Getting Started with CRM

Roles

Start setting up your system by assigning your employees with appropriate roles and add them the groups of the required selling directions. It needs to be done in order for them to access the agent interface. The "out-of-the-box" solution includes five roles:

• crm_certificate_manager – the employee responsible for the creation of the certifications and emissions of the certificates.
• crm_marketeer – the employee responsible for the marketing campaigns and marketing lists management. 
• crm_admin – the CRM system administrator.
• crm_read_admin –the CRM system administrator that can read all application records without creating, updating or deleting them. 
• crm_sales – employee from the sales department responsible for the processing of leads and opportunities. 
• crm_manager – the leader of the sales department that can process the leads, work with the opportunities and manage them. 
• crm_pam – the account manager responsible for a partner company. The user with this role can read the opportunities of their selling direction and edit the opportunities, in which the Partner field is filled in with the company the user is Responsible for. 
• crm_presale – pre-sale manager. The permissions of this role are identical to crm_pam.

Detailed information about access levels is presented in the ACL article. Extended information on the CRM application roles is available in the article Role Structure. Apart from that, you can find notes about required access level in the articles of CRM documentation. 

Selling directions

After the configuration of the roles, you need to assign employees to the Selling directions. Selling direction is an organizational structure used for the grouping of the employees depending on their field of activity. An employee's selling direction is automatically added to the corresponding field on the forms Leads, Opportunities, Customer companies, Content.

You can see existing selling directions in the table Selling Directions (crm_selling_direction).

To create a selling direction, complete the steps below:

1. Navigate to CRM → Settings → Selling directions.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply the changes. 

Selling Direction form fields 

Partner portals

You can create a partner portal for each selling direction and limit access to it so that it is only available to the employees of the same direction. The system will redirect the employess of other directions to their corresponding portals or to the self-service portal. That is, it is impossible for them to acces the portal of another direction.

To create a partner portal, complete the following steps:

1. Navigate to CRM → Settings → Selling directions.
2. Find the required selling direction in the list and open its form.
3. In the burger menu , click Create partner portal.
4. Fill in the Path name field. This path name will be used to open the portal.
5. Click Create.

The system will redirect you to the created portal form, where you can configure the portal structure and activate the portal.

You can configure the user criteria after the creation of the portal if you want to limit the access to the portal based on the selling direction of a user. To do so, configrue the portal context after the creation of user criteria.

Opportunity stages

Prior to the start of the work, you can configure opportunity stages by adding the new stages or editing the existing ones. The "out-of-the-box" CRM application provides default opportunity stages. You can find their description in the Process Opportunities article.

To create an opportunity stage, complete the steps below:

1. Navigate to CRM → Settings → Opportunity stages.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply the changes. 

Opportunity Stage form fields 

Task chains

The tasks can be created automatically when the responsible employee moves the opportunity to a new sales stage. It allows for automation of business processes. Use task templates to configure this system. 

To create a CRM Task Template, complete the steps below:

1. Navigate to CRM → Settings → Task chains.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply the changes. 

CRM Task Template form fields 

Script actions

You can configure the scripts that should be ran when a task is created from a template. It allows for the automation of the opportunity processing.

To create a CRM Script Action, complete the steps below:

1. Navigate to CRM → Settings → Script actions.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply the changes. 

CRM Script Action form fields 

(function executeCRMAction(opportunity, crmTask, employee) {
    opportunity.additional_comments = "Comment was added by CRM Action Script";
    opportunity.update();

    crmTask.additional_comments = "Comment was added by CRM Action Script";
    crmTask.update();

    crmTask.additional_comments = employee.display_name;
    crmTask.update();
})(opportunity, crmTask, employee);

SharePoint

CRM application is intended to be used together with MS SharePoint for storing the documents and content. This allows for the creation of folders in MS SharePoint from the CRM application. 

To configure the SharePoint settings, complete the steps below:

1. Navigate to CRM → Settings → SharePoint settings.
2. Click New and fill in the fields.
3. Click Save or Save and Exit to apply the changes. 

SharePoint Settings form fields 

In order to open the folder structure from the forms Opportunity, Customer Company, Offering, Content, click the button with the folder icon on the Documents tab:

• To add a folder, click Create. The link to the created folder is added to the corresponding field automatically.
• To open the created folder, click Open. This button is available after the folder creation. SharePoint is opened in the new browser tab.

Products

Before the start of the work, add the products of your company to select them on the Lead, Opportunity and other forms.

To configure a product, complete the steps below:

1. Navigate to CRM → Settings → Products.
2. Click New, specify product name and status. 
3. Click Save or Save and Exit to apply the changes.