Sage Software Network Router 5.8 User's Manual
Contents
1. The communication list for that day is displayed Now you can select the link of the Communication you want to view and review the Communication Summary page in the usual way 4 6 Sage CRM Doing Your Work Changing the Status of a Communication As well as viewing information on your tasks and appointments you can update their status To change the status of a meeting from Pending to Complete 1 Openthe Communication Summary page Communication Summary page 2 Select Edit from end of the page The Communication Edit page is displayed f NOKIA WA CornrunicationEdit N Pending Save Summary Main menu MOptions Communication Edit page 3 Change the Status to Complete and select Save The status of the communication is changed to Complete Wireless Mobile Guide 4 7 Finding and Progressing an Opportunity Finding and Progressing an Opportunity There are a number of ways to find an opportunity as follows From the Company Summary page select the Opportunity link to view a list of Opportunities associated with that company From the Person summary page select the Opportunity link to view a list of Opportunities associated with that person From the Main Menu select Opportunity choose the search criteria you wish to apply and select the Search link A list of Opportunities that match the search criteria you specify is displayed Example Closing a Sale 4 8 Sage CRM To search for an2. sends a string to CRM to tell it which Field HTIP Content Type Supports HTML Frames Device Image Extension Device Code Page Device Max Rows Mapping User Agents CRM typically maps useragents automatically It is unlikely that you will need to map them yourself Making Devices Known to CRM Description type of markup language it uses This is similar to the HTTP Accepts field Specifying a markup language in this field ensures that when CRM sends back a reply to the device it tells it which markup language it is sending Specify whether or not the device you are setting up supports HTML frames Specify the image extension jpg gif png etc to be used with the device Specify the character set For example shiftjs or utf8 Specify the maximum number of rows that can appear in a grid Every mobile device has a user agent which describes the device to CRM You only need to map a user agent to a device if the device is not already known to the CRM system If you do not map a user agent to the device CRM determines which user agent the device uses and maps it automatically To map a user agentto a device 1 From Administration Advanced Customization Devices select a device from the list of devices by clicking on its hypertext link Administration gt Advanced Customization gt Devices 4 Devices Page 1 of 1 Administrative Description User Description Large Display WML WA
3. Type Design Right in the Company Name field and select the Find action button 3 Click on the hypertext link of Design Right to display the Summary page 4 Select Opportunities from the list in the context area A list of opportunities linked to Design Right is displayed Wireless Mobile Guide 3 5 Adding Customer Information um TETT Company Opportunities Design Right Inc Description Lj CO Users plus rs us Gees pussonctozpesensin Status IN Progress v Me 00 E Opportunity linked to a Company 5 Click on the status icon to view the opportunity details Adding Customer Infonmation This section explains how to add customer information and gives an example of adding a new contact to an existing company To add infomation 1 Click on the New button from the top of the screen 2 Select the item you want to create from the context list Options available are Company Person Individual Case Opportunity Communication and Lead 3 Type the details in the input form 4 Select the Save button from the context area Example Adding a Person to a Company To add a person to an existing company 1 Find the company you want to add the new contact to 2 When the Summary page for the company is displayed select Person from the list in the context area 3 6 Sage CRM Adding Customer Information m TET a Design Right Inc Title Phone Sales ah 1 212 736 Barrow anag
4. accessing CRM via a dial up connection Once the CRM welcome screens have displayed you can log on as normal Logon password E NENNEN Logon Logon CRM Logon The CRM Main Menu is displayed CRM Main Menu Explain the prerequisites for WAP browsing CRM from a PDA Set up a connection for an ISP from a PDA Establish a connection to the Internet Use a WAP browser to access CRM from a PDA Wireless Mobile Guide 5 5 CRM Document Version Code IMP WMG ENG 580 1 0
5. an Opportunity 0 eee eee eee 4 8 Example Clos ar all eu e ded ed edes fos ded eda en sa Od essen di ded dades 4 8 Finding and Progressing a Case ooocccoocccccoocccc e 4 9 Example Progressing a Case ooooccccoccccccooccc e 4 9 o ATO CM ICTU 4 9 Chapter 5 WAP Browsing CRM from a PDA Frereguisites oos Uere deti reor REA E an 5 1 Sen UPC ONE CLONE QE qu dte 9 2 A TUI TOU Db ee Sees eee ee ed ae ENTER REREREREN 9 4 WAP Browsins Tom DAS SA NA da 5 5 NOW VOUPCAI aa a oet PUDOR PRU PUPA pp Pret Pubs 5 5 i Sage CRM Chapter 1 Introduction This guide is for Users and System Administrators Please note that while the document refers to Sage CRM CRM or the CRM system throughout all functionality covered is also relevant to Sage CRM MME Sage Accpac CRM and Softline Accpac CRM We assume that Users operate PDA devices or WAP enabled mobile phones Familiarity with using Sage CRM over a standard Web browser would also be helpful although not essential System Administrators are fully conversant with the User Guide and System Administrator Guide Introduction Sage CRM s Wireless Mobile solution allows you to work online with CRM from a mobile device such as a PDA Personal Digital Assistant or a WAP enabled mobile phone Mobile Phone To work online with a mobile phone it needs to be enabled for WAP and configured to connect to the company s CRM system through a WAP gateway WAP gateways make
6. eom PEPPER een ebePP RP eterne beret Chapter 3 Working with CRM from a PDA Eon AD AA EOSIN OH titi Movie TO el scc eeu iet idad ieee eae nie Sure ewe Sere een ie The Basic Sereei Elements cout ds Finding Information ooocccoccc e Example nd moa Er te et e reed tete es ted tete nt dee ea Example Emdns an Opporl nity us esee err 2500 a ern Adding Customer Information zusagen ee Example Adding a Person to a Company 00 eee eee eee eee Dira cdoteter E tas tuU tee UEM cuc tee Nay sat ne tour Calendar susanne ern An Ban Wireless Mobile Guide Managing Leads Opportunities and Cases 0 0 cee eee 3 10 KOPOU seened cas dais lists dois ES ig LM dud MIU dM OM eI S 3 11 Iunio EREDO esisi er Ob the LE eon tee eee SLE SUE 3 11 Dashboard ee ee Mera eee dodo ds M dM E d ide 3 13 Synchronizing with Microsoft Outlook 0 eee ees 3 14 NOWSVOUCauE ocular bibi 3 14 Chapter 4 Working with CRM from a Mobile Phone MOV ALO A aeo e dee EL EEE O e AE EER IES IIA 4 1 Basic Navigation Elements amp coooeoodo DIUI DES SEIEN II Ian 4 1 BOC I O E A re EE 4 1 Finding Contact Information ss Ra 4 2 Sec Tor a Person ee 4 3 Dear chinor Oma ONIpany oen tt en re teten teens teten 4 4 PO OUr WOIE LM ee 4 5 Navisatine your Communications List serien 4 5 Navigating your Calendar 0 ccc e 4 6 Changing the Status of a Communication 0 0 0 0 eee eee eee eee 4 7 Finding and Progressing
7. opportunity by finding the company to which it is linked la 2 Select Company from the Main Menu Type the company name in the edit box and select Search Select the company from the list of companies matching your search criteria Scroll to the end of the Company Summary page and select Opportunities A list of opportunities linked to the selected company is displayed Select the sales opportunity you have been working on The Opportunity Summary page is displayed Scroll down the Opportunity Summary page and select the Progress link EE Oppo Summary Janet Andrews Communications Main menu Opportunity Summary Progress Link When the Oppo Progress screen displays select Progress from the list of available actions From here you can you can change the values of the following Stage Status Forecast Certainty 7o Assigned To Channel Priority Close By Sales Analysis You can also add a tracking note if you wish Finding and Progressing a Case i NOKIA f Ie OppoProgress status Won State Sale Closed Search Options Back a Opportunity Progress Change the Status to Won and the Stage to Sale Closed Add a tracking note providing additional information and click the Save link The sales opportunity is updated Finding and Progressing a Case There are a number of ways to find a case as follows From the Company Summary page select the Case link t
8. other mobile devices There are a number of screens and lists in Administration Customization Entity that are specific to WAP Their names are all prefixed with WAP You customize WAP screens and lists in the exact same way as you would a standard desktop screen or list In addition you need to ensure that the screen or list is definitely a WAP screen that is if the name is prefixed by WAP The following W AP screens and lists are available in CRM WAP Company Box Long WAP Company Box Short WAP Company Search Box WAP Company Grid WAP Person Box Long WAP Person Search Box WAP Person Grid WAP Person List WAP Address Box WAP Communication Search Box WAP Communication Box Long WAP Communication Summary Screen WAP Communication Email Box a WAP Communication Status Box Wireless Mobile Screen Customization WAP Communication List WAP Communication To Do List WAP Opportunity Search Box WAP Opportunity Summary WAP Opportunity Grid WAP Opportunity Detail Box WAP Case Search Box WAP Case Summary Screen WAP Case Detail Box WAP Case Grid WAP Case Progress Box Wireless Mobile Guide 2 9 Now you can Now you can 2 10 Sage CRM List the mobile devices supported by CRM Get URLs for accessing CRM Make devices known to CRM Customize Wireless Mobile screens Chapter 3 Working wrth CRM from a PDA In this chapter you will learn about Logging on and loggin
9. section explains the different areas of a Wireless Mobile screen for PDAs Menu Button company MN nod Compan Person Context Area ase Opportunity Context List Lead Hypertext Link Title a DT SBP ces l SE anager ili Menu Buttons You can move directly from one work area to another using the Menu Buttons at the top of the screen Menu Buttons remain the same regardless of the context you are working in Action Buttons As you work with the system you will need to change the data For example update contact information progress sales opportunities and so on Action Buttons enable you to do this The Action Buttons available to you change depending on what context you are in Hypertext Links You can jump from one page to another using Hypertext links For example when you click on a person s name the Summary page associated with that person is displayed Context List These options help you move quickly from one context to another during the course of your work For example when you are reviewing your Calendar you may want to quickly switch to your pending opportunities or cases The Context List allows you to do this Context Area This area of the screen contains the Context List and Action Buttons Wireless Mobile Guide 3 3 Finding Information Finding Information This section explains how to perform a basic search and gives some examples of how to find specific information To find informa
10. system administrators need to take in order to access CRM from a PDA or mobile phone How to work with CRM from a PDA How to work with CRM from a mobile phone WAP Browsing froma How to WAP browse CRM from a PDA PDA Chapter 2 Getting Started In this chapter you will learn about Mobile devices supported by CRM URLs for accessing CRM Making devices known to CRM Customizing Wireless Mobile screens Prerequisites To use CRM s Wireless Mobile solution you need CRM installed on a server with a valid Wireless Mobile license key Mobile devices for users To have enabled users for mobile access Connectivity from the mobile devices to your corporate network the Internet or WAP gateway see Introduction in Chapter 1 URLs set up by the Network Administrator for access to the CRM system from inside and outside your corporate network To make the different mobile device types known to your CRM system To consider customizations to be made to such areas as screens lists tabs and the Dashboard for improved viewing on mobile devices Wireless Mobile Guide 2 1 Mobile Devices Mobile Devices Enabling Users In addition to all WAP enabled mobile phones CRM s Wireless Mobile solution supports the following PDA devices Device Example Pocket PC HP iPAQ Other Any other mobile device with a browser that supports WML 1 1 All users who want to access CRM from a mobile device need
11. the Search link A list of all your pending communications for today is displayed Pending Communications To find the specific communication you want to view scroll down the page You can also find more communications by selecting the Next Day Week Previous Day Week or New Search links Once you have found the communication you want to view select that communication s link to get more information on the specific task or meeting Wireless Mobile Guide 4 5 Doing Your Work The Communication Summary page for the communication is displayed When you scroll down the page you can view the status action type date time and details of the communication In addition you can select The Continue link to return to the list of Communications that were returned from your search The Edit link to change the status of the Communication The Main Menu link to return to the Main Menu Navigating your Calendar To navigate to your Calendar 1 Select Communications from the Main Menu 2 From the Communication Search page select the Calendar link A calendar displays for the current month organized per week If you have any tasks or appointments for a specific week the calendar entry is prefixed by A for appointments or T for tasks CRM Calendar 3 Selecta week in which you have appointments or tasks A list of days is displayed 4 Selecta day in which you have an appointment or task A or T
12. Make New Connection Enter a name For the connection My Connection 2 Select a modem Generic IrDA modern Baud Rate Make New Connections screen Click Next Page one of the My Connection screen is displayed Fill in the phone number details supplied by your ISP for dialing up to their service and click Next Setting Up a Connection My Connection Country code rea code Phone number 604000 My Connection Page One Page two of the My Connection screen is displayed The default settings on this page should be suitable but you can change them if you wish My Connection Cancel call if nat connected within 120 seconds Wait for dial tone before dialing Wait For credit card tone la seconds Extra dial string modem commands My Connection Page Two Click on the Finish button Open the Modem Connections screen and click on the Dialing tab at the bottom of the page Make sure that the values in the Local Settings fields are correct and click the Dialing Patterns button Modem Connections Local Settings Area code a Tone dialing Country cade 7 Pulse dialing Disable call waiting dial Dialing Patterns Connections Dialing Modem Connections screen From the Dialing Patterns screen complete the dialing patterns fields The example below specifies that for local calls the WAP phone will dial 0 then the area code and phone number specified in Step 6 Wireless Mobil
13. P Monochrome Pocket HTML Pocket HTML Small Display WML WAP Devices list WAP Phone with large screen New Device PocketPC Pag etc with black and white screen PocketPC iPaq etc with color screen View z unassigned WAP Phone with small screen user agents The Device input form is displayed Wireless Mobile Guide 2 5 Making Devices Known to CRM Device Administrative Description User Description Pocket HTML PocketPC iPaq etc w kd Save XSL File Name Based on device BasicHTML XSL y None y o Cancel HTTP Accepts HTTP Content Type Q Help Supports HTML frames Device Image Extension Device Code Page Device Max Rows User Agents Existing user agents clear to delete No user agents found Type a new user agent then click add amp aad Device Input form Type a user agent in the Type A New User Agent field User Agents Existing user agents clear to delete No user agents found Type a new user agent then click add Mozilla 2 0 compatible MSIE 3 02 Windows CE 240x320 aad User Agent field Click the Add button The user agent is mapped to the device Mapping Unassigned User Agents There may be some user agents specified in CRM that have not yet been mapped to devices 2 6 Sage CRM To map an unassigned user agent 1 From Administration Advanced Customization Devices select the View Unassigned User Agents button The Unassigned User Agen
14. Sage Accpac CRM software Sage Accpac CRM 5 8 Wireless Mobile Guide O Copyright 2005 Sage Technologies Limited publisher of this work All rights reserved No part of this documentation may be copied photocopied reproduced translated microfilmed or otherwise duplicated on any medium without prior written consent of Sage Technologies Limited Use of the software programs described herein and this documentation is subject to the End User Licence Agreement enclosed in the software package or accepted during system sign up Sage and the Sage logo are registered trademarks or trademarks of The Sage Group PLC All other marks are trademarks or registered trademarks of their respective owners Contents Chapter 1 Introduction o A EEE EEEE E EEE EENET Sa EEE a ra ETO ET P eR E E A cee he ee A A Chapter 2 Getting Started NEC ROC SIUC e eee de T e e e a cee Mobile DEVICES pd rrr Enable Urra es eee ee es ds lacas URLs for Accessing CRM ooccccccccc n ence ene e eens Making Devices Known to CRM 0 02 e Se a2 UPINE WEIN ICE e ere Mapping User JABEIISA eeactmecieenREEEREKEREERBEREFARRRRRERERNAEZNRERNRERGXRaXSS Mapping Unassiened User AS d ete EHE IERI Wireless Mobile Screen Customization ssleeeeseee ees Customizing PDA Sereens S en nee det etus roe eU e de E Customizing a Dashboard on Mobile Devices ooocccocccccocccccooocco Customize MAT Scree occi otuueto ope iris uito cee eu ee NOW VOUS des
15. e Ill CasesOpen By Company Report Chart You may need to scroll down to view the full report details CasesOpen By Company Report Detail 3 12 Sage CRM Dashboard Dashboard Note You can run any reports that you have created in CRM from your desktop on your mobile device You run them in the same way as you run sample reports You can define the Dashboard you want displayed on your PDA from your desktop To selecta Dashboard for your PDA 1 2 From your desktop open My CRM Dashboard Select the Dashboard you wish to view on your PDA from the Dashboard drop down list The Dashboard Content page is displayed Click on the Edit Dashboard Details button The Dashboard Details page is displayed Select Set As Mobile Dashboard and then click on the Save button The Dashboard you have selected will be displayed when you view the Dashboard from your PDA Please refer to the User Guide for more information on creating and adding content to dashboards To view a Dashboard from your mobile device 1 2 Select the My CRM button if you are not already in the My CRM context Select Dashboard from the list in the context area Your preferred Dashboard is displayed My CRM Company Forecast Description a Li 171 Dashboard content Wireless Mobile Guide 3 13 Now you can Synchronizing with Mic rosoft Outlook Now you can 3 14 Sage CRM You can synchr
16. e 1 Click on the New menu button and select Lead Opportunity or Case from the list in the context area Mew Opportunity Lo Cork sink Fr a New Opportunity 2 Type the details in the input form You ll need to scroll down ol to complete all of the details 3 Select the Save action button from the context area Alternatively you can find a specific person or company and link the lead case or opportunity to it 3 10 Sage CRM Reporting Running a Report Reporting To update an existing lead opportunity or case 1 Find the lead opportunity or case and open the Summary page Opportunity 2 Stage Resetistin Forecast Old Opportunity Summary page Select the Edit action button from the context area Make the changes and select the Save action button from the context area CRM includes sample reports in various categories for example Sales and Customer Care You can run the reports on your PDA by selecting the Reports button To run a sample report 1 2 Select the Reports button The Reports page is displayed Select a category from the Select Category list A list of reports available in that category is displayed Wireless Mobile Guide 3 11 Reporting Select Customer Care category Select Report toric Select Report page 4 Click on the hypertext link of the report you want to run The report is displayed Devi eH we ja
17. e Guide 5 3 Connecting Connecting 5 4 Sage CRM 10 Dialing Patterns For local calls dial For long distance calls dial For international calls dial 0 0 80 6 E e country code F F area code 5 9 number Dialing Pattems screen Click OK You are now ready to use a WAP browser from your PDA The following steps describe how to connect to the Internet from an iPAO but you can do this from any PDA device using your mobile phone as the modem Refer to your PDA user guide for device specific instructions To connect ip the Intemet 1 Align your WAP phone and your iPAQ so that their infrared ports are facing each other Activate the Infrared functionality on your WAP phone From your iPAQ select Start Programs Connection My Connection Enter the User ID supplied by your ISP in the User name field and type the password in the Password field Click the Connect button Your WAP phone starts dialing and the number is displayed on the phone Make sure that the number your phone begins dialing is correct If it is not you will need to go back and check that the phone number details and dialing settings you specified are correct A notification displays to confirm that you are connected WAP Browsing from a PDA WAP Browsing from a PDA To start WAP browsing from a PDA 1 2 Now you can Open the WAP browser Type in the URL supplied by your System Administrator for
18. ents on your WAP enabled mobile phone before you can log onto and work with CRM A Nokia 6800 mobile phone is used for illustration purposes in this document but you can use any WAP enabled mobile phone Basic Navigation Elements Logging on Edit box NOKIA 4 N Company Searc 1 FLOmpany Mame 1 Search Main menu Link Options Back E lt a u j Navigation Elements Links Enable you to move from one page to the next Edit Boxes Enable you to enter text or select from a list of options Edit boxes have square brackets around them To log onto CRM from your WAP phone 1 Enter the URL given to you by your Systems Administrator This usually looks like this Wireless Mobile Guide 4 1 Finding Contact Information 2 http companyipaddress yourserver yourapp Bookmark the link The CRM Logon page is displayed NOKIA CRM Logon pss x on Options Back a CRM Logon page Select the Logon edit box and enter your Logon ID and press on the left hand button below OK When the CRM Logon page is displayed enter your Password and click on the left hand button Scroll down and select the Logon link at the end of the page The CRM main menu is displayed pportunity Lase CRM Main Menu You can now start using CRM Note You can be logged onto CRM on your mobile phone and your desktop simultaneously This means you can enter data i
19. er 4450 Company Add Person Select the New button from the context area Complete the person details and select the Save button in the context area Note You can link opportunities cases leads and communications to companies in the same way WirelessMobile Guide 3 7 Doing Your Work Doing Your Work You can schedule tasks and appointments for yourself or for a colleague that are not linked to any particular entity You can also create appointments and tasks that are linked to specific companies people opportunities cases and leads This section provides an example of both and it provides an overview of how to manage your personal calendar Navigating Your Calendar When you log onto CRM your daily Calendar is displayed You can switch between daily weekly monthly and yearly views of your Calendar using the list in the context area If you are not currently in the Calendar context you can move to it by clicking the My CRM menu button at the top of the screen My CRM CRM Calendar Gray shading indicates the current time or date in the daily and weekly views respectively The daily and weekly views are divided into Appointments on the top half of the page and Tasks on the bottom half of the page you need to scroll down to view tasks Filter criteria apply to the calendar if the Status field is set to Pending you will only see pending tasks and appointments in your calendar The Next and Pr
20. evious arrows allow you to scroll to the next page of the view you are in To create a new task within the daily view select the New Task hyperlink To create a new appointment 3 8 Sage CRM Doing Your Work Select the time the appointment is due to take place Then fill in the details You need to scroll down to complete all the fields You can assign it to a colleague by selecting their name from the User field When you save it the communication is saved in your or your colleague s My CRM work area wc vi kl LAN Details Weekly Sales Meeting Pending 10 20 2005 11 00 End Time 10 20 2005 11 30 New Appointment Clicking on a specific date on the weekly and monthly views takes you to the daily view for that day Clicking a week in the monthly view takes you to the weekly view for that week Clicking a month in the yearly view takes you to the monthly view for that month You can create a communication that is linked to a person company opportunity case by Opening the summary page for the person Selecting Communication from the list in the context area Selecting the New action button When you fill in the details and save it the communication is saved within the context of the company Wireless Mobile Guide 3 9 Managing Leads Opportunities and Cases Managing Leads Opportunities and Cases To create a new lead opportunity or cas
21. g a company is similar to the procedure for finding a person To search fora company 1 From the Main Menu select the Company link 2 When the Company Search page is displayed select the Company Name edit box The Text input screen is displayed 3 Enter the first letter of the company name and then select the Search link The Company Search result page is displayed showing a list of all the companies in CRM that match the search criteria 4 Select the link of the company whose details you want to view 5 The Company Summary page is displayed If you scroll through the details this page shows you address phone fax and e mail information for the selected company Company Summary page Scrolling to the end of the page enables you to view opportunities communications cases and related people for the company or return to the Main Menu Doing Your Work Doing Your Work You can keep track of your appointments and tasks in calendar or list mode Navigating your Communic ations List To display your c unent list of tasks and appointments 1 Select Communication from the Main Menu The Communication Search page is displayed Communication Search page You can set View Mode to Day or Week and you can set the Status to Pending Complete Cancelled or All In addition when you scroll down you can set Show Tasks to Appointments Only Tasks Only or All Once you have specified the search criteria select
22. g off Basic screen elements Searching for information Adding customer information Managing your calendar Managing leads opportunities and cases Viewing reports Selecta Dashboard for your PDA Synchronizing with Microsoft Outlook Logging On You can reach the Logon page in this way 1 Open your Web browser and enter the URL given to you by your system administrator If you already access CRM from your desktop type in the URL you normally use This usually looks like this http youripaddress yourapp The Logon page is displayed User Name admin Password Copyright 1997 2005 Sage Technologies Limited All rights reserved ACCPAC Licensed to Panoply Version 5 5 CRM Logon page Wireless Mobile Guide 3 1 Logging Off Logging Off 3 2 Sage CRM 2 Enter your User Name and Password and click the Log On button You are logged on By default a successful logon displays the My CRM Calendar for today My CRM Zo actober ud Da Top PECES Es S view Tools 4 4 23 ca XJ E CRM Calendar To log off 1 Select the Log Off main menu button at the top of the screen You are also automatically logged off if you close the browser window or navigate to another site within the same browser window Moving Around Moving Around To effectively move around a CRM system using a PDA you need to be aware of the different areas of the screen The Basic Screen Elements This
23. in customizing Screens Lists or Tabs you need to select the correct device type from the devices list This list is displayed on the Screens Lists and Tabs pages in Administration Customization lt Entity gt Devices Desktop HTML r Pocket HTML default for unknown devices Monochrome Pocket HTML Small Display WIL WAP Large Display WML WAP Devices list For more detailed information on screen list and tab customization please refer to the System Administrator Guide Customizing a Dashboard on Mobile Devices You may need to customize a Dashboard for PDA users For example you may decide to limit the content available to them and you may want to configure a default Dashboard screen for mobile users For more information on setting up a Dashboard for users please refer to the System Administrator Guide Wireless Mobile Guide 2 7 Wireless Mobile Screen Customization To enable disable the availability of a block to mobile Note An EIS or DPP license is required for block customization 1 Select Administration Customization Entity Blocks and open the Maintain Block Definition page for the block you want to enable or disable for mobile users 2 Selector uncheck the Available To Mobile checkbox and click the Save button Customizing WAP Screens 2 8 Sage CRM The way in which you access WAP screens and lists in order to customize them is different from the way you customize screens for
24. it possible for WAP devices to communicate with Web servers for example the server on which CRM resides Most mobile phone operators provide a WAP gateway service Once you have secured access to a WAP gateway contact the operator for instructions on how to set up the mobile phones to use the gateway You then need to provide users with information on how to set up their phones If a firewall has been installed at the implementation site you need to take steps to ensure that traffic directed to the CRM server via the WAP gateway gets through If the server is configured to allow access from all HTTP traffic that is if port 80 is open WAP traffic can access the CRM server For further information on server security refer to the Security Overview chapter in the System Administrator Guide PDA To work online with a PDA it must be configured to connect to the company s CRM system This can be achieved through a directly connected or wireless LAN solution or if your system is available on the Internet using a cellular phone for example GSM or GPRS The latter can be in the form of an Wireless Mobile Guide 1 1 Introduction Chapter Summary 1 2 Sage CRM infrared connection through your mobile phone or an integrated data connection The table below gives a summary of each chapter Chapter Getting Started Working with CRM from a PDA Working with CRM from a Mobile Phone Summary Outlines the steps that users and
25. mobile phone Before you get started you will need to make sure that you 1 Ifyou already have a dial up connection with an ISP take a note of the User ID password and the phone number you normally use to connect If not contact an Internet Service Provider ISP and set up a dial up account Remember to keep a note of the User ID and password you are assigned as well as the phone number you require to connect 2 Synchronize your PDA with your desktop and while connected download a WAP browser that is compatible with your PDA For example an iPAQ Pocket PC WAP browser is available from http www apachesoftware com 3 Disconnect your PDA from your Desktop Wireless Mobile Guide 5 1 Setting Up a Connection Setting Up a Connection The following steps focus specifically on connection settings for the iPAO Pocket PC but it is possible to set up a connection from any PDA device Refer to your PDA user guide for device specific instructions 5 2 Sage CRM To setup a connection 1 From your iPAQ select Start Settings Connections and click on the Connections tab at the bottom of the screen 6 o ActiveSync IR My ActiveSync Connection To create a new modem connection ga En Modem settings Connectionstab From the Connections screen select New from the drop down list and select the Modem tab at the bottom of the screen Click on New and complete the details on the Make New Connection screen
26. nto CRM from your desktop and see it on your mobile phone and you can progress data on your mobile phone and see it on your desktop in real time Finding Contact Information Once you have logged onto CRM from your phone you can search for person and company contact information 4 2 Sage CRM Finding Contact Information Searching fora Person To look up a person s phone and address details 1 2 5 Select the Person link from the Main Menu When the Person Search page is displayed select the Last Name edit box Enter the first letter of the person s last name and select the Search link at the end of the page The Person Search result page is displayed showing a list of all the people in CRM who match the search criteria Select the link of the person whose details you want to view The Person Summary page is displayed If you scroll through the details this page shows you address phone fax and e mail information for the selected person WA Person Summary address 550 N Brand Blvd f f Person Summary page Address Details Scrolling to the end of the page enables you to view opportunities communications and cases for this contact or return to the Main Menu Hr Person Summary 7 MaTelesensory com Communcations pportunities Person Summary Retum to Main Menu WirelessMobile Guide 4 3 Finding Contact Information Searching fora Company 4 4 Sage CRM The procedure for findin
27. o view a list of cases associated with that company From the Person Summary page select the Case link to view a list of cases associated with that person From the Main Menu select Case choose the search criteria you wish to apply and select the Search link A list of cases that match the search criteria you specified is displayed Example Progressing a Case To progress a case 1 Now you can Open the Case Summary page The Case Progress page is displayed Select the Progress link from the list of available actions Set the Stage to Investigating and the Problem Type to Faulty component Select the Save link Move around and log on Find contact information Wireless Mobile Guide 4 9 Now you can Manage your calendar Find and progress a Sales Opportunity Find and progress a case 4 10 Sage CRM Chapter 5 WAP Browsing CRM from a PDA In this chapter you will learn about Prerequisites for WAP browsing CRM from a PDA Setting up a connection to an ISP from a PDA Establishing a connection to the Internet Using a WAP browser to access CRM from a PDA Prerequisites The main benefits of using a WAP browser on your PDA rather than your mobile phone are Quicker response times this is because you are accessing the Internet directly instead of going through a WAP gateway Easier navigation this is because the PDA interface is larger and clearer than that of a
28. onize Microsoft Outlook appointments tasks and contact information with CRM appointments tasks and contact information using your PDA To do this 1 Ensure that synchronization capabilities are set up between your desktop and PDA Refer to the documentation accompanying your PDA for details on how to synchronize with your desktop Synchronize Pocket Outlook with your desktop version of Outlook to ensure that you are working with the most up to date contacts and appointments from your PDA Make changes to contacts tasks and appointments from your PDA in Pocket Outlook Synchronize Pocket Outlook with your desktop version of Outlook From CRM synchronize Outlook on your desktop with your CRM contacts tasks and appointments Please refer to the Working with MS Outlook in the User Guide for more information on synchronizing CRM with Outlook Log on and off Explain basic screen elements Search for information Add customer information Manage your calendar Manage leads opportunities and cases View reports Select a Dashboard for your PDA Synchronize with Microsoft Outlook Chapter 4 Working wrth C RM from a Mobile Phone In this chapter you will learn about Moving around and logging on Finding contact information Managing your Calendar Finding and progressing a Sales Opportunity Finding and progressing a case Moving Around You must be familiar with the navigation elem
29. pecific images for CRM to use To setup a new device 1 Click on Administration Advanced Customization and select Devices from Advanced Customization Home page A list of default devices is displayed MA 1 r Administration gt Advanced Customization gt Devices 4 Devices Page 1 of 1 Administrative Description User Description Large Display WML WAP WAP Phone with large screen New Device Monochrome Pocket HTML PocketPC Pag etc with black and white screen Pocket HTML PocketPC Pag etc with color screen View ER EEE P unassigned Small Display WML WAP WAP Phone with small screen user agents Devices list Click the New Device button The Device input form is displayed Device Administrative Description User Description id Save XSL File Name Based on device 1H E conca HTTP Accepts HTTP Content Type Q Supports HTML frames Device Image Extension None 7 Device Code Page Device Max Rows Device input form Type a description of the device you want to set up in the Administrative Description field Enter a description of the device for the end user in the User Description field Wireless Mobile Guide 2 3 Making Devices Known to CRM 2 4 Sage CRM 10 Select the XSL transformation file your device requires from the XSL File Name list Select an alternative device from the Based On Device list if the device you are setting up is no
30. t included on the Devices list in Administration Customization Entity Screens If your device uses a unique markup language to send information to CRM type the language name in the HTTP Accepts field In the HTTP Content Type field type the language that CRM will use to reply to the device Select Yes or No from the Supports HTML frames drop down list to specify whether or not the device supports frames When you click the Save button the new device is displayed in the list of devices The table below explains the standard fields on the Device input form Field Desc nption Administrative The description the administrator Description uses for the device being set up User Description The description of the device that the end user sees in CRM This description should make it clear to the user what type of device is being referred to XSL File Name The name of the Extensible Stylesheet Language XSL transformation file required to convert CRM output to a format that the mobile device can understand Based On Device If the device you are specifying is not listed in the Devices list in Administration Customization Entity Screens you can select an alternative device from the Based On Device drop down list HTTP Accepts You only need to complete this field if the device you are specifying uses a unique markup language for example WAP uses WML When you specify a markup language the device
31. tion la 2 Click on the Find menu button Select the item you want to search for from the context list Options available are Company Person Case Opportunity and Lead Type in one or more search criteria if you want to Click on the Find action button to start the search Click on any one of the hyperlinks to drill down on the customer information If you get a long list of results that span over several pages you can jump to the page number you want by entering the page number in the Go to page field and pressing the Go arrow Go Anow Note The Find menu button is at the top of the screen the Find action button is in the context area of the screen Example Finding a Person To find a person called Bill Smith 1 2 3 4 Sage CRM Click on the Find menu button and select Person from the list in the context area The Person Search page is displayed Type Bill in the First field and click the Find action button Finding Information e E sao CRM Find Person Q Title Phone E hief 1547 243 o Accountant F 0321 pa pro penc gum Search results A list of people matching your search criteria is displayed 3 Click on the hypertext link for Bill Jones The Person Summary page is displayed Example Finding an Opportunity To find an opportunity that is linked to a particular company 1 Clickon the Find menu button and select Company from the list in the context area 2
32. to be enabled to do SO To enable a userfor mobile 1 Select Administration Users Users 2 Select the hyperlink of the user you want to enable and select the Change action button 3 Ensure that the PDA WAP Access field has been set to True 4 Select Save URLs for Accessing CRM 2 2 Sage CRM Your Network Administrator needs to set up URLs for all mobile users so that they can access Mobile online from inside or outside the corporate network The URL for accessing CRM from inside the corporate network is the same as the URL for accessing CRM from your desktop and is typically in the following format http yourserver yourapp The URL for accessing CRM from outside the corporate network typically includes your company s IP address The URL is normally in the following format http companyipaddress yourserver yourapp Making Devices Known to CRM Making Devic es Known to CRM Setting Up New Devices It is unlikely that you will need to set up any new devices as most of them are set up in CRM by default When Wireless Mobile is installed a number of mobile device types are set up by default The default devices should be sufficient for the range of mobile devices that you will use to access CRM However you can specify additional devices if required When you add a new device it is recommended that you base it on one of the previously set up devices Otherwise you will need to set up a folder with device s
33. ts page is displayed Unassigned User Agents Select a user agent and match it with a device User Agents Devices kd Save Desktop HTML Pocket HTML o Cancel Monochrome Pocket HTML Small Display WML WAP Large Display WML WAP Mozilla 2 0 compatible MSIE 3 02 Windows CE 240x320 Unassigned User Agents Click on the user agent and the device you want to map it to Select the Save button The unassigned user agent is now mapped to a device Wireless Mobile Screen Customization Wireless Mobile Screen Customization Customizing PDA Screens Note This section does not apply to WAP screens WAP screen customization is described in the Customizing WAP Screens section later in this chapter A typical CRM installation includes default user interfaces for different types of mobile devices However you may want to further customize some areas You should carefully consider the way in which you do this The VDU on a mobile device is many times smaller than a standard monitor so it is important that the user interface is optimized for the smaller screen size For example if you add too many fields to a PDA screen it will look crowded and will be difficult for the user to work with The areas that can be customized for PDAs are m Screens Lists Tabs You customize PDA screens lists and tabs in the same way as you customize screens lists and tabs in CRM However one additional step is required Before you beg
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