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Maximizer CRM User's Guide

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1. ccsssceceeseeeeeseeeeeees 58 Align Territories viii scvecsivecsvedicivessiscueevetevadccesniavs i iaai iaa eii 59 Draw a Map of an Address Book Entry ccccccsccssseestessseeessesssessseeseeeesatens 61 Phoning Address Book Entri s ccccsccccsseeeceneeeeeneeeeeeaeeeseeeeeseneeeseneeeeaes Phone an Address Book Entry Receive a Phone Call Transfer a Phone Call Enable Logging for Phone Calls View the Phone Logie ae eera i aaia Set Up Automatic Dialing from Maximizer c cccscccsceessesseesteeeees 67 Organizational Charts ccccscccssscceeseeeeeeneeecseeeecseaeeessaeeessaeeesaneenseaneeseaes 69 View an Organizational Chart for an Address Book Entry 0006 70 Modifying Organizational Charts c cccsccssccsesssscsseeeeeessseesseeeseess View an Organizational Chart of Maximizer Users Maximizer Entries cccccccsssecssseeneneeneaeeeeaseeesneensseeeaeeeesnennes User Defined Fields r aeaaea aa ae aaae ch evideatendt ERANA aada Eai Eain Types of User Defined Feld Siea a aaar a aaa User Defined Fields Following Window User Defined Fields Tab cceeceeteeeees Working with User Defined Fields Mandatory System and Key Fields c c ccccseeeeeeeeeeeeeeeeeseeeeeseeeees Setting Up User Defined Fields cccsccssesssecsssesseesseessseesseessresseeeseesnees Sorting User Defined Fields ccccccscccscccssscsseessseesseeseeesseesseees
2. cccsssceceseceeeseeeeeeneeeeseneeeseeeeseeeeeeeeteeeeeees 263 Automated CaMpaigns ccceeeeseseeeeeeeeeseeeeseeeneeteaeeeaeeeneeeeeeeeeeeaaes 263 Campaigns WindOw c ccccsscceeesceeeeeeeeeseaeeeeneeeeseaeeeesneeseeeeeessaeenees 264 Traditional Campaign Templates eccceeceesceseneeeeeeeeeeeeeeeeeeeesaeeeseeeneeeeae 266 Components of Traditional Campaigns csccesscceseeseesseesseeeseess 267 Example of a Traditional Campaign ccsccsscssecssecsseessesseesneess 268 Create a Traditional Campaign Template c cccsssceeesseeeeteeees 269 Working with Traditional Campaigns ccccsccceseceeeeeeeeeeeneeessneeseneeeess 271 Create a Traditional Campaign ccsecceeseseeeeeeeeseeeeeseeeeteneeeees 271 Marketing Teams in Traditional Campaigns cccssccceesceeeeteeeees 272 Assign a Marketing team to a Traditional Campaign 273 Assign a Contact to a Campaign Role cccsscceseceeesseeeeeeteeeeseeees 273 Assign a Campaign Activity to a Team Member cccecceeeeees 275 Apply and Work the Steps in a Traditional Campaign 276 Pause a Traditional Campaign c cccsssccceseeeseneeeeeeeeesseeeeseneeeeeees 278 Automated Campaign Templates cccccccccssscecseseeeseeeeeseneeseeneeeeseeeesees 279 Activities in Automated Campaign Templates cscccesseeeeeees 280 Create an Automated Campaign Template cccssccsseeee
3. 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 Ea 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 Bak Next gt Cancel If you chose to display the default button Maximizer selects the button automatically and you can skip to step 9 E Select the image to use for the custom action and click Finish e If you chose to use a standard Maximizer button select one of the available buttons Standard Maximizer Button x Select a button BHEL lt D 3 amp lt Bak __ Finish Cancel e If you chose to use an external image file bitmap locate the image using the ellipsis button 358 Maximizer CRM 12 User s Guide External Image File ex Filename El lt e Conos 9 To add another custom action to the group return to step 3 and repeat the steps for the next custom action 1 Of 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 Be Name Important Documents Bam PA EE Move button left or right m Daet Button properties Document Application _D Document
4. Work Step Changes and additions to catalog Ea Step Changes and additions to catalog j Goal and comment Dates and cost Cancel Goal After Marketing Manager reviews Start October 25 2007 catalog make changes and incorporate any additions X Finish November 7 2007 Comment o a Cost 1 500 00 Activities I Show follow ups also Show activities for Everyone Modify IV Show done also Activity Member Contact Role Start Date fe Create catalog Create draft catq Bille Holly Marketing Campaians October 25 2007 Click OK to close the Work Step dialog box EJ Click OK again to close the Marketing Steps Summary dialog box 278 Maximizer CRM 12 User s Guide Pause a Traditional Campaign 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 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 Chapter 9 279 Campaigns Automated Campaign Templates Creating automated campaigns requires that you first define campaign templates Automated campaign
5. Budget Approved Budget approval process hasn t started 14 24 On Schedule On Schedule 24 24 Steps Steps and Activities Date Time Assigned to Name Role Stat Make initial contacts April 28 2010 1 Qualify customer interest May 3 2010 Tdantifv lanalv7e ree iiremeants Maw 14 2010 lt Denotes required field oK cancel Apply 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 indicator changes automatically in alignment with the success of the opportunity 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 246 Maximizer CRM 12 User s Guide e Use the More button to add modify or delete roles success factors steps and activities or you can use the shortcut menu A 2 Gp Monitoring E 3 Actions v S P
6. ABC Wine Shop Inc lt escona maximizer com gt James Dolton lt escona maximizer com gt Martha Torres lt escona maximizer com gt Send Cc 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 Select 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 200 Maximizer CRM 12 User s Guide 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 Click the Logging Details button and then the Assign More button to log the email details to additional Address Book entries Send Emai
7. Integer 9 4 24 4 Appendix B Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR_ Opportunity_Link Client_Id Contact_Number AMGR Client Client_ld Contact_Number AMGR_ Opportunity_Link MesName AMGR_User_Fields Client_Id for Type_Id 17 in AMGR_User_Fields Description and Rules 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 Company or Individual that is associated with the opportunity Mandatory field Associated entry must already exist in the AMGR Client table Cannot modify 517 518 Maximizer CRM 12 User s Guide Table 14 AMGR_Opportunity_Link Table Physical Field Name Data Type Len Foreign Table Ref Description and Rules Status Integer 2 0 New 1 In progress 2
8. 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 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 From the Type drop down list select the type of user defined field you want to add 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 82 Maximizer CRM 12 User s Guide You cannot insert other formula user defined fields into the formula 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 EJ click ox The user defined field is added to the list Add User Defined Field es Folder Name lt Escona Tutorial gt Field Name Type Table zi Attributes I Single value only Field may be added to I Companies Individuals Contacts r 5 E Mandatory I Set to hidden a2 o
9. Press F1 for Help User JNAPOLT Thursday Maren 18 2010 10 21 PM Organizing the Company Library Items in the Company Library are organized in a folder structure to help you keep track of your corporate documents and notes Folders documents hyperlinks and notes are listed in alphabetical order in the Company Library You can create new folders and move existing documents hyperlinks and notes to other folders to organize this structure You can drag documents hyperlinks 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 154 Maximizer CRM 12 User s Guide 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 or To add the folder at the root level click the Company Library folder A On the Home tab select Add Folder from the Create group or Right click and select Add gt Folder Enter the name for the new folder Add a Document to the Company Library Users can open only embedded files from web access sites To make files accessible to Maximizer Web Access and Mobile Access users do not add the files as linked documents 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 as either private or public entries While
10. 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 88 Maximizer CRM 12 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 defined 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
11. 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 314 Maximizer CRM 12 User s Guide B HQ 00055 Case for Ansley Wine Merchants a E Favorite List A 0 FA Gp Monitoring E Actions E Basic Information User Defined Fields Activities Solution Information amp Biling Company Individual MESIE Contact Wiley Kendall Val Case description Case number HQ 00055 Elapsed time 3 7 months Products Services Accessories Categories Subject Faulty Product Description The shipment of stainless steel corkscrews has many defective units Wants to a return the entire shipment for a full refund Key Fields for lt Default Key Fields gt oa Case queue Priority Status Escalated Case type Product Return Case owner Matt Graham Case reason Other Assigned to Joe Napoli Case origin Phone Priority High Follow up deadline September 18 2010 Severity Medium Denotes required fil Ca soa 4 Select the other tabs to view more information on the case 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 2 contacts 1 Customer Service t Automated Campaigns LY Opportunities fj Relate
12. Crystal Reports Database Views Tables Reference Foreign Table Ref ADMN_Users User_ Id AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Description and Rules Opportunity or campaign type 0 Opportunity 10 Fixed date 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 Not applicable to campaigns 512 User s Guide Table 12 Field Name Revenue_Rate_Typ e_ld Revenue_Rate_Typ e_ld Last_Cal_ Date Calculated_Won_R evenue Calculated_InProgr ess Revenue Notify_Flag Maximizer CRM 12 Data Type Integer Integer DateTime Float Float Integer Traditional Campaigns Table 13 Field Name Data_Machine_ld Sequence_Number Client_Id Contact_Number Opp_lId Opp_Number Comp_Client_Id Comp_Cont_No Owner_lId
13. G Customer Service Ea 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 tracks your sales opportunities It helps you and your colleagues manage your sales processes Opportunity management defines and strengthens your selling methodology to include all members of your sales teams Use the Opportunities following 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 Traditional campaigns help to coordinate your marketing efforts amongst your marketing teams Automated campaigns send out fax print and email messages to your Address Book entries on a pre defined schedule and track how subscribers interact with the messages The Automated Campaigns following window displays all automated campaigns for the current entry in the Address Book window The Customer Service window supports and enhances your existing customer service business processes All Addre
14. Home Edit View Search Tools Reports Setup 7 x 5 a f ee er a oses E TA To do MinsertaFile ja za sea gt a Xs g a x a Es E z T Phone can Address Case Opportunity Email Note WB Make Receive Meeting Time Assign to Book Entry S9 Document aca a Call Action Plan g aTask Campaign Create Write Phone Schedule Insert Print Track Subscribe 5E X Columns Joe s View P E Dahboartc Name amp Phone Number Email Address City State Department Divisio ZEL my Work Day ij Atlas Food inc 604 601 8000 escona maximizer com SanFrancisco CA F E E Aak by Beringer Vineyards 604 601 8000 escona maximizer com Saint Helena CA amp Bolton Lynnette Mindy 604 601 8000 escona maximizercom Kenwood cA Sales E F opponunnes CES Tl Sainas CA Operatons a Cote Raquel Tricia 604 601 8000 escona maximizer com St Helena CA za Dawson Miriam Evangelina 604 601 8000 escona maximizer com St Helena CA Sales aae Esang A a Farmer Gary 604 601 8000 escona maximizer com Los Angeles cA ip Campaigns Cy Ferrari Carano Vineyards 604 601 8000 escona maximizer com Healdsburg cA us Cj Harvest inn 604 601 8000 escona maximizer com St Helena CA fr Customer Service Inouye Derek 604 601 8000 escona maximizercom SanFrancisco CA Jarvis Lesie 604 601 8000 escona maximizer com San Diego ca Finance a Knowledge Base Cay Kenwood Vineyards 604 601 8000 escona maximizer com Kenwood cA Q Martinez Daniela A 604 601 8000 escona
15. Jadvertsement U Cold Call Direct Mail Direct Mail Advertising Properties Internet Lead List Merchant Previous Sale Referral Move Down Trade Show lisana Reset Order Web Other 4 Type a name for the item and specify the other properties of the item If you set the item to hidden 5 Click OK you can hide it from the Available Values list by clearing the Show hidden items option 84 Maximizer CRM 12 User s Guide Add Item zaj 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 Modify an Item in a User Defined Field 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 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
16. Maximizer CRM User s Guide Maximizer Software Simply Successful CRM Notice of Copyright Published by Maximizer Software Inc Copyright 1988 2012 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 Summer Release 2012 software Maximizer Software Address Information Corporate Headquarters Americas Maximizer Software Inc 208 West 1st Avenue Vancouver BC Canada V5Y 3T2 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 2nd Floor Apex House London Road Bracknell Berkshire RG12 2XH United Kingdom 44 0 845 555 99 55 phone 44 0 845 555 99 66 fax info max co uk www max co uk Asia Maximizer Asia Limited 17 F Regent Centre 88 Queen s Road Central Hong Kong 852 2598 2888 phone 852 2598 2000 fax info maximizer com hk www maximizer com hk Australia New Zealand Maximizer Software Solutions Pty Ltd Level 10 815 Pacific Highway Chatswood New South Wales 2067 Australia 61 0 2 9957 2011 phone 61 0 2 9957 2711 fax info maximiz
17. Properties Delete Apply cekik f Close Description Colors entries based on the value of the Account Manager field a 126 Maximizer CRM 12 User s Guide CHAPTER Notes and Documents Store Notes and Documents in your Address Book In this chapter Notes on page 128 Journal on page 133 Documents on page 135 Maximizer Word Processor on page 139 Merge Fields on page 143 Microsoft Word Integration on page 146 Company Library on page 151 128 Maximizer CRM 12 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 follow
18. When you set up your indicators you can choose from a number of controls in which to display your indicator The controls determine how information is displayed in the indicator You can select the following types of controls Group indicators These controls display a number of values formatted as bar charts or pie charts Open Cases Matt Graham 2 Celine _ 2 Joe Napoli 2 0 List Control These controls format information in lists They can report information directly from Maximizer records or they 372 Maximizer CRM 12 User s Guide Click Throughs for Indicators can summarize information based on values from multiple entries Today s Activities I Time Meeting 24 11 2009 3 30 PM Customer Service Meeting 24 11 2009 2 00PM 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 Gauges These controls display a single numeric value for an indicator Open Opportunities Qaleeesedeomboregegnly s 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 No Click Through The dashboard indicator is not linked with any other information Use th
19. cceeeeeeeeees 225 OPPOrtuNitie 20 cccceeeeeeeeee eens eeeee eee eeeee eee eeeeeeeeseeeeeneeeeeeeneee 227 About Opportunities icccctccccieeuccpecstessidgccatscetigeeedeeadeseedipeciineisdgescenenivecnecs 228 Opportunities WindOW ccccccceessneeeeeeeeeseaeeeeseeeeseeeeseeeeeesseeeseaes 228 View an Opportunity from the Opportunities Window 0 229 View an Opportunity from an Address Book Entry c ccsseeseenes 230 Add an Opportuniity cccccccessccceeeeeeesseeeeseeeesseeeeeseaeeeesaeeeeseneessseeeess 231 Assigning Campaigns to Opportunities ccccecceceeeeeeeeeeeeeeeeeeeeeeeeeteee 233 Assign a Campaign to an Opportunity 2 cceceeeeeeeeeeeeeeeeeneeeeeeeees 234 Automatically Assign Campaigns to Opportunities cee 235 Opportunity Statusas ie ei ree ees Briain eens 237 Complete an Opportunity ccccccesececeeseeeeeeeeesneeeeeeeeeesseeeeseneeeeees 237 Suspend AN OPPOtUNity cee cesses ceseeeeeeeeneeeeeeeeaeeeeeeeeeeeeeeeeaeeeeeea 238 Sales Teams iener esis dosti nei on anc ena 239 Sales Team Members cesceeeceeeseeeseeeeeeceaeeeeceeseeeeseeeseeseaeeeeaeeeaeeaes 239 Assign a Sales Team to an Opportunity 0 0 eeeeeeeeeeeeeeeeeeeeeneeeeeeees 240 Strategies 220k iwi ala eee ee ee a 241 Strategy COMPONMENHS ccsececseceeesceeeseceesseeeeeeseceneseeeseseeeeeseneeeeees 241 Strategy Library ccc sceiscccieveseccesdae cans aikoisi kaiean daanin iaaa ia
20. 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 10 327 Customer Service Users fess UserID Display Name Department Position OK BHOLLY Bilie Holy Sales Regional Sales Manager COMPANY COMPANY ee DBROWN Daniel Brown Sales National Sales Manager JBOWSER Jon Bowser Sales Regional Sales Manager LGARCIA Lucy Garcia Marketing Marketing Assistant MBERTOLLI Mark Bertoli 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 Ma
21. 2 amp Present and demonstrate our capability to prospect June 8 2010 Joe Napoli A o 2 Obtain customer commitment to work with us to expl June 8 2010 Joe Napoli A Bi OK Cancel Apply 180 Maximizer CRM 12 User s Guide Alarms You can schedule alarms to remind you of upcoming appointments and Hotlist tasks You can also schedule email reminders for appointments At the scheduled time the alarm pops up in Maximizer reminding you of the activity In the alarm you can view a summary of the activity open and modify the activity complete the activity and reschedule the alarm to appear later in the day Appointment Alarm Details of appointment in Maximizer calendar C Snooze All oncerning Snooze All Sam amp Augies Mercantile Snooze This Conference call C Complete Open Scheduled from Due in _ Alarm Off 2 00 PM to 4 00 PM Overdue on Wednesday August 17 201 Address Book Close The following sections contain additional information on working with alarms e Set an Alarm for a Hotlist Task on page 180 e Set an Alarm and Email Reminder for an Appointment on page 181 e Set Default Values for Alarms and Reminders on page 182 e Reschedule an Alarm on page 182 Set an Alarm for a Hotlist Task You can set alarms for Hotlist tasks while adding the tasks and you can set alarms for existing tasks If you set an
22. 22 521 522 Maximizer CRM 12 User s Guide Table 15 ADMN_User_Details Table Field Name User_Phone_4 Exte nsion User_Email_Addres s User_WebSite User_CustomField1 User_CustomField2 User_CustomField3 User_CustomField4 Creator_lId Create_Date LastUpdate_Date User_ReadAccess WindowLogin Display_Name Record_Id Reports_To Data Type String String String String String String String String DateTime DateTime Integer String String Integer String Len Foreign Table Ref 22 120 120 120 120 120 120 12 12 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 APPENDIX Glossary of Terms C 524 Maximizer CRM 12 User s Guide Glossary of Terms Use this list of terms to help familiarize yourself with the terminology of Maximizer 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
23. 344 Maximizer CRM 12 User s Guide Navigating Pages in Mobile Access When you first log in to Mobile Access the Mobile Access Home page opens You can access all content in Mobile Access from the Home page In Mobile Access you can navigate to different pages in the following ways e From the Home page select Address Book Opportunities Customer Service Calendar Hotlist Dashboards Company Library or Help to open the page Home Escona Tutorial Address Book x Opportunities Customer Service Calendar Hotlist EH Dashboards Company Library Help Log Out e From the navigation footer on any of the main pages select the Address Book Opportunity Customer Service Calendar Hotlist Company Library or Dashboards icon to visit a different page e Inthe top left corner of the page select the Home icon to return to the Home page Partner Access Maximizer users can access the sample Escona Tutorial Address Book using Paul as the user ID and password as the password Chapter 11 345 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
24. C All entries in the current list ea 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 Salary 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 C Campaign cS_ Customer Service gt Opportunity U_ Users So System Database Driver Used to Create Crystal Reports Maximizer uses the native SQL Server driver MAS_ DSN exclusively to create Crystal Reports Use the SQL Server driver to create reports for use with Maximizer 472 Maximizer CRM 12 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 Rec
25. Data Type Numeric Numeric String Integer String Integer String Integer String Len Foreign Table Ref 2 Len Foreign Table Ref 9 9 23 4 23 24 11 AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Description and Rules 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 AMGR_Opportunity View Opp_Type 30 Traditional Campaign 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 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 513 Crystal Reports Database Views Tables Reference Table 13 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Strategy_Id Team_ld Status Name Objective Reason_ld Probability_Closing Cost Forecast_Revenue Start_Date Data Type Numeric Integer Integer String String Numeric Integer Float Float DateTime Len Foreign
26. 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 Record_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 add
27. 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 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 12 User s Guide Configure 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 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 mE Connect using this line and address me Address Address 0 E 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 Preferences Joe Napol i Ss Transfer Envelopes Labels Reports Email Outlook Synchronization Printingto HTML Diagnostic Overview Page System Defaults L
28. 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 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 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 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 record is being created or modified Alarm Integer 2 0 Alarm not set 1 Alarm set Alarm_Lead_Min Integer 4 Lead time for alarm in minute
29. Joe Napoli Computer Di i Network File name ABentries071012 Save Save as type CSV csv E Cancel 6 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 15 425 Administration for Maximizer 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 Book Entries Ea Specify export file File name D Maximizer ABentriesO71012 Format Comma Separated Value _ I DOS text Export options Indude field names as first record in export file r e lin ala Dil feler Click OK The Select Fields for Export dialog box opens E From the Available Maximizer fields list select each field and clicking Add Click Catalog to retrieve a previously saved export list For more information see Selecting Fields for Export on page 426 Select Fields for Export coj Available Maximizer fields Order of export fields to ABentriesO71012 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 cty Customer Profile Contact How State Province Customer Pr
30. Labels Repots Emai Outlook Synchronization Printngto HTML Monitoring Diagnostic Overview Page System Defaults Logging _ Format Calendar Hotlst Dialing Default settings Options Set alarm on when adding an appointment Ignore conflict checking I all ak d notificati Alarm lead time ueo E Ignore all alarms and notifications V Add or modify multi user appointments Defaultinterval 39 x minutes Do not display holidays Default view wey Carry forward unfinished activities V Show non work days in weekly view First day of week Sunday x Suppress follow up activity prompt as Indude Address Book entries in Working hours 8 00 AM vjto 5 00PM_v appointment email reminders En 7 Enable pop up information boxes in the Te a eee z calendar window after 2 seconds Email appointment notification Ask V Indude the iCalendar ics attachment Access to Calendar Work days Full access Lou Jones X E 1 Sunday V 2 Monda Read access All users mo k d 7 3 Tuesday Access to Hotlist Z 4 Wednesday Full access Lou Jones V 5 Thursday 16 Friday Read access All users P 7 Saturday OK Cancel Apply Send Email Notification as iCalendar Files In your Calendar Hotlist preferences you can specify that iCalendar ICS files are attached to appointment email notification sent to Address Book entries Appointments are automatically added to the calendar of Addr
31. Parameter Data Type Description Alphanumeric String The alphanumeric string to convert Example Value Contract Number This example returns the alphanumeric user defined field Contract Number as a numeric value If the field contains an alphabetical character it returns 0 Use date functions to manipulate date fields When you use date functions you can use date fields as the parameters for the function 92 Date Day Maximizer CRM 12 User s Guide 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 e Date Converts integers to date values e Day Returns the day of the month as an integer from a date value e Dayofweek Returns the day of the week expressed as an integer e Month Returns the month as an integer from a date value e Year Returns the year as an integer from a date value Converts integers to date values Syntax Date Year Month Day Parameters Parameter Data Type Year Integer Month Integer Day Integer Example Date 2009 7 9 Description The four digit year The one or two digit month The one or two digit day This example returns July 9 2009 as the date value Returns the day of the month as an integer from a date value Syntax Day Date Dayofweek Month Chapter 4 93 Maximizer Entries Param
32. Superior Selection x Comment Marylyn likes our current selection She s very impressed with our winery She placed an initial order for this season She s promising to push our products and may place a second order later in the season Denotes required field ok cance Apply Suspend an Opportunity To complete this procedure you must have Modify rights for opportunities and you must either be assigned as the leader or be a team member with edit rights in the opportunity When you suspend an opportunity it is no longer displayed in the list of current opportunities When the opportunity is suspended you can continue to modify the opportunity If a strategy is scheduled for the opportunity you cannot modify the success factors roles and steps in the opportunity Any unfinished activities are removed from the Hotlist If you later reopen the opportunity the activities are returned to the Hotlist Open the opportunity A Select the Status tab Under Current working status select Suspended 4 Under Completion reasons select a reason for suspending the opportunity and enter a comment as desired H click ox Sales Teams Sales Team Members Chapter 8 239 Opportunities 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 to members of the team These
33. 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 12 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_ld Integer CampID 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_ld 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 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 cam
34. appointments checkbox and specify the date range of appointments to synchronize Private appointments will not be synchronized unless the Include private appointments checkbox is also selected Chapter 7 223 Email e 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 e To synchronize Maximizer Address Book entries and Outlook contacts select the Synchronize Address Book entries checkbox e 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 e Inthe Synchronize Address Book entries from Favorite List drop down list select the Maximizer Favorite List to synchronize e Inthe Synchronize Contacts from Outlook Category drop down list select the Outlook category to synchronize 5 If you are a MaxExchange user click MaxExchange
35. click Other Options in the system defaults required and click OK preferences On the Setup tab s 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 218 Maximizer CRM 12 User s Guide e Search for the entries by Company or Last Name and click Search e Select the entries from the Entries available for assignment from search results list and click Assign E click ox View an Address Book Entry 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
36. 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 204 e Set Up Novell GroupWise and Lotus cc Mail Mail on page 205 e Set Up Microsoft Outlook on page 205 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 Outlook e Novell GroupWise For the latest version information of compatible email programs see the Maximizer website at WwWww maximizer com Chapter 7 205 Email Set 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
37. option selected in your email preferences Set 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 such 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 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 206 Maximizer CRM 12 User s Guide Setting Email Preferences Maximizer contains a number of email preferences that let you set default options for incoming and outgoing email and customize the Email window You can access these settings in the Email tab of the Preferences dialog box Preferences Joe Napoli Ec Outlook Synchronization Printingto HTML Monitoring Diagnostic _ Overview Page_ System Defauts Logging Fomat Calendar Hotlst_ Dialing Transfer Envelopes Labels Reports o Emai Options F Show email requirements before using ema
38. s Guide Help Menu You can access all commands from the Help menu in Maximizer CRM 10 5 by clicking the Maximizer button in Maximizer CRM 12 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 Maximizer CRM Maximizer Live Update In Maximizer CRM 12 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 12 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 Maxi
39. select Document Administration gt Move Linked Documents from the File Management group Click the Maximizer button and select Quick Backup Click the Maximizer button and select Exit Edit Menu Appendix A 453 Maximizer CRM 12 Ribbon Interface You can access most commands from the Edit menu in Maximizer CRM 10 5 on the Edit tab in Maximizer CRM 12 You can also access commands on the Home and Setup tabs Maximizer CRM Escona Tutorial x Tools Reports Setup 8 4 Home Edit View Search o E g a i Delete E Make List Invert Select De select De select Global Combine Duplicate Current Selection All All Entry List Relate Entries Copy Link 4 BZ convert Contacts to Individuals Paste Link Entry Edit Entries Convert Individuals to Companies 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 12 On the Home tab select Address Book Entry gt Company from the Create group On the Home tab select Address Book Entry gt
40. 17 02 2010 12 00 AM aoe hotel for West Coast Wines trade 17 02 2010 12 00 AM 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 369 A Create the dashboard using the Dashboard Wizard For more information see Create a Dashboard on page 368 Add indicators to the dashboard For more information see Add an Indicator to a Dashboard on page 373 4 Customize the appearance of the dashboard indicators For more information see Customize a Dashboard Indicator on page 377 5 Resize and move the dashboard indicators For more information see Moving and Resizing Dashboard Indicators on page 378 368 Maximizer CRM 12 User s Guide Create a Dashboard 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 Mobile Access 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 and click Next Dashboard Wizard Webpage Dialog Dashboard e th Work with Dashboards Create a New Dashboard Create a completely new Da
41. 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 Case queue Pointer to value in system UDFs 60029 500 User s Guide Table 9 Field Name 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 Article_Number Maximizer CRM 12 AMGR_CSCases View Data Type Integer Integer Float Float Float Integer String DateTime String DateTime String DateTime String Integer String Integer String String Len 11 11 11 11 24 128 24 Foreign Table Ref ADMN_User_ Details User_Id AMGR_Documents Document_ld Document_ Number AMGR_Documents Document_ld Document_ Number Description and Rules 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 points to a knowledge base article with the case solution Subject line of the case Points
42. Access to the Trusted sites zone If you use Firefox you may need to enable pop up windows for the site If Firefox is blocking pop up windows you are prompted with a message at the top of the browser window when you try to access certain commands The message states that Firefox is preventing Maximizer Web Access from opening a pop up window In Firefox select Tools gt Options and select the Content tab A Next to Block pop up windows click Exceptions In the Address of web site field enter the Maximizer Web Access URL and click Allow Chapter 11 341 Maximizer on the Web Allowed Sites Pop ups n ex You can specify which web sites are allowed to open pop up windows Type the exact address of the site you want to allow and then click Allow Address of web site Site Status maximizer server Allow Remove Site Remove All Sites Close 4 Click Close 5 Click OK to save the changes to the Options dialog box 342 Maximizer CRM 12 User s Guide Mobile Access Mobile Access is installed as part of the Maximizer Components for IIS Check with your system administrator for further information Instructions for installing enabling and configuring Mobile Access are in the Maximizer CRM Administrator s Guide Mobile Access lets you access your Maximizer Address Book over the Internet from mobile devices You can access the following types of information in Mobile Access e Addr
43. Always 0 Cost Float 8 Campaign budget Forecast_Revenue _ Float 8 Revenue expected from campaign once it is successfully complete Only the Campaign Leader user can modify this field Start_Date DateTime 8 Start date of the automated campaign Estimated_Close_D DateTime 8 Not applicable to campaigns ate Close_Date DateTime 8 Actual close date of the campaign Must be greater than Start_Date Only the Campaign Leader user can modify this field Last_Modify_Date DateTime 8 Close date specified by user Date and time when campaign was last modified stored in Last_Update_Date Actual_Revenue Float 8 Actual revenue generated by the campaign Applicable only if Status 23 Record_ld Integer 4 Creator_lId String 12 Create_Date DateTime 8 Suspend_Date DateTime 8 Not applicable to automated campaigns Days_Suspended Integer 4 Not applicable to automated campaigns Dynamic_Strat Integer 2 Not applicable to automated campaigns Dynamic_Team Integer 2 Not applicable to automated campaigns Table 12 Field Name Opp_Type Comment Completion_Comm ent Last_Update_Date Updated_By_Id TestStatus Last_Opp_lId Cont_Client_Id Cont_Cont_No NextAction NextAction_Project ed Revenue_Currency_ Id Data Type Len Integer String String DateTime String Integer String String Integer String String String 2 508 508 11 23 23 64 4 Appendix B 511
44. C Company Details Customer Details Software amp Support Details of Licenses D Company Details Customer Detaiis Software amp Support Details of Licenses M Company Details Customer Details Software amp Support Details of Licenses P Link ok Cancel Insert a Basic Merge Field in a Microsoft Word Document If you created templates with merge fields using a previous version of Maximizer you must delete and reinsert the merge fields in the template To complete this procedure Microsoft Word Integration must be installed You can add a merge field for some basic fields directly from the Maximizer CRM group in the Add Ins tab The current state of the Link checkbox in the Insert Merge Field dialog box determines if the merge field is added as a link or not By default the merge field is added as a link With a document open in Word place your cursor where you want to insert the merge field A In the Add Ins tab click the bottom of the Insert Merge Field icon in the Maximizer CRM group and select the merge field The merge field is inserted into the document at the cursor position Preview a Microsoft Word Document Word templates created in previous versions of Maximizer do not work in Maximizer CRM 12 You must recreate the templates using the latest version of Word Integration This procedure is written for Microsoft Word 2007 or later The steps are slightly different in earlier versi
45. 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 The following sections contain information on multi currency e Currency Library on page 249 e Add a Currency to the Currency Library on page 249 e Modify a Currency in the Currency Library on page 250 e Change the Currency in an Opportunity on page 251 Currency Library Chapter 8 249 Opportunities 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 Currency Library es Entry currencies Code _ Description Rate Rate Last Modified Add iad USD US Dollar 7 00000000 20077073 CAD Canadian Dollar 1 00000000 2007 1013 Modify Delete m Denotes corporate currency OK Cancel Once you add a currency you can use it as the revenue currency for any 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 dele
46. Calendar and Hotlist ccsccesceseeseencnscnsensensenseeeeneeenenes Hotlist Tasks a aa a a a a aidaa Hotlist Window Viewing Hotlist Tasks Add a Hotlist Task Reassign Hotlist Tasks cccsccccssceeesseeeeeeeeeeseeeeeeaeeeeseessseeeeeseeessenees Calendar Appointment cc ccccseececeeeeceeeeeeeeaeeeeseeeeseaeeeecaeeeseaeeeseeneeees Calendar Window isis cisoece seach faded cascacvesecuteaesacideatachusschettadeceshivaattancdveaee Add Items to the Calendar Legend Viewing Appointments ccceeeeseeeeeeeeee Add an Appointment 0 Add Users to an Appointment View the Availability of Users Locations and Resources Calendar and Hotlist Preference ccccccccccccssccssesscssesseeseeseeeeeeeesseeseeeseeees Set Calendar and Hotlist Task Preferences Send Email Notification as iCalendar Files Chapter 7 v Viewing Activities for Entries ccscccescssesssesssecsseesseessaeeseessaesseessresens 178 View Appointments and Tasks Scheduled for an Entry 0 008 178 Alaris erian eeno i eenean aei iaaea dana a taea ia aen i taaa aae a aeiaai 180 Set an Alarm for a Hotlist Task cccccccccssessccsssscsseesseessseesseeeseesenees 180 Set an Alarm and Email Reminder for an Appointment 0 181 Set Default Values for Alarms and Reminders cceccceseesseeenees Reschedule an Alarm c cccccsccceesceceeeeeeeeeeeseneeeseaeeseeeeeessneeeseeeeeaes
47. Creation Date This example returns the year that an entry was created 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 Ceiling Floor Chapter 4 95 Maximizer Entries 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 Number Decimal DecPlace Integer Example Ceiling 2 32 1 This example returns 2 4 Description The numeric value to round Optional The number of decimal places to round up to 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 Number Decimal DecPlace Integer Description The numeric value to round Optional The number of decimal places to round down to 96 Maximizer CRM 12 User s Guide 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 Paramet
48. Customer Access Log In to Maximizer Web Access You can access the sample Escona Tutorial Address Book using jnapoli as the user ID and maximizer as the password Maximizer Web Access runs in Microsoft Internet Explorer and Mozilla Firefox You can access Maximizer CRM Live by entering the URL directly in your web browser Enter the Maximizer Web Access URL in a web browser The URL is set by your system administrator Typically the URL would look like the following http YourServerName MaximizerWebAccess Default aspx A From the Log in to drop down list select the Address Book you want to open Enter your User ID and password Chapter 11 339 Maximizer on the Web 4 Click Log In Maximizer CRM Loginto Escona Tutorial hd User ID JNAPOLI Password eeesseeee Remember me Log In 1988 2011 Maximizer Software Inc Enable the Maximizer Add On in Internet Explorer If you use Internet Explorer to access Maximizer Web Access you are prompted when you first log in with information about an add on from Maximizer Software The message is displayed at the top of your browser window You should accept the add on At the top of the browser window click the message bar and select Run add on A Click Run to confirm the change Configure Internet Explorer to Use Maximizer Web Access If you use Internet Explorer you may need to adjust your security settings to acce
49. Customer Service 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 modified 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 Article 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 The search returns only entries containing full words specified in the search text If you search for text that is included in part of a word the search does not return entries that contain that word For example if you search for hedge only entries containing the word hedge are returned Entries containing the word hedgehog are not returned 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 s
50. Customers Annual Sales Groups Add Suppliers Save Fesa 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 400 Maximizer CRM 12 User s Guide 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 Saved Graph Properties E able to generate the graph Name and owner Name Suppliers Owner x Name of saved search to execute prior to displaying graph gt l o E CHAPTER OrderDesk Keep track of customer orders In this chapter About OrderDesk on page 402 Sales Quotes on page 403 Item Table Merge Fields on page 408 Catalogs on page 411 Online Orders and Inquiries on page 414 402 Maximizer CRM 12 User s Guide About OrderDesk Enable OrderDesk 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 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
51. Defined Fields The Set Up User Defined Fields dialog box opens A 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 or 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 Defined Fields tab when you clear the Show hidden fields option Chapter 4 81 Maximizer Entries 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 Create a User Defined Field 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
52. Down Calendars Keyboard Shortcuts Notes ccccccssseeseseeesseeeeeees Keyboard Shortcuts Phone Calls Keyboard Shortcuts MacroS c ccccssccceesceeseeeeeeeseeeeseeeeesneeeesseeeeseas Keyboard Shortcuts Other Tasks ceccceseesceeeeeeeseeeeeeeeeeesaeeeeeeenees Crystal Reports Database Views Tables Reference 469 OV ERVIQW vaseccnsecciie chtedeelcerssl coccacecyasacesdaertevasued A E EET 470 Data Population for the Current WINdKOW c ccccccsseeseeseesssesesesseess 470 Database Views for User Defined Fields cecceeceeseeeeseseeeeeeteeeeeeeenees 471 Microsoft SQL View Prefixes cccccccccccccccccceececeseseesesseseesssssneneeeeeees 471 Database Driver Used to Create Crystal Reports ccccccssseeessteeeneees 471 Filtering Data drona oinaan eaei arraia dadaa dakna Cika SERAN iai 472 HU Aate E EAT A A TT 473 Controlling WiNGOWS cccccccccseceeeseeeeeeeeeeeeneeseeneeeseaeeeeeeneeesieeeeseeeesaees 473 Customer Service Window Example ccssccceseeeeeeteeeeeteeeseneenees 474 Including Additional Views in Your Reports c cccsssceeeseceeeeseeeeeeeeees 474 User Defined Fields Example cccscccsscsssscesseeseecsseesseeeseeesseessseeetess 475 Notes EXAMPIOiv c c ciecsseenccseiedacsscveveshesacicnedecdeedcnevaaccddvedavessveneseis ceased 476 SQL Views and Data Tables cccccccccceccccecsceeeeeeeeesseceeceseeseeeeeeuaneaeeeseeens 477 AMGR CIIGHE Ve aa e aa A
53. Escona Wines z Spelling 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 Ea Automated Campaign Activities Activities Name Type _ Days Del Start Time Add Email 10 7 06 35 PM Ee Email No 2 Email 14 7 0729PM Properties Email No 3 Email 21 7 07 56 PM se Delete Description Five dollar discount offer Back 6 When you are finished defining activities click Next To create an automated campaign immediately using the template select Launch a new campaign based on this template 8 Click Finish to save the template 282 Maximizer CRM 12 User s Guide Add an Activity to an Automated Campaign Template 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 The Automated Campaign Templates dialog box opens A Select the automated campaign template to which you want add the activity and click Next The Activities wizard page opens Click Add and select Email Fax or Print New Automated Activity ES Aut
54. Favorite List Add to Favorite List ex Add to Favorite List Selected entries Current entry All entries Available Favorite Lists Show My Favorite Lists Z Name Creator OK All Entries in Escona Joe Napoli A All entries in WA Joe Napoli ane Allleads Joe Napoli All non teads in California Joe Napoli Key Accounts Joe Napoli My leads Joe Napoli Details of the selected list Number of visible entries 29 Description Some of our important customers View a List of Favorite Lists for an Entry You can view a list of the Favorite Lists to which the current Address Book entry opportunity or customer service case belongs Open the entry A 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 120 Maximizer CRM 12 User s Guide Column Setups Create a Column Setup 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 fi
55. 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 assigned 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 160 e Viewing Hotlist Tasks on page 161 e Adda Hotlist Task on page 162 e Reassign Hotlist Tasks on page 163 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
56. Holly Celine Dancer Daniel Brown Jon Bowser Lucy Garcia Mark Bertolli Matt Graham Miranda Corell E click ox ii fi Chapter 6 165 Calendar and Hotlist 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 campaigns customer service cases and opportunities or they can be personal The following sections contain information on working with Calendar appointments e Calendar Window on page 165 e Add Items to the Calendar Legend on page 167 e Viewing Appointments on page 168 e Add an Appointment on page 170 e Add Users to an Appointment on page 172 e View the Availability of Users Locations and Resources on page 173 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 In the View bar at the top of the page you can view the dates for which appointments are currently displayed in the page By default appointments are displayed for the current day week or month You can select any other day week month to view appointments in the Calendar for that time period You can display the appointments for other users if they have given you a
57. 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 g 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 E If required use the Move Up and Move Down buttons to move the territory in the list Assign a Territory to an Address Book Entry Users can manually assign territories and account managers to Address Book entries on the Edit Basic Information tab of open entries Users with the Sales Manager role can always manually assign territories When a sales manager assigns a territory Set by manager is displayed in the Territory Status field Users without the Sales Manager role can manually assign territories while creating new Address Book entries 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 Users can always manually assign territories for Address Book entries to which they are assigned as account managers Changes to territory status are logged to an entry s notes Open the Address Book entry to which you want to assign a territory A If necessary from the Key Fields for drop down list select a Key Fields list that contains the Territory and Acco
58. 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 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 298 Maximizer CRM 12 User s Guide 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 Campaign 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 Remove the Current Entry 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 Remove Subscribers from a Campaign You can remove Address Book entries t
59. In many of the Maximizer dialog boxes you can use the Maximizer Spell Checker to check 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 The following section contains information on languages in the Maximizer Spell Checker e Change the Language for the Spell Checker on page 446 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 APPENDIX Maximizer CRM 12 Ribbon Interface Find the locations of commands in Maximizer CRM 12 In this chapter The Maximizer CRM Ribbon Interface on page 448 Finding Commands in Maximizer CRM 12 on page 449 Keyboard Shortcuts on page 463 448 Maximizer CRM 12 User s Guide The Maximizer CRM Ribbon Interface In the Maximizer CRM 12 interface all commands are available on tabbed ribbons In some 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 locations of the commands in the Maximizer CRM 12 ribbon interface The following terms refer to elements in the Maximizer CRM 12 interface Tabs The ribbons where commands are displayed Ta
60. Income Private In the Account area enter a name and a description 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 Record an Income or Expense Amount Once you have set up your income and expense accounts you can record income and expenses for specific days Select the Personal icon and select the Expenses tab to open the Expenses window A If necessary select a month for the expense income 364 Maximizer CRM 12 User s Guide 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 E Amount per day Daily summary March 12 2010 0 00 4 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 Amount Add Subtract Replace Details of account Description Flights Type Income Expense Security Public
61. Location select the MaxExchange server or remote where your Outlook profile can synchronize with Maximizer and click OK Tl click ox 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 224 Maximizer CRM 12 User s Guide Phone Mapping Ea 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 Cancel Maximizer Field Outlook Field Main Primary Pager Pager Cell Mobile Home Home Direct Business Fax 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 Because the fourth phone number description is empty in the default entry Maximizer fills it with the Pager phone number description Mai
62. 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 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 12 User s Guide View Menu 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 12 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 g
63. OK Target entry George Town Package Stre Cancel Select the action you want to perform Relate the source entries to the target entry Combine the source entries and the target entry into a single entry Move the source entries to the target entry Chapter 3 Address Book Entries 55 A Specify the details of the relationship between the two entries and click OK Related Entry Description These Address Book entries are linked Ea The Address Book entry George Town Package Stre e is related to Foster Wine Speling 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 Unlink Address Book Entries 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 In the Related Entries following window select the entry to unlink E On the Edit tab select Unlink Selected Entry from the Relate amp Convert group 56 Maximizer CRM 12 User s Guide 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 Set
64. Of Graph cccccsccesesstssstecssressssesseeseens Maximizer CRM 12 User s Guide Chapter 14 Chapter 15 Title and Footnote Merge Fields cceseescesseeeeneeeeeeeeeesseeeeeeenaees Insert a Title or Footnote Merge Field eeeeceeseeseeseeeeteeeeeeeees Customizing your Graphs c ccceeeeseeeeeees Using Graphs in Other Applications Saving Graph SettingS ccccccesceeeesteeseees Add Graph Settings to the Graph Catalog ccsseceeeteeeeereeeees OrdlerDesk cc2eeseceeeeeeeeeeeeeeneeeeeeeneeeeeeeeeeeeeeeseeseneeaneeeeseanees About OrderD eski aaa aaae aa aaae aaa eest Eea ioa KEE eee Enable OrderDesk eeeeeeee Open the OrderDesk Window Sales QUOTES ccccecccecceesseeeeeeseeeeeeeeeees Set Up a Sales Quote Apply a Discount to a Quote ceeeeeeeeeeees Add Shipping and Tax to a Sales QUOtE ccccseseeessteeeeeeeeteeeeeees Item Table Merge Fields ccccsscccseeeeeesceeseeeeeeeeeeeeseneeeseneesesaeeesseeeseaes Create an Item Table Merge Field ccssscccesseeeeeeeeeeeseeeesseeeeeees Inserting Item Table Merge Fields cc cccseseeeeeseeeeeeeeeeseeeesseeees lee OTe E A E A T E RT T AG a Catal Og ETA EE TEA TE Add a Section to a Catalog Add an Item to a Catalog Import or Export Catalog Items Online Orders and INQuiries c cccessccesseeeeeenceeeececeeeeeeese
65. Re User Defined Fields 14 UseAlternateForm D E PE Description x Combined Partner and Inte Gif 2010 Campaigns and Sales i Received 2010 a fe gis les arketing az Subscription Heard About Promo level a Customer Service Partner Retail Reseller Info a f Customer Profile V Show hidden fields a Accepted Winter Promo a User Defined Fields 2010 Campaigns and Sales Ac Email C C ox can 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 103 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 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 Specify Date Field Values for Search Field Name Contract Expiry Description Today Enter or chai Erom To I Ignore Ye C Rolling date range Specified date range nge valu
66. Remove to remove values from basic and user defined fields leaving the fields blank e Inthe Remove column of a table user defined field select specific field values to remove from the field without removing all values e Inthe Global Edit Rules tab specify how to add values to modified user defined fields and some basic fields such as category e Inthe 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 The following sections contain additional information on working with the Global Edit command e Modify Multiple Entries on page 108 e Add Values to a Field in Multiple Entries on page 111 e Remove Values from a Field in Multiple Entries on page 112 e Add a Note to Multiple Entries on page 113 Modify Multiple Entries To complete this procedure you must have the Allow Global Edit privilege You can use the Global Edit command to modify multiple entries at once Create a list of entries to modify or In the current list select the entries you want to modify e Click in the gutter to the left of entries Chapter 4 109 Maximizer Entries e Click on the entries one at a time while holding down the Control key e To select all entries betwe
67. 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 89 Maximizer Entries 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 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 90 Maximizer CRM 12 User s Guide Substitute Text Example Search Wine Company_Name This example searches for the text Wine in the company name and re
68. 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 Keyboard Shortcuts Macros The following keyboard shortcuts apply to working with macros Press F11 Shift F11 Ctrl F11 Keyboard Shortcuts Other Tasks Appendix A 467 Maximizer CRM 12 Ribbon Interface To Record a macro Run the last macro View the list of macros The following keyboard shortcuts apply to any other tasks in Maximizer Press F1 F8 Shift F9 Ctrl W Ctrl Z Alt F4 To View help for the current window or dialog box Open the Maximizer Word Processor Use the Timer Use a Maximizer Wizard Undo the last search Exit Maximizer 468 Maximizer CRM 12 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
69. Status H 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 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 Create a Graph on page 392 e Selecting Fields and Values for Your Graphs on page 393 e Defining the Appearance of Graphs on page 395 e Title and Footnote Merge Fields on page 396 e Insert a Title or Footnote Merge Field on page 397 e Customizing your Graphs on page 397 e Using Graphs in Other Applications on page 398 e Saving Graph Settings on page 399 e Add Graph Settings to the Graph Catalog on page 399 392 Maximizer CRM 12 User s Guide Create a Graph You can create graphs using information from your Address Book entries and opportunities In the Address Book or Opportunities window create a entries to graph A On the Tools tab select Gr
70. Teams Online help When accessing online help use Intemet help content X Other Options Cok Cancel Apply Edit the settings and click OK to save the changes Working with Lists of Users The Display Users by Groups setting in the System Defaults preferences affects how users are listed in a number of dialog boxes in Maximizer including the Appointment and Select Users for Full or Read Access dialog boxes If you enable the setting you can select which groupings to include in the user lists The grouping are determined by various user properties All Users Lists all enabled users in a single list in alphabetical order without any other groupings Departments Groups users by department A user s department is set in the Dept field of the user s properties Users without values specified in this field are not displayed in this list In the user properties security must be set to Public for users to display in this list Disabled Users Lists all disabled users in alphabetical order Disabled users cannot log in to Maximizer and are not displayed 349 350 Maximizer CRM 12 User s Guide in any of the other lists However you can add disabled users to appointments Divisions Groups users by division A user s division is set in the Division field of the user s properties Users without values specified in this field are not displayed in this list In the user prope
71. Up a Territory 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 Maximizer 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 The following sections contain additional information on Territory Management e Set Up a Territory on page 56 e Assign a Territory to an Address Book Entry on page 58 e Align Territories on page 59 To complete this procedure you must have the Sales Manager role 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 All entries match a territory that does not contain any rules So if you create such a territory it is placed by default
72. Yes or No for each of the options e Inthe Receives mail sent to Company or Individual drop down list specify if you want to send mailings to the 110 Maximizer CRM 12 User s Guide 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 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 6 Under Update options specify how you want to use the current list 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 To replace the existing values with the selected values select Replace table field values or Replace user group field values 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 ese 7 E
73. You can access commands from the Web menu in Maximizer CRM 10 5 on the View Search and Tools tabs in Maximizer CRM 12 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 Visit Maximizer In Maximizer CRM 12 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 12 You can access most commands from the Tools menu in Maximizer CRM 10 5 on the Tools tab in Maximizer CRM 12 Internet Macro Maximizer CRM Escona Tutorial X 4 Home Edit View Search Tools Reports Setup wi pi 7 gt A g Web Form z ER G J A TA L5 al E A e 3 Mailing Lists 2 gt PN 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 In Maximizer CRM 10 5 select Tools gt Phone Timer In
74. 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 The colors of current and selected entries override the colors in coloring rules You can also customize these colors The following sections contain additional information on coloring rules e Create a Coloring Rule on page 123 e Apply a Coloring Rule on page 124 You can create coloring rules from the Address Book Opportunities Customer Service and Hotlist windows 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 J 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 fro
75. a campaign when you first create the opportunity On the Setup tab select Preferences The Preferences dialog box opens A Select Automatically assign campaign when creating a new opportunity From the Limit the search to campaigns created drop down list select the time period in which campaigns must be created You can limit the search to campaigns created in the current year quarter or month 236 Maximizer CRM 12 User s Guide To ignore the creation date of campaigns select All Dates 4 Click OK to save the changes to your preferences Chapter 8 237 Opportunities Opportunity Status When you add a new opportunity its status is set to In progress By default when you open the Opportunities window your current or In progress opportunities are displayed You can change the status of an opportunity to indicate that the opportunity is won lost abandoned or suspended The following sections contain information on opportunity status e Complete an Opportunity on page 237 e Suspend an Opportunity on page 238 Complete an Opportunity To complete this procedure you must have Modify rights for opportunities and you must either be assigned as the leader or be a team member with edit rights in the opportunity You can complete an opportunity to indicate that the opportunity is won lost or abandoned While completing the opportunity you can select a reason and enter comments on the oppor
76. 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 The following section contain information on testing automated campaigns e Runa Test Automated Campaign on page 308 Run a Test 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 Chapter 9 309 Campaigns Calculating the Return on Investment for Campaigns You can calculate the return on investment for an automated campaign in the Basic Information tab of an open campaign The calculation is based on the revenue generated by opportunities associated with the campaign In order to be counted in the calculation opportunities must have values specified in the Revenue field The return on investment adds up the revenue from all won and in progress opportunities associated with the campaign You can add the Revenue Won and In Progress Revenue fields to your column setup to view this calculation directly in the Campaigns window You must update the calculation directly in the campaign entry to update the values shown in the column setup The following sections
77. adding the document you browse to an existing file on your hard drive or network By default files are embedded into the database when you add them to the Company Library You can also link a file to a location on a hard drive and only a link to the source file is stored in the Address Book 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 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 6 To link the file to a location on a hard drive select Link Chapter 5 155 Notes and Documents For the file to be accessible Click OK from other computers specify the full UNC file path to the file for example server name Documents folder maximizer doc and ensure it resides in a shared location Add a Note to the Company Library You can add plain text notes to the Company Library Write the content of the note directly in the Company Library window while adding the note In the Company Library window click on the folder to which you want to add the note 2 On the Home tab select Article gt Note from the Create group Right click and select Add gt Note Enter a name for the note 4 Click in the right pane of the window and type t
78. 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 not Windows Explorer or another file management tool Create a Document in the Maximizer Word Processor 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 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 142 Maximizer CRM 12 User s Guide Category X Create as this type of fle Template Document for Use this template as the basis for new file Create New Document P pe p Document details Name untitled Owner Public zi Fax Form Fa
79. and email address fields If information is not entered in these mandatory fields the customer will be notified via a Failure page e Create rules to manage when collected information is sent to the website administrator or whatever other email addresses you specify e Use HTML to customize the look of the areas above and below the web form the look of the form itself cannot be customized e Use HTML to customize the Success page and the areas above and below the Failure page e Preview the web form and return to the respective wizard screens to make the required adjustments The following sections contain information on web inquiry forms e Open the Web Inquiry Form Wizard on page 360 e Requirements for Web Inquiry Forms on page 360 e Create a Direct Insert Web Form on page 361 360 Maximizer CRM 12 User s Guide 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 Ex Maximi 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 es NOTE To use this feature you must have access to a web server with HTML file reading and CGI execution pemissions Consult your Intemet Service Provider ISP or system administrator for more information on the
80. and group access settings Combined user and group access settings determine a user s access rights 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 automated 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 Company an Address Book entry used to record information for a company or organization Company Library a shared library of c
81. applied at different MaxExchange distribution sites to the same team territory leader and fiscal year Select the Quotas icon to open the Quotas window On the Home tab select Quota from the Create group Right click and select Add Quota g to base the quota on Click OK In the Template name drop down list select a quota template Select the leader team or territory that the quota applies to If necessary adjust the other properties of the quota CHAPTER Campaigns Market Your Products and Services In this chapter About Campaigns on page 262 Traditional Campaign Templates on page 266 Working with Traditional Campaigns on page 271 Automated Campaign Templates on page 279 Automated Campaign Messages on page 285 Creating Automated Campaigns on page 290 Activities in Automated Campaigns on page 295 Automated Campaign Subscribers on page 297 Automated Campaign Statistics on page 300 Status of Automated Campaigns on page 306 Testing Automated Campaigns on page 308 Calculating the Return on Investment for Campaigns on page 309 262 Maximizer CRM User s Guide 12 About Campaigns Campaigns 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 e
82. 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 selected users or security groups to the Selected users and groups list If you accessed the dialog box from 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 security 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 security group 44 Maximizer CRM 12 User s Guide g Click Remove to remove the selected user or security group from the list stripping all access rights from the user or group Public cannot be removed from the list Public access rights are automatically changed when users or groups are given access rights to the entry Select users for Full or Read Access Ea Available users and security groups Selected users and security groups all Users O Name Permission amp Celine Dancer B public No Access o JOSSE amp Daniel Brow 3 Full Joe Napoli Access o 1 a a amp Jon Bowser 2 Lou Jones Saona Sea amp Lucy Garcia Sales S Mark Bertolli amp Matt
83. 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 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 d
84. 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 the activities are listed with the associated Address Book entries as well as with the opportunities and customer service cases You can also add and modify activities directly in entries The following sections contain information on viewing activities associated with entries e View Appointments and Tasks Scheduled for an Entry on page 178 View Appointments and Tasks Scheduled for an Entry Open the entry A Select the Activities Sales Plans or Marketing Plans tab depending on the type of entry that is open 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 Chapter6 179 Calendar and Hotlist To add modify or delete activities for the entry click More abe fy Copy
85. contain information on calculating the return on investment in campaigns e Calculate the Return on Investment for a Campaign on page 309 e Retrieve a List of Opportunities for a Campaign on page 310 Calculate the Return on Investment for a Campaign Open the campaign A Under Revenue from opportunities generated by this campaign next to As of select the date from which you want to calculate the revenue By default the creation date of the campaign is selected but you can select another date to narrow the date range Click Calculate The Won field displays the total revenue of the opportunities that are won The In Progress field displays the total revenue of the opportunities that are still in progress 310 Maximizer CRM 12 User s Guide Retrieve a List of Opportunities for a Campaign You can quickly retrieve a list of the opportunities associated with a campaign and display them in the Opportunities window e Select the automated campaign and select Search gt Retrieve Opportunities from the Retrieve group The Opportunities window opens and displays the list of the opportunities associated with the campaign CHAPTER Customer Service Provide the Key to Success with Customer Service In this chapter Customer Service Cases on page 312 Creating Customer Service Cases on page 315 Status of Customer Service Cases on page 319 Email Notification for Customer Servic
86. description and cost Click Schedule select the Start date for applying the strategy and click OK Schedule Strategy E Template name Significant Strategy Specification of strategy s start date Startdate April 28 2010 B oK Cancel Chapter 8 245 Opportunities 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 6 column and select a standing for the success factor You cannot apply standings to the On Schedule and Political Alignment success factors They are calculated automatically Atlas Food Inc Get Escona on Wine List A 2 G Monitoring E H Actions E Probability 57 Basic Information User Defined Fields Sales Plans Competitors Partners l Status Show activities Show strategy Strategy template Significant Strategy scheduled details Details of this template User All users gt F Show follow ups Z Show completed activities More gt gt Roles a Roles Standing Score Contacts End Consumer Advocate Likes our product ine 5 11 Head Connoisseur Our Product will suffice with antidpa 8 11 Insider Not enough is known about our cont 2 11 Success Factors Success factors Standing Score Warning Political Alignment Weak support 16 34
87. document to the current printer Send Document E Merge with C Current Entry OK Selected List Cancel Ignore Leads Send document to Printer Log Message Message to Log to Notes Spring Escona Promotion Link a Microsoft Word Document to a Maximizer Entry To complete this procedure Microsoft Word Integration must be installed O word templates created in You can link a Microsoft Word document with the current entry in previous versions of Maximizer Maximizer The Word document is added to the entry as a linked do not work in Maximizer CRM 12 You must recreate th document If the document has not previously been saved you are templates using the latest prompted to save the document while linking it The path to the version of Word Integration document is saved with the entry In order to access the document from other computers running Maximizer you should save the document in a shared network location D this procedure is written for In the Add Ins tab in Word select Link Document from the Microsoft Word 2007 or later Maximizer CRM group The steps are slightly different iri earher verrons Gf Wod A Click OK to confirm the action In necessary browse to the location to save the document and click Save Company Library Chapter 5 151 Notes and Documents You know the value of keeping an organized database of your marketing materials and other company collateral Broch
88. 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 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 Remove All Entries from a List e On the View tab select Clear List from the Filter group 26 Maximizer CRM 12 User s Guide My Work Day You must be part of the Company Announcement Authors security group for your documents to display in the announcements list 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 specify to open the My Work Day window when starting Maximizer and to show or hide company annou
89. each success factor a weight based on your assessment of how much it will influence the outcome of the opportunity 242 Maximizer CRM 12 User s Guide Steps and Activities Roles 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 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 peopl
90. email activities You can view statistics for the entire campaign or you can view statistics for specific email activities in the campaign The following information is tracked The number of email messages opened by campaign recipients The following statistics are included Unique opened emails campaign The number of campaign subscribers that have opened any message included in a campaign e Emails opened The total number of times a specific message has been opened in a campaign activity Emails opened unique activity The number of subscribers that have opened a specific message in a campaign activity These statistic are tracked only if you include the Campaign_Opened_Email_Tracking_URL merge field in your campaign messages The number of campaign subscribers that have unsubscribed from a campaign The following statistics are tracked e Unsubscribes campaign The total number of campaign subscribers who have unsubscribed from a campaign e Unsubscribed activity The number of campaign subscribers who have unsubscribed from a specific activity in a campaign This statistic is tracked only if you include the Campaign_Remove_Subscriber_URL merge field in your campaign messages The number of times landing page URLs are accessed from a campaign The following statistics are included e Total unique clicks campaign The number of unique visits to all landing page URLs in a campaign A subscriber in
91. 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 Chapter 7 Email 195 6 View the currently selected email message in the preview pane Move the upper preview border up and down to adjust the size of the preview pane a Use the icons to perform common tasks such as reply and forward on the selected email message Address Book Entry Create Case Bi Dashboards ZED My Work Day Lg Address Book Lr Opportunities 7 IB Quotas E Qa Campaigns Customer Servi ES Knowledge Ba E Hotiist EE calendar Ek a OrderDesk Press Fl for Help Maximizer CRM Escona Tutorial Email Inbox All Messages 6755 Edit View Search Tools Reports Setup 2 2 Letter n GATo do Print an Envelope g PRP i iv oe Fax Phone Call ja Print a Label Email Note S Make Receive Meeting Time Document all aCa J Action Plan j Insert a File a Task Write Phone 8 Schedule Insert Print Track TX Fitter an gt GP ce cal Ga Show Unread Only Show Address Book Entry V Preview Subject ll H z Atlas Food Inc l O P DB From Subject Date 5 Mailbox Calendar Contacts ice se Company Library User INAPOLT Conversation
92. email reminder checkbox 6 Click OK to save the changes in the Options dialog box and click OK again to save the changes to the appointment 182 Maximizer CRM 12 User s Guide Set Default Values for Alarms and Reminders Reschedule an Alarm In the Calendar Hotlist preferences you can set default options for alarms and email reminders in appointments and tasks The default values specified in the preferences are automatically set in new appointments and tasks You can change these values in specific appointments and tasks while adding or modifying the activities On the Setup tab select Preferences A Select the Calendar Hotlist tab Specify default values for the alarm and reminder preferences e To turn alarms on by default in new appointments select the Set the alarm on when adding an appointment checkbox e Inthe Alarm lead time field specify the amount of time before the activity to set the alarm This setting affects appointments and Hotlist tasks e To send email reminders to Address Book entries by default select the Include Address Book entries in appointment email reminders checkbox 4 Click OK to save the changes to the Preferences dialog box While viewing an alarm you can reschedule the alarm to reappear later You can delay the alarm by a set number of minutes hours days or weeks For upcoming activities you can also reschedule the alarm to go off a period of time before the activity is schedule
93. entry to the Customer Service following window or the Customer Service icon or In the Address Book or Customer Service window right click and select Create a Customer Service Case or In the Customer Service page select Edit gt 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 4 Specify the basic fields for the customer service case 316 Maximizer CRM 12 User s Guide e Select the applicable Products Services and Categories for the case e Enter a Subject and a Description of the case 5 From the Key Fields for drop down list select a Key Fields list and enter values for the fields in the list Key Fields lists contain system fields and user defined fields They are defined by your system administrator in the Key Fields preferences in Administrator They may include the following fields e Follow up deadline Select the follow up deadline for the case e Case Owner Select the Maximizer user who is ultimately responsible for the closure of the case e Assigned to Select the Maximizer user who the case is assigned to 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 o
94. f Favorite List v Actions 3 Preferences View Basic Information User Defined Fields Activities Action Plan options Al Appointments and Tasks oes Activities for this entry Fiter aes J ue Muses El Carry forward unfinished activities F Show completed activities V Show appointments Tasks and Appointments Date T Time User Pr 2 gt Make contact with prospect review needs with pros April 18 2011 Joe Napoli HI DE amp Get the prospects signature on the dotted line April 18 2011 Joe Napoli HI oO fq Z My follow up deadline is approaching August 18 2010 6 28PM Joe Napoli o 2 Prepare and present contract documentation to pros July 5 2010 Joe Napoli A Ole 2 amp Initiate implementation checklist July 5 2010 Joe Napoli A o 2 Get prospect to agree with the implementation plan July 5 2010 Joe Napoli A o 2 Explain terms and conditions to customer July 5 2010 Joe Napoli A o 2 X Review Proposal content section by section with cust June 30 2010 Joe Napoli A o 2 Confirm meeting details for proposal presentation June 30 2010 Joe Napoli A o 2 amp Work through and complete all sections of our propo June 12 2010 Joe Napoli A o X Identify Implementations Steps June 12 2010 Joe Napoli A o A amp Get all pricing exceptions special terms and conditio June 12 2010 Joe Napoli A oO A amp Cost out our solutions check with all effected depart June 12 2010 Joe Napoli A o
95. files directly in Maximizer using the Campaign Message Editor Or use an editor of your choice to create the files You can choose to use your default HTML editor in the system default preferences Email messages can contain 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 Anoza or Dear Marylyn The following sections contain additional information about automated campaign messages e Campaign Message Library on page 285 e Create a Campaign Message on page 286 e Campaign Message Editor on page 287 e Campaign Merge Fields on page 288 e Example of a Campaign Email Message on page 289 Campaign Message Library Automated campaign messages are stored in the Message Body Library accessible from the Campaigns window from automated campaign templates and from activities in existing automated campaigns You can use the Message Body Library to retrieve modify and export existing automated campaign messages You can also import campaign messages created in external applications into the Message Body Library to attach to activities in automated campaigns and automated campaign templates 286 Maximizer CRM 12 User s Guide Create a Campaign Message You can create email me
96. gauge controls only specify that gauges display currency symbols or specify the field width and alignment for each field in a list control e Inthe 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 e Inthe 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 6 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 and drag it to the desired size Modify Dashboard Properties You can quickly modify the properties of dashboards You can change the basic information for the dashboard change
97. 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 kriit Cancel 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 gt 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 wingcgi pI method post name mtiform gt to lt FORM action cgi bin winqcgi pI method post name mtiform gt Chapter 12 361 Customizing Maximizer Create a Direct Insert Web Form 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 virt
98. 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 Len Foreign Table Ref Record_Id Integer 4 Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Record_Type Integer 4 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 insert modify and delete actions and supports MaxExchange transaction journalling Table 7 AMGR_Notes View Field Name Data Type Data_Machine_ld Numeric 9 Sequence_Nu
99. is generated e user The name of the user specified in the Users dialog box in Maximizer Chapter 13 397 Reporting 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 j Primary Interest in Escona Wines Primary Interest in Escona Wines No of Entries I Personal gift or occasion To sell in a restaurantibar To perform other actions click right mouse button on graph Hold down Cit key and use your mouse to rotate a 3D graph eae Pint You can easily add your own touches to your graph by editing it in the Graphing window Primary Interest in Escona Wines Primary Interest in Escona Wines No of Entries BB As an agentidistributor Corporate gift or occasion Personal gift or occasion To sell in a restaurant bar To perform ot
100. list 5 Select a user and click OK to add the user to the list Chapter8 255 Opportunities Users User Dipig Name Deparment Psion BHOLLY Billie Holly Sales Regional Sales Manager COMPANY COMPANY em DBROWN Daniel Brown Sales National Sales Manager JBOWSER JonBowser Sales Regional Sales Manager LGARCIA Lucy Garcia Marketing Marketing Assistant E MASTER flouren I eem dmnao MBERTOLLI Mark Bertolli Sales Regional Sales Manager MCORELL Miranda Corell Marketing Marketing Manager WWHITE Wonda White Sales Sales Representative g Click OK to save the changes to the opportunity monitoring list 256 Maximizer CRM 12 User s Guide Opportunity Pipeline Report With a single click you can view the current opportunities in the pipeline The report graphically displays all opportunities that you select to include grouped by opportunity stage The Opportunity Pipeline report can also be modified using Crystal Reports The following section contain information on the Opportunity Pipeline Report e View the Opportunity Pipeline Report on page 256 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 A Select the entries to include and click OK Opportunity Pipeline Report Group od by Stage Cu damara Rauss 128 000 diih ia Analyze Re
101. list select either MXI or XML Save As Ea Save in Maximizer z c Ea Ps Name e Date modified Type A 2 ABentries070612 xmI 10 15 2007 2 00PM XML Docu Recent Places Desktop il Joe Napoli Computer a C lt Network File name ABentriesO70612 x Save Save as type MXI md xml x Cancel XML xml All Files 6 Click Save Select any of the export options as needed 428 Maximizer CRM 12 User s Guide Export Customer Service Cases 5A File Name D Maximizer ABentries070612 mxi Browse J Indude UDFs J Indude Notes I Indude Documents Support non English characters OK Cancel EJ click ox Export 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 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 4 From the Save as type drop down list select either MXI or XML 5 Click Save Chapter 15 429 Administration for Maximizer Importing Address Book Data Use Administrator or Maximiz
102. management CRM software solution for Review the details of the next step with the team companies like yours Whether you re in management sales With Derek Parker Atlas Food Inc kee or service Mair CRM is daia amp 10 6 2011 Priority A a to help you maximize revenues maximize customer Devinn at plan 1 Contacts 2 Call objectives satisfaction and maximize every single day establist With Derek Parker Atlas Food Inc To get the most out of your Maximizer CRM experience 10 6 2011 5 00 PM 5 X i 3 Company Library Confirm deadline below are some helpful links Online Documentation E With West End Wine Shop EJ Personai e On Demand Online Training B OrderDesk e Customization Integration Other Service Information Recent Entries C West End Wine Shop Parker Derek In this space you can place company wide announcements to ata bor eter alanine tha tart in tha Cremnaer 28 Maximizer CRM 12 User s Guide Getting Help F1 Help 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 Max
103. maximizer com SanFrancisco CA a Hotlist j Meridian Vineyards 604 601 8000 escona maximizer com Paso Robles cA X lt m r gaj Calendar Si Contacts G custom automat 4Opportu f Restea notes fSuser Def L DSocial Net H Address F Columns Default Contact View 3M show lt a gt Y showal k mail Name and Phone Numbers 4 Company and Address 1 Y Date Time Type Text i 6 E J a D Company Library fy Grapes amp Grains Grapes amp Grains October 4 2011 1 41PM Manual Note to sales reps 604 601 8000 11301 N Port Washington i 604 601 8001 Mequon WI 53092 October 5 2011 8 35 AM Outgoing Phone to arrange meetir BF Personal Anderson Nicole Grapes amp Grains call 604 601 8000 179016 Port Waskiogion t October 4 2011 1 40PM Task Appointment Created Ei OrderDesk 604 601 8001 Mequon WI 53092 Discuss detais of new L Contreras Susanne Vice Presidi Grapes amp Grains October 3 2011 8 12PM Customer Case number HO 0008 Recent Entries gt 604 601 8000 385 Salinas Service Case subject Training F i ER 604 601 8001 Salnas CA 93901 October 3 2011 8 09PM Task Hotlist Task Created To amp Inouye Derel Gates Len President Grapes amp Grains schedule appointment Gj Edgar Bros 604 601 8000 11301 N Port Washington September 19 2 18PM Email Subject Reminder Your Ase 604 601 8001 Mequon W153092 2011 month oe Jane September 19 2 18PM Email Subject Email Message Gj Armanetti Wine Shoppe
104. member responsible for completion Name Bilie Holly Miranda Corell 6 Click OK to close the step Apply and Work the Steps in a Traditional Campaign 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 Select the traditional campaign A On the View bar select the Marketing Steps Summary icon 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 until you have applied the step Chapter9 277 Campaigns Marketing Steps Summary Campaign Create 2007 EsconaCatalog Revewe Marketing steps Step Start Date Finish Date Status Create draft of catah October 11 2007 October 24 2007 On Schedule IE 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 5 Select an activity and click Modify to change or delegate an activity g 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
105. message is then included in the logged note You can send email to the user who is now responsible for the case and to the case owner when you assign or escalate a case 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 the case the email message is sent to the Contact Otherwise the message is sent to the Company Individual Click on the customer service case to make it the current entry Open the customer service case 320 Maximizer CRM 12 User s Guide A 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 users must be assigned to the Customer Service Manager or the Customer Service Representative role in Administrator 4 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 5 Enter a Note about the case assignment or escalation 6 In the Actions area select the corresponding option to notify the assigned user case owner o
106. 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 D this procedure is written for In Outlook on the Home tab select Address Book from the Microsoft Outlook 2010 The steps may differ slightly in Find group earlier versions of Outlook The Address Book dialog box opens A Select Tools gt Options Open the Show this address list first drop 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 212 Maximizer CRM 12 User s Guide Addressing zaj Addressing Show this address list first Contacts o o BH Outlook Address Book Contacts Global Address List All Address Lists All Contacts All Groups All Users Maxmail Account on Exchange Public Folders _ Add Remove Properties oK Cancel 4 Click OK and then close the dialog box in Outlook Add an Address Book Entry from Microsoft Outlook To complete this procedure Outlook Integration for Maximizer Web Access must be installed 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 acc
107. month Napoli Subject Email Message Joe Napoli Suhiert Fmail Messane Jne i October 3 2011 12 PM October 3 2011 8 09PM Public Public September 19 2 18PM Email Public Public 2011 September 19 2011 Sentember 19 2 18 PM Email Public Public 7271RPM Fmail Public Public Add a Note to an Entry You can add notes to Address Book entries customer service cases campaigns and opportunities 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 1 Click on the entry to make it the current entry Notes for the entry are displayed in the Notes following window Drag the entry to the Notes following window or On the Home tab select Note from 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 Chapter 5 131 Notes and Documents Q vou can also add a note by The Add Note dialog box opens copying text from the Windows Clipboard In the Enter the content of the note Notes window right click and select Paste Link 4 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 O you can choose to alw
108. 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 Configure 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 Microsoft s UniModemvV TAPI driver and MODEM INF file provided 440 Maximizer CRM 12 User s Guide with most TAPI modems do not support MESG caller ID
109. 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 CRM 12 User s Guide Maximizer on the Web Maximizer Web Access Mobile Access Partner Access Customer Access Maximizer s web access sites give remote users and customers access to the central Maximizer database over the Internet 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 Mobile Access provides access to Maximizer using a mobile browser on Apple iPhone and iPad Android and Blackberry mobile devices Using a simplified interface it supplies access to most of the information available in M
110. 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 that 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 6 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 122 Maximizer CRM 12 User s Guide g Click OK to save the column setup Defined View Properties Details of view OK Name Sales View Cancel Full access Joe Napoli v Read access Joe Napoli Columns in view Name SalesLead Leadstatus Lead source Terrtory Account Manal First Contacted Column 8 Column p Entry Type Ico SalesLead Leadstatus Leadsource Terr
111. on page 307 Suspend an Automated Campaign 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 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 Startdate March 15 2010 Current working status Completed 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 9 307 Campaigns Resume an Automated Campaign You can resume any existing automated campaigns that are completed abandoned or suspended at any time Any incomplete activities in the campaign also resume Open the campaign and select the Status tab A In the Current working status area select In progress Click OK 308 Maximizer CRM 12 User s Guide Testing Automated Campaigns You can
112. 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 Select an email message in Outlook and select the Create CS Case icon The Maximizer Customer Service Case dialog box opens A Select the type of entry you want to create and click OK SI Maximizer Customer Service Create new Maximizer Contact and Customer Service Case C Create Case for Related Maximizer Address Book Entries Create Case for Escona Winery 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 The Subject and Description fields default to the subject and content of the email message To specify Products Services or Chapter 7 215 Email Categories for the case select the ellipsis button next
113. orders The following sections contain information on generating sales quotes e Set Up a Sales Quote on page 403 e Apply a Discount to a Quote on page 405 e Add Shipping and Tax to a Sales Quote on page 406 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 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 404 Maximizer CRM 12 User s Guide acre Wines Are Us 7 Main Shipping amp Tax paises na Quote status ma Quote date 10 4 2007 yi Name and Address I Boies after 2 Weeks x Quote status inactive zi Currency US Dollar z fuso Convert to an Order item Code tem Name
114. 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 Times around the world Ager ANTA Daylight Savings London Panis Vancouver i Pacific Daylight Time f 4AA GMT 03 00 Brasilia GMT 03 00 Greenland A GMT 03 00 Montevideo GMT 03 30 Newfoundland 12 GMT 03 00 Buenos Aires Georgetown ne Times Cancel The following section contains information on the World Clock e View the World Clock on page 192 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 194 Email Templates on page 202 Setting Up Email on page 204 Setting Email Preferences on page 206 Microsoft Outlook Integration on page 209 Microsoft Outlook Synchronization on page 219 194 Maximizer CRM 12 User s Guide Email Em
115. 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 tt Standing Score Success Factors Probability of Close Standing Score Standing Score ae Steps On Schedule D e e E Completed Activi lt Completed Activi lt 248 Maximizer CRM 12 User s Guide Multi Currency Enabling multi currency in an Address Book enables users to enter opportunity revenue in 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
116. select My Search Catalogs or All Search Catalogs to change the list of saved searches displayed Chapter 4 107 Maximizer Entries Select the saved search and click Retrieve Search Catalog a Saved searches Show My Search Catalogs vj Name Associated Column Setup Creator Retrieve Last Search Joe Napoli a All Companies in the Address Book Joe Napoli All Partners Partner View Joe Napoli Delete Distributors Joe s View Joe Napoli My Accounts Joe s View Joe Napoli New Search Description All Companies with Joe Napoli assigned as Account Manager Retrieve a Recent Search from the Search Catalog You can retrieve a recent search directly from the Search tab If the saved search has a column setup associated with it the column setup is automatically displayed when the search is retrieved e On the Search tab select Recent Catalog Searches from the Catalog group and select the name of the saved search 108 Maximizer CRM 12 User s Guide Global Edits 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 e Specify values in most fields available for the type of entry you are working with e Specify
117. select a new date and time for the appointment directly from the Find Free Time dialog box On the View tab select Free Time from the Availability group The View Free Time dialog box opens In an open appointment select the Availability icon The Find Free Time dialog box opens showing the availability for the users in the appointment A On the right side of the dialog box select and clear items to view or hide the availability of different users locations and resources 174 Maximizer CRM 12 User s Guide If you are viewing the Free Time dialog box from an open appointment the selected users locations and resources are automatically added to the appointment when you click OK Free Time a Ql gt Mon 27 Tue 28 wed 29 Thu 30 Fion saoz suno USS i ellie Holy i f f f f t i Celine Dancer T COMPANY Daniel Brown EMAILUSER noo J JoeNapoi 10 30AM Ht Jones 11 30AM eo 12 00PM arara 1230PM sabe TORM Miranda Corell 1 30 PM wees 2 00 PM 2 30 PM i 3 00 PM Locations and Resources 330 4 00 PM Cafeteria 4 30 PM Games Room 5 00 PM Interview Room 5 30 PM ome Collateral 6 00 PM Rom 6 30 PM Product Samples 7 00 PM i i i Predin ern Trade Show Booth 8 00 PM 8 30 PM Tere See Pe Cox e Chapter 6 175 Calendar and Hotlist Calendar and Hotlist Preferences Hotlist and calendar pr
118. selected you can select a different type of Address Book entry while creating the entry Chapter 7 211 Email 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 MaxAlarm when computer is started Auto Capitalization and Auto Completion 7 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 Tutoria Address Book User ID JNA Login Z Confirm when saving email WZ 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 X ox Cancel Select 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
119. specify public access to grant access to all Maximizer users Access rights to specific entries are shown in the Key Fields area of the Basic Information tab in the entry You may need to select a different Key Fields list to view the Full Access and Read Access fields By default these fields are included in the lt Default Key Fields gt list 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 security groups area select the users and security groups for which you want to add full or read access for this entry e To select multiple users or groups press Control while selecting the users groups e To select a series of users groups select the first user group in the series then press Shift and select the last user group in the series e Type the first letter in the item s name to jump to that item in the list Users are grouped by the departments divisions security groups and teams to which they
120. 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 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 Indicator Controls Chapter 13 371 Reporting Range The indicator displays the difference between the maximum and minimum values of a selected numeric field for all entries returned in the search Record count The indicator displays the number of entries returned in the search Sum The indicator displays the sum of a selected numeric field for all entries returned in the search
121. tab select To do from the Schedule group or In the Hotlist window on the Home tab select Task from the Create group or Right click and select Schedule gt To do Reassign Hotlist Tasks Chapter 6 163 Calendar and Hotlist The Add Hotlist Task dialog box opens Enter the Hotlist task details 4 Click OK to save the Hotlist task You can reassign Hotlist tasks to different Maximizer users directly in the Hotlist window You can reassign one Hotlist task or you can select multiple tasks to assign all of them to the same user Click on the Hotlist task to make it the current entry Select multiple Hotlist tasks e Click in the gutter to the left of entries e 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 On the Edit tab select Reassign from the Manage Activity group Right click and select Reassign The Reassign Hotlist Tasks dialog box opens Select a user Type the first letter in the item s name to jump to that item in the list Users are grouped by the departments divisions security 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 164 Maximizer CRM 12 User s Guide Reassign Hotlist Tasks Reassign selected tasks to Bilie
122. tax rate as a percentage e If necessary specify whether the tax is applicable to shipping Apply Taxes 2a Tax types Name of tax Rate Applicable to shipping 1 est 7 000 Vv 2 PST 7 000 v 3 0 000 4 0 000 a 5 0 000 r E 0 000 r Specify which tax types apply to the comesponding items item Code item Name Unit Quant Unit Price Extended Promo The Incentive per _ 2 000 41 40 No The Executive per 1 000 90 00 90 00 No Apply Taxes Chapter 14 407 OrderDesk 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 a Under Shipping address enter the shipping address information manually or click Retrieve to retrieve the information from the selected entry 408 Maximizer CRM 12 User s Guide Item Table Merge 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 separated The table also contains a row for each product service item in the sales quote sel
123. 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 The following sections contain additional information on automated campaign templates e Activities in Automated Campaign Templates on page 280 e Create an Automated Campaign Template on page 280 e Add an Activity to an Automated Campaign Template on page 282 280 Maximizer CRM 12 User s Guide 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 messages faxes or printed documents 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 activit
124. 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 in Maximizer e Search for Entries by a Field on page 101 e Search by All Fields on page 102 e Undo the Most Recent Search on page 104 Search for Entries by a Field 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 items in the Search tab vary depending on what window is selected You can search for entries matching a single field or multiple fields 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 basi
125. 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 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 Click on the customer service case to make it the current entry Open the customer service case 326 Maximizer CRM 12 User s Guide 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 xs 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
126. 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 Click OK Icon Bar Properties ex General Icon size Lox j V Visible Small 7 Display tooltips Large Cancel Location Floating Docked at left Docked at right Set button order My Work Day Move Up _ Opportunities Quotas _ _ _ _ w Customer Service Move Down V Knowledge Base a G Campaigns J Address Book Hotist VCalendar Email Company Library Personal J OrderDesk Recent entries list Number of entries to be displayed 5 V Show Recent Entries list Chapter 12 353 Customizing Maximizer Customize 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 Quick Access toolbar Right click anywhere in the ribbon and select Customize Quick Access Toolbar The Customize Quick Ac
127. 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 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 Adda Company or an Individual on page 39 e Add a Contact on page 40 e Add an Address Book Entry from an Email Message on page 42 e Access Rights for Address Book Entries on page 43 Add a Company or an Individual To complete this procedure you must have the Insert permission for Address Book entries 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 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 or Right click and select Add gt Company Individual or Company Individual Lead The Add Company or Add Individual dialog box opens 40 Maximizer CRM 12 User s Guide Add a Contact Enter the basic information for the Company or Individual including name address phone numbers and email addresses 4 From the Key Fields for dr
128. to monitor business data within the Maximizer database and other systems Potential issues are identified before 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 Chapter 1 7 Welcome to Maximizer 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 MaxAlarm 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 MaxAlarm is a Maximizer companion application that automatically monitors appointments for one or more people in any
129. to save the backup to a different location 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 2010 The backup was saved to the following default location C ProgramData Maximizer AddrBks EsconaTutorial Backup EsconaT utorial_20100815_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 15 419 Administration for Maximizer 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 Open the Address Book to back up A In the top left corner of the window click the Maximizer button and s
130. type of document e Maximizer Documents Displays documents created in Maximizer e Emails Displays email messages sent from Maximizer e Other Displays any other type of file attached to the entry A Use the Show All option to display all documents for the current Address Book entry including documents belonging to the Company Individual and all associated Contacts If this checkbox is not enabled only documents belonging to the selected entry are displayed This option is available only in the Address Book and Hotlist widows 136 Maximizer CRM 12 User s Guide Use the Filter drop down list to specify the date range for documents displayed in the list You can select a number of date ranges including Last 30 Days and Last 12 Months Or choose Custom to select specific dates for the date range 4 Use the up and down arrows to view the documents for the previous or next entry in the main list 5 Double click on an entry to open the document in its native application Notes yf User Defined Fics Documents S Social Networking Lii Address Book OrderDesk Show lt All gt 1 V ShowAli Filter Last 30 Days a Date mme Category Ey 4 Creator Owner October 7 2011 9 00AM Urgent contract Joe Public Napoli September 30 2011 8 46 AM Comment Hyperlink Contract Templates Joe Public Napoli m September 19 2011 2 18 PM Email Confirmation of Contract Joe Public ee aoa ee nse ance Septemb
131. users are set in the ADMN_RecordAccessRights table Table 1 AMGR_Client View Field Name Data Type Len Email_3_ Desc String 15 Lead_Status Integer 2 Change_Bits Binary 8 Contact_Inherits_ Integer 2 UDFs Territory_Status Integer 2 Territory_ID Numeric 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 12 User s Guide Company View The Company View includes fields from AMGR_Client for Company Address Book entries Note This view is read only Table 2 Company View Field Name Data Type Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric
132. you are importing to or exporting from Chapter 14 413 OrderDesk Follow the wizard instructions to import or export the catalog items clicking Next after each screen 4 Click Finish in the last wizard screen 414 Maximizer CRM 12 User s Guide 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 messages 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 Order
133. 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 Primary Interest Chapter 13 399 Reporting 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 Saving Graph Settings 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 Add Graph Settings to the Graph Catalog In the Graphing window click the Catalog button to open the Graph Catalog A Click Add to add your graph to the catalog Graph Catalog for Address Book Saved graphs Business Partners By Level
134. 0 71250000 1USD Creator Joe Napoli Requested by Joe Napoli Z Last modification Date modified Time modified Modified by In the Currency Library dialog box click OK to save the changes Modify a Currency in the Currency Library To complete this procedure you must have the Allow manage currencies privilege You can modify some properties of existing currencies in the currency library If you select the corporate currency you can modify only the currency code and the user selected in the Requested by field The exchange rate of the corporate currency is always 1 If you select another currency you can also modify the exchange rate On the Setup tab select Template Library gt Currency Library from the File Management group The Currency Library dialog box opens 2 Select the currency you want to modify and click Modify The Modify Currency dialog box opens Information on when the currency was last modified is displayed at the bottom of the dialog box Chapter 8 251 Opportunities Modify Currency a Creation details Currency Canadian Dollar cap Exchange rate 0 97500000 1USD Creator Lou Jones Requested by joe Napoli gt Last modification Date modified 2011 03 28 Time modified 11 18 26 Modified by Lou Jones OK Cancel Update the details of the currency and click OK 4 In the Currency Library dialog box click OK to save
135. 1 Address Book Entries Draw a Map of an Address Book Entry 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 Click on the Address Book entry opportunity or customer service case to make it the current entry 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 fields 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 62 Maximizer CRM 12 User s Guide Phoning Address Book Entries With Maximizer you can track incoming and outgoing phone calls to Address Book entries Depending on your logging preferences notes may be automatically saved to the entries associated with the calls and to the Phone Log Users can transfer incoming calls to other phone extension in the phone company s
136. 15 Confirm deadline Legend B Uncheck all Edit list Users Tb Joe Napoli a Daniel Brown Bi Mark Bertoli m Location s Resource s v Board Room VV interview Room bd Press Fl for Help User JNAPOLI Add Items to the Calendar Legend You can add other Maximizer users and locations and resources to the legend in the Calendar window While adding the items to the legend you can assign colors to the items to identify which items are assigned to specific appointments directly in the Calendar page If necessary in the bottom right corner of the Calendar window expand the Legend section A In the Legend section click Edit List The Users and Locations Resources Color Legend dialog box opens 168 Viewing Appointments Maximizer CRM 12 User s Guide Users and Locations Resources Color Legend Ea Users Available Selected COMPANY Wie Holy Jon Bowser Add Celine Dancer a Daniel Brown Wonda White Wo napoi Remove Bucy Garcia Bil mark Bertolli Set Color Matt Graham Locations and Resources Available Selected Cafeteria Board Room Games Room Add BBinterview Room BBimarketing collateral Meeting Room Remove Blrroduct Samples Projector Set Color Ft i ok Cancel Select an item in the Available list and click Add e To select multiple items press Control while selecting the items e To select a series of items select the first item in the s
137. 19 2011 September 19 2011 Sentemher 19 Maximizer Windows My Work Day Address Book l _ V ShowAll Filter Last30 Days Full Access Read Access Public Public Time Type Te Creator 1 41PM Manual Note to sales reps Joe Napoli 8 35 AM Outgoing Phone to arrange meeting Joe call Napoli oS REN TAM TSS sce fnew contact Napot o OO Public Public 8 12 PM Customer Case number HO 00080 Joe Service Case subject Training Request New Napoli 8 09 PM Task Hotlist Task Created To do Phone Joe Jennifer to schedule appointment Napoli Subject Reminder Your contract Joe expires in 1 month Napoli Subject Email Message Joe Napoli Subiect Fmail Messane Jne Public Public Public Public 2 18 PM Email Public Public 2 18PM Email Public Public 21 PM Fmail Public Public 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 page 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 16 Maximizer CRM 12 User s Guide Opportunities 7 Quotas ez Campaigns
138. 2 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 select a folder and click the Reset Order button to sort any user defined fields and folders in the folder in alphabetical order You can also use the mouse to drag and drop a field or a folder 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 Create a Folder 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 On the Setup tab select User Defined Fields In the User Defined Fields following window right click and select Set Up User
139. 2007 Red Wine blend has too much Tanin Published i HQ KB00006 July 28 2011 Hunter France About the Winery Published L amp Opportunities b HQ KB00008 Juy 28 2011 Al Australia Procedure for customers with broken bottles in shipr Internal 24 Quotas HQ KB00009 July 28 2011 St Pierre California Hotel amp Restaurant Wine Descriptions Draft a HQ KB00010 October 5 2011 All California Retail Marketing Co Op Funds Internal r campaigns HQ KB00011 October 5 2011 Chardonnay California Faulty Product Draft Lal customer Service ES Knowledge Base E Hotlist EE calenaar 4 Email wa haa Friday October 7 2011 1235 PM z j View a Knowledge Base Article The knowledge base ensures that valuable case solutions are recorded reviewed for quality assurance and made available to the appropriate users You can view existing knowledge base articles as long as you have the required permissions 1 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 article If the article is in standard format the entire content of the article is displayed If the article is in document or hyperlink format a preview of the article is displayed 4 To view the content of a document or hyperlink article click Open Chapter 10 331
140. 2011 GJ ABC Wine Shop Inc Sentember 19 24K PM Fmail Suibiect Fmal Massana i m saf Press FL for Help User INAPOU Thursday October 6 2011 10 50AM Main Windows and Following Windows The Maximizer interface contains main windows and tabbed following windows The contents of the following windows depend on the current entry in the main list For example the Notes following window displays only the notes attached to the current entry in the main window When you select entries in the following windows the commands available in the context menu and tabs update and apply to the selected entries in the following windows not in the main windows Keep the following points in mind when working in the following windows Chapter 2 15 Getting Started Use the Filter drop down list to filter the entries displayed in the list A Click on a column heading to sort the entries in the list by the values in the column Select the other tabs to navigate to other following windows and view additional information on the current entry 4 Use the up and down arrows to view the information for the previous or next entry in the main list 5 Click and drag the top and side borders of the following window to change its size Notes E User Defined E 3 S Documents ey Social Networking En Address Book OrderDesk Show lt All gt Y Date October 4 2011 October 5 2011 October 3 2011 October 3 2011 September
141. 4 Eull access Public pd ba Creation Details Requested by Joe Napoli jei Description Speling OK Cancel Modify a User Defined Field You can change most properties of existing user defined fields However you cannot change the type of 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 user defined field Change the properties as required 4 Click OK to save the changes Chapter4 83 Maximizer Entries Add Items to a Table User Defined Field 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 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 es Items list Name Lead source Add Item value Requested by
142. 470 Maximizer CRM 12 User s Guide Overview This chapter is a technical reference for using Crystal Reports with Maximizer data 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 template 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 Cx c ie Selected entries in the current list Print Crystal Report x C All entries in the current list Generate report using zR C Selected entries in the current list Cancel
143. 53 854 17 0 00 0 00 78 700 00 62 895 00 51 West Coast Sales FY 2011 Q4 153 854 15 2 250 00 15 000 00 67 535 00 0 00 44 a uy A il Campaigns ZE Customer Service Bh knowiedge Base 3 Hotlist Friday October 7 2011 1210PM Quota templates store the details of quotas so they can be reused and applied to different teams territories and leaders All of the details specified in the quota template can be modified when it s applied Only users with the sales manager role can access quota templates Chapter 8 259 Opportunities Create a Quota Template To complete this procedure you must have the Sales Manager user role On the Setup tab select Template Library gt Quota Templates from the File Management group PA click add 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 amount applied to a milestone select the milestone click Modify and enter the new amount or percentage After making any changes you can click Reset to return to the default milestones EJ If necessary redistribute the quota amou
144. 601 8000 escona maximizer com Healdsburg cA hag Harvest inn 604 601 8000 escona maximizer com St Helena cA Ea Customer Service 2 Mouye Derek 604 601 8000 escona maximizer com San Francisco CA a Jarvis Lesie 604 601 8000 escona maximizer com San Diego ca Finance T knowledge Base hy Kenwood Vineyards 604 601 8000 escona maxmmizer com Kenwood cA Martinez Daniela A 604 601 8000 escona maxmizer com San Francisco CA Meridan Vineyards 604 601 8000 escona maximizer com Paso Robles cA E notes pauser Dett Documents Social Net ajAddress F Columns Default Contact View a0 Show lt All gt gt V Showall EFA Email E Name and Phone Numbers Company and Address fv Date Time Type Text compan Ubrer E Grapes amp Grains Grapes amp Grans f October 4 2011 1 41PM Manual Notetosalesreps UG Company Library 604 601 8000 11301 N Port Washington 604 601 6001 Mequon W1 53092 October 5 2011 6 35AM Outgoing Phone to arrange meetir H P Personal Anderson Nicole rapes amp Grans call 604 601 8000 301 N Port Washington m October 4 2011 1 40PM Task Appointment Created Ez OrderDesk gan 601 8001 jequon wi 53092 Discuss details of new F OrderDesi 3 Contreras Susanne Vice Presid Grapes amp Grains October 3 2011 812PM Customer Case number 10 0008 Recent Entries gt 604 601 8000 385 Sainas Service Case subject Training F P ark eet erect Salnas CA 99001 October 3 2011 8 09PM Task Hotlist Task Created
145. 8 Maximizer CRM 12 User s Guide Add or Remove Entries in a Favorite List You can add entries from Favorite Lists and remove entries from Favorite Lists in the Address Book Customer Service and Opportunities windows You can add or remove a single entry or you can select multiple entries to add or remove all of the entries at the same time Click on the entry to make it the current entry or Open the entry or Select the entries e Click in the gutter to the left of entries e 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 On the View tab select Add to List or Remove from List from the Favorite Lists group Right click and select Add to Favorite List or Remove from Favorite List In an open entry select Favorite List gt Add to Favorite List or Remove from Favorite List The Add to Favorite List or Remove from Favorite List dialog box opens If necessary from the Show drop down list select My Favorite Lists or All Favorite Lists to change the list of Favorite Lists displayed 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 Chapter 4 119 Maximizer Entries 5 Click OK to save the changes to the
146. 82 t 4 a pea Teee Insert company or personal letterhead or type your name and address Today s date Mr_Ms First_Name Last_Name Position Company Department Division Address _Line_17 Address_Line_2 City k State_Province Zip_ Postal_Code Country Re Subject of Letter Sahutation Body of Letter 4 For Help press Fl Pg ni3 Col 10 Documents and Templates Templates Understanding how templates and documents are used and how they communicate with each other 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 Chapter 5 141 Notes and Documents 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 Documents A Maximizer Word Processor document is
147. 9 Client_Id String 23 AMGR_Client Not applicable Contact_Number Integer 4 Client_Id Not used Reserved for future use Contact_Number Always 0 Opp_ld String 24 CMGR_Auto_Camp Unique identifier of an automated aign_Accounts Ca campaign System generated mplD Opp_Number Integer 4 Always 0 Comp_Client_Id String 24 AMGR_Opportunit Not applicable to campaigns y_Link Client_Id Comp_Cont_No Integer 4 Contact Number 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 Strategy_Id Numeric 9 ProgID of the automated campaign Team_ld 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 Reason_ld Numeric 9 AMGR_OMS_Objec Reason why the campaign was t Step_Id completed abandoned or suspended Only the Campaign Leader user can modify this field 0 Campaign still in progress 510 Maximizer CRM 12 User s Guide Table 12 AMGR_Opportunity View Opp_Type 10 15 20 Automated Campaign Field Name Data Type Len Foreign Table Ref Description and Rules Probability_Closing Integer 2 Not applicable to campaigns
148. 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_lId Integer 2 AMGR _Client Points to the address to use 0 to Client_ld 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 ee it defaults to the system 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 Ph
149. Action Plah Se aaae raaa aa a a tesa aae a Ea r bassin ianiees Action Plan Library cccccccssseeeeeeees Create an Action Plan Template Dependent Activities cccceeeeeeee Schedule an Action Plan cccscccssscccseeeeeeseeeeeeseeeseeeeeessaeeesseeeseneeess View Activities Scheduled from an Action Plan POG BO an PEAARST View the Peg Board oispa eaae aag a dictesiginniad eats WO lI di Glock EIA TEE ETTE Email Window Save an Email Message to an Entry Save Multiple Email Messages to Address Book Entries 196 Send an Email Message cccsscccesseceeeeeeeseeeeeeeeeeceneeeesueeesseeeesenneeess Send an Email Message to Address Book Entries Send Email Options c cccccscecessseeceeeeeeseeeeeeneeeesees Create an Appointment or Task from an Email Message 200 Create a Personal Appointment or Task from an Email Message 201 Email templates aa eetarea beeen eaea e tea gator vesaveteccsta iantenusetteusesess 202 Create an Email Template ccccccccssseceseeceeeeeeeeeeeeeeeeeesseeeeesseenees 202 Seting Yp Emaila e r Bellin a a e a a aie taaa 204 Supported Email Clients cccccccscceeseceeseneeeeeeeeeceeeeesseeeesseeeseneeeess 204 Set Up Novell GroupWise and Lotus cc Mail Mail c cceeeeees 205 Set Up Microsoft OUtIOOK ccccesccscesssecsseesseesseesseesseessseesseeeseeesnees Setting Email Preferences cccccccscsscessecessecsse
150. Action Settings Deleted Items 1 Drafts 2 amp Inbox Journal Junk E mail 101 News Feed Notes amp Outbox Quick Step Settings RSS Feeds Sent Items Spam Mail Suggested Contacts Sync Issues Tasks A Joe Napoli Q Joe Napoli Q Joe Napoli Q Joe Napoli G Joe Napoli A Joe Napoli 0 amp Joe Napol BEBE October 7 2011 9 25 56 AM Joe Napoli na Estate Wines Marketing Roadma October 6 2011 5 13 15 PM Lunch Meeting with Wonda White October 6 2011 5 06 59 PM Sales Territory Assignment for Jon Bow October 6 2011 4 56 37 PM Appointment Created October 6 2011 2 47 22 PM Marylyn Anoza Distributor Agreement October 6 2011 2 34 16 PM Meeting with Billie Holly October 6 2011 2 30 39 PM Escona Estate Wines Spring Promotion October 6 2011 10 30 40 AM Escona Estate Wines Price List Subject From To wooo Original Message Case number HQ 00018 Contact Jarvis Leslie Assigned to Lucy Garcia Case owner Joe Napoli Case categories South Africa Case description Case subject Spoiled product resend Company Bacchus Wine Market amp Tasting Room From Lucy Garcia mailto Igarcia maximizer com To Joe Napoli Matt Graham Celine Dancer Subject Case HQ 00018 has been modified Spoiled product resend Case products services Gewurztraminer October 6 2011 10 18 52 AM Case HQ 00018 has been modified Spoiled product resend Joe Napoli lt
151. 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 Field Mapping 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 import from a recognized database type such as GoldMine or ACT Maximizer automatically maps the fields for you 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 Chapter 15 Administration for Maximizer 433 select one of the available Maximizer fields and click Add to map the 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 yo
152. Address Book entry has the same email address as the selected contact all matching Address Book entries are highlighted in Maximizer 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 In a mail or contacts window in Outlook select an email message or contact A Select the View Contact in Maximizer icon Chapter 7 219 Email Microsoft Outlook Synchronization the Sync Issues folder in Outlook contains log files and items that Outlook has been unable to synchronize with Microsoft Exchange This folder does not apply to Outlook Synchronization with Maximizer 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 specify the following settings e The frequency of synchronization This setting determines how often entries are synchronized including the option only to synchronize manually e The date range within which appointments and tasks are synchronized All appointments and tasks scheduled within the s
153. Address 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 15 437 Administration for Maximizer that has been modified more recently than the data in the source Address Book Transfer 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 In the Address Book window select the entries you want to transfer Fy 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 direct Address
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155. AutoSignature when you reply to and forward email messages On the Setup tab select Preferences The Preferences dialog box opens A Select the Email tab Chapter 7 207 Email Click AutoSignature 4 Enter the content of the email signature Use the options in the toolbar to add formatting images and hyperlinks to the signature 5 Under Options select Add AutoSignature to the end of outgoing messages 6 To exclude the signature when you forward or reply to email messages select Suppress AutoSignature when forwarding and replying To add content from a text file to the AutoSignature select Append a text message to AutoSignature click Browse and browse to the text file The AutoSignature updates automatically when you modify the text file El Click OK to save the AutoSignature and click OK again to save the changes to the preferences AutoSignature x BUZ J4 LBA IM Wii tl il al 8 Joe Napoli President Escona Estate Winery Tel 555 775 0982 Options 7 Add AutoSignature to the end of outgoing messages Suppress AutoSignature when forwarding and replying 7 Append a text message to AutoSignature Set Default Fonts for Email Messages In the email preferences you can set default fonts for email messages in Maximizer You can set up different fonts for new messages and for messages that you are forwarding or replying to You can also set up a font for composi
156. B B E EA Edit Basic Information User Defined Fields Note _ Global Edit Rules Mailing rules Receives mail sent to Company or Individual Donot change v Use Address Book entry s name in mailing address Donot change v User Defined Fields rules Update options Add table field values Replace table field values All Address Book entries in list Do not solicit by Category Account Manager Add table field values Add table field values Add user field values Replace table field values Replace table field values Replace user field values Remove table field values Remove table field values Remove user field values Full access Read access MaxExchange Distribution Add user group field values Add user group field values Add table field values Replace user group field values Replace user group field values Replace table field values Remove user group field values Remove user group field values Remove table field values Applies to Insert Modify action only ok cana 8 Click OK to save the changes Chapter 4 111 Maximizer Entries You are prompted with a message to verify that you want to continue with the operation 9 Click OK to run the global edit Add Values to a Field in Multiple Entries To complete this procedure you must have the Allow Global Edit privilege You can use the Global Edit command to add specific values to fields in multiple entries at a time without replacing the existin
157. Book access select the target Address Book Transfer x Transfer method Direct Address Book access Cancel C Email Direct Address Book access Available target Address Books 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 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 438 Maximizer CRM 12 User s Guide 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 Be Transfer options 5 F7 Indude user defined fields I Indude documents Indude notes I Indude appointments Advanced Indude hotiist tasks r IV 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 by email Maximizer prepares the transfer file wit
158. CHAPTER Opportunities Organize Your Sales with Opportunity Management In this chapter About Opportunities on page 228 Assigning Campaigns to Opportunities on page 233 Opportunity Status on page 237 Sales Teams on page 239 Strategies on page 241 Multi Currency on page 248 Email Notification for Opportunities on page 252 Opportunity Pipeline Report on page 256 Quotas on page 257 228 Maximizer CRM 12 User s Guide About Opportunities Opportunities Window Opportunity management helps you and your colleagues manage your sales processes Sales prospects may range from single businesses to multiple corporations or governments Opportunities help you define and strengthen your selling methodology You can use opportunities to formalize your sales processes Create strategies detailed plans that identify the factors that influence a sale and the activities you must perform to close the opportunity Apply these strategies to opportunities Effectively schedule and coordinate the selling process among all members of your sales team Ensure that all the right people in your organization have up to date information about the status of your opportunities Forecast the probability of successfully closing your opportunities Analyze the effectiveness of your strategies and create new ones for new opportunities In short your sales team can define a strategy
159. 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 preferably 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 15 421 Administration for Maximizer 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 I
160. Cases 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 12 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 DateTime Client_Id String Contact_Number Integer Entry_Type Integer Original_Date DateTime Type_Id Integer Len Foreign Table Ref 9 9 11 8 23 AMG
161. Creation Date 2 Monday If Dayofweek Creation Date 3 Tuesday If Dayofweek Creation Date 4 Wednesday If Dayofweek Creation Date 5 Thursday a gm ngs If Dayofweek Creation Date 6 Friday If 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 Modify a Default Entry Chapter 4 99 Maximizer Entries 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 default Address Book entry Default entries are user specific so each user in the Address Book can have a different set of default entries The following section contains additional information on default entries e Modify a Default Entry on page 99 On the Setup tab select Default Entry from the Default Entry group The Default Entry dialog box opens A Specify default values for fields in the Basic Information and User Defined Fields tabs Fo
162. 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 12 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 e Automated marketing campaigns Opp_Type 10 15 or 20 Use Opp_View on page 105 instead of AMGR_Opportunity view for reporting on opportunities 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_ld Numeric 9 Sequence_Number Numeric 9 Client_Id String 24 AMGR _ Client Company Individual that i
163. Desk 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 Add a Catalog on page 411 e Add a Section to a Catalog on page 411 e Add an Item to a Catalog on page 412 e Import or Export Catalog Items on page 412 Add a Catalog 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 On the Edit tab select OrderDesk gt Product Catalog E 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 Add a Section to a Catalog 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 On the Edit tab select OrderDesk gt Product Catalog A In the Select a Catalog list select the catalog to add the section to Click Add 4 In the C
164. Desk 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 credit 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 Chapte
165. Graham 3 amp Miranda Corell amp Miranda Corel Wonda Whit Departments Be Divisions ty Security Groups 8 amp J Accounting H U Company Announcement Authors H Crystal Reports Users H Customer Portal Administration Users H U Customer Portal Configuration Users H U Customer Service Permissions for selected user s or security group s J Dashboard Users Full Access H Employee Portal Administration Users fe Marketing Rea SS med Partner Portal Administration Users Chapter 3 45 Address Book Entries Mailing Addresses The main address of a Company or Individual is specified in the Basic Information tab You can set up multiple addresses for companies and assign different addresses to specific Contacts in the company The following sections contain more information on mailing addresses e Add an Alternate Address for an Address Book Entry on page 45 Add an Alternate Address for an Address Book Entry Add alternate addresses for entries from the Basic Information tab Open the Address Book entry A If necessary 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 Click OK to return to th
166. 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 Chapter 6 Calendar and Hotlist 161 6 Double click on a task to view its details View information on the Address Book entry associated with the current task in the following panes E Edit o Via ea Task Create My Work v My Work Day Lg Address Book EZ Opportunities lod Quotas C Campaigns q Customer Service S ESI Knowledge Base ca Email B Company Library EJ Personar gt 4 OrderDesk Case Opportunity x E Dashboards View Search Tools Reports Setup 5 La mmm P Letter LB g a FATo do J Insert a File jm Printatabel Db k 5 Bo x E 4 B fe Fax f Phone Call 1 Insert a Hyperlink Email Note ga Make Receive Meeting Time WM Document acall a Action Plan g Print an Envelope aTask Write Phone Schedule Insert Print Track Fi
167. Maximizer CRM 12 On the Tools tab select Phone from the Other group On the Tools tab select Timer from the Other group 460 Maximizer CRM 12 User s Guide Reports Menu In Maximizer CRM 10 5 select Tools gt 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 12 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 12 This command is unavailable in Maximizer CRM 12 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 12 You can access all commands from the Reports menu in Maximize
168. N O a a A a 477 Company Oea a raa a ee aX 482 Maximizer CRM 12 mu User s Guide Appendix C PQ OPIS ViGW EE T EEE AMGR_Appointments ViQW ccsscessseeeeeseeesneeeeeneeeeeeneeseneeeeeeneeeee AMGR_Hotlist View AMGR Resources Table AMGR_Notes ViCW ccccecccccceeeceeesseeeseeseneeees CMGR_Auto_Campaign_Accounts Table AMGR_CSCases ViCW ii cccccccccceeeccesceeeccescueuceeeueeuuusesseueseeeeasaceeseneaeeeees CSCases_ViCW ccccccccseeeeeeseseeeeeees Amgr_Opportunity View AMGR_Opportunity_Link Table 0006 ADMN_User_Details Table oo ccccceeeeeecceeceeseseeseeeeaeeeeeeseeeneeaee Glossary Of Terms cccccseeeeeeeeee eee eeeeeeeneneeeeeeeseeeeeeeneeneneeeee 523 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 2 Maximizer CRM 12 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 s
169. October 06 2011 G S P ja We au Si u o u e r TPM 1 30 PM West End Wine Shop W A 10 00 AM 11 00 AM E Vv Lunch Meeting Frankie and Annabelle s Restaurant and Forecast meeting Board Room 12 00 PM 1 00 PM Edgar Bros W Vv 12 00 PM 1 30 PM E r Conduct lunch and learn for CS amp S staff Cafeteria 12 00 PM 1 00 PM ABC Wine Shop Inc A Lunch with California Wine Commissioner Golden Alibas Conduct lunch and learn for CS amp S staff Cafeteria Tuesday October 04 2011 9 00 AM 10 00 AM amp E Friday October 07 2011 m SO0AM 12 30PM M r Off site executive meeting Weekly Sales Meeting Meeting Room 1 30 PM 2 00 PM Jane Doe 4 00 PM 2 00 PM Finalize distribution contract With Users Interview 1 interview Room 2 30 PM 3 00 PM Jennifer Marylyn Anoza Through the Grape Vine Distributors Joe Napoli Accepted Celine Dancer None Interview Room Product Samples Interview 2 Interview Room Location Wednesday October 05 201 Resource 11 00 AM 12 30 PM Elisabe K Escona Wine Tour 2 00 PM 4 00 PM West End Wine Shop E R Sunday October 09 2011 Conference call Meeting Room De 2 3 4 5 6 7 10 11 12 13 14 1 16 17 18 7 20 21 22 23 24 25 27 28 29 30 31 Hotlist Tasks 2 Z amp october 07 2011 Develop call plan 1 Contacts identified 2 O october 07 2011 Review the details of the next step with O October 07 201
170. 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 Reference Data Type Len Foreign Table Ref String String String String String String String String String String String String 80 AMGR_User_Field_
171. 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 Maximizer Wizards Opens the daily view for a specific date Calendar Views Modify Recurring Appointment My Work Day 5 Switches the view displayed in the Calendar 4 m r window Display Open Address Book Entry 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 online help over the Internet or stored locally on your computer When you first open the online help you are prompted to choose which version of the help you want to access You can later change this setting in your preferences The version of the online help on the Internet may contain more up to date information than the version stored on your computer The local online help opens as a separate application in its own window The Internet online help opens in a browser window 30 Maximizer CRM 12 User s Guide Open the Online Help from Maximizer In the top left corner of the window click the Maximizer but
172. PriceList pdf as Label Price List Tooltip View an up to date price list E Load new instance Chapter 12 359 Customizing Maximizer 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 e Save the web form settings as a template for future editing so you can customize the form as the need arises e 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 e 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 e Designate mandatory fields in addition to the last name
173. Private 4 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 CHAPTER Reporting Report on the Progress of Your Business In this chapter Dashboards on page 366 Crystal Reports on page 380 Printing Reports from Maximizer on page 386 Exporting Entries to Microsoft Excel on page 388 Graphing and Charting on page 390 366 Maximizer CRM 12 User s Guide Dashboards View a 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 notify you when a critical
174. Private Location Joe Napoli s office Products Services All Categories Note Appointment Users Address Book Entries abp ES Scheduling 3 Options Recurring C Icon gt E Completed Attendees and response X Remove link Name Until 3 20PM amp James Dolton ABC Wine Shop l Joe Napoli v Alarm n Resource s Marketing Collateral Product Samples Response Accepted F Notify other users 4 If necessary select the Users and Address Book Entries tabs and add other Maximizer users or Address Book entries to the appointment 172 Maximizer CRM 12 User s Guide 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 5 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 6 If necessary customize the email notification and click Send Add Users to an Appointment You can add other Maximizer users to existing and new appointments Open the appointment A Select the Users tab In the Available users list select the users to add to the appointment and click the right arrow button to add the users to the Assigned attendees list e To select multiple users press Control while se
175. Profile on page 51 e Social Networking Following Window on page 52 e Remove the Maximizer Integration with LinkedIn on page 53 Associate an Address Book Entry with a LinkedIn Profile You can link Companies Individuals and Contacts in Maximizer with company or person profiles in LinkedIn When you link an entry from the Opportunities Customer Service or Hotlist window the Address Book entry associated with the selected entry is linked to the LinkedIn profile In Maximizer select the entry to associate with LinkedIn A Open the Social Networking following window Maximizer automatically searches for a corresponding LinkedIn person or company profile Matching profiles from LinkedIn are displayed in the right side of the window If a Company is selected in Maximizer the search is based on the company name If a Contact or Individual is selected the search is based on the person s name Move your mouse over the correct entry and click Link 52 Maximizer CRM 12 User s Guide Social Networking Following Window You can view information from Linkedin profiles in the Social Networking following window Keep the following points in mind when working with the Social Networking following window e The left side of the following window displays contact information for the entry in Maximizer If the name of the entry in Linkedin is different from the name in Maximizer the LinkedIn name is displayed in parent
176. R _Client A Client_Id Contact_ Number 4 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_lId 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 23 AMGR_ Opp_ld Opp_ Number Step_ld Activity_Id 11 Opportunity_Link Description and Rules Not in use Priority of task 0 No
177. 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 C Edit an existing report template Yiew a report using an existing report template 386 Maximizer CRM 12 User s Guide Printing Reports from Maximizer Maximizer contains a number of reports that let you view and print detailed information on your entries and activity For example column reports display any information from Maximizer as it appears in the current list while detailed reports let you print more detailed information on specific entries Other reports such as the notes and user defined fields reports let you 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 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 automatic
178. Table Ref 9 AMGR _Strategy Str ategy_lId 4 AMGR_Opportunit y Owner_Id Team_ld EXCH_Sites Owner _Id Team_Id 4 80 254 9 AMGR_OMS_Objec t Step_Id Description and Rules 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 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 514 Maximizer CRM 12 User s Guide Table 13 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Estimated_Close_D ate Close_Date Last_Modify_Date Actual_Revenue Record_Id Cr
179. To B noure Derd Gates Len President Grapes amp Grans schedule appointment C Edgar Bros 604 601 8000 11301 N Port Washington September 19 218PM Email Subject Reminder Your B Doaa 604 601 8001 Mequon WI 53092 2011 month oe Jane j September 19 2Z18PM Email Subject Email Message C Armanetti wine Shoppe 2011 C ABc Wine Shop Inc x z Sentemher 19 2ARPM Fmail Suhiert Fmail Messane s Press Fr tor Help User maPoU Inursaay October e91 103508 J Chapter 3 37 Address Book Entries 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 C View all Companies and Individuals that are Leads View empty list View list from last Maximizer session C View Favorite List View Saved Search T Make this my default and do not ask again The following options are available for viewing an Address Book e All Companies and Individuals in the Address Book e All non lead Companies and Individuals in the Address Book e All lead Companies and Individuals in the Address Book e Anempty list no Address book entries displayed e The list from your last Maximizer session e A Favorite List e A saved search If you want the list you select to be displayed every time you open the Addr
180. Unt Quantity Unit Price Extended Promo Options Add Modify Remove Subtotal 000 Additional information Shipping 0 00 Discount 0 00 Taxes Comment X Total amount SD 0 00 Crea 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 Item code Promo No zl tem name Unit Get Item Info From Catalog Quantity and pricing for this order quote inquiry Quantity 0 00 Unit price 0 00 Options Name Value Add 6 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 14 405 OrderDesk 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 El Optionally add information and comments in the text boxes that are provided Apply a Discount to a Quote 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 Open the quote A Beside the Discount field click the ellipsis button in the lower half of the dialog box The D
181. Use 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 Always system generated Use values from the import file oK Cancel Import all entries as non4eads 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 15 435 Administratio
182. 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 Window Settings gt Set Font gt Current Window Window Settings gt Set Font gt All Windows Window Management gt Option Window In Maximizer CRM 12 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 Save 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 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 462 Maximizer CRM 12 User
183. You can continue to work in Maximizer as you are logging the phone call When the phone call is finished click Hang Up The timer stops 64 Maximizer CRM 12 User s Guide You can also select a result of the phone call from the Phone dialog box Click the Result button before saving the note Receive a Phone Call In the Hotlist window you can log a phone call only from an appointment or task associated with a single Address Book entry BP 00 45 Phone esa Subject Discuss Spring Summer Product Line Agreement v tang Up Name Duran Bryce for opportunity with BridgeHead Winery Pause Greetings Ret 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 2 Spelling 6 Edit the note and click Save If your phone call logging preferences are set to show results on hang up you are prompted to select a result of the phone call Select a value for the result Phone Call Result a Arranged meeting Cancel In a meeting Select whether or not you want to schedule a follow up activity If you select Yes specify the properties of the follow up activity You can track incoming phone calls from the Address Book Opportunities Customer Service or Hotlist window When y
184. _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 Number Appendix B 491 Crystal Reports Database Views Tables Reference Foreign Table Ref AMGR_ ActionPlanTemplat e Plan_Id Plan_ Number AMGR_CS
185. a 243 Schedule a Strategy for an Opportunity ceecceceeeeeeeeeeeeeeeeeeeeees 244 Progress Indicator raaa cost aea Ae o aa e aE RAEE AEE eE EE ETAR 247 AEk AETA A EE EEE E E 248 Gurreney Library ciyeri eaaa aaa aaaea 249 Add a Currency to the Currency Library ccccsceeeesseeeeseeeeeteeeees 249 Modify a Currency in the Currency Library c ccscesseesessteeeseeenees 250 Change the Currency in an Opportunity eeeeeeeeeeeeeeeeeeeeeeeneetees 251 Email Notification for Opportunities ceccecseeeceeeeeeeeeeeeeeeeeeeeteaeeaes 252 Configure Opportunity MONitoring ccscccsccssssesseesseesseesseeeseesees 252 Select Users for Opportunity Monitoring ccsccseeeessseesseeesseeees 253 Opportunity Pipeline Report ccesscceseseeseseeeeseeeeeeneeeeeeneeseseeeeseneeeees 256 View the Opportunity Pipeline Report eeeeceeseeeeeeeeeeeeeeeeeeteaes 256 DIEN o E CERAS ETE AAE EE T E E E ERT T 257 QUO tas WI AOW e e a ee a a an a aa e 257 Quota Templates csciciccccccccidecclaacesceecesstcagvecevasscnevecdecessecvevsceresstevevecd 258 Create a Quota Template eccccccccccsesecsseeeeseeeeeseeeeesneeesseeeesseeeeeens 259 Apply a Sales Quota ccccscccesseeceeeeeeeseeeeeeeaeeseseeeescnesesaeeessnneeseeneeess 260 CAMPAIGNS isisisi inasai ashi aeetdide dadesasasantaazeatasueliy 261 About Gaim pag Sr T ea ar Earr dade tebussaebbadevs edenldueeaeleckves seas 262 Traditional Campaigns
186. a Campaign ceccesceeceeseereeees 298 Remove Subscribers from a Campaign scccscccessesseeesteesseesseeeseeess 298 Remove Subscribers in the Current List from a Campaign 299 Retrieve a List of Subscribers for a Campaign cescceseestesseesteees 299 Automated Campaign Statistics cc ccceccccssseccseeeeeseeeeessneeeseneeeseneeeeees 300 View Campaign Statistics ccccccccceeceeceeeeeeeeneeeeeeeeeeeeeeeeeeneeeeeeeeees 301 View Statistics on Campaign Activities ccccceeeeceseeeeeeeeeteeeeeeeeeeee 302 Retrieve a List of Entries who Have Opened Email c ccceeees 303 Retrieve a List of Entries who Have Visited Landing Page URLs 304 Retrieve a List of Entries who Have Unsubscribed from a Campaign 304 Retrieve a List of Entries for a Campaign Activity sceeenees 305 Status of Automated Campaigns ccscccsscceseesecseesseecsseesseesseesseeesnees 306 Maximizer CRM 12 viii User s Guide Chapter 10 Chapter 11 Suspend an Automated Campaign cccscceessceeeseteeeeeeeeeseneeeeees 306 Resume an Automated Campaign cccccccecseseceeeeeeeeteeseseeeeseneees 307 Testing Automated Campaigns cccsesccceeceeeseeeeeeeneeseneeeeseaeeeessnseseaes 308 Run a Test Automated Campaign ccccsccceseeceeeeeeesteeeesteeesseeees 308 Calculating the Return on Investment for Campaigns cccceseeeeeees 309 Calculate the Retur
187. 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 e Total URL visited activity The total number of visits to any landing page URL in an activity e Total URL visited unique activity The number of unique visits to any landing page URL in a specific activity A subscriber in a campaign can increment this count only once per landing page URL in an activity Chapter 9 301 Campaigns e URL visited x The total number of visits to a specific landing page URL x in an activity e URL visited unique x The number of unique visits to a specific landing page URL x in an activity These statistic are tracked only if you include the Campaign_Redirect_URL merge fields in your campaign messages and you specify the landing page URLs in the email activity You can add up to five landing page URLs to each activity e The number of messages that have bounced or been replied to The following statistics are included Total bounces The number of email messages that have been returned to the campaign sender e Total replies The number of campaign subscribers that have replied to a campaign message These statistics are tracked only if email accounts are specified in the campaign monitoring settings in Administrator These email accounts must match the From and Reply To email addresses specified in campaign ac
188. ability 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 My Leads Last Session List Favorite Lists Recent Favorite Lists gt Clear Recent Favorite Lists Recent Favorite Lists gt Favorite List Add to Favorite List Remove from Favorite List Clear List Default Entries for All Users Activities for Address Book Entry Phone Log Free Time Peg Board Organizational Chart Column Setup In Maximizer CRM 12 On the View tab select My Leads from the Filter group On the View tab select Last Session List from the Filter group On the View tab select All Lists from the Favorite Lists group On the View tab select Recent Lists gt Clear Recent Favorite Lists from the Favorite Lists group On the View tab select Recent Lists from the Favorite Lists group and select a Favorite List On the View tab select Add to List from the Favorite Lists group On the View tab select Remove from List from the Favorite Lists group On the View tab select Clear List from the Filter group On the View tab select Default Entries from the Filter group On the View tab select Activities from the Logging group On the View tab select Phone Log from the Logging group On the View tab select Free Time from the Availability group On the View tab select Peg Board from the Availability group On the View
189. 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 Partners can follow the progress of any customer service cases associated with their personal entries as Contacts in the Address Book 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 j gt E http server MaximizerPartner gt gt x 9 Googie 2 t z p Favorites Partner Access Login aaaea 7 YOUR COMPANY LOGO 7 Partner Access User ID PAUL l a Password evseesese 7 Remember me lt J Login Forgotten Login Credentials Register Now powered bv Maximizer CRM 346 Maximizer CRM 12 User s Guide 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 c
190. 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_ld 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 12 AMGR_Client View Data Type String Integer DateTime DateTime Integer String String String String String String String String String String String String Integer Len 79 foe 21 21 21 21 21 21 21 21 21 21 21 21 4 Foreign Table Ref
191. activities appear in the team member s Hotlist for completion by the scheduled time These teams are created and managed in Administrator The following sections contain information on sales teams e Sales Team Members on page 239 e Assign a Sales Team to an Opportunity on page 240 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 any changes to the opportunity as well as the opportunity s team The team leader can schedule strategies for opportunities assign the activities in the strategies to other team members and change the status of opportunities e Team member Regular team members can update the basic and user defined fields in an opportunity but they do not have the right to change the strategy or the status of the opportunity The member s role is to perform the tasks the team leader assigns Team members can modify the tasks from the Calendar and Hotlist windows e Team member with edit rights Team members can be granted edit rights for opportunities giving the team member the same abilities as the team leader The team leader can grant this right in specific opportunities 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 also modify the team s membership or member
192. age 152 e Organizing the Company Library on page 153 e Add a Folder to the Company Library on page 154 e Add a Document to the Company Library on page 154 e Add a Note to the Company Library on page 155 e Add a Hyperlink to the Company Library on page 155 e Send Items by Email from the Company Library on page 156 152 Maximizer CRM 12 User s Guide Company Library Window The Company Library window is divided into two areas The left side lists the folders and files from the library in a tree view The right side is a preview area where you can view a preview of some of the items in the library 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 window 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 hyperlinks and most file types in the right part of the window 5 Double click on a document hyperlink or note to open it g Write new notes and edit existing notes in the pane on the right side of the window Chapter 5 Notes and Documents 153 Use the shortcut menu to perform common tasks in the window such as adding deleting or renaming files e Save files on your
193. aigns e Email Campaign Conversion Ratio Summarizes the conversion rates for automated campaigns including the number of visits to landing page URLs generated from email activities and the number of opportunities created from the campaigns Email Campaign Response Metrics Summarizes statistics for automated campaigns by quarter e Email Campaign ROI Summarizes the opportunities generated from automated campaigns including the forecast and won revenue from the opportunities and compares the revenue with the cost of the campaigns e Traditional Campaigns Lists traditional campaigns grouped by status The following reports are included from the Crystal Report gt Sales menu on the Reports tab e Companies Individuals grouped by Territory Lists Companies and Individuals grouped by Territory e Leads Summary by Account Managers Status Lists sales leads grouped by account manager or lead status e Opportunity Won Leader Lists opportunities won in a specified date range grouped by leader 382 Maximizer CRM 12 User s Guide Service Reports Opportunity Analysis Custom Date Range Lists all opportunities in the specified date range Opportunity Pipeline Confidence Rating Leader Next 30 60 90 Days Team Summarizes the opportunities in pipeline grouped by confidence rating leader date or team The following reports are included from the Crystal Report gt Service menu on the Reports tab Cas
194. ail D Action j Print an Envelope a Task rea Writ Phone hedul Insert Print Track s TEX Fier current opportunities E Y BD BS cosedate an Dates i Dashboard Status Company naividual Object Stage Revenue Close Date inProgress Farmer amp Co Acaul ributor Not Started 75 000 00 February 10 2011 FL my Work Day InProgress Atlas Food inc Do Seasonal Promotion Customer s Review 187 000 00 December 9 2011 InProgress All The Best Spiris Do Seasonal Promotion Make intial Contact 125 000 00 September 17 2012 areas Wack in Progress Ansi jerchants Do Seasonal Promotion Negotiation 72 000 00 June 18 2011 ioe ek acone on Wine Lot Maka ngai CORTE 38200500 May 3 202 v inProgress Ati Get New Listing on Wine List Customer s Review 50 000 00 November 24 2011 j Opportunities 1 cs gt e InProgress Albert s Steak House Get New Listing on Wine List Not Started 87 500 00 February 28 2012 InProgress Agassi Cold Beer amp Wine Get permanent display in store Not Started 1 500 00 November 23 2011 inProgress All The Best Spirits Increase Order for Holiday Seas Make Initial Contact 15 000 00 October 26 2011 in Progress Ansley Wine Merchants increase sales order for summer Not Started 72 000 00 June 21 2012 a a Si contacts LY Opportuni Customer HLautomate C Notes puser Define L Documents social Netw H Address B il knowledge Base Columns Detautt Contact View 0 Show lt All gt Fil
195. ail Window You can send email messages to Address Book entries directly from the main Maximizer windows When you create email messages you can insert merge fields into the message text And you can save the email messages as templates to reuse later You can use the Email window to send and receive email using your existing email system 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 194 e Save an Email Message to an Entry on page 195 e Save Multiple Email Messages to Address Book Entries on page 196 e Send an Email Message on page 196 e Send an Email Message to Address Book Entries on page 197 e Send Email Options on page 199 e Create an Appointment or Task from an Email Message on page 200 e Create a Personal Appointment or Task from an Email Message on page 201 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
196. alabet Fool f j t ely BE 5 G Fax WS prone can 5 insert a Hyperlink Account Email Note Meeting Time jocument Action Plan g Print an Envelope a Task Create v Phe Schedule Insert Print Track a x Journal Expenses ad Dashboards Filter October 2 2 f Account October YTD 2011 RA My Work Day Total income 0 00 0 00 3 Address Book Expenses Airfare Meals Office Supplies Total Expenses Quotas A Tota Net income Campaigns 1 Campaigns LY Opportunities Customer Service 3G Knowledge Base E Hot He Calendar j Emai fa c Company Library J EI Friday October 7 2011 12 57PM The following sections contain information on keeping track of income and expenses in Maximizer e Add an Income or Expense Account on page 363 e Record an Income or Expense Amount on page 363 Chapter 12 363 Customizing Maximizer Add an Income or Expense Account 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 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 ce Account Name Description Type Security Expense Public C
197. alarm for a timeless task it will go off as soon as you log in to the Address Book the day of the task Open the Hotlist task A Select the Set alarm checkbox To the right of the checkbox specify the amount of time before the task to set the alarm Chapter 6 181 Calendar and Hotlist From the drop down list you can select a different unit for the time 4 Click OK to save the changes to the Hotlist task Set an Alarm and Email Reminder for an Appointment You can set alarms and email reminders for appointments while adding the appointments and you can set alarms and reminders for existing appointments Open the appointment A To set an alarm select the Alarm checkbox and to set an email reminder select the Reminder checkbox Click Options 4 Specify the lead times for the alarm and reminder e Inthe Alarm lead time field specify the amount of time before the appointment to set the alarm e Inthe Reminder lead time field specify the amount of time before the appointment to send the email reminder From the drop down list you can select a different unit for the time Appointment Options x Options Alarm lead time 10 minute s EA Reminder lead ime 1 day s M 4 Include Address Book entries in email reminder Sign out of Peg Board ox _ cancel 5 To send the email reminder to the Address Book entry associated with the appointment select the Include Address Book entries in
198. ally 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 Opportunities e Quotas e Campaigns e Customer service cases e Knowledge base articles e Hotlist tasks and calendar appointments e OrderDesk e Journal entries e Expenses e Phone calls 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 13 387 Reporting The following sections contain additional information on printing reports Types of Reports on page 387 You can create the following types of reports in Maximizer Activities Lists the notes Hotlist tasks and appointments created or completed by Maximizer users in a specific date range 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 Appointments Prints the appointments curren
199. als Modify current entries list Add search results to list Narrow list Leads options Entries that are not leads Allentries C Leads My leads only OK Cancel IV Contacts Replace list with search results Maximum entries 1000 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 On the Search tab select All Fields from the Search By group The Search by All Fields dialog box opens BA click add The Select Fields for Search dialog box opens Select one or more fields and click OK Chapter 4 Maximizer Entries amp Select Fields for Search Available fields Selected fields for this search Field User Defined Fields 2010 Campaigns and Sales
200. ame 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 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 aixi 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 AutoArange 3 Data_Machine_Id a Data_Machine_Id al Auto Link Sequence_Number Sequence_Number By Name Record_Type Record_Type Owner_Id Case_Id Bykey Private Case_Number Link Client_Id ft Client_Id Contact_Number f Client_Number Name Type Contact Jd mis Name Contact _Number i Last_Modify_Date Priority Delete Lin Transfer_Date Severity Highest_Alt_Adr_Number gt Type 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 comm
201. amp T Monitoring E B E Basic Information User Defined Fields Solution Information amp Billing Field Value s User Defined Fields l H Fields for Amelia Liquors South Fields for Chen Melanie C Fields for this case 14 contract Number FER contract Expiry May 13 2010 FE Last Service Date April 1 2010 SLA Fd Satisfaction New Field F show blank fields F Show hidden fields Denotes required field ok cancel Apply Click OK to save the new customer service case Add a Customer Service Case from an Email Message 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 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 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 318 Maximizer CRM 12 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 Cha
202. an publish to the site news such as new products or services news items can be filtered for customers based on their interest 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 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 fc es CION http server MaximizerCustomer gt x 9 Googie P ile Favorites Customer Access Login ______ eel gt P YOUR COMPANY LOGO s Customer Access User ID MARY Z Password eescesee 7 Remember me x tan x Login vy Forgotten Login Credentials Register Now powered by Maximizer CRM CHAPTER Customizing Maximizer Customize Maximizer to suit your needs In this chapter Preferences on page 348 Customizing the Interface on page 351 Custom Actions on page 354 Web Inquiry Forms for Websites on page 359 Income and Expenses on page 362 348 Maximizer CRM 12 User s Guide Preferences You can personalize how Maximizer works for
203. any or not affiliated with any Individual You can company or organization attach notes user m defined fields and Individual documents to Address Book entries Contacts The following sections contain information on working with Address Book entries e Types of Address Book Entries on page 35 e Sales Leads on page 35 e Address Book Window on page 36 e Choosing an Address Book List on page 37 e View an Address Book Entry on page 37 e Retrieve Contacts Associated with Address Book Entries on page 38 Chapter 3 35 Address Book Entries Types of Address Book Entries Sales Leads There are three types of Address Book entries in Maximizer Companies Individuals and Contacts e Companies Entries that represent corporate entities such as businesses associations or organizations e Individuals Entries that represent single key people like self employed professionals or entrepreneurs These entries are not associated with Companies e Contacts Entries that represent the people attached to Companies or Individuals These entries refer to the people inside organizations Companies and Individuals can exist on their own in an Address Book Contacts are always attached to other Company or Individual entries You can designate some of your Address Book entries as sales leads to help organize your entries Leads are your sales prospects By setting entries as leads you can set them
204. apart from your customers For many commands in Maximizer you can specify whether you want to include or exclude leads For example when you search for Address Book entries you can specify to search only for sales leads matching the search criteria When you add an Address Book entry you can add the entry a sales lead You can recognize if entries are sales leads directly in the Address Book window A star in the entry type icon indicates that the entry is a sales lead As well the Sales Lead field is set to Yes Once a lead becomes a customer you can change the value of the Sales Lead field to No indicating that the entry is no longer a sales lead If an opportunity is won for a sales lead the entry is automatically converted to a regular entry Maximizer CRM 12 User s Guide 36 Address Book Window 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 il 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 informati
205. aphing 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 Walues to be graphed for Type of Account Anniversary of Business Annual Sales Business Partner Level City Compan Afghanistan Albania v VAlgeria Creation Date Creator Customer Alerts Customer Interests Department Division iEntry Type ESC Contact How ESC Heard About ESC Percentage RED ESC Percentage ROSE ESC Percentage SPARKLI IESC Percentage WHITE IESC Primary Interest vi ESC Promo level ak Bangladesh MBarbados HOQ0QOQOQOQOQ QKOQQ N __Cataloa_ I Do not graph entries without a value Sort order OK Numeric Alphabetical HA 4 Use the Chart wizard to choose the graph type style and layout Chart Wizard Gallery Style Layout Axes Select a chart type 2D C 3D Line S i lt a T HiLo Gantt Bubble S fj 3 Boab THOR Help Cancel e Newt gt Contour 5 Edit your graph in the Graphing window Chapter 13 393 Reporting 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 Address Book Entries by Countr
206. arch 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 On the Search tab select All Fields from the Search By group On the Search tab select Last Name from the Search By group Actions Menu In Maximizer CRM 10 5 select Search gt First Name Company All Email Addresses 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 AppendixA 457 Maximizer CRM 12 Ribbon Interface In Maximizer CRM 12 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 B
207. ards tab of the My Work Day window click the Import icon The Import File dialog box opens 2 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 380 Maximizer CRM 12 User s Guide Crystal Reports Crystal Reports supports up to 256 linked views when using Microsoft SQL Launch Crystal Reports Default 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 Maximizer installs a set of standard Sales Marketing and Customer Service reports but you can also create your own custom shared reports and 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 Launch Crystal Reports on page 380 e Default Crystal Reports on page 380 e Create a Corporate Crystal Report from Maximizer on page 382 e Personal Reports on page 384 e Create a Personal Crystal Report from Maximizer on page 384 To complete this procedure you must be a member of the Crystal Repo
208. ase 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 12 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 appointment is being created User s response to appointment invitation 0 No response 1 User accepts appointment 2 Declined 3 Tentative
209. at the bottom of the Territory list Otherwise entries matching the rules of territories appearing after it would not be matched to these territories Instead they would be matched to the territory without rules On the Setup tab select Territory Management from the Territory group The Territory Management dialog box opens Chapter3 57 Address Book Entries Territory Management Setup Alignment Territory Account Manager Add Bile Holy Joe Napot West Jon Bowser Delete East Mark Bertolli Modify Move Up Description Close E click ada The Add Modify Territory dialog box opens Enter a territory name and a description of the territory 4 Next to the Account Manager field click the ellipsis and select account managers for the territory from the list of available users 5 Click Add to select the fields you need to define territory rules Add Modify Territory Territory Details Name West Urban Description Large urban areas in CA or NV primarily around SF and LA a Account Manager Bilie Holly us Match Address Book entries using the following fields f tate Province CA OR NV Zip Postal Code 98001 TO 98999 OR 94001 TO 94999 Search condition Must match all Match one or more amp Add Change Remove Not Equal Denotes required field Ea 58 Maximizer CRM 12 User s Guide
210. ata 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 window and the Company Library Double clicking the file opens it in the associated and installed application Appendix C 527 Glossary of Terms 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 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 mar
211. atalog Section Title field enter a name for the section 412 Maximizer CRM 12 User s Guide 5 If necessary enter a discount rate and a description of the discount Tl click ox Add an Item to a Catalog 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 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 Import or Export Catalog Items 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 On the Edit tab select OrderDesk gt Import Export Catalog Items A Select the catalog
212. ates 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 The following sections contain additional information on email notification for opportunities e Configure Opportunity Monitoring on page 252 e Select Users for Opportunity Monitoring on page 253 Configure Opportunity Monitoring Monitoring preferences are available only in Maximizer CRM Enterprise Edition You can configure email notification for opportunities in the monitoring preferences You can specify to receive email notification when notes are added or modified and when fields are changed You can also select specific fields to receive notification only when one of the specified fields changes You receive notification only for the opportunities you are selected to monitor In the top right corner of the page click Preferences A Select the Monitoring tab In the Monitoring rules for drop down list ensure Opportunities is selected 4 To receive notification when notes are added or modified select Receive monitoring notification on note changes 5 To receive notification when fields are changed select Receive monitoring notification on field changes and select the fields for which to receive notification e To receive notification whe
213. avigate to a different day or month 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 Chapter 6 Calendar and Hotlist 167 to add users and resources to the calendar and to set icon colors for these users and resources on Bo Edit Create ax zal Ey Lg Address Book Opportunities My Work Day Quotas Hl Campaigns Customer Service Knowledge Base E Company Library B PI Personal OrderDesk Recent Entries Gil Tulley Jennifer Appointment Case Oppor Sih Dashboards gt Maximizer CRM Escona Tutorial My Calendar View Search Tools Reports Setup gt Lette at 7 FA To do J insert a File j Print a Label ZL a fo E fan v x Fax Lp Phone Call 7 Insert a Hyperlink tunity Email Note Make e Meeting Time s ocument aCall a Action Plan int Print an Envelope a Task Write Phone 5 Insert Print Track EE october 03 09 2011 week 41 F A EMAA User Show My Calendar o October 2011 o October 03 2011 Thursday
214. aximizer 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 distribute 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 Maximizer CRM Editions There are two Maximizer CRM Editions e Maximizer CRM Group Edition e Maximizer CRM Enterprise Edition Chapter 1 Welcome to Maximizer The availability of some functionality varies depending on the edition you are running 9 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 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 sele
215. aximizer CRM Administrator s Guide for details You can also specify how to monitor new opportunities in the default opportunity entry Click on the opportunity to make it the current entry Open the opportunity 254 Maximizer CRM 12 User s Guide A On the Edit tab select Opportunity from the Monitor group or Right click and select Opportunity Monitoring or In an open opportunity select the Monitoring icon 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 below to modify the list of users who monitor the opportunity Select Users for Opportunity Monitoring Ss Select which list of users should monitor this opportunity Do not monitor this opportunity gt Use the system default opportunity monitoring user list Use the custom list below Selected users for opportunity monitoring User Add CDANCER Dancer Celine JNAPOLI Napoli Joe MBERTOLLI Bertoli Mark Delete 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
216. aximizer CRM anr 2 e Bj Hide Back Contents Help Type in the keyword to find Calendar Weekly View appointments n 3 The Calendar window s weekly view displays a List Topics calendar of your time sensitive 595 for the SS week You can add a new Eien update an Select Topic to display EE or delete a range of JIMMES Activities Fitter 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 butto hen in the daily or Appointment Add Modify Appointment monthly calendar es Pj Appointment Alarm Appointment Options Learn more about endar window Reda Naess Desk Enay ki fopantnert To assist you with scheduling color bars indicate the a Calendar Daily View attendees and booked resources locations for the Calendar Monthly View Elise Note that this includes each of the users and resources locations you have selected for Calendar Weekly List View Calendar Weekly View 2 your Calendar window these users and resource are Calendar Book Fonts shown in the Calendar Users section Calendar Hotlist Preferences Convert Contacts to individuals View Bar Delete Address Book Entry Information Delete Appointments i Delete Recuring Appointment
217. ays 5 If necessary select the Important icon to mark the note as check spelling when saving important and adjust the Full access Read access and changes in a dialog box in your preferences On the Setup tab Category fields in the note select Preferences g Click OK A Add Note for Dolton James mts AF xX amp e actions t Tahoma sor E B 7 u amp E 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 18 2010 Full access Joe Napoli X Read access Public X Joe Napoli Category Comment m OK Cancel Set Up a Default Note 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 create 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 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 132 Maximizer CRM 12 User s Guide If necessary select a user or group for the Full access and Read access fields as well as a note category 4 Click OK to save the default note A Default Note es a
218. b 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 Setup 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 452 Maximizer CRM 12 User s Guide In Maximizer CRM 10 5 select File gt Export gt Customer Service Cases Export gt Knowledge Base Articles Transfer gt Address Book Entries Transfer gt Column Setu
219. be from this campaign please lt a href Campaign_Remove_Subscriber_URL gt click here lt a gt lt p gt lt p gt You are receiving email from this Service Computer Service_Computer_Name lt p gt lt body gt lt HTML gt 290 Maximizer CRM 12 User s Guide Creating 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 Before you attempt to launch an automated campaign you must select the Address Book entry recipients You can also choose to add no subscribers to the campaign The following sections contain information on creating automated campaigns e Add an Automated Campaign on page 290 e View an Automated Campaign on page 293 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 A Choose the type of campaign you want to create Fixed Date or Ongoing and click Next Automated Campaign Type Ea Type of Automated Campaign PE Fixed Date campaigns run for a specified time period When you apply this type of campaign to a new Ad
220. ber 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 12 User s Guide Table 11 AMGR_Opportunity View Opp_Type 0 Opportunity Field Name TestStatus Last_Opp_ld Cont_Client_Id Cont_Cont_No NextAction NextAction_Project ed Revenue_Currency_ Id Revenue_Rate_Typ e_ld Last_Cal_Date Calculated_Won_R evenue Calculated_InProgr ess Revenue Notify_Flag Data Type Integer Stri
221. bs 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 separating 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 aK Maximizer CRM Escona Tutorial 5x f ome Edit View Search Reports Setup E m Letter TA me TR To do Insert a File Ry 55 LS IS ERs be r j G i D Fax NS Y WS T Phone Call p Print an Envelope iv Address Case Opportunity Email Note lt Make Receive Meeting Time Assign to Book Entry Document Call a Call A pAction Plan g Print a Label aTask Campaign Create Write Phone Schedule Insert Print Track Subscribe Appendix A 449 Maximizer CRM 12 Ribbon Interface Finding Commands in Maximizer CRM 12 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 12 File Menu on page 449 Edit Menu on page 453 View Menu on page 454 Search Menu on page 456 Actions Menu on page 457 Web Menu on page 459 Tools Menu on page 459 Reports Menu on page 460 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 Maximi
222. budget is automatically calculated from the total cost of the activities part of steps in the campaign 272 Maximizer CRM 12 User s Guide 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 C when a campaign is created the status is automatically marked as In Progress You update this when the status is changed 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 e 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 Click OK to save the campaign Rad renaenel Ganpacn General Template User Fields Status Name increase Sales Globally Cancel Objective description and IDentification Speing Objective Revenue ID 071012000480772238169M Description Potential revenue for and budget ofthis campaign Revenue 0 00 Budget 0 00 Marketing team assigned to this campaign Name i
223. c fields The Search By field dialog box opens A Specify the search criteria 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 102 Maximizer CRM 12 User s Guide 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 Search by All Fields 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 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 6 Click OK to run the search Search by City Town a City Town v Range Find matching I Companies Individu
224. c yal fice oa iol Bache a araa aa aai TYPOS OF E Mtr iOS 22255 cade cchactuses sage Sovadasadan a a ae Sorting Entr ES aiaa aa aa aa a eaaa ra ea aeaa ara ieee k otek a seaye peace Select Entries eeceesceeseeeseeeeseeeeeeeeeeetses Display only Selected Entries Remove All Entries from a List My Work Da ccccccssccceseseeceeeeeeeeneeeesseeeesneeeess Getting Help Fl Help ieia Online Help Open the Online Help from Maximizer Online Manta lS ssai a n e E E a i Open an Online Manual Sample Address BOOKS cccssccceeseeeeeeeecseneeeeeeeeescaeeeseeeeseeeeesseeseaees Address Book Entries c csccsecssenseeeeesecnennsenseneensensensensens 33 About Address Book Entries cccscessssceceececeeeeeeeeesessessssesseeueeeeeeeeeeeeees 34 Types of Address Book Entri s ccscccsscsscssecssesseesseeessesseeeseessnees 35 Sales Leads E EEE AE AA EE e a etch Becans E E EEA Address Book Window Choosing an Address Book List cccseseeeeeeeeseaeeeeeeeeesseeeesseeeeees 37 Maximizer CRM 12 User s Guide Chapter 4 View an Address Book Entry cc ccccssseceeeeeeeeeeeeeeeeeeseeessneeeesseeeeeas Retrieve Contacts Associated with Address Book Entries Adding Address Book Entries ccc cccessecceeeeeeseeeeceeneeescneeseeneeseseeeseneeeees Add a Company or an Individual c cccceeseeeeeteeeeeeeeeeeeeeeeeeeeesees Adda Gontact c
225. can be processed from your online catalog using a transaction processing company 528 Maximizer CRM 12 User s Guide 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 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
226. 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 Export Customer Service Cases 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 pe will not be recalculated after export 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 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 e Include UDFs exports all Customer Service user defined fields a
227. cate Users and Groups which can access the dashboard Due to the screen size you probably do not want all dashboards available for mobile users To make a dashboard available to mobile users check the Dashboard is available for Mobile Access option Dashboard Name Joe s Dashboard Full Access Joe Napoli X Read Access Public X Description V Dashboard is available for Mobile Access lt Back 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 Add an Indicator to a Dashboard on page 373 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 Address Book information in the following ways e Saved 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 information in your Address Book While they are defined in Administrator you can add any of these metrics to your dashboard indicators in Maximizer e Filters You can s
228. ccess 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 Color bars and icons indicate the users and booked resources and locations for appointments e Monthly view To view details of a day s appointments in a pop up window hold your mouse pointer over the day To 166 Maximizer CRM 12 User s Guide display appointment details hold your mouse over the appointment To open an appointment from the pop up window click on the appointment e Weekly weekly list and daily views To display appointment details hold your mouse over the appointment To open an appointment double click on the appointment 5 Select the Open Address Book entry icon to view the Address Book entry associated with the selected appointment You can also right click and choose this command from the context menu g From the User drop down list select a user to display another user s appointments or select a location or resource to view the booked time for meeting locations and resources Select a date in the miniature calendar view to n
229. cess If the Skip non work days option was selected when the Action Plan was scheduled the activities are rescheduled only on work days For example if you complete an activity one day late all proceeding activities in the Action Plan are moved forward by one day If any of the activities is scheduled to occur on a non work day it s moved to the next work day If any of the activities is assigned to a user who has not granted you full access to the Calendar for appointments or Hotlist for tasks the activity remains unchanged You must complete dependent activities individually If you attempt to complete multiple activities at once any dependent activities will not be completed Schedule an Action Plan To complete this procedure you must have Read permission for the Action Plan Library You can schedule Action Plans from the Address Book Opportunities Campaigns Customer Service or Hotlist window When you schedule an Action Plan from the Hotlist window the Action Plan is scheduled with the Address Book entry associated with the selected task or appointment If you select a personal task or appointment you can schedule a personal Action Plan not associated with any entries You can schedule the Action Plan with a single entry or you can select multiple entries to schedule the Action Plan with all of the entries at the same time You can choose any existing Action Plan template for the Action Plan Click on t
230. cess Toolbar dialog box opens A 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 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 6 When you are finished click OK to save the changes to the Quick Access toolbar Add a Command to the Quick Access Toolbar e Right click on the command and select Add to Quick Access Toolbar 354 Maximizer CRM 12 User s Guide Custom Actions Custom Actions Tab 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 e Browse a website Open a specific website or HTML document e 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 e Start a user defined field for an Address Book entry Treat the value of an alphanumeric user defined field as the fully qualified name of a document or an application to open or start For example you could use an alpha
231. cessor on page 139 e Maximizer Word Processor Window on page 140 e Documents and Templates on page 140 e Create a Document in the Maximizer Word Processor on page 141 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 140 Maximizer CRM 12 User s Guide Maximizer Word Processor Window You can choose to always check spelling when saving changes in your preferences On the Setup tab select Preferences When you open the Maximizer Word Processor it opens a separate window where you can create and 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 If your template has merge fields the information for the selected Address Book entry like the address is inserted in place of the merge fields M Maximizer Word P r Letter amp j File Edit veda Paragraph Tools Document Window Help Dee 46ayv enue Times New Roman ye z B z u
232. cessor or the Campaign Message Editor click the Insert Merge Field icon to add merge fields to the message Chapter 9 287 Campaigns 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 message 2 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 a Campaign Message Editor fines htm mesm a F7 x ARID Verdana zoa B z u Ql ele s Salutation First Name A 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 iii in int mm be Wih b a Please visit our web
233. ch by last name or by company For entries with multiple email addresses select the desired address from the drop down list in the row for the entry 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 a single Address Book entry or to multiple Address Book entries using the Separately option you can insert 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 group to select file attachments to send with the email message g In the Note text for each entry field enter any additional text you would like to log as part of the note created by the email message Chapter 7 199 Email Click Send a Compose Email Message al hae a Message Pi Paste SET Attachment t High Priority ab a ose iny B u A aez u ial 0 7 E Cut aa Picture J Low Priority d Compose in Plain Text E Merge Fields Email Template Spell Eo E z eo ee Flag X Lh Request a Receipt Clipboard Format Text Insert Mark Message Proof Options To gt gt
234. 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 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 To Move ahead one week Move back one week Move ahead one month 466 Maximizer CRM 12 User s Guide Press To Page Up Move back one month 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
235. ck and select Insert File 4 Specify properties for the document such as Name Category Description and Owner 5 Click Browse and browse to the location of the file and click Open g To link the file to a location on a hard drive select Link For the file to be accessible Click OK to save the file with the entry from other computers sagt the full UNC file path to the file for example server a a name Documents Details of document ox folder maximizer doc and BE Eon Wine List ensure it resides in a shared location oe e Z __sealing Category x Description Our wine list with modified prices for this customer Fie C Pocuments EsconaWinelist pdf Browse I tink Result Inserts the file into your document so that you may aa activate it using the program which created it 138 Maximizer CRM 12 User s Guide Add a Hyperlink to an Entry You can add hyperlinks as documents to Address Book entries customer service cases campaigns and opportunities Hyperlinks record links to documents stored outside of the Address Book for example on local and network drives on external websites in Microsoft SharePoint folders and in any other locations that can be expressed as URLs When you open a hyperlink the source document of the hyperlink is displayed in a new browser window Click on the entry to make it the current entry A On the Home tab select In
236. column header 432 Maximizer CRM 12 User s Guide 8 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 Phone 2 Phone 2 Description Phone 2 Extension Phone 3 Description m lt Remove Order of Import Field Number 14 Fields from file Herb csv First Name Last Name E mail Address Phone 3 lt Skip Field gt Address Line 1 city Zip Postal Code State Province Country Web Site Phone 1 1 First Name 2 Last Name 3 E mail Address 4 Mobile Phone 5 Personal Web Page 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 Job Tie Phone 4 Description Phone 4 Extension Sales Lead Sales Annual Sales Sales First Contacted Date Sales Last Visit Sales Lead source z J Convert to name case Do not import first record itis a header Import Cancel Catalog About Two Tier Imports Many contact management programs keep two types of address book entries e Companies e Contacts for Companies Maximizer keeps its
237. computer or a network location by right clicking on the file and choosing Save As e Print notes by right clicking and choosing Print Le A s fay Maximizer CRM Escona Tutorial Company Library Sree A o RE eee Reports Setup 2x T3 Add Folder Letter 3 a A To do 2 n Paste Document l i Fax Zi T Phone Call fA Article Note Meeting Time Article Paste Link Document Document 3 Ca Action Plan k Create Write Phone Schedule Insert Print Track Email 3 TEIT V Preview IB Company Library Opportunity for My Work Day Address Book Opportunities Quotas Campaigns Company Announcement Customer Services a Finance General S Human Resources Competitor Notes Who s our competition for this oportunity Competitor Strengths L ChangeOfAddressForr UA Employee Benefits Marketing Department Competitor Weaknesses Customer Service l ft Knowledge Base Hotlist a E Calendar E Email Company Library ka EJ Personal E Sa Recent Entries re T si f U OrderDesk 3 Sales Department L Price List a 4 m How do we overcome strengths How do we capitalize on weaknesses poortunitl Add gt Open Note Save Note lose Note D ID P ID Io K a ge S Print Email Selected Document to ABC Wine Shop Inc Properties Email Selected Document
238. connect Select an Address Book from the Available Address Books list and click Open 22 Maximizer CRM 12 User s Guide f Connect to Address Book Ex Server 98765 Ba Available Address Books Create new Address Book in Global X Once you connect to the Address Book you are prompted with a message saying the connection was successful 4 Click OK to close the message Lists of Entries Types of Entries Chapter 2 23 Getting Started 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 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 working with lists in Maximizer e Types of Entries on page 23 e Sorting Entries on page 24 e Select Entries on page 24 e Display only Selected Entries on page 25 e Remove All Entries from a List on page 25 Almost all of the information displayed in Maximizer is displayed in a list including notes and documents attached to entries Hotlist tasks and Calendar appointments Maximiz
239. 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 when you transfer entries between Address Books Notes Following Window The Notes following window displays notes for the current entry in the Address Book Opportunities Customer Service Campaigns or Hotlist window In the Hotlist window the Notes following window displays the notes for the Address Book entry associated with the selected task or appointment Notes are displayed for an appointment only if a single Address Book entry is associated with the appointment Keep the following tips in mind when working in the Notes following window Identify notes marked as important with the Important icon By default notes are sorted by the Important column but you can click any column heading to sort by another column A Use the Show 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 n
240. cro 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 Es General Internet URL http www maximizer com m Label Tooltip lt Bak Next gt cance 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 e If you chose any other item select the specific user defined field macro graph or search from the drop down list Chapter 12 357 Customizing Maximizer Action Button Properties x General Search catalog MarkBertolisPariners 0s Description All address book entries whose Account Manage Label Mark Bertoll s Partners Tooltip Retrieve a search catalog Mark Bertolli s Partners lt Bak Next gt Cancel
241. ct multiple users and groups for Full Access and Read Access in Address Book entries c This option gives you access to Global and Local 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 12 User s Guide CHAPTER Getting Started Start working in Maximizer CRM In this chapter Maximizer CRM on page 12 Maximizer Interface on page 13 Opening Address Books on page 20 Lists of Entries on page 23 My Work Day on page 26 Getting Help on page 28 12 Maximizer CRM 12 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 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 enables an organization to communicate with its customers through multiple channels to share information and to organize individual and team efforts Ma
242. d Entries Filter All HAME Columns alternate Customer Service View Creation Date Case Number Status AssignedTo Subject Priority 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 10 315 Customer Service Creating 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 The following sections contain information on creating customer service Cases e Add a Customer Service Case on page 315 e Add a Customer Service Case from an Email Message on page 317 Add a Customer Service Case You can select a different Address Book entry in the Customer Service Case dialog box by clicking the ellipsis button beside the Company Individual field When creating a new case you can select or open an Address Book entry or select an existing customer service case or opportunity associated with the Address Book entry Click on the Address Book entry or on an opportunity or an existing customer service case associated with the Address Book entry to make it the current entry A In an open entry select Actions gt Create a Customer Service Case On the Home tab select Case from the Create group Drag the
243. d 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 The Notes window records your Address Book activities and displays only those notes that belong to the selected Address Book entry customer service case campaign or opportunity The User Defined Fields window displays the custom fields for the 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 The Documents window displays the document entries for the selected Address Book entry customer service case campaign or Social Networking Chapter 2 19 Getting Started opportunity You can add new documents as well as files not created in Maximizer modify documents or delete documents The Social Networking following window lets you link Address Book entries with profiles on LinkedIn and view details from the LinkedIn profile directly in the window 20 Maximizer CRM 12 User s Guide Opening Addr
244. d 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 Organizer 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 In Maximizer CRM 10 5 select File gt vCard gt Send 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 Appendix A 451 Maximizer CRM 12 Ribbon Interface In Maximizer CRM 12 Click the Maximizer button and select Import Export Transfer Then under vCard select Send On the Setup tab select User Defined Fields On the Setup ta
245. d select Save All Selected Email Messages Click OK Send an Email Message 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 In the Email window select the Compose icon In 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 Chapter 7 197 Email r display the Send Email If necessary adjust the email options and click OK dialog box select the Always display the Send Email options before composing an email Send Email a option in your email Send email options preferences On the Setup tab I Save copy to entry s documents select Preferences and select M Log to notes the Email tab I Indude message body in note Logging Details Cx Cancel The Compose Email Message dialog box opens A Enter email addresses in the To Cc or Bcc fields separating email addresses with semicolons Click the To Cc or Bcc 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 w
246. d to start In the alarm click Snooze This To reschedule all current alarms click Snooze All A From the Snooze time drop down list select an amount of time by which to delay the alarm If an activity is scheduled in the future you can also specify an amount of time before the start of the activity Chapter 6 183 Calendar and Hotlist Snooze This Alarm x Snooze time 5 minutes before start z OK Cancel Click OK 184 Maximizer CRM 12 User s Guide Action Plans Action Plan Library 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 campaigns and customer service cases The following topics contain information on working with Action Plans e Action Plan Library on page 184 e Create an Action Plan Template on page 185 e Dependent Activities on page 186 e Schedule an Action Plan on page 187 e View Activities Scheduled from an Action Plan on page 189 The Action Plan Library stores Action Plan templates Action Plan templates store the details of your Action Plans When you schedule an Action Plan you can choose an existing Action Plan template Each Actio
247. date and time Date Time 5 V Set alarm 10 minute s prior to task Details of task Activity My follow up deadline is approaching Priority Task is completed lon BEC eY ECA Assigned to Joe Napoli Hotlist task with Powell Darin Bayville Package Store Case for Bayville Package Store Subject Packaging defect Follow up deadiine March 19 2010 5 40 PM speling 0K Cancel Resolve a Customer Service Case 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 directly in the Resolve Case dialog box Click on the customer service case to make it the current entry Open the customer service case 322 Maximizer CRM 12 User s Guide Note that you can include this information in automated email templates for customers by using the Case_Solution_Note merge field Select the Resolve icon On the Edit tab select Resolve Case from the Process group 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 multiply
248. diately 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 information 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 GB The tabbed following windows show additional information for the selected entry Note that the Campaign Roles following window applies only to traditional campaigns Chapter9 265 Campaigns 6 Double click on a campaign to open it Maximizer CRM E
249. dress 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 ated Campaign e epee 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 f 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 Cancel Chapter 9 291 Campaigns Choose a template and enter the basic information for the campaign and click Next e From the Template drop down list select an existing campaign template To create a new template click New e Enter the name description budget and expected revenue of the campaign Automated Campaign Information Select a campaign template Template Email Campaign 2010 Escona Wines x New 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 D
250. e g Double click on a customer service case to view or modify it Use the following windows to view additional information for the selected customer service case Chapter 10 313 Customer Service 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 a ag Maximizer CRM Escona Tutorial Customer Service 23 Displayed Se x Home Edit View Search Tools Reports Setup 7x E ia Letter XB g gee MA To do J insert a File ja Print a Label Eg f g E4 Z eax Phone Cat lt Insert a Hyperlink Case Opportunity Email Note lt Make Receive Meeting p x Time Sl Document aCalt a Call Li Action Plan print an Envelope aTask Create Write Phone Schedule Insert Print Track AX show My Current Cases gt VY 163 maa N By Desine an E Dahon Case Number Company individual su Assigned To Follow up Deadine Status Priority HQ 00064 Bayville Package Store SI refund reque Celine Dancer Apri 9 20126 20PM Wait for Custo N a Er My Work Day HQ 00065S Arrow Wine amp Spirits Ship error refund reque Celine Dancer Apri 9 20126 17PM Wait for Custo N 3 HQ 00066 All The Best Spirits Ship error refund reque Celine Dancer March 9 2012 6 15PM Wait for Custo N HQ 00067 ABC Wine Shop Inc Ship error refund reque Celine Dancer February 9 20126 16 Wait for Custo N bs el campaigns Customer soe 1 All The Best S
251. e Anniversary of Business user defined field as 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 e 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 e 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 Chapter 13 395 Reporting 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 e Gallery Choose flat 2D or perspective 3D and the chart type Area Bar Pie etc e Style Choose the style based on the chart type you chose in the Galler
252. e Description Activity From start date Assigned to i Lunch Meeting 0 day s After Current User Daniel bt Conference call 2 day s After Current User Daniel 4 Confirm deadline 4 day s After Current User Template access Full access Public Read access E click add The Add Plan Template dialog box opens 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 select 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 186 Maximizer CRM 12 User s Guide Dependent Activities 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 El 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 2a Template name Simple Sales Plan Description Use when a strategy would be
253. e Address Book entry 46 Maximizer CRM 12 User s Guide Modifying Address Book Entries Combining Entries You can open existing Address Book entries at any time to modify their details 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 Combining Entries on page 46 e Combine Information from Multiple Entries on page 47 e Combine Multiple Entries into a Single Entry on page 48 e Move Contacts to Another Company or Individual on page 49 e Convert Individuals to Companies and Contacts to Individuals on page 50 You can combine information from multiple Address Book entries into a single entry To combine entries you must select at least two entries of the same type The last entry selected is the target entry The other entries selected are the source entries You can combine a single source entry or multiple source entries into the target entry When you combine the entries information from the source entries is copied into the target entry Information in the target entry is always preserved after combining the entries Information is copied in the following ways e If a field has a value in the source entry but
254. e Assignments Lists current customer service cases grouped by representative Case Billing Summarizes billing information for customer service cases closed within a specified time period Case Category Origin Priority Product Queue Severity Analysis Summarizes current customer service cases grouped by category case origin priority product case queue or severity Case Monitor Summarizes customer service cases being monitored by Maximizer users Case Resolution Summarizes the resolution time for customer service cases Create a Corporate Crystal Report from Maximizer Before accessing custom reports in Maximizer you must create the reports using Crystal Reports 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 Documents 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 or 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 If you create your own folder it appears as one of the submenu items under the Crystal Reports item Chap
255. e Cases on page 324 Knowledge Base on page 329 Adding Articles to the Knowledge Base on page 333 312 Maximizer CRM 12 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 312 e View a Case from the Customer Service Window on page 313 e View a Case from an Address Book Entry on page 314 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 icons in the View bar to resolve assign and escalate cases 5 Use the Deadline drop down list to view cases according to deadlin
256. e Combine Address Book Entries dialog box opens asking how you want to use the mailing address of the source entry 4 For each source entry click Yes to create an alternate mailing address or click No to ignore the mailing address Combine Multiple Entries into a Single Entry To complete this procedure you must have Insert Modify and Delete permissions for Address Book entries Use this procedure to combine the information from a source entry or multiple source entries into a target entry and automatically delete the source entries All information is copied to the target entry without over writing any of the original information in the entry The source and target entries must be the same type of entries In the Address Book window click on the source entry to make it the current entry In the Address Book window select multiple source entries e Click in the gutter to the left of entries e 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 A Drag and drop the selected source entries to the target entry The Drag and Drop in Address Book dialog box opens Select Move the source entries to the target entry and click OK 4 Click OK to confirm the change If a source entry has an address specified the Combine Address Book Entries dialog box opens asking how you want to use the mai
257. e 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 The following section contains information on the Peg Board e View the Peg Board on page 191 e On the View tab select Pegboard from the Availability group Peg Board Ea User list Status User Icon Remarks Name Address Book Entry User Status in Bille Holly in COMPANY Refresh Dut Daniel Brown in Joe Napoli in Jon Bowser in LouJones in Lucy Garcia in Mark Bertolli in Matt Graham in Miranda Corell in WondaWhite Appointment Close 192 Maximizer CRM 12 User s Guide World Clock View the World Clock The World Clock is a utility that allows you to view the time in various locations around the world You determine which locations are displayed It s great if you have international dealings of any kind from the occasional phone call to
258. e 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 5 In the Templates tab click Steps and assign the steps to your new campaign template 270 Maximizer CRM 12 User s Guide g Click Roles and assign the roles to 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 E Templates Steps Activites Roles Template 2007 Escona Price List z Add Save As Rename Delete General description of template and its calculated cost and duration Sooo Senet cos pz Create and distribute our Escona 2007 price list and distribute to our customers Duration 1 94 month s Steps and roles that comprise this template Steps Roles ate 2007 price list a Marketing Campaigns Assistant anges and additions to catalog i Marketing Distribution Assistant Make any necessary changes to p Marketing Manager Product Manager jenior Management Team approval for mail out piece Print out and mail price list to custo Spelin
259. e existing Click Through The indicator is linked 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 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 Open another dashboard A dashboard is displayed You must specify the dashboard while setting up the indicator Chapter 13 373 Reporting Add an Indicator to a Dashboard You can add indicators while creating dashboards or you can add them to existing dashboards 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 A 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 indicator _ Dashboard Wizard Webpage Dialog fs Indicator Properties Provide the following basic information for the indicator I
260. e opportunity is subscribed 5 Click Search The automated campaigns matching the search criteria are displayed g Select the campaign and click OK Chapter 8 235 Opportunities Assign Campaign to Opportunity for Atlas Food Inc Se Search for campaign Campaign Name Products Services and Categories Products Services Chardonnay Gewurztraminer Nebbiolo Categories Start date range Find matching meee Unt 1 New E 4 Abandoned January 1 2010 January 27 2011 F 2 in progress Fs Suspended V 3 Completed Search all dates Opportunity s Address Book entry is subscribed to campaign Search Campaigns available for assignment from search results Name Start Date Completion Date Status Products Services Categories gt Aepessovios AN BUSARA Colfomia Fjar Print Out Personalized January 31 201C February 8 201 Completed ok Cancel Click OK to save the changes in the opportunity Automatically Assign Campaigns to Opportunities To complete this procedure you must have Read permission for campaigns You can set your preferences to assign existing campaigns automatically to new opportunities If an Address Book entry is subscribed to a campaign the campaign is assigned to any new opportunities for the Address Book entry within a specified time period If the Address Book entry is subscribed to multiple campaigns in the time period you are prompted to select
261. e 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 Success Factors Strategy Library Chapter 8 243 Opportunities 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 how 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 mu
262. e 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 On the Setup tab select Preferences A In the Dialing tab select Modem or TAPI 68 Maximizer CRM 12 User s Guide 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 Chapter 3 69 Address Book Entries 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 in the Reports to field for each Contact Keep the following points in mind when working with an organizational chart Select the Print icon 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 o
263. eTime 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 Data Type DateTime String Integer Integer Integer Integer String Integer Len 8 23 Appendix B 487 Crystal Reports Datab
264. eads 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 Web 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 customers 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 infor
265. earch 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 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 e Draft Articles can be viewed and modified by creators owners users or security groups and users with the Knowledge Base Approver role e Internal Articles can be viewed by all users who have knowledge base read rights excluding Customer Access and Partner Access users and modified by users with the Knowledge Base Approver role e Published Articles can be viewed by all users who have knowledge base read rights including Customer Access and 332 Maximizer CRM 12 User s Guide Partner Access users and modified by users with the Knowledge Base Approver role e Expired Articles can be viewed and modified by creators owners users or security groups and users with the Knowledge Base Approver role Chapter 10 333 Customer Service Adding Articles to the Knowledge 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 articl
266. eator_lId Create_Date Suspend_Date Days_Suspended Dynamic_Strat Data Type DateTime DateTime DateTime Float Integer String DateTime DateTime Integer Integer Len Foreign Table Ref 8 11 Description and Rules 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 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 Appendix B 515 Crystal Reports Database Views Tables Reference Table 143 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Dynamic_Team Opp_Type Comment Completion_Comm ent Last_Update_Date Updated_By_Id TestStatus Last_Opp_lId Cont_Client_Id Cont_Cont_No NextAction Data Type In
267. ebsite E Create a draft knowledge base artide from solution notes and link it to this case E Solution involves information from an existing knowledge base article Artide Title Case Users Case Monitors Notification Address Book Entry Notification Notify the assigned user by email fi B V Notify the case owner by email 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 e 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 e 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 324 Maximizer CRM 12 User s Guide 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 case de
268. ect the Address Book to open and click Open The Login dialog box opens Chapter 2 21 Getting Started The default password for new 4 Type your password and click OK users and for the users in the F S sample Address Books is The name of the Address Book appears in the application title maximizer bar Log In to the Current Address 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 Connect to an Address Book 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 Q vou can perform this Once the connection to an Address Book is established it appears in procedure only if you have the Open Address Book dialog box You can use the Remove button Maximizer CRM Group Edition h i p installed in the Open Address Book dialog box to remove it from the available Address Book list 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
269. ected for the merge All Items TtemCode Item Name Item Ttem Price Item Unit Item Item Promotion Quantity Shipping ost 237892 The No 90 00 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 Create an Item Table Merge Field on page 408 e Inserting Item Table Merge Fields on page 410 Create an Item Table Merge Field You can create item table merge fields from the OrderDesk window or the Address Book OrderDesk following window On the Edit tab select OrderDesk gt OrderDesk Item Table Merge Field Setup Items Table Merge Fields ES Microsoft Word merge field Definition Name Column order and visibility All Items ViItem Code Move Up Item O Item Name CItem Promotion Item Price Move Down Item Unit eel _ Item Quantity Item Shipping Cost Item Options Line separated Item Options Comma separated _ Item Extended price OK Cancel Apply A Click New Chapter 14 409 OrderDesk New Items Table Merge Field Em Merge field Name 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 fields in the Insert Merge Fields dialog box 4 In the Definition list select the table columns you want to add to the merge field To select a table colu
270. ed 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 x Address Book Opportunities Campaigns Customer Service Users Name a Type Requested by Add Folder o f BEER g 1A UseAlternateForm Alphanumeric 2010 Campaigns and Folder Add Field H P Sales Folder Marketing Folder if Customer Service Folder Partner Retail Reselle Folder j Customer Profile Folder Discount Levels Folder 41 8 Wine Preferences Folder i Wines of Interest Folder Joe Napoli Escona Roles Table Customer Interests Table Reset Order Partner Interests Table cose E3 Combined Partner an Formula Joe Napoli eS FPR Contract Evniny Data Ine Manali m r Mandatory Fields The following sections contain information on setting up user defined fields e Sorting User Defined Fields on page 80 e Create a Folder for User Defined Fields on page 80 e Create a User Defined Field on page 81 e Modify a User Defined Field on page 82 e Add Items to a Table User Defined Field on page 83 e Modify an Item in a User Defined Field on page 84 e Modify an Item in a Table User Defined Field from the User Defined Fields Following Window on page 85 80 Maximizer CRM 1
271. ed fields 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 Transfer 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
272. eesnressaes 436 Transfer Address Book Entries cccee Transfer Summary Reports and Logging Enabling tAPh s cccp Aiea a a a deta penangeue tik aa Eaa a a a Chapter A Appendix B xi Requirements for Caller ID cccccscccsscsssecsseeeseecsseesseeeseesseesseeeseess 439 Phone Number Matching with TAPI ccscccseseeeesseeeeeeeeeseneeeeeees 440 Configure Maximizer to Use TAPI c cccsccssscssssesseesssessstesseeeseesenees 442 Updating Maximizer with Live Update cccccccssseeseeeeesseeeesseeeeneeees 444 Download Software Updates from the Server cccescsesesseeseeseeess 444 Languages for the Maximizer Spell Checker cc cccsccssseestesseeesseeseees 446 Change the Language for the Spell Checker c cccsccssessteesseessees 446 Maximizer CRM 12 Ribbon Interface The Maximizer CRM Ribbon Interface ccccccccccccsssessesssseseeseessseeeueenseuees Finding Commands in Maximizer CRM 12 File Menu Edit Menu MIG Wi MICRA TEE ASE EA TO T A T SE ALC Ea P EE A E E A E Actions Menu Web Menu Tools Menu M Reports MON sisisihin na eean onada tipinata gandais Window Menu Help Menu Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Dialog BOXES cecceesseeeeeeeseeeeeeeseeteaeeeeeeenetens Keyboard Shortcuts Entries c ccccsccccsseeeeseeeeeeeeeeeseneeeseneeeesneeeseas Keyboard Shortcuts Drop
273. eessnees Chapter 5 Create a Folder for User Defined Fields 2 cc ceccceceeeeeeeteseeeeeeeeees Create a User Defined Field cecceccesceeceeeeceeeeeeeeeeeeceeeeaesneeeseeeeeeaees Modify a User Defined Field c0 00 Add Items to a Table User Defined Field Modify an Item in a User Defined Field cccccsccesessteesssesseeeseeesaes Modify an Item in a Table User Defined Field from the User Defined Fields Following Window ccccccccessceeseeeeeeeneeeeeeeeeeeneeeeseaeeeessneessaaes Formula User Defined Fields ceccescceseceeeeceeeeeceeeeeeceeaeeeateaeeneseaeeneeeaes Arithmetic Expressions ccccccssccccseseeeeeeeceeneeeeeeeeeseneeeesneessneeeeseneeess Alphanumeric Functions Date Functions eee Numeric Functions Conditional EXpressi ONS eeann aa a aeaa aa Ea ahaaa BEA A EA E E E ETEN Modify a Default Entry sirin eaei ea ta a Aaaa S Archi EEEE AE EA SearchiforEntries bya Fieldsin ae a Search by All Fields aaaea aaaea aa aada Undo the Most Recent Search c cecceesceesceeeeeeeeeeteeeeeaeeeseeeeaeeeeeeeeeee Search Catalo Gueiros a ia aaa aiani Save a Search in the Search Catalog cceseee Retrieve a Search from the Search Catalog Retrieve a Recent Search from the Search Catalog Global Edits inasre headed rete ann beers Modify Multiple Entries ccccccscccssecsssesseecsseesseessessseessneesseessetess Add Values to a Field
274. eferences can also be controlled in Administrator using the user preferences 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 The following sections contain information on the calendar and Hotlist preferences e Set Calendar and Hotlist Task Preferences on page 176 e Send Email Notification as iCalendar Files on page 176 176 Maximizer CRM 12 User s Guide 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 Preferences Joe Napoli Ea Transfer Envelopes
275. eld 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 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 of 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
276. elds 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 setup is automatically displayed whenever the saved search or Favorite List is retrieved The following sections contain additional information on column setups e Create a Column Setup on page 120 e Retrieve a Column Setup on page 122 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 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 4 121 Maximizer Entries Column Setup Ea Defined views Default Address Book View Add Default Contact View Default Related Entries View n Address Information Properties Advertising Response View Basic Information Save As Leads Summary Partners Assigned Delete Partners Summary Territory Account Manager Use Now cose E click add The Defined View Properties dialog box opens In the Details of View area specify the basic properties
277. elect Quick Backup The Quick Backup Address Book dialog box opens Quick Backup Address Book MASTER user password K Password Backup Options Cancel Backup Location Browse I Retainlast 5 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 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 Specify the number of previous backups to retain This option is disabled if you are backing up a global database on a workstation 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 Macrnizer E Click OK 420 Maximizer CRM 12 User s Guide 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
278. en two entries select an entry and while holding down the Shift key select another entry A On the Edit tab select Global Edit from the Replace group 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 amp al B gE Edit Basic Information User Defined Fields Note Global Edit Rules Name and address Other information Mr Ms __ Firstname Middle name Last name Phone numbers Position Salutation Bl Department Division Cinni Email addresses Website hares 1 Address 2 Address City Town St Co Prov Website Zip Postal Country Key Fields for lt Default Key Fields gt z Do not solicit by foe Napoli e Category Read Access Territory Partner Territory Status e Sales Lead Account Manager Joe Napoli Lead status oK Cancel 4 Select the Global Edit Rules tab 5 If you are working with Address Book entries set the mailing address options under Mailing rules You can specify Do not change
279. ending activity ST Basic Information User Defined Fields Marketing Plans Subscribers Status Test Name December 2010 Email Campaign Campaign description Products Services All Categories California Description Revenue from opportunities generated by this campaign As of December 1 2010 Won Not calculated Inprogress Not calculated Key Fields for _ lt Default Key Fields gt x Status Completed Subscribers Start date December 1 2010 Unique opened emails Close date December 15 2010 Unsubscribes Expected revenue USD25 000 00 Total unique clicks Budget USD 1 000 00 4 Select the remaining tabs to view more details on the campaign Chapter 9 295 Campaigns Activities in Automated Campaigns All automated campaigns contain activities that are scheduled to occur during the campaign Each activity contains an email message a fax or a printed document that is sent as part of an automated campaign 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 Suspend an Automated Campaign Activity on page 295 e Review Campaign Activities for a Subscriber on page 295 Suspend an A
280. enotes required field Speting lt Back J __Next gt cancel 4 Select the subscribers to add to the campaign Click Next e Add subscribers from the current list of Address Book entries all entries in the list only selected entries or only the current entry e Select an existing Favorite List of Address Book entries e Search for Address Book entries directly e Do not select any Address Book entries You can add subscribers to the campaign after it is launched 292 Maximizer CRM 12 User s Guide Automated Campaign Address Book Entry Selection Choose one of the following Address Book entry selection options for your Automated Campaign ress Book list 331 Applies the Automated Campaign to the current list in your Address Book window C 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 current entry in your Address Book window C Eavorte List Aj entries in Escona Applies the Automated Campaign to one of your favorite Address Book entry lists Search for entries in the Address Book Allows you to search your Address Book and then choose entries for the Automated Campaign cea cane 5 Select the date to begin the campaign and click Next Start Date E aoe r E S When sh
281. ent you have the option of adding the merge field as a link When the merge field is added as a link a field is added to the document When you merge the document the field is replaced with the value from the current entry If you add a merge field without linking it the value of the field in the current entry is added to the document as text With a document open in Word place your cursor where you want to insert the merge field A In the Add Ins tab click the top of the Insert Merge Field icon in the Maximizer CRM group The Insert Merge Field dialog box opens From the Select a Merge Field for drop down list 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 148 Maximizer CRM 12 User s Guide 6 Click OK to finish adding the merge field to the document Insert Merge Field ees Select a Merge Field for Address Book Account Manager a Accounting Link Type Address Line 1 z Address Line 2 7 Category Company Company Details Company Profile of Employees in Company Company Details Company Profile Annual Revenue Company Details Company Profile Industry Company Details Company Profile Partner or MSI Assigned Company Details Customer Details Customer Type Company Details Customer Details Software amp Support Details of Licenses Company Details Customer Details Software amp Support Details of Licenses
282. enue Calculated_InProgr Float 8 ess Revenue Notify_Flag Integer 4 AMGR_Opportunity_Link Table Description and Rules Applicable only when Opp_Type 0 Not applicable to campaigns Reserved for future use Do not use Not applicable to traditional campaigns Not applicable to traditional campaigns Not applicable to traditional campaigns Not applicable to traditional campaigns 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 Data_Machine_ld Numeric 9 Sequence_Number Numeric 9 Opp_lId String 24 AMGR_Opportunit y Opp_id Opp_Number Opp_Number Integer 4 AMGR _Client Clie nt_Id Contact_Number Step_Id Numeric 9 n Description and Rules Unique identifier of an opportunity or campaign System generated Opp_Number is always 0 Refer to AMGR_Client Client_ld Contact_Number when Type 23 Unique identifier of the step the activity belongs to Mandatory field Cannot modify Table 14 AMGR_Opportunity_Link Table Physical Field Name Activity_Id Type Client_Id Contact_Number Data Type Len Numeric Integer String
283. er Maximizer on the Web on page 338 Mobile Access on page 342 Partner Access on page 345 Customer Access on page 346 338 Maximizer CRM 12 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 Mobile Access Partner Access and
284. er 19 2011 2 18 PM Email Email Message Joe Public Message Napoli X View a Document Attached to an Entry You can view documents attached to entries from Maximizer The file opens in the default application for the file extension of the document If the document is a hyperlink a new browser window opens displaying the source document Click on the entry to make it the current entry A Select the Documents following window Documents attached to the entry are displayed If necessary select options from the Show and Filter drop down lists to change the types of documents and the date range of documents displayed 4 Double click the document that you want to open Add a Document to an Entry You can attach any type of files as documents to Address Book entries customer service cases campaigns and opportunities By default files are embedded into the database when you add them to entries You can also link a file to a location on a hard drive and only a link to the source file is stored in the Address Book Chapter 5 137 Notes and Documents Q users can open only embedded Click on the entry to make it the current entry files from web access sites To make files accessible to A Select the Documents following window Maximizer Web Access Mobile Access Partner Access or Customer Access Leere dosti On the Home tab select Insert File from the Insert Print add the files as linked group documents Right cli
285. er Data Type Number Decimal DecPlace Integer Example Round 2 45687 2 This example returns 2 46 Conditional Expressions Description The numeric value to round Optional The number of decimal places to round to 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 Comparison Statements Logical Operators Chapter 4 97 Maximizer Entries e True Value The value of the expression when the comparison statement is true It can also be combined 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 valu
286. er com au www maximizer com au Contents Chapter 1 Chapter 2 Chapter 3 Welcome to MaximiZer ccccsescceeseeneeeeeeeeeeeeneeeneeeeneneeeeneaens 1 From Prospects to Leads to Repeat CUStOMETS ccesecceeseeeeeeseeeesteeeeeees 2 Anywhere ACCESS cscccessecesenceceeseecesaeeeceeeeeseneeceueeesscaeeseseeessseeesseuneeeas 3 Extend Maximizer CRM to Fit Your N eds c cccssceeeeteeeeseeeeeeees 4 Maximizer MOules c ccccsscccessceceeseeeeseeeeceneeeeeneecseneessneesseeeesseeeeessnseessaees 5 Maximizer Companion Applications cccccccccceseeeeseeeeeeeeeeseeeeesseeesaees 6 Maximizer On the Web ccccescecesseeeeeeeeeeseneeeseeeesceeeeseneeseneeeeseneeessneeesnaees 8 Maximizer CRM Eitions ccccsseeceeeeeeeeeeeeeeeeeeceeneeeseaeesesaeeeseneeesenneeesnees 9 Getting Started wiisiiicsssiescccsseicicessicaccdnatedsectdenaticnsndesiaianseasicas Maximizer CRM arnser n N a e a r a Ti Maximizer Interface iaa haad aeaa hth ont chee ies Main Windows and Following Windows Maximizer Windows Opening Address BOOKS cccssseecseseeeeeeeeeeeeeeeeeaneeeseaeecseneesscuneeessneeeeeness Open an Address Book cc ssccceseeeceeneeeeeeeeeeeeeeecneeeeeeeesseeeesseneeesnes Log In to the Current Address Book as Another Uset 00 21 Connect to an Address Book cccecceeseeseeeseeeeeeeeeeeneeeeaeeseeeeaeeeeeeaes biste of ENIES iaia suieesctatacadh fois a
287. er 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 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 24 Maximizer CRM 12 User s Guide Sorting Entries Select 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 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 you must change the column setup After selecting the column to sort by you can quickly move to an entry by typing the character s with which the en
288. er 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 GoldMine database ver
289. er with Joe Napoli m V Skip non work days Description Follow up on a resolved case Case is resolved on August 22 Action Plan activities Activity Start date Assigned to 2 Confirm that solution notes are com August 24 2011 Joe Napoli 2 Contact Channel Manager to plan P August 24 2011 Joe Napoli W amp Conduct lunch and learn for CS8S st August 29 2011 Celine Dancer Joe Denotes required field Speling More gt gt OK Cancel View Activities Scheduled from an Action Plan You can view a list of activities scheduled from a specific Action Plan in the Activities tab of an entry Open the entry that the Action Plan is scheduled for A Select the Activities tab From the Action Plan options drop down list select Display all plans A list of all Action Plans scheduled with the entry is displayed in the drop down list 4 Select the name of the Action Plan 5 To display all activities in the Action Plan set the following filter options e From the View drop down list select All dates e From the User drop down list select All Users 190 Maximizer CRM 12 User s Guide e Select Show appointments e On the right click the arrow to expand the view options and select Show completed activities Peg Board View the Peg Board Chapter 6 191 Calendar and Hotlist In a medium to large office it s not always obvious when people are in out or busy with an appointment Th
290. eries then press Shift and select the last item in the series e Type the first letter in the item s name to jump to that item in the list e Select a security group department division or team to add all members of the group to the list Users are grouped by the departments divisions security 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 4 Select the color to assign to the item and click OK 5 Click OK to save the changes to the legend The Legend updates to show the new items with the selected colors 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 You can click Options to specify that email reminders are also sent to Address Book entries A 4 Chapter 6 169 Calendar and Hotlist 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 Click Recurring t
291. ers in the area Cost 1 000 00 Effort 2 00 day s Priority With Advertising Agency Roles Advertising Agency Printer Create a Traditional Campaign Template 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 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 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 ar
292. es You can save the field mapping for reuse by clicking the Catalog button Import Address Book Entries x 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 Import all entries as nondeads Cancel Chapter 15 431 Administration for Maximizer 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 files use the first line as a
293. es April 1 2009 June 30 2009 ear Values to be searched for April_1 2009 TO June 30 2009 Add gt gt Change gt gt lt lt Remove I Search for no value ox Cancel 5 Specify the remaining search criteria in the Search by All Fields dialog box 104 Maximizer CRM 12 User s Guide 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 6 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 Maximum entries you would like to be returned for previously defined searches El Click OK to start the search Search by All Fields ex Match entries using the following fields Napoli ontract Expiry April 1 2009 TO June 30 2009 Column S
294. es 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 advertising 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 9 269 Campaigns Identify target market Compile list of geographic territories of high income 30 55 yrs amp identify retail
295. es 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 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 98 Maximizer CRM 12 User s Guide Examples of Conditional Expressions The following 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 1 If Dayofweek
296. es 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 You can also add an article as a hyperlink pointing to a document stored outside of the Maximizer Address Book 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 Add a Standard Knowledge Base Article on page 333 e Add a Document Knowledge Base Article on page 334 e File Formats for Document Knowledge Base Articles on page 335 e Add a Hyperlink Knowledge Base Article on page 335 e Saving and Sending Knowledge Base Articles on page 336 Add a Standard Knowledge Base Article Standard format knowledge base articles contain only text You can specify all details and content of the article directly in the Knowledge Base Article dialog box In the Knowledge Base window on the Home tab select Knowledge Base A
297. es 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 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 268 Maximizer CRM 12 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 templat
298. es of multiple entries select Top N records based on summarized data 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 370 376 Maximizer CRM 12 User s Guide Dashboard Wizard Webpage Dialog caj 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 gt 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 ig Function Sum X Choose a function to apply to the field selected above Next gt Cancel If you are creating a list control that returns information directly from entries this screen does not appear 8 If you are creating a group indicator or a list control with summary information in the Group by field select the field by which you want to organize the data and clic
299. eseeees 280 Add an Activity to an Automated Campaign Template 282 Automated Campaign Messages ccccsscccssscecseeeeeeeeeeeeeeesesneeeseseeeeeees 285 Campaign Message Library cccccscecessceeeeeeeeeeeeeeeeeeeseeeeeesetenees 285 Create a Campaign Message cccccseeeeeeeeeeeeneeeeeeeecneeeeeesesneeeees 286 Campaign Message ECitor ceccceeceeeseeceeeeeeeeeeeseeeeeeeeseeeeeeeneeeenees 287 Campaign Merge Fields cccssceceeeeeeeeneeeeeeeeeeeaeeeeeeneesseeeeesseeeees 288 Example of a Campaign Email Message c scceceeseeseeeceeeeeeeeeees 289 Creating Automated Campaigns ccccscccsesceeseneeeeeeeeeeseecesseeeeseneeesaees 290 Add an Automated Campaign ccccssccceeseeeeeeeeeeeeneeseeeesesneeesenees 290 View an Automated Campaign cccssccecseseeeseeeeeeseeeeeseeeseneeeenees 293 Activities in Automated Campaigns cccccccsscccssscceseeeesseeeeseneeessseeesens 295 Suspend an Automated Campaign Activity ccccsscessseeeeeees 295 Review Campaign Activities for a Subscriber scceseeseeseeeeeees 295 Automated Campaign Subscribers ccccccessseceeeeeeeeeeeeseneeeseneesssneeeeees 297 Add Subscribers to an Automated Campaign cescceeceeseeeeeeeees 297 Add a Subscriber from the Address Book Window to an Automated CAN AIG EEEE ones vase dee suk sas des odes Lag cues sag A EAEE AET 298 Remove the Current Entry from
300. esinieesdectesstleteclascnciaveeesceevecnvensesd Knowledge Base WiINdOW csscceesceeseeeeeeeeeeeeeeeaeeeeeeeeaeeteeeeaeenaees View a Knowledge Base Article cc cccssccceseeeeeseeeeeseeeeeeseeesseeeess Searching for Knowledge Base Articles Status of Knowledge Base Articles ccccccccsscssessseesteessesseeseeees Adding Articles to the Knowledge Base cccssccccesseeeeeeeeeeeeeessseeeeenees Add a Standard Knowledge Base Article ccccscceesseeeeeeeeeeeeeees Add a Document Knowledge Base Article ccccssseeeeseeeeeseeees File Formats for Document Knowledge Base Articles s 008 Add a Hyperlink Knowledge Base Article ccccccsssceseteeeeeneeeees Saving and Sending Knowledge Base Articles ccscceeseeeeeees Maximizer on the Web 2 cccceeeeeeeeeeeeeeeeeeeneeeeeeeeneeeeeaneee 337 Maximizer on the WeD c ccesceescesseeeeseeeeeteaeeeaeeeseeseaeeeeeeesaeeseeesaeeeaees 338 Log In to Maximizer Web ACCESS cccccseceeeeneeeseeececeessseeeseneees 338 Enable the Maximizer Add On in Internet Explorer 0006 339 Configure Internet Explorer to Use Maximizer Web Acc ss 339 Enable Pop Up Windows in Firefox for Maximizer Web Access 340 Mobile Access 0 25 2 03 eset tia aed deeeed ian diet desis aa EAKA tee Compatible Browsers for Mobile Access Log In to Mobile ACCESS ccccscccceeseeeeeeeeeeceeeeseeeeseaeeesnanees
301. ess Book entries receiving the notification if they use calendar applications that support the iCalendar file format Maximizer users do not receive iCalendar file attachments If an attendee responds to an iCalendar notification the response is sent to the Maximizer user who created the appointment When you receive a response to an iCalendar notification you are alerted that the original appointment does not exist This message refers to the status of the appointment in your email application not the status of the appointment in Maximizer The iCalendar response does not modify the appointment in Maximizer The iCalendar files work only for appointment notification sent from Maximizer If you open an iCalendar message in the Maximizer Email window an appointment for the message is not automatically created in Maximizer Chapter 6 177 Calendar and Hotlist The Maximizer Email Service must be set up to send iCalendar notification with Maximizer The iCalendar files are not sent out if you use your local email client See the Maximizer CRM Administrator s Guide for information on configuring the Maximizer Email Service On the Setup tab select Preferences 2 From the Email appointment notification drop down list select Ask or Always Select Include the iCalendar ics attachment 4 Click OK to save the changes to the Preferences dialog box 178 Maximizer CRM 12 User s Guide Viewing Activities for Entries You
302. ess 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 Browsers for Mobile Access Log In to Mobile Access The following browsers are compatible with Mobile Access e BlackBerry web browser e Apple Safari e Android web browser Visit the Maximizer website at www maximizer com for the most up to date list of supported browsers To use the full functionality in Mobile Access users may also need to configure their browsers in the following ways e Enable JavaScript e Enable browser cookies You can log in to Mobile Access using your Maximizer user name and password In the browser on your device enter the Mobile Access URL By default the URL is in the form server name MobileAccess where server name is the URL of your web server Chapter 11 343 Maximizer on the Web 2 From the Log in to drop down list select the Address Book you want to open Enter your Maximizer user ID and password 4 To save the Address Book name and user ID for the next time you log in to Mobile Access select Remember me 5 Select Log In A Maximizer cam 12 Mobile Access Log in to Escona Tutorial User ID JNAPOLI Password Remember me The Mobile Access Home page opens
303. ess 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 View an Address Book Entry To complete this procedure you must have the Read permission for Address Book entries You can view and edit details of Address Book entries at any time In the Address Book window double click on the entry to open it The Address Book entry opens showing the information in the entry 2 To view and modify other information related to the entry select the User Defined Fields tab 38 Maximizer CRM 12 User s Guide If necessary click OK to save changes made to the Address Book entry All The Best Spirits A W fy Copy fie Favorite List E 3 Actions 3 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 eo CT 06878 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 x Primary Interest s an agent d t Full Access Last Visit Read Access Annual Sales 9 Territory Retail Wine Cost Region Industry Size of Clie
304. ess Books Open 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 used 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 The following sections contain information on opening Address Books e Open an Address Book on page 20 e Log In to the Current Address Book as Another User on page 21 e Connect to an Address Book on page 21 In the top left corner of the window click the Maximizer button and select Open Address Book The Open Address Book dialog box opens Open Address Book Available Address Books Commercial Real Estate Escona Tutoria Financial General cancel High Tech Legal Remove Sales et Location of Address Book SQL Server 98765 DSN MAS_EsconaTutorial A If the option is available select Local List or Global List Sel
305. ess the command from the Save Contact to Maximizer icon in a contacts window or from the Save Sender As Contact to Maximizer icon in 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 not include a company name you are prompted to provide one when saving the Contact to Maximizer 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 Chapter 7 213 Email If the Confirm when creating Contact option is selected the Save Contact to Maximizer dialog box opens c Save Contact to Maximizer es Company Contact Contact for an existing Company Individual Individual Name and Address Other information Mr Ms First name Middle name Last name Phone numbers Argonaut Wine amp Lic Main 0 Company Fax Dept Cell Divis
306. esssecseeesseecsseeeneesseesseeesnees Set Up an Email AutoSignature Set Default Fonts for Email Messages Microsoft Outlook Integration cccccee Set Up Microsoft Outlook Integration Select a Microsoft Outlook Address List for Integration 6 211 Add an Address Book Entry from Microsoft OUtlOOK cscccees 212 Add a Customer Service Case from Microsoft Outlook 06 214 Send an Email Message to Address Book Entries from Microsoft OUlOOK eo tet ete i ieee a Se eet eas Oe a etd 215 Save an Email Message to an Address Book Entry from Microsoft OUTIOOK REEE tess ceste ees E Setus dee es tae ote te ees vier 216 View an Address Book Entry from Microsoft Outlook 0 008 218 Microsoft Outlook Synchronization cccccescsseesseesseeseseeeseesseeseeeeseeess 219 vi Maximizer CRM 12 User s Guide Chapter 8 Chapter 9 Synchronizing Appointments and Tasks with Microsoft Outlook 220 Microsoft Outlook Synchronization and MaxSync for Microsoft EXCHANGE esirin eenn aaiae Kiara iai a aen a aTi aet 221 Microsoft Outlook Synchronization and MaxExchange Synehronizati N s iniaatas ii aaia raa iaaiiai aad iiaia 221 Set Up Microsoft Outlook for Synchronization ccccsceseeseeeees 221 Configure Microsoft Outlook Synchronization ccccceseeseeseeees 222 How Phone Numbers are Synchronized with Microsoft Outlook 223 Manually Synchronize with Microsoft Outlook
307. et entry and automatically delete the original source entries You cannot preserve the original target entry However information in the target entry is never overwritten by information in the source entries Combine Information from Multiple Entries To complete this procedure you must have Modify permission for Address Book entries Use this procedure to combine the information from a source entry or multiple source entries into a target entry without deleting the original source entries All information is copied to the target entry without over writing any of the original information in the entry The source and target entries must be the same type of entries In the Address Book window click on the source entry to make it the current entry In the Address Book window select multiple source entries e Click in the gutter to the left of entries e 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 A Select the target entry Then on the Edit tab select Combine Entries from the Relate amp Convert group or Drag and drop the selected source entries to the target entry 48 Maximizer CRM 12 User s Guide Select Combine the source entries and the target entry into a single entry and click OK Click OK to confirm the change If a source entry has an address specified th
308. eters 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 Returns the month as an integer from a date value Syntax Month Date 94 Maximizer CRM 12 User s Guide Year Numeric Functions 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
309. etrieved 106 Maximizer CRM 12 User s Guide On the Search tab select All Fields from the Search By group The Search by All Fields dialog box opens A Enter your search criteria 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 To select a column setup created by another user you may first need to select Show All Column Setups at the top of the drop down list H click ox The search is added to the search catalog Saved Search Properties Es Details of saved search Name Joe s Accounts Description Retrieves all of Joe Napoli s accounts for the current Prompt for values when search is retrieved Eull access Joe Napoli Ld Ly Read access Joe Napoli Associated Column Setup Name Territory Account Manager seating aK cancel Retrieve a Search from the Search Catalog You can access saved searches from the Search Catalog dialog box If the saved search has a column setup associated with it the column setup is automatically displayed when the search is retrieved On the Search tab select Search Catalog from the Catalog group The Search Catalog dialog box opens A If necessary from the Show drop down list
310. etup x 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 Entries that are not leads Allentries Match one or more X Individuals C Narrow list C Leads Contacts Replace list with search results My leads only Maximum entries 1000 ka Last Search Catalog Cancel Undo the Most Recent Search You can quickly undo the most recent search in the Address Book Opportunities and Customer Service windows e 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 Chapter 4 105 Maximizer Entries Search Catalog The search catalog stores all fields searches so that you can retrieve the searches at a later time Each saved search stores all of the information set up in the Search by All Fields dialog box 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
311. f 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 Export Address Book Entries in XML Format on page 421 e Export Address Book Entries in CSV or Tab Delimited Format on page 423 e Selecting Fields for Export on page 426 e Export Customer Service Cases on page 426 e Export Knowledge Base Articles on page 428 Export 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 format 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 exports opportunities associated with the exported Address Book entries e Include UDFs exports all Address Book user defined fields associated with the exported Address B
312. f 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 15 From the Assigned to drop down list select a user to assign the Hotlist task to another user 162 Maximizer CRM 12 User s Guide Add a Hotlist Task g Select Personal Hotlist task if you want to make the task personal and remove the Address Book entry associated with the task Hotlist Task A Scheduled date and time 1 Date March 18 2010 Time 9 00 AM Find Time Set alarm 1c minute s Detail Activity Get prospect to agree with the implementation D Priority A Task is completed 4 n SUS SHES BI Assigned to Joe Napoli X 5 Personal Hotlist ta Hotlist task with Powell Darin Bayville Package Store Opportunity for Bayville Package Store Objective Sell Escona Wine Role End Consumer Advocate Spelling OK Cancel You can create Hotlist tasks for Address Book entries campaigns customer service cases and opportunities You can also create personal Hotlist tasks Personal Hotlist tasks are not associated with other entries Click on the entry to make it the current entry or Open the entry or To add a personal task select the Hotlist icon to open the Hotlist window A In an open entry select Actions gt Schedule a To do or On the Home
313. f the entry details if users do not have rights to view a particular Address Book entry ia 220 Chart for ABC Wine Shop Inc o eles t B v V Show details Fit in window 1 ABC Wine Shop Inc 1006 West 10th Vancouver BC 2R3 SYS Canada Phone 604 601 8000 Email escona maximizer com Web www maximizer com Category Partner Account Manager Billie Holly Ed Johnson Position Buyer Martha Torres oe Position Bay anager 1006 West 10th Vancouver BC 2R3 SYS Canada Phone 604 601 8000 Email escona maximizer com 1006 West 10th Vancouver BC 2R3 5Y5 Canada ears Phone 604 601 8000 Email escona maximizer com The following sections contain information on organizational charts e View an Organizational Chart for an Address Book Entry on page 70 e Modifying Organizational Charts on page 70 e View an Organizational Chart of Maximizer Users on page 70 70 Maximizer CRM 12 User s Guide 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 Modifying Organizational Charts You can modify the structure of organizational 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 ent
314. fic 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 Configure Microsoft Outlook Synchronization Do not select Ignore computer name if you use multiple computers and synchronize to a different Outlook profile on each computer 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 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 you must initiate synchronization manually Under Conflict resolution specify how to handle entries that have changed in both Maximizer and Outlook since the last synchronization 4 Under Options specify the remaining settings e Inthe Outlook profile field enter the name of the user s Outlook profile This information must be obtained from the user s computer e To ignore the computer name when synchronizing select the Ignore computer name checkbox e To synchronize appointments select the Synchronize
315. ficant Strategy Strategy Click on an opportunity to open it Add an Opportunity You can select a different Address Book entry in the Opportunity Entry dialog box by clicking the ellipsis button n the Company Individual ield Mandatory opportunity fields are denoted by an asterisk Chapter 8 231 Opportunities All opportunities are associated with Address Book entries To create an opportunity you must select or open an Address Book entry or an existing opportunity customer service case task or appointment associated with the Address Book entry Click on the Address Book entry or on an opportunity associated with the Address Book entry to make it the current entry Open the Address Book entry or a customer service case associated with the Address Book entry On the Home tab select Opportunity from the Create group Drag and drop the entry to the Opportunities following window or In the Address Book window right click and select Create an Opportunity A new opportunity dialog box opens Specify the basic fields for the opportunity e Enter the opportunity Objective The objective should describe the goal of this opportunity e Select the applicable Products Services and Categories e Enter the Description of the opportunity e Select a Stage and Confidence Rating for the opportunity From the Key Fields for drop down list select a Key Fields list and enter values for the fields in t
316. fined Fields Name and address Other information Mr Ms First name Middle name Last name Phone numbers Ms Marylyn Anozal Main 770 555 4792 Position Salutation Fax 770 555 4793 Account Manager Dear lt Cell z Department Division E Email addresses Website Address 1 5214Michaels Way Email gt manoza_grapevine maximzer com Address 2 Suite 714 Address Email 2 E City Town Atlanta St Co Prov GA Email 3 EJ Zip Postal 30000 Country USA Website www throughthegrapevine com Key Fields for General Customer Primary Interest Full Access Public Last Visit Read Access Preferred Language English Contact How Email Annual Sales First Contacted Date Denotes required field ok _ cancel Apply If you made changes to any of the address fields you are prompted to update the current mailing address or create a new mailing address for this Contact 5 If necessary select how to update the address and click OK 42 Maximizer CRM 12 User s Guide e To modify the current address select Modify the selected mailing address The address is modified for the Company entry and for any Contacts using the current address e To create a new address select Create a new mailing address and specify a name for the address You can later apply this address to other Contacts associated with the Company Mailing Address Ex Modify or create address WARNING This maili
317. fined 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 Contacts display the user defined fields for the associated Companies or Individuals as well as the user defined fields for Contacts All The Best Spirits Do Seasonal Promotion A 2 Monitoring E A Actions aaj Field User Defined Fields 1 il Fields for All The Best Spirits H Q Fields for Kline Winifred Fields for this opportunity Reps Management E Partner Information it E Partner Is Lead Partner Team Leader Sled li Internal Resources Region Store size Number of Retail Lines E Number of Distributors F Show blank fields V Show hidden H Denotes required field Probability Basic Information User Defined Fields Sales Plans Competitors Partners Status Value s No Datasheets Pre sales Under 2 000 square feet 3 5 62 New Field Domestic OK cancel Apply 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
318. follow up activity saved to your Hotlist If you are using TAPI follow this procedure to phone Address Book entries directly from Maximizer Chapter 3 63 Address Book Entries Click on the Address Book entry opportunity customer service case Hotlist task or appointment to make it the current entry A On the Home tab select Make a Call from the Phone group The Message No Answer and Busy options are available only if you have phone call logging preferences set to create notes You can click Transfer and select another Maximizer user to log the transfer in the note Right click and select Phone gt Make a Call In an open entry select Actions gt Make a Call In an open entry click on the phone number you want to dial Then in the Phone dialog box click Dial If you log a phone call using one of the other methods the first phone number associated with the Address Book entry is automatically selected as the number to dial Click one of buttons at the bottom of the dialog box to select a response If you select Message No Answer or Busy a note is automatically saved to the entry with the result of the call If you select Answered the Phone dialog box opens timing the duration of the phone call Phone Call Es Lift receiver and dial Cancel Main 1 604 601 8000 o a lad In the Subject field enter a subject for the phone call and record notes on your call as you talk
319. 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 illustrates Smart Phone Nu
320. g Launch Pints oK Qose Chapter 9 271 Campaigns Working with Traditional Campaigns If you have planned and correctly entered your traditional campaign template it s easy to implement a traditional 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 The following sections contain additional information on traditional campaigns Create a Traditional Campaign on page 271 Marketing Teams in Traditional Campaigns on page 272 Assign a Marketing team to a Traditional Campaign on page 273 Assign a Contact to a Campaign Role on page 273 Assign a Campaign Activity to a Team Member on page 275 Apply and Work the Steps in a Traditional Campaign on page 276 Pause a Traditional Campaign on page 278 Create a Traditional Campaign In the Campaigns window on the Home tab select Traditional Campaign from the Create group 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 Enter the details for the campaign working your way through the tabs from left to right e Enter the campaign s potential revenue The
321. g sections contain information on using user defined fields e Types of User Defined Fields on page 74 e User Defined Fields Following Window on page 75 e User Defined Fields Tab on page 76 e Working with User Defined Fields on page 76 e Mandatory System and Key Fields on page 77 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 e Date user defined fields These fields store a specific date or cannot be transferred iagarted or eored They an annually recurring date 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 Chapter 4 75 Maximizer Entries values Because they are calculated from values of other fields values for formulas fields can be viewed in entries but cannot be set manually e Numeric user defined fields These fields record numeric values You ca
322. g values This procedure applies to multiple value table user defined fields and to system fields that can take multiple values such as products services and categories Create a list of entries to modify or In the current list select the entries you want to modify e Click in the gutter to the left of entries e 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 A On the Edit tab select Global Edit from the Replace group The Global Edit dialog box opens If necessary select a Key Fields list that contains the field or select the User Defined Fields tab 4 Locate the field and select the value to add to the entries If you are updating a user defined field ensure you select the value in the Insert Modify column 5 Select the Global Edit Rules tab 6 Under Update options specify how you want to use the current list If you are updating a system field under Detail Rules locate the field name and select Add table field values If you are updating a user defined field this option should be selected by default E Click OK to save the changes 112 Maximizer CRM 12 User s Guide You are prompted with a message to verify that you want to continue with the operation 9 Click OK to run the global edit Remove Values from a Field in Multiple Entries To complete thi
323. 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 is retrieved To select a column setup created by another user you may first need to select Show All Column Setups at the top of the drop down list Favorite List Properties ES Details of list Name Joe s Recent Accounts Description Indudes entries that have been recently assigned to Joe Full access Joe Napoli x Read access Joe Napoli zi Associated Column Setup Name Territory Account Manager z Sing cancel E click ox The new Favorite List is added to the list in the View Favorite Lists dialog box 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 Customer Service and Opportunities windows On the View tab select All Lists from the Favorite Lists group On the View tab select Recent Lists from the Favorite Lists group and select a Favorite List that you have recently accessed A If necessary from the Show drop down list select My Favorite Lists or All Favorite Lists to change the list of Favorite Lists d
324. guration 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 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 Set 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 222 Maximizer CRM 12 User s Guide 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 speci
325. h entries in Maximizer When you send the document you can choose to merge the document with the current entry or with all selected entries in Maximizer You can also log a note to all entries included in the merge You can merge the document for a single Maximizer entry or you can select multiple entries to print the document for all entries at the same time The document is automatically sent to the printer that is currently set up in Word Open the document in Word A In Maximizer click on the entry to make it the current entry or In Maximizer select multiple entries e Click in the gutter to the left of entries e 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 In the Add Ins tab in Word select Send Document from the Maximizer CRM group 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 150 Maximizer CRM 12 User s Guide e Select Selected List to merge the document with all selected 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
326. h 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 15 439 Administration for Maximizer 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 gt Advanced tab For
327. hat are already subscribed to a campaign vou can flag Address Book Open the campaign and select the Subscribers tab entries to not be included in specific types of campaign A Select the subscribers that you want to remove activities by using the Do not solicit by field on the Basic nomatan tab Click Remove and select Remove Selected Entries Chapter 9 299 Campaigns Remove Subscribers in the Current List from a Campaign You can remove the current Address Book entry in the Address Book window or you can remove all Address Book entries in the current list of Address Book entries from a campaign Open the campaign and select the Subscribers tab A Click Remove and select Remove Based on Address Book List Retrieve a List of Subscribers for a Campaign 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 e Select the automated campaign right click and select Retrieve 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 300 Maximizer CRM 12 User s Guide Automated Campaign Statistics Maximizer keeps tracks of statistics on automated campaigns with
328. he 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 Print an Envelope Print a Label In Maximizer CRM 12 On the Home tab select Case from the Create group On the Home tab select Opportunity 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 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 Web Menu Tools Menu Appendix A 459 Maximizer CRM 12 Ribbon Interface
329. he 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 Add a Hyperlink to the Company Library You can add hyperlinks to the Company Library Hyperlinks point to documents stored outside of the Address Book Hyperlinks record links to any locations that can be expressed as URLs In the Company Library window click on the folder to which you want to add the hyperlink A On the Home tab select Article gt Hyperlink from the Create group Right click and select Add gt Hyperlink 156 Maximizer CRM 12 User s Guide The Insert Hyperlink dialog box opens In the Name field enter a name to refer to the document 4 In the Hyperlink field enter the URL of the document 5 Specify the category and owner for the hyperlink as desired O click ox Insert Hyperlink ex Details of document OK Name CRM Overview Cancel Owner Public Category Hyperlink http en wikipedia org wiki Customer_relationsh ip_management Result Inserts the hyperlink into your document so that you may aa activate it using the default web browser Send Items by Email from the Company Library You can send items by email directly from the Company Library window You can select one or multiple documents hyperlinks and notes Document
330. he 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 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 60 Maximizer CRM 12 User s Guide 5 Click Align Territories Setup Alignment r Temttory alignment conditions March 19 2007 C All Address Book entries Al entries in Address Book window Selected entries in Address Book window Options IT Unassign territories Align territories IT Overwrite temitories set by manager r Status of realignment Address Book entries retrieved 0 Aligned 0 Unassigned 0 Skipped 0 Failed 0 Chapter 3 6
331. he entry to make it the current entry or Open the entry or Select the entries e Click in the gutter to the left of entries e 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 188 Maximizer CRM 12 User s Guide El In an open entry select Actions gt Schedule an Action Plan On the Home tab select Action Plan from the Schedule group 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 es Schedule Action Plan using OK Current entry only Selected entries in the current list Cancel All entries in the current list 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 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 To take the order of activities into account when activities are completed select Set activities as dependent If
332. he list Key Fields lists contain system fields and user defined fields They are defined by your system administrator in the Key Fields preferences in Administrator 5 Work through the remaining tabs entering the opportunity s details including the user defined fields strategy competitors partners and status 232 Maximizer CRM 12 User s Guide g Click OK to save the opportunity amp W G Monitoring E Actions E Probability p 15 Basic Information User Defined Fields Sales Plans Competitors Partners Status Company Individual Amelia Liquors South Contact Chen Melanie m Opportunity description Objective Sell Escona Wine Products Services All Categories California Description Increase sales a Opportunity Analysis Stage Make Initial Contact v Confidence rating Key Fields for lt Default Key Fields gt EA Status In Progress Revenue 2 000 00 Start date January 28 2011 Cost 500 00 Close date Sales team Single User Next action Leader Joe Napoli Campaign Denotes required field L x Cancel Apply Chapter 8 233 Opportunities Assigning Campaigns to Opportunities You can associate automated campaigns with opportunities to identify which campaigns are the sources of your opportunities In the campaigns you can calculate the revenue generated by all of the opportunities associated with the campaigns From the Campaigns
333. help you can search the guide and access hyperlinks from the table of contents index and cross references to other places in the guide 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 customer service cases e Appointments and Hotlist tasks e Sample Company Library files e Fully enabled web access sites 32 Maximizer CRM 12 User s Guide CHAPTER Address Book Entries Keep Track of Companies and Contacts I
334. her actions cick right mouse button on graph Hot down Cl key ard use your mouse to rolate 2D gah Cason Bint 398 Maximizer CRM 12 User s Guide 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 Lx 3D View 3D Lighting Base ani wai Elevation Contotiyy Type Location Backdrop Order Options Fill Frame No Fill Style None M OK Patter wider Jipt Gradient Horizontal Z Color T Jar I Shadow Shadow onser apt Plza Paste Browse Fit Eile I Embed You can use this same procedure to change many of the graph elements Try single clicking different elements to see which ones show the selection handles If selection handles appear you can double click it to edit the element Using Graphs in Other Applications If
335. heses e The bottom left part of the following window displays summary information from the Linkedin profile Click Unlink to remove the association between the entry and the LinkedIn profile Select the links to open LinkedIn and view the entry s profile view the entry s connections or send a message to the entry e Once you have linked to an entry various tabs appear in the right side of the following window Select a tab to view the content from the LinkedIn profile e Summary Displays the summary from the associated LinkedIn profile for the selected Contact or Individual e Experience Displays the experience information of the associated Linkedin profile for the selected Contact or Individual If the entry is not a first connection in LinkedIn only the entry s current position appears in this tab e Education Displays the education information of the associated Linkedin profile for the selected Contact or Individual If the entry is not a first connection in LinkedIn the Education tab is not available e Connections Displays the connections of the associated LinkedIn profile for the selected Contact or Individual Due to the limitations of LinkedIn this tab is available only if a user Chapter 3 53 Address Book Entries links their own LinkedIn profile to the current Maximizer entry Employees Displays the employees of the selected Company You can view an employee s public profile by clicking on the pe
336. hile 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 352 Maximizer CRM 12 User s Guide Adjust the Icon Bar You can adjust the icon bar properties and also choose the state of the icon bar s visibility 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 mouse 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
337. ick OK Documents Chapter 5 135 Notes and Documents In Maximizer documents are files that are created in other applications You can attach documents to Address Book entries customer service cases campaigns and opportunities When you send an email message from Maximizer you can save a copy of the message as a document with the entry and you can save email messages as documents from the Email window You can also add hyperlinks to documents stored outside of the Address Book Documents are stored with the entries to be accessed at any time The following sections contain additional information on working with documents in Maximizer e Documents Following Window on page 135 e View a Document Attached to an Entry on page 136 e Adda Document to an Entry on page 136 e Add a Hyperlink to an Entry on page 138 Documents Following Window The Documents following window displays documents attached to the current entry in the Address Book Opportunities Customer Service Campaigns or Hotlist window In the Hotlist window the Documents following window displays the documents for the Address Book entry associated with the selected task or appointment Documents are displayed for an appointment only if a single Address Book entry is associated with the appointment Keep the following tips in mind when working in the Documents following window Use the Show drop down list to narrow the entries to a specific
338. ields in the templates will no longer merge with Maximizer fields and will trigger warning messages You must delete and reinsert the merge fields in the new template The following sections contain additional information on working with Word Integration e Open Microsoft Word from Maximizer on page 147 e Insert a Merge Field in a Microsoft Word Document on page 147 e Insert a Basic Merge Field in a Microsoft Word Document on page 148 e Preview a Microsoft Word Document on page 148 e Send a Microsoft Word Document to the Printer on page 149 e Link a Microsoft Word Document to a Maximizer Entry on page 150 Chapter 5 147 Notes and Documents Open Microsoft Word from Maximizer To complete this procedure Microsoft Word Integration must be installed e Onthe Tools tab select Open Microsoft Word from the Office group Insert a Merge Field in a Microsoft Word Document If you created templates with merge fields using a previous version of Maximizer you must delete and reinsert the merge fields in the template This procedure is written for Microsoft Word 2007 or later The steps are slightly different in earlier versions of Word To complete this procedure Microsoft Word Integration must be installed You can insert merge fields into documents in Microsoft Word letting you add information from your Address Book to your documents When you add a merge field to a Word docum
339. ign subscribers that have replied to a campaign message e Total bounces The number of email messages that have been returned to the campaign sender View Statistics on Campaign Activities To complete this procedure you must have Read permission for Campaigns You can view statistics on each activity 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 Open the campaign and select the Marketing Plans tab A Select Show campaign Chapter 9 303 Campaigns Scroll to the right to view more statistics for the activities 2010 Escona Wines Email Campaign Email Campaign 2010 Escona Wines eee A BA E E Adtions Pending activity 3 15 2010 5 15 00 PM Email 2010 Escona Wines Basic Information User Defined Fields Marketing Plans Subscribers Status Test Show activities Show campaign Selected campaign template Email Campaign 2010 Escona Wines Details Activities of this campaign More gt gt Name Status Start Sent Error Total Emails Opened Unsubs Email 2010 Escona Wines New 3 15 2010 5 00 00 PM 0 0 0 0 0 Email Reminder New 3 29 2010 1 51 12PM 0 0 0 0 o i Description of the selected activ
340. il commands Show unread messages in blue Save copy of message to entry s Documents F Include message body in email note F Always display the Send Email options before composing an email T Display waming when a logged email has no Address Book entries assigned for logging I7 When sending email from Documents tab log only to the current entry by default Delete message from email service provider after saving as a document 7 Read messages using email service provider s editor E Compose messages using email service provider s editor Overide extended MAPI AutoSave unsent email every 1 YJ Deliver messages immediately when using Maximizer s email editor F When sending email to multiple entries set the default as Separately VY Compose messages in HTML When starting Email service provider When new Email arrives Prompt for a profile to be used Show icon in system tray Always use this profile Z Play a sound F Show notification Fonts AutoSignature vCard _ Advanced oK Cancel The following sections contain information on setting email preferences e Set Up an Email AutoSignature on page 206 e Set Default Fonts for Email Messages on page 207 Set Up an Email AutoSignature You can set up an email AutoSignature in the email preferences The AutoSignature is added to the end of outgoing email messages sent from Maximizer You can choose whether or not to include the
341. imizer include e F1 Help Context sensitive help for all windows and dialog boxes e Online Help Online step by step instructions with a table of contents an index and search e Online manuals Printable version of the online help that you can read using Adobe Acrobat Reader The following sections contain additional information on getting Help in Maximizer e F1 Help on page 28 e Online Help on page 29 e Open the Online Help from Maximizer on page 30 e Online Manuals on page 31 e Open an Online Manual on page 31 e Sample Address Books on page 31 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 A Topics containing your search keyword are displayed in the list Click Display to open the selected topic You can also open a topic by double clicking it Online Help Chapter 2 29 Getting Started 4 Shortcuts link you directly to more information about what you are doing in the Contents Help M
342. in Multiple Entries cccsccccssceeessteeeeees Remove Values from a Field in Multiple Entries c ccscsseeseees Add a Note to Multiple Entries ccccccsesccceseeeeeeeeeeseeeeeeseeeesseeees FAVORItOEISUS 15225 iste O E A E E E E T E Create a Favorite List Retrieve a Favorite List Retrieve a Favorite List Automatically Add or Remove Entries in a Favorite List View a List of Favorite Lists for an Entry ceccesceeceeseeereeseeeeeeeees GOIUMMM SCTUPSS cise ccscusscbes cites sdeacis iobava E E AET Create a COIUMN Setup eceeseesceeesececeseeeeeaeeeseeseaeeeaeeeneeseaeetseeteaees Retrieve a Column Setup csccceeccceseneeeseeeeceeeeeeeeneeeseeeesseneeeseneeeeenes Coloring RUNES oeeie a aaaea Create a Coloring Rule i Apply a GOlOring Rulesissa aaee eaaa aaaea aiaa TyPesiOt NOtes E ENEE E ES EOE EE E EA Notes Following WINdoOW ccccccccescceeeeeeeeeeeeeeeaeeesceeesesneeeseneersaes Add a Note to an Entry Set Up a Default Note JOUMMal Yet egies tie eek Pe et SONNE a ee Maximizer CRM 12 User s Guide Chapter 6 Jo rnal Windows i i cpescii shegtacessdepecesectedeseestpcacceeesspeaddaceihgededeaaeeagie Add a Journal NOTE sekre ensues aron sorrara eea a aran rE ERa Ria DOCUMENTS aee r ar aa a a E A aa aa N Documents Following Window ssssssssssssnssssrerrnensrnnsrnnennntennntnnnnnnne View a Document Attached to an Entr
343. indows 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 commands 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 full icon bar 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 window to filter your list and access common tasks and the column setup 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 Maximizer CRM 12 User s Guide 14 EJ Watch the status bar to see the current user date and time ax Si SB Maximizer CRM Escona Tutorial Address Book 32 Displayed 14 Companies 1 Individual 17 Contacts z
344. ing sections contain additional information on working with notes in Maximizer e Types of Notes on page 128 e Notes Following Window on page 129 e Add a Note to an Entry on page 130 e Set Up a Default Note on page 131 Maximizer automatically creates different types of notes providing a history of all your activities Maximizer creates the following types of notes e Accounting Created in previous versions of Maximizer when you create or modify accounting transactions using external accounting applications 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 Chapter 5 129 Notes and Documents 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
345. ing the Billing rate by the Billable time click either Yes or No to specify your preference Otherwise enter the Case fee Enter the Solution notes for the case These notes would include any specific information about how the case was resolved You can also select a knowledge base article to link to the case or create a draft knowledge base article from the solution note Under Case Users Case Monitors Notification and Address Book Entry Notification specify how you want to notify other Maximizer users and the Address Book entry associated with the case In either section select Include related article as attachment to attach the knowledge base article associated with the case to the email message Chapter 10 323 Customer Service g Click OK to finish resolving the customer service case Resolve Case 2a Case information f Case number HQ 00050 Company Individual Bayville Package Store Lox Cancel Case resolution information _ speling Assigned to Celine Dancer Resolved by Joe Napoli Resolution date March 19 2010 4 35PM Status Resolved Billing type Service Contract X Billable time hrs 0 00 Billing 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 dients on how to order from our w
346. inistrator 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 12 User s Guide Maximizer Companion Applications There s more to Maximizer CRM than just the main modules See the following descriptions of our Maximizer companion products MaxMobile 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 deletions between the two products MaxExchange 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 Workflow Automation Powered by KnowledgeSync Workflow Automation Powered by KnowledgeSync is a separate Maximizer application that allows you
347. ion Address 1 71 olfax Ave Address 2 Email addresses Website City Town D SuProv CO Email zer Zip Postal 8 Country USA Email 2 Email 3 Website www meapdmizer con Denotes required field 9K ca OJN enable or disable the If necessary change the Address Book entry type Confirm when creating Contact option click Other 4 If you are creating a Contact for an existing Company Individual Options in the system defaults lick S h to find and select the Add Book ania f hich preferences On the Setup tab CHIC earch to TING and selec e ress BOOK entry Tor wNIC select Preferences you want to create a Contact mi Maximizer Addresses Search for Entry lant Name Beck Serch C Company cS I Ignore leads Entries available for assignment from search results Name Email Emma Beck escona maximizer com 5 Edit the information in the available fields as required 6 Click OK to save the entry 214 Maximizer CRM 12 User s Guide Add a Customer Service Case 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
348. iscounts 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 a 0 w SN Le Ley Ley Ley Led Le Amount 0 00 Specify which discount applies to the comesponding items ttem Code tem 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 m Apply Discount Co om 406 Maximizer CRM 12 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 USD 154 80 Add Shipping and Tax to a Sales Quote Once you have set up your sales quotes you can specify the shipping and tax information to include it in the sales quote Open the sales quote A Select the Shipping amp Tax tab Under Shipping details click Charges to enter or change shipping costs for each item in the quote 4 Under Tax details click Apply Taxes 5 Define any necessary tax types e Enter the name of the tax e Specify the
349. isplayed Select the Favorite List and click Retrieve Chapter 4 Maximizer Entries View Favorite Lists Available Favorite Lists Show MyiFavorite Lists x Name Associated Column Setup Creator All Entries in Escona Joe Napoli All entries in WA Joe Napoli All leads Joe Napoli All noneads in California Joe Napoli Key Accounts Territory Account Manager Joe Napoli My leads Joe Napoli Retrieve this list when an Address Book is opened E Do not apply the associated Column Setup this time Number of visible entries 29 Description Some of our important customers Retrieve a Favorite List Automatically 117 In the Address Book Opportunities and Customer Service windows you can select a default Favorite List When you log in to Maximizer and open the window entries from the Favorite List are displayed in the list When you set a default Favorite List in the Address Book window the Ask at Address Book startup which list to view option is cleared in the preferences so you are not prompted to select an Address Book list when you first log in On the View tab select All Lists from the Favorite Lists group A If necessary from the Show drop down list select My Favorite Lists or All Favorite Lists to change the list of Favorite Lists displayed Select the Favorite List 4 Select Retrieve this list when an Address Book is opened 5 Click Close the close the dialog box 11
350. ith an Address Book entry set the logging options 5 Click Send Send an Email Message 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 entries If you send the email message from another window the email message is sent to the Address Book entries associated with the selected entries You can send an email message to the current entry to all selected entries or to the entire list of entries Click on the entry to make it the current entry or Open the entry or Make a list of entries or Select multiple entries 198 Maximizer CRM 12 User s Guide e Click in the gutter to the left of entries e 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 A On the Home tab select Email from the Write group Right click and select Write gt Email 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 199 To add more email recipients click the To Cc or Bee buttons You can search the current Address Book or your global address list You can sear
351. itoring tab From the Monitoring rules for drop down list select Customer Service 4 To receive notification when notes are added or modified select Receive monitoring notification on note changes 5 To receive notification when fields are changed select Receive monitoring notification on field changes and select the fields for which to receive notification e To receive notification when any field is modified select All fields Chapter 10 325 Customer Service e To receive notification when specific fields are modified select Only when one of these fields is changed click the ellipsis and select the fields 6 Click OK to save the changes to the Preferences dialog box Preferences Joe Napoli za Transfer Envelopes Labels Reports Email System Defaults Logging Fomat Calendar Hotiist Dialing Outlook Synchronization Printingto HTML Notification Diagnostic Overview Page _ Notification rules for Customer Service X Notification rules Specify the notification rules for the Customer Service cases that you are monitoring Recieve notification on note changes 7 Recieve notification on field changes Al fields Only when one of these fields have changed Status Queue Follow up Deadiine Cok cance Apply Select Users for Case Monitoring To complete this procedure you must have Modify permission for customer service cases A default list of case monitors is set up in
352. itory Account Mana First Contactec E a Fl Properties Move column a pe Fields in current column Available fields Selected fields Sales a First Contacted Date Lal Is existing customer Lead source adiz Lead status mm Primary Interest FE First Contacted Date 92 annial Sales Field label First C Retrieve a Column Setup 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 e In the View bar select a column setup from the Columns drop down list To select a column setup created by another user you may first need to select Show All Column Setups at the top of the drop down list Default Address Book View ad lt Show All Column Setups gt Default Contact View Default Related Entries View Account Manager My View e On the Setup tab select Column Setups from the Display group Then select the column setup and click Use Now To select a column setup created by another user you may first need to select Show All Column Setups at the top of the drop down list Coloring Rules Create a Coloring Rule Chapter 4 123 Maximizer Entries Coloring rules shade entries with different colors depending on the values of specific fields
353. ity Sell and promote 2010 Escona wines ok Cancel Retrieve a List of Entries who Have Opened Email To complete this procedure you must have Read permission for Campaigns and Read Access to the campaign subscribers As well the Campaign_Opened_Email_Tracking_URL merge field must be included in campaign email messages You can retrieve a list of Address Book entries who have opened campaign email messages Select the automated campaign A On the Search tab select Opened Email Entries from the Retrieve Address Book Entries group Right click and select Retrieve Opened Emails Address Book Entries The Address Book window opens and displays a list of entries who have opened a campaign email message 304 Maximizer CRM 12 User s Guide Retrieve a List of Entries who Have Visited Landing Page URLs To complete this procedure you must have Read permission for Campaigns and Read Access to the campaign subscribers As well the Campaign_Redirect_UR merge fields must be included in campaign email messages and landing page URLs must be specified in the email activity You can retrieve a list of Address Book entries who have visited the landing page URLs specified in email activities for automated campaigns Select the automated campaign E On the Search tab select Clicked through Entries from the Retrieve Address Book Entries group Right click and select Click Through Address Book Entries The Address Book wind
354. ity 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 12 User s Guide Table 3 People View Field Name Data Type Len Foreign Table Ref Description and Rules Change_Bits_Low Binary 8 MaxMerge Change Field 1 Used by Maximizer Change_Bits_High Binary 8 MaxMerge Change Field 1 Used by Maximizer Creator_ld String 11 Creation_Date Dat
355. ivities cannot be reset as the count is n u dated d namicall A Name Status Start Date Ini ation Opened Clicked p y y OM Pending 3 16 2010 8 30 0 0 0 Email Pending 3 17 2010 5 00 0 0 0 Email Pending 3 29 2010 1 51 1 0 0 Chapter 9 297 Campaigns 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 Add Subscribers to an Automated Campaign on page 297 e Add a Subscriber from the Address Book Window to an Automated Campaign on page 298 e Remove the Current Entry from a Campaign on page 298 e Remove Subscribers from a Campaign on page 298 e Remove Subscribers in the Current List from a Campaign on page 299 e Retrieve a List of Subscribers for a Campaign on page 299 Add Subscribers to an Automated Campaign 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
356. ized businesses Maximizer CRM 12 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 the 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 L
357. izer 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 Use a catalog search Records to search Quotas and Sales Saved search to use oo lt Use an existing SQL metric SQL metric Abandoned Automated Campaigns Ld 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 Chapter 13 375 Reporting 2 Dashboard Wizard Webpage Dialog Quotas and Sales Metric Definition The following selections define which Quotas will be reported by this Indicator Team Territory Leader lt Current User gt Date range Current Fiscal Quarter Next gt cancel 6 If you are creating a list control specify the type of information to return e To view information directly from entries select Report directly fields from your saved search results e To view summary information based on the valu
358. jnapoli maximizer com gt Joe Napoli lt jnapoli maximizer com gt Save an Email Message to an Entry You can save an email message to any existing Address Book entry opportunity campaigns or customer service case Email messages are saved as documents with the entries In the Address Book Opportunities Campaigns or Customer Service window select the entry to save the email message with 2 Open the Email window and select the email message On the Edit tab select Save Email Message gt Save to lt entry gt from the Manage Email group or Right click and select Save to lt entry gt 196 Maximizer CRM 12 User s Guide 4 Enter properties of the document including the name owner category and description 5 Click OK to save the email as a document Save Document es Details of document Name Re Clarification on Contract Owner public x Category Comment xj Description Speling 0K Cancel Save Multiple Email Messages to Address Book Entries You can save multiple email messages to the Address Book entries associated with the email addresses in the messages In the Email window select the email messages to save To save all email messages in the current list with their associated Address Book entries skip this step A On the Edit tab select Save Email Message gt Save All Selected Email Messages from the Manage Email group Right click an
359. k Next For example to display data for each Maximizer user you can select a field that displays a user name g 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 ERO specity the Click Through for the indicator and click Next For more information on Click Throughs see Click Throughs for Indicators on page 372 Chapter 13 377 Reporting f Dashboard Wizard Webpage Dialog 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 LUXY No Click through C Use the existing Click through 8 Produce a list in Maximizer CRM to work with m Am Open another dashboard next gt Fish Cancel If the Click Through launches another dashboard select the dashboard and click Next BR 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 Cust
360. keting 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 structured 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 transaction processing credit card transactions
361. ks how many customers visit 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 a link the URL visited count is updated You can add up to five redirect URL merge fields to your campaign messages The syntax of each merge field is Campaign Redirect URL Campaign Redirect URL1 Campaign Redirect URL2 Campaign Redirect URL3 and Campaign Redirect URL4 Add the syntax of these merge fields to hyperlinks in your HTML message The merge field syntax replaces the value of the HREF attribute in the lt a gt element hyperlink element for example lt a href Campaign Redirect URL gt You specify the actual URL of the web page in the Landing Page URLs tab of the Email Activity dialog box 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 the syntax of this merge field to a hyperlink in your HTML message The merge field syntax replaces the value of Chapter 9 289 Campaigns the HREF attribute in the lt a gt element hyperlink element for example lt a href Campaign Remove Subsc
362. l Ea Email address options Send email options Recipient type To whom in your current ist Should the message be sent to do you want to address this each entry separately or as one e email message message with multiple recipients Current entry only allentries One email message C Do notuse the list IV Save copy to entry s documents Q g s E Log to notes IV Indude message body in note Logging Details Create an Appointment or Task from an Email Message 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 campaign or opportunity 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 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 Depending on the email message you can select either the Address Book entry associated with the message or the currently selected Address Book entry customer service case campaign or opportunity Enter the a
363. laying 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 134 Maximizer CRM 12 User s Guide Add a Journal Note 4 Double click on a journal note to open it and view its details Bo Maximizer CRM Escona Tutorial Journal Items 3 Displayed eax View Search Tools Reports Setup Pal cal ZE LB LS ER B Bee i nA Journal Case Opportunity Email Note S gt Make Receive Meeting Time Note f aCall a Call a a Task Create Write Phone Se Insert Print Track Di a s Journal iy Expenses 3a Dashboards Filter Today A AK Date Type Text EAD My Work Day October 6 2011 12 00PM Manual Maintenance checkiist 5 AES October 6 2011 10 35AM Manual Changes required to contract template comme f A al Q Quotas Hl LE I Campaigns E customer Service LS ES Knowledge Base EE Hotist GS cotenaar ba Email f 4 Company Library LE e Press Fi tor Help User NAPOU _Thursday Odover 6 2011 osm 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 1 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 Right click and select Add Journal Note Enter the text of the note and cl
364. lbar you can complete the following tasks in Maximizer e Create Address Book entries e Create customer service 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 using Outlook integration e Set Up Microsoft Outlook Integration on page 209 e Select a Microsoft Outlook Address List for Integration on page 211 e Add an Address Book Entry from Microsoft Outlook on page 212 e Add a Customer Service Case from Microsoft Outlook on page 214 e Send an Email Message to Address Book Entries from Microsoft Outlook on page 215 e Save an Email Message to an Address Book Entry from Microsoft Outlook on page 216 e View an Address Book Entry from Microsoft Outlook on page 218 Set Up Microsoft Outlook Integration Before using Microsoft Outlook Integration you must configure Outlook to communicate with Maximizer You must specify the Address Book and the Maximizer user ID and password You can also set 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 s
365. lecting the users e To select a series of users select the first user in the series then press Shift and select the last user in the series e Type the first letter in the item s name to jump to that item in the list e Select a security group department division or team to add all members of the group to the list Users are grouped by the departments divisions security 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 Chapter 6 173 Calendar and Hotlist 4 Click OK to save the changes to the appointment Modify Appointment 2a abs E Scheduling 2 Options 4 Recurring 4 Icon J E gt C Completed Appointment Users Address Book Entries Available users Assigned attendees All Users Name Phone Celine Dancer Qoe Napoli 558 775 0982 amp Daniel Brown E amp Joe Napoli amp Jon Bowser Lou Jones amp Lucy Garcia 8 amp Matt Graham amp Miranda Corell o E3 s L22 Departments Divisions Groups Teams OK Cancel View the Availability of Users Locations and Resources You can quickly view the availability of users locations and resources You can access the View Free Time dialog box from any Maximizer window or you can access the Find Free Time dialog box while creating or viewing an appointment In an open appointment you can
366. les 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 connected computer has an IP address In Maximizer you use the IIS server s IP address when you preview or publish your online catalog Knowledge base a database containing articles pertaining to solutions for customer service and or technical issues 526 Maximizer CRM 12 User s Guide 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
367. lick OK again when you are finished assigning campaign roles Assign Contact to Role es Role Marketing Manage OK Search for contact Cancel Last Name C Company I Ignore leads Contacts available for assignment from search results Name Position Company Adams Dante Project Manager Armanetti Wine Shoppe a 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 Barrera Jo Vice President Sale Petrocks Liquor Danni Miint otes Se EIN T Pee I IEE PENER ee EP TT E g m Assign a Campaign Activity to a Team Member Chapter 9 275 Campaigns 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 activities 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 Select the traditional campaign A On the View
368. ling address of the source entry 5 For each source entry click Yes to create an alternate mailing address or click No to ignore the mailing address Chapter 3 49 Address Book Entries A message is displayed confirming the number of entries that will be deleted g Click OK in the message and click OK again to confirm the deletion Move Contacts to Another Company or Individual To complete this procedure you must have Insert Modify and Delete permissions for Address Book entries You can move a Contact from one Company or Individual to another Company or Individual The Contact s notes documents and user defined fields move with the Contact Appointments and Hotlist tasks are updated to reflect the new location You can move a single Contact to a Company or Individual or you can select multiple Contacts to move all of the Contacts to the Company or Individual at the same time In the Address Book window click on the Contact entry to make it the current entry In the Address Book window select multiple Contact entries e Click in the gutter to the left of entries e 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 2 Drag and drop the Contact entries to the Company or Individual entry The Drag and Drop in Address Book dialog box opens Select Move the source entries t
369. lter This Week Date a GOctober 4 2011 October 4 2011 October 4 2011 October 4 2011 October 4 2011 October 5 2011 October 5 2011 October 5 2011 October 6 2011 October 6 2011 October 7 2011 October 7 2011 October 7 2011 Noinhan 77044 604 601 8000 604 601 8001 lt m Maximizer CRM Escona Tutorial My Hotlist 19 Tasks 8 uncompleted H GS 83 g User Show My Hotlist Name V Show Appointments A Task 45 Account Manag Comph To do Phone Jennifer to schedule aj Contreras Susanr Grapes amp Grains Billie Holy a S 00AM Weekly Sales Meeting 11 00 AN Finalize distribution contract Anoza Marylyn Through the Grape Joe Napoli 1 30 PM interview 1 Doe Jane Aggassi Cold Beer Joe Napoli 2 30PM interview 2 Tully Jennifer Sunrise Media Jon Bowser 11 00AV Escona Wine Tour Richard Elisabeth Capitol Vineyards Jon Bowser 2 00 PM 6 06 PM Conference call West End Wine Sh West End Wine Sho Jon Bowser The follow up deadline is approachir Inouye Derek Atlas Foodinc Jon Bowser Jooefossesoosss 10 00 AN Forecast meeting E 12 00 nch with California Wine Commiss velop call plan 1 Contacts identi Parker Derek Atlas Food Inc Jon Bowser Review the details of the next step Parker Derek Atlas Food nc Jon Bowser S 00AM Off site executive meeting 3 00M Confem dentin Mont End Winn Eh Alant End Ming Ehe inn Bovnnne BBconta i custo ltil Autom Wbopport F Relate Colu
370. lues defined in the entry 6 Click OK to save the entry to the Address Book To complete this procedure you must have the Insert permission for Address Book entries 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 Chapter 3 41 Address Book Entries Individual entry You can add Contacts as regular entries or as sales leads If you modify the address you are prompted to change the current mailing address for the Company or to create a new mailing address for the Company The new address is applied to the Contact and you can later apply it to other Contacts associated with the Company In the Address Book window click on the Company or Individual to make it the current entry A On the Home tab select Address Book Entry gt Contact or Contact Lead from the Create group Right click and select Add gt Contact or Contact Lead The dialog box for the new Contact opens Some fields are populated with values from the Company or Individual entry 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 Add Contact for Through the Grape Vine Distrib E abp E EIB v E Preferences Edit Basic Information User De
371. m other cases choose text colors other than red for values in customer service cases 124 Maximizer CRM 12 User s Guide Apply a Coloring Rule Set Up Criterion eso Details OK Field name Account Manager Cancel Value Joe Napoli Color settings rec cor M Background color E EJ Repeat steps 6 7 for other values of the field 9 Click OK to save the coloring rule Rule Properties Details of the rule Name Account Manager Description Colors entries based on the value of the Account Manager field Full access Joe Napoli x Read access Public Criteria of the rule Match entries using this field Account Manager oa Match entries using the following criteria Account Manager Joe Napoli Move Up Add Change Remove 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 1 On the Setup tab select Coloring Rule from the Display group The Coloring Rules dialog box opens Chapter4 125 Maximizer Entries A Select an existing coloring rule and click Apply Coloring Rules Defined rules Ad
372. mation 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 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 chapter for more information 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 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 4 Maximizer CRM 12 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 Maxi
373. mber 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_Id 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 12 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 foe 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 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 fi
374. mber 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 732 2314 Yes Yes 497 2314 Yes No Chapter 15 441 Administration for Maximizer Does the incoming Does the incoming four digit phone seven digit phone Address Book entry number 2314 number 732 2314 phone number match match 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
375. mizer Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Keyboard Shortcuts Other Tasks on page 467 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 Phone Calls on page 466 Macros on page 466 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 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 464 Maximizer CRM 12 User s Guide Press Ctrl 0 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 window Ope
376. mizer 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 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 Adm
377. mizer can sound an alarm in advance of the appointment or task 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 and vCards quickly and easily Additionally you can transfer data files by email The Company Library stores your company s sales and marketing information for everyone to access The Company Library window allows you to open to view notes hyperlinks and many types of files in the preview pane and to send documents to Address Book entries 18 Maximizer CRM 12 User s Guide Personal OrderDesk Contacts User Defined Fields c g Documents 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 receive
378. mn click the checkbox beside it 5 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 Tl click ox 410 Maximizer CRM 12 User s Guide Inserting Item Table Merge Fields 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 E User Information a Ea 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 First name Shipping Address Last name Sales Quote Item Code Only I Link Chapter 14 411 Order
379. mns Default Contact View B snow lt an gt Name and Phone Numbers Company and Addre Ty Date Time Martinez Daniela A Customer S Atlas Food inc p October 7 2011 10 30 AM 604 601 8000 1100 West Hast 604 601 8001 San Francisco C ober 7 2011 10 30 AM Parker Derek Account Manager Atlas Food inc 604 601 8000 1100 West Hast ober 6 2011 11 05 AM 604 601 8001 San Francisco C Torrance Michele General Mana Atlas Food Inc October 5 2011 4 07 PM 1100 West Hast O notes peuser Defin L Documents S Social Net 4gjAddress B gt V ShowAl Fitti Type Text Task Hotlist Task Modified Reviev a details of the next step wah 4 Task Hotlist Task Modified Develo plan 1 Contacts identified Task Hotlist Task Modified Review details of the next step with Customer Case number HO 00081 Service Case subject Late shipment San Francisco C September 30 4 36 PM Opportun Opportunity for Atlas Food I 2011 Sales Objective New opp cr E Sentember 21 1 00 PM Task Annnintment Camniatedt sifa i Viewing Hotlist Tasks i Press Fi forHelp User NAPOLI Friday October 7 201 10 32AM j 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 FA Select Set alarm to remind yoursel
380. mplates A campaign template consists of several steps toachievet 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 you 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
381. n Plan template includes the details of the appointments and tasks in the Action Plan as well as the time of the activities relative to a start date While creating an Action Plan template you can assign the activities in the Action Plan to specific Maximizer users Then when you schedule the Action Plan the appointments and tasks are automatically assigned to the users You can also assign Action Plan activities to a generic user called the current user When scheduling the Action Plan you can substitute the current user with another Maximizer user to assign the activities in the Action Plan to the selected user Users must have adequate Action Plan Library permissions to apply create modify or delete Action Plan templates Chapter 6 185 Calendar and Hotlist Create an Action Plan Template To complete this procedure you must have Insert permission for the Action Plan Library You can create Action Plan templates which can later be scheduled to create appointments and Hotlist tasks for Maximizer users and for specific entries 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 a Action plan templates Generic Action Plan Ada Manage Leads List Performance Review Plan r 3 Simple Service Plan coy _ Modify Delete Close Description of selected templat
382. n any field is modified select All fields Chapter 8 253 Opportunities e To receive notification when specific fields are modified select Only when one of these fields is changed click the ellipsis and select the fields 6 Click OK to save the changes to the Preferences dialog box Preferences Joe Napoli Ea Transfer Envelopes Labels Reports Email System Defautts Logging Fomat Calendar Hotiist Dialing Outlook Synchronization Printing to HTML Monitoring Diagnostic Overview Page Monitoring rules for Opportunities lt Monitoring rules Specify the monitoring notification rules for the Opportunities that you are monitoring V Receive monitoring notification on note changes V Receive monitoring notification on field changes Al fields Only when one of these fields have changed Next Action Opportunity Leader Revenue Status Team Name OK Cancel Apply Select Users for Opportunity Monitoring To complete this procedure you must have modify permission for opportunities A default list of opportunity monitors is set up in the 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 Opportunity monitors receive email messages based on templates set up in Administrator You can create different templates for each type of action See the M
383. n for Maximizer Import a Knowledge Base Article Back up the Address Book before completing this procedure 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 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 Es Select XML or MXI import file Eile name Browse Log File Romer Log Level Errors Maximizer imports the data and then displays the number of records inserted updated and failed for each record type 6 Click OK to close the message box 436 Maximizer CRM 12 User s Guide Transferring Entries Between Address Books Encrypted user defin
384. n is higher in the phone mapping list but it has already been synchronized Phone numbers Main 604 601 8000 604 601 8001 718 385 4221 580 555 0812 Fax Cell Pager jaja a fa 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 Chapter 7 225 Email 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 Home Cell Pager 604 601 8000 604 681 9230 718 385 4221 680 555 0812 ja fa fa Manually Synchronize with Microsoft Outlook You can manually synchronize entries between your Maximizer Address Book and Microsoft Outlook at any time After synchronizing you can retrieve the Favorite List used for synchronization to view the changes 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 226 Maximizer CRM 12 User s Guide
385. n on Investment for a Campaign cce 309 Retrieve a List of Opportunities for a Campaign ccescceseeeeeeees 310 Customer Service 1cccceeeceeeeeeeeeeeeeneeeeaeeeeaeeeeeeeeeeneeeeaeeenaaees Customer Service Case ceecccessecesscceneseeeeeseeeseeeeeneseeeseseeesasensenseeeeseeeesans Customer Service Window View a Case from the Customer Service WiNdOW cceeeeeeee View a Case from an Address Book Entry ccsccsssesseestsessseeseesnees Creating Customer Service Cases cccccccccceeeeeeeeeeeeeeeeeeaeeeeeseneeeeeeseaaees Add a Customer Service Case eeeeccesceseeeeeneeeneeteaeeeaeeeeeseaeeeaeeeneeee Add a Customer Service Case from an Email Message Status of Customer Service Cases cecceccesceceeeceeeeeeeeeeeeeeeeeeaeeeaeeieensteas Assign a Customer Service Case ccccccccccceeeeseeneeeeeeseeneeeeeeeeeeeeeeetes Gase Hotlist Tasks scr 2 2202 ceed fended hc agents tee feces e ape aa aaaea oaaae Resolve a Customer Service Case Recording Case SOlUtiONS cccceeceesceseeeeeeeeeeeeeeeeeeaeeeeeeeeaeesseeeeaeeeaees Email Notification for Customer Service Cases cescceceeceeteeeeeeteeeeeeees Configure Customer Service Case MONitoring cccsccceseesteesesens Select Users for Case Monitoring ccccccssscssseesteesseeeseeesneessaeesseesees Customer Service Merge Fields ccssscccseseeeseeeeeeeeeeseneeeessaeeesaes Knowledge Base noinine ccdeveseiedastics
386. n 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 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 User Defined Fields Following Window User defined fields for the current Address Book entry opportunity campaign or customer service case are displayed in the User Defined Fields following windowpane underneath the main list of entries The following window displays only the user defined fields defined 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 defined for Address Book entries The values of the fields are for the current Address Book entry in the controlling window In the Hotlist window the User Defined Fields following window displays fields for the Address Book entry associated with the selected task or appointment User defined fields are displayed for an appointment only if a single Address Book e
387. n 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 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 12 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
388. n this chapter About Address Book Entries on page 34 Adding Address Book Entries on page 39 Mailing Addresses on page 45 Modifying Address Book Entries on page 46 Using Maximizer with LinkedIn on page 51 Recording Relationships with Related Entries on page 54 Territory Management on page 56 Draw a Map of an Address Book Entry on page 61 Phoning Address Book Entries on page 62 Organizational Charts on page 69 34 Maximizer CRM 12 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 Contacts company or organization es A people associated with An Individual is a person a Comp
389. ncements 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 Chapter2 27 Getting Started Select the Dashboards tab to view your dashboards 8 Sy Maximizer CRM Escona Tutorial My Work Day 2x Home Edit View Search Tools Reports Setup N pn Ps letter N E T Ea FA To do J insert a File jm Printatabet Joel Gales lt ka G a Fu CJ Phone ca lt 0 Insert a Hyperlink Email Note 5 Make Receive Meeting Time Si Document scat a Call Action Pian 44 Print an Envelope aTask l write Phone Schedule Insert Print Track A EE My Work Day Dashboards E Settings EE mymer oor Appointments EQ Adress Boor 10 6 2011 10 00 AM 11 00 AM Forecast meeti LY opportunities Subject Welcome to Maximizer CRM Welcome to Maximizer CRM Date October 4 2011 03 32 PM ZAI Aranna aaan PM PM Fa Lur wi B auetas z TE E My Work Day Announcement for 10 6 2011 2 00 PM 4 30 PM Priority HI B asun Finals proposal and email O customer 5 Maximizer CRM 12 J With Michelle Torrance Atlas Food Inc By customer service Welcome to Maximizer CRM 12 Tasks amp Knowledge Base Congratulations on selecting the leading easy to use customer 10 6 2011 Priority B o relationship
390. ndicator name Revenue Quota Description Displays the revenue for the current user compared to the sales quota Full Access Joe Napoli Ls 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 371 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 374 Maximizer CRM 12 User s Guide For more information on associating indicators with saved searches see Searches for Indicators on page 370 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 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 page 370 Dashboard Wizard Webpage Dialog es What to Report Your control will display information from your Maxim
391. neeseneeeeseaeeeees Credit Card Transaction Processing cccsscccessseeeeeseeessneeeesseessees Administration for Maximizer sccccccceeeeseeeeeeeeeeeeeeees 417 Backing Up Address Book Data cccccceeseeeeeseeeeeeaeeeseeeeessneeeensneeesaes 418 Perform a QUICK Backup cccsccesesssecsseesseeeseeesseesseeeseessaeessueesneeenees 418 Backing Up the Dictionary and Holiday Files c ccccsseeeeees 420 Exporting Address Book Data c eecceecceesceeeeeeeeeeeeeeeeeeeeseeeeeeeseeeeeeeeeeenaees 421 Export Address Book Entries in XML Format c ccccssseeessteeseees 421 Export Address Book Entries in CSV or Tab Delimited Format 423 Selecting Fields for EXDO t i a Export Customer Service Cases c ccceeeeeeeneeeeeeeeeeaeeeeeeeseaeeeeeeeeeaee Export Knowledge Base Articles cc ccccssceeeseeeeeseeeeeseeeeeseneessnnees Importing Address Book Data cccsscccsseceeeseeeeeeeeeeeeeeeeenaeesseeesseneeeeees Import Address Book Entries c cccceseceseseeeeeeeeeceeeeeeseeeeeseneeesenees About Two Tier Imports Field Mapping esiisa iapa Import from an MXI or XML File The MaxExchange Distribution Field and XML Import Import a Knowledge Base Article ccccsccecesteeeeeeeeesseeeesseeeeseees Transferring Entries Between Address BOOKS s ccesccssscesteeessesseeeseerenes What happens During Transfers ccscccsccssecssscssseeeseesseees
392. ng String Integer String String String Integer DateTime Float Float Integer Len 4 23 23 63 63 Foreign Table Ref AMGR _Client Clie nt_ld Contact_Number 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 Len Foreign Table Ref Description and Rules Data_Machine_ld Numeric 9 Sequence_Number Numeric
393. ng address may be in use by other contacts Would you like to modify the address or create j anew one Cancel Modify main address OK Create new mailing address Description Sunnyside Branch Add an Address Book Entry from an Email Message 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 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 43 Address Book Entries Access Rights for Address Book Entries the Select Users for Full or Read Access dialog box 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
394. ng and viewing plain text email messages When you send a plain text email message the font information is not included in the email message On the Setup tab select Preferences The Preferences dialog box opens A Select the Email tab 208 Maximizer CRM 12 User s Guide Click Fonts The Fonts dialog box opens displaying the current default fonts Fonts a New email messages Font Sample Text Replying or forwarding messages Font Sample Text Composing and reading plain text messages Font Sample Text OK Cancel 4 Under New email messages Replying or forwarding email messages or Composing or reading plain text messages click Font 5 Select the default font font style size and color and click OK g Click OK to save the default fonts and click OK again to save the changes to the preferences Chapter 7 209 Email 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 too
395. niaciv ine EE E TEE a ee Add an Address Book Entry from an Email Message Access Rights for Address Book Entries Mailing Addresses ccccccccessceeeeseeeseneeeeseeeeeseees Add an Alternate Address for an Address Book Entry Modifying Address Book Entries Combining Entries ccccccceccceseeeeeeeeeeeeseeeeeeeeeeseeeeesneeeees Combine Information from Multiple Entries cccccsccssecseesteeesees Combine Multiple Entries into a Single Entry n se Move Contacts to Another Company or Individual 00 Convert Individuals to Companies and Contacts to Individuals 50 Using Maximizer with LinkedIn ccccccceceseeeeseceeeeeeeeeseeeesseeeeeseneeeeaes 51 Associate an Address Book Entry with a Linkedin Profile 51 Social Networking Following Window cccssccccesceeessteeeseteeteeeeees 52 Remove the Maximizer Integration with LinkedIn cceseeee 53 Recording Relationships with Related Entries ccceseeseeeeseeeseeeeeeeeees 54 Relate Two Address Book Entries e cccsceeseesesseeeeeeeeeeeeeeeeneeenaeees 54 Unlink Address Book Entries ccccscceeseeseeeeeeeeeeeeeeeeeaeeeaeeseaeeeaeeeneees 55 Territory Management ccccccccccceeeceeeneeeeeteeeeeeeeeeseaeeeeeeseeaaeeeeesenseeeeeens 56 Set Up a TerritOfy iasscccssecciasengesessieaiidendasetiesasennes deacacaeaiecstgasetsensegin cations 56 Assign a Territory to an Address Book Entry
396. no user defined fields you can select Default value to set this item as the default value for the field Click OK Chapter 4 85 Maximizer Entries 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 86 Maximizer CRM 12 User s Guide Formula User Defined Fields You cannot insert other formula user defined fields into the formula When you create a new or modify an existing formula user defined field you can click 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 tha
397. 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 Chapter 9 273 Campaigns 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 to 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 Assign a Marketing team to a Traditional Campaign 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
398. not the target entry the value in the source entry is copied to the target entry e Ifa multiple value table field has a value in both source and target entries the combined entry contains all values for the field e Ifa single value field has values in both source and target entries the combined entry contains the original value from the target entry e Ifa single value field has different values in multiple source entries but not in the target entry the combined entry contains the value from the last source entry selected e Ifa source entry is a Company with Contacts the Contacts are copied to the target entry if a Contact does not already exist Chapter 3 47 Address Book Entries with the same name or combined with existing Contacts in the target entry if a Contact already exists with the same name e Ifa source entry has notes documents customer service cases or opportunities duplicate notes documents customer service cases and opportunities are created for the target entry If a source entry has an address specified you have the option to create an alternate mailing address in the target entry with the address information from the source entry You can apply this address to any Contacts associated with the target entry You can combine entries in a number of ways You can combine the information into the target entry while keeping the original source entries Or you can combine the source entries into the targ
399. nt First Contacted Date Edit ok Cancel Retrieve Contacts Associated with Address Book Entries You can retrieve the Contacts associated with Companies and Individuals to add the entries to the current list in the Address Book window You can select specific Companies and Individuals in a list to retrieve only the Contacts associated with the selected entries If no entries are selected the Contacts associated with all Companies and Individuals in the current list are retrieved Create a list of Companies and Individuals From the current list select the specific Companies and Individuals e Click in the gutter to the left of entries e 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 A On the Search tab select Contacts from the Retrieve group Chapter 3 39 Address Book Entries 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
400. ntire 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 Activity 5 Activity 4 LA Activity 1 L Activity 3 SS Activity 2 Ls LJ o ro i apami Oe QO Low os 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 templates 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 sections contain additional overview information about campaigns e Traditional Campaigns on page 263 e Automated Campaigns on page 263 e Campaigns Window on page 264 Traditional Campaigns Automated Campaigns Fax and print campaigns are available only in Maximizer CRM En
401. ntries Manage All Types of Information In this chapter User Defined Fields on page 74 Setting Up User Defined Fields on page 79 Formula User Defined Fields on page 86 Default Entries on page 99 Searching on page 101 Search Catalog on page 105 Global Edits on page 108 Favorite Lists on page 115 Column Setups on page 120 Coloring Rules on page 123 74 Maximizer CRM 12 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 e Address Book Classifies Address Book entries You can view these fields in the Address Book window or in an open Address Book entry e Opportunities Classifies opportunities You can view these fields in the Opportunities window or in an open opportunity e Campaigns Classifies campaigns You can view these fields in the Campaigns window or in an open campaign e Customer Service Classifies customer service cases You can view these fields in the Customer Service window or in an open customer service case e Users Classifies Maximizer users You can view these fields in the User Properties dialog box The followin
402. ntry is associated with the appointment Z Notes S User Defined Fields Documents 4a Address Book OrderDesk Filter All i Show blank fields Show hidden fields Field Value s 5 lt Escona Tutorial gt EF Combined Partner and Inte 5 657 000 00 2010 Campaigns and Sales af Sales 4 Marketing 5 Partner Retail Reseller Info Business Partner Level Silver f Reseller Type Reseller Bar Pub E Partner Sales TO 15700000 a Customer Profile Discount Levels 1 Wine Preferences 76 Maximizer CRM 12 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 x ae E Favorite List 4 Actions 3 Preferences View Basic Information User Defined Fields Activities Field Value s New Field User Defined Fields D ___ C Fields for All The Best Spirits A UsealternateForm 3 Combined Partner and Internal Sales 2010 Campaigns and Sales E Received 2010 Email Campaign Yes F Accepted Winter Promotions Yes ai Lead source Lead status Primary Interest As an agent dis
403. nts applied to the milestones to match the quota value Ome Total of Quota value e To add or subtract the difference to or from a single displays the total amount of all milestone select the milestone click Rebalance and click milestones and their percentage of the quota value Selected e To add or subtract the difference to or from all milestones click Rebalance and click All 260 Maximizer CRM 12 User s Guide Apply a Sales Quota 9 Click OK to save the quota template New Quota Template Options Name Quotas for Enterprise Sales Teams Team Territory Leader Quota 600 000 00 Fiscal year 2011 Full access Public v Read access P Milestones Month Quarter Milestone Quota Modify January 52 000 00 8 67 2 February 55 000 00 9 17 F March 55 000 00 9 17 April 52 000 00 8 67 May 50 000 00 8 33 ine 45 7AM NN 7 RA aet Total of Quota 600 000 00 100 00 Description Base quota to apply to enterprise sales teams in all regions Modify quotas when applying to adapt for regional differences a camel To complete this procedure you must have the Insert permission for Quotas You can apply sales quotas to teams territories and leaders You can apply existing quota templates or create new 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
404. numeric 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 e Runa Maximizer macro Run an existing Maximizer macro Draw a graph from a defined graph catalog View an existing graph in the graph catalog e Retrieve a search catalog Retrieve an existing saved search from the search catalog in the Address Book Campaigns or Customer Service or Opportunities window The following sections contain information on custom actions in Maximizer e Custom Actions Tab on page 354 e Create a Group in the Custom Actions Tab on page 355 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 z Maximizer CRM Escona Tutorial My Work Day ils 8 Home Edit View Search Tools Reports Setup Custom Actions x Escona Estate Winey amp S This week s won opportunities Price List p Export vCard ff Sales Lead Status Maximizer CRM Central J All entries with territory unassigned 8 Contact List er Open Task gf Customer Service Status W Statu
405. o Seasonal Promotion Basic Information User Defined Fields Sales Plans Competitors Partners Status Company Individual All The Best Spirits Contact Kline Winifred Opportunity description Objective Do Seasonal Promotion Products Services Chardonnay Gewurztraminer Nebbiolo Categories France Description Opportunity for Summer season Opportunity Analysis A 2 G Monitoring 3 Actions v Probability 62 ei A Key Fields for General Opportunities Status In Progress Region Close date July 9 2011 Store size Under 2 000 square feet Sales team Channel Sales Wine Preference Domestic Currency US Dollar Number of Retail Lines 3 5 Revenue USD125 000 00 Number of Distributors Denotes required field OK Apply 5 Select the other tabs to view more information on the opportunity View an Opportunity from an Address Book Entry Select the Address Book entry A Select the Opportunities following window All opportunities for the current Address Book entry are displayed in the list 8 Contacts G Customer Service ltf Automated Campaigns LY Opportunities fj Related Entries Status a Company individual Objective Stage Revenue Close Date P Won Wine List Contact Filter All Opportunities Fa Y et Columns Default Opportunity View Ahi ns os aoe ese les Bayville Package Store Get Escona on Make Initial 62 000 00 March 17 2010 Signi
406. o a Microsoft Excel spreadsheet 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 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 you apply conditional formatting to numeric user defined fields You can choose the same data bars color scales and icon se
407. o the target entry and click OK 4 Click OK to confirm the change If a source entry has an address specified the Combine Address Book Entries dialog box opens asking how you want to use the mailing address of the source entry 5 For each source entry click Yes to create an alternate mailing address or click No to ignore the mailing address 50 Maximizer CRM 12 User s Guide A message is displayed confirming the number of entries that will be deleted g Click OK in the message and click OK again to confirm the deletion Convert 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 You can convert a single Contact or Individual or you can select multiple Contacts or Individual to convert them all at the same time Click on the Individual or Contac
408. o view details of recurring appointments Select Completed to mark the appointment as completed 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 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 the field to view the availability of selected users locations and resources 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 Select a location for the appointment and specify the needed resources These values are set in Administrator but you can specify any value a
409. ofile Employees Zia T Customer Profile First Contacted Date ed 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 Nierniint evele Parrentane ROSE Export Cancel Catalog 9 Click Export to begin the export process 426 Maximizer CRM 12 User s Guide 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 would like it you
410. ogging Format Calendar Hotiist Dialing r Method TAPI C None Properties Device I Detect incoming calls C Modem A I Enable exact number matching Match of digits 7 Chapter 15 Administration for Maximizer Long distance settings p Modem strings m Local area code Current 1 Hang up ATH ae I g 1 ATZI Dialing Phone number prefix and suffix Active prefix None Active suffix None v Primary prefi Alternat Primar Alternate suffi Cancel Apply BO click OK to close the Prefer ences dialog box 443 444 Maximizer CRM 12 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 are 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 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 software updates the downloaded executable file should launch immediately to start the installa
411. ok entries for an activity the list of unsuccessful entries for an activity the list of Address Book entries that have opened the email message included in a specific activity the list of entries that have unsubscribed from a specific activity and the list of entries that have visited landing page URLs in an activity Select the automated campaign A On the Search tab select Entries by Activities from the Retrieve Address Book Entries group Right click and select Retrieve Address Book Entries by Activity Under Campaign Activities select the activity Da Under Retrieve Address Book entries option select the list of subscribers you want to retrieve Options for specifying which entries are retrieved include All subscribers Unsuccessful entries Opened email entries Unsubscribed entries and Clicked through entries 5 If you selected Clicked through entries from the drop down list specify which landing page URLs to view entries for J click ox 306 Maximizer CRM 12 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 Suspend an Automated Campaign on page 306 e Resume an Automated Campaign
412. ol 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 330 Maximizer CRM 12 User s Guide A Na CDE Maximizer CRM Escona Tutorial Knowledge Base 11 Displayed Ene Y Home Edit View Search Tools Reports Setup 2 fs Letter PA I lh T TA To do D Insert a File Print a Label P pa 3 a ea A Ss By i zaps A eFax Phone call Insert a Hyperlink Knowledge Case Opportunity Email Note Make Receive Meeting Time Article Base Articles Document Calla Call BAction Plan 4 Print an Envelope aTask Create Write Phone Schedule Insert Print Track Email AX status All 7 EHE Bil oashboards Article a LastModified Product Category Title Status HQ KB00001 July 28 2011 Dolmoth Hunter Merlot 1995 Bin 999 Sour Taste Published ZF My Work Day HQ KB00002 July 28 2011 Al Cabernet Sauvignc Email Campaigns with Maximizer CRM Campaign Man Internal HQ KB00003 October 5 2011 Hunter France Sour Wine Shipment Draft HQ KB00004 July 28 2011 Hunter Chardonnay Product Descriptions Chardonnay Draft L3 pank ponk HQ KB00005 October 5 2011 St Pierre California
413. omated activity types Select the type of automated activity to create ca 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 printer 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 the 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 is launched that the activity occurs e Specify the start time which defines the time of day the activity occurs e Under Message Body click Select Message Body File to access the list of saved messages 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 Chapter 9 283 Campaigns Select an existing message and click OK to attach the message to the activity e Choose your Logging options A note is created for the Address Book entries involved in the campaign if the campaign activity is successful
414. omize a Dashboard Indicator 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 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 e Inthe Indicator Type tab gauge controls only select the gauge type scale and style 378 Maximizer CRM 12 User s Guide List controls cannot display currency symbols In group indicators currency symbols are displayed in the legend e Inthe Alarm Target Settings tab gauge controls only enable an alarm for the indicator and specify the alarm level e Inthe Color Settings tab gauge controls only specify the colors of elements in the indicator e In the Gauge Settings tab list controls or
415. ompany literature Appendixc 525 Glossary of Terms 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 instrumentation 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 enab
416. on and attached entries for the current entry in the main window g In the title bar view the number of each type of entry in the current list E Hotist E calendar 4 il B Contacts L Custom tautomat_ LY opportu EyRetates 8 sy 63 Maximizer CRM Escona Tutorial Address Book 32 Displayed 14 compo Spout 17 Contacts Home Edit View Search Tools Reports Setup m Pletter kae eter T To do JI insert a File EEN a i Xs Feet y 5 L A XS m E l Z rx LS amp oe F Phonecan 2 Address Case Opportunity Email Note S Make Receive Meeting Time Assign to Book Entry W Document call a Call Action Plan at aTask Campaign Creste Write Phone Schedule Insert Print Track Subscribe BX Columns Joe s View a adj Deshicends Name Phone Number Email Address City State Department Divisio EF mywork Day fag Atas Food Inc 604 601 8000 escona maximizer com San Francisco CA m EE Asares Z Beringer Vineyards 604 601 8000 escona maxmizer com Saint Helena ca Boton Lynnette Mindy 604 601 8000 escona maxmizer com Kenwood cA Sales e Y Opportunities ms iCentra Samanna EET con ooon semaine Satona CA pean k iig amp Cote Raquel Tricia 604 601 8000 escona maximizer com St Helena cA Dawson Miriam Evangelina 604 601 8000 escona maximizer com St Helena cA Sales 244 Quotas ia a amp Farmer Gary 604 601 8000 escona maximizer com Los Angeles cA a Campaigns hy Ferrari Carano Vineyards 604
417. on selections 474 Maximizer CRM 12 User s Guide Customer Service Window Example Each customer service case created 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 entry table according to the following table Case Microsoft SQL Case view name CSCases_View Links Client_Id gt Client_Id Contact_Number gt 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 aix Data 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 H Q Database Files a E 9 MAS_EsconaTutorial 6 C Exchange 5 5 Message Tracking Log AMGR_Opportunity H Q Exchange Message Tracking Log Q Field Definitions Only File System Data m CJIDAPI Database DLL H Q Legacy Exchange E C Mailbox Admin E CMS IIS Proxy Log Files CNT Archived Event Log H ENT Curent Event Log A 0lap m QJOLE DB AD0 H E Outlook H E Outlook Exchange Q Public Folder ACL E Public Folder Admin m Public Folder Replica Universes A Web lIS Log File
418. one_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 12 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_ld String 11 Private Integer 2 Client_Id String 23 AMGR Client Unique identification number Contact_Number Integer 2 Sra Contact_ Valid values 0733393 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 60 000 unsigned Use alternate address Department String 79 Firm String 79 Division String 79 Address_Line_1 String 79 Address_Line_2 String 79 C
419. onized Favorite List in Maximizer and category in Outlook so they will get synchronized in the future 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 when 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 DI Save Email to Maximizer Address Book Entry x Entries assigned for save Name Email James Dolton ABC Wine Sho escona maximizer com Ed Johnson ABC Wine Shop escona maximizer com Add Assign other entries Search for entry C LastName Search Company labo T Ignore leads Entries available for assignment from search results Name Email Martha Tores ABC Wine Sho escona maximizer com OK Cancel WM 10 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
420. 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 The following sections contain basic information on OrderDesk e Enable OrderDesk on page 402 e Open the OrderDesk Window on page 402 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 On the Setup tab select Preferences A Select Enable OrderDesk and click OK Open the OrderDesk Window The OrderDesk window displays all OrderDesk information in the Address Book You can use the Address Book OrderDesk following window to view orders sales quotes and inquiries associated with the selected entry in the Address Book Customer Service or Opportunities window e inthe icon bar select the OrderDesk icon Sales Quotes Set Up a Sales Quote Chapter 14 403 OrderDesk Sales quotes are a valuable sales tool Use OrderDesk to easily generate and manage sales quotes You can later convert your sales quotes to
421. ons in the Send Email dialog box see Send Email Options on page 199 A Compose the text of the email message 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 Select Merge Fields from the Insert group to insert merge fields in your template 4 Select Email Template from the Insert group The HTML Email Templates or Text Email Templates dialog box opens 5 Click Add to add a new email template g 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 and click Retrieve To save changes made to the template select the template in the Available email templates list and click Save Chapter 7 203 Email To retrieve this template automatically each time you compose an email message select Retrieve this template when the Compose Email Message dialog is opened Click Close to return to the email message 204 Maximizer CRM 12 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
422. ons of Word To complete this procedure Microsoft Word Integration must be installed You can view previews of Word documents showing information from entries in your Maximizer Address Book When you preview the document the linked merge fields in the document are replaced with values for the current Maximizer user Address Book entry opportunity or customer service case Open the document in Word A In Maximizer click on the entry to make it the current entry Chapter 5 149 Notes and Documents In the Add Ins tab in Word select Preview from the Maximizer CRM group The merge fields in the document are replaced with values from the current entry Select Preview a second time to return to the default view showing the merge fields 4 To view values for the next or previous entry in the list in the Add Ins tab select Previous Entry or Next Entry from the Maximizer CRM group Send a Microsoft Word Document to the Printer Word templates created in previous versions of Maximizer do not work in Maximizer CRM 12 You must recreate the templates using the latest version of Word Integration This procedure is written for Microsoft Word 2007 or later The steps are slightly different in earlier versions of Word To complete this procedure Microsoft Word Integration must be installed When you use Microsoft Word with Maximizer you can send a Word document to the printer automatically merging the document wit
423. ook before completing this procedure 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 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 4 Under Lead handling select the appropriate option for importing records as lead or non lead Address Book entri
424. ook 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 12 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 4 a Include notes exports notes associated with the exported Address Book entries including date and time owner creator type and text fields Include 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 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 Expor
425. op down list select a Key Fields list and enter values for the fields in the list Key Fields lists contain system fields and user defined fields They are defined by your system administrator in the Key Fields preferences in Administrator Add Company Es 7h 5 H B v E Preferences Edit Basic Information User Defined Fields Name and address Other information Company Through the Grape Vine Distributors Phone numbers Main 770 555 4790 Dept Fax 770 555 4791 Division Cell ell Address 1 5214 Michaels Way Address 2 Suite 714 Address Email addresses Website ia City Town Atlanta St Co Prov GA Email D escona maximizer com Zip Postal 30000 Country USA Emai 2 _www throughthtegrapevine com Email 3 g APEN Key Fields for General Customer g Webeite Primary Interest As an agent distributor Full Access Public Last Visit Read Access Annual Sales 0 00 Territory Retail Wine Cost Region US Southeast Industry Wholesaler Size of Client Small First Contacted Date Denotes required field ok Cancel Apply 5 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 va
426. or if the activity fails Modify Email Activity 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 l days from Campaign start date Start time 5 00 00 PM Message body Name EsconaPromotion html Select Message Body File Modify Logging options V Log successful activity to Address Book entry notes V Log unsuccessful activity to Address Book entry notes Speling ok Cancel 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 name and email address of the From account are visible in the email message If you leave this field empty the email message is sent from the current user e The name and email address of the ReplyTo account are used when email recipients reply to the email message If you leave this field empty replies are sent to the From address In order to monitor email bounces and replies for campaigns you must enter From and Reply To email addresse
427. or templates automated campaign messages and Microsoft Word documents The following sections contain additional information on working with merge fields in Maximizer e Insert a Merge Field in the Maximizer Word Processor on page 143 e About Mail Merge on page 144 e Send a Mail Merge on page 144 Insert a Merge Field 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 In the 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 5 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 144 Maximizer CRM 12 User s Guide About Mail Merge Send a Mail Merge 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 Addre
428. ord_Type field to select or filter Address Book entries For example to create a report that only shows Company records 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 Select Expert xj C5Cases_View Case_Id lt New gt E New X Delete Browse lises nat start with Show Formula gt gt gt Address Book Entry Data Type Record Type for 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_ld and Contact_Number fields of the AMGR_Client view to the fields of the s
429. orking in the Quotas window Click the Quotas icon to open the Quotas window 2 In the main area of the window view the progress of opportunities for users sales teams and territories compared to the quotas The following columns are displayed e Name The name of the opportunity leader team or territory that the quota is assigned to e Fiscal Period The milestone that the quota applies to Quota The amount of the quota in the milestone e Weighted Forecast The weighted revenue of all opportunities that are in progress and are scheduled to close during the milestone e Unweighted Forecast The total revenue of all opportunities that are in progress and are scheduled to close during the milestone e Closed Sales The total revenue of all opportunities that are won during the milestone e Lost Sales The total revenue of all opportunities that are lost during the milestone of Quota The percentage of the quota that is achieved during the milestone 258 Maximizer CRM 12 User s Guide Quota Templates Use the Filter drop down list to change the list of quotas displayed display all of your quotas all of your quotas for the current fiscal year or all quotas that you have the right to view e My Quotas Displays all of your quotas and all of the quotas for your teams and territories e My Current Quotas Displays all of your quotas and all of the quotas for your teams and territories in the c
430. ort order K Numeric Alphabetical Caneel 394 Maximizer CRM 12 User s Guide 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 a HEEK of Business City i Company Country Creation Date Creator v0 00 10000 00 100001 00 250000 00 10001 00 25000 00 0 00 10000 00 a 100001 00 250000 00 Available ranges INHHWWUSO 0 00 10000 00 Add 100001 00 250000 00 Customer Alerts 10001 00 25000 00 Delete CCustomer Interests 25001 00 50000 00 Department 50001 00 1000001 FINITE Bsr rd x Division Entry Type ESC Contact How ESC Heard About ESC Percentage RED DESC Percentage ROSE IESC Percentage SPAR ESC Percentage WHIT ESC Primary Interest ESC Promo level From Catalog Select All Do not graph entries without a value Sort order a 7 OK c A e y Numeric Alphabetical Sa Each range you provide becomes an item on the X axis of your graph If you defined your ranges for th
431. otes 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 Select Show All to display all notes for the current Address Book entry including notes belonging to the Company Individual and all associated Contacts If this checkbox is not enabled only notes belonging to the selected entry are displayed 130 Maximizer CRM 12 User s Guide This option is available only in the Address Book and Hotlist widows 4 Use the Filter drop down list to filter notes by date Choose lt Custom gt to specify a custom date range 5 Use the up and down arrows to view the notes for the previous or next entry in the main list g Double click on an entry to open and modify a note Notes E User Defined Fields a Documents S Social Networking Ep Address Book OrderDesk Show lt All gt Y Date t October 4 2011 Time Type 1 41PM Manual Note to sales reps vol October 5 2011 8 35 AM Outgoing Phone to arrange meeting call Joe Napoli Joe Napoli V ShowAll Filter Last 30 Days 4 Creator Full Access Public Public Read Access Public Public Customer Case number HQ 00080 Joe Public Public Service Case subject Training Request New Napoli Task Hotlist Task Created To do Phone Joe Jennifer to schedule appointment Napoli Subject Reminder Your contract Joe expires in 1
432. ou receive a phone call in Maximizer an incoming call note is automatically saved to the Address Book entry customer service case or opportunity associated with the call In the Hotlist window the note is saved to the Address Book entry associated with the appointment or task After completing a phone call you have the option of scheduling a follow up activity saved to your Hotlist You can click Transfer and select another Maximizer user to log the transfer in the note Transfer a Phone Call Chapter 3 65 Address Book Entries Click on the Address Book entry opportunity customer service case Hotlist task or appointment to make it the current entry A On the Home tab select Receive a Call from the Phone group or Right click and select Phone gt Receive a Call or In an open entry select Actions gt Receive a Call or In an open entry click on the phone number that is calling Then in the Phone dialog box click Incoming In the Subject field enter a subject for the phone call and record notes on your call as you talk You can continue to work in Maximizer as you are logging the phone call 4 When the phone call is finished click Hang Up 5 Edit the note and click Save If your phone call logging preferences are set to show results on hang up you are prompted to select a result of the phone call Select a value for the result 6 Select whether or not you want to schedule a follow up activi
433. ould this campaign start Chosen start date April 23 2010 B Spelling lt Back Next gt hcan 6 Select Validate email addresses to be notified of any blank email addresses or those missing the symbol or select Validate fax numbers to be notified of invalid fax numbers Click Next Chapter 9 293 Campaigns Save Automated Campaign exe 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 eling lt Back Finish cancer Click Finish to save and launch the campaign View an Automated Campaign After creating an automated campaign you can view and modify details that are not available while adding the campaign In the Campaigns window double click on the automated campaign The Campaign Entry dialog box opens at the Basic Information tab A In the Basic Information tab view the campaign s basic information From the Key Fields for drop down list select a Key Fields list to view a different set of Key Fields 294 Maximizer CRM 12 User s Guide Campaig Campaig a gt e Actions v P
434. overkill contains all the main steps Template activities l Add gt gt 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 2 Arrange time to present proposal 3 day s After Current User i 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 Spelling Properties OK Cancel When you schedule an Action Plan you can specify that the activities in the Action Plan are dependent of each other Dependent activities should be completed in their scheduled order The order of the activities is determined by the date and time of the activities within the Action Plan This order is taken into account when you complete Action Plan activities When you complete a dependent activity Maximizer checks the order and date of the activity e Ifan earlier activity in the Action Plan is incomplete you are prompted with a message The message does not prevent you from completing the activity e Ifyou complete an activity earlier or later than its scheduled date you have the option of rescheduling the remaining activities in the Action Plan based on the date the activity is Chapter 6 187 Calendar and Hotlist completed You can reschedule only activities to which you have full ac
435. ow opens and displays a list of entries who have visited one of the landing page URLs included in campaign email messages Retrieve a List of Entries who Have Unsubscribed from a Campaign To complete this procedure you must have Read permission for Campaigns and Read Access to the campaign subscribers As well the Campaign_Remove_Subscriber_URL merge field must be included in campaign email messages You can retrieve a list of Address Book entries who have unsubscribed from an email campaign by visiting the link in the Campaign_Remove_Subscriber_URL merge field When an entry unsubscribes from a campaign the Do not solicit field is set to Email for the entry Select the automated campaign A On the Search tab select Unsubscribe Entries from the Retrieve Address Book Entries group Right click and select Retrieve Unsubscribed Address Book Entries The Address Book window opens and displays the list of Address Book entries who have unsubscribed from the automated campaign Chapter 9 305 Campaigns Retrieve a List of Entries for a Campaign Activity To complete this procedure you must have Read permission for Campaigns and Read Access to the campaign subscribers As well the appropriate merge fields must be included in the campaign email messages You can retrieve a list of Address Book entries that have performed actions in specific activities in automated campaigns You can retrieve the entire list of Address Bo
436. paign 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 Record_Id Integer Data_Machine_ld Numeric Data Type Len Foreign Table Ref 4 9 Description and Rules Table 9 Field Name Sequence_Number Record_Type Case_lId Case_Number Client_Id Client_Number Contact_Id Contact_Number Status Priority Severity Type Reason Origin Queue AMGR_CSCases View Data Type Len 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 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 57996 Callback 57995 WaitCustomer 57994 Cancelled 57993 Resolved Pointer to value in System UDFs 60041 Case priority 57900 Low
437. pecified date range are synchronized These settings apply to appointments and tasks in both Maximizer and Outlook e The Maximizer Favorite List to synchronize with Outlook The entries on the Favorite List are assigned to a specified Outlook category e The Outlook category Only Outlook contacts assigned to the specified category are synchronized with Maximizer Those entries are assigned to the selected Favorite List in Maximizer Outlook Synchronization preferences also enable you to specify 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 220 e Microsoft Outlook Synchronization and MaxSync for Microsoft Exchange on page 221 e Microsoft Outlook Synchronization and MaxExchange Synchronization on page 221 e Set Up Microsoft Outlook for Synchronization on page 221 e Configure Microsoft Outlook Synchronization on page 222 e How Phone Numbers are Synchronized with Microsoft Outlook on page 223 e Manually Synchronize with Microsoft Outlook on page 225 220 Maximizer CRM 12 User s Guide Synchronizing Appointments and Tasks with Microsoft Outlook Recurring Appointments Recurring Tasks When Outlook Synchronization is configured it can synchronize select appointments and tasks bet
438. pecify a different Address Book for integration on each machine 210 Maximizer CRM 12 User s Guide 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 In Maximizer on the Home tab select Preferences Then click Other Options on the System Defaults 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 el Available Address Books Commercial Real Estate Escona Tutorial g 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 O click ok 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
439. pecify filters for activities and quotas and return information on the entries that match the filters You can filter information by date assigned users or teams and values of specific fields in appointments and tasks 370 Maximizer CRM 12 User s Guide Searches for Indicators SQL Metrics for Indicators 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 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
440. pirits Packaging defect Joe Napo February 18 2012 5 16 Assigned so nnarz Arrow Wine 2 Snirts Dackaninn Aafact le tonto 18 2012518 eames a Knowledge Base J m A 88 Contacts l Automated Ca LY Opportunities Notes p3User Defn L Documents Social Net 4j Address B Lg Address Book Y 4 Opportunities Bi Quotas a Hotiist Columns Default Contact View gt Show lt an gt it Filter Last30 f cinia Name and Phone Numbers 4 Company and Addre Y Date Time Type Text ay Atlas Food inc Atlas Food inc a October 7 2011 12 26PM Manual Progress on this case p 604 601 8000 1100 West Hasti ara Email 604 601 8001 San Francisco C September 23 2011 1 00PM History Joe Napoli Products Services ouye Derek Account Mana Atlas Food inc changed from T 604 601 8000 1100 West Hasti Ek 23 2011 1 00PM History Joe Napoli Categories has bee LD company trary 604 601 8001 San Francisco from Martinez Daniela A Custome Atlas Food inc September 23 2011 1 00PM History Case HQ 00071 has been mod D Personal 604 601 8000 1100 West Hasti product resend 604 601 8001 San Francisco C Eri OrderDesk Parker Derek Account Mana Atlas Food Inc 604 601 8000 1100 West Hasti lt m ca m Press Ft for Help User JNAPOLI View a Case from the Customer Service Window il Select the Customer Service icon to open the Customer Service window The Customer Service window opens
441. ponents of one strategy to build other strategies The following sections contain additional information on strategies e Strategy Components on page 241 e Strategy Library on page 243 e Schedule a Strategy for an Opportunity on page 244 e Progress Indicator on page 247 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 role represents a person who directly affects the outcome of an opportunity You assign each role a weight based on how much you think that person affects the probability of closing the opportunity In each opportunity you can assign roles to specific Contacts in your Address Book 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
442. ppointment 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 Chapter 7 201 Email 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 A On the Home tab select Meeting gt Personal Appointment or To do gt Personal Task or Right click and select Create a New gt Personal Appointment Task Enter the appointment or task details and click OK 202 Maximizer CRM 12 User s Guide Email Templates 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 The following sections contain information on email templates e Create an Email Template on page 202 Create an Email Template You can create email templates from the Compose Email Message dialog box whenever you compose a new email message From the Address Book Customer Service or Opportunities window 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 opti
443. ps 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 Quick Backup Exit In Maximizer CRM 12 Click the Maximizer button and select Import Export Transfer Then under Export select Customer Service Cases 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
444. pter 10 319 Customer Service 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 Assign a Customer Service Case on page 319 e Case Hotlist Tasks on page 321 e Resolve a Customer Service Case on page 321 e Recording Case Solutions on page 323 Assign a Customer Service Case 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 service 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
445. quirements Ponang wamo Onpot w Rownur I Bridge Hea Wire Amui dis ribulor somom Customer s Review Formaat Propapili wamo Onpot w Rewnus 70 kewi Parnerstip 260000 Formaat Revenue Br atge 128 000 00 Negotiation Pronat Kame Giger Bros oupotw Oel Escena on Wire Let Formaat Rownus mom Fores ct Revenue tr atgo 22 000 00 Sqpalunh Posten Augant Grooma by Sage Tots Foreaa ct Revenue Quotas Quotas are available only in Maximizer CRM Enterprise Edition Quotas Window The year shown in the Fiscal Period column refers to the year that the fiscal year ends This value may differ from the calendar year for some months and quarters Chapter 8 257 Opportunities 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 opportunities 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 257 e Quota Templates on page 258 e Create a Quota Template on page 259 e Apply a Sales Quota on page 260 You can view your current sales quotas in the Quotas window Keep the following points in mind when w
446. r CRM 10 5 on the Reports tab in Maximizer CRM 12 A gt Maximizer C Home Edit View Search Tools Reports aem Ca E By a A OS CRM Escona Tutorial x Setup ms t T fl F Notes Y Calendar E E 4 H Documents 5 Hotlist Quota Crystal Address Lead Contacts Related Opportunities Campaign Customer Knowledge E Phone Report Report Book Entries Personal Address Book Se ee H User Defined Fields J Activities Sales Marketing Customer Service Associated Entries Activities Window Menu AppendixA 461 Maximizer CRM 12 Ribbon Interface You can access the commands from the Window menu in Maximizer CRM 10 5 on the Setup and View tabs in Maximizer CRM 12 Document Template Default Default Administration Library File Management Edit View Tools Home Search i y a Maximizer CRM Escona Tutorial Reports x Setup Manage Users i Territory Management Territory Enty Note Default Entry Preferences User Defined j waa Icon Bar HE iJ R Window Column Coloring Custom Setup Rule Actions Display Workspace 349 Security Groups i Teams User Management Fields 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
447. r assigned user is modified And when the case is resolved the task is marked as complete Case for Through the Grape Vine Distributors 7E A SY E E Monitoring E iy gt a Basic Information User Defined Fields Solution Information amp Biling Company Individual Through the Grape Vine Distributors Contact Chen Melanie 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 lt DefeultKeyFields gt v Case queue Priority Status Assigned Case type Product Return Case owner Matt Graham Case reason Other Assigned to Joe Napoli Case origin Phone Priority High Follow up deadline December 1 2010 4 Severity Medium Denotes required field oK cancel Apply 6 Select the User Defined Fields tab to specify additional values for case fields The User Defined Fields tab contains Address Book user defined fields in the Fields for Address Book entry folder and Customer Service user defined fields in the Fields for this case folder Chapter 10 317 Customer Service If you cannot see one of the user defined fields you need select the Show blank fields checkbox to display all fields Case for Amelia Liquors South 2a ar E gt amp
448. r 14 415 OrderDesk 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 416 Maximizer CRM 12 User s Guide 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 Languages for the Maximize
449. r Address Book entry Click OK to finish assigning or escalating the case Assign Case ES Assignment OK Case number HQ 00050 Cancel Company Individual Bayville Package Store Spelling Contactname Powell Darin Currently assigned to Celine Dancer Assign to Matt Graham gt status assigned ooo r Note Hi Matt Please follow up on this case while Celine is on vacation Joe Actions 7 Notify the assigned user by email Notify the case owner by email V Notify the Address Book entry by email that the case has been re assigned Create Hotlist task for myself to check on this case Case Hotlist Tasks Chapter 10 321 Customer Service 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 xs Scheduled
450. r Spell Checker on page 446 418 Maximizer CRM 12 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 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 Address Book you can restore the Address Book using Administrator The following 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 Perform a Quick Backup on page 418 e Backing Up the Dictionary and Holiday Files on page 420 Perform a 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
451. r 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 Case dialog box Applies to case resolution emails only Chapter 10 329 Customer Service 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 standard format text in a document format file attachment or hyperlink format URL to external file The following sections contain information about the knowledge base e Knowledge Base Window on page 329 e View a Knowledge Base Article on page 330 e Searching for Knowledge Base Articles on page 331 e Status of Knowledge Base Articles on page 331 Knowledge Base Window The Knowledge Base window provides you with a library style to
452. r the opportunity default entry you can also select the Sales Plans 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 100 Maximizer CRM 12 User s Guide Click OK to save the changes to the default entry Default Entry for Joe Napoli i BF copy fie Favorite List E 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 Position Salutation Fax Dear lt gt cell a Department Division S Email addresses Website Company Email x Address 1 Email 2 B Address 2 Email 3 E City Town St Co Prov Website Zip Postal Country Key Fields for lt Default Key Fields gt M Do not solicit by Print Full Access Joe Napoli Category Read Access Public Territory Partner Territory Status u Lead status Account Manager Joe Napoli Oooo e Chapter 4 101 Maximizer Entries 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
453. 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 0 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 Saturday Day of month appointments 0 Day 1 Weekday 490 Maximizer CRM 12 User s Guide Table 4 AMGR_Appointments View Field Name Skip
454. ress 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 Maximizer CRM 12 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 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 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 lt MULTI gt Multiple account managers are assigned to this entry The
455. riber URL gt 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 this internally through a hidden tag in your HTML This field would be useful when you have more than one automated services computer running campaigns You must add this merge field manually to a campaign message It isn t included in the list of merge fields in the Insert Merge Field dialog box 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 contains merge fields for tracking who has opened the email and who has visited landing pages It also contains a link to let users unsubscribe from the campaign lt HTML gt lt body gt lt img src Campaign_Opened_Email_Tracking_URL gt lt p gt Since 1995 this company has produced some of the finest products in the state We invite you to try our new selection For a limited time we are offering a select discount to promote our new line for 2011 lt p gt lt p gt For more information please visit the following pages lt p gt lt p gt lt a href Campaign_Redirect_URL gt Landing Page lt a gt lt p gt lt p gt lt a href Campaign_Redirect_URL1 gt Landing Page 1 lt p gt lt p gt lt a href Campaign_Redirect_URL2 gt Landing Page 2 lt a gt lt p gt lt p gt To unsubscri
456. ries available for assignment from search results Name Erai 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 Address 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 Tl click ox Save an Email Message to an Address Book Entry 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 Chapter 7 217 Email entries to the synchr
457. rmat from the Create group or Right click and select Add Knowledge Base Article gt Document Format A 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 10 335 Customer Service 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 e Microsoft Word DOC e Microsoft Excel XLS e Microsoft PowerPoint PPT e Text TXT e HTML HTM or HTML Add a Hyperlink Knowledge Base Article You can add articles to the knowledge base as hyperlinks Hyperlinks record links to documents stored outside of the Address Book for example on local and network drives on external websites in Microsoft SharePoint folders and in any other locations that can be expressed as URLs When you open a hyperlink the source document of the hyperlink is displayed in a new browser window In the Knowledge Base window on the Home tab select Knowledge Base Article gt Hyperlink Format or Right click and select Add Knowledge Base Article gt Hyperlink Format Fi Specify details of the article including the Title Keywords Products Services and Categories Click Hyperlink The Article Hyperlink dialog box open
458. robability 57 Basic Information User Defined Fields Sales Plans Competitors Partners Status Show activities Show strategy Strategy template Significant Strategy scheduled schedule Details of this template User Z Show follow ups Z Show completed activities Budget Approved Budget approval process hasn t started 14 24 7 24 24 q as gt Steps E E g Steps and Activities Date Time Assigned to Name Role Stat E Make initial contacts April 28 2010 amp call plan Develop call plan 1 Contacts id April 28 2010 Joe Napoli Martinez Daniela A E CG eee April 28 2010 Joe Napoli Martinez Daniela A O Identify Opportunities 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 E Qualify customer interest May 3 2010 z E Identify analyze requirements May 14 2010 E Match our products to their needs May 19 2010 Proposal development May 23 2010 E Proposal presentation June 10 2010 Contract signing June 15 2010 amp m SA Denotes required field ox cance Apply E Click OK to save the changes to the opportunity Chapter8 247 Opportunities Progress Indicator The progress indicator for the probability of close is updated based on the weighted sum of the standing
459. rocedure For more control over importing 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 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 434 Maximizer CRM 12 User s Guide 5 Specify any additional import options 6 Click OK to begin the import Advanced Import Ex Select XML or MXI import file File name Browse Log File Rome Log Level Errors 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 Contact update options C Always insert C Use Identification field to match entries
460. 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 Chapter 9 267 Campaigns The following sections contain additional information on traditional campaign templates e Components of Traditional Campaigns on page 267 e Example of a Traditional Campaign on page 268 e Create a Traditional Campaign Template on page 269 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 influenc
461. roup 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 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 12 On the Edit tab select Copy Link from the Links group You can access most commands from the View menu in Maximizer CRM 10 5 on the View tab in Maximizer CRM 12 AppendixA 455 Maximizer CRM 12 Ribbon Interface z Maximizer CRM Escona Tutoria Home Edit View Search Tools Reports Setup 5 Clear List AllLeads 15 x FF Last Session List Company amp Individual Leads 3 My All Recent Add Remove Leads Contact Leads Lists Lists to List From List Filter Favorite Lists Phone Log Fy Properties Free Time Activities alli Map i Peg Board Organization Switch Refresh Sort Chart Website Window By Logging Show Avail
462. roup The Global Edit dialog box opens Select the Note tab 4 Enter the content of the note 5 Use the options in the toolbar to format the note 114 Maximizer CRM 12 User s Guide To view the HTML source of the note select the View Source HTML icon 6 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 Global Edit a 7a a a e E Edit Basic Information User Defined Fields Note Global Edit Rules Add this note to the Notes window Tahoma ausa Els 7 u amp EE 2 B Assigned this entry to the Competitor category Details Full access Public M Category OK _ cancel Help Select the Global Edit Rules tab 8 Under Update options specify how you want to use the current list g Click OK to save the changes You are prompted with a message to verify that you want to continue with the operation BBO click OK to run the global edit Favorite Lists Create a Favorite List Chapter 4 115 Maximizer Entries 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 Fa
463. rson s name Notes User Defined Fields L Documents Social Networking La Address Book OrderDesk Joe Napoli Summary Experience Education t Over 25 years of leading the Escona winemaking team crafting VQA wines for distribution in a number of countries Specialities Winemaking team leadership Leader of customer service relationships Quality assurance for winemaking International distributor relationships Promotion of Escona Estate Wines President Escona Estate Wines Unlink View profile Send a message Remove the Maximizer Integration with LinkedIn You can log in to LinkedIn and remove the integration with Maximizer to prevent Maximizer from accessing LinkedIn data with your account If you later want to reverse the change you can open the Social Networking following window and grant authorization to your LinkedIn account once more D np In a web browser log in to your LinkedIn account In the top right corner of the page hover your mouse over your user name and click Settings In the bottom half of the page select Groups Companies amp Applications Under Applications select View your applications The Authorized Applications page opens displaying a list of applications with access to your account Under External Websites select Maximizer CRM Click Remove 54 Maximizer CRM 12 User s Guide Recording Relationships with Related Entries In the course of business i
464. rsonal Reports 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 Create a Personal Crystal Report from Maximizer To complete this procedure you must be a member of the Crustal Report Users security group 1 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 HEI Savein C MaximizerReports J gm E MyReport rpt B fie nane I Save as type Report files rpt X Cancel Create the report in Crystal Reports and save the report 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 E Desktop BA My Documents aximizerR C My eBooks 23 My Pictures H A My Computer f MaximizerFepo a New Text Docume atts Chapter 13 385 Reporting 5 To access the report on the Reports tab select Crystal Report gt Personal and select the name of the report On the
465. rt Users security group You can launch Crystal Reports from Maximizer You can also open Crystal Reports outside of Maximizer from the Start menu e On the Reports tab select Crystal Reports gt Personal gt Custom Report The Maximizer installation provides a standard report set consisting of Administration Marketing Sales 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 Administration Reports Marketing Reports Sales Reports Chapter 13 381 Reporting The following reports are included from the Crystal Report gt Administration menu on the Reports tab e Column Setups Lists the column setups that the current user has access to e Customer Partner Login Info 30 Days 7 Days Today Summarizes login activity in Customer Access and Partner Access e Favorite Lists Lists the Favorite Lists that the current user has access to The following reports are included from the Crystal Report gt Marketing menu on the Reports tab e Automated Campaigns Lists automated campaigns grouped by status e Automated Email Campaign Response Summarizes statistics for email activities in automated camp
466. rticle gt Standard Format from the Create group Right click and select Add Knowledge Bas Article gt Standard Format A Specify details of the article including the Title Keywords Products Services and Categories 334 Maximizer CRM 12 User s Guide In the Article content area enter the complete content of the knowledge base article 4 Click OK to save the article to the knowledge base Knowledge Base Article ex Artide details Artdenumber gt ss lt CSsCS File type Text Document Status Draft z Owner Joe Napoli xl 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 2c while the average room temperature in North America is 20C Spelling OK Cancel Add a Document Knowledge Base Article You can add any type of file to the knowledge base as a document article When attaching the file you can browse to folders on your computer or network In the Knowledge Base window on the Home tab select Knowledge Base Article gt Document Fo
467. rties security must be set to Public for users to display in this list Security Groups Groups users by security group If you are selecting values in the Full Access and Read Access fields you can select a security group to add to the field In other user selection dialog boxes you can select the users in the security groups Teams Groups users by sales and marketing teams Chapter 12 351 Customizing Maximizer 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 351 e Adjust the Icon Bar on page 352 e Customize the Quick Access Toolbar on page 353 e Add a Command to the Quick Access Toolbar on page 353 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 setting is Maximizer s default window layout e Outlook Style is somewhat similar to Microsoft Outlook s display The controlling windows form the left pane w
468. ry to the another entry the Contact or user reports to The Reports to field automatically updates showing the new value View an Organizational Chart of 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 On the Setup tab select Manage Users from the User Management group A Click Org Chart Chapter3 71 Address Book Entries The Organizational Chart dialog box opens displaying the chart for all Maximizer users 23 Organizational Chart for Escona Tutorial users Ale Lo bades Actions F Show details Fit in window Joe Napol 1344 Eastside Road Phon SSE 775 0082 Email jnapoli maximizer com eee eed 1344 Eastside Road Petaluma CA 94954 USA Sah amas Road Petaluma CA 94954 USA Celine Dancer Representative na 21344 Eastside Road 555 775 0978 Petaluma CA 94954 USA Email Igarcia maximizer com Email mbertolli maximizer com Billie Holly A A Position Regional Sales tianager 1344 Eastside Road Petaluma CA 94954 USA e 1344 Eastside Road E 72 Maximizer CRM 12 User s Guide CHAPTER Maximizer E
469. s 4 Enter the URL of the article and click OK Article Hyperlink 2a Artide Hyperlink http en wikipedia org wiki California_ 28wine 29 ok Cancel A preview of the article is displayed 336 Maximizer CRM 12 User s Guide 5 Click OK to save the article to the knowledge base Knowledge Base Article Artide details Artide HQ KB00012 File type Text Document Status Draft X Owner Joe Napoli X Creator Joe Napoli Lastmodified March 25 2011 2 16 PM Artide description Title Background Information on California Wine Industry Keywords History California Wine Products Services All Categories California File preview amp Login create account Open Pe er mp Hyperion Q Re Article Discu Q icy GM N iii J 3 WikipeDIA California wine WRT et From Wikipedia the free encyclopedia Redire California wine m speling K Cancel 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 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 CHAPTER Maximizer on the Web Access Maximizer from Anywhere In this chapt
470. s 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 When you schedule an appointment for an opportunity or customer service case the Contact associated with the opportunity or case is automatically added to the appointment You can also select a time directly in the Appointment dialog box Calendar a Chapter 6 171 nd Hotlist 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 In the Calendar window right click and select Add Appointment or In the Address Book window select an entry right click and select Schedule gt Meeting The Add Appointment dialog box opens A Click the Scheduling icon to view the free time of users locations and resources and to select a time for the appointment Specify the details of the appointment Add Appointment Appointment with James Dolton Subject Meeting Appointment details Date March 19 2010 From 2 20 PM Priority
471. s rights at any time 240 Maximizer CRM 12 User s Guide Assign a Sales Team to an Opportunity You can assign sales team to opportunities while adding or modifying the opportunities Members of the selected sales teams can be specified as leaders of opportunities Open the opportunity A If necessary from the Key Fields for drop down list select a Key Fields list that contains the Sales team and Leader fields By default the Sales team and Leader fields are included in the lt Default Key Fields gt list From the Sales team drop down list select the sales team to assign the opportunity to 4 From the Leader drop down list select a member of the selected sales team as the leader of the opportunity 5 Click OK to save the changes to the opportunity Strategies Strategy Components Chapter 8 241 Opportunities Strategies use multiple factors to assess the probability of winning opportunities They provide a way of forecasting based on defined metrics 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 com
472. s Client_Id associated with the opportunity Contact_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_Opportunit Unique identifier of an y_Link Opp_ld Opportunity System generated Opp_Number Opp_Number Integer 4 Unique identifier of an Opportunity Must be 0 Comp_Client_Id String 24 AMGR_Opportunit Client_ld and Contact_Number of y_Link Client_Id Competitor that the Opportunity Comp_Cont_No Integer 4 Contact_Number was lost to 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 Strategy_Id Numeric 9 Team_lId Integer 4 Status Integer 4 Name String 80 Objective String 254 Reason_ld Numeric 9 Probability_Closing Integer Cost Float Foreign Table Ref AMGR _Strategy Str ategy_lId EXCH Sites Owner_ld Team_ld AMGR_OMS_Objec t Step_Id Description and Rules Strategy that has been assigned to the Opportunity Strategy_Id must already exist in the AMGR _Strategy table If the strategy is 4294967295 OxFFFFFFFF no strategy is assigned to the Opportuni
473. s 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 Il 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 Resp_Mem_lId Integer 4 ID of the team member responsible for activity Applicable only if Type 1 With_Role_lId Numeric 9 ID of the role that this activity is to be assigned to Applicable only if Type 1 Priority String 4 Priority HI LOW MED etc Applicable only if Type 1 520 Maximizer CRM 12 User s Guide Table 14 AMGR_Opportunity_Link Table Physical Field Name Data Type Len Standing_ld Numeric 9 Score Integer 2 MesName String 256 Record_Id Integer 4 Creator_ld String 12 Create_Date DateTime 8 Follow_Up_Task Integer 2 Opp_Type Integer 2 NotReserved String 22 Description String 254 Foreign Table Ref Description and Rules 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 folders document
474. s s ne BERS Cancel Help Appendix B 475 Crystal Reports Database Views Tables Reference User Defined Fields Example 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 User Defined Field Microsoft SQL User defined field view name A_ lt user defined field name gt example A_ANNUAL_SALES Links Client_Id gt Client_Id Contact_Number gt Contact_Number 01x 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 Arrange A 3 Client_Id aj Client_I Auto Link Contact_Number Contact_Number ByName Name_Type E Type_Id C ByKey Name Code Jd Address _Id A_ANNUAL_SALES Link Last_Modify_Date Creator Id Transfer _Date Creation Date Order Links Clear Links Highest_Alt_Adr_Number Phone_t Reverse_Phone_1 x Creation _Time 476 Maximizer CRM 12 User s Guide Notes Example Each note created for an Address Book entry is a record in the view called Notes To repor
475. s 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 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 ADMN_User_Details Table Appendix B Crystal Reports Database Views Tables Reference The ADMN_User_Details table contains personal information on Maximizer users Table 15 ADMN_User_Details Table Field Name Record_Type User_ld Old_Password User_MrMs User_FirstName User_Init User_Name User_Title User_Salutation User_Firm User_Route User_Div User_AddressLine1 User_AddressLine2 User_City User_State_Provinc e User_Zip_Code User_Country User_Phone_1 User_Phone_1_Exte nsion User_Phone_2 User_Phone_2_ Exte nsion User_Phone_3 User_Phone_3_Exte nsion User_Phone_4 Data Type Len Foreign Table Ref Description and Rules Integer String String String String String String String String String String String String String String String String String String String String String String String String 4 11 511 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 22 22 22 22 22 22
476. s Report Websites Favorite Searches Important Documents Macros Graphs Create a Group in the Custom Actions Tab Chapter 12 355 Customizing Maximizer 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 On the Setup tab select Custom Actions from the Workspace group The Custom Actions dialog box opens Custom Actions Custom action groups Favorite Searches Important Documents Macros Graphs A To create a new custom actions group click Add or 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 Custom Action Group Properties Name SEME Action buttons ND Move button left or right Button properties Add o L x cance 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 356 Maximizer CRM 12 User s Guide Add Action Button This new button will perform the following action Browse a website Open a document or an application Start a user defined field for an Address Book entry Run a Maximizer ma
477. s a location Select the Users and Address Book Entries tabs to assign Maximizer users and Address Book entries to the appointment 170 Maximizer CRM 12 User s Guide You can view the current users and Address Book entries assigned to the appointment in the Attendees and response list Modify Appoint 3 E a E Sched E Options lt gt recuring Aon E gt E Completed Appointment Users Address Book Entries g Appointment with Michelle ee Subject Finalize proposal and email to customer Appointment details Attendees and response Date March 18 2010 Name Response From 2 00 PM Until 4 30 PM amp Michelle Torrance Atlas Food Inc amp Celine Dancer Priority HI Private Alarm or n 7 Joe Nepok acted gt Location Meeting Room i Resource s Product Samples 8 Products Services All Categories California Note Joe and Celine Work together to finish proposal for Atlas Food Michelle is available to phone if needed ok Cancel Add an Appointment 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 user
478. s and notes are attached to the email message while hyperlinks are inserted directly into the content of the email message You can send the items to the currently selected Address Book entry or you can select Address Book entries while sending the documents If you want to send the items 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 hyperlinks and notes you want to send You can hold down the Control key to select multiple items 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 Chapter 5 157 Notes and Documents 4 Enter the details of your email message 5 Click Send 158 Maximizer CRM 12 User s Guide CHAPTER Calendar and Hoilist Track Your Appointments and Tasks In this chapter Hotlist Tasks on page 160 Calendar Appointments on page 165 Calendar and Hotlist Preferences on page 175 Viewing Activities for Entries on page 178 Action Plans on page 184 Peg Board on page 191 World Clock on page 192 160 Maximizer CRM 12 User s Guide Hotlist Tasks Hotlist Window On the View tab select Carry
479. s calculated cost and duration General description el Coat 0 00 Use this strategy when you have an opportunity to secure a contract for monthly wine shipments Duration 708 faye to a customer EELO eave Steps success factors and roles that comprise this strategy Steps Success Factors Roles Sales activities Budget Approved Buyer Steps ompetition We Face Factors 4 J Roles HE Speling ont oy ok Cancel Schedule a Strategy for an Opportunity 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 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 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
480. s contain information on assigning campaigns to opportunities e Assign a Campaign to an Opportunity on page 234 e Automatically Assign Campaigns to Opportunities on page 235 234 Maximizer CRM 12 User s Guide Assign a Campaign to an Opportunity To complete this procedure you must have Read permission for campaigns and Modify permission for opportunities You can associate existing automated campaigns with opportunities Open the opportunity A If necessary from the Key Fields for drop down list select a Key Fields list that contains the Campaign field By default the Campaign field is included in the lt Default Key Fields gt list Select the Campaign field and click the ellipsis button to the right of the field The Assign Campaign to Opportunity dialog box opens 4 Enter the search criteria for the campaign In the Campaign Name field specify the name of the campaign In the Products Services and Categories fields specify the products services and categories associated with the campaign By default the Products Services and Categories values from the opportunity are selected Under Start date range specify the date range for the campaign start date or select Search all dates Under Find matching select the status values of the campaigns Select Opportunity s Address Book entry is subscribed to campaign to return only the campaigns to which the Address Book entry associated with th
481. s for the 284 Maximizer CRM 12 User s Guide same accounts specified in the campaign monitoring settings in Administrator e The Ce 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 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 include a Campaign_Redirect_URL merge field in your email message template customers are redirected to a landing page URL when they click on the merge field 9 Click OK and continue through the campaign template wizard Chapter 9 285 Campaigns 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 add activities to automated campaigns and automated campaign templates you choose a message for each activity For email activities Maximizer can send text and HTML email messages in addition to the email template file ETF format created by the Maximizer Word Processor Create HTML and text
482. s procedure you must have the Allow Global Edit privilege You can use the Global Edit command to remove values from specific fields in multiple entries at a time For fields that can take multiple values you can select the specific values to remove from the fields For most other fields you can choose to remove all content from the fields Create a list of entries to modify or In the current list select the entries you want to modify e Click in the gutter to the left of entries e 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 A On the Edit tab select Global Edit from the Replace group The Global Edit dialog box opens Locate the field e Ifyou are removing values from a basic field locate the field in the Basic Information tab e If you are removing values from a user defined field select the User Defined Fields tab and locate the field e If you are removing values from any other system field select a Key Fields list that contains the field 4 Select Remove or select the specific values to remove from the field e For single value system fields click the arrow next to the field and select Remove e For multiple value system fields select the specific values to remove from the fields e For single value user defined fields click in the Remove column nex
483. scona Tutorial Campaigns 11 Displayed amp B lt 8 TA To do J insert a File J Print a Label TI Phone call Insert a Hyperlink Meeting T action Pian 4h Print an Envelope Schedule j Insert Print LA F Make Receive a Call aCall Filter All Campaigns Type Status Name Product Start Date amp Suspended Fax Price List to Leads January 22 2004 ee 6 Progress incoming Calls October 5 2011 pE Hh Progress Other October 5 2011 amp Hh Progress Outgoing Calis October 5 2011 i Suspended Email Campaign 2009 Escona Wines Cab Franc Sauvignon Blane January 26 2004 Suspended Email Campaign 2011 Fall Promotion All September 20 2011 bie Suspended Fax Price List to Leads All April 7 2004 I Progress 2011 2012 Escona Price List July 28 2011 nProgress 2011 2012 Vintage Colection of Escona Wines July 28 2011 l PY Competed 2010 Escona Price List January 19 2010 a Knowledge Base z E EB Howse Columns Default Contact View gt show lt ai gt e Filter las e C Name and Phone Numbers amp Company and Addr TY Date Time Type Tet wp October 5 2011 2 30PM History Joe Napoli has subscribed Address Book entry B Email October 5 2011 2 29PM History Joe Napoli has subscribed Address Book entry D company vora October 5 2011 226PM History Name Holiday promotion Template Email Campaign 266 Maximizer CRM 12 User s Guide Traditional Campaign Te
484. sert a Hyperlink from the Insert Print group or In the Documents following window right click and select Insert Hyperlink In the Name field enter the name of the document 4 In the Hyperlink field enter the URL of the document 5 Specify other properties of the document such as Category Description and Owner 6 Click OK to save the hyperlink as a document with the entry Insert Hyperlink a Details of document OK Name Company Information cancel Owner Public x C speling Category m J Hyperlink htttp en wikipedia org wiki AmeliaLiqors Description Information on the company from Wikipedia Result Inserts the hyperlink into your document so that you may activate it using the default web browser Chapter 5 139 Notes and Documents 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 The following sections contain information on the Maximizer Word Processor e Open the Maximizer Word Pro
485. shboard This option starts with a blank canvas and allows you to build save and distribute a dashboard 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 AA Work with Indicators C Create a New Indicator Create a completely new Indicator which s 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 e Inthe Dashboard Name field specify a name for the dashboard e Inthe Full Access and Read Access fields specify the Maximizer user or group with access to the dashboard e Select Dashboard is available in Mobile Access to make the dashboard available to Mobile 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 13 369 Reporting f Dashboard Wizard Webpage Dialog Dashboard details Give the dashboard a name and description and indi
486. sion 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 12 User s Guide Exporting to these formats exports selected Companies and Individuals 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 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 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 Save As x Save in Maximizer M c a z Name z Date modified Type ay No it tch h ges o items match your search Desktop T
487. sion 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 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 430 Maximizer CRM 12 User s Guide The following sections contain information on importing Address Book data into Maximizer e Import Address Book Entries on page 430 e About Two Tier Imports on page 432 e Field Mapping on page 432 e Import from an MXI or XML File on page 433 e The MaxExchange Distribution Field and XML Import on page 434 e Import a Knowledge Base Article on page 435 Import Address Book Entries Back up the Address B
488. site at www escona com Sincerely Joe Napoli Escona Estate Wines acs Cancel 288 Maximizer CRM 12 User s Guide Campaign Merge Fields Although some of these merge fields can be used in ETF and text files they are best suited for HTML email messages The campaign merge fields are specific to automated campaigns These merge fields can help you track information on your campaign subscribers like who has opened a campaign email message and who has visited your web site from a campaign email message 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 Campaign_Opened_Email_Tracking_URL This merge field tracks the number of customers 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 The merge field syntax replaces the value of the SRC attribute in the lt img gt element image element for example lt img src Campaign Opened Email Tracking URL gt Campaign_Redirect_URL This merge field trac
489. 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 View a Dashboard on page 366 e Setting Up Dashboards on page 367 e Create a Dashboard on page 368 e About Indicators on page 369 e Add an Indicator to a Dashboard on page 373 e Customize a Dashboard Indicator on page 377 e Moving and Resizing Dashboard Indicators on page 378 e Modify Dashboard Properties on page 378 e Import a Dashboard Created in a Previous Version of Maximizer on page 379 To complete this procedure you must have read permission for Dashboards You can access your dashboards from the Dashboards icon in the icon bar If the dashboard you want to view is not displayed select it from the drop down list Select the Dashboards icon A From the drop down list select the dashboard you want to view Setting Up Dashboards Chapter 13 367 Reporting The selected dashboard is displayed My Work Day ll Dashboards EJ settings ioes Dashboard v S Fl Save AlSaveas Properties Print S Dashboard Wizara Import yc Refresh My follow up deadline is approaching 05 01 2010 12 31 PM 2 m Pad HH Meet with Patsy to confirm deal 17 02 2010 11 30 AM i Customer Service Meeting 17 02 2010 3 00PM Phone La Casita to confirm reservation
490. sor to insert the merge fields merge entries vary Merge Options mex Merge template with selected e aol Contact window entries Cancel c S C Opportunities 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 document with all of your selected entries Click Skip to go on to the next entry 146 Maximizer CRM 12 User s Guide Microsoft Word Integration Maximizer also integrates with Corel Word Perfect You can use Microsoft Word as your word processor while working with Maximizer With Word integration you can launch Word directly from Maximizer and work with Maximizer entries from Word Word integration installs the Maximizer CRM group in the Add Ins tab in versions of Word that use a ribbon interface and the Maximizer CRM toolbar in earlier versions of Word The options in the Maximizer CRM toolbar menu integrate information from Maximizer Address Book entries opportunities customer service cases and users with Word documents Word templates created in previous versions of Maximizer do not work in Maximizer CRM 12 You must recreate the templates using the latest version of Word Integration If you copy content from the old templates any merge f
491. ss Book entry Orderdesk entry C Opportunity C User information Customer service case Available merge fields Account_Manager Address _Line_1 Address_Line_2 Campaign _Opened_Email_Tracking_URL Category City Company Contact Number J Blank if not used Insert Close Use mail merge in the Maximizer 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 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 Chapter 5 145 Notes and Documents Mou can also send a mail Specify your merge options and click OK to continue with the merge from Microsoft Word or merge WordPerfect using the Maximizer toolbar embedded Depending on what window you have active the available in the word proces
492. ss Book entry issues can be recorded categorized and escalated appropriately to ensure issues are dealt with in a timely manner 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 entry only Knowledge Base o Hotlist KAA Calendar Email Company Library Chapter 2 17 Getting Started 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 Maxi
493. ss the full functionality of Maximizer Web Access In Internet Explorer you must add Maximizer Web Access to the Trusted sites zone with the security level set to Medium low In Internet Explorer select Tools gt Internet Options and select the Security tab A Select the Trusted sites security zone and click Sites In the Add this website to the zone field enter the Maximizer Web Access URL 4 Clear the Require server verification https for all sites in this zone checkbox H click add Maximizer Web Access is added to the list of sites in the zone 340 Maximizer CRM 12 User s Guide Trusted sites Ea 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 g Click Close With the Trusted sites zone still selected click Custom Level E In the Reset custom settings area select Medium low from the Reset to drop down list 9 Click OK to save the changes in the Security Settings dialog box and click OK again to save your Internet options Enable Pop Up Windows in Firefox for Maximizer Web Access Pop up windows must be enabled for Maximizer Web Access in your browser to access its full functionality If you use Internet Explorer pop up windows are enabled when you add Maximizer Web
494. ssaeeeseneees Navigating Pages in Mobile ACCESS cccccsceceeseeeeeneeeesneeeeseeeesseeees Chapter 12 Chapter 13 ix PArtnersACCess 2 66 2 45 teak E E T E TE states teabi sadeaades sins T 345 GUSTO MER ACC S Soin a a a a aaan AE aae ar EAOa EST aad 346 Customizing Maximizer 2c 2ccecceeeseeceeeeeeeeeeeeeeeeeeeneeeeeees Preferences noshir aiaiai iaiia ia A eiaei Set your Maximizer Preferences c ccccccssceessccsssecseeeseeeseesseeeseessees Working with Lists Of Users cccsccsscessesseceseesseeeeeeeaeessaeeeeeeseesaes Customizing the Interface cccccescssessecsseesseesssecsseesseesseeseesseesseeseess Window Layout e Adjust the Icon Bar ccesscceeeseeeeeteees Customize the Quick Access Toolbar Add a Command to the Quick Access Toolbar CUSTOM ACTON tics cicciss setts sce sasstariesnecensztcansaceasseedtactueteasechaviches ign taaan Custom Actions Tabi ns cc sccchscccesccnagesiugcecdaeaceneclag cadaesshuecedeeceuacsadenataped Create a Group in the Custom Actions Tab eeceeceeeseeeeeeeeeeeees Web Inquiry Forms for Websites cccsccsscccesseeseecsseesseeessessseessneeseesees Open the Web Inquiry Form WiZard cceeeeeseeeeseeeeeeteteeeneeeneeeeaees Requirements for Web Inquiry Forms Create a Direct Insert Web Form Income and Expenses cccessceeesseeeeeeeeees Add an Income or Expense Account Record an Income or Expense
495. ssages 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 264 Maximizer CRM 12 User s Guide Q Automated services are not available for MaxExchange Remotes Campaigns Window services preferences in Administrator Select File gt Preferences and select the Automated Services tab 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 imme
496. ssages 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 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 Ex Name Type ok gt 2010_Wines_reminder html HTML conc Cover Letter Price List etf ETF Cover Letter Catalog etf ETF Contest Wine Promotion html HTML _ Modify New gt gt Save As Import Export Delete 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 Pro
497. ssociated 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 e Include notes exports notes associated with the exported cases including date and time owner creator type and text fields e Include documents exports documents associated with the exported cases including date and time document type Chapter 15 427 Administration for Maximizer document name creator owner as well as the document data itself e 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 In Maximizer open the Customer Service window and select the cases to export or Don t select any entries to export all entries currently displayed in the Customer Service window A 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 4 Specify the destination location and file name for the exported file 5 From the Save as type drop down
498. st 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 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 244 Maximizer CRM 12 User s Guide 5 Click Print to print the selected strategy Strategy Library Ea Strategies Steps 1 Success Factors Roles Strategy Simple Sales Strategy x General description of strategy and it
499. system If a note is logged for the phone call the note includes the transfer information During the phone call you can modify fields in the Address Book entry and the changes are logged directly in the phone note 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 Phone an Address Book Entry on page 62 e Receive a Phone Call on page 64 e Transfer a Phone Call on page 65 e Enable Logging for Phone Calls on page 66 e View the Phone Log on page 66 e Set Up Automatic Dialing from Maximizer on page 67 Phone an Address Book Entry In the Hotlist window you can log a phone call only from an appointment or task associated with a single Address Book entry You can track outgoing phone calls from the Address Book Opportunities Customer Service or Hotlist window When you phone an Address Book entry from Maximizer you can take notes while the call is timed Depending on your logging preferences an outgoing call note is automatically saved to the Address Book entry customer service case or opportunity associated with the call In the Hotlist window the note is saved to the Address Book entry associated with the appointment or task After completing a phone call you have the option of scheduling a
500. t Address Book Entries dialog box opens From the Format drop down list select XML Click Browse The Select Export File dialog box opens Specify the destination location and file name for the exported file In the Save as type drop down list select either MXI or XML Click Save Chapter 15 423 Administration for Maximizer E Save As Ex Save in Maximizer x ck Ey Be Name 7 Date modified Type ay ABentries070612 xmI 10 15 2007 2 00 PM XML Doc 2 u Recent Places Desktop i Joe Napoli Computer rw c i Ss lt Network File name ABEntries071012 Save Save as type MXI mroi xml x Cance MXI md xmi A T EJ Select any of the Export options as needed E click ox Export Address Book Entries E Specify export file File name D Maximizer ABentries071012 Format xm yor Export options r 7 Indude contacts Indude Customer Service Cases I Indude UDFs 7 Indude notes Indude documents T Support non English characters Export Address Book Entries in CSV or Tab Delimited 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 exten
501. t be synchronized to Outlook 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 with 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 Group Appointments Chapter 7 221 Email 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 confi
502. t 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 12 User s Guide 494 Table 5 AMGR_Hotlist View Field Name Data Type Len Foreign Table Ref Snooze _End_Date DateTime 8 TextCol String 255 Related_To Integer 4 Plan_lId String 23 AMGR_ActionPlan Template Plan_ld Plan_ Number Plan _Number Integer 4 TaskFlags Integer 2 AMGR_Resources Table 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 service Unique identification value of the Action Plan as defined in AMGR_ ActionPlanTemplate Sequential number of the activity in the plan Determines
503. t entry to make it the current entry Select multiple Individual or Contact entries e Click in the gutter to the left of entries e 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 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 Chapter 3 51 Address Book Entries Using Maximizer with LinkedIn Maximizer is integrated with LinkedIn so you can associate LinkedIn profiles with Maximizer Address Book entries The integration is available in the Address Book Opportunities Customer Service and Hotlist windows You can access the LinkedIn integration from the Social Networking following window When you first open the Social Networking following window you are prompted to grant authorization to LinkedIn You must use your own LinkedIn account credentials When granting authorization for Maximizer to access Linkedin your computer s time must be set within five minutes of the correct time or LinkedIn will not allow the authorization The following sections contain additional information on integrating Maximizer with LinkedIn e Associate an Address Book Entry with a Linkedin
504. t 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 Eloi 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 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
505. t s common to have people and companies who are somehow related or connected to each other For example one of your contacts might 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 33 contacts Elcustomer Servi H Automated Ca LY Opportunities gjRelated Entries Columns Default Related Entries View D t Name 4 Position Relationship Type Phone 1 gt For All Occasions Distributor 604 601 8000 Bt Keystone Patricia President Legal Counsel 604 601 8000 Qi Tuley Jennifer Writer Contractor 604 601 8000 The following sections contain additional information on related entries e Relate Two Address Book Entries on page 54 e Unlink Address Book Entries on page 55 Relate Two Address Book 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 ca Source entries Foster Wine
506. t table on hang up Tl click ox Use the Phone Log to view a history of your phone calls recorded in Maximizer to and from Address Book entries By default the Phone Log displays phone calls for the current day but you can choose to view a list of calls for any other date You must have phone call logging set to Notes and phone log in your logging preferences for phone calls to be displayed in the Phone Log From the Phone Log you can retrieve the entries associated with selected phone calls to display the entries in the Address Book Opportunities or Customer Service window and record additional phone calls with the entries e On the View tab select Phone Log from the Logging group The Phone Log dialog box opens displaying the phone calls for the current user on the current date e Inthe Date field select a date to change the day for which phone calls are displayed Chapter 3 67 Address Book Entries e Select entries in the list and click Phone to display the entries associated with the phone calls in the Address Book Opportunities or Customer Service window and record additional phone calls with the entries Depending on the option selected in the Modify entry list area the entries either are added to the current list or replace the current list in the main window Phone Log Phone log Time Name Address Book Entry Phone No Duration Type Res wp 11 38AM Albers Steak House Alberts Steak Ho
507. t to the field and select Remove Chapter 4 113 Maximizer Entries e For multiple value table user defined fields click in the Remove column and select the specific values to remove from the fields 5 Select the Global Edit Rules tab 6 Under Update options specify how you want to use the current list If necessary under Detail Rules locate the name of the field and select Remove table field values This step is required if you are updating the Products Services or Categories fields in opportunities or customer service cases and the Do not solicit by Category Account Manager Full Access or Read Access fields in Address Book entries E Click OK to save the changes You are prompted with a message to verify that you want to continue with the operation 9 Click OK to run the global edit Add a Note to Multiple Entries To complete this procedure you must have the Allow Global Edit privilege You can use the Global Edit command to add a note to multiple entries at a time Create a list of entries to modify or In the current list select the entries you want to modify e Click in the gutter to the left of entries e 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 A On the Edit tab select Global Edit from the Replace g
508. t you want to manipulate The following sections contain information on writing formulas for user defined fields e Arithmetic Expressions on page 87 e Alphanumeric Functions on page 88 e Date Functions on page 91 e Numeric Functions on page 94 e Conditional Expressions on page 96 Arithmetic Expressions Chapter 4 87 Maximizer Entries 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 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 multiply 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
509. tab select Organization Chart from the Show group On the Setup tab select Column Setup from the Display group Maximizer CRM 12 User s Guide 456 Search Menu In Maximizer CRM 10 5 select View gt Toolbars Sort by gt Column Properties Refresh In Maximizer CRM 12 This command is unavailable in Maximizer CRM 12 On the View tab select Sort By from the Window group and select a column On the View tab select Properties from the Show 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 12 Home Undo Search amp Clear Undo Repeat All Fields Options Maximizer CRM Escona Tuto Edit View Search Tools Reports q Company Last Name RE A All Fields Recent Catalog Searches Catalog Search By rial ET Setup Partners p i Companies Individuais d Check Web Duplicate Retrieve Jalidation All Phone Numbers All Email Addresses Opportunities Cases Other Fields contacts 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 All Fields Last Name In Maximizer CRM 12 On the Search tab select Undo Se
510. tab select Steps from the Review group Select the step that contains the activity you want to delegate and click Review Close date Close date is calculated from finish dates of steps User dose date is S OK dose Marketing Steps Summary Es 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 eE Sendto printer November 8 2007 November 9 2007 Waiting wi 4 Double click the activity you want to delegate 276 Maximizer CRM 12 User s Guide Review Step Changes and additions to catalog E Step Changes and additions to catalog Goal and comment Dates and cost Cancel Goal After Marketing Manager reviews Start October 25 2007 catalog make changes and incorporate any additions ha Finish November 7 2007 Comment Cost 1 500 00 Activities F Show follow ups also Show activities for Everyone Modify IV Show done also Activity Member Contact Role Start Date v 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 This activity is scheduled with this role and contact Role Marketing Campaigns Assistant No Assigned Contact Team
511. tails 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 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 Configure Customer Service Case Monitoring on page 324 e Select Users for Case Monitoring on page 325 e Customer Service Merge Fields on page 327 Configure Customer Service Case Monitoring Monitoring preferences are available only in Maximizer CRM Enterprise Edition You can configure email notification for customer service cases in the monitoring preferences You can specify to receive email notification when notes are added or modified and when fields are changed You can also select specific fields to receive notification only when one of the specified fields changes You receive notification only for the customer service cases you are selected to monitor In the top right corner of the page click Preferences A Select the Mon
512. te 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 to existing opportunities that are in progress and 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 Add a Currency to the Currency Library To complete this procedure you must have the Allow manage currencies privilege On the Setup tab select Template Library gt Currency Library from the File Management group The Currency Library dialog box opens H click add The Add Currency dialog box opens From the Currency drop down list select a currency 250 If you change your corporate currency all currency rates are setto 1 Maximizer CRM 12 User s Guide 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 In the Exchange rate field enter the value of the currency in comparison with the corporate currency By default this value is set to 1 5 If necessary from the Requested by field select a user TF click ox Add Currency x Creation details Currency Euro z ER Exchange rate
513. teger Integer String String DateTime String Integer String String Integer String Len Foreign Table Ref 2 2 508 508 11 ADMN_Users User_ Id 23 24 64 Description and Rules 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 Applicable only when Opp_Type 0 Applicable only when Opp_Type 0 Applicable only when Opp_Type 0 516 Maximizer CRM 12 User s Guide Table 13 AMGR_Opportunity View Opp_Type 30 Traditional Campaign Field Name Data Type Len Foreign Table Ref NextAction_Project String 64 ed Revenue_Currency_ String 4 Id Revenue_Rate_Typ Integer 2 e_ld Last_Cal_ Date DateTime 8 Calculated_Won_R Float 8 ev
514. ter 13 383 Reporting Application Data Maximizer SvrShare Reports lt Address Book name gt folder Eig Maximizer a Oo Marketing Hho AddiBks CI Sales C Live Update C Service C Live Update Manager Eig SviShare C CrystalT emplates B Reports H E AnotherTest H O EsconaPromotions 3 EsconaTutorial cama 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 Report 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 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 384 Maximizer CRM 12 User s Guide Pe
515. ter Last30 Da Name and Phone Numbers Company and Address Y Date Time Tye Tet a Hotlist j Armanetti Wine Shoppe Armanetti Wine Shoppe September 15 9 08 AM Manual Attention sales team b 604 601 3000 3530 N Lincoln Ave Fi calendar 604 601 8001 Chicago IL 60657 October 7 2011 12 02PM Task Appointment Requested E Adams Dante Project Manag Armanetti Wi On site meeting to go over wine s 604 601 8000 3530 N Lincoln Ave October 7 2011 12 00 PM Outgoing Phoned to book a meeting next ws Ey emai 604 601 8001 Chicago 60657 cal is stil interested in our wines but UL Company Library Press FI for Help User JNAPOU friday October 7 2011 1202 PM_ 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 e All Opportunities displays all opportunities that you have the rights to view e Current Opportunities displays the opportunities that are in progress e Team Updated Opportunities displays opportunities that have been updated by remote sales teams To further filter the current list by the opportunity close date select an option from the Close Date drop down list 4 Double click on an opportunity to open it The opportunity dialog box opens displaying the details of the opportunity 230 Maximizer CRM 12 User s Guide All The Best Spirits D
516. terprise Edition Chapter 9 263 Campaigns 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 campaigns 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 me
517. the background color and add or remove indicators from the dashboard In the Dashboards tab of the My Work Day window select the dashboard from the drop down list A Click the Properties icon Chapter 13 379 Reporting 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 6 Click the Save icon to save the changes to the dashboard Import a Dashboard Created in a Previous Version of Maximizer 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 initially 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 On the Dashbo
518. the changes Change the Currency in an Opportunity By default opportunity revenue is calculated using the corporate currency But you can change the currency for the revenue while adding or modifying an opportunity Multi currency must be enabled in the current Address Book and there must be more than one currency set up in the Currency Library in order to specify the currency in an opportunity Open the opportunity A If necessary from the Key Fields for drop down list select a Key Fields list that contains the Currency field By default the Currency field is included in the lt Default Key Fields gt list From the Currency drop down list select the currency The currency in the Revenue updates to show the selected currency value 4 Click OK to save the change to the opportunity 252 Maximizer CRM 12 User s Guide 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 templ
519. this option is selected users are prompted when they complete activities in the incorrect order If necessary click Advanced to toggle between the advanced and simplified view of the dialog box In the Replace current user with drop down list select the user to schedule the main Action Plan activities for 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 Select Skip non work days to schedule activities only on work days Any activities scheduled on a non work day are moved to the next work day Chapter 6 189 Calendar and Hotlist 10o 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 BOM click OK to finish scheduling the Action Plan for the selected entries Schedule Action Plan for Chen Melanie Action Plan details Plan template Simple Service Plan Z 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 August 2011 Save As Start planon August 22 2011 set activities as dependent Advanced lt lt Replace current us
520. time the search is run values for the current user and values relative to the current date are retrieved Catalog searches are integrated with different features in Maximizer including the following features e Retrieve entries from a saved search automatically when you first open the Address Book window e Link a dashboard indicator to a catalog search e Create a custom action that retrieves a saved searches when you select an icon The following sections contain additional information on the search catalog e Save a Search in the Search Catalog on page 105 e Retrieve a Search from the Search Catalog on page 106 e Retrieve a Recent Search from the Search Catalog on page 107 Save a Search 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 r
521. tion 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 The following section contains additional information on Maximizer Live Update e Download Software Updates from the Server on page 444 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 Next Chapter 15 445 Administration for Maximizer 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 4 Click Next to download the selected updates 5 Click Finish to close the wizard 446 Maximizer CRM 12 User s Guide Languages for the Maximizer Spell Checker
522. tivities The following sections contain information on automated campaign statistics e View Campaign Statistics on page 301 e View Statistics on Campaign Activities on page 302 e Retrieve a List of Entries who Have Opened Email on page 303 e Retrieve a List of Entries who Have Visited Landing Page URLs on page 304 e Retrieve a List of Entries who Have Unsubscribed from a Campaign on page 304 e Retrieve a List of Entries for a Campaign Activity on page 305 View Campaign Statistics To complete this procedure you must have Read permission for Campaigns You can view overall campaign statistics in the Basic Information tab of an open campaign You can also add the Total bounces Total clicks Total opened emails Total replies and Unsubscribes fields to the column setup in the Campaigns window Open the campaign A If necessary select a Key Fields list containing the campaign statistics you want to view 302 Maximizer CRM 12 User s Guide By default the campaign statistics fields are included in the Default Key Fields list including the following fields e Unique opened emails The number of subscribers that open one of the email messages in a campaign e Unsubscribes The total number of subscribers who have unsubscribed from the campaign Total unique clicks The number of unique visits to landing page URLs in the campaign by subscribers e Total replies The number of campa
523. tly visible in the Calendar window Column Report Displays the same information you see displayed in a controlling window such as names and addresses or opportunity information Detailed Report Includes basic information appointments Hotlist tasks user defined fields Contacts document summaries and notes for an Address Book entry a customer service case a campaign or an opportunity 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 Monthly Calendar Displays the contents of the Calendar window in a printable report This report is available only in the monthly view Notes Report Prints notes attached to an Address Book entry a campaign a customer service case or an opportunity Phone Log Lists phone calls recorded in Maximizer for the current user on a specific day Sales Alert Report Provides a summary of the opportunities that are behind schedule User Defined Field Report Lists the user defined fields attached to an Address Book entry a campaign a customer service case or an opportunity 388 Maximizer CRM 12 User s Guide Exporting Entries to Microsoft Excel Maximizer enables you to quickly and easily export selected entries from a Maximizer window t
524. to the appropriate field and select values for the field Other fields for the case must be specified in Maximizer E Case for Joe Napoli gt 2 a Company Individual Escona Winery Contact Joe Napoli Case description Products Services All Categories Cabemet Sauvignon Subject Price List Description 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 are available to order online See the attached document for the complete price list Send an Email Message 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 In Outlook open a new email message A Click the Maximizer Addresses button The Maximizer Addresses dialog box opens 216 Maximizer CRM 12 User s Guide EI Maximizer Addresses Search for Entry P ok N o Last Name i C Company Cancel T Ignore leads Ent
525. 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 Table 9 AMGR_CSCases View Field Name Notify_Flag Case_Resolved_By Case_Resolved_ Date Case_Owner_ld Description Data Type Integer String DateTime String Text Appendix B 501 Crystal Reports Database Views Tables Reference Len Foreign Table Ref 4 12 ADMN_Users User_ Id 8 12 16 Description and Rules 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 12 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 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
526. ton and select Help gt Online Help If it s your first time accessing the online help you are prompted to choose the source of the help content A If necessary select the source of the help content and click Continue e To view the most up to date content over the Internet select Retrieve online help over the internet e To view content stored on your local computer select Retrieve the local online help content Choose Local or Internet Help Content Online help Continue Would you like to view the online help from the local a lt a content or would you like to retrieve the online help from the internet Retrieve the online help from the internet Retrieve the local online help content The option selected above can be changed by dicking the Preferences menu from Setup in the ribbon menu Note Selecting to retrieve the online help from the internet assures that you get the most up to date help content If you re accessing the online help from a specific page or dialog box information associated with that page dialog box is displayed Online Manuals Open an Online Manual Sample Address Books Chapter 2 31 Getting Started In addition to the online help you can access manuals in PDF format that you can read online using Adobe Acrobat or Acrobat Reader The Maximizer CRM User s Guide contains similar information to the online help in a printable format Like the online
527. tributor FE First Contacted Date 12 Annual Sales 975 000 00 FE Last visit t f Marketing f Customer Service H Partner Retail Reseller Info 1 Customer Profile Discount Levels V Show blank fields V Show hidden fields V New Contact inherits user defined fields oK Cancel Working with User Defined Fields Keep the following points in mind while you work in the User Defined Fields following window or the User Defined Fields tab in an open entry User defined fields are displayed in a tree view where fields are nested within folders or 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 Click in the Value s column next to 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 When you clear this option only the fields with existing values are displayed Chapter 4 Maximizer Entries 77 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 de
528. try starts For example to reach an entry called Seismic Explorations type se The current sorting in a list is saved when you leave a window or close Maximizer When you next view the list the columns are sorted the same way as the last time you viewed the list 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 the selected entries The current entry is shaded with a different color than the selected entries e Click in the gutter to the left of entries e 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 to the left of the heading row above the gutter Or on the Edit tab select Select All from the List group Columns Default Address Book View HA Name amp Phone Number gt __ Aggassi Cold Beer amp Wine Store 604 601 8000 Albert s Steak House 604 601 8000 AllThe Best Spirits 604 601 8000 gt Amelia Liquors South 604 601 8000 Chapter 2 25 Getting Started
529. ts 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 Export a List of Entries to Microsoft Excel To complete this procedure you must have the Allow export privilege Create a list of entries to export or Select the specific entries to export e Click in the gutter to the left of entries e Click on the entries one at a time while holding down the Control key Chapter 13 389 Reporting e To select all entries between two entries select an entry and while holding down the Shift key select another entry 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 Right click and select Export to Excel or Advanced Export to Excel 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 390 Ma
530. tunity The completion reasons are set in Administrator The list differs depending on the status of the opportunity If the opportunity is won the revenue for the opportunity is recognized against any quotas assigned to the leader or sales team If the Address Book entries associated with the opportunity are sales leads the entries are automatically converted to regular entries not sales leads Open the opportunity A Select the Status tab Under Current working status select the status of the opportunity Won Lost to or Abandoned 4 If the opportunity is won enter the revenue for the opportunity By default the projected revenue is displayed 5 If the opportunity is lost select the competitor who won the opportunity You can select any competitors assigned to the opportunity g Under Completion reasons select a reason for completing the opportunity and enter a comment as desired 238 Maximizer CRM 12 User s Guide Click OK Through the Grape Vine Distributors Acquire as distributor A 2 G Monitoring 4 Actions S Probability 82 Basic Information User Defined Fields Sales Plans Competitors Partners Status Opportunity creation date and dose date Created May 27 2011 Close date August 19 2011 Current working status Won Revenue USD15 000 00 5 In Progress Lost to dated Abandoned Suspended Completion details Date August 19 2011 Reason
531. turns 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 Date Functions Chapter 4 91 Maximizer Entries Parameters Parameter Data Type Description Number Decimal The numeric value that you want to convert DecPlace Integer Optional The number of decimal places to return Example Text Revenue 2 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
532. ty If you select Yes specify the properties of the follow up activity You can transfer incoming or outgoing calls to other Maximizer users If you are using TAPI the phone call is transferred to the Maximizer user Otherwise the transfer is logged to the phone note In the Phone dialog box click the Transfer button A In the Display name list select a user or enter a valid extension for your company s phone system The phone extension does not have to be associated with a user in the current Address Book Click OK to complete the transfer 66 Maximizer CRM 12 User s Guide Enable Logging for Phone Calls View the Phone Log When logging is enabled for phone calls Incoming call and Outgoing call notes are created when you phone or receive calls from entries in Maximizer In the top right corner of the page click Preferences The Personal Preferences dialog box opens A On the Setup tab select Preferences The Preferences dialog box opens Select the Logging tab 4 Under Phone calls specify how you want to log phone calls e Notes and phone log Saves phone notes to the entry associated with the phone call You can view phone notes from the phone log e Journal Saves phone notes to the Journal e Both Saves phone notes to the entry associated with the phone call and to the Journal 5 To display the Phone Call Results dialog box automatically every time you log a phone call select View resul
533. ty 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 Maximizer CRM 12 User s Guide Table 11 AMGR_Opportunity View Opp_Type 0 Opportunity Field Name Forecast_Revenue Start_Date Estimated_Close_D ate Close_Date Last_Modify_Date Actual_Revenue Record_Id Creator_lId Create_Date Suspend_Date Data Type Float DateTime DateTime DateTime DateTime Float Integer String DateTime DateTime Len Foreign Table Ref 8 11 Description and Rules Revenue anticipated from Opportunity once it is successfully complete Only the Opport
534. u 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 Available Maximizer fields Order of Import Field Number 14 Fields from file Herb csv Notes Address Book entries 7 Partner Retail Reseller Info Business Partner Level Partner Retail Reseller Info Partner Sales YTD First Name Last Name E mail Address 1 First Name 2 Last Name 3 E mail Address Partner Retail Reseller Info Reseller Type Partner Retail Reseller Info Volume Partner Interests Phone 1 Description Phone 3 lt Skip Field gt 4 Mobile Phone 5 Personal Web Page 6 Business Street Address Line 1 lt Remove City 7 Business City Phone 1 Extension Zip Postal Code 8 Business Postal Code Phone 2 State Province 9 Business State Phone 2 Description Country 10 Business Country Phone 2 Extension Web Site 11 Business Web Page Phone 3 Description Phone 1 12 Business Phone Phone 3 Extension Compan 13 Company Phone 4 14 Sob Tite Phone 4 Description Phone 4 Extension Reports To Sales Lead Sales Annual Sales Sales First Contacted Date Sales Last Visit Sales Lead source bd I Convert to name case Do not import first record it is a header Import Cancel Catalog Import from an MXI or XML File Back up the Address Book before completing this p
535. ual directory If your web server runs Windows Server 2003 you also need to add a web service extension for the web form Create a folder for the web form A On the Tools tab select Web Form from 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 362 Maximizer CRM 12 User s Guide Income and Expenses Press Fi for Help User INAPOLT 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 A W s Maximizer CRM Escona Tutorial onal Expenses X Home Edit View Search Tools Reports Setup xX pm Letter TA JaTo do D insert a File Print
536. unity 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_Comm ent Last_Update_Date Updated_By_Id Data Type Integer Integer Integer Integer String String DateTime String Len Foreign Table Ref 4 2 2 2 508 508 8 11 ADMN_Users User_ Id Description and Rules The num
537. unt Manager fields By default the Territory and Account Manager fields are included in the lt Default Key Fields gt list From the Territory drop down select the territory you want to assign to the entry The Territory status field now indicates that the territory is Set by manager or Set by user 4 Next to the Account Manager field click the ellipsis and select account managers for the entry from the list of available users E click ox Align Territories Territories set by users are always overwritten by territory alignments Chapter 3 59 Address Book Entries To complete this procedure you must have the Sales Manager role Sales managers 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 to 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 An entry previously assigned to a territory no longer matches the territory rules The rules or t
538. ures 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 from 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 You can add documents notes and hyperlinks to the Company Library Documents are created with external applications Notes contain plain text Hyperlinks point to documents stored externally and are expressed as URLs These items are arranged in the Company Library in a folder structure The following sections contain additional information on working with the Company Library e Company Library Window on p
539. urrent year e All Quotas Displays all quotas in the Address Book that you have the rights 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 ee em Press Fl for Help User JNAPOLI Maximizer CRM Escone Tutorial Quota Items 8 Displayed cai Home Edit View Search Tools Reports Setup 7X _ Letter rtd es To do J insert a File Print a Label F q 4 O R 8 ee E ci g a B Fax NS NS os Phone Call Insert a Hyperlink 1 Quota Case Opportunity Email Note Make Receive Meeting Time H Document aca al Action Plan 4 Print an Envelope a Task Create Write Phon Schedule Insert Print Track 3 X Filter My Current Quotas 3 23 show Quarter g E Dai Name 4 Fiscal Period Quota Forecast weighted Forecast unweighted Closed Sales Lost Sales of Quota Channel Sales FY 2011 01 73 407 49 0 00 0 00 196 800 00 0 00 268 ZEL My Work Day Channel Sales FY 2011 Q2 172 197 49 57 600 00 72 000 00 136 000 00 0 00 79 R My Work Day Channel Sales FY 2011 Q3 172 197 49 0 00 0 00 75 500 00 0 00 44 g 5 Channel Sales FY 2011 Q4 172 197 5 127 160 00 187 000 00 0 00 125 000 00 0 Address Book 3 gt West Coast Sales FY 2011 01 75 000 00 80 000 00 0 00 208 West Coast Sales FY 2011 02 153 854 1 0 00 0 00 80 000 00 0 00 52 UF Opportunities West Coast Sales FY 2011 03 1
540. use 604 601 8000 0050 Dutgoingcall ol Leeman ery aes 11 39AM Amelia Liquors South Amelia Liquors South 604 601 8000 00 17 Outgoing call 11 41AM Albert s Steak House Albert s Steak House 604 601 8000 00 28 Outgoing call o 1 16PM Albert s Steak House Albert s Steak House 1604 601 8000 00 00 22 Outgoing call b 1 17 PM __ABC Wine Shop Inc ABC Wine Shop Inc 1604 601 8000 00 00 28 Outgoing call m b 4 Details of call Phone log options Reminded of invoice a Date September 29 2010 Seiten ry Wey ery it Phone Description Main Add selected entries Replace with selected Subject Payment request Phone Print Cancel Set Up Automatic Dialing from Maximizer 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 your 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 us
541. user who created the campaign is automatically designated as the leader Open the traditional campaign A In the General tab click Assign Select the team and click OK Assign Marketing Team to Campaign pe Marketing teams Name Members of selected team Joe Napoli Channel Marketing East Coast Marketing West Coast Marketing OK Cancel Assign a Contact to a Campaign Role 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 274 Maximizer CRM 12 User s Guide Select the traditional campaign A On the View tab select Roles from the Review group In the View bar select the Review Roles icon Select the role you want to delegate and click Assign Campaign Contacts x Role Senior Management Team 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 4 Search your Address Book for the desired Contact 5 Select the Contact you are assigning to the role and click OK 6 C
542. utomated Campaign Activity You can suspend and resume individual activities in your campaign at any time Open the automated campaign and select the Marketing Plans tab 2 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 Review Campaign Activities for a Subscriber You can review the status of automated campaign activities for each subscriber and retry activities that have failed 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 296 Maximizer CRM 12 User s Guide 5 To reset the counters for print and fax campaign activities click Set Counters O the Set Counters button is These counters are set up through merge fields available for available for only print and fax email campaigns campaign activities You use the Opened and Clicked columns for tracking fax and Automated Campaign Activities for ABC Wine Shop Inc Ee print col lateral customer Campaign 2010 Escona Wines Email Campaign Campaign ID 100315001080772238169M responses Email activities Automated act
543. values System fields are set as mandatory in Administrator User defined fields are set as 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 of the fields in Key Fields lists are system fields As well 78 Maximizer CRM 12 User s Guide some fields in the User Defined Fields tab are system fields They are shown in bold black text Key Fields These fields are displayed in an entry s Basic Information tab Key Fields lists contain system fields and user defined fields They are defined by your system administrator in the Key Fields preferences in Administrator Chapter 4 79 Maximizer Entries 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 tabs for each category of user defined field The user defined field structure can be multi tiered with multiple levels of user defin
544. view Page to specify options for the My Work Day page e Select Transfer to specify settings for transferring information between Address Books Chapter 12 Customizing Maximizer e Select Envelopes Labels or Reports to specify settings for printing envelopes labels and reports from Maximizer e Select Email to specify the default settings for viewing and sending email Preferences Joe Napoli ES Transfer Envelopes labes Repots Email Outlook Synchronization Printingto HTML Monitoring Diagnostic Overview Page System Defaults Logging Format Calendar Hotist Dialing Address Book window options Opening an Address Book entry display View Basic Information x V Ask at Address Book startup which list to view General options V Use Strategy Library Wizard instead of Strategy Library V Display waming before assigning a strategy to an opportunity F Enable OrderDesk V Use Windows standard vertical scrolling affects all list windows V Display waming before assigning a template to a traditional campaign 7 Automatically assign campaign when creating a new opportunity Limit the search to campaigns created This Quarter X V 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 F Display users by groups V All users V Disabled users V Departments F Divisions F Security groups E
545. vlix Bl Tahoma 0o B zu Note text Joe Napoli President Escona Estate Wines Properties Details Joe Napoli Full access Joe Napoli Read access Public X Category z K cance Journal Journal Window Chapter 5 133 Notes and Documents 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 Journal or Both options in your logging preferences The following sections contain additional information on journal entries e Journal Window on page 133 e Adda Journal Note on page 134 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 disp
546. vorite Lists e Create a Favorite List on page 115 e Retrieve a Favorite List on page 116 e Retrieve a Favorite List Automatically on page 117 e Add or Remove Entries in a Favorite List on page 118 e View a List of Favorite Lists for an Entry on page 119 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 automatically when the Favorite List is retrieved 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 e Click in the gutter to the left of entries e 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 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 Click Add The Favorite List dialog box opens 4 Specify the properties of the Favorite List e In the Full Access and Read Access fields select a Maximizer user or security group with access to the Favorite List 116 Maximizer CRM 12 User s Guide Retrieve a Favorite List If you select Public all users can modify or retrieve the Favorite List If you select a
547. ween the Maximizer Address Book and Microsoft Outlook Appointments and tasks scheduled within the specified date ranges are synchronized As well the following activities are synchronized e Ifan instance of a recurring appointment occurs within the specified date range all instances of the recurring appointment are synchronized e If a task is scheduled prior to the specified date range but the Carry forward unfinished tasks option is selected the task is synchronized You can also specify whether to include private appointments and or tasks in the synchronization The Products Services Categories attendees resources and any notes you add to appointments in Maximizer are synchronized to Outlook These items appear as part of the appointment dialog box in Outlook 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 no
548. 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 The following sections contain basic information on opportunities Opportunities Window on page 228 View an Opportunity from the Opportunities Window on page 229 View an Opportunity from an Address Book Entry on page 230 Add an Opportunity on page 231 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 Use the Close Date drop down list to filter the displayed opportunities according to their expected close dates Chapter 8 229 Opportunities 5 Double click an opportunity to view or modify it 6 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 NELSEN Maximizer CRM Escona Tutorial Opportunities 10 Displayed R Home Edit View Search Tools Reports Setup xX A Letter RS 3 3 F To do insert a File Printa label FL z uS i ay G i Fax YN WS 3 Phonecall Insert a Hyperlink Case Opportunity Email Note Make Receive Meeting Q Time H Document aCal a C
549. window you can view the opportunities associated with the current campaign in the Opportunities following window 338 Campaign Roles Y Opportunities Filter All Opportunities FW amp et amp Close Date all Dates Status Company individual Objective Stage Revenue Close Date InProgress Beacon Wine Spirits Increase spring order Make Initial Contact USD3 000 00 inProgress Bacchus Wine Market amp Ta Increase spring order Negotiation USD3 000 00 InProgress ABC Wine Shop Inc Increase spring order Negotiation USD2 000 00 inProgress All The Best Spirits Increase spring order Make Initial Contact USD2 500 00 You can assign campaigns to opportunities manually at any time after creating an opportunity You can also assign campaigns automatically to new opportunities by specifying settings in your user preferences The system administrator can set the campaign field as a mandatory field to ensure all opportunities are associated with campaigns You may want to have a generic campaign to associate with opportunities that do not correspond with existing automated campaigns For example someone can create a campaign named None which doesn t contain any campaign activities for this purpose You must have Read permission for campaigns to assign a campaign to an opportunity If the Campaign field is set as a mandatory field you cannot create or modify new opportunities without this permission The following section
550. x Memo Invoice Letter Memo No Template Purchase Order Description 4 In the Maximizer Word Processor modify the document as required 5 Select File gt Save g Specify the properties of the document and click OK Save As paT r Document details Name p Owner Public Save as this type of file C Template amp Document for Category Ed Description a X 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 Chapter 5 143 Notes and Documents 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 customer service cases and opportunities as well You can insert merge fields in email templates email messages Maximizer Word Process
551. ximizer CRM 12 User s Guide 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 and find out who they are Gathering relevant customer information is a key component of successful marketing and e commerce 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 I 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 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 Chapter 13 391 Reporting Opportunities by
552. ximizer 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 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 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 328 Maximizer CRM 12 User s Guide CS Assigned_To Name of the user who the case is assigned to Applies to case assignment o
553. ximizer is a complete software solution that brings together elements of CRM enterprise contact management marketing automation rapid website development mobile 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 your 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 Getting Started 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 w
554. y e How many days after the campaign is launched that the campaign message is sent Create an Automated Campaign Template Once you have a plan worked out you can create an automated campaign template The Automated Campaign Templates dialog box opens A Click Add to add a new template Automated Campaign Templates al Automated Campaign template infomation Templates Email Campaign 2007 Escona Wines Fax About the Winery Documents to Leads Fax Price List to Leads Propetti Print Out Personalized Cover Letter for Joe s Vintage Wine List LE elated test campaign Description Email Campaign 2007 Escona Wines full selection Net gt Cance Choose whether you are creating an entirely new campaign template or one that is based on an existing campaign template 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 Chapter 9 281 Campaigns 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 Name and description Name Email Campaign 2007 Specialty Wines Description Email Campaign 2007 Escona Wines full selection Email Campaign 2007
555. y Add a Document to an Entry Add a Hyperlink to an Entry Maximizer Word Processor ss Open the Maximizer Word Processor Maximizer Word Processor WINdoOW s sssssssssssiseesssresieernsrnsrrneinernsnns Documents and Temp lates ccccccsseccseeceeeeeeeeeseneecseneeeseneeeeeeeesenees Create a Document in the Maximizer Word Processor s Merge Fields nic A RE aus ie tei enti das Insert a Merge Field in the Maximizer Word Processor About Mail Merge Send a Mail Merge Microsoft Word Integration Open Microsoft Word from Maximizer Insert a Merge Field in a Microsoft Word Document 0006 Insert a Basic Merge Field in a Microsoft Word Document 148 Preview a Microsoft Word DoCUMenNt 2 cecceseeceeeeeeeeeeeeeeeaeeaeees Send a Microsoft Word Document to the Printer Link a Microsoft Word Document to a Maximizer Entry Company Library moie ciceciccscccavetetavese ete ledesstictseadaventiovaveseasit cosvecdaesianenas Company Library WINdOW ccccssceceeeeeeeeeeeeeeeeeeeeeeeeessneesseneeseaaes Organizing the Company Library c cccsscceeseeeeeeeseeesseeeeesseessees Add a Folder to the Company Library cccssceceeseeeeseeeeeeneeeees Add a Document to the Company Library Add a Note to the Company Library Add a Hyperlink to the Company Library cc0 Send Items by Email from the Company Library cccceeeeee
556. y Lol x Address Book Entries by Country BB United States Husa E Yugoslavia To perform other actions click right mouse button on graph 7 Hold down Ctrl key and use your mouse to rotate a 3D Catalog Bia 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 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 Afghanistan albania v C Creation Date Creator Customer Alerts Customer Interests Department Division iEntry Type JESC Contact How ESC Heard About _JESC Percentage RED z ESC Percentage ROSE Bangladesh _JESC Percentage SPARKLI MBarbados IESC Percentage WHITE _JESC Primary Interest ESC Promo level HA xl Catalog I Do not graph entries without a value S
557. y 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 select 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 You can access all commands from the Actions menu in Maximizer CRM 10 5 on the Home tab in Maximizer CRM 12 458 Maximizer CRM 12 User s Guide O a Address Book Entry Home Edit View Search Tools z gt Letter 5 li Fax Case Opportunity Email Note lt Create Write Document hier CRA Teacona Tutonall anx Reports Setup 7 ar ee ga i 2 TATo do Insert a File i A RQS IS Ess By Bd SS NS CS Phone call Print an Envelope EA Make Receive Meeting Time Assign to aCall a Call J Action Plan Print a Label Sas Capaian Phone Schedule Insert Print Track Subscribe The following commands appear on t
558. y tab 396 Maximizer CRM 12 User s Guide e Layout Specify the title footnote and legend settings Chart Wizard Gay Sve f sa aes Enter desired layout settings Chart Tite Entries by County Chart Footnote Chart Legend Se Fiche pa Series Data along C Bows Cole e Axes Label your graph s axes Chart Wizard Galey sye ao Y ses Enter desired anis titles Category K eect County Value Y Number of Entries A sepneue 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 available 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
559. 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 The following sections contain information on setting preferences e Set your Maximizer Preferences on page 348 e Working with Lists of Users on page 349 Set your Maximizer Preferences You can set your Address Book preferences directly in Maximizer Your system administrator can also set these preferences in Administrator On the Setup tab select Preferences The Preferences dialog box opens A Select the tab for the settings you want to edit e Select System Defaults to specify default settings and Microsoft Outlook integration options e Select Logging to specify how notes are logged for various actions e Select Format to specify date and address formats e Select Calendar Hotlist to specify the default settings and access rights for the calendar and Hotlist e Select Dialing to specify settings for dialing phone calls from Maximizer e Select Outlook Synchronization to specify settings for synchronizing Address Book information with Microsoft Outlook e Select Printing to HTML to specify settings for creating HTML files from Maximizer information e Select Monitoring to configure email notification for opportunity and customer service case monitors e Select Diagnostic to specify settings for logging error messages e Select Over
560. zer CRM 12 You can also access commands on the Home and Setup tabs A amp Open Address Book gt a Close Address Book xy Login Print ck ise Exit A Import Export Transfer gt Administrator Dd Help The following commands appear on the File menu in the Address Book window in Maximizer CRM 10 5 450 Maximizer CRM 12 User s Guide In Maximizer CRM 10 5 select File gt New Address Book Connect to Address Book 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 In Maximizer CRM 12 Click the Maximizer button and select New Address Book Click the Maximizer button and select Connect to Address Book 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 12 Click the Maximizer button and select Print gt Merge Documents Click the Maximizer button and select Print gt Envelopes Click the Maximizer button an

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