Sicon CRM Administrator Guide v22

1. Sage 200 System Admin CRM Settings

How to Install Sicon CRM is documented in the separate Sicon CRM V22 Install Guide.

Once the add-on is installed, the user will need to ensure that all users who wish to use Sage related functionality need to be setup in Sage 200 System admin and assigned an appropriate role with the appropriate features enabled.

1.1. Sage 200 Roles

A Web /App only user still needs to be setup as a Sage 200 user and then assigned to a role, which is designated as a Remote User Only role.

This will allow users to access certain key features such as creating quotes and orders, converting a Prospect record to a Sales Ledger record, etc.

1.2. Sage 200 Users

This is where you assign your Sage 200 user to their role.

There are also some additional permissions that potentially need to be assigned to the user from the SOP Utilities>System Setup> User Permissions.

If the settings, shown above are not assigned then the user will not be able to override items such as prices, discounts, etc.

2. Employees

The Employees section is where the Sicon CRM Users (Employees) are defined. The Employee section is used by various Sicon modules so the information required for Sicon CRM is limited.

2.1. Maintain Employees

A user is created and details are maintained within the Maintain Employees section of Sicon CRM, which is held within the main menu section, Employees:

For Sicon CRM only a few details are required for the user setup as identified below.

If the user is also a Sage 200 user, their records can be linked together but the Sicon Employee still needs to be created.

The above details are self-explanatory however, the CRM Tab requires further explanation.

2.2. Employee CRM Tab

User Licence Level

The user licence level is the level of functionality rights that a user has:

• None – No Access to Sicon CRM.
• Basic – Access to Companies, People and Tasks.
• Intermediate – Access to Companies, People, Tasks, Opportunities and Cases.
• Advanced – Access to Companies, People, Tasks, Opportunities and Cases, and Campaigns.

Sales Target Year

Allows the Administrator to set the Sales Targets for each employee. This is then compared with actual Opportunities, Orders and Invoices for that Employee on the My Sales Dashboard:

The orders and returns have an additional field called Account Manager, this identifies which Orders and Returns are associated with which Account Manager in CRM.

Invoices refer to stock items that have actually been invoiced.

2.3. Maintain Teams

This section allows the Administrator to create or maintain teams, that an Employee is then assigned to:

Teams are relevant in various areas such as Analysis of Cases, Opportunities, Orders and Dashboards.

There are additional tabs displayed here which are relevant to additional Sicon modules that have been installed.

3. Sicon CRM Settings

This section is where key settings for CRM are defined. It is essential that the Administrator goes through each of the tabs within this section as they will affect the behaviour of the system.

3.1. Licence

This is where you enter your licence key to use Sicon CRM:

3.2. Employees

This is where additional permissions for the user are set. These are:

• Sending tasks to your calendar (emailing Tasks to Outlook as email invites). Note – For a User to be able to Send or Receive appointment notifications into Outlook, they must have this option turned on.
• Edit the user licence level.

3.3. Contacts

Add their API Key for Loqate (Postcode Search sold separately). To activate this, click on the link Sign Up for Loqate and follow the instructions:

• Specify to Sync Customers and / or Suppliers.
• Specify whether to Synchronise Delivery Addresses held in Sage 200 to Addresses flagged as type Delivery in Sicon CRM.
• Enable SOP and / or POP Tab on Companies, Display Turnover & History (in Account Tab), Enable the Memos entity for Companies & People.
• Enable Territories – See Territories section under Company Maintenance.

3.4. Tasks

Customer / Supplier Account Automatic Task creation

When a user attempts to create a Sales or Purchase Ledger account in Sage 200 from a prospect record in CRM, and they do not have permissions in Sage to create those accounts, Sicon CRM will automatically create a Customer / Supplier Account Creation task. The default team and default employee are then used to decide which person the task is to be sent to and added to that user as a Tentative appointment in Outlook.

Enable Tracking notes

On a Task, if you change the Assigned user, it will automatically update the team to that of the newly assigned user.

Enable the Memos entity for Tasks.

Unlike Tracking Notes, Memo’s allow the user to record additional details against an entity. These details can also be edited and flagged as Active or Inactive and can also be assigned a Type. If flagged as active, a count will be displayed on the Memo Tab of the record.

Memos have a character limit of 3,000.

3.5. Cases

In Sicon CRM there is a section on the main menu referred to as Dashboards:

Within the Dashboard menu there are six specific dashboards, which are referred to as:

Team Customer Service – Where a Case is assigned to a Team and is filtered by Team regardless of Case Type.

My Customer Service – Where a Case is assigned to the logged on user regardless of Case Type or Team.

My Credit Control – Where a Case is assigned to the logged on user and the Case Type is Credit Control.

Team Credit Control – Where a Case is assigned to a Team and the Case Type is Credit Control. This Dashboard has a filter at the bottom of the screen which allows the user to filter by other teams.

My Quality Control – Where a Case is assigned to the logged on user and the Case Type is Quality Control.

Team Quality Control – Where a Case is assigned to a Team and the Case Type is Quality Control. This Dashboard has a filter at the bottom of the screen which allows the user to filter by other teams.

• The purpose of the above two Case Type settings is to select which case type should be used for the cases you wish to appear on the Quality Control and Credit Control Dashboards.
• Enable Tracking notes for Cases.
• On a Case if you change the Assigned user, it will automatically update the team to that of the newly assigned user.
• Enable the Memos entity for Cases, (see Memos detail above).

3.6. Opportunities

Enable Tenders – allows the Administrator to turn Tenders on or off.

Tenders are used by Companies who get multiple opportunities for the same work but the opportunity can only be realised once. For example, there is a project to build a new conference hall.

This building could consist of many products, two of which are the customer’s main areas of business.

Many subcontractors may want a quote from the company to supply them with glass or metal, to in turn make the bid to the End Customer is Inviting Tenders for the building contract.

By placing these opportunities into a Tender and specifying which opportunity is the one you wish to include into your forecast, you can avoid double counting opportunities and overinflating your forecast.

Tenders are covered under the Opportunity Section of this document.

• Enable Tracking notes for Tenders and / or Opportunities.
• On an Opportunity if you change the Assigned user, it will automatically update the team to the team of the newly assigned user.
• Enable the Memos entity for Opportunities and / or Tenders (see Memos detail above).
• Display the Opportunity and / or Tender Reference when a new Opportunity or Tender is created.

3.7. Campaigns

Allows the Administrator to enable using Mailchimp Integration.

The user must acquire an API Key from within their Mailchimp Account (see https://mailchimp.com/help/about-api-keys/#Find_or_generate_your_API_key).

Mail Chimp Campaigns are covered in the Campaigns section of this document.

3.8. Email

Allows the Administrator to set the SMTP details of their mail server.

SMTP Host – The customer’s MX record

Port – Usually 25

SMTP User name – The Office 365 account that has been setup with a full Outlook Mailbox.

Enable SSL – Secure Socket Layer – Normally ticked

Organiser Email Address – This is the email address that appears in the Email / Invite

Organiser Name – This is the Name that appears in the Email / Invite

The SMTP setup details should be provided by the Customer’s IT provider.

How to setup an email relay using Office 365: https://lazyadmin.nl/office-365/smtp-relay-in-office-365/

Sending Emails

The SMTP setup allows users to send emails directly out of Sicon CRM using the CRM’s internal email editor.

However, these emails do not show in the user’s sent items. They are stored in the Emails tab in CRM. CRM

The email address of the actual user that sent the email will not be displayed in the From in Outlook. Instead, it will show the email address of the Organiser name set in the SMTP settings above.

 Task Invites

The Emails section also allows users to send Email invites to users when scheduling a Task.

Tasks and Invites are covered in the Tasks section of this document.

3.9. Mobile

This section allows the user to scan the QR code for using the Mobile App and will prompt the installation on the user’s mobile phone. Please note this functionality is now obsolete and has been replaced by a mobile view of the Sicon CRM Web.

The App is compatible with both Android and iOS devices.

3.10. Employee Login Details (for Web and App)

These details are held under the section Employees in the Sicon CRM menu:

3.11. Email Templates

This section allows the user to create specific templates relating to specific entities.

The fields relating to the specific entity (such as cases) includes the Case entity fields and other commonly required fields from other entities such as Company and People.

Click New, add the description for the template, identify which entity this template is for.

Once this is created, the template becomes available for that entity.

As per the example above, the right hand side of the screen shows the available fields for that template / entity. You can drag and drop fields from the right hand side to the Subject or Body of the email.

For example, go to a Case and click on New Email. This will open a New email form and allow you to choose a template that is relevant to that entity:

The user can also add attachments to an email at the point of sending the email.

At this point in time, it is only possible to create email templates for Tasks, Cases and Opportunities.

3.12. Common - Managing Notifications

A User can subscribe themselves or their Team to a particular record and any activity updates associated with that record.

This is enabled through Settings > CRM Settings > Common Tab > Enable Notifications for Subscriptions.

The user can then Subscribe / Unsubscribe themselves or their Team to the record by clicking on the Bell icon displayed at the top right corner of the Record Header.

See Sicon CRM User Guide for further details.

3.13. Misc – Repair User Permissions

This function should only be used if instructed to by Sicon Support.

4. Sicon System Admin

Sicon System Admin is an area which provides more granular security for each user. A User is referred to as an Employee. The Employee is assigned to one or more Roles and a Role is made up of one or more Features.

4.1. Employees

Within the Employees section it is possible to:

Create New / Edit Employee – Takes the user to the same screen as the Maintain Employees section.

Delete, Print a List or Export to Excel Employee(s).

4.2. Roles

A role in Sicon System Admin is similar to Sage System Admin. A role is assigned a list of features (permissions) and then users are assigned to the role.

Create / Edit Role – Allows the user to specify the name of the role and select which employees are part of that role.

Right clicking on the role name will present the user with a number of options:

Delete, Print a List or Export to Excel Role(s)

Assign Features by Role – Presents the user with a Features list that can then be ticked to specify the permissions.

This affects all primary and secondary entities. So it is possible to give permission to a user to Delete Emails from the Company Entity but not from the Person entity.

Edit Sage Linked Records

If ticked, the functionality allows Employees to update the Sage 200 records that are linked to their respective Sicon CRM records. Fields that are linked are identified with a small link icon. If these fields are modified they will automatically update the SL / PL account they are linked to. Please note, the fields within the SL / PL accounts do not show that icon.

4.3. Features

Allows the converse of Roles whereby the user can assign Roles by Feature.

If the user right clicks on a feature and selects Assign Roles by Feature they will be presented with the below screen.

What controls are there in Sicon System Admin?

The format of permissions per entity are as follows:

Entity Name (e.g. Company)

• Attachments – Add,  Amend / Delete
• Memos – Add, Edit, View, Delete
• Emails – Add, Edit, View, Delete
• Entity (e.g. Company) – Add, Edit, View, Delete

Additional Features

General

• Export to Excel

Company

• Link Sage Accounts
• Unlink Sage Accounts
• Edit Sage Linked Fields
• View Turnover & Sales History

Opportunity

• View Cost & Margin

5. Maintenance

This section allows the Administrator to define other fields that are not directly associated to a specific entity.

5.1. Reminder Types

These are beneficial when a user creates a Task and wants to be reminded in a certain amount of time to do the task. These types are setup as standard.

Adding or altering Type is simple.

Note – The Number field is not relevant and can be left as 100.

5.2. Snooze Types

Very similar to Reminder types, they are beneficial when a user has created a task with a reminder and they wish to snooze the reminder for a certain amount of time.

5.3. Email Types

This is a simple dropdown list of types of email and can be used in conjunction with the email templates / email functionality to set a type at the point of creating the email.

5.4. Memo Types

This is a simple dropdown list of types which can be associated with a specific entity.

Memos can have a default value assigned to them and the order in which they are displayed can be altered using the Move Up / Down buttons.

Where a Memo Type is associated with an Entity, it will only be available to select when recording a Memo against that entity.

Memos can be flagged as Active or Inactive. If flagged as Active a number will be displayed on the Memo Tab.

Memos are also displayed as Notifications in the Notifications section:

6. Company Maintenance

6.1. Company Sectors, Sources & Statuses

These all follow the same functionality of being able to add New, Edit, View or Delete. In Version 22 it is also possible to re-order how the list is presented to the user using the Move Up / Down buttons.

In certain circumstances there are system types that the user cannot delete but can edit.

In all instances, these fields are limited to single select only (however, the user can create custom multi-select fields).

The Company Sectors, Sources and Status fields are simple dropdown lists with no direct impact on the system

An example of this is the Company Status field:

6.2. Company Types

The Company Type field is a system field. This field has effects on the system dependant on the type of value chosen. For example, if the Company Type is set to Supplier or Prospect Supplier it is not possible to add an opportunity. In addition, if this is not set to Prospect Customer / Supplier, it is not possible to convert the company to an account.

The Types below should never be removed as they are crucial to the functionality of Sicon CRM.

Additional Types can be added but not advised.

End User – Allows an Opportunity to be associated with an End User Company.

6.3. Account Types

The Account Types field can be used to further categorise the Company Type. E.g. a Company of Type Customer could be further categorised as a Reseller by using the Account Type field.

The Account Type field is not linked to the Company Type and has no system effects.

6.4. Company Link Types

Each Company can be linked to multiple companies to show relationships. A Company Link Type has two sides.

• The Source Company (the Company from which you are initiating the linking process).
• The Target Company (the Company to which you are linking).

Under the Company Link Types the user can add a new Company link Type – Head Office and its Opposing Link Type is Branch.

It is also possible to set the Account Type for this relationship if required.

6.5. Territories

Territories are used as another level of security that if enabled (within Settings > CRM Settings > Contacts > Enable Territories) allows the Administrator to limit access to data for specific users to the Territory assigned to them.

Once enabled, the Administrator can then setup the territories within the Company Maintenance section.

Territories can be controlled by New, Edit, View or Delete buttons.

Once created the user can reposition the territory using drag and drop, to any point in the hierarchy.

All records begin with a blank territory, considered the top of the territorial hierarchy. A parent territory will show all of its records and those of its sub-territories.

A user can manage records within their own territory but not records of other territories or the parent territories.

Note- This means a record without an assigned territory will not be seen by users with an assigned territory.

Territories are then assigned to Sicon CRM Employees (Users). This is managed under the section Employees > Maintain Employees.

In this instance if the Employee was given the Territory ‘UK’, they would only be able to see Companies and their respective child data that had been set as UK on the Company Details Tab.

Now when the Employee tries to do a Company Search, only one company is displayed, because it is the only company record that have been given the Territory of ‘UK’.

6.6. Company Analysis Codes

As with most Sage 200 modules, the CRM entities come with the ability to add Analysis Codes.

Analysis codes are a series of fields which can be used to sub analyse the standard data. A customer can create up to 20 Analysis Codes for each entity. These analysis codes are entirely user defined.

These fields can take the form of Text, Date, Dropdown List (single select only), Numeric or Tick Box and can be made mandatory if required:

If selected as a Drop-Down List, a grey button will be displayed. Clicking on it will allow the Administrator to add items to the list.

From the Company Entry screen the analysis codes are available under the Analysis Codes Tab.

See Cases section for full details on Entity Analysis Codes.

6.7. GDPR Analysis Codes

The Company GDPR Analysis Codes functionality provides the user with the means to set various choices specified to the Company record regarding their Marketing preferences.

The GDPR Analysis Codes for People are maintained through the Company GDPR Analysis Codes. However, the value selected for people can differ from the GDPR values chosen for the company.

There is one GDPR field that is a system field and cannot be amended: Marketing Opt Out.

The marketing opt out field is automatically updated between CRM and Mailchimp if that integration is enabled.

GDPR Analysis Codes have the same field properties as Standard Analysis Codes.

See Cases section for full details on Entity Analysis Codes.

6.8. Company Custom fields

Within Sicon CRM it is possible to create up to 12 Custom fields for the Company entity.

These fields can be any of the following types:

Unlike Analysis Codes which are held in their own tab, the Custom Company fields are held on the main Company Details tab. It is possible to make the fields mandatory and to add these to the Company Search List and its corresponding filter.

Most of the custom field types are self-explanatory, however, be advised of the following:

Employee – Gives you a list of Employees (Users) that can be selected from (e.g. Secondary Account Manager).

Company – Gives you a list of Companies to select from (e.g. Secondary Company).

Person – Provides the user with two selection lists – 1 is the company and 2 is the list of people associated with that company.

A new feature in Sicon CRM Version 22 is the introduction of Multi-select fields.

Multi-select fields store their data separated by an ;  ACS/BLENDER;ACS/ESPRESSO;ACS/FILTER-COFFEE

Fixed List Multi-select – Manually create a list of choices.

SQL List Multi-select – Present Users with a list of choices based upon an SQL Select statement:

select code AS ‘Code’,  + ‘ ‘ + name  AS ‘Product Description’ from stockitem

See Cases section for full details on Entity Custom Fields.

7. Company Utilities Menu

This section allows the Administrator to import existing Sage 200 data and import records not currently held in CRM (e.g. Prospect Customers). Duplicate companies can be identified and merged. Data can be exported to csv. Memos can be imported.

7.1. Migrate Sage 200 Contacts

This feature allows the immediate importing of the SL & PL Accounts, along with all their static data (phone numbers, addresses, etc) and their contact information into the Sicon CRM module creating a link between the two records.

For example, Abbey Retail is a pre-existing Sage 200 SL account, prior to implementing Sicon CRM.

By using the Migrate Sage 200 Contacts this data is automatically replicated into the Sicon CRM Company entity as a Type: Customer. If it was a Supplier it would do exactly the same thing.

What do the check boxes mean?

Migrate Customers – whether to migrate Sales Ledger accounts or not.

Migrate Suppliers – whether to migrate Purchase Ledger accounts or not.

Migrate Delivery Addresses – whether to migrate each customer delivery address from SOP as separate address under the sales company, or as a separate company.

Migrate New Accounts only* – whether to migrate only accounts that don’t exist in CRM already.

Scenarios:

• All four boxes ticked – Will update any Customer or Supplier companies that have already been migrated, Migrate all SOP Delivery Addresses as either New Customer Companies or Add / Update existing Company addresses to existing Customer Companies.

• Migrate Suppliers – Will update existing Supplier Companies.

• Migrate Customers – Will update existing Customer Companies.

• Migrate Suppliers and Migrate New Accounts only – Will just create New Supplier Companies.

• Migrate Customers and Migrate New Accounts only – Will just create New Customer Companies

*Please note, any future Accounts that are created in either the Sales or Purchase Ledgers will automatically create a new CRM Company of either Type Customer or Supplier and a link will be established.

7.2. Importing Company Data

All import templates are available through the Utilities Menu item for the relevant entity.

Obtaining these templates can be done through selecting the Import Companies feature and then selecting the Generate Template button.

It is recommended that you have fully configured your Company fields prior to importing your data.

Advice:

Import your Companies and People data before importing your addresses.

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional data for an existing Company in CRM it is recommended that you use the Export Companies feature. This will export all data relating to those Companies, including their IDs, which will be used by the Import Companies feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing Company in CRM ensure that the SiconCRMCompanyID, CompanyName, CompanyType, CompanyStatus, SupplierAccountNumber or CustomerAccountNumber, AccountManagerPersonFirstName, AccountManagerPersonLastName are populated.
• If you are importing Prospect Customers, you must include the ProspectCurrency.
• If you are using Territories, you should include the Territory Name on the import file. If left blank, it is considered to be the top of the territory hierarchy.
• If you are using Analysis Codes or Custom fields and they are flagged as Mandatory, they must be completed.
• Incorrectly defined email addresses will cause the validation to fail.
• Do not populate the Delete column.
• If you are importing fresh Company data, where the Company does not already exist in the database, you should create a unique reference ID, then add this into the ExternalReference column for each company and Not populate the SiconCRMCompanyID field. Then ensure the CompanyName, CompanyType, CompanyStatus, SupplierAccountNumber or CustomerAccountNumber, AccountManagerPersonFirstName, AccountManagerPersonLastName fields are populated.
• Only use the values specified in the Import template for the CompanyType field.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

The Export Companies feature is extremely useful if you wish to export data for mass modification of fields and then re-importing them. The data is exported according to the standard templates. When re-importing, the data is either merged if a field is empty or ignored if not, unless the user specifies they wish to overwrite the data.

7.3. Exporting Companies

From the Company Utilities Menu select the Export Companies and a csv file will be generated.

7.4. Importing Company Addresses

This feature includes importing Addresses for Companies and People.

Import your Companies and People data before importing your addresses.

You must have a separate line to import Company and People Addresses, however it is recommended to use two separate import files for Company and People addresses.

You can import multiple addresses for the same company and / or Person.

It is recommended to split your Address import files out into their Company Addresses and People Addresses to avoid confusion and to ensure that fields specific to those entities are completed.

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• Exporting your existing Company addresses will help you to ensure that you are not duplicating existing addresses.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

Importing additional addresses for an existing Company in CRM:

• Ensure that the CompanyName on the import file matches the Company name on the Company entity Exactly and Do not populate the SiconCRMAddressID field.
• Ensure that the Address details are Unique.

Importing additional data for an existing Address in CRM:

• Ensure that the SiconCRMAddressID, CompanyName, PostalName, AddressLine1 match the existing address and are populated.
• It is not mandatory to complete the other address fields.

Importing New Company Address data, where the Company does not already exist in the database.

• You Must create the Company record first (as described above). You will have already needed to give the Company an CompanyExternalReference.
• Run the Import Address routine for Companies specifying the CompanyExternalReference column for each new company you have created and do Not populate the SiconCRMAddressId field.
• Ensure the CompanyName matches the CompanyName Exactly.
• Ensure the PostalName, AddressLine1, IsPrimaryAddress are populated and Unique.

7.5. Exporting Company Addresses

From the Company Utilities Menu select the Export Addresses and a csv file will be generated.

7.6. Importing Company Memos

This feature includes importing multiple Company Memos and their respective types. Company Memos can be a max of 3,000 characters.

Import your Companies data before importing your memos.

You can import multiple memos for the same company. Please note:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

Importing additional memos for an existing Company in CRM.

It is recommended that you use the Export Company Memos feature. This will export all static data relating to those Memos, including their IDs, which will be used by the Import Company Memos feature to identify the correct existing record when you reimport your data.

Importing additional data for an existing Company Memo in CRM.

• Ensure that the CompanyName, SiconCRMMemoID, Memo, MemoType, IsActive are populated.

Company Memo data, where the Company does not already exist in the database

• You Must create the Company record first (as described above).

Run the Import Company Memo feature for Companies specifying the CompanyExternalReference column for each company and do Not populate the SiconCRMMemoID field.

Ensure the CompanyName, Memo, MemoType, IsActive are populated.

7.7. Exporting Company Memos

From the Company Utilities Menu select the Export Company Memos and a csv file will be generated.

7.8. Merge Companies

This feature allows the user to Merge two Company records together.

The user must select two records and then decide which one they are keeping and which one they are deleting. Please note:

• All static data for the record that has been chosen to be kept is retained.
• All static data for the record that has been chosen to be deleted is lost.
• There is no merging of static data.

All other data such as Cases, Opportunities, People etc are all moved to the record the user has chosen to keep.

7.9. Duplicate Company Search

This feature enables the user to identify if there are duplicate Company records and then allows you to select it and click on the Merge button.

The user can increase the amount of variance the search can encompass.

From here the user can edit or view the Company record and then choose to merge the Company. Pressing the Merge button initiates the Merge feature described above.

8. People Maintenance

8.1. Person Statuses

These all follow the same functionality of being able to add New, Edit, View or Delete.

In certain instances there are system types that the user cannot delete but can edit.

In all instances, these fields are limited to single select only.

A simple example of this is the Person Status field:

8.2. Person Analysis Codes

Analysis Codes follow the same format as Company Analysis Codes and are accessed from the Person Entry screen under the Analysis Codes Tab. Person Analysis codes are entirely separate from Company Analysis codes.

See Cases section for full details on Entity Analysis Codes.

8.3. Person Custom Fields

Person Custom Fields are managed within the Company Custom fields menu item.

Person Custom fields follow the same format as Company Custom fields and are accessed from the Person Entry screen.

Person Custom fields are entirely separate from Company Custom fields even though they are managed from exactly the same location.

Unlike Analysis Codes which are held in their own tab, the Person Custom fields are held on the main Person Details tab.

It is possible to make the fields mandatory and also to decide whether or not you wish to add these fields onto the Person Search List and its corresponding filter.

Person Search view showing Custom fields ‘Likes Golf’ & ‘Favourite Football Team’ in the Columns and in the Filters.

Within Sicon CRM it is possible to create up to 12 Custom fields for the Company entity.

These fields can be any of the following types:

Unlike Analysis Codes which are held in their own tab, the Custom Company fields are held on the main Company Details tab. It is possible to make the fields mandatory and to add these to the Company Search List and its corresponding filter.

Most of the custom field types are self-explanatory however, be advised of the following:

Employee – Gives you a list of Employees (Users) that can be selected from (e.g. Secondary Account Manager).

Company – Gives you a list of Companies to select from (e.g. Secondary Company).

Person – Provides the user with two selection lists – 1 is the company and 2 is the list of people associated with that company.

A new feature in Sicon CRM Version 22 is the introduction of Multi-select fields.

Multi-select fields store their data separated by an ;  ACS/BLENDER;ACS/ESPRESSO;ACS/FILTER-COFFEE

Fixed List Multi-select – Manually create a list of choices.

SQL List Multi-select – Present Users with a list of choices based upon an SQL Select statement:

select code AS ‘Code’,  + ‘ ‘ + name  AS ‘Product Description’ from stockitem

See Cases section for full details on Entity Custom Fields.

8.4. Person GDPR Analysis Codes

The GDPR Analysis Codes for People are maintained through the Company GDPR Analysis Codes. However, the value selected for people can differ from the GDPR values chosen for the company.

There is one GDPR field that is a system field and cannot be amended: Marketing Opt Out.

The marketing opt out field is automatically updated between CRM and Mailchimp.

Addresses, Tasks, Cases, Opportunities, Emails, Attachments and Memos.  All these tabs behave in exactly the same manner as their equivalent tabs against the Company.

See Cases section for full details on Entity Analysis Codes.

9. Person Utilities Menu

This section allows the Administrator to import contact records not currently held in CRM. Duplicate Contacts can be identified and merged. Data can be exported to csv. Memos can be imported.

9.1. Importing Person Data

All import templates are available through the Utilities Menu item for the relevant entity.

Obtaining these templates can be done through selecting the import entity and then selecting: Generate Template button.

It is recommended that you have fully configured your People fields prior to importing your data.

Advice:

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional data for an existing Person in CRM it is recommended that you use the Export People feature. This will export all Static Person data, including their IDs, which will be used by the Import People feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing Person record in CRM Ensure that the SiconCRMPersonID, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonStatusName, IsPrimaryPerson are populated.
• If you are using Analysis Codes or Custom fields and they are flagged as Mandatory, they must be completed.
• Incorrectly defined email addresses will cause the validation to fail.
• Do not populate the Delete column.
• If you are importing fresh Person data, where the Person does not already exist in the database, you should create a unique reference ID, then add this into the ExternalReference column for each Person and do Not populate the SiconCRMPersonID field and then ensure , CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonStatusName, IsPrimaryPerson are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

The Export People feature is extremely useful if you wish to export data for mass modification of fields and then re-importing them. The data is exported according to the standard templates. When re-importing, the data is either merged if a field is empty or ignored if not, unless the user specifies they wish to overwrite the data.

9.2. Exporting Person Data

From the Company Utilities Menu select the Export People and a csv file will be generated.

9.3. Importing People Addresses

The feature to import People addresses is held under the Company Utilities section.

Import your Companies and People data before importing your People addresses.

You must have a separate line to import Company and People Addresses, however it is recommended to use two separate import files for Company and People addresses.

You can import multiple addresses for the same Person.

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional Addresses for an existing Person record in CRM it is recommended that you use the Export Addresses feature. This will export all static address data, including their IDs, which will be used by the Import Addresses feature to identify the correct existing record when you reimport your data.
• If you are importing data for existing People Addresses, ensure that the SiconCRMAddressID, CompanyName, CompanyExternalReference, PersonExternalReference, PostalName, FirstName, LastName, AddressLine1, IsPrimaryAddress are populated.
• It is not mandatory to complete the other address fields.
• If you are importing fresh Person Address data, where the Person does not already exist in the database, you Must create the Company and Person records first (as described above).
• Then run the Import Addresses feature for People specifying the CompanyExternalReference and PersonExternalReference columns for each Person and do Not populate the SiconCRMAddressID field.
• Then Ensure the CompanyName, PostalName, FirstName, LastName, AddressLine1, IsPrimaryAddress are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

9.4. Exporting People Addresses

From the Company Utilities Menu select the Export Addresses and a csv file will be generated.

9.5. Importing Person Memos

This feature includes importing multiple People Memos and their respective types. People Memos can be a max of 3,000 characters.

Import your People data before importing your memos.

You can import multiple memos for the same Person. Please note:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional memos for an existing Person in CRM it is recommended that you use the Export People Memos feature. This will export all static data relating to those Memos, including their IDs, which will be used by the Import People Memos feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing People Memo, ensure that the CompanyName, FirstName, LastName, SiconCRMMemoID, Memo, MemoType, IsActive are populated.
• If you are importing fresh Person Memo data, where the Person does not already exist in the database, you Must create the Company and Person records first (as described above).
• Then run the Import Person Memo feature for People specifying the CompanyExternalReference column for each company / person and do Not populate the SiconCRMMemoID field. Then ensure the FirstName, LastName, CompanyName, Memo, MemoType, IsActive are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

9.6. Exporting Person Memos

From the People Utilities Menu select the Export People memos and a csv file will be generated.

9.7. Move Person

This feature allows the user to ‘Move’ a Person record from one company to another. Its purpose is to move certain key pieces of information that are unique to the Person rather than the Company they were working for.

• The user must select the Person who is moving and the company they are moving to.
• The user then must decide what static data they intend to move with the Person.
• There is no movement of ‘one to many’ records with the exception of Memos and Attachments.
• The ‘Old’ Person record has its Person Status changed to Ex-Employee and the ‘New’ Person record has its Person Status field set to Current Employee.
• The ‘Old’ Person record neither any of its data is deleted.

9.8. Merge Person

This feature allows the user to Merge two People records together.

The user must select two records, then decide which one they are keeping and which one they are deleting. Please note:

• All static data for the record that has been chosen to be kept is retained.
• All Static data for the record that has been chosen to be deleted is lost.
• There is no merging of static data.

All other data such as Cases, Opportunities, People etc are all moved to the record the user has chosen to keep.

9.9. Duplicate Person Search

This feature enables the user to identify if there are duplicate Person records and then allows you to select it and click the Merge button.

The user can increase the amount of variance the search can encompass.

From here the user can edit or view the Person record, then choose to either merge the company or to merge the contacts. Pressing either of the merge options initiates the Merge feature described above.

10. Case Maintenance

This section allows the Administrator to define the dropdown values for the existing standard fields for Cases. A default value can be specified and the order they are presented can be altered.

10.1. Case Stages

Case Stages are generally used to Identify the current progress of the case.

There is the ability to set which Stage Name is the default when creating a new Case.

Additional Stages can be created.

The Order in which the cases are presented can now be modified by selecting a stage and using the Move Up / Down buttons.

10.2. Case Types

There is the ability to define the different types of Case that can be raised such as Customer Service, Quality or just a General Case. Many businesses will have several case types so that they can report on what areas of the business are having issues.

There is the ability to set which Type of Case is the default when creating a new Case.

Additional Types can be created.

The Order of how the Case Type is presented can now be modified by selecting a Type and using the Move Up / Down buttons.

10.3. Case Severities

There is the ability to define the Severity or Urgency of a Case that can be raised such as Low, Normal, High and Critical, therefore allowing the user to prioritise the order that cases are addressed.

There is the ability to set which Severity is the default when creating a new Case.

Additional Severities can be created.

It is currently not possible to move the order of the Severities.

10.4. Case Analysis Codes

Case Analysis Codes follow the same format as any other Analysis Code and are accessed from the Case Entry screen under the Analysis Codes Tab. Case Analysis codes are entirely separate from any other Analysis codes.

• It is possible to have up to 20 Analysis Codes.
• The Analysis Code Tab will not display against the Case entity until at least one Code has been defined.
• Unlike standard Sage Analysis Codes which can be either a free text field or a dropdown list field, Sicon CRM Analysis Codes can also be Date, Numeric or Tick Box type.
• Case Analysis Codes can also be made Mandatory.
• Any defined Case Analysis Codes will automatically be displayed in the Dashboards, Search List and Search Filters.

10.5. SLAs

SLAs (Service Level Agreements) are where the Customer and the Business have agreed terms (time scales) in which a Case should be addressed / resolved etc.

Sicon CRM’s SLAs is an easy to use function that when applied will automatically set the due date of the case. These can be defined in Days / Hours and Minutes.

There is the ability to set which SLA is the default when creating a new Case.

Additional SLAs can be created.

It is currently not possible to move the order of the SLA.

SLAs are not linked to Case Types or Severities.

10.6. Case Custom fields

• Case Custom Fields are managed within the Case Custom fields menu item.
• Case Custom fields follow the same format as any other Custom field and are accessed from the Case Entry screen.
• Case Custom fields are entirely separate from other entity Custom fields.
• Case Custom fields can be set to Mandatory, Displayed as Columns on the Case Search List and Displayed as Fields on the Case Search List Filters.

Unlike standard Sicon Analysis Codes, Sicon CRM Custom fields also include:

Integer – whole number

Date / Time – self explanatory

Fixed List Multi-Select- A dropdown list that has been specified where one value can be selected.

The values can also be moved up or down to show the order in which they are displayed to the user.

Fixed List Multi-Select fields can be displayed on the Case Search List as Columns and as fields in the Filters on the Search list.

SQL List Multi Select

An SQL List Multi Select field behaves in exactly the same way as a Fixed List select field with the exception of how the values are defined / obtained.

It allows the user to define an SQL query that will display a series of values of which one or more may be selected. The query can be validated, an example of the expected results can be displayed by clicking on the Results tab. In the example below, the Stock Code and Name fields have been specified in the query.

An understanding of SQL and the Sage 200 & Sicon Database tables is required. Alternatively, the BP or Sicon can assist.

Company Advanced Search – Allows the user to do a lookup against the Company Entity and then select one value only from the entity.

The Company Type, Customer, Supplier Account Ref and Postcode fields have been added to help the user identify an account where there is more than one with the same name.

Person Advanced Search – Allows the user to do a lookup against the Person Entity and then select one value only from the entity. This works exactly the same as the Company as described above.

Employee Advanced Search – Allows the user to do a lookup against the Employee Entity and then select one value only from the entity.

These fields can be set to be Mandatory, displayed on the Search List columns and displayed as fields on the filter of the Case Search List.

10.7. Case Links

Case Links allows the user to associate a case to another specific record within Sage 200. This will allow the user to hyperlink to the relevant document. There is no maintenance section to add further link types other than those already specified.

A case can have multiple links.

Sales Order

A Case Link to a SOP, POP will display on the Cases Tab at the Header Level only on the SOP / POP document.

Sales Order Line

Clicking on the Order Line Hyperlink will take the user to the Order header.

Viewing the Order Line will take the user to the Sicon Tab which will show the Line Details and the CRM Case Links.

Note – The number of Case links displayed on the Order Header does not include the number of cases at the Order Line. Only cases linked to the Order header are displayed against the Case Links tab. This issue is being investigated.

Return, Return Line  – Follows the same principle as Sales Order and Sales Order Line.

Purchase Order, Order Line, Return, Return Line – Follows the same principle as Sales Order and Sales Order Line.

Stock Item – Where a case has been linked to a SOP / POP Order Line the stock item the line relates to will also have the case linked to it.

11. Case Utilities Menu

This section allows the Administrator to import Case records not currently held in CRM. Data can be exported to csv. Memos can be imported.

11.1. Import Cases

Import templates are available through the Utilities Menu item for the relevant entity.

Obtaining these templates can be done through selecting the import entity and then selecting the Generate Template button.

It is recommended that you have fully configured your Case fields prior to importing your data.

Advice:

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional data for an existing Case in CRM it is recommended that you use the Export Cases feature. This will export all Static Case data, including their IDs, which will be used by the Import Case feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing Case record in CRM, ensure that the SiconCRMCaseID, CaseReference, Stage, Case Type, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonExternalReference, AssignedToFirstName, AssignedToLastName, AssignedToTeamName, Summary, Description, DueDateTime.
• If you are using Analysis Codes or Custom fields and they are flagged as Mandatory, they must be completed.
• If you are importing Closed Cases you will also need to import the ClosedDate and ClosedUser fields.
• Do not populate the Delete column.
• If you are importing fresh Case data, where the Case does not already exist in the database, Do Not populate the SiconCRMPersonID field.
• However, ensure the Stage, Case Type, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonExternalReference, AssignedToFirstName, AssignedToLastName, AssignedToTeamName, Summary, Description, DueDateTime are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.11.2 Exporting Case Data.

11.2. Export Cases

From the Case Utilities Menu select the Export Cases and a csv file will be generated.

11.3. Import Case Memos

This feature includes importing multiple Case Memos and their respective types. Case Memos can be a max of 3,000 characters.

Import your Company, People and Case data before importing your memos.

You can import multiple Memos for the same Case. Please note:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional Memos for an existing Case in CRM it is recommended that you use the Export Case Memos feature. This will export all static data relating to those Memos, including their IDs, which will be used by the Import Case Memos feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing Case Memo, ensure that the CaseReference, SiconCRMMemoID, Memo, MemoType, IsActive are populated.
• If you are importing fresh Case Memo data, where the Case does not already exist in the database, you Must create the Cases first (as described above).
• Then run the Import Case Memo feature for Cases specifying the CaseReference column for each Memo do Not populate the SiconCRMMemoID field. Then ensure the, Memo, MemoType, IsActive are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

11.4. Export Case Memos

From the Case Utilities Menu select the Export Case memos and a csv file will be generated.

12. Tasks Maintenance

Tasks, as the title suggests, allows a user to schedule a ‘Task’ relating to a record, an Employee and their Team

Tasks in Outlook are displayed as Appointments in the Outlook Calendar.

12.1. Task Types

The number of Task Types that can be created is unlimited.

A Task Type can be designated as the Default (as in the standard type the task will automatically be set to upon creating a new task).

The Order of how the Task Type is presented can now be modified by selecting a Type and using the Move Up / Down buttons.

Task Types can also be linked to a specific entity (e.g. a Sales Order or a Case), so they only appear when that specific entity type is being used.

If a Task Type is linked to a Case (and is currently limited solely to the Case entity), the option to link it to a Sub Type  (the Case Type field) from the Case entity is displayed.

This allows the task to be restricted further to only the specific Case Type.

So for example, the below case has been setup as a Case Type: Service.

Therefore the Task Type: Service Call will then become available.

Any Tasks that are not linked to a specific entity type will always be available for selection.

12.2. Task Stages

The number of Task Stages that can be created is unlimited.

A Task Stage can be designated as the Default (as in the standard stage the task will automatically be set to upon creating a new task).

Multiple stages can be designated as closed. If a Task is set to a stage with a designation of Closed, the Task can no longer be considered overdue.

The Order of how the Case Type is presented can now be modified by selecting a Type and using the Move Up / Down buttons.

12.3. Priorities

The number of Priorities that can be created is unlimited.

A Task can be designated with a Default Priority when it is created.

Case Priorities cannot be re-ordered at this time.

12.4. Task Analysis Codes

As with most Sage 200 modules, the CRM entities come with the ability to add Analysis Codes.

Analysis codes are a series of fields which can be used to sub analyse the standard data. A customer can create up to 20 Analysis Codes for each entity. These analysis codes are entirely user defined.

These fields can take the form of Text, Date, Dropdown List (single select only), Numeric or Tick Box and can be made mandatory if required:

If selected as a Drop-Down List, a grey button will be displayed. Clicking on it will allow the Administrator to add items to the list.

From the Task Entry screen the analysis codes are available under the Analysis Codes Tab.

Note – Currently Tasks do not have Custom Fields.

See Cases section for full details on Entity Analysis Codes.

13. Task Utilities Menu

This section allows the Administrator to import Task records not currently held in CRM. Data can be exported to csv.

13.1. Importing Task Data

All import templates are available through the Utilities Menu item for the relevant entity.

Obtaining these templates can be done through selecting the import entity and then selecting: Generate Template button.

It is recommended that you have fully configured your Task fields prior to importing your data.

Advice:

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional data for an existing Task in CRM it is recommended that you use the Export Tasks feature. This will export all Static Task data, including their IDs, which will be used by the Import Task feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing Task record in CRM, ensure that the SiconCRMTaskID, Summary, Description, ReminderType, ReminderDateTime, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonExternalReference, DueDateTime, AssignedToFirstName, AssignedToLastName, AssignedToTeamName, DueDateTime, Stage, Priority, TaskType.
• If you wish to link the Task to an existing Opportunity, Tender or Case, simply populate the OpportunityReference, TenderReference or CaseReference fields.
• If you are using Analysis Codes or Custom fields and they are flagged as Mandatory, they must be completed.
• If you are importing Closed Cases you will also need to import the ClosedDate and ClosedUser fields.
• Do not populate the Delete column.
• If you are importing fresh Case data, where the Case does not already exist in the database, do not populate the SiconCRMTaskID field.
• However, ensure the SiconCRMTaskID, Summary, Description, ReminderType, ReminderDateTime, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonExternalReference, DueDateTime, AssignedToFirstName, AssignedToLastName, AssignedToTeamName, DueDateTime, Stage, Priority, TaskType are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.11.2 Exporting Task Data.

13.2. Exporting Task Data

From the Task Utilities Menu select the Export Tasks and a csv file will be generated.

It is not possible to import Task Memos at this time.

14. Opportunity Maintenance

Opportunities are the potential to win business whereas a quote is simply one of many documents that may relate to the opportunity.

14.1. Outcomes

The end result after the opportunity has been worked through its process to completion.

Additional Outcomes can be created.

The order of the Outcome names can be altered using the Move Up / Down buttons.

Note: Outcomes are not related to Stages in any way. So if you have an opportunity set to a stage of In Progress, even though you have set the Outcome to Lost, the Stage will remain at the In Progress stage.
Therefore users must understand to complete the opportunity fields to a point that matches what the Outcome implies.

In addition, any Quotes related to the Opportunity do not have any effect on the stage field. So a user could convert a quote to an order and it would not update the Quote stage from an open stage to a closed stage.

In addition, any other quotes linked to the opportunity are not automatically completed if the opportunity is set to a closed stage since there is no means to set a quote to Complete other than through Converting it to an Order.

The only alternative would be to manually delete any quotes that relate to an opportunity once the opportunity is set to a closed stage.

14.2. Classifications

Identifying the perceived quality of the Opportunity, its associated likelihood of being won and the ability to set which Classification is the default when creating a new opportunity.

Additional Classifications can be created.

Classifications can automatically affect the calculated value of an opportunity. In the above example, an Opportunity worth £100 with a classification of ‘Cold’ would have a weighted value of £10.

In addition, where an opportunity that has a Stage % and a Classification %, the two percentages are multiplied by each other and the total percentage calculated.

A default Value for a Classification can be specified.

The order of the Outcome names can be altered using the Move Up / Down buttons.

14.3. Opportunity Stages

Identifying the perceived point in the Sales Process the opportunity is at, its associated likelihood of being Won and the ability to set which Stage is the default when creating a new opportunity.

The number of Opportunity Stages that can be created is unlimited. An Opportunity Stage can be designated as the Default (as in the standard stage the Opportunity will automatically be set to upon creating a new opportunity) and multiple stages can be designated as closed. If an Opportunity is set to a stage with a designation of Closed, it will no longer be considered in the Opportunity Forecast.

Stages can automatically affect the calculated weighted value of an opportunity. For example an Opportunity worth £100 with a classification of ‘Lead’ would have a weighted value of £10.

However, Opportunity Stages can also interact with Opportunity Classifications to calculate the weighted value of an opportunity. For example an Opportunity worth £100 with a classification of ‘Hot’ and at the Stage of ‘Negotiating’ would have a weighted value of £18.75.

A Default Value for Opportunity Stages can be specified by clicking on the default toggle button.

It is also possible to move the Opportunity Stages up or down to specify the precise order in which the stages should be presented to the user.

14.4. Tender Stages

Identifying the perceived point in the Tender Process to set which Stage is the default and which Stage is perceived as Closed.

When an opportunity associated with a Tender is Closed and Won, the Tender is closed and all other opportunities related to that Tender are considered to be Closed / Lost.

A Default Value for Tender Stages can be specified by clicking on the default toggle button.

It is also possible to move the Tender Stage up or down to specify the precise order in which the stages should be presented to the user.

It is also possible to specify which Tender Stages are Closed Stages.

14.5. Opportunity Analysis Codes

Opportunity Analysis Codes follow the same format as any other Analysis Code and are accessed from the Opportunity Entry screen under the Analysis Codes Tab. Opportunity Analysis codes are entirely separate from any other Analysis codes.

• It is possible to have up to 20 Analysis Codes.
• The Analysis Code Tab will not display against the Opportunity entity until at least one Code has been defined.
• Unlike standard Sage Analysis Codes which can be either a free text field or a dropdown list field, Sicon CRM Analysis Codes can also be Date, Numeric or Tick Box type.
• Opportunity Analysis Codes can also be made Mandatory.
• Any defined Opportunity Analysis Codes will automatically be displayed in the Dashboards, Search List and Search Filters.

See Cases section for full details on Entity Analysis Codes.

14.6. Opportunity Custom fields

• Opportunity Custom fields behave in the same manner as any other entity’s custom fields.
• Opportunity Custom Fields are managed within the Opportunity Custom fields menu item.
• Opportunity Custom fields follow the same format as any other Custom field and are accessed from the Opportunity Entry screen.
• Opportunity Custom fields are entirely separate from other entity Custom fields.
• Opportunity Custom fields can be set to Mandatory, Displayed as Columns on the Opportunity Search List and Displayed as Fields on the Opportunity Search List Filters.

Unlike standard Sicon Analysis Codes, Sicon CRM Custom fields also include:

Integer – whole number

Date / Time – self explanatory

Within Sicon CRM it is possible to create up to 12 Custom fields for the Company entity.

These fields can be any of the following types:

Unlike Analysis Codes which are held in their own tab, the Custom Company fields are held on the main Company Details tab. It is possible to make the fields mandatory and to add these to the Company Search List and its corresponding filter.

Most of the custom field types are self-explanatory however, be advised of the following:

Employee – Gives you a list of Employees (Users) that can be selected from (e.g. Secondary Account Manager).

Company – Gives you a list of Companies to select from (e.g. Secondary Company).

Person – Provides the user with two selection lists – 1 is the company and 2 is the list of people associated with that company.

A new feature in Sicon CRM Version 22 is the introduction of Multi-select fields.

Fixed List Multi-select

A dropdown list that has been specified where one value can be selected.

The values can also be moved up or down to show the order in which they are displayed to the user.

Fixed List Multi-Select fields can be displayed on the Opportunity Search List as Columns and as fields on the Filters on the Search list.

Multi-select fields store their data separated by an ;  ACS/BLENDER;ACS/ESPRESSO;ACS/FILTER-COFFEE

SQL List Multi Select

An SQL List Multi Select field behaves in exactly the same way as a Fixed List select field with the exception of how the values are defined / obtained.

It allows the user to define an SQL query which will display a series of values of which one or more may be selected. The query can be validated, and an example of the expected results can be displayed by clicking on the Results tab. In the below example the Stock Code and Name fields have been specified in the query.

An understanding of SQL and the Sage 200 & Sicon Database tables is required. Alternatively the BP or Sicon can assist.

SQL List Multi-select – Present Users with a list of choices based upon an SQL Select statement:

select code AS ‘Code’,  + ‘ ‘ + name  AS ‘Product Description’ from stockitem

See Cases section for full details on Entity Custom Fields.

Company Advanced Search – Allows the user to do a lookup against the Company Entity and then select one value only from the entity.

The Company Type, Customer, Supplier Account Ref and Postcode fields have been added to help the user identify an account where there be more than one with the same name.

Person Advanced Search – Allows the user to do a lookup against the Person Entity and then select one value only from the entity. This works exactly the same as the Company as described above.

Employee Advanced Search – Allows the user to do a lookup against the Employee Entity and then select one value only from the entity

These fields can be set to be Mandatory, Displayed on the Search List columns and displayed as fields on the filter of the Case Search List.

See Cases section for full details on Entity Custom Fields.

15. Opportunity Utilities Menu

This section allows the Administrator to import Opportunity records not currently held in CRM. Data can be exported to csv. Opportunity and Tender Memos can also be imported.

15.1. Import Opportunities

Import templates are available through the Utilities Menu item for the relevant entity.

Obtaining these templates can be done through selecting the import entity and then selecting the Generate Template button.

It is recommended that you have fully configured your Opportunity fields prior to importing your data.

Advice:

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional data for an existing Opportunity in CRM it is recommended that you use the Export Opportunities feature. This will export all Static Opportunity data, including their IDs, which will be used by the Import Opportunities feature to identify the correct existing record when you reimport your data.
• If you are importing additional data for an existing Opportunity record in CRM, ensure that the SiconCRMOpportunityID, OpportunityReference, Stage, ExpectedOrderDate, ExpectedInvoiceDate, OpportunityValue, ProbabilityPercentage, Classification,  Summary, Description, CurrencySymbol, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonExternalReference, AssignedToFirstName, AssignedToLastName, AssignedToTeamName, TenderReference, CostValue, EndUserCompanyName, EndUserCompanyExternalReference, EndUserPersonExternalReference, EndUserPersonFirstName, EndUserPersonLastName are populated.
• If you are using Analysis Codes or Custom fields and they are flagged as Mandatory, they must be completed.
• If you are importing Closed Opportunities, you will also need to import the Outcome, ClosedDate and ClosedUser fields.
• Do not populate the Delete column.
• If you are importing fresh Opportunity data, where the Opportunity does not already exist in the database, Do Notpopulate the SiconCRMPersonID field.
  However, ensure that the Stage, ExpectedOrderDate, ExpectedInvoiceDate, OpportunityValue, ProbabilityPercentage, Classification,  Summary, Description, CurrencySymbol, CompanyName, CompanyExternalReference, PersonFirstName, PersonLastName, PersonExternalReference, AssignedToFirstName, AssignedToLastName, AssignedToTeamName, TenderReference, CostValue, EndUserCompanyName, EndUserCompanyExternalReference, EndUserPersonExternalReference, EndUserPersonFirstName, EndUserPersonLastName are populated where relevant.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.11.2 Exporting Case Data.

15.2. Export Opportunities

From the Opportunity Utilities Menu select the Export Opportunities.

and then the Export button.

A csv file will be generated.

15.3. Import Opportunities Memos

This feature includes importing multiple Opportunity Memos and their respective types. Opportunity Memos can be a max of 3,000 characters.

Import your Company, People and Opportunity data before importing your Opportunity Memos.

You can import multiple Memos for the same Opportunity or update existing Memos using the Import Memos Template.

Advice:

Sicon CRM needs a correct match to avoid importing any duplicate data. Follow the below instructions:

Advice:

• Do not fill in column 1.
• Do not remove rows 1 to 6.
• If you are importing additional Memos for an existing Opportunity in CRM it is recommended that you use the it is recommended that you use the Generate Template from the Import Opportunity Memos feature. Ensure that the OpportunityReference, Memo, MemoType, IsActive are populated.
• If you are importing additional data for an existing Opportunity Memo,  it is recommended that you use the Export Opportunity Memos feature. Ensure that the OpportunityReference, SiconCRMMemoID, Memo, MemoType, IsActive are populated.
• If you are importing fresh Opportunity Memo data, where the Opportunity does not already exist in the database, you Must create / import the Opportunity first (as described earlier).
• Then run the Import Opportunity Memo feature for Opportunities specifying the OpportunityReference column for each Memo.  Do Not populate the SiconCRMMemoID field. Ensure the Memo, MemoType, IsActive are populated.
• Ensure the length of the data you are importing does not exceed the Max Length as specified in the Import template on Row 5.

15.4. Export Opportunities Memos

From the Opportunity Utilities Menu select the Export Opportunity memos.

Click the Export button

A csv file will be generated.

15.5. Import Tender Memos

This feature includes importing multiple Tender Memos. Tender Memos can be a max of 3,000 characters.

Obtaining these templates can be done through selecting the Opportunity Utilities Menu option and then selecting the Import Tender Memos.

Click on the Generate Template button

A csv file will be generated with the fields required to be populated before importing.

Do NOT delete any of the columns and do not delete any of rows 1-6

For importing New memos into a Tender, fill in the TenderReference, Description, Memo, MemoType and IsActive fields.

For updating existing memos, use the Export Tender memos which will produce a csv file with the existing rows and columns completed. Simply update the data and use the Import Tender memos option to import the updated information.

15.6. Export Tender Memos

From the Opportunity Utilities Menu select the Export Tender memos.

Click the Export button

A csv file will be generated.

16. Campaigns

This section allows the Administrator to create E-Marketing Campaigns using Mailchimp integration.

16.1. Maintenance - Audiences

Sicon CRM integrates with Mailchimp allowing the creation of Audiences based upon search criteria against CRM data that will then upload to Mailchimp. The user can then create a Campaign and merge their Mailchimp template with the data that has been created from the search criteria.

To setup an Audience, the user is required to populate the below information.

16.2. Audience Details

Go to Sicon CRM > Campaigns > Maintenance > Audiences.

Click New and enter Audience details.

16.3. Criteria

To create your search criteria you need to add a New Filter. Select the field(s) that you want to search by and then specify the filter mode (Equal, Not Equal, Like etc) and then the Value that you wish to filter by.

Clicking on the Preview button will then produce a list of contacts.

Click Save and the Audience will be updated with the new criteria which in turn will update the members list.

Note – the field labels are not displayed here so you need to know the actual field names.

16.4. Members

This will get populated as soon as the Audience is saved.

Your available Audience is now displayed.

This will also have created / updated the Audience details in Mailchimp.

16.5. Create Campaign

Go to Sicon CRM > Campaigns > New Campaign.

Click New and enter the Campaign name.

Select your Audience from the drop down list. The details will be automatically populated from the details of the Audience you setup earlier. You can also rename the Campaign name at this point.

Click Save.

16.6. Mail Campaign

Go to Mailchimp, login and then click on Campaigns:

Select your campaign by clicking on the name. The Campaign should be available to Send.

You will receive a prompt before sending the email.

Click Send Now.

You will then receive a confirmation notice:

16.7. Campaign Link / Statistics

If you go back to the Campaign in Sicon CRM and click view, you will notice that the link between Sicon CRM and Mailchimp has been created and some basic statistics are shown.

If another Email or more is opened:

Click on the Campaign name and select View. The statistics are updated within Sicon CRM.

16.8. Troubleshooting

If you have setup a free Mailchimp account you will only be allowed to create one audience (you will need an actual subscription to create more). This is a Mailchimp restriction not a Sicon CRM one.

If you have already created the Campaign in Mailchimp and sent a Campaign, you will not be able to delete that audience for 1 week.

If you do attempt to create another Audience you will receive the following error:

It is possible to select a link between the Campaign and an Opportunity:

17. Reports

There are a series of standard reports that are provided out of the box for CRM users.

These reports are created using the standard Sage 200 Report Designer so additional reports can be written by anyone familiar with it.

18. Dashboards

There are a series of dashboards provided ‘out of the box’. However, it is also possible to create Custom Dashboards

18.1. Custom Dashboards

Note – Analysis Codes and Custom fields can now be searched on and Filtered on the Entity Search List and Standard and Custom Dashboards.

Users can create up to 5 custom dashboards.

A dashboard is made up of 4 panels.

18.2. Dashboard Maintenance

Each Panel is defined under the section Custom Panel Configuration.

New Panels can be created and existing panels can be edited, deleted or copied.

A Panel is given a Name, Panel Type and the supporting SQL query.

Panels are based upon SQL queries that are user defined. A good understanding of SQL and the Sicon and Sage 200 tables is required to create these custom panels.

The user can then decide to display the data as a field, List, Pie Chart or Bar Chart.

Custom Dashboard 1

In this scenario Custom Dashboard 1 has been designed to show My customers as a list, My Customers by Industry Type summed by Type as a list and My Customers by Industry Type summed by Type as a Pie Chart.

To design the panels used to create the dashboard the following queries were created.

My Customers

Panel Type: List

SQL Query:

SELECT        SiconCRMCompany.CompanyName, SiconCRMCompany.AccountManagerEmployeeID, SiconCRMAddress.AddressLine1, SiconCRMAddress.AddressLine2, SiconCRMAddress.AddressLine3, SiconCRMAddress.AddressLine4, SiconCRMAddress.PostCode, SiconCRMCompanyType.SiconCRMCompanyTypeID, SiconCRMCompanyType.CompanyTypeDescription

FROM            SiconCRMCompany

INNER JOIN SiconCRMAddress ON SiconCRMCompany.PrimaryAddressID = SiconCRMAddress.SiconCRMAddressID

INNER JOIN SiconCRMCompanyType ON SiconCRMCompany.SiconCRMCompanyTypeID = SiconCRMCompanyType.SiconCRMCompanyTypeID

WHERE         [SiconCRMCompany].[Deleted] = 0

AND           [SiconCRMCompany].[AccountManagerEmployeeID] = <EMPLOYEE_ID>

My Customers by Industry

Panel Type: List

SQL Query:

SELECT        ISNULL([SiconCRMSector].[SectorName],’None’) AS [Sector],

              COUNT(*) AS [Count]

FROM          [SiconCRMCompany]

LEFT JOIN     [SiconCRMSector]

ON            [SiconCRMSector].[SiconCRMSectorID]

=             [SiconCRMCompany].[SiconCRMSectorID]

AND           [SiconCRMSector].[Deleted] = 0

WHERE         [SiconCRMCompany].[Deleted] = 0

AND           [SiconCRMCompany].[AccountManagerEmployeeID] = <EMPLOYEE_ID>

GROUP BY      ISNULL([SiconCRMSector].[SectorName],’None’)

My Customers by Industry Graph

Panel Type: Pie Chart

SQL Query:

SELECT        ISNULL([SiconCRMSector].[SectorName],’None’) AS [Sector],

              COUNT(*) AS [Count]

FROM          [SiconCRMCompany]

LEFT JOIN     [SiconCRMSector]

ON            [SiconCRMSector].[SiconCRMSectorID]

=             [SiconCRMCompany].[SiconCRMSectorID]

AND           [SiconCRMSector].[Deleted] = 0

WHERE         [SiconCRMCompany].[Deleted] = 0

AND           [SiconCRMCompany].[AccountManagerEmployeeID] = <EMPLOYEE_ID>

GROUP BY      ISNULL([SiconCRMSector].[SectorName],’None’)

The SQL written can be validated (using the Validate button) to ensure the query is correct and identifies the expected results of the query:

There is also a Keywords button that provide details of how the current logged on user and their team can be referenced in the query.

The SQL queries shown are examples that the administrator can use to define their own queries.

Note – There is no ability to add New, Edit, View or Delete buttons to these panels nor is there any means to add hyperlinks.

19. Dashboards - Cards

There are three dashboards known as ‘Card Lists’.

Card Lists is a tool that helps organize your records into a series of Panels held within a Card List. In one glance, Card Lists tell you what’s being worked on, who’s working on what, and where something is in a process.

Card Lists allows users to see records (such as Cases, Opportunities etc) in multiple ways at the same time ‘Panels’ (e.g. the user can see a Case in the Closed Cases Panel (filtered by Stage ‘Closed’), Open Cases Panel (filtered by Stage) and the Complaints Panel (filtered by Description ‘Complaint’).

Cards allows speed of access to edit / view a record and upon saving will display the record in alternate boards depending on their design.

Cards are based upon SQL queries and are such, highly customisable.

The three boards are:

There are no predefined Dashboard Card List queries.

19.1. Card Lists

The Cards List menu option has no predefined filters other than those incorporated into the SQL query.

All Card Lists can be filtered by Free Text.

19.2. My Card Lists

The My Card Lists has a predefined filter for the logged on user. It is not possible to change the user this list is filtered by.

It is advised not to add any filters for Employee ID or Team ID in your SQL query.

19.3. Team Card Lists

The Team Card Lists has a predefined filter for Teams and defaults to the logged on User’s Team. However, that Team can then be changed to show details of another team.

The information can be further filtered by specifying a user within that Team.

It is advised not to add any filters for Employee ID or Team ID in your SQL query.

Any Card List Dashboard can be displayed against the Card Lists, My Card Lists or Team Card Lists. The key

19.4. Maintenance - Card List Dashboards and Panels

Card Lists are structured as shown below:

1.Card Lists

2.Card List Dashboards3.Card List Dashboard Panels4.Card List Dashboard Panel SQL QueriesThe Panel has a Heading and the information can also have a predefined Group By:

The available Group By Type is not amendable nor can new ones be added.

Any Card List Dashboard can be displayed against the Card Lists, My Card Lists or Team Card Lists. The key difference is the predefined filters (Card Lists – None, My Card Lists – Logged on User or Team Card Lists – Specified Team and / or User defined in the available filter).

Card List Dashboards can be created for the following entities: Case, Task, Opportunity and Tender entities.

Upon creating a New Card List Dashboard based on one of these entities a predefined ‘Out of the Box’ SQL query is provided.

Example of Tender SQL Query provided ‘Out of the Box’:

Within coded parameters the actual layout of the Card can be modified. For example, the Font and Size cannot be changed but we can modify the SQL query to add the Company Name to the Card Summary Section (see below).

SELECT                    

‘Company: ‘ + [SiconCRMCompany].[CompanyName] AS [CardSummary], ‘#404040’ AS [CardSummaryColour], — Grey

‘Ref:               ‘ + [SiconCRMOpportunity].[OpportunityReference] + CHAR(13)+CHAR(10)

+ ‘Description:   ‘ + [SiconCRMOpportunity].[Summary] + CHAR(13)+CHAR(10)

+ ‘Stage:            ‘ + [SiconCRMOpportunityStage].[StageName] + CHAR(13)+CHAR(10)

AS [CardDetail], ‘#00C000’ AS [CardDetailColour], — Green

[SiconCRMOpportunity].[SiconCRMOpportunityID] AS [CardForeignID],

‘Status:            ‘ + ISNULL([SiconCRMOutcome].[OutcomeName], ‘In progress’) AS [CardStageName],

CASE

WHEN (ISNULL([SiconCRMOutcome].[OutcomeName],”) = ‘Won’) THEN ‘#00C000’ — Green

ELSE’#404040′ — Grey

END AS [CardStageColour],

[SiconCRMOpportunity].[ExpectedInvoiceDate] AS [CardDate], ‘#404040’ AS [CardDateColour], — Grey

[SiconCRMOpportunity].[AssignedToEmployeeID] AS [CardAssignedToEmployeeID],

[SiconCRMOpportunity].[AssignedToTeamID] AS [CardAssignedToTeamID],

[SiconCRMCompany].[SiconCRMTerritoryID] AS [CardTerritoryID]

FROM           [SiconCRMOpportunity] WITH (NOLOCK)

INNER JOIN     [SiconCRMOpportunityStage] WITH (NOLOCK) ON [SiconCRMOpportunityStage].[SiconCRMOpportunityStageID] = [SiconCRMOpportunity].[SiconCRMOpportunityStageID]

AND [SiconCRMOpportunityStage].[Closed] = 0

LEFT JOIN      [SiconCRMOutcome] WITH (NOLOCK) ON [SiconCRMOutcome].[SiconCRMOutcomeID] =  [SiconCRMOpportunity].[SiconCRMOutcomeID]

LEFT JOIN      [SiconCRMCompany] WITH (NOLOCK) ON [SiconCRMCompany].[SiconCRMCompanyID] =  [SiconCRMOpportunity].[SiconCRMCompanyID] AND [SiconCRMCompany].[Deleted] = 0

WHERE          [SiconCRMOpportunity].[Deleted] = 0

Customising Card List Panels

The Layout of a Card list Panel is quite specific and can only be modified to a certain extent. Below is an explanation of how this works:

20. Release Notes

The release notes page shows which release of the system includes new features or issues resolved.

At the release of Sicon v21 we announced that going forward, we will only be supporting Sage 200c and as such we are able to drop the year from our version numbers. We moved from 201.201.0.0 to 210.0.0.

New features detailed in the Release Notes relating to Pre-Release versions will not be detailed in the current Help and User Guide until the end of development phase.

21. New Features & Important Information