Sage Software Range 5.8 User's Manual
Contents
1. EE Enabing a Peson forse Sevice Select the Self Service Enabled he You can change the person s login ID and pasword by typing the new valus in the Loge 1D and Pasword ld Select the Save button Thes person ia enabled Sr lf Service The next time you select the Solf Service tab for that person Sel Service and en deti are displayed Enabling a Company torser senice Enabling a Company for Self Service Van a al analo cp far elf Seri You da thin the em way as you enable a person except that ou doit while you arein the Company content Now you can a Carny out Sel Service lidem i Enable poopie far el Seve 4 Enebe companies for Self Servint se Sec Chapter6 Self Service Functionality tn tha apie you il armada The Sel Service neon available anonymous visitors and registered Logging On The following examples strate atypical Self Service Web site the funciona inii in and hew vidis ravi The Sel Service Web site has hen designed fo a company called Panoply Tideelogen a ibikan wired Bid achar proide For the main part the example sme that you area visitar to Panopiy s Self mo log orto the Seif Service Web ste 1 Type the Sel Service aso in your Web baer A type Self Service UR wi ok something like thi depending on where the Website e peni ntplocahestCAMsetervcedemalaboutp a Sel Service hoe page ia play Anonymous Visas Anonymous Visitors Anis vi2. about a Te Sd Service dinis aes in CRM Boll people far Sel Service M Enabling companies for Self Service Self Service Administration Te Sell Service diuisa aren in CRM coctis eee ru Vidor tt Tris bonas you to view a ist of registered and anonymen vor and vw and edit visiter poles EEEE setrsewice Contiguation this tsb is used for speciying ahis comteton stings EO gt Vetorttoierance tis tab ets you manage your vistor Ta consi doc tpt to aig or mwg The Visitar List page lets you a Yes a nasci id iegitur dl ta Sere rdd victis by Bei tni 1 View ae Edit vinitor details by clicking on the Last Name ce Fist Name ygerist line Nite at selecting the Pero lueret nk bringa you o tdn eng lm P M View and eit visto proli The type of information that ean be viewed perdu in e pria irplemertlin Self Service Configuration The eld on he Self Service Configuration tb are sot by dealt when you etal Sel Service although you may med o change them vou make changes laser the CRM or Self Service dash configurations Io view the Self Senice administration area in CRM L Select Administration System Self Service 2 Select the St Service Canfiguratio ab Sr EE The Self Service Coniguation page is displayed set ence Congunton Select the Change button Enter the changes and lest the Save button The able below explains the standard eld on the Self Service Confi
3. can be denied eel lor registered visitara Registre vistors ame typically given acces to more areas of the Web ste than ewyn visitors They can ew all of the areas of the ite that anonymous intors can view and they eare m Reged Veto View pect ibo 1 View and change some of thei pie dt Reviewing Existing Cases acces the Supportarea ofthe Self Senice ste 1 Open the Sel Service Website and select the Sapport a The tpt gn page cpa 2 Type nur Um Name md Paneer and click the Lg tin A message displays ta inform you that you lagged om eill A iat of jour ten ci casa lcd pein i displayad dn isenergla the customer bas four cues but oppor Ced ces reed ony but you can acess open caes and change certain details 3o Clik on the can s Created Date to edi the ca E eE Regaeres visos Ue on Terpot n toasa oer Select the Change bution The Problem Details input forms displayed in edit mode E fri rn termau E Add sere information or mend the curet dei and ele e Save eia ECL The eve dest are changed n he Self Service Web ite atl the changes are immediately llc in CRM Reged Veto 1 Select he Report Problem hypertext link Tie Regesta robin fotta is played Ar yo im m theese se a ReleenelD by deal Type in the goben details and ele the Sov button Thesew see logge Requesting Information b requestinformation on a specie product while sillogged onto
4. expe da hr ability to perfici bes fonctions determined by the parca Sel Serve plementation Registered and anonymes vistors cyn aren the sie nd dileren information abe made valle athe on thal bain The CRM Sel Service application server can be run remotely rm the CHM dachi server iau Bok ben Sl Serie wd CRN For example cler cane case entre via the CRM system can be viewed on thee Servier Web site This funcional is achieved though ASP pae Chapter Summary The table below gives summary o each chapter Er mma rr An ovaviw TT Serre ropleneatne het appen Wien Sel terreri mut and cler Tynna or ling di Seit The Sal Service Web Alvi on designing a Sc Service Web SafServiceScuny An overview of Sei Service securi prm Adrian tank tha end ta be Admin med out CRM for Sel Service Caw Soylent tr crucial YT Seca Chapter2 Getting Started In haa hwyl you wil arn abet Prorat tnr Self Servi implementations sting Self Service a Regsrenenisioraeting up Sal Servis Prerequisites for Self Service Implementations Torun CRM Self Service you wil nent CRM tli oma server wh valid Sel Service eae hy 1 The same server software as for a typical CRM allan Refer to the Sito Abmiislor Cue for mone information Yon sany uu the Eetetnibiiny Madada depending on Be functional you egu o your Web ite Please reler lo Chapter 3 Customizing the Self AE Web Sie or mere information In
5. the Sipportarea 1 Select the gest Information hypertext link The Reque idormation ip fr ia died ESTE Fegaeres visos Finding Solutions 2 Complete the Description Details and Customer Ref fields andl selecta gredi from he Proc li expr ooo I ps pere Megan wir raut torn 3 Set the Save button The request for information is submitted to CRM which rst in a new yeu being created The opportunity can then be signed toa CRM user andi the request for Information del with Registered users can search the CRM Keer Base to fn solutions 7o fnd a soon 1 Click onthe Search f ton hyperlink in the Support aen of the Sal E RR 2 Type in the dts of the problem you want to finda solution for A ist of eatin thing your search cern ie dopey Now you can Cumt beala Leeren bayer E Click on the solution lypereni Lk o view th detail Note hat ymu can ue We Core buon ta cura to the Search page SX auae Nette eet et reer ttn rnt Describe he Sell Service chin availabe to aio yon and mse ian EST
6. Sage Accpac CRM Sage Accpac CRM Self Service Guide Copy 2005 Sge Technologies Limes par oth work AL rg en nnd ether dapat any dum ea rr won oe Ue LeAnn colin tse ag apd an ri Sap tt so yne dnw ordew Te Sp Gop PLC Contents Chapter 1 Introduction Chapter2 Getting Sarted Chapter 3 The Self Service Web Site Panning a Self Service Web Site Understanding Basie Self Service Architecture Chapter 4 Self Service Security Chapter5 Self Service Administration in CRM Chapter 6 Self Service Functionality mon eger Vis Lessing a New Ce myw bera Fixing alien Tacar Chapter1 Introduction Tin guide efor Sage CRM Inplemeniens Please note that while the document refers o Sage CRM CRM or the CRM system throughout all fusctoraty covered i also relevant to Sage CRM MME ge Acc CRM and Soline Accpac CHM We mune tit you have 1 Experiencein carrying out CRM implementations M A working knee of Ware blocks HTML crestion af Active Server Pages ASPs Ince Ho cuin yest C381 and general Web dear concep 8 Killed ite aniston lacy concep Whatis CRM Self Service CRM Self Serie lets ou create a Self Service Wel site that integrates traditional corporate Wob sites with Sage CRM With CRM Self Service customers can log onts the Self Service Web site to patiora farcies cim vyg aiunt lari opting pats t Tegai product ifcemafion The enient ofe asker icem
7. Seen Object Bob visors to poer a Cia via the Web Yi customise Self Servise ya nd ata frien Aditi Cassie in the norena way abe ee to he Ske Adirinisiratar Cue rene idera cyn acci cuiii Now you can With the Extensibility Module With the endy Modele you cam use the complet seo eWare Blacks to add esta fonction t your Self Service ite You reference the locks in ASP pages i the same way a you do within standard CRM One diference however that you reference the EWARISS JS Fle rather than the ACCPACCIM JS include file en all ASP page Using the CRM interface and ASP pages you can create new blocka for Self Servi ot ee esting Mare Hocker erie tem sh enirn Ym canal serena ole rend only o diable rici wat diet uei can dn the page User passwords ca bloated at Person oe Company level Beker to the Doer Gale fr information on Ware Hock sgen you cnd to eS Seeing AS og Enabling vistors to view pda information via the Web aite 4o Boablwg viskas bo view hir Vo pie ad adit them vin he Website Creating lends bon the information ped by the vis Contacting visitors diy by dh customer came department Now you can Plana Self Service Web ste 1 Understand base elf Service architecture Chea and ald functionality to a Sel Service Website EET Chapter4 Self Service Security Indi dagier you wil kenah Application Level Security RO lera malwr fec and cas options athe appliin ee Seer Lavel Securty CRM s
8. Service Web Site Indi hwyr you wil lem abet Understanding banie Self Service architect M Creating and adding functionality to a Self Service Web sit Planning a Self Service Web Site 7b begin creating a Self Service Web ste Lo Deseo design specifications far the lock a fl ofthe Webs well rie chiral He cute nire cn the s Revie the corporate Web sis an deicnine wheter pis can ren y Web pages loge and ber image Tas wl enable You reci the rk ard icd ie carporte Web sen your Seli Servies sile The evel of functionality you can include on your Self Service Web site and the extent to which you cm cstamiz depends on whether you have the steil Module The functionality available with and thou he E eceblit Modul diwed in Customizing he Self Service Web Sit in this chapter 3 You may wan st the dem Self Service West as a tempo rent sour Web site The demo site ie rested vou have the Eatery Modu aad you selected the Sampie Sof Service Sapport Site checks daring he The demo ste typically rated a CiProgam Flos Sage CRMACRBMSoISoniceDemo corta ASI pages that reference Wane Mock image ies and includes fies coding the EWARESS Jo le Thee files create he bai self Servie fecha Toa vill eed to carey cut farther customization cooing i Your implementation ryueemnent rdertandi Bade ser Understanding Basic Self Service Architecture Accessing the Ste The eWaressjs Fle Before you proceed to customize the Se
9. ation server can be run remotely from the CRM database server For example a customer eare ease entered nthe CM system an be views on the Self Serie Web ste The EWARESS JS fle is the component behind this functionality This fle works Inthe same way as a typical ACCPACCHN JS le but ti also responsible for atahng the link beeen the CRM database and the Self Servier database thon cour dato ibases concrete wth each cer 33 Sec Cstomieo the Sil senice Web Ste Mtis important to note that the EWARESSJS file rather than the ACCPACCKMIJS te eleenend in ali Self Service ASP pages For more information onthe ACCPACCEM JS and EWARESS JS files plese refer to the Customizing the Self Service Web Site The functionality available in the Self Service site and the estent to which ynu can tomire i depends on whether you have the Extensibility Module Without the Extensibility Module Without the Extensibility Modal you are limites to customizing a numberof pecie Hecke This may be sufficient depending on tplementiton agacenta The Macka re acca bon Adrian Cassia Entity tor Administration Customization Eni Serena Pease ert i abl blw for a description of he Screen and Lit orks al cam be asiad without the Entensity Module Te folowing table desis the blocks reference in the Self Service dema Web WockName Type offlock Description pm me Fr Dipl ated C opperen tar an Seen Set Enable atone myr Lupperumisenry
10. guration page Faa Desc pon Buskare aver The type ol driver on which ihe Sel Servi ditus ci DatsaneSaver The name ofthe sever on which ie i Service database st Daime Name The name of hell Seres databace Database Uses Name The ID ofthe user who wll eud Incomes tthe Sl Serve pes Daniae Pamani Thepenwwdol Benn Wha wil eee toconmect 0 the Belt Service dee Epoa eyed ive aiae CRM database i The same of the sever cn lih CRM database i rici er em sume othe CRM dae Euer Uer Name The Bof thew who wil wd io connect tthe CRM database Exe Tiepesesteserwhiwil feed connect othe CHO bos Sanip Haw lang efe Servi aam fin last for itl the eri logged cat Enabling a Pesan torser Sec Visitor Maintenance Suppose you want to seme all anonymous visitors who have not visited your bi nthe past in monte frorn the Var Lis T remove anonymous vistors 1 Select the Visitor Maintenance tab 2 Type in the Delete Visitors field COTE o CEE as E pee o 3 elei the Delete button You ane asked you are sure yous want ta paced with the deletion 4 Select the Canfirm Delete button Ave visticswha vet gpd oct te ii the at monn amen fom he Visor Lit Enabling a Person for Self Service enable a person for Sai Sonic 1 Find the person you wish to enable and elik on the hypertext id their more todiepis the Person umma pa 2 Select the Sel Service tab The Se Servise page is displayad
11. lf Service Web sits you ned to have an andaman ng c banc Sl Servise hoc Self Service fanetionality enables users to asees the Self Servier Web sit in Registered Mode or Anonymous Mode Registered Mode Registerad Self Service users ihat s People or Companies registered in the CRNI system can lg onto the Se Service site ew relevant inlormation and elom neon such ae reporting a problem o requesting product formation An identifier in CRM Sf Tech bcn ain ghisa a rer basia il ubertate Mac to peser uir Anonymous Mode Users an ene the Self Service site on the Web they would any other site CRM technology enable ink 10 be eat toon e una bruene ond the CRM Self Service server The server Wil rest conned ior tau ue elk t pev vss tir Veto infor sto the Self Service database k bc visitors talles iore The Visitors table toes information related to both anonymous and registerad visitare When am anonymons visitor goes to the CRM se and asks for a Web page a text iring stored on the hand drive The nest ime the yl etuer tothe same page they ga cookin The cookie man 1D for le vinitor 11 MisiorProie CRM can track the number of times each visitor logs onto the system Habe on thi information a potential cisomer can be generated an Pad aid the toni facea pend dong inthe canoer Yoa can nme the ype information that stored in CRM about roter adire bad m egt und pole ferai tare i he Visitor ofi abe The CIN Self Service applic
12. stalling Self Service During the CRM instalation My haye the Extent Module you are asked if you want o install a mo Self Service Website Select th rape Self Service Sapat ite Sheen to install the sits and ue ta empate fos the CHM Self Service Web site Fr mane information on the deme ell Barvice Web siin sefer ta the Chapter Designing the Sel Servise Web Sie When you install CRM Self Service the following takes place by default 1 Anew data called CRAI eric crest contain voip ables or storing visitor detaila Visor and Visitar Pole Anes option called Self Service comes valle on te CM Administration System home page This enables yon Io configure CRM for Sa Servier uet rain Bell Service vaio information A Salt Service ab benanta available whan yas iei he Pest anid Company context This aloes People andi Companies in CRM ta be enabled sung up Ser sence for Self Servior and lets you assign a Self Service logon ID and pasvord to tem Setting up Self Service Once Sel Service has ben installed thene ane a bero tn tha need to be are out mally betore CRM Selt Service fully functional Step include M Panning your Selt Service Website Bey Se So mnr 4 Chain Sel Service adsit setting Tissue trie in mv datait is the at chap Now you can Xo Engine presque br Savoy o Describe what happens when you al Sl Service 1 Elek he iens for seting up Sel Sri Tr Sec Chapter3 The Self
13. tis iie virt wae ot regles a CRM Self Service aet odiis brodor do ot have logon Dar ymnwnri acces certa areas of these Service ste The following example tates what fanetionality cre gne pecially fo anonyme eser Note Ths functionali not farei implemented in deo Avis teca a e vs ace t ceci aei he Wib die Thy navigate tothe areas simply by cheking on the relevant links Anonymous rers eam aces the following areas of he Panoply Web ie 4 About Us an infomation page Syndr pni Support amanymous users can only get as faran the support logon papa butte they are aot rend users thev cannot nl Ihe Uppert area a Conc Usan tn page Condit erin pry 4 Hose ome page 4 Newnleier m pag with specie Sl Service ney Newesetter The Newsletter area of the Pano Self Service site arn designed especially for To accessthe Nevrdeteraren ofthe she 1 Select the Newsletter tab The Newsletter input form is displayad 2 Compl the fields on the input fo TII Fegaeres visos 3 Sct the Save button When you do this the infarmation typed by the strstr as a lesd n CRM Fram here the eat can be amigo CRM uer the visitor can e converted toa Peron in CRM and the lad can be eventually converted iais an oppor Registered Visitors opened visitors must already exist as pee individus or companies in ORM and they most have ben enabled or el Service and aded a Self Servic oon ID and pasword The following example llustrstes what oily
14. upports all industry server security standardis amd theme art a aber of cho avast mattie a Salf e v sever Si mcwn iu Layar erg plebe epee enweu elisa wih inl oa When an SS ween memes Haee rusts publie key to the browser Intus the browner cs this key 19 hda randomly generated key bck to he sever As a rt there ira cmt key exchange or he session When aes SSL ene pon CRM aware of this and when the dient attaches any documento frm in CRM sede through the emery pied eina A rewal cai be ed to restrict uated acce to the database Firemalls are commonly employed 1o give uers cum am the Internet and tthe same ime separates companys Web server fonte internal network Veris types o firewal are alee nating pachat lier pris serve NAT nehwrar drca anao md Fell tha adhere to stateful swper ton technology dade CRM Sel Service can rum behind firewall in der ope the server from malicious attacks ant allow only eertain pese teractions to take place The CRM Self Service server cam be pial separated rom e CIRM server andl a firewall can be old around the CRM server Database Level Securty CRM Self Service users do not have dint aces tothe database The CIN Self Service pages opened by the mser send quate via I othe Ware DLL to arcs e database Network Securty CRM supports all industry standard network encryption pere Now you can VI Chapter 5 Self Service Administration in CRM In dis chapter you il leam
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