Chapter 6. CRM Module

Chapter 6. CRM Module

1. Incident

1.1. New Incident
1.2. List Incidents

2.1. New Task List Item
2.2. Task List
2.3. Calendar List

3.1. New Project

3.1.1. New Task List Item

3.2. List Projects

3.3. Worksheets

3.3.1. Worksheet

4. Opportunity

4.1. New Opportunity
4.2. List Opportunities

5.1. Time and Expense History
5.2. Order Activity by Project

6.1. New Account
6.2. List CRM Accounts

7.1. New Contact
7.2. List Contacts

8.1. New Address
8.2. List Addresses

9. Documents

9.1. List Documents

10. Utilities

10.1. Edit Owners
10.2. Create Recurring Items
10.3. Merge Accounts
10.4. Merge Contacts
10.5. Merge Addresses
10.6. Build CRM Groups
10.7. Fix Countries

11.1. Configure

11.1.1. Configure CRM

11.2. Master Information

11.2.1. Characteristics
11.2.2. Titles
11.2.3. Incident Categories
11.2.4. incident Priorities
11.2.5. incident resolutions
11.2.6. Incident Severities
11.2.7. Opportunity Sources
11.2.8. Opportunity Stages
11.2.9. Opportunity Types
11.2.10. Project Types
11.2.11. Task Templates

The CRM module organizes all of your contacts in one central location. This ideal setup eliminates the need for duplicate entries when an account has multiple classifications (i.e., a customer who is also a vendor) or when a contact is associated with more than one entity.

Initially, you categorize accounts as either an organization or individual. Then identify the accounts as a customer or prospect, and further define them as a vendor, partner and/or competitor as needed. Additional functionality is available when various classifications are selected.

From CRM you can manage incidents, create tasks, monitor projects and track opportunities. You have the ability to create stand alone tasks or associate tasks with incidents and opportunities.

The following topics will be covered in this chapter:

Universal address book
Accounts
Contacts
Incident management
Task list management
Project management
Opportunity management


8.1.1. Configure Manufacture		1. Incident