Manuel d'utilisation / d'entretien du produit SageCRM 6.1 du fabricant Sage Software
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SageCRM 6.1 Wireless Mobile Guide.
© Copyright 2007 Sage Technologies Limited, pu blisher of this work. All rights reserved. No part of this documentation may be copied, ph otocopied, reproduced, translated, microfilmed, or otherwise duplicated on any me dium without prior written consent of Sage Technologies Limited.
Wire less Mo bile Guide i Contents Chapter 1: Introduction Introduction ................................................................... 1-1 Chapter Sum mary ......................................................... 1-2 Chapter 2: Getting Started Prerequisites .
ii Sage CR M Navigating Yo ur Calendar .................................................. 3-7 Managing Leads , Opportunities, and C ases ....................................... 3-9 Reporting ............................................................
Wireless Mobile Guide 1–1 Chapter 1 Introduction This guide is for Users an d System Administrators. Please note that while the document refe rs to Sage CRM, CRM, or the CRM system throughout, all fun ctionality covered is also relevant to Sa geCRM, SageCRM for Sage Accpac and Softline Accpac CRM.
Introducti on 1–2 Sage CRM WAP Mobile Phone. To work online with a mobi le phone, it needs to be enabled for WAP and configured to c onnect to the company's CRM system through a WAP gateway. WAP gateways make it possible for WAP devices to communicate with Web servers (for example, the server on which CRM reside s).
Wireless Mobile Guide 2–1 Chapter 2 Getting Started In this chapter you will learn about: Mobile devices supported by CRM. URLs for acce ssing CRM.
Mobile Devic es 2–2 Sage CRM Mobile Devices In addition to all WAP-enabled mobile p hones, CRM's Wir eless Mobile solution supports the following PD A devices and mobile phones: Device Example BlackBerry BlackBerry Pe arl Model 8 100 Pocket PC HP iPAQ Other Any other mobile device with a browser that supports WML 1.
Making De vices Kn own t o CRM Wireless Mobile Guide 2–3 Making Devices Known to CRM Setting Up New Devices It is unlikely that yo u will need to set up any new devices, as most of them are set up in CRM by default. When Wireless Mob ile is installed, a number of mobile device type s are set up by default.
Making De vices Kn own t o CRM 2–4 Sage CRM 5. Select the XSL transformation file your device requires from the XSL File Name list. 6. Select an alternative device from the Based On Device list if the device you are setting up is not included on the Devices list in Administration | Customization | <Entity> | Screens.
Making De vices Kn own t o CRM Wireless Mobile Guide 2–5 Field Description type of markup language i t uses. HTTP Content Type This is similar to the HTTP Accepts field. Specifyi ng a markup langu age in this field e nsures that w hen CRM sends back a reply to the d evice, it tells it which markup language it is sending.
Making De vices Kn own t o CRM 2–6 Sage CRM Device Input fo rm 2. Type a user agent in the Ty pe A New User Agent field. User Agen t fiel d 3. 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.
Wireless Mobile S c reen Cus tomizati on Wireless Mobile Guide 2–7 The unassigned user agent is now mapped to a device. Wireless Mobile Screen Customization Customizing Mobile Screens Note: This section describe s how to customize mobile screens for a PDA or BlackBerry.
Wireless Mobile S c reen Cus tomizati on 2–8 Sage CRM default Dashb oard screen for them. Yo u specify th at a Dashboard is availabl e to mobile users by select ing the Set As Mo bile checkbox on the D ashboard Details screen, and you can then create or modi fy the Dashboard in the usual way.
Now you can… Wireless Mobile Guide 2–9 WAP Communication Box Long WAP Communication Summary WAP Communication Em ail Box WAP Communication Status Box WAP Communication L ist .
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Wireless Mobile Guide 3–1 Chapter 3 Working with CRM from a Mobile Device In this chapter you will learn about: Example mobile devices. Logging on and logging off. Basic screen elements. Searching for inform ation. Adding customer informat ion.
Logging Off 3–2 Sage CRM CRM Logon page 2. Enter your User Name an d Password and click the L og On button. You are logged on. By default, a successful logon displays the My CRM Calendar for today. CRM Calendar Logging Off To log off: 1. Select the Log Off main menu button at the top of the screen.
Moving A round Wireless Mobile Guide 3–3 Moving Around To effectively move around a CRM sy stem using a m obile device, you ne ed to be aware of the different areas of the scre en. The Basic Screen Elements This section explain s the different are as of a W ireless Mobile scre en.
Finding I nformation 3–4 Sage CRM Finding Information This section explain s how to perform a basic search an d gives some examples of how to find specif ic information. To find information: 1. Click on the Find menu but ton. 2. Select the item you want to search for from the context list.
Finding I nformation Wireless Mobile Guide 3–5 Search results A list of people m atching your search cri teria is displayed. 3. Click on the h ypertext link for Bil l Jones. The Person Summary page is displayed. Example: Finding an Opportunity To find an opportunity that is linked to a particular company: 1.
Adding Custo mer Informati on 3–6 Sage CRM Opportunity linked to a Company 5. Click on the st atus icon to view th e opportunity detai ls. Adding Customer Information This section explain s how to add cu stomer informat ion and gives an example of adding a new contact to an existing company.
Adding Custo mer Informati on Wireless Mobile Guide 3–7 Company – Add Person 4. Complete the person details and select the Save button in the context area. Note: You can link opportunit ies, cases, le ads, and communicat ions to companies in the same way.
Doing Your Work 3–8 Sage CRM Doing Your Work You can schedule tasks an d appointmen ts for yourself o r for a coll eague that are not linked to any particular entity. You can also create appointments and tasks that are linke d to specific companies, people, opportunities, c ases, and leads.
Doing Your Work Wireless Mobile Guide 3–9 − Select the time the appointment is due to take place. − Then fill in th e 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.
Managing Leads , Oppor tu ni ties, and Cases 3–10 Sage CRM Managing Leads, Opportunities, and Cases To create a new lead, opportunity, or case: 1. Click on the New men u button, and select Lead , Opportunity, or Case from the list in the context area.
Reporting Wireless Mobile Guide 3–11 To update an existing lead, opportunity, or case: 1. Find the lead, opportunity, or case and open the Summary page. Opportunity Summary page 2. Select the Edit action button from the context area. 3. Make the changes and select th e Save action button from the context area.
Reporting 3–12 Sage CRM Sele ct Re port pa ge 4. Click on the hypertext link of the report you want to run. The report is displayed. Cases Open By Company Repor t - Chart You may need to scroll down to view the full report d etails.
Dashboard Wireless Mobile Guide 3–13 Dashboard You can define the Dashbo ard you want displayed on your mobile device from your desktop. To select a Dashboard fo r your mobile device: 1. From your desktop, open My CRM | Dashboard. 2. Select the Dashboard yo u wish to view on your mobi le device from the Dashboard drop-down list.
Synchronizi ng with Mi crosoft Outlook 3–14 Sage CRM Synchronizing with Microsoft Outlook You can synchronize Microsoft Outlook appointments, tasks, and contact information with CRM appointments, tasks, and contact i nformation using your mobile device.
Now you can… Wireless Mobile Guide 3–15.
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Wireless Mobile Guide 4–1 Chapter 4 Working with CRM from a WAP Mobile Phone In this chapter you will learn about: Moving around and logging on. Finding contact inform ation. Managing your Calendar. Finding and progressing a Sales Opportunity.
Moving A round 4–2 Sage CRM Logging on To log onto CRM from your WAP ph one: 1. Enter the URL given to you by your Sys tems Administrato r. This usually looks like this: http://yourserver/yourapp 2. Bookmark the link. The CRM Logon page is displayed.
Finding Contact I nformation Wireless Mobile Guide 4–3 Finding Contact Information Once you have logged onto CRM from your phone, you can search for person and company contact in formation. Searching for a Person To look up a person's phone and address details: 1.
Finding Contact I nformation 4–4 Sage CRM Searching for a Company The procedure for finding a compan y is similar to the procedure for finding a person. To search for a company: 1. From the Main Menu, selec t the Company link. 2. When the Company Searc h page is disp lay ed, select the Company Name edit box.
Doing Your Work Wireless Mobile Guide 4–5 Doing Your Work You can keep track of your appointments and tasks in calendar or list mode. Navigating your Communications List To display your current list of tasks and appointments: 1. Select Communic ation from the Ma in Menu.
Doing Your Work 4–6 Sage CRM The Communication Summary page for the communication is displayed. When you scroll down the page you can view the status, action (ty pe), 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 se arch.
Doing Your Work Wireless Mobile Guide 4–7 Changing the Status of a Communication As well as viewing information on your t asks and app ointments, you c an update their status. To change the status of a meeting from Pending to Complete : 1. Open the Communication Summary page.
Finding and Progressi ng an Opportuni ty 4–8 Sage CRM Finding and Progressing an Opportunity There are a number of ways to find an opportunity, as follows: From the Company Summary p age, select t he Opportunity link to view a list of Opportunities associated with t hat company.
Finding and Progressi ng a Case Wireless Mobile Guide 4–9 Opportunity Progress 8. Change the Status to Wo n and the Stag e to Sale C losed. Add a t racking note providing addition al informat ion, and click t he Save link. The sales opportunity is updated.
Now you can… 4–10 Sage CRM Now you can… Move around and log on. Find contact information. Manage your calendar. Find and progress a Sales Opportunity.
CRM Document Version Code: IMP-WIZ-ENG-600-1.0.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Sage Software SageCRM 6.1 c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Sage Software SageCRM 6.1 - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Sage Software SageCRM 6.1, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Sage Software SageCRM 6.1 va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Sage Software SageCRM 6.1, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Sage Software SageCRM 6.1.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Sage Software SageCRM 6.1. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Sage Software SageCRM 6.1 ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
