We found 156 results!
Admin Guide

– CONTENTS –

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 […]

User Guide

– CONTENTS –

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 […]

Update Release Notes

* 8-2022, 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 […]

Update Release Notes

1-2022, 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 […]

Update Release Notes

12-2021, 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 […]

Update Release Notes

2-2022, 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 […]

Update Release Notes

3-2022, 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 […]

Update Release Notes

4-2022, 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 […]

Update Release Notes

5-2022, 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 […]

Update Release Notes

6-2022, 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 […]

User Guide

Account-Specific Budgets and Forecasts

Account-Specific Budgets and Forecasts Introduction CRM-service provides tools to manage Account based budgets and forecasts. Billing and Opportunity (Sales Potential) information can be monitored side by side with budgets and forecast. Budgets and forecasts can be maintained for example in offering area levels. Forecasts and budgets can be fixed or rolling. CRM basic account views […]

Admin Guide

Activating Languages in the System

Managing the Language Versions It is possible to use the CRM system in several different languages. You can set languages active or inactive in the Module Manager: Settings → Module Manager. By default, the tab Modules is first shown in the Module Manager, but you can manage the translations by selecting the Languages tab (see picture below). […]

User Guide

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, it can be changed in Settings → Additional Settings by disabling the “Enable Calendar Tab” option in Calendar settings section in editing mode. This can be done […]

User Guide

Activity Points

Activity Points Introduction Activities (events and tasks) have a permanent field for activity points. Activity points can be used for e.g. following the results and efficiency of sales people or other employees, or as a base for bonus calculation. The users get activity points from different activities by pre-defined logic. It is always the activity’s […]

Admin Guide

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, […]

Admin Guide

Automatic Emails

Automatic Emails From the CRM In CRM it is possible send automatic emails based on email templates to predetermined target groups. The emails can also have online surveys (Q&As) linked to them to gather important information regarding e.g. a campaign or event. There are two ways to send and automate emails: The email is sent based […]

Admin Guide

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 […]

Reports

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 […]

User Guide

Campaigns

Managing Campaigns Campaigns in the CRM can be used for many purposes. At their simplest, the campaigns can be utilized to plan customer projects, but you get more out of them e.g. when sending invitations to invitation events. Campaigns are also used to define the contacts in the Contact Center call campaigns and the target […]

Admin Guide

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 […]

Admin Guide

Configuring GDPR Tools

Setting Up GDPR-Related 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 […]

The New CRM

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 […]

Admin Guide

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 […]

User Guide

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 […]

User Guide

Contact Center: Zoiper Settings

Zoiper Settings When using Zoiper (www.zoiper.com) as the CRM-service Contact Center VoIP client, you will need to use the following settings (see also the picture below): Domain name: sip-eu.crm-service.fi Username: the phone number given to you by the CRM-service provider. Password: the password given to you by the CRM-service provider. Using the settings above enables […]

User Guide

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. In the Contact Portal it is possible to manage all the functionalities of the contacting process, for example: […]

Admin Guide

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 […]

Admin Guide

Convert Lead

Convert Lead Module Tool A lead in CRM system can be easily converted to a contact, account, potential or all of these. For this you’ll need to create a module tool and map out, which information in the lead’s fields will be copied for the contact/account/potential. The tool, like all the module tools, can be created […]

User Guide

Creating Activities for a User with Target Groups

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 […]

Admin Guide

Creating and Editing Activity Types

Creating and Editing Activity Types Introduction There are two different types of activities in the CRM, events and tasks (= To Do). These two differ in such a way, that events always have starting and ending times and they book this time in the user’s calendar. Tasks on the other hand are used to write down the due […]

Admin Guide

CRM to CRM Customer Data Synchronization

CRM to CRM Customer Data Synchronization (Data Import) In CRM-service system it is possible to activate an import function to synchronize customer and contact data between two separate CRM systems. This enables updating customer and contact data by the information in a source CRM. You can manage the update rules in Settings → CRM – CRM Data Import. In […]

Technical Guide

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 […]

Technical Guide

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 […]

Admin Guide

CSV Import

Importing CSV files CSV data importing is supported in many modules in the CRM system. The Import button  is located in the toolbar at 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 […]

Admin Guide

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 […]

Admin Guide

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.

Technical Guide

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 […]

Admin Guide

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 […]

User Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

Dynamic Field Formulas

Dynamic Field Formulas Introduction 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 an another module to the entity or count values for rows. It’s also possible to have a certain information field to show at the […]

The New CRM

Dynamic Field Formulas in the New Interface

Date field type when adding today {“Y-m-d”|date} Instead of next monday different values can be used example: first day of next month, +1 week, – 3 day {assign var=”t” value=”next monday”|strtotime}{“Y-m-d”|date:$t} Using fields to count date from multiple sources example invoice date + paymnet term = due date {assign var=”t” value=”$invoicedate + $payment_term days”|strtotime}{“Y-m-d”|date:$t}   […]

Admin Guide

Dynamic Fields

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 […]

The New CRM

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 […]

User Guide

ECP: Emails and Email Templates

Emails and Email Templates Introduction In the ECP (Email Contact Portal), all the functions and content are focused on the email to be sent. It is not clever to start each email from scratch: instead, it is recommended to create email templates, which make writing emails much faster and make sure that the same style […]

User Guide

ECP: Surveys

Surveys Introduction In the Email Contact Portal (ECP), you can create surveys which will be sent to the recipient along with the email, so that the survey can be accessed through a link in the email. The possibilities of the emails are numerous: with them, you can e.g. ask for feedback, learn more about customer […]

Admin Guide

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.) […]

Admin Guide

Email Contact Portal Admin Settings

Admin Settings in Email Contact Portal (ECP) In the admin settings of the Email Contact Portal, you can manage the following settings, among others: ECP users List types Web tracking Site settings Email sender addresses Licences. The admin settings can be found at the right edge of the top menu in the Settings section. Users In the Users’ […]

Admin Guide

Email Templates

Email Templates Several CRM modules and features handle and send emails, including the following: Modules Email, Target Groups, Campaigns and Invitation Events Send email template -module tool Discussion typed fields Portal Settings; emails concerning the support and self service portals Additional Settings; the field Email template for user password The permanent Change Comments template, which […]

The New CRM

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, […]

The New CRM

Email Templates: Sending Mass Mail

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. […]

Admin Guide

Entity Archiving

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. […]

Admin Guide

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 […]

User Guide

Events

Creating and Editing Events 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 an […]

Admin Guide

Examples of Dynamic Field Formulas

Examples of Dynamic Field Formulas On this page, there is a small collection of examples of some commonly used dynamic field formulas. The formulas might not be fit for every need as they are, but they show you the way of how the similar formulas can be written. The formulas in this guide are written […]

Admin Guide

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 […]

Technical Guide

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.

User Guide

Filters

Filters Introduction A filter means the module’s general list view which shows the entities in that module as a list. The filter determines which fields are shown on the list, in which order the entities are listed and whether the entities are actually filtered. Each module can have several filters for different kinds of needs. […]

User Guide

Find Duplicates

How to Find and Merge Duplicates With the Find duplicates tool you can merge the data in entities in the modules such as Accounts, Contacts, Potentials, Products, etc. This tool is located in the menu bar of the module (see the picture below). Options In the Options section you can determine, what happens when the duplicates are merged. The […]

Admin Guide

General Instructions for Support Portal

CRM-service’s Support Portal Introduction This guide provides guidance and remarks concerning the CRM-service’s own support portal. A similar portal for managing the support matters is however available for every CRM-service system, and some parts of this guide will apply also for those. Please contact your reseller to learn more about the Support Portal in general. […]

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 […]

Admin Guide

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 […]

User Guide

Home Page Chart: Table

Table Introduction This guide helps you to create tables 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 table which shows the […]

User Guide

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 […]

User Guide

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 […]

User Guide

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 […]

User Guide

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 […]

User Guide

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 […]

User Guide

Home Page Charts: Summaries in Tables

Summaries in Tables Introduction This guide represents an example table where operators are used. For more information about creating tables in general, see the guide Table. In this example case, the table is used to report the sub totals of invoices by account from the previous year. The table is therefore grouped by account (account’s […]

User Guide

Home Page Charts: Targets / Forecasts

Targets / Forecasts Introduction This guide helps you to create target and forecast 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. NOTE. The use of the target and […]

Admin Guide

Home Page Dashboard Settings

Settings for Dashboard Views You can adjust the settings and functioning of the graphs and reports shown on the users’ home pages in Settings → Dashboard. Graph Settings Chart colors – There are a few options for the colours used on the home page graphs to pick from. Invoice charts – Determine the invoice states that are seen […]

User Guide

Home Page Notifications

Home Page Notifications Introduction In addition to all kinds of home page widgets, reports and calendars, you can also have notifications on your own home page. Notifications are personal and they will appear for example in the following situations: The user has an active task (for more information, see Tasks). The user has been added […]

User Guide

Home Page Reports

Home Page Reports You can add small numerical and graphical reports (“widgets”) and tracking reports of followed web domains and sites to your CRM-service home page. New widgets are added with the Add button  on the home page (see the picture below). You can create versatile charts to your home page with the Charts option – […]

Admin Guide

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 […]

Admin Guide

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. 7.52). 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 […]

Technical Guide

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. […]

Admin Guide

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 […]

User Guide

Invitation Events in the Self-Service Portal

Invitation Events in the Self-Service Portal Introduction One of the Self-Service Portal’s possibilities is to let your customers use it for signing up for events and training. The events/training shown in the portal are managed in the Invitation Events module in the CRM. You do not have show all invitation events in the portal, however, […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

List Types in ECP

Managing List Types in ECP Introduction The list types in ECP denote email unsubscription lists. Each of the target group imported into the portal is linked to one list type, depending on the email that will be sent to the group. This enables the contact to unsubscribe from e.g. marketing emails, but at the same time […]

Admin Guide

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 the […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

User Guide

Mobile Version of CRM

Using the Mobile Version of CRM Introduction The mobile version of the CRM system is only available if it is activated for the company. You can access the mobile version from the browser of of your mobile device, using your company’s CRM internet address and replacing the .com or .fi extension with .mobi (for example XXX.cloudservices.mobi or […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

Module Tool Parameters and Settings

Module Tool Parameters and Settings 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. There is also a separate guide for creating and using the Convert Lead tool, Convert Lead. Parameters You can set parameters for the module tool to […]

Admin Guide

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 […]

The New CRM

Module tools parameters in the new user interface

General   The function of the module tools is basically the same between the current and new user interface of the CRM service, and thus many tools are suitable for use as such in both versions.   Terms Module Tool only visible in the current/new interface. If you want the module tool to be displayed […]

The New CRM

Modules’ Filters

Introduction In the CRM, a filter refers to a general list view in a module, which shows the contents of that module – 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 the entities are delimited by some criteria. There […]

Moduulityökalun määrittäminen yksittäisten sähköpostien lähettämistä varten

Yleistä Moduulityökalu CRM2 Send email mahdollistaa sähköpostipohjien lähettämisen uudessa käyttöliittymässä yksittäisille yhteyshenkilöille. Voit myös sisällyttää asiakirjapohjan ja/tai tiedostoja Tiedostot-moduulista lähetettäväksi sähköpostin liitteinä. Työkalu voidaan aktivoida Kontaktit-moduulille ja mille tahansa moduulille, jolla on yhteys kontaktiin. Valittu sähköpostipohja voidaan lähettää automaattisesti sähköpostipohjassa ennalta määritetyllä sisällöllä, tai voit antaa käyttäjien määrittää aiheen manuaalisesti tai sisällyttää sähköpostiin manuaalisen viestin […]

Technical Guide

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 […]

User Guide

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 […]

Admin Guide

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 […]

Admin Guide

Percent Steps Based Commission

Percent Steps Based Commission Introduction This guide concentrates on setting up percent steps based provision groups. You can find more information about other provision settings and provision calculation in general in Provision Calculation. In the percent steps based provision model, the provision is determined by realized transactions (= sales orders) during the month. The model […]

Admin Guide

Permissions – Business Intelligence

CRM-Service Analytics (Business Intelligence) Introduction CRM-Service Analytics (Business Intelligence) is a chargeable plugin for the CRM-service system. The BI module contains tools for online analysis of the CRM data in different views. The technology used is based on the best BI-technology on the market, Qlik Sense. BI permissions are always personal (named CRM-service user). These users’ […]

Admin Guide

Permissions – Custom Reports

Custom Report Permissions Custom report permissions can be edited in Settings → Custom Report Permissions. Select from dropdown menu the User Sales Group you want to edit. Click the Hae (Search) button and you will get the list of users in the current sales group. If a user has not been attached to any sales group, they […]

Admin Guide

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 […]

Admin Guide

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 […]

User Guide

Portals and Channels for Customer Care Automation

Portals and Channels for Customer Care Automation EFFICIENCY FOR MANAGING CUSTOMER ENCOUNTER AND SELF-SERVICE 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.

User Guide

Potential Management

Potential Management Introduction CRM-service provides tools to manage Potentials – also known as Opportunities – with the Potentials module. This module can be used to handle all sales phases in the sales pipeline. The sales pipeline phases can be also be processed so that e.g. the Leads module contains marketing phases and the Potentials module […]

User Guide

Price Books

Defining the Price Books 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. A new price […]

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 […]

The New CRM

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 […]

Admin Guide

Product Based Commission

Product Based Commission This guide concentrates on setting up volume based commission groups. You can find more information about other provision settings and provision calculation in general in Provision Calculation. 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 […]

Admin Guide

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 […]

Admin Guide

Project Settings

Project Settings 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 […]

Admin Guide

Provision Calculation

Managing Provision Calculations Managing different provision models is based on provision groups. The system enables managing four different parallel provision models for the users. The provision model of the user is determined by the provision group they are linked to. Each user belongs to a maximum of one provision group, which means that a user […]

Admin Guide

Public Registration for Invitation Events

Public Registration for Invitation Events The Self-Service Portal provides multiple options for gathering registrations for invitation events. For customers who sign in to the portal, you can grant access to browse events and sign up for them, and also to cancel their registration. On the other hand, the portal also enables you to activate public […]

Admin Guide

Q&A Templates

Q&A Templates  With the survey templates attached to an email it is possible to gather information from the contacts regarding e.g. a campaign or an invitation event. For more information about linking the QA template to an email and sending and automating the emails, see the guide Automatic Emails. Creating and editing the QA templates […]

User Guide

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 […]

Admin Guide

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 […]

User Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Admin Guide

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, […]

Technical Guide

Sender Policy Framework permission to your email

MX record To allow CRM-service to send out email from a domain, the SPF record hosting the email requires a few settings. You can either insert the following MX record to the SPF record: mx:crmservice.fi or you can add the following value to the SPF record (recommended): include:spf.crmservice.fi Why give a permission to CRM-service to […]

User Guide

Sending Text Messages to Target Groups

Sending Text Messages to Target Group’s Contacts The function to send text messages can be separately activated in the CRM. Text messages are always sent to target groups and the contacts in them – the phone numbers of the accounts therefore can not be used as recipients. When the recipients have been created as a […]

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 […]

User Guide

Setting Targets for Activities

Setting Targets for Activities Introduction Activities, like calls, meetings or tasks, can have weekly user-specific targets, that both the users themselves and the company management can report and compare with realized activities and activity points (for more information, see Activity Points). You can set targets for either the number of the activities or the activity points […]

Admin Guide

Setting Up Activity Points

Setting Up Activity Points Introduction Activities (events and tasks) have a permanent field for activity points. Activity points can be used for e.g. following the results and efficiency of sales people or other employees, or as a base for bonus calculation. The users get activity points from different activities by pre-defined logic. It is always […]

Admin Guide

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 […]

Admin Guide

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 […]

User Guide

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 […]

Admin Guide

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 […]

Admin Guide

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 […]

Technical Guide

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 […]

Admin Guide

Tags in Emails Sent by Module Tools

Tags in Emails Sent by Module Tools Tags are used in three places in the CRM: document templates, email templates and in certain module tools that send email. In addition to these, you can also use tags in emails in ECP. This guide is about the tags in module tools. You can learn how to […]

User Guide

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 […]

User Guide

Tasks

Tasks This guide is about tasks/to dos. For information about activities and the Calendar module in general, see the guide Activities. A task denotes a to do-typed entry, which is handy to use to write down jobs and tasks that have not been precisely scheduled (apart from a due date). If you need to reserve […]

Admin Guide

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 […]

Technical Guide

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 […]

Technical Guide

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 […]

Admin Guide

Travelling Expense Approval

Travelling Expense Approval An employee can inform their commuting expenses by 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 the travelling expense is […]

Admin Guide

User Login History

User Login History Introduction You can see the users’ login history to track the times that each user has started and ended a system session. The history shows also the status of the session, which tells if the session was ended with a logout or if it is still currently active. Examining the Login Histories […]

User Guide

User Preferences

User Preferences Introduction Each user has personal settings, which include information about the user’s identity (e.g. username, password, name, email address…), system access (e.g. role, sales organization information…) and preferences (e.g. sections shown on the home page, default formats…). The user-specific access rights can only be edited by an admin, but the users can adjust […]

Admin Guide

Volume-Based Provision

Volume-Based Provision Introduction This guide concentrates on setting up volume-based provision groups. You can find more information about other provision settings and provision calculation in general in Provision Calculation. In the volume-based provision model the sales person gets provision from all the products in a sales order based on one base provision percent. The model […]

Admin Guide

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 […]

Admin Guide

Web Tracking

Web Tracking With the Web Tracking function it is possible to track the visits of CRM contacts on the company’s website. The tracking makes notes about who has visited the website and how often, and if he/she returns to certain pages. Web Tracking is a tool for enhancing customer care experience and it can be used […]

What is CRM-service system?

CRM-service is a fully-featured web-based Customer Relationship Management (CRM) and Sales Force Automation (SFA) solution to improve your sales productivity, boost up your win rates and grow your revenue. CRM-service also includes a full set of eMarketing, online survey and call center tools to integrate all customer knowledge to CRM. You can just start using […]

Admin Guide

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. […]

Admin Guide

Work Hour Reporting

Reporting the Working Hours in the CRM The work hour reporting is done for the projects that the user is linked to. Because of this, there needs to be a project to which the hours are reported to. This guide will first go through how to create a project and link users to it and […]

Admin Guide

Workflows

Workflows Introduction 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 […]

    Combined Shape