Sage Accpac CRM 5.8
Self Service Guide
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Contents
Chapter 1: Introduction
What is CRM Self Service....................................................... 1-1
Chapter Summary ......................................................... 1-2
Chapter 2: Getting Started
Prerequisites for Self Service Implementations .................................... 2-1
Installing Self Service .......................................................... 2-1
Setting up Self Service.......................................................... 2-2
Now you can…................................................................ 2-2
Chapter 3: The Self Service Web Site
Planning a Self Service Web Site................................................. 3-1
Understanding Basic Self Service Architecture .................................... 3-2
Accessing the Site .......................................................... 3-2
The eWaress.js File ......................................................... 3-2
Customizing the Self Service Web Site ........................................... 3-3
Without the Extensibility Module............................................ 3-3
With the Extensibility Module............................................... 3-4
Now you can…................................................................ 3-4
Chapter 4: Self Service Security
Application Level Security...................................................... 4-1
Now you can…................................................................ 4-2
Chapter 5: Self Service Administration in CRM
Self Service Administration ..................................................... 5-1
Visitor List ................................................................ 5-1
Self Service Configuration .................................................. 5-2
Visitor Maintenance ........................................................ 5-4
Enabling a Person for Self Service ............................................... 5-4
Enabling a Company for Self Service............................................. 5-6
Self Service Guide i
Now you can… ................................................................ 5-6
Chapter 6: Self Service Functionality
Logging On.................................................................... 6-1
Anonymous Visitors............................................................ 6-2
Newsletter ................................................................. 6-2
Registered Visitors ............................................................. 6-3
Reviewing Existing Cases ................................................... 6-4
Logging a New Case........................................................ 6-6
Requesting Information ..................................................... 6-6
Finding Solutions........................................................... 6-7
Now you can…................................................................. 6-8
ii Sage CRM
Chapter 1
Introduction
This guide is for Sage CRM Implementers.
Please note that while the document refers to Sage CRM, CRM, or the CRM
system throughout, all functionality covered is also relevant to Sage CRM MME,
Sage Accpac CRM, and Softline Accpac CRM.
We assume that you have:
Experience in carrying out CRM implementations.
Proficiency in customizing CRM systems.
A working knowledge of eWare blocks, HTML, creation of Active Server
Pages (ASPs), Include files, cascading style sheets (CSSs), and general Web
design concepts.
Knowledge of database administration and security concepts.
What is CRM Self Service
CRM Self Service lets you create a Self Service Web site that integrates traditional
corporate Web sites with Sage CRM.
With CRM Self Service, customers can log onto the Self Service Web site to
perform functions, such as viewing account information, reporting problems, or
requesting product information.
The extent of the customer access to corporate data or their ability to perform
these functions is determined by the particular Self Service implementation.
Registered and anonymous visitors can access the site, and different information
can be made available to them on that basis.
The CRM Self Service application server can be run remotely from the CRM
database server, via a link between Self Service and CRM.
For example, a customer care case entered via the CRM system can be viewed on
the Self Service Web site. This functionality is achieved though ASP pages.
Self Service Guide 1–1
What is CRM Self Service
Chapter Summary
CRM Self Service Configuration
The table below gives a summary of each chapter.
Chapter Summary
Getting Started An overview of prerequisites for Self
Service implementations, what happens
when Self Service is installed, and other
requirements for installing Self Service.
The Self Service Web
Site
Advice on designing a Self Service Web
site.
Self Service Security An overview of Self Service security
mechanisms.
Self Service
Administration in
CRM
Self Service
Administration tasks that need to be
carried out in CRM for Self Service
implementations.
Examples of Self Service functionality.
Functionality
1–2 Sage CRM
Chapter 2
Getting Started
In this chapter you will learn about:
Prerequisites for Self Service implementations.
Installing Self Service.
Requirements for setting up Self Service.
Prerequisites for Self Service Implementations
To run CRM Self Service you will need:
CRM installed on a server with a valid Self Service license key.
The same server software as for a typical CRM installation. Refer to the
System Administrator Guide for more information.
You may require the Extensibility Module, depending on the functionality
you require on your Web site. Please refer to Chapter 3 "Customizing the Self
Service Web Site" for more information.
Installing Self Service
During the CRM installation:
If you have the Extensibility Module, you are asked if you want to install a
demo Self Service Web site. Select the Sample Self Service Support site
checkbox to install the site and use it as a template for the CRM Self Service
Web site. For more information on the demo Self Service Web site, refer to
the Chapter 2 "Designing the Self Service Web Site".
When you install CRM Self Service, the following takes place by default:
A new database called CRMSelfService is created. It contains two important
tables for storing visitor details—Visitor and Visitor Profile.
A new option called Self Service becomes available on the CRM
Administration | System home page. This enables you to configure CRM for
Self Service and to maintain Self Service visitor information.
A Self Service tab becomes available when you are in the Person and
Company context. This allows People and Companies in CRM to be enabled
Self Service Guide 2–1
Setting up Self Service
for Self Service and lets you assign a Self Service logon ID and password to
them.
Setting up Self Service
Once Self Service has been installed, there are a number of tasks that need to be
carried out manually before CRM Self Service is fully functional. Steps include:
Planning your Self Service Web site.
Reviewing Self Service security issues.
Configuring Self Service administration settings.
These are described in more detail in the next chapters.
Now you can…
Explain the prerequisites for Self Service implementations.
Describe what happens when you install Self Service.
Explain the requirements for setting up Self Service.
2–2 Sage CRM
Chapter 3
The Self Service Web Site
In this chapter you will learn about:
Planning a Self Service Web site.
Understanding basic Self Service architecture.
Creating and adding functionality to a Self Service Web site.
Planning a Self Service Web Site
To begin creating a Self Service Web site:
1. Draw up design specifications for the look and feel of the Web site, as well as
for the functionality the customer requires on the site.
2. Review the corporate Web site and determine whether you can reuse any
Web pages, logos, and other images. This will enable you to reflect the look
and feel of the corporate Web site on your Self Service site.
The level of functionality you can include on your Self Service Web site and
the extent to which you can customize depends on whether you have the
Extensibility Module. The functionality available with and without the
Extensibility Module is discussed in "Customizing the Self Service Web Site"
in this chapter.
3. You may want to use the demo Self Service Web site as a template to create
your Web site. The demo site is created if you have the Extensibility Module,
and if you selected the Sample Self Service Support Site checkbox during the
CRM installation.
The demo site is typically created in:
C:\Program Files\Sage\CRM\CRMSelfServiceDemo
It contains ASP pages that reference eWare blocks, image files, and includes
files (including the EWARESS.JS file). These files create the basic Self Service
functionality. You will need to carry out further customization according to
your implementation requirements.
Self Service Guide 3–1
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