SugarCRM Jumpstart Project Team Training...• Tip: Create activity from a Contact & it will automatically associate to the ... •Buttons to change length of time viewed ... •Convert

SugarCRM Jumpstart Project Team Training

Technology Advisors, Inc.

Goal

• Provide Project Team with necessary background to understand standard SugarCRM functionality in order to make informed decisions about features and configurations throughout the project

Agenda

Part 1

• Getting Started with SugarCRM

• Sales Process

Part 2

• Reports

• Outlook Plug-in

• Mobile app

Questions?

Getting Started with SugarCRM

Getting Started Objectives

• Purpose and Organization of SugarCRM

• Navigation

• Dashboard & Activity Stream

• Searching

• Activities & Calendar

• Reports

• Outlook

• Mobile

Why use SugarCRM?

• Provides you with a central repository for your information. You no longer need to rely on your memory to recall information or remember to follow-up.

• Provides a basis of collaboration with other members of the organization.

• Allows you to query the system for information.

• Reduces effort in reporting activities.

Organization

• Organized into modules: Leads, Accounts, Contacts, Opportunities, Meetings, Calls, …

– Modules = filing cabinets or folders on your computer

– Records = file folders or documents on your computer

Organization

• Records are linked to show relationships between them and give easy access

– When you open a file folder, you also have direct, immediate access to all other files related to it

Navigation

• SugarCRM is browser-based and can be accessed from any computer with an internet connection using:

– Internet Explorer

– Firefox

– Chrome

– Safari

Getting Around in Sugar Navigation bar

Main view

Footer

Getting Around in Sugar

• Navigation bar

Dashboard (home)

Module access and action menus

Global search

Your Profile

Quick Create menu


• Dashboard (home page)


• Activity Stream (home page)

SugarCRM Main Views • List View

SugarCRM Main Views

• Record View

SugarCRM Subpanels

• Data View / Activity Stream

SugarCRM Main Views

• Create View

Dashboards & Activity Stream

Dashboards & Activity Streams

• Dashboards

– Display information

– Often high-level or enabling analysis of a group of records

– Set of “dashlet” tools

– Available on home page & intelligence panes (list view, record view)

• Activity Streams

– Social!

– Contextual conversations about record(s) in SugarCRM

– Tag users and records in posts


Dashboards

Dashboards

• Collections of “dashlets” – lists & charts

• Goal: see important information at a glance, without clicking all over to find it

Dashboards

• Your Dashboard is one of your SugarCRM “homepages”

• This dashboard displays the most high-level information, consolidating information displays from across your database

Dashboards

• Intelligence panes on list views also display dashboards

• These dashboards are focused on data from a single module

Dashboards

• Intelligence panes on record views also display dashboards

• These dashboards help you analyze data related to the displayed record

Dashboard Organization

• You can create multiple dashboards on your home page & intelligence panes

• Using multiple dashboards help you organize your dashboard so you can easily find what you want

• Make a plan!

Creating a Dashboard

• Click the Create button or select Create Dashboard from the navigation bar

Creating a Dashboard

• Enter a name

• Add rows/columns, then add dashlets

Adding Dashlets

• After clicking Add a Dashlet, select the dashlet you would like to add

Adding Dashlets

• Depending on what dashlet you’re adding, you may see some settings that determine how the dashlet displays data

Changing Dashlet Settings

• Click gear icon in the grey title bar at top of dashlet


• For any dashlet

– Change Title

– Change Auto-Refresh

• For chart dashlets

– Change filters (run-time filters only)


• For module dashlets

– How many rows to display

– What fields are displayed (columns)

– Which records are displayed (filters)

Changing Dashboard Layout

• Click and drag title bar to rearrange dashlets

• Edit dashboard to add new dashlets or change layout (number of columns)

Removing Dashlets & Pages

• Minimize a dashlet to temporarily stop displaying it on screen

• Remove a dashlet to permanently stop displaying it on screen

– Would have to re-add and recreate settings from generic dashlet to replace


• Dashboards






– Social!




Activity Streams

Activity Streams

• Quickly keep up with activities and changes

• Post comments and converse with other SugarCRM users within your organization

Activity Streams

• Activity Streams located at various levels

– High level/Home Page: records you are following; all posts created on home page & module level pages

– Module level/List View: records being followed in current module; all posts created at this level

– Record level/Record View: all posts specific to the record you are viewing

Activity Streams

• Following records: prioritize which records’ activity streams should display on higher level module & home page streams

• Note: records marked as favorites are automatically followed

Activity Streams

• Color-coded icons will help you identify and sort computer-generated posts

• User profile pictures will identify user-created posts

Activity Streams

• Posting: You can create a post at any level

– To tag another user, use @ in front of user’s name

– To reference a record, use # in front of record name

Activity Streams

• Commenting: click the talk bubble icon to comment on any post

• Attachments: drag and drop an attachment into any post that you create

• Dashlets: drag and drop items from news feeds and twitter feeds into posts


• Dashboards






– Social!




Searching

Using Global Search

• Global Search is always available on your Navigation Bar!

• Global Search will search these modules: Accounts, Contacts, Opportunities, Cases, Calls, Meetings, Notes, Documents (list controlled by admin)

– Use filtering if you only want to search specific module(s)

Using Global Search

• Click in search box, type search term, hit enter or click magnifying glass icon

• Top results are shown

• Icons indicate module where record is store

• Click to open record

Using Global Search

• All Sugar searches look for your search term at the BEGINNING of fields only

• To search throughout, you must use the wildcard character %

Using Module Search & Filters

• Open module you would like to search by clicking its name on Navigation bar

• Enter search term (e.g. name)

• Search results will display as you start typing


• Use pre-defined filters to do common searches, such as:

– Assigned to Me

– My Favorites

– Recently Viewed

– Recently Created


• To search by other criteria, select “Create Filter”

• Select the field(s) that you would like to search by, and enter your search criteria


• As you enter your search criteria, the displayed list of records will update to match your search

• Use the + icon to search by multiple fields

– Uses “AND” search

Saving a Filter

• If you will re-use the search in the future, save it as a filter

– Enter a name

– Click Save button

• The saved filter will be displayed on your filter list with other pre-defined filters

Activities

Activities & Calendar

• You can schedule calls & meetings with a Contact

– Keep track of Calendar

– Save agenda and notes for future reference

• You can also create tasks (to-do items)

• Same process for any type of record (Account, Contact, Opportunity, Case, …)

Scheduling Activities

• Search for and open Contact record

• Use Planned Activities or History dashlets to create new activities

• Tip: Create activity from a Contact & it will automatically associate to the Contact’s Account


• Enter the information for your activity and click Save.


• Upcoming Activities (status = planned) will display on the Planned Activities dashlet

• Completed Activities (status = held) will display on the History dashlet

Activities & Outlook

• Calendar activities can be synced to your Outlook Calendar through the Outlook plugin (covered later in training)

Viewing Your Calendar

• Click Calendar on navigation bar

Viewing Your Calendar

• Buttons to change length of time viewed

• Links to navigate forwards/backwards in time

• Calendar button to jump to a specific date

Scheduling a Call/Meeting

• Click in a blank time slot on your Calendar to schedule a call or meeting

Scheduling a Call/Meeting

• Enter information and click Save

• Call/Meeting will be created and show on Calendar

Editing a Call/Meeting

• You can click on a Call or Meeting on your Calendar to edit it

• You can also drag events to different days/times to reschedule them

View Other Users’ Calendars

• Sugar also allows you to view other users’ calendars

• You may not see all events on other users’ calendars (based on Teams)

– If you do NOT want to share the events on your calendar, set the team to your private team when creating the events

View Other Users’ Calendars

• Click the Shared button

• Click the User List button (only displayed after Shared is selected) to select one or more users

Sales Process

Objectives

• Overview of modules for sales

– Leads

– Accounts

– Contacts

– Opportunities

– Quotes

– Forecasting

Buying Process

Interest Research Selection Negotiation Use Improve

Short Term Sales Process

Long Term Sales Process

Market Prospect Market Customer

Sales Workflow

Lead

Opportunity

Contact

Account

Leads

Leads

• Unqualified People/Companies

– Trade Show lists

– Purchased lists

• Separate area from your Qualified Prospects/Clients

– These are located in Accounts and Contacts

• Convert when Qualified!

• Create an Opportunity

Viewing Leads

• Search for a Lead using Global Search or Module Search & Filtering

Viewing Leads

• Search for and open a Lead to view its details

• Further information is stored in tabs across the top

Viewing Leads

• Further information also stored below main panel on subpanels and on dashboards in the right-hand intelligence pane

Creating Leads

• From Navigation Bar

– It’s okay if you don’t know all the info – the only required field is Last Name (marked with *)

– Don’t forget to SAVE!

Importing Leads

• You can import a list of leads from a .csv file

Importing Leads

Importing Leads

Click Browse button to upload the file from your

computer

Importing Leads

Importing Leads

Importing Leads

Importing Leads

You can save your settings for a future import; useful when

running a test import.

Importing Leads

Editing Leads

• To edit a field, click the pencil icon that displays when your mouse is over the field

• To make multiple edits, click the Edit button

Activities with Leads

• Activities can be scheduled and posted for Leads using the Planned Activities dashlet

Converting Leads

• When Lead is qualified

• Turn Lead into an Account, Contact, and, if you’d like, Opportunity

Converting Leads

• SugarCRM will automatically look for duplicate Account & Contact records

• If none are found, appropriate Lead information is copied to new Account & Contact records

Converting Leads

• Optionally, create Opportunity

• Save to actually convert to an Account, Contact, and Opportunity

Converting Leads

Unqualified Leads

• Decide on an organizational criteria for handling unqualified Leads

– Delete (keep database clean)

– Mark as Dead (maintain data, possibly recycle later)

Accounts & Contacts

Viewing Accounts & Contacts

• Accounts: Companies

• Contacts: People

• Look for a record:

– Global Search

– Module Search

Viewing Accounts

Viewing Contacts

Creating Accounts

Creating Accounts

• Click “Show More” link to complete full form

Creating Accounts

Best Practice – Search first to be sure record doesn’t already

exist

– Create Accounts before Contacts


Creating Contacts

Creating Contacts Best Practice

• Add a Contact

– Create from within Account record to carry over data


Activities

• Activities can be scheduled and posted for Accounts and Contacts using the Planned Activities dashboard

Activities Activities created from a Contact’s record

will automatically be linked to the corresponding Account as well.

Activities

• Upcoming Activities (status = planned) will display on the Planned Activities dashboard

• Completed Activities (status = held) will display on the History dashboard

Editing Accounts & Contacts

• To edit a field, click the pencil icon that displays when your mouse is over the field

• To make multiple edits, click the Edit button

Viewing Change Log

• Change Log tracks changes to audited fields.

• You can view the Change Log from the action button

Merging Duplicate Records

• Duplicate records can be merged from the ListView

Merging Duplicate Records

Using Mass Update

• Mass Update allows you to update multiple contacts at once

• Only certain fields are available through Mass Update

• You must make the same change to every record when using Mass Update

Using Mass Update

• Use the Mass Update panel to select the field(s) you want to update and the new value

Deleting Accounts & Contacts

• In most cases we do NOT recommend deleting Accounts and Contacts

• Deleting an Account or a Contact is permanent.

– Linked records will not be deleted, but their association with Account/Contact will be lost.

• In most cases, you should mark Accounts and Contacts inactive, not delete

• Many organizations choose to restrict deletion permissions for most users

Deleting Accounts & Contacts

• Accounts and Contacts can be deleted one at a time, or in groups

• Either way, you will have to confirm the deletion to avoid accidental deletion

Opportunities

Viewing Opportunities

• Opportunities: Potential Sales

• Look for a record:

– Global Search

– Module Search

Viewing Opportunities

Creating Opportunities

• Best Practice:

– Create/Confirm Account

– Create/Confirm Contact

– From Contact record, create new Opportunity from the Opportunities subpanel


• Benefit: Contact and Account information automatically copied over


• Other ways to create Opportunities

– During Lead conversion process

– Opportunities subpanel on an Account record

– Navigation bar

– Quick Create

Revenue Line Items

• With Enterprise/Ultimate subscription levels, use Revenue Line Items to individually track specific products/components that are part of an opportunity

– Amount

– Probability

– Forecast line by line

Updating Opportunities

• Search for and open the Opportunity you need to edit

• Click individual fields or the Edit button to make changes


• Make sure to keep the stage updated so that the probability is calculated correctly and the appropriate fields are shown


• Use dashboard to create meetings, log calls, and keep track of notes

• Attach files using Activity Stream


• Like with a Contact, you can schedule calls & meetings related to an Opportunity

• Use Planned Activities subpanels to create calls


• Enter the information for your activity and click Save.


• Upcoming Activities (status = planned) will display on the Planned Activities dashboard

• Completed Activities (status = held) will display on the History dashboard

Opportunity Roles

• Contacts linked to an Opportunity can be assigned a role for that Opportunity

• The assigned role is Opportunity-specific

– The same Contact can be assigned different roles for different Opportunities

Opportunity Roles

• Click the Edit button next to the Contact on the Contacts subpanel

• Choose the appropriate role for this Contact for this Opportunity

Closing Opportunities

• Edit the Opportunity and update the status to Closed Won or Closed Lost

• Some organizations use dependent fields that must be filled out for won/lost opportunities

Deleting Opportunities

• In most cases we do NOT recommend deleting Opportunities

• Deleting an Opportunity is permanent.

– Linked records will not be deleted, but their association with Opportunity will be lost.

• Lost Opportunities should remain in the system, marked as Closed-Lost, for tracking and reporting purposes

Deleting Opportunities

• Opportunities can be deleted one at a time, or in groups

• Either way, you will have to confirm the deletion to avoid accidental deletion

Quotes & Products

Creating a Quote

• Best Practice: create Quote from Quotes subpanel on Opportunity record

• Quotes can also be created from the Navigation bar

Creating a Quote

Adding Products to a Quote

• Tax and Shipping Providers apply to the entire quote

• Add a Group before adding Products


• Enter a name for the Group, then click Add Row to enter products


• Click the Arrow icon to select a Product from your organization’s product catalog

• You can also type in a Product without using the catalog


• You can override the pricing information or add a discount as needed

• You can also add a comment specific to this line item


• You can add multiple Products to a group and multiple groups to a Quote

Editing a Quote

• Click the Edit button to edit any of the Quote details or line items

Quote PDFs

• You can view and email a Quote in PDF form

• We strongly recommend reviewing the Quote before emailing it to a client

Quote PDFs

Creating a Product

• Quoted items will automatically create Product records and link them to the corresponding Account

– If the Quote is marked as Lost or Dead, the Products will be removed from the Account

Note: The Products module is hidden out-of-the-box and must be enabled by your SugarCRM administrator

Creating a Product

• You can also create Product records to track other relevant assets for an Account

Forecasting

Forecasting Set Up

• Using Forecasting requires administrative set up to set up length of time periods, filters, and scenarios

Forecasts for Managers

• Forecast Worksheet


• Assigning Quotas


• Click a name to see that user’s Forecast Worksheet


• Adjust the amounts committed by your team before submitting it to your manager

Forecasts for Sales Representatives

• Viewing your Quota


• Completing your Forecast Worksheet


• Make sure to Save your work as you complete the worksheet

• Use the dashlets to help you analyze how your changes impact your ability to meet your quota

• When you are ready, click the Submit button to send to your manager

Reports

Reports

• SugarCRM offers standard reports for analysis of your sales data

• You can also create custom reports to show specific aspects of your data

• Reports can be viewed in the Reports module

• Report charts can be displayed on your Dashboard

Running a Report

• Open the Reports module to see a list of available reports to run

Running a Report

• Types of reports

– Rows and Columns: table of data

– Summation: chart; summed information

– Summation with Details: chart with table; table with summed information

– Matrix: complex table

Running a Report

• Click on the name of a report to open & run it

• Report results will display directly below the report information panel

Running a Report

• Some reports contain run-time filters

• This lets you update the filter to control which data is included in the report

Exporting a Report

• Only Rows and Columns reports can be exported!

• Opens in Excel for further analysis capabilities

Scheduling a Report

• You can schedule a Report to have it emailed to you regularly

• Click the “none” link to open scheduling options

Scheduling a Report

• Select a time interval and starting date and time

• Check the Active checkbox

• Click Update Schedule

Customizing Reports

• You can modify existing reports and create unlimited custom reports through the Report Wizard

Creating a Report

• Report wizard guides you through the steps of creating any report

• Steps will vary based on type of report that you are creating

• Steps are displayed across top of screen

Creating a Rows & Columns Report

• Select the type of Report


• Select the main module that your report will be about


• Filters control which data is included in the report



• You are not required to set any filters

• Filters marked as run-time can be changed when viewing report to modify which records are included


• Display columns: what data fields will be included in report display


• Typically multiple fields are selected at this stage

• Example: If you select Account Name and Industry/Type, that is the only information that would be displayed in the Report


• Enter a Name for your report

• Then click Save and Run button

Creating a Summation Report

• Summation reports compute data and can display a chart




• Apply any desired filters to limit which records are included in the report


• Group By fields define how the data will be grouped for the report

• Display Summaries define what calculations will be performed for each group

• Example: Opportunities grouped by stage with Count summary will count how many opportunities are in each stage


• The screens for setting group by and display summaries use the same set-up we’ve seen:


• If you want to include a chart, you must select a type of chart to include


• Enter a Name for your report

• Then click Save and Run button

Creating Summation with Details

• Creating a Summation with Details report includes all of the steps from both Rows & Columns and Summation reports





• Filters can be used to restrict with records will be included in the report



• Define Group By: choose field to use for groups


• Choose Display Columns: choose fields that you want to display in the details section


• If you want your report to include a chart, you must select what type of chart to use



Creating a Matrix Report

• Matrix reports are summation reports displayed in a grid format and grouped by 2-3 fields


• Creating a matrix report includes all steps involved in creating any other type of report

– Select Module

– Define Filters

– Define Group By (must have 2 or 3!!)

– Choose Display Summaries

– Chart Options

– Report Details




• Add filters so that the report only includes recently won opportunities


• Matrix reports must have 2 or 3 Group By fields

• These become the column and row headers for the report


• The display summary controls what is displayed in the table entries



Outlook Plugin

Installing Outlook Plug-in

• In order for Outlook Integration to work, you must install plug-in

• Install file is accessed from Profile page

Installing Outlook Plug-in

• Click on Downloads tab of Profile and select correct link for your version of Outlook

Installing Plug-in

• Follow steps of Install Wizard to install plug-in

• When plug-in is installed, open Outlook and go to Add-Ins tab

Installing Plug-in

• Click Sugar Options button to enter information for your Sugar account and modify other settings

Archiving a Received Email

• If you have received an email in outlook that you want to file on Sugar in the contact’s history, select the email and click the Archive to Sugar button

Archiving a Received Email

• Sugar and Outlook will search to match the email address to your Sugar Contacts

Using Sugar Address Book

• When sending an email from Outlook, you can still access your Sugar email address book

• While composing your email, click the Lookup Sugar Address button

Using Sugar Address Book

• Search for the contact(s) that you want to add to the email

Send & Archive an Email

• When you finish composing your email, if you want to archive it to the Contact History on Sugar, do NOT click the regular Send button

• Instead, click the Send and Archive button

Syncing Contacts

• If you want to sync your Outlook & Sugar contacts, you have to specify which Contacts you would like to sync

– On Sugar, use Mass Update or Edit to set Sync to Outlook value to Yes

Syncing Contacts

• If you want to sync your Outlook & Sugar contacts, you have to specify which Contacts you would like to sync

– In Outlook, select contacts and click Mark to Sync button

Syncing Contacts

• Use the Sync to Sugar button on the Add-ins tab to start syncing process

• Synced records will update to mirror changes when sync occurs

• Warning: deleting synced records may result in deletion from both Outlook and Sugar!

Sugar Mobile Access

Sugar Mobile Access Options

• Use mobile browser

– Any device

– Phones: Option to use same layouts as web version of Sugar OR use simplified mobile layouts

• Download and use App

– Customized mobile layouts designed for use on mobile device

• May need to be customized by administrator

App Options

• “SugarCRM”

– New mobile app

– iOS, Android

– Versions 6.7.1+

• “Sugar Mobile”

– Legacy mobile app

– iOS, Android

• “Sugar Mobile Plus”

– Legacy app

– Requires set up by administrator

– iOS, Blackberry

– Corporate+ subscriptions only

Sugar – Mobile Browser

• Same layouts

• Same navigation

• On some devices (phones) – defaults to mobile layouts

• Can be clunky, but it works

Logging in to Sugar Mobile

• The first time you log in to Sugar Mobile, you will have to enter your credentials

Using SugarCRM App

Using SugarCRM App

Using SugarCRM App

Using SugarCRM App

Questions?