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Bpm’online sales Commerce package User guide Contents 1. Bpm’online sales overview ...... 8 2. Bpm’online functionality ...... 10 2.1. Bpm'online interface overview...... 11 2.2. Record pages ...... 14 2.3. Section analytics ...... 17 2.3.1. The “Chart” dashboard component...... 18 2.3.2. The “Metric” dashboard component...... 21 2.3.3. The “Gauge” dashboard component...... 22 2.3.4. The “List” dashboard component ...... 23 2.3.5. The “Widget” dashboard component...... 24 2.3.6. The “Web page” dashboard component...... 24 2.3.7. Analytical reports...... 24 2.4. System designer ...... 26 2.5. User profile page...... 29 2.6. The command line ...... 30 2.7. The communication panel ...... 32 2.7.1. Notification center ...... 33 2.8. Lists ...... 40 2.8.1. Sorting records in a list...... 43 2.8.2. Setting up summaries by columns...... 44 2.8.3. Setting up columns...... 47 2.8.4. Exporting list data ...... 51 2.9. How to delete records ...... 54 2.10. Filters...... 57 2.10.1. Quick filter...... 57 2.10.2. Standard filter...... 59 2.10.3. Advanced filter...... 61 2.11. Folders and tags ...... 73 2.11.1. Working with tags...... 73 2.11.2. Working with folders ...... 76 2.12. Mini-pages...... 79 2.13. Time zones ...... 83 2.14. Attachments and notes...... 85 2.15. Working with emails...... 87 2.15.1. How to create a new email from the communication panel ...... 87 2.15.2. How to create a new email based on a template...... 88 2.15.3. How to upload emails to bpm’online...... 89 2.15.4. How to process emails...... 90
bpm’online sales 1 User guide
2.15.5. How to run a business process by email...... 91 2.15.6. How the fields of uploaded emails are filled in ...... 92 2.15.7. How to set up rules for connecting emails to other system objects...... 93 2.15.8. Frequently asked questions about working with emails in bpm’online...... 95 2.16. Localization ...... 97 2.16.1. How to add new languages...... 97 2.16.2. How to change system language ...... 98 2.16.3. How to translate the interface and system components ...... 99 2.17. Finding and merging duplicates...... 110 2.17.1. How to start a global duplicate search...... 110 2.17.2. How to merge duplicates...... 113 2.17.3. How to search for duplicates when saving accounts and contacts...... 114 2.17.4. How to set up rules and schedule for a global duplicate search...... 115 2.17.5. How to search for duplicates ...... 116 2.17.6. Pre-configured rules for contact and account duplicates...... 117 2.17.7. Manual merging of duplicate records...... 120 2.18. Working with currencies in bpm’online ...... 122 2.18.1. How to work with currency fields...... 122 2.18.2. How is the monetary amount calculated during conversion...... 123 2.19. Access rights ...... 126 3. Bpm’online sales sections...... 129 3.1. The [Leads] section...... 130 3.1.1. Lead management process ...... 130 3.1.2. Lead page ...... 132 3.1.3. Lead qualification ...... 135 3.1.4. Lead distribution...... 136 3.1.5. Lead handoff to sales ...... 137 3.1.6. Awaiting sale...... 139 3.1.7. Lead duplicate search...... 139 3.1.8. Actions in the [Leads] section...... 140 3.1.9. Analytics in the [Leads] section...... 140 3.1.10. Leads FAQ ...... 142 3.2. The [Accounts] section ...... 146 3.2.1. Account page ...... 146 3.2.2. Finding and merging duplicates ...... 152 3.2.3. Account data enrichment ...... 152 3.2.4. The [Accounts] section actions...... 156 3.2.5. The [Accounts]...... 157 3.2.6. Receiving account information from Facebook...... 158
2 3.2.7. How to merge several companies into one holding/company group...... 161 3.2.8. How to view the history of a holding/company group activities...... 163 3.3. The [Contacts] section...... 165 3.3.1. Contact page ...... 165 3.3.2. Finding and merging contact duplicates ...... 173 3.3.3. The actions in the [Contacts] section ...... 173 3.3.4. Analytics in the [Contacts] section...... 174 3.3.5. Receiving contact information from Facebook ...... 175 3.3.6. Percentage of profile completion ...... 178 3.4. The [Employees] section...... 182 3.4.1. Employee page ...... 182 3.5. The [Activities] section...... 188 3.5.1. Calendar...... 188 3.5.2. Task page...... 193 3.5.3. Actions in the [Activities] section...... 195 3.5.4. Analytics in the [Activities] section...... 196 3.6. The [Orders] section ...... 197 3.6.1. Order page...... 197 3.6.2. The order product page...... 201 3.6.3. Product selection page...... 202 3.6.4. Document approval process...... 204 3.6.5. Actions in the [Orders] section ...... 206 3.6.6. Analytics in the [Orders] section ...... 207 3.6.7. How to add an installment plan based on a template ...... 208 3.6.8. Orders FAQ ...... 215 3.7. The [Invoices] section ...... 216 3.7.1. Invoice page...... 216 3.7.2. The invoice product page...... 219 3.7.3. Product selection page...... 219 3.7.4. Invoice approval procedure ...... 219 3.7.5. Actions in the [Invoices] section ...... 220 3.7.6. Analytics in the [Accounts] section ...... 220 3.8. The [Documents] section...... 222 3.8.1. Document page ...... 222 3.9. The [Products] section...... 224 3.9.1. The product page...... 224 3.9.2. Product catalog ...... 228 3.9.3. Actions in the [Products] section...... 230 3.9.4. Analytics in the [Products] section...... 231
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3.10. The [Knowledge base] section ...... 232 3.10.1. Knowledge base article page...... 232 3.11. The [Feed] section...... 234 3.11.1. The [Feed] view...... 234 3.11.2. The [Channels] view ...... 236 3.12. The [Dashboards] section...... 239 3.13. The [Calls] section...... 241 3.13.1. Call page ...... 241 4. Phone integration...... 244 4.1. Managing calls...... 245 4.1.1. Outgoing call...... 245 4.1.2. Incoming call ...... 247 4.1.3. Subscriber identification ...... 248 4.1.4. Conversation mode ...... 249 4.1.5. Putting calls on hold...... 249 4.1.6. Transferring calls to another number...... 249 4.1.7. Video calls ...... 251 4.1.8. Calls history...... 252 4.1.9. Call recording and playback...... 254 4.1.10. Agent status menu ...... 255 4.2. Phone integration setup in bpm’online...... 257 4.2.1. Settings can be applied to Webitel base telephony...... 257 4.2.2. How to integrate with Oktell...... 258 4.2.3. How to integrate with Asterisk ...... 259 4.2.4. How to integrate with Cisco Finesse...... 263 4.2.5. How to integrate with TAPI...... 267 4.2.6. How to integrate with CallWay ...... 269 4.2.7. How to integrate with Infinity ...... 271 4.2.8. How to integrate with Avaya ...... 273 4.3. Feature Comparison for supported phone systems ...... 276 4.4. Phone integration FAQ...... 279 5. Mobile application...... 280 5.1. Mobile application setup ...... 281 5.1.1. Installation and first login ...... 281 5.1.2. Online/offline modes...... 282 5.1.3. Mobile application settings ...... 284 5.2. Mobile application wizard...... 287 5.2.1. How to set up the workplace list ...... 287 5.2.2. How to set up lists in a mobile application section...... 290
4 5.2.3. Setting up a section page...... 292 5.2.4. How to set up a standard detail...... 302 6. Interface setup...... 307 6.1. Section wizard...... 308 6.1.1. How to configure section properties...... 309 6.1.2. How to configure section pages...... 311 6.1.3. Section Wizard FAQ...... 317 6.2. Detail wizard...... 320 6.3. Setting up the business rules...... 322 6.3.1. The page of the section wizard [Business rules] step...... 322 6.3.2. Business rule edit page...... 322 6.4. Content designer...... 327 6.4.1. How to create email templates in the content designer ...... 328 6.4.2. Recommendations for adaptive email message layout ...... 330 6.5. Analytics setup ...... 334 6.5.1. Setting up dashboards ...... 335 6.5.2. Dashboard components setup...... 336 6.6. The MS Word printables setup...... 348 6.6.1. Installing bpm’online plug-in for MS Word...... 348 6.6.2. Registering the MS Word printable...... 349 6.6.3. Setting up the MS Word printable template...... 354 6.6.4. Print forms FAQ...... 360 6.7. Workplaces setup...... 362 6.8. Logo customization ...... 366 6.9. Color customization...... 367 7. Import and synchronization...... 368 7.1. Data import ...... 369 7.1.1. How to prepare a file...... 369 7.1.2. How to import a customer database...... 371 7.1.3. How to import contact communication options...... 375 7.1.4. How to import contact addresses ...... 376 7.1.5. How to update product prices ...... 377 7.1.6. How to update information about the product availability?...... 378 7.1.7. Universal import from Excel FAQ...... 379 7.2. IMAP/SMTP email integration...... 383 7.2.1. How to set up an IMAP/SMTP email service provider ...... 383 7.2.2. How to configure email accounts in bpm’online ...... 385 7.3. Integration with MS Exchange ...... 388 7.3.1. Setting up the MS Exchange email service provider...... 388
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7.3.2. Configuring MS Exchange accounts in bpm’online ...... 391 7.3.3. Synchronization of the bpm’online contacts with the MS Exchange contacts...... 391 7.3.4. Synchronizing the bpm’online calendar with the MS Exchange calendar ...... 392 7.4. Integration with Google services...... 394 7.4.1. How to set up synchronization for bpm'online cloud...... 394 7.4.2. Registering application for synchronization with Google (for on-site users only) ...... 396 7.4.3. How to set up synchronization of bpm'online contacts and activities with Google contacts and calendar ...... 400 7.4.4. How to synchronize bpm'online contacts with Google contacts ...... 401 7.4.5. Synchronizing bpm'online activities with Google calendar...... 401 7.4.6. How to configure email accounts in bpm’online...... 402 7.5. Integration with social networks...... 403 7.5.1. Configuration of bpm’online integration with Facebook (for “on-site” applications) ....403 7.5.2. Setting up bpm’online Twitter integration...... 407 7.6. Synchronization of user accounts and roles with LDAP...... 410 7.6.1. LDAP integration setup...... 410 7.6.2. Setting up Active Directory user filters ...... 415 7.6.3. Connecting LDAP elements to bpm’online users and roles ...... 417 7.6.4. LDAP synchronization...... 419 7.6.5. Authentication using the NTLM protocol...... 420 7.6.6. LDAP FAQ...... 425 7.7. Single Sign-On technology in bpm’online...... 426 7.7.1. Main definitions of the Single Sign-On technology...... 426 7.7.2. Examples of using Single Sign-On technology ...... 427 7.7.3. Single Sign-On setup...... 428 8. Administration tools...... 442 8.1. Users and roles management...... 443 8.1.1. The [Organizational structure] page ...... 444 8.1.2. The [Functional roles] page ...... 446 8.1.3. User page ...... 446 8.1.4. Users and roles management actions...... 448 8.1.5. Managing the functional roles ...... 449 8.1.6. How to add a new user in bpm’online...... 451 8.2. The [Objects permissions] section ...... 454 8.2.1. The [Default permissions] detail of the [Objects permissions] section ...... 455 8.2.2. The [Access to object] detail of the [Objects permissions] section...... 456 8.2.3. The [Columns permissions] detail of the [Object permissions] section...... 457 8.2.4. The [Access to object for external services] detail of the [Object permissions] section459 8.3. The [Operations permissions] section...... 460
6 8.3.1. System operation page...... 460 8.3.2. System operations description ...... 461 8.4. The [Lookups] section...... 465 8.4.1. Lookup content page ...... 465 8.4.2. Lookup settings page ...... 466 8.4.3. Description of lookups...... 466 8.5. The [System settings] section ...... 469 8.5.1. The system setting page...... 469 8.5.2. System settings description ...... 470 8.6. The [Change log] section ...... 480 8.6.1. The [Setup log] action in the [Change log] section ...... 481 8.6.2. The [View all changes in selected record] action in the [Change log] section...... 482 8.6.3. The [Clear log] action in the [Change log] section...... 483 8.7. The [Audit log] section...... 484 9. Deploying the bpm'online application on-site...... 488 9.1. Client-side system requirements...... 489 9.2. Server-side system requirements (on-site) ...... 490 9.2.1. System requirements for 1 - 25 users...... 491 9.2.2. System requirements for 16 - 50 users...... 491 9.2.3. System requirements for 51 - 100 users ...... 492 9.2.4. System requirements for 101 - 200 users...... 493 9.2.5. System requirements for 201 - 300 users ...... 494 9.2.6. System requirements for 301 - 500 users ...... 496 9.2.7. System requirements for 501 - 750 users...... 497 9.2.8. System requirements for 751 - 1000 users...... 498 9.2.9. System requirements for 1001 - 1500 users ...... 500 9.2.10. System requirements for 1501 - 2000 users...... 501 9.3. Deploying bpm’online application on-site...... 503 9.3.1. Installing bpm’online application...... 503 9.3.2. Websocket setup...... 517 9.3.3. Switching from HTTP to HTTPS...... 519 9.3.4. Setting up additional parameters and integrations...... 526 9.3.5. Bpm’online setup FAQ...... 527 10. Bpm’online licensing ...... 529 10.1. Software licensing...... 530 10.2. License distribution...... 532
bpm’online sales 7 User guide
BPM’ONLINE SALES OVERVIEW Bpm’online sales (commerce package) can be used to handle a wide range of tasks. These tasks can be grouped into a number of functional blocks.
MAINTAINING GENERAL INFORMATION ABOUT ACCOUNTS AND CONTACTS Bpm’online sales uses ACCOUNTS and CONTACTS to maintain a common database of customers and suppliers partners and competitors, employees and company branches. The application can be integrated with social networks, enabling you to populate the contact database with information. The features include locating and merging duplicates, customer segmentation and advanced analytics tools. • The [Accounts] section • The [Contacts] section
MANAGING COMMUNICATIONS The corporate social network of the company is designed for the internal discussion and posting news. Bpm’online sales also provides convenient means for maintaining your work schedule and planning future appointments and tasks. The ACTIVITIES and FEED sections are designed specifically for handling such tasks. • The [Activities] section • The [Feed] section
MANAGING LEADS The LEADS section is designed to manage both new and existing customer needs, and to monitor the sources of each lead. The LEADS section is based on the unique lead management process that you can use to “nurture” leads – from winning a potential customer, through qualification and distribution stages, to handoff. After you added a lead, the system will check the data, create a new contact and will guide you through the lead management process suggesting your next possible steps. • The [Leads] section
MANAGING ORDERS AND INVOICES The ORDERS and INVOICES sections allow you to make orders within bpm’online sales, to control payments and monitor their progress. The information display is conveniently arranged to provide maximum information to designated employees. Features like including a product in an invoice or an order, forming an invoice based on an order and document approval – make working with a large number of orders easier. Analytics tools allow you to quickly assess the situation with individual orders and with companies in general. • The [Orders] section • The [Invoices] section
MANAGING DOCUMENTS Use the DOCUMENTS section to manage commercial documents, such as regulations, meeting minutes and correspondence. At the same time, you can attach a soft copy of the document for a quick access to its contents.
8 • The [Documents] section
MANAGING PRODUCTS The PRODUCTS section of bpm’online sales maintains information about product prices. Products can be added in the system manually or by importing them from an Excel file. The folders can be used to consolidate records by different criteria. The user-customizable product catalog is intended for structuring large nomenclature databases. Catalog, groups and advanced search options can be accessed when products are added to an order, an invoice or a document . • The [Products] section
MANAGING KNOWLEDGE KNOWLEDGE BASE is the source for work-related information for employees. Here, you can store answers to the most frequently asked questions, excerpts from documents, company regulations and other useful information. The articles can be supplemented with files or links to web sources, consolidated in groups, and commented on. • The [Knowledge base] section
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BPM’ONLINE FUNCTIONALITY
CONTENTS • Bpm'online interface overview • Record pages • Section analytics • System designer • User profile page • The command line • The communication panel • Lists • How to delete records • Filters • Folders and tags • Mini-pages • Time zones • Attachments and notes • Working with emails • Localization • Finding and merging duplicates • Working with currencies in bpm’online • Access rights
10 Bpm'online interface overview
BPM'ONLINE INTERFACE OVERVIEW The bpm'online interface (Fig. 1) consists of the side panel, the communication panel, the command line and the content of the page that is displayed at the moment.
Fig. 1 Bpm’online interface
THE SIDE PANEL (1) The side panel (or the “section panel”) is located in the left part of the screen and is used to navigate through the workplaces and sections. Also, the side panel contains buttons for quick access to the basic system operations. The side panel buttons
– the “Home” button contains a list of additional commands: • [Main menu] – opens the home page. The home page contains the list of all sections of the application, and the links to the system designer and the user profile pages. • [Run process] – opens the process start window. NOTE Detailed descriptions of the business process automation can be found in the bpm’online business process documentation.
• [Collapse section panel]/[Expand section panel] – manage the status of the side panel. • [Workplace] – the list of available workplaces. When you change a workplace, the list of available sections in the side panel will change too. You can edit the list of workplaces and sections. Read more • [User profile] – opens the user profile page. Read more • [Exit] – ends the current session. This command opens the login page.
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– opens the process start window. If no process has been set up for this button, clicking it opens a window containing the list of all business processes available in bpm’online. If there is at least process set up for this button, clicking it opens a menu containing additional commands: • [Run process] – the list of main business processes available. • [Another process] – opens a window with the list of all business processes available in bpm’online. NOTE You can set up the process start button in the [Process library]. Detailed descriptions of the [Process library] can be found in the bpm’online business process documentation.
– opens the “quick add” menu. Select the needed command from the menu to open a new record page in the corresponding section. NOTE The menu structure can be set up using the [Quick add menu setup] lookup.
, – collapses/expands the side panel. The collapsed panel displays action buttons and the icons of the current workplace sections. The expanded panel displays action buttons, section names and the current workplace name. Selecting a workplace Navigation between the user workplaces is done using the menu on the side panel (Fig. 2). To make the menu available, expand the side panel.
Fig. 2 Selecting a workplace in the side panel menu
THE COMMUNICATION PANEL (2) The communication panel is located on the right side of the screen and is used for making and receiving calls. It is also used for quick access to system notifications for the current user and to the message feeds from other users. Read more
THE COMMAND LINE (3) The command line is used to search for records, add new ones, as well as to perform other actions by entering text commands. Read more
FOLDER AND FILTER AREA (4) The area is used to extend the settings of data filters, as well as to work with the folders of the sections.
12 Bpm'online interface overview
THE WORKING AREA (5) Depending on the section and the selected view, the working area displays the list of section records (for example, the contact list in the CONTACTS section), the record page, the analytics tools of the current section, as well as special pages, for example, the calendar in the ACTIVITIES section. SEE ALSO • The command line • The communication panel • Phone integration • Filters • Folders and tags • System designer VIDEO TUTORIALS • Command line • User profile • System designer
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RECORD PAGES All information about the records contained on its page. There is no need to move on to other objects in the system — all the main functions are available on the record page. Each record page consists of several blocks with structured details containing profile related information, page tabs, toolbar. Certain sections also have a workflow bar and action panel (Fig. 3).
Fig. 3 Record page
RECORD PROFILE The most important information about a record is displayed on the record page in the main sections of bpm'online.
CONNECTED RECORD BLOCK. Brief information about connected records, for example, client name, job title and mobile phone number in the profile enables you to look through all the key data of the connected record on the page of the main record. A page can contain one or several profiles. If the connected record in the profile is not specified, you can select it from existing ones or create a new record. You can delete a record connection by clicking at the top right of the profile page.
WORKFLOW BAR In sections where records are managed by DYNAMIC CASES, a workflow bar is displayed. It enables you to see at what stage of the business process a record is, complete the current stage steps and quickly move on to the next stage. This makes the process intuitive and simple and helps you to focus on moving forward.
14 Record pages
NOTE The workflow bar setup is done with the help of the Case Designer, which is covered in the Business process management guide.
ACTION PANEL With the actions panel you can always see scheduled tasks and with just one click proceed to your activities, work with email or the feed. You don't need to leave the main section because all the work with activity takes place in a pop-up summary. For sections that use business processes, you can also work with a list of tasks that are scheduled automatically. You can work with the process, communicate with a client, or follow the lead history and lead registration data at the same time. Workflow bar enables you to:
• Schedule a task
• Send an email
• Create a case in the self-service portal
• Write a message in the record feed
• Save call results on the current page. The action panel displays the following: • Activities not in a final state. NOTE The activity is in its final state when the [Final state] checkbox is selected in the [Activities states] lookup.
• Activities connected to a section object in a specific field. For example, in the lead action panel, only tasks that contain the selected lead in the [Lead] field are shown. Other elements of the business process can be displayed on the action panel as tasks: • Autogenerated pages • Pre-configured pages • Question • Object pages
THE TAB CARD Detailed information about the record is displayed on separate tabs. For example, the [History] tab contains the history of activities, calls and messages, and information about connected records. The [Feed] tab contains user-published messages related to the record. These tabs contain fields, groups of fields and details.
THE TOOLBAR The toolbar contains buttons to perform actions with the record. • You can save data, cancel changes or close page on the toolbar.
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• The [Actions] button enables you to set access rights and subscribe to updates for a selected record. With the help of the action menu you can also perform other tasks that depend on the section, for example, update a contact with social network data. • The [Tags] button enables you to set tags to make searching more convenient and to group records. • The [Print] button enables you to save information about a record in a separate file. Clicking the button opens a list of print forms and reports available in this section. The list of data, displayed in the printed form, depends on the section. After you select a report or a printed form, the information from the record page is stored in a separate file in PDF format. • The [View] button opens the section wizard.
FIELDS AND DETAILS Information can be displayed as a field or a detail. A field is an element displayed in the form of a certain value. The value can be specified in a textual, numeric, or logic format, in the format of date or time, and can also be selected from a list or a lookup. When selecting values from a list or a lookup, the system will offer a list of records starting with the entered value after entering a few characters. Similar fields can be grouped in field groups. You can minimize groups. A detail is an element about other objects connected to the selected record. Details are used when the main record may be connected to more than one record object. For example, the information connected to activity contact, addresses, documents, etc. Visually, a detail is different from a group field due to the presence of the toolbar for managing data (update and change records, sort, filter, configure details, etc). The records in a detail can have their own edit pages.
SEE ALSO • Mini-pages • Section wizard
16 Section analytics
SECTION ANALYTICS Use the bpm’online sales analytics to analyze section statistics. There are several ways to visualize statistics in the system, such as charts, calculated metrics, special lists. For example, you can track the current status of the employees' tasks, display various ratings or any other important summary information as a number. To start working with analytics, open the ANALYTICS view of the needed section (Fig. 4), or go to the DASHBOARDS section.
Fig. 4 Opening the [Analytics] view in the [Contacts] section
The information in the ANALYTICS view and in the DASHBOARDS section is displayed as a group of elements that are called dashboards components. A dashboard component displays data in a particular way, for example, as a chart or a number (Fig. 5).
Fig. 5 The example of an metric dashboard component
Dashboard components are combined in a dashboard. Each dashboard corresponds to the relevant section tab with the same title. To open a dashboard, click the corresponding tab (Fig. 6).
Fig. 6 Selecting dashboard component
NOTE Setting up dashboards and dashboard components is described in a separate chapter.
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CONTENTS • The “Chart” dashboard component Diagram mode List mode Drill down • The “Metric” dashboard component • The “Gauge” dashboard component • The “List” dashboard component • The “Widget” dashboard component • The “Web page” dashboard component • Analytical reports VIDEO TUTORIALS • Dashboards setup
THE “CHART” DASHBOARD COMPONENT The “Chart” dashboard component displays system summary information. For example, it can show how the accounts that your company does business with are grouped by type (Fig. 7).
Fig. 7 The “Chart” dashboard component
The “Chart” dashboard component can also display data as a list. To manage how the data is viewed, use either the toolbar buttons located at the top-right of the dashboard component, or the chart context menu. • – opens dashboard component menu. The list of the menu items vary depending on the dashboard component view mode. It is used to toggle between modes. • – cancels the action performed in the dashboard component. The menu is used to show detailed information about any selected chart element, for example, a pie chart sector or a histogram column.
18 Section analytics
NOTE Changes of the chart view made within a dashboard component (for example, switching to a list mode or changing the chart type) will not be saved when reloading the page. The system will save the changes made within the dashboard component list settings.
DIAGRAM MODE The diagram mode of the “Chart” dashboard component is used by default. In this mode, the button menu contains additional menu items: • DISPLAY DATA – switches the chart to the list mode. • CHANGE CHART TYPE – select one of the menu items to display the data using another chart type (Fig. 8).
Fig. 8 Selecting the chart type in the diagram mode
LIST MODE Data in the “Chart” dashboard component can be displayed as a list (Fig. 9).
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Fig. 9 Chart dashboard component list mode
To switch to the list view mode, use the DISPLAY DATA item from the menu or from the chart element menu. If you select the DISPLAY DATA item from the menu of the dashboard toolbar, all data used for building the chart will be displayed as a list. The DISPLAY DATA item of the chart menu displays only the data that the selected dashboard corresponds to (for example, a sector or a column). The set of items in the menu is different for the diagram mode and the list mode. Use the DISPLAY CHART item to return to the diagram mode (Fig. 7).
DRILL DOWN In bpm’online sales, you can bring up additional information about any chart element, such as a column, an area, a segment. For example, you can build the “Job titles in R&D department“ chart drilling down the “Employees by department“ column chart. Any element of the new chart can be drilled down as well. For example, you can display how developers are grouped by their role in decision-making. To drill down a chart element: 1. Left-click the chart element you want to drill down. 2. In the displayed menu, select the chart type (Fig. 10).
20 Section analytics
Fig. 10 The diagram menu selecting a chart type
3. In the opened window, specify the column the chart should be based on, for example, the [Job title] column of the current object. As a result, the dashboard component will display how the employees of the R&D department are grouped by job title. To return to the previous chart, use the button of the chart menu.
THE “METRIC” DASHBOARD COMPONENT The “Metric” dashboard component (Fig. 11) displays a number or a date returned as a result of a system query, for example, the number of people employed by your company.
Fig. 11 The “Metric” dashboard component
Metrics can display the following data types: • The total number of either all or filtered records of a system object, for example, the number of all bpm'online contacts.
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• Minimum or maximum value of a numeric field or a data/time field, for example, minimum or maximum call duration. • Sum or the average value of a numeric field, for example, the total amount of paid invoices, if your system enables you to manage invoices.
THE “GAUGE” DASHBOARD COMPONENT The “Gauge” dashboard component (Fig. 12) displays the number returned as a result of a system query relative to the standard scale. For example, use this dashboard component to display the number of conducted meetings of a manager if the desired rate has been set up. You can also use it to monitor the balance between the planned and actual number of calls per agent in a day.
Fig. 12 The “Gauge” dashboard component
On the color schema, the red interval displays the minimum level of values, yellow – the satisfactory level and the green one displays the sufficient level. The color of the gauge circle depends on the interval that the current value is in. Gauges can display the following data types: • The total number of either all or filtered records of a system object, for example, the number of conducted calls of an agent in a day. • Minimum or maximum value of a numeric field, for example, minimum or maximum call duration. • Sum or the average value of a numeric field, for example, the total amount of paid invoices, if your system allows you to manage invoices. Gauge standard scale setup Go to the [How to display] field group on the gauge designer page to set up the standard scale of the gauge. 1. In the [Style] field, specify the color of the gauge title 2. In the [Display order] field, select one of the following options: “The more the better“ to display, for example, the planned number of meetings, or “The less the better“ to display, for example, the average duration of a call.
22 Section analytics
The selected order will define how the standard intervals are located on the scale. If the first option is selected, the red interval will be displayed on the left. If the second display order is selected, the interval will be displayed on the right . 3. On the gauge scale (Fig. 13), specify: a. The minimum value on the gauge, for example, a manager has to conduct at least 10 meetings per month; b. The average value on the gauge, for example, 20-30 meetings. c. The maximum value is 40.
Fig. 13 Setting up a gauge scale.
Once all fields on the [How to display] fields group are filled in, the color schema of the gauge will be displayed. NOTE Setting up the “Gauge“ dashboard component is similar to setting up the “Metric“ dashboard component” and is described in a separate chapter.
THE “LIST” DASHBOARD COMPONENT The “List” dashboard component (Fig. 14) displays system information as a list with the specified number of records.
Fig. 14 The “List” dashboard component
The list displays records of a particular object sorted by one of the additionally displayed columns. If any of the list columns is the primary one for its object, then the values in this column will be displayed as links to the corresponding records in the system. For example, [Account name] is the primary column for the “Account“ object, and [Subject] is the primary one for the “Activity“ object. Account names and activity subjects will be displayed as links to the account and activity pages respectively. NOTE Columns displayed in the “List” dashboard component do not have their own titles. It is recommended that you choose the dashboard component title so that it would reflect the contents of the displayed columns. More information about setting up the dashboard components can be found in a separate chapter.
bpm’online sales 23 User guide
THE “WIDGET” DASHBOARD COMPONENT The “Widget” dashboard component contains additional widgets set up by a developer, such as the exchange rate module or the weather module.
THE “WEB PAGE” DASHBOARD COMPONENT The “Web page“ dashboard component is designed to display web pages on a dashboard. For example, a page of a search engine, an online currency converter or your corporate website. Setting up the “Web page” dashboard component To set up the dashboard component, go to the web page designer page. 1. Specify the title of the web page in the corresponding field. 2. In the [Page URL] field, enter the link to the website to be displayed on the dashboard. In the link, specify the protocol type (“http”, “https”), for example, “http://www.bpmonline.com”. NOTE To add a youtube video to the dashboard, use the link specified on the video page when the share button is clicked.
3. To configure the width or color of the dashboard component border, specify HTML styles in the [Styles] field. For example, if you enter the following parameters: “border-width: medium; border-color: red”, the border will be of average width and red color.
ANALYTICAL REPORTS Analytical reports show summarized section information. For example, reports of the Contacts section can be used to view the list of contact's noteworthy events or analyze the section data compliance. Reports are available in the ANALYTICS view. To view the report: 1. Select a report from the [Reports] menu, for example, DATA ENTRY COMPLIANCE (Fig. 15).
Fig. 15 Selecting a report
2. On the opened page, specify how the report should be created, for example, based on all section records. 3. Click the [Create report] button (Fig. 16).
24 Section analytics
Fig. 16 Selecting the method of forming the report
As a result, your browser will start downloading the report file in PDF format.
bpm’online sales 25 User guide
SYSTEM DESIGNER SYSTEM DESIGNER comprises the bpm’online configuration tools. To open the system designer, click the button in the top right corner of the application window or click the [System designer] link on the bpm’online home page.
PROCESSES Process management tools
Process library Opens the [Process library] section where you can edit your existing business process diagrams and create new ones. The section contains a process log.
Process log Opens the [Process log] section for managing the running processes and viewing statistics on completed processes.
NOTE For more information on business process management in bpm’online, please see the bpm’online business process documentation.
USERS AND ADMINISTRATION Tools for registering users, distributing access rights and auditing the system operations.
System users Opens the [Users] section where you can set up the roles structure for your company, register users and sort the employees by role. Read more Organizational structure
Functional roles
Object permissions Opens the [Object permissions] section where you can set up user access to operations with system objects. For example, permissions to edit and delete records in the “Account” or “Contact” object. Read more
Operations Opens the [Operations permissions] section to set up permissions for permissions global system operations. System operations include workplace setup and import from Excel. Read more
Audit log Opens the [Audit log] page containing information about the events that occur in the system, such as user authorization, editing the user role structure, changing access rights to objects. Read more
IMPORT AND INTEGRATION Data import and synchronization functions.
Excel data import Opens the import setup window that you can use to import records from an Excel file to your system. Read more
26 System designer
LDAP integration setup Opens the LDAP integration page that you can use to automatically register users in bpm’online as they register in a domain and to enable domain authorization. Read more
SYSTEM SETUP User tools for bpm’online configuration setup
Lookups Opens the [Lookups] page that allows you to set up values for different lookups used in the system, such as the "Job titles", "Industries", "Activity categories" and other lookups. Read more
Duplicates search rules Opens the duplicates search rules list for editing, enabling or disabling of pre-configured rules. Read more
System settings Opens the [System settings] section for additional setup of system sections. System settings control base currency, email parameters, etc. Read more
Section wizard Opens the section wizard that allows you to configure the existing sections and create custom sections in bpm’online. Read more
Detail wizard Opens the detail wizard that enables you to create custom details in the bpm’online sections. Read more
Mobile application Opens the mobile application wizard that allows you to configure your wizard bpm’online mobile application. Read more
INTERFACE SETUP Additional tools for tweaking bpm’online interface.
Workplace setup Opens the page where you can set up the available workplaces and their sections displayed on the side panel. Read more
Logo customization Opens the page where you can upload custom logos. Read more
Color customization Opens a separate page that enables you to change the color of the side panel. Read more
ADMIN AREA Developer tools for setting up bpm’online configuration.
Advanced settings Opens a separate workplace containing a set of developer tools to configure bpm’online.
NOTE Detailed descriptions of the developer configurations can be found in the bpm’online development guide.
bpm’online sales 27 User guide
VIDEO TUTORIALS • System designer
28 User profile page
USER PROFILE PAGE The profile page is used to set up individual settings for current user. There are several ways to open the user profile page: • Choose the [User profile] option from the main menu. • Click the [Profile] link on the home page. • Click the profile picture at the top right corner of the window and select [Your profile].
Change password Click this button to change your account password in bpm’online. You will need to re-enter current password.
Localization Select the interface language. This affects only common interface captions and does not change the language of the section records and lookup values.
The command line Set up the list of additional commands recognized by the bpm’online settings command line, for example, commands that are used for viewing a list of your tasks or any other group of records. These commands are custom so they are only available for the users who added them.
Configuring the Call Configure agent’s telephony parameters, such as telephony server Center parameters address, phone line, login and password.
Email accounts To send and receive email messages in bpm’online, set up the parameters of your email accounts using the [Email accounts] button. Here you can also view the number of new messages that has been received in each of your mailboxes.
Accounts in external You can synchronize bpm’online contacts with your Google contacts, as resources well as bpm'online tasks and meetings with your Google calendar. Facebook and Twitter can be used to search for additional data and contacts within your social networks.
Restore default Restore default interface settings, such as column layouts in section lists, settings parameters for sorting records, etc.
NOTE The system automatically saves custom interface settings, such as list columns layout, parameters for sorting records, etc. For each section, it also saves the information about active system views (sections will open in the views that were selected for them previously).
SEE ALSO • Phone integration • IMAP/SMTP email integration • Integration with MS Exchange • Integration with Google services • Integration with social networks
VIDEO TUTORIALS • User profile
bpm’online sales 29 User guide
THE COMMAND LINE Use bpm’online COMMAND LINE (the field labeled “What can I do for you?”) to quickly access the frequently used operations, such as customer search, opening a record page or running a business process. Type in which action you need and click GO or press the [Enter] key. For example, enter the command “Create Contact” to instantly open a new contact page or “Run Process” to launch the corresponding business process. The command line can recognize several variations of the same command. For example, both the “Create Contact“ and the “Add Contact“ are both valid commands. The command line is similar to the search line of web search engines. If you enter a partial command, the system will offer you a list of several options. For example, if you enter “Create A”, the system will offer the following options: “Create Account” and “Create Activity”.
CONTENTS • Navigation • Searching for records • Creating records • Business process launch • The command line setup
NAVIGATION You can use the GO TO SECTION command of the command line to quickly display contents of any folder in any section. For example, while working with the “Activities“ section you can easily open the “Customers” folder of the “Accounts“ section. To do so, enter the command: “Go to section Accounts Customers”. When you enter the command, the drop-down list will display commands for opening other folders in that particular section.
SEARCHING FOR RECORDS To search for records, enter the SEARCH command in the command line. The drop-down list will display commands that can be used to search for records of various types, such as “Search Contact”, “Search Activity”, etc. You can also search records of the currently open section: enter searched text in the command line.
CREATING RECORDS To create records from the command line, use the ADD command. When you enter it, the drop-down list will display commands for creating records in various sections, such as “Add Activity”, “Add Contact”, etc. The name of the new record can also be specified as part of the command. For example, enter “Add Contact Jones” in order to create a contact whose last name is “Jones”. As a result, a contact page will be opened containing “Jones” in the [Contact name] field.
30 The command line
BUSINESS PROCESS LAUNCH To start a business process, enter the RUN PROCESS command and the process name in the command line. For example, if there is a “New employee registration“ process set up in the system, enter the “Run process New employee registration“. NOTE The list of processes available for selection in the command line is defined in the [Process library] section. Managing your business processes is described in a separate book.
THE COMMAND LINE SETUP To create new commands for the command line, enter: ADD CUSTOM COMMAND. You can specify the command text (for example, “My tasks”), select the key word (for example, “Go to section”) and then stipulate additional parameters depending on the selected key word (for example, you can choose the [Activities] section and dynamic folder “My tasks”). Key words represent types of operations that can be performed by the command line. • Search – for finding records. • Go to section – for navigating through sections and folders. • Add – for creating records in system sections. • Run process – for launching a business process. NOTE If any objects were configured in the system, for example, new sections were renamed or added, then to make them appear in the command line, you must perform the action "Generate metadata for command line macros" in the advanced settings page. You can access it in [Admin area] section in the system designer.
VIDEO TUTORIALS • The command line functionality
bpm’online sales 31 User guide
THE COMMUNICATION PANEL Use the COMMUNICATION PANEL to work with customers and colleagues with no need to switch from your current tasks. Make calls, process emails, make approvals and use corporate social network easily. The reminders and system notifications will make sure you never miss any important events.
Fig. 17 The communication panel
The communicational panel consists of the following tabs:
• – CTI PANEL. The telephone tool in bpm'online can make and receive calls directly in the system.
• – EMAIL. Use this tab to work with emails. Send and receive emails and connect them to other objects in the system. Read more
• – FEED. This tab displays the messages of the FEED section. Use this tab to view messages you follow, as well as to add new messages and comments. The functionality is identical to the functionality of the [Feed] section.
• – NOTIFICATION CENTER. This tab displays notifications about events stored in the system. Read more
SEE ALSO • Notification center How to process notifications in a pop-up window How to work with reminders How to work with feed notifications How to work with approval notifications How to work with noteworthy event notifications How to work with system messages
SEE ALSO • Managing calls • Working with emails • The [Feed] section
32 The communication panel
NOTIFICATION CENTER
Click the button in the communication panel to open the notification center in bpm'online. In this section you will find notifications about activitiesor invoices, comments to your records or mentions in
a corporate social network, system notifications. The number on the button displays a total number of new messages in the notification center. Information messages are displayed on separate tabs:
• – reminders created for you by activitiesor invoices. Read more
• – notifications about events connected to your posts in enterprise social network. For example, if you were mentioned in a post, received comments on your record in the feed or somebody liked it. Read more
• – the list of notifications that must be approved. Read more
• – notifications about noteworthy events of contacts and accounts. Read more
• – system messages about completed actions in the system. For example, information about import results. Read more Reminders and approval notifications are active until they are processed. Feed notifications, messages about noteworthy events and system notifications are considered to be read by switching to the corresponding tab. The history of notifications is stored on the tab for a month after they are created. The read notifications are not added to the tab count nor to the common notification center count. NOTE The period of time that read notifications are stored in the system can be modified in the "Notification storage period (days)" system setting. The period is 30 days by default.
SEE ALSO • How to process notifications in a pop-up window • How to work with reminders • How to work with feed notifications • How to work with approval notifications • How to work with noteworthy event notifications • How to work with system messages
HOW TO PROCESS NOTIFICATIONS IN A POP-UP WINDOW All information messages in the notification center are displayed as pop-up windows. They are displayed only once. The notifications received after logging off from bpm'online will be displayed in the pop-up windows upon the next log in. NOTE Your browser may ask you permission to display pop-up windows. If the pop-up windows are not displayed, check the settings of your browser. The pop-up windows are not supported in Internet Explorer.
bpm’online sales 33 User guide
To hide a notification, click the button of the pop-up window. By doing this, the notification will be considered to be unread and will be added to the number of the unread notifications on the corresponding tab. To open a page for a notification, click the banner in the pop-up window. To disable notifications being displayed as pop-up windows, click the [Notification settings] button in your user profile. SEE ALSO • How to work with reminders • How to work with feed notifications • How to work with approval notifications • How to work with noteworthy event notifications • How to work with system messages
HOW TO WORK WITH REMINDERS You will not miss upcoming meetings or deadlines with the REMINDERS. All reminders that are due are displayed on a separated tab in the notification center. To view reminders, go to the tab. The tab number displays the total number of your active (unprocessed) reminders. Create a reminder on the invoice or activity page by selecting the checkbox in the [Reminders] fields group.
DATA THAT IS DISPLAYED IN REMINDERS The reminders display activities of any category ("Meeting", "To do", etc.) that meet the corresponding criteria: • You are the owner or the author of the activity; • The activity has the "Not started" or "In progress" status; • You or any other system user created a reminder on this activity for you. The invoices that meet the following criteria are also displayed in the reminders: • you are the owner for the invoice; • the invoice has the "Draft", "Unpaid" or "Partially paid" status; • you or any other system user created a reminder on this invoice for you. The reminder contains the title of the task or invoice number, the date, the customer of an activity or an invoice. An icon shows if an activity is a meeting or a call. The key information in the reminder is displayed as hyperlinks. Click the task title to view its page.
HOW TO CREATE A REMINDER Create reminders for invoices and activities in the [Reminders] fields group of the record page. To create a reminder for the activity: 1. Open the page of the activity that you wish to create a reminder for. 2. Select the checkbox in the [Reminders] fields block: a. Select the [Remind owner] checkbox to create a reminder for the user specified in the [Owner] field of the page.
34 The communication panel
b. Select the [Remind author] checkbox to create a reminder for the user specified in the [Author] field. 3. Specify the date and time when the reminder should be displayed for the user. 4. Save the record. If the activity is not completed, the notification will be displayed in the notification center at the specified time for the user selected in the [Owner] or [Author] field.
HOW TO PROCESS A REMINDER
All the notifications on the tab of the notification center are active until they are processed. You can cancel the reminder or postpone it. You can also process all the reminders at once or each separately. To postpone a reminder, select the [Postpone] option from the menu and specify the time (Fig. 18). The reminder will not be displayed in the list and the number of unread reminders will decrease. The reminder will be renewed at the end of the time specified.
Fig. 18 Postponing a reminder to a later period
To cancel a reminder, select the [Cancel] option from the menu (Fig. 19). The reminder will not be displayed in the notification center any more.
Fig. 19 Canceling a reminder
NOTE A reminder will be canceled automatically if the activity is moved to its final "Completed" status, and the invoice to its final "Paid" payment status.
To simultaneously process all reminders, use the [Postpone all] or [Cancel all] option on the notification tab.
SEE ALSO • How to work with feed notifications
bpm’online sales 35 User guide
• How to work with approval notifications • How to work with noteworthy event notifications • How to work with system messages • How to process notifications in a pop-up window
HOW TO WORK WITH FEED NOTIFICATIONS You will be informed if someone mentions you in a post, comments on or likes your posts in the feed.
The feed notifications are displayed on the tab in the notification center. The number on the tab displays the total number of unread feed messages. The tab gives notifications about the following events: • Someone commented on your message in the feed section; • Someone mentioned you in a message or in a comment; • Someone liked your post or comment. After opening the tab, all new notifications will be marked as read and will not be displayed on the tab. If a new notification is received when the tab is open, the notification will be marked with a gray color and it will be added to the notification count. Click a notification to mark it as read.
SEE ALSO • How to work with reminders • How to work with approval notifications • How to work with noteworthy event notifications • How to work with system messages • How to process notifications in a pop-up window
HOW TO WORK WITH APPROVAL NOTIFICATIONS
Use the tab of the notification center to receive information about records that need to be approved. The notification tab displays the total number of records to be approved. The name of the notification corresponds to the number of the contract, invoice or order, that must be approved. Notifications also display the date of submission for approval. To view the record page, click the approval caption.
HOW TO PROCESS AN APPROVAL
All notifications on the tab in the notification center are active until they are processed. You can set approve or reject an approval or readdress the approval to someone else. After processing an approval the notification will not be displayed in the tab and the notification count will be updated. Process approvals using the approvals actions menu (Fig. 20).
36 The communication panel
Fig. 20 Approvals actions menu
• [Approve] – sets a positive result for the approval. • [Reject] – sets a negative result for the approval. NOTE When approve or reject is selected, a pop-up window will open where you can enter your comments. The comment will be displayed on the approval page.
• [Change approver] assigns a different user as the approver. This action opens a window where you can choose the user or user group. Changing the approver is only available for those approvals that have the [Delegation permitted] checkbox selected on the approval information page. NOTE You can also process an approval using the [Approvals] tab on the page of contract, invoice or order. The approval process is described in a separate article.
SEE ALSO • How to work with reminders • How to work with feed notifications • How to work with noteworthy event notifications • How to work with system messages • How to process notifications in a pop-up window
HOW TO WORK WITH NOTEWORTHY EVENT NOTIFICATIONS Bpm'online reminds you about upcoming noteworthy events with your colleagues and customers
through the tab of the notification center. The tab count displays the total number of unread notifications about noteworthy events.
DATA THAT IS DISPLAYED IN NOTEWORTHY EVENTS
The tab notifies you about birthdays and foundation days for the current day and the next two business days. NOTE Use the "Noteworthy events notification period, days" system setting to change the period of time for noteworthy events notification. The period is two days by default.
bpm’online sales 37 User guide
A history of read notifications for noteworthy events is stored on this tab for a month. You will be notified about noteworthy events for the following accounts and contacts: • Contacts and accounts for which you are specified as the owner. • Contacts of the “Employee” type or those for which account “Your company” are specified. • Primary contacts of the accounts for which you are specified as the owner. • Contacts and accounts specified for the orders of which you are the owner. Orders with "Draft", "Confirmation" and "In progress" status are considered. • The contacts and accounts specified in opportunities for which you are the owner (by the [Customer] field and the [Contacts] detail of the opportunity). The opportunities that are not at the final stage are considered and those which were completed successfully during the previous half-year. NOTE Use the "Noteworthy event notification period for opportunity participants, months" system setting to change the period of time of successfully closed opportunities to notify about the noteworthy events. The period is six months by default.
• The contacts and accounts specified in activities for which you are the owner (by the [Legal entity] field and the [Participants] detail of the activity). Only activities that do not have a final status are considered. The noteworthy event notification list is updated every 24 hours. You will receive a notification about the upcoming event at once if you were assigned as the owner for an individual, legal entity or opportunity.
HOW TO PROCESS A NOTIFICATION FOR THE NOTEWORTHY EVENT To view additional information about a contact or account, click a hyperlink in the notification. The page for the account or contact will open. If you need to perform any action connected to the upcoming event, create an activity for it. To do this, select the [New task] option in the actions menu. SEE ALSO • How to work with reminders • How to work with feed notifications • How to work with approval notifications • How to work with system messages • How to process notifications in a pop-up window
HOW TO WORK WITH SYSTEM MESSAGES
All bpm'online system messages are displayed on the tab. These messages do not require your attention. They are messages about Excel imports, searches for duplicate contacts and accounts or bulk email sending notifications. The tab count displays the total number of unread system messages. All messages are considered as read if you open the tab. The history of notifications is stored on the tab for a month after they are created.
SEE ALSO • How to work with reminders • How to work with feed notifications
38 The communication panel
• How to work with approval notifications • How to work with noteworthy event notifications • How to process notifications in a pop-up window
bpm’online sales 39 User guide
LISTS Data in the system sections as well as on some page details (for example, on the ACTIVITIES detail of the account page) is displayed as a list. A LIST contains records, and each record contains a field group. In this view, the emails and web addresses are displayed as links. Clicking a web address opens a window containing the specified web page. Clicking an email address opens a window where you can create a new message using the default mail client. Some other values in the system are also displayed as links to allow quick switching between the records. For example, the value in [Owner] field of the ACTIVITIES section is displayed as link to allow you to switch from the activities list to the activity's owner page.
LIST VIEWS There are two basic views a section can be displayed in. The list view (Fig. 21) displays records in the form of a simple table. Every object field has a corresponding column.
Fig. 21 The list view
In the tile view (Fig. 22), fields can be displayed in several rows for each record.
40 Lists
Fig. 22 The tile view
You can choose between the list view and the tile view while setting up the list. When a record page opens the list is displayed in the additional vertical view (Fig. 23). In this view, the list data is displayed in a column. Each field of the record corresponds to a certain line in the vertical view. When you toggle between records in the vertical view, the right side of the page displays the detailed information about the selected record.
Fig. 23 The vertical view
THE EDITABLE LIST In bpm’online you can edit records directly in the list without opening the corresponding pages. The editable list (Fig. 24) is used for fast and frequently changing objects, for example, records on the [Products] detail in the [Documents] section .
bpm’online sales 41 User guide
Fig. 24 The editable list
Adding a record 1. Create a new record on the detail. An additional string will appear in the editable list. Fill in the values. 2. Click the area where the needed field is, and enter the value (Fig. 25).
Fig. 25 Filling in the field
NOTE An editable field is underlined by a dotted line.
3. To fill in the next field of the record, press the [Tab] key or click the area where the needed field is. You can also press the [Space] key to select or deselect checkboxes. 4. When all needed fields are filled in, save the record using the [Ctrl]+[Enter] key combination or
by clicking the button.
NOTE If all requested fields of the record are filled in, the record will be saved automatically after clicking outside of the string area. Canceling changes To correct a mistake made when editing a record, cancel the changes by pressing the [Esc] key or by clicking the button. As a result, all unsaved changes will be canceled.
When adding a new record, click the button ([Esc] key) to delete the record.
Deleting records
To delete a record, use the button. When deleting a previously saved record, the system will display an additional confirmation message. If the record is not saved yet, the notification about the deletion option will not be displayed.
42 Lists
LIST SETUP You can customize the appearance of a list, its field group and the data sorting parameters. You can also bring up the summary information for displayed records. To set up lists, use the [View] menu (Fig. 26).
Fig. 26 The list setup menu
Menu commands: • [Sort by] — sorts the list records by the selected column data. • [Set up dashboards] — displays the number of records, amount, average, maximum or minimum value by the data in the selected columns; • [Set up columns] — sets up the list of displayed columns, changes their order and appearance
CONTENTS • Sorting records in a list • Setting up summaries by columns • Setting up columns • Exporting list data
SEE ALSO • Filters • Folders and tags
VIDEO TUTORIALS • Setting up the list • Setting up simple and advanced filters
SORTING RECORDS IN A LIST For convenience, the section records can be sorted by the values in the selected column in ascending or descending order. To sort records, select the [Sort by] command in the [View] menu. The columns displayed on the section page are listed in the submenu. The sorting order (ascending or descending) is indicated next to the name of the column by which sorting is done. For example, all records of the ACTIVITIES section can be sorted by the values in the [Due] column in descending order (Fig. 27).
bpm’online sales 43 User guide
Fig. 27 Data sorting
To sort records by column, select the [Sort by] command in the [View] menu. Then select the needed column. Selecting the column repeatedly changes the sort order. To display the needed column in the menu, set up the section list. In the list view you can quickly sort records by clicking the column caption (Fig. 28).
Fig. 28 Quick data sorting in the list view
NOTE Bpm’online automatically saves sorting parameters for each user individually. To return to the default sorting parameters, click the [Restore default settings] button in the user profile. In this case, all custom settings including sorting will be discarded in all system sections.
SEE ALSO • Setting up columns • User profile page
VIDEO TUTORIALS • Setting up the list
SETTING UP SUMMARIES BY COLUMNS Set up the summaries to display the summary information based on the data in the section columns. Select the [Set up summaries] command in the [View] menu to manage summaries (Fig. 29).
44 Lists
Fig. 29 The [Set up summaries] option
The set up summaries will be displayed in the top right part of the section area (Fig. 30).
Fig. 30 Summaries area in a section
Summaries are used to calculate: • the total number of records (available for all columns). For example, you can calculate the number of the registered customers in the CONTACTS section. • the minimum or maximum value in a column (available for numeric columns, date/time columns). For example, in the ACCOUNTS section, you can find out the last date that a new company was added. • The sum or the average value in a column (for numeric columns only). For example, in the ACTIVITIES section, you can display the average activity duration. If the section records are filtered (for example, a folder is selected, or one or more filters are applied), then summaries will be calculated only for the filtered records. For example, if you want to calculate the number of customers from New York, set the corresponding filter and display summaries (Fig. 31).
Fig. 31 Display of summaries for filtered records
bpm’online sales 45 User guide
CALCULATING THE NUMBER OF RECORDS IN A SECTION To display the key value, click the [Show] button. 1. Open the needed system section. 2. In the [View] menu, select the [Set up summaries] command.(Fig. 29). 3. Select the [Display number of records] checkbox on the opened page (Fig. 32).
Fig. 32 The [Display number of records] checkbox
4. Click the [Save] button to save the user settings. As a result, the total number of system records will be displayed in the summary area.
CALCULATING SUMMARY AMOUNT BY A NUMERIC COLUMN Described below is the procedure of setting up summaries by column values, using the average activity duration value as an example. To do this: 1. Open the needed section, for example, the ACTIVITIES section. 2. In the [View] menu, select the [Set up summaries] command.(Fig. 29). 3. On the opened page, click the [Add] button. 4. In the list, select the numeric column the summaries should be displayed by, for example, “Duration (minutes)”. Click the [Select] button (Fig. 33).
Fig. 33 Selecting a column
NOTE To select a column of a subordinate object, click the button and select the needed subordinate object from the list.
5. On the summary setup page, specify the display parameters for the summary information: a. Select the function from the list for calculating data, for example, “Average”. b. Enter the caption that will be displayed in the summary area, for example, “Average duration (minutes)”, and click the button. c. Click the [Save] button to save the user settings (Fig. 34). As a result, the average activity duration will be displayed in the summary area of the ACTIVITIES section.
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Fig. 34 Setting up summaries by column values of an object
To view summaries for specific records, apply a filter or select a folder. For example, you can specify the owner, activity category and the required period of time.
REMOVING THE SUMMARY INFORMATION To remove summaries from the page, click the button next to the record in the summary area (Fig. 35).
Fig. 35 Canceling dashboards display
SEE ALSO • Filters • Folders and tags
VIDEO TUTORIALS • Dashboards setup
SETTING UP COLUMNS You can select the columns that will be displayed in the list, as well as set up their width, sequence, and appearance. Any list can be set up individually for each system user. You can display columns of the current and connected objects. For example, you can display the [Primary contact] column, as well as the [Job title] column connected to the [Primary contact] column for the “Account” object. Similarly, you can display the [Account] column, as well as the [Job title] column of the “Account” object for the “Activity” object. Also, the list can display aggregate columns that show the summary information about the subordinate objects. For example, for the “Account” object, you can calculate the number of activities by account; for the “Contact” object, you can display the date of the last call by customer, etc. NOTE Objects that contain fields with the current object specified are called “subordinate objects” or “objects with reverse connection”.
The name of the connected column is generated in the format “Object.Column”, for example, “Primary contact.Job title” or “Account.City”. The name of the aggregate column is generated in the format “Function(Object (the way it is connected)).Column”. For example, to see the date of the last activity registered for a contact, display the following column in the list: “Maximum(Activity(by column Contact)).End date”. The column caption that is displayed in the list can be customized.
bpm’online sales 47 User guide
CONTENTS • Setting up columns in the tile view list • Adding the current object column • Adding an aggregate column in the list
SETTING UP COLUMNS IN THE TILE VIEW LIST Select the [Set up columns] command in the [View] menu to open the columns setup page (Fig. 36).
Fig. 36 The columns setup window
The columns setup area consists of cells that can be filled in with the needed columns. Cells in the tile view can consist of several rows, and cells in the list view can consist of only one row. Use the [+] and [-] buttons to manage the width of columns. You can widen a column only if there is a free cell next to it. To move a column, select it and then drag it to an empty cell holding the left mouse button. To hide a column, select it and then click the [Delete] button. If there are no columns in the row after the column has been removed, then the row will be hidden.
To add a new column, click the button. If you add a column in the lowest row of the tile list, then additional empty row will be added below. To set up the display parameters for a column, select it and then click the [Set up] button. In the tile view, you can change or hide column captions, specify functions and filters for calculating aggregate columns, as well as select the caption style. To save changes, click the [Save] button. The changes will be saved for the current user. If the column settings must be saved for all users, select the [Save for all users] command from the [Save] button menu. NOTE To remove custom column settings in all sections, click the [Restore default settings] button in the user profile.
48 Lists
ADDING THE CURRENT OBJECT COLUMN Described below is the procedure for adding current object columns to the list. For example, to display the [City] and [Department] columns in the CONTACTS section: 1. Open the CONTACTS section. 2. In the [View] menu, select the [Set up columns] command. 3. On the column setup page, click the [+] button. 4. Select the column to be displayed, for example, “City”. Click the [Select] button (Fig. 37).
Fig. 37 Selecting a column to be displayed
5. In the column settings area, select the added column and widen it by clicking the [+] button (Fig. 38).
Fig. 38 Widening a column
6. Use the same procedure to add the [Department] column. Tap the [Save] button. As a result, the selected columns will be displayed in the CONTACTS section list (FIG. 39).
bpm’online sales 49 User guide
Fig. 39 Setting up columns in the [Contacts] section
ADDING AN AGGREGATE COLUMN IN THE LIST You can display aggregate (calculated) columns of the connected objects. For example, you can get the summary information about the “Account” object by the connected “Activity” object. To display the number of activities connected to each Accounts in the ACCOUNTS section: 1. Open the ACCOUNTS section. 2. In the [View] menu, select the [Set up columns] command. 3. On the column setup page, click the [+] button. 4. In the opened column selection dialog window: a. Click the [+] button next to the object name. b. In the added field, select the object with the reverse connection, for example, “Activity (by column Account)”. c. In the [Column] field, specify the column of the connected object, for example, “Quantity”. d. Click the [Select] button (Fig. 40).
Fig. 40 Selecting an aggregate column
5. On the opened page, specify the display and filter parameters for the selected column (Fig. 41).
50 Lists
Fig. 41 The column setup page
a. Enter the caption for the column to be displayed, for example, “Number of activities”. b. In the [Column appearance] field, select the text size for the column caption. For example, if you need to display the caption in upper-case, select the “Title” format. c. Specify the filter for data aggregating, if necessary. For example, to display only those activities that are connected to the specified owner, apply filtering by the [Owner] field. 6. Click the [Save] button on the column setup page. 7. Save the column setup parameters. As a result, the accounts list will display the number of activities of the current user for each account. NOTE The [Format] detail is available in the tile view only.
VIDEO TUTORIALS • Setting up the list
EXPORTING LIST DATA When working in the section list, you can use the [Export list to file] action in the [Actions] menu. You can save lists in the.CSV format for further processing in MS Excel NOTE Please note, if you do not have access rights to the [Export list to file] system operation, the export will not be available.
DATA EXPORT FAQ • Why isn’t the [Export to file] action displayed? • When I export data, the "You have insufficient rights to perform the operation” message pops up • Why is the data displayed incorrectly in the exported file? • Why are there string breaks in the exported file? • How to download detail values?
bpm’online sales 51 User guide
Why isn’t the [Export to file] action displayed? If you do not see the [Export to file] action, then most likely you do not have access rights to the [List export] operation. Contact your system administrator to get access to exporting list data. When I export data, the "You have insufficient rights to perform the operation” message pops up Bpm'online may display the "You have insufficient rights to perform the operation” message in several cases: • You probably have no access rights to export the list, but you can still see the [Export to file] action. This situation may occur if access rights for the operation were changed while working in bpm'online. The [Export to file] action will be hidden after you have updated the browser cache. • You may have exceeded the allowed number of exported values. By default, the system permits the export of up to 20,000 records. So you will get an error message if you try to upload a bigger amount. You can increase this value. Note that increasing this value can increase server load and reduce performance of your site. If bpm'online is deployed on-site, to increase the number of imported records, specify the desired value in the MaxEntityRowCount parameter in the configuration file: [The path to the directory with the installed application]\Terrasoft.WebApp\Web.config. Now you must clear the Redis server session cache and reload the site and application pool. In case the application is deployed on cloud you need to contact support to increase the value of the MaxEntityRowCount parameter. Why is the data displayed incorrectly in the exported file? Correct display of data uploaded to Excel depends on either the settings of bpm'online or the settings of Excel. Incorrect encoding. Check the value of the [Encoding when exporting to ".csv"] system setting. Change the default value to, for example, UTF-8, or any required encoding. Excel hasn’t split the cells into strings. Automatic data distribution by strings depends on the regional settings of Excel, as well as on the [Delimiter when exporting to ".csv"] system setting. String breaks due to the presence of special characters that Excel processes incorrectly. The list column titles differ from the column titles in the exported table. This is not an error and corresponds to the current implementation of bpm'online. The field name in the object and on the page may vary. When you export a file, specify the field name from the object. Why are there string breaks in the exported file? In some cases, when you export list values to .csv file, Excel may break strings. This is caused by MS Excel incorrectly processing a limited set of characters, while bmp'online generates data correctly. One of the solutions to the problem is to re-save the records that use special characters. If you are unable to identify these records, then you can use the following method. 1. Check the system settings: [Encoding when exporting to ".csv"] must contain the UTF-8 value, and [Delimiter when exporting to ".csv"] — ;. 2. Download the list to a .csv file.
52 Lists
3. Open the saved file in a text editor, such as Notepad or Notepad++. 4. Go to "File" —> "Save as". In the dialog box, specify the name for the updated file and in the "Encoding" field set UTF-8. Click the [Save] button. 5. Open the updated file in Excel. If all is done correctly, the data in Excel will be displayed correctly and without string breaks. How to download detail values? In contrast to the key list records, you cannot download detail values by default. If you need to download detail values, you can register a lookup by the detail object, and then download the data from this lookup list: 1. Go to the [System designer]. 2. Click the [Lookups] link in the [System setup] block. 3. Add a new lookup. The name can be arbitrary, but the detail you want to import has to be the object. For example, “Account communication options”. Don't forget to save the created lookup. 4. Open the created lookup. In the [View] menu, select the [Set up columns] command. Display the desired columns, e.g., "Account", "Type", "Number", and save the list. Thus, you will receive a lookup with all the values of the required detail. Export the created list to a file.
SEE ALSO • Universal import from Excel FAQ
bpm’online sales 53 User guide
HOW TO DELETE RECORDS When deleting a bpm’online record, you can opt to delete or save its connected records.
HOW TO DELETE A RECORD FROM THE DROP-DOWN LIST To delete a record from the drop-down list, select it and press [Delete] (Fig. 42):
Fig. 42 Deleting a record
Before you can delete a record, the system asks for confirmation. Once you've given your confirmation, the record will be deleted if: • this record is not connected to other objects in the system; • this record is not prohibited from being deleted (Fig. 43).
Fig. 43 Insufficient rights to delete a record
NOTE To obtain rights to delete records, please contact your system administrator.
HOW TO DELETE A RECORD CONNECTED TO OTHER OBJECTS IN THE SYSTEM
When you try to delete a record connected to other records, a notification appears and you can view the list of connected objects, by clicking [See more] (Fig. 44).
Fig. 44 Viewing objects connected to a record
The opened page displays objects that the record is connected to. Information on the record and connected objects is conveniently grouped in the sections in which they are contained.
54 How to delete records
To view detailed information on the objects connected to the record, click the button to the left of the section in which they are contained (Fig. 45).
Fig. 45 — Deleting a record connected to other sections
After analyzing the drop-down list, you can: • Remove the record from the list and leave it in the system. To do this, click the button to the right of the record name. • Delete the along record with all the connected objects. To do this, click [Delete records] and then click [Delete connected records]. The connected objects can have their own connections that need to be handled separately. • Delete a record and leave the connected objects in the system. To do this, select the [Do not delete connected records] command.
HOW TO DELETE MULTIPLE RECORDS To delete multiple records: 1. In the [Actions] button menu, click [Select multiple records] (Fig. 46).
bpm’online sales 55 User guide
Fig. 46 Selecting multiple records to delete
2. Select the records you wish to delete. 3. In the [Actions] button menu click [Delete]. NOTE The number of records selected for deletion is displayed in brackets on the [Actions] button.
A notification displays the number of successfully deleted records and the records not deleted due to their connections to other objects. If you need to delete all records from the drop-down list and their connections, click the [Delete records] button and select the [Delete connected records] command (Fig. 47).
Fig. 47 — Deleting multiple records connected to other objects
If you need to delete records from the drop-down list selectively, and examine the list of objects connected to those records. Read more SEE ALSO • Lists • Finding and merging duplicates • Filters • Folders and tags
56 Filters
FILTERS You can filter records in the list for sections and details in bpm’online. The following tools can be used to search and filter records in sections: • Quick filter; • Standard filter; • Advanced filter. To filter records on the details, a standard filter is used. Controls for managing filters are located in the upper part of the section page or directly on the detail (Fig. 48).
Fig. 48 Filter area
To manage standard and advanced filters in sections, use the [Filter] menu. To change the parameters of the applied filter either for the section or for the detail, click the filter and edit the needed fields in the filter area. The filter settings are saved when updating the page, when switching sections or re-logging into the system. To remove a filter, click the button in its right part (Fig. 49).
Fig. 49 Canceling one filter
NOTE The [Filter] menu is also used to manage folders. If some folders have been marked as favorite, their list will be displayed in the [Filter] menu. More information about the working with folders can be found in a separate article.
CONTENTS • Quick filter • Standard filter • Advanced filter
SEE ALSO • Lists • Folders and tags
VIDEO TUTORIALS • Setting up simple and advanced filters • Working with folders in bpm’online
QUICK FILTER Certain sections in bpm’online have quick filters. Use a QUICK FILTER to filter data by the most frequently used conditions (Fig. 50).
bpm’online sales 57 User guide
Fig. 50 Using the quick filter
For example, the [Activities] section contains a quick filter as it is needed to analyze employee's activity during a specified period of time. By default, quick filters are enabled. Quick filter parameters may vary depending on the section. CONTENTS • Filtering by time period • Filtering by owner
FILTERING BY TIME PERIOD You can filter records by time period, for example, to display the activities for the current or previous week. There are three quick filter presets: • – shows records for the current day. • – shows records for the current week. • – shows records for the standard period, for example, “Yesterday”, “Current week”, “Next week”, “Previous month”, and so on. You can also set a custom period by specifying its start and end dates using the built-in calendar. NOTE Previous, current and next week (month) are actual calendar weeks (months). For example, if the previous month was December, then when you select the “Previous month” period in the [Activities] section, the activities will be displayed for the period of time between 1st and 31st of December. NOTE Use the advanced filter to display records by quarter, half year or other custom periods in the list.
To set up custom filter period, select the start and end date of the period using the built-in calendar. You can open the calendar by clicking the start or end date of the period (Fig. 51).
Fig. 51 Opening the calendar filter
58 Filters
FILTERING BY OWNER Apply a filter by owner, for example, to display activities by one or more employees. To view data by a certain owner, select the user's name in the filter menu. To view data about several owners, select the [Add owner] option from the menu and specify the user in the opened window. To cancel a filter by owner, select the [Clear] option from the filter menu.
SEE ALSO • Standard filter • Advanced filter
VIDEO TUTORIALS • Setting up simple and advanced filters
STANDARD FILTER The STANDARD FILTER is either used to search for records in the section or on the details by the values specified in one or more columns. For example, to search for all companies of a specified type or activities that have a specified status and priority.
CONTENTS • Applying standard filters in sections • Applying multiple standard filters for the section • Applying a standard filter for the detail • Applying multiple standard filters to a detail • Removing the filter panel from the detail
APPLYING STANDARD FILTERS IN SECTIONS 1. From the [Filter] menu, select the [Add condition] option (Fig. 52).
Fig. 52 Adding standard filter conditions for the section
2. In the appeared fields, specify a filter condition. Select a column that you want to search records by and specify the column value (fully or partially). To apply the filter conditions, click
the button (Fig. 53).
Fig. 53 Applying standard filter conditions for the section
As a result, the section list will display the records that match the applied filter condition.
bpm’online sales 59 User guide
APPLYING MULTIPLE STANDARD FILTERS FOR THE SECTION You can apply more than one standard filter in a section. To add more filters, select the [Add condition] option from the [Filter] menu once again and specify a filter condition. Once several standard filters are applied, the list will contain only those records that match all filter conditions.
APPLYING A STANDARD FILTER FOR THE DETAIL
1. Select the [Apply filter] option from the menu (Fig. 54).
Fig. 54 Adding standard filter conditions for the detail
2. In the appeared fields, specify a filter condition. Select a column that you want to search records by and specify the column value (fully or partially). To apply the filter conditions, click the button (Fig. 55).
Fig. 55 Applying standard filter conditions for the detail
As a result, the detail list will display the records that match the applied filter condition. NOTE You can apply filter condition only for details with lists.
APPLYING MULTIPLE STANDARD FILTERS TO A DETAIL
You can apply more than one standard filter to a detail. To add more filters, click the button and specify a filter condition. Once several standard filters are applied, the detail will contain only those records that match all filter conditions.
REMOVING THE FILTER PANEL FROM THE DETAIL The filter panel will be automatically hidden after the page update. To hide the filter panel manually, select the [Hide filter] option in the menu (Fig. 56).
60 Filters
Fig. 56 Hiding filter panel on the detail
ATTENTION This action is available if no other filter conditions are applied. NOTE The filter conditions will not be reset if you can expand and collapse the detail (by clicking the button).
SEE ALSO • Quick filter • Advanced filter
VIDEO TUTORIALS • Setting up simple and advanced filters
ADVANCED FILTER If you need to apply a more complex filter with several search parameters and conditions, use the ADVANCED FILTER. For example, you can use it in the [Activities] section to display all meetings with new customers. To apply the advanced filter, select the [Switch to advanced mode] option from the [Filter] menu (Fig. 57).
Fig. 57 Switching to the advanced filter mode
NOTE If you will require the configured filters in the future, you can save a dynamic folder by them.
CONTENTS • Applying an advanced filter by object columns • Applying an advanced filter by connected object column • Applying the advanced filter with grouping filter conditions • Applying an aggregate filter • Applying filter by time period
bpm’online sales 61 User guide
APPLYING AN ADVANCED FILTER BY OBJECT COLUMNS You can apply filter by one of the current section columns (for example, you can filter activities by the [End date] column of the “Activity” object or filter contacts by the [Job Title] column of the “Contact” section). For example, to filter the uncompleted activities that were changed within the last two weeks in the [Activities] section: 1. Open the [Activities] section. From the [Filter] menu, select the [Switch to advanced mode] option (Fig. 57). 2. In the filter setup area, click the
Fig. 58 Selecting a column for the advanced filter
4. On the filter page, select the needed parameters: a. Select the condition type by clicking its symbol, for example, “=”. b. Click the link. In the opened window, specify the values for the selected column, for example, “Not started” and “In progress”. Click the [Select] button (Fig. 59).
Fig. 59 Selecting a value for a column
NOTE When using the "≠" condition, records with unfilled fields are taken into account.
5. Similarly, add the remaining conditions. For example, specify the threshold dates for the records that were modified.
62 Filters
6. Specify the logical operator for the added conditions, for example, “AND”, by clicking it (Fig. 60).
Fig. 60 Selecting a logical operator
NOTE The “AND” logical operator is applied if the record must match all conditions in the group. Apply the “OR” logical operator if the record must match at least one of the conditions in the group. NOTE By default, the filter area contains one empty root group with the logical operator “AND”.
7. Click the [Apply] button. As a result, only uncompleted activities that were changed within the specified time period will be displayed in the [Activities] section.
APPLYING AN ADVANCED FILTER BY CONNECTED OBJECT COLUMN You can filter records by the columns of the current record and by the columns of the objects connected to it. For example, activities can be filtered by the category of the connected account (the [Type] column of the [Accounts] section). To filter activities in the [Activities] section by a certain type of company: 1. Open the [Activities] section. From the [Filter] menu, select the [Switch to advanced mode] option (Fig. 57). 2. Click the
a. Click the button next to the object name. b. In the added field, select the connected object, for example, “AccountOrganization”. c. In the [Column] field, specify the column of the connected object, for example, “Category”. d. Click the [Select] button (Fig. 61).
bpm’online sales 63 User guide
Fig. 61 Selecting a column of the connected object
4. On the filter setup area, select the needed parameters: a. Click the symbol of filter condition to change its type. By default, the “=” condition is indicated. b. Click the link. In the opened window, select the needed value for the selected column, for example, “Category = VIP”. Click the [Select] button. 5. Click the [Save] button (Fig. 62).
Fig. 62 Applying filter conditions
As a result, only activities that are connected to accountsorganizations of the "VIP" category will be displayed in the section list. NOTE In this example, when applying the Account.Type ≠ Customer filter, the section will display only activities by accounts who are not customers and whose type is not specified.
If you use filtered data on a regular basis, click the [Save as] button to create a dynamic folder using this filter.
APPLYING THE ADVANCED FILTER WITH GROUPING FILTER CONDITIONS You can create advanced filters with several logical operators. For example, you can display all customer ACCOUNTS who reside in New York, and those that have no city specified: 1. Go to the ACCOUNTS. section. From the [Filter] menu, select the [Switch to advanced mode] option (Fig. 57). 2. Apply the “Type = Customer” condition: a. Click the
64 Filters
c. In the filter setup area, click the link. In the opened window, select the needed value for the selected column “Category = VIP”. Click the [Select] button. 3. Add the “City = New York” condition in the same manner. 4. To apply the “City is not filled in” condition: a. Click the
Fig. 63 Selecting filter conditions to be grouped
b. From the [Actions] menu, select the [Group] option (Fig. 64).
Fig. 64 Grouping filter conditions
As a result, the selected conditions will be combined in a separate group. c. Set “AND” as the logical operator of the root group and “OR” as the logical operator for the newly created group by clicking the operator name (Fig. 65).
bpm’online sales 65 User guide
Fig. 65 Setting a logical operator for the group of filter conditions
6. Click the [Apply] button. As a result, only the accounts of the “Customer” type for which the “New York” value or no value is specified in the [City] field will be displayed in the section.
APPLYING AN AGGREGATE FILTER The aggregate filter allows to filter object records by the connected records in objects with the reverse connection. The following filter conditions can be applied in the aggregate filter: • COUNT – a certain number of the connected records exists in the object with the reverse connection for the filtered records. For example, you can filter employees that are specified in the [Owner] field for five or more accountsaccountsorganizations. NOTE The information about the employees of your company is stored in the Contacts section
• MAXIMUM / MINIMUM – for the filtered records, the object with the reverse connection contains records with a specific maximum (minimum) value in the numeric or the date column. For example, you can select employees whose last task was completed last week. • SUM, AVERAGE – for the filtered records, the object with the reverse connection contains the connected records with the particular sum of values or the average value in the numeric column. For example, you can filter employees whose average task duration is greater than two hours. Applying the aggregate filter is identical to applying the filter by connected object columns. For example, you need to obtain a list of employees that are owners for the accountsaccountsorganizations of the “Customer” type. Applying the following aggregate filter will help you compile this list: 1. Open the section whose records must be filtered, for example, . From the [Filter] menu, select the [Switch to advanced mode] option (Fig. 57). 2. Click the
66 Filters
Fig. 66 Setting up a reverse connection object column in the aggregate filter
a. Click the button next to the object name. b. In the added field, select the object with the reverse connection. For example, to apply an aggregate filter by the [Owner] column of the [Accounts] section, select “Account (by column Owner)”. c. In the [Column] field, specify the column of the object with the reverse connection, for example, “Quantity“. d. Click the [Select] button. 4. In the filter setup area (Fig. 67): a. Select the filter conditions. In this case, the condition is “Quantity > 0”. b. Apply the necessary additional conditions: If you need to display only those contacts that are owners for Accounts of the “Customer” type, add the corresponding condition to the filter.
Fig. 67 Applying filter conditions for an aggregate filter
5. Click the [Apply] button. As a result, the employee record will be displayed in the CONTACTSsection only if there is an account, for which this contact is specified in the [Owner] field. SEE ALSO • Quick filter • Standard filter
bpm’online sales 67 User guide
APPLYING FILTER BY TIME PERIOD To display data related to a certain period of time, specify this period in the filter conditions. For example, you can view the activities that took place during your business trip three weeks ago. To do this: 1. Open the required section, for example, the [Activities] section. 2. From the [Filter] menu, select the [Switch to advanced mode] option (Fig. 68).
Fig. 68 Switching to the advanced filter mode
3. When the filter area opens, select the beginning of the period you want to display records for. To d o t h i s : a. Click the
Fig. 69 Adding column to filter condition
b. Select the logical operator next to the added column (Fig. 70), for example, “≥” (greater than or equal to), to set this period as the filter start date.
Fig. 70 Selecting filter condition type
68 Filters
c. From the link menu, select the [Specify exact date] option (Fig. 71).
Fig. 71 Specifying the exact date of filter period
d. In the opened window, click the button to open the built-in filter calendar, and select the needed date (Fig. 72).
Fig. 72 Built-in filter calendar
4. Specify the filter end date. a. Add the “End” column to the filter condition to sort activities by the start date. b. Then select the “≤” (less than or equal to) condition type. c. Select the date from the built-in calendar.
bpm’online sales 69 User guide
5. Make sure that the “AND” logic operator is set for the added filter conditions. 6. Apply the filter by clicking the corresponding button.
Fig. 73 Applying filter
As a result, only activities that started within the specified period will be displayed in the [Activities] section. Standard filter periods To facilitate working with filters, use standard filter periods. For example, you can easily display records for the previous, current or next week. Standard periods are available in the link menu of the filter condition (Fig. 74).
Fig. 74 Selecting standard filter period
Hour The menu includes options that enable you to display records for the previous, current or next hour. In addition, you can display records for a certain number of previous or next hours. In addition, you can set the exact time to the minute as a filter value. To do that, select the [Exact time ] option and enter the needed time value in the following format – H:MM, for example, “2:43 PM”. Also, you can select a standard time value from the drop-down list.
70 Filters
To define the number of previous or next hours, select the [Previous hours ] or [Following hours ] option respectively. Enter the needed number in the appeared field. Only integer numbers are acceptable. Please, note that the previous, current or following hour is not an hour from the current moment, but a full hour starting from the 1st till the 60th minute, for example, from 9:00 to 9:59. Therefore, if the current time is 2:34, the following hour is the period from 3:00 to 3:59, not from 2:34 to 3:33. Day The menu consists of options that allow you to display records for the previous, current or next day. In addition, you can display records for a certain number of previous or next days. You can also use a specific day of the month or week as a filter value. To set a specific day of the month as a filter value, select the [Day of the month ] option and enter the needed date in the appeared string. To set a specific day of the week as a filter value, click [Day] –> [Day of the week ] and select the needed day. Week The menu includes options that allow you to display records for the previous, current or next week. Previous, current or next week is a calendar period from Monday till Sunday. It is not a 7-day period starting from the current day. For example, if today is Wednesday, the next week is the period from next Monday till Sunday, not the following 7 days from the current day. Month The menu includes options that allow you to display records for the previous, current or next month. You can also use a specific month as a filter value. To set a specific month as a filter value, click [Month] > [Month ] and select the needed month. Previous, current or next month is a calendar period. For example, if the previous month was December, then when you select the “Previous month” period, the records for the period from December, 1st till December, 31st will be displayed. Quarter The menu includes commands that enable you to view records for the previous, current or next quarter. The previous, current or next quarter is a 3-month period: the 1st quarter includes the 1st, 2nd and 3rd months of the year (January, February, March), the 2nd quarter includes the next three months (April, May, June) and so on. For example, if it's August, the next quarter is the period that includes October, November and December (the 4th quarter). Half-year The menu includes options that allow you to display records for the previous, current or next half-year. Previous, current or next half-year is a 6-month period: the period from January to June is considered the 1st half-year. The 2nd half-year is the period from the July to December. For example, if it's August (included in the 2nd half-year), then the next half-year is the time period from January to June of the next year. Year The menu includes options that allow you to display records for the previous, current or next year. You can also use a specific year as a filter value. Previous, current and next year is a calendar period. For example, if it's August, 2014, the next year is the period from January to December of 2015. It is not a 12-month period starting from August 2014.
bpm’online sales 71 User guide
SEE ALSO • Quick filter • Standard filter
VIDEO TUTORIALS • Setting up simple and advanced filters
72 Folders and tags
FOLDERS AND TAGS Use folders and tags to search for the records within the sections. Find required records in a matter of minutes by using tags or folders. Use tags to segment your records manually. For example, in the [Knowledge base] section, you can use tags to search articles by keywords. Another example, in the [Contacts] section, you can use tags to mark your VIP customers or form a blacklist of customers, as you can tag each record individually. If you filter section records by tag, only the records containing the selected tag will be displayed. Use folders to segment your records as per filter conditions. For example, in the [Contacts] section, you can create a “New customers” folder that will filter records by the contact type (“Customer”) and the record date (“Current month”). If you select a folder within a section, only the records that match folder filter conditions will be displayed. You can add your most frequently used folders in favorites. Any section record can be included in several folders and can have several tags at the same time.
CONTENTS • Working with tags • Working with folders
VIDEO TUTORIALS • Working with folders in bpm’online • Using tags in bpm’online • Setting up simple and advanced filters
SEE ALSO • Product catalog
WORKING WITH TAGS Use tags to quickly search for the records by key words. You can assign a tag or group of tags to any bpm'online record and further select the needed data in a matter of few clicks. For example, you can tag important records or the records that need to be processed, define VIP customers or the customers who contacted you for the first time. Also, you can assign either tags that will be displayed only to you or will be available to other bpm'online users or customers on the self-service portal. Records are tagged manually. You can tag a record directly from the record page. Use the section filter area to filter the records by tags. Bpm’online sales uses individual tag lists for each section. The following types of tags are used in bpm’online sales: • Private – tags that are only visible and accessible to user who created them. Any user can create any number of private tags. Private tags are not visible for managers and system administrators. Private tags in bpm’online sales are marked green. • Corporate – tags that are visible for all the company employees. Any employee can add or remove a corporate tag. Corporate tags can be created by all employees/roles that are permitted to perform the “Corporate tags management” operation. Corporate tags in bpm’online sales are marked blue. • Public – tags that are visible for all the company employees and for the self-service portal users. Any employee can add or remove a public tag. Public tags can be created by all employees/roles that are permitted to perform the “Public tags management” operation. Public tags in bpm’online sales are marked red.
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NOTE By default, the permission to create public and corporate tags is only granted to the “System administrators” role.
CONTENTS • How to create a tag • How to tag a record • How to remove a tag • How to filter section records by tags
HOW TO CREATE A TAG
1. Open a record that you want to tag, for example, a contact page, and click the button. 2. In the opened window, enter the name of your new tag. The drop-down menu will display the tag types that you have the rights to create. Select the necessary tag type, for example, corporate (Fig. 75).
Fig. 75 Creating a tag
As a result, your new tag will be created in bpm’online sales. This tag will also be added to the selected section record. NOTE When creating a tag, use the [+] button in the window or the “Down”, “Up” and “Enter” keys. NOTE If the combination of the type and the name of your new tag already exists in the system, your tag will not be created. In such case, select the existing tag.
HOW TO TAG A RECORD
1. Open a record that you want to tag, for example, a contact page, and click the button. 2. In the opened window, start entering the name of the existing tag that you want to add to the selected record. The drop-down list will show the tag search results. Select your tag (Fig. 76).
74 Folders and tags
Fig. 76 Tagging a record
The contact will be tagged as the result. NOTE To view the full list of tags, press the “Down” key while the cursor is in the window string.
HOW TO REMOVE A TAG 1. Open a record that you want to remove a tag from, for example, a contact page, and click the
button. 2. In the opened window, select your tag and click the cross image next to the tag (Fig. 77). The tag will be removed from the section record. Removing the tag from the record will not result in removing it from the tag list.
Fig. 77 Removing a tag
HOW TO FILTER SECTION RECORDS BY TAGS In the filter area, click the button. Place the cursor in the opened window and select your tag from the list (Fig. 78). You can also enter the tag name manually.
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Fig. 78 Selecting a tag to filter section records
As a result, the section records will be filtered by the selected tag.
VIDEO TUTORIALS • Using tags in bpm'online
WORKING WITH FOLDERS Records cannot be manually included in or excluded from folders. A record will be included in a folder if such record meets the folder filter conditions. If that record does not meet the folder filter conditions any more, it will automatically be excluded from that folder. For example, your “Competitors” folder filters the records by the account type (“Competitors”). Thus, the companies for which the “Competitor” value is specified will be automatically included in the folder. If the company type changes, the record will automatically be excluded from that folder. The folders can have any structural hierarchy and contain both parent and child folders. The folder structure does not affect the contents of the folders. For example, if a record is included in one of the subordinate folders, it does not necessarily mean it is included in the parent folder. You can create the necessary folder structure and specify the your own rules for the folder contents. Deleting a folder will not result in deleting the records contained in it.
CONTENTS • How to create a folder • How to manage favorite folders
HOW TO CREATE A FOLDER 1. In the [Filter] menu, select the [Show folders] option.
Fig. 79
2. Click the [New] button. 3. Enter the folder name and click the [OK] button in the opened page.
4. Select the created folder, click the button and select the [Set up filter] option (Fig. 80).
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Fig. 80 Opening the filter of the folder
5. Set the needed filter conditions and click the [Save] button (Fig. 81).
Fig. 81 Saving a folder filter
The functionality of the [Filter] block is identical to that of the advanced filter. NOTE You can also save an advanced filter as a dynamic folder. To do this, click the [Save as] button in the filter area.
SEE ALSO • How to manage favorite folders
HOW TO MANAGE FAVORITE FOLDERS You can add the most frequently used folders to the list of favorites. To add a folder to favorites, select it and click the button (Fig. 82).
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Fig. 82 Adding a field group to favorites
All added folders are displayed as subordinate to the “Favorite“ folder in the folder area. In addition, the favorite folders become available in the [Filter] menu (Fig. 83).
Fig. 83 Selecting the favorite folder in the [Filter] menu
SEE ALSO • How to create a folder
VIDEO TUTORIALS • Working with folders in bpm’online • Setting up simple and advanced filters
78 Mini-pages
MINI-PAGES You can quickly add and view records using mini-pages.
HOW TO ADD RECORDS USING THE MINI-PAGE When you add records in the [Contacts], [Accounts], [Activities], [Leads], [Opportunities] sections, a mini-page opens. Fill the page out and save the changes (Fig. 84).
Fig. 84 Adding a new record via mini-page
HOW TO VIEW THE MINI-PAGE OF A RECORD You can view mini-pages for contacts, accounts, activities, leads and opportunities. When you hover the mouse cursor over a hyperlink to open these records, a mini card is displayed (Fig. 85).
Fig. 85 Account mini-page
Mini-pages contain only fields that are filled in for the record. If, for example, the [Address] field is not filled in on the account page, it is not displayed in the mini-page of this account.
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WHICH ACTIONS ARE AVAILABLE IN MINI-PAGES With mini-pages, you can perform the basic actions available on the edit pages of the corresponding records. To make a call, click the button and select the required number (Fig. 86).
Fig. 86 Making a call
NOTE If the phone integration is not set up, the button will display phone number. Call management is covered in a separate article.
To send an email, click the and select an email address. NOTE Working with emails is covered in a separate article.
To open records displayed in the mini-page, click the corresponding links (Fig. 87).
Fig. 87 Opening the contact edit page
To open the edit page of a record from its mini-page, click the button in the upper right part of the mini-page. NOTE The information and available actions are different for the contact, account and activity mini-pages.
In addition to the ability to call or send emails, you can also create tasks and contacts from the mini- pages in the [Accounts] section, as well as view the location of an account on the map. You can use mini-pages in the [Contacts] section to make calls, send emails and check contact's current local time.
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To create a task or a contact, click the and select the required action. To view the location of an account on the map, click the button.
ADDITIONAL OPTIONS AVAILABLE IN THE ACTIVITY MINI-PAGE In addition to making calls and sending emails directly from an activity mini-page, you can also: • Schedule employee and customer activities in different timezones, taking into account the time difference. More information about working with contacts in different time zones is available in a separate article. • Edit planned date and time. • Change activity status. If an activity status is “Not started” or “In progress”, you can complete or cancel it as well as specify its result using the mini-page. • Add connected records to an activity mini-page. The information available in an activity mini-page depends on which fields are filled in on the activity record page (Fig. 88). If, for example, the [Contract] field is not filled in on the account page, it is not displayed in the mini-page of this account.
Fig. 88 The activity mini-page
How to add connected records to an activity mini-page Using mini-pages, you can connect an activity to a different system record. To connect an activity to a contract: 1. Enable editing by clicking the button at the top right corner of the mini-page. 2. Click the button in the [Connected to] block to add the [Contract] field to the mini-page and select a contract from the list. NOTE The list of contracts displayed when you hover the mouse cursor over the [Contract] field, is filtered by the [Account] field. How to add activity participants 1. Click the button to open the record page.
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2. Go to the [Participants] tab and click the button, then select a contact (Fig. 89).
Fig. 89 Adding activity participants
You can exit the edit mode by clicking the button or pressing the “Esс” key.
SEE ALSO • The [Contacts] section • The [Accounts] section • The [Activities] section
82 Time zones
TIME ZONES To efficiently communicate with customers and employees around the world, bpm'online takes into account timezones of each contact. This enables you to: • Quickly identify the current local time of an employee or a customer when planning activities and communications. • Synchronize employee and customer activities in different timezones, taking into account the time difference. The current local time and time zone is displayed for all contacts and activities.
CONTENTS • How to determine the current local time for a contact • How to plan activities for participants in different time zones
HOW TO DETERMINE THE CURRENT LOCAL TIME FOR A CONTACT The current local time is displayed for each contact on the contact page in the contact profile and on the contact mini-page. To quickly view a contact's local time, hover your cursor over the contact's name in the list. A contact mini-page will open, in which the contact's current time is displayed under the contact's photo. • Time zone information, displayed on the contact mini-page, includes: • Contact's current time • Country or city name (Fig. 90)
Fig. 90 Contact's local time, as seen on a mini-page
When you hover the mouse cursor over the time, the time zone is displayed.
HOW TIME ZONES ARE DETERMINED To determine local time of a customer or employee, information from the [Addresses] detail of the contact record page is used. Contact's time zone is automatically determined by the city specified in the [Actual address] field, or the contact's country of residence, if the city is not filled in.
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NOTE Cities are assigned to time zones in the [Cities] lookup. The countries have the same timezones as their capital cities. When adding new records in the [Cities] lookup, be sure to specify a time zone for each new city.
If a contact record page has 2 addresses of ”Actual” type, the address that was added last is used for determining the time zone. If no address of ”Actual” type is specified, the last added address is used, regardless of its type. If no address is available on the contact page, the legal address of the connected account is used for determining the time zone. If a legal address is not specified for the connected account, then the time zone is determined by the last entered address of the account. If the contact is a registered system user, then information from the user profile is used to determine the time zone. NOTE If no information can be found in the system to determine contact's time zone, the time zone icons will look like this: .
HOW TO PLAN ACTIVITIES FOR PARTICIPANTS IN DIFFERENT TIME ZONES Use the time zone function to plan tasks, calls and other activities with contacts in different time zones. The time zone function is available on the activity page and mini-page. To plan an activity with participants in different zones: 1. Add a new record in the [Activities] section and add a participant(s). 2. On the record page, or its mini-page, click the button to specify the time zone, where the activity will be held. It can be your current time zone or the time zone of any of the participants. 3. Specify the activity time in the selected time zone. The system will automatically calculate the time difference and correctly plan the activity in both your and participant's calendar. NOTE To calculate the time difference, use the time zone data specified in the user profile. If no time zone is specified in the user profile, the "Default TimeZone" system setting is used.
The system schedules activities in the local time of each participant. For example, if you want to schedule a call to a contact located in Los Angeles (UTC -8) for 10:00 a.m. Los Angeles local time, and you are located in New York (UTC -5), just specify the contact's local time. A new activity will appear in the calendar of your contact for 10:00 a.m. In your calendar, the activity will be scheduled for 1:00 p.m.
SEE ALSO • The [Contacts] section • The [Activities] section • Mini-pages
84 Attachments and notes
ATTACHMENTS AND NOTES To work with additional information in bpm’online sales, use the ATTACHMENTS AND NOTES tab. The tab contains the [Attachments] and [Notes] details. Use these details to store external files, links to web resources and extended descriptions of the record. The tab is available in all system sections. For example, in the [Contacts] section, you can add documents that represent the history of your interactions with the contact; in the [Activities] section, add files that have been prepared within a task. How to use the views of the [Attachments] detail The [Attachments] detail has the following views:
– the tile view. In this view, the files and links added to the detail are displayed as icons. The icon appearance varies depending on the file extension. NOTE The icons for different file types can be set up in the [File extension] lookup. For the files whose types are undefined in the lookup, a default icon is used.
– the list view. In this view, the files and links added to the detail are displayed as a list of records. Use this view to delete a file or edit a link. How to add a file 1. Open the needed record, for example, the activity page. Open the [Attachments and notes] tab. 2. On the [Attachments] detail, click the [Add file] button. You can also drag the file and drop it into the detail (Fig. 91).
Fig. 91 Dragging a file into the [Attachments] detail
As a result, the selected file will be saved on the detail. How to add and edit a link
1. On the [Attachments] detail, in the menu, select the [Add link] option. 2. On the displayed page, enter the link address in the [Name] field and save the page. As a result, the link will be added to the detail. 3. If you need to edit the link, in the list view, click on it and select the [Change properties] option
from the menu.
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How to add a link to a knowledge base article
1. On the [Attachments] detail, select the [Add link to knowledge base] option from the menu. 2. In the displayed window, select the needed knowledge base article and click the [Select] button. As a result, the selected link to the knowledge base article will be added to the detail. How to download a file To download the file that has been added to the [Attachments] detail, click its title. Specify the location to save the file to. How to delete a file from the [Attachments] detail.
1. Open the list view by clicking the button.
2. Select the file, and then select the [Delete] option from the menu. How to work with notes The [Notes] detail is used to store additional text information about the section record. On the detail, you can edit and format the text of the notes using the built-in formatting tools. You can also add an image or an external link to the detail. If you switch to another tab of the page, the information on the [Notes] detail will be saved. To save the notes, save the record.
86 Working with emails
WORKING WITH EMAILS Supplement the history of your interactions with customers by uploading your emails into bpm’online. The emails that you receive will be automatically connected to other objects in the system. You can create and manage emails directly in bpm’online. Also, the system allows you to run business processes by email. ATTENTION! To receive and send emails in bpm'online, you need to set up the email provider connection parameters, register a new email account and set up synchronization with the mailbox. If your company uses the email provider that is integrated by the IMAP/SMTP protocol, you will need to set up the integration with the mailbox by the IMAP/SMTP protocol. There are pre-configured providers for most frequently used email services, such as Gmail, Yahoo and AOL mail. If you use the MS Outlook email service, set up the integration with MS Exchange.
Open the emails area by clicking the button on the communication panel.
CONTENTS • How to create a new email from the communication panel • How to create a new email based on a template • How to upload emails to bpm’online • How to process emails • How to run a business process by email • How the fields of uploaded emails are filled in • How to set up rules for connecting emails to other system objects
SEE ALSO • IMAP/SMTP email integration • Integration with MS Exchange
VIDEO TUTORIALS • Working with emails in bpm’online
HOW TO CREATE A NEW EMAIL FROM THE COMMUNICATION PANEL
1. Click the button on the communication panel.
2. To create an email, click the button. 3. On the email page, fill in the required fields: a. In the [From] field, select the address to send the email from. b. Select the recipient's email in the [To] field. c. If necessary, click the [Cc] and [Bcc] buttons to display the [Carbon copy] and [Blind carbon copy] fields. d. Specify the subject of the message. e. Enter the body of the email. 4. Go to the [General information] tab. a. Use the [Start] and [Due] fields to denote the time spent on preparing the email.
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b. If the email is connected to other objects in the system, for example, it contains a document for an opportunity, specify the corresponding record on the [Connected to] fields group. 5. To add an attachment, go to the [Attachments] tab of the email page: a. Click the [Add file] button. b. In the opened window, select the file to attach. NOTE By default, the maximum size of an attachment is 10 MB. You can change this value in the “Max file size“ system setting.
6. To send the email, click the [Send] button. As a result, the email will be sent from the account specified in the [From] field to the addresses specified in the [To], [Cc] and [Bcc] fields. The email sending status will be changed to “Completed“. SEE ALSO • How to upload emails to bpm’online • How to configure email accounts in bpm’online
HOW TO CREATE A NEW EMAIL BASED ON A TEMPLATE
You can use email templates when sending emails with the action panel button. The action panel is available in several system sections, such as [Contacts], [Accounts], [Leads], etc. To create an email based on a template:
1. Click the button on a record page action panel. 2. In the email message area, fill in the needed fields ([From], [To], [Subject], etc.). 3. Instead of entering message text, click the [/...] button to open template lookup (Fig. 92).
Fig. 92 Selecting a template for an email
4. Select the needed template.
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NOTE The template list displays the records from the [Email templates] lookup. If you are creating am email from a contact page, the list displays only those templates that have the “Contact” specified as a source of macros, as well as any templates that have no source specified at all. Same applies to accounts, leads, etc.
As a result, the text of selected template will be added to email. Macros, such as recipient’s name and sender’s name will be highlighted in the text. 5. Edit the template text, if needed, and click the [Send] button. NOTE Email templates are available only when sending emails from the action panel. When creating a message through the communication panel, or from the [Communication options] detail on pages of certain system sections, email templates become unavailable.
You can add and modify templates in the [Email templates] lookup. The Content designer is used for creating and editing email templates. SEE ALSO • Content designer
HOW TO UPLOAD EMAILS TO BPM’ONLINE
1. Click the button on the communication panel.
2. From the menu, select the [Synchronize email] option (Fig. 93).
Fig. 93 Synchronizing email
As a result, the system will contain the emails from all the folders of your email account that have been previously set up for synchronization. If the uploaded email message contains attachments, then these attachments will be automatically added to the [Files] detail of the [Attachments] tab. NOTE You can set up periodic synchronization on the email account synchronization setup page.
SEE ALSO • How to process emails • How the fields of uploaded emails are filled in
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• How to configure email accounts in bpm’online
HOW TO PROCESS EMAILS An email is considered processed if either the [Account] or [Contact] is specified and at least one of the connection fields, for example, [Opportunity] or [Contract], is filled in. When uploaded, the emails are processed automatically according to the rules of connecting emails to other system objects. For example, if the subject of the email contains an invoice number, this email will be automatically connected to the corresponding invoice in the system. Read more NOTE An email is considered processed if the [Needs processing] checkbox on the email page is cleared. The checkbox is selected/cleared automatically when uploading/sending emails.
The emails that haven't been processed automatically require manual processing: 1. Select the [Not processed] in the filter area (Fig. 94).
Fig. 94 Selecting a filter
2. Select the email to be processed (Fig. 95).
Fig. 95 An unprocessed email
3. To connect an email to a system object, click the button and select the needed object, for example, “Order“, from the displayed menu (Fig. 96).
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Fig. 96 Selecting the connection field
4. Fill in the displayed lookup field. For example, select the needed order from the lookup (Fig. 97).
Fig. 97 Connecting an email to an order
5. Similarly, connect the email to other system objects. NOTE You can connect the email to other system objects on the [General information] tab of the email page. To open the email page, click its subject.
6. After you complete connecting the email to other system objects, click the [Mark as processed] button. As a result, this email will no longer be displayed in the list of unprocessed emails and the [Needs processing] checkbox on its page will be cleared. To view the list of processed emails, select the [Processed] filter in the filter area (Fig. 94).
SEE ALSO • How to upload emails to bpm’online • How the fields of uploaded emails are filled in • How to set up rules for connecting emails to other system objects • How to configure email accounts in bpm’online
HOW TO RUN A BUSINESS PROCESS BY EMAIL You can set up the list of business processes involved in the email management. For example, if a customer expresses interest in your products in his email, a new lead has to be created, if the email contains a request or a question, the system has to register a case. NOTE Detailed descriptions of the business process automation can be found in the bpm’online business process documentation.
To run a business process by email:
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1. Click the button on the communication panel. 2. Select the letter that needs processing.
3. From the menu, select the process to run by the current email (Fig. 98).
Fig. 98 Running a process by email
As a result, the selected email will run the corresponding business process. NOTE
To display the business process in the menu of the email, specify the “Email Process” tag in the business process parameters. The tag that defines the list of business processes available for selection is specified in the “Email processes tag“ system setting.
SEE ALSO • How to process emails • How to configure email accounts in bpm’online
HOW THE FIELDS OF UPLOADED EMAILS ARE FILLED IN When you upload an email, bpm’online automatically performs initial email processing. 1. The [From] field value is associated with the communication options of contacts and accounts registered in the system. If the match is found, the [Account] and [Contact] fields on the email page will be automatically filled in. 2. If no match is found, the system analyzes the values in the [To], [Cc] and [Bcc] fields. If matches are found by these fields, the [Account] and [Contact] fields on the email page will also be filled in. NOTE When matching the [To], [CC] and [BCC] fields with contact communication options, any contacts connected with bpm’online user records will be ignored.
3. The system also checks the rules for connecting emails to other system objects. For example, if the subject contains an invoice number, the email will be automatically connected to the corresponding bpm’online invoice. Read more The emails uploaded to bpm’online will be filled in as follows:
Bpm’online field Email message field
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From Values of the corresponding fields of the email.
To
Cc
Subject
Body Message body.
Start Date and time when the email was created in the mailbox.
Due
Author User that received this email message.
Owner
Status The “Completed” value.
Priority It is filled in depending on the email importance, for example, “Average”, “High”, or “Low”.
Email status The “Sent” value.
SEE ALSO • How to process emails • How to set up rules for connecting emails to other system objects • How to configure email accounts in bpm’online
HOW TO SET UP RULES FOR CONNECTING EMAILS TO OTHER SYSTEM OBJECTS To connect an incoming or outgoing email to other system objects, the [Rules for connecting emails to system sections] lookup must be set up. For example, if the email subject contains an invoice number, the email will be automatically connected to the corresponding bpm’online invoice. To set up the connection rules:
1. Open the system designer by clicking the button at the top right corner of the application. 2. In the [System setup] block, click the [Lookups] link. 3. Open the [Rules for connecting emails to system sections] lookup. 4. On the lookup page, click the [Add rule] button or open the existing rule for editing. 5. On the displayed page, fill in the required fields (Fig. 99):
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Fig. 99 Setting up the connection rules
a. Specify the name of the rule, for example, “Email subject with invoice number“. b. In the [Rule] field, enter the regular expression that can recognize the fragment of the subject as the invoice number to connect the records. For example, if the invoice auto numbering is set up in the system: Inv-1, Inv-2, Inv-3, ..., Inv-n, the regular expression is: Inv-[0-9]+. As a result, when the following email is received - “Additional information for Inv-53“, bpm’online will automatically check whether the specified invoice exists in the system. If the match is found, the [Invoice] field on the email page will be filled in with the corresponding value. NOTE To assure a right connection between emails and other system objects, configure different auto numbering patterns for different system objects. For example, the auto numbering mask for invoices is "Inv-{0}", for orders – "Ord-{0}", for contracts – "Cont-{0}", etc. In bpm’online the records auto numbering is set up by using the “Records auto numbering” system settings group that is described in a separate article.
c. Fill in the [Object for connection] fields group. To automatically connect emails to system objects, in the [Object] field, select “Activity“. In the [Column] field, specify the field to establish the connection with. The system performs the match search using the email subject. It is is located in the [Subject] column. d. Fill in the [Connected object] fields group. In the [Object] field, select the system object that the rule is set up for, for example, “Invoice“. In the [Column] field, select the column that the match search is performed for. In this case, such column is [Number]. 6. Save the rule. 7. Similarly, add the rules for other system sections. As a result, when uploading messages to bpm’online and sending emails from the system, the message subjects will be checked according to the configured rules. If the match is found, the connection fields will be automatically filled in for such emails. Also, such messages will be automatically considered processed.
SEE ALSO • How to configure email accounts in bpm’online
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FREQUENTLY ASKED QUESTIONS ABOUT WORKING WITH EMAILS IN BPM’ONLINE • Why do I receive an email notification that login/password is incorrect after mailbox registration? • How to set up a custom email provider? • Why no emails can be received in bpm’online after successful mailbox synchronization setup? • Why the outgoing emails are not imported to bpm’online? • Why I receive “Error sending email, please contact system administrator” error when trying to send emails? • I cannot see the [Email] detail in the [Contacts] section. Why?
WHY DO I RECEIVE AN EMAIL NOTIFICATION THAT LOGIN/PASSWORD IS INCORRECT AFTER MAILBOX REGISTRATION? Email server security settings sometimes block access to mailboxes from third-party applications. If you entered all information correctly during email account registration, but still received a notification about incorrect user name or password, perform the following actions: 1. In the mailbox settings, enable IMAP access. Usually, email forwarding and working with POP/ IMAP protocols settings are in a separate settings group. 2. In the email account security settings, enable access to your email account from third-party applications. 3. In most cases, the email server sends users an email about mailbox external connection attempt. In most cases you can confirm the connection authenticity by following a special link from this email. 4. Repeat the mailbox registration procedure.
HOW TO SET UP A CUSTOM EMAIL PROVIDER? To set up an email provider integration, you need to open ports 25 and 587 on the bpm’online application server. On the email provider selection page, click the [Add provider] button, select the provider type and fill out all send/receive settings. Please see dedicated articles for detailed procedures for IMAP/SMTP and MS Exchange email provider setup.
WHY NO EMAILS CAN BE RECEIVED IN BPM’ONLINE AFTER SUCCESSFUL MAILBOX SYNCHRONIZATION SETUP? This may occur if one of the following is the case: 1. A custom field was added to the “Activity” object that is required on application level. To enable receiving emails, modify the field attributes, making it required on the page level, but not required in the “Activity” object. 2. Emails, received from an IMAP mail server have been downloaded to bpm’online and then deleted, or they had been downloaded in any other email client earlier. To receive the emails in the system, change the name of the lookup that was created based on the “EmailSynchronizedKey” object to any random name.
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WHY THE OUTGOING EMAILS ARE NOT IMPORTED TO BPM’ONLINE? You can set up import of all emails from your mailbox to bpm’online. Alternatively, you can import emails from specific malibox folders only. Check your email account folder settings for email import. If your mailbox security settings restrict access to certain mailbox folders for third-party applications, these folders will be unavailable for importing in bpm’online. To permit access to these folders for third-party applications, modify your mailbox security settings. Also, in some cases, outgoing emails may not import from MS Outlook, because not all email servers support saving emails sent from third-party applications.
WHY I RECEIVE “ERROR SENDING EMAIL, PLEASE CONTACT SYSTEM ADMINISTRATOR” ERROR WHEN TRYING TO SEND EMAILS? This error may be the result of the following: • Sending emails is restricted on the provider level; • No connection to SMTP server; • One of the following ports is closed on the SMTP server: 25, 465, 587. Contact your system administrator to determine the exact cause of the error and correct it.
I CANNOT SEE THE [EMAIL] DETAIL IN THE [CONTACTS] SECTION. WHY? The [Email] detail is not displayed for contacts who have the “Employee” value specified in the [Type] filed, and the “Our company” value specified in the account profile. Use bpm’online development tools to modify this logic.
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LOCALIZATION Bpm'online supports localization into multiple languages. All localization tools are built-in, there needis no to install or set up additional software. You can manage the list of languages in the system designer of the [Languages] section. Translation of the interface and other elements of the system is performed in the [Translation] section. NOTE Access to the list of languages and translation is configured using the system operations: “Access to “Languages” section” and “Access to “Translation” section”. Setting up permissions for various operations is described in a separate article.
When localizing the system, the translation is performed in a single interface. All new elements of the system, for example, , lookups, new section field titles that users have created in the system fall into a special table for later translation. NOTE For some resources, like system messages, translation lines are not created. In this case, the translation can be carried out by special software products for localization, for example, Trados, Passolo, etc. NOTE When creating a new user account, an administrator can specify the user’s language (or “Culture”). The user can change the language in their profile after logging in to the system. After changing the language, the interface will be displayed in that language next time the user logs in.
CONTENTS • How to add new languages • How to change system language • How to translate the interface and system components How to identify a translation string by a key How to select specific translation strings using filters How to display untranslated strings How to update the list of translations How to import translations from Excel
SEE ALSO • How to set up access to perform operations
HOW TO ADD NEW LANGUAGES To add a new language, go to the [Languages] section of the system designer. To add a new language click the [Add language] button in the top menu of the section. Fill in the record page. (Fig. 100)
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Fig. 100 Language page
1. In the [Name] field, select the language you want to add to the system. NOTE The list of languages is located in the system lookup, and is non-editable.
2. In the left part of the page, select an image to be used as an icon for that language. 3. The [Active] checkbox enables you to activate the language to be used in the system. Select the [Active] checkbox if all or most of the interface is already translated. After selecting this checkbox, the new language will appear in the user profile in the list of available languages.
SEE ALSO • How to change system language • How to translate the interface and system components
HOW TO CHANGE SYSTEM LANGUAGE You can change the system language in the user profile To change the language: 1. Click the profile picture at the top right corner and select [Your profile]. 2. On the profile page, select the required language from the available list and save the changes (Fig. 101).
Fig. 101 Changing system localization
After changing language, you must logout and re-login. The system interface, as well as all sections, including analytics and lookups will be displayed in the language specified in the user profile. The actual section data, such as account or contact names, notes and knowledge base articles are not localizable and will always be displayed in the language they were entered.
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NOTE If a value has s a translation for the currently selected language, it will be displayed in that language. If no translations are found, the value will be displayed in the language it was originally added.
SEE ALSO • User profile page • How to add new languages • How to translate the interface and system components
HOW TO TRANSLATE THE INTERFACE AND SYSTEM COMPONENTS When adding a new language or after creating new system elements, e.g., sections, lookups, , you must perform the translation. The translation is performed in the [Translations] section of the System Designer, or in the [Languages] section by clicking the [Go to translation] button. The section is displayed in the form of a list of strings requiring translation. Strings are editable list fields containing source translation text. The translation is performed using the following columns: • [Key] – a system string name that shows the context of the string. This is a non-editable column. Read more • [English (United States) - Default] – the default language in bpm’online is English. • You can add a separate set of columns for each additional language. Use the [View] > [Select fields to display] command to set up the displayed languages in the translation section (usually, adding the target translation columns is enough). • [Verified] – use this column for translation review. The checkbox will be automatically cleared for new translation strings and strings where source has changed since the translation verification. • [Modified on] – standard system column showing the date and time when the current record was last modified. If the untranslated text is short and fully displayed in the [Translations] section string, translate it right in the editable list. More complex texts are easier to translate in the string edit window (Fig. 102).
Fig. 102 Translation edit window
1. Use the standard filters to select records for translation. For example, select all strings that are not verified, or strings with specific keys.
2. Click the string to modify, then click the button to switch to edit mode. 3. Translate the text and save the changes.
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4. Click the [Next >] button to display next sting in the edit window and the [< Back] button to display the previous string in the list. 5. When the translation is complete, close the translation edit window and click the [Apply translations] button. The translated string will be displayed in the system next time a user with the corresponding language selected in their profile logs in. NOTE The [Translation] section is designed for localization of custom functions. To translate the whole system to a new language, we recommend exporting translation strings and using professional localization tools.
CONTENTS • How to identify a translation string by a key • How to select specific translation strings using filters • How to display untranslated strings • How to update the list of translations • How to import translations from Excel
HOW TO IDENTIFY A TRANSLATION STRING BY A KEY The context of the translation string contains the [Key] column. Use the [Key] column in the [Translation] section to determine the context of each translation string. There are two general types of translation strings: configuration resources and data resources, each having specific key structure. NOTE Before starting the localization, we recommend getting a basic understanding of the system architecture, and the general functions of the [Configuration] section.
STRUCTURE OF THE CONFIGURATION RESOURCE KEYS Configuration resources contain translations for buttons, columns, notifications and other interface elements. The structure of their keys is:
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• “Columns” – key for strings that contain column names of an object schema. The “Columns” keys have the following structure: “Columns.
Below are examples of configuration resource keys and their meaning. • Configuration:ActivityPageV2:LocalizableStrings.ActivityParticipantTabCaption.Caption – the name of the [Participants] tab on the activity page. “Configuration” – configuration resource key. “ActivityPageV2” – activity page schema. ”LocalizableStrings” – localizable string.
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“ActivityParticipantTabCaption” – localizable string internal name, identifying it as the [Participants] tab. “Caption” – the string is the caption. • Configuration:Account:Columns.Type.Caption – the title of the [Type] column in the “Account” object. “Configuration” – configuration resource key. “Account” – ”Account” object schema. “Columns” – object column. “Type” – column name. “Caption” – column title. • Configuration:ImportSettingsPage:EventsProcessSchema.LocalizableStrings.ErrorMessage.Value– error message in the embedded process of the “ImportSettingsPage” schema. “Configuration” – configuration resource key. “ImportSettingsPage” – import settings page schema. “EventsProcessSchema” – identifies that this is a string from an embedded process. ”LocalizableStrings” – localizable string. “ErrorMessage” – error message. “Value” – message text. • Configuration:AutoGeneratedPageUserTask:Parameters.InformationOnStep.Caption – name of the [Information on step] parameter of the [Auto-generated page] business process element. “Configuration” – configuration resource key. “AutoGeneratedPageUserTask” – identifies that this is a schema of the [Auto-generated page] process element. “Parameters” – the string contains parameter information. “InformationOnStep” – internal name of the [Information on step] process element parameter. “Caption” – parameter title.
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Fig. 103 Examples of translation strings and their location in the interface of the contact page
STRUCTURE OF THE DATA RESOURCE KEYS Data resource keys identify data, such lookup records, that must be localized. The key format is bpm’online sales 103 User guide • Data:SysDashboard.Caption:e2895654-6ce4-4ef8-a126-5f75f49d9073 — a “Dashboard” tab name. “Data” – this is a data resource. “SysDashboard” – table (object) is “SysDashboard” (this object contains dashboard settings). “Caption” – the localized value is in the “Caption” column. “E2895654-6ce4-4ef8-a126-5f75f49d9073” – the record Id. Fig. 104 Examples of data resource translation strings in the [Translation] section and in on the account page SEE ALSO • How to select specific translation strings using filters • How to display untranslated strings • How to update the list of translations HOW TO SELECT SPECIFIC TRANSLATION STRINGS USING FILTERS The [Translation] section has a set of standard filters that you can use to search for specific translation strings. Since the [Key] column contains information about the string context, you can filter strings by 104 Localization this column to select only strings that are used in a specific part of the system: page, detail, pop-up summary, etc. NOTE The translation string key structure and meaning are covered in a separate article. To filter the strings, first you need to determine the schemas that implement the functions that you need to localize. To do this, use the [Configuration] tab of the [Advanced settings] window. Alternatively, you can access the required function (for example, open the page that you need to localize) and check its schema name in the browser address bar. For example, when the [Contacts] section is open, the following URL in the address bar looks like this: “http://bpmonlineapp.com/0/Nui/ ViewModule.aspx#SectionModuleV2/ContactSectionV2/”. The name of the [Contacts] section schema is “ContactSectionV2”. NOTE When searching schema names in the [Configuration] section, be sure to check if the search results contain schema names with “V2” suffix. If search results contain schema names both with and without suffix (for example, “ContactSection” and “ContactSectionV2”), make sure that you translate strings for the schema with the “V2” suffix. NOTE Strings whose keys contain “Configuration”, followed by the schema name and the word “Caption” (for example, “Configuration:SchemaName:Caption”) contain schema titles (displayed in the [Configuration] section) and do not require translation. HOW TO FILTER CONFIGURATION RESOURCES Configuration resources include list column and page field names, tab captions, field group names, etc. For example: • To translate the column names in the [Contacts] section and the corresponding field names on the contact page, apply the following filter by the [Key] column: “Configuration%Contact%Column%”. • To translate the section page of the [Contacts] section, apply the following filter by the [Key] column: “Configuration%ContactSectionV2%”. • To translate the contact pop-up summary, apply the following filter by the [Key] column: “Configuration%Contact%MiniPage%”. • To translate contact section record page, apply the following filter by the [Key] column: “Configuration%Contact%ContactPageV2”%. A section record page can have significant number of translation strings if separate pages are used for different types of records. • To t r a n s l a t e detail list and record page, apply the following filter condition: “Configuration:Contact%Detail%”. In the list of filtered records, locate the name of the required detail schema. Then, apply a new filtering condition with the name of the needed detail schema, such as “Configuration%ContactCareer%” (for strings of the [Job experience] detail). • If a section contains built-in reports, apply the following filter condition to select their translation strings: “Configuration%Contact%Report%”. Additionally, to select strings used in the contact synchronization functions, use the following filter: “Configuration:Contact%SyncSettings%”. Use the “Configuration:%NotificationProvider%” filter to localize notifications. ATTENTION Translation string text may contain variables represented by numbers in braces, such as {0}. Make sure that translation includes all variables from its source text. bpm’online sales 105 User guide HOW TO FILTER DATA RESOURCES (LOCALIZED LOOKUP RECORDS) To localize lookup values for a specific section, first determine which lookups are used in the section. To do so, filter translation strings by the [Key] column, using the following filter: “Data:Lookup.Name%”. The resuting string list will contain names of all registered lookup schemas. You can also use the folders in the [Lookups] section of the system designer to check which lookups are associated with which section or function. Use lookup schema names to filter records from the needed lookups. For example, the “Data:Job%” filter condition will return all records from the [Job titles] lookup. The [Contacts] section, for instance, uses the following lookups: • [Contact types] – ContactType. • [Contact roles] – ContactDecisionRole. • [Salutations] – ContactSalutationType. • [Contact gender] – Gender. • [Job titles] – Job. • [Departments] – Department. Lookups are not necesserily used on the record pages. For example, the [Reasons for job change] (JobChangeReason) lookup is used on the [Job experience] detail in the [Contacts] section. HOW TO MAXIMIZE TRANSLATION EFFICIENCY USING STATIC FOLDERS Use static folders to avoid creating complex filters. You can manually add specific strings for translation (for example, all lookups used in specific section) and then woork only with the trans strings in the folder. To create a static folder, in the [Filter] menu, select [Show folders] (Fig. 105). Fig. 105 Enabling folder tree Click [New folder] and select [Static] (Fig. 106). 106 Localization Fig. 106 Adding a static folder Enter the name of the new folder and click [OK]. Apply a filter to select required strings, then add filtered strings to the folder. Apply next filter and add filtered strings to the folder (Fig. 107). Fig. 107 Adding records to the static folder This way you can create and save a list of strings used in a specific section or other system function and later use a single folder to access them all. SEE ALSO • How to identify a translation string by a key • How to display untranslated strings • How to update the list of translations • How to import translations from Excel HOW TO DISPLAY UNTRANSLATED STRINGS To display untranslated strings, use the “Untranslated” filter and specify the target translation language. For example, in the “Untranslated” filter you have specified Spanish. The list will display strings that bpm’online sales 107 User guide have a name or description of an item in Russian in the “Russian (Russia) - default" column, and the “English (United States)” column will not be filled in or will have the same value as “Russian (Russia) - default" column . SEE ALSO • How to add new languages • How to change system language HOW TO UPDATE THE LIST OF TRANSLATIONS After creating a new section or column or adding new values to the lookup, new strings will appear in the system. To work with an up-to-date list of untranslated strings, update the translation list. To do this, click the [Actions] button, select [Update translation list]. This action starts searching for new untranslated strings. We recommend you to update your list every time you start translating. NOTE The translation list update occurs every time you enter the [Translations] section. SEE ALSO • How to add new languages • How to change system language HOW TO IMPORT TRANSLATIONS FROM EXCEL You can use Excel import to quickly export and import translations. To do this: 1. Open the [Translations] section and select the needed strings. Searching and filtering translation strings is covered in a separate article. 2. Use the [Export list to file] action in the [Translation] section to obtain a template for the import table. A CSV file with the currently displayed records and columns will be downloaded. NOTE Columns required for translation are the [Key] column, as well as source and target language columns. 3. Edit or enter the values in the target language column in Excel and save the file in the XLSX format. 4. Open the system designer and click the [Data import] link. Drag the XLSX file with translations and click [Other]. Select the “Translation” object (Fig. 108). 108 Localization Fig. 108 Importing the translation file 5. Set up duplicate check bu the [Key] column and click [Start data import]. 6. After importing, perform the [Apply transfers] action in the [Translation] section. SEE ALSO • How to identify a translation string by a key • How to select specific translation strings using filters • Data import • Exporting list data • Data export FAQ bpm’online sales 109 User guide FINDING AND MERGING DUPLICATES Since account and contact records can be added from multiple sources, customer base may contain (duplicates). To keep your customer database free of duplicates, use the duplicate search and merge functions in the [Contacts] and [Accounts] sections. Duplicate search can be local or global. • A gobal duplicate search is performed for all contacts and accounts. • A local duplicate search checks for duplicate records for a particular contact or account when saving a record. You can also manually merge duplicate account or contact records. CONTENTS • How to start a global duplicate search • How to merge duplicates • How to search for duplicates when saving accounts and contacts • How to set up rules and schedule for a global duplicate search • How to search for duplicates • Pre-configured rules for contact and account duplicates • Manual merging of duplicate records HOW TO START A GLOBAL DUPLICATE SEARCH A global search can be started manually or automatically. Manual duplicate search is performed using the [Show duplicate contacts] and [Show duplicate accounts] options in the [Actions] menu. After the search is complete, bpm'online displays a list of potential duplicates. After the search bpm'online displays a list of potential duplicates. HOW TO START A GLOBAL DUPLICATE SEARCH 1. Open the section that you need to check for duplicates. 2. Select the [Show duplicate accounts] or [Show duplicate contacts] option in the [Actions] menu (Fig. 109). 110 Finding and merging duplicates Fig. 109 Switching to the contact page using the section action menu The duplicate contact or account page will be displayed. The page displays results of the previous duplicate search. You can process results of the previous duplicate search before starting a new one. 3. Select the [Run duplicate contacts search] or [Run duplicate accounts search] options in the [Actions] menu of the duplicate search page. The duplicate search will be started in the corresponding section. If you close the duplicate search page, the search will run in the background. HOW TO PROCESS DUPLICATES After the duplicate search is finished, a system notification is displayed in the communication panel. Open the link in the notification to view the results of the duplicate search. You can also open this page in several other ways: • Go to the section from which the duplicate search was started and select the [Show duplicate contacts] or [Show duplicate accounts] option from the [Actions] menu. • Open the system designer by clicking the button, press the [Setup duplicates rules] link and select the [Show duplicate contacts] or [Show duplicate accounts] option from the [Actions] menu. Duplicate records that were found based on the active duplicate rules are grouped by similarity (Fig. 110). NOTE The pre-configured rules for duplicate search are described in a separate article. bpm’online sales 111 User guide Fig. 110 Duplicate search results example in the [Contacts] section NOTE To set up columns displayed in the list of duplicates, click [View] and select [List setup]. You can merge each group of records into a single record or indicate that the records in the group are not duplicates. They will be added into the list of exceptions for the next duplicate search. To merge duplicates: 1. Select the records that you consider to be duplicates. Fig. 111 Selecting duplicates for merging 2. Click the [Merge] button. All selected records in the group will be merged into one that contains all the unique data from the records. If same field contains different data for the selected records, bpm'online will prompt you to select which data needs to be saved. Read more To add records to the list of exceptions, click the [Not duplicates] button for the group containing only unique records. Fig. 112 Example of records which are not duplicates 112 Finding and merging duplicates As a result, bpm'online will not consider records in the group as potential duplicates for the next duplicate search. SEE ALSO • How to merge duplicates • How to search for duplicates when saving accounts and contacts • How to set up rules and schedule for a global duplicate search • How to search for duplicates • Pre-configured rules for contact and account duplicates • Manual merging of duplicate records HOW TO MERGE DUPLICATES When you click the [Merge] button on the contact or account duplicate page, the unique data from all merged records is saved in one resulting record automatically. In addition: • The record with the earliest date in the [Created on] field is used. • The unique values of the fields and details of the duplicate records are saved in the resulting record. • Identical phone numbers are not duplicates even if different types are specified, for example, if the same phone number is specified as a business and mobile phone. • Identical communication options, addresses and noteworthy events will not be duplicated. • All external links that point to the merged duplicate records will point to the resulting record. An example of saving data when merging duplicates: Field Duplicate 1 Duplicate 2 Duplicate 3 Resulting record [Full name] Andrew Barber Andrew Barber Andrew Barber Andrew Barber [Type] — Client Client Client [Account] — Infocom — Infocom [Mobile +1 206 5871036 +1 206 480-3801 +1 206 480-3801 — phone] [Business +1 206 587-10-36 +1 206 587-10-36 —— phone] [Email] a_barber@infoco a_barber@infoco abarber@infoco a_barber@infoco m-global.com m-global.com m-global.com m-global.com [Skype] barber_andrew — barber_andrew barber_andrew [Created] 03.10.2015 15.10.2015 01.11.2015 03.10.2015 All activities, leads and calls that were connected to the merged records will be available on the details of the resulting record. If any of the merged records were specified in the records of other sections, for example, in the [Primary contact] field or in the [Contacts of accounts] detail of the [Accounts] section, the resulting record will replace the merged records in these fields. bpm’online sales 113 User guide Solving conflicts while merging If values for the same field are different, you need to specify which data is to be saved to the resulting record when merging. For example, the following contact duplicates have been identified in the system: [Full name] [Account] [Type] Duplicate 1 Andrew Barber — Contact person Duplicate 2 Andrew Barber Infocom Client Duplicate 3 Andrew Barber Axiom Partner A merge duplicates window will open when merging duplicates (Fig. 113). Fig. 113 Solving conflicts while merging duplicates Select the radio button next to the records to be merged and click the [Merge] button. Only one record will be saved after merging. All objects that were connected to the merged records will now be connected to this record. For example, if the radio buttons are selected as it is shown on the picture (Fig. 113), the resulting record will contain the following data: [Full name] “Andrew Barber”, [Type]: “Contact person”, [Account]: "Infocom" SEE ALSO • How to start a global duplicate search • How to search for duplicates when saving accounts and contacts • How to search for duplicates • Manual merging of duplicate records HOW TO SEARCH FOR DUPLICATES WHEN SAVING ACCOUNTS AND CONTACTS Sometimes, when you save a new account or contact record, duplicate search page opens, indicating that a duplicate record may already exist in the system. Read more 114 Finding and merging duplicates Local duplicate search for saved contacts and accounts is performed according to the same pre- configured duplicate search rules as the global duplicate search. If duplicates have been found, the user has an option to edit the saved record or save it as is. SEE ALSO • How to start a global duplicate search • How to merge duplicates • Manual merging of duplicate records HOW TO SET UP RULES AND SCHEDULE FOR A GLOBAL DUPLICATE SEARCH You can set up an automatic global duplicate search in bpm'online, and enable or disable pre- configured duplicate rules. To enable or disable duplicate rules: 1. Go to the system designer. 2. Open the [Setup duplicate rules] link. 3. Select a rule from the list to be enabled or disabled and click the [Open] button. 4. On the rule page: a. Clear the [Active] checkbox to disable the rule. b. Select the [Active] checkbox to enable the rule. 5. Click the [Save] button. The global search will be performed based on the rules with a checked [Active] checkbox. To set up global auto duplicate search: 1. Go to the system designer. 2. Open the [Setup duplicate rules] link. 3. Select the [Setup automatic duplicate search] option from the [Actions] menu on the duplicate search page. 4. Set the parameters for the automatic global duplicate search on the [Duplicate search schedule] page (Fig. 114): bpm’online sales 115 User guide Fig. 114 Setting up a schedule for an automatic global duplicate search a. Select a time and date for the search to run. b. Select days of the week for the search to run. 5. Save the changes. As a result, a global contact and account duplicate search will be performed automatically based on the active rules. To disable an automatic duplicate search, clear the values in the time and date field and deselect the checkboxes for the days of the week of the search and save the changes. The auto global check will be disabled. SEE ALSO • How to start a global duplicate search • How to merge duplicates • How to search for duplicates • Pre-configured rules for contact and account duplicates • Manual merging of duplicate records HOW TO SEARCH FOR DUPLICATES Before comparing the records, bpm'online converts their data to a single format (data standardization), and afterwards compares the converted values in the fields according to the active duplicate rules. Rules for data standardization: • All text messages are made lower case. • All spaces are deleted. • All special symbols are deleted: brackets, quotation marks, hyphens, "#", "%", etc. • Standard text is deleted from website addresses, such as: "http(s):\\", "www", and the items of the domain name, such as .com, .org, etc except top-level domains. • When comparing email addresses, symbols “@”, “_”, “.”, integers and Latin characters are taken into account. 116 Finding and merging duplicates • When comparing full names, both integers and Latin characters are taken into account. When comparing values in the [Full name] field, the system will identify duplicates regardless of the order in which first and last names are entered. • When comparing phone numbers, only the last 10 digits are taken into account. NOTE The records from the [Contacts] and [Accounts] section remain unchanged in the process of data standardization. When conducting a duplicate search, bpm'online compares standardized field values. All types of phone numbers are compared when conducting a contact and account duplicate search: [Business phone], [Mobile phone], [Home phone]. For example a phone number of a contact can be registered as a business phone number in bpm'online, but while adding it to the database it can be registered as a home phone number. If there are enough matches between several records, the records are marked as potential duplicates when the duplicate search results are displayed. SEE ALSO • How to search for duplicates when saving accounts and contacts • How to set up rules and schedule for a global duplicate search • Pre-configured rules for contact and account duplicates • Lead duplicate search • Manual merging of duplicate records PRE-CONFIGURED RULES FOR CONTACT AND ACCOUNT DUPLICATES There are several contact and account duplicate search rules in bpm'online. A record is considered to be a duplicate if it matches one of the duplicate search rules. The pre-configured contact duplicate search rules are as follows: Rule Examples of duplicate records Full name and phone match Field values match for contact [Full name] "Andrew Barber"; duplicates: [Business phone] "+1 206 587 10 36". [Full name] and one of the following fields: [Full name] "Andrew Barber"; [Business phone]; [Mobile phone] "+1 (206) 587-10-36". [Home phone]; [Full name] "Andrew Barber"; [Mobile phone]. [Home phone] "1(206) 5871036". bpm’online sales 117 User guide Full name and Email match Field values match for contact [Full name] "Andrew Barber"; duplicates: [Email] "[email protected]". [Contact name]; [Email]. [Full name] "Andrew Barber"; [Email] "[email protected]". [Full name] "Barber, Andrew"; [Email] "[email protected]". Mobile phone match Contact duplicates have matching [Mobile phone] “+1 206 384 02 18”; values in the [Mobile phone] field. [Mobile phone] “+1 (206) 384-02-18”; [Additional phone] "+1(206) 7808082". Business phone match Contact duplicates have matching [Business phone] “+1 206 738 16 95 ”; values in the [Business phone] field. [Business phone] “+1 (206) 738-16-95”; [Business phone] “1(206) 7381695”. Email match Contact duplicates have matching [Email] “[email protected]”; values in the [Email] field. [Email] “[email protected]”; [Email] “[email protected]”. Full name match Contact duplicates have matching [Full name] “Barber, Andrew”; values in the [Full name] field, [Full name] "Andrew Barber"; regardless of the order in which first and last names are entered. A rule for account duplicate search is described below. Fields values match Examples of duplicate records Name, city and website match Account duplicates have matching [Name] "Infocom"; values in the following fields: [City] "New York"; [Name]; [Web] "www.infocom.org". [City]; [Web]. [Name] "Info Com"; [City] "New York"; [Web] "infocom.com". [Name] "Info Com"; [City] "New York"; [Web] "http://infocom.com". 118 Finding and merging duplicates Name, city and phone match Account duplicates have matching [Name] "Infocom"; values in the following fields: [City] "New York"; [Name]; [Primary phone] “+1 206 384 02 18”. [City]; and any of the fields: [Name] "Info Com"; [Primary phone] or [Additional [City] "New York"; phone] or [Fax]. [Additional phone] "+1(206) 3840218". [Name] "Info Com"; [City] "New York"; [Fax] "+1 (206) 384-02-18". Name, city and email match Account duplicates have matching [Name] "Infocom"; values in the following fields: [City] "New York"; [Name]; [Email] “[email protected]”. [City]; [Email]. [Name] "Info Com"; [City] "New York"; [Email] “[email protected]”. [Name] "Info Com"; [City] "New York"; [Email] “[email protected]”. Name and phone match Account duplicates have matching [Primary phone] “+1 206 384 02 18”. values in the [Name] field and any of the following fields: [Additional phone] "+1(206) 3840218". [Primary phone], [Additional phone], [Fax] "+1 (206) 384-02-18". [Fax]. Name and website match Account duplicates have matching [Web] "www.infocom.org". values in the [Web] field. [Web] "infocom.com". [Web] "http://infocom.com". Company name match Account duplicates have matching [Name] "Infocom"; values in the [Name] field. [Name] "Info Com"; [Name] "Info-Com"; SEE ALSO • How to search for duplicates when saving accounts and contacts • How to set up rules and schedule for a global duplicate search bpm’online sales 119 User guide • How to search for duplicates MANUAL MERGING OF DUPLICATE RECORDS You can merge any number of records at will, without running duplicate search. To do this: 1. Enable the multiple record selection mode in the list of accounts or contacts by clicking [Actions] > [Select multiple records] menu. 2. Select records to merge. 3. From the [Actions] menu, select the [Merge records] option (Fig. 115). Fig. 115 Merging records Bpm’online will merge the selected records into one. If records have different values in the same fields, duplicate merge window will open. Select the values to be saved in the merged record and click the [Merge] button (Fig. 116). Fig. 116 Merging records with conflicting values 120 Finding and merging duplicates Refresh the page to update the section list. As a result, a single record will remain instead of the merged ones. Detailed information about merging duplicates is available in this article. SEE ALSO • How to merge duplicates bpm’online sales 121 User guide WORKING WITH CURRENCIES IN BPM’ONLINE You can conduct financial transactions using multiple currencies in bpm’online. The monetary values that you enter in bpm’online wil be automatically converted to different currencies according to the exchange rates. There are two general types of currencies in the system: base currency and conversion currencies. • The base currency in bpm'online is the currency based on which the rate for all other currencies is set. The base currency is specified in the [Base currency] system setting. • The conversion currency is any other currency to which the money is converted. The currencies are used in special “currency fields”. CONTENTS • How to work with currency fields • How is the monetary amount calculated during conversion HOW TO WORK WITH CURRENCY FIELDS In bpm'online you can enter monetary amounts specified in the currency fields. For example, a currency field is used in the [Products] section to specify the product price or n the [Contracts] section to specify the contract amount. i. Both the monetary amount and the currency in which this amount is specified are stored in the currency field. Click a currency field title to view the list of available currencies. The list contains currencies that are added from the [Currency] lookup (Fig. 117). Fig. 117 Selecting currency from the list in the currency field NOTE If the [Currency] lookup contains only one record, the list of currencies in the currency field will be unavailable. If you change currency in a filled in currency field, the specified amount will be automatically converted to the new value according to currency exchange rates. NOTE Read more about how bpm'online calculates the monetary amount in the conversion currency in the separate article. Clicking the button in the currency field displays an additional edit window (Fig. 118). 122 Working with currencies in bpm’online Fig. 118 Additional currency field edit window In this window you can: • View the equivalent of the specified monetary amount in the base currency in the [Amount] field. This is a non-editable field. • Change the money amount currency, the amount will be recalculated automatically. • Edit the exchange rate of the specified currency towards the basis one, the amount will be recalculated automatically. The new rate will be in effect only for the current record. • View the value of the multiplicity ratio between the specified currency and the base one when determining the exchange rate. NOTE When you select the base currency, the [Rate] field is automatically filled in with the “1” value and becomes uneditable. To save changes in the additional window, click the [Apply] button or anywhere outside of the currency field edit window. SEE ALSO • How is the monetary amount calculated during conversion HOW IS THE MONETARY AMOUNT CALCULATED DURING CONVERSION You can work with various currencies in bpm’online. The conversion is performed automatically, taking into account the conversion currency exchange rate in relation to the base currency and multiplicity. • The base currency is the currency based on which the rate for all other currencies is set. • The conversion currency is any other currency to which the money is converted. • The exchange rate determines the conversion currency amount in the base currency. • The ratio indicates how many monetary units of the base currency correspond to the set exchange rate. The ratio of the currency in terms of the base currency is specified in the [Currencies] lookup. The exchange rate of the selected currency in terms of the base currency is specified on the [Exchange rate] detail of the [Currencies] lookup. bpm’online sales 123 User guide Fig. 119 – Possible content of the [Currencies] lookup NOTE The [Currencies] lookup is covered in a separate chapter. Use the “Base currency” system setting to select a base currency. Calculating exchange rate with ratio. When calculating the exchange rate in bpm'online, the following formula is used: [Rate]=[Amount in conversion currency]*[Ratio]/[Amount in base currency] For example, 1000 Yen correspond to 19,40 US dollars. For example, Yen is selected as the base currency and the dollar ratio is 100. The actual conversion is as follows: [Rate]=19,40*100/1000=1,94 Thus, when the ratio is 100, the US dollar exchange rate to Yen is 1.94. Calculating the product price in an order Let’s see how bpm'online calculates monetary amounts during conversion when calculating the value of the product when it is added to the order. The product price is specified in US dollars and the order is in Yen. The base system currency is Yen, the US Dollar ratio is 100, the product price is 14.6 $. 1. Open the [Orders] section and add a record. 2. On the displayed page, enter the order details: a. Specify the customer that the order is created for. b. Enter the planned end date and the employee who is responsible for completing the order. c. On the [Order details] tab, select the order currency – “Yen“. The [Exchange rate] field will be filled in automatically with the rate of the selected currency in relation to the 124 Working with currencies in bpm’online base currency. Since the base currency is the order currency, the exchange rate will be equal to 1. 3. Open the [Products] detail. From the menu, select the [Add] option. 4. In the displayed string, click the button in the [Product] field. 5. In the displayed lookup, select the product whose price is specified in US Dollars (Fig. 120). Fig. 120 Selecting a product from the lookup (the price is specified in US Dollars) As a result, the product will be added to the detail (Fig. 121). The price of the product will be specified in Yen and calculated using the following formula: [Product price]*[Ratio]/[Exchange rate] – 14,6*100/1,94=752,57. Fig. 121 Product in order (the price is specified in Yen) SEE ALSO • How to work with currency fields bpm’online sales 125 User guide ACCESS RIGHTS You can manage access rights to the information that you add in bpm’online. For example, when registering a new account record, you can specify users who have access to it. You can manage access rights to certain operations with the records. There are three groups of such operations: READ, EDIT, and DELETE. For example, the access to the “read” operation means that the user or user group can view the record in the section and open its page. For each operation, you can choose one of three permissions: • GRANTED – the right to read, change, or delete a record. • GRANTED/DELEGATION PERMITTED – the right to perform the operation on the record, as well as to manage access rights to this operation. • DENIED – the access to the read, edit or delete operation is restricted for the user or user group. This permission is used only in cases if the denying access rights have been enabled for the section. NOTE If the denying access rights are not enabled, the access restriction is achieved through not granting any permissions. By default, the user who has created a record has the right to perform and delegate all operations with the record. The default access rights to records are defined by the system administrator. To manage access rights to a record, open the page of the record and select the [Access rights] command in the [Actions] menu. CONTENTS • Managing access rights • Changing access rights • Restricting access • Denying access rights MANAGING ACCESS RIGHTS 1. Open the page of the record whose access rights must be changed. 2. Select the [Set up access rights] command (Fig. 122) in the [Actions] menu. Fig. 122 Switching to access rights setup 3. On the opened access rights page, click the [Add] button and select the operation for which permissions must be set. For example, to grant the right to edit the record, select the [Edit access right] command. 4. In the opened window, select the user or user group for which access rights must be granted. For example, to grant the edit permission to all company employees, select the “All employees” user group. As a result, a new rule will be added to the corresponding page detail. The rule will 126 Access rights determine access rights for the selected user or user group to the selected operation on the current record. By default, the access rights to the operation are always defined as “Granted”. 5. Click the [Save] button. CHANGING ACCESS RIGHTS 1. Open the edit page of the record whose access rights must be changed. 2. Select the [Set up access rights] command in the [Actions] menu. 3. On the opened access rights page, in the READ, EDIT, or DELETE detail, select the record to modify. For example, to allow the user to delegate the right to edit the record, in the EDIT detail, select the record that contains the name of this user. 4. In the [Permission] menu, select the permission that must be set. For example, to allow the user manage access rights to the selected operation, select the [Granted/Delegation permitted] command (Fig. 123). Fig. 123 Changing access rights for the record 5. Click the [Save] button. RESTRICTING ACCESS 1. Open the edit page of the record whose access rights must be changed. 2. Select the [Set up access rights] command in the [Actions] menu. 3. On the opened access rights page, on the READ, EDIT, or DELETE details, select the access rights to be canceled. For example, to restrict the right to edit the record for all users, select the “All employees” record in the EDIT detail. 4. Click the [Delete] button. DENYING ACCESS RIGHTS Denying access rights can be enabled in certain sections. In these sections, the DENIED additional permission becomes available. Also, on the access rights page, the [Up] and [Down] buttons become active. These buttons are used to define the priority of conflicting access rights. ATTENTION The right that is higher in the list has a higher priority. The denying rights are used when the access to the record must be restricted for a certain user or user group. For example, you must restrict access to an account for users included into the “Freelancers” bpm’online sales 127 User guide folder, while the rest of company employees must have free access to these records (the “All employees” folder has a right to view, change and delete these records). In this case, it is necessary to add an access right of the “Denied” permission to the “Freelancers” group and place this right in the list higher than the access right for all company employees. VIDEO TUTORIALS • Setting up access permissions 128 BPM’ONLINE SALES SECTIONS CONTENTS • The [Leads] section • The [Accounts] section • The [Contacts] section • The [Employees] section • The [Activities] section • The [Orders] section • The [Invoices] section • The [Documents] section • The [Products] section • The [Knowledge base] section • The [Feed] section • The [Dashboards] section • The [Calls] section bpm’online sales 129 User guide THE [LEADS] SECTION A lead represents an interest inyour products and services and expressed by a potential customer. For example, the basis for the lead creation is the registration of new visitors of your web site, receiving business cards of the interested parties during an exhibition, a call from a contact person who was previously interested in your services. You can work both with the customers who are ready to make a deal or those who need some more time to consider a purchase. Leads can be registered manually in bpm’online sales or imported from an Excel file. In the LEADS section you can manage the lead nurturing process from the moment a potential customer expresses an interest in your products up to the handoff to sales. In this section, you can store communication options and general information about potential customers, and track lead sources. VIEWS The section contains the following views: • — displays a list of records. The list of columns and their functions is covered in the description of the lead page below. • — displays charts, metrics and gauges that can be used to analyze leads. Read more CONTENTS • Lead management process • Lead page General information The [Lead info] tab The [Customer need details] tab The [History] tab The [Attachments and notes] tab The [Feed] tab • Lead qualification • Lead distribution • Lead handoff to sales • Awaiting sale • Lead duplicate search • Actions in the [Leads] section • Analytics in the [Leads] section • Leads FAQ SEE ALSO • Record pages LEAD MANAGEMENT PROCESS The process of lead management starts with qualifying the lead and continues to run as you work with the lead. The lead management process creates activities. As these activities are completed, their results influence the process flow. 130 The [Leads] section CONTENTS • Working on the process • Lead stages SEE ALSO • Lead qualification • Lead distribution • Lead handoff to sales • Awaiting sale • Leads FAQ WORKING ON THE PROCESS To start working on the process, click the [Qualify] button which is displayed in the list when selecting a lead record or on the new lead page. Use the workflow bar and action panel at the top of the lead page (Fig. 124) to manage leads. With the workflow bar, you can switch to any process stage, skip a stage or return to any previous one. Using the action panel, you can manage activities created when managing a lead. Need details, lead management history and other required information are available on the panel. Use tips displayed when hovering the cursor over the icon. Fig. 124 Lead management process SEE ALSO • Lead stages • Leads FAQ LEAD STAGES While working on the process, the system automatically creates linked activities and suggests the next steps. 1. Qualification. Fill in the contact and account information, determine customer needs. Read more 2. Distribution. Assign the lead owner. Read more 3. Handoff to sales. On the [History] tab of the lead page, open the ”Contact the customer and specify the availability and actuality of the need, budget, as well as their role in decision-making” activity. To further work with the lead set the task result to "Handoff to sales". After the results are bpm’online sales 131 User guide saved, the "Specify information required for handoff to sales" activity will be created. Read more 4. Awaiting sale. After the "Specify information required for handoff to sales" activity is filled in, the lead will be handed off to sales and will remain on the "Awaiting sale" stage. An opportunity connected to a lead is created automatically and is displayed on the lead page [History] tab. Read more 5. Satisfied. SEE ALSO • Working on the process • Lead qualification • Lead distribution • Lead handoff to sales • Awaiting sale • Leads FAQ LEAD PAGE In bpm'online sales a lead can be created in the following ways: • added manually in the [Leads] section. • imported from an Excel file. On the left side of the lead page, you can find information blocks containing basic lead information, for example, information about needs, about the company or contact whose need was recorded, as well as information about the contact person. At the top of the page there is the workflow bar that enables you to track and perform lead management process stages. Under the workflow bar you can find the action panel that displays activities created when processing a lead, feed posts or emails. Under the action panel you can find tabs that display other required information. GENERAL INFORMATION Lead profile Lead general information. Need type Potential customer need type. For example, the category of product or service of your company in which the potential customer is interested. This is a required field. Registration method Lead registration method in bpm'online. For example, a lead can be added to the system manually or registered as a result of a case. Created on Date and time when the new lead record was added. This is a non- editable field. 132 The [Leads] section Contact and Account profiles Contact and account profiles are located under the lead profile with the main lead information. The displays the fields with the name, website address and category of the company. The contact profile displays full name, job title and mobile phone of the contact person. If all required data has been filled in when the lead record was created, it will be automatically displayed on the lead page after the qualification. The profiles will be populated with additional data on the qualification stage. Read more THE [LEAD INFO] TAB Registration information The detail contains information about the contact the lead is received from. Contact name Full name of the contact. Account name Name of the company that is the potential customer. Mobile phone Contact’s mobile phone. Email Email address. Web Company web-site. Job title Position held by the contact, for example, “Department manager”. Country Potential customer location. Similar leads This detail contains a list of leads that match the current lead according to the duplicate search rules. By default, the [Similar leads] detail contains records with the same name, email address and need type. THE [CUSTOMER NEED DETAILS] TAB This tab contains detailed information about the needs of the potential customer. Need maturity Probability of making a sale. Need maturity level ranges from “Suspected“ to “Sales-ready“. The value can be changed automatically during the lead management process flow. Features The detail is used to store information about specific needs. Products This detail is designed for listing the products that the customer is interested in. You can only add products that correspond to the selected need type. bpm’online sales 133 User guide NOTE Use the [Set up customer needs] command of the [Actions] menu in the [Leads] section to match your products to need types. THE [HISTORY] TAB The history tab contains the complete history of a lead's interconnections, as well as information about distribution and the lead handoff. Channel Lead acquisition channel — type of the resource from which a lead was received, for example, “Web: socilal networks”. Source Specific source that was used for lead acquisition. Registration method Lead registration method, for example, "Added manually" or "Created automatically". Transition website The site from which the user came to the landing page, which resulted in creation of a new lead.. The field is not editable and is filled in automatically when receiving a lead from a landing page. Landing page The landing page name, from which the lead was transferred to bpm'online. The field is not editable and is filled in automatically when receiving a lead from the landing page. Lead distribution If the division or the employee who will be assigned to manage this lead is known, specify the contact or division in this field group. The data can also be specified later during the lead distribution stage. Owner The employee who is assigned as the owner responsible for proceeding the lead to handoff. Sale direction Your company division which is in charge of the lead handoff. Handoff to sales Use this field group to specify additional information about lead handoff. The data can also be specified later during the handoff to sales stage. Owner The employee who is assigned as the owner for the lead. Budget Expected budget. Meeting date and time Date and time of scheduled lead handoff meeting. Decision date Expected customer decision timeline. Order Order that is connected to the lead. 134 The [Leads] section Activities Tasks connected to the lead. This detail displays information from the [Activities] section. To connect an activity to the lead, fill in the [Lead] field of the activity page. Calls The list of incoming and outgoing calls connected to the lead. This detail displays information from the [Calls] section. To connect a call to a lead, fill in the [Lead] field of the call page. Email Emails that are connected to the lead. To connect an email to lead, fill in the [Lead] field of the email page. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about leads, as well as attachments and links to web resources. Read more Attachments This detail is used to store attachments and links about a lead. For example, you can attach documents that display the history of interaction with the lead, or just useful links. Notes The [Notes] detail is used to store additional text information and edit and organize notes. If you switch to another tab of the lead page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays messages connected to the current lead. SEE ALSO • Lead duplicate search • Lead management process • Leads FAQ LEAD QUALIFICATION The qualification stage is a part of the lead management process, and is used to check completeness of information about contact and account to which the lead is connected. This stage starts after the lead information has been saved. if you are sure you don't need to add additional lead information, qualify the lead without opening its page. To do this, select the record in the list and click the [Qualify] button. If data about a contact and account connected to a lead needs to be checked or supplemented, click the [Open] button displayed when selecting a lead record in the list. Fill in the information blocks — contact profile and account profile on the left side of the lead page. In the profile you can either add new records about account or contact, or select from the existing ones. You can also fill in information about contact and account on the [Initial data] tab. For example, update contact or account information by adding a mobile phone number or website address. After checking and entering all the required information on the qualification page, click the [Qualify] button. bpm’online sales 135 User guide NOTE If you enter the name of a contact or an account on the [Lead info] tab, then a new contact or account will be created in the system on the lead qualification stage. If the lead information is not up to date, disqualify the lead to stop further communication by clicking the corresponding button. SEE ALSO • Lead distribution • Lead handoff to sales • Leads FAQ LEAD DISTRIBUTION The lead distribution stage is a part of the lead management process. After the qualification the lead is transferred to the "Handoff to sales" stage, and the "Distribution" stage is skipped. If necessary, you can return to this stage and specify the employees responsible for the handoff to sales, and determine the further strategy of working with the lead. You can continue working with the customer and lead proceeding to handoff, keep record of a postponed interest and continue nurturing the customer or stop working with them. To move to the distribution stage, click the [Distribution] button on the workflow bar at the top of the lead page. When a lead is transitioned to this stage, the "Lead management: Distribution" page will be created on the workflow bar. Click the [Execute] button and go to the lead distribution page. CONTENTS • Lead distribution page • Lead distribution result LEAD DISTRIBUTION PAGE GENERAL INFORMATION Contact The contact connected to the lead. This is a non-editable field. The field is filled in on the lead qualification stage. Need type Customer need type. This is a non-editable field. The field is filled in on the lead qualification stage. Account The account connected to the lead. This is a non-editable field. The field is filled in on the lead qualification stage. THE [HANDOFF TO SALES] TAB On this tab, specify the data required to proceed the lead to handoff. contact info, Account The contact and account data that are connected to the lead is displayed in this field group. These fields are non-editable. These fields are filled in during the qualification stage. 136 The [Leads] section THE [NEED DETAILS] TAB The tab displays the characteristics of customer's needs. For example, the need type, maturity, lead stage. You can also add a list of products based on which a lead was created. If you have identified other needs of this client, add them on the same tab. THE [FOLDERS] TAB The [Folders] tab displays the list of folders that contain a contact connected to the lead. To include the contact to the folder, click the button. The [ContactsContacts] section group list will open which does not yet contain this contact. To remove the contact from the folder, select the [Delete] command of the [Actions] button menu. SEE ALSO • Lead distribution result • Lead handoff to sales • Leads FAQ LEAD DISTRIBUTION RESULT After confirming and entering the required information on the distribution page, choose a strategy for working with the customer. If the customer's interest is confirmed, proceed the lead to the next stage to specify the need. To do this, in the [Distribute] button menu select the [Start proceeding to handoff] command. As a result, the lead proceeds to the “Handoff to sales” stage. If the [Remind owner] checkbox is selected on the distribution page, a notification will be sent to the user responsible for proceeding the lead to handoff. If there is no point in communicating at the moment, but the customer has a postponed interest, then in the [Distribute] button menu select the [Continue nurturing] command. As a result, the lead remains at the distribution stage, and you can continue working on it later. If you find out that the customer is no longer interested in your products or services select the [Not interested] result. The lead will be proceeded to the “Not interested” stage. SEE ALSO • Lead handoff to sales • Leads FAQ LEAD HANDOFF TO SALES Handoff to sales is a part of the lead management process. The lead moves to this stage automatically after qualification. Contact the customer and find out more about the opportunity. After estimating the customer's potential, you can hand the customer over to a particular sales manager, taking into consideration the manager qualification and profile. As a result, you can run the handoff or proceed to order for this customer. If the customer has a postponed interest, you can return the lead to distribution and continue nurturing. At this stage a task is created in bpm'online sales and is displayed on the workflow bar. Execute the task by clicking its name or the [Execute] button. This task fields will be filled in as follows: • [Subject] – ”Contact the customer and specify the availability and actuality of the need, budgetas well as their role in decision-making”. bpm’online sales 137 User guide • [Owner] – the employee responsible for distribution. If the owner is not specified at the distribution stage, then the author of the task will be specified in the field. • [Author] — the employee who created the task • [Start] – time when the lead proceeds to handoff (in other words, selecting distribution result [Proceed to handoff]). • [End] — time expected for the sale to be completed. • [Display in calendar] — an attribute that determines whether the task is displayed in the calendar. • [Priority] — the task priority, for example, “Medium”. • [Category] — the task, for example, “To do”. • The [Lead], [Contact] and the [Account] fields of the [Connected to] fields group are also filled out in the task. The further process flow result. PROCEEDING TO ORDER If the customer is ready to make an order, specify the task result as “Proceed to order”. As a result, the lead proceeds to the “Awaiting sale” stage, and the “Sales-ready” need maturity will be set on the lead page. PROCEED TO HANDOFF If the lead is ready for handoff, select the “Proceed to handoff” task result. The system will ask you to enter additional notes for the handoff. After that, a page will open where you can enter information about proceeding the lead to handoff. The following fields need to be completed: Need type Customer need type. Budget, base currency Expected opportunity budget. Owner Employee assigned as the owner for the lead. Sales division Division responsible for the opportunity for example, direct sales department or affiliate sales department. Date and time of the Date and time of the appointed meeting with the customer. meeting Decision timeline Date and time when the customer is ready to make a decision about the opportunity. Comment Additional notes about the handoff. Information specified in the [Result details] field of the lead proceed to handoff page will be displayed here. Once the page is saved, you can see the specified note in the lead feed. The data entered will be displayed in the [Proceed to handoff] field group on the [History] tab of the lead page. You can edit it later. Once the page is saved, the note about the handoff will be added to the lead details. The lead then proceeds to the “Awaiting sale” stage. On the lead page, the “Sales-ready” need maturity will be set. 138 The [Leads] section BACK TO DISTRIBUTION If the customer is not interested at the moment, but communication with the customer is still available and the possibility to close the opportunity exists, select the “Back to distribution” task completion result. In this case, the lead will return to the “Distribution” stage, and the “Discovered” need maturity is set on the lead page. TASK RESCHEDULE If you need to postpone a task, select the “Rescheduled” result. The lead will remain at the “Handoff to sales“ stage. A new task for proceeding lead to handoff will be created. NOT INTERESTED If the customer need is not confirmed, select the “Not interested” task result. In this case, the “Not interested” need maturity will be set on the lead page. The lead will remain at the “Handoff to sales“ stage. Later on, after the customer's need is renewed, you can continue working according to the process. SEE ALSO • Awaiting sale • Leads FAQ AWAITING SALE The lead management stage has finished at this stage. LEAD DUPLICATE SEARCH The lead duplicate search helps to obtain information about customers with similar needs and to eliminate duplicated leads. In contrast to searching for duplicate contacts and accounts, the duplicate search is not started manually. The results of the lead duplicate search are displayed automatically on the [Similar leads] detail of the lead page. Duplicates cannot be merged since a similar need may arise from your customers in different time periods. The lead duplicate search in bpm'online is performed according to the pre-configured rules for searching for duplicates grouped as “Similar leads”. To enable or disable individual rules: 1. Go to the system designer. 2. Open the [Setup duplicate rules] link. 3. In the section [Filter] menu, select the [Show folders] command. 4. In the folder list, select the "Similar leads" group. The list will display the pre-configured duplicate search rules. 5. Select a rule from the list to be enabled or disabled and click the [Open] button. 6. On the rule page: a. Clear the [Active] checkbox to disable the rule. b. Select the [Active] checkbox to enable the rule (Fig. 125). bpm’online sales 139 User guide Fig. 125 Selecting the [Active] checkbox for the lead duplicate search rules Click the [Save] button. The lead duplicate search will be performed based on the rules with selected [Active] checkbox. SEE ALSO • Finding and merging duplicates • Leads FAQ ACTIONS IN THE [LEADS] SECTION In addition to the basic actions, there are several other actions available for this section. SET UP NEED TYPES This action opens the content of the [Need types] lookup for editing. On the displayed page, you can add, edit or delete needs. Here you can also define products corresponding to any need. ANALYTICS IN THE [LEADS] SECTION The DASHBOARDS view contains: diagrams, metrics, rating lists and reports. NOTE More information about working with analytics and the analytics setup can be found in the corresponding chapters. THE [LEADS ANALYTICS] TAB The [Leads analytics] tab displays the analytics about leads. NOTE Filters set in this section are applied to all dashboard components. Lead sources Diagram displaying how leads are grouped by source. New vs. sales-ready Chart displaying leads added to the system and proceeded to handoff. leads by month New and sales-ready leads are displayed on separate charts and grouped by month. Leads by need type Diagram displaying how leads are grouped by the need type. Leads that have the “Disqualified“ and “Not interested“ stages are not taken into account. Leads by maturity Diagram displaying how leads are grouped by need maturity. 140 The [Leads] section THE [LEAD PIPELINE] TAB The [Lead pipeline] tab shows how leads are grouped by stage. NOTE Filters set in this section will be applied to all dashboard components, except for “Number of sales- ready leads this month”. Lead pipeline A pipeline displaying how leads are grouped by stage. Leads that have the “Disqualified“ and “Not interested“ stages are not taken into account. Number of leads in Metric displaying the number of leads, on which the [Lead pipeline] is pipeline built. Leads that have the “Disqualified“ and “Not interested“ stages are not taken into account. Number of sales-ready Metric displaying the number of leads that have proceeded to the leads this month “Awaiting sale“ stage in the current month. It is created based on the records in the [Process log] section. THE [LEADS DYNAMICS] TAB Analytical data on the dynamics of working with a lead.. Lead attraction A chart that enables you to monitor the quantitative dynamics of the dynamics lead transition through the stages of lead management process: from attraction — to client's need satisfaction. Leads The total number of leads attracted per period. Qualified leads The number of leads that have passed the qualification stage and are ready for handoff. Opportunities The number of leads that are on the “Awaiting sale” and “Satisfied” stages. Victories The number of leads transferred to the “Satisfied” stage. The result of managing these leads was a successful sale. THE [LEAD OWNER EFFICIENCY THIS MONTH] TAB Analytical information about results. NOTE Filters set in this section are applied to all dashboard components. Activities by leads Diagram displaying activities connected to leads grouped by owner. The diagram displays only activities started in the current month. Effective activities by Diagram displaying activities connected to leads grouped by owner. leads Only completed activities started in the current month are displayed. bpm’online sales 141 User guide Leads handed off to Diagram displaying activities connected to leads grouped by owner. The sales diagram displays only activities started in the current month, and activities that require an order to be created or can proceed to handoff. SEE ALSO • Section analytics • Analytics setup • Leads FAQ LEADS FAQ • How do I assign the owner of a lead? • What is the purpose of the "Continue nurturing"? The lead remains at the "Distribution" stage. Nothing has changed. • What is the difference between the lead source and lead channel? • What is the difference between the [Account] and [Account name] fields on the lead page? • What is the logic of automatic contacts/accounts creation? • What data from the lead page is transferred to the contact page? • How are contacts and accounts searched for when qualifying a lead? • How do I change the standard lead management process? • How do I disable a base sub-process? • How do I change the standard lead management process? How to add or modify process stages? • Why can't I edit the [Note] field on the lead page? • How do I search for lead duplicates? HOW DO I ASSIGN THE OWNER OF A LEAD? Lead distribution includes the assignment of the lead owner, need clarification and the decision to nurture further or proceed to handoff. This step is optional and may be performed at any lead stage, except the final stages ("Awaiting sale“ and ”Satisfied”). As the assignment is not a mandatory action, after the qualification stage is complete the lead is transferred to the “Handoff to sales” stage. You can return to lead distribution by clicking the lead distribution stage on the workflow bar (located at the top of the lead page), or go to the [History] tab and specify the owner on the [Lead distribution] detail. WHAT IS THE PURPOSE OF THE "CONTINUE NURTURING"? THE LEAD REMAINS AT THE "DISTRIBUTION" STAGE. NOTHING HAS CHANGED. The decision to hand off a lead to sales or to continue the nurturing is made based on whether there is sufficient information to start the sale and whether the customer is ready for a deal. If the lead is not interested at the moment, but communication is still available and the possibility to close the opportunity exists, select the “Back to nurturing” task completion result. During the lead nurturing you can build the strategy of working with the lead: clarify the customer needs, enter the missing information. 142 The [Leads] section As a result, the lead remains at the distribution stage, and you can continue working on it later. Otherwise, you'd have to take the lead to the "Need absent" and such a lead would become unavailable for further work. WHAT IS THE DIFFERENCE BETWEEN THE LEAD SOURCE AND LEAD CHANNEL? Lead channels are resources involved to attract leads, for example, search engines, email, social networks, media resources, etc. A lead source is a specific resource from which a lead is transferred into the system, for example, the Google search engine, email, Facebook, etc. WHAT IS THE DIFFERENCE BETWEEN THE [ACCOUNT] AND [ACCOUNT NAME] FIELDS ON THE LEAD PAGE? The account information can be found in two places: • In the central part of the page, on the [Registration data] detail of the [Initial data] tab. The fields on the details are filled in automatically when you create a new lead in the system and only with the data that the user provided during registration on the landing page. I.e. if when registering on the landing page the user has not entered a company name, then the [Account] field on the [Registration information] detail will be blank. • The account profile is located on the left side of the lead page. This interface enables you to register a new company or to associate an existing account with the lead based on registration data from the [Initial data] tab. I.e. if a user has specified the company name registered in the [Accounts] section, the system will pull in the profile information for account, and will enable you to associate it with the lead. WHAT IS THE LOGIC OF AUTOMATIC CONTACTS/ACCOUNTS CREATION? A contact is created in the system automatically simultaneously with the new lead that came from a landing page, provided that the [Create contact] checkbox is selected on the landing page. When adding leads manually: • If the lead is created for an existing contact, then on the qualification stage such contact will be bound to a corresponding lead profile page, and you will be able to bind lead records and contact records using the [Select from similar] option. • If a contact specified on the lead creation mini-page does not exist in the system, then on the qualification stage when clicking the [Qualify] button, a new contact will be added to the system automatically. WHAT DATA FROM THE LEAD PAGE IS TRANSFERRED TO THE CONTACT PAGE? All the basic data such as contact full name or his communication options are transferred from the lead page to the contact page when a contact is automatically created in the system. HOW ARE CONTACTS AND ACCOUNTS SEARCHED FOR WHEN QUALIFYING A LEAD? Standard fields contained in a web form on the landing page are the [Full name] and [Company] fields. While filling them in, a potential customer fills in the [Contact name] and [Account name] fields on the [Basic information] tab on the lead page in bpm'online. Contact and account profiles are located on the left side of the lead page. Profiles are displayed as blocks containing basic information about contacts and accounts bound to the lead. In addition to bpm’online sales 143 User guide containing basic information about contacts and accounts the profiles are useful because when multiple conditions are met, the system will “throw” the needed contact and/or account to the profile and you will be able to bind them with a qualified lead just by clicking the [Select from similar] button (Fig. 126): Fig. 126 — Binding leads to accounts The following are the terms under which similar records are added to the contact or account profiles on the lead page. A contact is considered similar when: • The values of the [Contact name] and [Email] fields on the lead page match the values of the [Contact name] and [Email] fields on the contact page. • The values of the [Contact name] and [Mobile phone] fields on the lead page match the values of the [Contact name] and [Mobile phone] fields on the contact page. An account is considered similar when: • The value of the [Account name] field on the lead page matches the value of the [Account name] field on the account page. • The values of the [Account name] and [Country] fields on the lead page match the values of the [Account name] and [Country] fields on the account page. HOW DO I CHANGE THE STANDARD LEAD MANAGEMENT PROCESS? The lead management business process starts automatically after clicking the [Qualify] button and continues to execute as you work with a lead. You can also customize the lead management business process according to your needs. To do this, create a new business process or copy an existing one and appropriately change it and then specify the name of the new process in the “Lead management business process” system setting. The details of the business process features are described process setup documentation. HOW DO I DISABLE A BASE SUB-PROCESS? To disable a base sub-process, you must copy an existing business process and give it a new name. Then disable the required sub-process, and specify the name of the new process in the “Lead management business process” system setting More ways to configure and operate the business processes are described in the process setup documentation. 144 The [Leads] section HOW DO I CHANGE THE STANDARD LEAD MANAGEMENT PROCESS? HOW TO ADD OR MODIFY PROCESS STAGES? You can delete, change or add process stages, and change the list of activities in accordance with your needs. To modify the stages set and conditions of transition between them, use the [Lead stages] and [Available transitions between lead stages] lookups. If you need to change the process logic, for example, activities that are created during each stage, than you need to edit the basic process. To do this: 1. Open the [Process library] section. 2. Find the basic process that you want to change. The lead management process consists of several subprocesses with each referring to a particular opportunity stage. When searching for a subprocess, pay attention to the name and the 7.8 prefix. For example, if you need to change the “Qualification” stage, look for a process called “Opportunity qualification v7.8.0”. 3. Create a copy of the basic lead management process by clicking the [Copy] button in the process record. 4. Make the required changes in the copy. You can change the required elements, remove elements or add new ones. 5. Save the edited copy and publish. 6. Enter the name of the edited copy in the “Lead management process” system setting in the [Value by default] filed. 7. Go to the original version of the corporate sales process and disable it by clicking the [Actions] —> [Disable]. NOTE Detailed descriptions of business process management can be found in the bpm’online business process documentation. After performing the settings, the system will use the custom lead management process. WHY CAN'T I EDIT THE [NOTE] FIELD ON THE LEAD PAGE? Some of the fields on the record pages are not editable or only become editable in the course of working with a record. You cannot edit a field that is populated by certain objective data such as the time a user logs in and out of the system. You also cannot edit a field whose data loses its relevance when a lead is transitioned to the next stage of the business process. For example, when a lead is at the “Qualification”, “Distribution”, “Handoff to sales” or “Awaiting sale” stages, the [Note] field on the [Files and notes] tab is editable. You can make any comments during these stages but as soon as the lead goes to one of the final stages, the [Note] field becomes read-only. HOW DO I SEARCH FOR LEAD DUPLICATES? The lead duplicate search helps to obtain information about customers with similar needs and to nurture those leads. You’ll be able to disqualify and exclude duplicate leads from processing. Leads that are similar to duplicate ones are displayed on the [Similar leads] detail of the lead page. Detailed information about the lead duplicate search is available in a separate article. bpm’online sales 145 User guide THE [ACCOUNTS] SECTION All information about customer companies, partners, contractors or suppliers, that you interact with are stored in the [Accounts] section, up-to-date and easily accessible at any time. Use the [Accounts] section of bpm’online sales to keep record of account information, track connections between companies, group companies by various criteria and analyze the relevant statistics. For example, information the number of employees may be used to estimated the size of the company. VIEWS This section contains several views: • — list of accounts displays accounts as a list of records. The list columns are covered in the description of the account page below. • – displays charts, indicators and ratings that can be used to analyze accounts. Read more CONTENTS • Account page Record profile The [General information] tab The [Contacts and structure] tab The [Connected to] tab The [History] tab A list of orders connected to the company displays information from the [Orders] section. To connect an order to an accountAccountThe [Attachments and notes] tab The [Feed] tab • Finding and merging duplicates • Account data enrichment • The [Accounts] section actions • Receiving account information from Facebook • How to merge several companies into one holding/company group • How to view the history of a holding/company group activities SEE ALSO • Percentage of profile completion • Record pages VIDEO TUTORIALS • Working with folders in bpm’online • Working with emails in bpm’online ACCOUNT PAGE In bpm’online sales, accounts can be: • added manually; • saved after lead qualification; 146 The [Accounts] section • imported from an Excel file; NOTE When creating an account manually the system will offer to select one from the list of suggested accounts. For this, data population must be set up. More information about the setup is available in a separate article. Account profiles are localed on the left. They contain basic information about the account and its primary contact. The action panel, which contains activities, posts and emails, created when working with the account, is located at the top of the page. Workflow bar enables you to: • Schedule a task • Send an email • Create a post in the record feed • Record call results . Tabs, which contain account fields and details, are located below the action panel. RECORD PROFILE General information about the account. Name Official name of the company. Type Type of the account depending on its role in relation to your company, such as “Customer”, “Partner” or “Insurance company”. Owner Name of the employee responsible for working with the account. Web Company web-site. Primary phone Primary phone number for contacting this account. Category Category that defines how important the account is for your your company. For example, “A“ – top importance, “D“ – low importance. Industry Business field that the account operates in, for example, “IT Company”, “Business services”, or “Manufacturing and distribution”. — data population button. Read more Primary contact profile The primary contact profile is located below the account profile and displays full name, job title, work and mobile phone numbers, an email address of the primary contact for the current account. bpm’online sales 147 User guide THE [GENERAL INFORMATION] TAB The tab contains primary information on the account, such as segmentation detail, communication options, connections to other contacts and accounts, banking details. Alternate names Aliases or additional names of the account, such as abbreviation of the company name. Primary contact Name of the main contact person for the account, such as the manager that you work with. Company code Code of the account. It is used to distinguish companies with identical names. The account code is non-editable and is filled in automatically based on the specified template. Use the “Account code mask” system setting to customize auto numbering for accounts. Segmentation Additional information about the account. No. of employees Approximate number of employees in the company, for example “51– 100” or “501–1000”. Business entity Type of the account, for example, “LLP”, “Ltd.”, or “Inc.” Annual revenue Possible annual revenue ranges for companies, for example, “15–20 million” or “20–30 million”. Addresses List of all addresses of the account. Address type Type of account address, for example, delivery, legal, actual address, etc. It is defined when a record is added, but can be changed. Address Street, building number and other details of the company address. Country Location of the company. The [State] and [City] fields are connected to the [Country] field. For State/province example, if a city is located in a certain country, then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if City you enter a province in the [State/province], the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will show only those regions and cities that correspond to the selected country. You can associate a region with a certain country in the [States/ provinces] lookup, and associate a city with a country – in the [Cities] lookup. Use the [Districts] lookup to associate a district with a country. ZIP Postal code of the company. 148 The [Accounts] section NOTE The list displays the address of the account that was added first. Communication options Phone and fax numbers, web and email addresses and social network profiles of the account. Primary phone Phone numbers that can be used to contact the company. Communication option types are defined when a record is added, but Alternate phone can be changed. Fax Web Website and email addresses of the company. Email Facebook Social network profiles of the account. A separate page is used to link social network accounts to accounts. Twitter NOTE If an account has multiple web addresses, the list displays the address that was entered last. – call the company. The button is displayed on the page if at least one field of the “Phone” type is filled in. – opens the search page in Facebook where you can select a social network account of the account to add it as a communication option. If a Facebook account has already been added as a communication option, the button will be displayed in a blue color. When it is clicked, it will open the Facebook page of the account. Banking details The tab also displays banking details of the account. Account Name of the company whose banking details are given. This is a non- editable field. Opportunity name Name or type of the company's banking information, such as “Primary bank account”. Manager Names of the chief accountant and CEO of the company. Chief accountant Country Country of the banking details for the account If the selected country has a specific template for banking details in the [Countries] lookup, then this template will appear in the [Banking details] field. Banking details Complete information on the company's banking details, for example, account number, SWIFT number, ABA Code, etc. Notes Additional information about the banking details, bpm’online sales 149 User guide Noteworthy events List of company's noteworthy events. Type Type of the noteworthy event, for example, “Company day“. It is defined when a record is added, but can be changed. Date Date of the noteworthy event. THE [CONTACTS AND STRUCTURE] TAB This detail displays information about the company contact persons and structure. Organizational structure This detail displays the company structure and divisions. Account Name of the company whose organization structure is established. This is a non-editable field. Part of The department that includes the given department. This is a non- editable field. It is only displayed on the page of the division that has a parent element. Division Name of the company division. If you select a value in the [Department] field, this field will be filled in with the selected value. Department Name of the company department. Manager Name of the division manager. Notes Additional information about the division. [Add root item] – adds root items, such as company departments. [Add subordinate item] – adds a subordinate item for the selected one, for example, a unit within a department. Contacts This detail displays contacts for whom this company is indicated as the main and current place of employment. To add a new contact to the system, use the [New] button on the detail. A new contact page will open with the current account specified. Once the page is saved, the employment history detail will display the record about the contact's new place of work. THE [CONNECTED TO] TAB Connections between the current account and other accounts and contacts. Account Name of the company which a relationship is established for. This is a non-editable field. 150 The [Accounts] section is a/an Relationship type, for example, “Partner” – “Holding company”. When you select a relationship, the inverse relationship type is automatically filled in the [Inverse relationship] detail. for contact / for Name of the company or person who is connected to this account. account Actual The checkbox indicates whether the relationship is relevant at the present time. Description Any additional information about the entities. – chart showing the account connections. The chart shows the “Holding company – Subordinate company” type connections of the account. NOTE You can change the type of the displayed connections using the “Connection type - "Parent account” system setting. – list showing the account connections. THE [HISTORY] TAB The [History] tab contains system records connected to the account. Activities Tasks connected with this account. The detail displays information from the [Activities] section. To connect an activity to the account, fill in the [Account] field of an activity page. Calls The list of the subscriber's incoming and outgoing calls. This detail displays information from the [Calls] section. To connect a call to a contact, fill in the [Contact] field of the call page. You can play back a recorded call directly on the detail. Read more Email Emails connected to the current account. To connect an email to the account, fill in the [Account] field of an email page. Documents This detail contains a list of documents connected to the selected account. This detail displays information from the [Documents] section. To connect a document to the account, fill in the [Account] field of a document page. Accounts A list of invoices connected to the company. Displays information from the [Invoices] section. The invoice connection with the account is performed by the [Customer] field of the invoice page. bpm’online sales 151 User guide Leads List of leads that are qualified as the selected account. This detail displays information from the [Leads] section. The lead is connected to the account by the [Qualified as account] column of the [Leads] section. Orders A list of orders connected to the company displays information from the [Orders] section. To connect an order to an accountAccountTHE [ATTACHMENTS AND NOTES] TAB Additional information about the account, as well as files and web-resources related to the account. Read more Attachments Use this detail to store files and links related to the account. For example, on this detail you can add documents that reflect the accounts relationship history, or links to the company's web resources. Notes The [Notes] detail is used to store additional text information about the account. You can edit and organize notes on the detail. If you switch to another tab of the account page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the current account. SEE ALSO • Percentage of profile completion FINDING AND MERGING DUPLICATES In bpm’online sales, you can search for duplicates and eliminate them in order to manage your customer database. When creating new records, the system automatically checks for duplicates. You can also schedule a periodic duplicates search for accounts and contacts. Read more SEE ALSO • How to start a global duplicate search • How to search for duplicates when saving accounts and contacts ACCOUNT DATA ENRICHMENT Save time on searching and entering the contact information of an account by using the data enrichment. The data enrichment functionality in bpm’online consists of two components: • Adding a web address and logo during account creation When filling out the [Name] field, select an account from the list of found records. • Adding of contact information to the page – phone numbers, email addresses and social network profiles. Execute the [Enrich data] action. Read more To work with data enrichment, bpm’online on-site users must specify cloud service personal key in the system settings. Read more 152 The [Accounts] section CONTENTS • How to set up data enrichment (for on-site users) • How to enrich an account with data • Data enrichment FAQ HOW TO SET UP DATA ENRICHMENT (FOR ON-SITE USERS) To use the data enrichment functionality in bpm'online, specify your cloud service personal key and the bpm’online cloud services connection URL. To do this, use the following system settings: • “Bpm’online cloud service connection URL” By default, this setting is filled in for all applications. • “Bpm’online cloud service API key” By default, this setting is filled in for all cloud applications. The setup must be performed for all on-site applications. For on-site applications, request a personal key from the bpm’online technical support: [email protected]. After receiving the key: 1. In the system designer, click the [System settings] link. 2. In the “Bpm’online cloud services”, open the “Bpm’online cloud service API key” system setting. 3. In the [Value by default] field, enter the received key and save. Now you can use the data enrichment functionality. SEE ALSO • How to enrich an account with data • Data enrichment FAQ HOW TO ENRICH AN ACCOUNT WITH DATA Use the data enrichment to search for account’s contact information and quickly add it on the account page. To launch the data enrichment action, click the button in the record profile. NOTE To work with data enrichment, you must have access to the [Ability to enrich account data] operation. NOTE Before enriching profile data, make sure the account page contains the name, and at least, the web address of the account. As a result, the system will search in the public sources for the following account data: • emails; • phones; • account profiles in Facebook, Twitter, LinkedIn, Google+, Youtube, Instagram, SlideShare, Pinterest social networks. After the search has finished, a window with the list of found communication options that are not yet on the account page will open (Fig. 127). bpm’online sales 153 User guide Fig. 127 Data enrichment window If necessary, edit the data in the list of search results. Then mark the data you wish to add to the account, and click [Add]. The data will be saved on the account page as communication options of the corresponding type: • Email addresses are saved as “Email” communication options; • Phone numbers are saved as “Primary phone” communication options; • Facebook accounts are saved as “Facebook” communication options; • Twitter accounts are saved as “Twitter” communication options. • Accounts in LinkedIn, Google+, Youtube, Instagram, SlideShare, Pinterest social networks are saved as “Web” communication options; To re-start the search, press the button in the window of the search result. NOTE You can set up the number of communication options of each type that will be displayed. To do this, use the system settings. Read more SEE ALSO • Account page • Data enrichment FAQ DATA ENRICHMENT FAQ WHY CAN’T THE SYSTEM LOCATE ACCOUNT DATA? The system searches data in open sources. The list of these sources must not be disclosed as this information is confidential. If during data enrichment, the account information has not been found, follow these steps: • Make sure the data enrichment is properly set up in your application. 154 The [Accounts] section • Make sure the account name matches the company name. • Specify at least one company’s web address in the account [Web] field. If the web address is specified, make sure it is correct. • Specify the company’s enterprise email address. • Make sure that the values of the “Maximum number of found links to social network during data enrichment”, “Maximum number of found phone numbers during data enrichment”, “Maximum number of found emails during data enrichment” system settings are not set to zero. If the account information still has not been found, this may mean the following: • There is no information on the requested company in the open sources, or according to the available information the system was unable to determine contact information. In this case, contact bpm’online technical support and send the list of companies whose profile could not be enriched. We will analyze this information and use it for further development of data enrichment functions. • The system has not found new information about the company, i.e. the account page is already populated with relevant information. The new versions of bpm'online will expand the list of sources from which bpm'online receives information for profile enrichment. The data recognition algorithms will also be improved. WHY DOES THE LIST OF FOUND DATA DISPLAY INCORRECT VALUES? Bpm'online searches for information in unstructured data from open sources by using artificial intelligence algorithms, which can deal with “fuzzy” data. Sometimes, the fields may display incorrect values in the found data window. Review the found data and select values that do not need to be added to the account page. Data recognition algorithms improve with each new version of bpm'online. HOW DO I SET UP RECORD NUMBER LIMIT IN THE FOUND DATA WINDOW? Sometimes, dozens of different communication options can be found for some companies (e.g., email addresses of various departments, employees, etc). Use the following system settings to limit the number of different types of communication options displayed: • “Maximum number of social network links found during data enrichment” • “Maximum number of phone numbers found during data enrichment” • “Maximum number of emails found during data enrichment”. By default, the system is configured to display 10 communication options of each type. To set up the found data window so that 5 found email addresses would be displayed for each company. 1. In the system designer, click the [System settings] link. 2. Go to the “Bpm'online cloud services”–>”Data enrichment” group, open the “Maximum number of found emails during data enrichment” system setting. 3. In the [Value by default] field, enter 5 and save. Now when you search the contact information, the found data window will only display five of the first found email addresses bpm’online sales 155 User guide SEE ALSO • How to enrich an account with data THE [ACCOUNTS] SECTION ACTIONS In addition to the standard actions, the section also contains special actions. SHOW DUPLICATE ACCOUNTS The [Show duplicate accounts] action opens an additional page that contains all possible duplicates of the accounts. After the duplicates search is completed, records are added on the page automatically. Read more SHOW ON MAP The action shows the list of the selected accounts on a map. Launching the action opens a window that displays accounts selected in the list. If the address is not filled in for all selected accounts, the action will not be performed. If the address is not filled in for some accounts or filled in incorrectly, then the corresponding information will be shown in the opened window. NOTE You can select multiple accounts in the section using the [Select multiple records] action. UPDATE WITH SOCIAL NETWORKS DATA This option allows you to populate the account page with additional information from Facebook. Read more ACTIONS WHEN SAVING A RECORD When you save an account record, additional actions are available. Adding a new contact person for account When you save a new account page, a message will appear prompting you to add a new contact person for this record. If you click the [Yes] button the page of a contact, where you can enter information about a primary contact for the account. Click the [No] button to cancel the action. Duplicates search when saving a record When you save an account, a duplicates search page might open. It means that this record might be already registered in the system. You can edit the new record or indicate that the records found are not duplicates of the new record being saved. 156 The [Accounts] section PRINT Account summary Displays summarized information about the company. The table contains a list of communication options and addresses of the company as well as the history of interaction with it. This print option is available on the account page in the [Print] menu. THE [ACCOUNTS] The [Analytics] view contains summary data on the section: charts, metrics, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [ACCOUNTSANALYTICS] TAB. The [Account analytics] tab displays the summary of information about accounts that are registered in the system. NOTE Filters set in the section will be applied to all dashboard components. Customer base growth Diagram displaying the number of contacts of the “Customer” type added in the system. The data is grouped by month and displayed in chronological order. Number of customers Calculated indicator Calculated indicator displaying the number of bpm’online sales accounts of the “Customer“ type. Number of accounts Calculated indicator Calculated indicator displaying the number of bpm’online accounts of the “Customer“ type. Customers by industry Diagram displaying how accounts are grouped by industry. Customers with no List of 5 accounts that don't have any connected contacts. It displays the contacts specified accounts of the “Customer“ type sorted in alphabetical order. Customers with no List of 5 accounts that either don't have any connected activities or recent activity whose latest activity is expired. It displays records sorted in ascending order of the latest activity date. Clients without activities or with the earliest activities will be in the top of the list bpm’online sales 157 User guide REPORTS Data sufficiency The list of fields on the account page is given as a table. For each field the table contains the number of records where this field is filled in and the corresponding percentage. It also displays the number of entries that have no data in this field. SEE ALSO • Section analytics • Analytics setup RECEIVING ACCOUNT INFORMATION FROM FACEBOOK • Connecting an account to its Facebook page • Populating an account page with Facebook information • Fields completed in bpm’online from a Facebook page Integration with Facebook allows you to maintain the information about accounts stored in the system. Run the [Update with social networks data] action to receive additional information about an account. To run the action, specify the Facebook account on the [Communication option] detail of the bpm’online account page. VIDEO TUTORIALS • Bpm'online cloud integration with facebook • Bpm'online on-site integration with facebook CONNECTING AN ACCOUNT TO ITS FACEBOOK PAGE 1. On the account page, expand the [Communication options] detail and click the button. NOTE If you have not used Facebook integration before, when you click the button, the Facebook authorization window will open. NOTE To add one more communication option of the “Facebook“ type to the existing ones, click [Add] —> [Social networks] —> [Facebook]. 2. The displayed Facebook page will contain the list of public pages that meet the search criteria. You can change the search criteria or enter the link to the company's Facebook page. 3. Select the Facebook accounts to add to the detail (Fig. 128). 158 The [Accounts] section Fig. 128 Selecting the public pages of a bpm’online account As a result, a new record with the “Facebook“ type will be added to the [Communication options] detail. VIDEO TUTORIALS • Bpm'online cloud integration with facebook • Bpm'online on-site integration with facebook POPULATING AN ACCOUNT PAGE WITH FACEBOOK INFORMATION 1. On the account page, expand the [Communication option] detail. Make sure that the detail contains the needed Facebook pages of the account. 2. Select the [Update with social networks data] option from the [Actions] menu (Fig. 129). Fig. 129 Selecting the [Update with social networks data] action The displayed page will contain the account data stored in bpm’online and the information from all Facebook public pages that are specified on the [Communication options] detail of the account page. 3. Analyze and select the data to add to the existing account information: a. On the [Communication options] detail, select the communication options to be saved in bpm’online. To add a phone number, specify its type, for example, “Primary phone“ or “Extension number“ (Fig. 130). bpm’online sales 159 User guide Fig. 130 Selecting a communication option type b. On the [Address] detail, enter the value in the [Address type] field. If necessary, edit the following fields: [City], [State/province] and [Country] (Fig. 131). Select the addresses to be saved in bpm’online. Fig. 131 Selecting an address type c. Edit the information on the [Noteworthy events] detail by specifying the event type, for example, “Company foundation day“. d. If necessary, edit the [Notes] detail. 4. After you edit and save all the needed data from Facebook, click the [Save] button on the page. As a result, the information will be added to the corresponding page details. ATTENTION! If you clear the checkbox for information that has been previously added to bpm’online, it will be deleted from the account page after the data population is completed and the changes are saved. VIDEO TUTORIALS • Bpm'online cloud integration with facebook • Bpm'online on-site integration with facebook 160 The [Accounts] section FIELDS COMPLETED IN BPM’ONLINE FROM A FACEBOOK PAGE Let's review the list of fields that can be completed in bpm’online based on data from Facebook. Fields of the public page that can be mapped to the bpm’online fields are located on the [About] tab of the Facebook public page and are described below. Facebook field Bpm’online field Website Web is saved on the [Communication options] detail. Phone To save a phone number, in bpm’online, specify its type, for example, “Business phone“ or “Mobile phone“. is saved on the [Communication options] detail. Email Email. is saved on the [Communication options] detail. Start Date The start date is saved on the [Noteworthy events] detail. Address The address. is saved on the [Addresses] detail. Short Description Notes are saved on the [Attachments and notes] detail. SEE ALSO • Configuration of bpm’online integration with Facebook (for “on-site” applications) VIDEO TUTORIALS • Bpm'online cloud integration with facebook • Bpm'online on-site integration with facebook HOW TO MERGE SEVERAL COMPANIES INTO ONE HOLDING/ COMPANY GROUP Make connections between accounts in bpm’online to facilitate centralized communication and work flow between accounts. Use the chart to manage relationships with parent and subordinate accounts. To view the location of an account within the relationship structure, open the [Connected to] tab of the account page. Currently selected account is highlighted in orange (Fig. 132). bpm’online sales 161 User guide Fig. 132 Company group chart Click the button to view the company's relationships chart. Click the button to switch to the list view. The chart only shows the “Holding company – Affiliate company” type connections of the account. NOTE You can change the type of the displayed connections using the “Connection type - "Parent account” system setting. Let's create a holding company structure that includes subordinate companies with branches. To do this: 1. Open the page of the holding account and go to the [Connected to] tab. 2. Click the [Add subordinate company] button (Fig. 133). Fig. 133 Adding an subordinate company 3. In the displayed field, enter the name of the subordinate company that you want to create aconnection to. Select a company from the list (Fig. 134) or create a new one by clicking [New...]. 162 The [Accounts] section Fig. 134 Connecting the holding company to the subordinate company 4. To add more subordinate companies, select the holding company in the chart and click the existing workplace, select it in the workplace list and click the “+” button (Fig. 135). Fig. 135 Adding a second subordinate company 5. Click the [+] button to add subordinate connections. 6. In the displayed block, enter the name of the subordinate company. 7. In the similar way, add the subordinate company branches. NOTE To delete a connection between accounts, select the company connection you want to delete and click the “x” button. HOW TO VIEW THE HISTORY OF A HOLDING/COMPANY GROUP ACTIVITIES Use the history to view and analyze the cooperation process with the holding company and all of its affiliates. This will enable you to view activities are in progress for both the holding and each subordinate account. To view the history: 1. On the parent account page, go to the [History] tab. 2. Expand the [Activities] detail and click the button. NOTE The button is available on the [History] tab details for registered accountsaccount (Fig. 136). bpm’online sales 163 User guide Fig. 136 Viewing the activity history of the subordinate companies You can use the following details to view the opportunities history of the subordinate companies: [Activities], [Invoices], [Orders], [Leads] on the [History] tab, and on the [Contacts of account] of the [Contacts and structure] tab. The history is only displayed for the first and second nesting levels. This means that if the subordinate company has its own subordinates, the records connected to these subordinates will not be displayed for the selected account. 164 The [Contacts] section THE [CONTACTS] SECTION Contacts in bpm’online sales — are your bank’s customers, accounts, your bank employees and other business or personal contacts. Use the Contacts section to manage information about contacts, group them by various parameters, analyze the history of interactions with customers, and view the resulting statistics. VIEWS This section contains several views: • – list of contacts. Displays contacts as a list of records. All list columns are described below in the context of the contact page. • – contacts analytics. displays charts, indicators and ratings that can be used to analyze contacts. CONTENTS • Contact page Record profile The [General information] tab The [Current employment] tab The [History] tab The [Attachments and notes] tab The [Feed] tab • Finding and merging contact duplicates • The actions in the [Contacts] section • Analytics in the [Contacts] section • Receiving contact information from Facebook • Percentage of profile completion SEE ALSO • The [Accounts] section > Finding and merging duplicates • Integration with MS Exchange • Integration with Google services • Integration with social networks VIDEO TUTORIALS • Working with folders in bpm’online • Working with emails in bpm’online CONTACT PAGE In bpm’online sales, a contact can be: • added manually; • imported from an Excel file; • received through synchronization with social networks. • received through Google synchronization. bpm’online sales 165 User guide • added through Single Sign-On authentication. ATTENTION! To synchronize with external resources, you need to perform initial setup. Social network integration, Google synchronization and Single Sign-On authentication are described in separate chapters. The contact profile and connected account profile are located on the left side of the contact page. Profiles contain basic information on the current and connected records. The action panel, which contains activities, posts and emails, created when working with the contact, is located at the top of the page. Workflow bar enables you to: • Schedule a task • Send an email • Create a post in the record feed • Record call results . Tabs, which contain contact fields and details, are located below the action panel. RECORD PROFILE General information about a contact. Photo A photo is displayed on the contact's page as well as next to the contact name when displayed in other sections and in the feed. Click the button to add a new photo. Click the button to remove the photo. If you mouse over the photo area, the buttons will become visible. Time and city Contact's time zone and current time, determined automatically, using data on the [Addresses] detail. Read more Contact name Last name, first name, middle name of the contact. Full job title Contact's job title, for example, “Direcor” or “Department manager”. Mobile Mobile phone number. The value is synchronized with the [Communication options] detail of the [General information] tab. Business phone Business phone number. The value is synchronized with the [Communication options] detail of the [General information] tab. Email Email address. The value is synchronized with the [Communication options] detail of the [General information] tab. Owner Name of the employee responsible for the contact. Type Contact type: customer, supplier, contact person or employee. Branch Name of the bank branch which provides services to the contact. 166 The [Contacts] section Service level Here you can specify which kind of customer the contact is, e.g., regular or VIP. Account profile Under the profile with main information about the contact, the profile of the contact’s account is located. It displays fields with name, type and owner of the account, website address, primary phone, category and industry of the company the contact works for. THE [GENERAL INFORMATION] TAB The tab contains date and place of birth, citizenship, home address, noteworthy events and connections to other contacts or accounts.. Title Honorific, for example, “Mr” or “Mrs”. Gender Contact gender. Birth date If you fill in this field, a "Birthday" noteworthy event will be automatically created for the contact. The value in this field is also used to calculate the contact's age, which is shown on the consultation panel during consultations with this contact. Birthplace Client's place of birth. Citizenship Select a country from the lookup. SSN Social security number. Customer type Type of customer, for example, “Bank client” or “Potential customer”. Identity documents This detail contains the list of the documents that a contact submits for identification. The [Attachments] detail contains scanned copies of the document. Communication options This detail contains the list of contact’s communication options, as well as the list of the banned ones. The detail fields are displayed when you select the corresponding commands in the [Add] menu. Business phone The phone numbers you can use to contact the contact. Communication option types are defined when a record is added, but can be changed. Mobile phone Home phone Skype Contact’s Skype account. Email Website and email addresses of the contact. Web bpm’online sales 167 User guide Facebook Contact’s social network profiles. A separate page is used to link a social network account to the contact Twitter Do not use email Checkboxes signify which communication options should not be used to contact a contact. For example, if a contact does not wish to receive Do not use phone emails, select the [Do not use email] checkbox. Do not use SMS Do not use mail Do not use fax NOTE The record list displays the last of the entered email addresses of the contact. – call to a contact. The button is displayed on the page if at least one field of the “Phone” type is filled in. – this button opens the search page in Facebook where you can select an account of a contact to add it as a communication option. If a Facebook account has already been added as a communication option, the button will be displayed in a blue color. When it is clicked, it will open the Facebook page of the contact. Addresses List of all addresses of the contact. Address type Type of address of the contact, for example, “Registration” “Business”. It is defined when a record is added, but can be changed. Address Street, building number and other details of the contact’s address. City Contact’s location. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, Country then when you fill in the [City] field, the [Country] field will be filled in automatically. Similarly, if you enter a province in the [State/province], the [Country] field will be filled in automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities which correspond to the selected country. You can associate a region with a certain country in the [States/provinces] lookup, and associate a city with a country – in the [Cities] lookup. ZIP Postal code of the contact’s address. NOTE The list displays the contact’s address that was added first. 168 The [Contacts] section Noteworthy events List of contact’s noteworthy events. Type Type of noteworthy event, such as “Birthday” or “Company day”. It is defined when a record is added, but can be changed. Date Date of the noteworthy event. Connected to Connections of the contact with other contacts and accounts. Contact Name of the contact for whom a connection is established. This is a non- editable field. is a/an Relationship type, for example, “Employee” or “Employer”. When you select a connection, the inverse connection type is automatically filled in the [Inverse relationship] detail. For a contact Name of the connected account or name of the connected contact. Actual The checkbox indicates whether the relationship is relevant at the present time. Notes Any additional information about the entities. THE [ADDITIONAL INFORMATION] TAB The tab contains the following information about the contact Education Highest level of education completed. Social status General social group that the contact belongs to, e.g., “Public servant”, “College student”, e.t.c. Consent to the Select this checkbox if a contact has given consent to process their processing of personal personal data. data Marital status The field block contains information about the family of the contact. Marital status Indicates whether the contact is currently married. Spouse Select a contact who is the spouse of the current contact. Number of family Total family size of the contact members Number of children Number of children bpm’online sales 169 User guide Additional This block contains the following information about a contact: Blacklisted Select this checkbox if the contact has been added to the bank's black list. Blacklisted on Date when the contact was added to the black list. This field is displayed on the page after selecting the [Blacklisted] checkbox. Reason Circumstances surrounding the blacklisting of the contact. The field is displayed on the page after selecting the [Blacklisted] checkbox. THE [CURRENT EMPLOYMENT] TAB The tab displays all information about contact's employment, including current job and the previous ones. Type of employment Indicates whether the employment of the contact is full time, part time or seasonal. Employer Select an account who is the employer of the contact. Job title Position held by the contact, for example, “Department manager”. Full job title Exact job title, such as “Sales department manager”. If you select a value in the [Job title] field, this field will be filled in with the selected value. Department Company's department where this contact works, for example “Sales” or “Marketing”. Role Contact’s influence in the decision making process, for example, ” , “” . The data on the [Current employment] tab is synchronized with the information on the [Job experience] detail. If you fill in the [Account] and when saving the page of the contact a message will appear prompting you to add a new record on the [Job experience] detail. When you click [Yes], a record with the new place of employment is automatically added on the [Job experience] detail. This information includes the company name and a day when the contact started working at the company. The [Primary] and [Current] checkboxes are also selected. When you change information in the fields of the [Current employment] tab that is associated with the [Job experience] detail (for example, information about the company, department and position of contact), a message will appear prompting you to add a new record on the [Job experience] detail or to update an existing record. When a new record is added in the [Job experience] detail, the [Primary] and [Current] checkboxes are selected for this record, and the [Started on] field is filled in with the current date. The [Current] checkbox will be cleared for the previous place of work and the [Worked till] field will be filled in with the current date. If you clear the [] field on the [Job experience] detail, the [Current] checkbox is automatically cleared for this place of work, and the [Worked till] field is filled in with the current date. 170 The [Contacts] section Job experience Information about all employers of the contact. Contact Current contact. This is a non-editable field. Contact’s employer Job title Position held by the contact, for example, “Department manager”. Full job title Exact job title, such as “Sales department manager”. Department Company department where the contact works. Type of employment Indicates whether the employment of the contact is full time, part time or seasonal. Role Contact's influence in the decision making process, for example, “Decision maker” or “Influencer”. Start Date when the employee was assigned to work in this position. Worked till Date when the contact left the job. Primary Checkbox indicates that this place of work is the principal one. Current Checkbox indicates the company where contact works at the present time. Reason for job change The reason why the employee decided to accept this position, for example, “Interesting work” or “Promotion”. Description Additional information about the contact's employment. NOTE The [Current employment] field group displays information about the place of work for which both the [Primary] and [Current] checkboxes are selected. The data on the [Job experience] detail is synchronized with the information in the [Current employment] field group. If either of the [Primary] and [Current] checkboxes is cleared for a record in the [Job experience] detail, the data about the place of work will be automatically cleared in the [Current employment] field group. When a record with the selected [Primary] and [Current] checkboxes is modified, the data in the [Current employment] field group is updated automatically. If you select the [Primary] and [Current] checkboxes for another record in the [Job experience] detail, a message will appear asking whether the contact is still working in the specified position. If you click the [Yes] button, the [Primary] checkbox for the previous place of work will be cleared. If you click the [No] button, the [Current] checkbox for the previous place of work will be cleared. THE [HISTORY] TAB The [History] tab displays records that are connected to the current contact. bpm’online sales 171 User guide Activities Tasks and meetings that are connected to the current contact. The detail displays information from the [Activities] section. To connect an activity to a contact, fill in the [Contact] field of an activity page. Calls The list of the subscriber's incoming and outgoing calls. This detail displays information from the [Calls] section. To connect an activity to a contact, fill in the [Contact] field of an activity page. You can play back a recorded call directly on the detail. Read more Documents This detail contains a list of documents connected to the selected contact. This detail displays information from the [Documents] section. To connect a document to a contact fill in the [Contact] page of the document. Financial accounts A list of bank accounts of the contact This detail displays information from the [Financial accounts] section. To connect a financial account to a contact, fill in the [Contact] field of the financial account page. Email Emails that are connected to the current contact. To connect an email to a contact, fill in the [Contact] field on the [General information] tab of the email page. Contracts A list of contracts concluded with the current contact. This detail displays information from the [Contracts] section. To connect a contract to a contact fill in the [Customer] field on the contract page. Cards List of credit/debit cards of the contact that displays information from the [Cards] section. To connect a card to a contact, fill in the [Customer] field of a document page. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information and related links to web resources. Read more Attachments Use this detail to store files and links. For example, on this detail you can add documents that reflect a contact's history or links to web resources. Notes The [Notes] detail is used to store additional text information. You can edit and organize notes and If you switch to another tab of the contact page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the current contact. 172 The [Contacts] section SEE ALSO • Integration with MS Exchange • Integration with Google services VIDEO TUTORIALS • Working with folders in bpm’online FINDING AND MERGING CONTACT DUPLICATES In bpm’online sales, you can search for duplicates and eliminate them. When creating new records, the system automatically checks for duplicates. You can also schedule a periodic duplicates search for accounta and contacts. Read more SEE ALSO • How to start a global duplicate search • How to search for duplicates when saving accountsaccountsorganizations and contactscontacts, and leads THE ACTIONS IN THE [CONTACTS] SECTION SHOW DUPLICATE CONTACTS The [Show duplicate contacts] action opens an additional page that contains all possible duplicates of contacts. After the duplicates search is completed, records are added on the page automatically. Read more SHOW ON MAP This action shows the location of selected contacts on a map. Launching the action opens a window that displays contacts selected in the list. If the address is not filled in for all selected contacts, the action will not be performed. If the address is not filled in for some contacts or filled in incorrectly, then the corresponding information will be shown in the opened window. NOTE You can select multiple contacts in the section using the [Select multiple records] action. UPDATE WITH SOCIAL NETWORKS DATA This option is for populating the contact's page with additional information from Facebook. Read more SYNCHRONIZE WITH GOOGLE CONTACTS This action is for synchronizing bpm’online sales with Google Contacts. Read more SET UP GOOGLE SYNCHRONIZATION This action is available in the actions menu of the [Contacts] section. It sets up the integration between the Google Contacts and bpm’online sales contacts. When you start this action, a setup window will open. Read more bpm’online sales 173 User guide SYNCHRONIZE WITH CONTACTS IN EXCHANGE The action is displayed in the actions menu if the Microsoft Exchange email provider is added to the system. The action is available if a MS Exchange account is set up in bpm’online sales. It is used for synchronizing bpm’online sales with MS Exchange. Read more ACTIONS WHEN SAVING A RECORD When you save a record, additional actions are available. Duplicates search when saving a record When you save a contact, a duplicates search page might open. It means that this record might be already registered in the system. You can edit the new record or indicate that the records found are not duplicates of the new record being saved. PRINT Contact’s dossier This displays the summarized information about the contact person. The table contains a list of communication options and addresses of the contact as well as the history of interaction with it. This print option is available on the contact's page in the [Print] menu. ANALYTICS IN THE [CONTACTS] SECTION The [Analytics] view contains summary data on the section: charts, metrics, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [CONTACT ANALYSIS] TAB Summary data about contacts. NOTE Filters set in the section will be applied to all dashboard components. REPORTS List of contact’s This table contains a list of contacts and their noteworthy events for the noteworthy events. selected period. It also includes their phone numbers and displays names of employees who are responsible for these contacts. Data sufficiency The list of fields on the contact page is given as a table. For each field the table contains the number of records where this field is filled in and the corresponding percentage. It also displays the number of entries that have no data in this field. SEE ALSO • Section analytics 174 The [Contacts] section • Analytics setup RECEIVING CONTACT INFORMATION FROM FACEBOOK • Connecting a contact to its Facebook page • How to enrich contact's page with Facebook information • FAQ on populating the contact page with Facebook information Integration with Facebook allows you to maintain information about contacts. Run the [Update with social networks data] action to receive additional information about a contact. To run the action, specify the Facebook account on the [Communication options] detail of the conatct page. SEE ALSO • Receiving account information from Facebook CONNECTING A CONTACT TO ITS FACEBOOK PAGE 1. On the contact page, expand the [Communication options] detail and click the button. NOTE You can only add a “Facebook“ type communication option on the contact page. NOTE If you have not used Facebook integration before, when you click the button, the Facebook authorization window will open. 2. The displayed Facebook search page will contain public pages and profile pages of the selected contact, if any. You can change the search criteria or enter the link to the contact's Facebook page. NOTE If the link to the contact's Facebook page does not have a numeric user ID, the profile will not be displayed in the search results. 3. Select a contact to add to the [Communication options] detail of the contact page (Fig. 137). Fig. 137 Selecting a contact's social network account bpm’online sales 175 User guide A new “Facebook“ type record will be added to the [Communication options] detail. If the contact does not have a photo, it will be imported from the Facebook page. NOTE If the selected contact has both a profile page and a public page, it is recommended to add the public page to the [Communication options] detail because the public page contains more information about contacts. SEE ALSO • How to enrich contact's page with Facebook information • FAQ on populating the contact page with Facebook information • Connecting an account to its Facebook page HOW TO ENRICH CONTACT'S PAGE WITH FACEBOOK INFORMATION Let's review an example of populating the contact page with information from the Facebook page of the contact. NOTE Populating the contact page with data from the Facebook public page is described in the “Populating the contact page with Facebook information“ article. 1. On the contact page, expand the [Communication option detail] and make sure the contact is connected to the correct Facebook account. 2. Select the [Update with social networks data] option from the [Actions] menu (Fig. 138). Fig. 138 Selecting the [Update with social networks data] action 3. On the displayed page, you can select a new contact photo and click the [Save] button. The contact photo will be updated. SEE ALSO • Populating an account page with Facebook information • Fields completed in bpm’online from a Facebook page • Configuration of bpm’online integration with Facebook (for “on-site” applications) • FAQ on populating the contact page with Facebook information FAQ ON POPULATING THE CONTACT PAGE WITH FACEBOOK INFORMATION • Why searching by user page address on Facebook returns no results? • Why aren’t some of the existing pages displayed among the results of the search by Facebook user name and last name? • Why does the [Update with social networks data] action result in different amount of fields updated for different contact records? 176 The [Contacts] section • Why does the field for entering Facebook address become inactive after a Facebook profile has been added? WHY SEARCHING BY USER PAGE ADDRESS ON FACEBOOK RETURNS NO RESULTS? In the Facebook social network, in addition to profile page, a user can have a public page. Facebook public pages are visible to everyone, regardless of whether a viewer is a registered Facebook user or Page fan. Due to changes in Facebook privacy policy, searching for a user profile by unique page name is unavailable for third-party applications. If the link to the contact's Facebook page does not have a numeric user ID, the profile will not be displayed in the search results. For example, search request “www.facebook.com/zuck” will return no results, while searching for “https://www.facebook.com/4” will return Mark Zuckerberg’s page. You can also search by user’s first and last names. Searching for public pages has not changed, they can be found using direct links of any type. WHY AREN’T SOME OF THE EXISTING PAGES DISPLAYED AMONG THE RESULTS OF THE SEARCH BY FACEBOOK USER NAME AND LAST NAME? Facebook search data is provided through the Facebook API. If a Facebook user restricted indexing of their page by search systems, this user’s data will not be found by bpm’online. To search for personal pages via third-party applications, a user must permit tho show their profile in search results (Fig. 139). Fig. 139 Facebook privacy settings page WHY DOES THE [UPDATE WITH SOCIAL NETWORKS DATA] ACTION RESULT IN DIFFERENT AMOUNT OF FIELDS UPDATED FOR DIFFERENT CONTACT RECORDS? Due to changes in Facebook privacy policies, third-party applications can obtain limited amount of information from personal user pages. If the selected contact has both a profile page and a public bpm’online sales 177 User guide page, it is recommended to add the public page to the [Communication options] detail because the public page contains more information about contacts. The list of bpm’online fields that can be filled in from a public Facebook page is available in a separate article. WHY DOES THE FIELD FOR ENTERING FACEBOOK ADDRESS BECOME INACTIVE AFTER A FACEBOOK PROFILE HAS BEEN ADDED? When adding a new Facebook profile link, the field becomes unavailable for editing because Facebook API generates an individual link for every contact. SEE ALSO • Connecting a contact to its Facebook page • How to enrich contact's page with Facebook information • Fields completed in bpm’online from a Facebook page PERCENTAGE OF PROFILE COMPLETION You can monitor the percentage of completed profile data for contacts and accounts and track process flow using convenient visual tools. You can configure how the percentage of complete data will be calculated according to your internal requirements. The system will ask you to fill in the missing data for account, contact or opportunity page. The system allows you to set up complete data analytics and view information grouped by owners. CONTENTS • Analyzing profile data • Complete data calculation settings ANALYZING PROFILE DATA The indicator on an account, contact or opportunity page displays the percentage of profile data complete (Fig. 140). The profile data complete indicator is located at the top left corner of a user page. Fig. 140 Indicator for contact profile completion NOTE Recalculation of the profile completeness indicator is performed when opening the contact page or account page and when saving or changing the recalculation rules in the lookup.. To update the percentage, for example, after importing data from Excel, run the [Update the profile data population] business process. The unsatisfactory data percentage is marked red on the indicator, the satisfactory data percentage is marked yellow and the complete data percentage is of green color. The indicator also shows the total percentage of data completeness. The indicator readings will depend on how many fields are filled in on a page. You can modify how each value item on a page will 178 The [Contacts] section contribute to the calculation of profile data complete. For example, you can set up the calculation so that filling in the "Role" field on a contact page will add 10% to the percentage of the profile completion. NOTE For more information about the data completion calculation settings, read the corresponding article. Click the indicator to view a hint about how many fields or details should be filled in to increase the percentage displayed. If there are several unfilled items, they will be displayed in the descending order of the percentage that they add to the indicator when filled in (Fig. 141). Fig. 141 Hints about completing a contact page profile SEE ALSO • Complete data calculation settings • Percentage of profile completion COMPLETE DATA CALCULATION SETTINGS Bpm'online allows you to customize the parameters used for the calculation of the profile data. You can set up the scale to be displayed on a contact, account or opportunity page. The data complete calculation can be customized for the [Contacts], [Accounts] and [Opportunities] sections. The customization process is similar for all these sections. To set up the data complete calculation for contacts or opportunities: 1. Open the [Lookups] section. To do this, open the system designer by clicking the button at the top right corner of the application. In the [System setup] block, click the [Lookups] link. NOTE You can set up access rights to this action using the [Access to “Lookups“ section] system operation. 2. Select the [Data entry compliance] lookup in the list and click the [Open content] button. 3. Select the section for which you want to configure the data complete calculation: [Contacts], [Accounts] or [Opportunities]. For example, let's configure the data complete calculation settings for contacts. To do this, select the [Contacts] record in the list and click [Open]. 4. On the opened page, you can set up the scale and the parameters of the indicator. bpm’online sales 179 User guide Indicator scale setup The incomplete data percentage is marked red on the indicator, the satisfactory data percentage is marked yellow and the complete data percentage is of green color (Fig. 142). To set up the profile data complete indicator, define the ranges of values to be regarded as incomplete, satisfactory and complete profile data. To do this: 1. Specify the upper limit of the range to be assigned to the incomplete profile data. This is the lowest possible value that is satisfactory. By default it is set to “50%”. 2. Specify the upper limit of the range for the satisfactory level of the profile data complete. This value will also serve as lower limit for the “complete” level. By default it is set to “80%”. Fig. 142 Profile data complete indicator NOTE The lower limit of the incomplete data range is non-editable and always equals "0%". Similarly, the upper limit of the complete data range is non-editable and always equals "100%". Indicator attributes setup You can set up the indicator attributes to define how different types of profile data entered impact the percentage of the profile data complete. For example, you can configure the settings so that entering information about an contact's company will add 15% to the percentage of the profile data complete. NOTE The [Attributes] detail of the [Data entry compliance] lookup uses an editable list which is described in a separate article. To set up the data complete attributes: 1. Go to the [Attributes] detail toolbar and click the button. NOTE The total percentage of the data complete attributes must equal 100%. You can add a new attribute only if the total percentage of the already added attributes is less than 100%. 2. Select the required attribute from the drop-down list. An attribute can be: a. A field value on a page. For example, contact role. NOTE Fields to be filled in with numeric type values are considered filled in if they contain any value except 0. b. Information on connected tabs. For example, calls connected to a contact. NOTE The [Activities] detail displays the connected "Task" type activities only. c. Values for different types of detail fields. [Addresses] and [Communication options] tabs of contacts and accounts have different types of values to be filled in their fields. Each address type (legal, postal etc.) and each communication option (mobile phone, email etc.) is considered a separate attribute. 180 The [Contacts] section 3. Specify the amount of percentage you want an attribute to add to the indicator of the profile data. For example, you can set up the calculation so that specifying a mobile phone number for a contact will add 25% to the percentage of the profile data complete. You can configure other attributes in the same manner. NOTE When you add a new attribute to the [Data population percentage] column, the maximum possible value is set by default. 4. When you finish the setup process, save the changes made to the [Data entry compliance] lookup. All indicators displaying the profile data completion will be updated automatically. SEE ALSO • Analyzing profile data • Percentage of profile completion bpm’online sales 181 User guide THE [EMPLOYEES] SECTION Use the [Employees] section to maintain information about the company employees. This section enables you to add and maintain personal data, probation periods, onboarding plans, up–to–date information on career movements etc. of employees. Click the [Add Employee] button to add a new record in the [Employees] section (the record is based on an existing contact in the [Contacts] section). The employee’s page will pull information such as personal data, contact and address information, significant events and career changes from their respective contact page. VIEWS The following views are available in the [Employees] section: • – employee list. Displays employee data as a list of records. • – employee analytics. Admission and dismissal dynamics, dismissal reason analytics and other indicators are available in this view. FILTERS Use the following functionality to group and search for records in this section: • Static and dynamic folders; • simple and advanced filters; • tags. By default, the list displays only current employees (the [Working] quick filter is applied). CONTENTS • Employee page Record profile The [Basic information] tab The [Career] tab The [User Account] tab The [Attachments and notes] tab The [Feed] tab SEE ALSO • Contact page EMPLOYEE PAGE Basic employee data is available on the left of the employee page (full name, communication options, title, date of birth, division). The employee’s manager information is also available in the profile area. The action panel, which contains activities created when working with an employee, is located at the top of the page. It also displays employee’s activities from their schedule. Using the action panel you can: • schedule a task ; • send an email to an employee; 182 The [Employees] section • create a post in the record feed ; • record call results . NOTE The data displayed on the action panel of the employee page is synchronized with the action panel of the respective contact page. For example, a task scheduled using the action panel on the employee page will also be available on the contact page. Tabs below the action panel display detailed information about the employee. RECORD PROFILE General employee information Photo Employee’s photo. Photos are pulled from the corresponding contact pages. Photos can only be changed on the contact page.. Contact name First and last name of the employee. Job title Employee's current position (e.g. “Director” or “Head of Department”). The field is populated with the [Employee jobs] lookup values. Full job title The field is populated automatically – it duplicates the title selected in the [Employee jobs] lookup. If necessary, the title may be edited. Company’s organizational unit where the employee works. The field is Organizational unit populated with the [Organization structure items] lookup values. At the same time, if the manager of the organizational unit is specified in the lookup, their data will be automatically displayed in the manager’s profile on the employee's page. Account The employer’s account name is specified in this field. You may only select the accounts with the “Our Company” type. If you update this field, the account field of the contact page will also be updated. Business phone Employee's business phone number. The field displays the [Communication options] detail value of the [Contact info] tab of the employee and contact pages. Email Employee's email address. The field displays the [Communication options] detail value of the [Contact info] tab of the employee and contact pages. Birth date Employee's birth date. The field displays the [Noteworthy events] detail value of the [Contact info] tab of the employee and contact pages. Gender Employee’s gender. The field displays the value of the [Contact info] tab of the contact page. This field can’t be edited on the employee page. Owner The bpm’online user who created this record in the [Employees] section and also maintains the information about this employee. The field is populated automatically once the record is created. bpm’online sales 183 User guide General information about the owner Photo Photo of the contact owner Photos are pulled from the corresponding contact pages. Owner photos can only be changed on the corresponding contact page. Contact name First and last name of the owner The Mobile phone The field group displays the data from the contact page. This field can not be edited on the employee page. Business phone NOTE if the owner of the organizational unit is indicated in the [Organization structure items] lookup, their data will be automatically displayed in the owner’s profile on the employee's page. THE [BASIC INFORMATION] TAB The [Basic information] tab contains general contact information about the employee (contact and address data, noteworthy events etc.). Communication options This detail contains the list of employee’s communication options, as well as the list of the restricted communication channels. The tab displays the [Communication options] detail values of the contact page. If you change the communication options on the employee page, the data on the contact page will also be updated. The detail fields are displayed when you select the corresponding commands in the [Add] menu. Business phone Phone numbers that can be used to contact the employee. Communication option types are defined when a record is added, but Mobile phone can be changed. Home phone Skype Skype account of the employee. Email Website and email addresses of the employee. Web Facebook Social network profiles of the employee. This field is populated by searching for the social network profile of the employee on a separate Twitter page. Do not use email Checkboxes indicate which communication options should not be used to contact the employee. For example, if a contact does not wish to Do not use phone receive SMS, select the [Do not use SMS] checkbox. Do not use SMS Do not use mail Do not use fax 184 The [Employees] section – call the employee. The button is displayed on the page if at least one field of the “Phone” type communication options is available – opens the Facebook search page where you can select an employee’s social network profile and add it as a communication option. If the employee’s account has already been added as a communication option, the button will be displayed in a blue color. When it is clicked, it will open the Facebook page of the account. Addresses List of employee addresses. The detail displays the [Addresses] detail value of the [Contact info] tab of the contact page. Address type Type of address of an employee, e.g. “Home” or “Work”. Defined when a record is added, but can be changed. Address Street, building number and other details of an mployee's address. City Employee location. The [State/province] and [City] fields are connected to the [Country] field. For example, if a city is located in a certain country, Country the [Country] field will be populated automatically when you fill in the [City] field. Similarly, if you enter a province in the [State/province], the [Country] field will be populated automatically. When you fill in the [Country] field, the [State/province] and [City] fields will display only those regions and cities which correspond to the selected country. You can associate a region with a certain country in the [States/provinces] lookup, and associate a city with a country – in the [Cities] lookup. ZIP Postal code of an employee. Noteworthy events List of employee’s noteworthy eventsThe field displays the [Noteworthy events] detail values of the contact page. THE [CAREER] TAB The tab displays all information about career changes of an employee, including current and previous positions and the place of work. When editing data on the [Career] tab of the employee's page, changes will also be displayed on the [Workplace] tab of the employee's contact page. General information The field group contains such information as employment and dismissal dates, probation period and the dismissal reasons of an employee. Start date The date the employee started working in your company. Probation ends The end of the probationary period. Reason for job change This field is populated with the [Reason for job change] lookup values. End date Date of dismissal. bpm’online sales 185 User guide Career in our company Employee’s career changes within the company. Account The employer account name is specified in this field. Organization structure Company’s organization structure unit where the employee works, for unit example “Sales” or “Marketing”. Job title Employee’s title, for example, “Department manager”. The field is populated with the [Job title] lookup values. Full job title Exact job title, such as “Sales department manager”. This field is automatically populated with the value that is selected in the [Job] field, but may be edited if necessary. Start date Date when the employee was assigned to work in this position. Due date Date when the employee left the job. Current Checkbox indicates the company where an employee works at the present time. The [Career in our company] detail data is synchronized with the general career information fields of the employee profile. For example, if you change the date in the [Start date] field of the [Career in our company] detail, the date in the [Start date] field of the [General infromation] field group also changes. When entering the end date, the [Current] checkbox the automatically removed from the previous job record. Let’s take a look at the process of transferring an employee to another department / unit within your company: 1. Select the record that indicates the current position of the employee on the [Career in our company] detail. 2. Go to the edit page of the record by clicking [Edit] in the action menu of the detail. Specify the end date for this position and save the changes. NOTE If you populated the [End date] and [Reason for job change] fields, the [Current] ckeckbox is automatically removed from the job record. 3. Add a new employee position by pressing the button and fill in all the necessary data (e.g. new position, start date, organizational unit, [Current] checkbox). As a result, the data in the [Basic Information] field group will also update. Job experience Information about all work places of an employee. The data specified on the [Career] detail of the linked contact page is displayed here. 186 The [Employees] section THE [USER ACCOUNT] TAB If an employee is a bpm’online user, their information and roles are be displayed on the [User Account] tab. Upon registering a new user account for an employee, all connected data will be displayed on displayed on the [User account] tab of the employee page automatically. The user login and the [Active] checkbox on the [User Information] detail are displayed for informational purposes and cannot be edited. The data on the [Organizational roles] and [Functional roles] details may be edited on the employee page. If edited, the data will be updated on the contact page as well. THE [ATTACHMENTS AND NOTES] TAB Detailed information about an employee, as well as attachments and links to web resources. Read more Attachments Used to store employee document copies. For example, you may add an employee's passport copy, employment contract, etc. to the detail. Notes The [Notes] detail is used to store additional text information about an employee. You can edit and organize notes on the detail. if you switch to another tab of the employee page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the employee record. SEE ALSO • Contact page • Users and roles management bpm’online sales 187 User guide THE [ACTIVITIES] SECTION Use the ACTIVITIES section of the bpm’online sales to optimize your work day management, create a schedule, plan activities for other employees, track interconnections between activities and other system sections, and keep records of completed tasks. VIEWS This section contains several views: • – displays activities as an electronic day planner. Read more • – displays activities as a list of records. All list columns are described below in the context of the activity page. • – activity analytics. It displays charts, indicators and ratings that can be used to analyze activities. Read more FILTERS There are several quick filters set in the section. • By date (the [Start] field of an activity page); • By responsible employee (data in the [Owner] field and the [Participants] detail of an activity page). CONTENTS • Calendar • Task page Common data The [Legal entity details] tab The [Participants] tab The [Attachments and notes] tab The [Feed] tab • Actions in the [Activities] section • Analytics in the [Activities] section SEE ALSO • IMAP/SMTP email integration • Integration with MS Exchange • Integration with Google services CALENDAR The calendar view (Fig. 143) displays activities as an electronic day planner. 188 The [Activities] section Fig. 143 The calendar view You can add, copy, delete, as well as open an activity for viewing or editing using the toolbar buttons. When you copy an activity, the list of its participants will be copied too. Activities in the calendar can be filtered in the same manner as records in the list. THE CALENDAR AREA The calendar area is divided into days. The date and day of the week are displayed in the heading of each day column. The title of the current day is highlighted. In the calendar area activities are displayed in the form of rectangular blocks whose height corresponds to the duration of activities. The current time is highlighted with an orange line. To scroll the calendar vertically, use the scrollbar at the right of the calendar or the [Up] and [Down] keys on your keyboard. THE CALENDAR SCALE A calendar cell can display time intervals from 5 to 60 minutes. You can modify the calendar scale by selecting the corresponding command from the [View] menu (Fig. 144). bpm’online sales 189 User guide Fig. 144 Changing the calendar scale The calendar scale influences the accuracy of how activities are displayed (a calendar cell is always fully occupied). For example, if the cell is set to the interval of “60 minutes“, the activity with 1 hour 20 minutes duration occupies 2 cells. In this case, the accurate duration of the activity is displayed (Fig. 145). Fig. 145 Activity start and due date in the calendar NOTE If the account is specified for an activity, its name will be displayed in the calendar before the activity subject. If the current calendar scale doesn't allow to display the accurate start and due time, you can see it on a mini-page that appears when you mouse over the activity subject. In addition to timing, the mini- page contains basic activity information (Fig. 146). 190 The [Activities] section Fig. 146 Activity mini-page in the calendar view NOTE Information displayed on a mini-page depends on which fields are filled-in on the activity page. For more information on mini-pages, please refer to the separate article about mini-pages. HOW TO ADD ACTIVITIES FROM THE CALENDAR VIEW You can add tasks to the section directly from the calendar. To do this: 1. Use the mouse to highlight the time period required to complete the activity (Fig. 147). Fig. 147 Highlighting a time period in the calendar view 2. Start typing the activity subject. A an activity mini-page will open already containing the added text (Fig. 148). bpm’online sales 191 User guide Fig. 148 Adding a task 3. Enter text, connect activity to other records and save your changes. As a result, a new task will be added to the system. HOW TO EDIT ACTIVITIES IN THE CALENDAR To edit an existing activity directly in the calendar view: 1. Click the subject of the needed record in the calendar area. Activity mini-page will open. 2. Click the button to switch the mini-page to edit mode, then make necessary changes and save the mini-page. You can also change activity duration without opening its mini-page. To do this, place the cursor at the activity time border, click the left mouse button and drag it to the desired time mark while holding down the left mouse button (Fig. 149). Fig. 149 Changing activity duration in the calendar view To move the activity to another date or time, drag it to the desired time in the calendar view. If some of the activities are scheduled for the same time, those activities will be displayed in the calendar view within the same time interval. 192 The [Activities] section LONG ACTIVITIES An activity is considered as “Long“ if it lasts more than 24 hours (for example, a business trip or a vacation). Such activities are displayed above the calendar (Fig. 150). Fig. 150 Display of long activities in the calendar view If the start or due date can not be specified within the time period that the calendar displays, it will display either the start date or the due date of the activity (Fig. 150). ACTIVITY COLORS IN CALENDAR VIEW Activities in the calendar view are highlighted with different colors depending on their status and due date. • Activities are highlighted red when their due time has already passed while those activity were not in the final state yet (overdue activities). • Blue is used to highlight activities that are not in the final state (not started or in progress) and have not passed their due time yet. • Grey is used to highlight activities that are in the final state (completed or canceled). TASK PAGE In bpm’online sales, a task can be: • added manually; • received through MS Exchange synchronization; • received through Google synchronization. ATTENTION! To synchronize with external resources, you need to perform initial setup. MS Exchange synchronization and Google synchronization are described in separate chapters. The task page consists of the field group that contains general data, and several tabs. COMMON DATA General information about activity Subject Goal of the activity, for example, “Prepare documents“ or “Presentation“. Start The date and time when the task should be started and finished. By default, the [Due] field value is 30 later than the [Start] field value. Use End the time zone icon ( ) when planning acivities for participants in different time zones. Read more bpm’online sales 193 User guide Duration (minutes) Length of the activity. The fields are not displayed on the activity page, but can be viewed in the list. Duration (hours, minutes) Status Status of the activity, for example, “In progress” or “Completed”. Owner User who is responsible for performing the activity. Author User who initiates the new activity. Priority Priority of the task, for example, “High” or “Medium”. Category Category of the activity, for example, “Meeting” or “Paper work”. Calendar Select this checkbox to make the activity visible in the calendar view. THE [LEGAL ENTITY DETAILS] TAB The tab contains general activity data, such as its result, connection of the activity to other system objects and reminders for owner or author. Result This detail specifies what has been accomplished after performing the activity. Result Result of the activity. The field becomes editable, when the status of the activity is changed to “Completed” or “Canceled”. For different categories of activities the appropriate options for the [Result] field are available. Result details Detailed information about completing the activity. The field becomes editable, when the status of the activity is changed to “Completed” or “Canceled”. Connected to Information about system records connected to the activity. Account Company or person that is connected to the activity. When a contact is selected. The [Account] field is filled in automatically with the contact Contact information. Document Document that is connected to the activity. Invoice Invoice that is connected to the activity. Order Order that is connected to the activity. Lead Potential customer the activity is created for. When you select the value, the [Account] and [Contact] fields will be automatically filled in with values from the lead page. 194 The [Activities] section Reminders This detail is used for creating reminders for the activity. Remind owner Used for reminding the owner and/or author about an activity at a specified time. Information about new reminders will be displayed on the Remind author owner's and/or author's communication panel. Remind on Date on which the owner or author of the activity will receive reminder. THE [PARTICIPANTS] TAB The tab contains the list of the contacts who participate in the task/call. By default, when a participant is added to the detail from the contact list, the detail will display the information from the [Job title] and [Business phone] fields of the contact page. Also, the activity will appear among the activities of all users specified in the detail. NOTE The contact specified in the [Owner] or [Contact] field will be added to the [Participants] detail automatically. When you copy an activity, the list of its participants will be copied too. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about the current task and attachments and links to the web resources related to the activity. Read more Attachments Use this detail to store files and links related to the activity. For example, on this detail you can add documents or useful links related to the activity. Notes The detail is used to store additional text information about the activity. You can edit and organize notes on this detail. If you switch to another tab of the activity page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages from the [Feed] section that are connected to the activity. SEE ALSO • Integration with MS Exchange • Integration with Google services ACTIONS IN THE [ACTIVITIES] SECTION SYNCHRONIZE WITH GOOGLE CALENDAR Launches the synchronization between Google calendar and bpm’online sales tasks. The action is available in the actions menu of the [Activities] section. Read more bpm’online sales 195 User guide SET UP GOOGLE SYNCHRONIZATION Launches the synchronization setup between Google calendar and bpm’online sales tasks. The action is available in the actions menu of the [Activities] section. Read more SYNCHRONIZE WITH TASKS AND MEETINGS IN EXCHANGE This action is displayed in the actions menu if the Microsoft Exchange email provider is added to the system. The action is available if a MS Exchange account is set up in bpm’online sales. It is used for synchronizing the bpm’online sales activities with tasks and meetings in MS Exchange. Read more ANALYTICS IN THE [ACTIVITIES] SECTION The [ANALYTICS] view contains summary data on the section: charts, metrics, ratings and reports. NOTE More information about working with analytics and the analytics setup can be found in the corresponding chapters. THE [ACTIVITY ANALYTICS] TAB Analytics on the activities. NOTE Filters set in this section are applied to all dashboard components. Particularly, filters by date and responsible employee. REPORTS SEE ALSO • Section analytics • Analytics setup 196 The [Orders] section THE [ORDERS] SECTION The section contains the list of your company’s orders. Short sales are most commonly used in areas such as online shopping, where an operator simply registers an order and issues an invoice. When working with long sales to large customers, it is very likely that the initial list of purchased products or services may be changed in the process of negotiating the deal. Each order contains a list of products and an installment plan. Orders enable you to create installment plans using predefined templates. You can also issue invoices and monitor the payment status of your orders. Use the actions in the [Orders] section to send orders for approval. The order analytics enable you to analyze the fulfillment of orders, sales manager efficiency, and other key indicators You can customize the analytics to display additional charts and diagrams. CONTENTS • Order page Common data The [Order details] tab The [Leads] tab The [Approvals] tab The [History] tab The [Attachments and notes] tab The [Feed] tab • The order product page • Product selection page • Document approval process • Actions in the [Orders] section • Analytics in the [Orders] section • How to add an installment plan based on a template • • Orders FAQ ORDER PAGE The order page consists of the field group containing general data, and several tabs. COMMON DATA General information about the order. Order number Number of order. The system automatically generates numbers in accordance with a specified pattern. This is a non-editable field. Use the “Order number mask” system setting to customize automatic numbering of orders. Date Order registration date. bpm’online sales 197 User guide Owner The name of the employee responsible for working with the order and controlling the order payments. Customer Company or person that the order is generated for. Planned end date Planned date of order completion. Actual end date Actual date of order completion. Fills in automatically with current date upon changing order status to “Complete”. Total Total cost of all products in the order, displayed in the order currency. This is a non-editable field. The value is calculated automatically based on the cost of all products added on the [Products] detail. Total, base currency Total order amount in the base currency. This field is non-editable. Its value is calculated based on the exchange rate specified in the order. Payment amount The amount to be paid within the order. The value is specified in the order currency. Payment amount, base The amount to be paid within the order. The value is specified in the currency base currency. This field is non-editable. Its value is calculated based on the exchange rate specified in the order. Status Current status of order, for example, “Planned” or “In process”. Payment status Order payment status, for example, “Unpaid” or “Paid”. Delivery status Delivery status of ordered products. For example, “Planned” or “Delivered”. THE [ORDER DETAILS] TAB Currency Currency used for the order. By default, this field is filled in with the base currency. Use the “Base currency” system setting to select a base currency. Exchange rate The exchange rate of the selected currency in relation to the base currency. The field is automatically filled in based on data in the [Currencies] lookup. If necessary, you can enter a different exchange rate. If the currency for the invoice is the base currency, then the value in this field will be equal to one. Order channel Order source, for example, “Shopping cart”, “Mobile app”. Products This detail contains the list of goods and services included in the order. Here you can save information about the quantity of each product, their price and discount. The detail functionality is identical for the [Orders] and [Invoices] sections. Order product page is used to edit records on the detail. 198 The [Orders] section In addition to standard commands, the detail toolbar contains the [Select products] button. When you click the button, the special product selection page will be opened. The page is used to quickly find the required items and add them to the order. Installment plan This detail displays the delivery and payment chronology of the order. It defines the amount and the actual end date of any given entry of the installment plan. During the order processing stage, you can form an installment plan, for example, your arrangements regarding the delivery of goods, their payment and the delivery schedule according to the payment schedule. As the order moves forward, you can set the actual dates and amounts. You can plan deliveries and payments on the actual dates or calculate the deferment from the date of the previous entry (payment or delivery). If you change the timeframe of an existing entry, all timeframes of the subordinate entries will be recalculated automatically. At the same time, the system will help to calculate the expected amount within the entry as a remained balance of the total amount of payments and deliveries within the order. You can fill in the installment plan either manually or based on the previously added template. Read more Name Entry name, for example, “Prepaid” or “Full delivery”. Installment type Installment plan entry type, for example, “Delivery” or “Payment”. Due date Expected date of delivery or payment. It is calculated automatically depending on the previous entry date and the number of deferment days, if deferment type ”Defer from due date” or ”Defer from actual date” is selected. Percentage, % Expected delivery or payment amount in quantitative and percentage terms. Expected amount The values of the [Expected amount] and [Percentage, %] fields are interconnected. If you change a value in one of the two fields, the value in the other one will be changed accordingly. When you select an installment plan entry type, these fields will automatically display the amount and percentage of the remaining balance for payments and deliveries within the order. For example, when you specify the first payment within the order, the [Percentage, %] field will display “100%“, and the [Expected amount] field will display the value of the [Total, base currency] field of the order page. If a prepaid amount of 25% from the total order amount was added on the detail, then the system will automatically set 75% value in the [Percentage, %] field and will display the corresponding amount in the [Expected amount] field. The similar way can be used to calculate deliveries. bpm’online sales 199 User guide Deferment type Specify the deferment type which will be used to calculate the expected date of obligation. The “Fixed date“ value is used for the first record on the detail. The “Defer from actual date“ and “Defer from due date“ values are used to calculate the date deferred from the due or actual date of the previous obligation. When these values are selected, the [Previous entry] field becomes required. If the deferment type is “Defer from actual date“, but the actual date is not specified for the previous entry, then the deferment will be calculated from the due date of the previous entry. Previous entry Previous payment or delivery, whose date will be used to calculate the due date of the current payment or delivery. This field becomes required if the “Defer from due date“ or “Defer from actual date“ values are set in the [Deferment type] field. Deferment (days) Specify the number of days to calculate the obligation due date, starting from the date of the previous entry. Actual date Actual date of completed obligation. This field will be automatically filled in with the current date value when the entry status changes to “Completed“. Status Current status of the entry: “Completed” or “Uncompleted” The field is filled in automatically with the “Completed” value when the actual date is set. Actual amount Actual amount of the payment or delivery. Toolbar The INSTALLMENT PLAN detail toolbar contains additional buttons. [Fill in as per template] – use this action to fill in the detail with the data about payments and deliveries based on the previously added template, for example, “50% prepayment” or “Two deliveries with 80% prepayment”. Read more SEE ALSO • The order product page • Product selection page THE [LEADS] TAB The [Leads] tab contains a list of needs (leads) connected to the selected order. It displays information from the [Leads] section. To connect a lead to an order, fill in the [Order] field on the [History] tab of the lead page. THE [APPROVALS] TAB The [Approvals] tab is designed to keep record of the electronic approvals of the orders. The tab functionality is identical for the [Orders] and [Invoices] sections. Read more 200 The [Orders] section THE [HISTORY] TAB The [History] tab contains system records connected to the order. Activities Tasks that are connected to the order. This detail displays information from the [Activities] section. To connect an activity to an order, fill in the [Order] field of the activity page. Documents Documents connected to the order, for example, minutes and regulations. It displays information from the [Documents] section. To connect a document to an order, fill in the [Order] field of a document page. Accounts Invoices connected to the order. This detail displays information from the [Accounts] section. To connect an invoice to an order, fill in the [Order] field of the invoice page. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about the order, as well as attachments and links to the web resources related to the order. Read more Attachments Use this detail to store files and links related to the order. For example, on this detail you can add documents that reflect the customer relations history regarding the order, or some useful links. Notes The [Notes] detail is used to store additional text information about the order, for example, customer's comments on the order. You can edit and organize notes on the detail. If you switch to another tab of the order page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages connected to the current order. THE ORDER PRODUCT PAGE The order product page is used to edit records on the [Products] detail of the [Orders] and [Invoices] sections. Order/Invoice Section record number for which the product was added. This is a non- editable field. Product The name of the product that was added to the record. Unit of measure Measuring unit for product quantity. When you select a product from the lookup, the field is filled in with base unit specified on the [Base price] detail of the product page. You can select another unit for this field, if it was added on the [Units] detail of the product page earlier. Quantity Number of product units in the order. bpm’online sales 201 User guide Price list Price list that specifies product price. The base price list is selected by default. Use the “Base price list” system setting to specify the base price list. Price Price per product unit. This is a non-editable field. When you select a product from the lookup, the field is filled in with the price from the base price list specified on the product page. The price is converted to be displayed in the currency of the order. If you change the value in the [Price list] field, the product price will be updated automatically. Amount The total cost of the selected quantity of products. The field is non- editable. Its value is calculated automatically based on the price per one unit and the quantity of products. Discount, % The percentage and amount of discount given on the product. The values in these fields are interrelated, therefore, when you change the Discount amount value in one of the fields, the value in the other field will be automatically recalculated. If you change the price and/or quantity of the product, the value in the [Discount amount] field will be automatically recalculated as well. You can also use these fields to enter markups. To do this, enter a negative value as in the [Discount,%] or [Discount amount] field. Tax Tax type. For example, “VAT“. By default, this field is filled in with the tax value from the product page. Taxes, % The percentage of the selected tax. The information in this field is non- editable and is filled in based on the [Taxes] lookup. Tax amount This is a non-editable field. The value is calculated based on the percentage of tax and total cost of the product. Total The total cost of products including any applied discount. By default, it is assumed that product price includes taxes. If necessary, you can disable this option by changing the “Price includes taxes” system setting. In this case, the tax will be on top of the product price. Specifics of product cost calculation in an order. The cost of product in an order depends on the order currency and the currency in which base price of the product is specified in the [Products] section. Thus, if the currency of a product's initial price is the same as the order currency, the order product price will be equal to base price of the product. If the currencies are different, the product base price will be converted to order currency using the exchange rate specified in the order. The conversion is first done from the currency of the product's base price to base currency, and then - from base currency to the order currency. If document currency is changed, product prices will be recalculated PRODUCT SELECTION PAGE The product selection page (Fig. 151) is used to quickly add products to an order or invoice. This is especially useful when working with the extensive product catalogs. 202 The [Orders] section Fig. 151 Product selection page The product selection page is available on the [Products] detail in the [Invoices] and [Orders] sections. It can be opened by clicking the [Select products] button. The search string at the top of the page helps find a product by name or code. It also displays summary information about the quantity of the selected items and their total cost. PAGE VIEWS The product selection page is available in two views: • – the product list. Contains full list of offered products. Products catalog contains products grouped by categories, types and other parameters. • – the cart. The cart displays the list of products selected for the order. NOTE Product selection page does not display products, for which the [Inactive] checkbox is selected. PRODUCTS LIST The PRODUCTS LIST view displays information contained in the [Products] section. It also contains product catalog and other folders. Code Product code. It displays the [Code] field value of a product page. This is a non-editable field. Opportunity name The product name. It displays the [Code] field value of a product page. This is a non-editable field. Price Product base price recalculated in the order currency. It displays the [Price] field value of the [Base price] detail of a product page. The correct currency symbol is shown to the right of the column title. This is a non- editable field. Warehouse Number of products available in stock. Shows total amount calculated by the [On hand] column on the [Stock in warehouse] detail on the [Prices and availability] tab of the product page. This is a non-editable field. bpm’online sales 203 User guide Quantity Quantity of the product added in the order. You can select a product by specifying required quantity value in this field and pressing [Enter]. Delete the entered value to cancel your selection. If a product is already selected for the order, the icon will be displayed to the right of the field. Clicking this icon returns information on the product quantity for your order. You can change the selected amount for the previously selected products. Unit of measure Product measuring unit. By default, it shows the base unit specified on the [Base price] detail of the product page. You can select another unit for this field, if it was added on the [Units] detail of the product page earlier. In this case, total amount of the selected products will be recalculated. CART The CART displays the list of products selected for the order. Use the cart to check the list of products you have selected, and change it as necessary. Columns in the CART view correspond to the columns in the product list. You can also search products by name or code. The search result will show you the total quantity of products and the amount of the selected items. Changing the quantity of a product in the list automatically adds the product to the cart. Also, you can change the quantity and unit of measure for each product in the cart. To remove a product from the cart, specify zero quantity or clear the field. If you click the [Save] button, the product selection page will be closed and the selected product items will be added on the PRODUCTS detail of the order. Click the [Cancel] button to close the page without saving your changes. SEE ALSO • The product page • Product catalog DOCUMENT APPROVAL PROCESS If you need to agree and approve an order, for example, to approve the amount by the manager, use the system approvals. The approval can be set (approved or rejected) by one or more of your company's employees, for example, by a department manager or a CEO. The approval feature is available in the [Invoices], and [Orders] sections. The approval process encompasses the [Send for approval] action, the [Approvals] tab on the order page and the communication panel. 204 The [Orders] section SENDING FOR APPROVAL You can start the approval process by running the [Send for approval] action on the order page. This action opens the approval parameters input page Approver Specify a department or an employee that will receive the order for approval. The lookup field contains the list of roles, that is names of users and user groups. If you select a user group, all its users will be authorized to approve the order. Approval objective Enter the objective for the approval, for example, “Order amount”. Delegation permitted Select the checkbox to allow to delegate the right to approve the order to another employee. Once the order is submitted for approval, it will become unavailable for editing to all users who previously had this permission. Then, if a valid approval is obtained from the approver, the approval process will end with corresponding result. If a previously rejected approval is found, then the approval status will become [Canceled]. In this case, and also if the previous results of approvals are not found, the user who was assigned as approver will receive a notification that the order needs approving. APPROVAL MANAGEMENT TOOLS Approving orders or delegating the approval to a different user can be done in the communication panel or in the [Approvals] tab. The [Actions] menu features additional commands to manage approvals. [Show all approvals]/[Show active approvals] – displays all approvals added on the detail for the order, or only those for which the [Canceled] checkbox is not selected. By default, it displays active approvals only. [Approve] – sets the approval with a positive result for the order. Select this action to open an additional window that will be used to enter comments for the approval. After confirmation, the approval status will be changed to “Positive”. [Reject] – sets the approval with a negative result for the order. Select this action to open an additional window that will be used to enter comments for the approval. After confirmation, the approval status will be changed to “Negative”. [Change approver] – changes the employee assigned as approver for the order. The action is available for users that have the right to approve documents if the [Delegation permitted] checkbox is selected for the approval and the [Delegated from] is not filled in. This action opens a list of users and user groups that comprise the organizational structure of your company. The user selected in this list will be specified in the [Approver] field, and the current user will be specified in the [Delegated from] field. [Delete] – deletes the selected approval. Requires administrator privileges. An approval can only be deleted after being approved/rejected by the approver or if it is canceled. The [Approve], [Reject], and [Change approver] commands can be used for approvals in the “To set” status that have the [Canceled] checkbox cleared. APPROVAL RESULT NOTIFICATION Once the approval is accepted by the approver, the order owner will receive an email. If a negative approval is set, the owner will be emailed that the order is open for editing again, due to its rejection. bpm’online sales 205 User guide By changing the value of the “Send email message if approval is required” system setting, you can enable or disable this feature. APPROVAL INFORMATION VIEW The [Approvals] tab of an order page contains information about the approvals created and processed. Detailed information about an individual approval can be found on the approval page that can be opened with the [View] command in the [Approvals] menu. The approval page is non-editable. Approver A department or an employee that is specified as approver for the order. The field is filled in once the approval is created. If a group of users is specified, then all users in this group are authorized to approve the order. Status Approval result, for example, “Positive”. When a new record is created, it has the “To set” status. Set on Document approval date and time. Set by Name of employee who approved the order. Delegation permitted Positive value indicates that the approval forwarding is permitted. Delegated from Name of the employee that forwarded the order approval. This field is filled in as a result of assigning a new approver. For example, initially, a sales department manager is specified in the [Approver] field. If the approval is later delegated to the finance department, the [Delegated from] field will be filled in with the name of the sales department manager. Canceled The checkbox indicates that this approval is not active. This checkbox is selected during the approving process. For example, if a negative approval of the same approver is found when sending for approving, then this approval will be automatically canceled. Approval objective Purpose of the approval. The field is filled in once the approval is created. Notes Additional comment about the approval result, for example, order remarks. The field is filled in once the approval is set or rejected. ACTIONS IN THE [ORDERS] SECTION The [Requests] section features additional actions on top of the standard ones. SEND FOR APPROVAL The [Send for approval] action launches the approval process. The action opens an additional page, where you can select an employee that the document is sent to, and set other approval parameters. The action is available on the order page. The approval procedure is identical for the [Invoices], and [Orders] sections. Read more 206 The [Orders] section ANALYTICS IN THE [ORDERS] SECTION The [ANALYTICS] view contains summary data on the section: charts, metrics, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [ORDER ANALYTICS] TAB The [Order analytics] tab displays the summary of information about orders. NOTE Filters set in this section are applied to all dashboard components. Paid orders amount Calculated indicator displaying the total amount of payments for orders (based on the [Payment amount, base currency] field). Average order amount Calculated indicator displaying average amount of the order (based on the [Total, base currency] field). Only orders with the “Completed“ status are used for calculation. Unpaid orders amount Calculated indicator displaying expected amount of payments for orders (based on the [Total, base currency] field). Only orders with the “Unpaid“ and “Partially paid“ status are used for calculation. Order payment Diagram displaying dynamics of order payments. The amount of paid dynamics orders is displayed by month the orders were completed. Only orders with the “Completed“ status are used for calculation. The data is displayed in chronological order. Orders by channel Diagram displaying the number of orders by each order channel. Orders with the “Canceled“ status are not considered. Completed orders by Diagram displaying the number of completed orders by owner. The data owner is sorted in alphabetical order. THE [ORDERS PIPELINE] TAB The [Sales pipeline] tab shows how orders are grouped by status. NOTE Filters set in this section are applied to all dashboard components. Orders pipeline Diagram displaying how the number of orders is grouped by status. Orders with the “Completed“ or “Canceled“ status are not considered. Order amount in Calculated indicator displaying the total amount of orders in the pipeline. pipeline Number of orders in Calculated indicator displaying the total number of orders in the pipeline pipeline. bpm’online sales 207 User guide THE [SALES REP EFFICIENCY] TAB The [Sales rep efficiency] tab displays information used to analyze the efficiency of sales representatives. NOTE Filters set in this section are applied to all dashboard components. Payments per sales rep Diagram displaying how payment amounts are grouped by owner. Only orders with the “Completed“ status are used for calculation of the payment amounts. The data is sorted in alphabetical order. Number of active The diagram shows how the active orders are grouped by owner. Orders orders by owner with the “Completed“ or “Canceled“ status are not considered. The data is sorted in alphabetical order. Number of calls per Diagram displaying how the completed calls connected to orders are owner grouped by owner. The data is sorted in alphabetical order. If the filter by owner is set in the section, the chart will display all calls made within orders of the selected user regardless of who is responsible for the call. SEE ALSO • Section analytics • Analytics setup HOW TO ADD AN INSTALLMENT PLAN BASED ON A TEMPLATE The INSTALLMENT PLAN detail of the order page is used in bpm'online sales to store the delivery and payment information of the order. You can store information about the amount, actual end date and deferment period for each step of the payment and delivery schedule arrangements. You can fill in the installment plan either automatically or based on the previously added template. For example, if your company uses a product delivery scheme of 50% prepayment from the products cost in the order, you can set the corresponding template of the installment plan and use it on the order page. CONTENTS • How to set a template for the installment plan • How to use the installment plan template on the order page • How to distribute the products by the installment plan steps • How to add an invoice based on the installment plan step HOW TO SET A TEMPLATE FOR THE INSTALLMENT PLAN Use the [Installment plan templates] lookup to set the installment plan template. The following three steps are required to complete the order: 50% prepayment from the products cost in the order, full delivery with five days deferment period, payment of the rest 50% in the next day after the delivery. 1. Open the [Lookups] section. To do this, open the system designer by clicking the button at the top right corner of the application. In the [System setup] block, click the [Lookups] link. 208 The [Orders] section NOTE You can set up access rights to this action using the [Access to “Lookups“ section] system operation. 2. Select the [Installment plan templates] lookup and click the [Open content] button. 3. On the opened page, click the [Add] button. 4. Specify the caption of the new template, for example, “50% prepayment”. 5. Click the [Add] button of the [Installment plan template steps] detail. NOTE The editable list is used on the [Installment plan template steps] detail. Read more about it in a separate article. 6. Specify the parameters of the first step: a. Specify the “Payment“ step type. b. Specify the step caption, for example, “Prepaid“. c. Select the “Fixed date“ deferment type. d. Specify the payment of 50% from the total cost. e. Save the changes by clicking the button. NOTE How to use the installment plan fields and schedule the logic of these fields is described separately in terms of the [Installment plan] detail. 7. Add the second “Full delivery“ step and specify its parameters. 8. Add the third “Full payment“ step and specify its parameters. As a result of setting up the “50% prepayment” template, the [Installment plan template steps] detail will be shown as in Fig. 152. Fig. 152 Example of the installment plan setup for the "50% prepayment" scheme You can setup several installment plan templates according to the working process of your company. For example, create a template for the 100% prepayment scheme with monthly payments during the year that can be implemented in several steps. SEE ALSO • How to add an installment plan based on a template • How to use the installment plan template on the order page • How to distribute the products by the installment plan steps • How to add an invoice based on the installment plan step bpm’online sales 209 User guide HOW TO USE THE INSTALLMENT PLAN TEMPLATE ON THE ORDER PAGE You can fill in the [Installment plan] detail of the order page automatically based on the previously added template. There is a possibility to use a certain template by default or select one from the pre- set templates. NOTE The installment plan template setup is described in a separate article. NOTE It is recommended to fill in the installment plan for the orders with the formed list of products and services on the [Products] detail. HOW TO USE A DEFAULT TEMPLATE To form the installment plan on the order page using a default template: 1. Open the [System settings] section. Open the system designer and click the [System settings] link in the [System setup] block. 2. Open the page of the [Default installment plan template] system setting. 3. In the [Default value] field, select one of the previously configured templates that will be used on the order page by default. As as result, while adding a new order and saving the order page, the [Installment plan] detail will be automatically filled in according to the default template. HOW TO SELECT THE REQUIRED TEMPLATE To add the installment plan on the order page by default: 1. Go to the [Orders] section and open the required record. 2. On the [Installment plan] detail, click the [Fill in as per template] button and select the required installment plan template from the list of those templates set previously, for example, "50% prepayment" (Fig. 153). Fig. 153 Selecting the template for the installment plan auto-fill As a result, the [Installment plan] detail will be filled in automatically according to the selected template. HOW TO CHANGE THE TEMPLATE To change the installment plan template, select the required template from the list of the available templates in the [Fill in as per template] button menu. As a result, the installment plan will be formed according to the new template on the [Installment plan] detail. 210 The [Orders] section Automatic calculations Upon filling in the [Installment plan] detail of the order page using the template, the following automatic calculations are performed: • The planned end date for each step is calculated against the current date with the number of deferment days specified in the template; • If the [Products] detail has already been filled in previously on the order page, then the expected amount will be distributed by the steps according to the share and the total cost of the products specified in the template (Fig. 154). Fig. 154 Example of filling in the [Installment plan] detail using the template If needed, you can edit the detail manually, in this case the values of the connected fields will be recalculated automatically. For example, upon changing the number of deferment days, the recalculation of the due date will take place and if you edit the percentage share of the payment or delivery, the expected amount will be redistributed (Fig. 155). NOTE How to use the installment plan fields and schedule the logic of these fields is described separately in terms of the [Installment plan] detail. Fig. 155 Example of rescheduling values on the [Installment plan] detail SEE ALSO • How to add an installment plan based on a template • How to set a template for the installment plan • How to distribute the products by the installment plan steps • How to add an invoice based on the installment plan step bpm’online sales 211 User guide HOW TO DISTRIBUTE THE PRODUCTS BY THE INSTALLMENT PLAN STEPS The product distribution for the last step of the installment plan is automated in bpm’online sales. Also, you can quickly add products to the installment plan step manually directly from the [Installment plan] detail list. AUTOMATIC DISTRIBUTION OF PRODUCTS Upon filling in the installment plan using the template, you can automatically distribute the products by the steps which are specified on the [Products] detail of the order page in bpm’online sales. The products are added automatically to the installment plan step in two cases: • If the step of this type is the only one. For example, 100% prepayment. In this case, all products added to the order will be included to this step. • If the step of this type is the only one for which the products are not added. For example, if the delivery takes place during two iterations and you have added the required products manually for the first step of the delivery, the rest of the products will be distributed automatically for the second step. PRODUCTS DISTRIBUTION MANUALLY To add products to the installment plan manually: 1. Go to the [Orders] section and open the required record. 2. Fill in the [Installment plan] detail on the order page. NOTE You can fill in the [Installment plan] detail automatically using the pre-set template. Setting up the template and its usage in the order is described in separate articles. ATTENTION To distribute the products by the installment plan steps, it is required that the list of the delivered products and services to be added on the [Products] detail of the order page. 3. To add products to the list of paid and delivered products at this step, click the [Add] link that will be displayed in the [Products] column (Fig. 156). Fig. 156 Adding products to the installment plan step 4. As a result, an additional window to distribute the products will be opened (Fig. 157). Specify the required products and their quantity. NOTE The editable list is used in the distribution window. Read more about it in a separate article. 212 The [Orders] section Fig. 157 Product distribution window Products distribution window Product Name of the product or service. The products that were added on the [Products] detail of the order page are available in the list. This is a non- editable field. Quantity Product quantity to be delivered or paid at this step. Available The maximum number of products that can be added at this step. This field is calculated automatically and is non-editable. The field value is based on the total number of the product items that are specified on the [Products] detail of the order page. If a certain number of products has been distributed at the previous steps of the installment plan, this value is subtracted from the total number of products in the order and the result is displayed in the [Available] column. The number of products at the step can not exceed the total number of products available. Amount The total cost of the selected quantity of product. The field is non- editable. Its value is calculated automatically based on the price per one unit and the quantity of products. SEE ALSO • How to add an installment plan based on a template • How to set a template for the installment plan • How to use the installment plan template on the order page • How to add an invoice based on the installment plan step HOW TO ADD AN INVOICE BASED ON THE INSTALLMENT PLAN STEP Add an invoice automatically based on any step of the installment plan with the “Payment“ type in bpm’online sales. To do this: 1. Go to the [Orders] section and open the required record. 2. Fill in the [Installment plan] detail on the order page. bpm’online sales 213 User guide NOTE You can fill in the [Installment plan] detail automatically using the pre-set template. Setting up the template and its usage in the order is described in separate articles. NOTE It is recommended to fill in the installment plan for the orders with the formed list of products and services on the [Products] detail. 3. The [Create] link will be displayed in the [Invoice] column directly in the detail list for the step with the “Payment“ type (Fig. 158). Click this link to add an invoice based on the data of the installment plan step. As a result, the page of the added invoice will open. Fig. 158 Adding an invoice If an invoice has already been added for the installment plan step, a link with the invoice number will be displayed in the detail list. By clicking this link, you can switch to the invoice page (Fig. 159). Fig. 159 Opening the invoice page Invoice page auto-fill An invoice page that was added based on the data from the installment plan step is filled in with the following data from the order page: 1. If the products were added to the installment plan step, the [Products] detail of the invoice page will be filled in automatically with the corresponding records. 2. The values in the [Amount] and [Amount, base currency] can be calculated in two ways: • If the products were not added at the corresponding step, the [Amount] and [Amount, base currency] fields of the invoice page are filled in with the corresponding values from the [Expected amount] and [Expected amount, base currency] of the page from the installment plan step. 214 The [Orders] section • If the products were not added at the corresponding step, the [Amount] and [Amount, base currency] fields of the invoice page are calculated as the total cost of the selected products. 3. The [Contact], [Account], [Owner] fields are filled in with the values from the corresponding fields from the order page. 4. The number of the connected order is displayed in the [Order] field. Also, the invoice number is generated automatically on the contract page according to the pre- configured mask. The [Start date] field is filled in with the current date and the [Supplier] field is filled in with the "Our company" account type. SEE ALSO • How to add an installment plan based on a template • How to set a template for the installment plan • How to use the installment plan template on the order page • How to distribute the products by the installment plan steps ORDERS FAQ • Why is the price incorrect during product selection? • Why is the tax amount calculated incorrectly when a product is added to an order? WHY IS THE PRICE INCORRECT DURING PRODUCT SELECTION? The product price in an order, and invoices issued based on that order, may be displayed incorrectly if the [Products] detail page has incorrect or no values in the following fields: [Unit of measure], [Tax], [Currency], [Price]. Check if all the mentioned fields are filled in correctly for all records on the [Products] detail on the order page. To ensure that price is updated in the order, select the proper price list on the [Products] detail once again and save the record. WHY IS THE TAX AMOUNT CALCULATED INCORRECTLY WHEN A PRODUCT IS ADDED TO AN ORDER? By default, tax amount is included in the the product price that you enter in bpm’online. To change this logic, disable the [Default value] checkbox in the [Price includes taxes] system setting. SEE ALSO • Product selection page • The order product page bpm’online sales 215 User guide THE [INVOICES] SECTION The INVOICES section is designed for managing company invoices. To prepare an invoice, specify the customer's name and add a list of products. Set the approval for the invoice if needed. You can generate a printable based on the data stored in the system. Once an invoice is issued, you can monitor its payments. You can also analyze actual sales for the various parameters. VIEWS This section contains several views: • – list of accounts. It displays accounts as a list of records. Information about the list columns and their purpose can be found in the description of the invoice page. • – analytics on invoices. It displays charts, numeric indicators and lists used to analyze invoices. Read more FILTERS The following quick filters are available in the section: • By invoice issue date (the [Date] field of the invoice page). • By owner (the [Owner] field of the invoice page). NEXT IN THIS CHAPTER • Invoice page Common data The [General information] tab The [Products] tab The [Approvals] tab The [History] tab The [Attachments and notes] tab The [Feed] tab • The invoice product page • Product selection page • Invoice approval procedure • Actions in the [Invoices] section • Analytics in the [Accounts] section SEE ALSO • The order product page • Document approval process INVOICE PAGE The account page contains the set of fields used for displaying general data, as well as the page tabs. 216 The [Invoices] section COMMON DATA General information about the invoice. Number The invoice number. The system automatically generates numbers in accordance with a specified pattern. This is a non-editable field. Use the “Invoice number mask” system setting to customize automatic numbering of invoices. Date The date the invoice is issued to the customer. Owner The name of the employee responsible for working with the invoice. Order Number of the order for which the invoice is created. THE [GENERAL INFORMATION] TAB The [General information] tab contains information about the customer, supplier, system objects connected to the invoice, as well as amount of invoice and its payment conditions. Customer A company or an individual to whom the invoice has been issued. Contact Customer details Banking details of the customer to whom the invoice has been issued. The options available in this field for the selected company are drawn from the [Banking details] detail of the account page. If the selected company has only one record on this detail, then the [Banking details] field will be automatically filled in with that data. The field becomes available if the customer account by the invoice is selected. Supplier A company that issued the invoice. Supplier details Banking details of the company that issued the invoice. The options available in this field for the selected company are drawn from the [Banking details] detail of the account page. If the selected company has only one record on this detail, then the [Banking details] field will be automatically filled in with that data. The field becomes available if the supplier account by the invoice is selected. Amount Information about the total price of goods and services included in the invoice. You can select the currency when specifying the amount. NOTE Learn more on how to work the the currencies in bpm'online in a separate chapter. bpm’online sales 217 User guide Payment Information about the invoice payment status. Payment status The invoice payment status, for example, “Paid” or “Partially paid”. The information in this field can be used both for monitoring payments and for creating analytical reports. Paid on Planned (for the issued) or actual (for the paid) payment date by invoice. Payment amount The amount paid against invoice. The value is specified in the invoice currency. Payment amount, base The amount paid by invoice. The value is specified in the base currency. currency This field is non-editable. Its value is calculated based on the exchange rate specified in the invoice. Connected to This fields group displays system objects connected to the invoice. Contract Contract connected to the invoice. Project The project by which the invoice is issued. Once a project is selected, the customer fields are filled in automatically based on the customer information in the selected project. Reminders Here you can create a reminder about the invoice. The reminder will be displayed on the communication panel when the specified point in time is reached. Remind owner The checkbox indicates that the system will remind the owner about the invoice. Remind on Date and time of the reminder. THE [PRODUCTS] TAB The [Products] tab contains the list of goods and services included in the invoice. Here you can save information about the quantity of each product, their price and discount. The tab functionality is identical for the [Documents], [Invoices], and [Orders] sections. To add or modify a record on the tab, use the page that is identical to the order product page. In addition to standard commands, the tab toolbar contains the [Select products] button. When you click the button, the special product selection page opens. The page is used to quickly find needed items and add them to the invoice. NOTE The invoice product page is identical to the document product page. The document product page and the product selection page are both described in the [Documents] section. SEE ALSO • The order product page 218 The [Invoices] section • Product selection page THE [APPROVALS] TAB The [Approvals] tab is designed to keep record of the electronic approvals of the invoices. The tab functionality is identical to that in the [Contracts], [Invoices], and [Orders] sections. More information about the tab can be found in the description of the [Orders] section. Read more THE [HISTORY] TAB The [History] tab contains system records connected to the invoice. Activities Tasks that are connected to the current invoice. This detail displays information from the [Activities] section. To connect an activity to an invoice, fill in the [Invoice] field of an activity page. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional information about the invoice, as well as attachments and links to the web resources related to the invoice. Read more Attachments Use this detail to store files and links related to the invoice. For example, on this detail you can add accompanying documents or useful links. Notes The [Notes] detail is used to store additional text information about the invoice. You can edit and organize notes on the detail. If you switch to another tab of the invoice page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays messages related to the invoice. THE INVOICE PRODUCT PAGE The invoice product page is used to add and modify records on the [Products] tab. The functionality of the page is identical to that in the document product page. Read more PRODUCT SELECTION PAGE The product selection page is used to quickly add products to the invoice, for example, in cases when the customer wants to buy a lot of products. The functionality of the page is identical to that in the document product selection page. Read more INVOICE APPROVAL PROCEDURE If you need to approve an invoice, for example, to confirm the amount of the issued invoice, use the system approvals. The approval can be set (approved or rejected) by one or more of your company's employees. Approving invoices is identical to approving documents. Read more bpm’online sales 219 User guide ACTIONS IN THE [INVOICES] SECTION In addition to standard actions, the section contains special ones. SEND FOR APPROVAL The [Send for approval] action launches the approval process. When you perform the action, an additional page opens where you can select an employee to send the invoice to. You can also define other approval parameters. The action is available on the invoice page. The approval process is identical for the [Contracts], [Invoices], and [Orders] sections. More information about approving procedure can be found in the description of the [Orders] section. Read more PRINTABLES Printables are available in the [Print] button menu. Invoice The invoice in PDF format that can be printed or sent to the customer. Contains the data from the invoice page, as well as the information about the products in the invoice from the [Products] tab. This printable is available on the invoice page. ANALYTICS IN THE [ACCOUNTS] SECTION The ANALYTICS view displays section data summaries: charts, calculated numeric indicators, rankings, and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [INVOICE ANALYTICS] TAB Invoice summaries. NOTE Filters set in this section will be applied to all dashboard components. Paid invoices amount Indicator displaying the total amount of all paid invoices. Draft invoices amount Indicator displaying the total amount of all unissued invoices. It shows information about invoices with the “Draft” payment status. Unpaid invoices Indicator displaying the total amount of all unpaid invoices. It shows amount information about invoices with the “Unpaid” and “Partially paid” payment status. Top 5 paid invoices List of 5 invoices that were paid in full. It shows the invoices with the largest amount. The records are sorted in descending order of invoice amount. Top 5 unpaid invoices List of 5 invoices that were issued but not paid in full. The largest invoices are displayed in descending order of invoice amount. 220 The [Invoices] section Invoice payment Diagram displaying the progress of invoice payments. Payment amounts dynamics are shown by the day the invoice was paid. The diagram data is sorted in chronological order. SEE ALSO • Section analytics • Analytics setup bpm’online sales 221 User guide THE [DOCUMENTS] SECTION In bpm’online sales, the DOCUMENTS section is designed to manage a company's documentation. You can use this section to register regulations, minutes of meetings and correspondence. In bpm’online sales, you can also store external document files, for example, files received from customers. VIEWS This section contains several views: • – documents list. It displays documents as a list of records. All list columns are described below in the context of the document page. • – document analytics. It displays charts, indicators and ratings that can be used to analyze documents. FILTERS The following quick filters are available in the section: • By date (the [Date] field of the document page); • By responsible employee (the [Owner] field of the document page). NEXT IN THIS CHAPTER • Document page The [General information] tab The [History] tab The [Attachments and notes] tab The [Feed] tab DOCUMENT PAGE The document page consists of the field group that contains general data, and several tabs. COMMON DATA General information about the document. Number Number of the document. The system automatically generates numbers in accordance with a specified pattern. Use the “Document number mask” system setting to customize automatic numbering of documents. Type Type of the document, for example, “Minutes”. Status The current status of the document, for example, “Active” or “Inactive”. Date Document registration date. Owner Name of the employee responsible for working with the document. THE [GENERAL INFORMATION] TAB This tab contains information about connected records from other sections. 222 The [Documents] section Specify the account and contact connected to the document. Connected to The field group is used to connect a document to records from other sections. If you fill in the [Documents] detail of a record, the record will be connected to the specified document. THE [HISTORY] TAB The [History] tab contains system records connected to the document. Activities Tasks that are connected to the document. This detail displays information from the [Activities] section. Related documents A list of documents connected to the selected document. The [Actions] button menu contains the following options: • [Associate with existing] – connects previously added documents to the selected document. • [Delete connection with selected] – deletes connection with a document without deleting the document from the system. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab contains additional additional information about the current document, as well as attachments and links to the web resources related to it. Read more Attachments Use this detail to store files and links related to the document. For example, here you can attach a file or a scan copy of the document received from a customer. Notes The [Notes] detail is used to store additional text information about the document. You can edit and organize notes on the detail. If you switch to another tab of the document page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays the messages connected to the current document. bpm’online sales 223 User guide THE [PRODUCTS] SECTION The PRODUCTS section contains information about goods and services offered by your company. Use this section to create product catalog, specify product prices and stock store detailed description and features for each product. VIEWS This section contains several views: • – displays products as a list of records. Information about the list columns and their purpose can be found in the description of the product page. • – displays charts, numeric indicators, and lists used to analyze documents. Read more PRODUCT CATEGORIES The [Add] menu offers a list of product categories and their subordinate types. The menu also contains product bundles. You can set up the structure of the product categories, types and product bundles in the [Product categories and types] lookup. CONTENTS • The product page Common data The [General information] tab The [Prices and availability] tab The [Attachments and notes] tab The [Features] tab The [Feed] tab • Product catalog • Actions in the [Products] section • Analytics in the [Products] section THE PRODUCT PAGE The product page contains a set of data fields organized into different tabs. COMMON DATA General information about the product. Photo Image of the product. Click the button to add a new image by using the standard file selection window. Click the button to remove the image. Name Name of the product or service. THE [GENERAL INFORMATION] TAB The [Product details] tab contains information about type and price of the product. 224 The [Products] section General information Product code Identifier of the product. The product code is often used, for example, if two products have the same name. URL Link to resource related to the product, for example, the product page on the manufacturer's website or in the online shop catalog. Owner Employee responsible for this product. Inactive Checkbox indicates that the product cannot be offered to customers. For example, the product has been withdrawn from sale or is no longer delivered. Inactive products are not displayed on the product selection page. Segmentation Here you can specify product segmentation parameters. Category Product category, for example, “Hardware” or “Software”. Type Type of product. List of types depends on the selected category. For example, products of the “Hardware” category can be of the following types: “Graphics cards”, “Motherboards”, etc. Brand Product brand. Base price Base price according to which the product prices will be specified in the price lists. Price Price of the product or service. Read more Tax Tax rate that will be used by default with this product, for example, “VAT”. Unit of measure Base unit of measure of the product. When you save the record, the selected unit of measure is added to the [Units] detail with the [Base] checkbox selected. Units Base unit of measure selected on the [Base price] detail is automatically specified here. If the product can be measured in multiple units of measure, specify them on this detail. For example, a product can be sold both in pieces and packages. Product Product for which the unit of measure is specified. This is a non-editable field. Unit of measure Product measuring unit. bpm’online sales 225 User guide Default unit Select the checkbox if other units of measure should be based on the current one. If you select the checkbox for an additional unit of measure, it will automatically become the base one on the [Base price] detail. Number of base units The conversion factor used to calculate the current unit of measure in relation to the base one. For example, you can calculate how many pieces (the base unit of measure) are in the package (the additional one). THE [PRICES AND AVAILABILITY] TAB The [Prices and availability] tab is used to manage the base logistics information about products. Prices The product base price entered on the [Base price] detail is automatically specified here. You can also specify product prices according to additional price lists. Product Product for which the price is specified. This is a non-editable field. Price list Name of the price list according to which the price is specified. For example, “For partners” or “For distributors”. When you change the price in the base price list, this information will be displayed on the [Base price] detail of the [Product details] tab. Use the “Base price list” system setting to specify the base price list. Price Product price according to the selected price list. Currency Currency in which the product price is specified. Tax Tax rate that will be used by default with this product, for example, “VAT”. Availability This detail displays information about the quantity of products available at company's warehouses. If products are stored in more than one warehouse, then the number of products in stock, reserved products, and products on hand will be displayed for each product. Information can be added on the detail manually. Also, if you set up the synchronization with an external system, then information from your external account can be added to the detail automatically. Warehouse Warehouse where the product is stored. Balance Total quantity of the product stored in the warehouse. Reserved Reserved quantity of products. Available Product quantity that can be sold. The field is non-editable. Its value is calculated as the subtraction of the [Reserved] and [In stock] fields. THE [ATTACHMENTS AND NOTES] TAB The [Attachments and notes] tab is used to store additional information about the product, related files, and links to web resources. 226 The [Products] section Attachments Use this detail to store files and links related to the product. For example, here you can add a link to the product overview. Notes This detail is designed for storing comments about the product. You can edit and organize notes and if you switch to another tab of the product page, the information on the [Notes] detail will be saved. For more information about working with attachments and notes please see this article. THE [FEATURES] TAB The [Features] tab is used this tab to keep record of product features. For example, computer CPU speed or supported memory. You can search by product feature in the product catalog. Product Product for which the feature is specified. This is a non-editable field. Feature Product feature. Value Value of the feature. The field is displayed on the page once you select a feature. The field type depends on the value type of the selected feature. For example, you can enter a digit for the decimal feature, and select or clear the checkbox for the boolean feature. You can select features already registered in the system or add new ones. Features setup To modify the list of product features, use the special setup page that opens by selecting the [Features setup] action of the [Features] tab. The setup page contains the list of all possible product features. Name Feature name. Value type Feature data type, for example, “Drop-down list” or “Decimal”. If you select the “Drop-down list” data type, the [Values] detail appears on the page. You can add the needed list of feature values to it. Once the record is saved, the field becomes non-editable. Description Description of the feature. There are the following types of feature data: • “Decimal”; “Integer” – numeric type. For example, the “CPU Speed, GHz” or “Number of cores” features. • “Drop-down list” – data type for which you can select a value from the list. For example, the “Computer case color” feature for which the following list of values is specified: “Black” and “Silver”. • “Boolean” – data type for which you can specify the “Yes” or “No” value. For example, “DVD”. • “String” – data type for which you can manually enter a text value. For example, the “Additional information” detail. Once you save the feature, it will be available on the [Features] detail of the product page. bpm’online sales 227 User guide SEE ALSO • Product catalog THE [FEED] TAB The [Feed] tab displays messages related to the product. PRODUCT CATALOG The product catalog is a separate folder tree in the [Products] section, as well as [Invoices] and [Orders] sections, that can be identified with the icon (Fig. 160). Fig. 160 The product catalog The catalog structure is created based on categories, types, filter conditions and other grouping criteria that you can set for products. This enables you to classify and quickly search for needed products. CATALOG LEVELS You can set up catalog levels by certain grouping criteria, for example, by category and type. To do this, use the [Set up product catalog] in the actions menu of the [Products] section. Once the [Set up product catalog] action is selected, the page that displays the list of the set up catalog levels opens (Fig. 161). 228 The [Products] section Fig. 161 The setup page for the product catalog To add a new catalog item, click the [Add catalog level] button. Name Catalog level name that is displayed in the list pf the catalog setup page. Product field Product page field, which is used for product categorization on this level of catalog. For example, select the [Category] field so that the catalog folders on this level correspond to the product categories .. This catalog item hierarchy is defined by the sequence in which the levels are located on the setup page. For example, to group the products by type on the upper level of the catalog, then move the “Product type” level up by using the button on the setup page. NOTE The catalog structure will display only those items for which there are records in bpm’online sales. For example, if the “Hardware” category contains no products, then the “Hardware” item will not be displayed in the catalog structure. CATALOG SEARCH EXTENDED MODE For each product type you can set up additional parameters that will help you search by product field or feature. This will make searching through catalog more convenient. You will be able to quickly find items that match the needed parameters. You can also do it while selecting products in document, invoice, or order. Additional search parameters are available in the catalog for the item set up by product type, and for all nested items. Click the button that will be displayed to the right of the item name. The search area will open (Fig. 162). bpm’online sales 229 User guide Fig. 162 Catalog search extended mode To search for products by needed value, select the checkbox in front of it (for the lookup field) or enter the text (for the field of the “String” type) and click the “Apply” button. The list of search parameters is set up with the help of the [Set up product types and filters] action. When you select this action, the list of records of the [Product types] lookup opens. Name Name of the product type. This is a required field. Category Category to which this product type belongs. Description Any additional information about the product type. Filters This detail is used to set up search conditions that will be displayed for this type in the product catalog. In the catalog, you can filter data by product column and feature with the “Lookup” and “String” field type. The [Add] button menu of the [Filter] detail contains the following commands: [Filter by product field] – adds catalog display conditions by product column. When you select this command, the list of product page fields opens. For example, to display a product catalog of a certain type, select the [Trademark] column. [Filter by feature] – adds search conditions by products feature. When you select this command, the list of product features opens. For example, you can add filtering by CPU frequency for the laptop. The values of the selected fields will be displayed in the search area when clicking the button in the catalog structure. ACTIONS IN THE [PRODUCTS] SECTION This section features additional actions in addition to the standard ones. 230 The [Products] section SET UP PRODUCT CATALOG This action opens the product catalog setup page. Read more SET UP PRODUCT TYPES AND FILTERS This action is used to create the list of possible product types and to set up filter (search) parameters for products of each type. Read more ANALYTICS IN THE [PRODUCTS] SECTION The [ANALYTICS] view contains summary data on the section: charts, metrics, ratings and reports. NOTE More information about working with analytics and analytics setup can be found in the corresponding chapters. THE [PRODUCT ANALYTICS] TAB Product summaries. NOTE Filters set in this section will also be applied to the dashboard components. The exception is for the [Top 5 brands by products] and [Number of brands] dashboard components. 5 new products List of five recently added products. Products for which the [Inactive] checkbox is not selected are taken into account. The data is sorted in descending order. Recently added records are displayed at the top of the list. Products by category Diagram displaying the number of products divided into categories. Number of brands Calculated indicator displaying the total number of brands registered in bpm’online sales. The filter conditions applied in the section don't affect the number. Number of products Calculated indicator displaying the total number bpm’online sales products Products for which the [Inactive] checkbox is selected are not taken into account. Sold products by Diagram displaying the monthly progress of payments by products month within orders. The amount of paid orders is displayed by month the orders were completed. The data is displayed in chronological order. Only orders with the “Completed“ status are used for calculation. bpm’online sales 231 User guide THE [KNOWLEDGE BASE] SECTION The KNOWLEDGE BASE section represents an electronic library of documents that are used by employees need every day. For example, here you can store the answers to frequently asked questions, rules and regulations, document templates and advertising materials. You can use this section to quickly find, discuss and evaluate articles. VIEWS This section contains several views: • – knowledge base list. It displays knowledge base articles as a list of records. All list columns are described below in the context of the knowledge base article page. • – knowledge base analytics. It displays charts, indicators and ratings that can be used to analyze the knowledge base articles. NEXT IN THIS CHAPTER • Knowledge base article page General data The [General information] tab The [Files] tab KNOWLEDGE BASE ARTICLE PAGE The knowledge base article page consists of the field group containing general data, and several tabs. GENERAL DATA General information about the article. Title Knowledge base article title. Type Knowledge base article type, for example, “Rules and regulations” or “FAQ”. Modified by User who last edited the article. This is a non-editable field. Modified on Date and time of the last modification of the knowledge base article. This is a non-editable field. Code The code number of the knowledge base article. The article code number is non-editable and is filled in automatically based on the specified template. Use the “Knowledge base article number mask” system setting to customize auto numbering of codes for knowledge base articles. The field is not displayed on the article page, but is available in the list. Views The meter displaying the number of views for the article. The meter shows all system user views, including the repeated ones. The field is not displayed on the article page, but is available in the list. 232 The [Knowledge base] section THE [GENERAL INFORMATION] TAB The [General information] tab contains text input area and additional areas for the article tags and comments. Solution Page area where you can enter and format the article text. The name of this area is not displayed on the page. Solution without HTML The article page without formatting The field is not displayed on the tags article page, but is available in the list. For example, you can use this this column to see the article text without opening the article page. Comments area The bottom part of the tab contains the comments area. Functionality of this field is identical to that in the [Feed] section of the system. Knowledge base article comments are displayed in the [Feed] section and on the communication panel. THE [FILES] TAB Use this detail to store files and links related to the knowledge base article. For example, on this detail you can add accompanying documents or useful links related to the article. Read more SEE ALSO • The [Feed] section bpm’online sales 233 User guide THE [FEED] SECTION The FEED section displays messages posted by you and other users. The section lists all messages posted in objects (such as contacts and activities) as well as in channels that you are following. You can use the FEED section to post messages in any of channels that are available to you. VIEWS The section contains the following views: • – displays the feed messages as a list. • – displays the list of channels. CONTENTS • The [Feed] view • The [Channels] view THE [FEED] VIEW The FEED view displays the following messages: • Messages posted in channels that the current user is following. • Messages posted in objects that the current user is following. • Messages posted in the feed of current user's contact. • Messages posted with a reference to the current user. • Messages that contain comments posted with a reference to the current user. ADDING MESSAGES TO THE FEED To add a message to the feed, you can use the FEED tab of the FEED section that is available on the channel page, sections record page, as well as the communication panel. To post a message, enter its text and click the [Publish] button (Fig. 163). Fig. 163 Adding a post If you would like to mention another user in the message, type "@" symbol and start typing a contact name. The system displays a list of found records from which you can select the desired (Fig. 164). After publishing a message, the mentioned user will receive a notice that appears on the communication panel. Mentioned contact name will be displayed as a link, by clicking which a contact page will be opened. 234 The [Feed] section Fig. 164 Mentioning a user in the feed When posting a new message in the Feed section or on the Feed tab of the communication panel, you will need to select a message channel. Your message will be displayed in the feed of all users who follow the selected channel. For example, you can post general updates in the “Company news” channel, while the messages that deal with recruitment can be posted in a custom “HR” channel. You can select the channel in the special field (Fig. 165). Fig. 165 Selecting a channel when posting NOTE When posting messages on the section record pages, the message channel is defined automatically. The channel name corresponds to the section name and the name of the particular record that the message is related to (for example, “Contact John Best”). DISPLAYING MESSAGES If new messages are added to the feed by other users, a button will be displayed at the top of the feed, showing total number of new messages. Click this button to display the messages. The color of the vertical line to the left of the message varies depending on the section it is posted in. The list of messages in the feed can be sorted by date of the message or by date of its last comment (latest messages are displayed at the top of the list). To change the sort order, use the menu. Comments can be added to the posted messages. To add a comment for a message, click the [Comments] button under the message (Fig. 166), enter the text of the comment and click the [Comment] button. A notice about your comment will be sent to the person who posted a message. The notice will appear on the communication panel. Fig. 166 Commenting a post The following buttons are available below the posted message: [ Comments] – show/hide comments for a message. If a message has no comments, then a field for entering a comment will appear when you click the [Comments] button. bpm’online sales 235 User guide [ Like]/[ Unlike] – mark the message you like. This button displays total number of users who liked the message. To remove the like, click the [ Unlike]. You can also give your like to a comment. A notice about your like will be sent to the person who posted a message. The notice will appear on the communication panel. [Edit]– click this button to edit your message. The button is available for the author of the message or comment. [Delete] – click this button to delete your message. The button is available for the author of message/ comment, system administrators and users who have access to system operation “Permission to delete messages and comments”. NOTE If a message or comment length exceeds certain limit, only the first part of the message will be displayed. To see the text of the message or comment in full, click the [Read more] button. WORKING WITH THE FEED IN SYSTEM SECTIONS The section record page (for example, the contact or activity page) contains the FEED tab on which the messages related to the current object are displayed. For example, the account page displays messages connected to this account. Posting messages in the object feed is done in the same manner as posting messages in the [Feed] section. The [Actions] button of the record page contains additional actions used to subscribe or unsubscribe a user to messages related to the current section record. Once a user is subscribed, all messages related to this record will be displayed in the user feed. The [Follow the feed] action is available if the user is not following the current record feed. The [Unfollow the feed] action is available if the user is following the feed messages. When creating a message in the system object feed (for example, the contact's feed) or when adding a comment to such message, you automatically follow this object's feed. THE [CHANNELS] VIEW The [Channels] view displays the list of channels added to the system. You can open the [Channels] view by clicking the button in the [Feed] section. The channels are used to group messages by subject. For example, the “Company news” channel can be created for the messages that contain common information about company events. Any posted message belongs to a particular channel. The message channel is assigned automatically (for example, when adding a message on the Feed tab of the section record page) or manually (when posting a message in the Feed section or on the Feed tab of the communication panel). Users can follow the channels they are interested in. For example, if you are subscribed to the “Company news” channel, your feed page will display messages posted in this channel. CONTENTS • Channel page Common data The [Channel properties] tab The [Feed] tab 236 The [Feed] section CHANNEL PAGE The channel page consists of the field group containing general data, and several tabs. COMMON DATA General information about the channel. Channel name Name of the channel. This is a required field. Channel image The image that is used to visually identify the channel messages in the feed, for example, a channel logo. Click the button to add a new image by using the standard file selection window. Click the button to remove the image. Description Additional information about the channel. The [Follow] button is used to subscribe to the current channel, and the [Unfollow] button is used to unsubscribe from it. The Unfollow button is unavailable if the given user does not have permission to unsubscribe from the channel. THE [CHANNEL PROPERTIES] TAB Information about the owner of the channel and the access rights that are configured for the channel. Owner Employee who created the channel. This non-editable field is filled in automatically when creating a new channel. Channel created on The date when the channel was created. By default, this field is filled in with the current date. This is a non-editable field. Permission to post [All users can post] – set the option to allow posting messages for any entries user who has the view permission for this channel. [Only users with edit permission for this channel can post] – select this option if you want to allow to post messages only for those users who have the permission to edit the channel. You can set up access rights to the channel by selecting the [Set up access rights] action of the channel page. Followers The FOLLOWERS detail contains the list of users whose feeds display messages of the selected channel. The toolbar of the FOLLOWERS detail contains the additional buttons. [Add] – add a user or user group to the detail by selecting the corresponding menu command. [Actions] – select the [Enable unfollowing] or [Disable unfollowing] commands to allow the selected users to unsubscribe from the channel or disable this option correspondingly. bpm’online sales 237 User guide THE [FEED] TAB The FEED tab on the channel page contains the list of posts of the current channel. [What are you working on?] – post a message in the channel. Enter the message text in the field and click the [Publish] button. The field is available only for users who have the permission to post messages in the selected channel. 238 The [Dashboards] section THE [DASHBOARDS] SECTION The DASHBOARDS section displays data from different sections of the system. We recommend you use this section to analyze and plan the work of each employee, each department and the company as a whole. The functionality of this section is similar to that of the ANALYTICS view in the system sections, and is described in the “Section analytics” chapter. CONTENTS • The [Sales rep efficiency] • The [Top performers] tab • See also THE [SALES REP EFFICIENCY] This dashboard displays current results of your sales representative's work, and additional summary information required to make quick yet knowledgeable decisions. The displayed data relates to the current user only Top 5 unpaid invoices List of 5 invoices that were issued but not paid in full. The largest invoices are displayed in descending order of invoice amount. Upcoming payments List of five invoices to be paid today or in the coming days. The data is displayed in ascending order of payment date. Current month Diagram displaying how invoice amounts are grouped by payment invoices by status status. Only invoices with the payment date in the current month are used for calculation. Number of calls this Calculated indicator displaying the number of activities of the “Call” type month completed in the current month. Current month paid Calculated indicator displaying the amount of payments for all orders orders amount closed in the current month. Number of active Calculated indicator displaying the number of orders that are currently orders not closed. Number of overdue Calculated indicator displaying the number of incomplete activities that tasks are overdue. My overdue tasks The list of 15 incomplete activities with their due time passed. The data is sorted in ascending order of activity completion date. THE [TOP PERFORMERS] TAB This dashboard contains ratings of sales reps, based on work results in the current month Current month orders Diagram displaying the current month orders are grouped per sales and payments per representative. The amount of orders and order payments is displayed sales rep for each sales representative. bpm’online sales 239 User guide Top 5 sales reps by List of the five sales reps with the highest order amount in the current order amount month. The data is sorted in descending order of orders payment amount. Top 5 sales reps by List of the five sales reps with the largest invoices amount in the current paid invoices month. The data is sorted in descending order of invoices payment amount. Top 5 sales reps by List of the five sales reps with the highest number of completed activities number of calls of the “Call” type in the current month. The data is sorted in descending order of number of calls. SEE ALSO • Section analytics • Analytics setup VIDEO TUTORIALS • Dashboards setup 240 The [Calls] section THE [CALLS] SECTION The CALLS section contains the history of incoming and outgoing calls performed by bpm’online users. Records are automatically added to the section every time you receive or make a call using the communication panel. Use the section tools to view detailed information about each call, as well as to build charts and generate analytical reports. ATTENTION! By default, the section is not displayed on the side panel but can be added to the workplace. You can find more detailed information about the workplace settings in a separate chapter. SETTING UP INTEGRATION WITH TELEPHONY To be able to receive and make calls in bpm’online, you need to set up integration with telephony. Read more VIEWS This section contains several views: • – call list. It displays calls as a list of records. All list columns are described below in the context of the call page. • – call analytics. It displays charts, indicators and ratings that can be used to analyze calls. TOOLBAR All calls are registered automatically in bpm’online, that is why the possibility to add calls manually is not available in the section. Here you can view the information about a call, update it or delete the call. Also, you can play back a recorded call for the external calls. [Play] – click to play back a recorded call. [Stop] – click to stop playing back a recorded call. By default, playback stops automatically when the record is over. NEXT IN THIS CHAPTER • Call page Common data The [General information] tab The [Timing details] tab The [Attachments and notes] tab The [Feed] tab Additional columns SEE ALSO • Phone integration setup in bpm’online • Managing calls CALL PAGE The call page consists of the field group containing general data, and several tabs. bpm’online sales 241 User guide COMMON DATA General information about the call. From Phone number from which the call was made. This is a non-editable field. To Phone number to which the call was made. This is a non-editable field. Call direction Indicates whether the call is incoming or outgoing. Created by User who receives an incoming call or makes an outgoing call. THE [GENERAL INFORMATION] TAB The [General information] tab contains information about the date and time of the call, results and information about system objects that the call is connected to. Start date Start date and time of the call. This is a non-editable field. End End date and time of the call. This is a non-editable field. Contact Individual with which the call is connected. The field is filled in with the name of the contact that has been identified by the system by the phone number. When you fill in the [Contact] field, the [Account] field will automatically be filled in with the name of the account specified on the contact page. This is a non-editable field. Account Company that the call is connected to. The field is filled in with the name of the account that has been identified by the system by the phone number. This is a non-editable field. Redirected from agent Employee that transferred the call. This is a non-editable field. THE [TIMING DETAILS] TAB The [Timing details] tab contains information about duration and other timing details of the call. Duration Call duration specified in seconds. This is a non-editable field. Time to connection Time taken to answer the phone, in seconds. This is a non-editable field. Conversation time Conversation duration excluding connection time, in seconds. This is a non-editable field. On hold time Time the call is on hold when transferring, in seconds. This is a non- editable field. THE [ATTACHMENTS AND NOTES] TAB Additional information about the call. 242 The [Calls] section Attachments Use this detail to store files and links related to the call. For example, here you can attach a file with the recorded call. Notes The [Notes] detail is used to store additional text information about the call. You can edit and organize notes on the detail. If you switch to another tab of the call page, the information on the [Notes] detail will be saved. THE [FEED] TAB The [Feed] tab displays messages related to the invoice. ADDITIONAL COLUMNS The section contains additional columns that are not displayed on the article page, but can be displayed in the section. Subject Caption for the call. The caption is generated automatically. It consists of the values of the [Call direction] and [Start] fields: For example, “Incoming”: 12.02.2014 3:26 PM”. Number Subscriber telephone number who received or made the call. Activity Activity that the call is connected to. Transferring number Phone number from which the call was transferred to another number. Number being Phone number that the call was transferred to. transferred bpm’online sales 243 User guide PHONE INTEGRATION The integration between bpm’online and telephone networks enables making and receiving calls directly from the system interface. To manage calls, use the [Calls] tab of the communication panel. The tab becomes available once you set up the phone integration. The history of all calls is stored in the [Calls] section that provides standard options for working with the information. In the section, you can search and group the stored data, and set up the section analytics. CONTENTS • Managing calls • Phone integration setup in bpm’online Settings can be applied to Webitel base telephony How to integrate with Oktell How to integrate with Asterisk How to integrate with Cisco Finesse How to integrate with TAPI How to integrate with CallWay How to integrate with Infinity How to integrate with Avaya • Feature Comparison for supported phone systems 244 Managing calls MANAGING CALLS In bpm’online, all base telephony features (for example, receiving incoming calls and making outgoing ones, putting calls on hold and transferring them to another number) are available on the communication panel. To display the [Calls] tab, click the button. By default, internal calls are available in the system. Set up integration with telephony to enable external calls. To make and receive calls, use a headset. CONTENTS • Outgoing call • Incoming call • Subscriber identification • Conversation mode • Putting calls on hold • Transferring calls to another number • Video calls • Calls history • Call recording and playback • Agent status menu SEE ALSO • The [Calls] section • Phone integration setup in bpm’online • Feature Comparison for supported phone systems OUTGOING CALL Outgoing call can be made in a number of ways. You can either dial the number manually on the communication panel, make a call using the calls history or click the call button on the contact page. MANUAL DIAL If you know the telephone number that you want to call: 1. On the [Calls] tab, enter the phone number in the tab field and click the call button or press the [Enter] key (Fig. 167). Fig. 167 Manual dial You can also make a call by clicking the call button next to the name of the needed subscriber in the calls history (Fig. 168). bpm’online sales 245 User guide Fig. 168 Dialing from the calls history 2. Wait for the connection (Fig. 169). Fig. 169 Outgoing call 3. If the connection is successful, the call will be switched to the conversation mode. 4. To end the call, click the end call button. SEARCHING A SUBSCRIBER BY NAME If you know the name of the contactthat you want to call: 1. On the [Calls] tab, enter the contact name or a part of it in the tab field. The system will search for contacts whose name contains the entered fragment and will display those contacts on the tab. NOTE To start searching, enter three or more characters. 2. Find the needed subscriber in the list and click the call button next to the phone number you want to call (Fig. 170). Fig. 170 Searching a subscriber by name 3. Wait for the connection. 246 Managing calls QUICK DIAL FROM RECORD PAGES AND FROM THE LIST You can call a contact (account) from their record page or from section list records. 1. To start a call from the contact page: a. On the COMMUNICATION OPTIONS detail, click the phone number or the call button next to the number you want to call (Fig. 171). Fig. 171 Quick dial from the record page b. Wait for the connection. 2. To make a call from the section list, click the phone number that is displayed as a link (Fig. 172). Fig. 172 Quick dial from the list INCOMING CALL By default, the section is hidden. It expands in the right side panel of the screen when incoming call is received (Fig. 173). Fig. 173 Incoming call 1. To start the conversation, click the call answer button or pick up the phone if the button is unavailable. 2. To decline a call, click the end call button. NOTE The type of the Call Center used in bpm’online determines whether the answer button is displayed for an incoming call or not. For example, the answer button is available when working with Oktell Call Centre and is not available when working with Asterisk Call Center. If your telephone network supports this feature, and you would like to use it, open the Call Centre parameters setup page and select the [Enable picking up phone from application] checkbox. The setup page can be opened from the user profile. bpm’online sales 247 User guide SUBSCRIBER IDENTIFICATION In bpm’online, a subscriber is identified by the phone number during both an outgoing or an incoming call. 1. If a subscriber (a contact or an account) is identified by the phone number while calling, the name of the subscriber will be displayed on the call panel (). Fig. 174 Subscriber identification 2. If the same phone number is specified for more than one contact or account, the list of those subscribers will be displayed on the call panel. To select the needed subscriber, click the subscriber's record in the list (Fig. 175). Fig. 175 Selecting one of the contacts found by the phone number 3. If you need to change the selected subscriber, open the additional menu next to the subscriber's name and select the [Select another record] option (Fig. 176). 248 Managing calls Fig. 176 Selecting another subscriber NOTE The information about the selected subscriber will be saved in the call history in the [Calls] section. CONVERSATION MODE Once a call is received, on the panel, it switches from the dial mode to the conversation mode (Fig. 177). Fig. 177 Conversation mode To end the call, click the end call button or put down the phone. PUTTING CALLS ON HOLD While you are on a call, you can put the call on hold so that the subscriber is still on the line but cannot hear you. Click the button on the call panel to put a call on hold. Click the button to resume conversation. NOTE The call cannot be transferred or finished when it is on hold. TRANSFERRING CALLS TO ANOTHER NUMBER While you are on a call, you can transfer the call to another phone number. To do this: 1. Click the button of the panel. The additional field will be displayed. Use the field to enter the phone number to transfer the call to it. Also, the calls history will become available on the tab. Use it to transfer the call to a subscriber that you recently contacted. 2. Enter the phone number or select the needed subscriber from the calls history and click the call button (Fig. 178). You can also find the needed subscriber by name. bpm’online sales 249 User guide Fig. 178 Dialing when transferring the call 3. The call will be put on hold, and the system will start establishing the connection with the subscriber whom you transfer the call to. The information about subscribers will be displayed on the call panel (Fig. 179). Fig. 179 Connecting to another subscriber when transferring the call 4. To quickly transfer the call, put down the phone, so both subscribers will be connected, and you will be disconnected from the conversation. 5. To make an attended transfer, wait for the connection with the subscriber whom you transfer the call to. In case if the connection is successful, the call panel will display additional buttons used to finish the transfer or to cancel it (Fig. 180). 250 Managing calls Fig. 180 Conversation with a subscriber while transferring the call VIDEO CALLS In bpm’online, you can make video calls if Webitel integration is configured in bpm’online. Video communication is available only for internal calls. SETTING UP VIDEO CALLS You can enable/disable video calls in bpm’online. To manage video calls setup: 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the displayed page, select/deselect the [Use video] checkbox to enable/disable video calls. When video calls are enabled, during the call, you see the video image of the user that the connection is established with and share your own video image. VIDEO CALL MODE In the video call mode, the communication panel additionally contains the video area. At the bottom of this area, the following buttons are available: / – play/pause buttons, that resume and pause the video stream, respectively. / – sound on/off buttons. – slider for managing the sound volume. – activate/exit the full screen mode. Also, during the video call, the video area contains a scrollbar and a time indicator to show you the time that has passed from the beginning of the call. bpm’online sales 251 User guide CALLS HISTORY You can view the recent calls history on the communication panel. It is available if the user is neither in a conversation mode nor searching for a subscriber. The history is also available when transferring a call to another number. The calls history chronologically displays the recent incoming, outgoing and missed calls, and brief information about the contacts/accounts that a connection was established with (). Fig. 181 Calls history NOTE The number of calls displayed in the history can be set up in the “Number of records on the “Calls history“ tab“ system setting. NOTE When making calls through the bpm'online interface, it is important not to close the browser window to keep the correct call history. If the window is closed during the call, the information about call end and duration will be lost. The calls history displays information only about the latest communication session with a certain subscriber (contact or account). For example, if you call several numbers specified on the [Communication options] detail of a contact, the calls history will display one record for this contact with the number that was dialed last. If you called a subscriber and now you need to call another of his/her numbers, go to the contact/ account page from the calls history and make a call from the subscriber page. To do that, in the calls history, click the name of the contact/account. It is displayed as a link (). The subscriber page will open. On the page, select the needed number from the numbers available on the [Communication options] detail. You can call directly from the contact/account page by clicking either the phone number or the call button next to the number on the [Communication options] detail (Fig. 171). Fig. 182 Opening a contact page from the calls history 252 Managing calls If the same phone number is associated with several subscribers (contacts and/or accounts) in the system, then when the connection is established, different subscribers will be , and the calls history will display separate records for each contact/account (). Fig. 183 Calls history for one number associated with several users In addition to viewing completed incoming and outgoing calls, you can create a contact or account, connect the call with an existing contact and display connected activities. To process a call, use the menu, which you can open by clicking the button (Fig. 184). Fig. 184 Call processing menu To add the call subscriber as a newcontact, select [Create contact] option. A page of a new contact will be opened. After saving the contact, the corresponding phone number will b automatically added to the [Communication options] detail. By default, “Mobile phone” will be set as the communication option type. You can based on the call subscriber. To do this, select the [Create account] menu command. After saving the contact, the corresponding phone number will b automatically added to the [Communication options] detail. By default, “Primary phone” will be set as the communication option type. To connect the call with the existing contact or account select the [Connect to existing contact] option. and select corresponding record from the lookup. The phone number from the call will be added to the [Communication options] detail of the selected record. To display call connections to contacts, accounts and other records, select the [Show all connections] menu command. Connected account,contact and activity will be displayed below the general call information (Fig. 185). bpm’online sales 253 User guide Fig. 185 Call connections You can connect the call to a system record by selecting a record type in the menu and clicking the button (Fig. 186). Fig. 186 Selecting a record type to bind a call to CALL RECORDING AND PLAYBACK Recording and playback of calls is available in bpm'online if your Call Center supports this feature. Call recording and playback rules can be set up in such office call centers as Oktell and Webitell. NOTE Additional setup is required to enable call playback. To play a call record, go to the [History] tab of the needed contact or account. Select the needed call record on the [Calls] detail and click the [Play] button (Fig. 187). Fig. 187 Playing a call record Call records are played in a web player with basic playback options (Fig. 188). 254 Managing calls Fig. 188 Record playback You can also download call record as an audio file by selecting the [Download audio file] menu command (Fig. 189). Fig. 189 Downloading call record file AGENT STATUS MENU Agent status menu is displayed when you click the user image located in the top right corner of the screen (Fig. 190). Fig. 190 Agent status menu The list of available agent statuses depends on the telecommunications system that is used and can be set up in the [User status for message exchange] lookup. SEE ALSO • Phone integration setup in bpm’online bpm’online sales 255 User guide • The [Calls] section 256 Phone integration setup in bpm’online PHONE INTEGRATION SETUP IN BPM’ONLINE Bpm’online has a built-in integration feature with Webitel telephony service. Bpm’online users can make internal calls just using the headset without any additional software installation. To use other telephony services in bpm’online, additional settings needed. CONTENTS • Settings can be applied to Webitel base telephony • How to integrate with Oktell • How to integrate with Asterisk • How to integrate with Cisco Finesse • How to integrate with TAPI • How to integrate with CallWay • How to integrate with Infinity • How to integrate with Avaya SETTINGS CAN BE APPLIED TO WEBITEL BASE TELEPHONY Webitel telephony is a built-in service and is available during the first use of the system. A green indicator at the top right corner of the application indicates that the telephony runs correctly in bpm’online (Fig. 191). Fig. 191 Agent status indicator You have to register your company's employees in bpm’online to enable them to make internal calls directly from the application. NOTE See more details on how to register bpm’online users in the “How to add a new user in bpm’online” article. When adding a bpm’online user, the system will automatically assign a Webitel extension number. It will be displayed on the [Communication options] detail of the contact page. By default, the phone number assignment starts from 100. Upon the next user registration, the following ordinal numbers will be assigned, for example, 101, 102, 103 etc. NOTE The telephone number is generated automatically based on the specified template. You can change the auto-numbering using the "Webitel user number mask" system setting. bpm’online sales 257 User guide Setting Webitel parameters 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. Select or remove the required checkboxes: a. [Disable Contact Centre integration] – the checkbox allows you to disable a built-in Webitel integration. The call button will not be displayed on the communication panel of the application. b. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. c. [Use Web phone] – the checkbox allows you to use a web phone. Remove the checkbox if you need to use the down-line phone. d. [Use video] – the checkbox allows to make video calls on internal numbers. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Users and roles management HOW TO INTEGRATE WITH OKTELL In bpm’online, the Oktell integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. The integration can be performed if all prior Oktell configurations are performed by the telephony administrator. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 192). Fig. 192 Opening the [System settings] section 258 Phone integration setup in bpm’online 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Oktell protocol" system setting. 5. Click the [Save] button. Setting Oktell parameters These settings should be applied with each bpm’online user who received Oktell integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Oktell server address] – Oktell website address, for example, “ws://oktell:4026”. c. [Username], [Password] – authentication user data. d. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. e. [Enable picking up phone from application] – the checkbox allows you to use the answer button from the application upon receiving an incoming call. If the checkbox is not selected, the answer to the call will be performed using the telephone receiver. NOTE The [Enable picking up phone from application] checkbox will run if the telephone set supports the auto-answer function while receiving SIP Header Auto Answer. For example, most Cisco phones support this function by default. The Grandstearm phones require additional telephone configuration options. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Software licensing • License distribution HOW TO INTEGRATE WITH ASTERISK In bpm’online, the Asterisk integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. bpm’online sales 259 User guide The integration can be performed if all prior Asterisk configurations are performed by the telephony administrator. Asterisk provisioning 1. Create AMI user for bpm'online, specify the user's parameters in the “manager.conf” file, for example: [terrasoft] secret = terrasoft deny=0.0.0.0/0.0.0.0 permit=0.0.0.0/0.0.0.0 read = system,call,log,verbose,command,agent,user,originate write = system,call,log,verbose,command,agent,user,originate NOTE The “deny” and “permit” values should be replaced with the corresponding addresses. 2. Check the park feature activity and parameters of the “features.conf” file, for example: parkext => 700 parkpos => 701-720 context => parkedcalls parkingtime => 45 ATTENTION! The “parkingtime” value refers to the maximum put on hold time. Upon the expiry of this time the subscriber will resume the conversation with the agent. The “parkingtime” value should be sufficiently long to avoid early call return. Setting bpm’online messaging service The messaging service allows you to connect bpm’online to the telephony using AMI protocol to connect to Asterisk and distribute call events between bpm’online users. 1. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. 2. Specify the following parameters for Asterisk connector in the “Terrasoft.Messaging.Service.exe.config” configuration file: Parameter caption Parameter assignment FilePath Use this parameter for diagnostics of the system. It allows to repeat a set of events from the file. The default value should be empty. URL Asterisk server IP address parameter. 260 Phone integration setup in bpm’online Port AMI protocol port. By default, “5038”. OriginateContext The command is used to initialize the call from bpm’online phone number. The parameter contains the caption of the context from which the call will be made to the user phone number. The default value for FreePBX is “from-internal” parkingLotContext The context for call initialization to receive parking line. The default value is “originateContext”. AutoPauseOnCommutationStart The checkbox is used for the correct work with Asterisk queues. If the checkbox is selected, the system will put the agent on a pause in all queues after answering the call. The feature is used to avoid the second call during the handling of the first one and/or putting the first call on hold. queueExtensionFormat The call channel format while receiving the call from the queue. If using LocalChannel, the default value in FreePBX is “Local/{0}@from-queue”. sendRingStartedOnRingingState The checkbox stands for the correct handling of the call from the queue. If this checkbox is selected, the system will display the call with the user after receiving the “NewState” event with the Ringing parameter by AMI. The default value is “On”. traceQueuesState The checkbox is used to define the agent's status in the queues. It is used for debugging if the agent receives the second call from the queue while handling the first one in bpm’online. Information about the status of agents is being written to the log file of the connector. The default value is “Off”. Setting message exchange library Message exchange library selection and setup is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 193). Fig. 193 Opening the [System settings] section bpm’online sales 261 User guide 3. Select message exchange library Open the [Default message exchange library] system setting. On the system setting page: a. Fill in the [Value by default] field by selecting the "Telephony integration library based on Asterisk (AMI) protocol" system setting. b. Click the [Save] button. 4. Specify connection parameters for the message service. Open the “Message exchange server” system setting. On the system setting page: a. In the [Default value] field, specify your message exchange server IP address as follows: "ws://0.0.0.0:2013" if your website is available using the http protocol or "wss:// 0.0.0.0:2013" if your website is available using the https protocol, where: • "0.0.0.0" — IP address using which your message exchange server is available for the bpm'online users; • "2013" — port that is used by default to connect to the message service. You can change the number of the port in the "Terrasoft.Messaging.Service.exe.config" configuration file. NOTE If your website is available using the https protocol and you are using a safe connection (wss) for the web sockets. It is required to install a safety certificate on the message exchange server and specify it in the configuration files of the message service. For more information about the setting, contact Terrasoft technical support at [email protected]. b. Click the [Save] button. Setting Asterisk parameters These settings should be applied with each bpm’online user who received Asterisk integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Number] – Asterisk user line number. It matches with the phone number, by default. For example, to track the SIP/305 user line, specify the “305” value, and to track the SIP/ office line, specify the “office” value. c. [Outgoing call context] – specify outgoing call context if it differs from the systemic one specified in the “Terrasoft.Messaging.Service.exe.config” file for this particular user. d. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration 262 Phone integration setup in bpm’online • Software licensing • License distribution HOW TO INTEGRATE WITH CISCO FINESSE In bpm’online, the Cisco Finesse integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. The integration can be performed if all prior Cisco Finesse configurations are performed by the telephony administrator. Setting the IIS server to connect to the Cisco Finesse To integrate bpm’online with Cisco Finesse, set up the Internet Information Services (IIS) Manager 7 or higher and the Application Request Routing (ARR) for it. 1. Open the control panel and click the [Administrative Tools] link (Fig. 194). Fig. 194 Opening administrative tools 2. Run the Internet Information Services (IIS) Manager in the opened window. 3. In the [Connections] area, select the server where bpm’online application is deployed and open the [Application Request Routing] setting for it (Fig. 195). bpm’online sales 263 User guide Fig. 195 Opening the [Application Request Routing] setting 4. Click the [Server Proxy Settings] link in the [Actions] area of the Application Request Routing settings (Fig. 196). Fig. 196 Opening proxy settings 5. Select the [Enable proxy] checkbox in the displayed [Application Request Routing] area (Fig. 197). 264 Phone integration setup in bpm’online Fig. 197 Proxy enabling 6. Create a virtual directory with the “finesse” name (Fig. 198) at the same level with the bpm’online deployed website. For example, if the website of the application is “http:// myhost:0000/bpmonline.com”, then the finesse should be available at the “http:// myhost:0000/finesse” address. Fig. 198 Example of internal catalog creating 7. Find in the “finesse” directory the “Web.config” file (if no such file exists, you will need to create the file). 8. Replace the contents of the file with the following parameters: bpm’online sales 265 User guide As a result, the request forwarding records from bpm’online website to Cisco Finesse will be dispalyed on the IIS “URL Rewrites” website tabs. Such records indicate of a successful setting. ATTENTION! If the URL-Rewrite menu is not displayed after the Application Request Routing setup, ensure that the IIS management console runs correctly using the IISmanager standalone (Inetmgr.exe), instead of server control. Selecting message exchange library Message exchange library selection is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 199). Fig. 199 Opening the [System settings] section 3. Select the [Default messages exchange library] system setting in the list and click the [Open] button. 266 Phone integration setup in bpm’online 4. On the system setting page, fill in the [Value by default] field by selecting the "Telephony integration library based on Finesse protocol" system setting. 5. Click the [Save] button. Setting Cisco Finesse parameters These settings should be applied with each bpm’online user who received Finesse integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Finesse server address] – specify Cisco Finesse server address. c. [Agent Id], [Extension], [Password] – specify Cisco Finesse user parameters. d. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Software licensing • License distribution HOW TO INTEGRATE WITH TAPI In bpm’online, the TAPI integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. The integration can be performed if all prior TAPI drivers configurations are performed by the telephony administrator. Installing bpm’online messaging service The messaging service allows you to connect bpm’online to the telephony using the integration protocol to connect to TAPI and distribute call events between bpm’online users. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. The TAPI driver is required to be installed and configured on the same computer by the telephony administrator. bpm’online sales 267 User guide NOTE To ensure that the TAPI driver runs correctly, use the “Conference.exe” utility that can be received from the support team. Setting message exchange library Message exchange library selection and setup is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 200). Fig. 200 Opening the [System settings] section 3. Select message exchange library Open the [Default message exchange library] system setting. On the system setting page: a. Fill in the [Value by default] field by selecting the "Telephony integration library based on Tapi protocol" system setting. b. Click the [Save] button. 4. Specify connection parameters for the message service. Open the [Message exchange server] system setting. On the system setting page: a. In the [Default value] field, specify your message exchange server IP address as follows: "ws://0.0.0.0:2013" if your website is available using the http protocol or "wss:// 0.0.0.0:2013" if your website is available using the https protocol, where: • "0.0.0.0" — IP address using which your message exchange server is available for the bpm'online users; • "2013" — port that is used by default to connect to the message service. You can change the number of the port in the "Terrasoft.Messaging.Service.exe.config" configuration file. NOTE If your website is available using the https protocol and you are using a safe connection (wss) for the web sockets. It is required to install a safety certificate on the message exchange server and specify it in the configuration files of the message service. For more information about the setting, contact Terrasoft technical support at [email protected]. b. Click the [Save] button. Setting TAPI parameters These settings should be applied with each bpm’online user who received TAPI integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 268 Phone integration setup in bpm’online 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Line] – user line number in TAPI. c. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Software licensing • License distribution HOW TO INTEGRATE WITH CALLWAY In bpm’online, the CallWay integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. The integration can be performed if all prior CallWay configurations are performed by the telephony administrator. Setting bpm’online messaging service The messaging service allows you to connect bpm’online to the telephony using the integration protocol to connect to CallWay and distribute call events between bpm’online users. 1. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. 2. Specify the CallWay server address in the “Terrasoft.Messaging.Service.exe.config” file: Parameter caption Parameter assignment url CallWay server IP address parameter. login Integration protocol login and password. password port Integration protocol port. By default, “34600”. bpm’online sales 269 User guide restoreConnectionInterval The time interval to reconnect integration messaging service to the CallWay telephony server, if a failure occurs. The value is specified in milliseconds and is “2000” - by default. Setting message exchange library Message exchange library selection and setup is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 193). Fig. 201 Opening the [System settings] section 3. Select message exchange library Open the [Default message exchange library] system setting. On the system setting page: a. Fill in the [Value by default] field by selecting the "Telephony integration library based on CallWay protocol" system setting. b. Click the [Save] button. 4. Specify connection parameters for the message service. Open the “Message exchange server” system setting. On the system setting page: a. In the [Default value] field, specify your message exchange server IP address as follows: "ws://0.0.0.0:2013" if your website is available using the http protocol or "wss:// 0.0.0.0:2013" if your website is available using the https protocol, where: • "0.0.0.0" — IP address using which your message exchange server is available for the bpm'online users; • "2013" — port that is used by default to connect to the message service. You can change the number of the port in the "Terrasoft.Messaging.Service.exe.config" configuration file. NOTE If your website is available using the https protocol and you are using a safe connection (wss) for the web sockets. It is required to install a safety certificate on the message exchange server and specify it in the configuration files of the message service. For more information about the setting, contact Terrasoft technical support at [email protected]. b. Click the [Save] button. Setting CallWay parameters These settings should be applied with each bpm’online user who received CallWay integration license. Use the user login credentials to access the system. 270 Phone integration setup in bpm’online 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Agent internal number] – CallWay user phone number. c. [Routing rule] – specify the routing rule if it is required for the CallWay configured server. d. [Use CallWay client] – select the checkbox if an employee uses CallWay internal client. While using the CallWay internal client, the answer button in the application becomes available. e. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Software licensing • License distribution HOW TO INTEGRATE WITH INFINITY In bpm’online, the Infinity integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. The integration can be performed if all prior Infinity configurations are performed by the telephony administrator. Installing bpm’online messaging service The messaging service allows you to connect bpm’online to the telephony using the integration protocol to connect to Infinity and distribute call events between bpm’online users. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. Setting message exchange library Message exchange library selection and setting is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 193). bpm’online sales 271 User guide Fig. 202 Opening the [System settings] section 3. Select message exchange library Open the [Default message exchange library] system setting. On the system setting page: a. Fill in the [Value by default] field by selecting the "Telephony integration library based on Infinity protocol" system setting. b. Click the [Save] button. 4. Specify connection parameters for the message service. Open the “Message exchange server” system setting. On the system setting page: a. In the [Default value] field, specify your message exchange server IP address as follows: "ws://0.0.0.0:2013" if your website is available using the http protocol or "wss:// 0.0.0.0:2013" if your website is available using the https protocol, where: • "0.0.0.0" — IP address using which your message exchange server is available for the bpm'online users; • "2013" — port that is used by default to connect to the message service. You can change the number of the port in the "Terrasoft.Messaging.Service.exe.config" configuration file. NOTE If your website is available using the https protocol and you are using a safe connection (wss) for the web sockets. It is required to install a safety certificate on the message exchange server and specify it in the configuration files of the message service. For more information about the setting, contact Terrasoft technical support at [email protected]. b. Click the [Save] button. Setting Infinity parameters These settings should be applied with each bpm’online user who received Infinity integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Infinity server address] – Infinity server address. c. [Line] – specify the telephone number of the line which will be used for the call. 272 Phone integration setup in bpm’online d. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Software licensing • License distribution HOW TO INTEGRATE WITH AVAYA In bpm’online, the Avaya integration functionality has a separate license. You need to form the license request, send it to our service team, upload the received licenses file into the system and finally, distribute the licenses between the users. NOTE See more details about licensing in the “Software licensing” and “License distribution” articles. The integration can be performed if all prior Avaya configurations are performed by the telephony administrator. Setting bpm’online messaging service The messaging service allows you to connect bpm’online to the telephony using TSAPI integration protocol to connect to Avaya and distribute call events between bpm’online users. NOTE To ensure that TSAPI protocol works correctly, use the DMCC Dashboard utility. The TSAPI basic user license is required for TSAPI protocol. The number of the licenses should correspond to the number of bpm’online users who simultaneously use integration with Avaya telephony. NOTE To integrate with Avaya telephony, it is required to have Avaya Application Enablement Services (AES) component within the telecommunication system. The integration is available for AES version of 5.2 server and up. 1. Run the BPMonline Messaging Service Install.msi file on the message exchange server and proceed with the installation. 2. Specify the following parameters in the “Terrasoft.Messaging.Service.exe.config” configuration file: Parameter caption Parameter assignment avaya serverIp AES server address. bpm’online sales 273 User guide port Connection port to AES server. Default value: “4721” for the unsecured connection or “4722” for the secured connection. useSecureSockets The checkbox for the encrypted connection usage requires adding a certificate. By default, “False”. ctiUser Avaya AES (Avaya AES user login) username. psw Avaya AES user password. protocolVersion The protocol used to connect to AES server. the default value: “http://www.ecma-international.org/standards/ ecma-323/csta/ed3/priv6”. switchName Avaya (hostname Avaya switch) hostname switch. Setting message exchange library Message exchange library selection and setup is performed once by the system administrator. 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [System settings] link in the [System setup] block (Fig. 193). Fig. 203 Opening the [System settings] section 3. Select message exchange library Open the [Default message exchange library] system setting. On the system setting page: a. Fill in the [Value by default] field by selecting the "Telephony integration library based on Avaya (DMCC, TSAPI) protocol" system setting. b. Click the [Save] button. 4. Specify connection parameters for the message service. Open the “Message exchange server” system setting. On the system setting page: a. In the [Default value] field, specify your message exchange server IP address as follows: "ws://0.0.0.0:2013" if your website is available using the http protocol or "wss:// 0.0.0.0:2013" if your website is available using the https protocol, where: • "0.0.0.0" — IP address using which your message exchange server is available for the bpm'online users; • "2013" — port that is used by default to connect to the message service. You can change the number of the port in the "Terrasoft.Messaging.Service.exe.config" configuration file. 274 Phone integration setup in bpm’online NOTE If your website is available using the https protocol and you are using a safe connection (wss) for the web sockets. It is required to install a safety certificate on the message exchange server and specify it in the configuration files of the message service. For more information about the setting, contact Terrasoft technical support at [email protected]. b. Click the [Save] button. Setting Avaya parameters These settings should be applied with each bpm’online user who received Avaya integration license. Use the user login credentials to access the system. 1. Open the user profile page by clicking the [Profile] image button on the main page of the application. 2. Click the [Call Center parameters setup] button. 3. On the opened page, fill in the required values: a. [Disable Contact Centre integration] – the checkbox allows you to disable bpm’online integration with the telephony. The call button will not be displayed on the communication panel of the application. b. [Agent's Id], [Password] – agent's data on Avaya server. c. [Number] – agent's number of Avaya server. d. [Enable debugging] – the checkbox allows you to display troubleshooting information within the browser console. This troubleshooting information can be used when the telephony runs into problems and the customer addresses the service team. 4. Click the [Save] button on the page. 5. Update your browser page to apply the changes. SEE ALSO • Phone integration • Software licensing • License distribution bpm’online sales 275 User guide FEATURE COMPARISON FOR SUPPORTED PHONE SYSTEMS Phone systems ntegration largely depends on the type of phone system. By default, bpm'online is integrated with Webitel telephone service. You can set up integration with other phone systems, if needed. Below is a feature comparison table for different phone systems. Phone system features Oktell Avaya Infinity Webitel Asterisk CallWay Pphone systems thatsupportTAPI Cisco Enterprise (CTIOS), Cisco Finesse Cisco (CTIOS), Enterprise Cisco Caller ID for 1 +++++++ incoming calls Displaying information about an incoming call, searching the Contact/Accountby phone number Outgoing calls + +++2 + 34 Initiating outgoing calls from bpm'online Pick up + +++5 +- 6 Ability to receive incoming calls in bpm'online Place on hold, + +++++++ resume calls Ability to place calls on hold and resume calls placed on hold End calls + +++++++ Ending calls (hang up) in bpm'online 276 Feature Comparison for supported phone systems Status management 7 + 8 ++ + - + Ability to set statuses, such as “Ready”, “Away”, “Busy”, etc. The available statuses depend on the type of telephone system. Transfer calls + +++++++ Ability to transfer of calls Statistics + +++++++ Saving information about calls in the “Calls” section: operator, Contact/ Account in the call, call duration. Built-in phone - --+---- Ability to make calls from a web browser without the need to use desktop phone. Call replay - --++--- Ability to listen to recorded calls using bpm'online interface Telephone system versions rise 8.1+ All phone systems that work that phone systems All 2.0 TAPI using Enterp Cisco 9.1+ Finesse Cisco v5.2–6 AES supported) not is (7 2.10+ 4+ 1.6-13 1 – If a call is routed through UCCX while using CUCM, then number identification is unavailable due to TAPI limitations. 2, 3 – In certain situations, if calls are made from bpm'online, the user must receive an incoming “system“ call first before initiating an outgoing call. This depends on the software or hardware phone version/model. 4 – Fully supported, if the operator is using CallWay software phone. If other IP phones are used, then to make a call from bpm'online, an operator must respond to incoming “system“ call. 5 – Not all software/hardware phones support this feature. bpm’online sales 277 User guide 6 – Only supported, if the operator is using CallWay software phone. 7 – The following 2 statuses are available: “Ready” and "Do not disturb" (DND). Currently unavailable for Cisco. 8 — Because of limitations Avaya API has only 2 states Log in and log out (AgentLoggedOn and AgentLoggedOff), and an answer on status change request. SEE ALSO • Settings can be applied to Webitel base telephony • How to integrate with Oktell • How to integrate with Asterisk • How to integrate with Cisco Finesse • How to integrate with TAPI • How to integrate with CallWay • How to integrate with Infinity • How to integrate with Avaya 278 Phone integration FAQ PHONE INTEGRATION FAQ • Which telephone systems can be integrated with bpm’online? • How to integrate with cloud telephone providers? • Which functions are supported by the connectors that can be integrated with bpm’online? WHICH TELEPHONE SYSTEMS CAN BE INTEGRATED WITH BPM’ONLINE? By default, bpm'online is integrated with Webitel telephone service. Other telephone systems can be integrated with bpm’online, if needed. The list of supported telephone systems is available in a separate article. HOW TO INTEGRATE WITH CLOUD TELEPHONE PROVIDERS? Bpm’online interacts with phone providers through an IP-PBX. To integrate with a cloud telephone system, set up one of the supported IP-PBX. The setup procedures for integration with different phone systems are available in a separate article. WHICH FUNCTIONS ARE SUPPORTED BY THE CONNECTORS THAT CAN BE INTEGRATED WITH BPM’ONLINE? The feature comparison for integration with different telephone systems, as well as requirements for integrating these systems with bpm’online, are available in a separate article. bpm’online sales 279 User guide MOBILE APPLICATION The mobile application is used to work with bpm'online on mobile devices and is a support tool to the primary bpm'online application. Configured mobile application can be used for meetings, exhibitions, presentations, etc. To use a mobile application, you should perform preliminary settings. The list of sections available in the mobile application is configured with the mobile application wizard. To reduce the synchronization time between the mobile and main applications, we recommend setting up only those sections which you will use. CONTENTS • Mobile application setup • Mobile application wizard 280 Mobile application setup MOBILE APPLICATION SETUP After you install the mobile application and log in for the first time, the application will be synchronized with the primary bpm'online application. Depending on the application operation mode (online or offline), further synchronization steps may differ. You can set up automatic synchronization, switch workplaces and view information about the last synchronization on the mobile application settings page. CONTENTS • Installation and first login • Online/offline modes • Mobile application settings VIDEO TUTORIALS • Mobile application setup INSTALLATION AND FIRST LOGIN Bpm’online mobile application is available for download from: • App Store for devices that use iOS. • Google Play for devices that use Android. • Windows Store for devices that use Windows. After installing the application, you can perform the first login and the mobile application will be synchronized with bpm'online. To log in to the mobile application, enter the bpm'online server address and your login and password (Fig. 204). Fig. 204 Logging in to the mobile application bpm’online sales 281 User guide NOTE Connection protocols (http://, https://) are determined by the application automatically. You can specify the connection protocol manually if the application is unable to automatically determine the protocol. After this, the mobile application will start the synchronization process with the primary bpm'online application. After the synchronization process is completed, the application becomes operational. Tap the [Demo login] button to connect to the demo version. After this the mobile application will be synchronized with the demo database. NOTE Login and password are not required to access the demo version. The application opens automatically after the synchronization. NOTE The [Demo login] button is displayed if primary synchronization was not performed. If the synchronization with the bpm'online server has been performed, you will need to clear the application cache. SEE ALSO • Online/offline modes • Mobile application settings ONLINE/OFFLINE MODES There are two modes available for the mobile application in bpm’online: “online” and “offline”. You can select the mode in the [Mobile application operation mode] system setting. NOTE Regardless of the working mode, mobile devices only display data for which the users have access permissions. If you select the online working mode, there is no need to manually synchronize the application. Synchronization with the bpm'online server is performed automatically, in real time, i.e., if you add a task using the mobile application, the task will be immediately displayed in the main application and vice versa. NOTE You can specify parameters of automatic synchronization on the mobile application settings page. NOTE To work properly in the “online” mode, you need a stable Internet connection to the bpm’online server. In offline mode, the mobile application user should synchronize periodically with the main bpm’online application. Changes made to the mobile application are saved on the bpm'online server only after synchronizing with the main application. To synchronize manually while in “offline” mode: 1. Tap the button and select [Settings]. 2. On the opened page, tap the [Synchronization] button (Fig. 205). 282 Mobile application setup Fig. 205 Running synchronization in the mobile application As a result, the data from the main application will be displayed in the mobile application and the main application will display the records that were created using the mobile application. ATTENTION If the same system record was modified both in the main application and in the mobile app, then upon synchronization the changes that were saved last will be preserved. The synchronization itself is an operation of writing data to the database of the primary application. This means that the latest changes will always be saved. If the same record was modified in the primary application first and then in the mobile application, then the changes made in the mobile application will override changes in the primary application (changes made in the mobile application will be saved). If changes in the primary application are made during the synchronization or after the synchronization, then the changes made in the primary application will be saved. Synchronization with the main application is performed by the OData protocol. For example, there is a business process setup in the main application according to which if the opportunity moves to the next stage, an activity is generated in the system. When the opportunity moves to such stage, the synchronization with the main application will be performed. The business logic of creating an activity will be handled on the main application, then the created activity will be displayed in the mobile application. A user working in the “online“ mode will not notice this because the application will be working directly with the server. The new activity will appear in the mobile application immediately after the corresponding business process completes and without the need for manual synchronization. Users who work in the “offline” mode will need to run synchronization for the activity to be displayed. SEE ALSO • Mobile application settings bpm’online sales 283 User guide MOBILE APPLICATION SETTINGS Use the mobile application settings page to: • Specify the connection parameters with the main bpm'online server; • Select parameters for automatic synchronization; • Select workplace and synchronize the mobile application. • Clear application cache (Fig. 206). Fig. 206 The settings page of mobile application NOTE To connect to a different bpm'online server, enter the address in the [Bpm'online server address] field and fill in the [Username] and [Password] fields. Then tap the [Synchronization] button. AUTOMATIC SYNCHRONIZATION MODE The automatic synchronization is used when working with the mobile application in “online“ mode. In the [Advanced] column group, specify parameters for automatic synchronization with the main bpm'online application and select a workplace. Tap the [Automatic synchronization] field to change the synchronization mode. Select one of the available options (Fig. 207): a. Never – disable automatic synchronization with the main bpm'online application. b. Always – enable automatic synchronization with the main bpm'online application. In this mode, the mobile application will download data through your mobile provider. 284 Mobile application setup c. Only through WiFi – enable automatic synchronization of the mobile application with the main application using only WiFi connections. Fig. 207 Automatic synchronization settings SELECTING A WORKPLACE To switch workplaces while working in the mobile application, tap the [Workplace] field and select one of the available workplaces. The mobile application will need to be synchronized again after switching to a different workplace (Fig. 208). Fig. 208 Synchronizing the mobile application after switching to a new worklpace NOTE The workplaces of the mobile application are set up in the Mobile Application Wizard, which is available in the main application. HOW TO CLEAR CACHE AND SYNCHRONIZE During the synchronization with the primary bpm'online application, the database structure and other information is downloaded by the mobile application. If the structure changes (when adding new sections and details to the mobile application), the structure is updated in the mobile application. For proper synchronization of the modified structure, delete the outdated database structure and data that are stored in the cache of the mobile application. To do so, tab the [Clear cache] button (Fig. 209). bpm’online sales 285 User guide Fig. 209 Clearing the cache of the mobile application NOTE Clearing the cache will discard all changes in the mobile application that were not synchronized with the main application. It is recommended to run the synchronization before clearing the cache. SEE ALSO • Online/offline modes VIDEO TUTORIALS • Mobile application setup 286 Mobile application wizard MOBILE APPLICATION WIZARD Use the Mobile Application Wizard to customize workplaces for different types of mobile app users. For example, the [Opportunities] workplace in the mobile application can be made available only for the “Sales managers” role. The customization options available in the mobile wizard allow customization of lists, pages and details of sections for each workplace. For example, you can customize the page of the [Accounts] section in the [Opportunities] workplace by displaying only information that is relevant for a sales manager working outside the office. NOTE Modifications made to the bpm’online configuration in the mobile application wizard are stored in the package specified in the “Custom Package Id” system setting. If the system setting value is not specified, or if the specified package is inaccessible by the current user, then the Mobile Wizard will prompt you to select a different package. By default, the “Custom” package is used. If you want to use another package, make sure that it inherited from the “Mobile” package. ATTENTION All changes made to the configuration by using the mobile application wizard will be applied to all users after mobile application synchronization with bpm’online. To start working with the wizard, open the System Designer and click the [Mobile Application Wizard] link in the [System setup] block (Fig. 210). Fig. 210 Running the Mobile Application Wizard NOTE You can open the section wizard only if you have the right to perform the [Mobile app setup] system operation. CONTENTS • How to set up the workplace list • How to set up lists in a mobile application section • Setting up a section page • How to set up a standard detail HOW TO SET UP THE WORKPLACE LIST When you run the Mobile Application Wizard, a page with the list of workplaces will open (Fig. 211). Here you can add new workplaces or modify settings of existing workplaces. bpm’online sales 287 User guide Fig. 211 The workplace list HOW TO ADD A NEW WORKPLACE To add a new workplace: 1. Click the [Add workplace] button on the Mobile Application Wizard page. 2. Fill out the page for the mobile application workplace (Fig. 212): Fig. 212 The workplace page a. Enter the workplace name; b. Specify a unique code that will be used by the system to identify the workplace; ATTENTION The unique code can contain numbers and Latin characters only. c. Use the [Roles] detail to define user roles that need to access the workplace in the mobile application. 3. Save the page. NOTE By default, the new workplace contains the standard list of sections. You can add or remove sections by editing the workplace. HOW TO SET UP THE WORKPLACE SECTION LIST To set up the workplace section list: 1. Select a workplace in the list and click [Open] (Fig. 213). 288 Mobile application wizard Fig. 213 Editing a workplace 2. Click the [Set up sections] button on the workplace page (Fig. 214). Fig. 214 The workplace page of mobile application 3. On the opened page (Fig. 215): Fig. 215 The workplace sections setup bpm’online sales 289 User guide a. Use the and buttons to change the order of the sections in the list. b. Click the [New] button and select a section to add it to the workplace (Fig. 216). Fig. 216 Adding a section to a workplace c. Select a section in the list and click the [Delete] button to exclude selected section from the workplace. 4. Click the [Save] button to save the changes made to the workplace. NOTE The mobile application structure contains only the sections that have been already created in bpm’online. Use the section wizard of the main application to add a new section to bpm’online. HOW TO SET UP LISTS IN A MOBILE APPLICATION SECTION To set up a section list: 1. Select a workplace in the list and click [Open] (Fig. 217). Fig. 217 Editing a workplace 290 Mobile application wizard 2. Click the [Set up sections] button on the workplace page (Fig. 218). Fig. 218 The workplace page of mobile application 3. Select a section in the list. 4. Click the [List setup] button (Fig. 219). Fig. 219 Setting up a section list 5. Set up the columns in the list of the section for the current workplace (Fig. 220). Fig. 220 Adding column to the section list bpm’online sales 291 User guide a. Click the [New column] button and select a column from the list. NOTE Only two columns can be displayed in the list in the mobile application. If the list already contains two columns, remove one of them from the list before adding a new column. b. You can drag and drop columns to change their positions. 6. Click the [Save] button. SETTING UP A SECTION PAGE By default, the new section page in the mobile application contains one group of fields [General information] (Fig. 221). Fig. 221 Default page layout Other columns, details and column groups must be added manually. HOW TO ADD FIELDS TO THE SECTION PAGE IN THE MOBILE APPLICATION To add a field on the section page: 1. Select a workplace in the list and click [Open] (Fig. 222). 292 Mobile application wizard Fig. 222 Editing a workplace 2. Click the [Set up sections] button on the workplace page (Fig. 223). Fig. 223 The workplace page of mobile application 3. Select a section in the list and click the [Page setup] button (Fig. 224). Fig. 224 Setting up a section page bpm’online sales 293 User guide 4. Click the [New column] button in the column group where you need to add a field (Fig. 225). Fig. 225 Adding a column on the page 5. Select a column in the opened window (Fig. 226). Fig. 226 Selecting a column to add 6. To change the order of the columns on the page, drag and drop the column with the left mouse button. 7. Click the [Save] button (Fig. 227). 294 Mobile application wizard Fig. 227 Section page with the new column 8. Click the [Save] button on the [Mobile application wizard] page. NOTE After clicking the [Save] button on the [Mobile application wizard] page, all changes made during the setup will become available for the mobile application users. HOW TO ADD A COLUMN GROUP: You can add column groups to sections, including groups that are not available in the primary application. NOTE The [General information] group cannot be renamed or deleted, but you can add more columns to it. To add a column group on the section page: 1. Select a workplace in the list and click [Open] (Fig. 228). Fig. 228 Editing a workplace bpm’online sales 295 User guide 2. Click the [Set up sections] button on the workplace page (Fig. 229). Fig. 229 The workplace page of mobile application 3. Select a section in the list and click the [Page setup] button (Fig. 230). Fig. 230 Setting up a section page 4. Select the [Column group] command in the [New] menu (Fig. 231). 296 Mobile application wizard Fig. 231 Adding a column group 5. Enter a title and name for the column group (Fig. 232). Fig. 232 Setting up a columns group The value in the [Title] field will be the one displayed in the interface of the mobile application. The [Name] field is the internal name of the column group and can only contain Latin characters. 6. Save the changes. A new empty column group will appear on the section page (Fig. 233). Add required columns and save the changes on the page. bpm’online sales 297 User guide Fig. 233 Adding columns to the column group HOW TO SET UP AN EMBEDDED DETAIL The details with records that are displayed on the section edit page of the mobile application are referred to as embedded (Fig. 234). 298 Mobile application wizard Fig. 234 Embedded detail [Contact address] on the [Contacts] page To add an embedded detail: 1. Open the Mobile Application Wizard. 2. Select a workplace. Click the [Open] button (Fig. 235). Fig. 235 Editing a workplace 3. Click the [Set up sections] button on the workplace page (Fig. 236). bpm’online sales 299 User guide Fig. 236 The workplace page of mobile application 4. Select a section and click the [Page setup] button (Fig. 237). Fig. 237 Setting up a section page 5. Select the [Embedded detail] command in the menu of the [New] button on the section page (Fig. 238). 300 Mobile application wizard Fig. 238 Adding an embedded detail 6. Fill out the detail setup window (Fig. 239): Fig. 239 Setting up an embedded detail bpm’online sales 301 User guide a. Select a detail to add. b. Specify the detail title. c. In the [Detail column] field, select the column that is used to connect detail records to the current record in the section. For example, records on the [Addresses] detail in the [Contacts] section are connected to the contacts by the [Contact] column. d. In the [Object column] field, specify the section column whose values will be used to filter detail records that are displayed on the detail. If the detail is connected to the current record of the section, specify the “Id” column in this field. 7. Save the detail. HOW TO EDIT EMBEDDED DETAILS You can edit existing embedded details. To edit embedded details, use the buttons next to the detail name (Fig. 240). Fig. 240 Edit options of an embedded detail Click the [Set] button to edit the body of the email. In the opened detail settings window (Fig. 239) enter needed changes and click the [Save] button. Use the and buttons to modify the location of the detail on the section page. To remove an embedded detail, click the [Delete] button. HOW TO SET UP A STANDARD DETAIL Records of “standard“ details are not displayed on the section edit page in the mobile application (Fig. 241). You can view records of a standard detail on a separate page. Fig. 241 The [Contacts] and [Activities] standard details To set up standard details of a section: 1. Open the Mobile Application Wizard. 2. Select a workplace. Click the [Open] button (Fig. 242). 302 Mobile application wizard Fig. 242 Editing a workplace 3. Click the [Set up sections] button on the workplace page (Fig. 243). Fig. 243 The workplace page of mobile application 4. Select a section and click the [Detail setup] button (Fig. 244). Fig. 244 Switching to standard detail setup 5. Fill out the detail setup page of the section (Fig. 245). bpm’online sales 303 User guide Fig. 245 Setting up a standard detail a. Click the [New detail] button to add a detail. Setting up parameters of the standard detail is identical to setting up parameters of an embedded detail (Fig. 246). Fig. 246 Setting up a standard detail b. To modify parameters of an existing standard detail, click the [Set] button next to the detail title. c. To remove a standard detail, click the [Delete] button next to the detail title. The page of a newly added standard detail will contain only required fields (Fig. 247). To add other fields to the detail page, add a section using this detail's object and configure the section page. 304 Mobile application wizard Fig. 247 Required fields on the detail edit page Thus, if you add the [Documents] standard detail to any of the sections in the mobile application, the detail's page will contain only required fields (Fig. 248). Fig. 248 Default page of the standard [Documents] detail To add other columns from the [Documents] section on this page, add the [Documents] section to the mobile application (Fig. 249) and set up fields on the edit page. bpm’online sales 305 User guide Fig. 249 Adding the [Documents] section in the Mobile application wizard 306 INTERFACE SETUP CONTENTS • Section wizard • Detail wizard • Setting up the business rules • Content designer • Analytics setup • The MS Word printables setup • Workplaces setup • Logo customization • Color customization bpm’online sales 307 User guide SECTION WIZARD To add new sections to the system or to modify the existing sections, use the section wizard. The section wizard can modify base properties of sections and pages and does not require any software development knowledge. ATTENTION! Modifications made to the bpm’online configuration when working with the section wizard are stored in the package specified in the “Current package” system setting. If the package that is unavailable for the current user or no package is specified for the “Current package” system setting, then the system will offer you to select another package from the list of available packages when you open the section wizard. Use the [Configuration] section to manage packages , and the [System settings] section – to manage system settings. NOTE All modifications made to the configuration via the section wizard, for example, adding new objects or columns to the existing objects, are applied when the section is saved. To add a new section via the wizard, open the system designer by clicking the button in the upper right corner of the application. Click the [Section wizard] link in the [System setup] block (Fig. 250). Fig. 250 Adding a new section ATTENTION! You can open the section wizard only if you have access to the [Access to “Configuration“ section] system operation. To modify an existing section, open it and select the [Open section wizard] option from the [View] menu (Fig. 251). 308 Section wizard Fig. 251 Editing an existing section The section wizard consists of the general section settings page and a page designer. NEXT • How to configure section properties • How to configure section pages • Section Wizard FAQ VIDEO TUTORIALS • Section wizard HOW TO CONFIGURE SECTION PROPERTIES When adding a new section or modifying an existing one, you need to configure its base properties first (Fig. 252). Fig. 252 Section base properties In the [Title] field enter the section name. bpm’online sales 309 User guide In the [Code] field enter the section code for developers to use. For example, if you create a section named "Ideas", the code can be "UsrIdeas". The section code can only contain integers and Latin characters. After saving or switching to edit mode, the field becomes non-editable. NOTE The section code must contain a prefix. The prefix is specified in the “Prefix for object name” system setting. By default, the “Usr” value is specified. In the [Section icon] menu, upload the section icon file. The icon should be white with a transparent background. Image format - PNG or SVG, size - 38px x 38px. When adding a new section, select a workplace in the [Workplace] field. NOTE A section can be included in multiple workplaces. You can add sections when configuring workplaces. Detailed information about configuring workplaces is available in this article. Setting up multiple section pages If you need to use a separate edit pages for records of different types, select the “Multiple pages” in the [Page settings] block. The [Type] lookup will be automatically added to the section. In the [Use different page layout depending on the column value] field, select a column that will determine the type of section record. If lookup columns have been already added to the section, they will be available in the drop-down list of this field. When adding a new section, the [Type] field is automatically added if the [Multiple pages] option is selected. In the lower part of the page, add edit pages that will be used to work with records (Fig. 253). Fig. 253 Adding a section record type To add a new page, click [New] and select the column value that corresponds to this record type. . If you need to add a new value to the lookup, enter it in the [Pages] field and select “New...” from the field’s menu (Fig. 254). 310 Section wizard Fig. 254 Adding a lookup value When you save changes made to the section, a new record will automatically be added to the lookup specified in the [Use different page layout depending on the column value] field. To delete a record from the lookup, click the button next to the record. NOTE If you change the value in the [Use different page layout depending on the column value] field, the section record type settings will be lost. The system will save settings. Proceed to section page setup. SEE ALSO • How to configure section pages VIDEO TUTORIALS • Section wizard HOW TO CONFIGURE SECTION PAGES You can set up the list of record page fields and tabs on the second step of the section wizard setup. To modify section pages, use the page designer included in the section wizard. NOTE You can also open the page designer by selecting the "Open Page Designer" option from the [View] menu on the newly added section page. Switch to the page designer once the section main properties are defined. To open the page designer in the section wizard, click the [Page] button of the wizard navigation panel. If the section contains several record types, select the page you want to set up in the menu of the [Pages] button (Fig. 255). Fig. 255 Opening the page designer for one of the multiple pages The page designer (Fig. 256) includes a column selection area (1), record profile (2), connected record profile (3), as well as field setup area (4), tab setup area (5), detail and field block customization area (6). The page designer also includes placeholders for the workflow bar and the action panel (7). bpm’online sales 311 User guide NOTE The workflow bar is displayed on the section page if master process or a DCM case has been enabled for the section and a developer activated the workflow bar for this page. NOTE The record page cards are pre-configured and non-editable. However, you can configure the cards' contents e.g., position of tabs, details and groups of fields. Connected record profiles can be reordered if there are two or more types of connected records. Fig. 256 The page designer NEXT • How to set up page fields • How to set up page tabs • How to set up page details and field groups SEE ALSO • Record pages VIDEO TUTORIALS • Section wizard HOW TO SET UP PAGE FIELDS You can add and hide fields, modify their width and position on the page, multiline text fields can change their height as well. You can set up fields in both the record profile and page tabs. 312 Section wizard NOTE The connected record profile fields are pre-configured and non-editable. HOW TO ADD AN EXISTING COLUMN TO A PAGE To add an existing column to the page, drag it from the [Add existing column] area to the required place of the section page. The areas where you can drag the field are highlighted. The columns that are already added to the page do not disappear from the column selection field, but they are colored in pale gray. To delete a field from the page, highlight it and click . NOTE Removing the field from the page does not lead to removing the column from the object. You can delete the object column through the [Configuration] section only. You can delete only those columns that were added by you, provided they have not been added to the object pages. Base object columns cannot be deleted. HOW TO ADD A NEW COLUMN TO A PAGE To add a new field, drag it from the [Add new column] area to its desired position on the page. ATTENTION! When you add a new field to a section, the corresponding column is added to the section object. In the opened window, define the field parameters. The set of available parameters may differ depending on the type of the field. Common parameters for all column types 1. In the [Title] field, enter the field title that will be displayed on the page. 2. In the [Name in DB] field, enter a unique column name for the database. The column name cannot contain the non-Latin characters and spaces. If a column with the same name already exists, you will get a warning message. Custom field names must contain a prefix. The prefix is specified in the “Prefix for object name” system setting. By default, the “Usr” value is specified in the system setting. 3. Select the [Is required] checkbox if the new field is required. This checkbox is not available when creating columns of a “Boolean” type. 4. Select the [Read-only] checkbox if the new filed must be non-editable. 5. Select the [Make copy] checkbox if you need to copy the values in the columns to the new record when copying. For example [Account]/[Contact] and [Owner] field values need to be copied when copying invoice records, while there is no need to copy the invoice number. Parameters for the “String” column type If a field allows text containing more than one string, select the [Multi-string text] checkbox. The checkbox is available only when creating a “String” field. If the checkbox is selected, text field height can be modified. Parameters for the “Lookup” column type Depending on whether there is a required lookup in the system or you need to create a new one, select the [Select existing lookup] or [Add new lookup] option. When adding an existing lookup, select the lookup object in the [Lookup] field. The records in the lookup object will be available for selection in this field. Any system object can be used as a lookup object. Enter the caption and name bpm’online sales 313 User guide for the new lookup. The lookup code must contain a prefix. The prefix is specified in the “Prefix for object name” system setting. By default, the “Usr” value is specified in the system setting. NOTE The new lookup will not be automatically registered in the [Lookups] section. However, lookup registration is not required for the users to be able to select values from the lookup in the corresponding fields. Lookup registration is required for you to edit the lookup contents. In this case, you will need to add manually it in the [Lookups] section. Set the lookup view. If the [List] display method is selected, the lookup values are selected from the list by clicking on a lookup value. If the [Pop-up window] display method is selected, clicking on the lookup field opens the lookup value selection window that enables you to use filters and add a new record to the lookup (Fig. 257): Fig. 257 Lookup value selection window Select the [Cascade connection] checkbox, if you need to delete the connected records of the current object when deleting a record from the object specified in a [Lookup] field. For example, if when deleting a contact you need to delete its addresses. In this case, in the "Contact address" object of the "Contact" column (which is used to connect a contact and an address), you need to select the [Cascade connection] checkbox. HOW TO SET UP FIELD LAYOUT ON A PAGE After adding a field, you can change its position on the page. To change field display order, simply drag a field to the desired location. To adjust column width, place the mouse cursor on the left or right border of the field, and when the border turns green, grab and pull it in the desired direction (Fig. 258). NOTE The width of the profile fields is fixed and cannot be changed. 314 Section wizard Fig. 258 Changing the field width You can also adjust the height of multi-line fields (Fig. 259). Fig. 259 Changing the field height SEE ALSO • How to set up page tabs • How to set up page details and field groups HOW TO SET UP PAGE TABS You can set up tabs and their contents by using the tab settings (Fig. 260). You can also add new tabs, edit existing ones, and manage the order in which they are displayed on the page. Fig. 260 Page tab setup area NOTE By default, new pages have no tabs. The [Feed] tab is created automatically after you save the new page but is not displayed on the tabs array while editing the page in the section wizard. To rename a tab, click the button in the right part of the tab area. To change tab content, add a folder and drag the required fields from the [Add new column] and [Add existing column] areas. You can also add details to a tab in this manner. To add a new tab on the page, click the button of the tabs setup window. In the opened window, enter a caption for the new tab and click the [Save] button. To change tab position, hover the cursor over a tab title and drag it to the required place. To delete a tab, open it and click the button to the right side of the tab area. SEE ALSO • How to set up page fields • How to set up page details and field groups bpm’online sales 315 User guide HOW TO SET UP PAGE DETAILS AND FIELD GROUPS The section wizard enables you to add and delete field groups and details on a page, determine display order, edit the names of field groups and configure detail connections. HOW TO ADD FIELD GROUPS ON A PAGE Page fields can be combined into groups. For example, the record of the [Accounts] section contains the [Categorization] field group used to categorize companies by various parameters. To add a new field group, open the tab where it should be located, and click the [Add field group] button in the lower part of the page (Fig. 261). Fig. 261 Adding a field group on a tab In the opened window, enter a field group name and click the [Save] button. As a result, the empty field setup area will be added on the tab. Add the required fields using the new and existing columns areas. Field groups can be renamed, deleted and moved the same way as tabs. HOW TO ADD A DETAIL ON A PAGE To display an existing detail on a page, open the tab where the detail should be located, and click the [Add detail] button in the lower part of the page. The detail connection setup window will open (Fig. 262). 316 Section wizard Fig. 262 Setting up detail connection In the [Detail] field, select the detail you want to add to the page from the drop-down list. In the [Detail column] field, select the column of the object by which it will be connected to the object of the current section. For example, the [Activity] object can be connected to the [Contact] object by the [Author], [Owner], and [Contact] columns. If the object can be connected to the object of the current section only by one field, the field is filled in automatically. In the [Object column] field, select the section object column by which a detail object will be connected to the field. For example, the [Activities] detail of the [Contact] object are connected by the [Id] column. Only activities connected to the current contact are displayed. As a result, a new detail will be added to the page. This detail will display the list of records of the object specified in the [Detail] field. In the example on Fig. 262, the [Activities] detail was added to display activities whose [Author] field corresponds to a detail selected in the [Contacts] section. To change connection settings of an added detail, press the button. To delete a detail select it and click the button. NOTE The detail wizard is used to add and set up new details. SEE ALSO • Detail wizard • How to set up page fields • How to set up page tabs VIDEO TUTORIALS • Detail wizard SECTION WIZARD FAQ • What is the maximum number of sections that can be added to the system? • How do I delete a custom section or detail? • How do I connect a detail to a section? bpm’online sales 317 User guide • What is the difference between the column data types? Which data type to choose for new columns? WHAT IS THE MAXIMUM NUMBER OF SECTIONS THAT CAN BE ADDED TO THE SYSTEM? There are no restrictions on the number of sections that can be created in the system. It is recommend to weigh the need of creating a new section carefully, to avoid a decline in system performance in the future. HOW DO I DELETE A CUSTOM SECTION OR DETAIL? To delete a custom section or detail in bpm’online, you need access to the system configuration tools and its database. First, delete the database records. Use the following script to delete a detail: DECLARE @Caption nvarchar(max); SET @Caption = 'ToDelete'; DECLARE @UId UNIQUEIDENTIFIER; select @UId = EntitySchemaUId from SysDetail where Caption = @Caption delete from SysDetail where EntitySchemaUId = @UId Replace the “ToDelete” value with the detail schema name, which you can view in the [Advanced settings] of the system designer. After deleting data from the database, delete the custom detail schema in the [Configuration] section. The [Advanced settings] in the system designer allow to delete the object of the deleted detail. NOTE If a section was created based on the object that must be deleted, this section must be deleted first. The section deletion process is similar to deleting a detail, but more records must be deleted from the database. Use the following script: DECLARE @UId UNIQUEIDENTIFIER; DECLARE @ModuleEntityUID UNIQUEIDENTIFIER; DECLARE @ModuleID UNIQUEIDENTIFIER; DECLARE @Name NVARCHAR(max) = 'ToDelete'; select @UId = UId from SysSchema where Name Like @Name select @ModuleEntityUID = Id from SysModuleEntity where SysEntitySchemaUId = @UId select @ModuleID = Id from SysModule where SysModuleEntityId = @ModuleEntityUID; delete from SysModuleInWorkplace where SysModuleId = @ModuleID; delete from SysModule where Id = @ModuleID; delete from SysModuleEdit where SysModuleEntityId = @ModuleEntityUID; delete from SysModuleEntity where Id = @ModuleEntityUID; delete from SysDetail where EntitySchemaUId = @UId; delete from SysLookup where SysEntitySchemaUId = @UId; delete from [Lookup] where SysEntitySchemaUId = @UId; Please note that the “ToDelete” value must be replaced with the custom section schema name. After deleting database records, delete section custom schemas in the [Configuration] section (located under [Advanced settings]) in the following order: 1. ToDeleteFile 318 Section wizard 2. ToDeleteInFolder 3 . To D e l e t e I n Ta g 4 . To D e l e t e Ta g 5. ToDeleteFolder 6. ToDelete HOW DO I CONNECT A DETAIL TO A SECTION? To connect a detail to a section, you need to go to the [Page] tab in the section wizard and click the [New detail] button. In the detail connection window, in the [Detail column] field, select the column of the object by which it will connected to the object of the current section. For the [Contacts] section, for example, that will be the [Contact] column. In the [Object column] field, select the section object column used for connecting detail records to section records. In most cases, this is the [Id] column. WHAT IS THE DIFFERENCE BETWEEN THE COLUMN DATA TYPES? WHICH DATA TYPE TO CHOOSE FOR NEW COLUMNS? The data type of an edit page field depends on the field’s purpose. The [Full name] field is a text field, while the invoice amount fields are “currency fields”. Below is the list of available field data types: Text fields can contain letters, numbers and other characters. Use these fields to enter any arbitrary information. Most of the text fields are editable. Text field may be a single line of text, for example, the [Full name] field on the contact page. Use multi-string text fields for entering long texts, such as the [Result details] field on an activity page. Numeric fields, such as [Opportunity amount] can only contain numbers. There are two types of numeric fields in bpm’online: integer and decimal. Multicurrency fields are used for entering monetary values in different currencies. The value is stored in base system currency and is automatically converted to the displayed currency. Date fields are used to enter calendar information, such as activity start and end, invoice payment date, etc. Depending on the field settings, these fields can display date and time or just date. Lookup fields are used if to fill in a field, you need to select a value from a list. The values available in the list are stored in the corresponding “lookups”, such as the [Cities] and [Activity types] lookups. Use lookup fields with “List” view if the number of available values is relatively small. Use lookup fields with “Pop-up window” view if the corresponding lookup contains large number of records, or if an existing section is used as lookup, for example, the [Owner] field on an activity page used the lookup based on the [Contacts] section. Boolean fields can contain one of the two logic values A Boolean field is represented as a checkbox on the pages. Examples of Boolean fields include the [Remind owner] and [Remind author] fields on the activity pages. VIDEO TUTORIALS • Section wizard bpm’online sales 319 User guide DETAIL WIZARD To add new details or edit existing ones in the sections, use the detail wizard. The details that were created using the detail wizard can be added to the sections using the section wizard. NOTE Modifications made to the bpm’online configuration when working with the detail wizard are stored in the package specified in the “Current package” system section. By default, the [Custom] package is used. STARTING THE WIZARD To add a new detail using the detail wizard, open the system designer and click the [Detail wizard] link in the [System setup] block. To modify an existing detail, select the [Detail setup] option in the detail menu. ATTENTION! You can open the detail wizard only if you have the right to perform the [Access to “Configuration“ section] system operation. The detail wizard consists of two steps: 1. Setting up detail properties. 2. Detail page setup. SETTING UP DETAIL PROPERTIES On the first wizard step, define the general properties of the detail, for example, the [Caption] and [Object] of the detail (Fig. 263). Fig. 263 – Main properties of the detail NOTE If the object of the detail does not exist in the system, it can be added using the [Configuration] section. DETAIL PAGE SETUP On the second wizard step, you can set up the detail edit page. If there is a page for the selected object, you can just edit it. ATTENTION! If the detail contains pages for records of various types, you can edit them using the detail wizard. To do this, select the needed type in the [Page] wizard step. 320 Detail wizard The detail wizard will be displayed at the second step (Fig. 264). This step consists of three main blocks: • Use the [Add new column] block to add columns that are missing within the detail object. • Use the [Add existing column] block to add columns that exist within the object. • Use the right area of the wizard to edit page layout. To add fields on the detail page, drag the corresponding columns and drop them into the right area of the wizard. Modify their width and place them in the right order. In a separate window, specify the caption of each field and set the other field parameters if needed. Fig. 264 – Detail page wizard ATTENTION! When you add a new detail for any section, it is important to add a column to connect the detail to the section. After setting up the detail page, save the detail. Once you saved the settings, you can add the detail to a new section or an existing one using section wizard. SEE ALSO • Section wizard VIDEO TUTORIALS • Detail wizard bpm’online sales 321 User guide SETTING UP THE BUSINESS RULES The business rules are one of the tools for setting up page logic in bpm'online. The business rules enable configuring the behavior of fields of the section and detail edit pages without the help from the developers. The business rules can hide, display lock or unlock the fields, make them required or optional or filter the values in a lookup field depending on the values in other fields. You can configure business rules via the section wizard or detail wizard. CONTENTS • The page of the section wizard [Business rules] step • Business rule edit page THE PAGE OF THE SECTION WIZARD [BUSINESS RULES] STEP Click the [Business rules] button on the control panel, then to go to the business rule configuration of the current page of the section wizard (Fig. 265). Fig. 265 Opening business rule configuration in the section wizard Select the business rule to edit or create the new one. Business rule edit page will open. NOTE If a hard-coded business rule was not recognized by the section wizard, then the name of this business rule will contain the message "(Incorrect rule)". The rule will be executed, but it cannot be opened or disabled in the section wizard. You only will be able to delete this rule. SEE ALSO • Business rule edit page BUSINESS RULE EDIT PAGE The business rule edit page consist of several blocks(Fig. 266): the toolbar (1), the profile (2) and the business rule designer (3). Fig. 266 Business rule edit page 322 Setting up the business rules THE TOOLBAR OF THE BUSINESS RULE EDIT PAGE The action area of the business rule edit page has two buttons: [Apply] – applies current changes made in the business rule designer, closes the designer and returns to the [Business rules] step of the section wizard. The new rule will be added (or the existing will be updated) in the [Business rules] list. The business rule name will be generated automatically. ATTENTION The business rule will be added to the [Business rules] list after you click the [Apply] action, but it will not be effective immediately in the section. Save all changes in the section wizard to activate the rule. [Cancel] – closes the designer discarding all changes and opens the [Business rules] step of the section wizard. BUSINESS RULE PROFILE (2) The profile contains the [Name] field. A business rule name is automatically generated each time the rule is saved by clicking the [Apply] action. The value in the [Name] field cannot be edited. If there are several edit pages in the section, then the profile area will also contain a block for selecting the pages on which the business rule will be effective. BUSINESS RULE DESIGNER AREA (3) The business rule designer enables you to create conditions for executing a business rule action. Business rule conditions The conditions for execution of business rules are combined using common logical operators: "AND" / "OR". NOTE The logical “AND” operator is used if the rule must be executed only if all conditions are met. Apply the “OR” operator if the rule must be executed if at least one of the conditions is met. NOTE A business rule can have only one logical operator, which applies to all conditions of the business rule. A condition for executing a business rule usually consists of three parts: the left side, the type of comparison and the right side of the condition. To add a condition for executing a business rule: 1. Click the [Add condition] button in the [IF] condition block. After that, the left side of the condition will be added. Specify the type (Fig. 267) and the value of the left side of the condition. A table describing the possible types of values of the left-hand side of the condition: Column Record column. Be sure to specify the column name (and not its localizable title) To check column names, go to the [Page] step of the section wizard and open the column properties by selecting a field on the page and clicking the [Edit] button . Constant The value of the following types: text, integer, decimal, date and time, date, time, lookup, Boolean. bpm’online sales 323 User guide System setting You can specify a system setting in the [IF] block of a business rule. More information about system settings is covered in a separate article. Be sure to specify the system setting code (and not its localizable title) as a value. Business rules work only with system settings that have [Cached] checkbox selected. System variable You can specify a system variable in the [IF] block of a business rule. Available variables: CurrentUserContact – contact of the current user; CurrentUserAccount – account of the current user; CurrentUser – current user’s user account (the SysAdminUnit object); CurrentDate – current date; CurrentDateTime – current date and time; CurrentTime – current time. Attribute The attribute value (for example, a virtual column). This option is intended for developer customization and requires development tools. Fig. 267 Specification of the left side of the condition The input fields of the comparison type and the right-hand side of the condition will be displayed after specifying the value of the left-hand side of the condition. 2. Specify the comparison type from the drop-down list (Fig. 268). 324 Setting up the business rules Fig. 268 Select the comparison type values 3. Select the type of right side of the condition (Fig. 269). Fig. 269 Selecting the type for right side of the business rule condition ATTENTION The types of values available in the drop-down list depend on what type of the condition is currently selected. 4. 4. Select or enter the value of the right side of the condition (Fig. 270). Fig. 270 An example of the business rule condition The actions of the business rule designer The following four actions are available for bpm’online business rules: • [Show field on the page] – displays the specified field when the conditions are met and hides the field if the conditions are not met. • [Make field required] – indicates that field is required when the conditions are met. The business rule will not be executed if the field is specified as required on the [Page] step of the section wizard. bpm’online sales 325 User guide • [Make field editable] – indicates that the field is editable if the conditions are met. The field will not be available for editing if the conditions are not met. • [Add field value filter] – filters the values in the specified lookup column depending on the value of another column. ATTENTION! The [Add field value filter] action is always performed and does not require conditions. To add a business rule action: 1. Press the [Add action] button in the [THEN] condition block. Select the corresponding action type from the drop-down list (Fig. 271). Fig. 271 Selecting an action for the business rule 2. Specify the column name to which the action will be applied (Fig. 272). You need to specify the column “Name in DB”. Fig. 272 The name of the column to which the action will be applied NOTE For the [Add field valued filter] action, specify the column whose values will be filtered and a column to filter values by. SEE ALSO • The page of the section wizard [Business rules] step 326 Content designer CONTENT DESIGNER Use content designer to create vibrant html pages that can be used as templates for email notifications, bulk emails, regular emails, etc. The content designer (Fig. 273) is a WYSIWYG html editor that enables you to add text, images and interactive elements to html pages. Fig. 273 The content designer You can find the content designer on the email template page. To do this: 1. Open the system designer by clicking the button at the top right corner of the application window. 2. In the [System setup] block, click the [Lookups] link. 3. In the list of lookups, select the [Email templates] lookup and click [Open]. 4. Select the required template and open its page. 5. On the email template page, click the [Edit] button. The content designer consists of two areas. • The library of blocks (1) displays a list of pre-configured blocks that can be added on the email template. The blocks can contain images and text elements in different styles. The blocks are stored in the [Content blocks library] lookup. System administrators can add custom blocks using the base “HTML element” content block. • The working area (2) is the area where page layout is created. The pre-configured blocks that can be added on the email template comprise the following base content elements: • Text element. Use this element to add text. • Image. Use this element to add images. Images can be clickable. • HTML element. Use this element to create a web-page with a complex HTML markup or to add a custom element that is not available in the content library, such as video. bpm’online sales 327 User guide CONTENTS • How to create email templates in the content designer VIDEO TUTORIALS HOW TO CREATE EMAIL TEMPLATES IN THE CONTENT DESIGNER The following is required to create an email template using the content designer: • Define the properties of the template. • Add the required blocks from the library. • Place the blocks in the correct order. • Edit the content elements. NOTE These actions can be performed in any order. For example, you can modify the width of the template page after the content is created. HOW TO DEFINE EMAIL TEMPLATE PROPERTIES You can set the width of a template, its location on the page and the background color using the content designer. To do this, use the button menu displayed in the top right corner of the working area (Fig. 274). Fig. 274 Defining the email template color To set the width of the template, enter the width value in pixels in the [px] field. To select the template location on the page, use the corresponding buttons. HOW TO MANAGE THE EMAIL TEMPLATE BLOCKS To add a content block to an email template, select the required block from the library and then drag it into the working area of the content designer by pressing and holding the left mouse button (Fig. 275). 328 Content designer Fig. 275 Adding a block to the email template As a result, a new block will be added to the email template. NOTE To copy a block that was added to a template, click on the block and then click the button in the element manager menu. To modify the position of a block on the template page: 1. Click the block in the working area of the designer. 2. In the element manager menu to the right, click the button and then drag it to the position you need on the template page with the left mouse button. As a result, the block will be placed in the required position. To delete a block from a template page: 1. Click the block in the working area of the designer. 2. Click the button in the block manager menu to the right. As a result, the block will be deleted from the template page. HOW TO MANAGE THE BASE ELEMENT CONTENT Each content designer element has a toolbar that helps to manage its content. To display the toolbar, click an element. How to edit text Use the toolbar of an element (Fig. 276) to format text, for example, to change the font size or color, make the text bold, insert a hyperlink etc. Fig. 276 Text element toolbar If required, you can use the advanced edit mode to work with the text HTML code. bpm’online sales 329 User guide How to add macros Macros are added directly to the template text. You can add a pre-configured macro, such as contact title or job title. To do this: 1. Click the button and choose [Select mactrp] command. 2. Select a macro to add. You can also add the value of a certain system object column to the email template text. To do this: 1. On the template page, select an object in the [Macro source] field, then click the [Edit] button to open the content designer. 2. In the button menu, select the [Select column] command. 3. In the opened window, select the needed column. NOTE The window contains the columns of the object specified in the [Macro source] field. How to work with images To add a new image or change an existing one, click the button of the toolbar and select a local file. If you want to redirect the user who clicks the image to a particular page, for example, if the image is an advertising banner, click the button and specify the link of the required page in the opened window. NOTE When adding a link to the landing page with the “data capture form” (landing page web form) to a bulk email template for existing contacts, you can set up an automatic filling the web form with the data (name, email, phone), that are available in bpm’online. This will help to facilitate the registration process, avoid errors when filling in the web form fields manually and prevent duplicate lead or contact records from appearing in the system. More information about the setup is available in a separate article. How to work with the HTML elements You can add the content of an element from an HTML file that has been prepared beforehand. To do this, click the button of the toolbar and select the required HTML file from your computer. As a result, the content block will display the specified HTML page. To edit the content of an HTML element directly in the working area of the designer, click the button of the element toolbar and make the required changes in the opened window. To clear the content of an HTML element, select the required html element and click the button in the toolbar that opens. RECOMMENDATIONS FOR ADAPTIVE EMAIL MESSAGE LAYOUT When preparing an email message template, there are a few rules to keep in mind in order for the message to be displayed correctly in all email clients. The following describes the nuances that affect the correct display of email messages in the recipient email client. 330 Content designer CONTENTS • Email message layout for MS Outlook users • EMAIL MESSAGE LAYOUT FOR GMAIL USERS • Email message layout for mobile devices EMAIL MESSAGE LAYOUT FOR MS OUTLOOK USERS When sending emails to customers, Microsoft Outlook users should take into account that when viewing emails in MS Outlook, some elements, such as buttons, may be displayed differently than in the template. In addition, for security reasons MS Outlook blocks the downloading of images in emails by default. How to ensure a consistent button display in the MS Outlook email message templates? In the bpm’online email templates, the “Call to action button” element is often used. The standard button has rounded edges (Fig. 277), while in MS Outlook this button is displayed as rectangular (Fig. 278). Fig. 277 – A call to action button, as seen in bpm'online Fig. 278 — Buttons display in MS Outlook For the button to be displayed correctly in MS Outlook, you must edit its HTML code in the email message template. 1. Since the code for rounded buttons is not universal and depends on how the button is laid out, request the corresponding code from bpm’online technical support ([email protected]). 2. On the email template page, click the [Edit] button to open the content designer. 3. In the content designer workspace, go to the edit mode by clicking the button. 4. In the opened window with the HTML code, add the code provided by technical support (you can paste the code anywhere). 5. Add the code to the HTML markup for each button used in the email template. 6. Save the changes. As a result, the call-to-action buttons will look identical to the original ones when the message is viewed in MS Outlook. How to enable the display of images in MS Outlook? Recipients of messages can control automatic downloading of images in MS Outlook using: bpm’online sales 331 User guide Options —> Trust Center —> Trust center settings, and then disable or enable the ”Don't download pictures automatically in HTML email messages or RSS items” option. ATTENTION Before making a decision about enabling automatic image downloading, please take into account that it allows avoiding the view of potentially offensive content as well as preventing data corruption on the computer with malicious code. Also, message contents will be downloaded slower when connecting with a low data transfer rate. EMAIL MESSAGE LAYOUT FOR GMAIL USERS If you are aware that the majority of recipients of your message use Gmail for email service, we recommend using only the two column content items (Fig. 279). Fig. 279 An example content item that consists of two columns Due to the limited size of the working window, messages consisting of more than two columns are displayed incorrectly in Gmail. For example, if your message consists of three vertical content blocks, the last block will be shifted under the first two. EMAIL MESSAGE LAYOUT FOR MOBILE DEVICES If a significant part of your bulk email audience are mobile device users, use templates that consist of only one column 500-600 pixels wide. Otherwise, the message may not be displayed correctly. For example, parts of tables or images can exceed the size of the recipient’s mobile device screen and the text font will be reduced to the size of the screen thus becoming unreadable (Fig. 280). 332 Content designer Fig. 280 An example of message not adapted for viewing on mobile devices To configure the message width: 1. On the email template page, click the [Edit] button. 2. Click the button in the upper left part of the content designer workspace. In the field that appears, set the template width to 600 pixels. 3. In the template text field, increase the font in proportion to the template width. 4. Save the changes. NOTE Remember that the preview of the generated message in the content designer does not guarantee the email recipient will see the same thing. This is due to the settings and features of different email clients. bpm’online sales 333 User guide ANALYTICS SETUP In bpm’online, to view the statistics based on information from the system sections, set up the system analytics. The bpm’online statistics are displayed in the [Analytics] view of the system standard sections, and in the [Dashboards] section. Information is displayed in the so called dashboard components. A dashboard component displays the system data in various ways, for example, as a chart or a number (Fig. 281). Fig. 281 The example of an metric dashboard component Dashboard components are placed on a dashboard (Fig. 282). A dashboard is placed on a tab that displays the dashboard title. You can place dashboard components of the common subject on separate tabs, for example, the “Employees” tab can display statistics on the efficiency of the company, employees, and the “Tasks” tab can show information about employees' activities. Fig. 282 The example of a dashboard CONTENTS • Setting up dashboards • Dashboard components setup VIDEO TUTORIALS • Dashboards setup 334 Analytics setup SETTING UP DASHBOARDS Dashboards are set up in the [Analytics] view of the system section, or in the [Dashboards] section. To add a new dashboard, use the corresponding command of the button menu in the tabs area (Fig. 283). Fig. 283 Adding a new dashboard To modify, copy, or delete a dashboard, open it and select the corresponding command in the tabs area menu. As a result of selecting the command, the dashboard setup page will open (Fig. 284). The page contains the title field and the dashboard components setup area. bpm’online sales 335 User guide Fig. 284 The example of a dashboard setup page NOTE Setting up dashboard components is identical to setting up page fields and is covered in a separate chapter. VIDEO TUTORIALS • Dashboards setup DASHBOARD COMPONENTS SETUP In bpm’online, you can add the following types of dashboard components: • Chart. Charts are used to display the multiple data stored in the system. For example, it can show how the accounts that your company does business with are grouped by type (). • Indicator. Used to display single numeric values, for example, the total number of the company current customers. • List. It displays the system information as a list with the specified number of records. For example, the list can display top 3 efficient employees of your company. • Widget This dashboard component contains additional widgets set up by a developer, such as the exchange rate module or the weather module. 336 Analytics setup NOTE The “Chart”, “Indicator”, and “List” dashboard components are displayed on the set up pages in the preview area. Displayed information is changing dynamically as you are changing the settings. Use the dashboard setup page to add new components to the dashboard, or edit, copy, and delete the existing ones (Fig. 284). To add a new dashboard component to the dashboard, use the [+] button of the dashboard setup area. In the button menu, select the type of the dashboard component that is added (Fig. 285). As a result, the dashboard component setup page of the corresponding type will open. Fig. 285 Adding a new dashboard component To modify, copy, or delete a dashboard component, select it and choose the corresponding command (Fig. 286). Fig. 286 Editing a dashboard component ATTENTION! To save the changes made to dashboard components while adding or editing them, first save the dashboard component setup page, and then save the dashboard setup page that contains the component. CONTENTS • Setting up the “Chart” dashboard component • Setting up the “Indicator” dashboard component • Setting up the “List” dashboard component • Setting up the “Widget” dashboard component bpm’online sales 337 User guide VIDEO TUTORIALS • Dashboards setup SETTING UP THE “CHART” DASHBOARD COMPONENT To set up a “Chart” dashboard component, use the chart setup page. To create a chart, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] - system object that you want to use for building a chart. For example, to calculate the number of contacts by their job title, select the “Contact” object. [Function] – value that should be shown on the chart. The following values can be displayed: • “count” – the value is used to build a chart by the amount of records in the system object. For example, to calculate the number of activities by type. • “maximum”, “minimum”, and “average” – respective values calculated by the specified object column. For example, to calculate the total duration of managers' activities. • “sum” – sum of values of the specified object column. For example, to calculate an employee's total duration of activities within a week. [Column] – column to be used in the calculation. The value list includes the numeric columns and date columns. For example, specify the “Duration (minutes)” value to calculate the average duration of calls by managers (Fig. 287). This field is not displayed if the “count” value is selected in the [Function] field. [Chart type] – type of the chart, for example, “Bar chart” or “Pie chart”. Fig. 287 Setting up the [What to display] detail for a chart How to group [Column] – column that will be used to group records in a new chart. For example, to calculate the number of activities by owner, select the “Owner” field. Use this field to select any column of the selected object. [Format] – date format, for example, “Week” or “Month & Year”. This field is displayed if a date value is selected in the [Column] field. For example, to calculate the number of completed activities by week, specify “Week” in the [Format] field and “Due” in the [Column] field (Fig. 288). Fig. 288 Setting up the [How to group] detail for a chart 338 Analytics setup How to sort [Sort by] – sort order. For example, to sort employees in alphabetical order on the “Activities by owner” chart, select “By grouping field”. To sort employees by number of activities, select “By resulting data”. [Sort order] – values display order, for example, the alphabetical order or reverse alphabetical order (Fig. 289). Fig. 289 Setting up the [How to sort] detail for a chart How to filter Use this detail to specify conditions for selecting the data based on which the chart is built. For example, to create a chart that displays how contacts were added within the specified time period, specify the needed period in the filter conditions, for example, “Created on = Current month” (Fig. 290). Fig. 290 Setting up the [How to filter] detail for a chart The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to connect section data [Connect ... object with ... section by field] – fill in the field if you want to display the data with respect to the filters set up for the section. If you leave this field empty, the filters applied in the section will not be considered when building the chart. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The chart is built based on the records of the section it is added to (chart object corresponds to section object). For example, there is an “Activities by owner“ chart added to the [Activities] section to display number of activities by owner. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 291), the chart will only be built based on the records that correspond to the filter conditions specified in the section. For example, if you set up a “Completed activities“ folder, then when you select this folder the chart will display the information related to the completed activities only. Or, if you bpm’online sales 339 User guide select a certain time period, it will display the information related to the activities within that time period only. Fig. 291 Connecting a chart to a section by the “Id“ field b. If you leave the connection field blank, then the chart will display the information for all section records, regardless of the filter conditions set. 2. The chart is built based on the data from other section (chart object does not correspond to section object). For example, there is an “Activities by owner“ chart added to the [Contacts] section to display number of activities by owner. Then, in the the object connection field, you can select a column from the available list of columns used to connect a chart object with a section object. a. If you select a column, the chart will only be built based on the records that correspond to the filter conditions specified in the section. For example, you can select the “Owner“ column for the “Activities by owner“ chart (Fig. 292). Then, if you set a filter in the [Contacts] section, the chart will only display the information related to the activities whose owners are displayed in the section. Or you can select the “Author“ column – in this case, the chart will only display the information related to the activities added by the specified employees. Fig. 292 Connecting a chart to a section by the “Owner“ field b. If you leave the connection field blank, then the chart will display the information for all object records used to build the chart, regardless of the filter conditions set. c. The field will also be left blank if the chart data is not connected to the data of the section it is added to. For example, when the “Activities by owner“ chart is added to the [Knowledge base] section. What to display [Style] – fill color of the dashboard component title and diagram elements. [X-axis label], [Y-axis label] – X and Y axes labels that will be displayed on the chart. These fields are only displayed for the charts that contain axes (“spline”, “line”, “area chart”, “scatter chart”) (Fig. 293). 340 Analytics setup Fig. 293 Setting up the [How to display] detail for a chart DISPLAYING SEVERAL SERIES ON A CHART You can show several sets of data called series. For example, you can display meetings and calls of the company employees on separate series (). Fig. 294 The example of chart with two series To add a series to the chart: 1. In the button menu of the chart setup page, select the [Add series] command. Fig. 295 Adding a new series on the chart 2. On the added tab, fill out the needed fields and save the page. 3. Save the chart setup page and the dashboard setup page that contains the chart. As a result, the chart will display the data series added. To delete a series: 1. Go to the tab of the series you want to delete. 2. In the button menu of the chart setup page, select the [Delete series] command (Fig. 296). bpm’online sales 341 User guide Fig. 296 Deleting a data series from chart 3. Save the chart setup page and the dashboard setup page that contains the chart. As a result, the series will be removed from the page. SETTING UP THE “INDICATOR” DASHBOARD COMPONENT To set up an “Indicator” dashboard component, use the indicator setup page. To create an indicator, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] - system object whose data must be displayed in the indicator. [Function] – value that should be shown on the chart. The following values can be displayed: • “count” – number of object records, for example, total number of contacts registered in the system. • “sum” – sum of values by column, for example, total duration of employees' calls. • “average”, “minimum”, “maximum” – respective values by column, for example, average duration of employees' calls. [Column] – column to be used in the calculation. The value list includes the numeric columns and date columns. For example, specify the “Duration (minutes)” value to calculate the average duration of calls by managers (Fig. 297). This field is not displayed if the “count” value is selected in the [Function] field. Fig. 297 Setting up the [What to display] detail for an indicator How to filter Use this detail to specify conditions for selecting the data to be displayed in the indicator. For example, to display the average duration of calls made by employees for the previous month only, specify the time period in the filter conditions: “Paid on = Previous month” (Fig. 298). 342 Analytics setup Fig. 298 Setting up the [How to filter] detail for an indicator The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. How to connect section data [Connect ... object with ... section by field] – fill in the field if you want to display the data only for selected records within the section. If you leave this field empty, the filters applied in the section will not be considered when calculating the indicator value. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The indicator value is calculated based on the records of the section it is added to (indicator object corresponds to section object). For example, there is a “Number of activities“ indicator added to the [Activities] section. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 299), the indicator will only be calculated based on the records that correspond to the filter conditions specified in the section. For example, if you set up a “Completed activities“ folder, then when you select this folder the indicator will display the number of the completed activities only. Or, if you select a certain time period, it will display the number of activities within that time period only. Fig. 299 Connecting an indicator to a section by the “Id“ field b. If you leave the connection field blank, then the indicator will display the information for all section records, regardless of the filter conditions set. 2. The indicator is calculated based on the data from other section (indicator object does not correspond to section object). For example, there is a “Number of activities“ indicator added to the [Contacts] section. Then, in the the object connection field, you can select a column from the available list of columns used to connect an indicator object with a section object. a. If you select a column, the indicator will only be calculated based on the records that correspond to the filter conditions specified in the section. For example, you can select the “Owner“ column for the “Number of activities“ indicator (Fig. 300). Then, if you set a filter in the [Contacts] section, the indicator will only display the number of the activities bpm’online sales 343 User guide whose owners are displayed in the section. Or you can select the “Author“ column – in this case, the indicator will only display the number of activities added by the specified employees. Fig. 300 Connecting an indicator to a section by the “Owner“ field b. If you leave the connection field blank, then the indicator will display the information for all object records used to calculate the indicator, regardless of the filter conditions set. c. The field will also be left blank if the indicator data is not connected to the data of the section it is added to. For example, when the “Number of activities“ indicator is added to the [Knowledge base] section. What to display [Style] – fill color of the indicator. [Font size] – font size of the digit displayed in the indicator, for example, “Default” or “Large”. [Format] – the display format for the indicator. The display format is set up in the additional window (Fig. 301). To open the window, click the button of the field. Fig. 301 The indicator display format window [Text] – text displayed in the indicator. For example, if the indicator format should be “Employees – 513”, where 513 is a number of the company employees, enter the following mask value: “Employees – {0}”. If the format should be “513 employees”, enter the mask value: “{0} employees” NOTE If you delete the {0} variable, the numeric value in indicator will not be displayed. To return the variable, clear the field and re-open the window. 344 Analytics setup [Number of digits after decimal point] – accuracy of the fractional part of the numeric indicator. For example, set the “1” value to display the number with one digit after decimal point. To display the digit without the fractional part, set “0”. SETTING UP THE “LIST” DASHBOARD COMPONENT To set up a “List” dashboard component, use the list setup page. To create a list, enter its title and specify conditions based on which it should be built. Save your changes. What to display [Object] – system object whose records must be displayed. [Set up columns] – set up columns that will be displayed in the dashboard component, and their display properties. Setting up columns is performed in the standard way and is described in a separate chapter. [Sorting column] – column by which records will be sorted in the list. You can select columns added on the list columns setup page. [Sort order] – order in which the values are displayed, for example, you can display values of the [Contact name] column in the alphabetical order or reverse alphabetical order. [Number of records] – number of records that will be displayed in the list (Fig. 302). Fig. 302 Setting up the [What to display] detail for a list How to filter Use this detail to specify conditions for selecting the data to be displayed in the list. For example, to display information about your company employees only, specify “Account = Our company” (). Fig. 303 Setting up the [How to filter] detail for a list The filter is available if the [Object] field is filled in. NOTE Detailed information about the advanced filter can be found in a separate chapter. bpm’online sales 345 User guide How to connect section data [Connect ... object with ... section by field] – fill in the field if you want to display the data with respect to the filters set up for the section. If you leave this field empty, the filters applied in the section will not be considered when building the list. The field is displayed if the [Object] field is filled in, but it is not displayed in the [Dashboards] section. This field can be used in a number of ways. 1. The list is built based on the records of the section it is added to (list object corresponds to section object). For example, there is an “Overdue activities“ list added to the [Activities] section. In this case, only the [Id] column will normally be available for the object connection field. a. If you select the [Id] column in the field (Fig. 304), the list will only be built based on the records that correspond to the filter conditions specified in the section. For example, if you set up a “Meetings“ folder, then when you select this folder the list will display the activities only of the specified category only. Or, if you select a certain time period, it will display the activities within that time period only. Fig. 304 Connecting a list to a section by the “Id“ field b. If you leave the connection field blank, then the list will display the information for all section records, regardless of the filter conditions set. 2. The list is built based on the data from other section (chart object does not correspond to section object). For example, there is a “Number of activities“ indicator added to the [Contacts] section. Then, in the the object connection field, you can select a column from the available list of columns used to connect a list object with a section object. a. If you select a column, the list will only be built based on the records that correspond to the filter conditions specified in the section. For example, you can select the “Owner“ column for the “Overdue activities“ list (Fig. 305). Then, if you set a filter in the [Contacts] section, the indicator will only display the number of the activities whose owners are displayed in the section. Or you can select the “Author“ column – in this case, the list will only display the activities added by the specified employees. Fig. 305 Connecting a list to a section by the “Owner“ field b. If you leave the connection field blank, then the list will display the information for all object records used to build the list, regardless of the filter conditions set. 346 Analytics setup c. The field will also be left blank if the list data is not connected to the data of the section it is added to. For example, when the “Overdue activities“ list is added to the [Knowledge base] section . What to display [Style] – fill color of the dashboard component title and values of the additionally displayed columns. SETTING UP THE “WIDGET” DASHBOARD COMPONENT [Module] – widget module to be dislayed on the dashboard. [Module parameters] – parameters to be passed to the selected module. NOTE Widget is added by a developer. bpm’online sales 347 User guide THE MS WORD PRINTABLES SETUP You can use the MS Word printables to create documents based on the section records. In particular: • printables of the [Contacts] enable you to print contact summaries; • printables of the [Activities] section can be used to print out emails, minutes of meetings, etc. Creating a printable involves several steps: 1. Registration of a new printable in the [Printables] lookup. At this stage you need to define a section where the new printable will be used. Besides that, it is necessary to create a list of data columns that will be used in the printable. 2. Downloading a printable template and editing it in MS Word. Here you can set up print form appearance: page layout, text formatting, tables, etc. To edit the printable template in MS word, you will need to install the bpm’online plug-in for MS Word. CONTENTS • Installing bpm’online plug-in for MS Word • Registering the MS Word printable • Setting up the MS Word printable template • Print forms FAQ VIDEO TUTORIALS • Setting up MS Word printables in bpm’online INSTALLING BPM’ONLINE PLUG-IN FOR MS WORD Before installing the bpm’online plug-in for MS Word, make sure that your computer runtime environment meets the plug-in software requirements. RUNTIME ENVIRONMENT REQUIREMENTS Operating system (32-bit and 64-bit editions are supported): • Windows 7 or higher ATTENTION! The MS Word plug-in requires .NET Framework version 4.0 or higher. You can download .NET Framework free from the Microsoft website. Software application of the plug-in: • MS Word 2010; • MS Word 2013; • MS Word 2016; ATTENTION! MS Word 2003 and MS Word 2007 are not supported. BPM’ONLINE MS WORD PLUG-IN INSTALLATION PROCEDURE 1. Make sure that the MS Word application installed on your computer is closed. 2. Install the following third party applications required for running the plug-in: • Primary Interop Assemblies Redistributable (setup file: PIARedist.exe); 348 The MS Word printables setup • WCF Data Services (setup file: WcfDataServices.exe); • Visual Studio Tools for Office Runtime Redistributable (setup file: vstor_redist.exe). These files are supplied along with the bpm’online. You can also download them from the Microsoft website. 3. Install the the bpm’online plug-in for MS Word (setup file: Bpmonline MS Word Report Designer.msi) supplied along with the bpm’online. You can also install all the listed applications at once by running the Bpmonline MS Word Report Designer.exe installation file. All files of the additional applications must be in the same folder with the installer file. VIDEO TUTORIALS • Setting up MS Word printables in bpm’online REGISTERING THE MS WORD PRINTABLE A new printable is added in several steps. The first step is registering a new printable in the [Printables] lookup. Then you will need to set the data that will be included in the printable by selecting corresponding columns of the system objects. You can add simple data, such as a name of the selected contact or a date of the activity, as well as table data, such as a list of tasks connected to an account. Boolean fields, such as the [Do not use phone] checkbox, can also be added to the printable. Use special macros to set up the appearance of the boolean field values in the print form. Working with macros is covered in the Development Guide. 1. REGISTERING A PRINTABLE To register a printable: 1. Open the system designer and click the [Lookups] link in the [System setup] navigation block. 2. Open the [Printables] lookup. 3. Select the [MS Word] command in the [Add] button menu (Fig. 306). Fig. 306 Adding an MS word printable 4. Enter the name of the printable. 5. Select the section where a printable will be available. For example, to add an activity printable, specify the [Activities] section. bpm’online sales 349 User guide 6. Select the [Show in section] and/or [Show in card] checkboxes. 7. Save the printable card. 2. ADDING DATA TO A PRINTABLE To add data to a printable: 1. In the MS Word printable card, click the [Set up list of fields] button (Fig. 307). Fig. 307 Configuring the list of fields for the printable 2. In the [Available columns] area of the opened window, select an object whose columns should be added to the printable. For example, to add information about an activity, select the “Activity” object. Select the “Contact” object in order to add information about a contact connected to the activity. As a result, in the central part of the window, a list of columns for the selected object will be displayed. 3. Double-click a column in the columns area to add it in the [Selected columns] area. You can also add a column by selecting it in the columns area and clicking the button. For example, to display an owner name in the document printable for minutes of meetings, you should add the [Address] column (Fig. 308). 350 The MS Word printables setup Fig. 308 Adding columns to the printable 4. Add all necessary columns to the [Selected columns] area and click [OK]. 5. Save the printable card. As a result, the list of fields for the printable will be created from the selected columns. 3. ADDING THE TABLE DATA TO A PRINTABLE You can also add data that will be used for creating tables in the printable. To do this: 1. In the MS Word printable card, go to the [Tables of printable] tab (Fig. 309). Fig. 309 Switching to the [Tables of printable] tab 2. Click the [Add] button. 3. Fill out the table data card (Fig. 310): bpm’online sales 351 User guide Fig. 310 Adding table data to the printable a. In the [Object] field, select an object whose data will be used to create a table. For example, select the “Activity participant” object to add a table containing a list of activity participants to the contract. b. Specify a caption to identify this table. Fields of this table will be added to a group with the specified name. c. Select the [Hide the table if it is empty] checkbox if necessary. 4. Click the [Set up list of fields] button (Fig. 310). 5. Set up the list of columns for the table (Fig. 311). 352 The MS Word printables setup Fig. 311 Setting up table columns a. In the [Available columns] area, select an object whose columns should be added to the table. As a result, a list of columns for the selected object will be displayed in the central part of the window. b. Double-click a column in the columns area to add it in the [Selected columns] area. You can also add a column by selecting it in the columns area and clicking the button. c. Add all necessary columns to the [Selected columns] area and click [OK]. d. If necessary, use the and buttons to define the order of columns in the table. 6. If necessary, specify the sorting of records: Fig. 312 Sorting table records in the printable a. Select a column that should be used for sorting. bpm’online sales 353 User guide b. In the menu of the [Sort] button, select the order direction (“Ascending” or “Descending”). For example, you can sort a list of activity participants in the alphabetical order. 7. If necessary, go to the [Table filter] tab and create the filter whose conditions will define which records will appear in the table. For example, you can specify the company employees only (Fig. 313). Fig. 313 Filtering records in a table 8. Save the table data card. As a result, the printable can contain data that can be used for creating tables with multiple rows. Each record on the [Tables of printable] tab is a separate table that can be added in the printable template. SEE ALSO • Setting up the MS Word printable template VIDEO TUTORIALS • Setting up MS Word printables in bpm’online SETTING UP THE MS WORD PRINTABLE TEMPLATE You can customize the appearance of a printable by editing the standard MS Word template. Click the [Download template] button in the [Printables] lookup window or the [Download template] button in the printable card in order to download the printable template. The bpm’online printable builder plug-in for MS Word must be installed in order to work with the printable templates. To upload the customized file to the system, click the [Upload template] button in the [Printables] lookup window or in the printable card. SAVING THE MS WORD PRINTABLE TEMPLATE 1. Open the system designer and click the [Lookups] link in the [System setup] navigation block. 2. Open the [Printables] lookup. 3. Select a printable from the list and click the [Download template file] button (Fig. 314). 354 The MS Word printables setup Fig. 314 Downloading the MS Word printable template As a result, an MS Word template of the printable will be downloaded. EDITING THE MS WORD PRINTABLE TEMPLATE 1. Open the downloaded template file in MS Word. 2. Click the [Connect] button on the bpm’online plug-in toolbar (Fig. 315). 3. Log in to the system with your bpm’online credentials. Fig. 315 Connecting the MS Word printable plug-in to bpm’online As a result, a list of columns for the selected printable will be displayed in the right part of the MS Word window. bpm’online sales 355 User guide ADDING FIELDS TO THE TEMPLATE Prior to adding fields to a template, you should create a list of fields of the printable in the printable card. You can add fields to a printable after its registration. In the template, the printable fields are given as the MS Word fields. When the printable will be generated, the field will contain data from the corresponding system record. The list of available fields is displayed in the [Fields of printable...] window (Fig. 316). Quick addition of all fields to a template To add all fields to a template, drag a group of fields to the template page (Fig. 316). Fig. 316 Adding a field group to a template As a result, all fields and names of the corresponding bpm’online columns will be added to the template in the following format: “Column name: Field” (Fig. 317). Fig. 317 A printable template with a field group added You can use the standard MS Word tools to customize the added fields. Adding individual fields to a template: 1. To add data to the template, drag the corresponding field on the page (Fig. 318). 356 The MS Word printables setup Fig. 318 Adding one field to the printable template 2. As a result, a field will be added on the page. When the printable is generated, the field will contain data from the corresponding system record in bpm’online. 3. Add all other necessary fields as well as the text in the printable (Fig. 319). Fig. 319 A printable with fields added and the static text 4. Save the printable template. ADDING TABLE DATA TO A TEMPLATE Prior to adding tables to a template, add the table data on the [Tables of printable] tab of the printable card. Quick addition of a table to a template To add all table columns to a template, drag a group of table fields to the template page (Fig. 320). bpm’online sales 357 User guide Fig. 320 Adding all table columns to the template As a result, the template will contain the table with all columns from the selected group. Captions of table columns will correspond to the captions of columns in the system. Fig. 321 A printable template with the built-in table You can use the standard MS Word tools to customize the added table. The text in captions of the table columns can be edited. Fields placed in table cells determine the data that will be displayed in the column. Add individual columns: 1. Add a simple table with the required number of columns on the template page. Each column must comprise a caption and one row (Fig. 322). Fig. 322 Adding a table to the template manually 2. Enter the text of the column captions (Fig. 323). Fig. 323 A table with static captions of columns 358 The MS Word printables setup 3. Drag a column caption to an empty cell of the table which should display the data from this column (Fig. 324). Fig. 324 A table with fields added 4. Set up the template appearance of by placing the table in the right part of the file (Fig. 325). Fig. 325 Setting up template appearance 5. Save the printable template. In the generated printable, fields of the table will contain data from the system. Number of rows in the table will correspond to the quantity of records. UPLOADING AN UPDATED TEMPLATE TO BPM’ONLINE 1. Open the system designer and click the [Lookups] link in the [System setup] navigation block. 2. Open the [Printables] lookup. 3. Double-click the printable whose template you want to upload. 4. In the opened printable card, click the [Upload template] button (Fig. 326). bpm’online sales 359 User guide Fig. 326 Downloading the MS Word printable template 5. Select the previously saved template. 6. Save the printable card. As a result, a new template will be used the next time when a printable is generated. SEE ALSO • Registering the MS Word printable PRINT FORMS FAQ • Which file formats are supported by bpm’online printables? • I have installed the bpm’online plug-in for MS Word. What next? WHICH FILE FORMATS ARE SUPPORTED BY BPM’ONLINE PRINTABLES? The printables are used for generating printed documents based on the data from section records. By default, the printables are generated in .DOCX format for MS Word. You can also choose to generate PDF documents. To change the format, open the needed printable in the [Printables] lookup and select the [Convert to PDF] checkbox. I HAVE INSTALLED THE BPM’ONLINE PLUG-IN FOR MS WORD. WHAT NEXT? The bpm’online plugin for MS Word is used for editing templates for printables. Before you can use the plugin, go to the [Printables] lookup and add a new printable (or open an existing MS Word printable). Click the [Download the template] button and save the template file. Open the template file in MS Word and use the bpm’online plug-in options to connect to bpm’online with your regular bpm’online login credentials. Template editing options will become available in MS Word. When you are done editing the template, use the [Upload template] button in the [Printables] template to upload the modified template. VIDEO TUTORIALS • Setting up MS Word printables in bpm’online 360 The MS Word printables setup bpm’online sales 361 User guide WORKPLACES SETUP The sets of sections displayed on the bpm’online side panel for different user groups (roles) are called workplaces. You can set up any workplace by creating a list of sections that are necessary for the users in their everyday work. The sections that are not included in it will be hidden from the main application menu. The list of available workplaces may vary depending on the user group. For example, a [Communications] workplace may include [Activities], [Calls] and [Feed] sections to be available for all system users, and a [Supervisor] workplace may include [Process log] and [Dashboards] sections to be available for the system administrators group only. Access to the workplaces does not affect the access to the system. The full set of bpm’online sections, including the sections not included in any workplace, will still be available on the application home page. OPENING THE SETUP WINDOW 1. Open the system designer by clicking the button in the top right corner of the application. 2. Click the [Workplace setup] link in the [Interface setup] navigation block. SETTING UP THE WORKPLACE LIST On the workplace setup page (Fig. 327), you can view the list of available workplaces, add new ones, delete or edit the existing ones. You can also specify access rights to any workplace for different organizational user roles. Fig. 327 The workplace list page To set up a sequence of workplaces, select the required record and move it up or down by clicking the or buttons (Fig. 328). 362 Workplaces setup Fig. 328 Changing the workplace position in the list SETTING UP A NEW WORKPLACE Workplace setup page is used to add a new workplace or edit an existing one. To add a new workplace, use the [Add user workplace] button (Fig. 329). Fig. 329 Adding a new workplace To edit an existing workplace, select it in the workplace list and click [Open] (Fig. 330). Fig. 330 Editing a workplace The workplace setup page (Fig. 331) will open. bpm’online sales 363 User guide Fig. 331 The workplace setup page [Name] – name of the workplace, for example, “Main”. Sections Use the toolbar on the SECTIONS detail, to set up the list of sections to be included in the workplace. Click the [Add] button on the detail toolbar to open the window (Fig. 332) that is used to add sections to workplace. 364 Workplaces setup Fig. 332 Adding sections to a workplace In the window, select the needed sections and click [Select]. To remove a section from a workplace, select the required record in the block and click [Delete] in the [Actions] button menu. The sequence of the records in the SECTIONS detail is the sequence in which the sections will be displayed in the side panel of the application. To move the required detail record up or down, select it and click the or buttons. User groups The USER GROUPS detail displays organizational user roles that the workplace is available for. Adding and deleting organizational user roles is identical to adding and deleting sections in the SECTIONS detail. NOTE The changes will be applied after the user for whom the workplace has been created logs in the next time. bpm’online sales 365 User guide LOGO CUSTOMIZATION On the logo customization page, upload the logo of your company in bpm’online (Fig. 333). Fig. 333 Example of logo customization on the main page To start the customization, open the system designer by clicking the button at the top right corner of the application. Then click the [Logo customization] link in the [Interface setup] block. ATTENTION! You can customize the logo only if you have the right to perform the "Access to logo customization" system operation (CanManageLogo). Login page logo Logo that is displayed on the login page. Recommended resolution: 61x310 pixels. The image is saved in the "Logo" system setting (LogoImage). Main page logo Logo that is displayed on the main page and on the system designer page. Recommended resolution: 37x274 pixels. If you upload a larger image, it will be scaled. The image is saved in the "Logo in main menu" system setting (MenuLogoImage). Upper panel logo Logo that is displayed at the top right corner of the page when working in sections. Recommended resolution: 27x127 pixels. If you upload a larger image, it will be scaled. The image is saved in the "Upper panel logo" system setting (HeaderLogoImage). The recommended image format – PNG. Other standard image formats supported by your browser are also available. ATTENTION! The logo settings are applied to all users of the system. 366 Color customization COLOR CUSTOMIZATION On the color customization page, change the color of the side panel in bpm’online (Fig. 334). Fig. 334 Example of side panel color scheme To start the customization, open the system designer by clicking the button at the top right corner of the application. Then click the [Color customization] link in the [Interface setup] block. ATTENTION! You can customize the color only if you have the right to perform the "Access to color customization" system operation (CanManageSectionPanelColorSettings). Section panel Main background color of the section panel. The value is saved in the background "Section panel background" system setting (SectionPanelBackgroundColor). Text in section panel Main color of all section headings in the section panel. The value is saved in the "Text in section panel" system setting (SectionPanelFontColor). Selected section Background color of the selected section in the section panel. The value background is saved in the "Selected section background" system setting (SectionPanelSelectedBackgroundColor). Text in selected section Heading color of the selected section in the section panel. The value is saved in the "Text in selected section" system setting (SectionPanelSelectedFontColor). The system also saves the default color settings. If necessary, you can restore them by clicking the corresponding button. ATTENTION! The color settings are applied to all users of the system. bpm’online sales 367 User guide IMPORT AND SYNCHRONIZATION CONTENTS • Data import • IMAP/SMTP email integration • Integration with MS Exchange • Integration with Google services • Integration with social networks • Synchronization of user accounts and roles with LDAP 368 Data import DATA IMPORT Use DATA IMPORT in bpm'online to add large numbers of records. Upload data into the system in the process of import. You can add customer databases, lists of products, lookup records and other data in a matter of minutes using .xlxs files. Use data import to polulate your database with records before you start working with bpm'online or update existing records. ATTENTION We recommend you to import data after you set up the permissions in the system, since imported records will be assigned default permissions. Use the data import wizard to upload data to the system in three simple steps: 1. Select a file to import and the object where you wish to import the data. You can select any section or lookup object. 2. Specify the column mapping. 3. Select the columns for the duplicate search during data import. To avoid errors, prepare the import file according to the recommendations in this article. CONTENTS • How to prepare a file • How to import a customer database • How to import contact communication options • How to import contact addresses • How to update product prices • How to update information about the product availability? • Universal import from Excel FAQ VIDEO TUTORIALS • Universal import from Excel to bpm’online HOW TO PREPARE A FILE To successfully upload data, make sure the file meets the following criteria: • The file is in *.xlsx format. • The file is not damaged. • The file does not contain active hyperlinks. Disable all active hyperlinks in the file before importing. • The file contains the correct column captions and data. • The file contains no additional data except for the column titles in the first row. • The file contains no more than 50,000 strings. The limit for the number of strings in the imported file is not a fixed value and may change depending on the number of columns and information volume specified as column values. Follow these recommendations while entering values in the columns of the imported file: • Make sure that the cell formats in the file correspond to the columns in bpm'online. For example, for the [Full name] column, specify "Text" format, and for the [Start] column, specify "Date" format. bpm’online sales 369 User guide • If you are importing website addresses, social network page addresses or any other URLs, they must not be active hyperlinks. Disable all active hyperlinks in the file before importing. • Specify one of the following date formats for the values: MM-DD-YYYY; MM.DD.YYYY; MM/DD/YYYY; where MM is for month, DD is for day and YYYY is for year. • If you import a value to the date/time column, specify the time after the date using a space. Below are examples of correct date/time values in the Excel file. 01.31.15 2:01:00 PM 01.31.2015 14:02:00 01/31/2015 2:03:00 PM 01/31/2015 14:04:00 01-31-2015 2:05:00 PM 01-31-2015 14:06:00 1.31.2015 2:07:00 PM 01.31.2015 02:08:00 PM 01.31.2015 02:09:00 pm 01.31.15 02:10:00 AM • The values of Boolean fields, such as [Do not use email] must be specified in one of the following formats: true/false 1/0 • Specify the values in the required fields. For example, specify the [Full name] field for contacts and the [Name] field for accounts. The exceptions are the required fields, which are automatically filled in by default, such as the [Status] and the [Owner] fields. If you leave these fields blank, they will be automatically filled in with default values. for example, the [Status] and the [Owner] fields. • Please note when importing data to lookup fields, any values that do not exist in the corresponding bpm'online lookups will be added there automatically. When checking the values, the opening and closing spaces and letter case are not taken into account, while special characters are important. For example, if the imported file has the "customer" value and the [Contact types] lookup contains the "Customer" value, new values will not be added to the lookup during import and the record will be linked to the existing value. However, if the “Client” contact type is specified in the import file, a new “Client” value will be added to the lookup. To avoid duplicates in the system lookups, check the lookup values in the imported file. NOTE Before adding an import file, please ensure that all plugins are disabled in your browser. Certain plugins may cause errors during the import process. SEE ALSO • How to import a customer database VIDEO TUTORIALS • Universal import from Excel to bpm’online 370 Data import HOW TO IMPORT A CUSTOMER DATABASE Let's take a look at the procedure for importing customer database from an Excel file. To import customer data: 1. Open the system designer by clicking the button in the top right corner of the application. 2. Click [Data import] in the [Import and integration] block. A data upload page will open in a new tab of your browser. UPLOADING A FILE The first page of the wizard is designed to upload an Excel file and select the section or lookup that the data will be imported to: 1. Click the [Select file] button and choose the Excel file containing your customer database. You can also drag-and-drop the file. NOTE File format and volume validation is performed at this stage. 2. Click the [Contact] button to upload the data to the [Contacts] section (Fig. 335). Fig. 335 Selecting object for import Click the [Next] button. NOTE Before loading a file, please ensure that all plugins are disabled in your browser. Certain plugins may cause errors during the import process. HOW TO MAP COLUMNS In the next wizard step, you need to specify the column mapping in your file. Match columns in the selected bpm’online object to the columns in the imported file. As a result: bpm’online sales 371 User guide • If the name of the column in the file corresponds to the name of the column in bpm'online, the system maps the column automatically. For example, if the name of the contact in your file is entered in the "Full name" column, the system will automatically map the [Full name] column on the contact page in bpm'online. Automatic mapping is performed for the columns of the main object. • If the column name in the file differs from the column name in bpm'online, you need to perform column mapping manually. For example, if the imported file contains the contact’s employer in the "Company" column, you need to manually map the "Company" Excel column to the [Account] columnof the [Contact] object in bpm’online. To do this, click the [Select column] link (Fig. 336) and select the [Account] column from the list of contact columns. Fig. 336 Selecting a column for mapping Importing additional information When importing contacts and accounts, you can also upload additional details of the objects, e.g., records from the [Communication options] and [Addresses] details. Use this feature if you need to upload multiple addresses or different communication options of one type, for example, two mobile phone numbers. NOTE Please note that the communication options and addresses can be imported either to the main object columns or to the details. When importing to the main object columns, this data will also be saved in the details. By importing only to the primary object columns you can upload only one communication option and address of each type from the list of available ones. The columns that correspond to the main object columns can be used for the duplicate search during import. When mapping [Communication options] and [Addresses] detail, click the [Additional contact details] and select the required column (Fig. 337). 372 Data import Fig. 337 Selecting a column to correspond to the [Communication options] and [Addresses] details NOTE In bpm'online you can only import an address of one type in the [Addresses] detail. Click the [Next] button to start importing the file. NOTE If the data is imported to the [Accounts] section, and the “Primary contact” column is filled in, the [Career] tab of the [Job] tab will be filled in automatically. DUPLICATE PARAMETERS Use the [Duplicate management] page to specify duplicate search parameters. If duplicate records are found in the import file, only the first record will be uploaded. Duplicates will not be imported. You can perform a duplicate search by the values of one or several columns. NOTE Please note that the columns of the main object are used for duplicate search during account and contact import. To use a column for duplicates search during import, select the checkbox for this column on the [Duplicate management] page of the Import Wizard. If you select several columns, they will be joined using the "AND" logical operator, which means that duplicate records will have similar values in both selected columns. For example, you can select the [Full name] and [Email] columns for duplicate search (Fig. 338). If several contacts are found with the same full name and email address, only one of them will be uploaded into the system. bpm’online sales 373 User guide Fig. 338 Setting duplicates search rules while importing NOTE Use the duplicate search while importing to update existing data in the system. For example, use import to update phone numbers for multiple contacts. To do this, set the duplicates search so that Contacts in the import file are identified as duplicates of the corresponding bpm’online contacts. As a result, new contacts will not be created and existing contacts will be updated with values (such as phone numbers) from the corresponding records in the excel file. Any fields that are left blank in the imported file, will not affect data in bpm'online. UPLOADING DATA Click the [Start data import] button after specifying columns in which to search for duplicates. The import will start. You can close the page after the import has started. The import will proceed in background mode. After the import is completed, you will receive a confirmation message with the number of uploaded records. You will also receive a system notification with file name and the number of imported records in the notification center. NOTE View information about errors during import in the [Excel import log] lookup. This lookup contains data about those records that were not imported. Check the import result in the [Contacts] section. You can go to the list of imported records from the “import finished” message. All imported records will be automatically tagged with the time and date of import. Later you will be able to easily find all imported records, using a filter by the corresponding tag. NOTE You can tag the imported records and transition to their list only in the section is selected as import object. Please note that all lookup values that are not found in bpm'online lookups, such as, cities, contact and account types will be added to the corresponding lookups automatically. If you have not specified the values for the auto-fill fields in the imported file, these fields will be filled with the default values in the imported records. SEE ALSO • How to prepare a file VIDEO TUTORIALS • Universal import from Excel to bpm’online 374 Data import HOW TO IMPORT CONTACT COMMUNICATION OPTIONS In addition to the primary contact details of your customers, you can import additional information, such as communication options and addresses. They are located both in the primary object (Contact, Account) and as details on the [General information] tab. • If communication options are contained in the same import file as he primary object records (contacts or accounts), they will be imported along with primary object information. These communication options will be saved both in the primary object (“Contact” or “Account”) and on the [Communication options] detail. In this case, you can upload only one communication option and address of each type. Communication options and addresses that are located in the primary object can be used to search duplicates during import. For more information, please see the Customer base import article. • If communication options and addresses are located in a separate file, they can be imported after importing the customer database. To do this, select “Contact communication option” or “Account communication option” object. Below is an example of communication option import from a single file. Prepare the import file. To do this, enter the full name in the first column, enter communication option type, such as mobile phone in the second column and enter a phone number in the third column. To import several communication options of the same type for a single contact, add a new row for each phone number in the imported file. The records in the [Contact name] column must match the records of the similar column in the customer database file imported earlier. To import the prepared file: 1. Open the system designer by clicking the button at the top right corner of the application window. 2. Click [Data import] in the [Import and integration] block. A data upload page will open in a new tab of your browser. 3. Click the [Select file] button and specify the prepared import file or drag the file directly to the Import Wizard page. 4. Click the [Other] button to select an import file (Fig. 339). Fig. 339 Selecting object for import 5. Select “Contact communication options” from the drop-down list and click the [Next] button. bpm’online sales 375 User guide NOTE If you care importing communication options for the [Accounts] section records, select the [Account communication options] object. 6. In the next wizard step, specify the column mapping in your file. In this case, the “Number” and “Type” columns are mapped automatically, and the “Contact name” column must be mapped to the [Contact] column. NOTE To map the columns in the imported Excel file and bpm’online automatically, make sure that the column titles in the Excel file must match corresponding column names in bpm’online. 7. On the [Duplicate management] page, select the “Contact” and “Number” columns. The selected columns will be used to check if the imported records already exist in the system. Click the [Start data import] button. If you close the page after starting data import, the import will continue in background mode. You will receive a notification from the notification center when the import is complete. Check the import result in the [Contacts] section. SEE ALSO • How to prepare a file • How to import a customer database VIDEO TUTORIALS • Universal import from Excel to bpm’online HOW TO IMPORT CONTACT ADDRESSES Contact records can contain information about several addresses of different types: business, home, delivery, etc. Only one of these addresses can be marked as the primary address and copied to the address column of the [Contact] object. First, prepare the import file. Each row in the Excel file must contain a contact’s full name that must be identical to the full name value of the contact record, one address and its type. Specify country, city and postal code in the separate columns of the imported file (Fig. 340). Fig. 340 An example of Excel file ready for address import The [Primary] checkbox will be selected for the first address record imported. For example, to make legal address the primary one for each contact, sort the rows in the Excel file by the “Address type” column, so that all addresses of the “Legal” type are in the top rows of the file. To import prepared data on the addresses detail: 1. Open the system designer by clicking the button in the top right corner of the application. 2. Click [Data import] in the [Import and integration] block. A data upload page will open in a new tab of your browser. 376 Data import 3. Click the [Select file] button and specify the prepared import file or drag the file directly to the Import Wizard page. 4. Click the [Other] button to select an import file. 5. Click the [Next] button and select “Contact address” object. 6. On the next page, the “Address”, “City”, “Country”, “ZIP/postal code” and “Address type” columns are determined automatically, and the “Full name” column must be mapped to the [Contact] column. Click [Next]. NOTE To map the columns in the imported Excel file and bpm’online automatically, make sure that the column titles in the Excel file must match corresponding column names in bpm’online. 7. Select the [Contact], [Address type] and [Address] columns on the “Duplicate management” page of the Import Wizard. Click the [Start data import] button. The import process runs in background mode. After the import is complete, you will receive a message in the notification center. Check import results. SEE ALSO • How to prepare a file • How to import a customer database VIDEO TUTORIALS • Universal import from Excel to bpm’online HOW TO UPDATE PRODUCT PRICES To update multiple product prices, import data on the [Prices] detail of the [Prices and availability] tab on the product page. To do this, prepare the import file that contains: • Unique codes of products whose prices must be updated. • Currency. • New product prices. • Price list from the prices were acquired. If the same product is part of several price lists, each price list mush have a separate row in the imported file (Fig. 341). Fig. 341 An example of Excel file ready for importing product prices To import data on the [Prices] detail: 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click [Data import] in the [Import and integration] block. A data upload page will open in a new tab of your browser. bpm’online sales 377 User guide 3. Click the [Select file] button and specify the prepared import file or drag the file directly to the Import Wizard page. 4. Click the [Other] button to select an import file. 5. Click the [Next] button and select “Product price” object. 6. On the next page, map all file columns to corresponding bpm’online columns. If the column names in the Excel file are identical to those in bpm’online, the system, will map them automatically. Click the [Next] button. 7. Select the duplicate search parameters: the “Product” (by a unique code) and “Price list” columns. Click the [Start data import] button. You will receive a notification when the import is complete. You can view the results in the [Products] section and the detailed information about the import can be found in the [Excel import log] lookup. SEE ALSO • How to prepare a file VIDEO TUTORIALS • Universal import from Excel to bpm’online HOW TO UPDATE INFORMATION ABOUT THE PRODUCT AVAILABILITY? To add up-to-date information about product availability in warehouses to bpm’online, you can import data to the [Availability] detail of the [Prices and availability] tab on the product page. First, prepare the import file and specify the following: • Unique codes of products whose prices must be updated. • Warehouse where the product is stored. • Number of products available. • If several products were ordered but not paid for, specify their quantity in a separate column. • Quantity of products. In stock. If identical products are stored in different warehouses, then each of them has to be specified in the import file as a separate row. Products with zero availability must also be specified in the import file (Fig. 342). Fig. 342 Prepared import file. To import data from the prepared file to the [Availability] detail, do the following: 1. Open the system designer by clicking the button at the top right corner of the application. 2. Click the [Data import] link in the [Import and integration] block. A data upload page will open in a new tab of your browser. 378 Data import 3. Click the [Select file] button and specify the prepared import file or drag the file directly to the Import Wizard page. 4. Click the [Other] button to select an import file. 5. Select click the [Next] button and select the “Product price” object. 6. On the next page, all names of the file columns must match the names of corresponding bpm’online columns, the system, will map them automatically. Click the [Next] button. 7. Specify the duplicate search parameters: the “Product” (by a unique code) and “Warehouse” columns. Click the [Start data import] button. The import process runs in background mode. After it is completed, you will receive an appropriate notification. The import results can be viewed in the import log or on the [Prices and availability] tab on the product page. SEE ALSO • How to prepare a file • How to update product prices • Universal import from Excel FAQ VIDEO TUTORIALS • Universal import from Excel to bpm’online UNIVERSAL IMPORT FROM EXCEL FAQ • Will the field values be overwritten when I reimport data from Excel? • Why do duplicate records appear after import? • How do I import records to page details? • How do I import products with characteristics? • How do I import leads with customer need types? • The percentage of profile completion displayed in the list after import is incorrect. How can I update it? • How do I update a single column without modifying other columns during import? • How do I import records, view results and then roll back any changes made during the import? • My import file has separate columns for first, last and middle names, while bpm’online has a single [Contact name] field. How do I import contacts? • How do I determine which columns must be in the imported file? WILL THE FIELD VALUES BE OVERWRITTEN WHEN I REIMPORT DATA FROM EXCEL? When you import, bpm’online analyzes the imported file, identifies the columns (using the title row) and then analyzes the data itself. When checking for duplicates, the system used the columns that you selected on the corresponding step of the import wizard. It is recommended to select columns that contain unique values to avoid errors and save the data. If the records are identified as duplicates, all field values from the file will overwrite the current values. Otherwise, the system will create new records with imported values. If the file contains empty values for imported columns, the corresponding field values in bpm’online will not be deleted. bpm’online sales 379 User guide WHY DO DUPLICATE RECORDS APPEAR AFTER IMPORT? During the import process, bpm’online checks imported records for duplicates. To do this, the system uses the columns that you select on the corresponding step of the import wizard. For the records that were identified as duplicates, existing field values will be replaced with those from the imported file (unless the value in the imported file is empty). If you select the columns that contain values that are not unique, duplicate records will not be identified as such. As a result, the system will import the records from the Excel file as new bpm’online records, thus creating duplicates. HOW DO I IMPORT RECORDS TO PAGE DETAILS? To import detail records, click the [Other] button on the first step of the Import Wizard and select the corresponding import object from the lookup, for example, “Noteworthy event” or “Product in opportunity”. HOW DO I IMPORT PRODUCTS WITH CHARACTERISTICS? Unlike communication options and addresses, product characteristics cannot be imported along with the product records. The process is divided into several stages. 1. Import a file with all products and general product information, including the [Name] column, as well as additional [Code] and [Price] columns. 2. Next, fill in the [Characteristics] lookup. If there are only a few characteristics, you can add them manually, by specifying name, type and notes. To import characteristics, select the “Feature” object in the Import Wizard. The table must contain at least two columns: The “Name” column, which will contain the names of all characteristics, and the “Value type” column with values like “String”, “Integer”, “Decimal”, etc. 3. After adding all features to the lookup, you can start importing records on the [Features] detail of the [Products] section. This table must contain separate columns for product name, feature name and feature value. HOW DO I IMPORT LEADS WITH CUSTOMER NEED TYPES? To import leads with the [Customer need] field, add the corresponding column to the imported Excel file. If the customer need column was not automatically mapped by the Import Wizard, you will need to map it manually. The customer need values in the imported Excel file must match the values in the [Need types] lookup. If the values in the imported Excel file are different from those in the lookup, they will be added to the lookup as new values. THE PERCENTAGE OF PROFILE COMPLETION DISPLAYED IN THE LIST AFTER IMPORT IS INCORRECT. HOW CAN I UPDATE IT? The percentage of profile completion is updated when you open the corresponding account or contact page, save a record or modify calculation rules in the corresponding lookup. Because of this, after importing the displayed percentage of profile completion may be out of date. To update the percentage, run the [Update the profile data population] business process. 380 Data import HOW DO I UPDATE A SINGLE COLUMN WITHOUT MODIFYING OTHER COLUMNS DURING IMPORT? To modify values of a single column, add at least one column for connection with section records and duplicate search, and a column with imported data. Any fields that are not represented in the imported Excel file, will not be modified during import. HOW DO I IMPORT RECORDS, VIEW RESULTS AND THEN ROLL BACK ANY CHANGES MADE DURING THE IMPORT? Bpm’online is aimed at data accumulation and analysis. In most cases DBMS functions are used to roll back changes and restore a database to a previous state. There are several options you can use to safely view changes that will be implemented after import: • Test import and settings by importing small batches of data (2-3 records). In this case you can delete imported records to roll back the changes. • You can request a database backup to test and configure the system on a separate site. • You can use development options to implement automatic regular deletion of unnecessary data. MY IMPORT FILE HAS SEPARATE COLUMNS FOR FIRST, LAST AND MIDDLE NAMES, WHILE BPM’ONLINE HAS A SINGLE [CONTACT NAME] FIELD. HOW DO I IMPORT CONTACTS? The [Contact name] column in the [Contact] object is required and must be specified in the imported file. If your imported Excel file has separate columns containing first, last and middle names, perform the following simple steps: 1. Create a “Contact name” column in the imported Excel file. 2. Fill in the “Contact name” column. You can use a simple Excel formula to combine text from several cells into one. 3. Save and import the resulting file. HOW DO I DETERMINE WHICH COLUMNS MUST BE IN THE IMPORTED FILE? If you are unsure which columns the imported file must contain, use one of the options below to resolve the problem. Open the section where you plan to import records, and create a column in your Excel file for each needed section column. Alternatively, download an Excel template that contains all columns of the needed object: 1. Open the System Designer. 2. In the [Admin area] block, click the [Advanced settings] link. 3. In the setup menu, select [Import data]. 4. In the opened window, in the [Object] field, select the object whose records you plan to import, for example, “Contact”, “City” or “Product”. Enter object name or open the lookup window and use its filtering options. 5. Click the [Download template] button. An Excel file containing all columns of the selected object will be downloaded. Required columns will be highlighted in orange, bpm’online sales 381 User guide SEE ALSO • How to prepare a file VIDEO TUTORIALS • Universal import from Excel to bpm’online 382 IMAP/SMTP email integration IMAP/SMTP EMAIL INTEGRATION Bpm'online can integrate with email service providers that support IMAP/SMTP and enable users to send and receive email directly in the system. The list of providers that is obtained after the settings have been made is used when setting up individual mailboxes. NOTE To set up connection parameters for email providers, the user must have the right to run the “Access to workplace "Administration" system operation. To set up system operation permissions, use the [Operation permissions] section. CONTENTS • How to set up an IMAP/SMTP email service provider • How to configure email accounts in bpm’online VIDEO TUTORIALS • IMAP/SMTP email integration HOW TO SET UP AN IMAP/SMTP EMAIL SERVICE PROVIDER To add an IMAP/SMTP email service provider: 1. Got to the [Email] tab of the communication panel. 2. Select the [New account] option in the [Actions] menu. 3. In the provider selection window, click the [Add provider] button (Fig. 343). Fig. 343 Selecting an email provider 4. In the opened lookup window, select [IMAP / SMTP] from the [Add] button menu (Fig. 344). bpm’online sales 383 User guide Fig. 344 Adding a new email provider 5. In the opened card (Fig. 345), enter the email service provider name, for example, “AOL mail”. Fig. 345 The email provider page 6. Specify the email downloading parameters: a. Select the [Download emails using protocol] checkbox. In the protocol field, the IMAP protocol is specified by default. b. Specify the name or IP address of the incoming email server, for example, “imap.aol.com”. c. Enter the port number to connect to the incoming mail server. To receive emails via IMAP by Gmail or Yahoo, port 993 is used. d. If necessary, select the [Use SSL] or [Create encrypted connection (STARTTLS)] checkbox for secure connection. 7. Specify the email sending parameters: a. Select the [Allow sending emails] checkbox. 384 IMAP/SMTP email integration b. Specify the name or IP address of the server for sending emails, for example, “smtp.aol.com”. c. Enter the port number for connecting to the smtp-server. As a rule, the port 465 (if the server supports encryption), 587 or 25 is used. d. Specify the response time from the email send server (by default, 40 seconds). e. If necessary, select the [Use SSL] checkbox for secure connection. 8. Specify the login parameters: a. Select the [Enter name manually] option, if a user must enter their email address and username manually. b. Select the [Use email as username] option, if a portion of the email address before the “@” symbol should be used as a username. For example, for the “[email protected]” email address, the username is “example”. c. Select the [Use email as login] option, if the full email address should be used a username, for example, [email protected]. 9. Select an image file in the [Logo] field to use as the provider logo if desired. 10. Save the page. SEE ALSO • Working with emails • How to configure email accounts in bpm’online VIDEO TUTORIALS • IMAP/SMTP email integration HOW TO CONFIGURE EMAIL ACCOUNTS IN BPM’ONLINE The setup is identical for Exchange and IMAP/SMTP. The setup process is as follows: 1. Got to the [Email] tab of the communication panel. 2. Select the [New account] option in the actions menu. 3. In the provider selection window, select the required provider, for example, "Gmail". 4. Enter the email address and password. NOTE If the 2-step authentication is set up in the Gmail mailbox, set up the application passwords for correct work of this account in bpm’online. If the authorization is successful, the default setup will be created. From the successful registration message or by selecting the account in the button menu, you can navigate to the edit page of the account settings. On the settings page you can specify settings for downloading and sending email messages: 1. Select the [Send messages using mailbox] checkbox, to use this mailbox to send messages. 2. To use a mailbox by default, select the [Use by default when sending] checkbox. In this case, the email address will be selected by default in the [From] field. 3. To display email messages on the communication panel, select the [Download email messages] checkbox. bpm’online sales 385 User guide 4. To automatically download messages, select the [Automatically download new messages] checkbox and specify the synchronization period. 5. Select the [Download all emails from mailbox] option to download all messages from the “Incoming” folder of the mailbox, or the [Download emails from selected folders] option to download messages from selected folders only. 6. If you select the [Download all emails from mailbox] option, specify the message synchronization period in the [Synchronize emails] field. NOTE Anonymous authentication availability depends on the mail server parameters. 7. Save the changes. As a result, a test message will be sent to the specified email address to verify the account parameters. You can then receive and send email messages using this email account. NOTE When configuring a mailbox, Gmail may display a message that the username or password is incorrect. In this case, make sure that your Google account is allowed to access untrusted applications. Read more SETTING UP FOLDERS FOR DOWNLOADING EMAILS If not all messages should be downloaded to bpm’online: 1. Set up folders in your mailbox that will be used for downloading emails to bpm’online. For example, the “Documents” and “Presentations” folders in the Yahoo! Mail mailbox (Fig. 346). Fig. 346 The folder structure in the Yahoo! Mail mailbox 2. In bpm'online go to the [Email] tab of the communication panel, open the action menu and click the previously set up account. You will be transferred to the account settings page. 3. Select the [Download email] checkbox and then click the [download email from the selected folders] option. 4. Click the [+] button to display all selected folders of the currently selected account. 5. On the opened page, select folders whose content must be downloaded to bpm’online (Fig. 347). 386 IMAP/SMTP email integration Fig. 347 Specifying synchronization folders 6. Click the [Save] button. SEE ALSO • Working with emails VIDEO TUTORIALS • IMAP/SMTP email integration bpm’online sales 387 User guide INTEGRATION WITH MS EXCHANGE You can integrate with the MS Exchange service in bpm’online. NOTE Integration with MS Exchange 2010 and higher is supported. Set up the connection parameters so that the users of bpm’online will be able to use the MS Exchange service as an email service provider. The added MS Exchange provider can be used when setting up users' individual mailboxes. NOTE To set up connection parameters for email providers, the user must have the right to run the “Access to workplace "Administration" system operation. To set up system operation permissions, use the [Operations permissions] section. You can also set up the synchronization of bpm’online contacts and activities with MS Exchange contacts and calendar. CONTENTS • Setting up the MS Exchange email service provider • Configuring MS Exchange accounts in bpm’online • Synchronization of the bpm’online contacts with the MS Exchange contacts • Synchronizing the bpm’online calendar with the MS Exchange calendar SEE ALSO • How to configure email accounts in bpm’online VIDEO TUTORIALS • Working with email in bpm'online SETTING UP THE MS EXCHANGE EMAIL SERVICE PROVIDER To add the Microsoft Exchange email service provider: 1. Got to the [Email] tab of the communication panel. 2. Select the [New account] option in the actions menu. 3. In the provider selection window, click the [Add server] button. 388 Integration with MS Exchange Fig. 348 Selecting an email provider 4. In the opened email service provider lookup window, in the [Add] menu, select the [Microsoft Exchange WebServices] option (Fig. 349). Fig. 349 Adding the Microsoft Exchange email service provider 5. In the opened card (Fig. 350), enter the email provider name, for example, “Exchange”. bpm’online sales 389 User guide Fig. 350 The email service provider card 6. Select the [Autodetect] checkbox to make the system able to independently detect the needed server and connect to it. 7. If the system doesn't detect the server, specify its address manually: a. Clear the [Autodetect] checkbox. As a result, the [Server address] field will become available and required. b. In the [Server address] field, enter the Microsoft Exchange server address. 8. Select the [Allow downloading emails] checkbox. 9. Select the [Allow sending emails] checkbox. 10. Specify the login parameters: a. Select the [Enter name manually] option, if a user must enter email address and username. b. Select the [Use email as username] option, if a portion of the email address before the “@” symbol should be used as a username. For example, for the “[email protected]” email address, the username is “example”. c. Select the [Use email as login] option, if the full email address should be used a username, for example, [email protected]. 11. Select an image file in the [Logo] field if you want to set the provider logo. 12. Save the page. As a result, the system users will be able to use MS Exchange server to receive and send emails. In addition, they will be able to synchronize contacts and activities between this server and bpm'online. SEE ALSO • Working with emails • Configuring MS Exchange accounts in bpm’online 390 Integration with MS Exchange CONFIGURING MS EXCHANGE ACCOUNTS IN BPM’ONLINE Setting up the base parameters of the MS Exchange account is identical to setting up the IMAP/SMTP account. You can also set up the synchronization of contacts, tasks, and meetings with MS Exchange for this account. Read more SEE ALSO • How to configure email accounts in bpm’online • Synchronization of the bpm’online contacts with the MS Exchange contacts • Synchronizing the bpm’online calendar with the MS Exchange calendar SYNCHRONIZATION OF THE BPM’ONLINE CONTACTS WITH THE MS EXCHANGE CONTACTS Use the mailbox synchronization setup page to set up the synchronization of the bpm’online contacts with the MS Exchange contacts. To do this: 1. Open the [Contacts] section. 2. In the [Actions] menu, select the [Synchronize contacts]-[Add contact for synchronization] option. 3. Select the MS Exchange email service provider 4. Enter your login and password. Click the [Authorize] button. 5. To add email to the [Communication options] detail, click [Yes]. SETTING UP THE IMPORT OF CONTACTS DURING SYNCHRONIZATION To set up the import of contacts from MS Exchange: 1. Open the [Contacts] section. 2. Select the [Synchronize contacts]-[Set up...] command in the the [Actions] button menu. NOTE The command contains the account name, for example [Set up [email protected]]. 3. On the opened settings page, go to the [Contacts] tab. Select the [Import contacts] checkbox. 4. Select the [Download all contacts] option to import all records from mailbox folders of the “Contacts” type. 5. Select the [Import contacts from the selected folders of MS Exchange] option to import contacts from the selected folders of MS Exchange. Click the button opens the folders list and select the checkboxes next to the required folders. 6. Click the [Save] button on the mailbox synchronization setup page. NOTE If more than one account with the same name is found in the system, the contact will be imported without connection to the account. If an employee that performs the import has the access to one of these accounts, then the contact will be imported with the connection to this account. SETTING UP EXPORT OF CONTACTS DURING SYNCHRONIZATION To set up the export of the bpm'online contacts to MS Exchange: bpm’online sales 391 User guide 1. In the [Contacts] tab of the synchronization with mailbox setup page, select the [Export contacts] checkbox. 2. Select the [All] option to export all contacts to which you have the access. 3. Select the [Selected contacts] option to export only contacts of particular types, or contacts from the specified folders. a. Select the [Employees] and/or [Customers] checkbox to export all contacts of the corresponding types during synchronization (only those contact will be exported to which you do have the access). b. Select the [From folders] checkbox to export contacts included in particular folders, for example, “Employees”. Open the folders list and select the required folders. 4. Click the [Save] button on the mailbox synchronization setup page. NOTE Creating folders is covered in the “Working with folders” chapter. SYNCHRONIZING CONTACTS WITH MS EXCHANGE Contacts can be synchronized between bpm'online and the Exchange server automatically. To enable automatic synchronization, select the [Synchronize contacts automatically] checkbox on the mailbox synchronization setup page. To run the synchronization, go to the [Contacts] section, click the [Actions] button and select the [Synchronize contacts]-[run synchronization]. SEE ALSO • How to synchronize bpm'online contacts with Google contacts SYNCHRONIZING THE BPM’ONLINE CALENDAR WITH THE MS EXCHANGE CALENDAR Use the mailbox synchronization setup page to set up the synchronization of the bpm'online activities with the MS Exchange tasks and appointments. If the account is already registered: 1. Open the [Activities] section. 2. Click the [Actions] button and select the [synchronize activities]-[Set up...] command. 3. Select the [Appointments and tasks] tab and perform the required settings. To set up your account: 1. Open the [Activities] section. 2. In the [Actions] menu, select the [Synchronize activities]-[Add activity for synchronization] option. 3. Select the MS Exchange email service provider 4. Enter your account email and password and click the [Authorize] button. SETTING UP IMPORT OF ACTIVITIES DURING SYNCHRONIZATION To set up the import of the MS Exchange appointments in bpm'online: 1. On the [Appointments and tasks] tab, select the [Import appointments] checkbox. 392 Integration with MS Exchange 2. Select the [Import all appointments] option to import all records from the MS Exchange calendars. 3. Select the [Import appointments from the selected calendars of MS Exchange] option to import records from the selected calendars of MS Exchange. Open the calendar list and select the checkboxes next to required calendars. 4. Select the [Import tasks] checkbox and, if necessary, select folders whose tasks must be imported. 5. Click the [Save] button on the mailbox synchronization setup page. As a result of importing the MS Exchange activities that have the “Appointment” or “Appointment” type, the activities of the “Appointment” category will be added in bpm'online. When importing the MS Exchange activities of the “Task” type, the activities of the “To do” category will be added in bpm'online. In this case, only those tasks whose owner is the bpm'online current user will be imported. The task import is set up in the same way as the appointments import. SETTING UP EXPORT OF ACTIVITIES DURING SYNCHRONIZATION To set up the export of the bpm'online activities to MS Exchange: 1. On the [Appointments and tasks] tab, select the [Export activities] checkbox. 2. Select the [Export all Appointments and tasks] option to export all activities to which you have access. 3. Select the [Export appointments and tasks from selected folders] to export activities only from the selected folders. 4. Click the [Save] button on the mailbox synchronization setup page. As a result, the activities of the “Appointment” type will be created in MS Exchange when exporting tasks with the [Display in calendar] checkbox selected. When exporting tasks with the [Display in calendar] checkbox selected, the activities of the “Task” type will be created in MS Exchange. SYNCHRONIZING ACTIVITIES WITH MS EXCHANGE Activities can be synchronized between bpm'online and the Exchange server automatically. To enable automatic synchronization, select the [Synchronize activities automatically] checkbox on the mailbox synchronization setup page and in the [import activities starting from] field, select the required date. To run the synchronization, go to the [Activities] section, click the [Actions] button and select the [Synchronize activitiess]-[Run synchronization]. SEE ALSO • Synchronizing bpm'online activities with Google calendar bpm’online sales 393 User guide INTEGRATION WITH GOOGLE SERVICES You can synchronize your bpm'online contacts and tasks with the Google contacts and calendar. After the synchronization, the latest modifications in the bpm'online contacts will be transmitted to the Google organizer and vice versa. Integration with Google must be performed for bpm'online deployed on-site. Bpm'online Cloud requires a single authorization when logging in for the first time. CONTENTS • How to set up synchronization for bpm'online cloud • Registering application for synchronization with Google (for on-site users only) • How to set up synchronization of bpm'online contacts and activities with Google contacts and calendar • How to synchronize bpm'online contacts with Google contacts • Synchronizing bpm'online activities with Google calendar • How to configure email accounts in bpm’online VIDEO TUTORIALS • Working with emails in bpm’online HOW TO SET UP SYNCHRONIZATION FOR BPM'ONLINE CLOUD To set up synchronization for bpm'online cloud, do the following: 1. Open the [Contacts] section. Tag the bpm'online contacts that need to be synchronized with Google. A personal tag is used to mark the contacts that need to be synchronized with Google. For example, contacts tagged as "Personal contacts" are to be synchronized with Google. 2. From the [Actions] menu, select the [Synchronize contacts]-[Add account for synchronization] option (Fig. 351). Fig. 351 Specifying synchronization folders 3. Open the [Select service for synchronization] and click the [Gmail] icon (Fig. 352). 394 Integration with Google services Fig. 352 Specifying synchronization folders 4. Allow bpm'online to access your data (Fig. 353). If necessary, enter the login and password for your account. Fig. 353 Allowing access to application 5. Press the [Actions] button and select [Synchronize contacts]-[Set up...] (Fig. 354). bpm’online sales 395 User guide Fig. 354 Setting up property details 6. Define the parameters of synchronization with Google Calendar and Google Contacts. For automatic synchronization of activities, select the [Synchronize activities automatically.] checkbox. select a time interval for automatic synchronization. 7. In the [Synchronize from] field select the date from which you want to synchronize activity. 8. For automatic synchronization of contacts, select the [Synchronize contacts automatically.] checkbox and select a time interval for automatic synchronization. REGISTERING APPLICATION FOR SYNCHRONIZATION WITH GOOGLE (FOR ON-SITE USERS ONLY) On-site users need to register their bpm’online application in Google before synchronization. Registration procedure can be divided into two steps: • First, register a Google account and set it up, enable access for to the Calendar API, and generate the keys (“Client ID” and “Client Secret”) needed for integration. • Second, enter the received “Client ID” and “Client Secret” keys in bpm’online for the values of the [Google Service Access Key] and [Google Secret Access Key] system settings respectively. SETTING UP AN ACCOUNT AND RECEIVING GOOGLE KEYS To configure your Google account: 1. Follow the https://code.google.com/apis/console/ link. 2. Log in to your Google account. 3. From the [Project] menu, select the [Create project] option (Fig. 355). Fig. 355 Creating a new project 396 Integration with Google services 4. Enter the project name and click [Create] (Fig. 356). Fig. 356 Creating a new project 5. In the [Google Apps APIs] group, click [Calendar API] (Fig. 357). Fig. 357 Selecting API to enable access 6. Click [Enable] (Fig. 358). Fig. 358 Activating Calendar API 7. Add [Contacts API] and enable it, just like you did with the [Calendar API]. As a result, the Calendar API is added to the list of available APIs of the project (Fig. 359). Fig. 359 The list of available project API bpm’online sales 397 User guide 8. Specify the information about the product to create the client ID. In the [API Manager] menu, click [Credentials] (Fig. 360). Fig. 360 Opening the credentials setup page 9. Click the [0Auth consent screen] tab (Fig. 361). Fig. 361 Opening the credentials setup page 10. Fill in the [Product name shown to users] field (Fig. 362) and click [Save]. This name will be shown to the users during bpm’online authorization for using Google accounts. Fig. 362 Filling in the [Product name shown to users] field 11. To create an ID, open the [Credentials] tab and in the [Create credentials] menu, select [0Auth client ID] (Fig. 363). 398 Integration with Google services Fig. 363 Creating 0Auth client ID 12. Specify the application type. Select [Web application] (Fig. 364). Fig. 364 Selecting the connection type 13. In the [Authorized JavaScript origins] field, enter your bpm'online website address. 14. In the [Authorized redirect URLs] enter the url of the application to which the data will be sent to. The page address has to contain this prefix “/0/ViewPage.aspx?Id=3b22f0ff-034a-48da- 8758-a0660e5a26ff”. For example, https://bpmonlineapp.com/0/ViewPage.aspx?Id=3b22f0ff- 034a-48da-8758-a0660e5a26ff. ATTENTION For on-site applications, deployed on a dedicated domain and accessible only by a specific IP or from the internal network, enter “localhost” in the [Authorized JavaScript origins] field. In the [Authorized redirect URLs] enter the IP and server port, on which the application is deployed, and a special prefix. For example, ip:port/0/ViewPage.aspx?Id=3b22f0ff-034a-48da-8758-a0660e5a26ff 15. Click [Create]. A pop-up message with your client ID and client secret will be displayed. 16. Enter your Google keys in the corresponding system settings in bpm'online. bpm’online sales 399 User guide HOW TO ENTER A GOOGLE KEY INTO BPM’ONLINE Second, enter the received “Client ID” and “Client Secret” keys in bpm’online for the values of the [Google Service Access Key] and [Google Secret Access Key] system settings respectively. To do this: 1. Open the bpm’online application. 2. Open the system designer by clicking the button in the top right corner of the application. 3. Click the [System settings] link in the [System setup] block (Fig. 365). Fig. 365 The [System settings] section 4. Select the [Google Service Access Key] system setting in the list and click [Open]. 5. In the [Default value] field of the system setting card, enter the “Client ID” key (the text in the [Here is your client ID] field of the Google message) you received during the bpm’online registration in Google and click [Save] and then [Close]. 6. Select the [Google Service Access Key] system setting in the list and click [Open]. 7. In the [Default value] field of the system setting card, enter the “Client secret” key (the text in the [Here is your client secret] field of the Google message) you received during the bpm’online registration in Google and click [Save] and then [Close]. As a result, users will be able to synchronize their tasks and contacts with their Google calendar and Google contacts. HOW TO SET UP SYNCHRONIZATION OF BPM'ONLINE CONTACTS AND ACTIVITIES WITH GOOGLE CONTACTS AND CALENDAR To enable synchronization setup of Google contacts and calendar with bpm’online contacts and activities, the synchronization must be set up beforehand. An example of setting up synchronization in the section is given below. 1. Open the [Contacts] section. 2. Create a private tag to be used for synchronization, for example, “Google synchronization”. 3. Press the [Actions] button and select [Synchronize contacts]-[Set up...] In the Settings page do the following: a. For activities to synchronize automatically, select the [Synchronize activities automatically] checkbox and specify the synchronization interval. To start synchronization from a specified date, select the required date in the [synchronize from]. b. For automatic synchronization of contacts, select the [Synchronize contacts automatically] checkbox and specify synchronization period. c. To synchronize contacts with a specific tag, in the [Send all contacts with a tag from bpm'online to Google] field select the required tag. 4. Click the [Save] button. 400 Integration with Google services NOTE Date and time of the latest synchronization session is displayed on the setup page. As a result, both your Google account and the bpm’online contact tag for synchronization will be saved in the system, and the synchronization will be started at the specified time intervals automatically. NOTE In the [Activities] section, setting up synchronization with Google is done in the same manner. Note that you don't need to specify the tag for synchronizing tasks in the synchronization settings of the [Activities] section. SEE ALSO • Working with tags HOW TO SYNCHRONIZE BPM'ONLINE CONTACTS WITH GOOGLE CONTACTS You can use the synchronization option to add your Google contacts into bpm’online. Synchronization with Google can be performed only for those bpm’online records that have a tag specified in the synchronization settings. To run the synchronization for the first time: 1. Open the [Contacts] section. 2. Click the [Actions] button and select [Synchronize contacts]-[Set up...]. As a result of synchronization, a new group of contacts titled “bpm’online” will be added to your Gmail contacts. NOTE If you set up automatic synchronization, the process starts automatically. 3. Move the Gmail contacts to the “bpm’online” group. 4. Run the [Synchronize with Google contacts] action again to perform the synchronization. As a result, the Gmail contacts from the “bpm’online” group will be imported into bpm’online with the tag that was specified during the synchronization setup. NOTE If you set up automatic synchronization, the process starts automatically. From this point on, the synchronization of Google and bpm’online contacts is performed in both directions. Synchronization is run only for those records that have been changed or added since the last synchronization session. If a record has been modified in both Gmail and bpm’online, the most recent changes will be used for the synchronization. If records were deleted in Gmail or bpm’online, the next synchronization will not delete them from bpm’online or Gmail. In the first case, the tags will be removed from such records. In the second case, the records will be excluded from the “bpm’online” group. SYNCHRONIZING BPM'ONLINE ACTIVITIES WITH GOOGLE CALENDAR If you use the Google calendar to plan your activities, you can synchronize it with your bpm’online calendar. bpm’online sales 401 User guide To start synchronization, click the [Actions] button and click [Synchronize activities] - [Start synchronization] in the ACTIVITIES section. When you run this action, the bpm’online activities are synchronized with the calendar of the Google account specified in the synchronization settings. All activities with the [Display in calendar] mark synchronize from bpm'online. Synchronization runs by the [Organizer] field. Thus, if an event organizer has not set up synchronization, the [Organizer] field is filled by the participant of the activity who has run the synchronization. If the current author creates an event in Google, synchronization with bpm’online adds it into the system and adds the participants to the [Participants] detail. Only users who have the same email listed on the [Communication options] detail and in the Google event will be added to the list of participants. This collective task is displayed for other participants only after they synchronize their calendar with Google. If a collective task that was created in bpm’online by synchronizing with Google has been modified by one of its participants, it will not be synchronized with Google on behalf of that participant. NOTE Synchronization can also be run automatically, within the time intervals specified in the synchronization settings. HOW TO CONFIGURE EMAIL ACCOUNTS IN BPM’ONLINE To delete a Google account, do the following: 1. Open the user profile page. Click the [Profile] button on the home page. 2. Click the [Accounts in external resources] button. 3. Select the Google account, click [Actions] and select [Delete]. Click the [Yes] button. 402 Integration with social networks INTEGRATION WITH SOCIAL NETWORKS The bpm’online application can use the Facebook and Twitter social networks to search for information about contacts registered in the system and to store the data found on the individual page. By using the social network data, you can also search for contacts accounts and add them to the system. To use the information about the contacts in any social network, you need to register the bpm’online application in the desired social network and set up the bpm’online account on it. CONTENTS • Configuration of bpm’online integration with Facebook (for “on-site” applications) • Setting up bpm’online Twitter integration VIDEO TUTORIALS CONFIGURATION OF BPM’ONLINE INTEGRATION WITH FACEBOOK (FOR “ON-SITE” APPLICATIONS) Only “on-site” bpm’online applications require additional Facebook integration setup. In bpm'online cloud, Facebook authorization is performed once when working with the system for the first time. Setting up the bpm’online application on Facebook is done in several steps: • Setting up the bpm’online account in Facebook • Entering Facebook key into bpm’online • Configuring shared Facebook accounts in bpm’online ATTENTION! First two steps must be performed once by the system administrator. SETTING UP THE BPM’ONLINE ACCOUNT IN FACEBOOK To set up the bpm’online account in Facebook: 1. Log in to Facebook. 2. Follow the https://developers.facebook.com/apps link. NOTE If you are not registered as a Facebook developer, click the [Register Now] button and perform the registration on the displayed page. 3. Click the [Create New App] button (Fig. 366). Fig. 366 Adding a new application to Facebook 4. The application properties window (Fig. 367) will open. bpm’online sales 403 User guide Fig. 367 Setting up new application properties 5. In the opened window, fill in the following fields: a. [Display Name] – application name, for example, “bpm’online”. b. [Contact Email] — by default, the email address of the user who logged in to Facebook is displayed here. c. [Category] – select the application category from the list, for example, “Business”. d. Click the [Create App ID] button. 6. Once the security check is complete, the application window will open. It will display the “App ID” and “App Secret” keys generated for the application (Fig. 368). By default, the “App Secret” key is displayed as a mask. To view the key, click the [Show] button and enter your password. Fig. 368 Application registration keys for Facebook 7. Go to the [Settings] tab. In the opened window, fill in the fields (Fig. 369): a. [App Domains] – domain name of the website where the application is deployed. b. [Contact Email] – email address to which the application notifications will be sent. By default, the email address of the user who logged in to Facebook is displayed here. 404 Integration with social networks Fig. 369 Entering the domain name and email address 8. Click the [Add Platform] button (Fig. 370). Fig. 370 The [Add Platform] button 9. Select “Website” as a platform (Fig. 371). Fig. 371 Selecting application platform 10. In the [Site URL] field, specify the full website address you use to log in to bpm’online (Fig. 372). bpm’online sales 405 User guide Fig. 372 Entering the website address 11. To finish the registration of the application on Facebook, click the [Save Changes] button (Fig. 373). Fig. 373 Saving the application settings on Facebook 12. To allow all users to use Facebook integration, make the application public. Open the [App Review] tab, set the radio button to [YES] and confirm your intent to make the app public (Fig. 374). Fig. 374 Setting up the app publicity ENTERING FACEBOOK KEY INTO BPM’ONLINE Before registering Facebook keys in bpm’online, clear the checkbox in the “Use shared Facebook application“ system setting. NOTE If the “Use shared Facebook application“ checkbox is selected, the “Facebook access key“ and “Facebook secret access key“ system settings are ignored. In bpm'online cloud, the common “Bpm’online Social” app is used if the mentioned checkbox is selected. The keys (“App ID” and “App Secret”, Fig. 368) generated when registering the application must be entered into bpm’online as the values of the system settings included in the “Integration with external resources” folder”: • In the [Facebook Access Key] field, enter the “App ID” key. 406 Integration with social networks • In the [Facebook Secret Access Key] field, enter the “App Secret” key. CONFIGURING SHARED FACEBOOK ACCOUNTS IN BPM’ONLINE When Facebook keys are specified in the system settings, bpm’online users have to authorize once using their Facebook login credential. For example, the authorization window will be displayed when the button is clicked on the [Communication options] detail of the contact or account page. To set up a shared Facebook account for all bpm’online users, perform the following steps: 1. Open the user profile page by clicking the [User profile] link on the application home page. 2. Click the [Accounts in external resources] button. 3. On the displayed page, select an account to be shared for all system users. 4. Select the [Make shared] option from the [Actions] menu (Fig. 375). Fig. 375 Configuring a shared Facebook account As a result, bpm’online will use the specified account to search for information about Facebook contacts. NOTE Only the user who has the permission to perform the “Access to managing shared accounts in the external resources“ operation can configure the shared account. NOTE For your convenience, keep the shared account active. The user who created the account must be logged into Facebook and periodically perform actions connected to bpm’online integration, for example, search for a bpm’online account on Facebook. If any actions haven't been performed within two months, Facebook will ask to log in again. SEE ALSO • Setting up bpm’online Twitter integration VIDEO TUTORIALS • Integration of bpm’online with facebook • Integration of bpm’online cloud with facebook SETTING UP BPM’ONLINE TWITTER INTEGRATION Setting up the bpm’online application on twitter is done in several steps: • Setting up the bpm’online account in Twitter • Entering Twitter key into bpm’online • Configuring Twitter accounts in bpm’online ATTENTION! First two steps must be performed once by the system administrator. bpm’online sales 407 User guide SETTING UP THE BPM’ONLINE ACCOUNT IN TWITTER To set up the bpm’online account in Twitter: 1. Log in to Twitter. 2. Follow the https://dev.twitter.com/apps link. 3. Click the [Create a new application] button (Fig. 376). Fig. 376 Adding an application to Twitter 4. Fill in all the required fields. 5. In the [Callback URL] field, specify the URL address that consists of bpm’online website address and the “Twitter.aspx” code (Fig. 377). Fig. 377 Entering the “Callback URL” address https://bpm’online.com/Twitter.aspx 6. Click the [Create your Twitter application] button. As a result, the application properties page (Fig. 378) that contains the “API key” key will open. Follow the “manage API keys” link to get access to the value of the “API secret” key. Fig. 378 Application properties page 408 Integration with social networks 7. As a result, the window that contains both keys (“API key” and “API secret”) (Fig. 379) needed for registering the application on Twitter will open. Fig. 379 Application registration keys for Twitter ENTERING TWITTER KEY INTO BPM’ONLINE The keys (Fig. 379) generated when registering the application must be entered into bpm’online as the values of the system settings included in the “Integration with external resources” folder: • In the [Twitter access key] field, enter the “API key” key. • In the [Twitter secret access key] field, enter the “API secret” key. CONFIGURING TWITTER ACCOUNTS IN BPM’ONLINE To configure Twitter accounts in bpm’online: 1. Open the user profile page by clicking the [Profile] button of the application home page. 2. Click the [Accounts in external resources] button. 3. On the opened page, click the [Add] button and select the [Twitter] account from the menu. 4. On the opened page, log in using your Twitter account. As a result, bpm’online will use the specified account to search information about Twitter contacts. SEE ALSO • Configuration of bpm’online integration with Facebook (for “on-site” applications) bpm’online sales 409 User guide SYNCHRONIZATION OF USER ACCOUNTS AND ROLES WITH LDAP Synchronization with an LDAP directory can be used to automate the user account administration in bpm’online. Users whose accounts are synchronized with LDAP, can use their domain user name and password to log in to the system. The synchronization procedure can be divided into three stages: 1. LDAP integration setup. Performed once, unless LDAP directory structure changes. The setup is needed to enable the synchronization functionality in the system. Also, you will need to set up Active Directory user filtering. 2. Connecting bpm’online items (i.e. users and organizational structure elements) to the respective items in the LDAP directory. It is performed when adding new users or organizational structure elements. You can connect existing bpm’online user accounts or import users from LDAP directory by automatically creating connected records in bpm’online. 3. Synchronization of bpm’online users and organizational structure elements with the connected LDAP directory elements. This is needed to update data in the system in order to reflect changes that occurred in the LDAP directory since the last synchronization. The regular synchronization is performed either automatically, or when initiated by the [Synchronize with LDAP] action in the [Organizational structure] section. CONTENTS • LDAP integration setup • Setting up Active Directory user filters • Connecting LDAP elements to bpm’online users and roles • LDAP synchronization • Authentication using the NTLM protocol • LDAP FAQ SEE ALSO • Users and roles management LDAP INTEGRATION SETUP Integration setup is the process of setting up parameters for connecting LDAP directory elements to bpm’online users and roles. To successfully set up LDAP integration, basic knowledge about the structure of the needed LDAP directory is required. ATTENTION! Depending on the structure of each LDAP directory, LDAP element attributes in your directory may be different from the attributes specified as examples. 1. RUNNING INTEGRATION SETUP To run setup, open the system designer and click the [LDAP integration setup] link of the [Import and integration] block. The setup page (Fig. 380) will open. Be sure to set up the fields on Fig. 380. Default values may be used for the other fields. 410 Synchronization of user accounts and roles with LDAP Fig. 380 LDAP integration setup page The following settings are required for LDAP integration. 2. LDAP SERVER CONNECTION SETUP Specify LDAP server connection settings (Fig. 381). Fig. 381 LDAP connection settings • [Server name] - name or LDAP server IP address. • [Authentication type] - authentication type. bpm’online sales 411 User guide NOTE The authentication type is defined by the LDAP server being used, as well as by the authentication security requirements. For example, select the “Ntlm” type to authenticate “NT LanManager” that is supported by Windows. • [Administrator login] and [Password] - administrator login and password fields. • [Synchronization interval (hours)] - the interval for automatic users synchronization with LDAP. • [Date of last synchronization] - the name of the attribute where the time and date of the last LDAP element modification, for example, “WhenChanged” are stored automatically. NOTE During the next synchronization with LDAP, this date will be used to determine changes since the last synchronization session. 3. USER SYNCHRONIZATION SETUP To set up the user synchronization, specify the attributes of LDAP directory elements that contain the users data to be imported (Fig. 382). Fig. 382 User attributes setup • [Domain name] - the unique name of the LDAP organizational structure element comprising the users that are synchronized. All users that are subordinate to the specified LDAP element, directly or through other elements, will be available for synchronization. For example, if you specify root element of the LDAP directory, all users in the directory will be available for synchronization. • [User's full name] - LDAP attribute that contains the full name of an LDAP user. The value of this attribute is used to automatically fill in the [Name] field in the individual page when importing users. For example, the first and last name can be contained in such attributes as “name” or “cn” (Common name). • [Login] - the attribute that contains the LDAP user name that is used to log in to the system. The user, whose account was synchronized with LDAP, will be logging in to the system using that name. For example, login can be contained in the “sAMAccountName” attribute. • [Unique identifier of user] - the attribute that can be used as a unique user Id. The value of this attribute must be unique for each user. You can also specify additional attributes containing the information that can be used to fill out the user registration page automatically: • [Organization name] - the attribute that contains organization name that the user works with. The value of the specified attribute will be used to fill in the [Account] field on the contact page. During the synchronization, the field will display the account whose name completely matches the specified attribute. 412 Synchronization of user accounts and roles with LDAP • [Job title] - the attribute that contains user's job title. The value of the specified attribute will be used to fill in the [Job title] field on the contact page. During the synchronization the job title with name, completely matching the value of the specified attribute, will be selected. NOTE Organizations and job titles in bpm’online are not created automatically as the result of the synchronization and therefore must be added manually. • [Phone] - the attribute that contains business phone number of the user. The value of the specified attribute will be used to fill in the [Business phone] field on the contact page. • [Email] - the attribute that contains the email address of the user. The value of the specified attribute will be used to fill in the [Email] field on the individual page. ATTENTION! If you leave the mentioned fields empty, the corresponding fields in the individual page will not be filled in automatically when importing users from an LDAP directory. 4. SETTING UP THE SYNCHRONIZATION BETWEEN THE LDAP USER GROUPS AND BPM’ONLINE ROLES Group synchronization settings are used to enable linking groups in the LDAP directory and bpm’online organizational structure. To set up the user synchronization, specify the attributes of LDAP directory elements that contain the user data to be imported (Fig. 383). Fig. 383 User group setup • [LDAP group name] - the attribute containing the name of the user group in LDAP. For example, you can specify attribute “cn” (“common name”). • [Group Id] - the attribute that must be used as a unique group Id. The value of this attribute must be unique for each group. For example, you can use the “objectSid” attribute as a unique group Id. • [Groups domain name] - the unique name of the LDAP element organizational structure that contains all user groups that are synchronized. All user groups that are subordinate to the specified LDAP element, directly or through other elements, will be available for synchronization. For example, if you specify the root element of the LDAP directory, all user groups in the directory will be available for synchronization. 5. SETTING UP FILTER CONDITIONS Setting up filter conditions allow to determine which LDAP element criteria will be included in the list of the groups and users that are synchronized. Specify filtering settings (Fig. 384). bpm’online sales 413 User guide Fig. 384 Setting up filter conditions • Use the [List of users] filter to select the needed LDAP elements from the general catalog that will be synchronized with the bpm’online users. The search filter must select active elements only. • Use the [List of groups] filter to select the needed LDAP elements that will be synchronized with the bpm’online organizational structure elements (user groups). The search filter must select active elements only. • Use the [List of group users] filter to receive the list of users that are included in the LDAP group. One or more attributes will determine whether a user is a member of a group. For example, most directories use such attribute as “memberOf”. The (memberOf=[#LDAPGroupDN#]) filter contains a bpm’online macro and will filter out all objects (users) who are in the [#LDAPGroupDN#] group. 6. WEB.CONFIG FILE SETUP To enable user authentication through LDAP, modify the Web.config file in the application root folder. Specify Ldap and SspLdapProvider in the list of available authentication providers. Specify server IP or URL as well as user domain parameters in the Ldap section: SEE ALSO • System settings description SETTING UP ACTIVE DIRECTORY USER FILTERS Active Directory (AD) is Microsoft directory service for Windows domain networks that can be synchronized with bpm’online to automate user and user group management. Synchronization is recommended if all or most bpm’online users are also part of a Windows domain network. ACTIVE DIRECTORY FILTERS An AD filter consists of an attribute, an operator and a value: ( The filter comparison operators are as follows: = Equal to. ~= Approximately equal to. <= Less than or equal to. >= Greater than or equal to. & All conditions must be met (AND). | Any of the conditions must be met (OR). ! The clause must evaluate to False (NOT). Values represent actual values of AD attributes. Values are not case sensitive and should not be quoted. The wildcard character "*" is supported, unless the STANDARD USER FILTER The standard filter for obtaining all active users is as follows: (&(objectClass=user)(objectClass=person)(!objectClass=computer)(!(isDeleted=TRUE))) In this filter: & – the “AND” operator, indicating that all filter conditions must be met. objectClass=user – the clause to select all objects of the “user” objectClass. bpm’online sales 415 User guide objectClass=person – the clause to select all objects of the “person” objectClass. !objectClass=computer – the clause to exclude all objects of the “computer” objectClass. !(isDeleted=TRUE) – the clause to exclude all deleted objects. STANDARD USER GROUP FILTER To synchronize both the users and organizational structure with bpm’online, set up a filter to obtain user groups. The standard user group filter for all active users is as follows: (&(objectClass=group)(!userAccountControl:1.2.840.113556.1.4.803:=2)) In this filter: & – the “AND” operator, indicating that all filter conditions must be met. objectClass=group – the clause to select all objects of the “group” objectClass. userAccountControl – user access control flags attribute in the bitwise comparison filter clause. :1.2.840.113556.1.4.803: – the LDAP_MATCHING_RULE_BIT_AND rule. The matching rule is true only if all bits from the property match the value. This rule acts like the bitwise AND operator. 2 – decimal value of the ACCOUNTDISABLE flag. The (!userAccountControl:1.2.840.113556.1.4.803:=2) bitwise comparison filter excludes disabled (inactive) user accounts. For more information please see the following support.microsoft.com article. STANDARD FILTER FOR ACTIVE DIRECTORY GROUP USERS In addition to user and user group filters, LDAP synchronization requires a filter to select all users that belong to each of the synchronized LDAP groups. The standard filter for getting a list of users in an LDAP group is as follows: (memberOf=[#LDAPGroupDN#]) In this filter: memberOf – standard attribute that determines the group of an AD object. [#LDAPGroupDN#] – a bpm’online macro for obtaining a list of users for a group with a unique DN (Distinguished Name) attribute value. The macros above can be used to set up LDAP synchronization only in bom’online, as this is not a standard LDAP attribute. The following additional macros can be used in the filters for AD group users: [#LDAPGroupName#] – the name of the group in the [LDAP group name] field on the LDAP synchronization setup page in bpm’online System Designer. [#LDAPGroupIdentity#] – unique group Id specified in the [Group Id] on the LDAP synchronization setup page in bpm’online System Designer. FILTER SETUP When setting up LDAP synchronization, you can use standard filters or create your own filters for users and groups. CASE Set up a filter that would differentiate employees with identical first and last names during synchronization with Active Directory. By default, the CN (Common Name) attribute is used to search for objects. This attribute is required since it is specified the [User name] field in the [User attributes] group on the LDAP integration setup 416 Synchronization of user accounts and roles with LDAP page. For the purpose of this case, the “displayName” attribute (which will be unique for each user) can be used. To differentiate users with identical first and last names, synchronize only users with the “displayName” attribute. To do this: 1. Open the System Designer and click [LDAP integration setup]. 2. Add the “(displayName=*)” condition that requires the “displayName” attribute to be filled in to the default filter in the [List of users] field. The filter will look like this: (displayName=*)(&(objectClass=user)(objectClass=person)(!objectClass=computer)(!(isDelet ed=TRUE))) 3. Add the logical AND operator that will make both filter conditions required: (&(displayName=*)(&(objectClass=user)(objectClass=person)(!objectClass=computer)(!(isD eleted=TRUE)))) 4. Replace the standard filter in the [List of users] field with the new filter. 5. Save the LDAP synchronization settings and run the synchronization. SEE ALSO • LDAP integration setup • Connecting LDAP elements to bpm’online users and roles • LDAP synchronization • Authentication using the NTLM protocol • LDAP FAQ CONNECTING LDAP ELEMENTS TO BPM’ONLINE USERS AND ROLES Before synchronizing bpm’online users, a number of operations must be performed: • connect bpm’online organizational structure elements to the LDAP user groups; • connect bpm’online users to the LDAP users; • if necessary, import LDAP users to bpm’online. To connect an organizational structure element to the LDAP group, specify the needed LDAP element on the organizational structure page. To synchronize one of the existing bpm’online users with LDAP, connect that user to the corresponding LDAP user. To synchronize large numbers of users who have not yet been registered in bpm’online, import these users from the LDAP directory. CONNECTING ORGANIZATIONAL STRUCTURE ELEMENTS 1. Open the system designer and click the [Users and roles management] link in the [System users] block. 2. Select the element that needs to be connected to the LDAP user group in the organizational structure area. 3. On the organizational structure page: a. Go to the [Users] tab. b. Select the [Synchronize with LDAP] checkbox. c. In the [LDAP element] field, select the LDAP group that needs to be connected to the current element. bpm’online sales 417 User guide 4. Save settings. The selected LDAP group will be connected to bpm’online organizational structure element. The [Import LDAP users] option becomes available for the selected element on the [Users] or [Mangers] detail of the similarly-named tab in the [Add] button menu. CONNECTING A BPM’ONLINE USER TO AN LDAP USER: 1. Open the system designer and click the [Users and roles management] link in the [System users] block. 2. In the organizational structure area, select the element comprising the needed user. 3. On the organizational structure page, go to the [Users] tab and open the user page. 4. On the [General information] tab, select the [LDAP authentication] option. 5. In the [Login] field, select the needed LDAP user. 6. Save settings. As a result, the selected bpm’online user will be connected with the LDAP user and will be able to log in to the system, using the login and password stored in the LDAP directory (i.e. domain login and password). CONNECTING SEVERAL BPM’ONLINE USERS TO LDAP USERS: 1. Open the system designer and click the [Users and roles management] link in the [System users] block. 2. In the organizational structure area, select the element for which the users need to be connected. NOTE Before importing users, connect all necessary bpm’online organizational structure elements to the corresponding groups in the LDAP directory. 3. On the organizational structure page, go to the [Users] or [Mangers] detail of the similarly- named tab and in the [Add] button menu select the [Import LDAP users] option. 4. In the displayed list of LDAP users, leave only those who need to be connected to bpm’online users, and remove all the rest. ATTENTION! The list of LDAP user displays all the users, regardless of whether they are included in the LDAP element that is connected to the organizational structure or not. When synchronizing with LDAP, only those users who are included in the LDAP element that is connected to the organizational structure will be synchronized. 5. In the [Bpm’online user] column for each user, select the corresponding bpm’online user to be connected. 6. Tap the [Save] button. As a result, the selected LDAP users will be connected to bpm’online users. The [LDAP authentication] checkbox will be selected, the [Login] field will be specified and the [Active] checkbox will be selected for the common fields of the user page on the [General information] tab of the connected users pages. 418 Synchronization of user accounts and roles with LDAP IMPORTING NEW USERS FROM LDAP 1. Open the system designer and click the [Users and roles management] link in the [System users] block. 2. In the organizational structure area, select the element that will be used for LDAP users import. NOTE Before importing users, connect all necessary bpm’online organizational structure elements to the corresponding groups in the LDAP directory. 3. On the organizational structure page, go to the [Users] or [Mangers] detail of the similarly- named tab and in the [Add] button menu select the [Import LDAP users] option. 4. In the displayed list of LDAP users, leave only those users who need to be imported, and remove all the rest. The [Bpm’online user] column for the imported users should remain empty. ATTENTION! The list of LDAP user displays all the users, regardless of whether they are included in the LDAP element that is connected to the organizational structure or not. When synchronizing with LDAP, only those users who are included in the LDAP element that is connected to the organizational structure will be synchronized. 5. Tap the [Save] button. As a result, the contacts will be created for the selected LDAP users and bpm’online users will be connected to them. New user accounts will be automatically added to the selected organizational structure element. At the same time, the fields on the individual page will be filled in with values of different attributes, specified during the synchronization setup. NOTE When the LDAP user is connected to a bpm’online user account, the corresponding user will be automatically licensed. LDAP SYNCHRONIZATION During the synchronization session, all changes made to users and groups in the LDAP directory are applied to the corresponding connected bpm’online organizational structure elements. AUTOMATIC SYNCHRONIZATION Automatic synchronization of LDAP users is performed at the interval specified in the [Synchronization interval (hours)] field of LDAP integration setup page. MANUAL SYNCHRONIZATION: To run the manual synchronization: 1. Open the system designer and click the [Users and roles management] link in the [System users] block. 2. Select the [Synchronize with LDAP] option in the section menu. After the synchronization is complete, a confirmation message will be displayed. SYNCHRONIZATION RESULTS • If an LDAP user has been deleted, the [Active] checkbox will be cleared on the page of the corresponding bpm’online user. bpm’online sales 419 User guide • If an LDAP user is no longer among the active users, the [Active] checkbox will be cleared on the page of the corresponding bpm’online user. • If a previously inactive LDAP user has been activated, then the [Active] checkbox will be selected on the page of the synchronized bpm’online user. • If an LDAP user or group of users has been renamed, then the synchronized bpm’online users and roles will be renamed as well. • If an LDAP user has been excluded from an LDAP group that was synchronized with a bpm’online organizational structure element, then the corresponding bpm’online user will be excluded from the corresponding bpm’online organizational structure element. • If a synchronized LDAP user has been added to a synchronized LDAP group, then the corresponding bpm’online user will be added to the corresponding bpm’online organizational structure element. • If new unsynchronized LDAP users have been added to a synchronized LDAP element, the users will be imported to bpm’online. SEE ALSO • Users and roles management AUTHENTICATION USING THE NTLM PROTOCOL The NTLM authentication protocol allows to authenticate the user in the application by comparing the domain data of the current user with the credentials of the corresponding bpm’online or LDAP user. Thus, the user who is authenticated becomes authorized within the domain and will be able to log in to the bpm’online application without entering the username or the password of the account. Depending on the configuration, NTLM authentication allows you to: • Log in to the system as the authenticated domain user using the [Log in as domain user] link of the login page. • Log in at once skipping the login page. In this case, the user is forwarded to the main page of the application at once. The NTLM authentication functionality is available: • Only for the users whose application is deployed on-site. • Either for the users of the main application or for the self-service portal users. • Either for the users who are synchronized with LDAP or bpm’online users. CONTENTS • How the NTLM authentication protocol works • How to set up authentication using the NTLM protocol • How to log in to the system using the configured NTLM authentication protocol HOW THE NTLM AUTHENTICATION PROTOCOL WORKS If the user attempts to log in to the system using the domain credentials, the following authentication algorithm is performed: 1. A user authentication check within the domain is performed. 2. If the domain username and the password are stored in a cookie, they will be retrieved from this cookie. Otherwise, a browser window will be displayed to enter the user credential. Further algorithm steps depend on the user synchronization with the LDAP directory. 420 Synchronization of user accounts and roles with LDAP a. If the user is not synchronized with LDAP: • User authentication check is performed through the comparison of the username and the password from the cookie and the corresponding credentials of the bpm’online account. Thus, it is required to specify the same username and password that are used in the domain to enable NTML authentication for the users who are not synchronized with LDAP. • Based on the check results, if the data matches and the user account is licensed, the user authorization will be performed. b. If the user is synchronized with LDAP: • The browser sends a request to the Active Directory service to authenticate the user. • The query returns the credentials of the current domain user that are compared with the username and the password details stored in the cookie. • If the data matches and the user account is licensed, the user authorization will be performed. NOTE User authentication is performed either for the users of the main application or for the self-service portal users. You can set the check order in the Web.config file of the loader application. SEE ALSO • Authentication using the NTLM protocol • How to set up authentication using the NTLM protocol • How to log in to the system using the configured NTLM authentication protocol HOW TO SET UP AUTHENTICATION USING THE NTLM PROTOCOL To use NTLM authentication functions, first add system users (manually or by importing them from LDAP) license them. Users will need to allow cookies in their browsers to be able to store the data locally. NTLM authentication setup is performed on the application server and consists of two steps: • IIS server setup that activates authentication using the NTLM protocol. • Web.config file setup of the loader application that defines authentication providers and users availability check order among those registered in bpm’online. IIS SETUP 1. Enable Windows authentication and anonymous authentication, disable forms authentication for the loader application (Fig. 385). bpm’online sales 421 User guide Fig. 385 Authentication settings for the loader application in IIS 2. Disable Windows authentication support and anonymous authentication; enable form authentication for all working applications within the loader application (Fig. 386). Fig. 386 Authentication settings for applications within the loader 3. For services of the 0/ServiceModel level, enable Windows authentication and anonymous authentication, disable forms authentication to activate services with domain authentication (Fig. 385). Please note that anonymous authentication of the loader application and working applications must be conducted under application pool identity. To enable this, edit anonymous authentication credentials by clicking the [Edit] button in the [Actions] area of the IIS manager and select [Application pool identity] (Fig. 387). 422 Synchronization of user accounts and roles with LDAP Fig. 387 Entering credentials for anonymous authentication in IIS NOTE Read more about Windows Authentication in Microsoft webhelp. SETTING UP WEB.CONFIG FILE OF THE LOADER APPLICATION 1. Open the Web.config file of the loader application to be edited. 2. In this file, specify the Windows Authentication providers, for example: auth providerNames = “InternalUserPassword,SSPLdapProvider,Ldap” autoLoginProviderNames = “NtlmUser,SSPNtlmUser” [InternalUserPassword] – provider that is specified in the Web.config file by default. If you want to provide NTLM authentication only for the users who are not synchronized with LDAP, do not specify an additional value for the providerNames parameter. [Ldap] – add this parameter to the [providerNames] parameter value for the users of the main application who are synchronized with LDAP to be able to perform NTLM authentication. [SSPLdapProvider] – add this parameter to the [providerNames] parameter value for the users of the self-service portal who are synchronized with LDAP to be able to perform NTLM authentication. [NtlmUser] – add this parameter to the [autoLoginProviderNames] parameter value for the users of the main application to be able to perform NTLM authentication regardless of their synchronization with LDAP and the authentication type configured for these bpm’online users. [SSPNtlmUser] – add this parameter to the [autoLoginProviderNames] parameter value for the users of the self-service portal to be able to perform NTLM authentication regardless of their synchronization with LDAP and the authentication type configured for these bpm’online users. The record order of the [autoLoginProviderNames] parameters defines the order of the user availability check within the system among the users of the main application (NtlmUser) or among the self-service portal users (SSPNtlmUser). For example, if you want the check to be performed among the main application users primarily, place the [NtlmUser] provider at the top of the list of the values of the [autoLoginProviderNames] parameter. bpm’online sales 423 User guide ATTENTION You can specify the [SSPNtlmUser] provider as an [autoLoginProviderNames] parameter value only if the [NtlmUser] provider is specified additionally. You can use the [NtlmUser] provider separately. 3. If you want to authenticate in bpm’online at once, specify the “true” value for the [UsePathThroughAuthentication] parameter of the SEE ALSO • Authentication using the NTLM protocol • How the NTLM authentication protocol works • How to log in to the system using the configured NTLM authentication protocol HOW TO LOG IN TO THE SYSTEM USING THE CONFIGURED NTLM AUTHENTICATION PROTOCOL As a result of NTLM protocol configuration, the user can authorize in bpm’online using the domain credentials with no need to enter the login or the password of the bpm’online user account. 1. A browser window with the user credentials where the domain username and the password must be specified will be displayed in the application at the first log in to the system. 2. If you activate the “authentication at once” function during setting up the Web.config file of the loader application, the user will be forwarded to the main page of the application skipping the login page. 3. If you deactivate the “authentication at once” function, the login page will be displayed by clicking the bpm’online link where the [Log in as domain user] button will be available (Fig. 388). Fig. 388 Login page Click the [Log in as domain user] button to authorize in the system. 424 Synchronization of user accounts and roles with LDAP SEE ALSO • Authentication using the NTLM protocol • How the NTLM authentication protocol works • How to set up authentication using the NTLM protocol LDAP FAQ • Why LDAP users are not displayed in the application after synchronizing groups? • Why not all Active Directory users were imported in bpm’online after synchronization? • Why a user cannot log in under domain account after setting up LDAP? WHY LDAP USERS ARE NOT DISPLAYED IN THE APPLICATION AFTER SYNCHRONIZING GROUPS? To resolve the synchronization error, clear the value in the [Date of last synchronization with LDAP] system setting and run LDAP synchronization again, using the corresponding menu in the [Organizational structure] section in the system designer. WHY NOT ALL ACTIVE DIRECTORY USERS WERE IMPORTED IN BPM’ONLINE AFTER SYNCHRONIZATION? By default, during the LDAP synchronization, all Active Directory users are imported in bpm’online. If all users were not imported, try the following options: • Check filter conditions. There may be syntax errors in the settings or not all groups specified. • Active Directory roles or groups may have changed for the users. There users are not treated as new. Try modifying filtering conditions or import these users manually. • These users also may have been previously imported, but removed from roles/groups, or simply deleted. Since the users are not recognized as new, they will not be displayed in the synchronization filter. WHY A USER CANNOT LOG IN UNDER DOMAIN ACCOUNT AFTER SETTING UP LDAP? If bpm’online is deployed on-site, you need to edit the Web.config file in the website root directory. Specify authentication providers as values of the auth providerNames parameter: auth providerNames = “InternalUserPassword,Ldap,SSPLdapProvider” After making changes, restart the LDAP synchronization. SEE ALSO • LDAP integration setup • LDAP synchronization bpm’online sales 425 User guide SINGLE SIGN-ON TECHNOLOGY IN BPM’ONLINE The Single Sign-On technology enables the use of single user account to log in to multiple services. This technology is implemented in bpm’online. After signing in once via an identity provider, users can access their applications and services without the need to enter their login credentials. When the user signs out in any of the applications, sessions of all other connected applications end as well. Single Sign-On advantages: • Better security with less passwords that the users must memorize. • Faster authentication in multiple services. • Easier administration of user accounts. • Easier implementation process for security technologies due to the use of a single identity provider throughout all operating systems and devices. NOTE The SAML 2.0 protocol support is implemented in the bpm’online. Any identity provider that supports this protocol is compatible. NOTE Single Sign-On identification is supported by mobile devices running iOS, Android and Windows 10 and is not supported by Windows 8.1 devices. CONTENTS • Main definitions of the Single Sign-On technology • Examples of using Single Sign-On technology • Single Sign-On setup How to set up integration with ADFS How to set up integration with OneLogin MAIN DEFINITIONS OF THE SINGLE SIGN-ON TECHNOLOGY Single Sign-On, SSO – access control technology based on using a single resource for user authentication. Technology includes Single Sign-On, Single Sign-Off (Single Log Out) and Just-In-Time Provisioning methods. Single Sign-On – user can access multiple resources after signing in to any of them. Single Sign-Off (Single Log Out) – a reverse method that restricts user’s access to the resources after a single log out operation on any of them. Just-In-Time Provisioning – automatic registration of user accounts in an application if no accounts exist for an authorized user. Identity provider – a service that verifies user authenticity based in a contact directory or response from a specific service. The SAML 2.0 protocol support is implemented in the bpm’online. Any identity provider that supports this protocol is compatible. Service Provider – a service or system accessed by the user. Resource – the information that the user requests from the service provider. User Agent – user environment, browser or other client application on the user’s device. Authentication – the process of verifying user’s identity. Authorization – the process of checking permissions for an action or operation. 426 Single Sign-On technology in bpm’online Federated SSO – authentication system where the service provider redirects users to the identity provider without receiving any user data. SEE ALSO • Examples of using Single Sign-On technology • Single Sign-On setup EXAMPLES OF USING SINGLE SIGN-ON TECHNOLOGY HOW TO CREATE A USER ACCOUNT ON FIRST LOGIN If a user has an account within the corporate domain, there is no need to create new account for each resource. User only needs to enter account credentials and: • If there is a user with the same login in the domain, bpm’online will create a contact and an account for the new user. • Contact data will be filled according to the [SAML field name converters to contact field name] lookup settings. • A new account will obtain organizational and functional roles that are similar to its domain roles. NOTE Automated creation of the user is configured after the Single Sign-On configuration and can be disabled. HOW TO LOG IN ON SEVERAL RESOURCES When you authenticate in one of the identity provider resources, the authentication to other provider resources will be automatic. The user does not need to enter their login and password to sign in to other applications. HOW TO LOG OUT FROM ALL RESOURCES All services and applications will receive a request to end your current session after you exit one of the resources. All resources and applications will log out the corresponding user (Fig. 389). bpm’online sales 427 User guide Fig. 389 Logging out from several resources via a single identity provider SEE ALSO • Single Sign-On setup SINGLE SIGN-ON SETUP To set up Single Sign-On: 1. Set up the identity provider by adding bpm’online to trusted websites. 2. Set up the trusted identify provider in the bpm’online. Optionally, select the default identity provider in bpm’online. NOTE Bpm’online supports integration with the ADFS and OneLogin providers. Their settings are given in separate articles: ADFS and OneLogin. Prerequisites: 1. A bpm’online website, available by https and administrator privileges on the website. NOTE A bpm’online setup for https protocol is described in the corresponding article. 2. Administrator privileges on the identity provider. 3. Users in the corporate domain, an installed ADFS service or an account in OneLogin. CONTENTS • How to set up integration with ADFS • How to set up integration with OneLogin HOW TO SET UP INTEGRATION WITH ADFS You need to set up an integration with the ADFS identity provider to use it. For this, you need to configure a number of settings both on ADFS and bpm’online side. 428 Single Sign-On technology in bpm’online ATTENTION In the setup case below, https://site01.bpmonline.com/Demo_161215/ is the bpm’online website and http://adfs01.mysite.com/adfs/ is the ADFS site. Please be sure to replace these addresses with the corresponding addresses of your sites when you perform the actual setup. SETTINGS ON THE ADFS SIDE 1. Add a new Trusted Relaying Party (Fig. 390). Fig. 390 Adding a new Trusted Relaying Party 2. Select the “Enter data about the relying party manually” option (Fig. 391). bpm’online sales 429 User guide Fig. 391 Selecting the “Enter data about the relying party manually” option 3. Enter the relaying party name in the [Display name] field. This name is needed for a comprehensive list of trusted applications in ADFS and does not affect actual setup. 4. Keep the default ADFS profile. Click “Next”. 5. Click “Next” on the certificate selection step. 6. Enable SAML 2.0 protocol support. Specify the bpm’online site address and add “/ ServiceModel/AuthService.svc/SsoLogin“ to it (Fig. 392). 430 Single Sign-On technology in bpm’online Fig. 392 Enabling SAML 2.0 protocol support 7. Specify website root as the identifier and click “Add” (Fig. 393). bpm’online sales 431 User guide Fig. 393 Specifying identifier ATTENTION The identifier is used when checking the authenticity of a source that requests authentication. The URL must completely match, including the “/” in the end. 8. Set up the rest of the parameters according to your security requirements. You can leave default values for test purposes. 9. Click “Finish”. In the opened window, click the “Add Rule” button and add a new SAML Assertion to SAML Response rule (Fig. 394). 432 Single Sign-On technology in bpm’online Fig. 394 Adding a rule NOTE The data generated according to the new rule will be used by bpm’online to search for users and update their roles. 10. Keep default settings and click “Next” on the first step of the wizard. Set up a set of parameters that will be received from the user’s data (Fig. 395). In the current example, the user’s Name and a list of domain groups will be passed to SAML Assertion. bpm’online sales 433 User guide Fig. 395 Setting up rule parameters 11. Click “Save”. 12. Open the Trusted Relay settings and specify SHA-1 encryption according to the website certificate algorithm. 13. Add Logout endpoint on the Endpoints tab and set its parameters (Fig. 396). Endpoint type: SAML Logout Binding: Redirect Trusted URL: https://site01.bpmonline.com/Demo_161215/ServiceModel/AuthService.svc/ SsoLogout 434 Single Sign-On technology in bpm’online Fig. 396 Setting up endpoint parameters 14. On the Signature tab, add a certificate for signing Logout Request (Fig. 397). Fig. 397 Adding a certificate bpm’online sales 435 User guide ATTENTION Single Sign-Out will not work without a certificate. SETTING THE BPM’ONLINE SIDE 1. Specify identity provider information in the saml.config. In the Name parameter, specify your website’s FQDN. ATTENTION The value of the ServiceProvider Name parameter must be identical to the Identifier value specified on the ADFS identity provider’s side. This is how it verifies that the SAML Assertion was issued specifically for your application. We recommend using the FQDN of your website. 2. In the Partner Identity Provider section, specify IdP settings. You can view these settings in the metadata file. WantAssertionSigned=“false” – if an encryption certificate will not be used during SAML Assertion data exchange. SingleSignOnServiceUrl – URL of the identity provider’s single sign-on. Usually for ADFS this is: https://site01.bpmonline.com/Demo_161215/adfs/ls. SingleLogoutServiceUrl – URL of the identity provider’s single sign-off. Usually for ADFS this is: https://site01.bpmonline.com/Demo_161215/adfs/ls. PartnerCertificateFile – path to the security certificate in the file system on the bpm’online application server. Specify this parameter if WantAssertionSigned=“true“. SignLogoutRequest=“true” – specify for ADFS, since signing of LogoutRequest is required. SignLogoutResponse=“true” – specify for ADFS, since signing of LogoutResponse is required. OverridePendingAuthnRequest=“true” — this option helps in case of errors in IdP initiated login. An example of the saml.config for test ADFS: Description="Example bpm'online Service Provider" AssertionConsumerServiceUrl="~/ServiceModel/ AuthService.svc/SsoLogin" LocalCertificateFile="sp.pfx" LocalCertificatePassword="password" /> 436 Single Sign-On technology in bpm’online WantAssertionSigned="false" WantAssertionEncrypted="false" SingleSignOnServiceUrl="https:// adfs01.mysite.com/adfs/ls" SingleLogoutServiceUrl="https:// adfs01.mysite.com/adfs/ls" PartnerCertificateFile="Certificates\idp.cer"/> Enable redirection to the identity provider when going to the website root: bpm’online sales 437 User guide enableCrossAppRedirects="true" /> 8. To use the Single Sign-On in mobile application, please set the [default value] attribute in the [SSO in mobile application] system setting. SEE ALSO • How to set up integration with OneLogin • Synchronization of user accounts and roles with LDAP HOW TO SET UP INTEGRATION WITH ONELOGIN You need to set up an integration with the OneLogin identity provider to use it. For this, you need to make a number of configurations both on OneLogin and bpm’online side. ATTENTION In the setup case below, we use https://site01.bpmonline.com/ as bpm’online site address and “appid” as application id on the OneLogin. During the actual setup process, please be sure to replace these values with your site address and the id of corresponding application on OneLogin. SETTINGS ON THE ONELOGIN SIDE 1. Log in to OneLogin under an administrator’s account. Click “Apps” and select “Add Apps”. Enter “bpmonline” in the search string and select the bpm’online application. 2. Change the value in the “Display name” field, if needed, modify application icons or clear the [Visible in portal] checkbox. These settings affect the website display on the OneLogin site. 3. Click “Save”. 4. Go to the “Configuration” tab and enter your website domain name in the “bpmonline site” field (Fig. 398). 438 Single Sign-On technology in bpm’online Fig. 398 Website configuration page SETTING THE BPM’ONLINE SIDE 1. Specify identity provider information in the saml.config. In the Name parameter, specify your website’s FQDN, such as https://site01.bpmonline.com/. ATTENTION The value of the ServiceProvider Name parameter must be identical to the Audience value specified on the identity provider’s side. This is how it verifies that the SAML Assertion was issued specifically for your application. We recommend using the FQDN of your website. 2. In the Partner Identity Provider section, specify identity provider settings. You can view these settings in the metadata file. WantAssertionSigned=“false” – if an encryption certificate will not be used during SAML Assertion data exchange. SingleSignOnServiceUrl – URL of the identity provider’s single sign-on. Can be taken from the SAML 2.0 Endpoint (HTTP) on a trusted application page. SingleLogoutServiceUrl – URL of the identity provider’s single sign-off. Can be taken from the SLO Endpoint (HTTP) on a trusted application page. An example of the saml.config for a test OneLogin: Description="Example bpm'online Service Provider" AssertionConsumerServiceUrl="~/ServiceModel/ AuthService.svc/SsoLogin" /> bpm’online sales 439 User guide PartnerCertificateFile="Certificates\onelogin.cer"/> Enable redirection to the identity provider when going to the website root: 440 Single Sign-On technology in bpm’online field of the lookup. The next time you log in, the fields of the contact specified in the lookup will be filled with the values received from the provider or with actual default values. NOTE If the lookup is missing the lookup list, you need to register it. SEE ALSO • How to set up integration with ADFS • Synchronization of user accounts and roles with LDAP bpm’online sales 441 User guide ADMINISTRATION TOOLS CONTENTS • Users and roles management • The [Objects permissions] section • The [Operations permissions] section • The [Lookups] section • The [System settings] section • The [Change log] section • The [Audit log] section 442 Users and roles management USERS AND ROLES MANAGEMENT The "Users and roles management" section is designed to create the organizational structure of your company, register user accounts, define the place of each user in the organizational structure, distribute licenses for users and work with functional roles. VIEWS This section contains several views accessible through the corresponding link in system designer (Fig. 399). Fig. 399 Link to the [Organizational structure] view of the "Users and roles management" section Section views • – organizational structure. This view displays the organizational structure tree of your company. It also contains users, managers, related functional roles and access rights for a selected element. All elements of the view are described below in the context of the organizational structure page. • – functional roles. This view displays the functional roles tree. It also contains related organizational roles, users and access rights for a selected functional role. All elements of the view are described below in the context of the functional roles page. • – users. In this view, the list of system users is displayed. Here you can add new users or set up the existing user parameters, issue licenses to users and grant them permissions. All elements of the view are described below in the context of the user page. ORGANIZATIONAL STRUCTURE The organizational structure tree displays the hierarchy of organizational roles of users in the system. The structure consists of organizations and divisions. • Organization – displays separate accounts in the structure. For example, these can be the subsidiary branches and offices. On the page of this role, specify the account that this role represents. Organizations can be subordinate only to other organizations. • Divisions can be subordinate to organizations or other divisions. For example, departments or other organizational units can also be considered divisions. bpm’online sales 443 User guide FUNCTIONAL ROLES Functional roles are designed for granting the same set of permissions to different elements of organizational structure. For example, add the sales department of the head office and the sales department of the branch to the organizational structure, and the role of a sales manager to the functional structure. To set up the same permissions for different divisions, define the set of permissions for a functional role and connect it to several divisions. INHERITED ACCESS RIGHTS Access rights can be granted to specific users, organizational roles and functional roles. If users are included in an organizational role, they are also granted all permissions of this role. If an organizational role is connected to a functional role, all users of the organizational role receive the permissions of the connected functional role. If an organizational/functional role is the subordinate to another role, it receives the permissions of the parent role on the top of its own permissions. Managers of companies/divisions, in addition to their own access rights, automatically receive all access rights provided to their organizational structure elements, all subordinate elements and users. CONTENTS • The [Organizational structure] page • The [Functional roles] page • User page • Users and roles management actions SEE ALSO • Synchronization of user accounts and roles with LDAP VIDEO TUTORIALS • Creating and licensing users • Creating the company organizational structure and functional roles • Setting up permissions THE [ORGANIZATIONAL STRUCTURE] PAGE The page contains the organizational structure tree of the company and information about the selected element of the structure. THE [USERS] TAB The tab contains the controls for establishing the connection between the organizational structure elements and LDAP. The tab also displays the list of user accounts that are included in the organizational structure element. Select the [Synchronize with LDAP] checkbox to synchronize the element of organizational structure with an LDAP directory element (for example, with a group of Active Directory users). [LDAP element] – the element that will be synchronized with the element of organizational structure. Users The [Users] detail contains the list of users of the selected organizational structure element. On the detail, you can: 444 Users and roles management • add a new user by filling in the user page; • add an existing user by selecting it from the users list; • import LDAP users. ATTENTION! You can import LDAP users only if the LDAP user integration has been set up. THE [MANAGERS] TAB The tab displays the name of the role that the managers of the selected structure element have. The tab also displays the list of included employees. Managers of companies/divisions, in addition to their own access rights, automatically receive all access rights provided to their organizational structure elements, all subordinate elements and users. Managers The [Managers] detail displays the list of users who are the managers of the selected element of the organizational structure. On the detail, you can: • add a new user by filling in the user page; • add an existing user by selecting it from the users list; • import LDAP users. NOTE If an organizational structure element does not have a group of managers, the options on the tab will be unavailable. THE [FUNCTIONAL ROLES] TAB The tab displays the list of functional roles of users connected to the organizational structure element and the list of functional roles of managers. NOTE If an organizational structure element does not have a group of managers, the list of managers' functional roles will be unavailable. THE [ACCESS RULES] TAB The tab contains the range of IP addresses that the organizational structure element and its managers are allowed to use to access the system. ATTENTION To set up IP-based access rules, edit the web.config file and activate the useIPRestriction parameter: useIPRestriction="true". In the [Operation permissions] section of the System Designer, open the [Ignore access check by IP address] operation and add users or user groups to the [Operation permission] detail. Clear the [Access level] checkbox for all users and user groups who are required to use IP-based access rules. Bpm’online cloud users are advised to contact technical support to activate this parameter. SEE ALSO • User page • The [Functional roles] page bpm’online sales 445 User guide VIDEO TUTORIALS • Creating the company organizational structure and functional roles • Setting up permissions THE [FUNCTIONAL ROLES] PAGE The page contains the functional roles tree of the company and the information about the selected functional role. THE [ORGANIZATIONAL ROLES] TAB The tab contains the list of organizational roles that are connected to the selected functional role. If an organizational role is connected to a functional role, all users of the organizational role receive the permissions of the connected functional role. THE [USERS] TAB The tab contains the list of users who shall obtain all permissions of the selected functional role, even if their organizational roles that are not connected to the current functional role. On the tab, you can: • add a new user by filling in the user page; • add an existing user by selecting it from the users list; • import LDAP users. ATTENTION! You can import LDAP users only if the LDAP user integration has been set up. THE [ACCESS RULES] TAB The tab contains the range of IP addresses that the users of the selected functional role are allowed to use to access the system. SEE ALSO • User page • The [Organizational structure] page VIDEO TUTORIALS • Creating the company organizational structure and functional roles • Setting up permissions USER PAGE The user page is designed for entering information about a user account. It consists of the field group that contains general data, and several tabs. COMMON DATA [Contact] – the contact who will represent the selected system user. This is a required field. It is editable only when adding a new record. [Home] – the section that will open by default for the user when logging in to the system. 446 Users and roles management Select the [Active] checkbox to activate the user account. If the [Active] checkbox is cleared, then this user account cannot be used to log in to the system. The [Active] checkbox will be selected automatically if the [LDAP authentication] option is selected. The value in the [Culture] field defines the language of the user interface. THE [GENERAL INFORMATION] TAB The tab contains data for user authentication. Select the [Bpm’online authentication] option if the current user should not be synchronized with LDAP. The [Username] and [Password] fields will become editable. • Use the [Username] field to enter the user’s lohgin. • In the [Password], [Password confirmation] fields, specify the password for the user. The password entry is encrypted. • [Password expiration date] – date and time that the user password will be valid till. NOTE The password expiration date is set when the user changes the password. The date is calculated based on the “Password validity term, days” system setting by adding the specified number of days to the date when the password was last changed. • [Reset password] – select the checkbox to force resetting the user's password. If the checkbox is selected, when logging in to the system for the next time, the user will be notified that the password is expired and must be changed. Once the password is changed, the checkbox will be automatically cleared. Select the [LDAP authentication] option to synchronize the current user with an LDAP user. When this option is selected, the [Username] field becomes editable. • [Username] – name of the user in the LDAP lookup. The lookup in this field contains the list of LDAP users that have not yet been synchronized with bpm’online. THE [ROLES] TAB The tab contains the list of functional roles that have been added manually and the list of organizational roles that the current user is included in. THE [LICENSES] TAB The tab displays the list of licenses used in the system and the available licenses for users. THE [RIGHTS DELEGATION] TAB The tab contains the list of users, organizational structure elements and functional roles whose access rights are delegated to the user. Access rights delegation can be used when it is needed to temporarily grant a user or a role the access rights that some other user or role has. For example, before going on vacation, the department manager can delegate their access rights to one of the employees. To do this, open the required employee's page and add the user account or the role of the department manager to the [Rights delegation] detail. bpm’online sales 447 User guide THE [ACCESS RULES] TAB The tab contains the range of IP addresses the user is allowed to use to access the system and the list of user sessions. The list of sessions can be used to analyze the summary information about the number of hours spent on working in bpm’online. You can also forcibly end an active user session by clicking the [Finish session] button. NOTE In bpm’online, a session is a period of time between the log in and log out operations. Information on the detail cannot be edited and is based on the data about the exact time the user started and ended his/her session. The [Session start] shows the date and time when the user logged in to the system. The [Session end] displays the date and time when the session ended. A user can log out from the system by clicking the [Exit] button or by closing the browser window. When you click the [Exit] button, the current user session will end, and you will be redirected to the login page. When you close the browser window or when the Internet connection is lost, your session will end automatically (by default, the session timeout is 20 minutes). SEE ALSO • The [Organizational structure] page • The [Functional roles] page USERS AND ROLES MANAGEMENT ACTIONS Use the button on the roles tree toolbar (Fig. 400) to access other options available in the section. Fig. 400 Using section actions UPDATE ROLES Run this action to apply the access rights that have been changed as a result of modifications in the organizational structure. Editing an organizational/functional structure implies changes in access rights for users that have certain roles within this structure. For example, if the access rights for an organizational structure element [All employees] have been changed, changes will be applied after performing the [Update roles] actions. GRANT ACCESS TO MOBILE APP OBJECTS Run this action to enable accessing bpm’online from the mobile app for system users. 448 Users and roles management Also, run this action to apply the changes if users have been added/deleted from the system or the product licenses have been added/deleted for some users. SYNCHRONIZE WITH LDAP The action launches the synchronization with LDAP. VIDEO TUTORIALS • Creating and licensing users • Setting up permissions MANAGING THE FUNCTIONAL ROLES To define access to objects and system operations, set up the organizational and functional roles for users. Organizational role is a company department, division or subdivision, such as “Boston Office Sales Department” or “Washington Office HR Department”. Functional role reflects employee job title, such as “Sales Managers”. A functional role can include one or more organizational roles. For example, “Sales Managers” role can include organizational roles like “Boston Office Sales Department” and “Washington Office HR Department”. Use the functional roles to set up the same access rights for all the employees of a certain job title regardless of the company subdivision they work in. For example, you can set up the [Opportunities] section to only be accessible to sales managers working in the Boston and Washington offices of the company. To make a certain section of the system be accessible for a functional role: 1. Add and set up a functional role. 2. Give the object access rights to the functional role you added. VIDEO TUTORIALS • Creating the company organizational structure and functional roles HOW TO ADD SET UP FUNCTIONAL ROLES For example, you need to give the [Opportunities] section access rights to the sales managers who work in the Boston office of the company. To do this: 1. In the system designer, go to the users and roles management section by clicking the [Functional roles] link. 2. On the section page, click the [Add] button. On the opened page, define the functional role parameters: a. Enter the role name, for example, “Sales Managers”. b. On the [Organizational roles] detail, add the organizational roles to be included in your functional roles, for example, “Boston Office Sales Department” and “Washington Office Sales Department”. NOTE If you need to give access rights to some users outside the organizational roles you added, add those users on the [Users] detail. bpm’online sales 449 User guide If you need to define the range of IP addresses the users and their managers are allowed to use to access the system, use the [Range of allowed IP addresses] detail on the [Access rules] tab. c. Close the record page. 3. Update the configured roles. To do this, select the [Update roles] (Fig. 401) option in the section actions menu. Fig. 401 Updating roles As a result, the new “Sales managers” functional role will be added to the system, and this role will include all the sales managers working in the Boston and Washington offices of the company. VIDEO TUTORIALS • Creating the company organizational structure and functional roles HOW TO GIVE ACCESS TO SECTIONS To give access to a section: 1. Open the [Object permissions] section by clicking the corresponding link in the system designer. 2. In the section list, select the necessary object, for example, “Opportunity”. The [Managed by operations] option must be enabled for your object. If this option is disabled, select the corresponding checkbox in the [Managed by operations] column for your object. Please note that turning this option on may take some time. 3. Go to the [Access to object] detail. 4. Click the [Add] button on the toolbar. On the opened page, add the role that you want to give the section access rights to. For example, select the “Sales managers” role. As a result, the “Sales managers” role will be added and the users included in that role will be able to read, add, modify and delete the data in the [Opportunities] section. If you want to set restrictions for any of those operations, for example, to deny deletion of records, select the corresponding option. If some of the users are included in more that one role (for example, when an employee has more that one job title) they will be granted permissions of the role that is higher in the list. For example, an employee is included in the “Sales Managers” and “Sales Support Managers” at the same time. The users included in the “Sales Support Managers” users can read the [Opportunities] section, and the users included in the “Sales Managers” have the permissions to perform all operations. To give the maximum permissions to the selected user in this case, move the “Sales Managers” roles up above the “Sales Support Managers” role in the list. As a 450 Users and roles management result, the user will be given access to the [Opportunities section] in line with the “Sales Managers” access settings and not the “Sales Support Managers” ones. To move the roles in the list, use the [Up] and [Down] buttons of the detail toolbar. VIDEO TUTORIALS • Setting up permissions HOW TO ADD A NEW USER IN BPM’ONLINE To add a new bpm’online user and start working with it in the system: 1. Create a contact record for the new user. 2. Create a new user. 3. Include the user into the needed role. 4. Distribute a license to the user. How to add a new contact To add a new contact 1. In the [Contacts] section, click the [New contact] button. Alternatively, when adding a new user in the [Users] section, open the lookup of the [Contact] field and click [New] in the lookup window. 2. Fill out the contact page and click [Save]. As a result, a new contact will be added to the system. Now you can create a user for this contact. NOTE Contacts can also be created automatically, for example, through data import. How to add a new user To add a new system user: 1. In the system designer, click the [System users] link (Fig. 402). Fig. 402 Switching to the user management section bpm’online sales 451 User guide 2. On the displayed page, from the [Create] menu, select the needed user type, for example, [Company employee]. NOTE You can register a self-service portal after obtaining the corresponding license. 3. On the displayed page, fill in the required fields: [Contact] – the user’s contact record; [Username] – the username to log in to the system; In the [Password], [Password confirmation] fields, specify the password for the user. NOTE If you use the LDAP authentication, select the [LDAP authentication] checkbox and specify the username from the LDAP lookup in the [Username] field. The lookup in this field contains the list of LDAP users that have not yet been synchronized with bpm’online. 4. Save the page. As a result, a new user will be added to the system. How to specify user roles Give the user access to system data and functionality so the account can be fully operational. To achieve that, specify one or several roles that the user is included to. To include the user into a role: 1. In the system designer, click the [System users] link. 2. On the user page, go to the [Roles] tab. 3. On the [organizational roles] and [Functional roles] details, specify the roles that the user has to be included to. For example, if the user works in the accounting department of your company, specify the following organizational role – “Accountants“. As a result, the user will be granted all the permissions specified for that role. How to distribute a license to the user Only licensed users have access to the system functionality. To distribute a license to the user: 1. In the system designer, click the [System users] link. 2. On the user page, go to the [Licenses] tab. 3. In the licenses list, select the license to be distributed. 452 Users and roles management Fig. 403 Distributing the license to the user As a result, the user will be granted the license for the selected product. SEE ALSO • Managing the functional roles • Bpm’online licensing VIDEO TUTORIALS • Creating and licensing users bpm’online sales 453 User guide THE [OBJECTS PERMISSIONS] SECTION The [Objects permissions] section (Fig. 404) is designed to manage access to the system sections and lookups, including the access to objects, their columns and records. Fig. 404 The [Objects permissions] section Records in the [Objects permissions] section can be edited directly in the list without using a card. LIST VIEWS [Sections] – the list of objects for which the checkbox is selected in the [Section] column. [Lookups] – the list of objects for which the checkbox is selected in the [Lookup] column. These objects contain the data structure of the lookups. [Managed by records] – the list of objects for which the checkbox is selected in the [Managed by records] column. You can manage access rights to individual records of these objects. [Managed by columns] – the list of objects for which the checkbox is selected in the [Managed by columns] column. You can manage access rights to individual columns in these objects. [Managed by operations] – the list of objects for which the checkbox is selected in the [Managed by operations] column. You can manage access rights to perform the view, add, edit and delete operations in these objects. LIST COLUMNS [Lookup] – the checkbox in this column indicates that the object is used to create lookups. Examples of lookup objects can be “City”, “Currency”, “Job responsibility”, etc. [Section] – the checkbox in this column is selected for objects that contain data structure of sections. For example, the “Contact”, “Account” and “Activity” objects are sections. 454 The [Objects permissions] section [Managed by records] – select the checkbox in this column to enable setting up access rights to separate records in the object. If the checkbox is cleared, then the access to individual records in that object will not be limited. ATTENTION! If the checkbox has been selected for the object that already contains records, then these records will become unavailable for all users. Only users who have permission to perform the [Select any data] system operation will be able to read that data. You can set denying access rights to records only if the [Use denying access rights to records] checkbox is selected in the properties of the object. Otherwise, there will be no possibility to do it. NOTE If the [Managed by records] checkbox is selected for certain objects, the access to a new record is granted to its author and the user specified in the [Owner] column for the new record. [Managed by columns] – select the checkbox in this column to configure access rights to individual columns in the object. If the [Managed by columns] checkbox is cleared, then the access to individual columns in the object will not be limited. NOTE You can configure access rights to columns by using the [Columns permissions] detail. [Managed by operations] – select the checkbox in this column to limit the general permissions to read, add, edit and delete records of the object. NOTE You can configure operations permissions by using the [Access to object] detail. CONTENTS • The [Default permissions] detail of the [Objects permissions] section • The [Access to object] detail of the [Objects permissions] section • The [Columns permissions] detail of the [Object permissions] section. VIDEO TUTORIALS • Setting up access permissions THE [DEFAULT PERMISSIONS] DETAIL OF THE [OBJECTS PERMISSIONS] SECTION The [Default permissions] detail (Fig. 405) is used for setting up access rights to perform the read, edit and delete operations that will be assigned to the new records in objects by default. Fig. 405 The [Default permissions] detail in the [Users] section bpm’online sales 455 User guide For example, you can set up access rights so that all records created by accountants can be modified and deleted by accountants only, by default. The records on the [Default permissions] detail can be edited directly in the list without using a card. DETAIL VIEWS [Read] – default permissions to read the object records. [Edit] – default permissions to modify the object records. [Delete] – default permissions to delete the object records. DETAIL COLUMNS The [Created by] column shows a user or a role that is the author of a record, access rights to which are being specified. • If the column contains a user name, then the default access rights are specified to records created by this user. • If a role is specified, then the default permissions refer to all records created by any user included in that role. For example, a permission may refer to all records created by the R&D department staff. The lookup of this column contains a list of users, as well as a tree-like company structure. When a new record is added to the detail, the current user is specified by default. The [User/role] column displays the user or role that receives permissions to perform the operations in the object. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Depending on the selected view, the icon in the [Permission] column indicates the level of access to view, modify and delete the selected record. – indicates that the user or role does not have permission to perform the selected operation. – indicates that the user or role has permission to perform the selected operation. – indicates that the user or role has permission to not only perform an operation, but also to assign permissions to perform this operation for other users or roles in the system. NOTE To be able to use the default access rights to an object, select the [Managed by records] checkbox for this object in the list of the [Objects permissions] section. THE [ACCESS TO OBJECT] DETAIL OF THE [OBJECTS PERMISSIONS] SECTION The [Access to object] detail (Fig. 406) is used to distribute the general access rights to objects. 456 The [Objects permissions] section Fig. 406 The [Access to object] detail For example, all employees can be given permission to view the knowledge base articles in the corresponding section, but only the Service Desk staff can add, edit and delete the articles. The records on the [Access to object] detail can be edited directly in the list without using a card. DETAIL COLUMNS Use the [User/role] column to specify the user or role that the permission is granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Select the checkbox in the [Read] column to allow viewing the records of the object. For example, the user that does not have a permission to read a certain section object will not be able to access the corresponding section. Additionally, the user will not be able to view data from that section that is displayed on details and lookups in other sections. Select the checkbox in the [Add] column to allow the user or role to create new records in the object. Select the checkbox in the [Edit] column to allow modifying the existing records in the object. Select the checkbox in the [Delete] column to allow deleting records in the object. NOTE To be able to assign permissions for read, add, edit and delete operations in an object, select the checkbox in the [Managed by operations] column for this object in the list of the [Object permissions] section. SEE ALSO • The [Access to object for external services] detail of the [Object permissions] section THE [COLUMNS PERMISSIONS] DETAIL OF THE [OBJECT PERMISSIONS] SECTION. By using the [Columns permissions] detail (Fig. 407), you can set up the user access rights to individual columns in objects. bpm’online sales 457 User guide Fig. 407 The [Columns permissions] detail This detail consists of two areas. • The columns list area (1) displays the columns of the selected object. • The permissions area (2) contains the list of access rights assigned to the selected column. The records on the [Columns permissions] detail can be edited directly in the list without using a card. If columns permissions have not been set up, then all users who have access to the corresponding object, will also have full access to all its columns. In this case the columns list on the [Columns permissions] detail will not contain columns. When the [Managed by columns] checkbox is selected, then the [All columns] view will contain the list of all columns in the selected object. Additionally, for each column the edit right (maximum access level) will be granted to all users. To modify permissions for a certain user or role, click the [Add] button and select the necessary user or role. Click the icon in the corresponding row of the permissions area to change access level to a certain column for a certain user or role. If you delete all records from the permissions area for a certain column, then this column will be removed from the columns list area, and the access to this column will be restricted. DETAIL VIEWS • The [Administered columns] view shows those columns of the current object for which the additional access rights are specified. • The [All columns] view displays all columns of the selected object including those columns for which the access rights have been assigned by default. DETAIL COLUMNS The [User/role] column specifies the user or role that permissions are granted to. For example, permissions can be granted to all employees of the R&D department. The lookup of this column contains a list of users, as well as a tree-like company structure. Click the icon in the [Permission] column to switch between access levels. Based on the selected access level, the column will display the corresponding icon: • “Read” – the user can view the data in the selected column; • “Edit” – the user can view and modify the data in the selected column; • “Access denied” – the user cannot view or modify the data in the selected column. 458 The [Objects permissions] section Users with the “Edit” permission have complete access to the column. Users with the “Read” permission can only view the data in the column, but cannot modify it. Those users that were assigned the “Access denied” level of access will not be able to view the data in the column. In this case, instead of the actual data, the “ THE [ACCESS TO OBJECT FOR EXTERNAL SERVICES] DETAIL OF THE [OBJECT PERMISSIONS] SECTION Use the [Access to object for external services] detail to restrict access to bpm’online for external services if the applications is integrated with them using the OData protocol. Fig. 408 The [Access to object for external services] detail For example, all employees can view, edit and delete records in a certain section. However, if the same users access the application via an external service, they should not be able to edit and delete records. In this case, the relevant restrictions are to be indicated on the [Access to object for external services] detail. The structure of the [Access to object for external services] detail is identical to that of the [Access to object] detail. Access rights are set in such a way that when accessing via the OData protocol, restrictions from both details are applied for different users and roles. SEE ALSO • The [Access to object] detail of the [Objects permissions] section bpm’online sales 459 User guide THE [OPERATIONS PERMISSIONS] SECTION Use the [Operations permissions] section to configure access rights to the administered system operations, for example: users registration, workplace setup, lookups contents modification, system configuration, etc. To display the [Operations permissions] section, open the system designer by clicking the button in the upper right corner of the application. Click the [Operations permissions] link in the [Users and administration] block. SECTION TOOLBAR Working with folders is not provided in this section. However, the functionality of the standard and advanced filters is available. NEXT IN THIS CHAPTER • System operation page Common data Operation permission • System operations description SEE ALSO • The [Objects permissions] section • Users and roles management VIDEO TUTORIALS • Setting up access permissions SYSTEM OPERATION PAGE The system operation page consists of several areas. COMMON DATA Common data about managed operation. Name Name of the managed operation. Code The unique code to identify the operation. Once the record is saved, the field becomes non-editable. Description Description of the operation, for example, its assignment. OPERATION PERMISSION Use the [Operations permissions] detail to determine access rights to the selected operation separately for each user and role. The editable list is used while working with the detail. User/role A user or a role for which the access level will be determined. The lookup field contains the list of all bpm’online administration objects: separate users and user roles (groups) 460 The [Operations permissions] section Access level The selected checkbox displays the access right to the chosen operation for the specified user or role. If the user or role does not have the selected checkbox, it means that the access is denied. To modify the access level, select the needed record and click the [Access level] field and save the record. Position The priority permission for the specified user or role in relation to other users or roles added to the detail. Toolbar Along with the standard toolbox, the detail contains the [Up] and [Down] buttons that are used to change the position of the selected record. If the user is included in several roles that were added to the detail, the role that is placed at the top of the list will be used for this particular user. For example, if you want to restrict all users to configure the workplaces, but to grant those permissions to a group of system administrators, place a group of “System administrators” on the top of the “All users” group. If you want to grant permissions for a certain operation to all users, except for a small group of users, place this group on the top. Those users or roles that were not added to the detail, will not have operation permissions. Also, they will not be considered during the priority permissions assignment. SYSTEM OPERATIONS DESCRIPTION System operations to which you can manage access are described below. USER AND ROLE ADMINISTRATION The [Manage user list] operation gives permissions to add, modify and delete the user accounts in the [Users and roles] section. The [Manage user licenses] operation provides access to the license manager. The users that have permission to manage licenses can enter the system and redistribute the licenses even if the system has been locked due to the number of distributed licenses exceeding the number of the available ones. The [Change delegated permissions] operation allows delegating access rights from one user or role to another using the [Delegated permissions] detail. The users that do not have access to this operation cannot add users or roles to the [Delegated permissions] detail. GENERAL ACCESS General access operations refer to all records in all objects. General access is usually provided to system administrators. The [View any data] operation enables users to view all records in all objects. The [Add any data] operation enables users to add records to any object. The [Edit any data] operation enables users to modify any record in any object of the system. The [Delete any data] operation enables users to delete any record in any object. Access provided by these operations cannot be limited by any other specific restrictions of access to records, operations or columns in objects. If such restrictions exist, they will be ignored as long as permissions to the above mentioned operations remain valid. bpm’online sales 461 User guide For example, if a user has access to the [View any data] operation, then this user will be able to view records of all objects, even those in which the read operation is restricted. OBJECTS PERMISSIONS Users who have access to the objects permissions, can specify the modes of object management (by records, columns or operations). Modes of object administration can be specified in the [Objects permissions] section and in the object designer using the [Access rights] property group. The [Enable/disable permissions to records in object] operation gives users permission to select the checkbox in the [Managed by records] column of the [Objects permissions] section. This operation also provides users with permission to select the [Records] checkbox in the object properties of the object designer. The [Enable/disable permissions to columns in object] operation gives users permission to select the checkbox in the [Managed by columns] column in the [Objects permissions] section. This operation also provides permission to select the [Columns] checkbox in the object properties of the object designer. The [Enable/disable permissions to operations in object] operation gives users permission to select the checkbox in the [Managed by operations] column of the [Objects permissions] section. This operation also provides permission to select the [Operations] checkbox in the object properties of the object designer. OPERATIONS PERMISSIONS The following system operations are used for granting users rights to distribute permissions to read, add, edit, and delete records in objects. The [Change operation permissions in object] operation provides general ability to change permissions to view, add, edit and delete records in objects. The [Change permissions to add records in object] operation enables users to select the checkbox in the [Add] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to edit records in object] operation enables users to select the checkbox in the [Edit] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to delete records in object] operation enables users to select the checkbox in the [Delete] column of the [Access to object] detail in the [Objects permissions] section. The [Change permissions to read records in object] operation enables users to select the checkbox in the [Read] column of the [Access to object] detail in the [Objects permissions] section. NOTE To be able to manage permissions to add, edit, delete and view records in objects, users must be granted access to the [Change operations permissions in object] operation. For example, to distribute access rights to delete records in objects, the user must have access to both the [Change operations permissions in object] and [Change permissions for deleting records in object] operations. COLUMNS, SYSTEM OPERATIONS AND DEFAULT PERMISSIONS The [Change access rights to column] operation allows users to include the object column to the list of administered columns. When access rights to the column are changed, this column is automatically added to the list of administered columns. The [Change column permissions in object] operation enables users to change the access to separate columns in the objects that are managed by columns using the [Columns permissions] detail in the [Objects permissions] section. 462 The [Operations permissions] section The [Change default permissions] operation allows users to configure default permissions for the new records in objects that are managed by records using the [Default permissions] detail in the [Objects permissions] section. The [Change system operations permissions] operation, enables users to grant access to system operations. The scope of rights granted by this operation includes the right to register additional system operations. ACCESS TO SPECIAL SECTIONS The [Access to “Access rights” workspace] operation provides access to the [Users and roles], [Objects permissions], [Operations permissions], and [System settings] sections. The access to certain administering operations is given separately. The [Access to “Process design” section] operation provides users with the access to the [Process design] section, and enables them to add and modify business processes. The [Access to “Change log” section] operation provides users with access to the [Change log] section. The [Access to “Lookups” section] operation provides access to the [Lookups]section. The [Access to “Configuration” section] operation provides users with access to the [Configuration] section. [View “Audit log” section] – the permission to view the content of the “System operations audit log” section. [Manage “Audit log” section] – the permission to view the content of the “System operations audit log” section and to archive the log. ACCESS TO DUPLICATES SEARCH The [Duplicates search] operation gives users permission to search for duplicates in the [Accounts] and [Contacts] sections. The [Duplicates processing] operation allows users to merge several duplicate records. ACCESS TO INTEGRATION SETTINGS The [Access to mail exchange services] operation allows you to use Call Center functionality. The [Access to Odata] operation provides user with access to external resources using Odata protocol. GENERAL ACTIONS [Email providers list setup] – the user can create a list of email servers used for receiving and sending email messages. NOTE Setting up the list of email providers is performed by selecting the [Set up list of email providers] option from the menu. [Shared mailbox synchronization setup] – a user can manage access rights for mailboxes that have the [Shared email account] checkbox selected. [Change access rights to record] – the operation enables users to change permissions to certain records in sections. To do this, the [Managed by records] checkbox must be selected in the corresponding section object. bpm’online sales 463 User guide [Ignore access check by IP address] – when a user who has access to this operation logs in to the system, the IP address restrictions will be ignored. [Generate commands] – access to the [Generate metadata for command line macros] toolbar option. The operation allows you to update a list of macros available in the command line. The [Force file unlock] operation provides users with the right to unlock the file that has been locked previously by another user on the [Attachments] detail. The [Export list records] operation gives users the ability to save the list data in a CSV file. If the user does not have permissions for this operation, the [Export records] action in the sections will be inactive. [Cancel running processes] – the permission to cancel a running business process in the process log. [Access to workplace setup] – the permission to create and set up workplaces: managing the list of sections available in the side panel. [Access to comments] – the user can edit and delete comments on the feed messages. [Permission to delete messages and comments] – the permission to delete messages and comments left by other users in the [Feed] section, on the [Feed] tab of the communication panel, and on the [Feed] tab of the view and edit pages of the system sections. Users can edit and delete their own messages and comments even if they don't have the access rights to this system operation. 464 The [Lookups] section THE [LOOKUPS] SECTION The [Lookups] section is designed to manage bpm’online lookups. For example, in this section, add cities to the list, edit account types, activity categories and other lists that are used in the system. You can also edit existing lookups and register the new ones in this section. To access the section, open the system designer by clicking the button at the top right corner of the application. In the [System setup] block, click the [Lookups] link. ATTENTION! You can set up access rights to this action using the [Access to “Lookups“ section] system operation. SECTION TOOLBAR When a lookup is selected additional options are available on the top of the standard options: • [Open content] – opens a page for editing the content of a lookup. • [Open settings] – opens a page for editing the lookup settings specified when registering a lookup. ATTENTION When you edit the content of lookups, do not delete basic content, as this can lead to incorrect operation of pre-configured business processes. CONTENTS • Lookup content page • Lookup settings page • Description of lookups VIDEO TUTORIALS • Managing system settings and lookups LOOKUP CONTENT PAGE A special window (Fig. 409) is used to view and edit records in the lookup. To open this page, select a lookup in the list and click the [Open content] button. Fig. 409 Lookup content page bpm’online sales 465 User guide You can edit all lookups in the editable list except for custom lookups, for example, or [Activity results]. You can edit the content of such lookups in a separate window. NOTE Lookups that contain only the [Name] and [Description] fields are considered standard. Most of the lookups in bpm’online are standard. SEE ALSO • Lookup settings page • Description of lookups VIDEO TUTORIALS • Managing system settings and lookups LOOKUP SETTINGS PAGE Use the lookup settings page to add or change settings of existing lookups. To open this page, select a lookup in the list and click the [Open settings] button. Name Lookup name Object Object that contains the structure of lookup content. For example, in the registration card of the [Cities] lookup, the “City” object is specified in this field. The lookup of this field contains items of the “Object” type. List page Page schema used for editing the content of the lookup. If this field is not filled in, the standard lookup content page will be used. Description Lookup description. SEE ALSO • Lookup content page VIDEO TUTORIALS • Managing system settings and lookups DESCRIPTION OF LOOKUPS This chapter describes the non-standard lookups used in bpm’online. CONTENTS • The [Currencies] lookup • The [Accounts in external resources] Lookup • [Email templates] lookup 466 The [Lookups] section THE [CURRENCIES] LOOKUP This lookup contains a list of currencies used in mutual payments with customers, partners, suppliers, and the like. Name [Name] – indicate the name of the currency, for example, “US Dollar” or “Euro”. Code Specify a banking code that is used for a specific currency, for example, US dollar code is 840. Short name Shortened currency name, such as “USD” or “EUR”. Symbol Currency symbol, such as “$” or “€”. Ratio Specify the currency amount for which the exchange rate will be calculated (for example, 1, 10, 100). Description Additional information about the currency. Show currency sign Choose the appropriate option from the drop-down list. Choose [on the left] or [on the right] options to display the sign before or after the amount. [Exchange rate] detail Information about exchange rates is stored on the [Exchange rate] detail. Start The starting date for the exchange rate. The start date of a new exchange rate is considered the end date of the previous exchange rate. Exchange rate Value of the base currency in relation to that of the conversion currency. Enter a value according to the currency ratio, specified in the currency card. The value for the base currency in the exchange rate card must be set to “1”. NOTE The base currency is used to calculate the financial performance indicators, for example, it can be “US Dollar”. Use the “Base currency” system setting to select a certain base currency. THE [ACCOUNTS IN EXTERNAL RESOURCES] LOOKUP This lookup contains a list of accounts that are used to collect information in external web-resources, such as social networks. Name Used for identification in the list of user accounts. User Select a system user from lookup. If you add a shared corporate account, you can leave this field empty. Type Select a social network or email service for the user account. User login User account name in external resource. bpm’online sales 467 User guide Public Select this checkbox to grant access to this account to other users. This is relevant for corporate user accounts. Description Additional information about the user account. [EMAIL TEMPLATES] LOOKUP Use this lookup to design email templates. Name Email template name. Subject The subject of the email displayed in the [Re] field of the email message page. Template area Enter the email template text here. Click the [Edit] button to open the content designer, The content designer is covered in a separate article. VIDEO TUTORIALS • Managing system settings and lookups 468 The [System settings] section THE [SYSTEM SETTINGS] SECTION The [System settings] section is designed for additional setup of system sections. For example, here you can set the color of overdue activities, parameters for sending emails, etc. With the help of system settings you can also specify default values for various fields when new records are created, like a default activity status, for example. To access the section, open the system designer by clicking the button at the top right corner of the application. Click the [System settings] link in the [System setup] block. CONTENTS • The system setting page • System settings description VIDEO TUTORIALS • Managing system settings and lookups THE SYSTEM SETTING PAGE To register a system setting, use the system setting page. Name The [Name] field shows the name of the system setting. Type System setting field type. The type of field defines the method of filling in the value of system setting. This field is editable while adding a new system setting and is non-editable for the previously registered records. The list of available field types is provided below. Default value: Use the this field to set the value for the system setting. For example, you can set the “Not Started” value for the activity default status, or “5 minutes” value as an interval for notification check. The method of filling in the [Value] field depends on the type of system setting. For example, activity default status can be selected from the [Activity statuses] lookup, while the interval for notification check is specified as an integer number. Code The code is used for the unique designation of the system setting to identify it in the system. The field value can consist of Latin letters and numbers only and must not contain spaces. Select the [Cached] checkbox if the value of the system setting changes Cached relatively rarely and thus must be calculated only once per user session. Examples of cached system settings could be the color of overdue activities or base currency settings main menu logo. Examples of non- cached system settings could be the date of last duplicate search the number of knowledge base article, because it must be updated each time a new article is created. Personal Select this checkbox to have the system setting be configured for the current user individually. For example, the date of last synchronization with Google Contacts. Allow for portal user Select this checkbox to make the system setting available for the portal users. bpm’online sales 469 User guide NOTE If a cached system setting is changed, its new value will be used only after the next user logs in to the system. Field types List of possible values for the [Type] field on the system setting page. String (50 characters) Text, up to 50 characters. String (250 characters) Text, up to 250 characters. String (500 characters) Text, up to 500 characters. Unlimited length text. Unlimited length string Text data that must be stored encrypted in the database. Encrypted string Date/time Date and time. Date Date only Integer Numeric data with no decimals. Decimal Numeric data with two digits after the dot. Money Boolean System setting can have one of the two values: “On” (checkbox is selected) or “Off” (checkbox is cleared). Lookup Data that is selected from a predefined list of values. The source of values for this type of field is a separate object that has been created earlier. After you select this option, select the object to be used as a source of values for this system setting. BLOB This system setting allows you to upload an image. VIDEO TUTORIALS • Managing system settings and lookups SYSTEM SETTINGS DESCRIPTION Provided below is the list of system settings available in bpm’online. COMMON [Workspace version] – current workspace version. Type: text (50 characters). [Caption for communication options block on login page] – is used for defining the caption for the login page block that contains the communication options. Type: text (50 characters). [Caption for useful links block on login page] – is used for defining the caption for the login page block that contains the links. Type: text (50 characters). 470 The [System settings] section [Notification monitor] – is used for setting the frequency of checking for the new notifications. The value of this system setting is specified in milliseconds (ms). Type: integer Default value: 300000 ms (5 minutes). [Encoding for export to CSV file] – is designed for determining the encoding used for exporting data to a CSV file. Type: text (500 characters). Value by default: windows-1251. [Logo] – contains logo that is displayed on the login page. The bpm’online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Upper panel logo] – is used to upload an image that will be displayed on the top of the bpm’online pages. The bpm’online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Logo in menu section] – is used to upload an image that will be displayed on the top of the page of the main bpm’online menu (it is opened by default, when logging in to the system). The bpm’online logo is displayed by default, but you can upload the logo of your company. PNG is the recommended image format. Type: image. [Maximum number of records imported from Excel] – maximum number of records that can be imported from an Excel file. Type: integer Default value: 2000. [Maximum number of process item repetitions] is used to determine the maximum number of times the same process item can be run during a process. Type: integer Default value: 100. [Attachment max size] – determines the maximum size of a file that can be added to the [Attachments] detail in system sections. The value of this system setting is specified in megabytes (MB). Type: integer Default value: 10 MB. The [Minimum characters necessary to filter list] system setting determines the minimum number of characters that will be sufficient to filter records in the drop-down list of the lookup field. When you type the needed value directly in the lookup field (without opening the lookup), a drop-down list opens, containing the values that match the characters entered. The minimum number of characters sufficient to display the drop-down list is defined by this system setting. Type: integer Default value: 3. [Display pop-up window message] – is used to manage the browser toolbars display in the bpm’online pop-up windows. In bpm’online, pop-up windows are used in system setup window to open designers, system setup cards, lookup windows, etc. Type: boolean. Default value: “Off”. [Display welcome window upon login] — controls the display of the welcome window. Allows you to disable the welcome page when the user logs into the system. Type: boolean. Default value: “On”. [Separator for export to CSV file] – is designed to specify separator used when exporting data to a CSV file. Type: text (500 characters). Default value: semicolon. [String columns filter] – type of search operator that is used to filter the records of the “lookup” field. Type: integer Default value: 0. The field can have one of two values: 0 – searched record must begin with the specified string. 1 – searched record must contain the specified string. [Color of completed activity] – is used for specifying the color of completed activities shown in the calendar and in the list of activities. The color is specified as a hexadecimal code in the following format: #0000FF. Type: text (500 characters). Default value: #A0A0A0. [Color of overdue activity] – is used for specifying the color of overdue activities shown in the calendar and in the list of activities. The color is specified as a hexadecimal code in the following format: #0000FF. Type: text (500 characters). Default value: #FFDFDF. bpm’online sales 471 User guide BUSINESS PROCESSES Bpm’online business processes can be replaced by user-generated schemas. There are several settings that define whether user-generated or pre-configured processes must run when the corresponding command is selected. [Process of adding invoice based on order] – process that starts when selecting the “Add invoice based on order“ command on the order page. Type: lookup Default value: Adding invoices based on order [Process of adding order based on opportunity] – process that starts when selecting the “Add order based on opportunity“ command on the opportunity page. Type: lookup Default value: Add order based on opportunity APPROVING PROCEDURE [Send email message if approval is required] – used to manage automatic sending of emails to approvers. If the checkbox is selected, then the approvers will receive an email message in addition to the standard notification (the [Approvals] tab of the communication panel) when a document is sent for approval. Type: boolean. Default value: “Off”. [Mailbox for sending email with information on approval] – email account from which the notifications about approvals will be sent. You can select any email account registered in the system. Type: lookup [Document approving process] – the business process that is launched when sending a document for approval. Type: lookup Default value: “Document approving”. [Invoice approving process] – the business process that is launched when an invoice is sent for approval. Type: lookup Default value: “Invoice approving”. [Order approving process] – the business process that is launched when an order is sent for approval. Type: lookup Default value: “Order approving”. [Email template for sending document approval information] – the template of the email message that is automatically sent to the approver user or user group when a document is sent for approval. To add and edit templates, use the “Email message templates” lookup. Type: lookup Default value: “Template of new document approval notification”. [Email template for sending invoice approval information] – the template of the email message that is automatically sent to the approver user or user group when an invoice is sent for approval. To add and edit templates, use the “Email message templates” lookup. Type: lookup Default value: “Template of new invoice approval notification”. [Email template for sending order approval information] – the template of the email message that is automatically sent to the approver user or user group when an order is sent for approval. To add and edit templates, use the “Email message templates” lookup. Type: lookup Default value: “Template of new order approval notification”. RECORDS AUTO NUMBERING System settings of this group are used to automatically number system records, for example, knowledge base articles or accounts. There are two types of settings: one specifies the static text (mask) of the number, and another one is used for saving the last generated number. For example, to generate a knowledge base article code like “Article-23”, where 23 is the current number of the invoice, enter the following mask: Knowledge base article-{0}. Auto numbering is enabled for the following objects: • “Document” – via the [Document number mask] and [Current number of document] system settings. 472 The [System settings] section • “Account” — settings [Account mask code] and [Account current code]. • “Knowledge base article” – via the [Knowledge base article number mask] and [Current number of knowledge base article] system settings. • “Invoice” – via the [Invoice number mask] and [Current number of invoice] system settings. • “Order” – via the [Order number mask] and [Current order number] system settings. The [Mask number...] system setting is used during the process of generating the number or code of record when it is created. With the help of this setting you can specify a static text (mask) preceding or following the numeric value of number or code. Type: text (500 characters). The [Current number of...] system setting is used for generating the number or code of record when it is created. Stores the numeric component of the last created record. Type: integer ADMINISTRATION [Company licensing Id] – stores the unique identifier of your company that is used for licensing purposes. Company Id is provided when purchasing licenses. Type: text (500 characters). [Joined objects administering] – used to manage access when viewing information from one of the joined objects. For example, when viewing information about primary contact (like job responsibility or birth date) from the [Accounts] section. Type: integer Default value: 0. This system setting can have one of the following values: 0 – show data only from those records in the joined object for which the current user has access; 1 – show data only from those records in the joined object for which the current user has access. In case the user does not have access to a record, show data from the primary displayed column; 2 – show data from all records of joined object, regardless of whether or not the user has access to them. ATTENTION! If the current user doesn't have the access to the “Read” operation for the object that contains the connected record, then the data of the connected object will not be displayed regardless of the value of the [Joined objects administering] system setting. MANAGING PASSWORDS [Show message about locking account during logging in], [Show message about incorrect password during logging in] – the settings manage a message that is displayed when entering an incorrect username or password. The displayed value depends on the value of both settings. Type: boolean. Default value: “Off”. If the “off” value is set for both settings, then when entering an incorrect password of username, the standard message is displayed: “Either invalid username or password specified, or your user account is inactive”. If the “on” value is set for both settings: • If an incorrect username has been entered, the message will be “You have entered incorrect username”. • If an incorrect password has been entered for the existing user, the message will be “You have entered incorrect password”. • If a locked user tries to authorize to the system, the message will be “You user account is locked”. bpm’online sales 473 User guide If only the [Show message about locking account during logging in] setting is on: • If an incorrect username or password is entered for the existing user, the message will be “You have entered incorrect username or password”. • If a locked user tries to authorize to the system, the message will be “You user account is locked”. If only the [Show message about incorrect password during logging in] system setting is on: • If an incorrect usermane has been entered, the message will be “You have entered incorrect username or your user account is locked”. • If an incorrect password has been entered for the existing user, the message will be “You have entered incorrect password”. • If a locked user tries to authorize to the system, the message will be “You have entered incorrect username or your user account is locked”. [Quantity of unsuccessful login attempts for warning message] – the number of attempts to enter the correct password that must be reached to display the message about the number of attempts left for the user before they are locked. If the “0” value is set for the system setting, the message is not displayed. Type: integer Default value: 0. [Quantity of login attempts] – number of unsuccessful attempts to enter the correct password. If the number of login attempts exceeds, the user account will be locked for the time period specified in the [User locking time] system setting. If the “0” value is set for the system setting, the number of attempts is unlimited. Type: integer Default value: 0. [Password validity term, days] – the number of days since the password was created or edited after which the user must change the password. The password is changed when logging in to the system. If the “0” value is set for the system setting, the password never expires. Type: integer Default value: 0. [Reminder about password change, days] – if the specified quantity of days or less is left for the password to be expired, then when you attempt to authorize, the system displays the message about the number of days left until the password must be changed and offers to open the password change page. If the “0” value is set for the system setting, the message is not displayed. Type: integer Default value: 0. [Quantity of analyzed passwords] – the number of previous user passwords that must not match the new one. When you enter a password that matches one of the previous passwords, the system will display the message containing the number of previous passwords that must not match the new password. Once the password is changed, the previous password will be saved in the system. If the “0” value is set for the system setting, the new password can be identical to the previous one. Type: integer Default value: 0. [User locking time] – the time period (in minutes) during which the user will not be allowed to log in to the system once the number of attempts to enter the password is exceeded. If the “0” value is set for the system setting, the user will not be locked. Type: integer Default value: 0. Password strength settings define the requirements that must be met by the created or changed system user password. The following settings define these requirements: • [Password complexity: minimum length] – minimum number of characters in the password. Type: integer Default value: 0. • [Password complexity: minimum number of lower case characters] – minimum number of lowercase letters. Type: integer Default value: 0. • [Password complexity: minimum number of upper case characters] – minimum number of uppercase letters in the password. Type: integer Default value: 0. 474 The [System settings] section • [Password complexity: minimum number of digits] – minimum number of digits in the password. Type: integer Default value: 0. • [Password complexity: minimum number of special characters] – minimum number of special symbols that are not letters or digits (#, %, &, !, ?, etc.) Type: integer Default value: 0. VALUES BY DEFAULT [Attachments and notes default icon] – icon that is used in the tile view on the [Attachments] detail for the files, whose type is undefined in the [Files resolutions] lookup. Type: lookup Default value: default. [Document status by default] – specifies a default status for new documents. Type: lookup Default value: Planned. [Lead status by default] – specifies a default status for new leads. Type: lookup Default value: New. [Invoice payment status by default] – specifies a default payment status for new invoices. Type: lookup Default value: Not issued. [Order delivery status] – specifies a default status for a new order delivery. Type: lookup Default value: Planned. [Order payment status by default] – specifies a default payment status for new orders. Type: lookup Default value: Planned. [Order status by default] – specifies a default status for new orders. Type: lookup Default value: 1. Planned. [Default unit of measure] – specifies a default unit of measure for a new product. Type: lookup Default value: number. [Base price list] – specifies a price list the product price is determined by. Type: lookup Default value: Base. CONFIGURATION [Repository URI by default] – contains the path to the package repository that is used in the system by default. The default path is used if the path to the package repository hasn't been specified. Type: text (500 characters). [Base card page - aggregate column] – card page for aggregate columns used in the columns setup window. Type: lookup Default value: Aggregate column setup. [Base column card page] – card page for standard columns used in the columns setup window. Type: lookup Default value: Aggregate column setup. [Base lookup card page] – used when registering lookups. This system setting determines the page to be used as a base page for cards of standard lookups. Type: lookup Default value: Base lookup card page. [Base lookup page] – used when registering lookups in the system. Using this system setting you can specify the base page for displaying lists of records in standard lookups, as well as when opening a window for any lookup in the system. Type: lookup Default value: Lookup page. NOTE Lookups are registered in the [Lookups] section. [Current package] – the package that contains all changes made to the structure of the system sections by the section wizard. These can be, for example, changes associated with adding columns to the section object or adding a new section to the system. Type: lookup In this system setting a [Custom] package is set by default If the modifications that made in the section wizard need to be moved to bpm’online sales 475 User guide another application, the current package must be changed. In this case select in lookup field [Value by Default] a package that you are going to move. [Mobile application manifest] – used to specify the name of the XML file that describes the mobile application. If multiple manifests are specified, their names are separated with the “;” symbol. Type: text (50 characters). [Calendar start date] – set the start date for the time period in user calendar. Type: integer Default value: 0 [Calendar end date] – set the end date for the time period in user calendar. Type: integer Default value: 24 [Solution items can be saved without locking] – use this system setting to enable or disable saving changes in an unlocked solution item. You can enable this system setting when, for example, only one developer handles all the workspace. Type: boolean. Default value: “Off”. [Package repository path] – path to a repository folder that contains updated base workspace packages. The system setting is used when updating workspace version. The value of this system setting is provided by the support service. Type: text (500 characters). [Display С# compiler warnings when compiling workspace] – level of С# compiler warnings that will be displayed when compiling workspace files. Type: integer Default value: 2. [Ability to commit custom package to repository] – defines whether the packages added by the users can be committed to the repository. Type: boolean. Default value: “On”. [Publisher] – is used to identify a party that makes changes to the workspace. The publisher name is assigned to each package separately. You can edit only packages that have been published by your company. The setting is used for developing user workspaces for the third parties. Type: text (250 characters). [Maximum number of data strings to be bound to package] – if the number of the bound records reaches the system setting value when binding the data to the package, the corresponding message will be displayed and the data binding should be confirmed. Type: integer Default value: 100. NOTE Binding a lot of data to the package can take a long time. FINANCES [Base currency] – defines a base currency used for financial calculations in the system. Type: lookup Default value: US Dollar. [Default tax] – specifies default tax to be used when adding a product. Type: lookup Default value: VAT. [Price includes tax] – this system setting determines the taxation method when calculating products cost. Type: boolean. Default value: “On”. DUPLICATES SEARCH [Date of last duplicates search by contacts] – date and time of the last search for duplicate records in the [Contacts] section. Type: date/time. [Date of last duplicates search by accounts] – date and time of the last search for duplicate records in the [Accounts] section. Type: date/time. 476 The [System settings] section LDAP SYNCHRONIZATION The settings in this group are used to synchronize users with the LDAP server. ATTENTION! We recommend that you use the LDAP synchronization setup window for LDAP synchronization setup. LDAP connection settings [LDAP server name or IP] – address used to connect to the LDAP server. Type: text (50 characters). [LDAP authentication type] – the authentication type that is used when authorizing the LDAP users. For example, Ntlm, Anonymous, Basic, etc. Type: lookup. [LDAP server login] – user login for connecting to the LDAP server. For example, it could be the system administrator domain name. Type: text (50 characters). [LDAP server password] – user password for connecting to the LDAP server. For example, the system administrator's domain password. The password data is encrypted. Type: encrypted string. User synchronization settings [Name of attribute, which contains LDAP user full name] – attribute of entry in the LDAP directory,containing the full name of a user. For example, this can be the “name” attribute. Type: text (50 characters). [Name of attribute, which contains LDAP user login] – attribute of entry in the LDAP directory, containing the domain login of a user. For example, “AccountName”. Type: text (50 characters). [Name of attribute to identify LDAP user] – any attribute of entry in the LDAP directory whose value is unique for each entry. The value of this attribute is used as a unique identifier of records, when synchronizing users. For example, in Active Directory it could be “objectSid”. Type: text (50 characters). [LDAP entry, which contains list of LDAP users] – unique name (distinguishedName, DN) of an entry in the LDAP directory organization structure (folders, groups, etc) that contains user-type entries. For example, “CN=Users,DC=example,DC=com”. If the directory contains a number of such entries, specify the unique name of their mutual parent entry. Type: text (50 characters). [Condition to form list of LDAP users] – filter used to select LDAP entries for user synchronization. For example, for Active Directory this filter expression can be as follows: “(&(objectClass=user)(objectClass=person)(!objectClass=computer)(!userAccountControl:1.2.8 40.113556.1.4.803:=2))”. Type: text (50 characters). [Name of attribute, which contains company of LDAP user] – attribute of entry in the LDAP directory that contains the place of work of the user. Used when importing users from LDAP directory to automatically fill in the [Account] field on the contact page. Type: text (250 characters). [Name of attribute, which contains email of LDAP user] – attribute of entry in the LDAP directory that contains the email of the user. Used when importing users from LDAP directory to automatically fill in the [Email] field on the contact page. Type: text (250 characters). [Name of attribute, which contains phone number of LDAP user] – attribute of entry in the LDAP directory that contains the phone number of the user. Used when importing users from LDAP directory to automatically fill in the [Business phone] field on the contact page. Type: text (250 characters). [Name of attribute, which contains job title of LDAP user] – attribute of entry in the LDAP directory that contains the job title of the user. Used when importing users from LDAP directory to automatically fill in the [Job title] field on the contact page. Type: text (250 characters). bpm’online sales 477 User guide Folder synchronization settings [Name of attribute, which contains LDAP group name] – attribute of entry in the LDAP directory that contains the name of the user group. For example, the “cn” attribute in Active Directory. Type: text (50 characters). [Name of attribute to identify LDAP group] – attribute of entry in the LDAP directory whose value is unique for all entries. The value of this attribute is used as a unique identifier of records, when synchronizing groups. For example, in Active Directory it could be “objectSid”. Type: text (50 characters). [LDAP entry, which contains list of LDAP groups] – unique name (distinguishedName, DN) of an organization structure item in the LDAP directory containing user group entries. For example, “CN=Groups,DC=example,DC=com”. If the directory contains a number of such entries, specify the unique name of their mutual parent entry. Type: text (50 characters). [Condition to form list of LDAP groups] – filter used to select LDAP entries for group synchronization. For example, for Active Directory this filter expression can be as follows: “(&(objectClass=group)(!userAccountControl:1.2.840.113556.1.4.803:=2))” Type: text (50 characters). [Condition to form list of LDAP users in group] – search filter that determines what users belong to which groups. For example: “(memberOf=[#LDAPGroupDN#])”. Use the following variables to specify filter parameters: • [#LDAPGroupDN#] – unique name (Distinguished Name) of the group being searched; • [#LDAPGroupName#] – name of the group. This variable will contain the value specified in the [Group name] field in the synchronization setup window; • [#LDAPGroupIdentity#] – unique id of the searched folder. The variable will contain the value of the attribute specified in the [Unique identifier of group] field of the LDAP synchronization setup window. Type: text (50 characters). Additional LDAP synchronization settings [Name of attribute, which contains date of LDAP entry modification] – attribute of entry in the LDAP directory, which contains the date and time of the last modification of the entry in the “generalized time” format. Used for identifying new users in the LDAP group during the synchronization. Type: text (50 characters). Default value: whenChanged. [Interval for LDAP synchronization] – time between LDAP synchronization sessions, specified in hours. Type: integer Default value: 1. [Date of last synchronization with LDAP] – date and time of the last synchronization session. The value of this system setting is updated automatically. It is not recommended to edit it manually. This system setting is used for the automatic LDAP synchronization. Type: date/time. INTEGRATION WITH EXTERNAL RESOURCES The [Integration with external resources] system setting is used to register the application in the social networks and Google. Three system settings are used for each registration: “Application registration page”, “Access key”, and “Secret access key”. The “Application registration page” contains the address of an external resource that is used for registration, for example, “https://code.google.com/apis/ console/”. 478 The [System settings] section The procedure of obtaining values for the “Access Key” and “Secret Access Key” system settings of this folder is explained when describing the procedure of signing up the application to social networks and Google. INTEGRATION WITH MESSAGE SERVICES [Default messages exchange library] – define,s the telephony integration library that is used by default. Type: lookup [Quantity of records in “Recent” list] – determines the number of records that is displayed on the [Recent] detail of the CTI window. Type: integer Default value: 10. VIDEO TUTORIALS • Managing system settings and lookups [Create cases for junk emails] — determines whether to create cases for email from the addresses and domains specified in the lookup [Blacklist of email addresses and domains for case registration] Type: boolean. Default value: “Switched of” (flag removed) [Junk cases default status] — determines the default status for cases registered for emails and domains specified in the lookup [Blacklist of email addresses and domains for case registration] Type: lookup Default value: “Canceled” APPLICATIONS [Roles of participants] – determines the role of a transaction participant which is specified in the [Client] field. Type: lookup Default value: Borrower [Registration document types] – determines the primary identity document for a contact. Type: lookup Default value: “National passport”. bpm’online sales 479 User guide THE [CHANGE LOG] SECTION By using the [Change log] section, you can track changes in the system database tables. To view the change log: 1. Open the system designer by clicking the button at the top right corner of the application window. 2. In the [Admin area] block, click the [Advanced settings] link. 3. In the opened window, click the [Change log] tab (Fig. 410). Fig. 410 The [Change log] section The structure of the [Change log] section is not standard. There are no details and folder area in this section, but there is a filter block. Using the filter block, you can set a time period to view the changes made over that time. Additionally, you can filter and view the changes in the system objects that were made by a certain employee. In the [Object] field, select a system object to view the history of the changes made in it. Columns in the list of the [Change log] section vary based on the selected object. For example, for the [Accounts] section, the following columns are displayed: [Account name], [Modified by], [Modified on] and [Operation]. The color of each record in the change log vary according to the operation performed in this record: • green – new record was added; • blue – one of the logged columns was modified in the record; • red – the record was deleted. The main operations in the section are performed using the actions. 480 The [Change log] section You can set up the list of objects for which the history of changes will be tracked using the [Setup log] action. To view all modifications made to a certain record in the section, use the [View all changes in selected record] action. Use the [Clear log] action to delete the extra log data. CONTENTS • The [Setup log] action in the [Change log] section • The [View all changes in selected record] action in the [Change log] section • The [Clear log] action in the [Change log] section THE [SETUP LOG] ACTION IN THE [CHANGE LOG] SECTION Use this action to specify the tables in the system, changes in which you intend to track. When you select this action, the change log setup window will open (Fig. 411). Fig. 411 The change log setup window The window contains a list of logged objects. Click the [Add] button, to enable the logging for a certain object and set up the list of logged columns. Use the [Edit] button to change the list of logged columns in the logged object. The [Delete] button is used to disable logging for the selected object. NOTE All changes in the logged object that were made before the logging was disabled are saved in database. After the logging is enabled again, the tracking of changes in the logged object will be resumed. When you click the [Add] or [Edit] button, the change log object setup card will open (Fig. 412). bpm’online sales 481 User guide Fig. 412 The change log object setup card Use the [Object] field to specify the section, detail or other system object for which you want to track the history of changes. Select the needed object from the drop-down list. This is a required field. NOTE The [Object] field is editable only if you added the new object for logging (upon clicking the [Add] button in the change log setup object card). The [All fields] area displays a list of all columns in the selected object. For example, if the “Contact” object was selected, then this area will display the following columns: [Name], [Business phone], [Job responsibility], etc. The [Logged columns] area contains a list of columns for which the logging will be enabled. Use the and buttons to add or remove the logged columns. After you save the settings, changes in the logged columns will be displayed in the [Change log] section. THE [VIEW ALL CHANGES IN SELECTED RECORD] ACTION IN THE [CHANGE LOG] SECTION By using this action, you can display a list of all modifications made to the selected record. When you select this action, an additional window will open (Fig. 413) containing a list of all changes. 482 The [Change log] section Fig. 413 Viewing the history of changes for the selected record By default, the table shows who modified the record and when, as well as the type of operation performed. You can add columns that show how the record field values changed. The modified values of the logged fields will be highlighted in yellow. NOTE The changes are highlighted only of the records are sorted by the [Modified on] column (in chronological order). For example, a record has been edited and the values in the [Industry] and [Type] columns were modified. If the [Industry] and [Type] columns are displayed the list, they can be used to track which values they had at each point of time. SEE ALSO • The [Setup log] action in the [Change log] section THE [CLEAR LOG] ACTION IN THE [CHANGE LOG] SECTION In case you no longer need to store information about certain modifications made in the system, you can clear the change log. When you select this action, an additional window will open where you can specify the parameters of deleting data from the log (Fig. 414). Fig. 414 The [Clear log] window If you select the [By all objects] option, then the history of changes will be cleared for all logged objects. If you select the [Only by] option, then the history of changes will be cleared for the specified object only. Select the needed object from the drop-down list. In the [Events before] field, select the date and time to clear all changes made prior to that. bpm’online sales 483 User guide THE [AUDIT LOG] SECTION The system operations audit log automatically registers events related to user roles modification, access rights distribution, system settings value change and users' authorization in the system. To view the change log, open the system designer by clicking the button at the top right corner of the application. Click the [Audit log] link in the [Users and administration] block (Fig. 415). Fig. 415 Opening the system operations audit log To be able to view the system operations audit log, you will need to have access to the [View “Audit log” section] system operation, and to be able to view and archive records, you will need to get access to the [Manage “Audit log” section] system operation. AUDIT LOG SETUP You can enable and configure the audit log using system settings or by editing configuration files (cloud users will need to contact bpm’online support for this). To enable the audit log using system settings: 1. Open the system designer by clicking the button at the top right corner of the application window. 2. Click the [System settings] link in the [System setup] block. 3. Select the [Audit log] folder (subordinate to the [Access rights] folder). This folder contains all system settings that control the audit log. Each type of logged event has a dedicated system setting that enables or disables it. 4. To enable or disable the setting, open it and select the [Default value] checkbox. For example, to enable logging of login/logoff events, select the checkbox in the [Log user authorization management events] system setting (Fig. 416). 484 The [Audit log] section Fig. 416 Selecting the [Dafault value] checkbox NOTE Ofter disabling an audit log system setting, you may need to restart the Resis session server for the changes to take effect. NOTE If the audit log is enabled on the system configuration file level, the corresponding system setting values will be ignored. TYPES OF LOGGED EVENTS The following event types are registered: • Managing users – adding, modifying, and removing system users. • Managing organization structure – adding, modifying, and removing organization structure items (user “roles”). • Managing user roles – adding users to organization structure items, excluding users from roles. • Managing administrated objects – managing types of permissions that can be applied to object. • Managing object access rights – modifying access rights to read, modify, and delete operations in an object. • Managing access rights to objects for external resources – modifying access rights to objects used for integration between bpm’online and various external services via the OData protocol. • Managing access rights to columns – modifying access rights to the object columns. • Managing access rights to records by default – modifying access rights that are assigned by default to object records. • Managing access rights to operations – modifying access rights to the system operations. • Managing ranges of IP addresses – modifying or removing ranges of valid IP addresses. • Managing system settings – modifying system setting values. • User authorization – user authorization attempts (successful or not). • Managing audit log – archiving records of system operations audit log. • User session – ending user sessions. bpm’online sales 485 User guide VIEWS The [Audit log] section contains the following views: • [Audit log] – the list of the last registered events. • [Log archive] – the list of events for which the [Archive log] action was performed. The archived events are stored in a separate table. LOG LIST [Event type] – the list of system event types is included in the [Event types] lookup, for example, “User authorization”, “User session”. [Event date] – date and time of the event start. [Result] – the list of results of the system events is included in the [Event results] lookup. For example, the attempt of authorization can end with the “Authorization” result, or with the “Authorization denied” result if it fails. [IP address] – the IP address of the user who performed the operation that resulted in the system event. For example, the IP address of the user who attempted to log in to the system. [Owner] – the user that performed the operation that resulted in the system event. For example, the name of the employee who attempted to be authorized in the system. [Description] – the detailed description of the event, for example, “User authorization John Best. IP: 192.168.0.7”. The event description is generated by the system automatically. ACTIONS The system operation audit log contains the [Archive log] action that copies the log records to a separate archive table. Performing the action opens the [Archive parameters] page (Fig. 417) where you can set up parameters for archiving. Fig. 417 The [Archive parameters] window [Period from], [till] – the time period that includes the records to be archived. Only those events whose date falls in the specified range will be archived. [Event type] – select types of events to be archived. Only those events whose types match the selected ones will be archived. You can select multiple types. Performing the archiving action is logged as “Access rights audit log”. Once the operation is complete, the system shows the number of the archived records in a message. 486 The [Audit log] section bpm’online sales 487 User guide DEPLOYING THE BPM'ONLINE APPLICATION ON-SITE The “on-site” deployment involves hosting the system on the servers of your company, while the “cloud” deployment means the application is deployed on the bpm’online servers and becomes available in the SaaS mode. CONTENTS • Server-side system requirements (on-site) • Deploying bpm’online application on-site 488 Client-side system requirements CLIENT-SIDE SYSTEM REQUIREMENTS Software products on the bpm’online platform are web applications, so they do not require any installation on the client side. Since the application is opened in a browser, the recommended specifications of customer’s pc must match the browser requirements. Recommended requirements are as follows: Minimum screen 1280х768. resolution CPU Pentium 4, Athlon 64 and higher with SSE2 support. RAM Recommended — 2 Gb. Recommended amount of free RAM is 512 Mb HDD Recommended amount of free HDD space is 500 Mb CONNECTION CHANNEL The recommended data channel for the client-server connection is 512 Kbps per one active user. ADDITIONAL SOFTWARE One of the following Internet browsers must be installed on the client-side: Microsoft Windows OS Google Chrome, the latest official version; • Windows Vista; Mozilla Firefox, the latest official version; • Windows 7; • Windows 8; Microsoft Internet Explorer 11 and higher; Microsoft Edge • Windows 10. OS X, the latest official Apple Safari, the latest official version. version. ATTENTION! Using third-party plug-ins and add-ons for browsers may increase the page loading time and cause incorrect display of pages. bpm’online sales 489 User guide SERVER-SIDE SYSTEM REQUIREMENTS (ON-SITE) Server performance affects speed and productivity of your solution. The more powerful your hardware configuration is, the faster and more productive bpm'online operation is going to be. Four servers must be deployed for bpm'online: database server, session server, version control server, application server and load balancer (optionally). System requirements may vary depending on the number of users who will access the system and system fault tolerance requirements. General requirements for the servers: • All servers can be deployed either on different computers or combined and started as services on one computer. • The session storage server (Redis) and the revision control system server (SVN) can be combined together with the database server or application server. • For SVN server, the minimum accessible server processor is specified. Any central processing unit under 6 years can be used. • The common file storage is required to store database within the failover cluster of DBMS. • All servers can be virtualized provided that the virtual machines have performance capacity no less than specified within the requirements. • The revision control system server (SVN) is optional. It is required only in case of version control and is required for development purposes. • The load balancer is an optional component that may be required in case of increased network load on the application servers. Hardware or software balancers can be used. Fault tolerance with Sticky Session support is required. ATTENTION! Below are the requirements that were calculated for the base product and do not take into account any possible increase in the hardware requirements for custom configurations, business processes, phone integration, etc. CONTENTS • System requirements for 1 - 25 users • System requirements for 16 - 50 users • System requirements for 51 - 100 users • System requirements for 101 - 200 users • System requirements for 201 - 300 users • System requirements for 301 - 500 users • System requirements for 501 - 750 users • System requirements for 751 - 1000 users • System requirements for 1001 - 1500 users • System requirements for 1501 - 2000 users 490 Server-side system requirements (on-site) SYSTEM REQUIREMENTS FOR 1 - 25 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 8 GB 8 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard Application Redis Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 SVN Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage SYSTEM REQUIREMENTS FOR 16 - 50 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 10 GB 10 GB HDD 300 GB 50 GB DBMS OS Windows Server 2012 Standard Windows Server 2012 Standard Application Redis Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 SVN Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage bpm’online sales 491 User guide SYSTEM REQUIREMENTS FOR 51 - 100 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 4 GB 4 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Web Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 Standard OS Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 3 GB 512 MB 3 GB 512 MB HDD 40 GB 2 GB 40 GB 2 GB OS Windows Linux Windows Linux 492 Server-side system requirements (on-site) Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENTS FOR 101 - 200 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 6 GB 6 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Web Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 Standard OS Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard bpm’online sales 493 User guide Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 3 GB 1 GB 3 GB 1 GB HDD 40 GB 3 GB 40 GB 3 GB OS Windows Linux Windows Linux Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENTS FOR 201 - 300 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage 494 Server-side system requirements (on-site) Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 8 GB 8 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Web Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 Standard OS Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 4 GB 2 GB 4 GB 2 GB HDD 40 GB 4 GB 40 GB 4 GB OS Windows Linux Windows Linux Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux bpm’online sales 495 User guide SYSTEM REQUIREMENTS FOR 301 - 500 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Web Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 Standard OS Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 6 GB 4 GB 6 GB 4 GB HDD 40 GB 6 GB 40 GB 6 GB OS Windows Linux Windows Linux 496 Server-side system requirements (on-site) Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENTS FOR 501 - 750 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 16 GB 16 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 24 GB 24 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Web Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 Standard OS Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard bpm’online sales 497 User guide Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 8 GB 6 GB 8 GB 6 GB HDD 40 GB 8 GB 40 GB 8 GB OS Windows Linux Windows Linux Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENTS FOR 751 - 1000 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 RAM 24 GB 24 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Standard Standard Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Standard Standard Microsoft SQL Server 2014 Microsoft SQL Server 2014 Standard Standard and higher and higher Common file 250 GB storage 498 Server-side system requirements (on-site) Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 RAM 32 GB 32 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Web Windows Server 2008 R2 Web Windows Server 2012 Standard Windows Server 2012 Standard OS Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 10 GB 8 GB 10 GB 8 GB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux bpm’online sales 499 User guide SYSTEM REQUIREMENTS FOR 1001 - 1500 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 2xIntel Xeon E5-2620v2/v3 2xIntel Xeon E5-2620v2/v3 RAM 96 GB 96 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Enterprise Enterprise Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Enterprise Enterprise Microsoft SQL Server 2014 Microsoft SQL Server 2014 Enterprise Enterprise and higher and higher Common file 250 GB storage Number of 12 servers CPU 1xIntel Xeon E5-2620v2/v3 1xIntel Xeon E5-2620v2/v3 RAM 96 GB 96 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Windows Server 2008 R2 Web Standard Windows Server 2012 Standard OS Windows Server 2012 Standard Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 14 GB 12 GB 14 GB 12 GB HDD 40 GB 12 GB 40 GB 12 GB OS Windows Linux Windows Linux 500 Server-side system requirements (on-site) Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux SYSTEM REQUIREMENTS FOR 1501 - 2000 USERS The requirements are presented in the table below. Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 2xIntel Xeon E5-2620v2/v3 2xIntel Xeon E5-2620v2/v3 RAM 128 GB 128 GB HDD 300 GB 50 GB OS Windows Server 2012 Standard Windows Server 2012 Standard DBMS Microsoft SQL Server 2008 R2 Microsoft SQL Server 2008 R2 Enterprise Enterprise Microsoft SQL Server 2012 Microsoft SQL Server 2012 DBMS Enterprise Enterprise Microsoft SQL Server 2014 Microsoft SQL Server 2014 Enterprise Enterprise and higher and higher Common file 250 GB storage Number of 12 servers CPU 2xIntel Xeon E5-2620v2/v3 2xIntel Xeon E5-2620v2/v3 RAM 128 GB 128 GB Application HDD 50 GB 50 GB Windows Server 2008 R2 Windows Server 2008 R2 Standard Standard OS Windows Server 2012 Standard Windows Server 2012 Standard Windows Server 2012 R2 Windows Server 2012 R2 Standard Standard bpm’online sales 501 User guide Server Characteristics Requirements without fail-safety Requirements with fail-safety Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 Redis RAM 18 GB 16 GB 18 GB 16 GB HDD 40 GB 18 GB 40 GB 18 GB OS Windows Linux Windows Linux Number of 12 servers CPU 1xIntel Xeon E3-1225v3 1xIntel Xeon E3-1225v3 SVN RAM 2 GB 512 MB 2 GB 512 MB HDD 40 GB 10 GB 40 GB 10 GB OS Windows Linux Windows Linux 502 Deploying bpm’online application on-site DEPLOYING BPM’ONLINE APPLICATION ON-SITE This guide covers all stages of bpm’online on-site setup and deployment, including setup instructions for bpm’online, additional Windows components, database deployment, modifying configuration files, setting up DB server connection parameters as well as website setup in IIS. After installing the application, you will need to perform additional setup to ensure correct operation of all its components. You may need to do the following: • Set up websockets. • Switching from HTTP to HTTPS (optional) • Configure the integration and access to the Internet for additional functionality. CONTENTS • Installing bpm’online application • Websocket setup • Switching from HTTP to HTTPS • Setting up additional parameters and integrations • Bpm’online setup FAQ INSTALLING BPM’ONLINE APPLICATION To install bpm'online the following components are required: 1. MS SQL Server 2008 or higher 2. Microsoft .Net Framework 4.5 3. IIS 7 or higher 4. Redis Server 2.8 or 3.0. To deploy bpm'online on-site application, do the following: • Inslall and/or enable required Windows components. • Install the Redis server. • Deploy the database. • Modify the ConnectionStrings.config file. • Create and sett up application website using IIS. NOTE MS SQL Server and SVN server deployment procedure is covered in the documentation of these products. CONTENTS • Deploying the bpm’online database • Redis Server installment • Setting up the ConnectionStrings.config file • Checking Windows mandatory components • Creating and setting up application website using IIS DEPLOYING THE BPM’ONLINE DATABASE Deploy the bpm'online database on an SQL server by restoring it from a backup copy file that is located in the application folder. You can also use a backup copy of an existing bpm’online database if bpm’online sales 503 User guide you are deploying a website for development or testing environment. The process of creating a DB backup is described in a separate article. To restore a database: 1. Log in to Microsoft SQL Server Management Studio. 2. Click the [Databases] catalog and select the [Restore Database] option from the context menu (Fig. 418). Fig. 418 Selecting database backup command 3. In the [Restore Database] window: a. Specify the name of the database in the [Database] field; b. Specify the [Device] checkbox and specify the path to the database backup copy file. By default, the backup file is supplied together with bpm’online executable files and is located in the “~\DB” folder (Fig. 419). 504 Deploying bpm’online application on-site Fig. 419 Selecting database backup 4. Go to the [Files] tab. In the [Restore the database files as] area, specify the paths and the names of the database files (Fig. 420). Specify the paths to the TS_Data.mdf and TS_Log.ldf database files. ATTENTION It is required to create a folder that will be used for database files restoring beforehand, as the SQL Server may not create directories. bpm’online sales 505 User guide Fig. 420 Specifying the names and paths to S_Data.mdf and TS_Log.ldf files. 5. Click the [OK] button and wait for the database restore process to be finished. REDIS SERVER INSTALLMENT Redis Server is installed from a setup file. Run the redis-server.exe file to start Redis Server setup. During the installation, a number of commands will be run sequentially. After the completion of each command, click [Next] and wait for the process to complete. Start the Redis Server after the installation. To do this, go to the menu [Control Panel]-[Administrative Tools]-[Services] or enter "Services.msc" in the command line (Fig. 421). 506 Deploying bpm’online application on-site Fig. 421 Redis Server service start window SETTING UP THE CONNECTIONSTRINGS.CONFIG FILE To set up the ConnectionStrings.config file: 1. Edit the ConnectionStrings.config file that is located in the root folder of bpm'online. Specify the connection parameters (connectionStrings) for the restored database (name=”db”) and Redis Server (name=”redis”). bpm’online sales 507 User guide Fig. 422 SQL server authorization window 3. The (Initial Catalog) database name should match the [Database] field value that you specified when restoring database (Fig. 419). CHECKING WINDOWS MANDATORY COMPONENTS Make sure that Web Server IIS and Windows components are installed on the web server before creating and setting up a website. Component Component items Static Content Common HTTP Default Document Features HTTP Errors HTTP Redirection ASP.Net .Net extensibility Application Development ISAPI extensions ISAPI Filters WebSocket Protocol 508 Deploying bpm’online application on-site Component Component items Microsoft .Net Windows Communication Foundation HTTP Activation framework 3.5.1 Windows Communication Foundation Non-HTTP Activation ASP.NET 4.5 WCF services Microsoft .Net Framework 4.5 • HTTP Activation advanced services • Message Queuing (MSMQ) Activation (Windows 8, Windows Server • Named Pipe Activation 2012) • TCP Activation • TCP Port Sharing HTTP Logging Health and Logging Tools Diagnostics: Request Monitor Custom Logging Basic Authentication Security Request Filtering IP and Domain Restriction To check the availability of the needed components: 1. Select the [Control Panel] section in the [Start] menu (Fig. 423). Fig. 423 The [Control Panel] section in the [Start] menu 2. Select the [Programs] option in the opened window (Fig. 424). bpm’online sales 509 User guide Fig. 424 The [Programs] menu 3. From the [Programs and Features] menu, select the [Turn Windows features on or off] option (Fig. 425). Fig. 425 Selecting the [Turn Windows features on or off] option 4. Select all required components in the [Windows Features] window (Fig. 426). 510 Deploying bpm’online application on-site Fig. 426 Selecting Web Server IIS and Windows components CREATING AND SETTING UP APPLICATION WEBSITE USING IIS To create and set up a website: 1. In the IIS control window, click the [Sites] folder and select the [Add Website] option from the context menu (Fig. 427). Fig. 427 Creating a website for bpm'online application 2. Specify the name of the website, the path to bpm’online files, IP address and website port (Fig. 428). ATTENTION The following path C:\Inetpub\wwwroot is used by default. If needed, specify your own IP address. bpm’online sales 511 User guide Fig. 428 New website parameters window 3. In the [Connections] field, click the created website and select the [Add Application] option in the menu (Fig. 429). Fig. 429 Selecting IIS application adding command 4. Specify the name of the application "0" in the [Alias] field. Specify the “Terrasoft.WEBApp” directory (Fig. 430). 512 Deploying bpm’online application on-site Fig. 430 The application parameters selection window 5. Go to the [Application Pools] section. 6. Select the [BPMonline] pool. 7. Select the [Integrated] mode in the [Managed pipeline mode] field. 8. Specify the Asp.Net - 4.0.30319 version in the [.Net Framework version] field (Fig. 431). Fig. 431 Applications Pools parameters input window 9. Check if the specified ASP.Net version is allowed. To do this: a. Go to the ISAPI and CGI Restrictions on the web-server level (Fig. 432). bpm’online sales 513 User guide Fig. 432 Opening ISAPI and CGI Restrictions b. Make sure that the [Allowed] status is checked in the [Restriction] field for the used ASP.Net version (Fig. 433). Fig. 433 Status check for the ASP.Net version used 10. Make sure that all the required permissions are active. To do this: 514 Deploying bpm’online application on-site a. Open the Handler Mappings on the server level (Fig. 434). Fig. 434 Opening the Handler Mappings b. Select the [Edit Feature Permissions] action in the [Actions] area. c. Make sure that all the required checkboxes are selected in the [Edit Feature Permissions] window (Fig. 435). Fig. 435 Checking required parameters in the [Edit Feature Permissions] window 11. Restart the website (Fig. 436). bpm’online sales 515 User guide Fig. 436 Selecting the [Browse] command in the website [Actions] area 12. Follow the website address and make sure that the authorization page is displayed. NOTE To log in to a newly deployed application, use the default Supervisor user account. It is highly recommended to change the Supervisor password immediately. Login: Supervisor; Password: Supervisor. SEE ALSO • Websocket setup • Switching from HTTP to HTTPS • Setting up additional parameters and integrations • Bpm’online setup FAQ 516 WEBSOCKET SETUP The websocket protocol (WebSocket) is used in bpm'online to run custom processes, notifications, and phone integration. It is important to enable and configure this technology for all system functions to operate correctly. The technology can be configured in two ways: In the first case, Windows Server 2012 or Windows 8/10 with installed Internet Information Services (IIS) version 8 or higher must be deployed on the application server. Additional configuration to use a secure HTTPS connection is not required. If bpm'online is deployed on Windows Server 8 or older, you will need perform additional port configuration. In addition, you will not be able to use HTTPS. CONTENTS • Configuring websockets for Windows Server 2012 • Configuring websockets for Windows Server 8 CONFIGURING WEBSOCKETS FOR WINDOWS SERVER 2012 To configure websockets in bpm'online deployed on a server running on Windows Server 2012: 1. Edit the Web.config file that is located in the root folder of bpm'online. You must disable inheritance and specify restrictions on the length and query execution time. bpm’online sales 517 User guide CONFIGURING WEBSOCKETS FOR WINDOWS SERVER 8 To set up websockets in the application deployed on Windows Server 8 or earlier, edit the Web.config file located in the [Path to the root bpm’online directory]\Terrasoft.WebApp\ directory. You must specify the following values: 518 SWITCHING FROM HTTP TO HTTPS The HTTPS protocol ensures secure connection between a client and a web service. Switching from HTTP to HTTPS is recommended to increase system security and enable additional services, such as WebRTC support in Webitel. Please note that this article refers only to on-site applications. To switch to HTTPS, you need to change several options of the website in IIS and edit the Web.config file. Bpm’online cloud uses secure connection by default. CONTENTS • IIS setup • Web.config setup IIS SETUP Before configuring HTTPS, do the following: • Obtain a digital certificate from the certification center in PFX format; NOTE If you are using a self-signed certificate, bpm’online mobile application will not be able to connect to the bpm’online site due to the security policies of mobile applications. • Set up websockets for the correct operation of all system components; • Additionally, check the list of installed IIS components to avoid errors during bpm’online setup and operation. The received digital certificate must be loaded into the server certificate storage: 1. Open Internet Information Services (IIS) Manager. 2. In the main IIS window, double-click the [Server Certificates] detail (Fig. 437). bpm’online sales 519 User guide Fig. 437 Selecting the [Server Certificates] detail 3. In the [Server Certificates] window, click the [import] link in the action menu to the right (Fig. 438). 520 Fig. 438 Opening the [Import] window 4. In the import dialog box, specify: a. Path to the import file hosted on the server b. Password (if required) c. Certificate storage (Fig. 439) Fig. 439 Certificate import window 5. Click [OK] to import the certificate. bpm’online sales 521 User guide Next, connect the imported certificate to the bpm'online application: 1. In the IIS window, go to the application website by clicking its name in the left [Connections] menu (Fig. 440). Fig. 440 Selecting the bpm’online website in the IIS window 2. Click the [Bindings] link in the action menu (Fig. 441). 522 Fig. 441 Selecting website bindings 3. In the website bindings menu, click [Add] and add a new binding. In the [Add Site Binding] window, specify: a. Type "https " b. Website address c. SSL certificate (Fig. 442). bpm’online sales 523 User guide Fig. 442 Binding a certificate to the bpm’online website 4. Click [OK] to confirm the settings. Now the certificate is successfully bound to the web application. WEB.CONFIG SETUP After adding the certificate, you need to make changes to the Web.config configuration file, located in the root directory of the bpm'online website. 1. At the end of the file, find: 524 type="Terrasoft.Messaging.MicrosoftWSService.WSHandler, Terrasoft.Messaging.MicrosoftWSService" /> 3. At the end of the file, find: SEE ALSO • Setting up additional parameters and integrations • Bpm’online setup FAQ bpm’online sales 525 User guide SETTING UP ADDITIONAL PARAMETERS AND INTEGRATIONS After installing the application and enabling websockets for correct operation of the integrations and other functions, such as synchronization with Google and Facebook, , additional setup might be required. NOTE All settings described in this article must be performed by the system administrator. CONTENTS • How to set up integration with Google • How to set up integration with Facebook HOW TO SET UP INTEGRATION WITH GOOGLE To configure the integration with Google services, you must register and configure your Google account to access the Calendar API to generate integration keys (“Client ID” and “Client Secret”) and enter them in bpm'online as values for the corresponding system settings. More information is available in a separate article. HOW TO SET UP INTEGRATION WITH FACEBOOK Only “on-site” bpm’online applications require Facebook integration setup. To set up integration: • Register application in Facebook. • Register Facebook keys in bpm’online. • Set up common Facebook account in bpm’online More information is available in a separate article. SEE ALSO • Installing bpm’online application • Websocket setup • Switching from HTTP to HTTPS • Bpm’online setup FAQ 526 BPM’ONLINE SETUP FAQ • Which Internet Information Services (IIS) components are required for bpm’online? • How do I switch from HTTP to HTTPS? • Which account is used when you first log in to the system? • Does the number of active bpm’online users affect the number of Microsoft SQL Server? WHICH INTERNET INFORMATION SERVICES (IIS) COMPONENTS ARE REQUIRED FOR BPM’ONLINE? To ensure the correct operation of bpm’online on-site, enable the following components in the Windows [Programs and Features] menu: 1. .NET Framework 3.5: • Windows Communication Foundation Non-HTTP Activativation • Windows Communication Foundation HTTP Activation 2. .NET Framework 4.5/4.6: • ASP.NET 4.5/4.6 • For WCF Services: • HTTP Activation • Message Queuing (MSMQ) Activation • Named Pipe Activation • TCP Activation • TCP Port Sharing Additionally, IIS services are key component for operation of websites and web applications deployed on Windows Server. Enable the following IIS components: 1. On the "Web Management Tools” tab: • IIS Management Console • IIS Management Script and Tools • IIS Management Service 2. On the "World Wide Web Services" tab: • For the Application Development Features component: • All ASP.NET elements • All .NET Extensibility elements • ISAPI extensions; • ISAPI Filters • WebSocket Protocol • For the Common HTTP Features component: • Default Document • HTTP Errors • HTTP Redirection • Static Content • For the "Health and Diagnostics” component: bpm’online sales 527 User guide • Custom Logging • HTTP Logging • Logging Tools • Request Monitor • For the "Security” component: • Request filtering • IP and Domain Restriction HOW DO I SWITCH FROM HTTP TO HTTPS? The detailed procedure for switching from HTTP to HTTPS is covered in a separate article. WHICH ACCOUNT IS USED WHEN YOU FIRST LOG IN TO THE SYSTEM? After the successful deployment of bpm'online on-site, log in with these credentials: user - Supervisor, password - Supervisor. DOES THE NUMBER OF ACTIVE BPM’ONLINE USERS AFFECT THE NUMBER OF MICROSOFT SQL SERVER? The number Microsoft SQL Server users does not depend on the number bpm'online users, though depends on the number of servers with databases. Please see the System requirements for on-site deployment SEE ALSO • Installing bpm’online application • Websocket setup • Switching from HTTP to HTTPS • Setting up additional parameters and integrations 528 BPM’ONLINE LICENSING Only licensed users have access to bpm’online functionality. Licensing in bpm’online covers two general types of operations with licenses: software licensing and distributing the available licenses among the user accounts. Several types of licenses are used in bpm’online: NOMINAL LICENSES Nominal licenses provide access to the product for specific users. Licenses of this type are connected to user accounts and cannot be used by other users. A system administrator can redistribute the available licenses among users at any time. SERVER LICENSES Server licenses provide access to additional system functionality, for example, phone integration. Unlike the nominal license, the server license does not require licensing for specific users. In other words, when distributed the license, all bpm’online users that have corresponding permissions will have access to the functionality that is covered by this license. CONTENTS • Software licensing • License distribution VIDEO TUTORIALS • Creating and licensing users bpm’online sales 529 User guide SOFTWARE LICENSING The process of licensing is similar for all types of licenses used in bpm’online. Software licensing is performed in the license manager. To buy or prolong the validity of a license: 1. Generate the license request and send it to the technical support team. 2. You will receive a file in return. Upload it to the system. GENERATING A LICENSE REQUEST To generate a request: 1. Open the system designer by clicking the button in the top right corner of the application. 2. In the [Admin area] block, click the [Advanced settings] link (Fig. 443). Fig. 443 Opening the advanced settings page 3. In the menu, select the [Manage user licenses] option (Fig. 444). The license manager window will open. Fig. 444 Opening the license manager 4. In the [Customer Id] field, specify the number received from the technical support team. 5. Click the [Request Licenses] button (Fig. 445). 530 Software licensing Fig. 445 Generating a license request As a result, a license request file will be generated and downloaded. 6. Send the license request file to bpm’online technical support team – [email protected]. You will receive a file containing the information about purchased licenses. UPLOADING A LICENSE FILE IN THE SYSTEM: To upload licenses: 1. Locally save the license file received from the technical support team. 2. In the license manager window, click the [Upload Licenses] button (Fig. 446). Fig. 446 Loading a license file to bpm’online 3. Specify the path to the license file you saved earlier and click the [Load Licenses] button. As a result, the updated license data will be loaded into the system. This may result in the licenses list being updated, particularly in increasing the number of available licenses or extending their duration. bpm’online sales 531 User guide LICENSE DISTRIBUTION In order for a new employee to be able to log in, their user accounts must be licensed. A system administrator can redistribute the available licenses at any time. NOTE The total number of distributed nominal licenses cannot exceed the total number of purchased licenses of this type. Server licenses do not need to be distributed. To distribute licenses, you can use either the license manager or the [Users and roles management] section. LICENSING USERS IN THE LICENSE MANAGER If you need to distribute licenses to several user accounts at once, use the license manager. For example, to redistribute the available licenses: 1. Open the system designer by clicking the button in the top right corner of the application. 2. In the [Admin area] block, click the [Advanced settings] link (Fig. 447). Fig. 447 Opening the advanced settings page 3. In the menu, select the [Manage user licenses] option. 4. In the displayed license manager window, go to the [Distributed Licenses] tab. 5. In the product column, select checkboxes next to the users’ names to license their accounts (Fig. 448) or clear the checkboxes to disable the licenses for specific users. Fig. 448 Selecting the checkbox in the license manager 6. Use the same procedure to distribute the available licenses for other purchased products. 7. Close the license manager window. As a result, bpm’online licenses will be distributed/removed for specific user accounts. ATTENTION! If the number of distributed personal licenses exceeds the number of available ones, the access to the system will be restricted for all users. To unlock the system, the user, who has access to license management must log in to bpm’online and decrease the number of distributed licenses. 532 License distribution LICENSING USERS IN THE [USERS AND ROLES MANAGEMENT] SECTION You can also license the users in the [Users and roles management] section. This method of licensing is recommended when licensing one specific user account, for example, when a new employee is registered in the system. To distribute or disable a license in the [Users and roles management] section: 1. Open the system designer by clicking the button at the top right corner of the application. 2. Open the system designer and click the [Users and roles management] link in the [System users] block (Fig. 449). Fig. 449 Clicking the [System users] link 3. Select the needed user and click the [Edit] button. On the user page, on the [Licenses] tab, select the checkboxes next to the product names (Fig. 450) to license the user or clear the checkboxes to disable the licenses. Fig. 450 Selecting a checkbox on the [Licenses] detail 4. Save the page. As a result, the selected user account will receive one of the available bpm’online user licenses. SEE ALSO • Software licensing • Users and roles management VIDEO TUTORIALS • Creating and licensing users bpm’online sales 533.
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