Sage CRM 7.2 System Administrator Guide

Sage CRM
7.2 System
Administrator
Guide
© Copyright 2013 Sage Technologies Limited, publisher of this work. All rights reserved.
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any medium without prior written consent of Sage Technologies Limited.
Use of the software programs described herein and this documentation is subject to the End User Licence Agreement
enclosed in the software package, or accepted during system sign-up.
Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC. All other marks are trademarks or
registered trademarks of their respective owners.
Contents
Chapter 1: About This Guide 1-1

How this Guide is Organized 1-1
Chapter Summary 1-1
Chapter 2: Administration Overview 2-1
The Role of the System Administrator 2-1
Accessing the Administration Area 2-1
In-Product Help 2-1
Chapter 3: User Setup 3-1
Accessing User Administration 3-1
New User Setup, Step 1 of 3 3-1
User Panel Fields 3-3
Giving a User Info Manager Rights 3-5
More User Details Panel Fields 3-8
Security Panel Fields 3-9
User Preference Fields 3-12
CSV Input/Output Matrix 3-17
Changing User Details 3-18
Changing User Preferences 3-19
Changing a User’s Security Profile Rights 3-19
Viewing User Activity History 3-19
Reassigning Records and Disabling Users 3-20
Using Reassign and Disable 3-20
Using the Reassign Button 3-22
Using the Disable Button 3-22
Deleting a User 3-22
Chapter 4: Security Management 4-1
Introduction to Security Management 4-1
Setting Up Security Profiles 4-2
System Administrator Guide Contents – i

Contents
Adding a New Security Profile 4-3

Assigning a Security Profile to a User 4-4
Deleting a Security Profile 4-5
Adding New Territories 4-5
Assigning a Territory to a User 4-6
Implementing Territories in Practice 4-6
Assigning a New Record to a Territory 4-7
Territory Assignment Rules 4-8
Default Rules Example 4-8
Rules Table 4-9
Adding View Rights to Higher Territories 4-10
Maintaining Territories 4-10
Editing Territories 4-11
Moving Territories 4-11
Merging Territories 4-12
Rebalancing Territories 4-12
Security Policies 4-13
Enabling Territory Settings 4-13
Use Created By, Assigned To, and Team Special Territories 4-13
Allow Absolute Territories In Profiles 4-14
Use The User's Sibling Territories 4-15
Use The User's Parent Territory 4-16
Allow Users Direct Rights In Territories 4-16
Changing Password Policies 4-17
Chapter 5: Teams 5-1
What is a Team? 5-1
Putting Teams to Use in Your Organization 5-1
Example: Tracking Communications by Team 5-1
Example: Creating Tasks for Teams 5-1
Example: Assigning an Opportunity to a Team 5-2
Example: Reassigning Unresolved Cases 5-2
Creating a New Team 5-2
Contents – ii Sage CRM

Contents
Assigning a User to a Team 5-3

Setting User Access to the Team CRM Button 5-3
Deleting a Team 5-3
Team fields 5-3
Chapter 6: User Activity 6-1
Viewing User Activity for All Users 6-1
Viewing User Activity for an Individual User 6-1
Enable Locked Out Users to Log In 6-2
Archiving User Activity Records 6-2
Running User Activity Reports 6-3
Check Current and Inactive Users 6-3
Chapter 7: Import Users 7-1
About Import Users 7-1
Import Users, Step 1 of 4 7-3
Re-importing Users 7-6
Chapter 8: User Configuration Settings 8-1
User Settings 8-1
Chapter 9: User Templates 9-1
Changing the Default User Template 9-1
User Template Setup, Step 1 of 3 9-1
Setting up a New User Based on a Template 9-3
Changing Template Details 9-4
Changing Template User Preferences 9-4
Changing Security Profile Rights associated with a User Template 9-5
Deleting a User Template 9-5
Chapter 10: Standard Classic Dashboards 10-1
Creating a Standard Classic Dashboard 10-1
System Administrator Guide Contents – iii

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Customizing the Classic Company Dashboard 10-2

Chapter 11: Translations 11-1
Working with Translations and Coaching Captions 11-1
Modifying Language Translations 11-2
Inline Translation Mode 11-2
Renaming a Field 11-2
Field Customization Method 11-3
Translations List Method 11-3
Creating New Languages "On-the-Fly" 11-4
Translations Page "don'ts" 11-4
Translation Details Page Fields 11-4
Customizing Help 11-5
Customizing Context-Sensitive Help Links 11-6
Supporting Multilingual Context-Sensitive Help 11-7
Adding and Editing Text for On-screen Coaching 11-7
Adding and Editing Field Level Help 11-8
Chapter 12: Component Manager 12-1
Introduction to Component Manager 12-1
Uploading and Installing Components 12-2
Preparing to Install the Component 12-2
Uploading Components 12-2
Installing Components 12-3
Chapter 13: Field Customization 13-1
Important things to know before you start 13-1
Adding a New Field 13-1
Example: Adding a New Field to the Company Table 13-1
Example: Placing the New Field on the Company Entry Screen 13-2
Example: Adding a New Check box to the Address or Person Type 13-2
Example: Adding a Search Select Advanced Field 13-3
Modifying an Existing Field 13-5
Example: Adding a Selection List to an Existing Field 13-5
Example: Modifying the Default Field Properties 13-6
Contents – iv Sage CRM

Contents
Example: Modifying the Width of a Text Box 13-6

Deleting a Field 13-6
Using Field Security 13-7
Accessing Field Security 13-7
Adding Security Types for a Field 13-8
Customizing Lead Mappings 13-9
Mapping Leads to Opportunities 13-11
Mapping Leads to Companies and People 13-12
Customizing Solution Mappings 13-13
Change Database Field Properties fields 13-14
Standard Fields 13-14
Non-standard fields 13-15
Entry Types 13-16
Chapter 14: Screen Customization 14-1
Adding a Field to a Screen 14-1
Modify the Layout of an Existing Screen 14-2
Example: Modify the Layout of the Person Find Screen 14-2
Example: Modify the Layout of the Context Area 14-3
Inline Screen Customization 14-3
Maintain Screen Definition Page Fields 14-4
Chapter 15: Advanced Screen Customization 15-1
Introduction 15-1
Field Security 15-1
Scripting using the Sage CRM Client-Side API 15-1
Scripting using Generic JavaScript 15-1
Customizing Screens with the Client-Side API 15-2
What kind of changes can I make? 15-2
Where do I implement my changes? 15-2
I'm no coder, what are the basics? 15-2
Examples Using the Client-Side API 15-3
Adding text effects to specific fields 15-3
Adding highlights to all required fields 15-3
System Administrator Guide Contents – v

Contents
Adding a Print button to a page 15-4

Changing a value in one field based on a selection in another field 15-4
Display a message to the user if a check box is left blank 15-5
Adding HTML and Generic JavaScript to Custom Content 15-6
Using Generic JavaScript in Field Level Scripting 15-6
Server-side 15-6
Client-side 15-7
Objects Accessible in CRM Scripting 15-7
Server Side JavaScript (Create, Validate) 15-7
Client Side JavaScript (OnChange) 15-8
Adding Field Level Scripts using JavaScript 15-8
Create Script 15-9
OnChange Script 15-12
Validate Script 15-15
Chapter 16: List Customization 16-1
Which Lists can you Customize? 16-1
Adding a New Column to a List 16-2
Example: Adding a Column to the Communication List 16-2
Modify the Layout of an Existing List 16-2
Example: Changing the Opportunity List 16-2
Modify the Layout of an Existing Grid 16-3
Example: Changing the Quote Items Grid 16-3
Advanced List Customization 16-3
Adding a Create Script to a Grid 16-4
Adding Custom Content to a Grid or List 16-4
List Definition Page Fields 16-5
Chapter 17: Tab Customization 17-1
Which Tabs can you Customize? 17-1
Modifying Tab Groups 17-1
Example: Changing the Person Tab Group 17-1
Example: Removing a Tab from the Company Tab Group 17-2
Adding a New Tab 17-2
Contents – vi Sage CRM

Contents
Tab Customization Actions 17-2

List Actions 17-3
Related List Actions 17-4
Summary Actions 17-4
Entry Actions 17-5
Edit and Progress Actions 17-5
Find Actions 17-6
Tab Actions 17-6
Other Actions 17-6
Tab Fields 17-7
System Menus and Tab Groups 17-8
Chapter 18: View Customization 18-1
Prerequisites 18-1
Introduction 18-1
Customizing Views 18-2
Example: Changing a Mail Merge View 18-2
Creating a New View 18-3
Example: Creating a New View for use in Reports 18-3
Example: Creating a New View for use in a Group 18-6
Example: Creating a New View for use in a Keyword Search 18-8
Example: Creating a New View for SData Access 18-9
Deleting an Existing View 18-10
Tips and Troubleshooting 18-10
Chapter 19: External Access 19-1
Changing External Access Settings 19-1
Chapter 20: Summary Reports 20-1
Introduction to Summary Reports 20-1
Customizing Summary Report Header Content 20-2
Customizing Summary Report List Output 20-2
Chapter 21: Notifications 21-1
Introduction to Quick Notifications 21-1
Creating Onscreen Notifications 21-1
System Administrator Guide Contents – vii

Contents
Creating E-mail Notifications 21-3

Chapter 22: Web Leads 22-1
Web Leads 22-1
Customizing the Web Lead Screen 22-2
Web To Lead Configuration Settings 22-2
Chapter 23: Key Attribute Profiling 23-1
Introduction to Key Attribute Profiling 23-1
Quick Start Example 23-1
Step 1: Adding Categories 23-2
Step 2: Setting up Key Attribute Lists 23-3
Step 3: Adding Fields 23-4
Step 4: Creating the Call Handling Category Group 23-6
Step 5: Generating the Outbound Call List 23-7
Step 6: Using Key Attribute Profiling 23-7
Designing Key Attribute Profiling Structure 23-8
Using the Depth of the Categories and Inheritance 23-10
Setting up the Categories 23-14
Creating Categories 23-14
Deleting a Category 23-15
Setting up Key Attribute Lists 23-15
Adding Fields to Categories 23-16
Defining Category Groups 23-17
Displaying Key Profiling Data on a Tab 23-18
Working with Key Attribute Profiling Data 23-18
Adding Key Attribute Data Search Criteria to Reports 23-19
System Categories 23-20
Default Activities 23-20
Groups listed as Group Entries 23-20
Category Fields and Field Types 23-21
Chapter 24: Workflow Customization 24-1
What does Workflow do? 24-1
Configuring the System for Workflow 24-2
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Contents
Workflow Terminology 24-3

Workflow 24-3
State 24-3
Rule 24-4
Action 24-5
JavaScript Conditions 24-6
SQL Trigger Clauses 24-6
Using the ## and # Symbols 24-6
Steps to Build a New Workflow 24-8
Before You Start 24-8
Inserting a New Workflow 24-10
Creating Workflow States 24-10
Setting up the Primary Rule(s) 24-10
Adding Transition Rules 24-12
Adding Actions to Rules 24-14
Overview of Actions 24-15
Adding Actions to Different Rule Types 24-16
Set Column Value 24-17
Set Column Value Fields 24-18
Reset Column Value 24-19
Reset Column Value Fields 24-19
Display Field For Amendment 24-20
Display Field For Amendment Fields 24-21
Show Message On Screen 24-22
Show Message On Screen Fields 24-22
Create Task 24-23
Create Task Fields 24-23
Create Opportunity 24-25
Create Opportunity Fields 24-25
Create Case 24-26
Create Case Fields 24-26
Create Solution 24-28
System Administrator Guide Contents – ix

Contents
Create Solution Fields 24-28

Create Lead 24-29
Create Lead Fields 24-29
Create Merge Document 24-31
Create Merge Document Fields 24-31
Execute SQL Statement 24-31
Execute SQL Statement Fields 24-32
Run Stored Procedure 24-32
Run Stored Procedure Fields 24-33
Show Notification On Screen 24-33
Show Notification On Screen Fields 24-34
Send E-mail 24-34
Send E-mail Fields 24-34
Send SMS Message 24-35
Send SMS Message Fields 24-35
Create Task For Group 24-36
Create Task For Group Fields 24-36
Create Document For Group 24-37
Create Document For Group Fields 24-37
Export Group To File 24-38
Export Group To File Fields 24-38
Create Outbound Call List 24-38
Create Outbound Call List Fields 24-38
Defining JavaScript Conditions 24-39
JavaScript Condition Example 24-40
Using Labels in JavaScript Conditions 24-41
Conditional Rules 24-42
Adding Escalation Rules 24-43
Cloning Rules 24-45
Chapter 25: Escalation Rules 25-1
Introduction to Escalation Rules 25-1
Adding a New Escalation Rule 25-1
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Escalation Rule Fields 25-2

Chapter 26: Workflow / Escalation Configuration 26-1
Workflow/Escalation Settings 26-1
Chapter 27: Deduplication 27-1
Enabling Deduplication 27-1
Customizing the Deduplication Screens 27-1
Adding Fields to the Company Dedupe Search Screen 27-2
Setting up Match Rules 27-2
Creating Company Name Clean Up Lists 27-3
Setting up Remove Rules 27-3
Setting up Replace Rules 27-4
Company Name Clean Up Settings 27-4
Chapter 28: Data Upload 28-1
How Data Upload Works 28-1
Enabling Data Upload 28-2
Import File Requirements 28-2
CSV Import File Preparation 28-3
MS Excel Import File Preparation 28-3
Running the Data Upload 28-3
Configuring the Upload 28-3
Data Upload Fields 28-4
Configuring the Mappings and Dedupe Rules 28-6
Creating a Mapping 28-6
Data File Page Fields 28-7
Multiple Field Settings 28-8
Setting Field Level Dedupe Rules 28-9
Handling User and Territory Mappings 28-10
Previewing the Data 28-11
Preview Data Fields 28-11
Performing the Upload 28-12
Hints and Troubleshooting 28-12
Reprocessing a Data File 28-12
System Administrator Guide Contents – xi

Contents
Mapping Addresses 28-13

Checking Mappings 28-13
Multiple Files 28-13
Interactive Mode 28-13
SQL Cleanup 28-13
Timeout Expiry Message 28-16
Frozen Screen 28-16
Chapter 29: Products 29-1
System Behavior Settings 29-1
Product Configuration Settings 29-2
Setting up a Simple Product Structure 29-3
Setting up Products 29-3
Setting up a Complex Pricing Structure 29-4
Setting up Price Lists 29-4
Setting up Units of Measure Families 29-5
Setting up Units of Measure 29-5
Setting up Product Families 29-6
Setting up Products in a Matrix 29-6
Using Multiple Currencies with Products 29-7
Working with Opportunity Items 29-8
Making Changes to Products 29-8
Deleting a Product 29-9
Chapter 30: Multicurrency Support 30-1
Enabling Multicurrency Support 30-1
Currency Considerations 30-1
Changing the Base Currency 30-2
Setting up Currencies and Rates 30-2
Adding Currency Fields to Screens 30-3
Setting Currency Preferences 30-3
Chapter 31: Sales Forecast Configuration 31-1
Forecast Settings 31-1
Chapter 32: Related Entities 32-1
Contents – xii Sage CRM

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Adding New Relationship Types 32-1

Related Entity Design Tips 32-2
Changing Relationship Types 32-3
Deleting Relationship Types 32-3
Customizing Related Entities Search Select Lists 32-3
Reporting on Related Entities 32-4
Relationship Definition Fields 32-4
Chapter 33: E-Mail Configuration and E-mail Status 33-1
Understanding the E-mail tools 33-1
How do I want to send e-mails? 33-1
How do I want to record outbound e-mails? 33-2
E-mail/SMS Settings 33-2
Advanced E-mail Management Server Options 33-4
E-mail Status 33-5
Chapter 34: Embedded E-Mail Editor 34-1
Introduction to Embedded E-mail Editor 34-1
Configuration Settings 34-1
Choosing a mail delivery method 34-2
Setting E-mail Aliases 34-3
Setting up E-mail Templates 34-4
Translating Reply and Forward Header Text 34-5
Chapter 35: E-mail Management 35-1
Introduction to E-mail Management 35-1
Prerequisites 35-1
Standard CRM E-mail 35-2
E-Mail Management Functionality Overview 35-2
How E-mails are Processed 35-3
Running the CRM Mail Management Service Application 35-3
Installing the Service Application Manually 35-4
Uninstalling the Service Application 35-4
How Errors are Processed 35-4
Setting up E-mail Management 35-4
System Administrator Guide Contents – xiii

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E-mail Management Configuration Settings 35-5

E-mail Management Server Options 35-5
Additional Steps for MAPI 35-6
Working with the Communication Template 35-6
E-mail Out 35-6
E-mail In 35-8
Attachments to E-mails 35-9
Rules Applied to the E-mail Handling 35-10
Working with the Support Template 35-10
Adding E-mail Addresses to E-mail Management 35-11
Handling Support E-mails 35-12
Adding Rulesets to the E-mail Service 35-13
Rules Panel Fields 35-15
Customizing Script Templates 35-15
Object Reference 35-16
Troubleshooting Tips 35-17
E-mail Mail Management is not Filing Outbound E-mails 35-17
E-mail Management is Creating Two Communications 35-18
CDOSYS is Having Problems Sending E-mails Out 35-18
E-mail Address Options Fields 35-19
Chapter 36: Exchange Integration 36-1
What is Sage CRM Exchange Integration? 36-1
Exchange Integration Overview 36-3
Preparing the Exchange Server 36-3
Configuring Exchange 2007 36-3
Configuring Exchange 2010 36-4
Enabling Exchange Server Integration 36-5
Creating a Connection to the Exchange Server 36-5
Troubleshooting Connection Problems 36-6
Exchange Server Connection Fields 36-6
Enabling User Mailboxes for Synchronization 36-8
Setting Exchange Synchronization Options 36-9
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Synchronization Management Fields 36-9

Enabling Exchange Synchronization 36-13
Optimizing the Initial Synchronization 36-14
Overview 36-14
Initial Sync Completion Time 36-14
Staggered Process for the Initial Synchronization of Large Data Volumes 36-15
Deploying the Exchange Sync Engine on a Remote Server 36-15
What is Synchronized? 36-17
Contacts 36-18
Appointments 36-20
Tasks 36-22
Task Status 36-23
Understanding Synchronization Errors 36-23
Standard Errors 36-24
Fatal Errors 36-24
Working with Exchange Integration Logs 36-25
Installing the Outlook Plug-in for Exchange Integration 36-26
Using Active Directory Group Policy to Install the Outlook Plug-in for Exchange
Integration 36-26
Preparing the Active Directory Group Policy Deployment 36-26
Installing via Group Policy for Specific Machines 36-27
Disabling the Plug-in from the Registry 36-27
Outlook Plug-in Installer Parameters 36-28
Chapter 37: Classic Outlook Integration 37-1
Changing Classic Outlook Configuration Settings 37-1
What is Synchronized? (Classic Outlook Integration) 37-1
Contacts (Classic Outlook Integration) 37-2
Appointments (Classic Outlook Integration) 37-3
Tasks (Classic Outlook Integration) 37-4
Customizing Task and Appointment Details (Classic Outlook Integration) 37-5
Task Status (Classic Outlook Integration) 37-5
What happens when you "Add Contact" to CRM (Classic Outlook Integration) 37-5
System Administrator Guide Contents – xv

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Using Data Upload for Classic Outlook Integration Contacts 37-6

Translating Classic Outlook Integration Messages 37-6
Chapter 38: E-marketing Configuration 38-1
What is E-marketing? 38-2
Synchronization Times 38-2
Activating the E-marketing Service 38-4
E-marketing Account and User Fields 38-5
Account Details Panel 38-5
User Details Panel 38-5
User & Contact Details Panel 38-6
E-mail Details Panel 38-7
Adding Users to the E-marketing Account 38-7
Viewing or Upgrading E-marketing Account Options 38-8
Editing E-marketing Users 38-8
Editing E-marketing Account Details 38-9
Cancelling the E-marketing Account 38-9
Re-activating the E-marketing Account 38-9
Chapter 39: Document Templates 39-1
Important things to know before you start 39-1
Mail Merge Views 39-2
Performing a Mail Merge 39-3
Uploading an Image File 39-3
Creating a New Template and Adding Merge Fields 39-4
Creating a New Template in Microsoft Word 39-5
Uploading a New Template 39-5
Changing an Existing Word Document Template 39-6
Creating a Quote or Order Template 39-8
Creating a Word Label Template 39-9
Deleting a Template 39-10
Troubleshooting Document Templates 39-10
Quote or Order Mail Merge Error 39-11
Custom Merge Field Error 39-11
Contents – xvi Sage CRM

Contents
Chapter 40: Document And Report Configuration 40-1

Documents/Reports Settings 40-1
Chapter 41: Library Management 41-1
What is Library Management? 41-1
Viewing the Library Size 41-2
Deleting Library Items 41-2
Chapter 42: System Settings 42-1
Accessing System Settings 42-1
Accessing Logging Settings 42-1
Logging Panel 42-1
Select Log Files Panel 42-2
Database Settings 42-2
Refreshing Metadata 42-4
System Behavior Settings 42-4
Keyword Search 42-7
CRM Indexer Service 42-7
Keyword Search System Settings 42-8
Lock the System 42-9
License Key Details 42-10
Proxy Settings 42-11
Chapter 43: Locks 43-1
What is a Lock? 43-1
Session Lock 43-1
Table Locks and Record Locks 43-1
Viewing the Locks Status 43-1
ASP Record Locking 43-2
Chapter 44: Timings 44-1
Introduction to Timings 44-1
Creating a Business Calendar 44-1
Applying Business Calendars 44-2
Measuring Elapsed Time 44-3
Example 1: Standard CRM Business Calendar 44-3
System Administrator Guide Contents – xvii

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Example 2: Seven Day Week Business Calendar 44-4

Creating a Holiday Set 44-4
Setting up SLAs 44-5
Adding Escalation Rules 44-7
Applying SLAs to Companies and Cases 44-8
SLA Warning Flags 44-9
Chapter 45: Web Services 45-1
Web Services Settings 45-1
Chapter 46: Themes 46-1
Changing the Default Theme 46-1
Adding a New Theme 46-1
Making a New Theme Available in CRM 46-4
Customizing Report Charts 46-5
Example: Changing the Background Color 46-5
Using FusionWidgets 46-5
Chart Display Options with the Adobe Flash Player 46-5
Glossary of Terms i
Index i
Contents – xviii Sage CRM

Chapter 1: About This Guide
This guide is for Sage CRM System Administrators.

We assume that you are:
l A confident Sage CRM end user.
l Fully conversant with the topics covered in the User Guide.
How this Guide is Organized

Chapter Format
Each chapter follows the same format:
l A checklist to set the goals for each chapter.
l Step-by-step examples to give you hands-on practice of each section.
l Tables to explain the meaning of fields.
Chapter Summary
Part I: Getting Started
Chapter Description
Administration Overview An introduction to the role of the System Administrator,

and how to access the Administration area.
Part II: User Administration
Chapter Description
User Setup How to add and change user details.
Security Management How to set up user security profiles, territories, and

security policies, and password policies.
Teams What Teams are used for, how to set them up, and how
to assign users to teams.
User Activity How to view user activity by user and for all users.
Import Users How to add users stored in Microsoft Active Directory

(AD) to Sage CRM in a batch process.
User Configuration Settings An explanation of user configuration settings.
User Templates How to set up a new user template, and how to set up a
new user using a template.
Standard Classic Dashboards How to set default Standard Classic dashboards.
System Administrator Guide 1-1

Chapter 1
Part III: Customization
Chapter Description
Translations How to maintain multiple languages and change

existing translations for single language use.
Component Manager How to import components from a customized

implementation.
Field Customization How to create and modify fields, including field-level

security.
Screen Customization How to modify screen layout.
Advanced Screen Using Field Level Scripting to make advanced

Customization modifications to screens.
List Customization How to customize the layout and content of lists and
grids.
Tab Customization How to modify and add tabs, and how to use System
Menus to customize the look and feel of the
Administration work area.
View Customization How to modify existing views and create new ones.
External Access How to change Web Services and SData access

settings.
Summary Reports How to customize summary reports.
Notifications How to create onscreen and e-mail notification rules for

main entities.
Web Leads How to generate leads directly from a customer Web

site.
Part IV: Advanced Customization
Chapter Description
Key Attribute Profiling How to set up dynamic sets of data for use in marketing
campaigns, groups, and outbound call handling.
Workflow Customization How to enable workflow and how to customize and

create new workflows.
Escalation Rules How to edit and create escalation rules outside of

workflows.
Workflow/Escalation An explanation of Workflow and Escalation

Configuration configuration settings.
1-2 Sage CRM
Chapter 1: About This Guide
Part V: Data Management
Chapter Description
Deduplication How to set up deduplication screens and match rules.
Data Upload How to load company and lead data into CRM from
CSV and MS Excel spreadsheet format.
Products Where products are used, and how to set up and

maintain product information.
Multicurrency Support How to enable and set up multicurrency support.
Sales Forecast Configuration An explanation of Sales Forecast configuration

settings.
Related Entities How to create predefined links between entities so that

end users can set up relationships between records.
Part VI: E-mail and Documents
Chapter Description
E-mail Configuration and E- An explanation of e-mail configuration settings, and

mail Status how to check the status of the E-mail Manager service.
Embedded E-mail Editor How to set up e-mail templates and To and From
addresses.
E-mail Management How to set up e-mail management for automatic filing

of inbound and outbound e-mails.
Exchange Integration How to configure Sage CRM for Exchange Integration.
Classic Outlook Integration How to enable a user for Classic Outlook Integration,
and information on what data gets synchronized
between CRM and Outlook.
Lite Outlook Plug-in Download the files required to roll out the Lite Outlook
Plug-in for Sage CRM (Cloud) using Active Directory
Group Policy.
E-marketing Configuration How to set up and manage E-Marketing for Sage CRM.
Document Templates How to change existing and create new document

templates.
Document and Report An explanation of Document and Report configuration

Configuration settings.
Library Management Managing your library storage.
Crystal Reports How to set up Crystal Reports for use within the
system.

Chapter 1
Part VII: System Configuration
Chapter Description
System Settings An explanation of the System Configuration Settings.
Locks Overview of what Locks are and how to access them.
Timings How to set up Service Level Agreements (SLAs),

Business Calendars, and Holiday Sets.
Web Services Overview of the Web Services settings.
Themes How to change the user interface look and feel.
1-4 Sage CRM
Chapter 2: Administration Overview
In this chapter you will learn how to:
l Perform the role of System Administrator.

l Navigate the Administration area.
The Role of the System Administrator

Your role as system administrator may cover the following areas:
l First-level user support.
l Periodic customization tasks, such as product list maintenance and document template
modifications.
l Occasional advanced customization tasks such as changing selection lists and screen layouts.
l User administration.
l Housekeeping and backup/recovery tasks.
l Data security.
Accessing the Administration Area
Administration button
Click on the Administration button and briefly review the Administration home page. This page lists
the broad administration areas in the system and provides a description of each area. From here (or
from the Administration menu on the left hand side of the screen) you can drill down to individual
home pages for each broad administration area. The individual home pages group related
administration tasks and describe each of them. For example, the Users home page includes links
to the following areas: user setup, user template creation, user configuration, team creation,
security settings and profile setup.
If you are familiar with CRM administration already, you can quickly navigate by right-clicking on
the Administration menu button and selecting the option you want to work on.
In-Product Help
Help is context sensitive. Every Administration screen has a corresponding Help action button—
typically located on the right-hand side of the screen—and corresponding System Administrator
Help file. Depending on which screen, context, or mode you are in, clicking on the available Help
button displays the help topic most closely related to what you are trying to do.

Chapter 3: User Setup
l Find the administration area for creating new users.

l Complete Step 1 of 3 of setting up a new user.
l Understand the fields on the User panel.
l Understand the fields on the More User Detail panel.
l Understand the fields on the User Security Profile panel.
l Understand the fields on the User Preference page.
l Understand the Info Admin Rights field selections.
l Change User Details.
l Change User Preferences.
l Change a user’s Security Profile Rights.
l View user activity history.
l Disable a user and reassign records.
l Delete a user.
Accessing User Administration

To access User Administration:
l Select Administration | Users. The Users Home page is displayed.
From here you can search for an existing user, change existing user details, or add a new
user.
New User Setup, Step 1 of 3

To set up a new user:
1. Select New User from the Users home page. The New User Setup, Step 1 of 3 page is displayed.

Chapter 3
2. Enter the user details on the User panel.

3. Select the Continue action button.
l The Save button takes you to the Users Find page. This skips Steps 2 and 3 of the user
setup.
l The Save & New button saves the new user and displays the User panel again so that you
can create the next new user. This is useful if you need to create several new users
sequentially.
l The Cancel button cancels the user details you have added.
The New User Setup, Step 2 of 3 page is displayed.

To complete Step 2 of the new user setup:
1. Enter the user details in the More User Details panel.
New User Setup, Step 2 of 3 page, More User Details panel
2. Enter the user details in the Security panel.
New User Details, Step 2 of 3 page, Security panel

l The Save button takes you to the Users Find page. This bypasses Step 3 of 3 of the user
setup.
can add the next new user. This is useful if you need to create several new users
sequentially, and there is no need to review the User Preferences in Step 3.
l The Previous button returns you to the New User Setup, Step 1 of 3 page. You need to re-
enter the password if you go back to the previous page.
The New User Setup, Step 3 of 3 page is displayed.
3-2 Sage CRM

If no template has been selected, the user preferences default to the preferences set in the Default
User Template.
To complete Step 3 of the new user setup:
1. Enter the user preference details in the New User Setup, Step 3 of 3 page.
2. Select the Save action button.
sequentially.
l The Set To System Defaults button resets the user preferences to the default settings from
the Default User Template.
l The Previous button returns you to the New User Setup, Step 2 of 3 page.
The User Details page for the new user is displayed.
User Panel Fields

The table below explains the standard fields on the User panel.
Field Description
First Name User's first name. For example, Susan.
Last Name User's last name. For example, Maye.
E-mail Work e-mail address.
User Name User's logon ID. For example Mayes. Note: A user
name entered with a leading or trailing space will be
trimmed automatically to remove these.
Password User logon password. The password is encrypted in

the database after the first password change. A
minimum password length can be defined within the
Configuration settings. Please see User Settings
(page 8-1) for more information.
Administration Sets the administration rights of a user. Choose

from:
No Admin Rights—for a basic user with no access
to the Administration button.
Info Manager—has the rights to edit existing reports
and add new ones, and has rights to the Marketing
button. Also has limited access to the Administration

Chapter 3
Field Description
button on the left-hand side of the screen. The

choices available in the Administration context area
are dependent on the Info Admin Rights defined in
Info Admin Rights field. Please see Giving a User
Info Manager Rights (page 3-5) for more details.
System Admin—has full access to the
Administration button.
From Template—assigns the administration rights
set in the template selected from the User Template
drop-down list.
User Template Select a predefined user template from the list of

existing templates. When you select a template, all
of the fields you specified when you created the
template are applied to the current user.
Primary Team The default team that is displayed when the user
clicks on the Team CRM button. It is also the only
team that is displayed if no teams have been
selected in the Display Teams field.
Home Territory Security territory of the user. For example, USA. A

user with a Home Territory of USA can access
records in the USA territory, and records in
subordinate territories—for example, West, East,
Mid-West, South, North. If no security territories are
set up, this defaults to the World Wide territory. The
World Wide territory allows access to records in all
territories. Please see Implementing Territories in
Practice (page 4-6) for more information.
Synchronize With Read-only field available when Exchange Server

Exchange Server Integration in enabled. Only visible when the user
record is in view mode. When a user's mailbox has
been enabled for synchronization with Exchange,
the check box is selected. Please refer to Enabling
User Mailboxes for Synchronization (page 36-8) for
more information.
Resource Set to True, the user exists in the user table and is
selectable from all user selection lists in the system.
However, the user does not have rights to log into
the system (and does not require a user license).
This means that, for example, a meeting room
resource can be set up as a “user” to facilitate
meeting scheduling, without using up a user license.
3-4 Sage CRM
Field Description
E-marketing User Only available when adding a new user if an E-

marketing account has already been set up from
CRM. Selecting this check box adds two further
steps in the User Setup wizard. The fields are
described in E-marketing Account and User Fields
(page 38-5).
Show Exchange Server Available when Exchange Server Integration in

Integration Logs enabled. Set to Yes to display a new tab, Exchange
Integration Logs, in My CRM. This gives the user
access to their own logs, which display information
on conflicts, skipped items and synchronization,
specific to their Exchange mailbox.
License Type Only available in installs with Concurrent licensing.

Select from Named or Concurrent. Named should be
selected for users who require permanent access.
For example, System Administrators and permanent
staff. Select Concurrent for shift workers, part-time
staff, data entry temporary staff etc.
Disabled Read-only check box, displayed after a user is

saved. Checked when a user is disabled.
Giving a User Info Manager Rights

Info Managers exist, particularly in larger organizations, to let you give a number of power users the
ability to perform some specific system administration tasks – such as uploading templates, or
maintaining currency conversion rates – without opening up the whole of the Administration area to
them.
Info Managers are also a more general concept of a power user. For example, setting the
Administration field on a user to Info Manager automatically gives a user access to Marketing, and
lets them edit Interactive Dashboard templates.
In Administration | Users | Users, two fields on the Security panel, Administration and Info
Admin Rights, are the main drivers for Info Manager access.
Administration and Info Admin Rights fields
When the Administration field is switched from No Admin Rights to Info Manager, the following
features* become available to the user:

Chapter 3
From the Main Menu an Info Manager can:

area:
Marketing, including E- Access and create standard and E-marketing

marketing campaigns
Reports Edit and create new reports
Find Make a saved search or advanced find available to

other users
My CRM | Groups Make a group available to other Info Managers
My CRM | Shared Edit or delete a shared document

Documents
My CRM | Dashboard Create and change dashboard and gadget templates
*assuming the license and services are enabled for these features.
If the Administration field is set to Info Manager, the user can also be assigned specific sub-sets of
rights from the Info Admin Rights field.
Remember you can use Ctrl + click to select multiple sets of rights.
Info Admin Rights an Info Manager can work with:

Selection:
Currency Administration | Data Management | Currency
Administration | Data Management | Currency

Configuration
Customize Administration | Customization | Fields. Limited to:
l Editing selection lists on existing fields

l Changing field-level security
Administration | Customization | [entity] | External
Access
Administration | Customization | [entity] |Summary

Reports
Administration | Customization | Leads | Web To

Lead
Administration | Customization | Solutions | Field

Mappings
Data Administration | Data Management | Data Upload
Administration | Data Management | Match Rules
Administration | Data Management | Company
3-6 Sage CRM

Selection:
Name Cleanup
Administration | Data Management | Forecast
Administration | Data Management | Manage

Relationship Types
Document Library My CRM | Shared Documents | Add File
E-mail and Template Administration | E-mail and Documents | E-mail

Templates
Administration | E-mail and Documents | E-

marketing Configuration
Administration | E-mail and Documents | Document

Templates
Product Administration | Data Management | Products
Timings Administration | System | Timings
Summary Reports Administration | Customization | [entity] |Summary

Reports
Key Attribute Profiling Administration | Advanced Customization | Key

Attributes
User My CRM | Groups | Mass Update
Administration | Users | New User
Administration | Users | Users*
Administration | Users | Security
Administration | Users | Import Users
Administration | Users | User Templates
Administration | Users | Standard Classic

Dashboards
* view-only access to the Security tab on users
Workflow and Escalation Administration | Advanced Customization | Workflow

Administration | Advanced Customization |
Escalation
Administration | Advanced Customization | Workflow

& Escalation Configuration
Administration | Customization | [entity] |

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Selection:
Notifications
Extra Available with the Extensibility Module only.

The user has access to a customized Administration
area. The System Administrator sets this up via the
AdminExtraTabs in Administration | Advanced
Customization | System Menus. Please refer to
Advanced Tab Customization in the Developer Help
for more information.
More User Details Panel Fields

The table below explains the fields on the More User Details panel.
Field Description
Department Department.
Phone Work phone number.
Ext. Work phone number extension.
Display Team The Team "queues" that the user is allowed to view
from the Team CRM button.
Home Phone Home phone contact number.
Fax Work fax number.
Mobile Mobile phone number.
Language Preferred language. Each user sees the same

underlying data in the database, however the
buttons, field names, and captions throughout the
application appear in the user's selected language. If
no template has been selected, this defaults to the
language set in the Default User Template.
Pager Pager number.
User SMS Notification If SMS features are being used, setting this to True
allows a user to be sent an SMS notification
message to their mobile phone when
communications are created for them. The Mobile E-
mail Address field must be correctly filled in for this
to work.
3-8 Sage CRM
Field Description
Mobile E-mail Address Mobile phone e-mail address. If the user’s mobile
phone e-mail address is different from their normal e-
mail address, enter it here.
Forecasting - Reports To Sales manager or direct report, who should have

access to the selected user’s forecast. Please refer
to User Guide for more information.
Forecast - Currency Currency that the forecast is calculated in.

Even if the user enters a forecast value on the
Opportunity in a different currency, it is converted to
the Forecast Currency set here in the Forecast field.
Please refer to User Guide for more information.
Title Title of the user.
Location Usual office location of the user.
Desk Location Desk location or mail stop.
Security Panel Fields

The table below explains the standard fields in the User Security Profile panel.
Field Description
Profile Name The security profile assigned to the user. Select from
a list of existing profiles. If no profiles are set up, this
defaults to the System Administrator's security
profile, Profile 1. Please see Adding a New Security
Profile (page 4-3) for more information.
Mobile Device Access Set to True or False to allow access from a mobile
device.
External Logon Allowed Indicates whether the user can access CRM from a
remote location. Only available in systems with the
Extensibility Module (EM). In order for third-parties to
access the COM interface, they need to access
Sage CRM as a user with External Logon Allowed
set to True. For example, a user with this privilege is
required for the Exchange server to access Sage
CRM for Exchange Synchronization. Similarly, Self
Server ASP pages would need to access the system
in this way.
Change P/W At Next Logon Set to True, the user is required to change their

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Field Description
password the next time they log on. Once they have
done so, this is automatically set back to False.
Password Never Expires Set to True, the password is only changed when the
user wishes, or when the System Administrator
resets it.
Cannot Change P/W The password can only be changed by the System
Administrator.
Password Expiry Date Automatically set by the system according to the

Amount Of Days To Password Expiry setting in the
User tab within the Configuration context.
My CRM Lists Sets access to lists in the My CRM area. This can
be set so a user sees only their own lists of pending
work in the My CRM area list or lists of all other
users.
Team Lists Sets access to the Team CRM area. This can be set
so a user sees their Primary and Display Teams
(User's Team), all teams, or none.
Reports Set to No Reports, the user has no access to the

Reports button.
Set to Personal Reports, the user can see, run, and
edit their own private reports.
Set to Enterprise, the user can see, run, and edit
any database stored report unless it is marked as
private.
If the user has the Crystal Reports option selected,
they can see reports in all of the above categories,
as well as all Crystal Reports. Note: Crystal is not
currently supported by Sage CRM. This setting
remains for backward compatibility for customers
who are continuing to use unsupported versions of
Crystal.
Solutions Access levels for the Solutions entity. Security

access to Solutions is controlled via this setting
only—not via Territory Management.
Forecast Rights Set to For All Users In Territory, this allows a

manager to access the forecasts of other users in
the same territory (or a territory below their own) by
changing the user name in the My CRM context
area. Set to For This User Only, a user can only
3-10 Sage CRM
Field Description
access their own forecast.
Restrict Sensitive Info Specifies rights for viewing sensitive company

information. There are two options: No Restriction
and Must Be On Company Team.
If No Restriction is selected, the user’s access to
sensitive company information in tabs is not
dependent on being a member of the Company
Team.
If Must Be On Company Team is selected, the user
is able to view sensitive company information (Quick
Look, Notes, Communications, Opportunities,
Cases, and Documents tabs) only if the user is a
Company Team member for the current company
being viewed. However, if the user is the account
manager for the current account, the user has
unrestricted access to tabs.
Restrict Updates Specifies rights for updating sensitive company

information. There are two options: No Restriction
and Must Be On Company Team. The settings in
this field work in conjunction with the selected value
in the Company Team field.
If No Restriction is selected, the user’s update rights
are not dependent on membership of the Company
Team. However, territory access rights still apply.
If Must Be On Company Team is selected and the
Company Team field is set to "No Access" or "View
Only," the user is not allowed to update company
records. This restriction is implemented by hiding the
Change button. This setting is not dependent on
either team membership or territory access rights.
If Must Be On Company Team is selected and the
Company Team field is set to "View Only,"
"Upd/Ins," or "Upd/Ins/Del," the user can update
company records only when a member of the
Company Team for the current company being
viewed. However, if the user is the account manager
for the current account, update rights are
unrestricted, territory access rights permitting.
Company Team Sets access to the Company Team tab.
Merge Persons/Companies Set to Yes, this gives the user rights to deduplicate
people and companies using the merge functionality.

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Field Description
Assign Individual To Allows the user to associate a person with a

Company company. Assigning a person to a company also
moves all related communications, opportunities,
and cases to the company.
Allow Web Service Access Set to True, enables the current user for Web
Service access.
Administration Sets the administration rights of a user. There are

three types:
No Admin Rights—for a basic user with no access
to the Administration button.
Info Manager—has more rights than the basic user
in the Main Menu area - such as creating Interactive
Dashboard templates. Selecting Info Manager in this
field also allows limited access to the Administration
menu when combined with the Info Admin Rights
field. See Giving a User Info Manager Rights (page
3-5) for more details.
System Admin—has full access to the
Administration menu.
Info Admin Rights One or more specific Info Admin rights can be
selected, if the Administration field has been set to
Info Manager. See Giving a User Info Manager
Rights (page 3-5) for more details.
Group Access Set to Yes, enables the current user to access

Groups functionality. Users who have not been
granted access cannot view, create, or edit groups.
User Preference Fields

The table below explains the User Preference fields.
Field Description
Log Me In To Determines the default first page when you log on.
For example, Dashboard, Calendar, Case List, or
Opportunity List. It is possible to add a new drop-
down entry via Administration | Customization |
Translations to allow users to see a .ASP or .NET
page as their first page. The caption family for this
drop-down list is DefaultToDo. Enter the custom
page name in the Caption Code field, for example,
3-12 Sage CRM
Field Description
MYPAGE.ASP. Please refer to Translations List

Method (page 11-3) for more information.
Empty Recent List For The Recent List "remembers" the most recent pages
Each Session you have visited in CRM. Selecting Yes empties the
Recent List each time you log off and back on again.
Recent List Activation By Options available are Click and Hover, as the
Recent List can be viewed by clicking on or hovering
over the Recent button.
Pop Out List Activation By Select from Hover or Click. You can hover or right-
click on the New and Find menu buttons to activate
the Pop Out lists.
My Default Find Screen Determines the Find screen that appears at the
beginning of a session. The system "remembers"
your last Find, until you change it. This means you
can set your default Find screen to be Company.
However, as soon as you search by Person, the
next time you press Find, the person Find page is
displayed.
Advanced Find, which is a feature that allows users
to build SQL queries, is also an option.
Show Solutions In My CRM Makes the Solutions tab available in the My CRM
work area.
Show Outbound Calls In Makes the Outbound Calls tab available in the My
My CRM CRM work area.
Currency Currency in which monetary fields are displayed to

the user. Implementation dependent.
Show Leads Pipeline Displays the graphical pipeline of leads in the Leads
tab within My CRM and Team CRM.
Show Opportunities Displays the graphical pipeline of opportunities in the

Pipeline Opportunities tab within My CRM, Team CRM,
Company and Person contexts.
Show Cases Pipeline Displays the graphical pipeline of cases in the

Cases tab within My CRM, Team CRM, Company
and Person contexts.
Grid Size Determines the default maximum length of lists and

grids on a page.
E-mail Screen Position The way in which the New E-mail screen is

Chapter 3
Field Description
displayed. Select from Normal, Popup, or Split. The

Normal and Split options are ignored if you are
working with CRM in Outlook. In other words, a new
e-mail will always be displayed in a popup window.
Line Item Screen Position The way in which the Line Item screen is displayed.
Select from Popup or Split.
Report Print Preview The default orientation (Portrait or Landscape) used

Default Page size on the Report Display Options page for producing a
report in PDF format.
Report Print Preview The default page size used on the Report Display
Default Orientation Options page for producing a report in PDF format.
On-screen Coaching There are four options available when specifying on-
screen coaching for a user:
On turns coaching on for all screens for which it is
available. With this setting, the full coaching content
is displayed in a panel at the top any screens that
have coaching content.
Off turns all coaching off.
With the Minimized setting, the coaching panel does
not appear automatically at the top of the screen.
Instead, users can click on the Maximize On-screen
Coaching button to view the full frame for an
individual screen. This setting might be employed for
users who are familiar with CRM and might need to
view coaching only rarely.
The Customized setting allows users to minimize
coaching on some screens while leaving it
maximized on others.
Single-Column Calendar Set to Yes, the calendar is in single column format,

with vertical spacing adjusting to the content of the
time slot. Set to No, the daily view can be displayed
in an Outlook-style view, where there is equal
spacing between vertical time slots and multiple
appointments at the same time are placed next to
each other in columns.
Number of Calendar The maximum number of columns when the Single-

Columns Column Calendar setting is set to No. When this
number is exceeded, the calendar style reverts to a
single column format.
Full Menu In Outlook Field applies to Classic Outlook Integration only, and
3-14 Sage CRM
Field Description
is not available when Exchange Server Integration is

enabled.
Displays or hides the menu buttons in CRM in
Outlook. Defaults to No to maximize viewing space
for CRM in Outlook (2007 only). The Full Menu in
Outlook setting can be altered in either CRM or
Outlook, and you will see the change the next time
you log on to CRM via Outlook.
Preferred Theme Select from a list of themes to change the look and
feel of the user interface.
Note: System Help and Self Service are not affected
by Themes.
CSV File Export Delimiter Set the delimiter as comma, semi-colon, or tab.
When you use the Export To File button on, for
example, the results of a company search, the CSV
export will use the delimiter you have set. This
setting does not affect the Excel CSV format, which
is always tab delimited. Please refer to the CSV
Input/Output Matrix (page 3-17) for more details.
This setting also impacts data uploads from CSV
files. Please make sure the delimiter in the import file
matches the delimiter set in My CRM | Preferences.
Default Screen For Sets the default tab which is displayed when you drill
Company into a Company. Set to Summary to display the
Summary tab or Interactive Dashboard to display the
Dashboard tab.
Default E-mail Template The default e-mail template used when using the
Embedded E-mail Editor.
Default E-mail Address The default From e-mail address used in the New E-
mail screen. You can change your default From
address if you have been given permission to send
e-mails from other accounts.
Default Tablet Version Set to Desktop Version if you want to use the desktop
version of Sage CRM from a tablet device. Set to
Tablet Version is you want to use the Tablet theme
from a tablet device.
Calendar View Determines the default calendar view. For example,

Day, Month, Week, Year.
Calendar Start Time Determines the start time of the calendar view on

Chapter 3
Field Description
communications, and the shaded area in the meeting

planner.
Calendar End Time Determines the end time of the calendar view on
communications, and the shaded area in the meeting
planner.
My Week Starts On Determines the first day of the weekly calendar

view.
Date Format Date format preference. For example, select

mm/dd/yyyy to see the date in Month/Day/Year
format.
Use AM/PM Select Yes to use AM/PM time format or select No

to use 24hr format.
Time Zone Each individual user's time zone can be set. There
are 75 time zones to select from. The one you select
defines what daylight settings are used, so you must
be careful in selecting the correct zone. The zone
you select also needs to correspond exactly to your
computer setting.
All times are relative to the logged on user. For
example, a meeting made at 09:00 GMT.... by one
user appears at 10:00 to users in +1:00 GMT.... The
time zone of the server is set by the System
Administrator.
If you need to add a new time zone to the list, this
can be done via Administration | Translations. For
one new time zone, three new entries should be
added - one for each of the caption families
TimeZoneDelta, TimeZoneDeltaJava, and
TimeZoneDeltaUTC. Follow the exact format of the
existing entries. This ensures that functionality
dependent on the time zone setting remains fully
functional.
Decimal Point The preferred way to view decimal point. For

example, period [.] or comma [,].
Decimal Places The preferred number of decimal places to be

displayed. For example, 2. Note: The maximum
number of decimal places that can be set is 6.
Thousand Separator The preferred way to view the thousand separator.

For example, period [.] or comma [,].
3-16 Sage CRM
Field Description
Default Targets For High The way in which the reminder is sent out for a high
Priority Reminder priority Communication, if the Send Reminder
Messages Message check box was checked.
Default Targets For Normal The way in which the reminder is sent out for a
Priority Reminder normal priority Communication, if the Send
Messages Reminder Message check box has been checked.
Default Targets For Low The way in which the reminder is sent out for a low
Priority Reminder priority Communication, if the Send Reminder
Messages Message check box was checked.
CSV Input/Output Matrix

This table explains the formatting options when CSV or Excel CSV is selected as the export file
format in CRM.
Input Output
Exp- User Con- Delimiter Encod- Padding Render- Example

Preferences tains ing s
ort
Delimiter Extend- cor-
File ed rectly
For- Char- in Excel
mat acters
CSV Comma No Comma UTF-8 No No Test 01,

00001,”Test,
02” <CR LF>
CSV Semicolon No Semicolon UTF-8 No No Test

01;00001;Test,
02<CR LF>
CSV Tab No Tab UTF-8 No No Test

01<Tab>0000-
1<Tab>Test,
02<CR LF>
CSV Comma Yes Comma UTF-8 No No Test 01,

00001,”Test,
02” <CR LF>
CSV Semicolon Yes Semicolon UTF-8 No No Test

01;00001;Test,
02<CR LF>
CSV Tab Yes Tab UTF-8 No No Test

01<Tab>0000-
1<Tab>Test,
02<CR LF>
Excel Comma No Tab UTF-16 Yes Yes =”Test

Chapter 3
Input Output
Exp- User Con- Delimiter Encod- Padding Render- Example

Preferences tains ing s
ort
Delimiter Extend- cor-
File ed rectly
For- Char- in Excel
mat acters
CSV LE 01”<Tab>=”00-
001”<Tab>=”T-
est, 02”<CR
LF>
Excel Semicolon No Tab UTF-16 Yes Yes =”Test

001”<Tab>=”T-
est, 02”<CR
LF>
Excel Tab No Tab UTF-16 Yes Yes =”Test

001”<Tab>=”T-
est, 02”<CR
LF>
Excel Comma Yes Tab UTF-16 Yes Yes =”Test

001”<Tab>=”T-
est, 02”<CR
LF>
Excel Semicolon Yes Tab UTF-16 Yes Yes =”Test

001”<Tab>=”T-
est, 02”<CR
LF>
Excel Tab Yes Tab UTF-16 Yes Yes =”Test

001”<Tab>=”T-
est, 02”<CR
LF>
Note: For Excel CSV, if a field contains <tab> or <CR LF> these characters will not be present in
the exported file.
Changing User Details

To change information for an existing user:
1. Select Administration | Users | Users. The Find page is displayed.
2. Type in the user's Last Name.
3. Select the Find button.
4. Click on the hypertext link of the user you want to make changes to, and select the Change button.
3-18 Sage CRM
5. Make the changes to the User Details page.

6. Click on the Save button. The User Details page is displayed with the updated information.
Changing User Preferences

You can change a user’s existing user preferences settings. For example, a user has set the
incorrect time zone for their current location. The administrator can change this setting for the user
from the Users administration area.
To change the existing user preferences for an individual user:
4. Click on the hypertext link of the user you want to make changes to, and select the User
Preferences tab.
5. Make the changes to the User Preferences.
6. Click on the Save button. These user preferences settings will come into effect immediately.
The user can change their preferences back from the My CRM | Preferences tab. These updated
settings are then immediately reflected in the User Preferences tab within Administration | Users.
Changing a User’s Security Profile Rights

You can view and navigate to the Security Profile assigned to a user from the Security tab. If the
user has direct rights into any territories, these can be directly edited in this tab.
If all you want to do is switch a user’s existing profile from, for example, Sales Manager to
Marketing Manager, this can be done in the Profile Name drop-down field from the User Details tab.
To change a User’s Security Profile rights:
4. Click on the hypertext link of the user you want to make changes to, and select the Security tab.
5. Click on the hyperlink of the profile the user is currently associated with. The Security Profiles page
for the selected profile is displayed.
6. Make the changes to the Profile Rights.
7. Select the Save button. The Security Profiles page is displayed.
Viewing User Activity History

You can view a user’s activity history from the User Activity History tab. Activity History includes
information such as user login and logout time and date, session duration, logout method (whether
manual or by automatic timeout), and system access method (browser and version).
To view a user’s Activity History:

Chapter 3

4. Click on the hypertext link of the user whose activity history you wish to view. The User Details
page is displayed.
5. Select the User Activity History tab.
l Activity details for the individual user are displayed.
l Activity History can be periodically archived.
Reassigning Records and Disabling Users

If a user goes on holiday, or is out of the office for a prolonged period of time, they can be "disabled".
This means that other users cannot schedule communications for them, or assign new
opportunities or accounts to them. The user will no longer appear on any user list.
The disabled user still appears in the My CRM user list. This is to make it easier to review all the
disabled user’s history in one place.
If the absent user left with a large outstanding workload or accounts that need careful management,
these records can be reassigned to a colleague. The System Administrator can manage both these
scenarios in one step by using the Reassign and Disable feature.
Disabling, or Reassigning and Disabling are also the recommended methods for managing users
who have permanently left your organization. Disabled users will not appear in your user license
count, but their name can still be displayed on customer contact history information (completed
communications, closed opportunities etc.).
The following sections tell you how to reassign and disable users:
Using Reassign and Disable (page 3-20)
Using the Reassign Button (page 3-22)
Using the Disable Button (page 3-22)
Using Reassign and Disable

To a reassign a user’s records and disable the user:
4. Click on the hypertext link of the user to view their details. The User Details page is displayed.
5. Select the Reassign And Disable button. The Disable User and Reassign Records page is
displayed.
It is the responsibility of the System Administrator to check that users who are receiving the
reassigned records have the appropriate security rights. For example, it does not make sense to
reassign records to a user in a different territory, who has no access rights to the disabled user’s
territory.
3-20 Sage CRM
Disable User and Reassign Records page
6. Select an individual user or a Team to reassign the disabled user’s records to.
7. Select the check boxes in the Reassign Companies and People panel
l Companies - reassigns the Account Manager of the company either to the selected user, or
to a member of the selected team.

l People - reassigns the Account Manager of the person either to the selected user, or to a
member of the selected team.
l Always Reassign The Records Within The Company/Person To A Single User - if a team
is being reassigned records, enabling this check box ensures that the team member who
gets assigned the hierarchically higher record (e.g. Company or Person) also gets the
related child records (e.g. Cases or Communications) within that company or person
previously owned by the same user, if they are selected as part of the reassign process.
This logic also applies if Companies and People are selected. The team member who is
assigned the company also gets assigned any people in the company previously owned by
the same user as the company Account Manager. The team member will not be assigned
any people who are owned by a different user. These remain unchanged.
8. Select any other records you want to reassign and their Status from the Reassign Other Records
panel.
l For example, you decide to reassign all Pending or In Progress Communications and all In
Progress Opportunities for a sales user who has recently left the company so that a
colleague can follow-up and try to close the business.
l When reassigning Communications, note that tasks are always reassigned, but
appointments and E-mail Outs are reassigned only if they do not already exist for the "new"
user. This is because appointments and tasks assigned to multiple users function slightly
differently in Sage CRM. A single meeting or outbound e-mail can be assigned to multiple
users, whereas if a task is assigned to several users each of them is allocated an individual
"version" of that task.
9. Click on the Go button to execute the reassignment. The Summary of Reassigned Records page is
displayed.
10. Review the reassigned records summary, and click on the Continue button to return to the User
Details screen. The User Details page is displayed with a blue status bar showing that the user has
been disabled.

Chapter 3
Using the Reassign Button

To reassign a user’s records:
4. Click on the hypertext link of the user to view their details. The User Details page is displayed.
5. Select the Reassign button.
6. Please refer to Using Reassign and Disable (page 3-20) for the remaining steps to reassign
records.
Using the Disable Button

To disable the user without reassigning their records:
4. Click on the hypertext link of the user to view their details. The User Details page is displayed,
showing the user as enabled.
5. Select the Disable button. The User Details page is displayed with a blue banner showing that the
user has been disabled.
To enable a disabled user:
2. Select the Disabled check box. A list of all disabled users is displayed.
3. Click on the hypertext link of the user you want to enable. The User Details page is displayed.
4. Select the Enable button. The User Details page is displayed.
Deleting a User
Deleting a user should be carried out with extreme caution and is only recommended if you have
added a new user by mistake. If a user is no longer with your organization, it is recommended that
you use the Disable, or Reassign and Disable feature. Please refer to Using Reassign and Disable
If a deleted user has any records still associated with them at the time of deletion, the associated
records remain, however the user name on the record is replaced with an untranslated code, making
it very difficult to keep an accurate customer history. If a user has any related records, it is
recommended these records are reassigned first, or the disable feature rather than the delete
feature is used.
To delete an existing user:
3-22 Sage CRM

4. Click on the hypertext link of the user you want to delete. The User Details page is displayed.
5. Select the Delete button.
6. Select the Confirm Delete button. The User is deleted.

Chapter 4: Security Management
l Explain the concept of territories and profiles.

l Set up a security profile scenario.
l Create a new security profile.
l Assign a security profile to a user.
l Delete a profile.
l Create new territories.
l Assign a territory to a user.
l Understand how to implement territories.
l Edit territories.
l Move territories.
l Merge territories.
l Rebalance territories.
l Apply security policies.
l Change password policies.
Introduction to Security Management

The System Administrator can manage security access rights across the organization by setting up
Security Profiles and, if required, Territories.
Users do not "belong" to either profiles or territories. Profiles and Territories are set up to reflect the
structure of your organization. Users are then assigned a profile and home territory depending on
their position the organization.
Profile. A profile is a way of grouping users when defining access rights (View, Update, Insert,
Delete). For example, you can create a profile called Sales. Within the profile you define the rights
to View, Update, and Insert Companies, People, Communications and Opportunities, but View-only
rights to Cases. This profile can then be assigned to all sales users, rather than setting up individual
rights per user. Any changes that need to be made to the profile will automatically apply to all users
assigned to the Sales profile.
Territory. In addition to basic access rights profiles, you can also further divide user rights by
territory. For example, you may want users in the Europe territory to view all Opportunities within
the USA territory, but not to be able to update them.
Complex inter-territory security rights and exception handling are also catered for using Security
Policies.

Chapter 4
Setting Up Security Profiles

We will use the organizational chart below as the basis for an example to set up new profiles for the
different organizational groups.
You initially identify five different types of access rights or profiles, which map directly to the five
main departments in your organization:
l Sales
l Marketing
l Operations
l Services
l R&D
After consultation with the managers in the different business areas, you decide on the following
profiles:
4-2 Sage CRM
Adding a New Security Profile

To add a new profile:
1. Click on Administration | Users | Security. The Security and Territory Administration page is
displayed.
2. Select the Security Profiles. A list of existing profiles is displayed. There should be at least one
profile for an Unrestricted user. This is created for the System Administrator when CRM is installed.
If the Unrestricted profile is changed or deleted, the Administrator user bypasses all security rights
and has global access to the system.
To set up the first new profile, for example Sales:
1. Select the New Profile button. The Profile panel is displayed.
2. Type the name of the new profile in the Description field, for example, Sales.
3. Select the Save button. The list of existing profiles is displayed, including the new Sales profile.
The new profile has, by default, no access to the main CRM entities.

Chapter 4
List of profiles showing new profile with default access rights
4. Click on the hyperlink of the new profile. The Security Profiles page is displayed.
A panel called Rights is displayed, allowing you to define the security profile’s access rights
to the primary entities. In addition, these rights can be specified according to territory. For
example, a user assigned Sales profile could have rights to view, edit, insert, and delete
Cases within their home territory—US East, for example—but be restricted to viewing and
editing cases in other territories such as US West or US Central.
5. Select the View/Edit/Insert/Delete check boxes.
Defining access rights for a Security Profile
6. Select the Save button. The list of existing profiles is displayed showing the access rights set on the
new profile.
You can edit all the existing profile rights on one page by selecting the Edit All Rights button.
Note: You must have at least edit rights on an entity to be able to add or edit Address, Phone and E-
mail, Notes, and Library records for that entity. For example, if you only have View rights on a
Company, you cannot edit or add information in the Addresses or Phone and E-mail tabs of that
company. Another example is if you only have View rights on Cases, you cannot edit or add notes
or library items on an existing case.
Assigning a Security Profile to a User

We assume that you have already added all the users to CRM via Administration | Users. If you
have not, or need more information on how to do this, please refer to New User Setup, Step 1 of 3
(page 3-1).
To assign a security profile to a user, you can either:
l From Administration | Users | Security | Security Profiles, click on the hyperlink of the profile and
select the Move User Into This Profile button. The list of users associated with this profile is
displayed below the Rights panel.
Or
l Select Administration | Users | Users, edit the user details, and select the profile from the Profile
Name field. You can also get an overview of security rights currently applied to the user by
selecting Administration | Users, finding the particular user, and viewing the Security tab that
displays the relevant details.
4-4 Sage CRM
Deleting a Security Profile

To delete a Profile:
1. In the Administration | Users | Security | Security Profiles page, select the Delete icon next to the
profile you want to delete. Two dialog boxes are displayed, which require confirmation.
2. Select OK to confirm and proceed. The list of remaining profiles is displayed.
Adding New Territories

Continuing from the example in the previous section, while most of the functional departments are
corporate, the Sales group is divided by geography as follows:
You initially identify three territories at the highest level, with four further geographical territories
within one of them:
l Europe
l Germany
l Benelux
l UK
l Ireland
l Asia
l Middle East
To add a new territory:
1. Click on Administration | Users | Security. The Security and Territory Administration page is
displayed.
2. Select New Territory. The New Territory page is displayed, showing a list of existing territories. By
default, this includes the highest level territory, Worldwide. This territory cannot be deleted. All new
territories added are subordinated to the Worldwide territory.

Chapter 4
New Territory page
3. Select the parent territory from the list of the existing territories, that will serve as the hierarchical
"parent" of the new territory you are adding. Since this is the first territory you are adding, the Parent
territory name remains as Worldwide.
4. Type the name of the territory in the New Territory Name field, for example, Europe.
5. Select the Save button. The Territory page is displayed, showing the new territory hierarchically
subordinated, as a "child", to the Worldwide territory.
6. Continue to add the remaining territories, making sure you change the parent territory if it is
different. The Parent territory name defaults to the territory, where the cursor is positioned, when
you select the New Territory button.
Note: The standard capacity for a territory structure is 16 "child territories" on each territory, and five
territory levels deep. A complex territory structure may require the expansion of the standard
capacity. Please refer to Rebalancing Territories (page 4-12) for more information.
Assigning a Territory to a User

To assign a territory to a user:
1. Click on Administration | Users | Users. The Find page is displayed.
2. Select the Find action button. A list of all users is displayed.
3. Click on the hyperlink of one of the Sales users. The User Details page is displayed.
4. Select the Change button and assign a territory to the user by selecting the territory from the Home
Territory field.
5. Select the Save button and return to the list of all users. The user can exercise the rights of their
assigned Profile in their Home Territory and all territories subordinate to the home territory.
Implementing Territories in Practice

This section illustrates the impact of implementing territories on the end user.
Key points to note:
l This section does not take the use of Security Policies into account. This is discussed later.
l Without any Security Policies implemented, territories act as a simple silent filter over existing
security profiles. In other words, if you do not have View access rights to Opportunities in your
profile, you do not see any Opportunities, no matter what territory they are in.
l The "silent filter" of territories influences all areas of CRM. This includes, searching, reporting, and
groups generation.
Note: You can switch off the influence of territories on group by setting the Enable Security For
Groups field in Administration | User Configuration to No.
4-6 Sage CRM
To work through the examples in this section, you may find it helpful to set up at least one user for
each territory, as shown in the diagram. These users should be assigned to the Sales profile you set
up in the previous section.
Assigning a New Record to a Territory (page 4-7)

Territory Assignment Rules (page 4-8)
Default Rules Example (page 4-8)
Rules Table (page 4-9)
Assigning a New Record to a Territory

Each of the main entities in CRM (Case, Communications, Company, Lead, Opportunity, Person)
has a field called Territory on the corresponding summary screen. This field is also displayed on
most Filter Boxes and List Column headings.
Company Summary Screen
l The Territory field shows the user's assigned Home Territory and all subordinated or child
territories.
l If you log on as Mike Weiss, you should see Europe and Europe's child territories: Germany,
Benelux, UK, and Ireland.
l You can decide whether to assign this record to the Europe territory or the UK, Ireland, Benelux, or
Germany territory.

Chapter 4
l If you assign to Europe, only users who have Europe (or Worldwide) as their Home Territory can
access this record—Mike Weiss and the System Administrator.
l If you assign to Germany, users who have Europe or Germany as their Home Territory can access
this record—Mike Weiss and Anders Brecht.
Territory Assignment Rules

When you insert a new record, the Territory field defaults to a territory called Default. This is not a
true territory, but a territory placeholder. The Default entry remains in the field until the user selects
a territory from the Territory field.
Default Rules Example

When the user does not make a selection from the Territory field, the system follows a set of rules
to decide which territory to save the record in.
Why are these rules required?
And why doesn't the Territory field always default to the current logged in user's Home Territory?
Example:
l You are logged in as Mike Weiss, whose assigned Home Territory is Europe.
l You want to add a new Case to an existing Company.
l The Company Territory field is set to Benelux.
l In the Case Territory field, you can select any of the following territories: Europe, Germany,
Benelux, UK, Ireland.
l However, if you do not make a selection, the system follows the rules in the Rules Table below.
l There may be reasons why you do not assign a territory. For example: a) you want to assign the
Case to the same Territory as the Company but can't remember the Company's Territory (Benelux);
or b) you can't decide; or c) you forget.
l The reason the Territory field does not default to the user's Home Territory is clearly illustrated in
this example. It may not always be desirable to "automatically" assign an entity, such as a Case, to
a territory higher in the territory hierarchy than the company it is associated with. In this example, a
user with a Home Territory of Benelux would be able to access the Company, but not the related
Case inserted by Mike Weiss, since the Case would only be accessible to Europe and higher
territories.
l These rules apply to both basic use of territories, as outlined so far, and when Security Policies are
in use.
l If the user does not have insert rights into their own home territory, the "last resort" of the rules
above inserts the record into the first territory that the user is able to insert within the territory tree
(accessed from the Territory field).
4-8 Sage CRM
Rules Table
When a and no Territory entry has been selected by the user,

record is when the user saves the new record, the Territory field of
inserted in the the new record defaults to the territory of [1].
context of ...
If the user does NOT have INSERT RIGHTS in the

territory of [1], the Territory field of the new record
defaults to the territory of [2].

territory of [2], the Territory field of the new record

territory of [3], the Territory field of the new record will
[1] [2] [3] [4]
Company and Company Person Assigned Created by
Person To (user’s (user’s
Home Home
Territory) Territory)
Person (only) Person Assigned Created by
To (user’s (user’s
Home Home
Company Company Assigned Created by
(only) To (user’s (user’s
Home Home
No Company Assigned Created by
and No Person To (user’s (user’s
Home Home
No Assigned Created by
To (user’s
Home
Territory)

Chapter 4
Adding View Rights to Higher Territories

When setting up your territories and profiles, you may want to consider adding View rights into the
territory one level above the territory of, for example, the majority of your sales users.
For example, in the Sales Profile, which includes users with home territories of Germany, Benelux,
UK, and Ireland, you may want to consider adding View rights into at least the Company and
Person entities in the Europe territory.
Adding View rights into a higher territory
This has two main advantages illustrated by the following scenarios:

l If Mike Weiss, the Sales Manager, whose home territory is Europe, creates a new company in the
Europe territory, he can then create tasks for his team against that company. Without View rights
into this higher territory, his team will not be able to view the task or the company, even if the task
has been assigned to their lower level territory.
l When adding new companies and people into the stem, Mike’s team can carry out more effective
deduplication by comparing against companies created in the territory above them.
Maintaining Territories
Territories play an important role in organizing and securing data in Sage CRM. When you move,
merge, or need to add more territories than the standard capacity, a process of Rebalancing needs
to take place. Rebalancing allows the system to update the territory hierarchy, and the associated
security rights.
Before rebalancing takes place, it is recommended procedure for the System Administrator to:
l Make sure all Sage CRM users are logged off the system. The System Administrator should inform
users, typically via e-mail, when rebalancing will take place and ask them to remain logged out of
Sage CRM for the few minutes that it takes for a rebalancing to execute.
l The System Administrator can check whether any users remain on the system by selecting
Administration | Users | User Activity and viewing the information displayed in the Current
Activity tab. Please refer to Viewing User Activity for All Users (page 6-1) for more information. The
System Administrator can also manually force users to log off by using Lock System. Please refer to
Lock the System (page 42-9) for more information.
l Backup the Sage CRM database.
4-10 Sage CRM
Editing Territories
The Edit Territory option allows you to change the name of existing territories and delete territories
that are not involved in current transactions or do not contain sub-territories.
To edit a territory name:
1. Select Administration | Users | Security.
2. Select the Edit Territory icon from the Security and Territory Administration page. The Edit Territory
page is displayed.
3. Select the territory you want to modify from the list of territories.
4. Change the name in the Modified Territory Name field.
5. Click on the Save button to confirm changes. The modified territory name is displayed in the list of
territories.
To delete a territory, highlight the territory and click on the Delete button. The territory and any of its
"child territories" will be deleted. A territory cannot be deleted if it already has records assigned to it.
You cannot delete the Worldwide Territory.
Moving Territories
Moving a territory to a new position in the tree structure can expand or restrict the rights of users
associated with that territory. For more information on how territories govern access to information,
please refer to Implementing Territories in Practice (page 4-6).
In this example, using the standard demonstration data supplied with Sage CRM, we’ll move the
US-Marketing territory, which has Marketing as its parent, and make it a sibling territory of US and
Canadian territories by selecting US Canada as its new parent territory.
Note: Moving a territory requires rebalancing of the Territory tree structure. Please refer to
Maintaining Territories (page 4-10) for the recommended procedures to follow before rebalancing is
carried out.
To move a territory:
2. Select Move Territory from the Security and Territory Administration page. The Move Territory
page is displayed.
3. Select the territory to be moved, the Source territory. For example, US-Marketing.
4. Click Next to continue.
5. Select the new parent for the territory, the Target territory. For example, US Canada.
6. Click Next to continue. The Move Territory page is displayed showing the Source and Target
territories.
Note: Before proceeding, the System Administrator should check that there are no users logged on
to the system, and that a backup of the CRM database has been made. Please refer to Maintaining
Territories (page 4-10) for the recommended procedures to follow before rebalancing is carried out.
7. Click Next to continue. A status bar is displayed showing that the territory move and rebalancing is
in progress. A message is displayed when the rebalancing process has completed.
8. Select the Continue button to return to the Move Territory page. The updated territory tree is
displayed on the Move Territory page.

Chapter 4
Merging Territories
The modification of territory structures is a common feature of organizational change. Merge
Territory allows you to merge territories and the information and rights associated with those
territories.
For example, an organization is consolidating its operations and wishes to merge its US Central
office with its US West branch. In this situation, the US Central territory is the "source" territory that
will be absorbed into the "target" territory, US West.
Note: Merging a territory requires rebalancing of the Territory tree structure. Please refer to
Maintaining Territories (page 4-10) for the recommended procedures to follow before rebalancing is
carried out.
To merge territories:
2. Select Merge Territory from the Security and Territory Administration page. The Merge Territory
page is displayed.
3. Select the Source territory to be moved, the Source territory. For example, US-Central.
4. Click Next to continue.
5. Select the Target territory. For example, US West. A check box allows you to specify whether or not
you want to move the users and user rights associated with the source territory into the target
territory. The check box is enabled by default.
6. Click on Next button to continue. The Merge Territory page is displayed showing the Source and
Target territories.
Note: Before proceeding, the System Administrator should check that there are no users logged on
to the system, and that a backup of the CRM database has been made. Please refer to Maintaining
Territories (page 4-10) for the recommended procedures to follow before rebalancing is carried out.
7. Click Next to continue. A status bar is displayed showing that the territory merge and rebalancing is
in progress. A message is displayed when the rebalancing process has completed.
8. Select the Continue button to return to the Merge Territory page. The updated territory tree is
displayed on the Merge Territory page.
Rebalancing Territories
The standard capacity for a territory structure is 16 "child territories" on each territory, and five
territory levels deep. A complex territory structure may require the expansion of the standard
capacity. If the System Administrator attempts to add more territories than the standard capacity, a
screen prompt is displayed, which tells them to rebalance the territory structure.
Rebalancing updates the territory hierarchy and the associated security rights, and allows the
System Administrator to continue adding territories.
Note: Please refer to Maintaining Territories (page 4-10) for the recommended procedures to follow
before rebalancing is carried out.
To rebalance the territory tree structure:
4-12 Sage CRM

2. Select Rebalance from the Security and Territory Administration page. The Rebalance page is
displayed.
Note: Rebalancing the territory tree cannot be undone. Before proceeding the System
Administrator should check that there are no users logged on to the system, and that a backup of
the CRM database has been made. Please refer to Maintaining Territories (page 4-10) for the
recommended procedures to follow before rebalancing is carried out.
3. Click Next to continue. A message is displayed when the rebalancing process has completed.
4. Select the Continue button to return to the Security and Territory Administration page. It is now
possible to add new territories from the New Territory page.
Security Policies
Security Policies allow the System Administrator to set up additional security rights. When settings
within the Security Policies page are enabled, additional options are available in the Profile Rights
For drop-down list in the Security Profiles page. In addition, if the Allow Users Direct Rights In
Territories setting is set to Yes, an additional icon called User Rights is displayed in the Security
administration section. The security policies act as logical "OR"s to the existing Profile and Default
Territory settings.
Enabling Territory Settings (page 4-13)
Use Created By, Assigned To, and Team Special Territories (page 4-13)
Allow Absolute Territories In Profiles (page 4-14)
Use The User's Sibling Territories (page 4-15)
Use The User's Parent Territory (page 4-16)
Allow Users Direct Rights In Territories (page 4-16)
Enabling Territory Settings

To enable any of the territory settings:
1. Click on Administration | Users | Security.
2. In the Security Administration area, select the Security Policies icon.
3. The Security Policies page is displayed
4. Select the Change button.
5. Change the settings you want to enable or disable.
6. Select the Save button.
Use Created By, Assigned To, and Team Special Territories

Currently, users associated with the Sales profile have View, Edit, and Insert rights for
Opportunities in their Home Territory and child territories. Anders Brecht can insert, view, and edit
opportunities in the Germany territory. Jan Walhoff can insert, view, and edit opportunities in the
Benelux territory.
However, due to the geographic proximity of their sales territories, Anders and Jan sometimes
assign opportunities from each others’ territories to one another. If Anders assigns an opportunity to
Jan, Jan needs to be able to view and edit that opportunity, regardless of the territory it is in.

Chapter 4
The Use Created By, Assigned To, and Team Special Territories settings allow the System
Administrator to cater for this type situation.
In this example, we will extend the profile rights of the Sales profile to View and Edit Opportunities
where the current Sales user is the "Assigned To" user on the Opportunity.
To extend the Sales profile rights:
1. Set the Use Created By, Assigned To, and Team Special Territories field to Yes.
2. In the "breadcrumb" trail indicating your position in the system, click the Security link to return to the
Security area.
3. Select the Security Profiles icon. The Security Profiles page is displayed. There is a field at the top
of the Profile rights panel, which shows the "special territories" Assigned To, Created By, and
Team. These are not true territories, just a means of displaying access rights to the administrator.
Assigned To selected in the Profile rights for field
4. Select Assigned To from the Profile Rights For list. Profiles associated with the Assigned To
"territory" are displayed. There is also a new button, Add Profile To This Territory.
5. Select the Add Profile To This Territory button.
6. Select the Sales profile and click the Save button. The Security Profiles page is displayed.
7. Click on the hyperlink of the Sales profile. The Rights panel for the Sales profile can now be
edited. You cannot select Insert rights in the Assigned To "territory". This is because it is not a true
territory. The record must already exist for the user to have special rights outside their own territory.
8. Select the View and Edit check boxes within Assigned To | Opportunity.
Profile Rights panel
9. Select the Save button. The Security Profiles page is displayed, showing the User’s Home security
profile rights.
All users associated with the Sales profile can now view and edit opportunities in their Home
Territory or child territories and any opportunities assigned to them, unless the opportunity has a
company or person assigned to it. If the opportunity has a company or person assigned to it, the
user must also have at least view rights on the company or person to be able to see the
opportunity.
You can edit the Sales User’s Home Territory rights and Assigned To rights by clicking on the
Sales profile hyperlink.
Follow the steps outlined above to set up rights where the user's Primary Team matches the
Team on the entity, or where the user matches the Created By field on the entity.
Allow Absolute Territories In Profiles

Users associated with the Operations profile currently have no rights to Opportunities.
4-14 Sage CRM
To give these users View only rights to opportunities in Europe:

1. In the Security Policies page, set the Allow Absolute Territories In Profiles field to Yes.
Security area.
3. In the Security Profiles page, select Europe from the Profile Rights For field. A list of profiles
associated with Europe is displayed. There is also a new button, Add Profile To This Territory.
4. Select the Add Profile To This Territory button. The Add Profile panel is displayed.
5. Select the Operations profile and click the Save button. The Security Profiles page is displayed.
6. Click on the hyperlink of the Operations profile. The Rights panel for the Operations profile can
now be edited.
7. Select the View check box within Europe | Opportunity.
Profile and Rights panels
8. Select the Save button. The Security Profiles page is displayed, showing the User’s Home Security
profile rights. All users associated with the Operations profile can now view opportunities in Europe
(and child territories).You can edit the Operations User’s Home Territory rights and Assigned To
rights by clicking on the Operations profile hyperlink.
Use The User's Sibling Territories

You can set up, for example, all users associated with the Sales profile, and whose Home Territory
is at the lowest level within Europe (Germany, Benelux, UK, or Ireland) to be able to view
opportunities at the same level within the territory hierarchy.
To set up rights in sibling territories:
1. In the Security Policies page, set the Use The User's Sibling Territories field to Yes.
Security Administration area.
3. Select the Security Profiles icon. The Security Profiles page is displayed. There is a field at the top
of the Profile panel, which shows a new entry, User's Sibling Territories.
4. Select User's Sibling Territories from the Profile Rights For field.
5. A list of Profiles associated with User's sibling territories is displayed.
6. Select the Add Profile To This Territory button. As with the Assigned To, Team, and Created By
"territories", this is not a true territory, just a means of displaying access rights to the administrator.
7. Select the Sales profile and click the Save button. The Profile panel is displayed.
8. Click on the hyperlink of the Sales profile. The Rights panel for the Sales profile can now be
edited.
9. Check the View box within User's Sibling Territories / Opportunity.

Chapter 4
User's sibling territories
10. Select the Save button. The Security Profiles page is displayed, showing the User’s Home Security
profile rights. Users associated with the Sales profile, who have Germany, Benelux, UK, or Ireland
as their Home Territories, can now view opportunities in any of these territories.
Use The User's Parent Territory

If you want to, for example, extend the rights of all users associated with the Sales profile and
whose Home Territory is at the lowest level within Europe (Germany, Benelux, UK, or Ireland), to
also be able to view opportunities in the territory above, in other words Europe—follow the steps as
described above, but select Use The User's Parent Territory in Security Policies. Then select
User's Parent Territory from the Security Profiles page.
Allow Users Direct Rights In Territories

Mike Weiss is the manager of the European Sales team. While he should have basically the same
rights as the rest of the sales team, in other words, be associated with the Sales profile, he also
requires rights to delete opportunities. In this case, you can set up a specific right for this user.
To set up delete rights on opportunities for one user:
1. Set the Allow Users Direct Rights In Territories field to Yes.
2. Use the "breadcrumb trail" at the top of the screen to return to the Security page. A new icon is now
displayed in the Security administration area: User Direct Rights.
3. Select the User Direct Rights icon. The User Rights page is displayed.
4. Select the territory in which these rights should be applied, for example, Europe.
5. Select the Add User button. The Add User panel is displayed.
6. Select the manager from the list of users.
7. Select the Save button. The User Rights page is displayed.
8. Click on the hyperlink of the manager's name. The Rights panel for the individual user can now be
edited.
Rights panel
9. Check the Delete box within Opportunity. These rights are applied in addition to the rights the user
already has in their associated Profile and Home Territory.
10. Select the Save button. The User Rights page is displayed. Mike Weiss has all the same rights as
users associated with the Sales profile. In addition, he has rights, specific to him, to delete
opportunities in Europe (and child territories).Since these rights are specific to an individual user,
they can also be edited from the Administration | Users page.
4-16 Sage CRM
Changing Password Policies

You can set strength tests on password security, which are invoked whenever a user changes their
password. You can set three levels of strength test, for Administrators, Info Managers, and
Ordinary Users.
To change the password security options:
2. From the Security section, select the Password Policies icon.
3. Click on the hyperlink of the Password Security Profile you want to edit.
l Administrators - this password security profile applies to all users who have the
Administration field in the Administration | Users | Users | User Details tab set to System
Admin.
l Info Managers - this password security profile applies to all users who have the
Administration field in the Administration | Users | Users | User Details tab set to Info
Manager.
l Ordinary Users - this password security profile applies to all users who have the
Administration field in the Administration | Users | Users | User Details tab set to No
Admin Rights.
4. Make the changes to the password security options.
6. The list of password security profiles is displayed.
When the user next changes their password, a message is displayed if the password does
not meet the strength tests set up in Password Security Options.
The table below explains the fields on the Password Security Options page.
Field Description
Minimum Length Of Sets the minimum password length users are

Password required to enter for their login password.
All other Password Security Options are disabled if
this field is set to zero.
The maximum password length is 20.
Require Complex This requires that the password contains a character

Password from at least three character sets. The character
sets are uppercase, lowercase, numbers, and other
characters. The first character of the password can
only be either a letter or a number with or without this
setting enabled.
Check User Name Checks that the User Name (Logon ID) and
Password are not identical.
Strong User Name This checks that the password does not match the

Chapter 4
Field Description
reverse of the user name, or the user name with

common substitutions. If the DICTIONARY.TXT file
exists, the password is checked against words in
the dictionary, the reverse of words in the dictionary,
and words in the dictionary with common
substitutions. The DICTIONARY.TXT file is
normally stored in the WWWROOT subdirectory of
the CRM install.
4-18 Sage CRM
Chapter 5: Teams
l Understand what teams are and how they work.

l How to use teams effectively in your organization.
l Create a new team.
l Assigning a user to a team.
l Give users access to the Team CRM button.
l Delete a team.
l Understand Team fields.
What is a Team?
A team is a group of users who perform similar roles. In a small organization, this might mean that
all Sales Department users are part of the Sales Team. In a larger organization, there may be
Telesales, Direct Sales, and Field Sales teams.
Putting Teams to Use in Your Organization

Each user can be made a member of one team and can be given rights to view multiple teams.
Communications, Opportunities, Leads, and Cases can all be tracked by individual user and by
team. Also, Communications can initially be assigned to a team and later reassigned to an
individual.
Here are a number of examples of how teams work:
Example: Tracking Communications by Team (page 5-1)
Example: Creating Tasks for Teams (page 5-1)
Example: Assigning an Opportunity to a Team (page 5-2)
Example: Reassigning Unresolved Cases (page 5-2)
Example: Tracking Communications by Team

John Finch is a user in your organization assigned to the Telesales team. Every time John Finch
creates a new Communication, the Team field defaults to Telesales.
The telesales manager can use the Team CRM button to view all the activities for John Finch and
other members of the Telesales team for the day.
Example: Creating Tasks for Teams

The customer service manager in your organization can use groups to set up an outbound telephone
campaign to the active customer base.

Chapter 5
By leaving the User field blank, but filling in the Team field in the task details, the calls are
scheduled for the whole team.
Example: Assigning an Opportunity to a Team

Sales opportunities can also be assigned to teams. This means that the overall performance of, for
example, the Direct Sales vs. the Business Partner team can be compared on a deal-by-deal basis.
Running the "Opportunities closed by Team" report could yield the following statistic:
Team % Opportunities Closed
Direct Sales 70
Business Partner 30
By tracking team performance on the Opportunity and Communication level, additional information
can be extracted to improve future sales performance.
Team % Tasks completed by Telemarketing Team on

Opportunities Closed
Direct Sales 80
Business Partner 10
Example: Reassigning Unresolved Cases

Your company is in the insurance business. Cases are used to handle automobile, home, life, and
travel insurance claims. Your customer service teams are set up by type of insurance.
The travel claims team is overloaded after the recent holiday season, however the home insurance
team has spare resources.
Following a team leader meeting, the travel claims team leader reassigns half of the unresolved
claims to the three available claims handlers in the home insurance team by:
1. Selecting the Team CRM button.
2. Clicking on the Cases tab.
3. Changing the user name in the Assigned To field of the case.
Creating a New Team

To set up a new team:
1. Click on Administration | Users | Teams. The Find page is displayed.
2. Select the New action button to add a new team. The Team page is displayed.
3. Enter the team details.
4. Click on the Save button. The Team Details page is displayed. Refer to Team fields (page 5-3) for
more information.
5-2 Sage CRM
Chapter 5: Teams
Assigning a User to a Team

To assign a user to a team:
3. Select the Find action button.
4. Click on the hypertext link of the user you want to assign to a Team. The User Details page is
displayed.
6. Select the team from the Primary Team list on the User panel.
7. If the user needs to view additional teams (for example, the Sales Manager may require access to
the Direct Sales and Telesales Teams), select these from the Display Team field.
8. Click on the Save button. The User Details page is displayed.
Setting User Access to the Team CRM Button

To give a user access to the Team CRM button:
1. Select the user you want to give access to the Team CRM button. The User Details page is
displayed.
2. From the Team List drop-down, select All Teams, User's Teams, or None. Selecting All Teams
gives the user access to the Team CRM button and all the team queues. Selecting User's Teams
gives the user access to the Team CRM button, their own team queues (Primary Team) and all
team queues selected from the Display Team list. Selecting None means the Team CRM button is
not made available to the user.
3. Click on the Save button. The User Details page for the user is displayed.
Deleting a Team
To delete a team:
1. Click on Administration | Users | Teams. The Find page is displayed.
2. Type in the Team Description. A list of teams matching the search criteria is displayed.
3. Click on the hypertext link of the team you want to delete. The Team Details page is displayed.
5. Select the Confirm Delete button. The Team is deleted.
Any opportunities, leads, cases, or communications linked to a deleted team will remain, but the
Team field will be blank. Also, it will not be possible to select the team from the context area of
the screen from the Team CRM area.
Team fields
The table below explains the standard fields on the Team page.

Chapter 5
Field Description
Team Description Team Name. For example, Direct Sales.

If you change the name of a team after you have
created and saved it, then the "translated" caption,
which is displayed on-screen in team list drop-down
fields, must be changed manually via Administration
| Translations (Caption Family Channels).
Broker Rule The Broker Rule is used when creating a task for a
group. If you pick a team and you do not explicitly
pick a broker rule, the system uses the broker rule
from the team if there is one. If there is none, the
default is “Queue”. For more information, please refer
to "Campaign Management" in the User Guide. The
Broker Rules are explained in the "Scheduling a Call
Back" section.
Owner Not in use.
5-4 Sage CRM
Chapter 6: User Activity
l View user activity for all users.

l View user activity for an individual user.
l Enable Locked Out Users to Log In.
l Archive user activity records.
l Run user activity reports.
l Check Current and Inactive Users.
Viewing User Activity for All Users

The User Activity administration option enables you to view the following information:
l Summary information about all user activity.
l A list of currently logged on users.
l A list of historical user activity records.
l Summary information about user sessions.
To view user activity information for all users:
1. Select Administration | Users | User Activity.
All User Activity page
2. Click on one of the four tabs to view the information you require (All User Activity, Currently Logged
In Users, Inactive Users, and User Summary).
Viewing User Activity for an Individual User

There are two ways of viewing user activity for an individual user: you can find a user and view that
user’s activity in the User Activity History tab. Alternatively, in the All User Activity tab you can
select a user name and click on the Filter button.
Finding a user and opening the User Activity History tab:

Chapter 6

2. Click on the Find icon beside the User field in the filter panel, and select a name from the user
drop-down list.
3. Click on the Filter button. The activity records for the selected user are displayed.
4. Click on the hypertext link of the user whose activity history you wish to view. The User Details
page is displayed.
5. Select the User Activity History tab. Activity details for the individual user are displayed.
Using the filter button on the All User Activity tab:
2. The All User Activity tab is displayed
3. Click on the Find icon beside the User field in the Filter panel and select a name from the drop-
down list that becomes available.
4. Click on the Filter button to view the activity records specific to the selected user.
5. The filtered activity records are displayed.
Note that both the User Activity History and All User Activity tabs feature additional filters that let you
specify a time span (defined as either between specific dates or within a relative period such as last
week or this month) for logons and logoffs so that only activity records featuring a logon time or
logoff time within that span are displayed. When setting filters you should be aware that if a record
features a logon time within the filter period for logons but its logoff time lies outside the filter period
for logoffs, the activity record is not displayed.
You can also further filter user activity records according to how the user logged off and the access
method (such as browser type) used.
Enable Locked Out Users to Log In

When setting up user configuration, the System Administrator can specify the number of times a
user can try incorrectly to log on before being locked out of the system. If requested, the System
Administrator can enable the user to log on again.
To allow locked out users to log on again:
1. Select Administration | Users | Users. Then, use the Find screen to retrieve the locked out user
2. Click on the hyperlinked name of the user. The User Details page is displayed.
3. If the selected user is locked out of the system, an Unlock User button is available in the Actions
Buttons area.
4. Click on the Unlock User button. The button disappears, indicating that the user can now try to log
on again.
Archiving User Activity Records

To avoid storing a large number of user activity records, you can archive records of a specific age.
Archived files are removed from your All User Activity page and filed to a CSV document, which is
stored with the system log files.
To archive user activity files:
2. Click on the Archive To File button. The Archive page is displayed.
6-2 Sage CRM
Chapter 6: User Activity
3. Select the age at which records are to be archived from the Records Older Than drop-down list.
You can select One Month, Three Months, Six Months or 12 Months. A message is displayed to tell
you how many records will be archived.
4. Select the Archive To File button. You are returned to the All User Activity page. A message is
displayed indicating how many records have been archived and the name of the file to which they
have been archived.
Running User Activity Reports

A set of standard reports for the User Activity area can be run from the Reports area of the Main
Menu. You can also create new reports which use the User Activity view.
The Administrator Reports category is only available to System Administrators. This can be
changed to, for example, allow Info Manager access by changing the properties on this report
category in Advanced Customization.
To run a User Activity report:
1. Select Main Menu | Reports | Administrator Reports. A list of existing Administrator reports is
displayed.
2. Click on the hyperlink of the report you want to run.
3. Set the report display options and search criteria.
4. Click on the Run button. The report output is displayed in a new browser window.
Check Current and Inactive Users

The Current Users and Inactive Users tabs are useful when you need to ensure that all users are
logged out of the system, for example when you are rebalancing the territory structure. Please refer
to Rebalancing Territories (page 4-12) for more information. In such situations, all users except the
Administrator user should be listed in the Inactive Users tab and only the Administrator user should
appear in the Current Users tab.

Chapter 7: Import Users
l Understand what Import Users can be used for.

l Complete Import Users, Step 1 of 4.
l Re-import users.
About Import Users

Import Users lets you add users stored in Microsoft Active Directory (AD) to Sage CRM in a batch
process. You can also repeat or re-import users to update details which have changed in Microsoft
Active Directory. The Import Users wizard takes you through the following steps:
l Step 1 - Select the data source for the import.

l Step 2 - Filter and select users from the data source selected in step 1.
l Step 3 - Define user settings for the import.
l Step 4 - Review the import log.
The following table shows the mapping of AD attributes to Sage CRM fields.
AD Attribute Sage CRM Requir- Notes

Field ed for
Import
sAMAc- user_logon Yes

countName
SN user_ Yes If the source attribute is empty,

lastname then this is populated with the
userPrincipalName.
givenName user_ No
firstname
mail user_ No If the source attribute is empty,

email- then this is populated with the
address userPrincipalName.
user- This attribute supports the

PrincipalName scenarios where source fields
required for the import are empty.

Chapter 7
When an import is repeated, and the option to overwrite existing CRM user data is selected, only
data in the mapped fields is overwritten.
Import Users can be used by System Administrators, or by Info Managers with Info Admin User
Rights.
Note: If an Info Manager with Info Admin User rights has read-only access to any of the mapped
fields, the import does not take this into account, and the data will be added or overwritten.
7-2 Sage CRM
Import Users, Step 1 of 4

To import users:
1. Select Administration | Users | Import Users.
2. Enter the details on the Active Directory Parameters panel. The fields are described in the table
below.
Active Directory Parameters panel
3. Click Connect. Once you have successfully connected to the LDAP (Lightweight Directory Access
Protocol) server, the Active Directory List is populated.
4. Select the node from the Active Directory List which contains users. You can use the Expand
Selected Node button to view the node contents and drill-down to select a single or organizational
group of users.
5. Select Continue.
The Import Users, Step 2 of 4 page is displayed.
The table below describes the fields on the Active Directory Parameters panel.
Field Description
LDAP Server Name Server name or server IP address of the server

where Active Directory is configured.
LDAP Server Port Port number. If this field is left blank, then 389 is the
default port used.
Active Directory User ID This is a logon ID with access to navigate the Active
Directory tree. For example, testID@testdomain or
testdomain\testid. The logon is the
UserPrincipalName attribute taken from the Active
Directory user's properties.
Active Directory User Password for the logon ID specified in the Active
Password Directory User ID field.

To complete Import Users, Step 2 of 4:
1. Select the users to import by filtering or changing the selections in the list of users.
2. Select Continue.
The table below describes the fields and options on the Import Users, Step 2 of 4 page.

Chapter 7
Field or Option Description
Last Name "Contains" search on the user's last name.
E-mail "Contains" search on the e-mail address.
Remove Existing CRM Selected by default. Remove selection if you want to

Users From The List view and select users already in CRM.
User List List of users from the data source chosen in step 1.
This list can be modified by using the Filter fields,
the Select / Deselect buttons, and the check boxes
next to individual users. Note: The Select/Deselect
buttons apply to the current filter. Please also note
that the filtering in Step 2 applies to the data source
selected in Step 1 (it is not re-querying Active
Directory each time).
Licensing Shows the number of seats available and number of

users selected. In a Named User install, an error
message is displayed if the number of licenses is
exceeded. "Seats available" refers to the number of
licenses minus the number of current active (does
not include resources) users. If concurrent licensing
is being used, this panel gives you the option to
import users as either named or concurrent licenses.
It will show the remaining seats available (total
licenses minus named users).
Note: The total number of users currently selected to
import includes the number of existing CRM users in
the system who are also in Active Directory. To clear
this number down to zero:
l Deselect the Remove Existing CRM Users From

The List check box
l Click Find (so that all users are displayed in the
list).
l Click the Deselect All button.

1. Enter the details on the Import Parameters panel. The fields are described in the table below.
2. Select Continue.
The table below describes the fields and options on the Import Users, Step 3 of 4 page.
7-4 Sage CRM
Field Description
Generate Random passwords are generated which follow the rules set in
Random Administration | Users | Security | Password Policies. Please see
Password Changing Password Policies (page 4-17) for more information.
This setting is not available if IIS Auto Login is enabled (from
Administration | Users | User Configuration).
Include Password will be included in the welcome e-mail. If this is not

Generated selected, the System Administrator must notify users separately
Password In of their password. If the Generate Random Password option has
Welcome E- been selected but the welcome e-mail option is not selected, the
mail System Administrator must reset the password in CRM and notify
users separately.
This setting is not available if IIS Auto Login is enabled (from
Administration | Users | User Configuration).
Use The Sets the same password for all users in the import.
Same
Password For
All Users
Password Enter a common password for all users in the import. The
password must conform to the rules set in Administration | Users |
Security | Password Policies.
Overwrite Data in the mapped fields is overwritten. Please see About Import
Existing User Users (page 7-1) for a list of the mapped fields. All other CRM
Details properties, including the password, remain unchanged.
Select User Select a user template. New templates can be added in

Template Administration | Users | User Templates. Please see User
Templates (page 9-1) for more information.
Resource Read-only. All users are imported with the Resource field set to
False.
Send Select to send a welcome e-mail to users. A mail server must be

Welcome E- available and configured in Administration | E-mail And
mail To New Documents | E-mail Configuration. Please see E-mail/SMS
Users Settings (page 33-2) for more information.
Note: If you are using E-mail Manager, the welcome e-mail does
not get filed by the mail manager filing service.
Select E-mail A standard template for the welcome e-mail is supplied. This
Template includes "tokens" for the CRM user name logon ID, password,
and a link to access the system. The tokens are specially
formatted so that they cannot be reused anywhere else in the

Chapter 7
Field Description
system (for example, document templates). The tokens are:

%CRMUserName% - The user display name from Step 2 of the
wizard, for example, Maye, Susan.
%CRMLogin% - The CRM user name logon ID, for example,
mayes.
%CRMPassword% - The CRM password. Displays "Password
not available" if the Include Generated Password In Welcome
E-mail option is deselected in Step 3, or if you have selected
Use The Same Password For All Users.
%CRMLink% - The URL to access CRM.
The template can be modified in Administration | E-mail And
Documents| E-mail Templates. Please see Setting up E-mail
Templates (page 34-4) for more information.

1. Select View Log File to open or save the log. The log file can also be accessed from Administration
| System | System Logs, and from ..\Program Files\Sage\CRM\[Installname]\Logs.
2. Select Continue to return to the Administration | Users home page.
Re-importing Users
To re-import users following changes to their details in Active Directory:
1. Make sure the Remove Existing CRM Users From The List check box in Step 2 of 4 is not
selected.
2. Select the Overwrite Existing User Details check box in Step 3 of 4, and complete the import.
The users are re-imported. Only data in the mapped fields is overwritten. Please see About
Import Users (page 7-1) for a list of the mapped fields. All other CRM properties, including the
password, remain unchanged.
7-6 Sage CRM
Chapter 8: User Configuration Settings
l Understand user configuration fields.
User Settings
User configuration settings apply to all users who work with CRM, as opposed to individual users.
To change user configuration settings:
1. Select Administration | Users | User Configuration. The User settings page is displayed.
User settings page
2. Select the Change button and make changes you require.

The following table describes user configuration settings, which apply to all users in the system.
You access the settings by selecting Administration | Users | User Configuration.
Field Description
Amount Of Days To This is used to calculate the amount of time that a

Password Expiring user has before their password expires. The Default
is 50 days.
Allow User Preferences Allows access to the My CRM | Preferences tab.

Please refer to the User Guide for more information
on Preferences.
Account Lockout Threshold Set to the number of times a user is allowed to enter

Chapter 8
Field Description
their password before being locked out of the

system. For example, if this is set to 3, if a user
enters their password incorrectly three times, they
are locked out of the system. A message is
displayed "Error: The user is locked out". The user
either waits the lockout duration before trying again,
or an administrator goes into the user's record and
unlocks them.
Account Lockout Duration Set to a duration of minutes that the user has to wait
(Mins) before trying to logon to the system after being
locked out. For example, if this is set to 5, the user
can attempt another logon after 5 minutes of being
locked out of the system.
User Inactivity Timeout Set to a duration of minutes that will return the user
(Mins) to the logon page if they have remained inactive for
that period. For example, if this is set to 10 and the
user remains inactive for longer than 10 minutes,
they will be returned to the logon screen the next
time they try to do anything. Note: By default the IIS
user inactivity setting is 20 minutes, although this
can be changed. If the CRM setting is greater than
the IIS setting, the IIS setting will take effect. If the
CRM setting is less than the IIS setting, the CRM
setting will take effect.
Use IIS Auto Login Set to Yes, CRM uses windows NT Authentication
in IIS to validate the user.
Note: You need to have a clear understanding of
how Internet Explorer and IIS handle windows
authentication to enable this setting. Incorrect
settings, especially NTFS file level settings, can
result in access denied errors. Once the user is
authenticated with IIS using their NT password, that
user is looked up in the CRM user table. The user
password in CRM is ignored since the user has
already authenticated with Windows using their
windows password. If the authenticated user is not
found in the CRM user table an access denied error
message is returned to the browser. This will
normally result in the browser prompting the user for
their user name and password. By default Internet
Explorer will automatically validate the user if the
CRM server is in the Intranet security domain, but
8-2 Sage CRM
Field Description
will prompt the user for their credentials if the CRM

server is in the Internet security domain. Even if the
CRM server is not using a secure connection (using
HTTPS) the authentication is secure. The
authentication is done by Windows and not by CRM.
Default Domain For IIS This is a security setting to prevent unauthorized

Login external access. Enter the NetBIOS domain name.
If you leave this setting blank, users in CRM are
matched to Windows users using their complete
domain\username account. For example, if you have
a user Susan Maye with NT user account mayes on
the domain sage, the CRM logon ID should be
sage\mayes. If you only have one domain you can
fill in this field with the domain name. In the
example, if sage is your only domain, you would put
sage into this field and the CRM logon ID for Susan
Maye would simply be mayes.
Plug-in Version Specify the path to and the name of the current CRM
Plug-in file in this field. The current CRM Plug-in
resides on the CRM server and is downloaded if the
client-side value does not match the value specified
in this field.
Outlook Plug-in Version Field applies to Classic Outlook Integration only,

and is not available when Exchange Server
Integration in enabled. Please refer to Enabling
Exchange Server Integration (page 36-5) for more
information.
Version of the Outlook Plug-in. You need to
manually update this if you receive a patch to the
Outlook Plug-in.
Use Outlook Plug-in Field applies to Classic Outlook Integration only,

information.
Set to No, the Install CRM Outlook Integration
button is not available from My CRM | Preferences.
If you set this to No and users have already
downloaded the Outlook plug-in, they will get a
message when they try to synchronize notifying
them that the plug-in is not available. Field not

Chapter 8
Field Description
available when Exchange Server Integration in

enabled. Please refer to Enabling Exchange Server
Integration (page 36-5) for more information.
One Way Synchronization Field applies to Classic Outlook Integration only,

information.
The system can be configured to synchronize from
CRM to Outlook only or from Outlook to CRM only.
The default configuration for this setting is No. This
means that synchronization takes place both ways -
CRM to Outlook, and Outlook to CRM.
Note: When this setting is changed in CRM, users
need to restart their CRM sessions from within
Outlook, then synchronize, for this change to take
effect.
Synchronize Outlook Field applies to Classic Outlook Integration only,

Deletions and is not available when Exchange Server
information.
Set to No, appointments, tasks, or contacts, that are
deleted in Outlook will not get deleted in CRM when
the two systems are synchronized.
Set to Yes, appointments, tasks, or contacts, that
are deleted from Outlook will be deleted in CRM, if
the user has appropriate rights to delete them.
The user can control the appearance of a notification
message, displaying the number of deletions, from
within Outlook in Tools | CRM | Options. Please
refer to the User Guide for more information.
Manage CRM And Outlook Field applies to Classic Outlook Integration only,
Updates and is not available when Exchange Server
information.
This option can be used when One Way
Synchronization is set to No, to help manage
conflicts that may arise if two people change the
same information in either system since the last
synchronization. Conflicts can be viewed via View
8-4 Sage CRM
Field Description
Conflict Log in Outlook. The settings are:

Outlook Updates Win. The changes made to
Outlook will appear in both Outlook and CRM. This
is the recommended option for organizations that
use Outlook as their primary appointment scheduling
tool.
Organizer Updates Win. This only applies to
Appointments. The Organizer refers to the person
who created the meeting in Outlook. If any users
update the same record in both systems and the
Organizer synchronizes, then the system behaves
as per the Outlook Updates Win setting. If any users
update the same record in both systems and an
“Attendee” synchronizes, then the system behaves
as per the CRM Updates Win setting.
This option is suitable for organizations that mainly
rely on CRM for their customer interaction
management, however they also have a number of
users who work with Outlook to organize and update
meetings. This option will ensure that the Outlook
organizers’ changes will be accepted in CRM.
CRM Updates Win. Changes made to CRM appear
in both Outlook and CRM. This is the recommended
option for organizations that use CRM as their
primary appointment scheduling tool.

Contacts and is not available when Exchange Server
information.
Enable or disable the Contact synchronization
between Outlook and CRM.

Appointments and is not available when Exchange Server
information.
Enable or disable the Appointment synchronization
between Outlook and CRM.
Synchronize Outlook Tasks Field applies to Classic Outlook Integration only,


Chapter 8
Field Description

information.
Enable or disable the Task synchronization between
Outlook and CRM.
Auto Sync (In Minutes) Field applies to Classic Outlook Integration only,
information.
Specify the interval at which you want automatic
synchronization to take place.
Auto-Logout If set to "Yes" all users are automatically logged out

when they shut down the browser or navigate to
another site.
Default User Date Format Specify the default date format for all users. For
example, mm/dd/yyyy or Month/Day/Year.
Individual users can override the default date format
in their user preferences.
Use Fileit Default is No. Select Yes if you want to use

automatic filing of e-mails using a Mail Manager
Server Filing address.
Please see E-mail Management (page 35-1) for more
information on the Mail Manager Server Filing
address.
Please refer to the User Guide for more information
on filing Outlook e-mails.
Enable Security For Groups Set to Yes, the CRM user security profiles (Security
Profiles, Admin, and Policies) are applied to Groups.
8-6 Sage CRM
Chapter 9: User Templates
l Change the default user template.

l Create a new user template.
l Set up a new user based on a template.
l Change template details.
l Change template user preferences.
l Change the security profile rights associated with a user template.
l Delete a user template.
Changing the Default User Template

All new CRM installs contain a Default User Template. The Default User Template is where you
can define your baseline settings for all new users. This enables you to define a set of common
characteristics (the default language to be used, security access rights common to all users, and
user preference settings) that can be applied to new users.
Once the default user template is defined, you can create other user templates, using the default
template as a basis. Note that the number of user templates you can create is not limited by your
number of user licenses.
To edit the Default User Template:
1. Select Administration | Users | User Templates. The Find page is displayed.
2. Type in the Template Name, in this case, Default User Template.
4. Click on the hypertext link of the Default User Template. Three tabs are displayed: Template
Details, User Preferences, and Security Profile.
5. Review and edit the template information in each of the tabs. Note: You cannot delete the Default
User Template.
User Template Setup, Step 1 of 3

To set up a new user template:
1. Select User Templates from the Users home page. The Find page is displayed.
2. Select the New action button. The User Template Setup, Step 1 of 3 page is displayed.
Template panel

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3. Enter the template details on the Template panel. The fields are explained in the table at the end of
this section.
4. Select the Continue action button. The User Template Setup, Step 2 of 3 page is displayed.
The table below explains the standard fields on the Template panel.
Field Description
Template Name The name of the template you are about to create, for
example Sales User.
Based on Template If you want to base the new template on an existing

template, select the template name from this drop-
down list.
Primary Team The default team that is displayed when the user
clicks on the Team CRM button.
Home Territory Security territory of the user. For example, USA.

To complete Step 2 of the user template setup:
1. Enter the user details in the More User Details and Security panels.
l The Previous button returns you to the User Template Setup, Step 1 of 3 page.
The User Template Setup, Step 3 of 3 page is displayed.

The table below explains the fields on the More User Details panel.
Field Description
Language Preferred language. Each user sees the same

underlying data in the database, however the
buttons, field names, and captions throughout the
application appear in the user's selected language.
User SMS Notification If SMS features are being used, setting this to True
allows a user to be sent an SMS notification
message to their mobile phone when
communications are created for them. Note the
Mobile E-mail Address field must be correctly filled
in for this to work.
Display Team The Team "queues" that the user is allowed to view
from the Team CRM button.
Forecasting - Reports To Sales manager or direct report, who should have

access to the selected user’s forecast. Please refer
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Field Description
to the Sales Forecasting chapter of the User Guide

Forecast - Currency Currency that the forecast is calculated in.

Even if the user enters a forecast value on the
Opportunity in a different currency, it is converted to
the Forecast Currency set here in the Forecast field.
Please refer to the Sales Forecasting chapter in the
User Guide for more information.
The fields on the Security panel are described in the setup of a new user. They just apply to the
template not the user in this case. Please refer to Security Panel Fields (page 3-9).

To complete Step 3 of the user template setup:
1. Enter the user preference details in the User Template Setup, Step 3 of 3 page.
The fields are the same as those in the setup of a new user. They just apply to the template
not the user in this case. Please refer to User Preference Fields (page 3-12).

l The Set To System Defaults button resets the user preferences to the preferences defined
in the Default User Template.
l The Previous button returns you to the User Template Setup, Step 2 of 3 page.
3. The Find page is displayed.
Setting up a New User Based on a Template

If you have already set up user templates, it is easy to create new users based on the predefined
templates.
To create a new user based on a user template:
1. Select New User from the Users home page. The User page is displayed.
2. Complete the fields on the page. Please refer to User Panel Fields (page 3-3) for more information
on the fields.
3. Select the template you created from the User Template drop-down list. When you do this, the
Administration, Primary Team and Home Territory fields are completed automatically according to
the settings you specified in the template.
4. Select the Continue button.
l The Save button takes you to the Users Find page. This misses out Steps 2 and 3 of the
user setup.
Note: If you are confident that all of the default settings from the selected User Template are
applicable to this new user, then there is no need to go through steps 2 and 3 of the New
User Setup.

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can create the next new user.
l The New User Setup, Step 2 of 3 page is displayed. All the settings on this page are
defaults from the User Template you selected in the previous step.
5. Review the default settings, and adjust them for this specific user. You can also add user specific
details, such as title, department, phone, fax, and pager numbers. Refer to More User Details Panel
Fields (page 3-8) and Security Panel Fields (page 3-9) for an explanation of the fields.
6. Select the Continue button. The New User Setup, Step 3 of 3 page is displayed. All the settings on
this page are defaults from the User Template you selected in the Step 1 of the New User Setup.
7. Review the default settings, and adjust them for this specific user if you need to. Refer to User
Preference Fields (page 3-12) for more information on the fields.
sequentially, and there is no need to review the User Preferences in Step 3.
l The Set To System Defaults button resets the user preferences to the preferences defined
in the Default User Template.
The User Details page for the new user is displayed.
Changing Template Details

To change information on the Template Details tab:
2. Type in the Template Name.
4. Click on the hypertext link of the template you want to make changes to, and select the Change
button.
5. Make the changes to the Template Details page.
6. Click on the Save button. The Template Details page is displayed with the updated information.
Changing Template User Preferences

To change the User Preference defaults in an existing user template:
4. Click on the hypertext link of the template you want to make changes to, and select the User
Preferences tab.
5. Make the changes to the User Preferences.
6. Click on the Save button. The Template User Preferences page is displayed with the updated
information.
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Changing Security Profile Rights associated with a User Template

You can view and navigate to the Security Profile currently associated with a template from the
Security Profile tab.
Please refer to Introduction to Security Management (page 4-1) for more information on Security
Profiles and Territories.
Note: If all you want to do is change the profile currently associated with a template from, for
example, Sales Manager to Marketing Manager, this can be done in the Profile Name drop-down
field from the Template Details tab. Please refer to Changing Template Details (page 9-4).
To change the Security Profile rights currently associated with a User Template:
4. Click on the hypertext link of the template you want to make changes to, and select the Security
Profile tab.
5. Click on the hyperlink of the profile the template is currently associated with. The Security Profiles
page for the selected profile is displayed.
6. Make the changes to the Profile Rights. Please refer to Adding a New Security Profile (page 4-3)
for more information on Security Profiles and Territories.
7. Select the Save button. The Security Profiles page is displayed.
Deleting a User Template

To delete a user template:
4. Click on the hypertext link of the template you want to delete. The Template Details page is
displayed.
6. Select the Confirm Delete button. The Find page is displayed. Note: You cannot delete the Default
User Template.

Chapter 10: Standard Classic Dashboards
l Create a standard classic dashboard.

l Create a classic company dashboard.
Creating a Standard Classic Dashboard

The System Administrator can set up standard classic dashboards, which are available to the user
from the My CRM | Dashboard tab.
To set up a standard classic dashboard:
1. Select Administration | Users | Standard Classic Dashboards. A list of existing classic
dashboards is displayed.
2. Select the Standard Classic Dashboard button to create a new standard classic dashboard. The
Dashboard Details page is displayed.
Standard Classic Dashboards Content page
3. Enter the name of the new dashboard, and complete the fields on the Dashboard details page.
l Display Contents From - select from a list of existing standard classic dashboards to base
the new dashboard on.

l Restrict To Team - select from a list of teams, if you want this classic dashboard to only be
available to, for example, the Direct Sales team.
l Set As Team Default - check if you want this classic dashboard to be the default for the
team.
4. Use the Filter By drop-down list to navigate to different categories of classic dashboard content.

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5. Click on the Add button next to the content you want to add.
l The content is added into the Narrow or Wide column lists on the right-hand side of the
page.
l Use the up and down arrow buttons to change the order of the classic dashboard content.
l To remove classic dashboard content, highlight the content in the column listing, then click
the minus button. Alternatively, you can navigate to the filtered list on the left-hand side of
the page, where the content is stored, and click the Remove arrow.
l The Clear button clears all the dashboard content.
For more information on setting up dashboard content, please refer to the Classic Dashboard
section in the User Guide.
6. When you have finished adding the standard classic dashboard content, select the Save button.
The standard classic dashboards list is displayed, showing the new dashboard you have created.
When a user logs on and selects the Dashboard tab for the first time, and chooses the Classic
Dashboard option, the standard classic dashboard is displayed.
The user can then decide to set this as their default classic dashboard to display every time they
click on the Dashboard tab, or they can set up another dashboard, and set this as their default
dashboard. If multiple dashboards already exist, but no default has been set, then the system
displays the first dashboard in the drop-down list to the user.
Customizing the Classic Company Dashboard

The Dashboard tab within the Company context can be used to display a management overview of
the status of the customer account.
If the System Administrator defines a standard Classic Company Dashboard, this will be displayed
when the user first clicks on the Dashboard tab in the context of the company. The user can then
customize the company dashboard to suit their needs.
To set up a standard company dashboard:
1. Select Administration | Users | Standard Classic Dashboards. A list of existing dashboards is
displayed.
2. Select the Company Dashboard button to add a new company dashboard.
3. Select the Continue button. The Dashboard Content page is displayed.
4. Use the Filter By drop-down list to navigate to different categories of dashboard content.
5. Click on the Add button next to the content you want to add.
6. When you finished adding the company dashboard content, select the Save button. The standard
dashboards list is displayed.
For more information on using the classic company dashboard from the Company Dashboard tab,
please refer to the User Guide.
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Chapter 11: Translations
l Work with translations and coaching captions.

l Know what is the best translation method for the job.
l Rename fields.
l Change selection list translations.
l Maintain multiple languages for selection lists.
l Create new languages "on-the-fly".
l Understanding the fields on the Translation Details page.
l Support multilingual help.
l Customize context-sensitive help links.
l Add and edit on-screen coaching.
l Adding and Editing Field Level Help.
Working with Translations and Coaching Captions

The options on the Administration | Customization | Translations page allow you to:
l Modify Language Translations
l Create new languages "on-the-fly"
l Create Inline Translations
l Create custom coaching captions
Translations enable you to adapt the standard field names and selection lists to suit the terminology
used in your company. You can also support the use of different languages on the same system.
The language that the screens appear in is defined in each user profile.
To change the language the user works in:
4. Click on the hypertext link of the user you want to make changes to. The User Details page is
displayed.
6. Select the language required from the Language field.
7. Select the Save button. The user sees the translations of the selected language.

Chapter 11
Modifying Language Translations

There are three methods for maintaining language translations. Decide what you want to achieve
and use the best method to suit your objective:
l Inline translation mode. This method is easiest if you are renaming field names in one or multiple
languages.
l Field customization method. This method is easiest if you are changing the translations of
selection lists in one language.
l Translations list method. This method is easiest if you are adding translations for selection lists in
multiple languages.
Inline coaching captions editing is used for changing the text in coaching captions. Please refer
to Adding and Editing Text for On-screen Coaching (page 11-7) for more information.
Inline Translation Mode

To switch on the Inline Translation Mode:
1. Click on the Administration | Customization | Translations. The Find page is displayed.
2. Select the Inline Translation Mode check box. All field names that can be translated in this mode
are displayed with an underscore and asterisk after the name.
Renaming a Field
This example involves changing the field on the Company Search screen currently called Type to
be called Category.
To rename the field translation:
1. Switch on Inline Translation Mode.
2. Right click on the Find menu button and select Company from the pop out list. The company Find
page is displayed.
3. Click on the asterisk next to the caption field.
The Translation page is displayed in a new window.
11-2 Sage CRM
Translation page
The Caption Context field exists to help translators get as close as possible to the original
intended meaning of the word.
4. Type in the new translations and select the Save button.
5. Click on the Administration button.
6. Clear the Inline Translation Mode check box. The new translation can be viewed by returning to
the company Find page.
Field Customization Method

Changing Translations in a Selection List: This example involves changing the selection list
item Letter Out to Letter Sent in the communications Action field.
To change the selection list translation:
1. Click on Administration | Customization, and select Communication from the Customization
home page.
2. Select the Fields tab. A list of fields for the Communication table is displayed.
3. Click on the Selection hypertext link next to the Action field. The Maintain Lookup Selections page
is displayed.
Maintain Lookup Selections for Action page
4. Highlight the selection you want to change.

5. Type the new translation in the Change Translation (US) field. The language defaults to the
language of the active user.
6. Select the Update button.
7. Select the Save button. The new translation is saved and can be viewed by creating a new task
from My CRM | Calendar and clicking on the Action field.
Translations List Method

Maintaining Multiple Language Translations in Selection Lists: This example involves adding
French, German, and Spanish translations for the selection list item Pending in the communications
Status field.
To maintain multiple selection list translations:

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2. Assuming the language of the current user is US English, type Pending in the US Translation field.
3. Select the Find button. A list of all translations meeting this search criteria displays.
4. Click on the hypertext link of Pending for the Caption Family Comm_Status. The Translation
Details page is displayed.
5. Select the Change button. The Translation Details page is displayed.
6. Type in the French, German, and Spanish translations.
7. Select the Save button. The Translation Details Page is displayed with the new language
translations. The translations take immediate effect. Any users working in these languages will see
the new translation for Pending in the Status field on the communication screen.
Creating New Languages "On-the-Fly"

A standard installation is set up to support seven concurrent languages. New languages can be
added from the Translations page mid-session. These then become part of the User Language
selection list and part of the Translation Details page.
To add a new language:
2. Select the Add New Language button. The Add New Language page is displayed.
Add New Language page
3. Enter the details of the new language (ISO codes are preferred for the Language Code).
4. Select the Save button. The new language can now be maintained from the Translation Details
page. The new language is also selectable from the Language field within user administration.
Translations Page "don'ts"

We strongly advise against adding or deleting translation records in the Translations page. This will
have far-reaching effects on your system. This functionality should only be used if you have
completed a Developer training course.
Translation Details Page Fields

The following table explains the standard fields on the Translation Details page. The shaded fields
are reserved for use by developers—refer to Translations Page "don'ts" (page 11-4).
Field Description
Caption Code The system code that is stored—not what the user
sees on the screen. For example, LetterOut. This
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Field Description
stays the same regardless of the language

translation. It is set up when the selection choices
are defined. Please refer to Field Customization
Caption Family The Caption Family groups the code. For example,
LetterOut, LetterIn, PhoneOut, PhoneIn all belong to
the Caption Family Comm_Action.
Caption Family Type The Type of Caption Family. For example, for a
selection list the family type is Choices.
Caption Order The order the caption appears in the selection list.
Caption Context Can be used to add free text to a custom caption to

give it more meaning. This provides context
information for translators less familiar with the
system.
US Translation The US English translation for the Caption Code.
UK Translation The UK English translation for the Caption Code.
French Translation The French translation for the Caption Code.
German Translation The German translation for the Caption Code.
Spanish Translation The Spanish translation for the Caption Code.
Dutch Translation The Dutch translation for the Caption Code.
Japanese Translation The Japanese translation for the Caption Code.
Customizing Help
Sage CRM help is installed with context-sensitive help, accessed by clicking on the help button
available on most screens in the system.
The help files are installed on the CRM server in the following locations:
l ..WWWRoot\HELP\EN\Main Menu for user help accessed from the Main Menu area.
l ..WWWRoot\HELP\EN\Administration for system administrator help accessed from the
Administration area.
There are a number of options available if you want to provide customized help to your users.
The following options can be carried out from within the system by a System Administrator:
l Customize on-screen coaching text. A fast and easy way to provide customized help on most
screens in the Main Menu area. Please refer to Adding and Editing Text for On-screen Coaching
l Change existing context-sensitive links to any *.HTM file which resides in either
..WWWRoot\HELP\EN\Main Menu\Content\User or

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..WWWRoot\HELP\EN\Administration\Content\Administrator. Please see Customizing Context-

Sensitive Help Links (page 11-6) for more information.
l Add and customize field-level help to provide hover-activated tips on specific fields. Please refer to
Adding and Editing Field Level Help (page 11-8) for more information.
The following advanced options can be considered if more extensive customization is required:
l The source files for CRM's help are created using Flare - a help authoring tool made by Madcap
Software. If you have the expertise and licenses to create a customized help project which mirrors
the Sage CRM help file structure, you can replace parts or all of the standard Sage CRM help with
your customized project.
l Alternatively, you can create help using the help authoring tool of your choice and replace part or
all of the standard Sage CRM help.
If either of these advanced options are used, two basic design criteria must still be met:
l The default help home pages for the Main Menu and Administration areas must be called
DEFAULT.HTM and reside in .WWWRoot\HELP\EN\Main Menu or
..WWWRoot\HELP\EN\Administration. This is the default file and location that CRM looks for if no
context-sensitive link has been set.
l The help content files must be *.HTM files and reside in ..WWWRoot\HELP\EN\Main
Menu\Content\User or ..WWWRoot\HELP\EN\Administration\Content\Administrator. Only files
meeting these criteria can be selected from the Inline Translation tool used to set up the context-
sensitive links. Please see Customizing Context-Sensitive Help Links (page 11-6) for more
information.
Note: Any changes made to the help must be maintained and backed up by the System
Administrator. Sage CRM is delivered with new help files and context-sensitive links with each
release. From 7.0 onwards, custom help files and links will be preserved on upgrade.
Customizing Context-Sensitive Help Links

To customize a context-sensitive help link:
1. Select Administration | Customization | Translations.
2. Select the Inline Translation Mode check box.
3. Navigate to the page where you want to change the existing help link.
4. Click on the Help action button. A list of existing help files is displayed in a new browser window.
The help file currently linked to the page is highlighted in the list.
Help files
The list of files displayed here is filtered to display any *.HTM file which resides in either
..WWWRoot\HELP\EN\Main Menu\Content\User or
11-6 Sage CRM
..WWWRoot\HELP\EN\Administration\Content\Administrator. If you have added your own

custom help pages to these locations, you can link to them by selecting them from this list.
5. Select the help file you want to link the current page in CRM to.
7. Repeat for all help links that you want to change.
Note: In CRM, each "mode" represents a unique help link. For example, the help link on the
Company Summary page in view mode is different from the help link in edit mode. This means you
can set up a help link specific to viewing, changing, or deleting the record.
8. When you have updated the links, return to Administration | Customization | Translations, and
uncheck the Inline Translation Mode. When the user clicks on the Help button on the page where
you changed the link, the new page is displayed.
Supporting Multilingual Context-Sensitive Help

Context-sensitive help is available throughout the Main Menu and Administration areas and
provides information about the particular CRM screen and functionality currently being accessed.
For example, select Find | Company, click on the Help button, and the Searching For A Company
help page is displayed in a new browser window. Select, for example, Administration | Data
Management | Data Upload, click the Help button, and the Running The Data Upload help page is
displayed.
It is possible for users who work in different languages to access context-sensitive help in their
language of choice. This option is provided during installation, when the help files for the one or
more languages supported by a Sage CRM license are installed in the directory structure.
The help files are placed in the WWWRoot\Help\<LanguageName> subdirectories of the CRM
installation. For example, WWWRoot\Help\DE and WWWRoot\Help\EN—for German and
English, respectively.
Each of the language subdirectories is further divided into two folders:
l The Main Menu folder contains all the help files called from the Main Menu area.
l The Administration folder contains all the help files called from the Administration area.
The language of the context-sensitive help displayed for a user depends on that user’s language
preference. For information on setting a user’s language, please refer to New User Setup, Step 1 of
3 (page 3-1). If the help file in the user’s chosen language has not been installed, the help text is
displayed in system default language.
Adding and Editing Text for On-screen Coaching

On-screen coaching displays contextual information to a user in a caption at the top of a particular
screen.
System Administrators can add new coaching text, modify existing captions, or copy text initially
intended for one screen and use it in a different context.
On-screen coaching is enabled/disabled via the Allow Coaching In CRM setting in
Administration | System | System Behavior.
To add on-screen coaching:

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2. Select the Inline Coaching Captions Editing check box. A new hyperlink is displayed at the top of
every CRM screen called "Add /Edit Coaching Text". This hyperlink allows you to add or edit the
coaching text for the current screen.
3. Navigate to the screen where you want to add new on-screen coaching text.
For example, select Main Menu, right-click on the New menu button, and select Company from the
pop-out list. The Company deduplication page is displayed.
4. Enter a name in the Company Name field and click on the Enter Company Details button. The
Company Entry page is displayed.
5. Select the Add/Edit Coaching Text hyperlink. The On-Screen Coaching page is displayed in a new
window.
On-screen Coaching page
6. Select Create New On-screen Coaching Text.

l Re-use Existing On-screen Coaching Text allows you to select and re-use text that is
already being used on another screen. If you select this option, a new panel, Existing On-
screen Coaching Entries, is displayed, enabling you to choose an existing coaching
caption. When using this option, any changes you make to the on-screen coaching text
appear on all other screens that use this text.
l Clone Existing On-screen Coaching Text allows you to select and re-use text that is
already being used on another screen. As with the previous option, you can select an
existing caption from a list in the Existing On-screen Coaching Entries field. When you use
this option, any changes made to the on-screen coaching text will not appear on any other
screens.
7. Write the text you want to display in the on-screen coaching and select Save. You can use basic
HTML bold and bullet list commands to customize the way your on-screen coaching text is
displayed. The updated coaching caption is displayed at the top of the screen.
9. Clear the Inline Coaching Captions Editing check box. The Add/Edit Coaching Text hyperlink is
removed from all screens.
Adding and Editing Field Level Help

Field-level help displays a hover-activated tip on a field-by-field basis.
To create new field-level:
1. Identify the field name where you want field-level help to be displayed, for example, pers_suffix.
3. Select the New action button.
11-8 Sage CRM
4. Add the new translation. The Caption Code must match the column name, for example pers_
suffix, the Caption Family must be set to ColHelpText, and the Caption Family Type to Tags.
5. Type the text for the field-level help "hover tip" in the language translation fields.
6. Save.
7. Go to, for example, the Person Summary tab and select Change. A question mark icon is displayed
next to the Suffix field.
8. Hover over the question mark icon to view the help text.
Note: The help text for the field is displayed on all screens in "edit mode" where the field is
displayed. This includes search screens where the field is present. The help text cannot be
accessed from touch-screen devices.

Chapter 12: Component Manager
l Use the standard Component Manager functionality.

l Upload and install components.
Introduction to Component Manager

Component Manager allows customizations made on one CRM system to be saved and transferred
to another CRM system. It enables CRM developers to package and reuse implementation-specific
customizations in future implementations.
The Extensibility Module is required to record changes and create a component. Please refer to the
Developer Help for more information on recording and creating components.
This chapter explains the process of how System Administrators can upload and install
components provided to them.
What Information do Components Typically Contain?
Components supplied to you may contain full details of any of the following areas:
l Field Customizations.
l Field Security—where the update applies to "Everyone".
l Screen Customizations—including Field Level Scripting and Custom Content.
l View Customizations.
l List Customizations.
l Tab Customizations—including System Menus and Menu Buttons.
l Block Customizations—including Dashboard blocks.
l Table and Database connections.
l TableScript Customizations.
l Translations—including inline translation mode, field customization method and translations list
method.
l Reports—creation of new reports and modification of existing ones.
l Most Workflow Customizations.
l Button Groups.
l Interactive Dashboards.
Customization script files, such as ASP pages, will be included automatically if they are directly
referred to (for example, by a newly created tab). However, when an ASP page is updated, or when
a file that is indirectly referred to is added (for example, an "include file" in an ASP page), then these
files must be manually copied to the component folder. Please refer to the Developer Help for more
information.

Chapter 12
Uploading and Installing Components

The following stages are involved in uploading and installing components:
Preparing to Install the Component (page 12-2)
Uploading Components (page 12-2)
Installing Components (page 12-3)
Preparing to Install the Component

Before you install a component, you need to make a note of the following:
l Ensure that the Component you are about to install is in ZIP file format.
l Component ZIP files supplied to you may contain more than one component. When you upload a
ZIP file containing more than one component, all of the components contained in the ZIP file are
available for installation.
l Copy the Component ZIP file to a location where it is easily accessible.
Uploading Components
To upload a component to the server:
1. Select Administration | Customization | Component Manager. When you do this, the Components
page is displayed. If any components were previously installed on your system, they are listed on
this page.
2. From the Add Component panel, browse to the component ZIP file and select Open.
3. Select the Upload New Component button. The Component is added to the Available Components
list. The Available Components list displays all of the components that have been uploaded to the
server. All of these components are available to install. The list of available components displays
component descriptions unless a description is not available, in which case the component name
is displayed.
Available Components list
12-2 Sage CRM
Chapter 12: Component Manager
Installing Components
To install a component:
1. From the Components tab, select the component you want to install from the Available
Components list.
The View Details button allows you to view more information about the component before it is
uploaded, such as the version it was created in, and a detailed description of the component.
2. Select the Install Component button to install the component.
The next step depends on whether parameters were specified when the component was created.
Parameters give you choices as to the way in which the component gets installed.
l If parameters were specified, the Parameters, Step 1 of 2 page is displayed with a number
of fields. Complete the fields and select the Install Component button to continue installing
the Component. The Parameters, Step 1 of 2 screen may also be displayed without fields,
but with information about the component you are installing.
l If parameters are not specified, a message displays to inform you that parameters have not
been specified in the ECF file.
l Apply All Changes - this drop-down defaults to Yes. It allows you to overwrite existing
customizations made by installing previous components. In most cases, this drop-down
should be set to Yes. Selecting No preserves changes to the same objects made by a
previous component. Please refer to the Developer Help for more information.
l Preview Install - allows you to see the actual script that will be executed when the
component is installed, as well as a prediction of whether each step will be successful.
From the Preview Install, Step 2 of 2 page you can export the script to a CSV file for closer
examination.
3. Select Install Component to continue. If the Apply All Changes field was set to Yes, a dialog box is
displayed to warn you that changes from previous components will be overwritten.
4. Select OK to continue. Component Manager starts to install the scripts. This involves:
l Loading the new information.
l Recreating the views.

l Reloading the metadata.
The installation process may take a few minutes to complete. Progress information is displayed
while the component is being installed.
5. Once the component is installed you can select View Log File to view detailed information about
the install. The log file can also be viewed from Administration | System | Logging.
6. Select the Continue button. The Components tab is displayed, and the component you installed is
displayed in the list of installed components.

Chapter 13: Field Customization
l Know the factors that need to be considered before customizing fields.

l Add a new field to a table.
l Create a new field.
l Make changes to an existing field.
l Delete a field.
l Use field security to define access.
l Customize lead mappings.
l Customize solution mappings.
l Understand the fields on the Change Database Field Properties page.
Important things to know before you start

l Deleting a field: You can delete custom fields in CRM - i.e. any new fields, which you have added.
However, caution is advised when updating the database. It is recommended practice that all users
are logged off CRM when a field deletion is taking place, and a backup of the database is
available. Deleting a field is not reversible. If a mistake is made, restoring the database backup is
recommended.
l Testing: It is recommended that you make major changes to fields and screens on a test system
before implementing them in a live environment. Note: Failing to do so may case unexpected
behavior in the system.
Adding a New Field

The following examples are provided on adding new fields:
Example: Adding a New Field to the Company Table (page 13-1)
Example: Placing the New Field on the Company Entry Screen (page 13-2)
Example: Adding a New Check box to the Address or Person Type (page 13-2)
Example: Adding a Search Select Advanced Field (page 13-3)
Example: Adding a New Field to the Company Table

To track the overall relationship of a customer to your company, you decide to add a new field called
Relationship to the Company table.
To create a new field on the company table:
1. Click on Administration | Customization | Company.
2. Select the Fields tab. A list of fields for the Company table is displayed.
3. Select the New action button. The Change Database Field Properties page is displayed.

Chapter 13
Change Database Field Properties page
4. Enter the field properties.

5. Select the Save button. The new field is added to the Company table.
Example: Placing the New Field on the Company Entry Screen

To place the new field on the Company Entry Screen:
1. Select Administration | Customization | Company.
2. Select the Screens tab. The list of Company Screens that can be modified is displayed.
3. Click on the Customize button beside the Company Entry Screen. The Maintain Screen Definition
page is displayed.
Maintain Screen Definition page
4. Select Company: Relationship from the Field list.

5. Define the Position, Height, and Width of the field.
6. Select the Add button. The new field now appears in the Screen Contents list.
7. Highlight the new field and use the up and down Arrow buttons to move it within the Screen
Contents list. Position the new field next to the field it should precede or follow.
The new field can now be viewed on the Company Entry Screen.
Example: Adding a New Check box to the Address or Person Type

This example has been highlighted because it does not require the creation of a new field. There is
no field called Type on the Person or Address table. This information is held in a special link table.
Address Type check boxes
13-2 Sage CRM
To add a new Address Type to the Address screen:

1. Select Administration | Customization | Translations. The Translations Find page is displayed.
2. Type in the translation of one of the existing address types in the US Translation field, for example,
Billing.
4. Click on the hypertext link of the translation. The Translation Details page is displayed.
5. Make a note of the details and then select the Cancel button. This returns you to the Translations
Find page.
7. Create a new translation for the new address type called Delivery, ensuring that the Caption Family
is set as Link_CompAddr and the Caption Family Type is Links.
Translation Details page
8. Select the Save button. The new Address Type check box is now visible and can be selected on
the Address Screen.
To add a new Person Type check box to the Person screen, follow the same steps using Link_
CompPers. New E-mail and Phone types can be added in a similar way using the Caption Families:
Link_CompPhon, Link_PersPhon, Link_CompEmai, and Link_PersEmai.
Example: Adding a Search Select Advanced Field

Search Select Advanced allows a user to search for records within an entry screen. It also enables
users to type in a few letters in a field, click the search select advanced icon, and select an option
from the search matches, which display as hyperlinks underneath the field. An example of a search
select advanced field is on the Cases tab in the context of a Solution. The table below shows which
fields are searched on by default when an entity is selected.
Entity Selected Field Searched On
Case Description
Company Name
Lead Description
Opportunity Description
Order Reference
Person Name

Chapter 13
Entity Selected Field Searched On
Quote Reference
Solution Description
Campaign Name
Wave Name
Wave Item Name
You can customize Search Entity defaults from Administration | Translations. To change the default
search field on the Case Entity from, for example, Description to Reference ID, change the
translation in SS_ViewFields from Case_Description to Case_ReferenceId.
You can create a new search select advanced field to, for example, link to an existing opportunity
from the Opportunity Detail screen.
To create a search select advanced field:
1. Select Administration | Customization | Opportunity.
2. Ensure that the Fields tab is selected. The list of fields for the Opportunity table is displayed.
3. Click on the New action button. The Change Database Field Properties page is displayed.
4. Choose Search Select Advanced from the Entry Type field.
5. Add the Column Name, Caption, and select a Search Entity, for example Opportunity. Once you
specify a Search Entity, a number of non-standard fields are displayed.
6. If you are adding a Search Select Advanced field to the Opportunity Detail screen for example, you
may find it helpful to add the Assigned To View field to the search results, to help identify which
opportunity you should link to. You do not need to change anything within Administration |
Translations for this, just select Assigned To from the View Field list.
Change Database Field Properties page
7. You can also restrict the search to be performed within the context of the current Person or
Company from the Default field. If you choose to leave this blank, a further option to restrict the
search would be to add a piece of SQL. If you leave both blank, the search is performed across the
13-4 Sage CRM
whole database.
8. Select the Save button. The new field is added to the Opportunity table.
9. Add the new field to the Opportunity Detail screen:
10. To test out your changes, open My CRM | Opportunities and click on the New Opportunity button.
The Search Select Advanced field is displayed within the Details panel of the Opportunity. Refer to
Change Database Field Properties fields (page 13-14) for more information.
Modifying an Existing Field

The following examples on modifying existing fields are provided:
Example: Modifying the Default Field Properties (page 13-6)
Example: Modifying the Width of a Text Box (page 13-6)
Example: Adding a Selection List to an Existing Field

This example involves adding a selection list to a new field called Relationship on the Company
table with the selections "Positive", "Indifferent" and "Negative". Before you continue with this
example, create a new text field on the Company table called Relationship, and add it to the
Company entry screen.
To add the selection list:
2. Select the Fields tab. A list of fields for the Company table is displayed.
3. Click on the hypertext link of the Relationship field. The Change Database Field Properties page
is displayed.
4. Change the Entry Type to Selection.
5. Select Create New Lookup Type from the Lookup Type field.
6. Select the Save button. The Maintain Lookup Selections page is displayed. You create the values
for the list from this screen.
Enter the Code and Translation for the Selection and click on the Update button. Do this for each
selection in the list. You can use the up and down Arrow buttons to change the position the
selection appears in the list. Note: The Code must be unique, and it is recommended that text
rather than numbers are used for the codes.
Maintain Lookup Selections page

The list takes immediate effect and can be viewed on the Company Entry screen.

Chapter 13
Example: Modifying the Default Field Properties

In the previous example, it was necessary to open the drop-down list and make a selection in order
to assign the Relationship field a value. In this example, the default value of the Relationship field
will be set to "Positive."
To set the default and mandatory field properties:
2. In the Fields tab, click on the hypertext link for the Relationship field.
3. The Change Database field properties page is displayed.
4. Set the Default value to "Positive."
The field's properties are modified. To view the outcome, begin creating a new company. The
Relationship field is now set to "Positive" by default.
Example: Modifying the Width of a Text Box

This example modifies the width of the Notes text box found on the notes Tabs of companies,
people, opportunities, and cases.
To change the entry width of a text box:
1. Select Administration | Customization, and select Notes from the Secondary Entities drop-down
on the Customization home page.
2. Ensure that the Fields tab is selected. This shows a list of fields for the Notes table.
3. Click on the hypertext link of the Note field. The Change Database Field Properties page is
displayed.
4. Change the Entry Width from 80 to 40.
The field's properties are modified. To view the outcome, create a note in the context of a company.
Deleting a Field
You can delete custom fields in CRM - i.e. any new fields, which you have added. It is
recommended practice that all users are logged off CRM when a field deletion is taking place, and a
backup of the database is available. Deleting a field is not reversible. If a mistake is made, restoring
the database backup is recommended.
If the field you wish to delete is not being used anywhere in the system, you will be asked to confirm
that you want to delete the field. If the field is in use within CRM, you will be presented with either a
warning or a refusal to delete. A warning is a notification that the field is in use elsewhere in the
system (in screens, lists or searches). You can still go ahead and delete the field if you wish. If the
field is being used in reports, scripts, views, groups, escalations, notifications, workflow, tab SQL,
or dashboards you will be refused permission to delete.
To delete a custom field in the Company entity:
13-6 Sage CRM
1. Select Administration | Customization | Company, and select the Fields tab.

2. Click on a hyperlink of the field name. The Change Database Field Properties page is displayed.
3. Select the Delete button. A warning is displayed to informing you where the field is currently being
used, for example, the Company Search Screen.
4. If you are sure you want to delete this field, select the Confirm Delete button.
The field is deleted and the Fields tab is displayed.
Using Field Security

Field security allows System Administrators to define how users can access the fields associated
with a screen. For example, it is possible to make a field invisible to some users, allow others to
view the contents of the field but not to change them, and to grant others both read and write
access. In addition, it is also possible to make it mandatory for the user to enter a value in the field
before submitting the form.
This field security can be supplemented by System Administrators with JavaScript skills, who can
add code in the scripting boxes available through the Screens tab when customizing an entity. For
more information on field-level scripting, please refer to Using Generic JavaScript in Field Level
Scripting (page 15-6).
Note: Field security changes apply immediately, and to all logged on users. There is no need to
reset IIS, to carry out a metadata refresh, or require users to log off and back on.
More Notes on Field Security
l System Administrators using field-level security to restrict rights should be aware that they are
responsible for checking whether possible conflicts can arise. For example, the System
Administrator should ensure that a user is not required to enter a value into a field for which they do
not have read access.
l If check boxes in the Read and Write Access columns are cleared, this means a default denial of
access rights to connected security types. For example, if all the check boxes in the Everyone row
are cleared, this means that all profiles, teams, or users are denied read and write access to the
field in question. However, a user will be able to access the field or change its contents if a security
type that applies to him/her is added to the list and has its relevant Allow check boxes selected.
l If one user is denied read access to a field, security considerations mean that the contents of this
field are excluded from keyword searches performed by all users. For more information, refer to
System Behavior Settings (page 42-4).
Accessing Field Security

You can view existing field security, for example on the Company SLA field, via the Company
Fields tab.
To access current field security settings:
1. Select Administration | Customization.
2. Select the entity you want to view field security for. For example, Company.
3. Select the pencil icon from the Field Security column next to the field you want to review field
security for. For example, SLA. The Modify Field Security field is displayed.

Chapter 13
Modify Field Security page
4. The access rights to this field for "Everyone" are defined by default. In this example, all users who
have access to the Company screen featuring the SLA field can both see the field ("Read Access")
and change the contents of the field ("Write Access").
There are two check boxes for both the Read Access and Write Access sections: Allow and Deny.
By selecting a specific check box you can also affect the other check boxes in the row. For
example, when you select the Allow check box in the Write Access section, the Allow check box in
the Read Access section is automatically selected. If you select the Deny check box in the Read
Access section, the check boxes in the Write Access section become unavailable, indicating that
write access is irrelevant when a field is not viewable. In addition, the Required check box, which
indicates that the field must contain a value for the form to be successfully submitted, is also
inactive in this situation - a field that cannot be viewed cannot be marked as required.
Adding Security Types for a Field

Field Security can be set for Everyone (all users), an individual user, a team, a security profile, or a
combination of these security types.
In this example, new security types are set up for Susan Maye and for the Sales Manager Profile on
the Company SLA field.
The following table lists the security types that could affect Susan Maye’s rights to view or change
the SLA field:
Security Type Example
Everyone Everyone
Profile Sales Manager Profile
Team Direct Sales
User Susan Maye
Susan Maye is a member of the Direct Sales team and has been assigned the Sales Manager
Profile. Susan Maye as an individual user might have write access for the SLA field. However, if
either the Direct Sales team or the Sales Manager Profile are denied write access, Susan Maye’s
personal settings are overridden and she cannot change the value contained by the SLA field.
Susan Maye’s access to the SLA field is ultimately defined by the "Everyone" rights that apply to
every user in the system.
To add security types for a field:
1. Select Administration | Customization.
2. Select the entity you want to view field security for. For example, Company.
13-8 Sage CRM
3. Select the pencil icon from the Field Security column next to the field you want to review field
security for. For example, SLA. The Modify Field Security field is displayed.
Access rights set for Everyone, an individual user, and a profile
4. Click on the New button. The New Field Security page is displayed.
5. Select User from the Select Security Type panel, and highlight the user you want to define Field
Security for from the list of users.
6. Click on the Save button. The Modify Field Security page is displayed, showing the new security
type for the individual user. The Allow check boxes in the Read Access and Write Access columns
are selected by default.
7. Tick the Deny check box in the Write Access column to restrict the user’s access of the field to view
(Read) only.
l If you leave the individual user’s read and write access set to Allow, but Everyone’s rights
are set Deny, then the individual user’s rights are also denied, even if they are showing as
allowed. This is because the deny access rights for Everyone override Susan Maye’s rights.
l This does not, however, work the other way around. This is because security types work to
define access rights to restrict access only. In other words, although security type A can
deny read or write access for type B, it does not enable access if the type B has already
been denied. If Susan Maye’s Write Access has already been set to Deny, even if
Everyone’s access is set to Allow on Read and Write, Susan Maye will not be able to
change the field’s value.
8. Click on the New button. The New Field Security page is displayed.
9. Select Profile from the Select Security Type panel, and pick the profile you want to define Field
Security for from the drop-down list of profiles. For example, Sales Manager Profile.
10. Click on the Save button. The Modify Field Security page is displayed, showing the new security
type for the profile. The Allow check boxes in the Read Access and Write Access columns are
selected by default.
Although the rights for the Sales Manager Profile specifies write access to the SLA field, Susan
Maye cannot change this field because the Deny check box for Write Access is checked in her row.
Other users that are assigned the Sales Manager Profile, however, will have read and write rights
for this field (assuming that they have not be denied access through another security
type).Selecting the Remove icon deletes the access rights associated with a particular security
type.
11. Select the Continue button to return to the Fields tab.
Customizing Lead Mappings

Mappings can be created from fields on the Lead table to fields on the Opportunity table. The
mappings take effect when the lead is converted to an opportunity.
Find out more about lead mappings in:
Mapping Leads to Opportunities (page 13-11)
Mapping Leads to Companies and People (page 13-12)

Chapter 13
Currently, a number of fields are converted automatically when a lead is converted to an

opportunity, for example the Description field. See the table at the end of this section for the default
mappings.
The Lead to Opportunity mappings can be customized from Administration | Customization |
Leads | Fields, and clicking on the Mappings button.
Mappings can also be created from fields on the Lead table to fields on the Company and Person
tables. The mappings take effect when the lead is matched to a company and a new company
record is created.
Currently, a number of fields are converted automatically when a lead is matched to a new
company. For example, the Lead Company Name maps to the Company Name. See the table at
the end of this section for the default mappings.
Lead to Company mappings can be customized by matching the field names with the same prefix.
Person, Address, and Phone mappings must use the same set of hardcoded fields. Please refer to
Mapping Leads to Companies and People (page 13-12).
Note: If you create any new, corresponding mapping in Administration | Customization, the default
system mapping is overwritten.
The table below lists the default system mappings.
Lead Field Maps to
lead_description oppo_description
lead_source oppo_source
lead_mainproductinterest oppo_product
lead_details oppo_note
lead_waveitemid oppo_waveitemid
lead_companyname comp_name
lead_companywebsite comp_website
lead_companyrevenue comp_revenue
lead_companyemployees comp_employees
lead_personlastname pers_lastname
lead_personfirstname pers_firstname
lead_personsalutation pers_salutation
lead_persontitle pers_title
lead_personemail Company Business e-mail (Emai_EmailAddress

with Emai_Type = ‘Business’)
lead_ Company Business phone country code (Phon_
13-10 Sage CRM
Lead Field Maps to
personphonecountrycode Countrycode with phon_type ‘business’)
lead_personphoneareacode Company Business phone area code (Phon_

Areacode with phon_type ‘business’)
lead_personphonenumber Company Business phone number (Phon_Number

with phon_type ‘business’)
lead_personfaxcountrycode pers_faxcountrycode
lead_personfaxareacode pers_faxareacode
lead_personfaxnumber pers_faxnumber
lead_companyaddress1 addr_address1
lead_companycity addr_city
lead_companypostcode addr_postcode
lead_companystate addr_state
lead_companycountry addr_country
Mapping Leads to Opportunities

To create mappings from the Lead table to the Opportunity table:
1. Select Administration | Customization | Lead, and ensure that the Fields tab is selected. The
Mappings button is displayed on the right-hand side of the screen.
2. Select the Mappings button. If you have already created mappings, they are displayed in a list.
Note that system mappings are not listed.
3. Select the New button. The Mapping Details page is displayed.
4. From the Lead Custom Field Name and Mapped Opportunity Field lists, select the fields you want
to map from and to, respectively.
Note: Only fields of the same type can be mapped to one another, that is, character fields to
character fields, integer fields to integer fields, and so on.
Mapping Details page
5. When you select the Save button, the mapping is displayed on the list of mappings. If you want to
change it, select the mapping hypertext link and make the changes you require.
6. Continue to create as many mappings as you require.
To view the effect of the mappings you created, create a new lead and convert it to an opportunity.

Chapter 13
Mapping Leads to Companies and People

Any field can be mapped from Lead to Company, by naming the lead table field lead_
companyXXXX and the company table field comp_XXXX. The field types do not have to be the
same. This applies when you are transferring fields from the Lead Company Details area to the
company.
The above does not work for Lead to Person transfer, so you need to use the hardcoded values of:
l lead_personlastname
l lead_personfirstname
l lead_persontitle
l lead_personsalutation
The same is true for address information:
l lead_companyaddress1
l lead_companycity
l lead_companystate
l lead_companycountry
l lead_companypostcode
These fields get mapped to the address for the company.
The phone, fax and e-mail fields are all set to map to the standard phone, fax and e-mail fields. Only
hardcoded values can be used for these fields.
Finally, for all of the above to work, the field you are transferring must be on the Entry Screen for
both the lead and, for example, the company. For example, to transfer data from lead_
companyXXXX to comp_XXXX, comp_XXXX must be on the company entry screen and the lead
screen. If you leave it off the company entry screen, you do not get the comp_XXXX data
transferred.
This example shows you how to map a new field on the Lead table to a new field on the Company
table.
To map a field from the Lead to the Company:
1. Look up a field on the company table, which is not currently mapped to the lead. For example, the
new field comp_relationship. Please refer to Adding a New Field (page 13-1) for more information.
2. Make a note of the field name. For example, comp_relationship.
3. Go to Administration | Customization | Lead, and select the Fields tab.
4. Add a new field called lead_companyrelationship.
13-12 Sage CRM
Entering the details for a new Lead field in the Field Properties page
Note that you should enable the mapping to the company field by selecting comp_
relationship as the Lookup Family
5. Go to Administration | Customization | Leads, and select the Screens tab.
6. Click on the hyperlink of the Lead Company Screen, and add the new field to the screen.
7. Go to Administration | Customization | Company, and select the Screens tab.
8. Click on the hyperlink of the Company Entry Screen, and add the new field to the screen.
9. Create a new lead, filling in the new field on the Lead page.
10. Match the lead to a new company. The new field, and the field selection, are carried over to the
Company page.
Customizing Solution Mappings

Mappings can be created from fields on the Case table to fields on the Solutions table. The
mappings take effect when a solution is created in the context of a case.
To create mappings from the Case table to the Solutions table:
1. Select Administration | Customization, and select Solutions from the Secondary Entities drop-
down on the Customization home page.
2. Select the Mappings button from the Fields tab. Alternatively, select the Field Mappings tab. The
Map Fields page is displayed.
Map fields
3. Using the Fields drop-down lists, map the case field to the solution field. For example, case_
description to soln_description.
l Click the Include In Search check box if you want the mapped field to appear on the search
screen when you link an existing solution to a case.

4. Select the Add button.

Chapter 13
5. When you have finished mapping the fields, select the Continue button. You can check the
mapping is working by finding an existing case, selecting the Solutions tab, and clicking on New
Solution. The field mappings you created are displayed on the Solution Details page.
Change Database Field Properties fields

The tables below explain the standard fields on the Change Database Field Properties page, non-
standard fields that may be displayed depending on the Entry Type you select, and the different
Entry Types.
Standard Fields
Field Description
Entry Type Check boxes, free text, URLs, and so on. The Entry
Type defines how the information is input by the end
user. Additional fields may be available on the
Change Database Field Properties page depending
on the Entry Type you select. See the table below
for more details.
Column Name Field name in the database. Naming convention is

the table abbreviation_field name, for example
comp_relationship. Extended characters should not
be used when creating column names, although they
can be used in the translated name.
Caption The field name on the screen. For example,

Relationship.
Max Length Maximum length of the field.
Entry Width Defines the width of the field displayed on the

screen.
Default Defines a default entry for the field.

If the Entry Type is Search Select Advanced, you
can set the default to search within the current
entity, person, company, or custom entity. For
example, if your search entity is Opportunity, and
you want the search to only show opportunities
within the current company context, set the Default
to Search With Current Company. If this field is left
blank, the search is extended to the whole system.
13-14 Sage CRM
Non-standard fields
Field Description
Lookup Type Selecting Create New Lookup from this drop-down

enables you to create a list of selections for
selection fields. Selecting Use Existing Lookup lets
you use an existing selection.
Lookup Width Px The width of the selection list. Displayed when Use
Existing Lookup is selected in the Lookup Type field.
Selection Height The height of the selection list. For example, set to
zero, a drop-down selection list is created, where the
number of selections is greater than zero. Set to 10,
a drop-down selection list is created, where the
number of selections is greater than 10. If the list
only has three entries, and the selection height is set
to 10, then the field will be displayed as one long list,
rather than a drop-down field.
Search SQL Add SQL script that you want to run on the field.
Search Entity The entity you want Search Select Advanced fields
to search on by default.
View Field Once you select a Search Entity, this field is

displayed. It allows you to specify additional
columns to be displayed on the Search Select
Advanced search results.
Tied Fields If you want the user to be able to link to and search
for another entity, not just the default search entity,
from a single search select field, highlight the field
on Tied Fields.
For example, if you want the user to be able to pick a
case or an opportunity from a search select
advanced field, you create two search select
advanced fields, one for case and one for
opportunity. You then edit the opportunity search
select advanced field to make case Tied to it. Then
you add the opportunity search select advanced field
to the screen.
An example of where this exists in the system is the
Regarding field on the Communication table
(Administration | Customization | Communication |
Fields tab). From the user side, it can be viewed by
clicking on My CRM | New Task. The Regarding

Chapter 13
Field Description
field allows you to carry out a search select

advanced on either Opportunities or Cases.
Restrictor Fields Allows you to select another Search Select

Advanced field that restricts the searched values for
the current search select field.
For example, on the New Appointment page once
the Company Search Select Advanced field is filled
in, only opportunities or cases for that company are
searched for on the Regarding field.
If you choose to leave this blank, a further option to
restrict the search would be to add a piece of SQL. If
you leave both blank, the search is performed
across the whole database.
Linked Fields Allows you to select another Search Select

Advanced field that links to the searched values of
the current search select field. The Linked field
should always be declared in the form "'Select
Field=Form Field".
For example, to select a company's default SLA in
the Cases screen, you would create a new field
called ColP_LinkedField. The Search Select
Advanced field "Case_primarycompanyid" will be
declared with the linked field value as "Comp_
SLAID=Case_SLAID" where Comp_SLAID is the
field to be used in the select and Case_SLAID is the
actual field on the form. On selecting any Company
using Search Select Advanced, the default SLA will
automatically be selected in the SLA drop-down on
the screen.
Search On All View Fields Enables users to search on all of the columns listed
in View Field.
Entry Types
Entry Type Description
Text With Check Box Entries of this type behave the same way as a
Search normal text field except when used on a search
screen or as a search field in a report or group. When
used on a search screen or as a search field, the
user can select from 'Has Value', 'Is Empty' or
'Either' radio buttons. The translations for these
13-16 Sage CRM
options can be customized in Administration |

Translations.
Product Displays a list of products. The products are set up

within Administration | Products. Please refer to
Products (page 29-1) for more information.
Intelligent Select Same as Selection (see below), except that if the

number of entries in the selection is greater than the
selection height, the user can search first and then
select. This entry type should only be used when the
number of entries in the list is unmanageable for a
simple Selection.
Multi-select Enables a user to select more than one option from a

list. For example, if you want to track what
tradeshows your competitors showcase at, you
need to be able to select more than one option for
some of them.
Multi-select fields can be added to all screen types,
and can be used in Reports and Groups. Note that
the multiple selections are treated as logical "OR"s
by the system. This means that if you run a report
using the Tradeshow Search criteria "CRM 2003,
Comms 2003", a list of companies that showcase at
both OR either is returned.
Date Only User can enter the date in the field and use the
calendar, or a default system date can be set. The
default can be set to Current Date Plus Delta (in
minutes) or Current Date. Note: Date Only fields are
not time zone adjusted. The date value appears the
same to all users, regardless of what time zone they
are in.
Currency Allows a user to enter an amount and select a

currency from a list. The currency list is defined
within Administration | Data Management |
Currency. Currency values can be a maximum of 15
digits long (this includes the decimal point and
places).
Search Select Advanced Search Select Advanced allows a user to search for
records within an entry screen. It also enables users
to type in a few letters in a field, click the search
select advanced icon, and select an option from the

Chapter 13
search matches, which display as hyperlinks

underneath the field. An example of a search select
advanced field is on the Cases tab in the context of
a Solution.
Minutes Used to calculate durations (in minutes) of Cases

and Opportunities as they move from one Stage to
another. You need to specify the fields you want
used to flag the Start Time and End Time.
An example of use of this type of field is the Duration
column on the Case Tracking tab.
Currency Symbols A drop-down list of all the currencies in the system.
Text Free text in a single line. For example Company

Name.
Stored Proc Initiates a stored procedure.
Check Box Check box. For example Private on the

Communications entry screen. When used on a
search screen, the single check box is converted
into radio button options: 'Has Value', 'Is Empty' or
'Either'. The translations for these options can be
customized in Administration | Translations.
Phone Number Phone Number fields are displayed as hyperlinked

values on the screen. This allows CTI-enabled users
to make outbound calls by clicking the value of the
field, which is set as a telephone number.
Multiline text Multiple lines of free text. For example, Problem

Details on the Case Screen.
E-mail address Creates a link to send an e-mail. For example, E-

mail on the Person Summary screen.
WWW URL WWW URL. For example, Website on the Company

entry screen.
Selection Drop-down menu with predefined selection. For

example, the Action field on the Communications
entry screen.
User Select A list of users is displayed with the ability to select

one user. For example, Assigned To on the Case
entry screen.
Team Select A list of teams is displayed with the ability to select
13-18 Sage CRM
a team. For example, Team on the Opportunity entry

screen.
Integer Numerical value. For example, Certainty on the

Opportunity entry screen.
Numeric Money value. For example, Revenue Generated on

the Opportunity table. Numeric values can be a
maximum of 15 digits long (this includes the decimal
point and places).
Date & Time Calendar and time. For example, Date & Time on the
Communication entry screen.

Chapter 14: Screen Customization
l Add a field to a screen.

l Change the layout of an existing screen.
l Use the Inline Customization method to customize screens.
l Understand the fields on the Main Screen Definition page.
Adding a Field to a Screen

Example: Adding a Field to the Company Find Screen
This example uses the new company field called Relationship that you created in the previous
section.
To place the new field on the Company Find Screen:
2. Select the Screens tab. The list of Company Screens that can be modified is displayed.
3. Click on the Customize button beside the Company Search screen. The Maintain Screen
Definition page is displayed.
Note: The Customize button, or clicking on the hyperlink of the screen, displays the Maintain
Screen Definition page. The Change button allows you to edit the new screen definition
details, for example, the screen type and caption.
4. Select Company: Relationship from the Field list.

5. Define the Position, Height, and Width.
6. Select the Add button. The new field appears in the Screen Contents list.
7. Highlight the new field and use the up and down Arrow buttons to move it within the Screen
Contents list. Position the new field next to the field it should precede or follow.
Maintain Screen Definition page showing Relationship field
8. Click on the Update button. Then adjust the Position field on the preceding and subsequent fields if
necessary.

Chapter 14

10. The new field can now be viewed on the company Find screen.
Refer to Maintain Screen Definition Page Fields (page 14-4) for more information.
Modify the Layout of an Existing Screen

The following examples of modifying an existing screen are provided:
Example: Modify the Layout of the Person Find Screen (page 14-2)
Example: Modify the Layout of the Context Area (page 14-3)
Example: Modify the Layout of the Person Find Screen

In your organization, the most common search for a Person is the Last Name combined with Zip
Code.
To make it easier for the user to carry out this search you need to rearrange the find screen.
Person Find Screen "Before"
To modify the Person Find Screen:

1. Open Administration | Customization | Person.
2. Select the Screens tab. The list of Person screens that can be modified is displayed.
3. Select the Customize button beside the Person Search screen. The Maintain Screen Definition
page is displayed.
4. Highlight the Zip Code on the Screen Contents list and click on the up Arrow button until it is
below Company Name.
5. Change the Position of the field on the screen to New Line.
7. Change the Position of the Area Code field to Same Line, the Business E-mail field to New Line
and the City field to Same Line. Select the Update button after each change.
8. Select the Save button. The new screen layout can be viewed by selecting the Find button.
Person Find Screen "After"
14-2 Sage CRM
Example: Modify the Layout of the Context Area

You can customize the context areas of the Company, Person, Communication, Lead, Opportunity,
Solution, and Case contexts to add up to two additional fields.
To add, for example, the Account Manager field to the Company context area:
1. Open Administration | Customization | Company.
2. Select the Screens tab. A list of customizable screens for the Company entity is displayed.
3. Click on the Customize button beside the CompanyTopContent screen. The Maintain Screen
Definition for the company context area is displayed.
4. Add the Company: Account Manager field to the list of Screen Contents and select the Save
button.
To test the changes, search for a company, then click on the hyperlink of the Company Name.
The Summary page for the Company is displayed. The Context area shows the new field you
have added.
Inline Screen Customization

Inline Customization is a useful method if you want to quickly view a screen before and after you
customize it. For example, you might want to view the Company Find screen before you decide
where exactly a new field should be positioned. With the Inline Customization method, you can
display the screen, and with one click, you can open the Maintain Screen Definition For page for
that screen. Then, you can make the customization changes you require and immediately see the
end result.
For example, you can use the inline screen customization method to change the layout of the
Communication Details panel on the Enter New Appointment page. It is also a useful method to find
out the name of a screen.
To change screen layout using inline customization:
1. From within Administration | Customization, select an entity from the Customization home page.
2. Select the Inline Customization check box from the Screens tab.
3. Open the screen you want to customize. For example, if you want to customize the Person Find
page, right-click on the Find menu button and select Person.
In this example, you want to customize the Details panel on the Enter New Appointment page.
4. Select the My CRM button, ensure that the Calendar tab is selected and click on the New
Appointment button. The Enter New Communication page is displayed with a Customize Screens
hypertext link on each customizable panel.
5. Take a look at the Details panel and decide which changes you want to make. For example, let’s
say you decide to put the Status, Priority, and Territory lists on separate lines, one underneath the
other.
6. Select the Customize Screen hypertext link on the Details panel. When you do this, the Maintain
Screen Definition for CustomCommunication DetailBox is displayed in a new browser window.
7. From the Maintain Screen Definition page, make the necessary customization changes.
8. Select the Save button. The Maintain Screen Definition For screen is closed, and the Enter New
Appointment screen is refreshed to display the updated Details panel.

Chapter 14
Enter New Appointment page
9. Return to the Screens tab, and clear the Inline Customization check box to go back to "normal"
mode.
Maintain Screen Definition Page Fields

The table below explains the standard fields in the Maintain Screen Definition page.
Field Description
Field List of fields that can be added to the screen.
Position Position on the screen. Select New Line or Same

Line from the list.
Hyperlink To Creates a link to another screen.
Height Height of the field on the screen in rows.
Width Width of the field on the screen in columns.
Create Script JavaScript can be entered, which is executed on the

server side when the input form is being created.
Please refer to Advanced Screen Customization
(page 15-1) for more details.
OnChange Script JavaScript can be entered, which is executed on the

client side as the user changes information on the
page. Generic JavaScript and/or Sage CRM’s
Client-Side API library of functions can be used
here. Please refer to Advanced Screen
Customization (page 15-1) for more details.
Validate Script JavaScript can be entered, which is executed on the

server side when the user clicks the Save button.
14-4 Sage CRM
Field Description
Custom Content HTML or generic JavaScript, and/or Sage CRM’s

Client-Side API library of functions can be used
here. Please refer to Advanced Screen
Customization (page 15-1) for more details.

Chapter 15: Advanced Screen Customization
l Explain the options for changing the way fields behave on a screen.
l Customize screens with the Client-Side API.
l Add HTML and generic JavaScript to the Custom Content field.
l Create server-side and client-side JavaScript in CRM.
Introduction
You can change the way fields behave on a screen via:
Field Security
A codeless of way securing access rights to fields across all screens. Please refer to Using Field
Security (page 13-7) in Field Customization for more information.
Scripting using the Sage CRM Client-Side API

A simple, upgrade-proof set of client-side functions which can be called from the OnChange Script
field attached to an individual field, or via the Custom Content field associated with a screen or list.
This can be most powerfully used to change the appearance of fields on a screen to make user input
faster and easier. A basic conceptual knowledge of coding is helpful, but not essential.
Scripts using the Client-Side API can all be maintained in a single location in the
..WWWROOT\JS\CUSTOM folder of your CRM install. Maintaining and updating scripts in this
way offers significant time and quality improvements over adding scripts to individual fields or
screens. This is the recommended method for carrying out client-side scripting in Sage CRM.
Some simple examples are included in the System Administrator Guide. Please refer to the
Developer Help for the full API documentation.
Scripting using Generic JavaScript

Add JavaScript (client-side and server-side) to fields on a screen to, for example, refine field access
conditions or validate a field value in a form. Combined with the Extensibility Module, you get
access to the complete CRM Object/Block model including properties and methods for each field.
For more information, please refer to the Developer Help. Customizations added using this method
must be carefully checked during a test upgrade and may require modification to work in future
versions. A good knowledge of JavaScript is essential.
Generic JavaScript and/or the Sage CRM Client Side API can also be applied to the Workflow
actions listed below. Please refer to Workflow Customization (page 24-1) for more information.
l Set Column Value
l Display Fields for Amendment
l Reset Column Value

Chapter 15
Customizing Screens with the Client-Side API
What kind of changes can I make?

The Sage CRM Client-Side API functions give you customization capabilities across three main
areas of screen (and list) customization:
l Field Level functions - changing the way specific fields on a page behave. For example, setting a
background color or hiding a field.
l Page Level functions - changing the way parts of a screen behave. For example, setting an error
message, or adding a Print button to a screen.
l Advanced functions - these can be used in conjunction with other API calls, for example, to make
date comparisons.
Note: Client-side scripting is a tool for easily customizing the appearance of CRM screens and
lists to suit the way your users work. It is not a substitute for effective data validation or security on
your system. This should be still be handled by the existing security features of Sage CRM.
Where do I implement my changes?

The functions can be added in the following areas:
l Administration | Customization | [Entity] | Screens | OnChange Script field. Use this field if you
want the event to occur only when a specific field is changed. For example, displaying a warning
message to the user when the company name is changed. However, you may find it easier to add
all your code for a screen in the Custom Content field, and then reference a specific function from
the OnChange Script field associated with a particular field.
l Administration | Customization | [Entity] | Screens | Custom Content field. The code is activated
when the whole screen is in Edit (or View) mode. Code in the Custom Content field must be
enclosed in <script></script> tags.
l Administration | Customization | [Entity] | Lists | Custom Content field. The code is activated when
the list or grid is viewed.
l In an external .JS file in the ..WWWROOT\JS\CUSTOM folder of your install. JavaScript files placed
in this folder are automatically included on most CRM screens - the Interactive Dashboard and the
Logon screen are not included. This means that you can put all your custom functions in a
centralized .JS file. Then, to apply the code to a specific area of CRM, just reference the function
from one of the places mentioned above. This makes it easier to keep the customizations in a
central location with fewer changes to the CRM screens.
I'm no coder, what are the basics?

l If you are adding the code into the Custom Content field, it must be enclosed with <script></script>
tags in this format:
<script>
crm.ready(function()
{
// Add your script here
15-2 Sage CRM
});
</script>
l If you are adding the code into the OnChange Script field, it does not need to be enclosed with
<script></script>.
l Use single quotes only in the OnChange Script field. This also applies to the OnChange Script field
in Workflow Customization actions Set Column Value, Reset Column Value, and Display Fields for
Amendment.
l If you want to try the sample code, please remove any special character formatting which will
interfere with the code before pasting into CRM. Pasting into Notepad or a similar text editor before
copying and pasting for use with Sage CRM is a good way to do this.
l Make sure the first character of the Client-Side API function is lower case. For example,
crm.markRequiredFields.
Examples Using the Client-Side API
Adding text effects to specific fields

To add highlight, bold, and italic effects to two fields on the Company entry screen:
1. Go to Administration | Customization | Company | Screens.
2. Select the Customize icon next to CompanyBoxLong.
3. In the Custom Content field, type the following text:
<script>
{
crm('comp_name').bold().highlight();
crm('comp_type').italic().underline();
});
</script>
4. Save.
5. Return to the Main Menu and search and open a company record. From the Company Summary
tab, the Company Name is bold and highlighted in yellow and the Company Type is italicized and
underlined.
Adding highlights to all required fields

To add, for example, a pink highlight color on all required fields on the new company page:
1. Go to Administration | Customization | Company | Screens.
2. Edit the Company Entry Screen (CompanyBoxLong).
3. Add the following script to the Custom Content field:
<script>

Chapter 15
{
crm.markRequiredFields('pink');
});
</script>
4. Save. Then return to the Main Menu area and select New | Company.
Adding a Print button to a page

To add a Print button to the Lead Summary page:
1. Go to Administration | Customization | Leads | Screens.
2. Edit the Lead Custom Screen (LeadCustomScreen).
3. Add the following script to the Custom Content field:
<script>
{
crm.addButton('print');
});
</script>
4. Save. Then return to the Main Menu area, search and open an existing lead.
Changing a value in one field based on a selection in another field

In this example, the Team assigned to an Opportunity is changed depending on the type of
opportunity. It is similar to the Field Level Scripting OnChange Script example, but uses the Client-
side API instead, and adds pink highlight on the Team field to alert the user to the change.

2. Select the Screens tab. A list of customizable screens for the Opportunity entity is displayed.
3. Click on the Customize button beside the Opportunity Detail Screen. The Maintain Screen
4. Highlight the Opportunity: Type field within the Screen Contents panel.
5. Type the following into the OnChange Script field:
if(crm('oppo_type').val() == 'Mix')
{
crm('oppo_channelid').val(4);
}
else if(crm('oppo_type').val() ==
'Consulting')
{
15-4 Sage CRM
}
else
{
}
crm('oppo_channelid').highlight('pink');
The first part of the script checks to see if the channelid field is present on the screen.
6. Click on the Update button, then the Save button.
7. Add a new opportunity and select Consulting from the Type list. A team value, in this case
Customer Service, automatically fills the Team field. If you change the opportunity type to Mix, a
different team value, in this case Marketing automatically fills the Team field, which is highlighted is
pink.
Display a message to the user if a check box is left blank

In this example, a message is displayed to the user when if the E-marketing "opt-out" check box is
not selected.

3. Click on the Customize button beside the Company Entry Screen. The Maintain Screen Definition
page is displayed.
4. Highlight the comp_optout field within the Screen Contents panel.
5. Type the following into the OnChange Script field:
if (crm('comp_optout').val() == false)
{
crm.infoMessage('This company will not
receive any E-marketing communications');
}
else
{
crm.infoMessage(false);
}

7. Add a new company, leaving the Opt-out of E-marketing communications field blank. A message
is displayed to the user.

Chapter 15
Adding HTML and Generic JavaScript to Custom Content

As well as adding scripting customizations using the Client-Side API into the Custom Content field,
you can add HTML and generic JavaScript content on an individual page. For example, you can use
the Custom Content field to add HTML text to create a link at the top of a screen, or to generate a
JavaScript button that pops up an alert box.
The Custom Content is generated at the beginning of the page, so whatever you create appears first
in the screen or panel.
The following HTML within the Custom Content field of the Company Summary screen generates a
new button in the top left of the Company Summary panel that links to a Web page, where you can
perform searches on company information:
<input type=button value="Company Information" name=Test onclick="window.open
('http://www.sagecrm.com')">
When you view, for example, the Person summary screen the new button appears in the Company
panel.
Company Summary panel
Using Generic JavaScript in Field Level Scripting

You use the normal JavaScript syntax in the CRM Field Level Scripting environment. The only
difference is that you do not need to include the scripting <script></script> or <% %> tags. You can
use JavaScript server-side scripts and client-side scripts.
There is no limit to the size of the script that you can enter in the Create, Validate and OnChange
fields, although for larger scripts it may be easier to include the script in an ASP page in the
..WWWROOT\CUSTOMPAGES folder of the CRM install. Please refer to the Developer Help for
more information.
Server-side (page 15-6)
Client-side (page 15-7)
Objects Accessible in CRM Scripting (page 15-7)
Server Side JavaScript (Create, Validate) (page 15-7)
Client Side JavaScript (OnChange) (page 15-8)
Server-side
l Create Script. This script is run on the server when the screen is being created.
l Validate Scripts. This script is run on the server when the user clicks the Save button on the screen.
15-6 Sage CRM
Client-side
l OnChange Script. This script is run on the browser when the field that the script is attached to is
changed by the user.
You enter these scripts in the CreateScript, OnChangeScript, and ValidateScript fields in
Administration | Customization | <Entity> | Screens.
Note: There is a difference in syntax between server-side scripts and client-side scripts. This is
because server-side scripts have access to the current CRM Object's fields and properties,
whereas client-side scripts have access to the HTML Document Object Model (DOM). Please refer
to the Developer Help for more information on the CRM Object.
Objects Accessible in CRM Scripting
Script Type Objects Available
Create Script CRM Object Model, properties and methods (current

context). CurrentUser object and Value property (the
value the user is submitting).
Validate Script CRM Object Model, properties and methods (current

context). CurrentUser object and Value property, as
well as Valid property and ErrorStr method.
OnChange Script HTML DOM properties and methods as well as

CurrentUser object and Value property.
The Current User and Value are the only CRM
Object properties you can reference from the client
side.
Server Side JavaScript (Create, Validate)

Server-side scripts are executed on the CRM server. Server-side JavaScript extends the core
language by supplying objects for running JavaScript on a server. For example, server-side
extensions allow an application to communicate with a relational database, provide continuity of
information from one invocation to another of the application, or perform file manipulations on a
server.
Within server-side scripts you can refer to the complete CRM object model, so you refer directly to
entries within the current context. As these scripts are run on the server you are limited to actions
that do not output information to the client.
You attach Create Scripts to the field in a screen that the script is to act on when the screen is
created. These scripts are commonly used for automatically setting fields based on input
information.
The Validate Script also has access to the following properties:
l Valid—Set to false to mark the current entry as invalid.
l ErrorStr—Returns the string in the error content (red bar at top of screen).

Chapter 15
l Values—Contains the value the user is submitting.
Client Side JavaScript (OnChange)

Client-side scripts are loaded and run on the user's browser. Client-side JavaScript extends the
core language by supplying objects to control a browser and its DOM. For example, client-side
extensions allow an application to place elements on an HTML form and respond to user events,
such as mouse clicks, form input, and page navigation.
You attach OnChange scripts to the field that the user is going to change (not the field you want the
change action to occur on). The properties that are available are the same as for the HTML DOM.
The CurrentUser object is available client side in system generated screens.
If you view the source code of the HTML page you can view any changes you are making to the
CRM objects.
Adding Field Level Scripts using JavaScript

The following examples illustrate some uses of Field Level Scripting using JavaScript.
You can view the properties of the individual fields that you can use in Create and Validate scripts
from Administration | Customization, by selecting the entity from the Customization home page and
then the Fields tab.
Clicking on the field name’s hyperlink displays some of the properties you can access and change
using JavaScript. The most important property is the field name—in this case, "comp_
relationship"—that enables you to access the field and its associated properties in code.
Change Database Field Properties
In addition, access rights to the field can be defined by the Field Security feature, which can be
selected from the Fields tab for an entity.
Modify Field Security Screen
15-8 Sage CRM
The Modify Field Security Screen allows you to use check boxes to indicate whether particular
security types (an individual user, a team, a security profile, or "Everyone") has read/write access
to a field.
The JavaScript code written by an administrator cannot grant either read or write access to a user if
it is denied on this screen.
Note: Field-level scripts should use a single quoted character (') instead of a double quoted
character ("). For example, case_channelid=rec('user_primarychannelid'); instead of case_
channelid=rec("user_primarychannelid");. Double quoted characters (") in field-level scripts may
cause issues when installing scripted components.
Create Script (page 15-9)
OnChange Script (page 15-12)
Validate Script (page 15-15)
Create Script
Example 1
You can add a Create Script, which automatically sets the Company Status to None when a user,
whose Primary Team is Direct Sales, creates a new company.
Note: You need to attach Create Scripts to the field that they are to act on.
To add a Create Script:
3. Click on the hyperlink of the Company Entry Screen. The Maintain Screen Definition page is
displayed.
4. Highlight the Company : Status field.
5. Enter the following script into the CreateScript field. Note that this script assumes that the
primarychannelid (primary team id) for the Direct Sales team is equal to 1.
if(CurrentUser.user_primarychannelid==1)
{
DefaultValue='None';
}
Note: The DefaultValue property can only be set when a new record is created, or in a field
created by a workflow action.
7. Log off and back on as any user whose Primary Team is Direct Sales. Note that you do not need to
log off for the script to be activated, but you need to be in the Direct Sales team to see the effect.
8. Select the New menu button to create a new company. The Status field is automatically set to
None.

Chapter 15
Company Entry screen
Example 2
This example adds a Create Script, which automatically sets a new company type to Competitor
and makes this field read only when William Dolan (DolanW) creates the company.
To add the create script:
1. Click on the hyperlink of the Company Entry Screen.
2. Highlight the Company:Type field.
3. Enter the following script in the CreateScript field:
if (Values("Act")==1200)
{
if(CurrentUser.user_logon=='DolanW')
{
DefaultValue='Competitor';
ReadOnly=true;
}
}
Note: The "if (Values("Act")==1200)" statement checks that the System Action is being
used. This is required to make the script apply during insertion only. Without this statement,
the script will work for updates, which means that the field in the screen is always locked
down as read only for the user. This script assumes that deduplication is enabled. Check in
Administration | System | System Behavior that the Deduplication field is set to Yes.
4. Select the Update button, then the Save button.
5. Log on as William Dolan. When you create a new company, the Type field is automatically set to
Competitor and is read only.
Company Entry Screen
Example 3
This example adds a Create Script, which removes the Archive selection item from the Company
Status list when the System Administrator (Admin) creates a new company.
To add the Create Script:
2. Highlight the Company: Status field.
3. Enter the following script in the CreateScript field:
if(CurrentUser.user_logon=='Admin')
{
15-10 Sage CRM
RemoveLookup('Archive');
}
4. Log in as the system administrator. When you create or update a new company, the Archive option
is no longer available on the Status list.
Note: The scripts in Examples 2 and 3 work in conjunction with whatever access settings may
have been defined in the Field Security interface because in both cases the scripts are restricting
access to the fields rather than widening it. In contrast, a script that specifies write access to a field
depending on the user’s ID will not take effect if that user has already been denied access in the
Field Security interface.

Chapter 15
OnChange Script
Example 1
You can add an OnChange Script, which changes the Team assigned to an Opportunity depending
on the type of opportunity.
Note: You need to attach the OnChange Script to the field that you want to change.
To add the OnChange Script:
2. Select the Screens tab. A list of customizable screens for the Opportunity entity is displayed.
3. Click on the Customize button beside the Opportunity Detail Screen. The Maintain Screen
4. Highlight the Opportunity: Type field within the Screen Contents panel.
5. Type the following script into the OnChange Script field:
if(typeof(oppo_channelid)!='undefined')
{
if(oppo_type.value=='Mix')
{
oppo_channelid.value='4'
}
else if(oppo_type.value=='Consulting')
{
}
else
{
}
}
The first part of the script checks to see if the channelid field is present on the screen.
7. Add a new opportunity and select Consulting from the Type list. A team value, in this case
Customer Service, automatically fills the Team field. If you change the opportunity type to Mix, a
different team value, in this case Marketing automatically fills the Team field.
15-12 Sage CRM
Opportunity Entry Screen
Example 2
You can add an OnChange Script, which changes the company status to Inactive when the
company type is changed to Partner.
Note that you can use "this.value" in place of the actual field name when the script is being attached
to the actual field that is changing.
1. Click on the hyperlink of the Company Entry Screen. The Maintain Screen Definition page is
displayed.
2. Highlight the Company: Type field and enter the following in the OnChangeScript field.
if(this.value == 'Partner')
{
comp_status.value = 'Inactive'
}
When you create or edit a company type and change the company type to Partner, the
Status field automatically defaults to Inactive.
Status field set to Inactive on Company Entry Screen
Example 3
You can add an OnChange Script, which disables the Company Revenue field when the Company
Type is set to Partner.
2. Highlight the Company: Type field.

Chapter 15
3. Enter the following script in the OnChange field:
if (this.value == 'Partner')
{
comp_revenue.disabled='true';
}
4. Click the Update button and then the Save button.

5. Open a company and change the type to Partner.
6. The Company Revenue field is disabled. The Company Revenue field is disabled.
Company Summary page
Example 4
You can add an OnChange Script, which hides the company revenue field for companies with more
than 500 employees. This example also shows how you can use the visibility property of the HTML
DOM.
1. Select Administration | Customization | Company, and select the Screens tab.
3. Highlight the Company: Employees field.
4. Enter the following script in the OnChangeScript field.
if(this.value =='501+')
{
comp_revenue.style.visibility = 'hidden';
}
else comp_revenue.style.visibility =
'visible'
5. Click the Update button and then the Save button.

When you create a new company and select 501+ from the Employees list, the Revenue
field is automatically hidden.
15-14 Sage CRM
Note: The above script hides the Revenue (comp_revenue) field when the user selects 501+. It will
not be run if the field is already set to 501+. To make this customization complete, you can add a
Create script to the comp_revenue as follows, and the field then remains hidden:
if (Values('comp_revenue')=='501+')
{
Hidden=true;
}
Validate Script
Example 1
This example adds a Validate Script, which checks the validity of the Opportunity Certainty field. If
the field value is set to less than 25%, it expects the Opportunity Priority to be set to Low. If this is
not the case, a validation error message is displayed to the user.
Note: You need to attach Validate Scripts in the field you want the valid error to show up against.
To add the Validate Script:
1. Select Administration | Customization, and select Opportunity Progress from the Secondary
Entities drop-down.
2. Select the Screens tab.
3. Click on the hyperlink of the Opportunity Status Box. The Maintain Screen Definition page is
displayed.
4. Highlight the OpportunityProgress: Priority field within the Screen Contents panel.
5. Type the following script into the Validate Script field.
if (Values('oppo_certainty')<25 && Values

('oppo_priority')!='Low')
{
Valid=false;
ErrorStr="please set the priority to Low";
}

7. Add a new opportunity, set the Priority to 20 and select the Save button.
A validation error is displayed to the user with the error you specified.
Example 2
You can add a Validate Script, which validates that every customer who is buying a License is
assigned a Customer Reference ID that begins with the letter 'L'. Otherwise it displays an error
message.
To add the Validate Script:
1. Select Administration | Customization | Opportunity, and select the Screens tab.
2. Click on the hyperlink of the Opportunity Detail Screen.

Chapter 15
3. Highlight the Opportunity : Customer Ref field.

4. Enter the following script in the ValidateScript field:
custref=Values('oppo_customerref')+'';
if ((Values('oppo_type')=='License') &&
(custref.charAt(0)!='L'))
{ErrorStr='!'+custref+'The customer
reference must begin with L';
Valid=false;}

6. Create a new opportunity, select License from the Type field, enter a customer reference number
beginning with any letter except L.
7. Click the Save button.
8. The error displayed indicates that this type of opportunity must be assigned a customer reference
beginning with L.
Validation Error
15-16 Sage CRM
Chapter 16: List Customization
l Determine which lists you can customize.

l Add a new column to a list.
l Modify the layout of a list.
l Modify the layout of a grid.
l Understand advanced list customization.
l Add a create script to a grid.
l Add custom content to a grid list.
l Understand the fields on the List Definition page.
Which Lists can you Customize?

You can customize two types of list—Lists and Grids.
Lists are displayed when you select a tab within the context of company, case, lead, opportunity,
solution, or person.
List of people within a company
Grids are displayed as the results of a search for a person, lead, case, or opportunity, and so on.
The lists displayed on the Company Quick Look tab are also Grids.
Grid of people returned from a search on Last Name

Chapter 16
Adding a New Column to a List
Example: Adding a Column to the Communication List

To add the Team field as a new column to the Communication List:
1. Select Administration | Customization | Communication, and select the Lists tab. The list of
Communication Lists that can be modified is displayed.
2. Click on the Customize button, which is positioned to the right-hand side of the list labeled
"Communication List." The Maintain List Definition page is displayed.
3. Select Communications: Team from the Field list.
4. Enter the List Properties. Please refer to List Definition Page Fields (page 16-5) for an explanation
of the fields on the Properties panel.
5. Select the Add button. The new column now appears in the List Contents.
6. Highlight the new column and use the up and down Arrow buttons to move it within the List
Contents list. Position the new column next to the column it should precede or follow.
The new column can now be viewed on any company’s Communications list. Please refer to
List Definition Page Fields (page 16-5) for more information.
Communications list
Modify the Layout of an Existing List
Example: Changing the Opportunity List

The Opportunity List currently has the Status and Stage columns positioned with four other columns
in between them.
Opportunity List "Before"
You need to move the Stage column next to the Status column and allow ordering by either.
To modify the layout of the Opportunity List:
1. Select Administration | Customization | Opportunity, and select the Lists tab. The list of
Opportunities that can be modified is displayed.
16-2 Sage CRM
2. Click on the Customize button that is positioned to the right-hand side of the Opportunities List. The
Maintain List Definition page is displayed.
3. Highlight the Stage field in the List Contents list, and click on the Up arrow until it is below
Opportunity Status.
4. Set Allow Order By to Yes.
6. Highlight the Stage field and set Allow Order By to Yes.
The new list layout can be viewed by selecting the Opportunity tab from within My CRM or
within a company or person context.
Opportunity List "After"
Modify the Layout of an Existing Grid
Example: Changing the Quote Items Grid

Note: It is recommended that the first four columns (Line #, Synch Status, Line Type, and Product
Name) are maintained in their current state. Making changes to any of the columns should be
carried out with care, particularly in the case of ERP Integration systems.
To customize the Quote Items Grid:
1. Select Administration | Customization | Secondary Entities | Quote Items.

2. Click on the Lists tab. The list of Quote Items lists that can be modified is displayed.
3. Click on the hyperlink of the Quote Items grid.
The Maintain List Definition page is displayed where you can make changes to the columns.
You can change the Order Items grid by following the same procedure but selecting Order Items
from the Secondary Entities drop-down.
Advanced List Customization

You can attach Create Scripts to individual columns on grids. The script is run on the server when
the list is being created. As with Create Scripts used in Advanced Screen Customization, all of the
CRM Object Model properties and methods (current context) can be accessed. Moreover, the
CurrentUser object and Value property (the value the user is submitting) can be accessed.
The following grid column properties can be accessed with Create Scripts:
l Visible ( )
l Alignment ( )

Chapter 16
l AllowOrderBy ( )
l CustomActionFile ( )
l CustomIdField ( )
l JumpEntity ( )
l ShowHeading ( )
l ShowSelectAsGif ( )
You can attach HTML and JavaScript content to an entire list or grid (as opposed to a column) in the
Custom Content field.
Adding a Create Script to a Grid

This example adds a Create Script to the Opportunity List, which hides the Company Name column
if the company context is present.
To add the Create Script:
1. Select Administration | Customization and select Opportunity from the Customization home
page.
2. Click on the Lists tab.
3. Select the Opportunity List hypertext link.
4. Click on the column that you want to attach the Create Script to, in this example Company:
Company Name.
5. Add the following Create Script to the Create Script field and select the Update button.
if(CRM.GetContextInfo("company","comp_
name"))
{
Visible = false;
}
6. Navigate to the Opportunities tab in the context of a company. The Company Name column is no
longer visible.
7. Navigate to the My CRM Opportunities tab. The Company Name column is still visible.
Adding Custom Content to a Grid or List

This example shows how to add highlighting to a list of quotes returned from a search. The highlight
is applied to different parts of the grid depending on the quote value being over 1000, 10000, and
where the quote is active.
To add the code to the Quote grid:
1. Select Administration | Customization | Quotes | Lists | Quotes Grid.
2. Add the following script into the Custom Content field.
<script>
crm.ready(function(){
16-4 Sage CRM
crm.grids('0').rows(':gt(0)',true)
.filterWhere('quot_grossamt','ge','1000')
.highlightCell('yellow');
.filterWhere('quot_grossamt','ge','10000')
.highlightCell('#E8D7FD');
.filterWhere('quot_status','eq','Active')
.highlightCell('green');
});
</script>
3. Save. Now when you search for a quote, the resulting list shows different highlighting on the list
items.
List Definition Page Fields

The table below explains the fields on the right-hand side of the List Definition page.
Field Description
Field The field that the column contains.
Allow Order By Allows the user to sort the list by this column. The
column header appears underlined. An arrow next to
the column header indicates this is the current sort
order of the list.
Hyperlink To Allows the user to link to another screen.
Order By Desc Allows ordering from Z - A or 9 - 0.
Alignment Alignment of the column, Left, Center, Right.
Show Heading Displays the field name as the column heading.
Show Select As Gif Displays the icon instead of the description (for
predefined drop-down lists only).
Default Order By The first column in a grid that has ’Default Order By’
set to Yes controls the order in which records are
shown the first time the grid is displayed. For
example, if you set Default Order to Yes for oppo_

Chapter 16
Field Description
type on the Opportunity Grid, then when the user

selects Find | Opportunity, the resulting grid should
be ordered by oppo_type.
Create Script Allows you to enter scripts that are run on the server
when the list or grid is created. See Advanced List
Customization (page 16-3) for more information.
Custom Content Generic JavaScript or HTML, and/or Sage CRM’s

Client-Side API library of functions can be used here.
16-6 Sage CRM
Chapter 17: Tab Customization
l Determine which tabs can be customized.

l Modify tab groups.
l Add new tabs.
l Use the available tab actions.
l Understand the fields on the Properties panel of the Tabs page.
l Customize System Menus.
Which Tabs can you Customize?

You can customize the tab groups within Primary Entities, for example:
l Company, Person, Lead, Opportunity, Order, Quote, Case, and Communication.
You can also customize tabs for Secondary Entities, for example:
l Solutions, Call List, Campaigns, Waves, Wave Items, Forecast, and SLA.
The Systems Menu functionality enables you to customize the following special types of tab
groups:
l Administration menu, Main menu, individual Administration work areas, and some User (Main
Menu) work areas.
Note: In order to edit the tab groups for Primary and Secondary Entities, you access them via
Administration | Customization, but you edit the tab groups for System Menus via Administration |
Advanced Customization | System Menus.
Modifying Tab Groups

The following examples are provided on modifying tab groups:
Example: Changing the Person Tab Group (page 17-1)
Example: Removing a Tab from the Company Tab Group (page 17-2)
Example: Changing the Person Tab Group

To change the order of a tab group:
1. Click on Administration | Customization | Person.
2. Select the Tabs tab. A list of Tab Groups for the Person entity is displayed.
3. Click on the Person hypertext link or select the Customize button, which is positioned beside the
Person tab group. The Customize Tabs for Person page is displayed.
4. To move the Notes tab to the end of the row of tabs, highlight Notes in the list of Tab Group
Contents.

Chapter 17
5. Click on the down arrow until Notes is positioned at the end of the list.
6. Select the Update button, then the Save button. Searching for a person and clicking on the
hypertext link displays the Notes tab at the end of the row of tabs.
Person tab group
Example: Removing a Tab from the Company Tab Group

You can remove a tab from a tab group if you decide it is not needed in your organization.
To remove the Marketing tab from the Company tab group:
2. Select the Tabs tab. A list of Tab Groups for the Company entity is displayed.
3. Open the Company tab group, and highlight Marketing in the list of Tab Group Contents.
5. Click on the Save button. Searching for a company and clicking on the hypertext link shows that the
Marketing tab is no longer available.
Adding a New Tab

To create a new tab, for example, within the Company tab group:
1. Click on Administration | Customization, and select Company from the Customization home
page.
2. Select the Tabs tab.
3. Click on the hypertext link of the Company tab group or select the Customize button. The
Customize Tabs for Company page is displayed. The fields on the Properties panel of the Tabs
page are described in Tab Fields (page 17-7).
4. Type the new tab name in the Caption field on the properties panel.
5. Select the type of information to be shown on the tab form the System Act drop-down field.
6. Select the Add button to add the new tab to the Company tab group.
7. Click on the Save button to confirm the changes. The new tab is displayed in the context of a
company.
Tab Customization Actions

Various actions are available from the System Action list on the Properties panel of the Customize
Tabs For page when creating a new tab. Note that if you have the Extensibility Module you will first
need to select Other from the Action field before these System Actions are displayed . Selecting a
System Action enables you to choose what type of screen is displayed when the user selects the
tab. The options vary widely. Examples of the type of screens that can be displayed by selecting an
action include standard CRM screens and lists, as well as screens you created in Administration |
Customization. If you have the Extensibility Module you can even display Web pages or custom
files you created using ASP pages. Please refer to the Developer Help for more information.
17-2 Sage CRM
System Actions list
It is important that you review the all of the System Actions available to you. Selecting certain
actions saves you the time and effort of creating an ASP page each time you want to run a standard
CRM screen or list.
Each option in the list corresponds to a standard CRM screen, list, or screen area except customfile
and customurl, which display custom files and Web pages, respectively.
List Actions (page 17-3)
Related List Actions (page 17-4)
Summary Actions (page 17-4)
Entry Actions (page 17-5)
Edit and Progress Actions (page 17-5)
Find Actions (page 17-6)
Tab Actions (page 17-6)
Other Actions (page 17-6)
List Actions
List actions enable you to display various kinds of lists from a Tab. In most cases, the action name
is intuitive, that is, addresslist is used to display a list of addresses, caselist is used to display a list
of cases, leadlist is used to display a list of leads, and so on. Lists displayed are associated with
the entity in which the Tab was created, that is, if you add the addresslist to the Person tab group,
the list displayed contains People addresses. However, if you add an addresslist to the Cases tab
group, the list is blank because Cases do not typically have addresses linked to them.
There are many examples of lists displayed from Tabs in CRM. Examples are listed below.
List actions available and examples of their use in CRM are outlined below:
l addresslist—an example of use is in the Company tab group’s Company tab.
l campaignlist—an example of use is in the MarketingTab tab group’s (System Menus) Campaign
List tab.
l callist—used to call a call list.
l caselist—an example of use is in the Company tab group’s Cases tab.
l caseprogresslist—an example of use is in the Case tab group’s Tracking tab.
l communicationlist—an example of use is in the Company tab group’s Communications tab.
l forecast history list—an example of use is in the Forecast tab group’s Forecast tab.
l forecast list—displays a forecast list.
l helplist—can be used to display the help work area.
l leadlist—used to display a leads list.
l leadprogresslist—an example of use is in the Lead tab group’s Tracking tab.
l library list—an example of use is in the Case tab group’s Document tab. ("Documents" has
replaced "Library" as the label for the tab listing documents associated with an entity)
l opportunitieslist—an example of use is in the Person tab group’s Opportunities tab.

Chapter 17
l opportunityitemslist—an example of use is in the Opportunity tab group’s Opportunity Item tab.
l opportunityprogresslist—an example of use is in the Opportunity tab group’s Tracking tab.
l pendingmassemaillist—used to display a list of pending e-mails.
l peoplelist—an example of use is in the Company tab group’s People tab.
l reportsandlists—an example of use is in the MainMenu tab group’s (System Menus)
ReportsAndLists tab.
l solutions list—an example of use is in the Cases tab group’s Solutions tab.
l teamlist—an example of use is in the Company tab group’s Team tab.
l sla—not used in the system but you can use this action to display a list of existing SLAs, in
whatever part of the system you want to view it in.
l businesscaledit—not used in the system but you can use this action to display a list of existing
Business Calendars, in whatever part of the system you want to view it in.
Related List Actions

Related list actions preceded the Related Entities functionality. Most Related List actions are not
used in the standard system. They remain to ensure customized systems, which do make use of
them, will upgrade successfully. If your system currently makes use of Related list actions, you
may want to consider migrating to the Related Entities functionality after upgrading to 6.2 or above.
Please see Adding New Relationship Types (page 32-1) for more information.
All of the Related list actions behave in a similar way. They allow you to establish relationships
between entities. It is possible to add a new tab to any entity and build a list of related cases,
communications, companies, opportunities, or people.
Available Related List actions are outlined below:
l relatedcaselist—not used in the system.
l relatedcommunicationlist—not used in the system.
l relatedcompanieslist—not used in the system.
l relatedopportunitieslist—not used in the system.
l relatedpersonlist—a slightly different use than the one mentioned above is in the Communications
tab group’s Related Person tab.
Summary Actions
All of the Summary actions behave in a similar way. They allow you to build a screen that shows a
summary of the, call, case, communication, company, lead, opportunity, person, SLA, solution,
wave, or waveitem. The following example shows the Summary tab in the Case tab group:
Summary actions available and examples of their use in CRM are outlined below:
l callsummary—an example of use is in the CallList tab group’s Call List tab.
l casesummary—an example of use is in the Case tab group’s Summary tab.
l communication summary.
l companysummary—an example of use is in the Company tab group’s Summary tab.
l leadsummary—an example of use is in the Lead tab group’s Summary tab.
l opportunitysummary—an example of use is in the Opportunity tab group’s Summary tab.
l personsummary—an example of use is in the Person tab group’s Summary tab.
17-4 Sage CRM
l slasummary—an example of use is in the SLA tab group’s Service Level Agreement summary tab.
l solutionsummary—an example of use is in the Solutions tab group’s Summary tab.
l wavesummary—an example of use is in the Wave tab group’s Wave Summary tab.
l waveitemsummary—an example of use is in the Wave Item tab group’s WaveItemSummary tab.
Entry Actions
All of the Entry actions behave in a similar way. They allow you to build a screen that shows an
entry screen from which you can create a new call, case, communication, company, lead,
opportunity, person, SLA, solution, wave, or waveitem. Users typically need to select a New button
to view any of the entry screens in the system.
The following example shows the Solution entry screen, which is displayed when you select New
Solution:
Entry actions available and examples of their use in CRM are outlined below:
l forecast entry—an example of use is in the Forecast tab group’s ForecastEntry tab.
l new—an example of use is in the Main Menu tab group’s (System Menus) New tab.
l newcommunicationedit—an example of use is in the Outbound Calls tab group’s New
Communication Edit tab.
l newcompany—an example of use is in the New tab group’s (System Menus) New Company tab.
l newindividual—an example of use is in the New tab (System Menus) group’s New Person tab.
l newlead—an example of use is in the OutBoundCalls group’s New Lead tab.
l newleaddirect—not used in the system but works in the same way as the newlead action.
l newopportunity—an example of use is in the OutboundLead group’s New Opportunity tab.
l neworder—used to display a new order screen.
l newquote—used to display a new quote screen.
l newperson—an example of use is in the OutboundLead group’s New Person tab.
l newsolution—an example of use is in the New tab group’s (System context) Solution tab.
l callback—an example of use is in the OutBoundMenu tab group’s CallBack tab.
l businesscal—an example of use is in the BusinessCalendar tab group’s Business Calendar tab.
l holidayset—an example of use is in the BusinessCalendar tab group’s Holiday Set tab.
Edit and Progress Actions

All of the Edit actions behave in a similar way. They allow you to build a screen that shows an edit
screen from which users can make changes to a case, leads, opportunities, and so on. Progress
actions are similar, allowing users to progress cases, leads and opportunities to the next Stage in
their life cycle, making changes to details if required.
The following example shows the Case progress screen added to the Case tab group:
Edit actions available and examples of their use in CRM are outlined below:
l communicationedit—an example of use is in the Communication tab group’s Details tab.
l editcommunication—not used in the system but works in the same way as the communicationedit
action.
l caseprogress.

Chapter 17
l lead progress—not used in the system.

l oppoprogress—not used in the system.
Find Actions
All of the Find actions behave in a similar way. They allow you to build a screen that shows a find
screen from which users can search for cases, communications, companies, leads, opportunities,
people, and solutions. Users typically need to select a Find button and a context to perform a
search within the system.
Find actions available and examples of their use in CRM are outlined below:
l find—an example of use is in the Find tab group’s (System Menus) Find Solution tab.
l casesearch—an example of use is in the Find tab group’s Find Case tab.
l communicationsearch—not used in the system.
l companysearch—an example of use is in the Find tab group’s Find Company tab.
l leadsearch—an example of use is in the Find tab group’s Find Lead tab.
l opportunitysearch—an example of use is in the Find tab group’s Find Opportunity tab.
l ordersearch—an example of use is in the Find tab group’s Find Order tab.
l quotesearch—an example of use is in the Find tab group’s Find Quote tab.
l personsearch—an example of use is in the Find tab group’s Find Person tab.
l solutionsearch—an example of use is in the Find tab group’s Find Solution tab.
Tab Actions
Tab actions can be used to display screen areas. Tab actions available are outlined below:
l marketingtab—not used in the system but could be used to display the Marketing work area and
associated tabs.
l casesolutionstab—an example of use is in the Case tab group’s Solution tab.
l solutioncasetab—not used in the system but could be used to display the Solutions work area and
associated tabs, similar to the casesolutions tab above.
l usertabs—not used in the system but could be used to display the My CRM work area and
associated tabs.
l channeltabs—displays the Team CRM work area an example of use is in the MainMenu tab
group’s (System context) Team Desk tab.
Other Actions
Other actions available in the system allow you to build various screens. Some of the other actions
available and examples of their use in CRM (if applicable) are outlined below:
l campaign report—can be used to display a campaign’s report. An example of use in the system is
in the Campaign tab group’s Report tab.
l companymarketing—can be used to display the company marketing screen. An example of use in
the system is in the Company tab group’s Marketing tab.
l companyorgchart—not used in the system but can be used to display a company organizational
chart.
l componentadd—not used in the system but can be used to display the Component Manager
screen for adding new components.
17-6 Sage CRM
l componentinstall—not used in the system but can be used to display the Component Manager
screen for installing components.
l componentscript—not used in the system but can be used to display the Component Manager
screen for scripting components.
l Key Attributes—used to make a screen available to the user that displays dynamic data. An
example of use in the system is the Company tab group’s Key Attributes tab. Please refer to Key
Attribute Profiling (page 23-1) for more information.
l exclude—used to display the Exclude from Call List outbound call handling screen. An example of
use in the system is in the OutBoundMenu tab group’s Exclude tab.
l gotthrough—used to display the Contact Introduction outbound call handling screen. An example
of use in the system is in the OutBoundMenu tab group’s Got Through tab.
l grouplistbrowser—you use this to display the records listed in a Groups screen.
l logout—used to display the Logout screen. An example of use in the system is in the MainMenu
group’s (System entity) Logout tab.
l makecalls—used to display the Introduction outbound call handling screen. An example of use in
the system is in the OutBoundMenu tab group’s Get Another tab.
l myeware—used to display the Dashboard screen. An example of use in the system is in the User
group’s (System entity) Dashboard tab.
l personcampaign—not used in the system but can be used to show a list of campaigns related to a
person.
l personmarketing—can be used to display marketing information for a person. An example of use in
the system is in the Person group’s Marketing tab.
l phoneemail—can be use to display a person or company phone/e-mail list. An example of use in
the system is in the Person tab group’s Phone/E-mail tab.
l quicklook—not used in the system but can be used to display the person or company quick look
screen, depending on the context you add it to.
l replacecall—used to display the Replace call outbound call handling screen.
l reportexecute—used to run a report. An example of use in the system is in the ReportExecute tab
group’s ReportExecute tab.
l territoryadmin—not used in the system but can be used to display the Territory Administration area.
l territoryprofiles—not used in the system but can be used to display the Security Profiles area.
l transfercall—not used in the system but can be used to display the Transfer Call Outbound Call
Handling screen.
l userprefs—used to display the Preferences screen.
l workflowlist—can be used to display a list of available workflows.
l workflowrules—can be used to display the list of available workflow rules.
Tab Fields
The following table describes the fields on the Properties panel of the Tabs page.
Field Description
Caption Name of the tab, for example, Invoices.
Action Only displayed if you have the Extensibility Module.

Select Other from this field in order to display the list

Chapter 17
Field Description
of system actions.
System Act Explained in detail in Tab Customization Actions

(page 17-2).
SQL You enter SQL in this field to restrict use of the tab.
You can restrict tabs to specified users or groups of
users. For example, user_userid=4 or user_userid=5
to restrict the tab to certain users. However, avoid
using this format if you intend on restricting several
tabs. This is because the database gets queried
separately for each restricted tab.
Instead, use the following script to query CRM:
U:4,5—to limit the tab to users whose ID is 4 or 5,
for example.
C:4,5— to restrict the tab to certain teams, for
example teams with a Channel ID of 4 or 5.
T:— to restrict the tab to territories, using the
Territory ID (terr_territoryid). For example: T: -
2097151993
You can also restrict the availability of the tab so
that it only appears when the company is a
customer:
comp_type = 'Customer'
As you are not limited to data in the current context,
this clause can be entered in the User tab group. It
hides the Opportunity tab unless the user had any
Opportunities assigned to them:
exists (select * from opportunity where oppo_
assigneduserid = user_userid)
Bitmap If you are creating a button that links to a custom

page, choose a GIF from the list. If you have created
your own graphic using a GIF editor, copy it to the
...\wwwroot\Img\Menu directory so that it is
displayed as one of the choices.
Sensitive Select Yes or No from the Sensitive tab to restrict

the tab to specific users.
System Menus and Tab Groups

You can customize the look and feel of the Administration work area by modifying System Menus.
The System Menu administration area contains a tab group for each Administration home page, as
17-8 Sage CRM
well as one for the Administration main menu. Within these tab groups, you can change the order of
the items on any of the Administration home pages, or you can add, remove, or edit the items.
Some of the tab groups within System Menus correspond to the tabs within individual
administration areas. For example, the EntityTabs tab group contains all of the standard tabs—
Fields, Screens, Lists, Tabs, Blocks, TableScripts, and Views—you find in Administration |
Customization when you select an entity (such as Company or Solution) in order to customize it.
System Menus also includes a number of end user work areas you may want to customize:
l Main Menu drives the buttons that appear on the left-hand side of the screen, that is, Find, New,
Log Off, and so on.
l User includes the tabs displayed within the My CRM context.
l Channel includes the tabs displayed within the Team CRM context.
l Find and New drive the Find and New pop-out menus, respectively.
l Reports Tab Group allows you to customize the report categories available from the Reports menu
button.
Note: Button Groups are customized in a similar way to System Menus. They can be customized
from the Administration | Advanced Customization page if you have the Extensibility Module.
Please refer to the Developer Help for more information.
To access System Menus and edit an Administration home page:
1. Click on the Administration button and select Advanced Customization from the Administration
home page.
2. Select the System Menus icon.
3. Click on the hypertext link of the Administration home page or other Administration tab group you
want to make changes to.
4. Make the changes you require, such as changing the order of the tabs, removing existing tabs, or
changing existing tabs. Please refer to Modifying Tab Groups (page 17-1) for more details.

Chapter 18: View Customization
l Find out what the prerequisites are for customizing views.

l Find out which types of views can be accessed in the system.
l Customize a view.
l Customize a mail merge view.
l Create a new view.
l Create a new view for use in reports.
l Create a new view for use in groups.
l Create a new view for use in keyword searches.
l Create a new view for an SData feed.
l Delete an existing view.
l Learn tips and troubleshooting for view customization.
Prerequisites
To customize views you need to have:
l Experience of SQL views, tables, databases, and data relationships.
l A backup of your system. Please make sure you have a backup of any system views you customize
as these may be overwritten on upgrade.
l Ideally, a test system to test your view customizations before implementing them on your live
system.
Introduction
In relational databases, a view enables you to create a virtual table that represents the data in one or
more tables in an alternative way. Sage CRM employs views to return records in response to user
searches and to present relationships between different entities. For example, a view might list all
the cases associated with a particular company that are assigned to a specific user. Creating
advanced user-defined views entails administrators employing SQL operations such as Joins, and
therefore requires basic SQL scripting skills.
You can view, update, create, and delete database views by selecting Administration |
Customization, choosing an entity that the view belongs to, and then clicking on the Views tab. You
need to exercise caution if you are editing or deleting existing views. Remember that changing or
deleting a view may affect several areas of CRM.
In addition, it is strongly recommended that you create new views within the CRM system rather
than using a database tool, such as SQL Server’s Enterprise Manager, for example. Building a view
outside the system requires an update of the metadata table Custom_Views so that CRM can "pick

Chapter 18
up" the new view and list it in the interface. To access and update metadata tables directly in the
context of CRM is analogous to changing Windows Registry settings manually—a procedure to be
undertaken with caution and only by advanced administrators.
Note: When creating a new or modifying an existing view any SELECT statements on primary
entities in a view must also retrieve the _secterr, _assigneduserid (or equivalent), and _channelid
(or equivalent) column for each primary entity referenced in that view. This can be done by selecting
the column explicitly, for example select comp_name, comp_companyid, comp_secterr, comp_
primaryuserid, comp_channelid from Company, or by selecting all columns from the primary
entities in question. Failure to ensure this may result in SQL errors in the CRM user interface when
the view is executed. All “out-of-the-box” CRM views already contain the appropriate _secterr, _
assigneduserid (or equivalent), and _channelid (or equivalent) columns. A message to this effect is
displayed when you add a new or change an existing view.
Customizing Views
There are three types of views in the system:
l Core Views — cannot be edited or deleted. You can review the view details if you need to.
l System Views — are editable, however it is not recommended for most system views as it may
adversely affect system behavior. System views for Mail Merge, Group, Report and Keyword
Search views are commonly edited, however extreme caution must still be exercised as changes
can affect several areas of CRM. An example of customizing an existing Mail Merge view is
included in this section.
l User Views — views that you create yourself are called User Views. You can edit and delete user
views.
When editing either a System View or User View, you can indicate whether to make the generated
views available to Reports, Groups, and Keyword Searches by clicking the relevant check boxes.
User Views can also be exposed for SData (Sage Data) access by clicking the SData View check
box.
Example: Changing a Mail Merge View

This example describes an easy method of altering a view that is used for mail merging.
For this example you need:
l A document template in the Shared Templates section, marked for use in the Case context.
l To be familiar with the mail merge process.
This example shows you how to add a new field, case_description, to the case mail merge view.
This field is currently not available in the case mail merge view.
To customize the view:
1. Open Administration | Customization, and select Cases from the Customization home page.
2. Select the Views tab. A list of views associated with the Case context is displayed.
3. Select the hypertext link of the view you want to edit. In this example, the view you want to edit is
vMailMergeCase.
4. Select the Change button. The view is displayed in edit mode. The View Script field contains the
SQL used to create the view.
18-2 Sage CRM
vMailMergeCase view in edit mode
5. Make the changes you require. In this example, find the Case_CaseId. Add the new field after the
Case_CaseId. This section of the script changes from:
Case_CaseId, Comp_CompanyId
to:
Case_CaseId, Case_Description, Comp_

CompanyId
Note: If you make a syntax mistake, then you will not be allowed to save the changes.
Once you have included the case_description field in the view, you can repeat the mail merge
process, and add the new merge field into the template.
Creating a New View

The following examples show you how to create the most common types of new view you may
need:
Example: Creating a New View for use in Reports (page 18-3)
Example: Creating a New View for use in a Group (page 18-6)
Example: Creating a New View for use in a Keyword Search (page 18-8)
Example: Creating a New View for SData Access (page 18-9)
Example: Creating a New View for use in Reports

This example shows you how to create a new view for the Cases table.
To create a new view:
1. Open Administration | Customization | Cases.
The Fields tab provides you with the names of the columns that can be included from the Cases
table in a new view. If you look at the fields tab for the Company or Person tables, you can see the
names of the fields that can be called from those tables.
In addition to the fields shown in the interface, each table has a hidden unique identifier that is
used for the SQL joins.

Chapter 18
Table Unique ID
Cases case_caseid
Opportunity oppo_opportunityid
Company comp_companyid
Person pers_personid
Order Orde_OrderQuoteID
Quote Quot_OrderQuoteID
Each table exists in relationships and foreign keys exist to link the tables with each other.
Child Foreign Key Parent Unique ID

Table Table
Cases case_ Company comp_companyid

primarycompanyid
Cases case_primarypersonid Person pers_personid
Cases case_assigneduserid User user_userid
Company comp_primarypersonid Person pers_personid
Company comp_ Address addr_addressid

primaryaddressid
Company comp_primaryuserid User user_userid
Person pers_companyid Company comp_companyid
Person pers_primaryaddressid Address addr_addressid
Person pers_primaryuserid User user_userid
Opportunity oppo_ Company comp_companyid

primarycompanyid
Opportunity oppo_primarypersonid Person pers_personid
Opportunity oppo_assigneduserid User user_userid
Orders orde_contactid Person pers_personid
Orders orde_opportunityid Oppor- oppo_opportunityid

tunity
Orders orde_associatedid Quotes quot_orderquoteid
Quotes quot_contactid Person pers_personid
18-4 Sage CRM
Child Foreign Key Parent Unique ID

Table Table
Quotes quot_opportunityid Oppor- oppo_opportunityid

tunity
Quotes quot_associatedid Orders orde_orderquoteid
You will need this information to be able to build the joins between the tables.
2. Select the New button. The new Views page is displayed.
3. Type in the View Name.
Note: Name the view starting with "v", with a single word and no spacing. For example,
vSimpleCaseView.
The View Script field is automatically populated with the start of the script.
4. Select the Reports View check box. This makes the view available when creating a new report.
5. Type in a short description of the view in the Description field.
6. Type in a translation for the view in the Translation field. This is what the user will see on the
screen when the view is selected from the drop-down list.
7. Type in the SQL for the new view. For example, change the existing:
CREATE VIEW vSimpleCaseView

AS
SELECT *
FROM CASES
to:

AS
SELECT comp_name, comp_status, comp_type,
case_description, pers_firstname, pers_
lastname, case_secterr, comp_secterr,
pers_secterr, comp_primaryuserid, comp_
channelid, pers_primaryuserid, pers_
channelid, case_assigneduserid, case_
channelid
FROM company
INNER JOIN cases
ON comp_companyid = case_primarycompanyid
INNER JOIN person
ON case_primarypersonid = pers_personid
8. The columns in the SELECT statement will be the columns available in the report. If you are familiar
with SQL, then you can concatenate fields and use functions on the data to manipulate the data
further.

Chapter 18
Views page

10. Select Main Menu | Reports | Customer Service.
11. Click on the New button on the right-hand side of the screen. The Report Options, Step 1 of 2 page
is displayed.
12. Select the new view from the Source View drop-down field.
The fields that you made available in the view are now listed in the Select Column list and
can be used to create a new report.
Custom Edits and Custom Captions
You may want to add a field to your view which is derived or calculated, for example:
select rtrim("pers_firstname") +' '+rtrim

(pers_lastname) as "pers_fullname", ......
from person;
If you want to be able to control how the field appears in reports then you need to make sure that the
field is described in the meta data tables, custom_edits and custom_captions.
The easiest way to do this is to create an extra field on the main table of the view. In the example
above, create a new field on the person table called pers_fullname. You would not hold data in this
field but by creating the field with the same name as your derived field you create the meta data for
it. You can then easily control the fields display properties and captions used in screens.
Example: Creating a New View for use in a Group

To create a view for a Group, the steps are similar to creating a view for use in reports.
When creating a view for a Group, the difference from creating a view for a report is that unique
identifier fields must be included. For example, to make the view available for a group of company
records, the company unique identifier must be included in the view. To make the view available for
a group of case records, the case unique identifier must be included in the view. The same applies
to leads, opportunities, and persons.
This table shows the unique identifiers for the different groups.
Entity Unique Identifier
Case case_caseid
Company comp_companyid
18-6 Sage CRM
Lead lead_leadid
Opportunity oppo_oppoid
Person pers_personid
Orders orde_orderquoteid
Quotes quot_orderquoteid
This example shows you how to make the new case view created in the previous example available
for use in company and person group creation.
To make the view available in groups:
1. Select Administration | Customization | Cases | Views.
2. Click on the hyperlink of the view you want to change. For example, the vSimpleCaseView.
3. Select the Change action button.
4. Check the Groups View check box.
5. Add the person and company unique identifiers into the View Script.

AS
SELECT case_caseid, comp_companyid, comp_
name, comp_status, comp_type, case_
description, pers_personid, pers_
firstname, pers_lastname, case_secterr,
comp_secterr, pers_secterr, comp_
primaryuserid, comp_channelid, pers_
primaryuserid, pers_channelid, case_
assigneduserid, case_channelid
FROM company
INNER JOIN cases
ON comp_companyid = case_primarycompanyid
INNER JOIN person
ON case_primarypersonid = pers_personid

7. Select Main Menu | My CRM and select the Groups tab.
8. In Groups tab, click on the New Group button. The New Group Stage 1 of 4 page is displayed.
9. To enable this group to use the newly created view, it is first necessary to select the appropriate
name from the Entity drop-down list. In this instance, it’s Cases.
10. The Source View field now lists all the views associated with the Case entity. Select
vSimpleCaseView from the drop-down list

Chapter 18
11. Fill in the rest of the fields in this screen and click on the Continue button to proceed to the next
stage of creating a group.
Example: Creating a New View for use in a Keyword Search

When a user carries out a keyword search they have the option to select check boxes to specify
primary entities where the keyword is search for.
The System Administrator can change an existing view used by the keyword search or they can
add a new one for a new custom entity, but they can only specify one keyword search view per
primary entity. The reason for this is that, with more than one keyword search on a primary entity,
the keyword search could return the same record twice in a single set of search results.
Please refer to Customizing Views (page 18-2) for more information on how to change an existing
view.
The following table shows the view name for the existing primary entity keyword searches.
Case vKeywordSearchListCases
Company vSearchListCompany
Lead vKeywordSearchListLead
Opportunity vKeywordSearchListopportunity
Person vSearchListPerson
Communication vSearchListCommunication
Orders vOrders
Quotes vQuotes
Note: You can create a new keyword search for an existing primary entity by clearing the Keyword
Search View check box in the existing view. This allows you to create a new Keyword Search View
for an existing primary entity.
To create a new Keyword Search view for a custom entity:
1. Select Administration | Customization | <Entity>.
2. Select the Views tab.
3. Select the New button. The new Views page is displayed.
4. Type in the View Name. The View Script field is automatically populated with the start of the script.
5. Select the Keyword Search View check box. This makes the view available when carrying out a
keyword search.
7. Type in a translation for the view in the Translation field.
8. Type in the SQL for the new view.
18-8 Sage CRM
9. Select the Save button. The new view is displayed in the list of views. The new custom entity is
available for selection on the Keyword Search page.
Example: Creating a New View for SData Access

SData (Sage Data) is a Sage Standard which enables desktop, server, and web-based Sage
applications to communicate with each other as well as third-party applications and the Web. SData
is built on top of leading industry standards including HTTP, XML, REST, and Atom/RSS.
In Sage CRM SData "feeds" can be consumed in a read-only format by Sage CRM via the
Interactive Dashboard and by third-party applications.
The view in this example includes a derived field, oppo_daysopen, to show how long an opportunity
has been open. When created as an SData view, this can easily be made available to the users via
the Interactive Dashboard. The SData view could also be used by a third-party application which
supports SData feeds.
Note: SData views are not affected by the SData setting on the External Access tab. In this
example, the Read-only SData setting on the Administration | Customization | Opportunity |
External Access tab can be set to Yes or No. The view is still available for access.
To create a view for SData access:
1. Select Administration | Customization | Opportunity | Views.
2. Select the New button.
3. Type in the View Name, for example vOppoDatesOpen.
4. Select the SData View check box.
6. Type in a translation for the view in the Translation field.
7. Type in the SQL for the new view. For example, change the existing:
CREATE VIEW vOppoDatesOpen

AS
SELECT *
FROM OPPORTUNITY
to:
CREATE VIEW vOppoDatesOpen

AS
SELECT RTRIM(ISNULL(Pers_FirstName, '')) +
' ' + RTRIM(ISNULL(Pers_LastName, '')) AS
Pers_FullName, Pers_PersonId, Pers_
CreatedBy, Pers_SecTerr, Pers_
PrimaryUserId, Pers_ChannelID, Pers_
EmailAddress, Comp_Name, Comp_CompanyId,
Comp_CreatedBy, Comp_SecTerr, Comp_
PrimaryUserId, Comp_ChannelID, Chan_

Chapter 18
ChannelId, Chan_Description, Comp_

EmailAddress, datediff(day, getdate(),
oppo_opened) as oppo_daysopen,
Opportunity.*, (COALESCE(Oppo_Forecast, 0)
* COALESCE(Oppo_Certainty, 0)) / 100 AS
Oppo_Weighted FROM Opportunity LEFT JOIN
Person ON Pers_PersonId = Oppo_
PrimaryPersonId LEFT JOIN Company ON Comp_
CompanyId = Oppo_PrimaryCompanyId LEFT
JOIN Channel ON Oppo_ChannelId = Chan_
ChannelId WHERE Oppo_Deleted IS NULL
8. Click Save.
9. To test the view on the Interactive Dashboard, select My CRM | Dashboard, and make sure you
have a dashboard open.
10. Select Modify Dashboard | Add New Gadget | SData Feed.
11. Select the CRM SData Provider check box, and click Next.
12. Select the new view you created, and click Next.
13. Select the columns to display on the gadget and complete the gadget wizard steps.
The SData view you created is represented in a new gadget on the user's landing page. The
URL to make the view available to another application would take the following format:
http://myserver/sdata/[installname]j/sagecrm/-/vOppoDatesOpen
Deleting an Existing View

You can only delete views that you created—that is, User views.
To delete a User View:
1. Open Administration | Customization, and select the entity that the view belongs to from the
Customization home page.
2. Click on the Views tab. A list of views associated with that context is displayed.
3. Select the hypertext link of the view you want to delete. The User view is displayed in view mode.
4. Select the Delete button to delete the view.
Tips and Troubleshooting

l You can use a tool such as Query Analyzer to write SQL for your view customizations and verify
that the data you want returned is what you expect. You can also copy and paste sections of SQL
that you have verified into CRM.
l If you are using SQL Server with Enterprise Manager, the Create View feature gives you a helpful
graphical way to build SQL for a view. This SQL can then be copied and used in CRM. Note: Test
the SQL on a test system first.
l SQL invalid message. If your SQL is invalid, CRM will display an error message and the SQL will
not get saved to the database.
18-10 Sage CRM
l CRM security (territories, profiles etc.) works on top of a view. In other words, the list of data that is
returned to you in, for example, Query Analyzer, it will be different to the data returned to the user
from the customized view in CRM.
l Do not use TOP in your view select statement.
l Using JOIN ON rather than "where primary_key = foreign_key" type syntax, is the preferred method
for joining tables.

Chapter 19: External Access
l Change External Access settings.
Changing External Access Settings

To change the External Access settings:
1. Select Administration | Customization | [Entity Name] | External Access.
2. Click the Change button.
3. Make the changes you require. The fields are explained in the table below.
4. Click Save.
The following table explains the fields on the External Access tab.
Field Description
Read-only SData Enabled by default. Select Yes or No to enable or

disable an entity for Sage Data (SData) access.
This setting exposes Sage CRM entities so that they
can be read and queried by third-party applications
using ATOM feed technology on the SData standard.
For more information on working with SData, please
refer to the Developer Help.
Web Services Enabled by default on primary entities. Select Yes or

No to enable or disable an entity for Web Services
access.
Note: The Enable Web Services setting accessed
from Administration | System | Web Services
overrides settings on individual entities.
For more information on working with Web Services,
please refer to Web Services Settings (page 45-1)
and to the Developer Help.

Chapter 20: Summary Reports
l Understand what summary reports are.

l Customize summary report header content.
l Customize summary report list output.
Introduction to Summary Reports

Summary reports show a quick overview of customer information. Note that you need to be a
System Administrator or an Info Manager with Info Admin Summary Reports rights to customize
summary reports.
Summary reports are available from the Summary tabs of:
l Companies
l People
l Opportunities
l Cases
A summary report is made up of two customizable areas:
l Header content - summary information from the current entity. For example, click on the Summary
Report button in the context of a case, and the header content is made up of case summary
information.
l List output - information from the entities linked to the current entity. For example, click on the
Summary Report button in the context on a company, and the list output area contains information
about related opportunities, cases, and communications.
The header content information is customized from Administration | Customization | <Entity> |
Summary Reports, by selecting the Edit Content Summary button.
Summary Report - header content
The list output is customized from Administration | Customization | <Entity> | Summary Reports,
and selecting the Edit button next to the list you want to customize.

Chapter 20
Summary Report - list output
Customizing Summary Report Header Content

To customize the header area of the summary report:
1. Select Administration | Customization, and select, for example, Company.
2. Select the Summary Report tab.
3. Click on the Edit Summary Content button. The Maintain Screen Definition page is displayed.
4. Add, remove, or change the fields you want to display. For example, add the Company SLA field.
5. Select the Save button. You can view the updated layout by clicking on the Summary Report button
on the Company Summary tab.
Customizing Summary Report List Output

Let’s say you want to change the list output of the Company Summary Report to show
Communications with a Status of Pending. You also want to move the Status column in the
Opportunity information displayed on the report output so that it is next to the Stage column.
To customize the Company Summary Report list output:
2. Select the Summary Report tab. The Summary Reports page is displayed.
3. Select the Communications hyperlink to change the status of Communications displayed on the
report. The Report Options, Step 1 of 2 page is displayed. For more information on changing the
information on the Report Options, Step 1 of 2, and Report Options, Step 2 or 2 pages, please refer
to Writing Reports the User Guide.
4. Select the Continue button. The Report Options, Step 2 of 2 page is displayed.
5. Select the Save button. The Search Criteria For Report page is displayed.
6. Select the Pending Status search criteria.
7. Select the Save button. The Summary Reports page is displayed.
8. Select the Opportunities hyperlink to add the Opportunity Status to the report output. The Report
Options, Step 1 of 2 page is displayed.
9. Highlight the Opportunity Status column in the Report Contents list, and move it so that it follows the
Opportunity Stage column.
10. Select the Continue button. The Report Options, Step 2 of 2 page is displayed.
11. Select the Save button. The Search Criteria For Report page is displayed.
20-2 Sage CRM
Chapter 20: Summary Reports
12. Select the Save button. The Summary Reports page is displayed. You can view the updated layout
by clicking on the Summary Report button on the Company Summary tab.

Chapter 21: Notifications
l Use quick notifications.

l Create onscreen notifications.
l Create e-mail notifications.
Introduction to Quick Notifications

The Quick Notification functionality allows you to create notification rules for main entities in CRM.
Notification rules can contain up to five conditions. If all or some of the conditions are satisfied, a
notification message is sent to the specified user in e-mail format or on-screen.
Note: You can create notifications, containing more than five conditions, or a more complex trigger
SQL clause by adding notification actions to Escalation Rules. These can be set up in
Administration | Advanced Customization | Escalation, or within the context of a workflow in
Administration | Advanced Customization | Workflow.
To create quick notification rules:
1. Make sure the Escalation field in Administration | Advanced Customization | Workflow & Escalation
Configuration is set to Yes.
2. Select Administration | Customization, and select the entity you want to create the rule for from the
Customization home page.
3. Click on the Notifications tab.
4. Select the New On Screen Notification action button or the New E-mail Notify button, depending
on whether you want the notification to be displayed in e-mail format or on-screen.
5. Complete the details on the Notifications page, and select Save.
Creating Onscreen Notifications

When you create an on-screen notification rule, a message is displayed on-screen for the user you
specify when the conditions you add to the rule are satisfied.
This example shows how to create a notification rule that alerts the user Dave Montana (a
marketing manager) if an opportunity is created as a result of an advertisement in the UK territory.
To create an on-screen notification:
1. Select Administration | Customization, and select Opportunity from the Customization home
page.
2. Select the Notification tab and click on the New On Screen Notification button. The Notification
screen is displayed.
3. Complete the fields on the screen.

Chapter 21
Notifications screen
4. Select the Save action button to save the rule.

5. The table below explains the fields on the Notifications screen.
Field Description
Notification Name Specify a name for the notification rule in this field.
Enabled Unselect this check box to disable the rule. It is

checked (enabled) by default.
And / Or All Select And if you want the notification to be created

only if all of the conditions you specify below are
met. Select Or if you want the notification to be
created when any one of the conditions you specify
below are met.
Field Forms part of a WHERE clause. Select the field

(database column) that you want the script to run on.
Condition The operator, for example Equal To, Not Equal To,
or Is Empty.
Value A value that corresponds to the Field you selected

above.
Choose Field to Insert Into If you want to include any merge fields in the
The Notification notification message displayed, select them from
this field.
Notify User Specify the user you want to be notified when the
conditions you specified are met.
Notification Message Type the notification you want displayed in this field.
You can include merge fields by selecting them from
the Choose Field to Insert Into The Notification field.
This is a required field.
21-2 Sage CRM
Chapter 21: Notifications
Creating E-mail Notifications

When you create an e-mail notification rule, an e-mail is sent to the user you specify when the
conditions you add to the rule are satisfied.
This example shows how to create a notification rule that alerts the user Kylie Ward (a customer
service manager) if a case is created for a "Gold" customer or if a case is created with an SLA
severity of High.
To create an e-mail notification:
1. Select Administration | Customization, and select Case from the Customization home page.
2. Select the Notification tab and click on the New E-mail Notify button. The Notification page is
displayed.
Notifications screen
3. Complete the fields on the Notifications and New E-mail Template panels.
l The table in Creating Onscreen Notifications (page 21-1) explains the fields on the
Notifications panel.
l You can specify the details of the e-mail you want to send on the New E-mail Template
panel or you can select from a list of existing e-mail templates. Please refer the User Guide
for details on sending e-mails. Note that you can use the Choose Field To Insert Into The E-
mail field to add merge fields to the e-mail body in the same was as you use the Choose
Field To Insert Into The Notification field, described in the table above. You can also attach
local or global documents to the e-mail notification.
4. Select the Save action button to save the rule.

Chapter 22: Web Leads
l Understand how to use the Web To Lead Feature.

l Customize the Web Lead.
l Explain Web To Lead configuration settings.
Web Leads
CRM enables you to create web pages for collecting lead information simply by clicking on a button.
This one-click process generates the HTML to define a web form page for entering lead details. This
HTML page can be inserted into a corporate web site, enabling a seamless transfer of information
from a client-defined interface to the CRM database.
The generated HTML contains the URL of the CRM installation and defines the action to be taken
when the web lead form is submitted. Therefore, although customization allows the user to add or
remove fields from the form, no HTML scripting is required to make the form fully functional.
To access the Web to Lead area in CRM:
1. Select Administration | Customization | Leads and select the Web To Lead tab.
2. Select the Change button to edit the default configuration settings if you need to. Please refer to
Web To Lead Configuration Settings (page 22-2) for more information on the Web To Lead
configuration fields.
3. Select Save to save the changes you made.
4. Select the Web Lead HTML button. The Web Lead HTML screen is displayed.
Web Lead HTML Screen
If you examine the HTML, you’ll notice key material is grouped in the Create Action function.
Written in JavaScript, this function indicates the CRM install that will receive the information
from the web lead form. This area is worth checking in situations when the web lead
information has not successfully transferred to the CRM database. It is possible that in
certain situations when an CRM is reinstalled under a different name, the URL used by the
HTML page generated by an earlier install is no longer valid.

Chapter 22
5. You can copy the HTML from this screen to your corporate Web site so that your customers can
create leads in CRM via your Home Page. The raw HTML copied from the Web Lead HTML screen
will create a basic form for capturing lead information.
Web Lead form
6. Type in some test lead data.

7. Select the Save And Submit button.
8. Return to CRM, and search for the lead you added using the web page. The new lead is displayed
with the Source set to Web.
Customizing the Web Lead Screen

You can customize the fields available on the Web Lead form by customizing the standard Web
Lead screen.
To customize the Web Lead screen:
1. Select Administration | Customization | Lead | Screens.
2. Click on the Customize button next to the WebLeadScreen. The Maintain Screen Definition page is
displayed.
3. You can add or remove fields in the same way as you customize any other screen in CRM.
5. Select the Web To Lead tab, and click on the Web Lead HTML button.
6. Copy and paste the new HTML to your web page. The Web Lead form is updated to include the
new fields you added.
Web Lead form
Web To Lead Configuration Settings

The following table explains the Web To Lead configuration settings
22-2 Sage CRM
Chapter 22: Web Leads
Field Description
Web Lead Enabled Select this check box to enable the Web To Lead
functionality. When you do this CRM can capture
leads.
Only Accept Web Leads If you want to restrict the ability to generate leads
From The Following IP from any Web site, specify the exclusive IP address
Address that leads can be generated from.
Web Lead Return URL Specify the URL you want the user's browser to be
redirected to after the lead has been created.

Chapter 23: Key Attribute Profiling
l Gain an insight into key attribute profiling.

l Work through a quick start example for key attribute profiling.
l Design a structure for key attribute categories.
l Set up the key attribute categories.
l Set up key attribute lists.
l Add fields to categories.
l Define key attribute category groups.
l Display key attribute profiling data on a tab.
l Work with key attribute profiling data.
l Add key attribute data content and search criteria to reports.
l Work with System Categories.
l Understand Category fields.
Introduction to Key Attribute Profiling

Key Attribute Profiling provides CRM users with a method for setting up dynamic sets of data
associated with People, Companies, Opportunities, Cases, and Leads.
For example, if you are creating a company, you will always want to store address details for it
because all companies have an associated address. If you need to store more address information
than the standard fields provide for, you can add new fields to the address or company tables.
However, you may also want to record company-specific information, such as which companies
attended your roadshows, who attended, and when they attended. Some companies may not have
any data in this section as they never went to the roadshows, some companies will have attended
many roadshows, and some companies will have only attended one roadshow. This is ideal for Key
Attribute Profiling data.
Quick Start Example

The Key Attribute Profiling functionality represents a powerful tool. The following example shows
you how it can be used in a typical Marketing scenario.
Note that to work through this example, you will need both the Sales and Marketing modules,
because it includes references to Campaign Management and Outbound Call Handling.
The sections following this example, however, go through Key Attribute Data set-up in more detail
and can be followed with the Sales or the Marketing modules.
Here’s the scenario:

Chapter 23
You are a Marketing Manager with Info Admin Key Attribute Profiling rights. This gives you access
to the Marketing button and limited access to the Administration area.
You want to invite London-based IT managers to a series of Breakfast Briefings coming up in the
next quarter.
You set up a campaign with waves and wave activities representing the different stages, for
example, Invitation Mailshot, Follow-up Calls, Attendance Confirmation, etc.
One of these Wave Activities is going to be an Outbound Call action, which will generate a call list
for your telesales team to work through. The objectives of this Wave Activity will be:
l To establish whether or not the invited people are interested in the upcoming seminars.
l To establish their preferred dates and locations.
l To find out why they might not attend.
These questions and answers can be set up and captured using key attribute data. The integration
of key attribute data into reporting and group functionality allows you to easily report on who
answered which question in a particular way, and then create a new group for a follow-up campaign.
Here are steps that you will need to go through:
1. Create a tree structure of categories, which will allow you to gather data relevant to the Breakfast
Briefings.
2. If any of the "answers" require you to select from a list of predefined choices (for example, "Yes" or
"No", or "Sheraton Hotel on 15th Jan" or “Marriott Hotel on 12th Feb" or "Radisson Park on 10th
March"), you will need to set these up as Key Attribute Lists.
3. Add the fields to the categories, which will record the data you want to collect.
4. Create a Call Handling Category Group to display the questions and answers you have set up to
the CRM user.
5. Generate the outbound call list so the user knows who to call.
6. Once you have completed the setup, you can run through a few of the calls, and then generate a
report that lists everyone who answered Yes to attending and selected the "Sheraton Hotel on 15th
Jan" event as their first choice. You can also create a group based on this information to send out
an E-mail blast to everyone who said they were unable to attend due to scheduling reasons,
advertising your Q2 Breakfast Briefing series.
Step 1: Adding Categories

For this example, you really only need to set up one category called "Breakfast Briefings"—but it
makes sense to think ahead to future requirements you may have, and build a logical structure.
For example:
Marketing Events
Briefings and Seminars
Breakfast Briefings
To set this up:

1. Select Administration | Advanced Customization.
2. Click on the Key Attributes icon on the Advanced Customization home page.
3. Select the Categories tab.
23-2 Sage CRM
4. Highlight the highest level category, All Categories, and type the first category name, Marketing
Events, in the Category Name field.
5. Ensure that the Category Type field is set to Parent Category: No Data Held.
6. Select the Add button. The new category is displayed in the Key Attribute Categories list.
7. Highlight the Marketing Events category, and add the next one, called Briefings and Seminars.
The Category Type should be set to Parent Category: No Data Held.
8. Highlight the Briefings and Seminars category, and add the next one, called Breakfast Briefings.
The Category Type should be set to Parent Category: No Data Held.
Your tree structure should now look like this:
Key Attribute Categories
At this point, you can start to enhance the structure and add another category under Breakfast
Briefings called, for example, Q1. Then on the same level as Q1, build another category called Q2,
and so on. However, before you attempt this, think about the fields that you are going to add to
collect the data. If some of these fields are going to be common to several sub-categories, you
should set them up on a higher level category, as they will be inherited by each new category you
add underneath. But you need to set the fields up before adding the lower level categories.
Continue with Step 2 for now, and you will see how this works.
Step 2: Setting up Key Attribute Lists

Before you can add fields to capture all the information that you need, you must set up the Key
Attribute Lists that are used by these fields. This is because when you define a field type as
Selection, you need to then specify which Key Attribute List the field should display. If you have not
set up the Key Attribute List, you cannot save the field.
Step 2 may seem time consuming, but these lists can be reused within different categories. In the
future, you may be able to proceed straight onto Step 3, if you know that you have already created
lists that can be reused. This is why you should make these lists as generic as possible.
To set up key attribute lists:
3. Select the Key Attribute Lists tab.
4. Type in the first list name as YN in the New List Name field, and select the Add List button.
5. Type Yes in the Add Translation field, and type Y in the Code field.
6. Select the Add button. The translation is displayed in the list.
7. Type No in the Add Translation field, and type N in the Code field.

Chapter 23

9. Type Don’t know in the Add Translation field, and type UN in the Code field.
10. Select the Add button. The list should now look like this:
Maintain Lookup Selections page

12. Add the next list, and call it DateVenue. The Codes can be set up as 1501SH (Translation: 15th
Jan Sheraton), 1202MA (Translation: 12th Feb Marriott), and 1003RP (Translation: 10th March
Radisson Park).
14. Add the next list, and call it NonAttend. The Codes can be set up as NoInt (Translation: Not
Interested), Sched (Translation: Schedule), Other (Translation: Other).
15. Select the Save button. Your Key Attribute Lists page should now include the following lists:
Key Attribute Lists
Step 3: Adding Fields

Now you can come back to the Categories tab, and add the fields to the Breakfast Briefings
category.
Adding the following fields will capture all the information you have been asked to collect for this
scenario:
l Attendance. Select from Yes, No, or Don’t know.
l 1st Preference. Select from Sheraton Hotel on 15th Jan, Marriott Hotel on 12th Feb, or Radisson
Park on 10th March.
l 2nd Preference. Select from Sheraton Hotel on 15th Jan, Marriott Hotel on 12th Feb, or Radisson
Park on 10th March.
23-4 Sage CRM
l 3rd Preference. Select from Sheraton Hotel on 15th Jan, Marriott Hotel on 12th Feb, or Radisson
Park on 10th March.
l Cannot attend. Select from Not interested, Schedule, or Other.
l Comments. Add free text notes.
Note: Apart from the last field, all of these can make use of predefined Key Attribute Lists, which
make reporting, analysis, and data entry much easier than typing in free text notes.
To add these fields:
4. Highlight the Breakfast Briefings category in the Key Attribute Categories list.
5. Select the Edit Fields button. The List of Fields and Field Details panels are displayed.
6. Type Attendance in the Field Name field.
7. Set the Field Type to Selection.
8. Set the Key Attribute List field to YN.
9. Select the Add button. The new field is displayed in the List of Fields panel.
10. Type Cannot Attend in the Field Name field.
12. Set the New Line field to Same Line.
13. Set the Key Attribute List field to NonAttend.
15. Type 1st Preference in the Field Name field.
17. Set the New Line field to New Line.
18. Set the Key Attribute List field to DateVenue.
20. Repeat the last five steps for the 2nd and 3rd Preference fields.
21. For the Comments field, set the Field Name to Comments, the Field Type to Multiline Text, set
NewLine to New Line, and set the Entry Width to 80.
The Categories page is displayed, showing the fields that you added in the Breakfast
Briefings category.

Chapter 23
Fields for Breakfast Briefings
At the end of Step 1, we mentioned that you might have several sub-categories of the
Breakfast Briefings category, such as Q1 or Q2. Here is where you can use the inheritance
feature.
24. If you now create these two new categories underneath Breakfast Briefings—both categories will
automatically include all the fields you have just added. If the Q2 Briefings have additional
information to collect (for example different Date/Venues), you can add a new field or change the
existing selections within the Q2 category.
25. These categories should be set to Category Type Single Instance Data Category. This means that
no further categories can be added underneath these categories.
Your new tree should look like this:
Q1 and Q2 inherit the fields from Breakfast Briefings
Don’t worry about making changes to the Q2 fields for now. Onward to Step 4.
Step 4: Creating the Call Handling Category Group

If you want the call handling data to appear on a new screen, you need to create a Call Handling
Category Group to do the job.
When you create a Category Group, you are telling the system which key attribute categories to
display on your screen. When you are running your outbound call activity to find out who is going to
come to your Q1 Breakfast Briefing series, you don’t want the user to scroll through every category
that has been created in order to find the response they are looking for. Instead you want to select
the categories that are relevant for your current campaign.
In this step, you will create a new Call Handling Category Group to display all the fields in Breakfast
Briefings / Q1 to the user.
To set up the new Call Handling Category Group:
1. Select Administration | Advanced Customization | Key Attributes.
2. Select the Category Groups tab.
3. Select Call Handling Category Groups from the list at the top of the page.
4. Select the New button. The Category Groups page is displayed.
5. Type BB Q1 in the Name field.
6. Highlight the Q1 category in the Key Attribute Categories list.
23-6 Sage CRM
7. Select the Add button. This moves the Q1 category over to the Categories Within Group list.
8. Make sure the Related Entity field is set to Person.
Call Handling Category Group
9. Select the Save button. The new group is displayed on the Category Groups page.
Step 5: Generating the Outbound Call List

You’re an experienced Campaign Manager so there is no need to go through all the steps, just make
sure you have a Campaign, Wave, and Wave Activity set up. Also, make sure you have a group set
up, for example, of IT Managers in the London area. In this step you are going to link the Call
Handling Category Group to the Wave Activity and then generate the Outbound Calling List.
1. Open up the Wave Activity and make sure the Type is set to Outbound Call.
2. Set the Category Group field to the Category Group you created in the previous step, that is, BB
Q1.
3. Make sure you select your name as one of the users who can access the outbound call list.
5. Click on the Create Call List button.
6. Confirm the Group you want the call list to be created against.
The Outbound Call List is created, and is now available from the My CRM area of all users
who you assigned it to.
Step 6: Using Key Attribute Profiling

After you’ve have finished the set-up process, you can verify how key attributes work in practice:
1. Select the Outbound Calls tab from My CRM. If your Outbound Calls tab is not displaying in My
CRM, go to Preferences and set Show Outbound Calls In My CRM to Yes.
2. Click on the hyperlink of the Wave Activity that you set the Outbound Call action up on.
3. Select the Get A Call button.
4. Select the Got Through button. Your Key Attribute Profiling data is displayed on the call handling
screen, ready for completion.

Chapter 23
Outbound Call Handling screen
5. Complete the information and select the Get Another Call button.
6. Run through a few calls, then select the Finish Calling button.
The information you have been collecting can now be used in a variety of ways. Here are two
actions you may want to test:
l You can report on who said "Yes" and expressed a 1st Preference of the 15th Jan Sheraton event.
l You can create a group of all the people who were unable to attend because of scheduling
reasons, and send them a follow-up e-mail with Q2 dates.
The next sections return to many of the areas that were touched on briefly during this "Quick Start"
section. They will take you back to the beginning and work through some further examples in more
detail.
Designing Key Attribute Profiling Structure

Before you start to build your structure of Categories, it is a good idea to create an outline design of
the data, field types and key attribute lists you will need. In particular, this will help you identify
common key attribute lists, so that you only have to build them once.
The example below is for Training Information to be recorded against People at Customer sites.
Planning like this will also help identify in advance the Category Types:
l Parent Category : No Data Held
l Single Instance Data Category
l Multiple Instance Data Category
In this example, you may want to record the results of multiple evaluation forms, so the Evaluation
Form Feedback category is flagged as a Multiple Instance Data Category. The other categories are
all Single Instance Data Categories, since they have no further sub categories—the data is stored
directly within these categories.
Data Type
Training Attended Category—Single Instance Data Category

User Field : Date
System Admin Field : Date
23-8 Sage CRM
Data Type
Advanced System Admin Field : Date

Developer Field : Date
Influence Category—Single Instance Data Category

Type Field : Selection (Key Attribute List:Influence)
Future Interest Category—Single Instance Data Category

User Field : Check box
System Admin Field : Check box
Advanced System Field : Check box
Admin Developer Field : Check box
Evaluation Form Category—Multiple Instance Data Category

Feedback
Field : Selection (Key Attribute List:Course)
Course Name
Field : Date
Course Date
Field : Selection (Key Attribute List:Rating)
Facilities
Materials
Trainer
Field : Selection (Key Attribute List: Rating)
Course Content
Overall Impression
Field : Multiline text
Strengths
Field : Multiline text
Weaknesses
Key Attribute List Selections

Influence End user
Buyer
Technical
Management
Course User
System Admin
Advanced System Admin
Developer
Rating Poor
Average

Chapter 23
Key Attribute List Selections

Good
Very Good
Excellent
Using the Depth of the Categories and Inheritance

As well as identifying key attribute lists that may be common to multiple fields, it is important to
identify fields that may be common to multiple categories.
For example, if you are collecting information about home appliances purchased, you may initially
think of the following categories and fields:
All Categories
Washing Machine
Vacuum Cleaner
Fridge
Data Type
Washing Machine Category

Manufacturer Field : Selection (Key Attribute List: Manufacturer)
Price Field : Currency
Warranty Expiration Field : Date
Model Field : Selection (Key Attribute List: Washing
Machine Model Numbers)
Vacuum Cleaner Category

Model Field : Selection (Key Attribute List: Vacuum Cleaner
Model Numbers)
Fridge Category
Model Field : Selection (Key Attribute List: Fridge Model
Numbers)
You can quickly identify that each category has three fields in common—Manufacturer, Price, and
Warranty Expiration.
23-10 Sage CRM
Instead of creating these fields under each category, you can create a higher level parent category
first called "Home Appliances", which has these three fields associated with it. Then, when you
create "Washing Machine", "Vacuum Cleaner" and "Fridge" as child categories of Home
Appliances, they will automatically inherit the three common fields, and all you have to add under
each child category is the Model key attribute list for each appliance type:
All Categories
Home Appliances
Washing Machine
Vacuum Cleaner
Fridge
Adding fields to the parent level category after the child categories have been created does not
automatically add the new fields to the categories below. If you add a field to the parent level and
then add a new child category, the child category will inherit the existing and new fields.
Data Type
Home Appliances Category

Washing Machine Category (child of Home Appliances)

Manufacturer - inherited from Home Appliances Category
Price - inherited from Home Appliances Category
Warranty Expiration - inherited from Home Appliances Category
Model Field : Selection (Key Attribute List: Washing
Machine Model Numbers)
Vacuum Cleaner Category (child of Home Appliances)

Model Field : Selection (Key Attribute List: Vacuum Cleaner
Model Numbers)
Fridge Category (child of Home Appliances)


Chapter 23
Data Type
Model Field : Selection (Key Attribute List: Fridge Model

Numbers)
If you want to track Trade Show attendance over a number of years, you could make use of
inheritance in the following way:
All Categories
Trade Show Attendance
CeBIT
Softworld
CRM Show
Data Type
Trade Show Attendance Category

Year 1 Field : Check Box
CeBIT Category (child of Trade Show Attendance)

Year 1 - inherited from Trade Show Attendance
Softworld Category (child of Trade Show Attendance)

CRM Show Category (child of Trade Show Attendance)

23-12 Sage CRM
Note: Key Attribute Categories do not store default values—if there is no selection, nothing is
stored—so “Empty” check boxes cannot be reported on. This is why the suggestion is made in this
smarter example to use a “Yes” or “No” Selection instead of a Check Box field.
However, a smarter design would be as follows:
All Categories
Trade Show Attendance
Year 1
Year 2
Year 3
Year 4
Data Type
Trade Show Attendance Category

CeBIT Field : Check Box or Yes/No Selection
Softworld Field : Check Box or Yes/No Selection
CRM Show Field : Check Box or Yes/No Selection
Year 1 Category (child of Trade Show Attendance)

CeBIT - inherited from Trade Show Attendance
Softworld - inherited from Trade Show Attendance
CRM Show - inherited from Trade Show Attendance




Chapter 23
This is recommended because in the future, there may be a new trade show you want to track
attendance for. This can simply be added under the category for the current year, for example, Year
4, and all future years.
In the not-so-smart example, you would have inherited redundant past years for any new category
added. Also, in the not-so-smart example, you would have to anticipate many years into the future
to take advantage of the inheritance, whereas in the "smart" example, you can add the years as you
need them.
Setting up the Categories

The following areas are important when setting up categories:
Creating Categories (page 23-14)
Deleting a Category (page 23-15)
Default Activities (page 23-20)
Groups listed as Group Entries (page 23-20)
Creating Categories
You can use the Training Information example in Designing Key Attribute Profiling Structure (page
23-8) to work through this section.
To set up categories:
1. Click on Administration | Advanced Customization | Key Attributes.
3. On the Categories page, highlight the category that you want your new categories to be
subordinate to.
4. If this is the first category you are creating, highlight All Categories and position the cursor in the
Category Name field.
Category Name field
5. Set the Category Type to Multiple Instance Data Category if you want to allow the end user to
enter information more than once within this category. For example, let’s say you are setting up
data to record the responses from a Training Evaluation Form, and you wish to record the
responses from several evaluation forms within the same Tab. Set the Category Type to Multiple
Instance Data Category.
6. Select the Add button. The new category is displayed in the list of Key Attribute Categories.
7. Position the cursor to highlight the category you want your new category to be subordinate to, and
add the rest of the categories.
23-14 Sage CRM
New Categories
Deleting a Category
To delete a Category:
2. Highlight the category you want to delete on the Key Attribute Categories list.
l If there is no data stored in the system within this category, then you can delete the category
by clicking on the Delete button on the Category Details panel.
l If there is data held within the category you are trying to delete, you will only see a
Deactivate button. When you click on this button, the category is “soft” deleted. The category
is hidden from the Key Attribute Categories list until reactivated.
l The "All Categories" top category cannot be deactivated nor deleted.
3. Select Delete or Deactivate.
4. The category is removed or hidden from the Key Attribute Categories list.
To recover a deactivated category:
2. Select the Show Deactivated check box. All deactivated as well as active categories are displayed
in the Key Attribute Categories list. Deactivated categories are displayed with an asterisk (*) next to
the category name.
3. Highlight the category you want to reactivate.
4. Select the Reactivate button.
5. Select the Continue button.
The normal view of the Key Attribute Categories list is displayed, showing the reactivated category.
Setting up Key Attribute Lists

To add a Selection Field Type within the Key Attributes area of the system, the key attribute list
must already exist. These are set up and maintained within the Key Attribute Lists tab.
It is recommended that you set up these lists before adding the fields to the categories you have set
up.

Chapter 23
For example, one of the pieces of data you want to capture within the category called Training
Profile, is the type of influence on training purchasing decisions. Possible mutually exclusive
options are End User, Buyer, Technical, or Management. The most suitable field type to capture
this data is a key attribute list.
To create a new key attribute list:
1. Select the Key Attribute Lists tab. The Key Attribute Lists page is displayed.
2. Type the name of the list in the New List Name field. The name can be a generic description of the
list rather than map exactly to the field name, since you can reuse the key attribute list if it applies to
a number of fields. For example, questionnaire answers such as Poor, Average, Good, Very Good,
Excellent, will be reused a number of times, linked to separate fields. A generic description for this
reusable list could be Rating.
3. When you click on the Add List button, the Maintain Lookup Selections page is displayed. This
behaves in the same way as the Maintain Lookup Selections page within Field Customization.
Please refer to Field Customization (page 13-1).
4. Add the Codes and Translations for the selections.
5. Select the Save button. The Key Attribute Lists page is displayed.
Not Currently In Use indicates the list has not yet been linked to a category in the Key Attribute
Categories list. When a list is linked to a category, this area is headed: Key Attribute Used In, and a
list of all branches in the tree where the list is used is displayed.
6. Follow the same procedure to add the rest of the lists you need.
7. Select the Change button if you need to go back and edit the selections you have already set up.
Adding Fields to Categories

To add fields for the data that you want to capture and record:
1. Select the Categories tab. The Key Attribute Categories list is displayed.
2. Highlight the Category that you want to add fields to.
3. Select the Edit Fields button on the Category Details panel. The List Of Fields and Field Details
panels are displayed.
4. In the Field Details panel, enter the Field Name, Field Type and other information, then select the
Add button. The standard fields and field types are explained in Category Fields and Field Types
(page 23-21). The fields vary depending on the Field Type selected. For example, the Key Attribute
List field is only displayed when the Field Type is set to Selection.
List of Fields and Field Details panel
23-16 Sage CRM
5. Once you have added all the fields for this category, select the Save button. The Categories page
is displayed, showing the fields you have added.
6. If you need to edit the fields you have added, click on the Edit Fields button.
7. Add other fields you require to the other categories in the same way.
Defining Category Groups

Category Groups are the definition of what data appears on a Key Attribute Profiling screen. Over
time you will most likely create a number of different areas within the system where Key Attribute
Profiling appears. You only need to define one structure of Categories, but by defining multiple
category groups, you can reuse different sets of categories, and only use the categories that are
relevant to the data you want to collect.
To define a new Category Group:
1. Select the Category Groups tab.
A list of existing Category Groups is displayed.
The list at the top of the page has the following options:
l General Category Groups

l Call Handling Category Groups
l Activity Category Groups
2. General Category Groups is the default. Make sure this is selected.
3. Select the New button.
4. The page displays Details, Key Attribute Categories, and Categories Within Group panels. The Key
Attribute Categories list displays all of the categories you have defined so far.
5. Add the Name and Description.
6. Use the Add and Delete arrows to move categories from the Key Attribute Categories list to the
Categories Within Group list. When you select a parent category from the Key Attribute Categories
list, it is moved to the Categories Within Group list along with all its “child” categories.
7. You can change the order that the categories appear on the Key Attribute Profiling screen by using
the up and down arrows on the Categories Within Group list.
Category Groups

The Category Group is displayed in the list of category groups.

Chapter 23
Displaying Key Profiling Data on a Tab

To make the Key Profiling Data you have set up so far appear to the end user, you can add a new
tab to an existing tab group. Then link the tab to the Action called Key Attributes, and select the Key
Profiling data you want to display on the screen.
To display key attribute data on a new tab:
1. Click on Administration | Customization | Person.
2. Select the Tabs tab. A list of tab groups for the Person entity is displayed.
3. Select the Person tab group. The Customize Tabs For Person page is displayed.
4. In the Properties panel, type in the name of the new tab.
5. Select Key Attributes from the Action list.
6. Select the Category Group from the Key Attribute Category Group list.
7. Add an SQL statement if you want to restrict the tab to display depending on certain criteria. For
example, the following statement will only display the tab if the person works for a company where
the Company Type field is set to Customer (rather than Prospect or Supplier):
pers_companyid = (select comp_companyid from company where

comp_companyid = pers_companyid and comp_type = 'customer')
8. Select the Add button. The new tab is displayed in the Tab Group Contents panel.
The new tab can be viewed by searching for a Person, who works at a company, where the Type is
set to Customer (if you added the SQL statement as above).
Working with Key Attribute Profiling Data

This section explains how the user adds and edits Key Attribute Profiling data.
To access and add Key Attribute Profiling data:
1. Select the tab, where your system administrator has defined a Key Attribute Category Group. For
example, a new tab called Training Profile, within the context of a person.
2. Highlight the category you want to add data to and select the Add Category button. The selected
category and its associated fields are displayed for editing.
Key Attribute Profiling data category and fields
3. Add the data and select the Save button. The data is displayed in read-only mode.
4. To edit data in an existing category, select the Change button.
23-18 Sage CRM
5. To add data into a new category, select the New button.

6. If the category was selected as a Multiple Instance Data category, you can select the category more
than once. The value in the first field of the category will be used as a label on the category to
differentiate between multiple selections of the same category.
Adding Key Attribute Data Search Criteria to Reports

Please refer to "Running Reports" and "Writing Reports" in the User Guide for more information on
Reporting.
1. Select the Reports button.
2. Select the area to which you want to add the new report from the list in the context area of the
screen, for example General.
3. Click on the New button. The Report Options, Step 1 of 2 page is displayed.
4. Define the standard report content, search criteria, etc. for your report (for example, Person Last
Name, Person First Name, or Person Title Code).
5. Select the Add Key Attribute Data button. A page is displayed in a new browser window, where
you can define Key Attribute Data Content and Search Criteria.
6. Select the Category, then the Field, and then the Entity for that field. All three must be selected
before the field can be added to the report.
Adding Key Attribute Data to a report
7. Select the Continue button to return to the Report Options, Step 1 of 2 page.
8. Select the Continue button and Save the report.
9. To run the report, click on the Run button. The Key Attribute Data search criteria are displayed.
10. Enter the search criteria and select the Run button.
The report output is displayed in a new browser window.

Chapter 23
System Categories
System Categories
Within Administration | Advanced Customization| Key Attributes | Categories, there are a

number of "hard coded" System Categories:
Default Activities (page 23-20)
Groups listed as Group Entries (page 23-20)
Default Activities
When you create a group, you can run actions or activities against it, for example, mail merge,
mass e-mail, or task.
You can also create these under Wave Activities.
When you set up actions against a group, you are presented with a default communication screen.
At the end of the communication screen a list of categories is displayed, filled from the Activity
Category Groups.
Each of these hard coded Activity Category Groups is initially filled with a Default Activity
Category. They appear under the System Categories category off the All Categories directory.
The Administrator can go in via Administration | Key Attributes | Category Groups and change the
contents of the Activity Category Group, but this deletes the Category Group. It is set up in this way
because the administrator has no other way to define what appears on that communication screen
from the user side, so they cannot specify a different Activity Category Group. All they can do is
edit the existing one.
When the activity is saved, a new Category is created under the parent selected from the Category
displayed, and all of the people in the group that the action is run against are linked to a piece of Key
Attribute Data (the date of the action). Not only can you tell who is on a group, but you can tell who
had what actions run against them. You can also fill in a number of other fields on the category and
use these to store feedback information.
Groups listed as Group Entries

When creating a group, you can specify it as either static or dynamic. A static group is stored
automatically under the Group Entries heading, which forms part of the Key Attribute Categories
list. In contrast, a dynamic group appears in this list only after an action, such as a mail merge,
mass e-mail, or task, has been run against it.
23-20 Sage CRM
Category Fields and Field Types

The following tables explain Category fields and field types
Field Name Description
Field Name Name of the field.
Field Type Check boxes, Text, Selection, Date/Time, and

more. See table below for more detail. The Field
Type defines how the information is added into the
system.
New Line Positions the field on a new line.
Required Defines if the field is mandatory.

If no data is added to any of the fields in the same
category as the required field—including the required
field—then nothing is stored and no validation error is
raised. However, if any field in the category contains
data, the required field is mandatory.
Max Length Defines the maximum length of, for example, a text
field.
Entry Width Defines the length of the field displayed on the

screen.
Key Attribute List If the Field Type has been set to Selection, the key
attribute list must be specified here.
Field Type Description
Blank Non-data field. Appears on the screen as ‘-’. It is

used to align columns and insert offsets.
Label Non-data field. Displays the text from the Field

Name on the screen as a label. The user is not
prompted to input any data.
Text Free text in a single line.
Multiline Text Multiple lines of free text.
E-mail Address Hyperlinked e-mail address.
WWW URL Hyperlinked Web site address.

Chapter 23
Field Type Description
Selection List predefined within the Key Attribute Lists tab.
Integer Integer value.
Numeric Numerical value.
Date & Time Calendar and time.
Checkbox Check box.
Phone Number Phone Number fields are displayed as hyperlinked

values on the screen. This allows CTI-enabled users
to make outbound calls by clicking the value of the
field.
Currency Allows a user to enter an amount and select a

currency from a list.
23-22 Sage CRM
Chapter 24: Workflow Customization
l Determine the scope of workflow functionality.

l Configure the system for workflow.
l Understand workflow terminology.
l Understand the steps involved in building a new workflow.
l Complete preparation tasks for building a new workflow.
l Add a new workflow.
l Create workflow states.
l Set up primary rules.
l Add transition rules.
l Add actions to rules.
l Add actions to different rules.
l Get an overview of actions available.
l Define javascript conditions.
l Add conditional rules.
l Add escalation rules.
l Clone rules.
What does Workflow do?

Imagine the processes you have defined for your customer interactions and the internal processes
that are touched by them. Workflow helps you effectively automate these business processes by:
l Prompting users to complete information that is relevant to the current stage of the business
process.
l Creating tasks for follow-up.
l Displaying help prompts relevant to the current stage of the process.
l Following escalation paths if the set processes are deviated from.
l Populating fields based on rules and events triggered elsewhere in the system.
l Sending e-mail or SMS messages as notification reminders.
l Defining branching workflow paths dependant on Company or Team membership, or other criteria.
The workflow functionality allows a user with system administrator rights to set up predefined rules
and actions to suit your organization's business processes.
Workflow can be applied to any or all of the following entities:
l Company
l Person
l Communication

Chapter 24
l Lead
l Opportunity
l Case
l Solution
l Campaign
l Wave
l Wave Item
For example, a workflow rule can be applied to opportunities to automatically generate a follow-up
call for the user every time a quotation is sent out.
Or, a workflow rule can be applied to cases to send an e-mail to the customer service supervisor if a
case remains at a stage of "Investigating" for more than twenty-four hours.
If you have already been working with leads, opportunities, cases, and solutions without workflow,
you will have used the Progress button to manually "progress" the entity to the next stage within the
lead, sales, or customer service cycle.
Once workflow is activated, this button is no longer available. It is replaced with bullets appearing
under a common heading Actions.
Workflow Actions
These actions are set up by the system administrator to steer the user through the predefined
business processes. Selecting one of these actions can prompt the user to perform an activity,
such as gathering further information. It can also trigger events not immediately apparent to the
user. For example, sending an SMS notification to the Account Manager.
Note: You can also create workflows for new custom internal CRM tables. Please refer to the
CRMBlockContainerObject section of the Developer Help for more information.
Configuring the System for Workflow

In a standard install, Workflow is enabled for cases, solutions, leads, and opportunities.
To enable workflow for other entities:
1. Click on Administration | Advanced Customization | Workflow & Escalation Configuration. The
Workflow/Escalation configuration page is displayed.
3. Complete the details in the Workflow/Escalation page, selecting Yes for the entities that you want to
activate workflow on.
4. Select the Save button. Workflow is now activated for the entities you selected above. You still
need to create your workflow(s), and you can view and test the progress as you go along.
24-2 Sage CRM
Please refer to Workflow/Escalation Settings (page 26-1) for details on all the Workflow
configuration settings.
Workflow Terminology
The following sections provide an overview of the workflow-specific terms in CRM.
Workflow (page 24-3)
State (page 24-3)
Rule (page 24-4)
Action (page 24-5)
JavaScript Conditions (page 24-6)
SQL Trigger Clauses (page 24-6)
Using the ## and # Symbols (page 24-6)
Before You Start (page 24-8)
Workflow
l Workflow is a predefined set of business processes.
l Workflow is made up of States and Rules.
l Rules can be made up of Workflow Actions and JavaScript Conditions.
The Workflow design page is made up of:
l 1. Workflow Tree. A branching tree diagram made up of states and rules.
l 2. States Palette. Existing states can be dragged and dropped from the palette onto the workflow
tree.
l 3. Rules Palette. Existing rules can be dragged and dropped from the palette onto the workflow
tree.
l 4. Dustbin. States and rules can be dragged and dropped onto the Dustbin icon.
l 5. Buttons. Allow you to add to and change the workflow.
Workflow design page
State
1. State. A state is like a pending tray or a resting place for the workflow process.

Chapter 24
Workflow tree
The user sees a predefined set of business actions based on the entity's (opportunity, case, lead,
and so on) current state in the workflow. Note that the current workflow state is stored in a column
on the record of the corresponding entity.
In addition to normal States, you can also define:
l 2. Entry States. Define the entry points in the workflow. Multiple entry points into the workflow can
be defined using Entry States. The Start state in the workflow tree is by default an entry state.
Usually, a primary rule hangs off this state to create a new entity, which is then automatically part of
the workflow. However, you may have existing records—for example, imported leads—which are
not automatically part of a workflow. If you define an Entry State, which is not followed by a primary
rule, but is followed by transition rules, these transition rules appear as workflow buttons, against
all appropriate entity records not yet part of a workflow.
l 3. Duplicate States. Represent branching and looping in a traditional flow-chart.
Rule
There are five different types of rules in workflow.
Primary. Used at the beginning of a workflow to create a new entity that is part of a workflow.
Primary rules are represented by a light purple arrow in the workflow tree.
To the end user, the primary rule replaces, for example in Opportunities, the standard New
Opportunity button. If you want to maintain consistency in the user interface, you can make the
primary rule display to the user in exactly the same way as the New button. To do this, name the
rule New Opportunity and make sure the Alternative Image for Rule is set to New.gif.
Actions usually associated with Primary Rules are Column Change actions. Campaign actions,
Create Task, Create Lead, Create Opportunity, or Create Case actions cannot be associated with
primary rules.
Primary rules are only effective for Cases, Opportunities, Solutions and Leads (not Companies and
People).
Transition. Used within the workflow to connect one state to the next. Transition rules are
represented by purple arrows in the workflow tree.
24-4 Sage CRM
Conditional. Used within the workflow to create two sets of actions—one is executed when the
JavaScript condition is true, the other is executed when the JavaScript condition is false. Actions
on Conditional rules are executed when the user selects the rule. Conditional rules are represented
by two purple arrows in the workflow tree. One with a green tick on it (True), the other with a red
cross on it (False).
Escalation. Used to trigger an action or series of actions based on an SQL WHERE clause.
Escalation rules are represented by blue arrows in the workflow tree.
Escalation rules that are not related to a workflow should be set up separately in the Escalation tab
(for example, the standard Communication Notification Reminders, refer to Adding Escalation
Rules (page 24-43)).
Note: New escalation rules cannot be added in Sage CRM (Cloud).
Global. If you need the rule to always be available, use the Global rule. Global rules do not move
the workflow into another state. They are represented by blue arrows with a purple circle in the
workflow tree.
Global rules always hang from the Start Entry State. For example, if you want the user to be able to
edit an opportunity at any point in the opportunity’s "life cycle", you can do this using a global rule.
Consequently, if the user makes changes to certain opportunity details, the opportunity is not
progressed to a different state.
Note: To change the name of an existing workflow rule, you must change the translation for all
languages required from Administration | Customization | Translations.
Action
Workflow actions are associated with rules. They are executed when the user selects the rule, or
when a set of conditions is met for the rule to be valid (for example, with Escalation Rules).
For example, you can set up a new action on the Qualify rule within the Opportunity workflow to
display the Create New Communication screen to the user so that they are required to schedule a
callback. You select the Create Task action to set this up.
The System Administrator can select the action(s) to apply to the workflow rule from the Actions
Palette.

Chapter 24
Actions Palette
JavaScript Conditions
The JavaScript Condition field on Primary, Transition, Conditional, and Global rules limits whether
or not the rule appears for a given record. You can use # codes within JavaScript conditions. Please
refer to Using the ## and # Symbols (page 24-6) for more details. With JavaScript, you can also
reference other entities that have been created as part of the workflow.
For example, if a communication was created earlier in the workflow with the Create Task action
and the Label "LOI", you can make the rule you specified the condition only appear only when the
communication "LOI" is set to Complete.
JavaScript condition
SQL Trigger Clauses

The SQL Trigger Clause field on Escalation rules is used to specify a condition in the form of an
SQL WHERE clause. As a result, the actions that are subsequently added to the rule occur only
when the condition is met. You can use # codes within SQL trigger clauses conditions. Please refer
to Using the ## and # Symbols (page 24-6) for more details.
For example, assuming you added an action to the rule, this clause causes the action to occur if a
Lead, which was sourced from the Web, is assigned to a user.
SQL trigger clause
Using the ## and # Symbols

In workflow actions, you can use #[field name]# with any field from the current table or any field
from the user table. The ## symbols can be understood as playing a role similar to mail merge fields,
indicating that the actual database values will be substituted when the metadata is parsed.
For instance, in the following code sample that could be added for the Execute SQL Statement
action, #[field name]# is used to specify the actual Campaign Wave Activity ID that is compared
with the value specified by a Communications Wave Activity field.
Update Communication set Comm_Deleted=1 where

Comm_WaveItemId=#WaIt_WaveItemId#
Note: If the #field_name# fields are used within e-mails, the translations are used. However, if they
are being used in the Execute SQL Statement action, the database values are used.
The ## symbols can also be used in scripts for the following actions:
24-6 Sage CRM
Action Field / Example
Set Column Value In the Value field. For example,#user_userid#.
Create Task In any of the default values fields. For example,

#case_assigneduserid#.
Create Opportunity In any of the default values fields. For example,

#oppo_assigneduserid#.
Create Case In any of the default values fields. For example,

#oppo_description#.
Execute SQL Statement In the SQL Statement field.
Show Notification On In the Message field.

Screen
Send E-mail In the E-mail To, E-mail Subject and E-mail

Contents fields. For example, #case_
assigneduserid#.
SMS In the E-mail To, E-mail Subject, and E-mail

Contents fields. For example, #case_
assigneduserid#.
In addition, the use of the # symbol before certain letters in scripts indicates to CRM that these
references should be replaced by internal function calls. One way of understanding these codes is
to see them as "macros"—short functions that return a concrete value.
For example, the following code uses the #T and #U codes to test the current time and the currently
logged on user against the values of the two fields containing escalation information.
Escl_DateTime<#T And Escl_UserID=#U AND Upper

(RTRIM(comm_status))=N'PENDING'
The # symbols can be used in where SQL is used directly as the control mechanism to limit the data
returned, as in
l the JavaScript Conditions of Primary, Transition, Conditional, and Global rules.
l the Trigger SQL Clause of Escalation rules.
Code Meaning Usage
#U Current logged on user as an ID. Used in Escalation Rules, Classic

Dashboard Blocks and
OrderQuotes.
#L Current logged on user as a string. Used in Escalation Rules and

Classic Dashboard Blocks.
#C Current logged on Team as an ID. Used in Escalation Rules, Classic

Chapter 24
Code Meaning Usage
Dashboard Blocks and

OrderQuotes.
#D Current logged on Team as a Used in Escalation Rules and

string. Classic Dashboard Blocks .
#T Current Time. Used in Escalation Rules and

Classic Dashboard Blocks.
#R Recent List Info. Only used in Classic Dashboard

Blocks.
#O Current Opportunity ID. Only used in Order Quote

Configuration.
#N Current Version of Order/Quote. Only used in Order Quote

Configuration.
Steps to Build a New Workflow

This section shows you how to build a sample Opportunity workflow, following these steps:
Before You Start (page 24-8)
Inserting a New Workflow (page 24-10)
Creating Workflow States (page 24-10)
Setting up the Primary Rule(s) (page 24-10)
Adding Transition Rules (page 24-12)
Adding Actions to Rules (page 24-14)
Defining JavaScript Conditions (page 24-39)
Conditional Rules (page 24-42)
Adding Escalation Rules (page 24-43)
Before You Start

Before you start to build a graphical workflow, check that you have:
l Enabled your system for workflow via Administration | Advanced Customization | Workflow &
Escalation Configuration.
l Created an outline design of your workflow, and made a list of the actions you need.
24-8 Sage CRM
Outline diagram of Sample Opportunity Workflow
l Completed all field, list, and screen customizations.

l Customized the Stage and Status list selections for opportunities, cases, leads or solutions. This is
a common field customization in preparation for creating a workflow because these fields are often
(but do not have to be) part of what defines the state of the record at different points in the workflow.
Note: Adding more selections to the Status and Stage fields will not affect existing workflows
unless you explicitly build in behavior to take advantage of the new selections. Furthermore, please
note that although you can add selection to these fields, you are not advised to delete them. It is
recommended that you rename the translations for them instead.
l Checked the GIF files. If you change the Stage and Status lists, you may lose the GIF file
representation of the values. This can be corrected by editing or updating the GIF file in the Img
subdirectory of CRM. For example, in:
..\WWWRoot\Themes\Img\Color1\Choices\Oppo_Status

Chapter 24
Note: The GIF file name must exactly match the untranslated code of the list choice.
Inserting a New Workflow

To insert a new workflow:
1. Click on Administration | Advanced Customization | Workflow. A list of existing workflows is
displayed.
2. Select the New Workflow button. The Workflow details page is displayed.
3. Type a Description, for example, Sample Opportunity Workflow. Leave the Enabled check box
unchecked. You cannot edit a workflow that is Enabled.
Note: It is recommended that you do not enable workflows on your production system until it has
been fully tested on, for example, a test or training database.
You can toggle your workflow between enabled and disabled from the workflow design page, by
clicking the Activate Workflow / Edit Workflow buttons.
5. When the workflow design page is displayed, select Cancel. The new workflow is displayed in the
list of workflows.
Creating Workflow States

To create workflow states:
1. Click on the hyperlink of the workflow you want to edit. The workflow design page is displayed. It
displays one default Entry State from which you can build your workflow tree.
2. To add a new state, select the New State button. The Workflow State page is displayed.
3. Type in the State Name, for example, Lead, and add a description of the state if you want.
4. Select the Save button. The new state is displayed on the States Palette.
5. Continue to add all of the states for this workflow.
States Palette

Note: If you have the Extensibility Module, you see an additional button on the workflow design
page called Preview List. This is related to the Component Manager functionality. Please refer to
the Developer Help for more information.
Setting up the Primary Rule(s)

The primary rule creates a new entity, for example, Opportunity, which is then automatically part of
the workflow. The primary rule replaces the standard New button. If you want to maintain
consistency in the user interface, you can make the primary rule display to the user in exactly the
same way as the New button. To do this, name the rule New and make sure the Alternative Image
for Rule is set to New.gif.
To add the primary rule:
24-10 Sage CRM
1. Click on and drag the first state, Lead, from the States Palette onto the Lower Drop Circle (1) of
the Start Entry State.
The Lead state follows on from the Start state, and a transition rule (1) is automatically
created to link the two states (2). The name of the transition rule is [name of the source state]
to [name of the destination state].
You can now edit the transition rule to turn it into a Primary Rule. To do this:
2. Click on the hyperlink of the rule. Alternatively, select the New Rule button, and create a primary
rule. This can be dropped onto the Lower Drop Circle of the State. The Workflow Rule page is
displayed.
3. Make sure the Table or View field is set to the correct table. In this example, Opportunity.
If you select the View option and enter the view’s name in the adjacent field, the Table field
displays the entity on which that view is probably based. For example, if your view is called
vConsultingOpportunities, the Table field displays the Opportunity entity.
However, if this suggestion is not correct, you can change it by selecting the appropriate entity from
the drop-down Table field.
4. Change the Rule Name to New, or New Opportunity, or whatever term you want the user to see on
the screen.
5. Set the Type to Primary Rule.
6. Make sure the Alternative Image For Rule field shows the GIF, that you want the user to see on-
screen.
7. In the Interval field, specify the time in minutes in which the rule will run. If you set the Interval for
say 60 minutes, the escalation rule will run every hour. If you are using the CRM Escalation
Service, this interval has a minimum time of 5 minutes. If you are not using the CRM Escalation
Service, the minimum will be whatever the Notify Interval is set to in Workflow & Escalation
Configuration.
8. Select the Save button. The new Rule Name is displayed on the workflow tree, and the rule arrows
have changed color from green (for a transition rule) to purple (for a primary rule). You can now
view the result from a user's perspective.
9. Select the Save button to save the complete workflow tree. The list of existing workflows is
displayed.
10. Go back into the workflow and select the Activate Workflow button.
11. This allows you to test the workflow from the user's perspective.
12. Select the My CRM button, and click on the Opportunities tab. The standard New Opportunity
button has been replaced with the primary rule you created. If you called your rule New
Opportunity, you may not be able to tell the difference immediately. However, creating a new
opportunity using the primary rule "launches" the opportunity workflow.

Chapter 24
Adding Transition Rules

Transition rules define the paths between the states. They form the workflow action bullets that are
displayed to the user on the right-hand side of the screen when they are working with the
opportunity. To add a new transition rule, make sure the Workflow Enabled check box is
unchecked, then drag and drop the next state in the workflow onto the lower drop circle of the
preceding state.
To add a transition rule:
1. Drag the next state, Prospect, from the States Palette onto the Lower Drop Circle of the Lead
state. A transition rule is automatically created to link the two states. The name of the transition rule
is Lead To Prospect. You can go back and edit the rules later.
2. Continue dragging and dropping until you have the main branch of your tree (Lead, Prospect,
Quoted, Negotiation, Contract, Closed).
l The alternative method for achieving the above result is to select the New Rule button, and
create a transition rule. This can then be dragged from the Rules Palette and dropped onto
the Lower Drop Circle of the State.
l You can also add the branches and loops onto your tree at any stage.
24-12 Sage CRM
Next you are going to add the branching and loop transitions of your workflow. For example,
Prospect To No Sale, Quoted To Prospect, and so on.
3. To add the Prospect To No Sale transition rule, follow the same procedure as described above,
dragging and dropping the No Sale state onto the Lower Drop Circle of the Prospect state. It does
not matter that there is already one transition hanging from the Prospect state.
Workflow tree with branching
4. To add the Quoted To Prospect transition rule, follow the same procedure as described above,
dragging and dropping the existing Prospect state onto the Lower Drop Circle of the Quoted state.
Workflow tree with looping (duplicate states)
Note: The small circles with plus and minus signs can be used to expand and collapse
branches in the workflow tree.
In this example, the Prospect state icon has changed to indicate a Duplicate state. If you
hover over either of the Prospect states, the duplicate states on the tree are highlighted.
5. Continue to add the remaining transition rules, then select the Save button to save the whole
workflow tree. Select Cancel to return to the list of workflows.
To complete the workflow tree, you need to edit the transition rules. Each rule needs to be renamed
to reflect the names on your outline workflow diagram. The transition rule names are displayed to
the user as workflow action bullets on the right-hand side of the screen. While editing the transition
rules, you also need to check that they all apply to the correct CRM table, in this example the
Opportunity table.
To edit the transition rules:

Chapter 24
1. Open the workflow tree of your sample opportunity workflow.

2. Click on the hyperlink in the tree of the transition rule you want to edit, for example, Prospect To
Quoted. The Workflow Rule page is displayed.
3. Select the Table radio button, and select Opportunity from the list.
4. Change the Rule Name to the name you want the user to see on-screen, for example, Pending
Approval.
5. Select the gif image you want the user to see on-screen next to the rule name, for example,
WorkflowDefault.gif—this displays the standard bullet.
6. Select the Save button. The workflow tree is displayed with the new transition rule name.
7. Repeat this process for all the transition rules.
To test the workflow from the user's perspective:
1. Activate the workflow.
2. From the Opportunities tab of a test company, select the New Opportunity button.
3. Complete the fields and select the Save button. The workflow action bullets, representing the
transition rules from the Lead state to the Prospect state, are displayed.
4. Select the Prospect workflow action bullet. The workflow action bullets representing the transition
rules from the Prospect state are displayed. Before moving onto the next stage, it is recommended
that you test all the possible paths in your workflow to make sure all the states and transition rules
are set up correctly.
Adding Actions to Rules

To add a new action to a rule:
1. Open the workflow tree, and select the Edit Workflow button.
2. Click on the hyperlink of the rule that you want to add the action to. The Workflow Rule page is
displayed.
3. Scroll to the bottom of the page.
4. Select the New action button from the end of the page. The Actions Palette is displayed, showing
available actions, divided into logical groups.
5. Select the action you want to use, for example, Set Column Value. The New Workflow Actions
Details page is displayed for the Set Column Value action.
24-14 Sage CRM
New Workflow Action Details page
6. Fill in the details and select the Save button. The new workflow action is displayed in the list of
actions on the Workflow Rule page.
Overview of Actions
The following workflow actions are available:
Action Description
Set Column Value Puts a value from the current table into a column. For
(page 24-17) example, set the opportunity Stage to Prospect.
Reset Column Takes a value from one field and puts it into another. For
Value (page 24-19) example, assign a case back to the user who created it.
Display Field For Displays the field for adding information or editing the
Amendment (page existing field value.
24-20)
Show Message On Displays an instruction message on the screen to the user.

Screen (page 24-22)
Create Task (page Creates a task. For example, schedule a callback.

24-23)
Create Opportunity Creates a new opportunity.

(page 24-25)
Create Case (page Creates a new case.

24-26)
Create Lead (page Creates a new lead.

24-29)
Create Solution Creates a new solution.

(page 24-28)
Create Merge Performs a document mail merge.

Document (page 24-
31)

Chapter 24
Action Description
Execute SQL Executes an SQL statement.

Statement (page 24-
31)
Run Stored Runs a stored procedure on the column.

Procedure (page 24-
32)
Show Notification Displays a notification in red text at the top of the user's
On Screen (page screen.
24-33)
Send E-mail (page Sends an e-mail.

24-34)
Send SMS Sends an SMS message to a predefined recipient.

Message (page 24-
35)
Create Task For Creates tasks, which can be allocated to one or a number of
Group (page 24-36) users, for a group.
Create Document Creates a merged document for each person in a selected

For Group (page 24- group.
37)
Export Group To Exports a group to a delimited text file or an MS Excel

File (page 24-38) spreadsheet.
Create Outbound Creates an outbound call list from a group.

Call List (page 24-
38)
Adding Actions to Different Rule Types

Not all actions can be used on all the rule types. The table below summarizes which actions can be
used on which rule types.
Note: Execute SQL Statement, Run Stored Procedure, and Send SMS Message are available in
Sage CRM On-Premise only.
24-16 Sage CRM
Y = Action can be used with this type of rule.

N = Action cannot be used with this type of rule.
Set Column Value

Set Column Value is used to set a value defined in the workflow action into a column on the current
table. For example, when an opportunity is created the Certainty% field is set to 25.
Progress Opportunity page
To add a new workflow action to a rule:

1. Click on the hypertext link of the rule you want to add the action to. The Workflow Rule page is
displayed.
2. Select the New button on the lower left hand corner of the page. The Actions Palette is displayed,
showing available actions, divided into logical groups.
3. Select the action you want to use, for example, Set Column Value. The New Workflow Actions
Details page is displayed for the Set Column Value action.

Chapter 24
New Workflow Action Details page
4. Enter the workflow action details.

5. Select the Save button. The new workflow action appears in the list on the Workflow Rule page.
Set Column Value Fields

The table below explains the fields in the Workflow Action Details page for Set Column Value.
Field Description
Type The type of action to be performed.
Column The column to be updated. For example, oppo_certainty.
Value The value to be entered into the column. For example, 25.
If the column has a list of selections, the value can be
selected from the list.
Note: If the column to be updated is a date field, setting the
Value to 0 sets the field to the current date/time.
Attribute The attribute of the field on the screen. For example,

Required.
New Line The position of the field on the screen. The possible values
are Same Line or New Line. If no value is entered, the field
is displayed on the same line.
Row Span The number of rows the field takes up on the screen. The
list displays a list of row span values. The possible row
span values are 1, 2, 3, 4 or 5 rows. If no value is entered
then the field is be displayed on one row.
Col Span The number of columns the field takes up on the screen.
The list displays a list of column span values. The possible
column span values are 1, 2, 3, 4 or 5 columns. If no value
is entered, the field is displayed over one column.
Order The order in which the field is placed on the workflow

progress screen.
Create Script Field level scripting is executed when the progress screen
is presented to the user. Note this scripting applies only to
the rule the action is linked to in the workflow, not every
time the progress screen is displayed. For more
information on field level scripting, please refer to
Advanced Screen Customization (page 15-1).
OnChange Script Field level scripting with JavaScript is executed when the
user changes the value on the progress screen.
Generic JavaScript and/or Sage CRM’s Client-Side API
24-18 Sage CRM
Field Description
library of functions can be used here. Please refer to

Advanced Screen Customization (page 15-1) for more
details.
Note this scripting applies only to the rule the action is
linked to in the workflow, not every time the value in the
column is changed.
Validate Script Field level scripting executed when the user saves the
changes made to the progress screen. Note this scripting
applies only to the rule the action is linked to in the
workflow, not every time the progress screen is saved.
Reset Column Value

This action takes a value from one field and puts it into another. For example, assigning an
opportunity from its current "owner" back to the person who created it.
Workflow Action Details page
To add a new workflow action type Reset Column Value to a rule, follow the steps described in the
Set Column Value (page 24-17) section, but select the Reset Column Value from the Actions
Palette.
Reset Column Value Fields

The table below explains the fields in the Workflow Action Details for Reset Column Value.
Field Description
Column The column to be updated.
Value The column from which the new value is taken.
Attribute The attribute of the field on the screen. The list displays a
list of all attributes. The possible attributes are Hidden,

Chapter 24
Field Description
Required, and Read Only.
New Line The position of the field on the screen. The possible values
are Same Line or New Line. If no value is entered, the field
is displayed on the same line.
Row Span The number of rows the field takes up on the screen. The
possible values are 1, 2, 3, 4 or 5 rows. If no value is
entered, the field is displayed on one row.
The possible values are 1, 2, 3, 4 or 5 columns. If no value
is entered, the field is displayed over one column.

progress screen.
Create Script Allows you to add field level scripting on the column value
in the rule, which is executed when the progress screen is
presented to the user. Note this scripting applies only to the
rule the action is linked to in the workflow, not every time
the progress screen is displayed.
OnChange Script Allows you to add field level scripting on the column value
in the rule with JavaScript, which is executed when the
details.
column is changed.
Validate Script Allows you to add field level scripting on the column value
in the rule, which is executed when the user saves the
Display Field For Amendment

The Display Field For Amendment action displays the current value in a field, even if it is blank, on
the workflow progress screen.
For example, this action can be used to display the Opportunity Forecast on the progress page.
24-20 Sage CRM
Progress Opportunity page
To add a new workflow action type Display Field For Amendment to a rule, follow the steps
described under Set Column Value (page 24-17), but select Display Field For Amendment from
the Actions Palette.
Display Field For Amendment Fields

The table below explains the fields in the Workflow Action Details for Display Field for Amendment.
Field Description
Column The field to be displayed.
Attribute The attribute of the field on the screen. The list displays a
list of all attributes. The possible attributes are Hidden,
Required and Read Only.
New Line The position of the field on the screen.
Row Span The number of rows the field takes up on the screen.

progress screen.
Create Script Allows you to add field level scripting on the column value
in the rule, which is executed when the progress screen is
presented to the user. Note this scripting applies only to the
rule the action is linked to in the workflow, not every time
the progress screen is displayed.
OnChange Script Allows you to add field level scripting on the column value
in the rule with JavaScript, which is executed when the
details.
column is changed.
Validate Script Allows you to add field level scripting on the column value
in the rule, which is executed when the user saves the

Chapter 24
Show Message On Screen

The Show Message On Screen action displays a message on the screen to the user. This can be
used to provide instructions or help during the workflow.
For example, "Generate And Send Quote" text can be positioned on the Progress Opportunity
screen using the Show Message On Screen action.
Progress Opportunity page showing Message action text
To add a new Show Message On Screen workflow action to a rule, follow the steps described in the
Set Column Value (page 24-17) section, but select Show Message On Screen from the Actions
Palette.
Workflow Action Details
Show Message On Screen Fields

The table below explains the fields:
Field Description
Value The text of the message that is to appear on the screen. This can
be text or a translatable code (the Capt_Family must be called
ActionText and the Capt_FamilyType should be Tags).
Attribute The attribute of the field on the screen.
New Line The position of the field on the screen. The possible values are
Same Line or New Line. If no value is entered, the field is
displayed on the same line.
Row Span The number of rows the field takes up on the screen. The possible
values are 1, 2, 3, 4 or 5 rows. If no value is entered, the field is
displayed on one row.
Order The order in which the field is placed on the workflow progress
screen.
24-22 Sage CRM
Create Task
The Create Task action can be used to prompt the user to schedule a task as part of a workflow
process, or to automatically create a task with predefined values and without any user input (the
Attribute field must be set to Hidden). Note that the action cannot be used with Primary Rules. The
Opportunity (or other workflow entity) must already exist before tasks, for example, can be linked to
it.
To add a new Create Task workflow action to a rule, follow the steps described in the Set Column
Value (page 24-17) section, but select Create Task from the Actions Palette.
Create Task Fields

The table below explains the fields on the Workflow Action Details page for Create Task.
Field Description
Get Default User From The user the task is created for. A parameter, such
as #comm_userid#, #oppo_assigneduserid#, #lead_
assigneduserid#, #case_assigneduserid#, or #soln_
assigneduserid#, can be entered here to insert the
current logged on user. If a specific user has been
hard coded in the User field, leave the field blank.
Attribute The attribute of the field on the screen. The list

displays a list of attributes. The possible attributes
are Hidden, Required, and Read Only.
Label For New Task This label is attached to the task that is created. It
can be used in JavaScript conditions on future
workflow rules to test the values of fields on that
communication. For example, Display the Closed
workflow rule when Status of related communication
labeled "XYZ" is equal to Complete.
Order Order in which the action is executed.
Action The type of action. For example, Phone Out.
Subject Subject of the action.

For example, Customer Service Call. The ##
symbols can be used to add further information from
the related entity. For example, "Customer Service
Call for opportunity #oppo_opportunityid# closed on
#oppo_closed#", displays the opportunity ID and the
Date/Time the opportunity was closed.
Note: It is recommended that a unique way to
identify the record is always referenced in this field.

Chapter 24
Field Description
It makes it easier for a user to differentiate a large

number of similar records in a list in CRM (or
Outlook, if Classic Outlook or Exchange Integration
is used).
Details Details of the task.
Status The status of the task. For example, Pending.
Priority The priority of the task created. For example, High.
Private An indicator as to whether the task created is

marked as private.
Created By The user creating the task (current user) is recorded

here.
Created Date The date the task is created (current date) is

recorded here.
Percentage Complete To be completed by user.
Completed Time To be completed by user.
User The user the task is scheduled for. This can be "hard
coded" here. If this is left blank, the user in the Get
Default User From field is used.
Onscreen Reminder If this is checked, a notification is sent to the user

prior to the date/time of the task.
Reminder The length of time prior to the date/time of the task

when the reminder is sent.
Reminder Date/Time The Date/Time of the reminder. Usually leave this

blank unless you want to "hard code" this into your
workflow.
Send Reminder Message If you select the Onscreen Reminder field, then you
can select this check box to receive the reminder in
different formats depending on the priority of the
communication. The different formats and priorities
are set up within the user’s Preferences tab.
Team The team the task is for. The list displays a list of all
teams in the system.
To Be Completed In Specify a time the task is to be completed by.

Minutes
24-24 Sage CRM
Create Opportunity
The Create Opportunity action can be used to prompt the user to create a new opportunity as part of
a workflow process, or to automatically create an opportunity with predefined values and without
any user input (the Attribute field must be set to Hidden).
This can be used, for example, within the Case workflow representing your help desk process. You
can add an action allowing the user to create a new opportunity to "upsell" training on the product,
that the customer is experiencing difficulty with. Note that the Create Opportunity action cannot be
used with Primary Rules. The Opportunity (or other workflow entity) must already exist before
tasks, for example, can be linked to it.
To add a new Create Opportunity workflow action to a rule, follow the steps described in the Set
Column Value (page 24-17) section, but select Create Opportunity from the Actions Palette.
Create Opportunity Fields

The table below explains the fields on the Workflow Action Details page for Create Opportunity.
Field Description
Get Default User From The user the opportunity is created for. A parameter,
such as #comm_userid#, #oppo_assigneduserid#,
#lead_assigneduserid#, #case_assigneduserid#, or
#soln_assigneduserid#, can be entered here to
insert the current logged on user. If a specific user
has been hard coded in the Assigned To field, leave
the field blank.

displays a list of attributes. The possible attributes
are Hidden, Required and Read Only.
Label For New Opportunity This label is attached to the opportunity that is
created. It can be used in JavaScript conditions on
future workflow rules to test the values of fields on
that opportunity.
Description Short description of the opportunity.
Source Source of the opportunity. For example, Web,

Referral.
Type Type of opportunity or general area of product

interest. For example, Services, Consulting.
Customer Ref Customer Reference code.

Chapter 24
Field Description
Details Details of the opportunity. The ## symbols can be

used to add further information from the related
entity. For example, "Upsold from #case_
description#".
Closed Actual date the opportunity is closed.
Current Time Offset Length of time in minutes after the current time
(when the action is executed) that the Opportunity
Opened Date/Time is set for.
Stage Stage the opportunity is at. For example, Lead,

Quoted, Negotiating.
Status Status the opportunity is at. For example, In

Progress, Won, Lost.
Forecast Forecasted value of sale.
Certainty % Percentage certainty to win the sales opportunity.
Assigned To The user the opportunity is scheduled for. This can

be "hard coded" here. If this is left blank, the user in
the Get Default User From field is used.
Team Team responsible for the sale.
Priority Priority. For example, Normal, Low, High.
Close By Forecast close date.
Create Case
The Create Case action can be used to prompt the user to create a new case as part of a workflow
process, or to automatically create a case with predefined values and without any user input (the
Attribute field must be set to Hidden). Note that the action cannot be used with Primary Rules. The
Opportunity (or other workflow entity) must already exist before tasks, for example, can be linked to
it.
To add a new Create Case workflow action to a rule, follow the steps described in the Set Column
Value (page 24-17) section, but select Create Case from the Actions Palette.
Create Case Fields

The table below explains the fields on the Workflow Action Details page for Create Case.
Field Description
24-26 Sage CRM
Field Description
Get Default User From The user the case is created for. A parameter, such
hard coded in the Assigned To field, leave the field
blank.
Label For New Case This label is attached to the case that is created. It
case.
RefId Issue log ID.
Found In Which version of the product the problem was found

in.
SLA Select an SLA to apply to the case.
SLA Severity Select whether the Case is of Low, Medium, or High

importance.
Description Short description of the problem.
Area Area of the product affected by the problem.
Source How the problem came to you. For example, Phone,

E-mail, Fax.
Customer Ref Customer's own reference identifier.
Fix In Product version that a fix is due to be supplied in.
Created By Person the case is logged by.
Current Time Offset Length of time in minutes after the current time
(when the action is executed) that the Case Opened
Date/Time is set for.
Priority Priority of the case. For example, Normal, Low,

High.
Assigned To The user the case is scheduled for. This can be

"hard coded" here. If this is left blank, the user in the
Get Default User From field is used.

Chapter 24
Field Description
Team Team responsible for the case.
Stage Stage of the case. For example, Logged, Queued,

Investigating.
Status Status of the case. For example, In Progress,

Closed.
Problem Type Type of problem.
Solution Type Type of solution. For example, Replace component,

On-Site Engineer.
Problem Details Detailed description of problem.
Solution Details Detailed description of solution.
Closed Date the case is closed.
Create Solution
The Create Solution action can be used to prompt the user to create a new solution as part of a
workflow process, or to automatically create a solution with predefined values and without any user
input (the Attribute field must be set to Hidden). The Create Solution action cannot be used with
Primary Rules. The Opportunity (or other workflow entity) must already exist before tasks, for
example, can be linked to it.
To add a new Create Solution workflow action to a rule, follow the steps described in the Set
Column Value (page 24-17)section, but select Create Solution from the Actions Palette.
Create Solution Fields

The table below explains the fields on the Workflow Action Details page for Create Solution.
Field Description
Get Default User From The user the solution is created for. A parameter,
such as #comm_userid#, #oppo_assigneduserid#,
#lead_assigneduserid#, #case_assigneduserid#, or
#soln_assigneduserid#, can be entered here to
insert the current logged on user. If a specific user
has been hard coded in the Assigned To field, leave
the field blank.
24-28 Sage CRM
Field Description
ReferenceId Issue log ID.
Area Area of the product the solution affects.
Description Short description of the solution.
Details Details of the solution. The ## symbols can be used

to add further information from the related entity. For
example, "Related to #case_referenceid#".
Team Team the solution is assigned to.
Stage Stage of the solution. For example, Draft, Approved,

Published, and so on.
Status Status of the solution. For example, Published, Not

Published.
Assigned To The user the solution is scheduled for. This can be

"hard coded" here. If this is left blank, the user in the
Get Default User From field is used.
Create Lead
The Create Lead action can be used to prompt the user to create a new Lead as part of a workflow
process, or to automatically create a lead with predefined values and without any user input (the
Attribute field must be set to Hidden). The Create Lead action cannot be used with Primary Rules.
The Opportunity (or other workflow entity) must already exist before tasks, for example, can be
linked to it.
To add a new Create Lead workflow action to a rule, follow the steps described in the Set Column
Value (page 24-17) section, but select Create Lead from the Actions Palette.
Create Lead Fields

The table below explains the fields on the Workflow Action Details page for Create Lead.
Field Description
Get Default User From The user the lead is created for. A parameter, such
hard coded in the Assigned To field, leave the field
blank.

Chapter 24
Field Description
Label For New Lead This label is attached to the lead that is created. It
lead.
Stage Stage of the lead. For example, New Lead,

Qualified, No Interest.
Status Status of the lead. For example, In Progress,

Opportunity, Closed.
Priority Priority of the lead. For example, Normal, High, Low.
Assigned To The user the lead is scheduled for. This can be "hard
coded" here. If this is left blank, the user in the Get
Default User From field is used.
Team Team the lead is assigned to. For example,

Telesales.
Rating Lead rating.
Company Name Name of the company.
Web Site The company URL.
Industry Free text description of the industry.
Annual Revenue Approximate revenue of the company.
No. of Employees Approximate number of employees.
Last name Lead contact surname.
First name Lead contact first name.
Salutation Lead contact's salutation. For example, Mr, Mrs, Dr.
Title Lead contact's title. For example, Purchasing

Manager.
E-mail Lead contact's e-mail address.
Country Code Phone country code.
Area Code Phone area code.
Phone Number Phone number of person.
24-30 Sage CRM
Field Description
Country Code Fax country code.
Area Code Fax area code.
Fax Number Fax number of person.
Address 1 First line of address.
Address 2 Second line of address.
Address 3 Third line of address.
Address 4 Fourth line of address.
City Address city.
Zip Code Address zip or postal code.
State Address state or county.
Country Address country.
Create Merge Document

The Create Merge Document action performs a document merge after the progress screen details
have been completed.
The merge is performed in the same way as a document merge outside of the workflow process. A
copy of the merged document is saved in the library.
To add a new Create Merge Document workflow action to a rule, follow the steps described in the
Set Column Value (page 24-17) section, but select Create Merge Document from the Actions
Palette.
Create Merge Document Fields

The table below explains the fields.
Field Description
Value The name of the document to be merged.
Execute SQL Statement

To add a new workflow action type Execute SQL Statement to a rule, follow the steps described in
Set Column Value (page 24-17). Note: Do not use this workflow action unless you are an SQL
expert and have tested your workflow extensively in a non-live environment. Poorly constructed or
erroneous SQL could have a serious detrimental impact on your system.

Chapter 24
This can be used, for example, in campaigns to delete all communications for a wave item. You can
use the ## symbols to reference any field for the current entity record. You can also have multiple
statements separated by semi-colons.
Workflow Action Details for Execute SQL Statement
This is displayed to the user as follows:
Progress Campaign page
Execute SQL Statement Fields

The table below explains the fields on the Workflow Action Details page for Execute SQL
Statement.
Field Description
Sql The SQL clause to be executed.

progress screen.
Show Confirmation Gives the user the chance to cancel the action
Message before execution. It is recommended that the Show
Confirmation Message is set to Yes. The
confirmation message can be set up as a translation
where the Capt Family is set to ExecSql and the
Capt Code is the same name as the workflow action
(Capt FamilyType is set to Tags).
Run Stored Procedure

To add a new workflow action type Run Stored Procedure to a rule, follow the steps described in
Set Column Value (page 24-17), but select Run Stored Procedure from the Actions Palette. Note:
Do not use this workflow action unless you are an SQL expert and have tested your workflow
extensively in a non-live environment. Poorly constructed or erroneous SQL could have a serious
detrimental impact on your system.
24-32 Sage CRM
Note that the name of the stored procedure, [xxx] below, can be any name that you choose. The
parameters in the stored procedure, however, must be as in the example below. The value set in the
@return_value is put into the field that you have specified in the workflow action column. The stored
procedure should always return (1).
CREATE PROCEDURE [xxx]

@table_name nvarchar (50),
@identity_name varchar (50),
@id_no int,
@logon_no int,
@return_value varchar(20) OUTPUT
AS
SELECT @return_value = '999'
RETURN (1)
Run Stored Procedure Fields

The table below explains the fields on the Workflow Action Details page for Run Stored Procedure.
Field Description
Column The column the stored procedure is to be executed

on.
Value The name of the stored procedure. The stored

procedure must be located in the Scripts directory of
your CRM installation.
Show Notification On Screen

The Show Notification On Screen action can be applied to Escalation type rules.
Escalation rule with Notification action
This can be used, for example, to notify a user that a new Web lead has been assigned to them.

Chapter 24
Workflow Action Details for Show Notification On Screen
Note: # codes can be used in the Trigger SQL Clause of Escalation rules, which are set up to create
a Notification action. Please refer to Using the ## and # Symbols (page 24-6) for more details.
Show Notification On Screen Fields

The table below explains the fields on the Workflow Action Details page for Show Notification On
Screen.
Field Description
Column The table field to be updated. This field is required.
Table Defaults to the entity selected from the list in the

context area of the screen. This can be changed to
execute the actions over foreign tables or views if
required.
Message Notification message that appears on the screen.

The ## symbols can be used to include information
from the fields for example, #oppo_description# for
the Opportunity Description. Alternatively, a
translatable system code can be created (the Capt_
Family must be called ActionText and the Capt_
FamilyType should be Tags).
Send E-mail
To add a new workflow action type Send E-mail to a rule, follow the steps described in the Set
Column Value (page 24-17) section, but select Send E-mail from the Actions Palette.
An e-mail server must have been set up by your IT department for this (and other e-mail features of
the system) to work. You must also specify the Notify E-mail Address in Administration |
Advanced Customization | Workflow & Escalation Configuration for the Send E-mail rule to
send the e-mail.
Send E-mail Fields

The table below explains the fields in the Workflow Action Details input form when the action type
Send E-mail is selected.
Field Description
Template The template to base the e-mail on.
24-34 Sage CRM
Field Description
From E-mail address of the sender.
To E-mail address of the recipient. You can use the ## symbols to call
information from the user table - for example, #oppo_
assigneduserid# - as long as the e-mail address of the user has
been correctly entered.
CC E-mail address of the CC recipient.
BCC E-mail address of the BCC recipient.
Subject The text that appears in the subject field of the e-mail.
Choose The field you want to insert into the e-mail, for example #oppo_
Field to opportunityid#.
insert into
the E-mail
Send SMS Message

The Send SMS Message action is used to, for example, notify the "owner" of an opportunity of a
change in status.
Note that an SMS gateway must have been set up by your IT department for this (and other SMS
features of the system) to work.
To add a new workflow action type Send SMS Message to a rule, follow the steps described in the
Set Column Value (page 24-17) section, but select Send SMS Message from the Actions Palette.
Send SMS Message Fields

The table below explains the fields on the Workflow Action Details page for Send SMS Message.
Field Description
SMS To Number The recipient of the message. This can be "hard

coded" by entering a mobile telephone number.
Alternatively the ## symbols can be used to send
the message to, for example, the person assigned to
the opportunity. Note that the mobile phone number
of the user must be correctly set up in the User
table.
SMS Subject The subject of the message.
SMS Body The contents of the message.

Chapter 24
Create Task For Group

This action is typically used with rules associated with Wave Items (within the Campaign
Management module). It allows the user or campaign manager to set up, for example, an outbound
telemarketing action to a list of prospects. Note that this action cannot be used within a primary
rule.
When the action is executed, the user is prompted to select a group. Then, they are prompted to
carry out the task scheduling.
New Task for Group
To add a new workflow action type Create Task for Group to a rule, follow the steps described in the
Set Column Value (page 24-17) section, but select Create Task for Group from the Actions
Palette.
Create Task For Group Fields

The table below explains the fields on the Workflow Action Details page for Create Task for Group.
Field Description
Get Group From A prefiltered list of groups to choose from. For

example, WaIt_Groups, displays only those groups
linked to the current Campaign Wave Item.

displays a list of all attributes. The possible
attributes are Hidden, Required, and Read Only.
workflow rules to test the values of fields on the
wave item (or related entity).
24-36 Sage CRM
Field Description
Exclude Previous Displays a check box on the workflow progress

Recipients screen called Exclude Previous Recipients. On the
progress screen the check box defaults to checked.
This allows the user to schedule the task for people
who meet the group criteria, but have not yet been
called, mailed, and so on.
Please refer to Create Task Fields (page 24-23) for an explanation of the New Task Default Values
panel.
Create Document For Group

This action is typically used with rules associated with Wave Items (within the Campaign
Management module). It allows the user or campaign manager to set up, for example, a mail shot to
a list of prospects. Note that this action cannot be used with a primary rule.
When the action is executed, the user is prompted to select a group. Then, they are prompted to
carry out the mail merge.
To add a new workflow action type Create Document for Group to a rule, follow the steps described
in the Set Column Value (page 24-17) section, but select Create Document for Group from the
Actions Palette.
Create Document For Group Fields

The table below explains the fields on the Workflow Action Details page for Create Document for
Group.
Field Description
Value The name of the document to be merged. If this is

left blank the template can be selected at the time of
the merge.


This allows the user to create the document for
people who meet the group criteria, but have not yet
been mailed.

Chapter 24
Export Group To File

To add a new workflow action type Export Group To File to a rule, follow the steps described in the
Set Column Value (page 24-17) section, but select Export Group to file from the Actions Palette.
Note that this action cannot be used with a primary rule.
Export Group To File Fields

The table below explains the fields on the Workflow Action Details page for Export Group to File
Fields.
Field Description


workflow rules to test the values of fields on the
wave item (or related entity).

This allows the user to create the document for
people who meet the group criteria, but have not yet
been mailed.
Create Outbound Call List

To add a new workflow action type Create Outbound Call List to a rule, follow the steps described in
the Set Column Value (page 24-17) section, but select Create Outbound Call List from the
Actions Palette. Please refer to "Campaign Management" in the User Guide for more information.
Create Outbound Call List Fields

The table below explains the fields on the Workflow Action Details page for the Create Outbound
Call List screen.
24-38 Sage CRM
Field Description


Label For New Task This label is attached to the outbound call list that is
created. It can be used in JavaScript conditions on
future workflow rules to test the values of fields on
the wave item (or related entity).

This allows the user to create the call list for people
who meet the group criteria, but have not yet been
called.
Defining JavaScript Conditions

l The Sales Manager (for example, the user, William Dolan) is the only person who can approve a
quote.
l Only the Telesales team should be able to issue quotes for Licenses (that is, where the opportunity
type is set to License).
l The opportunity forecast must be above $10,000 to progress from a Lead into a qualified Prospect.
These are examples of conditions you may need to set on rules. All of these can be created using
the JavaScript condition field when adding or editing a rule.
Based on the sample workflow you have developed so far, all rules relevant to the current state (that
is, where you are in the workflow tree) are displayed to all users.
It is very likely that you will want to place conditions, similar to the examples given above, on at
least some of the rules in your workflow.
Before you begin, it is worth noting that there are a number of ways to place "conditions" in your
workflow. Before adding JavaScript conditions, consider which of the following methods best suits
the condition you are setting up.
Condition Description
Restricted To Team This field is standard on all rule types. Select from a

Chapter 24
Condition Description
list of existing teams, and the rule is then only

available to users who are assigned to that team.
Restricted To Team can also be applied to
escalation rules to optimize the escalation engine,
and save yourself from writing the restriction into the
Trigger SQL Clause.
Field Level Security A code-free approach to granting or denying read and

write permissions for individual fields on a screen.
Access rights can be specified on the level of
individual users, teams, and profiles.
Field Level Scripting JavaScript can be added to individual actions in the

Create Script, OnChange Script, and Validate Script
fields of the following action types:
- Set Column Value
- Reset Column Value
- Display Field for Amendment
Please refer to Using Generic JavaScript in Field
Level Scripting (page 15-6) and Customizing
Screens with the Client-Side API (page 15-2).
JavaScript Condition JavaScript can be added to the rule to restrict the

rules availability to meet the conditions set. This is
discussed in more detail in this section.
Conditional Rules JavaScript conditions must be entered for these

rules. A conditional rule has two sets of actions
instead of one. One set to be executed when the
condition is true, and one set when the condition is
false. The condition is evaluated when the user
clicks on the workflow rule button. These are
discussed in more detail in the next section.
JavaScript Condition Example

To create a JavaScript condition for the example, "The Sales Manager (for example, the user,
William Dolan) is the only person who can approve a quote":
1. Open the workflow tree for your sample opportunity workflow.
24-40 Sage CRM
Workflow rules Approved and Rejected
2. Click on the hyperlink of the Approved transition rule, which connects Quoted to Negotiation. The
Workflow Rule page is displayed.
Workflow Rule page
3. Enter the following JavaScript into the JavaScript condition field:
Valid=(CurrentUser.user_logon=='DolanW');

5. Repeat this process for the Rejected workflow rule, then save the workflow.
When the workflow reaches the Quoted state, only William Dolan is able to view the workflow rules,
Approved and Rejected.
Using Labels in JavaScript Conditions

JavaScript conditions can reference fields from any entity that has previously been created by the
workflow using one of the following rules with a Label assigned to it:
l Create Task
l Create Opportunity
l Create Case
l Create Solution
l Create Lead
The following steps show you how to set up a workflow action to create a communication with a
Label, then how to create the JavaScript condition, which references that communication.
To set up a label and the condition:
2. Click on the hyperlink of the Approved transition rule, which connects Quoted to Negotiation. The
3. Select the New button at the end of the Workflow Rule page. The Workflow Actions Palette is
displayed.
4. Select the Create Task action. The Rule Actions page is displayed.
5. Enter the details as shown below, ensuring that you enter a short code in the Label for new task
field, for example, LOI. Note that the Attribute field must be set to Hidden when adding a Label to a
task.

Chapter 24
Rule Actions page
6. Select the Save button. The Workflow Rule page is displayed.

7. Save the rule and the workflow.
8. Enable the workflow and test that the action is created when the Quote is approved. A Letter In
communication should automatically be created.
Workflow tree
10. Click on the hyperlink of the Signed transition rule, which connects Negotiation to Contract. The
11. Enter the following JavaScript into the JavaScript condition field:
Valid=(LOI.comm_status=='Complete');

When the workflow reaches the Negotiation state, the Signed workflow rule is only displayed to the
user if they have completed the Letter In communication for the Letter of Intent (that is, the task with
a label of LOI, created from the Approved rule).
Conditional Rules
An opportunity cannot be closed until three directors have approved the contract.
A conditional rule has two sets of actions instead of one. One set to be executed when the
JavaScript condition is true, the other when the condition is false. The JavaScript condition on a
Conditional Rule is evaluated when the user clicks on the workflow rule button. This means that
conditional rules always show as long as other conditions (for example, Restrict to Team) are true.
24-42 Sage CRM
The advantage of a conditional rule to the user is that the rule is always displayed as a reminder to
them. Also, when the user selects the rule and the conditions are not met, they can receive a
message advising of the reason.
To set up a conditional rule on the Approved (contract) rule in your sample opportunity workflow:
1. Set up the Create Task actions for Approval1, Approval2 and Approval3 on the Signed rule, which
connects Negotiation to Contract.
2. Click on the hyperlink of the Approved (contract) rule. The Workflow Rule page is displayed.
3. Change the Type list selection from Transition Rule to Conditional Rule. The list of actions is now
divided in two. The left-hand set of actions is executed when the condition is True, and the right-
hand set where it is False.
4. Add a Show Message On Screen action to the list of False actions, to inform the user of the reason
why they are not progressing to the next state.
5. Add the JavaScript condition to check for all three approvals.
Valid=((Approval1.comm_status=='Complete')
&&(Approval2.comm_status=='Complete') &&
(Approval3.comm_status=='Complete'));
6. Save the workflow rule. The workflow tree is displayed.
Conditional rule icons showing False and True actions on a rule
Adding Escalation Rules

Escalation rules are used within a workflow when you want an action to occur if certain conditions
are validated. Conditions are specified as SQL WHERE clauses in the Trigger SQL Clause field
within the rule. By default, all escalation rules are written to a dedicated Escalations table. An
escalation service polls the Escalations table, which allows rules to be run even when users are
logged out of the system. You can also create Escalation rules that are outside the Workflow.
You create new Escalation rules in the same way as you create Transition rules, making sure that
Escalation Rule is selected from the Type field on the Workflow Rule page. For more information on
Escalation rules, refer to Adding Escalation Rules (page 24-43). By default, all Escalation rules are
written to a dedicated Escalations table. An escalation service polls the Escalations table, which
allows rules to be run even when users are logged out of the system.
Let’s say you want to add an Escalation rule to the Sample Opportunity workflow to make sure that
when an Opportunity is in negotiations, if the Opportunity Forecast amount is greater than $50,000
and it was sourced by an employee, an e-mail is sent to the Sales Manager.
To create the Escalation Rule:
1. Open the workflow tree of the Sample Opportunity workflow.
2. Select the New Rule button and type Send E-mail To Sales Manager in the Rule Name field.
3. Select Escalation Rule from the Type list.

Chapter 24
4. Type the SQL WHERE clause in the SQL Trigger Clause Field. Once you specify the condition, any
actions you create on the rule will be performed if the condition you specified is met. The condition
is for the value in the opportunity’s Forecast field to be greater than $50,000 and the value in the
Source field to be "Employee".
Workflow Rule page
5. Once you have done this you need to add the Send E-mail action to the rule. Please refer to Send
E-mail (page 24-34) for details on adding this particular action.
6. Use the Custom File Name field if you are setting an escalation rule for a custom entity. If you set
the Custom File Name to be the page that shows the summary details for the entity, when the
notification is displayed on-screen the user can click on it and it will go to the summary page of the
record.
7. Specify the interval (in minutes) at which the rule will run. If you set the Interval to 60, for example,
the escalation rule will run every hour. If you are using the CRM Escalation Service, this interval
has a minimum time of 5 minutes. If you are not using the CRM Escalation Service, the minimum
will be whatever the Notify Interval is set to in Administration | Advanced Customization | Workflow
& Escalation Configuration, Notify Interval (sec) field.
8. Select the Save button to save the new rule and corresponding action. The rule is then added to
the rules Palette.
9. Select the rule and drag it onto the lower drop circle of the Negotiation state.
10. Then drag the Negotiation state from the States Palette onto the blank state image you just created.
This ensures that the new rule is applied to the Negotiation state.
Workflow Tree with Escalation Rule
Once the workflow is saved and enabled, the new Escalation rule works as follows: If an
opportunity gets to the Negotiation stage and it was sourced by an employee and is worth in excess
of $50,000, an e-mail is sent to the sales manager.
24-44 Sage CRM
Cloning Rules
You can clone rules and their associated actions in workflow. This is useful when you need to set
up a rule, which is similar to an existing rule, in particular where associated actions or a complex
JavaScript condition are similar.
To clone a rule:
1. Select the rule you want to clone. The Workflow Rule page is displayed.
2. Make sure the Available For Cloning check box is selected.
3. Save the rule.
4. Click on the New Rule button. The Workflow Rule page is displayed.
5. Select the rule you want to clone from the Clone An Existing Rule field.
6. Select Yes or No from the Clone The Actions Associated With The Rule field.
7. Fill in the new Rule Name field, and update the other fields and actions if you need to.
8. Select the Save button. You can now add the cloned rule into your workflow.

Chapter 25: Escalation Rules
l View existing escalation rules.

l Add a new escalation rule.
l Understand escalation rule fields.
Introduction to Escalation Rules

This section shows you how to set up a complex escalation rule outside of a workflow. Escalation
rules cannot be added in this way in Sage CRM (Cloud).
You can set up a simple escalation rule outside a workflow in Sage CRM (Cloud and On-Premise)
by creating a Quick Notification. These can be set up from Administration | Customization |
[Entity] | Notifications. Please refer to Introduction to Quick Notifications (page 21-1) for more
information.
The system is delivered with a number of existing escalation rules. An example is the
Communication Reminder escalation rule, which sends the users associated with a task or meeting
an on-screen reminder that the event is shortly due to take place.
To view the Communication Reminder escalation rule:
l Select Administration | Advanced Customization | Escalation, and click on the hyperlink of the
Communication Reminder Escalation Rule.
For Escalation rules to work, the Escalation field on the Workflow & Escalation Configuration page
must be set to Yes. Please refer to Workflow/Escalation Settings (page 26-1) for more information.
Adding a New Escalation Rule

The following example shows how to create an Escalation rule that is not part of a workflow. For
example, it could be used as a variation of the default Escalation for a Communication available in
the system. The example also illustrates the use of # in a rule.
To create a new escalation rule:
1. Open Administration | Advanced Customization | Escalation.
2. Click on the New button. The Workflow Rule page is displayed.
3. Complete the remaining fields on the Workflow Rule page. The fields on the Workflow Rule page
within Administration | Advanced Customization | Escalation are explained in Escalation Rule
Fields (page 25-2).
4. Because the Trigger SQL uses fields from a table other than the Communication table, you need to
use a view. Select the View radio button, type vCommunication into the view field, and select

Chapter 25
Communication from the drop-down list.

5. Enter the following script in the Trigger SQL Clause field.
CmLi_Comm_NotifyTime<#T AND
cmli_comm_userid=#U AND
Comm_Status='Pending' AND #L = 'DolanW'
#L is useful for creating a trigger specific to a particular user. In the SQL above, #L is the
current user logon as a string, that is, DolanW. #L is used to indicate that notifications are
only to be used if the user is DolanW.
Alternatively, you could use this SQL in the Trigger SQL Clause field. Here #C is used to
indicate that the user is notified if the team is his current team. Note that it also checks that
the Team is null, as Team may not be a mandatory field.
For more information on the use of the # symbols please refer to Using the ## and # Symbols
(page 24-6).
CmLi_Comm_NotifyTime<#T AND
cmli_comm_userid=#U AND
Comm_Status='Pending' AND
Comm_ChannelID = #C OR Comm_ChannelID IS NULL)
6. Add the notification action to the rule. Please refer to Adding Actions to Rules (page 24-14) for
more information.
7. Select Save. The new escalation rule is displayed on the Escalation page.
Note: If you are creating new escalation rules to set off notification reminders for communications
and you are using a custom view, you need to make sure that you exclude (comm_type)
RecuMaster in the view or you will get multiple notifications for each instance of a recurring
communication with a notification reminder. vEscalationComms includes an example for how this
is done.
Escalation Rule Fields

The fields on the Workflow Rule page within Administration | Advanced Customization | Escalation
are explained in the table below.
Field Description
Clone An Existing Rule Select an existing rule, that you want to copy the
properties of. The rule that you are cloning must
have the Available For Cloning check box enabled to
appear in this drop-down list.
Clone The Actions Select Yes to copy the actions of the rule selected in
Associated With The Rule the previous field.
25-2 Sage CRM
Chapter 25: Escalation Rules
Field Description
Table Or View Table or view that the rule is run against. For
example, Opportunity.
Rule Name Free text description of the rule.
Available For Cloning Enable this check box if you want to base other rules
on this rule and its associated actions.
Rule Enabled Check this box to make the rule active on the
system.
Type Set automatically to Escalation Rule.
Alternative Image For Rule If the rule is visible to the end user, it is represented
on the screen by a small green bullet
(WORKFLOWDEFAULT.GIF) followed by the rule
name.
To change the GIF select an alternative from this
drop-down field. If you want to add a new GIF, make
sure it is in the ...WWWRoot\Themes\Img\[theme
name]\Buttons subdirectory of the CRM install.
Restricted To Team Restricts the rule to users, whose primary team is

selected in this field.
Custom File Name Type in the custom file name that you want this rule
to link to. The custom file must reside in the
CustomPages subdirectory of your CRM install.
ASP pages cannot be linked to Escalation rules.
.NET Check this box if you want to call a .NET assembly.

Once checked, the Method Name field is displayed.
Method Name Displayed when the .NET check box is selected.

Type the name of the method that you want to call.
Order Order that the rule is displayed on the screen to the

user.
Interval By default, all escalation rules are written to a

dedicated Escalations table. An escalation service
polls the Escalations table, which allows rules to be
run even when users are logged out of the system.
When you are creating an escalation rule you specify
the interval (in minutes) at which an escalation rule
will run on the Interval field. If you set the interval to
60, for example, the escalation rule will run every
hour. If you are using the CRM Escalation Service,

Chapter 25
Field Description
this interval has a minimum duration of 5 minutes. If

you are not using the CRM Escalation Service, the
minimum interval is whatever the Notify Interval is
set to in Administration | Advanced Customization |
Workflow & Escalation Configuration, Notify Interval
(sec) field.
Trigger SQL Clause Used to specify a condition in the form of an SQL

WHERE clause. As a result, the actions that are
subsequently added to the rule occur only when the
condition is met. Note that you do not explicitly enter
the WHERE term in this field—it is assumed.
25-4 Sage CRM
Chapter 26: Workflow / Escalation Configuration
l Specify Workflow / Escalation settings.
Workflow/Escalation Settings
You specify Workflow and Escalation settings as follows:
1. Open Administration | Advanced Customization | Workflow & Escalation Configuration.
3. Once you have finished completing the fields, select Save.
The table below describes the fields on the Workflow / Escalation settings page.
Field Description
Workflow For Cases Activates workflow for cases.
Workflow For Solutions Activates workflow for solutions.
Workflow For Opportunities Activates workflow for opportunities.
Workflow For Leads Activates workflow for leads.
Workflow For Campaigns Activates workflow for campaigns. Note: Sample

campaign, wave, and wave item workflow names
are prefixed with "Sage". This should avoid any
conflicts on upgrade with campaign workflows
introduced pre-v7.1.
Workflow For Companies Activates workflow for companies.
Workflow For People Activates workflow for people.
Escalation Activates notification reminders and escalation

rules.
When this is set to Yes:
l All escalation-type rules within workflow are
activated.
l All escalation-type rules outside of workflow,
including the default escalation rules supplied with
the system are activated.
l The Reminder field on the Enter New Task and
Enter New Appointment pages is enabled. Setting
this field to, for example, 10 minutes, displays a
notification message on the user's screen 10

Chapter 26
Field Description
minutes prior to the planned time of the

communication.
l Quick Notifications are activated.
l Escalation rules within Administration | Timings |
Service Level Agreements are activated.
Notify Interval (Sec) The minimum interval (in seconds) between the
server polling clients for notification reminders or
escalation rules to be run if the CRM Escalation
Service is not being used. If you are using the CRM
Escalation Service, the minimum is 5 minutes by
default.
Notification Display Count The number of notifications that can be shown on-
screen at any one time.
Escalation Engine Tuned Selecting System Performance means that the

For notification gets processed at the polling rate (see
above).
Selecting Immediate Delivery means that the
notification gets processed when the
Communication, or associated entity record, is
created or edited, as well as every time the system
polls at the Notification Interval (see above).
Notify E-mail Name The name that appears on an e-mail sent by the
system. For example, when the system escalates
an unsolved case by sending an e-mail to the team
leader as part of a case workflow, this is the name
that the e-mail comes from.
Notify E-mail Address The valid e-mail account that is used to send the e-
mails. This must be set for the Send E-mail
workflow rule to work.
Default Targets For High Choose the targets that you want high priority
Priority Reminder reminder messages to be sent to. Options are
Messages Desktop e-mail, Mobile e-mail, and SMS.
Default Targets For Normal Choose the targets that you want normal priority
Messages Desktop e-mail, Mobile e-mail, and SMS
Default Targets For Low Choose the targets that you want low priority
Messages Desktop e-mail, Mobile e-mail, and SMS.
Maximum SLA Actions Specify the number of Action fields you want to be
26-2 Sage CRM
Chapter 26: Workflow / Escalation Configuration
Field Description
available when setting up SLAs. The number of

Action fields available typically correspond to the
number of stages in the Cases workflow. The
Maximum SLA Action field is set to five by default.
Use Escalation Service Set to Yes by default. When set to Yes, the CRM
Escalation Service is used to run escalation rules.
This is a Windows service, so you switch it on and
off in Control Panel | Administrative Tools |
Services. Setting this option to No means that the
Web server will run escalation rules, which requires
someone to be logged on to CRM.

Chapter 27: Deduplication
l Enable deduplication.
l Customize the deduplication search screens.
l Set up match rules.
l Create company name clean up lists.
l Set Company Name Cleanup Configuration Settings.
Enabling Deduplication
Deduplication aims to prevent the user from adding duplicate entries by searching for similar entries
and warning the user before the new record is added.
The Merge functionality, described in the User Guide, can be used to clean the data if the
duplication has already occurred.
Deduplication is enabled by default if you selected the "install demo data" option during the CRM
installation. If not, Deduplication is set to "No" by default.
To check that deduplication is enabled:
1. Click on the Administration | System | System Behavior.
2. Click on the Change button. The System Behavior page is displayed.
3. Ensure that the Deduplication field is set to Yes.
4. Select the Save button. Deduplication is now enabled.
Before it can be used, the Deduplication Screens must be customized, and Match Rules must be
set up for the entities you want deduplication to work on.
When Deduplication is enabled, it provides match rules of type "contains" set up on Company
Name and Person Last Name fields.
Customizing the Deduplication Screens

With deduplication enabled, the user will be directed to a new Deduplication Search Screen when
they click on the New menu button and select Person or Company.
The Person and Company Search screens can be customized with fields that the system will check
for duplicates against, using the Match Rules set up in the next section.
In addition, when you click on the Add Contacts option in Microsoft Outlook to add contacts to
CRM, the match rules applied to the CRM fields are applied to the corresponding Outlook fields,
triggering a warning if duplication is detected.

Chapter 27
Adding Fields to the Company Dedupe Search Screen

You can add fields from the Address, Person, and Company tables to this screen. Usually this
would be a subset of core company information such as Company Name, Address 1, and Zip Code.
To add these fields to the Company Dedupe Search Screen:
3. Click on the Customize button next to the Company Dedupe Search Screen. The Maintain Screen
Definition for Company Dedupe Search Screen page is displayed.
4. Add the fields that you want to appear on the screen and select the Save button. For example, the
Company Name and the Address 1, and Zip Code fields. The Dedupe Search page that you
created will appear once you have set up Match Rules.
Screen Contents for Company Dedupe Screen
To set up a Dedupe Search Screen for the Person entity, follow the steps described above, but
select the Person from the Customization home page, then select the Customize button next to the
Person Dedupe Search Screen.
Setting up Match Rules

The match rules determine the criteria against which the data that the user enters in the Dedupe
Search Screen is compared to the records in the system.
Match Rule Description
Exact The user would have to enter, for example, Design

Right Inc. for the system to detect a duplicate with
Design Right Inc.
Starting With The user could enter, for example, Des or Design
for the system to detect a duplicate with Design
Right Inc.
Contains The user could enter, for example, Des, Right or In

for the system to detect a duplicate with Design
Right Inc.
Does Not Match The user could enter, for example, Design Right
Inc., and the system would detect duplicates in
every company except Design Right Inc.
Phonetic The user could enter, for example, Greatecom, and

the system would detect a duplicate with Gratecom.
Important considerations when setting up Match Rules include:
27-2 Sage CRM
Chapter 27: Deduplication
l The fields that you set up match rules on are used to deduplicate when a user adds or edits the
record.
l Only one match rule can be set up per table column. In other words, you have to decide on one
type of match rule for Company Name, one for Address City.
l The fields on the Deduplication search screens are based on logical "AND"s. In other words, the
more information the user enters into the Deduplication search screen, the less likely that the
system will detect a duplicate, since ALL the search criteria entered must be met—company name
AND address AND city AND postcode.
To set up the match rules for the Company Dedupe Search Screen:
1. Click on Administration | Data Management | Match Rules.
2. Select Company from the Match Rules page and select Continue. The match rules page for the
Company Dedupe Search screen is displayed.
3. Select the New button. The New Match Rule page is displayed.
4. Enter the Match Field and Match Type and select the Save button.
5. Repeat these steps to set up a match rule for each field on the Company Dedupe screen, then
repeat for the Person Dedupe screen.
Please refer to the User Guide for information on using the dedupe functionality.
Creating Company Name Clean Up Lists

Company Name Clean Up enhances the deduplication process when you are adding companies
either manually or using data upload. It makes it easier to detect duplicate companies by applying
preset rules that remove or replace words within the company name. Note: The removed or
replaced word is not physically changed in memory, just ignored or replaced for the deduplication
process so that matches can be found.
Company Name Clean Up is set up in Administration | Data Management | Company Name
Cleanup. From here you can set up two types of lists that can be used for data cleansing:
Characters or Strings to Remove. A list of words, phrases, or punctuation on the company name
field to be ignored during the deduplication process. For example, you may want to ignore the word
"Ltd." in all new companies added as this word is not a unique part of the company name.
Characters or Strings to Replace. A list of replacements to be used. This means that when
certain words or phrases are encountered they are replaced. For example, the abbreviation "&"
could be replaced with the word "and" in all the new companies added. The replaced word is not
physically replaced, just replaced during the deduplication process.
Deduplication needs to be enabled for the Company Name Clean Up functionality to work.
Setting up Remove Rules (page 27-3)
Setting up Replace Rules (page 27-4)
Setting up Remove Rules

The removed word is not physically removed, just disregarded from the deduplication.
To set up a new Remove rule:
1. Select the Administration | Data Management | Company Name Cleanup. The Company Name
Clean Up page is displayed.

Chapter 27
2. Select Characters Or Strings To Remove from the List To View field.

3. Select the New button. The New Character or String to Remove from Company Name page is
displayed.
4. Type the text string you want to remove in the Details field.
The rule is displayed on the Characters or Strings to Remove page. You can create more rules in
this way and create a list of rules. Delete buttons are available to remove any rules that no longer
apply.
The next time you attempt to create a new company or upload data, CRM detects and removes the
text strings or words you specified from the company name. Then, if a match is detected an error is
displayed to prevent you from adding a duplicate company.
Setting up Replace Rules

These rules recognize certain words or acronyms and treat them as specified words or text strings
for the purpose of deduplication. For example you might want the company name "Day & Night" to
be treated as "Day and Night" during deduplication, as you know that some company names
contain the symbol "&" and some use the word "and".
To set up a new Replace rule:
1. Select the Administration | Data Management | Company Name Cleanup. The Company Name
Clean Up page is displayed.
2. Select Characters Or Strings to Replace from the List To View field.
3. Select the New button. The New Character or String to Replace page is displayed.
4. Type the text string you want to replace in the Details field and enter the word you want it replaced
with in the Replace With field.
5. Select the Save button. The Rules are displayed on the page.
You can create more rules in this way and create a list of rules. Delete buttons are available to
remove any rules that no longer apply.
The next time you attempt to create a new company or upload data, CRM recognizes the word or
acronym you specified. Then, if a match is detected an error is displayed to prevent you from adding
a duplicate company.
Company Name Clean Up Settings
Field Description
List To View Select the type of list you want used for Data
Cleaning. The options are Characters Or Strings To
Remove and Characters Or Strings To Replace. For
more information on Company Name Clean Up,
please refer to Deduplication (page 27-1).
27-4 Sage CRM
Chapter 28: Data Upload
l Understand how data upload works.

l Enable data upload.
l Satisfy import file requirements.
l Run the data upload.
l Configure the data upload.
l Understand the data upload fields.
l Configure mappings and dedupe fields.
l Handle user and territory mappings.
l Preview the data.
l Perform the upload.
l Troubleshoot the data upload.
How Data Upload Works

Data Upload is a utility that allows the System Administrator to import company, person, or lead
data held in MS Excel or CSV (Comma Separated Value) file format.
l Data Upload first uploads data from the file to a temporary table, and then processes the data from
the temporary table into the CRM database.
l After all data has been uploaded, CRM processes the leads or companies and their corresponding
people and addresses and inserts them into CRM.
l Merge Rules. You can choose whether you want to merge new data with current data or to
overwrite the current data with the new data.
l With Deduplication enabled, you set dedupe rules at the field level for Company and Individuals
data uploads. The dedupe rules are set up for each data upload. There must be at least one
dedupe rule for the company and person tables on a company upload. There must be at least one
dedupe rule for the person table on an Individuals data upload.
l With Deduplication disabled, data upload carries out a simple deduplication based on an exact
match of Company Name, Person Last Name and Address 1.
l Company Name Clean Up rules are applied.
l CRM produces a data upload report, which indicates the number of each entity that has been
uploaded, and the number of duplicates found. It produces an upload error file, and a deduplicates
error file (if Deduplication is enabled).
l The duplicate and error files are produced in the same format as the upload file. In other words, a
CSV upload file produces duplicate and error files in CSV format. An MS Excel upload produces
duplicate and error files in XLSX format.

Chapter 28
Enabling Data Upload

The Data Upload utility can be used after the initial installation of the system or on an ongoing basis.
For example, it can be used to upload data from purchased contact lists to run marketing
campaigns. For a standard installation of CRM, Data Upload is enabled by default.
Note: You should make a backup of your existing database before performing a data upload.
Import File Requirements

The file that you prepare for the data import must meet the following requirements:
l The contact information must consist of at least companies and people. It can also include
addresses, phone numbers, e-mail addresses, and notes.
l For a company or lead data upload there must be at least one company and one person on each
row of the file. For an individual's data upload there must be at least one person on each row of the
file.
l All data for a person must display on one row only. For example, you cannot have a person's
phone number on one row and their fax number on the next row.
l Multiple people for the same company may be given on the same row of the file or on different
rows. If they are on different rows, the company name must always appear on each row.
l Any fields on Company, Person, E-mail, Address, and Phone tables that are set to be required in
CRM must be present in the file. Contact information will not be added to CRM unless it satisfies
the validation criteria.
l Any number of Addresses may be included on the same row.
l Any number of Notes may be included on the same row.
l All date fields in the file must be in the same format.
l It is possible to split data from one column into multiple fields in CRM. For example, if there is one
column that contains both first name and surname, it can be split up into the correct CRM fields.
Fields must all be on the same table. The utility is not capable of Mc and O' surname processing so
will not work if the field is "Surname First Name" and there are surnames with spaces in them.
Fields specified must be present in all rows of data. For example, if you specify "Salutation
Surname First name" as the format, if the salutation is not present in any row the surname may be
entered into the Salutation field and the First name into the Surname field, resulting in invalid or
incorrect data.
l Prepare your file so that it contains company details followed by a number of persons and address
details. If you have the same address in a company upload for multiple people, the address will be
added once. Any updates made to the address after upload will apply for all people linked to that
address.
l Put a header row in your file so that you know what data is contained in the column, so that when
that data upload tool points at this row it will show you the header values which will make mapping
data easier. You could consider using the actual CRM database column names for your header
row as much as possible, for example, pers_lastname, and if you have multiple people in your row
put the identifier at the end of the column name—pers_lastname1, pers_lastname2. The data
upload performs an automatic mapping of fields, which will be more accurate.
l The file name must not exceed 60 characters in length. If it does, an error is displayed.
28-2 Sage CRM
CSV Import File Preparation

l If you have received a CSV file for upload that has been prepared by someone else, open it and
verify that the data is in standard CSV format. All values must be separated by commas.
l Any values that contain a comma must be enclosed in double quotes.
l Any values that contain double quotes must be escaped with another double quote.
l Note, if you save an MS Excel file as a CSV file, it should carry out this formatting automatically.
l Please make sure the delimiter in the import file matches the delimiter set in User Preferences.
MS Excel Import File Preparation

l The MS Excel file must be an .XLSX file created by Microsoft Office Excel 2007 or later versions.
l If you have received an MS Excel file for upload that has been prepared by someone else, open it
in MS Excel and verify that the data is contained in separate columns. If not, use Text To Columns
to convert to individual columns. Save as an Excel spreadsheet.
l Perform a check on your spreadsheet for Excel error messages. These usually begin with # and
may have occurred if the person preparing the spreadsheet tried to manipulate data using a
formula that did not work for certain data entries. Search for # and replace any corresponding to
Excel errors with a blank. The actual data entry here is blank and when the data upload finds a row
with an Excel error it stops uploading the data to the temporary table from this point, but it does
continue to process the data from the temporary table into CRM. Examples of Excel errors can be
found by looking up MS Excel Help. Common examples include #Name?.
Running the Data Upload

To run the data upload the following steps need to be completed:
Configuring the Upload (page 28-3)
Configuring the Mappings and Dedupe Rules (page 28-6)
Previewing the Data (page 28-11)
Performing the Upload (page 28-12)
Configuring the Upload

To configure the upload:
1. Click on the Administration | Data Management | Data Upload. A list of existing upload
configurations is displayed.
2. Select the radio button next to either Company, Individuals, or Lead from the context area of the
screen.
l Company - the information you upload will be imported into the Company table and
associated Person and Address tables.
l Individuals - the information you upload will be imported into the Person table, with no
associated Company record.
l Lead - the information you upload will be imported exclusively into the Lead table.
3. Select the Continue button. A list of existing data uploads is displayed.
4. Select the New button. The Data Upload, Step 1 of 4 page is displayed.

Chapter 28
Data Upload, Step 1 of 4 page
5. Enter the details. Refer to Data Upload Fields (page 28-4) for more information.
6. Select the Save button. The Data Upload, Step 2 of 4 page is displayed.
Data Upload Fields

The table below explains the standard fields that are displayed if you are performing a Company or
Individuals data upload.
Field Description
Data File If this is a new configuration, you must select the file
to be used for the import. If it is an existing
configuration, it will use the last file used. If the initial
Data Upload caused an Error File or a Duplicate File
to be created, these will be available as radio button
options.
Description Enter a text description of this file, for example, the

source of the file.
File Date Format If there are any date fields in the Date File, use this
to select the format in which they appear.
Merge Rule Merge duplicate data with current data. Select this
option to merge any new data from the upload file
with the existing data.
Overwrite current data with duplicate data. Select
this option to overwrite the current data with the data
in the upload file.
Max Contacts Per Row This is the number of People that appear on each
row of the Data File.
Preview Rows This is the number of rows from the Data File that
will be shown in the Preview Screen in Step 3,
before the Upload is started.
Max Addresses Per Row This is the maximum number of Addresses that
28-4 Sage CRM
Field Description
appear on each row of the Data File.
Max Notes Per Row This is the maximum number of Notes that appear
on each row of the Data File.
Make a Group Tick this if you want all the contacts that are
imported to be available in a group.
Overwrite Person Default If you select this option, the address mapped as the
Address person address will always become the person’s
default address - replacing their existing default
address. It is also added as a company address. If
there is more than one address on a line, the rule
applies to the first address.
Map Selection Fields To When this option is selected, the system tries to
Codes match selection field translations from your .CSV file
to caption codes in CRM. For example, a person title
of Chief Executive Officer gets mapped to the caption
code CEO, and stored in the database. If a selection
does not yet exist in CRM, it gets added to the
database. In this case, the caption code will be the
same as the selection.
When this option is not selected, selection list
choices entered in the .CSV file as translations rather
than caption codes are not added to the database.
The translation, for example, Chief Executive Officer,
is displayed on the person summary page for viewing,
but not added to the database. This means that when
you select the Change button, you must set the drop-
down field to a selection that already exists in the
CRM database.
The following fields are displayed in addition to the Data File, Description, File Data Format,
Preview Rows, and Make A Group fields, if you are performing a Lead data upload.
Field Description
Lead Description A description of the leads you are uploading, for

example where they came from or how the
information was gathered.
Assign To Team Required field. Leads need to be assigned to a

team when they are processed. Select the team
from the Assign To Team list.

Chapter 28
Field Description
Territory Select the territory you want the leads assigned to

from the Territory list.
Assign To Users If you want the leads assigned to particular users,

add them to this field.
Wave Item If the leads are to be used as part of a marketing

campaign, you can select the Wave Item they are
to be used for from this list.
Configuring the Mappings and Dedupe Rules

The Data Upload, Step 2 of 4 page displays a list of the columns from the data file, and the fields
and tables to which they will be imported.
Data Upload, Step 2 of 4
l The first time a data file is imported, the system will best guess which fields in CRM the columns
should relate to, based on the column name. This is intended to give a reasonable first estimate for
the mappings.
l The mappings can be previewed and edited to achieve the correct result.
l The list is sorted and grouped by table.
l The Fields Not Mapped Yet (Will Be Ignored) section can be edited to set up the mapping
manually, otherwise the fields will be ignored.
l The Data File column shows the column heading from the data file.
l The Sample Data column shows an example of the way the data will be imported.
l The Actual Field column shows the name of the CRM table column that the data file column will
map to.
Creating a Mapping
To create a column mapping—for example, you want to map Town to City:
1. Click on the Town hyperlink.
2. Select Company from the Belongs To field.
3. Select Address from the Data Table field.
4. When the amended Data File: Town page is displayed, select Address: City from the Field Name
field and select Business from the Company Address Type field.
28-6 Sage CRM
Data File: Town page
5. Select the Save button. If you do not want to proceed to Preview the Data Upload, but you do want
to save the mappings and return to the upload at a later stage, select the Save button. Town is now
mapped to City.
Data Upload, Step 2 of 4
Note: You can amend a column mapping in the same way as you create new mapping, that is,
by selecting the hypertext link of the existing mapping and making changes to the fields on the
Data File page.
Data File Page Fields

The table below explains the standard fields on the Data File page.
Field Description
Belongs To This can be set to Company or Person. This is the

main entity with which the data is to be associated.
If the data is, for example, an Address or Phone
number that is to be associated with both the
Company and the Person then this should be set to
Person. It will then be picked up by the Company
automatically. If you want the Data Field to be
ignored or not used in the upload, set this to blank.
For Phone, types Business and Fax are shared, for
E-mail type Business only is shared.
This field is not displayed if you are performing a
Lead data upload because the main entity is always
Lead.
Data Table This can be set to Addresses, Email, Phone or

Notes. Use this if the data belongs to any of these
tables. If the data belongs directly on the Company
or Person table, leave this blank. Note that Fax
numbers belong in the Phone Data Table, with the
Type set to Fax.

Chapter 28
Field Description
Field Name This is the field in CRM that is to be populated by the

column from the data file. If the column in the data
file contains data that belongs in more than one field,
then choose the Multiple value.
Match User Fields This field allows you to specify what value on the
user table you want to match when you are mapping
a column in your data file to a User Select field. For
example, if the file you are uploading contained the
full user name, you would be able to pick "Firstname
Lastname" and the correct User ID would be filled in.
Note: The Match User Fields drop-down only
appears when you have selected a column that is a
User Select.
Type This field is available if the Belongs To field is

Person, or if the Data Table is Address, Phone, or
Email. The label on it and the contents of the list will
change depending on the values in the other fields.
For example, if the Belongs To field is Company and
the Data Table field is Phone, this field will be
labeled Company Phone Types and the list will show
all the Company Phone types available on the
system.
Order (After Belongs To) This field is available if the Belongs To field is set to
Person and the number of People on each Row has
been set to more than one. Use this to specify which
Person record this field belongs to.
Order (After Data Table) This field is available if the Data Table field has been
set to Address or Notes and the number of
Addresses or Notes on each row has been set to
more than one. Use this to specify which Address or
Note record this field belongs to.
Dedupe Rule This field is available on Company and Individual

data uploads. A dedupe rule must be completed for
at least one field on the company and person tables.
Multiple Field Settings

If the information in a data column belongs to more than one field in CRM, select the Multiple value
for the Field Name.
For example, if your data file includes the contact first name and last name in the same column.
To create the Multiple Field settings:
28-8 Sage CRM
1. Click on the hyperlink of the Surname.

2. Select Multiple from the Field Name field.
3. This enables a new button, Edit Multiple Field Settings, which can be used to specify the format of
the field. Note that the information can only be split between fields on the same table.
When you select the Edit Multiple Field Settings button, the Edit Multiple Field Settings page is
displayed in a new browser window.
Data File Surname page
4. Select Person: First from Select Field and click on the Add button. This displays the column name
within # characters in the Format Mask field.
5. Select Person: Lastname from the Select Field field and click on the Add button. This adds the
column name to the Format Mask field.
6. Separate the string in the same way that it is separated in the data file, by adding a space in
between #pers_firstname# and #pers_lastname# if this is how they are separated in the data file
(or a comma if they are separated by a comma).
7. Select the Save button. The Data File: Surname page is displayed.
8. Select the Save button. The data will map to the two separate fields in the upload.
Setting Field Level Dedupe Rules

When deduplication is enabled, the Data Upload, Step 2 of 4 page displays an extra column called
Dedupe Rule. This column enables you to select individual match rules for each of the fields in the
Company and Person tables. All Company table matches are performed before Person table
matches.
Note: You must select a deduplication rule for at least one field in the company and person entities
for a company upload, and at least one field in the person entity for an individual's upload.
Deduplication rules do not have to be set if you are performing a Lead data upload.
To set up dedupe rules—for example, on the company name and person last name fields:
1. Click on the Company Name hyperlink. The Data File: Company Name page is displayed.
2. Select the dedupe rule from the Dedupe Rule drop-down field. The dedupe rule selections are:
l Exact Match - the imported data would have to exactly match the existing field in the
system. For example an imported company name, Design Right Inc., would be detected as
a duplicate of Design Right Inc.
l Phonetic - the imported data would have to phonetically match the existing field in the
system. For example an imported company name, Greatecom, would be detected as a
duplicate of Gatecom.
l First Letter Match - the imported data would have to start with the same first letter as the
existing data. For example an imported company name, Design Right Inc., would be
detected as a duplicate of Davis & Son Publishing Ltd.

Chapter 28
l Begins With - the imported field would have to begin with the same letters as the existing
data. For example an imported company name, Design Right Inc., would be detected as a
duplicate of Des Barnes Sign Makers.
l Contains - the imported field would have to contain a part, or parts of the existing field in the
system. For example an imported company name, Design Right Inc., would be detected as
a duplicate of Right & Shine Ltd.
l Not Equal To - the imported field would have to not match the existing field in the system.
For example an imported company name, Design Right Inc., would be detected as a
duplicate of Cheshire Cats Petcare.
3. Select the Save button. The Data Upload, Step 2 of 4 page is displayed. The dedupe rule is
displayed in the Dedupe Rule column.
4. Click on the hyperlink of the Last Name data file column.
5. Set up a dedupe rule on the Last Name data file column, for example, Exact Match. The Data
Upload, Step 2 of 4 page is displayed. The dedupe rule is displayed in the Dedupe Rule column.
Data Upload, Step 2 of 4 page
When you run the upload with the Process Duplicates Interactively option selected, any person
lastname matches are detected once all company matches have been found. If a duplicate
company is detected and you choose to merge it with the duplicate, it will detect any person
matches according to any dedupe rules on the Person table fields.
Once you have decided what to do with field level dedupe matches, the data is merged or
overwritten according to the merge rule selected in the first step of configuration.
Handling User and Territory Mappings

The Data Upload feature is flexible in the way it can handle the transfer of User and Territory
information in an upload file to the CRM database.
For example, if the user is Susan Maye and is listed in the Excel spreadsheet under the column title
"User Info," this information will be displayed in the section labeled Fields Not Mapped Yet (Will Be
Ignored) in Step 2 of the Data Upload.
However, to map the names in the User Info column to a CRM data format is straightforward
because the system suggests an appropriate CRM field from the relevant entity. This field name is
presented in accessible language—"Company: Account Manager," for example—rather than as the
actual field name used by the system—"comp_primaryuserid," for instance.
To map a user field:
1. Click on the Data File Column hyperlink. In this case, it’s User Info. The mapping screen for the
Data File Column displays
2. From the Belongs To drop-down list, select the entity relevant to the column. Here, it’s Company
because Susan Maye is specified as an account manager.
3. A Field Name field now displays the suggested mapping: Company: Account Manager.
4. Specify the appropriate Dedupe Rule using the selection from the drop-down list.
28-10 Sage CRM
5. Click on the Save button. The User Info column has been successfully mapped to the
corresponding "actual" field in CRM.
A similar approach can be taken when mapping territories in an upload file. For example, if the
upload files use the term "Market" to describe entries that CRM treats as "territories," you can use
the mapping screen for the data file column to select Company: Territory or Person: Territory as the
CRM field to map to. The upload will be successful as long as the values in the uploaded file—"US
East," "US West," "Canada," and so on—match the territory names in the system.
Previewing the Data

When you have finished editing the mappings, select the Preview Data Upload button.
The Data Upload, Step 3 of 4 page shows a preview of how the data in the file will look when it is
imported to CRM. It is used to verify that the mappings have been made, and that the data looks
correct for the fields that it is associated with.
l The columns in the preview list are sorted and grouped by table. The top list header shows the
table name (and type if applicable). The second list header shows the actual field names from
CRM.
l Select the Do Upload button when you are ready to proceed.
Preview Data Fields

The table below explains the standard Preview Data fields.
Field Description
Source Choose an existing source, or create a new one.

This will be set as the Company and Person source
for each uploaded contact. To create a new source,
select New, then set up the code and translation
from the same page.
Append To Log File Select this radio button to append to the log file.
Overwrite Log File Select this radio button to overwrite the log file.
Process Duplication If the deduplication functionality is enabled,

Interactively selecting this option will show duplicate records as
they are found together with a list of the possible
matches. It is recommended to initially run the
upload for the data file in Batch mode, which can be
left to run without any intervention. Then, repeat the
upload for the resulting Duplicate file in Interactive
mode when time is available to sort through the
duplicate records.
Process Duplication In All suspect records are written to another Duplicate

Batch file, which can then be processed in interactive
mode at a later time.

Chapter 28
Field Description
Batch Size The number of lines from the file to process at a

time. It is advised to leave this blank unless there
are problems with slow connection to the server in
which case it can be entered as a low number to
prevent timing out.
Performing the Upload

While the data upload is running, a progress page is displayed.
If the file you are uploading is very small, the progress may be too fast to even see this page.
When the upload is complete, the Upload Results page is displayed.
From the Upload Results page you can:
l View the Group, if the Group option was selected in the first step of the upload.
l You can also view the Log, Duplicate, and Error files from this page.
l The Error file can be edited and, if required, the errors can be fixed and the file can be reprocessed.
The file can be reprocessed by selecting the same configuration again and selecting the Use Error
File radio button. This will ensure that the remaining information is assigned to the same group as
the original import. The file can be reprocessed repeatedly until all the information is in the system.
Hints and Troubleshooting

Hints and troubleshooting are provided in the following areas:
Reprocessing a Data File (page 28-12)
Mapping Addresses (page 28-13)
Checking Mappings (page 28-13)
Multiple Files (page 28-13)
SQL Cleanup (page 28-13)
Timeout Expiry Message (page 28-16)
Frozen Screen (page 28-16)
Reprocessing a Data File

If you need to reprocess a data file that you previously mapped because it contains new information
that has not been uploaded but is in the same format as an earlier spreadsheet either:
l Go into the Library\Data Upload directory of the CRM installation, and rename the old file. Copy
across your new file giving it exactly the same name as your previous spreadsheet uploaded. Now
when you select Run on this data upload in CRM it will be looking at your new spreadsheet.
Or
l To prevent remapping all the fields, attach the new file in Data Upload and select Save. Using a
query analyzer tool find the data upload ID from the data upload table corresponding to your new
file (new upload ID), and the data upload ID corresponding to your original file (original upload ID).
Run the following SQL statement to move the old mappings to correspond to your new file:
28-12 Sage CRM
update DataUpload_Link set DLink_DaUp_DataUploadId = 'New

Upload Id' where DLink_DaUp_DataUploadId = 'original upload
id'
Mapping Addresses
When mapping addresses, if an address is associated with a particular person being uploaded,
attach them to the person and they will also be made available to the company.
Checking Mappings
Check carefully that all the mappings have been made correctly. Also check the mappings that
have been made automatically. Do this by entering each mapping and by reviewing the list verifying
that each column belongs to the correct entity. This is a critical step as it is easy to make a mistake
mapping data.
Multiple Files
If uploading multiple files, copy any error logs or upload.txt files to a backup location (from
..\Library\Data Upload) for tracking purposes so that you can account for all data processed.
Interactive Mode
When the data upload is processed in interactive mode, then possible duplicate records are shown
to the user as they are found for the user to choose if they are duplicates or are to be added. The
data upload uses the standard Company and Person dedupe screens to display the data from the
file that is a possible duplicate. Note that only fields from the main tables will have their values
shown here.
SQL Cleanup
If you have chosen to upload data with Deduplication disabled and have turned off all mandatory
fields, then if your data is not complete you may have many redundant person and address records
created. After the upload has been run, run the following SQL commands against the database.

Chapter 28
PEOPLE!
update company set comp_primarypersonid=null

where comp_primarypersonid
in (select pers_personid from person where
pers_lastname is null and pers_firstname is
null)
delete from phone where phon_phoneid in

(select phon_phoneid from vPersonPhone where
plink_recordid in (select pers_personid from
Person where pers_lastname is null and pers_
firstname is null))
delete from email where emai_emailid in
(select emai_emailid from vPersonEmail where
elink_recordid in (select pers_personid from
firstname is null))
delete from phonelink where plink_phoneid in
(select phon_phoneid from vPersonPhone where
plink_recordid in (select pers_personid from
firstname is null))
delete from emaillink where elink_emailid in
(select emai_emailid from vPersonEmail where
elink_recordid in (select pers_personid from
firstname is null))
delete from address where addr_addressid

in (select adli_addressid from address_link
where adli_personid
null))
delete from address_link where adli_personid

null)
28-14 Sage CRM
delete from person_link where peli_Personid

null)
delete from person where pers_lastname is

null and pers_firstname is null

Chapter 28
ADDRESSES!
update company set comp_primaryaddressid =

null where comp_primaryaddressid
in (select addr_addressid from address where
addr_address1 is null)
update person set pers_primaryaddressid =

null where pers_primaryaddressid
delete from address_link where adli_addressid

delete from address where addr_address1 is

null
]
Timeout Expiry Message

If you get a Timeout Expiry message when uploading data, set the Batch Size field (in Step 3 of 4
of the Data Upload) to 70. This refreshes the data upload progress chart every 70 lines, and forces
CRM to reconnect to the server after processing this number of rows. This is necessary for large
files containing more than 70 rows.
Frozen Screen
If you get a frozen screen without an error, your data file may be too large, and you may not have
indicated the number of rows to process. Limit your file to approximately 5000 rows.
28-16 Sage CRM
Chapter 29: Products
l Change system configuration settings.

l Change product configuration settings.
l Set up products.
l Create a complex pricing structure.
l Set up price lists.
l Set up units of measure families.
l Set up units of measure.
l Set up product families.
l Set up products in a matrix.
l Use multiple currencies with products.
l Work with opportunity items.
l Make changes to existing products.
l Delete a product.
System Behavior Settings

To appreciate the full potential of the Quotes and Orders product functionality in CRM, you need to
be aware of a number of configuration settings.
You can switch the Quotes and Orders product feature on or off using the Use Opportunity Items
field in Administration | System | System Behavior.
To change System Behavior settings:
1. Select Administration | System | System Behavior.
2. Click on the Change action button and ensure that the Use Opportunity Items field is set to Quotes
And Orders.
3. Select Save.
The system is configured for the Quotes and Orders product feature. The table below explains the
options on the Use Opportunity Items drop-down.
Option Description
Quotes and Orders The Quotes and Orders product functionality is used.
Opportunity Items The pre version 5.7 Opportunity Items functionality

is used.

Chapter 29
Product Configuration Settings

There are a number of Product configuration settings, which determine how Products are set up and
ultimately how end users work with the functionality.
To access Product Configuration settings:
1. Select Administration | Data Management | Products.
2. Click on the Product Configuration tab.
4. Make the configuration changes you require and select Save.
Note: The Upgrade Products button on the Product Configuration page transfers existing
opportunity items to the Products tab, Please refer to Working with Opportunity Items (page 29-8)
The table below explains the fields on the Product Configuration screen.
Field Description
Use Pricing Lists Allows you to create different pricing lists so that
products can be sold at different prices. For
example, you may want to set up a Wholesale
pricing list and a Retail pricing list. If set to No, there
is one price for each product.
Once you have created Price Lists and applied them
to Products, you cannot disable this option until you
deactivate the Price Lists.
Note if you set this option to No, the Price Lists tab
will not be visible after you click on the Save button.
Use Units Of Measure When set to Yes, products can be sold in single
units or in different multiples, for examples packs of
6 and packs of 12. Pricing can be then applied to the
Unit of Measure (UOM). If set to No, prices are
applied to single products only.
Note if you set this option to No, the Units of
Measure tab will not be visible after you click on the
Save button.
Automate Opportunity When this option is switched on, clicking on New

Creation menu button and selecting Quote or Order
automatically creates an Opportunity in which the
new Quote or Order resides. If it is switched off,
however, users cannot create new Quotes and
Orders with the New menu button, they can only
create them from within an existing Opportunity.
29-2 Sage CRM
Field Description
Order Level Discount When set to Yes, adds an order level discount
section to the Quote and Order screen. This enables
users to apply a discount to an entire order, not just
to individual line items.
Sales Currencies Select which of the system currencies you want to

Supported allow products to be priced in. An Opportunity and all
associated Quotes and Orders will be in the currency
that was selected for the first Quote or Order
created.
Quote Format The format of the Quote’s reference ID.
Order Format The format of the Order’s reference ID.
Default Quote Expiration Select the number of days after the day it was
Date After created that you want quotes to expire in.
Setting up a Simple Product Structure

If you use the default Product configuration settings and your system does not contain demo data,
you can set up a simple product structure.
Product Configuration settings
With the default configuration settings, three tabs are available within Administration | Data
Management | Products. These are:
l Products
l Product Families. Note that although you can set up Product Families within this simple Product
structure, instructions on how to do it are covered in Setting up Product Families (page 29-6).
l Product Configuration
Note: If your system contains demo data, you need to deactivate all existing UOMs and Price Lists
(except the Default one) before setting up a simple product structure.
Setting up Products
To set up a simple pricing structure:
2. Click on the Products tab and select the New action button. The New Product input page is
displayed.
3. Type the name of the product in the Product Name field.

Chapter 29
4. Type the code for the product in the Product Code field.
5. Select Save and then select the Change button.
6. Add a price for the product.
7. Click on the Save button and then select Continue.
8. You can continue to add several products in the same way. The list of new Products you set up is
displayed.
List of new products
When a user adds a Line Item with this pricing system, they select the product they want using the
Product search select field, the List Price and Quoted Price fields are completed automatically.
Line Item panel
Setting up a Complex Pricing Structure

You can create a more complex pricing structure by setting up Price Lists, Units of Measure
(UOMs), and Product Families. Before you can set up these features you need to switch them on in
Administration | Data Management | Products | Product Configuration tab. Please refer to Product
Configuration Settings (page 29-2) for more details.
If you are setting up a pricing structure using all of these features, it is recommended that you do it
in the following order:
1. Create Price Lists.
2. Create UOM Families.
3. Create UOMs within the UOM Families.
4. Create Product Families.
5. Create the Products and specify Product Families, Price Lists, and UOMs for them.
Setting up Price Lists

Price Lists allow you to sell the same product at different prices. For example, you might want to
sell your product to wholesalers at one price and at a higher price to end users. This example
illustrates how to set up two Price Lists, Wholesale and Retail.
To set up price lists:
29-4 Sage CRM

2. Select the Price Lists tab and select the New action button.
3. Type the name of the Price List in the Name field, for example Wholesale.
4. Type a description of the list in the Description if you wish.
5. Select Save and then Continue.
6. Create a second Price List called Retail in the same way. Both Price Lists are displayed on the
Price Lists tab.
Price Lists tab
Setting up Units of Measure Families

If you want to sell products in certain quantities you need to set up UOMs, however the UOMs must
first be bundled into UOM Families. Let’s say you want to sell User Licenses in quantities of 10, 20,
and 50 only. You need to create a unit of measure family called User Licenses, and then create
UOMs of 10, 20, and 50.
To set up a UOM Family:
2. Select the Units Of Measure tab and select the New action button.
3. Type the name of the UOM Family in the Name field, for example User Licenses.
4. You can enter a description in the Description fields if you wish.
5. When you select Save, the UOM Family you created is displayed on the Unit Of Measure screen.
UOM Family list
6. You can create more UOM Families by selecting the New action button on this screen if you wish.
Setting up Units of Measure

To create a UOM as part of a UOM Family:
2. Click on the hypertext link of the UOM Family you just created.
3. Select the New UOM action button.

Chapter 29
4. Type a name for the UOM in the Name field, for example 5 User Pack.
5. Type a description in the Description field if you wish.
6. Type a quantity of units that are contained in this UOM in the Units field, in this example the quantity
is 5.
7. Select Save and add three more UOMs in the same way—10 User Pack, 20 User Pack, and 50
User Pack. The UOMs are displayed on the Unit Of Measure screen.
UOM List
Setting up Product Families

Product Families are used to categorize different types of products. They do not affect pricing in any
way. However, they make it easier for users to find the product they want when they are creating
line items, as they can first select a Product Family and then the Product they want within that
family. For example, if you sell different types of software systems, you may want to categorize
them into CRM Systems, Accounting Systems, and ERP Systems.
To set up Product Families:
2. Select the Product Families tab and select the New action button.
3. Type the name of the Product Family in the Name field and add a description in the Description
field if you wish.
4. Select Save and then Continue.
5. Create more Product Families by selecting the New action button. The Product Families are
displayed in a list.
Setting up Products in a Matrix

Once you have set up Product Families, Lists and UOMs, you can create Products and pricing
within a matrix that reflects these items.
To create a new Product:
2. Select the Products tab and select the New action button. The New Product page is displayed.
3. Type the Product name in the Product Name field, for example CRM Standard.
4. Type the product code in the Product Code field, for example 00010.
5. Assign a product family to the Product Family field using the Search Select Advanced buttons.
6. Choose a Unit of Measure Category from the Unit Of Measure Category drop-down list.
7. Select Save. The Product page is displayed with panels for each of the Price Lists you created
earlier.
In this example, there are two Price Lists, Wholesale and Retail. Moreover, each Price List lists the
29-6 Sage CRM
UOMs you set up already.

Note: If you configured the system to use multiple currencies for Products, additional columns are
available so that you can specify prices for all of the currencies.
8. Within each of the Price Lists, enter a price for each UOM.
Product page with pricing matrix
9. Select Save and then select Continue.

10. Continue to create more products in this way. The new Products are displayed on the Products tab.
The user can now begin creating a Quote and select the Pricing List to be used, for example
Wholesale or Retail.
Note: If you configured the system to use multiple currencies for Products, the user can also select
the currency to be applied to the Quote or Order, and all subsequent Line Items.
When the Line Item is added to the Quote, the Product Family, Product, and Unit Of Measure can
be specified. As a result, the correct price is automatically added to the List Price and Quoted Price
fields. The value Quoted Price field can be changed to provide a line discount, which will be
reflected in the Line Item Discount field when the item is saved.
New Line Item panel
Please refer to the User Guide for full details on working with Quotes, Orders, and Products.
Using Multiple Currencies with Products

If you want users to be able to create Quotes and Orders in multiple currencies, you need to make
sure that you selected those currencies in Administration | Data Management | Products | Product
Configuration tab. Please refer to Product Configuration Settings (page 29-2) for more details. Then,
you need to add individual prices for all of the currencies.
To set up multiple currencies for Products:
1. Select the Product Configuration tab, and ensure that the currencies you want to use are specified
in the Sales Currencies Supported field.
2. Select the Products tab and begin creating a new product. Alternatively, you can select an existing
one. The pricing matrix now reflects the fact that more than one currency is being used.

Chapter 29
Pricing matrix
You can add prices for all of the currencies that are specified on the Product Configuration tab.
Users can create Quotes and Orders and add Line Items to them based on the prices and
currencies are included in the pricing matrix.
If prices have not been specified for Products in a particular currency, users cannot add the product
(in that currency) to a Line Item.
Working with Opportunity Items

If you have upgraded from a previous version of CRM, you may wish to continue using Opportunity
Items as opposed to the Quotes and Orders product functionality.
To use Opportunity Items:
1. Select Administration | System | System Behavior. The System Behavior settings page is
displayed.
2. Select the Change action button and set the Use Opportunity Items field to Opportunity Items.
3. Select Save. The system is now configured to use Opportunity Items.
Note: You can also transfer existing opportunity items to the Products tab, by selecting Upgrade
Products button on the Product Configuration page.
Making Changes to Products

To change, for example, the list price of an existing product:
2. Type the product name in the Products Find page.
4. Click on the hypertext link of the product you want to make changes to. The Product Details page
is displayed.
6. Enter the new price in the List Price field.
7. Click on the Save button. The Product Details page is displayed with the new price.
Users will see the new price when they select the product in the future. Products already linked
to opportunities at the old price are not affected.
29-8 Sage CRM
Deleting a Product
You can delete a product as long as it is not associated with a quote or an order.
If a product is no longer used, but is already associated with a quote or an order, then you can set
the status to Inactive. This will prevent users from selecting that product in the future.
You can also delete a Product Family from the Product Families tab, as long as the Product Family
has no products associated with it.
To delete an existing product:
2. Type the product name in the Products Find page.
4. Click on the hypertext link of the product you want to delete. The Product Details page is
displayed.
6. Select the Confirm Delete button. The Product is now deleted.

Chapter 30: Multicurrency Support
l Enable multicurrency support.

l Important considerations before you set up currencies.
l Change the base currency.
l Set up currencies.
l Add currency fields to screens.
l Set currency user preferences.
Enabling Multicurrency Support

Multicurrency support allows, for example, a user in the UK to quote in Sterling, a user in Germany
in Euro, and a financial controller in the US to run a forecast report in US dollars. Multicurrency
support is enabled by default if you chose to install demo data during the CRM install.
To check that multicurrency support is enabled:
1. Click on the Administration | Data Management | Currency Configuration.
2. Make sure the Is Single Currency field is set to No.
3. Multicurrency is enabled. If you do not require multicurrency features in your implementation, set
the Is Single Currency field to Yes. The default currency is then displayed in read-only format
against all currency type fields in CRM.
4. If demo data was installed at the CRM install time, you can check which currency was selected as
the default currency by checking the Base Currency field in Administration | Data Management |
Currency Configuration.
Currency Considerations
Before setting up currencies and currency fields, please note the following:
l Decide on the base currency at the beginning of your implementation and do not change it.
l Decide on a process for maintaining the currency rates against the base currency—how often, and
by whom. For some organizations, a quarterly update may be sufficient. Others may decide on daily
or weekly.
l Currency fields allow you to specify a value and a currency. The value remains the same on the
record regardless of exchange rate changes. If a customer is quoted USD 100,000 for a project, it
will remain USD 100,000. This is the value stored in the database. However, a user reporting on
the data in another currency may see a change in the project value, if the exchange rates have
been changed since the last time the report was run.
l The converted values of currency fields are calculated by triangulation. The monetary value
entered by the user is divided by the currency specified to get the value in the base currency, then
multiplied by the exchange rate specified for the user's preferred currency.

Chapter 30
Changing the Base Currency

The Base Currency can be changed to any other currency, which has already been set up in the
system.
Since the details of the Base Currency are not editable, you should set the Rate of the currency that
you want to turn into the Base Currency to "1" before changing the base currency in the
Configuration settings. All existing exchange rates must be manually changed to reflect the new
base.
To change the Base Currency:
1. Click on the Administration | Data Management | Currency Configuration. The Currency page is
displayed.
2. Click on the Change button.
3. Select the new currency from the Base Currency field. A warning dialog box is displayed.
4. Click OK to continue, and select the Save button.
The new base currency is set, and can be confirmed by reviewing the Currency page from
Administration | Data Management | Currency.
Setting up Currencies and Rates

This section covers:
Once the Base Currency is defined, you can set up all the other currencies that you work with.
To set up a new currency:
1. Click on the Administration | Data Management | Currency.
Currency page
3. Enter the Symbol, Precision, and Rate.

4. Select the Save button. The list of currencies is displayed, showing the new currency you added.
List of currencies
The table below describes the standard currency fields.
30-2 Sage CRM
Chapter 30: Multicurrency Support
Field Description
Description Currency description. For example, USD, EUR,

GBP.
Symbol Currency symbol. For example, $, £.
Precision Number of decimal places to which converted

values in this currency must be calculated. This
setting is overridden by the Decimal Places user
preference setting. Please see User Preference
Fields (page 3-12) for more information.
Rate Conversion rate against the base currency. When

you are adding the base currency, this should be set
to 1.
The Description of the currency is maintained within Administration | Translations, using the
Caption Family CurrencyCodes. If the correct description does not automatically appear when you
save the currency, check that you have entered the correct symbol. If the description is still not
displayed, then you need to set up a new translation, using the Currency Symbol as the Caption
Code.
Please refer to Translations (page 11-1) for more information.
Adding Currency Fields to Screens

You can convert existing fields to currency fields, or add new currency fields to tables and screens.
In this example you will add a field to the Opportunity table and Opportunity Detail Screen called
Cost of Sale.
Please refer to Field Customization (page 13-1) for more information.
To add the new currency field:
1. Add a new field to the Opportunity table called Cost of Sale, and set the Entry Type to Currency.
2. Add the new field to the Opportunity Detail Screen.
To view the currency field you added:
1. From the Opportunities tab of the My CRM work area, select the New Opportunity button. The new
currency field is displayed.
2. To enter a value in the field, select the currency from the field, and type in the amount.
Setting Currency Preferences

You can set your currency preference to any of the available currencies that have been set up.
To set up your preferred currency:
1. Select the My CRM button.
2. Click on the Preferences tab.

Chapter 30

4. Set the Currency field to your preferred currency.
This will:
l Display a converted value next to any currency values entered.
l Display the values from currency fields as converted values in reports.
30-4 Sage CRM
Chapter 31: Sales Forecast Configuration
l Specify opportunity forecast settings.
Forecast Settings
You specify Sales Forecast configuration settings in Administration | Data Management |
Forecasts. These settings are applied to all Forecasts created by users.
To change Sales forecast configuration settings:
1. Select Administration | Data Management | Forecast.
2. Select the Change action button and make the changes you require.
3. Select Save.
The following table describes the fields on the Forecasts settings page.
Field Description
Fiscal Year Start Month Select the month that your fiscal year starts in from
this field. For example, if your fiscal year starts in
April, your Q2 comprises July, August, and
September.
Overwritable Forecast When set to Yes, the user can override the forecast
figures, which is calculated automatically in the
Forecasts tab.
Forecast Precision Specify the decimal place precision of forecast

figures in this field.

Chapter 32: Related Entities
l Add new relationship types.

l Improve my design for users.
l Understand the fields on the Relationship Definition page.
l Change relationship types.
l Delete relationship types.
l Customize related entity search lists.
l Report on related entities.
Adding New Relationship Types

You can set up relationship types to reflect many-to-many reciprocal relationships between primary
entities. End Users can then define the relationships via the Relationships tab displayed on all
primary entities.
New relationship types can be set up by an Info Manager user with Info Admin Data Rights, or by a
System Administrator with full Administration rights.
In this example, your business has a need to track the influence of Company Directors on your
customer base.
To add this new relationship type:

1. Select Administration | Data Management | Manage Relationship Types.
2. Select the New action button. The Relationship Definition page is displayed.
3. Fill in the fields for the new relationship type.
Relationship Type

Chapter 32
In this example the Relationship Type is Parent/Child; the Parent Entity is the Person, who
Directs (Relationship Name on Parent) the Company (Child Entity). The Company is
Directed By (Relationship Name on Child) the Person.
4. Select Save. The new relationship type is displayed in the list of Relationship Definitions. The User
can now set up relationships between Directors and Companies from either the Person
Relationships tab or from the Company Relationships tab.
Company Relationships tab
Please refer to the User Guide for more information on working with the Relationships tab.
As the needs of your business grow, you may be asked to define further relationship types. For
example:
l Tracking Contractors and the companies where they are currently active.
l Viewing must-fix Cases which have a bearing on a project at a customer site.
Follow the steps described above to add these new relationship types. The Contractors example
could be set up using the Parent/Child Relationship Type (Company/Person). The Cases example
could be set up using the Sibling (Company/Case) Relationship Type.
Related Entity Design Tips

The following design tips will help your End Users to work effectively with the Relationships tabs in
the system:
l Select the Parent/Child relationship type for relationships where there is an obvious hierarchy or a
concept of "ownership" involved. Select the Sibling relationship type where the relationship is of an
"influencing" or "affecting" nature.
l Be consistent with the naming conventions of your relationship types. It is recommended that
"doing words" (verbs) using the same tense form the basis of the Relationship Name. This format
32-2 Sage CRM
Chapter 32: Related Entities
helps the End User "read" the Relationship screen from the current context at the top downwards:
[noun] + [verb] + [noun].
Changing Relationship Types

Once you have set up a relationship type you can change the names, description and display color,
but not the entities.
To make changes to an existing relationship type:
1. Select Administration | Data Management | Manage Relationship Types. The Relationship
Definitions page is displayed.
2. Click on the hyperlink of the relationship you want to make changes to.
4. Make the changes to, for example, the display color.
5. Select Save.
6. Select the Continue button to return to the Relationship Definitions page.
Deleting Relationship Types

It is possible to delete relationship types once they have been set up, but you receive a warning if
relationships have already been set up using the relationship type that you want to delete.
To delete a relationship type:
1. Select Administration | Data Management | Manage Relationship Types. The Relationship
Definitions page is displayed.
2. Click on the hyperlink of the relationship you want to delete.
3. Select the Delete action button. A warning is displayed if relationships have already been set up
using this relationship type.
4. Select Confirm Delete to proceed. The Relationship Definitions page is displayed.
Customizing Related Entities Search Select Lists

The Search Select Advanced lists for Related Entities can be customized by changing the
translations with a caption family of SS_RelViewFields. For example, the current Search Select
Advanced list for Cases displays the Company Name, Case Reference ID, and Case Description.
This can be changed to display just the first and second columns.
To customize the related entities search select list:
2. Search for the caption family SS_RelViewFields.
3. Select the hyperlink for the caption code of the entity search select you want to change, for
example, Case.
4. Modify the language translations, for example, remove the Case Description column.
5. Select Save.

Chapter 32
6. Navigate to a Relationships tab where a Case relationship can be set up. For example, a new
sibling relationship in the Company Relationship tab.
7. Select the Relationship Name, and click on the Search Select Advanced magnifying glass icon.
The customized search select advanced list is displayed.
Related Entities Search Select Advanced list for Cases
For more information on Search Select Advanced fields please see Example: Adding a Search
Select Advanced Field (page 13-3).
Reporting on Related Entities

Sample reports for related entities can be found in Reports | General. These use sample company
views created in Administration | Customization | Company | Views. These use the view,
vListRelatedEntityReportData to display related entities information. You can use
vListRelatedEntityReportData to create new views for the Company or other entities to display
related entities information.
Relationship Definition Fields
Field Description
Relationship Type Select from Parent/Child or Sibling. For example,

Parent/Child.
Parent/Sibling Entity Select the Parent or Sibling from a list of primary

entities. For example, Person.
Child/Sibling Entity Select the Child or Sibling from a list of primary

entities. For example, Company.
Relationship Name (On The relationship name of the Parent or first Sibling
Parent/Sibling Entity) Entity. For example, Directs.
Relationship Name (On The relationship name of the Child or second Sibling
Child/Sibling Entity) Entity. For example, Directed By.
Description A long description of the relationship type. For

example, Influence of Directors on Company.
Display Color The color of the heading of the entities grouped into
this relationship type.
32-4 Sage CRM
Chapter 33: E-Mail Configuration and E-mail Status
l Understanding the E-mail tools.

l Specify E-mail / SMS settings.
l Specify Advanced E-mail Management Server Options.
l Check e-mail status.
Understanding the E-mail tools

When you are deciding on the appropriate configuration for handling e-mail, your choices should be
influenced by the answers to two questions: "How do I want to send e-mails?" and "How do I want
to record outbound e-mails?".
How do I want to send e-mails?

CRM offers an effective means for accessing e-mail details for either a company or an individual.
For example, when viewing a company summary page or a person summary page, you can click on
the relevant e-mail hyperlink to start the process of creating an e-mail. What happens after you click
the hyperlink depends on the settings you have selected.
If you chose CRM’s Embedded E-mail Editor, a new frame or window is displayed for creating a
new e-mail. The E-mail page contains all the tools associated with a typical e-mail interface,
including fields for specifying recipients, formatting buttons, and an area for writing the actual e-mail
text.
When you have finished writing the e-mail, you can click on the Send E-mail button. The specified
mail server handles the transfer of the message. For more information, please refer to Embedded E-
Mail Editor (page 34-1).
As an alternative to using the e-mail editor provided by CRM, you can choose to send e-mails with
Microsoft Outlook. The process of finding a contact and clicking an e-mail hyperlink remains the
same. However, the Outlook application is launched. The name of the recipient is already entered in
the To field.
The Embedded E-Mail Editor and Outlook are not mutually exclusive options for sending e-mail—
you can have both. In such cases, when you click an e-mail hyperlink, the editor interface displays
in a separate frame in the lower half of the screen.
Note: You can choose to change how the editor is displayed to users by changing their preferences.
For more information, please refer to the "Preferences" chapter in the User Guide.
There are two buttons for sending the e-mail: Send E-mail and Send using Outlook. You can also
start typing in the various fields provided by the embedded editor and click on Send using Outlook.
All the entered material is transferred into the launched e-mail application.

Chapter 33
How do I want to record outbound e-mails?

E-mails sent to contacts or companies are recorded as outbound communications. To file the
dispatched e-mails you can use: the inbuilt CRM functionality or the E-Mail Management service.
The key difference between the two utilities is that the CRM tool only tracks activity that takes
place within the system. If you select the inbuilt CRM functionality and use the Embedded E-Mail
Editor to send an e-mail, the generated item in the Communications tab will fully reflect the e-mail’s
contents. However, if you choose to send mail using Outlook, the CRM tool cannot track changes
made outside the system. This means that what can be recorded by the Communications tab
depends on which route to Outlook you took:
l If you have only Outlook selected as your mail editor (with the Embedded E-mail Editor
deselected), Outlook launches directly in a new window when you click on an e-mail hyperlink. The
CRM tool does not have a chance to record the mail, which means the message will not appear in
the Communications tab.
l If you have both Outlook and the Embedded E-mail Editor selected, CRM’s editor interface displays
when you click on the person’s or company’s e-mail hyperlink. The interface features two buttons
for sending a mail. If you then click on the Send Using Outlook button, the message will be
recorded in the Communications tab. However, only the text written before the button is clicked will
be stored by CRM. Additions and changes made within the Outlook software cannot be traced.
The E-mail Management Server runs outside of a CRM as a windows service. You can find it listed
in Windows by selecting Control Panel | Administrative Tools | Services. When you have the E-Mail
Management Server running, e-mails launched within CRM but written with Outlook are BCCed to
the service’s Mail Manager Server, which files the message in the Communications tab or where
the customizable rules specify. For more information on the differences between inbuilt CRM
functionality and the E-mail Management Server, refer to Introduction to E-mail Management (page
35-1).
The options you select in the E-mail Configuration screen do not affect how you can deal with
incoming e-mails because messages are not delivered directly to the CRM system but to your
chosen mail client. However, if you are running the E-mail Management Server you can forward e-
mails to the Mail Manager Server Filing Address for filing. Alternatively, you can use the File E-mail
option in the CRM plug-in for Outlook or the Document Drop options. For more information on these
options, refer to the relevant sections in the User Guide.
E-mail/SMS Settings
You specify E-mail / SMS settings as follows:
1. Open Administration | E-mail And Documents | E-mail Configuration.
E-mail/SMS setting page
33-2 Sage CRM

3. Once you have completed the fields, select Save.
The following table describes the fields on the E-mail / SMS settings page.
Field Description
Use CRM's Embedded E- Defaults to Yes. This gives access to the Send E-
mail Editor mail button within all Communications tabs. It also
activates the Embedded Editor when the user clicks
on an e-mail hyperlink in CRM.
Allow Send Using Outlook Defaults to Yes. This gives access to the Send
Using Outlook button within the embedded e-mail
editor. Clicking on this button opens an Outlook
window. The Outlook window will take over any
address and text already added within CRM. It will
not take over attachments. These need to be
reattached. The advantage of using this button is
that the e-mail is saved in your Outlook Sent Items.
The disadvantage of using this button with the
standard CRM e-mail functionality, is that any
additional text or addresses added from the e-mail in
Outlook will not be reflected in the CRM E-mail Out
Communication record. This can be handled more
efficiently by combining this feature with E-mail
Management.
Send Mail Using Select from CDONTS/CDOSYS or Internal SMTP.
Send E-mail As HTML Set to Yes, if you want to send HTML e-mails.
Outbound E-mails Should Selecting CRM means that for outbound e-mails,
Be Filed By CRM files the e-mails. The standard CRM outbound
filing is to store a copy of the e-mail in the
communication record saved against the company
or person the e-mail was sent to. Selecting E-Mail
Management Server means that the Mail
Management Server Filing address gets "BCCed"
on all outbound e-mails. The outbound e-mail gets
filed according to the business rules applied to the
BCC e-mail address in the associated script file, or
the rulesets defined in CRM.
Mail Manager Server Filing Type the e-mail address of the mailbox you want E-
Address mail Management to run on. For example,
[email protected].
Mail Manager Server Filing This gets added in between the mailto recipient and
Address Prefix the Mail Manager Server Filing Address for mailto

Chapter 33
Field Description
tags. The default is &bcc=, which puts the Mail

Manager Server Filing Address in the BCC line of
the e-mail.
Outgoing Mail Server Specify the name or the IP address of your mail
(SMTP) server, if you are using Internal SMTP.
SMTP Port Defaults to 25, change only if your E-mail Server

Port differs from 25.
SMTP User Name Enter the User Name for the SMTP server, if your
mail server is using Basic SMTP authentication.
SMTP Password Enter the password for the SMTP server, if your mail
server is using Basic SMTP authentication.
SMS domain name The SMS gateway needed to pick up the messages
from the incoming mail folder of an e-mail server.
The address format it recognizes to send as the
SMS message is <phone number>@<SMS
domain>. For example
[email protected].
SMTP Server For SMS This is the name of the mail server or IP address of
Messaging the machine on which it is installed. This is used to
receive the e-mails to be sent as SMS messages.
Use SMS Features Specify whether you want to use SMS features. You
need to restart the application if you set this field to
Yes.
SMS From Address The SMS From Address is any valid e-mail address .
It is used by the Send SMS workflow action. If this
field is left blank the workflow rule will try to use the
logged on user’s e-mail address. If the logged on
user’s address is not available then the SMS From
Address will not be populated.
Advanced E-mail Management Server Options

You specify Advanced E-mail Management Server Options settings as follows:
1. Open Administration | E-mail and Documents | Advanced E-mail Management Server Options.
The Advanced E-mail Management Server Options page is displayed.
Advanced E-mail Management Server Options page
33-4 Sage CRM

Note: Advanced E-mail Manager functionality is not supported on Windows 2003 Small Business
Server operating system. This is due to known issues with Exchange residing on the same server
as CRM.
The following table describes the fields on the Advanced E-mail Management Server Options page.
Field Description
Manager Logon The logon name of a CRM user who has sufficient
permissions to access information in the database.
For example, the Admin user.
Manager Password The password for the above Admin user.
Debug Set to Yes when you are first setting up and testing
the service. This sends information to a log file in the
CRM install directory by polling the mail server every
20 seconds. Set to No the rest of the time for
improved performance. This polls the mail server
less frequently, and sends less detailed information.
The log file can be accessed from the main system
directory, for example, ...\Program
Files\Sage\CRM\Services\logs. The filename
assigned to it is:
<TODAYS_DATE><INSTALL
NAME>MAILMANAGER.LOG
The script is also sent to the administrator's address
specified on the E-mail Management Server Options
page in Administration | E-mail Management Server
Options. The section where the script failed is
highlighted in the e-mail.
Polling Interval The mail manager runs a number of "services",

which poll their specified mail box at every polling
interval. You can set the polling interval (in minutes)
from this field.
E-mail Status
The E-mail Status screen enables you to check the status of the E-Mail Management Service and
sent e-mails.
To check e-mail status:
l Select Administration | E-mail and Documents | E-mail Status. The E-mail Status screen is
displayed.

Chapter 33
E-mail Status page
l It displays information on:

l Whether the E-mail Manager service is stopped or running.
l The number of outbound e-mails.

l The number of bad e-mails.
33-6 Sage CRM
Chapter 34: Embedded E-Mail Editor
l Understand the scope of the e-mail editor.

l Set e-mail configuration settings.
l Choose a mail delivery method.
l Set up From and Reply To addresses.
l Set up e-mail templates.
l Translate reply and forward header text.
Introduction to Embedded E-mail Editor

The Embedded E-mail Editor functionality enables you to set up and send e-mails to Companies
and People from within CRM, as well as to other CRM users. It also lets you create standard e-mail
templates that you can reuse.
You can send e-mails from any Communication screen. You can send them from My CRM |
Calendar, and you can send them if the Communications tab is selected when you are in the
Person, Company, Lead, Opportunity, Case, or Solution context. You can also send them from the
Solutions Summary page. When you do this, the solution details are automatically included in the e-
mail body, which can be sent directly to the customer who requires the information.
You can also choose whether you want CRM or E-mail Management to handle the way in which
outbound e-mails are sent and how they are stored in the database. E-mail Management is included
in standard CRM functionality. However, it has to be set up and configured, otherwise CRM
handles the e-mails.
Configuration Settings
Before you can begin working with the Embedded E-mail Editor, you need to set up a number of
Configuration options.
To set up the Configuration options:
1. Select Administration | E-mail And Documents | E-mail Configuration. The E-mail/SMS settings
page is displayed.
3. Ensure that the Use CRM’s Embedded E-mail Client field is set to Yes.
4. If you also you want the ability to send e-mails using Microsoft Outlook, set the Allow Send Using
Outlook field to Yes.
5. From the Send Mail Using field, select the method by which you want CRM to send the mails.
Options available are CDONTS/CDOSYS and Internal SMTP.
6. If you want the ability to send e-mails in HTML format, set the Send E-mail As HTML field to Yes.

Chapter 34
7. If E-mail Management is set up, you can select the way in which you want outbound e-mails to be
handled from the Outbound E-mails Should Be Filed By field. The options available are:
l CRM and E-mail Management Server - Selecting this option means that CRM files
outbound e-mails in the database as well as sending them.

l E-mail Management Server - Selecting this option means that CRM will send the e-mail
and BCC the Mail Management Server Filing address. Handling the communication record
then becomes the responsibility of E-mail Management.
Choosing a mail delivery method

When selecting a mail client for handling the transfer of e-mail messages, you have a choice
between Internal SMTP and CDONTS/CDOSYS.
Note: In Windows terminology CDONTS has been replaced by the newer term CDOSYS.
However, the functionality remains basically unchanged from the user’s perspective.
When you select Internal SMTP, you are indicating that CRM acts as the SMTP client to the
Outgoing mail server. This is the simpler of the two options to configure, requiring only that you
specify the IP address of your internal SMTP server and SMTP port name (25) in the relevant fields
in the E-Mail Configuration screen. You should also ensure that port 25 is open and can permit the
transfer of messages.
One of the limitations of the Internal SMTP option is that when you click the Send E-mail button, the
e-mail is always recorded as a sent communication even in cases when the e-mail has not been
dispatched by the mail client. One means of checking whether mails recorded as successfully sent
communications is for users to "cc:" themselves when e-mailing companies and contacts. This
enables them to cross-reference communications with e-mails that have arrived in their mailbox.
As well as requiring users to specify the IP address and SMTP port name, the CDOSYS option
requires administrators to open IIS (available from Windows Control Panel | Administrative Tools).
The CDOSYS settings are accessible by right-clicking the Default SMTP Virtual Server node.
To access CDOSYS settings:
1. Ensure that the service is running (the Start option is greyed out).
2. Select the Properties option to launch the Default SMTP Virtual Server Properties dialog box.
3. In the displayed dialog box select the Delivery tab and click on the Advanced button. The
Advanced Delivery dialog box is displayed.
4. In the Smart Host field, enter the IP address of your SMTP mail server. By setting the Smart Host up
in this way, you are ensuring that copies of sent e-mails can be accessed, thereby providing a
facility for checking whether e-mails were successfully.
34-2 Sage CRM
Specify a Smart Host for a CDOSYS configuration
You can now check if there are problems with e-mail delivery by navigating to
C:\Inetpub\mailroot\badmail and examining the listed files.
Setting E-mail Aliases

You can specify a list of accounts in CRM that can be used for sending e-mails. These accounts
can be restricted to particular users or teams.
For example, the [email protected] e-mail address can be made available only to users in the
Customer Service Team as well as to a number of specified users.
To set up E-mail Aliases:
1. Open Administration | E-mail And Documents | E-mail Aliases.
2. Select the New button. The E-mail Address Options page is displayed.
E-mail Address Options page
3. In the E-mail Address field, enter an e-mail address you want the ability to send e-mails from.
4. Type the display name you want used in the Display Name field. This is the name that the recipient
sees in the From field when the e-mail is delivered.
5. Select the Enabled As A From Address check box to allow e-mails to be sent from the e-mail
address specified above (for example, [email protected]).
6. Select the teams you want to put the restriction on from the Restrict to Teams field. In this example,
selecting Customer Service and Operations means that only users in the Operations and
Customer Service teams can send e-mails from [email protected].
7. You can also select specified people outside of these teams that can send e-mails from this
address by selecting their names from the Restrict To Users field.

Chapter 34
8. Select the Enabled As A Reply To Address check box to allow e-mails from a specified address to
be replied to.
9. From the Restrict To Teams field, select the team or teams you want reply e-mails to be sent to. In
this example, when an e-mail sent to a customer from [email protected] is replied to, the
recipient is the Customer Service team.
10. If you want to specify users outside the Customer Service team to send Reply To mails to, you can
select them from the Restrict To Users field.
Users can send e-mails from the address set up on the From and Reply To E-mail Addresses page.
For more details on sending e-mails, refer to the User Guide.
Setting up E-mail Templates

You can set up E-mail Templates that can be reused, which saves the time and effort involved in
creating e-mails from scratch.
To set up an e-mail template:
1. Select Administration | E-mail and Documents, and select E-mail Templates from the E-mail and
Documents home page.
2. Select the New button to begin creating a new template.
New Templates screen
3. Enter a name for the template in the Template Name field.

4. Selecting an option from the For Entity field allows you to restrict the use of the template to a
specific context. If you select Person, the template is only available when you are in the
communication screen in the Person context. If you plan on including merge fields in the template
body, they must be for the entity you selected. For example, if you want to include the merge field
"#pers_firstname#", Person must be selected from the For Entity field.
5. Select a From address from the selections available to you. Your e-mail address is the default
value. Other options available depend on what entries have been set up and whether you have the
appropriate security rights to use them. For example, if [email protected] has been set up as a
From e-mail address but you do not have the appropriate security rights to the Customer Service
CRM area, the address will not be available.
6. Type the content of the e-mail in the body section. Remember if you want to specify any merge
fields, make sure that you specify the entity to which the merge fields relate from the For Entity field.
34-4 Sage CRM
7. You can format the text you entered with the formatting buttons at the top of the body field. You can
also include HTML content and inline images in the body. For more information on adding HTML
content and inline images to the e-mail body and formatting text, please refer to the Groups chapter
in the User Guide.
l You can attach global documents and local files.
l To attach a global document, use the Search Select Advanced icons to locate the file,
select the file and then select the Upload Attachment button.
l To attach a local file, select the Browse button, navigate to the file, and select the Upload
Attachment button.
8. You can add inline image to the template by browsing to the file and selecting Upload Inline Image.
You must have the Send E-mail As HTML field set to Yes in Administration | E-mail and Documents
| E-mail Configuration to upload an inline image.
9. You can remove the attachment by selecting the Delete button that is displayed once the file is
uploaded.
10. Select the Save button. The new e-mail template is added to the list of currently available templates
and is available for reuse. All of the values and content you entered in the template, including
attachments, are part of the template.
Translating Reply and Forward Header Text

When a user replies to or forwards an e-mail in CRM, the original e-mail body and header
automatically get included in the new e-mail.
E-mail body and header text in reply
There are four translatable templates for this information, with the following caption codes:
l replytemplate
l replytemplatehtml
l forwardtemplate
l forwardtemplatehtml
For more information of changing translations, please refer to Translations (page 11-1).

Chapter 35: E-mail Management
l Get an overview of E-mail Management functionality.

l Run the CRM Mail Management Service Application.
l Set up E-mail Management.
l See a practical example of e-mail management set up.
l Add rulesets to the E-mail service.
l Customize script templates.
l Understand what Objects are deployed in e-mail management.
l Troubleshoot e-mail management.
l Understand the E-mail Address Options Fields.
Introduction to E-mail Management

When enabled, the CRM E-mail Management service runs as a background process on the user’s
workstation and processes inbound and outbound e-mails according to predefined business rules.
The E-Mail Manager functionality is available whether you use CRM’s embedded E-Mail Editor or
Microsoft Outlook to handle outbound mail. It is also available for transferring information from
inbound mails in your Outlook mail box into your CRM system.
The E-mail Management functionality is installed automatically with any CRM installation. E-mail
Management requires the completion of some setup tasks by the System Administrator to enable it
for use.
This section tells you how to setup and customize the E-mail Management functionality.
For information on the basic use of E-mail Management, please refer to "Filing Inbound and
Outbound E-mails" in the User Guide.
Prerequisites (page 35-1)
Standard CRM E-mail (page 35-2)
E-Mail Management Functionality Overview (page 35-2)
How E-mails are Processed (page 35-3)
Prerequisites
The prerequisites for E-mail Management are:
l The CRM Mail Management Service (EWAREEMAILMANAGER.EXE) must be installed. Please
refer to Running the CRM Mail Management Service Application (page 35-3) for more information.

Chapter 35
Standard CRM E-mail

You may choose not to use the E-mail Management functionality. Note: You can still use all of the
following standard CRM e-mail features even if you decide not to make use of E-mail Management,
including
l Use the Embedded E-mail Editor.
l Send e-mails from within CRM to companies and people stored in the CRM database.
l Use the Send E-mail button from the Calendar tab of My CRM and all Communications tabs.
l Click on the hyperlink of any e-mail address in CRM to activate the embedded e-mail editor.
l Use the Send Using Outlook button to open an MS Outlook window, which "takes over" e-mail
recipients already selected within CRM and any content already added using the embedded e-mail
editor.
l Automatically create an "E-mail Out" communication record, which is linked to the customer record.
The communication record includes the e-mail content and attachments.
l Use the embedded e-mail editor in different modes—Split, Normal, and Popup—to suit the way you
work.
l Create, customize, and use different e-mail templates. Templates can include merge fields, such as
#pers_firstname#.
l Set up From and Reply To e-mail addresses, for example [email protected]. In addition, you can
specify which CRM users have rights to use each of the e-mail addresses.
l Send Mass E-mails in HTML format to group recipients.
All you have to do is specify the IP address of your mail server within Administration | E-mail and
Documents | E-mail Configuration in the Outgoing Mail Server field.
E-Mail Management Functionality Overview

If you do choose to use E-mail Management, the following additional functionality is available once
you have completed the setup and customization tasks:
l Send outbound e-mail from within CRM or from outside CRM, for example MS Outlook. The "filing"
of the e-mail is handled by "BCCing" the Mail Manager Server Filing Address, which then follows
the predefined business rules to figure out where to put the e-mail record in CRM.
l Forward inbound e-mails to any mail system, for example in MS Outlook, to the Mail Manager
Server filing address. This automatically files the e-mail with the correct customer record in CRM.
l Save all attachments to filed e-mails in the corresponding CRM record's Library tab.
l Specify multiple e-mail addresses (for example, [email protected]) to handle the filing of different
types of inbound and outbound e-mails.
l Customize the business rules from within CRM, by associating customized rulesets with each e-
mail address.
l Associate each e-mail address with a Script template. A number of templates are supplied with E-
mail Management. These templates can be customized using E-mail Objects described in the
Developer Help.
l From a user's point of view, this means that they can forward or BCC an e-mail to the Mail Manager
Server filing address and to other e-mail addresses, such as [email protected]. In fact, there
does not have to be any user interaction. Any e-mail arriving at one of the e-mail addresses defined
within E-mail Management, will be subjected in CRM to the rules in the associated template and
rulesets.
35-2 Sage CRM
How E-mails are Processed

This section provides an overview of how e-mails are processed when you are using CRM with E-
mail Management.
l The User sends an e-mail to a specified e-mail address, such as [email protected].

l The mailbox is accessed by the CRM Mail Management Service application.
l The service reads each e-mail in the mailbox individually.
For each e-mail read, the following happens:
l The CRM Mail Management Service application reads the custom script into memory and builds
the user defined rulesets if they have been defined in the system.
l The rulesets are inserted into the script file as JavaScript. In the case of E-mail Management, the
rulesets are already built into the COMMUNICATION.JS script that it uses.
l A number of ready-built Objects are passed into the script file, including one to access the e-mail.
l The script is then executed internally from the application and actions are taken on the e-mail. For
example, a new communication may be generated that includes information from the e-mail.
l Attachments are saved in the CRM Library.
l The e-mail is then deleted from the mailbox.
Running the CRM Mail Management Service Application

CRM Mail Management Service is run by the EWAREEMAILMANAGER.EXE. This is installed on
the CRM server by default during installation of CRM. The application service is responsible for
servicing all CRM installs that are set up for E-mail Management. It does not matter on which install
the application is registered from, but once it has been registered it must not be moved from the

Chapter 35
folder that it was registered from. If you have problems starting the service application, you may
need to install it manually.
Note: There should be just one eWareEmailManager.exe on the server.
Installing the Service Application Manually

To manually install the service application:
1. Select Start | Run and type cmd. The DOS prompt window is displayed.
2. Navigate to the folder where the eWareEmailManager.exe file is saved and type
eWareEmailManager /i.
3. Select the Enter button. A pop-up box is displayed to inform you that the application has been
installed successfully.
Uninstalling the Service Application

To uninstall the service application:
1. Select Start | Run and type cmd. The DOS prompt window is displayed.
2. Navigate to the folder where the eWareEmailManager.exe file is saved and type
eWareEmailManager /u.
3. Select the Enter button. A pop-up box is displayed to inform you that the service has been
successfully uninstalled.
How Errors are Processed

The following is a brief overview of how errors are process in E-mail Management.
l Error detection is based on the status of the script after it runs. The E-mail Management application
runs the script and captures the result of the script running.
l If the script fails, the log file will contain the script and the error information to allow debugging for
CRM implementers. The log file can be accessed from the main system directory, for example, ...
\Program Files\Sage\CRM\Services\logs. The section where the script failed is highlighted. The
filename assigned to it is "yyyymmdd<installname>MailManager.log". A new log file is generated
each day. The log is also accessible from the E-mail Management Server Options screen when you
select the View Log Files button.
l External databases may be read and written to via the custom scripting aspect.
l Each mailbox is accessed and controlled by its own thread within the application.
l E-mails that cause the system to fail internally are saved in a rogue e-mail folder, which is located
in ...\Program Files\Sage\CRM\Services\CustomPages\Scripts.
Setting up E-mail Management

The setup tasks for E-mail Management involve:
l Specifying a number of settings in Administration | E-mail & Documents | E-mail Configuration,
including the e-mail address of the mailbox that will handle the filing of outbound e-mails.
l Completing an entry in Administration | E-mail and Documents | E-mail Management Server
Options so that the E-mail Management can run on the above mailbox. Once this is done you can
create entries for other mailboxes you want e-mail manager to run on.
These setup tasks are described in detail in these sections.
35-4 Sage CRM
E-mail Management Configuration Settings (page 35-5)

E-mail Management Server Options (page 35-5)
Working with the Communication Template (page 35-6)
E-mail Out (page 35-6)
E-mail In (page 35-8)
Rules Applied to the E-mail Handling (page 35-10)
E-mail Management Configuration Settings

To change the existing default settings and add new settings:
1. Open Administration | E-mail And Documents | E-mail Configuration. The E-mail/SMS page is
displayed.
3. If you want the E-mail Management Server to file outbound e-mails, ensure that you select E-mail
Management Server from the Outbound E-mails Should Be Filed By field.
4. In the Mail Manager Server Filing Address field, type the e-mail address of the mailbox that you
want outbound e-mails to be sent to. E-mail Management can then run on the mailbox and file the
outbound e-mails. Note: The Mail Manager Server Filing Address needs to be a unique e-mails
address, set up especially for E-mail Management—the mailbox cannot be used for any other
purpose nor can it be a person’s private mailbox.
5. Review the Mail Manager Server Filing Address Prefix. This gets added in between the mailto
recipient and the Mail Manager Server Filing Address for mailto tags. The default is &bcc=, which
puts the Mail Manager Server Filing Address in the BCC line of all e-mails send out from CRM.
7. Open Administration | E-mail and Documents | Advanced E-mail Management Server Options.
The Advanced E-mail Management Server Options page is displayed.
9. Type the logon name of a CRM user who has sufficient permissions to access information in the
database in the Manager Logon field. The Admin user is probably the most appropriate user to
specify in this field.
10. Enter the password for the above Admin user in the Manager Password field.
E-mail Management Server Options

E-mail Management Server Options need to be specified in Administration | E-mail And
Documents | E-mail Management Server Options for each mailbox you want E-mail
Management to run on.
Note: If you want E-mail Management to file outbound e-mails, you need to first specify options for
the "outbound e-mail" mailbox before you set up any other mailboxes. This example shows how to
set up these default mailbox options.
To specify the E-Mail Management Server Options settings for the default mailbox:
1. Open Administration | E-mail And Documents | E-mail Management Server Options.
2. Select the New action button. The E-mail Address Options page is displayed. See E-mail Address
Options Fields (page 35-19) for a description of the fields.

Chapter 35
E-mail Address Options page
3. Complete the fields on the E-mail Address Options page. Please refer to E-mail Address Options
Fields (page 35-19) for more information.
4. Select the Save button. The E-mail Address Options you set up are displayed on a list. You can
continue to set up more addresses in the same way.
A View Log Files button is available so that you can view logging information when the
service is up-and-running.
Additional Steps for MAPI

If you are using the MAPI access method, you need to:
l Open your Services folder and double click on the eWare E-mail Manager service.
l From the eWare E-mail Manager Properties dialog box, select the Log On tab.
l You will notice that the service runs under a local system account by default (for POP). However, for
MAPI you need to set the service to run under a domain account with permissions for all mailboxes
you want E-mail Management to access and run on.
Working with the Communication Template

Once these setup tasks have been completed and assuming you selected the Communication
template, all e-mails sent to the default mailbox you set up are filed in the CRM database as
Communications and all corresponding e-mail attachments are filed in the CRM Library tab. For all
this to happen, the following criteria need to be met:
E-mail Out
l For e-mails sent out from the system, one communication is created, which has a communication
link to each recipient with a match in the database. If no match is found, the e-mail is saved as a
completed communication against the CRM user only.
l The sender must be a valid CRM user, and their e-mail address must be contained in the CRM
database with their user information.
l The specified Mail Manager Server Filing Address should be in the BCC field.
To send an e-mail from a CRM User to a customer:
1. Search for the customer record, and click on the hyperlink of the customer’s Last Name.
2. Click on the hyperlink of the customer’s e-mail address. The E-mail panel is displayed in the lower
half of the page.
35-6 Sage CRM
3. Type in the text of the e-mail.

l If you prefer to use Outlook as your e-mail editor, then select the Send Using Outlook button
before you start typing the e-mail.

l Note: The Mail Manager Server Filing Address, which you defined in the E-mail
Configuration settings, is displayed in the Outlook BCC field. If you are using CRM to create
your e-mail, the Mail Manager Server Filing Address is not visible in the BCC field of the e-
mail, however the mail box will be BCCed, as long as the Outbound E-mails Should Be
Filed By field has been set to E-mail Manager, and the Mail Manager Server Filing Address
has been specified.
l If you do not want the e-mail to be handled by the E-mail Manager or recorded as a
communication, then you need to select the Do Not File As Communication check box
before you send the e-mail.
4. Click the Send button.
This should result in:
l The customer receiving the e-mail.
E-mail received by customer
l The communication being recorded in CRM.
Communication in CRM
Note: It may take a few moments for the communication to appear to display in CRM,
depending on the polling interval set in the Advanced E-mail Management Server Options.
l The Log file being updated with the handling details of the e-mail.

Chapter 35
Log file
E-mail In
l For e-mails received by users and then forwarded to the Mail Manager Server Filing Address, this
e-mail address must be the only address in the To field.
l The original sender's e-mail address must be the first e-mail address contained in the body of the
e-mail that is forwarded to the mailbox. This is because E-mail Management recognizes the first
address in the body as being the original sender's address.
To file an e-mail sent from a customer to a CRM user:
1. Simulate the sending of an e-mail from your test customer account to a test CRM User.
2. Access the mail box of the test CRM User and open the e-mail.
3. Click on the Forward button.
4. Type the Mail Manager Server Filing Address in the To field.
Forwarding the e-mail
Note: E-mail Management will recognize the first e-mail address in the forwarded e-mail, and
file the e-mail with this customer record. If the e-mail address does not appear in the header
or body of the e-mail, or it appears after another e-mail address, then you can type or paste
35-8 Sage CRM
the correct customer e-mail address at the top of the forwarded e-mail to ensure that the e-
mail gets filed correctly.
A communication record is created against the customer record containing details of the e-mail
forwarded from the CRM User.
E-mail In communication
Attachments to E-mails
Attachments to e-mails are stored with the Communication record created by the filing of the
inbound or outbound e-mail.
To file an e-mail with attachments sent from a customer to a CRM user:
1. Simulate the sending of an e-mail with attachments from your test customer account to a test CRM
User.
2. Access the mail box of the test CRM User and open the e-mail.
3. Click on the Forward button.
4. Type the Mail Manager Server Filing Address in the To field.
Forwarding the e-mail with attachments

l A communication record is created against the customer record containing details and attachment
of the e-mail forwarded from the CRM User.
E-mail In communication with attachments
l You can click on the E-mail In icon to review the details of the e-mail and attachments.

Chapter 35
E-mail In with attachments
Rules Applied to the E-mail Handling

l When an e-mail is received in the specified mailbox, the e-mail database table is checked for all
the people associated with the e-mail address.
l If only one person is associated with that e-mail address- even if the e-mail address is used as a
private and business type—a communication is created for that person, which is also associated
with the CRM user.
l If an associated person cannot be found or if multiple people are associated with the address, the
e-mail table is checked for an associated company and a communication is created for that
company. This is also associated with the CRM user.
For more information on the basic use of E-mail Management, please refer to "Filing Inbound and
Outbound E-mails" in the User Guide.
Working with the Support Template

This section works through an example of how E-mail Management can be configured and used to
handle e-mails to suit your particular business needs. CRM provides a special E-mail Management
solution for customer support environments. The solution is based on an existing script,
SUPPORT.JS, which is shipped with CRM. This example illustrates how E-mail Management can
handle e-mails effectively in a customer service environment. It should be noted, however, that E-
mail Management can be configured to handle e-mails in whatever way best suits your company,
using one of the scripts shipped with CRM or using a customized script.
The following example assumes that there is a mailbox on the company's e-mail server called
[email protected]. Customers need to be able to log customer service issues via this mailbox.
Let's assume that you want e-mails to be handled as follows.
If an e-mail is received by [email protected] from a person or company in the CRM database,
you want:
l An auto reply sent to the person or company, which includes a Case ID.
l A Case created and logged for the Customer Service Team.
l Two communications created in the system against the person or company that logged the case.
The first communication should be an E-mail In, to acknowledge the receipt of the e-mail from the
customer and the second, an E-mail Out, to signal the fact that a reply was sent to the person or
company.
If an e-mail is received by [email protected] that already contains a Case ID, you want:
35-10 Sage CRM
l An E-mail In communication created to signal the receipt of the e-mail—there is no need for a case
to be created.
The setup tasks for this scenario involve:
l Specifying and reviewing the settings in Administration | E-mail & Documents | E-mail
Configuration. Please refer to E-mail Management Configuration Settings (page 35-5).
l Set up the e-mail addresses in Administration | E-mail & Documents | E-mail Management Server
Options that you want the E-mail Management Server to run on. This scenario describes how to set
up one, [email protected].
The scenario will then be extended to show how you can further tailor the e-mail handling to suit
more customized business needs by:
l Setting up rulesets and customizing templates associated with the different e-mail addresses.
l Using the E-mail Objects to further customize the template script files—for example, to change the
way in which e-mail attachments are saved.
The following steps are involved:
Adding E-mail Addresses to E-mail Management (page 35-11)
Handling Support E-mails (page 35-12)
Adding Rulesets to the E-mail Service (page 35-13)
Rules Panel Fields (page 35-15)
Adding E-mail Addresses to E-mail Management

This section tells you how to set up E-mail Management to run on the [email protected]
mailbox. Note that you can set up the E-mail Management to run on as many mailboxes as you
wish by repeating the steps outlined below.
To set up E-mail Management to run on [email protected]:
1. Open Administration | E-mail and Documents | E-mail Management Server Options.
2. Select the New action button. The E-mail Address Options page is displayed.
3. Select the Enabled check box to activate the service you are setting up.
4. Enter the e-mail address of the mailbox on which you want this service to run in the E-mail Address
field, for example, [email protected].
5. Type the name of the mail server that the mailbox resides on in the E-mail Server field.
6. Enter the user name required to log onto [email protected] in the E-mail Account Logon field.
7. In the Password field, type the password required to log onto [email protected].
8. Type the e-mail address where mail service messages should be sent in the Administrator e-mail
address field. Service messages are sent when the service starts or if there is a problem with the
service.
9. Select the script file that you want to use to process the e-mail from the Template field. This
example uses the support script file. This file is shipped as part of E-mail Management and allows
you to specify various ways to handle e-mails.
10. In the CRM User field, specify the name of the CRM user that you want all Cases, Communications,
and so on, to be created by.
l The next three fields apply to the default way in which you want e-mails to be filed in the
CRM database. All e-mails in the [email protected] mailbox will be filed according to
these fields by default unless rulesets are created in CRM to file certain e-mails in a
different way to the default settings or if the conditions specified in rulesets are not met.

Chapter 35
l The first two fields are used to specify which User and Team the e-mail will be filed against.
The third field is used to specify what action you want performed on e-mails. Actions you
can select in this customer service example are Create Case, Create Communication, or
Track Case.
11. Leave the Default Ruleset Assigned User field blank for this example because you do not want the
Case or Communication created to be assigned to a specific user.
12. In the Default Ruleset Assigned Team field, specify Customer Service as the team you want the
Case or Communication assigned to.
13. In the Default Ruleset Action field, select Track Case. Selecting Track Case means that e-mails are
filed as Cases and tracked as the cases are progressed. The Track Case action means that most e-
mails will be filed as cases and assigned a Case ID but if the e-mail already contains a Case ID, a
Communication is filed to track the case.
Handling Support E-mails

Once the service is running, e-mails are handled according to the settings you have specified.
The following example illustrates what happens:
1. Kieran O’Toole, a person in the CRM database, sends an e-mail to [email protected] to log a
customer service issue.
E-mail from Customer
2. The following happens as a result of his e-mail being sent to the [email protected] mailbox:
l An auto reply is sent to Kieran to inform him that a case has been logged.
Auto reply sent to Customer
35-12 Sage CRM
l The case can be viewed in the list of cases associated with Kieran O’Toole. It can also be
viewed from Team CRM | Customer Service, because you specified Customer Service in
the Default Ruleset Assigned Team field earlier.
Cases list
3. Two communications are recorded against Kieran, one to acknowledge receipt of his e-mail and
another to signal that an auto reply was sent.
Communications list
The E-mail Out communication is also included in Team CRM | Customer Service.
When Kieran replies to the e-mail he received from [email protected] to say that he has
managed to get the software up and running, an E-mail In communication is recorded against
Kieran and in Team CRM | Customer Service to signal this.
Adding Rulesets to the E-mail Service

Once you have set up a service, you can set up rulesets so that different actions to the default ones
you specified earlier are carried out when certain e-mails are read. You can use the rulesets to
compliment the default actions available on the E-mail Address Options panel in Administration | E-
mail and Documents | E-mail Management Server Options.
For example, let's say you want all e-mails that come into the [email protected] mailbox to be
filed in Team CRM | Customer Service, according to the Track Case action by default. However,
you decide that if any e-mails are from Companies of type Competitor or Industry Analyst, they
should be handled in a different way. You can achieve this outcome by applying a new ruleset to the
[email protected] mailbox. Any number of rulesets may be created, and each ruleset can have
up to three Rules associated with it.
This example illustrates how e-mails from Companies that are either Competitors or Industry
Analysts can be handled by creating new rulesets.
Rulesets are made up of:
l Multiple rules (or "conditions")
l One action to be carried out when the conditions in one or more of the rules are met.

Chapter 35
To add a new ruleset to the service you set up earlier:

1. Open Administration | E-mail and Documents | E-mail Management Server Options.
2. Select the hypertext link of the service.
3. Select the Add Ruleset button to create a new ruleset. The Rules input form is displayed. You can
specify up to three rules on this page.
4. Type a description in the Rule Description field, for example, If company is a Competitor or an
Industry Analyst.
5. To begin specifying the first rule, select Company from the Column Name field on row 1. The
Column Name field lists the columns for which you can define actions.
6. Select Equal To from the Operator field.
7. From the Value field, select Competitor. The options available depend on which column you
selected. The values available for this example are the different Company types in the system.
8. Add a similar rule for Companies of type Industry Analyst, and separate it from the other rule by
selecting "or" from the field between the two rules.
l Separating rules by "and" means that both rules must be true for an action to be performed.
Separating them by "or" means that the action is performed if either of the rules are true.
l Next, on the Action panel, you need to specify an action to be performed if the Rules you
specified are satisfied (if they are not satisfied, the default actions you specified earlier will
be used). You also need to specify a User and a Team to associate with the action.
9. Select Create A Communication from the Action field on the Action panel. This means that if either
of the rules you specified are satisfied, a Communication is created.
10. Select the CRM user that the Communication will be recorded against from the Assigned User field.
In this example, the Communication is created if a rule is satisfied, and it is assigned to Simon
O'Neill, the marketing manager.
11. Select the Team that the Communication will be saved in from the Assigned Team field list. In this
example, the Communication will be assigned to the Marketing Team.
Rules input form
12. There are three other fields on the Rules input form that you may need to complete: the RuleSet
Execution Order, Enabled, and Exit Rule. These are described in detail in the table below.
13. Select the Save button, and select Continue. The new ruleset is added to the current list of rulesets.
35-14 Sage CRM
E-mail Management Server Options page with list of rulesets
14. Select the Add Ruleset button to add additional rulesets or select Continue to return to the list of
services.
Rules Panel Fields

The table below describes the standard fields on the Rules panel.
Field Description
Ruleset Description A brief description of what the ruleset does.
Column Name The database column on which you want the Rule to
act.
Operator The operator, for example, Equal To, Not Equal To.
Value A value that corresponds to the Column Name you

selected.
Rule Execution Order Order in which the Ruleset is executed. For

example, if you have defined three Rulesets, you
may want them performed in a specific order.
Enabled Selecting this check box ensures that the Ruleset is

enabled/turned on.
Exit Rule Selecting this check box means that if this Ruleset
is executed, the action is performed but no other
rulesets are executed.
Customizing Script Templates

Two script templates are provided with E-mail Management:
l COMMUNICATIONS.JS. This script is the script deployed by default once E-mail Management is
set up.
l SUPPORT.JS. This script is used in the above Customer Service Scenario.

Chapter 35
The following three core functions are at the base of the SUPPORT.JS file and are run in the
following order:
1. BeforeMainAction
2. MainAction
3. AfterMainAction
BeforeMainAction and AfterMainAction are declared in the SUPPORT.JS file. MainAction is not
declared. The MainAction function is generated from the rules defined on the Rules input form in
CRM. The function should never be declared in any JavaScript file used with E-mail Management.
If you require any complex functionality, it can be coded into the BeforeMainAction or
AfterMainAction functions.
Note: It is recommended that you use one of the existing scripts provided with CRM, however if
none of the custom scripts are suitable, you may need to write a new script. Any new scripts written
must be implemented in a test environment before they are installed on a live system. Please
contact your Certified CRM Consultant before writing new scripts.
You can use the objects described in the next section to further customize the script templates.
Object Reference
This section provides an overview of what happens once a service is activated using a mailbox,
such as [email protected], and any associated Rulesets.
This section also provides an overview of the Objects deployed within E-mail Management.
1. When the service application is started up it creates an CRM Object and logs onto the system using
registry entries.
2. Using the CRM Object, the service application queries the custom_emailaddress table. This is the
table that holds the information regarding each service for the install.
3. The data is read in and the following takes place:
l The Script file specified is read in.
l Another CRM Object is created and logged onto using the CRM User logon ID.
l Using the e-mail account information, the mailbox is logged onto and the e-mails are read.
An interface object to the e-mail is created. This is called the MsgHandler Object.
4. Using the From address in the e-mail, the database is queried to:
l Check if the e-mail belongs to a user. A UserQuery CRM Query Object is created, which
runs the following script.
SELECT * FROM vUsers WHERE

user_emailaddress = FromAddress
OR
user_mobileemail = FromAddress
l Check if the e-mail belongs to a company. A CompanyQuery CRM Query Object is created,
which runs the following script.
Select * from vCompanyEmail where elink_recordid = comp_

companyid and emai_Emailaddress = FromAddress
35-16 Sage CRM
l Check if the e-mail belongs to a person. A PersonQuery CRM Query Object is created,
which runs the following script.
Select * from vPersonEmail where elink_recordid = pers_

Personid and emai_emailaddress = FromAddress
5. All the Objects mentioned here are passed into the script context and the specified actions are
performed.
You can further customize the features of E-mail Management using the following Objects.
Please refer to the CRM Developer Help for detailed descriptions of the methods and
properties of the objects.
l MsgHandler Object: The MsgHandler Object provides basic access to the Email Object and
functionality for the system. It is the top level object within the scripting. It is passed into the
script at run time.
l Email Object: The Email Object provides access to the e-mail itself through its properties
and methods. This object is passed into the script by default as the Email Object but can
also be accessed from the MsgHandler Object as follows:
myemail = MsgHandler.msg
l AddressList Object: Part of the Email Object, this object provides access to the To, CC and
BCC lists of addresses. You can access this object as follows:
myaddresslist = email.CC;
l MailAddress Object: This object provides access to an individual address from the
AddressList Object. You can return an individual MailAddress object as follows:
myaddress = email.CC.Items(1);
l AttachmentList Object: This object provides access to the e-mail attachments. You can
access this Object as follows:
myAttachmentList = email.Attachments;
l Attachment Object: This object provides access to an individual attachment. You use the
AttachmentList Object's "items" property to access this object.
myAttachment = email.Attachments.Items(1);
Troubleshooting Tips
The following sections provide troubleshooting tips for setting up E-mail Management and making
sure e-mails are being handled to suit your business requirements.
E-mail Mail Management is not Filing Outbound E-mails (page 35-17)
E-mail Management is Creating Two Communications (page 35-18)
CDOSYS is Having Problems Sending E-mails Out (page 35-18)
E-mail Mail Management is not Filing Outbound E-mails

It may happen that although you can send e-mails from CRM, E-mail Management is not filing them
as communications (or cases) in the CRM database. In this situation:

Chapter 35
1. Ensure that you have configured the Mail Manager Filing Address and set a prefix for it in
Administration | E-mail and Documents | E-mail Configuration. Please refer to E-mail Management
Configuration Settings (page 35-5) for more details.
2. Check that you have created an entry for the above E-mail Management Filing Address in
Administration | E-mail and Documents | E-mail Management Server Options. Please refer to E-
mail Management Server Options (page 35-5) for more details.
Having completed Steps 1 and 2 above, outbound e-mail should be getting into the Mail Manager
Filing Address mailbox. To check this:
3. Open the E-mail Management Filing Address entry you checked in Step 2, and unselect the
Enabled check box so that E-mail Management does not run on this mailbox.
4. Send an e-mail from CRM.
5. Check the actual Mail Manager Filing Address mailbox to see if the e-mail has been sent to it.
6. Now re-enable the E-mail Management Filing Address entry by selecting the Enabled check box.
If the E-mail Management is running on the mailbox and reading the e-mails successfully, then the
e-mail you sent out should disappear from the mailbox. If it doesn’t disappear, recheck Step 2
above, specifically the E-mail Account Logon and Password you specified.
7. From Administration | E-mail and Documents | E-mail Configuration set the Debug field to Yes to
switch on debugging.
8. Check the log file (yyyymmdd<installname>MailManager.log) in ...\Program
Files\Sage\CRM\Services\Logs.
If the message "cannot log" is displayed in the file, it means that the E-mail Account Logon and
Password you specified in Step 2 is incorrect.
9. Check the RogueMails folder to make sure that e-mails are being formatted in a way that E-mails
Management can handle. The folder is located in
...\Program Files\Sage\CRM\Services\CustomPages\Scripts\RogueMail
E-mail Management is Creating Two Communications

E-mail Management creating two communications in CRM for each e-mail it files. This
problem typically occurs if you are using the Communication template but you also set the Default
Ruleset Action field in Administration | E-mail and Documents | E-mail Management Server Options
to Create a Communication. Instead, you should set this field to None.
CDOSYS is Having Problems Sending E-mails Out

Difficulties may emerge if you are using CDOSYS to send e-mails out, that is if you selected
CDONTS/CDOSYS from the Send Mail Using field in Administration | E-mail and Documents | E-
mail Configuration. If you are using CDOSYS but your e-mails are not being sent out:
1. Ensure that CDOSYS is installed—sometimes it is not automatically installed with IIS. To do this,
open IIS and check if a Virtual Server folder exists. If it does not, CDOSYS is not installed.
2. Check that CDOSYS is running. To do this, from IIS right-click on the Default SMTP Virtual Server
Folder and select Start.
3. Check to see if there are any e-mails in the CDOSYS e-mails folders. If CDOSYS is working
properly, there should not be any e-mails there.
l E-mails in the BadMail folder mean that e-mails are not getting from the CDOSYS SMTP
(Simple Mail Transfer Protocol) server to the mail server, or they are being bounced back. If
this is the case, you need to open up the e-mails to find the error. Common reasons why
you may find e-mails in the BadMail folder are as follows:
The From address may not be configured for e-mails that are sent as notifications
from CRM. You need to configure the Notify E-mail Name and Notify E-mail Address
35-18 Sage CRM
fields in Administration | Advanced Customization | Workflow. Please refer to

Workflow Customization (page 24-1) for more information.
The To address might not be configured. This is also possible for e-mails that are sent
as notifications or from workflows. You need to check the bad e-mail and work out
where it's coming from. Once you do this you can configure the e-mail address.
l E-mails in the Queue or Pickup folders suggest that CDOSYS may not be running, or e-
mails are not being relayed from the mail server. If this is the case, ensure that the mail
server is configured to relay e-mails from the CRM server.
4. Make sure that CDOSYS can find the mail server. To do this, open IIS Manager, right click on
Default SMTP Server and select Properties | Delivery/Advanced. Type the IP address of the mail
server in the Smart Host field, and restart CDOSYS.
5. Check that the mail server allows relaying. If it doesn’t, then e-mails may be delivered to internal
company mail boxes but not to external ones. The mail server administrator can enable relaying for
you.
E-mail Address Options Fields

Please refer to the table below, for descriptions of the fields on the E-mail Address Options Fields
page.
Field Description
Enabled Enables the e-mail address. Allows you to maintain

a list of multiple addresses, activating and
deactivating them as required. For example
"[email protected]" may be required in the
last month of each quarter, but should not be
available in other months.
Mail Box Access Method Select the method by which you want the mailbox to
be accessed. Options are POP and MAPI.
E-mail Address The e-mail address of the mailbox you want E-mail
Management to run on.
If you are configuring options for the "outbound e-
mail" mailbox, you type the Mail Manager Server
Filing Address in this field (this is the address you
specified in Administration | E-mail and Documents |
E-mail Configuration).
POP Server/MAPI Profile POP

Name The name of the POP server used for incoming mail.
MAPI
The MAPI profile name. You can check this name
(from the CRM server) by right-clicking on the
Microsoft Outlook menu option, selecting Properties
| Show Profiles. The default profile is MS Exchange

Chapter 35
Field Description
Settings.
For example, MS Exchange Settings.
SMTP Server Use this field to specify the name of your SMTP
server if your SMTP server is different to your POP
server. If this field is left blank, E-mail Manager will
use your POP server for outbound mails. The field is
not required for MAPI.
POP3 Port Specify the port that POP3 can use to send e-mails.
SMTP Port Specify the port that SMTP can use to send e-mails.
POP Account Name/MAPI POP

Mailbox Name The user name of the e-mail account.
MAPI
The MAPI mailbox name. You can check this name
(from the CRM server) by right-clicking on the
Microsoft Outlook menu option, selecting Properties
| Show Profiles. Then, ensuring that the MAPI Profile
Name is selected, click on Properties. The mailbox
name is specified in the Mailbox field.
For example, type Mailbox - [email protected].
SMTP User Name Enter the User Name for the SMTP server, if it is
required by the Mail Administrator.
POP/MAPI Password Enter the password for the POP or MAPI server.
SMTP Password Enter the password for the SMTP server, if it is

required by the Mail Administrator.
Administrator E-mail The e-mail address that all service messages are
Address sent to when the service starts or if there is a
problem with the service.
CRM User This is the CRM user considered by E-mail

Management to be the logged on user. For example,
when Cases and Communications are created, this
user is specified as the user who created them.
Template Select the script file that you want to use to process
the e-mail from the Template field. For example,
Communication.
Default Ruleset Assigned The user you want the Case or Communication
User assigned to by default—if the conditions of the rules
are not met or if rules have not been set in CRM.
35-20 Sage CRM
Field Description
Default Ruleset Assigned The team you want the Case or Communication
Team assigned to by default—if the conditions of the rules
are not met or if rules have not been set in CRM.
Default Ruleset Assigned Specify the default action (for example, a Case
Action created, a Communication created, or a Case
tracked) if the conditions of the rules are not met or if
rules have not been set in CRM.
Feedback On Success If selected information on successful e-mails is sent

to the administrator.
Feedback On Failure If selected information on failed e-mails is sent to the

administrator.

Chapter 36: Exchange Integration
l Understand what Sage CRM Exchange Integration is.

l Get an overview of Exchange Integration Architecture.
l Prepare the Exchange Server for integration with Sage CRM.
l Enable the Exchange Server Integration.
l Create a connection to the Exchange Server.
l Understand the Exchange Server Connection fields.
l Enable user mailboxes for synchronization.
l Set Exchange Synchronization options.
l Understand Synchronization Management fields.
l Enable the Exchange synchronization process.
l Optimize the initial synchronization.
l Deploy the Sync Engine remotely.
l Understand what data gets synchronized between CRM and Exchange.
l Understand synchronization errors.
l Work with Exchange Integration logs.
l Install the Outlook Plug-in for Exchange Integration.
What is Sage CRM Exchange Integration?

Sage CRM Exchange Integration is an integration between Sage CRM and the MS Exchange
Server. There is no synchronization to individual Outlook clients. The synchronization runs in the
background and does not require users to trigger synchronization - it continues even when Outlook
clients are closed. Please see Exchange Integration Overview (page 36-3) for more details.
Appointments, Tasks, and Contacts can all be synchronized between Sage CRM and the MS
Exchange Server. This means that the functionality is supported regardless of whether the user is
working in Outlook Web Access, the Outlook client, or via a mobile device that connects to
Exchange. The structure of Communications (Appointments and Tasks) in CRM even supports the
more complex organizer / invitee features of Exchange. Please see What is Synchronized? (page
36-17) for more details.
There is a simple plug-in component which can, but does not have to be, installed on the client
machine. This provides further functionality such as allowing users to file e-mails, and add new
contacts to CRM from the Outlook client. This plug-in can be installed by the user or via an Active
Directory Group Policy MSI install. Please see Installing the Outlook Plug-in for Exchange
Sage CRM Exchange Synchronization requires:

Chapter 36
l MS Exchange Server 2007 SP3 or above, or 2010 SP1 or above.

l Exchange Web Services enabled.
l One Exchange account set up, which uses Impersonation.
Please refer to Preparing the Exchange Server (page 36-3) for more information.
36-2 Sage CRM
Exchange Integration Overview

The MS Exchange environment consists of the Mailbox server and the Exchange Web Services
(EWS) API.
l The Sync Engine communicates with EWS using SOAP over HTTP.
l The Sync Engine communicates with Sage CRM using HTTP (SData and specialized services).
The following diagram gives an overview of the Exchange Integration environment.
Sage CRM Exchange Integration Overview
*: The Sync Engine can be deployed on a remote server.

In multi-server environments, only one single Replication Engine instance should be installed on the
first server in a group.
Preparing the Exchange Server

The following points are a guide to preparing the Exchange Server to ensure Sage CRM Exchange
Integration works correctly.
Please also refer to the latest articles on msdn.microsoft.com for more information.
Configuring Exchange 2007

1. Make sure that you have fulfilled the pre-requisites to configure Exchange Impersonation:
l Ensure CAS (Client Access Server) is enabled on the Exchange server. This performs a
number of functions including exposing the EWS virtual directory.
l Domain Administrator credentials.
l The local computer account for the Client Access server must be a member of the Windows
Authorization Access Group for Exchange Impersonation to work.

Chapter 36
2. Run cmdlets in the Exchange Management Shell.
Get-ExchangeServer | where {$_.IsClientAccessServer -eq

$TRUE} | ForEach-Object {Add-ADPermission -Identity
$_.distinguishedname -User (Get-User -Identity <impersonation
user name here> | select-object).identity -extendedRight ms-
Exch-EPI-Impersonation}
Get-ExchangeServer | where {$_.IsClientAccessServer -eq

$TRUE} | ForEach-Object {Add-ADPermission -Identity
$_.distinguishedname -User (Get-User -Identity <impersonation
user name here> | select-object).identity -extendedRight ms-
Exch-EPI-May-Impersonate}
3. Using Outlook Web Access, log on as the impersonated user account to initialize.
4. Set the EWS virtual directory Authentication to the following settings:
Anonymous Authentication: Disabled

ASP.NET Impersonation: Disabled
Basic Authentication: Enabled
Digest Authentication: Disabled
Forms Authentication: Disabled
Windows Authentication: Disabled
Configuring Exchange 2010

1. Make sure that you have fulfilled the pre-requisites to configure Exchange Impersonation:
l Ensure CAS (Client Access Server) is enabled on the Exchange server. This performs a
number of functions including exposing the EWS virtual directory.
l Domain Administrator credentials, or other credentials with the permission to create and
assign roles and scopes.
l Remote PowerShell installed on the computer from which you run the commands.
2. Run cmdlets in the Exchange Management Shell.
New-ManagementRoleAssignment –Name:<any name> –

Role:ApplicationImpersonation –User:<impersonation user name
here>
3. Using Outlook Web Access, log on as the impersonated user account to initialize.
4. Set the EWS virtual directory Authentication to the following settings:
Anonymous Authentication: Enabled

ASP.NET Impersonation: Disabled
Basic Authentication: Enabled
Digest Authentication: Disabled
Forms Authentication: Disabled
Windows Authentication: Disabled
36-4 Sage CRM
Enabling Exchange Server Integration

To enable Exchange Server Integration:
1. From Administration | System | System Behavior, and click the Change button.
2. Set the Use Exchange Server Integration field to Yes. Note: Once this is set to Yes, it is not
recommended to switch it back to No (which re-enables the Classic Outlook Integration feature)
unless under guidance from a Sage CRM support professional.
3. Click Save. A new option menu option called Exchange Server Integration is available from
Administration | E-mail and Documents.
Enabling Exchange Server Integration also results in the following changes to other areas of Sage
CRM:
l In Administration | Users | User Configuration, all Classic Outlook Integration plug-in fields are
no longer visible. Please refer to User Settings (page 8-1) for more details.
l In My CRM | Preferences, the Install / Re-install CRM Outlook Integration button and the Full
Menu In Outlook field, are no longer available.
l Classic Outlook Integration and Exchange Integration cannot be used simultaneously. Any user
who tries to work with the Classic Outlook Integration plug-in to connect to Sage CRM, receives an
error message.
l In Administration | Users | Users, two new fields are displayed: Synchronize With Exchange
Server (read-only check box), and Show Exchange Server Integration Logs. Please refer to User
Panel Fields (page 3-3) for more information.
l Records linked to Outlook clients via Classic Outlook Integration will no longer be synchronized.
Creating a Connection to the Exchange Server

To create a connection to the Exchange Server:
1. Select Administration | E-mail and Documents | Exchange Server Integration | Connection

Management, and click New.
Connection Management page
2. Enter the Exchange Web Services URL, Domain, and Password for an Exchange Server
Impersonated User, and the CRM User Name of the CRM user, used to communicate between
CRM and the Synch Engine. This must be a CRM user with full Administrator rights. All fields on
this page are described in Exchange Server Connection Fields (page 36-6).

Chapter 36
Note: If you choose to deploy the Sync Engine remotely, and select No in the Use Default
Sync Engine Location field, an additional check list screen is displayed before the
connection is attempted. Read and confirm the check boxes, or return to the Connection
Management page by selecting Cancel. Please refer to Deploying the Exchange Sync
Engine on a Remote Server (page 36-15) for more information.
3. Click Save. The progress on the connection status is displayed on-screen. A message is displayed
once the connection has been successfully established.
4. Select Continue. The Exchange Server Connection and User Mailbox Management tabs are
displayed.
Note: The Exchange Integration is not yet enabled for synchronization. Before the synchronization
process is enabled, you should first select the user mailboxes that you want to enable for
synchronization, and review the synchronization options.
Troubleshooting Connection Problems

If a connection to the Exchange Server was not established, it is most likely due to one of the
following reasons:
l No Impersonation rights. The Exchange Server User Name specified in the Exchange Server
Connection Setting requires Impersonation rights in Exchange. To rectify, check the user rights in
Exchange.
l Cannot access EWS URL. If the EWS URL cannot be accessed, the connection cannot be set up.
Paste the EWS URL into a browser and check it can be accessed using the impersonated user’s
username and password.
l jdbc.properties or syncengine.properties contain incorrect server or port information. The
jdbc.properties file contains the wrong server name or port number, or the syncengine.properties
file contains the wrong server name. These files are typically located in ..\Program Files\Sage\CRM\
[installname]\tomcat\webapps\[installname]ExchangeSyncEngine\WEB-INF.
l Tomcat is not running. The Apache Tomcat service is required for the Exchange connection to be
established, and for the synchronization engine to run. If the Tomcat service is not running, you
usually also get errors in other areas of CRM reliant on this service - for example, the Interactive
Dashboard. Restart the Tomcat service if it has stopped.
l Wrong authentication settings on EWS folder. If the EWS folder in IIS on the Exchange server has
the wrong authentication settings, the connection cannot be set up. Please refer to Preparing the
Exchange Server (page 36-3) for more information.
Exchange Server Connection Fields
Field Description
Exchange Web Service Enter the Exchange Web Services (EWS) URL of
URL the Exchange Server. Http and Https are supported.
For example, https://myserver/ews/exchange.asmx
Exchange Server User User name of a Windows Exchange Server mailbox,

Name that has access to the mailboxes at the EWS
endpoint (the Exchange Server as exposed by the
36-6 Sage CRM
Field Description
Exchange Web Services API), that you want to sync

with.
Domain Windows domain of the Exchange Server account

specified above.
Password Password of the Exchange Server account specified

above.
CRM User Name User name of the CRM user, used to communicate

between CRM and the Synch Engine. This must be
a CRM user with full Administrator rights.
Use Default Sync Engine Once the connection is saved and established, the
Location Sync Engine is deployed by default in the Program
Files\ Sage\CRM\[install name]\Tomcat\Webapps
directory of the CRM install. If you want to deploy
the Sync Engine in an alternative location, select
No. See Deploying the Exchange Sync Engine on a
Remote Server (page 36-15) for more information.
Sync Engine Location Only displayed if No was selected in Use Default

Sync Engine Location. Enter the SData URL of the
remotely deployed server.
Outlook Plug-in Version Read-only field. Displays the version of the Outlook
Plug-in for Exchange Integration.
Allow Users to Manually Set to Yes, users can install the Outlook plug-in by
Install Plug-in selecting the Install Outlook Plug-in for Exchange
Integration button from My CRM | Preferences. The
button displays for all users, who have been set up
to synchronize with Exchange.
Set to No if you do not want users to have access to
this button. The plug-in can also be distributed by via
MSI/Active Directory Group Policy. Please see
Installing the Outlook Plug-in for Exchange
Allow Non-Organizers to Set to Yes, all users (with the appropriate

Edit Linked Organizer security/territory rights) can edit CRM appointments,
Appointments which are linked to appointments in the organizer
mailbox - even if they are not the organizer.
Set to No, only the (Exchange) organizer of the
appointment can edit the appointment in CRM.
Logging Level Set to: Errors; Skipped Items and Conflicts;

Errors Only (default); Full Logging (all errors,

Chapter 36
Field Description
skipped items, conflicts, and all other logging

regarding the sync is written to the log files); or No
Logging.
The log files are saved in: ..\Program
Files\Sage\CRM\[Install Name]\Logs\Exchange
Integration
They can also be accessed from Administration | E-
mail and Documents | Exchange Integration |
Logging. If a user has been enabled to view their own
log files, they can be accessed from My CRM |
Exchange Integration Logs.
Please refer to Working with Exchange Integration
Logs (page 36-25) for more information.
Enabling User Mailboxes for Synchronization

It is strongly advised that all CRM users are enabled for Exchange synchronization to ensure that
the integration is seamless.
To enable user mailboxes for Exchange synchronization:
1. Select the User Mailbox Management tab from Administration | E-mail and Documents |
Exchange Integration | Connection Management. A list of all CRM users (excluding Disabled,
Deleted, Resource users, or any users without an e-mail address) is displayed.
2. Click Change. This button is not available if the synchronization process is already enabled. The
synchronization must be disabled to edit the User Mailbox Management check boxes.
3. Select the check boxes in the Synchronize column next to user mailboxes, which you want to
synchronize with Exchange. Note: No synchronization takes place until the synchronization is
enabled.
4. Select Save. The Sync Engine checks that the selected users can be connected to via the
Impersonated User. Where a connection to a mailbox is successful, an Enabled icon is displayed in
the Synchronization column.
User Mailbox Management page
If a connection to a mailbox is unsuccessful for any reason, a Failed "x" icon is displayed in the
Synchronization column. Note: If two different e-mail addresses in CRM map to one primary e-mail
address in Exchange, then the first user should connect successfully, but the second user will
display as failed. Further information on any failed connections can be viewed in the log files.
36-8 Sage CRM
Note: Syncing with mailboxes that have been exposed to an Exchange Server via Federated Trust
is not supported for 7.1.
Setting Exchange Synchronization Options

To change the default Sync Options on the Synchronization Management page:
1. From Administration | E-mail and Documents | Exchange Server Integration | Synchronization
Management, select the Change button. Note: The Connection Status must be disabled to make
changes to these options. Select the Disable button if you need to make changes to these settings
and the connection is currently enabled.
Exchange Synchronization Options
2. Change the settings you need to. All fields are described in Synchronization Management Fields
(page 36-9).
3. Click Save.
4. If you have finished making changes, select Enable to start the synchronization process. If you want
to make any other changes, such as enabling further user mailboxes, then leave the status as
Disabled until those changes are complete.
Synchronization Management Fields

All Synchronization Management fields are global and apply to all mailboxes involved in the
synchronization. All fields on the Status panel are read-only.
Field Description
Exchange Web Displays Exchange Web Services URL, entered when setting up
Service URL the connection to the Exchange Server.
Connection Displays Disabled or Enabled. Displays Disabled when a

Status connection is first set up, or if the connection has been
temporarily disabled - for example, when more user mailboxes
are being enabled for synchronization.
Current Sync Displays blank (when connection is disabled), In Progress - once

State the synchronization is enabled and underway, and Waiting to
Sync - when the synchronization is enabled but not currently

Chapter 36
Field Description
taking place - for example, a synchronization has just finished

and another is due in 5 minutes.
Last Sync Displays the success/fail status of the most recent

Status synchronization.
Blank - if the connection has never been enabled, or a
synchronization is currently under way.
Success - if no errors were encountered during the last
synchronization.
Fail - if the number or standard errors encountered during the last
synchronization is greater than the Max Errors Allowed value
defined in the Sync Options panel, or if a fatal error was
encountered. Please refer to Understanding Synchronization
Errors (page 36-23) for more information on error types.
Success with Errors - if the number of standard errors
encountered in the last sync is less than or equal to the Max
Errors Allowed value.
Interrupted - if you disabled the synchronization process while it
was in progress.
Last Sync Date/time that the most recent sync started.

Time
Next Sync Date/time of the next scheduled sync. This is the time that the
Time last Sync finished + the Sync Interval (minutes).
Errors in Last Displays the total number or errors in the last sync.
Sync
Conflicts in Displays the number of conflicts in the last sync (regardless of

Last Sync the selected logging level).
Skipped Items Displays the total number of skipped items in the last sync
in Last Sync (regardless of the selected logging level).
Sync Select from Yes (default), or No.

Appointments Please refer to Appointments (page 36-20) for more information
on which fields get synchronized, and What is Synchronized?
(page 36-17) for an overview of the business rules.
Sync Tasks Select from Yes (default) or No.

Please refer to Tasks (page 36-22) for more information on which
fields get synchronized, and What is Synchronized? (page 36-17)
for an overview of the business rules.
Sync Contacts Set to Yes or No. When set to Yes, the contacts sync as per the
sync direction defined in Contact Sync Direction. When set to
36-10 Sage CRM
Field Description
No, contacts never sync, and there are no Add/View Contact

buttons in the Outlook plug-in for Exchange Integration.
Please refer to Contacts (page 36-18) for more information on
which fields get synchronized, and What is Synchronized? (page
36-17) for an overview of the business rules.
Appointment Select from Bidirectional (default), Exchange to CRM Only, or

Sync Direction CRM to Exchange Only.
This field is disabled if the Sync Appointments ending in the
last field is set to Never Sync.
Task Sync Select from Bidirectional (default), Exchange to CRM Only, or

Direction CRM to Exchange Only.
This field is disabled if the Sync Tasks modified in the last
field is set to Never Sync.
Contact Sync Select from Bidirectional, or CRM to Exchange Only.

Direction This field is disabled if the Sync Contacts field is set to No.
Note: There is no Exchange to CRM Only option, as "un-linked"
Exchange contacts are never synched to CRM. Please refer to
What is Synchronized? (page 36-17) for an overview of the
business rules.
Appointment Select from Most Recent Update Wins (default), Exchange

Conflicts Always Wins, or CRM Always Wins.
If there is a duplicate or conflict on an appointment record, this
setting determines which update "wins".
This field is disabled if the Appointment Sync Direction is set to
one-way (either Exchange to CRM Only or CRM to Exchange
Only), or if the Sync Appointments Ending in the last field is set
to Never Sync.
Task Conflicts Select from Most Recent Update Wins (default), Exchange
Always Wins, or CRM Always Wins.
If there is a duplicate or conflict on a task record, this setting
determines which update "wins".
This field is disabled if the Task Sync Direction is set to one-way
(either Exchange to CRM Only or CRM to Exchange Only), or if
the Sync Tasks Modified in the last field is set to Never Sync.
Contact Select from Most Recent Update Wins (default), Exchange

Conflicts Always Wins, or CRM Always Wins.
If there is a duplicate or conflict on a contact record, this setting
determines which update "wins".
This field is disabled if the Contact Sync Direction is set to one-
way (CRM to Exchange Only), or if the Sync Contacts field is set

Chapter 36
Field Description
to No.
Archived Appointments deleted in Exchange, either deliberately or as a

Appointment result of archiving, are received by CRM as delete requests. It is
Policy (days) not desirable to delete the appointments in CRM just because
they are archived by Exchange, therefore this field can be set to
a level, beyond which, it is likely that the appointment has been
deleted due to archiving.
The default value is 180. This field is disabled if the Appointment
Sync Direction is set to CRM to Exchange Only. If a delete
request comes through from Exchange on an appointment where
the End Date is, for example,180 days or older, the appointment
is not deleted, but the link to Exchange is. If the appointment is
deleted in Exchange and the End Date is within 180 days, then
the appointment is deleted in CRM.
Note: Zero and blank values are permitted, but not
recommended. If this field is set to 0, then every delete request
that comes from Exchange to CRM for a link appointment is
handled as described above (i.e. only the link is broken, no
deletion takes place). If the field is set as blank, then every
delete request from Exchange, regardless of its age, will delete
the whole appointment in CRM, not just the link.
Archived As above, but applies to the whole series of recurring

Recurring appointments. It is based on the End Date of the last occurrence
Appointment in the series.
Policy (days)
Archived Task As per Archived Appointment Policy above, but applies to Tasks.
Policy (days) The task Last Modified date is used (instead of the End Date) to
calculate whether to delete or break the link.
Sync Interval Set the number of minutes after the end of the last sync, when
(minutes) the next sync starts. Defaults to 5.
For example, if the last sync finished at 09:07, the next starts at
09:12. Zero can be entered in this field. This means the next sync
starts as soon as the last sync ends.
Response Number of seconds, which CRM waits for a response from either
Timeout the Exchange Web Services endpoint or the Sync Engine. Once
(seconds) this limit is exceeded,this is treated as a fatal error. Please refer
to Understanding Synchronization Errors (page 36-23) for more
information on error types.
Defaults to 300. If timeouts are experienced for the first
synchronization, it is recommended this is increased for the first
sync, and then dropped down again. If subsequent syncs result
36-12 Sage CRM
Field Description
in timeouts, this may need to be increased for normal operation to

suit your environment.
Please also refer to Optimizing the Initial Synchronization (page
36-14) for more information on the initial sync.
Max Errors Set the number of standard errors allowed before the sync fails.
Allowed Defaults to 100.
Include CRM Set to Yes (default) or No.

Info in Body Set to Yes if you want the top content (related company and
person) of an appointment to be displayed in the body of the
appointment in Exchange. It may not be desirable for External
Attendees to receive this information, in which case, it can be set
to No (or customized - see note below). The setting does not
apply to tasks. The information is always included in tasks.
Note: The content of the CRM Info, which appears in the body
can be customized via Administration | Translations (caption
code OTL_AppointmentDetails, OTL_TaskDetails).
The field is disabled if Sync Appointments ending in the last field
is set to Never Sync.
Expand Set to Yes, a meeting invitation or appointment scheduled for a

Distribution distribution list in Exchange, for example, BillingTeam,
Lists synchronizes to CRM as an appointment for each member of the
BillingTeam.
Enabling Exchange Synchronization

To enable the synchronization process:
l From Administration | E-mail and Documents | Exchange Server Integration | Synchronization

Management, select the Enable button.
The Current Sync State field changes to In Progress. Once the synchronization has completed,
the other Sync Status fields are updated, and the Sync Status then changes to Waiting before the
next sync is due. You may need to click on another page and return to the Synchronization
Management page to refresh the screen. Please refer to Synchronization Management Fields (page
36-9) for more information on these fields.
The Enable button toggles to Disable. To disable the synchronization process, click on this button.

Chapter 36
Optimizing the Initial Synchronization
Overview
The first sync between Sage CRM and user mailboxes will take longer than any subsequent syncs
for the following reasons:
l Data has not yet synchronized from one system to the other and therefore the volume of data to
synchronize is greater.
l The sync engine’s deduplication process is going to be more active since there is a higher
possibility that records exist in CRM which also exist in Exchange. For example both Exchange and
CRM were, in the past, both used for calendar management but independently of each other. This
means that, for example, William Dolan frequently created appointments in Outlook (Exchange)
and then also created the same appointments in the CRM system.
Note: Since large volumes of data will be transferred during initial syncs, it is strongly advised that
all initial syncs be performed during CRM and Exchange downtime, for example, outside of core
office hours.
Assuming that Appointments, Tasks and Contacts are all set to synchronize bi-directionally then
on the initial sync between Sage CRM and Exchange, the sync engine will do the following:
From Exchange to CRM
l Sync appointments/meetings where the appointment End Date/Time is within the last 14 days (from
when the initial sync was started) or where the appointment End Date/Time is at any point in the
future (from when the initial sync was started).
l Sync all occurrences of recurring appointments/meetings where the End Date/Time of the
recurrence pattern is within the last 14 days (from when the initial sync was started) or where the
End Date/Time of the recurrence pattern is at any point in the future (from when the initial sync was
started).
l Sync tasks that have been modified/created within the last 14 days (from when the initial sync was
started).
From CRM to Exchange

l Sync appointments/meetings, that are not yet linked, where the appointment End Date/Time is
within the last 14 days (from when the initial sync was started) or where the appointment End
Date/Time is at any point in the future (from when the initial sync was started).
l Sync all occurrences of recurring appointments/meetings, that are not yet linked, where the End
Date/Time of the recurrence pattern is within the last 14 days (from when the initial sync was
started) or where the End Date/Time of the recurrence pattern is at any point in the future (from
when the initial sync was started).
l Sync tasks. that are not yet linked, that have been modified/created within the last 14 days (from
when the initial sync was started).
l Sync contacts from the MyCRM | Contacts list for the users that have been flagged to sync.
Initial Sync Completion Time

The time it will take to complete an initial sync is dependent on a variety of factors such as:
36-14 Sage CRM
l The number of user mailboxes being synchronized

l The volume of data being synchronized
l The sync direction for each entity being synchronized
l The number of potential duplicates detected by the sync engine
l The size/complexity of the CRM database
l The hardware specifications of the CRM Server and the Exchange Server
If you have large volumes of data and user mailboxes, you could consider a staggered approach to
the initial synchronization. This is outlined in an example with 210 users in the next section. Note:
For more information on initial synchronization, please check the latest release notes and
community articles.
Staggered Process for the Initial Synchronization of Large Data Volumes

For example, if there are 210 user mailboxes to be synchronized, a staggered approach to the initial
synchronization, 30 mailboxes at a time, could be carried out as follows:
1. Flag users 1-30 to sync and enable the connection for syncing. In other words, trigger an initial
sync for these 30 users only.
2. Once the initial sync for these 30 users has completed, disable the sync and return to the User
Mailbox Management grid.
3. Now flag users 31 – 60 for syncing. This means that users 1 – 60 are all now flagged to sync with
Exchange however an initial sync has already been performed for users 1 – 30.
4. Re-enable the sync from the Synchronization Management area. This will trigger an initial sync for
users 31 – 60 and a subsequent sync for users 1 – 30.
5. Once this sync has completed for the 60 users that have been flagged, disable the sync and return
to the User Mailbox Management grid.
6. Now flag users 61 – 90 for syncing. This means that users 1 – 90 are all now flagged to sync with
Exchange however an initial sync has already been performed for users 1 – 60.
7. Re-enable the sync from the Synchronization Management area. This will trigger an initial sync for
users 61 – 90 and a subsequent sync for users 1 – 60.
8. Once this sync has completed for the 90 users that have been flagged, disable the sync and return
to the User Mailbox Management grid.
Deploying the Exchange Sync Engine on a Remote Server

If you want to deploy the Exchange Sync Engine on a remote server (i.e. on a different machine to
the CRM server), then before you create a new connection, there are a number of steps you have to
carry out. In summary these are:
l Copy the Sync Engine files to a Tomcat Server.

l Start Tomcat on the Sync Engine Server.
l Start the Sync Engine Web App.
l Manually configure the Sync Engine.
A check list screen prompts you to confirm that these tasks have been completed before the new
connection is established.
To install the Sync Engine on a remote server:

Chapter 36
1. Install Tomcat on the remote server.

2. Download the following files: jre-6u22-windows-x64 and apache-tomcat-6.0.29. For all further
steps, it is assumed that Tomcat is correctly installed on the remote server.
3. Stop the Apache Tomcat Service on the CRM server.
4. Still on the CRM server, select:
l the folder, [Install Name]ExchangeSyncEngine,
l and the file, [Install Name]ExchangeSyncEngine.war
5. Move this folder and file from the CRM server location:
l \Program Files\Sage\CRM\[Install Name]\tomcat\webapps\
to
l Tomcat on the remote server. For example

\\sync_engine_machine ..\Program Files\Apache Software Foundation\Tomcat
6.0\webapps
6. Start the Apache Tomcat service on the CRM server.

7. On the remote server, check that webapps\[Install Name]ExchangeSyncEngine\WEB-
INF\jdbc.properties contains valid parameters for connection to the database.
8. On the remote server, check that webapps\[Install Name]ExchangeSyncEngine\WEB-
INF\syncengine.properties contains valid parameters for a connection to the CRM endpoint. For
example:
l syncengine.configurationurl=http://2K8X64CRMX86001/sdata/crmj
9. Restart the Apache Tomcat service on the remote server (required when the properties have been
changed).
10. Install the rewriter module, so that CRM can access the CRMRewriter. To do this:
a. Copy the CRMRewriter folder from the CRM server (..Program
Files\Sage\CRM\Services\IISUtils) to the remote server.
b. On the remote server, add an sdata application to IIS, which points to the CRMRewriter
folder.
c. Edit the CRM.Rewriter.rules file as follows:
o Remove all lines except the line containing: RewriteRule ^(/sdata/test.html)
/sdata/Default.aspx?r=$1 [R,NC] and, for example, RewriteRule ^/sdata/[install
name]ExchangeSyncEngine/(.*)$ http://[remote server name]:10009/[install name]
ExchangeSyncEngine/$1?%{QUERY_STRING} [P]
o Change the line: RewriteRule ^/sdata/[install name]ExchangeSyncEngine/(.*)$
http://pl-crm70-vm:10009/[install name]ExchangeSyncEngine/$1?%{QUERY_
STRING} [P] to match the Exchange Sync Engine folder and port that Tomcat is
using.
d. Restart IIS and check that the rewriter module works. For example, the following URL
should return an unauthorized access page: http://localhost/sdata/[install name]
ExchangeSyncEngine/$service/status.
11. Check that the Sync Engine is visible from the CRM server. For example, the following URL should
return an unauthorized access page: http://<sync engine host
name>/sdata/<appname>ExchangeSyncEngine/$service/status
12. Create a connection to the Exchange Server, using the Sync Engine deployed on the remote
server. These steps are described in Creating a Connection to the Exchange Server (page 36-5).
36-16 Sage CRM
What is Synchronized?
The following rules are a high level guide to the how data gets synchronized between Exchange
and CRM in Exchange Integration.
Synchronization Process
1. The Sync Engine syncs data from Exchange to CRM.
2. CRM performs deduplication and conflict management and records are inserted/updated/deleted
in CRM.
3. The Sync Engine then syncs data from CRM to Exchange.
4. The Sync Engine performs inserts/updates/deletes (and deduplication if CRM to Exchange only) on
the mailboxes.
Note: Only default calendar, task list and contacts folders are synchronized (no sub-folders). If your
Exchange users have data that they do not want to synchronize to CRM, then it is recommended
these items are created in secondary folders.
Appointment Sync Rules

l The organizer copy of Exchange appointment syncs to CRM.
l Appointments in CRM will sync to the organizer's Exchange mailbox.
l A "Send Update" method pushes the organizer’s copy to all invitees as per normal
Exchange/Outlook behavior.
l When the organizer of the appointment is not a CRM user enabled for synchronization, and the
appointment includes invitees who are CRM users enabled for synchronization the
synchronization bases itself on the invitee copies of the appointment, to ensure the calendars of all
the CRM users stay up-to-date. These invitee copies of appointments are called Stub
Appointments.
l CRM appointments, where the organizer is not a CRM sync user, will not be synched to exchange.
l The External attendees feature in CRM communications means that invitees - internal and external
to the CRM database or your own Exchange environment - all receive an Exchange meeting
request.
Task Sync Rules
l Tasks can only ever be owned by one user therefore synchronization occurs between CRM and
the Exchange mailbox of the task owner.
l "Mass" tasks, tasks generated against groups or lists, are not synchronized, and they are not
included in the skipped items log.
Contact Sync Rules
l Contacts are not shared by Exchange mailboxes, but contacts from many mailboxes can be linked
to one person record in CRM.
l Contacts from CRM to Exchange (from My CRM | Contacts list) synchronize seamlessly.
l Contact can be added manually from the Outlook plug-in for Exchange to CRM, using the Add
Contact button.
l Updates/deletes to linked contacts synchronize seamlessly from Exchange to CRM.
The description of these rules is based on the default sync options (Appointments, Tasks, and
linked Contacts are all synchronized in both directions). The sync options can be customized to suit
your organization's implementation. Please refer to Synchronization Management Fields (page 36-
9) for more information.

Chapter 36
Contacts
The following mappings are a guide to the data that gets synchronized in Exchange Integration.
Out- CRM Field (Translation) CRM Field

look/Exchange (Column)
Field
Title Salutation pers_salutation
First First Name pers_firstname
Middle Middle pers_middlename
Last Last Name pers_lastname
Suffix Suffix pers_suffix
Company Company comp_name
Job Title Title pers_title
Web Page Address Website pers_website
Department Department pers_department
E-mail E-mail Address / Business emai_

emailaddress /
link_persemai
E-mail 2 E-mail Address / Private emai_

emailaddress /
link_persemai
Street Split between Address 1, Address 2, addr_address1

Address 3, and Address 4 addr_address2
addr_address3
addr_address4
City City addr_city
State/Province State addr_state
Zip/Postal Code Zip Code addr_postcode
Country/Region Country addr_country
Mailing Address Default Address Check box

CRM to Exchange
sync only. When a
contact syncs
from CRM to
36-18 Sage CRM

Field
Exchange, the
address that is
flagged in CRM as
the default address
results in the
associated
address in
Exchange being
set as the Mailing
Address.
(Phone numbers) Phone / Business Split across phon_

Business countrycode,
phon_areacode,
phon_number,
where the phon_
type = Business.
Business Fax Phone / Fax Split across phon_

countrycode,
phon_areacode,
phon_number,
where the phon_
type = Fax.
Home Phone / Home Split across phon_

countrycode,
phon_areacode,
phon_number,
where the phon_
type = Home.
Mobile Phone / Mobile Split across phon_

countrycode,
phon_areacode,
phon_number,
where the phon_
type = Mobile.
Pager Phone / Pager Split across phon_

countrycode,
phon_areacode,
phon_number,
where the phon_
type = Pager.

Chapter 36
Appointments

Field
Subject Subject comm_subject
Location Location comm_location
Details/Body Details comm_note
Start Time Date/Time comm_datetime
End Time End Time comm_todatetime
All Day Event All day event comm_

isalldayevent
Organizer Organizer comm_organizer
Attendees User / External Attendee comm_userid /

cmli_
externalpersonid
All CRM users
(including
resource users,
but excluding the
organizer), that
have been added
to the appointment
in CRM should
appear as required
attendees on the
appointment in the
organizers
Exchange
mailbox. All
External
Attendees that
have been added
to the appointment
in CRM should
appear as required
attendees on the
appointment in the
36-20 Sage CRM

Field
organizer's
Exchange
mailbox.
All
required/optional
attendees
(organizer
excluded but
including resource
users) that match
CRM users (i.e.
the attendee e-mail
address matches a
CRM user e-mail
address) should
appear as those
CRM users in the
User selection list
on the CRM
appointment
provided that the
Response of the
attendee is
Accepted,
Tentative or
Unknown. The
appointment in
CRM should be
linked to these
CRM users.
Any attendees
(that match CRM
users) whose
Response is
"Declined" should
not be present on
the appointment in
CRM at all.
Private Private comm_private
Importance Priority comm_priority

Chapter 36

Field
Reminder Reminder comm_notifydelta
Appended to Appt CRM Info Translation caption

Body code OTL_
Appoint-
mentDetails
Include CRM Info
In Body must be
set to Yes in
Administration | E-
mail and
Documents |
Exchange Server
Integration |
Synchronization
Management.
Occurrence The Exchange master record recurrence pattern/range maps

to the CRM master record recurrence pattern/range.
Tasks

Field
Details/Body Details comm_note
Start Date Start Date/Time comm_todatetime
Due Date Due Date/Time comm_datetime
Owner User comm_userid
Private Private comm_private
Reminder Reminder Date/Time comm_notifytime
Priority Priority comm_priority
Status Status comm_status
36-22 Sage CRM

Field
% Complete Percent Complete comm_

percentcomplete
Date Completed Completed Time comm_

completedtime
Appended to Task CRM Info Translation caption

Body code OTL_
TaskDetails
Task Status
This table summarizes the mapping of Task Status when synching from Exchange to CRM.
Outlook/Exchange CRM
Not Started Pending
In Progress In Progress
Waiting On Someone Else Pending
Deferred Pending
Completed Complete
This table summarizes the mapping of Task Status from CRM to Exchange.
CRM Outlook/Exchange
Pending Not Started
Complete Completed
Cancelled Not Started
Understanding Synchronization Errors

The tables below describe the errors which can come in the synchronization process.

Chapter 36
Standard Errors
Description Diagnosis / Result
Data Sync Error Each failed create/update/delete is added to the overall

Data has been synced error count for a specific sync - regardless of whether
from Exchange to CRM the system attempting to process the
or CRM to Exchange, but create/update/delete was CRM or Exchange.
CRM or Exchange has Each failed create/update/delete is logged (as per the
not been able to process set logging level).
the create/update/delete
for a
con-
tact/task/appointment.
For example, because
non-numeric characters
have been synchronized
to an Integer field.
Cannot Connect to The CRM user mailbox, which could not be connected
Mailbox to is flagged with a red X in the User Mailbox
During the course of a Management list.
synchronization, CRM is The Last Sync column in the User Mailbox
unable to connect to a Management list displays the last time that a sync was
specific Exchange successfully started for that user. CRM will not
Mailbox that has been attempt to re-connect to this mailbox during the current
flagged to synch with sync, but the next one.
CRM. Failure to connect to the mailbox is logged as per the
set logging level.
Fatal Errors
Description Diagnosis / Result
No response from EWS endpoint or For all these scenarios, CRM handles this
CRM Sync Engine within the time as a fatal error and stops all sync activity
specified in Response Timeout for the current synchronization.
Fatal errors are logged as per the set
CRM unable to connect with the
logging level.
EWS URL. For example, due to an
Synchronization is attempted again at the
authentication problem
next scheduled synchronization time.
CRM connected to the Exchange
Server, but not to any of the flagged
mailboxes
CRM unable to connect to the Sync

Engine or vice versa
36-24 Sage CRM
Working with Exchange Integration Logs

Exchange Integration logs can be accessed from Administration | E-mail and Documents |
Exchange Server Integration | Logging.
The logs can be viewed per user (User Log Files), and for all user mailboxes and the whole
configuration (Generic Logs). The logs can also be viewed from the CRM install in ..\Program
Files\Sage\CRM\[install name]\Logs\Exchange Integration.
Users, who have been enabled by the Administrator to do so (from Administration | Users | Users),
can view their own logs in My CRM | Exchange Integration Logs.
The logging level can be set in Administration | E-mail and Documents | Exchange Server
Integration | Connection Management. Please refer to Exchange Server Connection Fields (page
36-6) for more information.
Log File Description
Exchange Contains all activity on the configuration of the Exchange Integration

Con- for any given day including connecting to the Sync Engine,
figuration connecting to the EWS endpoint, and connecting to specific
Log mailboxes.
The file name for this log is [date]ExchangeConfigurationLog.log
Exchange Contains all conflicts for the Exchange Integration for any given day,
Conflicts for all mailboxes involved in a sync that day.
The file name for this log is [date]ExchangeConflictLog.log. Also
available as a user log, User Conflicts - [date][username]_
ConflictLog.log.
Skipped Contains all skipped items encountered when synchronizing from

Items - CRM to Exchange for the Exchange Integration for any given day, for
CRM to all mailboxes involved in a sync that day.
Exchange The file name for this log is [date]
SkippedItemsCRMToExchange.log. Also available as a user log,
User Skipped Items - [date][username]_
SkippedItemsCRMToExchange.log
Skipped Contains all skipped items encountered when synchronizing from

Items - Exchange to CRM for the Exchange Integration for any given day, for
Exchange all mailboxes involved in a sync that day.
to CRM The file name for this log is [date]
SkippedItemsExchangeToCRM.log. Also available as a user log,
User Skipped Items - [date][username]_
SkippedItemsExchangeToCRM.log
Sync Contains all sync activity and sync-related errors for any given day
Activity - for all mailboxes involved in the sync that day when synchronizing
CRM to from CRM to Exchange.

Chapter 36
Log File Description
Exchange The file name for this log is [date]

SyncActivityCRMToExchange.log. Also available as a user log -
[date][username]_SyncActivityCRMToExchange.log
Sync Contains all sync activity and sync-related errors for any given day
Activity - for all mailboxes involved in the sync that day when synchronizing
Exchange from Exchange to CRM.
to CRM The file name for this log is [date]
SyncActivityExchangeToCRM.log. Also available as a user log -
[date][username]_SyncActivityExchangeToCRM.log
Installing the Outlook Plug-in for Exchange Integration

The Outlook Plug-in for Exchange Integration gives users extra features, which can be accessed
from the Outlook client. This includes adding Outlook contacts to CRM from within Outlook, and
filing single or multiple e-mails against the associated contact in CRM.
The plug-in can be installed by:
l Users from My CRM | Preferences. Users must be administrators of their own machines to carry
out this installation. This is described in the Sage CRM User Guide. This option can be
enabled/disabled by the System Administrator from Administration | E-mail and Documents |
Exchange Integration | Connection Management.
l Network Administrators using Active Directory Group Policy for specific machines. No machine
Administrator rights are required.
Note: For users who should not have the plug-in visible, the plug-in can be rolled out via
Active Directory Group Policy for specific machines combined with the distribution of a
registry entry. Please refer to Disabling the Plug-in from the Registry (page 36-27) for more
information.
Roaming profiles are supported for the Outlook plug-in for Exchange Integration. Please refer to
Microsoft knowledge base articles (http://support.microsoft.com) for details on how to set up and
configure roaming profiles on your current environment.
Using Active Directory Group Policy to Install the Outlook Plug-in

for Exchange Integration
A number of components are delivered with the CRM install to enable the Network/Windows
Domain Administrator to deploy the Outlook plug-in for Exchange Integration to users via Active
Directory Group Policy.
Preparing the Active Directory Group Policy Deployment

1. Identify which pre-requisite components you need. The Sage CRM Client Applications.MSI file is
the primary file for the Outlook Plug-in install. However, there are a number of pre-requisite
components required by the plug-in to operate correctly (all components are in: ..\Program
Files\Sage\CRM\[install name]\WWWRoot\Plugin). It is essential that the required components are
36-26 Sage CRM
installed on the individual client machines before the Sage CRM Client Applications.MSI file is
deployed:
l .NET Framework 4. This applies to Office 2007 and Office 2010.
For convenience, the .Net Framework version 4 (dotNetFx40_Client_x86_x64.exe) is

shipped with Sage CRM v7.1. The following Microsoft article describes how this can
be rolled out to client machines:
http://msdn.microsoft.com/library/ee390831%28v=VS.100%29.aspx
l VSTOR. This applies to Office 2007 and Office 2010.

For convenience, the VSTOR executable files have been shipped with Sage CRM
v7.1. For 32 bit Office 2007 or 32-bit Office 2010, vstor40_x86.exe should be
installed. For 64-bit Office 2010 - vstor40_x64.exe should be installed.
l Office PIA. This applies to Office 2007 only
For convenience, the o2007pia.msi file has been shipped with Sage CRM v7.1. This
can be rolled out to client machines via standard MSI Group Policy deployment rules.
Note: Where Outlook 2007 SP2 is being used, it is recommended that the hotfix
described in the following Microsoft Knowledge Base article is installed before deploying
the Sage CRM Client Applications.MSI file: http://support.microsoft.com/kb/976811
2. Roll out the pre-requisite components to the relevant client machines.

3. If you want to roll out the plug-in to specific users, but exclude some users from accessing the plug-
in, where those users are not administrators of their machines - for example in a Citrix/TS
environment - then it is recommended to deploy the plug-in to all relevant machines via Group
Policy. The plug-in can then be suppressed for users, who will log onto those machines, but for
whom the plug-in is not intended. Please refer to Disabling the Plug-in from the Registry (page 36-
4. Set the parameters in the Sage CRM Client Applications.MSI. The Sage CRM Client
Applications.MSI depends on a number of parameters being passed to it. These can be set inside
the installer, using an MSI Table Editor (ORCA), which can be found in the MS Windows SDK
(http://www.microsoft.com/downloads/en/details.aspx?FamilyID=c17ba869-9671-4330-a63e-
1fd44e0e2505&displaylang=en). Please refer to Outlook Plug-in Installer Parameters (page 36-
Installing via Group Policy for Specific Machines

l The install, that is deployed to specific machines via Group Policy, runs in silent mode. The plug-in
is installed when the machine starts up.
l The System Administrator can automatically upgrade the deployed plug-in by using the Redeploy
functionality of Active Directory Group Policy. The upgrade runs in silent mode when the machine
starts up.
l The System Administrator can automatically uninstall the plug-in by using the Remove functionality
of Active Directory Group Policy. The uninstall runs in silent mode when the computer machine
start up.
Disabling the Plug-in from the Registry

To disable the plug-in from the registry of each user, who is not supposed to see or use the plug-in
from the specified machine:

Chapter 36
1. Add the string value “PluginDisabled” to:

HKey_Current_User\Software\Sage\Exchange Outlook Plugin\
2. Set the string value “Y” if the plug-in should not appear in Outlook (on the machine in question) for
the users who have this string value specified.
If this string value is not present in the registry for specific users, or if it is present but its value = “N”
or any other value other than “Y”, then the plug-in should appear in Outlook as normal for those users
who log onto the machine.
This string value can be added to the registry of the machine(s) for specific users (specific HKey_
Current_User registry entries) via Group Policy.
Outlook Plug-in Installer Parameters

Before deploying the Sage CRM Client Applications.MSI via Group Policy, use an ORCA MSI
Table Editor to specify the following parameters and values in the MSI "Property" table.
Note: These parameters only apply to the Outlook Plug-in for Exchange Integration (On-premise) ,
when the plug-in is rolled out using Active Directory Group Policy. They do not apply to the Classic
Outlook Integration plug-in, which cannot be rolled out via this method.
Parameter Value Description
SCRMSERVERNAME Name of This parameter will not be present by

CRM Server default and therefore must be added
to the property table. It must contain
the name of the CRM Server.
SCRMINSTALLNAME Name of This parameter will not be present by

CRM Install default and therefore must be added
to the property table. It must contain
the name of the CRM Install.
SCRMHOSTING 0 or 1 This parameter will not be present by

default and therefore must be added
to the property table. It must be set
to 0 for on-premise installs.
SCRMSERVERPORT 80 Port of CRM Server. Default value =

80. Only change this if 80 is not the
CRM Server Port.
SCRMHTTPS 0 Flag to determine whether the plug-

in should connect using secure
connection (1) or not (0, default).
Only change this if you require the
plug-in to connect to CRM over
HTTPS.
SCRMOF- auto Possible values are auto (default),

FICEVERSION 12 or 14.
36-28 Sage CRM
If the plug-in is being deployed via

Group Policy to a machine(s)
running Outlook 2007, then it is
strongly recommended that the
SCRMOFFICEVERSION value is
always set to 12. For example, if the
plug-in is being deployed to Outlook
2010 and Outlook 2007 machines
then two separate MSI files should
be prepared and deployed. One for
the Outlook 2010 machines (with
either auto or 14 specified for
SCRMOFFICEVERSION) and one
for the Outlook 2007 machines
(where SCRMOFFICEVERSION is
set to 12).
Failure to do this may result in the
plug-in not loading when Outlook
2007 is launched.
SCRMUILANGUAGE US Only change the value of this

parameter if you are sure that every
client machine in receipt of the plug-
in has the same Outlook version
installed. The default value is ‘US’.
This should be set to the default
language of the CRM install (using
the 2 or 3 letter Symbol). The first
time a user uses the plug-in, all plug-
in buttons in Outlook will contain
captions from the CRM default
language. Once the user logs onto
CRM via the plug-in (by filing an e-
mail, for example), all translations
specific to that user's language
preference will be downloaded to the
Outlook machine for that user. The
next time Outlook is launched, all
captions will appear in the user's
preferred language.
SCRMDOMAINNAME CRM domain This parameter is only necessary if

name IIS Autologon is being used. It will
not be present by default and

Chapter 36
therefore must be added to the

property table if IIS Autologon is
being used. It must contain the
name of the domain that CRM is
installed on.
36-30 Sage CRM
Chapter 37: Classic Outlook Integration
l Change Outlook Configuration settings.

l Understand what data gets synchronized between CRM and Outlook.
l Use Data Upload for Outlook contacts.
l Translate Outlook messages.
Changing Classic Outlook Configuration Settings

Classic Outlook Integration is enabled by default. To facilitate smooth interaction between CRM
and Outlook, you should ensure that the IIS (Internet Information Services) properties for the CRM
install are set so that the Authentication Methods specify Anonymous Access on the CRM DLL
virtual directory.
For information on using the Classic Outlook Integration features please refer to the User Guide.
To change the default Outlook configuration settings:
1. Select Administration | Users | User Configuration. The User settings page is displayed.
2. Click the Change button, and update the fields.
3. For a description of all the fields on this page, please refer to User Settings (page 8-1).
4. Select the Save button. The User settings page is displayed with your changes.
Note: Sage CRM Classic Outlook Integration supports e-mail accounts running on Microsoft
Exchange Server MAPI or POP3. Roaming Profiles are not supported.
What is Synchronized? (Classic Outlook Integration)

The following mappings and rules are a guide to the data that gets synchronized between Outlook
and CRM in Classic Outlook Integration.
l Contact information is synchronized between all contacts appearing in the Contacts tab in CRM,
and all contacts already in Outlook with a contact category of CRM Contact. Please refer to
Contacts (Classic Outlook Integration) (page 37-2) for details on the mappings.
l At the first synchronization all recurring appointments, and all appointments which have been
modified in last fourteen days, or which have an end date between the previous 14 days and today,
get synchronized. Please refer to Appointments (Classic Outlook Integration) (page 37-3) for details
on the mappings.
l At subsequent synchronizations all appointments modified since the last synchronization get
synchronized.
l At the first synchronization all tasks which have been modified in last fourteen days, or which have
a status of Pending or In Progress are synchronized. Please refer to Tasks (Classic Outlook
Integration) (page 37-4) and Task Status (Classic Outlook Integration) (page 37-5) for details on the
mappings.
l At subsequent synchronizations all tasks modified since the last synchronization are synchronized.

Chapter 37
Contacts (Classic Outlook Integration)

The following mappings are a guide to the data that gets synchronized between Outlook and CRM
in Classic Outlook Integration.
Outlook CRM (Translation) CRM (Column)
Title Salutation pers_salutation
First First Name pers_firstname
Middle Middle pers_middlename
Last Last Name pers_lastname
Job Title Title pers_title
Company Company Name comp_name. Note that

when Outlook information
is being synched with
CRM the company name
is deduped before any
contact information is
added to CRM.
Street Split between Address addr_address1 addr_

1, Address 2, Address address2 addr_address3
3, and Address 4 addr_address4
City City addr_city
State/Province State addr_state
Zip/Postal Code Zip Code addr_postcode
Country/Region Country addr_country
Business Phone Business Country pers_phonecountrycode

Country/Region
Business Phone Business Area pers_phonareacode

City/Area code
Business Phone Local [Phone/E-mail] pers_phonenumber

number Business
Business Fax Fax Country pers_faxcountrycode

Country/Region
Business Fax City/Area Fax Area pers_faxareacode

code
Business Fax Local [Phone/E-mail] Fax pers_faxnumber
37-2 Sage CRM
number
Home Phone Home Country vPhoneHome.Phon_

Country/Region CountryCode
Home Phone City/Area Home Area vPhoneHome.Phon_

code AreaCode
Home Phone Local Home Number vPhoneHome.Phon_

Number Number
Mobile Phone Mobile Country vPhoneMobile.Phon_

Country/Region CountryCode
Mobile Phone City/Area Mobile Area vPhoneMobile.Phon_

code AreaCode
Mobile Phone Local Mobile Number vPhoneMobile.Phon_

Number Number
E-mail [Phone/E-mail] pers_emailaddress

Business
Web page Website pers_website
Department Department pers_department
Categories [hardcoded in Outlook to CRM Contact. Only updated

in Outlook]
Note: If an Outlook contact address is more than four lines long then the additional lines will be
concatenated into the CRM address line 4.
Appointments (Classic Outlook Integration)

Start Time Date/Time comm_datetime
End Time End Time comm_todatetime
Location Location comm_location
Body Details comm_note

Chapter 37
Importance Priority comm_priority
Organizer Organizer comm_organizer or

user_emailaddress
End of body Company comp_name
End of body Person pers_firstname+pers_

lastname
All Day Event All Day Event in Outlook becomes an All Day Event in
CRM (midnight to 23:59). An All Day Event in CRM
(midnight to 23:59) becomes an All Day Event in
Outlook.
Reminder Reminder comm_notifydelta
Attendee User user_emailaddress
% Complete Percent Complete comm_percentcomplet
Tasks (Classic Outlook Integration)

End time Due Date/Time comm_datetime
Start time Start Date/Time comm_todatetime
Body Details comm_note
Priority Priority comm_priority
Reminder Reminder Date/Time comm_notifydelta
End of body Company comp_name
End of body Person pers_firstname + pers_

lastname
% Complete Percent Complete comm_percentcomplete
37-4 Sage CRM
Customizing Task and Appointment Details (Classic Outlook Integration)

It is possible to customize the CRM details that are added to Tasks and Appointments during
Classic Outlook Integration synchronization. The information can be customized via Administration
| Customization | Translation, using the Caption Family OutlookServerSide and the Caption Codes
OTL_AppointmentDetails and OTL_TaskDetails. Please refer to Translations List Method (page 11-
Task Status (Classic Outlook Integration)

This table summarizes the mapping of Task Status from Outlook to CRM.
From Outlook To CRM
Not Started Pending
Waiting On Someone Else Pending
Deferred Pending
Completed Complete
This table summarizes the mapping of Task Status from CRM to Outlook.
From CRM To Outlook
Pending Not Started
Complete Completed
Cancelled Not Started
What happens when you "Add Contact" to CRM (Classic Outlook

Integration)
When a user selects the Add Contact button in Outlook, the first step is that a dedupe is performed
on the Company name.
l If a company match is detected in CRM, the list of matches is displayed and you select the
company by clicking on it. When you do this, the Person dedupe screen is displayed so that you
can check if the person already exists within that company. If this is a new person, you select the
Person Details button and the Contact is added to the existing company with all of the contact
details described in What is Synchronized? (Classic Outlook Integration) (page 37-1)
l If a company match is not detected, a new company is created and the Company Name field is
completed. The Contact is added to the new company with all of the contact details described in
What is Synchronized? (Classic Outlook Integration) (page 37-1).

Chapter 37
Using Data Upload for Classic Outlook Integration Contacts

If you have a large number of contacts to bring across from Outlook to CRM, you can export the
contacts from Outlook using the Import and Export wizard in Outlook. The next step is to upload the
contacts to CRM using the predefined Outlook Data mappings in the Company and People Data
Upload list.
To import Outlook contacts into CRM using data upload:
1. Select Administration | Data Management | Data Upload.
2. Select the Company radio button.
3. Select the New action button. The Data Upload, Step 1 of 4 page is displayed.
4. Browse to your Outlook contacts MS Excel file.
5. Select Outlook Data from the Select From Existing Mappings field.
Please refer to Data Upload (page 28-1) for information on completing the data upload.
Translating Classic Outlook Integration Messages

All details on screens and messages for Classic Outlook Integration are translatable. The Caption
Family is OutlookPlugin. Please refer to Translations List Method (page 11-3) for more information.
Note: If the System Administrator changes any of these translations, users will need to reinstall the
Outlook plug-in for Classic Outlook Integration to see the changes.
37-6 Sage CRM
Chapter 38: E-marketing Configuration
l Understand how E-marketing works.

l Activate the E-marketing service.
l Understand the E-marketing Account and User fields.
l Add users to the E-marketing account.
l View or upgrade E-marketing account options.
l Edit E-marketing users.
l Edit E-marketing account details.
l Cancel the E-marketing account.
l Re-activate the E-marketing account.

Chapter 38
What is E-marketing?
Sage E-marketing for Sage CRM is an integration with Swiftpage (http://www.swiftpage.com). All E-
marketing activity is initiated from within the Sage CRM user interface.
The following section gives you a behind-the-scenes look at how the integration works.
1. Administrator or Info Manager

user logs on to CRM and
registers for the E-marketing
service.
2. E-marketing account and
users are created on the
Swiftpage server.
3. E-marketing account is
registered on the Swiftpage
server and the E-marketing
functionality is enabled in
CRM.
4. E-marketing user logs on to
CRM and creates an E-
marketing campaign.
5. E-marketing e-mail details are
immediately sent from CRM to
the Swiftpage server.
E-marketing Process diagram
6. The E-marketing e-mail is sent
from the Swiftpage server to
Legend
the recipient group specified
CRM user Interaction by the CRM user.
7. The recipient interaction with
CRM and Swiftpage server the E-marketing e-mail (opens,
interaction clicks, etc.) is returned back to
the Swiftpage server.
Swiftpage server and recipient
8. Once a day, all of the data from
interaction all E-marketing campaigns is
synchronized from Swiftpage
to CRM .
9. The CRM E-marketing user
receives the campaign
analysis data.
Synchronization Times
The CRM Sync time is configured (for all regions) to 23:00 local time.
The Swiftpage Sync time, which collates all of the daily results, completes at 03:00 Mountain Time.
Mountain Time is GMT -6 hrs (Mountain Daylight Time) or -7 hrs (Mountain Standard Time). This
38-2 Sage CRM
includes information about anyone who has "opted out" of receiving E-marketing e-mails from your
company.
Note: This means that it may take up to 48 hrs for the "opt-out" information to reach CRM. For
example (all times GMT), a recipient opts out at 3 PM on the February 20th. Swiftpage collates the
results at 10 AM on February 21st. CRM synchronizes this information back at 11 PM on the
February 21st — 32 hrs after the opt-out occurred.
Users can change the CRM Sync time by editing the SyncEngineConfiguration.xml at ..\Program
Files\Sage\CRM\<installname>\tomcat\webapps\<installname>SPSyncEngine\WEB-INF
The syntax is:
<?xml version="1.0" encoding="UTF-8"?>

<configuration>

<syncStartTimeHour>23</syncStartTimeHour>
<syncStartTimeMinute>0</syncStartTimeMinute>
</configuration>
Note: It is recommended to keep the CRM Sync time outside of office hours.

Chapter 38
Activating the E-marketing Service

E-Marketing Configuration is available in Sage CRM systems, which include the Campaign
Management module.
To access E-marketing Configuration, you must be an Info Manager with E-mail and Template
Rights or a System Administrator. You must also be connected to the Internet.
Note: Working with E-marketing, even on a trial account, requires strict adherence to anti-spam
laws. You must ensure you comply with the US CAN-SPAM Act and your own regional anti-spam
regulations. The essence of most regulation is that e-mail recipients must "opt in" to receiving e-
mail from your company, that you clearly identify yourself, and make it easy for recipients to "opt
out". Useful guidelines and links from Swiftpage can be found here:
http://www.swiftpage.com/deliverability/antispampolicy.htm . More information can also be found in
the Sage CRM User Guide.
To activate the E-marketing service:

1. Select Administration | E-mail and Documents | E-marketing Configuration | Sign up for free E-
marketing trial account. The trial account lets you try out E-mail E-marketing and Drip Marketing
with a low e-mail send limit for the period of the trial.
2. Enter the Account and User details. The Account Name must be unique (to Swiftpage), made up of
alpha-numeric characters, and not contain any spaces. If you decide to purchase the full E-
marketing service, the prices will be quoted and billed in the currency selected here. All the fields
are explained in E-marketing Account and User Fields.
Account and User Details panels
3. Click Continue.
4. Enter the User & Contact and E-mail details. These are required for Swiftpage to comply with US
anti-spam laws. They will be used in standard footers for E-marketing e-mail templates, but can be
modified later. All the fields are explained in E-marketing Account and User Fields.
User & Contact and E-mail Details panels
5. Click Save. The full E-marketing Configuration menu is displayed, and a blue banner giving you
your account status. A verification e-mail is sent to the E-mail Address specified in the User Details
panel.
38-4 Sage CRM
6. Click on the link in the verification e-mail. The Sage E-marketing for Sage CRM Account Setup
page is displayed. Note: Check your Junk E-mail folder if you have not received the e-mail.
7. Read the terms and conditions. Select I accept to continue. The Account Management page is
displayed, which gives you the option to purchase a full Swiftpage account. This can also be done
later.
You can start creating E-marketing campaigns from the Marketing menu button. Please refer to the
User Guide for more details.
E-marketing Account and User Fields

The following table describes the fields on the Account Details, User Details, User & Contact
Details, and E-mail Details panels.
Account Details Panel
Field Description
Account Name E-marketing Account Name. The Account Name

must be unique (to Swiftpage), made up of alpha-
numeric characters, and not contain any spaces.
Account Password Password for the E-marketing Account.
Billing Currency Select currency. This is the currency you will be

quoted and billed in when you purchase the full
Swiftpage service. Note: Once saved, this field
cannot be edited.
User Details Panel
Field Description
User Name User name of the E-marketing user.
Password Select a password for the E-marketing user. This

can be changed by the user (from My CRM | E-
marketing) or by an Administrator. If an
Administrator changes another user's E-marketing
password, the user must log off CRM and back on
again, to activate it and continue working with E-
marketing features. If the user changes their own
password, it is effective immediately.
E-mail Signature Line Maps to the SignOff field in Swiftpage templates.

Should contain sign off phrase such as "Regards," or
"Thanks,". Only available when editing an existing
user.

Chapter 38
Field Description
E-mail Address Type in the e-mail address for the E-marketing user.
When this user sends out e-mails, this will be the
From address. Note: This can be changed by the
user from My CRM | E-marketing User Profile.
User Select from a list of CRM users to map the E-

marketing user to. Only one CRM user can be
mapped to one E-marketing user. The first E-
marketing user - the E-marketing Account
Administrator - must be a full System Administrator
in CRM. All E-marketing users must be at least Info
Managers to work with E-marketing. Note: You can
disable the E-marketing and Drip Marketing User
options on the E-marketing Account Administrator,
so that the E-marketing license can be made
available for a marketing user. This can be done from
Administration | E-mail and Documents | E-
marketing Configuration | Edit Users – as long as
you have a full E-marketing (not trial) account.
Drip Marketing Available when adding a new E-marketing user to an

existing E-marketing Account only. Select to give
the user access to the Marketing | E-marketing |
New Drip Marketing Campaign button (as well as
the E-marketing options described below).
E-marketing Available when adding a new E-marketing user to an

existing E-marketing Account only. Select to give
the user access to the Marketing | E-marketing |
New E-marketing Campaign and Edit E-mail
Templates buttons.
User & Contact Details Panel
Field Description
Full Name Full name of the E-marketing user.
Job Title Job title of the E-marketing user.
Phone Phone number of the E-marketing user.
Company Name Company where the E-marketing user works.
Address First line of the address of the company where the E-

marketing user works.
38-6 Sage CRM
Field Description
Address (optional) Second line of the address of the company where

the E-marketing user works.
City City of the address of the company where the E-

State State of the address of the company where the E-

marketing user works. Mandatory if the Country field
is set to United States.
Postal/Zip Code Post or zip code of the address of the company

where the E-marketing user works. Mandatory if the
Country field is set to United States.
Country Country of the address of the company where the E-

Web Site Web site of the company where the E-marketing

user works.
E-mail Details Panel
Field Description
Copy contact details from Select to copy the details entered in the User
above & Contact Details panel. The information in the E-
mail panel is used in standard e-marketing e-mail
templates, including footer information. This is to
comply with anti-spam regulations.
Company Name Company name used in e-mail templates.
Address First line of address used in e-mail templates.
Address (optional) Second line of address used in e-mail templates.
City City of address used in e-mail templates.
State State of address used in e-mail templates.
Postal/Zip Code Post or zip code of address used in e-mail

templates.
Country Country code of address used in e-mail templates.
Web Site Web site of address used in e-mail templates.
Adding Users to the E-marketing Account

You can add a new user to an existing E-marketing account from either of the following areas:

Chapter 38
l From the E-marketing Configuration area of Administration, by selecting Add a User to the
Account.
l When you are adding a new user to CRM, by selecting the E-marketing User check box in the first
step of the New User wizard. Please refer to New User Setup, Step 1 of 3 (page 3-1) to set up a
new CRM user. The E-marketing Account and User fields are completed as Steps 4 and 5 of user
setup wizard.
To add a new user to the E-marketing account from Administration | E-mail and Documents:
1. Select E-marketing Configuration| Add a User to the Account.
2. Complete the fields on the New E-marketing User Setup, Step 1 of 2, and click Continue.
3. Complete the fields on the New E-marketing User Setup, Step 2 of 2, and click Save. The fields in
Steps 1 and 2 are described in E-marketing Account and User Fields. A verification e-mail is sent
to the new user.
4. To review and edit, for example, the new E-marketing user's Send Allowance, go to Administration
| E-mail and Documents | E-marketing Configuration | Edit Users.
Viewing or Upgrading E-marketing Account Options

To view your current options and then upgrade - for example from a trial to full service:
1. Select Administration | E-mail and Documents | E-marketing Configuration | View Plan Options /
Upgrade. The current service level and options are displayed in a new window.
2. Choose the service level and options you want to purchase, and select Submit.
3. Enter your credit card details, and select Purchase. A warning dialog is displayed for payment
verification purposes.
Purchase confirmation and invoice details are sent to the e-mail address of the main E-marketing
Administrator.
You can set up new users and change purchased e-mail send limit assignments from within CRM.
Please refer to Adding Users to the E-marketing Account (page 38-7) and Editing E-marketing
Users (page 38-8) for more information.
Editing E-marketing Users

To edit existing E-marketing user details:
1. From Administration | E-mail and Documents | E-marketing Configuration, select Edit Users.
Your current Account Limits are displayed in view mode in the top panel. The lower part of the page
shows the list of E-marketing users. Note: All send limits are on a per-day basis, reset once a day
(within a 24-hour period).
Edit Users page
38-8 Sage CRM
2. Click Change to edit the e-mail send allowance allocation and/or the E-marketing settings for all
users in the list. You cannot change the send allowances or E-marketing/Drip Marketing User
check boxes on Trial accounts.
3. To edit settings for a specific user, click on the hyperlink of the user. Please refer to E-marketing
Account and User Fields (page 38-5) more information. E-marketing users can edit their own user
details from My CRM | Preferences | E-marketing User Profile tab. They can view, but not change
their allowance or E-marketing rights.
4. If you change the e-mail address, the verification e-mail is automatically resent. The user must
click on the verification link for the change to take effect. The Resend Verification E-mail button
can be used if the user deleted the first e-mail by mistake before completing the verification
process.
Editing E-marketing Account Details

To edit E-marketing account details:
1. Select Administration | E-mail and Documents | E-marketing Configuration | Edit Account
Details.
2. Click Change.
3. Edit the Account Password field.
4. Click Save.
Cancelling the E-marketing Account

To cancel the E-marketing account:
1. Select Administration | E-mail and Documents | E-marketing Configuration | Cancel the

Account. A new window is opened for you to confirm the step.
Cancel Account confirmation
2. Select Cancel the Account to confirm. The E-marketing Configuration menu changes to display a
Re-activate Account button. To reactivate, follow the on-screen instructions.
Note: If you create a new account, when there are still campaigns associated with an old cancelled
account, then the campaigns associated with the old account will be deleted when the new account
is created.
Re-activating the E-marketing Account

To re-activate the E-marketing account:
1. Select Administration | E-mail and Documents | E-marketing Configuration | Re-activate

Account.

Chapter 38
2. Follow the on-screen instructions.
38-10 Sage CRM
Chapter 39: Document Templates
l Understand factors to consider before working with document templates.

l Understand which mail merge views are used in which context.
l Perform a mail merge.
l Upload an image file.
l Create a new mail merge template.
l Create a new Microsoft Word template.
l Upload a new document template.
l Change an existing Word document template.
l Create a quote or order template.
l Create a label template in Microsoft Word.
l Delete a mail merge template.
l Identify common mail merge errors.
Important things to know before you start

l Mail merge is a server-side process. You do not need Microsoft Word on your client machine in
order to perform a mail merge. However, you will require Microsoft Word or another program that
opens .DOCX files in order to view and print merged documents.
l A number of sample templates are included in a standard install. To check the templates in your
install, go to Administration | E-mail And Documents | Document Templates.
l You can create new Microsoft Word templates and upload them for your users to work with. For
more information, please refer to Creating a New Template in Microsoft Word (page 39-5).
l You can continue to work with existing Microsoft Word templates, however you cannot edit them
"on-the-fly" (part way through the mail merge process).
l Column, section, or line breaks should be removed from existing MS Word templates.
l You must use the Insert | Quick Parts method in Word to add any new merge fields to existing and
new MS Word templates.
l Existing Microsoft Word templates containing nested items - for example, quote and order
templates - will require some modification for the merge to work successfully. Please refer to
Changing an Existing Word Document Template (page 39-6) for more information.These
modifications include adding special <<TableStart>> and <<TableEnd>> tags around the whole
document and around the nested table containing, for example, QuoteItems.
l You can create new templates using Sage CRM's rich text editor. Any new templates you create
will be saved in HTML format. For more information, please refer to Creating a New Template and
Adding Merge Fields (page 39-4). You can add images to these templates, but any images must
first be uploaded to the server.
l Uploaded templates and images will reside in the ..\Library\Global Templates folder on the server.
l Mail merge templates contain Sage CRM merge fields, which are placeholders for information from
the CRM database that are inserted during a merge. For example, the merge field <<comp_

Chapter 39
name>> is replaced by an actual Company name when the merge between the template and the
database data is executed.
l The merge fields that are available to you depend on the context you are in, so you need to make
sure that you start the merge in the correct context. For example, if you want to include merge fields
from the opportunity table, you need to start the merge process from within the context of an
opportunity.
l You should only enter merge fields from one primary entity when creating a new template in
Microsoft Word. For example, when creating a template for use with case records, you can enter
case, person, company, address and user merge fields but not quote merge fields.
l Mail merge templates are available to you only in the context with which they are associated. For
example, only case templates are available in the case context. If you attempt to use a template
outside of its context - for example a quotation mail merge template in the case context - none of
the merge fields will convert successfully.
l The amount of memory required for mail merge depends on the number of records being merged
as well as the size of the template (number of graphics included, amount of text, etc.). The mail
merge memory can be set by adjusting the Max Mail Merge Memory setting in Administration | E-
mail and Documents | Documents and Reports Configuration. The default setting is 1GB, but this
can be increased if required.
l The number of users who can perform concurrent mail merges is set to a default maximum value of
5, but this can also be increased from Administration | E-mail and Documents | Documents and
Reports Configuration | Max Mail Merges Allowed. If this setting is increased, more memory will
be required, so the Max Mail Merge Memory setting should also be increased.
l If more than 1500 .DOCX records are merged, the merged documents will be saved in .DOC
format.
Note: Any examples in this chapter that require Microsoft Word work through the steps in Word
2010 under Windows 7. The steps may vary slightly for other Word versions and operating
systems.
Mail Merge Views

The table below outlines which view is used according to the area from where the Mail Merge is run.
If you want to add a field to a template, which is currently not available from the Insert Sage
CRM Field drop-down, you may need to customize the view first. Please refer to Example:
Changing a Mail Merge View (page 18-2).
Entity View Name
Company Summary vMailMergeCompany
Person Summary vMailMerge
Case Summary vMailMergeCase
Solution Summary vMailMergeSolution
Lead Summary vLeadMailMergeSearchFields
Opportunity Summary vMailMergeOpportunity
Quote Summary vMailMergeQuotes
Order Summary vMailMergeOrders
39-2 Sage CRM
Note: When carrying out a Solution mail merge using vMailMergeSolution, the Solution must be
linked to a Case for the merge to work.
Performing a Mail Merge

To perform a mail merge and create a document with merged company details:
1. Click the Find menu button and select Company from the Find drop-down list.
2. Enter your search criteria and click the Find action button.
3. Click on the hyperlink of the company you want to send the letter to.
4. Right-click the New menu button and select the Mail Merge option, or click the Start Mail Merge
button in the Documents tab. A list of shared templates is displayed.
5. Click on the hyperlink of the template you want to use to perform the merge.
6. Click the Merge and Continue button.
The merge is completed.
Uploading an Image File

If you want to use images when creating your HTML mail merge templates, you must upload those
images to the server first. This is done via the Add Local Template / Image button. Uploaded
images will reside in the Global Templates library on the server.
Uploaded images can then be inserted into an HTML template, by typing the image name within an
HTML IMG tag, for example <img src="logo.png">. If you have uploaded an image and want other
users to be able to use it, you must let them know the file name of the image.
To upload an image when performing a mail merge in the context of a company record:
1. Click the Find menu button and select Company from the Find drop-down list.
2. Enter your search criteria and click the Find action button.
3. Click on the hyperlink of the company to whom you want to send the merged document.
4. Right-click the New menu button and select the Mail Merge option, or click Start Mail Merge button
in the Documents tab. The Select Or Create a New Template page is displayed.
5. Select the Add Local Template / Image button.
6. In IE, use the Browse button to navigate to the file.
7. For other browsers, select the image file(s) you want to add from their current location. The Details
panel is displayed, and the File(s) list shows the image file(s) you have attempted to upload. The
green check mark and red cross icons indicate whether the files uploaded or not. To upload
successfully, the files must comply with the system file size, type, and number of files settings.
These settings are defined by your System Administrator. Please refer to Documents/Reports
Settings (page 40-1) for more information. Note: When using Safari, it is possible to add only one
file at a time.
8. Fill in the details of the image file.
9. Select the Save button. All valid (green check mark in non-IE) image files are saved. When you
have shared the image name, users can insert the image when creating a new mail merge
template in Sage CRM.

Chapter 39
Creating a New Template and Adding Merge Fields

To create a new template in Sage CRM:
1. Ensure you are in the context you want the template to be associated with. Open a case record, for
example, if you want to create a template that uses case merge fields.
2. In the Documents tab, click the Start Mail Merge button.
3. Click the Create Template button. The Create and Merge Document page is displayed.
4. Enter a name in the File field and, if required, a description in the Description field.
5. Create the main body of your template. You can paste content from Microsoft Word or HTML source
code into the rich text editor.
6. Insert any images you require in the template by typing the path to where the image resides within
an HTML IMG tag, for example <img src="logo.jpg">. To insert an image, you must first upload it.
For more information on uploading images, please refer to Uploading an Image File (page 39-3).
HTML template with image reference
7. Insert any CRM merge fields from the Insert Sage CRM Field drop-down list.
If you need a merge field that is not available, make sure that you started the merge in the
correct context. For example, if you wanted to include merge fields from the opportunity table,
the merge process should have started from within the context of an opportunity.
If you have checked the context of the mail merge, and still do not have all the merge fields you
want, you can customize the mail merge view for the main entity of the mail merge. For example
vMailMergeCase. Please refer to Customizing Views (page 18-2) for more information.
8. Click the Save Template button. The new template is saved in HTML format. To make the template
available to all users, you have to upload it. For more information, please refer to Uploading a New
Template (page 39-5).When you click the Save button, a Delete button appears. Clicking this
button will delete any newly created template. It is also possible to delete templates from
Administration | E-mail and Documents | Document Templates. Please refer to Deleting a
Template (page 39-10) for more information.
Any new templates you create are saved in HTML format and made available as shared templates.
You can edit these HTML templates in the rich text editor when performing a mail merge.
You can also edit these templates from Administration | E-mail and Documents | Document
Templates if you are working with IE, and when the Active X plug-in is being used. The ability to
39-4 Sage CRM
use the Active X plug-in is controlled by the System Administrator from Administration | E-mail and
Documents | Documents and Reports Configuration. To edit a template using this method, the
Status field must be set to Draft and the default program you use to open .HTM and .HTML files is
set to a text editor program such as Notepad.
Note: Editing HTML templates using this method is recommended only for people with HTML
experience. Incorrect changes to the HTML code can result in templates no longer working properly.
Creating a New Template in Microsoft Word

You can create mail merge templates in Word that you can upload to Sage CRM.
To ensure the template works properly, all merge fields entered into the template must correspond
to the exact field name in Sage CRM. To check the field name, you can go to Administration |
Customization | <Entity Name>. You should only enter merge fields from one entity when creating a
template. And when you upload it, you must associate it with the entity from which you have
entered merge fields.
To create a new Word template:
1. In the main document, type any content that you want to appear on every copy of the document.
2. To add a picture, such as a logo, click Picture in the Illustrations group on the Insert tab. Note: To
ensure your logo and text remain formatted correctly during the merge process, we recommend
using a table to format your document.
3. Insert the Sage CRM merge fields you want to include in your template. To insert a merge field,
click Quick Parts in the Text part of the Insert tab, then select the Field option. The Field dialog
box is displayed.
4. Select the MergeField option from the Field Names drop-down in the Please Choose A Field panel.
5. Type the Sage CRM merge field name in the Field Name field of the Field Properties panel.
6. When you have finished creating your template, select File | Save As, give your template a name,
and save it. You can save your new template in the following formats: .DOC, .DOCX, .HTM, and
.HTML.
You can now upload the template and make it available to all users.
Uploading a New Template

You can upload newly created Word (.DOCX) or HTML (.HTM or .HTML) templates and make them
available to all users:
1. Select Administration | E-mail and Documents | Document Templates. A list of shared templates
is displayed.
2. Select the Add File action button.
4. For other browsers, select the file(s) you want to add from their current location. The Details panel
is displayed, and the File(s) list shows the file(s) you have attempted to upload. The green check
mark and red cross icons indicate whether the files uploaded or not. To upload successfully, the
files must comply with the system file size, type, and number of files settings. These are defined by
your System Administrator. Note: When using Safari, it is possible to add only one file at a time.
5. Fill in the details of the template.

Chapter 39
6. Select the Save button. All valid (green check mark in non-IE) files are saved as Shared Templates.
Users can access the new document template when carrying out a mail merge. Note: If you are
uploading an HTML template that you have created in Sage CRM, the filename will be the same
but with a figure in parentheses after it, unless you rename it locally first.
The table below describes the fields on the Shared Template Details page.
Field Description
Type Template type. For example, Letter or Report.

Note: If you are uploading a quote or order template,
you must set the Type to Quote or Order.
Category Area of business that the template is relevant for.

For example, Sales or Finance.
Owner Owner or author of the template. Select from a list of

CRM users.
Team This field filters the template based on the user’s

primary team or display team. If you set this to --
None--, then there is no Team filter, and the template
is available to all users, regardless of their team.
Status Status of template. For example, Draft or Final.
Language Language of the template.
Active Set to Yes or No. Set to No, the template is not

available for selection by users, but it is still
available in Administration | E-mail and Documents |
Document Templates.
Entity Context in which the template should be available.

For example, when carrying out a mail merge in the
context of an Opportunity, the user sees all
templates, which their team has access to, and
where the Entity is set to Opportunity. Set to None,
the template will be unavailable to users.
Description A short description of the template. It is worthwhile

completing this field, because it will help users
select the template most relevant to the task they
are completing.
File Browse to the location of, and select the template

(IE only).
Changing an Existing Word Document Template

You can make changes to any Word templates that are available from the Shared Templates list.
There are two methods available to make changes to a Word document from the Shared Templates
39-6 Sage CRM
list. The first is available in all browsers. The second method is available in IE only.
Whichever method you use, please ensure that:
New merge fields are added using the Insert | Quick Parts method
Select Insert | Quick Parts | Field, then selecting MergeField from the Field Names drop-down list
in the Please Choose A Field panel of the Field dialog box, then entering the name of the CRM
merge field (e.g. comp_name) in the Field Name field on the Field Properties panel.
TableStart and TableEnd tags are used for nested items in Quote or Order
templates.
To display nested items in a quote (or order) template, a specific structure is required. if you want to
include a table with nested (child) item merge fields, you need to insert start and end tags for both
the main table (Quotes or Orders) and the child table (Quote Items or Order Items). You must also
include a TableStart and TableEnd tag in the same template section, table row or table cell. For
example, if you want a row of order item data to display, the first column in that row must include a
TableStart:OrderItems tag, and the final column must include a TableEnd:OrderItems tag.
Column, section or page breaks are removed from the MS Word document
Please remove column, section, or page breaks from the MS Word document.
To change an existing Word document template (all browsers):

1. Select Administration | E-mail and Documents | Document Templates, and click on the hyperlink
of the template you want to change.
2. Click on the View Attachment button to open up the Word template and Save it on your local
machine.

Chapter 39
3. Make the changes you require to the Word template.

4. When you are satisfied with the changes to the template, make a note of the template details, return
to CRM and delete the existing template using the Delete button. You are returned to the list of
Shared Templates.
5. Select the Add File button to begin uploading the updated template to the server.
7. For other browsers, select the file(s) you want to add from their current location. The Details panel
is displayed, and the File(s) list shows the file(s) you have attempted to upload. The green check
mark and red cross icons indicate whether the files uploaded or not. To upload successfully, the
files must comply with the system file size, type, and number of files settings. These are defined by
your System Administrator. Note: When using Safari, it is possible to add only one file at a time.
8. Fill in the details of the template.
9. Select the Save button. Users can access the updated shared document template when following
the steps described in Performing a Mail Merge (page 39-3) and in the User Guide.
An alternative method for changing an existing Word Document template is available if you are
working with IE, and when the Active X plug-in is being used. The ability to use the Active X plug-in
is controlled by the System Administrator from Administration | E-mail and Documents | Documents
and Reports Configuration.
To change an existing Word document template (IE only):
1. Select Administration | E-mail and Documents | Document Templates, and click on the hyperlink
of the template you want to change.
2. Set the Status field to Draft, and Save.
3. Click on the hyperlink of the template you want to change. An Edit Attachment button is available.
4. Select the Edit Attachment button to open up the Word template.
5. Make the changes you require to the Word template, then save and close the document.
6. In CRM, set the Status field to Final.
7. Select the Save button. Users can access the updated shared document template when following
the steps described in Performing a Mail Merge (page 39-3) and in the User Guide.
Creating a Quote or Order Template

Sample Quote and Order templates are shipped with a standard install. However, you can create
your own.
To create a new Quote template:
1. Ensure you are in the Quote context.
2. In the documents tab, click the Start Mail Merge button.
3. Click the Create Template button. The Create and Merge Document page is displayed.
4. Enter a name for the template in the File field and, if you want, a description in the Description field.
5. Create the main body of your template. You can insert Sage CRM merge fields by selecting them
from the Insert Sage CRM Field drop-down list.
If you want to include a table with merge fields, click the Insert Nested Region hyperlink. This
inserts the start and end tags for both the main table (Quotes) and the child table (Quote Items).
39-8 Sage CRM
You must include TableStart and TableEnd in the same template section, table row or table cell.
For example, if you want a row of quote item data to display, the first column in that row must
include a TableStart:QuoteItems tag, and the final column must include a TableEnd:QuoteItems
tag.
Basic Quote Mail Merge Template
6. You can preview how the merged document will look by clicking the Preview Merge button.
Note: If you are merging multiple records, the preview will show only the first record in the group.
7. When you are happy with the template, click the Save button. The template is saved in
HTML format. To make the template available to all users, you have to upload it. for more
information, please refer to Uploading a New Template (page 39-5).
Creating a Word Label Template

You can use Microsoft Word to create a label template. Please note the following when creating
label templates:
l Insert Sage CRM merge fields manually.

l Wrap the template in TableStart:Labels and TableEnd:Labels tags.
l Ensure the template contains a minimum of two label placeholders, the second of which must
contain a Next field.
To create a label template in Word:

Chapter 39
1. Create a new blank document and insert a one row table with as many columns as you need for
the labels you want to print onto, as well as the cells sized to the dimensions of the label you are
using, and any required margins to align to your selected labels
2. Insert a TableStart:Labels tag in the top left label placeholder. To do this, select Quick Parts from
the Text part of the Insert tab, then select the Field option. The Field dialog box is displayed.
3. Select the MergeField option from the Field Names drop-down in the Please Choose A Field
panel.
4. Type TableStart:Labels in the Field Name field of the Field Properties panel.
5. Use the same method to insert any Sage CRM merge fields you want to include after the
TableStart:Labels tag, this time typing the name of the Sage CRM merge field in the Field Name
field of the Field Properties panel.
6. In each subsequent cell, insert a Next field. To do this, open the Field dialog box once more and
select Next from the Field Names list. After the Next field, copy the Sage CRM merge fields from the
label placeholder you created earlier. Note: You will not see the Next field unless you have the
Show Field Codes Instead Of Their Values option selected in Word Advanced Options.
Alternatively you can see the field codes by pressing ALT+F9.
7. Insert a TableEnd:Labels tag after the Sage CRM merge fields you entered in the rightmost cell.
Sample Labels Template
8. Save and upload the template. You can save it in .DOCX format. Please refer to Uploading a New
Template (page 39-5)
9. To test the merge document, navigate to a customer record.
10. In the Documents tab, select Start Mail Merge.
11. Click the hyperlink of your new template, preview the merge, and check the customer data is
merged.
Deleting a Template
To delete a template:
1. Go to Administration | E-mail and Documents | Document Templates.

2. Click on the hyperlink of the template you want to delete. The Template Details screen displays.
3. Select the Delete button
4. Select the Confirm Delete button.
Troubleshooting Document Templates

The following common errors can occur when working with mail merge templates:
39-10 Sage CRM
Quote or Order Mail Merge Error (page 39-11)

Custom Merge Field Error (page 39-11)
Quote or Order Mail Merge Error

Errors can occur when performing a mail merge from a Quote or Order where the Opportunity has
not been assigned to a Company and Person. The template contains merge fields from the
Company and Person entity, but the Opportunity does not contain the required information. To
resolve any problems, select a Company and Person for the Opportunity.
Custom Merge Field Error

An error can occur when a custom merge field is detected in the template but cannot be found in the
mail merge view. To prevent this error from occurring, you should add any custom merge fields to
the view that will be used in the mail merge. Please refer to Example: Changing a Mail Merge View

Chapter 40: Document And Report Configuration
l Specify document and report settings.
Documents/Reports Settings
You specify Document and Report settings as follows:
1. Open Administration | E-mail and Documents | Documents and Reports Configuration
Documents/Reports page

The following table describes the fields on the Document / Reports settings page.
Field Description
Physical Root Directory For The path to the directory that documents are stored
Mail Merged Documents in.
HTTP Alias For Physical This is set up in IIS. It should point to the physical
Root Directory For Mail root for mail-merged documents.
Merged Documents

Chapter 40
Field Description
Default Document The default path where the templates for mail merge
Templates Location For are kept.
Mail Merge
Root Directory For Reports This is the physical directory where reports are
saved on the server.
Reports Query Timeout Specify the maximum amount of time, in seconds,

you want CRM to wait for a report to run before a
timeout error is displayed.
Reports Build Timeout Specify the maximum amount of time, in seconds,

you want CRM to wait for a report to build before a
timeout error is displayed.
Reports Admin Override There is a restriction in place on the size of reports

anybody can run. With this option set to Yes,
administrators can run any size report.
Set to No, and the Desktop Size Limitation setting is
taken into account when the report is run. If you
regularly run large reports, it is recommended that
this is set this to No.
Reports Export Visible For Set to Yes, all users can export reports to PDF or
Non Admin Users spread sheet format and view reports on-screen. Set
to No, only a user with Info Manager or full
Administrator rights can export reports to PDF or a
spread sheet format. All users can continue to view
reports on-screen.
This setting relates to reports run from the Reports
menu button and does not affect Summary Reports.
Access to Summary Reports can be
enabled/disabled from the Summary Reports Enabled
setting.
Desktop Size Limitation The size limit in Kb of the report for desktop clients.
(Kb) It is an approximation, as it is counting the size of
the XML and not the resulting HTML. This is to stop
very large reports being run and taking all of the
bandwidth, especially for dial-up clients.
If you regularly run large reports, it is recommended
that this is set to 60 MB (61 440 Kb). Note: This
setting must not exceed 120 MB (122 880 Kb).
PocketPC Size Limitation The size limit in Kb of the report for PocketPC
(Kb) clients. It is an approximation as it is counting the
size of the XML and not the resulting HTML. This is
40-2 Sage CRM
Field Description
to stop very large reports being run and taking all of

the bandwidth, especially for dial-up clients.
Summary Reports Enabled If set to No, Summary Reports are no longer

available in the system.
Document Sync Server Name of server where documents are stored if

different to CRM.
HTTP Port Same port as your Web server.
Stream Images From Whenever graphics, charts or organizational charts

Memory produce images. They would normally be saved to
the server's hard disk before being relayed to the
client. Enabling this option means that the image is
instead retained in memory and streamed to the
client without mechanically storing it on the hard
disk first. This option is disabled by default.
ActiveX Viewer for Crystal There are two types of viewer for Crystal reports,
Reports ActiveX or HTML viewer. Select "Yes" if you are
using the ActiveX viewer. Note: Crystal is not
currently supported by Sage CRM. This setting
Crystal.
Crystal Reports Version Select the version of Crystal reports installed on the
Web server. Note: This version of Crystal is not
supported by SAP or by Sage CRM. This setting
Crystal.
Crystal Reports Viewer Location of virtual directory in IIS required for Crystal
Path Viewer support. Note: Crystal is not currently
supported by Sage CRM. This setting remains for
backward compatibility for customers who are
continuing to use unsupported versions of Crystal.
Adobe Converter Path And This field allows the administrator to specify a
Filename different Adobe converter program. Specify the full
path and file name of the Adobe converter program
here.
Adobe Converter Parameter Parameters used when calling the Adobe converter
String program. The %1 and %2 are place holders for the
source and destination file names and should not be

Chapter 40
Field Description
removed. The -q means quiet mode, which tells the

program not to display information messages. Error
messages will still be displayed.
Report generator maximum The maximum amount of memory you want to

memory (MB) allocate to the report generation process. The default
setting is 1024MB (1GB).
Number of Concurrent Set to 1, processes for mail merges and Excel report
Processes generation will be carried out sequentially. This
setting can be increased to allow new processes to
be started before the previous process has been
completed – for example, so that one user’s mail
merge will not delay another user’s Excel report
output.
Impersonated User The login ID of the administrator of the local

machine, which Sage CRM can use to save files to
the server. The impersonated user login ID and the
impersonated user domain are required for a valid
logon.
Impersonated User Domain The domain of the impersonated user.
Impersonated User The password of the impersonated user.

Password
Export To File Available On Determines what users the Export To File action
Search / Groups button is available to for search lists and groups. For
example, set to Info Manager, only users with
Administration rights of Info Manager or higher are
able to use the Export To File action button.
Send E-mail Available On Determines what users the Send E-mail action
Search / Groups button is available to for search lists and groups.
File Extension Restrictions List the extensions of the file types, which will be
blocked from being uploaded into Sage CRM.
Separate by commas. For example: exe, asp, bat.
File Size Limitation (Mb) Select the size limit per file which can be uploaded
when using the Add File feature. In Sage CRM
(Cloud), it also applies to Document Drop.
File Upload Limitation Set the limit on the total number of files per upload
when using the Add File feature. For example, with
the limit set to 10, a user can select up to 10 files to
upload in a single transaction.
40-4 Sage CRM
Field Description
Allow ActiveX Document Set to Yes to allow users to work with the Document
Drop Drop and Edit Attachment features.
Document Drop lets users drag and drop files onto a
Document Drop icon in the Documents,
Communications, and Calendar tabs. The Edit
Attachment button is available on the Document
Details panel if the document you are viewing has a
Draft status. Both features require users to download
to an ActiveX plug-in file, which is only supported in
IE. The user is prompted to download the file the first
time they view a page where the Document Drop
feature can be accessed, for example, My CRM |
Calendar.
Max Mail Merge Memory The maximum amount of memory you want to
(MB) allocate to the mail merge process. The default
setting is 1024MB (1GB).
Mail Merge Timeout This is the timeout value in seconds, which is passed
to the server-side process for a mail merge. If a mail
merge takes longer than the number of seconds this
is set to, the user receives a timeout error and the
mail merge process stops. If users are frequently
receiving timeout errors during mail merges, the
System Administrator can increase this value. The
default value is 300 seconds (5 minutes).

Chapter 41: Library Management
l Understand what you can use Library Management for.

l View the library size.
l Deleting library items.
What is Library Management?

Library Management gives you a simple user interface to manage your library storage from
Administration | E-mail and Documents | Library Management. The library is made up of:
Library Item Type Description
Orphan Documents Library items which used to be

associated with entities
(Communication, Company, Person,
Opportunity, etc.). If the communication
was deleted but the library item was not
deleted, then the library item has no
parent record, and cannot be accessed
via the user interface.
Deleting orphaned records should
represent a "quick win" in terms of
freeing up storage capacity.
Shared Documents Documents which have been uploaded

to My CRM | Shared Documents.
Any images that are uploaded in the
mail merge process.
Document Templates Templates which have been uploaded

to Administration | E-mail and
Documents | Document Templates.
Global Library Library items which are attached to

entities (Communication, Company,
Person, Opportunity etc.).
From Library Management, System Administrators can:
l Delete library items

l View the library size

Chapter 41
Viewing the Library Size

The storage limit for your CRM system can be viewed from the Library Management tab in
Administration | E-mail and Documents | Library Management.
l The pipeline-style graphic breaks the contents down into different library item types and the CRM
database size.
l Excess shows by how much you are currently exceeding your storage limit. Additional charges
may be incurred for data exceeding the storage limit (Cloud only).
l Library Management gives you an easy way to delete library items, which can improve your
storage efficiency.
Deleting Library Items

To delete items from the library:
1. From Administration | Library Management | Library Management, select the library items from
the Library Items list. You can sort on any of the columns to help find and group related items. Use
the View drop-down to filter the list by library item type. The check box at the top of the Library
Items list selects or deselects all records. Note: Select/deselect all applies to all the library items
matching the View filter – not just the library items visible on the current page.
2. Once your items are selected, click the Delete button.
The library items are permanently deleted. The storage pipeline adjusts to show the updated storage
capacity.
41-2 Sage CRM
Chapter 42: System Settings
l Access the system settings.

l Access logging settings.
l Set up database settings.
l Refresh metadata.
l Set up Keyword Search settings.
l Lock the system.
l Set up system behavior settings.
l View license key details.
Accessing System Settings

To access the System settings:
l Click on the Administration button, and select System from the Administration Home page. You
can access the following system settings from the System home page. The settings are:
l Logging
l Database
l Metadata
l System Behavior
l Keyword Search
l Lock System
l License Key Details
l Other options on the System home page are:
l Locks. Please refer to the Locks (page 43-1) section.
l Timings. Please refer to the Timings (page 44-1) section.

l Web Services. Please refer to the Web Services (page 45-1) section.
l .Net Admin. Please refer to "Extending Sage CRM with .NET" in the Developer Help.
Accessing Logging Settings
Logging Panel
Logging settings
The following table describes Logging settings:

Chapter 42
Field Description
System Logging Level Select the logging level you require in the CRM
System Log file, options range from "0 - Off" to "5 -
Maximum". The log file, ewaresystem.log is stored
in wwwroot\crm, and new files are created daily,
which can be used for diagnosing problems.
SQL Logging Level Specify the logging level you require in the SQL Log
file. Options are Off; Errors only; and All queries over
the threshold. The threshold is specified in the Query
Duration Logging Threshold (Milliseconds) field. The
log file, ewaresql.log, is stored in ...[installname]
\logs, and new files are created daily, which list all the
SQL being executed, how long it took (in
milliseconds), and any errors that came back.
Reviewing this file may prove easier than carrying out
SQL traces.
Query Duration Logging Specify the query’s duration over which you want
Threshold (Milliseconds) queries to be logged. When a query takes longer
than this, the number of milliseconds it will be
logged.
.Net Logging Specify the level of .Net logging.
Select Log Files Panel

From the Select Log Files panel, you can use the Select Log Files drop-down list to view a list of:
l Active Directory Import Log
l Archived User Activity Log
l Component Install Logs
l SQL Logs
l System Logs
l Outlook Logs
l E-mail Manager Logs - this list includes feedback on successful and failed e-mails depending on
what you specified when setting up E-mail Management. Please refer to E-mail Management
Server Options (page 35-5).
l .Net Logs - please refer to the Developer Help for more information.
l Integration Logs - please refer to the Integration User and Administration Guide for more
information.
Database Settings
Changes to database settings should be carried out with care by an experienced database
administrator. Incorrect changes to the configuration may prevent CRM from running. Changes to
most of the fields result in automatic updates to CRM's Java properties to ensure features
42-2 Sage CRM
dependent on these continue to work - for example the Interactive Dashboard and Exchange
Integration. If the automatic update is not successful, a message is displayed on-screen.
Database settings page
Field Description
Database User ID This is the user ID that is used to connect to the

database. This user must be set up in SQL Server
Enterprise manager.
Database Password This is the password of the SQL Server user. Set up
in SQL Server Enterprise manager.
Use Integrated Windows If this is checked then the IUSR account is used to
NT Security connect to the database. The Database User ID and
the Database Password are ignored. This is for SQL
Server only. The Administrator must ensure that
IUSR is added as a user to SQL Server and enables
access to the database.
Default Database Driver Sets the type of driver you are connecting to using
MDAC.
Default Database Server Indicates the name of the server where the default
(SQL Server Only) SQL database is located.
Default Database This is the name of the database on your database

server.
Always Use Default Set to Yes, the logon page prompts the user for user
Database name and password. "Yes" is the mandatory setting
for production environments. Set to No, the logon
page prompts the user for user name, password, and
the database name. Note: An IIS reset is required
before an alternative database can be logged onto.
"No" is strictly for use in a development environment
only.
Query Timeout (sec) The maximum amount of time that a query is

allowed run on the database server before a timeout
error is displayed in CRM.
Port Number SQL Server port number added during the install -
default is 1433.

Chapter 42
Field Description
CRM Server Addresses Available for multi-server CRM installs only.

Must be filled in with a semi-colon separated list of
the IP addresses of the distributed servers.
Refreshing Metadata
To refresh metadata:
1. Select Administration | System, and select Metadata from System home page.
2. Select the check boxes beside items you want to refresh.
3. Click on the Execute Refresh action button. The items you specified are selected.
The following table describes the different types of metadata you can refresh.
Refresh Description
All Selecting the Refresh all check box refreshes all

metadata in the system.
System Parameters Refreshes system parameters.
Tables & Columns Refreshes tables and columns only.
Custom Objects Refreshes custom objects only.
Translations Refreshes translations only.
Views Refreshes views only.
System Behavior Settings
System Behavior page
42-4 Sage CRM
Field Description
Use Companies "Yes" or "No". Whether companies are used in the

application.
Use Individuals "Yes" or "No". Whether individuals are used in the

application.
Use Country Code "Yes" or "No". Whether country codes are displayed
in the application.
Use Area Code "Yes" or "No". Whether Area codes are displayed in
the application.
Default Language The default language of the Logon screen and the
default language set for new users added in
Administration | Users.
Deduplication Set to "Yes", the deduplication functionality is

enabled.
Use Opportunity Items Select from Opportunity Items or Quotes and

Orders. Quotes and Orders enables the full product
management feature, and the Quotes and Orders
tabs within Opportunities.
Maximum Number Of Upper limit for task or meeting creation using the
Occurrences Recurring Communications feature.
Home Page URL When this option is specified a new button appears
on the menu with a link to the URL.
Server Time Zone Time zone of the server. There are 75 time zones to
select from. The one you select defines what
daylight settings are used, so you must be careful in
selecting the correct zone. The zone selected must
correspond exactly to the server setting. Therefore,
you must stop and restart IIS if you change the time
zone in CRM.
Communication Refresh The refresh rate in seconds for the Calendar list. It is
Interval disabled when set to zero.
Opportunity Refresh The refresh rate in seconds for the Opportunity My

Interval CRM list. It is disabled when set to zero.
Case Refresh Interval The refresh rate in seconds for the Case My CRM
list. It is disabled when set to zero.
Default User Date Format Specify the default date format for all users. For
example, mm/dd/yyyy or Month/Day/Year.
Individual users can override the default date format

Chapter 42
Field Description
in their user preferences.
Show Pipeline For When set to yes, users can see the opportunity and
Company/People case pipeline from the company and person level.
The option is typically set to No to prevent other
users from viewing their colleagues’ forecasting
information.
Company Notes Tab Select from Company And Person Notes, or

Shows Company Notes Only. The default setting is
Company And Person Notes. This means that a
note added in the context of a person is also
displayed on the Company Notes tab. If you want
notes added in the context of a person to only
display in the context of a person, select Company
Notes Only.
Allow Coaching in CRM Specify whether to make on-screen coaching

available to users.
Allow Mass Update And Specify whether to make the mass update and
Update Territory update territory functionality available to users.
Use Exchange Server Set to Yes to enable Exchange Server Integration.

Integration Please refer to Enabling Exchange Server
Note: Once this is set to Yes, it is not recommended
to switch it back to No (which re-enables the Classic
Outlook Integration feature) unless under guidance
from a Sage CRM support professional.
Recent List Length Specify the size of the Recent List. The maximum
length is 40.
Search Select Advanced Specify the size of Search Select Advanced lists.
Fields Grid Size
Default System Theme Specify the default system theme. This is the
default theme applied when a new user is added to
the system. It is also the theme applied if the user
clicks the Set To System Defaults button in the My
CRM | Preferences tab in edit mode.
If users are working with IE 6, it is recommended
that the Classic theme is used. Other out-of-the box
themes are not fully compatible with IE 6. Users can
change to their preferred theme from My CRM |
Preferences. Please see Changing the Default
42-6 Sage CRM
Field Description
Theme (page 46-1) for more details.
Default CSV File Export Set the delimiter to comma, semi-colon, or tab.
Delimiter When you use the Export To File button on, for
example, the results of a company search, the CSV
export will use the delimiter you have set. This
makes for easier conversion to suit your native
version of MS Excel. Users can override this setting
by selecting their preferred CSV File Export
Delimiter from My CRM | Preferences. Please refer
to CSV Input/Output Matrix (page 3-17) for more
details.
This setting also impacts data uploads from CSV
files. Please make sure the delimiter in the import
file matches the delimiter set in User Preferences.
User Rights To See If your license includes the System Expiry option,
System Expiry Warning you can choose the level of user who will see the
expiry warning message. If No Admin Rights is
selected, all users see the warning message. If Info
Manager is selected, Info Managers and
Administrators see the message. If System Admin
is selected, only Administrators see the message.
The message is displayed after each logon when the
expiry date is within thirty days or less.
Keyword Search
Keyword Search allows users search for keywords across all primary entities, simultaneously if
desired. Keyword searches can also feature wildcard characters to encompass a variety of text and
characters to check against in the database. For more information on using keyword searches
please refer to the User Guide.
The following areas are important to the maintenance of Keyword Searches:
l CRM Indexer Service (page 42-7)
l Keyword Search System Settings (page 42-8)
CRM Indexer Service

The keyword search gets its required data from a Windows service, which is a system application
that can be configured to start automatically. Running as a background process, this service first
builds up an index of all the database records and then periodically updates this index to track
records that have been added in the meantime.
Whether the System Administrator needs to start the service manually using Microsoft Windows
Services console depends on how CRM was installed. If CRM is installed as an upgrade, the

Chapter 42
System Administrator needs to start the keyword search service. If it is a new install, the keyword
search service begins indexing the full database automatically.
Note: If you choose not to make keyword searching available to users, it is recommended practice
for performance reasons to stop the CRM Indexer Service.
To start or stop the CRM Index Service from the Services console:
1. In Windows, open the Control Panel and select Administrative Tools.
2. In the Administrative Tools screen, click on the Services icon. The Service console is displayed.
3. Right-click on the CRM Indexer Service to view the options for starting and stopping it. If the
service is running, the Start option on the pop-up menu is grayed out and other options (such as
Stop and Restart) can be clicked. You can also select the Properties option to define more
advanced settings. For example, you can specify the startup type so that the service starts
automatically when the system starts.
Keyword Search System Settings

With the CRM Indexer Service running, the System Administrator can choose to switch on the
keyword search functionality for the system and specify how often the indexer needs to check for
new data to be included in searches.
To set keyword search options:
1. Select Administration | System, and select Keyword Search from the System home page. The
Keyword Search page displays. The top panel features timings indicating when both full indexing
and incremental indexing of CRM data took place. A full index is undertaken when the CRM
Indexer Service is started and is compiled against all the records in the database. An incremental
index covers records added to the database since the last indexing. The gap between incremental
indexes is determined by the System Administrator. The information in this panel is read-only within
CRM. However, the values can be changed by accessing the CRM Indexer service in the Services
console.
Keyword Search page
2. Click on the Change button to change the values in the lower panel, Keyword Search
Configuration.
The following table describes the Keyword Search Configuration fields.
Field Description
Allow Keyword Search In Select Yes to allow users to retrieve records

CRM containing specified words.
Interval Specify the gap, in minutes, between incremental

indexes that track new records added to the
database.
42-8 Sage CRM
Field Description
Note that if the interval specified here has elapsed

and an incremental index has not been compiled
(because the actual service has been stopped, for
example), the user of the keyword search will be
warned that the tool is relying on out-of-date
information.
Maximum Number of Indicate the maximum number of records returned

Results by the search. The figure cannot exceed 10,000.
3. Click on the Save button to confirm your selection.
Lock the System

This option provides a way to log all users except the System Administrator out of the system when
essential maintenance tasks need to be carried out.
Before implementing a lockdown of the system, the System Administrator should inform all users
who might be affected of when the process will be initiated. When the locking process is complete,
users still trying to interact with the system will discover that they have been logged out when they
attempt to click on a button that sends information to the server. Well-flagged notifications about
temporary lockdowns of the system should stop users from losing data being entered through the
interface.
Users cannot log back into the system until either the System Administrator unlocks it or the
maximum lockout period of three hours has elapsed. Note: The only user who can release the lock
on the system is the System Administrator who set the lock. If you have more than one user with
Administration rights, they will be locked out too.
To lock the system:
1. Select Administration | System | Lock System. The system can be locked when the icon displays
as a closed padlock. The Lock System page is displayed, listing the number of users currently
logged on. Ideally, there should be no users logged on if the System Administrator has provided
sufficient notification of the process.
2. Select Continue to log off any logged on users.
3. Select Continue to lock the system. The system home page is displayed.The system is now locked.
To unlock the system:
1. Select Administration | System | Unlock System. The system can be unlocked when the icon
displays as an open padlock. The Unlock System page is displayed.
2. Select the Continue button. The status bar changes to show that the system is unlocked.
3. Select the Continue button. The System home page is displayed.The system is now unlocked.
Users can log back on.

Chapter 42
License Key Details

This option shows System Administrators what the current licensing options are. All fields are read-
only.
Field Description
System License Type Displays Named User Licensing or Concurrent User

Licensing. Concurrent User Licensing is only
displayed if your license includes the Logged On
Users License Scheme (concurrent or mixed
licensing) option.
Max Number of Concurrent This field is only displayed if your license includes
Users the Logged On Users License Scheme (concurrent
or mixed licensing) option.This shows the number of
users specified in license activation code.
Number of Named Users This field is only displayed if your license includes
the Logged On Users License Scheme (concurrent
or mixed licensing) option.This shows the total
number of users with a license type of Named.
Please refer to User Panel Fields (page 3-3) for more
information on setting the license type for a user.
Max Number Of Users Number of users specified in license activation

code.
Number of Seats Available Maximum number of users minus the Number of

Active Users.
Number of Active Users Number of users set up and enabled for use on the
system. Resource, deleted or disabled users are not
included in the total.
Registration Date Date and time the product was registered with Sage
CRM.
If the product has not yet been registered, follow the
instructions in the Manual Registration section of the
page.
Options Product options specified in license activation code.
System Expiry Date This field is only displayed if your license includes
the System Expiry option. Displays the date when
your system expires. No users can log on from this
date onwards, and a new license key is required. A
warning is displayed after each logon when the
expiry date is within thirty days or less.
42-10 Sage CRM
Proxy Settings
Proxy Settings allows System Administrators to set up a single generic user for proxy security for
features requiring Internet access - for example, gadgets calling external Web addresses on the
Interactive Dashboard.
If the Proxy details were entered during the install process, the details are displayed here for editing.
Field Description
Proxy Requires Select if the proxy requires authentication.

Authentication
Proxy User Name Proxy user name. This field is required if the first check
box is selected.
Proxy Domain Proxy domain. This field is required if the first check
box is selected.
Proxy Address Proxy address. This field is required if the first check
box is selected.
Proxy Password Proxy password.
Proxy Port Proxy port.

Chapter 43: Locks
l What locks are.

l Session Locks.
l Table and Record Locks.
l Viewing the Lock status.
l ASP Record Locking.
What is a Lock?
The system implements a number of different levels of multi-user data handling. Because of its
Web-centric nature, the system must handle each Web request on a secure level, without any
possibility of conflicts of data access and deadlock.
There are three levels of locking:
l Session Locks
l Table Locks
l Record Locks
Session Lock
A Session Lock is implemented for every individual user. Even though the interface may look
similar for every user, the Session Lock uniquely identifies the connection that they have with the
server, which is inherent in every request that the user makes. A request can be anything from the
click of a Run Report button, to a simple hyperlink, to a Contact Name. Basically any interfacing
that the user instigates requires the identification of the Session lock in question.
This is handled automatically, as every hyperlink and every button, for example, is generated by the
system with the Session Lock built into it.
The Session Lock is uniquely created when the User logs in, and is maintained during their Login
Session.
Table Locks and Record Locks

Table Locks and Record Locks are more data-centric in their function. Their function is to prevent
more than one user updating the same data at the same time. Record Locks create a unique
identification of the record in question that is currently being accessed by someone.
Viewing the Locks Status

To view the Locks status:

Chapter 43
l Select Administration | System | Locks.

A list of the set of locks that the system is currently handling is displayed.
The table below summarizes the information displayed for each lock:
Field Description
Session Id The Session Lock ID, which is maintaining this lock

currently. See Session Locks above.
Table Id The Table Lock ID, which is maintaining this lock

currently. This ID is an identifier, which indicates the
table in question that is being locked.
Table Name Name of the table, which is maintaining this lock

currently. For example, Company.
Record Id The Record Lock ID is the unique identifier of the

record within the specified table that the Lock is
currently being held on.
Created By This is the user that the Lock is being held for, on the
record in question.
Created Date This is when the Lock was initially created for the
record in question.
When updating third party databases using the extensibility features, it is the responsibility of the
Database Administrator to ensure that it is not possible for a third party application and CRM to both
update the same record at the same time.
ASP Record Locking

Locks also work with ASP pages in CRM. In other words, if two users are accessing the same
record - whether via standard functionality or an integrated ASP page, they will receive a notification
indicating that the record is currently being edited by another person.
Locking notification
Note: This can be switched off within ASP pages using the CheckLocks property. Please refer to
the Developer Help for more details.
43-2 Sage CRM
Chapter 44: Timings
l Understand which areas of the system affected by timings.

l Create a business calendar.
l Apply business calendars to leads and opportunities.
l Measure elapsed time.
l Create a holiday set.
l Set up Service Level Agreements.
l Add escalation rules to SLAs.
l Apply SLAs to companies and cases.
l Recognize SLA warning flags.
Introduction to Timings
The Timings functionality tracks the duration of a Lead, Opportunity, or a Case from when the
record is opened to when it is closed. It also calculates the length of time a Lead, Opportunity, or
Case spends at each stage along the way. If you open an existing Lead, Opportunity, or Case, you
can review the Duration information from the Tracking tab.
For a more accurate measurement of duration, this information can be combined with a Business
Calendar, which defines standard business days and work times. You can also define Holiday Sets
for different regions, and set up Service Level Agreements (SLAs) which take Case Duration,
Business Calendars, and Holiday Sets into account so that warnings and escalations can be
triggered when a Case comes close to, or breaches a customer’s SLA.
Note: Holiday Sets affect Case duration only, they have no impact on Lead or Opportunity duration.
Creating a Business Calendar

To create a new Business Calendar:
1. Select Administration | System | Timings and select the Business Calendar tab. The Business
Calendar page is displayed showing the default business calendar.
2. Select the New action button. The Business Calendar input form is displayed.

Chapter 44
Business Calendar input form
3. Type a name for the calendar in the Calendar field.

4. In the Total Working Hrs field, enter the total number of working hours in the company’s day. This
field is important for calculating how many hours make up one working day. Let’s say you operate
from 9:00 to 1:00 on a Friday, and a Case is logged at 9:00 on Friday morning. When you check the
duration at 1:30 it will be shown as 4 hours, not 1 day. However, on Monday at 1:30 when a total of
8.5 working hours have elapsed, the duration will be 1 day.
5. If you want this Business Calendar to be the default calendar used to measure elapsed time for
Leads and Opportunities click the Set As Default check box. Note that if another calendar has
already been set as the default calendar, you will need to unselect the Default Calendar check box
before making another calendar the default.
6. For each day on the Week Day list, select the time at which the working day starts and the time at
which the working day ends from the Day Start Time and Day End Time fields.
7. Select the Save button. The Business Calendar you created is added to the list of Business
Calendars.
Applying Business Calendars

When you set a Business Calendar to be the default Business Calendar, it is automatically used to
measure elapsed time for all new Leads and Opportunities created in the system.
There can be just one default Business Calendar at a given time, which ensures that all Lead and
Opportunity time scales created during that time are measured according to the same criteria.
Elapsed time is measured in days, hours, and minutes.
You can apply a Business Calendar and a Holiday Set to SLAs. The SLA can then be applied to
individual Cases or entire Companies. When this is done, elapsed time for the Case is measured
according to the SLA to which the Business Calendar and the Holiday Set apply.
Recalculating Lead and Opportunity Durations
The default Business Calendar, Standard Working Week, is used to calculate Lead and Opportunity
durations for any newly created Leads or Opportunities.
If you change the default Business Calendar, or if you set a different Business Calendar to be the
default calendar, you will probably want all existing Opportunity and Lead durations to be updated to
reflect the changes in the Business Calendar.
To recalculate Lead and Opportunity durations:
44-2 Sage CRM
Chapter 44: Timings
1. Open Administration | System | Timings and select the Business Calendar tab.
2. Select the hypertext link of the Business Calendar you updated or set as the new default calendar.
3. Select the Update Lead Records button to update all Leads to reflect the new or changed calendar
or select the Update Opportunity Records button to update all Opportunities. The records are
updated.
Measuring Elapsed Time

To illustrate how elapsed time is calculated using the Business Calendar, two examples are
provided below.
The first example shows elapsed time calculations for an Opportunity that uses the calendar
Standard Working Week, as the default calendar.
The second example, created on an identical system, shows elapsed time calculations for an
identical Opportunity. However, in this example a different calendar, Seven Day Week, is set as the
default Business Calendar.
In both examples, the Opportunity goes through the following stages:
1. Created on Tuesday, March 3rd at 9:00 AM.
2. Progressed to stage Proposal Submitted on Tuesday, March 11th at 10:02 PM.
3. Progressed to stage Negotiating on Wednesday September 19th at 17:20 PM.
The following examples are provided:
Example 1: Standard CRM Business Calendar (page 44-3)
Example 2: Seven Day Week Business Calendar (page 44-4)
Example 1: Standard CRM Business Calendar

In this example, your system’s default business calendar is Standard Working Week. It consists of
a five-day week, Monday to Friday. Work begins at 9:00 each day and ends at 17:30.
Standard Working Week Business Calendar in edit mode
When the Opportunity (described above) is assigned the Standard Working Week calendar, the
elapsed time between each stage of the Opportunity is calculated based on that calendar.
You can view the elapsed time calculations when you open the Opportunity Summary page and
select the Tracking tab and view the Duration column.

Chapter 44
The first duration that has been calculated is 6 days, 7 hours and 17 minutes. This is the time from
when the Opportunity was created and to when it was progressed to Proposal Submitted. Although,
the amount of days that elapsed between March 3rd and March 11th is 8 days, when the Standard
Working Week calendar is taken into account (that is, five working days in the week), the elapsed
time amounts to six days. In addition, hours and minutes are calculated.
Other durations have been calculated in the same way (the weekend is not counted because it is a
five-day working week).
Example 2: Seven Day Week Business Calendar

In this example, the system’s default business calendar is called Seven Day Week. It consists of a
seven-day week, Monday to Sunday.
Work begins at 9:00 AM each day and ends at 17:30.
Seven Day Week Business Calendar in edit mode
When the Opportunity (described earlier) is assigned the Seven Day Week calendar, the elapsed
time between each stage of the Opportunity is calculated based on that calendar.
You can view the elapsed time calculations when you open the Opportunity Summary page and
select the Tracking tab and view the Duration column.
The first duration that has been calculated is 8 days, 7 hours and 17 minutes. This is the time
between when the Opportunity was created and when it was progressed to Proposal Submitted.
This time, the amount of days that elapsed between March 3rd and March 11th is 8 days, and the
time calculated by the system is also 8 days. This is because the elapsed time scales are based on
a seven-day working week (weekends are counted as working days). As you can see, hours and
minutes are also calculated.
Creating a Holiday Set

When defining a holiday set you specify that certain days, such as federal holidays (in the United
States) or Bank Holidays (in the United Kingdom and Ireland), can be excluded when calculating
how long a Case has been open. For example, if a particular Thursday is designated a Thanksgiving
holiday and a case was opened on the Monday of that week, by Friday of the same week the
duration for the case will indicate that 4 days have elapsed rather than 5.
To create a new Holiday Set:
44-4 Sage CRM
Chapter 44: Timings
1. From Administration | System | Timings, select the Holiday Set tab. The Available Holiday Sets
page is displayed with a list of existing Holiday Sets.
2. Select the New action button. The Holiday Set input form is displayed.
Holiday Set input form
3. Type a name for the holiday set in the Holiday Set field.
4. Type the name of the public holiday you want to include in the company’s Holiday Set in the
Holiday Name field.
5. Enter the date on which the holiday falls in the Holiday Date field.
6. Select the Add button. The holiday you added is displayed on the Existing Holidays panel and the
Add New Holiday panel becomes available again for you to add another new holiday to the
Holiday Set.
7. Continue to add other holidays in the same way.
8. If you make a mistake, you can remove an existing holiday by selecting the Delete button beside
the holiday you want to remove.
9. Select the Save button. The Holiday Set you created is added to the list on the Available Holiday
Sets page.
You can open an existing Holiday Set at any point and clone it. This will save you time because
many public holidays will be common to the various Holiday Sets you needs to create.
To clone a holiday set:
1. From the list of available Holiday Sets, select the hypertext link of the Holiday Set you want to
clone. The Holiday Set is displayed in edit mode.
2. Select the Clone button. When you do this, the Holiday Set field becomes blank so that you can
enter a name for the cloned Holiday Set.
3. Enter a name in the Holiday Set field. A banner is displayed to inform you that you have just cloned
the Holiday Set.
4. Add or delete holidays from the list if required.
5. Select the Save button. The cloned holiday set is added to the list of available Holiday Sets.
Setting up SLAs
In Sage CRM Service Level Agreements define the time frames in which customer cases should be
resolved and the steps that should be taken to reach an appropriate solution. Typically, customers
pay for different SLA agreements (Gold, Silver, Bronze, for example) depending on the level of
service they require. Moreover, individual SLAs will specify varying response times and actions to
match the severity of the reported problem.
To set up an SLA:
1. Open Administration | System | Timings and ensure that the Service Level Agreement tab is
selected. The list of current SLAs is displayed showing the default SLA, Gold. The list can be

Chapter 44
filtered using the filter panel on the right-hand side of the screen.
2. Select the New action button. The New Service Level Agreement page is displayed.
List of current SLAs
3. On the Details panel, enter a name for the SLA, for example, Priority Customers.
4. If you wish, you can type a percentage value in the Warning Percent field. This figure represents
the point in time at which you want the Case to be flagged in a certain way. The point in time is
based on the percentage complete of the Case in the time frame specified in the SLA.
For example, let’s say the Warning Percent specified in the SLA is 80%, and you specified in the
SLA that all Cases should be closed within 30 hours. As a result, if a Case to which that SLA is
assigned has not been closed within 24 hours, the Case is flagged accordingly.
5. Select the Default SLA check box if you want this to be the default SLA. If another SLA is already
specified as the default SLA, you need to unselect it first because only one SLA can be specified as
the default SLA at a given time.
Note: The Default SLA is used for new companies, which have not been assigned an SLA.
New cases will default to the Company SLA - even if it is set to "--None--". If you change the
SLA on the company record, existing associated case SLAs don't change. The new or
changed company SLA is only applied to new cases.
6. If SLA default is set then when creating new company the SLA field will be automatically set with
default SLA. The same for cases except when parent company have SLA set (even if it is none then
case SLA will also be none).
7. Select the Business Calendar you want to apply to the SLA from the Business Calendar field.
8. If you want to apply a Holiday Set to the SLA, select it from the Holiday Set field.
9. For High, Low, and Medium priority Cases, specify the total amount of hours the Case should be
closed in, in the Close In field.
10. From the SLA Timings in Hours panel, specify the number of hours that each stage of the Case
should be closed by in the Action fields. You need to do this for High, Low and Medium priority
Cases.
New Service Level Agreement page
11. Select the Save button. The SLA is added to the current list of SLAs.
Note that the Number of action fields available depends on the number specified in Administration |
Advanced Customization | Workflow & Escalation Configuration | Maximum SLA actions.
44-6 Sage CRM
Chapter 44: Timings
Adding Escalation Rules

Once an SLA has been set up and saved, you can add escalation rules to the SLA actions. A new
escalation rule for SLAs is now available that can be set up to display a notification to the current
assigned user if the Case is not progressed within the time specified in the SLA.
To add an escalation rule to an SLA:
1. Open the list of existing SLAs and select the hypertext link of the SLA you want to add a rule to.
The Service Level Agreement Summary page is displayed.
Service Level Agreement Summary page
2. Select the hypertext link of the action you want to add the escalation rule for. This example shows
how to add an escalation rule for Action 4, High severity. A dialog box is displayed to confirm that
you want to add the rule.
3. Click OK. The new Workflow Rule page is displayed with the new SLA escalation rule. All the fields
are automatically completed, and the rule name is automatically generated according to the action
number and severity you are creating the rule for.
New Workflow Rule page
4. To save the rule, select the Save button. When you do this, the escalation rule is applied to the
SLA.
If you want to add a notification action to the escalation rule, you do this from the Escalation Rule
tab, which you are currently in.
Note that if you decide to create a notification action, you need to ensure that the table is set to
escalations and that the time column is escl_datetime. Please refer to Workflow Customization
(page 24-1) and Escalation Rules (page 25-1) for more information.
5. The default SQL in the Trigger SQL Clause field sends a notification to the assigned user if the
case is not progressed within the time specified in the SLA action. You can edit the rule if you wish
by amending the SQL script. For example, you may wish to add additional conditions or remove the
assigned user.
6. Click on the Save button to confirm any changes to the escalation rule script or settings

Chapter 44
7. A page displays a list of workflow rules, including escalation rules for SLA actions. To return to the
SLA tab, click on the Timings hyperlink at the end of the "breadcrumb trail", Administration > System
> Timings.
Applying SLAs to Companies and Cases

Cases created for a Company before that organization’s SLA is specified are not updated
automatically. You can, however, open old cases and apply the company’s SLA to the Case. After
you specify an SLA for a Company, all cases defined from then on are automatically assigned the
organization’s SLA. You can also override these automatic settings.
To apply an SLA to a Company:
1. Open the Summary page of the Company you want to apply the SLA to, and select the Change
button.
Company Summary page with an SLA selected
2. Select the SLA you created from the SLA field.

3. Select the Save button. When you do this, all Cases associated with the company, whether they are
high, low, or medium priority, are associated with the selected SLA.
You may decide that certain types of Cases logged by this company should not be associated with
this SLA. If this is the case, you can apply a different SLA to individual Cases.
This can be done when creating a new or editing an existing case for that company. If the SLA for a
company is changed afterwards, this will not automatically update the SLA for existing cases with
that company. However, the SLA field on any new cases created for that company will
automatically default to the company’s new SLA field.
To apply an SLA to a new Case:
1. Still in Company context, select the Cases tab and click on the New Cases button.
2. Enter the details about the case in the relevant fields. However, leave the SLA and SLA Severity
fields untouched—the system will fill them in for you if you have selected an SLA for the company.
3. Click on the Save button to confirm your changes. When the Cases Summary page is displayed,
you can see that the SLA type for the Company, Priority Customers, has been assigned to the
Case. In addition, a default SLA Severity of Medium has been specified.
44-8 Sage CRM
Chapter 44: Timings
New Case summary page with SLA details automatically specified
SLA Warning Flags

Once SLAs are set up, all Cases in a user’s list of current Cases are flagged based on the Warning
percent you specified in the SLA. The flag is included on the SLA Status column.
The following example shows the different flags that are applied to Cases depending on the time
that has elapsed and the SLA applied to them.
Cases list
l A green symbol with a "check mark" indicates that the Case is within the time specified in the SLA, it
has not yet reached the warning percentage level, or that no Warning percentage has been
specified in the SLA.
l A yellow symbol with a "minus sign" indicates that the Case has reached the warning percent level
without being closed.
l A red symbol with a "cross symbol" means that the Case has not been closed within the time
specified in the SLA.
If you make a change to an SLA’s timings in the SLA Timings In Hours panel, flags for Cases
associated with the SLA may be affected—in fact, the way in which the flag is determined will
change, but the flag itself may not necessarily change color immediately.
You may want to update SLA timings if, for example, you have a number of Cases attached to an
SLA but at a later date agree with a customer that you will solve high-priority Cases in a shorter
length of time than was agreed on initially.
Updating SLA Records
To update SLA records:
1. Open Administration | System | Timings and select the hypertext link of the SLA you want to make
changes to.
2. Change the Close In action for high-priority Cases to 9 hours, and change the value in the Action 1
field for high-priority Cases to 1.
3. Select the Save button. The Service Level Agreement Summary page is displayed.

Chapter 44
4. Select the Update SLA Records button.

5. When you do this a dialog box is displayed to confirm that you want the records to be updated.
6. Click OK. When you do this, and check your current list of Cases, the flags associated with affected
Cases may have changed.
44-10 Sage CRM
Chapter 45: Web Services
l Configure Web Services settings.
Web Services Settings

The CRM Web Service API (application programming interface) enables developers to manipulate
CRM records remotely with SOAP (Simple Object Access Protocol) over HTTP using XML
(Extensible Markup Language).
This section explains the Web Services settings available in Administration | System | Web
Services.
For more information on working with Web Services, please refer to the Developer Help.
To access Web Services configuration settings:
1. Select Administration | System | Web Services. The Web Services page is displayed.
Web Services page
2. Select the Change button to change the settings.

3. Click on the Save button.
The table below explains the fields on the Web Services page.
Field Description
Maximum Number The maximum number of records you want Web Services to
Of Records To be able to return at one time.
Return
Maximum Size Of The maximum number of characters you want users to be

Request able to send to Web Services.
Make WSDL When set to Yes, the WSDL file can be viewed by anyone
Available To All from:
http://CRM-
server-
name/CRMinstallname/eWare.dll/webservices/CRMwebservice.wsdl
- for On-Premise, or for example,

Chapter 45
Field Description
https://[cloud.eu.sagecrm.com]/[accountname123]
/eware.dll/webservices/CRMwebservice.wsdl for Cloud.
This address can be check from Administration | Manage
My Account | Web Services.
Users will not need to be logged in to view the file.
Enable Web Set to Yes to enable the Web Services functionality. Set to
Services No to disable Web Services.
Note: This setting overrides the Web Services setting on the
External Access tab on individual entities. Please refer to
Changing External Access Settings (page 19-1) for more
information.
Dropdown Fields Default is No. Drop-down fields are displayed in the WSDL
As Strings In as enumerated types, for example comp_status as an
WSDL File enumeration with the drop down values in it. When set to
Yes, makes the enumerated types "Strings". This means
that, for example, within Company there is a field called
status that is of type com_type. When this Option is set to
Yes, it is still called status but its type is now "String".
Send and Return Use UTC (standard for Coordinated Universal Time) timing
All Dates and and format for display of times and dates.
Times in Universal
Time
Accept Web Specify the unique IP address that you want the WSDL file to
Request From IP be accessible from. When you do this, the Make Web
Address Services Available To All field should be set to No.
Force Webservice If the connection between the web service client and the
Log On service is unexpectedly broken, that client remains logged on
to the server hosting the service. This means that a new
instance of the client will be blocked from logging on to the
server. However, if you set the Force Webservice Log On
setting to Yes, the old instance of the client is automatically
logged out when a new instance attempts to log on. By
forcing new log ons, this field prevents users from being
"locked out" of a web service following a failed connection or
unsuccessful log out.
45-2 Sage CRM
Chapter 46: Themes
l Change the default theme.

l Add a new theme.
l Make a new theme available.
l Customize report charts
Changing the Default Theme

A standard install supplies a number of themes, which a user can switch between to work in their
preferred "look and feel" of the CRM system. The end user switches themes from My CRM |
Preferences. Please refer to the User Guide for more details on setting preferred themes.
The System Administrator can set the default theme for all users in Administration | System |
System Behavior.
To change the default theme:
1. Select Administration | System | System Behavior. The System Behavior page is displayed.
3. Navigate to the Default System Theme field, and change the theme from the drop-down list.
4. Select Save. The new theme is displayed next time you log on. If a user has already selected a
preferred theme in My CRM | Preferences, then their preferred theme will not be overwritten.
The following areas are not affected by themes:
l Online Help
l Self Service
Adding a New Theme

Adding a new theme involves making changes to a copied CSS file and replacing copies of some of
the existing graphics with ones that fit into your new theme. It is recommended that you have
access to expertise in these areas before adding a new theme.
Note: Do not delete or change existing themes supplied with the install. Always copy an existing
theme and rename it. Changes to the supplied system themes will be overwritten on upgrade. If you
do not want an existing theme to be selectable in CRM, you can remove or rename the translation
for the theme in CRM. Please see Making a New Theme Available in CRM (page 46-4), and
Translations List Method (page 11-3) for more information. Improvements to the default theme and
stylesheet (COLOR1.CSS), in particular to the way that tabs are handled in themes, means that
custom themes created prior to version 7.0 will need to be recreated using a copy of the new default
theme (Sage/Color1) as the basis. It is recommended practice to carry out rework of custom
themes on a staging site before allowing users access to the upgraded system.

Chapter 46
To add a new theme:

1. Navigate to the wwwroot\themes subdirectory of your CRM install. For example:
..\Program Files\Sage\CRM\[installname]\WWWRoot\Themes
2. Copy an existing theme to base your new theme on. For example, copy COLOR1.CSS and rename
to PANOPLY_BLUE.CSS.
3. Create copies of all theme folders within the subdirectories of ..\WWWRoot\Themes. For example,
copy:
..\Program Files\Sage\CRM\[installname]\WWWRoot\Themes\Img\Color1
and rename to
..\Program Files\Sage\CRM\[installname]\WWWRoot\Themes\Img\panoply_blue
4. Repeat for the other theme folders, for example ..\WWWRoot\Themes\Reports,

..\WWWRoot\Themes\XSL, and ..WWWRoot\Themes\InteractiveDashboard. The files in these
folders control the themed look and feel of CRM reports, XSL (mobile) display formats, and the
Interactive Dashboard.
5. Review and edit the copied CSS in
..\Program Files\Sage\CRM\[installname]\WWWRoot\Themes
for changes to be made for the new theme. Depending on the type of theme you want to
implement, the areas for review may include:
l General color scheme changes. When updating the color scheme, it is recommended that
instances of existing dark, mid, and light colors are replaced with equivalent shades of the
new color. For example:
Color1 (hex color codes) Panoply Blue (hex color codes)
Dark Green (#336633) Dark Blue (#3333FF)
Mid Green (#338433) Mid Blue (#3399CC)
Light Gray (#F2F2F2) Light Blue (#66CCCC)
l Specific style changes. The CSS contains comments to help you identify the areas you may
want to change. For example:
/*Tab Off colour controlled here*/
l You can change style attributes in the CSS, but not the style itself or the formatting of the
CSS file.
l Instances of the copied theme in paths. Check and replace with the new theme name. For
example replace:
url(img/color1/backgrounds/ListRow2.gif);
with
url(img/panoply_blue/backgrounds/ListRow2.gif);
6. Review and edit the copied style sheets in
..\Program Files\Sage\CRM\[installname]\WWWRoot\Themes\Reports\[theme name]
for changes to be made for the new theme. The only recommended change to
STDGRIDS.CSS and STDPLAIN.CSS is:
46-2 Sage CRM
Chapter 46: Themes
l Replacing the dark shade (for example, #336633 from the Color1 theme) with the new
shade for your theme.
7. Review and edit the copied BASICHTML.XSL file in
..\Program Files\Sage\CRM\[installname]\WWWRoot\Themes\XSL\[theme name]
for changes to be made for the new theme. The areas for review may include:
l General color scheme changes. Replacing the dark and mid shades (for example, #336633
and #338433 from the Color1 theme) with the new shades for your theme.
8. Review and edit the copied THEME.CSS file in
..\Program Files\Sage\CRM\[installname]
\WWWRoot\Themes\InteractiveDashboard\Themes\[theme name]
for changes to be made for the new theme.
9. Review and replace images to fit your new theme. The table at the end of this section describes
some of the most frequently used images you may need to review and replace for your new theme.
10. Stop and restart IIS.
11. Test out and make the new theme available in CRM. Please refer to "Making a New Theme
Available in CRM" in this chapter for more information. If you do not immediately see the changes
you expect to see in your new theme, it is recommended that you empty your cache. For example,
in IE 7.0 go to Tools | Delete Browsing History | Temporary Internet Files | Delete files.
The following table describes some of the most frequently used images you may need to review and
replace for a new theme. The full set of images can be found in the \Img directory
Location Field Name
Logos
..\Img\[theme name]\Logo EWARETOPLEFT.JPG
..\Img\[theme name] TOP.JPG
\Backgrounds
Tabs
..\Img\[theme name] TABONLEFT.GIF
\Backgrounds TABOFFLEFT.GIF
TABONREPEAT.GIF
TABOFFREPEAT.GIF
TABONRIGHT.GIF
TABOFFRIGHT.GIF
TABSPACE.GIF
Coaching Captions
..\Img\[theme name]\Icons COACHING.GIF
..\Img\[theme name]\Buttons COH_MINIMIZE.GIF
COH_PROMPT.GIF
COH_HIDEALL.GIF
Buttons

Chapter 46
Location Field Name
..\Img\[theme name]\Buttons SMALLGO.GIF
Mobile
.\Img\[theme name]\Logo LOGO.GIF
..\Img\[theme name] Review graphics containing mid shade of
\Menu\BasicHTML background color:
MENUBUT_FIND.GIF
MENUBUT_LOGOUT.GIF
MENUBUT_MYCRM.GIF
MENUBUT_MYDESK.GIF
MENUBUT_NEW.GIF
MENUBUT_REPORTS.GIF
ON_MENUBUT_FIND.GIF
ON_MENUBUT_LOGOUT.GIF
ON_MENUBUT_MYCRM.GIF
ON_MENUBUT_MYDESK.GIF
ON_MENUBUT_NEW.GIF
ON_MENUBUT_REPORTS.GIF
Making a New Theme Available in CRM

New themes can be made available for selection in CRM by adding a new translation where the
Caption Family is CssThemes.
To add a new theme in CRM:
1. Select Administration | Customization | Translations. The Translations Find page is displayed.
Please see Translations (page 11-1) for more information.
3. Enter a Caption Code for the new theme, for example, panoply_blue. The caption code must match
the new theme name. For example, if your new stylesheet is called PANOPLY_BLUE.CSS, then the
caption code should be panoply_blue.
4. Enter the Caption Family as CssThemes.
5. Enter the Caption Family Type as Tags.
6. Enter the translations for the caption in the language fields, for example, Panoply Blue.
7. Select Save. It is recommended that you empty your cache. For example, in IE 7.0 go to Tools |
Delete Browsing History | Temporary Internet Files | Delete files.
The new theme can be selected from Administration | System | System Behavior and from My CRM
| Preferences.
46-4 Sage CRM
Chapter 46: Themes
Customizing Report Charts

FusionCharts improve the visual effect of charts within Standard Reports, on the Interactive
Dashboard, and when using Chart Blocks. Features of the charts include:
l Rotation
l Slicing Movement
l Printing
FusionCharts can be customized from the themes folder, for example you can add shadow effects,
background images, and logos to report charts. To customize FusionCharts, you need to modify the
[themename].FSN file in the Themes folder of your Sage CRM install. Detailed documentation on
FusionCharts is available at http://docs.fusioncharts.com/charts .
Example: Changing the Background Color

The background color of FusionCharts is fully customizable. You can use either a solid or a gradient
fill using the attributes below:
bgColor: Lets you set the background color for the chart. You should use hex color codes without #
symbols. To use a gradient fill, specify all the colors required for the gradient fill separated by
commas.
bgAlpha Lets you set the alpha (transparency) for the background. The valid range is from 0-100.
To change the background color of charts to a transparent light green:
1. Open the [themename].FSN file from ..\Program Files\Sage\CRM\[installname]

\WWWRoot\Themes\FusionChart\Color.
2. In the [CHART] section, change the bgColor setting to "CCFFCC".
3. Add the setting bgAlpha="25".
4. Save the FSN file.
5. Refresh the page, or run a new report to view the change.
Using FusionWidgets
FusionWidgets allow Developers to create custom charts and elements for data visualization. The
widgets can be found in ..\Program Files\Sage\CRM\[installname]\WWWRoot\fusioncharts.
Detailed documentation on FusionCharts Widgets is available at
http://docs.fusioncharts.com/widgets .
Chart Display Options with the Adobe Flash Player

The Adobe Flash Player is not required for either running or interacting with report charts. Some
enhanced display options, such as greater depth of color, are available in charts when the Adobe
Flash Player is installed on the client machine. If Flash is not available, the charts are displayed
using HTML 5.
If it is not desirable to use Flash on the client at a customer site, then a custom setting,
ChartUseFlash, can be set to N in the Custom System Parameters table, to only ever allow the

Chapter 46
display of static images. This should only be carried out by an experienced System Administrator.
More information is available on the Sage CRM Community web site.
46-6 Sage CRM
Glossary of Terms
Absolute Territory
The system administrator can assign security profile rights within a territory, which will act as a
logical OR to the existing profile and territory rights. For example, a profile, which currently has
no rights to Opportunities, can be given absolute territory rights to view Opportunities within the
Europe (and child) territory. Even if the user's home territory is one of the child territories of
Europe, the Absolute Territory right of their profile acts as an OR to their existing rights.
Actions
Workflow actions are associated with rules. They are executed when the end user selects the
rule, or when a set of conditions is met for the rule to be valid (for example, with Escalation
Rules).
Base Currency
The currency through which all currency conversions are made. Define the base currency at the
beginning of the implementation and do not change it afterwards.
Caption Code
The system code for what should appear on the screen to the user. The system stores multiple
language translations for one caption code. The translation for the code appears when the user is
logged in that language.
Conditional Rule
Used within workflow to create two sets of actions—one is executed when the JavaScript
condition is true, the other is executed when the JavaScript condition is false. Actions on
Conditional rules are executed when the user selects the rule. Conditional rules are represented
by two green arrows in the workflow tree. One with a green tick on it (True), the other with a red
cross on it (False).
CTI
Computer Telephony Integration. CRM CTI provides CTI-enabled users with telephony
functionality from their desktops, via the Sage CRM interface.
Duplicate State
Used in workflow to represent branching and looping in a traditional flow-chart.
Entry State
Defines the entry point or points into the workflow. Multiple entry points into the workflow can be
defined using Entry States. The Start state in the workflow tree is by default an entry state.
Escalation Rule
Used in workflow to trigger an action or series of actions based on an SQL Where clause.
Escalation rules are represented by blue arrows in the workflow tree.
Field Level Scripting

Used within Screen Customization to customize individual fields within screens.
System Administrator Guide Glossary – i

Glossary of Terms
Global Rule
Global rules are always available within a workflow and do not move the workflow into another
state. They are represented by light blue arrows with a pink circle in the workflow tree. Global
rules always hang from the Start Entry State.
Grid
Grids are displayed as the results of a search for a person, lead, case or opportunity, and so on.
The lists displayed on the Company Quick Look tab are also Grids.
Home Territory
Security territory of a user, for example, UK. A user with a Home Territory of US can access
records in the UK territory, and records in subordinate territories—for example, South East,
West, Midlands, North. If no security territories have been set up, this defaults to the World
Wide territory. The World Wide territory allows access to records in all territories.
Inline Translation Mode

Allows you to change translations in multiple languages directly on the screen where the
translation appears.
JavaScript Condition
The JavaScript Condition field on the Workflow Rule record limits whether or not the rule will
appear for a given record. With JavaScript, you can also reference other entities that have been
created as part of the workflow.
List
Lists are displayed when you select a tab within the context of company, case, opportunity, or
person.
Match Rules
The match rules determine the criteria against which the data that the user enters in the Dedupe
Search Screen, is compared to the company or person records in the system.
Parent Territory
The parent territory is a territory within the security territory tree, which has other territories
hierarchically subordinated to it.
Primary Rule
Used at the beginning of a workflow to create a new entity that is part of a workflow. Primary
rules are represented by a purple arrow in the workflow tree.
Profile
A profile is a way of grouping users together when defining access rights (View, Update, Insert,
Delete).
Rebalancing
The process of updating the territory structure to facilitate the adding of territories when the
structure reaches temporary capacity as well as the merging and moving of territories.
Glossary -ii Sage CRM

Glossary of Terms
Related Entities
Related Entities allow users to build reciprocal relationships in the Relationships tab of primary
entities. Relationship Types are defined by the System Administrator. These can be
Parent/Child, for example, between a holding company and its subsidiaries, or Sibling/Sibling,
for example between a "must fix" case and a number of companies that it is affecting.
Sibling Territory
If you want, for example, all users associated with the Sales profile, and whose Home Territory
is at the lowest level within Europe (for example, Germany, Benelux, UK, or Ireland) to be able to
view opportunities at the same level within the territory tree, then setting up additional rights
within the user's sibling territories will achieve this.
State
A state is like a pending tray or a resting place for the workflow process. The end user sees a
predefined set of business actions based on the entity's (for example, opportunity, case, or lead)
current state in the workflow.
Territory
In addition to basic access rights profiles, you can also further divide users rights by territory.
For example, you may want users in the Europe territory to view all Opportunities within the USA
territory, but not to be able to update them.
Theme
Themes allow you to customize look and feel of the CRM user interface. System Administrators
can define new themes based on existing ones. Themes are held in the ..\wwwroot\themes
subdirectory of the CRM install.
Transition rule
Transition rules are the most common type of rules in workflow. They define the possible paths
between workflow states, and make up the business actions, which appear to the user on the
right hand side of the entity (for example, Opportunity) workflow screen.
Workflow
Workflow automates business processes using a predefined set of rules and actions.
System Administrator Guide Glossary – iii

Active Directory
Index Outlook plug-in 36-26
Adding
A
actions to rules 24-14
Absolute territories 4-14
address or person type check
Accessing boxes 13-2
system settings 42-1 columns to lists 16-2
Action custom content 15-6
definition 24-5 drop-down list to a field 13-5
Actions E-marketing users 38-7
adding to rules to 24-39 field level scripts 15-8
Create Case 24-26 field on company screen 13-2
Create Document for Group 24-37 field to a screen 14-1
Create Merge Document 24-31 field to company table 13-1
Create Opportunity 24-25 fields 13-1
Create Task 24-23 fields to a screen 14-1
Create Task for Group 24-36 JavaScript conditions 24-39
Different Rule Types 24-16 key attribute categories 23-14
Display Field for Amendment 24-20 key attribute fields 23-16
Execute SQL Statement 24-31 key attribute lists 23-15
Export Group to File 24-38 new user based on a template 9-3
overview 24-15 primary rule 24-10
palette 24-14 relationship types 32-1
Reset Column Value 24-19 rulesets to the e-mail service 35-13
Run Stored Procedure 24-32 security profiles 4-3
Send E-mail 24-34 tabs 17-2
Send SMS Message 24-35 themes 46-1
Set Column Value 24-17 transition rules 24-12
Show Message on Screen 24-22 workflow states 24-10
Show Notification on Screen 24-6, 24- Adding category groups 23-17
33
Appointment
Activating
sync rules 36-17
E-marketing 38-4
System Administrator Guide Index – i

Index
Appointments Changing
Exchange 36-20 Classic Outlook settings 37-1
Archiving context area 14-3
user activity records 6-2 default themes 46-1
Assigning default user template 9-1
opportunity to a team 5-2 document template 39-6
security profiles 4-4 external access settings 19-1
territories 4-6 field properties 13-6
user to a team 5-3 fields 13-5
B list layout 16-2
Basic User 3-3, 3-12 preferences in a user template 9-4
Business calendar products 29-8
applying to leads and opportunities 44- relationship types 32-3

2
screen layout 14-2
creating 44-1
security profile rights in a user
Button Groups 17-9 template 9-5
C selection list translations 11-3
Cancelling tabs 17-1
E-marketing account 38-9 user details 3-18
Caption user template 9-4
code 11-4 width of text box 13-6
family 11-5 Check box
family type 11-5 adding address or person type 13-2
order 11-5 Classic dashboard
Case creating a company 10-2
SLA 44-8 Classic Outlook Integration
Category Add Contact To CRM 37-5
deleting from key attribute 23-15 appointment synchronization 37-3
key attributes 23-8 contact synchronization 37-2
Category groups synchronization mappings 37-1
adding 23-17 task synchronization 37-4
Change Database field properties input Column

form 13-14 add to a list 16-2
Index -ii Sage CRM

Index
Communications and teams 5-1 Creating

Company business calendar 44-1
classic dashboard 10-2 classic company dashboard 10-2
SLA 44-8 company name clean up lists 27-3
Company name clean up escalation rules 25-1
creating lists 27-3 holiday set 44-4
Company Name Clean Up settings 27-4 label template 39-9
Component languages 11-4
installing 12-2, 12-3 new user template 9-1
uploading 12-2 SLA 44-5
Conditional rules 24-5, 24-42 standard classic dashboard 10-1
Configuring teams 5-2
data upload 28-3 view 18-3
data upload mappings 28-6 workflow 24-8
e-mail editor settings 34-1 CRM E-mail 35-2
e-mail management 35-5 CSV
workflow 24-2 data upload 28-3
Connecting Currency
to Exchange Server 36-5 fields 30-3
Contacts preference 30-3
Exchange 36-18 Custom Content
sync rules 36-17 adding 15-6
Context Area Customizing
changing the layout 14-3 a Quote or Order template 39-8
Create Case action 24-26 deduplication screens 27-1
Create Document for Group action 24-37 e-mail management script
templates 35-15
Create Merge Document action 24-31
help 11-5, 11-6
Create Opportunity action 24-25
summary reports 20-2, 20-2
Create Outbound Call List action 24-38
tabs 17-1
Create Script 15-7, 15-9
view 18-2
Create Task action 24-23
Create Task for Group 24-36
System Administrator Guide Index – iii

Index
D Disabling
Dashboard Outlook plug-in from Registry 36-27
creating a standard classic 10-1 user 3-20
proxy settings 42-11 Display Field for Amendment action 24-20
Data Upload Documents
configuring 28-3 changing templates 39-6
configuring mappings 28-6 customizing a Quote or Order

template 39-8
CSV file preparation 28-3
merging 39-3
enabling 28-2
Troubleshooting 39-10
MS Excel file preparation 28-3
Documents/Reports
multiple field settings 28-8
settings 26-1
performing 28-12
Drop-down
prerequisites 28-2
adding to field 13-5
preview 28-11
changing translations 11-3
running 28-3
Duplicate States 24-4
troubleshooting 28-12
E
Deduplication
E-mail
customizing screens 27-1
configuration settings 34-1
enabling 27-1
From and Reply To Addresses 34-3
Default activities 23-20
handled by CRM 35-2
Default user template 9-1
header text translation 34-5
Deleting
processed by E-mail Management 35-
fields 13-1, 13-1
3
key attribute category 23-15
templates 34-4
products 29-9
E-mail management
relationship types 32-3
functionality 35-2
security profiles 4-5
E-mail Management
teams 5-3
adding rulesets 35-13
user template 9-5
configuration settings 35-5
users 3-22
handling support e-mails 35-12
view 18-10
objects 35-16
Direct rights in territories 4-16
setting up 35-4
Index -iv Sage CRM

Index
E-mail Management Server Options 35-5 fields 25-2

E-mail tools Escalation rules 24-5
understanding 33-1 SLA 44-7
E-mail/SMS EWAREMAILMANAGER.EXE 35-3
settings 33-2 Exchange connection
E-marketing troubleshooting 36-6
Account and User fields 38-5 Exchange Integration 36-1, 36-1
activating 38-4 Appointments 36-20
adding users 38-7 Contacts 36-18
cancelling 38-9 enabling 36-5
editing account details 38-9 enabling mailboxes 36-8
editing users 38-8 initial sync 36-14
reactivating 38-9 logs 36-25
synchronization times 38-2 Outlook plug-in 36-26, 36-28
upgrading 38-8 overview 36-3
E-marketing Configuration 38-1 Tasks 36-22
Editing what is synced 36-17
E-marketing account details 38-9 Exchange server
E-marketing users 38-8 connecting to 36-5
Elapsed time connection fields 36-6
measuring 44-3 preparing 36-3
Enabling Exchange synchronization
data upload 28-2 enabling 36-13
deduplication 27-1 engine 36-15
Exchange Integration 36-5 Exchange syncronization
Exchange synchronization 36-13 options 36-9
merge fields 39-4 Execute SQL Statement action 24-31
multicurrency support 30-1 Export Group to file action 24-38
Entry states 24-4 External Access
Errors changing settings 19-1
Exchange synchronization 36-23 External Access tab 19-1
Escalation rule F
adding a new 25-1 Field Level Help 11-8
System Administrator Guide Index – v

Index
Field Level Scripting 15-1 H

objects 15-7 Help
using javascript 15-6 customizing 11-5, 11-6
Field Level Scripts field level 11-8
adding 15-8 multilingual 11-4
Field properties Holiday set
changing 13-6 creating 44-4
Fields I
adding 13-1 Import Users
adding to company table 13-1 Step 1 of 4 7-3
changing 13-5 Step 2 of 4 7-3
currency 30-3 Step 3 of 4 7-4
deleting 13-1 Step 4 of 4 7-6
E-marketing Account and User 38-5 Info Manager 3-6
Escalation rule 25-2 Information Manager 3-3, 3-12
Exchange Server Connection 36-6 Inline Translation Mode 11-2
key attribute 23-16 Inserting
Lead 24-29 workflow 24-10
placing on company screen 13-2 Installing
related entities 32-4 components 12-2, 12-3
renaming 11-2 mail management service 35-4
Search Select Advanced 13-3 J
Synchronization Management 36-9 JavaScript
User 3-3, 3-8, 3-12 client-side 15-7, 15-8
user template 9-2, 9-2 for field level scripting 15-6, 24-40
G server-side 15-6, 15-7
Global rules 24-5 JavaScript Conditions
Grids creating 24-40
definition 16-1 definition 24-6
Groups K
key attributes 23-20 Key attribute profiles
adding categories 23-14
Index -vi Sage CRM

Index
adding fields 23-16 M

categories 23-8 Mail Management Service
displaying data on tab 23-18 error processing 35-4
groups 23-20 installing manually 35-4
key attribute lists 23-15 running 35-3
reports 23-19 uninstalling 35-4
working with 23-18 Mail merge
Keyword Search view 18-2
view 18-8 Mailboxes
L enabling for Exchange 36-8
Labels Maintain List Definition page 16-2
creating a template 39-9 Maintain Screen Definition page 14-1, 14-
2
in JavaScript Conditions 24-41
Mappings
Language
Classic Outlook Integration 37-1
creating new 11-4
User and Territory 28-10
translations 11-1
Match rules
Lead
setting up 27-2
business calendar 44-2
Measuring
fields 24-29
elapsed time 44-3
License key details 42-10
Merging
Lists
documents 39-3
adding columns 16-2
MS Excel
changing layout 16-2
data upload 28-3
definition 16-1
Multicurrency
Locking
considerations 30-1
System 42-9
enabling 30-1
Locks
Multiple field settings 28-8
ASP 43-2
My CRM list 3-10
record 43-1
O
session 43-1
Objects
status 43-1
in Field Level Scripting 15-7
Logs
Exchange 36-25
System Administrator Guide Index – vii

Index
On-screen coaching Related Entities

Adding text 11-7 adding relationship types 32-1
OnChange Script 15-7, 15-12 changing relationship types 32-3
Opportunity deleting relationship types 32-3
assigning to a team 5-2 fields 32-4
business calendar 44-2 reports 32-4
Outlook plug-in search select lists 32-3
Active Directory Group Policy 36-26 tips 32-2
disabling from Registry 36-27 Remote server
Exchange 36-26 deploying Exchange Sync Engine 36-
15
installer parameters 36-28
Remove rules 27-3
P
Replace rules 27-4
Parent territory 4-16
Reports
Password 3-3
key attributes 23-19
encryption 3-3
related entities 32-4
expiry 3-10
tab group 17-9
security options 4-17
user activity 6-3, 6-3
Preference
view 18-3
currency 30-3
Reset Column Value action 24-19
Primary rules 24-4
Restrict Sensitive Info 3-11
Products
Restrictions
changing 29-8
tab 3-11
deleting 29-9
Role
Search page 29-9
of the System Administrator 2-1
setting up new 29-8
Rules
R
adding actions 24-14
Re-activating
conditional 24-5, 24-42
E-marketing 38-9
definition 24-4
Recent
escalation 24-5
menu 3-13
global 24-5
Record Locks 43-1
primary 24-4, 24-10
Registry
territory 4-8
disabling plug-in from 36-27
Index -viii Sage CRM

Index
transition 24-4 Send E-mail

Run Stored Procedure Action 24-32 action 24-34
Running Send SMS Message action 24-35
data upload 28-3 Session lock 43-1
mail management service 35-3 Set Column Value action 24-17
S Setting
Screen Exchange Sync options 36-9
adding a field 14-1 Setting up
changing the layout 14-2 base currency 30-2
Screen layout e-mail management 35-4
changing 14-2 match rules 27-2
Script templates Settings
customizing 35-15 Company Name Clean Up 27-4
SData dashboard proxy 42-11
creating a view 18-9 Database 42-2
Search screen E-mail/SMS 33-2
adding fields to 14-1 System Behavior 42-4
Search Select Advanced fields 13-3 User 8-1
related entities 32-3 Workflow/Escalation 26-1
Security Show Message on Screen action 24-22
Field Level Security 13-7 Sibling territories 4-15
password 4-17 SLA
territories 4-1 applying to companies and cases 44-8
Security policies 4-13 escalation rules 44-7
Security profile flags 44-9
adding 4-3 setting up 44-5
assigning 4-4 Special territories 4-13
deleting 4-5 States
Security profile rights creating 24-10
changing in a user template 9-5 definition 24-3
Selection list duplicate 24-4
multiple language translations 11-3 entry 24-4
System Administrator Guide Index – ix

Index
Summary report changing 17-1

customizing header content 20-2 customizing 17-1
customizing list output 20-2 displaying key attribute data 23-18
definition 20-1 External Access 19-1
header content 20-1 Task
list output 20-1 sync rules 36-17
Sync rules Tasks
appointment 36-17 Exchange 36-22
contacts 36-17 Team
tasks 36-17 definition 5-1
Synchronization deleting 5-3
errors 36-23 Team CRM button 5-3
initial Exchange 36-14 Teams
Synchronization Management creating a new 5-2
fields 36-9 Template
Synchronization times creating a shared 39-5
E-marketing 38-2 customizing a Quote or Order
template 39-8
Synchronizing
e-mail 34-4
Classic Outlook Integration
appointments 37-3 label 39-9
Classic Outlook Integration user 3-4
contacts 37-2
Territories
Classic Outlook Integration tasks 37-4
adding a new record 4-7
System Administrator 3-4, 3-12
allow absolute 4-14
role 2-1
allow direct rights 4-16
System categories 23-20
parent 4-16
System setting administration 42-1
sibling 4-15
T
use created by 4-13
Tab group
Territory 4-1
reports 17-9
assignment rules 4-8
Table Locks 43-1
implementing 4-6
Tabs
profile 4-1
adding 17-2
rules 4-9
Index -x Sage CRM

Index
Themes enabling mailboxes 36-8

adding new 46-1 fields 3-3, 3-8, 3-12
changing default 46-1 SMS notification 3-8
making available to users 46-4 template 3-4
Tips types 3-3, 3-12
related entities 32-2 user SMS notification 3-8
Transition User activity
rules 24-4 archiving 6-2
Transition rules reports 6-3
adding 24-12 viewing 6-1
Translations User Import 7-1
e-mail header text 34-5 re-import 7-6
field customization method 11-3 User template
multiple language selection lists 11-3 adding a new user based on a 9-3
themes 46-4 changing 9-4
translations list method 11-3 changing security profile rights 9-5
Troubleshooting changing user preferences 9-4
data upload 28-12 creating a new 9-1
document templates 39-10 deleting 9-5
Exchange connection 36-6 fields 9-2, 9-2
U V
Uninstalling Validate Script 15-7, 15-15

mail management service 35-4 View
Upgrading Core 18-2
E-marketing 38-8 creating a new 18-3
Uploading Customization 18-2
components 12-2 deleting 18-10
User Keyword 18-8
activity 6-1 mail merge 18-2
assign to team 5-3 reports 18-3
changing 3-18 SData 18-9
deleting 3-22 System 18-2
disabling 3-20 tips and troubleshooting 18-10
System Administrator Guide Index – xi

Index
User 18-2
Warning flags 44-9

WebLead
Customizing 22-2
Workflow
action 24-5
adding actions 24-14
adding primary rules 24-10
adding transition rules 24-12
building a new 24-8
configuration 24-2
creating states 24-10
definition 24-1
inserting 24-10
JavaScript condition 24-6
rule 24-4
state 24-3
terminology 24-3
Workflow/Escalation settings 26-1
Index -xii Sage CRM

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Sage CRM 7.2 System Administrator Guide

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Sage CRM

Chapter 1: About This Guide 1-1

System Administrator Guide Contents – i

Adding a New Security Profile 4-3

Contents – ii Sage CRM

Assigning a User to a Team 5-3

System Administrator Guide Contents – iii

Customizing the Classic Company Dashboard 10-2

Contents – iv Sage CRM

Example: Modifying the Width of a Text Box 13-6

System Administrator Guide Contents – v

Adding a Print button to a page 15-4

Contents – vi Sage CRM

Tab Customization Actions 17-2

System Administrator Guide Contents – vii

Creating E-mail Notifications 21-3

Contents – viii Sage CRM

Workflow Terminology 24-3

System Administrator Guide Contents – ix

Create Solution Fields 24-28

Contents – x Sage CRM

Escalation Rule Fields 25-2

System Administrator Guide Contents – xi

Mapping Addresses 28-13

Contents – xii Sage CRM

Adding New Relationship Types 32-1

System Administrator Guide Contents – xiii

E-mail Management Configuration Settings 35-5

Contents – xiv Sage CRM

Synchronization Management Fields 36-9

System Administrator Guide Contents – xv

Using Data Upload for Classic Outlook Integration Contacts 37-6

Contents – xvi Sage CRM

Chapter 40: Document And Report Configuration 40-1

System Administrator Guide Contents – xvii

Example 2: Seven Day Week Business Calendar 44-4

Contents – xviii Sage CRM

This guide is for Sage CRM System Administrators.

How this Guide is Organized

Administration Overview An introduction to the role of the System Administrator,

Part II: User Administration

User Setup How to add and change user details.

Security Management How to set up user security profiles, territories, and

Import Users How to add users stored in Microsoft Active Directory

User Configuration Settings An explanation of user configuration settings.

Standard Classic Dashboards How to set default Standard Classic dashboards.

System Administrator Guide 1-1

Part III: Customization

Translations How to maintain multiple languages and change

Component Manager How to import components from a customized

Field Customization How to create and modify fields, including field-level

Screen Customization How to modify screen layout.

Advanced Screen Using Field Level Scripting to make advanced

External Access How to change Web Services and SData access

Summary Reports How to customize summary reports.

Notifications How to create onscreen and e-mail notification rules for

Web Leads How to generate leads directly from a customer Web

Part IV: Advanced Customization

Workflow Customization How to enable workflow and how to customize and

Escalation Rules How to edit and create escalation rules outside of