CRM Software Support Center

Before entering any of your company's data, your organization needs to be configured. The following steps will take you through the configuration process. For more detailed information about's administrative tools and setup, please see the Administrative Tutorial.

  1. Setup your Organizational Profile
    Your organizational profile contains information about your company. Some of the data stored in this profile was obtained during the signup process. View your Organizational Profile now to ensure that the current information is correct and to add information if necessary.

  2. Create your Organization's Role Hierarchy
    Roles are a way of organizing your company's permission hierarchy. Users assigned to a particular role have access only to items in their own role and roles positioned below them in the hierarchy. Create your role hierarchy with the goal of controlling access to data, then assign users to a role that corresponds to the type of data access you want them to have, remembering that they will be able to see data owned by users positioned in the same role and below them in the role hierarchy.

  3. Setup you Organization's Security & Access Settings
    Your organization's security & access settings are applied across your entire organization and will determine the type of access users will have to data that their role allows them to currently see. Here is a brief description of the access settings that are available:

    Private:Users cannot see items located on the same level or above them in the role hierarchy. However, they will have Read/Write access to items located below them in the hierarchy.

    Read Only: Users will be able to see all items in the organization. They will not be able to edit or delete items on the same level or above them in the role hierarchy. However, they will have Read/Write access to items located below them in the hierarchy.

    Read/Write: Users will have full access to all items in the organization.

  4. Create User Accounts
    Create a user account for everyone who will be using the service. Fill in as much information as possible and give each account a unique username and password. Be sure to assign the user to a Role in your role hierarchy, keeping in mind the level of data access you want them to have. Also keep in mind that you cannot exceed the number of licenses you have purchased.

  5. Customize Selection Lists
    Selection lists are available in various locations when entering data and are identified by drop down boxes such as this . When the down arrow is clicked, a list of other available options will drop down. It's quite possible that you want to add more options to choose from in a particular selection list, or you may even want to remove some options. This can easily be done through the Control Panel.

  6. Company Messages and Links
    Update the company message, which is seen by all users within your organization once they have logged in. Add useful links that will be frequently used by your employees.

  7. Set Up a Lead Web Capture Tool
    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 lead is created in your organization containing the information entered by the user. This tool is invaluable for tracking potential customers. You can create a Lead Web Capture Tool to generate leads from your web site or as part of a marketing campaign.

  8. Set Up a Case Web Capture Tool
    Set up a case web capture tool on your company's web site to allow users, your customers, to submit feedback and issues with your company's products or services. This tool is invaluable for tracking customer issues.

  9. Establish a Solution Writing Process
    A solution is a detailed description of a case resolution. A collection of solutions is known as a knowledge base. Your support staff will be able to search through your organization's solution knowledge base to find information about customer cases that have already been solved. To make it easier for your staff to find solutions that address a customer issue, ensure that solutions are created with a specific title, unique if possible. This will avoid duplicate solutions being entered as well as wasted time solving a case that has already been solved. Also ensure that there is adequate detail in the description and that it is easily understood.

  10. Create Custom Reports and Views includes a number of pre-defined reports and views for most record types. If your company requires a report or view that is not included, use the custom report/view wizard to create a report or view that is specific to your company's needs.

  11. Import Data
    Any user can import data into your organization. If multiple users will be importing data we recommend that you coordinate your importing effort to ensure that everyone involved understands the proper exporting/importing steps and that data is not duplicated. Before importing a large record set into your organization, perform a smaller import test, perhaps of 10 records, to ensure that the data is imported as you expected.

  12. Consult Users
    It may be a good idea to consult the various departments/teams/users that will be using and ask for feedback on how you have set up the organization so far. Here is a checklist of items you should discuss:
    • Role Hierarchy: Have all necessary roles been created?
    • Security & Access Settings: Is your data properly protected?
    • User Accounts: Have all required accounts been created? Have all users been assigned to an appropriate role?
    • Custom Reports & Views: Are there any more custom reports or views that need to be created?
    • Selection Lists: Does each selection list contain the fields that are important to your business?
    • Solutions Process: Will the solution writing process enable us to efficiently and effectively address our customer's issues?
    • Exporting / Importing Data: Collaborate with various team members as to how you should proceed with exporting data from your existing database locations and then importing the data into your organization. Consult's Import Guide for more information.
    See Also: Administrative Tutorial
CRM Glossary
Data Sheets
Getting Started Guide
Product Demos
CRM Implementation Kit
Table of Contents
Fast Track Program
Online Training
Free CRM Trial
Export & Import
CRM Video Tutorials
Role Based Overview
Marketing User
Sales Manager
Sales Rep
Service/Support Manager
Service/Support Rep
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