Filter guides
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Contents of Admin Guides This page presents all the admin guides. The headers and order of the guides have been adapted from the admin settings panel – in addition, there are independent sections for the guides about module-specific settings and features, add-ins and portals. Note, that these guides are for system administrators – therefore […]
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Contents of User Guides This page presents all the user guides, grouped by their use and purpose and ordered from the very common actions to more system-specific ones. The user guides concern the ways the modules or functions in the system can be used every day. Some of the guides may include side notes for […]
2021-12-09, December Release Notes
CRM Suomen Asiakastieto connector available in the new interface The customers who are using Suomen Asiakastieto (SAT) connector can now access the function also in the new interface. The function is located in the home page and has a renewed look to match the new interface. All the same functionalities are still present. Sent newsletters […]
2022-01-12, January Release Notes
CRM New Mass Events module A new and improved module for managing events, trainings etc. in the new interface. The new module introduces entirely new features, including e.g. subevents and open events as an event registration type. Automatic email communication about the event and registration surveys now also have their own views in the event’s […]
2022-02-10, February Release Notes
CRM KPI views in the Mass Events module Each mass event now has a static KPI view which shows the event’s current number of registrations, cancellations and people in spare places. Improvements in the Mass Events module Module tools are now enabled in the module, the attendees’ and personnel’s role can be edited afterwards, the […]
2022-03-10, March Release Notes
CRM Product bundling Products can now be bundled in the new interface. A bundle consists of a main product and sub products, and it can be created and maintained on the main product’s Product bundle tab. A bundle enables selecting all the bundled products at once for quotes etc., and the sub products are shown […]
2022-04-07, April Release Notes
CRM New Relations module An entirely new module, which is meant for creating relations between entities from different modules in the CRM. The module enables creating a link between almost any modules in the system. Improvements in Surveys There is a new question type in surveys which enables uploading a file as an attachment. The […]
2022-05-12, May Release Notes
CRM Two-factor authentication in CRM login If the two-factor authentication (2FA) is activated, the CRM users are required to first use their username and password, and then a PIN code sent by email to log in. The PIN code is valid for 15 minutes after starting the login. The function can be activated in the […]
2022-06-09, June Release Notes
CRM Mass edit in the new interface Mass edit has been renewed for the new interface to better meet the needs in the most used operations. The function enables editing data in picklists, multipicklists, checkboxes and date fields for up to 100 entities at a time. Admins and the managers of reporting units/groups can also […]
2022-08-11, August Release Notes
CRM Recurring invoicing enabled in the new interface Sales orders can now create recurring invoices also in the new interface. The function can be accessed in the sales orders’ actions. Similarly to the legacy interface, to enable recurring invoicing, the sales order has to have products that are enabled for recurring invoicing and are billed […]
2022-09-1, September Release Notes
Update 1.9.2022 between 17-20 (+2 gmt) CRM Contacts’ Self-Service Portal access can now be maintained also in the new interface New workflows for adding/removing Self-Service Portal access; the workflows enable automated access control Invoice date in the mass events’ invoicing function can now be edited Row fields now available for use in filters and charts […]
2022-10-06, October Release Notes
Update 6.10.2022 at 17-23 (EEST) CRM Mass invoicing Mass invoicing has now been published to the new interface. The function is available through sales orders, as the sales order acts as an template for the new invoices. The invoices can be targeted to accounts or contacts, and the target group is determined with a filter […]
2022-11-03, November Release Notes
Update 3.11.2022 at 17-18 (EET) CRM Answers to a (mass event’s) survey can now be deleted Contacts’ answers to a survey can now be deleted either manually or automatically based on a scheduled delete. This applies to the answers to each question provided by the contact; the information about a completed survey will remain saved. […]
2022-12-01, December Release Notes
Update 1.12.2022 at 17-18 (EET) CRM Triggers enabled in Calendar and Helpdesk modules Triggers can be used to automatically send emails to contacts in specific situations if the conditions for it are met. Email triggers have been previously available in Mass Events, but now they can also be created for activities and tickets. Contrary to […]
2023-01-12 January Release Notes
Update 12.1.2023 at 17-18 (EET) CRM Filter listing sorting; Alphabetical order is supported with more variation of field types Creating and editing filter improvements; – Time-related conditions are opened to their own dialog – Filter name is now mandatory Project work hours on frontpage widget are not sorted by alphabetical order Project module support to […]
2023-02-02 February Release Notes
Update 2.2.2023 at 17-18 (EET) CRM Filters and listings Thousands separator is space on KPI numbers; Also numbers on fields are shown with space as thousand separator Quick Filter usage made quicker The go-button is removed. The selections made by the user update the list automatically The date selection opens again as a picklist Kanban […]
2023-03-02 March Release Notes
Changes CRM Survey editor now supports dynamic questions. List topics are now supporting translation. CRM view is now updated after the module tool Run HTTP request is clicked. Field setting now allows the user to select the option to format text. Filters and quick filters have received a coherency update on date selections. In case […]
2023-04-20 April Release Notes
Changes CRM Related entities can now be updated from the module. For example, when the potential is saved to won, the account type changes automatically to the customer. Learn more from here. System has received visual improvements to improve clarity E-Signing There is now an option to delete E-Signing users. There is now an option […]
2023-05-04 May Release Notes
Changes & Updates CRM In filters, if the relation module is removed by the user, the fields, conditions, and KPIs used with that module are removed automatically after the user confirms the action. Pricebook management support is added to V2. More modules are now supporting the mass edit in profile settings. Checkboxes in profile settings […]
2023-06-01 June Release Notes
Changes & Updates CRM User fields can now be used in quick filters. Automatic browser translation is now disabled so fields like names etc will no longer be translated automatically. In mass events, there is now a possibility to get an Excel export of registered participants. Added a new module tool that can create entities. […]
2023-08-03 August Release Notes
Changes & Updates CRM Fields in activities now allow more customizability so there is a possibility to set up account and contacts fields as mandatory. We have improved the readability of the descriptions of the tickets created via MailScanner. There have been plenty of general improvements which range from minor UI changes to improved background […]
2023-09-07 September Release Notes
Changes & Updates CRM There is now a possibility to add static variables that can be used in dynamic field formulas. From now on there is no default filter set when you add a filter to the campaign, so the user has to always select the filter manually. Added a new field contact_id to the […]
2023-10-05 October Release Notes
Changes & Updates CRM Possibility to set up a survey to pre-fill some of the fields. This allows the user to either check that the information is correct or they will get information about what to fill in the field. Possibility to send e-mail to all who are registered in the Mass Event. In addition […]
2023-11-02 November Release Notes
Changes & Updates CRM Possibility to register multiple persons in the same event as a group. A group will only be added if there are enough spaces left for everyone in the group. A new module tool for merging entities has been released. The new dashboard feature Whiteboard gives users an option to make a […]
2023-12-07 December Release Notes
New & Updated CRM general functionalities When selecting a day, you can quickly select the current day by pressing the new Today button. The button showing the account hierarchy visualization will only be visible when the required fields are visible to the user. The system module can be opened from a menu on another tab […]
2024-01-04 January Release Notes
New & Updated Features CRM Rows receive new permanent relation fields Contact (contact_id) and Organization (organization_id). This does not require any action from customers who use custom fields, as these fields will continue to work alongside the permanent fields. Possibility to make a custom view and reporting tool report from activities that have a relation […]
2024-02-01 February Release Notes
New & Updated Features CRM Added multiple new fields to be selectable as CRM Connect Field when creating a new registration form to a Mass Event. Workflows have a new type that supports different delay lengths. The workflow is executed as a background process in its scheduled time. Added the possibility to upload images directly […]
2024-03-07 March Release Notes
New & Updated Features CRM Updated UI in v2 to fully support the Contracts module. Previously the full support has been only in the old system interface (Legacy). Receipts module support for multiple functions also on the v2 side. Sharing permissions Dynamic field formulas and workflows Creating and editing (excluding rows, that can be created […]
2024-04-04 April Release Notes
New & Improved Features Improved mass mailing module tool to simplify the sending process. In the discussion field of a ticket, attachments and images can be added directly to the text. Attachments and images are also passed on to the customer via messages. In the HelpDesk comment field, the customer comments are displayed on the […]
Account hierarchy visualization
General Account hierarchy can be used to structure complex organizations and hierarchy visualization will show these parent-child relationships, so it is easy to see how accounts relate to each other. This functionality can be used to show parent company and its subsidiaries, but also as an office map for companies which operate in multiple locations. […]
Activating Languages in the System
General It is possible to use the CRM system in several different languages. You can activate or deactivate languages by accessing Settings and selecting the Module Manager. By default, the Module Manager shows the Modules tab first, but you can manage translations by selecting the Languages tab (see picture below). This view allows you to […]
Activities
Managing Activities Introduction The activities are managed and created in the Calendar module. The default view of the module is shown in the picture below; if your calendar does not look like this, then you are using the legacy version of CRM-service Browsing the Calendar If the activities in the calendar do not fit into […]
Adding a mass event calendar link to email
General Adding a calendar file (.ics) link to a mass event email allows the registered participant to easily add the event to their calendar application with a single click. This simplifies the whole process since the attendee does not need to add the event to their calendar manually. Start After the mass event has been […]
Approval Queue
Approval Queue With approval queues you can manage entities by having them approved by certain user(s) before it can be used. Approval queues are always created as custom work, but an admin can then manage the user permissions of the queues. For a new approval queue you’ll need to determine the information that needs to be locked and approved, […]
Automatic Deletion of Mass Event’s Survey Answers
Introduction It is convenient to gather all the needed information for organizing an event from the participants with a registration survey. The collected data might however include information, that should not – or based on GDPR, is not allowed to – be kept in the CRM. The mass events have an action for scheduling an […]
Automatically Updating Email Campaigns
Introduction Workflows “Add contact to campaign” and “Remove contact from campaign” can be used to automate the update of the campaigns content. This is especially useful with email campaigns – with these workflows, you can automatically include or remove the contact from an email campaign based on the contacts information, so you do not need […]
Business Intelligence (Qlik Sense)
Business Intelligence Reporting Introduction Business Intelligence reporting is a chargeable plugin to CRM, with which you can analyze your CRM data from multiple perspectives even more thoroughly than with the default reporting features. The CRM-service BI reporting is based on the market’s leading BI technology QlikSense. With BI, you can report the following modules and […]
Campaigns
Managing Campaigns Campaigns in the CRM can be used for many purposes. At their simplest, the campaigns can be utilized to plan customer listings, but you get more out of them when managing newsletterlistings. Campaigns are also used to define the contacts in the Contact Portal call campaigns. Note! The most efficient way to work […]
CC Address Field
General CC addresses are used to send copies of the message to wanted addresses. This is available in the HelpDesk module after the “CC Address” field is activated in the settings by the admin user. Start After the field has been activated on settings, it should be visible in the entity. Users can add emails […]
Change Password
General Passwords are used to protect each account, which means that people should use strong passwords. By default, users will get their first password via email when they start using our system. From time to time there rises a need to change the passwords and in this guide, we explain step-by-step how to do it. […]
Common Errors in Field Formulas
Mathematical calculations with empty or non-numeric values When doing any kind of mathematical calculations in formulas, all used values must contain a numeric value. If a field needed in the calculation does not yet contain a value, like when the entity is first created, a default value can be assigned to a variable with the […]
Complete Guide to Filters
General In the CRM, a filter refers to a general list view in a module, which shows the module’s contents – accounts/contacts/quotes/etc. – as a list. The filter determines which fields are shown as columns, the order in which the entities are shown, and if some criteria delimit the entities. There can be several filters […]
Complete Guide to Work Hour Reporting
General Work hour reporting is a process that utilizes few functions to provide easy to use reporting system. In this guide, we provide all the needed parts in one instruction page. This covers how to use specific parts of the system when doing work hour reporting. You can always find out more about the specific […]
Completing Contact Information When Creating an Activity
Completing contact information when creating an activity With this functionality the user can update missing information while booking a meeting or making any other activity in the CRM. An admin is able to determine which fields of a contact card need to be completed if an activity is created for the contact. When an user is […]
Configuring GDPR Tools
Introduction The European Union’s general data protection regulation (GDPR) came into force in May 2018 and placed demands on how the personal data of EU citizens must be handled. The regulation highlighted for example the person’s right to ask a company to send them all the information they have on them or to delete their […]
Configuring the CRM2 layout
General The CRM2 appearance is defined on the side of the old user interface, and the blocks of each module can be arranged to meet the user’s needs. This guide goes through everything that can be defined with the CRM2 appearance and how to modify the appearance of the module. CRM2 layout You can […]
Consolidated Invoicing Module Tool
Consolidated Invoicing Module Tool With Consolidated Invoicing module tool, you can combine sales orders or quotes of the same account into one invoice from the account card. It is also possible to use parameters to determine default values for the new invoice (e.g. subject). The tool, like all the module tools, can be created in Settings […]
Contact Center – SMS Messages
General With the SMS service, agents can easily send and answer SMS messages to customers. Messages can be started from call history or by answering the SMS message that is sent by the customer. Start One way to start the SMS conversation is to reply to a message sent by the customer. When you receive […]
Contact Center – Super Transfer
General The super transfer is the call forwarding system in the Contact Center. Using this feature, agents can easily forward calls inside and outside the system. We are offering two ways to forward calls. Two ways are called the blind transfer and the accompanying transfer. The main difference between these two ways is that in […]
Contact Center Mobile Application
Contact Center App for Mobile Introduction Answer calls where ever you are with the Contact Center Mobile App. The application works seamlessly together with the CRM and the desktop version of Contact Center. The app has all the same features for making and receiving calls as the desktop app, excluding the admin settings. Contact Center […]
Contact Portal
Contact Portal The Contact Portal is a part of the portals provided by CRM-service Oy. It includes modern functionalities, real-time connection to CRM, and reporting features. Like the CRM, the Contact Portal is a fully cloud-based service. Admin users have full control of the Contact Portal. If the user is the admin in CRM, then […]
Contact Portal: Settings and Actions
Campaign Settings and Actions in Contact Portal In addition to the regular modules, an admin user in Contact Portal can see the Admin module, where it is possible to manage campaign settings. These include i.a. assigning the agents to campaigns, activating survey and email templates and determining tools and other settings for the campaign. The […]
Create Activities
Creating and Editing Events (Activities) This guide is about events. For information about activities and the Calendar module in general, see the guide Activities. There are different ways to create a new event, depending on your settings and needs. You can choose to create the event in the following ways: In the Calendar module (Always […]
Creating Activities for a User with automation
Creating Activities with Target Groups Introduction You can create activities in mass for the assignee of the accounts or contacts in a target group, or some other CRM user. These activities automatically have a link to the contacts or accounts in the target group, and they could concern e.g. a call campaign. You can either create […]
Credit Invoice -How to build the process
General Invoices sometimes need credit invoice pairs to even out the income expectations. To users, this is simply one button on the invoice called ‘Credit invoice’ and it will copy the invoice, convert it to the minus and add a relation to the parent invoice. We are using settings about layout editor, dynamic field formulas, […]
CRM-service Active Directory Integration
CRM-service Active Directory Integration General This document describes the high level design of Active Directory integration. The implementation of AD-integration covered in this document does not contain single sign on functionality. All users that have access to CRM-service also belong to a specific CRM users group in Active Directory. The Active Directory does not contain […]
CRM-service CIWS Library for REST
CIWS Library for REST CRM-service CIWS is a client library that can be used with our REST interface. Requirements .NET Framework 4.5 or later Example Code using System; using System.Collections.Generic; using System.Linq; using CRMservice.ciws.rest; using CRMservice.ciws.rest.Authenticators; using CRMservice.ciws.rest.Core; using MongoDB.Driver; namespace SyncInterfaceService { class Program { [CrmModule(Module.Accounts)] public class CrmAccountForRelation { [CrmFieldName(“id”)] public string Id […]
CRM-service CIWS Library for SOAP
CRM-service CIWS Library for SOAP CRM-service CIWS is a client library used as an easy access interface for CIWS API. To use the CIWS API you need a specific API key for your CRM-service instance. Requirements .NET Framework 4.5 or later CrmManager Namespace: CRMservice.ciws.Manager Namespace: CRMservice.ciws.Manager.Default CrmManager is used for accessing webservices. You can make […]
CSV Import
General CSV data importing is supported in many modules in the CRM system. The Import button is located in the toolbar at the top of the page of every module. The visibility of the tool is determined in user profiles, where an admin user can set users’ rights for the tool (for more information, see the guide System […]
Currencies
Configuring Currencies You can create, edit and delete currencies used in offers, sales orders and invoices in Settings → Currencies. The Currencies List shows the currencies added in the system (see picture below). Euro is the default currency of the system and therefore can not be edited or deleted. Other currencies have buttons for editing and […]
Currencies in Roles and Provisions
Attaching Currencies to Roles and Provisions The currencies available for different roles and used in provisions are managed in Settings → Currencies in Roles and Provisions. In the settings the currencies available for viewing and use are determined for each role separately (see the picture below). There can only be one currency for the provision.
Custom Routing of Network Traffic to CRM-service
As like any web-based software, CRM-service is also accessed via your dedicated domain name, eg. company.crmservice.fi. This address is then translated into a series of IP-addresses (one or more) so your computer then knows where to connect on the internet to find the given web application. These IP-addresses are subject to change at any point […]
Custom Row-Level Fields
Custom Row-Level Fields The system has four modules that contain row-level data. These modules are Sales Orders, Purchase Orders, Quotes and Invoice. The row level contains basically only standard column fields of the system, but it is also possible to create new custom fields for the rows depending on the need. Creation and Maintenance Row-level […]
Dashboard management
General A dashboard is a place where users can place elements, aka widgets. Users can have multiple dashboard views, and they can also be shared with the reporting group. The dashboard provides users with a quick view of things they like to follow, and it is a place for specialized widgets like a widget used […]
Discussion
The Discussion Tool The discussion tool is a way to make the company’s internal information flow about the entities smoother. The comments on the discussion are visible only in the CRM and to those users that have a permission to see the entity in the first place. You can also mention another user in a […]
Document Templates – Using Tags in ODF/OOXML Templates
Template Management For example the Word (.docx, .rtf) and Excel (.xlsx) files and PDF and Open Document format files can be used as document templates for quotes, sales orders, invoices, support tickets, campaigns and invitation events. The templates can be prefilled with images and text. In addition, you can use different tags in the document to […]
Document Templates – Convert ODF / OOXML to PDF
Convert ODF/OOXML to PDF General An admin user can create a conversion tool in the Document Templates that converts ODF/OOXML files to PDF when you open the template from the CRM. Any file in a right format can be converted. The template can include the company logo and layout, as well as fixed text. For more information […]
Document Templates: Certificate Templates
Creating Certificate Templates Introduction You can send certificates by email to all the contacts that have attended a certain invitation event directly from the invitation event. The certificate is always event-specific and the information about the event, like the event name, time and place, must be written manually on the certificate template. The information about […]
Downloading the Outlook Add-in
Outlook Add-in With the CRM-service Outlook Add-in it is possible to synchronize an Outlook account with a CRM account. The elements that can be synchronized are calendar activities and e-mails and their attachments (from Outlook to CRM). The Add-in provides Outlook with tools to link CRM information and entities with new appointments and e-mails to […]
Dynamic field formulas
General With Dynamic Field Formulas, you can for example count values, create conditional clauses, edit fields’ information, etc. within a single CRM-service entity. With Dynamic Fields Formulas, you can also seek information from another module to the entity or count values for rows. It’s also possible to have a certain information field to show on […]
Dynamic Fields
Introduction With dynamic fields, you can set fields visible or hidden under certain conditions. Every field is visible by default, but with dynamic fields you can determine situations, in which some fields will not be visible at all – or on the contrary, in which the fields will be visible and even mandatory. The dynamicity conditions […]
E-Invoicing – Error Conditions
General In practice, sending an e-invoice happens in four stages: The invoice is generated and sent from CRM. The invoice goes from CRM to the operator of the invoicer, who checks the information of the sender of the invoice. The invoice is transferred from the invoicer’s operator to the recipient’s operator, who searches for the […]
E-Signing
E-Signing E-Signing is a separately activated feature, which allows the entire signing process from document management to signing and storing of signed documents to be handled within CRM. No separate agreement is required to activate the electronic signature: it is also covered by the current CRM-Service agreement. The e-signing technology is provided by Scrive. The […]
Editing and Dividing the More Information Tab
Editing and Dividing the More Information Tab Introduction Every entity in every module in the CRM has a More Information tab. By default, this tab shows information about other modules’ entities that are linked to the particular entity: for instance the More Information tab of an account could show all the invoices (and contacts, activities, etc.) […]
Email templates: Creating emails
General The Email Templates module of CRM’s new user interface has a built-in editor for creating emails. The editor works easily and visually on the drag-and-drop principle, so creating an email does not require HTML knowledge. In addition to this, the editor automatically takes care of how the e-mail works on different end devices, and […]
Email Templates: Sending Mass Email
General Mass mailing makes it possible to send e-mails to large groups of recipients directly from the CRM. The mass mailing module takes care of the last step of the sending process – i.e. sending emails – so before that you have to make sure that the email to be sent and the campaign (i.e. […]
Email Templates: Testing Links
General In general, the links placed in the email template work flawlessly, as long as the link address is correct. However, if you want to make sure that every link in the email template works correctly, you can use the following instructions to test the links. There are two different options available, from which the […]
Entity Archiving
Introduction The entities’ archiving function makes working with CRM quick search fields easier by separating older entities from the more recent ones. When an entity has been archived, it won’t show in the global or module-specific searches. Archiving will not delete or modify the entity, however, instead the entity will show normally e.g. in module […]
Entity field change log
General When enabled, the entity field change log allows the system to show the changes made in the specific field of the entity card. Entity field change logs will show the value changes of the field, who has modified the field, when the field was modified and how long each change has been in use. […]
Entity’s Owner
Entity Owner Settings In the CRM-service system there is only one owner or assignee for every entity (Account, Contact, Sales Order, etc.). The owner can either be an individual user or a group. Every entity’s assignee settings can be edited in the module’s settings by clicking the Settings button in the right module and then selecting the […]
Examples of Dynamic Field Formulas
General This page contains examples of the most commonly used Dynamic field formulas. The formulas might not be suitable for every situation as they are written here, but they serve as models to write the dynamic field formulas. The formula instructions are color-coded to illustrate which parts of the formula are most likely to change […]
Field name variants Legacy vs REST/CRM2
Some field names are different when using them in integrations, module tool parameters, or on dynamic field formulas. How to use both field name variants so the formula is running on front and on background cases: {if $account_type}{assign var=”type” value=$account_type}{else}{assign var=”type” value=$accounttype}{/if} …continue the formula be referering to type instead of accounttype or account_type Note: […]
Field Translations
Translating the Fields of the Modules The default language in the CRM system is English and therefore some of the fields in the modules may show in English when not translated individually. You can do and improve the translations to different languages in Settings → Translate Fields. The picture below shows the field translations of the Accounts […]
File Size Limits in CRM-service
File Size Limits in CRM-service The file size limits for the attached files are the following: When attached directly to a related list: 25 MB When using a Web Service API: 25 MB When attaching images or other files to emails in Email Contacting Portal: 5 MB When using Outlook Add-in: 6 MB.
Files – How to activate it to your CRM usage
Files is a storage module for a different types of files that relates to other modules like quotes, accounts, and invoices. Activate the file module Activation happens from the module manager, but in many environments, it is activated already. File module is like any other module and it has its own access rules via Profiles […]
Filter Conditions – Complete Guide
General Filter conditions are set after setting up the fields of the wanted filter, and they limit the information shown in the list view. Please note that when using a field in conditions that contain a multi-relation, the system will give you the following notification: Start In the view where filters are created and edited, […]
Filters in modules
Oh bummer! It seems that these instructions started their retirement after the filter update was published. However there is no reason to panic, the new complete guide to updated filters can be found here.
Filters: KPI
General KPI is part of the filter settings and the information it provides will be visible at the top of the filter. KPI can be used to display more accurate data in different styles. A maximum of three KPI points can be created and they will appear at the top of the page. Using KPIs, […]
Formatted Text Area
General Formatted Text Area is designed to give the user more freedom to format the text in the Description fields. You can activate this option from the Layout Editor, where these settings are located at the bottom of the page. Start How to use Formatted Text Area After activation you can format the text in […]
General Terms
The General Terms of Agreement have been renamed as CRM Service Terms of Use, which you can access here. The CRM Service Terms of Use replace the General Terms of Agreement. Last update: 10.5.2017 GENERAL TERMS OF AGREEMENT – CRM-SERVICE APPLICATION These general terms of agreement are a part of the agreement (“Agreement”) according to […]
Global Translations
Managing Global Translations With Global Translations it is possible to alter and translate commonly used terms and for example the menu titles in the CRM system. Therefore, they should not be used to make larger translations of the system but to adjust the terminology. You can examine and edit the Global Translations in Settings → under […]
Help & Glossary
Reading the instructions We at the CRM-service are proud of the fact that our system is flexible. The customer will get what they need using modules and highly modifiable settings since the system can be scaled to fulfill their needs. Admin users have multiple options inside the system. This means, for example, that they can […]
Home Page Charts
Home Page Charts Introduction With the CRM home page’s Chart elements, you can create graphical (or in table format) reports on the user’s home page. The charts have extensive setting options, so that you can determine the perspective for the report very carefully to meet your needs. The charts can be user-specific or you can […]
Home Page Charts: Bar and Line Chart
Bar and Line Chart Introduction This guide helps you to create bar and line charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent […]
Home Page Charts: Pie
Pie Chart Introduction This guide helps you to create pie charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent an example pie about […]
Home Page Charts: Stacked Chart
Stacked Chart Introduction This guide helps you to create stacked charts for the user’s home page. To learn more about the home page charts in general and how to share them among the users in a certain sales group, see the guide Home Page Charts. The pictures in this guide represent an example stacked bar […]
Home Page Charts: Stacked Percentage Chart
Stacked Percentage Chart Introduction This guide represents an example case of a stacked percentage chart. A percentage chart is created in a same way as a “normal” stacked chart (for more information about creating stacked charts, see the guide Stacked Chart), but with using the additional setting Show as % (see the picture below). In […]
Home Page Widgets
General Widgets can be used to quickly access and view specific elements of the system like the calendar, work week, and the sales funnel. Start Widgets are generally easy to use. Some will require only the specific name user wants the widget to be displayed, while some need other information to be filled in. Quick […]
How to add file to the entity using REST
General These instructions explain how you can add a specific file to the wanted entity using REST. There are a few key components needed for a successful process. The user must determine which module [module] they want to add the file to and to which entity [id] the file is attached. Authorization is done by bearer [token] and [crm_address] is […]
Information Security – IP Permissions
Managing IP Permissions You can manage IP permissions in Settings → IP Permissions. If there aren’t any permissions (denied or allowed IP addresses) determined, the system will allow signing in from any IP address. By default, the system allows only CRM service provider’s IP addresses whose types are Permanent. Every change in permissions (creating, editing and […]
Installing Outlook Add-in as a MSI file
Outlook Add-in Installation as a MSI File The Outlook Add-in can be downloaded as a MSI file (in a ZIP file) using the following link: Outlook Add-in (v. 7.53). The MSI file is installed on the command line with the following command: msiexec /i CRMOutlookAddinSetup.msi /quiet The Outlook Add-in settings can be preset in the Outlook GUI […]
Protected: Instruction Cave
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Integrating Web Services
Web Services Introduction CRM-service provides open REST and SOAP interfaces for creating integrations between the CRM and third party applications. For more information about the interfaces and instructions for accessing their up-to-date documentation, see the following guides: The SOAP Interface The REST Interface CIWS Libraries There are CIWS libraries for using SOAP and REST interfaces. […]
Interest Groups
Creating and Managing Interest Groups Interest Groups can be used to create different links between CRM entities. Their purpose is to ease up the visibility and handling of different account and contact links, since all possible linkings simply can not be seen in the entity’s information. You can use a interest group e.g. when a […]
Invoicing Mass Events
General The mass events module enables users to create multiple different types of events, which naturally also means that sometimes those events have invoiceable items, like entrance or lunch fees. It is also possible that the main event is free, but the event has sub-events with separate charges. The mass events module provides users with […]
Invoicing Purchase Orders
Invoicing purchase orders through quotes CRM-service offers the possibility to copy product rows from purchase orders to quotes by selecting the orders under Projects and Additional Information –tab. This enables the user to move multiple product rows from different purchase orders to a quote and make sure that all the information stays the same. Below […]
Kanban
Introduction In addition to listing filters, it is possible to create Kanban views in the general views of CRM modules. Kanban is suitable for describing the process and its progress. Its visual presentation also often makes things easier to deal with and follow up. Any information that involves step-by-step progress can be represented as a […]
Layout Editor
Layout Editor Introduction The layout of each module can be fully customised in a way that best works for you. The module’s entity cards, meaning e.g. a single account’s information on the Accounts module, consist of blocks and fields in them. You can edit edit, add, hide and remove the fields, and additionally, change their grouping and order in […]
Linking survey to email
General Once you have completed the survey, you can distribute it via an email link. The survey can be attached to the email as a text link or a button. In this guide, we will show an example of both. Start For this guide, we assume you already have an email template for sending this […]
Mail Scanner
Configuring and Using the Mail Scanner The Mail Scanner function can be used to create trouble tickets to CRM from the received emails of a certain email account. With scanner conditions and actions, it is possible to identify the emails that should be scanned and perform the right actions to create the tickets. When […]
Maintaining the Menu Structure
The Menu Structure Introduction The main body of the system is built around the top menu. The menu is used to navigate around the system and when it is logical, it supports the daily tasks of every user. The visibility of the menu headers and menu items below them can be managed by profile. Therefore […]
Managing and checking DNS Records
General DNS records are an important part of the functioning of any website. For more information on what DNS records are, see What DNS Means? In this guide, we will explain who is responsible for editing the DNS record, why you need to update the record, and what to do if you encounter problems delivering […]
Managing and Creating Document Templates
Creating Document Templates You can manage RTF, PDF, Excel (XLSX) and ODF/OOXML templates used in the CRM system in the Document Template settings: Settings → Document Templates. In the settings you can see all the created templates, which can be edited deleted and activated/disabled (see the picture below). You can add a new template by clicking the Add […]
Managing Portal Users
Introduction Your customers’ access to Self-Service Portal can be managed both manually or automatically. When the access is managed manually, you can activate access in the CRM with an element on the contact card. With this element, you can activate the access but also manage e.g. the portal profile, which further determines the contact’s rights […]
Mass editing
Introduction With mass editing, you can edit multiple fields simultaneously. The mass edit option is located in the chosen CRM modules’ top right corner. By default, all the modules in CRM are mass editable. The following field types are editable with mass editing: Checklists Checkboxes Date fields The mass editing tool will only show the […]
Mass Event Surveys
Introduction A person registering to a mass event, can be presented with a registration form, that can be used to collect all the needed information from each registrated person right away. The registration form is unique for each mass event, so the questions and types of questions can be alternated when needed. If registrations are […]
Mass event triggers
General Mass event triggers can be used to manage event-related automatic email communication to participants and contacts marked as personnel. The most typical triggers are registration confirmations sent to participants and a reminder about the event a few days before the event starts. This instruction describes examples of the above-mentioned cases, but these guidelines can […]
Mass Events
…can contain multiple sub-events and sub-events can have their own capacity and price. The capacity of the subevent can’t be more that the capacity of the whole event. The selected…
Mass Invoicing
General These are instructions for using Mass Invoicing after the admin has enabled the settings required for Mass invoicing. To find out how to set up the Mass Invoicing, see the instructions here. Mass invoicing can be used to create similar invoices at once for a selected group of customers (accounts or contacts). In this context, […]
Mass Mailing Scheduling Settings
General Mass mailing can be sheduled, so it will be delivered to the recipients at the specified time. For this functionality there might be a need to adjust the admin settings, and those adjustments are explained in this article. Specific instructions on how to schedule mass mailing can be found here. Start Adjusting the settings […]
Merge Entity module tool
General This tool is used to merge the information of duplicate entities, including relations. You can do this with entities that are located either in Accounts or Contact modules. The tool must be activated by the admin user. This tool allows users to easily merge duplicate entities by selecting a target entity and then selecting […]
Mobile Settings
Adjusting the Mobile Interface The settings of the mobile version of the CRM system can be examined and edited in Settings → under the Other Settings Mobile settings. The picture below shows the settings of the mobile version that can be edited. When changes are made, remember to click the Save button at the top right […]
Module Entity Numbering
Module Entity Numbering Introduction The entities in CRM modules are numbered automatically in the order they are created. Each module has their own independent numbering. By default, the number of the entity consists of a prefix and the actual number. The prefix is the same for every entity in the same module, but the number […]
Module Manager
Module Manager You can select the modules that are visible and active in the system (interface) in Settings → Module Manager. By default the tab Modules is first shown in the Module Manager (see the picture below). On this tab you can set the modules visible and usable by ticking the checkbox active . Most of the modules also […]
Module Tool Parameters and Settings
General This guide is about defining module tools’ parameters and other possible tool-specific settings. For more information about the module tools in general, see the guide Module Tools. Parameters You can set parameters for the module tool to for example fetch/supplement information from the source entity or fill in the field with certain information: The formula […]
Module tool’s special parameters
General The functionality of the module tools is fundamentally similar between the old Legacy CRM service interface and the new V2 interface, and therefore many tools are suitable for use as such in both versions. Conditions: Module tool visible only in the current/new interface If you want the module tool to be visible only in […]
Module Tools
Module Tools This guide concerns the module tools in general and the settings for showing and running them. For more information about defining the parameters and possible other settings for the tools, see the guide Module Tool Parameters and Settings. With module tools it is possible to create tools for entity cards (= information view of […]
Outgoing Traffic from CRM-service
Some functions in CRM-service may initiate a network connection from CRM-service to a client-defined address. These functions include, but are not limited to: Webhooks Selected Module Tools Email sending to customer’s custom SMTP server The Source of this network traffic from CRM-service is currently coming from the following IP-addresses or subnets. 217.112.247.96/27 This list is […]
Outlook Add-in for users
Outlook Add-in user guide Before the Outlook Add-in can be used, it needs to be activated by an admin user (instructions: Outlook Add-In Setup). The Add-in is managed on the Add-ins tab in Outlook. On the Add-ins tab, there are buttons for i.a. logging in and out, manual synchronizing and settings (see the picture below). Appointments […]
Outlook Add-In Setup
Outlook Add-in Setup It is possible to synchronize your calendar and emails in CRM with the calendar and emails in your Outlook account. To do this, you’ll need to download and install the CRM Add-in for Outlook (you can find the download links in the guide Downloading the Outlook Add-in). When the add-in is downloaded and […]
Password reset settings
General The password reset settings allow users to change their password using the Forgot your password function. If this function is not activated, users will not be able to change their own passwords in the system. Start Password reset can be activated in the settings under Settings → Additional settings → Security settings. In order […]
Picklist Editor
Picklist Editor Picklists can be created in the layout editor of the module. You can add, edit and remove the values in this picklist in the picklist editor by clicking the edit button on the picklist’s row (see the picture below). Another way to get to the picklist editor is through settings (Settings → Picklist Editor), but this option does not show the […]
Portal Settings
Managing Portal Settings Introduction The Self-Service Portal is a portal for which you can grant access to your own customers. The modules and fields shown in the portal can mostly be managed in the CRM. Moreover, you can create several portal profiles and show them different amount of information if needed (e.g. only the main […]
Portals and Channels for Customer Care Automation
General CRM-service offers several customer self-service portals and tools for e-mail marketing and contact center functions. The customer service operates through portals, sms, e-mails and QA functions. EFFICIENCY FOR MANAGING CUSTOMER ENCOUNTER AND SELF-SERVICE
Price Books
General With the price books, you can define customer-specific prices for certain products. This way the prices of the products added to e.g. an invoice are updated automatically according to the price book based on an agreement with the customer. The price books have their own module, Price Books. Start Price lists have their own […]
Privacy Policy
PRIVACY POLICY Privacy Policy for services This privacy policy is given by CRM-service (CRM-service Oy), a Finnish limited company with the Business ID 2132453-0 (later as “CRM-service”, “we”, “our”, “us”, “Company”). The policy applies also to all our subsidiaries. This policy describes how we process personal data. We seek to ensure that your personal data […]
Process diagram
General With a process diagram, it is possible to show the values of the field more visually. The process diagram can only be activated in the fields which type is the picklist. With the help of the process diagram, the value of the field can be changed with one click. In this instruction, the process […]
Product Based Commission
Product Based Commission This guide concentrates on setting up volume based commission groups. Like with all the provision groups, creating and managing the product based commission is done in Settings → Provision Groups. In product based commission, there are no other settings for the actual group except for name and type (Product based commission). In this […]
Product Select Popup Customization
Product Select Popup Customization The categories and fields shown in the product select popup can be determined in the settings. The fixed categories of the products can be used in the popup, and this way you can use both the Search field and the categories to filter the products. The product select popup customization can be […]
Products
General The products module represents everything billable. These can be products with stock, products with unlimited stock, and even things like work hours. Products are used in multiple functions and there are multiple settings available for each type of product. Products can also be offered at different prices for certain customers by using price books. […]
Project Settings
General It is possible to determine versatile permissions and restrictions to project functions in Profiles’ settings and Additional settings. With these settings, it is easy to either grant access or hide some functions from certain basic users, e.g. based on their job description on the project. An admin has always access to all project functions […]
Projects
General Projects can be used to make it easier to manage even large projects. Projects are used, for example, in connection with expense tracking and work-hour reporting. The participating persons are related to the projects, then record the working hours related to the project. There are different ends available for projects, will have their own […]
Quick view function
General The goal is to quickly see information about any relation, such as Customers, Contacts, Invoices, without having to open them. A magnifying glass with a + sign opens a window with the selected fields. Fields that are visible in the quick view, for example, Account are set in the module Accounts and are always […]
Recurring Invoicing
Creating Recurring Invoicing for Sales Orders Introduction It is possible to create recurring invoicing for sales orders. With this function, you can bill automatically the same customer for the same products or services e.g. monthly or annually. The invoices in recurring invoicing are formed retroactively, which means that the invoice is always generated at the end […]
Related Lists
Related Lists Introduction The More Information tabs in each module have permanent default views, which show information related to the entity. Even though these views are handy, they might not always show the right things from the right perspective: a permanent view could e.g. show all the activities of the contact, but the need might be […]
Report Generator
Viewing and Sharing Reports The report generator can be used to create reports that combine information from different modules. The reports help you get a hold of the CRM data and provide material to base decisions on. The created reports can be viewed directly in a browser (a new tab will be opened) by clicking on a report on the front […]
Reporting Contact Center Data in CRM
Reporting Call Results in CRM In addition to the numeric reports in the portal, the results of the calls performed in Contact Center and Contact Portal can also be reported in CRM. This can be done with the report generator and with related lists on the More Information tabs of Accounts, Contacts and Campaigns. Report […]
Sales Funnel
General With the sales funnel, for example, offers can be displayed according to their stages in the sales funnel. A sales funnel can be created on the front page and thereby shared with others in the reporting group. Additional instructions on front page. This guide goes through the different settings and definitions of the funnel. […]
Sales Orders
In the Sales Orders, you can create new Sales Orders or create invoice templates for Mass Invoicing. Here are the explanations for some of the most common fields used in Sales Orders: Status – The status of the template will also determine the initial status of the invoices. Due date – The due date for […]
Sales Organization Access
Managing Sales Organization Access Sales organization permissions are applied to Custom reports and Business Intelligence reports. Sales organization permissions can be created in Settings → Sales Organization Access. The users are listed in the view by sales groups; you can search for a certain by selecting a sales group and if wanted, a text to search. If […]
Sales Organization Hierarchy
Sales Organisation hierarchy In the CRM-service system, you must set up a hierarchy of the sales organization structures. The system users are linked to this structure on different organization levels. Users do not have to belong to any sales organization structure. In that case they will not have permissions for example to any Custom reports […]
Scheduled Tasks
Scheduled Tasks With scheduled tasks it is possible to automatize the use of target groups. You can for example set a target group to update automatically at certain time intervals and/or automatically create activities concerning the target group to your calendar. You can also use a scheduled task to schedule in advance a mass edit for a certain […]
Scheduling Target Group Activities
Target Group Activities’ Settings and Scheduling Them Introduction You can create activities in mass for the assignee of the accounts or contacts in a target group, or some other CRM user. These activities automatically have a link to the contacts or accounts in the target group. Activities like these could concern e.g. a call campaign: the user […]
Search functions
General Search functions are designed to make it as easy as possible to find information. Our CRM system provides users with both a site-wide search engine and search engines for individual parts of the system, to make it as easy as possible for users to find what they want in the system. The site-wide search […]
Security Settings
Security Settings An admin can manage the IP-address restrictions and brute-force settings in Settings → Security. The main view of the security settings is presented in the picture below. In brute-force protection field you can determine, how many failed login attempts will ban the IP address and for how long. The IP addresses that are trusted can […]
Self-Service Portal
Self-Service Portal — What is It? The main focus of the CRM-service Self-Service Portal is to act as a service platform for the customers. The portal’s users are your own customers – that is, the people who have been saved as contacts in the CRM. The use of the portal may vary quite a lot, […]
Service Security Overview
Security Overview CRM-service Oy recognizes that the confidentiality, availability and integrity of our customers’ information are vital to their business operations. We use a multi-level security approach to protect key information, constantly monitoring and improving our application, systems and processes to meet the growing demands and challenges of security. This document outlines some of the […]
Set email sending addresses and authentication methods
General We have created a video to explain visually how the process works, so you can watch it here. The default email address of the system is mailer@ecp.fi. By adjusting the settings, it is possible to add other addresses, which will appear in the list including the name you gave them when you added the […]
Setting up Mass Invoicing
General Mass Invoicing is an action that can be used to create similar invoices at once for a selected group, either as a one-time invoice or recurring invoicing. These instructions are only for setting up the Mass Invoicing action, and separate instructions on how to use Mass Invoicing can be found here. Setup Admin user […]
Setting up the Discussion Tool
Setting up the Discussion Tool Introduction The discussion field is available in all the modules and it is an easy way to make the internal communication about certain entities smoother. For more information about how the tool works and can be used, see the user guide Discussion. Creating the Discussion Field You can add the discussion […]
Setting Up the Module Tool for Sending Individual Emails
Introduction The module tool CRM2 Send email enables sending email templates in the new interface to individual contacts. You can also include a document template and/or static files from the Files module to be sent as attachments to the email. The tool can be activated for the Contacts module and any module that has a […]
Stock Tracking
Stock Tracking Introduction It is possible to keep track of the quantity of your products by setting them stock tracked. When stock tracking is activated for a product, purchase orders will increase and sales orders decrease the amount of the product in stock. You can also for example have the CRM system notify the vendor […]
Surveys – General Settings
General The survey settings are divided into three parts. This article will go through the general settings and the page settings, and there is a separate guide for questions. The survey section guides you through the general settings of the survey. The general settings that are used for all pages and questions are made in […]
Surveys – Setting up a new survey
General In the surveys module, it is possible to create different surveys that can be sent to users via email or during mass event registrations. This guide explains all parts of a survey in general terms, from creating a survey to introducing the parts of the editor. Instructions for surveys made specifically for mass events […]
System Access
System Access Management Definitions Entity = One saved record in the system, e.g. one account or quote. Introduction System access can be set for each entity, so that on the strictest (=lowest) access level each user can only see their own entities. Every entity has always only one owner, which can be either an individual user or […]
System Messages
System Messages You can manage function-specific automatic email messages sent by the system in Settings → System Messages. In Sending options, the sending time and dates, sender name and the email address(es) of the sender and recipient(s) are determined (see the picture below). In the section below, the you can activate or disable preconfigured system messages. The […]
System Requirements
System requirements The CRM-service system can run on any modern computer or mobile device with an Internet connection and that supports the latest stable versions of the following web browsers: Microsoft Edge Microsoft Internet Explorer Mozilla Firefox Google Chrome Safari. Note: For all browsers, you must enable JavaScript, cookies and SSL. CRM-service might also work […]
System requirements checklist
To ensure the smooth operation of the system, it is a good idea to check that the equipment used meets the system’s requirements. If any of the issues listed below are beyond your control as a user, please contact the person responsible for IT in your organisation to clarify matters. If the CRM system feels […]
Tags in Emails Sent by Module Tools
Tags in Emails Sent by Module Tools Tags are used, foe example, in email templates and in certain module tools that send emails. This guide is about the tags in module tools. You can learn how to use the tags with other tools in other guides by clicking the links above. There are multiple module […]
Target Groups
Target Groups By using target groups you can generate company and personal groups for email marketing, telephone contacting and so on. You can create several different target groups for each need. Creating a Target Group To create a target group, you first need to determine the basic information of the group. The creation starts by clicking […]
Tax Calculations
Managing Tax Calculations You can manage tax calculations for offers, sales orders and invoices by clicking Settings → Tax Calculations. The taxes saved in the system are shown in the Tax calculation’s main view (see the picture below). The tax can be activated or disabled by clicking the checkbox on the tax row. The tax rate and […]
The REST Interface
The REST Interface Introduction Implementing integrations between CRM-service and third party applications is simpler and more versatile than ever before with our new REST interface, alongside with the existing SOAP interface. The REST interface can be used for reading and writing data. Testing the REST Interface Each CRM-service instance has its own test interface for developers […]
The SOAP Interface
The SOAP Interface Introduction SOAP is a part of the CRM-service’s open Web Service interfaces. This document provides a technical overview to developers for integrating third party applications with CRM-service. The latest specifications and service descriptions are available in our online documentation: https://<Your CRM-service-url>/CrmIntegrationWebservice/ If you are not familiar with SOAP based Web Services it […]
Translation keys
Most often needed translation keys in CRM -layout These are specific translation keys used with Admin tool Global translations when the CRM-service system terminology is changed to fit the customer needs. New Account Window pop-up when new entity is created the translation key is entity_dialog.new.accounts Where the module (red) can be changed to any example […]
Travelling Expense Approval
Travelling Expense Approval An employee can inform their commuting expenses by the project in the Time tracking home page widget. The products linked to commuting expenses are determined in the system settings. When an employee has made a travelling expense entry, the manager of the employee will receive a notification on their home page. If […]
Update information to linked entity
General This workflow gives the possibility to update information beyond the saved entity. For example, when the potential is saved, the account information is updated and saved with new information. Information from the Account is copied to the contact like the street address Needed function to proceed with this new feature: Workflow that is […]
Web Service API Keys
Managing Web Service API Keys The CRM-service API keys allow and enable the integration of external services with the CRM. The API keys are managed in Settings → Webservice API keys. In the API keys’ settings you can create new, delete unused and lock existing API keys and determine key-specific permissions to the web service methods. Creating a New […]
Webhooks
How to build webhooks in CRM-service The main tool in CRM-service to build webhooks is a module tool called “Run HTTP Request” (see picture below). This tool can be activated in any module, and when clicked, it will trigger the wanted HTTPS request. Run HTTP Request module tool Module tools are built by going to […]
What DNS Means
General People write website addresses in text, but computers communicate with each other using numbers. The solution to this communication problem is DNS (Domain Name System), the Internet’s name service system that converts web page addresses such as resources.crmservice.com into a form that computers can understand, i.e. IP addresses. It is a kind of Internet […]
What SPF, DKIM and DMARC mean to your emails?
General Safely delivered email is one of the most important communication tools for organizations and companies. However, because of the large number of spam and phishing attacks, the ability to identify the sender is extremely important. One way of doing this is the usage of common email authentication protocols SPF, DKIM and DMARC. Different email […]
Whiteboard
General The Whiteboard planner is a Kanban view that can be added to the homepage. With Whiteboard the user can drag and drop entities added to the Whiteboard from one of the modules to arrange them according to their choice. A whiteboard is added to the homepage in the same way as other widgets on […]
Widgets: Work hour reporting
General Users can add widgets to their system’s front page and two of those widgets are linked to the work-hour reporting. These widgets are called Workhours and Project hours. Project hours can be used to track worked hours on different projects. Workhours, on the other hand, give the person a summary of tracked work hours […]
WordPress Plug-in
WordPress Plug-in – Configuration and Use Introduction CRM-service offers a free-to-use WordPress plug-in, or connector, with which the information received through WordPress site forms can be automatically saved in the CRM as well. You can use the forms to create new leads or potentials, which can be used instantly in your sales, support or marketing pipelines. […]
Workflows
General Workflows can be used to automatize several actions in modules. Workflows are triggered by changes made in the target module’s fields – e.g. when a potential’s stage is changed to ‘won’ or when a customer’s assigned user has been changed. When triggered, the workflow can for instance send email, create an activity, run a […]