novell GroupWise and Lotus cc Mail Mail If you are using Novell GroupWise Lotus cc Mail MAPI or Lotus Mail MAPI select the corresponding option in the advanced email preferences in Maximizer On the Setup tab select Preferences and select the Email tab Then click Advanced If you do not select the correct option a program fault error will occur when you use the Email window For Lotus cc Mail and Lotus Mail you also must have the Override Extended MAPI option selected in your email preferences Setting Up Microsoft Outlook W outlook 2007 Outlook 2003 and Outlook 2002 are Extended MAPI programs This means the Maximizer Email window will show the same folders as Outlook Maximizer cannot use Extended MAPI with the Internet Mail Only installation type Ensure the installation type is Corporate or Workgroup When you open the Email window folders suc
95. add alphanumeric fields or strings separated with quotation marks to each other e for subtraction You can subtract any numeric values from each other and subtract date values from each other Date values return integers representing the number of days between the dates e for multiplication You can multiple any numeric values together e Ifor division You can divide any numeric values together e for nested operations You can use parentheses to create more complex operations on several numeric values Example Numeric Values Formula Numeric field Numeric field Numeric field Return value Numeric Example Date Values Formula Date 1 Date 2 Return value Numeric the number of days between the two dates Example Date and Numeric Values Formula Date 1 Numeric field Return value Date Example Alphanumeric Values on Formula FirstName LastName Return value Alphanumeric the two words listed together separated by a space FirstName LastName 72 Maximizer CRM 11 User s Guide Alphanumeric Functions Use alphanumeric functions to manipulate alphanumeric fields When you use alphanumeric functions you can insert alphanumeric fields as the parameters for the function or you can use any text strings When you insert strings into functions enclose the text of the string in quotation marks You can add the following functions to formulas using alphanumeric user defin
96. and click Retrieve To save changes made to the template select the template in the Available email templates list and click Save To retrieve this template automatically each time you compose an email message select Retrieve this template when the Compose Email Message dialog is opened E Click Close to return to the email message Creating Appointments and Tasks from Email You can create appointments and tasks directly from the Email window You can create the appointment or task for the Address Book entry associated with the email message or for the currently selected Address Book entry customer service case opportunity or campaign You can also create a personal appointment or task that is not associated with an entry The subject of the email message becomes the subject of the appointment or the activity of the task The body of the email message becomes the body note of the appointment gt To create an appointment or task from an email message In the Email window select the email message you want to create an appointment or a task for A On the Home tab select Meeting gt Appointment for lt entry gt or To do gt Task for lt entry gt from the Schedule group Right click and select Create a New gt Appointment Task for lt entry gt Chapter 7 159 Depending on the email message you can select either the Address Book entry associated with the message or the currently selected Address Book entry custome
97. and documents are automatically transferred to the parent Company or Individual which ensures you maintain a record of all interactions with a company even during changes The following sections contain information on adding Address Book entries e Adding Companies and Individuals on page 36 e Adding Contacts on page 37 e Adding Address Book Entries from Email on page 38 e Access Rights for Address Book Entries on page 39 Adding Companies and Individuals When you add entries for Companies and Individuals you must specify all of the details on the entry You can add Companies and Individuals as regular entries or as sales leads gt To add a Company or an Individual Select the Address Book icon to open the Address Book window A On the Home tab select Address Book Entry gt Company individual or Company Individual Lead from the Create group Right click and select Add gt Company Individual or Company Individual Lead The Add Company or Add Individual dialog box opens Enter the basic information for the Company or Individual including name address phone numbers and email addresses Adding Contacts Chapter 3 37 4 Select a Key Fields list and then select the appropriate fields for the entry Key Fields are important user defined fields specific to the various types of Address Book entries They are defined by your system administrator in the Key Fields preferences in Adminis
98. and drag it to the desired size 352 Maximizer CRM 11 User s Guide Modifying Dashboard Properties Importing Dashboards You can quickly modify the properties of dashboards You can change the basic information for the dashboard change the background color and add or remove indicators from the dashboard gt To modify dashboard properties In the Dashboards tab of the My Work Day window select the dashboard from the drop down list A Click the Properties icon The Dashboard Properties dialog box opens In the General tab specify the basic properties of the dashboard To change the background color click the button next to the Background Color field and select a color 4 In the Indicators tab view the indicators in the dashboard e Select an indicator and click Properties to modify the properties of an indicator e Select an indicator and click Remove to remove an indicator from the dashboard e Click Add to open the Dashboard Wizard and add an indicator to the dashboard 5 When you are finished click OK g Click the Save icon to save the changes to the dashboard Dashboards created in previous versions of Maximizer are stored locally on users computers in KIN files You can import these files into Maximizer to store the dashboards in the Maximizer Address Book so that they are accessible to other Maximizer users on any computer You must import the KIN files into the same Address Book they were init
99. be another s accountant Maximizer allows you to view these types of relationships in the Related Entries window Any Address Book entry can be related to another All notes user defined fields and documents associated with a related entry are then linked to the relationship If an Address Book entry has entries related to it these are displayed in the Related Entries following window Chapter 3 43 88 contacts customer Servi LH Automated Ca LY Opportunities gjRelated Entries Columns Default Related Entries View gt M Name Position Relationship Type Phone 1 gt ia ba IN es For All Occasions Distributor 604 601 8000 Gi Keystone Patricia President Legal Counsel 604 601 8000 Qi Tulley Jennifer Writer Contractor 604 601 8000 Occasionally relationships that you set up between two Address Book entries change and you may want to remove relationships between entries You can unlink two entries to remove the relationship gt To relate two entries Select the two Address Book entries you wish to relate to each other Then on the Edit tab select Relate Entries from the Relate amp Convert group Drag an entry and drop it on to another entry Then select Relate the source entry to the target entry and click OK Drag and Drop in Address Book Source entries Foster Wine OK Target entry George Town Package Stre Cancel Select the action you want to perform
100. by Company Name Favorite ha Lists Search EEEE 2 Chapter 12 285 Wireless Access Accessing Address Book Entries You can access the Address Book page in the following ways From the Wireless Access home page click Address Book A From the navigation footer on the main pages click the Address Book icon Navigation Address Book Customer Service E Calendar Hotlist Company Library lz Dashboards E Preference in a 2 Sie ll T Searching for Address Book Entries You can search for Address Book entries by last name first name company name phone number or email address in Wireless Access You can also perform a Quick Search to search for Companies Individuals or Contacts directly from the main page With the Quick Search you can search by Company name or by last name You can also retrieve all Address Book entries in a Favorite List See Using Favorite Lists on page 316 for more information gt To search for Address Book entries Open the Address Book page A In the Search By drop down list select the field that you want to search for In Search For field enter the text to search for 4 In the Matching area select the types of entries you want to retrieve Company Individual or Contact 286 Maximizer CRM 11 User s Guide 5 Click Search The page displays a list of matching Address Book entries Add New Company Add New Ind
101. can create a case for either the currently selected Address Book entry or for the Address Book entry matching the email address of the email message Enter the case details 252 Maximizer CRM 11 User s Guide By default the email subject becomes the case subject and the email body becomes the case description 4 Click OK to save the customer service case Status of Customer Service Cases You can change the status of a customer service case at any time When you assign a case to another representative or escalate a case to a manager you can specify a new status for the case The status also changes when you resolve a cases You can also set up custom statuses for cases and select which statuses are available when you assign escalate and resolve cases in the customer service preferences in Administrator Select File gt Preferences and select the Customer Service tab The following sections contain additional information about the status of customer service cases e Assigning and Escalating Customer Service Cases on page 252 e Case Hotlist Tasks on page 254 e Resolving Customer Service Cases on page 254 e Recording Case Solutions on page 256 Assigning and Escalating Customer Service Cases Customer service cases should be assigned to the customer service team member who is best able to handle the type of issue A customer service team member is categorized in Administrator as a customer se
102. chapter for more information 4 Maximizer CRM 11 User s Guide Extend Maximizer CRM to Fit Your Needs The Maximizer CRM Customization Suite includes additional guides for integrating with Maximizer The Customization Suite enables customers and business partners to customize the Maximizer interface and to integrate with other front office and back office solutions Chapter 1 5 Welcome to Maximizer Maximizer Modules Maximizer Administrator Maximizer CRM is a robust customer relationship management solution that tightly integrates your contact manager customer service and sales requirements Maximizer s customer service knowledge base and order management features allow you to track and retrieve all customer queries issues resolutions and purchases Opportunities provide customizable sales strategies that can be used by your sales team to track communicate and report through all phases of the sales cycle with the probability of close being calculated at every stage With the creation of meaningful graphs and charts companies benefit from complete detailed intelligence to fully understand their audience and evaluate the performance of their business The Campaigns window provides you with a tool to set up automated campaigns a series of highly targeted automated email fax or print documents that introduce services encourage product purchases promote website visits or distribute electronic newsletters
103. defined field setup 65 personal appointments 136 145 159 personal Hotlist tasks 134 145 159 personal preferences 96 personal reports creating 356 Personal window 17 phone calls 50 automatic dialing 53 in Wireless Access 289 keyboard shortcuts 466 receiving 52 TAPI 439 transfering 53 with Address Book entries 50 phone numbers mapping for Microsoft Outlook Synchronization 177 matching with TAPI 440 Political Alignment success factor 190 PPT file format in the Company Library 124 PPT file format 267 preferences 322 Calendar Hotlist 132 143 distribution 406 logging 106 Wireless Access 318 prefixes for user defined field SQL views 471 print activities resetting counters for 237 print activity 221 printing 358 activities in automated campaigns 235 in My Work Day 25 Microsoft Word documents 122 priority for appointments 141 private appointments 139 priveleges Allow export 360 probability of close 192 processing immediate updates 398 products services and Microsoft Outlook Synchronization 172 progress indicator 190 192 public access to Address Book entries 40 published knowledge base articles 264 Q Quick Backup 418 quick backup 418 quick search in Wireless Access 286 QuickBooks 7 quotas 198 templates 199 Quotas window 15 198 range function for dashboard indicators 344 read access for appointments tasks 143 readl access for Address Book entries 39 Recent Entries displaying 325 record count function f
104. document with all of your selected entries Click Skip to go on to the next entry Chapter 5 121 Microsoft Word and Corel Word Perfect Integrations You can use Microsoft Word or Corel Word Perfect as your word processor while working with Maximizer With the integration you can launch your word processor directly from your Address Book with a toolbar button in the custom toolbar Word or Word Perfect integration installs a Maximizer toolbar in the word processor The options in the Maximizer toolbar integrate Address Book entries in Maximizer with the word processor The following sections contain additional information on working with Word Integration e Inserting Merge Fields in Microsoft Word on page 121 e Sending Microsoft Word Documents on page 122 e Unlinking Merge Fields in Microsoft Word on page 123 Inserting Merge Fields in Microsoft Word You can insert merge fields into documents in Microsoft Word letting you add information in your Address Book to your document When you add merge fields to Word documents you have the option of adding the merge field as a link When the merge field is added as a link the merge field syntax is added to the document When you merge the document the syntax is replaced with values for the current entry If you add merge fields without linking them the value of the merge field for the current entry is added to the document gt To insert a merge field in a Wor
105. document with the current entry with all selected entries or with all entries in the current list in Maximizer You can also log a note to all entries included in the merge If you are sending the document to the printer or fax the document is automatically sent to the printer or fax that is currently set up in Word If you are sending the document by mail you can compose an email message to accompany the document gt To send a Word document to the printer 1 Open the document in Word A Create a list or select the entry or multiple entries in Maximizer From the Maximizer toolbar in Word select Send Document The Send Document dialog box opens 4 Under Merge with select how you want to use the current list e Select Current Entry to merge the document with only the current entry Chapter 5 123 e Select Selected List to merge the document with all selected entries in the current list e Select Entire List to merge the document with all entries in the current list 5 To filter the current list so that it does not include Address Book entries marked as sales leads select the Ignore Leads option g Under Log Message enter a note to log with each of the selected entries Click OK to send the document to the current printer Send Document ES Selected List Cancel Merge with C Current Entry C Entire List Help I Ignore Leads Send document to Printer Microsoft Fax C Emai
106. fields in the Opportunities window or in an open opportunity Campaigns Classifies campaigns You can view these fields in the Campaigns window or in an open campaign Customer Service Classifies customer service cases You can view these fields in the Customer Service window or in an open customer service case Users Classifies Maximizer users You can view these fields in the User Properties dialog box The following sections contain information on using user defined fields User Defined Fields Following Window on page 59 User Defined Fields Tab on page 60 Types of User Defined Fields on page 60 Working with User Defined Fields on page 61 Mandatory System and Key Fields on page 62 User Defined Fields Following Window Chapter 4 59 User defined fields for the current Address Book entry opportunity campaign or customer service case are displayed in the User Defined Fields following window The following window displays only the user defined fields for the type of entry with values for the current entry For example when viewing Address Book entries the User Defined Fields following window contains only the user defined fields for Address Book entries The values of the fields are for the current Address Book entry in the controlling window Filter All Field 5 lt Escona Tutorial gt Fa 2010 Campaigns and Sales H Sales Marketing f Partner Retail
107. graph by editing it in the Graphing window li Primary Interest in Escona Wines Primary Interest in Escona Wines No of Entries I As an agent distributor I Corporate gift or occasion Personal gift or occasion To sell in a restaurantibar To pettonn other actions click right mouse button on graph Hold down Ct key and use your mouse to rotate a 3D graph Casos Bin Chapter 14 369 You can select and edit each element in the graph such as the title legend or even the bars in a graph The background for example can be a solid color of your choice a gradient or a wallpaper image Simply select and double click the element that you want to edit to display a setting dialog box You can also right click inside the graph to display a pop up menu A background color can make a plain graph look attractive To change the background properties double click within the area of the graph but not on the graph itself so that selection handles appear around the graph The Format Plot dialog box lets you make many changes to your graph Format Plot x 30 View 3D Lighting Base and aid Type Location Backdrop Frame Style None Ra v wan Pe jhana Z coin d OO TAC shecow d EE fo E Paste Browse M Embed You can use this same procedure to change many of the graph elements Try single clicking different elements to see w
108. how linked fields in two tables are compared when records are read Join enforce and link options can be specified in the Links Options dialog box Using the various join enforcement options can ensure that linked tables are included in the SQL query even when none of the fields in the table are used in the report The Crystal Reports help files contain more information on Linking options mix Data Links Link together the tables you added to the report Linking is needed to match records of one table with corresponding records of another table a Auto Anange Data_Machine_Id a Data_Machine_Id al Auto Link Sequence_Number Sequence_Number G ByName Record_Type Record_Type Owner Jd Case Id BES Private Case_Number Link Client_Id rt Client_Id Contact_Number ro Client_Number Name_Type Contact_Id Order Links Name Contact_Number aadress Jd Sats Sa Last_Modify_Date Priority Delete Transfer_Date Severity Highest_Alt_Adr_Number xl Type z Link Option l Index Legend Controlling Windows As mentioned previously when you choose to create a new report template or edit an existing template the default view for the report is based on the active controlling window Following is an example of a controlling window in Maximizer outlining the associated view name links and common selections 474 Maximizer CRM 11 User s Guide Customer Service Window Example Each customer service case c
109. indicator Chapter 14 347 Dashboard Wizard Webpage Dialog a Indicator Properties Provide the following basic information for the Indicator indicator name Revenue Quota Description Displays the revenue for the current user compared to the sales quota Full Access Joe Napoli Laks Read Access Public Next gt cancel Select a control for the indicator and click Next For more information on controls see Indicator Controls on page 345 The What to Report screen opens 4 Select the catalog search or SQL metric to associate with the indicator and click Next e To associate the indicator with a catalog search select Use a catalog search In the Records to search drop down list select the type of entry associated with the search In the Saved search to use drop down list select the search from the search catalog For more information on associating indicators with saved searches see Searches for Indicators on page 344 e To associate the indicator with information from activities appointments and Hotlist tasks or quotas select Use a catalog search In the Records to search drop down list select Activities or Quotas and Sales e To associate the indicator with a SQL metric select Use an existing SQL metric In the SQL metric drop down list select the metric For more information on SQL metrics see SQL Metrics for Indicators on pa
110. information in your Address Book While they are defined in Administrator you can add any of these metrics to your dashboard indicators in Maximizer You can choose from a number of indicator controls to display the data These controls format your Address Book data in charts lists and gauges While setting up your indicators you can set up Click Throughs for the indicators Click Throughs determine what happens when a Maximizer user clicks on an indicator 344 Maximizer CRM 11 User s Guide Searches for Indicators SQL Metrics for Indicators You can use the Search by All Fields command to set up searches in the Address Book Opportunities Customer Service and Campaigns windows and then save the searches to the search catalog When you create indicators you can select any of these saved searches to access data for the indicator You can also report on quotas appointments and Hotlist tasks in your indicators While you cannot save searches for these types of entries you can set up some search criteria while creating the indicator While setting up the search criteria you can specify generic values in your searches to make them reusable for different users and at different times For fields that take Maximizer users as values you can specify the current user as the value of the field For date fields you can specify values in relation to the current date such as today next month and current fiscal quarter Each time the
111. is received as well 6 Enter your email account Email profile User name and password if required The available options vary depending on what type of email application you are using Click OK Select your primary email system C Outlook C Outlook Express Microsoft Exchange Server A C Lotus Mail MAPI C Lotus cc Mail MAPI C Novell GroupWise C Other email system m Email data packet options Ei Maximum size 0 KB 4 Use 7 bit Internet format M Show partial packet warning Email login Email profile Password 6 Chapter 16 413 MaxExchange Remote Changing Email from LAN to Dial Up or Vice Versa To change a distribution site computer from a LAN remote to dial up remote or vice versa you must make changes to both the MaxExchange Remote settings and your current mail driver on the distribution site computer gt To change a LAN email remote to a dial up email remote Select Edit gt Remote Dial Up Preferences Set all time fields in the Process and Transport Timing group box and select the Enable Remote Dial Up checkbox El Change your current mail driver from Network to Remote Contact your system administrator for additional details Ensure that the automatic dial up time of your email communications program corresponds to the processing and communication times set above Setting Scheduling Options for Dial Up Email If you are using dial up email to exchange updates with the MaxExch
112. is retrieved Favorite List Properties E Details of list Name Joe s Recent Accounts Description Indudes entries that have been recently assigned to Joe Full access Joe Napoli z Read access Joe Napoli x Associated Column Setup Name a Territory Account Manager Setra conc H click ox The new Favorite List is added to the list in the View Favorite Lists dialog box 6 To set the Favorite List as the default Favorite List select the Retrieve this list when an Address Book is opened option in the View Favorite Lists dialog box 96 Maximizer CRM 11 User s Guide The default Favorite List is retrieved automatically when you first open the Address Book Opportunities or Customer Service window For Address Book entry Favorite Lists this option overrides the Ask at Address Book startup which list to view setting in your preferences Retrieving Favorite Lists You can quickly retrieve an existing Favorite List and replace the current list of entries with the entries in the Favorite List If the Favorite List has a column setup associated with it the column setup is automatically displayed when the Favorite List is retrieved You can retrieve Favorite Lists from the Address Book Opportunities and Customer Service windows gt To retrieve a Favorite List On the View tab select All Lists from the Favorite Lists group On the View tab select Recen
113. maximizer com Amelia Island ID Ansley Wine Merchants 604 601 8000 escona maximizer com Atlanta escona maximizer com New York Open Edit View Cases Opportunities Notes Documents g Emails and website Main escona madmizer com Website www maximizer com Spirits 604 601 8000 Astor Wines amp Spirits El Company Information Address 12 Astor Place New York NY 10003 USA Phone numbers Main 604 601 8000 Fax 604 601 8001 Cell Beringer TEUA EUT 8000 604 601 8000 eSconat maximizer com Maidenhead I Capitol Vineyards m i ee A escona maximizer com Austin Partner Access Maximizer users can access the sample Escona Tutorial Address Book using Paul as the user ID and password as the password Chapter 11 275 Maximizer on the Web Partner Access is a web application that creates a two way flow of information between your organization and its business partners Organizations with an extended sales force of resellers or dealers need a way to distribute and monitor sales opportunities to these partners Partner Access allows business partners to access Address Book entries sales opportunities customer service cases and news events over the Internet Staff can publish news to the site News items can be filtered for partners based on their interest areas Customer service cases may be associated with a Contact of a
114. not include a company name you are prompted to provide one when saving the Contact to Maximizer gt To add an Address Book entry from Outlook In Outlook select the contact or the email message A Select the Save Contact to Maximizer or the Save Sender As Contact to Maximizer icon If the Confirm when creating Contact option is disabled the Company or Individual Address Book entry is created automatically in Maximizer Maximizer CRM 11 User s Guide 166 If the Confirm when creating Contact option is selected the Save Contact to Maximizer dialog box opens M Save Contact to Maximizer es Company Contact C Contact for an existing Company Individual C Individual Name and Address Other information MMs First name Middle name Last name Phone numbers Argonaut Wine amp Lic Main 04 6 Company Fax Dept Cell Division Address 1 71 olfax Ave Address 2 Email addresses Website CityfTown Denver SUProv 0 Email fescona maximizer co Zip Postal 80203 Country USA Email 2 Email 3 Website maximizer con Denotes required field Cancel OJ enable or disable the If necessary change the Address Book entry type Confirm when creating Contact option click Other Options in the system defaults preferences On the Setup tab select Preferences 4 If you are creating a Contact for an existing Company Individual c
115. on Wine List es a 2 G Monitoring E 4 Actions a Probability 57 Basic Information User Defined Fields Sales Plans Competitors Partners Status Show activities Show strategy Strategy template Significant Strategy scheduled Details Details of this template User All users x T show follow ups Z Show completed activities More gt gt Roles A Roles Standing Score Contacts Likes our product ine 5 11 Head Connoisseur Our Product will suffice with anticpa 8 11 Insider Not enough is known about our cont 2 11 Success Factors Success factors Standing Score Warning lr Political Alignment Weak support 16 34 Budget Approved Budget approval process hasn t started 14 24 On Schedule On Schedule 24 24 Business Relationship Unknown aus Steps Steps and Activities Date Time Assignedto Name Role Stat F Make initial contacts April 28 2010 Qualify custor terest May 3 2010 Tdentifu anah Maw 14 71N m gt Denotes required field ok cancel Apply 6 Select a step and click the plus sign to view all activities for this step If a team is assigned to the opportunity delegate team members to specific activities in steps Double click on an activity and choose a user from the Team member responsible for completion drop down list You can update the strategy as roles become more influential success factors change and steps are completed The progress indicat
116. one or more values e Select the Search for no value checkbox to search for entries where no value is assigned to the selected field Chapter 4 87 Specify Date Field Values for Search Es Field Name Contract Expiry Description C Rolling date range Values to be searched for Today iy y 5 Specified date range Enter or change values Erom April 1 2009 Add gt gt To Change gt gt June 30 2009 lt lt Remove I Ignore Year e I Search for no value A oK Cancel E Specify the remaining search criteria in the Search by All Fields dialog box To build a list of entries that excludes a certain group as in a list of all Address Book entries except those in a certain state or province use the Not Equal button g In the Modify current entries list area select one of the options e Add search results to list displays the entries that match your search criteria without removing any currently displayed entries from the list e Narrow list searches only selected entries or all currently displayed entries if none are selected and removes any entries that do not match your search criteria e Replace list with search results removes all entries currently displayed in the list and replaces them with entries that match your search criteria You can choose to further narrow the search by specifying options to include or omit sales leads Use Last Search and Catalog Specify the
117. opens Al Select the type of entry you want to create and click OK Fl Maximizer Customer Service Create new Maximizer Contact and Customer Service Case C Create Case for Related Maximizer Address Book Entries C Create Case for Escona Winery C Save to Opportunity Pipeline Report If you are creating a new Contact at the same time as the customer service case enter the information for the Contact 4 If necessary select the Address Book entry to which you want to save the email message If there is an associated Address Book entry for the selected email message it is displayed in the Entries assigned for Case Creation list If necessary search for entries and assign them to the case 5 Specify the most important information about the case 168 Maximizer CRM 11 User s Guide The Subject and Description fields default to the subject and content of the email message To specify Products Services or Categories for the case select the ellipsis button next to the appropriate field and select values for the field Other fields for the case must be specified in Maximizer EJ Case for Joe Napoli Company Individual Case description Products Services Subject Description Escona Winery All Contact Categories Joe Napoli Cabemet Sauvignon Price List One of our most asked or items is our price list All of our wines as well as a variety of ready made gift baskets a
118. owner by email 256 Maximizer CRM 11 User s Guide Recording Case Solutions While resolving a customer service case you can keep track of the solution to the case in the knowledge base You can choose from the following options Solution involves information from an existing knowledge base article Select this option if an existing knowledge base article resolved the case Enter the knowledge base article number Create a draft knowledge base article from solution notes and link it to this case Select this option if the case was resolved without the assistance of an existing knowledge base article Type a concise detailed explanation of how the case was resolved in the Solution notes text box If the status is set to Abandoned this option is unavailable Chapter 10 257 Email Notification for Customer Service Cases When customer service cases are created assigned escalated or resolved email messages can be automatically sent to customers and users notifying them of the changes Maximizer automatically inserts the basic details of the case in the message so you don t have to write the email message with opportunity details each time To set up case email notification you must create email notification templates in Administrator You can create separate templates for each action create assign escalate or resolved Each action can also have separate templates for sending email to customers partners and users
119. page 180 Adding Opportunities on page 183 Sales Teams on page 185 Strategies on page 186 Email Notification for Opportunities on page 195 Opportunity Pipeline Report on page 197 Quotas on page 198 180 Maximizer CRM 11 User s Guide About Opportunities Opportunities Window Opportunity management helps you and your colleagues manage complex sales Complex sales involve the participation of more than one person in the buying decision and require the support of a sales team Prospects for complex sales can range from single businesses to multiple corporations or governments e Create strategies detailed plans that identify the factors that influence a sale and the activities you must perform to close the opportunity e Apply these strategies to opportunities e Effectively schedule and coordinate the selling process among all members of your sales team e Ensure that all the right people in your organization have up to date information about the status of your opportunities e Forecast the probability of successfully closing your opportunities e Analyze the effectiveness of your strategies and create new ones for new opportunities In short Maximizer helps you define and strengthen your selling methodology Your sales team can define a strategy what you need to do to close a sale and how to address the issues and obstacles involved and then apply this strategy to opportunities
120. process Click Yes The processing status is displayed in the MaxExchange window 5 When packet processing has ended open the synchronized Address Book in Maximizer Examine your data to ensure that it is correct and complete Chapter 16 397 MaxExchange Remote Initiating the First FTP Transport Session MaxExchange FTP transport can be initiated only by the distribution site computer not the server Accordingly a new distribution site needs to enter information into MaxExchange Remote for this transport to start gt To initiate the first MaxExchange transport session with the server You must receive the following information from your system administrator the server s IP Address and or server name the FTP port number the MaxExchange FTP password and your unique Address Book ID hexadecimal number A Select File gt Connect New FTP Server Enter the server s IP address or server name the MaxExchange FTP password and your unique Address Book ID 4 Click OK MaxExchange Remote will immediately open an FTP session with MaxExchange server If the communication is successful and the first data packet s is downloaded to your computer log into your Address Book FTP Server Connect x FTP server details Ef FTP address Port 21 Secondary FTP address Port 21 Password Address Book ID 4 J 5 Select File gt Process Data Packets After your initial data packet has been processed successf
121. processing and transport to be handled Manually Manual data processing and transport session A C Independently Schedule packet transport and transaction processing independently First process at 12 01 AM hour s 0 JV Automatically transport packets and process data on Windows login 5 Processing interval T e IV Display remote client when automated processing begins a mare You must exit and restart MaxExchange Remote for your changes to take effect Chapter 16 405 MaxExchange Remote Viewing Synchronized Address Book Properties You may view certain transport information for every synchronized Address Book on a distribution site computer MaxExchange reads transport information contained in the MXZREM BIN file in the MaxExchange program directory gt To view synchronized Address Books on a remote computer Select View gt Synchronized Address Books 2 The Address Book name its transport method Address Book ID server address and server port number are shown You can change the server address and port number if necessary When finished viewing click Close to exit the dialog Remote Synchronized Address Bc 2 Address Book Transport T Address Book ID Server Address FTP Port Number ArancioAfterRC1 FIP 39DAE90D exchlab1 21 Preferences Properties Viewing Distribution Preferences gt To view distribution properties e The distribution
122. records your Address Book activities and displays only those notes that belong to the selected Address Book entry customer service case Campaign or opportunity User Defined Fields ca The User Defined Fields window displays the custom fields for the N selected Address Book entry customer service case campaign or opportunity You assign values to these fields and if your system administrator has given you the access rights you can add change or delete user defined fields Documents A The Documents window displays the document entries for the Er selected Address Book entry customer service case campaign or z opportunity You can add new documents as well as files not created in Maximizer modify documents or delete documents Accounting Fey You can access this window if you have the Accounting Link HHS Designed for use with QuickBooks the Accounting Link for Microsoft Dynamics GP or the Accounting Link for Sage 50 Accounts add on component installed This window contains all your invoices estimates and purchase orders for your Address Book entries You can create these items in Maximizer and the transactions are automatically shared with your accounting application For information on using Accounting Link see the online manual Chapter 2 19 Opening an Address Book Address Books can be opened in Administrator or Maximizer There are no conflicts if you open an Address Book while it is being use
123. restricting for packets 401 smart phone number matching 440 sorting lists 22 user defined fields 64 spelling 153 checking in notes 109 SQL metrics for dashboard indicators 344 SQL tables ADMN_User_Details 521 AMGR_Opportunity_Link 516 AMGR_Resources 494 CMGR_Auto_Campaign_Accounts 498 SQL views AMGR_Appointment 486 AMGR_Client 477 AMGR_CSCases 498 AMGR_Notes 495 AMGR_Opportunity 504 Company 482 CSCases 502 People 484 standard knowledge base articles 261 adding 265 starting MaxExchange Remote 395 Statistics for automated campaigns 235 status of automated campaigns 242 of customer service cases 252 of knowledge base articles 264 265 of opportunities 184 of traditional campaigns 212 status bar 14 Status Filter 246 steps applying working in traditional campaigns 216 in traditional campaigns 207 steps in strategies 186 strategies components of 186 Hotlist tasks in 132 in opportunities 184 186 189 Strategy Library 186 188 subscribers retrieving for automated campaigns 238 reviewing automated campaign activities for 237 subscribers in automated campaigns 238 240 243 Substitute function 74 subtraction in user defined fields 71 success factors in strategies 186 sum function for dashboard indicators 344 suspending activities in automated campaigns 236 suspending automated campaigns 242 synchronization times setting on Remote 403 synchronizing data with MaxExchange 392 394 manually with Microsoft Outlook 1
124. retrieved include All subscribers Unsuccessful entries Opened email entries Unsubscribed entries and Clicked through entries If you select Clicked through entries you can also specify which landing page URLs are visited Click OK Adding Subscribers to Automated Campaigns You can add any Address Book entries as subscribers at any time to existing automated campaigns You can search for an Address Book entry to add it individually or you can add all Address Book entries from the current list If you add a subscriber to a fixed date campaign all activities that are already completed in the campaign are sent at once to the Address Book entry If you add a subscriber to an ongoing campaign the campaign is run from the beginning and all activities are completed at their scheduled intervals 240 Maximizer CRM 11 User s Guide gt To adda subscriber to an automated campaign Open the campaign and select the Subscribers tab A Click Add and select Search for Address Book Entries or Add from Address Book List Search for an Address Book entry by last name or Company name select the entry and click OK Click OK to confirm that you want to add all Address Book entries in the current list gt To add a subscriber from the Address Book window to an automated campaign In the Address Book window select the Address Book entry that you want to add to the campaign A On the Home tab select Assign to Automated Campaig
125. search is run values for the current user and values relative to the current date are retrieved Your administrator can define any number of SQL metrics for dashboard indicators You can specify any of these metrics when you create new indicators When you create group indicators you can define a number of SQL metrics for each indicator For more information on setting up SQL metrics see the Maximizer CRM Administrator s Guide Reporting on Data for Indicators After setting up your search from the search catalog you can decide how to report on the search The indicator can report on the entries in the following ways e Average The indicator displays the average value of a selected numeric field for all entries returned in the search e Minimum The indicator displays the minimum value of a selected numeric field for all entries returned in the search e Maximum The indicator displays the maximum value of a selected numeric fields for all entries returned in the search e Range The indicator displays the difference between the maximum and minimum values of a selected numeric field for all entries returned in the search e Record count The indicator displays the number of entries returned in the search e Sum The indicator displays the sum of a selected numeric field for all entries returned in the search Indicator Controls Chapter 14 345 When you set up your indicators you can choose from a number of control
126. software updates the downloaded executable file should launch immediately to start the installation If you need to locate the downloaded file it is in the user s Application Data folder typically C Documents and Settings lt CurrentUser gt Application Data Maximizer Live Update If the Enable automatic Maximizer Live Update notification option is selected in the Live Update options in Administrator a message box you when new updates are available You can also check for updates at any time from Maximizer or Administrator gt To download software updates from the server If you are notified that new updates are available click OK in the message box to start the Live Update Wizard In the top left corner of the Maximizer window click the Maximizer button and select Help Then under About Maximizer select Maximizer Live Update Maximizer Software Inc Live Update Welcome to the Live Update Wizard This wizard helps you download updates for your Maximizer Software Inc products amp To begin click Net Cancel A Click Next The Live Update Wizard connects to the Live Update Server to check for any available updates Select the update s to download Chapter 17 445 4 Click Next to download the selected updates 5 Click Finish to close the wizard Changing Languages for the Maximizer Spell Checker In many of the Maximizer dialog boxes you can use the Maximizer Spell Checker to check
127. support MESG caller ID format which means your modem and Maximizer may never receive caller ID information from TAPI If your modem manufacturer provides its own TAPI modem or PBX driver and the appropriate INF file or you are able to obtain SDM format caller ID you might have more success Phone Number Matching with TAPI When Maximizer uses TAPI to detect an incoming phone call it matches the phone call to a Maximizer Address Book entry and logs the call as a note for the entry Depending on your TAPI configuration in Maximizer it uses either the Smart Phone Number Matching or Exact Phone Number Matching algorithm to determine which Address Book entry matches the incoming phone number Smart Phone Number Matching By default Maximizer uses the Smart Phone Number Matching algorithm to determine which Address Book entry matches the incoming call When a call comes in Smart Phone Number Matching looks for all Address Book entries with phone numbers ending with the incoming phone number string and displays those Address Book entries in a list so you can select the correct entry For example if the incoming phone number string is four digits Maximizer displays a list of all Address Book entries ending in those four digits Smart Phone Number Matching matches the digits from right to left The number of matched digits required for matching is equal to the shorter length of the two phone numbers The following table il
128. task details and click OK 312 Maximizer CRM 11 User s Guide gt To add an appointment or task associated with an entry Open the entry A From the Actions drop down list select Add gt Appointment Task and click Go Enter the appointment or task details and click OK When you create an appointment for a Contact a link is added to the Contact s email address in the appointment details Click the link to compose an email message to the Contact See Sending and Saving Email Messages on page 293 for more information If your device supports automatic dialing you can click the Contact s phone number in the appointment details to make a call See Phoning Address Book Entries on page 289 for more information Chapter 12 313 Wireless Access Accessing the Company Library You can access the Company Library page in the following ways From the Wireless Access home page click Company Library 2 From the navigation footer on the main pages click the Company Library icon Navigation L Address Book Y Opportunitie F Calendar Hotlist 8 Company Library im To browse in the Company Library y Click on a folder to open it and display its contents Actions Y Go Folder Company Library Company Announcements Customer Services Dashboards Finance A In the folder path click on a parent folder to navigate to a folder further up i
129. the Graph Catalog A Click Add to add your graph to the catalog Graph Catalog for Address Book Sayed graphs Business Partners By Level Customers Annual Sales Groups Suppliers Retrieve Properties Delete Close mi Type a descriptive name and specify a Maximizer user or group as the owner of the graph To make the template available to all users choose Public as the Owner 4 If you have a search saved in the search catalog select it in the search list to have Maximizer perform the search before generating the graph Chapter 14 371 Ensure that access rights to the 5 Click OK to save the graph settings to the Graph Catalog saved search are adequate If users do not have read access to the search they will not be able to generate the graph Name and owner Name Suppliers Owner z Name of saved search to execute prior to displaying graph Search suppliers M 372 Maximizer CRM 11 User s Guide CHAPTER OrderDesk Keep track of customer orders In this chapter About OrderDesk on page 374 Sales Quotes on page 375 Item Table Merge Fields on page 379 Catalogs on page 382 Online Orders and Inquiries on page 385 374 Maximizer CRM 11 User s Guide About OrderDesk Enabling OrderDesk OrderDesk Window When you receive orders or inquiries from your website you can manage them using the OrderDesk window You can
130. the field to view the availability of selected users locations and resources 6 Select Private to keep the appointment details private When this option is selected even users with access to your calendar cannot see the appointment details The appointment appears in the calendar with the subject displayed as Private appointment Select Alarm and Reminder to set an alarm and to send email reminders to yourself and to selected users This generic message lists the basic appointment details you cannot edit this message This feature is available only if the Maximizer Email Service is running 140 Maximizer CRM 11 User s Guide El Select a location for the appointment and specify the needed resources These values are set in Administrator but you can specify any value as a location g Select the Users and Address Book Entries tabs to assign Maximizer users and Address Book entries to the appointment You can view the current users and Address Book entries assigned to the appointment in the Attendees and response list Modify Appoin abe E Sched E Options Recurring on E gt E Completed Appointment Users Address Book Entries 19 Appointment with Michelle Torrance Subject Finalize proposal and email to customer Appointment details Date March 18 2010 From 2 00 PM Priority HI g Private Location Meeting Room Resource s Product Samples Products Service
131. the server gt To retry a failed FTP communication session with the server Select File gt Retry FTP Server Connect A Verify that you have entered the correct server s IP Address and or server name FTP port number the MaxExchange FTP password and your unique Address Book ID Click OK 4 MaxExchange Remote immediately opens an FTP session with MaxExchange server If the communication is successful and the first data packet s is downloaded to your computer log into your Address Book 5 Select File gt Process Data Packets After your initial data packet has been processed successfully the File gt Retry FTP Server Connect dialog is no longer needed for FTP communication to this particular synchronized Address Book After the initial successful FTP communication you need only to select Process Data Packets to start the synchronization process All future FTP communications will be handled automatically Chapter 16 409 MaxExchange Remote Connecting by Dial Up Using FTP When you are using FTP the connection between the server and remote is always initiated from the remote computer This can be done through a LAN or a dial up connection If a remote is set up for dial up connections and a connection fails a Windows Dial up Connection dialog box appears when a processing session is initiated This includes when a processing session is automated gt To connect by dial up using FTP e Click the Connect button Y
132. the spelling of text By default the selected language is American English but you can change this language to any other of the following languages e Brazilian Portuguese e British English e Canadian French e Spanish gt To change the language for the Spell Checker Open the Maximizer Word Processor A Select Tools gt Options In the Spelling tab choose a language from the Currently installed languages list 446 Maximizer CRM 11 User s Guide APPENDIX Maximizer CRM 11 Ribbon Interface Find the locations of commands in Maximizer CRM 11 In this chapter The Maximizer CRM Ribbon Interface on page 448 Finding Commands in Maximizer CRM 11 on page 449 Keyboard Shortcuts on page 463 448 Maximizer CRM 11 User s Guide The Maximizer CRM Ribbon Interface Maximizer CRM 11 has an improved interface where all commands are available on tabbed ribbons In previous versions of Maximizer the commands were available in menus and toolbars This section lists the menu commands from the previous version of Maximizer CRM and the new locations of the commands in the Maximizer CRM 11 ribbon interface The following terms refer to elements in the Maximizer CRM 11 interface Tabs The ribbons where commands are displayed Tabs are displayed at the top of the Maximizer screen The content of the tabs changes depending on the controlling or following window currently in focus A Groups The sections s
133. this utility is used to perform manual tasks on the server MaxExchange Remote MaxExchange Remote users synchronize the entire image or a subset image of the central Address Book on their remote computers Remote users also update the central Address Book with changes made on the remotes MaxExchange Site Manager To determine which portions of the central Address Book go to each remote using MaxExchange Site Manager the MASTER user or a user with Maximizer Administrator privileges defines remotes remote servers and the distribution groups to which the remote sites belong Other important functions of Site Manager are to perform Address Book maintenance on remotes send refreshes to remotes set up event notifications and generate reports Site Manager is also used to set up teams for campaign and opportunity synchronization 390 Maximizer CRM 11 User s Guide MaxExchange Administrator s Guide For information on using MaxExchange Synchronization Server MaxExchange Synchronization Remote Server MaxExchange Server Manager and MaxExchange Site Manager refer to the MaxExchange Administrator s Guide This chapter is to be used by remote users who typically would not be the administrators of MaxExchange Glossary of MaxExchange Terms Use this list of terms to help familiarize yourself with the terminology of MaxExchange Central Address Book A Maximizer Address Book that you specify for the MaxExchange server to sy
134. tooltip says MaxExchange Remote A After the processing session you can close or open MaxExchange Remote by right clicking on the system tray icon and choosing Exit or Restore Performing an Immediate Update When required you can perform an immediate update of the central Address Book MaxExchange Remote checks for incoming changes from the MaxExchange server then makes these changes to the central Address Book After the incoming changes have been processed MaxExchange Remote prepares and sends data packets to the server for redistribution to its other distribution sites Once the overall synchronization is complete the whole central Address Book both on the server and at the distribution sites is up to date If you are using email as a transport method your computer must be running and the email system must be operating for MaxExchange to perform an immediate update the hexadecimal folder is actually a folder named with a hexadecimal number that corresponds to the Address Folder ID This ID is displayed in the Distribution List Haleg box in MaxExchange Site Manager Chapter 16 399 MaxExchange Remote Your computer must have MaxExchange Remote running all necessary transport resources must be enabled e g modem turned on and required transport access to the server must be available gt To perform an immediate update Click the Process Data Packets button or select File gt Process Data Packe
135. use the Select Expert to return only those records where Record_Type 1 You can also filter or select the data for the report using Maximizer Once a report has been saved populate the appropriate Maximizer windows with the desired information then run the personal report and select the all entries in the current list option Maximizer contains default records in many of the common modules These are denoted by an sign and can be filtered using the Select Expert by using the does not start with criteria as illustrated in the following graphic x CSCases_View Case_Id lt New gt F New Delete Browse Cancel Help Show Formula gt gt gt Record Type for Address Book Entry Data Type Microsoft SQL Company Record_Type 1 Individual Record_Type 2 Contact Record_Type 31 Individual Contact Record_Type 32 Default Entry Record_Type 5 Alternate Address for Contact Record_Type 41 Alternate Address for Record Type 42 Individual Linking Appendix B 473 Crystal Reports Database Views Tables Reference Linking determines how the report data elements are related For example to report all notes related to an Address Book Entry you would link the Client_Id and Contact_Number fields of the AMGR_Client view to the fields of the same name in Notes Crystal Reports enables you to specify the type of join and type of link you want to use when linking tables Joins and links indicates
136. use the same OrderDesk window to enter process and manage orders that come to you by telephone mail or other methods You can also use the OrderDesk window to do the following e Manage orders and inquiries from your online catalog site e Enter orders or inquiries received from other sources e Generate and manage sales quotes which can later be converted to orders e Preauthorize authorize and refund payments made against a consumer s credit card e Track inquiries orders shipping and payment status e Calculate taxes and shipping costs automatically e Send email to customers or Maximizer users with summaries of orders and inquiries e Filter records to display only specific entries or entry type OrderDesk is unavailable only if OrderDesk is enabled in your preferences After enabling or disabling OrderDesk you must restart Maximizer for the change to take affect gt To enable OrderDesk On the Setup tab select Preferences A Select Enable OrderDesk and click OK The OrderDesk window displays all OrderDesk information in the Address Book You can use the Address Book OrderDesk following window to view orders inquiries and sales quotes associated with the selected entry in the Address Book Opportunities or Customer Service window gt To open the OrderDesk window e inthe icon bar select the OrderDesk icon Sales Quotes Chapter 15 375 Sales quotes are a valuable sales tool Use OrderDesk to easily
137. user defined field Chapter 4 67 Change the properties as required 4 Click OK to save the changes Adding Items to Table User Defined Fields Table user defined fields contain a list of similar items from which a user may select one or more items As part of the process of creating a new user defined field of this type you should add the items to the table gt To add items to a table user defined field On the Setup tab select User Defined Fields In the User Defined Fields following window right click and select Set Up User Defined Fields The Set Up User Defined Fields dialog box opens A Select the table user defined field and click Items or Double click the table user defined field The Set Up Items dialog box opens Click Add Set Up Items E Items list Name Contact How Add Item value Requested by Modify Fax Delete Mail d Properties Move Down 4 Type a name for the item and specify the other properties of the item 68 Maximizer CRM 11 User s Guide If you set the item to hidden you can hide it from the Available Values list by clearing the Show hidden items option E click ox Add Item E Item details Item Creator Joe Napoli Requested by Joe Napoli X T Set to hidden OK Cancel 6 Repeat steps 3 to 5 to add any additional items to the table user defined field Modifying
138. virtual directory refers to is accessible to the Internet or intranet via the IIS server Windows Server see Microsoft Windows Server wizard a series of interactive screens that walk you through the steps necessary to perform an action or procedure in a program Index A access rights 195 257 about 526 Customer Access 279 for Address Book entries 39 for currencies 193 for launching Crystal Reports 354 356 accessing Customer Access 279 Escona Tutorial Address Book 271 275 279 Maximizer Web Access 271 Partner Access 275 Wireless Access 283 account managers 44 46 Accounting Link about 7 accounting notes 106 Accounting window 18 accounts adding 336 recording for dates 337 ACSII format exporting in 422 425 ACT databases importing 429 importing from 432 Action Plan Library permissions 144 Action Plans 144 scheduling 146 templates 144 Actions menu in Maximizer CRM 10 5 458 activities adding to automated campaign templates 221 assigning to team members and roles 214 in automated campaigns 219 235 243 in entries 148 in opportunities 186 190 in traditional campaigns 207 reviewing in automated campaigns 237 suspending in automated campaigns 236 Activities tab 148 activity logs in MaxExchange Remote 415 416 adding 336 375 Address Book entries 36 287 appointments 141 158 311 automated campaigns 229 catalogs 382 coloring rules 101 column setups 98 Contacts 288 currencies 193 customer service cases
139. window Close the current window Open the Activities dialog box Move between open windows Move the focus to the View bar Tile all windows vertically Cascade all windows Tile all windows horizontally Sort by next column Move the focus back to the window from a tab or drop down list The following keyboard shortcuts apply to selecting tabs and commands in the ribbon interface Press Alt highlighted letter highlighted letter Esc Shift F10 To Select a tab Select a command from the current tab Select a different tab Access the shortcut menu Keyboard Shortcuts Dialog Boxes Appendix A 465 Maximizer CRM 11 Ribbon Interface The following keyboard shortcuts apply to working in dialog boxes Press Tab Shift Tab Enter Shift F10 Esc Keyboard Shortcuts Entries To Move to the next field or button Move to the previous field or button Close the dialog box and accept entries in the dialog box Access the shortcut menu on edit fields Close the dialog box and optionally save changes The following entries apply to working with entries in a list Press Home End Insert Enter Delete Ctrl spacebar Ctrl forward slash Ctrl back slash Ctrl equal symbol Shift Down Arrow Alt Enter Keyboard Shortcuts Drop Down Calendars To Go to the first entry in the list Go to the last entry in the list Add an entry Open the current entry Delete the current entry
140. with other expressions e False Value The value of the expression when the comparison statement is false You can include other conditional statements to supply different answers for different values You can use symbols to create comparison statements for formula user defined fields You can compare any values including alphanumeric date and numeric values Alphanumeric values are compared by checking the alphabetical order of the string You can create comparison statements with the following symbols e to check that two values are equal to each other e gt to check that the first value is greater than the next value e lt to check that the first value is less than the next value e gt to check that the first value is greater than or equal to the second value e lt to check that the first value is less than or equal to the next value Comparison statements are often combined with logical operators to add multiple statements together They re added to conditional expressions using If statements 82 Maximizer CRM 11 User s Guide Logical Operators You can use logical operators to help build comparison statements for your formula user defined fields e Or Combines two comparison statements where either one of the statements is true e And Combines two comparison statements where both of the statements is true e Not Negates a comparison statement Examples of Conditional Expressions The f
141. x Tools Reports Setup 8 4 Home Edit View Search o E g a i Delete E Make List Invert Select De sele Duplicate Current Selection All All Entry List Relate Entries Copy Link ct De select Global Combine Entry Edit Entries Convert Individuals to Companies amp 3 Convert Contacts to Individuals Paste Link Replace Relate amp Convert Links The following commands appear on the Edit menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select Edit gt Add gt Company Add gt New Company and New Contact Add gt Individual Add gt Contact Add gt Company Lead Add gt New Company Lead and New Contact Lead Add gt Individual Lead Add gt Contact Lead Open Address Book Entry Delete Selected Entries Global Edit In Maximizer CRM 11 On the Home tab select Address Book Entry gt Company from the Create group On the Home tab select Address Book Entry gt New Company and New Contact from the Create group On the Home tab select Address Book Entry gt Individual from the Create group On the Home tab select Address Book Entry gt Contact from the Create group On the Home tab select Address Book Entry gt Company Lead from the Create group On the Home tab select Address Book Entry gt New Company Lead and New Contact Lead from the Create group On the Home tab select Address Book Entry
142. 0 unsigned Use alternate address Department String 79 Firm String 79 Division String 79 Address_Line_1 String 79 Address_Line_2 String 79 City String 79 State_Province String 79 Country String 79 Zip_Code String 79 Appendix B 485 Crystal Reports Database Views Tables Reference Table 3 People View Field Name Data Type Len Foreign Table Ref Description and Rules Last_Modify_Date DateTime 8 Last_Modify_Time DateTime 11 Transfer_Date DateTime 8 Date and time of transfer Transfer_Time DateTime 11 Phone_1 String 21 Phone_1_Extension String 21 Phone_1_Desc String 21 Phone_2 String 21 Phone_2_Extension String 21 Phone_2_ Desc String 21 Phone_3 String 21 Phone_3_Extension String 21 Phone_3_Desc String 21 Phone_4 String 21 Phone_4_Extension String 21 Phone_4 Desc String 21 Receives_Letters Integer 2 Applies to Contacts only 0 Contact does not receive mail 1 Contact receives mail default Use_Client_Name Integer 2 Applies to Contacts only 0 Do not include Company Individual name in mailing address 1 Default Include Company Individual name in mailing address First_Name String 79 Initial String 79 Mr Ms String 79 Title String 79 Salutation String 79 Salutation e g Dear to use in correspondence 486 Maximizer CRM 11 User s Guide Table 3 People View Field Name Data Type Len Foreign Table Ref Description and Rules Change_Bits_Low Binary 8 MaxMer
143. 106 resolving 254 scheduling Action Plans for 146 searching for 84 status of 252 user defined fields for 58 viewing 247 customer service managers 252 customer service notes 106 Customer Service permissions 257 customer service representatives 252 Customer Service window 16 246 customers Customer Access 279 notifying about cases 257 customizing interface 324 D daily view for Calendar 136 Dashboard 340 indicators 343 dashboards adding indicators to 346 creating 342 importing 352 in My Work Day 25 in Wireless Access 317 modifying 352 viewing 340 data bars 360 data packets See packets database drivers for reports 471 user defined field tables and views 471 476 Date function 76 date user defined fields 60 functions for 76 dates keyboard shortcuts 465 Day function 77 Dayofweek function 77 82 dBASE 429 importing from 432 default addresses 41 default case monitors 257 default entries 83 default notes 109 default opportunity monitors 195 default passwords 19 detailed reports 359 devices for Wireless Access 282 dialog boxes keyboard shortcuts 465 dial up connection using FTP 409 dial up email scheduling 413 dictionary files 420 dictionary holiday files 420 disabled users in organizational charts 55 discounts in sales quotes 377 disk saving and importing packets to 402 displaying entries 24 Distribution List Manager 389 distribution site and central Address Book 395 defined 391 division in user defi
144. 16 2010 8 30 0 o 0 Email Pending 3 17 2010 5 00 0 0 0 Email Pending 3 29 2010 1 51 1 o o Close 238 Maximizer CRM 11 User s Guide Automated Campaign Subscribers Each automated campaign targets one or more Address Book entries You can subscribe and unsubscribe Address Book entries to existing campaigns You can also retrieve a list of Address Book entries that are subscribed to a campaign The following sections contain additional information on automated campaign subscribers e Viewing Subscribers for Automated Campaigns on page 238 e Adding Subscribers to Automated Campaigns on page 239 e Removing Subscribers from Automated Campaigns on page 240 Viewing Subscribers for Automated Campaigns Each automated campaign targets one or more Address Book entries You can quickly retrieve a list of the Address Book entries subscribed to a campaign and display it in the Address Book window You can also view lists of Address Book entries who have opened an email message for an automated campaign clicked on a campaign landing page URL and unsubscribed from an automated campaign Yet another option is to view a list of Address Book entries for a selected campaign activity You can access these commands from the Campaigns window or the Automated Campaigns following window gt To retrieve a list of subscribers for a campaign e Select the automated campaign right click and select Retr
145. 25 for custom toolbars 330 Total unique clicks 232 Total URL Visited automated campaign statistic 236 Traditional Campaign Template Library 209 traditional campaign templates Hotlist tasks in 132 traditional campaigns 203 adding 211 applying working steps 216 assigning activities to members and roles 214 assigning Contacts to roles 213 components 207 example 208 pausing 217 templates 206 209 tradtional campaigns assigning marketing teams to 213 tranferring logging for 438 transaction journaling 391 transfer log notes 107 transfer summary report 438 transfering calls 53 transferring 436 Address Book entries 437 rules for 436 troubleshooting logs for MaxExchange Remote 415 TSPI 439 two tier importing 432 TXT file format for automated campaign messages 224 for automated campaigns 227 for knowledge base articles 267 in the Company Library 124 TXT format exporting to 423 544 Maximizer CRM 11 User s Guide U unaligned entries 47 undoing searches 90 Unicode format exporting in 422 exporting to 427 UniModemV 439 Unique opened emails 232 unlinking entries 44 Unsubscribed automated campaign statistic 236 Unsubscribes 232 unsuccessful Address Book entries retrieving lists for automated campaings 238 updates receiving for MaxExchange Remote 394 updating Maximizer 444 updating central Address Book 394 398 URL Visited Unique automated campaign statistic 236 URL Visited automated campaign statistic 236 user defined
146. 30 AM 11 30 AM WA Meeting Joe Napoli s office Monday January 04 2010 10 00 AM 11 00AM WA Show Product Samples Nehrings Office 1 30 PM 2 30 PM BA Sign new contract Show product samples Tuesday January 05 2010 4 00 PM 2 00 PM 4 E Lunch meeting 3 00 PM 5 00 PM WE 6 00 PM 7 30 PM 3 W Dinner Meeting Lynnhaven Seafood Marina Channel Sales Team Meeting Meeting Room Thursday January 07 2010 Customer Service Team Meeting Users Joe Napoli Accepted Lou Jones None Celine Dancer None Matt Graham None Board Room Friday January 08 2010 m 300PM 4 30PM E O Sales Status Report Meeting Room ka l F Saturday January 09 2010 1 2 EE E A E A E E 11 12 13 14 15 16 18 19 24 22 23 Hotlist Tasks DO January 07 2010 Review notes from meeting with Melanie OG January 07 2010 Interview Surve O amp January 07 2010 Validate customer requirements with the O January 07 2010 10 00 00 AM Prepare m la r Servic O amp January 07 2010 4 00 00 PM Review team meeting and prepare email Legend Uncheck all Edi ist E Users E Joe Napoli ll Celine Dancer I Daniel Brown M I Lucy Garcia M Mark Bertoli M E Matt Graham Location s Resource s I Board Room moas Press F1 for Help User JNAPOLT Viewing Appointments You can click Options to specify t
147. 346 Clipper 429 CMGR_Auto_Campaign_Accounts table SQL 498 color scales 360 coloring rules 101 applying 103 creating 101 in export to Microsoft Excel 360 column reports 359 column setups 98 campaigns 204 creating 98 in all fields searches 88 in export to Microsoft Excel 360 in Favorite Lists 94 retrieving 100 columns sorting by 22 commands locating 449 Companies 32 533 adding 36 Contacts in 37 Company Announcement Authors security group 25 company announcements 25 Company Library 124 adding to 127 company announcements in 25 in Wireless Access 313 315 organizing 127 sending documents from 315 sending email from 129 Company Library window 17 125 Company view SQL 482 comparing values in formula user defined fields 81 competitors 184 completing activities in opportunities 191 Hotlist tasks 133 complex sales 180 conditional formatting 360 confidence rating 183 Confirm when creating Contact in Microsoft Outlook 163 165 Confirm when saving email in Microsoft Outlook 163 170 connecting to Address Books 20 Contacts 32 adding 37 288 assigning to campaign roles 213 associating with cases 291 converting to Individuals 42 exporting 421 in customer service cases 249 in strategy roles 190 user defined fields for 62 Contacts window 17 contents help 28 controlling windows 473 controls for dashboard indicators 345 copying notes from Windows Clipboard 108 Corel Word Perfect integration 121 mail merge 120 corporate
148. 35 Enter the Hotlist task details 4 Click OK to save the Hotlist task Reassigning Hotlist Tasks You can reassign Hotlist tasks to different Maximizer users directly in the Hotlist window You can reassign one or multiple Hotlist tasks at the same time gt To reassign Hotlist tasks In the Hotlist window select the tasks you want to reassign A On the Edit tab select Reassign from the Manage Activity group or Right click and select Reassign The Reassign Hotlist Tasks dialog box opens Select a user and click OK 136 Maximizer CRM 11 User s Guide Calendar Appointments Calendar Window The Calendar lets you schedule meetings and appointments with other Maximizer users and Address Book entries Calendar appointments can be associated with Address Book entries opportunities campaigns and customer service cases or they can be personal The following sections contain information on working with Calendar appointments e Calendar Window on page 136 e Viewing Appointments on page 139 e Adding Appointments on page 141 You can view add and modify your appointments in the Calendar window Appointments and Hotlist tasks are displayed in a daily weekly weekly list or monthly view All views allow you to see your appointments at a glance To assist you with scheduling color bars and icons indicate the attendees and booked resources and locations for the appointment You can display the a
149. 5 z Combine the source entries and the target entry into a single entry Move the source entries to the target entry A Specify the details of the relationship between the two entries and click OK Related Entry Description a These Address Book entries are linked Cx The Address Book entry George Town Package Stre Cancel is related to Foster Wine ae Details of linked Address Book entries Relationship type Distributor George Town Package Stre is one of Foster Wine s distributors I These entries are also related in reverse order 44 Maximizer CRM 11 User s Guide gt To unlink Address Book entries In the Related Entries following window select the entry to unlink A On the Edit tab select Unlink Selected Entry from the Relate amp Convert group Territory Management Territory Management is available only in Maximizer CRM Enterprise Edition You cannot set up or align territories on MaxExchange Remotes and Remote Servers You can however assign territories manually Setting Up Territories Use Territory Management to set up territories and assign them to Company and Individual Address Book entries You can assign the territories manually or automatically through the application of territory rules To use Territory Management you must be assigned the Sales Manager user role Once territories are created and assigned any Max
150. 52 Email Notification for Customer Service Cases on page 257 Knowledge Base on page 261 Adding Articles to the Knowledge Base on page 265 246 Maximizer CRM 11 User s Guide Customer Service Cases The customer service features in Maximizer help support and enhance your existing customer service business processes All Address Book entry customer service communication can be recorded categorized and escalated appropriately to ensure issues are dealt with in a timely manner The following sections contain overview information on working with customer service cases e Customer Service Window on page 246 e Viewing Customer Service Cases on page 247 Customer Service Window The Customer Service window is list based like the other Maximizer windows Keep the following points in mind while working with the Customer Service window Select the Customer Service icon to open the Customer Service window A Use the Show drop down list to display cases assigned to you or show other queues You can also use the Status Filter button to filter cases by status the filter is also available through View gt Status Filter Use the View in Address Book button to view the Address Book entries associated with a single case or multiple cases 4 Use the View bar buttons to resolve assign and escalate cases 5 Use the Deadline drop down list to view cases according to deadline g Double click on a custom
151. 78 with Microsoft Outlook 172 system fields 62 T tab delimited format exporting to 423 426 importing from 432 table user defined fields 61 adding items to 67 exporting 421 427 in export to Microsoft Excel 360 modifying items in 68 removing values in global edits 90 tabs 448 TAPI 439 called ID 439 configuring 442 exact phone number matching 441 phone number matching 440 smart phone number matching 440 task notes 107 tasks and Microsoft Outlook Synchronization 173 in Wireless Access 309 312 synchronizing with Microsoft Outlook 172 tax in sales quotes 378 team leaders 185 team members 185 190 team members with edit rights 185 teams marketing 212 quotas for 200 Telephony Application Programming Interface TAPI 50 53 templates about 116 creating for automated campaigns 219 for Action Plans 144 for automated campaigns 218 for email messages 157 for email notification 195 257 for traditional campaigns 206 quotas 199 traditional campaigns 209 terms glossary of 526 territories aligning 47 assigning manually 46 quotas for 200 setting up 44 543 Territory Management 44 aligning territories 47 matching territory rules to entries 44 unaligning entries 47 territory status 44 46 testing automated campaigns 243 Text function 74 text email format 153 TIF file format in the Company Library 124 time zones 150 timed notes 107 title bar 22 Tools menu in Maximizer CRM 10 5 459 Tools tab 459 tooltips displaying 3
152. 7996 Callback 57995 WaitCustomer 57994 Cancelled 57993 Resolved Pointer to value in System UDFs 60041 Case priority 57900 Low 57901 Medium 57902 High Case severity 57900 Low 57901 Medium 57902 High Case type Pointer to value in system UDFs 60022 Case reason Pointer to value in system UDFs 60023 Case origin Pointer to value in system UDFs 60024 500 User s Guide Table 9 Field Name Queue Class Area Fee BillRate BillableTime Fee_Type Assigned_To_ld Deadline _Date Creator_lId Create_Date Modified_By_Id Last_Modify_Date Owner_lId Private Solution_Id Solution Number Subject Maximizer CRM 11 AMGR_CSCases View Data Type Integer Integer Integer Float Float Float Integer String DateTime String DateTime String DateTime String Integer String Integer String Len 4 11 11 11 11 24 128 Foreign Table Ref ADMN_User_ Details User_Id AMGR_Documents Document_ld Document_ Number Description and Rules Case queue Pointer to value in system UDFs 60029 No longer in use No longer in use Case fee BillRate x BillableTime Fee Cost per hour of billable time Number of billable hours Case fee type Pointer to value in system UDFs 60027 User_Id of user who the case is assigned to Follow up deadline date Case owner Not in use For resolved cases it po
153. 84 Maximizer CRM 11 User s Guide Searching Many of the actions you can perform with Address Book entries customer service cases campaigns and opportunities apply to the entire list of entries in the active window For instance when you print a report from the Address Book window you are generally given a choice between printing the selected entry or entries or printing the entire list When you perform a mail merge for instance you generally use the entire current list Maximizer s search features let you search any field for the data you specify and modify your current list with the matching entries If you wanted to create a list of Address Book entries in Washington State for example you would search the State Province field for entries with WA in that field A search retrieves any entries that match the search criteria and that you have the rights to view The following sections contain additional information on searching for Maximizer entries e Searching by Basic Fields on page 84 e Searching by All Fields on page 85 e Saving Searches in the Search Catalog on page 88 e Retrieving Saved Searches from the Search Catalog on page 89 e Undoing Searches on page 90 Searching by Basic Fields Maximizer makes it easy to search for entries by basic field such as Last Name Company City Town or Email for Address Book entries or Status Team Leader or Revenue for opportunities The i
154. 9 sales leads 32 accesible to partners 37 adding 36 37 Sales Manager user role 44 47 199 Sales Plans tab 148 sales quotes 375 discounts in 377 shipping and tax 378 sales teams 180 185 in Wireless Access 298 saving 542 Maximizer CRM 11 User s Guide documents with entries 114 knowledge base articles 267 packets to disk 402 searches to catalog 88 scheduling Action Plans 146 options for dial up mail 413 strategies for opportunities 189 transport method options 403 SDM format 440 search by all fields 85 search catalog 85 for dashboard indicators 344 for graphs 370 retrieving searches from 89 running searches as custom actions 327 saving searches in 88 Search function 73 Search menu in Maximizer CRM 10 5 456 Search tab 456 459 searching 84 all fields 85 by basic fields 84 by notes 106 for journal entries 111 for knowledge base articles 263 in the Email page 152 in Wireless Access 285 295 300 undoing 90 security groups Company Announcement Authors 25 selecting entries 23 sending email in Wireless Access 293 315 Separately option in email 156 Server computer 388 Service_Computer_Name merge field 227 setting up troubleshooting logs 415 Setup tab 449 453 461 shipping in sales quotes 378 Show blank fields 61 Show hidden fields 61 Show hidden items 68 single value table user defined fields 93 sites about 3 8 270 Customer Access 279 Maximizer Web Access 271 Partner Access 275 Wireless Access 282 size
155. A X Filter My Current Quotas 24 Show Quarter 4 my Work Day Name Period Quota Forecast weighted Forecast unweighted Closed Sales Lost Sales of Quota Oe et ON 2 staan 0 42 300 00 130 000 00 27 500 00 156 000 00 61 BB dares Book Joe Napoli a2 2010 45 000 00 142 790 00 311 000 00 0 00 0 00 0 Joe Napoli 032010 45 000 00 68 600 00 98 000 00 0 00 0 00 0 liv Joe Napoli Q4 2010 45 000 00 15 300 00 102 000 00 0 00 0 00 0 We Cepertinkies Channel Sales Q1 2010 125 000 00 36 500 00 110 000 00 62 000 00 0 00 50 Channel Sales 022010 125 000 00 5 700 00 38 000 00 0 00 0 00 0 2 quotas Channel Sales Q3 2010 125 000 00 68 600 00 98 000 00 0 00 0 00 0 im Channel Sales Q4 2010 125 000 00 15 300 00 102 000 00 0 00 0 00 0 Hl campaigns North int at 2010 112 500 00 2 42 300 00 70 000 00 62 000 00 136 000 00 55 E North int 022010 112 500 00 13 920 00 48 000 00 0 00 0 00 0 Eee customer Service North Int Q3 2010 112 500 00 68 600 00 98 000 00 0 00 0 00 0 North int 04 2010 112 500 00 15 300 00 102 000 00 0 00 0 00 0 ES Knowledge Base EJ Hotlist saasa fis Calendar Press F1 for Help User JNAPOUI Wednesday January 6 2010 3 38 PM aii Creating Quota Templates Sales Managers can create quota templates that can be applied to many teams territories and leaders Q Maximizer users must have the gt To create a quota template Sales Man
156. Address Book entry s location appears 290 Maximizer CRM 11 User s Guide Modifying Entries You can modify Address Book entries opportunities customer service cases appointments tasks and notes in Wireless Access gt To modify an entry Open the entry A From the Actions drop down list select Modify and click Go Actions mw Ay Appointment Note Task Contact Opportunity Case Delete Draw a Map Favorite Lists v Modify any of the fields 4 When you are finished click OK to save the changes Account manager Bilie Holly Full Access Bilie Holly Accounting Customer Service Read Access Public Sales lead No Cancel Chapter 12 291 Wireless Access Associating Contacts with Entries You can change the Contact associated with an existing opportunity or case or add a Contact to an opportunity or a case that is associated to only a Company or Individual gt To associate a Contact with an entry Open the entry A From the Actions drop down list select Edit gt Contact and click Go The Modify Contact page opens showing the currently selected Address Book entry and Contact You can search for other Contacts to associate with the entry In the Search by drop down list select Last Name or Company 4 In the Search for field enter the text to search for and click Search The page refreshes a
157. Alarm when computer is started Auto Capitalization and Auto Completion V Enable Auto Capitalization for Address Book entry basic fields V Enable Auto Completion for Address Book entry basic fields Outlook Integration Options Address Book Escona Ti Address Book User ID JNAP Logn Y Confirm when saving email V Confirm when creating Contact Default Contact type Company Contact OrderDesk Options Note This option will be applied to all Maximizer CRM Address Books accessed from this local machine When adding items to orders item inquiries or quotes use the items from Maximizer CRM ox Cancel Selecting a Microsoft Outlook Address List for Integration Outlook integration with Maximizer only works with address lists in the Outlook Address Book such as Contacts and only with one address list at a time It does not work with the global address list or other address lists If Outlook is set to use the global address list or another address list which might be the case if your organization uses Microsoft Exchange you will see an error message when you try to save an Outlook contact to Maximizer If you see such an error message use the procedure below to select an Outlook address list gt To select an Outlook Address Book list In Outlook select Tools gt Address Book The Address Book dialog box opens A Select Tools gt Options Open the Show this address list first dro
158. Base When you resolve customer service cases you can create new knowledge base articles automatically from case solution notes Cases are automatically linked to their new knowledge base articles You can also add knowledge base articles directly to the Knowledge Base window These articles are not linked to specific customer service cases though you can link the articles to cases in the future You can add articles to the knowledge base in standard text format and in document file attachment format If the article content is short and straightforward standard format should suffice However if you want to carefully compose the article over a day or two confirm data with an external source or run a spell check you may wish to write the document in Microsoft Word for example and then attach the article as a document A newly created article is assigned a draft status until it is opened and assigned a different status by the appropriate users The following sections contain information on adding articles to the knowledge base e Adding Standard Knowledge Base Articles on page 265 e Adding Document Knowledge Base Articles on page 266 e File Formats for Document Knowledge Base Articles on page 267 e Saving and Sending Knowledge Base Articles on page 267 Adding Standard Knowledge Base Articles Standard format knowledge base articles contain only text You can specify all details and content of the artic
159. Campaigns Window There are two main types of automated campaigns e Fixed Date These campaigns run for a specified time period When you apply this type of campaign to a new Address Book entry all activities of the campaign are applied within the fixed time period For example if you launched a campaign comprising five activities and the first two activities were already completed when a new Address Book entry is added to the campaign these two activities are applied immediately The remaining activities are applied as scheduled e Ongoing These campaigns repeat indefinitely unless you change the status to suspended You can add a new Address Book entry at any time during the campaign cycle When a new Address Book entry is added the entire campaign is run from start to finish at the set time intervals For example if there is a duration of one week between a set of four email messages each message will be sent one week apart regardless of when an Address Book entry is added to the campaign You can work with your campaigns in the Campaigns window Like the other main windows the Campaigns window is list based which means your entries are displayed as items in a list All of your campaign related activities are done in the Campaigns window Here are some tips for working in the Campaigns window Select the Campaigns icon to open the Campaigns window A Click the Column Setup icon to select a column setup and change the infor
160. Cena ES H User Defined Fields iy Activities Customer Service Associated Entries Activities Window Menu You can access the commands from the Window menu in Maximizer CRM 10 5 on the Setup and View tabs in Maximizer CRM 11 5 Fil 1 lt 1 ed UO i Document Administration Library le Management Home Edit View Search Tools N Maximizer CRM Escona Tutorial Reports Setup Template Default Default Territory Management Territory Entry Note Default Entry Preferences User Defined Manage Users f 4 Security Groups ji Teams User Management E pm wa Icon Bar fe E R Window Column Coloring Custom Setup Rule Actions Display Fields Workspace The following commands appear on the Window menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select Window gt Window Settings gt Window Layout gt Layout Window Settings gt Favorite Layouts Window Settings gt Save Settings on Exit Window Settings gt Reset Default Layout Window Settings gt Set Color gt Current Window Window Settings gt Set Color gt All Windows In Maximizer CRM 11 On the Setup tab select Window gt Window Settings from the Workspace group and select a layout On the Setup tab select Window gt Window Settings gt Favorite Layouts from the Workspace group On the Setup tab select Window gt Window Settings gt S
161. Column Setups ccccecceceenceceeeeeeseeeeseaeeeesaeeesseeessneeeesaees 98 Retrieving Column Setups ccccsccceeeeeeeeneeeeeeeeeeseeeeeseneeeseeeeessneeeeeas 100 Coloring RUIES a eecsviedceccedsecvecbencedtss cause ss veveedvesdaecesusdeavelecsovedeeetens cndaecesouars 101 Creating Coloring RUIOS cc ccccsscecssceeessneeeseeeeeseeeeeseneeeseeeeeesneeeeees 101 Applying Coloring Rules cccccccesceccseeeeeseneeeeseeecseneeeseeeeseeeessneeess 103 Notes and Documents NOTES hinir onenian sdetecdeesatecedeatsoatpstuuvedes cddpetyaetoe ISEAN E a IN Adie Types of Notes Notes WindoWinii cine aes au dean neta AEREE ACER Sno Baa DE AUNE ASEA Addn o NOES e e eaaa ice Aaa eaa Menthe naa Default NOES EET ENSET E AAE A MOLOLA a T Ee OAE ee he alee eee iad Journal Window Adding Journal Notes Bloten ake pi 24563 iesecdediensdas eciedenicceddunssiansasessavdaedeubschdesassansancdstbansenecangenseaences Documents WiINGOW ccceeceeeceeeneeeeeeeeneeeeeeeeaeeeeeseaeesaaeeeaeessaeeeaeeeaaees Viewing Documents Adding DoCUMe nt cccssccceeseeceeeeeeceeeeeeeeeeseaeeceeneesseaeeesseeesseeess Maximizer Word Processor ccesccesceeeseeeeeeeseeeeaeeeseeeeaeeeaeeeaeeseeeeeaeeeaeees 114 Maximizer Word Processor WiNdOW esceeeceeeseeeeeeeeeetsaeeeeeeeees 115 Documents and Templates ccc cccesscecseneeceeeeeeseeeeeseneeeeeeeeeeeeeeees 116 Creating DOCUMENTS a ec a erties yaaan Ake eee ener teen 117 M
162. Company or an Individual Partners the Contact associated with the case can then follow the progress of the case Partners can also search the knowledge base for related articles Partners access Partner Access using the URL and setup PIN sent by email by the site administrator See the Maximizer CRM Administrator s Guide for more information about setting up Partner Access Partner Access Login Windows Internet Explorer a om x SSE el Gene rE GO 7 E http server MaximizerPartner p Favorites Partner Access Login eel 7 4 YOUR COMPANY LOGO Partner Access User ID PAUL l 4 a 5 Password eesceses Remember me lt J Login d Forgotten Login Credentials i Register Now powered by Maximizer CRM Maximizer CRM 11 User s Guide 276 Viewing and Modifying Address Book Entries Partners can view and modify associated Address Book entries in the site gt To view and modify Address Book entries In Partner Access click the Address Book icon All the Address Book entries that are associated with a partner appear these entries have the partner assigned to them in the Basic Information tab of an entry A Click on an Address Book entry to open it Click Edit to make modifications to the entry 4 Use the buttons on the menu bar to print a Detailed report view the properties of the entry copy information to the Windows clipboard and create new opportunities
163. Creating Traditional Campaign Templates on page 209 Components of Traditional Campaigns Traditional campaigns and traditional campaign templates consist of the following components e Steps Steps are milestones in the campaign that reflect actions you should take when pursuing a campaign Each step represents one or more activities One of the steps for placing an ad in a magazine might be to contact the magazine s advertising department to buy the ad space e Activities Activities are actions that form the smallest building block in a campaign Once a step is started each activity is turned into a scheduled Hotlist task in Maximizer An activity in contacting the magazine s advertising department for example might be to make the initial phone call to get pricing information e Roles Roles are the known influences caused by people that affect the probability of marketing your product or service For placing an ad one of the roles would be your contact person at the magazine s advertising department Steps and Activities in Traditional Campaigns Some steps may be so simple that there is no need to break them down further In most cases however you will find it easier to develop a campaign template that works if you first define the major steps and then break down each step into a series of activities that you can schedule and assign to marketing team members Each activity is assigned to a single user or delegated to a
164. Custom_Independent record an Address Book entry an Opportunity etc It is created at database creation time and contains a number of pre defined columns including Client_Id Client_Number of the parent record It is always synchronized by MaxExchange except on a refresh in which case child records are synchronized only when the parent record is synchronized It also synchronizes associated notes documents and user defined fields when the parent record is synchronized For more information on using custom third party tables refer to the Customization Suite documentation Chapter 16 393 MaxExchange Remote Synchronizing Opportunities and Campaigns Address Book entries with opportunities assigned to sales team members are synchronized to remotes even when corresponding companies are not normally synchronized to those particular remotes i e the Address Book entries are not assigned to the corresponding distribution group Synchronization of Address Book entries also occurs when a competitor or partner of an opportunity is assigned to a Address Book entry other than the Address Book entry with which the opportunity is associated When a Contact is assigned to an opportunity on the Basic Information tab of an opportunity the Contact is not synchronized unless the Contact s Company or Individual entry is assigned to a distribution group Single user opportunities are synchronized with only the remotes that created the opportuni
165. Details of the rule Name Lead Status Description Full access Public x Criteria of the rule Match entries using this field Lead status El Match entries using the following criteria Lead status Unknown Move Up M Read access Public z a e Chapter 4 103 Applying Coloring Rules You can apply any existing coloring rule to the current list in the Address Book Opportunities Customer Service or Hotlist window In the Customer Service window the text color of overdue cases is always red regardless of the text color assigned by the coloring rule However the background color of overdue cases matches the background color assigned by the coloring rule gt To apply a coloring rule On the Setup tab select Coloring Rule from the Display group The Coloring Rules dialog box opens A Select an existing coloring rule and click Apply Coloring Rules E Defined rules Not using a rule Add Do not solicit b Mead statis Properties Save As Delete Apply Close Description 104 Maximizer CRM 11 User s Guide CHAPTER Notes and Documents Store Notes and Documents in your Address Book In this chapter Notes on page 106 Journal on page 110 Documents on page 112 Maximizer Word Processor on page 114 Merge Fields on page 118 Microsoft Word and Corel Word Perfect
166. Entries s 0008 41 Maximizer CRM 11 User s Guide Chapter 4 Converting Individuals to Companies and Contacts to Individuals 42 Recording Relationships with Related Entries ceceeeseeeeeeeeees 42 Territory Management cccccccceeeeeeeneeeeeeeeeeeeeeeeeeaeeeeeeseeaeeeeeeeeeeeeeeeeetee Setting Up Territories Assigning Territories Aligning Territories ccccccceessseeeesseeeeeeees Drawing Maps of Address Book Entries Phoning Address Book Entries cccccccceeseeeeeeceeeeeeeeeeeeeeaeeeeeeeeeeeeeeeeeeeeaeen Logging Phone Calls with Address Book Entries Setting Up Automatic Dialing cc cccesscesssceesetteeeseees Organizational Charts cccsceeeees Modifying Organizational Charts Organizational Charts for Maximizer Users Maximizer Entries iasaiten anda aeaii aces teste site ses diaaa aaia 57 User Defined Fields ccccccccsscccsseecesseecessceceseeeeessseecesaeecesseeeesseecesseeeessees 58 User Defined Fields Following WindOW c cccscsesscsseestessteesseeesnees 59 User Defined Fields Tab ccsccccesccesseeees Types of User Defined Fields Working with User Defined Fields Mandatory System and Key Fields Setting Up User Defined Fields cccccscccssecssscssecsesssresseeesseesseessseesseeeaes Sorting User Defined Fields ccccccscccscessseesseeesssesseeesseesseesseesseessees Creating Folders fo
167. Explorer you must add the Maximizer Web Access server to the Trusted sites zone with the security level set to Medium low 272 Maximizer CRM 11 User s Guide gt To configure Internet Explorer to use Maximizer Web Access In Internet Explorer select Tools gt Internet Options and select the Security tab A Select the Trusted sites security zone and click Sites If necessary clear the Require server verification https for all sites in this zone checkbox 4 Enter the URL for the Maximizer Web Access server and click Add Trusted sites x5 P You can add and remove websites from this zone All websites in this zone will use the zone s security settings Add this website to the zone Websites https maximizer server com Require server verification https for all sites in this zone Close 5 Click Close Maximizer Web Access is added to the Trusted sites security zone g With the Trusted sites zone still selected click Custom Level In the Reset custom settings area select Medium low from the Reset to drop down list 8 Click OK to save the changes in the Security Settings dialog box and click OK again to save your Internet options Navigation Tips Chapter 11 273 Maximizer on the Web Because Maximizer Web Access runs inside your browser you navigate its pages the same way you navigate a website Here are some tips for navigating Maximizer Web Access e To move back a page
168. Float DateTime DateTime DateTime DateTime Float Integer String DateTime DateTime Integer Integer Len Foreign Table Ref 9 AMGR_OMS_ Object Step_lId 12 AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Description and Rules Reason why the campaign was completed abandoned or suspended Only the Campaign Leader user can modify this field 0 Campaign still in progress Not applicable to campaigns Always 0 Campaign budget Revenue expected from campaign once it is successfully complete Only the Campaign Leader user can modify this field Start date of the automated campaign Not applicable to campaigns Actual close date of the campaign Must be greater than Start_Date Only the Campaign Leader user can modify this field Close date specified by user Date and time when campaign was last modified stored in Last_Update_ Date Actual revenue generated by the campaign Applicable only if Status Not applicable to automated campaigns Not applicable to automated campaigns Not applicable to automated campaigns Appendix B 511 Crystal Reports Database Views Tables Reference Table 12 AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Field Name Dynamic_Team Opp_Type Comment Completion_ Comment Last_Update_Date Updated_By_Id TestStatus Last_Opp_lId Cont_Client_Id Cont_Cont_No NextAction NextActi
169. Full access Lou Jones Read access All users Access to Hotlist Full access Lou Jones Read access All users Preferences Joe Napoli nS Transter Envelopes Labels Reports Email Outlook Synchronization Printing to HTML Diagnostic Overview Page System Defaults Logging Format Calendar Hotlist Dialing Default settings Options Ignore conflict checking Ignore all alarms and notifications Add nodify multi user appointments Do not display holidays Carry forward unfinished activities V Show non work days in weekly view Suppress Follow up activity prompt Include Address Book entries in appointment email reminders V Show week numbers First week of year Starts on Jan1 Email appointment notification Ask v Work days a E 1 Sunday 7 2 Monday V 3 Tuesday 4 Wednesday 7 5 Thursday VJ 6 Friday 17 Saturday ok Cancel Apply 144 Maximizer CRM 11 User s Guide Action Plans Action Plans are lists of pre determined appointments and Hotlist tasks that can be scheduled all at once Each appointment or task is scheduled to occur a specified number of days before or after the Action Plan start date Action Plans can be scheduled as personal appointments and tasks for Maximizer users or scheduled for Address Book entries opportunities customer service and campaigns The following topics contain information on working with Action Plans Creating Action Plan Te
170. Items in User Defined Fields You can change the properties of existing items in table or yes no user defined fields For yes no user defined fields you can specify one of the items as the default value that is automatically set for the field in all new entries gt To modify an item in a user defined field On the Setup tab select User Defined Fields or In the User Defined Fields following window right click and select Set Up User Defined Fields The Set Up User Defined Fields dialog box opens Select the table or yes no user defined field and click Items Double click the table or yes no user defined field The Set Up Items dialog box opens Double click the item you want to modify Select the item and click Modify Modify the properties of the item For yes no user defined fields you can select Default value to set this item as the default value for the field Click OK Chapter 4 69 gt To modify an item in a table user defined field from the User Defined Fields following window Select the User Defined Fields following window A Double click the table user defined field that contains the item you want to modify The Table Values dialog box opens Select the item you want to modify and click Modify 4 Modify the properties of the item and click OK 70 Maximizer CRM 11 User s Guide Formula User Defined Fields When you create a new or modify an existing formula user defined field you can cl
171. Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Client_Id String 23 AMGR_Client Not applicable Contact_Number Integer 4 Client_Id Contact_ Not used Reserved for future use Number Always 0 Opp_ld String 24 CMGR_Auto_ Unique identifier of an automated Campaign_ campaign System generated Accounts CampID Opp_Number Integer 4 Always 0 Comp_Client_Id String 24 AMGR_ Not applicable to campaigns Opportunity_Link Comp_Cont_No Integer 4 Client Id Contact Number Owner_lId String 11 Team member that is chosen as the Opportunity Leader If Team ID is equal to 1 no team is assigned i e this is a personal opportunity then it defaults to the Login ID Strategy_Id Numeric 9 ProgID of the automated campaign Team_lId Integer 4 Always 65535 OxFFFF single user Mandatory field Status Integer 4 Status of the campaign 0 New 1 In progress 2 In progress new 3 Completed 5 Abandoned 6 Suspended Name String 80 Name of the automated campaign Objective String 254 Name of the template used for the campaign 510 User s Guide Table 12 Field Name Reason_ld Probability_Closing Cost Forecast_Revenue Start_Date Estimated_Close_ Date Close _Date Last_Modify_Date Actual_Revenue Record_Id Creator_ld Create_Date Suspend_Date Days_Suspended Dynamic_Strat Maximizer CRM 11 Data Type Numeric Integer Float
172. M 11 User s Guide Maximizer on the Web Maximizer Web Access Partner Access Customer Access Wireless Access Maximizer s web access sites give remote users access to the central Maximizer database via the web Maximizer Web Access is a browser based application providing you with the functionality of Maximizer from anywhere in the world You can work with Address Book entry information notes calendar appointments Hotlist tasks user defined fields opportunities automated campaigns customer service cases knowledge base articles and Company Library documents e Reporter improves your marketing and selling campaigns by reporting on the success of your current and past strategies Reporter provides you with several report templates allowing you to produce impressive results in just a few seconds e Dashboards are part of Maximizer and Maximizer Web Access and can be used for monitoring the activity occurring in your company The information you see in dashboards is generated in real time so you have an up to date view of the activities taking place in Sales and Marketing Information such as how many opportunities are in the funnel and your daily revenue from online purchases can be accessed instantaneously Partner Access is a browser based application providing a two way flow of information between your organization and its business partners This allows for a multi tier distribution group to effectively distribu
173. Maximizer cRM11 User s Guide Maximizer Software Simply Successful CRM Notice of Copyright Published by Maximizer Software Inc Copyright 1988 2010 All rights reserved Registered Trademarks and Proprietary Names Product names mentioned in this document may be trademarks or registered trademarks of Maximizer Software Inc or other hardware software or service providers and are used herein for identification purposes only Applicability This document applies to Maximizer CRM 11 software Maximizer Software Address Information Corporate Headquarters Americas Maximizer Software Inc 1090 West Pender Street 10th Floor Vancouver BC Canada V6E 2N7 1 604 601 8000 phone 1 604 601 8001 fax 1 888 745 4645 support info maximizer com www maximizer com Knowledge Base www maximizer com knowledgebase Europe Middle East and Africa Maximizer Software Ltd Apex House London Road Bracknell Berkshire RG12 2XH United Kingdom 44 1344 766900 phone 44 1344 766901 fax info maximizer co uk www maximizer co uk Asia Maximizer Asia Limited 17 F Regent Centre 88 Queen s Road Central Central Hong Kong 852 2598 2811 phone 852 2598 2000 fax info maximizer com hk www maximizer com hk Australia Maximizer Software Solutions Pty Ltd Level 10 815 Pacific Highway Chatswood NSW 2067 Australia 61 0 2 9957 2011 phone 61 0 2 9957 2711 fax info maximizer com au www maximizer
174. Maximizer CRM 11 User s Guide From Prospects to Leads to Repeat Customers You are a growing company looking to take your organization to the next level To reach this goal and create long term profitable relationships with your customers you need a cost effective flexible Customer Relationship Management solution to keep all your departments working together effectively Designed for small and medium sized businesses Maximizer CRM 10 5 integrates sales marketing and customer service tools enabling all customer touch points in your organization to face customers and prospects professionally through one voice Throughout the customer life cycle as prospects from marketing are turned over to the sales department and customers are passed onto service departments Maximizer CRM makes it easy for your staff to share information communicate with customers through multiple channels and organize individual and team efforts Making your customers feel like king and giving you an edge over your competitors After all gaining new customers and retaining satisfied ones is what improving the bottom line and growing your business is all about Sales Save Time Close More Sales Maximizer CRM enables your sales staff to manage track communicate and report through all phases of the sales cycle to help them work more efficiently and close more sales Only Maximizer CRM enables you to view the big picture of your customers as well as t
175. Maximum entries you would like to be returned for previously defined searches Maximizer CRM 11 User s Guide El Click OK to start the search Search by All Fields es Match entries using the following fields contract Expiry April 1 2009 TO June 30 2009 Column Setup Add Change Remove Not Equal Search condition Find matching Modify current entries list Leads options Must match all Z Companies C Add search results to list C Entries that are not leads Allentries Match one or more IV Individuals Narrow list 4 C Leads Contacts Replace list with search results My leads only Maximum entries 1000 xz Last Search Catalog Cancel Saving Searches in the Search Catalog You can save values in the Search by All Fields dialog box to the search catalog to retrieve at a later time While saving the search you can select a column setup to display automatically whenever the search is retrieved While setting up the search criteria you can specify generic values in your searches to make them reusable for different users and at different times For fields that take Maximizer users as values you can specify the current user as the value of the field For date fields you can specify values in relation to the current date such as today next month and current fiscal quarter Each time the search is run values for the current user and values relative to the current date are
176. Mid First Last 7 This example returns the text starting at the 7th position in the field In this case it returns Last Searches a string for text and returns the position of the text in the string Syntax Search SearchString Alphanumeric Startint Parameters Parameter Data Type Description SearchString String The text to search for in the string Alphanumeric String The string to search through StartInt Integer Optional The starting character to search 74 Maximizer CRM 11 User s Guide Substitute Text Example Search Wine Company_Name This example searches for the text Wine in the company name and returns the place in the name where the text starts as an integer Substitutes existing text with specified text This function returns the entire string containing the new text Syntax Substitute Alphanumeric OldText NewText Parameters Parameter Data Type Description Alphanumeric String The string containing the text you want to change OldText String The text you want to change NewText String The text substituted into the string Example Substitute Address St Street This example returns the address with the abbreviation St substituted with the text Street Converts a numeric value to a string You can then use the other alphanumeric functions to manipulate the returned string Syntax Text Number DecPlace Value Pa
177. Name field to match entries C Use this user defined field to match entries Lead handling Client ID generation Use values from the import file Follow system setting Import all entries as leads C Always system generated Import all entries as nonteads Use values from the import file OK Cancel Maximizer imports the data and then displays the number of records inserted updated and failed for each record type Click OK to close the message box The MaxExchange Distribution Field and XML Import When importing the MaxExchange Distribution field from an XML file if the destination Address Book hasn t created the field already a version of this field will be created in the Address Book during the XML import but it will not be the system MaxExchange Distribution field and therefore will not work with the MaxExchange product If your XML file contains the MaxExchange Distribution field please ensure that the destination Address Book has created the field already For information about creating the MaxExchange Distribution field refer to the Maximizer CRM Administrator s Guide This measure will ensure proper MaxExchange distribution in the destination Address Book Also if the name of the MaxExchange Distribution field has been changed in the XML file you must rename the field in the destination Address Book to match the name in the XML file before importing it Chapter 17 435 Importing Knowledge Base Ar
178. Reseller Info Business Partner Level Reseller Type Customer Profile Discount Levels Wine Preferences PRP J H E Notes 5 User Defined Fields G Combined Partner and Inte a 3 Value s 5 657 000 00 Silver Reseller Bar Pub 12 Partner Sales YTD 157 000 00 Documents 43 Address Book OrderDesk Show blank fields Show hidden fields 60 Maximizer CRM 11 User s Guide User Defined Fields Tab You can access user defined fields for open Address Book entries opportunities campaigns and customer service cases from the User Defined Fields tab of the dialog box for the entry The folders and field names appear in a list on the left and the field values appear on the right All The Best Spirits a ay E Favorite List 4 Actions 3 Preferences View Basic Information User Defined Fields Activities Field Value s New Field User Defined Fields a J Fields for All The Best Spirits 1A UsealternateForm 4 EX Combined Partner and Internal Sales 2010 Campaigns and Sales E Received 2010 Email Campaign Yes F Accepted Winter Promotions Yes GS Sales 5 Lead source a Lead status Primary Interest As an agent distributor FE First Contacted Date 12 Annual sales 975 000 00 FE Last visit Marketing Customer Service Partner Retail Reseller Info
179. The dialog box for the new Contact opens Some fields are populated with values from the Company or Individual entry 38 Maximizer CRM 11 User s Guide Enter the basic information about the Contact including the name position and department And specify any additional information that differs from the Company or Individual entry 4 Click OK to save the entry Adding Address Book Entries from Email The document name cannot contain the following characters lt gt You can create Address Book entries from email messages in the Email window Email messages are automatically saved as documents for the new Address Book entries You can create Companies Individuals or Contacts with Companies from email messages You can also create entries as sales leads gt To add an Address Book entry from an email message In the Email window select the email message A On the Home tab select Address Book Entry from the Create group Right click and select Create a New gt Address Book Entry Select the type of Address Book entry and click OK 4 Enter the details for the new entry and click OK to save the entry The Save Document dialog box opens 5 Enter properties of the document including the name owner category and description g Click OK to save the email message with the Address Book entry Chapter 3 39 Access Rights for Address Book Entries The Select Users for Full or Read Access dialog b
180. You can also open a topic by double clicking it 4 Shortcuts link you directly to more information about what you are doing in the Contents Help C Maximizer CRM enmon 1 E Bj Hide Back Contents Help Type in the keyword to find Calendar Weekly View appointments 1 The Calendar window s weekly view cape a List Topics calendar of your time sensitive for the week You can add a new update an Select Topic to display Femina or delete a range na Activities Filter To quickly navigate from one week to the next in the Add Follow Up Task daily calendar view use the calendar arrow buttons Add Plan Template located in the upper left section of the window You Add Modify Plan Appointment can also navigate from day to day and month to Address Book Entries Add Modify Appoint month using these buttons when in the daily or Appointment Add Modify Appointment monthly calendar views Appointment Alarm Appointment Options Learn more about the Calendar window ass Rosas lees sist you with scheduling color bars indicate the Calendar Daily View idees and booked resources locations for the Calendar Monthly View E Efeiintes Note that this includes each of the Calendar Weekly List View users and resources locations you have selected for Calendar Weekly View 2 your Calendar window these users and resource are Calendar Book Fonts shown in the Calendar Users section Calendar Hotlist Preferences
181. a Retrying an Unsuccessful FTP Connection Connecting by Dial Up Using FTP cccccccsseceeeeseeeeseeeeeeseeeesseeeeees Changing Your MaxExchange FTP Password cccssceeesseeseeeeeees 410 Email Transport Method cccsccccsececeseeeeeeeeeeeeeneeceeaeecscaeesseaeeeeeeeeseeeees 411 Changing Email Preferences pisinn aa 411 Changing Email from LAN to Dial Up or Vice Versa ccssccsceeeees 413 Setting Scheduling Options for Dial Up Email csscseseeseenees 413 Troubleshooting LOGS ccsssccceseceeceeeeeseeeeeeeeneeeeeeeeeseneeseeneeeseneeeseeeeses 415 Maximizer CRM 11 User s Guide Chapter 17 Chapter A Setting Up the Troubleshooting LOgS cc ccccsecceeeeeeeeeseeteeneeeeees 415 Checking the Troubleshooting LOQS ccccccceessceeeeeteeeeseeeeeeneeeeeee 416 Administration for Maximizer cccccsssesssesseesseeeeeesnees Backing Up Address Book Data ccc ccccscceeseneeeeeeeeeseeeeeeeneeseneeesseeeeeans Quick Backup Backing Up the Dictionary and Holiday Files Exporting Address Book Data eeceeceesceeseeseeeeeseeeeeeeeeeeneeees Exporting Address Book Entries in XML Format Exporting Address Book Entries in Text Format Selecting Fields for Exports sccscciesiascchvaa ve dads sates e a r R Exporting Customer Service Cases Exporting Knowledge Base Articles Importing Address Book Data cceesee
182. a complete list of available merge fields to include in the email templates see the Insert Merge Field dialog box in the Maximizer Word Processor Press F1 when a field is selected to view its description Commonly used customer service merge fields are described below e My_Name Full name of the logged in user first name initial and last name e My_Company Name of the logged in user s company e CS Case_Number Case number e 6 CS Client_Name Name of the associated Address Book entry Company or Individual e CS Contact_Name Name of the Contact associated with the case Because this field is not mandatory in customer service cases a value may not display in case notification emails e CS Subject Case subject 260 Maximizer CRM 11 User s Guide CS Assigned_To Name of the user who the case is assigned to Applies to case assignment or escalation emails only CS Resolved_By Name of the user who resolved the case Applies to case resolution emails only CS Resolved_Date Date when the case was resolved Applies to case resolution emails only CS Resolved_Time Time when the case was resolved Applies to case resolution emails only Case_Solution Knowledge base article number associated with the case resolution Applies to case resolution emails only Case_Solution_Note Notes from the Solution Notes field in the Solution Information amp Billing tab of the Cas
183. age saying the connection was successful 4 Click OK to close the message 22 Maximizer CRM 11 User s Guide Lists of Entries After selecting the column to sort by you can quickly move to an entry by typing the character s with which the entry starts For example to reach an entry called Seismic Explorations type se Types of Entries Maximizer is list based You can customize the information listed by changing the column setup saving a Favorite List or using a view filter In some windows you can tell how many entries and what types of entries are displayed in the current list by reading the title bar An important part of viewing information in a list based window is sorting your list by different columns By clicking on a column title you can re sort your list by that column If you click the column title again the list sorts in reverse order Sorting entries by column works from left to right For example if you sort by a column that contains the City Town field entries with the same city town will be sorted by the next column to the right If you wish to change the order of the columns change the column setup Filters are available for every window that has a View bar Filters control the type and amount of data you want to see at any given time Filters contain options that are specific to the type of data that is displayed in each window The following sections contain additional information on
184. ageaeectacdeasetensseopucschacdvelecselenduvbadhones 335 Adding Income and Expense ACCOUNTS cccsccceeeceeeseneeeesteeeeseeeees 336 Recording Income and Expenses cesceeseeeeseeeeeeteeeeeseeeseeeeeeeeeeeaes 337 REPOreiinG iaseicscetincescadcncactise diva ventancdiaasaeiecae ensdaeesdccenausesdesenses 339 DashbOards EEA SE E AE EE EAE EA A ESEE P E E 340 Viewing Dashboard 25 2 cise cverscesesceiesticdapsvenessnansenchectapsevostteaganeceateaeees 340 Setting Up Dashboards c cccccsccceseneeceeeeeeeeeeeeeeaeeeeseeeeseeeeeeseeesees 341 Creating Dashboards ccccccccsscceessneeeeeeeeeseneeescaeeeseeeesceeeesnseeesaees 342 About Indicators cf cates eens eee daa 343 Adding Indicators to Dashboards ccc ccccesceeeseeeeeeeeeeesseeeesneeeees 346 Customizing Indicator CONtrOIS ccesecceeeeeeeeceeeeeeeeeeseeeeteneeeeees 350 Moving and Resizing Dashboard Indicators cccssceeeerteeeeees 351 Modifying Dashboard Properties c ccssccssseessesssecessesssessteeeseeesaes 352 Importing Dashboards cccceeceeseeeeseeeseeeseeeeaeeeeeseaeeeaeeeeeeeeaeeeneeenaes 352 Crystal Repor S e re a elantepesestabeedastavteuneeteadeavesscdessenieatedelvatierys 354 Launching Crystal Reports cccssceceeceeeseneeeeeeeeeeeeeeeesueessseeeeesneeees 354 Creating and Accessing Corporate Reports ccssccesesceeeseneseeees 354 Creating and Accessing Personal Reports ccs cccsssce
185. ager user role to Seress rjiotateniplales On the Setup tab select Template Library gt Quota Templates from the File Management group E click aaa Specify a name for the quota template 4 In the Quota field enter the total amount of the quota for the fiscal year 5 In the Fiscal Year drop down list specify the year that the quota applies to the beginning of the fiscal year 6 Under Milestones select Month or Quarter as the milestones is set in Administrator in the fiscal year By default an equal percentage of the quota is applied to each milestone To modify the percentage applied to a milestone select the milestone click Modify and enter the new percentage If you modify the percentage for one milestone you must modify all other milestones so that the percentages add up to 100 200 Maximizer CRM 11 User s Guide Applying Quotas El Click OK to save the quota template New Quota Template E Options Name Quotas for East Sales group Team Territory Leader Quota 600 000 00 fl Fiscal Year 2009 2i Full access Public z Read access Public x Milestones Month C Quarter Milestone of Quota amount Modify January 10 00 60 000 00 February 10 00 60 000 00 Z March 10 00 60 000 00 April 10 00 60 000 00 May 8 00 48 000 00 alune RNN AR NNN NM Total of Quota amount 100 00 600 000 00 Description You
186. ages as notes or documents with Address Book entries You can send email to Address Book entries in Wireless Access from open entries or from the list of entries after performing a search or retrieving a Favorite List gt To send an email message to an Address Book entry In a list of entries click on the email address next to the entry You can choose only the main email address for the entry Found 3 records amp Dolton James amp Johnson Ed 624 501 8220 escona maximizer co amp Torres Martha 624 6 1 8209 escona maximizer com aR Bas ow or In an open entry click on an email address You can choose any email address that s specified for the entry Actions hd of Contact Information Full Name Dolton James Position General Manager Company ABC b S Ine Main Fax Mobile Main Home The Send Email page opens By default the current Address Book entry s email address is included in the To field A To add additional Address Book entries click the To Cc or Bec button and search the Address Book e Inthe Search by drop down list select Last Name or Company e Inthe Search for field enter the text to search for then click Search 294 Maximizer CRM 11 User s Guide Your logging options for email must be enabled for notes in your user preferences in Maximizer Preferences gt Logging tab for the logging op
187. aigns help you and your colleagues promote your company and manage complex marketing campaigns With automated campaigns you can broadcast your marketing message to anyone in your Address Book A campaign can reach out to your entire Address Book or to a group of entries by email fax or print Traditional campaigns allow you to coordinate your marketing team for a common goal producing an ad in television radio or print Step 5 Activity 5 Step 4 Activity 4 Step 3 Activity 3 Step 2 Activity 2 LAS Step 1 Activity 1 in in OA Pre One Cee Cee Pcl ial OR R Cee a rs Traditional Campaign Template Automated Campaign Template A traditional campaign template provides a strategy for your You can send out automated campaign message by email teams that can be reused many times for various marketing fax or printed document An automated campaign campaigns template defines when and what is sent and can be reused for many automated campaigns Tracking campaigns helps you define and strengthen your marketing methodology As a marketing team you define campaign tem
188. ake changes and incorporate any additions X Finish November 7 2007 SEES gt Cost 51 500 00 Activities IZ Show follow ups also Show activities for Everyone v Modify Show done also Member Contact Role Start Date ibe Holy Maletng Canpairs October 25 2007 5 Select the team member to whom you are assigning the activity and select the role and Contact with which the activity is scheduled and click OK to save the change 216 Maximizer CRM 11 User s Guide This activity is scheduled with this role and contact Role Marketing Campaigns Assistant No Assigned Contact Team member responsible for completion Name Bilie Holly 6 Click OK to close the step Applying and Working the Steps in Traditional Campaigns After you have delegated the activities to team members and Contacts you can begin working through the steps of your campaign and marking each Hotlist task as complete gt To apply and work the steps in a traditional campaign Select the traditional campaign A On the View bar select the Marketing Steps Summary icon or On the View tab select Steps from the Review group Select the step click Apply and specify the start date of the step Activities appear in the Hotlist as soon as the step is applied 4 After applying a step double click the step or click Work The Work button is not available un
189. ampaign start date Start time 5 00 00 PM Message body Name EsconaPromotion html Select Message Body File Modify Logging options T Log successful activity to Address Book entry notes V Log unsuccessful activity to Address Book entry notes Speling OK cance Apply 5 If you are adding a print or fax activity click OK and continue through the campaign template wizard to finish adding the activity to the campaign template If you are adding an email activity continue with the remaining steps 6 Select the Email Addresses tab and specify the email addresses associated with the message e The sender s name and email address are visible in the email message e The reply to name and address are used when email recipients reply to the email message e The Cc and Bec fields define a carbon copy or blind carbon copy recipient Use these options to send a copy of the email message to someone in your company as well as to the targeted recipients e Use the Include in all the emails or Include in the first email only options to specify that the cc and bcc recipients receive the message for each Address Book entry or for just the first Address Book entry in a batch Chapter 9 223 Select the Attachments tab and click Add to add any attachments to the email message EJ Select the Landing Page URLs tab and specify up to five landing page URLs in the email message If you in
190. ampaigns The Campaigns window also allows you to record a marketing campaign without a campaign template Without a campaign template a campaign simply records the campaign s goal and allows you to assign a marketing team to achieve the goal No activities or steps are defined to help your team to achieve the goal You can use this type of campaign for simple marketing campaign objectives Use automated campaigns when you want to have Maximizer automatically send out email messages faxes or printed documents on a pre defined schedule An automated campaign is very useful if you want to inform customers of a new or upgraded product that you are marketing encourage a repeat visit to your company s website or even just to keep in contact with the customer You can include merge fields in your outgoing campaign media so all recipients get messages that are customized with their names companies or any other fields in their Address Book entry information You can broadcast email to any number of Address Book entries to support your marketing campaign Ask your Internet Service Provider if there is a limit on how many email messages that can be sent concurrently You can control the cycle time check in the automated services preferences in Administrator Select File gt Preferences and select the Automated Services tab 204 Maximizer CRM 11 User s Guide Automated services are not available for MaxExchange Remotes
191. and customer service tools into one affordable solution Maximizer CRM helps organizations realize their primary customer management goal of having many profitable and satisfied customers Throughout the customer life cycle as prospects move from the marketing department to the sales department and as customers are passed onto service departments Maximizer CRM enables an organization to communicate with its customers through multiple channels to share information and to organize individual and team efforts Maximizer CRM is a complete software solution that brings together elements of CRM enterprise contact management marketing automation rapid website development wireless access and other related applications to meet the sales marketing and customer service challenges of modern businesses e Managing your company s lists of Companies Individuals people not associated with a Company and Contacts people associated with a Company or Individual e Keeping track of your scheduled appointments and tasks e Pursuing a sale using a structured sales strategy and team based selling e Managing customer service and your knowledge base operations e Promoting your product through traditional and automated campaigns e Sending letters faxes or email messages to one or many recipients e Managing incoming orders and inquiries from your online catalog payment refunds shipping and reporting e Organizing and accessing y
192. and find out who they are Gathering relevant customer information is a key component of successful marketing and ecommerce initiatives With the creation of meaningful graphs and charts on your Address Book data you benefit from complete detailed intelligence to evaluate the performance of your business Primary Interest in Escona Wines No of Entries IB As an agentidistributor E Corporate gift or occasion Personal gift or occasion To sellin a restaurant bar When you graph your entries you generate the graph using the entries listed in the Address Book or Opportunities window For example if your Address Book window currently lists all Address Book entries between A and M only those entries will be graphed 362 Maximizer CRM 11 User s Guide Once your list contains the entries you are trying to graph choose the Graphing command from the Tools tab to begin the process of constructing your graph You can graph any table or date field in your Address Book such as City Town State County Province Opportunity Status to name only a few and any table or date user defined field Opportunities by Status I In Progress Lost Il Suspended Won Maximizer creates graphs and charts for all kinds of purposes You can print your completed graph from Maximizer or save it as a high quality image file that you can use in documents and presentations If you often create the same type of graph you can
193. and leader 6 Work through the remaining tabs entering the opportunity s details including the user defined fields strategy competitors partners and status Click OK to save the opportunity Atlas Food Inc Get Escona on Wine List amp 2 b Monitoring E B gt Probability 15 Basic Information User Defined Fields Sales Plans Competitors Partners Status Contact Martinez Daniela A Company Individual Atlas Food Inc Opportunity description Objective Get Escona on Wine List Products Services Chardonnay Pinot Blanc Pinot Gris Riesling Zinfe Categories California Description Opportunity for Escona to be added to their wine list season Opportunity Analysis Stage Make Initial Contact Key Fields for General Opportunities X Region West Store size Under 2 000 square feet Wine Preference Number of Retail Lines 3 5 Number of Distributors Confidence rating Warm Z Opportunity details Status In Progress Start date March 19 2010 5 Close date Next action Revenue 0 00 Cost 0 00 Sales team West Coast Sales Leader Joe Napoli Team Leader Denotes required field ol Sales Teams Sales Team Members Chapter 8 185 Maximizer offers you the ability to assign an opportunity to any sales team your system administrator has set up in Administrator Teams allow you to delegate individual activities of the opportunity
194. and learn for CS8S st March 24 2010 Celine Dancer Joe Denotes required field speling More gt gt cancel 148 Maximizer CRM 11 User s Guide Viewing Activities for Entries You can access all appointments and Hotlist tasks scheduled for specific entries directly in open entries Appointments and tasks are displayed in the Activities tab for Address Book entries and customer service cases in the Sales Plans tab for opportunities and in the Marketing Plans tab for campaigns If activities are scheduled for opportunities and customer service cases they are also listed in the associated Address Book entries You can also add and modify activities directly in entries gt To view activities scheduled for an entry Open the entry A Select the Activities Sales Plans or Marketing Plans tab If necessary select Show activities 4 Optionally select Show appointments or Show completed activities to view more activities scheduled for the entry You can also filter the activities displayed for the entry You can choose to view only Action Plan activities And you can filter activities by date and user To add modify or delete activities for the entry click More Albert s Steak House ee iy Favorite List E 3 Actions v 3 Preferences View Basic Information User Defined Fields Activities Action Plan options
195. and roles You then use these elements when you add a traditional campaign template to the library In the Traditional Campaign Template Library you add all of the components of the campaign start with the Roles tab and finishing with the Steps tab Then you construct the campaign template in the Templates tab pulling together the various components into one template After you have designed a traditional campaign template you can then apply it to any new traditional campaign that you create gt To create a traditional campaign template On the Setup tab select Template Libraries gt Traditional Campaign Templates from the File Management group 2 Click Add and enter a name for the template Use the other buttons to copy Save As rename or delete campaign templates Fill in the general description for the campaign template The cost and duration are automatically calculated from the cost and effort of the activities 4 In each tab construct the different template elements in the campaign e Inthe Roles tab enter the roles in the campaign e Inthe Activities tab enter the activities in the campaign You can assign each activity to an existing role e Inthe Steps tab enter the steps in the campaign You can assign existing activities to the steps 210 Maximizer CRM 11 User s Guide 5 In the Templates tab click Steps and assign the steps to your new campaign template 6 Click Roles and assign the roles t
196. ange server you can set a schedule for processing and sending the updates You can set up MaxExchange Remote and your email connection to automate the process of dialing into the email system and sending and receiving central Address Book updates When you set up an automatic dial up schedule you do not need to see MaxExchange Remote again until you want to change its settings You simply set your email application to automatically connect using the same schedule you set for MaxExchange Remote For more information about scheduling email connections see the documentation for your email program Remote dial up scheduling can be used only when the following conditions are present e Email is the Active Transport Method for your MaxExchange data transport e The third party email program you employ has its remote email client driver set When dial up email is not installed the Edit gt Remote Dial Up Preferences dialog is unavailable 414 Maximizer CRM 11 User s Guide gt To set remote dial up scheduling options Select Edit gt Remote Dial Up Preferences A In the Remote Dial Up Preferences dialog box select the Enable Remote Dial Up checkbox Remote Dial Up Preferences x r Processing amp communication times ok Pre connect processing time 1 00 AM Communications time 2 00 AM Cancel Post connect processing time 3 00 AM In the Pre Connect Processing Time field type the time at which you w
197. anizer Click the Maximizer button and select Print gt Custom Report On the Home tab select Email from the Write group Click the Maximizer button and select Import Export Transfer Then under vCard select Import Click the Maximizer button and select Import Export Transfer Then under vCard select Export Click the Maximizer button and select Import Export Transfer Then under vCard select Send In Maximizer CRM 10 5 select File gt Set Up User Defined Fields Preferences Users Security Groups and Teams MaxMobile Administration Libraries gt Strategy Library Libraries gt Action Plan Library Libraries gt Automated Campaign Templates Libraries gt Traditional Campaign Templates Import gt Address Book Entries Import gt Knowledge Base Articles Import gt Advanced Import Import gt Vertical Templates Export gt Address Book Entries Export gt Customer Service Cases Appendix A 451 Maximizer CRM 11 Ribbon Interface In Maximizer CRM 11 On the Setup tab select User Defined Fields On the Setup tab select Preferences On the Setup tab select Manage Users from the User Management group On the Setup tab select Security Groups or Teams from the User Management group On the Setup tab select Administration from the MaxMobile group On the Setup tab select Template Library gt Strategy Library from the File Management group On the Setu
198. ant to create outgoing data packets for later transmission to the server 4 In the Communications Time field type the time at which you want the update data packets placed in your email outbox You must configure your email program to connect and send and receive mail separately You should set it to do so sometime later than the Communications Time 5 In the Post connect Processing Time field type the time at which you want MaxExchange Remote to process incoming data packets from the server to update your image of the central Address Book J click ox Chapter 16 415 MaxExchange Remote Troubleshooting Logs The following sections describe how to set up and view MaxExchange troubleshotting logs e Setting Up the Troubleshooting Logs on page 415 e Checking the Troubleshooting Logs on page 416 Setting Up the Troubleshooting Logs You can log MaxExchange Remote activity in troubleshooting logs MaxExchange Remote creates two logs for each synchronized Address Book a Packet Summary Log AddressBookName _packlog txt and a Remote Activity log AddressBookName _log txt both of which are text files located in the same directory folder as your MaxExchange programs gt To create logs Select Edit gt Logging Preferences A To log when data packets are received by your computer select Maintain Packet Summary Log information is saved in the text file AddressBookName _packlog txt To log detailed informa
199. appointment is being created User s response to appointment invitation 0 No response 1 User accepts appointment 2 Declined 3 Tentative response Cannot modify Unique recurring ID e 0 Not recurring e Other unique value Identifier for records belonging to a recurring appointment Frequency of recurring appointment 0 Daily 1 Weekly 2 Day of month e g first Monday 3 Monthly e g 14th 4 Yearly Table 4 AMGR_Appointments View Field Name Appt_Num_Occur Appt_Day_Of_ Week Data Type Len Integer Integer 2 2 Appendix B 489 Crystal Reports Database Views Tables Reference Foreign Table Ref Description and Rules Identifies relative day of recurring appointment e g second Tuesday Applies to weekly day of month and monthly appointments only Weekly appointments O Every__ 1 Every second ___ 2 Every third ___ 25 Every 26th __ Day of month appointments 0 Every 1st __ of the month 1 Every 2nd __ of the month 31 Every Last __ of the month Monthly appointments 0 First __ of the month 1 Second __ of the month 2 Third __ of the month 3 Fourth __ of the month 4 Last __ of the month Day of recurring appointment e g Friday Applies to weekly day of month and monthly appointments only Weekly and Monthly appointments 0 Sunday 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Sa
200. ar Returns the month as an integer from a date value Syntax Month Date Parameters Parameter Data Type Description Date Date The date from which to return the month Examples Month Date 2009 7 9 This example returns 7 for July as the month in the date value Month Creation Date This example returns the month that an entry was created Returns the year as an integer from a date value Syntax Year Date Parameters Parameter Data Type Description Date Date Date value for which to return the year Examples Year Date 2009 7 9 This example returns 2009 as the year for the date value Year Creation Date This example returns the year that an entry was created Numeric Functions Ceiling Chapter 4 79 Use numeric functions to manipulate numeric fields You can add the following functions to formulas using numeric fields e Ceiling Rounds a number up to the nearest integer or up to a specified number of decimal points e Floor Rounds a number down to the nearest integer or down to a specified number of decimal points e Round Rounds a number to the nearest integer or to a specified number of decimal points Rounds a number up to the nearest integer or up to a specified number of decimal points Syntax Ceiling Number DecPlace Parameters Parameter Data Type Description Number Decimal The numeric value to round DecPlace Integer Optional The number of decimal places to round up to
201. arketing Plans tab A Click the Show campaign option Select the activity you want to suspend click More and select Suspend To resume an activity once it has been suspended select the activity click More and select Resume Chapter 9 237 Reviewing Automated Campaign Activities Whe Set Counters button is available for only print and fax campaign activities You use the Opened and Clicked columns for tracking fax and print collateral customer responses Email activities cannot be reset as the count is updated dynamically You can review the status of automated campaign activities for each subscriber and retry activities that have failed gt To review campaign activities for a subscriber In the Address Book window select the Address Book entry for which you want to review activities A Open the Automated Campaigns following window Select a campaign right click and select Open Automated Activities List 4 If a campaign activity has failed select the activity and click Retry to perform the activity again 5 To reset the counters for print and fax campaign activities click Set Counters These counters are set up through merge fields available for email campaigns Automated Campaign Activities for ABC Wine Shop Inc Es Campaign 2010 Escona Wines Email Campaign Campaign ID 100315001080772238169M Automated activities Name Status Start Date Information Opened Clicked EM Pending 3
202. artner Access and Customer Access Chapter 11 271 Maximizer on the Web Maximizer Web Access You can access the sample Escona Tutorial Address Book using jnapoli as the user ID and maximizer as the password If you are using Microsoft Internet Explorer you should not run Maximizer Web Access in multiple tabs at the same time You can access Maximizer Web Access through the Start menu or by entering its URL in a browser gt To access Maximizer Web Access To access Maximizer Web Access through its URL enter the URL in any web browser The URL is set by your system administrator Typically the URL would look like the following http YourServerName MaximizerWebAccess Default aspx To access the site through the Start menu select Start gt Programs gt Maximizer CRM gt Web Access gt Maximizer Web Access A Select the Address Book you want to open and enter your User ID and password Your Company Logo Maximizer Web Access Log in to Escona Tutorial 3 User ID JNAPOLI Password jeeeesseee V Remember me Configuring Browsers for Maximizer Web Access Maximizer Web Access runs in Microsoft Internet Explorer and Mozilla Firefox For an up to date list of supported browsers visit the Maximizer website www maximizer com If you use Internet Explorer you may need to adjust your security settings to access the full functionality of Maximizer Web Access In Internet
203. ase you can select an Address Book entry or select an existing customer service case or opportunity associated with the Address Book entry gt A To add a customer service case Select the Address Book entry or an opportunity or case associated with the entry On the Home tab select Case from the Create group Drag the entry to the Customer Service following window Right click and select Create a Customer Service Case If necessary click the ellipsis button next to the Contact field to search for a Contact for the case The Contact can be associated with any Company or Individual in the Address Book and not only with the selected Address Book entry Specify the basic fields for the customer service case e Select the applicable Products Services and Categories for the case e Enter a Subject and a Description of the case Select a Key Fields list and select the appropriate key fields for the customer service case Key Fields are important user defined fields specific to customer service cases and are defined in the Key Fields preferences in Administrator Select File gt Preferences and select the Key Fields tab An unlimited number of Key Fields lists can be set up using up to eight customer service user defined fields for each list Specify the remaining case details e Inthe Follow up by field select the follow up deadline for the case e Inthe Case Owner field select the Maximizer user who is ultimate
204. ase HQ 00045 Nehrings Sendiks On Faulty Product Celine Dancer February 25 2010 2 29 F HO 00046 Nehrings Sendiks On Packaging defect March 17 2010 2 33 PM i Quick Info H 00047 Nehrings Sendiks On Ship error refund requested Celine Dancer February 16 2010 2 34 F Links H 00048 Nehrings Senciks On Training Request Joe Napoli February 22 2010 10 00 25 v 279 280 Maximizer CRM 11 User s Guide CHAPTER Wireless Access Access Maximizer from Wireless Devices In this chapter Wireless Access on page 282 Accessing Address Book Entries on page 285 Modifying Entries on page 290 Sending and Saving Email Messages on page 293 Accessing Opportunities on page 295 Accessing Customer Service Cases on page 300 Accessing User Defined Fields on page 305 Accessing Notes on page 306 Accessing Documents on page 308 Accessing Calendar Appointments and Hotlist Tasks on page 309 Accessing the Company Library on page 313 Using Favorite Lists on page 316 Viewing Dashboards on page 317 Setting Wireless Access Preferences on page 318 Creating Shortcuts to Wireless Access Sites on page 319 282 Maximizer CRM 11 User s Guide Wireless Access Wireless Access is installed as part of the Maximizer Components for IIS Check with your system administrator for further information Instructions for installing enabling and configur
205. asita to confirm reservation 17 02 2010 12 00 AM ar hotel for West Coast Wines trade 17 02 2010 12 00 AM Setting Up Dashboards Setting up a new dashboard involves the following tasks Set up searches or SQL metrics for your dashboard indicators For more information see About Indicators on page 343 A Create the dashboard using the Dashboard Wizard For more information see Creating Dashboards on page 342 Add indicators to the dashboard For more information see Adding Indicators to Dashboards on page 346 4 Customize the appearance of the dashboard indicators For more information see Customizing Indicator Controls on page 350 5 Resize and move the dashboard indicators For more information see Moving and Resizing Dashboard Indicators on page 351 342 Maximizer CRM 11 User s Guide Creating Dashboards You can create new dashboards from the Dashboards tab of the My Work Day window While creating the dashboard you can add multiple indicators to the dashboard The new dashboard is available to any user or group that you give read access to When you create a dashboard you have the option of publishing it to Wireless Access gt To create a dashboard In the Dashboards tab of the My Work Day window select the Dashboard Wizard icon The Dashboard Wizard opens A Select Create a New Dashboard selected and click Next Dashboard Wizard Webpage Dialog
206. ate or edit an existing report template the default table view for the report is based on the current Maximizer window You are connected to the MAS_ Address Book name for Microsoft SQL data source by default If you want to link to additional tables you must do so in the Database Expert dialog box in Crystal Reports See Linking on page 473 for more information Following is a list of each controlling window and its associated default table and file names used for Crystal Reports Controlling Window Views for Microsoft SQL Address Book AMGR_Client Opportunity Opp_View Campaigns AMGR_Opportunity Hotlist AMGR_Hottlist Customer Service CSCases_View If you are not in the controlling window that corresponds with the type of report you choose you are limited to running the report on all entries in the Address Book rather than a selected or current entry list Print Crystal Report x Generate report using Selected entries in the current list Print Crystal Report x All entries in the current list Generate report using gt Selected entries in the current list Appendix B 471 Crystal Reports Database Views Tables Reference Database Views for User Defined Fields When you create a user defined field a database view for that user defined field is also created You can use these views to report on user defined fields in Crystal Reports For example when a new Address Book user defined field called Sa
207. ate users You can view and modify existing knowledge base articles as long as you have the required permissions gt To view a knowledge base article El Select the Knowledge Base icon The Knowledge Base window opens A If necessary select an option from the Status drop down list to filter the list of articles Double click on an article to open it The Knowledge Base Article dialog box opens displaying details on the articles If the article is in standard format the entire content of the article is displayed If the article is in document format a preview of the article is displayed Chapter 10 263 4 To view the content of a document article click Open To replace the content of the article click Browse and select the new article 5 If you are modifying the article click OK to save the changes Searching for Knowledge Base Articles You can search the knowledge base for any article that matches the basic article fields you specify such as creator owner and last modification date To find all articles leave all the fields blank You can also search for articles by phrase Once selected the three search options just described apply to the article content as well as to the title and keywords The Search by Phrase option searches the article title and keywords and can be fine tuned using the following options e Article contains all of the words in phrase Searches for every word you specify e Articl
208. ault location C ProgramData Maximizer AddrBks EsconaTutorial Backup EsconaT utorial_20070815_01 BAK The _01 is added to the file name to differentiate between backups from the same day so a second backup on the same day would be saved as follows Chapter 17 419 C ProgramData Maximizer AddrBks EsconaTutorial Backup EsconaT utorial_20070815_02 BAK Quick Backup also lets you determine how many backups are kept If you were to set Quick Backup to retain only five backups then when you create the sixth backup Quick Backup deletes the oldest backup gt To perform a Quick Backup Open the Address Book to back up A In the top left corner of the window click the Maximizer button and select Quick Backup The Quick Backup Address Book dialog box opens Quick Backup Address Book MASTER user password OK Password Backup Options Cancel Backup Location Browse I Retainlast 5 H backups NOTE To restore your Address Book data use the Maximizer Administrator module Select Start gt Programs gt Maximizer gt Administrator to open Maximizer s Administrator module Then choose the Utilities gt Restore Address Book command Enter the MASTER user password If this field is disabled continue to the next step 4 Select the backup folder e To save the backup file to the default location Address Book folder leave the Backup Location field blank e To
209. aults tab A Click Address Book If the option is available choose to display the local or global Address Book list 4 Select the Address Book to integrate with Outlook and click Open Open Address Book Be Available Address Books Commercial Real Estate Escona Tutorial q Cancel Location of Address Book DSN MAS_EsconaTutorial 5 Enter your User ID and Password If your Maximizer password changes or if you ever need to change the User ID you use for Outlook integration with Maximizer open the Other System Options dialog box click the Login button and change your login credentials Tl click ox Select the options for creating Address Book entries and saving email messages e Select the Confirm when saving email and the Confirm when creating Contact options to specify details before saving email or contact information to Maximizer e Inthe Default Contact type drop down list select the type of Address Book entry that is created when you add contacts from Outlook If the Confirm when creating Contact option is selected you can select a different type of Address Book entry while creating the entry 164 Maximizer CRM 11 User s Guide El Click OK to close the Other System Options dialog box and click OK again to close the Preferences dialog box Other System Options Address Book name Escona Tutorial Companion application options Automatically start Max
210. automatically maps the fields for you Many contact management programs keep two types of address book entries e Companies e Contacts for Companies Maximizer keeps its Address Book entries organized in a similar way e Companies Individuals e Contacts associated with a Company or Individual In a two tier import you first import Company entries as Companies Individuals Address Book entries and then you import the people as Contacts Two tier importing is only applicable to comma separated value CSV files tab delimited files dBase III I or IV or XML files using the Import Address Book Entries command When importing some types of data files you need to map create an association between the fields in the source file and the fields in Maximizer Keep in mind that different applications name their fields differently For example the field for a company name is called Company in Microsoft Outlook and Company or Individual in Maximizer When you are importing a file type that requires you to map fields the Field Mapping dialog box opens where you can map Maximizer fields to fields in the source file For each field in the source file select one of the available Maximizer fields and click Add to map the Chapter 17 433 fields Select a corresponding Maximizer field for every field in the source file If there is no corresponding field select lt Skip Field gt from the list of Maximizer fields When you
211. ave Settings on Exit from the Workspace group On the Setup tab select Window gt Window Settings gt Reset Default Layout from the Workspace group On the Setup tab select Window gt Window Settings gt Set Color gt Current Window from the Workspace group On the Setup tab select Window gt Window Settings gt Set Color gt All Windows from the Workspace group 462 Maximizer CRM 11 User s Guide Help Menu In Maximizer CRM 10 5 select Window gt Window Settings gt Set Font gt Current Window Window Settings gt Set Font gt All Windows Window Management gt Option Window In Maximizer CRM 11 On the Setup tab select Window gt Window Settings gt Set Font gt Current Window from the Workspace group On the Setup tab select Window gt Window Settings gt Set Font gt All Windows from the Workspace group On the Setup tab select Window gt Window Management from the Workspace group and select an option On the View tab select Switch Window from the Window group and select a window You can access all commands from the Help menu in Maximizer CRM 10 5 by clicking the Maximizer button in Maximizer CRM 11 The following commands appear on the Help menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select Help gt Contents Online Support Getting Started MaxMobile User s Guide Other Products gt Product Training About Maxi
212. ave the campaign the status is automatically marked as In Progress You update this when the status is PERRITA changed General Template User Fields Status Name Increase Sales Globally aad Canes Objective description and Dentification Objective Spelling Revenue ID 071012000480772238169M Description Potential revenue for and budget of this campaign Revenue 0 00 Budget 0 00 Marketing team assigned to this campaign Name none Assign Marketing Teams in Traditional Campaigns Marketing teams allow you to delegate individual campaign activities to members of the team These activities appear in the team member s Hotlist to be completed by the scheduled date Marketing and sales teams are set up in Administrator For more information on setting up teams see the Maximizer CRM Administrator s Guide Members of Marketing Teams A marketing team is composed of three types of members a team leader a team member and a team member with edit rights e Team Leader In a team one person is designated as a team leader who has the right to make changes to the campaign as well as to the campaign s team e Team Member A regular team member does not have the right to change the campaign nor the team The member s role is to perform the tasks the team leader assigns Team Member with Edit Rights A team leader can grant any member the right t
213. aximizer CRM Access Rights security settings for users Access rights control each user s permissions to read insert modify or delete various types of Maximizer entries They also control general Maximizer privileges user roles and allowed printing destinations Access rights are determined by the user s access settings and the access settings of any security groups the user belongs to Access Settings there are two types of access settings user access settings and group access settings Combined user and group access settings determine a user s access rights Accounting Link a Maximizer add on that enables users to connect to QuickBooks Microsoft Dynamics GP and Sage 50 Accounts through Maximizer For more information refer to the Accounting Link User s Guide or the Maximizer website Address Book a Maximizer database Address Book entry a Company Individual or Contact in the Maximizer Address Book Administrator a Maximizer module in which the Address Book administrator can perform system configuration and maintenance for the Maximizer system and Address Books Administrator s Guide a Maximizer reference guide for system administrators Advanced Import importing an MXI or XML file into an Address Book Application Server see Maximizer Application Server automated campaign a series of automated email messages faxes or printed documents that Maximizer sends on a predefined schedule An au
214. b modify the campaign s basic information Select products services and categories related to the campaign In the Key fields area select values for important user defined fields In the Campaigns details area view statistics on the campaign activities Unique opened emails measures the number of subscribers that open one of the email messages in a campaign A subscriber in a campaign can increment this count only once in a campaign Unsubscribes measures the total number of subscribers who have unsubscribed from the campaign in all activities Total unique clicks measures the number of unique visits to landing page URLs in the campaign by subscribers A subscriber in a campaign can increment this count only once per landing page URL even if the subscriber visits the landing page URL multiple times from different campaign activities Chapter 9 233 2010 Escona Wines Email Campaign Email Campaign 2010 Escona Wines x A 2 BA E actions x Pending activity 3 15 2010 5 15 00 PM Email 2010 Escona Wines Basic Information User Defined Fields Marketing Plans Subscribers Status Test _ Name 2010 Escona Wines Email Campaign Campaign description Products Services All Categories California Description Launch 2010 line of Escona wines Revenue from opportunities generated by this campaign As of March 15 2010 Won Not calculated In progress Not calculated Calcu
215. below to modify the list of users who monitor the opportunity Select Users for Opportunity Monitoring es Select which list of users should monitor this opportunity Do not monitor this opportunity Use the system default opportunity monitoring user list Use the custom list below Selected users for opportunity monitoring User __ Add gt CDANCER Dancer Celine ened JNAPOLI Napoli Joe Delete MBERTOLLI Bertoli Mark ok Cancel 4 If you select to use a custom list for opportunity monitoring click Add to add a user to the list The Users dialog box opens displaying the users that are available to add to the list 5 Select a user and click OK to add the user to the list Users ex User ID Display Name Department Pasition OK BHOLLY Billie Holly Sales Regional Sales Manager COMPANY COMPANY caa DBROWN Daniel Brown Sales National Sales Manager JBOWSER Jon Bowser Sales Regional Sales Manager LGARCIA Lucy Garcia Marketing Marketing Assistant BY masten fouora IT Eem Admirina MBERTOLLI Mark Bertolli Sales Regional Sales Manager MCORELL Miranda Corell Marketing Marketing Manager WWHITE Wonda White Sales Sales Representative 6 Click OK to save the changes to the opportunity monitoring list Chapter 8 197 Opportunity Pipeline Report With a single click you can view the current opportunities in the pipeline The report graphically disp
216. bly the same location where your Address Book is backed up The user dictionary file is unique to each Maximizer workstation so you will need to back up this file for each workstation User Dictionary File Location C Program Files Maximizer MaData6 Userdict lexHoliday File Location C Program Files Maximizer MaData6 Mxzhol nam Chapter 17 421 Exporting Address Book Data Encrypted user defined fields cannot be exported You can export Address Book entries customer service cases and knowledge base articles from Maximizer not Administrator Exporting Address Book entries creates a text file or XML file containing information from the current Address Book It exports any Companies and Individuals selected in the Address Book list If no Address Book entries are selected it exports all Companies and Individuals currently displayed in the list The following sections contain information on exporting Address Book data from Maximizer e Exporting Address Book Entries in XML Format on page 421 e Exporting Address Book Entries in Text Format on page 423 e Selecting Fields for Export on page 426 e Exporting Customer Service Cases on page 426 e Exporting Knowledge Base Articles on page 428 Exporting Address Book Entries in XML Format The unique ID is exported with each Company or Individual but unique IDs for contacts are not exported By default exporting Address Book entries in XML f
217. by email Maximizer prepares the transfer file with an MET extension as an email file attachment and displays the Compose Mail Message dialog box 9 Enter the email address where you would like the transfer sent and send the email Transfer Summary Reports and Logging Each time you transfer Address Book entries Maximizer displays a transfer summary report The report indicates the number of data items inserted modified bypassed and deleted It also displays the transfer setting used and other related information You can print this report for your records As well for each Address Book entry updated in the target Address Book Maximizer can optionally add a note The note summarizes the fields that have been added changed and deleted This feature can also be used if you want to find the data that has been added or modified After a transfer simply do a search by notes Enabling TAPI Chapter 17 439 Maximizer can use TAPI Telephony Application Programming Interface to detect incoming phone numbers using caller ID and log the phone conversation for the matching Address Book entry The following requirements must be met to use TAPI with Maximizer e Your telephone system must be TAPI enabled e Your phone system s TAPI driver must be installed e Your computer s modem must be compatible with TAPI You can configure your modem for TAPI through the Windows Control Panel Control Panel gt Phone and Modem Options g
218. can apply sales quotas to teams territories and leaders You can apply existing quota templates or create new quotas Maximizer users must have the Insert permission for Quotas in order to apply quotas Only one quota can be applied to a team territory or leader for each fiscal year If you use MaxExchange ensure that multiple quotas are not applied at different MaxExchange distribution sites to the same team territory leader and fiscal year gt To apply a sales quota Select the Quotas icon to open the Quotas window A On the Home tab select Quota from the Create group Right click and select Add Quota In the Template name drop down list select a quota template to base the quota on 4 Select the leader team or territory that the quota applies to 5 If necessary adjust the other properties of the quota 9 click ox CHAPTER Campaigns Market Your Products and Services In this chapter About Campaigns on page 202 Traditional Campaign Templates on page 206 Creating Traditional Campaigns on page 211 Automated Campaign Templates on page 218 Automated Campaign Messages on page 224 Adding Automated Campaigns on page 229 Activities in Automated Campaigns on page 235 Automated Campaign Subscribers on page 238 Status of Automated Campaigns on page 242 Testing Automated Campaigns on page 243 202 Maximizer CRM 11 User s Guide About Campaigns Camp
219. cccsscecssseeessteeeseeeeesees 319 Installing the Wireless Access Shortcuts Application 0 0 319 Adding Shortcuts to Wireless Access Sites c cccssscecssseeseteeeeeeees 319 Opening Wireless Access Sites from Shortcuts cscccessesesseeeseees 320 Customizing Maximizer 10 2ccccceeeseeeeeeeeeeeeeeeeeeeeeeeaeeeeees 321 Preferences airina aia aa aaa aaa aaa a eerste leh 322 Customizing the Interface cccccecceceseeeeceeeeeeeeeeeeeeeaeeaeeeaeseeeeaeseneeaeeaees 324 Wid OW La yOUt E A Ss covececaskscandavatescutiassbs ulalcuetiea desnvneacdeh svete 324 Adjusting the ICON Bar cecceeeceeeseeeeeeeeeeesseeeeaeeeseeseaeeeeeeeeaeeteeeeaeenaes 325 Customizing the Quick Access Toolbar cccccccsseecesteeeseeeeteneeeees 326 CUSTOM ACTIONS sccccssssessessuscccssscscucscassseessusucesaussececcussesesarsseeesensusocanans 327 Maximizer CRM 11 viii User s Guide Chapter 14 Chapter 15 CUSTOM Actions TAD sie ccosege cee stpeicedteesnnsedeesesbecp dee ecetncd cenedeeata ipeni unionis 328 Creating Custom Actions Group c cccceseeeeeeeeeeeeneeeeeeteeneeeeeeteeaee 328 Web Inquiry Forms for WeDSItES ccscccscessssceseeeseessneeseeesseeesseeessesenees 332 Requirements for Web Inquiry FOr ccscccssscsseceseeeseesseessreesees 333 Creating Direct Insert Web Forms cccccccesceeeseeeeeeeeeeeeseeeesseeeeaes 334 IiCOME ANG EXPENSOS 0 05 ccisecvesseavericec
220. click the Back button on your browser s toolbar Click the Forward button on the browser s toolbar to move forward On the keyboard you can move backwards and forwards by pressing Alt left or right arrow key e If you repeatedly run Maximizer Web Access from the same computer create a Favorite or Bookmark to the Login page so you never have to re enter the URL Maximizer Web Access Interface Like in Maximizer information in Maximizer is displayed in lists which means that it can be sorted and arranged in rows and columns You can easily move from page to page to access different types of entries For detailed information on using Maximizer Web Access see the Maximizer Web Access User s Guide In Maximizer Web Access select Help gt User s Guide Keep the following points in mind when working with the Maximizer Web Access pages Select or open entries in the list to view information and perform tasks on the entries A Use the menus to access all tasks that are available in the current page Select an icon in the icon bar to move to a different page 4 At the top of the icon bar use the button with the arrows on it to hide or display the icon bar view 5 Use the view bars in a page to filter your list and access common tasks and the column setup 6 Hover your mouse over an entry and click the Summary icon to view additional information on the entry in a pop up window Use the controls at the bottom of a lis
221. clude a Campaign_Redirect_URL merge field in your email message template customers are redirected to a landing page URL when they click on the Campaign_Redirect_URL merge field g Click OK and continue through the campaign template wizard to finish adding the email activity to the automated campaign template 224 Maximizer CRM 11 User s Guide Automated Campaign Messages The principal action of an automated campaign is to send a message to one or more recipients by email fax or printed document When you create automated campaign templates you choose a message for each activity You can also add messages to new activities in existing automated campaigns These messages are stored in the Message Body Library accessible from the Automated Campaign Template Library and from an activity in an existing automated campaign You can create campaign messages using the Campaign Message Editor HTML files the Maximizer Word Processor ETF text files a text editor TXT text files an HTML editor HTML files or Microsoft Word DOC files For email activities Maximizer is capable of sending text and HTML email messages in addition to the email template file ETF format created by the Maximizer Word Processor You can create HTML files in Maximizer or you can use an editor of your choice to create HTML or text files You can choose to use your default HTML editor in the system default preferences Email messages can contain
222. com au Contents Chapter 1 Chapter 2 Chapter 3 Welcome to MaximiZer c ccccsesccseeeeneeeeeeeneeeeeeeseeneeneneeneneeens 1 From Prospects to Leads to Repeat CUStOMELS ccesecceeseeeeeseeeeeseeeesees 2 Anywhere Acc6SS c ccsccieseiciceses ccssvevesceiecvaveceeslevevevevesaiscdusceuvavevaectivetees 3 Extend Maximizer CRM to Fit Your N dS ecceeseeeeeeeeeeeeeeeeeeeeneeees 4 Maximizer Modules meira enn ciieiicieciies lenin aara E TEATE ani 5 Maximizer Companion Applications c cccccsccceseeceeeeeeeseeeeeeeeeessneeeseees 6 Maximizer on the Web cceecceseeeeeeeeeeeneeeeeeeeaeeseaeeeaeeeaeeseaeeeaeessaeeeaeeeaeee 8 Maximizer CRM EGItIONS nen eee aeaa aTa ea Augie neni cheese 9 Where to Go from Here cceccceceeseeeececeeeeeesecaeeeaecaeeeaesaeeeaeeeseaeeeseaeeneeeaes 10 Getting Started ooivsccccisicccscseedsccedereneaaa sn secetseededaeseyensesansenseses 11 Maximizer CRM seicacesscnceeagescsusuceadaicedanaeevtsabevdedeaeedutaacuavnvssaccugandesaiieaevasteacadees 12 Maximizer Interface sania iaieiiea kaiaka 13 Maximizer Windows e a Er a oeaan ea Eora ieoa Sae En 15 Opening an Address BOOK ccsscccesseceeeeeeeeeeeeeceaeeeesaeeceeeeeeseneesesneeessaees 19 Connecting to an Address BOok cccesceesceeseeeeeeeeeeeteeeeeaeesseeseaeeeeeeaes 20 Lists of ENtriES mininci iadaa daada iana lieve 22 Types Of Entries is ennea Seek a Sa can r a a a 22 S l cting ENtri S vecccecccicitecceceiive
223. completely replaces the image of the central Address Book currently on your computer with the new refreshed version from the server You can set MaxExchange Remote to check for updates on a regular schedule Or if you prefer you can request an immediate update at any time See Performing an Immediate Update on page 398 for instructions Chapter 16 395 MaxExchange Remote Starting MaxExchange Remote gt To start MaxExchange Remote e Inthe Add ins tab select MaxExchange Remote from the Office group Or double click the MaxExchange Remote icon on the desktop Receiving the Address Book When your system administrator instructs you to do so start MaxExchange Remote You will receive an image of the central Address Book and be prompted to save it in a folder of your choice If you plan to employ FTP transport you must first initiate a MaxExchange FTP communication session with the server and pick up the data packet before you can later process it If you are a dial up email user be sure to set up MaxExchange Remote for a dial up connection For more information see Setting Scheduling Options for Dial Up Email on page 413 If you use email or Network Direct transport you will receive an image of the central Address Book in the MaxExchange Inbox lt hexadecimal gt folder on your distribution site computer assuming you have successful data transport from the server Note that when you receive an image by emai
224. confident the opportunity is a good investment of your time you may select a value such as Initiate Contact The stage coincides with the Probability bar Note that stages are set up in the opportunity preferences in Administrator Select File gt Preferences and select the Opportunity tab If you are using a strategy this rating is updated automatically based on the completed success factors in the strategy steps and activities If you are not using a strategy this field is set manually by selecting a stage You can also enter the Confidence rating This field is similar to the Stage field However it is not linked to the probability of close and is set based on the sales representative s feeling about the opportunity Select a Key Fields list and then select the appropriate Key Fields for the opportunity Key Fields are important user defined fields specific to opportunities and are defined in the Key Fields preferences in Administrator Select File gt Preferences and select the Key 184 Maximizer CRM 11 User s Guide If multi currency is enabled for your Address Book and currencies other than the default currency have been set up you can select a specific currency for the opportunity revenue field Fields tab An unlimited number of Key Fields lists can be set up using up to eight opportunity user defined fields for each list 5 Enter the opportunity s details such as the revenue cost sales team
225. cord_Type 41 or 42 this value is always 0 Applies to Contacts Record_Type 31 or 32 only Indicates whether the Contact s Company Individual name should be included in the address 0 Do not include Company Individual name in address 1 Include Company Individual name in address Middle name or initials The Company Name of an Individual record Applies to Individual Record_Type 2 records only 480 User s Guide Table 1 Field Name City State_Province Country Zip_Code Last_Client_Id Record_Id Creator_ld Create_Date Updated_By_Id Reports_To_ Contact_Number Assigned_To ReadPriv ReadOnly_ld Phone_1_Desc Phone_2_ Desc Phone_3_ Desc Phone_4 Desc Email_1_Desc Email_2 Desc Email_3_ Desc Maximizer CRM 11 AMGR_Client View Data Type Len String 79 String 79 String 79 String 79 String 23 Integer 4 String 11 DateTime 8 String 11 Integer 4 String 11 Integer 2 String 11 String 21 String 21 String 21 String 21 String 15 String 15 String 15 Foreign Table Ref ADMN_User_ Details User_Id AMGR Client Contact_Number ADMN_User_ Details User_Id Description and Rules Last Client ID used for transfer User_Id of user who most recently updated the Address Book entry Contact_Number of Contact Record_Type 31 or 32 to whom this contact reports e g contact s supervisor or manager Applies only to Contact records Record_ Type 31 or 32
226. ct a Maximizer user or multiple users in appointments to assign to the activity By default the activity is assigned to the user who schedules the Action Plan e Select the Personal or Personal Hotlist task option to mark the activity as personal not associated with an Address Book entry O click ox The activity is listed as part of the template Repeat steps 4 6 for each activity in the template E In the Full Access and Read Access fields select a user or group to make this Action Plan template accessible to only a particular user or group 9 Click OK to save the Action Plan template Add Plan Template Ex Template name Simple Sales Plan Description Use when a strategy would be overkill contains all the main steps Template activities Add gt gt J Activity From start date Assigned to 2 Make initial contact with customer an 0 day s After Current User Z _ Analyze requirements and develop pr 1 day s After Current User A S Arrange time to present proposal 3 day s After Current User D amp Present proposal date and time nee 6 day s After Current User Joe Na Schedule activity Assigned to Template access Full access Public v Read access __ Speliing Properties OK Cancel 146 Maximizer CRM 11 User s Guide Scheduling Action Plans You can schedule Action Plans for Address Book entries opportunities campaigns and customer service case
227. ct a user to assign the Hotlist task to another user 134 Maximizer CRM 11 User s Guide g Select Personal Hotlist task if you want to make the task Adding Hotlist Tasks personal and remove the Address Book entry associated with the task Hotlist Task fess Scheduled date and time 1 i March 18 2010 Time 9 00 AM Find Time Set alarm 7 Details Activity Get prospect to agree with the implementation B Priority A E Task is completed 4 n Seer eH ECB Assigned to Joe Napoli m 5 Per Hotlist task Hotlist task with Powell Darin Bayville Package Store Opportunity for Bayville Package Store Objective Sell Escona Wine Role End Consumer Advocate Speting ox Cancel You can create Hotlist tasks for Address Book entries opportunities and customer service cases You can also create personal Hotlist tasks Personal Hotlist tasks are not associated with Companies Individuals or Contacts gt To add a Hotlist task Select or open the entry associated with the task or To add a personal task select the Hotlist icon to open the Hotlist window In an open entry select Actions gt Schedule a To do or On the Home tab select To do from the Schedule group or Right click and select Schedule gt To do or In the Hotlist window on the Home tab select Task from the Create group The Add Hotlist Task dialog box opens Chapter 6 1
228. ctivities to individual members in the team You can modify the team s membership or member s rights at any time You may have some activities in your campaign that are appropriate for team members with particular skills The editing of an agreement document for example might fall to your writer In addition to assigning activities to marketing team members you also can schedule roles and Contacts for each activity But first assign a Contact to each campaign role Chapter9 215 gt To assign a campaign activity to a team member Select the traditional campaign A On the View tab select Steps from the Review group Select the step that contains the activity you want to delegate and click Review Marketing Steps Summary Ea Campaign Create 2007 Escona Catalog Revenue Marketing steps Step Start Date Finish Date Status Create draft of catal October 11 2007 October 24 2007 On Schedule Py Changes and additid October 25 2007 November 7 2007 Send to printer November 8 2007 November 9 2007 Waiting we Close date Close date is calculated from finish dates of steps User dose date is Close 4 Double click the activity you want to delegate Review Step Changes and additions to catalog Step Changes and additions to catalog Goal and comment Dates and cost e Goal After Marketing Manager reviews Start October 25 2007 catalog m
229. currency 193 194 corporate reports creating 354 counters resetting for automated campaign activities 237 creating automated campaign templates 219 custom actions 328 dashboards 342 graphs 363 item table merge fields 380 534 Maximizer CRM 11 User s Guide traditional campaign templates 209 credit cards 385 Crystal Report Users security group 354 356 Crystal Reports 197 354 corporate reports 354 data population 470 database drivers 471 opening from Maximizer 354 personal reports 356 SQL views and tables 477 user defined field tables and views 471 CS Assigned_To merge field 260 CS Case_Number merge field 259 CS Case_Solution merge field 260 CS Case_Solution_Note merge field 260 CS Client_Name merge field 259 CS Contact_Name merge field 259 CS Resolved_By merge field 260 CS Resolved_Date merge field 260 CS Resolved_Time merge field 260 CS Subject merge field 259 CSCases view SQL 502 CSV format exporting to 423 426 importing from 430 432 currencies 193 adding 193 Currency Library 193 custom actions 327 creating 328 Custom Actions tab 328 custom notes 107 custom window layout 324 Custom_Child 392 Custom_Independent 392 Customer Access 8 279 customer service cases 22 about 246 activities for 148 adding 167 249 251 appointments for 136 139 assigning escalating 252 defaults 83 documents in 113 exporting 421 426 global edits 90 Hotlist tasks for 132 254 importing 433 in Favorite Lists 94 logging notes for
230. d Accessing Personal Reports on page 356 Launching Crystal Reports You can launch Crystal Reports from Maximizer You can also open Crystal Reports outside of Maximizer from the Start menu OL order to launch Crystal gt To launch Crystal Reports Reports from Maximizer you eb k le a N e On the Reports tab select Crystal Reports gt Personal gt See the Maximizer CRM Custom Report Administrator s Guidefor more information Creating and Accessing Corporate Reports The Maximizer installation provides a standard report set consisting of Sales Marketing and Customer Service reports These reports provide out of the box reporting The Maximizer CRM Server installation creates the All Users Application Data Maximizer SvrShare Reports lt Address Book name gt folder which contains shared reports All folders and reports within this folder are accessible from the Crystal Report commands on the Reports tab in Maximizer Before accessing reports in Maximizer you must create the reports using Crystal Reports If you create your own folder it appears as one of the submenu items under the Crystal Reports item Chapter 14 355 gt To access a corporate Crystal report from Maximizer Save your Crystal Report in one of the following folders that are created by the Maximizer installation e Documents and Settings All Users Application Data Maximizer SvrShare Reports lt Address Book name gt folder Sales e Doc
231. d by other users If you are running Maximizer CRM Group Edition or MaxExchange Remote is installed you must specify whether to access local or global Address Books in the drop down list that is provided A local Address Book is located on your own computer while a global Address Book is located on a server computer other than yours Use the global setting to access shared Address Books Under certain operating system configurations your password may expire after a period of time In this case Maximizer will prompt you to change it See your system administrator for more information gt To open an Address Book In the top left corner of the window click the Maximizer button and select Open Address Book The Open Address Book dialog box opens Fy If the option is available select Local List or Global List Open Address Book rE Available Address Books Commercial Real Estate O Foree Beal Esete ooo spen Financial General Cancel High Tech Legal Remove Sales Location of Address Book SQL Server 98765 DSN MAS_EsconaTutorial Select the Address Book to open and click Open The Login dialog box opens The default password for new 4 Type your password and click OK users and for the users in the sample Address Books is The name of the Address Book appears in the application title maximizer bar 20 Maximizer CRM 11 User s Guide gt To log in to the current Address
232. d document With a document open in Word place your cursor where you want to insert the merge field A From the Maximizer toolbar select the Insert Merge Field icon The Insert Merge Field dialog box opens In the top of the dialog box select the type of merge field to insert 4 Select a merge field from the list 5 To add the merge field as a link select the Link checkbox 122 Maximizer CRM 11 User s Guide 6 Click OK to finish adding the merge field to the document Insert Merge Field a Select a Merge Field Address Book Entry C Opportunity Entry C Orderdesk Entry User Information Email_Description_2 a Email_Description_3 Escona_Roles External_Site_PIN Fax Rio Se Formulas Day_of_week_ _Creation_date Formulas Day_of_week_ _Creation_Date Formulas Full_name Formulas New_or_Old_Entry Formulas Phone_as_number Formulas Total_Sales Full_Access Identification Individual_Name_for_Contact Last_Name Marketing Heard_About Marketing Promo_level Marketing Promotions Marketing Subscription First_Name F unk ana Sending Microsoft Word Documents wora integration is available only in Microsoft Internet Explorer When you use Microsoft Word with Maximizer you can send a Word document to the printer fax or email automatically merging the document with one or multiple entries in Maximizer When you send the document you can choose to merge the
233. d ea ante teidoassvdeesavsencuenetenss 393 How Do I Receive Updates ccccccccesseeeeeeeeeeeneeceeeeesneeeescaeeesseeessneees 394 Starting MaxExchange Remote cccsscccesseeeeeeeeeeeeaeeeseeeecseneeesseeeesaes 395 Receiving the Address Book ccssscccesseeeseeeeeeeeaeeeeeseecenneeeseaeeeesnneeesenees 395 Initiating the First FTP Transport SeSSION ccssccceseeeeeeeeeeeseeeeeees 397 Starting a Processing Session from Maximizer cccccesesseeesesseesseeenes 398 Performing an Immediate Update cccssccssccssecsseeesesseesseeesetees 398 Processing Packets neniaro ee a p a i a e ein 400 Converting Outgoing Packets for Internet Transport ccscee 400 Restricting the Size Of Packets ccccccesesstessessseeeseeseesseeesseeeseeees Disabling the Partial Packet Warning Message Saving Outgoing Packets to Disk ccccccseeeceseneeeeeeeeesseeeessteeessaees Importing a Server Packet ccsccecssseeeesneeeeeeeeeeeeeeeseaeeeseeeeeseeeeees Setting MaxExchange Preference ccsccsssesssscsseeeseesseeeseesseesseeeseeesees Setting Timing Preferences ccccccescssecssessssesseesseeesseesseesseesseeesaes Viewing Synchronized Address Book Properties cseseeeee 405 Viewing Distribution Preferences cccccsscesessssesseesseesseesseeeseeeans FTP Transport Method miesa anea a a a aaa FTP Test Options aeaaaee ae p eed che a aa e ae saa aa eaa EE Ek ai
234. default Address Book entry Default entries are user specific so each user in the Address Book can have different default entries gt To modify a default entry On the Setup tab select Default Entry from the Default Entry group The Default Entry dialog box opens 2 Specify default values for fields in the Basic Information and User Defined Fields tabs For the opportunity default entry you can also select the Sales Plan and Competitors amp Partners tabs to specify more default fields For the customer service case default entry you can also select the Solution Information amp Billing tab to specify more default fields Click OK to save the changes to the default entry Default Entry for Joe Napoli Ea ay ie Favorite List 4 Actions 3 Preferences 2 Edit Basic Information User Defined Fields Mailing Rules Name and address Other information Mr Ms First name Middle name Last name Phone numbers Default Entry Main z Position Salutation Fax z Dear lt gt en Department Division x Email addresses Website a Company ald Email Address 1 ind 5 Address 2 Address Email 3 E City Town St Co Prov Website Zip Postal Country Details 2 Do not solicit by Print Category Territory Territory Status assigne Account Manager Joe Napoli Full Access Joe Napoli Read Access Public Partner Lead status m ok cancel Apply
235. dems 53 TAPI 440 Modify Appointment dialog box 139 modify permissions 195 257 modifying Address Book entries 276 entries in Wireless Access 290 monitoring cases 257 opportunities 195 539 Month function 78 monthly view for Calendar 136 MSG file format in the Company Library 124 MTI file format for web inquiry forms 332 multi currency 184 193 multiplication in user defined fields 71 MXD file format in the Company Library 124 MXI format exporting in 422 exporting to 426 428 importing from 433 435 My Work Day 25 My Work Day window 15 My_Company merge field 259 My_Name merge field 259 navigating Partner Access 275 Wireless Access 284 NOT operator in formula user defined fields 82 notes 106 adding 108 default 109 exporting 422 424 427 in journal window 112 in the Company Library 128 in Wireless access 306 307 keyboard shortcuts 466 logging 106 122 logging with entries in global edits 90 saving email as 156 types 106 notes report 106 Notes window 18 107 notifications for appointments 141 Novell GroupWise 160 setting up 161 numeric user defined fields 61 functions for 79 in advanced export to Excel 360 0 ODBC driver for Crystal Reports 471 On Schedule success factor 190 One email option in email 156 ongoing campaigns 204 239 opening Address Books 19 540 Maximizer CRM 11 User s Guide Crystal Reports from Maximizer 354 Opportunities folowing window 180 opportunities 22 180 acti
236. depend on the detail level you set when configuring MaxExchange Remote s log file Packet Summary Log AddressBookName _packlog txt For information about the date and time information packets were received check the AddressBookName _packlog txt by selecting View gt Packet Summary Log CHAPTER Administration for Maximizer Manage your Address Book In this chapter Backing Up Address Book Data on page 418 Exporting Address Book Data on page 421 Importing Address Book Data on page 429 Transferring Entries Between Address Books on page 436 Enabling TAPI on page 439 Updating Maximizer with Live Update on page 444 Changing Languages for the Maximizer Spell Checker on page 445 418 Maximizer CRM 11 User s Guide Backing Up Address Book Data For information on backing up Address Books in Maximizer CRM Enterprise Edition see the Maximizer CRM Administrator s Guide and your Microsoft SQL Server documentation Quick Backup If you are backing up a global Address Book from a workstation the backup is automatically saved to the default SQL Server Express backup folder You do not have the option to save the backup to a different location You can back up and restore Maximizer Address Book data If your Address Book uses a custom dictionary or holidays you must back up this data separately from the Address Book After creating backup copies of your Addr
237. dinner Each activity is assigned to a single user or sent to a team member When the team members mark an activity as completed Maximizer updates the status of the opportunity accordingly The Strategy Library requires you to define activities separately from steps This allows you to use an activity in several different steps When you assign activities to a step you simply select from a list of available activities The next step in developing your strategy is to determine the key roles positions assumed by key people that will directly influence the outcome of an opportunity that is assigned to this strategy When you are defining a strategy you don t necessarily know who will fill these roles for each opportunity If you can define generic roles for your strategies for instance the CEO and Purchasing Agent you can later use people s names for those generic roles for individual opportunities 188 Maximizer CRM 11 User s Guide Success Factors Strategy Library Strategies include influences called success factors Choose success factors with care they are used to estimate the probability of a successful outcome of an opportunity Success factors should be defined based on the experience of your sales people After choosing a success factor you also assign a weight to the success factor based on your assessment of importance Success factor definitions let Maximizer tell you how the opportunity is progressing and h
238. ds cannot be transferred to another Address Book Importing refers to copying data from an external database into a Maximizer Address Book However transferring refers to copying data between Maximizer Address Books Transferring data is ideal for merging Address Books together and sharing entries and setups Transfer rights can be set on a per user basis although some field transfer options apply to all users You can transfer entries by direct access between Address Books or by email Note that you should never use Maximizer Email Transfer MET between two MaxExchange synchronized computers Using MET and MaxExchange in combination adds records twice on the destination computer once through MET and again through MaxExchange The following sections contain information on transferring entries between different Address Books e What happens During Transfers on page 436 e Transferring Address Book Entries on page 437 e Transfer Summary Reports and Logging on page 438 What happens During Transfers Note that each Address Book entry has a unique ID Once you start a transfer Maximizer uses the following rules to determine which records to copy from the source Address Book into the target Address Book e Address Book entry IDs If an Address Book entry ID number from the source Address Book does not exist in the target Address Book the Address Book entry is inserted into the target Address Book e Add
239. ds in the Insert Merge Fields dialog box In the Definition list select the table columns you want to add to the merge field To select a table column click the checkbox beside it If necessary use the Move Up and Move Down buttons to arrange the column order The column order in the list represents the column order in the merged table Click OK Inserting Item Table Merge Fields Chapter 15 381 You can insert item table merge fields the same way that you insert any other types of merge fields into Maximizer Word Processor documents or Microsoft Word documents In the Maximizer Word Processor you can select the Merge Field icon to insert merge fields You must have Microsoft Word integration installed to insert merge fields into Microsoft Word documents You can select the Insert Merge Field icon from the Maximizer toolbar to insert the merge field In the Insert Merge Field dialog box select the OrderDesk Entry option to view only merge fields associated with OrderDesk entries Insert Merge Field Select a Merge Field Address Book Entry C User Information Orderdesk Entry Additional information Authorization code Card holder s name Comment Credit card number Credit card type payment method Currency Discount total Expires after Expiry date Order date Payment status Quote status Reference number Shipping Shipping Address Company Shipping Address Country Shipping Address Fi
240. e InProgress 2010 Escona Wines Email Campaig Email Campaign 20101 60 000 00 6 000 00 March 15 201 P Completed Email Campaign 2010 Escona Wine Email Campaign 20101 90 000 00 1 500 00 January 31 2C February 9 2010 Completed Fax About the Winery Documents to Fax About the Winery C 100 000 00 250 00 January 22 20 June 17 2009 Completed Print Out Personalized Cover Lette Print Out Personalized 30 000 00 0 00 January 31 20 February 8 2010 Completed Print Out Personalized Cover Letter Print Out Personalized 32 000 00 500 00 January 22 20 December 7 2009 T Abandoned Email Campaign 2004 Escona Wine Email Campaign 20041 100 000 00 1 500 00 January 22 2 August 18 2009 Suspended Fax Price List to Leads Fax price listtoleads 100 000 00 250 00 January 22 20 January 20 2010 InProgress 2010 Email Campaign Existing Cust Emeil Campaign 20101 50 000 00 3 000 00 February 26 4 InProgress 2010 Email Campaign Leads Email Campaign 20101 30 000 00 3 000 00 February 25 2 InProgress Fax campaign Fax About the Winery C 5 000 00 150 00 February 27 2 Suspended Email Campaign 2004 Escona Wine Email Campaign 20041 700 000 00 15 000 00 January 22 2 March 15 2010 Ei Suspended _ Fax Price List to Leads Fax Price Listto Leads 25 000 00 7 400 00 April 7 2004 February 15 2010 The Campaign Entry dialog box opens at the Basic Information tab A In the Basic Information ta
241. e Enter a name for the note 4 Click in the right pane of the window and type the content of the note 5 In the toolbar click the Save Note icon 6 To specify properties of the note right click and select Properties Specify a Category optional and Owner for the note E click ox Chapter 5 129 Sending Documents by Email from the Company Library You can send documents by email directly from the Company Library window The Company Library documents are attached to the email message You can select one or multiple documents and notes to attach to the email message You can send the documents to the currently selected Address Book entry or you can select Address Book entries while sending the documents gt To send documents by email from the Company Library If you want to send the documents to an Address Book entry in the Address Book window select the Address Book entry to send the documents to A In the Company Library window select any documents and notes you want to send You can hold down the Control key to select multiple documents and notes In the Home tab select Article from the Email group and select the name of the document Depending on your email preferences the Send Email dialog box may open with options for logging the email message with Address Book entries If necessary adjust the email options and click OK 4 Enter the details of your email message 5 Click Send 130 Maxi
242. e remote server synchronizes with the server or with another remote server and passes along data packets to other remotes on the distribution tier below it MASTER User The MASTER user is the owner or the administrator of a Maximizer Address Book For MaxExchange the MASTER user administers the central Address Book from the server The MASTER user grants users access to the Address Book and if required restricts their ability to view add or delete data or to perform certain functions The MASTER user is also the only user authorized to use the MaxExchange Site Manager application to set up remotes and distribution groups or use MaxExchange Server Manager Note that you can have users with Maximizer Administrator privileges equivalent to the MASTER user Transaction Journaling Transaction Journaling is the process by which Maximizer maintains a record of changes made by users to an Address Book Transaction Journaling is enabled in Administrator in the System Options preferences This functionality should not be enabled until you are ready to process data so that unnecessary transactions do not occur User defined field User defined fields UDFs are customizable fields in Maximizer that you can use to categorize the Address Book entries and opportunities in your Address Books You can use UDFs to group Companies Individuals Contacts and opportunities in many different ways such as by occupation hobby income level revenue
243. e Home tab select Add Folder from the Create group Right click and select Add gt Folder Enter the name for the new folder Adding Documents and Notes to the Company Library The Company Library can store many different file types Provided that your system administrator has given you access to the Company Library you can add documents and notes as either private or public entries If you add a document you can browse for an existing file on your hard disk drive or network You can choose to either link or embed files in the Company Library Embedding is usually a better choice as a link is only a shortcut to the original file which may get moved renamed or may not be accessible to all Maximizer users gt To adda document to the Company Library In the Company Library window click on the folder to which you want to add the document A On the Home tab select Article gt Document from the Create group Right click and select Add gt Document 128 Maximizer CRM 11 User s Guide The Insert File dialog box opens Click Browse to select a file 4 Locate the file and click Open 5 Specify a Name Category optional and Owner for the document Tl click ox gt To adda note to the Company Library In the Company Library window click on the folder to which you want to add the note A On the Home tab select Article gt Note from the Create group Right click and select Add gt Not
244. e Remote Click OK Server Login x The connection to the FTP server at 204 174 40 9 has failed because your passsword isn t valid any more Please enter the new password and process again New Password A To process any additional packets retrieved after the Password change click Process Data Packets once again Email Transport Method The following sections include instructions that apply only to the Email transport method e Changing Email Preferences on page 411 e Changing Email from LAN to Dial Up or Vice Versa on page 413 e Setting Scheduling Options for Dial Up Email on page 413 Changing Email Preferences To optimize MaxExchange Remote operations when using email data transport you may specify the email system you plan to use in the Email Preferences dialog box When you select your email system in the Email Preferences dialog box MaxExchange accounts for the differences in the third party email software to ensure proper transport operation Email preferences should not have to be changed except under the following circumstances e You are installing MaxExchange Remote and your chosen transport method is email e You are changing your email application software e Your transport method is changed to email gt To set email preferences Select Edit gt Email Preferences 2 Select the email system that applies to your computer 412 Maximizer CRM 11 User s Guide
245. e Select Help gt Local Online Contents A typical installation of Maximizer includes manuals in PDF format that you can read online using Adobe Acrobat or Acrobat Reader Having the Maximizer manuals in this format offers the advantage of full text search as well as hyperlinks on the table of contents index and any cross references gt To open an online manual e In Maximizer click the Maximizer button and select Help Then under Documents select the guide that you want to open e In another module select Help and select the guide that you want to open e From the Start menu select Programs gt Maximizer CRM gt Documentation and Help and select the guide that you want to open In a typical server installation of Maximizer the Maximizer setup program creates several complete sample Address Books one of which is named Escona Tutorial This Address Book is designed to be used as an environment in which you can learn how to use Maximizer Using the example of Escona Estate Wines a fictitious vintner in California s Sonoma Valley the Escona Address Book provides realistic examples of how Maximizer might be used to improve your customer relationship management The Escona Address Book includes detailed data related to all areas of Maximizer including the following e List of Address Book entries Companies Individuals and Contacts e Sample sales opportunities and marketing campaigns e Sample custo
246. e appointments will not be synchronized unless the Include private appointments checkbox is also selected To synchronize tasks select the Synchronize tasks checkbox and specify the date range of tasks to synchronize Private tasks will not be synchronized unless the Include private tasks checkbox is also selected To also synchronize incomplete tasks that are scheduled prior to the specified date range select the Carry forward unfinished tasks checkbox To synchronize Maximizer Address Book entries and Outlook contacts select the Synchronize Address Book entries checkbox To specify the mapping between Outlook and Maximizer phone number fields click Phone Mapping and select the Maximizer phone number field to map to each Outlook phone number field If necessary use the Move Up and Move Down buttons to prioritize the fields in the phone mapping list Maximizer supports only four phone numbers for an Address Book entry so when you synchronize from Outlook to Maximizer only four Outlook phone numbers are synchronized In the Synchronize Address Book entries from Favorite List drop down list select the Maximizer Favorite List to synchronize In the Synchronize Contacts from Outlook Category drop down list select the Outlook category to synchronize 5 If you are a MaxExchange user click MaxExchange Location select the MaxExchange server or remote where your Outlook profile can synchronize with Maximizer and click OK
247. e as type drop down list select either MXI or XML 428 Maximizer CRM 11 User s Guide Save As Savein Maximizer M cf Ey t Name m Date modified Type a wA ABentries070612 xml 10 15 2007 2 00 PM XML Docu Recent Places Desktop T Joe Napoli Computer Di ll ___ Z Network File name ABentries070612 x Save Save as type MXI C moi xml z Cancel XML xml All Files C 6 Click Save Select any of the export options as needed Export Customer Service Cases xs File Name D Maximizer ABentries0 706 12 mxi J Indude UDFs I Indude Notes I Indude Documents J Support non English characters OK Cancel EJ click ox Exporting Knowledge Base Articles You can export knowledge base articles to either MXI or XML format The resulting file contains the content of the article itself as well as additional information such as file name file extension keywords product status and creator gt To export knowledge base articles In Maximizer open the Knowledge Base window A In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Export select Knowledge Base Articles Specify the destination location and file name for the exported file Chapter 17 429 4 From the Save as type drop down list select either MXI or XML 5 Click Save Importing Address Book Data Use Ad
248. e contains the exact phrase Searches for the words in the exact order you specify e Article contains at least one of the words in phrase Searches for at least one of the words you specify You can choose to search the article content as well as the title and keywords using the Include article body contents when executing search option If you are running Maximizer on a SQL server the Full Text Search engine must be installed in order to search article content If this option is grayed out contact your system administrator or see the Maximizer CRM Administrator s Guide for information on how to enable the full text search in SQL 264 Maximizer CRM 11 User s Guide Status of Knowledge Base Articles The status of knowledge base articles determines which users can read or modify articles Articles can also have the following statuses Draft Articles can be viewed and modified by creators owners users or security groups and approvers Internal Articles can be viewed by all users who have knowledge base read rights excluding external web access users customers and partners Published Articles can be viewed by all users who have knowledge base read rights including external web access users customers and partners and modified by approvers Expired Articles can be viewed and modified by creators owners users or security groups and approvers Chapter 10 265 Adding Articles to the Knowledge
249. e dialog box Applies to case resolution emails only Chapter 10 261 Knowledge Base The knowledge base keeps track of the solutions to your customer service cases Each separate case solution is stored in a knowledge base article An article is typically created for each case solution answered question or guideline relating to your products or services Articles in the knowledge base are stored in a standard text format or in a document file attachment format The following sections contain information about the knowledge base e Knowledge Base Window on page 261 e Viewing Knowledge Base Articles on page 262 e Searching for Knowledge Base Articles on page 263 e Status of Knowledge Base Articles on page 264 Knowledge Base Window The Knowledge Base window provides you with a library style tool to manage your knowledge base articles The window is tightly integrated with the Customer Service window The Knowledge Base window displays articles according to number last modified date product category title and status Click on a column heading to sort the articles by the column subject matter To pop up a convenient list of commands to manage articles click your right mouse button 262 Maximizer CRM 11 User s Guide A rs aR Maximizer CRM Escona Tutorial Knowledge Base 10 Displayed Sex Sell tome Enea Reports Setup x d ette eeeh deee a
250. e documents exports documents associated with the exported Address Book entries including date and time document type document name creator owner as well as the document data itself Support non English characters converts the contents of the exported XML file to Unicode format which is required for languages using more than one byte per character such as Chinese If you don t select this checkbox characters will be exported in ASCII format To export Address Book entries in XML format In Maximizer open the Address Book window and select the Companies and Individuals to export or Don t select any entries to export all entries currently displayed in the Address Book list In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Export select Address Book entries The Export Address Book Entries dialog box opens From the Format drop down list select XML Export Address Book Entries ExT Specify export file Eormat Comma Separated Value v I DOS text Comma Sep ted Export option tab delimited XML I Indude field names as first record in export file r Pa all ENEGUE a Click Browse The Select Export File dialog box opens 5 Specify the destination location and file name for the exported file g In the Save as type drop down list select either MXI or XML Chapter 17 423 Click Save B Save
251. eate a new note The Full Access Read Access and Category fields can also have default values You can add default notes in the Address Book Opportunities Campaigns Customer Service and Journal windows gt To add a default note On the Setup tab select Default Note from the Default Entry group The Default Note dialog box opens A Enter the content of the note If necessary select a user or group for the Full Access and Read Access fields as well as a note category 110 Maximizer CRM 11 User s Guide Journal 4 Click OK to save the default note amp Default Note Fle BB fil r hy ia Wt Wl Tahoma y 10 Z Note text Joe Napoli President Escona Estate Wines Properties Details Joe Napoli Full access Joe Napoli X Read access Public X Category x OK Cancel The journal provides you with a location to keep personal records Journal entries can be business activities reference notes and personal ideas These entries are similar to notes except they are not attached to Address Book entries You can add journal entries up to 9 216 characters in length By default journal entries are stamped with today s date You can change the date stamp if you want to add an entry for a past or future time period You can automatically log your Address Book activities as journal entries and search most Maximizer note types from the Journal window if you choose the
252. ecify the default settings and access rights for the calendar and Hotlist Select Dialing to specify settings for dialing phone calls from Maximizer Select Transfer to specify settings for transferring information between Address Books Select Envelopes Labels or Reports to specify settings for printing envelopes labels and reports from Maximizer Select Email to specify the default settings for sending email and the email server Select Outlook Synchronization to specify settings for synchronizing Address Book information with Microsoft Outlook Select Printing to HTML to specify settings for creating HTML files from Maximizer information Select Diagnostic to specify settings for logging error messages Select Overview Page to specify options for the My Work Day page Chapter 13 323 Goe A ara Transfer Envelopes Labes Repos Emai Outlook Synchronization Printingto HTML Diagnostic __ Overview Page System Defauts Logging Format Calendar Hotist Dialing Address Book window options Operng an Addon ok erty daglas tis dalog V Ask at Address Book startup which list to view General options Show email requirements before using email commands Use Strategy Library Wizard instead of Strategy Library Display waming before assigning a strategy to an opportunity Enable OrderDesk Use Windows standard vertical scrolling affects all list windows Display waming before assigni
253. ect Companies Individuals from the Retrieve group On the Search tab select Partners from the Retrieve group On the Search tab select Opportunities from the Retrieve group On the Search tab select Cases from the Retrieve group On the Search tab select Check Duplicate from the Validation group 458 Maximizer CRM 11 User s Guide Actions Menu You can access all commands from the Actions menu in Maximizer CRM 10 5 on the Home tab in Maximizer CRM 11 ea Address Book Entry Home Edit View Search Tools Letter Fax Case Opportunity Email Note Create Write Maximizer C Reports Document RM Escona Tutorial EMR Setup Ka FATo do Insert a File Ta Ry ay A WS FF phone call Print an Envelope Time Assign to aTask Campaign rer YS Xe Make Receive Meeting aCall a Call Action Plan Print a Label Schedule Insert Print Track Subscribe The following commands appear on the Actions menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select Actions gt Create a Customer Service Case Create an Opportunity Make a Call Receive a Call Time a Task Schedule a Meeting Schedule a To do Schedule a Call Schedule an Action Plan Write an Email Write a Note Write a Letter Write a Fax Write a Document In Maximizer CRM 11 On the Home tab select Case from the Create group On the Home tab select Opportunity
254. ed Revenue In Progress Abandoned Suspended Completion details Date March 19 2010 Reason gt Comment Understaffed right now Wait until Celine returns from vacation OK Cancel Apply El click ok Chapter 9 243 Resuming Automated Campaigns You can resume any existing automated campaigns that are completed abandoned or suspended at any time Any incomplete activities in the campaign also resume gt To resume a campaign Open the campaign and select the Status tab A In the Current working status area select In progress Click OK Testing Automated Campaigns You can add subscribers that test all of the activities in the automated campaign at once When you run the test all of the activities in the campaign are sent to the subscribers ignoring the date and start time of the activity gt To test an automated campaign Open the campaign and select the Test tab A If necessary add Address Book entries to the test e Click Add and select Search for Address Book Entries or Add from Address Book List e Search for an Address Book entry by last name or Company name Click Run Test 244 Maximizer CRM 11 User s Guide CHAPTER Customer Service Provide the Key to Success with Customer Service In this chapter Customer Service Cases on page 246 Adding Customer Service Cases on page 249 Status of Customer Service Cases on page 2
255. ed fields e Len Returns the number of characters in a text string e Mid Returns a specific number of characters from the text string starting at the position you specify e Search Searches for text in a string and returns the position of the text e Substitute Substitutes existing text with specified text e Text Changes a numeric value to an alphanumeric text string You can manipulate the returned string using any of the other alphanumeric functions e Value Converts an alphanumeric value to a numeric value Alphanumeric values beginning with alphabetical characters return a value of 0 You can manipulate the string using any of the numeric functions Len Returns the length of a string Syntax Len Alphanumeric Parameters Parameter Data Type Description Alphanumeric String The string to return the length of Example Len Company This example returns the number of characters in the company s name Mid Search Chapter 4 73 Returns a specific number of characters from a text string starting at a specified position Syntax Mid Alphanumeric StartInt LengthInt Parameters Parameter Data Type Description Alphanumeric String The string that you want to search through Normally this would be a merge field StartInt Integer The position of the first character in the string you want to return LengthInt Integer Optional The length of the string you want to return Example
256. ed fields are shown in bold black text 6 Opportunities and customer service cases display the user defined fields for the associated Address Book entries as well as the user defined fields for opportunities or cases 62 Maximizer CRM 11 User s Guide Contacts display the user defined fields for the associated Companies or Individuals as well as the user defined fields for Contacts Amelia Liquors South Sell Escona Wine Ex A 2 Monitoring Actions v ga Probability 58 Basic Information User Defined Fields sales Plans Competitors Partners Status Field Value s B 6 User Defined Fields H Fields for Amelia Liquors South g H Fields for Chen Melanie F Fields for this opportunity Region North West Store size Under 2 000 square feet New Field j Wine Preference Number of Retail Lines 14 Number of Distributors E Partner Information 1 Partner is Lead Internal Resources E F Show blank fields F Show hidden fields Ca Cena Denotes required field Mandatory System and Key Fields There are a number of types of fields in Maximizer These fields display differently depending on some of their characteristics e Mandatory Fields These fields must have values System fields are set as mandatory in Administrator User defined fields are set a
257. ed on the MaxExchange server while the remote computers have different replications of the central Address Book MaxExchange Server can also be installed as a service on Windows Server 2003 Windows XP and Windows Server 2008 The service runs in the background as any other Windows service and typical processing is done automatically Manual control of processing or any other server tasks are then done through the MaxExchange Server Manager from another machine or on the server MaxExchange Remote Synchronization Server MaxExchange Remote Synchronization Server acts as a middle tier in a multi tiered synchronization tree Remotes run MaxExchange Remote Synchronization Server to synchronize their remote changes with those on the site s parent server which is either the MaxExchange Synchronization Server or a MaxExchange Remote Synchronization Server MaxExchange Remote Synchronization Server has the following two basic functions e It synchronizes changes from its remotes with the server and receives updates from the server e t generates and sends its own updates to its remotes Chapter 16 389 MaxExchange Remote MaxExchange Remote Server acts in the capacity of a server and as a remote It may be installed as an application and service or as a service only MaxExchange Server Manager MaxExchange Server Manager is a utility used to access the server from another computer When you install MaxExchange Server as a service
258. ed to an existing Click Through You can select this option when you add indicators associated with SQL metrics or when you modify existing indicators Your system administrator can link SQL metrics with reports in Administrator e Produce a list in Maximizer CRM to work with The Address Book Opportunities Campaigns Customer Service Quotas or Hotlist window opens displaying entries retrieved from the search associated with the indicator e Runa report Reporter opens displaying a specified report You must enter the URL of the report while setting up the indicator e Open another dashboard A dashboard is displayed You must specify the dashboard while setting up the indicator Adding Indicators to Dashboards You can add indicators while creating dashboards or you can add them to existing dashboards in the Dashboards tab of the My Work Day window gt To add an indicator to a dashboard If necessary select the dashboard from the drop down list and select the Dashboard Wizard icon Then select Create a New Indicator and click Next The Indicator Properties screen opens If you are adding the indicator while creating a new dashboard you should already be at the Indicator Properties screen FA Enter the basic information for the indicator and click Next e Inthe Indicator name field specify a name for the indicator e Inthe Full Access and Read Access fields specify the Maximizer user or group with access to the
259. edit documents and templates Keep the following points in mind when working in the Maximizer Word Processor window Use the toolbars for common tasks and formatting text and paragraphs A To run a spell check place your cursor at the top of the document and click the Spell Check button on the toolbar You can choose to always If your template has merge fields the information for the check spelling when saving selected Address Book entry like the address is inserted in changes in your preferences On the Setup tab select place of the merge fields Preferences M Maximizer Word Processor Letter ce fate fabs File Edit View at Paragraph Tools Document Window Help Elx De Be a6ay B FZGUSsya Times New Roman vyif2 z B z u E a E t t i J1 l 2 Biel IL era an pasar Earns PPA EA pestle Pigg Insert company or personal letterhead or type your name and address at Today s date Mr_Ms First_Name Last_Name Position Company Department Division Address_Line_1 Address_Line_2 City kState_Province Zip_ _Postal_Code Country Re Subject of Letter Salutation Body of Letter 4 gt For Help press FL Pgd ind3 Col10 116 Maximizer CRM 11 User s Guide Documents and Templates Templates Documents Understanding how templates and documents are used and how they communicate with each other
260. eeeees Importing Address Book Entries About Two Tier Imports 5 Field Mapping ss cise cesesscestictes anaana aaa aaa aa aaea eaaa a hace dies Importing MXI and XML Fil S ccccseceseeeeeseeeeeeeeeeeseeeeessneeessaees The MaxExchange Distribution Field and XML Import Importing Knowledge Base Articles ccccssceeeeteeeees Transferring Entries Between Address Books What happens During Transfers 2 0 Transferring Address Book Entries 06 Transfer Summary Reports ANd LOQGING ccscccescesteestsesseeesseesnees Enabling TAPI ranna aA seledabill vee area A anaa aaa apna Requirements for Caller ID c cccsscssseessscsseesseecseeesseesseeeseeesseeseneesaes Phone Number Matching with TAPI ceeseeseeseeeeeeeeeeeeeeeeeeeeaees Configuring Maximizer to Use TAPI ccssccssessessteesteesseesseeseeees Updating Maximizer with Live Update cccsccesseeeeseneeeeeteeeeeteeeeees Changing Languages for the Maximizer Spell Checker c ccccceseee Maximizer CRM 11 Ribbon Interface c cssssesesssseeseeneee 447 The Maximizer CRM Ribbon Interface ccccccssecesesssecseessseesseesseesnees 448 Finding Commands in Maximizer CRM 11 cccssccceeeeeeeseeeeeeeeeeseeeeeees 449 File Menu Edit Menu View Menu Search MOnU waasi ea aaa a aa AARSE aas Actions Menu Web Men E ae ea T a a a aa an Tools MNU Sixiecceeiseteietessulecsenecebetzei
261. eesteeeeteeeesees 356 Printing Reports from MaximiZer cccccsccesesstscssecessesseecsseesseesseeeseesnees 358 Types Of Reports ienne iasan a da it 359 Exporting Entries to Microsoft Excel c cceccesececeeseeeeeeseeeeeeeeeeeeeeeaeeaes 360 Graphing and Charting eiieeii iaoiai aiteite iiei 361 Creating Graphs ves EE E S E E E A E 363 Selecting Fields and Values for Your Graphs e ceeceeceeeeeeeeees 364 Defining the Appearance Of Graph ccccccscesesseeseesstesseeeseeesaes 366 Title and Footnote Merge Fields ccsscccseseeceeneeeeseeeessneeesentees 367 Customizing your Graphs cccceccecessceeeeseeeeeeeeeeeeneeeseeeesseeeesseneeeeees 368 Using Graphs in Other Applications cccccccsscecesceeesseeeseeeeseeees 369 Saving Graph SettingS ccccccccssseecsenceeeeeeeeeseeeeesaeeeseeneesseeeeessneeeeees 370 OrdlerDesk iascisvitisccicaccieseshiccestgasvand aatiiadeieaediadedtascdesaazeahiaeitii 373 aN oleo Ea BI EE E E canes TE dea cavadacwadeebeuset 374 Enabling OrderDesk ccccsccceeseceseseeeeeeeeeeeeaeeescaeecsnneeeseneesesneessnees 374 OrderDesk WindOW 2008 ceria a sienna eteetennsh 374 Sal S QUOTES aoc ee eh r a Oa E E a aT 375 Generating Sales Quotes ccccesccceseeeeeeeeeeseeeeeseaeeeesaeeeseneeeseneeeesaees 375 Applying Discounts to Sales QUOtES c cccesececeeteeeeeneeeesseeessneeess 377 Adding Shipping and Tax to Sales QUOtES cc csceeeeseee
262. eeteeeeeteeeees 378 Item Table Merge Fields cccssceceeseceeneeeeeeeeeeeeeeeceeeeeseeesseneeeseeeeees 379 Creating Item Table Merge Fields ccsscecesseeeeseeeeseeeeesseeessees 380 Inserting Item Table Merge Fields ccsscceseseceeeeeeeeeeeseneeesseees 381 Catal lOO EEEE E A E A A E E 382 Chapter 16 AiG Catalogs siccicicciestisindececeasadisdsdvosscdasarienshcuedvcsterduesachonedansteieces Adding Catalog Sections cccccccssscecseseecseeeeeeeeeeeeeneeeseneeeseneeesenees Adding Catalog Items ccccscecessceeeseneeeesseeessneees Importing and Exporting Items in Catalogs Online Orders and Inquiries c cscceseceeesteeeseteeeeeees Credit Card Transaction Processing MaxExchange Remote 2 cccesseeeeeeeeeeeeeeeneeeeeeeaeeeeeeeeeeeeees How MaxExchange Programs Work Togethel cccsssceessteeseseeeeeeees MaxExchange Synchronization Server cccsccccssceeeseceeeeeeeeeseeeeees MaxExchange Remote Synchronization Server MaxExchange Server Managet ccsssceesseeeeeeeeees MaxExchange Remote ccseeeeeees MaxExchange Site Managet 05 MaxExchange Administrator s Guide Glossary of MaxExchange Terms What Data is Synchronized Synchronizing Third Party Data s es Synchronizing Opportunities and Campaigns Microsoft Outlook Synchronization and MaxExchange S nchronizatiO Nsara arno ba fednes vla
263. efore you attempt to launch an automated campaign you must select the Address Book entry recipients gt To add an automated campaign In the Campaigns window on the Home tab select Automated Campaign from the Create group Right click in the Campaigns window and select Add Automated Campaign 2 Choose the type of campaign you want to create Fixed Date or Ongoing and click Next Automated Campaign Type ea Type of Automated Campaign if feii Automated Campaign Fixed Date campaigns run for a specified time period When you apply this type of campaign to a new Address Book entry all steps of the campaign are applied within the fixed time period For example f you launched a campaign comprised of 5 steps and the first 2 steps were completed when an Address Book entry was applied those 2 steps are applied immediately The remaining steps are applied as scheduled Ta Ongoing Automated Campaign Ongoing campaigns are repeated indefinitely until completed or suspended You can apply this type of campaign to a new Address Book entry at any time during the campaign cycle When a campaign is applied the entire campaign is run from start to finish at the set time intervals For example if there was a duration of 1 week between a set of 4 emails each email would be sent 1 week apart regardless of when an Address Book entry was added to the campaign Select the template on which this campaign is based Enter t
264. elds H click ox A new browser window opens to a page displaying the address for the map g Choose an online map site and click OK 50 Maximizer CRM 11 User s Guide Phoning Address Book Entries You can enable logging for phone calls in your logging preferences On the Setup tab select Preferences and select the Logging tab With Maximizer you can quickly dial an Address Book entry make a series of phone calls receive calls and record incoming and outgoing phone call activities in the Phone Log Depending on your logging preferences notes are automatically saved to the entries associated with the calls Users can transfer incoming calls to any other phone extension in the phone company s system If a note is logged for the phone call transfer the logged note includes the transfer information Use the Previous and Next buttons in the Phone dialog box to work through the current Address Book entry list If you are using TAPI you can phone entries directly from Maximizer Otherwise you can still use Maximizer to log phone calls with Address Book entries The following sections contain additional information on phoning Address Book entries e Logging Phone Calls with Address Book Entries on page 50 e Setting Up Automatic Dialing on page 53 Logging Phone Calls with Address Book Entries You can use Maximizer to log phone calls with Address Book entries When you phone an Address Book entry
265. elect or open the customer service case A On the Edit tab select Monitor Case from the Process group or Right click and select Case Monitoring or Select the Monitoring icon in an open customer service case Select one of the case monitoring options e Select Do not monitor this case to remove all users from the list so no user receives email regarding this case e Select Use the system default case monitoring user list to display the users specified in the system default case monitoring list e Select Use the custom list below to modify the list of users who monitor the case Select Users for Case Monitoring ES Select which list of users should monitor this case Do not monitor this case Use the system default case monitoring user list C Use the custom list below Selected users for case monitoring User gt CDANCER Dancer Celine JNAPOLI Napoli Joe MGRAHAM Graham Matt OK Cancel 4 If you select to use a custom list for case monitoring click Add to add a user to the list The Users dialog box opens displaying the users that are available to add to the list 5 Select a user and click OK to add the user to the list Chapter 10 259 Users Ea User ID Display Name Department Position x BHOLLY Bilie Holly Sales Regional Sales Manager COMPANY COMPANY ee DBROWN Daniel Brown Sales National Sales Manager JBOWSER Jon Bowser Sale
266. enable you to select a value or values from a list This type of field is very useful for multiple choice or multiple value fields If you create a table user defined field with the single value only attribute only one value can be selected from the list e Yes no user defined fields These fields record either yes or no values Since the fields must contain one of these values these user defined fields are always mandatory Working with User Defined Fields Keep the following points in mind when working with user defined fields By default user defined fields are displayed in a tree view where fields are nested within folders You can also display the fields in an alphabetical list without their folder structure You can set your default user defined field view in your preferences On the Setup tab select Preferences and select the View User defined fields in tree view option in the System Defaults tab A Double click on a field to add or modify a user defined field value When you select the Show blank fields option all user defined fields in the Address Book for the type of entry are displayed not only the fields with existing values 4 When you select the Show hidden fields option fields and folders that are set to hidden appear shaded When you clear this option the fields and folders are completely hidden 5 Mandatory fields are denoted with an asterisk displayed after the field name and type System defin
267. ence Data Type Len Foreign Table Ref String String String String String String String String String String String String 80 AMGR_User_Field_ Defs_Tbl Type_Id 60027 Table _Id 2 Code_ld 80 AMGR_User_Field_ Defs_Tbl Type_Id 60041 Table _Id 2 Code_ld 160 160 80 80 80 80 80 80 80 80 Description and Rules Text value of the Fee_Type field Text value of the Status field 57999 Unassigned 57998 Assigned 57997 Escalated 57996 Callback 57995 WaitCustomer 57994 Cancelled 57993 Resolved Name of the user responsible for the case Name of the user who owns the case Address information of the Company Individual who originated the case Text value of the Priority field 57900 Low 57901 Medium 57902 High Text value of the Severity field 57900 Low 57901 Medium 57902 High 504 Maximizer CRM 11 User s Guide Amgr_Opportunity View The AMGR_Opportunity View contains information about e Sales opportunities Opp_Type 0 e Traditional marketing campaigns Opp_Type 30 and Automated marketing campaigns Opp_Type 10 15 or 20 Note This view supports insert modify and delete actions and supports MaxExchange transaction journalling Opportunities Table 11 AMGR_Opportunity View Opp_Type 0 Opportunity Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_lId Numeric 9 Sequence_Numbe
268. ent list from a campaign Open the campaign and select the Subscribers tab A Click Remove and select Remove Based on Address Book List 242 Maximizer CRM 11 User s Guide Status of Automated Campaigns You can view the current status of your automated campaigns in the Status column in the Campaigns window You can also change the status and view more details on the status of campaigns in the Status tab of an open campaign The following sections contain additional information on the status of automated campaigns e Suspending Automated Campaigns on page 242 e Resuming Automated Campaigns on page 243 Suspending Automated Campaigns You can suspend automated campaigns that are in progress at any time When a campaign is suspended all of the activities in the campaign are also suspended gt To suspend an automated campaign Open the campaign and select the Status tab A In the Current working status area select Suspended Optionally in the Completion details area specify the date and reason and enter a comment 2010 Escona Wines Email Campaign Email Campaign 2010 Escona Wines E A 2 Ba E E Actions x Pending activity 3 16 2010 8 45 00 AM Introductory Email Basic Information User Defined Fields Marketing Plans Subscribers Status Test Campaign creation date and start date Created March 15 2010 Start date March 15 2010 Current working status e Complet
269. ent or an application Start a user defined field for an Address Book entry Run a Maximizer macro Draw a graph from a defined graph catalog Retrieve a search catalog in Next gt Cancel 5 Specify the details of the custom action e Ifyou chose Browse a website or Open a document or an application click Browse to locate the document application to run or enter the URL or the path to the document application Action Button Properties x General Internet URL http www maximizer com m Label Tooltip lt Back Next gt cance 330 Maximizer CRM 11 User s Guide If you select a document it opens in the default application for the type of document To open the document with another application specify the path to the application enclosed in double quotes enter a space then specify path to the file For example to launch WordPad and open the file Notes txt in the Document Application text box type the following C ProgramFiles Accessories WordPad exe C Notes txt To load a new instance of an already running program select the Load new instance checkbox If you chose any other item select the specific user defined field macro graph or search from the drop down list Action Button Properties esa General Search catalog Mark Bertoll s Partners z Description All address book entries whose Acco Label Mark Bertoli s Partners Too
270. eparating different commands within the tabs Maximizer button The button in the top left corner of the window When you click the button a menu containing additional commands is displayed z Maximizer CRM a Edit View 1 Reports Setup 5 Em z Letter LNE TT GA G a AS AS Book Entry 9 Document aCall a Call Action Plan Create Write Phone Schedule 3 To do Insert a File pa RY we x Sv X f Phone Call si Print an Envelope S Make Receive Meeting Time Assign to Print a Label aTask Campaign Insert Print Track Subscribe gl Address Case Opportunity Email Note lt AppendixA 449 Maximizer CRM 11 Ribbon Interface Finding Commands in Maximizer CRM 11 File Menu The following sections list the commands in Maximizer CRM 10 5 along with a description of how to find the commands in Maximizer CRM 11 File Menu on page 449 Edit Menu on page 453 View Menu on page 455 Search Menu on page 456 Actions Menu on page 458 Web Menu on page 459 Tools Menu on page 459 Reports Menu on page 461 Window Menu on page 461 Help Menu on page 462 You can access most commands from the File menu in Maximizer CRM 10 5 by clicking the Maximizer button in Maximizer CRM 11 You can also access commands on the Home and Setup tabs A amp Open Address Book S if Close Address Book Ls Login Print mport Export Transfer gt Administrator
271. eport gt Refresh If you created a folder it is displayed as one of the available report types and your report is available in the folder where you saved the report 356 Maximizer CRM 11 User s Guide To access the report on the Reports tab select Crystal Report and select the report from the folder For example select Sales and then select the report name Creating and Accessing Personal Reports In order to launch Crystal Reports from Maximizer you must be part of the Crystal Report Users security group See the Maximizer CRM Administrator s Guidefor more information Maximizer installations create the local folder My Documents MaximizerReports This local folder is the default location for your personal report templates You can create new report templates edit existing report templates and view reports using existing report templates directly from Maximizer gt To create and access a personal Crystal Report from Maximizer On the Reports tab select Crystal Report gt Personal gt Custom Report to launch Crystal Reports and create the report A When you are prompted enter a report name By default the report is saved in My Documents MaximizerReports Save As BE Save in Sy MaximizerReponts gt ee MyReport pt My Computer Se hem Eo a My Network P Save as type Report files rpt X Cancel Create the report in Crystal Reports and save the rep
272. er String DateTime DateTime Integer Len Foreign Table Ref 8 11 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Description and Rules Potential revenue anticipated from campaign once it is successfully completed Only the Campaign Leader user can modify this field Start date of a traditional campaign that is not using a template Null for campaigns using a template Not applicable to campaigns Actual close date of the campaign Updated as the campaign s steps are applied before or ahead of schedule Must be greater than Start_Date Only the Campaign Leader or MASTER user can modify this field Not applicable to Opp_Type 30 Date and time when campaign was last modified stored in Last_ Update_Date Actual revenue generated by the Campaign Applicable only if Status 3 The date the campaign was suspended Applies only to campaigns using a template The number of days a campaign was suspended Applies only to campaigns using a template where the campaign is suspended and then resumed after one day or more Appendix B 515 Crystal Reports Database Views Tables Reference Table 13 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Dynamic_Strat Dynamic_Team Opp_Type Comment Completion_ Comment Last_Update_Date Updated_By_Id TestStatus Last_Opp_lId Data Type Integer Integer Integer String String DateTime
273. er CRM 11 User s Guide Accessing Notes The links in the View section work only if JavaScript is enabled on your device You can disable the View section in your Navigation Preferences If the View section is not visible select View gt Notes from the Actions drop down list You can access notes associated with Address Book entries opportunities and customer service cases in Wireless Access gt To view a note Open the entry A In the View section at the top of the entry click Notes In the Type drop down list select the type of note that you want to view or select All Notes 4 In the Category drop down box select the category that the note belongs to or select All Categories Filter Notes for ABC Wine Shop Inc Type Category All Notes hf All Categories Y Search KEAL MAENE E 5 Click Search Notes matching the search criteria are returned For long lists you can click Next or Previous at the bottom of the page to view more notes 6 Click on the note to view its details Date Time Type Creator Full Access Read Access Text Note for ABC Wine Shop Inc o M September 04 2008 318 PM Manual Joe Napoli Joe Napoli Public talked with a sales representative Adding Notes Chapter 12 307 Wireless Access You can add new notes to existing Address Book entries opportunities and customer service cases
274. er CRM 11 User s Guide gt To search by all fields On the Search tab select All Fields from the Search By group The Search by All Fields dialog box opens E click aad The Select Fields for Search dialog box opens Select one or more fields and click OK amp Select Fields for Search x Available fields Selected fields for this search Field User Defined Fields 2010 Campaigns and Sales Re User Defined Fields User Defined Fields 2010 Campaigns and Sales Ac 5 User Defined Fiel 14 UseAlternateForm 3 Combined Partner and Inte 5 2010 Campaigns and Sales T E Received 2010 Email C Ys Accepted Winter Promo g a Sales Marketing 7 Subscription UBB Heard About Promo level aif Customer Service H Partner Retail Reseller Info 41 Customer Profile X lt m gt 7 Show hidden fields Description 4 For each field selected in the previous step select or specify values in the dialog box that is provided e For date fields select Rolling date range to specify date values relative to the current date or select Specified date range to specify the exact values of the date e For alphanumeric date and numeric fields specify values in the From and To fields to return any values within the range e If applicable indicate under Search conditions whether to return entries that match all values or that match
275. er Links Clear Links Delete Link Link Option Index Legend Cancel Help Z 476 Maximizer CRM 11 User s Guide Notes Example Each note created for an Address Book entry is a record in the view called Notes To report on notes associated with Address Book entries you must add the view and link it to the Address Book entry table according to the following table Note Microsoft SQL Notes view name AMGR_Notes Links Client_Id gt Client_Id Contact_Number gt Contact_Number E Database Expert p Data Links Link together the tables you added to the report Linking is needed to match records of one table with corresponding records of another table Data_Machine_Id a Data_Machine_Id a Sequence_Number Sequence_Number Record_Type Owner_Id Owner_Id Client_Id Private Contact_Number Client_Id Type Contact_Number Private Name_Type DateCol Name TimeCol Address_Id NewRecord lt Owned_By_Id Record_Id Note_Type ReadPriv ReadOnly Id 4 Auto Anange Auto Link ByName C By Key Link Order Links Clear Links Dee Une Link Options a1 Appendix B 477 Crystal Reports Database Views Tables Reference SQL Views and Data Tables Following is an appendix of the most common Maximizer SQL views and tables AMGR_ Client View The AMGR_Client View contains name address phone number and email address information for Address Book entries
276. er service case to view or modify it Use the following windows to view additional information for the selected customer service case Chapter 10 When the Address Book window is active you can select the Customer Service following window to display the customer service cases associated with the selected Address Book entry 247 o Ea Es Create BS My Work Day Address Book a Opportunities iG E Quotas Campaigns E gp ars Ji Case Opportunity Customer Service Knowledge Base gt Maximizer CRM Edit View Search Tools Reports Setup amp m Pletter we g EE FA To do Insert a File fA Z ie Fax T Phone Call 4 Print an Envelope Email Note Make Receive Meeting Document aCall a Call Action je Print a Label Write Phone Schedule Insert Print AX Show My Current Cases 2 7E amp g AN A Deadine ant Case Number Company individual Subject HQ 00037 Aggassi Cold Beer amp Win Training Request Joe Napoli Ho 00038 Amea raining Request Joe Napot HQ 00039 Astor Wines amp Spirits Training Request Joe Napoli HQ 00040 Beacon Wine Spirits Training Request Joe Napoli HQ 00041 Albert s Steak House Spoilt product resend Joe Napoli HQ 00042 Armanetti Wine Shoppe Spoilt product resend Joe Napoli HQ 00043 Bacchus Wine Market amp Tasting F Spoitt product resend Joe Napoli HQ 00044 Billabong and Co Wine Distributo Spoitt product resend Joe Napoli HQ 00045 Ans
277. er ucts Ei ig Ansley Wine Merchants 604 601 8001 escona maximizer com 604 601 8000 604 601 8000 i Bacchus Wine Market amp Tasting Room 604 601 8000 escona maximizer com New York NY escona maximizer com San Francisco cA escona maximizer com San Diego cA Knowledge Base D Beacon Wine Spirits 604 601 8000 escona maximizer com New York NY E ig Beringer Vineyards 604 601 8000 escona maximizer com Saint Helena cA A Hotlist Billabong and Co Wine Distributors 604 601 8000 escona maximizer com Balwyn a Boston Wine Cellar 604 601 8000 escona maximizer com Dayton OH hd amp Calendar 1 m a t 88 contact ileum aime LY opportu Rees o Notes i User Defined Fields L Documents LigjAddress Book Orde A f Email Columns Default Contact View aAA Fite lt A amp W Showall Company Ubrary Name and Phone Numbers Company and Date Time Type Text f Amelia Liquors South Amelia Liquors September 18 2010 4 29PM Customer Case HQ 00054 has been aja 604 601 3000 4800 First Coa Service Product BF Personal 604 601 8001 Amelia Island F March 18 2010 3 18PM Task Appointment Modified Chen Melanie Senior Purchasing Agent Amelia Liquors Conference call a OrderDexk 604 601 8000 4800 First Coa March 17 2010 10 41AM Task Hotlist Task Created Phone 604 601 8001 Amelia Island meeting Recent Entries February 25 2010 3 25PM History Joe Napoli has subscribed Nv Sloan Deana Josefina Ame
278. erge Fields sinisesse aiaiai aa 118 Inserting Merge Fields in the Maximizer Word Processotr 119 Mail Merge iri sce euc asinu and aaria ia aE EEEE ai 120 Microsoft Word and Corel Word Perfect Integrations ccscseeeees 121 Inserting Merge Fields in Microsoft WOrd ccssccsseesesstsesseeenees 121 Sending Microsoft Word Documents Unlinking Merge Fields in Microsoft Word ccecceseeeeeteeeeeees 123 Company Library en sk eesasccva aa aa aaar aaa riaa Aaa Aaaa aanrada ina iae naina dadie iY 124 Company Library WiNdOW ccsccccesceeeeeeeeeseeeeeeeeeeessneeseneeeeseteteas 125 Organizing the Company Library ccccccecessceeeseeeeeeneeeeeeeesseeees 127 Adding Documents and Notes to the Company Library 127 Sending Documents by Email from the Company Library 129 Calendar and Hotlist 2 2 cccceseeccceeeeeeeeeeeeeeeeeeeneeeeseaneeeesees 131 Hotlist Tasks iisipan nnna aaa a aa iea iaa 132 Hotlist Wind OW aseina aa ee iaaa ea a aa ea a 132 Viewing Hotlist Tasks isisingit aariaa tan aranna daaa 133 Adding Hotlist TaskS ccccccccsecceesseeeeseeeeeseaeesseeeeeseneeeseueeeseeessnneeess 134 Reassigning Hotlist Tasks ccccscccseeeeeseseeeeseeeeeeeeeeeeeeeseeeeesseeeeeees 135 Calendar Appointment cccccsccceesceceeseeeeeeeeeseeeeeeseneeeeeneeeseneeesseeessaees Calendar Window 22 cccnu adie kids Anica Viewing Appointments 3 Adding Appointmen
279. eric Alphabetical areal Maximizer lets you choose a range of values to graph for the field you select For a table field such as City Town you simply select the table items you want to include in the graph Other field types alphanumeric numeric or date fields require you to enter a range For example if you select Anniversary of Business you would have to provide the date ranges to include in the graph This allows you to include only the area of interest Field Field values Yalues to be graphed for Type of Account v0 00 10000 00 0 00 10000 00 Anniversary of Business j100001 00 250000 00 100001 00 Ee 00 rad saeco 10001 00 25000 00 10001 icity 1000000 00 er Available ranges Creation Date Creator Customer Alerts Customer Interests Department Division entry Type ESC Contact How ESC Heard About _JESC Percentage RED ESC Percentage ROSE ESC Percentage SPAR ESC Percentage WHIT 0 00 10000 00 100001 00 250000 00 10001 00 25000 00 25001 00 50000 00 50001 00 100000 p a gdi IN ESC Primary Interest ESC Promo level Catalog Select All I Do not graph entries without a value z order x C Numeric Alphabetical 366 Maximizer CRM 11 User s Guide Each range you provide becomes an item on the X axis of your graph If you defined your ranges for the Anniversary of Business user defined field as
280. ers so you can exceed your customers expectations and recommend the right solutions at the right time Cross selling and up selling are easy when you know your customer s history better than they can remember it themselves Your staff is spread out around the continent or around the world they re on the go at client locations but you can t afford to have any downtime or inaccurate customer information Maximizer CRMs strength is in its capability to give your staff access to critical data from anywhere at any time on any device at a remote office through the web or on a BlackBerry device Remote Access Through MaxExchange For users in remote offices to effectively team sell and face clients and prospects with accurate information they need to have access to up to the minute data MaxExchange enables Maximizer CRM users to work from a single database that is regularly synchronized to keep everyone current BlackBerry Access Through MaxMobile Web Access For the mobile sales force MaxMobile enables you to easily access your Maximizer CRM information from a BlackBerry device You can then update or add information while out of the office Refer to the MaxMobile online manual for more information Maximizer s web access sites are browser based tools that improve your organization s efficiency by enabling you and your staff to carry out everyday tasks from wherever you are with any computer See the Maximizer on the Web
281. erses m Web IIS Log Files LO Base rn Gavu Cancel Help l Appendix B 475 Crystal Reports Database Views Tables Reference User Defined Fields Example User Defined Field User defined field view name Links When a new User Defined Field is created a new database table or view for that User Defined Field is also created User Defined Fields can be associated with Address Book Campaign Opportunity Customer Service and Users Use the Database Expert Database gt Database Expert to include a user defined field and link it to the desired parent view table The following example is using a user defined field named Annual Sales Microsoft SQL Maximizer ODBC A_ lt user defined field name gt U_ lt user defined field name gt example A_LANNUAL_SALES example U_LANNUAL_SALES Client_Id gt Client_Id Client_Id gt Client_Id Contact_Number gt Contact_Number gt Contact_Number Contact_Number 101 xi Data Links Link together the tables you added to the report Linking is needed to match records of one table with corresponding records of another table Auto Arange Auto Link ByName C ByKey Link Client_Id r Contact _Number Name_Type Name Address_Id Last_Modify_Date Transfer_Date Highest_Alt_Adr_Number Phone_1 Reverse_Phone_1 Client_Id Contact_Number Type_Id Code_Id A_ANNUAL_SALES Creator_Id Creation_Date Creation_Time BL Ord
282. ery Documents to Leads Fax Price List to Leads Properti Print Out Personalized Cover Letter for Joe s Vintage Wine List l Ena test campaign a Description Email Campaign 2007 Escona Wines full selection Next gt Cancel Choose whether you are creating an entirely new campaign template or one that is based on an existing campaign template 220 Maximizer CRM 11 User s Guide If you choose to base the new campaign template on an existing campaign template Maximizer copies the content of the existing campaign template into your new campaign template 4 Type a name and description for the new campaign template and click OK Then click Next Add Automated Campaign Template How should this new template be created C Start with a new blank template Duplicate this existing template Earne z Spelling Email Campaign 2007 Escona Wines Name and description Name Email Campaign 2007 Specialty Wines Description Email Campaign 2007 Escona Wines full selection 5 In the Activities wizard page use the Add Properties and Delete buttons to define the series of activities that comprise this template When adding activities you are prompted to specify the type of activity email fax or print Activities Automated Campaign Activities Activities Name Type _ Days Del Start Time Add Email 10 7 06
283. es Always back up the Address Book before importing The Import Address Book Entries command enables you to perform a two tier import In a two tier import you first import Company entries as Companies Individuals Address Book entries and then you import the people as Contacts If you import a Company record and an existing Company record in the database has an identical value in the Company field then the records are considered duplicates and Maximizer will not import the duplicate Company record However Maximizer will import duplicate Individual and Contact records Note that user defined fields containing more than one available item are not supported in a CSV comma separated values import Use the Advanced Import feature or MTI Maximizer Transfer Interface as an alternative gt To import Address Book entries In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Import select Address Book Entries The Import Address Book Entries dialog box opens A Click Browse and locate the file to import Under Type of import select the type of Address Book entries you want to create from the import Companies Individuals or Contacts If you are performing a two tier import first select the Companies Individuals Then after completing this procedure repeat it a second time to import the Contacts You can save the field mapping for reuse by clicki
284. es on page 291 e Assigning Sales Teams and Leaders to Opportunities on page 298 e Assigning Competitors and Partners to Opportunities on page 298 298 Maximizer CRM 11 User s Guide Assigning Sales Teams and Leaders to Opportunities You can assign sales teams to opportunities in Wireless Access While selecting a sales team you can also select a leader for the opportunity gt To assign a sales team to an opportunity Open the opportunity A From the Actions drop down list select Edit gt Sales Team and click Go The Select a sales team page opens From the Sales team drop down list select a sales team and click OK The Select an opportunity leader page opens The designated team leader is selected by default 4 Select a leader for the opportunity and click OK The opportunity is displayed with the Sales team and Leader fields updated Assigning Competitors and Partners to Opportunities If the opportunity already has competitors or partners assigned to it you can click the Remove button to choose competitors or partners to remove from the opportunity You can assign competitors and partners to opportunities in Wireless Access You can select any Address Book entries as competitors and partners But you can also filter the Address Book to display only entries that are designated as competitors or partners You can also remove competitors and partners that are already assigned to op
285. es from a list e On the View tab select Clear List from the Filter group My Work Day You must be part of the Company Announcement Authors security group for your documents to display in the announcements list Chapter 2 25 My Work Day is an area where everyone in your company using Maximizer can see Hotlist tasks appointments company announcements and Dashboards Select the My Work Day icon to open the My Work Day window A Click on an appointment or a Hotlist task to view details of the activity Select a company announcement from the drop down list to display it in the page To add an announcement to the list insert the announcement as a note or as a text or an HTML document in the Company Announcements folder in the Company Library You must refresh the window for the announcement to be visible in the list On the View tab select Refresh from the Window group 4 Click Settings to show or hide company announcements tasks and appointments or dashboards 5 Select the Print icons to print activities or company announcements for the day 6 Select the Calendar icon and select a date to display tasks and appointments for a different day 26 Maximizer CRM 11 User s Guide Select the Dashboards tab to view your dashboards Maximizer CRM Escona Tutorial My Work Day View Search Tools Reports Setup Ka Paetter ga g E EA To do Di Insert a File a Fax E9 Phone Call 44 Print an Enve
286. escription and Rules User_Route String 80 User_Div String 80 User_AddressLine1 String 80 User_AddressLine2 String 80 User_City String 80 User_State_Province String 80 User_Zip_ Code String 80 User_Country String 80 User_Phone_1 String 22 User_Phone_1_Exte String 22 nsion User_Phone_2 String 22 User_Phone_2_Exte String 22 nsion User_Phone_3 String 22 User_Phone_3_Exte String 22 nsion User_Phone_4 String 22 User_Phone_4_Exte String 22 nsion User_Email_Address String 120 User_WebSite String 120 User_CustomField1 String 120 User_CustomField2 String 120 User_CustomField3 String 120 User_CustomField4 String 120 Creator_Id String 12 Create_Date DateTime 8 LastUpdate_Date DateTime 8 User_ReadAccess Integer 4 WindowLogin String 33 Appendix B 523 Crystal Reports Database Views Tables Reference Table 15 ADMN_User Details Table Continued Field Name Display_Name Record_Id Reports_To Data Type Le String 80 Integer 4 String 12 Foreign Table Ref Description and Rules Not in use Note The user s display name is stored in the AMGR_Resources Table The user ID of the person the user reports to This information is used in organizational charts generated by Maximizer 524 Maximizer CRM 11 User s Guide APPENDIX Glossary of Terms C 526 Maximizer CRM 11 User s Guide Glossary of Terms Use this list of terms to help familiarize yourself with the terminology of M
287. esencdaveveessluevesiiancvavedessidunentivvedlicey R port MENU s icetecceccedeciaencustedadeadendasncuuuditededendcdeicesevesautsaataneudhcuaenee Window MENU i iveivcessievissesivesaecversdecsseveceeveseevecivvediadeeedioates deevedecsesneees Help Menu 6 Keyboard Shortcuts Keyboard Shortcuts Windows Keyboard Shortcuts Ribbons cccccscceeseeeeeeeeeeeseeeeeseeeessaeeesenees Keyboard Shortcuts Dialog Boxes Appendix B Appendix C Keyboard Shortcuts Entries c ccccsccecseseeceeeeeeeeeeeeseneeeeeeeeessneeeseas Keyboard Shortcuts Drop Down Calendars Keyboard Shortcuts Notes cc cccseseeessseeeseeeeeees Keyboard Shortcuts Phone Calls Keyboard Shortcuts Macros 0 Keyboard Shortcuts Other Tasks Crystal Reports Database Views Tables Reference 469 OVE VIO W is innia eaa aa a aaa a a aa aE aaaeaii Data Population for the Current WiINdKOW c ccsccsscesessteesseesseeeeatess Database Views for User Defined Fields ceccceceeseeceeseeeeeeteeeeeeeeeees Microsoft SQL View Prefixes cccccccccccceccecceceseeseeeesssesnsnsscceeeeeseeeeess Database Driver Used to Create Crystal Reports Filtering Data EE E EE A T Mic diate EEE E EA eremes rar eeerrrer Controlling WiNGOWS cccccccceeeceeeseceeeeeneeceeaeeeecaeeeeeaeeeseaeeeeseneesssaeeesenees Customer Service Window Example cccsscceseseeeeeneeeseeeeeenneeees Including Addit
288. ess Book you can restore the Address Book using Administrator The following two backup procedures are available in Maximizer CRM Group Edition e Regular Backup This backup procedure requires the Address Book to be closed and must be done in Administrator See the Maximizer CRM Administrator s Guide and Administrator Help for assistance e Quick Backup This backup procedure is performed on an open Address Book You can perform a Quick Backup from either Administrator or Maximizer If security is enabled you will need access to the MASTER user password The following sections contain information on backing up Address Book data in Maximizer e Quick Backup on page 418 e Backing Up the Dictionary and Holiday Files on page 420 You can use the Quick Backup command in Maximizer CRM Group Edition The advantage of using Quick Backup over a regular backup is that you can perform frequent backups of any open Address Book By default the backup is saved to the current Address Book folder If you don t want to save the backup to this location you can browse to another one If you choose to save the backup to the default location Quick Backup creates a subfolder named Backup in the same folder as the Address Book files The backup file name includes the current date as an identifier For example the following backup file was created from a Quick Backup performed on March 23 2007 The backup was saved to the following def
289. ess Book entry from the list and click the To Cc or Bcc button You can select multiple entries by holding down the Ctrl key or Shift key J click ox Saving Email from Microsoft Outlook You can save email messages in Microsoft Outlook directly to Address Book entries in Maximizer Email messages are saved in the documents tab of the Address Book entries You can save and send a new email message to an Address Book entry or you can save an existing email message to an Address Book entry If there are no Address Book entries associated with the email message you either create an entry yourself or let Maximizer create it for you depending on your preference settings The email message is then saved to this entry s documents If the email address does not have a record in Outlook contacts Maximizer creates a corresponding Outlook contact If you are using Outlook Synchronization for Address Book entries Outlook integration also adds the newly created Address Book entries to the synchronized Favorite List in Maximizer and category in Outlook so they will get synchronized in the future 170 Maximizer CRM 11 User s Guide gt To save an email message to an Address Book entry from Outlook In Outlook select the email message and select the Save Email to Contact in Maximizer icon or In Outlook compose a new email message and select the Send email and save to Contact in Maximizer icon If the Confirm whe
290. eview group In the View bar select the Review Roles icon 214 Maximizer CRM 11 User s Guide Select the role you want to delegate and click Assign Campaign Contacts a Role Senior Management Team F Contacts assigned to selected role in this campaign Name Position Company Alston Kasey Jared Vice President Retail The Wine Sellers Re assign Unassign Comment about the selected Contact OK Close EY Search your Address Book for the desired Contact 5 Select the Contact you are assigning to the role and click OK 6 Click OK again when you are finished assigning campaign roles Assign Contact to Role es Role TF ok Search for contact Cancel Last Name Company TW Ignore leads Contacts available for assignment from search results Name Position Company Adams Dante Project Manager Armanetti Wine Shoppe Alston Kasey Jarred Vice President Reta Fine Wines amp Spirits Inc Atkinson Margarita Project Manager St Helena Wine Ctr Baird Alejandro Area Director Liberty Wine Merchants Vice President Sale Petrocks Liquor en REIS Delegating Campaign Activities to Team Members and Roles If you are working with a marketing team on a traditional campaign and you are a team leader or a member with edit rights you have the ability to delegate the campaign s a
291. ewing 133 148 Hotlist window 16 132 HTML format for automated campaign activities 222 for automated campaign messages 224 for automated campaigns 227 for email 153 158 for knowledge base articles 267 for notes 108 for templates 259 in the Company Library 124 hyperlinks in email 153 in notes 108 icon bar adjusting 325 icon sets 360 ID for traditional campaigns 211 If expressions in formula user defined fields 81 importing 429 Address Book entries 430 field mapping 432 in two tiers 432 knowledge base articles 435 MXI and XML files 433 to catalogs 384 income 335 adding 336 recording 337 incoming call notes 106 incoming calls 52 indicators 343 adding to dashboards 346 Click Throughs 346 controls 345 customizing 350 functions for 344 moving 351 resizing 351 search catalog 344 SQL metrics for 344 Individuals 32 adding 36 Contacts for 37 converting to Companies 42 inquiries online 385 inserting item table merge fields 381 interface 448 internal knowledge base articles 264 Internet transport converting outgoing packets 400 ISO codes for currencies 193 item table merge fields 379 creating 380 537 inserting 381 items adding to catalogs 383 items in user defined fields 67 68 J Journal keyboard shortcuts 466 journal about 110 adding notes 112 Journal window windows Journal 111 JPG file format in the Company Library 124 K Key Fields 62 in Address Book entries 37 in automated campaign
292. f Note including HTML tags Can insert Can update 0 Note is not flagged 1 Note is flagged as important a Some Maximizer functions such as purging searching and MaxExchange synchronization do not support user defined note types which have a Type value greater than 17 b If both TextCol and RichText are populated the value in the RichText field is used as the note If the RichText field is not null and a note is inserted into the TextCol field or the TextCol field is updated the information in the RichText field must be set to null 498 Maximizer CRM 11 User s Guide CMGR_Auto_Campaign_Accounts Table The CMGR_Auto_Campaign_Accounts Table contains details about the Address Book entries that are subscribed to an automated campaign CMGR_Auto_Campaign_Accounts Table Table 8 Field Name Data Type Record_Id Integer CamplID String ClientID String ContactNo Integer StartDate DateTime NextDate DateTime AccStatus Integer ActCount Integer ActType Integer ActFlag Integer AMGR_CSCases View Len Foreign Table Ref 4 24 AMGR_ Opportunity Opp_ Id 24 AMGR _Client Client_Id Contact_ Number Description and Rules Unique identifier of the campaign Insert operations are allowed but not delete and update operations Client_Id and Contact_Number of Address Book entries subscribed to the campaign Insert operations are allowed but not delete and update operations Date when the Address Book entry
293. fault and do not ask again The following options are available for viewing an Address Book All Companies and Individuals in the Address Book All non lead Companies and Individuals in the Address Book All lead Companies and Individuals in the Address Book An empty list no Address book entries displayed The list from your last Maximizer session A Favorite List A saved search If you want the list you select to be displayed every time you open the Address Book window select the Make this my default and do not ask again option If you later decide that you don t want the list to display by default select the Ask at Address Book startup which list to view option in your preferences On the Setup tab select Preferences Chapter 3 35 Viewing Address Book Entries You can view and edit details of Address Book entries at any time You can access an entry from the Address Book page or from a customer service case or opportunity attached to the entry gt To view an Address Book entry In the Address Book window double click on the entry to open it The Address Book entry opens showing the information in the entry A To modify the details of the entry click Edit To view and modify other information related to the entry select the User Defined Fields and Activities tabs 4 If necessary click OK to save changes made to the Address Book entry All The Best Spirits
294. fied user defined fields and some basic fields such as category In the Note tab specify a note that is logged to all entries included in the global edit Global Edit is a very powerful feature so you might consider backing up your Address Book before making significant changes You can perform global edits on Address Book entries opportunities and customer service cases gt To perform a global edit Create a list of entries to modify or In the current list select the entries you want to modify A On the Edit tab select Global Edit from the Replace group Chapter 4 91 The Global Edit dialog box opens Apply your edits in the Basic Information and User Defined Fields tabs You can also apply changes to the Sales Plans Competitors Partners and Status tabs in opportunities and the Solution Information amp Billing tab in customer service cases For many basic fields you can select Remove to remove existing values for a field without specifying alternative values For user defined fields use the Remove column to remove all values or specific values from a field Global Edit E 17 D a B 0 gE ss Edit Basic Information User Defined Fields Note Global Edit Rules Name and address Other information Mr Ms First name Middle name Last name Phone numbers Position Salutation B Department Division B Email addresses Website Company a Address 1 E Address 2 Address E Ci
295. field reports 359 User defined field setup permissions 65 user defined fields 58 391 adding 233 coloring entries by 101 creating 65 database tables and views 471 476 displaying 98 exporting 421 427 folders for 64 formula 70 importing 430 in automated campaigns 233 in customer service cases 250 in opportunities 184 in traditional campaigns 211 in Wireless Access 305 modifying 66 searching 85 setting up 63 sorting 64 types 60 using to launch files applications 327 User Defined Fields following window 59 User Defined Fields tab 60 User Defined Fields window 18 users appointments for 137 140 Hotlist tasks for 132 133 135 notifying about cases 195 257 organizational charts for 55 selecting to monitor cases 257 selecting to monitor opportunities 195 user defined fields for 58 Vv validating email fax in automated campaigns 231 Value function 75 vCards 160 View bar 22 View in Address Book 180 View menu in Maximizer CRM 10 5 455 View tab 455 459 461 viewing appointments 139 automated campaigns 232 customer service cases 247 dashboards 340 documents 113 Favorite Lists for entries 97 knowledge base articles 262 opportunities 181 subscribers of automated campaigns 238 time in world locations 150 views for user defined fields 471 VIM Vendor Independect Messaging 160 virtual directories for web forms 334 wW web access sites about 3 8 270 Customer Access 279 Maximizer Web Access 271 Partner Access 275
296. for dashboard indicators 344 backing up 418 420 Address Books 418 backing up Address Book 90 basic fields coloring entries by 101 displaying 98 searching by 84 billing for customer service cases 255 BlackBerry 3 blind carbon copy Bcc 222 BMP file format in the Company Library 124 bookmarks 273 browsers for Wireless Access 282 c Calendar 136 preferences 143 calendar holidays in 420 in Wireless Access 309 312 Calendar window 16 136 Calendar Hotlist preferences 132 caller ID 439 Campaign Message Editor 224 226 Campaign_Opened_Email_Tracking_URL merge field 227 Campaign_Redirect_URL merge field 223 227 Campaign_Remove_Subscriber_URL merge field 227 campaigns 22 202 activities for 148 adding documents to 113 appointments for 136 139 filtering 204 Hotlist tasks for 132 logging notes for 106 scheduling Action Plans for 146 searching for 84 traditional 203 user defined fields for 58 Campaigns window 15 204 carbon copy Cc 222 Case_Solution_Note merge field 255 cases in Partner Access 278 in Wireless Access 300 304 monitoring 257 catalog for all fields searches 85 catalogs 382 adding 382 for exports 426 items in 383 sections in 382 categories and Microsoft Outlook Synchronization 172 in Microsoft Outlook 175 ceiling function 79 central Address Book folder 390 installing at a distribution site 395 updating 394 398 Chart wizard 366 classic window layout 324 Click Throughs for dashboard indicators
297. for the criteria of closing an opportunity If your company has existing methods of calculating the probability of winning opportunities they can be translated into strategies Strategies are most often used in complex projects involving large risk or long term planning After you have gathered your organization s strategy information you can enter this information into the Strategy Library You can enter an unlimited number of strategies and you can use the components of one strategy to build other strategies The following sections contain additional information on strategies e Strategy Components on page 186 e Strategy Library on page 188 e Scheduling Strategies for Opportunities on page 189 e Progress Indicator on page 192 Strategies are made up of the following components e Steps A step is a milestone in the strategy that reflects actions that must be taken when pursuing the opportunity Each step represents one or more activities that must be accomplished before the step is considered complete e Activities An activity is an action that forms the smallest building block in the strategy As your organization works through an opportunity activities are sent to the team members An activity contains a description of the action an estimate of the time it will take and an estimate of its cost e Roles A strategy probably will be applied to many different opportunities so you may not know the na
298. from Astor to discuss our new line of products The links in the View section work only if JavaScript is enabled on your device You can disable the View section in your Navigation Preferences If the View section is not visible select View gt Appts Tasks ea the Actions drop down ist Chapter 12 311 Wireless Access gt To view an appointment or task associated with an entry Open the entry A In the View section at the top of the entry click Appts or Tasks All appointments or tasks associated with the entry are displayed Click the appointment or task that you want to view The page displays details of the appointment or task In appointments the Appt with section displays all Address Book entries assigned to the appointment Entry information includes name phone number and email address Appt with Name Main Main Name Main Main Name Main Adding Appointments and Tasks You can add personal appointments or tasks And you can add appointments or tasks associated with Address Book entries or customer service cases When you add an appointment the Date From and Until fields are filled in automatically but you can change them if necessary The Subject field is mandatory and cannot be left blank gt To add a personal appointment or task Open the Calendar A From the Actions drop down list select New Appointment Task and click Go Enter the appointment or
299. from the Catalog group and select the name of the saved search gt To retrieve a search from the search catalog On the Search tab select All Fields from the Search By group A Click Catalog Select the saved search and click Retrieve The search criteria from the saved search is displayed in the Search by All Fields dialog box 4 Click OK to run the search 90 Maximizer CRM 11 User s Guide Undoing Searches Global Edits You can quickly undo the most recent search in the Address Book Opportunities and Customer Service windows gt To undo the most recent search On the Search tab select Undo Search from the Options group The entries in the current list are replaced with the entries in the previous list You can update a number of entries at the same time with the Global Edit command The changes are applied to all entries included in the global edit You can either select the entries to apply the edits to or apply the edits to all entries in the current list When working with a global edit keep the following points in mind Specify values in most fields available for the type of entry you are working with Specify Remove to remove values from basic and user defined fields leaving the fields blank In the Remove column of a table user defined field select specific field values to remove from the field without removing all values In the Global Edit Rules tab specify how to add values to modi
300. g MXI files or to import XML files use the Advanced Import method described below which enables you to specify a number of preferences about how to import the file Note that customer service cases are always imported as separate records and are never merged with existing cases gt To import from an MXI or XML file In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Import select Advanced Import A Next to the File name field click Browse and locate the xml or mxi file to import Once you have selected the file to import Maximizer fills in the Log File field automatically to create a log file with the same name and location as the import file To change the default Log File click Browse and provide an alternate log file location and or name 4 In the Log Level drop down list specify how much detail to include in the log file 5 Specify any additional import options 6 Click OK to begin the import 434 Maximizer CRM 11 User s Guide Advanced Import Ex Select XML or MXI import file Eile name Browse Log File noes Log Level Errors v Address Book entry update options C Always insert Use Identification field to match entries Use Name field to match entries Use this user defined field to match entries z Contact update options C Always insert C Use Identification field to match entries Use
301. g box to appear Internet Options 71x General Security Privacy Content Connections Programs Advanced D To set up an Intemet connection click a Setup Dial up and Virtual Private Network settings Dialup Connection Add Remove Choose Settings if you need to configure a proxy Setings _ server for a connection jial a connection Always dial my det Current default None Set Default Local Area Network LAN settings LAN Settings do not apply to dial up connections LAN Settings Choose Settings above for dial up settings OK Cancel Apply Changing Your MaxExchange FTP Password When the MAXEXCHANGE user profile Password changes all distribution sites need to receive this information so that they can access the MaxExchange FTP server The MAXEXCHANGE Password can be changed only at the server using the MaxExchange Site Manager When the Password is changed and the change is processed by the server the change is contained in a data packet for each distribution site to pick up gt Changing your MaxExchange FTP password Click Process Data Packets The data packet containing the Password change is downloaded to your computer If your computer is set to use FTP transport and the server FTP password has been changed you will receive the Server Login dialog A Enter the password given to you by your system administrator Chapter 16 411 MaxExchang
302. g campaign Identify appropriate advertisers Identify trade publications and magazines suited for print advertising Cost 2 000 00 Effort 1 14 week s Priority With Advertising Agency Submit ads for the season Submit completed print ads to all advertisers being used Cost 2 000 00 Effort 5 00 hour s Priority With Advertising Agency Brainstorming Brainstorming with entire marketing team and agency for new ideas and new offers for the upcoming season Cost 500 00 Effort 3 00 hour s Priority With Advertising Agency Activities Follow up program Telemarketing campaign Develop a telemarketing campaign for the marketing program Cost 200 00 Effort 2 00 day s Priority Chapter 9 209 Identify target market Compile list of geographic territories of high income 30 55 yrs amp identify retailers in the area Cost 1 000 00 Effort 2 00 day s Priority With Advertising Agency Roles Advertising Agency Printer Creating Traditional Campaign Templates The Save As button in each tab lets you save the selected campaign template or element under a new name This can be useful if you want a new campaign template or template element but you don t want to create it from scratch Once you have planned your traditional campaign template you can easily enter it into the Campaigns window The Traditional Campaign Template Library is a tabbed dialog box in which you can create a library of steps activities
303. g cases 303 escalating customer service cases 252 Escona Tutorial Address Book 271 275 279 eStore 385 ETF file format for automated campaign activities 222 for automated campaign messages 224 for automated campaigns 227 for templates 259 exact phone number matching 441 executive reports 359 expenses 335 337 Expenses window 335 expired knowledge base articles 264 exporting 421 customer service cases 426 from catalogs 384 in text formats 423 in XML format 421 knowledge base articles 428 saving to catalogs 426 to Microsoft Excel 360 F F1 help 27 Favorite Lists 94 adding removing entries 96 and Microsoft Outlook Synchronization 172 175 at Address Book startup 34 95 column setups in 98 creating 94 in automated campaigns 230 in Wireless Access 316 retrieving 96 viewing 97 536 Maximizer CRM 11 User s Guide favorites 273 fax activities 235 resetting counters for 237 fax activity 221 fields 476 file formats of knowledge base articles 267 File menu in Maximizer CRM 10 5 449 files opening from custom actions 327 filtering activities 148 entries 22 notes 107 opportunities 180 First_Name merge field 118 fiscal year 199 fixed date campaigns 204 fixed date campaigns 239 floor function 80 folders for user defined fields 63 64 in the Company Library 127 following windows 13 204 246 Address Book OrderDesk 374 for Hotlist window 132 Opportunities 180 Related Entries 42 User Defined Fields 59 follow up activi
304. ge 344 348 Maximizer CRM 11 User s Guide Dashboard Wizard Webpage Dialog es What to Report Your control will display information from your Maximizer CRM system such as the total Forecast Revenue of all of your Opportunities set to close this month or a list of Activities for this week This is where you define what it is that will be reported Select one of the options below and click Next to continue Z Use a catalog search Records to search Quotas and Sales Saved search to use pia oc i Use an existing SQL metric SQL metric Abandoned Automated Campaigns xi Next gt cancel 5 If you are associating the indicator with activities or quotas specify how to filter the information and click Next If the indicator is associated with activities you can filter the activities by type appointment or Hotlist task user date and other fields specified in the activity If the indicator is associated with quotas you can filter the quotas by team territory or leader and by date range Dashboard Wizard Webpage Dialog es Quotas and Sales Metric Definition The following selections define which Quotas will be reported by this Indicator TeamTerritory Leader lt Current User gt z Date range Current Fiscal Quarter v 6 If you are creating a list control specify the type of information to return e To view information di
305. ge 390 Glossary of MaxExchange Terms on page 390 What Data is Synchronized on page 392 How Do Receive Updates on page 394 Starting MaxExchange Remote on page 395 Receiving the Address Book on page 395 Starting a Processing Session from Maximizer on page 398 Processing Packets on page 400 Setting MaxExchange Preferences on page 403 FTP Transport Method on page 407 Email Transport Method on page 411 Troubleshooting Logs on page 415 388 Maximizer CRM 11 User s Guide How MaxExchange Programs Work Together MaxExchange consists of the following applications e MaxExchange Synchronization Server e MaxExchange Remote Synchronization Server e MaxExchange Server Manager e MaxExchange Remote e MaxExchange Site Manager MaxExchange Synchronization Server One person is usually in charge of setting up and administering the central Address Book This MASTER user or a user with Maximizer Administrator privileges acts as an administrator for the MaxExchange Server designates a Maximizer Address Book as the central Address Book or central Address Books if you are using multiple databases and schedules updates There is only one server for any given Address Book but one server can have many remotes These sites are either remote servers or remotes which can be connected by LAN WAN dial up access or through the Internet The central Address Book is maintain
306. ge Change Field 1 Used by Maximizer Change_Bits_High Binary 8 MaxMerge Change Field 1 Used by Maximizer Creator_ld String 11 Creation_Date DateTime 8 Date and time Individual or Contact was created Default is Creation_Time DateTime 11 current system date AMGR_Appointments View The AMGR_Appointments View includes both personal and Address Book related appointments Note This view supports insert modify and delete actions and supports MaxExchange transaction journalling All times are stored in Coordinated Universal Time UTC Table 4 AMGR_Appointments View Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Owner_lId String 11 AMGR_Resources User location or resource that the Resource_Id appointment is scheduled with or There is a separate record for each ADMN Users User user location and resource Id participating in the same appointment If the Location field includes a location that is not in the AMGR_Resources Table Owner_Type 101 the Owner_ld value is L FREEFORM App_Date DateTime 8 Start date and time of appointment Mandatory field Lead_Date DateTime 8 Date and time when the appointment notification should take place Default is 10 minutes prior to App_Date Table 4 AMGR_Appointments View Field Name End_Date Client_Id Contact_Number Private Type Alert_Flag Priority Completed
307. gned to the Customer Service Manager or the Customer Service Representative role in Administrator In the Status drop down list select the status of the case or leave the default status The default status is Assigned or Escalated But you can select any status that is set up to display in Administrator Enter a Note about the case assignment or escalation In the Actions area select the corresponding option to notify the assigned user and or case owner Click OK to finish assigning or escalating the case 254 Maximizer CRM 11 User s Guide Case Hotlist Tasks Hotlist tasks are automatically created when users and follow up deadlines are assigned to cases When a case is assigned or escalated a Hotlist task is created for the user to which the case has been assigned or escalated The original user s task remains If a case is assigned or escalated to yet another user a task is created for that newly assigned user and so on for each assigned user When a case is resolved the original task is automatically marked as complete The task date and time correspond with the case follow up deadline The assigned user the associated Address Book entry and the case subject are included as the task details Case tasks are created regardless of Hotlist access rights Hotlist Task nbn Scheduled date and time Date Time 5 40 Find Time 7 Set alarm 10 minute s _ prior to task Details of task Activity
308. gned users based on the follow up deadlines of the cases The following sections contain information on working with Hotlist tasks e Hotlist Window on page 132 e Viewing Hotlist Tasks on page 133 e Adding Hotlist Tasks on page 134 e Reassigning Hotlist Tasks on page 135 You can view all of your Hotlist tasks in the Hotlist window Because the Hotlist is a controlling window the following windows update with information on the Address Book entry associated with the task Keep the following points in mind when working in the Hotlist window Select the Hotlist icon to open the Hotlist window A Use the Filter drop down list or click the Build Hotlist icon to select the date range you want to show Click the Column Setup icon to add or modify a column setup in the Hotlist window 4 From the User drop down list select a Maximizer user to view another user s Hotlist You must have access to other users Hotlist to view their Hotlist tasks You can give other users access to your Hotlist in your Calendar Hotlist preferences 5 Select Show Appointments to view your appointments in the list with your tasks 6 Double click on a task to view its details Chapter 6 133 ars ia B Edit on JE ca Task Case Opportunity Create ax My Work Day Address Book Opportunities Quotas Campaigns Customer Service Knowledge Base Hotlist Search Tools 4 Letter
309. gration ccccscccsessteesseeseeees Selecting a Microsoft Outlook Address List for Integration 164 Adding Address Book Entries from Microsoft Outlook 006 165 Adding Customer Service Cases from Microsoft Outlook 167 Sending Email to Address Book Entries from Microsoft Outlook 168 Saving Email from Microsoft Outlook ccesecesseesteeseesseesseeseeees 169 Viewing Address Book Entries from Microsoft Outlook c006 171 Microsoft Outlook Synchronization ccccsccceseesecsecsseesseeesseesneeeseeesaees 172 Synchronizing Appointments and Tasks with Microsoft Outlook 173 Microsoft Outlook Synchronization and MaxSync for Microsoft EXCH AN GC mienens eaa naa cussds lave devsnes AAE aT aaa aaa eae E aE Rian Een aA 174 Microsoft Outlook Synchronization and MaxExchange SVINCHOMIZATION EEPE E A 174 Setting Up Microsoft Outlook for Synchronization cccceeeeeees 175 Configuring Microsoft Outlook Synchronization c ccsceeeereee 175 How Phone Numbers are Synchronized with Microsoft Outlook 177 Manually Synchronizing with Microsoft Outlook cccceseeseeerees 178 OPPOrtuNitles a iisces cc pesesee daa aiis iisiiaaaisa dassie sisadek iiias anni 179 About Opportunities ioncam ariera ae eere a ar e aiaeeiiee 180 Opportunities WINdOW ccccccceeeseeeeeeeeeeeeeeeeeeaeeeeeaeeeseneeeenaneeesaees 180 Viewing OPPOrtUNities cccecceecceceeeeeeeneeeeeeeeeeeeeeee
310. gt Individual Lead from the Create group On the Home tab select Address Book Entry gt Contact Lead from the Create group On the Edit tab select Open from the Entry group On the Edit tab select Delete from the Entry group On the Edit tab select Global Edit from the Replace group 454 Maximizer CRM 11 User s Guide In Maximizer CRM 10 5 select Edit gt Create Duplicate Entry Default Entry Default Note Territory Management Select Entry Select All De select All Invert Selection Make Selected List Current Combine Selected Entries Relate Entries Convert Contacts to Individuals Convert Individuals to Companies Insert File Links Copy Link In Maximizer CRM 11 On the Edit tab select Duplicate from the Entry group On the Setup tab select Default Entry from the Default Entry group On the Setup tab select Default Note from the Default Entry group On the Setup tab select Territory Management from the Territory group On the Edit tab select Select Entry from the List group On the Edit tab select Select All from the List group On the Edit tab select De select All from the List group On the Edit tab select Invert Selection from the List group On the Edit tab select Make List Current from the List group On the Edit tab select Combine Entries from the Relate amp Convert group On the Edit tab select Relate Entries from the Relate amp Convert group
311. guring Microsoft Outlook Synchronization Maximizer Address Book entries are synchronized with Microsoft Outlook based on Favorite Lists Before configuring Outlook synchronization in Maximizer you must create a Maximizer Favorite List that specifies which Address Book entries are to be synchronized with Outlook gt To configure Outlook synchronization On the Setup tab select Preferences and select the Outlook Synchronization tab A Under Synchronization frequency specify how often Maximizer should synchronize with Outlook If you select Never manual synchronization the user must synchronize manually On the Add Ins tab select Synchronize with Outlook from the Office group Under Conflict resolution select the desired method of handling entries that have been changed in both Maximizer and Outlook since the last synchronization 176 Maximizer CRM 11 User s Guide Do not select Ignore computer name if you use multiple computers and synchronize to a different Outlook profile on each computer 4 Under Options specify the remaining settings In the Outlook profile field enter the name of the user s Outlook profile This information must be obtained from the user s computer To ignore the computer name when synchronizing select the Ignore computer name checkbox To synchronize appointments select the Synchronize appointments checkbox and specify the date range of appointments to synchronize Privat
312. h Maximizer If you synchronize a recurring task from Outlook and then delete the task in Maximizer all instances of the recurring tasks are deleted If you want to delete a single instance of a recurring task you should delete the task in Outlook and then re synchronize with Maximizer 174 Maximizer CRM 11 User s Guide Group Appointments When using Outlook Synchronization group appointments in Maximizer synchronize to Outlook for the current user only However the synchronized appointment in Outlook includes all the locations resources and attendees information in the appointment notes To fully synchronize group appointments between Maximizer and Outlook use MaxSync for Microsoft Exchange Microsoft Outlook Synchronization and MaxSync for Microsoft Exchange If MaxSync for Microsoft Exchange is installed and configured for the current Address Book Outlook Synchronization no longer synchronizes appointments or tasks However Outlook Synchronization still handles Address Book entry synchronization If MaxSync for Microsoft Exchange is active the appointment and task synchronization sections of the Outlook Synchronization configuration properties are disabled Refer to the Maximizer CRM Administrator s Guide or Administrator Help for more information about MaxSync for Microsoft Exchange Microsoft Outlook Synchronization and MaxExchange Synchronization In a MaxExchange environment with Microsoft Outlook Synchronizati
313. h as Inbox Outbox Sent Items Deleted Items and your personal folders are displayed For more information on configuring Maximizer for Outlook Synchronization refer to the Maximizer CRM Administrator s Guide and to Maximizer Help gt To set up Maximizer for Outlook On the Setup tab select Preferences A Select the Email tab Find the Override Extended MAPI option and verify this setting is disabled the checkbox should be cleared E click ok 5 Exit Maximizer g Restart Maximizer 162 Maximizer CRM 11 User s Guide Microsoft Outlook Integration Outlook integration works with Outlook XP 2003 or higher In Outlook select View gt Toolbars to view and modify the toolbars that are currently enabled Outlook integration is not the same as Outlook synchronization which synchronizes information in Outlook and Maximizer Microsoft Outlook integration for Maximizer installs toolbars in the Mail Contacts and Contact information windows in Outlook To access Maximizer commands the Maximizer Add In toolbar must be enabled From the toolbar you can complete the following tasks in Maximizer e Create Address Book entries e Create cases e Save email messages to Address Book entries e View Address Book entries Before you can use Outlook integration you must specify which Address Book to save the contacts and email messages to The following sections contain additional information on usi
314. h your search criteria 4 If applicable specify the Range of the items to search 5 Specify the Maximum entries to be returned in your search This number is important to note because it affects what is displayed in your list after your search g Click OK to run the search Search by City Town E City Town zl Range Find matching Modify current entries list Leads options V Companies C Add search results to list Entries that are not leads Ce 7 Individuals C Narrow ist All entries x C Leads IV Contacts Replace list with search results My leads only Maximum entries 1000 x Cancel Maximizer s Search by All Fields feature is useful when you need to search by fields that are not listed in the Search tab or when you want to search by more than one field In the Search by All Fields dialog box you can build complex search arguments and even save your search in the catalog for later use Use the Search by All Fields feature to find user defined fields or a combination of user defined fields and basic fields to produce a custom list of Address Book entries opportunities campaigns and customer service cases In the Opportunities or Customer Service window you can search by Address Book entry fields as well as opportunity or customer service fields The search returns opportunities or customer service cases associated with the Address Book entries matching the field values 86 Maximiz
315. hat email reminders are also sent to Address Book entries Chapter 6 139 Appointments for a day week or month are displayed in the Calendar window You can hold your mouse pointer directly over an appointment to see more information You can also click on an appointment to open it and view its details When you open an appointment its details are displayed in the Modify Appointment dialog box Here are some tips for working in the Modify Appointment dialog box Click Options to set lead times for alarms and email reminders to specify that email reminders be sent to Address Book entries and to sign yourself out of the Peg Board Default settings for alarms are specified in your Calendar Hotlist preferences A Click Recurring to view details of recurring appointments Select Completed to mark the appointment as completed 4 View information on the entry associated with the appointment in the information bar If the appointment is linked to an opportunity a case or a campaign the entry is displayed as a link in the appointment You can click the link to retrieve the entry in the associated controlling window If the appointment is personal you can link it with the current entry 5 Specify the date and time of the appointment If the end time of the appointment is earlier than the start time the appointment spans into the next day After clicking in one of the time fields you can click the ellipsis button next to
316. hat particular user can perform these actions 4 In the Columns in View area click a column header 5 In the Available fields list click the plus symbol to expand a folder select a field and click Add to add the field to the selected column You can repeat this step to add multiple fields to the selected column Fields in the current column appear in display order in the Selected Fields list g If you add multiple fields to the column specify the field label for each field or select field separator characters from the Field Label drop down list to place multiple fields on the same line If necessary click Properties and modify the heading and width of the column E Repeat steps 4 7 for each column in the column setup 100 Maximizer CRM 11 User s Guide 9 Click OK to save the column setup Defined View Properties ree Details of view Name Sales View a Kani cance Full access Joe Napoli v Read access Joe Napoli X Columns in view Name Sales Lead Lead status Lead source Territory Account Manal First Contacted Column 8 Column gt Entry Type ico SalesLead Leadstatus Lead source Territory Account Mana First Contacter E Move column pef Fields in current column Available fields Selected fields B amp Sales a First Contacted Date E ts existing customer as Lead source si gt Lradstatis Remo Primary Interest FE First C
317. have finished mapping the fields the Order of Import middle column displays the corresponding Maximizer field beside each field in the Fields from File column Select Fields for Import ES Available Maximizer fields Order of Import Fields from file Herb csv 7 Field Number 14 Notes Address Book entries a First Name 1 First Name Partner Retail Reseller Info Business Partner Level Last Name 2 Last Name Partner Retail Reseller Info Partner Sales YTD E mail Address 3 E mail Address Partner Retail Reseller Info Reseller Type Phone 3 4 Mobile Phone Partner Retail Reseller Info Volume 7 q lt Skip Field gt 5 Personal Web Page Partner Interests Address Line 1 6 Business Street Phone 1 Description City 7 Business City Phone 1 Extension lt Remove Zip Postal Code 8 Business Postal Code Phone 2 State Province 9 Business State Phone 2 Description Country 10 Business Country Phone 2 Extension z Web Site 11 Business Web Page Phone 3 Description Phone 1 12 Business Phone Phone 3 Extension Compan 13 Company Phone 4 14 Job Tide Phone 4 Description Phone 4 Extension R ts To Sales Lead Sales Annual Sales Sales First Contacted Date Sales Last Visit Sales Lead source I Convert to name case Do not import first record it is a header Import Cancel Catalog Importing MXI and XML Files Always back up the Address Book before importing For more control over importin
318. he extension ATT and the other with the extension HDR If they exist you have received a MaxExchange data packet Email If you see an email message entitled MaxExchange Data Packet in your email inbox you have received a MaxExchange data packet A Start MaxExchange Remote Depending on the transport method you plan to employ the methods for initiating the connection with the server vary as follows FTP You must start by initiating a communication session with the MaxExchange server Select File gt Connect New FTP Server Enter the server IP address or the server name port number Password the MAXEXCHANGE password entered at the server and Address Book ID for this distribution site Click OK when finished HTTP You must start by initiating a communication session with the MaxExchange server Select File gt Connect New HTTP Server Enter the server URL password and Address Book ID for this distribution site Click OK when you are finished MaxExchange should immediately initiate an FTP HTTP session with the server Email or Network Direct Click the Process Data Packets button A dialog will appear asking for the Address Book you want to designate as your synchronized MaxExchange Address Book You may select an existing Address Book from the drop down list or create a new Address Book After the Address Book has been established MaxExchange Remote will inform you that a refresh packet is ready to
319. he name description budget and expected revenue And click Next 230 Maximizer CRM 11 User s Guide Automated Campaign Information es Select a campaign template Template Email Campaign 2010 Escona Wines x iNew Campaign information Name Email Campaign Summer 2010 Description Email campaign to send to new leads promoting our summer offerings Budget and revenue Budget 500 00 Expected Revenue 7500 00 Denotes required field _speling J lt Back Next gt cancel 4 Select the subscribers to add to the campaign Click Next You can choose how to use the current list of Address Book entries You can select a Favorite List Or you can choose to search for Address Book entries directly Automated Campaign Address Book Entry Selection es Choose one of the following Address Book entry selection options for your Automated Campaign Applies the Automated Campaign to the current list in your Address Book window Selected entries in the Address Book list 331 Applies the Automated Campaign to only the selected entries in your Address Book window Current entry in the Address Book list 1 Applies the Automated Campaign to the curent entry in your Address Book window C Favorite List Ajj ent Esc Applies the Automated Campaign to one of your favorite Address Book entry lists Search for entries in the Address Book Allows you to search
320. he Grape Name Category All Categories Y Search Q Ueaaew Documents matching the search criteria are returned For long document lists you can click Next or Previous at the bottom of the page to view more documents 6 Click on the document to view its details Actions v Go Document for Through the Grape Vine Distributors Name Order 38259 Date August 06 2008 Time 9 22 PM Category Urgent a Buaaow Once the document entry is open you can use the Actions drop down list to delete it and send it by email For more information on sending email in Wireless access see Sending and Saving Email Messages on page 293 Chapter 12 309 Wireless Access Accessing Calendar Appointments and Hotlist Tasks You can access the Calendar Hotlist page in the following ways From the Wireless Access home page click Calendar Hotlist A From the navigation footer on the main pages click the Calendar Hotlist icon Navigation 1 Address Book 4 Ooportunitie ih Calendar Hotlist Company Library za Dashboards E Preferences E Customer Service Viewing the Calendar the default calender view You can view the Calendar Hotlist in Daily or Weekly view mode Use follows the settings in the the back and forward arrows to move between days or weeks Calendar Hotlist preferences in Maximizer If t
321. he default You can also go directly to a specific date or week by using the Date pete debate tind s Picker To open the Date Picker click the date link below the Actions default calendar view in drop down list Wireless Access is set to weekly lt 1 may 06 May 12 gt 1 16 310 Maximizer CRM 11 User s Guide gt To change the calendar view Open the Calendar Hotlist A From the Actions drop down list select View Daily or View Weekly and click Go Go lt Eri September 451 PM y ct New Appointment gt New Task 2 88 PM 3 30 PM Departmental meeting a OG el I a Viewing Appointments and Tasks You can view the details of appointments and tasks in Wireless Access You can access appointments and tasks from the Calendar or from Address Book entries opportunities or customer service cases associated with the appointments and tasks gt To view an appointment or task 1 Open the Calendar Hotlist A Locate the appointment or task in the Daily or Weekly view OJN go back to the calendar Click the appointment or task that you want to view view click the Back icon The page displays details of the appointment or task M G9 Appointment Details Mon Sep8 930 4M I aa AM Email 38 minute s prior to appointment Reminder Location Meeting Room Resource Product Samples Subject Showcase new product line Note Meeting with a representative
322. he details of each one so you can leverage each customer opportunity and maximize your total revenue It is the only solution in its class to offer extensive flexibility workgroup security and advanced sales automation and collaboration features Further Maximizer CRM is easy to use for sales people so they spend less time on administrative tasks and more time on selling Marketing Reduce Costs Generate More Leads Attracting attention and generating leads for the sales department is the foundation of marketing Now Maximizer CRM integrates marketing in its total CRM solution to enable marketing departments to manage track and measure cost effective marketing campaigns that deliver more qualified leads to your sales people Using the Campaigns window you can create highly targeted campaigns through profiling and qualifying to retain customers and increase business Chapter 1 3 Welcome to Maximizer Customer Service Increase Efficiency Improve Customer Satisfaction Anywhere Access Attracting attention to your products and services is the foundation of Sales and Marketing but consistent high quality customer service is the foundation for keeping your customers for life After all it is far more expensive to gain a new customer than it is to retain an existing one Maximizer CRM enables you to cultivate and maintain long term profitable relationships by recording and quickly recalling every form of past contact with your custom
323. he selected entries The current entry is shaded with a different color than the selected entries gt To select entries e Click on the gray box to the left of an entry e To select multiple entries click on the entries one at a time while holding down the Control key e To select all entries between two entries select an entry and while holding down the Shift key select another entry e To select or clear all entries in the current list click the gray box in the top left corner of the list Or on the Edit tab select Select All from the List group Columns Default Address Book View i Name Phone Number ABC AggassiCold Beer amp Wine Store 604 601 8000 Albert s Steak House 604 601 8000 __ AllThe Best Spirits 604 601 8000 Amelia Liquors South 604 601 8000 e To clear selected entries on the Edit tab select De select All from the List group e To reverse which entries in the list are selected on the Edit tab select Invert Selection from the List group 24 Maximizer CRM 11 User s Guide Displaying Entries Some actions can be performed on the entire list of entries in a window There are some ways to quickly display and remove entries in a list gt To display only selected entries Select the entries that you want to display A On the Edit tab select Make List Current from the List group The other entries are removed from the list gt To remove all entri
324. heet Maximizer exports the currently selected entries for the active controlling or following window using the column setup and coloring rule displayed in that window If no entries are selected it exports all displayed entries To be able to export entries to Microsoft Excel you must have the Allow export privilege and Excel must be installed on the current computer If the column setup includes multiple fields in a single column each field is displayed in a separate column in Excel with each column named after the Maximizer field name For example if the column setup includes a column named Details which contains the fields Contact Name Next Action and Last Modified Date the Excel spreadsheet would contain three columns named Contact Name Next Action and Last Modified Date If the column setup includes a table user defined field multiple table items are combined into a single cell in Excel For example if the column setup includes a column for the Partner Interests table user defined field and the General Information Press Releases and Technical Bulletins table items are selected the Excel spreadsheet would include a column named Partner Interests containing General Information Press Releases Technical Bulletins in a single cell If you use Excel 2007 or later you have the option of performing an advanced export to Excel This option lets
325. hen you transfer entries between Address Books The Notes window is a following window which means it displays notes only for the selected Address Book entry customer service case campaign or opportunity Keep the following tips in mind when working in the Notes window Identify notes marked as important with the Important icon By default notes are sorted by the Important column but you can sort by any column A Use the Filter drop down list to narrow the entries to a specific note type for example Manual or Email Choosing lt Custom gt enables you to search for notes that contain certain text notes that were created by a particular user or accessible by a particular user or group notes in a specific date range and or a combination of note types g Use the up and down arrows to view the notes for the previous or next Address Book entry Use the Show All option to display all notes for the current Address Book entry This includes notes belonging to the selected Company Individual and all associated Contacts If this checkbox is not enabled only notes belonging to the Company Individual or the selected Contact are displayed 108 Maximizer CRM 11 User s Guide Adding Notes You can also add a note by copying text from the Windows Clipboard In the Notes window right click and select Paste Link 5 Double click on an entry to view the entire note E notes 93 User Defined Fields L
326. hich ones show the selection handles If selection handles appear you can double click it to edit the element Using Graphs in Other Applications If you are making a presentation you will probably want to use your graph in handouts or in an on screen presentation You can save your graph as an image file that you can use in other applications such as word processors spreadsheets presentation software and more 370 Maximizer CRM 11 User s Guide Saving Graph Settings When you save your graph you have a choice of two image file types Windows Metafile or Windows Bitmap If you think you will have to resize the image when you insert it into your document or presentation you might want to use the Windows Metafile format as it is scalable you can resize it without getting any jagged edges If you find yourself often creating the same type of graph you can save yourself some time by saving the graph settings as a graph template in the Graph Catalog After you generate the graph use the Catalog button to save your graph template Once your graph template is saved to the Graph Catalog you can use the template when you next create a graph Graphs for Address Book entries and opportunities are stored in separate catalog The available catalog depends on whether the Address Book or Opportunities window is selected gt To add graph settings to the Graph Catalog In the Graphing window click the Catalog button to open
327. ially created in The location of the KIN files depends on your computer s operating system You can search your hard drive for the KIN file extension to locate the files Chapter 14 353 gt To import a dashboard created in a previous version of Maximizer On the Dashboards tab of the My Work Day window click the Import icon The Import File dialog box opens A Click Browse browse to the KIN file and click Open Click OK to import the KIN file Once the KIN file is converted to a new dashboard it s displayed in the My Work Day window 4 Click the Save As icon to save the new dashboard 5 Enter a name for the dashboard and click OK 354 Maximizer CRM 11 User s Guide Crystal Reports The Crystal Reports viewer is installed automatically with Maximizer and is accessible from the Reports tab To create or modify reports you must have the full Crystal Reports program installed O crystal Reports supports up to Maximizer installs a set of standard Sales and Customer Service 256 linked views when using reports but you can also create your own custom shared reports and Microsoft SQL n A p save them in the MaximizerReports folder in My Documents where they can be accessed from the Reports tab in Maximizer The following sections contain information on using Crystal Reports with Maximizer e Launching Crystal Reports on page 354 e Creating and Accessing Corporate Reports on page 354 e Creating an
328. icable only when Opp_Type 0 NextAction_ String 64 Applicable only when Opp_Type Projected 0 Revenue_Currency_ String 4 Not applicable to campaigns Id Revenue_Rate_ Integer 2 Reserved for future use Do not Type_Id use Last_Cal_ Date DateTime 8 Not applicable to traditional campaigns Calculated_Won_ Float 8 Not applicable to traditional Revenue campaigns Calculated_ Float 8 Not applicable to traditional InProgress_ campaigns Revenue Notify_Flag Integer 4 Not applicable to traditional campaigns AMGR_Opportunity_Link Table The AMGR_Opportunity_Link Table links various opportunity and traditional campaign related information with other tables The type of information and tables it links depend on the value of the Type field The use of numerous fields in this table also depends on the value of the Type field Table 14 AMGR_Opportunity_Link Table Physical Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Table 14 AMGR_Opportunity_Link Table Physical Field Name Opp_lId Opp_Number Step_Id Activity_Id Type Data Type Len String Integer Numeric Numeric Integer 24 4 Appendix B 517 Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR_ Opportunity Opp_ Id Opp_Number AMGR Client Client_Id Contact_ Number Description and Rules Unique identifier of an
329. ically when the Favorite List is retrieved gt To create a Favorite List Create a list of the entries you want saved in the Favorite List From the current list select the entries to save in the Favorite List A On the View tab select All Lists from the Favorite Lists group The View Favorite Lists dialog box opens displaying all existing Favorite Lists Chapter 4 95 View Favorite Lists nese Available Favorite Lists Name Associated Column Setup Add All Entries in Escona All entries in WA Save All leads All noneads in California MaxMobile synchronization entries My leads Properties Outlook synchronization entries nn Delete Close Retrieve this list when an Address Book is opened I Do not apply the associated Column Setup this time Number of visible entries 331 Description Quick way to retrieve all original Address Book entries in Escona Tutorial Click Add The Favorite List dialog box opens 4 Specify the properties of the Favorite List e Inthe Full Access and Read Access fields select a Maximizer user or security group with access to the Favorite List If you select Public all users can modify or retrieve the Favorite List If you select a group or user only members of that group or that particular user can perform these actions e Inthe Associated Column Setup area select an existing column setup to display when the Favorite List
330. ick the ellipsis button next to the Formula field to specify the formula for the user defined field You can write the formula using existing basic and user defined fields Click the Insert Field button to select fields to add to the formula Formula Insert Field If Creation Date gt Date 2009 7 9 New Old OK Cancel You can add arithmetic expressions to your formulas You can also add functions and conditional expressions to create more complex formulas Formula user defined fields can return alphanumeric date or numeric values You specify the type of return value while creating the user defined field The functions available depend on the types of fields that you want to manipulate The following sections contain information on writing formulas for user defined fields e Arithmetic Expressions on page 71 e Alphanumeric Functions on page 72 e Date Functions on page 76 e Numeric Functions on page 79 e Conditional Expressions on page 81 Arithmetic Expressions Chapter 4 71 You can create basic arithmetic expressions for formula user defined fields using the basic arithmetic symbols Multiple expressions can be combined to create complicated arithmetic formulas To write arithmetic expressions for formula user defined fields you can use the following symbols e for addition You can add any numeric values to each other add integers to date values and
331. ies Sales managers can create quota templates And all users with adequate quota permissions can apply quotas to sales teams territories and opportunity leaders The following sections contain information on working with quotas e Quotas Window on page 198 e Creating Quota Templates on page 199 e Applying Quotas on page 200 You can view your current sales quotas in the Quotas window Keep the following points in mind when working in the Quotas window Click the Quotas icon to open the Quotas window A In the main area of the window view the progress of opportunities for users sales teams and territories compared to the quotas Use the Filter drop down list to display all of your quotas all of your quotas for the current fiscal year or all quotas that you have the right to view 4 Use the Show drop down list to display quotas by month quarter or year 5 Select the Quotas Report icon to generate a report on the current quotas Chapter 8 199 A z Maximizer CRM Escona Tutorial Quota Items 12 Displayed x D Home Edit View Search Tools Reports Setup Custom Actions 7x f s Letter lt 8 M3 a A To do i Insert a File Ja QOS E g Hg E B 2 Fa N N Eod T Phone Call 44 Print an Envelope Quota Case Opportunity Email Note lt Make Receive Meeting Time E Document a Call JAdion Plan Print a Label ay Create Write A 5 Schedule Insert Print Track
332. ies If you send the email message from another window the email message is sent to the Address Book entries associated with the selected entries To send an email message to Address Book entries Choose the entry or multiple entries for the email message by doing one of the following e Select the entries e Open an entry e Create a list of entries A On the Home tab select Email from the Write group Right click and select Write gt Email Chapter 7 155 Depending on your email preferences the Send Email dialog box may open For information on the options in the Send Email dialog box see Send Email Options on page 156 To add more email recipients click the To Cc or Bec buttons You can search the current Address Book or your global address list These options are available only if the One email option is selected in the Send Email dialog box Enter a subject and the text of the email message Use the toolbar icons and font drop down lists in the Format Text group to format your message If you are sending email to Address Book entries separately you have the option of inserting merge fields into the message text To add a merge field select Merge Fields from the Insert group select the field and click Insert When the message is sent the field value corresponding to the Address Book entry opportunity or customer service case is merged into the message 5 Select Attachment from the Insert gro
333. ieve Address Book Entries The Address Book window opens and displays the list of the Address Book entries subscribed to the campaign You can also retrieve the Address Book entries for which the campaign was not successful by selecting Retrieve Unsuccessful Address Book Entries gt To retrieve a list of subscribers who have opened email or clicked URLs e Select the automated campaign right click and select an item from the shortcut menu as follows e To retrieve Address Book entries who have opened email messages select Retrieve Opened Emails Address Book Entries Chapter 9 239 e To retrieve Address Book entries who have clicked on a landing page URL select Retrieve Clicked Through Address Book Entries Depending on the option you select the Address Book window opens and displays a list of entries who have opened email or clicked on a landing page URL gt To retrieve a list of entries who have unsubscribed from a campaign e Select the automated campaign right click and select Retrieve Unsubscribed Address Book Entries The Address Book window opens and displays the list of entries who have unsubscribed from the automated campaign gt To retrieve a list of subscribers for a campaign activity 2 Select the automated campaign right click and select Retrieve Address Book Entries by Activity Select the activity and select the subscribers you want to retrieve Options for specifying which entries are
334. ign templates e Activities in Automated Campaign Templates on page 219 e Creating Automated Campaign Templates on page 219 e Adding Activities to Automated Campaign Templates on page 221 Chapter 9 219 Activities in Automated Campaign Templates An automated campaign template determines the actions that occur during a campaign The campaign template sets out in precise terms which activities to use and when to send the campaign media email fax or printed document You can schedule as many activities in a campaign template as you need When adding activities to a campaign template you will need to plan some details ahead of time including the following e How many email messages faxes or printed documents you want to send e Which file types to use for the campaign activity e How many days after the campaign is launched that the campaign message is sent Creating Automated Campaign Templates Once you have a plan worked out you can create an automated campaign template in the Automated Campaign Template Library gt To create an automated campaign template On the Setup tab select Template Library gt Automated Campaign Templates from the File Management group The Automated Campaign Templates dialog box opens A Click Add to add a new template Automated Campaign Templates Automated Campaign template infomation Templates Email Campaign 2007 Escona Wines Add Fax About the Win
335. ile with the entry Insert File Ex Details of document OK Name Escona Wine List Cancel Owner Public Spelling Category gt Lal Le Description Our wine list with modified prices for this customer File C Documents EsconaWineList pdF Browse I Link Result Inserts the file into your document so that you may Taja activate it using the program which created it Maximizer Word Processor To create documents and templates you can use the Maximizer Word Processor which is always installed as part of Maximizer You also have the option of using Microsoft Word or Corel WordPerfect as your word processor The Maximizer Word Processor is a separate application with a toolbar and menus that are similar to other commonly used word processors The word processor includes fax invoice letter and memo templates You can customize these templates or create your own custom templates gt To open the Maximizer Word Processor e Drag an Address Book entry to the Documents following window e On the Home tab select Letter Fax or Document from the Write group The Maximizer Word Processor opens the template for the type of document selected e On the Tools tab select Maximizer Editor from the Other group e Press F8 Chapter 5 115 Maximizer Word Processor Window When you open the Maximizer Word Processor it opens a separate window where you can create and
336. imizer user can use the Territory and Territory Status fields in everyday tasks such as searching for entries adding column setups inserting merge fields and creating reports Users who are not Sales Managers can manually assign territories while creating a new Address Book entry They can also assign a territory to an existing entry if a territory is not assigned and the Account Manager field is blank When a user assigns a territory Set by user is displayed in the Territory Status field The following sections contain additional information on Territory Management e Setting Up Territories on page 44 e Assigning Territories on page 46 e Aligning Territories on page 47 When you set up a territory you can define rules that an Address Book entry must match to be assigned to the territory during an alignment To build the rules use fields such as City Country State Province and Zip Postal Code You can also use user defined fields During an alignment entries are tested against territories in the order the territories appear in the Territory list If an entry matches the rules of more than one territory the territory appearing higher in the list is assigned to the entry Chapter 3 45 All entries match a territory that does not contain any rules So if you create such a territory it is placed by default at the bottom of the Territory list Otherwise entries matching the rules of territories appearing afte
337. indicator and specify the alarm level In the Color Settings tab gauge controls only specify the colors of elements in the indicator In the Gauge Settings tab list controls or gauge controls only specify that gauges display currency symbols or specify the field width and alignment for each field in a list control In the Metrics tab view the name of the metric associated with the indicator If the indicator uses a SQL metric you can select a different metric in this tab If the indicator uses a search you must specify the search criteria in the Dashboard Wizard In the Display Settings tab list controls or Settings tab group controls specify the colors font size and font style for elements of the control For group indicators you can also specify the intervals for the charts and specify that the indicators display currency symbols 4 To modify the properties of the indicators click Wizard to open the Dashboard wizard at the Indicator Properties screen 5 When you are finished click OK g Click the Save icon to save the changes to the dashboard Moving and Resizing Dashboard Indicators When you add an indicator to a dashboard it s added at the bottom of the dashboard But you can drag and drop the indicator to move it to any location in the dashboard When you press Save the location is saved with the dashboard You can also resize dashboard indicators Click the bottom right corner of the indicator
338. ine Dancer 7 ean Status Bi Matt Graham Note Hi Joe Please look into this case and assign it back to me wien you re finished or In the Case Resolution Information area select the status of the case specify the billing information and enter a note to accompany the case 304 Maximizer CRM 11 User s Guide Case resolution information Assigned to Lou Jones Resolved by Joe Napoli Resolution date _9 5 2008 12 11 PM Status eame Biling type ES ble z Bilable time hrs 299 Biling rate 27 00 Case fee 5400 Solution notes In the Actions area specify whether or not you want to apply a follow up action Click OK Status Assigned hd Note Hi Joe Please look into this case and assi it back to me when you re finished Actions Assign the case and apply follow up actions Assign the case without follow up actions fe Cancel If you select to assign escalate resolve the case without a follow up action the changes are saved to the case If you select to apply a follow up action the Follow up Actions page opens Select the follow up actions that you want to apply to the case Notify the assigned user by email Notify the case owner by email Notify the Address Book entry by email or Create Hotlist task for myself to chec
339. ined Fields tab when you clear the Show hidden fields option Chapter 4 65 The new folder now appears in the Set Up User Defined Fields dialog box Add New Folder xs Parent folder lt Escona Tutorial gt Folder name Sample Folder I Set to hidden OK Cancel g Move the new folder to a different position in the list if desired Creating User Defined Fields User defined field and folder names cannot contain forward slash or backward slash characters You can create user defined fields for Address Book entries opportunities campaigns customer service cases and user accounts in the Set Up User Defined Fields dialog box This dialog box is available from the Setup tab in Maximizer or the File menu in Administrator Users can create user defined fields only if they have insert permission for User defined field setup gt To create a user defined field On the Setup tab select User Defined Fields In the User Defined Fields following window right click and select Set Up User Defined Fields The Set Up User Defined Fields dialog box opens Select the tab for the category of user defined fields you want to work with g Select an existing folder inside which you want to create a new field or Select a user defined field to create the new field at the same level as the selected field E click Add Field 5 In the Field Name field type a name for the user defined field 6
340. ing Wireless Access are in the Maximizer CRM Administrator s Guide Wireless Access is a website that lets you access your Maximizer Address Books from wireless devices You can access the following types of information in Wireless Access e Address Book information e Opportunities e Customer service cases e Hotlist tasks and appointments e User defined fields e Notes e Company Library documents e Dashboards Depending on the type of device you are using the screens and procedures may vary slightly Compatible Devices and Browsers In order for Wireless Access to display properly on devices you should enable JavaScript and HTML tables in your web browser Several devices are compatible with Wireless Access Check with either Maximizer Software Inc or your Business Partner for compatibility before deployment Any HTML web browser is compatible with Wireless Access including the following e Go Web for RIM devices e Palm Web Pro for Palm devices e Pocket Internet Explorer for Windows CE devices e Opera for SmartPhones PDAs e Safari for Apple iPhone Visit the Maximizer website at www maximizer com for the most up to date list of supported browsers Chapter 12 283 Wireless Access Logging In to Wireless Access gt To log in to Wireless Access On your device enter the URL for the site into your browser as follows lt Server Name gt MaximizerWireless e g http wirelessweb maximizer com maximizerwi
341. ints to a knowledge base article with the case solution Subject line of the case Table 9 AMGR_CSCases View Field Name Article_Number Notify_Flag Case_Resolved_By Case_Resolved_ Date Case_Owner_ld Description Data Type String Integer String DateTime String Text Appendix B 501 Crystal Reports Database Views Tables Reference Len Foreign Table Ref 24 AMGR_Documents Document_ld Document_ Number 12 ADMN_Users User_ Id 12 16 Description and Rules Points to the solution article in AMGR_Documents table when the Solution_Id and Solution _Number fields are empty This field is intended for remote users who don t have access to the knowledge base database but know the article number for this case in the main database The remote user fills in this field manually and when the case is synchronized with the main database it will reference the article in the knowledge base Customer service case notification flag 0 Notification disabled 1 Notification sent to default list of users 2 Notification sent to custom list of users User ID of the user who resolved the case Date and time when the case was resolved Description of the case 502 Maximizer CRM 11 User s Guide CSCases_View The CSCases_View View includes all the fields from the AMGR_CSCases Table and the following additional fields Note This view is read only Table 10 CSCases View
342. ional Views in Your Reports c cccsssceceseeeeeseneeeseeees User Defined Fields Example ccscccsccscscsseecsecessesseeesnressnseseeesnees Notes DaN o EAE E EE SQL Views and Data Tables ccccccccccccccccesceeeeeeeeeseeceeceseeseeeeeueaueeesssesens AMGR_ Client VieW cccccceeccecccecceeesceseeeeeeeeeeeseeseeeeeeeeeeuuaeeeueeseeeneees Company View People VieW ccccccceeseeeees AMGR_Appointments View AMGR Hotlist VICW i aiaa e a a AE AMGR_Resources Table cccccccccccccscesseeeeeseseceeeesseeeeeuuueaeseeeeeeeeeseeeaaaes AMGR_Notes ViCW ccccccsccsecccscceeeseeeeeeeesessuuaeeeeeusauess CMGR_Auto_Campaign_Accounts Table AMGR_CSCases ViCW 0cccccccccecsseeeceeseseeseeseueeseueenaeees CS Gases VICW iis ces ccsieaiddscztaad fadeoccanadeda aise lacaduadshebddavei debstedaniued E Amogr_Opportunity View cccccccscceeeeeeeneeeeeeeeeeeeeeeeeseeneeeeeessnaeeeees AMGR_Opportunity_Link Table ADMN_User_Details Table Glossary Of Terms 2 2ceeeeeeeeeeeeeeeeneeeeeeeeeseeeeaneeeeeeeeeaeaee 525 Maximizer CRM 11 xii User s Guide CHAPTER Welcome to Maximizer Introducing Maximizer CRM In this chapter From Prospects to Leads to Repeat Customers on page 2 Maximizer Modules on page 5 Maximizer Companion Applications on page 6 Maximizer on the Web on page 8 Maximizer CRM Editions on page 9 Where to Go from Here on page 10 2
343. ions are displayed It s great if you have international dealings of any kind from the occasional phone call to regular contact with your international clients You can set the time for up to six remote locations around the world by adjusting the dials shown in the Clock frame in the World Clock window Keep the following points in mind when using the World Clock To select a time zone right click on one of clocks A To view time zone information click in the corresponding area of the world map To shade the area of the clock where it s night time right click and select Show night 4 To change the time zone displayed in the large clock click on any time zone in the world map and select the time zone World Clock EF Times around the world Daylight Savings AAT AA AME ae ABT AGT Sees 2 eas 8 a ka cate ee CG Ry My W ON SNe My Tandon Pais aio Shiney NewYork Vancouver g Pacific Daylight Time GMT 03 00 Brasilia A GMT 03 00 Greenlan GMT 03 00 Montevideo GMT 03 30 Newfoundland GMT 03 00 Buenos Aires Georgetown Cancel gt To view the World Clock e On the Tools tab select World Clock from the Other group CHAPTER Send Email to Address Book Entries In this chapter Email on page 152 Setting Up Email on page 160 Microsoft Outlook Integration on page 162 Microsoft Outlook Synchronization on page 172 152 Maximizer CRM 11 User s Guide
344. is internally through a hidden tag in your HTML This field would be useful when you have more than one automated services computer running campaigns 228 Maximizer CRM 11 User s Guide Example of a Campaign Email Message In this example an email message will be sent to notify the recipients of a product discount The message template uses the four automated campaign merge fields lt HTML gt lt body gt lt img src Campaign_Opened_Email_Tracking_URL gt lt p gt Since 1995 Escona Estate Wines has produced some of the finest wines in Northern California We invite you to try our wines For a limited time we are offering a select discount to promote our new line of fine wines for 2010 lt p gt Please wisit our website at lt a href Campaign_Redirect_URL gt Landing Page lt a gt lt p gt To unsubscribe from this campaign please lt a href Campaign_Remove_Subscriber_URL gt click here lt a gt lt p gt You are receiving email from this Service Computer Service_Computer_Name lt body gt lt HTML gt Chapter 9 229 Adding Automated Campaigns Automated campaigns are implementations of automated campaign templates You can add as many campaigns as you like using the same campaign template and manage them in the Campaigns window An automated campaign is always associated with one or more Address Book entries the Address Book entries are the recipients of the messages sent in the campaign B
345. is the key to working efficiently with this correspondence system A template is a standard design meant to be used repeatedly to create new documents Templates are generally designed to be used with a company s stationery including default page margins standard fonts and merge fields For example a template might be used for the following e Create form letters for bulk mailings to clients and prospects e Provide a default structure for letters and faxes e Provide a consistent company image You can create a template in the Maximizer Word Processor by designing a document then selecting Template when you save your work When you next create a new document you can use your saved template as the basis for the document You can also customize existing templates to suit your needs A Maximizer Word Processor document is always specific to an Address Book entry customer service case campaign or opportunity Typically documents are created from one of the templates created with the word processor A document can be a letter a fax a flyer or anything you write with the word processor and send by mail fax or email Location of Templates and Documents When you use the Maximizer Word Processor to save your templates and documents they are automatically stored in the Microsoft SQL or Microsoft SQL Express database not the Address Book folder Therefore they can be viewed only through the Maximizer Word Processor and no
346. it Maximizer In Maximizer CRM 11 On the View tab select Map from the Show group On the Search tab select Web On the View tab select Website from the Show group On the Tools tab select Web Form from the Internet group On the Tools tab select Mailing Lists from the Internet group This command is unavailable in Maximizer CRM 11 You can access most commands from the Tools menu in Maximizer CRM 10 5 on the Tools tab in Maximizer CRM 11 Internet Macro Maximizer CRM Escona Tutorial 5x Home Edit View Search Tools Reports Setup g Web Form x amp v 2 m gt Ens E oe ab x y Es aD gt S rO Mailing Lists vd Record Run Last Macro Export Advanced Synchronize Open Maximizer Graphing Phone Timer Maximizer World Macro Macro List to Excel Export to Excel with Outlook Microsoft Word Editor Wizard Clock Office Other The following commands appear on the Tools menu in the Address Book window in Maximizer CRM 10 5 460 Maximizer CRM 11 User s Guide In Maximizer CRM 10 5 select Tools gt Phone Timer Graphing Maximizer Word Processor Maximizer Wizards World Clock Record Macro Run Last Macro Macro List Synchronize with Outlook Synchronize with MaxMobile Reset MaxMobile Export to Excel Advanced Export to Excel Open Microsoft Word Expert Advice In Maximizer CRM 11 On the Tools tab select Phone from the Other group On the Tools tab select Timer from the Other group
347. it card can be captured immediately Once the credit card information has been verified and the purchase has been authorized the information can be securely forwarded via a confirmation email message to both the consumer and the merchant 386 Maximizer CRM 11 User s Guide Payment gateway profiles sometimes referred to as merchant account profiles are used to facilitate online credit card transaction processing from your website When you process an order s credit card transaction using the OrderDesk window you select the appropriate payment gateway profile from the Payment amp Totals tab To see which transaction processing companies are supported by Maximizer select the OrderDesk window On the Home tab select OrderDesk gt Edit Gateway Settings and click the Add button in the Edit Gateway Settings dialog box In the Payment Gateway Profile Properties dialog box you can view the supported transaction processing companies in the Company drop down list There is one payment gateway profile per transaction processing company Before you set up a profile in Maximizer you must contact the company and set up a merchant account This can be done using the Acquire Merchant Account button in the Payment Gateway Profile Properties dialog box CHAPTER MaxExchange Remote Working with MaxExchange Remote In this chapter How MaxExchange Programs Work Together on page 388 MaxExchange Administrator s Guide on pa
348. ities Identify all opportu April 28 2010 Joe Napoli Martinez Daniela A GReview next step Review the details of th April 28 2010 Joe Napoli Martinez Daniela A o Qualify customer interest May 3 2010 E Identify analyze requirements May 14 2010 1 Match our products to their needs May 19 2010 l Proposal development May 23 2010 Proposal presentation June 10 2010 Contract signing June 15 2010 5 m Denotes required field OK canei Apply a Click OK to save the changes to the opportunity 192 Maximizer CRM 11 User s Guide Progress Indicator The progress indicator for the probability of close is updated based on the weighted sum of the standing score of the roles and success factors as well as the number of completed activities within a step The standings of the roles affect the Political Alignment success factor The completed activities affect the On Schedule success factor All success factors contribute to the probability of close Standing Score Roles Political Alignment Standing Score Standing Score t Standing Score Success Factors Fg Probability of Close Standing Score Standing Score l 6 amp amp w ka TE 38 On Schedule B Completed Activity i er lt i Chapter 8 193 Multi Currency Enabling multi currency in an Address Book enables users to enter opportunity revenue i
349. ities 223 in email messages 155 in graphs 367 in mail merge 120 in the Maximizer Word Processor 119 unlinking 123 MESG format for caller ID 439 Message Body Library 224 messages creating for campaigns 225 example for automated campaigns 228 in automated campaigns 224 MET format 436 438 Microsoft Dynamics GP 7 Microsoft Excel 124 267 360 423 Microsoft Exchange Server 160 Microsoft Outlook 160 field mapping from 432 setting up 161 synchronizing with 172 Microsoft Outlook Integration and MaxExchange 174 and MaxSync for Microsoft Exchange 174 Microsoft Outlook integration 162 adding Address Book entries from 165 adding customer service cases from 167 saving email to Address Book entries 169 sending email to Address Book entries 168 setting up 164 viewing Address Book entries from 171 Microsoft Outlook Synchronization 172 appointments and tasks 173 mapping phone numbers 177 setting up categories in Outlook 175 setting up in Maximizer 175 synchronizing manually 178 Microsoft PowerPoint 124 267 Microsoft SQL Server driver for Crystal Reports 471 Reporting Service Viewer 6 Microsoft SQL Server Full Text Search engine 263 Microsoft TAP 439 Microsoft Word 124 267 adding item table merge fields in 381 item table merge fields in 379 Microsoft Word integration 121 381 inserting merge fields 121 mail merge 120 sending documents to printers 122 Mid function 73 minimum function for dashboard indicators 344 MODEM INF file 440 mo
350. ividual Search Address Book A Search By CompanyName Search For Amelia Company Matchin A Individual Contact 4 Favorite ad Lists 5 gt To perform a Quick Search In the Search Company by Name or Search Person by Last Name field on the Wireless Access home page enter the name of the Company or person A Click Search The page displays a list of matching Address Book entries caeno 7 oust Company Libra 8 Dashboards lid Preferences Quick Search Search by Company Name Amela Search by Last Name pa Chapter 12 287 Wireless Access Viewing Address Book Entries You can view the details of existing Address Book entries in Wireless Access You can access Address Book entries from searches from Favorite Lists or from open opportunities customer service cases appointments and tasks associated with the Address Book entries gt To view an Address Book entry e After performing a search or retrieving a Favorite List click on the entry to open it e In an open opportunity case or appointment click the link to the Address Book entry or e From the Actions drop down list in an open task click View Company Individual Contact The page displays all the fields that have values for the Address Book entry Actions hd Go Company Information Full Name Main Fax Main
351. k on this case Follow up Actions Notify the assigned user by email Notify the case owner by email Notify the Address Book entry by email that the case has been re assigned Create Hotlist task for myself to check on this case E Cancel Click OK The changes are saved to the case and the selected actions are automatically applied Chapter 12 305 Wireless Access Accessing User Defined Fields The links in the View section work only if JavaScript is enabled on your device You can disable the View section in your Navigation Preferences If the View section is not visible select View gt UDFs from the Actions drop down list You can view and modify user defined fields associated with Address Book entries opportunities and customer service cases gt To view and modify user defined fields Open the entry Fy In the View section at the top of the entry click UDFs The User Defined Field List page opens The list may be empty if values are not yet selected for any of the entry s user defined fields To view the blank user defined fields click Show blank fields The list displays all user defined fields for the type of entry 4 To modify a user defined field click on the user defined field Then enter or select a new value and click OK The user defined field is updated User Defined Field List Hide blank fields IContract Expiry empty Contract Number 306 Maximiz
352. king with macros Press To F11 Record a macro Shift F11 Run the last macro Ctrl F11 View the list of macros Keyboard Shortcuts Other Tasks The following keyboard shortcuts apply to any other tasks in Maximizer Press To F1 View help for the current window or dialog box F8 Open the Maximizer Word Processor Shift F9 Use the Timer Ctrl W Use a Maximizer Wizard Ctrl Z Undo the last search Alt F4 Exit Maximizer 468 Maximizer CRM 11 User s Guide APPENDIX Crystal Reports Database Views Tables Reference Maximizer Database Views Tables Reference In this chapter Overview on page 470 Data Population for the Current Window on page 470 Database Views for User Defined Fields on page 471 Database Driver Used to Create Crystal Reports on page 471 Filtering Data on page 472 Linking on page 473 Controlling Windows on page 473 Including Additional Views in Your Reports on page 474 SQL Views and Data Tables on page 477 470 Maximizer CRM 11 User s Guide Overview This chapter is a technical reference for using Crystal Reports with Maximizer data For information on Maximizer SQL views and tables refer to the Customization Suite documentation Data Population for the Current Window For more information on user access rights for creating Crystal Reports see the Maximizer CRM Administrator s Guide When you create a new report templ
353. l Log Message Message to Log to Notes Spring Escona Promotion Unlinking Merge Fields in Microsoft Word Dynamic links are created in the Word document only if the Link checkbox is selected in a Insert Merge Field dialog OX After inserting merge fields into Microsoft Word documents the links between the Maximizer fields and the corresponding fields in the Word document are dynamic The field values in the document change depending on the Address Book entry that is selected If you do not want the document s merged values to change when a different Address Book entry is selected you can break the merge field links and save the document with the information from the current entry gt To break links to merge fields in Word On the Maximizer toolbar in Word click the Break Links and Save icon A Browse to the location to save the document and click Save 124 Maximizer CRM 11 User s Guide Company Library You know the value of keeping an organized database of your marketing materials and other company collateral Brochures price lists photos magazine reviews all of these materials should be easy to find when you need them The Company Library provides shared access to a central library of these materials with the security offered by the Maximizer environment If you use another word processor such as Microsoft Word or Corel WordPerfect for your correspondence you can even open a document fr
354. l the information arrives in the inbox and is moved to the Hexadecimal folder after processing begins Please pay special attention to the instructions particular to the transport method your computer will employ with the MaxExchange server If you are unsure about the transport method you will use contact your system administrator before proceeding gt To receive the central Address Book Ensure that you have received your first data packet from the server on your computer Your system administrator will inform you of when an initial data packet has been created and when the packet will be transported to your computer e FTP You must first pick up the data packet from the server For instructions on how to initiate your first MaxExchange FTP transport session see Initiating the First FTP Transport Session on page 397 396 Maximizer CRM 11 User s Guide The hexadecimal folder is actually a folder named with a hexadecimal number that corresponds to the Address Folder ID This ID is displayed in the Distribution List dialog box in MaxExchange Site Manager If selecting an existing Address Book from the drop down list verify that it is not the central Address Book If you create a new Address Book you must specify a name that is different from the name of the Address Book on the server Network Direct In your MaxExchange lnbox lt hexadecimal gt folder look for two files one with t
355. lable for footers and headers e count The total number of entries graphed e date The date the graph is generated e login The user ID of the logged in user e time The time the graph is generated e user The name of the user specified in the Users dialog box in Maximizer 368 Maximizer CRM 11 User s Guide gt To insert a title or footnote merge field Start a new graph A In the Chart wizard select the Layout tab In the Chart Title and Chart Footnote fields enter any fields you want to appear in the title and footnote of the graph Remember to surround the field with square brackets like this 4 Finish creating your graph and save it to the Graph Catalog The first time you create the graph the field name will display not the value i e user instead of Bob Smith The next time you generate the graph the value will display correctly Customizing your Graphs At first your completed graph may not look like much by default it has a plain gray background and the graph s colors are chosen for you li Primary Interest in Escona Wines Primary Interest in Escona Wines No of Entries E As an agentidistributor Corporate gift or occasion E Personal gift or occasion To sell in a restaurantibar To perform other actions cick right mouse button on graph Hold down Ciil key and use your mouse to rotate a 3D graph Baake 1e You can easily add your own touches to your
356. lary is created a new view named A Salary is dynamically created Based on the type of user defined field the view name is prefixed by a designated letter The following table identifies the view name prefixes for each type of user defined field Microsoft SQL View Prefixes The Microsoft SQL driver creates database views for user defined fields using the following prefixes Prefix Type of user defined field A_ Address Book BP_ Third Party Integration Ca Campaign cS_ Customer Service O_ Opportunity U_ Users S_ System Database Driver Used to Create Crystal Reports Maximizer uses the native SQL Server driver MAS_ DSN exclusively to create Crystal Reports in this version of the software However Crystal Reports created in some previous versions of Maximizer were created using the Maximizer ODBC driver The Maximizer ODBC driver is still supported for compatibility reasons with previous versions of Maximizer If you are creating new reports for use with Maximizer use the SQL Server driver 472 Maximizer CRM 11 User s Guide Filtering Data In order to report on particular types of data you need to use selections or filtering in Crystal Reports Use the Select Expert Report gt Select Expert to select or filter data for your report In the case of the Address Book table view use the Record_Type field to select or filter Address Book entries For example to create a report that only shows Company records
357. late _ Key Fields for Automated Campaigns x Campaign details f Status In Progress Price List Distribution Yes star aste arch ig 2018 Catalog Distribution Does Not Receive Catalog close date Mardis 2010 Rumnber of Catalogs Rec Expected revenue 60 000 00 le Selected Customers for v budget s o000 sbecter Urique opened emais 0 0 Unsubscribes o 0 Total unique clicks 0 0 Select the User Defined Fields tab to view and modify the campaign user defined fields These user defined fields are specific to campaigns and are defined as user defined fields for campaigns the type is specified in the Set Up User Defined Fields dialog box You can add new campaign user defined fields by clicking New Field 234 Maximizer CRM 11 User s Guide 2010 Escona Wines Email Campaign Email Campaign 2010 Escona Wines Az ao A S 4 Actions Pending activity 3 15 2010 5 15 00 PM Email 2010 Escona Wines Basic Information User Defined Fields Marketing Plans Subscribers Status Test Field Value s E if User Defined Fields Ids for this campaign New Field HH Number of Catalogs Received H Price List Distribution Yes 14 Selected Customers for Vintage Esc H Catalog Distribution Does Not Receive Catalog c amp Collateral g Show blank fields Show hidden fields g 4 Select the remaining tabs t
358. lays all opportunities that you select to include grouped by opportunity stage The Opportunity Pipeline report can also be modified using Crystal Reports gt To view the Opportunity Pipeline report In the Opportunities window click the Display Opportunity Pipeline Report button in the View bar You are prompted for which entries to include in the report Fy Select the entries to include and click OK Opportunity Pipeline Report Group od by Stage Analyze Requirements Ponant Kame obpotw Rownus ridge Hem wiren Acquire as de ribo somom Fareoa ct Revenue Br Bbgo 160 000 00 Customer s Review Foroa ct Revenue Br Btgo 128 000 00 Negotiation Forvaa ct Paname Kame onpotw Revenue w ger Bros Oel Escona on Wire List z mom Foreas ct Rewnue tr atgo 22 000 00 Spomlumy Postna Sapmi Giga sy ae 198 Maximizer CRM 11 User s Guide Quotas Quotas are available only in Maximizer CRM Enterprise Edition Quotas Window The year shown in the Period column refers to the fiscal year not the actual year If the fiscal year does not begin in January the year shown for the months before January refers to the next year when the fiscal year ends You can manage sales quotas for teams territories and leaders assigned to opportunities Sales quotas keep track of the revenue from opportunities compared to the quota applied to the team or leader assigned to the opportunit
359. lbania Annual Sales Algeria Business Partner Level American Samoa American Samoa icity wJAndorra Andorra compan angola Angola v Anguilla Anguilla Creation Date Antarctica Antarctica Creator Antigua And Barbuda Antigua And Barbuda Customer Alerts Argentina Argentina _ Customer Interests VlArmenia Armenia Department Miaruba Aruba Division MAustralia Australia entry Type Austria Austria LESC Contact How Azerbaijan Azerbaijan JESC Heard About MBahamas Bahamas _JESC Percentage RED Bahrain Bahrain ESC Percentage ROSE Bangladesh _JESC Percentage SPARKLI MBarbados JESC Percentage WHITE Belarus Belarus DESC Primary Interest Belgium Belgium DESC Promo level x VBelize yj Belize x Catalog Range I Do not graph entries without a value Sort order OK C Numeri a i Numeric Alphabetical aye 4 Use the Chart wizard to choose the graph type style and layout 364 Maximizer CRM 11 User s Guide Chart Wizard Gallery I Style Layout Axes Select a chart type 2D C 3D Area Bar Line Step Combination Pie Horz Bar HiLo Gantt Bubble ee r XY Beat Help Cancel dae Next gt P 5 Edit your graph in the Graphing window You can change the appearance of your graph and edit the data From this window you can also save your graph as an image file li Address Book Entries by Country Lol x I Australia _ Canada H France Hong Kong E Wretand
360. ld values Applies to Insert Modify action only Update options Only selected Address Book entries All Address Book entries in list Category MaxExchange Distribution Add table field values Add table field values Replace table field values Replace table field values Remove table field values Remove table field values Read access Add user group field values Replace user aroup field values Remove user group field values K Cancel g Click OK to perform the global edit You are prompted with a message to verify that you want to continue with the operation 94 Maximizer CRM 11 User s Guide Favorite Lists Creating Favorite Lists Favorite Lists keep track of lists of Address Book entries opportunities and customer service cases You can easily create new Favorite Lists and retrieve the lists at any time You can also add and remove entries from existing Favorite Lists to keep track of changes to the list The following sections contain additional information on Favorite Lists e Creating Favorite Lists on page 94 e Retrieving Favorite Lists on page 96 e Adding and Removing Entries in Favorite Lists on page 96 e Retrieving Favorite Lists on page 96 You can quickly create a new Favorite List from a list of entries in the Address Book Opportunities or Customer Service window While creating the Favorite List you can select a column setup to display automat
361. lders documents and notes in the Company Library For Type 14 related entries contains relation id This field is related to the Client_Id field in the AMGR_User_Fields where Type_Id 60017 Table 14 Physical Field Name Record_Id Integer Creator_lId String Create_Date DateTime Follow_Up_Task Integer Opp_Type Integer NotReserved String Description String ADMN_User_Details Table AMGR_Opportunity_Link Table Data Type Len 4 12 8 2 2 22 254 Appendix B 521 Crystal Reports Database Views Tables Reference Foreign Table Ref Description and Rules Applicable only if Type 1 Activity 0 No follow up task 1 Follow up task Record type 0 Opportunity 10 Automatic campaign 15 Automatic recurring campaign 20 Automatic campaign from web 30 Traditional campaign Not in use Description of the opportunity or campaign The ADMN_User_Details table contains personal information on Maximizer users Table 15 ADMN_ User Details Table Field Name Data Type Len Record_Type Integer User_Id String Old_Password String User_MrMs String User_FirstName String User_Init String User_Name String User_Title String User_Salutation String User_Firm String 4 11 511 80 80 80 80 80 80 80 Foreign Table Ref Description and Rules 522 Maximizer CRM 11 User s Guide Table 15 ADMN_User Details Table Continued Field Name Data Type Len Foreign Table Ref D
362. lds in the Fields for Address Book entry folder and Customer Service user defined fields in the Fields for this case folder If you cannot see one of the user defined fields you need select the Show blank fields checkbox to display all fields Chapter 10 251 Case for Amelia Liquors South E Y a gt SS SY T Monitoring E B amp Basic Information User Defined Fields Solution Information amp Billing Field Value s User Defined Fields Gl Fields for Amelia Liquors South Fields for Chen Melanie C Fields for this case New Field Contract Number Contract Expiry May 13 2010 Last Service Date April 1 2010 SLA Satisfaction et JE es B F Show blank fields F Show hidden fields Denotes required field ok cancel Apply El Click OK to save the new customer service case Adding Customer Service Cases from Email You can create customer service cases related to existing or new Address Book entries right from the Email window Note that the Customer Service window must be open before you can create a case from the Email window gt To add a customer service case from an email message In the Email window select the email message A On the Home tab select Case from the Create group and select the Address Book entry to create the case for Right click and select Create a New gt Case for Address Book entry You
363. le directly in the Knowledge Base Article dialog box gt To add a standard knowledge base article In the Knowledge Base window on the Home tab select Knowledge Base Article gt Standard Format from the Create group Right click and select Add Knowledge Bas Article gt Standard Format A Specify details on the article including the Title Keywords Products Services and Categories In the Article content area enter the complete content of the knowledge base article 266 Maximizer CRM 11 User s Guide 4 Click OK to save the article to the knowledge base Knowledge Base Article a Artide details Ar denumber s s s S S File type Text Document Status Draft Owner Joe Napoli x Creator Joe Napoli Last modified Artide description Title Storing Escona Wines Keywords storing wine storing temperature red temperature white temperature Products Services All Categories Alsace Australia Bordeaux Burgundy Artide content Below are the recommended temperatures for storing wine Storage Temperature Sparkling Wine 8 10 C Rose Wine 9 12 White Wine 9 13 Red Wine 10 13 By comparison the average refrigeration temperature is 2 c while the average room temperature in North America is 20 Spelling ox Cancel Adding Document Knowledge Base Articles You can add any type of file to the knowledge base as a document a
364. lect dates in the miniature calendar view to navigate to different dates in the calendar Use the arrow buttons to move between months or years E In the Hotlist Tasks section view the day s Hotlist tasks You can click on a Hotlist task to open it and view its details 9 In the Legend section select the checkbox beside other users and locations resources to view the availability of users and locations resources You can use the Check All or Uncheck All icon to quickly select or clear all users and resources in the list Use the Edit List icon 138 Maximizer CRM 11 User s Guide to add users and resources to the calendar and to set icon colors for these users and resources 8 gt Maximizer CRM Escona Tutorial My Calendar a Home Edit View Search Tools Reports Setup Custom Actions xX a ea E TME Py Letter ge amp B to do Di Insert a File F za po E E Fax B Phone Call Print an Envelope Appointment Case Opportunity Email Note lt Make Receive Meeting 5 X Time Document 3 calla Call M Action Plan Print a Label aTask ll Campaigns E Customer Service amp Knowledge Base ai Email Company Library E Personai OrderDesk Recent Entries Chen Melanie Barrett Nickolas Craig Elton Kristofer amp Cooley Salvatore Garret C3 Happy Times Restaura Wednesday January 06 2010 3 00 PM 4 30 PM ME Channel Marketing Team Meeting Board Room 10
365. les use the first line as a column header 432 Maximizer CRM 11 User s Guide a Click Import Select Fields for Import Available Maximizer fields Notes Address Book entries a Partner Retail Reseller Info Business Partner Level Partner Retail Reseller Info Partner Sales YTD Partner Retail Reseller Info Reseller Type Partner Retail Reseller Info Volume Partner Interests Phone 1 Description Phone 1 Extension lt Remove Phone 2 Phone 2 Description Phone 2 Extension Phone 3 Description m Order of Import Fields from file Herb csv Field Number 14 First Name 1 First Name Last Name 2 Last Name E mail Address 3 E mail Address Phone 3 4 Mobile Phone lt Skip Field gt 5 Personal Web Page Address Line 1 City Zip Postal Code State Province Country Web Site Phone 1 6 Business Street 7 Business City 8 Business Postal Code 9 Business State 10 Business Country 11 Business Web Page 12 Business Phone Phone 3 Extension Compan 13 Company Phone 4 14 Tie Phone 4 Description Phone 4 Extension Reports To Sales Lead Sales Annual Sales Sales First Contacted Date Sales Last Visit Sales Lead source i J Convert to name case Do not import first record it is a header Import Cancel Catalog About Two Tier Imports Field Mapping when you import from a recognized database type such as GoldMine or ACT Maximizer
366. ley Wine Merchants Spoilt product resend Joe Napoli HQ 00046 Atlas Food Inc Spoilt product resend Joe Napoli HQ 00047 ABC Wine Shop Inc Ship error refund requested HQ 00048 All The Best Spirits Ship error refund requested AssignedTo Follow up Deadline Escona Tutorial Customer Service 25 Displayed ag Track Status January 18 2010 5 51 F Escalated January 18 2010 5 51 F Escalated January 18 2010 5 52 F Escalated April 18 2010 6 09 PM Assigned May 18 20106 09 PM Assigned March 16 2010 6 10 PV Assigned March 15 2010 6 10 PW Assigned July 18 2010 6 11 PM Assigned August 18 2010 6 12 P Assigned Celine Dancer February 9 20106 16 Wait for Custc Celine Dancer March 9 2010 6 17 PM Wait for Custc Y m A Contacts Automated Campaigns LY Opportunities 5 notes User Defined LA Documents H Address Book Hotlist Columns Default Address Book View Filter lt All gt zt E Calendar Name and Phone Numbers Company and Address Y Date Time Type Text Amelia Liquors South Amelia Liquors South mp March18 2010 10 07 AM Task Hotlist Task Completed B al gt 604 601 8000 4800 First Coast Hwy Ste 210 HQ 00038 for Amelia Liq 604 601 8001 Amelia Island FL 32034 March 17 2010 2 21PM History Case HQ 00038 has bee Chen Melanie Senior Purcl Amelia Liquors South modified Training Reque B Company Library 604 601 8000 4800 First Coast Hwy Ste 210 Januar
367. li Favorite Lists b Searci A A AAEE EE You can view the details of existing customer service cases in Wireless Access You can access cases from searches from Favorite Lists or from Address Book entries associated with the cases gt To view a case From the Customer Service page perform a search or retrieve a Favorite List or In the View section at the top of an open Address Book entry click Cases A Click on the case to open it The page displays all of the fields that have values for the case Found 3 cases Bacchus Wine Market amp Tasting Room Resolved Bacchus Wine Market amp Tasting Room Resolved Bacchus Wine Market amp Tasting Room ay Ui OH CD a 302 Maximizer CRM 11 User s Guide Adding New Cases You can add new cases from Address Book entries or from existing cases When you create a new case from an existing case the Address Book entry associated with the original case is also associated with the new case gt To add anew case Open the existing entry A From the Actions drop down list in an Address Book entry select Add gt Case and click Go or From the Actions drop down list in a case select Create a New Case The Select Values for Products Services page opens Select the Products Services for the case and click Next If Category is a mandatory field the Select Values for Categories page opens If Category is not a manda
368. lia Liquors South i February 25 2010 3 25PM History Joe Napoli has subscribed A amp Janis Leslie South lt escona maximizer amp Skalmerua Larry January 18 2010 3 51 PM_Customer Case HQ 00038 has been ci 7 z KE Press Fl for Help User JNAPOLI i El a i Maximizer Windows My Work Day Address Book Ls Opportunities Campaigns G Chapter 2 15 The main Maximizer window is the Address Book window which lists the Companies Individuals and Contacts in your Maximizer database Address Book The following list provides a brief description of each main window accessible from Maximizer The My Work Day view is an area where everyone in your company using Maximizer can view Hotlist tasks appointments and company announcements as well as access to dashboards The Address Book window contains all the information about your prospects customers business and professional associates or any other group of people you deal with on a regular basis It links you to related information about each Address Book entry such as Contacts Hotlist tasks customer service cases opportunities campaigns documents user defined fields and orders and inquiries The Opportunities window helps you and your colleagues manage complex sales that involve the participation of more than one person in the buying decision and require the support of a sales team Use the Opportunities follo
369. lick OK to return to the Address Book entry 42 Maximizer CRM 11 User s Guide Converting Individuals to Companies and Contacts to Individuals If you originally created an entry as an Individual and now decide the entry is more appropriate as a Company with Contacts you can convert the entry In the conversion Maximizer copies the entire contents of the Individual to a new Company entry with the Individual converted to a Contact for the Company All data is converted including the Individual s Contacts The original Individual is automatically deleted in the process Additionally you can convert Contacts to Individuals You are asked to confirm if you want the new Individual to inherit the Contact s address All data is transferred to the new Individual entry and the original Contact is automatically deleted Any number of Contacts or Individuals can be converted at once gt To convert Address Book entries Select the Individuals or Contacts that you want to convert A On the Edit tab select Convert Individuals to Companies or Convert Contacts to Individuals from the Relate amp Convert group Right click and select Convert Individuals to Companies or Convert Contacts to Individuals Click OK to confirm the change Recording Relationships with Related Entries In the course of business it s common to have people and companies who are somehow related or connected to each other For example one of your contacts might
370. lick Search to find and select the Address Book entry for which you want to create a Contact 53 Maximizer Addresses x Search for Entry LastName peck Search C Company T Ignore leads Entries available for assignment from search results Name Email Emma Beck escona maximizer com 4 m r L e e A 5 Edit the information in the available fields as required 6 Click OK to save the entry Chapter 7 167 Adding Customer Service Cases from Microsoft Outlook You can create customer service cases in Maximizer from email messages in Microsoft Outlook You can create a new Address Book entry while creating the case or create the case for an existing Address Book entry You have a number of options when creating customer service cases in Outlook e Create a new contact and a new customer service case at the same time e Create a new case from a related Address Book entry This option lets you search your Address Book for an entry e Create a case for the selected Address Book entry This option is available only if an Address Book entry is currently selected in Maximizer e Save the email message to an existing customer service case This option is available only if a customer service case is currently selected in Maximizer y To add a customer service case from Outlook Select an email message in Outlook and select the Create CS Case icon The Maximizer Customer Service Case dialog box
371. lope Email Note Make Receive Meeting 5 EA Document 3 Call a Call M Action Plan Print a Label Write Phone Schedule ax My Work Day 1 My Work Day Dashboards Settings Activities Thursday March 18 2010 A ji company announcements 5 a La Address Book R Appointments Welcome to Maximizer CRM Ly teria Date J 14 2010 12 45 PM El al 3 18 2010 10 00 AM 11 00 AM fal ee 3 a Forecast meeting Subject Welcome to Maximizer CRM 2 3 18 2010 12 00 PM 1 30 PM m Lunch with California Wine Commissioner E Quotas T Campaigns A Customer Service ESI Knowledge Base j My Work Day Announcement for amp 3 18 2010 2 00 PM 4 30 PM Priority Maximizer CRM 11 HI Finalize proposal and email to customer With Michelle Torrance Atlas Food Inc Welcome to Maximizer CRM 11 Hotist Tasks J Congratulations on selecting the leading easy to as E use customer relationship management CRM E Calendar 3 18 2010 Priority A A oF software solution for companies like yours ea Sh each ad E iatan Whether you re in management sales marketing EA emait With Darin Powell Bayville Package Store or customer service Maximizer CRM is designed to help you maximize revenues maximize 3 18 2010 Priority
372. ltip Retrieve a search catalog Mark Bertolli s Partners lt Back Next gt Cancel 6 Enter the Label and Tooltip and click Next Select the type of button you would like to display for the command and click Finish or Next depending on the option you choose Action Button Icon Ezg Select the type of icon to display on this toolbar button Default for this type of button Standard Maximizer button External image file bitmap lt Back next gt cancel If you chose to display the default button Maximizer selects the button automatically and you can skip to step 9 El Select the image to use for the custom action and click Finish If you chose to use a standard Maximizer button select one of the available buttons Chapter 13 331 Standard Maximizer Button es EA Z 8 S O Bl 4 x e If you chose to use an external image file bitmap locate the image using the ellipsis button External Image File e Blename H lt e Ces g To add another custom action to the group return to step 3 and repeat the steps for the next custom action 10o desired change the position of the new command in the group using the arrows and click OK to save the group Custom Action Group Properties Ea Name Important Documents Action buttons canca Ba m ae ND Move button left or right E ee i F Delete 3 Button properties Doame
373. lustrates Smart Phone Number Matching for four digit and seven digit incoming phone numbers Does the incoming Does the incoming four digit phone seven digit phone Address Book entry number 2314 number 732 2314 phone number match match 9 604 732 2314 Yes Yes 1 604 732 2314 Yes Yes 403 732 2314 Yes Yes Chapter 17 441 Does the incoming Does the incoming four digit phone seven digit phone Address Book entry number 2314 number 732 2314 phone number match match 732 2314 Yes Yes 497 2314 Yes No 2314 Yes Yes 3514 No No 14 Yes Yes Exact Phone Number Matching If you select the Enable exact number matching checkbox in the TAPI preferences in Maximizer it uses the Exact Phone Number Matching algorithm instead of Smart Phone Number Matching Exact Phone Number Matching considers an Address Book entry to match the incoming call only if both numbers contain exactly the same phone number with the specified number of digits By default Exact Number Matching requires both phone numbers to be seven digits but you can change the required number of digits The advantage of Exact Phone Number Matching is that when Maximizer finds an Address Book entry that matches exactly you do not need to select it from a list of possible matches as you do with Smart Phone Number Matching The following table illustrates Exact Phone Number Matching for four digit and seven digit incoming phone numbers Does the incoming Doe
374. ly responsible for the closure of the case e Inthe Assigned to field select the Maximizer user who the case is assigned to 250 Maximizer CRM 11 User s Guide A Hotlist task based on the follow up deadline is automatically created for the assigned user The task is automatically modified when the follow up deadline or assigned user is modified And when the case is resolved the task is marked as complete Case for Amelia Liquors South ES 7E gt A A E Monitoring E gt Basic Information User Defined Fields Solution Information amp Biling Company Individual Amelia Liquors South Contact Chen Melanie e Case description Case number pending Elapsed time Products Services Accessories Categories Subject Faulty Product Description The shipment of stainless steel corckscrews has many defective units Wants to return the entire shipment for a full refund Key Fields for Customer Service with Contracts Case details Case queue Priority SaS Case type Product Return S Case reason Other Last Service Date April 1 2010 Cass ig pions aa cit Follow up deadine April 8 2010 9 00 AM Status Escalated Case owner Matt Graham Assigned to Joe Napoli Priority High Severity Medium Denotes required field ok cancel Apply Select the User Defined Fields tab to specify additional values for case fields The User Defined Fields tab contains Address Book user defined fie
375. mation in the Group by field select the field by which you want to organize the data and click Next For example to display data for each Maximizer user you can select a field that displays a user name 9 If you are creating a group indicator or a list control specify the fields to display in the list list control only and specify how you want to sort the indicator and click Next e Inthe Sort By field select the field by which you want to sort the values You can sort entries by the values of the primary field or by the field that is splitting up the data e Inthe Sort order field select Ascending or Descending to determine in which order the values are sorted EMO specity the Click Through for the indicator and click Next For more information on Click Throughs see Click Throughs for Indicators on page 346 350 Maximizer CRM 11 User s Guide Dashboard Wizard Webpage Dialog esa Click Through Your control can be configured to display further information if clicked Select one of the options below and click Next to set up a Click Through Behavior LQ No Click through Use the existing Click through Produce a list in Maximizer CRM to work with C Run a Report Fr Open another Dashboard Next gt Finish Cancel If the Click Through runs a report or launches another dashboard specify the report or dashboard for the click through and click Next
376. mation displayed about each campaign Use the Filter drop down list to filter the list of campaigns 4 Use the icons in the Type column to quickly distinguish automated campaigns from traditional campaigns 5 The tabbed following windows show additional information for the selected entry Note that the Campaign Roles following window applies only to traditional campaigns Chapter9 205 g Double click on a campaign to open it Maximizer CRM Escona Tutorial Campaigns 21 Displayed ee ai Home Edit View Search Tools Reports Setup mA oS lt Sy FEE Py tetter A AS EFA To do D Insert a File wA ed 5 C8 lt 8 I Fax EJ Phone Call 44 Print an Envelope Automated Traditional Email Note Make Receive Meeting __ Time Campaign Campaign E Document acai acai Action Plan jay Print a Label aTask Create J Write J Phone Schedule Insert Print Track AX Fitter All Campaigns HIRwAeS ZA My Work Day Type 4 Status Name Revenue Budget Completion Date amp Email Campaign 2004 100 000 00 1 500 00 August 18 2009 a E PERETE Abandoned Escona Wines Reserve Fax Price List to Leads 100 000 00 250 00 January 20 2010 Suspended 2010 Email Campaign 50 000 00 3 000 00 in Progress Existing Customers 2010 Email Campaign 30 000 00 3 000 00 in Progress Leads F i F 4 Conan 1 ax campaign 5 000 00 150 00 Email Campaign 2009 700 000 00 15 000 00 March 15 2010 Suspended
377. me Client_Id String Contact_Number Integer Entry_Type Integer Original_Date DateTime Type_Id Integer Len Foreign Table Ref 9 9 11 8 23 AMGR _Client A Client_Id Contact_ Number 8 Description and Rules If originated from AMGR_Opportunity_Link it is the Owner Id of the Team Member responsible for the opportunity Date of task Mandatory field Client who the task is associated with Leave empty for a personal appointment Otherwise it must already exist in the AMGR_Client table Cannot modify Contact_Number 0 59999 Flag for the source of the task 0 Manual task 1 Task associated with follow up deadline for customer service case 2 Reserved system value Do not use 3 Task created by a Date user defined field that has the Include in Hotlist attribute 4 Reserved system value Do not use Original date of the task If left empty it defaults to the system clock Pointer to date field in the Detail_ List table Cannot modify Table 5 Field Name Status_Id Priority Completed Opp_lId Opp_Number Step_Id Activity_Id Alarm Icon_Type Lead_Date End_Date Record_Id Creator_ld Create_Date AMGR_Hotlist View Data Type Integer String Integer String Integer Numeric Numeric Integer Integer DateTime DateTime Integer String DateTime Appendix B 493 Crystal Reports Database Views Tables Reference Len Foreign Table Ref
378. mer service cases e Appointments and Hotlist tasks e Sample Company Library files e Fully enabled web access sites 30 Maximizer CRM 11 User s Guide CHAPTER Address Book Entries Keep Track of Companies and Contacts In this chapter About Address Book Entries on page 32 Adding Address Book Entries on page 36 Modifying Address Book Entries on page 41 Territory Management on page 44 Drawing Maps of Address Book Entries on page 49 Phoning Address Book Entries on page 50 Organizational Charts on page 54 32 Maximizer CRM 11 User s Guide About Address Book Entries Maximizer s focus is on Address Book entries Companies Individuals and Contacts Address Book entries can also be designated as sales leads to help you organize your information The Address Book window gives you the ability to manage your daily activities with companies and the people who work for them In addition to the basic Address Book information including addresses phone numbers and email addresses you can record other important information such as relationships between companies or extra details like the business type As you work with the Address Book entries in your Maximizer Address Book you can keep notes on your activities so you can always have a history of your activities with your customers Company and Individual type Address Book A Company represents a entries contain Contact
379. merge fields that are replaced with the recipients information when the email message is sent For example your template s salutation might be Dear Mr_Ms Last_Name or Dear First_Name These merge fields are replaced with a Contact s name as in Dear Ms Kaworski The following sections contain additional information about automated campaign messages e Creating Campaign Messages on page 225 e Campaign Message Editor on page 226 e Campaign Merge Fields on page 227 e Example of a Campaign Email Message on page 228 Chapter 9 225 Creating Campaign Messages You can create email messages for your automated campaigns using the Campaign Message Editor or the Maximizer Word Processor in Maximizer or using an external HTML editor You can create fax and print messages using the Maximizer Word Processor or Microsoft Word You can create a new message while adding or modifying campaign activities in existing campaigns or in campaign templates gt To create a campaign message In the General tab of the Activity dialog box in a campaign or campaign template click Select Message Body File The Message Body Library dialog box opens displaying all existing campaign messages Message Body Library Name Type x 2010 2010_Wines_reminder html HTML Cover Letter Price List etf ETF Cover Letter Catalog etf ETF Contest Wine Pramation html HTML Modify
380. mes of the people who will directly influence the outcome of an opportunity You should however identify the key roles that will be assumed by key people You will then assign each role a weight in the same way that you assign weights to the strategy s success factors e Success Factors Factors such as cost features and customer needs will influence the sale of your product or service When you develop a strategy choose success factors that you believe will play a large part in determining the successful outcome of an opportunity Then assign each success factor a weight based on your assessment of how much it will influence the outcome of the opportunity Steps and Activities Roles Chapter 8 187 Some steps may be so simple that there is no need to break them down further In most cases however you will find it easier to develop a strategy that works if you first define the major steps and then break down each step into a series of activities that you can schedule and assign to team members For instance for Escona you may use something like the following Steps Activities Arrange tour and preliminary Send price list and Escona meeting information Call distributor to arrange meeting and tour Write and present agreement Finalize reseller agreement Create final draft of agreement Present agreement to distributor Close deal and sign agreement Coordinate signing of agreement Fill out product order Arrange partnership
381. ministrator or Maximizer to import Address Book information from other sources Some import methods are available only through Administrator After importing Address Book entries into Maximizer a list of imported Address Book entries is stored in a Favorite List named according to the file format and import date and time Maximizer provides the following methods of importing data The best import method depends on the type of data you are importing e MXI or XML Files This method imports Address Book entries customer service cases knowledge base articles and other data from MXI Maximizer XML Interface or XML Files These MXI and XML files may have been created by exporting from Maximizer or by exporting the information from another source and converting it to XML using the Maximizer XML schema For more information about the Maximizer XML Schema refer to the Maximizer CRM Administrator s Guide e Address Book Entries This method imports entries from a text file that is created when you export from another application Outlook for example can export its address book to a text file When you import from a text file you must choose to import all the entries as Companies Individuals or as Contacts or you can do a two tier import to import Companies Individuals first and then import the associated Contacts e ACT or GoldMine Database Importing an ACT or GoldMine database is straightforward as Maximizer can detect the ACT or
382. mizer CRM Maximizer Live Update In Maximizer CRM 11 Click the Maximizer button and select Help gt Local Contents or Online Contents Click the Maximizer button and select Help gt Online Support Click the Maximizer button and select Help gt Getting Started Click the Maximizer button and select Help gt MaxMobile User s Guide Click the Maximizer button and select Help gt Other Maximizer Products Click the Maximizer button and select Help gt Training Click the Maximizer button and select Help gt About Maximizer CRM Click the Maximizer button and select Help gt Maximizer Live Update Keyboard Shortcuts Appendix A 463 Maximizer CRM 11 Ribbon Interface Sometimes you will find it faster to use keyboard shortcuts instead of using your mouse Keyboard shortcuts are available to change the focus of windows to select commands from ribbons to work with entries in lists and to work in many other areas of the interface The following sections list the keyboard shortcuts available in Maximizer Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Windows Windows on page 463 Ribbons on page 464 Dialog Boxes on page 465 Entries on page 465 Drop Down Calendars on page 465 Notes on page 466 Ph
383. mizer CRM 11 User s Guide CHAPTER Calendar and Hoilist Track Your Appointments and Tasks In this chapter Hotlist Tasks on page 132 Calendar Appointments on page 136 Calendar and Hotlist Preferences on page 143 Action Plans on page 144 Viewing Activities for Entries on page 148 Peg Board on page 149 World Clock on page 150 132 Maximizer CRM 11 User s Guide Hotlist Tasks Hotlist Window On the View tab select Carry Forward Unfinished Activities from the Filter group to view old tasks that are not yet complete in your current Hotlist The Hotlist is a timeless to do list of tasks and reminders Tasks include calling and writing to customers Use the Hotlist window to record actions and follow up on personal activities such as producing expense reports or those related to your interactions with Address Book entries For example you can use the Hotlist to schedule a phone call to a Contact who is out of town for a week When the week is up the Hotlist will remind you to call again Hotlist tasks can be associated with opportunities campaigns and customer service cases as well as Address Book entries When you schedule strategies for opportunities or templates for traditional campaigns Hotlist tasks are created for all of the activities in the opportunities and campaigns When you create new customer service cases Hotlist tasks are created for the assi
384. mizer Word Processor to send a letter an email message or a fax to many recipients The merge feature allows you to send a single document to multiple Address Book entries by fax email or regular mail This type of merge is called a broadcast merge Because the word processor has merge fields for your Address Book information you can create a document with a merge field in place of a specific name These merge fields are replaced with the recipient s information when you perform the merge and send the document gt To send a mail merge In Maximizer create a list of Address Book entries that should receive your merged document You can create a list by searching for the appropriate entries or simply selecting entries in your current list A In the Maximizer Word Processor select File gt Merge gt to Printer to Email or to Microsoft Fax Specify your merge options and click OK to continue with the merge Depending on what window you have active the available merge entries vary Merge Options a Merge template with selected C haamri ama E C Contact window entries Cancel n 5 C Opportunities Customer Service Print options Current entry only C Allentries r r Format Rich text as attachment C ASCII text as attachment C ASCII text as body content 4 Select Print or Send to merge the document with the first entry in the list of entries or select Send All or Print All to merge the
385. mplates on page 144 Scheduling Action Plans on page 146 Creating Action Plan Templates You can create Action Plan templates which can later be scheduled to create appointments and Hotlist tasks for Maximizer users and for specific entries You must have the corresponding permissions for the Action Plan Library as a user to create Action Plan templates gt To create an Action Plan template On the Setup tab select Template Library gt Action Plan Library from the File Management group The Action Plan Library dialog box opens Action Plan Library c Action plan templates Generic Acton Plan a A Manage Leads List Saat Performance Review Plan Simple Service Plan Copy _Modifv _ Delete Close Description of selected template Description Activity From start date Assigned to i Lunch Meeting 0 day s After Current User Daniel i Conference call 2 day s After Current User Daniel 4 Confirm deadline 4 day s After Current User Template access Full access Read access A Click Add The Add Plan Template dialog box opens Chapter 6 145 Enter the template name and description 4 Click Add and select Appointment or Task to add an activity in the template 5 Enter the appointment or Hotlist task details e Inthe Schedule activity fields specify when to schedule the activity in relation to the start date of the Action Plan e Inthe Assigned to field or the Users tab sele
386. n default entry an entry such as an Address Book entry containing default field values that are propagated to new entries by default Escona the Escona Address Book is a sample Address Book included with a typical installation of Maximizer Using the example of a fictitious vintner in the Sonoma Valley this Address Book demonstrates many of Maximizer s possibilities Following window a tabbed sub window of a controlling window The contents of the following window depend on which entry is selected in the main controlling window For example the Contacts window displays only those Contacts that belong to the selected entry in the Address Book window Global Edit a Maximizer operation that enables you to apply the same change to multiple Maximizer entries simultaneously Holiday Editor a tool in Administrator for adding holidays to the Maximizer Calendar window Hotlist a window in Maximizer used to display tasks and appointments in a specific date range HTML HyperText Markup Language A document format used for displaying web pages in a browser IIS see Microsoft Internet Information Server intranet an internal network much like the Internet that is self contained with the local area network LAN Frequently a web server is used to display pages that should be accessible only within the company IP address a number used to uniquely identify a specific computer on a network Every network connec
387. n from the Subscribe group The Subscribe Address Book Entry to Automated Campaign dialog box opens displaying all automated campaigns in progress Select the campaign to which you want to subscribe the entry and click Subscribe You can continue selecting campaigns to subscribe the entry to multiple campaigns 4 Click Close to close the dialog box Removing Subscribers from Automated Campaigns You can flag Address Book entries to not be included in specific types of campaign activities by using the Do not solicit by field on the Basic Information tab You can remove Address Book entries that are already subscribed to a campaign You can remove the current Address Book entry in the Address Book window you can select entries to remove from the campaign directly in the Subscribers tab or you can remove all entries in the current list of Address Book entries gt To remove a subscriber in the Address Book window from a campaign In the Address Book window select the Address Book entry that you want to remove from the campaign A Select the Automated Campaigns following window Right click on the automated campaign and select Unsubscribe from Selected Campaign Chapter 9 241 gt To remove subscribers from a campaign Open the campaign and select the Subscribers tab A Select the subscribers that you want to remove Click Remove and select Remove Selected Entries gt To remove subscribers in the curr
388. n Bowser Mark Bertolli Oe Phone 655 775 0981 Email Igarcia maximizer com Wor 555 775 0983 Email jbowser maximizer com Phone 655 775 0978 Email _mbertoli maximizer com Position Sales Representative gp 184 Eastside Road Petaluma CA 94954 USA Phone 55 Email wwhite maximizer com Position Regional Sales Manager gp 1244 Eastside Road Petaluma CA 94954 USA CHAPTER Maximizer Entries Manage All Types of Information In this chapter User Defined Fields on page 58 Setting Up User Defined Fields on page 63 Formula User Defined Fields on page 70 Default Entries on page 83 Searching on page 84 Global Edits on page 90 Favorite Lists on page 94 Column Setups on page 98 Coloring Rules on page 101 58 Maximizer CRM 11 User s Guide User Defined Fields User defined fields are custom fields used to record additional information on Maximizer entries You can set up different user defined fields for the different types of entries in Maximizer Each user defined field can be associated with only one type of entry You can create user defined fields for the following types of entries Address Book Classifies Address Book entries You can view these fields in the Address Book window or in an open Address Book entry Opportunities Classifies opportunities You can view these
389. n other currencies All other currency fields are displayed in the default currency for the Address Book otherwise known as the corporate currency Additional currencies added to the Address Book can be applied to opportunity revenue on a per entry basis Multi currency is enabled in Administrator If this functionality is not enabled all related fields menu items and dialog boxes are not visible in Maximizer Once multi currency is enabled for an Address Book it cannot be disabled The corporate or default currency for the Address Book is also set in Administrator For more information on enabling multi currency granting users rights to manage multi currency and setting the corporate currency see the Maximizer CRM Administrator s Guide The corporate currency acts as the exchange rate baseline for other currencies The corporate currency always has an exchange rate of 1 0 and other currencies have their own exchange rates The exchange rates determine the revenue conversion from one currency to another By default the corporate currency is US but this can be changed in Administrator Adding Currencies to the Currency Library Currencies are managed in the Currency Library in Maximizer When designated users are given the Allow manage currencies security right in their user access rights they can add modify and delete currencies in the Address Book Once you add a currency you can use it as the revenue currency for an
390. n saving email option is disabled the email message is saved as a document to the Address Book entry that contains the email address of the sender or recipient If the Confirm when saving email option is selected the Save Email to Maximizer Address Book Entry dialog box opens The Entries assigned for save list displays Address Book entries that contain the email address of the sender or recipient If no such entries exist this list is empty FI Save Email to Maximizer Addresses esa Entries assigned for Email Save Name Email ABC Wine Shop Inc escona maximizer com eee Andy S Market escona maximizer com Hillers Market escona maximizer com Add Assign other entries Search for Entry C Last Name Search Company I Ignore leads Entries available for assignment from search results Name Email Assign Heidelberg escona maximizer com Heritage Wine amp Liquor escona maximizer com View Heritage Wine amp Liquor escona maximizer com Heritage Wine amp Liquor escona maximizer com Hillers Market escona maximizer com Hoian Beverage Connery escans nesaricercom A OK Cancel r enable or disable the A If necessary click Add to create an Address Book entry to save Confirm when saving email the email message to Then enter and edit information as option click Other Options in i the system defaults required and click OK preferences On the Setup tab i
391. n the Email window right click and select Compose New Email Depending on your email preferences the Send Email dialog box may open with options for logging the email message with Address Book entries 154 Maximizer CRM 11 User s Guide To display the Send Email dialog box select the Always display the Send Email options before composing an email option in your email preferences On the Setup tab select Preferences and select the Email tab If necessary adjust the email options and click OK Send Email es Send email options IV Save copy to entry s documents IV Log to notes Indude message body in note Logging Details I ok Cancel The Compose Email Message dialog box opens A Enter email addresses in the To Cc or Bcc fields separating email addresses with semicolons or Click the To Cc or Bec buttons and select the type of entry you want to add You can select a contact from your email service provider or from your Maximizer Address Book Enter a subject and your email text 4 If the email recipient is associated with an Address Book entry set the logging options 5 Click Send Sending Email to Address Book Entries You can send email to Address Book entries directly from the Address Book Opportunities Customer Service and Hotlist windows If you send the email message from the Address Book window the message is sent to the selected Address Book entr
392. n the Replace current user with drop down list select the user to schedule the main Action Plan activities for Chapter 6 147 All template activities assigned to the current user are scheduled for the selected user Template activities assigned for specific users continue to be scheduled for the users specified in the template You can also assign specific appointments and tasks to other users by editing the details of the appointment or task If necessary click More to modify or add activities to the Action Plan You can click Save As to save a modified Action Plan as a new template Click OK to finish scheduling the Action Plan for the selected entries Schedule Action Plan for All Selected Entries es Action Plan details Plan template Simple Service Plan x Description Use on its own or with an existing Service workflow to follow up on resolved cases The start date is the resolution date Plan name Simple Service Plan save As Start plan on March 19 2010 Advanced lt lt Replace current user with Joe Napoli y Z Skip non work days Description Use on its own or with an existing Service workflow to follow up on resolved cases The start date is the resolution date Action Plan activities Activity Start date Assigned to 2 Confirm that solution notes are com March 22 2010 Joe Napoli 4 Contact Channel Manager to plan P March 22 2010 Joe Napoli D amp Conduct lunch
393. n the Reports to field for each Contact Keep the following points in mind when working with an organizational chart Use the Print button to print the organizational chart A Use the Previous entry and Next entry buttons to view the organizational chart for the previous or next entry in the Address Book list Select or clear the Show details option to show or hide details or the Contacts 4 Select the Fit in window option to fit the entire organizational chart into the dialog box 5 Private Entry displays in place of the entry details if users do not have rights to view a particular Address Book entry SFA ove Chart for ABC Wine Shop Inc o Ee a B gt 7 Show details Ftin window P ABC Wine Shop Inc 1006 West 0th Vancouver BC 2R3 SYS Canada j Phone 604 601 8000 Email escona maximizer com Web www maximizer com Category Partner Account Manager Billie Holly Ed Johnson aaa 1006 West 10th 1006 West 10th amp Vancouver BC 2R3 5Y5 Vancouver BC 2R3 SY5 Conde eee CN esti Pi 604 601 8000 Phone 604 661 8000 Email escona maximizer com Email escona maximizer com amp Private Entry 5 gt To view an organizational chart for an Address Book entry Select the Address Book entry A On the View tab select Organization Chart from the Show group Chapter 3 55 Modifying Organizational Charts You can modify the structure of organizati
394. n the hierarchy Actions id Go Folder Company Library elem Matas Sales Reports First quarter sales report Second quarter sales report KA LE LAENE LEE 314 Maximizer CRM 11 User s Guide Searching for Documents in the Company Library You can search for Company Library documents by file name author creation date and last modified date You can search the entire Company Library or you can search a specific folder gt To search for a document in the Company Library Open the Company Library page A To narrow your search to a specific folder navigate to the folder From the Actions drop down list select the type of search you want to perform File Name Author Creation Date or Last Modified Date and click Go Search Author Creation Date Last Modified Date Email Document s The Document Search page opens 4 Specify the search criteria 5 In the Scope of Search area choose either to search the entire Company Library or to search only the current folder Click OK The search results are displayed Actions F Go Document search result Company Library Company Announcements Sales Contest 2008 Company Library Dashboards Sales Dashboard Company Library Sales Department Sales plan TLEER Sending Company Library Documents to Address Book Entries Chapter 12 315 Wireless Access You can send Company Library documen
395. nal campaign You can also create a campaign without using a campaign template When creating the campaign specify Not using a campaign template in the Template tab After creating the campaign you can begin working the campaign at any time gt To create a traditional campaign In the Campaigns window on the Home tab select Traditional Campaign from the Create group or In the Campaigns window right click select Add Traditional Campaign or After creating a traditional campaign template in the Traditional Campaign Templates dialog box click the Launch button on the Templates tab A Enter the details for the campaign working your way through the tabs from left to right e Enter the campaign s potential revenue The budget is automatically calculated from the total cost of the activities part of steps in the campaign e Assign the marketing team and leader You can have different team members for each campaign This assignment determines where the campaigns are synchronized if you are using MaxExchange On the Templates tab select a pre defined template which includes a selection of roles and steps for a campaign After assigning a template you cannot modify the campaign to use a different template e Inthe User Defined Fields tab specify values for user defined fields that are specific to campaigns 212 Maximizer CRM 11 User s Guide when a campaign is created Click OK to s
396. nchronize with its distribution sites The server maintains the central master image of this Address Book often at the head office of a company while the remote computers maintain either partial or complete images of the same Address Book on the distribution sites Note that you can synchronize more than one central Address Book at a time and multiple Address Books can be hosted on one server Although different images of the Address Book are kept on separate computers together the server and its remotes effectively work ona single central Address Book which is periodically updated by the MaxExchange synchronization process Distribution Group A Distribution Group comprises several distribution sites that maintain a particular image of the central Address Book The MASTER user of the central Address Book or a user with Maximizer Administrator privileges uses the MaxExchange Site Manager program to determine which distribution sites belong to each distribution group The MaxExchange Distribution user defined field which you create in Administrator determines which companies and individuals in your central Address Book are distributed to the various remotes The field is created in Administrator s System Options preferences by clicking the associated button This field then appears within your User Defined Fields list and you add values for your distribution groups as necessary Distribution Site A computer where MaxExchange Remo
397. nd displays the Contacts matching the search criteria 5 Select the Contact and click OK The Contact is added to the entry 292 Maximizer CRM 11 User s Guide Selecting Products Services and Categories For more information on displaying products services and categories see Maximizer Help and Administrator Help You can select products services and categories for opportunities customer service cases and appointments gt To select products services and categories for an entry Open the entry 2 From the Actions drop down list select Edit gt Products Services or Edit gt Categories and click Go Add 4 Tot Appointment w viel Task Action Assign Escalate Edit Contact Products Serviceg Categories Modify Cr Remove The Select values for Products Services or the Select values for Categories page opens Select values for the products services or categories for the entry Select values for Products Services Accessories All Blend Cab Franc Cabernet Chardonnay f Chenin Blanc Claret Dolmoth Gewurztraminer Grenache El click ok The items you select are displayed in the entry Chapter 12 293 Wireless Access Sending and Saving Email Messages In Wireless Access you can send email to Address Book entries and save the email messages in Maximizer In addition to the typical email functionality of your wireless device you can save email mess
398. ndow view your folders and files in a tree view To view the contents of a folder click the plus sign on the left side of the folder Use the toolbar for common tasks 4 Select the Preview checkbox to display a preview of notes and most file types in the right part of the window 5 Double click on a document or note to open it g Write new notes and edit existing notes in the pane on the right side of the window 126 Maximizer CRM 11 User s Guide Use the shortcut menu to perform common tasks in the window ic sy 8 62 Gy such as adding deleting o r renaming files e Save files on your computer or a network location by right clicking on the file and choosing Save As e Print documents and notes by right clicking and choosing Print Home Edit View Search Tools z TJ Add Folder gt e Aie TEF pE GA To do e E v Paste Document B 3 Bre gt E3 Phone Call E Article Email Note Make Receive Meeting Time Article lt Paste Link Document WN Document 3 Call a Call Action Plan ia aTask Create Write Phone Schedule Insert Print Track Email Maximizer CRM Escona Tutorial Company Library x x Reports Setup EERE 4 My Work Day IB Company Library Opportunity for a mca Company Announcement B AGdeaee BODE H Customer Services Competitor Notes Finance a a i A Who s our competition for this oportunity Y opportu
399. ne_1_Extension String 21 Phone_1_Desc String 21 Phone_2 String 21 Phone_2_Extension String 21 Phone_2_ Desc String 21 Phone_3 String 21 Phone_3_Extension String 21 Phone_3_ Desc String 21 Phone_4 String 21 Phone_4_Extension String 21 Phone_4 Desc String 21 Change_Bits_Low Binary 8 MaxMerge Change Field 1 Used by Maximizer Do not use Change_Bits_High Binary 8 MaxMerge Change Field 2 Used by Maximizer Do not use Creator_ld String 11 Creation_Date DateTime 8 Date and time when Company Creation Tinie DateTime 11 Individual record was created Default value is current system date and time 484 Maximizer CRM 11 User s Guide People View The People view includes fields from AMGR_Client for Individual and Contact entries Note This view is read only Table 3 People View Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Record_Type String 2 Record type indicator Owner_lId String 11 Private Integer 2 Client_Id String 23 AMGR Client Unique identification number Contact_Number Integer 2 Salinas Contact_ Valid valus 0733333 umber e 0 Individual e Value other than 0 Contact Cannot modify Pair Client_Id Contact_Number must be unique Name_Type String 1 Last_Name String 79 Address_lId Integer 2 AMGR_Client Pointer to address record to use Client_Id e 0 Use main address Address_Id e gt 60 00
400. ned fields 71 DOC file format for automated campaign activities 222 for automated campaign messages 224 for knowledge base articles 267 in the Company Library 124 document knowledge base articles 261 adding 266 documentation 27 documents 112 adding 113 creating 117 exporting 422 427 in the Company Library 127 in the Maximizer Word Processor 116 in Wireless Access 308 saving email as 156 viewing 113 Documents window 18 112 draft knowledge base articles 264 drivers PBX 440 TAPI 439 E ecBuilder 385 Edit menu in Maximizer CRM 10 5 453 Edit tab 453 email 152 Address Book entries from 38 appointments tasks from 158 clients 160 composing 153 customer service cases from 251 in automated campaigns 235 in Wireless Access 293 308 315 options 156 preferences 161 reminders for appointments 139 saving 169 sending 129 168 sending knowledge base articles 267 setting up 160 templates 157 transferring by 436 535 email activity 221 email addresses validating in automated campaigns 231 email messages retrieving entries that have opened 238 tracking entries that open for campaigns 227 email notes 106 email notifications for appointments 142 Email Opened Unique automated campaign statistic 236 Email Opened automated campaign statistic 236 Email window 17 152 integrating with email system 160 enabling OrderDesk 374 encrypted user defined fields 60 421 436 Enterprise Edition 9 entries keyboard shortcuts 465 escalatin
401. ng Integer DateTime DateTime Integer String String String String String String String String String String String String Integer Len 79 8 8 21 21 21 21 21 21 21 21 21 21 21 21 4 Foreign Table Ref Description and Rules One of the following e Company name Individual last name e Contact last name e Alternate address description e Default Entry 0 Use default address Value other than 0 Contact_ Number of address to use for this Address Book entry Date and time when the last transfer occurred Highest alternate address number in use Table 1 AMGR_Client View Field Name Receives_Letters Use_Client_Name First_Name Initial MrMs Title Salutation Department Firm Division Address_Line_1 Address_Line_2 Data Type Len Integer Integer String String String String String String String String String String 4 4 79 79 79 79 79 79 79 79 79 79 Appendix B 479 Crystal Reports Database Views Tables Reference Foreign Table Ref Description and Rules Indicates whether Contact Record_Type 31 or 32 receives mail sent to the Company Individual 0 Contact doesn t receive mail sent to Company Individual 1 Contact receives mail sent to Company Individual Note e For Individual records Record_Type 2 this value is always 1 e For Company records Record_Type 1 and alternate addresses Re
402. ng the Catalog button Chapter 17 431 4 Under Lead handling select the appropriate option for importing records as lead or non lead Address Book entries Import Address Book Entries Select import file File name Browse Format Comma Separated Value z l Dos text Type of import Error handling Lead handling Companies Individuals Display each error Use values from the import file C Contacts C Write errors to file Import all entries as leads C Import all entries as nondeads Cancel H click ox The Select Fields for Import dialog box opens 6 Map the Maximizer fields with the fields in the file In the Available Maximizer fields column select the field that best corresponds to the first field in the Fields from file column and click Add For example if the first field in the right column is First Name select First Name from the Available Maximizer fields To exclude a field from being imported into Maximizer add lt Skip Field gt to the middle column for that field position Repeat this step until you have mapped all the fields from the source file to Maximizer fields Specify the remaining settings for the import To convert text that is in capital letters uppercase into mixed case select the Convert to name case option To exclude the first line from being imported select the Do not import first record it is a header option Many comma delimited data fi
403. ng Outlook integration for Maximizer e Setting Up Microsoft Outlook Integration on page 162 e Selecting a Microsoft Outlook Address List for Integration on page 164 e Adding Address Book Entries from Microsoft Outlook on page 165 e Adding Customer Service Cases from Microsoft Outlook on page 167 e Sending Email to Address Book Entries from Microsoft Outlook on page 168 e Saving Email from Microsoft Outlook on page 169 e Viewing Address Book Entries from Microsoft Outlook on page 171 Setting Up Microsoft Outlook Integration You must configure the Outlook integration to communicate with your Address Book You must specify the Address Book and the Maximizer user ID that logs in to the Address Book You can also set some default preferences for creating new Address Book entries Each Windows user can integrate Outlook with only one Maximizer Address Book on a single machine If you use Maximizer on more than one machine you must specify the Address Book for integration on each machine If you want you can specify a different Address Book for integration on each machine Chapter 7 163 If multiple users log in to the same machine using different Windows login accounts each user must specify the Address Book for integration in Maximizer on that machine gt To set up Outlook integration In Maximizer on the Home tab select Preferences Then click Other Options on the System Def
404. ng a template to a traditional campaign Enable pop up information boxes in the calendar window Wait time in seconds 2 ia View user defined fields in a tree view Always check spelling before saving any record or sending email Compose HTML based Campaign messages using Windows default application Display users by groups W All users F Disabled users Departments W Divisions W Security groups W Teams JIKRI E E S feni Edit the settings and click OK to save the changes 324 Maximizer CRM 11 User s Guide Customizing the Interface Window Layout You can customize the basic Maximizer interface in a number of ways You can select the layout of the main window You can adjust the properties of the icon bar containing the icons linking to the main Maximizer windows The following sections contain information on customizing the Maximizer interface e Window Layout on page 324 e Adjusting the Icon Bar on page 325 e Customizing the Quick Access Toolbar on page 326 You can control what windows are displayed and how they are laid out On the Setup tab you can select Window gt Window Settings from the Workspace group to select one of the Maximizer window views Classic Outlook Style and Custom e Classic displays the following windows below the controlling main windows This se
405. ng the Partial Packet Warning Message on page 401 e Saving Outgoing Packets to Disk on page 402 e Importing a Server Packet on page 402 Converting Outgoing Packets for Internet Transport Internet email uses a different encoding standard than many LAN email packages Therefore if you send data packets over the Internet to the MaxExchange server the packets must be converted to 7 bit Internet format gt To convert packets for Internet transport Select Edit gt Email Preferences A Select Use 7 bit Internet Format Click OK Select your primary email system C Outlook C Outlook Express Microsoft Exchange Server Lotus Mail MAPT C Lotus cc Mail MAPI C Novell GroupWise C Other email system a Maximumsize 0 KB I Use Z bit Internet format A IV Show partial packet warning r Email login Email profile Password All subsequent data packet files are converted to 7 bit Internet format before being sent to the server Chapter 16 401 MaxExchange Remote Restricting the Size of Packets Depending on the potential size of the updates or the file size limits specified in your email system you may need to limit the size of your MaxExchange data packets to prevent data from being lost gt To limit the size of packet files Select Edit gt Email Preferences A In the Maximum Size field specify the maximum size of the file in kilobytes KB If you do not know your file si
406. nities n PP Human Resources a G Competitor Strengths J uct E ChangeOfAddressForr g 3 Quotas aj L Employee Benefits Competitor Weaknesses al Marketing Department BS Campaigns D Sales Department How do we overcome strengths EA Price List a2 a Customer Service 58 orenreee How do we capitalize on weaknesses am Add gt ES Knowledge Base Open Note E Hotlist Save Note Close Note E Calendar Delete Rename z Email Save As iB Company Library Paste D a Paste Link Docurnent E Personal Ea OrderDesk amp Q Properties Recent Entries Email Selected Document Se 4 m Email Selected Document to ABC Wine Shop Inc Press F1 for Help User JNAPOLI Chapter 5 127 Organizing the Company Library The files in the Company Library are organized in a folder structure to help you keep track of your corporate documents and notes Folders documents and notes are listed in alphabetical order in the Company Library You can create new folders and move existing documents and notes to other folders to organize this structure You can drag documents and notes to other folders to move them You can also drag folders to other folders to move the folder and all of its contents gt To add a folder to the Company Library In the Company Library window click on the parent folder that you want to add the new folder to To add the folder at the root level click the Company Library folder A On th
407. nities fj Related Entries FW et Columns Defautt Opportunity view Objective Stage Revenue CloseDate Strategy _ once pa maanani ESES GetEsconaon Make Initial 62 000 00 March 17 2010 Significant Wine List Contact Strategy Click on an opportunity to open it Adding Opportunities If you have upgraded opportunities from a previous version of Maximizer ratings are transferred to the Stage field Mandatory opportunity fields are denoted by an asterisk Chapter 8 183 All opportunities have an associated Address Book entry You can add new opportunities by selecting an Address Book entry in the Address Book window then adding the new opportunity You can also select existing opportunities customer service cases tasks or appointments associated with the Address Book entry gt To add an opportunity Select or open the Address Book entry or an opportunity or case associated with the Address Book entry A On the Home tab select Opportunity from the Create group or Drag and drop the entry to the Opportunities following window A new opportunity dialog box opens Specify the basic fields for the opportunity Enter the opportunity Objective The objective should describe the goal of this opportunity Select the applicable Products Services and Categories Enter the Description of the opportunity Select the Stage of the opportunity For example if you feel
408. ns between the two products Maximizer offers the following accounting integrations Accounting Link Designed for Use with QuickBooks Accounting Link for Microsoft Dynamics GP and Accounting Link for Sage 50 Accounts Accounting Link enables you to create estimates invoices and purchase orders from within Maximizer and share them with your QuickBooks Microsoft Dynamics GP or Sage 50 Accounts software Microsoft SQL Server Reporting Service Viewer For more information on configuring Maximizer for use with Microsoft SQL Server Reporting Services see the Administrator s Guide MaxExchange Maximizer CRM includes a Microsoft Report Viewer in the installation Microsoft Reporting Services is a comprehensive reporting tool that integrates with a diverse set of data sources The full installation for the SQL Server Reporting Services is available from the Microsoft SQL Server CD MaxExchange is a separate Maximizer application that is opened from the Start menu It allows you to synchronize Maximizer data between a server and remote computers For administrators of MaxExchange refer to the MaxExchange Administrator s Guide Chapter 1 7 Welcome to Maximizer Workflow Automation Powered by KnowledgeSync MaxAlarm Workflow Automation Powered by KnowledgeSync is a separate Maximizer application that allows you to monitor business data within the Maximizer database and other systems Potential issues are identified before
409. nt Application D Document PriceList pdf m Label Price List Tooltip View an up to date price list E Load new instance Toon 332 Maximizer CRM 11 User s Guide Web Inquiry Forms for Websites Maximizer can help you create an inquiry form to collect pertinent information from your website visitors The collected information is sent to the specified email addresses as an MTI or XML file and then imported directly into Maximizer as Address Book entries by double clicking on the file You can also use a direct import direct insert of information You can create web inquiry forms with the Web Inquiry Form wizard You can use the wizard for the following tasks Save the web form settings as a template for future editing so you can customize the form as the need arises Select the Maximizer fields including user defined fields you want to appear on the form Information entered in the form s Last Name field for example is inserted into the Last Name field when importing information into Maximizer If you have chosen a table user defined field a drop down list is automatically created so customers can select available choices Change displayed field names For example if you want to include in the form an existing Maximizer user defined field called GIC Heard About you can choose to display a helpful label such as How did you hear about our GIC program Designate mandatory fields in additi
410. ntry only The Knowledge Base window provides you with a library style tool to manage your customer service solutions The window is tightly integrated with the Customer Service window An article is typically created for each case solution answered question or guideline relating to your products or services The Hotlist is a to do list of tasks and reminders that are usually timeless The Hotlist is where you record actions and follow up activities related to your interactions with Companies Individuals and Contacts For example you can use the Hotlist to schedule a phone call to a Contact who is out of town for a week When the week is up the Hotlist will remind you to call again The Calendar window allows you to schedule print and view your appointments with Maximizer users or Address Book entries Because the calendar works with the Peg Board feature you can make sure that when you have an appointment others can see when you are busy or out of the office If you need to be reminded of an appointment Maximizer can sound an alarm in advance of the appointment or task Email Company Library Cu Personal OrderDesk Contacts a Chapter 2 17 The Email window provides you with the ability to send receive and preview email within Maximizer using your existing email system Maximizer allows email file attachments and supports the vCard standard for virtual business cards You can send files mail merge documents
411. nts 139 141 for Hotlist tasks 133 aligning territories 47 all fields search 85 column setups in 98 Allow export privelege 360 alphanumeric user defined fields 60 functions for 72 alternate addresses 41 MGR_Appointments view SQL 486 MGR_Client view SQL 477 MGR_CSCases view SQL 498 MGR_Notes view SQL 495 MGR_Opportunity view SQL 504 MGR_Opportunity_Link table SQL 516 MGR_Resources table SQL 494 nalysis reports 359 ND operator in formula user defined fields 82 applications opening from custom actions 327 appointments 136 adding 141 158 and Microsoft Outlook Synchronization 173 in Action Plans 144 in Hotlist 132 in My Work Day 25 in Wireless Access 309 312 personal 159 synchronizing with Microsoft Outlook 172 viewing 139 148 arithmetic in user defined fields 71 ASCII format exporting to 427 assigning cases 303 customer service cases 252 Hotlist tasks to users 135 territories 46 47 attachments in email 153 223 Automated Campaign Template Library 219 automated campaign templates messages 224 FPrrrrerst fe gt automated campaigns 203 activities 219 activities in 235 adding 229 adding activities to templates 221 creating templates 219 example of email message 228 fixed date 204 merge fields 227 messages 224 ongoing 204 resuming 243 reviewing activities 237 status 242 subscribers in 239 suspending 242 templates 218 testing 243 viewing 232 Automated Campaigns window 15 average function
412. o an entry the name of the territory is displayed in the Territory field and the value Set by rule is displayed in the Territory Status field If no territory is assigned to an entry and one has not been set manually the value in the Territory Status field is Unassigned The value Set by rule unaligned is displayed in the Territory Status field when e Anentry previously assigned to a territory no longer matches the territory rules The rules or the entry have changed However if the entry matches the rules of another territory it will be aligned to that territory e A territory that was set by a user at the time of the entry s creation does not match the rules of the territory it was assigned to or the rules of any other territory e A territory that was assigned to an entry by a Sales Manager does not match any territory rules and the Overwrite territories set by manager option is selected gt To align territories On the Setup tab select Territory Management from the Territory group A Select the Alignment tab Specify the territory alignment conditions For example if you want territories aligned for all Address Book entries select the All Address Book entries option 4 Specify the alignment options e Select Unassign territories to unassign territories from Address Book entries e Select Overwrite territories set by manager to overwrite territories that were set by Sales Managers
413. o edit the campaign which essentially gives the same abilities of the team leader This right must be granted on a per campaign basis unless your system administrator specifies otherwise Chapter 9 213 Assigning Marketing Teams to Traditional Campaigns Use the Assign button on the campaign s General tab to assign a traditional campaign to any marketing team that has been set up by your system administrator If a traditional campaign does not have a marketing team assigned the user who created the campaign is automatically designated as the leader gt To assign a marketing team to a traditional campaign Open the traditional campaign 2 In the General tab click Assign Select the team and click OK Assign Marketing Team to Campaign ca Marketing teams Name Members of selected team Sing Joe Napoli Channel Marketing East Coast Marketing West Coast Marketing OK Cancel Assigning Contacts to Campaign Roles Before delegating campaign activities to team members and roles select the traditional campaign and then assign Contacts to your campaign roles You can share the same roles among all your campaigns However when you assign a Contact to a role it only applies to the selected campaign Note that roles apply to only traditional campaigns using campaign templates gt To assign a Contact to a campaign role Select the traditional campaign A On the View tab select Roles from the R
414. o expl June 8 2010 Joe Napoli A DR K Cancel Peg Board Chapter 6 149 In a medium to large office it s not always obvious when people are in out or busy with an appointment The Peg Board works with Maximizer s calendar to show you each user s current status When users create appointment they can automatically sign out of the Peg Board during the appointment The Peg Board displays users that are currently available You can also override the calendar status and change your status directly in the Peg Board You can see other users busy periods in the Peg Board if they have allowed you to view their calendars in the Calendar Hotlist preferences If you have permission to view users calendar appointments you can also click the Appointment button to view appointment details gt To view the Peg Board e On the View tab select Pegboard from the Availability group Peg Board a User list Status User Icon Remarks Name Address Book Entry User Status ln Billie Holly sees xi e ln COMPANY Refresh Out Daniel Brown n in Joe Napoli Close ln Jon Bowser in LouJones ln Lucy Garcia lin Mark Bertolli ln Matt Graham in Miranda Corell in Wonda White 150 Maximizer CRM 11 User s Guide World Clock The World Clock is a utility that allows you to view the time in various locations around the world You determine which locat
415. o the campaign templates Click Launch to create a traditional campaign based on this template Click OK to save the campaign template to use later Traditional Campaign Templates Templates Steps 4 Activities Roles Template 2007 Escona Price List x Add B As Rename Delete General description of template and its calculated cost and duration General description Cost 7 000 00 Create and distribute our Escona 2007 price a list and distribute to our customers Duration 194 fmorthie Steps and roles that comprise this template Steps Roles Marketing Campaigns Assistant Marketing Distribution Assistant Marketing Manager Product Manager enior Management Team ate 2007 price list anges and additions to catalog Make any necessary changes to p Proof mail out piece ate draft mail out piece te draft of catalog approval for mail out piece Print out and mail price list to custo 7 Speling _ men 7 Pit o Qose Chapter 9 211 Creating Traditional Campaigns O the ID number uniquely identifies a campaign Your system administrator uses Administrator to control whether or not ID numbers are automatically generated In order for campaigns to be synchronized with MaxExchange the campaign must belong to a team If you have planned and correctly entered your traditional campaign template it s easy to implement a traditio
416. o view more details on the campaign and click OK to save changes made to the campaign Chapter 9 235 Activities in Automated Campaigns All automated campaigns contain activities that are scheduled to occur during the campaign Activities are email messages faxes or printed documents that are sent as part of automated campaigns Activities are scheduled to occur a specified number of days after a campaign starts at a specific time You can also associated personal activities such as Hotlist tasks and appointments with your automated campaigns The following sections contain additional information on automated campaign activities e Viewing Statistics on Campaign Activities on page 235 e Suspending Automated Campaign Activities on page 236 e Reviewing Automated Campaign Activities on page 237 Viewing Statistics on Campaign Activities You can view statistics on all of the activities in your campaign from the Activities tab in an open campaign The information you can view includes the number of messages that were sent and that had errors For email messages you can also view the numbers of subscribers who opened the email who unsubscribed from the campaign and who visited each of the URLs included in the email message gt To view statistics on campaign activities Open the campaign and select the Marketing Plans tab A Select Show campaign Scroll to the right to view more statistics for the activities
417. oing call in the Phone Call Result dialog box and click OK Arranged meeting Away from desk Busy Call back Discussed opportunities In a meeting ia Phone Call Result xs Away from office k Add Closed Modify gt To receive a phone call or On the Home tab select Receive a Call from the Phone group or Right click and select Phone Select the Address Book entry A On the Tools tab select Phone from the Other group Then click the Incoming button in the Phone dialog box gt Receive a Call Select or type a Subject for your phone call 4 Record notes on your call as you talk 5 When you are finished click Hang Up and then click Save 6 Optionally record the result of the outgoing call in the Phone Call Result dialog box and click OK Chapter 3 53 gt To transfer a phone call When you have an incoming call that you would like to transfer click the Transfer button in the Phone dialog box A In the Display name list select a user or enter a valid extension for your company s phone system Note that a phone extension does not have to be associated with a user in the current Address Book Click OK to complete the transfer Setting Up Automatic Dialing If you have a modem installed in your computer you can configure Maximizer to dial the phone for you when you make a phone call using the Phone feature in Maximizer Before Maximizer can use y
418. ollowing examples illustrate complex formula user defined fields using conditional expressions Example 1 If Creation Date gt Date 2009 7 9 New Old This example compares a date field with a constant date using the Date function to format the date properly The formula returns an alphanumeric value If the date is later than the supplied date the field has a value of New If the date is earlier than the supplied date the field has a value of Old Example 2 If Dayofweek Creation Date 1 Sunday If Dayofweek Creation Date 2 Monday If Dayofweek Creation Date 3 Tuesday f Dayofweek Creation Date 4 Wednesday If Dayofweek Creation Date 5 Thursday f Dayofweek Creation Date 6 Friday f Dayofweek Creation Date 7 Saturday This example uses the Dayofweek function to get the day of the week expressed as an integer value for a date field It compares the value with integer values and outputs a string representing the day of the week in If it does not have a value it outputs an empty string Default Entries Chapter 4 83 You can set up default entries in the Address Book Opportunities and Customer Service windows When you create new entries fields specified in the default entry are already filled in for you For example if you know all your Address Book entries will have the same city and state you can specify these fields in the
419. om the Company Library merge it with one or more Address Book entries and print or send it as an email message Most file types are supported in the Company Library if you have the associated application installed on your computer These include the following file types e DOC and RTF files Microsoft Word e XLS files Microsoft Excel e PPT files Microsoft PowerPoint e HTM and HTML e BMP files bitmaps e TXT files text and Company Library notes e JPG GIF and TIF files graphic files e PDF files Adobe Portable Document Format files e MXD files Maximizer Documents e MSG files Outlook Email Messages The following sections contain additional information on working with the Company Library e Company Library Window on page 125 e Organizing the Company Library on page 127 e Adding Documents and Notes to the Company Library on page 127 e Sending Documents by Email from the Company Library on page 129 Chapter 5 125 Company Library Window The Company Library window is divided into two areas the left side is a tree view which displays the folders and files in your library the right side is a preview area in which you see a preview of certain file types or type text notes Keep the following points in mind when working in the Company Library window Select the Company Library icon to open the Company Library window A In the area on the left side of the wi
420. om the Compose Email Message dialog box whenever you compose a new email message If you want to add merge fields to the email template you must first select Address Book entries opportunities or customer service cases and select to send the email message separately to the selected entries gt To create an email template From the Address Book Opportunities or Customer Service window select the entries to send the email to A On the Home tab select Email from the Write group Depending on your email preferences the Send Email dialog box may open For information on the options in the Send Email dialog box see Send Email Options on page 156 If you want to add merge fields to your email template you must select the All selected entries and Separately options in the Send Email dialog box Compose the text of the email message 158 Maximizer CRM 11 User s Guide You can compose the email message in HTML or in plain text You can use the formatting toolbar to apply additional formatting to the email text 4 Select Merge Fields from the Insert group to insert merge fields in your template 5 Select Email Template from the Insert group The HTML Email Templates or Text Email Templates dialog box opens g Click Add to add a new email template Enter a name description and owner for the template and click OK To reuse this template in the future select the template in the Available email templates list
421. omputer rw ii lt Network File name ABentries071012 z __ Save Save as type CSV csv Cancel g Specify the remaining export options e To export data that is in DOS standard ASCII select the DOS text checkbox If the data is in ANSI ASCII Windows default do not select the checkbox Chapter 17 425 e To export the field names exported as the first record in the exported file similar to a headings row select the Include field names as first record in export file checkbox Export Address File name Format r alta ia elt Book Entries Specify export file E D Maximizer ABentries071012 Comma Separated Value v Export options Indude field names as first record in export file DOS text Click OK The Select Fields for Export dialog box opens El From the Available Maximizer fields list select each field and clicking or Add Click Catalog to retrieve a previously saved export list For more information see Selecting Fields for Export on page 426 426 Maximizer CRM 11 User s Guide Select Fields for Export F lt Available Maximizer fields Order of export fields to ABentries071012 CSV UseAlternateForm a First Name lt Empty Field gt Last Name Account Manager z Company Individual Name Category Address Line 1 Compan Address Line 2 add gt lcty Customer Profile C
422. on 78 yes no user defined fields 61 68 546 Maximizer CRM 11 User s Guide
423. on enabled Maximizer can synchronize with Outlook on a single server or remote only Otherwise duplication of entries may occur When MaxExchange is installed and at least one MaxExchange remote has been added as a distribution site a MaxExchange Location button appears at the bottom of the Outlook Synchronization tab Clicking this button opens a dialog box containing a drop down list of MaxExchange servers and remotes for the current Address Book Select the MaxExchange server or remote where Maximizer will synchronize entries with an Outlook profile for the selected user Chapter 7 175 Setting Up Microsoft Outlook for Synchronization Microsoft Outlook contacts are synchronized with Maximizer based on their assigned categories Each Outlook contact that you want to synchronize must be assigned to a category The following procedures describes how to assign a new category named Maximizer to selected Outlook contacts gt To assign a category to Outlook contacts In Outlook open the Address Book list to synchronize with Maximizer For example open the Contacts Address Book list A Select Edit gt Select All to select all entries in the list Or select specific entries in the list to assign for synchronization Select Edit gt Categories 4 Click Master Category List and add a new category called Maximizer 5 In the Available categories list select the checkbox beside the Maximizer category and click OK Confi
424. on to the last name and email address fields If information is not entered in these mandatory fields the customer will be notified via a Failure page Create rules to manage when collected information is sent to the website administrator or whatever other email addresses you specify Use HTML to customize the look of the areas above and below the web form the look of the form itself cannot be customized Use HTML to customize the Success page and the areas above and below the Failure page Preview the web form and return to the respective wizard screens to make the required adjustments Chapter 13 333 gt To open the Web Inquiry Form wizard e On the Tools tab select Web Form from the Internet group Welcome to the Web Inquiry Form Wizard cal Miaximi This wizard will take you through the process of creating a web form to collect your customers information The collected information will be emailed to the site administrator to be directly imported into Maximizer dem NOTE To use this feature you must have access to a web AE server with HTML file reading and CGI execution pemissions Consult your Intemet Service Provider ISP or system administrator for more information on the hosting of these files Form templates The web form settings can be saved into a form template for future editing You may create a web form based on an existing form template C Create new form template bale Cancel
425. on_ Projected Data Type Integer Integer String String DateTime String Integer String String Integer String String Len Foreign Table Ref 2 2 508 508 11 ADMN_Users User_ Id 23 23 64 64 Description and Rules Not applicable to automated campaigns Opportunity or campaign type 0 Opportunity 10 Fixed cate automated campaign 15 Ongoing automated campaign 20 Automated campaign from web 30 Traditional campaign Description of the campaign Only the Campaign Leader user can modify this field Any comments related to the completion of the Campaign Applicable only if the Status is Complete Abandoned or Suspended Date and time when the record was last modified User_Id of the user who last changed the campaign 0 Not tested 1 Tested Applies only to records where Opp_Type 10 15 or 20 Applicable only when Opp_Type 0 Applicable only when Opp_Type 0 Applicable only when Opp_Type 0 Applicable only when Opp_Type 0 Applicable only when Opp_Type 0 512 Maximizer CRM 11 User s Guide Table 12 AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Field Name Revenue_Currency_ Id Revenue_Rate_ Type_Id Revenue_Rate_ Type_Id Last_Cal_ Date Calculated_Won_ Revenue Calculated_ InProgress_ Revenue Notify_Flag Data Type String Integer Integer DateTime Float
426. onal charts in two ways e Change the value in the Reports to field in the Contact details section of the Edit Basic Information tab in an open Contact or in the user s general properties e Drag and drop an entry to the another entry the Contact or user reports to The Reports to field automatically updates showing the new value Organizational Charts for Maximizer Users You can view Maximizer users within an organizational chart As with organizational charts for Address Book entries the hierarchy of the organizational chart shows users based on values in the Reports to field in the user properties Organizational charts include disabled users along with all fully enabled Maximizer users gt To view an organizational chart of Maximizer users On the Setup tab select Manage Users from the User Management group A Click Org Chart 56 Maximizer CRM 11 User s Guide The Organizational Chart dialog box opens displaying the chart for all Maximizer users 7 z Organizational Chart for Escona Tutorial users tions Show details E Fit in window e 1344 Eastside Road Petaluma CA 94954 USA e Joe Napoli Position ep 1 Eastside Road Petaluma CA 94954 USA ___ Phoni 655 775 0982 Email jnapoli maximizer com President 1344 Eastside Road Petaluma CA 94954 USA a Email dbrown maximizer com E 1344 Eastside Road Petaluma CA 94954 USA Jo
427. one Calls on page 466 Macros on page 467 Other Tasks on page 467 The following keyboard shortcuts apply to Maximizer windows Press Alt spacebar n Alt spacebar x Alt hyphen n Alt hyphen x Alt hyphen r Ctrl 1 Ctrl 2 Ctrl 3 Ctrl 4 Ctrl 5 Ctrl 6 Ctrl 7 Ctrl 8 Ctrl 9 Ctrl 0 To Minimize Maximizer Maximize Maximizer Minimize the current window Maximize the current window Restore the current window Open the Address Book window Open the Contacts window Open the User Defined Fields following window Open the Notes following window Open the Documents following window Open the Hotlist window Open the Calendar window Open the Journal window Open the Expenses window Open the Opportunities window 464 Maximizer CRM 11 User s Guide Press Ctrl A Ctrl D Ctrl E Ctrl H Ctrl K Ctrl L Ctrl M Ctrl P Ctrl R Ctrl Q Ctrl S Ctrl T Ctrl F4 Ctrl F9 Ctrl Tab Ctrl Shift F Shift F4 Shift F5 Shift F6 Tab Esc Keyboard Shortcuts Ribbons To Open the Opportunities following window Open the My Work Day window Open the Email window Open the Customer Service window Open the Knowledge Base window Open the Company Library window Open the Campaigns window Open the Automated Campaigns following window Open the Related Entries following window Stop searching or list building Open the Customer Service following window Open the Quotas
428. ontact How e State Province Customer Profle Employees Sao free Prove amy Customer Profile First Contacted Date pe ee Customer Profile Have Internet Access Customer Profile Industry Customer Profile Preferred Language Customer Profile Region Customer Profile Retail Wine Cost Customer Profile Size of Client Customer Service Contract Expiry Customer Service Contract Number Customer Service Last Customer Service Call Department Discount Levels Percentage RED Ricca int avele Darrentans BASE m Export Cancel Catalog 9 Click Export to begin the export process Selecting Fields for Export When exporting to CSV or tab delimited format you must select which fields to export and in which order The Select Fields for Export dialog box has two columns the left column lists the Address Book entry basic fields user defined fields and two fields for notes the right column is initially blank Select the fields to export from the left column and add them to the right column The order of fields in the right column is the order in which they will be exported If you need to change the order of any fields select each one and click Remove to delete it from the list then in the right column select the field after which you want to place another field Fields added to the right column appear directly below the field currently selected in the right column Once you have established the order of export fields as you
429. ontacted Date 12 annal Sale Field label First Contacted Date Retrieving Column Setups You can retrieve existing column setups to change the fields displayed in the current window In some windows you can retrieve a column setup directly from the View bar Otherwise you can retrieve a column setup from the Column Setup dialog box gt To retrieve a column setup e In the View bar select a column setup from the Columns drop down list Name a Default Address Book View Default Contact View Default Related Entries View Address Information Advertising Response View Basic Information Leads Summary Partners Assigned Partners Summary Territory Account Manager e On the Setup tab select Column Setups from the Display group Then select the column setup and click Use Now Chapter 4 101 Coloring Rules Coloring rules shade entries with different colors depending on the values of specific fields You can set up coloring rules in the Address Book Opportunities Customer Service and Hotlist windows Each coloring rule includes a set of values for a specific field You can choose a background color and a text color for each value in the rule When you apply a coloring rule the entries that have the same value for the field are colored even if the value is hidden in the current column setup You can also set up the color of current and selected entries
430. op down list select Favorite Lists gt Add and click Go The Add current entry to Favorite List page opens Select the Favorite List you want to add the entry to and click OK The entry is added to the Favorite List gt To remove an entry from a Favorite List Open the entry that you want to remove from the Favorite List A From the Actions drop down list select Favorite Lists gt Remove and click Go The Remove current entry from Favorite List page opens Select the Favorite List you want to remove the entry from and click OK The entry is removed from the Favorite List Chapter 12 317 Wireless Access Viewing Dashboards You can view dashboard in Wireless Access If an indicator in a dashboard is configured with a Click Through to a Maximizer list or to another dashboard you can click the indicator to view more information gt To view a dashboard in Wireless Access On the Wireless Access home page click Dashboard A Select a dashboard from the drop down list and click Go to view a different dashboard Customer Service Dashboard Go Cases Created this Week 318 Maximizer CRM 11 User s Guide Setting Wireless Access Preferences You can change your navigation preferences from the Preferences page in Wireless Access The navigation preferences determine if the view actions are displayed as links or displayed in the Actions drop down list gt To change the na
431. opportunity preferences in Administrator You can select this default list or you can select any other users to monitor specific opportunities You can also choose not to monitor a specific opportunity All users with modify permissions for opportunities can add or remove opportunity monitors Opportunity monitoring access rights are not separate from general opportunity rights If a particular user should not be modifying opportunity monitors all opportunity modification rights can be removed in Administrator Opportunity monitors receive email messages based on templates set up in Administrator You can create different templates for each type of action See the Maximizer CRM Administrator s Guide for details You can also specify how to monitor new opportunities in the default opportunity entry gt To select a user for opportunity monitoring Select or open the opportunity 2 On the Edit tab select Opportunity from the Monitor group Right click and select Opportunity Monitoring In an open opportunity select the Monitoring icon 196 Maximizer CRM 11 User s Guide Select one of the opportunity monitoring options e Select Do not monitor this opportunity to remove all users from the list so no user receives email regarding this opportunity e Select Use the system default opportunity monitoring user list to display the users specified in the system default opportunity monitoring list e Select Use the custom list
432. opportunity or campaign System generated Opp_Number is always 0 Refer to AMGR_Client Client_Id Contact_Number when Type 23 Unique identifier of the step the activity belongs to Mandatory field Cannot modify ID of the activity linked to the step Mandatory field Value must already exist in AMGR_OMS_ Object Cannot modify If Type 1 Unique identifier of the activity Otherwise always 0 1 Activity link for opportunity campaign step 2 Step link for opportunity campaign 3 Success factor standing link for opportunity campaign 4 Success factor standing link for opportunity role 5 No longer used 8 Competitor link for opportunity 13 Contact link for opportnity campaign role 14 Related entry link 15 Company Library folder or document reference 20 Partner link for opportunity 21 Customer service notification default user 22 Customer service notification user 23 Partner link for Address Book entry 518 Maximizer CRM 11 User s Guide Table 14 AMGR_Opportunity_Link Table Physical Field Name Data Type Len Foreign Table Ref Description and Rules Client_Id String 24 AMGR_ Company or Individual that is Opportunity_Link associated with the opportunity Contact_Number Integer a Client_Id Contact_ Mandatory field Associated entry Number AMGR_ must already exist in the AMGR_ Client Client table Cannot modify Client_Id Contact_ Number AMGR_ Opportuni
433. or changes automatically in alignment with the success of the opportunity Chapter 8 191 e To mark an activity as complete click inside the box displayed after the activity Overdue activities are denoted by a warning symbol after the activity e Use the Show follow ups option to display follow up activities related to an activity within a step e Use the Show completed activities option to display completed activities Otherwise completed activities are removed from the step e Use the More button to add modify or delete roles success factors steps and activities or you can use the shortcut menu Atlas Food Inc Get Escona on Wine List E A W Gp Monitoring E Actions a3 Probability 57 Basic Information User Defined Fields Sales Plans Competitors Partners Status Show activities Show strategy Strategy template Significant Strategy scheduled X Details Details of this template User ll users x F Show follow ups 7 Show completed activities More gt gt Budget Approved Budget approval process hasn t started 14 24 On Schedule On Schedule 24 24 m _ Unknown as Steps and Activities Date Time Assigned to Name Role Stat Make initial contacts April 28 2010 amp call plan Develop call plan 1 Contacts id April 28 2010 Joe Napoli Martinez Daniela A O Ee eee eee April 28 2010 Joe Napoli Martinez Daniela A O Identify Opportun
434. or dashboard indicators 344 recording 337 recurring appointments 139 and Microsoft Outlook Synchronization 173 recurring tasks and Microsoft Outlook Synchronization 173 related entries 42 Related Entries following window 42 reminders for appointments 139 remote sales teams 181 remote servers 391 removing entries from Favorite Lists 96 subscribers from campaigns 240 values in global edits 90 Reporter 541 opening from dashboards 346 reports 358 notes 106 Opportunity Pipeline 197 types 359 user defined field tables and views 476 Reports menu in Maximizer CRM 10 5 461 Reports tab 461 resetting counters for automated campaign activities 237 resolving cases 303 resolving customer service cases 254 resources in appointments 136 140 restricting size of packets 401 resuming activities in automated campaigns 236 resuming automated campaigns 243 retrieving lists of subscribers for automated campaigns 238 lists of subscribers for campaigns 238 retrying activities in automated campaigns 237 revenue 198 currency for opportunities 193 reviewing activities in automated campaigns 237 ribbons 448 keyboard shortcuts 464 roles assigning activities to 214 assigning Contacts to in traditional campaigns 213 in strategies 186 in traditional campaigns 207 Sales Manager 44 rolling date ranges 86 Round function 80 RTF file format for reports 358 in the Company Library 124 S Sage 50 Accounts 7 sales alert reports 35
435. or receive a phone call from an Address Book entry you can take notes while the call is timed Depending on your logging preferences notes are automatically saved to the Address Book entries customer service cases or opportunities associated with the calls After completing a phone call you have the option of scheduling a follow up activity saved to your Hotlist If you are using TAPI follow this procedure to phone Address Book entries directly from Maximizer gt To phone an Address Book entry Select the Address Book entry to call A On the Tools tab select Phone from the Other group or On the Home tab select Make a Call from the Phone group Or right click and select Phone gt Make a Call Then skip to Step 5 The first phone number associated with the Address Book entry is automatically selected as the number to dial Chapter 3 51 Specify the phone number and subject of the phone call e Inthe Subject field select or type the subject of the call e Inthe Select a phone number to dial area select the phone number to dial e Inthe Dial as field select the format of the phone number Phone number formats are set up in your dialing preferences On the Setup tab select Preferences and select the Dialing tab T Phone foo Subject Conference call z Name ABC Wine Shop Inc SES Dial Select phone number to dial Main 1 604 601 8000 Fax C 2 604 601 8001 Cell C 3 604
436. ork Direct transport and LAN email You can set how frequently MaxExchange Remote processes data packets At the interval you specify MaxExchange Remote will transport its updates to the MaxExchange server For MaxExchange synchronization to occur successfully you must ensure the following y Your computer is on MaxExchange Remote is running All necessary transport resources are enabled for example the modem is turned on The required transport access to the server is available To set timing preferences Select Edit gt Timing Preferences In the Timing Preferences dialog box specify your processing and transport times The behavior of each option depends on the Transport Method used Choose Manually transports packets immediately after the initiation of a processing session Simultaneously transports immediately after processing or Independently process and transport at different times Transaction Processing Settings allow you to set processing to be activated automatically at a specific time If no First Process time or Processing Interval is set data packet processing will occur only when you do immediate processing using the File gt Process Data Packets command If you want to schedule a data processing time enter the fields as follows 404 Maximizer CRM 11 User s Guide e Inthe First Process At field type the time at which processing is to start for the first time after these settings are
437. ormat exports name address phone number email address and company details information from the Basic Information tab of the selected Companies and Individuals or all entries in the list if none are selected You can then easily import this file into another Maximizer Address Book You can optionally export the following additional information e Include contacts exports the contacts associated with the exported Address Book entries e Include Customer Service Cases exports customer service cases associated with the exported Address Book entries e Include Opportunities works the same way as Include Customer Service Cases from above It exports opportunities associated with the exported Address Book entries e Include UDFs exports all Address Book user defined fields associated with the exported Address Book entries along with their attributes and in the case of table user defined fields any items they contain Keep in mind that exporting user defined fields increases the length of time required for the export process and not selecting this option improves speed 422 Maximizer CRM 11 User s Guide Formula user defined fields are exported as alphanumeric date or numeric user defined fields The values are exported but they will not be recalculated after export y Include notes exports notes associated with the exported Address Book entries including date and time owner creator type and text fields Includ
438. ort file in the MaximizerReports folder on your local drive If you are prompted with a login screen enter your Maximizer user name and password 4 In Maximizer on the Reports tab select Crystal Report gt Refresh Folders x E Desktop f New Text Docume BA My Documents fe MaximizerReports CI My eBooks 2 My Pictures H A My Computer Chapter 14 357 5 To access the report on the Reports tab select Crystal Report gt Personal and select the name of the report On the Reports tab select Crystal Report gt Personal gt Custom Report and select the View a report using an existing report template If you would like to edit the report template choose Edit an existing report template Cancel Edit an existing report template View a report using an existing report template 358 Maximizer CRM 11 User s Guide Printing Reports from Maximizer Column reports are a fast way to print Maximizer information as it appears in your current list while a Detailed report lets you print more detailed information Other reports such as the Notes and Name Address Telephone reports allow you to print specific information about your Address Book entries opportunities campaigns and customer service cases You can print your calendar appointments as a Calendar Book or Appointment Calendar You can print a Personal Organizer from the Address Book Contacts Related Entries or Hotlist window
439. orts all Customer Service user defined fields associated with the exported cases along with their attributes and in the case of table user defined fields any items they contain Keep in mind that exporting user defined fields increases the length of time to export and not selecting this option improves speed Include notes exports notes associated with the exported cases including date and time owner creator type and text fields Include documents exports documents associated with the exported cases including date and time document type document name creator owner as well as the document data itself Support non English characters converts the contents of the exported MXI or XML file to Unicode format which is required for languages using more than one byte per character such as Chinese If you don t select this checkbox characters will be exported in ASCII format To export customer service cases In Maximizer open the Customer Service window and select the cases to export 0r Don t select any entries to export all entries currently displayed in the Customer Service window In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Export select Customer Service Cases The Export Customer Service Cases dialog box opens Click Browse The Save As dialog box opens Specify the destination location and file name for the exported file From the Sav
440. ot at all dose to where it should be Key Fields for Customer Service with Contracts v Case details Case queue Priority Contract Number Carte Case type Other outa Our Case reason Instructions not dear Last Service Date March 28 2010 aa Case origin Other A Follow up deadline April 28 2010 5 51 PM gi Status Escalated Case owner Matt Graham Assigned to Joe Napoli Priority High Severity Low Denotes required field oK cancel Apply 4 Select the other tabs to view more information on the case gt To view a case from an Address Book entry 1 Select the Address Book entry A Select the Customer Service following window All customer service cases for the current Address Book entry are displayed in the list 8 contacts Customer Service 4 Automated Campaigns LY Opportunities fj Related Entries Filter All FR SS S Columns alternate Customer Service View Creation Date Case Number Status AssignedTo Subject Priority gt February 9 2010 HQ 00047 Wait for Customer Celne Dancer Ship error refund requested Medium March 19 2010 HQ 00059 Assigned Joe Napoli Packaging defect High Click on a customer service case to open it Chapter 10 249 Adding Customer Service Cases You can create customer service cases to track and resolve customer service issues Customer service cases are always associated with Address Book entries When creating a new c
441. ou can enable the Connect automatically option if you want to dial in to your Internet service provider when you start a processing session Dial up Connection x D Select the service you want to connect m to and then enter your user name and password Connect to Dial up hd User name maximizer Password IV Save password I Connect automatically Settings Cancel If you have set up your remote computer to process upon startup the Windows Dial up Connection dialog box automatically appears when you log on to Windows Otherwise when you click the Process Data Packets on the remote computer the Dial up Connection dialog box appears Timing Preferences xj r Transport and transaction processing timing How do you want the timing of MaxE xchange transaction processing and transport to be handled C Manually Manual data processing and transport session C Independently Schedule packet transport and transaction processing independently First process at 12 01 AM Processing interval 12 hour s X First transport at 12 01 AM IV Automatically transport packets and process data on Windows login lt i _ __ IV Display remote client when automated processing begins 410 Maximizer CRM 11 User s Guide Note that in your Internet Options the Dial whenever a network connection is not present option on the Connections tab must be set in order for the Windows Dial up Connection dialo
442. ou could create a simple campaign template that defines the steps activities and roles required to place an ad in a magazine Once you create a campaign template in the Traditional Campaign Template Library you can apply the campaign template s particular marketing plan to any new traditional campaign you create Before you can enter your organization s marketing strategies as campaign templates you need to gather information from your marketing people The best campaign templates combine the knowledge and experience of everyone in your organization therefore you should involve as many people in this process as possible The result will be a pattern of success that you can follow like a road map Your first step is to design a general plan a campaign template that describes your company s steps activities and roles involved in completing the campaign The most difficult step in creating a new campaign template is in the planning stage Once you know what the steps activities and roles will be you may then enter the information in the Traditional Campaign Template Library Each step is composed of activities individual tasks tobe performedby a member of the team Activities Activities Chapter 9 207 The following sections contain additional information on traditional campaign templates e Components of Traditional Campaigns on page 207 e Example of a Traditional Campaign on page 208 e
443. our modem you must first make sure that your modem functions correctly with your computer system then configure your modem in your dialing preferences in Maximizer Your modem preferences tell Maximizer where your computer s modem is connected and how it performs Some of these settings are more critical than others For example if you set up your port incorrectly your modem will not work at all But if you set up your baud rate incorrectly the modem will operate but perhaps at a slower speed TAPI lets you use your Telephony Application Programming Interface modem to identify and direct signals received by your communications port to the appropriate application For more information on setting up dialing preferences including documentation on using TAPI refer to the Maximizer CRM Administrator s Guide gt To set up automatic dialing from Maximizer On the Setup tab select Preferences A In the Dialing tab select Modem or TAPI If you selected TAPI click Properties to configure the dialing properties for the modem and click Device to configure the Device properties for the modem If you selected Modem fill in the remaining fields EJ click ox 54 Maximizer CRM 11 User s Guide Organizational Charts Organizational charts display the hierarchical structure of a Company or an Individual entry The chart shows the entry s associated Contacts in a hierarchical format The Company s organization is based on values i
444. our sales and marketing literature in a shared library e Generating reports from any of the lists Address Book entries opportunities customer service cases Hotlist tasks and additional information you keep on your entries Chapter 2 13 Maximizer Interface Information in Maximizer is displayed in lists which means that it can be sorted and arranged in rows and columns Lists make it easy to see many entries at once and customize your views Different types of information are viewed in different windows in Maximizer You can easily move from window to window to access different types of entries Keep the following points in mind when working with the Maximizer windows Select or open entries in the list to view information and perform tasks on the entries A View information and attached entries for the current entry in the tabbed following windows Use the tabs at the top of the window to access all tasks that are available in the current window Each tab organizes tasks into groups Select an icon to perform the task You can also right click to select common tasks from the shortcut menu 4 Select an icon in the icon bar to move to a different window 5 At the top of the icon bar use the button with the pin graphic on it to hide or display the icon bar view 6 In the Recent Entries area select an Address Book entry that you have recently viewed to add it to the current list quickly Use the view bars in a wind
445. ow or following window to filter your list and access common tasks and the column setup You can also use the arrow buttons to move from one entry to the next E In the top left corner of the window select the Maximizer icon to access additional tasks such as opening and closing an Address Book printing reports and viewing the online help 14 Maximizer CRM 11 User s Guide E Watch the status bar to see the current user date and time Campaigns Customer Service D Astor Wines amp Spirits i Atlas Food Inc ray ED ia en Maximizer CRM Escona Tutorial Address Book 94 Displayed 91 Companies 3 Individuals os eg Home Edit View Search Tool 3 Reports Setu OX a Py Letter 8 Xa E To do Di Insert a File amp EE E H a 3 P E r a Fax B Phone Call 4 Print an Envelope Address Case Opportunity Email Note Make Receive Meeting Assign to Book Entry i Document acall a Call Action Plan ja Print a Label a Task Campaign Create i Write Phone Schedule _Insert Print Track Subscribe 5a Columns Default Address Book View gt fi Z My Work Day Name a Phone Number Email Address City State Department gp PEA og Aggassi Cold Beer amp Wine Store 604 601 8000 escona maximizer com Alice Spring BC T ij Albert s Steak House 604 601 8000 escona maximizer com Albuquerque NM EZ Opportunities G All The Best Spirits 604 601 8001 escona maximizer com ee
446. ow you can improve your probability of success Once you have defined a success factor you can use it in any number of different strategies Maximizer includes two success factors e Political Alignment This success factor measures the impact of the key people who can influence the outcome of an opportunity e On Schedule Maximizer uses this success factor to determine whether an opportunity is ahead or behind schedule Success Factors are defined in Administrator These two factors along with the others that you define must be weighted according to their importance in pursuing the opportunity You can t delete the predetermined success factors if these success factors have no significance assign the success factors a weight of zero or don t assign them to the strategy Once you have your strategy planned on paper entering it into Maximizer is easy The Strategy Library is a tabbed dialog box in which you can create a library of roles success factors activities and steps You use these elements when you add a new strategy to the library After designing a strategy you can apply it to any new opportunity you create Each tab lets you construct a different strategy element Start with the Roles tab and finish with the Steps tab before you construct your strategy in the Strategies tab These elements are then selected and assembled into your new strategy A Cost and duration are automatically calculated from the cost and
447. ox is available only in Maximizer CRM Enterprise Edition For each Address Book entry you can specify full access and read access rights for any Maximizer users or groups or you can specify public access to grant access to all Maximizer users Access rights to specific entries are shown in the Company Individual Contact details area of the Basic Information tab in the entry You can specify access rights while adding or modifying an entry If you are using Maximizer CRM Group Edition you can select a user a group or public from the Full Access and Read Access drop down lists If you are using Maximizer CRM Enterprise Edition you can click the ellipsis button next to the Full Access or Read Access fields to select multiple users for full or read access rights Access rights for specific entries are granted in the Select Users for Full or Read Access dialog box Keep the following points in mind when working in this dialog box In the Available users and groups area select a user or group to add to the list of users and groups with access to the entry Users are grouped by the departments divisions groups and teams to which they belong if you have the Display users by groups option enabled in your preferences On the Setup tab select Preferences Click the arrows to expand or collapse groups of users o N Click Add to move the user or group to the Selected users and groups list If you accessed the dialog box from
448. p down list and select one of the items under Outlook Address Book Typically there is only one item in this list called Contacts In that case select Contacts Chapter 7 165 Addressing 5A Addressing Show this address list first Contacts Ix Outlook Address Book Global Address List All Address Lists All Contacts All Groups All Users Maxmail Account on Exchange Public Folders 1 Add Remove Properties C ox cancel 4 Click OK and then close the dialog box in Outlook Adding Address Book Entries from Microsoft Outlook You can create Address Book entries in Maximizer directly from Microsoft Outlook You can create Address Book entries from Outlook contacts or from email messages in Outlook If you create the entry from an email message the entry is created from the email sender From address You can access the command from the Save Contact to Maximizer button in a contacts window or from the Save Sender As Contact to Maximize button from a mail window in Outlook If you cleared the Confirm when creating Contact option when setting up Outlook integration Maximizer automatically creates entries as follows e If Individual is selected as the default contact type Maximizer creates an Individual Address Book entry e If Company Contact is selected as the default contact type Maximizer creates a Company Contact Address Book entry If the Outlook contact information does
449. p tab select Template Library gt Action Plan Library from the File Management group On the Setup tab select Template Library gt Automated Campaign Templates from the File Management group On the Setup tab select Template Library gt Traditional Campaign Templates from the File Management group Click the Maximizer button and select Import Export Transfer Then under Import select Address Book Entries Click the Maximizer button and select Import Export Transfer Then under Import select Knowledge Base Articles Click the Maximizer button and select Import Export Transfer Then under Import select Advanced Import Click the Maximizer button and select Import Export Transfer Then under Import select Vertical Templates Click the Maximizer button and select Import Export Transfer Then under Export select Address Book Entries Click the Maximizer button and select Import Export Transfer Then under Export select Customer Service Cases 452 Maximizer CRM 11 User s Guide In Maximizer CRM 10 5 select File gt Export gt Knowledge Base Articles Transfer gt Address Book Entries Transfer gt Column Setups Transfer gt Document Templates Transfer gt User Defined Fields Transfer gt Macros Transfer gt Drop Down Tables Transfer gt Strategies Document Administration gt Convert Embedded Documents Document Administration gt Move Linked Documents Exi
450. pe BS Ey gS J Phone Call Ze Fax j Print a Label fake Receive Time Meeting Note aCall aCa Action Plan J Document Insert a File Phone Schedule Write Print Insert EA Journal Expenses Filter October 3 ore Account October YTD 2009 gt Total Income 0 00 0 00 Expenses Airfare 1 409 50 2 809 50 Meals 30 00 205 85 Office Supplies 61 75 307 00 Total Expenses 1 501 25 3 322 35 Total Net Income 1 501 25 3 322 35 Press FiforHelp User JNAPOLT Friday October 30 2009 11 42AM j The following sections contain information on keeping track of income and expenses in Maximizer e Adding Income and Expense Accounts on page 336 e Recording Income and Expenses on page 337 336 Maximizer CRM 11 User s Guide Adding Income and Expense Accounts Income and expenses are stored in accounts Before recording income or expense items you must set up the accounts You can share accounts with other Maximizer users or keep them private gt To add an account Select the Personal icon and select the Expenses tab to open the Expenses window A On the Home tab select Account from the Create group Right click and select Add Account The New Income Expense Account dialog box opens New Income Expense Account E Account Name Description Type Security Expense C Public C Income Private In the Account area enter a name and a descrip
451. pen Address Book entry click Opps Click on the opportunity to open it Found opportunity begin Progress MOALE AAEE EE Amelia Liquors South The page displays all the fields that have values for the opportunity Chapter 12 297 Wireless Access Adding New Opportunities You can add new opportunities from Address Book entries or from existing opportunities When you create a new opportunity from an existing one the Address Book entry associated with the original opportunity is also associated with the new opportunity gt To add anew opportunity Open the existing entry A From the Actions drop down list in an Address Book entry select Add gt Opportunity and click Go From the Actions drop down list in an opportunity select Create a New Opportunity and click Go If Products Services is a mandatory field select the products services for the opportunity and click Next 4 If Categories is a mandatory field select the categories for the opportunity and click Next The remaining information is displayed Mandatory fields are marked with asterisks 5 Enter the remaining fields for the opportunity 6 Click OK to save the opportunity The opportunity is created In Wireless Access you can associate Contacts sales teams leaders competitors and partners to opportunities only after creating them For more information see the following sections e Associating Contacts with Entri
452. plates what you need to do to launch a marketing campaign and how you will address the issues and obstacles involved Then you apply the campaign template to your campaign The following section contains additional overview information about campaigns e Traditional Campaigns on page 203 e Automated Campaigns on page 203 e Campaigns Window on page 204 Traditional Campaigns Automated Campaigns Fax and print campaigns are available only in Maximizer CRM Enterprise Edition Chapter 9 203 Complex marketing campaigns require a well planned strategy When you launch a new product or promote your website for example you need a coherent plan and you need to coordinate the members of your marketing team towards a common goal traditional campaigns help you and your team manage your marketing campaigns Using traditional campaigns you can do the following e Create traditional campaign templates detailed plans that identify the factors that influence a marketing campaign and the activities you must perform to complete a campaign e Apply these campaign templates to one or more marketing campaigns e Effectively schedule and coordinate the marketing process among all members of your marketing team e Ensure that all the right people in your organization have up to date information about the status of your campaigns e Analyze the effectiveness of your campaign templates and create new ones for new c
453. portunities gt To assign a competitor or partner to an opportunity Open the opportunity A From the Actions drop down list select Edit gt Competitors or Edit gt Partners and click Go The Search for Competitor or the Search for Partner page opens In the Search by drop down list select Last Name or Company 4 In the Search for field enter the text to search for 5 Select the Ignore leads Competitors only or Partners only options to refine the search Chapter 12 299 Wireless Access 6 Click Search All matching Address Book entries are retrieved Select the entry and click OK The opportunity is displayed with the Competitors or the Partners section updated Changing the Status of Opportunities You can change the status of opportunities in Wireless Access Changing the status lets you complete your current opportunities gt To change the status of an opportunity Open the opportunity A From the Actions drop down list select Edit gt Status and click Go The Current working status page opens Select the new status of the opportunity and click OK If the new status completes the opportunity the Completion details page opens Otherwise the opportunity is saved with the new status 4 Enter the details for the opportunity completion Mandatory fields are marked with asterisks E click ox The opportunity is displayed with the Status section updated 300 Maximizer CRM 11 User
454. ppointments for other users if they have given you access to their calendars Calendar access is set in your Calendar Hotlist preferences Here are some tips for working with the Calendar window Select the Calendar icon to open the Calendar window A In the top left corner of the window select the arrow buttons to navigate from day to day week to week or month to month Select the Daily Weekly Weekly List or Monthly icon to change the calendar view 4 View details of appointments directly in the Calendar window e Inthe monthly view hold your mouse pointer over a day to display all the appointment details for that day in a pop up window Then hold your mouse over a particular appointment to view the appointment details Or click on the appointment in the pop up window to open it e Inthe weekly weekly list and daily views hold your mouse over an appointment to display the appointment details Double click on an appointment to open it e Inthe weekly list view view appointment details directly in the calendar where details such as start end time and location are listed in an easy to view format Chapter 6 137 5 Select the Open Address Book entry icon to view the Address Book entry associated with the selected appointment 6 From the User drop down list select a user to display another user s appointments You can also select a location or resource to view the booked time for meeting locations and resources Se
455. preferences can be viewed in MaxExchange Remote by clicking the Preferences button while viewing the 406 Maximizer CRM 11 User s Guide Note that these Distribution attributes other than the default preferences option override the preferences set in MaxExchange Site Manager synchronized Address Book properties View gt Synchronized Address Books Remote Synchronized Address Books xi Address Book Transport T Address BookID Server Address FTP Port Number ArancioAfterRC1 FIP 39DAE90D exchlab1 21 x r Company Library Documents I Distribute 0 3 dayi Y Preferences Properties ae MB r Knowledge Base Articles Z Distribute a 4 day s 3 MaxExchange Remote o4 w lt lt distribution preferences 0 a ho 0 m MB 0 fe lt 0 J KB m Favorite Lists I Distribute Favorite Lists on refresh gt To view distribution properties in Maximizer e Distribution preferences appear as part of the properties for Company Library documents knowledge base articles general documents and notes right click on one of these items and choose Properties Only the MASTER user has rights to change these preferences in the Properties dialog box in Maximizer Document Properties x p Details of document Name Price List Owner Public a Date October 12 2004 Time 3 59 PM Creator Joe Napoli Description ooo Sze 16 00 r Distrib
456. r Appendix B 491 Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR_ ActionPlanTemplat e Plan_Id Plan_ Number AMGR_CSCases Case_Id Case_ Number AMGR_ Opportunity Opp_ Id Opp_Number Description and Rules Unique identification value of the Action Plan template as defined in AMGR_ActionPlanTemplate Sequential number of the activity in the plan Identifies the customer service case or opportunity the appointment is associated with Type of record this template is applicable to Entity_Type values correspond to the Client_Id Contact_Number pair references on the right 0 Not specified default for old notes 1 Address Book entry 2 Opportunity 3 Campaign 4 User 5 Customer service case 6 Knowledge base 7 Order 8 Order item 9 Default entry 100 Custom Independent table 101 Custom Child table Text description of appointment Appointment identification string Appointment identification number 492 Maximizer CRM 11 User s Guide AMGR_ Hotlist View The AMGR_Hotlist View includes both personal and Address Book related tasks Note This view supports insert modify and delete actions and supports MaxExchange transaction journalling All times are stored in Coordinated Universal Time UTC Table 5 AMGR_Hotlist View Field Name Data Type Data_Machine_ld Numeric Sequence_Number Numeric Owner_lId String Schedule_Date DateTi
457. r Numeric 9 Client_Id String 24 AMGR _Client Company Individual that is Client_Id Contact_ associated with the opportunity Number Mandatory field Associated entry must already exist in the AMGR_ Client table Cannot modify Contact_Number Integer 4 Not used Reserved for future use Always 0 Opp_ld String 23 AMGR_ Unique identifier of an Opportunity_Link Opportunity System generated Opp_Number Integer 4 ete Opp Unique identifier of an Opportunity Must be 0 Comp_Client_Id String 24 AMGR_ Client_Id and Contact_Number of Opportunity_Link Competitor that the Opportunity Client_Id Contact_ was lost to Number Comp_Cont_No Integer 4 Owner_ld String 11 Team member that is chosen as the Opportunity leader If Team ID is equal to 1 no Team is assigned i e this is a Personal Opportunity then it defaults to the Login ID Appendix B 505 Crystal Reports Database Views Tables Reference Table 11 AMGR_Opportunity View Opp_Type 0 Opportunity Field Name Data Type Len Foreign Table Ref Strategy_lId Numeric Team_lId Integer Status Integer Name String Objective String Reason_ld Numeric Probability_Closing Integer Cost Float 9 AMGR _ Strategy Strategy_ld 4 EXCH Sites Owner_ld Team_ Id 80 254 9 AMGR_OMS_ Object Step_lId Description and Rules Strategy that has been assigned to the Opportunity Strategy_Id must already exist in the AMGR_ Strategy table If the
458. r Public Category gt La be Description Save as this type of file C Template Document for Speliing Cancel Merge fields are simply place holders in your document that can be replaced by basic Address Book entry or user defined field information when you perform a merge For example in the body of a letter you can insert a merge field for a Contact s name First_Name When you perform the merge the name of each recipient is displayed in place of the merge field If the entry does not have an assigned value for the chosen merge field the field does not display Merge fields are not restricted to Address Book entry information you can insert merge fields for your own user information opportunities and customer service cases as well You can insert merge fields in email templates email messages Maximizer Word Processor templates and Microsoft Word documents The following sections contain additional information on working with merge fields in Maximizer e Inserting Merge Fields in the Maximizer Word Processor on page 119 e Mail Merge on page 120 Chapter 5 119 Inserting Merge Fields in the Maximizer Word Processor You can insert merge fields into documents and templates in the Maximizer Word Processor letting you add information for specific entries to generic documents and templates gt To insert a merge field in the Maximizer Word Processor In the
459. r Jon Bow March 19 2010 11 07 Q Joe Napoli Appointment Created March 19 2010 11 07 Q Joe Napoli Marylyn Anoza Distributor Agreement March 19 2010 11 06 A Qj Joe Napoli Meeting with Billie Holly March 19 2010 11 05 Q Joe Napoli Escona Estate Wines Spring Promotion March 19 2010 11 04 Q Joe Napoli Escona Estate Wines Price List March 19 2010 11 03 Subject Case HQ 00018 has been modified Spoiled product resend From Joe Napoli lt jnapoli maximizer com gt To Joe Napoli lt jnapoli maximizer com gt ano Original Message From Lucy Garcia mailto Igarcia maximizer com Sent Wednesday March 17 2010 4 38 PM To Joe Napoli Matt Graham Celine Dancer Subject Case HQ 00018 has been modified Spoiled product resend m Case number HQ 00018 Case subject Spoiled product resend Company Bacchus Wine Market amp Tasting Room Contact Jarvis Leslie Assigned to Lucy Garcia Case owner Joe Napoli Case categories South Africa Case products services Gewurztraminer Case description Press F1 for Help User JNAPOLI Sending Email You can compose email messages in HTML or plain text format depending on your email preferences You can attach files to your message If you are using the HTML format you can also insert hyperlinks To check the spelling in your message click the Spell Checker button gt To compose and send an email message In the Email window select the Compose icon I
460. r User Defined Fields cscccescessessessteesreseees Creating User Defined Fields cc cceeee Modifying User Defined Fields Adding Items to Table User Defined Fields Modifying Items in User Defined Fields cccscccsscessecsssessteesreesrees Formula User Defined Fields cceccesccececeeeeeeeeeeseeeeceeeeaeeeeeeaeeeeeseeeeaeeaees Arithmetic Expressions eninin niaii aiina iiiaae Alphanumeric FUNCtions ccccesccceeseeeeeeneeseaeeeeeeneeeeeeeeessneesseeeeennees Date Functions Numeric FUNCCIONS ccceseeeeeseceeseeeeeeseeeeeeeeeeseseeenseeeseseeseneseeeneseeenas Conditional EXPressiOns seian eaea iarrai aaa T RaR Default ENTES eaea cadet chcksagesnegdisiglegaeg dds heidi lig aaa aenn a arante aiiai IIA aN ale A T E E AN Searching by Basic Fields c ccccsssecseeeeeeeeceeeeesseeeeeseaeessneeeeseeeeess Searching by All Fields a ea ear e e an aar kena aaan eainnt aRt Saving Searches in the Search Catalog ssessseeseseeeeen Retrieving Saved Searches from the Search Catalog Undoing Search S isis iisas Global o Lh r rA AE E AET ete A A E T A Favorite LIStS caso nae iaria Aa aada EUEN PTA AREKE TTS Creating Favorite Lists 2 Retrieving Favorite Lists Adding and Removing Entries in Favorite Lists Viewing Favorite Lists for Entries cccccscescesssscsseeeseesseessseesseeeseeess ColuM Setups sieve EE A E E EE A A TS Chapter 5 Chapter 6 Creating
461. r defined field as the fully qualified name of a document or an application to open or start For example you could use an alphanumeric user defined field to record a secondary web site for an Address Book entry When you access the command you can open the current Address Book entry s secondary website in your browser Run a Maximizer macro Run an existing Maximizer macro Draw a graph from a defined graph catalog View an existing graph in the graph catalog Retrieve a search catalog Retrieve an existing saved search from the search catalog in the Address Book Opportunities Campaigns or Customer Service window The following sections contain information on custom actions in Maximizer Custom Actions Tab on page 328 Creating Custom Actions Groups on page 328 328 Maximizer CRM 11 User s Guide Custom Actions Tab You can access your custom actions from the Custom Actions tab The custom actions are arranged into groups When you set up your custom actions you create the groups and add each action to an existing group Custom toolbars created in previous versions of Maximizer are converted into groups on the Custom Actions tab The Custom Actions tab is visible only after you create a custom actions group gt Maximizer CRM Escona Tutorial My Work Day 5 Home Edit View Search Tools Reports Setup Custom Actions ox eEscona Estate Winery This week s won opportunities Price List Epexpo
462. r it would not be matched to these territories Instead they would be matched to the territory without rules gt To set up a territory On the Setup tab select Territory Management from the Territory group the Territory Management The Territory Management dialog box opens command is available only to users with the Sales Manager role Territory Management x Setup Alignment Teritory Account Manager Add West Urban Billie Holly North West Bille Holly South West Bille Holly Mody Down Description Large urban areas in CA and NV primarily around SF and LA Close E click add The Add Modify Territory dialog box opens Enter a territory name and a description of the territory 4 From the Account Manager drop down list select an account manager 5 Click Add to select the fields you need to define territory rules 46 Maximizer CRM 11 User s Guide If an Address Book entry matches the rules of more than one territory the territory appearing higher in the Territory list is assigned to the entry Assigning Territories Add Modify Territory a Territory Details Name West Urban Description Large urban areas in CA and NV primarily around SF and LA Account Manager Billie Holly v Match Address Book entries using the following fields 98001 TO 98999 OR 94001 TO 94999 Zip Postal Code
463. r service case opportunity or campaign Enter the appointment task details and click OK 4 To save the email message as a document with the entry specify the properties of the document and click OK gt To create a personal appointment or task from an email message In the Email window select the email message you want to create an appointment or a task for FA On the Home tab select Meeting gt Personal Appointment or To do gt Personal Task Right click and select Create a New gt Personal Appointment Task Enter the appointment or task details and click OK 160 Maximizer CRM 11 User s Guide Setting Up Email The Email window in Maximizer provides you with the ability to send and receive email within Maximizer The Email window works with your existing email system so that you can take advantage of some of the benefits of sending and receiving email Maximizer allows email file attachments and supports the vCard standard for virtual business cards You can send files mail merge documents and vCards quickly and easily Maximizer s Email window works much the same as any email application but has additional functionality that enables you to easily integrate your Address Book entries with your email The following sections contain information on setting up Maximizer for email e Supported Email Clients on page 160 e Setting Up Novell GroupWise and Lotus cc Mail Mail on page 161 e Setting
464. raditional Campaigns Sometimes you need to suspend your efforts in a marketing campaign due to changing conditions or other factors You can pause a traditional campaign from the Status tab of an open campaign Once the campaign is paused any Hotlist tasks are archived not available from the Hotlist until you reset the campaign to In Progress gt To pause a traditional campaign Open the traditional campaign and select the Status tab A Under Current working status select Suspended enter a reason and comment Click OK to save the change to the campaign 218 Maximizer CRM 11 User s Guide Automated Campaign Templates Creating automated campaigns requires that you first define campaign templates Automated campaign templates define the actions that occur when you implement a campaign Each template contains a series of scheduled activities that must be performed in order to complete the automated campaign You can think of a campaign as a single implementation of one of your automated campaign templates Each time you create an automated campaign you are applying an instance of an automated campaign template The same automated campaign template can be implemented over and over in the form of several campaigns Automated campaign template g Campaign First scheduled activity ivi Y Campaign Third scheduled activity ivi ORN The following sections contain additional information on automated campa
465. rameters Parameter Data Type Number Decimal DecPlace Integer Example Text Revenue 2 Chapter 4 75 Description The numeric value that you want to convert Optional The number of decimal places to return This example returns the revenue as an alphanumeric string with two decimal places If revenue a numeric field is 50000 the Text function in the above example returns 50000 00 as an alphanumeric value Converts an alphanumeric value to a numeric value If the value contains alphabetic characters it returns 0 You can then manipulate the numeric value using any numeric functions Syntax Value Alphanumeric Parameters Parameter Data Type Alphanumeric String Example Value Contract Number Description The alphanumeric string to convert This example returns the alphanumeric user defined field Contract Number as a numeric value If the field contains an alphabetical character it returns 0 76 Maximizer CRM 11 User s Guide Date Functions Date Use date functions to manipulate date fields When you use date functions you can use date fields as the parameters for the function or you can supply date values for the functions When you supply date values use the Date function to format the values as dates You can add the following functions to formulas using date fields Converts integers to date values Date Converts integers to date values Day Returns the day of the mon
466. rated The table also contains a row for each product service item in the sales quote selected for the merge All Items TtemCode ItemName Item Item Price Item Unit Item Item Promotion Quantity Shipping Cost 237892 The No 9000 perbasket 1 5 00 Executive 245698 1997 No 19 00 each 1 5 00 Zinfandel The following sections contain information on working with item table merge fields e Creating Item Table Merge Fields on page 380 e Inserting Item Table Merge Fields on page 381 380 Maximizer CRM 11 User s Guide Creating Item Table Merge Fields You can create item table merge fields from the OrderDesk window or the Address Book OrderDesk following window gt To create an item table merge field On the Edit tab select OrderDesk gt OrderDesk Item Table Merge Field Setup Items Table Merge Fields a Microsoft Word merge field Definition Name Column order and visibility All Items Item Code Move Up Item Code O Item Name JItem Promotion Item Price Move Down Item Unit Item Quantity Item Shipping Cost Item Options Line separated Item Options Comma separated JItem Extended price New Delete OK Cancel Apply Click New New Items Table Merge Field es Merge field Name Cx o Enter a name for the merge field and click OK Note that the prefix Sales Quote is added to every name This helps you to locate your merge fiel
467. rd Webpage Dialog coj Dashboard details Give the dashboard a name and description and indicate Users and Groups which can access the dashboard Due to the screen size you probably do not want all dashboards available for Wireless or MaxMobile users To make a dashboard available to these mobile users check the Dashboard is available for Wireless Access option Dashboard Name Joe s Dashboard Full Access Joe Napoli Read Access Public Las Description Contains indicators set up by Joe Napoli Dashboard is available for Wireless Access Next gt Finish Cancel 4 Click Next The Indicators screen opens 5 Add an indicator to the dashboard For more information on adding indicators see Adding Indicators to Dashboards on page 346 6 When you are finished adding indicators click Finish in the Dashboard Wizard to finish creating the dashboard and to view it in My Work Day About Indicators Indicators display the information in your dashboards Each dashboard can contain multiple indicators You can set up indicators to access information in your Address Books in the following ways e Searches You can link indicators with existing searches in the search catalog The indicator reports either the number of entries returned in the search or a calculation based on fields in the entries e SQL metrics Your administrator can set up SQL queries that report on any
468. rd is being created or modified Alarm Integer 2 0 Alarm not set 1 Alarm set 520 Maximizer CRM 11 User s Guide Table 14 AMGR_Opportunity_Link Table Physical Field Name Alarm_Lead_Min Resp_Mem_lId With_Role_ld Priority Standing_ld Score MesName Data Type Len Integer Integer Numeric String Numeric Integer String 4 256 Foreign Table Ref Description and Rules Lead time for alarm in minutes Value must be between 0 and 5 000 000 0 Up to 999 complete minutes hours days or weeks can be entered in the GUI No partial minutes days or weeks Once 999 minutes has been reached the number must first be rounded up to the nearest whole hour and then converted back to minutes I e 1000 minutes is rejected but 1020 17 hours is accepted Once 999 hours has been reached the number must be converted to days and then back to minutes The same theory applies once 999 days and weeks have been reached ID of the team member responsible for activity Applicable only if Type 1 ID of the role that this activity is to be assigned to Applicable only if Type 1 Priority HI LOW MED etc Applicable only if Type 1 ID of the Standing associated with this role Applicable only if Type 3 4 or 15 Value weight of the success factor standing Valid values 0 100 Applicable only if Type 1 3 4 or 15 For Type 15 contains names of fo
469. re available to order online See the attached document for the complete price list Sending Email to Address Book Entries from Microsoft Outlook You can use Microsoft Outlook to send email messages to Maximizer Address Book entries even if the Address Book entries do not have related contact records in Outlook This method may not be available if you are using Word as your email editor To determine if Word is your email editor select Tools gt Options from the menu in Outlook and click the Mail Format tab If the Use Microsoft Office Word to edit e mail messages checkbox is selected the Maximizer Addresses button may not be available in the new email message dialog box gt To send an email message to Address Book entries from Outlook In Outlook open a new email message A Click the Maximizer Addresses button The Maximizer Addresses dialog box opens Chapter 7 169 530 Maximizer Addresses Se Search for Entry y OK 6 ES ol Last Name su C Company CF Cancel I Ignore leads Entries available for assignment from search results Name Email To Select Last Name or Company and enter the full or partial last name or company name to search for 4 Click Search The names and primary email addresses of the matching Address Book entries appear in the Entries available for assignment from search results list 5 Select the Addr
470. reated for an Address Book entry is a record in the CSCases_View view To report on cases for Address Book entries you must add the view and link it to the Address Book Case Case view name Links entry table according to the following table Microsoft SQL CSCases_View Client_Id gt Client_Id Contact_Number gt Maximizer ODBC CSCases Client_Id gt Client_Id Contact_Number gt Client_Number Client_Number Including Additional Views in Your Reports To include additional views in your reports you must link them to the parent table of the controlling window You do so through the Database Expert Database gt Database Expert by linking to the data source E Database Expert Data la x Browse the data source for the tables you want to add Note to edit the alias for a table select the table in the Selected Tables tree and click on it or press the F2 key Available Data Sources Selected Tables C Database Files a E 9 MAS_EsconaTutorial H Q Exchange 5 5 Message Tracking Log AMGR_Opportunity 6 C Exchange Message Tracking Log Field Definitions Only H File System Data QQIDAPI Database DLL H Q Legacy Exchange E C Mailbox Admin CMS IIS Proxy Log Files AN CINT Archived Event Log H ENT Current Event Log aG m 0lap QJOLE DB AD0 H E Outlook E Outlook Exchange Q Public Folder ACL Q Public Folder Admin W Public Folder Replica H Univ
471. rectly from entries select Report directly fields from your saved search results e To view summary information based on the values of multiple entries select Top N records based on summarized data Chapter 14 349 If you are associating the indicator with a search with activities or with quotas specify how to report the data and click Next e Inthe Primary field field select the numeric field that you want to manipulate e Inthe Function field select the function to use on the field If you select Record count you don t need to specify a primary field For more information on these options see Reporting on Data for Indicators on page 344 Dashboard Wizard Webpage Dialog Advanced Indicator Options Summary Functions The following choices allow you to define an arithmetic function to apply when reporting your data such as sum average or total record count Primary field Closed Sales as a of Quota Choose a field to apply the action to For example you may want to Sum the field Opportunity Actual Revenue or find the Average of the field Case Resolution Time tt Function Sum Choose a function to apply to the field selected above Next gt cance If you are creating a list control that returns information directly from entries this screen does not appear a If you are creating a group indicator or a list control with summary infor
472. reless A Select the Address Book enter your User ID and Password Maximizer User ID and Password and then click Enter A Maximizer camii Wireless Access Wireless Access Log in to Escona Tutorial v User ID napoli Password FORE Enter The Wireless Access home page appears 284 Maximizer CRM 11 User s Guide Navigating Pages From each of the main Wireless Access pages you can use the navigation footer to move to the Address Book Opportunity Customer Service Calendar Hotlist and Company Library pages You can also use the Back and Home buttons to navigate the site You can navigate pages in the following ways From the Wireless Access home page click the associated link to access the Address Book Opportunities Customer Service Calendar Hotlist Company Library Dashboard and Preferences pages A From the navigation footer on any of the main pages in Wireless Access click the Address Book Opportunity Customer Service Calendar Hotlist or Company Library icons Click the Back and Home icons to return to a previous page or go to the Wireless Access home page avigation Y Opportunities EA Custom vice Search Address Book ar t hy aenda Te Search By LastName td Company Librart Search For it Dashboards Matching Company HE Preferences Individual Quick Search 1 Z Contact Search
473. ress Book entry names If the Address Book entry ID number from the source exists in the target Address Book Maximizer compares the source and target Address Book entry names If the names are different Maximizer changes the ID number in the target Address Book and inserts the entry as a new Address Book entry If the Address Book entry names are the same they are considered to be duplicate entries In this case Maximizer merges duplicate Address Book entries in the target Address Book e Date and Time Maximizer also checks the date and time of the record It will not overwrite data in the target Address Book Chapter 17 437 that has been modified more recently than the data in the source Address Book Transferring Address Book Entries By default when you transfer Companies or Individuals the following are included all associated Contacts user defined fields notes files appointments Hotlist tasks orders not available for SQL and opportunities Encrypted user defined fields and customer service cases cannot be transferred gt To transfer Address Book entries In the Address Book window select the entries you want to transfer A In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Transfer select Address Book Entries Select Direct Address Book Access or Email as the transfer method If you are transferring your Address Book entries using direc
474. rinter The list includes all printers and fax applications installed on the Maximizer Automated Services computer Maximizer server that are initialized for the fax print service through Administrator e For email activities enter an Email subject You can click the ellipsis button to insert a merge field in the email subject e Enter the delayed start date which defines the number of days after the campaign template is launched that the activity occurs e Specify the start time which defines the time of day the activity occurs e Click Select Message Body File to access the list of saved templates body files 222 Maximizer CRM 11 User s Guide New email activities can include Maximizer documents ETF files or HTML files Fax and print activities can include Maximizer documents or Microsoft Word documents DOC file Message body templates are stored in the Address Book database so everyone can access them from the library e Choose your Logging options A note is created for the Address Book entries involved in the campaign if the campaign activity is successful or if the activity fails Modify Email Activity Ea General Email Addresses Attachments Landing Page URLs Name Email Promotion Introduction Description Introductory email message promoting seasonal offers Update the email template as required Email subject Escona Wines Promotion Delay start 0 days from C
475. rst name Shipping Address Last name Sales Quote Item Code Only Help 382 Maximizer CRM 11 User s Guide Catalogs Adding Catalogs You can use OrderDesk to create and edit online catalogs You perform all of your catalog tasks in the Product Catalog dialog box The following sections contain information on working with catalogs in OrderDesk e Adding Catalogs on page 382 e Adding Catalog Sections on page 382 e Adding Catalog Items on page 383 e Importing and Exporting Items in Catalogs on page 384 You can add any number of catalogs to the list of catalogs in the Product Catalog dialog box You can add catalogs from the OrderDesk window or the Address Book OrderDesk following window You can also modify and delete existing catalogs from the Product Catalog dialog box gt To add a catalog On the Edit tab select OrderDesk gt Product Catalog H click add In the Project Title field enter a name for the catalog 4 In the Description field enter a catalog description H click ox Adding Catalog Sections Once you ve created a catalog you can add sections to the catalog The catalog sections store the various items in the catalog You can add catalog sections from the OrderDesk window or the Address Book OrderDesk following window Once you ve added multiple catalog sections you can use the Up and Down buttons to organize the sections in the Catalog Sections list
476. rt modify and delete actions and supports MaxExchange transaction journalling Table 7 AMGR_Notes View Field Name Data Type Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Owner_Id String 11 Client_Id String 23 Contact_Number Integer 4 Len Foreign Table Ref AMGR Client Client_Id Contact_ Number AMGR_ Opportunity Opp_ Id Opp_Number Description and Rules This field actually contains the Creator_lId not the Owner_lId Client_Id Contact_Number or Opp_ Id Opp_Number of the record the Note is associated with Associated record must already exist Mandatory field Must provide Client_Id Contact_Number for insert Cannot update 496 Maximizer CRM 11 User s Guide Table 7 AMGR_Notes View Field Name Type Private DateCol TimeCol NewRecord Owned_By_lId Record_Id Note_Type Data Type Len Integer Integer DateTime DateTime Integer String Integer String 4 oe 20 Foreign Table Ref Description and Rules Can insert Can update Valid values 0 32 767 Standard Maximizer note types and Detail note types may be specified 0 Manual note 1 Mail out note 2 Outgoing call note 3 Timed note 4 Transfer note 5 Completed task or appointment 6 Scheduled task or appointment 7 Email sent note 8 Opportunity created or opportunity status changes 9 History note 10 Reassign task note 11 Reserved for future use 12
477. rt vCard qf Sales Lead Status Maximizer CRM Central All entries with territory unassigned B Contact List 2r Open Task dh Customer Service Status W Status Report Websites Favorite Searches Important Documents Macros Graphs Creating Custom Actions Groups You can create groups in the Custom Actions tab to perform personalized actions such as launching another application or performing a specific search that was saved in your search catalog gt To create a group in the Custom Actions tab On the Setup tab select Custom Actions from the Workspace group The Custom Actions dialog box opens Custom Actions pes Custom action groups Favorite Searches Important Documents Macros Graphs Delete A To create a new custom actions group click Add To add a button to an existing custom actions group select the existing group and click Properties The Customize Action Group Properties dialog box opens Chapter 13 329 Custom Action Group Properties Ea Name SEME OK Action buttons Cancel AX Move button left or right Addu Button properties Enter a name for the group and click Add to add a command to the group The Add Action Button dialog box opens 4 Under This new button will perform the following action select the main action and click Next Add Action Button Ea This new button will perform the following action Browse a website Open a docum
478. rticle When attaching the file you can browse to folders on your computer or network gt To add a document knowledge base article In the Knowledge Base window on the Home tab select Knowledge Base Article gt Document Format from the Create group or Right click and select Add Knowledge Bas Article gt Document Format 2 Browse to and select the file and click Open Specify details on the article including the Title Keywords Products Services and Categories 4 Click OK to save the article to the knowledge base Chapter 10 267 File Formats for Document Knowledge Base Articles Files of any format can be attached to the knowledge base as a document article However the content of only the following file formats can be searched Microsoft Word DOC Microsoft Excel XLS Microsoft PowerPoint PPT Text TXT HTML HTM or HTML Saving and Sending Knowledge Base Articles Any article can be saved or sent by email However due to a file naming convention an article title containing the following characters cannot be saved or sent by email 2 lt gt If you want to save or send the contents of an article that contain these characters in the file name or article title Maximizer automatically replaces them with underscores so the file can be saved or sent by email 268 Maximizer CRM 11 User s Guide CHAPTER Maximizer on the Web Use Maximizer Around the Globe In thi
479. rvice representative or a customer service manager though a manager can serve both roles Cases are assigned to representatives and escalated to managers when representatives are unable to resolve the cases Cases can be assigned and escalated as often as required When a case is assigned or escalated you can type a message to record why the case is assigned or escalated This message is then included in the logged note You can send email to the user who is now responsible for the case when you assign or escalate a case The email message is system generated and cannot be edited in Maximizer or Administrator The customer also can be notified by email when a case is assigned or escalated so the customer always knows who is handling the case although the owner of the case is the person who is ultimately responsible for the closure of a case If a Contact is associated with Chapter 10 253 the case the email message is sent to the Contact Otherwise the message is sent to the Company Individual gt 2 To assign or escalate a customer service case Select or open the customer service case Select the Assign or Escalate icon On the Edit tab select Assign Case or Escalate Case from the Process group The Assign Case or the Escalate Case dialog box opens In the Assign to or Escalate to drop down list select a Maximizer user To be listed in this dialog box and to access the Customer Service window users must be assi
480. s All Categories California Note Joe and Celine Work together to finish proposal for Atlas Food Michelle is available to phone if needed Until 4 30 PM Alarm Attendees and response Name Response 8 Michelle Torrance Atlas Food Inc amp Celine Dancer Notify other users cancel _ Adding Appointments Chapter 6 141 You can easily schedule an appointment with Address Book entries other users or yourself The Add Appointment dialog box gathers all the information for the appointment the date and time the description and who will be in attendance When scheduling appointments you can set an alarm in advance of the appointment mark yourself out of the Peg Board set the priority and send notifications to the selected users You can schedule appointments from the Address Book Opportunities Campaigns Customer Service or Calendar window If you add an appointment from one of the main windows the appointment is linked by default to the current entry If you add an appointment from the Calendar window it is by default created as a personal appointment gt To add an appointment In the Calendar window select a day and on the Home tab select Appointment from the Create group or In a main window select an entry and on the Home tab select Meeting from the Schedule group or In a main window open an entry and select Actions gt Schedule a Meeting or
481. s as well as personal Actions Plans not associated with any entries You can select a single entry or multiple entries You can choose any existing Action Plan template for the Action Plan gt To schedule an Action Plan for entries Select or open the entry or entries to associate with the Action Plan A In an open entry select Actions gt Schedule an Action Plan On the Home tab select Action Plan from the Schedule group Right click and select Schedule gt Action Plan or Schedule an Action Plan If necessary select how you want to use the current list You can schedule the Action Plan with only the current entry with all selected entries or with all entries in the current list If no entries are selected the Action Plan is automatically scheduled with the current entry Schedule Action Plan x Schedule Action Plan using rran Current entry only m Selected entries in the current list cancel All entries in the current list 4 From the Plan template drop down list select an existing Action Plan template Details of the selected template are displayed Optionally you can modify the plan name and description 5 In the Start plan on field specify the start date of the Action Plan You can click inside the field and then click the arrow button to choose a date from a pop up calendar g If necessary click Advanced to toggle between the advanced and simplified view of the dialog box I
482. s 232 in customer service cases 249 in opportunities 183 keyboard shortcuts 463 KIN files importing 352 knowledge base 261 in Partner Access 275 knowledge base articles 261 adding 265 exporting 428 435 file formats of 267 linking customer service cases to 256 viewing 262 Knowledge Base window 16 261 KnowledgeSync Workflow Automation 6 L landing page URL retrieving entries that have visited 239 tracking entries that visit 227 landing page URLs 223 232 languages changing for spell checker 445 lead times for alarms and reminders 139 leader of marketing team 212 leaders quotas for 200 Len function 72 list controls in dashboard indicators 345 538 Maximizer CRM 11 User s Guide lists keyboard shortcuts 465 local Address Books 19 locations in appointments 136 140 logging changes to territory status 46 email for Address Book entries 157 for Microsoft Word integration 122 for transfers 438 notes for global edits 90 phone calls 50 preferences 106 logs AddressBookName_log txt 416 AddressBookName_packlog txt 416 in MaxExchange Remote 415 troubleshooting 415 Lotus cc Mail 160 Lotus cc mail setting up 161 Lotus Mail 160 Lotus mail setting up 161 Lotus Notes 160 macros keyboard shortcuts 467 launching as custom actions 327 mail merge 120 mailing rules 92 mail out notes 106 mandatory fields 61 62 manual notes 106 MAPI Messaging Application Programming Interface 160 maps 49 in Wireless Access
483. s Guide Accessing Customer Service Cases You can access the Customer Service page in the following ways From the Wireless Access home page click Customer Service A From the navigation footer on the main pages click the Customer Service icon Navigation L Address Book E Customer Service Calendar Hotlist amp Company Library Dashboards Preferenc Searching for Cases To view customer service cases you can search by the case status and by the assigned user You can also retrieve a Favorite List For more information on Favorite Lists see Using Favorite Lists on page 316 gt To search for a case Open the Customer Service page A In the Status drop down list select the status of the case that you want to retrieve or select All Cases In the Assigned to drop down list select the Maximizer user that the case is assigned to or select the empty field to retrieve cases assigned to all users Viewing Cases The links in the View section work only if JavaScript is enabled on your device You can disable the View section in your Navigation Preferences If the View section is not visible select View gt Cases from the Actions drop down list Chapter 12 301 Wireless Access 4 Click Search The page displays all cases matching the search criteria Search Customer Service cases Status Resolved In Assigned To Joe Napo
484. s Regional Sales Manager LGARCIA Lucy Garcia Marketing Marketing Assistant bag MASTER Lou Jones T System Administra MBERTOLLI Mark Bertolli Sales Regional Sales Manager MCORELL Miranda Corell Marketing Marketing Manager WWHITE Wonda White Sales Sales Representative 6 Click OK to save the changes to the case monitoring list Customer Service Merge Fields the question mark in a merge field is used to alert users to not leave a space if no value is assigned to the related Address Book entry for the merge field Merge fields in the email template personalize the message for each recipient by replacing the merge field code with the actual field value for that Address Book entry For example including the First_Name merge field in an email template would replace that code with each email recipient s actual first name You can create templates in either ETF Maximizer Word Processor or HTML format When creating templates in the Maximizer Word Processor simply click the Merge Field button and select the merge field to insert into your email template However HTML templates are created in an HTML or text editor which does not contain the Maximizer merge field selection dialog box While you can manually type the merge field codes into your HTML document it s easier to first create the template in the Maximizer Word Processor and then copy the template including the merge field codes into an HTML template For
485. s chapter Maximizer on the Web on page 270 Maximizer Web Access on page 271 Partner Access on page 275 Customer Access on page 279 270 Maximizer CRM 11 User s Guide Maximizer on the Web For many organizations it s impractical to send an entire database to each remote machine the database may be too large there may be concerns about distributing valuable lead and customer information or there may be a concern about connection times and the amount of data being sent Maximizer s web access sites give remote users access to the central Maximizer database via the web Remote users can access and work with Address Book entries as they would in Maximizer at the office Remote users need only a web browser Maximizer user ID and password A travelling business person could step into a web caf or borrow someone s computer to quickly connect to the home office Address Book Once online it s easy to work with contact data check Hotlist tasks and calendar appointments customer service cases and opportunities The web access sites provide Maximizer database access to people who don t have Maximizer installed A company could have its distributor list in Maximizer and allow web access to that list so any other member of the channel with the proper password could go online and browse the distributor directory Maximizer on the Web has four components Maximizer Web Access Wireless Access P
486. s company or organization A aidia people associated with n Individual is a person ai a Company or Company not affiliated with any Individual You can company or organization attach notes user defined fields and Individual documents to Address Book entries Contacts User defined Documents The following sections contain information on working with Address Book entries e Address Book Window on page 33 e Choosing an Address Book List on page 34 e Viewing Address Book Entries on page 35 Address Book Window Chapter 3 33 Typically most of the activities on your Address Book entries are completed in the Address Book window Keep the following points in mind when working in the Address Book window Select the Address Book icon to open the Address Book window A Differentiate the types of entries with the icons representing Companies Individuals Contacts Company Sales Leads Individual Sales Leads and Contact Sales Leads Use the Columns drop down list to select a column setup and change the fields displayed in the window 4 Double click on an Address Book entry to open it 5 Use the tabbed following windows to view more information and attached entries for the current entry in the main window a ie 8 ad Maximizer CRM Escona Tutorial Address Book 25 Displayed 10 Companies 15 Contacts Home Edit View Search Tools Reports Setup 2 Hotlist
487. s in which to display your indicator The controls determine how information is displayed in the indicator You can select the following types of controls e Group indicators These controls display a number of values formatted as bar charts or pie charts Open Cases Lou Jones Matt Graham Celine Dancer Joe Napoli e List Control These controls format information in lists They can report information directly from Maximizer records or they can summarize information based on values from multiple entries Today s Activities Activity Subject Date Time Meeting 24 11 2009 3 30 PM Customer Service Meeting 24 11 2009 2 00 PM Phone representative about new deal 24 11 2009 11 00AM Book hotel for Santa Rosatrade show 24 11 2009 Phone to confirm reservation 24 11 2009 11 00 AM e Gauges These controls display a single numeric value for an indicator Open Opportunities eleend debe Gere aE El 346 Maximizer CRM 11 User s Guide Click Throughs for Indicators While setting up indicators you can specify a Click Through for the indicator Click Throughs link indicators to Maximizer records reports or other dashboards When you set up your Click Throughs you can choose the following options e No Click Through The dashboard indicator is not linked with any other information e Use the existing Click Through The indicator is link
488. s mandatory when creating the user defined fields in the Set Up User Defined Fields dialog box Mandatory fields are denoted with an asterisk displayed after the field type e System Fields These fields are created by default and are not user defined They cannot be deleted or modified though the values of some of these fields can be modified in Administrator Some fields in the User Defined Fields tab are system fields They are shown in bold black text e Key fields These user defined fields are displayed in an entry s Basic Information tab They are specified in the Key Fields preferences in Administrator Select File gt Preferences and select the Key Fields tab Chapter 4 63 Setting Up User Defined Fields User defined fields are usually set up by your system administrator using Administrator However any user may be assigned permission to create change or delete user defined fields in Maximizer User defined fields are created and modified in the Set Up User Defined Fields dialog box You can access this dialog box from the Setup tab The dialog box contains five tabs one for each category of user defined field The user defined field structure can also be multi tiered with multiple levels of user defined field folders each of which may contain other folders or user defined fields The folder structure may contain a maximum of three folder levels Set Up User Defined Fields es Address Book Opportunities
489. s the incoming four digit phone seven digit phone Address Book entry number 2314 number 732 2314 phone number match match 9 604 732 2314 No No 1 604 732 2314 No No 403 732 2314 No No 732 2314 No Yes 497 2314 No No 2314 Yes No 3514 No No 14 No No 442 Maximizer CRM 11 User s Guide Configuring Maximizer to Use TAPI Before you can configure Maximizer to use TAPI you must have a TAPI enabled telephone system and your computer s modem must be configured to use TAPI You can configure your modem for TAPI through the Windows Control Panel Control Panel gt Phone and Modem Options gt Advanced tab For more information refer to your TAPI system and Windows documentation gt To configure Maximizer to use TAPI On the Setup tab select Preferences A Select the Dialing tab Under Method select TAPI 4 Under TAPI click Properties 5 Fill in your location information and click OK to return to the Dialing Preferences g Click Device Device x Connect using this line and address EMRASPrPceLnes000 Address Address 0 pd OK Cancel From the Line drop down list select the TAPI device name and click OK El Select the Detect incoming calls option 9 If desired select the Enable exact number matching option and specify the number of phone number digits to match Envelopes Labels i Reports Fa Emai Outlook Synchronization PrintingtoHTML Diagno
490. sage A Use the toolbar to apply formatting to the content of the email message Select the Picture and Hyperlink icons to insert images and hyperlinks in your message 4 Select the View Source icon to view and edit the HTML source of the email message amp Campaign Message Editor ines html T A HA ip Verdana pE zu Rl a 5 Salutation First_Name Lajemllame Since 1995 Escona Estate Wines has produced some of the finest wines in Northern California For a limited time we are offering a select discount to promote our new line of fines wines for 2010 Please visit our website at www escona com Sincerely Joe Napoli Escona Estate Wines OK Cancel Campaign Merge Fields Although some of these merge fields can be used in ETF and TXT files they are best suited for HTML Chapter 9 227 The campaign merge fields are specific to automated campaigns These merge fields can be extremely useful for tracking customer information regarding resulting visits to your website and opened campaign email The easiest way to use merge fields in HTML is to create an email template using the Campaign Message Editor and to insert the merge fields into the content of the HTML file using the Insert Merge Field toolbar icon You can also add the syntax for the merge fields to files created with external HTML editors e Campaign_Opened_Email_Tracking_URL This merge field tracks the number of c
491. sages have the subject line ecBuilder Inquiry ecBuilder Order or a similar subject You may wish to save the MEC files in their own folder and double click the files to import the order inquiry information You can use the OrderDesk window to enter new orders capture payments for orders pre authorize payments for orders complete pre authorized payments for orders and refund payments for orders OrderDesk allows you to track the status of your inquiries and orders whether your customers have received a response or had their order fulfilled It lets you mark specific orders or inquiries as urgent ignore inquiries without deleting them and track shipping and payment status for your orders You can open online orders and inquiries in the OrderDesk window and send summaries of inquiries by email to the associated customers Address Book entry with an automatic reply You also can send a summary of the inquiry to one or more Maximizer users Credit Card Transaction Processing If you are using a third party transaction processing company the OrderDesk window acts as a desktop point of sale software solution that supports real time credit card transactions This includes pre authorization of credit card information pre authorization completion and or capture of funds and refunds that generate a credit on the customer s credit card account With the use of a transaction processing company funds from the consumer s cred
492. save a graph template to a catalog which you can retrieve at any time You can even add a custom button to your Maximizer toolbar that instantly creates a graph from one of your saved templates The Chart wizard walks you through the steps of creating a graph or chart You can then edit the final product to make it look attractive The following sections contain additional information on graphing and charting in Maximizer e Creating Graphs on page 363 e Selecting Fields and Values for Your Graphs on page 364 e Defining the Appearance of Graphs on page 366 e Title and Footnote Merge Fields on page 367 e Customizing your Graphs on page 368 Chapter 14 363 e Using Graphs in Other Applications on page 369 e Saving Graph Settings on page 370 Creating Graphs You can create graphs using information from your Address Book entries and opportunities gt To create a graph In the Address Book or Opportunities window create a entries to graph A On the Tools tab select Graphing from the Other group Choose the fields and values you are graphing For example you could graph Address Book entries by the City Town or State County Province field Defining the values lets you narrow the range or selection of values to graph Select Field and Values for Graph x Field Field values Values to be graphed for Type of Account a Afghanistan A Anniversary of Business a
493. save a packet to disk e Select File gt Save to Disk The Save to Disk menu item in the File menu should now have a check mark next to it All subsequent data packets are saved to disk instead of being transmitted by email Once the data packets have been saved to disk you must send the disks to the MASTER user at the server location Importing a Server Packet There may be times when you receive data packets from the MaxExchange server that were saved to disk or a hard drive directory folder gt To import a server packet Insert the appropriate disk containing the server data packet in your disk drive A Select File gt Import Packet Specify the location and file name of the server data packet 4 Click Open Lookin S Tmsp g E fa El File name ED100001 HDR Open Files of type Header Fies El eres The data packet is copied to a processing queue and will be applied to the central Address Book during the next processing of data packets Chapter 16 403 MaxExchange Remote Setting MaxExchange Preferences The following sections describe how to set and view preferences and properties in MaxExchange Setting Timing Preferences Setting Timing Preferences on page 403 Viewing Synchronized Address Book Properties on page 405 Viewing Distribution Preferences on page 405 Timing Preferences in the Edit menu schedules updates for all transport except dial up email This includes FTP Netw
494. save the backup file to a different location click Browse Select a folder and click OK The location is displayed in the Backup Location field 5 If necessary specify the number of previous backups to retain This step is necessary in the following cases e You are backing up a local database on a workstation e You are backing up a global or local database on a server machine 6 Click OK to begin backing up When the Quick Backup is complete a message box confirms that the backup was successful The backup file name and location are displayed Maximizer CRM 11 User s Guide Click OK Backing Up the Dictionary and Holiday Files Holiday files are created in Holiday Editor in Administrator The holidays listed in the Holiday Editor appear in the Calendar in Maximizer You can use Administrator to modify or delete existing holidays or add new holidays By default the Maximizer program folder is C Program Files Maximizer If Maximizer was installed in a different folder then change the path accordingly The Maximizer dictionary and holiday files are not backed up as part of the Address Book backup procedures Therefore if you have customized the dictionary or holidays you need to back up those files separately especially before upgrading or re installing Maximizer To back up the dictionary and holiday files copy them from the following location and paste them to another location prefera
495. se pointer over it Set the icon size to Small or Large 4 Set the location of the icon bar e The Floating option allows you to place the icon bar anywhere inside the Maximizer window e The Docked at left and Docked at right options place the icon bar on the left or right side of the Maximizer window 5 In the Set button order area select the icons you want to be displayed Use the Move Up and Move Down buttons to position the icons 6 In the Recent entries list area set the number of entries to be displayed To hide the section clear the Show Recent Entries list option 326 Maximizer CRM 11 User s Guide Click OK Icon Bar Properties Ea General Icon size L x J 7 Visible Small J Display tooltips Large Cancel Location Floating Docked at left Docked at right Set button order My Work Day Move Up 7 Opportunities _ Y Quotas a i Customer Service Move Down V Knowledge Base V Campaigns Address Book Hotist VCalendar V Email V Company Library V Personal OrderDesk Recent entries list Number of entries tobe displayed 5 V Show Recent Entries list Customizing the Quick Access Toolbar The Quick Access toolbar is located directly above or below the ribbon You can click the arrow button next to the toolbar to add or remove the default commands on the toolbar You can also add any other command from the ribbon from sub menus or from the icon bar to the Q
496. seeeeeeeeeeeeneeeeeeees 181 Adding Opportunities cccccccececessceeeseeeeeseeeeeseaeeeesaeeeseeeeeseneesseneessenees 183 Sales TeaM Ser ea aadA te hues eth os ean ae teeta ved ates E RAEES 185 Sales Team Members ccesceeeceeeeeeeseeeseeceaeeeaceeseeeeseeeeeesseeeeseeeeeeteaes 185 Strategies 2 8 sire a abo ene aS ea ot Ne ES 186 Strategy COMPONENHS ccecececceeeeeeseeceseseeeseseeeeeseseneseeeeessceenseeneneses 186 Strategy LIDRALY aT A E 188 Chapter 9 Scheduling Strategies for Opportunities ccccesceseeseesteesseeesees 189 Progress Indicator anieri ea onr idia R raaa aaa Dina areae ilaia 192 MUulti CUrre ny ccsssc cats licciesceatsscaccensscigvechiassecuevectedeidesvessibevestevesacacevsbeuses 193 Adding Currencies to the Currency Library ccsccessseeesesteeseeees 193 Email Notification for Opportunities c cccscceesecsssesseecsseeessesseeeeseeesnees 195 Selecting Users for Opportunity Monitoring ccceccceceeeeeeeee 195 Opportunity Pipeline Report ccecccccssceceseeeeeseeeeeseeeeeeeeeeeeseeessneeeseaees 197 QUOTAS oi Steevie a ea A a a a tied a Med taka c a a ar aA 198 Quotas WINdOW S minera nA INO A ENIR 198 Creating Quota Templates ccccscccsseceeseceeeseeeeeesneeeessaeesseneesenneeess 199 Applying QUOTAS oaeen iis evelee i ea iaae adiar adaini a in 200 Campaigns araia naeia reaa d siidrid eani ai dakau iai 201 About Campalgnss 8 Acinic eevee eee te
497. seeeeees 242 Resuming Automated Campaigns cccccsccesesceeeseeeesteeeesseessenees 243 Testing Automated Campaigns cccsesccceeeeeeseneeeeeseeeeeeeeeeeseeeesieeeees 243 Customer Service 2 scccceeeeeeeeeeeeeeeeeeeeseeeeeeeeeeseeeeaneeeeneaeeee Customer Service Cases eee Customer Service Window Viewing Customer Service Cases Adding Customer Service Cases cccsseeseseeeeees Adding Customer Service Cases from Email 006 Status of Customer Service Cases c ccecceeceeceeeeeeeeseeeeeeeeeeeeees Assigning and Escalating Customer Service Cases Case Hotlist Tasks cvscnei scenic Wait dens Resolving Customer Service Cases cccsccccesceeeeeeeeeseeeesseeeesensessenees Recording Case SOlUtiONS cc cccsssccceeeeeeeeneeeeeseeeseneeeseaeesseeeeesneeess Email Notification for Customer Service Cases cescccceeteeeeeteeseeeeeeees Selecting Users for Case MONitoring ccssccsccssseeseeeseecsseesseessneeens Customer Service Merge Fields ccsscccsesceeesseeeeseeeeessneeesseeeees KnOWIlERGe Base i cccscce cece scecs fiecheecaavesedivesas A ieee Seinaavenese Knowledge Base WiINdOW cc scceseteeeeeees Viewing Knowledge Base Articles Searching for Knowledge Base Articles Status of Knowledge Base Articles c cccscccscesssessseeessesseesseeeseesees Adding Articles to the Knowledge Base ccccscccseseeeesseecseneees
498. select Preferences To remove an entry from the Entries assigned for Email Save list select the entry and click Remove 4 If necessary select other Address Book entries to save the email message to e Search for the entries by Company or Last Name and click Search Chapter 7 171 e Select the entries from the Entries available for assignment from search results list and click Assign E click ox Viewing Address Book Entries from Microsoft Outlook You can automatically open Maximizer to view Address Book entries from Microsoft Outlook You can view Address Book entries associated with Outlook contacts or with email messages Which Maximizer Address Book entry is associated with the Outlook contact depends on how the association was created If you are using Outlook Synchronization and the Outlook contact is synchronized with Maximizer the View Contact in Maximizer button takes you to the synchronized Address Book entry If the Maximizer Address Book entry was created from Outlook using the Save Sender as Contact in Maximizer button the View Contact in Maximizer button takes you to the Maximizer Address Book entry that was created previously Otherwise Outlook Integration uses email addresses to associate Outlook contacts with Maximizer Address Book entries so if more than one Maximizer Address Book entry has the same email address as the selected contact all matching Address Book entries are highlighted in Maximizer
499. service Unique identification value of the Action Plan as defined in AMGR_ ActionPlanTemplate Sequential number of the activity in the plan Determines if a Hotlist task is scheduled or timeless 0 Scheduled 1 Timeless The AMGR_Resources table lists the users display names e g Joe Napoli locations e g Staff Room and resources e g Projector available in the Appointments dialog box Table 6 AMGR_Resources Table Field Name Data Type Record_Id Integer Data_Machine_ld Numeric Sequence_Number Numeric Record_Type Integer Len A O oO A Foreign Table Ref Description and Rules Resource_Id s type 1 User display name 2 Location 3 Resource Table 6 AMGR_ Resources Table Field Name Data Type Len Resource_ld String 12 Creator_lId String 11 Create_Date DateTime 8 Name String 80 AMGR_Notes View Appendix B 495 Crystal Reports Database Views Tables Reference Foreign Table Ref ADMN_User_ Details User_Id Description and Rules Depends on Record_Type e If Record_Type 1 User then Resouce_Id User_ld e If Record Type 2 Location or 3 Resource then Resource_ld is the unique ID of the location or resource Friendly name of the user or resource e g Joe Napoli Staff Room Projector Mandatory field Unique Name The AMGR_Notes View includes history and notes for Address Book entries opportunities campaigns etc Note This view supports inse
500. ses csccesscsssscssecsssecseeesseesseeceseeseeeseaessaeesseessaeesaeess 300 VIEWING Cases a a tA Med tive hed aaa a aaa aaa a aa aata 301 Adding NEW CASES 3 cccssccisseccicceveusisaavevstecusdevessiciveetaces daa i iaaa 302 Assigning Escalating and Resolving Cases ccsccsssceeeseeeeeseees 303 Accessing User Defined Fields cccccccsccsscecscessseeeseessseseeeeseesseeeseeeenees 305 Accessing Notes di fes orca scat rigedussedutca A Soni aa fact tenes TA A tegen fae tage 306 Adding Notes iain aiiin eai iaae aiaa aa ia iaaa 307 Accessing DOCUMENIS aea e e a pai taaan aaraa a Aaa aa aaa aaaea 308 Accessing Calendar Appointments and Hotlist Tasks c scccesseeeeees 309 Viewing the Calendar c cccssscecssseeeeeeeeeeeeeessneeeseeeesseeeesseeeenees 309 Viewing Appointments and TaskS cccccccssseeeseeeeeeeeeeeeseeeeeeneeeeeees 310 Adding Appointments and Tasks cccssececeeeeeeeeeeeeseeeeesseeeseaees 311 Accessing the Company Library ccccsscccssseeeeeeeeeeseeeeeseeeeeeseeeessneeeeeas 313 Searching for Documents in the Company Library cscceseeees 314 Sending Company Library Documents to Address Book Entries 315 Using Favorite Lists 2x tec ec ennaa eA a tae a aA ataa eiaa tE Viewing Dashboards cccccccccessceeeeeeeeecaeeeeeaeeceeeeesecaeessaneesssneeseeeeeaes Setting Wireless Access Preferences Creating Shortcuts to Wireless Access Sites ccc
501. setup is automatically displayed whenever the saved search or Favorite List is retrieved The following sections contain additional information on column setups e Creating Column Setups on page 98 e Retrieving Column Setups on page 100 Creating Column Setups You can create custom column setups displaying any of the basic or user defined fields in your list of entries You can create column setups for the Address Book Opportunities Campaigns Customer Service and Hotlist windows gt To create a column setup On the Setup tab select Column Setup from the Display group On the View bar click the Column Setup icon The Column Setup dialog box opens Chapter 4 99 Column Setup a Defined views Default Address iew r Default Contact View Default Related Entries View Address Information Properties Advertising Response View Basic Information Save as Leads Summary Partners Assigned Delete Partners Summary Territory Account Manager Use Now H click add The Defined View Properties dialog box opens In the Details of View area specify the basic properties of the column setup e Enter a Name for the column setup e Specify the access rights in the Full Access and Read Access drop down lists If you leave Public selected all users can modify or retrieve the column setup If you select a group or user only members of that group or t
502. ss Book You must supply this information when you set up the shortcuts A Click Download the shortcut creation application The Wireless Access Shortcuts application is installed on your BlackBerry device Adding Shortcuts to Wireless Access Sites You can add shortcuts to Address Books on Wireless Access sites from the Wireless Access Shortcuts application installed on your BlackBerry device While setting up shortcuts you must supply the URL of the Wireless Access site and the database name of the Address Book You can view this information for the current Address Book while installing the Wireless Access shortcut application from the Wireless Access home page gt To add a shortcut to a Wireless Access site On your BlackBerry device select the Wireless Access Shortcuts icon The Wireless Access Shortcuts application opens A Click the Menu key and select Add 320 Maximizer CRM 11 User s Guide In the Display Name field enter a name for the shortcut 4 Enter the URL of the site and the database name of the Address Book 5 Enter your user ID and password 6 Click the Menu key and select Save Wireless Access Site Settings Display name Escona Wireless Access URL http server Maximizerhirel Database name Escona Tutorial w User ID jnapoli Password eS Opening Wireless Access Sites from Shortcuts After setting up the shortcuts you can quickly open an Address Book in Wireless Acce
503. ss from the shortcut program on your BlackBerry device gt To open a Wireless Access site from a shortcut On your BlackBerry device select the Wireless Access Shortcuts icon The Wireless Access Shortcuts application opens A Select a shortcut The selected Wireless Access site opens directly to the home page Wireless Access Shortcuts Escona Wireless Access A http server MaximizerWireless Financial http http server2 MaximizerWireless CHAPTER Customizing Maximizer Customize Maximizer to suit your needs In this chapter Preferences on page 322 Customizing the Interface on page 324 Custom Actions on page 327 Web Inquiry Forms for Websites on page 332 Income and Expenses on page 335 322 Maximizer CRM 11 User s Guide Preferences You can personalize how Maximizer works for you Maximizer provides you with various settings that give a great deal of flexibility in how you work in other words Maximizer adapts to the way you want to work gt To set your Maximizer preferences On the Setup tab select Preferences The Preferences dialog box opens A Select the tab for the settings you want to edit Select System Defaults to specify default settings and Microsoft Outlook integration options Select Logging to specify how notes are logged for various actions Select Format to specify date and address formats Select Calendar Hotlist to sp
504. steeeseneees Adding Standard Knowledge Base Articles ccscccceseeesereeeees Adding Document Knowledge Base Articles ccccccceceeeeereeeees File Formats for Document Knowledge Base Articles Saving and Sending Knowledge Base Articles cccsccesseeeeees Maximizer on the Web j c cssseceeeeeeeeeeeeeeeeeeeeeeeaeeeeeneenenees Maximizer On the WeD ccccccseseeseeeceseeeeseaeeeeneeeescaeeeesaeesseeeeeseeeseees Maximizer Web ACCESS ccccscceessceceeeeeessceeeecneeseeeeeeseaeessaneesseaeeesseeeeaes Configuring Browsers for Maximizer Web ACCESS cssceseeeeeees Navigation TIPS iiien ses nea eien aaae a eidean au Eaa Maximizer Web Access Interface cccscccescssesseessecssessseessseesseessees Pare AGCOSS a ea ara a aaa a ee a ra aa o SNEAK E Na NESE Viewing and Modifying Address Book Entries ccscccsccstesseesees Working with Opportunities Notes and Documents Working with Customer Service Cases ccccccessseeeseseeeesteeeeseneees Customer Access icc 2 5 202 ss fede eee ee Ne iin eee Wireless ACCe SS iiic iecicictecsc sivas iecsinicccseccesedccetdcccstevedencesinedeces 281 Wireless ACCESS iii cce c ccctensadhvagcauedebecides codeeadenenstdeiadeaagesdsaescedessijdecasaessadends 282 Compatible Devices and Browsers c scccsseeeeeseeeeesteeeeseeeeeeteeeeees 282 Logging In to Wireless Access Navigating Pages Accessing Address Book Entri s
505. stic Overview Page System Defaults Logging Format Calendar Hotlst Dialing Transfer p Method TAPI C None z z Properties Device K C Modem TAPI I Enable exact number matching Match of digits 7 r Long distance settings p Modem strings Dialing Local are Hang up ATHO aren Current are Init string 1 ae SCS S Pulse Long distance prefix I Init string 2 p Phone number prefix and suffix ings refixi None z Active suffix None z Pimeys Cd Atematepre EENI Primary suffix Parity None v Alternate suffix Stop bits 1 x Active MO ctick OK to close the Preferences dialog box Chapter 17 443 444 Maximizer CRM 11 User s Guide Updating Maximizer with Live Update The updates download folder path is specified in the Preferences tab of Live Update Manager Live Update options iare accessible through the Live Update button on the System Options preferences in Administrator Select File gt Preferences The Maximizer Live Update Service is installed automatically with Maximizer CRM server and workstation It enables users to download updates such as hot fixes and service releases and you can configure Live Update to provide automatic notification of available updates The Live Update Wizard on Maximizer workstations connects to your Live Update Server and downloads any available updates After downloading the
506. strategy is 4294967295 OxFFFFFFFF no strategy is assigned to the Opportunity Team_ld of Sales team assigned to this Opportunity or 65535 OxFFFF if assigned to a single user Team_ Id must already exist in EXCH_Sites table Mandatory field Status of the Opportunity 0 New 1 In progress 2 In progress new 3 Won 4 Lost 5 Abandoned 6 Suspended Name of Company Individual that is associated with the Opportunity Sales Objective for the Opportunity Reason why the opportunity was won lost abandoned or suspended Only the Opportunity Leader user can modify this field 0 Opportunity still in progress Percentage probability of closing the opportunity Based on an internal calculation formula Valid values 0 100 Only the Opportunity Leader user can modify this field May be updated automatically by selecting Update Opportunity in Opportunities window Running total of the costs associated with activities for the opportunity 506 User s Guide Table 11 Field Name Forecast_Revenue Start_Date Estimated_Close_ Date Close _Date Last_Modify_Date Actual_Revenue Record_Id Creator_lId Create_Date Suspend_Date Maximizer CRM 11 Data Type Float DateTime DateTime DateTime DateTime Float Integer String DateTime DateTime Len Foreign Table Ref 8 11 AMGR_Opportunity View Opp_Type 0 Opportunity Description and Rules
507. synchronization entries Details of the selected list Number of visible entries 12 Description All leads belonging to Joe Napoli Viewing Favorite Lists for Entries You can view a list of the Favorite Lists to which the current Address Book entry opportunity or customer service case belongs gt To view a list of Favorite Lists for an entry Open the entry FA Select Favorite List gt View Favorite Lists The View Favorite Lists dialog box opens listing all the Favorite Lists that the current entry belongs to 98 Maximizer CRM 11 User s Guide Column Setups Maximizer provides a selection of column setups you can use for the Address Book Opportunities Campaigns Customer Service and Hotlist windows You can also create your own column setups to display different fields in various combinations Column setups contain basic and user defined fields specific for the type of entry displayed in the window You can specify the fields displayed in each column of the window as well as the width and heading of the columns In the Opportunities or Customer Service window column setups can contain fields for Address Book entries as well as for opportunities or cases Columns with Address Book entry fields display values for the Company or Individual associated with the entry After creating a column setup you can associate it with a saved search in the search catalog or with a Favorite List The column
508. t ccccccccessscceseeeeesseeeeeeneeeseneesseneeeseneeeeeneeess Calendar and Hotlist Preferences cccccccsccsecssscesesescessseesesseeeeseeesseeeaees 143 Maximizer CRM 11 User s Guide Chapter 7 Chapter 8 Action PLANS ous ses stich nro oaaae idee Ti aaae ae aae Teien iaaio 144 Creating Action Plan Templates cceecceeseeseeeeeeeeeeeeeeeeeaeeteeeenaeeeae 144 Scheduling Action Plans ccccscccessececeeeceeeeeeeescaeeeseeeeseeeeessaeessaees 146 Viewing Activities for ENtries c cccccscccssessssessecssessseessneesseessressseesseeesats 148 POG BO ali AA 149 NONI NGIOGK 25 seca Set se ect cae tae Wh tee dee Suara EE yd vette 150 Etta i sestssads csues raacecaasacseacueaazuc sages A E E EE Email e cth ce acti ee eee ee iy aide tanned er N Email WindOW 38 caus Sele ein ha winded Sending Email cccccsccceeeeeseeeeeeeeeeeeeeeees Sending Email to Address Book Entries Send EMail OPTIONS ciers iirin aaraa saaa eaa ae aaa aana Email Tempa eS a aaae E aaa a E aAA AEAN RE Creating Appointments and Tasks from Email Setting ME E a EAE E T AE Supported Email Clients cccccccssscceeeeceeeeeeeseaeeeeseeesseeessneeessaees Setting Up Novell GroupWise and Lotus cc Mail Mail Setting Up Microsoft Outlook ccccececssessesseeesseesseeeseeesteessseeseeees Microsoft Outlook Integration ccccccescssessseeeseesseesseeesseeesseesteesseeesaees Setting Up Microsoft Outlook Inte
509. t Chapter 12 289 Wireless Access Phoning Address Book Entries You can phone Address Book entries from the list of entries after performing searches or retrieving Favorite Lists or from open entries gt To phone an Address Book entry Q entries phone numbers are e Ina list of entries click on the phone number next to the entry displayed only if the column setup includes a phone or number field Your administrator can specify the In an open entry click on the phone number that you want to column setup used in Wireless ra hata call You can choose any phone number that s specified for the entry Found 3 records Actions F Gol amp Dolton James 4 Contact Information escona maximizer com Full Name Dolton James amp Johnson Ed a pola Manager company ABC Win 684 escona maximizer com Main Fax 604 601 880 Mobile Main amp Torres Martha 624 6 escona maxi f 1 SI FSI Fe j Department CARTELA pirihi I 123 Main Street Drawing Maps You can quickly draw a map showing the location of an Address Book entry or of the Address Book entry associated with an opportunity or customer service case gt To draw a map of an Address Book entry Open an Address Book entry opportunity or customer service case A From the Actions drop down list select Draw a Map and click Go Choose an online map site and click Go The map to the
510. t In Maximizer CRM 11 Click the Maximizer button and select Import Export Transfer Then under Export select Knowledge Base Articles Click the Maximizer button and select Import Export Transfer Then under Transfer select Address Book Entries Click the Maximizer button and select Import Export Transfer Then under Transfer select Column Setups Click the Maximizer button and select Import Export Transfer Then under Transfer select Document Templates Click the Maximizer button and select Import Export Transfer Then under Transfer select User Defined Fields Click the Maximizer button and select Import Export Transfer Then under Transfer select Macros Click the Maximizer button and select Import Export Transfer Then under Transfer select Drop Down Tables Click the Maximizer button and select Import Export Transfer Then under Transfer select Strategies On the Setup tab select Document Administration gt Convert Embedded Documents from the File Management group On the Setup tab select Document Administration gt Move Linked Documents from the File Management group Click the Maximizer button and select Exit Edit Menu Appendix A 453 Maximizer CRM 11 Ribbon Interface You can access most commands from the Edit menu in Maximizer CRM 10 5 on the Edit tab in Maximizer CRM 11 You can also access commands on the Home and Setup tabs Maximizer CRM Escona Tutorial
511. t Advanced tab For more information refer to your TAPI system and Windows documentation e Maximizer must be configured for TAPI The following sections contain information on using TAPI with Maximizer e Requirements for Caller ID on page 439 e Phone Number Matching with TAPI on page 440 e Configuring Maximizer to Use TAPI on page 442 Requirements for Caller ID Specific requirements are essential to implement caller ID detection e Caller ID service from the local telephone company e TAPI compliant hardware that is Caller ID capable e A TSPI component such as an INF file driver for your Caller ID enabled TAPI hardware e g UniModemvV e Microsoft TAPI software components Even if you meet these requirements caller ID may not operate properly especially if your local telephone company uses a different standard for caller ID than your TAPI driver Call your local phone company to obtain more information regarding your caller ID standard and compare it to the standard used by the TAPI driver Reasons Why Caller ID May Not Work If you use a TAPI enabled modem as opposed to a PBX H 323 or other TAPI hardware and your telephone company provide MESG format caller ID information rather than SDM another common format caller ID call detection is unlikely to work 440 Maximizer CRM 11 User s Guide Microsoft s UniModemvV TAPI driver and MODEM INF file provided with most TAPI modems do not
512. t Displays the same information you see displayed in a controlling window such as names and addresses or opportunity information Detailed Report Includes mailing address information appointments Hotlist tasks user defined fields Contacts document summaries and notes for an Address Book entry or opportunity A detailed report for a customer service case includes mailing address information user defined fields Contacts document summaries and notes User Defined Field Report Lists the user defined fields attached to each of your Address Book entries Executive Report Generates a highly detailed HTML based report on all of your opportunities Forecast Analysis Provides a summary of the probability of a successful close the potential sales revenue and the weighted amount associated with each active opportunity in the opportunity file Sales Alert Report Provides a summary of the opportunities that are behind schedule Analysis Reports Detail Lists the opportunities by status with a revenue total Analysis Reports Summary Reports the number of opportunities by status with total revenue Activities Lists the notes Hotlist tasks and appointments created or completed by Maximizer users in a specific date range 360 Maximizer CRM 11 User s Guide Exporting Entries to Microsoft Excel Maximizer enables you to quickly and easily export selected entries from a Maximizer window to a Microsoft Excel spreads
513. t Address Book access select the target Address Book Transfer ES Transfer method Coa Direct Address Book access Cancel C Email Direct Address Book access Available target Address Books Commercial Real Estate Escona Tutorial Location of target Address Book E click ox The Login dialog box opens 5 Type your user ID and password to log in to the target Address Book and click OK The Transfer Address Book Entries dialog box opens 6 Select the transfer options 438 Maximizer CRM 11 User s Guide For example you can choose to include or not include user defined fields documents notes appointments Hotlist tasks orders and simple opportunities not using a strategy You can also click Advanced to set the advanced options click the Advanced button Enter a note to be logged for each Address Book entry affected by the transfer if necessary 8 Click OK to begin Transfer Address Book Entries a Transfer options I Indude user defined fields I Indude documents M Indude notes Indude appointments Advanced IV Indude hotlist tasks r 7 Indude opportunities not using a strategy Cancel Source Address Book log options Message to log to notes Target Address Book log options I Log transfer results to notes When Maximizer finishes the Transfer Summary displays the results of the transfer If you are sending the data
514. t Lists from the Favorite Lists group and select a Favorite List that you have recently accessed A Select the Favorite List and click Retrieve Adding and Removing Entries in Favorite Lists You can add and remove entries from existing Favorite Lists at any time You can select entries in the current list to add to or remove from the Favorite List or you can add or remove an open entry gt To add or remove entries in a Favorite List In the Address Book Opportunities or Customer Service window select the entries to add to or remove from the Favorite List Open an entry to add to or remove from the Favorite List A On the View tab select Add to List or Remove from List from the Favorite Lists group In an open entry select Favorite List gt Add to Favorite List or Remove from Favorite List Chapter 4 97 The Add to Favorite List or Remove from Favorite List dialog box opens Select the Favorite List and specify the details as to what entries you are adding or removing For example to add or remove only the selected entries in the current Address Book list select Selected Entries 4 Click OK to save the changes to the Favorite List Add to Favorite List Add to Favorite List z selected entries o Current entry Cancel Allentries Available Favorite Lists All Entries in Escona All entries in WA All leads All non4eads in California iMaxMobile synchronization entries Outlook
515. t One email to send one email message to all the selected entries at once e Select the Save copy to entry s documents option to save the message as a document for the entry e Select the Log to notes and Include message body options to save the message to the note created Email Templates Chapter 7 157 These options are unavailable if logging is disabled for email in your logging preferences On the Setup tab select Preferences and select the Logging tab e Click the Logging Details button and then the Assign More button to log the email details to additional Address Book entries Send Email Email address options Send email options Recipient type To whom in your current list Should the message be sent to do you want to address this each entry separately or as one G To email message message with multiple recipients a Coe Allentries One email message C Bec Donotuse the list I Save copy to entry s documents E Log to notes IV Include message body in note Logging Details You can create email templates that you can reuse to send to many Address Book entries at different times An email template can include merge fields that are populated with information from the selected Address Book entries or from the Address Book entries associated with the selected opportunities or customer service cases when email messages are sent using the template You can create email templates fr
516. t Windows Explorer or another file management tool Creating Documents Chapter 5 117 You can open the Maximizer Word Processor and create documents at any time while working with Maximizer You can base the documents on existing templates or you can start from a blank document The document is attached to the currently selected Address Book entry gt To create a document In Maximizer select the entry that the document is associated with A On the Home tab select Document from the Write group Select the template to base the document on and click OK Create New Document Pana Document details Name untitled Owner Public Category gt Le La Create as this type of file C Template Document for Use this template as the basis for new file Fax Form Fax Memo Invoice E Letter Memo No Template Purchase Order Description Spelling OK Cancel 4 In the Maximizer Word Processor modify the document as required 5 Select File gt Save 118 Maximizer CRM 11 User s Guide Merge Fields Ensure the start and end of the merge field reside on a single line The start of a merge field is denoted by the left brace character and the end of a merge field is denoted by the right brace character 6 Specify the properties of the document and click OK Save As Ca E Document details Name Owne
517. t to choose the number of entries displayed on a page and to navigate from page to page Click on a page number to move to a different page The arrow buttons take you to the next and previous pages as well as to the first and last page The ellipsis buttons take you to the next and previous 10 pages Maximizer CRM 11 User s Guide 274 Hover your mouse over the links in the left navigation pane to access additional commands in pop ups including the following Recent Entries to select an Address Book entry that you recently accessed User Information to view phone lists and status of other Maximizer users Links to access external links Administration to access administrative tasks X Google ER My Work Day Ey Acres Book m e3 Quotas 5 compains a Customer Service E Knowledge Base Hotlist Opportunities EE Calendar B Email Company Library g Reporter Recent Entries l User information a Links E Qi Administration Edt v E 2 v Actions Repot v Default Address Book View Company Individual Contact x ID Aggassi Cold Beer amp Wine Store 604 601 8000 escona maximizer com Alice Spring IB Albert s Steak House 604 601 8000 escona maximizer com Albuquerque IO All The Best Spirits 604 601 8000 escona maximizer com Riverside E Amelia Liquors South 604 601 8000 escona
518. te or Remote Synchronization Server is installed See the Remote and Remote Server definitions for more information DRB Table A file table that is used by MaxExchange to track the distribution list of Address Book entries and opportunities for each distribution site This list is created based on the Distribution Group Chapter 16 391 MaxExchange Remote value associated with an Address Book entry for the MaxExchange Distribution field Remote A computer where a MaxExchange Remote is installed and on which a partial or complete image of the central Address Book is stored Remotes are set up and maintained by the MASTER user or a user with Maximizer Administrator privileges using the MaxExchange Site Manager program Typically several distribution sites belong to a distribution group These distribution groups are associated with Address Book entries You assign default distribution groups to Address Book entries based on the creator of the entry each user can be assigned a set of distribution groups and when the user creates an entry the default distribution groups are automatically assigned User setup for distribution groups is done in the Access Rights tab of user properties in Administrator File gt Users or Maximizer in the Setup tab select Manage Users from the User Management group Remote Server A distribution site that also acts as a MaxExchange server for other distributions sites in an n tier configuration Th
519. te sales opportunities and leads and to keep all involved parties informed about the latest news and customer service issues Customer Access is similar to Partner Access It s a browser based application providing a two way flow of information between your organization and its customers Customers have access to news events and customer service issues Wireless Access provides access to Maximizer through any wireless Internet enabled device Chapter 1 9 Welcome to Maximizer Maximizer CRM Editions There are two Maximizer CRM Editions e Maximizer CRM Group Edition e Maximizer CRM Enterprise Edition The availability of some functionality varies depending on the edition you are running Functionality Module Group Enterprise Territory Management Sales M Sales Quotas Sales M Fax Print Campaigns Marketing M Web Reporting Business Intelligence M Workflow Events N A M Dashboards N A M M Enable Disable Security Security M Advanced Security Sales M Global Local option N A M See footnote 4 Web access sites N A M M Microsoft SQL Server Analytics N A M Microsoft SQL Server Reporting N A M a Setin Administrator Select File gt Preferences gt System Options If security is disabled you cannot set the following options Read Access Full Access and Creator b This option lets users select multiple users and groups for Full Access and Read Access in Address Book entries c This option gives you access to Global and Local
520. te status Inactive gt Currency US Dollar x usp Convert to an Order Extended Promo_ Options Unit Price Add Modify Remove Subtotal o Additional information Se Discount ce Taxes Comment v Total amount SD 00 Loc ca If required adjust the currency 4 Under Quote status specify the date and the status of the quote H click add The Add Modify Item dialog box opens Add Modify Item Item details ltem code Promo No xl item name Unit Get Item Info From Catalog m Quantity and pricing for this order quote inquiry Quantity 0 00 Unit price 0 00 Options Name Value Add Modif g Fill in item details or click Get Info from Catalog to get this information from an existing catalog e The Item name Quantity and Unit price fields are mandatory fields Chapter 15 377 e Click Add in the Options section to add information about an item such as product color When you finish entering the item information click OK to return to the Quote dialog box The item is now displayed in the item list E Optionally add information and comments in the text boxes that are provided Applying Discounts to Sales Quotes You can apply discounts to any existing sales quotes or to new sales quotes while you are creating them You can apply discounts to any specific items in the quotes gt To apply a discount to a quote Open the quote
521. team member as a Hotlist task As the team members mark activities as complete Maximizer updates the status of the campaign accordingly The Traditional Campaign Template Library requires you to define activities separately from steps This allows you to use an activity in several different steps When you assign activities to a step you simply select them from the list of available activities 208 Maximizer CRM 11 User s Guide Roles in Traditional Campaigns The next step in developing your campaign template is to determine the key roles positions assumed by key people that will directly influence the outcome of a marketing campaign When you are defining a traditional campaign template you don t necessarily know who will fill these roles for each campaign If you can define generic roles for your campaign templates for instance Printer or Graphic Artist you can later use people s names for those generic roles for individual campaigns Example of a Traditional Campaign The following is an example of a campaign template for placing an ad in a magazine Ad for Magazine Cost 17 700 00 Duration 2 47 week s Objective To create new ad for a trade publication Steps Develop new advertising campaign Cost 4 500 00 Duration 1 19 week s Develop new advertising campaign Follow up program Cost 1 200 00 Duration 4 00 day s Organize necessary follow up for marketing program Activities Develop new advertisin
522. ted computer has an IP address In Maximizer you use the IIS server s IP address when you preview or publish your online catalog 528 Maximizer CRM 11 User s Guide Knowledge base a database containing articles pertaining to solutions for customer service and or technical issues lead an Address Book entry that has been flagged as a potential client or customer list a listing of entries in Maximizer You can create a list using a search or by selecting specific entries and reducing the list to the selection Most activities are performed for the current list or the current entry log in the act of entering your user ID and password to gain access to a Maximizer Address Book The Login dialog box prompts you for your user ID and password marketing team used with campaigns to organize marketing efforts in a team environment Set up using Administrator MASTER user the Address Book administrator s user ID This user ID permits access to Administrator MaxExchange Site Manager a utility for creating and managing sales and marketing teams MaxExchange Site Manager is accessed through Administrator MaxExchange a Maximizer program used to synchronize an Address Book between a central server and remote distribution sites via FTP email or a direct network connection Maximizer a Maximizer module in which you can perform contact management and sales force automation activities Maximizer Application Server
523. tem in the quote 4 Under Tax details click Apply Taxes A Define any necessary tax types e Enter the name of the tax e Specify the tax rate as a percentage e If necessary specify whether the tax is applicable to shipping Apply Taxes Ea Taxtypes Name of tax Rate Applicable to shipping 4 est 7 000 wv 2 PST 7 000 Vv 3 0 000 4 0 000 D 5 0 000 r 6 0 000 Specify which tax types apply to the comesponding items tem Code tem Name Unt Quantity Unit Price Extended Promo The Incentive per 2 000 41 40 8280 No The Executive per 1 000 90 00 90 00 No Apply Taxes Item Table Merge Chapter 15 379 6 Select an item and click Apply Taxes to apply the relevant taxes to the items Click OK to close the Apply Taxes dialog box 8 Under Shipping address enter the shipping address information manually or click Retrieve to retrieve the information from the selected entry Fields You can create item table merge fields for use with Maximizer Word Processor and Microsoft Word documents When you insert one of these merge fields an item table is added to your document The item table contains the columns you selected when creating the merge field The following columns are available to select Item Name Item Code Item Promotion Item Price Item Unit Item Quantity Item Shipping Cost Item Extended Price Item Options Line separated and Item Options Comma sepa
524. tems in the Search tab vary depending on what window is selected You can search for entries matching a single field or multiple fields gt To search for entries by a field On the Search tab select the field you are searching for from the Search by group Select Other to see additional fields to search for For customer service cases you can also select Basic Fields to search for entries matching multiple basic fields The Search By field dialog box opens A Specify the search criteria If you change the maximum entries field to a value less than the system default value the value will remain as your default value for subsequent searches If you change this field to a value more than the system default value it will return to the system default value for subsequent searches The default values for the number of entries returned in a search is set in Administrator Searching by All Fields Chapter 4 85 Select how you want to update the current list with your search results e Add search results to list displays the entries that match your search criteria without removing any currently displayed entries from the list e Narrow list searches only selected entries or all currently displayed entries if none are selected and removes any entries that do not match your search criteria e Replace list with search results removes all entries currently displayed in the list and replaces them with entries that matc
525. terest areas Customers can follow the progress of their customer service cases and even enter cases if given the proper access rights by the site administrator The knowledge base can also be searched for related articles For more information see Partner Access on page 275 As with Partner Access customers use the URL and setup PIN sent by email by the site administrator to access Customer Access They then set up their own login information See the Maximizer CRM Administrator s Guide for more information about setting up Customer Access Customer Access Login Windows Internet Explorer olele f F Bo gt http server MaximizerCustomer gt x Pe ve Favorites Customer Access Login 7 wv YOUR COMPANY LOGO 7 he User ID MARY 5 es Password eescssees 7 Remember me E Login a v Forgotten Login Credentials Register Now powered by Maximizer R E 2H Customer Customer Service EJ Loo out fi Pereonatze Hoi Status 6 records found Customer Ms Mary Smart 2 Edit Search v Modules E Show My Cases bd HE Events And News W Events And News Case Number Companyilndividu Subject AssignedTo Follow up Deadline gt H 00017 Astor Wines amp Spirite Faulty Product Joe Napoli October 25 2005 9 47 Al E customer Service H 00042 Nehrings Sendiks On Ship error refund requested Joe Napoli December 18 2009 1 33 Fi knowledge B
526. tes for the case These notes would include any specific information about how the case was resolved 255 You can also select a knowledge base article to link to the case or create a draft knowledge base article from the solution note If desired select one or more of the options in the notification areas to send email to other Maximizer users who worked on the case or to the Address Book entry associated with the case Click OK to finish resolving the customer service case Resolve Case es Case information g Case number HQ 00050 Company Individual Bayville Package Store Cancel Case resolution information E Spelling Assigned to Celine Dancer Resolved by Joe Napoli Resolution date March 19 2010 4 35 PM Status Resolved x Biling type Service Contract Bilable time hrs 0 00 Biling rate 0 00 Case fee 0 00 How the case was solved Solution notes After investigating we realized there was no error on our part The dient had issues with our online ordering system We sent a refund to the dient as requested We should follow up with all of our cients on how to order from our website Create a draft knowledge base artide from solution notes and link it to this case Solution involves information from an existing knowledge base artide Artide Title Case Users Case Monitors Notification Address Book Entry Notification V Notify the assigned user by email V Notify the case
527. th as an integer from a date value Dayofweek Returns the day of the week expressed as an integer Month Returns the month as an integer from a date value Year Returns the year as an integer from a date value Syntax Date Year Month Day Parameters Parameter Data Type Year Integer Month Integer Day Integer Example Date 2009 7 9 This example returns July 9 2009 as the date value Description The four digit year The one or two digit month The one or two digit day Day Dayofweek Chapter 4 77 Returns the day of the month as an integer from a date value Syntax Day Date Parameters Parameter Data Type Description Date Date The date to return the day for Examples Day Date 2009 7 9 This example returns 9 as the day of the month in the date value Day Creation Date This example returns the day of the month that an entry was created Returns the day of the week expressed as an integer for a specified date value with 1 Sunday 2 Monday 3 Tuesday and so on Syntax Dayofweek Date Parameters Parameter Data Type Description Date Date The date value for which to return the day of the week Examples Dayofweek Date 2009 7 9 This example returns 5 for Thursday as the day of the week for the given date Dayofweek Creation Date This example returns the day of the week that an entry was created 78 Maximizer CRM 11 User s Guide Month Ye
528. the opportunity Complete activities remain in the opportunity After a different strategy is scheduled for an opportunity the activities associated with that strategy are applied to the opportunity If you had standings associated with roles in the previously scheduled strategy the standings are carried over to the newly scheduled strategy gt To schedule a strategy for an opportunity Open the opportunity and select the Sales Plans tab The Show strategy option should be selected by default A From the Strategy template drop down list select a strategy You can click Details to view specific properties of the strategy such as the description and cost Click Schedule and specify the Start date for applying the strategy Then click OK to return to the Sales Plans tab 190 Maximizer CRM 11 User s Guide Schedule Strategy es Template name Significant Strategy Specification of strategy s start date Startdate Aprl28 2010 w Cox c 4 For each role in the strategy click in the Standing column and select a standing for the role You can also click in the Contacts column to select a Contact for the role 5 For each success factor in the strategy click in the Standing column and select a standing for the success factor Note that the On Schedule and Political Alignment success factors are calculated automatically Atlas Food Inc Get Escona
529. the Internet group The Web Inquiry Form Wizard opens Follow the instructions in the Web Inquiry Form Wizard e On the Server and File Options screen select the Direct Insert option 4 Copy the form s html files and the winqcgi exe for Windows servers or winqcgi pl for Unix servers file to the folder 5 Launch IIS and create a virtual directory pointing to the folder For more information on IIS and virtual directories see the Maximizer CRM Administrator s Guide Income and Expenses Chapter 13 335 Use the Expenses window to record your income and expense items in separate accounts Keep the following points in mind when working in the Expenses window Select the Personal icon and select the Expenses tab to open the Expenses window A Income and expenses are split up into accounts The account totals are displayed for the current month and the current year Use the Filter drop down list and the Previous Month and Next Month buttons to change the month for which income and expenses are displayed Home Edit Account C Create 3 R My Work Day L E Address Book EZ Opportunities 7 2 Quotas Hl campaigns Customer Service Knowledge Base Ed Hotlist EE Calendar Email aa B Company Library E Personai A Ea OrderDesk Maximizer CRM Escona Tutorial Personal Expenses View Search Tools Reports Setup Add ins Da FES A To do 4 Letter j Print an Envelo
530. the Read Access field the user or group is automatically assigned read access If you accessed the dialog box from the Full Access field the user or group is automatically assigned full access 4 In the Selected users and groups area select a user or group to modify the access rights for the user or group 5 Select or clear the Full Access or Read Access checkbox to modify the access rights for the selected user or group g Click Remove to remove the selected user or group from the list stripping all access rights for the user or group 40 Maximizer CRM 11 User s Guide Public cannot be removed from the list Public access rights are automatically changed when users or groups are given access rights to the entry Available users and security groups Selected users and security groups D Name Permission 8 Celine Dancer 133 Pubic No Access amp Daniel Brow Fe 02 Napoli s Ee 3 ese ie pin LouJones Acounting PaA amp Lucy Garcia Sales Read Access 8 Mark Bertolli amp Matt Graham amp Miranda Corell amp Wonda White a gt lt Remove J Accounting W Company Announcement Authors La 6 0 Crystal Reports Users H O Customer Portal Administration Users H U Customer Portal Configuration Users Customer Service Permissions for selected user s or security group s H Dashboard Users 7 Full Access W Employee Portal Administra
531. the View tab select Recent Lists gt Clear Recent Favorite Lists Clear Recent Favorite Lists from the Favorite Lists group Recent Favorite Lists gt On the View tab select Recent Lists from Favorite List the Favorite Lists group and select a Favorite List Add to Favorite List On the View tab select Add to List from the Favorite Lists group Remove from Favorite List On the View tab select Remove from List from the Favorite Lists group Clear List On the View tab select Clear List from the Filter group Default Entries for All On the View tab select Default Entries Users from the Filter group Activities for Address On the View tab select Activities from Book Entry the Logging group Phone Log On the View tab select Phone Log from the Logging group Free Time On the View tab select Free Time from the Availability group Peg Board On the View tab select Peg Board from the Availability group Maximizer CRM 11 User s Guide 456 Search Menu In Maximizer CRM 10 5 select View gt Organizational Chart Column Setup Toolbars Sort by gt Column Properties Refresh In Maximizer CRM 11 On the View tab select Organization Chart from the Show group On the Setup tab select Column Setup from the Display group This command is unavailable in Maximizer CRM 11 On the View tab select Sort By from the Window group and select a column On the View tab select Properties from the Sho
532. the Write group or In Notes following window right click and select Add Note or In the Notes following window double click a blank note cell The Add Note dialog box opens Enter the content of the note Use the options in the toolbar to format the note To view the HTML source of the note select the View Source HTML icon You can use the icons in the Menu bar to perform other tasks in the note For example you can click the Spelling icon to check the spelling in the note You can choose to always check spelling when saving changes in a dialog box in your preferences On the Setup tab select Preferences The Category field is available for only manual notes Default Notes Chapter 5 109 5 If necessary select the Important icon to mark the note as important and adjust the Full access Read access and Category fields in the note Tl click ox A Add Note for Dolton James EX X e E Actions Tahoma x 10 vyIE B zu Alize I talked with James Dolton of ABC Wine Shop He expects they ll increase next month s order to take advantage of our winter promotion Properties Details March 1 1 Full access Joe Napoli X sadaa Read access Public Joe Napoli Category Comment X lanak Cancel You can create default notes for different types of entries Default notes are specific to the current user The content of the default note automatically appears when you cr
533. the principal Windows Server where you install Maximizer Maximizer Remote Workstation MaxExchange Remote a computer that has the Maximizer client components installed and connects to the Maximizer Application Server merge field text inserted into a document or template that is replaced by Address Book information during a mail merge For example a merge field can be a Contact s name so you can customize a letter s salutation with the recipient s name Microsoft Internet Information Server Microsoft web server software Internet Information Server or IIS is used for many of the Maximizer components Microsoft SQL Server a database server used by Maximizer for the Address Book data Microsoft Windows Server the operating system used by the servers note a text document attached to Address Book entries Contacts opportunities and campaigns OLE object linking and embedding OLE is a technology that allows you to insert files portions of files and links to files into a document or application You can insert files in the Documents Appendix C 529 Glossary of Terms window and the Company Library Double clicking the file opens it in the associated and installed application online information that is online is sometimes used to describe information on the Internet or on your computer screen An online user guide or online Help is documentation displayed on your screen
534. they create problems so that the people who need to know can act on the information With Workflow Automation you can apply business rules to all of your data no matter where it resides and learn of potential issues while there is still time to act Using Workflow Automation you can send flexible real time alert messages via email fax pager PDA such as Palm or Handspring and webcast It s easy to schedule and deliver reports Lead qualification lead assignment and lead tracking are completely automated Powerful and flexible the Workflow Automation Suite is quickly deployed simple to use and easy to administer so you can focus on building successful profitable customer relationships MaxAlarm is a Maximizer companion application that automatically monitors appointments for one or more people in any number of Address Books MaxAlarm automatically starts when you start your computer and you can leave it running with or without running Maximizer and still be notified of appointments You will know if MaxAlarm is running because its icon appears in your Windows System Tray which is in the lower right corner of your screen MaxAlarm is easy to use Simply add one or more Address Books to MaxAlarm minimize it and then forget about it until the Alarm dialog pops up to remind you of an appointment With MaxAlarm s Review feature you can review today s appointments without opening an Address Book in Maximizer 8 Maximizer CR
535. ticles Always back up the Address Book before importing To import knowledge base articles that have been exported from Maximizer in MXI or XML format use the Import Knowledge Base Articles functionality in Maximizer Note that knowledge base articles are always imported as separate records and are never merged with existing articles gt To import a knowledge base article In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Import select Knowledge Base Articles A Next to the File name field click Browse and locate the xml or mxi file to import Once you have selected the file to import Maximizer fills in the Log File field automatically to create a log file with the same name and location as the import file To change the default log file click Browse and provide an alternate log file location and or name 4 In the Log Level drop down list specify how much detail to include in the log file 5 Click OK to begin the import Import Knowledge Base Articles Ex Select XML or MXI import file File name Browse Log File te Log Level Errors yx Maximizer imports the data and then displays the number of records inserted updated and failed for each record type g Click OK to close the message box 436 Maximizer CRM 11 User s Guide Transferring Entries Between Address Books Encrypted user defined fiel
536. ties For example if Remote A creates a single user opportunity it is synchronized with only Remote A The opportunity will not be synchronized with Remote B Single user opportunities created on the server are not synchronized This works the same way for traditional campaigns in that traditional campaigns associated with a member of a marketing team are also synchronized Automated campaigns are not synchronized to any distribution sites Microsoft Outlook Synchronization and MaxExchange Synchronization In a MaxExchange environment with Microsoft Outlook Synchronization enabled Maximizer can synchronize with Outlook on a single server or remote only Otherwise duplication of entries may occur When MaxExchange is installed and at least one MaxExchange remote has been added as a distribution site a MaxExchange Location button appears at the bottom of the Outlook Synchronization tab Clicking this button opens a dialog box containing a drop down list of MaxExchange servers and remotes for the current Address Book Select the MaxExchange server or remote where Maximizer will synchronize entries with an Outlook profile for the selected user 394 Maximizer CRM 11 User s Guide How Do Receive Updates If your computer is set up for email transport check to see that your email application is running Then start MaxExchange Remote When you communicate with the server for the first time the server or a remote server sends yo
537. ties for phone calls 50 in opportunities 191 follow up deadlines 132 249 footers in graphs 367 forecast analysis reports 359 formula user defined fields 60 70 alphanumeric functions 72 arithmetic expressions in 71 conditional expressions in 81 date functions 76 exporting 422 427 numeric functions 79 FoxBase 429 FoxPro 429 FTP changing MaxExchange password 410 transport session 397 399 troubleshooting connections 408 full access for Address Book entries 39 for appointments tasks 143 full text search 263 G gauges in dashboard indicators 345 GIF file format in the Company Library 124 global Address Books 19 global edits 90 glossary 526 GoldMine databases importing 429 importing from 432 Graph Catalog 370 graphs 361 appearance 366 creating 363 customizing 368 in other applications 369 launching as custom actions 327 merge fields 367 saving settings 370 group appointments and Microsoft Outlook Synchronization 174 Group Edition 9 Group Edition of Maximizer CRM 19 20 group indicators 345 groups 448 headers in graphs 367 help 27 Help menu in Maximizer CRM 10 5 462 history notes 106 Holiday Editor 527 holiday files 420 Home tab 449 453 458 Hotlist 132 follow up activities in 50 in Wireless Access 309 312 of sales team members 185 preferences 143 Hotlist tasks 132 adding 134 158 in Action Plans 144 in Calendar 137 in customer service cases 250 254 in My Work Day 25 personal 159 reassigning 135 vi
538. til you have applied the step Marketing Steps Summary E Campaign Create 2007 Escona Catalog Revenue Marketing steps Step Start Date Finish Date Status Create draft of catal October 11 2007 October 24 2007 On Schedule Ga Changes and addtiq 0 25 2007 November 7 200 Send to printer November 8 2007 November 9 2007 Waiting we Close date Close date is calculated from finish dates of steps C User dose date is a OK Close Chapter 9 217 5 Select an activity and click Modify to change or delegate an activity 6 Double click the last column of an activity to mark the activity as complete You may also mark the task as complete in your Hotlist Work Step Changes and additions to catalog ES Step Changes and additions to catalog OK Goal and comment Dates and cost reo pameni Cancel Goal After Marketing Manager reviews Start October 25 2007 catalog make changes and incorporate any additions Finish November 7 2007 Comment Cost 1 500 00 Activities I Show follow ups also Show activities for Everyone Z Modify FZ Show done also raha Member Contact Role Start Date ai Create catalog Create draft cata B o arketing Ca vi Marketing Campione Doteber 25 2007 Click OK to close the Work Step dialog box 8 Click OK again to close the Marketing Steps Summary dialog box Pausing T
539. tion Users 5 4 Marketing J Read Access mE Partner Portal Administration Users 5 C Chapter 3 41 Modifying Address Book Entries When you open an Address Book entry you can click Edit to modify the details of the entry You can perform a number of other tasks to change the properties of Address Book entries including adding alternate addresses to entries converting Individuals to Companies and Contacts to Individuals and recording relationships between Address Book entries The following sections contain information on modifying Address Book entries e Adding Alternate Addresses for Address Book Entries on page 41 e Converting Individuals to Companies and Contacts to Individuals on page 42 e Recording Relationships with Related Entries on page 42 Adding Alternate Addresses for Address Book Entries While the main address is specified in the Basic Information tab of an Address Book entry you can also add alternate addresses for entries from the same tab gt To add an alternate address for an Address Book entry Open the Address Book entry H click Edit Click the Address button next to the Address 2 field The Mailing Address dialog box opens 4 Click Add to enter a new address You can also click Modify to change an existing alternate address 5 Specify the new address and click OK g To set the address as the default or main address select the address and click Select C
540. tion about when data packets are sent and received and what happens to them select Maintain Remote Activity Log information is saved in the file AddressBookName _log txt 4 Indicate the level of log detail you want to see in the AddressBookName _log txt e To log errors only select Low e To log record level updates additions changes and deletions of Maximizer entries select Medium e To log field level updates details of changes within Maximizer entries select High H click ox Logging Preferences i Log level C Low Errors only Medium General activity 4 High Field level activity 416 Maximizer CRM 11 User s Guide Checking the Troubleshooting Logs If you employ email transport you may also check your email system s conversation log for more information If you have set the troubleshooting logs to record MaxExchange activity you can check the logs when you experience problems during a synchronization session or suspect that updates are not being sent or received Remote Activity Log AddressBookName _log txt Check the AddressBookName _log txt by selecting View gt Remote Activity Log The AddressBookName _log txt file can include e The number of information packets sent e The number of information packets received e The number of additions updates and deletions made to your image of the central Address Book The contents of the log
541. tion for the account The description is the text that identifies the account in the Expenses window The name is required but not displayed in the Expenses window 4 In the Type area select the type of account Expense or Income 5 In the Security area select Public to share the account with other Maximizer users or Private to keep the account private g Click OK to finish adding the account Chapter 13 337 Recording Income and Expenses Once you have set up your income and expense accounts you can record income and expenses for specific days gt To record an income or expense amount Select the Personal icon and select the Expenses tab to open the Expenses window 2 If necessary select a month for the expense income e From the Filter drop down list select a month in the current year e Click the Select Month and Year icon and specify any year and month Double click on the account to open it The Account dialog box opens displaying details of the account Account Flights ES Amount per day Daily summary March 12 2010 0 00 a March 13 2010 0 00 March 14 2010 0 00 March 15 2010 0 00 March 16 2010 0 00 March 17 2010 0 00 March 18 2010 0 00 March 19 2010 0 00 March 20 2010 Eg Amount Add Subtract _ Replace Details of account Description Flights Type Income Expense Security Public Private OK cance i 4
542. tions to work properly e Inthe Entries available for assignment section select the Address Book entries that you want to add to the email Click OK when you are finished Search for Recipient Search By Last Name Y Search For Dalton Search Ignore leads Entries available for assignment Dalton James General Manager ABC Wine Shop Inc Main escona maximizer com E Cancel Specify a subject and body text for the email message 4 In the Logging section specify your logging options e Save body text of an email message that is sent to an Address Book entry as a note in the Notes window or as a document in the Documents window e Specify default text to be included as part of a note 5 Click Send Subject Revised price list Body revised price list this afternoon Thanks Joe Importance Normal Y Logging Text for note Include body in note Save copy to entry s Documents Cancel Chapter 12 295 Wireless Access Accessing Opportunities You can access the Opportunities page in the following ways From the Wireless Access home page click Opportunities A From the navigation footer on the main pages click the Opportunities icon Navigation Address Book Y Opportunities E Customer Service E Calendar Hotlist Company Library a Dashboards IE Preferences
543. to members of the team These activities appear in the team member s Hotlist for completion by the scheduled time For information on setting up sales teams see the Maximizer CRM Administrator s Guide Sales team are composed of the following types of members e Team leader In a team one person is designated as a team leader who has the right to make changes to the opportunity as well as the opportunity s team e Team member A regular team member does not have the right to change the opportunity or the team The member s role is to perform the tasks the team leader assigns e Team member with edit rights In Maximizer the team leader can grant any member the right to edit the opportunity which essentially gives the same abilities of the team leader This right must be granted on a per opportunity basis unless your system administrator specifies otherwise If you are working on an opportunity as a team leader or a team member with edit rights you have the ability to delegate the opportunity s activities to individual team members You can modify the team s membership or members rights at any time After you assign a team to work on an opportunity you can then delegate activities and modify the team 186 Maximizer CRM 11 User s Guide Strategies Strategy Components Strategies use multiple factors to assess the probability of winning opportunities They provide a way of forecasting based on defined metrics
544. to a different position in the list Dragging it onto a field places it immediately below that field Dragging it onto a folder places it at the top of the list inside that folder Holding the mouse on a folder for about a second expands the folder and then you can continue dragging the item to a specific position in that folder Creating Folders for User Defined Fields You can group similar user defined fields into folders and subfolders to a maximum folder depth of three levels Grouping user defined fields into folders is particularly useful if you have a large number of user defined fields Grouping them makes them easier to find and reduces the amount of scrolling needed to find the one you are looking for gt To create a folder for user defined fields On the Setup tab select User Defined Fields In the User Defined Fields following window right click and select Set Up User Defined Fields The Set Up User Defined Fields dialog box opens FA Select the tab for the category of user defined fields you want to work with To create a top level folder select the Address Book name at the top of the list To create a folder within an existing folder select the existing folder E click Add Folder 5 Enter a name for the new folder and click OK User defined field and folder names cannot contain forward slash or backward slash characters If you set the folder to hidden it is not displayed on the User Def
545. tomated campaign is based on an automated campaign template Calendar a Maximizer window in which you can manage your appointments campaign template a pre defined strategy used by email and traditional marketing campaigns See automated campaign and traditional campaign catalog a product listing created using OrderDesk You build your catalog by adding sections and catalog items and publish the catalog on your web server catalog item an individual product or service in your online catalog catalog section a category for classifying types of catalog items Appendix C 527 Glossary of Terms Company an Address Book entry used to record information for a company or organization Company Library a shared library of company literature Contact an Address Book entry used to record information for an individual person associated with a Company or Individual type of Address Book entry Controlling window a main Maximizer window such as the Address Book window that determines what tabbed following windows are displayed The contents of the following window depend on which entry is selected in the main controlling window Crystal Reports a tool for generating reports Crystal reports are available for viewing and generation through the Reports tab in Maximizer dashboards components of Maximizer and Maximizer Web Access that display real time information on your company using dashboarda style instrumentatio
546. tory field skip to Step 5 4 Select the Categories for the case and click Next The remaining information is displayed Mandatory fields are marked with asterisks 5 Enter the remaining fields for the case g Click OK to save the case You can associate a Contact with the case only after creating the case For more information see Associating Contacts with Entries on page 291 Chapter 12 303 Wireless Access Assigning Escalating and Resolving Cases You can assign escalate and resolve customer service cases in Wireless Access When you assign cases you can reassign the cases to any customer service team member When you escalate cases you can reassign the cases to only managers When you resolve cases you can specify billing information You can automatically notify the assigned user the case owner and the Address Book entry when the case is reassigned or resolved And you can create a Hotlist task to check on the case when the case is reassigned gt To assign escalate or resolve a case Open the case A From the Actions drop down list select Action gt Resolve Assign Escalate and click Go ry Adi id Appointment Note me Task Action Resolve New Case Delete Favorite Lists Add v In the Assignment area select the Maximizer user that you are assigning the case to select the status of the case and enter a note to accompany the case Assignment Cel
547. trator Select File gt Preferences and select the Key Fields tab An unlimited number of Key Fields lists can be set up using up to eight user defined fields for each list 5 In the Company Individual details area enter the entry s details such as the category Click in the field then click the ellipsis button to access possible values If this entry is marked as a Sales Lead and you would like the entry accessible to a partner make sure you set the category to partner 6 Select the User Defined Fields tab and specify values for any additional user defined fields Make sure you select the field and then click inside the field on the right to access the possible values for the field If necessary select the Show blank fields option to display all fields in the Address Book not only the fields with values defined in the entry Click OK to save the entry to the Address Book You can add Contact entries attached to existing Companies and Individuals When you add a new Contact to the Address Book you need to specify only fields that are different than the Company or Individual entry You can add Contacts as regular entries or as sales leads gt To add a Contact In the Address Book window select the Company or Individual entry A On the Home tab select Address Book Entry gt Contact or Contact Lead from the Create group In the Contacts following window right click and select Add gt Contact or Contact Lead
548. tructured team based approach to pursuing sales opportunities Strategies define the steps activities and roles involved in successfully completing a sale SMTP an SMTP server is a server used for outgoing Internet email SQL see Microsoft SQL Server template a file that outlines the design for a document email message or web page Maximizer uses templates for word processor documents and for automated activities that belong to automated campaigns Templates can contain merge fields for bulk mailings Also see Campaign Template traditional campaign used to organize a marketing effort including a marketing team s steps activities and roles 530 Maximizer CRM 11 User s Guide transaction processing credit card transactions can be processed from your online catalog using a transaction processing company UNC Universal Naming Convention A kind of network path used to locate files and folders An example of a UNC path is Escona MxServer user defined field a custom field used to record additional user defined information for Address Book entries opportunities campaigns customer service cases and users user ID a name that uniquely identifies a Maximizer user Users must enter their user ID and password in order to gain access to a Maximizer Address Book virtual directory an IIS folder that points to a physical location on the server The contents of the physical folder that the
549. ts MaxExchange Remote updates the central Address Book by first checking for updates from the server and processing them then preparing and distributing your local changes back to the server for redistribution If you enable Remote Dial up the order of these processes may be reversed See Setting Scheduling Options for Dial Up Email on page 413 for more information Regardless of which transport method is used Process Data Packets simply creates a data packet and puts it into a folder for transport to the server e FTP The data packet files ATT and HDR are created and put into the maxexchange outbox lt hexadecimal gt folder The distribution site computer will later initiate an FTP transport session and pick up the packet e Network Direct A new data packet is created HDR and ATT files and put into a folder for transport When the data packet is in the folder the packet is transported immediately if you have selected Simultaneous in the Processing and Transport Times dialog box e Email The data packet is sent immediately to your local email outbox encapsulated in an email message and transported during your next email session 400 Maximizer CRM 11 User s Guide Processing Packets The following sections describe how to process packets from MaxExchange remotes e Converting Outgoing Packets for Internet Transport on page 400 e Restricting the Size of Packets on page 401 e Disabli
550. ts to Address Book entries by email in Wireless Access gt To send Company Library documents In the Company Library page select the documents that you want to send Actions Folder Company Library Company Announcements Default Maximizer CRM Announcement sales Contest 2208 Welcome to Maximizer CRM 80ag om Fy From the Actions drop down list select Email document s and click Go Search File Name Author Creation Date Last Modified Date Email Document s The Send Email page opens with the documents attached to the email message Specify the recipient the subject the body and the logging options for the email message See Sending and Saving Email Messages on page 293 for more information 4 Click Send 316 Maximizer CRM 11 User s Guide Using Favorite Lists To modify a Favorite List you must have the necessary access rights You can access Favorite Lists from the Address Book Opportunities and Customer Service pages You can also modify Favorite Lists by adding or removing entries gt To access a Favorite List e In the Address Book Opportunities or Customer Service page select a Favorite List from the Favorite Lists drop down list and click Search The entries for the Favorite List are displayed gt To add an entry to a Favorite List Open the entry that you want to add to the Favorite List A From the Actions dr
551. tting is Maximizer s default window layout e Outlook Style is somewhat similar to Microsoft Outlook s display The controlling windows form the left pane while the following windows occupy the top right and bottom right panes e Custom allows you to control what windows are displayed For example use this option if you want only the Address Book and Calendar windows open without their following windows open Open the windows you want using the icons on the icon bar or the Switch Windows commands On the View tab select Switch Window from the Window group Then tile the windows On the Setup tab select Window gt Window Management from the Workspace group and select an option Of course you can manually size any window You can also control such things as the colors fonts and grid lines in your windows On the Setup tab select Window gt Window Settings from the Workspace group and choose Set Color or Set Font Adjusting the Icon Bar Chapter 13 325 You can adjust the icon bar properties and also choose the state of the icon bar s visibility gt To adjust the icon bar On the Setup tab select Icon Bar from the Workspace group The Icon Bar Properties dialog box opens A In the General area set the default properties of the icon bar e Select the Visible option to display the icon bar in the Maximizer window e Select the Display tooltips option to show information about each icon when you pass the mou
552. tunities X Status Company ndividual Objective Stage 3 gt in Progress Connoiseur Sell Wine Customer s Review 23 v Add Contact 1 u 278 Maximizer CRM 11 User s Guide Working with Customer Service Cases Partners can view and enter cases in Partner Access Cases can be limited by the site administrator to only those cases associated with the partner or to all cases in an Address Book gt To view and enter cases Open the Customer Service page by clicking on the corresponding icon A To add a case click Edit and choose Create a Customer Service Case A wizard appears where you enter the case details To open a case click on it 4 To print a detailed report of the case view the case properties or view a knowledge base article associated with a case click the corresponding button 5 Click on the Notes and Documents tabs of a case to see the related notes and documents Chapter 11 Maximizer on the Web Customer Access Maximizer users can access the sample Escona Tutorial Address Book using Mary as the user ID and password as the password Customer Access offers customers a number of web based services The site s functionality is very similar to Partner Access in that Customer Access can be customized to display information essential to your customers Staff can publish to the site news such as new products or services news items can be filtered for customers based on their in
553. turday Day of month appointments 0 Day 1 Weekday 490 Maximizer CRM 11 User s Guide Table 4 AMGR_Appointments View Field Name Skip_Weekend Move_To_Weekday Rec_Start_Date Rec_End_Date PegBoardState Record_Id Creator_lId Create_Date Snooze_End_Date Email_Date Email_Flag Owner_Type Data Type Integer Integer DateTime DateTime Integer Integer String DateTime DateTime DateTime Integer Integer Len Foreign Table Ref 2 11 Description and Rules Applies to daily appointments only 0 Default 1 Daily appointments do not occur on weekends Applies to yearly appointments only 0 Default 1 If appointment occurs on a weekend move to nearest weekday Appointment start date Appointment end date Mandatory if Rec_Start_Date is used Peg board state during appointment 0 Unknown 1 Busy 2 Out Default Date and time when a snoozed appointment will display a reminder Date and time to send email appointment reminder Applies only if Email_Flag is set to True 1 0 Don t send email reminder 1 Send email reminder 0 User 1 Location 2 Resource 101 Custom Location Table 4 AMGR_Appointments View Field Name Data Type Len Plan_lId String 23 Plan _Number Integer 4 Master_Id String 23 Master_Number Integer 4 Entity_Type Integer 4 TextCol String 1024 Appointment_Id String 24 Appointment_ Integer 4 Numbe
554. ty Town St Co Prov Website Zip Postal Country Details a Do not solicit by Territory Territory Status gi L Account Manager Full Access Read Access Partner Sales Lead z 4 Select the Note tab and add a description for the global edit The note is logged to all affected entries You can also specify the Access Rights for the default note and a Category 92 Maximizer CRM 11 User s Guide Global Edit a 7 E via gt E Pa Edit Basic Information User Defined Fields Note Global Edit Rules Add this note to the Notes window Tahoma vlfo B B z u Q E SE Ess Details Assigned this entry to the Competitor category Full access Public z Category ok cancel Help 5 Select the Global Edit Rules tab 6 If you are working with Address Book entries set the mailing address options under Mailing rules You can specify Do not change Yes or No for each of the options In the Receives mail sent to Company or Individual drop down list specify if you want to send mailings to the associated Contacts when sending mail to the Company or Individual This option applies only to Contacts In the Use Address Book entry s name in mailing address drop down list specify if you want to list the Address Book entry name as well as the Contact name if applicable in the mailing address Under Update options specify how you want to
555. ty_Link MesName AMGR_User_Fields Client_Id for Type_Id 17 in AMGR_User_Fields Status Integer 2 0 New 1 In progress 2 In progress new 3 Won 4 Lost 5 Abandoned 6 Suspended 3337 Not applied 3338 Reviewed 3339 Behind 3340 On schedule 3341 Ahead 3342 Complete 3676 Waiting 3677 Applied Hotlist entry must exist with same Activity_Id Duration Numeric 9 Duration of the activity or step in seconds Value must be between 0 and 2 500 000 000 0 Applicable only if Type 1 or 2 Cost Float 8 Running total of the costs associated with activities of the opportunity Value must be between 0 0 and 9 999 999 999 0 Applicable only if Type 1 or 2 Appendix B 519 Crystal Reports Database Views Tables Reference Table 14 AMGR_Opportunity_Link Table Physical Field Name Data Type Len Foreign Table Ref Description and Rules Start_Date DateTime 8 Date when the activity or step starts If left empty defaults to the system clock time If 1 the date can be updated by the OppLeader only Applicable only if Type 1 2 or 15 End_Date DateTime 8 Date when the activity or step ends Start_Time DateTime 8 Time when the activity or step starts If 01 01 1900 not followed by a time then there is no start time Icon_Type Integer 2 0 None 1 Mail 2 ToDo 3 Phone 4 Travel 5 Sale 6 Meal 7 Presentation 8 Speech 9 Meeting Note Icons can be viewed when a reco
556. uar 000 00 Januar r p Press F1 for Help Viewing Opportunities User JNAPOLT You can view and modify existing opportunities in your Address Book from the Opportunities window or from the Address Book entry associated with the opportunity gt To view an opportunity from the Opportunities window Select the Opportunities icon to open the Opportunities window The Opportunities window opens A If necessary select an option from the Filter drop down list All Opportunities displays all opportunities that you have the rights to view Current Opportunities displays the opportunities that are in progress Team Updated Opportunities displays opportunities that have been updated by remote sales teams Double click on an opportunity to open it 182 Maximizer CRM 11 User s Guide The opportunity dialog box opens displaying the details of the opportunity 4 Select the other tabs to view more information on the opportunity 5 If necessary click OK to save changes made to the opportunity gt To view an opportunity from an Address Book entry 1 Select the Address Book entry A Select the Opportunities following window All opportunities for the current Address Book entry are displayed in the list Filter All Opportunities Status amp Company individual gt InProgress Bayville Package Store P Won X Contacts Customer Service H Automated Campaigns LY Opportu
557. uick Access toolbar gt To adda command to the Quick Access toolbar e Right click on the command and select Add to Quick Access Toolbar gt To customize the Quick Access toolbar Right click anywhere in the ribbon and select Customize Quick Access Toolbar The Customize Quick Access Toolbar dialog box opens FA From the Choose commands from drop down list select the location of a command to add to the toolbar You can select a tab the icon bar or the Maximizer menu that displays when you click the Maximizer button Select a command and click Add You can also select lt Separator gt to add a separator between commands 4 Repeat steps 2 and 3 to add more commands to the toolbar Custom Actions Chapter 13 327 5 To move a command on the toolbar select the command on the right and click the arrow buttons to move the command up or down in the list g When you are finished click OK to save the changes to the Quick Access toolbar Custom actions are commands that you can set up and personalize and then access from the Custom Actions tab You can create the following types of custom actions Browse a website Open a specific website or HTML document Open a document or run an application Open a document or file or run an external application such as a word processor spreadsheet or graphics program Start a user defined field for an Address Book entry Treat the value of an alphanumeric use
558. ully the File gt Connect New FTP Server dialog is no longer needed for FTP communication to this particular synchronized Address Book After the initial successful FTP communication session you need only to select Process Data Packets to start the synchronization process All future FTP communications will be handled automatically 398 Maximizer CRM 11 User s Guide Starting a Processing Session from Maximizer If you pause a processing session and exit MaxExchange Remote the process starts from the beginning the next time you process packets You can start a processing session from Maximizer with a simple click of a button gt To start a processing session from Maximizer In Maximizer in the Add Ins tab select Process MaxExchange Data Packets from the Office group An icon appears in your system tray for MaxExchange Remote The icon appears differently depending on the state of processing e Processing Shows a connected network e Processing Finished Shows a checkmark e Failed Shows an X While processing is taking place you can click the Processing icon to open MaxExchange Remote and view the processing details When the processing session is taking place the tooltip for MaxExchange Remote says Processing After the processing session is complete the tooltip says Processing Finished If the connection to the Address Book or FTP server failed the tooltip says Failed Otherwise the
559. umbers Main e04 60 800 _ Fx youn enranor iP Cel rtayaesaznn SCSOdSSC Pager gt Ga sss0e12 Example Outlook values exist for three mapped phone numbers If Outlook values exist for all mapped phone numbers except Fax the following phone numbers would be included in the synchronized entry Main Home Cell Pager As in the previous example Maximizer uses Pager for the fourth phone number description In a later pass Maximizer determines that there is not an Outlook value for Fax so it replaces the Fax phone number description with Home the highest phone number that is not synchronized in the phone mapping list Phone numbers Main 604 601 8000 604 681 3230 718 385 4221 680 555 0812 Home Cell Pager lalele fa Manually Synchronizing with Microsoft Outlook You can manually synchronize your Maximizer Address Book with Microsoft Outlook at any time After synchronizing you can retrieve the Favorite List used for synchronization to view the changes gt To synchronize with Outlook e On the Tools tab select Synchronize with Outlook from the Office group Depending on how many Outlook contacts you are synchronizing the processing time will vary A message box appears when the synchronization is complete CHAPTER Opportunities Organize Your Sales with Opportunity Management In this chapter About Opportunities on
560. uments and Settings All Users Application Data Maximizer SvrShare Reports lt Address Book name gt folder Marketing e Documents and Settings All Users Application Data Maximizer SvrShare Reports lt Address Book name gt folder Service To create your own reports folder create a folder on the Maximizer server and copy the report to the folder in the following location Documents and Settings All Users Application Data Maximizer SvrShare Reports lt Address Book name gt folder Eig Maximizer af Q Marketing bo AddiBks CiSales C Live Update C Service C Live Update Manager BI SviShare H CrystalT emplates ED Reports H E AnatherTest 4 EsconaPromations H EsconaTutorial HD Ratings H E Test E E Microsoft If you are upgrading Maximizer from a previous version and you have old reports in the Crystal Reports file structure for Maximizer the old reports will appear in an archived folder named after the Address Book with a BAK file extension where your other report files for Maximizer are stored for example Documents and Settings All Users Application Data Maximizer SvrShare Reports lt Address Book name gt BAK folder You can copy the reports to any of your working folders to access the reports from Maximizer Note that for MaxExchange remotes these reports are installed in the following folder Documents and Settings All Users Application Data MaximizerGlobalReports On the Reports tab select Crystal R
561. up to select file attachments to send with the email message 6 In the Note for Address Book entry field enter any additional text you would like to log as part of the note created by the email message 156 Maximizer CRM 11 User s Guide Click Send Compose Email Message ax A m Pi Paste ae Attachment High Priority ab Compose in at Tahoma Jw A a B z u lel S g Cut gal Picture Low Priority A Compose in Plain Text Merge Fields Email Template Spell E A g ars eset rag aii Request a Receipt Clipboard Format Text Insert Mark Message Proof Options To gt gt ABC Wine Shop Inc lt escona maximizer com gt James Dolton lt escona maximizer com gt Martha Torres lt escona maximizer com gt Send Co gt gt Bec gt gt Subject _ Escona Promotion Attached EsconaPromotion pdf Hello Please find attached our latest Escona promotional list Regards Joe Napoli Note text for each entry Martha Torres had asked for updated promotional material Send Email Options In the Send Email dialog box you can specify how the email will be sent and set logging options Here are some points to keep in mind e Select Separately to send a separate email message to each Address Book entry If you want to send the email message to more than 1 000 entries at a time you must either select the Separately option or select the entries in groups of 999 or less e Selec
562. ur catalog I ll aggregate comments in the March 5 2010 10 02 AM Manual Reminder Check all dates in orders before Quotas processing them We ve had a number of February 8 2010 9 10PM Manual Personal reminder to pick up Joey from his soccer practise Wednesdays at 7 30 pm My Work Day Campaigns Customer Service Knowledge Base Hotlist Calendar Email SHHSHRHZE Company Library ne _ Thursday Maren 38 2010 _ 939 9M 112 Maximizer CRM 11 User s Guide Adding Journal Notes Documents Documents Window You can add manual journal notes to the Journal window at any time These notes are not attached to any entries and are accessible only to you gt To add a Journal note Select the Personal icon and select the Journal tab to open the Journal window A On the Home tab select Journal Note from the Create group or Right click and select Add Journal Note Enter the text of the note and click OK You can import into Maximizer files that are created in other applications You can attach any files as documents to Address Book entries opportunities customer service cases and campaigns You can also save email messages to entries as documents directly from the Email window The documents are stored with the entry to be accessed at any time The following sections contain additional information on working with documents in Maximizer e Documents Window on page
563. ur computer a data packet with an image of all or part of the central Address Book Some entries in the central Address Book may not apply to you so the MASTER user may exclude them from your Address Book image From then on you receive updates to the central Address Book periodically You run MaxExchange Remote to synchronize your distribution site changes with those on the server The same information is then stored on both the server and remote computers so that all files are part of the same single central Address Book Although the exact process depends on the chosen transport method here is an example of how the synchronization process works e The server assembles Address Book updates in packets and sends them to your computer and those of other users at other distribution sites On your computer MaxExchange Remote then picks up this data transfers it to a temporary inbox and later updates or replaces the data in your central Address Book e On your computer MaxExchange Remote assembles Address Book updates in packets and sends them to the server MaxExchange server then picks up the data packets transfers them to a temporary inbox and updates the server central Address Book files Occasionally you may receive a message from the MASTER user informing you that he or she is sending you a refresh a fresh replacement image of your MaxExchange data When the refresh arrives and is processed MaxExchange Remote deletes and
564. use the current list E In the other sections of the Global Edit Rules tab specify how you want the edits applied to specific basic fields and table user defined fields To add the selected values to the existing values select Add table field values or Add user group field values If the table user defined field is single value only the Add Table Field values option does not apply The new value always replaces the existing one Chapter 4 93 e To replace the existing values with the selected values select Replace table field values or Replace user group field values e To remove the selected values from the existing values select Remove table field values or Remove user group field values This option is available only for specific basic fields You can specify to remove table field values from user defined fields in the Remove column of the User Defined Fields tab Global Edit E 7a Em a D E A Edit Basic Information User Defined Fields Note_ Global Edit Rules Mailing rules Ponotchange Receives mail sent to Company or Individual Use Address Book entry s name in mailing address Donotchange v User Defined Fields rules Add table field values Replace table field values Do not solicit by Add table field values Replace table field values Remove table field values Full access Add user group field values Replace user group field values Remove user group fie
565. ustomers that have opened an automated campaign email message It can be used with only HTML message templates When a customer opens a campaign email message the email opened count is updated in the automated campaign statistics You should add the syntax for this merge field to an image tag in your HTML message e Campaign_Redirect_URL This merge field tracks how many customers hit your website as a result of an automated campaign email message The redirect URL calls an ASP page which is installed and configured at the time of installing Maximizer If necessary the redirect script location can be modified in Administrator When a customer clicks on the link the URL visited count is updated You can add up to five redirect URL merge fields to your campaign messages You should add the syntax for this merge field to a hyperlink in your HTML message You specify the actual URL of the web page directly in the campaign template Campaign_Remove_Subscriber_URL This merge field unsubscribes customers from an automated email campaign When a customer clicks on this URL the Do Not Solicit By field is updated for the entry so the customer s entry is marked to not be solicited by email You should add this merge field to a hyperlink in your HTML message e Service_Computer_Name This merge field identifies the automated services computer Maximizer server from which the automated email message was sent Typically you could use th
566. ution wW 4 a Follow distribution preferences I Ignore fiter by age Distribution preferences for a F Ignore fiter by size lt a general document Do not distribute this document cmn Chapter 16 407 MaxExchange Remote FTP Transport Method FTP Test Option The following sections include instructions that apply only to the FTP transport method e FTP Test Option on page 407 e Retrying an Unsuccessful FTP Connection on page 408 e Connecting by Dial Up Using FTP on page 409 e Changing Your MaxExchange FTP Password on page 410 If the connection fails try using the FTP Test functionality This is a method to test the FTP connection providing detailed information of why a connection fails if necessary FTP Test x FTP Test Setup IP Address DO O o Port Number fa Password za Address Book ID rT Passive Server Mode Only C Active Server Mode Only Either Mode Perform FTP Test If the FTP test is successful the fields are automatically populated with the successful test settings when you initiate a new FTP connection with the server 408 Maximizer CRM 11 User s Guide Retrying an Unsuccessful FTP Connection If you attempt an initial FTP communications session and receive notification from the program of FTP communication failure select File gt Retry FTP Server Connect to re enter your FTP settings and re establish an FTP session with
567. veuevassscccvesecensceaneslacdavesdeesesecuececnesstaacenta 23 Displaying EMtriesiss c ccsccssicactvetescecesess int ccsaseadescdtcachi cased ban eGaaralazestcs 24 My Work Day esciis tecivsssccisiecedbicdaxiciesitteciesdiiciveicensiettestian aa ap a a laste 25 eaae Me E F E E T EA 27 ELH elpisa ena a a a r a a a ity cece hades ctv Taa 27 CONTENTS ASIP E T T AE A E TE 28 Online Manual Sisin vee a ade aa a aaea aeaea a eagair 29 Sample Address BOOKS ccsssccceseeeeeeeeeceeeeceneeeeseneeeseneesseneeeesneeessaees 29 Address Book Entries cccssssceseseesseeeeseeeaeeeeneeeeeneeneaeeeaeees About Address Book Entries esccssceeeseeeeeeeeeeeeaeeeeeeseaeeeaeesneeseaeeeeeenaeen Address Book Wind OW escceeceeseeteneeeeeeeeeeeeaeeeaeeeeaeeeaaeeeeeteaeeseeeeaeeeae Choosing an Address Book List esceesceseeeeeeeeeseeeeaeeeaeeseeeeaeeeeeeaas Viewing Address Book Entries c ccccscccsseeceseeeeeeneeceeeeeeessneeeennees Adding Address Book Entries cccssccccesceeceeneeceseeeeseneeeseneeeseneeesenneeesaees Adding Companies and Individuals AGING Conta ES svcscic cries aa aa aaa aaae a a aeaea aati dahon Adding Address Book Entries from Email c cccsccesseessessseeseersnees 38 Access Rights for Address Book Entries c cccsccssessceesssesseeeseeesstens 39 Modifying Address Book Entries ccssccsscsseesssesseeeseessseesseecseessneeeseeeats 41 Adding Alternate Addresses for Address Book
568. viduals in the Address Book but you do not have the option of exporting Contacts Unlike XML format exporting to CSV and tab delimited format enables you to specify individual fields to export including Address Book user defined fields You can also export notes associated with the Companies or Individuals You have the option of exporting all notes or most recent notes gt To export Address Book entries in CSV or tab delimited format In Maximizer open the Address Book window A In the top left corner of the window click the Maximizer button and select Import Export Transfer Then under Export select Address Book Entries The Export Address Book Entries dialog box opens From the Format drop down list select Comma Separated Value or tab delimited Export Address Book Entries xs Specify export file File name Browse Format Comma Separated Value v DOS text Export option tab delimited XML M Indude field names as first record in export file r aie ee ie Pa po 4 Click Browse The Select Export File dialog box opens 5 Specify the destination location and file name for the exported file and click Save You can verify that the format you selected previously appears in the Save as type field A Save As a Save in Ji Maximizer M ct Ey Ez Name Date modified Type z e tie No items match your search Desktop T Joe Napoli C
569. vigation preferences On the Wireless Access home page click Preferences A Under Wireless Access preferences click Navigation Select or clear the Display View actions as links option e To display the actions as links in open entries select the option e To display the actions in the Actions drop down list clear the option EJ click ox Chapter 12 319 Wireless Access Creating Shortcuts to Wireless Access Sites You can create shortcuts to specific Wireless Access sites on your BlackBerry device You can set up multiple shortcuts to different sites and Address Books The shortcuts take you directly to the Wireless Access home page without requiring that you enter your login credentials You can access the shortcuts from a program installed on your BlackBerry device Installing the Wireless Access Shortcuts Application The Wireless Access server must be configured properly before installing the Wireless Access Shortcuts application on devices See the Maximizer CRM Administrator s Guide for more information You can download the Wireless Access Shortcuts application from the Wireless Access home page gt To install the Wireless Access Shortcuts application On the Wireless Access home page click Create shortcut on your Blackberry device The Shortcut to Wireless Access page opens with information about the application The page displays the URL of the current site and the database name of the current Addre
570. vities for 148 adding 183 appointments for 136 139 defaults 83 documents in 113 exporting 421 global edits 90 Hotlist tasks for 132 in Favorite Lists 94 in Wireless Access 295 299 logging notes for 106 monitoring 195 scheduling Action Plans for 146 searching for 84 strategies for 189 synchronizing 393 user defined fields for 58 viewing 181 Opportunities permissions 195 Opportunities window 15 180 opportunity notes 107 Opportunity Pipeline report 197 OR operator in formula user defined fields 82 OrderDesk 374 catalogs 382 credit card processing 385 enabling 374 item table merge fields 379 online orders inquiries 385 OrderDesk window 17 374 orders online 385 organizational charts 54 for Maximizer users 55 modifying 55 Organizer 429 outgoing call notes 107 Outlook style window layout 324 P packets converting for Internet transport 400 restricting size of 401 saving to disk 402 Partner Access 8 275 accessing 275 Address Book entries 276 cases 278 partners access to sales leads 37 in opportunities 184 notifying about cases 195 Partner Access 275 passwords 19 default 19 Escona Tutorial Address Book 271 275 279 MaxExchange FTP 415 pausing traditional campaigns 217 PBX drivers 440 PDF file format for reports 358 in the Company Library 124 PDF format for online manuals 29 Peg Board 139 141 People view SQL 484 permissions Action Plan Library 144 Customer Service 257 Opportunities 195 quotas 200 User
571. w group On the View tab select Refresh from the Window group You can access all commands from the Search menu in Maximizer CRM 10 5 on the Search tab in Maximizer CRM 11 Home Undo Search Clear Undo Repeat All Fields Options faximizer CRM Escona Tut Edit View Search Tools AP All Fields Reports a Company Last Name Recent Catalog Searches Catalog Search By am x Setup All Phone Numbers Partners B ae Web All Email Addresses Companies Individuals Check Duplicate Opportunities Cases 5 Other Fields SP Contacts Retrieve Validation The following commands appear on the Search menu in the Address Book window in Maximizer CRM 10 5 In Maximizer CRM 10 5 select Search gt Undo Search Clear Undo Repeat All Fields Last Catalog Searches gt Catalog Search Last Catalog Search gt Reset Last Searches In Maximizer CRM 11 On the Search tab select Undo Search from the Options group On the Search tab select Clear Undo from the Options group On the Search tab select Repeat All Fields from the Options group On the Search tab select Recent Catalog Searches from the Catalog group and select a saved search On the Search tab select Recent Catalog Searches gt Reset Last Searches from the Catalog group In Maximizer CRM 10 5 select Search gt All Fields Last Name First Name Company All Email Addresses
572. was subscribed to the campaign Date when the next campaign activity for the Address Book entry should be processed Applies to ongoing campaigns Not in use Next campaign activity to process for the Address Book entry Not in use Not in use The AMGR_CSCases View stores information about customer service cases Note This view supports insert modify and delete actions and supports MaxExchange transaction journalling Table 9 AMGR_CSCases View Field Name Data Type Record_Id Integer Len Foreign Table Ref 4 Description and Rules Table 9 Field Name Data_Machine_ld Sequence_Number Record_Type Case_lId Case_Number Client_Id Client_Number Contact_Id Contact_Number Status Priority Severity Type Reason Origin AMGR_CSCases View Data Type Len Numeric 9 Numeric 9 Integer 4 String 23 Integer 4 String 23 Integer 4 String 23 Integer 4 Integer 4 Integer 4 Integer 4 Integer 4 Integer 4 Integer 4 Appendix B 499 Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR Client Client_Id Contact_ Number AMGR Client Client_Id Contact_ Number Description and Rules 0 Customer service case 1 Customer service user Unique customer service case identifier Case_Number is always 0 Reference to client Reference to default contact Case status 57999 Unassigned 57998 Assigned 57997 Escalated 5
573. wing window to view the opportunities associated with the entries selected in the Address Book window The Quotas window allows you to keep track of your sales quotas You can view the forecast weighted and won revenue of your opportunities compared to your quota for each month quarter or year The Campaigns window allows you to create and manage both traditional and automated campaigns Marketing efforts are easily coordinated amongst your marketing teams And through the use of campaign templates you can create campaigns quickly by modifying the campaign elements The Automated Campaigns following window displays all automated campaigns for the current entry in the Address Book window 16 Maximizer CRM 11 User s Guide Customer Service Ea Knowledge Base a Hotlist KAN Calendar The Customer Service window supports and enhances your existing customer service business processes All Address Book entry issues can be recorded categorized and escalated appropriately to ensure issues are dealt with in a timely manner The Customer Service window is tightly integrated with the Knowledge Base window When a case is resolved you can enter an explanation of how the case was resolved and save the article in the Maximizer Knowledge Base The Customer Service following window displays the customer service cases associated with the current entry in the Address Book window You can add and modify cases for the selected e
574. working with lists in Maximizer e Types of Entries on page 22 e Selecting Entries on page 23 e Displaying Entries on page 24 Almost all of the information displayed in Maximizer is displayed in a list including notes and documents attached to entries email messages and Calendar appointments Maximizer contains main modules that list the following types of entries e Address Book entries The main type of entry in Maximizer they include Companies Individuals and Contacts that are attached to Companies or Individuals e Opportunities Entries to keep track of sales opportunities they are associated with Address Book entries e Customer service cases Entries to keep track of customer service information they are associated with Address Book entries e Campaigns Entries to keep track of traditional and automated campaigns Selecting Entries You can customize the color of current and selected entries On the Setup tab select Window gt Window Settings gt Set Color gt Current All Window from the Workspace group Chapter 2 23 When you click on an entry it becomes the current entry marked with an arrow to the left of the entry Most commands are performed on the current entry The entries listed in the following windows depend on the current entry You can also select multiple entries to perform commands on many entries at the same time The current entry may or may not be one of t
575. would like it you can click the Catalog button to save the export list for future exports In the Export Catalog dialog box click Add to create a new saved export list or click Save to overwrite an existing export list The Retrieve button opens an existing export list Exporting Customer Service Cases You can export customer service cases their associated Address Book entries as well as any related user defined fields notes or documents Exporting customer service cases exports any cases that have been selected in the Customer Service window or all cases in the list if none are selected The export file can be either Maximizer XML Interface MXI or XML format MXI and XML files are both in XML format However you can import into Maximizer with MXI files more easily than XML format To You can also export customer service cases from the Export Address Book Entries dialog box but doing so only exports cases associated with the exported Address Book entries For more control over which cases are exported use Export Customer Service Cases Formula user defined fields are exported as alphanumeric date or numeric user defined fields The values are exported but they will not be recalculated after export Chapter 17 427 import an MXI file simply double click the file and it automatically handles the import The Export Customer Service Cases dialog box includes the following options y Include UDFs exp
576. xes e Contents Help Online step by step instructions with a table of contents an index and search e Online manuals On screen versions of the printed documentation that you can read using Adobe Acrobat Reader Whether you are looking for help using a particular dialog box or looking for instructions on how to perform an activity you can always find what you are looking for in the Help Maximizer Help provides not only step by step instructions for each module but also detailed descriptions of every control in every dialog box and window The following sections contain additional information on getting Help in Maximizer e F1 Help on page 27 e Contents Help on page 28 e Online Manuals on page 29 e Sample Address Books on page 29 If you come across a window or dialog box you don t know how to use press the F1 key to see brief descriptions of the window or dialog box options Frequently F1 Help topics have convenient links to related step by step instructions From the F1 Help window you can search the module s F1 Help for information on other windows dialog boxes or features simply enter a keyword Keep the following points in mind when using the F1 help Enter a keyword and click List Topics to search for topics containing the keyword 2 Topics containing your search keyword are displayed in the list 28 Maximizer CRM 11 User s Guide Click Display to open the selected topic
577. y 18 2010 3 51PM History Case HQ 00038 has bee 604 601 8001 Amelia Island FL 32034 created Training Reques Personal January 18 2010 3 51PM History Added user defined fieic Service Date with the ve ES OrderDesk Recent Entries as 4 m Pla m Press FL for Help User INAPOU Friday March 19 2010 _ 311 PM Viewing Customer Service Cases You can view and modify existing customer service cases in your Address Book from the Customer Service window or from the Address Book entry associated with the customer service case gt To view a case from the Customer Service window Select the Customer Service icon to open the Customer Service window The Customer Service window opens A If necessary select an option from the Show drop down list Double click on an entry to open it The Case dialog box opens displaying the details of the case 248 Maximizer CRM 11 User s Guide HQ 00039 Case for Astor Wines amp Spirits E fE Favorite List J E E Monitoring E X Actions Basic Information User Defined Fields Activities Solution Information amp Biling Company Individual Astor Wines amp Spirits Contact Mccoy Della E Case description Case number HQ 00039 Elapsed time 2 0 months Products Services AJl Categories Subject Training Request Description We require training for all our representatives and all partners Product knowledge is low and volume is n
578. y opportunity entry The cost fields in the opportunity are always displayed in the corporate currency In addition to adding currencies you can also modify and delete currencies from the currency library using the buttons in the Currency Library dialog box When you modify an exchange rate for a currency the new rate is applied only to new opportunities The format of currency symbols and ISO codes are determined by settings in your operating system You can adjust the currency formats from the Control Panel Any changes to the currency formats are applied immediately to Maximizer currency fields Maximizer CRM 11 User s Guide 194 gt To add a currency to the currency library On the Setup tab select Template Library gt Currency Library from the File Management group The Currency Library dialog box opens Currency Library es Entry currencies Code Description Rate Rate Last Modified Add Ey Uso US Dols 7 00000000 2007 10 CAD Canadian Dollar 1 00000000 2007 10 13 Modify Delete 4 T Denotes corporate currency Cancel H click add From the Currency drop down list select a currency The ISO code is entered automatically but you can change this field or leave it blank if necessary For example you may want to use US rather than USD for the US Dollar 4 Enter the currency Exchange rate This is the value of the currency in comparison with the corporate currency
579. y you when a critical situation has occurred that requires your attention or when you surpass a goal that you set for your team The following sections contain information on working with dashboards e Viewing Dashboard on page 340 e Setting Up Dashboards on page 341 e Creating Dashboards on page 342 e About Indicators on page 343 e Adding Indicators to Dashboards on page 346 e Customizing Indicator Controls on page 350 e Moving and Resizing Dashboard Indicators on page 351 e Modifying Dashboard Properties on page 352 e Importing Dashboards on page 352 You can view dashboards from the Dashboards tab in the My Work Day window If the dashboard you want to view is not displayed select it from the drop down list Note that you must have read permission for Dashboards to access the Dashboards tab gt To view a dashboard Select the My Work Day icon and select the Dashboards tab A From the drop down list select the dashboard you want to view Chapter 14 341 The selected dashboard is displayed in the My Work Day window My Work Day Dashboards EJ settings joe s Dashboard v z Fl Save AlSaveas Properties v Prit S Dashboard Wizara Import 4c Refresh My follow up deadline is approaching 05 01 2010 12 31 PM Shc te HH Meet with Patsy to confirm deal 17 02 2010 11 30 AM i Customer Service Meeting 17 02 2010 3 00PM Phone La C
580. ynchronize with the following exceptions e Ifan instance of a recurring appointment occurs within the specified date range all instances of the recurring appointment will be synchronized e If a task is scheduled prior to the specified date range but the Carry forward unfinished tasks option is selected the task will be synchronized You can also specify whether to synchronize private appointments and or tasks Recurring Appointments Recurring appointments in Microsoft Outlook synchronize to Maximizer as recurring appointments unless they have no end date If the recurring appointment has no end date only the first occurrence synchronizes with Maximizer not the recurrences To synchronize recurring appointments with Maximizer always provide an end date Note that while it is possible to modify the Private property of a single instance of a private appointment in Maximizer this property can be changed only for the entire series of recurring appointments in Outlook Therefore if you change the Private property of a single instance of a recurring appointment in Maximizer this change will not be synchronized to Outlook Recurring Tasks If you synchronize a recurring task from Outlook and then mark the task as complete in Maximizer Maximizer cannot create the next instance of the recurring task You should mark the task as complete in Outlook which will create the next instance of the task and then re synchronize wit
581. you apply conditional formatting to numeric user defined fields You can choose the same data bars color scales and icon sets that are available in Excel See the Excel documentation for more information on conditional formatting Note that reports exported to Excel are not dynamic meaning they do not automatically update when changes to the exported entries are made To update an exported report repeat the export process gt To export entries to Excel Create a list of entries or select specific entries to export A Select a column setup and apply a coloring rule to use for the export On the Tools tab select Export to Excel or Advanced Export to Excel from the Office group Chapter 14 361 4 If you are performing an Advanced Export to Excel select the conditional formatting to apply to each column and click OK Only columns that display numeric user defined fields are listed To apply the conditional formatting to total cell as well as the summed cells in the column select Include Totals Excel opens and displays the selected entries 5 To keep the report save it to your computer with a unique file name Graphing and Charting Creating a good presentation is about having good information and presenting it well When you need to create attractive and meaningful graphs or charts for your presentation and you need them quickly Maximizer can do the job Maximizer gives you the ability to track your customers
582. your Address Book and then choose entries for the Automated Campaign lt c Conos 5 Select the date to begin the campaign and click Next Chapter 9 Start Date fey 5 When should this campaign start Chosen start date April 23 2010 z speling lt Back next gt Cancel 6 Select the Validate email addresses option to be notified of any blank email addresses or those missing the symbol or choose Validate fax numbers to be notified of invalid fax numbers Click Next Save Automated Campaign You have finished creating a new campaign Press Finish to save and activate this campaign Fixed Date Automated Campaign Name Email Campaign Summer 2010 Description Email campaign to send to new leads promoting our summer offerings Template Email Campaign 2010 Escona Wines Budget 500 00 Expected Revenue 7500 00 Address Book Entries 6 Start Date 4 23 2010 V Validate email addresses spel lt Back J Frin canei _ Click Finish to save and launch the campaign 231 232 Maximizer CRM 11 User s Guide Viewing Automated Campaigns You can view and modify the details of existing automated campaigns gt To view an automated campaign In the Campaigns window double click on the automated campaign Filter Automated Campaigns HARA Type Status Name Template Revenue Budget Start Date Completion Dat
583. ze limit consult your network administrator or email documentation For no limit on data packet size leave the field blank Click OK MaxExchange Remote ensures that no subsequent data packets are larger than the size you specified Disabling the Partial Packet Warning Message If you set a maximum packet size above packets created by MaxExchange that are larger must be split into multiple packets that do not exceed the maximum size Until all such partial packets are received the distribution site cannot process any of the complete packets parts When MaxExchange Remote cannot process because all of the partial packets are not received it displays a Partial Packet Warning dialog The Show Partial Packet warning dialog is enabled on installation When this warning dialog is enabled you must respond to the dialog before other packet processing can continue If the warning dialog is disabled packet processing can continue without your response but partial packet occurrence may go unnoticed gt To disable the Partial Packet Warning dialog Select Edit gt Email Preferences A Deselect disable the Show Partial Packet Warning checkbox Click OK 402 Maximizer CRM 11 User s Guide Saving Outgoing Packets to Disk When necessary you can save outgoing data packets to disk such as floppy diskettes or other removable media so the packets can later be imported by the MASTER user into the MaxExchange server gt To

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