CRM Software Support Center

What is an Account?
Accounts Tab Page
Viewing Accounts
Custom Account Views
Manage Accounts
Managing Accounts
Creating a New Account
Saving Accounts
Edit an Account
Delete an Account
Print an Account
Account Tools
Import Accounts
Account Web Capture Tool
Account Reports
Adding a Contact
Adding an Opportunity
Adding Multiple Addresses
Adding a Note
Adding a Task

Ajax and COMET Tools
Ajax Contacts Rolodex

What is a Campaign?
Campaigns Tab Page
Viewing Campaigns
Custom Campaign Views
Featured Campaigns
Managing Campaigns
Creating a Campaign
Saving a Campaign
Edit a Campaign
Delete a Campaign
Print a Campaign
Adding a Lead
Adding an Opportunity
Adding an Account
Adding a Contact
Adding a Web Capture Tool

What is a Case?
Cases Tab Page
Viewing Cases
Custom Case Views
Featured Cases
Manage Cases
Managing Cases
Creating a New Case
Saving a Case
Sending Notification
Edit a Case
Delete a Case
Print a Case
Linking to a Contact
Case Reports
Case Tools
Web Capture Tool
Adding a Note
Adding a Task

What is a Contact?
Contacts Tab Page
Viewing Contacts
Custom Contact Views
Manage Contacts
Managing Contacts
Creating a New Contact
Edit a Contact
Delete a Contact
Clone a Contact
Contact Tools
Web Capture Tool
Contact Reports
Adding a Note to a Contact
Adding a Task to a Contact
Adding a Photo to a Contact

Control Panel
Personal Information
Edit Personal Information
Change My Password
Customize My Tabs
Customize Tabs
Customize Buttons
Customize Sidebar
Set Organization Logo

Control Panel: Import

Corporate Policies
Quick create for policies
Reports for policies

CRM Administration
Add Company Message
Custom Tabs and Fields
Customize Selection Lists
Rename My Tabs

Custom Page Layout
Campaigns Layout
Leads Layout
Accounts Layout
Contacts Layout
Opportunity Layout
Contracts Layout

Data Management
Custom Templates
External E-mail Settings
Mass E-mail History
Outlook Integration
Flagged Errors

What is a Document?
Documents Tab Page
Viewing Documents
Custom Document Views
Retrieving Saved Documents
Document Hierarchy
Featured Documents
Managing Folders
Creating Folders
Editing Folders
Deleting Folders
Managing Documents
Adding Documents
Sending Notification
Editing Documents
Replacing Documents
Deleting Documents
Moving Documents
Manage Documents

Custom Templates
External Email
Mass Email History
Detailed Mass Email Reports
Mass Email Attachments
MS Outlook Integration
Email to Case
Email to Lead
Viewing Messages
Viewing Folders
Creating a Folder
Composing a Message
Adding Attachments

What is an Event?
Viewing Events
Creating Events
Creating a New Event
Inviting Others
Sending Notification
Editing & Deleting Events

What is a Forecast?
Forecasts Tab Page
Viewing Forecasts
Custom Forecast Views
Featured Forecasts
Forecast Data Fields
Opportunity Data Fields
Creating a New Forecast
Edit a Forecast
Delete a Forecast
Print a Forecast
Forecast Reports

Human Resource Management
Employee Management
Employees tab
Viewing an Employee Record
Employee Policy Violation Reports

Importing Data
Supported Data Types
Importing Your Data

Instant Messages
Personal User Data
Sending Messages
Message Archive
Message Archive Search
Message Key Users

What is a Lead?
Leads Tab Page
Viewing Leads
Custom Lead Views
Manage Leads
Managing Leads
Creating a New Lead
Sending Notification
Edit a Lead
Clone a Lead
Delete a Lead
Converting a Lead
Generating Lead Reports
Lead Tools
Import Leads
Lead Web Capture Tool
Adding a Note to a Lead
Adding a Task to a Lead

Logging In and Out

Microsoft Outlook Integration

What is a Note?
Viewing Notes
Creating Notes
Editing and Deleting Notes

What is an Opportunity?
Opportunities Tab Page
Viewing Opportunities
Custom Opportunity Views
Manage Opportunities
Managing Opportunities
Creating a New Opportunity
Saving an Opportunity
Edit an Opportunity
Delete an Opportunity
Opportunity Reports
Linking to an Account
Adding a Note
Adding a Task

Organization Mapping with Accounts Parent Account Field

Creating and Editing Profiles
Managing Profiles Profile drop-down in User
Add/Edit screens
Disabling a Tab in the Related Records Section
Setting User Login Hours Restrictions (Rules)
Assigning Login Rules to Profiles
Standard Profiles

Public Knowledge Base
Adding solutions

Generating Reports
Creating Custom Reports
Editing Custom Reports
Deleting Custom Reports
Filtering Reports & Views
Sorting Reports & Views

Sales Commission Programs
Enabling Commissions Porgram
Sales Commission

Sales Contracts
Contracts tab
Contract Mangement

Skype Integration

Spell Checker

Stay-in-Touch Mass Email
Exporting data
Mail merge

Tab Page Views
Creating Custom Views
Editing Custom Views
Deleting Custom Views

What is a Task?
Viewing Tasks
Creating Tasks
Linking Tasks
Editing and Deleting Tasks
Task History

The Sidebar
Adjusting the Sidebar
Sidebar Panel Tools
Advanced Search
My Favorites
Item History
Company Messages
Date & Time

Trash Can
Restoring Deleted Items

Violation of Corporate Policies
Violations tab
Reports on Violations
Quick create for Violations
Importing/Custom Views for Violations
Viewing a Policy
Policy Violation Report

Web based Project Management
What is Web based Project Management ?
Viewing Projects
Viewing Project Tasks
Viewing Project Resources
Viewing Project Expenditures
Featured Projects
Managing Projects
Creating a Project
Saving a Project
Editing a Project
Deleting a Project
Project Tasks
Creating Project Tasks
Adding Project Tasks
Removing Project Tasks
Project Resources
Creating Project Resources
Adding Project Resources
Removing Project Tasks
Project Expenditures
Creating Expenditures
Removing Expenditures
Tracking Project Progress

Web Capture Tool
Creating a Capture Tool
Generating HTML
Editing a Capture Tool
Deleting a Capture Tool
Web Capture Fields

Big Deal Alert
At-Risk Deal Alert
Business Support Hours
Workflow Rules
Workflow Tasks
Workflow Alerts
Adding Conditions

Working with Mass Data

ZIP Code Proxomoty Search

What is a Case? A case is a detailed log of a customer's problem, question, request etc. Keeping track of cases allows you to be better equipped to solve your customer's issues.

Use the Cases tab page to create, update and manage your cases. You can keep track of important information for each case such as the customer's name (contact name), type of issue and a detailed description of the issue. There are numerous sort and filter options available to help you locate key cases quickly. You can also generate and print reports.

Cases Tab Page

Viewing Cases Using options selected from the Show drop down box, you can generate a summary of cases. Simply choose one of these options from the drop down box and a summary of all cases matching your selection will be displayed in a few seconds. To view a listed case in detail, click the View link.

Custom Case Views See: Creating Custom Views

Featured Cases The Featured Cases section displays a summary of cases. The cases that are displayed depends on the selection made in the Show drop down box. Select a different option from the Show drop down box to display cases that you want to view. To view a listed case in detail, click the View link.

See Also: Sorting Reports and Views

Manage Cases The Manage Cases section contains three subsections:
  • Quick Case allows you to quickly create a case.
  • Generate Reports contains a variety of reports you can generate.
  • Case Tools contains a list of helpful tools.
See Also:
Creating Cases
Generating Case Reports
Case Tools

Managing Cases

Creating a New Case
  • From the Cases tab, click the Add Case button. This will bring you to the New Case form.
  • Fill in the Case Information and Description Information sections of the form. Fields highlighted in red and marked with an asterisk are required fields. All other fields may be left blank if you wish.
  • Save your case by clicking the Save or Save & New button
See also:
Edit, Delete, Clone, Close or Print a Case
Saving a Case

Saving a Case When you have created a new case or have made changes to an existing case you will be able to save the case information using either of the following two methods: i. Select the Save & New button to save your new case. You will then be presented with a blank form on which you can create another new case.

ii. Select the Save button to save your new case. This will bring you to a summary page for your new case. From this page you can Edit, Delete and Print your case information.

Sending Notification When creating a new case you can send notification to any number of users within your organization. This is especially useful when assigning a case to another user. You can notify the user that the case has been assigned to them. Upon receiving notification, the user can then view the case from their Cases tab page. Follow these steps to send notification:
  • In the Sending Notification To section, use the buttons to add or remove users from the Notified Users list.
  • Type your notification message in the Notification Message text box.
  • Click the Send button to send notification to the selected users.

Edit, Delete, Clone, Close or Print a Case When the cases are displayed on the Cases tab page or in a search or generated report, click the View link to view the case in detail. You can then Edit, Delete or Print the case.

Edit: Click the Edit button to change the information for the case. Be sure to fill in all required fields. These are highlighted in red and marked with an asterisk. To save your changes click the Save or Save & New button.

Delete: Click the Delete button. You will be prompted to verify that you want to delete the case. Click OK to delete the case. Click Cancel to cancel the deletion.

Clone: Click the Clone button to create a copy of the case. You can now change or add information to the copy if you wish. Select the Save or Save & New button to save the cloned case.

Close: Click the Close Case button. This takes you to the Close Case page. Select Close in the Status field. Add details about the solution in the Solution Information section. Click the Save button to close the case. The solution will be submitted if you chose to do so.

Print: Click the Printable button to view a print preview of the case information. Select the Print This Page link located at the top right corner of the preview to print the case information. If you do not want to print the case, simply close the window.

See Also: Saving a Case

Linking a Contact to a Case When creating or editing a case you must link the case to a particular Contact. The contact is the customer who has the problem described in the case.
  • Click the icon located beside the Contact Name text field to view a list of contacts to link to.
  • Choose a contact to link to from the list.
  • This contact is now linked to your case

Generating Case Reports

Running Reports The Generate Reports section contains a number of reports you can run. These reports have predefined search criteria. All you have to do is click a listed report to run it. Other case reports are listed on the Reports tab. Click the All Reports button or click the Reports tab at the top of the page to view all available reports.
See Also: Reports

Case Tools

Web Capture Cases The web capture tool allows you to create an HTML form that can be filled out on your web site. When the user fills in and submits the form, a new case is created in your organization containing the information entered by the user. This tool is invaluable for tracking customer issues.

See: Web Capture Tool

Adding a Note to a Case See: Notes

Adding a Task to a Case See: Tasks

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