CRBM 6.7 Online Help
Copyright © 2004-2011 The Long Reach Corporation
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1.0 Welcome
1.1 Principal Features
1.2 What’s New in this Version?
1.3 About this Guide
1.4 Who Should Read this Guide?
1.5 Additional Documentation
2.0 info@hand: Getting Started
2.1 Before You Begin
2.1.1 Technical Requirements
2.1.2 Web Browser and Window Controls
2.1.3 Log In Information
2.2 Accessing info@hand
2.2.1 To log in to the System…
2.2.2 If you cannot log in…
2.2.3 Security Timeout
2.3 Managing Your Password
2.3.1 To change your password…
2.3.2 If you forget your password…
2.4 Logging Out of the System
3.0 An Introduction to CRM
3.1 What is a CRM System?
3.2 What Does a CRM Look Like?
3.2.1 Theme Choices and Interface Changes
3.2.2 Exploring the User Interface
3.3 What’s in a CRM?
3.4 How Do I Operate a CRM?
3.4.1 Selecting a Module…
3.4.2 List View Screens and Searching
3.4.3 Detail View Screens and Sub-panels
3.4.4 The info@hand Help System
3.5 CRM Workflow Basics I: Accounts and Contacts
3.5.1 The Beauty of CRM Navigation
3.5.2 Main Panel and Sub-Panels
3.5.3 Edit View Screens
3.5.4 Linking and Searching/Filtering
3.6 CRM Workflow Basics II: Leads and Opportunities
3.7 CRM Workflow Basics III: The Sales Pipeline
3.7.1 The Sales Charts Dashboard
3.8 CRM Workflow Basics IV: Calendaring
3.9 CRM Workflow Basics V: Sales Activities
3.9.1 Creating a Note
3.9.2 Creating a Task
3.9.3 Scheduling a Call or Meeting
3.9.4 Managing Emails
4.0 Today’s Activities
4.1 The Home Dashboard
4.1.1 Editing Dashboard Info
4.1.2 Editing the Dashboard Layout
4.1.3 Dashlet Controls
4.1.4 Module View Dashlets
4.1.5 Chart Dashlets
4.1.6 External Data Dashlets
4.1.7 Tools Dashlets
4.2 The Action Items Dashboard
4.3 The Calendar Module
4.3.1 The Calendar Display and Main Controls
4.3.2 Calendar Modes
4.3.3 Calendar Day Layout, and Printing Today’s Calendar
4.3.4 Working With Calendar Items
4.3.5 All Day Calendar Items
4.3.6 Private Calendar Information
4.3.7 Scheduling New Calls and Meetings
4.3.8 Holidays, and Holiday Packs For Other Regions
4.3.9 Google Calendar Synchronization
4.3.10 iCal Calendar Synchronization
4.3.11 Scheduling Dimdim Web Meetings
4.3.12 Calendar Grid Layouts for Scheduling Multi-Person Meetings
4.3.13 Vacations & Sick Days
4.3.14 Calendar Dashlet
4.4 The Meetings Module
4.5 The Calls Module
4.6 The Tasks Module
4.7 The Notes Module
4.8 The Email Module
4.8.1 HTML Editor
4.8.2 Image Browser: Uploading and Using Images in HTML
4.8.3 Spell Checker
4.8.4 Advanced Editing
4.9 The Forums Module
5.0 Sales & Marketing
5.1 The Accounts Module
5.1.1 Printing Monthly Statements
5.1.2 Emailing Monthly Statements
5.1.3 Invoicing for Time Booked to Projects and Cases
5.1.4 Re-Assigning Accounts
5.1.5 Copying Account Addresses to Related Contacts
5.1.6 Creating a New Account
5.1.7 Account Popup Messages
5.2 The Contacts Module
5.2.1 Google Maps Integration
5.2.2 Category Mass Update
5.2.3 Email Contacts: Ad Hoc Bulk Email
5.2.4 Quick Email Campaigns
5.2.5 Mail Merge Using RTF Template
5.2.6 Export vCards
5.3 The Campaigns Module
5.3.1 Create Campaign (Classic): An Email Campaign
5.3.2 Campaign Wizard: A Newsletter Campaign
5.3.3 Testing Your Campaign
5.3.4 Running Your Campaign and Tracking Results
5.4 The Leads Module
5.4.1 Import Options: Test Run & Custom Mapping
5.4.2 Quick Campaign
5.5 The Opportunities Module
5.6 The Partners Module
5.6.1 Partner Access to the Self-Service Portal
5.7 The Marketing Events Module
5.8 The Forecasts Module
5.8.1 Committing Personal and Team Forecasts
5.8.2 Setting Personal Sales Quotas
5.8.3 Setting Team Sales Quotas
5.9 The Documents Module
6.0 Order Management
6.1 The Quotes Module
6.1.1 Creating a Quote
6.1.2 Grouped Items, Discounts, Taxes, Shipping
6.1.3 Line-Item Level Discounts
6.1.4 Generating PDFs
6.1.5 Business Workflow for the Sales Process
6.1.6 Quote Approvals
6.1.7 Exchange Rates
6.1.8 Tax Rates and Tax Codes
6.2 The Sales Orders Module
6.3 The Invoices Module
6.3.1 Creating a Credit Note
6.3.2 Charging a Credit Card
6.3.3 Shipping Products with the Ship It! Button
6.3.4 Creating Supported Products from Line Items
6.3.5 Creating an Invoice or Statement PDF
6.3.6 Applying Incoming Payments
6.3.7 Printing Multiple Invoices
6.3.8 Invoicing for Time Booked to Projects and Cases
6.4 The Shipping Module
6.5 The Purchase Orders Module
6.5.1 Business Workflow for the Purchasing Process
6.6 The Bills Module
6.6.1 Applying Outgoing Payments
6.7 The Receiving Module
6.8 The Product Catalog Module
6.8.1 Creating a New Product
6.8.2 The eStore Product Catalog & Synchronizing the Catalog
6.9 The Discounts Module
7.0 Project Management
7.1 The Projects Module
7.1.1 Project Gantt Charts
7.2 The Human Resources Module
7.3 The Booked Hours Module
7.4 The Timesheets Module
7.5 The Expense Reports Module
7.6 The Booking Categories Module
8.0 Customer Service
8.1 The Service Contracts Module
8.2 The Supported Products Module
8.3 The Recurring Services Module
8.4 The Cases Module
8.5 The Software Bugs Module
8.6 The Knowledge Base Module
9.0 Reports & Settings
9.1 The Reports Module
9.1.1 Running Standard Reports
9.1.2 Designing New Reports
9.1.3 Creating Target Lists from Reports
9.1.4 Specialized Reports
9.2 The Dashboards Module
9.3 The Websites Module
10.0 Your User Profile
10.1 My Account
10.1.1 Header Information
10.1.2 User Settings
10.1.3 Service Skills
10.1.4 Locale Settings
10.1.5 User Information
10.1.6 Email Options
10.1.7 Outbound Email Settings
10.1.8 Monitored Mailboxes
10.1.9 Calendar Options
10.1.10 Google Account Settings
10.1.11 Google Calendar Settings
10.1.12 Google Documents Settings
10.1.13 Google Contacts Settings
10.1.14 Dimdim Account Info
10.1.15 Layout Options
10.1.16 Submit User Photo
10.2 Directory
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