Sage CRM 2020 R1

System Administrator Guide

Updated:   January 2020
© 2020, The Sage Group plc or its licensors. All rights reserved. Sage, Sage logos, and Sage product and
service names mentioned herein are the trademarks of The Sage Group plc or its licensors. All other
trademarks are the property of their respective owners.

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Contents

About this guide 15

Installation and upgrade 19

Before you begin 20
System architecture 21
Client software considerations 21
Server software considerations 22
Installing a secure system 24
Configuring a secure system 25
Installation 26
Installing Sage CRM 27
Changing installed components 28
Updating the license key 29
Reinstalling Sage CRM 30
Uninstalling Sage CRM using the uninstall wizard 30
Uninstalling Sage CRM manually 31
Server administration 32
Scheduling a database backup task 33
Setting up a database maintenance plan 33
Overview of manual backups 34
Backing up the database manually 34
Backing up the registry manually 34
Backing up program files manually 35
Upgrading 36
Test upgrades 37
Live upgrades 38
Restoring a live environment 46
Reregistering the installation 46
Restoring the database backup 46

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 Restoring the registry backup 46
Redirecting the website 47
Stopping and restarting IIS 47
Multi-server Sage CRM 48
Multi-server Sage CRM prerequisites 49
Installing multi-server Sage CRM 49
Configuring multi-server Sage CRM 50
Load balancing in a multi-server environment 51
Preparing for upgrading multi-server Sage CRM 52
Upgrading multi-server Sage CRM 52
Installing Sage CRM on the database server 52
Installing Sage CRM on a non-database server 53
Deploying Sage CRM using XenApp or RDS 54
Working with XenApp 54
Working with RDS 54
Installing Sage CRM plugins 55

Configuration 57
System settings 58
Configuring logging 58
Configuring database settings 60
Refreshing metadata 63
Configuring system behavior 63
Reviewing locks 67
Configuring web services 68
Configuring Quick Find 70
Configuring Keyword Search 71
Locking the system 73
Configuring license key details 74
Configuring proxy settings 75
Checking system health 76
Setting a custom server name for internal requests 83
Timings 85
Working with Timings 85
Business calendars 85
Service Level Agreements 88
Themes 92
Adding a new theme 92

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 Making a new theme available 95
Changing the default theme 95
Customizing report charts 96

Users 97
User management 98
Demonstration users 98
Setting up a new user 100
Creating an Info Manager 101
Editing a user 104
Configuring user settings 104
Reassigning records and disabling users 105
Enabling a disabled user 106
Deleting a user 106
User fields 106
Configuring automatic login 123
Enabling automatic login 123
Disabling automatic login 124
User activity 125
Viewing user activity for all users 125
Viewing user activity for an individual user 125
Enabling locked out users to log in 126
Archiving user activity records 126
Running user activity reports 127
Security management 128
Introduction to security management 128
Security profiles 128
Territories 130
Security policies 134
Password policies 136
Team management 140
Creating a new team 140
Assigning a user to a team 140
Setting user access to Team CRM 141
Examples of using teams 141
Deleting a team 142
Team fields 142
Active Directory users 143

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 Importing users 143
Reimporting users 143
Active Directory Parameters fields 144
Import Users fields 144
Active Directory mapping 146
User templates 148
Changing the default user template 148
Creating a user template 148
Setting up a new user based on a template 150
Changing template details 151
Changing template user preferences 151
Changing security profile rights for a user template 151
Deleting a user template 152

Data 153
Deduplication 154
About deduplication 154
Enabling deduplication 154
Customizing deduplication screens 155
Setting up match rules 155
Creating a Company Name Cleanup replace list 156
Creating a Company Name Cleanup remove list 157
Data Upload 158
About Data Upload 158
Before you begin uploading data 161
Required security profile rights 162
Steps to upload data 163
User interface reference 174
Products 187
Setting up a simple Product structure 187
Setting up a complex pricing structure 190
Editing a Product 192
Deleting a Product 193
Working with Opportunity Items 193
Multicurrency support 194
Currency considerations 194
Enabling multicurrency support 194
Changing the base currency 195

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 Setting up currencies and rates 195
Setting currency preferences 196
Sales Forecasts 197
Changing Forecast settings 197
Forecast settings 197
Related entities 198
Adding new relationship types 198
Relationship definition fields 199
Changing relationship types 199
Deleting relationship types 199
Customizing related entities Search Select Advanced lists 200
Reporting on related entities 200
Groups 201
Technical overview of groups 201
Configuring HTML mass emails 202
Performing mass operations 203
Adding group information to a tab 205
Adding buttons to the Groups screen 206
Deleting documents and communications 207
Deleting all documents for a person 207
Deleting all communications for a person 207
Deleting all communications for a lead 208
Reports 209
PDF report requirements 209
Creating a report 209
Cloning a report 226
Managing reports 227
Standard classic dashboards 230
Creating a standard classic dashboard 230
Customizing the classic company dashboard 231

Email and documents 233

Email 234
Introduction to email 234
Standard Sage CRM email 236
Email Management 244
Exchange Integration 256
About Exchange Integration 256

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 Setting up Exchange Integration 267
Synchronizing Exchange and Sage CRM 276
Classic Outlook Integration 288
About Classic Outlook Integration 288
Setting up Classic Outlook Integration 292
Mapping data between Outlook and Sage CRM 299
Lite Outlook Integration 306
About Lite Outlook Integration 306
Setting up Lite Outlook Integration 308
E-marketing 313
E-marketing overview 313
Synchronization times 314
E-marketing account and user fields 314
Adding users to the E-marketing account 317
Viewing or upgrading E-marketing account options 317
Editing E-marketing users 318
Editing E-marketing account details 318
Canceling the E-marketing account 318
MailChimp Integration 319
About MailChimp 319
Integrating Sage CRM and MailChimp 320
Adding users to MailChimp 322
Renaming MailChimp audience fields 322
MailChimp audience fields supported out of the box 322
Preventing users from creating records with the same email address 324
Disabling a MailChimp Integration 324
Document templates 326
Configuring document settings 326
Setting default quick quote or quick order template 330
Uploading a shared template 330
Editing a shared template 332
Adding current date to a mail merge view 333
Deleting a shared template 335
Library 336
About the library 336
Library item types 337
Deleting library items 337
Viewing the library size 337

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 Customization 339
Translations and help 340
Changing the user language 340
Modifying language translations 340
Adding new languages 342
Translation Details fields 342
Managing help 343
Component Manager 348
Introduction to Component Manager 348
Uploading and installing components 349
Working with the Mapping component 350
Calendar 356
Creating a custom action for tasks and appointments 356
Changing appointment color for a user 357
Customizing calendar list 357
Entities 361
Creating a custom entity 361
Modifying a custom entity 369
Making a custom entity available for reassignment 369
Enabling deduplication for a custom entity 370
Changing the custom entity logo 370
Creating a report view for an entity 371
Optimizing a custom entity list for faster loading 372
Fields 373
Creating a field 373
Editing a field 378
Deleting a field 379
Using field security 380
Customizing mappings 382
Screens 387
Adding a field to a screen 387
Adding a checkbox to a screen 387
Editing a screen layout 388
Inline screen customization 388
Maintain Screen Definition fields 389
Advanced screen customization 389
Customizable screens 402

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 Lists and grids 407
Customizing a list or grid 407
Editing a list or grid layout 407
Advanced list customization 408
List Definition fields 409
Customizable lists 411
Tabs 413
Adding a new tab 413
Changing the ordering in a tab group 413
Removing a tab from a tab group 414
Editing system menu tab groups 414
Tab customization actions 415
Tab Properties fields 418
Views 420
Introduction to view customization 420
Creating a view 421
Editing a view 428
Deleting a view 429
Tips and troubleshooting 429
External access 430
Changing external access settings 430
External access fields 430
Summary reports 431
Text editor fonts 432
Web leads 434
Web leads 434
Customizing the Web Lead screen 435
Web to Lead configuration settings 435
Key attribute profiling 436
Introduction to key attribute profiling 436
Designing a key attribute profiling structure 437
Creating a key attribute profiling category 438
Defining key attribute profiling category groups 439
Setting up key attribute profiling lists 440
Adding fields to key attribute profiling categories 441
Displaying key attribute profiling data 441
Deleting a key attribute profiling category 442
Recovering a key attribute profiling category 442
Workflow 443

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 About workflow 443
Configuring workflow and escalation rule behavior 472
Building a workflow 475
Quick notifications and escalation rules 486
About quick notifications and escalation rules 486
Creating a quick notification 488
Working with predefined escalation rules 489
Enabling an escalation rule 492
Creating an escalation rule 492
Supported SQL tokens 497

Mobile 499
About Sage CRM mobile solutions 500
Setting up Sage CRM mobile apps 501
Prerequisites for using Sage CRM mobile apps 501
Enabling a user for Sage CRM mobile apps 501
Customizing screens for Sage CRM mobile apps 502
Setting up Sage CRM Mobile 503
Prerequisites for Sage CRM Mobile 503
URLs for accessing Sage CRM Mobile 504
Enabling a user for Sage CRM Mobile 504
Mapping a user agent 504
Defining a user agent 505
Creating a new mobile theme 505
Customizing screens for Sage CRM Mobile 506
Customizing a classic dashboard 507
Making entities read-only 508
Setting a default tablet view 508

CTI 510
Getting started with CTI 511
What is CTI? 511
CTI network architecture 511
Sage CRM CTI network integration 512
Sage CRM CTI prerequisites 513
Role of the telephony administrator 513
Installing CTI 515
Running the setup program 515

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 Checking system telephone settings 515
Enabling and configuring CTI 517
Enabling CTI for a user 517
Configuring CTI 517
Making the telephony server accessible to users 518
Checking user telephone settings 519
Converting a text field to a phone number 520

Self Service 522

Getting started with Self Service 523
Self Service prerequisites 523
Installing Self Service 523
Setting up Self Service 524
Self Service web site 525
Planning your Self Service web site 525
Understanding basic Self Service architecture 526
Customizing Self Service web site 526
Self Service security 529
Administering Self Service 530
Self Service administration settings 530
Modifying Visitor list 530
Configuring Self Service 530
Removing inactive visitors 531

Troubleshooting 533
System configuration 534
Internet Explorer Clear button 534
Viewing Quick Find logs 535
Restarting the Quick Find service 535
Reinstalling the Quick Find service 535
Changing the Quick Find service port 535
Rebuilding the Quick Find index 536
Using Quick Find with a 64-bit JRE 537
Restarting the CRM Indexer Service 538
Groups 539
Exporting groups 539
Email and documents 540
Email Management 541

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 Formatting an email in Outlook 543
Classic Outlook Integration 546
Lite Outlook Integration 549
Exchange Integration 555
Mail merge 558
MailChimp Integration 560
System customization 561
Updating the name of a workflow rule 561
Creating a lead using Web to Lead 561
Mobile 562
Configuring SSA fields on a mobile device 562
Using Sage CRM Mobile 562
Installation 564
Running Sage CRM on Windows Server Essentials 564
Resetting the database logon password 564
Starting the CRM Indexer Service 565
Uninstalling services 565
Re-installing services 565
Redirector errors 566

Glossary 568

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About this guide

This guide is for Sage CRM System Administrators who are confident end users of Sage CRM. The
navigation instructions in the guide assume that you're using the Contemporary Theme.

This guide refers to Sage CRM but your system might have a different brand name, such as Sage 200 Sales
and Marketing. The system works in the same way regardless of its name. The functionality that's available
to you depends on the modules that you're licensed to use.

This guide has the following chapters:

Chapter Description

Installation and upgrade Provides information about the following:

l Installing Sage CRM.

l Upgrading Sage CRM.
l Sage CRM server administration tasks.
l Restoring Sage CRM from a backup.
l Deploying Sage CRM using Citrix XenApp or Remote Desktop
Services (RDS).

Configuration Provides information about the following:

l Configuring system settings.

l Accessing locks.
l Setting up Service Level Agreements (SLAs), Business
Calendars, and Holiday Sets.
l Changing the appearance of the user interface.

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Chapter Description

Users Provides information about the following:

l Adding and changing user details.

l Setting up user security profiles, territories, security policies, and
password policies.
l Setting up teams and assigning users to them.
l Viewing user activity.
l Adding users in a batch process.
l Setting up a new user template.
l Setting default Standard Classic dashboards.

Data Provides information about the following:

l Setting up deduplication screens and match rules.

l Loading data from CSV and MS Excel spreadsheet formats.
l Setting up and maintaining product information.
l Enabling and setting up multicurrency support.
l Configuring sales forecasts.
l Creating links between entities.
l Configuring groups.
l Creating reports.

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Chapter Description

Email and documents Provides information about the following:

l Configuring email settings and checking the status of the Email

Manager service.
l Setting up email templates.
l Setting up email management for automatic filing of inbound and
outbound emails.
l Configuring Exchange Integration.
l Configuring Classic Outlook Integration.
l Configuring Lite Outlook Integration.
l Configuring E-Marketing.
l Configuring MailChimp Integration.
l Creating and editing document templates.
l Configuring Document and Report settings.
l Managing library storage.
l Setting up Crystal Reports.

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Chapter Description

Customization Provides information about the following:

l Maintaining multiple languages and changing existing

translations.
l Importing components from a customized implementation.
l Creating and modifying fields and field-level security.
l Modifying screen layout.
l Using field-level scripting to modify screens.
l Customizing the layout and content of lists and grids.
l Modifying and adding tabs.
l Customizing the Administration work area.
l Modifying and adding views.
l Changing Web Services and SData access settings.
l Customizing summary reports.
l Creating onscreen and email notification rules.
l Generating leads from a customer web site.
l Setting up data for marketing campaigns, groups, and outbound
call handling.
l Activating predefined workflows and creating new workflows.
l Creating quick notifications and escalation rules.

Mobile Provides information about the following:

l Setting up mobile apps

l Setting up Mobile

CTI Provides information about the following:

l Installing CTI
l Enabling and configuring CTI
l Converting a text field to a phone number

Self Service Provides information about the following:

l Planning and customizing a Self Service web site

l Administering Self Service

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Installation and upgrade

l Before you begin

l Installation
l Server administration
l Upgrading
l Restoring a live environment
l Multi-server Sage CRM
l Deploying Sage CRM using XenApp or RDS

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Before you begin
l System architecture
l Client software considerations
l Server software considerations
l Installing a secure system
l Configuring a secure system

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System architecture

Sage CRM is a 32-bit application which can run on a 64-bit server. Sage CRM installations comprise of a
Sage CRM server and a database server. As Sage CRM is a web-based solution, each user needs a web
browser and IP connection to the Sage CRM server to access the system.

The Sage CRM server runs the following:

l IIS
l ISAPI DLL which includes HTML / Page generation objects, session / persistence manager,
customizable business objects, business logic objects, security manager, and database service
objects.
l Apache Tomcat which includes the interactive dashboard, SData manager, Apache POI, Exchange
Server Sync Engine, and E-marketing. You can deploy Exchange Server Sync Engine on a remote
server.

The database server is SQL Server. A file share is also required to store library files, although this is
generally stored on the Sage CRM server.

External services include the email server, Emarketing platform, GCRM enbabled accounting solution
endpoints, and Exchange Server. Data is sent through an optional firewall from the web browser and
external services to the Sage CRM server over HTTP (Internet / Intranet) and from the Sage CRM server as
HTML, Java Script, Dynamic HTML and style sheets.

Sage CRM connects to the database using Microsoft Data Access Components (MDAC). The latest version
of MDAC is installed as part of the Sage CRM setup if it's not already on the system.

Client software considerations

A web browser is required to use core Sage CRM features and is usually pre-installed on the client.

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The Self Service Demo Web Site, Classic Dashboard, CTI, Classic Outlook Integration, and Lite Outlook
Integration are supported in Microsoft Internet Explorer 11 only.

The following Sage CRM features require plugins and external applications to be installed on the client
machine.

l The Document Drop functionality is available on IE only and requires the Document Plugin. Users
are prompted to download the plugin when they try to use a document drop feature. Users must be
administrators or power users of their machine to install the plugin, and the web-browser must be
configured to accept plugins. As the system administrator, you can restrict access to Document
Drop in <My Profile> | Administration | E-mail and Documents | Documents & Reports
Configuration.
l Adobe Reader is required to view Sage CRM reports in Adobe PDF format. You can download
Adobe Reader from www.adobe.com.
l Lite Outlook Integration lets users add contacts to Sage CRM from the Outlook client, file single or
multiple Outlook emails to Sage CRM, and attach Sage CRM shared documents to Outlook emails.
Lite Outlook Integration does not synchronize any data between Outlook and Sage CRM. For this
reason, it should be used with Exchange Integration. In order to use Lite Outlook Integration, the
user must download and install a plugin on the Outlook client machine. The plugin works on both 32-
bit and 64-bit machines. It installs the .NET Framework if it's not already on the client. Lite Outlook
Integration is supported for email accounts running on Microsoft Exchange Server MAPI or POP3
and requires a supported version of Outlook. For more information, see the 2020 R1 Hardware and
Software Requirements on the Sage CRM Help Center. Roaming Profiles are supported.
l Classic Outlook Integration synchronizes contacts, appointments, and tasks between Sage CRM
and Microsoft Outlook. In order to use Classic Outlook Integration, the user must download and
install a plugin on the Outlook client machine. The plugin works on both 32-bit machines only. It
installs the .NET Framework if it's not already on the client. Classic Outlook Integration is supported
for email accounts running on Microsoft Exchange Server MAPI or POP3 and requires a supported
version of Outlook. Roaming Profiles are not supported.
l Data upload and mail merge require Microsoft Office applications. Data upload accepts *.XLSX files
created by Microsoft Office Excel 2007 or later, and *.CSV files. Users can save mail merge
templates created in Microsoft Word as *.DOCX, *.HTM, and *.HTML files. Microsoft Word 2007 or
later, or another program that can open *.DOCX files must be installed to view merged documents.
l Charts generated by Sage CRM are displayed using HTML5.

Server software considerations

The 2020 R1 Hardware and Software Requirements posted on the Sage CRM Help Center provide an
overview of supported software for a standard implementation.

You must set up the Sage CRM server and database server before you install Sage CRM. You can run
Sage CRM in a virtual environment. Configuration, setup, and performance of the virtual environment are
the responsibility of your IT department.

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Sage CRM server

To display charts, Sage CRM uses HTML5.

You must ensure IIS is installed as a Server Role on the Sage CRM server and that ASP, ISAPI Extensions,
and ISAPI Filters are selected. You can import an HTTPS server certificate into IIS to encrypt sessions
between the server and a user.

1. Click Start | All Programs | Administrative Tools | Server Manager | Roles.

2. Select Add Roles and click Next.
3. Click Web Server (IIS).
4. In the Role Services section of the Add Roles Wizard, ensure the following role services are
selected.
l Application Development | ASP .NET
l Application Development | ASP (set Enable Parent Paths to True)
l Security | Windows Authentication (if Auto Logon is required)
l Management Tools | IIS Management Console and IIS Management Compatibility.
5. Ensure that the Anonymous Authentication Credentials are using Application Pool Identity or are
hard-coded with a local administrator account. If they are not, you may experience issues when
editing CRM System Settings.

Database servers

l Enable TCP/IP for SQL Server installations.

l Use a dedicated SQL Server user for Sage CRM rather than the sa user. Alternatively, ensure
there's a back-up user with the same privileges as sa in SQL Server. Both measures prevent access
issues if the sa user gets locked out of Sage CRM.
l In a high-availability environment, Sage CRM can be used with a Microsoft SQL server cluster in an
active/passive configuration. This configuration provides resiliency in the database layer. You
should configure a Microsoft SQL Server cluster according to Microsoft’s specifications and
guidelines. Provide the SQL cluster address and SQL logon credentials when prompted in the
Database Server Login dialog box during the Sage CRM installation. For more information, see
Installing Sage CRM.
l The default setting for the initial database size is 0.5 GB (512 MB), but you can change it during
installation.
l The Sage CRM installation creates the following default SQL collation on the Sage CRM database.
l EN – Latin1_General_CI_AS
l DE – Latin1_General_CI_AS
l ES – Modern_Spanish_CI_AS

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 l FR – French_CI_AS
l CS – Chinese_PRC_CI_AS

Installing a secure system

You should follow these best practices to minimize the risks of service interruption and data corruption:

l Firewall. Install a firewall if users will access the system remotely. This protects your network from
the Internet, ensures only authorized traffic accesses your CRM database, and protects your server
from unauthorized users. You can configure rules to restrict traffic and allow traffic originating from a
specific source only to protect your server from Internet attacks. You can also install a Firewall in
your remote sites and set up Virtual Private Networks (VPNs) to increase data security. Set mobile
users as mobile firewall users so they can access the VPN and transmit and receive data securely.
Configure the Windows Firewall.
l Application security. Assign different levels of access security to users depending on their job role.
Enforce mandatory alphanumeric passwords of six characters or more for each Sage CRM user.
Use HTTPS protocol to protect data from unauthorized access. When IIS uses HTTPS, CRM is
aware of this and when the client attaches any documents to a form in CRM, it sends it through the
encrypted session.
l Software. Regularly install software updates and slipstream patches to minimize software security
vulnerability. Install recognized anti-virus software. Uninstall unnecessary applications.
l Backups. Perform scheduled and manual backups. Establish a regular procedure for backing up
the Registry and Program files. Repeat the procedure prior to major customization work or
upgrades.
l Server security. Separate the domain controller server from the CRM application and database
servers. In a Windows Server Systems environment, the Domain Controller (DC) serves as a
gatekeeper to the domain resources by storing account information, authenticating users, and
enforcing security policies. The defenses offered by a configured DC are further enhanced by
placing it behind a robust firewall.
l Use NT Challenge/Response to allow access to clients with a valid domain login.
l Use HTTPS to secure your data sessions with client users.
l Configure security policies on Windows Server.
l Disable or delete unnecessary accounts, ports and services on the server. Disable
unnecessary share drives.
l Configure auditing on the server.
l Configure encryption on Windows Server.
l Use the IIS Lockdown and URLScan tools to harden IIS.
l Database security. Users do not have direct access to the SQL database. The eWare DLL
accesses the database using a predefined logon. When a user requests data, the eWare DLL

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 connects to the database using MDAC and retrieves the required data. For more security you can
configure eWare DLL to access SQL using a login with limited access, or access with the
appropriate rights to add, change and delete data from every table in the database. Address the
potential of remote users obtaining administrator level access to the system by ensuring appropriate
passwords are associated with the sa account. Further measures, specific to the SQL server,
include:
l Install only required components when installing SQL Server.
l Run the SQL Server Configuration Manager and SQL Server Surface Area Configuration
tools to disable unnecessary features and services.
l Periodically assess the server's security using the Microsoft Baseline Security Analyzer
(MBSA) and SQL Server Best Practice Analyzer.
l Change the default ports associated with the SQL Server installation to put off hackers from
port scanning the server.
l Remove the BUILTIN/Administrators group from the SQL Server Logins.

Configuring a secure system

You should follow these best practices to maximize the security of Sage CRM.

l User authentication. A user requires a user name and password to access Sage CRM. User
passwords are encrypted in the system and in the database for maximum security. You can change
a user's existing password but cannot view it. You can set the minimum length and strength of
passwords, and specify the number of days before a password expires. For more information,
seePassword policies and Security Profile fields.
l Security profiles and territories. You can set up security profiles and territories to manage security
access rights across the organization. A profile is a way of grouping users when defining access
rights to view, update, insert, or delete records. You can further divide users rights by territory. For
example, you can allow users in the Europe territory to view all opportunities in the USA territory, but
not update them. Advanced policies let you define complex inter-territory security rights and
exception handling. For more information, see Security profiles and Territories.
l Field security. You can set up field security for the Sage CRM system, individuals, teams, and
security profiles. For example, you could make a field invisible to some users, allow other users to
view the contents of the field but not to change them, and give other users read and write access to
the contents. Or you could make it mandatory for the user to enter a value in the field before
submitting the form. For more information, see Using field security.
l Company team and restricted tabs. You can restrict user access rights to view and update
information depending on company team membership. For more information, see Security Profile
fields.

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Installation
l Installing Sage CRM
l Changing installed components
l Updating the license key
l Reinstalling Sage CRM
l Uninstalling Sage CRM using the uninstall wizard
l Uninstalling Sage CRM manually

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Installing Sage CRM
When installing Sage CRM, use a dedicated SQL Server user for Sage CRM rather than the sa user.
Alternatively, ensure there's a back-up user with the same privileges as sa in SQL Server. Both measures
prevent access issues if the sa account gets locked out of Sage CRM.

Note: Install only one Sage CRM instance per server. Sage doesn't support configurations where two or
more Sage CRM instances are installed on the same server.

1. Run Setup.exe and click Install Sage CRM. Click Next to move through the installation wizard.
2. Review and accept the software license agreement.
3. Select New Install, confirm your name and company name, and enter your license key. You cannot
register your license key more than five times. If you need to register the key more than five times,
please contact your business partner.
4. Select the SQL server.
l If you select Existing Microsoft SQL Server, enter the installation name. The SQL server
must have a case insensitive collation. Binary or case-sensitive collations are not supported.
The default SQL Server port is 1433.
l If you select Install Microsoft SQL Server Express, you're prompted to install the
software. The sa account password for the SQL Server Express install is SageCRM#20xx,
and the instance name is CRMEXPRESS2017. The SQL Server Express port is chosen
automatically.
5. Enter the installation name and set the default location for the program files. We recommend you
use the default installation name CRM. If you enter an alternative name, ensure there are no spaces
in the name. IIS looks in the default location for the Sage CRMhome page. Extended characters in
the installation path or folder are not supported. To include extended characters, you must
implement a workaround, such as running Tomcat as a service using the .NET tool RunAsService.
This is an open source tool (http://runasservice.sourceforge.net) which registers a .NET Windows
service that's configured to run any executable.
6. Confirm the database server name or IP address, your SQL Server user ID, and enter your
password.
7. Select Include basic demo data to get sample companies, leads, opportunities, cases, solutions,
communications, people, territories, users, campaigns, and workflows. If you don't include
demonstration data, you get sample workflows only.
8. Select optional addons. For example, Sample Self Service support site.
9. Choose a default currency. The default currency is displayed in a read-only format against all
currency type fields in Sage CRM. If your implementation deals with multiple currencies, this forms
the Base Currency against which all other currencies are calculated. If your default currency is not

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 displayed on the list, click New. Add the currency name and internationally recognized code and
click OK. For example, Norwegian Krone and NOK. The new currency is displayed in the list.
10. Select the protocol or proxy settings if required.
l If you select Use HTTPS for Sage CRM connections, you must manually add a server
certificate on the web server (IIS) used by Sage CRM and create an HTTPS binding for the
CRM site. For more information, see How To Set Up an HTTPS Service in IIS.
After you enable HTTPS, update the HTTPPort and OutlookPort entries in the Custom_
Sysparams table in Sage CRM with the port you configured in the HTTPS binding settings.
l If you select Use proxy for Internet access, enter the proxy server address and port and
authentication details.
11. Opt in or out of web analytics, review the current settings, and click Yes to stop IIS.
Web analytics does not collect any personally identifiable information. Rather, web analytics collects
data on how Sage CRM user interface elements are used. By opting into web analytics, you can
help make Sage CRM better.
12. Complete the registration details, and click Finish. If registration is unsuccessful, you can manually
register in <My Profile> | Administration | System | License Key Details.
13. If you're installing Sage CRM on a separate machine to the database server, you must install
Microsoft SQL Client Tools to connect Sage CRM to the database server. Open the command
prompt and run the following command against the copy of SQL Server Express that's included with
Sage CRM:
Setup.exe /qs /ACTION=Install /FEATURES=CONN /IACCEPTSQLSERVERLICENSETERMS

Note: Make sure the time zone set in Sage CRM matches the time zone set in Windows on the
computer where Sage CRM is installed. For instructions, see Setting the time zone.

Changing installed components

You can change specific components in Sage CRM without performing a full upgrade. You can reinstall the
database, registry, program files, IIS aliases, and license key. Changing the license key lets you add on
Sage CRM features that weren't purchased as part of the original license, or you can increase the number of
licensed users. You can use the install shield or the License Key Update application to update the license
key. For more information, see Updating the license key.

1. Run Setup.exe and click Install Sage CRM. Click Next to move through the installation wizard.
2. Review and accept the software license agreement.
3. Select Change existing install of CRM.
4. If there's more than one Sage CRM installation, select the installation you want to upgrade.
5. Select the components you want to reinstall. We recommend that you backup components that are
affected before you proceed.

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 6. If you select License Key, you're prompted to enter the new license key. Any differences between
your previous license and the new license are listed.
7. If you select a database, confirm the database server name or IP address, your SQL Server user ID,
and enter your password.
8. Select Include basic demo data to get sample companies, leads, opportunities, cases, solutions,
communications, people, territories, users, campaigns, and workflows. If you don't include
demonstration data, you get sample workflows only.
9. Select optional addons. For example, Sample Self Service support site.
10. Choose a default currency. The default currency is displayed in a read-only format against all
currency type fields in Sage CRM. If your implementation deals with multiple currencies, this forms
the Base Currency against which all other currencies are calculated. If your default currency is not
displayed on the list, click New. Add the currency name and internationally recognized code and
click OK. For example, Norwegian Krone and NOK. The new currency is displayed in the list.
11. Select the protocol or proxy settings if required.
l If you select Use HTTPS for Sage CRM connections, you must manually add a server
certificate on the web server (IIS) used by Sage CRM and create an HTTPS binding for the
CRM site. For more information, see How To Set Up an HTTPS Service in IIS.
After you enable HTTPS, update the HTTPPort and OutlookPort entries in the Custom_
Sysparams table in Sage CRM with the port you configured in the HTTPS binding settings.
l If you select Use proxy for Internet access, enter the proxy server address and port and
authentication details.
12. Click Yes to stop IIS and then click Finish.

Note: Make sure the time zone set in Sage CRM matches the time zone set in Windows on the
computer where Sage CRM is installed. For instructions, see Setting the time zone.

Updating the license key

You can use the License Key Update application to change the Sage CRM license key. This lets you add on
Sage CRM features that weren't purchased as part of the original license, or increase the number of
licensed users.

1. Go to the Sage CRM installation folder and open the License Update folder.

By default, Sage CRM is installed to %ProgramFiles(x86)%\Sage\CRM\CRM.

2. Run licensekeyupdate.exe.
3. Enter the new license key.
4. Click Next and complete the wizard.

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Reinstalling Sage CRM
You can reinstall an existing Sage CRM installation. The existing installation is completely overwritten.

1. Run Setup.exe and click Install Sage CRM. Click Next to move through the installation wizard.
2. Review and accept the software license agreement.
3. Select Complete Reinstall, confirm the database server name or IP address, your SQL Server user
ID, and enter your password.
4. Select Include basic demo data to get sample companies, leads, opportunities, cases, solutions,
communications, people, territories, users, campaigns, and workflows. If you don't include
demonstration data, you get sample workflows only.
5. Select optional addons. For example, Sample Self Service support site.
6. Choose a default currency. The default currency is displayed in a read-only format against all
currency type fields in Sage CRM. If your implementation deals with multiple currencies, this forms
the Base Currency against which all other currencies are calculated. If your default currency is not
displayed on the list, click New. Add the currency name and internationally recognized code and
click OK. For example, Norwegian Krone and NOK. The new currency is displayed in the list.
7. Select the protocol or proxy settings.
l If you select Use HTTPS for Sage CRM connections, you must manually add a server
certificate on the web server (IIS) used by Sage CRM and create an HTTPS binding for the
CRM site. For more information, see How To Set Up an HTTPS Service in IIS.
After you enable HTTPS, update the HTTPPort and OutlookPort entries in the Custom_
Sysparams table in Sage CRM with the port you configured in the HTTPS binding settings.
l If you select Use proxy for Internet access, enter the proxy server address and port and
authentication details.
8. Opt in or out of web analytics, review the current settings, and click Yes to stop IIS.
9. Click Finish.

Note: Make sure the time zone set in Sage CRM matches the time zone set in Windows on the
computer where Sage CRM is installed. For instructions, see Setting the time zone.

Uninstalling Sage CRM using the uninstall wizard

1. Click Start | Control Panel | Uninstall a Program | Sage CRM.
2. Click Uninstall. Click Next to move through the uninstall wizard.

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 3. Confirm your database server name or IP address, your SQL Server user ID, and enter the
password for this user ID.
4. If you have more than one Sage CRM installation, select the installation you want to remove from
the Uninstall list.
5. If the installation is a Self Service or multi-server CRM install, click Yes to confirm you want to
uninstall it.
6. Confirm the components that will be uninstalled.
7. Click Yes to stop IIS.
8. Select View uninstall log file to view logging information and click Finish. The log file is displayed. If
you need to delete any files manually, details are specified in the log.

Uninstalling Sage CRM manually

The steps listed below use the default installation name (CRM) and the WINNT system directory.

1. To remove all CRM services (Escalation, Integration, Email Manager, and Indexer) and the Apache
Tomcat service, open the command prompt and type
%ProgramFiles(x86)%\Sage\CRM\Services\CRMIndexerService.exe /U
%ProgramFiles(x86)%\Sage\CRM\<InstallName>\tomcat\bin\service.bat remove
<SageCrmInstallName>Tomcat8
2. To unregister the DLL, click Start | Run and type:
regsvr32 "%ProgramFiles(x86)%\Sage\CRM\<InstallName>\WWWRoot\eware.dll" /u
Enclose the path in quotation marks to allow for the space between Program and Files. When the
RegSvr32 dialog box is displayed, click Yes.
3. To delete the CRM connection, click Start | All Programs | Administrative Tools | Internet
Information Services (IIS) Manager. Expand the Connections tree in the left pane to open Default
Web Site and delete the CRM entry.
4. To delete the CRM database, click Start | Programs | Microsoft SQL Server | Enterprise
Manager. Expand the Databases tree in the left pane and delete the CRM entry.
5. To remove the registry entries for a single installation, click Start | Run. Type Regedit and click OK.
Expand HKEY_LOCAL_MACHINE/SOFTWARE/ and delete the eWare folder.
6. To remove the registry entries for multiple installations, click Start | Run. Type Regedit and click OK.
Expand HKEY_LOCAL_MACHINE/SOFTWARE/eWare/Config and delete the appropriate key.
Expand HKEY_LOCAL_MACHINE/SOFTWARE/eWare/Mapping and delete the appropriate key.

7. To delete the CRM installation directory, click Start | Run, type net stop iisadmin /y and click OK.
The web service stops. Go to %ProgramFiles(x86)%\Sage\CRM\<InstallName> and delete the
folder containing CRM installation files. Then go to %WinDir%\system32 and delete eware.cpl.
8. Reboot your computer.

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Server administration
l Scheduling a database backup task
l Setting up a database maintenance plan
l Overview of manual backups
l Backing up the database manually
l Backing up the registry manually
l Backing up program files manually

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Scheduling a database backup task
You can schedule a CRM database backup task using SQL Server. You should run the backup task every
night and include the backup files in any server backup procedures you have, such as storage to a tape drive
or remote disk. For the latest SQL Server backup procedures, see the manufacturer's web site and
documentation.

Setting up a database maintenance plan

You should set up a database maintenance plan. For detailed information on setting up a plan for SQL
Server, see the manufacturer’s web site.

The table below illustrates a sample database maintenance plan for an SQL Server install.

Task Hourly Nightly Weekly Monthly

Database consistency check X

Shrink database X*

Reorganize indexes X

Rebuild indexes X

Update statistics X

Database backup – Full X

Database backup – Differential X**

Database backup – Transaction log X

Maintenance clean-up X

* Or longer – Regularly shrinking a database fragments the drive on which it is running, which reduces
performance. If the database and transactional log file backups are carried out, the Shrink Database task
may not be required.

** Except the night on which the full database is backed up.

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Overview of manual backups
When performing an upgrade, you are prompted to let Sage CRM make an automatic backup of the
database and registry. In addition to this automatic backup, we recommended you perform a manual backup
of the database, registry, and program files before beginning any work on an upgrade. You should also
perform a manual backup before implementing any customization work in a live environment.

A manual backup allows you to preserve a complete set of system, database, and registry files that can be
stored independently of the upgrade environment. This provides added security against data loss during the
upgrade procedure.

A manual backup also allows you to restore the customer’s environment in-house, creating a mirror image of
the customer’s existing Sage CRM environment. You can then carry out the upgrade procedure and post
upgrade testing in-house, or on a test server at the customer site.

Backing up the database manually

1. Ensure the location where you'll save the backup files has sufficient storage space.
2. Open the Database Administration tool and back up the database.
3. Save the restored database files to the backup folder.
4. Zip up the database backup files to save space.
5. Delete the unzipped database backup file. If you experience any difficulties when backing up the
database, contact the IT administrator at the customer site.

Backing up the registry manually

1. Ensure the location in which you'll save the backup files has sufficient storage space.
2. From the desktop on the Web Server, click Start | Run.
3. Type Regedit and click OK. The Registry Editor opens.
4. Go to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Config\<Install Name>
5. Click File | Export.
6. Enter a file name in File Name, browse to the backup location and click Save.
7. In the Registry Editor, go to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Mappings and select
the file that corresponds to the install you're upgrading.

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 8. Click File | Export.
9. Enter a file name in File Name, browse to your backup location, and click Save.

Backing up program files manually

1. Ensure the location where you'll save the backup files has sufficient storage space.
2. Browse to the Sage CRM install files.
3. Create a zip file containing the install name folder and all sub-folders.
4. Save the zip file to your backup location.

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Upgrading
l Test upgrades
l Live upgrades

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Test upgrades
l Preparing for a test upgrade
l Installing backups to the test environment
l Performing a test upgrade

Preparing for a test upgrade

A test environment lets you carry out trial runs of the upgrade procedure, and to test upgraded
customizations, regularly used functionality, and data integrity in a controlled, non-live environment. By
dealing with upgrade errors in the test environment, you minimize the likelihood of downtime when you
perform a live upgrade.

To help avoid problems associated with poor upgrades, we recommended you first create a manual backup
of the Sage CRM program files, registry, and database. Then set up a test environment that mirrors the live
environment. The accuracy of test results decreases as the test environment diverges from the live
environment. Perform a test upgrade on the test environment and test it. When you're happy with the results
of the test upgrade, perform the live upgrade.

Things to note when preparing for a test upgrade include:

l Licensing. A separate license key is required for the test install. Your local Sage Op-Co can provide
you with a trial license key free of charge. This key can be made to mimic the live license key
functionality exactly, and should include the Extensibility Module. It expires three months after
installation. 
l Software Installation. To successfully mirror the live environment, install Microsoft IIS, database
management software (for example, SQL Server), and a clean install of the existing version of Sage
CRM on the test server. Restore the current live database, the live registry, and the program files to
the test environment.
l Server. The test environment should not reside on the same server as the live Sage CRM web
server or SQL server, as variables added into a live environment increase the chance of downtime.
For example, if an IIS reset is required on the test web server, and the client is running Sage CRM
on the same server, the production system will be impacted.
l Baseline testing. When you've set up the test environment, test commonly used Sage CRM
functionality and components to ensure the test environment is functioning as an exact mirror of the
live environment. For example, if you generate particular reports on a daily basis, test this procedure
on the test environment. If the test environment is at the customer site, have Sage CRM users
perform their regular tasks on the test environment. Don't spend a lot of time testing functionality
that's never used by the customer.
l Script customizations. If the client’s license includes the Extensibility Module, you can script any
changes to Sage CRM into an ES file. Include the Extensibility Module in the test license to ensure

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 that customizations made in the test environment can be carried across to the upgraded live
environment.

Installing backups to the test environment

Before performing a test upgrade, install the backup files to the test environment to ensure it mirrors the live
environment.

1. Install a trial installation of the current version of Sage CRM. The trial key must have the same
number of users and the same optional functionality as the key used in the live environment.
2. Stop IIS.
3. Restore the database backup that you've taken from the live environment. For more information,
see Restoring the database backup.
4. Restore the registry backup. For more information, see Restoring the registry backup.
5. Copy the system files that you've backed up from the backup area to the test environment.
6. Re-register eware.dll. For more information, see Reregistering the installation.
7. Restart IIS.

Performing a test upgrade

l The procedure for performing a test upgrade is the same as the procedure for performing a live
upgrade. For more information, see Upgrading Sage CRM.
l When the test upgrade has finished, view the upgrade log files for errors that occurred during the
upgrade. For more information, see Reviewing the upgrade log.
l Test the upgrade to identify and correct bugs and errors. Focus your testing on frequently used
functionality and components. For more information, see Testing a live upgrade.
l Perform the live upgrade only when you're completely satisfied that the test upgrade has been
successful.

Live upgrades
l Preparing for a live upgrade
l Upgrading Sage CRM
l Reviewing the upgrade log
l Upgrade scripts
l Testing a live upgrade
l Sample upgrade checklist

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Preparing for a live upgrade
l You need a 2020 R1 license key for the upgraded version.
l Indexes or statistics are not removed from databases during upgrade. A database column with a
statistic or index may cause an error during the upgrade process. Delete any automatically created
indexes or statistics (beginning with "_dta_index_" or "_dta_stat_") that cause problems and then
run a database optimization process after the install. For example, the MSSQL Database Tuning
Advisor.
l Users and administrators can access Welcome Dashboards after upgrading to 2020 R1.
l If there were no default dashboards set in the version being upgraded, the Welcome
Dashboards are displayed as the default dashboards.
l If there were default dashboards set in the version being upgraded, the Welcome
Dashboards are included in the dashboard drop-down list.
l If you plan to upgrade after office hours, retrieve the license key and test it during office hours so you
can address any problems while assistance is available. To test the key, start the upgrade. If the key
is not accepted, cancel the upgrade and contact your license key provider. If the key is accepted,
cancel the upgrade.
l IIS is stopped during an upgrade. This affects customer sites if there are other web applications
running on the same server as Sage CRM. You should install Sage CRM on a dedicated server if
possible.
l Notify end users that they'll be unable to use Sage CRM during the upgrade.
l Perform a manual backup of the database, registry, and program files. For more information, see
Overview of manual backups.
l Back up customized system views as they may be overwritten during the upgrade.
l Upgrade to the very latest Sage CRM release, up to and including the latest patch service pack.

Upgrading Sage CRM

For a list of Sage CRM versions from which you can upgrade to 2020 R1, see the Sage CRM 2020 R1
Release Notes posted on the Sage CRM Help Center.

Note: You should make a full backup of your data before upgrading. After upgrading Sage CRM, you
must log on to Sage CRM as a system administrator at least once before upgrading to the next version.
This is required to update the Sage CRM database correctly.

1. Run Setup.exe and click Install Sage CRM. Click Next to move through the installation wizard.
2. Review and accept the software license agreement.

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 3. Choose Upgrade previous version of CRM, confirm your name and company name, and enter
your license key.
4. Specify the database server name or IP address, your SQL Server login ID, and enter your
password.
5. Select Backup existing copy of the database, program files and registry and specify the backup
location for the database.
6. Select if you want to install Sample Self Service support site.
7. Select the protocol or proxy settings if required.
l If you select Use HTTPS for Sage CRM connections, you must manually add a server
certificate on the web server (IIS) used by Sage CRM and create an HTTPS binding for the
CRM site. For more information, see How To Set Up an HTTPS Service in IIS.
After you enable HTTPS, update the HTTPPort and OutlookPort entries in the Custom_
Sysparams table in Sage CRM with the port you configured in the HTTPS binding settings.
l If you select Use proxy for Internet access, enter the proxy server address and port and
authentication details.
8. Opt in or out of web analytics.
9. Review the current settings. Click Next to begin upgrading.
10. After upgrading, clear your browser cache once for an optimized view of Sage CRM. The steps for
clearing the cache depending on the browser you're using. For example, in Internet Explorer 11, go
to Tools | Safety | Delete Browsing History, select Temporary Internet Files and click Delete. For
details, see the browser help.

Reviewing the upgrade log

1. Go to %Program Files(x86)%\Sage\CRM\<InstallName>\Setup and open upgradelog.html.
Review the upgrade log to ensure all elements, such as views, tables, indexes, index constraints,
and registry keys, have been fully upgraded. The Upgrade Summary panel lists scripts that were run
during the upgrade and indicates whether they were successful. For more information, see Upgrade
scripts.
2. Check the CRM script logs in the top left panel and click a link to view a summary report. Click
Expand All and review each section of the report.
3. Check the SQL script logs in the bottom left panel and click a link to view the log file.
4. If errors occurred while an SQL script was running, an html file with an asterisk symbol (*) is
generated. Click the html link to view a summary of the error. Manually correct any problems with a
NB must be fixed message.

Upgrade scripts
The following scripts run when you run the upgrade install wizard:

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 l CustomPages.es updates the Sage CRM internal custom pages.
l Custom_Captions.es adds new captions and translations to the system.
l updatehelplink.es inserts all new help files content.
l update_metadata.es updates and cleans all metadata.
l addConstraints.es applies database integrity constraints.
l views.es runs and upgrades system views.
l user_views.es runs and upgrades customizable Sage CRM user views.
l Tables.es updates the schema, adds new tables, columns, and adjusted columns.
l Update_indexes_mssql.sql

Testing a live upgrade

It's a good idea to discuss testing requirements with the customer before you upgrade the system. Your
post-upgrade testing should focus on the following:

l Functionality that's used frequently by the customer.

l Advanced customizations. In general, testing customer customizations should take a large amount
of the allotted test time.
l Data integrity. Carry out data checks to ensure that upgraded data appears as expected.

Test Action Success

Log on is successful

Mail merge / document drop functionality working, and with the correct plugin

Report writer presenting in all formats (HTML, PDF, CSV, XLSX)

Email management functioning as expected, including customizations

Functionality regularly used by the customer working as expected

Previous functional integration with third-party database functioning as expected

Advanced customizations (.ASP pages) functioning as expected

Custom icons copied to new install location

Outlook and Exchange Integration functioning as expected

All plugins (Outlook, xEwareControl Version, and CTI) updated and working as
expected

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Test Action Success

All plugins compatible with, and match, the upgraded version of Sage CRM

Library location is correct

Add/Find/Edit/Delete records for each entity working as expected

System help functioning as expected

Data upload functioning as expected

Interactive dashboard loads successfully (My CRM | Dashboard)

Interactive dashboard loads successfully in the Company context (Company

context | Dashboard), and the default dashboard is the Company Summary
dashboard

Sample upgrade checklist

Test Action Complete

Manual backup – pre-test upgrade

Complete backup of Sage CRM database

Complete backup of Sage CRM program files

Complete backup of Sage CRM registry key

Generate test environment

Source trial license key for current version (with EM)

Source trial license key for upgrade version (with EM)

Install dependent third party software on test environment

Install current Sage CRM version using trial license key

Restore manual backup database to test environment

Delete vSentinal out of the views in the restored Sage CRM database

Restore Sage program files to test environment

Confirm Windows NT security has been correctly set

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Test Action Complete

Restart IIS

Complete base line testing (UAT test)

Script customizations using component manager and Zip

Test upgrade

Complete install shield upgrade to current version

Upgrade to latest service pack of Sage CRM

Upgrade logs

Review upgrade logs for errors

Investigate each error and document resolution or outcome

Complete resolutions for each error

Function testing

Complete generic functionality testing

Complete additional functionality testing

Document and resolve any functional irregularities

Client customization testing

Complete visual scan of screen customizations

Complete custom functionality testing

Document and resolve any custom irregularities

Data integrity testing

Complete random sampling of 20 company records

Client completes data integrity testing

Document and resolve any data irregularities

Freeze live system

Estimate downtime for production system and document risks to client

Obtain client sign off to move forward with live upgrade

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Test Action Complete

Lock users out of the Sage CRM system as server is taken offline

Live manual backup – pre live upgrade

Complete backup of Sage CRM database

Complete backup of Sage CRM program files

Complete backup of Sage CRM registry key

Live upgrade

Complete install shield upgrade to current version

Upgrade to latest service pack of Sage CRM

Upgrade logs

Review upgrade logs for errors

Investigate each error and document resolution or outcome

Complete resolutions for each error

Live manual backup – post live upgrade

Complete backup of Sage CRM database

Complete backup of Sage CRM program files

Complete backup of Sage CRM registry key

Function testing

Complete generic functionality testing

Complete additional functionality testing

Document and resolve any functional irregularities

Client customization testing

Complete visual scan of screen customizations

Complete custom functionality testing

Document and resolve any custom irregularities

Data integrity testing

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Test Action Complete

Complete random sampling of 20 company records

Client completes data integrity testing

Document and resolve any data irregularities

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Restoring a live environment
If a live upgrade fails, or if there are problems with functionality in a new upgrade, we recommend that you
return the customer site to the pre-upgrade live environment while any problems are addressed. This will
minimize downtime at the customer site.

To restore a live environment, complete the following steps:

l Reregistering the installation

l Restoring the database backup
l Restoring the registry backup
l Redirecting the website
l Stopping and restarting IIS

Reregistering the installation

1. Click Start | Run.
2. Type regsvr32 %ProgramFiles(x86)%\Sage\CRM\<InstallName>_backup and click OK.
3. Click OK to complete the registration.

Restoring the database backup

1. Open the Database Administration tool.
2. Save the restored database files to the backup folder.
3. Restore the backed up database to the previously installed version. For information about restoring
backed up databases, see your database administration documentation. If you experience
difficulties restoring the database, contact the IT Administrator at the customer site.

Restoring the registry backup

1. On the web server desktop , click Start | Run.
2. Type Regedit and click OK.
3. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Config and click File | Import.

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 4. Browse to where you've backed up the registry, select the registry file and click Open.
5. Click OK to complete the registry import.
6. Browse to HKEY_LOCAL_MACHINE\SOFTWARE\eWare\Mappings and click File | Import.
7. Browse to where you've backed up the registry, select the mappings file and click Open.
8. Click OK to complete the mappings import.

Redirecting the website

1. Open IIS Manager.
2. Browse to Sites | Default Web Site | CRM Install.
3. Right-click the install name and click Manage Application | Advanced Settings.
4. Enter the path to the backed up website in Physical Path.
5. Click OK.

Stopping and restarting IIS

1. Click Start | Administrative Tools | IIS Manager.
2. To stop IIS, click Stop.
3. To restart IIS, click Restart.

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Multi-server Sage CRM
l Multi-server Sage CRM prerequisites
l Installing multi-server Sage CRM
l Configuring multi-server Sage CRM
l Load balancing in a multi-server environment
l Preparing for upgrading multi-server Sage CRM
l Upgrading multi-server Sage CRM
l Installing Sage CRM on the database server
l Installing Sage CRM on a non-database server

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Multi-server Sage CRM prerequisites
You can implement Sage CRM in a fully distributed environment, where a single database is accessible
through multiple servers. Performance is enhanced due to efficient load balancing that's performed by Sage
CRM or a dedicated load balancing application.

l You need a valid license that includes multi-server Sage CRM. Your license key can be used on all
servers in the cluster.
l Identify the servers in the cluster on which you'll install Sage CRM and identify the database server
on which the database will be created. In a typical multi-server Sage CRM environment, CRM install
files are created on web/application servers and the database resides on a separate, dedicated
database server.
l Identify the servers in the cluster on which CRM services such as the Indexer, Escalation, and Email
Manager will run. They are installed only once and usually run on the first (primary) web server, but
in a multi-server Sage CRM environment they can split across other application servers in the
cluster. For example: Application server 1 (primary web server) - Email manager, Application server
2 - Indexer service, Application server 3 - Escalation service

Installing multi-server Sage CRM

Install Sage CRM on the primary web server. The first install installs the CRM database to the database
server. This is the only web server on which you install the database for the multi-server Sage CRM
installation. Follow the instructions in the installation wizard for a typical Sage CRM installation. Note the
installation name as you'll need this when installing the other servers.

You should install only one single Replication Engine instance on the primary server. To ensure that
installing subsequent nodes won’t break any existing Exchange synchronizations:

1. Disable the integration from SCRM UI on the first server.

2. Install the next node.
3. Stop the Apache Tomcat 8.5 <SageCrmInstallName>Tomcat8 Windows service.
4. To remove the Replication Engine from the new node, remove the following:
l File %ProgramFiles(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>ExchangeSyncEngine.war
l Folder %ProgramFiles(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>ExchangeSyncEngine
5. Start the Apache Tomcat 8.5 <SageCrmInstallName>Tomcat8 Windows service.
6. Enable integration on the first node.

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Then install Sage CRM on the other web servers in the cluster. Follow the instructions in the installation
wizard for a typical Sage CRM installation. Set the installation name and database server name to the
values used for the primary web server. Do not install the database on these web servers.

A Tomcat service is installed on the web server to support the Interactive Dashboard and SData features . In
a multi-server CRM environment, the Tomcat service is installed in %ProgramFiles
(x86)%\Sage\CRM\<InstallName>\tomcat on each web server in the cluster. If changes are made to
custom tables on the database, the Tomcat service and the eware.dll on each web server reloads its
metadata. Ensure the database server has enough concurrent connections to reload the sum of one DLL
per web server plus one Tomcat database connection pool per web server.

For the Document Library feature to work correctly in multi-server environments, you must define a shared
UNC network path with the appropriate access rights to the Library folder.

1. Click <My Profile> | Administration | Email and Documents | Documents & Reports
Configuration.
2. Click Change.
3. Enter the network path in Physical root directory for mail merged documents.
4. Enter the network path in Default document templates location for mail merge.
5. Click Save.

Configuring multi-server Sage CRM

Database configuration settings are automatically set up when you install multi-server Sage CRM. The
default database for each Sage CRM server in the multi-server environment is the name of the original Sage
CRM installation. This is the database to which all the servers connect.

Any changes you make on a Sage CRM server are reflected on all other Sage CRM servers in the cluster.
Metadata is refreshed on all servers if you perform any customization.

Warning: If you upgrade the SQL server on the database server, you must also upgrade the client tools
on the application server. If you do not upgrade the client tools, CRM services are unable to connect to
the database server and errors occur.

If you perform an IIS reset or a recycle of the application pool on the servers in the cluster, you must log on to
each server in the cluster manually in order for load balancing to operate normally.

You can edit the multi-server Sage CRM configuration settings for the server on which the database is
installed.

1. Click <My Profile> | Administration | System | Database.

2. Click Change.

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 3. Configure the fields related to multi-server Sage CRM deployments.
For more information, see Database fields.
4. When finished, click Save.

Load balancing in a multi-server environment

If a user tries to log on to Sage CRM when load balancing is enabled, a list of available servers is obtained
from the custom_sysparams table. The number of users logged on to each server is calculated, and the
server with the lowest number of logged on users is identified. The Sage CRM logon page is submitted to
this server and when the user is logged on, the server name is displayed in the URL.

The diagram below illustrates load balancing when four users attempt to log on to Sage CRM in a multi-
server Sage CRM environment.

In this scenario, load balancing has been configured on a cluster of three servers: Server 1, Server 2, and
Server 3. Each server can access the Sage CRM database which resides on Server 2. User 1 logs on from
Client 1, then User 2 logs on from Client 2, then User 3 logs on from Client 1, and then User 4 logs on from
Client 3.

Users are logged onto the database as follows:

l User 1 and User 4 are logged on to the Sage CRM database by Server 1.
l User 2 is logged on to the Sage CRM database by Server 2.
l User 3 is logged on to the Sage CRM database by Server 3.

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Preparing for upgrading multi-server Sage CRM
l You require a 2020 R1 license key to upgrade to 2020 R1.
l Your license key can be used on all servers in the cluster.
l Before beginning an upgrade, ensure all servers (with the exception of the database server) are
disconnected from the database.
l You can point multiple Tomcat servers at one database if the database provides enough
connections to serve the multiple connection pools.  Each Tomcat server opens a connection pool of
10 connections by default.

Upgrading multi-server Sage CRM

l Create a manual backup of the database from the database server. For more information, see
Overview of manual backups.
l For all Sage CRM servers in the cluster, including the database server, create manual backups of
the program files and the registry.
l Set up a test environment that mimics the live environment as closely as possible. For example, if
there are four servers in your multi-server cluster, set up four test servers, with each one an exact
(or close) copy of a live server. For more information, see Performing a test upgrade.
l Perform a test upgrade on the test environment.
l Test the test upgrade.
l When you're happy with the results of the test upgrade, perform a live upgrade on each Sage CRM
server, starting with the database server. For more information, see Installing Sage CRM on the
database server and Installing Sage CRM on a non-database server.
l Test the live upgrade. For more information, see Testing a live upgrade.

Installing Sage CRM on the database server

Click Next to step through the installation wizard.

1. Run Setup.exe and review and accept the Software License Agreement.
2. Select Upgrade Previous Version of CRM.
3. Choose the install you want to upgrade and enter your name, company name, and license key as
provided by the vendor.

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 4. Confirm your database server name, port number and your SQL Server user ID, and enter the
password for this user ID.
5. Select Backup Existing Copy Of The Database, Program Files, And Registry.
6. Browse to the backup location for the database.
7. Click Yes to stop IIS and continue the installation. When this process has finished, a dialog box is
displayed to confirm where the program files, database, and registry have been backed up.
8. Click OK.
9. Complete all fields on the Registration page. The registration details are sent to the Sage
CRM registration server as a background process. If this is not successful, the registration can be
completed manually from within Sage CRM in <My Profile> | Administration | System | License
Key Details.
10. Select Finish to complete the installation process. The Readme file and the Logon page are
displayed.

Installing Sage CRM on a non-database server

Click Next to move through the installation wizard.

1. Run Setup.exe and review and accept the Software License Agreement.
2. Select Upgrade Previous Version of CRM
3. Choose the install you want to upgrade and enter your name, company name, and license key as
provided by the vendor.
4. Click Yes and select Backup is not Required.
5. Click Yes to stop IIS and continue the installation.
6. Select Launch Sage CRM Now and View Upgrade Log Files.
7. Click Finish. The Sage CRM log on page is displayed in a new browser window.

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Deploying Sage CRM using XenApp or
RDS
For detailed information about versions of Citrix XenApp and Remote Desktop Services (RDS) supported
by Sage CRM, see the 2020 R1 Hardw are and Software Requirements published on the Sage CRM Help
Center.

l Working with XenApp

l Working with RDS
l Installing Sage CRM plugins

Working with XenApp

Citrix XenApp is a solution for virtual application delivery that provides users with access to Windows
applications and data over any network and on any device. You can use XenApp to make Sage CRM
plugins installed on a single computer available to users in the entire organization.

Note: Certain limitations apply when you deploy Sage CRM via XenApp. For more information, see the
2020 R1 Hardware and Software Requirements on the Sage CRM Help Center.

For more information about Citrix XenApp, go to https://www.citrix.com/products/xenapp/overview.html.

For instructions on how to install Sage CRM plugins on a Citrix XenApp server, see Installing Sage CRM
plugins.

Working with RDS

Remote Desktop Services (RDS), formerly known as Terminal Services, is a server role in Windows Server
that enables users to remotely access applications hosted on a single computer over the corporate network
or from the Internet. You can use RDS to make Sage CRM plugins installed on a single computer accessible
to users in the entire organization.

For more information about RDS, see "Remote Desktop Services Overview" on technet.microsoft.com.

To make sure that your environment is supported, you should perform a full user acceptance testing of the
application.

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For instructions on how to install Sage CRM plugins on a Windows Server that has the Remote Desktop
Services role deployed, see Installing Sage CRM plugins.

Installing Sage CRM plugins

This section provides instructions on how to install Sage CRM plugins on a Citrix XenApp server or a
Windows Server that has the Remote Desktop Services role deployed.

l Installing Lite Outlook Plugin

l Installing Classic Outlook Plugin

Installing Lite Outlook Plugin

To make the Lite Outlook Plugin available to users who access Sage CRM via Citrix XenApp, log on to the
Citrix XenApp server for each user under their own profile and install the plugin on a user-by-user basis.

Installing Classic Outlook Plugin

To install the Classic Outlook Plugin for users who access Sage CRM via Citrix XenApp, log on to the Citrix
XenApp server for each user under their profile and install the plugin on a user-by-user basis. Make sure you
install the plugin to a separate folder for each user.

l Preparing to install Classic Outlook Plugin

l When Classic Outlook Plugin is installed

Preparing to install Classic Outlook Plugin

Before installing the Classic Outlook Plugin, make sure that:

l Iexplore.exe and Outlook.exe processes are not running on the Citrix XenApp server.
l The latest Service Pack is applied to the Microsoft Office suite.
l All users and administrators have disconnected from the Citrix XenApp server.

Warning: If a user or administrator is connected to the server while the plugin is being installed, registry
settings or .dll files required for the installation can become unavailable.

When Classic Outlook Plugin is installed

After installing the plugin, open Registry Editor (regedit.exe) and make sure that the value of the
LoadBehavior key in the following locations is set to 3:

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 l HKLM\Software\Microsoft\Office\Outlook\Addins\crmoutlookplugin.OutlookCRMPlugin
l HKCU\Software\Microsoft\Office\Outlook\Addins\OutlookAddIn2003

Warning: Make sure that none of the users uninstall the plugin. If they do, the plugin may stop working
properly or become unavailable for all users. In this case, you'll need to reinstall the plugin from scratch.

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Configuration

l System settings
l Timings
l Themes

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System settings
l Configuring logging
l Configuring database settings
l Refreshing metadata
l Configuring system behavior
l Reviewing locks
l Configuring web services
l Configuring Quick Find
l Configuring Keyword Search
l Locking the system
l Configuring license key details
l Configuring proxy settings
l Checking system health
l Setting a custom server name for internal requests

Configuring logging
1. Click <My Profile> | Administration | System | Logging.
2. Click Change.
3. Complete the Logging fields.
4. Click Save.
5. Select the Logs that you want to view from Select log files.

You can also enable detailed logging for the Interactive Dashboard gadgets.

Enabling detailed logging for interactive dashboards

You can enable detailed logging on the Sage CRM server to troubleshoot issues related to interactive
dashboards.

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 1. On a Sage CRM server, locate and open the following file:

<Sage CRM installation folder>\tomcat\webapps\<InstallName>j\WEB-INF\log4j.xml

where

l <Sage CRM installation folder> is the folder you specified when installing Sage CRM. By
default, this is %ProgramFiles(x86)%\Sage\CRM\CRM.
l <InstallName> is the Sage CRM installation name. By default, this is CRM.
Example:

%ProgramFiles(x86)%\Sage\CRM\CRM\tomcat\webapps\crmj\WEB-INF\log4j.xml

2. In log4j.xml file, locate the following code:

<logger name="com.sage.scrm" additivity="false">
    <level value="ERROR"/>
    <appender-ref ref="scrm"/>
</logger>

3. Set the value of the level value parameter to DEBUG and save the file: 
<logger name="com.sage.scrm" additivity="false">
    <level value="DEBUG"/>
    <appender-ref ref="scrm"/>
</logger>

4. Restart the Tomcat service:

a. Open the Services tool (services.msc).
b. Right-click the Apache Tomcat 8.5 <InstallName>Tomcat8 service and select Restart.

Warning: When the level value is set to DEBUG, it causes Sage CRM to consume more system
resources. Set the level value back to ERROR when you're done troubleshooting.

Logging fields
The following table describes the Logging panel fields. For more information about logs, see Logs in the
Troubleshooting Help.

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 Field Description

System Logging Level The logging level recorded in the system log file (%ProgramFiles
(x86)%\Sage\CRM\<CRM Instance Name>\Logs\ewaresystem.log).
A new file is created daily and can be used for diagnosing problems.

SQL Logging Level The logging level recorded in the SQL log file (%ProgramFiles
(x86)%\Sage\CRM\<CRM Instance Name>\Logs\ewaresql.log). A
new file is created daily and can be used for diagnosing problems. The
file lists executed SQL, the duration of the execution, and errors thrown.

Query Duration Logging When a query takes longer exceeds this duration, the number of
Threshold (Milliseconds) milliseconds it will be logged.

.NET Logging The logging level recorded in the .NET log file (%ProgramFiles
(x86)%\Sage\CRM\<CRM Instance Name>\CustomDotNet\.netlog).

Configuring database settings

Changes to database settings should be carried out with care by an experienced database administrator.
Incorrect changes to the configuration may prevent Sage CRM from running. Changes to most of the fields
result in automatic updates to Sage CRM's Java properties to ensure features dependent on these continue
to work - for example the Interactive Dashboard and Exchange Integration. If the automatic update is not
successful, a message is displayed on-screen.

1. Click <My Profile> | Administration | System | Database.

2. Click Change.
3. Complete the Database fields.
4. Click Save.

Connecting to the database server using its IP address

You can configure an existing install of Sage CRM to connect to the SQL Server using its IP address rather
than its name in the connection strings.

Step 1: Change the administration settings

1. Log on to Sage CRM as a system administrator.

2. Go to <My Profile> | Administration | System | Database.
3. Click Change.

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 4. In the Default Database Server (SQL Server Only) option, replace the database server name with
its IP address.
5. Click Save.

Step 2: Update the database properties files

1. Open the Sage CRM installation folder.
By default, this is %ProgramFiles(x86)%\Sage\CRM\CRM.
2. Locate the following files:
l tomcat\webapps\crmj\WEB-INF\db.properties
l tomcat\webapps\crmExchangeSyncEngine\WEB-INF\db.properties
3. Open and edit each db.properties file as follows:
a. Under the #SQL Server settings element, locate the db.url property.
b. In the property value, replace the database server name with its IP address.
For example: 
db.url=jdbc:log4jdbc:sqlserver://10.2.88.5:1433;databaseName=CRM;langua
ge=English;
where 10.2.88.5 is the database server IP address.
c. Save your changes.

Database fields

Field Description

Database User ID This is the user ID that is used to connect to the database. This user
must be set up in SQL Server Enterprise manager.

Database Password This is the password of the SQL Server user. Set up in SQL Server
Enterprise manager.

Use Integrated Windows NT If this is checked then the IUSR account is used to connect to the
Security database. The Database User ID and the Database Password are
ignored. This is for SQL Server only. The Administrator must ensure that
IUSR is added as a user to SQL Server and enables access to the
database.

Default Database Driver Sets the type of driver you are connecting to using MDAC.

Default Database Server Specify the name or IP address of the database server hosting the
(SQL Server Only) default SQL database. For more information, see Connecting to the
database server using its IP address.

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 Field Description

Default Database This is the name of the database on your database server.

Always Use Default Set to Yes, the logon page prompts the user for user name and
Database password. "Yes" is the mandatory setting for production environments.
Set to No, the logon page prompts the user for user name, password,
and the database name. An IIS reset is required before an alternative
database can be logged onto. "No" is strictly for use in a development
environment only.

Query Timeout (sec) The maximum amount of time that a query is allowed run on the
database server before a timeout error is displayed in Sage CRM.

Port Number SQL Server port number added during the install - default is 1433.

Fields that display for multi-server Sage CRM deployments:

Field Description

Distributed CRM web server The names of the Sage CRM servers in the cluster, separated by
names semicolons.

Distributed CRM web server IP A list of IP addresses from which Sage CRM accepts incoming
addresses requests for user count. When specifying IP addresses, use a
semicolon as a separator.

This field accepts an asterisk (*) as a wildcard, for example: 

192.0.2.*

Do Load Balancing l True. Sage CRM performs load balancing.

l False. A load balancing application performs load balancing.

DTLS Server Name The name of the server on which all Table Level Scripts are
performed.

If this is an HTTPS server, the server name must be the name

specified on the server certificate.

Fully qualified CRM web server The complete domain name for web servers, consisting of the
names hostname and domain name. An example is mymail.sage.com,
where the hostname is “mymail” and the host is located in the domain
“sage.com”.

If any of these servers require HTTPS, the server name must be the
name specified on the server certificate.

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Refreshing metadata
1. Click <My Profile> | Administration | System | Metadata.
2. Select the items you want to refresh.
3. Click Execute Refresh.

Configuring system behavior

1. Click <My Profile> | Administration | System | System Behavior.
2. Click Change.
3. Complete the System behavior fields.
4. Click Save.

System behavior fields

Field Description

Allow Coaching in CRM Specify whether to make on-screen coaching available to users.

Allow Mail Merge to Word Allows users to perform mail merges that create Microsoft Word
documents and also to perform mail merges that create PDFs. If Allow
Mail Merge to Word is set to no, users can only perform mail merges
that create PDFs.

Allow mass operations Specify whether to make the mass delete, mass update, and update
territory functionality available to users.

For example, you need to set this option to Yes in order to delete
documents and communications from the Person or Lead records in a
group.

Analytics Web analytics tracks how users interact with Sage CRM and the device
they use to view the system but doesn't collect any personal data. This
information is used to improve Sage CRM. You can turn analytics on or
off.

Case Refresh Interval The refresh rate in seconds for the Case My CRM list. It is disabled when
set to zero.

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Field Description

Communication Refresh The refresh rate in seconds for the Calendar list. It is disabled when set
Interval to zero.

Company Notes Tab Shows Select from Company And Person Notes, or Company Notes Only. The
default setting is Company And Person Notes. This means that a note
added in the context of a person is also displayed on the Company Notes
tab. If you want notes added in the context of a person to only display in
the context of a person, select Company Notes Only.

Custom server name for Enter the custom server name you want to use for internal requests. The
internal reqs custom server name must include the protocol: http:// or https://.

Example:

http://localhost

Deduplication When set to Yes, deduplication functionality is enabled.

Default CSV File Export Set the delimiter to comma, semi-colon, or tab. When you use the Export
Delimiter To File button on, for example, the results of a company search, the CSV
export will use the delimiter you have set. This makes for easier
conversion to suit your native version of MS Excel. Users can override
this setting by selecting their preferred CSV File Export Delimiter in <My
Profile> | Preferences. For more information, see CSV input/output
matrix.

This setting also impacts data uploads from CSV files. Please make sure
the delimiter in the import file matches the delimiter set in User
Preferences.

Default Language The default language of the Logon screen and the default language set
for new users added in <My Profile> | Administration | Users.

Default System Theme Specify the default system theme. This is the default theme applied
when a new user is added to the system. It is also the theme applied if
the user clicks Set To System Defaults in <My Profile> | Preferences
in edit mode.

On a new installation of Sage CRM, only the Contemporary theme is

available. When you upgrade Sage CRM, all themes that existed in the
previous version of the product remain available in the new Sage CRM
version.

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Field Description

Detect duplicate emails Prevents users from creating Person, Company, and Lead records with
duplicate emails.

With this option enabled, when a user is adding or editing a Person,

Company, or Lead record and tries to assign an email that is already
used by another record in the system, an error occurs.

Home Page URL Displays a new button on the menu with a link to the URL.

Maximum Number Of Upper limit for task or meeting creation using the Recurring
Occurrences Communications feature.

Opportunity Refresh Interval The refresh rate in seconds for the Opportunity My CRM list. It is
disabled when set to zero.

Recent List Length Specify the size of the Recent List. The maximum length is 40.

Search Select Advanced Specify the size of Search Select Advanced lists.
Fields Grid Size

Send internal reqs to actual Allows you to specify a Sage CRM server name to use for internal
server name requests.

Possible options:

l Yes. Specifies to use the actual Sage CRM server name for
internal requests.
l No. Allows you to enter a custom server name in the Custom
server name for internal reqs field.

The server name you specify is used to send internal requests in the
following Sage CRM features:

l Mail Merge
l Data Upload
l MailChimp Integration
l Swiftpage Integration
l GCRM-based integrations
l Exchange Integration

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Field Description

Server Time Zone Time zone of the server. There are 75 time zones to select from. The one
you select defines what daylight settings are used, so you must be
careful in selecting the correct zone. The zone selected must correspond
exactly to the server setting. Therefore, you must stop and restart IIS if
you change the time zone in Sage CRM.

Show Pipeline For When set to Yes, users can see the opportunity and case pipeline from
Company/People the company and person level. The option is typically set to No to prevent
other users from viewing their colleagues’ forecasting information.

Use Area Code Specifies whether area codes are displayed in the application.

Use browser session security Allows you to control whether users can connect to their current Sage
CRM session by using the same SID and access URL on a different
computer.

Possible values:

l Yes (recommended). Prevents users from connecting to their

current Sage CRM session by using the same SID and access
URL on a different computer.
Cookies must be enabled on all client computers.
l No. Allows users to connect to their current Sage CRM session
by using the same SID and access URL on a different computer.
Select this value if cookies are not enabled on all client
computers.

Use Companies Specifies whether companies are used in the application.

Use Country Code Specifies whether country codes are displayed in the application.

Use Exchange Server Set to Yes to enable Exchange Server Integration. For more
Integration information, see Enabling Exchange Integration.

Once this is set to Yes, it is not recommended to switch it back to No

(which re-enables Classic Outlook Integration) unless under guidance
from a Sage CRM support professional.

Use Individuals Specifies whether individuals are used in the application.

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 Field Description

Use local help files Select which help files are displayed to users and system administrators
when they click the Help button.

Possible values:

l Yes. Displays help files installed on the Sage CRM server.

l No. Displays help files hosted on dedicated web servers. When
this value is selected, the computers from which users and
system administrators access help files must be connected to the
Internet.

This field is available only when help files are installed on your Sage
CRM server. For more information, see Installing help files locally.

Use Opportunity Items Select one of the following:

l Quotes and Orders. Enables the full product management

feature and the Quotes and Orders tabs within Opportunities.
l Opportunity Items. Available only if you've upgraded from an
earlier version of Sage CRM.

User Rights To See System If your license includes the System Expiry option, you can select the level
Expiry Warning of user who will see the expiry warning message. If No Admin Rights is
selected, all users see the warning message. If Info Manager is selected,
Info Managers and Administrators see the message. If System Admin is
selected, only Administrators see the message.

The message is displayed after each logon when the expiry date is within
thirty days or less.

Reviewing locks
The system implements different levels of multi-user data handling to ensure each web request is handled
securely, without any conflicts of data access and deadlock.

l Click <My Profile> | Administration | System | Locks. A list of the locks that the system is currently
handling is displayed. There are three levels of locking:
l A session lock is created when a user logs in and is maintained during the login session. It
uniquely identifies the connection that the user has with the server. Any request that the
user makes requires identification of the session lock. A request includes clicking a button, a
hyperlink, or a contact name. Identification of the session lock is handled automatically, as
each button and hyperlink generated by the system has the session lock built in.

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 l Table locks and record locks prevent more than one user updating the same data at the
same time. Record locks create a unique identification of the record that a user is accessing.
l Locks work with ASP pages in Sage CRM. If more than one user is accessing a record by
standard functionality or an integrated ASP page, each user is notified that another user is
currently editing the record. You can switch this off using the CheckLocks property. For
more information, see the Developer Help on the Sage CRM Help Center. When updating
third party databases using extensibility features, the database administrator must ensure
that a third party application and Sage CRM cannot update the same record at the same
time.
l Click a lock hyperlink to review the Record lock fields.
l To delete the lock, click Delete.

Record lock fields

The table below summarizes the information displayed for each record lock.

Field Description

Session Id An identifier that indicates the session that's maintaining the lock.

Table Id An identifier that indicates the table that's locked.

Table Name The name of the table that's maintaining the lock.

Record Id An identifier that indicates the record in the specified table that the lock is
currently held on.

Created By The user that the lock is held for.

Created Date The date on which the lock was created.

Configuring web services

The Sage CRM web service API enables developers to manipulate records remotely with Simple Object
Access Protocol (SOAP) over HTTP using XML. For more information, see the Developer Help on the Sage
CRM Help Center.

1. Click <My Profile> | Administration | System | Web Services.

2. Click Change to change the settings.
3. Change the Web services fields.
4. Click Save.

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Web services fields
The table below explains the fields on the Web Services page.

Field Description

Maximum Number Of Records To Return The maximum number of records you want Web
Services to return at one time. This limits the
response sizes of requests. Pagination is available, so
additional data can still be returned.

Maximum Size Of Request The maximum number of characters you want users
to be able to send to Web Services.

Make WSDL Available To All When set to Yes, the WSDL file can be viewed by
anyone from:

http://<CRM server name>/<CRM install
name>/eWare.dll/webservices/CRMwebservice.wsdl

Users do not need to be logged in to view the file.

Enable Web Services Set to Yes to enable the Web Services functionality.
Set to No to disable Web Services.

This setting overrides the Web Services setting on the

External Access tab on individual entities. Please
refer to Changing external access settings for more
information.

Dropdown Fields As Strings In WSDL File Default is No. Drop-down fields are displayed in the
WSDL as enumerated types, for example comp_
status as an enumeration with the drop down values
in it. When set to Yes, makes the enumerated types
"Strings". This means that, for example, within
Company there is a field called status that is of type
com_type. When this option is set to Yes, it is still
called status but its type is now "String".

Send and Return All Dates and Times in Use UTC (standard for Coordinated Universal Time)
Universal Time timing and format for display of times and dates.

Accept Web Request From IP Address Specify the unique IP address that you want the
WSDL file to be accessible from. When you do this,
the Make Web Services Available To All field
should be set to No.

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 Field Description

Force Webservice Log On If the connection between the web service client and
the service is unexpectedly broken, that client remains
logged on to the server hosting the service. This
means that a new client session will be blocked from
logging on to the server. However, if you set the
Force Webservice Log On setting to Yes, the old
instance of the client is automatically logged out when
a new instance attempts to log on. By forcing new log
ons, this field prevents users from being "locked out"
of a web service following a failed connection or
unsuccessful log out.

Configuring Quick Find

Quick Find allows users to search for key terms across single-line text, email address, and URL fields on all
company, people, case, opportunity, lead, solution, communication, order, quote, and custom entity records
at once. Quick Find gets data from the Quick Find service which runs as a background process. This service
first builds an index of all database records and then periodically updates the index to track records that have
been added or removed.

1. Click <My Profile> | Administration | System | Quick Find.

2. To view the current state of the service, use the following options under Quick Find Configuration: 
l Quick Find service status. Shows whether the Quick Find service is running.
l Last Quick Find index completed at. Shows the date and time when Sage CRM last
indexed data for Quick Find.
You can click Restart Quick Find to restart the service. You might want to do so if the service has
stopped or if the last indexing occurred more than 10 minutes ago. Restarting the service does not
rebuild the index.

3. To configure Quick Find, click Change and use the following options:
l Maximum number of results. Select the maximum number of records you want to appear
in Quick Find results.
l Entities to be indexed. Select the entities you want Sage CRM to index and include in
Quick Find. You can exclude entities from Quick Find to narrow search results, reduce the
size of the index and RAM usage, and improve Quick Find performance. For information
about indexing a custom entity, see Indexing a custom entity for Quick Find.
4. Click Save.

Note: You can exclude individual entity fields from Quick Find. For more information, see Editing a field.

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Indexing a custom entity for Quick Find
To add a custom entity to the Quick Find index, you must add new SQL Server indexes on the _Deleted
and _UpdatedDate fields, and include the ID field on the index. You can enable the PAD option to reduce
fragmentation of the index over time.

The following example adds an index for a custom entity named Project.
CREATE NONCLUSTERED INDEX [IDX_QUICKFIND_Proj_Deleted_UpdatedDate]

ON [dbo].[Project]

[Proj_Deleted] ASC,

[Proj_UpdatedDate] ASC

INCLUDE

[Proj_ProjectId]

WITH

PAD_INDEX = ON

Configuring Keyword Search

Keyword Search allows users to search for keywords across specified primary entities. Users can include
wildcard characters in a keyword search to search for a variety of text and characters.

1. Click <My Profile> | Administration | System | Keyword Search. The date and time of the last full
indexing and incremental indexing of Sage CRM data is displayed.
l A full index is undertaken when the CRM Indexer Service is started and compiled against all
records in the database.
l An incremental index includes records added to the database since the last indexing.
l You can start and stop the CRM Indexer Service. For more information, see Starting and
stopping CRM Indexer Service.
2. Click Change.

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 3. Change the Keyword Search system settings.
4. Click Save.

Tip: You can create a Keyword Search view for a custom entity or edit an existing Keyword Search
view. For more information, see Creating a view for Keyword Search.

To extend Keyword Search to secondary entities, you can create a search screen. For more
information, see Creating a screen in the Developer Help.

Keyword Search system settings

Field Description

Allow Keyword Search In Select Yes to allow users to use Keyword Search.
CRM

Interval Specify the gap, in minutes, between incremental indexes that track
new records added to the database.

Note that if the interval specified here has elapsed and an incremental
index has not been compiled (because the actual service has been
stopped, for example), the user of the keyword search will be warned
that the tool is relying on out-of-date information.

Maximum Number of Indicate the maximum number of records returned by the search. The
Results figure cannot exceed 10,000.

Optimizing Keyword Search

Keyword Search can be impacted if you add large numbers of records to a primary entity. Some guidelines
for optimizing Keyword Search in this situation are as follows:

l Remove unnecessary fields from Keyword Search views.

l Alternatively, create a new Find screen, based on a simple view containing only the fields you
require.
l Ensure that your SQL database has proper indexes on the fields that are included in a Keyword
Search view.
l Use a query analyzer tool (such as SQLs Dynamic Management Views) and a query optimizer tool
for insight into using indexes to optimize performance.
l Test the large number of records and new indexes on a test server before implementing in
production.

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 l Include a basic maintenance plan to rebuild indexes as part of your normal backup task.
l Configure Sage CRM to log any SQL statements that take longer than a specified time to complete,
so you can test new indexes before performance becomes a problem.

Starting and stopping CRM Indexer Service

Keyword Search gets data from a Windows service, which is a system application that can be configured to
start automatically. Running as a background process, this service first builds an index of all database
records and then periodically updates the index to track records that have been added or removed. If you're
using a new Sage CRM installation, the Indexer Service starts automatically.

If Sage CRM is installed as an upgrade, you must manually start the Indexer Service using Microsoft
Windows Services console. You manually start and stop the Indexer Service as follows:

1. In Windows, open the Control Panel.

2. Open Administrative Tools.
3. Click the Services icon. The Service console is displayed.
4. Right-click CRM Indexer Service and click the relevant start or stop option. Click Properties to
define more advanced settings. For example, you can specify the startup type so the service starts
automatically when the system starts.

Note: You should stop the Indexer Service if you disable Keyword Search.

Limiting CRM Indexer Service logging

To limit the amount of logging performed by the CRM Indexer Service, you can remove old log file entries
using a scheduled task.

For example, you can schedule the following command using the Windows Task Scheduler to delete all
search index logs that are two days old:
forfiles /P "%ProgramFiles(x86)%\Sage\CRM\Services\Logs" /D -2 /M
*CRMSearchIndex.log /C "cmd /c del @file"

Alternatively, you can use a command line zip tool to archive old files using forfiles, and then delete them as
necessary.

Locking the system

This option provides a way to log all users except the System Administrator out of the system when essential
maintenance tasks need to be carried out.

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Before implementing a lockdown of the system, you should inform all users who might be affected of when
the process will be initiated. When the locking process is complete, users still trying to interact with the
system will discover that they have been logged out when they attempt to click a button that sends
information to the server. Well-flagged notifications about temporary lockdowns of the system should stop
users from losing data being entered through the interface.

Users cannot log back into the system until you unlock it or the maximum lockout period of three hours has
elapsed.

Note: The only user who can release the lock on the system is the System Administrator who set the
lock. If you have more than one user with Administration rights, they are locked out too.

1. Click <My Profile> | Administration | System | Lock System. The system can be locked when the
icon displays as a closed padlock. The Lock System page is displayed, listing the number of users
currently logged on. Ideally, there should be no users logged on if the System Administrator has
provided sufficient notification of the process.
2. Click Continue to log off any logged on users.
3. Click Continue to lock the system.

Unlocking the system

1. Click <My Profile> | Administration | System | Unlock System. The system can be unlocked
when the icon is displayed as an open padlock.
2. Click Continue.
3. Click Continue. The system is unlocked and users can log on.

Configuring license key details

1. Click <My Profile> | Administration | System | License Key Details.
2. Click Change.
3. Complete the License key fields.
4. Click Save.

License key fields

This option displays the current licensing options. All fields are read-only.

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 Field Description

System License Type Displays Named User Licensing or Concurrent User Licensing.
Concurrent User Licensing is only displayed if your license includes the
Logged On Users License Scheme (concurrent or mixed licensing)
option.

Max Number of Concurrent This field is only displayed if your license includes the Logged On Users
Users License Scheme (concurrent or mixed licensing) option.This shows the
number of users specified in license activation code.

Number of Named Users This field is only displayed if your license includes the Logged On Users
License Scheme (concurrent or mixed licensing) option.This shows the
total number of users with a license type of Named. Please refer to User
fields for more information on setting the license type for a user.

Max Number Of Users Number of users specified in license activation code.

Number of Seats Available Maximum number of users minus the Number of Active Users.

Number of Active Users Number of users set up and enabled for use on the system. Resource,
deleted or disabled users are not included in the total.

Registration Date Date and time the product was registered with Sage CRM. If the product
has not yet been registered, follow the instructions in the Manual
Registration section of the page.

Options Product options specified in license activation code.

System Expiry Date This field is only displayed if your license includes the System Expiry
option. Displays the date when your system expires. No users can log on
from this date onwards, and a new license key is required. A warning is
displayed after each logon when the expiry date is within thirty days or
less.

Configuring proxy settings

Proxy Settings lets you set up a single generic user for proxy security for features requiring Internet access.
For example, gadgets calling external Web addresses on the Interactive Dashboard.

1. Click <My Profile> | Administration | System | Proxy Settings. If you entered the Proxy details
during the install process, the details are displayed here for editing.
2. Click Change.
3. Complete the Proxy settings.
4. Click Save.

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Proxy settings

Field Description

Proxy Requires Select if the proxy requires authentication

Authentication

Proxy User Name Proxy user name. This field is required if the first check box is selected.

Proxy Domain Proxy domain. This field is required if the first check box is selected.

Proxy Address Proxy address. This field is required if the first check box is selected.

Proxy Password Proxy password.

Proxy Port Proxy port.

Checking system health

You can check the current state of the Sage CRM components to see if they're working properly. Click <My
Profile> | Administration | System | System Health.

Troubleshooting system health issues

A Sage CRM component can have one of the following statuses:

l    The component is working properly.

l    The component is not enabled.

l    There are issues with the component.

If there are issues with a component, refer to the corresponding troubleshooting instructions.

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Component Sage CRM features that use Troubleshooting How health check
the component works

Apache Tomcat l Calendar Apache Tomcat Apache Tomcat health

troubleshooting check
l Document Drop
l Exchange Integration
l Features in the top bar:
l Quick Find
l Notifications ( )

l Favorites ( )

l Recent ( )
URL Rewrite URL Rewrite URL Rewrite health
l GCRM-based troubleshooting check
integrations
l Interactive Dashboard
l MailChimp Integration
l Mail Merge
l SData APIs
l Swiftpage Integration

SData 1.1 l Document Drop SData SData 1.1 health check

troubleshooting
l Exchange Integrations
l GCRM-based
integrations
l Interactive Dashboard
l Mobile apps
l SData feeds from Sage
CRM consumed by other
applications

SData 2.0 l Calendar SData SData 2.0 health check

troubleshooting
l Features in the top bar:
l Quick Find
l Notifications ( )

l Favorites ( )

l Recent ( )

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 Component Sage CRM features that use Troubleshooting How health check
the component works

CRM Quick Find Quick Find in the top bar CRM Quick Find CRM Quick Find
Service Service Service health check
troubleshooting

Notifications Notifications ( ) in the top bar Notifications Notifications health

troubleshooting check

Exchange Exchange Integration Exchange Exchange

Synchronization Synchronization Synchronization health
troubleshooting check

SMTP Sending emails from the built-in SMTP Connection SMTP Connection

Connection email client. troubleshooting health check

CRM Escalation l Escalation rules CRM Escalation CRM Escalation

Service Service Service health check
l Workflows
troubleshooting
l Notifications ( ) in the
top bar

CRM Indexer Updating the keyword search CRM Indexer CRM Indexer Service

Service index. For example, when a user Service health check
creates a new entity record. troubleshooting

Apache Tomcat troubleshooting

l Use the Services tool (services.msc) on the Sage CRM server to ensure the Apache Tomcat 8.5
<SageCrmInstallName>Tomcat8 service is running. Start or restart the service if necessary.
l To ensure the port used by Apache Tomcat is open and doesn't have any conflicting connections,
run the following at a command prompt on the Sage CRM server:
netstat -ano |find "<PortNumber>"

where <PortNumber> is the port used by Apache Tomcat. This is usually port 10009.

Components that fail if Apache Tomcat fails:

l URL Rewrite
l SData 1.1 and 2.0
l CRM Quick Find Service
l Notifications
l Exchange Synchronization

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URL Rewrite troubleshooting

1. URL Rewrite fails if Apache Tomcat fails. Resolving issues with Apache Tomcat may also fix
URL Rewrite. For troubleshooting tips, see Apache Tomcat troubleshooting.
2. If issues persist, it may indicate that the URL Rewrite inbound rules were incorrectly modified or
deleted. To restore the original inbound rules, you can use the Sage CRM Setup Wizard:
a. On the Sage CRM server, start the Sage CRM Setup Wizard.
b. Step through the wizard until you are on the Please choose setup type step.
c. Select Change existing install of CRM and click Next.
d. On the Reinstall options step, select IIS Aliases. Make sure that you clear all other check
boxes.
e. Complete the wizard. You may be prompted to enter the SQL Server login ID and
password.

Components that fail if URL Rewrite fails if

URL Rewrite fails these components fail

l SData 1.1 and 2.0 Apache Tomcat

l CRM Quick Find Service
l Notifications
l Exchange Synchronization

SData troubleshooting

SData 1.1 and 2.0 relies on Apache Tomcat and URL Rewrite. Resolving issues with these components
may also fix SData. For troubleshooting tips, see:

l Apache Tomcat troubleshooting

l URL Rewrite troubleshooting

CRM Quick Find Service troubleshooting

1. CRM Quick Find Service relies on Apache Tomcat and URL Rewrite. Resolving issues with these
components may also fix CRM Quick Find Service. For troubleshooting tips, see:
l Apache Tomcat troubleshooting
l URL Rewrite troubleshooting
2. If issues persist, use the Services tool ( services.msc) on the Sage CRM server to make sure the
CRM Quick Find Service service is running. Start or restart the service if necessary.

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Notifications troubleshooting

Notifications rely on Apache Tomcat and URL Rewrite. Resolving issues with these components may also
fix Notifications. For troubleshooting tips, see Apache Tomcat troubleshooting.

Exchange Synchronization troubleshooting

1. Exchange Synchronization relies on Apache Tomcat and URL Rewrite. Resolving issues with these
components may also fix CRM Quick Find Service. For troubleshooting tips, see:
l Apache Tomcat troubleshooting
l URL Rewrite troubleshooting
2. If issues persist, check to ensure that you have configured Exchange Integration correctly.
For instructions, see Setting up Exchange Integration.

SMTP Connection troubleshooting

Make sure that:

l SMTP server specified in Sage CRM is up and running.

l SMTP port specified in Sage CRM is open and accepts connections. For example, the port may be
blocked by a firewall or antivirus.

For instructions on how to specify SMTP server and port in Sage CRM, see Configuring standard email.

Note: The System Health feature doesn't check if the SMTP server user name and password are
correct.

CRM Escalation Service troubleshooting

Use the Services tool (services.msc) on the Sage CRM server to ensure that CRM Escalation Service is
running. Start or restart the service if necessary.

CRM Indexer Service troubleshooting

Use the Services tool (services.msc) on the Sage CRM server to ensure that CRM Indexer Service is
running. Start or restart the service if necessary.

How health checks work

l Apache Tomcat health check
l URL Rewrite health check

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 l SData 1.1 health check
l SData 2.0 health check
l CRM Quick Find Service health check
l Notifications health check
l Exchange Synchronization health check
l SMTP Connection health check
l CRM Escalation Service health check
l CRM Indexer Service health check

Apache Tomcat health check

Sends an HTTP request to check if the Apache Tomcat 8.5 <SageCrmInstallName>Tomcat8 Windows

service is running. The HTTP request has the following format:

http://<LocalServerName>:<TomcatPort>/<InstallName>j/index.jsp

Where

l <LocalServerName> is the Sage CRM local server name stored in the LocalServerName record
(Parm_Name column of the Custom_Sysparams database table).
l <TomcatPort> is the Apache Tomcat port stored in the CRMTomcatPort record (Parm_Name
column of the Custom_Sysparams database table).
l <InstallName> is the Sage CRM installation name.

URL Rewrite health check

Sends an HTTP request to check if the inbound rules in the URL Rewrite feature of IIS correctly forward
requests from IIS to Apache Tomcat. The HTTP request has the following format:

http://<LocalServerName>/sdata/<InstallName>j/index.jsp

Where

l <LocalServerName> is the local server name stored in the LocalServerName record (Parm_
Name column of the Custom_SysParams database table).
l <InstallName> is the Sage CRM installation name.

SData 1.1 health check

Sends an HTTP request in the following format:

http://<LocalServerName>/sdata/<InstallName>j/sagecrm/-/$schema

Where

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 l <LocalServerName> is the Sage CRM local server name stored in the LocalServerName record
(Parm_Name column of the Custom_Sysparams database table).
l <InstallName> is the Sage CRM installation name.

SData 2.0 health check

Sends an HTTP request in the following format:

http://<LocalServerName>/sdata/<InstallName>j/sagecrm2/-/$prototypes?SID=<SessionID>

Where

l <LocalServerName> is the Sage CRM local server name stored in the LocalServerName record
(Parm_Name column of the Custom_Sysparams database table).
l <InstallName> is the Sage CRM installation name.
l <SessionID> is the current Sage CRM session ID.

CRM Quick Find Service health check

Sends an HTTP request using the URL specified in the SolrEngineUrl record (Parm_Name column in the
Custom_SysParams database table) to check if the CRM Quick Find Service is accessible. This health
check doesn't verify if Sage CRM data is being indexed properly.

Notifications health check

Sends an HTTP request in the following format:

http://<LocalServerName>/sdata/<InstallName>j/userdata?SID=<SessionID>&Action=
getNotifications

Where

l <LocalServerName> is the Sage CRM local server name stored in the LocalServerName record
(Parm_Name column of the Custom_Sysparams database table).
l <InstallName> is the Sage CRM installation name.
l <SessionID> is the current Sage CRM session ID.

Exchange Synchronization health check

1. Checks if Exchange Integration is enabled in <My Profile> | Administration | System | System

Behavior.
2. Checks if the exin_SyncEnabled column value in the EcngIntegration database table is set to ON.
3. Sends an HTTP request in the following format:

http://<ExchangeIntegrationEndpoint>/$service/status

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 Where <ExchangeIntegrationEndpoint> is the value of the exin_EndpointURL column in the
EcngIntegration database table.

SMTP Connection health check

1. Checks if the value of the UseCDONTS record (Parm_Name column in the Custom_SysParams
database table) is set to N.
2. Verifies that the value of the SmtpServer record (Parm_Name column in the Custom_SysParams
database table) is not blank.
3. Attempts to connect to the SMTP server using
l SMTP server specified in the SmtpServer record (Parm_Name column in the Custom_
SysParams database table).
l Port specified in the SMTPPort record (Parm_Name column in the Custom_SysParams
database table).
4. If a connection is established, sends an EHLO command to the SMTP server and waits for reply
code 250.

CRM Escalation Service health check

1. Checks if the value of the UseEscalationService record (Parm_Name column in the Custom_
SysParams database table) is set to Y.
2. Checks if a PID (process ID) exists for CRMEscalationService.exe.

CRM Indexer Service health check

1. Checks if the value of the KeywordSearchEnabled record (Parm_Name column in the Custom_
SysParams database table) is set to Y.
2. Checks if a PID (process ID) exists for CRMIndexerService.exe.

Setting a custom server name for internal requests

You can set a custom Sage CRM server name for internal requests. This feature is useful if you want the
server name used for internal requests to be different from the actual server name.

1. Click <My Profile> | Administration | System | System Behavior.

2. Click Change.
3. Set Send internal reqs to actual server name to No.
4. In Custom server name for internal reqs, enter the custom server name you want to use in the
format <Protocol><CustomServerName>, where <Protocol> can be either http:// or https://,

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 depending on Sage CRM configuration settings.

For example: http://MyServerName

5. Click Save.

The server name you set is used for internal requests in the following Sage CRM features:

l Mail Merge

l Data Upload

l MailChimp Integration

l Swiftpage Integration

l GCRM-based integrations

l Exchange Integration

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Timings
l Working with Timings
l Business calendars
l Service Level Agreements

Working with Timings

The Timings functionality tracks the duration of a Lead, Opportunity, or a Case from when the record is
opened to when it is closed. It also calculates the length of time a Lead, Opportunity, or Case spends at each
stage along the way. If you open an existing Lead, Opportunity, or Case, you can review the Duration
information from the Tracking tab.

For a more accurate measurement of duration, this information can be combined with a Business Calendar,
which defines standard business days and work times. You can also define Holiday Sets for different
regions, and set up Service Level Agreements (SLAs) which take Case Duration, Business Calendars, and
Holiday Sets into account so that warnings and escalations can be triggered when a Case comes close to,
or breaches a customer’s SLA.

Holiday Sets affect Case duration only, they have no impact on Lead or Opportunity duration.

Business calendars
l Creating a business calendar
l Recalculating lead and opportunity durations
l Standard Sage CRM business calendar
l Seven day week business calendar
l Creating a holiday set

Creating a business calendar

1. Click <My Profile> | Administration | System | Timings | Business Calendar. The Business
Calendar page is displayed showing the default business calendar.
2. Click New.
3. Enter a name for the calendar in Calendar.

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 4. Enter the total number of working hours in the company’s day in Total Working Hrs. This field is
important for calculating how many hours make up one working day. Let’s say you operate from
9:00 to 1:00 on a Friday, and a case is logged at 9:00 on Friday morning. When you check the
duration at 1:30, it's shown as four hours rather than one day. However, on Monday at 1:30 when a
total of 8.5 working hours have elapsed, the duration is one day.
5. To set this Business Calendar as the default calendar used to measure elapsed time for leads and
opportunities, select Set As Default. If another calendar has already been set as the default
calendar, unselect Default Calendar before making another calendar the default.
6. For each day on the Week Day list, select the time at which the working day starts and the time at
which the working day ends from Day Start Time and Day End Time.
7. Click Save.

Recalculating lead and opportunity durations

When you set a Business Calendar to be the default Business Calendar, it is automatically used to measure
elapsed time for all new leads and opportunities created in the system. There can be just one default
Business Calendar at a given time, which ensures that all lead and opportunity time scales created during
that time are measured according to the same criteria. Elapsed time is measured in days, hours, and
minutes.

You can apply a Business Calendar and a Holiday Set to SLAs. The SLA can then be applied to individual
cases or entire companies. When this is done, elapsed time for the case is measured according to the SLA
to which the Business Calendar and the Holiday Set apply.

The default Business Calendar, Standard Working Week, is used to calculate lead and opportunity
durations for any newly created leads or opportunities. If you change the default Business Calendar, or if
you set a different Business Calendar to be the default calendar, you will probably want all existing
opportunity and lead durations to be updated to reflect the changes in the Business Calendar.

To recalculate lead and opportunity durations:

1. Click <My Profile> | Administration | System | Timings | Business Calendar.

2. Click the hypertext link of the Business Calendar you updated or set as the new default calendar.
3. Click Update Lead Records to update all leads to reflect the new or changed calendar or click
Update Opportunity Records to update all opportunities.

Standard Sage CRM business calendar

This example shows elapsed time calculations for an opportunity that uses the calendar Standard Working
Week as the default calendar. It consists of a five-day week, Monday to Friday. Work begins at 9:00 each
day and ends at 17:30.

The opportunity goes through the following stages:

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 l Created on Tuesday, March 3rd at 9:00 AM.
l Progressed to stage Proposal Submitted on Tuesday, March 11th at 10:02 PM.
l Progressed to stage Negotiating on Wednesday September 19th at 17:20 PM.

When the opportunity is assigned the Standard Working Week calendar, the elapsed time between each
stage of the opportunity is calculated based on that calendar.

You can view the elapsed time calculations when you open the Opportunity Summary page and select the
Tracking tab and view the Duration column.

The first duration that has been calculated is 6 days, 7 hours and 17 minutes. This is the time from when the
opportunity was created and to when it was progressed to Proposal Submitted. Although, the amount of
days that elapsed between March 3rd and March 11th is 8 days, when the Standard Working Week
calendar is taken into account (that is, five working days in the week), the elapsed time amounts to six days.
In addition, hours and minutes are calculated.

Other durations have been calculated in the same way (the weekend is not counted because it is a five-day
working week).

Seven day week business calendar

This example shows elapsed time calculations for an opportunity. The system’s default business calendar is
called Seven Day Week. It consists of a seven-day week, Monday to Sunday. Work begins at 9:00 AM each
day and ends at 17:30.

The opportunity goes through the following stages:

l Created on Tuesday, March 3rd at 9:00 AM.

l Progressed to stage Proposal Submitted on Tuesday, March 11th at 10:02 PM.
l Progressed to stage Negotiating on Wednesday September 19th at 17:20 PM.

When the opportunity is assigned the Seven Day Week calendar, the elapsed time between each stage of
the opportunity is calculated based on that calendar.

You can view the elapsed time calculations when you open the Opportunity Summary page and select the
Tracking tab and view the Duration column.

The first duration that has been calculated is 8 days, 7 hours and 17 minutes. This is the time between when
the opportunity was created and when it was progressed to Proposal Submitted.

This time, the amount of days that elapsed between March 3rd and March 11th is 8 days, and the time
calculated by the system is also 8 days. This is because the elapsed time scales are based on a seven-day
working week (weekends are counted as working days). As you can see, hours and minutes are also
calculated.

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Creating a holiday set
When defining a holiday set you specify that certain days, such as federal holidays (in the United States) or
Bank Holidays (in the United Kingdom and Ireland), can be excluded when calculating how long a Case has
been open. For example, if a particular Thursday is designated a Thanksgiving holiday and a case was
opened on the Monday of that week, by Friday of the same week the duration for the case will indicate that
four days have elapsed rather than five.

1. Click <My Profile> | Administration | System | Timings and click the Holiday Set tab. The
Available Holiday Sets page is displayed with a list of existing Holiday Sets.
2. Click New. Alternatively, to clone an existing holiday set, click the link of the Holiday Set and click
Clone.
3. Type a name for the holiday set in Holiday Set.
4. Type the name of the public holiday you want to include in the company’s Holiday Set in Holiday
Name.
5. Enter the date on which the holiday falls in Holiday Date.
6. Click Add. The holiday you added is displayed on the Existing Holidays panel and the Add New
Holiday panel is available to add another new holiday to the Holiday Set.
7. Continue to add other holidays in the same way.
8. To remove an existing holiday, click Delete beside the holiday you want to remove.
9. Click Save. The Holiday Set you created is added to the list on the Available Holiday Sets page.

Service Level Agreements

l Setting up SLAs
l Adding escalation rules to SLAs
l Applying SLAs to companies and cases
l SLA warning flags
l Updating SLA records

Setting up SLAs
In Sage CRM, Service Level Agreements (SLAs) define the time frames in which customer cases should be
resolved and the steps that should be taken to reach an appropriate solution. Typically, customers pay for
different SLA agreements (Gold, Silver, Bronze, for example) depending on the level of service they require.
Moreover, individual SLAs specify varying response times and actions to match the severity of the reported
problem.

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 1. Click <My Profile> | Administration | System | Timings | Service Level Agreement. The list of
current SLAs is displayed showing the default SLA, Gold. You can filter the list using the filter panel.
2. Click New.
3. On the Details panel, enter a name for the SLA. For example, Priority Customers.
4. Enter a percentage value in Warning Percent. This figure represents the point in time at which you
want the Case to be flagged in a certain way. The point in time is based on the percentage complete
of the Case in the time frame specified in the SLA.
For example, let’s say the Warning Percent specified in the SLA is 80%, and you specified in the
SLA that all Cases should be closed within 30 hours. As a result, if a Case to which that SLA is
assigned has not been closed within 24 hours, the Case is flagged accordingly.
5. To set the SLA as the default, select Default SLA. If another SLA is already specified as the default
SLA, unselect it first because only one SLA can be specified as the default SLA at a given time. If
SLA default is set and you create a new company, the SLA field is automatically set with default
SLA. The is also true for cases except when parent company have SLA set (even if it is none then
case SLA will also be none).
6. The Default SLA is used for new companies, which haven't been assigned an SLA. New cases
default to the Company SLA even if it's set to "--None--". If you change the SLA on the company
record, existing associated case SLAs don't change. The new or changed company SLA is only
applied to new cases.
7. Select a Business Calendar and a Holiday Set to apply to the SLA.
8. For High, Low, and Medium priority Cases, specify the total amount of hours the Case should be
closed in, in Close In.
9. From the SLA Timings in Hours panel, specify the number of hours that each stage of the Case
should be closed by in Action. Do this for High, Low and Medium priority Cases. The Number of
Action fields available depends on the number specified in <My Profile> | Administration |
Advanced Customization | Workflow & Escalation Configuration | Maximum SLA actions.
10. Click Save.

Adding escalation rules to SLAs

Once an SLA has been set up and saved, you can add escalation rules to the SLA actions. A new escalation
rule for SLAs is now available that can be set up to display a notification to the current assigned user if the
Case is not progressed within the time specified in the SLA.

1. Click <My Profile> | Administration | System | Timings | Service Level Agreement.

2. Click the SLA hyperlink.
3. Click the action hyperlink. A dialog box is displayed to confirm that you want to add the rule.
4. Click OK. The new Workflow Rule page is displayed with the new SLA escalation rule. All fields are
automatically completed, and the rule name is automatically generated according to the action
number and severity you are creating the rule for.

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 5. Click Save. The escalation rule is applied to the SLA.
You can add a notification action to the escalation rule from the current Escalation Rule tab. You
must ensure the table is set to escalations and that the time column is escl_datetime. For more
information, see Workflow and Quick notifications and escalation rules for more information.
6. Edit the SQL script in Trigger SQL Clause if required. The default SQL sends a notification to the
assigned user if the case is not progressed within the time specified in the SLA action. For example,
you can add additional conditions or remove the assigned user.
7. Click Save.

Applying SLAs to companies and cases

Cases created for a company before that organization’s SLA is specified are not updated automatically. You
can, however, open old cases and apply the company’s SLA to the case. After you specify an SLA for a
company, all cases defined from then on are automatically assigned the organization’s SLA. You can also
override these automatic settings.

To apply an SLA to a company:

1. Open the Summary page of the company you want to apply the SLA to, and click Change.
2. Select the SLA from SLA.
3. Click Save. All cases associated with the company, whether they are high, low, or medium priority,
are associated with the selected SLA.

If you decide that certain types of cases logged by this company shouldn't be associated with this SLA, apply
a different SLA to individual cases. You can do this when creating a new or editing an existing case for the
company. If the SLA for a company is changed afterwards, the SLA for existing cases with the company is
not automatically updated. However, the SLA field on any new cases created for that company
automatically default to the company’s new SLA field.

To apply an SLA to a new case:

1. In the context of a Company, click the Cases tab and click New Cases.
2. Enter the case details. Do not enter anything in SLA and SLA Severity. The system completes
these fields if you've selected an SLA for the company.
3. Click Save.

SLA warning flags

Once SLAs are set up, all cases in a user’s list of current cases are flagged based on the Warning percent
you specified in the SLA. The flag is included on the SLA Status column.

l A green symbol with a check mark indicates that the case is within the time specified in the SLA, it
has not yet reached the warning percentage level, or that no Warning percentage has been

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 specified in the SLA.
l A yellow symbol with a minus sign indicates that the case has reached the warning percent level
without being closed.
l A red symbol with a cross symbol means that the case has not been closed within the time specified
in the SLA.

If you make a change to an SLA’s timings in the SLA Timings In Hours panel, flags for cases associated with
the SLA may be affected—in fact, the way in which the flag is determined will change, but the flag itself may
not necessarily change color immediately.

You may want to update SLA timings if, for example, you have a number of cases attached to an SLA but at
a later date agree with a customer that you will solve high-priority cases in a shorter length of time than was
agreed on initially.

Updating SLA records
1. Click <My Profile> | Administration | System | Timings | Service Level Agreement.
2. Click the SLA you want to change.
3. Click Change and make your changes. For example, set Close In for high-priority cases to 9 hours,
and set Action 1 for high-priority cases to 1.
4. Click Save.
5. Click Update SLA Records and click OK.

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Themes
l Adding a new theme
l Making a new theme available
l Changing the default theme
l Customizing report charts

Adding a new theme

Warning: The steps in this section are for information only. Please be aware that customizations to the
Contemporary theme or newly created themes are not supported.

To add a new theme, you must copy an existing theme and rename it. Never delete or change the
Contemporary theme supplied with the install.

To hide an existing theme so users cannot select it, you must remove or rename the translation for the
theme. For more information, see Making a new theme available and Translations list.

Changes to the supplied theme are overwritten on upgrade. Rework custom themes on a staging site before
allowing users access to the upgraded system.

1. Navigate to the \WWWRoot\Themes subdirectory of your Sage CRM install.

2. Copy an existing theme and rename it.
3. Create copies of all theme folders in the subdirectories of \WWWRoot\Themes.
4. Review and edit the copied CSS in \WWWRoot\Themes. The CSS contains comments to help you
identify the areas you may want to change. Areas for review may include:
l General color scheme changes. When updating the color scheme, it is recommended that
instances of existing dark, mid, and light colors are replaced with equivalent shades of the
new color. For example:

Color1 (hex color codes) Panoply Blue (hex color codes)

Dark Green (#336633) Dark Blue (#3333FF)

Mid Green (#338433) Mid Blue (#3399CC)

Light Gray (#F2F2F2) Light Blue (#66CCCC)

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 l Specific style changes. You can change style attributes in the CSS, but not the style itself or
the formatting of the CSS file.
l Instances of the copied theme in paths. Check and replace with the new theme name.
5. Review and edit the following:
l Copied style sheets in \WWWRoot\Themes\Reports\[theme name]. The only
recommended change to STDGRIDS.CSS and STDPLAIN.CSS is to replace the dark
shade with the new shade for your theme.
l Copied BASICHTML.XSL file in \WWWRoot\Themes\XSL\[theme name].
l Copied THEME.CSS file in \WWWRoot\Themes\InteractiveDashboard\Themes\[theme
name].
6. Review and replace images to fit your new theme. For more information, see Theme images.
7. Stop and restart IIS.

Theme images
The following table describes some of the most frequently used images to review and replace for a new
theme. The full set of images can be found in the \Img directory.

Location Field Name

Logos

..\Img\[theme name]\Logo EWARETOPLEFT.JPG

..\Img\[theme name]\Backgrounds TOP.JPG

Tabs

..\Img\[theme name]\Backgrounds TABONLEFT.GIF

TABOFFLEFT.GIF

TABONREPEAT.GIF

TABOFFREPEAT.GIF

TABONRIGHT.GIF

TABOFFRIGHT.GIF

TABSPACE.GIF

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Location Field Name

Coaching Captions

..\Img\[theme name]\Icons COACHING.GIF

..\Img\[theme name]\Buttons COH_MINIMIZE.GIF

COH_PROMPT.GIF

COH_HIDEALL.GIF

Buttons

..\Img\[theme name]\Buttons SMALLGO.GIF

Mobile

.\Img\[theme name]\Logo LOGO.GIF

..\Img\[theme name]\Menu\BasicHTML Review graphics containing mid shade of

background color:

MENUBUT_FIND.GIF

MENUBUT_LOGOUT.GIF

MENUBUT_MYCRM.GIF

MENUBUT_MYDESK.GIF

MENUBUT_NEW.GIF

MENUBUT_REPORTS.GIF

ON_MENUBUT_FIND.GIF

ON_MENUBUT_LOGOUT.GIF

ON_MENUBUT_MYCRM.GIF

ON_MENUBUT_MYDESK.GIF

ON_MENUBUT_NEW.GIF

ON_MENUBUT_REPORTS.GIF

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Making a new theme available
Warning: The steps in this section are for information only. Please be aware that customizations to the
Contemporary theme or newly created themes are not supported.

To make a new theme available in Sage CRM, add a new translation where the Caption Family is
CssThemes.

1. Click <My Profile> | Administration | Customization | Translations. For more information, see
Translations and help.
2. Click New.
3. Enter a Caption Code for the new theme. For example, panoply_blue. The caption code must
match the new theme name. For example, if your new stylesheet is called PANOPLY_BLUE.CSS,
then the caption code is panoply_blue.
4. Enter CssThemes in Caption Family.
5. Enter Tags in Caption Family Type.
6. Enter the translations for the caption in the language fields. For example, Panoply Blue.
7. Click Save. You should empty your cache.

Changing the default theme

Warning: The steps in this section are for information only. Please be aware that customizations to the
contemporary theme or newly created themes are not supported.

Online Help and Self Service are not affected by themes.

1. Click <My Profile> | Administration | System | System Behavior.

2. Click Change.
3. Select a theme from Default System Theme.
4. Click Save. The new theme is displayed next time you log on. If a user has selected a preferred
theme, the preferred theme isn't overwritten.

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Customizing report charts
FusionCharts improve the visual effect of charts in standard reports, on the interactive dashboard, and
when using Chart Blocks. Features of the charts include rotation, slicing movement, and printing. You can
customize FusionCharts. For example you can change the background color, or add shadow effects,
background images, and logos to report charts.

l To customize FusionCharts, modify the [themename].FSN file in the Themes folder of your Sage
CRM install. For more information, see http://docs.fusioncharts.com/charts.
l To change the background color of FusionCharts use bgColor and bgAlpha attributes.
l bgColor: Sets the background color for the chart. You should use hex color codes without #
symbols. To use a gradient fill, specify all the colors required for the gradient fill separated by
commas.
l bgAlpha Sets the alpha (transparency) for the background. The valid range is from 0-100.

l FusionWidgets allow developers to create custom charts and elements for data visualization. The
widgets can be found in
%ProgramFiles(x86)%\Sage\CRM\<InstallName>\WWWRoot\fusioncharts.
For more information, see http://docs.fusioncharts.com/widgets.

Note: For more information about the methods you can use to display charts on client computers, see
Chart Options panel fields.

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Users

l User management
l Configuring automatic login
l User activity
l Security management
l Team management
l Active Directory users
l User templates

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User management
l Demonstration users
l Setting up a new user
l Creating an Info Manager
l Editing a user
l Configuring user settings
l Reassigning records and disabling users
l Enabling a disabled user
l Deleting a user
l User fields

Demonstration users
If you've installed demonstration data, the following users are created in Sage CRM. These users do not
require passwords. If you have not installed demonstration data, only the admin user is created.

Logon ID Name Profile

montanad Dave Montana Marketing Manager

mayes Susan Maye Sales

wardk Kylie Ward Customer Care Manager

admin Administrator System Administrator

There is a hierarchy in the demonstration data as follows:

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User Name ID Title Department Team Manager Profile

System 1 System Admin IS Operations Null Unrestricted

Administrator (owned by
William
Dolan)

John Finch 2 US Sales - US Sales - Direct Susan Maye Sales Rep

Eastern East Sales

Peter Johnson 3 UK Sales Rep UK Sales Direct Tim McGraw Sales Rep
Sales

Susan Maye 4 US and US Sales Direct Simon Sales

Canada Sales Sales O'Neill Manager
Manager

Kylie Ward 5 Worldwide Customer Customer NULL Customer

Customer Care Service Care
Care Manager Manager

Tim McGraw 6 European IS Direct Simon Sales

Sales Manager Sales O'Neill Manager

William Dolan 7 Ireland Sales Ireland Sales Direct Tim McGraw Sales Rep
Representative Sales

Simon O'Neill 8 Worldwide Worldwide Direct System Sales

Sales Manager Sales Sales Administrator Manager

Matthew 9 UK Sales Rep UK Sales Direct Tim McGraw Sales Rep

Ebden Sales

Hans Muller 10 Dutch Sales Sales - Direct Tim McGraw Sales Rep
Rep Holland Sales

Wayne 11 US Central US Central Direct Susan Maye Sales Rep

Parcells Sales Sales

Brian Little 12 US West Sales US West Direct Susan Maye Sales Rep
Sales Sales

Steve Morriss 13 Canada Sales Canada Sales Direct Susan Maye Sales Rep
Rep Sales

Damien Walsh 14 Customer Customer Customer NULL Customer

Care Agent - Care Service Care Agent
Europe

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User Name ID Title Department Team Manager Profile

Graham 15 Customer Customer Customer NULL Customer

Rogers Care - US Care Service Care Agent

Dave Montana 16 Worldwide Worldwide Marketing NULL Marketing

Marketing Marketing Manager
Manager

Fred Jones 17 Telemarketing Telemarketing Telesales NULL TeleMarketing

Rep

Trish 18 Telemarketing Telemarketing Telesales NULL TeleMarketing

Simmons Rep

US Meeting 19 US Meeting NULL NULL NULL Resources

Room Room 5th
Floor

London 20 London NULL NULL NULL Resources

Meeting Room Meeting Room
1st Floor

Setting up a new user

1. Click <My Profile> | Administration | Users | New User.
2. Complete the User fields and click Continue.

Note: A user's logon password must begin with a digit or letter. You cannot use a special
character as the first character in a user's logon password.

3. Complete the More User Details fields and the Security Profile fields and click Continue.
4. Complete the User Preferences fields. If you haven't selected a template, the user preferences
default to those specified in the Default User Template.
5. Click Save.
l Alternatively, click Save & New to save the new user and display the user panel so you can
add another new user. This is useful if you need to create several new users sequentially.
l Or click Set To System Defaults to reset user preferences to the default settings from the
Default User Template.

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Creating an Info Manager
An Info Manager is a type of power user who can perform some system administration tasks but cannot
access the entire administration area. For example, an Info Manager can upload templates, maintain
currency conversion rates, and edit Interactive Dashboard templates.

You specify Info Manager access on the user's Security panel. For more information, see Security Profile
fields.

When you set Administration to Info Manager, the following features are available to the user assuming the
license and services are enabled for these features.

Main menu area: an Info Manager can:

Marketing , including E- Access and create standard and E-marketing campaigns

marketing

Reports Edit and create new reports

Find Make a saved search or advanced find available to other users

My CRM | Groups Make a group available to other Info Managers

My CRM | Shared Edit or delete a shared document

Documents

My CRM | Dashboard Create and change dashboard and gadget templates

You can also assign specific sub-sets of rights from Info Admin Rights. You can use Ctrl + click to select
multiple sets of rights.

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Info Admin Rights an Info Manager can work with:
Selection:

Currency l <My Profile> | Administration | Data Management | Currency

l <My Profile> | Administration | Data Management | Currency
Configuration

Customize l <My Profile> | Administration | Customization | Primary

Entities / Secondary Entities | <Entity> | Fields. Limited to
editing selection lists on existing fields and changing field-level
security.
l <My Profile> | Administration | Customization | Primary
Entities / Secondary Entities | <Entity> | External Access
l <My Profile> | Administration | Customization | Primary
Entities / Secondary Entities | <Entity> | Summary Report
l <My Profile> | Administration | Customization | Primary
Entities | Leads | Web to Lead
l <My Profile> | Administration | Customization | Secondary
Entities | Solutions | Field Mappings

Data l <My Profile> | Administration | Data Management | Data

Upload
l <My Profile> | Administration | Data Management | Match
Rules
l <My Profile> | Administration | Data Management | Company
Name Cleanup
l <My Profile> | Administration | Data Management | Forecast
l <My Profile> | Administration | Data Management | Manage
Relationship Types

Document Library l My CRM | Shared Documents | Add File

Email and Template l <My Profile> | Administration | Email and Documents | Email
Templates
l <My Profile> | Administration | Email and Documents |
Emarketing Configuration
l <My Profile> | Administration | Email and Documents |
Document Templates

Product l <My Profile> | Administration | Data Management | Products

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Info Admin Rights an Info Manager can work with:
Selection:

Timings l <My Profile> | Administration | System | Timings

Summary Reports l <My Profile> | Administration | Customization | Primary

Entities /Secondary Entities | <Entity> | Summary Report

Key Attribute Profiling l <My Profile> | Administration | Advanced Customization |

Key Attributes

User l My CRM | Groups | Mass Update

l <My Profile> | Administration | Users | New User
l <My Profile> | Administration | Users | Users (view-only
access to the Security tab on users)
l <My Profile> | Administration | Users | Security
l <My Profile> | Administration | Users | Import Users
l <My Profile> | Administration | Users | User Templates
l <My Profile> | Administration | Users | Standard Classic
Dashboards

Workflow and Escalation l <My Profile> | Administration | Advanced Customization |

Workflow
l <My Profile> | Administration | Advanced Customization |
Escalation
l <My Profile> | Administration | Advanced Customization |
Workflow & Escalation Configuration
l <My Profile> | Administration | Customization | Primary
Entities /Secondary Entities | <Entity> | Notifications

Extra Available with the Extensibility Module only.

The user has access to a customized Administration area. You configure

this in <My Profile> | Administration | Advanced Customization |
System Menus | AdminExtraTabs. For more information about the
Extensibility Module, see the Developer Help on the Sage CRM Help
Center.

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Editing a user
1. Click <My Profile> | Administration | Users | Users.
2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.
4. To change user details, click Change.
a. Make your changes to the User fields.

Note: A user's logon password must begin with a digit or letter. You cannot use a special
character as the first character in a user's logon password.

b. Make your changes to the More User Details fields.

c. Click Save.
5. To change user preferences, click the User Preferences tab and click Edit.
a. Make your changes to the User Preferences fields.
b. Click Save.
6. Users can change their preferences in <My Profile> | Preferences. Updated settings are
immediately reflected in <My Profile> | Administration | Users | User Preferences.
7. To change user security profile rights, click the Security tab.
a. Click the profile the user is currently associated with.
b. Make the changes to the Security Profile fields and profile rights.
c. You can view and navigate to the Security Profile assigned to a user from the Security tab. If
the user has direct rights into any territories, you can edit them on this tab.
d. You can switch a user’s existing profile in Profile Name on the User Details tab. For
example, from Sales Manager to Marketing Manager.
e. Click Save.

Configuring user settings

User configuration settings apply to all users who work with Sage CRM.

1. Click <My Profile> | Administration | Users | User Configuration.

2. Click Change.
3. Change the User Configuration Settings fields.
4. Click Save.

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Reassigning records and disabling users
You can disable a user who is out of the office for a prolonged period of time or who has left your
organization. Communications cannot be scheduled for the user, and new opportunities or accounts cannot
be assigned to the user. A disabled user doesn't appear in your user license count. The disabled user still
appears in the My CRM user list so that the user’s history can be reviewed, and the user's name is displayed
on customer contact history information such as completed communications and closed opportunities.

You can reassign records from a disabled user to a colleague. You might do this if the user has a large
outstanding workload or accounts that need careful management.

1. Click <My Profile> | Administration | Users | Users.

2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.
4. Click one of the following options:
l To disable the user without reassigning their records, click Disable. The User Details page
is displayed with a blue banner showing that the user has been disabled.
l To reassign the user's records to a colleague without disabling the user, click Reassign.
Follow the steps below to reassign the records.
l To reassign the user's records to a colleague and disable the user, click Reassign and
Disable. Follow the steps below to reassign the records.
5. Ensure that the user to whom the records are reassigned has appropriate security rights. For
example, the user should have access rights to the disabled user’s territory.
6. Select the user or team to which the records are reassigned.
7. Select one of the following checkboxes.
l Companies reassigns the Account Manager of the company to the user or team member.
l People reassigns the Account Manager of the person to the user or to team member.
l Always reassign the records within the company/person to a single user reassigns all
child records that are related to the reassigned Company or Person records, and owned by
the previous user, to the team member. People in the company who were owned by the
previous user are reassigned to the team member. People who are owned by a different
user are not reassigned to the team member and remain unchanged.
8. Select records and record status in the Reassign Other Records panel. For example, reassign all
pending or in progress communications and all in progress opportunities. When you reassign
communications, tasks are always reassigned. Appointments and email outs are reassigned only if
they don't already exist for the new user.
9. Click Go.
10. Review the reassigned records summary, and click Continue to return to the User Details screen.

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Enabling a disabled user
1. Click <My Profile> | Administration | Users | Users.
2. Select Disabled. A list of all disabled users is displayed.
3. Click the user hyperlink.
4. Click Enable.

Deleting a user
Warning: Delete a user with extreme caution and only if you've added a new user by mistake. If a user is
no longer with your organization, disable the user instead of deleting the user.

If you must delete a user and the user has any related records, reassign the records first. If you don't
reassign the records and then you delete the user, the records remain in Sage CRM with an untranslated
code in the user name. This makes it very difficult to keep an accurate customer history.

1. Click <My Profile> | Administration | Users | Users.

2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.
4. Click Delete and then click Confirm Delete.

User fields
l User fields
l Security Profile fields
l More User Details fields
l User Preferences fields
l CSV input/output matrix
l User Configuration Settings fields

User fields
The table below explains the standard fields on the User panel.

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Field Description

First Name User's first name. For example, Susan.

Last Name User's last name. For example, Maye.

Email Work email address.

User Name User's logon ID. A user name entered with a leading or trailing space is
trimmed automatically to remove these.

Password User's logon password. The password is encrypted in the database after
the first password change. A minimum password length can be defined
within the Configuration settings. For more information, see User
Configuration Settings fields.

Note: A user's logon password must begin with a digit or letter. You
cannot use a special character as the first character in a user's logon
password.

Administration Sets the administration rights of a user. Select from:

No Admin Rights—for a basic user with no access to Administration.
Info Manager—has the rights to edit existing reports and add new ones,
and has rights to the Marketing button. Also has limited access to
Administration. The choices available in the Administration context area
are dependent on the Info Admin Rights defined in Info Admin Rights
field. For more information, see Creating an Info Manager.
System Admin—has full access to Administration.
From Template—assigns the administration rights set in the template
selected from the User Template drop-down list.

User Template Select a predefined user template from the list of existing templates.
When you select a template, all fields you specified when you created
the template are applied to the current user.

Primary Team The default team that's displayed when the user clicks Team CRM. It's
also the only team that's displayed if no teams have been selected in the
Display Teams field.

Home Territory Security territory of the user. For example, USA. A user with a Home
Territory of USA can access records in the USA territory, and records in
subordinate territories—for example, West, East, Mid-West, South,
North. If no security territories are set up, this defaults to the World Wide
territory. The World Wide territory allows access to records in all
territories. For more information, see Adding records to a territory.

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 Field Description

Synchronize With Exchange Read-only field available when Exchange Server Integration is enabled.
Server Only visible when the user record is in view mode. When a user's
mailbox has been enabled for synchronization with Exchange, the check
box is selected. For more information, see Enabling user mailboxes for
synchronization.

Resource Set to True, the user exists in the user table and is selectable from all
user selection lists in the system. However, the user does not have rights
to log into the system (and does not require a user license). This means
that, for example, a meeting room resource can be set up as a “user” to
facilitate meeting scheduling, without using up a user license.

E-marketing User Only available when adding a new user if an E-marketing account has
already been set up from Sage CRM. Selecting this check box adds two
further steps in the User Setup wizard. The fields are described in E-
marketing account and user fields.

Show Exchange Server Available when Exchange Server Integration in enabled. Set to Yes to
Integration Logs display a new tab, Exchange Integration Logs, in My CRM. This gives
the user access to their own logs, which display information on conflicts,
skipped items and synchronization, specific to their Exchange mailbox.

License Type Only available in installs with Concurrent licensing. Select from Named
or Concurrent. Named should be selected for users who require
permanent access. For example, System Administrators and permanent
staff. Select Concurrent for shift workers, part-time staff, data entry
temporary staff etc.

Disabled Read-only check box, displayed after a user is saved. Checked when a
user is disabled.

Security Profile fields

The table below explains the standard fields on the Security Profile panel.

Field Description

Profile Name The security profile assigned to the user. Select from a list of existing
profiles. If no profiles are set up, this defaults to the System
Administrator's security profile, Profile 1. For more information, see
Adding a new security profile.

Mobile Device Access Allows access from a mobile device.

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Field Description

External Logon Allowed Indicates whether the user can access Sage CRM from a remote
location. Only available in systems with the EM (Extensibility Module). A
third-party that needs to access the COM interface, must access Sage
CRM as a user with this field set to True. For example, a user with this
privilege is required for Exchange Server to access Sage CRM for
Exchange Synchronization. Similarly, Self Server ASP pages need to
access the system in this way.

Change P/W At Next Logon The user is required to change their password the next time they log on.
Once they have done so, this is automatically set back to False.

Password Never Expires The password is only changed when the user wishes, or when the
System Administrator resets it.

Cannot Change P/W The password can only be changed by the System Administrator.

Password Expiry Date Automatically set by the system according to Amount Of Days To
Password Expiry on the User tab within the Configuration context.

My CRM Lists Sets access to lists in the My CRM area. This can be set so a user sees
only their own lists of pending work in the My CRM area list or lists of all
other users.

Team Lists Sets access to the Team CRM area. This can be set so a user sees their
Primary and Display Teams (User's Team), all teams, or none.

Reports No Reports: The user has no access to Reports.

Personal Reports: The user can see, run, and edit their own private
reports.
Enterprise: The user can see, run, and edit any database stored report
unless it is marked as private.
Crystal Reports: The user can see reports in all these categories, as
well as all Crystal Reports. Crystal is not currently supported by Sage
CRM. This setting remains for backward compatibility for customers who
are continuing to use unsupported versions of Crystal.

Solutions Access levels for Solutions. Security access to Solutions is controlled

using this setting only not using Territory Management.

Forecast Rights For All Users In Territory: Allows a manager to access the forecasts of
other users in the same territory (or a territory below their own) by
changing the user name in My CRM.
For This User Only: A user can only access their own forecast.

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Field Description

Restrict Sensitive Info Specifies rights for viewing sensitive company information.
No Restriction: The user’s access to sensitive company information in
tabs is not dependent on being a member of the Company Team.
Must Be On Company Team: The user is able to view sensitive
company information (Quick Look, Notes, Communications,
Opportunities, Cases, and Documents tabs) only if the user is a
Company Team member for the current company being viewed.
However, if the user is the account manager for the current account, the
user has unrestricted access to tabs.

Restrict Updates Specifies rights for updating sensitive company information. The settings
work in conjunction with the value in Company Team.
No Restriction: The user’s update rights are not dependent on
membership of the Company Team. However, territory access rights still
apply.
Must Be On Company Team:
If Company Team is set to No Access or View Only, the user is not
allowed to update company records. This restriction is implemented by
hiding the Changebutton. This setting is not dependent on team
membership or territory access rights.
If Company Team is set to View Only, Upd/Ins, or Upd/Ins/Del, the user
can update company records only when a member of the Company
Team for the current company being viewed. However, if the user is the
account manager for the current account, update rights are unrestricted,
territory access rights permitting.

Company Team Sets access to the Company Team tab.

Merge Persons/Companies Gives the user rights to deduplicate people and companies using the
merge functionality.

Assign Individual To Allows the user to associate a person with a company. Assigning a
Company person to a company also moves all related communications,
opportunities, and cases to the company.

Allow Web Service Access Enables the current user for Web Service access.

Administration Sets the administration rights of a user. There are three types:
No Admin Rights: A basic user with no access to Administration.
Info Manager: A user with more rights than the basic user (such as
creating Interactive Dashboard templates) and limited access to
Administration when combined with the Info Admin Rights field. For
more information, see Creating an Info Manager.
System Admin: A user with full access to Administration.

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 Field Description

Info Admin Rights One or more specific Info Admin rights can be selected, if Administration
is set to Info Manager. For more information, see Creating an Info
Manager.

Group Access Enables the current user to access Groups functionality. Users who
have not been granted access cannot view, create, or edit groups.

Mail Merge to Word Allows the user to perform mail merges that create Microsoft Word
documents and also to perform mail merges that create PDFs. If set to
No, the user can only perform mail merges that create PDFs.

More User Details fields

The table below explains the fields on the More User Details panel.

Field Description

Department Department

Phone Work phone number

Ext. Work phone number extension

Display Team The team queues that the user can view from Team CRM.

Home Phone Home phone contact number.

Fax Work fax number.

Mobile Mobile phone number.

Language Preferred language. Each user sees the same underlying data in the
database, however the buttons, field names, and captions throughout
the application appear in the user's selected language. If no template is
selected, this defaults to the language set in the Default User Template.

Pager Pager number

User SMS Notification If SMS features are used and this option is set to True, an SMS
notification message is sent to the user's mobile phone when
communications are created for the user. Mobile Email Address must
be correctly completed for this to work.

Mobile Email Address Mobile phone email address. If the user’s mobile phone email address is
different from the user's normal email address, enter it here.

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Field Description

Forecasting - Reports To Sales manager or direct report, who should have access to the selected
user’s forecast.

Forecast - Currency Currency in which the forecast is calculated. If the user enters a forecast
value on the Opportunity in a different currency, it's converted to the
forecast currency set in Forecast.

Title Title of the user.

Location Usual office location of the user.

Desk Location Desk location or mail stop.

User Preferences fields

Field Description

Log Me In To Determines the default first page when you log on. For example,
Dashboard, Calendar, Case List, or Opportunity List. It is possible to add
a new drop-down entry in <My Profile> | Administration |
Customization | Translations to allow users to see a .ASP or .NET
page as their first page. The caption family for this drop-down list is
DefaultToDo. Enter the custom page name in Caption Code, for
example, MYPAGE.ASP. For more information, see Translations list.

Empty Recent List For Each Empties the Recent List each time you log off and back on again. The
Session Recent List remembers the most recent pages you have visited in Sage
CRM.

Show Solutions In My CRM Makes the Solutions tab available in My CRM.

Show Outbound Calls In My Makes the Outbound Calls Lists tab available in My CRM.
CRM

Currency Currency in which monetary fields are displayed to the user.

Implementation dependent.

Show Leads Pipeline Displays the graphical pipeline of leads on the Leads tab within My CRM
and Team CRM.

Show Opportunities Pipeline Displays the graphical pipeline of opportunities on the Opportunities tab
within My CRM, Team CRM, Company and Person contexts.

Show Cases Pipeline Displays the cases pipeline on the Cases tab within My CRM, Team
CRM, Company and Person contexts.

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Field Description

Grid Size Determines the default maximum length of lists and grids on a page.

Email Screen Position The way in which the New Email screen is displayed. Select from
Normal or Popup or Split. The Normal and split options are ignored if
you're working with Sage CRM in Outlook. In this case, a new email is
always displayed in a popup window.

Line Item Screen Position The way in which the Line Item screen is displayed.

Report Print Preview Default The default orientation (Portrait or Landscape) used on the Report
Page size Display Options page for producing a report in PDF format.

Report Print Preview Default The default page size used on the Report Display Options page for
Orientation producing a report in PDF format.

On-screen Coaching l On. Turns coaching on for all screens for which it is available.
With this setting, the full coaching content is displayed in a panel
at the top any screens that have coaching content.
l Off. Turns all coaching off.
l Minimized. The coaching panel does not appear automatically at
the top of the screen. Instead, users can click the Maximize On-
screen Coaching button to view the full frame for an individual
screen. This setting might be employed for users who are familiar
with Sage CRM and might need to view coaching only rarely.
l Customized. Allows users to minimize coaching on some
screens while leaving it maximized on others.

Display three-line menu Allows you to select how the main menu is displayed.
Possible values:

l Always. Moves all main menu items, both standard and custom,
to the three-line menu (☰) located in the top left corner of the
Sage CRM screen. Use this value when the main menu doesn't
fit in the Sage CRM screen because it includes many items or
item names are long.
l Automatically. Moves all main menu items to the three-line
menu (☰) on narrow screens only. Otherwise, the main menu is
displayed at the top of the screen.

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Field Description

Preferred Theme Select the default theme for the user. A theme defines how the Sage
CRM user interface looks. It is a combination of content layouts, icons,
and user interface colors. Themes don't apply to User Help, System
Administrator Help, and Self Service.

Note: This field is available only if Sage CRM 2020 R1 was upgraded
from a previous version where existed any other themes except
Contemporary.

CSV File Export Delimiter The delimiter that the CSV uses when the user clicks Export to File.
This setting does not affect the Excel CSV format, which is always tab
delimited. For more information, see CSV input/output matrix.
This setting impacts data uploads from CSV files. Ensure the delimiter in
the import file matches the delimiter set in <My Profile> | Preferences.

Default Screen for Company Sets the default tab that's displayed when a user drills into a Company.

Default Email Template The default email template used when using the embedded email editor.

Default Email Address The default From email address used in the New Email screen. You can
change your default From address if you have been given permission to
send emails from other accounts.

Default Tablet Version Set to Desktop Version if you want to use the desktop version of Sage
CRM from a tablet device. Set to Tablet Version is you want to use the
Tablet theme from a tablet device.

Calendar View The default calendar view.

Calendar Start Time The start time of the calendar view on communications, and the shaded
area in the meeting planner.

Calendar End Time The end time of the calendar view on communications, and the shaded
area in the meeting planner.

My Week Starts On The first day of the weekly calendar view.

Date Format Date format preference. For example, select mm/dd/yyyy to see the date
in Month/Day/Year format.

Use AM/PM l Yes. Uses AM/PM time format.

l No. Uses 24hr format.

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 Field Description

Time Zone Each individual user's time zone can be set. There are 75 time zones to
select from. The one you select defines what daylight settings are used,
so you must be careful in selecting the correct zone. The zone you select
also needs to correspond exactly to your computer setting.
All times are relative to the logged on user. For example, a meeting
made at 09:00 GMT.... by one user appears at 10:00 to users in +1:00
GMT.... The time zone of the server is set by the System Administrator.
If Automatic Daylight Saving Time is checked on the server machine, it
affects all users, even if they have not selected this option themselves in
their time zone settings.
If you need to add a new time zone to the list, this can be done via <My
Profile> | Administration | Translations. For one new time zone, three
new entries should be added - one for each of the caption families
TimeZoneDelta, TimeZoneDeltaJava, and TimeZoneDeltaUTC.
Follow the exact format of the existing entries. This ensures that
functionality dependent on the time zone setting remains fully functional.

Decimal Point The preferred way to view decimal point. For example, period [.] or
comma [,].

Decimal Places The preferred number of decimal places to be displayed. For example, 2.
The maximum number of decimal places that can be set is 9.

Thousand Separator The preferred way to view the thousand separator. For example, period
[.] or comma [,].

Default Targets For High The way in which the reminder is sent out for a high priority
Priority Reminder Messages Communication, if the Send Reminder Message check box was
checked.

Default Targets For Normal The way in which the reminder is sent out for a normal priority
Priority Reminder Messages Communication, if the Send Reminder Message check box has been
checked.

Default Targets For Low The way in which the reminder is sent out for a low priority
Priority Reminder Messages Communication, if the Send Reminder Message check box was
checked.

CSV input/output matrix

This table explains the formatting options when CSV or Excel CSV is selected as the export file format in
Sage CRM.

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 Input

Export File User Preferences Contains Extended Delimiter

Format Delimiter Characters

CSV Comma No Comma

CSV Semicolon No Semicolon

CSV Tab No Tab

CSV Comma Yes Comma

CSV Semicolon Yes Semicolon

CSV Tab Yes Tab

Excel CSV Comma No Tab

Excel CSV Semicolon No Tab

Excel CSV Tab No Tab

Excel CSV Comma Yes Tab

Excel CSV Semicolon Yes Tab

Excel CSV Tab Yes Tab

Output

Encoding Padding Renders correctly in Example

Excel

UTF-8 No No Test 01,00001,”Test, 02” <CR

LF>

UTF-8 No No Test 01;00001;Test, 02<CR LF>

UTF-8 No No Test 01<Tab>00001<Tab>Test,

02<CR LF>

UTF-8 No No Test 01,00001,”Test, 02” <CR

LF>

UTF-8 No No Test 01;00001;Test, 02<CR LF>

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 Output

Encoding Padding Renders correctly in Example

Excel

UTF-8 No No Test 01<Tab>00001<Tab>Test,

02<CR LF>

UTF-16 LE Yes Yes =”Test

01”<Tab>=”00001”<Tab>=”Test,
02”<CR LF>

UTF-16 LE Yes Yes =”Test

01”<Tab>=”00001”<Tab>=”Test,
02”<CR LF>

UTF-16 LE Yes Yes =”Test

01”<Tab>=”00001”<Tab>=”Test,
02”<CR LF>

UTF-16 LE Yes Yes =”Test

01”<Tab>=”00001”<Tab>=”Test,
02”<CR LF>

UTF-16 LE Yes Yes =”Test

01”<Tab>=”00001”<Tab>=”Test,
02”<CR LF>

UTF-16 LE Yes Yes =”Test

01”<Tab>=”00001”<Tab>=”Test,
02”<CR LF>

Tip: For Excel CSV, if a field contains <tab> or <CR LF> these characters are not present in the
exported file.

User Configuration Settings fields

The table below explains the fields on the User Configuration Settings screen.

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Field Description

Amount of days to password Specifies the maximum Sage CRM user password age in days. When
expiring this period expires, the user must change their Sage CRM password.
The default password age is 50 days.

Use Dynamic Password Enables or disables optimum user password hash strength.
Hash Cost
l Yes (default). Enables optimum password hash strength based
on the Sage CRM server hardware capabilities. Provides
increased security but consumes more system resources
because it increases the number of hashing rounds used to
generate a password hash.
l No (not recommended). Disables optimum password hash
strength. Provides weaker security (less hashing rounds) but
frees up system resources. System administrators might want to
set this value to speed up the system performance. For example,
when there is a significant number of simultaneous Sage CRM
user logons.

Allow User Preferences Specifies whether Sage CRM users are allowed to access <My Profile>
| Preferences.

Account Lockout Threshold Specifies the number of times a user is allowed to enter an incorrect
password when logging on to Sage CRM.
When this number is exceeded, the user's account is locked out in Sage
CRM. The system administrator can unlock the account or the user can
wait until the account lockout period (if any) expires.

Account Lockout Duration The number of minutes a locked-out user has to wait before trying to log
(Mins) on to Sage CRM again.

User Inactivity Timeout The inactivity period (in minutes) after which a user is automatically
(Mins) logged out of Sage CRM.
Sage CRM uses the value in this field only if it is less than the value in
Idle Time-out (minutes) specified for the Sage CRM application pool in
Microsoft Web Server (IIS). The default idle time-out value set for the
Sage CRM application pool is 120 minutes.

Use IIS Auto Login Yes. Enables automatic login to Sage CRM for authenticated Windows
users. Users are authenticated by Web Server (IIS) and don't need to
enter Sage CRM credentials when accessing Sage CRM.
No. Disables automatic login.

For steps on how to enable or disable automatic login, see Configuring

automatic login.

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Field Description

Default Domain For IIS Login Specifies the NetBIOS name of the Active Directory domain whose
users are automatically authenticated when Use IIS Auto Login is set to
Yes.
Allows you to prevent unauthorized external access to Sage CRM. If you
leave this field blank, Sage CRM users are matched to their Windows
user accounts using their complete domain\user name combination.
For example, a user called Susan Maye with Windows user account
mayes in the domain mydomain, has a Sage CRM account name
mydomain\mayes. If you have only one domain, enter the domain name
in this field. For example, if mydomain is your only domain, enter
mydomain in this field and the Sage CRM logon ID for Susan Maye is
mayes.

Plugin Version The path and name of the current Sage CRM Plugin file. The current
Sage CRM Plugin resides on the Sage CRM server and is downloaded
if the client-side value does not match the value specified in this field.

Outlook Plugin Version Specifies the Classic Outlook Plugin version. Use this field to manually
update the Outlook Plugin version after installing an Outlook Plugin
patch.

Outlook Integration Options l Classic Outlook Integration. Displays a button that lets the user
install the Classic Outlook Plugin and use Classic Outlook
Integration.
l Lite Outlook Integration. Displays a button that lets the user
install the Lite Outlook Plugin and use Lite Outlook Integration. If
Exchange Integration is enabled, the Lite Outlook plugin provides
additional functionality to the Exchange Integration.
l Both. Displays both the Classic Outlook button and the Lite
Outlook button on a 32-bit system. It displays only the Lite
Outlook button on a 64-bit system. Only one plugin can be
installed.
l None. Prevents the user installing the Classic Outlook Plugin or
the Lite Outlook Plugin because no plugin buttons are displayed.

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Field Description

One Way Synchronization Specifies the direction in which data is synchronized between Outlook
and Sage CRM in Classic Outlook Integration.

l No. Data is synchronized bidirectionally, from Sage CRM to

Outlook and from Outlook to Sage CRM.
l From Outlook to CRM only. Data is synchronized from Outlook
to Sage CRM only.
l From CRM to Outlook only. Data is synchronized from Sage
CRM to Outlook only.

When you change this value, users must restart their Sage CRM session
in Outlook and initiate synchronization for the change to take effect.

Synchronize Outlook Specifies whether to delete appointments, tasks, and contacts in Sage
Deletions CRM when they're deleted in Outlook. The items are deleted in Sage
CRM during Outlook synchronization.

l Yes. Deletes appointments, tasks, and contacts in Sage CRM if

the user has rights to delete them.
l No. Leaves appointments, tasks, and contacts intact in Sage
CRM.

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Field Description

Manage CRM and Outlook Specifies how to resolve data conflicts between Outlook and Sage
Updates CRM when bidirectional synchronization is enabled (One Way
Synchronization is set to No). To view conflicts, use the View Conflict
Log in Outlook.

l Outlook Updates Win. The changes made to Outlook will

appear in both Outlook and Sage CRM. This is the
recommended option for organizations that use Outlook as their
primary appointment scheduling tool. The default for new
installations is Outlook Updates Win.
l Organizer Updates Win. This applies to appointments only. This
is the recommended option for organizations that mainly rely on
Sage CRM for their customer interaction management and have
a number of users who use Outlook to organize and update
meetings.
When the appointment organizer (the person who created the
appointment in Outlook) initiates synchronization, changes
made in Outlook overwrite any conflicting data in Sage CRM.
When any other user initiates synchronization, changes made in
Sage CRM overwrite any conflicting data in Outlook.
l CRM Updates Win. Changes made to Sage CRM appear in
both Outlook and Sage CRM. This is the recommended option
for organizations that use Sage CRM as their primary
appointment scheduling tool.

Synchronize Outlook Enables or disables the synchronization of contacts between Outlook

Contacts and Sage CRM.

l Yes. Enables the synchronization of contacts.

l No. Disables the synchronization of contacts.

Synchronize Outlook Enables or disables the synchronization of appointments between

Appointments Outlook and Sage CRM.

l Yes. Enables the synchronization of appointments.

l No. Disables the synchronization of appointments.

Synchronize Outlook Tasks Enables or disables the synchronization of tasks between Outlook and
Sage CRM.

l Yes. Enables the synchronization of tasks.

l No. Disables the synchronization of tasks.

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Field Description

Auto Sync (In Minutes) Specifies the number of minutes at which automatic synchronization
between Outlook and Sage CRM occurs.

Auto-Logout Automatically logs a user out of Sage CRM when they close the web
browser window or go to another web site.

Default User Date Format The default date format for all Sage CRM users.
For example:
mm/dd/yyyy
Month/Day/Year
Individual users can override the default date format in their user
preferences.

Use Fileit Enables automatic filing of Outlook emails using a mail manager server
filing address. For more information, see Email Management.

Enable Security For Groups Enables Sage CRM user security profiles and policies for groups.

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Configuring automatic login
If your organization uses Active Directory, you can enable automatic Sage CRM login for authenticated
Active Directory users. For example, users that are logged on to their computers using their Active Directory
domain user name and password. As a result, such users can access Sage CRM without entering their
Sage CRM credentials.

Note: Automatic login is supported for Microsoft Internet Explorer, Google Chrome, and Mozilla Firefox.

l Enabling automatic login

l Disabling automatic login

Enabling automatic login

Note: Automatic login is supported for Microsoft Internet Explorer, Google Chrome, and Mozilla Firefox.

Before you start, ensure that user names in Sage CRM are identical to their counterparts in Active Directory.
For more information about Active Directory, see Active Directory Domain Services on docs.microsoft.com.

Sage CRM automatic login uses the Windows Authentication feature in Web Server (IIS). When Web
Server (IIS) authenticates a Sage CRM user, that user is looked up in the User table in the Sage CRM
database.

Complete the following steps to enable automatic login:

1. Join the Sage CRM server to the Active Directory domain where Sage CRM users reside.
2. Enable IIS auto login in Sage CRM:
a. Log on to Sage CRM as a system administrator.
b. Go to <My Profile> | Administration | Users | User Configuration.
c. Click Change .
d. Set Use IIS auto login to Yes.
e. In Default domain for IIS login, enter the NetBIOS name of the Active Directory domain
where Sage CRM users reside.
f. Click Save.

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 3. Configure Web Server (IIS) on the Sage CRM server:
a. Open IIS Manager (inetmgr.exe).
b. In the console tree, expand the appropriate nodes to select the Sage CRM application. By
default, it is <ComputerName> | Sites | Default Web Site | CRM.
c. In the details pane, under IIS, double-click Authentication.
d. Ensure that
l Anonymous Authentication is enabled and uses the Application pool identity
anonymous authentication credentials.
l Windows Authentication is enabled.
e. Reset IIS by running the iisreset command at a command prompt.

Disabling automatic login

1. Log on to the Sage CRM server using an account that has system administrator rights.
2. Open Registry Editor (regedit.exe).

Warning: Incorrectly editing the registry may cause irreversible damage. Back up any valued
data on the Sage CRM server before making any changes to the registry.

3. Open the following registry key:

HKLM | Software | WOW6432Node | eWare | Config | /<InstallName>

where <InstallName> is the name of the Sage CRM installation.

By default, this is CRM.

4. Set the UseIISAutologin value to N.

5. Reset IIS by running the iisreset command at a command prompt.

Now the users need to enter their user names and passwords set in Sage CRM to log in.

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User activity
l Viewing user activity for all users
l Viewing user activity for an individual user
l Enabling locked out users to log in
l Archiving user activity records
l Running user activity reports

Viewing user activity for all users

1. Click <My Profile> | Administration | Users | User Activity.
2. To see information for a specific user, click the Find icon beside User in the Filter panel and select
the user's name. Click Filter to view the activity records specific to the selected user.
3. Click a tab to view information.
l All User Activity: Summary information about all user activity. Enter a filter period to display
activity records with a log on and log off within that period. If a record has a log on time in the
filter period for log ons but the log off time is outside the filter period for log offs, the activity
record is not displayed.
You can further filter user activity records according to how the user logged off and the
access method (such as browser type) used.
l Currently Logged In Users: A list of currently logged on users. This tab is useful when you
need to ensure that all users are logged out of the system, for example when you are
rebalancing the territory tree. For more information, see Rebalancing the territory tree. In
such situations, all users except the administrator user should be listed in Inactive Users
and only the administrator should appear in Currently Logged In Users.
l Inactive Users: A list of historical user activity records.
l User Summary: Summary information about user sessions.

Viewing user activity for an individual user

1. Click <My Profile> | Administration | Users | Users.
2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.

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 4. Click the User Activity History tab. From here, you can periodically archive the user's activity
history. You can also see:
l User login and logout time and date.
l Session duration.
l Logout method (manual or by automatic timeout).
l System access method (browser and version).
5. Enter a filter period to display activity records with a log on and log off within that period. If a record
has a log on time in the filter period for log ons but the log off time is outside the filter period for log
offs, the activity record is not displayed. You can further filter user activity records according to how
the user logged off and the access method (such as browser type) used.

Enabling locked out users to log in

When setting up user configuration, you can specify the number of times a user can try incorrectly to log on
before being locked out of the system. If requested, you can enable the user to log on again.

1. Click <My Profile> | Administration | Users | Users.

2. Enter the locked out user's Last Name and click Find.
3. Click the user hyperlink.
4. Click Unlock User. The button disappears, indicating that the user can now try to log on again.

Archiving user activity records

To avoid storing a large number of user activity records, you can archive records of a specific age. Archived
files are removed from your All User Activity page and filed to a CSV document, which is stored with the
system log files.

1. Click <My Profile> | Administration | Users | User Activity.

2. Click Archive To File.
3. Select the age at which records are to be archived from Records Older Than. You can select One
Month, Three Months, Six Months or 12 Months. A message is displayed to tell you how many
records will be archived.
4. Click Archive To File. You are returned to the All User Activity page. A message is displayed
indicating how many records have been archived and the name of the file to which they have been
archived.

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Running user activity reports
You can run a set of standard user activity reports . You can also create new reports which use the User
Activity view.

The Administrator Reports category is available to System Administrators only. To allow Info Managers
access this category, change the properties of the report category in Advanced Customization.

1. Click Reports | Administrator Reports.

2. Click the report you want to run.
3. Set the report display options and search criteria.
4. Click Run. The report output is displayed in a new browser window.

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Security management
l Introduction to security management
l Security profiles
l Territories
l Security policies
l Configuring password policies

Introduction to security management

You can manage security access rights across the organization by setting up security profiles and territories.
Users don't belong to either profiles or territories. Profiles and territories are set up to reflect the structure of
your organization. Users are then assigned a profile and home territory depending on their position in the
organization.

l Security profile: A profile is a way of grouping users when defining access rights to view, update,
insert, and delete Sage CRM records. For example, you can create a profile called Sales with rights
to view, update, and insert company, person, communication, and opportunity records and with
view only rights to cases. You can assign this profile to all sales users. Any changes that you make to
the profile automatically apply to all users assigned to it.
l Territory: You can divide user rights by territory. For example, you may want users in the Europe
territory to view all opportunities within the USA territory, but not to be able to update them.
Territories act as a silent filter over existing security profiles. For example, if a security profile doesn't
include view rights to opportunities, a user with that profile can't see any opportunities, no matter
what territory they belong to. Territories affect searching, reporting, and groups generation. To
switch off the influence of territories on groups, click <My Profile> | Administration | User
Configuration and set Enable Security for Groups to No.
l Security policy: You can set up additional security rights to handle complex inter-territory situations
and exceptions. When settings on the Security Policies screen are enabled, additional options are
available on the Security Profiles screen. Security policies act as logical ORs to existing security
profile and territory settings.

Security profiles
l Adding a new security profile
l Assigning a security profile to a user

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 l Deleting a security profile

Adding a new security profile

When setting up profiles and territories, it's a good idea to add view rights into the territory one level above
the territory of the majority of your users. For example, in the Sales Profile, which includes users with home
territories of Germany, UK, and Ireland, you add view rights into companies and people in the Europe
territory. Then, when the Sales Manager, whose home territory is Europe, creates a new company in the
Europe territory, he can create tasks for his team against that company and they can view the task or
company. When adding new companies and people into the stem, the manager’s team can carry out more
effective deduplication by comparing against companies created in the territory above them.

1. Click <My Profile> | Administration | Users | Security.

2. Click Security Profiles. A list of existing profiles is displayed. An unrestricted profile is created for
the System Administrator when Sage CRM is installed. If the unrestricted profile is changed or
deleted, the System Administrator bypasses all security rights and has global access to the system.
3. Click New Profile.
4. Enter the name of the new profile in Description.
5. Click Save. By default, the new profile cannot access primary entities.
6. Click the new profile link to define the security profile’s access rights to primary entities. Alternatively,
click Edit all rights to edit all existing profile rights at once.
7. Select the View, Edit, Insert, Delete check boxes as required. You can specify rights according to
profile and territory. For example, a user assigned to a Sales profile could have rights to view, edit,
insert, and delete cases in their home territory of US East, but be restricted to viewing and editing
cases in the territory of US West.
8. Click Save.

A user must have edit rights on an entity to add or edit address, phone and email, notes, and library records
for that entity. For example, a user with view rights only on a company, cannot edit or add information in the
Addresses or Phone and Email tabs of that company. Similarly, a user with view rights only on cases, cannot
edit or add notes or library items on an existing case.

Assigning a security profile to a user

1. Click <My Profile> | Administration | Users | Security | Security Profiles.
2. Click the profile hyperlink in the Security Profile table.
3. Click Move user into this profile.
4. Select the user and click Save.

Alternatively

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 1. Click <My Profile> | Administration | Users | Users.
2. Click the user hyperlink.
3. Click Edit and select the profile from Profile Name.
4. Click Save.

To get an overview of security rights currently applied to the user, click <My Profile> | Administration |
Users. Click the user link and click the Security tab.

Deleting a security profile

1. Click <My Profile> | Administration | Users | Security | Security Profiles.
2. Click Delete beside the profile you want to delete.
3. Click OK.

Territories
l Adding a new territory
l Assigning a territory to a user
l Adding records to a territory
l Editing a territory
l Deleting a territory
l Merging territories
l Moving a territory
l Rebalancing the territory tree

Adding a new territory

The Worldwide territory is the default, highest level territory and cannot be deleted. All new territories are
subordinated to the Worldwide territory.

The standard capacity for a territory structure is 16 child territories on each territory, and five territory levels
deep. A complex territory structure may require the expansion of the standard capacity. If you try to add
more territories than the standard capacity, you're prompted to rebalance the territory structure.
Rebalancing updates the territory hierarchy and associated security rights, and allows you to continue
adding territories. For more information, see Rebalancing the territory tree.

1. Click <My Profile> | Administration | Users | Security.

2. Click New Territory.

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 3. Select the parent territory from the list of the existing territories. This is the hierarchical parent of the
new territory.
4. Enter the name of the territory in New Territory Name.
5. Click Save.

Assigning a territory to a user

When you assign a territory to a user, the user can use the access rights of their profile in that territory and in
all territories subordinate to that territory.

1. Click <My Profile> | Administration | Users | Users.

2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.
4. Click Change and select a territory from Home Territory.
5. Click Save.

Adding records to a territory

A Territory field is displayed on the summary screen of each primary entity, on most filter boxes, and on list
column headings. This field shows the user's assigned home territory and all subordinated territories. When
a user inserts a new record, Territory defaults to a territory called Default, which acts as a placeholder until
the user selects a territory. If a user doesn't select a territory, or doesn't have insert rights into their own
home territory, the system follows Territory rules to decide which territory to save the record in. These rules
apply to territories when security policies are in use and also when security policies are not in use.

When a record is and no Territory entry has been selected by the user, when the user saves
inserted in the the new record, the Territory field of the new record defaults to the territory
context of ... of [1].

If the user does NOT have INSERT RIGHTS in the territory of [1], the
Territory field of the new record defaults to the territory of [2].

If the user does NOT have INSERT RIGHTS in the territory of [2], the
Territory field of the new record defaults to the territory of [3].

If the user does NOT have INSERT RIGHTS in the territory of [3], the
Territory field of the new record will defaults to the territory of [4].

[1] [2] [3] [4]

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 Company and Company Person Assigned To Created by
Person (user’s Home (user’s Home
Territory) Territory)

Person (only) Person Assigned To Created by

(user’s Home (user’s Home
Territory) Territory)

Company (only) Company Assigned To Created by

(user’s Home (user’s Home
Territory) Territory)

No Company and No Assigned To Created by

Person (user’s Home (user’s Home
Territory) Territory)

No Assigned To Created by
(user’s Home
Territory)

Editing a territory
You can change the name of an existing territory.

1. Click <My Profile> | Administration | Users | Security.

2. Click Edit Territory and select the territory you want to modify from the list of territories.
3. Enter the new name in Modified Territory Name.
4. Click Save.

Deleting a territory
You can delete a territory that's not involved in current transactions or does not contain sub-territories. You
can't delete a territory that has records assigned to it, and you can't delete the Worldwide territory.

1. Click <My Profile> | Administration | Users | Security.

2. Click Edit Territory and select the territory you want to delete.
3. Click Delete.The territory and its child territories are deleted.

Merging territories
You can merge territories, and the information and rights associated with those territories. You might want
to do this to reflect changes in your organization. Before you merge territories, ensure there are no users
logged on to Sage CRM, and that you've backed up the Sage CRM database.

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 1. Click <My Profile> | Administration | Users | Security.
2. Click Merge Territory.
3. Select the source territory that you want to move and click Next.
4. Select the target territory.
5. Select the checkbox to move users and user rights associated with the source territory into the
target territory.
6. Click Next to proceed through the screens.
7. Click Continue.
8. Rebalance the territory tree. For more information, see Rebalancing the territory tree.

Moving a territory
Moving a territory to a new position in the tree structure can expand or restrict the rights of users associated
with the territory. Before you move a territory, ensure there are no users logged on to Sage CRM, and that
you've backed up the Sage CRM database.

1. Click <My Profile> | Administration | Users | Security.

2. Click Move Territory.
3. Select the source territory that you want to move and click Next.
4. Select the new parent for the territory.
5. Click Next to proceed through the screens.
6. Click Continue.
7. Rebalance the territory tree structure. For more information, see Rebalancing the territory tree.

Rebalancing the territory tree

When you move or merge territories, or need to add more territories than the standard capacity, you must
rebalance the territory tree to update the territory hierarchy and associated security rights.

Warning: You cannot undo rebalancing.

Before rebalancing, back up the Sage CRM database and ensure all users are logged off Sage CRM.
Inform users when rebalancing will occur and ask them to remain logged off for the few minutes that
rebalancing takes. To check if all users are logged off, open the Current Activity tab. For more information,
see Viewing user activity for all users. You can manually force users to log off. For more information, see
Locking the system.

1. Click <My Profile> | Administration | Users | Security.

2. Click Rebalance.

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 3. Click Next. A message is displayed when the rebalancing process has completed.
4. Click Continue. You can now add new territories from the New Territory page.

Security policies
l Working with cross territory situations
l Allowing absolute territories in profiles
l Using sibling territories
l Using a parent territory
l Allowing direct rights in territories

Working with cross territory situations

You can enable security policies to extend profile rights across territories. For example, to allow a user
assign opportunities from their own territory to a user in a different territory.

1. Click <My Profile> | Administration | Users | Security.

2. Click Security Policies and click Change.
3. Set Use CreatedBy, AssignedTo, and Team special territories to Yes and click Save.
4. Return to the Security area and click Security Profiles.
5. Select Assigned To from Profile rights for.
6. Click Add Profile to this territory.
7. Select the profile and click Save.
8. Click the profile link. You can't select Insert rights in the Assigned To territory because it's not a true
territory. The record must already exist for users to have special rights outside their own territory.
9. Select View and Edit in Assigned To | Opportunity and click Save. All users associated with the
Sales profile can now view and edit opportunities in their home territory or child territories and any
opportunities assigned to them, unless the opportunity has a company or person assigned to it. If the
opportunity has a company or person assigned to it, the user must also have at least view rights on
the company or person to be able to see the opportunity.
To edit the Sales user’s Home Territory rights and Assigned To rights, click the Sales profile link.
Follow these steps to set up rights where the user's Primary Team matches the team on the entity,
or where the user matches the Created By field on the entity.

Allowing absolute territories in profiles

You can enable security policies to extend existing security profile and territory settings. The following steps
give users associated with the Operations profile view only rights to opportunities in Europe.

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 1. Click <My Profile> | Administration | Users | Security.
2. Click Security Policies and click Edit.
3. Set Allow absolute territories in profiles to Yes and click Save.
4. Return to the Security area and click Security Profiles.
5. Select Europe from Profile rights for and click Add Profile to this territory.
6. Select the Operations profile and click Save.
7. Click the Operations profile link. You can now edit the rights for the Operations profile.
8. Select View in Europe | Opportunity.
9. Click Save. All users associated with the Operations profile can now view opportunities in Europe
and child territories. To edit the Operations User’s Home Territory rights and Assigned To rights,
click the Operations profile link.

Using sibling territories

You can set up rights in sibling territories. For example, you can set up all users associated with the Sales
profile, whose Home Territory is at the lowest level within Europe (Germany, Benelux, UK, or Ireland) to
view opportunities at the same level within the territory hierarchy.

1. Click <My Profile> | Administration | Users | Security.

2. Click Security Policies and click Edit.
3. Set Use the user's sibling territories to Yes and click Save.
4. Return to the Security area and click Security Profiles.
5. Select User's sibling territories from Profile rights for. A list of profiles associated with user's
sibling territories is displayed.
6. Click Add Profile to this territory. This is not a true territory, just a means of displaying access rights
to the administrator.
7. Select the Sales profile and click Save.
8. Click the Sales profile link and select View in User's sibling territories | Opportunity.
9. Click Save. Users associated with the Sales profile, who have Germany, Benelux, UK, or Ireland as
their Home Territories, can now view opportunities in any of these territories.

Using a parent territory

You can extend the rights of users associated with a profile to view opportunities in the parent territory. For
example, all users associated with the Sales profile and whose Home Territory is at the lowest level within
Europe (Germany, Benelux, UK, or Ireland) could view opportunities in Europe.

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 1. Click <My Profile> | Administration | Users | Security.
2. Click Security Policies and click Edit.
3. Set Use the user's parent territory to Yes and click Save.
4. Return to the Security area and click Security Profiles.
5. Select User's parent territory from Profile rights for. A list of profiles associated with user's sibling
territories is displayed.
6. Click Add Profile to this territory. This is not a true territory, just a means of displaying access rights
to the administrator.
7. Select the Sales profile and click Save.
8. Click the Sales profile link and select View in User's parent territory | Opportunity.
9. Click Save.

Allowing direct rights in territories

You can set up a specific right for a user that extend beyond the rights of the territory to which the user is
assigned. The following steps set up delete rights on opportunities for one user.

1. Click <My Profile> | Administration | Users | Security.

2. Click Security Policies and click Change.
3. Set Allow users direct rights in territories to Yes and click Save.
4. Return to the Security area and click User Direct Rights.
5. Select the territory in which these rights should be applied from User rights for.
6. Click Add user, select the manager, and click Save.
7. Click the manager name link and select Delete in Opportunity.
8. Click Save. Mike Weiss has the same rights as users associated with the Sales profile. In addition,
he has rights to delete opportunities in Europe and child territories. Since these rights are specific to
an individual user, you can also edit them in <My Profile> | Administration | Users.

Password policies
l Configuring password policies
l Password Policies options
l Configuring a list of words that cannot be set as passwords

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Configuring password policies
1. Click <My Profile> | Administration | Users | Security.
2. Click Password Policies.
3. Select the Password Security Profile you want to edit.
l Administrators. Applies to all System Administrator users.
l Info Managers. Applies to all users who have Info Admin rights.
l Ordinary Users. Applies to all users with no administrator rights.

Tip: To set user profiles, click <My Profile> | Administration | Users | Users | User Details
and select a value in Administration.

4. Configure the Password Policies options.

5. Click Save.

Password Policies options

When configuring password policies, you can use the following options:

Option Description

Minimum length of password Sets the minimum user password length in characters.
To disable all Password Policies options, set this field to 0.
The maximum user password length is 20 characters.

Require complex password When this check box is selected, the user password must contain all of
the following:

l An English uppercase letter (A-Z)

l An English lowercase letter (a-z)
l A digit (0-9)

You can select this check box only when Minimum Length Of Password
is set to 8 characters or more.

Check User Name When this check box is selected, users cannot set password that is
identical to their user name spelled normally.
You can select this check box only when Minimum Length Of Password
is set to 1 character or more.

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 Option Description

Strong User Name When this check box is selected, users cannot set password that is
identical to:

l Their user name spelled backwards.

l Their first name spelled normally or backwards.
l Their last name spelled normally or backwards.
l Any word in the Dictionary.txt file, if it exists on the Sage CRM
server. For more information, see Configuring a list of words that
cannot be set as passwords.

You can select this check box only when Check User Name is selected.

Configuring a list of words that cannot be set as passwords

You can prevent users setting certain words as their passwords by configuring a blacklist of such words in
Sage CRM:

1. Create an empty text file named Dictionary.txt.

2. Populate the file with the words you don't want users to set as their passwords.
Each line in the file must contain one word only, for example:
password
qwerty
dragon
baseball
football
monkey

3. Save Dictionary.txt and copy it to the following location on your Sage CRM server: <Sage CRM
installation folder>\WWWRoot.

By default, Sage CRM is installed to %ProgramFiles(x86)%\Sage\CRM\CRM.

4. Click <My Profile> | Administration | Users | Security | Password Policies.

5. Select the following check boxes:
l Check User Name
l Strong User Name
6. Save your changes. Now users cannot set the words in Dictionary.txt as their passwords.

Consider the following:

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 l All words in Dictionary.txt are case-insensitive.
l Only the exact words added to Dictionary.txt cannot be set as passwords. For example, if
Dictionary.txt contains the word baseball, a user can still set the words baseball1 or llabesab as
their password.

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Team management
l Creating a new team
l Assigning a user to a team
l Setting user access to Team CRM
l Examples of using teams
l Deleting a team
l Team fields

Creating a new team

A team is a group of users who perform similar roles. In a small organization, all Sales Department users
might be part of the Sales Team. In a larger organization, there may be Telesales, Direct Sales, and Field
Sales teams.

1. Click <My Profile> | Administration | Users | Teams.

2. Click New and complete the Team fields.
3. Click Save.

Assigning a user to a team

1. Click <My Profile> | Administration | Users | Users.
2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.
4. Click Change.
5. Select the team from Primary Team.
6. Select additional teams that the user can view from Display Team. For example, the Sales
Manager may require access to the Direct Sales and Telesales teams.
7. Click Save.

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Setting user access to Team CRM
1. Click <My Profile> | Administration | Users | Users.
2. Enter the user's Last Name and click Find.
3. Click the user hyperlink.
4. Click Change.
5. Select an option from Team List in the Security panel.
l All Teams gives the user access to Team CRM and all team queues.
l User's Teams gives the user access to Team CRM, their own team queues (Primary
Team) and all team queues selected from the Display Team list.
l None means Team CRM is not made available to the user.
6. Click Save.

Examples of using teams

You can make each user a member of one team and give the user rights to view multiple teams.
Communications, opportunities, leads, and cases can be tracked by individual user and by team. You can
initially assign communications to a team and later reassign them to an individual.

l Tracking communications by team. John Finch is a user in your organization assigned to the
Telesales team. Every time John Finch creates a new Communication, the Team field defaults to
Telesales. The telesales manager can use Team CRM to view all the activities for John Finch and
other members of the Telesales team for the day.
l Creating tasks for teams. The customer service manager in your organization can use groups to
set up an outbound telephone campaign to the active customer base. By leaving the User field
blank, but filling in the Team field in the task details, the calls are scheduled for the whole team.
l Assigning an opportunity to a team. Sales opportunities can be assigned to teams. This means
that the overall performance of, for example, the Direct Sales vs. the Business Partner team can be
compared on a deal-by-deal basis. By tracking team performance on the Opportunity and
Communication level, additional information can be extracted to improve future sales performance.
l Reassigning unresolved cases. Your company is in the insurance business. Cases are used to
handle automobile, home, life, and travel insurance claims. Your customer service teams are set up
by type of insurance. The travel claims team is overloaded after the recent holiday season, however
the home insurance team has spare resources. Following a team leader meeting, the travel claims
team leader clicks <My Profile> | Team CRM | Cases and reassigns half of the unresolved claims
to the three available claims handlers in the home insurance team by changing the user name in
Assigned To.

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Deleting a team
1. Click <My Profile> | Administration | Users | Teams.
2. Enter a Team Description and click Find.
3. Click the team you want to delete.
4. Click Delete and then click Confirm Delete. The Team is deleted. Any opportunities, leads, cases,
or communications linked to a deleted team remain, but the Team field is blank. You can't select the
team from the context area of the screen in Team CRM.

Team fields
The table below explains the standard fields on the Team page.

Field Description

Team Description Team Name. For example, Direct Sales.

If you change the name of a team after you've created and saved it, you
must manually change the translated caption. This caption is displayed in
team list drop-down fields. Click <My Profile> | Administration |
Customization | Translations and enter Channels in Caption Family.

Broker Rule The Broker Rule is used when creating a task for a group. If you pick a
team and don't explicitly pick a broker rule, the system uses the broker
rule from the team if there is one. If there is none, the default is Queue.
For more information, see Campaign Management in the User Guide.
The Broker Rules are explained in Scheduling a Call Back.

Owner Not in use

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Active Directory users
l Importing users
l Reimporting users
l Active Directory Parameters fields
l Import Users fields
l Active Directory mapping

Importing users
User Requirement: System Administrator

You can add users stored in Microsoft Active Directory to Sage CRM in a batch process using the Import
Users wizard.

1. Click <My Profile> | Administration | Users | Import Users.

2. Complete the Active Directory Parameters fields and click Connect. When you've successfully
connected to the Lightweight Directory Access Protocol (LDAP) server, the Active Directory List is
populated.
3. Select the node containing users from the Active Directory List and click Expand Selected Node.
Drill down to select a single or organizational group of users.
4. Click Continue.
5. Select the users to import by filtering or changing the selections in the list of users and click
Continue.
6. Complete the Import Users fields and click Continue.
7. Click View Log File to open or save the log. You can also access the log file from <My Profile> |
Administration | System | System Logs, and from
%ProgramFiles(x86)%\Sage\CRM\<InstallName>\Logs.
8. Click Continue.

Reimporting users
You can reimport users following changes to their details in Active Directory.

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 1. Ensure Remove Existing CRM Users From The List is not selected in the Import Users wizard.
2. Select Overwrite Existing User Details and complete the import. The users are re-imported. Only
data in the mapped fields is overwritten. For more information, see Active Directory mapping. All
other Sage CRM properties, including the password, remain unchanged.

Active Directory Parameters fields

The table below describes the fields on the Active Directory Parameters panel.

Field Description

LDAP Server Name Server name or server IP address of the server where Active Directory is
configured.

LDAP Server Port Port number. If this field is left blank, then 389 is the default port used.

Active Directory User ID This is a logon ID with access to navigate the Active Directory tree. For
example, testID@testdomain or testdomain\testid. The logon is the
UserPrincipalName attribute taken from the Active Directory user's
properties.

Active Directory User Password for the logon ID specified in the Active Directory User ID field.
Password

Import Users fields

The table below describes the fields and options on the Import Users, Step 2 of 4 page.

Field or Option Description

Last Name Contains search on the user's last name.

Email Contains search on the email address.

Remove Existing CRM Selected by default. Remove selection if you want to view and select
Users From The List users already in Sage CRM.

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Field or Option Description

User List List of users from the data source chosen in step 1. This list can be
modified by using the Filter fields, the Select / Deselect buttons, and the
check boxes next to individual users. The Select/Deselect buttons apply
to the current filter. Please also note that the filtering in Step 2 applies to
the data source selected in Step 1 (it is not re-querying Active Directory
each time).

Licensing Shows the number of seats available and number of users selected. In a
Named User install, an error message is displayed if the number of
licenses is exceeded. "Seats available" refers to the number of licenses
minus the number of current active (does not include resources) users. If
concurrent licensing is being used, this panel gives you the option to
import users as either named or concurrent licenses. It will show the
remaining seats available (total licenses minus named users).

The total number of users currently selected to import includes the

number of existing Sage CRM users in the system who are also in Active
Directory. To clear this number down to zero:

l Deselect Remove Existing CRM Users From The List.

l Click Find (so that all users are displayed in the list).
l Click Deselect All.

Generate Random Random passwords are generated which follow the rules set in <My
Password Profile> | Administration | Users | Security | Password Policies.
Please see Configuring password policies for more information.

This setting is not available if IIS Auto Login is enabled (from My

Profile> | Administration | Users | User Configuration).

Include Generated Password Password will be included in the welcome email. If this is not selected,
In Welcome Email the System Administrator must notify users separately of their password.
If the Generate Random Password option has been selected but the
welcome email option is not selected, the System Administrator must
reset the password in Sage CRM and notify users separately.

This setting is not available if IIS Auto Login is enabled (from <My
Profile> | Administration | Users | User Configuration).

Use The Same Password Sets the same password for all users in the import.
For All Users

Password Enter a common password for all users in the import. The password
must conform to the rules set in <My Profile> | Administration | Users |
Security | Password Policies.

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 Field or Option Description

Overwrite Existing User Data in the mapped fields is overwritten. Please see Active Directory
Details mapping for a list of the mapped fields. All other Sage CRM properties,
including the password, remain unchanged.

Select User Template Select a user template. New templates can be added in <My Profile> |
Administration | Users | User Templates. Please see User templates
for more information.

Resource Read-only. All users are imported with the Resource field set to False.

Send Welcome Email To Select to send a welcome email to users. A mail server must be available
New Users and configured in <My Profile> | Administration | Email And
Documents | Email Configuration. Please see Email/SMS settings for
more information.

If you are using Email Manager, the welcome email does not get filed by
the mail manager filing service.

Select Email Template A standard template for the welcome email is supplied. This includes
"tokens" for the Sage CRM user name logon ID, password, and a link to
access the system. The tokens are specially formatted so that they
cannot be reused anywhere else in the system (for example, document
templates). The tokens are:

%CRMUserName% - The user display name from Step 2 of the wizard,

for example, Maye, Susan.

%CRMLogin% - The Sage CRM user name logon ID, for example,
mayes.

%CRMPassword% - The Sage CRM password. Displays "Password

not available" if Include Generated Password In Welcome Email is
deselected in Step 3, or if you have selected Use The Same Password
For All Users.

%CRMLink% - The URL to access Sage CRM.

The template can be modified in <My Profile> | Administration | Email

And Documents| Email Templates. Please see Setting up email
templates for more information.

Active Directory mapping

The following table shows the mapping of Active Directory attributes to Sage CRM fields.

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 AD Attribute Sage CRM Required Notes
Field for Import

sAMAccountName user_logon Yes

SN user_ Yes If the source attribute is empty, then this is

lastname populated with the userPrincipalName.

givenName user_ No
firstname

mail user_ No If the source attribute is empty, then this is

emailaddress populated with the userPrincipalName.

userPrincipalName This attribute supports the scenarios where source

fields required for the import are empty.

When an import is repeated, and the option to overwrite existing Sage CRM user data is selected, only data
in the mapped fields is overwritten.

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User templates
l Changing the default user template
l Creating a user template
l Setting up a new user based on a template
l Changing template details
l Changing template user preferences
l Changing security profile rights for a user template
l Deleting a user template

Changing the default user template

New Sage CRM installs contain a default user template where you can define baseline settings for all new
users. This enables you to define a set of common characteristics that can be applied to new users, such as
the default language, common security access rights, and user preference settings. You can't delete the
default user template.

When you've defined the default user template, you can create other user templates based on the default
template. The number of user templates you can create is not limited by your number of user licenses.

1. Click <My Profile> | Administration | Users | User Templates.

2. Enter Default User Template in Template Name and click Find.
3. Click the Default User Template link.
4. Click the Template Details tab, and then click Change.
5. Make your changes and click Save.
6. Edit and save the template information in the User Preferences and Security Profile tabs.

Creating a user template

1. Click <My Profile> | Administration | Users | User Templates.
2. Click New.
3. Complete the Template panel fields and click Continue.
4. Complete the More User Detail panel fields and the Security Profile fields.

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 5. Click Continue.
6. Complete the User Preferences fields and click Save. To revert to the user preferences in the
default user template, click Set To System Defaults.

Template panel fields

The table below explains the standard fields on the Template panel.

Field Description

Template Name The name of the new template. For example, Sales User.

Based on Template The existing template on which the new template is based.

Primary Team The default team that's displayed when the user clicks Team CRM.

Home Territory The user's security territory. For example, USA.

More User Detail panel fields

The table below explains the fields on the More User Details panel.

Field Description

Language Preferred language. Each user sees the same underlying data in the
database, however the buttons, field names, and captions throughout
the application appear in the user's selected language.

User SMS Notification If SMS features are used, setting this to True allows a user to be sent an
SMS notification message to their mobile phone when communications
are created for them. The Mobile Email Address field must be correctly
filled in for this to work.

Display Team The team queues that the user can view from Team CRM.

Forecasting - Reports To Sales manager or direct report, who can access the selected user’s
forecast. For more information, see Sales Forecasting in the User Guide
.

Forecast - Currency The currency in which the forecast is calculated.

If the user enters a forecast value on the Opportunity in a different

currency, it's converted to the Forecast Currency set here. For more
information, see Sales Forecasting in the User Guide.

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Setting up a new user based on a template
If you've already set up user templates, creating new users based on the predefined templates is easy.

1. Click <My Profile> | Administration | Users | New User.

2. Complete the fields on the page. For more information, see User fields.
3. Select the template you created from the User Template drop-down list. This completes the
Administration, Primary Team and Home Territory fields automatically, according to the template
settings.
4. Click Continue.
l Click Save to go back to the Users Find page. This misses out Steps 2 and 3 of the user
setup. If you're confident that all of the default settings from the selected user template are
applicable to this new user, then there's no need to go through steps 2 and 3 of the new user
setup.
l Click Save & New to save the new user and create another new user.
l Click Previous to return to the New User Setup, Step 1 of 3 page.
l The New User Setup, Step 2 of 3 page is displayed. All the settings on this page are defaults
from the user template you selected in the previous step.
5. Review the default settings, and adjust them for this specific user. You can also add user specific
details, such as title, department, phone, fax, and pager numbers. Refer to More User Details fields
and Security Profile fields for an explanation of the fields.
6. Click Continue. The New User Setup, Step 3 of 3 page is displayed. All the settings on this page are
defaults from the user template you selected in Step 1 of the new user setup.
7. Review the default settings, and adjust them for this specific user if you need to. Refer to User
Preferences fields for more information on the fields.
8. Click Save.
l Click Save & New to save the new user and add another new user. This is useful if you
need to create several new users sequentially and you don't need to review the User
Preferences in Step 3.
l Click Set To System Defaults to reset the user preferences to the preferences defined in
the default user template.
l Click Previous to return to the New User Setup, Step 2 of 3 page.

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Changing template details
1. Click <My Profile> | Administration | Users | User Templates.
2. Enter the Template Name.
3. Click Find.
4. Click the template you want to edit, and click Change.
5. Make the changes to the Template Details page.
6. Click Save. The Template Details page is displayed with the updated information.

Changing template user preferences

1. Click <My Profile> | Administration | Users | User Templates.
2. Type in the Template Name.
3. Click Find.
4. Click the template you want to make changes to, and click the User Preferences tab.
5. Make the changes to the User Preferences.
6. Click Save.

Changing security profile rights for a user template

You can view the security profile currently associated with a template from the Security Profile tab.

Change the profile currently associated with a template using Profile Name in the Template Details tab.
For more information, see Changing template details.

1. Click <My Profile> | Administration | Users | User Templates.

2. Enter a template name and click Find.
3. Click the template you want to edit, and click the Security Profile tab.
4. Click the profile the template is currently associated with. The Security Profiles page for the selected
profile is displayed.
5. Make the changes to the Profile Rights. For information on security profiles and territories, see
Adding a new security profile.
6. Click Save. The Security Profiles page is displayed.

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Deleting a user template
1. Click <My Profile> | Administration | Users | User Templates. The Find screen is displayed.
2. Enter the template name and click Find.
3. Click the template you want to delete. The Template Details page is displayed.
4. Click Delete, then Confirm Delete. You cannot delete the default user template.

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Data

l Deduplication
l Data Upload
l Products
l Multicurrency support
l Sales Forecasts
l Related entities
l Groups
l Deleting documents and communications
l Reports
l Standard classic dashboards

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Deduplication
l About deduplication
l Enabling deduplication
l Customizing deduplication screens
l Setting up match rules
l Creating a Company Name Cleanup replace list
l Creating a Company Name Cleanup remove list

About deduplication
Deduplication aims to prevent the user from adding duplicate entries by searching for similar entries and
warning the user before the new record is added. You can use the Merge functionality, described in the User
Help, to clean the data if duplication has already occurred.

Deduplication is enabled by default if you select Install demo data during the Sage CRM installation. If you
don't select this option, deduplication is disabled by default.

When deduplication is enabled, Sage CRM searches for duplicate records on Company, Person, Lead and
Account entities. Deduplication on these entities is based on the following fields and associated match rules:

l Company - match rules of type "contains" on Company Name

l Person - match rules of type "contains" on Person Last Name.
l Lead - match rules of type "contains" on Lead Company Name and Lead Person Last Name.
l Accounts - match rules of type "contains" on Account Name in some integrated environments.

Enabling deduplication
1. Click <My Profile> | Administration | System | System Behavior.
2. Click Change. The System Behavior page is displayed.
3. Ensure that Deduplication is set to Yes.
4. Specify where the Lead deduplication rules look for matches in Deduplication Rule.
l And: The rules look for matches on both the Lead Company Name and Lead Person Last
Name fields.

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 l Or. The rules look for matches on either the Lead Company Name or Lead Person Last
Name fields.
5. Click Save.

Before you use deduplication on Company or Person records, you can further customize the deduplication
screens and set up match rules for the entities on which you want deduplication to work. When deduplication
is enabled, two match rules are configured by default for the Lead Company Name and Lead Person Last
Name fields on the Lead deduplication screen so you don't need to customize this screen or set up match
rules.

Customizing deduplication screens

When deduplication is enabled, a new deduplication search screen is displayed when a user clicks New and
selects Person, Company, or Lead.

You can customize deduplication screens. For example, you can add fields from the Address, Person, and
Company tables to the Company Dedupe Search Screen. This is usually a subset of core company
information such as Company Name, Address 1, and Zip Code.

When deduplication is enabled, two match rules are configured by default for the Lead Company Name and
Lead Person Last Name fields on the Lead deduplication screen so you don't need to customize this screen
or set up match rules.

In addition, when you click Add Contacts in Microsoft Outlook to add contacts to Sage CRM, the match rules
applied to the Sage CRM fields are applied to the corresponding Outlook fields, triggering a warning if
duplication is detected.

1. Click <My Profile> | Administration | Customization | Primary Entities | Company | Screens.

2. Click the Edit icon beside Company Dedupe Search Screen.
3. Add the fields that you want to appear on the screen and click Save. For example, the Company
Name and the Address 1, and Zip Code fields. The Dedupe Search page that you created appears
when you set up Match Rules.

To set up a Dedupe Search Screen for the Person entity, click Primary Entities | Person | Screens, and
click the Edit icon beside Person Dedupe Search Screen.

Setting up match rules

Match rules determine the criteria against which the data that the user enters in the Dedupe Search Screen
is compared to the records in the system.

When you're setting up match rules, you should consider the following:

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 l The fields that you set up match rules on are used to deduplicate when a user adds or edits the
record.
l Only one match rule can be set up per table column. You must specify one type of match rule for
Company Name, one for Address City.
l The fields on the Deduplication search screens are based on the AND operator. The more
information the user enters into the Deduplication search screen, the less likely that the system will
detect a duplicate, since ALL the search criteria entered must be met—company name AND address
AND city AND postcode.

To set up the match rules for the Company Dedupe Search Screen:

1. Click <My Profile> | Administration | Data Management | Match Rules.

2. Select Company and click Continue.
3. Click New.
4. Select a value for Match Field and Match Type.
5. Click Save.
6. Repeat these steps to set up a match rule for each field on the Company Dedupe screen, then
repeat for the Person Dedupe screen.

Match Rule Description

Exact For example, a user must enter Design Right Inc. for the system to
detect a duplicate with Design Right Inc.

Starting With For example, a user must enter Des or Design for the system to detect a
duplicate with Design Right Inc.

Contains For example, a user could enter Des, Right or In for the system to detect
a duplicate with Design Right Inc.

Does Not Match For example, a user could enter Design Right Inc., and the system would
detect duplicates in every company except Design Right Inc.

Phonetic For example, a user could enter Greatecom, and the system would
detect a duplicate with Gratecom.

Creating a Company Name Cleanup replace list

You can create a list of words that replace certain words or phrases. For example, the abbreviation "&" could
be replaced with the word "and" in all the new companies added. The replaced word is not physically
replaced, just replaced during the deduplication process. Deduplication must be enabled for the Company
Name Cleanup functionality to work.

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 1. Click <My Profile> | Administration | Data Management | Company Name Cleanup.
2. Select Characters or Strings to Replace from List To View.
3. Click New.
4. Type the text string you want to replace in Details and enter the word that replaces it in Replace
With.
5. Click Save.
6. To create a replace list, continue adding rules.

Note: The rules are applied in the order they are listed.
Sage CRM applies the rules in the remove list first, and then applies the rules in the replace list.
For more information about the remove list, see Creating a Company Name Cleanup remove
list.

7. To remove a rule, click Delete.

Creating a Company Name Cleanup remove list

You can create a list of words, phrases, or punctuation on the company name field to be ignored during the
deduplication process. For example, you could ignore the word "Ltd." in all new companies added as this
word is not a unique part of the company name. The removed word is not physically changed in memory,
just ignored for the deduplication process so that matches can be found. Deduplication must be enabled for
the Company Name Cleanup functionality to work.

1. Click <My Profile> | Administration | Data Management | Company Name Cleanup.

2. Select Characters or Strings to Remove from List To View.
3. Click New.
4. Type the text string you want to remove in Details.
5. Click Save. The rule is displayed on the Characters or Strings to Remove page.
6. To create a remove list, continue adding rules.

Note: The rules are applied in the order they are listed.
Sage CRM applies the rules in the remove list first, and then applies the rules in the replace list.
For more information about the replace list, see Creating a Company Name Cleanup replace
list.

7. To remove a rule, click Delete.

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Data Upload
l About Data Upload
l Before you begin uploading data
l Required security profile rights
l Steps to upload data
l User interface reference

About Data Upload

With the Data Upload feature, you can add multiple lead, company, and person records to the Sage CRM
database at once without having to enter the details of each record manually in the Sage CRM user
interface.

Note: When you import leads into Sage CRM, they are not automatically added into a workflow.
However, if your Lead workflow is designed like the default Lead workflow with transition rules that hang
from the entry state, action buttons are displayed on the Lead screen that allow users to progress leads.

Here's how Data Upload works:

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  System Administrator or
Info Manager with Info Admin Data Rights.
 Must have View, Edit, and Insert access rights
on the target entity type.

Sage CRM
csv
Deduplication
settings Leads
xlsx
Companies
Mapping
User settings
People
xls
Microsoft SQL Se
Data Upload database
file

Data Upload report

and log files

Data Upload is enabled by default after Sage CRM installation. This feature is available to System
Administrators and Info Managers who have Info Admin Data Rights in Sage CRM. The account used to
perform data upload must have View, Edit, and Insert access rights on the target entity type.

To upload data to Sage CRM, you need to prepare a data upload file (CSV, XLS, or XLSX) containing the
records you want to add, and then specify that file in the Sage CRM user interface.

The system prompts you to configure a number of Data Upload settings, including:

l Deduplication settings. Add rules to detect if the records you are uploading to Sage CRM already
exist in the database. If they do, Sage CRM prompts you to merge your data into the existing
records, overwrite the existing records with the new ones, or skip duplicate records without adding
any data to Sage CRM. You can add deduplication rules only if advanced deduplication is enabled in
Sage CRM. Advanced deduplication is enabled automatically if you have included demo data in
your Sage CRM installation. Otherwise, advanced deduplication is disabled and you need to enable

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 it manually in the Sage CRM system behavior settings.
l Mapping settings. Associate a column in your data file with a field in the Sage CRM database.
During Data Upload, data from each column is inserted into the associated field in the database. A
column can have only one associated field. If a column is not associated with a field, data from that
column is not added to the Sage CRM database. In most cases, Sage CRM maps file columns to
database fields automatically, but you can review these mappings, change them if necessary, and
add new mappings before your Data Upload begins.

Once you have configured and applied the deduplication and mapping settings, Sage CRM uses them to
add your new records to the Microsoft SQL Server database. Sage CRM generates a report and log files
that contain information about the data upload results and help you to identify and troubleshoot any issues if
they occur.

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Before you begin uploading data
We recommend that you create a full backup of the Sage CRM database before uploading new records.
A full backup enables you to roll back any changes made by Data Upload, if necessary. If you don't have a
full database backup and something goes wrong while you're uploading new records, you might have to
delete them from the Sage CRM database manually.

If you don't have sufficient permissions to create full backups of the Sage CRM database, ask your
SQL Server database administrator to back up the database for you.

To create a full backup of the Sage CRM database, you can use Microsoft SQL Server Management Studio.
In this example, we'll use Management Studio supplied with SQL Server 2014 to back up the Sage CRM
database.

1. Open SQL Server Management Studio:

at a command prompt, enter ssms.exe
2. Specify parameters to connect to the Microsoft SQL Server computer that hosts the Sage CRM
database.
3. In the left pane (Object Explorer), expand the Databases node to locate the Sage CRM database.
By default, the name of the database is CRM.
4. Right-click the Sage CRM database, point to Tasks, and then click Back Up.
5. In the dialog box that opens, do the following:
a. From Backup type, select Full.
b. Under Backup component, select Database.
c. From Back up to, select Disk.
d. Click OK and wait until Management Studio backs up the database.

Now you can add new records to the database using the Data Upload feature. You can always revert to the
previous version of the database using the full backup you have created.

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Required security profile rights
To upload records, the security profile assigned to your Sage CRM account must have the following
minimum rights:

Entity Minimum security profile rights to upload records

Company Company entity:

l View
l Edit
l Insert

Person entity (person records associated with company):

l View
l Edit
l Insert

Lead l View
l Edit
l Insert

Person l View
l Edit
l Insert

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Steps to upload data
l Step 1: Prepare a data upload file
l Step 2: Upload file to Sage CRM
l Step 3: Configure mapping
l Step 4: Configure deduplication
l Step 5: Preview and create records

Step 1: Prepare a data upload file

In this step, you need to prepare a file containing the new records to upload.

To upload data, you can use one of the following formats:

l Comma-separated values (CSV) (recommended). Unlike Excel Workbook (XLSX and XLS) files,
CSV files don't store any complex formatting, formulas, and filters that might prevent your data from
uploading correctly. Make sure to use the delimiter specified in the Sage CRM system behavior
settings (by default, this is a comma).
l Excel Workbook (XLSX) or Excel 97-2003 Workbook (XLS). Your file shouldn't contain any
complex formatting, formulas, filters, and errors in cell values, because they might prevent data from
uploading correctly. Data Upload can work with XLSX and XLS files created by Microsoft Excel
supplied with Microsoft Office 2010 or later.

The most convenient way to prepare a Sage CRM-compatible data upload file is using Microsoft Excel. For
detailed information about the requirements your file must meet, see Data upload file requirements.

1. In Microsoft Excel, create a new blank workbook.

2. In row 1, enter the captions of the Sage CRM fields into which you want to add data. The fields you
specify in your file must exist in the Sage CRM database.

Using field captions as column headings helps Sage CRM to automatically map each file column to
the corresponding field in the database. If necessary, you can review and manually change these
mappings later before running your data upload.

3. Enter the records to be uploaded. For more information and examples, see Data upload file
requirements.
4. Save the workbook as a CSV, XSLX, or XLS file.

Data upload file requirements

Regardless of what type of records you are uploading, your file must meet the requirements listed in the
table below.

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For requirements related to a particular entity, see the following:

l Lead
l Company
l Person

Requirement Comment

The file name must be less This excludes the file path.
than 60 characters long.

Each column in the file must Using actual field captions as column headings in your data upload file
have a unique heading and helps Sage CRM to automatically map each file column to the
be mapped to an existing corresponding field in the database. If necessary, you can review and
field in the Sage CRM manually change these mappings later before running your data upload.
database.
The fields you populate don't need to be added to a Sage CRM screen,
but they must exist in the Sage CRM database.

Your file must contain a valid Required fields are those you must fill in to create a new record in Sage
non-empty value for each CRM. Such fields are marked with a blue asterisk in the Sage CRM user
required field in Sage CRM. interface, for example:

If you don't populate each required field with a valid non-empty value, the
entity record is not created in the Sage CRM database during data
upload.

For more information about default required fields, see

l Lead
l Company
l Person

The maximum number of If you want to upload more than 5000 records, consider creating several
rows (records) in your data data upload files.
upload file shouldn't exceed
5000.

Do not upload data from the This can lead to creation of duplicate records in Sage CRM. If something
same file two or more times went wrong during your data upload, review the data upload report, logs,
in a row. and errors file before retrying to upload data.

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 Requirement Comment

If you are using a CSV file, l Any values that contain a comma must be enclosed in double
make sure to escape special quotes.
characters in the values.
l Any values that contain double quotes must be escaped with
another double quote.

If you are using an XLS or We recommend that you save your XLS or XLSX file as CSV and then
XLSX file, make sure it uplod the CSV file to Sage CRM.
doesn't contain cells
formatted as dates.

All dates in your data upload For example, DD/MM/YYYY, MM/DD/YY, or MM/YYYY.
file must have an identical
format. If your file contains dates in different formats, Sage CRM won't be able
to correctly process your data.

Each cell in a data upload file You can write information stored in a multivalued column cell to multiple
column can contain multiple fields located in the same Sage CRM database table.
values.
For more information, see Mapping multivalued column cells.

The data format used in multivalued cells must be consistent in your data
upload file. Note that Sage CRM cannot process surnames that have Mc
or O' prefixes or include blank spaces.

Each record (row) in your When adding multiple addresses to the same row, make sure to assign a
data upload file can include different type to each of the addresses. For example, Home and
multiple addresses or notes. Business.

If your data upload file We recommend that you modify the values of multiselect fields in the
contains values for Sage CRM database so that they don't contain spaces.
multiselect fields, these
values should not contain When specifying values for a multiselect field in your data upload file, use
spaces. a comma as a separator.

Lead

By default, the required fields for creating a lead record are:

Field caption in the user interface Field code in the database

Company Name lead_companyname

Last Name lead_personlastname

First Name lead_personfirstname

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 Field caption in the user interface Field code in the database

Description lead_description

Assigned to lead_assigneduserid

Email lead_personemail

In row 1 of the data upload file, enter the captions of the required Sage CRM fields and any optional fields
you want to populate with values.

If you want to assign all lead records to one user, omit the Assigned to column in the data upload file: you
can select that user later when specifying your data upload settings. For more information, see Settings for
leads.
If you want to assign lead records to different Sage CRM users, add the following two columns to the file:
- Assign to. Specify the logon ID or email address of the Sage CRM user to whom you want to assign the
lead record.
- Team. Enter the name of the primary team to which the user belongs, as it appears in the Sage CRM user
interface.

Then, enter the lead records to be uploaded. Each row must contain one lead record only. Each lead record
(row in the file) must include one company and one person.

Company

By default, the required fields for creating a company record are:

Field caption in the user interface Field code in the database

Company Name comp_name

Address 1 addr_address1

Last Name pers_lastname

First Name pers_firstname

In row 1 of the data upload file, enter the captions of the required and any optional Sage CRM fields you
want to populate with values. Then, enter the company and person records to be uploaded.

Each row must contain one person record only. If you want to add another person associated with the same
company, use a different row and enter the same company details for that person record. The first person
specified for a new company in the file automatically becomes the main company contact. You can change
the main company contact later in the Sage CRM user interface.

Each company you upload must have an address. If you don't map a column in the data upload file to the
company address field in Sage CRM, the address of the first person specified for the company in the file

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becomes the company's address. If a person record in the data upload file has a business address and a
home address, only the person's business address becomes the company's address.

If you specify the same address for multiple person records in your data upload file, a single record is created
for the address in the Sage CRM database. Then, this address record is linked to the person records. Any
updates made to that address record in Sage CRM apply to all person records linked to that address.

Person

By default, the required fields for creating a person record are:

Field caption in the user interface Field code in the database

Last Name pers_lastname

First Name pers_firstname

Address 1 addr_address1

In row 1 of the data upload file, enter the captions of the required and any optional Sage CRM fields you
want to populate with values. Then, enter the person records to be uploaded. Each row must contain one
person record only. All data for each person record must be entered in the same row.

Step 2: Upload file to Sage CRM

Before completing the steps below, make sure that your Sage CRM account has the Required security
profile rights.

1. Log on to Sage CRM as a System Administrator or Info Manager with Info Admin Data Rights.
2. Click <My Profile> | Administration | Data Management | Data Upload.
3. Under Data Upload, click one of the following, and then click Continue. If you don't have the
Required security profile rights, some or all of these options may not be available.
l Company. Uploads company records with linked person records.
l Individuals. Uploads person records not linked to any companies.
l Lead. Uploads lead records.
4. On the Lead Data Upload page, click New.
5. Configure the following upload options. For more information about other options you can configure
on this page, see Data upload file settings.
l Data File. Specify the data upload file you have prepared.
l Description. Enter an informative description for your data upload. Sage CRM uses this
description to identify your data upload in the user interface.
6. Click Save. If prompted, confirm that you want to copy the file to the Sage CRM server.

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Step 3: Configure mapping
Once you have uploaded your data upload file to Sage CRM, a page similar to the following opens:

The upper table on the page shows the data upload file columns that are currently mapped to Sage CRM
fields. Use this table to view the mappings and change them if necessary.
This table has the following columns:

l Data File Column. Shows column names in the data upload file. You can click a column name to
change the column's mapping.
l Dedupe Rule. Shows the deduplication rule configured for each column. Currently this column is
empty – you'll configure deduplication rules later in Step 4: Configure deduplication.
l Sample Data. Shows the first value contained in the data upload file column.
l Field Name. Shows the UI caption of the Sage CRM field to which the data upload file column is
mapped.
l Actual Field. Shows the code of the Sage CRM field to which the data upload file column is
mapped.

The lower table on the page lists data upload file columns not mapped to any Sage CRM fields yet.
Use this table to manually map the columns. Values in the columns that remain unmapped are not added to
the Sage CRM database during data upload.

To map not mapped columns

1. Under Fields not mapped yet (will be ignored), click the column name.
2. Configure mapping settings. For more information, see Mapping and deduplication settings.
3. When you're finished, click Save.

To change current mappings

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 1. In Data File Column of the table (columns mapped to database fields), click the column name.
2. Change the mapping settings as necessary. For more information about the options you can use,
see Mapping and deduplication settings.
3. When you're finished, click Save.

For more information on how to map columns that contain multivalued cells, see Mapping multivalued
column cells.

Mapping multivalued column cells

If each cell in a data upload file column contains multiple values, you can map that column to multiple Sage
CRM database fields. As a result, column values are inserted into the corresponding Sage CRM fields
during data upload.

The fields to which you write data from multivalued cells in your data upload file must be located in the same
Sage CRM database table.
The format of values in a file column must be consistent. Otherwise, Sage CRM won't be able to correctly
process data in the column.

For example, if the Last and First Name column contains first name and last name, you can map this
column to the appropriate Sage CRM fields as follows:

1. Click the column name (Last and First Name).

2. On the page that opens, from Field Name, select --Multiple--:
3. Next to Field Name, click Edit Multiple Field Settings.
4. On the page that opens, specify the format of values in the Last and First Name column:
a. From Select Field, select Person : Last Name.
b. Click Add.
c. In Format Mask, enter a comma after the inserted value.
You need to insert a comma because it is used as a value separator in the data upload file.
Always make sure to separate values in the Format Mask box with the same separator that
is used in your data upload file. Otherwise, Sage CRM won't be able to correctly process
your data.
d. From Select Field, select Person : First Name.

e. Click Add.
As a result your format mask should look as follows:
#pers_lastname#, #pers_firstname#

5. Click Save.

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Mapping territories

You can assign territories to the records being uploaded. To do so, in your data upload file, create a column
(Territory) containing the Sage CRM territories you want to assign. Make sure the territory names in your
file exactly match the territory names in Sage CRM.

Then, map the Territory column to the appropriate Sage CRM field, for example, Lead : Territory,
Company : Territory, or Person : Territory.

If you don't assign any territory during Data Upload, the territory of your Sage CRM user account is
automatically assigned to the records.

Step 4: Configure deduplication

In this step, you need to configure deduplication rules to avoid the creation of duplicate records in Sage
CRM during data upload. You can configure deduplication rules only if advanced deduplication is enabled in
the Sage CRM system behavior settings. When advanced deduplication is disabled, the Data Upload
feature performs a simple deduplication.

We recommend that you upload data with advanced deduplication enabled. In this case, you have better
control over the data that is written to the Sage CRM database. For more information, see Enabling
deduplication.

For each data upload file column, you can configure only one deduplication rule. You can configure
deduplication rules for columns containing multivalued cells in the same way as for columns containing
single-valued cells.

With advanced deduplication enabled, you must configure the following minimum deduplication rules:

Entity Deduplication rules must be configured for

Lead l Lead company name

l Person's last name

Company l Company name

l At least one person field

Person l At least one person field

To add a deduplication rule

1. In the Data File Column, click the name of the column for which you want to add a deduplication
rule.
2. From Dedupe Rule, select the value you want to use.

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 For more information, see Mapping and deduplication settings.
3. Click Save.

Repeat these steps for each column for which you want to add deduplication rules.

We recommend that you configure deduplication rules as follows:

Lead
Set the Exact Match deduplication rule on company name, person's last name, and person's first name.

Company
Set the Exact Match deduplication rule on company name, company address, person's last name, and
person's first name.

Person
Set the Exact Match deduplication rule on first name and last name.

Step 5: Preview and create records

Once you have added deduplication rules in Step 4: Configure deduplication, you can preview the records to
be created in Sage CRM:

1. Click Preview Data Upload to display a list of records to be created in Sage CRM.
2. If necessary, configure how you want to process duplicates during data upload.
For more information, see Preview and duplicate settings.
3. Click Do Upload to start your data upload and create the new records in the Sage CRM database.

When your data upload is finished, Sage CRM displays the Data upload results.

If your Data Upload has erroneously created redundant records with empty fields, you can use a SQL query
to remove these records from the Sage CRM database. For example SQL queries, see Removing
redundant records.

Removing redundant records

You can use a SQL query to delete redundant records that were erroneously created in the Sage CRM
database. For example, redundant or incomplete records can be created if you uploaded data with
advanced deduplication disabled. This section provides example SQL queries you can use to delete records
whose required fields are blank.

l Removing persons with empty fields

l Removing addresses with empty fields

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Removing persons with empty fields

The following query searches for and removes person records whose Last Name and First Name fields are
blank.

PEOPLE!

update company set comp_primarypersonid=null where comp_primarypersonid

in (select pers_personid from person where pers_lastname is null and pers_firstname

is null)

delete from phone where phon_phoneid in (select phon_phoneid from vPersonPhone where
plink_recordid in (select pers_personid from Person where pers_lastname is null and
pers_firstname is null))

delete from email where emai_emailid in (select emai_emailid from vPersonEmail where
elink_recordid in (select pers_personid from Person where pers_lastname is null and
pers_firstname is null))

delete from phonelink where plink_phoneid in (select phon_phoneid from vPersonPhone

where plink_recordid in (select pers_personid from Person where pers_lastname is
null and pers_firstname is null))

delete from emaillink where elink_emailid in (select emai_emailid from vPersonEmail

where elink_recordid in (select pers_personid from Person where pers_lastname is
null and pers_firstname is null))

delete from address where addr_addressid

in (select adli_addressid from address_link where adli_personid

in (select pers_personid from person where pers_lastname is null and pers_firstname

is null))

delete from address_link where adli_personid

in (select pers_personid from person where pers_lastname is null and pers_firstname

is null)

delete from person_link where peli_Personid

in (select pers_personid from person where pers_lastname is null and pers_firstname

is null)

delete from person where pers_lastname is null and pers_firstname is null

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Removing addresses with empty fields

The following query searches for and removes address records whose Address 1 field is blank.

ADDRESSES!

update company set comp_primaryaddressid = null where comp_primaryaddressid

in (select addr_addressid from address where addr_address1 is null)

update person set pers_primaryaddressid = null where pers_primaryaddressid

in (select addr_addressid from address where addr_address1 is null)

delete from address_link where adli_addressid

in (select addr_addressid from address where addr_address1 is null)

delete from address where addr_address1 is null

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User interface reference
This section provides descriptions of the Sage CRM fields and UI elements you can use when uploading
data.

l Data upload file settings

l Mapping and deduplication settings
l Preview and duplicate settings
l Data upload results

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Data upload file settings
Available data upload file settings depend on the type of records you are uploading.

l Settings for companies and people

l Settings for leads

Settings for companies and people

Option Description

Data File Browse to select the data upload file you want to use.

When you open a previously saved data upload, this option shows the
selected data upload file name and it cannot be changed.

When you open a previously saved data upload that was run and
generated errors or duplicate records, the following additional options
are available:

l Use Data File. Reruns data upload using the original data
upload file.
Warning: Use this option with extreme caution, as it may create
duplicate records or overwrite data on your system.
l Use Error File. Reruns data upload only for those records that
generated errors during the last data upload attempt.
l Use Duplicate File. Reruns data upload only for duplicate
records that were detected during the last data upload attempt.
l View Error File. Opens the data upload error file generated
during the last data upload attempt.

Select From Existing Allows you to reuse column to field mappings configured for previous
Mappings data uploads.

You can use this option if your new data upload file has the same
columns as one of the files you uploaded previously.

This option is available only if you have uploaded companies or people at

least once.

Description Enter an informative description for your data upload.

Sage CRM uses this description to identify your data upload in the user
interface.

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Option Description

File Date Format Select the date format used in your data upload file.

Note: All dates in your data upload file must have an identical format.

Merge Rule Select how you want to treat duplicate records during your data upload.

You can either merge duplicate records with the matching existing
records or completely overwrite the matching existing records with the
records from your data upload file.

Max Contacts Per Row Specify the maximum number of person records each row of the data
upload file contains.

Note: Always keep the default value in this option.

Max Addresses Per Row Specify the maximum number of addresses on each row of the data
upload file.

Preview Rows Specify the number of data upload file rows you want to preview before
you start uploading data to Sage CRM.

Max Notes Per Row Specify the maximum number of notes on each row of the data upload
file.

Make a Group Select this check box to create a group for your data upload in Sage
CRM. The group includes all records that were created in Sage CRM
during the data upload. If you select this check box, you can use the
Groups tab in Sage CRM to view the records created by your data
upload.

Overwrite Person Default Replaces the person's default address with the one added to Sage CRM
Address during data upload. When this check box is selected, the new address is
also added as a company address.

If there is more than one address for a person in the data upload file, the
first address becomes the default one.

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Option Description

Map Selection Fields to When this option is selected, the system tries to match selection field
Codes translations from your CSV file to caption codes in Sage CRM. For
example, a person title of Chief Executive Officer gets mapped to the
caption code CEO, and stored in the database. If a selection does not yet
exist in Sage CRM, it gets added to the database. In this case, the
caption code will be the same as the selection.

When this option is not selected, selection list choices entered in the
CSV file as translations rather than caption codes are not added to the
database. The translation, for example, Chief Executive Officer, is
displayed on the person summary page for viewing, but not added to the
database. This means that when you select Change, you must set the
drop-down field to a selection that already exists in the Sage CRM
database.

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Settings for leads

Option Description

Data File Browse to select the data upload file you want to use.

When you open a previously saved data upload, this option shows the
selected data upload file name and it cannot be changed.

When you open a previously saved data upload that was run and
generated errors or duplicate records, the following additional options
are available:

l Use Data File. Reruns data upload using the original data upload
file. Use this option with extreme caution, as it may create duplicate
records or overwrite data on your system.
l Use Error File. Reruns data upload only for those records that
generated errors during the last data upload attempt.
l Use Duplicate File. Reruns data upload only for duplicate records
that were detected during the last data upload attempt.
l View Error File. Opens the data upload error file generated during
the last data upload attempt.

Select From Existing Allows you to reuse column to field mappings configured for previous
Mappings data uploads. This option is available only if you have uploaded lead
records at least once.

Description Enter an informative description for your data upload.

Sage CRM uses this description to identify your data upload in the user
interface.

File Date Format Select the date format used in your data upload file.

Note: All dates in your data upload file must have an identical format.

Merge Rule Select how you want to treat duplicate records during your data upload.

You can either merge duplicate records with the matching existing
records or completely overwrite the matching existing records with the
records from your data upload file.

Preview Rows Specify the number of data upload file rows you want to preview before
you start uploading data to Sage CRM.

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Option Description

Make a Group Select this check box to create a group for your data upload in Sage
CRM. The group includes all records that were created in Sage CRM
during the data upload. If you select this check box, you can use the
Groups tab in Sage CRM to view the records created by your data
upload.

Lead Description Enter an informative description for the lead records you are uploading.

Assign to Team Select the team to which you want to assign the lead records being
uploaded.

Do not use this option if you assign lead records using columns in your
data upload file. For more information about how to assign lead records
to Sage CRM users, see Lead.

Territory Select the territory to which you want to assign the lead records.

Assign to Users Specify the Sage CRM user to whom you want to assign the lead
records.

If you want to assign lead records to different users, create and populate
the appropriate columns in your data upload file (see Lead for details).
Then, select any user in the Assign to Users option. As a result, the lead
records are assigned to the users specified in the data upload file.

Wave Item Select the marketing campaign wave to which you want to assign the
lead records.

If you are not planning to use the lead records in a marketing campaign,
leave this option blank.

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Mapping and deduplication settings

Option Description

Belongs to Select the Sage CRM entity with which you want to associate the data upload file
column.
Note: This option
is available only To associate a column with both Company and Person, select Person in this option.
when you are As a result, the column value is automatically assigned to the company record with
uploading which the person record is associated.
company or For Phone, types Business and Fax are shared.
person records.
For Email, type Business is shared.

When Belongs to is set to Person and the number of contacts in the data upload file
settings is set to more than one, the following additional option is available:

l Order. Select the person record to which this field belongs.

Data Table Select the table in the Sage CRM database to which you want to write data from the
upload file column.

You can select one of the following tables: 

l Addresses
l Email
l Phone
l Notes

If in Belongs to you have selected Company or Person, leave Data Table blank.

Note: Fax numbers belong to the Phone table, with the type set to Fax.

When Data Table is set to Address or Notes, and the number or addresses or
notes in the data upload file settings is set to more than one, the following additional
option is available:

l Order. Select the address or note record to which this field belongs.

Field Name Select the Sage CRM field you want to populate with values from the upload file
column.

If each column cell includes multiple values, you can insert them into several Sage
CRM fields. For more information, see Mapping multivalued column cells.

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Option Description

Match User Fields Specify what value on the user table you want to match when you are mapping a
column in your data file to a User Select field.

For example, if the file you are uploading contains the full user name, you can
specify "Firstname Lastname" to insert the correct User ID.

Note: This option is available only for User Select columns.

<FieldName> Allows you to assign a category to the data in the upload file column.
Type
Note: This option is available only when: Belongs to is set to Person or Company
and Data Table is set to Address, Phone, or Email.

Dedupe Rule Select a condition to detect duplicate records during your data upoload.

You can select one of the following:

l Exact Match. A record is detected as a duplicate if the column cell value

exactly matches the value in the mapped Sage CRM field.
l Phonetic. A record is detected as a duplicate if the column cell value
phonetically matches the value in the mapped Sage CRM field.
For example, an uploaded company named Greatecom is detected as a
duplicate of an existing company named Gatecom.
l First Letter Match A record is detected as a duplicate if the first character of
the column cell value matches the first character of the value in the mapped
Sage CRM field.
For example, an uploaded company named Design Right Inc. is detected as
a duplicate of an existing company named Davis & Son Publishing Ltd.
l Begins With A record is detected as a duplicate if the column cell value
begins with the same characters as the value in the mapped Sage CRM
field.
For example, an uploaded company named Design Right Inc. is detected as
a duplicate of an existing company named Des Barnes Sign Makers.
l Contains. A record is detected as a duplicate if the column cell value
contains the string in the mapped Sage CRM field.
For example, an uploaded company named Design Right is detected as a
duplicate of an existing company named Design Right Management.
l Not Equal To A record is detected as a duplicate if the column cell value
does not match the value in the mapped Sage CRM field.
You can use this condition when you don't want the imported value to
overwrite the existing value in the mapped Sage CRM field. For example,
use this condition if you want to have a single person record associated with
a company record.

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Option Description

Save Saves the current settings.

Clear Mappings Clears the current mapping specified for the data file column.

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Preview and duplicate settings

Option Description

Source Specify the source of the records being uploaded.

Note: You can use this You can select one of the following:
option to specify the same
l Phone
source to all records being
uploaded. If you want to l Email
specify different sources
l Fax
for different records,
create a new column in l Web
your data upload file, l Letter
enter a source for each
record, and map the file l Employee
column to the appropriate l Customer Referral
Sage CRM field.
l Advertisement
l Trade Press
l Tradeshow
l Import

To create a new source and assign it to the records, select --New--, and
then complete the following additional options:

l Source Code. Enter the code with which you want to identify the
new source.
l Source Description. Enter the source name (caption) to be
displayed in the Sage CRM user interface.

Append To Log File Adds new data to the existing data upload log file without overwriting its
contents.

Overwrite Log File Completely overwrites the contents of the log file with new data.

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Option Description

Process Duplicates Select this option to view and process duplicate records interactively as
Interactively Sage CRM finds them during data upload.

Note: To use this option, With this option selected, when Sage CRM finds a duplicate record in
you must have advanced your data upload file, your data upload pauses and Sage CRM displays
deduplication enabled in a page that lists one or more existing records that match the duplicate.
Sage CRM.
On that page, you can do one of the following:

l Merge the duplicate record in your file with an existing record in

the Sage CRM database or overwrite the existing record
completely. To do so, click the name of the existing record Sage
CRM displays.
The action that Sage CRM performs (merge or overwrite)
depends on the Data upload file settings you have configured.
When you merge a duplicate company record with an existing
company, Sage CRM also detects any person matches
according to the deduplication rules you have configured for
person records.
l Add the duplicate record as a new record to the Sage CRM
database without overwriting or merging it with any of the existing
records. To do so, click the Add Record Anyway button.
Warning: Do not perform this action unless absolutely necessary,
as it can lead to the creation of duplicate records in the Sage
CRM database.
l Skip the duplicate record without adding any data into the Sage
CRM database. To do so, click the Skip Record button.

Once you have selected one of these actions, your data upload resumes.

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Option Description

Process Duplicates in Batch Select this option to automatically copy duplicate records to a separate
file and process them later. This option allows you to complete data
Note: uploads faster.
To use this option, you
must have advanced With this option selected, when Sage CRM finds a duplicate record in
deduplication enabled in your data upload file, it does not pause your data upload. Rather, Sage
Sage CRM. CRM copies the duplicate record to a separate file without writing the
duplicate record to the Sage CRM database. The duplicate file has the
same format as your original data upload file (that is, XLS, XLSX, or
CSV).

You can use the created duplicate file to interactively process the
duplicates later by selecting the Process Duplicates Interactively
option.

When you select Process Duplicates in Batch, you can use the
following additional option:

l Batch Size. Recommended for slow connections. Enter the

number of lines in the data upload file you want Sage CRM to
process at a time. For large data upload files, the recommended
value is 70.

Preview Data Shows how the data will look like in Sage CRM. Use this preview to
verify that the mappings you have configured are correct and the data
will be written to the appropriate Sage CRM fields.

The first header row in the table shows the names of Sage CRM
database tables to which data will be written.

The second header row shows the names of Sage CRM fields to which
data will be written.

Do Upload Starts your data upload.

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Data upload results
This page provides information about the number of records processed, ignored, and added, and duplicates
found, if any.

You can use the following elements:

l View Log File. Opens the Data Upload log file. Use this file to view and troubleshoot any errors that
occurred during your data upload.
l View Error File. Opens the automatically generated file containing records that were not uploaded
to Sage CRM because of errors. This button is available only if any errors occurred during your data
upload. This file has the same format as your original data upload file (that is XLS, XLSX, or CSV).
You can fix the errors shown in the log file and use the error file to upload the records again. To do
so, select the Use Error File radio button. This ensures that information is written to the same group
you used for the original data upload.
l View Duplicate File. Opens the file containing the duplicate records that were not uploaded to
Sage CRM. This button is available only if you have selected to process duplicates in batch in
Preview and duplicate settings and Sage CRM found one or more duplicates during data upload.
This file has the same format as your original data upload file (that is, XLS, XLSX, or CSV). You can
use the created duplicates file to interactively process the duplicates later.
l Group Created. Indicates that a group was created in Sage CRM for your data upload. To view the
created group, click the hyperlink next to this element (on the example screenshot above, this is
Import from Companies.csv).

Before retrying your data upload, review the log, error, and duplicate files generated by Sage CRM. On a
Sage CRM server, you can find these files in the following default location:

%ProgramFiles(x86)%\Sage\CRM\CRM\DataUpload

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Products
l Setting up a simple Product structure
l Setting up a complex pricing structure
l Editing a Product
l Deleting a Product
l Working with Opportunity Items

Setting up a simple Product structure

If you use the default Product configuration settings and your system does not contain demo data, you can
set up a simple Product structure. If your system contains demo data, you must deactivate all existing UOMs
and Price Lists (except the Default Price List) before setting up a simple Product structure.

With the default configuration settings, you can set up Products and Product Families, and configure
Products, in the following order:

1. Setting up Products
2. Setting up Product Families
3. Configuring Products
4. Product configuration fields

Setting up Products
1. Click <My Profile> | Administration | Data Management | Products.
2. Click the Products tab and click New.
3. Type the name of the product in Product Name.
4. Type the code for the product in Product Code.
5. Click Save and then click Change.
6. Add a price for the product. You can add prices for all currencies specified on the Product
Configuration tab. Users can create Quotes and Orders and add Line Items to them based on the
prices and currencies included in the pricing matrix. If prices haven't been specified for Products in a
particular currency, users cannot add the product (in that currency) to a Line Item.
7. Click Save and then click Continue.

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 8. You can continue to add several products in the same way. The list of new Products you set up is
displayed.

When a user adds a Line Item with this pricing system, they select the product they want using the Product
search select field, the List Price and Quoted Price fields are completed automatically.

Setting up Product Families

Product Families are used to categorize different types of products. They do not affect pricing in any way.
However, they make it easier for users to find the product they want when they are creating line items, as
they can first select a Product Family and then the Product they want within that family. For example, if you
sell different types of software systems, you may want to categorize them into CRM Systems, Accounting
Systems, and ERP Systems.

1. Click <My Profile> | Administration | Data Management | Products.

2. Click the Product Families tab.
3. Click New.
4. Type the name of the Product Family in Name and add a description in Description.
5. Click Save and then Continue.
6. To create more product families, click New. The Product Families are displayed in a list.

Configuring Products
Product configuration settings determine how Products are set up and how end users work with them.

1. Click <My Profile> | Administration | Data Management | Products.

2. Click the Product Configuration tab.
3. Click Change.
4. Make changes to the Product configuration fields.
5. To allow users to create quotes and orders in multiple currencies, specify the currencies in Sales
Currencies Supported.
6. Click Save.

Upgrade Products on the Product Configuration page transfers existing opportunity items to the Products
tab. This button is available only if you've upgraded from a previous version of Sage CRM. For more
information, see Working with Opportunity Items .

Product configuration fields

The table below explains the fields on the Product Configuration screen.

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Field Description

Use Pricing Lists Allows you to create different pricing lists so that products can be sold at
different prices. For example, you may want to set up a Wholesale
pricing list and a Retail pricing list. If set to No, there is one price for each
product.

Once you have created Price Lists and applied them to Products, you
cannot disable this option until you deactivate the Price Lists.

Note if you set this option to No, the Price Lists tab will not be visible after
you click Save.

Use Units Of Measure When set to Yes, products can be sold in single units or in different
multiples, for examples packs of 6 and packs of 12. Pricing can be then
applied to the Unit of Measure (UOM). If set to No, prices are applied to
single products only.

Note if you set this option to No, the Units of Measure tab will not be
visible after you click Save.

Automate Opportunity When this option is switched on, clicking

Creation
New menu button and selecting Quote or Order automatically creates an
Opportunity in which the new Quote or Order resides. If it is switched off,
however, users cannot create new Quotes and Orders with the New
menu button, they can only create them from within an existing
Opportunity.

Order Level Discount When set to Yes, adds an order level discount section to the Quote and
Order screen. This enables users to apply a discount to an entire order,
not just to individual line items.

Sales Currencies Supported Select the system currencies that products can be priced in. An
Opportunity and all associated Quotes and Orders will be in the currency
that was selected for the first Quote or Order created. This field is
available only on accounts that support multiple currencies. To enable
this field, click Data Management | Currency Configuration and set Is
Single Currency to No.

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 Field Description

Quote Format The format of the Quote’s reference ID. This can be set up by using the
following options, along with any other text and numbers you need:

l #C – current user primary channel (Team) id

l #H – current user primary channel name - e.g. 'Operations'
l #L – current user logon - e.g. 'mayes'
l #U – current user id
l #O – opportunity id of the parent opportunity
l #I – Orde_OrderQuoteID / Quot_OrderQuoteID
l #N – number of quote / order within opportunity
l #D – day part of current datetime (two digit format)
l #M – month part of current datetime (two digit format)
l #Y – year part of current datetime (two digit format)

Order Format The format of the Order’s reference ID. This can be set up by using the
same options as used for the Quote Format, along with any other text
and numbers you need

For example: ORD20#Y-0000#I would give you ORD2014-0000514, for

the 514th order in the system, added in 2014.

Default Quote Expiration Select the number of days after the day it was created that you want
Date After quotes to expire in.

Setting up a complex pricing structure

You can create a complex pricing structure by setting up Price Lists, Units of Measure (UOM), and Product
Families. You should set it up by completing the tasks in the following order:

1. Configuring Products
2. Setting up Price Lists
3. Setting up Units of Measure Families
4. Setting up Units of Measure
5. Setting up Product Families
6. Setting up Products in a matrix

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Setting up Price Lists
Price Lists allow you to sell the same product at different prices. For example, you might want to sell your
product to wholesalers at one price and at a higher price to end users. This example illustrates how to set up
two Price Lists, Wholesale and Retail.

1. Click <My Profile> | Administration | Data Management | Products.

2. Click the Price Lists tab and click New.
3. Type the name of the Price List in Name. For example, Wholesale.
4. Type a description of the list in Description.
5. Click Save and then Continue.
6. Create a second Price List called Retail in the same way. Both Price Lists are displayed on the Price
Lists tab.

Setting up Units of Measure Families

If you want to sell products in certain quantities you need to set up UOMs, however the UOMs must first be
bundled into UOM Families. Let’s say you want to sell User Licenses in quantities of 10, 20, and 50 only. You
need to create a unit of measure family called User Licenses, and then create UOMs of 10, 20, and 50.

1. Click <My Profile> | Administration | Data Management | Products.

2. Click the Units Of Measure tab and click New.
3. Type the name of the UOM Family in Name. For example, User Licenses.
4. Enter a description in Description.
5. When you click Save, the UOM Family you created is displayed on the Unit Of Measure screen.
6. To create more UOM Families, click New.

Setting up Units of Measure

To create a UOM as part of a UOM Family:

1. Click <My Profile> | Administration | Data Management | Products.

2. Click the UOM Family.
3. Click New UOM.
4. Type a name for the UOM in Name. For example, 5 User Pack.
5. Type a description in Description.
6. Type a quantity of units that are contained in this UOM in Units. In this example, the quantity is 5.

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 7. Click Save and add three more UOMs in the same way—10 User Pack, 20 User Pack, and 50 User
Pack. The UOMs are displayed on the Unit Of Measure screen.

Setting up Products in a matrix

Once you've set up Product Families, Lists and UOMs, you can create Products and pricing within a matrix
that reflects these items.

1. Click <My Profile> | Administration | Data Management | Products.

2. Click the Products tab and click New.
3. Type the product name in Product Name. For example, CRM Standard.
4. Type the product code in Product Code. For example, 00010.
5. Assign a product family to the Product Family field using the Search Select Advanced buttons.
6. Select a Unit of Measure Category from Unit Of Measure Category.
7. Click Save. The Product page is displayed with panels for existing Price Lists.
In this example, there are two Price Lists, Wholesale and Retail which lists existing UOMs. If you
configured the system to use multiple currencies for Products, additional columns are available so
that you can specify prices for all of the currencies.
8. Click Edit and enter a price for each UOM in each price lists.
9. Click Save and then click Continue.
10. Continue to create more products in this way. The new Products are displayed on the Products tab.
The user can now begin creating a Quote and select the Pricing List to be used, for example
Wholesale or Retail.

If you configured the system to use multiple currencies for Products, the user can also select the currency to
be applied to the Quote or Order, and all subsequent Line Items.

When the Line Item is added to the Quote, the Product Family, Product, and Unit Of Measure can be
specified. As a result, the correct price is automatically added to the List Price and Quoted Price fields. The
value Quoted Price field can be changed to provide a line discount, which will be reflected in the Line Item
Discount field when the item is saved.

Editing a Product
1. Click <My Profile> | Administration | Data Management | Products.
2. Enter the product name in the Products Find page and click Find.
3. Click the product hyperlink.
4. Click Change.

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 5. Make your edits. For example, you can change the list price of an existing product in List Price.
Users see the new price when they select the product in the future. Products already linked to
opportunities at the old price aren't affected.
6. Click Save.

Deleting a Product
You can delete a Product that's not associated with a quote or an order. If a Product is no longer used, but is
associated with a quote or an order, you can set the status to Inactive to prevent users selecting the Product
in the future.

You can also delete a Product Family from the Product Families tab, if there are no Products associated with
the Product Family

1. Click <My Profile> | Administration | Data Management | Products.

2. Enter the product name in the Products Find page.
3. Click Find.
4. Click the product hyperlink.
5. Click Delete and click Confirm Delete.

Working with Opportunity Items

Opportunity Items is the predecessor of the Quotes and Orders product functionality. If you've upgraded
from a previous version of Sage CRM, you can use Quotes and Orders instead of Opportunity Items or
continue using Opportunity Items. If you're using a newer version of Sage CRM, Opportunity Items is
automatically replaced by the Quotes and Orders product functionality and Use Opportunity Items settings
aren't available.

1. Click <My Profile> | Administration | System | System Behavior.

2. Click Change.
l To use Quotes and Orders instead of Opportunity Items, ensure Use Opportunity Items is
set to Quotes and Orders.
l To continue using Opportunity Items instead of Quotes and Orders, set Use Opportunity
Items to Opportunity Items .
3. Click Save.

To transfer existing Opportunity Items to the Products tab, click Upgrade Products on the Product
Configuration page.

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Multicurrency support
l Currency considerations
l Enabling multicurrency support
l Changing the base currency
l Setting up currencies and rates
l Setting currency preferences

Currency considerations
Before setting up currencies and currency fields, please note the following:

l Decide on the base currency at the beginning of your implementation and do not change it.
l Decide on a process for maintaining the currency rates against the base currency—how often, and
by whom. For some organizations, a quarterly update may be sufficient. Others may decide on daily
or weekly.
l Currency fields allow you to specify a value and a currency. The value remains the same on the
record regardless of exchange rate changes. If a customer is quoted USD 100,000 for a project, it
will remain USD 100,000. This is the value stored in the database. However, a user reporting on the
data in another currency may see a change in the project value, if the exchange rates have been
changed since the last time the report was run.
l The converted values of currency fields are calculated by triangulation. The monetary value entered
by the user is divided by the currency specified to get the value in the base currency, then multiplied
by the exchange rate specified for the user's preferred currency.

Enabling multicurrency support

Multicurrency support different users to use different currencies. For example, a user in the UK can quote in
Sterling, a user in Germany can quote in Euro, and a financial controller in the US can run a forecast report
in US dollars. Multicurrency support is enabled by default if you install demo data during the Sage CRM
installation.

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 1. Click <My Profile> | Administration | Data Management | Currency Configuration.
l To enable multicurrency, ensure Is Single Currency is set to No.
l To disable multicurrency, set Is Single Currency to Yes. The default currency is displayed
in read-only format against all currency type fields in Sage CRM.
2. If you installed demo data and want to check which currency is the default currency, click <My
Profile> | Administration | Data Management | Currency Configuration. The default currency is
displayed in Base Currency.

Changing the base currency

You can change the base currency to any other currency that's set up in the system.

1. Set the rate of the new base currency to 1. You can't edit the details of the base currency.
2. Click <My Profile> | Administration | Data Management | Currency Configuration.
3. Click Change.
4. Select the new currency from Base Currency.
5. Click OK and click Save.
6. To confirm the base currency, click <My Profile> | Administration | Data Management |
Currency.
7. Manually change all existing exchange rates to reflect the new base.

Setting up currencies and rates

When you've defined the base currency, you can set up other currencies.

1. Click <My Profile> | Administration | Data Management | Currency.

2. Click New.
3. Complete the Standard currency fields and Custom currency fields.
4. Click Save.
5. If the correct description does not automatically appear when you save the currency, check that you
have entered the correct symbol. If the description is still not displayed, set up a new translation
using the Currency Symbol as the Caption Code. For more information, see Translations and help.

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Standard currency fields

Field Description

Description Currency description. For example, USD, EUR, GBP. The currency
description is maintained in <My Profile> | Administration |
Translations using the Caption Family CurrencyCodes.

Symbol Currency symbol. For example, $, £.

Precision Number of decimal places to which converted values in this currency

must be calculated. This setting is overridden by the Decimal Places
user preference setting. For more information, see User Preferences
fields.

Rate Conversion rate against the base currency. When you are adding the
base currency, set this to 1.

Custom currency fields

You can convert existing fields to currency fields, or add new currency fields to tables and screens. For
example, you could add a new Cost of Sale field to the Opportunity table with a Currency entry type, and
then add this field to the Opportunity Detail Screen. For more information, see Fields.

Setting currency preferences

You can set your currency preference to any currency that has been set up in Sage CRM.

1. Click <My Profile> | Preferences.

2. Click Change.
3. Set Currency to your preferred currency.
4. Click Save. A converted value is displayed beside any currency values entered. Values from
currency fields are displayed as converted values in reports.

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Sales Forecasts
l Changing Forecast settings
l Forecast settings

Changing Forecast settings

Sales Forecast configuration settings are applied to all Forecasts created by users.

1. Click <My Profile> | Administration | Data Management | Forecast.

2. Click Change.
3. Change the Forecast settings.
4. Select Save.

Forecast settings
The following table describes the fields on the Forecasts settings page.

Field Description

Fiscal Year Start Month Select the month that your fiscal year starts in from this field. For
example, if your fiscal year starts in April, your Q2 comprises July,
August, and September.

Overwritable Forecast When set to Yes, the user can override the forecast figures, which is
calculated automatically in the Forecasts tab.

Forecast Precision Specify the decimal place precision of forecast figures in this field.

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Related entities
l Adding new relationship types
l Relationship definition fields
l Changing relationship types
l Deleting relationship types
l Customizing related entities Search Select Advanced lists
l Reporting on related entities

Adding new relationship types

Note: You must be a System Administrator or an Info Manager to add new relationship types.

You can set up relationship types to reflect many-to-many reciprocal relationships between primary entities.
Users can then define the relationships using the Relationships tab displayed on all primary entities.

1. Click <My Profile> | Administration | Data Management | Manage Relationship Types.

2. Click New.
3. Complete the Relationship definition fields.
l Select the Parent/Child relationship type for relationships where there is an obvious
hierarchy or a concept of "ownership" involved.
l Select the Sibling relationship type where the relationship is of an "influencing" or "affecting"
nature.
l Be consistent with the naming conventions of your relationship types. It is recommended
that "doing words" (verbs) using the same tense form the basis of the Relationship Name.
This format helps the End User "read" the Relationship screen from the current context at
the top downwards: [noun] + [verb] + [noun].
l For example, to track the influence of Company Directors on your customer base, you could
create a Parent/Child Relationship Type. The Parent Entity is the Person, who Directs
(Relationship Name on Parent) the Company (Child Entity). The Company is Directed By
(Relationship Name on Child) the Person.
4. Click Save.

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Relationship definition fields
Field Description

Relationship Type Select from Parent/Child or Sibling. For example, Parent/Child.

Parent/Sibling Entity Select the Parent or Sibling from a list of primary entities. For example,
Person.

Child/Sibling Entity Select the Child or Sibling from a list of primary entities. For example,
Company.

Relationship Name (On The relationship name of the Parent or first Sibling Entity. For example,
Parent/Sibling Entity) Directs.

Relationship Name (On The relationship name of the Child or second Sibling Entity. For
Child/Sibling Entity) example, Directed By.

Description A long description of the relationship type. For example, Influence of

Directors on Company.

Display Color The color of the heading of the entities grouped into this relationship
type.

Changing relationship types

Once you've set up a relationship type, you can change the names, description and display color, but not the
entities.

1. Click <My Profile> | Administration | Data Management | Manage Relationship Types.

2. Click the relationship you want to change.
3. Click Change.
4. Make your changes and click Save.
5. Click Continue.

Deleting relationship types

1. Click <My Profile> | Administration | Data Management | Manage Relationship Types.
2. Click the relationship you want to delete.

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 3. Click Delete. A warning is displayed if relationships have already been set up using this relationship
type.
4. Click Confirm Delete.

Customizing related entities Search Select

Advanced lists
To customize Search Select Advanced lists for related entities, change translations with a caption family of
SS_RelViewFields. For example, the current Search Select Advanced list for cases displays the Company
Name, Case Reference ID, and Case Description. You can change this to display the first and second
columns only.

1. Click <My Profile> | Administration | Customization | Translations.

2. Search for the caption family SS_RelViewFields.
3. Click the caption code hyperlink for the Search Select Advanced list.
4. Modify the language translations. For example, you could remove a column.
5. Click Save.

Reporting on related entities

Sample reports for related entities are included in Reports | General. They use the
vListRelatedEntityReportData view to display information about related entities. You can use this view to
create new views for the Company or other entities to display related entities information.

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Groups
l Technical overview of groups
l Configuring HTML mass emails
l Performing mass operations
l Adding group information to a tab
l Adding buttons to the Groups screen

Technical overview of groups

Groups are based on SQL views that retrieve records from a specific entity. The view is generated by a
query and must return the unique ID of the entity on which the view is based. You can edit an existing view or
add a new view. For more information, see Creating a view for a group.

Note: Editing a group modifies the underlying SQL query for the group.

A group can be static or dynamic:

l A static group stores the query that generated the group and a snapshot of the records that
matched the query criteria when the group was created. Users can add additional records to the
group by rerunning the query or manually adding them through the user interface.
l A dynamic group stores only the query that generated the group contents. Each time a user opens
a dynamic group, the query is run and the group contents are refreshed.

Group information is stored as key attribute data. For more information, see Viewing key attribute data
generated by groups and Introduction to key attribute profiling.

l When a user creates a static group, a piece of key attribute data is saved with the group and the
group members.
l When a user performs an action against a static or dynamic group and selects a Parent Category
value, a piece of key attribute data is saved with the action and all records affected by the action.
l You can use the key attribute data to generate reports, create a new group, or perform a follow-up
action. For more information, see Creating a report based on key attribute data.

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Viewing key attribute data generated by groups

Note: You cannot access key attribute data for a private group. For more information, see Group fields in
the User Help.

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes | Categories.

2. Scroll through Key Attribute Categories to display the relevant group or action information.
l A static group is displayed as a child category of Group Entries. The Key Attribute field
stored against the group member records is Inclusion. This allows a record added through
a static group to be included or excluded when the group is used.
l An email on a static or dynamic group is displayed as a child category of Default Activities |
Emails. The Key Attribute field stored against the group members is Activity Date which
represents the date on which the email was generated.
l A group export on a static or dynamic group is displayed as a child category of Default
Activities | External Actions. The Key Attribute field stored against the group members is
Activity Date which represents the date on which the export was performed.
l A task on a static or dynamic group is displayed as a child category of Default Activities |
Internal Actions. The Key Attribute field stored against the group members is Activity Date
which represents the date on which the action was performed.
l A mail merge on a static or dynamic group is displayed as a child category of Default
Activities | Mail Merge. The Key Attribute field stored against the group members is
Activity Date which represents the date on which the merge was performed.
3. To search for a group or action enter the group or action name in Search String and click Find.

Configuring HTML mass emails

Mass emails are sent from the Sage CRM server and do not require Outlook integration. You can send
mass emails as text or HTML, with file attachments and inline images.

To send mass emails as HTML and to include inline images, do the following.

1. Click <My Profile> | Administration | Email And Documents | Email Configuration.

2. Click Change.
3. Set Send Email As HTML to Yes.
4. Click Save.
5. Click <My Profile> | Administration | Email And Documents | Email Aliases.

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 6. Click the mailbox from which you want to send mass emails and click Change. If the email address
from which you want to send mass emails is not listed, click New to create an entry for it.
7. Select Enabled as a From address and Enabled as a Reply to address. For more information,
see Setting email aliases.
8. Click Save.

Performing mass operations

You can simultaneously run the same operation on multiple records in a group.

For example, you can update the same field on multiple records, selectively delete records in a group, and
delete documents and communications linked to Person and Lead records in a group.

l Enabling mass operations

l Updating the same fields on records in a group
l Updating territory on records in a group
l Deleting documents and communications in a group

Enabling mass operations

To perform update and delete operations on multiple records in a group, you need to enable mass
operations first.

1. Click <My Profile> | Administration | System | System Behavior.

2. Click Change.
3. Set Allow mass operations to Yes.
4. Click Save.

Updating the same fields on records in a group

You can simultaneously update the same fields in selected records within a group. For example, if four
people in a group move to a new region, you can use mass update to update the Region field for all four
records at once.

1. Ensure mass operations are enabled. For details, see Enabling mass operations.
2. Back up the database and ensure all users are logged out of Sage CRM. For details, see Locking
the system.
3. Click My CRM | Groups.
4. Click the name the group that you want to update.

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 5. To exclude a record from the update, select Exclude.
6. Click Mass Update.
7. Select the fields you want to update and click Continue.

Note: Search Select Advanced fields are not available for mass update.

8. Specify the new value for the field and click Save.
9. Click OK and click Continue.

Updating territory on records in a group

You can simultaneously update the Territory field on selected records in a group.

1. Ensure mass operations are enabled. For details, see Enabling mass operations.
2. Back up the database and ensure all users are logged out of Sage CRM. For details, see Locking
the system.
3. Click My CRM | Groups.
4. Click the name of the group that you want to update.
5. Click Update Territory.
6. Select the new group territory from Territory name.
7. Click Save.
8. Click GO and click Continue.

Deleting documents and communications in a group

You can delete documents and communications from Person and Lead records in a group. Note that in
some cases Sage CRM deletes only links to documents or communications.

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 Your action Result

You delete a document or communication for all of Sage CRM does the following:
its associated Person and Lead records in Sage
CRM. l Permanently deletes the document.
l Flags the communication as deleted. The
communication is no longer visible to the
users.

You delete a document or communication for some Sage CRM deletes only links to the document or
of its associated Person and Lead records in Sage communication from the records.
CRM.
Sage CRM keeps the document or communication
and links to other records associated with the
document or communication.

To delete documents and communications in a group:

1. Ensure mass operations are enabled. For details, see Enabling mass operations.
2. Back up the database and ensure all users are logged out of Sage CRM. For details, see Locking
the system.
3. Click My CRM | Groups.
4. Click the name of the group that includes the documents and communications you want to delete.
5. To exclude Person or Lead records from the delete operation, select the Exclude check box next to
the records.
6. Click Mass Delete.
7. In the dialog box that opens, select the check boxes next to the items you want to delete.

8. Click Delete. If prompted, confirm that you want to delete the selected items.

Adding group information to a tab

Note: You must be a system administrator or info manager with Key Attributes rights.

You can display group key attribute data on the record that it is stored against so users can view and change
the data. For example, a tab containing key attribute data in the person context can display mail merges and
email blasts performed against the person, and the groups to which the person belongs. You cannot access
key attribute data for a private group. For more information, see Group fields in the User Help.

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 1. Create a new key attribute category group for the group data. For more information, see Defining
key attribute profiling category groups.
2. To display the key attribute information on a tab in the context of a record, click <My Profile> |
Administration | Customization | Primary Entities / Secondary Entities | <Entity>.
3. Click the Tabs tab and click the Edit icon beside the tab group name.
4. Complete the Tab Properties fields.
a. Set Action to other.
b. Set System Act to Key Attributes. For more information, see Tab customization actions.
c. Set Key Attribute Category Group to the category group you created.
d. Click Add.
5. Click Add and then click Save.

Adding buttons to the Groups screen

1. Click <My Profile> | Administration | Advanced Customization | System Menus.
2. Click the GroupButtons link.
3. Use the fields on the Properties panel to add buttons to the screen. For more information, see Tab
Properties fields.

Note: Any script that you enter in SQL is ignored.

4. Bitmap lists images in the Icons folders. To select an image that displays as a button, ensure the
image is stored in the Icons folders and the Buttons folders.
l %ProgramFiles(x86)%\Sage\CRM\<CRM Instance Name>\WWWRoot\Themes\Img\
[ThemeName]\Icons
l %ProgramFiles(x86)%\Sage\CRM\CRMDPP\WWWRoot\Themes\Img\Color\Icons
l %ProgramFiles(x86)%\Sage\CRM\<CRM Instance Name>\\WWWRoot\Themes\Img\
[ThemeName]\Buttons
l %ProgramFiles(x86)%\Sage\CRM\CRMDPP\WWWRoot\Themes\Img\Color\Buttons

The context available to ASP pages and .NET extensions changes according to the current user and the
group that's accessed. The Key0 value in the URL indicates which entity is in context. For example, in
http://[servername]/
[installname]/CustomPages/Test.asp?SID=30356227028747&F=&J=Test.asp&Key0=4&Key4=4&K
ey25=111

l Key0 = 4 indicates that the current user is in the main context.

l Key4 = 4 indicates that the current user has a user_userid of 4.

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 l Key25 = 111 indicates that the current user has selected the group with value 111.

Deleting documents and

communications
l Deleting all documents for a person
l Deleting all communications for a person
l Deleting all communications for a lead

Note: You can also delete documents and communications for multiple Person and Lead records at
once. For details, see Deleting documents and communications in a group.

Deleting all documents for a person

Note that in some cases Sage CRM deletes only links to documents.

Your action Result

You delete documents that are not linked to any Sage CRM permanently deletes the documents.
other records in Sage CRM.

You delete documents that are linked to other Sage CRM deletes only links to the documents
records in Sage CRM. from the Person record, but keeps the underlying
documents.

1. Ensure mass operations are enabled. For details, see Enabling mass operations.
2. Back up the database and ensure all users are logged out of Sage CRM.
3. Find and open the person whose documents you want to delete.
4. Click the Documents tab.
5. Click Delete All Documents, then Confirm Delete.

Deleting all communications for a person

Note that in some cases Sage CRM deletes only links to communications.

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 Your action Result

You delete communications that are not linked to Sage CRM flags the communications as deleted
any other Person records in Sage CRM. and the communications are no longer visible to the
users.

You delete communications that are linked to other Sage CRM deletes only links to the
Person records in Sage CRM. communications from the Person record, but
keeps the communications and links to other
Person records associated with the
communications.

1. Ensure mass operations are enabled. For details, see Enabling mass operations.
2. Back up the database and ensure all users are logged out of Sage CRM.
3. Find and open the person whose communications you want to delete.
4. Click the Communications tab.
5. Click Delete All Communications, then Confirm Delete.

Deleting all communications for a lead

Note that in some cases Sage CRM deletes only links to communications.

Your action Result

You delete communications that are not linked to Sage CRM flags the communications as deleted
any other Lead records in Sage CRM. and the communications are no longer visible to the
users.

You delete communications that are linked to other Sage CRM deletes only links to the
Lead records in Sage CRM. communications from the Lead record, but keeps
the communications and links to other Lead
records associated with the communications.

1. Ensure mass operations are enabled. For details, see Enabling mass operations.
2. Back up the database and ensure all users are logged out of Sage CRM.
3. Find and open the lead whose communications you want to delete.
4. Click the Communications tab.
5. Click Delete All Communications, then Confirm Delete.

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Reports
Note: System administrators and info managers can create and manage reports.

l PDF report requirements

l Creating a report
l Cloning a report
l Charts
l Managing reports

PDF report requirements

To display charts in a PDF report, Sage CRM uses HTML5.

To display extended characters in PDF reports, install the Arial Unicode MS font on the client machine.

1. Copy arialuni.ttf from the %WinDir%\Fonts folder to the %ProgramFiles(x86)%\FOP folder.

2. Edit the %ProgramFiles(x86)%\FOP\fonts.bat file. For information, read the notes in the file. Close
the batch file and run it.
3. Copy the resultant XML file into the %ProgramFiles(x86)%\FOP\Fonts folder.
4. Add the following XML code to %ProgramFiles(x86)%\FOP\conf\userconfig.xml:
<font metrics-file="fonts/ArialUni.xml" kerning="yes"embedfile="
%systemroot%/fonts/ArialUni.ttf"> <font-triplet name="ArialUnicodeMS"
style="normal" weight="normal"/> <font-triplet name="ArialUnicodeMS"
style="normal" weight="bold"/> <font-triplet name="ArialUnicodeMS"
style="italic"
weight="normal"/> <font-triplet name="ArialUnicodeMS" style="italic"
weight="bold"/></font>

5. Ensure the value for the embed-file tag exists.

embed-file="%systemroot%/fonts/ArialUni.ttf"

6. Reset IIS.

Creating a report
1. Click Reports | <Report Category>.
2. Click New.

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 3. Complete the Report Details panel fields. When you select a Source View, the Select Column
panel appears.
4. Use the Select Column panel fields and buttons to select columns for the report contents and click
Continue.
5. Specify search criteria for the report and click Continue.

Note: When you select Relative and Week in the search criteria, the report doesn't return data
for the last seven days. Rather, it returns data for the seven days prior to the start of the current
week, which is set in the My week starts on option in the user preferences.

6. Complete the Report Formatting panel fields to define how data is displayed in the report.
7. To add a chart to the report, complete the Chart Options panel fields.
8. Click Save.

Report Details panel fields

Field Description

Name The name of the report. This must be unique across all users and categories.

Source View The name of the view used for the report. A view is a virtual table that pulls data
from one or more database tables and presents it in the report.

For a list of views that you can use in reports, see Report views. If a view containing
the fields that you require is not listed, you can create a new view. For more
information, see Creating a view.

When you select a view, the Select Column panel is displayed. For more
information, see Select Column panel fields and buttons.

Category The category that contains the report.

Report Type l List displays data as a list. When you select this option, the Auto
Hyperlinking field is displayed.
l Cross Tab displays data as a grid. A row represents one field, a column
represents another field and the intersection of rows and columns
summarizes data. When you select this option, the Cross Tab Category
field is displayed.
l Historical displays data within a specified date range. When you select this
option, the In Range Field, Out of Range Field, and Date Partition fields
are displayed. For more information, see Select Column panel fields and
buttons.

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Field Description

Report Style The style applied to the report. Standard with grids displays grid lines on the chart
section of a report.

You can define styles and make them available from this field. For more
information, see Adding a new report style.

Rows Per Page The number of rows of data on each page of a list report that's displayed on screen.
The report header, title, and footer are not counted as rows.

Description A free text description of the report.

Private Report A private report is not displayed to other users.

Auto Hyperlinking Links are automatically created from the contents of a list report that's displayed on
screen to relevant Sage CRM records. For example, a company name opens the
company summary page. Hyperlinks are available on predefined fields only.

Show Original The currency values entered in the system are used in reports. This is available in
Currency Values multicurrency systems only. For more information, see Enabling multicurrency
support.

Currency fields are displayed in reports to the decimal precision defined in Base
Currency. For more information, see Changing the base currency. Numeric fields
are displayed in reports to the decimal precision defined in <My Profile> |
Preferences.

Select Distinct Duplicate rows are removed from the report output. For example, in a report listing
Values companies with high priority cases, the company Design Right has two high priority
cases so it appears twice. If Select Distinct Values is selected, Design Right
appears once.

Filter By Current The report contains data that's applicable to the current user only. For example, a
User Communication list report displays communications scheduled for the current user
only.

Filter By User’s The report contains data that's applicable to the current user's primary team only.
Primary Team For example, an Opportunity list report displays opportunities assigned to current
user's team only.

Filter By User’s The report contains data that's applicable to the current user's home territory only.
Home Territory For example, an Opportunity list report displays opportunities in the current user's
home territory only.

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Select Column panel fields and buttons

Button Description

Add to Report Displays the column in the report output.

Contents

Add to Search Adds the column to Search Criteria.

Criteria The user can filter the report on a column in Search Criteria. For example, if you
use Assigned To as a search criteria for an opportunity report, a user can run the
report and choose to display opportunities for a single sale rep or a selection of
sales reps.

You cannot delete fields from Search Criteria if the report has saved searches.

For more information, see Saving report search criteria in the User Help.

Advanced Find Uses Advanced Find and complex queries to create the report.

For more information, see Using Advanced Find in the User Help.

Add to Sort On Adds the column to Sort On.

The report is sorted by the column in Sort On. If there are multiple columns, the
report is sorted first by the column at the top of the list and then by the next column.

Group By columns determine the primary sort order. Sort On columns determine
the sort order within the group.

Add to Group By Adds the column to Group By.

Report results are grouped by the column in Group By. You do not need to include
this column in Report Contents because Group By creates its own column as the
first left hand column of the list report.

Add Key Attribute Opens a window where you can specify key attribute values that are included in the
Data report. For example, key attribute data that tracks subscribers to a partner
newsletter. For more information, see Key attribute profiling.

Cross Tab The columns that are displayed horizontally (from left to right) in a table in a cross
Category tabular report. Report Contents defines the information displayed vertically in the
table.

This field is displayed when Report Type is set to Cross Tab. For more information,
see Report Details panel fields.

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Button Description

In Range Field The type of start date that determines the date range for a historical report. Your
sales process and workflow determines which date to report on.

This field is displayed when Report Type is set to Historical. For more information,
see Report Details panel fields.

Out of Range The type of end date that determines the date range for a historical report.
Field
This field is displayed when Report Type is set to Historical. For more information,
see Report Details panel fields.

Date Partition The sections in which historical report results are displayed. For example, results
for a specific month can be divided by week.

This field is displayed when Report Type is set to Historical. For more information,
see Report Details panel fields.

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Report Formatting panel fields

Field Description

Title The title displayed on the report and the name of the chart gadget on the interactive
dashboard.

If you clone a report that contains a chart, update the chart title in the cloned report.

Left Content The header appears at the very top of the report. It is divided into left, center, and
(Header) right sections.

l Date. Current date formatted according to the user's preferences.

l Date Time. Current date and time formatted according to the user's
preferences.
l Logo. The logo file must be called LOGO.JPG for onscreen output or
PDFLOGO.JPG (usually a higher resolution image) for Adobe PDF output.
Centre Content These files are in the Reports directory. Logos are not used in CSV or MS
(Header) Excel output.
l Page Number. The page number in HTML and Adobe reports.
l Report Title. The title of the report.
Right Content l Time. Current time formatted according to the user's preferences.
(Header)
l User Name. The user running the report.

For more information, see Customizing report charts.

Show Summary Displays grand totals.

Data

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Field Description

Left Content The footer appears at the very end of the report. It is divided into left, center, and
(Footer) right sections.

l Date. Current date formatted according to the user's preferences.

l Date Time. Current date and time formatted according to the user's
preferences.
Centre Content l Logo. The logo file must be called LOGO.JPG for onscreen output or
(Footer) PDFLOGO.JPG (usually a higher resolution image) for Adobe PDF output.
These files are in the Reports directory. Logos are not used in CSV or MS
Excel output.
l Page Number. The page number in HTML and Adobe reports.

Right Content l Report Title. The title of the report.

(Footer) l Time. Current time formatted according to the user's preferences.
l User Name. The user running the report.

For more information, see Customizing report charts.

Group Orders The name of each column that's included in Group By. For more information, see
Select Column panel fields and buttons.

l Descending sorts the column in descending order.

l Sorting Option sorts drop-down list captions by the order specified in
Translations | Caption Order (Caption Order) or by alphabetical order in
the user's preferred language (Translation Order). The default is
alphabetical order on Caption Code.

Sort Orders The name of each column that's included in Sort On. For more information, see
Select Column panel fields and buttons.

l Descending sorts the column in descending order.

l Sorting Option sorts drop-down list captions by the order specified in
Translations | Caption Order (Caption Order) or by alphabetical order in
the user's preferred language (Translation Order). The default is
alphabetical order on Caption Code.

Column For each column that's displayed in the report (except Group By columns), you can
Formatting set the column total and alignment.

Types of Functions is the column total. For numeric fields this can be Average,
Count, Maximum, Minimum, or Sum. For non-numeric fields, this can be Count
only.

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Chart Options panel fields
The Chart Options panel allows you to add and define a chart for a report. The chart uses the same view as
the rest of the report. Static charts (for example, in PDF reports) are generated on the Sage CRM server
using HTML5.

Field Description

Show Chart Displays a chart.

Available On Makes the chart available in the Report Charts category on the interactive
Interactive dashboard.
Dashboard
On upgraded instances of Sage CRM, this field can be named Available On
Classic/Interactive Dashboard. In this case, it makes the chart available on the
classic and interactive dashboards.

Chart Style The type of chart that's displayed. For more information, see Charts.

Show Legend Displays the legend.

Legend Alignment Aligns the legend to the bottom, top, left, or right.

Value The column used for the left axis of the chart.

Label The chart label used for the left axis. If blank, the translated field name is used.

Function The totaling function used on the left field. Valid options for numeric fields are
Average, Count, Minimum, Maximum, Sum, and Value (no totaling function).
Non-numeric fields must be set to Count because the returned value must be
numeric.

Category The field used for the bottom axis of the chart.

Label The caption used for the bottom axis. If blank, the translated field name is used.

Function Allows the value of the field to be split into date ranges. This is applicable if
Category is a date/time field. For more information, see Report Details panel fields.

Line The column used for the line on a combination chart.

Label The chart label used for the line on a combination chart.

Function The totaling function used for the line on a combination chart. Valid options for
numeric fields are Average, Count, Minimum, Maximum, Sum, and Value (no
totaling function). Non-numeric fields must be set to Count because the returned
value must be numeric.

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Field Description

Group By Displays a separate chart for each group. This field is displayed if there is a column
in Group By. For more information, see Select Column panel fields and buttons.

Multi-Bar Displays all groups on each chart. This field is displayed if there is a column in
Group By. For more information, see Select Column panel fields and buttons.

Segment 1 Lower The starting value of the first partition in the gauge chart. This is a percentage of the
Limit % target value. For example, if your target is 100%, you might set the lower limit to
33%. Set the color of the first partition in Segment 1 Color and the name of the
partition in Segment 1 Caption.

Segment 2 Lower The starting value of the second partition in the gauge chart. This is a percentage of
Limit % the target value. For example, if your target is 100%, you might start the second
partition at 66%. The end value of the second partition is your target which is
automatically taken from your forecast for the relevant period. For more
information, see Forecasts. Set the color of the second partition in Segment 2
Color and the name of the partition in Segment 2 Caption.

Segment 3 Upper The end value of the third partition in the gauge chart. This is a percentage of the
Limit % target value. For example, if your target is 100%, you might end the third partition at
133%. The starting value of the third partition is your target which is automatically
taken from your forecast for the relevant period. For more information, see
Forecasts. Set the color of the third partition in Segment 3 Color and the name of
the partition in Segment 3 Caption.

Segment 1 Color The color of the first partition in the gauge chart.

Segment 2 Color The color of the second partition in the gauge chart.

Segment 3 Color The color of the third partition in the gauge chart.

Segment 1 The name of the first partition in the gauge chart.

Caption

Segment 2 The name of the second partition in the gauge chart.

Caption

Segment 3 The name of the third partition in the gauge chart.

Caption

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Charts

Chart Style Example

Point
Data is displayed as a series of data
points.

FastLine, Line
Data is displayed as a series of data points
connected by straight line segments.
A FastLine chart is a type of line chart with
a very large number of data points.

Bar
Data is grouped and represented by
vertical rectangular bars whose lengths
are proportional to the values they
represent.

Area
Data is displayed as a series of data points
connected by straight line segments. The
areas between the chart axis and the line
segments are emphasized with color.

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Chart Style Example

HBar

Data is grouped and represented by

horizontal rectangular bars whose lengths
are proportional to the values they
represent.

Pie
Data is represented as slices of a circle to
show the relationships of parts to a whole.
The arc length, central angle, and area of
each slice are proportional to the quantity
of data that the slice represents.

Doughnut

Data is represented as slices of a circle,

with a hole in the center, to show the
relationships of parts to a whole. The arc
length, central angle, and area of each
slice are proportional to the quantity of
data that the slice represents.

Pyramid
Data is grouped and represented as
stacked sections of a triangle to show the
hierarchy and quantity of data.

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Chart Style Example

Funnel
Data is grouped and represented as
stacked sections of a funnel to show the
hierarchy and quantity of data.

Stacked

Bars are stacked on top of each other to

display grouped data. It provides a wider
view of data than a regular bar chart. A
stacked chart is useful in an Open
Activities activity report to show several
actions that occurred on a particular day
or date.

Gauge

Partitions on the chart indicate three

ranges in relation to a target value; below,
approaching, exceeded. The gauge
needle indicates the current value. A
gauge chart is useful in an Actual vs
Target sales report to show how your
actual sales compare to your forecasted
sales for a particular period. You could
also use a gauge chart in a customer
service report to show how you're
performing against your SLA target. For
an example of using a gauge chart, see
Adding a gauge chart to a sales report.

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 Chart Style Example

Combination

A bar chart indicates one set of data and a

line chart indicates another set of data so
you can get a wider view of results in one
place. A combination chart is useful in a
Monthly Sales Trends report to show
information such as the revenue earned
from sales and the number of sales that
were closed in a particular period. You
could also use a combination chart in a
customer service report to show the
number of cases opened compared to the
number of cases closed in the system for
the current year. For an example of using
a combination chart, see Adding a
combination chart to a customer service
report.

Adding a gauge chart to a sales report

Note: The account you use must have Information Manager rights.

You can use a gauge chart in many types of report. This example creates a gauge chart and adds it to an
Actual vs Target Sales report. The first step is to set up a forecast because the chart uses your forecast
target to create partitions. If you can't access the Forecasts tab, contact your system administrator. The
partitions illustrate how your actual sales compare to your forecast target. Depending on how you've
configured the chart, the first partition could indicate that you are very below target, the second partition
could indicate that you are approaching your target, and the third partition could indicate that you've
exceeded your target.

A gauge chart is also useful in a customer service report to show how you're performing against your SLA
target.

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 1. Set up a forecast. For more information, see Sales Forecasts.
2. Click Reports | Sales.
3. Click the Edit icon beside Actual vs Target. This report uses the default source view Sales Vs
Forecast.
4. Click Continue. Specify the duration on which you want to report.
5. Click Continue.
6. Scroll to the Chart Options panel to configure the partitions in the gauge chart.
a. Ensure Chart Style is set to Gauge.
b. Select the data that's used to set the gauge pointer in Value.
c. Select the data that's used to set the target value in Category.
d. Set the starting value of the first partition in Segment 1 Lower Limit %. This is a percentage
of the target value. For example, if your target is 100%, you might set the lower limit to 33%
so this partition indicates that you are very below target. Set the color of the first partition in
Segment 1 Color and the name of the partition in Segment 1 Caption.
e. Set the starting value of the second partition in Segment 2 Lower Limit %. This is a
percentage of the target value. For example, if your target is 100%, you might start the
second partition at 66% so this partition indicates that you are approaching your target. The
end value of the second partition is your target value which is automatically taken from your
forecast for the relevant period. Set the color of the second partition in Segment 2 Color
and the name of the partition in Segment 2 Caption.
f. Set the end value of the third partition in Segment 3 Upper Limit %. This is a percentage of
the target value. For example, if your target is 100%, you might end the third partition at
133%. The starting value of the third partition is your target which is automatically taken from
your forecast for the relevant period. So this partition indicates that you've exceeded your

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 target. Set the color of the third partition in Segment 3 Color and the name of the partition in
Segment 3 Caption.
7. Click Save. To run the report and view the chart, click the Run icon beside Sales Vs Forecast.

Adding a combination chart to a customer service report

You can use a combination chart in many types of report. This example creates a combination chart that
reports on customer case activity and adds it to a customer service report. A bar chart displays the number
of cases that each user opened and a line chart displays the number of cases that each user closed for the
current year.

A combination chart is also useful in a Monthly Sales Trends report to show information such as the
revenue earned from sales and the number of sales that were closed in a particular period.

1. Click Reports | Customer Service.

2. Click New.
3. Complete the fields to create a new list report. For more information, see Report Details panel fields.
You'll need a source view that compares cases opened this year against cases closed this year. For
more information, see Creating a view for reports.
4. Ensure Report Contents includes
l Cases: case_comparitive_year
l Cases: case_comparative
l Cases: case_count_closed
l Cases: case_count_opened
5. Ensure Search Criteria includes Cases: Created Data.
6. Ensure Group By includes Cases: Assigned To.
7. Click Continue.
8. Scroll to the Chart Options panel to configure the combination chart. For more information, see
Chart Options panel fields.
a. Set Chart Style to Combination.
b. Set Value to Cases: case_count_opened and set Function to Sum.
c. Set Category to Cases: Assigned To and set Function to Value.
d. Set Line to Cases: case_count_closed and set Function to Sum.
e. Set Multi-Bar to No and click Save.
9. Click Save. To run the report and view the chart, click the Run icon beside your new report.

Report views
The following views are available for use in reports.

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Entity Caption Code

Account vReportAccount

Activity vUserActivity

Activity vUserActivitySummary

CallList vReportCallList

Campaigns vCampaignCommunications

Campaigns vCampaignGeneratedOppos

Campaigns vCampaignLeads

Campaigns vCampaignOpportunities

Campaigns vCampaignReturns

Campaigns vSearchListWaveItems

Campaigns vWaveCampaign

CaseProgress vCaseProgress

CaseProgress vReportCaseProgress

Cases vReportCases

Cases vReportSLACasesViolation

Communication vReportCommunication

Company vAtRiskCustomers

Company vRelaCompanyCase

Company vRelaCompanyCompany

Company vrelacompanyperson

Company vRelaEntitiesAll

Company vReportCompany

Forecast vReportForecastHistory

Lead vCampaignLeadOppos

Lead vLeadsConvertedToOpportunities

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Entity Caption Code

Lead vReportLead

NewProduct vNewProducts

Opportunity vConvertedLeads

Opportunity vDaysToCloseOpp

Opportunity vOpportunitiesLost

Opportunity vOpportunityPendingComms

Opportunity vOpposClosedYearOnYear

Opportunity vReportOpportunity

Opportunity vSalesVsForecast

Opportunity vTopInProgressOpportunities

OpportunityProgress vReportOpportunityProgress

Orders vMailMergeOrders

Orders vOrderOppo

Person vReportPerson

Quotes vescalationquotes

Quotes vMailMergeQuotes

Quotes vQuoteOppos

SolutionLink vSolutionCaseLinkReport

Solutions vReportSolutions

Solutions vSolutions

System vsummarylocation

System vsummarysalesperson

System vsummarytaxcode

UserContacts vReportUserContacts

Users vReportAdmin1

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 Entity Caption Code

WaveItems vWaveItemLeadToOppos

WaveItems vWaveItemWaveCampaign

Waves vWaveItemsCampaign

Waves vWaveLeadtoOppos

Waves vWaves

Creating a report based on key attribute data

To create a report and report charts that use key attribute data, you first create a group that includes the
data. Then you create a key attribute data view using the group SQL. Finally, you create a report based on
the key attribute data view.

1. Create a group that includes the relevant key attribute data. For more information, see Creating a
group from the Groups tab in the User Help.
l You must add the key attribute data to the Group Contents and the Search Criteria.
l To plot a chart against all data, select each option in the selection list when answering the
question 'Matches any of the values'.
l When you've saved the group, click SQL on the Group Details screen to view the
underlying SQL. Copy the SQL to the clipboard.
2. Click <My Profile> | Administration | Customization | Company.
3. Click the Views tab and click New.
4. Create a new view and paste the group SQL into View Script. For more information, see Creating a
view for reports.
l Remove DINSTINCT from the first line.
l Add CREATE VIEW <viewname> to the start of the SQL.
l Ensure Reports View is selected.
5. Click Reports | <Report Category> and click New to build a report and create graphs using the new
key attribute data view. For more information, see Creating a report.

Cloning a report
1. Click Reports | <Report Category>.
2. Click the Edit icon beside the report you want to clone.
3. Click Clone.

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 4. Enter a unique report name.
5. Click Save.
6. Make any required changes to the new report and click Continue to progress through the screens.
For more information, see Creating a report.
7. Click Save.

Managing reports
l Creating a report category
l Moving a report to a different category
l Translating a report name
l Adding a new report style
l Deleting a report
l Editing the Reports menu
l Configuring report settings

Creating a report category

1. Click Reports | All Report Categories.
2. Click New Report Category.
3. Enter a name and description for the category.
4. Click Save.

Moving a report to a different category

1. Click Reports | <Report Category>. This is the category that currently contains the report you want
to move.
2. Click the Edit icon beside the report name.
3. Select the new report category from Category.
4. Click Continue.
5. Click Save.

Translating a report name

You can translate a report name and description into other languages.

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 1. Click <My Profile> | Administration | Customization | Translations.
2. Enter reportcat in Caption Family and click Find.
3. Click the relevant <Caption Code> and click Change.
4. Make your changes in the translation fields and click Save.

Adding a new report style

You can copy and edit an existing report style.

1. Go to the WWWRoot/Themes/Reports/Ergonomic folder in your Sage CRM installation.

2. Copy and rename the *.XSL (Extensible Style-sheet Language) files, which define the existing
styles for the desktop and mobile browsers. Also copy the CSS files which are referenced by the PC
*.XSL files. For example, STDGRIDSPC.XSL and STDGRIDS.CSS. The *.XSL file controls the
structure of the report and the *.CSS file controls the look and feel of the report.
3. Edit the files so the LINK tag in the new XSL file points to the new CSS file.
4. To create a translation for the new styles so that they appear in the Report Style field, click <My
Profile> | Administration | Customization | Translations.
5. Click New.
6. Enter the caption code, which must be the same as the file names (without the PC).
7. Enter ReportStyles in Caption Family.
8. Enter Choices in Caption Family Type.
9. Add the translations for the languages used in your organization.
10. Click Save. The new style appears in the Report Style field. For more information, see Report
Details panel fields.

Deleting a report
1. Click Reports | <Report Category>.
2. Click the Edit icon beside the report name.
3. Click Delete.
4. Click Confirm Delete.

Editing the Reports menu

The list of report categories in the Reports menu is a list of tabs. This means you can delete a report
category, change the order of existing report categories, and change a report category icon. For more
information, see Tabs.

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Configuring report settings
1. Click <My Profile> | Administration | Email and Documents | Documents and Reports
Configuration.
2. Click Change.
3. Update the report settings. For more information, see Document and report settings.
4. Click Save.

Tip: If you get "The size of the report is too big, use the filter criteria to reduce the size of the report" error,
use the steps above to increase the value in the Desktop size limitation (Kb) option, and then run the
report again.

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Standard classic dashboards
l Creating a standard classic dashboard
l Customizing the classic company dashboard

Creating a standard classic dashboard

The classic dashboard is a legacy feature that's available for upgrade customers only.

You can set up a standard classic dashboard, which a user can access from My CRM | Dashboard.

1. Click <My Profile> | Administration | Users | Standard Classic Dashboards. A list of existing
classic dashboards is displayed.
2. Click Standard Classic Dashboard to create a new standard classic dashboard. The Dashboard
Details page is displayed.
3. Enter the name of the new dashboard, and fill in the fields:
l Display Contents From - select from a list of existing standard classic dashboards to base
the new dashboard on.
l Restrict To Team - select from a list of teams, if you want this classic dashboard to only be
available to, for example, the Direct Sales team.
l Set As Team Default - select if you want this classic dashboard to be the default for the
team.
4. Use the Filter By drop-down list to navigate to different categories of classic dashboard content.
5. Click Add beside the content you want to add.
l The content is added into the Narrow or Wide column lists.
l Use the up and down arrows to change the order of the classic dashboard content.
l To remove classic dashboard content, highlight the content in the column listing, then click
the minus button. Alternatively, you can navigate to the filtered list on the left-hand side of
the page, where the content is stored, and click the Remove arrow.
l Click Clear to clear all the dashboard content.
6. When you have finished adding the standard classic dashboard content, click Save. The standard
classic dashboards list is displayed, showing the new dashboard you have created.

When a user logs on and selects the Dashboard tab for the first time, and selects the Classic Dashboard
option, the standard classic dashboard is displayed.

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The user can then decide to set this as their default classic dashboard to display every time they click the
Dashboard tab, or they can set up another dashboard, and set this as their default dashboard. If multiple
dashboards already exist, but no default has been set, then the system displays the first dashboard in the
drop-down list to the user.

Customizing the classic company dashboard

The classic dashboard is a legacy feature that's available for upgrade customers only.

The Company Dashboard tab can be used to display a management overview of the customer account
status .

When you defines a standard Classic Company Dashboard, it is displayed when the user first clicks the
Dashboard tab in the context of a company. The user can then customize the Company Dashboard to suit
their needs.

1. Click <My Profile> | Administration | Users | Standard Classic Dashboards. A list of existing
dashboards is displayed.
2. Click Company Dashboard to add a new company dashboard.
3. Click Continue.
4. Use the Filter By drop-down list to navigate to different categories of dashboard content.
5. Click Add beside the content you want to add.
6. When you've finished adding the company dashboard content, click Save. The standard
dashboards list is displayed.

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Email and documents

l Email
l Exchange Integration
l Classic Outlook Integration
l Lite Outlook Integration
l E-marketing
l MailChimp Integration
l Document templates
l Library

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Email
l Introduction to email
l Standard Sage CRM email
l Email Management

Introduction to email
l Standard Sage CRM email functionality lets users send and record emails using the embedded
email editor or Microsoft Outlook and it creates communication records for outbound emails. The
embedded email editor and Outlook are not mutually exclusive options for sending email, you can
enable both.
l Email Management functionality is an optional extra to Standard Sage CRM email. It is a Windows
service that runs as a background process on the Sage CRM server and processes inbound and
outbound emails according to predefined business rules. It's installed automatically with a Sage
CRM installation but must be set up and customized. It works with both the embedded email editor
and Microsoft Outlook to handle outbound mail. It can also transfer information from inbound mails in
your Outlook mailbox into Sage CRM.

Standard Sage CRM email functionality

Standard Sage CRM email lets users do the following.

l Send emails directly from Sage CRM to companies and people stored in the Sage CRM database,
and to other Sage CRM users using the embedded email editor or Microsoft Outlook. The
embedded email editor and Outlook are not mutually exclusive options for sending email, you can
enable both.
l Send emails from the Communications tab in the context of a Person, Company, Lead,
Opportunity, Case, or Solution. Send emails from the Solutions Summary page that automatically
include the solution details in the email body.
l Use Send Email to send an email using the embedded email editor. The specified mail
server handles the transfer of the message.
l Use Send Using Outlook to open an MS Outlook window and send an email using Outlook.
The email includes recipients already selected in Sage CRM and any content already
added. This option is available in Internet Explorer only.

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 l Automatically create an Email Out communication record, which is linked to the customer record.
l If the user clicks Send Email, a communication record is created that includes the email
content and attachments.
l If both Outlook and the embedded email editor are enabled, and the user clicks Send Using
Outlook, a communication record is created. It includes only the text written before the user
clicks Send Using Outlook. Additions and changes that the user makes to the email in
Outlook aren't included.
l If Outlook is enabled as the mail editor and the embedded email editor is disabled, and the
user clicks Send Using Outlook, no communication record is created.
l Use the embedded email editor in different modes. Specify how the editor is displayed to users by
changing their preferences. For more information, see Preferences in the User Guide.
l Use the embedded email editor to create and customize email templates. Templates can include
merge fields, such as #pers_firstname#.
l Set up From and Reply To email addresses, for example [email protected]. In addition, you
can specify which Sage CRM users have rights to use each of the email addresses.
l Send mass emails in HTML format to group recipients.
l Automatically create and update consent records by sending consent emails to persons or leads.

Email Management functionality

Email Management is included in standard Sage CRM functionality but must be set up and configured.

Email Management lets users do the following.

l Forward or BCC an email to the Mail Manager Server filing address and to other email addresses,
such as [email protected]. Any email arriving at one of the email addresses defined in Email
Management is subjected in Sage CRM to the rules in the associated template and rulesets. These
rules specify where the email record is stored in Sage CRM.
l Forward inbound emails to any mail system. For example in MS Outlook, to the Mail Manager
Server filing address. This automatically files the email with the correct customer record in Sage
CRM.
l Save attachments to filed emails in the Library tab of the corresponding Sage record.
l Specify multiple email addresses to file different types of inbound and outbound emails. For
example, [email protected].
l Customize business rules in Sage CRM, by associating customized rulesets with each email
address.
l Associate each email address with a script template. For more information, see Working with script
templates.You can script templates using Email Objects. For more information, see the Developer
Help on the Sage CRM Help Center.

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For information about the basic use of Email Management, see Filing Inbound and Outbound Emails in the
User Help.

Standard Sage CRM email

l Configuring standard email
l Enabling and configuring consent emails
l Email/SMS settings
l Establishing a secure email connection using TLS
l Setting email aliases
l Setting up email templates
l Translating reply and forward header text

Configuring standard email

The options you select on the Email Configuration screen do not affect incoming emails because messages
are not delivered directly to the Sage CRM system. Instead, they are delivered to your chosen mail server
and read using the mail client. For example, emails are delivered to Microsoft Exchange (server) and read
using Microsoft Outlook (client).

If you're running the Email Management Server you can forward emails to the Mail Manager Server Filing
Address for filing. For more information, see Email Management. Alternatively, you can use the File Email
option in the Lite Outlook Integration or the Document Drop options. For more information, see the User
Guide.

1. Click <My Profile> | Administration | Email And Documents | Email Configuration.

2. Click Change and specify the Email/SMS settings.
3. To enable the embedded email editor, ensure Use CRM’s embedded Email Client is set to Yes.
4. To let users send emails using Microsoft Outlook, set Allow Send Using Outlook to Yes.
5. To use the Internal SMTP mail client to deliver emails, select SMTP from Send Mail Using. Enter
the IP address of your SMTP mail server in Outgoing Mail Server (SMTP) and the SMTP port (25)
in SMTP Port. Ensure port 25 is open and allows the transfer of messages.
6. To use CDOSYS to deliver emails, select CDOSYS from Send Mail Using. Enter the IP address of
your SMTP mail server in Outgoing Mail Server (SMTP) and the SMTP port (25) in SMTP Port.
Ensure that the Simple Mail Transfer Protocol (SMTP) service is running in Windows services.
l Click Start | All Programs | Administrative Tools | IIS Manager.
l Click Deliver Email to SMTP Server and enter the configuration details of your SMTP mail
server. This means that the email is delivered immediately to an online SMTP server.

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 l Alternatively, select Store E-Mail in pickup directory to store the email on disk where it can
be retrieved for later delivery.
7. To allow users send emails in HTML format, set Send Email As HTML to Yes.
8. To specify that standard Sage CRM outbound filing is used to file emails, set Outbound Emails
Should Be Filed By to CRM. A copy of the email is stored in the communication record saved
against the company or person to whom the email was sent.
9. Click Save.

Enabling and configuring consent emails

l Enabling consent emails
l Modifying the consent email templates
l Configuring a URL to open from a consent email

Enabling consent emails

To enable consent emails, a system administrator must do the following:

l Configure standard email in Sage CRM. For details, see Configuring standard email.
l Ensure that Sage CRM is accessible from outside of your corporate network.

Modifying the consent email templates

Sage CRM provides two built-in templates for creating consent emails:

l Lead Consent Email. Creates consent emails for leads.

l Person Consent Email. Creates consent emails for persons.

To modify these templates:

1. Go to <My Profile> | Administration | Email And Documents | Email Templates.

2. Click the template you want to modify.
3. Modify the template as necessary.

By default, the template body contains two hyperlinks pointing at the following URLs:

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 URL (http:// or https://) Description

%CRMSubmitConsentLink% When a recipient clicks this hyperlink, the consent record status is
changed to Consented.

If Sage CRM is accessible externally via a Fully Qualified Domain

Name (FQDN), you must change this URL to the following
alternate format:
<server public address>/<instance name>/eware.dll/
SubmitConsent?consentId=%CRMConsentId%

In this format, replace the <server public address> and

<instance name> placeholders with the actual Sage CRM
server address and Sage CRM instance name.

Example:
http://myserver.mydomain.com/crm/eware.dll/
SubmitConsent?consentId=%CRMConsentId%

%CRMSubmitConsentLink% When a recipient clicks this hyperlink, the consent record status is
&status=1 changed to Withdrawn.

If Sage CRM is accessible externally via a Fully Qualified Domain

Name (FQDN), you must change this URL to the following
alternate format:
<server public address>/<instance name>/eware.dll/
SubmitConsent?consentId=%CRMConsentId%&amp;status=1

In this format, replace the <server public address> and

<instance name> placeholders with the actual Sage CRM
server address and Sage CRM instance name.

Example:
http://myserver.mydomain.com/crm/eware.dll/
SubmitConsent?consentId=%CRMConsentId%&amp;status=1

Warning: Do not delete these hyperlinks, because they are used to update the status of the
corresponding consent record in Sage CRM.

4. Click Save.

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Configuring a URL to open from a consent email

When a recipient clicks a link in a consent email, the default confirmation page opens. You can change this
behavior and redirect the recipient to any URL you want. For example, it can be a custom confirmation page,
a thank you page, or any website.

1. Go to <My Profile> | Administration | Email and Documents | Email Configuration.

2. Click Change.
3. In Consent Response URL, enter the URL you want to open from consent emails. Use the format
http://<your URL> or https://<your URL>.

You can set only one URL for all links in a consent email. If this option is blank, the default
confirmation page opens.

4. Click Save.

Email/SMS settings

Field Description

Use CRM's embedded email Enables the embedded email editor. Displays Send Email on all
editor Communications tabs and activates the embedded email editor when
the user clicks an email hyperlink in Sage CRM. The default value is Yes.

Allow send using Outlook Displays Send Using Outlook on the embedded email editor which
opens an Outlook window. The Outlook window includes any addresses
and text already added to the email in Sage CRM but it doesn't include
attachments. An email that's sent using this button is saved in the
Outlook Sent Items. However, when using this button with standard
Sage CRM email functionality, additional text or addresses added to the
email in Outlook are not included in the Sage CRM Email Out
Communication record. To overcome this limitation, combine this feature
with Email Management. The default value is Yes.

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Field Description

Send mail using The method used to send emails.

Internal SMTP: Sage CRM acts as the SMTP client to the Outgoing mail
server. You must specify the Outgoing mail server IP address and SMTP
port. A limitation of this option is that the email is always recorded as a
sent communication even in cases when the email has not been
dispatched by the mail client. To overcome this, users can cc themselves
when emailing companies and contacts so they can cross-reference
communications with emails that have arrived in their mailbox.

CDONTS/CDOSYS: You must specify the Outgoing mail server IP

address and SMTP port, and set the CDOSYS options in IIS. You can
access copies of sent emails listed in C:\Inetpub\mailroot\badmail to
check for problems with email delivery.

In Windows terminology CDONTS is now called CDOSYS. The

functionality is the same from the user’s perspective.

Send email as HTML Set to Yes to send HTML emails.

Outbound emails should be CRM: The standard Sage CRM outbound filing stores a copy of the
filed by email in the communication record saved against the company or person
the email was sent to.

Email Management Server: The Mail Management Server Filing

address is BCCed on all outbound emails. The outbound email is filed
according to the business rules applied to the BCC email address in the
associated script file or the rulesets defined in Sage CRM.

Mail Manager Server filing The email address of the mailbox that Email Management runs on. For
address example, [email protected].

Mail Manager Server filing The prefix that's added between the mailto recipient and the Mail
address prefix Manager Server Filing Address for mailto tags. The default value
(&bcc=) puts the Mail Manager Server Filing Address in the BCC line of
the email.

Outgoing mail server (SMTP) The name or IP address of the mail server if you're using Internal SMTP.

SMTP port Change the default value only if your Email Server Port differs from 25.

Use TLS for SMTP Select this checkbox to establish a connection to the mail server using
Transport Layer Security (TLS). For supported TLS versions, see the
2020 R1 Hardware and Software Requirements.

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 Field Description

SMTP user name The SMTP server username if the mail server is using Basic SMTP
authentication.

SMTP password The SMTP server password if the mail server is using Basic SMTP
authentication.

SMS domain name The SMS gateway that receives messages from the incoming mail folder
of an email server. The address format it recognizes to send as the SMS
message is <phone number>@<SMS domain>. For example
[email protected].

SMTP server for SMS The name of the mail server or IP address of the machine on which it is
messaging installed. It's used to receive the emails to be sent as SMS messages.

Use TLS for SMS Select this checkbox to send SMS messages using TLS. For supported
TLS versions, see the 2020 R1 Hardware and Software Requirements.

Use SMS features Enables SMS features. You must restart Sage CRM to enable SMS.

SMS from address Any valid email address. It's used by the Send SMS workflow action. If
this field is blank, the workflow rule tries to use the logged on user’s email
address. If the logged on user’s address is not available, SMS From
Address is not populated.

Consent Response URL Specify a custom URL to open when a recipient clicks a link in a consent
email. For example, you can use this option to redirect recipients to a
custom confirmation or thank you page. You can set only one URL for all
links in a consent email.

If this option is blank, the default confirmation page opens.

Establishing a secure email connection using TLS

Transport Layer Security (TLS) establishes a secure connection from Sage CRM to a mail server. It lets you
use Sage CRM with public mail services that require a secure connection such as Exchange Online, hosted
Exchange, and Gmail.

There are some points to consider when using TLS with Sage CRM:

l You need the connection details for your mail server. Default SMTP over TLS details for Exchange
Online and Gmail are as follows:
l Exchange Online: smtp.office365.com:587
l Gmail: smtp.gmail.com:465

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 l If you're using Gmail, you might need to generate a per-application password to use SMTP. See
https://security.google.com/settings/security/apppasswords.
l If you're using Exchange Online, consider the daily send limits.
l Ensure your antivirus software and firewall allow outbound SMTP from the CRM web server.

Note: For supported TLS versions, see the 2020 R1 Hardware and Software Requirements.

To use TLS with standard Sage CRM email:

1. Click <My Profile> | Administration | Email and Documents | Email Configuration.

2. Click Change. The Email/SMS settings screen opens.
3. Enter your SMTP username and password.
4. Select Use TLS for SMTP to enable TLS support for the mail server.
5. Enter your SMS domain name and SMTP server for SMS messaging.
6. Select Use TLS for SMS.
7. Click Save.

To use TLS with Email Management:

1. Configure TLS for standard email. See the steps above.

2. Click <My Profile> | Administration | Email And Documents | Email Management Server
Options.
3. Click New. You must set up options on the outbound email mailbox first. For more information, see
Configuring Email Management.
4. Select Use TLS for POP and Use TLS for SMTP.
5. Click Save.

Setting email aliases

You can specify a list of Sage CRM accounts that can be used for sending emails. These accounts can be
restricted to particular teams or individual users. For example, the [email protected] email address can
be made available only to users in the Customer Service Team and a number of specified users.

1. Click <My Profile> | Administration | Email And Documents | Email Aliases.

2. Click New.
3. Enter the address to send emails from in Email Address.
4. Enter the name that the recipient sees in Display Name.

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 5. To allow emails be sent from the specified email address, select Enabled as a From address.
l Select the teams that can send emails from this address from Restrict to Teams. For
example, select Customer Service and Operations to allow only users in the Operations
and Customer Service teams to send emails from the address.
l Select individual people who can send emails from this address from Restrict to Users.
6. To allow replies be sent to this email address, select Enabled as a Reply to address.
l Select the teams to which reply emails are sent from Restrict to Teams. For example, a
reply to an email sent from [email protected] is sent to the Customer Service Team.
l Select individual people to whom reply emails are sent from Restrict to Users.
7. Click Save.

Users can send emails from the address set up on the From and Reply To Email Addresses screen. For
more information about sending emails, see the User Guide.

Setting up email templates

You can use the embedded email editor to set up email templates to save time and effort. You must enable
the embedded email editor in order to use it. For more information, see Configuring standard email.

1. Click <My Profile> | Administration | Email and Documents | Email Templates.

2. Click New.
3. Enter a name in Template Name.
4. To restrict the use of the template to a specific context, select an entity from For entity. If you select
Person, the template is available only in the Person Communication screen. You can add merge
fields in the template for this entity only. For example, to include the merge field "#pers_firstname#",
you must select Person from For Entity.
5. Select a From address. Your email address is the default value. Other options depend on what your
System Administrator has configured and your permissions. If this field is set to None, the email
comes from the user who's currently logged on.
6. Type and format the email content.
l To specify merge fields, ensure you select the entity to which the merge fields relate from For
Entity.
l You can include HTML content in the email body. For more information, see Groups in the
User Guide.
l To attach a global document, use the Search Select Advanced icons to locate the file, select
the file and then click Upload Attachment.
l To attach a local file, click Browse, navigate to the file, and click Upload Attachment.

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 l To add an inline image, browse to the file and click Upload Inline Image. To do this, you must
select Yes in <My Profile> | Administration | Email and Documents | Email Configuration |
Send Email As HTML.
l To remove an attachment, click Delete.
l To format the content of the email, use the text editor buttons. For more information, see Using
text editor buttons in the User Help.
7. Click Save. The new template is added to the list of available templates and is available for reuse. All
the values and content you entered in the template, including attachments, are part of the template.

Translating reply and forward header text

When a user replies to an email or forwards an email in Sage CRM, the original email body and header are
automatically included in the new email.

There are four translatable templates for this information, with the following caption codes:

l replytemplate
l replytemplatehtml
l forwardtemplate
l forwardtemplatehtml

To modify these templates, click <My Profile> | Administration | Customization | Translations.

Email Management
l Email Management overview
l Running the Email Management service
l Configuring Email Management
l Working with script templates
l Adding rulesets to Email Management

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Email Management overview

Email Management processes emails as follows.

l The user sends an email to a specified email address. For example, [email protected].
l The Email Management service accesses the mailbox.
l The service reads each email in the mailbox.

For each email read, the following happens.

l The Email Management service reads the custom script into memory and builds the user defined
rulesets if they have been defined in the system. For more information, see Adding rulesets to Email
Management.
l The rulesets are inserted into the script file as JavaScript. Rulesets are already built into the defalut
Communication.js script.
l A number of ready-built Objects are passed into the script file, including one to access email.

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 l The script is executed internally from the application and actions are taken on the email. For
example, a new communication is generated that includes information from the email.
l Attachments are saved in the Sage CRM Library.
l The email is deleted from the mailbox.
l If the script fails, the script and error information is written to the daily log file. You can access the log
file from the main system directory.

For example: %ProgramFiles(x86)%\Sage\CRM\Services\logs\

<yyyymmdd><InstallName>MailManager.log

Alternatively, click View Log Files on the Email Management Server Options screen. Emails that
cause the system to fail internally are saved in a rogue email folder in
%ProgramFiles(x86)%\Sage\CRM\Services\CustomPages\Scripts.

l You can modify the script to connect to an external database.

l Each mailbox is accessed and controlled by its own thread within the application.

Running the Email Management service

The Email Management service is automatically installed on the Sage CRM server during a Sage CRM
installation. The service applies to all Sage CRM installations that are configured for Email Management
regardless of which installation it was registered on. Do not move the service from the folder in which it was
registered. If you have problems starting the Email Management service, you may need to install it manually.

There should be just one eWareEmailManager.exe on the server.

l Installing the Email Management service

l Uninstalling the Email Management service

Installing the Email Management service

If you have problems starting the Email Management service, you may need to install it manually.

1. Click Start | Run and type cmd. The DOS prompt window is displayed.
2. Navigate to the folder where the eWareEmailManager.exe file is saved and type
eWareEmailManager /i.
3. Click Enter. A pop-up box confirms that the application is installed.

Uninstalling the Email Management service

1. Click Start | Run and type cmd. The DOS prompt window is displayed.
2. Navigate to the folder where the eWareEmailManager.exe file is saved and type

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 eWareEmailManager /u.
3. Click Enter. A pop-up box confirms that the service is uninstalled.

Configuring Email Management

1. Click <My Profile> | Administration | Email And Documents | Email Configuration and click
Change.
l To configure the Email Management server to file outbound emails, select Email
Management Server from Outbound Emails Should Be Filed By.
l Enter the email address of the mailbox to which outbound emails are sent in Mail Manager
Server Filing Address. Email Management can run on this mailbox and file outbound
emails. This email address must be unique and used for Email Management only. The
mailbox cannot be used for any other purpose and it cannot be a person’s private mailbox.
l Ensure the value in Mail Manager Server Filing Address Prefix is correct. For more
information, see Email/SMS settings.
2. Click Save. 
3. Click <My Profile> | Administration | Email And Documents | Email Management Server
Options and click New. You must set up options on the outbound email mailbox first. All emails in
the mailbox are filed according to these options by default or if the conditions specified in any
rulesets are not met.
l Select Enabled to activate Email Management on the mailbox.
l Enter the Mail Manager Server Filing Address in Email Address. This is the address you
specified in step 1.
l Set values for the remaining Email Management Server Options.
4. Click Save.You can then set up Email Management Server Options on other mailboxes. For
example, [email protected].
5. Click <My Profile> | Administration | Email and Documents | Advanced Email Management
Server Options and click Change.
l Enter the user name and password of a Sage CRM user with access rights to the database
in Manager Logon and Manager Password. We recommend using the System
Administrator.
l Set values for the remaining Advanced Email Management Server Options.
6. Click Save.
7. To further customize Email Management, you can set up rulesets and customize script templates.
For more information, see Adding rulesets to Email Management and Working with script templates.

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Email Management Server Options

Field Description

Enabled Enables Email Management on the mailbox. Allows you to maintain a list
of multiple addresses, activating and deactivating them as required. For
example, [email protected] is required in the last month of
each quarter, but should not be available in other months.

Mail box access method The method used to access the mailbox. Values are POP and MAPI.

Email Address The email address of the mailbox on which Email Management is
enabled.

If you're configuring options for the outbound email mailbox, enter the
Mail Manager Server Filing Address. This is the address you specified in
<My Profile> | Administration | Email and Documents | Email
Configuration.

POP Server/MAPI Profile The name of the POP server used for incoming mail or the MAPI profile
Name name.

To check this name on the Sage CRM server, right-click the Microsoft
Outlook menu option, and click Properties | Show Profiles. The default
profile is MS Exchange Settings.

POP3 Port The port that POP3 can use to send emails.

Use TLS for POP Select this checkbox to receive emails from the POP email account using
TLS.

POP Account Name/MAPI The user name of the POP email account or the MAPI mailbox name. To
Mailbox Name check this name on the Sage CRM server, right-click the Microsoft
Outlook menu option, and click Properties | Show Profiles. Select the
MAPI Profile Name and click Properties. The mailbox name is specified
in Mailbox.

POP/MAPI Password The password for the POP or MAPI server.

SMTP Server The name of your SMTP server if your SMTP server is different to your
POP server. If left blank, Email Management uses your POP server for
outbound mails. The field is not required for MAPI.

SMTP Port The port that SMTP can use to send emails.

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Field Description

Use TLS for SMTP Select this checkbox to send emails to the SMTP server using TLS. For
supported TLS versions, see the 2020 R1 Hardware and Software
Requirements.

SMTP User Name The user name for the SMTP server, if required by the Mail
Administrator.

SMTP Password The password for the SMTP server, if required by the Mail Administrator.

Administrator Email Address The email address to which service messages are sent when the service
starts or if there's a problem with the service.

CRM User The Sage CRM user that Email Management considers to be the logged
on user. For example, when Cases and Communications are created,
this user is specified as the user who created them.

Template The script file used to process the email. Script files are shipped as part
of Email Management and allow you to specify various ways to handle
emails. For more information, see Email Management and objects.

Default Ruleset Assigned The default user to which the Case or Communication is assigned.
User

Default Ruleset Assigned The default team to which the Case or Communication is assigned.
Team

Default Ruleset Action The default action. For example, the Track Case action means that most
emails are filed as cases and assigned a Case ID but if the email already
contains a Case ID, a Communication is filed to track the case.

Feedback on Success Sends information about successful emails to the administrator.

Feedback on Failure Sends information about failed emails to the administrator.

Advanced Email Management Server Options

Field Description

Manager Logon The logon name of a Sage CRM user with access rights to the database.
For example, the Admin user.

Manager Password The password of a Sage CRM user with access rights to the database.

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 Field Description

Debug Sets the level of debugging.

Set to Yes to poll the mail server every 20 seconds and send information
to a log file in the Sage CRM install directory.

For example, %ProgramFiles(x86)%\Sage\CRM\Services\logs\

<yyyymmdd><InstallName>mailmanager.log

You should set to Yes when you first set up and test the service.

Set to No to poll the mail server less frequently and send less detailed
information. You should set to No after testing for improved
performance.

You can access the log file

The script is emailed to the administrator specified in Manager Logon

and the section where the script failed is highlighted.

Polling Interval The polling interval (in minutes) at which Email Manager services poll a
specified mailbox.

Additional Steps for MAPI

You can configure the Email Management server to use Messaging Application Programming Interface
(MAPI).

l Ensure Microsoft Outlook is installed.

l Navigate to your Services folder and double-click the Email Manager service.
l On the Email Manager Properties dialog box, click the Log On tab.
l The service runs under a local system account by default (for POP). Change this to the domain
account with permissions for all mailboxes you want Email Management to access and run on.

MAPI is Microsoft’s proprietary messaging API and is enabled by default by Microsoft Exchange.

Email status

To see if the Email Management service is currently running, and to view the number of outbound emails
and bad email, click <My Profile> | Administration | Email and Documents | Email Status.

Working with script templates

Script templates specify how emails are handled. You can associate a template with specific mailboxes and
you can use Email Objects to customize the script templates. For example, to change the way in which email

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attachments are saved.

For more information about working with Email Objects, see Email Management and objects and
Customizing script templates using objects.

Two script templates are provided with Email Management:

l Communications.js (Communications template) is deployed by default when you set up Email

Management. For information about email handling when you are using the Communications
template, see Working with the Communications template.
l Support.js (Support template) is for use in a customer support environment. For information about
email handling when you are using the Support template, see Working with the Support template.

There are three core functions are at the base of both Communications.js and Support.js that run in the
following order: BeforeMainAction, MainAction, AfterMainAction.

BeforeMainAction and AfterMainAction are declared in the script file. MainAction is not declared. The
MainAction function is generated from the rules defined on the Rules input form in Sage CRM. The function
should never be declared in any JavaScript file used with Email Management. If you require any complex
functionality, it can be coded into the BeforeMainAction or AfterMainAction functions.

We recommend that you use one of these scripts. However, if neither are suitable, you can write a new
script. Please contact your Certified Sage CRM Consultant before writing new scripts. You must implement
new scripts in a test environment before installing them on a live system.

Working with the Communications template

When the default Communications template is used for Email Management, all emails sent to the default
mailbox are filed in the Sage CRM database as communications and all corresponding email attachments
are filed in the CRM Library tab.

When an email is received in the specified mailbox, the email database table is checked for all people
associated with the email address. If only one person is associated with the email address (even if it's a
private and business type), a communication is created for that person, and it's also associated with the
Sage CRM user. If an associated person cannot be found or if multiple people are associated with the
address, the email database table is checked for an associated company. A communication is created for
the company and it's also associated with the Sage CRM user.

Outbound email

For each outbound email, a communication is created with a communication link to each recipient in the
Sage CRM database. If no match is found, the email is saved as a completed communication against the
Sage CRM user only. The sender must be a valid Sage CRM user with an email address in the Sage CRM
database, and the specified Mail Manager Server Filing Address must be in the BCC field.

When the email is successfully sent, the customer receives the email, a communication is recorded in Sage
CRM, and the email handling details are added to the log file. Depending on the polling interval that you've
configured in Advanced Email Management Server Options, the communication might not appear in
Sage CRM immediately.

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Inbound email

For emails received by users and forwarded to the Mail Manager Server Filing Address, this email address
must be the only address in the To field. The original sender's email address must be the first email address
contained in the body of the email that's forwarded to the mailbox. Email Management recognizes the first
address in the body as the original sender's address and files the email with this customer record. A
communication record is created against the customer record containing details of the email forwarded from
the Sage CRM User.

Attachments to emails

Attachments to emails are stored with the communication record created when Email Management filed the
inbound or outbound email.

For information about using Email Management, see Filing Inbound and Outbound Emails in the User Help.

Working with the Support template

Use the Support template (Support.js) with Email Management to handle emails effectively in a customer
service environment.

This example uses a mailbox on the company's email server called [email protected]. Customers can
log customer service issues using this mailbox. The example describes what happens when an email is
received by [email protected] from a person or company in the Sage CRM database.

1. Kieran O’Toole, a person in the Sage CRM database, sends an email to [email protected] to
log a customer service issue.
2. An auto reply is sent to Kieran telling him that a case has been logged. It includes a Case ID. If
Kieran's email already contained a Case ID, a new case would not be created.
3. A case is created and logged for the Customer Service Team. The case is included in the list of
cases associated with Kieran O’Toole. It is also listed in Team CRM | Customer Service, because
Customer Service is specified in Default Ruleset Assigned Team. For more information, see
Adding rulesets to Email Management.
4. Two communications are recorded against Kieran, one to acknowledge receipt of his email (Email
In) and another to signal that an auto reply was sent (Email Out). The Email Out communication is
also included in Team CRM | Customer Service.
5. When Kieran replies to the email he received from [email protected] to say that he has
managed to get the software up and running, an Email In communication is recorded against Kieran
and also in Team CRM | Customer Service.

Email Management and objects

1. When the Email Management service starts, is started up it creates a Sage CRM Object and logs in
to Sage CRM using registry entries.

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 2. Using the Sage CRM Object, the Email Management service queries the custom_emailaddress
table. This table holds information about each service for the install.
3. The data is read in and the specified Script file is read in. Another Sage CRM Object is created and
logged onto using the Sage CRM User logon ID. Using the email account information, the mailbox is
logged onto and the emails are read. An interface object to the email is created. This is called the
MsgHandler Object.
4. Using the From address in the email, the database is queried to:
l Check if the email belongs to a user. A UserQuery CRM Query Object is created, which
runs the following script.
SELECT * FROM vUsers WHERE
user_emailaddress = FromAddress
OR
user_mobileemail = FromAddress
l Check if the email belongs to a company. A CompanyQuery CRM Query Object is created,
which runs the following script.
Select * from vCompanyEmail where elink_recordid = comp_companyid and
emai_Emailaddress = FromAddress
l Check if the email belongs to a person. A PersonQuery CRM Query Object is created,
which runs the following script.
Select * from vPersonEmail where elink_recordid = pers_Personid and
emai_emailaddress = FromAddress
5. All the Objects mentioned are passed into the script context and the specified actions are performed.

Customizing script templates using objects

You can customize the features of Email Management using the following objects. For detailed descriptions
of the methods and properties of each object, see the Developer Help on the Sage CRM Help Center.

l MsgHandler Object: The MsgHandler Object provides basic access to the Email Object and
functionality for the system. It is the top level object within the scripting. It is passed into the script at
run time.
l Email Object: The Email Object provides access to the email itself through its properties and
methods. This object is passed into the script by default as the Email Object but can also be
accessed from the MsgHandler Object as follows:
myemail = MsgHandler.msg

l AddressList Object: Part of the Email Object, this object provides access to the To, CC and BCC
lists of addresses. You can access this object as follows:
myaddresslist = email.CC;

l MailAddress Object: This object provides access to an individual address from the AddressList
Object. You can return an individual MailAddress object as follows:
myaddress = email.CC.Items(1);

l AttachmentList Object: This object provides access to the email attachments. You can access this
Object as follows:
myAttachmentList = email.Attachments;

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 l Attachment Object: This object provides access to an individual attachment. You use the
AttachmentList Object's "items" property to access this object.
myAttachment = email.Attachments.Items(1);

Adding rulesets to Email Management

You can set up rulesets so that specific actions are applied to particular emails. Rulesets consist of multiple
rules and an action to be performed when the conditions in one or more of the rules are met. This action
overrides the default email handling action. You can create any number of rulesets and each ruleset can
have a maximum of three rules.

For example, you could specify that all emails coming into the [email protected] mailbox are filed in
Team CRM | Customer Service according to the Track Case action by default. But any emails from
companies of type Competitor or Industry Analyst should be handled in a different way. To do this, you can
apply a new ruleset to the [email protected] mailbox.

1. Click <My Profile> | Administration | Email and Documents | Email Management Server
Options.
2. Click the hypertext link of the Email Management service and click Add Ruleset.
3. Complete the Rules Panel fields.
4. Add up to two more rules for this ruleset. Use And to separate rules when both rules must be true for
an action to be performed. Use Or to separate rules when the action is performed if either of the
rules are true.
5. Select the action that's performed if the rules are met. If the rules are not met, the default actions are
performed. For example, create a communication.
6. Select the Sage CRM user and the team that the action is recorded against from Assigned User
and Assigned Team. For example, a Communication is created if a rule is satisfied, and it is
assigned to the marketing manager and the Marketing Team.
7. Click Save and then click Continue.

Rules Panel fields

Field Description

Ruleset Description A description of the Ruleset.

Column Name The database column on which the Rule acts.

Operator The operator used in the Rule. For example, Equal To, Not Equal To.

Value A value that corresponds to the selected column name.

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Field Description

Rule Execution Order The order in which the Ruleset is executed. For example, if you have
defined three Rulesets, you can specify a specific order or execution.

Enabled Enables the Ruleset.

Exit Rule Performs the associated action when this Ruleset is executed, but does
not execute any other Ruleset.

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Exchange Integration
l About Exchange Integration
l Setting up Exchange Integration
l Synchronizing Exchange and Sage CRM

About Exchange Integration

l Exchange Integration overview
l Duration of an initial synchronization
l Synchronizing appointments
l Synchronizing tasks
l Synchronizing contacts

Exchange Integration overview

Sage CRM Exchange Integration is an integration between Sage CRM and the Exchange server. There is
no synchronization to individual Outlook clients. The synchronization runs in the background and does not
require user triggers; it continues even when Outlook clients are closed. A single, impersonated Exchange
user is used to access all users’ mailboxes so different credentials are not required for each mailbox.

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 Warning: You must enable Basic authentication so Exchange Integration can access Exchange data.

Appointments, tasks, and contacts can be synchronized between Sage CRM and Exchange Server. This
functionality is supported if the user is working in the Outlook client, Outlook Web Access, or using a mobile
device that connects to Exchange. For example, if a sales manager schedules meetings for field sales
people in Sage CRM, the sales people receive information about the meetings on their smart phones
without needing to synchronize or open their laptops and launch Outlook desktop client. This means that
vital Sage CRM information is available in real-time to users who are on the move.

The optional Lite Outlook Plugin can be installed on the client machine to allow users add contacts to Sage
CRM from the Outlook client, file single or multiple Outlook emails to one or more Sage CRM records, and
attach Sage CRM shared documents to Outlook emails. For more information, see About Lite Outlook
Integration. Each user must install the plugin manually.

How to enable Exchange Integration

Task Help

Back up the Exchange Server before integrating with Sage

CRM.

Ensure you are using a version of Exchange Server with See the 2020 R1 Hardware and
access to the EWS API that supports impersonated users. Software Requirements on the Sage
CRM Help Center.

Expose the EWS virtual directory so an impersonated user Configuring Exchange Server
can read the schema from the EWS endpoint.

Set up an Exchange impersonated user mailbox to access the Configuring Exchange Server
mailboxes of other Exchange users.

Enable Basic authentication so Exchange Integration can Configuring Exchange Server

access Exchange data.

Create a connection from Sage CRM to the Sync Engine and Creating a connection to Exchange
from the Sync Engine to Exchange Server so data can be Server
synchronized between applications.

How to use the Lite Outlook Plugin with Exchange Integration

Lite Outlook Integration lets users add contacts to Sage CRM from the Outlook client, file single or multiple
Outlook emails to one or more Sage CRM records, and attach Sage CRM shared documents to Outlook
emails. Lite Outlook Integration does not synchronize any data between Outlook and Sage CRM. For this
reason, it should be used with Exchange Integration.

In order to use Lite Outlook Integration, a user must download and install a plugin on the Outlook client
machine. The plugin works on both 32-bit and 64-bit machines. As a system administrator, you can enable

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Lite Outlook Integration and display the plugin button so the user can manually install the plugin. As an
alternative to letting users manually install the Lite Outlook Plugin, you can use Group Policy to deploy the
plugin to client machines and then hide it from specific users. For more information, see About Lite Outlook
Integration.

Task Help

Specify in Exchange Server settings that the Install Lite Creating a connection to Exchange
Outlook Integration button is displayed. This button lets users Server
download and install the Lite Outlook Plugin.

If you're using Sage CRM over HTTPS, or you're using a Changing Lite Outlook Plugin port
non-standard port, you might need to change the default port
used by the Lite Outlook Plugin installer.

Enable logging for Lite Outlook Integration so you can view Enabling logging for Lite Outlook
and resolve errors. Integration

Tip: If Exchange Integration is enabled and the Lite Outlook Plugin is installed, Sage CRM users who
haven't been enabled to synchronize with Exchange or who don't use Exchange can still file emails and
add contacts to Outlook.

How to synchronize Exchange and Sage CRM

Task Help

Select the Sage CRM user mailboxes that you want to Enabling user mailboxes for
synchronize with Exchange. synchronization

Change the rules that are used to synchronize data between Setting Exchange synchronization
Sage CRM and Exchange to suit your particular business options
requirements if necessary.

Enable Exchange Integration Enabling Exchange Integration

Enable Exchange synchronization Enabling Exchange synchronization

View synchronization logs to find out more about Working with synchronization errors
synchronization errors and how to resolve them.

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Exchange Integration environment

The Exchange environment consists of the Mailbox server and the Exchange Web Services (EWS) API.
The Exchange impersonated user reads schema from the EWS endpoint. Schema are made available by
enabling Anonymous authentication and disabling Windows authentication on the EWS virtual directory.
Data is made available by enabling Basic authentication in the Exchange Administration Center (EAC). On
its own, Basic authentication is not a secure authentication method, so we recommend that you use Secure
Sockets Layer (HTTPS) to secure the connection between Sage CRM and Exchange.

The Sync Engine synchronizes between endpoints. It obtains a batch of resource changes from a source
endpoint (CRMJ) and applies it to a target endpoint (EWS). These records are stored on the
EcngIntegration table.

The Sync Engine communicates with EWS using SOAP over HTTP(S) and it communicates with Sage
CRM using HTTP(S) (SData and specialized services). It can be deployed on a remote server.

When the Sync Engine synchronizes data from Exchange to Sage CRM, Sage CRM performs
deduplication and conflict management. Records are inserted, updated, or deleted in Sage CRM.

When the Sync Engine synchronizes data from Sage CRM to Exchange, the Sync Engine performs
deduplication, inserts, updates, deletes on the mailboxes.

Exchange Integration terminology

l Sync resource. A record representing a single record that is synchronized and stored in the
EcngSyncResource table. Each record has a unique UUID, references to the base Sage CRM
entity, and details of when the record was synchronized.
l Sync state. The state of a record on the EWS side of the integration. Used to check for changes on
the Exchange side of the integration.
l Feed. An XML structure used to transfer changes to resources on the CRMJ endpoint. It contains
many entries.
l Entry. A subset of a feed that contains changes to a specific resource. For example, contacts.

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 l Tick. The incremental value for a resource type that's incremented every time a resource is modified
and indicates the version of the data. It is stored in EcngSyncDigestEntry.
l Digest. The synchronization state of a resource. It's similar to a tick, but applicable to individual
entities. It is stored in EcngSyncDigestEntry.

Exchange Integration database tables

l EcngIntegration. Contains configuration information about the Exchange synchronization including

the EWS URL, usernames and passwords.
l EcngLocalEntityMapping. Contains mappings from Exchange items to Sage CRM entities (for
example, Appointment to Communication), the synchronization direction, and views used.
l EcngLocalFieldMapping. Contains mappings from Sage CRM fields to Exchange fields, and the
field XML data types. You cannot customize or add anything to this table.
l EcngSyncDigestEntry. Contains two entries for each synchronized resource; task, contact,
appointment. Contains one entry for the Sage CRM endpoint and one for the Exchange endpoint
with a Tick value for each.

Duration of an initial synchronization

The first synchronization between Sage CRM and user mailboxes takes longer than subsequent syncs
because data has not yet synchronized from one system to the other and therefore the volume of data to
synchronize is greater. Also, the sync engine’s deduplication process is more active because there's a
higher possibility that the same records exist in both Sage CRM and Exchange. For example, if Sage CRM
and Exchange were previously used independently for calendar management, the same appointments
might exist in each system. For more information on initial synchronization, please check the latest release
notes and community articles.

We recommend that an initial synchronization is performed during Sage CRM and Exchange downtime
because large volumes of data are transferred and may impact performance.

The time it takes to complete an initial synchronization depends on:

l The number of user mailboxes synchronized

l The volume of data synchronized
l The sync direction for each entity synchronized
l The number of potential duplicates detected by the sync engine
l The size and complexity of the Sage CRM database
l The hardware specifications of the Sage CRM server and Exchange Server

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Synchronizing appointments
l Synchronizing appointments terminology
l Synchronized calendar data
l Appointment synchronization rules
l Stub appointments
l Appointment field mappings

Synchronizing appointments terminology

l Organizer. The organizer of an appointment is the user who creates the appointment in Exchange.
The exception is where an appointment is created in a shared calendar. For example, an assistant
creates a meeting for a manager using the manager's shared calendar. In this case, because the
manager owns the calendar, the manager is the organizer. The organizer must always attend the
event. The organizer's copy of an Exchange appointment is the only reliable version of the
appointment and it's the version that's synchronized to Sage CRM.
l Sync user. When configuring Exchange Integration, you must flag the mailboxes that will
synchronize with Sage CRM. A user with an Exchange mailbox that's been configured to
synchronize is called a Sage CRM sync user.
l Meeting. An appointment with more than one attendee is a meeting.
l Required attendees. All Sage CRM users (including resource users, but excluding the organizer)
and external attendees added to the appointment in Sage CRM appear as required attendees on
the appointment in the organizer's Exchange mailbox.
l External attendees. The External attendees feature in Sage CRM communications sends an
Exchange meeting request to all invitees both internal and external to the Sage CRM database or
your own Exchange environment.

Synchronized calendar data

Appointments are synchronized between Sage CRM and the default Exchange calendar only.
Appointments are not synchronized between Sage CRM and any secondary Exchange calendars. The
Sync Engine synchronizes the following calendar items between Sage CRM and Exchange if appointments
are set to synchronize bi-directionally.

l All single (non-recurring) appointments and meetings that have not yet synchronized and have an
End Date within the last 14 days or at any date in the future from the time the synchronization
occurs.
l All recurring appointments that have not yet synchronized and where the end date of the recurrence
pattern of the master occurrence is within the last 14 days or at any date in the future from the time
the synchronization occurs.

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 l All single and recurring appointments that have already been synchronized and have been modified
in either system since the last synchronization occurred.
l All single and recurring appointments that have already been synced and have been deleted in
either system since the last synchronization occurred are deleted in the other system.
l During synchronization, private appointments in Sage CRM become private appointments in
Exchange and visa versa.
l All required and optional attendees (including resource users, but excluding the organizer) whose
email address matches a Sage CRM user email address and whose Response is Accepted,
Tentative or Unknown, appear as Sage CRM users in the User selection list on the Sage CRM
appointment. The appointment in Sage CRM is linked to the Sage CRM users.
l Any attendees whose email address matches a Sage CRM user email address and whose
Response is Declined is not added to the appointment in Sage CRM.

Some calendar items cannot be synchronized between Sage CRM and Exchange.

l The following are not synchronized from Exchange to Sage CRM:

l Recurring appointments with no end date.
l Recurring appointments where the number of occurrences in the series exceeds the
maximum number of allowable occurrences in Sage CRM. You can configure this number.
l Yearly recurring appointments where a relative day of the week has been specified in the
recurrence pattern. For example, day, weekday, or weekend-day.
l The following are not synchronized from Sage CRM to Exchange.
l Single or recurring appointments where the organizer of the appointment has not been
configured to synchronize with Exchange.
l Recurring appointments with a daily recurrence pattern of “occurs every…”. This type of
recurrence pattern is available in Sage CRMprior to Exchange Integration only.

Warning: When a synchronized field on an Appointment is updated, a new request is sent to all
attendees. This is particularly important to note when adding confidential information to an Appointment.

Appointment synchronization rules

l The Sync Engine uses the following rules to determine whether calendar items should be
synchronized from an enabled Exchange mailbox to Sage CRM:
l If the organizer of the appointment or meeting is the mailbox owner, the item is synchronized
to Sage CRM as a normal Sage CRM appointment.
l If the organizer is not the mailbox owner, this is an invitee copy of the original meeting. In this
case, if the organizer is a Sage CRM Sync User, this invitee copy is not synchronized to

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 Sage CRM. It is ignored and the organizer’s copy is synchronized from the organizer’s
mailbox to Sage CRM when the Sync Engine synchronizes with the organizer’s mailbox.
l If the organizer is not the mailbox owner, this is an invitee copy of the original meeting. In this
case, if the organizer is not a Sage CRM Sync User, there's no way to retrieve the
organizer’s copy of the meeting. For more information, see Stub appointments.
l The Sync Engine uses the following rules to determine whether calendar items should be
synchronized from Sage CRM to the Exchange Server:
l A single or recurring appointment which satisfies the date range rules is synchronized from
Sage CRM to the mailbox of the organizer of the Sage CRM appointment.
l The Sync Engine instructs the Exchange Server to send out meeting requests, or updates
to a meeting, to the relevant invitees on the meeting. A Send Update method pushes the
organizer’s copy to all invitees as per normal Exchange/Outlook behavior.
Sage CRM doesn’t synchronize anything to the invitee mailboxes. It synchronizes to the organizer
mailbox and the Exchange Server handles all meeting request operations to ensure the Exchange
calendars of all attendees contain the meeting. This means that an appointment or meeting that
synchronizes from Sage CRM to Exchange is identical to an appointment or meeting that's created
directly in the Exchange mailbox and all complex Exchange Server messaging rules are
implemented by Exchange and are not compromised by Sage CRM.

Stub appointments

When a meeting is created in the organizer’s calendar in Exchange, an identical copy of the meeting is
created as a tentative event in the calendar of each invitee. Each invitee can change their copy but the
changes are visible to that invitee only and are not visible to the organizer or any other invitee.

To ensure that a user's Outlook/Exchange calendar mirrors their Sage CRM calendar, all invitee copies are
synchronized to Sage CRM as separate Stub appointments. Each invitee sees their associated stub
appointment only; the appointment is read-only but can be deleted. The exception to this is where the invitee
forwards their copy of the meeting to other people. In this case, the organizer receives an email about the
new invitees and the meeting in the organizer’s calendar is updated to include them. The original invitees are
notified about the new invitees only if the organizer sends a meeting update.

An invitee cannot remove other invitees from their copy of the meeting. Any changes that an invitee makes
to their copy of the meeting are temporary; whenever the organizer modifies the meeting and sends out an
update, all existing invitee copies are overwritten by the organizer’s copy.

Appointment field mappings

Outlook/Exchange Field Sage CRM Field Sage CRM Field (Column)

(Translation)

Subject Subject comm_subject

Location Location comm_location

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 Outlook/Exchange Field Sage CRM Field Sage CRM Field (Column)
(Translation)

Details/Body Details comm_note

Start Time Date/Time comm_datetime

End Time End Time comm_todatetime

All Day Event All day event comm_isalldayevent

Organizer Organizer comm_organizer

Attendees User / External Attendee comm_userid / cmli_externalpersonid

Private Private comm_private

Importance Priority comm_priority

Reminder Reminder comm_notifydelta

Appended to Appt Body CRM Info Translation caption code OTL_

AppointmentDetails

See Include CRM Info In Body in

Synchronization management fields.

Occurrence The Exchange master record recurrence pattern/range maps to the

Sage CRM master record recurrence pattern/range.

Synchronizing tasks
If tasks are set to synchronize bi-directionally between Sage CRM, the Sync Engine synchronizes tasks that
have been modified or created within the last 14 days from when the initial synchronization was started.

Tasks are owned by one user only so synchronization occurs between Sage CRM and the Exchange
mailbox of the task owner. Mass tasks (tasks generated against groups or lists) are not synchronized and
are not included in the skipped items log.

The table below lists task field mappings.

Outlook/Exchange Field Sage CRM Field Sage CRM Field (Column)

(Translation)

Subject Subject comm_subject

Details/Body Details comm_note

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 Outlook/Exchange Field Sage CRM Field Sage CRM Field (Column)
(Translation)

Start Date Start Date/Time comm_todatetime

Due Date Due Date/Time comm_datetime

Owner User comm_userid

Private Private comm_private

Reminder Reminder Date/Time comm_notifytime

Priority Priority comm_priority

Status Status comm_status

% Complete Percent Complete comm_percentcomplete

Date Completed Completed Time comm_completedtime

Appended to Task Body CRM Info Translation caption code OTL_

TaskDetails

The table below lists task status mapping when synchronizing from Exchange to Sage CRM.

Outlook/Exchange Sage CRM

Not Started Pending

In Progress In Progress

Waiting On Someone Else Pending

Deferred Pending

Completed Complete

The table below lists task status mapping when synchronizing from Sage CRM to Exchange.

Sage CRM Outlook/Exchange

Pending Not Started

In Progress In Progress

Complete Completed

Canceled Not Started

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Synchronizing contacts
If contacts are set to synchronize bi-directionally between Sage CRM, the Sync Engine synchronizes
contacts from My CRM | Contacts for users who have been flagged to synchronize. Updates and deletes to
linked contacts are synchronized from Exchange to Sage CRM.

Contacts are not shared by Exchange mailboxes, but contacts from many mailboxes can be linked to one
person record in Sage CRM. Click Add Contacts to manually add contacts from the Outlook client to Sage
CRM.The Lite Outlook Integration Plugin must be installed on the Outlook client to use this functionality.

The table below lists contact field mappings.

Outlook/Exchange Field Sage CRM Field Sage CRM Field (Column)

(Translation)

Title Salutation pers_salutation

First First Name pers_firstname

Middle Middle pers_middlename

Last Last Name pers_lastname

Suffix Suffix pers_suffix

Company Company comp_name

Sage CRM to Exchange sync only.

Job Title Title pers_title

Web Page Address Website pers_website

Department Department pers_department

Email Email Address / Business emai_emailaddress / link_persemai

Email 2 Email Address / Private emai_emailaddress / link_persemai

Street Combines Address 1, addr_address1 addr_address2 addr_

Address 2, Address 3, and address3 addr_address4
Address 4

City City addr_city

State/Province State addr_state

Zip/Postal Code Zip Code addr_postcode

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Outlook/Exchange Field Sage CRM Field Sage CRM Field (Column)
(Translation)

Country/Region Country addr_country

Mailing Address Default Address Check box

Sage CRM to Exchange sync only.

When a contact is synchronized from
Sage CRM to Exchange, the Exchange
address that's associated with the
default Sage CRM address is set as the
Mailing Address.

(Phone numbers) Business Phone / Business Split across phon_countrycode, phon_

areacode, phon_number, where the
phon_type = Business.

Business Fax Phone / Fax Split across phon_countrycode, phon_

areacode, phon_number, where the
phon_type = Fax.

Home Phone / Home Split across phon_countrycode, phon_

areacode, phon_number, where the
phon_type = Home.

Mobile Phone / Mobile Split across phon_countrycode, phon_

areacode, phon_number, where the
phon_type = Mobile.

Pager Phone / Pager Split across phon_countrycode, phon_

areacode, phon_number, where the
phon_type = Pager.

Setting up Exchange Integration

l Deploying the Sync Engine on a remote server
l Deploying the Sync Engine in multi-server environment
l Configuring Exchange Server
l Creating a connection to Exchange Server
l Using Exchange Online (Office 365)
l Granting the SendAs right

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Deploying the Sync Engine on a remote server
You can deploy the Sync Engine on a different machine to the Sage CRM server.

1. Correctly download and install a compatible version of Tomcat on the remote server. Sage CRM
2020 R1 uses Apache Tomcat 8.5.24.
2. Stop the Tomcat service (Apache Tomcat 8.5 <SageCrmInstallName>Tomcat8) on the Sage
CRM server.
3. Move the following from the Sage CRM server to the remote server hosting Tomcat: 
l File %ProgramFiles(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>ExchangeSyncEngine.war
l Folder %ProgramFiles(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>ExchangeSyncEngine
Example:

Source folder on the Sage CRM server Target folder on the remote server

%ProgramFiles(x86)%\Sage\CRM\ <TomcatInstallationFolder>\webapps
<InstallName>\tomcat\webapps\

4. Start the Tomcat service on the Sage CRM server.

5. Go to <TomcatInstallationFolder>\webapps on the remote server.
l Check that <InstallName>ExchangeSyncEngine\WEB-INF\db.properties contains valid
parameters for connection to the database.
l Check that ExchangeSyncEngine\WEB-INF\syncengine.properties contains valid
parameters for a connection to the Sage CRM endpoint. For example:
syncengine.configurationurl=http://2K8X64CRMX86001/sdata/crmj
6. Restart the Tomcat service on the remote server. A restart is required because properties have
been changed.
7. Install the rewriter module so Sage CRM can access the CRMRewriter.
l Copy the CRMRewriter folder from the Sage CRM server (%ProgramFiles
(x86)%\Sage\CRM\Services\IISUtils) to the remote server.
l On the remote server, add an SData application to IIS, which points to the CRMRewriter
folder.
l In the CRM.Rewriter.rules file, remove all lines except the line containing: RewriteRule ^
(/sdata/test.html)/sdata/Default.aspx?r=$1 [R,NC] and for example,
RewriteRule ^/sdata/[install name]ExchangeSyncEngine/(.*)$ http://
[remote server name]:10009/[install name]ExchangeSyncEngine/$1?%{QUERY_
STRING} [P].

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 l In the CRM.Rewriter.rules file change the line: RewriteRule ^/sdata/[install
name]ExchangeSyncEngine/(.*)$ http://pl-crm70-vm:10009/[install
name]ExchangeSyncEngine/$1?%{QUERY_STRING} [P] to match the Exchange Sync
Engine folder and port that Tomcat uses.
l Restart IIS and check that the rewriter module works. For example, the following URL
should return an unauthorized access page: http://localhost/sdata/[install
name]ExchangeSyncEngine/$service/status.
8. Check that the Sync Engine is visible from the Sage CRM server. For example, the following URL
should return an unauthorized access page: http://<sync engine host
name>/sdata/<appname>ExchangeSyncEngine/$service/status.

9. Create a connection to Exchange Server using the Sync Engine deployed on the remote server.
These steps are described in Creating a connection to Exchange Server.

Deploying the Sync Engine in multi-server environment

A multi-server environment is a Sage CRM configuration with more than one Sage CRM server. Users are
load balanced onto different Sage CRM servers based on rules defined in a hardware or software load
balancer.

In this type of environment, it’s important that the Sync Engine runs on only one of the Sage CRM servers. If
there are multiple Sage CRM servers, with an individual exchange Sync Engine deployed on each, there
would be issues with conflicting Exchange synchronization resources and there could also be performance
issues if each Sync Engine tried to perform a synchronization every few minutes.

In multi-server environments, you should install only one Sync Engine instance on the primary server in a
group. To ensure that installing subsequent servers won’t break the existing Exchange synchronization, do
the following.

1. Disable the integration from the Sage CRM UI on the first server.
2. Install the next node.
3. Remove the Replication Engine from the new node.
a. Stop the Apache Tomcat 8.5 <SageCrmInstallName>Tomcat8 Windows service.
b. Remove the file %ProgramFiles(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>ExchangeSyncEngine.war
c. Remove the folder %ProgramFiles(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>ExchangeSyncEngine
d. Start the Apache Tomcat 8.5 <SageCrmInstallName>Tomcat8 Windows service.
4. Enable integration on the first node.

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Configuring Exchange Server

Note: Ensure the user's Sage CRMemail address matches the impersonated user's primary SMTP
address in Exchange. Also ensure the user is included in the global address list in Exchange.

You must prepare Exchange Server to ensure Sage CRM Exchange Integration works correctly.

1. Complete the prerequisites to configure Exchange Impersonation. For more information, see the
latest articles on msdn.microsoft.com.
l Enable Client Access Server (CAS) on Exchange Server. This performs several functions
including exposing the EWS virtual directory.
l Set up domain administrator credentials, or other credentials with the permission to create
and assign roles and scopes.
l Install Remote PowerShell on the computer from which you run commands.
2. Set up an Exchange impersonated user mailbox to access the mailboxes of other Exchange users if
you have not already done so.
3. Run the following cmdlet in the Exchange Management Shell. This applies the
ApplicationImpersonation role to the Exchange impersonation user so that it can access other
mailboxes.

New-ManagementRoleAssignment –Name:<any name> –Role:ApplicationImpersonation

–User:<impersonation user name here>

For more information about the Exchange Management Shell, see Using the Exchange
Management Shell on msdn.microsoft.com.
For complete information about the New-ManagementRoleAssignment cmdlet, run the following
command in the Exchange Management Shell:

Get-Help New-ManagementRoleAssignment -Full

Alternatively, to manually enable a user for impersonation using EAC, add the
ApplicationImpersonation admin role in permissions and add the mailbox used for impersonation to
this role.

If you're using Office 365 Online, you must explicitly give the impersonated user application
impersonation rights in the Office 365 Exchange Admin Centre or via PowerShell commands.
4. Using Outlook Web Access, log on as the impersonation user to initialize the account.
5. Click Servers | Virtual directories | EWS | Authentication and enable Basic authentication in the
Exchange Administration Center (EAC). Basic authentication is how Sage CRM authenticates with
EWS. On its own, Basic authentication is not a secure authentication method so we recommend
that you use Secure Sockets Layer (HTTPS) for the connection between Sage CRM and Exchange
to secure the connection.

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 Warning: If your Exchange hosting provider does not support Basic authentication on the EWS virtual
directory and supports Windows authentication only, you cannot configure Exchange Integration
because Sage CRM does not support Windows authentication.

Creating a connection to Exchange Server

You must create a connection from Sage CRM to the Sync Engine and from the Sync Engine to Exchange
Server.

1. Click <My Profile>| Administration | Email and Documents | Exchange Server Integration |
Connection Management.
2. Click New.
3. Complete the Exchange Server connection fields.
a. Enter a value in Exchange Web Service URL, Exchange Server User Name, Domain,
and Password for an Exchange Server impersonation user.
b. Enter a value in CRM User Name for the Sage CRM user with full administrator rights who
is used to communicate between Sage CRM and the Sync Engine.
c. To deploy the Sync Engine remotely, select No in Use Default Sync Engine Location and
select the checkboxes. For more information, see Deploying the Sync Engine on a remote
server.
4. Click Save.
5. Click Continue. The Exchange Server Connection and User Mailbox Management tabs are
displayed.
6. Select the user mailboxes that you want to enable for synchronization and review the
synchronization options. For more information, see Enabling user mailboxes for synchronization
and Synchronization management fields.

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Exchange Server connection fields

Field Description

Exchange Exchange Web Services (EWS) URL of Exchange Server. HTTP and HTTPS are
Web Service supported. For example, https://myserver/ews/exchange.asmx
URL
You must enter the the correct EWS endpoint, and not the link to the EWS WSDL
definition file. To use Office 365, enter
https://outlook.office365.com/EWS/Exchange.asmx
Note: Use this tool to test your EWS connection:
https://testconnectivity.microsoft.com

Exchange User name of a Windows Exchange Server mailbox that has access to the mailboxes at
Server User the EWS endpoint that you want to synchronize with. This is Exchange Server exposed
Name by the EWS API.

Domain Windows domain of the Exchange Server account specified in Exchange Server User
Name.

Password Password of the Exchange Server account specified in Exchange Server User Name.

CRM User User name of the Sage CRM user with full Administrator rights that's used to
Name communicate between Sage CRM and the Sync Engine.

Use Default When the connection is saved and established, the Sync Engine is deployed by default
Sync Engine to %ProgramFiles(x86)%\Sage\CRM\<InstallName>\Tomcat\Webapps directory of
Location the Sage CRM installation. To deploy the Sync Engine in an alternative location, set this
field to No. For more information, see Deploying the Sync Engine on a remote server.
If you change the default port for Sage CRM on IIS to any port other than port 80, and
want to set up Exchange Integration, you must set this field to No and enter the server
name and port number separated by a colon(:) in Sync Engine Location.

Sync Engine The SData URL of the remotely deployed server. This field is displayed only if you set
Location Use Default Sync Engine Location to No.

Outlook A read-only field that displays the version of the Lite Outlook Plugin used with Exchange
Plugin Integration.
Version

Allow Users Yes displays the Install Lite Outlook Integration button in <My Profile> | Preferences.
to Manually This button allows users who've been set up to synchronize with Exchange to install the
Install Plugin Lite Outlook Plugin.

No hides the button. Select this if you don't want users to access the plugin or if you want
to install the plugin using MSI/Active Directory Group Policy. For more information, see
About Lite Outlook Integration.

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 Field Description

Allow Non- Yes allows users with the appropriate security/territory rights to edit appointments in
Organizers to Sage CRM which are linked to appointments in the organizer mailbox.
Edit Linked
Organizer No allows only the (Exchange) organizer of the appointment to edit the appointment in
Appointments Sage CRM.

Logging Level Full logging writes all errors, skipped items, conflicts, and all other logging regarding the
synchronization to the log files.

Log files are saved in: ..\Program Files\Sage\CRM\[Install Name]\Logs\Exchange

Integration.

You can view log files in <My Profile> | Administration | Email and Documents
| Exchange Integration | Logging.

Users with rights to view their own log files can view them in My CRM | Exchange
Integration Logs.

For more information, see Working with Exchange Integration logs.

Send updates Yes sends an update to all attendees of a meeting that occurred in the past whenever a
to past user makes a change to the meeting information.
appointments

Using Exchange Online (Office 365)

You can use Exchange Online as an SMTP and POP server with Sage CRM. Exchange Online requires the
use of TLS with SMTP / POP3. This is supported natively by Sage CRM.

1. Log into Outlook Web Access (OWA) at login.microsoftonline.com.

a. Open mail POP and IMAP settings.

At the time of writing, these settings were available at the following URL:

https://outlook.office.com/owa/?path=/options/popandimap

b. Note the server name and ports. Typically, you need SMTP settings for sending emails) and
POP settings for Email Manager). The default settings are as follows:
Protocol Server name Port

SMTP smtp.office365.com 587

POP3 outlook.office365.com 995

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 2. In Sage CRM, go to <My Profile> | Administration | Email and Documents | Email
Configuration.
a. Enter the server name and port.
b. To send emails to Exchange Online, select Use TLS for SMTP.

For supported TLS versions, see the 2020 R1 Hardware and Software Requirements.
3. Click <My Profile> | Administration | Email and Documents | Email Management Server
Options and select Use TLS for POP.
4. Sage CRM automatically negotiates the correct version of TLS with Exchange Online.
5. Grant your Sage CRM SMTP user the SendAs right. For more information, see Granting the
SendAs right.

Granting the SendAs right

l Granting the SendAs right to an SMTP user
l Granting SendAs right to a group
l Granting SendAs right to all mailboxes

Granting the SendAs right to an SMTP user

To send emails from Sage CRM as any user, you must enable the SendAs right on the Exchange server
using PowerShell.

Note: PowerShell is installed on your client. You don't need to install the Exchange remote PowerShell
tools.

1. Allow all PowerShell scripts to run:

Set-ExecutionPolicy Unrestricted

2. Run the following command:

$LiveCred = Get-Credential

3. When prompted, enter the credentials for an Exchange administrator. The Exchange connection
URL shown below (https://ps.outlook.com/powershell/) is for Exchange Online, but you
can substitute your own Exchange CAS server, or an Exchange instance hosted by a third party.
$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri
https://ps.outlook.com/powershell/ -Credential $LiveCred -Authentication
Basic -AllowRedirection
Import-PSSession $Session
Enable-OrganizationCustomization
This command may take a few moments to complete.
4. When you're connected to the Exchange instance, you can grant the SendAs right in one of the
following ways:

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 l Add the Exchange users to an Active Directory group or distribution group and grant the
SendAs right to the group. This is a good option if you plan to do something else with these
users. See Granting the SendAs right to an SMTP user.
l Grant the SendAs right on all mailboxes. This approach is quick but applicable only for
smaller organizations where all users use Sage CRM. See Granting the SendAs right to an
SMTP user.

Note: Use the pipe operator (|) to get an array of mailbox objects and send them to your command. This
allows you to quickly grant the SendAs right over a large number of mailboxes, without selecting them all
individually.

Granting SendAs right to a group

1. Create a distribution list called CRM Users containing two Exchange users who also use Sage
CRM. The user email addresses in the example below are [email protected] and
[email protected].
New-DistributionGroup -Name "CRM Users" -IgnoreNamingPolicy
"[email protected]","[email protected]" | %{ Add-
DistributionGroupMember -Identity "CRM Users" -Member $_ }

2. Run the following command to list the members of the distribution group:
Get-DistributionGroupMember "CRM Users"

This returns the members:

Name RecipientType
---- -------------
ebdenm UserMailbox
mayes UserMailbox

3. Send the members of the distribution group to the Get-Mailbox command and forward the array of
resolved mailboxes to the Add-MailboxPermission cmdlet. The mailbox for the Sage CRM SMTP
user is [email protected]:
Get-DistributionGroupMember "CRM Users" | Get-Mailbox | Add-MailboxPermission
-User [email protected] -AccessRights FullAccess

4. Set the SendAs permissions:

Get-DistributionGroupMember "CRM Users" | Get-Mailbox | Add-
RecipientPermission -AccessRights SendAs -Trustee [email protected]

Granting SendAs right to all mailboxes

Run the following commands. Do not filter by the distribution group:

Get-Mailbox | Add-MailboxPermission -User [email protected] -AccessRights
FullAccess

Get-Mailbox | Add-RecipientPermission -AccessRights SendAs -Trustee crmuser@panoply-

tech.com

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Synchronizing Exchange and Sage CRM
l Enabling user mailboxes for synchronization
l Setting Exchange synchronization options
l Enabling Exchange Integration
l Enabling Exchange synchronization
l Staggering the initial synchronization
l Working with synchronization errors
l Working with Exchange Integration logs
l Viewing synchronization statistics

Enabling user mailboxes for synchronization

You must select the Sage CRM user mailboxes that you want to synchronize with Exchange. Exchange
Integration does not support synchronization with public mailboxes or with mailboxes that have been
exposed to an Exchange Server through Federation Trust.

Note: Exchange Integration does not use users' licenses when carrying out a synchronization, so the
number of users enabled for the integration can be greater than the number of concurrent licenses.

1. Click <My Profile> | Administration | Email and Documents | Exchange Server Integration |
Connection Management.
2. Click the User Mailbox Management tab. A list of all Sage CRM users (excluding Disabled,
Deleted, Resource users, or any users without an email address) is displayed.
3. Click Change. This button is displayed only if the synchronization process is disabled.
4. Select the Synchronize checkbox beside the user mailboxes that you want to synchronize with
Exchange. We strongly recommend that you enable all Sage CRM users for Exchange
synchronization to ensure a seamless integration. Synchronization does not occur until the
synchronization is enabled.
5. Click Save. The Sync Engine checks the connection to the user mailboxes through the
impersonation user.
l Where a connection to a mailbox is successful, an Enabled icon is displayed in the
Synchronization column.
l Where a connection to a mailbox is unsuccessful, a Failed icon is displayed in the
Synchronization column.

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 l If two email addresses in Sage CRM map to one primary email address in Exchange, the first
connection is successful but the second connection is successful. See the log files for more
information about failed connections.

Setting Exchange synchronization options

The rules that are used to synchronize data between Sage CRM and Exchange are based on the default
Exchange synchronization management settings where appointments, tasks, and linked contacts are
synchronized in both directions during Exchange Integration. You can change the values of these settings to
suit your particular business requirements.

1. Click <My Profile> | Administration | Email and Documents | Exchange Server Integration |
Synchronization Management.
2. If the connection is currently enabled, click Disable. The Connection Status must be disabled to
make changes to Exchange synchronization options.
3. Click Change.
4. Change the values in the Synchronization management fields.
5. Click Save.

Synchronization management fields

All Synchronization Management fields are global and apply to all mailboxes involved in the synchronization.
All fields on the Status panel are read-only.

Field Description

Exchange Web Service URL Exchange Web Services URL that was specified when setting up the
connection to Exchange Server.

Connection Status Disabled when a connection is first set up or if the connection has been
temporarily disabled. For example, when you are enabling additional
user mailboxes for synchronization.

Current Sync State Blank when the connection is disabled.

In Progress when the synchronization is enabled and in progress.

Waiting to Sync when the synchronization is enabled but not currently in

progress. For example, a synchronization has just finished and another
is due in five minutes.

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Field Description

Last Sync Status The status of the most recent synchronization.

Blank when the connection was never enabled or a synchronization is in

progress.

Success when no errors were encountered during the last

synchronization.

Fail when the number of standard errors during the last synchronization
was greater than the value in Max Errors Allowed or a fatal error
occurred.

Success with Errors when the number of standard errors in the last
synchronization was less than or equal to the value in Max Errors
Allowed.

Interrupted when you disabled the synchronization process while it was

in progress.

Last Sync Time Date and time that the most recent synchronization started.

Next Sync Time Date and time of the next scheduled synchronization. This is the time
that the last synchronization finished + the synchronization interval
(minutes).

Errors in Last Sync The number of errors in the last synchronization .

Conflicts in Last Sync The number of conflicts in the last synchronization. This is not dependent
on the selected logging level.

Skipped Items in Last Sync The number of skipped items in the last synchronization. This is not
dependent on the selected logging level.

Sync Appointments Yes synchronizes appointments in the direction defined in Appointment

Sync Direction.

For information about fields that are synchronized, see

Appointment field mappings.

No never synchronizes appointments.

Sync Tasks Yes synchronizes tasks in the direction defined in Task Sync Direction.

For information about fields that are synchronized, see Synchronizing

tasks.

No never synchronizes tasks.

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Field Description

Sync Contacts Yes synchronizes contacts in the direction defined in Contact Sync
Direction.

For information about fields that are synchronized, see Synchronizing

contacts.

No never synchronizes contacts.

Appointment Sync Direction This field is disabled if Sync Appointments is set to No.

Task Sync Direction This field is disabled if Sync Tasks is set to No.

Contact Sync Direction This field is disabled if Sync Contacts is set to No.

There is no Exchange to CRM Only option because unlinked Exchange

contacts are never synched to Sage CRM.

Appointment Conflicts Determines which version is used when there's a duplicate or conflict on
an appointment record.

This field is disabled if Appointment Sync Direction is set to one-way

(either Exchange to CRM Only or CRM to Exchange Only) or Sync
Appointments is set to No.

Task Conflicts Determines which version is used when there's a duplicate or conflict on
a task record.

This field is disabled if Task Sync Direction is set to one-way (either

Exchange to CRM Only or CRM to Exchange Only) or Sync Tasks is
set to No.

Contact Conflicts Determines which version is used when there's a duplicate or conflict on
a contact record.

This field is disabled if Contact Sync Direction is set to one-way

(CRM to Exchange Only), or Sync Contacts is set to No.

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Field Description

Archived Appointment Policy Appointments deleted in Exchange, either deliberately or as a result of

(days) archiving, are received by Sage CRM as delete requests. It is not
desirable to automatically delete the appointments in Sage CRM just
because they are archived by Exchange so this field enables you to set
an archived appointment policy.

The default value is 180. Using the default value, if a delete request
comes from Exchange on an appointment where the End Date is 180
days or older, the appointment is not deleted, but the link to Exchange is
deleted. If the appointment is deleted in Exchange and the End Date is
within 180 days, the appointment is deleted in Sage CRM.

You can enter zero and blank values, but we don't recommend that you
use these. Using zero, if a delete request comes from Exchange on any
appointment regardless of its age, the appointment is not deleted, but
the link to Exchange is deleted.

Using blank, if a delete request comes from Exchange on any

appointment regardless of its age, the appointment is deleted.

This field is disabled if Appointment Sync Direction is set to CRM to

Exchange Only.

Archived Recurring The default value is 180. Using the default value, if a delete request
Appointment Policy (days) comes from Exchange on a series of appointments where the End Date
of the last occurrence in the series is 180 days or older, the series is not
deleted, but the link to Exchange is deleted. If the series of appointments
is deleted in Exchange and the End Date of the last occurrence in the
series is within 180 days, the series is deleted in Sage CRM.

You can enter zero and blank values, but we don't recommend that you
use these. Using zero, if a delete request comes from Exchange on a
series of appointments regardless of its age, the series is not deleted, but
the link to Exchange is deleted.

Using blank, if a delete request comes from Exchange on a series of

appointments regardless of its age, the series is deleted.

This field is disabled if Appointment Sync Direction is set to CRM to

Exchange Only.

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Field Description

Archived Task Policy (days) The default value is 180. Using the default value, if a delete request
comes from Exchange on a task where the Last Modified Date is 180
days or older, the task is not deleted, but the link to Exchange is deleted.
If the task is deleted in Exchange and the Last Modified Date is within
180 days, the task is deleted in Sage CRM.

You can enter zero and blank values, but we don't recommend that you
use these. Using zero, if a delete request comes from Exchange on any
task regardless of its age, the task is not deleted, but the link to
Exchange is deleted.

Using blank, if a delete request comes from Exchange on any task

regardless of its age, the task is deleted.

This field is disabled if Task Sync Direction is set to CRM to Exchange

Only.

Sync Interval (minutes) Number of minutes between the end of the last synchronization and the
start of the next synchronization. The default value is 5.

Set this field to zero to start the next synchronization as soon as the last
synchronization ends.

Response Timeout Number of seconds that Sage CRM waits for a response from the
(seconds) Exchange Web Services endpoint or the Sync Engine before returning a
fatal error.

The default value is 300. If timeouts occur for the first synchronization,
increase this value for the first synchronization and then decrease the
value. If subsequent synchronizations result in timeouts, increase this
value for normal operation to suit your environment.

Max Errors Allowed Number of standard errors allowed before the synchronization fails. The
default value is 100.

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 Field Description

Include CRM Info in Body Yes displays the top content (related company and person) of an
appointment in the appointment body in Exchange. You can customize
the top content that's included in the body in <My Profile> |
Administration | Translations (caption code OTL_
AppointmentDetails, OTL_TaskDetails).

The setting does not apply to tasks because top content is always
included in tasks.

No allows a user to edit the Regarding panel fields on a Communication

record.

This field is disabled if Sync Appointments is set to No.

Expand Distribution Lists Yes synchronizes a meeting invitation or appointment scheduled for a
distribution list in Exchange to Sage CRM as an appointment for each
member of the list.

Enabling Exchange Integration

When you've enabled Exchange Integration, you should avoid disabling it and re-enabling Classic Outlook
Integration. If you must disable Exchange Integration, you should do so under guidance from a Sage CRM
support professional only.

1. Click <My Profile> | Administration | System | System Behavior.

2. Click Change.
3. Select Yes from Use Exchange Server Integration.
4. Click Save.

When Exchange Integration is enabled, several things happen in Sage CRM.

l The Exchange Server Integration menu option is displayed in <My Profile> | Administration |
Email and Documents.
l The Synchronize with Exchange Server checkbox and Show Exchange Server Integration Logs
field are displayed in <My Profile> | Administration | Users | Users | <user>. For more
information, see User fields.
l Classic Outlook Integration fields are no longer displayed in <My Profile> | Administration | Users
| User Configuration. For more information, see User Configuration Settings fields.
l The Install / Re-install Classic Outlook Integration button and Full Menu In Outlook field are no
longer displayed in <My Profile> | Preferences.

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 l Users can no longer work with Classic Outlook Integration.
l Records linked to Outlook clients through Classic Outlook Integration are no longer synchronized.

Enabling Exchange synchronization

Only default calendar, task list and contacts folders are synchronized. Sub-folders aren't synchronized so
you should save any data that you don't want to synchronize with Sage CRM in sub-folders.

1. Click <My Profile> | Administration | Email and Documents | Exchange Server Integration |
Synchronization Management.
2. Click Enable.The synchronization status changes to In Progress.

When the synchronization has completed, the synchronization status changes to Waiting before the next
sync is due.

Staggering the initial synchronization

If you have large volumes of data and user mailboxes, you could consider a staggered approach to the initial
synchronization. This example describes a staggered approach to the initial synchronization of 210 user
mailboxes, 30 mailboxes at a time.

1. Click <My Profile> | Administration | Email and Documents | Exchange Server Integration |
Connection Management | User Mailbox Management and flag users 1-30 to synchronize.
2. Click <My Profile> | Administration | Email and Documents | Exchange Server Integration |
Synchronization Management and trigger an initial synchronization for these 30 users only. When
the initial synchronization for these users is finished, disable the synchronization.
3. Flag users 31 – 60 to synchronize and re-enable the synchronization. This triggers an initial
synchronization for users 31 – 60 and a subsequent synchronization for users 1 – 30.
4. When this synchronization is finished, disable the synchronization.
5. Flag users 61 – 90 to synchronize and re-enable the synchronization. This triggers an initial
synchronization for users 61 – 90 and a subsequent synchronization for users 1 – 60.
6. When this synchronization is finished, disable the synchronization.

Working with synchronization errors

You should monitor the synchronization to ensure there are no errors:

l Use HTTP Debugger to capture synchronization traffic.

l View the synchronization status page. For more information, see Viewing synchronization statistics.
l Monitor the log files. For more information, see Working with Exchange Integration logs.

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Types of error

Sage CRM handles the following scenarios as standard errors. They are logged according to the specified
logging level

l Data Sync Error. Data is synchronized from Exchange to Sage CRM or Sage CRM to Exchange,
but Sage CRM or Exchange cannot process the create/update/delete for a
contact/task/appointment. For example, because non-numeric characters have been synchronized
to an Integer field. Each failed create/update/delete from either Sage CRM or Exchange is added to
the overall error count for a specific synchronization.
l Cannot Connect to Mailbox. During the course of a synchronization, Sage CRM cannot connect to
a specific Exchange mailbox that has been flagged to synchronize with Sage CRM. The Sage CRM
user mailbox is flagged with a red X in the User Mailbox Management list and the Last Sync column
displays the last time a synchronization was successfully started for the user. Sage CRM doesn't
attempt to reconnect to the mailbox during the current synchronization. It does attempt to connect
during the next synchronization.

Sage CRM handles the following scenarios as fatal errors and stops all activity for the current
synchronization. Fatal errors are logged according to the specified logging level and synchronization is
attempted at the next scheduled synchronization time.

l No response from EWS endpoint or Sync Engine within the time specified in Response Timeout.
l Sage CRM cannot connect with the EWS URL. For example, due to an authentication problem.
l Sage CRM is connected to Exchange Server but not to any of the flagged mailboxes.
l Sage CRM cannot connect to the Sync Engine or vice versa.

Troubleshooting steps

When trying to identify the cause of an error, do the following:

l Establish if the error occurs on all mailboxes, or only certain mailboxes. To do this, disable all users
except the problem user, and test with specific synchronization types.
l Investigate if the error occurs during a specific type of synchronization. For example, when
synchronizing contacts from Sage CRM to Exchange, or when synchronizing tasks from Exchange
to Sage CRM. If it occurs when synchronizing from Exchange to Sage CRM, check the SCRM and
Exchange Sync Engine logs. If it occurs when synchronizing from Sage CRM to Exchange, check
the CXF and Exchange Sync Engine logs.
l Investigate if the synchronization causes the Exchange Sync Engine to stop responding. Check the
Tomcat service logs for a crash.
l Check all relevant logs. An issue with data synchronization is not necessarily a fault in the Sync
Engine. Errors reported by the Sync Engine could be caused by errors on one of the endpoints.

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Working with Exchange Integration logs
You can view Exchange Integration logs in <My Profile> | Administration | Email and Documents |
Exchange Server Integration | Logging. You can view log files for each user (User logs) or for all user
mailboxes and the whole configuration (Generic logs).

You can also view the logs from the Sage CRM installation in
%ProgramFiles(x86)%\Sage\CRM\<InstallName>\Logs\Exchange Integration.

Users with rights to view their own log files can view them in My CRM | Exchange Integration Logs.

Setting logging levels

You set the logging level for the logs in the table below in <My Profile> | Administration | Email and
Documents | Exchange Server Integration | Connection Management. For more information, see
Exchange Server connection fields.

Log File Description

User folder Logs activity information and skipped items on individual mailboxes and
errors that occur on a single mailbox.

Generic folder Logs errors and activity not associated with a specific mailbox. The
exchangeConfiguration log is most likely to contain errors the occur on a
webapp level.

Exchange Configuration Log Contains all activity on the configuration of the Exchange Integration for
any given day including connecting to the Sync Engine, connecting to the
EWS endpoint, and connecting to specific mailboxes.

The file name for this log is [date]ExchangeConfigurationLog.log.

Exchange Conflicts Contains all conflicts for the Exchange Integration for any given day, for
all mailboxes involved in a synchronization that day.

The file name for this log is [date]ExchangeConflictLog.log. Also

available as a user log, User Conflicts [date][username]_
ConflictLog.log.

Skipped Items - CRM to Contains all skipped items when synchronizing from Sage CRM to
Exchange Exchange for the Exchange Integration for any given day, for all
mailboxes involved in a synchronization that day.

The file name for this log is [date]SkippedItemsCRMToExchange.log.

Also available as a user log, User Skipped Items - [date][username]_

SkippedItemsCRMToExchange.log.

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 Log File Description

Skipped Items - Exchange to Contains all skipped items when synchronizing from Exchange to Sage
CRM CRM for the Exchange Integration for any given day, for all mailboxes
involved in a synchronization that day.

The file name for this log is [date]SkippedItemsExchangeToCRM.log.

Also available as a user log, User Skipped Items - [date][username]_

SkippedItemsExchangeToCRM.log.

Sync Activity - CRM to Contains all sync activity and sync-related errors for any given day for all
Exchange mailboxes involved when synchronizing from Sage CRM to Exchange.

The file name for this log is [date]SyncActivityCRMToExchange.log.

Also available as a user log [date][username]_
SyncActivityCRMToExchange.log.

Sync Activity - Exchange to Contains all synchronization activity and synchronization-related errors
CRM for any given day for all mailboxes involved when synchronizing from
Exchange to Sage CRM.

The file name for this log is [date]SyncActivityExchangeToCRM.log.

Also available as a user log [date][username]_

SyncActivityExchangeToCRM.log.

You set the logging level for the logs in the table below in the log4j.properties file in the
exchangesyncengine webapp WEB-INF folder.

Log File Description

Exchangesynchronisation - High level activity log that displays the number of records to be
log4j.properties file processed. In general, it indicates if an error response is retrieved
from EWS or CRMJ.

Exchangesyncengine Logs activity (including GETs and POSTs), HTTP error codes if
received, and stack traces.

Exchangesyncdefault Logs all synchronization activity. This displays everything that occurs
in sequence.

Exchangesynch Logs errors that occur on individual synchronization items going to

CRMJ or EWS.

Exchangesyncenginestacktrace Logs stack traces caused by exceptions. This is a useful starting point.

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Logging tips

l Don’t enable DEBUG logging on any webapp until you've identified the general area where the
problem is occurring.
l If you're unsure which area is causing the error, archive logs and generate a new set of standard
logs.
l If you believe an error is returned by Exchange, or the error is caused by data sent to Exchange,
enable the general, inbound, and outbound CXF logs.
l If you believe the error is occurring in the CRMJ webapp, examine the CRMJ log files.

Viewing synchronization statistics

Open a web browser and navigate to
http://<servername>/sdata/<installname>ExchangeSyncEngine/$service/status?html

The following information about the Exchange Integration synchronization is displayed:

l Synch Engine Status

l Heatbeat date
l Syncrhonization Statistics
l Source Endpoint
l Target Endpoint
l Resource
l Sync Digest Time
l Sync Source Time
l Sync Target Time
l Sync Result Time
l Items Count

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Classic Outlook Integration
l About Classic Outlook Integration
l Setting up Classic Outlook Integration
l Mapping data between Outlook and Sage CRM

About Classic Outlook Integration

Classic Outlook Integration files emails, and synchronizes contacts, appointments, and tasks between Sage
CRM and Microsoft Outlook. It lets users file single or multiple Outlook emails to one or more Sage CRM
records, and attach Sage CRM shared documents to Outlook emails. Sage CRM Classic Outlook
Integration supports email accounts running on Microsoft Exchange Server MAPI or POP3. Roaming
Profiles are not supported.

The first synchronization synchronizes:

l Recurring appointments.
l Appointments which have been modified in the last 14 days.
l Appointments with an end date between the last 14 days and today.
l Tasks which have been modified in the last 14 days.

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 l Tasks with a status of Pending or In Progress.
l Any flagged Sage CRM contacts, or contacts that have been added to the Contacts tab in Outlook.

Subsequent synchronizations synchronize:

l Appointments modified since the last synchronization.

l Tasks modified since the last synchronization.
l Any new, updated, or deleted flagged Sage CRM contacts, or any new, updated, or deleted
contacts on the Contacts tab in Outlook. If a synchronized Sage CRM contact shares an address
with another person or company, and you change the address in Outlook, Sage CRM updates the
shared address with the new information during Contact synchronization.

How to enable Classic Outlook Integration

In order to use Classic Outlook Integration, a user must download and install a plugin on the client machine.
The plugin works on a 32-bit machine only. As a system administrator, you can display or hide the button
that allows users to install the plugin.

Note: The plugin installer (.msi) file cannot be used to deploy the plugin via Group Policy.

Task Help

Specify Sage CRM time zone settings. Incorrect time zone Setting the time zone
settings can prevent Sage CRM contacts synching to
Outlook.

Display the Install Classic Outlook Integration button for a Configuring Classic Outlook Integration
specific user.

If you're using Sage CRM over HTTPS, or you're using a Changing Classic Outlook Plugin port
non-standard port, you might need to change the default port
used by the Classic Outlook Plugin installer.

How to set up synchronization

Task Help

Select the direction in which data is synchronized between Configuring Classic Outlook Integration
Outlook and Sage CRM.

Enable synchronization of contacts, appointments, and tasks. Configuring Classic Outlook Integration

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 Task Help

Prevent synchronization to Outlook for specific Sage CRM Preventing synchronization to Outlook
records if necessary.

Decide what happens to appointments, tasks, and contacts in Configuring Classic Outlook Integration
Sage CRM when they're deleted in Outlook.

Specify how to manage synchronization conflicts. Configuring Classic Outlook Integration

Configure how often automatic synchronization occurs. Configuring Classic Outlook Integration

Enable logging for Classic Outlook Integration so users can Enabling logging for Classic Outlook
view and resolve synchronization errors. Integration

How data is mapped between Sage CRM and Outlook

Task Help

Review how contacts are mapped between Sage CRM and Contact data mappings
Outlook and change the mappings if necessary.

You can use data upload to import a large number of contacts Uploading Outlook Contacts to Sage
from Outlook to Sage CRM. CRM

Review how appointments are mapped between Sage CRM Appointment data mappings
and Outlook and change the mappings if necessary.

Review how tasks are mapped between Sage CRM and Task data mappings
Outlook and change the mappings if necessary.

Review how tasks statuses are mapped between Sage CRM Task status mappings
and Outlook and change the mappings if necessary.

You can customize the details that are added to tasks and Customizing task and appointment
appointments sent from Sage CRM to Outlook. details

Classic Outlook Integration licenses

The Classic Outlook Plugin uses Sage CRM concurrent licenses as follows:

l If a user is filing emails or adding contacts in Outlook using the plugin, one seat of a concurrent
license is used.
l If a user is filing emails or adding contacts in Outlook using the plugin, and is also logged on to Sage
CRM using a browser, one seat of a concurrent license is used.

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 l If a user is filing emails or adding contacts in Outlook using the plugin, and a second user is logged
on to Sage CRM using a browser, two seats of a concurrent license are used.
l The license is freed up when Outlook closes or the Sage CRM session expires. Where a user is
using the plugin in Outlook and using Sage CRM in a browser, the license is freed only when both
Outlook and the Sage CRM session close. The license is not freed when the user action (synching,
or filing an email) completes.

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Setting up Classic Outlook Integration
l Setting the time zone
l Configuring Classic Outlook Integration
l Signing Outlook Plugin installer (.msi) files
l Changing Classic Outlook Plugin port
l Translating Classic Outlook Integration messages
l Preventing synchronization to Outlook
l Enabling logging for Classic Outlook Integration

Setting the time zone

It's important that the Sage CRM time zone settings are set correctly. Incorrect time zone settings can
prevent Sage CRM contacts synching to Outlook unless a Sync Info Reset is performed in the Classic
Outlook plugin.

1. Click <My Profile> | Administration | System | System Behavior and set the value of Server time
zone to the time zone set in Date and Time in the Windows Control Panel on the CRM server.
2. Click <My Profile> | Administration | Users | <user> | Users Preferences and set the value of
Time Zone to the time zone set in Date and Time in the Windows Control Panel on the user's
machine. This may be different for users in different office locations, or for users who are accessing
Sage CRM while traveling. Alternatively, the user can set the value in <My Profile> | Preferences |
Time Zone.

Configuring Classic Outlook Integration

The recommended setting when using IIS Auto Login is to disable IIS Anonymous Authentication on the
CRM web server. Classic Outlook Integration doesn't work when Anonymous Authentication is disabled.
For a workaround, see Using Classic Outlook Integration with Auto Login in the Troubleshooting Help.

1. Click <My Profile> | Administration | Users | User Configuration.

2. Click Change and update the Classic Outlook Integration settings.
3. To display the Install Classic Outlook Integration button that lets users download and install the
Classic Outlook Plugin, set Outlook Integration Options to Classic Outlook Integration or Both.
4. Click Save.

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Field Description

Outlook Plugin Version Specifies the Classic Outlook Plugin version. Use this field to manually
update the Outlook Plugin version after installing an Outlook Plugin
patch.

Outlook Integration Options l Classic Outlook Integration. Displays a button that lets the user
install the Classic Outlook Plugin and use Classic Outlook
Integration.
l Lite Outlook Integration. Displays a button that lets the user
install the Lite Outlook Plugin and use Lite Outlook Integration. If
Exchange Integration is enabled, the Lite Outlook plugin provides
additional functionality to the Exchange Integration.
l Both. Displays both the Classic Outlook button and the Lite
Outlook button on a 32-bit system. It displays only the Lite
Outlook button on a 64-bit system. Only one plugin can be
installed.
l None. Prevents the user installing the Classic Outlook Plugin or
the Lite Outlook Plugin because no plugin buttons are displayed.

One Way Synchronization Specifies the direction in which data is synchronized between Outlook
and Sage CRM in Classic Outlook Integration.

l No. Data is synchronized bidirectionally, from Sage CRM to

Outlook and from Outlook to Sage CRM.
l From Outlook to CRM only. Data is synchronized from Outlook
to Sage CRM only.
l From CRM to Outlook only. Data is synchronized from Sage
CRM to Outlook only.

When you change this value, users must restart their Sage CRM session
in Outlook and initiate synchronization for the change to take effect.

Synchronize Outlook Specifies whether to delete appointments, tasks, and contacts in Sage
Deletions CRM when they're deleted in Outlook. The items are deleted in Sage
CRM during Outlook synchronization.

l Yes. Deletes appointments, tasks, and contacts in Sage CRM if

the user has rights to delete them.
l No. Leaves appointments, tasks, and contacts intact in Sage
CRM.

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Field Description

Managing CRM and Outlook Specifies how to resolve data conflicts between Outlook and Sage
Updates CRM when bidirectional synchronization is enabled (One Way
Synchronization is set to No). To view conflicts, use the View Conflict
Log in Outlook.

l Outlook Updates Win. The changes made to Outlook will

appear in both Outlook and Sage CRM. This is the
recommended option for organizations that use Outlook as their
primary appointment scheduling tool. The default for new
installations is Outlook Updates Win.
l Organizer Updates Win. This applies to appointments only. This
is the recommended option for organizations that mainly rely on
Sage CRM for their customer interaction management and have
a number of users who use Outlook to organize and update
meetings.
When the appointment organizer (the person who created the
appointment in Outlook) initiates synchronization, changes
made in Outlook overwrite any conflicting data in Sage CRM.
When any other user initiates synchronization, changes made in
Sage CRM overwrite any conflicting data in Outlook.
l CRM Updates Win. Changes made to Sage CRM appear in
both Outlook and Sage CRM. This is the recommended option
for organizations that use Sage CRM as their primary
appointment scheduling tool.

Synchronize Outlook Enables or disables the synchronization of contacts between Outlook

and Sage CRM.
Contacts
l Yes. Enables the synchronization of contacts.
l No. Disables the synchronization of contacts.

Synchronize Outlook Enables or disables the synchronization of appointments between

Appointments Outlook and Sage CRM.

l Yes. Enables the synchronization of appointments.

l No. Disables the synchronization of appointments.

Synchronize Outlook Tasks Enables or disables the synchronization of tasks between Outlook and
Sage CRM.

l Yes. Enables the synchronization of tasks.

l No. Disables the synchronization of tasks.

Auto Sync (In Minutes) Specifies the number of minutes at which automatic synchronization
between Outlook and Sage CRM occurs.

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Signing Outlook Plugin installer (.msi) files
Out of the box, the Classic Outlook Plugin and Lite Outlook Plugin installer (.msi) files are signed with a
digital certificate issued by Sage Technologies Limited.

When a user requests a download of an Outlook plugin .msi file, Sage CRM modifies the .msi file by applying
custom installation parameters to it. This invalidates the digital signature that has been applied to the .msi file
out of the box.

As a result, when a user runs the downloaded .msi file, Windows may display a warning reading that the
digital signature of the file is invalid. To avoid this, you can configure Sage CRM to automatically sign the
.msi files with a valid certificate after custom installation parameters have been applied.

Your certificate must: 

l Be installed in the Local Computer\Personal certificate store on the Sage CRM server.
l Have a corresponding private key.
l Be enabled for the code signing purpose.
l Be trusted on the client computers on which users will run the signed .msi files.
To ensure this, install the certificate in the Trusted Root Certification Authorities store on each
client computer.

Note: Sage CRM is supplied with a demo certificate. For more information, see Using a demo
certificate.

To automatically sign the .msi files, complete these steps:

1. Enable digital signing of the .msi files: 

a. Go to <My profile> | Administration | Users | User Configuration and click Change.
b. Set Digitally sign plugin installer to Yes.
2. In Certificate thumbprint (optional), enter the thumbprint of a valid certificate and click Save.

If you leave this option blank, Sage CRM tries to find a suitable certificate in the following certificate
store locations on the Sage CRM server: 

l Local Computer\Personal
l Local Computer\Trusted Root Certificate Authorities

Using a demo certificate

Sage CRM is supplied with a certificate you can use to sign the Outlook plugin installer (.msi) files for
demonstration purposes.

You can find the demo certificate and its corresponding private key in the following location on a Sage CRM
server: 

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 l <Sage CRM installation folder>\<InstallName>\Services\OpenSSL\signing

This location contains the following:

l SageCRMSelfSigned.cer. Public key that is used to verify the signed .msi files. Install this public key
on each client computer where users will be running the .msi files.
l SageCRMSelfSigned.pfx. Private key that is used to sign the .msi files. Install this private key on
your Sage CRM server. The private key password is SageCRM.

To install the private key on a Sage CRM server:

1. Log on to the Sage CRM server as a local administrator.

2. Open Microsoft Management Console (mmc.exe).
3. Add the Certificates snap-in:
a. Click File | Add/Remove Snap-in.
b. Under Available span-ins, select Certificates and click Add.
c. Select Computer account and click Next.
d. Select Local computer and click Finish.
e. Click OK to close the dialog box.
4. Import the demo private key (SageCRMSelfSigned.pfx):
a. In the console tree, expand nodes to select Certificates (Local Computer) | Personal.
b. Right-click Personal and click All Tasks | Import.
c. On the Welcome step, click Next.
d. On the File to Import step, browse to select the SageCRMSelfSigned.pfx file. It is located in
<Sage CRM installation folder>\<InstallName>\Services\
OpenSSL\signing. To view the private key file, you may need to set the filter to Personal
Information Exchange (*.pfx, *.p12).
e. Click Next.
f. On the Private Key Protection step, enter the personal key password (SageCRM) and click
Next.
g. On the Certificate Store step, ensure that the selected certificate store is Personal and click
Next.
h. Click Finish to import the private key.

To install the public key on a client computer:

1. Copy the SageCRMSelfSigned.cer file to the client computer.

2. Double-click the SageCRMSelfSigned.cer file and then click Install Certificate.

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 3. Follow the instructions in the wizard to place the certificate in the Local Computer\Trusted Root
Certification Authorities certificate store.
4. Add the Sage CRM server to trusted websites, so that Windows Defender SmartScreen doesn't
block downloaded Outlook plugin installer (.msi) files:
a. In Control Panel, open Internet Options.
b. On the Security tab, click Trusted sites, and then click Sites.
c. Enter the HTTP address of your Sage CRM server and click Add.
d. Click Close and then click OK.

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Changing Classic Outlook Plugin port
You might need to change the default port used by the Classic Outlook Plugin installer because you're using
Sage CRM over HTTPS, or you're using a non-standard port. The port number is displayed in the CRM
Server connection settings in the plugin install wizard. This value is controlled by the OutlookPort entry on
Custom_Sysparams.

1. Open SQL Server Management Studio.

2. To change the default port, run the following SQL query:
update custom_sysparams set parm_value = '<PortNumber>' where parm_name =
N'OutlookPort'
In your query, replace <PortNumber> with the actual port number you want to use.
3. Perform a metadata refresh and include the system params in the refresh.

Translating Classic Outlook Integration messages

You can translate all Classic Outlook Integration screen text and messages using the OutlookPlugin caption
family. For more information, see Translations list. Users must reinstall the Outlook Plugin to see translation
changes.

Preventing synchronization to Outlook

You can use the One Way Synchronization option to control synchronization from Sage CRM to Outlook.
For more information, see Configuring Classic Outlook Integration.

Alternatively, you can set a flag in the Comm_CRMOnly column in the Communication table to prevent a
specific Communication record synchronizing to Outlook. This allows you to use a table script, hidden field,
or equivalent to update the column when a communication record is saved and particular criteria are met.
For example, you might want to not synch communication records with an action of Phone In. The Comm_
CRMOnly flag overrides the value in One Way Synchronization.

1. Open SQL Server Management Studio.

2. Set Comm_CRMOnly to 1.

Enabling logging for Classic Outlook Integration

1. In Windows, click Start and type cmd in the Search field.
2. Type regedit at the command prompt. The registry editor opens.
3. Add the following values to HKLM\SOFTWARE\ACCPAC\CRM\OutlookPlugin:
l DWORD DebugLevel = 2

l STRING Debug = 1

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Mapping data between Outlook and Sage CRM
l Contact data mappings
l Uploading Outlook Contacts to Sage CRM
l Appointment data mappings
l Task data mappings
l Task status mappings
l Customizing task and appointment details

Contact data mappings

The mappings in the table below are used to synchronize contact data between Outlook and Sage CRM in
Classic Outlook Integration.

Outlook Sage CRM (Translation) Sage CRM (Column)

Title Salutation pers_salutation

First First Name pers_firstname

Middle Middle pers_middlename

Last Last Name pers_lastname

Job Title Title pers_title

Company Company Name comp_name

When Outlook information is

synchronized with Sage CRM, the
company name is deduped before
any contact information is added to
Sage CRM.

Street Combines Address 1, addr_address1 addr_address2

Address 2, Address 3, and addr_address3 addr_address4
If an Outlook contact address is Address 4.
more than four lines long, the
additional lines are concatenated
into the Sage CRM address line 4.

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Outlook Sage CRM (Translation) Sage CRM (Column)

City City addr_city

State/Province State addr_state

Zip/Postal Code Zip Code addr_postcode

Country/Region Country addr_country

Business Phone Country/Region Business Country pers_phonecountrycode

Business Phone City/Area code Business Area pers_phonareacode

Business Phone Local number [Phone/Email] Business pers_phonenumber

Business Fax Country/Region Fax Country pers_faxcountrycode

Business Fax City/Area code Fax Area pers_faxareacode

Business Fax Local number [Phone/Email] Fax pers_faxnumber

Home Phone Country/Region Home Country vPhoneHome.Phon_CountryCode

Home Phone City/Area code Home Area vPhoneHome.Phon_AreaCode

Home Phone Local Number Home Number vPhoneHome.Phon_Number

Mobile Phone Country/Region Mobile Country vPhoneMobile.Phon_CountryCode

Mobile Phone City/Area code Mobile Area vPhoneMobile.Phon_AreaCode

Mobile Phone Local Number Mobile Number vPhoneMobile.Phon_Number

Email [Phone/Email] pers_emailaddress

Business

Web page Website pers_website

Department Department pers_department

Categories [hardcoded in Outlook to CRM Contact. Only updated in Outlook]

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Uploading Outlook Contacts to Sage CRM
You can use data upload to import a large number of contacts from Outlook to Sage CRM.

1. Export the contacts from Outlook using the Import and Export wizard in Outlook and save them as
an Excel file.
2. In Sage CRM, click <My Profile> | Administration | Data Management | Data Upload.
3. Select Company and click Continue.
4. Click New.
5. Browse to your Outlook contacts MS Excel file.
6. Select Outlook Data from Select From Existing Mappings. This imports the contacts using
predefined Outlook data mappings.
7. Add a description of the data upload.
8. Click Save.

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Appointment data mappings
The mappings in the table below are used to synchronize appointment data between Outlook and Sage
CRM in Classic Outlook Integration.

Outlook Sage CRM (Translation) Sage CRM (Column)

Start Time Date/Time comm_datetime

End Time End Time comm_todatetime

Subject Subject comm_subject

Location Location comm_location

Body Details comm_note

Status Status comm_status

Importance Priority comm_priority

Organizer Organizer comm_organizer or user_emailaddress

Company Company comp_name

Person Person pers_firstname+pers_lastname (and other

columns)

All Day All Day Event in Outlook becomes an All Day Event in Sage CRM (midnight to 23:59).
Event An All Day Event in Sage CRM (midnight to 23:59) becomes an All Day Event in Outlook.

Reminder Reminder comm_notifydelta

Attendee User user_emailaddress

% Percent Complete comm_percentcomplet

Complete

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Task data mappings
The mappings in the table below are used to synchronize task data between Outlook and Sage CRM in
Classic Outlook Integration.

Outlook Sage CRM (Translation) Sage CRM (Column)

End time Due Date/Time comm_datetime

Start time Start Date/Time comm_todatetime

Subject Subject comm_subject

Body Details comm_note

Status Status comm_status

Priority Priority comm_priority

Reminder Reminder Date/Time comm_notifydelta

Company Company comp_name

Person Person pers_firstname + pers_lastname (and

other columns)

% Complete Percent Complete comm_percentcomplete

Task status mappings

The mappings in the table below are used to synchronize task status data from Outlook and Sage CRM.

From Outlook To Sage CRM

Not Started Pending

In Progress In Progress

Waiting On Someone Else Pending

Deferred Pending

Completed Complete

The mappings in the table below are used to synchronize task status data from Sage CRM to Outlook.

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From Sage CRM To Outlook

Pending Not Started

In Progress In Progress

Complete Completed

Canceled Not Started

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Customizing task and appointment details
You can customize the Sage CRM details that are added to tasks and appointments sent from Sage CRM to
Outlook. The additional details are added to the tasks and appointments created in Outlook, but they are not
added to the tasks and appointments in Sage CRM.

1. Click <My Profile> | Administration | Customization | Translations.

2. Enter OutlookServerSide in Caption Family.
3. To customize tasks, enter OTL_TaskDetails in Caption Codes. To customize appointments, enter
OTL_AppointmentDetails in Caption Codes.
4. Click Find.
5. Click the Caption Code link and click Change.
6. Add tags. For example, to add a fax number to the company section:

Original:
<Company>Company:
Name: <comp_name/>
</Company><Account>Account
Name: <acc_name/>
</Account><Person>Person:
Name: <pers_firstname/> <pers_lastname/>
Phone: (<pers_phonecountrycode/>)<pers_phoneareacode/> <pers_phonenumber/>
</Person><Address>Address:
Street: <addr_address1/>
City: <addr_city/>
</Address>

Changed:
<Company>Company:
Name: <comp_name/>
Fax: <comp_faxnumber/>
</Company><Account>Account
Name: <acc_name/>
</Account><Person>Person:
Name: <pers_firstname/> <pers_lastname/>
Phone: (<pers_phonecountrycode/>)<pers_phoneareacode/> <pers_phonenumber/>
</Person><Address>Address:
Street: <addr_address1/>
City: <addr_city/>
</Address>

7. Click Save.
8. Click <My Profile> | Administration | System | Metadata to refresh the translation metadata.
9. To implement the change, log off Sage CRM and Outlook and then log back on to Sage CRM and
Outlook.

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Lite Outlook Integration
l About Lite Outlook Integration
l Setting up Lite Outlook Integration

About Lite Outlook Integration

Lite Outlook Integration lets users add contacts to Sage CRM from the Outlook client, file single or multiple
Outlook emails to one or more Sage CRM records, and attach Sage CRM shared documents to Outlook
emails. Lite Outlook Integration does not synchronize any data between Outlook and Sage CRM. For this
reason, it should be used with Exchange Integration. For more information, see About Exchange
Integration.

Lite Outlook Integration supports email accounts running on Microsoft Exchange Server MAPI or POP3. It
supports Roaming Profiles. This is a Windows feature that allows a user profile to be stored on a central
server rather than on each individual local machine (local profile). For more information, see
msdn.microsoft.com/en-us/library/windows/desktop/bb776892(v=vs.85).aspx.

How to enable Lite Outlook Integration

In order to use Lite Outlook Integration, a user must download and install a plugin on the Outlook client
machine. The plugin works on both 32-bit and 64-bit machines. As a system administrator, you can enable
Lite Outlook Integration and display the plugin button so the user can manually install the plugin.

Note: You cannot use the plugin installer (.msi) file to deploy the plugin via Group Policy.

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 Task Help

Display the Install Lite Outlook Integration button for a Configuring Lite Outlook Integration
specific user.

If you're using Sage CRM over HTTPS, or you're using a Changing Lite Outlook Plugin port
non-standard port, you might need to change the default port
used by the Lite Outlook Plugin installer.

Enable logging for Lite Outlook Integration so you can view Enabling logging for Lite Outlook
and resolve errors. Integration

Lite Outlook Integration licenses

The Lite Outlook Plugin uses Sage CRM concurrent licenses as follows:

l If a user is filing emails or adding contacts in Outlook using the plugin, one seat of a concurrent
license is used.
l If a user is filing emails or adding contacts in Outlook using the plugin, and is also logged on to Sage
CRM using a browser, one seat of a concurrent license is used.
l If a user is filing emails or adding contacts in Outlook using the plugin, and a second user is logged
on to Sage CRM using a browser, two seats of a concurrent license are used.
l The license is freed up when Outlook closes or the Sage CRM session expires. Where a user is
using the plugin in Outlook and using Sage CRM in a browser, the license is freed only when both
Outlook and the Sage CRM session close. The license is not freed when the user action (synching,
or filing an email) completes.

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Setting up Lite Outlook Integration
l Configuring Lite Outlook Integration
l Signing Outlook Plugin installer (.msi) files
l Changing Lite Outlook Plugin port
l Enabling logging for Lite Outlook Integration

Configuring Lite Outlook Integration

1. Click <My Profile> | Administration | Users | User Configuration
2. Click Change.
3. To display the Install Lite Outlook Integration button that lets users download and install the Lite
Outlook Plugin, set Outlook Integration Options to Lite Outlook Integration. If Exchange
Integration is enabled, the Lite Outlook plugin provides additional functionality to the Exchange
Integration.
Alternatively, set Outlook Integration Options to Both to display both the Classic Outlook button
and the Lite Outlook button on a 32-bit system. It displays only the Lite Outlook button on a 64-bit
system. Only one plugin can be installed.
4. Click Save.

Signing Outlook Plugin installer (.msi) files

Out of the box, the Classic Outlook Plugin and Lite Outlook Plugin installer (.msi) files are signed with a
digital certificate issued by Sage Technologies Limited.

When a user requests a download of an Outlook plugin .msi file, Sage CRM modifies the .msi file by applying
custom installation parameters to it. This invalidates the digital signature that has been applied to the .msi file
out of the box.

As a result, when a user runs the downloaded .msi file, Windows may display a warning reading that the
digital signature of the file is invalid. To avoid this, you can configure Sage CRM to automatically sign the
.msi files with a valid certificate after custom installation parameters have been applied.

Your certificate must: 

l Be installed in the Local Computer\Personal certificate store on the Sage CRM server.
l Have a corresponding private key.
l Be enabled for the code signing purpose.

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 l Be trusted on the client computers on which users will run the signed .msi files.
To ensure this, install the certificate in the Trusted Root Certification Authorities store on each
client computer.

Note: Sage CRM is supplied with a demo certificate. For more information, see Using a demo
certificate.

To automatically sign the .msi files, complete these steps:

1. Enable digital signing of the .msi files: 

a. Go to <My profile> | Administration | Users | User Configuration and click Change.
b. Set Digitally sign plugin installer to Yes.
2. In Certificate thumbprint (optional), enter the thumbprint of a valid certificate and click Save.

If you leave this option blank, Sage CRM tries to find a suitable certificate in the following certificate
store locations on the Sage CRM server: 

l Local Computer\Personal
l Local Computer\Trusted Root Certificate Authorities

Using a demo certificate

Sage CRM is supplied with a certificate you can use to sign the Outlook plugin installer (.msi) files for
demonstration purposes.

You can find the demo certificate and its corresponding private key in the following location on a Sage CRM
server: 

l <Sage CRM installation folder>\<InstallName>\Services\OpenSSL\signing

This location contains the following:

l SageCRMSelfSigned.cer. Public key that is used to verify the signed .msi files. Install this public key
on each client computer where users will be running the .msi files.
l SageCRMSelfSigned.pfx. Private key that is used to sign the .msi files. Install this private key on
your Sage CRM server. The private key password is SageCRM.

To install the private key on a Sage CRM server:

1. Log on to the Sage CRM server as a local administrator.

2. Open Microsoft Management Console (mmc.exe).
3. Add the Certificates snap-in:
a. Click File | Add/Remove Snap-in.
b. Under Available span-ins, select Certificates and click Add.

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 c. Select Computer account and click Next.
d. Select Local computer and click Finish.
e. Click OK to close the dialog box.
4. Import the demo private key (SageCRMSelfSigned.pfx):
a. In the console tree, expand nodes to select Certificates (Local Computer) | Personal.
b. Right-click Personal and click All Tasks | Import.
c. On the Welcome step, click Next.
d. On the File to Import step, browse to select the SageCRMSelfSigned.pfx file. It is located in
<Sage CRM installation folder>\<InstallName>\Services\
OpenSSL\signing. To view the private key file, you may need to set the filter to Personal
Information Exchange (*.pfx, *.p12).
e. Click Next.
f. On the Private Key Protection step, enter the personal key password (SageCRM) and click
Next.
g. On the Certificate Store step, ensure that the selected certificate store is Personal and click
Next.
h. Click Finish to import the private key.

To install the public key on a client computer:

1. Copy the SageCRMSelfSigned.cer file to the client computer.

2. Double-click the SageCRMSelfSigned.cer file and then click Install Certificate.
3. Follow the instructions in the wizard to place the certificate in the Local Computer\Trusted Root
Certification Authorities certificate store.
4. Add the Sage CRM server to trusted websites, so that Windows Defender SmartScreen doesn't
block downloaded Outlook plugin installer (.msi) files:
a. In Control Panel, open Internet Options.
b. On the Security tab, click Trusted sites, and then click Sites.
c. Enter the HTTP address of your Sage CRM server and click Add.
d. Click Close and then click OK.

Changing Lite Outlook Plugin port

You might need to change the default port used by the Lite Outlook Plugin installer because you're using
Sage CRM over HTTPS, or you're using a non-standard port. The port number is displayed in the CRM

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Server connection settings in the plugin install wizard. This value is controlled by the OutlookPort entry on
Custom_Sysparams.

1. Open SQL Server Management Studio.

2. To change the default port, run the following SQL query:
update custom_sysparams set parm_value = '<PortNumber>' where parm_name =
N'OutlookPort'
In your query, replace <PortNumber> with the actual port number you want to use.
3. Perform a metadata refresh and include the system params in the refresh.

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Enabling logging for Lite Outlook Integration
Lite Outlook Plugin error messages are sometimes disabled due to an issue with Microsoft's Visual Studio
Tools for Office (VSTO) which suppresses error messages by default. You can enable messages by adding
two environment variables on your computer.

1. Ensure you have the latest version of VSTO. You can download it here:
https://www.microsoft.com/en-GB/download/details.aspx?id=48217
2. Close Outlook.
3. On your computer go to Computer | System Properties | Advanced.
4. Click Environment Variables.
5. In the System variables panel, click New.
l Enter VSTO_SUPPRESSDISPLAYALERTS in Variable name and enter 0 in Variable
value.
l Click Save.
6. In the System variables panel, click New.
l Enter VSTO_LOGALERTS in Variable name and enter 1 in Variable value.
l Click Save.

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E-marketing
l E-marketing overview
l Synchronization times
l E-marketing account and user fields
l Adding users to the E-marketing account
l Viewing or upgrading E-marketing account options
l Editing E-marketing users
l Editing E-marketing account details
l Canceling the E-marketing account

E-marketing overview
Sage E-marketing for Sage CRM is an integration with Swiftpage (http://www.swiftpage.com). All E-
marketing activity is initiated from within the Sage CRM user interface. This is how it works:

1. The system administrator logs on to Sage CRM and registers for the E-marketing service.
2. An E-marketing account and users are created on the Swiftpage server.
3. The E-marketing account is registered on the Swiftpage server and the E-marketing functionality is
enabled in Sage CRM.
4. An E-marketing user logs on to Sage CRM and creates an E-marketing campaign.
5. E-marketing email details are immediately sent from Sage CRM to the Swiftpage server.
6. The E-marketing email is sent from the Swiftpage server to the recipient group specified by the
Sage CRM user.
7. The recipient interaction with the E-marketing email (opens, clicks, etc.) is returned to the Swiftpage
server.
8. Once a day, all data from all E-marketing campaigns is synchronized from Swiftpage to Sage CRM.
9. The Sage CRM E-marketing user receives the campaign analysis data.

Note: When you enable E-marketing, the Opt out of E-marketing Communications flag is
automatically set on the Company, Person, and Lead Summary screens. E-marketing emails are never
sent to the associated company, person, or lead email addresses when this flag is set, even if the user
manually deselects the option.

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Synchronization times
The Sage CRM Sync time is configured (for all regions) to 23:00 local time. You should keep the Sage CRM
Sync time outside of office hours.

The Swiftpage Sync time, which collates all of the daily results, completes at 03:00 Mountain Time.
Mountain Time is GMT -6 hours (Mountain Daylight Time) or -7 hours (Mountain Standard Time). This
includes information about anyone who has opted out of receiving E-marketing emails from your company.

This means that it may take up to 48 hours for the opt-out information to reach Sage CRM. For example (all
times GMT), a recipient opts out at 3 pm on the February 20th. Swiftpage collates the results at 10 am on
February 21st. Sage CRM synchronizes this information back at 11 pm on the February 21st which is 32
hours after the opt-out occurred.

Users can change the Sage CRM Sync time by editing SyncEngineConfiguration.xml in %ProgramFiles
(x86)%\Sage\CRM\<InstallName>\
tomcat\webapps\<InstallName>SPSyncEngine\WEB-INF.

The syntax is:

<?xml version="1.0" encoding="UTF-8"?>

<configuration>

<!-- sync schedule parameters -->

<syncStartTimeHour>23</syncStartTimeHour>

<syncStartTimeMinute>0</syncStartTimeMinute>

</configuration>

E-marketing account and user fields

Account Details panel

Field Description

Account Name E-marketing Account Name. The Account Name must be unique (to
Swiftpage), made up of alpha-numeric characters, and not contain any
spaces.

Account Password Password for the E-marketing Account.

Billing Currency Select currency. This is the currency you will be quoted and billed in
when you purchase the full Swiftpage service. Once saved, this field
cannot be edited.

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User Details panel

Field Description

User Name User name of the E-marketing user.

Password Select a password for the E-marketing user. This can be changed by the
user (from Marketing | E-marketing) or by an Administrator. If an
Administrator changes another user's E-marketing password, the user
must log off Sage CRM and back on again, to activate it and continue
working with E-marketing features. If the user changes their own
password, it is effective immediately.

Email Signature Line Maps to the SignOff field in Swiftpage templates. Should contain sign off
phrase such as "Regards," or "Thanks,". Only available when editing an
existing user.

Email Address Type in the email address for the E-marketing user. When this user
sends out emails, this will be the From address. This can be changed by
the user from Marketing | E-marketing User Profile.

User Select from a list of Sage CRM users to map the E-marketing user to.
Only one Sage CRM user can be mapped to one E-marketing user. The
first E-marketing user - the E-marketing Account Administrator - must be
a full System Administrator in Sage CRM. All E-marketing users must be
at least Info Managers to work with E-marketing. You can disable the E-
marketing and Drip Marketing User options on the E-marketing Account
Administrator, so that the E-marketing license can be made available for
a marketing user. This can be done from <My Profile> | Administration
| Email and Documents | SwiftPage E-marketing | Edit Users – as
long as you have a full E-marketing (not trial) account.

Drip Marketing Available when adding a new E-marketing user to an existing E-

marketing Account only. Select to give the user access to the Marketing
| E-marketing | New Drip Marketing Campaign button (as well as the
E-marketing options described below).

E-marketing Available when adding a new E-marketing user to an existing E-

marketing Account only. Select to give the user access to the Marketing
| E-marketing | New E-marketing Campaign and Edit Email
Templates buttons.

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User & Contact Details panel

Field Description

Full Name Full name of the E-marketing user.

Job Title Job title of the E-marketing user.

Phone Phone number of the E-marketing user.

Company Name Company where the E-marketing user works.

Address First line of the address of the company where the E-marketing user
works.

Address (optional) Second line of the address of the company where the E-marketing user
works.

City City of the address of the company where the E-marketing user works.

State State of the address of the company where the E-marketing user works.
Mandatory if the Country field is set to United States.

Postal/Zip Code Post or zip code of the address of the company where the E-marketing
user works. Mandatory if the Country field is set to United States.

Country Country of the address of the company where the E-marketing user
works.

Web Site Web site of the company where the E-marketing user works.

Email Details panel

Field Description

Copy contact details from Select to copy the details entered in the User & Contact Details panel.
above The information in the Email panel is used in standard E-marketing email
templates, including footer information. This is to comply with anti-spam
regulations.

Company Name Company name used in email templates.

Address First line of address used in email templates.

Address (optional) Second line of address used in email templates.

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 Field Description

City City of address used in email templates.

State State of address used in email templates.

Postal/Zip Code Post or zip code of address used in email templates.

Country Country code of address used in email templates.

Web Site Web site of address used in email templates.

Adding users to the E-marketing account

1. Click <My Profile> | Administration | Email and Documents | SwiftPage E-marketing.
2. Click Add a User to the Account.
3. Complete the E-marketing account and user fields. Click Continue.
4. Complete the remainder of the fields and click Save. A verification email is sent to the new user.

You can also add a user to the E-marketing account when you are creating the user in Sage CRM. For more
information, see Setting up a new user and User fields.

Viewing or upgrading E-marketing account options

1. Click <My Profile> | Administration | Email and Documents | SwiftPage E-marketing | View
Plan Options / Upgrade. The current service level and options are displayed in a new window.
2. Select the service level and options you want to purchase, and click Submit.
3. Enter your credit card details and click Purchase. A warning dialog is displayed for payment
verification purposes.
4. Purchase confirmation and invoice details are sent to the email address of the main E-marketing
Administrator.

You can set up new users and change purchased email send limit assignments. For more information, see
Adding users to the E-marketing account and Editing E-marketing users.

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Editing E-marketing users
1. Click <My Profile> | Administration | Email and Documents | SwiftPage E-marketing.
2. Click Edit Users. Your current Account Limits are displayed in view mode in the top panel. The
lower part of the page shows the list of E-marketing users. All send limits are on a per-day basis,
reset once a day (within a 24-hour period).
3. Click Change to edit the email send allowance allocation and/or the E-marketing settings for all
users in the list. You cannot change the send allowances or E-marketing/Drip Marketing User check
boxes on Trial accounts.
4. To edit settings for a specific user, click the user. For more information, see E-marketing account
and user fields. E-marketing users can edit their own user details from <My Profile> | Preferences
| E-marketing User Profile tab. They can view, but not change their allowance or E-marketing
rights.
5. If you change the email address, the verification email is automatically resent. The user must click
the verification link for the change to take effect. If the user deleted the first email by mistake before
completing the verification process, click Resend Verification Email to resend the email.

Editing E-marketing account details

1. Click <My Profile> | Administration | Email and Documents | SwiftPage E-marketing | Edit
Account Details.
2. Click Change.
3. Enter a new password in Account Password.
4. Click Save.

Canceling the E-marketing account

1. Click <My Profile> | Administration | Email and Documents | SwiftPage E-marketing | Cancel
the Account.
2. Click Cancel the Account.

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MailChimp Integration
l About MailChimp
l Integrating Sage CRM and MailChimp
l Adding users to MailChimp
l Renaming MailChimp audience fields
l MailChimp audience fields supported out of the box
l Preventing users from creating records with the same email address
l Disabling a MailChimp Integration

About MailChimp
MailChimp is an email marketing solution that's integrated with Sage CRM to let you create online
campaigns, send emails, and track results. It's less complicated than SwiftPage and comes with a free plan.

Here's how it works.

1. The System Administrator logs on to Sage CRM and integrates Sage CRM with MailChimp. This
involves creating a MailChimp account and adding a MailChimp API key and Audience ID to Sage
CRM so they can communicate with each other.
2. The System Administrator specifies how frequently campaign statistics are synchronized from
MailChimp to Sage CRM.
3. The System Administrator grants MailChimp access rights to Sage CRM users.
4. The user logs on to Sage CRM and sends information about the Sage CRM contacts to be used in a
new MailChimp campaign to the MailChimp server.
5. The user creates a MailChimp campaign. This involves designing a template, adding text, and
specifying a recipient group.
6. The user sends the emails, schedules them to be sent at a specified time, or saves the campaign for
future use.
7. The MailChimp server sends campaign emails to the specified recipient group.
8. The recipient interaction with the campaign email (opens, clicks, unsubscribes) is returned to the
MailChimp server. The recipient can chose to opt out from the campaign.
9. Data from all campaigns is synchronized from the MailChimp server to Sage CRM. Communication
records are created in Sage CRM for each recipient. Recipients who have opted out are flagged

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 and do not receive any further campaign emails.
10. The user receives the campaign analysis data.

The number of emails you can send depends on your MailChimp pricing plan. For more information, see
mailchimp.com/pricing.

Integrating Sage CRM and MailChimp

1. If you've previously enabled Swiftpage, you must disable it before you can set up MailChimp. Click
<My Profile> | Administration | Email and Documents | SwiftPage E-marketing | Disable
Integration. It's important to back up the SQL database before you use this option because it might
corrupt Swiftpage data in the SQL tables.
2. Click <My Profile> | Administration | Email and Documents | MailChimp Integration.
3. Create a MailChimp account.
4. Get the MailChimp API key and enter it in MailChimp API Key. Sage CRM uses this key to
communicate with MailChimp.
5. Get the MailChimp Audience ID and enter it in MailChimp Audience ID. Sage CRM uses this ID to
send subscriber information to MailChimp.
6. Set synchronization frequencies.
a. In Communications and Opt out requests, specify how often a communication record is
created for each email recipient, and how often opt out messages are applied to remove
recipients from a campaign.
b. In Campaign results, specify how often campaign statistics are synchronized from
MailChimp to Sage CRM.
7. Click Save. Sage CRM is integrated with MailChimp for your Sage CRM account.

Note: If you're re-enabling a disabled MailChimp integration, click <My Profile> | Administration |
Email and Documents | MailChimp Integration | Edit | Enable.

Creating a MailChimp account

Do one of the following: 

l In Sage CRM, click <My Profile> | Administration | Email and Documents | MailChimp
Integration and click create a MailChimp account in the coaching caption.

or

l Follow the steps in the Create an Account topic provided in the MailChimp Help.

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 Note: When a user creates a new MailChimp campaign in Sage CRM, they must log on to MailChimp.
They can log on using the administrator account details that you used when creating the MailChimp
account. If you don't want them to use the administrator log on details, you can create another user in
MailChimp with Manager rights. This type of user can send Mailchimp campaigns.

Getting a MailChimp API key

l For steps on how to find or generate an API key, see About API Keys in the MailChimp Help.

As part of the integration process between Sage CRM and MailChimp, you must find and specify an API
key. Sage CRM uses this key to communicate with MailChimp. Before you can get the API key, you must
first create a MailChimp account. For more information, see Creating a MailChimp account.

After you've integrated Sage CRM and MailChimp, you can change the API key. If you change it to another
API key on the existing MailChimp account, all campaigns remain active. However, if you change it to an API
key on a different account, all campaigns are disabled and campaign statistics are not updated automatically
or manually. You can't revert to the old API key. This means that if campaigns are disabled, you can't re-
enable them.

Getting a MailChimp Audience ID

l For steps on how to find your Audience ID, see Find Your Audience ID in the MailChimp Help.

As part of the integration process between Sage CRM and MailChimp, you must find and specify an
Audience ID. Sage CRM uses this ID to send subscriber information to MailChimp. Before you can get the
Audience ID, you must first create a MailChimp account. For more information, see Creating a MailChimp
account.

After you've integrated Sage CRM and MailChimp, you can change the Audience ID. If you change it to
another Audience ID on the existing MailChimp account, all campaigns remain active. However, if you
change it to an Audience ID on a different account, all campaigns are disabled and campaign statistics are
not updated automatically or manually. You can't revert to the old Audience ID. This means that if
campaigns are disabled, you can't re-enable them.

Note: Delete all unsupported fields from the MailChimp audience settings. For example, the default
audience in a new MailChimp account may contain the Birthday field, which is not supported by Sage
CRM out of the box.
For a list of audience fields supported by Sage CRM, see MailChimp audience fields supported out of
the box.

l For instructions on how to delete a field, see Add and Delete Fields in the Audience Settings in the
MailChimp Help.

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Adding users to MailChimp
When you've integrated Sage CRM and MailChimp, you can configure users' settings so they can create
and send campaign emails from MailChimp.

1. Click <My Profile> | Administration | Users | Users and search for the user that you want to
configure.
2. Click the Last Name hyperlink.
3. Click Change.
4. Select Yes from Enable MailChimp and click Save.

When a user creates a new MailChimp campaign in Sage CRM, they must log on to MailChimp. They can
log on using the administrator account details that you used when creating the MailChimp account. If you
don't want them to use the administrator log on details, you can create another user in MailChimp with
Manager rights. A Manager can create and send campaigns, import lists, and view reports.

1. In MailChimp, click your profile name to open the Account Panel and click Account.
2. Click the Settings drop-down and select Users.
3. Click Invite a User.
4. Enter the email address of the Sage CRM user that you've enabled for MailChimp.
5. Select Manager.
6. Enter an invitation message.
7. Select the reCAPTCHA checkbox.
8. Click Send Invite. The email recipient can create a username and password for their new
MailChimp account. For more information, see Manage User Levels in Your Account.

Renaming MailChimp audience fields

You can rename Sage CRM audience fields in MailChimp to reflect customization changes.

l For instructions, see Add and Delete Fields in the Audience Settings in the MailChimp Help.

MailChimp audience fields supported out of the box

By default, Sage CRM supports the below-listed audience fields. The audience you use in MailChimp
shouldn't contain any other fields.

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Field label Sage CRM field name

Company name COMPNAME

Company email address COMP_EMAIL

Company type COMP_TYPE

Company status COMP_STATU

Company source COMP_SOURC

Company territory COMP_TERRI

Company revenue COMP_REVEN

Company employees COMP_EMPLO

Company sector COMP_SECTO

Company website COMP_WEB

Person first name FNAME

Person last name LNAME

Person email address PER_EMAIL

Person salutation PER_SALUTA

Person title PER_TITLE

Person title code PER_TITLEC

Person department PER_DEPART

Person status PER_STATUS

Person source PER_SOURC

Person gender PER_GENDE

Lead description LEADDESC

Lead person email LEA_EMAIL

Lead company name LEA_COMPNA

Lead first name LEA_FNAME

Lead last name LEA_LNAME

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 Field label Sage CRM field name

Lead company country LEA_COUNTR

Lead salutation LEA_SALUTA

Lead source LEA_SOURCE

Lead stage LEA_STAGE

Lead status LEA_STATUS

Preventing users from creating records with the

same email address
MailChimp identifies records by email address. If a group sent to MailChimp contains two or more records
with the same email address, MailChimp rejects the group.

To ensure that a Person, Company, or Lead record being added to the system has a unique email address,
system administrators can enable the detection of duplicate email addresses.

With the detection of duplicate email addresses enabled, if a user is adding or editing a Person, Company,
or Lead record and tries to assign an email that is already used by another record in the system, an error
occurs.

To enable the detection of duplicate email addresses:

1. Go to <My Profile> | Administration | System | System Behavior

2. Click Change.
3. Set Detect duplicate emails to Yes.
4. Click Save.

Disabling a MailChimp Integration

1. Click <My Profile> | Administration | Email and Documents | MailChimp Integration.
2. Click Disable. Data from all campaigns is no longer automatically synchronized from MailChimp to
Sage CRM and users can't manually synchronize the data for individual campaigns.

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To re-enable the MailChimp Integration, click Enable. The Opt out of E-Marketing checkbox on a
Company, Lead, or Person record indicates whether the contact has unsubscribed from a MailChimp
campaign. If you disable and then re-enable the Sage CRM and MailChimp Integration, this checkbox is no
longer displayed. You must perform a metadata refresh in order to display it.

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Document templates
A user performs a mail merge using a document template and a Sage CRM record. As the system
administrator, you can upload a template to the global shared templates folder in the library so it's available
to all users. For more information, see About the library.

l Configuring document settings

l Setting default quick quote or quick order template
l Uploading a shared template
l Editing a shared template
l Adding current date to a mail merge view
l Deleting a shared template

Configuring document settings

If your users perform mail merge with a large number of records or a large number of users perform mail
merge at the same time, you should change the default mail merge settings.

1. Click <My Profile> | Administration | Email and Documents | Documents and Reports
Configuration.
2. Click Change.
3. Update the mail merge settings. For more information, see Document and report settings.
4. Click Save.

Document and report settings

Note: To enable mail merge for a new custom entity, you must use the Advanced Customization Wizard
to create the entity, and select Has Communication and Has Library. The wizard creates a new view
called vMailMerge[entityname]. For more information, see Entity parameters.

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Field Description

Physical root directory for The path to the directory where mail merge documents are stored.
mail merged documents

HTTP alias for physical root The alias for the directory where mail merge documents are stored. This
directory for mail merged is set up in IIS. This is a legacy field that’s no longer used.
documents

Default document templates The path to the directory where mail merge templates are stored.
location for mail merge

Root directory for reports The path to the directory where reports are stored.

Reports query timeout The maximum amount of time, in seconds, that Sage CRM waits for a
report to run before a timeout error is displayed.

Reports build timeout The maximum amount of time, in seconds, that Sage CRM waits for a
report to build before a timeout error is displayed.

Reports admin override Yes: Administrators can run a report of any size.

No: The value in Desktop size limitation is used when a report is run.
Use No if you regularly run large reports.

Reports export visible for non Yes: All users can export reports to PDF or spreadsheet format and
admin users view reports on screen.

No: Only a user with info manager or full system administrator rights can
export reports to PDF or spreadsheet format. All users can view reports
on screen.

This setting relates to reports run from the Reports menu and does not
affect summary reports. Enable access to summary reports in Summary
Reports Enabled.

Desktop size limitation (Kb) The size limit in Kb of the report for desktop clients. This is an
approximation; it counts the size of the XML rather than the HTML
output. It prevents very large reports running and taking all the
bandwidth.

If you regularly run large reports, you should set this to 60 MB (61 440
Kb). It must not exceed 120 MB (122 880 Kb).

PocketPC size limitation (Kb) The size limit in Kb of the report for mobile clients. This is an
approximation; it counts the size of the XML rather than the HTML
output. It prevents very large reports running and taking all the
bandwidth.

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Field Description

Summary reports enabled Yes: Summary reports are available.

No: Summary reports are not available.

Document sync server The name of the server where documents are stored if different to Sage
CRM.

HTTP port The web server port number.

Stream images from memory Yes(default): An image produced by a graphic, chart, or organizational
chart is retained in memory and streamed to the client.

No: An image produced by a graphic, chart, or organizational chart is

saved to the server's hard disk and then relayed to the client. This option
is disabled by default.

ActiveX viewer for Crystal Yes: Enables ActiveX viewer for Crystal reports.
reports
No: Disables ActiveX viewer for Crystal reports.

Crystal is not currently supported by Sage CRM. This setting remains for
backward compatibility for customers using unsupported versions of
Crystal.

Crystal reports version The version of Crystal reports installed on the web server.

Crystal is not currently supported by Sage CRM. This setting remains for
backward compatibility for customers using unsupported versions of
Crystal.

Crystal reports viewer path The path to the IIS virtual directory required for Crystal viewer support.

Crystal is not currently supported by Sage CRM. This setting remains for
backward compatibility for customers using unsupported versions of
Crystal.

Adobe converter path and The full path and file name of the Adobe converter program.
filename

Adobe converter parameter Parameters used when calling the Adobe converter program. %1 and
string %2 are placeholders for the source and destination file names and
should not be removed. -q enables quiet mode, which suppresses
information messages. Error messages are still displayed.

Report generator maximum The maximum amount of memory allocated to the report generation
memory (MB) process. The default setting is 1024MB (1GB).

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Field Description

Number of concurrent The number of mail merge and Excel report generation processes that
processes are carried out concurrently. New processes can start before the
previous process has completed. For example, one user’s mail merge
runs at the same time as another user’s Excel report output.

Set to 1 to carry out processes sequentially.

Impersonated user The login ID of the local machine administrator which Sage CRM uses to
save files to the server. The impersonated user login ID and the
impersonated user domain are required for a valid logon.

Impersonated user domain The domain of the impersonated user.

Impersonated user password The password of the impersonated user.

Export to file available on The type of users that can view the Export Group to file action button.
search / groups For more information, see Export Group to File.

Send email available on The type of users that can view the Send Email action button. For more
search / groups information, see Send Email.

File extension restrictions The extensions of file types that cannot be uploaded to Sage CRM.
Separate by commas. For example: exe, asp, bat.

These file restrictions apply to Drop files here and Document Drop only.
They do not apply to email attachments.

File size limitation (Mb) The size limit for each file that can be uploaded using Add File.

File upload limitation The maximum number of files per upload when using Add File. For
example, set to 10 to allow a user upload up to 10 files in a single
transaction.

Max mail merge memory The maximum amount of memory allocated to the mail merge process.
(MB) The default setting is 1024MB (1GB) but can be increased.
The amount of memory required for mail merge depends on the number
of records merged and the size of the template (the number of graphics
and amount of text).

Mail merge timeout The maximum amount of time, in seconds, that Sage CRM waits for a
mail merge to complete before a timeout error is displayed. If users
frequently receive timeout errors during mail merges, you can increase
this value. The default value is 300 seconds (5 minutes).

Max Mail Merges Allowed The number of users who can perform concurrent mail merges. The
default is 5. If you increase this value, you must also increase the value of
Max mail merge memory because more memory is required.

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Setting default quick quote or quick order template
Sage CRM includes a default quick quote template and default quick order template. You can change the
default to another template.

1. Click <My Profile> | Administration | Email and Documents | Document Templates.

2. Click the quote or order template hyperlink.
3. Select Quick Template.
4. Make any other required changes. For more information, see Shared Template Details.
5. Click Save.

Uploading a shared template

Warning: If you are using Internet Explorer, follow the steps in Uploading a shared template (Internet
Explorer).

You can upload a new Word (.docx) or HTML (.htm or .html) template and make it available to users.

1. Click <My Profile> | Administration | Email and Documents | Document Templates.

2. Upload the template:
l To upload a template through Windows Explorer, click Add File, navigate to the file and click
Open. When using Safari, you can add a single file. In other browsers, you can add multiple
files at once.
l To upload a template using drag and drop, drag single or multiple files from the current
location to the Drop files here area. In Safari, drag files to the Add File button.

The file is listed in File(s). A green check mark indicates that it was uploaded successfully. A red
cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system
file size, type, and number of files settings that you've configured in Document and report settings.
3. Configure the Shared Template Details.
4. Click Save. Users can access the template when carrying out a mail merge. If you're uploading an
HTML template that you've created in Sage CRM, the original filename is used followed by a
number in parentheses.

Uploading a shared template (Internet Explorer)

You can upload a new Word (.docx) or HTML (.htm or .html) template and make it available to users.

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 1. Click <My Profile> | Administration | Email and Documents | Document Templates.
2. Click Add File.
3. Click Browse and navigate to the template. You can add a single file.
4. Click Open.
5. Configure the Shared Template Details.
6. Click Save. Users can access the template when carrying out a mail merge. If you're uploading an
HTML template that you've created in Sage CRM, the original filename is used followed by a
number in parentheses.

Note: To upload successfully, a file must comply with the system file size, type, and number of files
settings that you've configured in Document and report settings.

Shared Template Details

The table below describes the fields on the Shared Template Details page.

Field Description

Type The type of template.

l Use Quote for a quote template.

l Use Order for an order template.

Category The area of business relevant to the template.

Owner The owner or author of the template. This must be a Sage CRM user.

Team Users belonging this team can access the template.

None: The template is available to all users.

Status The current status of the template.

Language The language in which the template is written.

Active Yes: Users can select the template.

No: Users cannot select the template but the template is available in <My Profile> |
Administration | Email and Documents | Document Templates.

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 Field Description

Entity The context in which the template is available. For example, if set to Opportunity,
the template is available when a user belonging to the team specified in Team
performs a mail merge in the context of an opportunity.

None: The template is unavailable.

Description A short description of the template. Complete this field to help users select the most
relevant template.

Quick Template The template is used as the default quick quote or quick order template.

Editing a shared template

A number of sample templates are included in the shared templates list. These templates form the basis of
mail merges.

You can edit a Word template that's included in the Shared Templates list. You can also edit a HTML
template if you have HTML experience. Use a text editor to open .htm and .html files. Be aware that
incorrect changes to the HTML code can result in templates no longer working properly.

Warning: If you are using Internet Explorer, follow the steps in Editing a shared template (Internet
Explorer).

1. Click <My Profile> | Administration | Email and Documents | Document Templates.

2. Click the template link.
3. Click View Attachment to open the Word template and save it on your local machine.
4. Make your changes to the Word template, then save and close it. For more information, see
Creating a Word template in the User Help. To get the exact merge field name in Sage CRM, click
<My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | Fields.
5. Note the template name and location.
6. Return to Sage CRM and click Delete to delete the existing template.
7. Click Add File and upload the new version of the template. For more information, see Uploading a
shared template.

Editing a shared template (Internet Explorer)

A number of sample templates are included in the shared templates list. You can edit a Word template that's
included in the Shared Templates list. You can also edit an HTML template if you have HTML experience.

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Use a text editor to open .htm and .html files. Incorrect changes to the HTML code can result in templates no
longer working properly.

1. Click <My Profile> |  Administration | Email and Documents | Document Templates.

2. Click the template link.
3. Select Draft from Status and click Save.
4. Click the template link and click Edit Attachment.
5. Make your changes to the Word template, then save and close it. For more information, see
Creating a Word template in the User Help. To get the exact merge field name in Sage CRM, click
<My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | Fields.
6. In Sage CRM, select Final from Status.
7. Click Save.

Adding current date to a mail merge view

To add a current date field to a mail merge template, you must add it to the entity mail merge view and the
entity search view. This example adds the current date field to the Cases entity.

1. Click <My Profile> | Administration | Customization | Cases | Views.

2. Click vMailMergeCase and click Change.
3. Add the following line to the script in View Script and then click Save.
CAST(DAY(GETDATE()) AS VARCHAR(2)) + ' ' + DATENAME(MM, GETDATE()) + ' ' +
CAST(YEAR(GETDATE()) AS VARCHAR(4)) AS CurrentDate

The updated script is as follows:

CREATE VIEW vMailMergeCase AS SELECT RTRIM(ISNULL(Pers_PhoneCountryCode, ''))

+ ' ' + RTRIM(ISNULL(Pers_PhoneAreaCode, '')) + ' ' + RTRIM(ISNULL(Pers_
PhoneNumber, '')) AS Pers_PhoneFullNumber, RTRIM(ISNULL(Pers_FaxCountryCode,
'')) + ' ' + RTRIM(ISNULL(Pers_FaxAreaCode, '')) + ' ' + RTRIM(ISNULL(Pers_
FaxNumber, '')) AS Pers_FaxFullNumber, RTRIM(ISNULL(Pers_FirstName, '')) + '
' + RTRIM(ISNULL(Pers_LastName, '')) + '[FAX: +' + RTRIM(ISNULL(Pers_
FaxCountryCode, '1')) + '(' + RTRIM(ISNULL(Pers_FaxAreaCode, '')) + ')' +
RTRIM(ISNULL(Pers_FaxNumber, '')) + ']' AS Pers_EmailFaxNumber, Case_CaseId,
Comp_CompanyId, Pers_PersonId, Pers_Salutation, Pers_LastName, Pers_
FirstName, Pers_MiddleName, Pers_Title, Pers_PhoneCountryCode, Pers_
PhoneAreaCode, Pers_PhoneNumber, Pers_FaxCountryCode, Pers_FaxAreaCode, Pers_
FaxNumber, Pers_EmailAddress, Pers_PrimaryUserId, Pers_SecTerr, Pers_
CreatedBy, Pers_ChannelId, Comp_Name, Comp_PrimaryUserId, Comp_Secterr, Comp_
CreatedBy, Comp_ChannelId, Addr_Address1, Addr_Address2, Addr_Address3, Addr_
Address4, Addr_Address5, Addr_City, Addr_State, Addr_Country, Addr_PostCode,
Case_AssignedUserId, Case_SecTerr, Case_CreatedBy, Case_ChannelId, CAST(DAY

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 (GETDATE()) AS VARCHAR(2)) + ' ' + DATENAME(MM, GETDATE()) + ' ' + CAST(YEAR
(GETDATE()) AS VARCHAR(4)) AS CurrentDate FROM Cases LEFT JOIN vPersonPE ON
Case_PrimaryPersonId = Pers_PersonId LEFT JOIN vCompanyPE ON Case_
PrimaryCompanyId = Comp_CompanyId LEFT JOIN Address ON Comp_PrimaryAddressId
= Addr_AddressId WHERE Case_Deleted IS NULL

4. Click vSearchListCase and click Change.

5. Add the following line to the script in View Script and then click Save.
CAST(DAY(GETDATE()) AS VARCHAR(2)) + ' ' + DATENAME(MM, GETDATE()) + ' ' +
CAST(YEAR(GETDATE()) AS VARCHAR(4)) AS CurrentDate

The updated script is as follows:

CREATE VIEW vSearchListCase AS SELECT RTRIM(ISNULL(Pers_FirstName, '')) + ' '

+ RTRIM(ISNULL(Pers_LastName, '')) AS Pers_FullName, RTRIM(ISNULL(Pers_
PhoneCountryCode, '')) + ' ' + RTRIM(ISNULL(Pers_PhoneAreaCode, '')) + ' ' +
RTRIM(ISNULL(Pers_PhoneNumber, '')) AS Pers_PhoneFullNumber, RTRIM(ISNULL
(Pers_FaxCountryCode, '')) + ' ' + RTRIM(ISNULL(Pers_FaxAreaCode, '')) + ' '
+ RTRIM(ISNULL(Pers_FaxNumber, '')) AS Pers_FaxFullNumber, vPersonPE.*,
Cases.*, vCompanyPE.*, Address.*, CAST(DAY(GETDATE()) AS VARCHAR(2)) + ' ' +
DATENAME(MM, GETDATE()) + ' ' + CAST(YEAR(GETDATE()) AS VARCHAR(4)) AS
CurrentDate FROM Cases LEFT JOIN vCompanyPE ON Case_PrimaryCompanyId = Comp_
CompanyId LEFT JOIN vPersonPE ON Case_PrimaryPersonId = Pers_PersonId LEFT
JOIN Address ON Pers_PrimaryAddressId = Addr_AddressId WHERE Case_Deleted IS
NULL

6. You can customize the field name. For more information, see Modifying language translations. For
example:
l Caption Code: CurrentDate
l Caption Family: ColNames
l Caption Family Type: Tags
l UK Translation: Current Date (DD MM YYYY)
l US Translation: Current Date (MM DD YYYY)

Mail merge views

Note: To enable mail merge for a new custom entity, you must use the Advanced Customization Wizard
to create the entity, and select Has Communication and Has Library. The wizard creates a new view
called vMailMerge[entityname]. For more information, see Entity parameters.

The table below shows the mail merge view for each entity. The fields in each view are listed in Insert Sage
CRM Field when a user creates a template or performs a mail merge. You can customize existing mail
merge views but you cannot use a new mail merge view with a different name. For more information, see
Editing a view.

The quote and order mail merges make use of additional views to display line items.

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 Entity View Name

Company Summary vMailMergeCompany

Person Summary vMailMerge

Case Summary vMailMergeCase

Solution Summary vMailMergeSolution

To perform a successful solution mail merge using vMailMergeSolution,
ensure the solution is linked to a case.

Lead Summary vLeadMailMergeSearchFields

Opportunity Summary vMailMergeOpportunity

Quote Summary vMailMergeQuotes and vMailMergeChildrenQuotes

Order Summary vMailMergeOrders and vMailMergeChildrenOrders

vMailMergeChildrenQuotes
CREATE VIEW vMailMergeChildrenQuotes AS SELECT QuoteItems.*, NewProduct.* FROM
QuoteItems Left Outer Join NewProduct ON QuIt_ProductId = Prod_ProductId WHERE Quit_
Deleted IS NULL

vMailMergeChildrenOrders
CREATE VIEW vMailMergeChildrenOrders AS SELECT OrderItems.*, NewProduct.* FROM
OrderItems Left Outer Join NewProduct ON OrIt_ProductId = Prod_ProductId WHERE Orit_
Deleted IS NULL

Deleting a shared template

1. Click <My Profile> | Administration | Email and Documents | Document Templates.
2. Click the template link.
3. Click Delete and click Confirm Delete.

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Library
l About the library
l Library item types
l Deleting library items
l Viewing the library size

About the library

The library stores files that are created through mail merge, directly uploaded to Sage CRM, and email
attachments. For more information, see Library item types.

Users access library files through the Document tab on various entity summary screens. You can configure
access to uploaded files by team or territory.For more information, see Documents in the User Help.

The default location for library files is on the web server: %ProgramFiles
(x86)%\Sage\CRM\<InstallName>\Library. You can configure the library location in Document and report
settings and move it to a separate server if necessary.

Each file in the library has a corresponding record in the library table that describes the file name and
provides the interface to find and retrieve the file. You can use the properties of the libr_status to specify
if the file can be downloaded for viewing or editing. The Status is displayed on the Details panel of the
relevant document.

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Library item types
Library Item Type Description

Orphan Documents Library items which used to be associated with entities (Communication,
Company, Person, Opportunity, etc.). If the communication was deleted
but the library item was not deleted, then the library item has no parent
record, and cannot be accessed via the user interface.

Deleting orphaned records should represent a "quick win" in terms of

freeing up storage capacity.

Shared Documents Documents which have been uploaded to My CRM | Shared

Documents.

Any images that are uploaded in the mail merge process.

Document Templates Templates which have been uploaded to <My Profile> | Administration
| Email and Documents | Document Templates.

Global Library Library items which are attached to entities (Communication, Company,
Person, Opportunity etc.).

Deleting library items

1. Click <My Profile> | Administration | Email and Documents | Library Management | Library
Management.
2. Select the items you want to delete from Library Items.
l You can sort on any column to find and group related items.
l Use View to filter the list by library item type.
l The checkbox in the table header beside File name selects or deselects all library items
matching the view filter, not just the library items displayed on the current page.
3. Click Delete. The library items are permanently deleted. The storage pipeline adjusts to show the
updated storage capacity.

Viewing the library size

Library Management provides a simple user interface to manage your library storage. It lets you view the
storage limit for your Sage CRM system, and delete library items to improve your storage efficiency.

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Click <My Profile> | Administration | Email and Documents | Library Management.

l The pipeline-style graphic displays library item types and the Sage CRM database size.
l Excess displays if you are currently exceeding your storage limit.

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Customization

Warning: Customizations that you make to Sage CRM impact system metadata. For this reason, you
should lock Sage CRM and notify users before you begin any customization work. For more information,
see Locking the system.

l Translations and help

l Component Manager
l Entities
l Fields
l Screens
l Lists and grids
l Tabs
l Views
l External access
l Summary reports
l Text editor fonts
l Web leads
l Key attribute profiling
l Workflow
l Quick notifications and escalation rules
l Supported SQL tokens

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Translations and help
l Changing the user language
l Modifying language translations
l Adding new languages
l Translation Details fields
l Managing help

Changing the user language

You can support the use of different languages on the same system.

The language used in the screens is defined in each user profile. To change the language the user works in:

1. Click <My Profile> | Administration | Users | Users.

2. Enter the user's Last Name and click Find.
3. Click the user link, and click Change.
4. Select the required language from Language.
5. Click Save.

Modifying language translations

Translations let you adapt standard field names and selection lists to suit your company terminology. There
are three ways to maintain language translations. Decide what you want to achieve and use the best
method to suit your objective.

l Inline translation is useful when renaming field names in one or multiple languages.
l Field customization is useful when you're changing the translations of selection lists in one
language.
l Translations list is useful when you're adding translations for selection lists in multiple languages.

Warning: You should not add or delete translation records on the Translations page as doing so has far-
reaching effects on your system. You should use this functionality only if you've completed a Developer
training course.

For more information about changing the text in coaching captions, see Customizing onscreen coaching.

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Inline translation
Inline translation lets you rename fields in one or multiple languages. To enable inline translation mode:

1. Click <My Profile> | Administration | Customization | Translations.

2. Select Inline Translation Mode. All field names that can be translated in this mode are displayed
with an underscore and asterisk after the name.
3. Click the asterisk next to the caption field. The Translation page is displayed in a new window.
Caption Context helps translators get as close as possible to the original intended meaning of the
word.
4. Enter the new translations and click Save.
5. Click <My Profile> | Administration | Customization | Translations.
6. Unselect Inline Translation Mode.

Field customization
Field customization lets you change the translations of selection lists in one language.

1. Click <My Profile> | Administration | Customization | Primary Entities | Communication |

Fields.
2. Click Selection in the Field Type column of the field you want to change.
3. Select the selection.
4. Enter the new translation in Change Translation. The language defaults to the language of the
active user.
5. Click Update and click Save.
6. To view the translation, create a new task and click Action.

Translations list
Translations list lets you add translations for selection lists in multiple languages. This example adds French,
German, and Spanish translations

1. Click <My Profile> | Administration | Customization | Translations.

2. Enter the selection list name in the current language field and click Find. For example, to search for
the Pending selection list item when the language of the current user is US English, type Pending in
US Translation.
3. Click Find.

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 4. Click the relevant selection list item. For example to add translations for the selection list item
Pending in the communications Status field, click Pending for the Comm_Status caption family.
5. Click Change.
6. Enter the translations.
7. Click Save. The translations take immediate effect.

Adding new languages

A standard installation supports seven concurrent languages. You can add new languages that are included
in the User Language selection list and the Translation Details page.

1. Click <My Profile> | Administration | Customization | Translations.

2. Click Add New Language.
3. Enter the details of the new language (ISO codes are preferred for the Language Code).
4. Click Save.

Translation Details fields

Warning: You should not add or delete translation records on the Translations page as doing so has far-
reaching effects on your system. You should use this functionality only if you've completed a Developer
training course.

The following table explains the standard fields on the Translation Details page.

Field Description

Caption Code The system code that is stored—not what the user sees on the screen.
For example, LetterOut. This stays the same regardless of the language
translation. It is set up when the selection choices are defined. For more
information, see Fields.

Caption Family The Caption Family groups the code. For example, LetterOut, LetterIn,
PhoneOut, PhoneIn all belong to the Caption Family Comm_Action.

Caption Family Type The Type of Caption Family. For example, for a selection list the family
type is Choices.

Caption Order The order the caption appears in the selection list.

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 Field Description

Caption Context Can be used to add free text to a custom caption to give it more meaning.
This provides context information for translators less familiar with the
system.

US Translation The US English translation for the Caption Code.

UK Translation The UK English translation for the Caption Code.

French Translation The French translation for the Caption Code.

German Translation The German translation for the Caption Code.

Spanish Translation The Spanish translation for the Caption Code.

Dutch Translation The Dutch translation for the Caption Code.

Japanese Translation The Japanese translation for the Caption Code.

Managing help
l Installing help files locally
l Switching between local and web help
l Customizing help links
l Adding field-level help
l Customizing onscreen coaching

Installing help files locally

By default, help files are not installed together with Sage CRM. When a user clicks the Help button, Sage
CRM displays help files hosted on dedicated web servers. To access these help files, client computers must
have access to the Internet. You can change this default behavior at any time by installing help files locally on
your Sage CRM server.

For example, you need to do so if:

l Client computers in your environment have limited or no access to the Internet.

l You want to customize the Sage CRM help files.

If your environment includes multiple Sage CRM servers, you need to install help files only on one of them.
Other Sage CRM servers will automatically get access to the help files once they are installed.

After installing help files locally, you can always switch back to using help hosted on web servers.

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To install help files:

1. Download the Sage CRM 2020 R1 Help Setup file.

The Help Setup file is available on the Sage CRM Partner Community. The file name has the
following format:

SageCRM_<VersionNumber>_HelpSetup.exe

where <VersionNumber> is the Sage CRM version the setup is for.

2. Copy the Help Setup file to the Sage CRM server on which you want to install help.
3. Run the file and complete the Setup Wizard. You will be prompted to enter administrative
credentials for the Sage CRM database.

Sage CRM help files are installed to the following locations:

Help Location on a Sage CRM server

User Help <Sage CRM installation folder>\WWWRoot\Help\

<Language>\Main Menu

System <Sage CRM installation folder>\WWWRoot\Help\

Administrator <Language>\Administration
Help

In the table above:

l <Sage CRM installation folder> is the folder you specified when installing Sage CRM. By default,
this is %ProgramFiles(x86)%\Sage\CRM\CRM.
l <Language> is the language of the help files, for example, EN, DE, ES, or FR.

Local help files include context-sensitive help, which users can access by clicking the Help button in the
Sage CRM UI. The language in which context-sensitive help is displayed depends on the user’s language
preference. For more information, see Setting up a new user. If the help file in the user’s chosen language
has not been installed, help is displayed in system default language.

After installing help files, you can edit the files or replace them completely.

Sage CRM help is created using Madcap Flare. If you have the expertise and licenses to create a
customized help project which mirrors the Sage CRM help file structure, you can replace parts or all of the
standard Sage CRM help with your customized project. Alternatively, you can create help using the help
authoring tool of your choice and replace part or all of the standard Sage CRM help.

If you use a customized project, ensure the following:

l The default initial file for the User Help and System Administrator Help is named Default.htm and
located in the corresponding folder (Main Menu or Administration) specified in the table above.

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 Sage CRM looks for that file if no context-sensitive link has been set.
l The help content files are HTM files located in the corresponding folder (Main Menu or
Administration). Only files meeting these criteria can be selected from the Inline Translation tool
used to set up the context-sensitive links. For more information, see Customizing help links.

Note: We recommend that you back up the local help files before modifying them. Sage CRM is
delivered with new help files and context-sensitive links with each release. Custom local help files and
links are preserved on upgrade.

Switching between local and web help

When help files are installed locally on your Sage CRM server, you can select which help files are displayed
to users and system administrators when they click the Help button.

Possible options are:

l Local help files installed on your Sage CRM server.

l Help files hosted on dedicated web servers.

To select which help files are displayed:

1. Log on to Sage CRM as a system administrator.

2. Click <My Profile> | Administration | System | System Behavior.
3. Click Change.
4. In Use local help files, select a value. For more information, see System behavior fields.
5. Click Save.

Customizing help links

In Sage CRM, each mode represents a unique help link. For example, the help link on the Company
Summary page in view mode is different to the help link in edit mode. This means you can set up a help link
specific to viewing, changing, or deleting the record.

1. Click <My Profile> | Administration | Customization | Translations.

2. Select Inline Translation Mode.
3. Navigate to the page where you want to change the existing help link.
4. Click the Help action button. A list of existing help files is displayed in a new browser window. The
help file currently linked to the page is highlighted in the list. The list of files displayed here is filtered
to display any *.HTM file in ..WWWRoot\HELP\EN\Main Menu\Content\User or

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 ..WWWRoot\HELP\EN\Administration\Content\Administrator. To link the page to a custom help
page, ensure the help page is saved in one of these folders.
5. Select the help file and click Save.
6. Click <My Profile> | Administration | Customization | Translations, and clear Inline Translation
Mode. When the user clicks the Help button on the page where you changed the link, the new help
page is displayed.

Adding field-level help

Field-level help displays tooltips for fields when you hover on them. The tooltip for the field is displayed on all
screens in Edit mode where the field is displayed. This includes search screens where the field is present.
The tooltip cannot be accessed from touch-screen devices.

1. Identify the field name where you want field-level help to be displayed. For example, pers_suffix.
2. Click <My Profile> | Administration | Customization | Translations.
3. Click New.
4. Add the new translation. The caption code must match the column name. For example, with pers_
suffix, the caption family must be set to ColHelpText, and the caption family type to Tags.
5. Type the text for the field tooltip in the language translation fields.
6. Click Save. A question mark icon is displayed beside the field. Hover over the question mark icon to
view the help text.

Customizing onscreen coaching

Onscreen coaching is displayed in a panel on Sage CRM screens. It provides general information and tips
about the screens to users. You can add new coaching text, modify existing captions, or copy text initially
intended for one screen and use it in a different context.

1. Enable coaching captions in <My Profile> | Administration | System | System Behavior | Allow
Coaching In CRM.
2. Click <My Profile> | Administration | Customization | Translations.
3. Select Inline coaching captions editing. A new Add /Edit Coaching Text link is displayed at the top
of every screen. This link lets you add or edit the coaching text for the current screen.
4. Navigate to the screen where you want to add new on-screen coaching text.
For example, click New | Company. Enter a name in Company Name and click Enter Company
Details.
5. Click Add/Edit Coaching Text at the top of the screen. The Onscreen coaching page is displayed in
a new window.

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 6. Select Create new on-screen coaching text.
l To re-use text from another screen, select Re-use existing on-screen coaching text. Any
changes you make to the coaching text appear on all other screens that use this text.
l To re-use text from another screen, select Clone existing on-screen coaching text. Any
changes you make to the coaching text does not appear on other screens.
7. Enter the text you want to display in the onscreen coaching and click Save. You can use basic
HTML bold and bullet list commands to customize the way your onscreen coaching text is displayed.
The updated coaching caption is displayed at the top of the screen.
8. Click <My Profile> | Administration | Customization | Translations.
9. Unselect Inline Coaching Captions Editing. The Add/Edit Coaching Text link is removed from all
screens.

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Component Manager
l Introduction to Component Manager
l Uploading and installing components
l Working with the Mapping component

Introduction to Component Manager

Component Manager allows customizations made on one Sage CRM system to be saved and transferred to
another Sage CRM system. It enables Sage CRM developers to package and reuse implementation-
specific customizations in future implementations.

The Extensibility Module is required to record changes and create a component. For more information on
recording and creating components, see the Developer Help on the Sage CRM Help Center.

Components supplied to you may contain full details of any of the following areas:

l Field Customizations.
l Field Security—where the update applies to "Everyone".
l Screen Customizations—including Field Level Scripting and Custom Content.
l View Customizations.
l List Customizations.
l Tab Customizations—including System Menus and Menu Buttons.
l Block Customizations—including Dashboard blocks.
l Table and Database connections.
l TableScript Customizations.
l Translations—including inline translation mode, field customization method and translations list
method.
l Reports—creation of new reports and modification of existing ones.
l Most Workflow Customizations.
l Button Groups.
l Interactive Dashboards.

Customization script files, such as ASP pages, will be included automatically if they are directly referred to
(for example, by a newly created tab). However, when an ASP page is updated, or when a file that is
indirectly referred to is added (for example, an "include file" in an ASP page), then these files must be

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manually copied to the component folder. For more information, see the Developer Help on the Sage CRM
Help Center.

Uploading and installing components

The following stages are involved in uploading and installing components:

l Preparing to install components

l Uploading and installing components
l Uninstalling components

Preparing to install components

Before you install a component, you need to make a note of the following:

l Ensure that the component you are about to install is in ZIP file format.
l Component ZIP files supplied to you may contain more than one component. When you upload a
ZIP file containing more than one component, all of the components contained in the ZIP file are
available for installation.
l Copy the component ZIP file to a location where it is easily accessible.

Tip: By default, you can install a component only once. To allow multiple installs of a component, open
the component ecf file and set multipleinstalls to Y.

Uploading and installing components

1. Click <My Profile> | Administration | Customization | Component Manager. Any previously
installed components are listed.
2. From the Add Component panel, browse to the component ZIP file and click Open.
3. Click Upload New Component. The Component is added to the Available Components list.
4. Select the component from the Available Components list.
5. Click View Details to display information about the component. Ensure you select the latest
download of the component. If you’ve installed the component before, the latest version has a
number after the name.

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 6. Click Install Component.
l Complete any fields that you're prompted to complete.
l Ensure Apply All Changes is set to Yes to overwrite existing customizations made by
installing previous components. For more information, see the Developer Help on the Sage
CRM Help Center.
l Click Preview Install to view the script that's executed when the component is installed.
You can export the script to a CSV file.
7. Click Install Component and then click OK. Component Manager loads the new information,
recreates the views, and reloads the metadata.
8. When the component is installed, click View Log File to view detailed information about the install.
Alternatively, click <My Profile> | Administration | System | Logging.
9. Click Continue. The component is displayed in the list of installed components.

Uninstalling components
1. Click <My Profile> | Administration | Customization | Component Manager.
2. Select the component from the Available Components list.
3. Click Install Component.
4. Select Check this to uninstall the <component>.
5. Click Install component. The <component> tab is no longer displayed.

Working with the Mapping component

The Mapping component allows users to mark companies, cases, opportunities, and leads on a map in
Sage CRM. Users can also view nearby hotels, airports, pubs, and restaurants on the map.

When configuring the Mapping component, system administrators can select a map service provider to be
used. For example, OpenStreetMap and its contributors, Stamen, Esri, F4map, Komoot, or ViaMichelin.

Note: To use the Mapping component, the client computers must have Internet access. The component
embeds unencrypted content from a remote website, so the component doesn’t work when HTTPS is
enabled.

In this section:

l Installing and configuring the Mapping component

l Using the Mapping component
l Removing the Map tab

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Installing and configuring the Mapping component
Before installing the Mapping component, make sure that your Sage CRM license allows you to use the
Component Manager.

l Step 1: Enable CLR on Microsoft SQL Server

l Step 2: Generate a MapQuest consumer key
l Step 3: Install the Mapping component
l Step 4: Configure the Mapping component

Step 1: Enable CLR on Microsoft SQL Server

1. Open SQL Server Management Studio and connect to the SQL Server hosting the Sage CRM
database.
2. In Object Explorer, expand the root node, expand Databases, and locate the Sage CRM database.
By default, this is CRM.
3. Right-click the Sage CRM database and click New Query.
4. Enter the following SQL query and click Execute:

sp_configure 'clr enabled', 1

GO
RECONFIGURE
GO

5. Select the last two lines in the query and click Execute again:

RECONFIGURE
GO

Step 2: Generate a MapQuest consumer key

The Mapping component uses a free map search provided by MapQuest. To enable the map search in Sage
CRM, you need to create a MapQuest account, generate a consumer key, and then provide that key to the
Mapping component.

1. Set up a MapQuest account at https://developer.mapquest.com/plan_purchase/steps/business_

edition/business_edition_free/register. You’re automatically logged into your new account.
2. Click Manage Keys.
3. Click Create a New Key.
4. In App Name, enter any name.
5. Leave Callback URL blank.

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 6. Click Create App.
7. Click the name of your app to display its details.
8. Copy the consumer key. You will need it in Step 4: Configure the Mapping component.

Step 3: Install the Mapping component

1. Ensure that your Sage CRM license allows you to use the Component Manager.
2. Download the Mapping component from https://community.sagecrm.com/add_on_store/m/sage_
crm_downloads/22244.aspx.
3. Log on to Sage CRM as a system administrator.
4. Click <My Profile> | Administration | Customization | Component Manager.
5. Under Add Component, browse to select and open the .zip file you downloaded in step 2.
6. Click Upload New Component. The component is added to the Available Components list.
7. In Available Components, select Sage CRM Mapping Component, and click Install Component.

Note: Ensure you select the latest download of the component. If you’ve installed the Mapping
component before, the latest version has a number after the name. For example,
MappingComponent(1).zip.

8. Under Apply all changes? select Yes.

Warning: Do not select the checkbox below this option, as this uninstalls the component. This
checkbox does not confirm that you agree to terms and conditions.

9. Click Install Component. If prompted, confirm that you want to install the component.
10. When the installation completes, click Continue.

Step 4: Configure the Mapping component

In this step, you enable the map search and select the map service provider to be used with the Mapping
component.

1. On the Sage CRM server, open the following folder:

<Sage CRM installation folder>\WWWRoot\CustomPages\xtmp_Maps

The default Sage CRM installation folder is %ProgramFiles(x86)%\Sage\CRM\CRM

2. Open the settings.js file in a text editor such as Notepad.

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 3. In the file, locate and edit the following code:
l var MAP_QUEST_API_KEY = 'CONSUMER KEY';

In this code, replace CONSUMER KEY with the actual consumer key you obtained from
MapQuest.
l var mapObj = {
               name: "MapTiles",
               url: [

In this element, uncomment the URLs of the map service provider you want to use. You can
use only one provider. When switching providers, make sure to comment out the URL of the
provider you switch from.

Warning: Do not uncomment the names of map service providers. If you do so, the
Mapping Component won’t work.

4. Save the file.

5. Refresh the browser cache by pressing Ctrl + F5.

Note: After you change the settings.js file, for example, select a different map service provider,
every user must refresh their browser cache for your changes to take effect.

The Mapping component is now ready to use. Once you have installed and configured the Mapping
component, the Map tab becomes available for companies, cases, opportunities, and leads.

Using the Mapping component

l Specifying locations for entities
l Adding a map gadget to the interactive dashboard
l Displaying information on a map

Specifying locations for entities

Out of the box, Sage CRM database doesn’t contain GPS coordinates for entities. To accurately display a
company, case, opportunity, or lead on the map, you must specify its location manually.

1. Click the Search arrow on the top bar and click <Entity>.
2. Search for the entity record and open it.
3. Click the Map tab.
4. Click Search. The address is displayed in the search box and a pin is displayed in the approximate
position of the address.

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 5. Click Change location.
6. Move the pin to the exact location.
7. Click Save location.

Adding a map gadget to the interactive dashboard

You can use the Mapping component to create a map gadget and link it to a list gadget on the interactive
dashboard. When a user selects an entity in the list gadget, it’s displayed on the map.

1. Create a map gadget and add it to the dashboard:

a. Click My CRM | Dashboard | New Gadget | Create Gadget.
b. Click Web Site.
c. In Web Address, enter the following:
#crm_server#/custompages/xtmp_
maps/gadgetredirector.asp?gadgetPath=custompages/xtmp_maps/mapsgadget.asp
d. Click Next.
e. Enter a name for the gadget and click Finish.
2. Create a list gadget and add it to the dashboard:
a. Click New Gadget | Create Gadget.
b. Click List.
c. Select an entity to base your gadget on and click Next.
d. Select the data source to base your gadget on and click Next.
e. Select the columns to display or select Select All.
f. Select a Default Action and click Next.
g. Add a Name and Description for the gadget, and click Finish.
3. Link the list gadget to the map gadget:
a. Click the Links icon on the list gadget.
b. Click New Link.
c. Select sends data to.
d. Select the map gadget in the right-hand drop-down list.
e. Select the data that's linked between the gadgets.
f. Click OK and click Close.

Displaying information on a map

1. Click the Search arrow on the top bar and click <Entity>.
2. Search for the entity record and open it.

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 3. Click the Map tab.
4. Select the entities and amenities that you want to display on the map.
5. Select the radius that you want to view on the map.
l Entities are displayed on the map for the selected radius only and are limited by distance.
l Only active and in progress entities are displayed.
l Amenities are displayed on the map with unlimited distance.
l Only 30 pins of each type are displayed at once even if there are more than 30 relevant pins.
These are chosen randomly.
6. Click a pin on the map to display more information about the relevant entity or amenity.
7. Click Center Map to return the map to the active entity.

Removing the Map tab

You can remove the Map tab from Sage CRM. This, however, doesn’t uninstall the Mapping component.

1. Click <My Profile> | Administration | Customization | Component Manager.

2. Select the Mapping component from the Available Components list.
3. Click Install Component.
4. Select Check this to uninstall the Mapping Component.
5. Click Install component. The Map tab is no longer displayed.

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Calendar
l Creating a custom action for tasks and appointments
l Changing appointment color for a user
l Customizing calendar list

Creating a custom action for tasks and appointments

l Step 1: Add new custom action to the database
l Step 2: Assign an icon to the custom action

Step 1: Add new custom action to the database

1. Click <My Profile> | Administration | Customization | Communication.
2. In the Field Caption column, locate Action and then in the Field Type column click Selection.
3. Create a new custom action:
a. In Add Translation, type the action name.
b. In Code, type the action code.
c. Click Add and then click Save.

Step 2: Assign an icon to the custom action

You can create custom icons and assign them to custom actions.

1. Create your action icon and save it as a .gif file.

The name of your .gif file must be identical to the code of the custom action to which you want to
assign the icon.
l Keep the graphic file size small. Large graphic files may impact system performance.
l Make sure your icon is square. Sage CRM may scale the icon down, so if the icon is not
square, it can be distorted.
2. Copy your .gif file to the following location on the Sage CRM server:

<Sage CRM installation folder>\WWWRoot\Themes\Img\Ergonomic\Choices\Comm_Action

The default, Sage CRMinstallation folder is

%ProgramFiles(x86)%\Sage\CRM\CRM

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 3. Press F5 to refresh the calendar in your web browser.
Now all tasks and appointments for which you selected you custom action are displayed with the
new icon.

Changing appointment color for a user

You can change the default color in which appointments assigned to a particular user are displayed in the
Team CRM calendar.

1. Create a JavaScript file named responsiveTeamCalendarUserColors.js.

2. Add the following code to the file:

SageCRM = SageCRM || {};

SageCRM.CUSTOM_TEAM_CALENDAR_USER_COLORS = {

// Map user IDs to colors.

"<user ID>" : "<color>",

};

Where

l <user ID> is the Sage CRM user ID.

l <color> is the color in which you want the appointments to be displayed.

Use hex color code, for example #00DC00.
You can add as many "<user ID>" : "<color>" pairs as you like. Use a comma as a separator.

3. Save and copy the file to the following folder on the Sage CRM server:
<Sage CRM installation folder>\WWWRoot\js\custom

By default, Sage CRM is installed to:

%ProgramFiles(x86)%\Sage\CRM\CRM

4. Reset IIS on the Sage CRM server.

You can do so by running the iisreset command at a command prompt.

Customizing calendar list

You can change the appearance of the My CRM | Calendar List tab. For example, you can add or remove
columns, change the horizontal alignment of values in each column, and set the default list sorting mode.

1. Log on to Sage CRM as a system administrator.

2. Go to <My Profile> | Administration | Customization | Communication.

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 3. Click Lists.
4. Click Calendar List.
5. Use options on the page to add, remove, or update columns in the Calendar List.

For detailed information, see the table below.

6. When you're done, click Save.

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Option Description

Desktop HTML List Contents Shows the fields that are currently displayed as list columns in the
Calendar List tab.

To remove a column from the tab:

1. Select the corresponding field in the list.

2. Click Remove.

To change the properties of a column:

1. Select the corresponding field in the list.

2. Configure options under Properties.
3. Click Update.

Field Select the field you want to add to the Calendar List as a column.

You can add only the following field types:

l Checkbox
l Date Only
l Date & Time
l Email Address
l Integer
l Multiline Text
l Numeric
l Phone Number
l Selection
l Text
l User Select
l WWW URL

Other field types are not supported even though they are present in the
list. When you add a field whose type isn't supported, that field doesn't
appear in the Calendar List.

Tip: To see the type of a field, go to <My Profile> | Administration |

Customization | Communication | Fields tab.

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Option Description

Hyperlink to Select the entity to which you want to hyperlink entries in the column.

For example, you can hyperlink a Person record to the corresponding

Person or Company record.

Alignment Select how you want to horizontally align values in the list column.

Possible values:

l Centre
l Left
l Right

Show Heading Display or hide the field caption in the column heading.

Possible values:

l Yes. Shows the field caption in the column heading.

l No. Shows an empty column heading.

Default Order By Enable or disable the default sorting of the list by the column.

Possible values:

l Yes. Sorts the list in the ascending order using the column
values.
l No. Disables sorting by the column.

Note: Ensure you sort the list by one column only.

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Entities
l Creating a custom entity
l Modifying a custom entity
l Making a custom entity available for reassignment
l Enabling deduplication for a custom entity
l Changing the custom entity logo
l Creating a report view for an entity
l Optimizing a custom entity list for faster loading

Creating a custom entity

You can create custom entities in your Sage CRM environment. To do that, you need to download, install,
and use the Advanced Customization Wizard. This wizard is distributed as an optional Sage
CRM component. It helps you to configure the various parameters of your custom entity.

1. Download the Advanced Customization Wizard .zip file from the Sage CRM Partner Community.
Make sure you download the wizard for your version of Sage CRM.
You can search for and download the Advanced Customization Wizard (formerly known as the Main
Entity Wizard) on the Sage CRM Partner Community.
2. To access the Partner Community, you must be either a Sage CRM Business Partner or member of
the Sage CRM Developer Program. For more information on how to join, see Join the Sage CRM
Developer Program.
3. In Sage CRM, install and start the Advanced Customization Wizard:
a. Log on to Sage CRM as a system administrator.
b. Click <My Profile> | Administration | Customization | Component Manager.
c. Under Add Component, specify the Advanced Customization Wizard .zip file you
downloaded in step 1 of this procedure.
d. Click Upload new component.
e. Under Available Components, click to select Advanced Customization Wizard, and then
click Install Component. After its installation, the Advanced Customization Wizard remains
listed under Available Components. This allows you to use the wizard to create custom
entities in the future.
4. On the Component Parameters, Step 1 of 2 screen, specify parameters for the entity being created.
For more information about these parameters, see Entity parameters.

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 Optionally, you can click Preview Install to view the configured entity parameters and export them
to a Comma-delimited values (.csv) file.
5. When you are finished, click Install Component and wait until entity creation completes.
In this step, the following screen elements are created:
l Name and status fields
l Search, entry, summary, and top content screens
l A grid for the new entity
l A tab group with a tab that contains a custom summary screen
Other screen elements depend on how you configured the entity parameters in step 3 of this
procedure.

6. When prompted, click Continue to finalize entity creation.

Entity parameters

Parameter Description

Entity Name Enter the name for the new custom entity you want to create.

This name identifies the following:

l Entity table in the Sage CRM database.

l Entity caption in the Sage CRM user interface.

The name you enter must:

l Include 26 characters or less.

l Be different from the existing names of tables in the Sage CRM
database.

Entity Column Prefix Enter the four letter prefix you want to add to the names of columns in the
entity table.

Do not include an underscore. The prefix must follow the applicable identifier
rules configured on the database server.

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Parameter Description

Tag with Component Allows you to script out and further customize new entities. The value in this
Name text box has the following format:

<EntityName>_Component

A new component with this name is added to Existing Components.

When creating a new custom entity, you can select this component and click
Preview Script to view the changes involved in creating the entity.

You can set this component as the currently recording component and further
customize the entity. For example, you can script out the entire customization.

For more information, see Scripting customizations in the Developer Help on

the Sage CRM Help Center.

Add to My CRM When selected, creates a custom list and a custom tab for the My CRM work
area. Displays a list of new entity records associated with a user.

Add to Find When selected, makes the custom entity available for search in Sage CRM.

Selecting this check box creates a custom search entry screen and a
corresponding search results list.

Add to Team CRM When selected, creates a custom list, an ASP page that displays the list, and a
custom tab for the Team CRM work area. Displays a list of all new entity
records associated with a team.

Has Companies When selected, creates a company tab and adds a corresponding custom
company list to the tab group.

This enables you to view a list of associated companies for all new entity
records, and link existing companies to the new entity using a Link button.
To set up deduplication for companies in this scenario, see Enabling
deduplication for a custom entity.

Has Accounts When selected, creates an account tab and adds a corresponding custom
account list to the tab group.

This enables you to view a list of associated accounts for all new entity
records, and link existing accounts to the new entity using a Link button.

This check box is only available if Integration is set up.

Owned by Companies When selected, adds a custom tab to the Company tab group. This custom
tab displays a list of associated new entity records for a company.

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Parameter Description

Allow Web Service When selected, enables the new entity for Web Services. For more
Access information, see Web Services in the Developer Help on the Sage CRM Help
Center.

Has People When selected, creates a people tab and adds a corresponding custom
people list to the tab group.

This enables you to view a list of all associated people for all new entity
records, and link existing people to the new entity using a Link button.
To set up deduplication for people in this scenario, see Enabling deduplication
for a custom entity.

Owned by People When selected, adds a custom tab to the People tab group.

This custom tab displays a list of associated new entity records for a person.

Allow Read-only SData When selected, enables the new entity for SData. For more information, see
Access SData in the Developer Help on the Sage CRM Help Center.

Has Opportunities When selected, creates an opportunities tab and adds a corresponding
custom opportunities list to the tab group.

This allows you to view all the associated opportunities for all new entity
records.

Has Leads When selected, creates a lead tab and adds a corresponding custom leads list
to the tab group.

This allows you to view all the associated leads for all new entity records.

Owned by Leads When selected, adds a custom tab to the Leads tab group.

This custom tab displays a list of associated new entity records for a lead.

Has Cases When selected, creates a cases tab and adds a corresponding custom cases
list to the tab group.

This allows you to view associated cases for all new entity records.

Owned by Cases When selected, adds a custom tab to the Cases tab group.

This custom tab displays a list of associated new entity records for a case.

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Parameter Description

Has Communications When selected, creates a communications tab and adds a corresponding
custom communications list to the tab group.

This allows you to view associated communications for all entity records.
Select this check box to perform mail merges from the context of the newly
created entity.

Has Library When selected, creates a library tab and adds a corresponding custom library
list to the tab group.

This enables you to view all associated library entries for all new entity
records.
Select this option to perform mail merges from the context of the newly
created entity.

Owned by Orders When selected, adds a custom tab to the Orders tab group.

This custom tab displays a list of associated new entity records for an order.

Owned by Quotes When selected, adds a custom tab to the Quotes tab group.

This custom tab displays a list of all the associated new entity records for a
quote.

Workflow When selected, creates a workflow for the custom entity and enables default
workflow rules for the new entity.

Has Workflow Progress When selected, creates a progress table for the custom entity table and allows
you to add progress notes for custom entity records.

Deduplication When selected, creates a deduplication screen for the new entity so you can
set deduplication rules in Sage CRM.

To set up a deduplication screen for a new entity that has People or has
Companies, see Enabling deduplication for a custom entity.

For Dot Net When selected, creates an entity for which you can write a .NET module
instead of using ASP pages. The entity is created with metadata in the usual
way but as ASP pages are not created, you must use the .NET DLL to
customize the entity.

Owned by Accounts When selected, adds a custom tab to the Account tab group.

This custom tab displays a list of associated new entity records for an account.

This check box is only available if Integration is set up.

Owned by When selected, adds a custom tab to the Opportunities tab group. This
Opportunities custom tab displays a list of associated new entity records for an opportunity.

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ASP files and metadata generated for custom entities
When you use the Advanced Customization Wizard to create a new custom entity, the wizard may generate
the following:

l ASP files
l Metadata

ASP files

The Advanced Customization Wizard generates custom ASP files for the custom entity depending on the
component parameters you configure for the entity.

These ASP files are stored in the following location:

<Sage CRM installation folder>\WWWRoot\CustomPages\<EntityName>

The default Sage CRM installation folder is %ProgramFiles(x86)%\Sage\CRM\CRM.

File name Description

<Company><EntityName>.asp Lists new entity records owned by a particular

entity.

For example, Company, if you select Owned By

Companies on the Component Parameters
screen.

A similar file can be generated for People, Leads,

Opportunities, Cases, Accounts, Quotes, and
Orders.

<EntityName><Person>.asp Displays the new entity's people, if you select Has

People on the Component Parameters screen.

A similar file can be created for Communications,

Case, Lead, Opportunity, Company, Library, and
Accounts.

<EntityName>Channel.asp Lists new entity records associated with a Team on

the Team CRM area, if you select Add To Team
CRM on the Component Parameters screen.

<EntityName>Summary.asp Provides the summary page for new entity records.

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 File name Description

<EntityName>Find.asp Enables you to search for the new entity records if

you select Add To Find on the Component
Parameters screen.

<EntityName>ToDo.asp Lists new entity records associated with a user on

the My CRM area, if you select Add To My CRM
on the Component Parameters screen.

<EntityName>Dedupe.asp Displays the custom dedupe screen if you select

Deduplication on the Component Parameters
screen.

If Deduplication is cleared, this file redirects you to

<EntityName>New.asp.

<EntityName>Conflict.asp Lists conflicts that dedupe entrygroup finds.

<EntityName>Library.asp Enables you to link library items to the new entity.

<EntityName><Company>Link.asp Enables you to create links between the entity

records and other companies or people.

<EntityName>New.asp Enables you to create new entity records.

<EntityName>WF.asp Enables you to create a workflow for the new

entity.

<EntityName>ProgressList.asp Enables you to progress the new entity record.

Metadata

The Main Entity Wizard generates metadata for the new main entity depending on the component
parameters you configure for the entity. You can view the metadata in Enterprise Manager (for example, in
the Custom_Tables table) and in Sage CRM (<My Profile> | Administration | Customization | <Entity>).

Metadata Description

<EntityName>SearchBox The entry screen used for search selects and finds
on new entities.

<EntityName>NewEntry The entry screen used to create new entity

records.

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 Metadata Description

<EntityName>BoxDedupe The deduplication screen for the custom entity, if

you selected Deduplication on the Parameter Info
screen.

<EntityName>TopContent The context area for the new entity records.

<EntityName>SummaryScreen The summary screen for new entity records

<EntityName>SearchBox The search screen for finding new entity records.

<EntityName>Grid The grid used for search selects and finds on new
entity records.

<EntityName>UsersGrid The grid used to list new entity records for a

particular User.

<EntityName>ChannelGrid The grid used to list new entity records for a

particular Team.

MainEntity<EntityName>Grid The grid used to list new entity records for a

particular main entity, if you selected Owned By
<MainEntity> on the Parameter Info screen.

<EntityName> The tab group for the new entity.

Example: Creating a custom entity named Project

This example illustrates how to create a new entity called Project.

The Project entity

l Is owned by the Company entity.

l Can have People or Cases associated with it.
l Is available in the My CRM and Team CRM work areas.
l Is searchable in Sage CRM.
l Has workflow enabled.

1. Install and start the Advanced Customization Wizard.

For step-by-step instructions, see Creating a custom entity.
2. On the Component Parameters, Step 1 of 2 screen, use the following required options:
l Entity Name. Enter Project. A new database table called Project is created in Sage CRM.
The word Component is appended to the entity name and Project_Component is
automatically entered in Tag With Component Name.

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 l Entity Column Prefix. Enter proj. This prefix identifies standard fields created for the new
entity. For example, the Project entity includes information about project manager names
stored in a field called proj_manager. The underscore character (_) is automatically inserted
in the field name.
3. Select the following optional check boxes:
l Owned by Companies. Indicates that each Project record must be associated with a
company.
l Has People. Enables users to associate people with Project records.
l Has Cases. Enables users to associate cases with Project records.
l Add to My CRM. Makes Project records available in the My CRM work area.
l Add to Team CRM. Makes Project records available in the Team CRM work area.
l Add to Find. Enables users to search for Project records in Sage CRM.
l Workflow. Makes the Workflow screen available for Project records.
l Workflow Progress. Makes the Workflow Progress screen available for Project records.
4. Click Install Component. When the component is installed, the Project entity becomes available in
<My Profile> | Administration | Customization.

Modifying a custom entity

To modify custom entity screens, fields, lists, and tabs created by the Advanced Customization Wizard, click
<My Profile> | Administration | Customization | <Entity>.

Depending on the options you select on the Parameter Info screen, an entity progress table may be
available. For example ProjectProgress. You can customize this in the same way as a typical progress table.

Making a custom entity available for reassignment

When a custom entity is available for reassignment, administrators and info managers can reassign entity
records of that type associated with one user to another user or team of users.

When you create a custom entity, it is automatically added to the Reassign User Records page. Also the
Status field (proj_status) that is used as a filter is automatically added to the new table.

To prepare the custom entity for reassignment, the administrator has to edit or add the necessary values of
the Status field, as follows:

1. Log on to Sage CRM as a system administrator.

2. Click <My Profile> | Administration | Customization | <Entity> | Fields.
3. In the Field Caption column, locate Status.

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 4. In the Field Type column, click Selection for the Status caption.
5. On the screen that opens, edit or add values in the Selection list as appropriate.
These are the values that can be selected in the Status field for the entity.
For more information, see Field Customization in the System Administrator Help.
6. When you are finished, click Save.

Enabling deduplication for a custom entity

If your custom entity has associated Companies or Persons, and you want to display a deduplication page
when you create a Company or Person from within the context of the custom entity, do one of the following:

l To enable deduplication if the entity has Companies, open <EntityName>Company.asp and

change the action from 140 to 1200.
l To enable deduplication if the entity has Persons, open <EntityName>Person.asp and change the
action from 141 to 1201.

From
CRM.URL(141)+"&Key-1="+iKey_
CustomEntity+"&PrevCustomURL="+List.prevURL+"&E=Accounts", 'Person', 'insert'));

to
CRM.URL(1201)+"&Key-1="+iKey_
CustomEntity+"&PrevCustomURL="+List.prevURL+"&E=Accounts", 'Person', 'insert'));

Tip: For more information about URL, see Url(Action) in the Developer Help on the Sage CRM Help
Center.

Changing the custom entity logo

Each custom entity has a small and a large logo. On a Sage CRM server, these logos are stored in the .gif
files that are automatically created for each custom entity. The names of these .gif files are based on the
corresponding entity name, as follows:

l <EntityName>.gif
l small_<EntityName>.gif

When the current theme in Sage CRM is Contemporary, the default locations of these files are as follows:

l %ProgramFiles(x86)%\Sage\CRM\CRM\WWWRoot\Themes\
Img\Ergonomic\Icons

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 l %ProgramFiles(x86)%\Sage\CRM\CRM\WWWRoot\Themes\
Img\Ergonomic\Icons\Summary

To change the default logos for an entity, create your custom .gif logo files, name them according to the
patterns above, and then copy your files to the appropriate locations to overwrite the original logo files stored
there.

Creating a report view for an entity

You can create a report view for an entity and select the tables and columns to be included in a report. For
example, a report view for an entity named Project could display all cases associated with a project, the
person who logged the cases, case status, case priority, and case description.

1. Log on to Sage CRM as a system administrator.

2. Click <My Profile> | Administration | Customization | <Entity>.
The entity must correspond to the main database table you reference in the view.

3. Click the Fields tab to see the entity columns that you can include in the view.
Each entity also has a hidden unique identifier that's used for SQL joins.

Table Unique ID

Project proj_projectid

Cases case_caseid

4. Click the Views tab and then click New.

5. Use the following options:
l View Name. Enter a name for the view. The name must start with the letter v and be a
single word, no blank spaces allowed. Example: vProjectCaseView
l Reports View. Select this check box to make the view available when creating a new report.
l Description. Enter an informative description of the view.
l Translation. Enter a translation for the view. This is what the user sees on the screen when
the view is selected from the drop-down list.
l View Script. Enter or edit the script in this text box as necessary.
6. Enter SQL query for the new view. The columns in the SELECT statement are included in the report.
CREATE VIEW vProjectCaseView
AS
SELECT proj_name, case_caseid, case_openedby, case_priority, case_status, case_
description
FROM PROJECT

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 INNER JOIN cases
ON proj_projectid = case_projectid
SQL script for the new report view

7. Click Save.

The new view is listed in Source View on the Report Options, Step 1 of 2 page when you create a new
report.

Optimizing a custom entity list for faster loading

Note: This option is not supported for standard entities.

By default, Sage CRM looks for data related to a custom entity list in all database columns. You can
configure Sage CRM to look for data only in those database columns that are added to your custom entity
list. As a result, your list will load faster.

1. Click <My Profile> | Administration | Customization | <Custom Entity> | Lists.

2. Do one of the following:
l To optimize an existing list, click the Change icon ( ) beside it.

l To create and optimize a new list, click New.

3. Set Use all SQL columns in query to No.

When this option is set to Yes or --None--, Sage CRM looks for data in all database columns.

4. Click Save.

If you get an error when your list is loading, a list column in your customization might be missing from the
SQL query that loads list. To resolve this issue, add the column to the list but make it hidden:

1. Click <My Profile> | Administration | Customization | <Custom Entity> | Lists.

2. Click the list name.
3. From Field, select the column you want to add. In most cases, this is the column mentioned in the
error message you get when the list is loading.
4. Click Add.
5. In the list under Desktop HTML List Contents, click the column you've just added.
6. In CreateScript, type the following:
Hidden = true;

7. Click Save.

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Fields
l Creating a field
l Editing a field
l Deleting a field
l Using field security
l Customizing mappings

Creating a field
You can create a new field and add it to a screen. For example, to track the overall relationship of a customer
to your company, you can add a Relationship field to the Company table.

1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |

<Entity>.
2. Click the Fields tab.
3. Click New.
4. Complete the Field properties.
5. Click Save.
6. If you've created a selection field, the Maintain Lookup Selections screen is displayed and you can
create values for the selection list.
a. Enter the code and translation for a list value and click Add. The code must be unique and
should consist of text rather than numbers.
b. To change the position of a value in the list, select the value and use the Up and Down
arrows to reposition it.
c. Click Save.
7. Add the field to the relevant screen. For more information, see Adding a field to a screen.

Field properties
The tables below explain the standard fields on the Change Database Field Properties screen, non-
standard fields that are displayed depending on the Entry Type you select, and the different Entry Types.

Standard fields

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 Field Description

Entry Type Defines how the user inputs information to the field. Additional fields are
displayed on the Change Database Field Properties screen depending
on the Entry Type you specify. See the table below for details.

Column Name The field name in the database. The naming convention is the table
abbreviation_field name, for example comp_relationship. Do not use
extended characters in the column name.

Caption The field name on the screen. For example, Relationship.

Max Length The maximum length of the field.

Entry Width The width of the field.

Default The default entry for the field.

If the value of Entry Type is Search Select Advanced, you can set
Default to search within the current entity, person, company, or custom
entity. For example, if your search entity is Opportunity, and you want the
search to show only opportunities in the current Company context, set
Default to Search With Current Company. If you leave this field blank,
the search doesn't filter on the current context.

Exclude from Quick Find Quick Find allows users search for key terms across all company,
people, case, opportunity, lead, solution, communication, order, quote,
and custom entity records at once. It searches text, email, and URL
fields. You can exclude an individual entity field from Quick Find to
narrow the range of results, reduce the size of the index and RAM
requirements, and shorten the time to return results. You can also
exclude an entity from Quick Find. For more information, see
Configuring Quick Find.

Non-standard fields

Field Description

Lookup Type Create New Lookup: You must create a new list of selection field values.

Use Existing Lookup: You can use an existing list of selection field
values.

Lookup Width Px The width of the selection list.

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Field Description

Selection Height The height of the selection list. For example, set this to zero to create a
drop-down selection list when the number of selection values is greater
than zero. Set this to 10 to create a drop-down selection list when the
number of selections is greater than 10. If this field is set to 10 and the list
has only three entries, the selection list is displayed as one long list,
rather than a drop-down list.

Search SQL An SQL filter clause that's applied to the search. For example, to create
a field that allows a user to select only opportunities of type Consulting,
enter oppo_type = ‘Consulting' to restrict the available results.

If both Default and Search SQL are blank, no restrictions are applied
and a user can select any returned record.

Search Entity The default entity that Search Select Advanced fields search.

You can customize Search Entity defaults in <My Profile> |

Administration | Translations. For example, to change the default
search field on the Case entity from Description to Reference ID, change
the translation in SS_ViewFields from Case_Description to Case_
ReferenceId.

View Field Additional columns that are displayed in the Search Select Advanced
search results. For example, a Person field could also list the related
business phone number.

Tied Fields The entity that the Search Select Advanced field can search in addition
to the default search entity.

For example, to allow a user choose a case or an opportunity from a

Search Select Advanced (SSA) field, create an SSA field for Case and
another SSA field for Opportunity. Tie case to the Opportunity SSA field
and add the Opportunity SSA field to the screen.

For an example of this in Sage CRM, see the Regarding field on the
Communication entity. It allows a user carry out a Search Select
Advanced on opportunities or cases.

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 Field Description

Restrictor Fields A field that restricts the searched values for the current Search Select
Advanced field.

Use this field if there's a relationship between this entity and another
SSA field on the same table. For example, if the value of Restrictor is
Company for a Person SSA field, when a user adds a new case and
selects the company, the Person SSA field shows only the people in that
Company. This works because there's a relationship between Person
and Company whereby a person belongs to a company.

Linked Fields Fields that are populated based on the value that a user selects in the
SSA field. For example, if a Phone field is added as a linked field to a
Person SSA field, the Phone field is populated with the phone number of
the person selected in the Person field.

You must declare the Linked field in the form "'Select Field=Form Field".

For example, to select a company's default SLA on the Cases screen,

create a field called ColP_LinkedField. The SSA field "Case_
primarycompanyid" is declared with the linked field value as "Comp_
SLAID=Case_SLAID" where Comp_SLAID is the field used in the
select and Case_SLAID is the actual field on the form. On selecting any
Company using SSA, the default SLA is automatically selected in the
SLA drop-down on the screen.

You can link to multiple fields using a comma to separate each field.
There are some restrictions: do not use a semicolon to separate the
fields as this breaks functionality. And don't link to a field that's used in
the WHERE clause of the view as this causes the drop-down list to be
blank.

Search On All View Fields Allows users to search on all columns listed in View Field.

Entry types

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Entry Type Description

Text With Check Box Search A text field that has radio buttons when used on a search screen or as a
search field in a report or group. The radio buttons translations are Has
Value, Is Empty, or Either. You can customize the translations for the
radio buttons in <My Profile> | Administration | Customization |
Translations.

Product A list of products. You set up products in <My Profile> | Administration

| Customization | Secondary Entities | Products. For more
information, see Products .

Intelligent Select A selection list populated with predefined selections. If the number of
entries in the selection list is greater than the selection height, the user
can search first and then select. Use this entry type only when the
number of entries in the list is unmanageable for a simple Selection.

Multi-select A selection list that allows a user to select more than one option. You can
add multi-select fields to all screen types, and use them in reports and
groups. Sage CRM treats multiple selections as logical ORs. If you run a
report using two search criteria, records that meet both OR either criteria
are returned.

Date Only Date field. A user can enter a date or use the calendar. You can set a
default system date of Current Date Plus Delta (in minutes) or Current
Date. Date Only fields are not time zone adjusted.

Currency A user can enter an amount and select a currency from a list. You define
the currency list in <My Profile> | Administration | Data Management |
Currency. Currency values can be a maximum of 15 digits long,
including the decimal point and places).

Search Select Advanced Allows a user to search for records on an entry screen. A user can enter
a few letters in a field, click the SSA icon, and select an option from the
search result hyperlinks beneath the field. For example, the SSA field on
Cases tab in the context of a Solution.

Minutes Duration (in minutes) of cases and opportunities as they move from one
stage to another. You must specify the fields that flag the Start Time and
End Time.

For example, Duration on the Case Tracking tab.

Currency Symbols A list of all currencies in the system.

User Group Select Allows a user to select an existing static or dynamic group and link it to a
record. The record is not added to the group.

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Entry Type Description

Text Free text in a single line. For example, Company Name.

Stored Proc Initiates a stored procedure.

Check Box Check box. For example, Private on the Communications entry screen.
When used on a search screen, the check box is converted into radio
button options: 'Has Value', 'Is Empty,' or 'Either'. You can customize
translations for these options in <My Profile> | Administration |
Customization | Translations.

Phone Number Phone number. The value is displayed as a hyperlink. CTI-enabled

users can click the value to make an outbound call.

Multiline text Multiple lines of free text. For example, Problem Details on the Case
entry screen.

Email address A link to send an email. For example, Email on the Person Summary
screen.

WWW URL WWW URL. For example, Website on the Company entry screen.

Selection A selection list populated with predefined selections. For example,

Action on the Communications entry screen.

User Select A list of users. For example, Assigned To on the Case entry screen.

Team Select A list of teams. For example, Team on the Opportunity entry screen.

Integer Numerical value. For example, Certainty on the Opportunity entry

screen.

Numeric Money value. For example, Revenue Generated on the Opportunity

table. Numeric values can be a maximum of 15 digits long, including
decimal point and places.

Date & Time Calendar and time. For example, Date & Time on the Communication
entry screen.

Editing a field
1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities | 
<Entity>.
2. Click the Fields tab.

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 3. To change the values of a selection field, click Selection in Field Type. The Maintain Lookup
Selections screen is displayed.
a. Select the value that you want to change in Selection and enter the new translation in
Change Translation.
b. Enter the new code in Code. The code must be unique and should consist of text rather than
numbers.
c. Click Update.
d. To change the position of a value in the list, select the value and use the Up and Down
arrows to reposition it.
e. Click Save.
4. To change field properties, click the field that you want to edit. For more information, see Field
properties.
5. Click Save.
6. If you've changed the value of Entry Type to a selection field that's not based on an existing lookup,
the Maintain Lookup Selections screen is displayed and you can create values for the selection list.
For more information, see Creating a field.

Deleting a field
You can delete any new fields that you've added. However, you must be careful when updating the
database. Ensure all users are logged off Sage CRM when a field deletion is taking place, and that a backup
of the database is available. Deleting a field is not reversible. If you make a mistake, you should restore the
database backup.

It is recommended that you make major changes to fields and screens on a test system before implementing
them in a live environment. Failing to do so may cause unexpected behavior in the system.

1. Click <My Profile> | Administration | Customization | Primary Entities |  <Entity> | Fields.

2. Click the field name link.
3. Click Delete. If the field is used in reports, scripts, views, groups, escalations, notifications,
workflow, tab SQL, or dashboards, you are refused permission to delete it. If the field is not used
anywhere in the system, or is used in screens, lists or searches, you are asked to confirm that you
want to delete the field.
4. Click Confirm Delete.

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Using field security
l Working with field security
l Accessing field security
l Adding security types for a field

Working with field security

Field security allows you to define how users can access fields associated with a screen. For example, you
can make a field invisible to some users, allow others to view the contents of the field but not change them,
and grant other users both read and write access. In addition, you can make it mandatory for a user to enter
a value in a field before submitting the form.

You can supplement field security with JavaScript by adding code in the scripting boxes available on the
Screens tab when customizing an entity. For more information on field-level scripting, see Using generic
JavaScript in field level scripting.

Field security changes apply immediately, and to all logged on users. There's no need to reset IIS, to carry
out a metadata refresh, or require users to log off and back on.

l If you use field-level security to restrict rights, you must check whether possible conflicts can arise.
For example, ensure that a user isn't required to enter a value into a field for which they don't have
read access.
l If checkboxes in the Read and Write Access columns are cleared, this means a default denial of
access rights to connected security types. For example, if all checkboxes in the Everyone row are
cleared, all profiles, teams, or users are denied read and write access to that field. However, a user
can access the field or change its contents if a security type that applies to that user is added to the
list and the relevant Allow checkboxes are selected.
l If one user is denied read access to a field, security considerations mean that the contents of this
field are excluded from keyword searches performed by all users. For more information, refer to
System behavior fields.

Accessing field security

You can view the current field security settings for an entity.

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |

<Entity>.
2. Click the Edit icon in the Field Security column beside the field you want to review.
3. The access rights to this field for "Everyone" are defined by default. There's an Allow and Deny
checkbox for Read Access and Write Access.

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When you select a checkbox, you can also affect the other checkboxes in the row. For example, when you
select Allow in the Write Access section, Allow in the Read Access section is automatically selected. When
you select Deny in the Read Access section, the checkboxes in the Write Access section become
unavailable, indicating that write access is irrelevant when a field is not viewable. In addition, the Required
checkbox, which indicates that the field must contain a value for the form to be successfully submitted, is also
inactive in this situation because a field that cannot be viewed cannot be marked as required.

Adding security types for a field

You can set field security on an entity for all users, an individual user, a team, a security profile, or a
combination of these security types.

For example, you could set up new security types for a user called Susan Maye and for the Sales Manager
Profile on the Company SLA field. The following table lists the security types that could affect Susan Maye’s
rights to view or change the SLA field:

Security Type Example

Everyone Everyone

Profile Sales Manager Profile

Team Direct Sales

User Susan Maye

Susan Maye is a member of the Direct Sales team and has been assigned the Sales Manager Profile.
Susan Maye as an individual user might have write access for the SLA field. However, if either the Direct
Sales team or the Sales Manager Profile are denied write access, Susan Maye’s personal settings are
overridden and she cannot change the value contained by the SLA field. Susan Maye’s access to the SLA
field is ultimately defined by the "Everyone" rights that apply to every user in the system.

1. Click <My Profile> |  Administration | Customization | Primary Entities / Secondary Entities |

<Entity>.
2. Click the Edit icon in the Field Security column beside the field you want to review.
3. Click New.
4. Select User from Select Security Type, and highlight the user for whom you want to define field
security.
5. Click Save. The Modify Field Security page is displayed, showing the new security type for the
individual user. The Allow check boxes in the Read Access and Write Access columns are selected
by default.

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 6. Select Deny in the Write Access column to restrict the user’s access of the field to view (Read) only.
l If you set a user’s read and write access to Allow, and Everyone’s rights are set to Deny, the
individual user’s rights are also denied, even if they are displayed as allowed.
l If you set a user’s read and write access to Deny, and Everyone’s rights are set to Allow, the
individual user's rights are still denied. This is because security types work to define access
rights to restrict access only. In other words, although security type A can deny read or write
access for type B, it does not enable access if the type B has already been denied. If Susan
Maye’s Write Access has already been set to Deny, even if Everyone’s access is set to
Allow on Read and Write, Susan Maye will not be able to change the field’s value.
7. Click New.
8. Click Profile and select the profile for which you want to define field security.
9. Click Save and click Continue to return to the Fields tab.

Customizing mappings
l Working with lead mappings
l Mapping leads to opportunities
l Mapping leads to companies and people
l Working with solution mappings

Working with lead mappings

Mappings can be created from fields on the Lead table to fields on the Opportunity table. The mappings take
effect when the lead is converted to an opportunity.

Currently, a number of fields are converted automatically when a lead is converted to an opportunity, for
example the Description field. See the table at the end of this section for the default mappings.

To customize Lead to Opportunity mappings, click <My Profile> | Administration | Customization |

Primary Entities | Leads | Fields, and click Mappings.

Mappings can also be created from fields on the Lead table to fields on the Company and Person tables.
The mappings take effect when the lead is matched to a company and a new company record is created.

Currently, a number of fields are converted automatically when a lead is matched to a new company. For
example, the Lead Company Name maps to the Company Name. See the table at the end of this section for
the default mappings.

Lead to Company mappings can be customized by matching the field names with the same prefix. Person,
Address, and Phone mappings must use the same set of hardcoded fields. For more information, see
Mapping leads to companies and people.

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If you create any new, corresponding mapping in <My Profile> | Administration | Customization, the
default system mapping is overwritten.

The table below lists the default system mappings.

Lead Field Maps to

lead_description oppo_description

lead_source oppo_source

lead_mainproductinterest oppo_product

lead_details oppo_note

lead_waveitemid oppo_waveitemid

lead_companyname comp_name

lead_companywebsite comp_website

lead_companyrevenue comp_revenue

lead_companyemployees comp_employees

lead_personlastname pers_lastname

lead_personfirstname pers_firstname

lead_personsalutation pers_salutation

lead_persontitle pers_title

lead_personemail Company Business email (Emai_EmailAddress with Emai_Type =

‘Business’)

lead_ Company Business phone country code (Phon_Countrycode with

personphonecountrycode phon_type ‘business’)

lead_personphoneareacode Company Business phone area code (Phon_Areacode with phon_type

‘business’)

lead_personphonenumber Company Business phone number (Phon_Number with phon_type

‘business’)

lead_personfaxcountrycode pers_faxcountrycode

lead_personfaxareacode pers_faxareacode

lead_personfaxnumber pers_faxnumber

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 Lead Field Maps to

lead_companyaddress1 addr_address1

lead_companyaddress2 addr_address2

lead_companyaddress3 addr_address3

lead_companyaddress4 addr_address4

lead_companycity addr_city

lead_companypostcode addr_postcode

lead_companystate addr_state

lead_companycountry addr_country

Mapping leads to opportunities

1. Click <My Profile> | Administration | Customization | Primary Entities | Lead | Fields.
2. Click Mappings. If you've already created mappings, they're displayed in a list. System mappings
are not listed.
3. Click New.
4. Select the Lead Custom Field Name that you want to map from and the Mapped Opportunity
Field that you want to map to. You can map only fields of the same type to one another. For
example, character fields to character fields or integer fields to integer fields.
5. Click Save. The mapping is displayed on the list of mappings. To change it, select the mapping
hypertext link.
6. Continue to create as many mappings as you require.
7. To view the effect of the mappings you created, create a new lead and convert it to an opportunity.

Mapping leads to companies and people

To map a field from Lead to Company, name the lead table field lead_companyXXXX and the company
table field comp_XXXX. The field types don't have to be the same. This applies when you are transferring
fields from the Lead Company Details area to the company.

However, when mapping from Lead to Person, you must use the following hardcoded values.

l lead_personlastname
l lead_personfirstname

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 l lead_persontitle
l lead_personsalutation

The same is true for address information:

l lead_companyaddress1
l lead_companyaddress2
l lead_companyaddress3
l lead_companyaddress4
l lead_companycity
l lead_companystate
l lead_companycountry
l lead_companypostcode

These fields get mapped to the address for the company.

The phone, fax and email fields are all set to map to the standard phone, fax and email fields. Only
hardcoded values can be used for these fields.

Finally, for all of the above to work, the field you are transferring must be on the Entry Screen for both the
lead and, for example, the company. For example, to transfer data from lead_companyXXXX to comp_
XXXX, comp_XXXX must be on the company entry screen and the lead screen. If you leave it off the
company entry screen, you do not get the comp_XXXX data transferred.

To map a field from the Lead to the Company:

1. Look up a field on the company table, which is not currently mapped to the lead. For example, the
new field comp_relationship. For more information, see Creating a field.
2. Make a note of the field name. For example, comp_relationship.
3. Click <My Profile> | Administration | Customization | Primary Entities | Lead | Fields.
4. Add a new field called lead_companyrelationship. You should enable the mapping to the company
field by selecting comp_relationship as the Lookup Family.

5. Click <My Profile> | Administration | Customization | Primary Entities | Lead | Screens.

6. Click Lead Company Screen and add the new field to the screen.
7. Click <My Profile> | Administration | Customization | Primary Entities | Company | Screens.
8. Click Company Entry Screen and add the new field to the screen.
9. Create a new Lead record and match it to a new Company. The new field and the field selection are
carried over to the Company page.

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 Note: For security reasons, mapping the Territory (lead_secterr) field of a Lead to a Person or
Company isn't supported out of the box.

Working with solution mappings

You can map fields on the Case table to fields on the Solutions table. The mappings take effect when a
Solution is created in the context of a Case.

1. Click <My Profile> | Administration | Customization | Secondary Entities | Solutions | Fields.

2. Click Mappings. Alternatively, click the Field Mappings tab.
3. Select the case fields to be mapped from and the solutions fields to be mapped to. For example,
case_description to soln_description.
4. To display the mapped field on the search screen when you link an existing Solution to a Case,
select Include In Search.
5. Click Add.
6. When you've finished mapping the fields, click Continue.
7. To view your mappings, open a Case, click the Solutions tab, and click New Solution. The field
mappings you created are displayed on the Solution Details page.

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Screens
l Adding a field to a screen
l Adding a checkbox to a screen
l Editing a screen layout
l Inline screen customization
l Maintain Screen Definition fields
l Advanced screen customization
l Customizable screens

Adding a field to a screen

1. Click <My Profile> | Administration | Customization | Primary Entities | <Entity>.
2. Click the Screens tab.
3. Click the screen you want to customize.
4. Select the new field from Field.
5. Define the position, height, and width and click Add. For more information, see Maintain Screen
Definition fields. The new field appears in the Screen Contents list.
6. Highlight the new field and use the up and down arrows to move it within the Screen Contents list.
Position the new field next to the field it should precede or follow.
7. Click Update.
8. Click Save.

Adding a checkbox to a screen

This example adds a new Address Type to the Address screen. It does not require the creation of a new
field. There's no field called Type on the Person or Address table. This information is held in a special link
table.

1. Click <My Profile> | Administration | Customization | Translations. The Translations Find page is
displayed.
2. Enter the translation of an existing address type in Translation and click Find.
3. Click the caption code link.
4. Make a note of the details and click Cancel. This returns you to the Translations Find page.

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 5. Click New.
6. Create a new translation for the new address type called Delivery, ensuring that the caption family is
set as Link_CompAddr and the caption family type is Links.
7. Click Save. The new Address Type checkbox is displayed on the Address screen.

To add a new Person Type check box to the Person screen, follow the same steps using Link_CompPers.
You can add new email and phone types in the same way, using the caption families: Link_CompPhon,
Link_PersPhon, Link_CompEmai, and Link_PersEmai.

Editing a screen layout

1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities | 
<Entity> | Screens and click the screen you want to customize.
Alternatively, use Inline screen customization.
2. To add a new field to the screen, add the field to the list of Screen Contents.
3. To change the position of an existing field on the screen, select the field in the Screen Contents list
and use the up and down arrows to reposition it.
4. To position a field on a new line, change the on-screen position of the field.
5. Click Update.
6. Click Save.

Inline screen customization

Use inline screen customization to quickly view a screen before and after you customize it. Inline screen
customization is also a useful way to find out the name of a screen.

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |

<Entity> | Screens.
2. Select Inline Customization.
3. Open the screen you want to customize. For example, if you enable inline customization for Person,
when you open a Person record, click Customize Screen in the top left corner to edit the screen
definition.
4. Make your customization changes and click Save.
5. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |
<Entity> | Screens and clear Inline Customization to return to normal mode.

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Maintain Screen Definition fields
The table below explains the standard fields in the Maintain Screen Definition page. For more information
about JavaScript and Sage CRM’s Client-Side API library of functions, see Advanced screen customization.

Field Description

Field List of fields that can be added to the screen.

Position Position on the screen. Select New Line or Same Line from the list.

Hyperlink To Creates a link to another screen.

Height Height of the field on the screen in rows.

Width Width of the field on the screen in columns.

Create Script You can enter JavaScript which is executed on the server side when the
input form is created.

OnChange Script JavaScript can be entered, which is executed on the client side as the
user changes information on the page. You can enter generic JavaScript
and/or Sage CRM’s Client-Side API library of functions.

Validate Script You can enter JavaScript which is executed on the server side when the
user clicks Save.

Custom Content You can enter HTML or generic JavaScript and/or Sage CRM’s Client-
Side API library of functions.

Advanced screen customization

You can change the way fields behave on a screen.

l Field security. A codeless way of securing access rights to fields across all screens.
l Scripting using the Sage CRM Client-Side API. A simple, upgrade-proof set of client-side
functions which can be called from the OnChange Script field attached to an individual field, or via
the Custom Content field associated with a screen or list. This can be most powerfully used to
change the appearance of fields on a screen to make user input faster and easier. A basic
conceptual knowledge of coding is helpful, but not essential. Scripts using the Client-Side API can
all be maintained in a single location in the ..WWWROOT\JS\CUSTOM folder of your Sage CRM
install. Maintaining and updating scripts in this way offers significant time and quality improvements
over adding scripts to individual fields or screens. This is the recommended method for carrying out

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 client-side scripting in Sage CRM. Some simple examples are included in the System Administrator
Help. For more information, see the Developer Help on the Sage CRM Help Center.
l Scripting using generic JavaScript. Add JavaScript (client-side and server-side) to fields on a
screen to, for example, refine field access conditions or validate a field value in a form. Combined
with the Extensibility Module, you get access to the complete CRM Object/Block model including
properties and methods for each field. For more information, see the Developer Help on the Sage
CRM Help Center. Customizations added using this method must be carefully checked during a test
upgrade and may require modification to work in future versions. A good knowledge of JavaScript is
essential. You can apply generic JavaScript and/or the Sage CRM Client Side API to the Workflow
actions listed below.
l Set Column Value
l Display Fields for Amendment
l Reset Column Value

Customizing screens with the client-side API

The Sage CRM client-side API functions give you customization capabilities across three main areas of
screen and list customization. For more information, see the Developer Help on the Sage CRM Help
Center.

l Field Level functions - changing the way specific fields on a page behave. For example, setting a
background color or hiding a field.
l Page Level functions - changing the way parts of a screen behave. For example, setting an error
message, or adding a Print button to a screen.
l Advanced functions - these can be used in conjunction with other API calls, for example, to make
date comparisons.

Note: Client-side scripting is a tool for easily customizing the appearance of CRM screens and lists to
suit the way your users work. It is not a substitute for effective data validation or security on your system.
This should be still be handled by the existing security features of Sage CRM.

You can add the functions in the following areas:

l <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |

<Entity> | Screens | OnChange Script. Use this field if you want the event to occur only when a
specific field is changed. For example, displaying a warning message to the user when the company
name is changed. However, you may find it easier to add all your code for a screen in the Custom
Content field, and then reference a specific function from the OnChange Script field associated with
a particular field.
l <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | Screens | Custom Content. The code is activated when the whole screen is in Edit (or
View) mode. Code in the Custom Content field must be enclosed in <script></script> tags.

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 l <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | Lists | Custom Content. The code is activated when the list or grid is viewed.
l In an external .JS file in the ..WWWROOT\JS\CUSTOM folder of your install. JavaScript files placed
in this folder are automatically included on most CRM screens - the Interactive Dashboard and the
Logon screen are not included. This means that you can put all your custom functions in a
centralized .JS file. Then, to apply the code to a specific area of CRM, just reference the function
from one of the places mentioned above. This makes it easier to keep the customizations in a central
location with fewer changes to the CRM screens.

You should follow these basic guidelines.

l If you are adding the code in Custom Content, it must be enclosed with <script></script> tags in this
format:

<script>
crm.ready(function()
{
// Add your script here
});
</script>

l If you are adding the code in OnChange Script, it does not need to be enclosed with
<script></script>.
l Use single quotes only in the OnChange Script field. This also applies to the OnChange Script field
in Workflow Customization actions Set Column Value, Reset Column Value, and Display Fields for
Amendment.
l If you want to try the sample code, please remove any special character formatting which will
interfere with the code before pasting into CRM. Pasting into Notepad or a similar text editor before
copying and pasting for use with Sage CRM is a good way to do this.
l Make sure the first character of the Client-Side API function is lower case. For example,
crm.markRequiredFields.

Adding text effects to specific fields

This example adds highlight, bold, and italic effects to two fields on the Company Entry Screen.

1. Click <My Profile> | Administration | Customization | Primary Entities | Company | Screens.

2. Click the Edit icon beside Company Entry Screen.
3. Add the following script to Custom Content:

<script>
crm.ready(function()
{
crm('comp_name').bold().highlight();
crm('comp_type').italic().underline();

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 });
</script>

4. Click Save.

Adding highlights to all required fields

This example adds a pink highlight color on all required fields on the Company Entry Screen.

1. Click <My Profile> | Administration | Customization | Primary Entities |  Company | Screens.

2. Click the Edit icon beside Company Entry Screen.
3. Add the following script to Custom Content:

<script>
crm.ready(function()
{
crm.markRequiredFields('pink');
});
</script>

4. Click Save.

Adding a Print button to a page

This example adds a Print button to the Lead Summary screen.

1. Click <My Profile> | Administration | Customization | Primary Entities |  Lead | Screens.

2. Click the pencil icon beside Lead Custom Screen.
3. Add the following script to Custom Content:

<script>
crm.ready(function()
{
crm.addButton('print');
});
</script>

4. Click Save.

Note: This script prints the contents of the HTML <div> element whose ID is EWARE_MID. All other
elements of the HTML page are not printed.

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Changing a field value based on another field value

This example changes the Team assigned to an Opportunity depending on the type of opportunity. It's
similar to the Field Level Scripting OnChange Script example, but uses the client-side API instead, and adds
pink highlight on Team to alert the user to the change.

1. Click <My Profile> | Administration | Customization | Primary Entities | Opportunity | Screens.

2. Click the Edit icon beside Opportunity Detail Screen.
3. Select Opportunity: Type from the Screen Contents panel.
4. Add the following script to OnChange Script. The first part of the script checks to see if the
channelid field is present on the screen.

if(crm('oppo_type').val() == 'Mix')
{
crm('oppo_channelid').val(4);
}
else if(crm('oppo_type').val() == 'Consulting')
{
crm('oppo_channelid').val(3);
}
else
{
crm('oppo_channelid').val(2);
}
crm('oppo_channelid').highlight('pink');

5. Click Update and then click Save.

6. Add a new opportunity and select Consulting from the Type list. A team value, in this case
Customer Service, automatically fills the Team field. If you change the opportunity type to Mix, a
different team value, in this case Marketing automatically fills the Team field, which is highlighted is
pink.

Display a message to the user if a check box is left blank

This example displays a message to the user if the E-marketing opt-out check box isn't selected.

1. Click <My Profile> | Administration | Customization | Primary Entities |  Company | Screens.

2. Click the Edit icon beside Company Entry Screen.
3. Select comp_optout from the Screen Contents panel.
4. Add the following script to OnChange Script.

if (crm('comp_optout').val() == false)
{
crm.infoMessage('This company will not receive any E-marketing
communications');
}

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 else
{
crm.infoMessage(false);
}

5. Click Update and then click Save.

6. Add a new company and leave Opt-out of E-marketing communications blank. A message is
displayed to the user.

Adding HTML and generic JavaScript to custom content

As well as adding scripting customizations using the Client-Side API into the Custom Content field, you can
add HTML and generic JavaScript content to an individual page. For example, you can use Custom
Content to add HTML text to create a link at the top of a screen, or to generate a JavaScript button that pops
up an alert box.

The Custom Content is generated at the beginning of the page, so whatever you create appears first in the
screen or panel.

For example, add the following HTML text to the Custom Content field of the Company Summary screen.
This generates a button to open a web page where you can search on company information. The button is
displayed in the top left of the Company Summary panel.
<input type=button value="Company Information" name=Test onclick="window.open
('http://www.sagecrm.com')">

When you view a related record summary screen, the new button appears in the Company panel.

Using generic JavaScript in field level scripting

You use the normal JavaScript syntax in the Sage CRM Field Level Scripting environment. The only
difference is that you do not need to include the scripting <script></script> or <% %> tags. You can use
JavaScript server-side scripts and client-side scripts.

There is no limit to the size of the script that you can enter in the Create, Validate and OnChange fields,
although for larger scripts it may be easier to include the script in an ASP page in the
..WWWRoot\CustomPages folder of the Sage CRM install. For more information, see the Developer Help
on the Sage CRM Help Center.

Server-side

l Create Script. This script is run on the server when the screen is created.
l Validate Scripts. This script is run on the server when the user clicks Save on the screen.

Client-side

An OnChange script runs on the browser whenever a user changes the field to which the script is attached.

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 1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities
| <Entity>.
2. Click the Screens tab.
3. Click the Edit icon beside the screen containing the field you want to attach the script to.
4. Enter OnChange scripts in CreateScript, OnChangeScript, and ValidateScript fields.

There's a difference in syntax between server-side scripts and client-side scripts. This is because server-
side scripts have access to the current CRM Object's fields and properties, whereas client-side scripts have
access to the HTML Document Object Model (DOM). For more information on the CRM Object, see the
Developer Help on the Sage CRM Help Center.

Objects accessible in CRM scripting

Script Type Objects Available

Create Script CRM Object Model, properties and methods (current context).
CurrentUser object and Value property (the value the user is
submitting).

Validate Script CRM Object Model, properties and methods (current context).
CurrentUser object and Value property, as well as Valid property and
ErrorStr method.

OnChange Script HTML DOM properties and methods as well as CurrentUser object and
Value property.

The Current User and Value are the only CRM Object properties you
can reference from the client side.

Server-side JavaScript (Create, Validate)

Server-side scripts are executed on the Sage CRM server. Server-side JavaScript extends the core
language by supplying objects for running JavaScript on a server. For example, server-side extensions
allow an application to communicate with a relational database, provide continuity of information from one
invocation to another of the application, or perform file manipulations on a server.

Within server-side scripts you can refer to the complete CRM object model, so you refer directly to entries
within the current context. As these scripts are run on the server you are limited to actions that do not output
information to the client.

You attach Create Scripts to the field in a screen that the script is to act on when the screen is created.
These scripts are commonly used for automatically setting fields based on input information.

The Validate Script also has access to the following properties:

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 l Valid. Set to false to mark the current entry as invalid.
l ErrorStr. Returns the string in the error content (red bar at top of screen).
l Values. Contains the value the user is submitting.

Client-side JavaScript (OnChange)

Client-side scripts are loaded and run on the user's browser. Client-side JavaScript extends the core
language by supplying objects to control a browser and its DOM. For example, client-side extensions allow
an application to place elements on an HTML form and respond to user events, such as mouse clicks, form
input, and page navigation.

You attach OnChange scripts to the field that the user is going to change (not the field you want the change
action to occur on). The properties that are available are the same as for the HTML DOM. The CurrentUser
object is available client side in system generated screens.

If you view the source code of the HTML page you can view any changes you are making to the Sage CRM
objects.

Adding field level scripts using JavaScript

You can view the properties of the individual fields that you can use in Create and Validate scripts from <My
Profile> | Administration | Customization, by selecting the entity from the Customization home page and
then the Fields tab.

Clicking on the field name’s hyperlink displays some of the properties you can access and change using
JavaScript. The most important property is the field name—in this case, "comp_relationship"—that enables
you to access the field and its associated properties in code.

In addition, you can define access rights to a field using the Field Security feature, which you select from the
Fields tab for an entity.

The Modify Field Security Screen allows you to use check boxes to indicate whether particular security types
(an individual user, a team, a security profile, or "Everyone") has read/write access to a field.

The JavaScript code written by an administrator cannot grant either read or write access to a user if it is
denied on this screen.

Field-level scripts should use a single quoted character (') instead of a double quoted character ("). For
example, case_channelid=rec('user_primarychannelid'); instead of case_channelid=rec("user_
primarychannelid");. Double quoted characters (") in field-level scripts may cause issues when installing
scripted components.

Create script examples

Example 1

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You can add a Create Script, which automatically sets the Company Status to None when a user, whose
Primary Team is Direct Sales, creates a new company. You must attach Create Scripts to the field that they
are to act on.

1. Click <My Profile> | Administration | Customization | Primary Entities | Company.

2. Click the Screens tab. A list of customizable screens for the Company entity is displayed.
3. Click the Company Entry Screen.
4. Highlight Company : Status.
5. Enter the following script into CreateScript. This script assumes that the primarychannelid (primary
team id) for the Direct Sales team is equal to 1.

if(CurrentUser.user_
primarychannelid==1)
{  
 
DefaultValue='None';
}

Note: The DefaultValue property can only be set when a new record is created, or in a field
created by a workflow action.

6. Click Update and then click Save.

7. Log off and back on as any user whose Primary Team is Direct Sales. Note that you do not need to
log off for the script to be activated, but you need to be in the Direct Sales team to see the effect.
8. Select New to create a new company. Status is automatically set to None.

Example 2

This example adds a Create Script, which automatically sets a new company type to Competitor and makes
this field read only when William Dolan (DolanW) creates the company.

1. Click the Company Entry Screen.

2. Highlight Company:Type.
3. Enter the following script in CreateScript :

if(Values("Act")==1200)
{   
if(CurrentUser.user_logon=='DolanW')
{ 
DefaultValue='Competitor';
ReadOnly=true;
}
}

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 Note: The if(Values("Act")==1200) statement checks that the System Action is being used.
This is required to make the script apply during insertion only. Without this statement, the script
will work for updates, which means that the field in the screen is always locked down as read
only for the user. This script assumes that deduplication is enabled. Check in <My Profile> |
Administration | System | System Behavior that Deduplicationis set to Yes.

4. Click Update and then click Save.

5. Log on as William Dolan. When you create a new company, the Type field is automatically set to
Competitor and is read only.

Example 3

This example adds a Create Script, which removes the Archive selection item from the Company Status list
when the System Administrator (Admin) creates a new company.

1. Click Company Entry Screen.

2. Highlight Company: Status.
3. Enter the following script in CreateScript:

if(CurrentUser.user_logon=='Admin')
{  
 
RemoveLookup('Archive');
}

4. Log in as the system administrator. When you create or update a new company, the Archive option
is no longer available on the Status list.

Note: The scripts in Examples 2 and 3 work in conjunction with whatever access settings may have
been defined in the Field Security interface because in both cases the scripts are restricting access to
the fields rather than widening it. In contrast, a script that specifies write access to a field depending on
the user’s ID will not take effect if that user has already been denied access in the Field Security
interface.

OnChange script examples

Example 1

You can add an OnChange Script, which changes the Team assigned to an Opportunity depending on the
type of opportunity. You must attach the OnChange Script to the field that you want to change.

1. Click <My Profile> | Administration | Customization | Primary Entities | Opportunity.

2. Click the Screens tab.
3. Click the Edit icon beside Opportunity Detail Screen.

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 4. Highlight Opportunity: Type within the Screen Contents panel.
5. Type the following script in OnChangeScript. The first part of the script checks to see if the
channelid field is present on the screen.

if(typeof(oppo_channelid)!='undefined')
{  
 
if(oppo_type.value=='Mix')
{  
 
oppo_channelid.value='4'
}
else if(oppo_type.value=='Consulting')
{  
 
oppo_channelid.value='3'
}
else
{  
 
oppo_channelid.value='2'
}
}

6. Click Update and then click Save.

7. Add a new opportunity and select Consulting from Type. A team value, in this case Customer
Service, automatically fills the Team field. If you change the opportunity type to Mix, a different team
value, in this case Marketing automatically fills the Team field.

Example 2

You can add an OnChange Script, which changes the company status to Inactive when the company type is
changed to Partner. You can use "this.value" in place of the actual field name when the script is being
attached to the actual field that is changing.

1. Click the Company Entry Screen.

2. Highlight Company: Type and enter the following in OnChangeScript. When you create or edit a
company type and change the company type to Partner, the Status field automatically defaults to
Inactive.

if(this.value == 'Partner')
{  
 
comp_status.value = 'Inactive'
}

Example 3

You can add an OnChange Script, which disables the Company Revenue field when the Company Type is
set to Partner.

1. Click the Company Entry Screen.

2. Highlight Company: Type.

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 3. Enter the following script in OnChange:

if (this.value == 'Partner')
{  
 
comp_revenue.disabled='true';
}

4. Click Update and then click Save.

5. Open a company and change the type to Partner. The Company Revenue field is disabled.

Example 4

You can add an OnChange Script, which hides the company revenue field for companies with more than
500 employees. This example also shows how you can use the visibility property of the HTML DOM.

1. Click <My Profile> | Administration | Customization | Primary Entities | Company | Screens.

2. Click the Company Entry Screen.
3. Highlight Company: Employees.
4. Enter the following script in OnChangeScript.

if(this.value =='501+')
{  
 
comp_revenue.style.visibility = 'hidden';
}
else comp_revenue.style.visibility = 'visible'

5. Click Update and then click Save. When you create a new company and select 501+ from the
Employees list, the Revenue field is automatically hidden. The above script hides the Revenue (comp_
revenue) field when the user selects 501+. It will not be run if the field is already set to 501+.
6. To make this customization complete, you can add a Create script to the comp_revenue as follows,
and the field then remains hidden:

if (Values('comp_revenue')=='501+')
{  
 
Hidden=true;
}

Validate script examples

Example 1

This example adds a Validate Script, which checks the validity of the Opportunity Certainty field. If the field
value is set to less than 25%, it expects the Opportunity Priority to be set to Low. If this is not the case, a
validation error message is displayed to the user.

Note: You must attach Validate Scripts in the field you want the valid error to show up against.

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 1. Click <My Profile> | Administration | Customization.
2. Select Opportunity Progress from Secondary Entities.
3. Click the Screens tab.
4. Click Opportunity Status Box.
5. Select OpportunityProgress: Priority in the Screen Contents panel.
6. Type the following script in Validate Script.

if (Values('oppo_certainty')<25
&& Values('oppo_priority')!='Low')
{  
 
Valid=false;
ErrorStr="please set the priority to Low";
}

7. Click Update and then click Save.

8. Add a new opportunity, set the Priority to 20 and click Save. A validation error is displayed to the
user with the error you specified.

Example 2

You can add a Validate Script, which validates that every customer who is buying a License is assigned a
Customer Reference ID that begins with the letter 'L'. Otherwise it displays an error message.

1. Click <My Profile> | Administration | Customization | Primary Entities | Opportunity, and click
the Screens tab.
2. Click Opportunity Detail Screen.
3. Select Opportunity : Customer Ref.
4. Enter the following script in ValidateScript:

custref=Values('oppo_customerref')+'';
if ((Values('oppo_type')=='License')
&& (custref.charAt(0)!='L'))
{
ErrorStr='!'+custref+'The customer reference must begin with L';
Valid=false;
}

5. Click Update and then click Save.

6. Create a new opportunity, select License from Type, enter a customer reference number beginning
with any letter except L.
7. Click Save. The error displayed indicates that this type of opportunity must be assigned a customer
reference beginning with L.

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Customizable screens
l Search screen
l Dedupe search screen
l Entry screen
l Summary screen
l Filter screen
l Phone and email screen

Search screen
This type of screen is displayed when a user clicks the Search arrow and then clicks <Entity>. The
screenshot below shows the Person search screen. There are two customizable panels (blocks) on a
search screen; the search box (1), and the results list or grid (2).

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Dedupe search screen
This type of screen is displayed when a user clicks New | New <Entity> when <My Profile> |
Administration | System | System Behavior | Deduplication is set to Yes. The screenshot below shows
the Person dedupe search screen.

Entry screen
This type of screen is displayed when a user clicks New | New <Entity> and passes the Dedupe search
screen. It can include a Web Picker panel that lets the user link the new record to an existing company or
person record. The screenshot below shows the Person entry screen.

Note: This type of screen is similar to the Quote or Order Free Text Item screen.

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Summary screen
This type of screen is displayed when a user opens an entity record. It contains several panels such as the
Top content panel (1) and a Detail box panel (2). The existing fields on the Top content panel are always
displayed so you cannot change them but you can add new fields to the panel.

Note: This type of screen is similar to the Communication details screen.

The screenshot below shows the Case summary screen.

Filter screen
This type of box is displayed when a user clicks My CRM | <Entity>. The screenshot below shows the
Leads filter screen.

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Phone and email screen
These panels are displayed when a user opens a company or a person record and clicks the Phone/Email
tab. The screenshot below shows the Phone panel and email panel for a Company record.

You cannot customize phone and email screens directly, but you can add new phone and email types.

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 l To display Country Code and Area Code fields:
a. Click <My Profile> | Administration | System | System Behavior.
b. Click Change
c. Set Use country code and Use area code to Yes.
d. Click Save.
l To add a phone number or email type for a company or person:
a. Click <My Profile> | Administration | Customization | Translations.
b. Click New.
c. Enter Link_<entity prefix><phone or email prefix> in Caption Family. For example, to add a
mobile type, enter Mobile in Caption Code, Links in Caption Family Type, and Link_
PersPhon in Caption Family.
d. Click Save.
l To change an existing type:
a. Click <My Profile> | Administration | Customization | Translations.
b. Enter the translation that you want to change and click Find.
c. Make your changes. For example, change Toll Free to Help Line or change Support to Tech
Support.
d. Click Save.

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Lists and grids
l Customizing a list or grid
l Editing a list or grid layout
l Advanced list customization
l List Definition fields
l Customizable lists

Note: You can reduce load times for custom entity lists. For instructions, see Optimizing a custom entity
list for faster loading.

Customizing a list or grid

You can customize lists and grids.

l Lists are displayed when you select a tab within the context of company, case, lead, opportunity,
solution, or person.
l Grids are displayed as the results of a search for a person, lead, case, or opportunity, and so on. The
lists displayed on the Company Quick Look tab are also grids.

Editing a list or grid layout

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities|
<Entity> | Lists.
2. Click the list or grid that you want to edit.
3. Select a new column from the Field list.
4. Complete the relevant List Definition fields and click Add. The new column appears in List
Contents.
5. To edit an existing column, select it in List Contents and change the List Definition fields.
6. Use the up and down arrow buttons to reposition the field.
7. Click Update.
8. Click Save.

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Advanced list customization
You can attach Create Scripts to individual columns on grids. The script is run on the server when the list is
being created. For more information, see Adding a Create script to a list or grid.

All CRM Object Model properties and methods (current context) can be accessed. Also, the CurrentUser
object and Value property (the value the user is submitting) can be accessed.

The following grid column properties can be accessed with Create Scripts:
l Visible ( )

l Alignment ( )

l AllowOrderBy ( )

l CustomActionFile ( )

l CustomIdField ( )

l JumpEntity ( )

l ShowHeading ( )

l ShowSelectAsGif ( )

You can attach HTML and JavaScript content to an entire list or grid in the Custom Content field. For more
information, see Adding custom content to a grid or list.

Adding a Create script to a list or grid

This example adds a Create Script to the Opportunity List, which hides the Company Name column if the
company context is present.

1. Click <My Profile> | Administration | Customization | Primary Entities | Opportunity | Lists.

2. Click the Opportunity List hypertext link.
3. Click the column that you want to attach the Create Script to, in this example Company: Company
Name.
4. Add the following Create Script to Create Script and click Update.

if(CRM.GetContextInfo("company","comp_name"))
{   
Visible = false;
}

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 5. Click the Opportunities tab in the context of a company. The Company Name column is no longer
visible.
6. Click My CRM | Opportunities. The Company Name column is still visible.

Adding custom content to a grid or list

This example shows how to add highlighting to a list of quotes returned from a search. The highlight is
applied to different parts of the grid depending on the quote value being over 1000, 10000, and where the
quote is active.

1. Click <My Profile> | Administration | Customization | Primary Entities | Quotes | Lists | Quotes
Grid.
2. Add the following script in Custom Content.

<script>

crm.ready(function(){  
 
crm.grids('0').rows(':gt(0)',true)
.filterWhere('quot_grossamt','ge','1000')
.highlightCell('yellow');

crm.grids('0').rows(':gt(0)',true)
.filterWhere('quot_grossamt','ge','10000')
.highlightCell('#E8D7FD');

crm.grids('0').rows(':gt(0)',true)
.filterWhere('quot_status','eq','Active')
.highlightCell('green');
});

</script>

3. Save. When you search for a quote, the resulting list shows different highlighting on the list items.

List Definition fields

Field Description

Field The field that the column contains.

Allow Order By Yes: Allows the user to sort the list on the column. The column header
appears underlined. An arrow next to the column header indicates the
current sort order of the list.

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Field Description

Hyperlink To Allows the user to link to the specified screen.

Order By Desc Allows the user to order the column from Z - A or 9 - 0.

Alignment Alignment of the column, Left, Center, Right.

Show Heading Displays the field name as the column heading.

Show Select As Gif Displays the icon instead of the description (for predefined drop-down
lists only).

Default Order By The first column in a grid that has Default Order By set to Yes controls
the order in which records are shown the first time the grid is displayed.
For example, if you set Default Order By to Yes for oppo_type on the
Opportunity Grid, and the user clicks the Search arrow and clicks
Opportunity, the displayed grid is ordered by oppo_type.

Create Script A script that's run on the server when the list or grid is created. For more
information, see Advanced list customization.

Custom Content Generic JavaScript or HTML, and/or Sage CRM Client-Side API
functions that are run when the list or grid is created. For more
information, see Advanced screen customization.

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Customizable lists
l Entity list
l Entity grid
l Address list

Entity list
This type of list is displayed when a user clicks the My CRM | <Entity>. The screenshot below shows the
Opportunities list.

Entity grid
This type of grid is displayed when a user clicks the Search arrow and <Entity>, and then clicks the Find
button. The screenshot below shows the Quote Items grid.

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 Warning: Do not change the first four columns (Line #, Synch Status, Line Type, and Product Name) in
Line Items grid.
Default sorting is by Line #, so deleting this column causes sorting problems. Removing the Product
Name removes the hyperlink to the line item details.

Address list
This type of list is displayed when a user opens a company or person record and clicks the Addresses tab.
The screenshot below shows the Address list on a company.

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Tabs
l Adding a new tab
l Changing the ordering in a tab group
l Removing a tab from a tab group
l Editing system menu tab groups
l Tab customization actions
l Tab Properties fields

Adding a new tab

1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity>.
2. Click the Tabs tab.
3. Click the Edit icon beside the tab group name.
4. Select the type of information that will be displayed on the tab from System Act. For more
information, see Tab customization actions.
5. Enter the new tab name in Caption.
6. Complete the Tab Properties fields.
7. Click Add and click Save. The new tab is displayed in the context of the entity.

Changing the ordering in a tab group

You can customize tabs for primary and secondary entities. To change the order of tabs in a tab group:

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |

<Entity>.
2. Click Tabs.
3. Click the Edit icon beside the tab group you want to reorder.
4. Select the tab you want to reposition in Tab Group Contents and use the up and down arrows to
move the tab.
5. Click Update and Save.

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Removing a tab from a tab group
You can customize tabs for primary and secondary entities. To remove a tab from a tab group:

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |

<Entity>.
2. Click Tabs.
3. Click the Edit icon beside the tab group you want to edit.
4. Select the tab you want to delete in Tab Group Contents.
5. Click Delete and Save.

Editing system menu tab groups

The System Menu administration area contains a tab group for each Administration homepage, and the
Administration main menu.

1. Click <My Profile> | Administration | Advanced Customization | System Menus.

2. Click the Edit icon beside the tab group you want to change.
l Main Menu drives the buttons that appear on the right-hand side of the screen including
Find, New, and Log Off.
l User includes the tabs displayed within the My CRM context.
l Channel includes the tabs displayed within the Team CRM context.
l Reports includes the report categories available from Reports.
l Groups that correspond to the tabs within individual administration areas. For example, the
EntityTabs tab group contains the standard tabs that are displayed in <My Profile> |
Administration | Customization when you select an entity to customize it. These tabs are
Fields, Screens, Lists, Tabs, Blocks, TableScripts, and Views.
3. Make the changes you require, such as Removing a tab from a tab group or Changing the ordering
in a tab group.
4. Click Save.

You can customize Button Groups in <My Profile> | Administration | Advanced Customization if you
have the Extensibility Module. For more information, see the Developer Help on the Sage CRM Help
Center.

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Tab customization actions
To choose the type of screen that's displayed when a user selects a tab, select an action from System Act
(on the Customize Tabs screen) when you create the tab. Note that if you have the Extensibility Module you
will first need to select Other from the Action field before these System Actions are displayed. Screens
include standard Sage CRM screens and lists, and screens you created in <My Profile> | Administration |
Customization. If you have the Extensibility Module you can even display Web pages or custom files you
created using ASP pages. For more information, see the Developer Help on the Sage CRM Help Center.

It is important that you review all the System Actions available to you. Selecting certain actions saves you the
time and effort of creating an ASP page each time you want to run a standard Sage CRM screen or list.

Each option in the list corresponds to a standard Sage CRM screen, list, or screen area except customfile
and customurl, which display custom files and Web pages, respectively.

l List actions
l Related List actions
l Summary actions
l Entry actions
l Edit and Progress actions
l Find actions
l Tab actions
l Other actions

List actions
Use List actions to display lists from a tab. In most cases, the action name is intuitive. For example,
addresslist displays a list of addresses, caselist displays a list of cases, and leadlist displays a list of leads.
Displayed lists are associated with the entity in which the tab was created. So if you add addresslist to the
Person tab group, the displayed list contains People addresses. However, if you add addresslist to the
Cases tab group, the list is blank because address are not typically linked to cases.

Related List actions

Related List actions preceded the Related Entities functionality. Most Related List actions are not used in the
standard system. They remain to ensure that customized systems that use them can upgrade successfully.
If your system currently uses Related List actions, consider migrating to the Related Entities functionality
after upgrading to 6.2 or above. For more information, see Adding new relationship types.

Use Related List actions to establish relationships between entities. You can add a new tab to any entity and
build a list of related cases, communications, companies, opportunities, or people.

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Available Related List actions are outlined below:

l relatedcaselist—not used in the system.

l relatedcommunicationlist—not used in the system.
l relatedcompanieslist—not used in the system.
l relatedopportunitieslist—not used in the system.
l relatedpersonlist—used in the Communications tab group’s Related Person tab.

Summary actions
Use Summary actions to build a screen that displays a summary of the call, case, communication, company,
lead, opportunity, person, SLA, solution, wave, or waveitem. For example, callsummary displays a summary
of calls.

Entry actions
Use Entry actions to build a screen that displays an entry screen from which you can create a new call, case,
communication, company, lead, opportunity, person, SLA, solution, wave, or waveitem. For example,
newcommunicationedit displays the New Communication Edit tab. Users typically click a New button to view
any an entry screen.

Edit and Progress actions

Use Edit actions to build a screen that displays an edit screen from which users can make changes to a
case, leads, opportunities. Use Progress actions to allow users to progress cases, leads and opportunities
to the next Stage in their life cycle, making changes to details if required. For example, communicationedit
displays the Details tab for a communication.

l editcommunication. Not used in the system but works in the same way as communicationedit.
l lead progress. Not used in the system.
l oppoprogress. Not used in the system.

Find actions
Use Find actions to build a screen that displays a Find screen from which users can search for cases,
communications, companies, leads, opportunities, people, and solutions. For example, casesearch displays
a Find Case tab. Users typically click a Find button and a context to perform a search within the system.

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Tab actions
Use Tab actions to display screen areas. For example, casesolutionstab displays the Solution tab for a
Case.

Other actions
Use other actions to build screens.

Action Description

campaign report Displays a campaign’s report.

companymarketing Displays the company marketing screen.

companyorgchart Not used in the system but can be used to display a company
organizational chart.

componentadd Not used in the system but can be used to display the Component
Manager screen for adding new components.

componentinstall Not used in the system but can be used to display the Component
Manager screen for installing components.

componentscript Not used in the system but can be used to display the Component
Manager screen for scripting components.

Key Attributes Displays a screen with dynamic data.

exclude Displays the Exclude from Call List outbound call handling screen.

gotthrough Displays the Contact Introduction outbound call handling screen.

grouplistbrowser Displays records listed in a Groups screen.

logout Displays the Logout screen.

makecalls Display the Introduction outbound call handling screen.

myeware Displays the Dashboard screen.

personcampaign Not used in the system but can be used to display a list of campaigns
related to a person.

personorgchart Not used in the system but can be used to display an organizational chart
for a company.

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 Action Description

personmarketing Displays marketing information for a person.

phoneemail Displays a person or company phone/email list.

quicklook Not used in the system but can be used to display the person or
company quick look screen, depending on the context you add it to.

replacecall Displays the Replace call outbound call handling screen.

reportexecute Runs a report.

territoryadmin Not used in the system but can be used to display the Territory
Administration area.

territoryprofiles Not used in the system but can be used to display the Security Profiles
area.

transfercall Not used in the system but can be used to display the Transfer Call
Outbound Call Handling screen.

userprefs Displays the Preferences screen.

workflowlist Displays a list of available workflows.

workflowrules Displays a list of available workflow rules.

Tab Properties fields

The following table describes the fields on the Properties panel of the Tabs page.

Field Description

Caption The tab name of the tab.

Action Only displayed if you have the Extensibility Module. Select Other from
this field in order to display the list of system actions.

System Act See Tab customization actions.

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Field Description

SQL Enter SQL in this field to restrict use of the tab. You can restrict tabs to
specified users or groups of users. For example, user_userid=4 or user_
userid=5 to restrict the tab to certain users.

Don't use this format to restrict several tabs because the database is
queried separately for each restricted tab.

Instead, use the following script to query Sage CRM:

U:4,5—to limit the tab to users whose ID is 4 or 5, for example.

C:4,5— to restrict the tab to certain teams, for example teams with a
Channel ID of 4 or 5.

T:— to restrict the tab to territories, using the Territory ID (terr_

territoryid). For example: T: -2097151993

You can also restrict the availability of the tab so that it only appears
when the company is a customer:

comp_type = 'Customer'

As you are not limited to data in the current context, this clause can be
entered in the User tab group. It hides the Opportunity tab unless the
user has any Opportunities assigned to them:

exists (select * from opportunity where oppo_assigneduserid = user_

userid)

Bitmap If you're creating a button that links to a custom page, select a GIF from
the list. If you have created your own graphic using a GIF editor, copy it
to the ...\wwwroot\Img\Menu directory so that it is displayed as one of the
choices.

Sensitive Select Yes or No from the Sensitive tab to restrict the tab to specific
users.

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Views
l Introduction to view customization
l Creating a view
l Editing a view
l Deleting a view
l Tips and troubleshooting

Introduction to view customization

A view is a virtual table that pulls data from one or more existing database tables and presents it in an
alternative way. A view does not store data. Sage CRM uses views to return records in response to user
searches and to display relationships between different entities. For example, a view can list all cases
associated with a particular company and assigned to a specific user.

There are three types of views in Sage CRM:

l Core views cannot be edited or deleted.

l System views can be edited but it's not recommended to edit most system views because this can
adversely affect system behavior. Mail merge, group, report, and keyword search views are
commonly edited, but do so carefully as changes can affect several areas of Sage CRM. You can
make system views available to reports, groups, and keyword searches.
l User views are views that you create. You can edit and delete user views. You can make user
views available to reports, groups, and keyword searches and expose them for SData.

To customize views you need:

l Experience of SQL views, tables, databases, and data relationships.

l Basic SQL scripting skills.
l A backup of your Sage CRM system and any system views that you customize. Views may be
overwritten on upgrade.
l A test system to test your view customizations before implementing them on your live system
(optional).

When you create a new view or modify an existing view, ensure all SELECT statements on primary entities
in the view retrieve the _secterr column, the _assigneduserid (or equivalent) column, and the _channelid
(or equivalent) column for each primary entity referenced in the view. To do this, select the column explicitly

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or select all columns from the relevant primary entities. If you do not select the columns, an SQL error may
occur in the Sage CRM UI when the view is executed.

Warning: You should create new views from within Sage CRM only. If you create a view outside Sage
CRM using a database tool, you must update the metadata table Custom_Views so the new view is
listed in the Sage CRM UI and this is not recommended.

Creating a view
Note: When you create a new view, ensure all SELECT statements on primary entities in the view
retrieve the _secterr column, the _assigneduserid (or equivalent) column, and the _channelid (or
equivalent) column for each primary entity referenced in the view. To do this, select the column explicitly
or select all columns from the relevant primary entities. If you do not select the columns, an SQL error
may occur in the Sage CRM UI when the view is executed.

l Creating a view for reports

l Creating a view for a group
l Creating a view for Keyword Search
l Creating a view for Advanced Find
l Creating a view for SData access

Creating a view for reports

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |
<Entity> | Views.
2. Click New.
3. Enter a view name that starts with "v" and contains a single word with no spacing. For example,
vSimpleCaseView.
4. To make the view available when creating a new report, select Reports View.
5. Enter a short description and a translation for the view. The translation is displayed on screen when
the user selects the view.
6. Enter SQL in View Script and include the relevant unique identifier fields. For more information, see
Unique identifier fields.

CREATE VIEW
vSimpleCaseView
AS
SELECT comp_name, comp_status, comp_type, case_description, pers_firstname,

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 pers_lastname, case_secterr, comp_secterr, pers_secterr, comp_primaryuserid,
comp_channelid, pers_primaryuserid, pers_channelid, case_assigneduserid,
case_channelid
FROM company
INNER JOIN cases
ON comp_companyid = case_primarycompanyid
INNER JOIN person
ON case_primarypersonid = pers_personid

The columns in the SELECT statement are available in the report. You can concatenate fields and
use functions on the data to manipulate the data further.

You can include derived or calculated fields in a report view. The following example creates a
derived field called pers_fullname by concatenating the pers_firstname and pers_lastname fields.

SELECT rtrim("pers_firstname") +'

'+rtrim(pers_lastname) as
"pers_fullname", ...... from person;

To control how the field appears in reports, ensure it's described in the custom_edits and custom_
captions metadata tables. Create an extra field on the main table of the view. In the example above,
create a new field on the person table called pers_fullname. This field doesn't hold data, but
creating the field with the same name as your derived field creates the necessary metadata. You
can then use the metadata to control the field's display properties and UI captions.
7. Click Save. The view is available to use in a report. For more information see Creating a report.

Creating a view for a group

1. Click <My Profile> | Administration | Customization | Primary Entities or Secondary Entities |
<Entity> | Views.
2. Click New.
3. Enter a view name that starts with "v" and contains a single word with no spacing. For example,
vSimpleCaseView.
4. To make the view available when creating a new group, select Groups View.
5. Enter a short description and a translation for the view. The translation is displayed on screen when
the user selects the view.
6. Enter SQL for the view in View Script and include the relevant unique identifier fields. For more
information, see Unique identifier fields. The following example creates a new case view available
for use when creating company and person groups.

CREATE VIEW
vSimpleCaseView
AS
SELECT case_caseid, comp_companyid, comp_name, comp_status, comp_type, case_

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 description, pers_personid, pers_firstname, pers_lastname, case_secterr,
comp_secterr, pers_secterr, comp_primaryuserid, comp_channelid, pers_
primaryuserid, pers_channelid, case_assigneduserid, case_channelid
FROM company
INNER JOIN cases
ON comp_companyid = case_primarycompanyid
INNER JOIN person
ON case_primarypersonid = pers_personid

7. Click Save. The view is available to use in a group. For more information see Creating a group in the
User Help.

Warning: A view must return one row per ID field. If the view returns duplicate rows, it is not listed in the
Source View drop-down when creating a group.

Unique identifier fields

When creating a view for a report or group, you must include unique identifier fields. For example, to make
the view available for a group of company records, include the company unique identifier.

The View tab for an entity lists the columns that you can include in a new view. The Fields tab for an entity
lists the fields that can be included in a view.

Table Unique ID

Cases case_caseid

Opportunity oppo_opportunityid

Company comp_companyid

Lead lead_leadid

Person pers_personid

Order Orde_OrderQuoteID

Quote Quot_OrderQuoteID

Each table has a hidden unique identifier that you can use to create SQL joins between tables. Each table
exists in relationships and foreign keys link the tables together.

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 Child Table Foreign Key Parent Table Unique ID

Cases case_primarycompanyid Company comp_companyid

Cases case_primarypersonid Person pers_personid

Cases case_assigneduserid User user_userid

Company comp_primarypersonid Person pers_personid

Company comp_primaryaddressid Address addr_addressid

Company comp_primaryuserid User user_userid

Person pers_companyid Company comp_companyid

Person pers_primaryaddressid Address addr_addressid

Person pers_primaryuserid User user_userid

Opportunity oppo_primarycompanyid Company comp_companyid

Opportunity oppo_primarypersonid Person pers_personid

Opportunity oppo_assigneduserid User user_userid

Orders orde_contactid Person pers_personid

Orders orde_opportunityid Opportunity oppo_opportunityid

Orders orde_associatedid Quotes quot_orderquoteid

Quotes quot_contactid Person pers_personid

Quotes quot_opportunityid Opportunity oppo_opportunityid

Quotes quot_associatedid Orders orde_orderquoteid

Creating a view for Keyword Search

A user can specify the entities on which a Keyword Search is performed. Keyword Search uses an any
words search technique. This returns records containing all words listed in a search term if the words appear
in the record text fields or in the text fields of any associated entity record specified in the Keyword Search
view.

The following table lists predefined Keyword Search views.

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 Entity Unique Identifier

Case vKeywordSearchListCases

Company vSearchListCompany

Lead vKeywordSearchListLead

Opportunity vKeywordSearchListopportunity

Person vSearchListPerson

Communication vSearchListCommunication

Orders vOrders

Quotes vQuotes

You can specify only one Keyword Search view per entity to avoid returning the same record twice in a
single set of search results. You can edit an existing Keyword Search view. For more information, see
Editing a view.

To create a Keyword Search view for a custom entity:

1. Click <My Profile> | Administration | Customization | <Entity>.

2. Click the Views tab and click New.
3. Enter a name in View Name and move the cursor to another field. The start of the script is
automatically added to View Script.
4. Select Keyword Search View. This makes the view available when carrying out a Keyword Search.
5. Enter a short description of the view in Description.
6. Enter a translation for the view in Translation.
7. Enter SQL in View Script.
8. Click Save.

Tip: When creating a Keyword Search view, you must include fields that allow security policies to work.
For example, a Keyword Search view on Person should include pers_primaryuserid and pers_secterr.
You should also include fields from other tables that complete the business object. For example, a
Keyword Search view on Person should include fields from the Person, Company, Address, Phone, and
Email tables.

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Creating a view for Advanced Find
Users can use Advanced Find to perform complex database searches across cases, communications,
companies, leads, opportunities, orders, people, quotes, and solutions. You can create enhanced searches
based on a WHERE clause, and you can extend the selection criteria using AND and OR clauses.

To create an Advanced Find view for a custom entity:

1. Click <My Profile> | Administration | Customization | <Entity>.

2. Click the Views tab and click New.
3. Enter a view name in View Name and move the cursor to another field. The start of the script is
automatically added to View Script.
4. Enter a short description of the view in Description.
5. Select Groups View.
6. Enter a translation for the view in Translation.
7. Enter SQL in View Script. The SQL below creates a view called vSearchListproject for a custom
entity called Project.
CREATE VIEW vSearchListproject

AS

SELECT RTRIM(ISNULL(Pers_FirstName, '')) + ' ' + RTRIM(ISNULL(Pers_LastName,

'')) AS Pers_FullName,

RTRIM(ISNULL(Pers_PhoneCountryCode, '')) + ' ' + RTRIM(ISNULL(Pers_

PhoneAreaCode, '')) + ' ' +

RTRIM(ISNULL(Pers_PhoneNumber, '')) AS Pers_PhoneFullNumber,

RTRIM(ISNULL(Pers_FaxCountryCode, '')) + ' ' + RTRIM(ISNULL(Pers_FaxAreaCode,

'')) + ' ' +

RTRIM(ISNULL(Pers_FaxNumber, '')) AS Pers_FaxFullNumber,

Project.*,

vCompanyPE.*,

vPersonPE.*

FROM Project

LEFT OUTER JOIN vCompanyPE ON Proj_CompanyId = Comp_CompanyId

LEFT OUTER JOIN vPersonPE ON Proj_PersonId = Pers_PersonId

WHERE Proj_Deleted IS NULL

8. Click Save.

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Next, you must add the translations to the custom_edits metadata table so the custom entity is included on
the Advanced Find screen. The steps below add translations for a custom entity called Project.

1. Click <My Profile> | Administration | Customization | <Entity> | Translations.

2. Add Project in Caption Code.
3. Add AdvFindEntities in Caption Family.
4. Add Choices in Caption Family Type.
5. Add Project in US Translation.
6. Add Project in UK Translation.
7. Click Save.

Creating a view for SData access

SData (Sage Data) is a Sage Standard which enables desktop, server, and web-based Sage applications
to communicate with each other as well as third-party applications and the Web. SData is built on top of
leading industry standards including HTTP, XML, REST, and Atom/RSS.

In Sage CRM SData "feeds" can be consumed in a read-only format by Sage CRM via the Interactive
Dashboard and by third-party applications.

The view in this example includes a derived field, oppo_daysopen, to show how long an opportunity has
been open. When created as an SData view, this can easily be made available to the users via the
Interactive Dashboard. The SData view could also be used by a third-party application which supports
SData feeds.

Note: SData views are not affected by the SData setting on the External Access tab. In this example, the
Read-only SData setting on the <My Profile> | Administration | Customization | Primary Entities
| Opportunity | External Access tab can be set to Yes or No. The view is still available for access.

1. Click <My Profile> | Administration | Customization | Primary Entities | Opportunity | Views.

2. Click New.
3. Enter the View Name. For example vOppoDatesOpen.
4. Select SData View.
5. Enter a description and translation.
6. Enter SQL for the new view. For example, change the existing:

CREATE VIEW
vOppoDatesOpen
AS
SELECT *
FROM OPPORTUNITY

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 to:

CREATE VIEW vOppoDatesOpen

AS
SELECT RTRIM(ISNULL(Pers_FirstName, '')) + ' ' +
RTRIM(ISNULL(Pers_LastName, ''))
AS Pers_FullName, Pers_PersonId, Pers_CreatedBy, Pers_SecTerr, Pers_
PrimaryUserId, Pers_ChannelID, Pers_EmailAddress, Comp_Name, Comp_CompanyId,
Comp_CreatedBy, Comp_SecTerr, Comp_PrimaryUserId, Comp_ChannelID, Chan_
ChannelId, Chan_Description, Comp_EmailAddress, datediff(day, getdate(),oppo_
opened) as oppo_daysopen, Opportunity.*, (COALESCE(Oppo_Forecast, 0) *
COALESCE(Oppo_Certainty, 0)) / 100 AS Oppo_Weighted FROM Opportunity
LEFT JOIN Person ON Pers_PersonId = Oppo_PrimaryPersonId
LEFT JOIN Company ON Comp_CompanyId = Oppo_PrimaryCompanyId
LEFT JOIN Channel ON Oppo_ChannelId = Chan_ChannelId
WHERE Oppo_Deleted IS NULL

7. Click Save.
8. To test the view on the Interactive Dashboard, click My CRM | Dashboard and open a dashboard.
9. Click Modify Dashboard | Add New Gadget | SData Feed.
10. Select CRM SData Provider and click Next.
11. Select the new view you created, and click Next.
12. Select the columns to display on the gadget and complete the gadget wizard steps.

The SData view you created is represented in a new gadget on the user's landing page. The URL to make
the view available to another application would take the following format:

http://myserver/sdata/[installname]j/sagecrm/-/vOppoDatesOpen

Editing a view
Note: When you edit a view, ensure all SELECT statements on primary entities in the view retrieve the _
secterr column, the _assigneduserid (or equivalent) column, and the _channelid (or equivalent)
column for each primary entity referenced in the view. To do this, select the column explicitly or select all
columns from the relevant primary entities. If you do not select the columns, an SQL error may occur in
the Sage CRM UI when the view is executed.

Changing a view may affect several areas of Sage CRM.

This example adds the case_description field to the case mail merge view.

1. Click <My Profile> | Administration | Customization | Primary Entities | Cases | Views.

2. Click the vMailMergeCase view.

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 3. Click Change. View Script contains the SQL used to create the view.
4. Find Case_CaseId and add the new field after Case_CaseId. This section of the script changes
from:

Case_CaseId, Comp_CompanyId

to:

Case_CaseId, Case_Description, Comp_CompanyId

5. Click Save. If you make a syntax mistake, you can't save the changes.

Deleting a view
You can delete user views. Deleting a view may affect several areas of Sage CRM.

1. Click <My Profile> | Administration | Customization.

2. Click the entity to which the view belongs.
3. Click the Views tab.
4. Select the hypertext link of the view you want to delete.
5. Click Delete to delete the view.

Tips and troubleshooting

l You can use a tool such as Query Analyzer to write SQL for your view customizations and verify that
the data you want returned is what you expect. You can also copy and paste sections of SQL that
you have verified into Sage CRM.
l If you are using SQL Server with Enterprise Manager, the Create View feature gives you a helpful
graphical way to build SQL for a view. This SQL can then be copied and used in Sage CRM. Test
the SQL on a test system first.
l SQL invalid message. If your SQL is invalid, Sage CRM will display an error message and the SQL
will not get saved to the database.
l Sage CRM security (such as territories and profiles) works on top of a view. For example, data
returned to you in Query Analyzer is different to data returned to the user from the customized view
in Sage CRM. This is due to security restrictions applied to the results in Sage CRM.
l Do not use TOP in your view select statement.
l Using JOIN ON rather than "where primary_key = foreign_key" type syntax, is the preferred method
for joining tables.

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External access
l Changing external access settings
l External access fields

Changing external access settings

1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | External Access.
2. Click Change.
3. Make the changes you require to External access fields.
4. Click Save.

External access fields

The table below explains the fields on the External Access tab.

Field Description

Read-only SData Enabled by default. Select Yes or No to enable or disable an entity for
Sage Data (SData) access.

This setting exposes Sage CRM entities so that they can be read and
queried by third-party applications using ATOM feed technology on the
SData standard. For more information on working with SData, see the
Developer Help on the Sage CRM Help Center.

Web Services Enabled by default on primary entities. Select Yes or No to enable or

disable an entity for Web Services access.

The Enable Web Services setting accessed from <My Profile> |

Administration | System | Web Services overrides settings on
individual entities.

For more information on working with Web Services, see Web services
fields and the Developer Help.

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Summary reports
A summary report shows an overview of customer information. It's displayed when a user opens a
company, person, opportunity, or case record and clicks the Summary tab, and then clicks Summary
report.

The screenshot below shows the Company summary report.

l Header content is summary information from the current entity. To customize header information,
click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | Summary Report | Edit Summary Content.
l List output is information from the entities linked to the current entity. To customize the layout of a
list, click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |
<Entity> | Summary Report | <List>.

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Text editor fonts
You can change the default font, the default style, and the inline font that are used in the Sage CRM text
editor. The text editor uses styles to ensure consistency in documents created in Sage CRM.

l To change the default font for text to which a style has not been applied, open
\CRM\WWWRoot\ckeditor\contents.css and edit the body section at the top of the file. The following
example changes the default font to Courier New.

body

/* Font */

/* font-family: sans-serif, Arial, Verdana, "Trebuchet MS"; */

font-family: Courier New, monospaced;

font-size: 12px;

/* Text color */

color: #333;

/* Remove the background color to make it transparent */

background-color: #fff;

margin: 20px;

}
l To set the default style selected in the text editor toolbar, open \CRM\WWWRoot\ckeditor\config.js
and add code to the CKEditor.editorConfig section. The following example changes the default
style to Courier New.

config.font_defaultLabel = 'Courier New, monospaced;';

config.fontSize_defaultLabel = '16px';

config.fontSize_sizes =

'8/8pt;9/9pt;10/10pt;11/11pt;12/12pt;14/14pt;16/16pt;18/18pt;20/20pt;

22/22pt;24/24pt;26/26pt;28/28pt;36/36pt;48/48pt;72/72pt';

config.font_names = 'Courier New, monospaced;' +

'Helvetica, Arial, sans-serif;' +

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 'Times New Roman/Times New Roman, Times, serif;' +

'Verdana';
l To apply a default style to the text when the text editor is opened, open
\CRM\WWWRoot\ckeditor\config.js and add a new section after the CKEditor.editorConfig
section.

CKEDITOR.on('instanceReady', function(evt) {

if (evt.editor.getData() === "") {

evt.editor.setData('<span style="font-family: Courier New, monospaced;font-

size:16px;">&shy;</span>');

});
l To view the changes, clear the cache in users’ browsers.

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Web leads
l Web leads
l Customizing the Web Lead screen
l Web to Lead configuration settings

Web leads
Sage CRM enables you to create web pages for collecting lead information simply by clicking a button. This
one-click process generates the HTML to define a web form page for entering lead details. This HTML page
can be inserted into a corporate web site, enabling a seamless transfer of information from a client-defined
interface to the Sage CRM database.

The generated HTML contains the URL of the Sage CRM installation and defines the action to be taken
when the web lead form is submitted. Therefore, although customization allows the user to add or remove
fields from the form, no HTML scripting is required to make the form fully functional.

To access the Web to Lead area in Sage CRM:

1. Click <My Profile> | Administration | Customization | Primary Entities | Leads | Web to Lead.
2. Click Change, edit the default configuration settings and click Save. For more information, see Web
to Lead configuration settings.
3. Click Web Lead HTML. The Web Lead HTML screen is displayed. Key material is grouped in the
Create Action function. Written in JavaScript, this function indicates the Sage CRM install that
receives information from the web lead form. This area is worth checking in situations when the web
lead information has not successfully transferred to the Sage CRM database. It's possible that in
certain situations when an Sage CRM is reinstalled under a different name, the URL used by the
HTML page generated by an earlier install is no longer valid.
4. You can copy the HTML from this screen to your corporate website so that your customers can
create leads in Sage CRM through your website. The raw HTML copied from the Web Lead HTML
screen creates a basic form for capturing lead information.
5. Enter test lead data and click Save And Submit.
6. Return to Sage CRM and search for the lead you added using the web page. The new lead is
displayed with the Source set to Web.

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Customizing the Web Lead screen
You can customize the fields available on the Web Lead form by customizing the standard Web Lead
screen.

1. Click <My Profile> | Administration | Customization | Primary Entities | Lead | Screens.

2. Click Customize next to the WebLeadScreen.
3. You can add or remove fields in the same way as you customize any other screen in Sage CRM.
4. Click Save.
5. Click the Web To Lead tab, and click Web Lead HTML.
6. Copy and paste the new HTML to your web page. The Web Lead form is updated to include the new
fields you added.

Web to Lead configuration settings

Field Description

Web Lead Enabled Select this check box to enable the Web to Lead functionality. When you
do this Sage CRM can capture leads.

Only Accept Web Leads If you want to restrict the ability to generate leads from any Web site,
From The Following IP specify the exclusive IP address that leads can be generated from.
Address

Web Lead Return URL Specify the URL you want the user's browser to be redirected to after
the lead has been created.

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Key attribute profiling
l Introduction to key attribute profiling
l Designing a key attribute profiling structure
l Creating a key attribute profiling category
l Defining key attribute profiling category groups
l Setting up key attribute profiling lists
l Adding fields to key attribute profiling categories
l Displaying key attribute profiling data
l Deleting a key attribute profiling category
l Recovering a key attribute profiling category

Introduction to key attribute profiling

Key attribute profiling provides Sage CRM users with a method for setting up dynamic sets of data
associated with People, Companies, Opportunities, Cases, and Leads.

For example, you need to store address details for a new company because all companies have an
associated address. If you need to store more address information than the standard fields provide for, you
can add new fields to the address or company tables.

However, you may also want to record company-specific information, such as which companies attended
your roadshows, who attended, and when they attended. Some companies may not have any data in this
section as they never went to the roadshows, some companies will have attended many roadshows, and
some companies will have only attended one roadshow. This is ideal for key attribute profiling data.

To capture this using key attribute profiling data:

1. Design a key attribute profiling structure, which is a tree structure of categories.

2. Create a key attribute profiling category.
3. Define key attribute profiling category groups.
4. Set up key attribute profiling lists.
5. Add fields to the categories, which will record the data you want to collect.
6. Create a category group tab to display the key attribute profiling data to the user.

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Designing a key attribute profiling structure
Before you build a structure of categories, create an outline design of the data, field types and key attribute
lists you need. This helps you identify common key attribute lists, so you have to build them only once.

Example category types are:

l Parent Category : No Data Held

l Single Instance Data Category
l Multiple Instance Data Category

For example, when recording training information about people at customer sites, you want to record the
results of multiple evaluation forms, so the Evaluation Form Feedback category is flagged as a Multiple
Instance Data Category. The other categories are Single Instance Data Categories, because data is stored
directly within the categories.

You should also identify fields that are common to multiple categories.

For example, if you are collecting information about home appliances purchased, you may initially think of
the following categories and fields:

All Categories

Washing Machine

Vacuum Cleaner

Fridge

You can quickly identify that each category has three fields in common; Manufacturer, Price, and Warranty
Expiration. Instead of creating these fields under each category, you can create a higher level parent
category first called "Home Appliances", which has these three fields associated with it. Then, when you
create "Washing Machine", "Vacuum Cleaner" and "Fridge" as child categories of Home Appliances, they
automatically inherit the three common fields, and all you have to add under each child category is the Model
key attribute list for each appliance type:

All Categories

Home Appliances

Washing Machine

Vacuum Cleaner

Fridge

Adding fields to the parent level category after the child categories are created does not automatically add
the new fields to the categories below. If you add a field to the parent level and then add a new child
category, the child category inherits the existing and new fields.

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Key Attribute Categories do not store default values. If there is no selection, nothing is stored, so you can't
report on empty check boxes. For this reason, you should use a “Yes” or “No” selection instead of a check
box.

Creating a key attribute profiling category

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes | Categories.
2. Select the category that your new categories are subordinate to from Key Attribute Categories. If
this is the first category you're creating, select All Categories.
3. Enter a name in Category Name.
4. Select the category type. For example, to allow the user enter information more than once within this
category, select Multiple Instance Data Category.
5. Click Add. The new category is displayed in Key Attribute Categories.
6. Select the category you want the new category to be subordinate to, and add the rest of the
categories.

Category fields and field types

The following tables explain category fields and field types

Field Name Description

Field Name Name of the field.

Field Type Check boxes, Text, Selection, Date/Time, and more. See table below for
more detail. The Field Type defines how the information is added into the
system.

New Line Positions the field on a new line.

Required Defines if the field is mandatory.

If no data is added to any of the fields in the same category as the

required field—including the required field—then nothing is stored and no
validation error is raised. However, if any field in the category contains
data, the required field is mandatory.

Max Length Defines the maximum length of, for example, a text field.

Entry Width Defines the length of the field displayed on the screen.

Key Attribute List If the Field Type has been set to Selection, the key attribute list must be
specified here.

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 Field Type Description

Blank Non-data field. Appears on the screen as ‘-’. It is used to align columns
and insert offsets.

Label Non-data field. Displays the text from the Field Name on the screen as a
label. The user is not prompted to input any data.

Text Free text in a single line.

Multiline Text Multiple lines of free text.

Email Address Hyperlinked email address.

WWW URL Hyperlinked Web site address.

Selection List predefined within the Key Attribute Lists tab.

Integer Integer value.

Numeric Numerical value.

Date & Time Calendar and time.

Checkbox Check box.

Phone Number Phone Number fields are displayed as hyperlinked values on the screen.
This allows CTI-enabled users to make outbound calls by clicking the
value of the field.

Currency Allows a user to enter an amount and select a currency from a list.

Defining key attribute profiling category groups

Category Groups specify the data that appears on a Key Attribute Profiling screen. You need to define one
structure of categories only, but it's useful to define multiple category groups so you can reuse different sets
of categories relevant to the data you want to collect.

You can specify a group as static or dynamic. A static group is stored automatically under the Group Entries
heading, which forms part of the Key Attribute Categories list. A dynamic group appears in this list only after
an action, such as a mail merge, mass email, or task, has been run against it.

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes | Category

Groups. A list of existing Category Groups is displayed.

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 l General Category Groups. This is the default.
l Call Handling Category Groups
l Activity Category Groups
2. Ensure General Category Groups is selected.
3. Click New.
4. Add the Name and Description.
5. Use the arrows to move categories from Key Attribute Categories to Categories Within Group.
When you move a parent category, its child categories are also moved.
6. Use the arrows on Categories Within Groups to change the order in which categories appear on
the Key Attribute Profiling screen.
7. Click Save.

Default activities
When you create a group, you can run actions or activities against it, for example, mail merge, mass email,
or task. You can also create these under Wave Activities.

When you set up actions against a group, you are presented with a default communication screen. At the
end of the communication screen a list of categories is displayed, filled from the Activity Category Groups.
Each of these hard coded Activity Category Groups is initially filled with a Default Activity Category. They
appear under the System Categories category off the All Categories directory.

The Administrator can go in via <My Profile> | Administration | Key Attributes | Category Groups and
change the contents of the Activity Category Group, but this deletes the Category Group. It is set up in this
way because the administrator has no other way to define what appears on that communication screen from
the user side, so they cannot specify a different Activity Category Group. All they can do is edit the existing
one.

When the activity is saved, a new Category is created under the parent selected from the Category
displayed, and all of the people in the group that the action is run against are linked to a piece of Key
Attribute Data (the date of the action). Not only can you tell who is on a group, but you can tell who had what
actions run against them. You can also fill in a number of other fields on the category and use these to store
feedback information.

Setting up key attribute profiling lists

You should set up key attribute lists before adding the fields to the categories you have set up.

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes | Key Attribute
Lists.

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 2. Enter the list name in New List Name. The name can be a generic description of the list rather than
map exactly to the field name, since you can reuse the key attribute list if it applies to a number of
fields. For example, questionnaire answers such as Poor, Average, Good, Very Good, Excellent,
are reused a number of times, linked to separate fields. A generic description for this reusable list
could be Rating.
3. Click Add List. The Maintain Lookup Selections page is displayed. For more information, see Fields.
4. Add Codes and Translations for the selections.
5. Click Save. The Key Attribute Lists page is displayed.
Not Currently In Use indicates the list has not yet been linked to a category in Key Attribute
Categories. When a list is linked to a category, this area is headed: Key Attribute Used In, and a list
of all branches in the tree where the list is used is displayed.
6. Follow the same procedure to add more lists.
7. To edit existing selections, click Change.

Adding fields to key attribute profiling categories

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes.
2. Select the category to which you want to add fields in Key Attribute Categories.
3. Click Edit Fields.
4. Complete the Category fields and field types and click Add. The fields vary depending on the Field
Type that you specify. For example, the Key Attribute List field is displayed only when Field Type is
set to Selection.
5. When you've added all the fields for this category, click Save.

Displaying key attribute profiling data

To display key profiling data to the user, add a new tab to an existing tab group.

1. Click <My Profile> | Administration | Customization | Primary Entities | <Entity>.

2. Click Tabs.
3. Select the tab group that you want to customize.
4. Enter the name of the new tab in the Properties panel.
5. Select Key Attributes from Action.
6. Select Category Group
7. Add an SQL statement to display the tab only when certain criteria are met. For example, the
following statement displays the tab if the person works for a company where the Company Type

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 field is set to Customer.

pers_companyid = (select comp_companyid from company where comp_companyid =

pers_companyid and comp_type = 'customer')

8. Click Add and then click Save.

Deleting a key attribute profiling category

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes | Categories.
2. Highlight the category you want to delete on the Key Attribute Categories list. You cannot delete or
deactivate the All Categories top category.
l If there is no data in this category, click Delete on the Category Details panel. The category
is removed from the Key Attribute Categories list.
l If there is data in this category, click Deactivate. The category is hidden from the Key
Attribute Categories list until reactivated.

Recovering a key attribute profiling category

1. Click <My Profile> | Administration | Advanced Customization | Key Attributes | Categories.
2. Select Show Deactivated. Deactivated categories are displayed with an asterisk (*) beside the
category name.
3. Select the category you want to reactivate.
4. Click Reactivate.
5. Click Continue.

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Workflow
l About workflow
l Configuring workflow and escalation rule behavior
l Building a workflow

About workflow

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Workflow automates business processes using a predefined set of business rules and actions. A workflow
guides the user through a business process, checking,w tracking, and validating information, and triggering
actions. It's a great way to reduce administration overhead, ensure consistency, and benchmark
performance.

For example, you could apply a workflow rule to opportunities to automatically generate a follow-up call
whenever a quote is issued to a customer. Or you could apply a workflow rule to cases to send an email to
the customer service supervisor if a case remains at the Investigating stage for more than twenty-four hours.

Tip: Workflows should support business processes, not replicate them. Workflows that are too
prescriptive actually prevent people from getting the most out of Sage CRM rather than helping them to
complete their tasks.

You can apply workflow to company, person, communication, lead, opportunity, case, solution, campaign,
wave, and wave item records. You can also apply workflow to custom entities. To apply workflow to an
external table, you must create a shadow table in Sage CRM. The data is retrieved from the external table in
the ASP pages associated with the workflow rules. For more information, see the Developer Help on the
Sage CRM Help Center.

Note: When you import leads into Sage CRM, they are not automatically added to a workflow. When a
lead is converted to an opportunity, it is not automatically added to an opportunity workflow; it must be
progressed using the default Accept and Reject action buttons.

A workflow consists of states, rules, and actions.

l A state is the current resting place for a record in the workflow process. The user sees a predefined
set of business actions based on the record's current state in the workflow. For more information,
see Workflow states.
l A rule determines the actions that are performed on the record in a specific state and often move the
record to another state. For more information, see Workflow rules.
l An action is the execution of the rule when the user selects the workflow rule, or when conditions
are met to validate the rule. For more information, see Workflow actions.

Sage CRM has a graphical workflow tree that uses loops and branches and lets you view a visual
representation of the states and rules in your workflow as you build it.

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Setting up workflow

Task Help

Conduct an analysis of your business processes and produce For sample questions to help you
a flow diagram that outlines your workflow and lists the identify your business processes, see
actions you need. the Implementation Workbook on the
Sage CRM Help Center.

Enable your system for workflow and activate workflow for Configuring workflow and escalation
the required entities. rule behavior.

Complete all field, list, and screen customizations. Fields

Lists and grids
Screens

Customize the Stage and Status list selections for Editing a field
opportunities, cases, leads, and solutions if necessary. These
fields often help define the state of a record at different points
in the workflow. Adding more selections to these fields does
not affect existing workflows unless you explicitly build in
behavior to use the new selections.

Do not delete list selections because the workflow relies on

the In Progress status. Rename the translations for list
selections instead.

Check the GIF files. If you change the Stage and Status lists,
you may lose the GIF file representation of the values. To fix
this, edit or update the GIF file in the Img subdirectory of Sage
CRM. The GIF file name must exactly match the untranslated
code of the list selection.

Building a workflow

Task Help

Create a new workflow using the graphical workflow tree. Creating a workflow

Create workflow states. Creating a workflow state

Create workflow rules and add actions to the rules. Creating a workflow rule

Add states and rules to the workflow and activate the Adding states and rules to a workflow
workflow so you can test it and then make it available to users.

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Workflow states
A state is the current resting place for a record in the workflow process. The user sees a predefined set of
business actions based on the record's current state in the workflow. The current workflow state is stored in
a column on the entity record.

Entry states define entry points into the workflow. The Start state in the workflow tree is an entry state by
default. Usually, a primary rule hangs off this state to create a new entity, which automatically becomes part
of the workflow. alternatively, you can hang transition rules from the entry state so users can add existing
records to the workflow. For more information, see Workflow rules.

Duplicate states represent branching and looping in a traditional flow-chart and allow you to define
alternate paths in the workflow. For example, a lead in the Quick Sale Workflow can be progressed directly
to Sold, or put On Hold and then progressed to Sold.

Workflow rules
A workflow rule determines the actions that are performed on the record in a specific state and often move
the record to another state. There are several types of workflow rule. For information about the actions that
can work with each type of workflow rule, see Workflow actions.

l Use primary rules at the beginning of a workflow to create a new case, opportunity, solution, or lead
record that's automatically part of the workflow. The primary rule replaces the standard New button
which is displayed when workflow is deactivated. For consistency in the UI, you can set the rule
Label to New <entity> and set Alternative Image for Rule to New.gif. You generally use column
change actions with primary rules. Primary rules are represented by light purple arrows in the
workflow tree.

Note: If your workflow creates a new record that has a dedupe search or an inbuilt system
action, you must hang a transition rule rather than a primary rule from the entry state. For
example, NewCompany, NewIndividual.

l Use transition rules to connect one workflow state to the next. Transition rules are displayed to the
user as workflow action buttons. A transition rule linked to a workflow entry state lets a user add a
record to a workflow. For example, transition rules allow a user to add an existing lead record to a
lead workflow. Similarly, transition rules allow a user to add an opportunity that's been progressed
from a lead to an opportunity workflow. Transition rules are represented by purple arrows in the
workflow tree.
l Use conditional rules to create two sets of actions. One set is executed when the JavaScript
condition is true, the other set is executed when the condition is false. The JavaScript condition on a
Conditional Rule is evaluated when the user clicks the workflow rule button. This means that
conditional rules always show as long as other conditions (for example, Restrict to Team) are true.
The advantage of a conditional rule is that it's always displayed to the user as a reminder. Also,
when the user selects the rule and the conditions are not met, a message can be displayed stating

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 the reason. Conditional rules are represented by two purple arrows in the workflow tree; one arrow
has a green tick (True), the other arrow has a red cross (False).
l Use escalation rules to add actions that occur when certain conditions are met. You specify
conditions as SQL WHERE clauses in the rule. You can also use escalation rules outside the
context of workflow. For more information, see About quick notifications and escalation rules.
Escalation rules are represented by blue arrows in the workflow tree.

Note: You can specify a time limit on each stage of a case workflow to act as an SLA with a
warning limit. To do this, create a field on Cases that stores the start date of each stage (for
example, case_startstage) and ensure the date is entered when the case moves to a new stage.
You can base escalation rules on the value in the date field.
To record the duration of each stage, set up specific fields for each stage (for example, case_
startstage1, case_stage1duration, case_startstage2, case_stage2duration) and use Execute
SQL Statement workflow actions to update these values.

l Use global rules to add actions that are always available and do not move the workflow into another
state. Global rules always hang from the Start state. For example, use a global rule to allow the user
to edit an opportunity at any point in the opportunity’s life cycle. If the user makes changes to certain
opportunity details, the opportunity is not progressed to a different state. Global rules are
represented by blue arrows with a purple circle in the workflow tree.

Note: To change the name of an existing workflow rule, you must change the translation for all
languages in <My Profile> | Administration | Customization | Translations.

Workflow actions
There are two types of workflow actions.

l User driven actions use JavaScript to check the data condition. These actions require the user to
interact with the workflow screen and require a request from the browser. You can use these
actions with transitional, conditional, and global workflow rules because these rules are driven by
the user.
l Time driven actions use SQL to check the data and time condition. You can use these actions with
escalation rules because these rules are time based and fire automatically in the server without a
request from the browser.

The table below shows which workflow actions can be used with each type of workflow rule.

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 Action Primary Transitional Global Conditional Escalation

Column Change Actions

Set Column Value Y Y Y Y Y

Reset Column Value Y Y Y Y Y

Display Field for Amendment Y Y Y Y N

Show Message on Screen Y Y Y Y N

Follow-up Actions

Create Task N Y Y Y N

Create Appointment N Y Y Y N

Create Opportunity N Y Y Y N

Create Case N Y Y Y N

Create Lead N Y Y Y N

Create Solution N Y Y Y N

Create Word Merge Document N Y Y Y N

Create PDF Merge Document N Y Y Y N

Execute SQL Statement Y Y Y Y Y

Run Stored Procedure Y Y Y Y Y

Informative Actions

Show Notification on Screen N N N N Y

Send Email Y Y Y Y Y

Send SMS Message Y Y Y Y Y

Campaign Actions

Create Task for Group N Y Y Y N

Create Document for Group N Y Y Y N

Export Group to File N Y Y Y N

Create Outbound Call List N Y Y Y N

Y = Action can be used with this type of rule.

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N = Action cannot be used with this type of rule.

Set Column Value

Use Set Column Value to insert a specified value into a column on the current table. For example, when an
opportunity is created, set the opportunity Certainty% field to 25.

The table below describes Set Column Value fields on the New Workflow Action Details screen.

Field Description

Type The action to be performed.

Column The column to be updated. For example, oppo_certainty.

Value The value to be entered in the column.

If the column to be updated is a date field, set Value to 0 to set the field to
the current date/time. Use an integer to set the date/time to an offset (in
minutes) from the current date/time. For example, 30 = 30 minutes from
now, 10080 = 7 days from now, and 129600 = 90 days (3 months) from
now.

You can use ## symbols to add information from the related entity. For
more information, see Using the ## and # symbols.

Attribute The attribute of the field on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

New Line The position of the field on the screen for this workflow rule. If you leave
this blank, the field is displayed on the same line as the previous field.

Row Span The number of rows over which the field is displayed. If you leave this
blank, the field is displayed on one row.

Col Span The number of columns over which the field is displayed. If you leave this
blank, the field is displayed over one column.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Create Script Add a field-level script using JavaScript that's executed when the
progress screen is displayed to the user. The scripting applies to the
workflow rule to which the action is linked. For more information about
field-level scripting, see Advanced screen customization.

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 Field Description

OnChange Script Add a field-level script that's executed when a user changes the value on
the progress screen. The scripting applies to the workflow rule to which
the action is linked. You can use generic JavaScript and/or Sage CRM’s
client-side API library of functions. For more information, see Advanced
screen customization.

Validate Script Add a field-level script using JavaScript that's executed when a user
saves changes made to the progress screen. The scripting applies to the
workflow rule to which the action is linked.

Reset Column Value

Use Reset Column Value to insert a value from one field into another field. For example, you can assign an
opportunity from its current owner to the person who created the opportunity.

The table below describes Reset Column Value fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Column The column to be updated. For example, oppo_certainty.

Value The value to be entered in the column. If the column to be updated is a

date field, set Value to 0 to set the field to the current date/time. Use an
integer to set the date/time to an offset (in minutes) from the current
date/time. For example, 30 = 30 minutes from now, 10080 = 7 days from
now, and 129600 = 90 days (3 months) from now.

You can use ## symbols to add information from the related entity. For
more information, see Using the ## and # symbols.

Attribute The attribute of the field on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

New Line The position of the field on the screen for this workflow rule. If you leave
this blank, the field is displayed on the same line as the previous field.

Row Span The number of rows over which the field is displayed. If you leave this
blank, the field is displayed on one row.

Col Span The number of columns over which the field is displayed. If you leave this
blank, the field is displayed over one column.

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 Field Description

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Create Script Add a field-level script using JavaScript that's executed when the
progress screen is displayed to the user. The scripting applies to the
workflow rule to which the action is linked. For more information about
field-level scripting, see Advanced screen customization.

OnChange Script Add a field-level script that's executed when a user changes the value on
the progress screen. The scripting applies to the workflow rule to which
the action is linked. You can use generic JavaScript and/or Sage CRM’s
client-side API library of functions. For more information, see Advanced
screen customization.

Validate Script Add a field-level script using JavaScript that's executed when a user
saves changes made to the progress screen. The scripting applies to the
workflow rule to which the action is linked.

Display Field for Amendment

Use Display Field for Amendment to display the current value of a field on the workflow progress screen.
The field value can be blank.

The table below describes Display Field for Amendment fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Column The field to be displayed.

Attribute The attribute of the field on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

New Line The position of the field on the screen for this workflow rule. If you leave
this blank, the field is displayed on the same line as the previous field.

Row Span The number of rows over which the field is displayed. If you leave this
blank, the field is displayed on one row.

Col Span The number of columns over which the field is displayed. If you leave this
blank, the field is displayed over one column.

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 Field Description

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Create Script Add a field-level script using JavaScript that's executed when the
progress screen is displayed to the user. The scripting applies to the
workflow rule to which the action is linked. For more information about
field-level scripting, see Advanced screen customization.

OnChange Script Add a field-level script that's executed when a user changes the value on
the progress screen. The scripting applies to the workflow rule to which
the action is linked. You can use generic JavaScript and/or Sage CRM’s
client-side API library of functions. For more information, see Advanced
screen customization.

Validate Script Add a field-level script using JavaScript that's executed when a user
saves changes made to the progress screen. The scripting applies to the
workflow rule to which the action is linked.

Show Message on Screen

Use Show Message on Screen to display an onscreen message to the user. This message can provide
instructions or help to the user during the workflow.

The table below describes Show Message on Screen fields on the New Workflow Action Details screen.

Field Description

Type The action to be performed.

Message The message text. This can be text or a translatable code on the
translations table. Capt_Family must be ActionText and Capt_
FamilyType must be Tags.

Attribute The attribute of the field on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

New Line The position of the field on the screen for this workflow rule. If you leave
this blank, the field is displayed on the same line as the previous field.

Row Span The number of rows over which the field is displayed. If you leave this
blank, the field is displayed on one row.

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 Field Description

Col Span The number of columns over which the field is displayed. If you leave this
blank, the field is displayed over one column.

Order The order in which the field is placed on the workflow progress screen

Create Task

Use Create Task to prompt the user to schedule a task as part of a workflow process, or to automatically
create a task with predefined values and no user input. You can use this action only with records that have
been created and attached to a workflow. This means you cannot use it with primary rules.

The table below describes Create Task fields on the New Workflow Action Details screen.

Field Description

Type The action to be performed.

Get Default User From The user assigned to the task.

You can use the # symbol to add information about the current user. For
more information, see Using the ## and # symbols.

If you've specified a user in User, leave this blank.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new task The label that's attached to the task. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on the
communication. For example, Display the Closed workflow rule when
Status of related communication labeled "XYZ" is Complete.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Action The type of action. For example, Phone Out.

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Field Description

Subject Subject of the action. For example, Customer Service Call.

You can use ## symbols to add information about the related entity. For
example, Customer Service Call for opportunity #oppo_opportunityid#
closed on #oppo_closed#, displays the opportunity ID and the
Date/Time the opportunity was closed. For more information, see Using
the ## and # symbols.

You should use a unique subject to make it easy for users to differentiate
a large number of similar records in a list in Sage CRM or in Outlook, if
you're using Classic Outlook or Exchange Integration.

Details The task details.

Status The status of the task.

Priority The priority of the task.

Private Specifies that the task is private. A private task is not displayed in the
Team calendar.

Created By The user who created the task. This is the current user.

Created Date The date on which the task is created. This is the current date.

Percentage Complete The percentage of the task that's completed. The user enters this value.

Completed Time The percentage of time allocated to the task that's completed. The user
enters the value.

User The user assigned to the task. If this is blank, the user in Get Default
User From is used.

Onscreen Reminder Displays an onscreen reminder notification to the user assigned to the
task.

Reminder The time before the task at which a reminder is sent.

Send Reminder Message Sends a reminder to the user assigned to the task. Reminder formats
and priorities are set up in the user’s Reminder Preferences.

Team The team assigned to the task.

Current Time Offset The number of minutes between the time at which the action is executed
and the time at which the action is recorded. This is useful if users are
working in a different time zone to the current time zone.

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Create Appointment

Use Create Appointment to prompt the user to schedule an appointment as part of a workflow process, or
to automatically create an appointment with predefined values and no user input. You can use this action
only with records that have been created and attached to a workflow. This means you cannot use it with
primary rules.

The table below describes the Create Appointment fields on the New Workflow Action Details screen.

Field Description

Type The action to be performed.

Get Default User From The user assigned to the appointment.

You can use the # symbol to add information about the current user. For
more information, see Using the ## and # symbols.

If you've specified a user in User, leave this blank.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new appointment The label that's attached to the appointment. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on the
communication. For example, Display the Closed workflow rule when
Status of related communication labeled "XYZ" is Complete.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Action The type of action. For example, Meeting.

Subject The subject of the action. For example, Customer demo. You can use ##
symbols to add additional information about the related entity. For
example, Customer demo for opportunity #oppo_opportunityid# closed
on #oppo_closed#, displays the opportunity ID and the Date/Time the
opportunity was closed. For more information, see Using the ## and #
symbols.

You should use a unique subject to make it easy for users to differentiate
a large number of similar records in a list in Sage CRM or in Outlook, if
you're using Classic Outlook or Exchange Integration.

Details The appointment details.

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 Field Description

Status The status of the appointment.

Priority The priority of the appointment.

Private Specifies that the appointment is private. A private appointment is not

displayed in the Team calendar.

Created By The user who created the appointment. This is the current user.

Created Date The date on which the appointment is created. This is the current date.

Percentage Complete The percentage of the appointment that's completed. The user enters
this value.

Completed Time The percentage of time allocated to the appointment that's completed.
The user enters this value.

User The user assigned to the appointment. If this is blank, the user in Get
Default User From is used.

Reminder The time before the appointment at which a reminder is sent.

Send Reminder Message Sends a reminder to the user assigned to the appointment. Reminder
formats and priorities are set up in the user’s Reminder Preferences.

Team The team assigned to the appointment.

Current Time Offset The number of minutes between the time at which the action is executed
and the time at which the action is recorded. This is useful if users are
working in a different time zone to the current time.

Create Opportunity

Use Create Opportunity to prompt the user to create a new opportunity as part of a workflow process, or to
automatically create an opportunity with predefined values and no user input. You can use this action only
with records that have been created and attached to a workflow. This means you cannot use it with primary
rules.

The table below describes the Create Opportunity fields on the Workflow Action Details screen.

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Field Description

Type The action to be performed.

Get Default User From The user assigned to the opportunity.

You can use the # symbol to add information about the current user. For
more information, see Using the ## and # symbols.
If you've specified a user in Assigned To, leave this blank.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new opportunity The label that's attached to the opportunity. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on that
opportunity.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Description A short description of the opportunity.

Source The source of the opportunity. For example, Web, Referral.

Type The type of opportunity or general area of product interest. For example,
Services, Consulting.

Customer Ref Customer reference code.

Details Details of the opportunity. You can use ## symbols to add information
about the related entity. For example, Upsold from #case_description#.
For more information, see Using the ## and # symbols.

Closed The actual date on which the opportunity closed.

Competitors A list of competitors for the opportunity.

Current Time Offset The number of minutes that are added to the time at which the action is
executed. This is used to calculate the date and time displayed in the
opportunity Opened fields.

Stage The stage of the opportunity.

Status The status of the opportunity.

Forecast The forecasted value of the opportunity.

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 Field Description

Certainty % The percentage certainty that the opportunity will close.

Assigned To The user assigned to the opportunity. If this is blank, the user in Get
Default User From is used.

Team The team assigned to the opportunity.

Priority The priority of the opportunity.

Close By The forecasted close date.

Create Case

Use Create Case to prompt the user to create a new case as part of a workflow process, or to automatically
create a case with predefined values and no user input. You can use this action only with records that have
been created and attached to a workflow. This means you cannot use it with primary rules.

The table below describes the Create Case fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Get Default User From The user assigned to the case. You can use the # symbol to add
information about the current user. For more information, see Using the
## and # symbols.

If you've specified a user in Assigned To, leave this blank.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new case The label that's attached to the case. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on the
communication. For example, Display the Closed workflow rule when
Status of related communication labeled "XYZ" is Complete.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

RefId The issue log ID.

Found In The product version in which the problem was found.

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 Field Description

SLA The SLA that's applied to the case.

SLA Severity The severity of the SLA applied to the case.

Description A short description of the problem.

Area The area of the product that's affected by the problem.

Source How the problem was raised.

Customer Ref The customer's own reference identifier.

Fix In The product version in which the problem will be fixed.

Created By The person who logged the case.

Current Time Offset The number of minutes that are added to the time at which the action is
executed. This is used to calculate the date and time displayed in the
case Opened fields.

Severity The priority of the case.

Assigned To The user assigned to the case. If this is blank, the user in Get Default
User From is used.

Team The team assigned to the case.

Stage The stage of the case.

Status The status of the case.

Problem Type The type of problem.

Solution Type The type of solution.

Problem Details A detailed description of problem.

Solution Details A detailed description of solution.

Closed The date the case is closed.

Create Lead

Use Create Lead to prompt the user to create a new lead as part of a workflow process, or to automatically
create a lead with predefined values and no user input. You can use this action only with records that have
been created and attached to a workflow. This means you cannot use it with primary rules.

The table below describes the Create Lead fields on the Workflow Action Details screen.

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Field Description

Type The action to be performed.

Get Default User From The user assigned to the lead.

You can use the # symbol to add information about the current user. For
more information, see Using the ## and # symbols.

If you've specified a user in Assigned To, leave this blank.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new lead The label that's attached to the lead. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on that
opportunity.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Stage The stage of the lead.

Status The status of the lead.

Priority The priority of the lead.

Assigned to The user assigned to the lead. If this is blank, the user in Get Default
User From is used.

Team The team assigned to the lead.

Rating The lead rating.

Company Name The name of the company.

Web Site The company URL.

Industry A lead's industry.

Annual Revenue The approximate revenue of the company.

No. of Employees The approximate number of employees in the company.

Last name The lead contact's surname.

First name The lead contact's first name.

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 Field Description

Salutation The lead contact's salutation.

Title The lead contact's job title.

Email The lead contact's email address.

Country Code The lead contact's phone country code.

Area Code The lead contact's phone area code.

Phone Number The lead contact's phone number.

Fax Country Code The lead contact's fax country code.

Fax Area Code The lead contact's fax area code.

Fax Number The lead contact's fax number.

Address 1 First line of address.

Address 2 Second line of address.

Address 3 Third line of address.

Address 4 Fourth line of address.

City Address city.

Zip Code Address zip or postal code.

State Address state or county.

Country Address country.

Create Solution

Use Create Solution to prompt the user to create a new solution as part of a workflow process, or to
automatically create a solution with predefined values and no user input. You can use this action only with
records that have been created and attached to a workflow. This means you cannot use it with primary rules.

The table below describes the Create Solution fields on the Workflow Action Details screen.

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 Field Description

Type The type of action to be performed.

Get Default The user assigned to the solution.

User From
You can use the # symbol to add information about the current user. For more information,
see Using the ## and # symbols.

If you've specified a user in Assigned To, leave this blank.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values without
displaying it to the user.

Label for The label that's attached to the solution. You can use it in JavaScript conditions on future
new workflow rules to test the values of fields on the solution.
solution

Order The order of the field on the screen for this workflow rule. Set the order of a field to move it
to a different position on the screen and use New Line to move the field to a different line.

Reference The issue log ID.

Id

Area The area of the product that's affected by the solution.

Description A short description of the solution.

Details Details of the solution. You can use ## symbols to add information from the related entity.
For example, Related to #case_referenceid#. For more information, see Using the ## and
# symbols.

Team The team assigned to the solution.

Stage The stage of the solution.

Status The status of the solution.

Assigned The user assigned to the solution. If this is blank, the user in Get Default User From is
To used.

Create Word Merge Document

Use Create Word Merge Document to perform a merge that creates a Word document when the progress
screen fields are completed. The merge is performed in the same way as a document merge outside the
workflow process. A copy of the merged Word document is saved in the library. You can use this action only
with records that have been created and attached to a workflow. This means you cannot use it with primary
rules.

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The table below describes Create Word Merge Document fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Value The name of the document to be merged. If you leave this blank, the user
can select a template when performing the merge.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Create PDF Merge Document

Use Create PDF Merge Document to perform a merge that creates a PDF document when the progress
screen fields are completed. The merge is performed in the same way as a document merge outside the
workflow process. A copy of the merged PDF document is saved in the library. You can use this action only
with records that have been created and attached to a workflow. This means you cannot use it with primary
rules.

The table below describes Create PDF Merge Document fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Value The name of the document to be merged. If you leave this blank, the user
can select a template when performing the merge.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Execute SQL Statement

Use Execute SQL Statement to execute customized business logic. For example, use Execute SQL
Statement in campaigns to delete all communications for a wave item.

Warning: Do not use this workflow action unless you are an SQL expert and have tested your workflow
extensively in a non-live environment. Poorly constructed or erroneous SQL could have a seriously
detrimental impact on your system.

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 Field Description

Type The action to be performed.

SQL Statement The SQL clause to be executed. You can use ## symbols to add
information from the related entity. For more information, see Using the
## and # symbols.

You can use multiple statements separated by semi-colons. However,

you cannot declare a variable in one statement and use it in another
statement.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Show Confirmation Message Displays a message that allows the user cancel the action before
execution. You should set this to Yes.

You can set up the message as a translation where Capt Family is

ExecSql, Capt FamilyType is Tags, and Capt Code is the same name
as the workflow action.

Run Stored Procedure

Use Run Stored Procedure to insert a default value in a field as part of a workflow process. The stored
procedure performs complex calculations and can update other records in the database.

Warning: Do not use this workflow action unless you are an SQL expert and have tested your workflow
extensively in a non-live environment. Poorly constructed or erroneous SQL could have a seriously
detrimental impact on your system.

Field Description

Type The action to be performed.

Column The value that the stored procedure returns is inserted in this column.

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 Field Description

Value The name of the stored procedure. The stored procedure must already
be created on the database.

You must use the following parameters in the stored procedure. The
stored procedure should always return (1).

CREATE PROCEDURE [xxx]

@table_name nvarchar (50),
@identity_name varchar (50),
@id_no int,
@logon_no int,
@return_value varchar(20) OUTPUT
AS
SELECT @return_value = '999'
RETURN (1)

l @table_name: The table name of the workflowed entity.

l @identity_name: The table ID. For example, Case_CaseId.
l @id_no: The current record ID.
l @logon_no: The current user ID.
l @return_value: The value that's inserted in the field you specified in
Column.

You can use the Cast method to change return_value to a different

datatype (int or nchar). For example:
CREATE PROCEDURE wf_addFreeNote
@table_name nvarchar (50),
@identity_name varchar (50),
@id_no,
@logon_no int,
@return_value varchar(20) OUTPUT
AS
SELECT @return_value = Cast ( @logon_no as varchar)
RETURN (1)

Show Notification on Screen

Use Show Notification on Screen with escalation rules to display an onscreen notification to the user as
part of the workflow process. For example, you can use this action to notify a user that they've been
assigned a new web lead. You can use this action with escalation rules only.

The table below describes Show Notification on Screen fields on the New Workflow Action Details
screen.

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 Field Description

Type The action to be performed.

Column The table field to be updated. This field is required.

Table The table or view on which the action is executed.

Message The content of the notification message. You can use ## symbols to add
information about the related entity. For more information, see Using the
## and # symbols.

This can be text or a translatable code. Capt_Family must be ActionText

and Capt_FamilyType must be Tags.

Send Email

Use Send Email to send an email that's automatically filed against the corresponding entity and displayed
on the Communications tab as part of the workflow process.

You can use this action on person, company, case, opportunity, solution, and custom entity (with
communications) records. You must specify a notification email address in Workflow and escalation
settings.

Warning: For any email feature to work, your IT department must set up an email server and configure
Sage CRM to connect to it.

The table below describes Send Email fields on the Workflow Action Details screen.

Field Description

Template The email template.

From The sender's email address.

If you leave this field blank, the name and email address in Notify email
name and Notify email address are used. For more information, see
Workflow and escalation settings.

To The recipient's email address. You can use the # symbol to add
information about the current user. For example, #oppo_
assigneduserid#. The user's email address must be correct. For more
information, see Using the ## and # symbols.

CC The CC recipient's email address.

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 Field Description

BCC The BCC recipient's email address.

Subject The subject of the email. You can use ## symbols to add information
about the related entity. For more information, see Using the ## and #
symbols.

Choose Field to insert into Inserts Sage CRM merge fields.

the Email The list of available fields depends on the table or view on which the
workflow rule is based. You can see this on the workflow rule screen.

Do not file this Emails sent from a workflow using the template are not filed.
communication

Email Contents You can use ## symbols to add information about the related entity. For
more information, see Using the ## and # symbols.
For example, to add links to Sage CRM records, use the following tags:
#recordanchor#Text goes here#recordanchorend#
After clicking the link, a user must log on to Sage CRM to open the
record. This ends any current active Sage CRM session.

Send SMS Message

Use Send SMS Message to send messages to a user's phone as part of the workflow process. For
example, to notify an opportunity owner of a change in opportunity status.

Warning: You need an SMS gateway to use this action and other SMS features of Sage CRM. Contact
your IT department to set this up.

The table below describes Send SMS Message fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

SMS to Number The recipient of the message. You can enter a mobile telephone number
or use the ## symbols to send the message to a user such as the
opportunity owner. For more information, see Using the ## and #
symbols. The user's mobile phone number must be correctly set up in
the User table.

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 Field Description

SMS Subject The subject of the message. You can use ## symbols to add information
about the related entity. For more information, see Using the ## and #
symbols.

SMS Body The contents of the message. You can use ## symbols to add
information about the related entity. For more information, see Using the
## and # symbols.

Create Task for Group

Use Create Task for Group to prompt the user to select a group and schedule a task as part of the workflow
process. You typically use this action with rules associated with wave items in the Campaign Management
module. For example, this action allows the user or campaign manager to set up an outbound telemarketing
action for a list of prospects.

The table below describes Create Task for Group fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Get Group From A prefiltered list of groups. For example, WaIt_Groups, displays only
those groups linked to the current Campaign Wave Item.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new task The label that's attached to the task. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on the
communication. For example, Display the Closed workflow rule when
Status of related communication labeled "XYZ" is Complete.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Exclude Previous Recipients Displays the Exclude Previous Recipients checkbox on the workflow
progress screen. If the user selects this checkbox, the new task is
scheduled only for people who meet the group criteria and who've not
yet had a task created for them.

Action The type of action. For example, Phone Out.

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Field Description

Subject Subject of the action. For example, Customer Service Call.

You can use ## symbols to add information about the related entity. For
example, Customer Service Call for opportunity #oppo_opportunityid#
closed on #oppo_closed#, displays the opportunity ID and the
Date/Time the opportunity was closed. For more information, see Using
the ## and # symbols.

You should use a unique subject to make it easy for users to differentiate
a large number of similar records in a list in Sage CRM or in Outlook, if
you're using Classic Outlook or Exchange Integration.

Details The task details.

Status The status of the task.

Priority The priority of the task.

Private Specifies that the task is private. A private task is not displayed in the
Team calendar.

Created By The user who created the task. This is the current user.

Created Date The date on which the task is created. This is the current date.

Percentage Complete The percentage of the task that's completed. The user enters this value.

Completed Time The percentage of time allocated to the task that's completed. The user
enters this value.

User The user assigned to the task. If this is blank, the user in Get Default
User From is used.

Onscreen Reminder Displays an onscreen reminder notification to the user assigned to the
task.

Reminder The time before the task at which a reminder is sent.

Send Reminder Message Sends a reminder to the user assigned to the task. Reminder formats
and priorities are set up in the user’s Reminder Preferences.

Team The team assigned to the task.

Current Time Offset The number of minutes between the time at which the action is executed
and the time at which the action is recorded. This is useful if users are
working in a different time zone to the current time zone.

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Create Document for Group

Use Create Document for Group to prompt the user to select a group and carry out a mail merge as part of
the workflow process. You typically use this action with rules associated with wave items in the Campaign
Management module. For example, this action allows the user or campaign manager to set up and send a
mail shot to a list of prospects.

The table below describes Create Document for Group fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Value The name of the document to be merged. If you leave this blank, the user
can select a template when performing the merge.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Get Group From A prefiltered list of groups to choose from. For example, WaIt_Groups
displays only those groups linked to the current Campaign Wave Item.

Exclude Previous Recipients Displays the Exclude Previous Recipients checkbox on the workflow
progress screen. If the user selects this checkbox, the new document is
created only for people who meet the group criteria and who've not yet
received the mail.

Export Group to File

Use Export Group to File to prompt the user to select a group and export it to a CSV file or delimited text file
as part of the workflow process.

The table below describes Export Group to File fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Value A prefiltered list of groups. For example, WaIt_Groups displays only

those groups linked to the current Campaign Wave Item.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

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 Field Description

Label for new task The label that's attached to the task. You can use it in JavaScript
conditions on future workflow rules to test the values of fields on the
wave item or related entity.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Exclude Previous Recipients Displays the Exclude Previous Recipients checkbox on the workflow
progress screen. If the user selects this checkbox, the exported group
contains only those records that meet the group criteria and who've not
yet been exported.

Create Outbound Call List

Use Create Outbound Call List to prompt the user to create an outbound call list as part of a workflow
process.

The table below describes Create Outbound Call List fields on the Workflow Action Details screen.

Field Description

Type The action to be performed.

Group ID field name A prefiltered list of groups to choose from. For example, WaIt_Groups
displays only those groups linked to the current Campaign Wave Item.

Attribute The attribute of the button on the screen.

Select Hidden to automatically execute the action with predefined values

without displaying it to the user.

Label for new task The label that's attached to the outbound call list. You can use it in
JavaScript conditions on future workflow rules to test the values of fields
on the wave item or related entity.

Order The order of the field on the screen for this workflow rule. Set the order
of a field to move it to a different position on the screen and use New
Line to move the field to a different line.

Exclude Previous Recipients Displays the Exclude Previous Recipients checkbox on the workflow
progress screen. If the user selects this checkbox, a call list is created
only for people who meet the group criteria and who've not yet been
called.

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Configuring workflow and escalation rule behavior
In a standard Sage CRM installation, workflow is activated for cases, solutions, opportunities, and leads by
default. There are predefined workflows for these entities and workflow action buttons are displayed
onscreen to the user. If you deactivate workflow for an entity, the workflow action buttons are no longer
displayed.

You can manually activate workflow for campaigns, companies, and people, and then define your own
workflows for these entities. You can also define workflows for a custom entity if you enabled workflow when
you built the custom entity.

In addition to the standard opportunity workflow, there's a ready-to-use Quick Sale Workflow that's
designed for products that don’t require a complex sales cycle and can be sold in a few steps. You must
activate the Quick Sale Workflow if you want to use it. For more information, see Editing a workflow.

Note: The status area on the summary screens for cases, solutions, opportunities, and leads is part of
workflow. To update the status fields in this area, a user must progress the record through the workflow.
If you deactivate workflow for these entities, a Progress button is displayed rather than the workflow
actions, and a user can enter values in the status area.

If you're using escalation rules in your workflows or outside workflow, you must configure escalation
settings. For more information, see About quick notifications and escalation rules.

You activate and deactivate workflow for specific entities and configure escalation settings as follows:

1. Click <My Profile> | Administration | Advanced Customization | Workflow & Escalation

Configuration.
2. Click Change.
3. Complete the Workflow and escalation settings. Ensure you select Yes for the entities that you want
to activate workflow on.
4. Click Save. Workflow is now activated for the entities you selected above. You can create your
workflows for these entities. For more information, see Building a workflow.

Workflow and escalation settings

The table below describes the fields on the Workflow & Escalation Configuration screen.

Field Description

Workflow for cases Activates workflow for cases.

Workflow for solutions Activates workflow for solutions.

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Field Description

Workflow for opportunities Activates workflow for opportunities. In addition to the standard
opportunity workflow, there's a ready-to-use Quick Sale Workflow that's
designed for products that don’t require a complex sales cycle and can
be sold in a few steps. You must activate the Quick Sale Workflow to use
it. For more information, see Editing a workflow.

Workflow for leads Activates workflow for leads.

Workflow for campaigns Activates workflow for campaigns. Sample campaign, wave, and wave
item workflow names are prefixed with "Sage".

Workflow for companies Activates workflow for companies. Sage CRM does not include a
sample workflow for companies so you must create your own workflow.

Workflow for people Activates workflow for people. Sage CRM does not include a sample
workflow for people so you must create your own workflow.

Escalation When set to Yes:

l All escalation rules within workflow are activated.

l All escalation rules outside workflow, including the default
escalation rules supplied with Sage CRM, are activated.
l The Reminder field on the Enter New Task and Enter New
Appointment screens is enabled.
l Quick notifications are enabled. For more information, see About
quick notifications and escalation rules.
l Escalation rules in <My Profile> | Administration | Timings |
Service Level Agreements are activated.

When escalation rules are activated, you must still enable each rule
individually. For more information, see About quick notifications and
escalation rules.

Notify interval (sec) If you're not using the CRM Escalation Service, this is the minimum
interval (in seconds) between the server polling clients for notification
reminders or escalation rules.

If you are using the CRM Escalation Service, the minimum interval
between polling is 5 minutes (300 seconds) by default.
The value set in Interval on an individual rule overwrites the value set in
Notify interval.

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Field Description

Notification display count The number of notifications displayed onscreen at any one time. If you
set Notification display count to 20 and a user has 100 notifications, the
number beside the Notifications icon on the top bar is 100. When the
user clicks the icon, 20 notifications are displayed. When the user clicks
Close All, the next 20 are displayed.

Escalation engine tuned for System Performance: Notifications are processed at the polling rate set
in Notify interval.

Immediate Delivery: The notification is processed when the

communication, or associated entity record, is created or edited, and
every time the system polls at the polling rate set in Notify interval.

Notify Email name The name that appears on a notification email. For example, when an
unsolved case is escalated and an email is sent to the team leader as
part of a case workflow, this is the name in the From field of the email.
For more information, see Send Email.

If Notify email name and Notify email address are blank and the
Escalation Service is disabled, the email address of the current user is
used.

When the Escalation Service is enabled, the email address of the current
user is not applicable and you must enter a value in Notify email name
and Notify email address.

Notify Email address The valid email account that's used to send notification emails. For more
information, see Send Email.

If Notify email name and Notify email address are blank and the
Escalation Service is disabled, the email address of the current user is
used.

When the Escalation Service is enabled, the email address of the current
user is not applicable and you must enter a value in Notify email name
and Notify email address.

Default targets for high The targets to which high priority reminder messages are sent. Options
priority reminder messages are desktop email, mobile email, and SMS.

Default targets for normal The targets to which normal priority reminder messages are sent.
priority reminder messages Options are desktop email, mobile email, and SMS.

Default targets for low priority The targets to which low priority reminder messages are sent. Options
reminder messages are desktop email, mobile email, and SMS.

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Field Description

Maximum SLA Actions The number of action fields that are available when setting up SLAs.
This number typically corresponds to the number of stages in the Cases
workflow. The default value is 5.

Use Escalation Service Yes: The CRM Escalation Service runs escalation rules even when no
user is logged on to Sage CRM. This is a Windows service that you turn
on in Control Panel | Administrative Tools | Services.

No: The Web server runs escalation rules but only when a user is logged
on to Sage CRM.

For more information about the Escalation Service, see About quick
notifications and escalation rules.

Building a workflow
l Creating a workflow
l Editing a workflow
l Creating a workflow state
l Creating a workflow rule
l Adding states and rules to a workflow
l Deleting a workflow

Creating a workflow
1. Click <My Profile> | Administration | Advanced Customization | Workflow.
2. Click New Workflow.
3. Enter a description.
4. Leave Enabled unchecked. You can't edit a workflow that's enabled.
5. Click Save. The workflow design page displays one default entry state from which you can build
your workflow tree.
6. Click New State to add a state to the workflow. For more information, see Creating a workflow
state.
7. Click New Rule to add a rule to the workflow. For more information, see Creating a workflow rule.
8. You can add states and rules to the workflow now or later. For more information, see Adding states
and rules to a workflow.

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 9. Click Preview List to see a script preview of the workflow. You can use this script to create a
component. Preview List is displayed only if you have the Extensibility Module. For more
information, see the Developer Help on the Sage CRM Help Center.
10. Click Cancel to return to the workflow design screen. The new workflow is displayed in the list of
workflows.

Note: You should fully test workflows in a test environment before you enable workflows on your
production system.

Editing a workflow
1. Click <My Profile> | Administration | Advanced Customization | Workflow.
2. Click the workflow you want to edit.
3. If the workflow is enabled, click Edit Workflow. This disables the workflow so you can edit it.
4. To change the workflow description, click Change Workflow.
a. Enter the new description.
b. Ensure Enabled is unchecked. You can't edit a workflow that's enabled.
c. Click Save.
5. To delete a state or rule from the Available States palette or a rule from the Available Rules
palette, click the state or rule in the palette. You cannot delete a state or rule that's used in a
workflow tree.
a. Click Delete.
b. Click Confirm Delete.
c. Click Save.
6. Drag new states and rules onto the tree. For more information, see Adding states and rules to a
workflow.
7. To remove a state or rule from the workflow tree, click the state or rule in the workflow tree and drag
and drop it onto the dustbin icon. When you remove a state or rule, all states and rules hanging from
it are also removed. Click OK.
8. Click Save to save any changes you've made.
9. Click Activate Workflowto activate the workflow. You should fully test all workflows on a Sage CRM
test installation before you enable them on your production system.
10. Click Cancel to return to the workflow list.

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Creating a workflow state
1. Click <My Profile> | Administration | Advanced Customization | Workflow.
2. Click the workflow to which you want to add the new state.
3. Click New State.
4. Enter a state name and a short description.
5. To specify that this is an entry state into the workflow, select Entry State. For more information, see
Workflow states.
6. Click Save. The new state is displayed on the Available States palette.
7. Continue to add states for this workflow and then click Save.

Creating a workflow rule

1. Click <My Profile> | Administration | Advanced Customization | Workflow.
2. Click the workflow to which you want to add the rule.
3. Click New Rule.
4. To clone an existing rule, ensure the rule is available for cloning. For more information, see Making a
workflow rule available for cloning.
a. Select the rule from Clone an existing rule.
b. If you want to use the rule actions, select Yes from Choose to clone the actions
associated with the Rule.
c. Enter a Rule Name.
d. Select Rule Enabled.
e. Click Save.
5. To create a completely new rule, complete the Workflow rule fields and click Save. Ensure the rule
is enabled.

Note: If all workflow actions in your rule are marked as hidden, the rule moves to the next state
without displaying the tracking notes option.

6. To add actions to the rule, click the rule in the Available Rules palette. If you add actions to a
workflow rule that uses a .NET DLL or ASP page, the actions are not executed. The .NET method
or ASP page is executed instead.
a. Scroll to the end of the screen and click New.
b. Click the action you want to add. Not all workflow actions are compatible with each workflow
rule. For a list of actions that work with each rule type, see Workflow actions.

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 c. Complete the action fields. For more information, see the relevant action in Workflow
actions.
d. Click Save. The action is listed in the Workflow Actions for this Rule table.
7. Click Save to return to the workflow tree and add the rule to a workflow. For more information, see
Adding states and rules to a workflow.

Making a workflow rule available for cloning

1. Click <My Profile> | Administration | Advanced Customization | Workflow.

2. Click the workflow that contains the rule you want to clone.
3. Click the rule in the Available Rules palette.
4. Select Available For Cloning
5. Click Save.

Workflow rule fields

Tip: You can set workflow conditions using the Restricted to Team, JavaScript Condition, and Trigger
SQL Clause fields on a rule, and by adding JavaScript to the Create Script, OnChange Script, and
Validate Script fields on some actions. You can also use field security to set access right to individual
fields on a screen. For more information, see Adding security types for a field.

Field Description

Clone an existing rule The existing rule that the new rule is based on.

Clone the actions associated Clones the actions of the existing rule selected in Cone an existing rule.
with the Rule

Table or view Table:The entity table that's checked to see if the rule conditions are
met.

View: The table view that's checked to see if the rule conditions are met.

Views let you customize the set of fields within the JavaScript condition.
There may be significant performance improvements if you use a view
that includes only relevant records rather than performing a whole table
scan. If you select View, ensure the correct entity is displayed in Table.

A workflow update action occurs only on the table on which the workflow
is based. To update multiple tables at once, use an ASP page or an
Execute SQL workflow action.

Rule Name The name of the new rule.

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Field Description

Available for Cloning Includes the new rule in the Available for Cloning list so you can base
other rules on this rule and its associated actions.

Rule Enabled Enables the rule. You must enable the rule if you want to add it to a
workflow.

Type The type of workflow rule. For more information, see Workflow rules.

Alternative Image for Rule The image that's displayed in the UI if this rule is visible to the end user.
The default image is a small green bullet (WORKFLOWDEFAULT.GIF)
followed by the rule name.

To add a new GIF, ensure it's saved in ...WWWRoot\Themes\Img\

[theme name]\Buttons in the Sage CRM install and select it from this
drop-down.

Restricted to Team Restricts the rule to users who belong to this primary team. This is the
most simple way of limiting access to the rule. To restrict the rule to
members of two teams, or to create more complex restrictions, use
JavaScript in Javascript condition.

Order The order in which the field appears on screen when progressing a
workflow rule.

Interval The interval (in minutes) at which the rule runs. You can use this field to
fire rules repeatedly within a certain time frame. For example, for high
priority cases you could specify that a reminder email is sent between
7am and 9am every day to the assigned user.

If a specific rule takes longer to fire than other rules, it's a good idea to
specify a value in this field.

This value overwrites the value in Notify Interval in Workflow &

Escalation Configuration.

For more information, see Workflow and escalation settings.

.NET Calls a .NET assembly and displays the Method Name field. Enter the .
NET DLL name in Custom File Name and the method in Method
Name. Use a DLL to execute custom business logic. If you add actions
to a workflow rule that uses a .NET DLL, the actions are not executed.
The .NET method is executed instead. You cannot link a .NET DLL to an
escalation rule.

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Field Description

Custom File Name The name of the custom file that's linked to the new rule. The custom file
must be saved in the CustomPages subdirectory of your Sage CRM
install.
If you add workflow actions to a workflow rule that uses a .NET DLL or
ASP page, the workflow actions are not executed. The .NET method or
ASP page is executed instead.
You cannot link a .NET DLL or ASP page to an escalation rule.

Method Name The name of the .NET method that's called. If you add actions to a
workflow rule that uses a .NET DLL, the actions are not executed. The
.NET method is executed instead.

You cannot link a .NET DLL to an escalation rule.

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Field Description

Javascript condition The JavaScript condition that determines if the workflow button for the
rule is displayed. The workflow button is hidden when the condition is
false, and is displayed when the condition is true.

Rule actions occur only when this JavaScript condition is met. You can
use # codes in JavaScript conditions. For more information, see Using
the ## and # symbols.
For example, you can specify that a specific person must approve a
quote, or that an opportunity forecast must be above $10,000 to
progress from a lead to a qualified prospect.
JavaScript conditions can reference fields from any entity created by the
workflow using one of the following actions with a label:

l Create Task
l Create Opportunity
l Create Case
l Create Solution
l Create Lead

For example, you can set up a rule using Create Task with Attribute set
to Hidden that creates a communication with a label. Then you can
create a JavaScript condition that references the communication label
and executes only when the field value is Complete.
The following JavaScript condition limits access to the workflow button to
the Support team (ID 1) and Operations team (ID 5). These IDs are
taken from the Channel table in the demo data.
var intTeamID = CurrentUser.user_primarychannelid;
if (intTeamID == 1 || intTeamID == 5)
{Valid = true;}
else
{Valid = false;}

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 Field Description

Trigger SQL Clause A condition in the form of an SQL WHERE clause. Escalation rule
actions occur only when the condition is met. The WHERE term is
assumed so you don't need to add it to this field. You can use # codes
within SQL trigger clauses conditions. For more information, see Using
the ## and # symbols.

When you create a notification rule, the user must be able to dismiss and
snooze the notification. The WHERE clause must include ‘ and xxxx_
datetimefield < #T’, and the action must use the same ‘xxxx_
datetimefield’ name. When the user dismisses the notification, the field
specified in the action is set to null. When the user snoozes the
notification, the field specified in the action is set to the current time plus
the number of snooze minutes.

When you create an email rule, you must include a stop clause so the
email is sent only once.
Add a field to the table to flag if the email has been sent. The
WHERE clause must include ‘and xxxx_emailsent = null’. In addition to
the email action, add a field action to Set Column Value that sets xxxx_
emailsent to Y.
For more information, see Trigger clause examples.

JavaScript condition examples

The predefined workflows for cases, solutions, opportunities, and leads contain examples of Javascript
conditions.

Entity name Rule name Example script

Opportunity Reassign Valid = (oppo_stage != 'Closed');

Cases Reassign Valid = ((case_stage!='Closed') &&

(case_stage != 'Logged') && (case_
stage!='Investigating'));

Lead Reassign Lead Valid=(lead_status == 'In Progress');

Lead Edit Lead Valid=(lead_status == 'In Progress');

You can directly reference the fields of the workflowed record and return the field value. You cannot directly
reference the fields of other records that are in context of the workflowed record. Instead, you can use
CRM.GetContextInfo() to reference these fields and get data that's in context of the workflowed record.

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You can use these techniques on custom entities to reference the fields of the workflowed record and return
the field value.

The following is an example JavaScript condition on a custom entity called Project:

if (proj_stage!='Planning')
{
Valid =false;
}

The following is an example JavaScript condition on a custom entity called Project that's a child of Company:
if (proj_stage == 'Planning' && CRM.GetContextInfo("company","comp_
type")=='Customer') {
Valid = false;
}
else
{
Valid = true;
}

Using the ## and # symbols

You can use ## symbols in workflow actions to add information from the related entity or the user table.

l You can use ## symbols in the JavaScript Conditions of primary, transition, conditional, and global
rules, and the Trigger SQL Clause of escalation rules to define conditions. When you use ##
symbols in a condition or statement, actual database values are substituted when the metadata is
parsed. For example, the following SQL statement compares the actual Campaign Wave Activity ID
with the value in a Communications Wave Activity field.
Update Communication set Comm_
Deleted=1 where Comm_
WaveItemId=#WaIt_WaveItemId#

l If you use ## symbols in the body of an email, SMS, onscreen message, or notification, the
translations are used.
l You can use the # symbol before certain letters to run internal function calls that return a concrete
value. For example, the following script uses #T and #U to compare the current time and user with
the values of fields containing escalation information.
Escl_DateTime<#T And Escl_
UserID=#U AND Upper(RTRIM
(comm_status))=N'PENDING'

Code Returned value

#U Current logged on user as an ID.

#L Current logged on user as a string.

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 Code Returned value

#C Current logged on team as an ID.

#D Current logged on team as a string.

#T Current time.

#R Recent list information.

#O Current opportunity ID.

Adding states and rules to a workflow

1. Click <My Profile> | Administration | Advanced Customization | Workflow.
2. Click the workflow to which you want to add the states and rules. Ensure the workflow is not
enabled. For more information, see Editing a workflow.
3. Drag and drop states from the Available States palette onto the lower drop circle of the rules to
build the workflow tree. For example, Lead, Prospect, Quoted, Negotiation, Contract, Closed.
l If the state you need doesn't already exist, click New State to create it. For more
information, see Creating a workflow state.
l The first state follows on from the Start state and a transition rule is automatically created to
link the two states. The name of the transition rule is [name of the source state] to [name of
the destination state].
l If you drop the same state onto the tree more than once, the state icon changes to indicate a
duplicate state. If you hover over one occurrence of the state, the duplicate states are
highlighted.
4. To turn a transition rule into a different type of rule, click the rule, update the Workflow rule fields and
click Save.
5. Drag a rule from the Available Rules palette onto the lower drop circle of the first state.
l If the rule you need doesn't already exist, click New Rule to create it. For more information, see
Creating a workflow rule.
l When you drop a conditional rule onto a state, the list of rule actions is divided in two. The
actions on the left are executed when the condition is True and the actions on the right are
executed when the condition is False. It's a good idea to add a Show Message on Screen
action to the list of False actions, to tell the user why the workflow isn't progressing to the next
state.
l You can drop more than one transition rule onto a state to let the user determine which rule is
applied to the record.

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 l You can drop enabled rules only. You enable a rule in the Workflow rule fields.
l You must ensure that all rules on the workflow lead to a valid state.
6. Click Save to save the workflow tree.
7. Click Activate Workflow to activate the workflow. You should fully test all workflows on a Sage
CRM test installation before you enable them on your production system.

Deleting a workflow
1. Click <My Profile> | Administration | Advanced Customization | Workflow.
2. Click the workflow you want to delete.
3. Click Delete.
4. Click Confirm Delete.
5. Click Continue to return to the workflow design screen.

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Quick notifications and escalation rules
l About quick notifications and escalation rules
l Creating a quick notification
l Working with predefined escalation rules
l Enabling an escalation rule
l Creating an escalation rule

About quick notifications and escalation rules

You can set up quick notifications and escalation rules to ensure that users never miss important
information.

For example, a sales manager could use quick notifications and escalation rules configured for each sales
representative based on their targets and dates. The manager could identify leads that must be followed up
within one week to meet KPIs and generate automatic reminders for their sales reps to follow up with these
leads.

A customer service manager might use onscreen notifications to share product information such as special
offers and release dates, or to share critical real-time data so the team can be pro-active about resolving
cases and identifying upsell opportunities.

Differences between quick notifications and escalation rules

You define quick notifications on the Notifications tab of a main entity. A quick notification can contain up to
five conditions and is used outside the context of workflow. If some or all of the conditions are satisfied, a
notification message is displayed onscreen or sent by email. Quick notifications are simple and quick to
define and don't require knowledge of SQL. Instead, you define the WHERE clause using simple UI tools.
When you save a quick notification, all necessary records are automatically created in the database
workflow tables. Quick notifications are user based.

Escalation rules are usually more complex than quick notifications and can be used in a workflow or outside
the context of workflow. In general, you use an escalation rule to create a notification that contains more
than five conditions or contains a complex trigger SQL clause. If some or all of the conditions are satisfied or
the clause is triggered, a notification message is displayed onscreen or sent by email, values are updated, or
SQL is executed. If an escalation rule is included in a workflow, it's applied only to records in the correct
state. Escalation rules are time based.

The conditions in quick notifications and escalation rules are expressed using SQL. They are governed by
the same escalation mechanism and their behavior is logged in the escalation log and SQL log.

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Setting up quick notifications

Task Help

For quick notifications to work, you must enable Workflow & Workflow and escalation settings
Escalation Configuration | Escalation. This setting also
enables the Reminder field for new tasks and appointments.

You can specify how many quick notifications are displayed Workflow and escalation settings
on screen at once.

Create a quick notification and specify what happens when Creating a quick notification
the conditions of the rule are met.

Setting up escalation rules

Task Help

To use the Escalation service to run escalation rules, you Workflow and escalation settings
must first turn the service on in Control Panel |
Administrative Tools | Services and then enable the service
in Workflow & Escalation Configuration | Use Escalation
Service.

For escalation rules to work, you must enable Escalation in Workflow and escalation settings
Workflow & Escalation Configuration | Escalation.

When escalation rules are activated, you must enable each Enabling an escalation rule
rule individually.

You can specify how often new escalations are triggered and Workflow and escalation settings
how many notifications are displayed on screen at once.

Predefined escalation rules display onscreen notifications to Working with predefined escalation rules
the system administrator but you can configure then to send
the information to a different user.

You can define a new escalation rule outside the context of Creating an escalation rule
workflow.

You can create escalation rules and use the escalation table Introduction to view customization
for custom entities. To do this, you must manage the data in
the escalation table with table level scripts and build a custom Table and entity level scripts in the
view based on existing escalation rules. For example, you Developer Help
could use a PostInsertRecord() event function to insert a
record into the escalation table.

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Creating a quick notification
1. Click <My Profile> | Administration | Advanced Customization | Workflow & Escalation
Configuration.
2. Ensure Escalation is set to Yes.
3. Click <My Profile> | Administration | Customization | Primary Entity | <Entity>.
4. Click the Notifications tab.
l To display the notification on screen, click New On Screen Notification. The message is
displayed for the specified user when the conditions you add to the rule are satisfied.
l To send the notification by email, click New Email Notify. An email is sent to the user you
specify when the conditions you add to the rule are satisfied.
5. Complete the Notifications fields.
6. Click Save.

Quick notification fields

Field Description

Notification Name The name of the notification rule.

Enabled Enables the rule.

And / Or All And: The notification is created only when all the specified conditions are
met.

Or: The notification is created when one of the specified conditions is

met.

Field The field (database column) on which the condition script is executed.

Condition The operator that's used in the condition script.

Value The value of Field that's used in the condition script.

Choose Field to insert into Click a merge field to include it in the notification message.
the Notification

Notify User The user who is notified when the conditions are met.

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 Field Description

Notification Message The notification text that's displayed to the user. This is a required field.
You can insert merge fields from Choose Field to insert into the
Notification. You can format the message using HTML tags such as
<br> to force new lines, or <b> and <strong>.

Template The email template used for email notifications. Templates usually
contain standard content and field codes.

From The email address from which the email notification is sent.

If you leave this field blank, the name and email address in Notify email
name and Notify email address are used. For more information, see
Workflow and escalation settings.

Reply to The email address to which replies are sent. This field is available only if
you have permission to send emails from other accounts.

To The email recipients. To add a recipient to the To, CC, or BCC fields,
select the recipient in the search box on the right side of the screen and
click the green left arrow beside the To, CC, or BCC field. You can add
only one recipient at a time.

CC The recipients who receive a copy of the email.

BCC The recipients who receive a blank carbon copy of the email.

Subject The email subject.

Choose Field to insert into Click a merge field to include it in the email message.
the Email

Email message The email text that's displayed to the user. This is a required field. You
can insert merge fields from Choose Field to insert into the Email. You
can format the message using HTML tags such as <br> to force new
lines, or <b> and <strong>.

Working with predefined escalation rules

Predefined escalation rules display onscreen notifications to users. For example, the Communication
Reminder escalation rule sends an onscreen reminder to users associated with a task or meeting that the
event will occur soon. For more information, see Predefined escalation rules. By default, the notifications are
sent to the current user but you can send the information to a different user. You need the user ID to do this.

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 1. To find a user ID, click <My Profile> | Administration | Users | Users.
2. Search for the relevant user and click the user link in the search results. The URL at the top of the
screen contains the user ID.
3. Click <My Profile> | Administration | Advanced Customization | Escalation.
4. Enter search criteria in the Filter fields. The following example finds all enabled escalation rules for
lost opportunities.
l Select Opportunity in Table Name.
l Enter Lost in Rule Name.
l Enter Y in Rule Enabled.
5. Click Filter.
6. Click the rule.
7. Add the user ID to the start and end of the SQL trigger clause. The following example sends the
information to a user with ID 5.
vNotificationOpportunity.User_rollupto = 5 AND vNotificationOpportunity.oppo_
opportunityid in (select WkIn_CurrentRecordId from dbo.WorkflowInstance where
WkIn_WorkflowId = 10 AND WkIn_CurrentStateId = 53 AND WkIn_CurrentEntityId =
10) AND ((Escl_EscalationId is NULL ) OR (Escl_WorkflowRuleId <> 10163) OR
((Escl_WorkFlowRuleId = 10163) AND Escl_Datetime < #T AND Escl_UserId = 5))

8. To use the rule, select Rule Enabled if it's not already selected.
9. Click Save.

Predefined escalation rules

Escalation rule Description

Quarterly Quota Remaining Notify a sales user at the end of each month about the percentage and
amount of their remaining quota for the quarter.

Daily Quota Remaining Notify a sales user daily about the percentage and amount of their
remaining quota for the month.

Pipeline Update Notify a sales user every two weeks about the value of their pipeline for
this quarter, compared to their forecast total for the quarter.

Opportunity Close Date Notify the assigned user of an opportunity that the opportunity close date
Approaching is in five days.

Unassigned Lead Notify sales managers when a new lead has been unassigned for more
than five days.

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Escalation rule Description

High Value Opportunity Won Notify sales team members and sales managers when a high value deal
is won. The system administrator can configure the high value
opportunity amount.

High Value Opportunity Notify sales managers and send them an email when a high value
Created opportunity is created. This uses Total Quote Value on the opportunity.
The system administrator can configure the high value opportunity
amount.

Quote Discount Value too Notify sales managers and send them an email when a quote line item
large discount exceeds 40%.

Unassigned Opportunity Notify sales managers when a new opportunity has been unassigned for
more than five days.

Lost Opportunities Notify the sales manager when a deal has been lost.

Order repricing notification Notify a sales user when the total of an order changes.

Quote repricing notification Notify a sales user when the total of a quote changes.

Order Synch error Notify a user when there's an error synchronizing an order with the BMS
notification application.

Quote Synch error Notify a user when there's an error synchronizing a quote with the BMS
notification application.

Account Synch error Notify a user when there's an error synchronizing an account with the
notification BMS application.

Exchange Integration Notify a user when the system administrator has enabled them to
Notification automatically synchronize with Microsoft Exchange.

Email Blast Failure Notice Notify a sales user when an E-marketing email blast is not successfully
sent.

Campaign Over Budget Notify a sales user when an E-marketing campaign has exceeded the
approved budget limit.

Campaign Close To Budget Notify a sales user when an E-marketing campaign exceeds 90% of the
approved budget limit.

Backup Failure Notice Notify a system administrator when a Sage CRM backup fails.

Backup Completed Notice Notify a system administrator when a Sage CRM backup successfully
completes.

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 Escalation rule Description

MailChimp audience upload Notify a user when a Sage CRM group of contacts is successfully
message uploaded to the MailChimp audience.

Communication Reminder Notify the assigned user of a communication task that the due date is
approaching.

Quote Expiry Notify the assigned user of a quote that the quote expiry date is in five
days.

Email Reminder Notify the assigned user of an email task that the due date is
approaching.

Enabling an escalation rule

When escalation rules are activated, you must still enable each rule individually.

1. Click My Profile> | Administration | Advanced Customization | Escalation.

2. Click the escalation rule.
3. Select Rule Enabled and click Save.

Creating an escalation rule

To create an escalation rule that's outside the context of workflow:

1. Configure escalation rule behavior. For more information, see Configuring workflow and escalation
rule behavior.
2. Click <My Profile> | Administration | Advanced Customization | Escalation.
3. Click New.
4. To clone an existing rule, ensure the rule is available for cloning. For more information, see Making
an escalation rule available for cloning.
a. Select the rule from Clone an existing rule.
b. If you want to use the rule actions, select Yes from Choose to clone the actions
associated with the Rule.
c. Enter a Rule Name.
d. Select Rule Enabled.
e. Click Save.
5. To create a completely new rule, complete the Escalation rule fields. Ensure the rule is enabled.

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 6. Click Save. The new escalation rule is displayed on the Escalation screen.
7. To add actions to the rule, click the rule link. If you add actions to a workflow rule that uses a .NET
DLL or ASP page, the actions are not executed. The .NET method or ASP page is executed
instead.
a. Scroll to the end of the screen and click New.
b. Click the action you want to add. For a list of actions that work with escalation rules, see
Workflow actions.
c. Complete the action fields. For more information, see the relevant action in Workflow
actions.
d. Click Save.
8. Continue to add actions and click Save when you are finished.

Escalation rule fields

Field Description

Clone an existing rule The existing rule that the new rule is based on.

Clone the actions associated Clones the actions of the existing rule selected in Cone an existing rule.
with the Rule

Table or view Table: The table that's checked to see if the rule conditions are met.

View: The table view that's checked to see if the rule conditions are met.
Views let you customize the set of fields within the JavaScript condition.
It's good practice to base escalation rules on views rather than tables to
reduce the number of records that are checked. If you select View,
ensure the correct entity is displayed in Table.

Rule Name The name of the new rule.

Available for Cloning Includes the new rule in the Available for Cloning list so you can base
other rules on this rule and its associated actions.

Rule Enabled Activates the rule.

Type A read only field that's set to Escalation Rule.

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Field Description

Alternative Image for Rule The image that's displayed in the UI if this rule is visible to the end user.
The default image is a small green bullet (WORKFLOWDEFAULT.GIF)
followed by the rule name.

To add a new GIF, ensure it's saved in ...WWWRoot\Themes\Img\

[theme name]\Buttons in the Sage CRM install and select it from this
drop-down.

Restricted to Team Restricts the rule to users who belong to this primary team.

Order The order in which the field appears on screen when progressing a
workflow rule.

Interval The interval (in minutes) at which the escalation rule runs. If a specific
escalation rule takes longer to fire than other rules, it's a good idea to
specify a value in this field. This value overwrites the value in Notify
Interval in Workflow & Escalation Configuration.

For more information, see Workflow and escalation settings.

.NET Not applicable to escalation rules.

Custom File Name Not applicable to escalation rules.

Method Name Not applicable to escalation rules.

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 Field Description

Trigger SQL Clause A condition in the form of an SQL WHERE clause. Rule actions occur
only when the condition is met. The WHERE term is assumed so you
don't need to add it to this field. You can use # codes within SQL trigger
clauses conditions. For more information, see Using the ## and #
symbols.

When you create a notification rule, the user must be able to dismiss and
snooze the notification. The WHERE clause must include ‘ and xxxx_
datetimefield < #T’, and the action must use the same ‘xxxx_
datetimefield’ name. When the user dismisses the notification, the field
specified in the action is set to null. When the user snoozes the
notification, the field specified in the action is set to the current time plus
the number of snooze minutes.

When you create an email rule, you must include a stop clause so the
email is sent only once.
Add a field to the table to flag if the email has been sent. The
WHERE clause must include ‘and xxxx_emailsent = null’. In addition to
the email action, add a field action to Set Column Value that sets xxxx_
emailsent to Y.

For more information, see Trigger clause examples.

Trigger clause examples

The following are examples of SQL that you can enter in Trigger SQL Clause.

l In the SQL below, #L indicates that notifications are used only if the user is DolanW.
CmLi_Comm_NotifyTime<#T AND
cmli_comm_userid=#U AND
Comm_Status='Pending' AND #L = 'DolanW'

l In the SQL below, #C indicates that the user is notified if team is their current team. It also checks
that team is null, as Team may not be a mandatory field.
CmLi_Comm_NotifyTime<#T
AND cmli_comm_userid=#U
AND Comm_Status='Pending'
AND Comm_ChannelID = #C OR Comm_ChannelID IS NULL)

l The SQL below specifies that the escalation rule runs only between 7am and 6pm, and does not run on
weekends.
(... existing SQL triggering clause) AND datepart(hour, current_timestamp)<'18'
AND datepart(hour, current_timestamp)>'7'
AND DATENAME(WEEKDAY, GETDATE()) <> 'Saturday'
AND DATENAME(WEEKDAY, GETDATE()) <> 'Sunday'

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 l The SQL below notifies a user if a record has been stuck at a certain stage for 14 days.
DATEDIFF(day,case_updateddate, getdate())>14
AND (case_stage=<1> OR case_stage=<2>) AND case_assigneduserid=#U

l The SQL below is taken from the Email Reminder escalation rule. It uses a stop clause (CmLi_
SMSMessageSent) to prevent the rule firing repeatedly. The email message is sent only when the
field is null. When the email is sent, the field is set to Y which prevents the rule firing again.
(CmLi_Comm_NotifyTime<#T)
AND(UPPER(RTRIM(Comm_Status))=UPPER(RTRIM(N'Pending')))
AND(CmLi_SMSMessageSent IS NULL)
AND(UPPER(RTRIM(Comm_SMSNotification))=UPPER(RTRIM(N'Y')))

Making an escalation rule available for cloning

1. Click <My Profile> | Administration | Advanced Customization | Escalation.
2. Click the rule that you want to clone.
3. Select Available For Cloning.
4. Click Save.

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Supported SQL tokens
In the Sage CRM user interface, you can use the following SQL tokens:

SQL token Description Supported for Supported for

escalation rules? quotes and orders?

#U Current user ID. Yes Yes

#L Current user logon name. Yes No

#T Current system date and time. Yes No

#C Team ID of the current user. Yes Yes

#D Team name of the current user. Yes No

#O Current opportunity ID. No Yes

#N Current version of order or quote. No Yes

When a token is supported for escalation rules, it can be used in the Trigger SQL Clause field.

When a token is supported for quotes and orders, it can be used in the Quote Format and Order Format
fields.

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Sage CRM 2020 R1 - System Administrator Guide Page 498 of 575
Mobile

l About Sage CRM mobile solutions

l Setting up Sage CRM mobile apps
l Setting up Sage CRM Mobile

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About Sage CRM mobile solutions
Sage CRM mobile solutions include applications (apps) and UI themes that let you work with Sage CRM on
a mobile device. For a list of features that are available in Sage CRM mobile solutions, see the Sage CRM
Mobile Feature Matrix on the Sage CRM Help Center.

Sage CRM mobile apps, developed for specific devices and operating systems, give you online and offline
access to Sage CRM by storing some Sage CRM data on your device.

The apps are:

l Sage CRM for iPhone

l Sage CRM for Android™ (smartphone)

Sage CRM Mobile allows you to work online using a web browser on any mobile device, such as a
smartphone or tablet. Each device has a string of text, called a user agent, that describes the device to Sage
CRM. The user agent contains the version of browser and operating system that's on the device. Sage
CRM interprets the user agent and based on mappings that you've set, it displays the associated UI theme
on the mobile device. A UI theme is like a style sheet that defines how Sage CRM appears on a particular
mobile device. There are two predefined themes. For more information, see Creating a new mobile theme.

l Smartphones and tablets map to the Sage CRM Mobile theme.

l IE mobile devices and Blackberries map to the Sage CRM Classic Mobile theme.

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Setting up Sage CRM mobile apps
l Prerequisites for using Sage CRM mobile apps
l Enabling a user for Sage CRM mobile apps
l Customizing screens for Sage CRM mobile apps

Prerequisites for using Sage CRM mobile apps

Sage CRM server

l Sage CRM with a valid mobile license key must be installed.

If a valid mobile license key is missing, Sage CRM displays a message that it's not licensed for
mobile.
l Mobile device access must be enabled for users who want to use Sage CRM mobile apps. For more
information, see Enabling a user for Sage CRM mobile apps.
l For iPhone and Android mobile apps, the person and opportunity screens should be customized as
required. For more information, see Customizing screens for Sage CRM Mobile.

Mobile devices

l Must run an operating system supported by Sage CRM.

For details, see the 2020 R1 Hardware and Software Requirements on the Sage CRM Help
Center.
l Must be connected to your corporate network or the Internet.
We recommend a strong wireless network connection for downloading large amounts of data to the
Sage CRM mobile app.

Enabling a user for Sage CRM mobile apps

1. In Sage CRM, click <My Profile> | Administration | Users | Users.
2. Enter the user's last name and click Find.
3. In search results, click the last name of the user you want to enable for mobile apps.
4. Click Change.
5. Set Mobile Device Access to True.

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 6. Set Allow Web Service Access to True.
7. Click Save.

Customizing screens for Sage CRM mobile apps

You can customize person and opportunity screens for Sage CRM mobile apps.

If you add too many fields to a small screen, it may look crowded and be difficult for users to work with.

1. Add new fields in Sage CRM:

a. Click <My Profile> | Administration | Customization | Person or Opportunity.
b. Click the Screens tab.
c. To add fields to the person summary screen, click PersonMobileExtra.
To add fields to the opportunity summary screen, click OpportunityMobileExtra.
d. Add the new fields and click Save.
2. Check the new fields in the mobile app:
a. Log on to the Sage CRM mobile app.
b. Tap Contacts or Opportunities.
c. Tap the person or opportunity record.
d. Tap the green arrow ( ) at the top of the screen to open the customized summary screen
and see the new fields.

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Setting up Sage CRM Mobile
l Prerequisites for Sage CRM Mobile
l URLs for accessing Sage CRM Mobile
l Enabling a user for Sage CRM Mobile
l Mapping a user agent
l Defining a user agent
l Creating a new mobile theme
l Customizing screens for Sage CRM Mobile
l Customizing a classic dashboard
l Making entities read-only
l Setting a default tablet view

Prerequisites for Sage CRM Mobile

Sage CRM server

l The license key you specify during Sage CRM installation must allow the use of Sage CRM Mobile.
l Configured access URLs for mobile users, so that they could access Sage CRM from inside and
outside your corporate network. Make sure the users know the URLs they need to use.
l Mobile device access must be enabled for users who want to use Sage CRM Mobile. For more
information, see Enabling a user for Sage CRM Mobile.
l User agents must be mapped to the appropriate UI themes (devices).
For more information, see Mapping a user agent.
l Screens for Sage CRM Mobile should be customized as required.
For more information, see Customizing screens for Sage CRM Mobile.
The Classic dashboard, if it's available, should be customized for improved viewing on mobile
devices.

If Classic Outlook Integration or Exchange Integration is configured in Sage CRM, updates are reflected in
the tasks, appointments, and contacts accessed using Sage CRM Mobile on most devices.

Mobile devices

Must be connected to your corporate network or the Internet.

Firewall

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If a firewall is used in your organization, ensure that it allows traffic directed to the Sage CRM server via the
Internet. For more information about server security, see the Installation and Upgrade Guide posted on the
Sage CRM Help Center.

URLs for accessing Sage CRM Mobile

Your network administrator must set up URLs for all mobile users so they can access Sage CRM Mobile
from inside or outside the corporate network.

l The URL for accessing Sage CRM from inside the corporate network is the same as the URL for
accessing Sage CRM from your desktop and is typically in the format http://yourserver/yourapp.
l The URL for accessing Sage CRM from outside the corporate network typically includes your
company’s IP address or domain name. The URL is normally in the format
http://companyipaddress/yourapp.

Enabling a user for Sage CRM Mobile

1. In Sage CRM, click <My Profile> | Administration | Users | Users.
2. Enter the user's last name and click Find.
3. In search results, click the last name of the user you want to enable for Sage CRM Mobile.
4. Click Change.
5. Set Mobile Device Access to True.
6. Click Save.

Mapping a user agent

In most cases, Sage CRM automatically maps each user agent to a UI theme.
However, if a user agent is not automatically mapped to a UI theme, you must configure the mapping
manually:

1. In Sage CRM, click <My Profile> | Administration | Advanced Customization | Devices.

2. Click View unassigned user agents.
3. Under User Agents, click the user agent you want to map.
4. Under Devices, click the device (UI theme) to which you want to map the user agent.
5. Click Save.

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Defining a user agent
If you want to map a new user agent that's not yet listed in Sage CRM, you must first define the user agent
and then map it to the most appropriate UI theme.

When a new device attempts to connect to Sage CRM, it sends its user agent and Sage CRM adds it to the
list of defined user agents if it isn't already included. But suppose you don't yet have the device; each of your
users will get one next month, and you need to configure Sage CRM in preparation. Because the device
can't send its user agent, you must obtain the user agent from the Internet and enter it into Sage CRM.

1. In Sage CRM, click <My Profile> | Administration | Advanced Customization | Devices.

2. Click the UI theme to which you want to map the user agent.
3. Enter the user agent in Type a new user agent, then click add.
4. Click Add. The user agent is mapped to the UI theme (device).

Creating a new mobile theme

In Sage CRM, there are two predefined Sage CRM mobile themes.
A mobile theme is called a device in the Sage CRM UI.

l Smartphones and tablets map to the Sage CRM Mobile theme.

l IE mobile devices and Blackberries map to the Sage CRM Classic Mobile theme.

You can create a new theme by modifying an existing theme (device). For example, you might want to
create an iOS theme and map all user agents for old versions of iOS to it.

1. In Sage CRM, click <My Profile> | Administration | Advanced Customization | Devices.

2. Click the theme (device) you want to modify.
3. Complete the following Device fields, and then click Save:

Field Description

Administrative Description Enter the theme description for system administrators.

User Description Enter the theme description to be displayed to the users in the Sage
CRM user interface.

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 Field Description

XSL File Name Enter the name of the Extensible Stylesheet Language (XSL)
transformation file that converts Sage CRM output to a format
compatible with the mobile device. For each device, a set of files is
created in a folder in the following location:
<Sage CRM installation folder>\WWWRoot\
Themes\XSL

Based On Device Specifies the existing theme (device) on which the new theme is based.

Use this list only if the device is not present in the Devices list located in
<My Profile> | Administration | Customization | <Entity> | Screens.

HTTP Accepts Specifies the unique markup language used by the target device.

HTTP Content Type Specifies the markup language used by Sage CRM to reply to the
device.

Supports HTML Frames Specifies whether the device supports HTML frames.

Device Image Extension Specifies the image file name extension to use with the device.

For example, .jpg, .gif, .png.

Device Code Page Specifies the character set to use with the device.

For example, shiftjs or UTF-8.

Device Max Rows Specifies the maximum number of rows that can appear in a grid.

Device CSS File Specifies the Cascading Style Sheets (CSS) file to associate with the
device.

Browser Type Specifies the browser type supported by the device.

HTML 4 delivers the normal desktop UI to the device. If you want Sage
CRM to assign a browser type, select Other.

Customizing screens for Sage CRM Mobile

You can customize mobile screens, lists, and tabs for Sage CRM Mobile. Ensure that the customized UI is
optimized for the smaller screen size of many mobile devices. If you add too many fields to a screen, it may
look crowded and be difficult for users to work with. Before you begin customizing, you must select the
correct device type.

The only supported actions on mobile are runtabgroup and runblock.

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The following example adds a Company ID field to link a communication with a company on Sage
CRM Mobile.

1. In Sage CRM, click <My Profile> | Administration | Customization | Communication.

2. Click the Screens tab.
3. From Devices, select the mobile theme.
4. In the Screen Caption column, click Custom Communication Detail Box.
5. From Field, select Comm_Link : Company and click Add.
6. Click Save.
7. Log in to Sage CRM using a mobile device and browse to New | Communication to see the new
field.

Customizing a classic dashboard

Note: Classic dashboards are available for upgrade customers only.

You can modify a classic dashboard for Sage CRM Mobile. For example, you might want to limit the content
available to mobile users. First, you must make a classic dashboard available to mobile users. You can then
create or modify a classic dashboard in the usual way.

To make a classic dashboard available to mobile users:

1. In Sage CRM, click My CRM | Dashboard | Go To The Classic Dashboard.

2. From Dashboard, select a classic dashboard.
3. Click Edit Dashboard Details.
4. Select Set As Mobile Dashboard and click Save.

You can make specific dashboard blocks available to mobile users on their classic dashboards. The
Extensibility Module is required for block customization.

To make a specific dashboard block available to mobile users:

1. In Sage CRM, click <My Profile> | Administration | Customization | <Entity> | Blocks.

2. In the Block Name column, click the block you want to enable for mobile users.
3. Select Available To Mobile and click Save.

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Making entities read-only
You can make companies, people, cases, opportunities and leads read-only on mobile devices. You might
do this if a workflow that's configured on the entity would be affected by an update from a mobile device.

1. Use a text editor such as Notepad to open this JavaScript file:

<Sage CRM Installation Folder>\WWWRoot\SmartPhone\sageiphone.js
2. Update the values in the Start Configurable Section. The accepted values are true or false.

/**************************************

* Start Configurable Section

/*************************************/

// set to false if you do not want users to be able to change opportunities

var updateOpportunities = true;

// set to false if you do not want users to be able to change cases

var updateCases = true;

// set to false if you do not want users to be able to change leads

var updateLeads = false;

// set to false if you do not want users to be able to change companies

var updateCompanies = true;

// set to false if you do not want users to be able to change people

var updatePeople = true;

/**************************************

* End Configurable Section

/*************************************/

Setting a default tablet view

There are two Sage CRM views available for a tablet:

l Tablet view. Displays Sage CRM optimized for iPad or Android Tablets with 10" or 7" screens.
l Desktop view. Displays the same look and feel as Sage CRM on Desktop. The Desktop view uses
the Sage CRM fully featured UI.

To display the Interactive Dashboard on a tablet, you must use the Desktop view.

You can set a default tablet view for specific users.

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 1. In Sage CRM, click <My Profile> | Administration | Users | Users.
2. Enter the user's last name and click Find.
3. In the Last Name column, click the user for whom you want to set a default tablet view.
4. Click the User Preferences tab.
5. Click Change.
6. Set Default Tablet Version to either Desktop Version or Tablet Version.
7. Click Save. The selected view is displayed the next time the user logs on to Sage CRM from a
tablet.

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CTI

l Getting started with CTI

l Installing CTI
l Enabling and configuring CTI
l Converting a text field to a phone number

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Getting started with CTI
l What is CTI?
l CTI network architecture
l Sage CRM CTI network integration
l Sage CRM CTI prerequisites
l Role of the telephony administrator

What is CTI?
Sage CRM CTI provides CTI-enabled users with telephony functionality from their desktops, via the Sage
CRM interface. Users can select any hyperlinked telephone number in the system to call that number, and
any incoming calls are matched with contacts in the Sage CRM system so that users can quickly view
contact details while they talk, or even before they take the call.

Sage CRM requires a TAPI driver on the client machine in order to communicate with the Telephony
Server. If you have a CSTA or TSAPI solution you will require a 3rd party TAPI client in order to integrate
with Sage CRM.

CTI network architecture

The following section provides an overview of a typical CTI network environment's technical infrastructure. It
also provides details of what hardware needs to be in place before the implementer goes on site.

The following are the main elements of a typical CTI network:

l A private PABX switch.

l A Telephony Server.
l A Telephony Network.
l A local area network (LAN) server.
l A LAN.

The PABX switch controls the events and messaging over the Telephony Network, and the LAN server
handles the day-to-day user-based network activities. The Telephony Server is a PC-based server that has
an interface to the PABX switch and an interface to the LAN. This is the bridge that integrates telephony
functionality with software on a LAN.

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Sage CRM CTI network integration
The following are additional elements in a Sage CRM CTI network:

l The Sage CRM CTI component installed on a server.

l The Sage CRM CTI browser plugin (this gets installed automatically).
l For TSAPI and CSTA CTI solutions, TAPI client software needs to be installed on all user machines
who will work with Sage CRM CTI because Sage CRM is compatible only with TSAPI and CSTA
systems that provide a TAPI driver. A TAPI driver must be present on the client machine in order for
integration with TSAPI and CSTA systems to work.

The Sage CRM Server interacts with the Sage CRM CTI browser plugin, which in turn interacts with the
Telephony Server. When Sage CRM CTI is enabled, every CTI enabled user of Sage CRM has access to
the Sage CRM CTI browser plugin. All inbound and outbound telephony activities are received or created by
this plugin. In addition, the Sage CRM CTI browser plugin calls the Sage CRM server for the screen pop-
ups, which present the caller ID and Sage CRM contact information to the user.

The diagram below illustrates how Sage CRM integrates with a typical CTI network.

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Sage CRM CTI prerequisites
Before an implementer goes on site, the following must be available to integrate Sage CRM with a CTI
network:

l A Private Automatic Branch Exchange (PABX) switch. All TAPI-compliant PABX switches are
compatible with Sage CRM.
l A Telephony Server that has been configured for all users who will use Sage CRM CTI. All the
following telephony servers are compatible with Sage CRM:
l TAPI
l TSAPI
l CSTA

Note: For TSAPI and CSTA CTI solutions, TAPI client software needs to be installed on all user
machines who will work with Sage CRM CTI because Sage CRM is compatible only with TSAPI
and CSTA systems that provide a TAPI driver. A TAPI driver must be present on the client
machine in order for integration with TSAPI and CSTA systems to work.

l Telephony Server Provider (TSP) software installed on the telephony server. Specific software
depends on the type of server.
l An operational CTI network that has been fully tested.
l Workstations configured for inclusion in the telephony network. For more details, see Enabling and
configuring CTI.
l A list that specifies the TN number (analogous to the IP associated with the user) and DN number
(user's extension number) for each Sage CRM user so that they can be enabled for CTI on the
Sage CRM server. See Role of the telephony administrator.
l A Sage CRM CTI license.

Role of the telephony administrator

The telephony administrator is the person who administers a company's Telephony Server and Switch. He
will also be responsible for ensuring that the CTI network is operational and has been fully tested before the
implementer begins installing Sage CRM CTI.

One important role of the telephony administrator is to set up telephony devices on the Telephony Server.
This involves configuring the Telephony Server to associate each user in the local network domain with a
particular telephone or telephony device. Each telephony device needs to be uniquely associated with a
local telephony IP address. Each user needs to be associated with this address and assigned a TN number.

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A user list that specifies TN and DN numbers for each user needs to be compiled and made available to the
Sage CRM implementer.

Note: If you have difficulty in identifying telephony device names for the users you want to enable for
CTI, consider using a tool such as ExceleTel to help you do this.

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Installing CTI
l Running the setup program
l Checking system telephone settings

Running the setup program

The installation process for Sage CRM CTI is almost identical to the installation process for a typical Sage
CRM installation. For instructions on installing Sage CRM, please refer to the Installation and Upgrade Help
. All of the screens and dialog boxes that display during the CTI installation are the same as the ones that
display during the Sage CRM installation, except the following one:

An additional screen is displayed after the Default Currency dialog box that prompts you for information on
the telephony network setup.

For example, let's say you are based in the US in Washington, DC. In addition, you typically dial "9" from
your work telephone to get an outside line.

To complete the CTI information fields:

1. Select the country that you are located in from the What Country / Region Are You In Now list, for
example, United States of America.
2. Type in your area or city code in the What Area Code (Or City Code) Are You In Now field, for
example, 202.
3. In the If You Dial A Number To Access An Outside Line What Is It field, type the number that
users typically dial to get an outside line, for example, 9.
4. Continue with the installation.

Once Sage CRM is installed, you can change the CTI settings specified during the installation. For more
information, see Configuring CTI.

Checking system telephone settings

Once Sage CRM CTI is installed, you need to make sure that the server machine telephone settings
correspond with the information you specified during the CTI install.

To check the telephone settings on the server machine:

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 1. Select Start | Control Panel, and navigate to the Phone and Modem Options option.
2. Highlight My Location and select the Edit button. The settings displayed on the Edit Location dialog
box should correspond with the settings you specified during the Sage CRM install. If they do not,
you can change them.
3. Depending on your location, you may need to specify (or verify) area code rules. To do this, select
the Area Code Rules tab on the Edit Location dialog box, and select the New or Edit button,
depending on whether you are specifying new rules or checking previously set up rules.
4. Select OK to close the Area Code dialog box and then OK to close the Edit Location dialog box.

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Enabling and configuring CTI
l Enabling CTI for a user
l Configuring CTI
l Making the telephony server accessible to users
l Checking user telephone settings

Enabling CTI for a user

1. Click <My Profile> | Administration | Users | Users.
2. Enter the last name of the user in Last Name and click Find.
3. Click the user hyperlink and click Change.
4. Select CTI Enabled.
5. Enter the device name for the user as defined on the Telephony Server in CTI Device Name. On
some systems (for example, Swyx PBX), you must enter the phone's IP address as the device
name.
6. Select the default screen that opens when the user clicks an inbound call hyperlink from CTI Call
Screen. For example, customer service users may need to see the New Case screen to log
customer service issues, while telesales operatives may need quick access to the New Lead screen
to record new leads.
7. Ensure the correct phone number and extension are entered in Phone and Ext.
8. Click Save.

Configuring CTI
1. Click <My Profile> | Administration | System | System Behavior.
2. Click Change.
3. Configure the CTI fields described below.
4. Click Save.

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 Field Description

CTI Plugin Class ID CTI plugin GUID. This GUID is always the same for the Sage CRM
plugin. If a user has developed their own plugin, they must change this
field to the GUID of their plugin.

CTI.cab Version CTI plugin version used by Sage CRM. If a user has developed their
own plugin, they must change this field to the cab name and version
number of their plugin.

External Dial Prefix The digit used in your organization to make a telephone call outside the
company (external call), for example, 9 or 0. The number will already
have been set up on the telephony server.

Default Country Code The international country code for the country you are located in.

Default Area Code The area or city code for the area or city you are located in.

Internal Number Length The number of digits in your organization's extension numbers. This is
set to 4 by default. This field enables Sage CRM to determine whether
an incoming or outbound call is an internal or external number.

Making the telephony server accessible to users

Once a user has been enabled for CTI, you need to ensure that the following command is run on the user's
desktop or laptop so that the telephony server is accessible:

TcmSetup /c <TelephonyServerName>

To run the command on the user's desktop or laptop:

1. Select Start | Run, and type cmd.

2. Type the command in the command prompt. If the server name is TelephoneServer for example,
type the following command:
TcmSetup /c TelephoneServer
3. Press Enter. The command is run, and a dialog box is displayed to inform you that the client was
successfully set up.
4. Select OK on the dialog box.

You need to repeat the above steps on each CTI-enabled user's machine.

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Checking user telephone settings
You need to make sure that the telephone settings on the user's computer correspond with the server
telephone settings. For more information, see Checking system telephone settings.

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Converting a text field to a phone
number
When a user has been enabled for Sage CRM CTI, all phone number values are displayed as hyperlinks for
the user. You can also create new phone number fields or convert a text field to a phone number that's
displayed as a hyperlink. CTI-enabled users can click the phone hyperlink to make outbound calls. Users
can enter phone numbers in Phone Number fields in any format. CTI ignores all non-numerical characters
and spaces when the user clicks the hyperlinked number to make a call.

1. Click <My Profile> | Administration | Customization | Primary Entities / Secondary Entities |

<Entity> | Fields.
2. Click the hyperlink of the field you want to convert.
3. Change Entry Type to Phone Number and enter the new caption and column names. For example,
Direct Dial to Main Contact.
4. Click Save.
5. Click the Screens tab.
6. Click the hyperlink of the screen you want the converted field to appear on. For example, the
Company Summary Screen.
7. Select the converted field from Field and click Add.
8. Click Update and then click Save.

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Sage CRM 2020 R1 - System Administrator Guide Page 521 of 575
Self Service

l Getting started with Self Service

l Self Service web site
l Self Service security
l Administering Self Service

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Getting started with Self Service
l Self Service prerequisites
l Installing Self Service
l Setting up Self Service

Self Service prerequisites

To run Sage CRM Self Service you need:

l Sage CRM installed on the same server with a valid Self Service license key.
l The same server software as for a typical Sage CRM installation. Refer to the System Administrator
Guide for more information.
l You may need to install the Extensibility Module, depending on the functionality you want to
implement on your web site. For more information, see Customizing Self Service web site.

Installing Self Service

During the Sage CRM installation you need to specify if you want to install a demo Self Service web site.
Select the Sample Self Service Support site check box to install the site and use it as a template for the
Sage CRM Self Service Web site. For more information on the demo Self Service Web site, see Planning
your Self Service web site.

When you install Sage CRM Self Service, the following takes place by default:

l A new database called CRMSelfService is created, which contains the Visitor table, an important
table for storing visitor details.
l A new option called Self Service becomes available on the Administration | System home page.
This enables you to configure Sage CRM for Self Service and to maintain Self Service visitor
information.
l A Self Service tab becomes available when you are in the Person and Company context. This
allows People and Companies in Sage CRM to be enabled for Self Service and lets you assign a
Self Service logon ID and password to them.

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Setting up Self Service
Once Self Service has been installed, there are a number of tasks that need to be carried out manually
before Sage CRM Self Service is fully functional. Steps include:

l Planning your Self Service web site.

l Configuring Self Service security.
l Configuring Self Service administration settings.

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Self Service web site
l Planning your Self Service web site
l Understanding basic Self Service architecture
l Customizing Self Service web site

Planning your 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 Self Service web site.
3. You may want to use the demo Self Service web site as a template to create your web site. You
selected the Sample Self Service Support Site check box during the Sage CRM installation.

The demo site is typically created in: %ProgramFiles(x86)%\Sage\CRM\CRMSelfServiceDemo

It is also available on the IIS Web server under Default Web Site.

Tip: We advise that a production system runs the Self Service web application under a secured web site
(not the Default Web Site).

It contains ASP pages that reference Sage CRM blocks, image files, and include 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.

Note: Before setting up a Self Service Web site, why not take a look at the Web to Lead feature in Sage
CRM. The Web to Lead feature allows you to include HTML on a customer web site that will allow users
of the customer Web site to create leads on the Sage CRM server. For more information on the Web to
Lead feature, see the System Administrator Help.

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Understanding basic Self Service architecture
Please read this topic before you start customizing the Self Service web site.

Accessing the Self Service web site

Registered Self Service users (that is, People or Companies registered in the Sage CRM system) can log
onto the Self Service site, view relevant information, and perform functions, such as reporting a problem or
requesting product information. An identifier in Sage CRM Self Service that enables access and rights on a
per user basis will authenticate them to perform functions. Visitor information is stored on the Self Service
database in the visitors table.

Ewaress.js file

The Sage CRM Self Service application server should be run remotely from the Sage CRM database
server. For example, a customer service case entered in the Sage CRM system can be viewed on the Self
Service web site. For more information, see the Installation and Upgrade Help on the Sage CRM Help
Center.

The eWaress.js file is the component behind this functionality. This file works in the same way as a typical
Sagecrm.js file, but it is also responsible for establishing the link between the Sage CRM database and the
Self Service database, thus ensuring that the databases can communicate with each other.

It is important to note that the eWaress.js file (rather than the Sagecrm.js file) is referenced in all Self Service
ASP pages. For more information on the Sagecrm.js and eWaress.js files, see the Developer Help on the
Sage CRM Help Center.

Customizing Self Service web site

The functionality available in the Self Service web site and the extent to which you can customize it depends
on whether you have the Extensibility Module.

Note: The Self Service web site is a series of HTML based web pages, so you can add any standard
HTML field types, for example, text entry fields, drop-down lists, and radio buttons. However, you will not
be able to add Sage CRM-specific field types, such as search select advanced fields.

Without the Extensibility Module

Without the Extensibility Module, you are limited to customizing a number of specific blocks. This may be
sufficient, depending on implementation requirements. The blocks are accessible from one of the following
locations in Sage CRM:

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 l Administration | Customization | <Entity> | Lists
l Administration | Customization | <Entity> | Screens

Please see the table below for a description of the Screen and List blocks you can customize without the
Extensibility Module. The table describes some of the blocks referenced in the Self Service demo web site.

Block name Block type Description

sscaselist List Object Displays a list of cases for

visitors.

sscaseentry Screen Object Enables visitors to register new

cases via the Web site.

ssopportunityentry Screen Object Enables visitors to create new

opportunities in Sage CRM, via
the Web site.

You customize Self Service screens and lists from Administration | Customization in the normal way. Please
refer to the Administrator Help for more information on screen and list customization.

Example: Linking Problem Details to the Case Summary page

You can customize the sscaselist so that the problem details link to the case summary on the Self Service
Web site. To do this: 

1. Click Administration | Customization | Cases | Lists .

2. Click the ssCaselist hyperlink.
3. Select Cases: Problem Details from the available Desktop HTML List Contents.
4. Select CaseProgress : Problem Details (case_problemnote) from Field.
5. Set the Hyperlink To field to Custom Jump.
6. Make sure the Custom File field is set to casedetail.asp and the Custom ID field is set to case_
caseid.
7. Click the Update button.
8. Click Save.

Note: The options Allow Order By, Order By Desc, and Default Order By are not allowed for columns.
They should be set to No or left blank.

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With the Extensibility Module
With the Extensibility Module, you can use the complete set of Sage CRM blocks to add extra functionality to
your Self Service web site.

You reference the blocks in ASP pages in the same way as you do within standard Sage CRM. One
difference, however, is that you reference the eWaress.js file (rather than the Sagecrm.js include file) on all
ASP pages.

Using the Sage CRM interface and ASP pages, you can create new blocks for Self Service or use existing
Sage CRM blocks and restrict them to show less information. You can set screens to be editable or read-
only, restricting what different users can do on the page. User passwords can be allocated at Person or
Company level. For more information about Sage CRM blocks, refer to the Developer Help on the Sage
CRM Help Center.

Typical functionality that you can add to the Self Service site using ASP pages includes:

l Enabling visitors to view product information via the web site.

l Enabling visitors to view their visitor profiles and edit them via the web site.
l Creating leads based on the information typed by the visitor.
l Contacting visitors directly by the customer service department.

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Self Service security
Sage CRM offers a number of security and access options at the application level:

l Server Level Security.  Sage CRM supports all industry server security standards, and there are a
number of methods available to secure the Self Service server.
l Hyper Text Transfer Protocol Secure (HTTPS) can be employed to secure data sessions with
client users. When an HTTPS session commences, the server sends its public key to the browser.
In turn, the browser uses this key to send a randomly generated key back to the server. As a result,
there is a secret key exchange for the session. When IIS uses HTTPS, Sage CRM is aware of this
and when the client attaches any documents to a form in Sage CRM it sends through the encrypted
sessions.
l A firewall can be used to restrict unauthorized access to the database. Firewalls are commonly
employed to give users secure access to the Internet and, at the same time, separate a company's
Web server from its internal network. Various types of firewall are available, including packet filter,
proxy server, NAT (network address translation), and firewalls that adhere to stateful inspection
technology standards.

Sage CRM Self Service can run behind a firewall in order to protect the server from malicious attacks and to
allow only certain types of interactions to take place. The Sage CRM Self Service server can be physically
separated from the Sage CRM server, and a firewall can be installed around the Sage CRM server. 

l Database Level Security.  Sage CRM Self Service users do not have direct access to the
database. The Sage CRM Self Service pages opened by the user send requests via IIS to the
eWare DLL to access the database.
l Network Security.  Sage CRM supports all industry standard network encryption protocols.

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Administering Self Service
l Self Service administration settings
l Modifying Visitor list
l Configuring Self Service
l Removing inactive visitors

Self Service administration settings

To access the Self Service administration settings in Sage CRM, click <My Profile> | Administration |
System | Self Service.

The page that opens contains the following tabs:

l Visitor List.  Allows you to view a list of registered and anonymous visitors and view and edit visitor
profiles. For more information, see Modifying Visitor list.
l Self Service Configuration.  Allows you to specify database connection settings. For more
information, see Configuring Self Service.
l Visitor Maintenance.  Allows you to remove inactive visitors to keep your Visitor list short. For more
information, see Removing inactive visitors.

Modifying Visitor list

The visitor list page lets you manage your visitor list, ensuring that it does not get too long or unmanageable.

1. Click the Visitor List tab. You can view a list of visitors to the Self Service web site.
2. To search for a particular visitor, end the visitor's last name.
3. To view and edit visitor details, click the visitor's name hyperlink. When you click the Person
hyperlink, the Person Summary page opens. You can view and edit visitor profiles. The type of
information that you can view depends on your Sage CRM implementation.

Configuring Self Service

The fields on the Self Service Configuration tab are set by default when you install Self Service. You might
need to change them if you make changes to the Sage CRM or Self Service database configurations.

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 1. Click <My Profile> | Administration | System | Self Service.
2. Click the Self Service Configuration tab.
3. Click Change and make your changes to the Self Service fields described below.
4. Click Save.

The table below describes the standard fields on the Self Service Configuration tab.

Field Description

Database Driver The type of driver on which the Self Service database sits.

Database Server The name of the server on which the Self Service database sits.

Database Name The name of the Self Service database.

Database User Name The ID of the user who will be used to connect to the Self Service
database.

Database Password The password of the user who will be used to connect to the Self Service
database.

Enterprise Database Driver The type of driver on which the Sage CRM database sits.

Enterprise Database Server The name of the server on which the Sage CRM database sits.

Enterprise Database Name The name of the Sage CRM database.

Enterprise User Name The ID of the user who will be used to connect to the Sage CRM
database.

Enterprise Password The password of the user who will be used connect to the Sage CRM
database.

Session Expires In (Hrs) How long the Self Service session lasts for until the user is logged out.

Removing inactive visitors

Suppose you want to remove all visitors who have not visited your Self Service web site in the past six
months from the Visitor list.

To remove visitors from the Visitor list:

1. Open the Visitor Maintenance tab.

2. Enter a value in Delete Visitors who have not visited in more than <value> months.

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 3. If you want to delete anonymous visitors only, select the Anonymous Visitors Only check box.
4. Click Delete. When prompted, confirm that you want to delete visitors.

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Troubleshooting

l System configuration
l Groups
l Email and documents
l System customization
l Mobile
l Installation

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System configuration
l Internet Explorer Clear button
l Viewing Quick Find logs
l Restarting the Quick Find service
l Reinstalling the Quick Find service
l Changing the Quick Find service port
l Rebuilding the Quick Find index
l Using Quick Find with a 64-bit JRE
l Restarting the CRM Indexer Service

Internet Explorer Clear button

When you view Sage CRM in Internet Explorer, the Clear ([X]) button on small input fields lets you clear the
field contents. The button is controlled by an IE pseudo-element and is displayed based on a combination of
the element width, font size, and padding. For more information about the -ms-clear pseudo-element, see
https://msdn.microsoft.com/en-us/library/windows/apps/hh465740.aspx.

Depending on the version of Sage CRM and Internet Explorer that you're using, the button might not
appear. You can use a Sage CRM CSS workaround to ensure the button always appears. This example
displays the Clear button on date picker time fields in Sage CRM when using the Color theme. Add this to
\CRM\WWWRoot\Themes\color1.css.

.EDIT.hasDatepicker {

font-family: Tahoma, Arial; font-size: 11px;

.EDIT[name$="_TIME"] {

font-family: Arial; font-size: 11px;

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Viewing Quick Find logs
The Quick Find log for a particular Sage CRM installation is called yyyymmddkeywordSearch.log and is
located in %ProgramFiles(x86)%\Sage\CRM\<CRM Instance Name>\Logs.

Quick Find service logs are located in \CRM\Services\Logs\QuickFind.

To set logging levels, modify the level for the keyWordSearch logger in log4j.xml in
\CRM\tomcat\webapps\crmj\WEB-INF\. The most useful settings are DEBUG and ERROR.

Restarting the Quick Find service

If an error occurs when you restart the Quick Find service from <My Profile> | Administration | System |
Quick Find, you can restart the service on the server using the Services Control Panel, or by running the
following commands from a command prompt:
net stop SageCMRQuickFindService

net start SageCRMQuickFindService

If you can restart the service from the Services Control Panel or the command prompt but not from Sage
CRM, the Sage CRM user account probably does not have the Start/Stop Windows Services permission, or
cannot access net.exe.

Note: Restarting the service does not rebuild the index.

Reinstalling the Quick Find service

To reinstall the Quick Find service, go to CRM\Services\QuickFind\bin and run SageCRMQuickFind-
install-svc.cmd as a user with local administrator rights. This removes the Windows service and recreates it
using settings in the .cmd file. The service starts when it's recreated.

Changing the Quick Find service port

You can change the port used by the Quick Find service if it's used by another application on the Sage CRM
web server.

By default, the Quick Find service listens on port 8983 on localhost. The Quick Find service is bound to
localhost so it does not respond to requests originating from a different Sage CRM web server. This is
necessary because the filtering of Quick Find results is carried out in another part of Sage CRM.

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To change the port:

1. In Management Studio, configure the port and hostname in the SolrEngineUrl entry on the
Custom_Sysparams table.
UPDATE Custom_SysParams SET Parm_Value =
N'http://<hostname>:<port>/solr/'
WHERE Parm_Name = N'SolrEngineUrl'
This entry contains a URL endpoint for the Quick Find service, such as
http://localhost:8983/solr/
Do not bind the Quick Find service to any IP address that's accessible remotely. On a multi-server
installation of Sage CRM, each CRM web server hosts its own instance of the Quick Find service.
2. In Sage CRM, click <My Profile> | Administration | System | Metadata.
l Select Refresh System Parameters.
l Click Execute Refresh.
3. Use Notepad to open the Quick Find service installer file:
\CRM\Services\QuickFind\bin\SageCRMQuickFind-install-svc.cmd. Configure the port and
other options and save your changes.
l The Quick Find port parameter is in the QUICKFIND_PORT parameter setting.
l The host / IP address is in the QUICKFIND_HOST parameter.
l It is strongly advised that you do not change the QUICKFIND_HOST variable from localhost to
a port accessible remotely from the Sage CRM web server.
4. Double-click SageCRMQuickFind-install-svc and run it as a local administrator. Alternatively, run
it as a local administrator from a command prompt. The Quick Find service is stopped, uninstalled,
and reinstalled with the new settings.
5. If you encounter an error starting the service, check the logs in \CRM\Services\Logs\QuickFind.

Rebuilding the Quick Find index

If the Quick Find index is corrupted, you can rebuild it by adding and removing an entity in <My Profile> |
Administration | System | Quick Find.

Warning: Rebuilding the full index can consume significant system resources if a large amount of data is
added to the index.

To manually rebuild the index:

1. Stop the Quick Find service using the following command:

net stop SageCRMQuickFindService

2. Delete the \CRM\QuickFind directory.

3. Clear the value for the SolrLastIndexScan entry in the Custom_Sysparams table.

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 4. Restart the Sage CRM Tomcat service, or refresh the system parameter and tables and columns
metadata in <My Profile> | Administration | System | Metadata.
5. Start the Quick Find service using the following command:
net start SageCRMQuickFindService

6. If the index is not rebuilt and \CRM\QuickFind is not recreated, do the following:
l Start the Quick Find service from the Services Control Panel. For more information, see
Restarting the Quick Find service.
l Check the keywordSearch.log in \CRM\Logs.
l Ensure the ServerNames value in the Custom_Sysparams table is correct. The Quick Find
service starts on the first server in the list.

Using Quick Find with a 64-bit JRE

Quick Find uses the 32-bit Java Runtime Environment (JRE) supplied with Sage CRM. This limits the RAM
available to the Quick Find service to approximately 1GB, which is sufficient for large Sage CRM databases
(multiple tens of gigabytes).

You can use 64-bit JRE with the Quick Find service so the service can index more data.

Warning: Change to a 64-bit JRE with caution and only if memory-related issues occur with the Quick
Find service.

1. Install a 64-bit Java 8 JRE on the Sage CRM web server or another machine.
2. Copy the contents of the JRE folder to a new folder called \CRM\Services\JRE\jre8x64. Ensure
the path to the x64 Java.exe is \CRM\Services\JRE\jre8x64\bin\java.exe.
3. Stop the Quick Find service if it's running.
4. Navigate to \CRM\Services\QuickFind\bin and make a copy of SageCRMQuickFind-install-
svc.cmd.
5. Open SageCRMQuickFind-install-svc.cmd in a text editor.
6. Change the following settings:
l PR_JAVA_HOME: Point this to the new JRE. For example, %CRM_SERVICES_
DIR%\JRE\jre8x64.
l QUICKFIND_JVM: There is no client mode for the x86 JRE. Point this to %PR_JAVA_
HOME%\bin\server\jvm.dll.
l ALLOCATED_MEM: The amount of memory to make available for the Quick Find service.

l SERVICE_EXE: Select a service executable from \CRM\Services\QuickFind\bin.

7. Save and close SageCRMQuickFind-install-svc.cmd.

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 8. Double-click SageCRMQuickFind-install-svc.cmd. A command prompt window opens and
displays the status of the Quick Find service. The service should start when you've completed these
steps.

Restarting the CRM Indexer Service

The CRM Indexer Service that's used for Keyword Search stops. A message is displayed stating that the
keyword search index has not been updated recently and the results may be incorrect.

1. Reset IIS.
2. Restart Sage CRM.
3. If the message persists, initialize the indexing service in one of the following ways:
l Put field-level security on any primary entity text field. For example, deny rights. You can
take the field-level security off the field immediately.
l Select a Keyword Search view. For example, vSearchListCompany. Unselect the
Keyword Search checkbox for the view and save. Then reselect the Keyword Search
checkbox and save again.
l Delete the FullText.ix folder from the Library. After a default interval of five minutes, the
indexer service starts to build a full index. You can specify the gap between incremental
indexes in <My Profile> | Administration | System | Keyword Search | Interval.

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Groups
l Exporting groups

Exporting groups
Issue Solution

An error occurs when exporting a group 1. Open the db.properties file in %ProgramFiles
to a text file (x86)%\Sage\CRM\<CRM Instance
Name>\tomcat\webapps\crmxxj\WEB-INF.
2. Locate the jdbc settings and ensure the server name
in the settings matches the CRM server name rather
than local host name.

A Services not available error is written 1. Disable the antivirus software or firewall.
to scrm.log when exporting a group.
2. Run the startup.bat file in %ProgramFiles
(x86)%\Sage\CRM\<CRM Instance
Name>\tomcat\bin.
3. If prompted, give Java or Tomcat permission to run.

A group is exported to a CSV file but the Ensure your browser doesn't block pop-up windows and
exported file doesn't automatically open ActiveX plugins.
or your browser doesn't prompt you to
open the file.

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Email and documents
l Email Management
l Formatting an email in Outlook
l Classic Outlook Integration
l Lite Outlook Integration
l Exchange Integration
l Mail merge
l MailChimp Integration

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Email Management
l Email Management not filing outbound emails
l Email Management creating two communications
l CDOSYS not sending emails out

Email Management not filing outbound emails

If you can send emails from Sage CRM but Email Management doesn't file them as communications (or
cases) in the Sage CRM database, do the following:

1. Ensure that you've configured the Mail Manager Filing Address and set a prefix in <My Profile> |
Administration | Email and Documents | Email Configuration.
2. Check that you've created an entry for the Email Management Filing Address in <My Profile> |
Administration | Email and Documents | Email Management Server Options.
3. To check that outbound email is sent to the Mail Manager Filing Address mailbox, disable Email
Management on this mailbox. To do this, open the Email Management Filing Address entry in Email
Management Server Options and deselect Enabled.
4. Send an email from Sage CRM and check the Mail Manager Filing Address mailbox for the email.
5. To re-enable Email Management on the mailbox, open the Email Management Filing Address entry
in Email Management Server Options and select Enabled.
If Email Management is running on the mailbox and reading emails successfully, the email you sent
disappears from the mailbox. If it doesn’t disappear, recheck the Email Management Filing Address,
specifically the Email Account logon and password.
6. To enable debugging, click <My Profile> | Administration | Email and Documents | Email
Configurationand select Yes from Debug.
7. Check the log file (yyyymmdd<installname>MailManager.log) in ...\Program
Files\Sage\CRM\Services\Logs.
If a cannot log message is displayed in the file, the Email Account logon and password you specified
for the Email Management Filing Address are incorrect.
8. Check the RogueMails folder to ensure there’s no erroneous formatting in the email (which can be
generated by a bug in an email server or client). The folder is located in
...\Program Files\Sage\CRM\Services\CustomPages\Scripts\RogueMail.

Email Management creating two communications

Email Management creates two communications in Sage CRM for each email it files if you're using the
Communication template and you've set Default Ruleset Action to Create a Communication.

To stop Email Management creating two communications for each email it files:

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 1. Click <My Profile> | Administration | Email and Documents | Email Management Server
Options.
2. Set Default Ruleset Action to None.

CDOSYS not sending emails out

If you select CDONTS/CDOSYS from <My Profile> | Administration | Email and Documents | Email
Configuration | Send Mail Using but can't send outbound emails, do the following:

1. To ensure CDOSYS is installed, open IIS and look for a Virtual Server folder. This folder is present
only if CDOSYS is installed.
2. To check that CDOSYS is running, open IIS, right-click the Default SMTP Virtual Server Folder
and click Start.
3. Open the CDOSYS BadMail folder. If there are emails in this folder, emails are not getting from the
CDOSYS SMTP server to the mail server, or are being bounced back. If this is the case, open the
emails to find the error.
l The From address may not be configured for emails that are sent as notifications from Sage
CRM. To correct this, click <My Profile> | Administration | Advanced Customization |
Workflow and configure Notify Email Name and Notify Email Address .
l The To address might not be configured. This is also possible for emails that are sent as
notifications or from workflows. Check the bad email to see where it's coming from, then
configure the email address.
4. Open the CDOSYS Queue and Pickup folders. If there are emails in these folders, CDOSYS is not
running, or the mail server is not relaying emails. Ensure the mail server is configured to relay emails
from the Sage CRM server.
5. To ensure that CDOSYS can find the mail server, open IIS Manager, right-click Default SMTP
Server and select Properties | Delivery/Advanced. Enter the IP address of the mail server in
Smart Host and restart CDOSYS.
6. Check that the mail server allows relaying. If it doesn’t, emails can be delivered to internal company
mailboxes but not to external mailboxes. Ask the mail server administrator to enable relaying.

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Formatting an email in Outlook
When a user files an email in Microsoft Outlook and then opens the email in Sage CRM, the email body may
contain incorrect formatting such as extra paragraphs, lines, and spaces.

This issue is caused by the default settings in the CKEditor configuration file. As a result, CKEditor overrides
the original Outlook formatting and extra paragraphs, lines, and spaces may appear in filed emails.

CKEditor is a third-party component used by Sage CRM to process emails. For more information about the
CKEditor configuration file, go to http://docs.ckeditor.com/#!/guide/dev_configuration.

To fix this issue, edit the CKEditor configuration file on your Sage CRM server:

1. Locate the Config.js file.

Below is the default location of the file:
%ProgramFiles(x86)%\Sage\CRM\CRM\WWWRoot\ckeditor
2. Open Config.js in a text editor such as Notepad.
3. To prevent the insertion of extra paragraphs, add the following code immediately above the line
config.toolbar = "Full";:

config.autoParagraph = false;

4. To prevent the insertion of extra spaces and disable default CKEditor styling, append the following
code to the file:
config.allowedContent =
{
    $1:
{
        elements: CKEDITOR.dtd,
        attributes: true,
        styles: true,
        classes: true
    }
};

config.contentsCss=[];

5. Save your changes and close the file. As a result, the Config.js file should look as shown in Sample
Config.js file.
6. Open IIS Manager and restart the Sage CRM web site.

Sample Config.js file

After you've edited the Config.js file as described in Formatting an email in Outlook, the file should look as
follows: 
CKEDITOR.editorConfig = function( config )
{

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    config.autoParagraph = false;
    config.toolbar = "Full";
    config.disableNativeSpellChecker = false;
    config.resize_enabled = false;
    config.fillEmptyBlocks = false;
    config.pasteFromWordRemoveFontStyles = false;
    config.pasteFromWordRemoveFontStyles = false;
    config.extraAllowedContent = 'img(*){*}[*]';
    config.toolbar = [
{ 
        name: 'document',
        groups: [ 'mode', 'document', 'doctools' ],
        items: [ 'Source', '-', 'Preview', 'Print','Templates']
    },
{ 
        name: 'clipboard',
        groups: [ 'clipboard', 'undo' ],
        items: [ 'Cut', 'Copy', 'Paste', 'PasteText', 'PasteFromWord',
        '-', 'Undo', 'Redo' ]
    },
{ 
        name: 'editing',
        groups: [ 'find', 'selection', 'spellchecker' ],
        items: [ 'Find', 'Replace', '-', 'SelectAll']
    },
{ 
        name: 'basicstyles',
        groups: [ 'basicstyles', 'cleanup' ],
        items: [ 'Bold', 'Italic', 'Underline', 'Strike', 'Subscript',
        'Superscript', '-', 'RemoveFormat' ]
    },
{ 
        name: 'links',
        items: [ 'Link', 'Unlink', 'Anchor' ]
    },
{ 
        name: 'insert',
        items: [ 'Table', 'HorizontalRule', 'SpecialChar',
        'PageBreak','Maximize']
    },
    '/',
{ 
        name: 'paragraph',
        groups: [ 'list', 'indent', 'blocks', 'align', 'bidi' ],
        items: [ 'NumberedList', 'BulletedList', '-', 'Outdent',
        'Indent', '-', 'Blockquote', 'CreateDiv', '-',
        'JustifyLeft', 'JustifyCenter', 'JustifyRight',
        'JustifyBlock', '-', 'BidiLtr', 'BidiRtl' ]
    },
{ 
        name: 'styles',
        items: [ 'Styles', 'Format', 'Font', 'FontSize' ]
    },

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 { 
        name: 'colors',
        items: [ 'TextColor', 'BGColor' ]
    }
    ];
    config.fontSize_sizes =
    '8/8pt;9/9pt;10/10pt;11/11pt;12/12pt;14/14pt;16/16pt;
    18/18pt;20/20pt;22/22pt;24/24pt;26/26pt;28/28pt;36/36pt;
    48/48pt;72/72pt';

    config.allowedContent =
{
         $1:
{
              elements: CKEDITOR.dtd,
              attributes: true,
              styles: true,
              classes: true
         }
};

config.contentsCss=[];

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Classic Outlook Integration
l Installing the Classic Outlook Plugin
l Uninstalling the Classic Outlook Plugin
l Viewing the Classic Outlook Plugin logs
l Using Classic Outlook Integration with Auto Login
l Installing Outlook Plugin using XenApp or RDS

Installing the Classic Outlook Plugin

When installing the Classic Outlook Plugin, the installation process fails half way through and an error
message is displayed.

l In IE, go to Tools | Internet Options | Security | Trusted Sites and add the Sage CRM web site to
the list of trusted sites.
l If possible, disable antivirus software and firewalls while you install the plugin.

Uninstalling the Classic Outlook Plugin

1. Back up the system registry before making any modifications to the registry keys.
2. Open the registry editor (regedit.exe).
3. Delete the following keys if they exist.
l HKEY_CURRENT_USER\Software\ACCPAC\CRM

l HKEY_CURRENT_
USER\Software\Microsoft\Office\Outlook\Addins\SageCrmOutlookAddIn2010
l HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\ACCPAC\CRM

l HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Code Store
Database\Distribution Units\{0AFD9937-10D5-436F-9F2B-08BF61754446}
l HKEY_LOCAL_
MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\ModuleUsa
ge\C:/Windows/Downloaded Program Files/OtlTools.ocx
l HKEY_LOCAL_
MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\SharedDlls\crmoutlook
plugin*.*
l HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Messaging
Subsystem\MSMapiApps\crmoutlookplugin*.*

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Viewing the Classic Outlook Plugin logs
l If there's a problem when installing the plugin, check %Temp%\crmclientinstallLog for details.
l If any errors occur when you run the plugin, check %UserProfile%\Users\<user
name>\AppData\Roaming\Sage\CRM\OutlookPlugin\errorsdn.svcLog for details. The best way
to view the svcLog file is with the Service Trace Viewer Tool. You can download it here:
https://msdn.microsoft.com/en-us/library/ms732023(v=vs.110).aspx
l If there are issues with the Classic Outlook plugin, you should manually uninstall it. Also uninstall the
Lite Outlook plugin if it's on the computer, and then install the Classic Outlook plugin.

Using Classic Outlook Integration with Auto Login

The recommended setting when using IIS Auto Login is to disable IIS Anonymous Authentication on the
CRM web server. Classic Outlook Integration doesn't work when Anonymous Authentication is disabled
and the user is prompted for a user name and password when trying to use the Integration. The following
workaround lets you use Classic Outlook Integration with Auto Login. The client sends out one or two
additional HTTP requests in the background, but no further user interaction is required.

1. Open IIS Manager (inetmgr.exe), expand the CRM virtual directory and double-click URL Rewrite.
2. Click Add Rule(s).
3. In Inbound rules, double-click Blank rule and name the rule Outlook plugin - force Windows
authentication.
4. In the Match URL section:
a. Set Requested URL to Matches the Pattern .
b. Set Using to Regular Expressions.
5. Set Pattern to *eware.dll/go and select Ignore case.
6. In Conditions, set Logical Grouping to Match All.
7. Add a condition with an input of {QUERY_STRING}.
a. Set Check if input string to Matches the Pattern.
b. Set Pattern to OutlookAction=logon.
c. Select Ignore case.
8. Add a condition with an input of {HTTP_AUTHORIZATION}.
a. Set Check if input string to Does Not Match the Pattern.
b. Set Pattern to Negotiate.*.
c. Select Ignore case.

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 9. Add a condition with an input of {HTTP_AUTHORIZATION}.
a. Set Check if input string to Does Not Match the Pattern.
b. Set Pattern to NTLM.*.
c. Select Ignore case.
10. In Action, set Action type to Custom Response.
11. In Action Properties:
a. Set Status code to 401.
b. Set Substatus code to 0.
c. Set Reason to Unauthorized - plugin auth.
d. Set Error description to Outlook plugin must use Windows authentication.
12. Click Apply.

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Lite Outlook Integration
l Installing the Lite Outlook Plugin
l Uninstalling the Lite Outlook Plugin
l Working with Lite Outlook Integration
l Filing emails with Lite Outlook Integration
l Relinking orphaned email records
l Load balancing Lite Outlook Integration
l Installing Outlook Plugin using XenApp or RDS

Installing the Lite Outlook Plugin

If a security certificate is missing on a user's machine, an error message is displayed when the user tries to
install the Lite Outlook Plugin.

1. Uninstall the plugin.

2. Open a browser and go to Thawte Root Certificates (http://www.thawte.com/roots/).
3. Click Download root package.
4. When the certificates are installed, run the Lite Outlook Plugin Installer as normal.

Uninstalling the Lite Outlook Plugin

1. Back up the system registry before making any modifications to the registry keys.
2. Open the registry editor (regedit.exe).
3. Delete the following keys if they exist.
l HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins\
SageCrmOutlookAddIn2010ForExchange
l HKEY_CURRENT_USER\Software\Sage

l HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\
Code Store Database\Distribution Units\
{0AFD9937-10D5-436F-9F2B-08BF61754446}
l HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\
CurrentVersion\ModuleUsage\
C:/Windows/Downloaded Program Files/OtlTools.ocx

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 l HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\
CurrentVersion\
SharedDLLs (C:\Windows\Downloaded Program Files\OtlTools.ocx)
l HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sage\Sage CRM\Outlook Plugin

Working with Lite Outlook Integration

When using Lite Outlook Integration, if an error occurs with the CRM Server, do the following:.

1. Log on to Sage CRM.

2. Check the Sage CRM URL and note if the protocol is HTTPS or HTTP.
3. Back up the system registry before making any modifications to the registry keys.
4. Open the registry editor (regedit.exe).
5. Open HKEY_CURRENT_USER\Software\ACCPAC\CRM\OutlookPlugin.
6. Update the OutlookPort value to 80 for HTTP and 443 for HTTPS.
7. Restart Outlook.

Filing emails with Lite Outlook Integration

When a user tries to file an email from a sender that does not have a corresponding record in Sage CRM,
the following JavaScript error occurs: "Unable to get value of the property 'value': object is null or undefined."

This issue is caused by missing values for cmli_comm_companyid and _HIDDENcmli_comm_

companyidTEXT in the getSelection function.

1. Click <My Profile> | Administration | Customization | Translations.

2. Delete FileIT in filecrm caption and add the following instead.

E-mail Target
<script>
window.attachEvent("onload", function ()
{
    if (document.location.href.indexOf("Act=6011")>-1)
{
            if (!getElm("cmli_comm_companyid")&&!getElm("_HIDDENcmli_comm_
companyidTEXT"))
{
                var dummy1 = document.createElement("input");
                with (dummy1)
{ 
                    type = "hidden"; id = "cmli_comm_companyid"; value = "";
                }
                var dummy2 = document.createElement("input");
                with (dummy2)
{ 

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                     type = "hidden"; id = "_HIDDENcmli_comm_companyidTEXT";
value = "";
                }
                getElm("_Datacmli_comm_personid").appendChild(dummy1);
                getElm("_Datacmli_comm_personid").appendChild(dummy2);
            }
        }
});
function getElm (a) { return document.getElementById(a);}
</script>

Relinking orphaned email records

If a user files an Outlook email in Sage CRM but does not link the email to a Person or Company, the
resulting Communication record becomes an orphan record in Sage CRM and is difficult to find.

To solve this issue, you can create an Interactive dashboard gadget to display orphan Communication
records, a flag to identify orphan records, and a table level script to link an orphan Communication record to
an existing Person or Company record.

1. Click <My Profile> | Administration | Customization | Primary Entities | Communication |

Views and click New to create a view that filters on orphaned Communication records.
a. Name the view vCommOrphanedEmail.
b. To make the view available when creating a new gadget, select Reports View.
c. Enter a short description and a translation.
d. Enter the following in View Script.
create view vCommOrphanedEmail as
select * from vcommunication
where comm_type = N'Email'
and Comm_Action = N'EmailIn' and CmLi_Comm_PersonID is null
and CmLi_Comm_CompanyID is null and Comm_Deleted is null
and CmLi_Comm_UserID is not null
e. Click Save.
2. Click Reports | General and click New to create a report that displays orphaned Communication
records.
a. Name the report Orphaned Emails.
b. Choose vCommOrphanedEmail as the source view.
c. Select Filter by Current User and Filter by User's Primary Team.
d. Add Subject, From, and To columns to the report. Add any other columns you want to
display on the dashboard.
e. Click Continue and then click Save.

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 3. Click My CRM | Dashboards and open the interactive dashboard to which you want to add the new
gadget.
a. Click New Gadget | Create Gadget and select List.
b. Select the Communication entity. Click Next to proceed through the wizard.
c. Select the Orphaned Emails report as the data source.
d. Select Go To Summary Screen from Drill Down.
e. Name the gadget and click Finish.
4. Click <My Profile> | Administration | Customization | Primary Entities | Communication |
Fields and click New to create a field that acts as a flag on a filed email.
a. Select Adv Search Select from Entry Type.
b. Enter comm_linkorphan in Column Name.
c. Enter Link Orphan in Caption.
d. Select Person from Search Entity.
To link an orphan Communication record to a Company record, select Company instead.
e. Click Save.
5. Click <My Profile> | Administration | Customization | Primary Entities | Communication |
Screens to add the new field to the Email Filing screen.
a. Click the Edit beside EmailFilingBox.
b. Select comm_linkorphan from Field.
c. Enter the following in Create Script to hide the field for emails that are not orphans:
if ((CRM.GetContextInfo("Communication","comm_type")=='Email')
&& (CRM.GetContextInfo("Communication","Comm_Action")=='EmailIn')
&& (CRM.GetContextInfo("Communication","CmLi_Comm_PersonID")=="")
&& (CRM.GetContextInfo("Communication","CmLi_Comm_CompanyID")==""))
{
    Hidden = false;
}
else Hidden = true;

d. Click Add and then click Save.

6. Click <My Profile> | Administration | Customization | Primary Entities | Communication |
TableScripts to create a table level script on Communication that checks whether there's a value in
comm_linkorphan.
a. Click New.
b. Add the following to Table level script. If there's a value in the comm_linkorphan field, the
script links the Communication record to the Person entity and clears the existing comm_
linkorphan value.
To link an orphan Communication record to a Company record, replace CmLi_Comm_
PersonId with CmLi_Comm_CompanyId in the script below.
function UpdateRecord ()
{ 

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     if (IsValid(Values("comm_linkorphan")))
{ 
        var PrimaryCommLink = CRM.FindRecord("Comm_Link",
        "CmLi_Comm_Communicationid=" +
        WhereClause.replace(/comm_communicationid\=
(\d*).*/i,"$1")
        + " and CmLi_Comm_UserId is not null");
        PrimaryCommLink.item("CmLi_Comm_PersonId") =
        Values("comm_linkorphan");
        PrimaryCommLink.SaveChanges();
        Values("comm_linkorphan") = "";
    }
}
function IsValid(str)
{ 
    str = str + "";
    if ((str!="undefined") && (str != "null") && (str != ""))
{ 
        return true;
    }
    else return false;
}

c. Click Save.

Load balancing Lite Outlook Integration

In a multi-server environment, the Lite Outlook Plugin should connect to Load Balancing and identify which
server is available. Instead, it reads the name of the server from the time of installation and adds it to the
Windows registry. The plugin reads this key each time it tries to connect to the Sage CRM database.

To work around this issue:

1. Update the Windows Registry key HKEY_CURRENT_USER\Software\Sage\Lite Outlook

Plugin\ to the correct server name.
2. During installation, change the server name to the main server name rather than the backup server
name to ensure service integrity.

Installing Outlook Plugin using XenApp or RDS

You can install the Lite Outlook Plugin or Classic Outlook Plugin on a Citrix XenApp server or a Windows
Server that has the Remote Desktop Services role deployed. Complete the following steps if the installation
of the plugin fails or if the plugin doesn't work properly. For example, the options it provides are not available
to all users.

1. Locate the following folder that was created during the plugin installation:

%UserProfile%\AppData\Local\Temp\<Integer>\otlplugin

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 where <Integer> can be any number.

2. Copy the otlplugin folder to the Temp folder, and then delete the <Integer> folder. As a result, the
path to the otlplugin folder will look as follows:

%UserProfile%\AppData\Local\Temp\otlplugin

3. Reinstall the plugin.

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Exchange Integration
l Connecting to Exchange Server
l Using a non-default IIS port
l Synchronizing contacts
l Impersonating the requested user
l Enabling logs to identify errors

Connecting to Exchange Server

Issue Solution

No Impersonation The Exchange Server User Name specified in Exchange Server Connection
rights Setting requires impersonation rights in Exchange. Check the user rights in
Exchange.

Cannot access If the EWS URL cannot be accessed, the connection cannot be set up. Paste
EWS URL the EWS URL into a browser and check it can be accessed using the
impersonation user’s username and password.

Wrong authentication If the EWS folder in IIS on Exchange Server has the wrong authentication
settings on EWS settings, the connection cannot be set up. For more information, see
folder Configuring Exchange Server in the System Adminstrator Help.

Tomcat is not running The Tomcat service is required to establish the Exchange connection and to run
the Sync Engine. If the Tomcat service is not running, errors usually occur in
other areas of Sage CRM that rely on this service. For example, the Interactive
Dashboard. Restart the Tomcat service if it has stopped. Alternatively, you can
schedule a Tomcat service restart.

jdbc.properties or The jdbc.properties file contains the wrong server name or port number, or the
syncengine.properties syncengine.properties file contains the wrong server name. These files are
contain incorrect typically located in ..\Program Files\Sage\CRM\
server or port [installname]\tomcat\webapps\[installname]ExchangeSyncEngine\WEB-
information INF.

Using a non-default IIS port

If you change the default port for Sage CRM on IIS to any port other than port 80 and then set up Exchange
Integration, the following error is displayed.

CRM is attemping to establish a connection with the Sync Engine. Please wait..

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The Exchange Server connection could not be saved as CRM was unable to connect to the Sync Engine.

To resolve this issue:

1. Click <My Profile>| Administration | Email and Documents | Exchange Server Integration |
Connection Management.
2. Set Use Default Sync Engine Location to No.
3. Enter the server name and port number separated by a colon(:) in Sync Engine Location. For
example, http://SERVER:8080/sdata/crmExchangeSyncEngine/crmExchange/-/.

Synchronizing contacts
When you enable contact synchronization in Exchange Integration, the contacts are added to the
EcngSyncResource table. They are then moved to the EWSSyncResource table and the number of
contacts decreases as they're processed.

However, running the following SQL statement shows that x number of records have been added to the
EcngSyncResource table but they have not been successfully moved to the EWSSyncResource table.
select * from EcngSyncResource with (NOLOCK)

where exsr_UUID not in (select EWRS_UUID from EWSSyncResource WITH (NOLOCK)) and
exsr_Deleted is null and exsr_processed = 0 and exsr_EndpointID in (6009,6014)

To troubleshoot this issue, update one of the contacts before performing a synchronization to check if it
processed. Also check the log files for any errors or conflicts when processing the records.

Note: The exsr_NoUpdateToRecord column is set to 1 during Exchange synchronization if the record
has not been updated since the last synchronization session.

Impersonating the requested user

Sage CRM is unable to send emails from certain users, or it can only send emails to email addresses that
are on the same domain as the sender, or all emails sent from Sage CRM appear to be from the same
address.

This issue can be caused by the Sage CRM SMTP user having insufficient rights on the Exchange mail
server to send emails using a different email address.

To send emails from Sage CRM as any user, you must enable the SendAs right on the Exchange server
using PowerShell. For detailed information, see Granting the SendAs right to an SMTP user in the System
Administrator Help.

Enabling logs to identify errors

Enable the following logs to help identify the cause of Exchange Integration failures.

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 l Use the IIS log to check if a request reached IIS Web Server. Enable this log in IIS Manager.
l Use the Tomcat access log to establish if the request reached Tomcat server. To enable this:
a. Open <installed instance dir>\tomcat\conf\server.xml.
b. Change
<!--
<Valve className="org.apache.catalina.valves.AccessLogValve"
directory="logs"
prefix="localhost_access_log." suffix=".txt" pattern="common"
resolveHosts="false"/>
-->
To
<Valve className="org.apache.catalina.valves.AccessLogValve"
directory="logs"
prefix="localhost_access_log." suffix=".txt" pattern="common"
resolveHosts="false"/>
l Use the detailed Sync Engine log to view detailed information about what happened in the Sync
Engine, including detailed information about requests made from Sync Engine. To enable this:
a. Open <installed instance dir>\tomcat\webapps\<Sync Engine folder>\WEB-
INF\log4j.properties.
b. Change
# defaultLog - default catch-all
log4j.rootLogger=ERROR, defaultLog
To
log4j.logger.httpclient.wire.header=DEBUG
log4j.logger.org.apache.commons.httpclient=DEBUG
# defaultLog - default catch-all
log4j.rootLogger=ALL, defaultLog

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Mail merge
l Performing a mail merge
l Using custom merge fields
l Creating a quote or order mail merge
l HTML content removed in text editor

Performing a mail merge

Issue Solution

Mail merge fails because The Tomcat service is required to perform a mail merge. If the Tomcat
Tomcat is not running. service is not running, errors usually occur in other areas of Sage CRM
that rely on this service. For example, the Interactive Dashboard. Restart
the Tomcat service if it has stopped. Alternatively, you can schedule a
Tomcat service restart.

Mail merge fails when a large l Reduce the size of the mail merge template by resizing images or
number of records are changing images to GIF format.
merged.
l Reduce the number of records that are merged at once. For
example, perform a merge on all person records with names
beginning with A-L and then perform a second merge on all
person records with names beginning with M-Z.

Mail merge fields that are not This issue can occur on upgraded versions of Sage CRM. Run the
included in a group's Group following query:
Content list are not merged update Custom_SysParams set Parm_Value ='N'where parm_
when performing a mail name ='AllowDupRecs'
merge on a static or dynamic And then perform a metadata refresh.
group.

Mail merge fails and an SQL The number of columns in a view exceeds 1024 columns. Remove fields
error 208 is displayed. from the view and perform the mail merge again. Test this on a local
test environment before you implement it on the production server.
For more information, see Optimizing a custom entity list for faster
loading in the System Administrator Help.

Using custom merge fields

An error can occur when a custom merge field is detected in a mail merge template but can't be found in the
mail merge view.

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To resolve this error, ensure the view contains all custom merge fields that are used in the mail merge.

Creating a quote or order mail merge

Errors can occur when performing a mail merge from a quote or order if the opportunity is not assigned to a
company and person. The template contains merge fields from the company and person entity, but the
opportunity doesn't contain the required information.

To resolve these errors, select a company and person for the opportunity.

HTML content removed in text editor

Users can paste content from Microsoft Word or HTML source code into the text editor. By default, the
Advanced Content Filter in the text editor removes disallowed HTML tags or HTML styling information that's
not recognized by the text editor. The most typical issue is that style tags and attributes are removed and
default fonts are used instead.

1. To disable the Advanced Content Filter, open config.js in the <Sage CRM installation
folder>\WWWRoot\ckeditor\ directory.
2. Add the following line to set the allowedContent property to True.
CKEDITOR.editorConfig = function( config )

config.toolbar = "Full";

config.disableNativeSpellChecker = false;

config.resize_enabled = false;

config.fillEmptyBlocks = false;

config.pasteFromWordRemoveFontStyles = false;

config.pasteFromWordRemoveFontStyles = false;

// config.extraAllowedContent = 'img(*){*}[*]';

config.allowedContent = true;

config.toolbar = [

{ name: 'document', groups: [ 'mode', 'document', 'doctools' ], items: [ 

'Source', '-', 'Preview', 'Print','Templates'] },

{ name: 'clipboard', groups: [ 'clipboard', 'undo' ], items: [ 'Cut', 'Copy',

'Paste', 'PasteText', 'PasteFromWord', '-', 'Undo', 'Redo' ] },

{ name: 'editing', groups: [ 'find', 'selection', 'spellchecker' ], items: [ 

'Find', 'Replace', '-', 'SelectAll'] },

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 { name: 'basicstyles', groups: [ 'basicstyles', 'cleanup' ], items: [ 'Bold',
'Italic', 'Underline', 'Strike', 'Subscript', 'Superscript', '-', 'RemoveFormat'
] },

{ name: 'links', items: [ 'Link', 'Unlink', 'Anchor' ] },

{ name: 'insert', items: [ 'Table', 'HorizontalRule', 'SpecialChar',

'PageBreak','Maximize'] },

'/',

{ name: 'paragraph', groups: [ 'list', 'indent', 'blocks', 'align', 'bidi' ],

items: [ 'NumberedList', 'BulletedList', '-', 'Outdent', 'Indent', '-',
'Blockquote', 'CreateDiv', '-', 'JustifyLeft', 'JustifyCenter', 'JustifyRight',
'JustifyBlock', '-', 'BidiLtr', 'BidiRtl' ] },

{ name: 'styles', items: [ 'Styles', 'Format', 'Font', 'FontSize' ] },

{ name: 'colors', items: [ 'TextColor', 'BGColor' ] }

];

config.fontSize_sizes =
'8/8pt;9/9pt;10/10pt;11/11pt;12/12pt;14/14pt;16/16pt;18/18pt;20/20pt;22/22pt;24
/24pt;26/26pt;28/28pt;36/36pt;48/48pt;72/72pt';

};

3. Run iisreset at the command prompt to restart IIS on the Sage CRM server.
4. Clear the browser cache on all users' machines.

MailChimp Integration
Issue Solution

When you send a group to MailChimp, the Sage Remove all unsupported merge fields from your list
CRM notifications area displays Merge Max Limit in MailChimp.
Exceeded.
For a list of supported merge fields, see
This message indicates that your list in MailChimp "MailChimp merge fields supported out of the box"
includes one or more merge fields that are not in the System Administrator Help posted on the
supported by Sage CRM. Sage CRM Help Center.

For example, the default list in a new MailChimp

account may contain the Birthday merge field,
which is not supported by Sage CRM out of the
box.

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System customization
l Updating the name of a workflow rule
l Creating a lead using Web to Lead

Updating the name of a workflow rule

When you update the name of a workflow rule, it is not updated in the user interface.

When you create a workflow rule, Sage CRM inserts the rule name in both the Translation and the Caption
Code fields. If you update a workflow rule name in <My Profile> | Administration | Advanced
Customization | Workflow, only the Caption Code field is updated. To update the Translation field, do the
following.

1. Click <My Profile> | Administration | Customization | Translations.

2. Enter WorkflowRule in Caption Family.
3. Enter <your new workflow rule> in Caption Code.
4. Click Find.
5. Click the caption code and click Change.
6. Enter the new workflow rule name in the Translations fields and click Save.

Creating a lead using Web to Lead

When you create a lead using Web to Lead, the Lead workflow action buttons are not displayed. Web to
Lead automatically tries to save the lead in the Lead workflow and is unable to find a primary rule.

Note: When you create a new lead directly in Sage CRM, the Lead workflow action buttons are
displayed.

1. Open the Lead workflow.

2. Open the primary rule (probably called New Lead) and ensure Table or view is set to Lead.

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Mobile
l Configuring SSA fields on a mobile device
l Using Sage CRM Mobile

Configuring SSA fields on a mobile device

When you specify a restrictor field for an SSA field in <My Profile> | Administration | Customization |
Primary Entities / Secondary Entities | <Entity> | Restrictor Fields, the restrictor field is not applied on a
mobile theme.

You must also specify the restrictor field in the relevant mobile theme file.

1. Open the relevant mobile theme file using a text editor.

l WWWRoot\mobile\lib\ssa\ssarestrictors.js
l WWWRoot\tablet\ssa\ssarestrictors.js
l WWWRoot\mobile\SmartPhone\ssa\ssarestrictors.js
2. Add the following line to the file:
<ssa field containing the restriction>:['<field containing the filter
value>','<field that's filtered>']
For example:
oppo_erpaccountid:['oppo_primarycompanyid','werp_companyid']
3. Save the file.

Using Sage CRM Mobile

If you experience problems while using Sage CRM Mobile from a smartphone or tablet, check the following
troubleshooting tips.

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Issue Resolution

Sage CRM Mobile is not Ensure that the user agent for the mobile device is correctly mapped to
displayed the device in Sage CRM. The user agent might either be unassigned to a
theme (device), or assigned to a different theme (device). For more
information, see Mapping a user agent in the System Administrator
Help.

Devices link is not available in The mobile license for Sage CRM is not installed. Contact your Business
Advanced Customization Partner about obtaining a license key with the mobile option.
area

Sage CRM Mobile is not The mobile device sends a different user agent when a link is accessed
displayed when Sage CRM from the home screen. Check unassigned user agents for a mobile
is accessed through a link on device user agent, and map it to the correct theme (device).
the home screen

Mobile device cannot locate Ensure that the Sage CRM installation is either publicly accessible or
the Sage CRM web server that the smartphone is connecting to a VPN which can access your Sage
CRM account.

Default logon screen Sage CRM metadata has not yet been loaded. For example, due to an
displayed instead of the Sage IIS reset. When you log on, Sage CRM Mobile is displayed as expected.
CRM Mobile screen

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Installation
l Running Sage CRM on Windows Server Essentials
l Resetting the database logon password
l Starting the CRM Indexer Service
l Uninstalling services
l Re-installing services
l Redirector errors

Running Sage CRM on Windows Server Essentials

After installation, complete the following steps to run Sage CRM on Windows Server Essentials.

1. Click Control Panel | User Accounts and disable User Account Control.
2. Launch Sage CRM.
3. If a service unavailable error occurs, set the bitness64 precondition in
%windir%\system32\inetsrv\config\host.config.
Change: <add name="PasswordExpiryModule"
image="C:\Windows\system32\RpcProxy\RpcProxy.dll" />
To: <add name="PasswordExpiryModule"
image="C:\Windows\system32\RpcProxy\RpcProxy.dll"
preCondition="bitness64"
/>
4. Reset IIS.
5. Launch Sage CRM. If an internal server error occurs, run the following command to turn off HTTP
compression.
%windir%\system32\inetsrv\appcmd.exe set config -
section:system.webServer/httpCompression /-[name='xpress']
6. Reset IIS.
7. Launch Sage CRM.

Resetting the database logon password

If you need to change the database logon password, first change it in the SQL Server and then in Sage
CRM.

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 1. In SQL Server, click the appropriate server.
2. Click the Security folder and then click Logins.
3. Right-click the relevant login, click Properties and change the password.
4. Go to the Management folder and right-click SQL Server Agent.
5. Click Properties | Connection and enter the new password.
6. Stop and start IIS. At the command prompt, type the following:
net stop iisadmin /y
net start w3svc
net start msftpsvc
7. Log on to Sage CRM with system administrator rights.
8. Click <My Profile> | Administration | System | Database to view the log on to access the SQL
database.
9. Click Change, enter a new password, and click Save.

Starting the CRM Indexer Service

The CRM Indexer Service feeds data to the CRM Keyword Search function. The service starts
automatically but if it has been stopped and you want to start it again, you can do so manually.

1. Click Control Panel | Administrative Tools | Services.

2. Right-click CRM Indexer Service and click Start.

Uninstalling services
If the 2020 R1 Email Management Service and the Escalation Service are not correctly uninstalled when
you restore a live environment, complete the following steps:

1. Click Start | Run and type cmd.

2. Browse to the folder where EwareEmailManager.exe is saved, type eWareEmailManager /u, and
press Enter.
3. Browse to the folder where CRMEscalationService.exe is saved, type CRMEscalationService /u,
and press Enter.

Re-installing services
To re-install the previous version of Email Management Service and the Escalation Service when you
restore a live environment, complete the following steps:

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 1. Click Start | Run and type cmd.
2. Browse to the folder where EwareEmailManager.exe is saved, type eWareEmailManager /i and
press Enter.
3. Browse to the folder where CRMEscalationService.exe is saved, type CRMEscalationService /i
and press Enter.

Redirector errors
It's possible to run Sage CRM 2020 R1 on a machine that's also running Sage CRM 7.2 although you
should not do this unless it's required for testing an upgrade to 2020 R1.

Sage CRM 7.2 uses the Managed Fusion URL Rewriter and Sage CRM 2020 R1 uses the ARR and URL
Rewriter modules of IIS. The Sage CRM 7.2 Rewriter is located in %ProgramFiles
(x86)%\Sage\CRM\Services\IISUtils\CRMRewriter. If you install Sage CRM 7.2 after Sage CRM 2020
R1, it overwrites the SData settings in IIS and removes the rewriter rules for Sage CRM 2020 R1.

To recreate the rules:

1. Run Sage CRM 2020 R1 Setup.exe.

2. Click Change existing install.
3. Select the Sage CRM 2020 R1 installation. The required IIS rewriter rules are recreated for SData
in IIS. Requests for the Sage CRM 7.2 installation won't find a match in the IIS 7.x rewriter rules and
will use the Managed Fusion URL Rewriter.

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Sage CRM 2020 R1 - System Administrator Guide Page 567 of 575
Glossary

A
Action Button
Action buttons are usually found on the right-hand side of the screen. They help you add and
change information and perform different tasks within the system. The action buttons available to
you change depending on where you are. Examples of Action buttons are: Change, Delete,
Confirm Delete, New Task, New Appointment.

Advanced Find
Allows users to create enhanced search queries based on complex SQL statements using
WHERE, AND, and OR clauses.

Apply Filter button

The apply filter button allows you to restrict lists of information by a predefined set of criteria.

C
Campaign
A campaign is a planned rollout of marketing activities in phases, or Waves. Each phase can in turn
be made up of several actions or Wave Activities. Each action can in turn be made up of individual
communications between your company and its target audience. For example, a campaign called
West Coast Lead Generation aims to generate leads in a specific geography.

Case
A case is a customer service issue. These issues can range from a technical problem to a customer
complaint. A case keeps track of the issue from the initial logging through to resolution. Multiple
communications (or tasks) can be linked to one case.

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 Combination
A bar chart indicates one set of data and a line chart indicates another set of data so you can get a
wider view of results in one place. A combination chart is useful in a Monthly Sales Trends report to
show information such as the revenue earned from sales and the number of sales that were closed
in a particular period.

Communication
Communication refers to a task or meeting. The specific types of communication are determined as
action types. For example, Letter In, Letter Out, Phone In, Phone Out, Demo.

Company Team
A Company Team is a group of users linked to a company for the purpose of tracking account
management responsibilities.

Context Area
The context area displays a summary of the information you are currently focused on. Example: If
you are working in the context of a person, their name appears on the top of your screen. Within the
same context area you can see their company, phone number, and e-mail address. You can quickly
move from the context area of a person to the company they work for by clicking on the Company
link within the context area.

D
Dashboard
The Dashboard is a customizable page that contains information most relevant to your daily work.
For example, a list of the companies you most often work with.

Document Drop
The Document Drop feature provides a short cut for linking documents, e-mails and other types of
files from another application to customer data in CRM.

Documents Tab
The Documents tab is available within the context of a person, company, opportunity, case, or
solution. It stores a link to a document.

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 F
Favorites
Click the Favorites icon on the top bar to display a list of your favorite Sage CRM records that you
can access quickly. You can favorite a company, person, case, opportunity, lead, solution,
communication, order, quote, or custom entity record.

Find page
The Find page is displayed when the user clicks Search | <Entity>. There is a Find page for
companies, people, opportunities, leads, solutions, cases, and communications.

Forward and Back buttons

The Forward and Back buttons take you one step back or one step forward from your current
position in the system. While using the system, they are intended as a replacement for the Forward
and Back buttons within your Web browser window.

G
Gauge
Partitions on the chart indicate three ranges in relation to a target value; below, approaching,
exceeded. The gauge needle indicates the current value. A gauge chart is useful in an Actual vs
Target sales report to show how your actual sales compare to your forecasted sales for a particular
period.

Groups
Groups allow users to create collections of records within CRM. Groups can be static or dynamic.

K
Keyword Search
To search for keywords across specified primary entities, click the Search arrow and click Keyword
Search. You can include wildcard characters to search for a variety of text and characters.

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 L
Lead
A lead represents unqualified information received from your corporate Web site, trade shows, and
purchased mailing lists.

Line Item
Line items are products that your customer is interested in buying. They are linked to the opportunity
and selected through the Quotes or Orders tab.

M
MailChimp
An email marketing solution that's integrated with Sage CRM to let you create online campaigns,
send emails, and track results.

Menu button
Menu buttons are found on the left-hand side of the screen. They help you navigate to commonly
used pages. Menu buttons remain the same regardless of the company or individual or any other
context you are working in. However, one user may see a different set of menu buttons to another,
since access to these is set up in the user profile. Examples of Menu buttons are: New, Find, Team
CRM.

My CRM
The My CRM button shows a series of tabs all containing information related to the logged in user.
Depending on the user's rights, the My CRM areas of others can also be viewed by selecting
another person from the context area of the screen.

N
Next and Previous arrows
The Next and Previous arrows appear when a list of information extends to more than one page.
Clicking on the left- or right-pointing arrows will display the previous or next page respectively. The
outer arrows take you to the first or last page within a set of pages.

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 Notifications
Click the Notification icon on the top bar to display a list of active notifications. Notifications are
usually reminders for tasks or appointments, or system alerts set up by the user or the system
administrator.

O
Opportunity
An opportunity refers to a sales opportunity. Opportunities track sales interest from the initial
qualified lead through to closing the deal.

Outbound Call List

Outbound Call Lists are used for high volume telemarketing activities, where calls are not
preallocated to individual users, and a Communication record is only created when a successful
contact is made.

P
Panel
A panel groups related information for easier viewing. One page of information can be divided into a
number of panels.

Progress button
The progress button is available in the context of leads, opportunities, solutions, and cases when
the workflow functionality is not in use. It can be accessed from the lead, opportunity, solution, or
case summary page. It allows users to change the Stage, Status and other data relating to the lead,
opportunity, solution, or case. It also allows users to add a tracking note, which forms part of the
history of the lead, opportunity, solution, or case "life cycle".

Q
Quick Find
You can enter key terms in Search on the top bar to search all company, people, case, opportunity,
lead, solution, communication, order, quote, and custom entity records at once.

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 Quick Look
The Quick Look tab shows you the most recent communications, opportunities and cases
associated with a company or person.

R
Recent list
Click the Recent icon on the top bar to display a list of records you viewed recently. This list saves
company, person, opportunity, quote, order, lead, case, solution, campaign, and group records.

Relationships
The Relationships tab is available within the context of all main entities. You can show links between
different types of information. For example, you can set up a relationship between a company and
its directors, or between an opportunity and the people influencing it. Your System Administrator
defines the different Relationship Types that can be set up from each tab.

S
Shared Documents
The My CRM | Shared Documents tab lists all the Shared Documents and Templates you have
access to.

SLA
SLA stands for Service Level Agreement. A Service Level Agreement is made between your
organization and a customer to set standards for customer service case resolution times. Service
level agreements can be linked to companies and to individual customer service cases.

SMS
SMS stands for Short Messaging Service. If this feature is activated for your system, SMS is used to
notify users via their mobile phone or other wireless device of events taking place. For example, you
can receive a reminder of an upcoming meeting via SMS messaging. It can also be used in
conjunction with workflow to notify users of new leads, overdue cases, or closed opportunities.

Solution
Solutions are the "cleaned and approved" basis of a knowledge base. Solutions can be accessed by
internal CRM users, as well as customers and partners via a self service Web site. Solutions are a
separate entity from Cases, but they can be linked to multiple cases—and a case can be linked to
multiple solutions.

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 Sort
You can change the sort order of any list by clicking on the underlined column heading.

Stacked chart
Bars are stacked on top of each other to display grouped data. It provides a wider view of data than
a regular bar chart. A stacked chart is useful in an Open Activities activity report to show several
actions that occurred on a particular day or date.

T
Tab
Tabs are like folder dividers. The information found in each folder section is determined by the
current context. For example, if the person "Anita Chapman" has been zoomed in on in the context
area, selecting the Quick Look tab will display the most recent interactions your company has had
specifically with Ms Chapman.

Tabs menu
The tabs menu provides quick access to main entities in Sage CRM. It's available on all screens in
Sage CRM. Depending on your screen's size, the tabs menu can be found: Just under the top menu
in Sage CRM. If there are too many tabs on the menu, some of them will be grouped down under a
More heading. By clicking the &lt;insert symbol image&gt; icon at the top-left hand-side of the
screen.

Team
A team is a group of users who perform similar roles. Tasks (communications), opportunities, leads,
and cases can all be assigned to a team. A user can be a member of one team. This is called their
Primary Team. A user can also have rights to view information in multiple teams.

Tracking note
Tracking notes are used in the context of leads, opportunities, cases, and solutions to make free text
notes on the progress of the lead, opportunity, solution, or case.

V
Validation error
A validation error message appears on the screen when an incomplete or incorrect new entry has
been made in the system. The user must fill in required fields that are empty, or correct an invalid
entry, such as numbers in a text-only field. These fields are highlighted with a question mark and
cross mark, respectively.

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 W
Wave
A Wave is a phase of a marketing campaign. Each wave can be made up of several actions or
Wave Activities. Each action can in turn be made up of individual communications between your
company and its target audience. For example, a campaign called West Coast Lead Generation
aims to generate leads in a specific geography. The campaign consists of three different Waves: 1)
Raise Awareness; 2) Product Launch at Tradeshow; 3) Qualify Interest.

Wave Activity
A Wave Activity is a type of action within a wave of a marketing campaign. Each wave activity can
be made up of individual communications between your company and its target audience. For
example, a campaign called West Coast Lead Generation aims to generate leads in a specific
geography. The campaign consists of three different Waves: 1) Raise Awareness; 2) Product
Launch at Tradeshow; 3) Qualify Interest. The first wave is made up of two different wave activities:
"Flyer Mailing" and "Newsletter Mailing". The second wave is made up of the following two wave
activities: "Invitation with Response Card" and "Response Card Follow-up", and so on.

Wild Card
The % wild card helps you complete unspecific searches. The % (percentage) symbol, means
"contains". For example, typing "%software" in the Company Name field of the company Find page
returns a list of all companies, which contain the word "software" in their company name.

Workflow
Workflow automates your company's business processes using a predefined set of rules and
actions.

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