System AdministratorCRM

Author: System Administrator Displayed: 16595
Created: 25.09.2015 Updated: 17.11.2020
Version: 26
Tags: crm

How to use CRM

The video tutorial#2#3
How to use Sales activities
Corner situations

CRM is part of the Customer management module. You can use CRM as a project module, or it has its own tab in the More menu All the settings are now situated in the project settings.


Activate the module

Open project settings, modules and activate the CRM module, click save.

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Open CRM

There are two ways to open CRM, you can do so either from the project:

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Or from the More menu:

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CRM Settings

CRM settings can be accessed from the project settings.

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Or navigate to More » CRM » Settings.


You can communicate with your clients via the CRM cases, so you are able to set mailboxes, mail templates apart from case statuses. If an e-mail is sent to a CRM mailbox, the system will process it by creating a new CRM case.

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Editing CRM case statuses

Navigate to More » Administration » CRM. Click on the Add status button.

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Choose a name and other settings, for example, status Sale can be considered it´s been paid. So you check the option while creating a status called Sale.


Adding a contact

Open a CRM case and click "Add related task" from the right menu. When adding a contact to a CRM case, you can add an existing contact that you have in your system already.

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Creating graphs

On the CRM overview (both on the project and global level), you are able to edit the page. Add modules and filters and other important stuff you need to see as the first thing when you open CRM. By clicking the "Personalize this page" button on the bottom, you enter the editing stage of the CRM overview page. Graphs will get you more control of how your users are doing in the case of sales or, for example, which countries and in what ratio are profitable.

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The settings to create the graph above look like this.

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CRM permissions

As is standard throughout the system, permissions are applied to the CRM module as well. Administration >> roles and permissions.

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CRM is a project module, so permissions are used according to the role the user has on the project. Manage CRM pages is permission also applicable to the global CRM dashboard (from the main menu >> CRM).


How to use Sales activities

A sales activity represents an activity performed usually by a salesperson and relating to a specific CRM case and attendees of the activity (users and/or contacts). This entity is especially important for sales department whose members (workers and managers) generally need to keep track of all activities (such as phone calls, meetings, emails, etc.) that were done or are planned to be done for purpose of pursuing the defined sales goals. A sales activity can be created either from a CRM case or via Scheduler.

Categories of sales activities

Go to Administration » Categories » Sales activity category. Here you can add or remove a category of sales activity (such as call, meeting, e-mail, etc.). Moreover, select the default category to make it always pre-selected in the drop-down list of sales activity category.

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Sales activities on a CRM case

Before you start using sales activities on a CRM case, make sure the checkbox "Show sales activity on CRM case" is checked in Administration » CRM » Others.

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To create a sales activity on a CRM case, open the CRM case detail and click on the "Add sales activity" button in the sidebar menu.

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To see a summary of already created sales activities related to that particular CRM case, click on the "Sales activities overview" in the sidebar menu or open the "Sales activities" tab, which can be found below the CRM case description on the same page. Use the affiliated icons to edit or delete a sales activity or change its "Is finished?" attribute quickly.

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When adding a new sales activity, you have to fill in some mandatory fields (Date and time, Category, Is finished?) as well as optional fields (Attendees = users/contacts). Plus, you can add a comment into the text field. Then just click on the "Save" button.

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If you link a sales activity with a particular contact (by selecting the contact when creating the sales activity), you can also watch an overview of all sales activities related to that particular contact. Just open the contact detail and select the option from the sidebar menu.

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Sales activities in Scheduler

In Scheduler, drag the cursor over the calendar to define the time allocation and select "Sales activity" in the New form. Choose between "CRM case" and "Contact" types to link the activity with. Then fill in the same mandatory and optional fields as previously described. When finished, click on the "Save" or "Save with meeting". When you save with meeting, both sales activity and meeting will be created, and you will be asked to enter the meeting details in the next step.

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Corner situations

  • On the CRM case list, there is a price column showing the price value of each CRM case listed here. This price value is shown in one currency for the entire list, regardless of the currency set inside each CRM case separately. To change the currency visible on the list, just go to Options » Currency and click Apply.

Contacts (v10), Scheduler
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