SageCRM 6.1
Wireless Mobile Guide
© Copyright 2007 Sage Technologies Limited, publisher of this work. All rights reserved.
No part of this documentation may be copied, photocopied, reproduced, translated,
microfilmed, or otherwise duplicated on any medium without prior written consent of Sage
Technologies Limited.
Use of the software programs described herein and this documentation is subject to the End
User Licence Agreement enclosed in the software package, or accepted during system sign-up.
Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC.
All other marks are trademarks or registered trademarks of their respective owners.
Contents
Chapter 1: Introduction
Introduction................................................................... 1-1
Chapter Summary ......................................................... 1-2
Chapter 2: Getting Started
Prerequisites .................................................................. 2-1
Mobile Devices ................................................................ 2-2
Enabling Users............................................................. 2-2
URLs for Accessing CRM....................................................... 2-2
Making Devices Known to CRM ................................................ 2-3
Setting Up New Devices .................................................... 2-3
Mapping User Agents ...................................................... 2-5
Mapping Unassigned User Agents........................................... 2-6
Wireless Mobile Screen Customization........................................... 2-7
Customizing Mobile Screens ................................................ 2-7
Customizing Dashboards for Mobile ..................................... 2-7
Customizing WAP Screens.................................................. 2-8
Now you can…................................................................ 2-9
Chapter 3: Working with CRM from a Mobile Device
Introduction................................................................... 3-1
Logging On ................................................................... 3-1
Logging Off ................................................................... 3-2
Moving Around ............................................................... 3-3
The Basic Screen Elements .................................................. 3-3
Finding Information ........................................................... 3-4
Example: Finding a Person.................................................. 3-4
Example: Finding an Opportunity ........................................... 3-5
Adding Customer Information .................................................. 3-6
Example: Adding a Person to a Company .................................... 3-6
Doing Your Work.............................................................. 3-7
Wireless Mobile Guide i
Navigating Your Calendar .................................................. 3-7
Managing Leads, Opportunities, and Cases ....................................... 3-9
Reporting .................................................................... 3-10
Running a Report.......................................................... 3-10
Dashboard.................................................................... 3-12
Synchronizing with Microsoft Outlook .......................................... 3-13
Now you can… ............................................................... 3-13
Chapter 4: Working with CRM from a WAP Mobile Phone
Moving Around................................................................ 4-1
Basic Navigation Elements .................................................. 4-1
Logging on ................................................................ 4-2
Finding Contact Information .................................................... 4-3
Searching for a Person ...................................................... 4-3
Searching for a Company.................................................... 4-4
Doing Your Work .............................................................. 4-5
Navigating your Communications List ....................................... 4-5
Navigating your Calendar................................................... 4-6
Changing the Status of a Communication ..................................... 4-7
Finding and Progressing an Opportunity ......................................... 4-8
Example: Closing a Sale ..................................................... 4-8
Finding and Progressing a Case.................................................. 4-9
Example: Progressing a Case ................................................ 4-9
Now you can… ............................................................... 4-10
ii Sage CRM
Chapter 1
Introduction
This guide is for Users and System Administrators.
Please note that while the document refers to Sage CRM, CRM, or the CRM
system throughout, all functionality covered is also relevant to SageCRM,
SageCRM for Sage Accpac and Softline Accpac CRM.
We assume that:
Users operate PDA devices, BlackBerry phones or WAP-enabled mobile
phones. Familiarity with using Sage CRM over a standard Web browser
would also be helpful, although not essential.
System Administrators are fully conversant with the User Guide and System
Administrator Guide.
Introduction
Sage CRM's Wireless Mobile solution allows you to work online with CRM from
a mobile device, such as a BlackBerry Pearl, a PDA (Personal Digital Assistant),
or a WAP-enabled mobile phone.
BlackBerry Pearl
PDA
BlackBerry Pearl. To work online with a BlackBerry, it must be a Model 8100
which is capable of connecting to the Internet.
PDA. To work online with a PDA, it must be capable of connecting to the
company's CRM system via the Internet or LAN.
WAP Phone
Wireless Mobile Guide 1–1
Introduction
Chapter Summary
WAP Mobile Phone. To work online with a mobile phone, it needs to be
enabled for WAP and configured to connect to the company's CRM system
through a WAP gateway.
WAP gateways make it possible for WAP devices to communicate with Web
servers (for example, the server on which CRM resides). Most mobile phone
operators provide a WAP gateway service. Once you have secured access to a
WAP gateway, contact the operator for instructions on how to set up the mobile
phones to use the gateway. You then need to provide users with information on
how to set up their phones.
If a firewall has been installed at the implementation site, you need to take steps
to ensure that traffic directed to the CRM server via the WAP gateway gets
through. If the server is configured to allow access from all HTTP traffic (that is,
if port 80 is open) WAP traffic can access the CRM server. For further
information on server security refer to the "Security Overview" chapter in the
System Administrator Guide.
The table below gives a summary of each chapter.
Chapter Summary
Getting Started
Working with CRM
from a Mobile Device
Working with CRM
from a WAP Mobile
Phone
Outlines the steps that users and system
administrators need to take in order to access
CRM from mobile device.
How to work with CRM from a BlackBerry
or a PDA.
How to work with CRM from a WAPenabled mobile phone.
1–2 Sage CRM
Chapter 2
Getting Started
In this chapter you will learn about:
Mobile devices supported by CRM.
URLs for accessing CRM.
Making devices known to CRM.
Customizing Wireless Mobile screens.
Prerequisites
To use CRM's Wireless Mobile solution, you need:
CRM installed on a server with a valid Wireless Mobile license key.
Mobile devices for users.
To have enabled users for mobile access.
Connectivity from the mobile devices to your corporate network, the
Internet, or WAP gateway (see "Introduction" in Chapter 1).
URLs set up by the Network Administrator for access to the CRM system
from inside and outside your corporate network.
To make the different mobile device types known to your CRM system.
To consider customizations to be made to such areas as screens, lists, tabs,
and the Dashboard for improved viewing on mobile devices.
Wireless Mobile Guide 2–1
Mobile Devices
Mobile Devices
In addition to all WAP-enabled mobile phones, CRM's Wireless Mobile solution
supports the following PDA devices and mobile phones:
Device Example
BlackBerry BlackBerry Pearl Model 8100
Pocket PC HP iPAQ
Other Any other mobile device with a
Enabling Users
All users who want to access CRM from a mobile device need to be enabled to do
so.
browser that supports WML 1.1
To enable a user for mobile:
1. Select Administration | Users | Users.
2. Select the hyperlink of the user you want to enable, and select the Change
action button.
3. Ensure that the PDA/WAP Access field has been set to True.
4. Select Save.
URLs for Accessing CRM
Your Network Administrator needs to set up URLs for all mobile users so that
they can access Mobile online from inside or outside the corporate network.
The URL for accessing CRM from inside the corporate network is the same as the
URL for accessing CRM from your desktop and is typically in the following
format:
http://yourserver/yourapp
The URL for accessing CRM from outside the corporate network typically
includes your company's IP address. The URL is normally in the following
format:
2–2 Sage CRM
http://companyipaddress/yourserver/yourapp
Making Devices Known to CRM
Setting Up New Devices
Making Devices Known to CRM
It is unlikely that you
will need to set up
any new devices, as
most of them are set
up in CRM by default.
When Wireless Mobile is installed, a number of mobile device types are set up
by default. The default devices should be sufficient for the range of mobile
devices that you will use to access CRM. However, you can specify additional
devices if required. When you add a new device it is recommended that you
base it on one of the previously set up devices. Otherwise, you will need to set
up a folder with device-specific images for CRM to use.
To set up a new dev ice:
1. Click on Administration | Advanced Customization and select Devices from
Advanced Customization Home page.
A list of default devices is displayed.
Devices list
2. Click the New Device button.
The Device input form is displayed.
Device input form
3. Type a description of the device you want to set up in the Administrative
Description field.
4. Enter a description of the device for the end user in the User Description
field.
Wireless Mobile Guide 2–3
Making Devices Known to CRM
5. Select the XSL transformation file your device requires from the XSL File
Name list.
6. Select an alternative device from the Based On Device list if the device you
are setting up is not included on the Devices list in Administration |
Customization | <Entity> | Screens.
7. If your device uses a unique markup language to send information to CRM,
type the language name in the HTTP Accepts field.
8. In the HTTP Content Type field, type the language that CRM will use to
reply to the device.
9. Select Yes or No from the Supports HTML frames drop-down list to specify
whether or not the device supports frames.
10. When you click the Save button, the new device is displayed in the list of
devices.
The table below explains the standard fields on the Device input form.
Field Description
Administrative
Description
The description the administrator
uses for the device being set up.
User Description The description of the device that the
end user sees in CRM. This
description should make it clear to the
user what type of device is being
referred to.
XSL File Name The name of the Extensible Stylesheet
Language (XSL) transformation file
required to convert CRM output to a
format that the mobile device can
understand.
Based On Device If the device you are specifying is not
listed in the Devices list in
Administration | Customization |
<Entity> | Screens, you can select an
alternative device from the Based On
Device drop-down list.
HTTP Accepts You only need to complete this field if
the device you are specifying uses a
unique markup language—for
example, WAP uses WML. When you
specify a markup language, the device
sends a string to CRM to tell it which
2–4 Sage CRM
Making Devices Known to CRM
Field Description
type of markup language it uses.
HTTP Content Type This is similar to the HTTP Accepts
field. Specifying a markup language
in this field ensures that when CRM
sends back a reply to the device, it
tells it which markup language it is
sending.
Supports HTML
Frames
Device Image
Extension
Device Code Page Specify the character set. For example,
Device Max Rows Specify the maximum number of rows
Mapping User Agents
CRM typically maps
user agents
automatically. It is
unlikely that you will
need to map them
yourself.
Every mobile device has a user agent, which describes the device to CRM. You
only need to map a user agent to a device if the device is not already known to
the CRM system. If you do not map a user agent to the device, CRM determines
which user agent the device uses and maps it automatically.
To map a user agent to a device:
1. From Administration | Advanced Customization | Devices, select a device
Specify whether or not the device you
are setting up supports HTML frames.
Specify the image extension (.jpg, .gif,
.png, etc) to be used with the device.
shiftjs or utf8.
that can appear in a grid.
from the list of devices by clicking on its hypertext link.
Devices list
The Device input form is displayed.
Wireless Mobile Guide 2–5
Making Devices Known to CRM
Device Input form
2. Type a user agent in the Type A New User Agent field.
User Agent field
3. Click the Add button.
The user agent is mapped to the device.
Mapping Unassigned User Agents
There may be some user agents specified in CRM that have not yet been mapped
to devices.
To map an unassigned user agent:
1. From Administration | Advanced Customization | Devices, select the View
Unassigned User Agents button.
The Unassigned User Agents page is displayed.
Unassigned User Agents
2. Click on the user agent and the device you want to map it to.
2–6 Sage CRM
3. Select the Save button.
The unassigned user agent is now mapped to a device.
Wireless Mobile Screen Customization
Customizing Mobile Screens
Note: This section describes how to customize mobile screens for a PDA or
BlackBerry. It does not apply to WAP screens. WAP screen customization is
described in the "Customizing WAP Screens" section later in this chapter.
A typical CRM installation includes default user interfaces for different types of
mobile devices. However, you may want to further customize some areas. You
should carefully consider the way in which you do this. The VDU on a mobile
device is many times smaller than a standard monitor, so it is important that the
user interface is optimized for the smaller screen size. For example, if you add
too many fields to a BlackBerry or PDA screen, it will look crowded and will be
difficult for the user to work with.
The areas that can be customized for mobile are:
Wireless Mobile Screen Customization
Screens
Lists
Tabs
You customize mobile screens, lists, and tabs in the same way as you customize
screens, lists, and tabs in CRM. However one additional step is required:
Before you begin customizing Screens, Lists, or Tabs, you need to select the
correct device type from the devices list. This list is displayed on the Screens,
Lists, and Tabs pages in Administration | Customization | <Entity>.
Devices list
For more detailed information on screen, list, and tab customization, please
refer to the System Administrator Guide.
Customizing Dashboards for Mobile
You can modify Dashboards for mobile users. For example, you may decide to
limit the content available to mobile users, and you may want to configure a
Wireless Mobile Guide 2–7
Loading...