Sicon CRM Help and User Guide


Table of Contents

1. Settings

1.1. External Access

2. Installation

2.1. Auto Installer

2.2. Required Files

2.3. Sicon CRM Main Installation Process

2.4. Installing Sicon CRM Web

2.5. Accessing Sicon CRM Web / Mobile

2.6. Installing Sicon CRM Mobile

3. Sicon CRM Sage 200

4. Companies

4.1. Company Maintenance

4.2. Company Sectors, Sources, Statuses

4.3. Territories

4.4. Company Types

4.5. Account Types

4.6. Company Analysis Codes

4.7. Company Link Types

4.8. GDPR Analysis Codes

4.9. Company Custom Fields

5. Company Utilities Menu

5.1. Migrate Sage 200 Contacts

5.2. Importing Data

5.3. Export Data

6. Using Companies Entity

6.1. Company Search

7. Company Tabs

7.1. Summary

7.2. Details

7.3. Analysis Codes

7.4. Addresses

7.5. People

7.6. Account

7.7. Tasks

7.8. Cases

7.9. Opportunities

7.10. Emails

7.11. Attachments

7.12. Memos

7.13. GDPR Analysis Codes

7.14. Linked Companies

7.15. Sales Orders

8. People

8.1. People Maintenance

8.2. Person Statuses

8.3. Person Analysis Codes

8.4. Person Custom Fields

8.5. Person GDPR Analysis Codes

9. Person Utilities Menu

9.1. Importing & Exporting Data

10. Sicon CRM Settings

10.1. Licence

10.2. Employees

10.3. Contacts

10.4. Enable Territories

10.5. Tasks

10.6. Cases

10.7. Opportunities

10.8. Campaigns

10.9. Email

10.10. Mobile

10.11. Employee Login Details (for web and app)

10.12. Email Templates

11. Maintenance

11.1. Reminder Types

11.2. Snooze Types

11.3. Email Types

12. Employees

12.1. Maintain Employees

12.2. Employee CRM Tab

12.3. Maintain Teams

13. Campaigns

13.1. Maintenance - Audiences

13.2. Audience Details

13.3. Criteria

13.4. Members

13.5. Create Campaign

13.6. Troubleshooting

14. Cases

14.1. New Case

14.2. New Case

14.3. Case Maintenance

15. Case Search

15.1. Summary

15.2. Detail

15.3. Analysis Codes

15.4. Tasks

15.5. Emails

15.6. Attachments

15.7. Quotes & Orders

15.8. Tracking

15.9. Importing Case Data

15.10. Export Data

16. Tasks

16.1. Task Maintenance

16.2. Task Types

16.3. Task Stages

16.4. Priorities

16.5. Task Analysis Codes

16.6. New Task

16.7. Understanding the Task Details screen

16.8. Scheduling a Task / Outlook integration

16.9. Follow Up Tasks

16.10. E-mails / Attachments

16.11. Change History

16.12. Tracking

16.13. Task Search

17. Opportunities | Opportunity Maintenance

17.1. Outcomes

17.2. Classifications

17.3. Opportunity Stages

17.4. Tender Stages

17.5. Opportunity Analysis Codes

17.6. Opportunity Custom Fields

17.7. New Opportunity

17.8. Understanding the Opportunity Details screen

17.9. Opportunity Search

17.10. Quotes & Orders

18. Reports

19. Dashboards

19.1. My Sales

19.2. Team Sales

19.3. Other Dashboard

19.4. Custom Dashboards

19.5. Dashboard Maintenance

19.6. Renaming of Dashboards


Product overview

Help and User Guide maintained for Sicon CRM v210.0.0


The Sicon CRM system is connected directly to the Sage 200 system for real-time integration it is installed on your Sage 200 Server and can be accessed through 3 interfaces: Sage 200, Web & Mobile App.

Before the Web or App interfaces can be used, Sicon CRM must be installed on the Sage 200 server and settings configured.

Access to the Web and Mobile App can be via a URL both internally within your LAN and externally. If you wish to use these apps externally you will require an externally facing web server and an SSL to secure the connection (e.g. https://siconcrm.sicon.co.uk:443/siconcrm/sign-in).


1. Settings

Each Sicon CRM module has its own area to configure its settings, however, the methodology is often the same.

You can only configure Maintenance & Utilities from within Sage 200

This Help and User guide will take you through the setup, features, settings, configuration and use for the Sicon CRM system. Each User Interface and module is covered separately.


1.1. External Access

To enable External Access is available, ensure the following:

  • An external access hostname has been decided. e.g: crm.company.com, sageservices.comapny.com etc.
  • A Valid trusted SSL certificate is installed on the server.
  • Split-DNS is configured so the external hostname resolves internally. (e.g. inside the network crm.company.com resolves to the IP address of the server (say 192.168.0.1) internally, but resolves to the external IP (say 81.123.123.123) when outside the network.
  • Firewall ports opened to allow access to Sicon WebAPI. NB: port number can be chosen by customer’s IT if they don’t want to use port 443.
  • If required, sufficient company VPN access is provided so that the internal site can be accessed by the users externally. NB: Customer IT Infrastructure is NOT a Sicon responsibility.

2. Installation


2.1. Auto Installer

All the Sage 200 elements can be installed using the Auto Installer:

Sicon Common Components
Sicon Common Components Reports
Sicon CRM (the Sage addon)
Sicon CRM Reports
Sicon DevExpress Package 1
Sicon DevExpress Package 2
Sicon Web API

Where an actual update needs to be applied, this will show a Green Arrow next to the addon title:

Sicon CRM Section 2.1 Image 1

You can also update the Companies from here:

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If the user has more than one Sicon Addon, they must all be upgraded at the same time. You must not install just a few of them as this may well break one or more of the installed addons. Also, it is important that all users are out of Sage at the time of installation or upgrade.

You must also be aware that there are two specific Versions for Sicon Addons:

2016 and 200c

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As the installation progresses you are show a commentary:

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If you get an error during the installation a red circle with an exclamation will be displayed against the addon installed. If you do, contact Sicon support.

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2.2. Required Files

Below are the files associated / required to install Sicon CRM 200 & Web UI (versions will vary).

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Ensure you have a least 1 Sage 200 web user licence (this is required to use the Web / Mobile App UI of Sicon CRM).

Check if any other Sicon Products are installed – DO NOT install CRM unless the SiconWebAPI is v20 or above

Download and install

  • Microsoft URL Rewriter
  • Sicon Prerequisite Check Tool
  • Sicon Auto Installer exe
    • Sicon Common Components
    • Sicon Common Components Reports
    • Sicon DevExpress Package 1
    • Sicon DevExpress Package 2
    • Sicon CRM sdbx
    • Sicon CRM Reports sdbx
  • Sicon CRM Install.exe
  • Sicon WebAPI200c.exe

2.3. Sicon CRM Main Installation Process

  • Install the Microsoft URL Rewriter this can be obtained from the following location: https://www.iis.net/downloads/microsoft/url-rewrite
  • Run Sicon Prerequisite Check Tool – this will show if there is anything required for the installation (e.g. Dot Net 4.7). This tool is primarily used to confirm that all prerequisites for Sicon WAP are met however the same tool can be used to verify the prerequisites for Sicon CRM are also met. Each test should show you a green tick.

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  • Install the Sicon Auto Installer. Run the Auto installer and select Common Components 1 & 2, Dev Express 1 & 2, Sicon CRM, Sicon CRM Reports

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2.4. Installing Sicon CRM Web

  • Ensure you have a Domain User called SiconWebAPIUser and add them to the Sage 200 Users Group
  • Add the SiconWebAPIuser to the LOCAL admins group
  • Go to SQL and add SiconWebAPIuser to have Read access to the Sage 200 Config DB

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  • Refresh Sage System Admin and confirm the SiconWebAPIuser is present.

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  • Create a Remote User Only role called SiconWebAPI (this role does not need to have any features enabled against it)

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  • nsure that the SiconWebAPIUser:
    • Is set as a Web User

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    • Is a Member of the SiconWebAPI role

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    • Ensure any users that wish to use Sicon CRM are assigned to a role that has the features for Sicon CRM enabled

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2.5. Accessing Sicon CRM Web / Mobile

In Sicon CRM in Sage 200 go to the menu item Mobile > Login Details

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Add your Web / Mobile User Name & password and confirm.

In your browser enter the following URL: http://ServerName/siconcrm/sign-in  if external https:// external server address /siconcrm/sign-in

If you have access to multiple companies you will be given the option to select the company you wish to connect to.

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Note – you can only select one dataset at a time.


2.6. Installing Sicon CRM Mobile

Ensure Sicon CRM Web is setup and installed correctly.

Go to the Menu item Mobile > QR codes. Select the correct mobile OS. Using a QR scanner on your phone scan the Android or iOS QR code.

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Once this is installed Scan the Web API QR code.

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This will download the App from Google Play or Apple App Store.


3. Sicon CRM Sage 200

It is advised with the set-up of Sicon CRM that users add the logical requirements prior to using the system. There is the assumption that the user has some familiarity with Sage 200 and that that there is someone knowledgeable on the System Administration module of Sage 200.

This document does not look at how Sicon CRM integrates with other modules.

Remember when implementing Sicon CRM it has been designed with simplicity first and foremost. It is not nor is it intended at this time to be a Salesforce or MS Dynamics CRM or the like.

Sicon CRM is designed to seamlessly integrate with every other Sicon Sage 200 addon whilst seamlessly integrating with Sage 200.

There is no synchronisation of separate databases or convoluted installation processes.

This will reduce project creep and customer expectations gap.

It is advisable to work through the settings of each section and then look at the entity’s individual use. This will make the initial use of Sicon CRM far more logical to the user when they begin using it.

There are a series of system fields (dropdown lists) that should be configured by the Administrator.

This applies to all entities: Company, People, Opportunities, Tasks & Cases


4. Companies


4.1. Company Maintenance

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4.2. Company Sectors, Sources, Statuses

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

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.

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:

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4.3. Territories

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

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

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Territories can have New, Edit, View or Delete

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

A little word of warning, all records begin with a blank territory. This means the record cannot be seen by anyone unless they also are not assigned a territory.

So, to all intents and purposes, the blank territory should be considered the top of the territorial hierarchy.

A parent territory will show all records within its own and records of its sub territories.

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

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

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Now when the Employee tries to do a Company Search, only two companies are displayed, because they are the only company records that have been given the Territory of ‘Europe’.

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

Additional Types can be added.

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End User – Allows a Case or Opportunity to be associated with an End User Company


4.5. 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.

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4.6. 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:

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

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

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4.7. 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 – Holding Company and its opposite is Subsidiary.

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


4.8. 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.

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

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

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4.9. 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:

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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 decide whether or not to add these fields onto the Company Search List and its corresponding filter.

Most of the custom type 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. You must select a company to give you the list of people.

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5. Company Utilities Menu


5.1. 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.

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

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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.

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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:

  1. 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
  2. Migrate Suppliers:
    • Will update existing Supplier Companies
  3. Migrate Customers:
    • Will update existing Customer Companies
  4. Migrate Suppliers and Migrate New Accounts only:
    • Will just create New Supplier Companies
  5. 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.


5.2. Importing Data

This feature includes importing, Company static data, Addresses, Memos and GDPR data.

These import features include the ability to validate the data to be imported and to generate Import templates.

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5.3. Export Data

This feature includes exporting Company static data, Address, Memos and GDPR data.

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6. Using Companies Entity


6.1. Company Search

Companies can be searched by a series of standard and custom fields. Analysis Codes cannot be added to the Search screen.

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From the list view:

  • Columns can be moved left or right.
  • A New Company can be created from the Company List view.
  • Companies can be opened in View mode (no data can be added or altered) & Edit mode.
  • When highlighting the Company in the list view a New Task, Email, Case or Opportunity can be created ‘in context’ of the Company.
  • At this point in time, entities can be deleted. This will be better controlled in a future release.
  • In addition, there is a New… button on the footer of the Search Screen that allows the user to create: Quotes, Orders, Proformas and Returns in the context of the highlighted company.
  • It is also possible to create a New Customer or Supplier Account. Note – creating a New Account or Supplier whilst highlighting a Company in the list view does NOT create the Account in the context of the Company.

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Note – Company can be linked to an Account in one of 3 ways:

  • Run the Migrate Sage 200 Contacts (see Company Utilities)
  • From the Accounts tab within the context of the Company and clicking on the Convert to Customer / Supplier button.
  • Creating an Account in Sage 200 which will automatically create a company In Sicon CRM.

7. Company Tabs


7.1. Summary

This Summary Tab (don’t mistake it with the Details tab) is automatically populated with certain static data entered into the Addresses and People Tabs. Those sections are read only from the Summary tab.

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The summary tab also includes a section called Summary notes. This section is editable in the Summary tab and allows the user to add additional information regarding the company.

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7.2. Details

Area to record the specific information relating to the Company. This contains standard and custom Company fields.

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7.3. Analysis Codes

Additional unique information which can be gathered.

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7.4. Addresses

Allows the creation of multiple addresses and also allows the user to define the Primary Address. Where a Company address is linked to the address of it’s corresponding Account, this is identified with a Link symbol. If the user has the necessary permissions, updating the address here will update the address of the SL or PL Account.

If the the Loquate addon is enabled, it is possible to search by postcode and select the address which will then automatically populate the address fields.

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7.5. People

Allows the creation of multiple contacts and also allows the user to define the Primary Contact. Where a Company Contact is linked to the contact of it’s corresponding Account, this is identified with a Link symbol. If the user has the necessary permissions, updating the contact here will update the contact of the SL or PL Account.

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Where a contact is created in the context of the company from the People tab, that context is shown in the Company field and establishes the link between the Company and Person. Additional information can then be added to the Person record.


7.6. Account

When a Company record is not linked to an SL or PL account the Account displays a button (Convert to Customer / Supplier Account) which when clicked allows the user to populate the company with an Account Code. When saved this will create the account and create a link between the two.

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Note – The Convert button is only available if the Company is set to a Company Type of Prospect Customer or Prospect Supplier.

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Information held on the Company record that is common to both the Company and Account are automatically copied over.

The Company Type is then automatically set to Customer or Supplier.

At this time you must ensure that if a company already exists in CRM and then needs to be converted into Sage 200, the user must run the convert from CRM and not simply create a new account in Sage 200. If you do, this will result in a duplicate record being created (if an account is added directly to Sage 200 this will automatically create the corresponding Company in CRM).

Note – At this time there is no Merge record functionality in Sicon CRM.

Once the Company is linked to an Account a variety of information in lists and graphics relating to that account is displayed including Turnover, Quotes, Proformas and Sales Orders, Invoices, Credit Notes and Returns.

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The graphics can be popped out using the full screen icons to the bottom right of each graphic.

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7.7. Tasks

The Tasks specifically relating to this Company and its sub entities. Outstanding tasks are identified by a red circle with a number within it. The tasks can be Edited, Viewed or Deleted. New Tasks and New Emails ‘in context’ can be created from this tab.

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7.8. Cases

Displays a list of all Cases that are attached to this Company and its sub entities. Outstanding Cases are identified by a red circle with a number within it. The Cases can be Edited, Viewed or Deleted. New Cases ‘in context’ can be created from this tab.

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7.9. Opportunities

Displays a list of all Opportunities that are attached to this Company and its sub entities. Outstanding Opportunities are identified by a red circle with a number within it. The Opportunities can be Edited, Viewed or Deleted. New Opportunities ‘in context’ can be created from this tab.

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7.10. Emails

Displays a list of all emails that are attached to this Company and its sub entities. The emails can be Edited, Viewed or Deleted.

New Emails ‘in context’ can be created from this tab – marked as Out.

Emails can be dragged and dropped from Outlook onto this tab – marked as In.

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7.11. Attachments

Files, and Folders can be added to a Company and links to files and folders can also be created.

Files & Folders can also be dragged and dropped here. All are held in the context of the Company and its sub entities.

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7.12. Memos

Implicit from the name, this is a simple method of recording additional information. Memos have no ‘type’ and therefore would be best used as FYIs or something similar.

Memos are unlimited in the number of characters.

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7.13. GDPR Analysis Codes

Are available under the GDPR Tab.

In this instance the additional GDPR analysis codes have been created in addition to the system Marketing Opt Out. The GDPR Analysis codes have been created as dropdown lists and set as Mandatory and marked accordingly (shaded in Red).

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7.14. Linked Companies

From the Company entity the Linked Companies are displayed withing the Linked Companies Tab.

In this example the link is initiated from the company record Abbey Retail (the Source Company)

to the company record Airport Catering Services (the Target Company) and the Link type is specified.

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In this example, Abbey Retail is specified as the Holding Company.

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Looking at the Airport Catering company record on the Linked Companies tab, we can see that the flip side of the relationship is automatically set (in this example the Link Type is Subsidiary Company).

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Although the Linked Companies functionality itself does not have any direct effect elsewhere within Sage 200 or Sicon CRM, establishing these sorts of relationships can facilitate various reporting possibilities. For example, All Sales Orders where the Subsidiary company is Airport Catering Services.


7.15. Sales Orders

The Sales Orders tab displays a similar list view to the Sage 200 Sales Order List. The main difference is that all actions and displays are shown in the context of the Company they are linked to.

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Where other Sicon addons are installed, additional tabs or buttons will be displayed – such as here where Contracts and Documents are installed.


8. People


8.1. People Maintenance

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8.2. 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:

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8.3. 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.

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8.4. 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.

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

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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

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8.5. 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.

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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.


9. Person Utilities Menu


9.1. Importing & Exporting Data

Importing data into the Person entity follows the same method as the Company import.

This feature includes importing, Person Static Data and Memos.

These import features include the ability to validate the data to be imported and to Generate Import templates.


10. Sicon CRM Settings


10.1. Licence

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

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10.2. Employees

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

Exporting data from CRM to Excel

Send tasks to your calendar

Edit records that are linked between Sicon CRM and Sage 200 (e.g. Company Address and SL Account Address).

Sicon CRM Help and User Guide - 10.2a - Employees

In addition, the User (licence)) level can be altered here:

Sicon CRM Help and User Guide - 10.2b - Employees


10.3. Contacts

This is where the Administrator can:

Add their API Key for Loqate (Postcode Search sold separately)

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Specify whether to Synchronise Delivery Addresses held in Sage 200 to Addresses flagged as type Delivery in Sicon CRM.


10.4. Enable Territories

This is where territories are enabled. See Territories section described earlier.


10.5. 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 send to and added to that user as a Tentative appointment in Outlook.

Sicon CRM Section 9.5 Image 1


10.6. Cases

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

Sicon CRM Section 9.6 Image 1

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

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

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

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.

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.

Sicon CRM Section 9.6 Image 2

The purpose of the above two settings is to select which case type should be used for the cases you want to appear on these two dashboard sets.


10.7. Opportunities

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

Sicon CRM Section 9.7 Image 1

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 of opportunities and overinflating your forecast.

Tenders are covered under the Opportunity Section of this document.


10.8. 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)

Sicon CRM Section 10.8 Image 1

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


10.9. Email

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

Sicon CRM Section 9.9 Image 1

This allows users to send emails directly out of Sicon CRM but still using their Outlook Profile.

When an email is sent this appears in the Sent Items of the employee who sent the email.

Sicon CRM Section 9.9 Image 2

The SMTP setup also enables users to schedule Tasks for another user or themselves which gets sent as an email invite and references the record that the Task has been scheduled in the context of.

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


10.10. Mobile

This section allows the user to scan the QR code for using the Mobile App and will prompt the installation on the users mobile phone.

Sicon CRM Section 9.10 Image 1

The App is compatible with both Android and iOS devices.


10.11. Employee Login Details (for web and app)

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

Sicon CRM Section 9.11 Image 1


10.12. 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 & People.

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

Sicon CRM Section 9.12 Image 1

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

Sicon CRM Section 9.12 Image 2

From the right hand side of the screen are 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:

Sicon CRM Section 9.12 Image 3

Sicon CRM Section 9.12 Image 4

The user can also add attachments to an email at the point of launching  the email but cannot set them at the point of creating the template.

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


11. Maintenance


11.1. Reminder Types

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

Adding or altering Type is simple.

Sicon CRM Section 10.1 Image 1

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


11.2. Snooze Types

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

Sicon CRM Section 10.2 Image 1


11.3. 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.

Sicon CRM Section 10.3 Image 1


12. Employees


12.1. Maintain Employees

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

Sicon CRM Section 11.1 Image 1

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

Sicon CRM Section 11.1 Image 2

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

Sicon CRM Section 11.1 Image 3

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


12.2. Employee CRM Tab

Sicon CRM Section 11.2 Image 1

User Licence Level

Sicon CRM Section 11.2 Image 2

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 

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.

Sicon CRM Section 11.2 Image 3

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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:

Sicon CRM Section 11.2 Image 5

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

Sicon CRM Section 11.2 Image 6

Invoices refer to stock items that have actually been invoiced.


12.3. Maintain Teams

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

Sicon CRM Section 11.3 Image 1

Sicon CRM Section 11.3 Image 2

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.


13. Campaigns


13.1. 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


13.2. Audience Details

Go to Sicon CRM > Campaigns > Maintenance > Audiences

Click New and enter Audience details

Sicon CRM Help and User Guide - 13.2a New Audience

Sicon CRM Help and User Guide - 13.2b Amend Audience


13.3. 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.

Sicon CRM Help and User Guide - 13.3 Criteria

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

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


13.4. Members

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

Sicon CRM Help and User Guide - 13.4a Members

Your available Audience is now displayed.

Sicon CRM Help and User Guide - 13.4b Audience List

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

Sicon CRM Help and User Guide - 13.4c Mailchimp Audience


13.5. Create Campaign

Go to Sicon CRM > Campaigns > New Campaign

Click New and enter the Campaign name

Sicon CRM Help and User Guide - 13.5a New Campaign

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.

Sicon CRM Help and User Guide - 13.5b New Campaign Details

Click Save

Go to Mailchimp, login and then click on Campaigns:

Sicon CRM Help and User Guide - 13.6a Mailchimp Campaign

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

Sicon CRM Help and User Guide - 13.6b Mailchimp Send Email 1

You will receive a prompt before sending the email.

Sicon CRM Help and User Guide - 13.6c Mailchimp Send Email 2

Click Send Now.

You will then receive a confirmation notice:

Sicon CRM Help and User Guide - 13.6d Mailchimp Send Email 3

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.

Sicon CRM Help and User Guide - 13.7a Campaign Linked

Sicon CRM Help and User Guide - 13.7b Mailchimp sent email

Having opened the email the statistics are updated within Sicon CRM.

Sicon CRM Help and User Guide - 13.7c Campaign Stats


13.6. 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:

Sicon CRM Help and User Guide - 13.8 Troubleshhoting

At this time it is not possible to link a sales opportunity or any other entity to a Campaign. This has been logged as an RFC (Request for Change).


14. Cases

Cases allow a user to log customer service issues arising from a multitude of reasons.


14.1. New Case

A case can be created from various locations such as from the Cases dashboard, the case search screen, or the case tabs from Company or person.

A case cannot be saved ‘Out of Context’

Sicon CRM Section 13.1 Image 1


14.2. New Case

Summary – Brief description of the issue – Mandatory

Description – Further Detail on the Case – Not Mandatory

Company & Person – to whom the case is associated with – Mandatory

Assigned Employee and Team (defaults to the Employee and Team who is creating the case) – Mandatory

Case Type – To identify the type of case this relates to. This becomes important as the case type is used to identify what type of case is used in the in the Quality Control and Credit Control Dashboards (as described earlier). – Mandatory

Stage – The point in the ‘Workflow’ the case currently sits – Mandatory

Severity – How important the case is – Mandatory

Due Date – The date the Case is expected to be completed by – Not Mandatory

SLA – The period of time that can elapse prior to the case being identified as being overdue based on its Due Date – Not Mandatory – SLAs have no further functionality at this time. No workflow or escalation rules are available at this time.


14.3. Case Maintenance

Stage – The number of stages that can be created is unlimited. A stage can be designated as the Default Stage (as in the beginning of the Stages) and multiple stages can be designated if they are deemed as a closed stage. If a Case is set to a stage with a designation of Closed, the Case can no longer be considered overdue.

Case Type – The number of Case Types that can be created is unlimited. A case can be designated with a Default Type when it is created. Any case type can be chosen to be set as the Credit Control or Quality Control types used in the Credit Control or Quality Control dashboards.

Severity – The number of Severity Types that can be created is unlimited. A case can be designated with a Default Severity when it is is created.

Due Date – The date the Case is expected to be completed by – Not Mandatory

SLA – The period of time that can elapse prior to the case being identified as being overdue based on its Due Date – Not Mandatory

Case Analysis Codes

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

Analysis codes behave similarly to the Company entity analysis codes.

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

Sicon CRM Section 13.3 Image 1

Case Custom fields

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

Case Custom Codes behave similarly to the Company entity Custom Codes.


15. Case Search

Cases can be searched by a series of standard fields and also by Custom case fields which can be added to both the search fields and the columns displayed.

Sicon CRM Section 14 Image 1

From the list view:

  • A graphic is displayed showing Cases by Stage.
  • Columns can be moved left or right.
  • Cases can be opened in View mode (not data can be added or altered) & Edit mode.
  • A New Case can be created (out of context).
  • When highlighting the Case in the list view a Task or an Email can be created ‘in context’ of the case.

Cases Header – The header is always displayed regardless of which tab you are on. This shows some basic information regarding the Case.

Sicon CRM Section 14 Image 2

Cases Footer – In the Footer, the user can Save, Create a New Task or email and view the change history relating to the specific case.

Sicon CRM Section 14 Image 3


15.1. Summary

Area to add the required (Summary) information on the case and the Description (additional description).


15.2. Detail

Area to record the specific information relating to the case. This contains standard and custom case fields.

Sicon CRM Section 14.2 Image 1


15.3. Analysis Codes

Additional unique information which can be gathered.

Sicon CRM Section 14.3 Image 1


15.4. Tasks

The Tasks specifically relating to this case. Outstanding tasks are identified by a red circle with a number within it. The tasks can be Edited, Viewed or Deleted. New Tasks and New Emails ‘in context’ can be created from this tab.

Sicon CRM Section 14.4 Image 1


15.5. Emails

Displays a list of all emails that are attached to this specific Case. The emails can be Edited, Viewed or Deleted.

New Emails ‘in context’ can be created from this tab – marked as Out.

Emails can be dragged and dropped from Outlook onto this tab – marked as In.

Sicon CRM Section 14.5 Image 1


15.6. Attachments

Files, and Folders can be added to a case and links to files and folders can also be created.

Files & Folders can also be dragged and dropped to here. All are held in the context of the specific Case.

Sicon CRM Section 14.6 Image 1


15.7. Quotes & Orders

This screen is split between a list of Quotes/Orders/Proformas/Returns and when highlighted, the item lines relating to it.

Sicon CRM Section 14.7 Image 1

New Quotes / Order / Proformas & Returns can be created ‘in context’ of the case.

Depending on the document type, it is possible to Covert, Print, Edit or View. These then follow the Standard Sage 200 processes.


15.8. Tracking

This allows the user to record notes as the Case progresses.

Sicon CRM Section 14.8 Image 1


15.9. Importing Case Data

This feature includes importing, Case static data.

These import features include the ability to validate the data to be imported and to Generate Import templates.

Sicon CRM Section 14.9 Image 1


15.10. Export Data

This feature includes exporting Case Static Data, Analysis Codes & Custom Fields.

Sicon CRM Section 14.10 Image 1

Sicon CRM Section 14.10 Image 2

Sicon CRM Section 14.10 Image 3


16. Tasks

Tasks as the title says allows a user to schedule a ‘Task’.

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


16.1. Task Maintenance

This is the section where the various settings required to configure Tasks are set.


16.2. 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).

Sicon CRM Section 15.2 Image 1


16.3. 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) and 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.

Sicon CRM Section 15.3 Image 1


16.4. Priorities

The number of Priorities that can be created is unlimited. A Task can be designated with a Default Priority when it is created.

Sicon CRM Section 15.4 Image 1


16.5. 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 ellipse button will be displayed. Clicking on it will allow the Administrator to add items to the list.

Sicon CRM Section 15.5 Image 1

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

Sicon CRM Section 15.5 Image 2

Note – Tasks do not have Custom Fields.


16.6. New Task

A Task can be created from various locations such as a dashboard, the Task search screen, or the Tasks tabs from Company, Person, a specific Order, Quote etc.

If a Task is created ‘in context’ (i.e. under the tab of a company or person), the Company and Person fields against the case are populated. If the case is created ‘Out of context’, then the context must manually be set.

Sicon CRM Section 15.6 Image 1


16.7. Understanding the Task Details screen

Summary – Brief description of the Task – Mandatory

Description – Further Detail on the Task – Not Mandatory

Company & Person – to whom the case is associated with (because this may be a task purely associated with the User or their Team)

Assigned Employee and Team (defaults to the Employee and Team who is creating the Task) – Mandatory. Please note – At this time it is not possible to schedule a Task for more than one user per task.

Task Type – To identify the type of case this relates to. This becomes important as the Task type is used to identify what type of Task is used in the Quality Control and Credit Control Dashboards (as described earlier). – Mandatory

Stage – The point the Task currently sits – Mandatory

Priority – How important the Task is – Mandatory

Due / Start Date – The date the Task is scheduled to Start

End Date – The date the Task is scheduled to Finish

Reminder Type – The amount of time before or after the due date that the user wishes to be reminded by (e.g. 10 minutes before the appointment is scheduled to begin).

Reminder Time – As set by the Reminder Type.


16.8. Scheduling a Task / Outlook integration

Tasks can be scheduled for a user which will in turn automatically be emailed to that user and logged as an Appointment in the user’s calendar. For example, a Task is scheduled against Hayley Bass who is a contact of Abbey Retail Ltd. The task is assigned to an Employee (who has been setup in the Employees section within the Sicon CRM main menu – see Maintain Employees).

Sicon CRM Section 15.8 Image 1

Sicon CRM Section 15.8 Image 2

That appointment is given a start and end date / time and a reminder Date / Time.

The task is automatically sent as a calendar invite to the user’s email address and added to the users Calendar as a Tentative appointment for the user to Accept or Decline.

Sicon CRM Section 15.8 Image 3

Sicon CRM Section 15.8 Image 4

Naturally as the Task has been given a reminder, this appears as a reminder in Outlook.

Sicon CRM Section 15.8 Image 5

The Task is shown against the contact’s record and where there are outstanding tasks, the Task Tab displays a number in a red circle identifying how many there are:

Sicon CRM Section 15.8 Image 6

The task is also displayed in the employee’s Dashboards

Sicon CRM Section 15.8 Image 7


16.9. Follow Up Tasks

From within a Task, it is possible to create a ‘Follow Up’ Task. This behaves exactly the same as any other task, however, a follow up task becomes part of a thread of tasks and is denoted by a button with chevrons in the Footer which allows the user to move backwards and forwards through the thread of tasks.

Sicon CRM Section 15.9 Image 1


16.10. E-mails / Attachments

As with all other entities it is possible to attach emails and attachments using drag and drop.

It is also possible to email directly from the task which is created in context of the Task and attached to the Task.


16.11. Change History

What details have been modified for the Task, by whom and when are logged within the Tasks Change History and can be viewed by clicking on the Change History button.

Sicon CRM Section 15.11 Image 1


16.12. Tracking

This section allows the user to effectively progress the Task rather than continuously updating the details of the task.

Sicon CRM Section 15.12 Image 1


16.13. Task Search

Tasks can be searched by a series of standard fields. Analysis Codes cannot be added to the Search screen and Tasks do not have custom fields which can be searched by.

Sicon CRM Section 15.13 Image 1

From the list view:

  • Columns can be moved left or right.
  • Tasks can be opened in View mode (no data can be added or altered) & Edit mode.
  • New Tasks or Emails can be created

Task Header – The header is always displayed regardless of which tab you are on. This shows some basic information regarding the Task.

Sicon CRM Section 15.13 Image 2

Task Footer – In the Footer, the user can Save, Create a New Task or Email and view the change history relating to the specific Task.

Sicon CRM Section 15.13 Image 3

Note – If a task has been created in the context of another entity, another button will be displayed which allows the user to open the entity that task is related to. In this instance the task is related to an Opportunity.

Sicon CRM Section 15.13 Image 4

Note – For all entities other than Companies and People, it is only possible to create a task ‘in context’ by going to the context / entity, going to the Tasks Tab and Clicking new task. It is also not possible to add context to an existing task after creating it other than Companies and People.

So if you wish to create a task for an opportunity, you must go to the opportunity task tab, new task as there is no field for you to add against the task for the Opportunity after.


17. Opportunities | Opportunity Maintenance

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


17.1. Outcomes

Effectively the end result after the opportunity has been worked through it’s process to completion.

Sicon CRM Section 16.2 Image 1

Additional Outcomes can be created.


17.2. 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.

Sicon CRM Section 16.3 Image 1

Additional Classifications can be created.

Classifications can automatically affect the calculated value of an opportunity. For example an Opportunity worth £100 with a classification of ‘Cold’ would have a weighted value of £25.


17.3. 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.

Sicon CRM Section 16.4 Image 1

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.


17.4. 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.

Sicon CRM Section 16.5 Image 1


17.5. Opportunity Analysis Codes

Opportunity Analysis Codes behave in the same manner as any other entity’s Analysis Codes

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


17.6. Opportunity Custom Fields

Opportunity Custom fields behave in the same manner as any other entity’s custom fields.


17.7. New Opportunity

An Opportunity can be created from various locations such as a Sales Dashboard, the Opportunity search screen, or the Opportunities tab from Company or Person.

An opportunity cannot be created ‘out of context’.

Sicon CRM Section 16.8 Image 1


17.8. Understanding the Opportunity Details screen

Summary – Brief description of the Opportunity – Mandatory

Description – Further Detail on the Opportunity – Not Mandatory

Company & Person – to whom the Opportunity is associated with. The opportunity must have an associated Company.

Assigned Employee and Team (defaults to the Employee and Team who is creating the Opportunity) – Mandatory.

Stage – The point the Opportunity currently sits – Mandatory

Expected Order date –The date the user expects the Opportunity to convert to Won – Not Mandatory

Expected Invoice date –The expected date the user expects the Opportunity to be actually paid for – Not Mandatory

Currency – The currency specified against the Company. Note – the currency cannot be altered if the Company is linked to an Account.

Classification – As described earlier

Probability – As set by the settings on the Classification and Stage field. As described earlier.

Opportunity Value – The estimated value of the sales enquiry. This value can either be set manually or automatically set by the total quote value if a quote has been created in the context of the opportunity.

Forecast Value – The weighted value of the opportunity – As calculated by the Opportunity value (£) x The Stage Probability (%) x The Classification probability (%) as described earlier.

Cost Value – The estimated costs expected to be incurred in winning the opportunity.

Margin Value – Opportunity Value (£) x Cost Value (£) – Automatically calculated

Margin % – Margin Value as expressed as a percentage.

Outcome – As described earlier.

Tender – As described earlier.

End User Company – This is where the opportunity is for an intermediary business where there is an End Customer (for example a Business Partner to their customer).

End User Person – Contact of the End User Company

Tasks, Emails & Attachments, Change History, Tracking – These all behave as they do with other entities.

Quotes & Orders – This screen is split between a list of Quotes/Orders/Proformas/Returns and when highlighted, the item lines relating to it.

Sicon CRM Section 16.9 Image 1

New Quotes / Order / Proformas & Returns can be created ‘in context’ of the Opportunity.

Depending on the document type, it is possible to Covert, Print, Edit or View. These then follow the Standard Sage 200 processes.


17.9. Opportunity Search

Opportunities can be searched by a series of standard fields. Analysis Codes cannot be added to the Search screen, however custom fields which can be searched by and added to the search filters.

Sicon CRM Section 16.10 Image 1

From the list view:

  • A series of graphics displaying Opportunities by Stage and key overall information, Opportunity Forecast etc
  • Columns can be moved left or right.
  • Opportunities can be opened in View mode (no data can be added or altered) & Edit mode.
  • An Opportunity cannot be created (out of context).
  • When highlighting the Opportunity in the list view a Task or an Email can be created ‘in context’ of the Opportunity.

Opportunity Header – The header is always displayed regardless of which tab you are on. This shows some basic information regarding the Opportunity.

Sicon CRM Section 16.10 Image 2

Opportunity Footer – In the Footer, the user can Save, Create a New Task or Email and view the Change History relating to the specific Opportunity.

Sicon CRM Section 16.10 Image 3

Sicon CRM Section 16.10 Image 4


17.10. Quotes & Orders

Where a Quote has been created in the context of an opportunity, on saving of the quote a popup screen is displayed asking you to confirm which Quote Lines you wish to include for the calculation of the Opportunity Value.

Sicon CRM Section 16.11 Image 1

Sicon CRM Section 16.11 Image 2

Sicon CRM Section 16.11 Image 3

You can now see that the Opportunity Value has been calculated based upon the total of the line items included in the quote.

Sicon CRM Section 16.11 Image 4

The Opportunity Value can still be manually overridden if the user chooses to.


18. Reports

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

Sicon CRM Section 17 Image 1

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

Sicon CRM Section 17 Image 2


19. Dashboards

There are a series of dashboards provided out of the box.

Sicon CRM Section 18 Image 1


19.1. My Sales

The My Sales Dashboard is specifically filtered for the logged on user to display their Tasks, Cases and Opportunities where the Stage is not one designated as a Closed Stage (see Maintenance section for each entity).

Sicon CRM Section 18.1 Image 1

Each Dashboard Panel can be popped out to display in its own window that then can be maximised to full screen if required.

Sicon CRM Section 18.1 Image 2

Forecast by Month

This dashboard panel displays the Monthly Target of the User where the individual target per employee is set (see Maintain Employee section of this guide).

Opportunities, Sales Orders and Invoice Values are displayed according to their document date and who they are assigned to.

Sicon CRM Section 18.1 Image 3


19.2. Team Sales

The Team Sales Dashboard displays exactly the same information but filtered by Team.

The Team defaults to the logged in User’s Team, however, that Team can be changed to show details of another team. The information can be further filtered by specifying a user within that Team.

Sicon CRM Section 18.2 Image 1

On the same screen, if the filter is altered to the Sales Team that Task information is no longer displayed. However, Cases relating to the Sales Team have now been displayed:

Sicon CRM Section 18.2 Image 2

Forecast by Month

This dashboard panel displays the Combined Monthly Target of the Users of that Team where the individual target per employee is set and the assigning of the user to their team is set. (see Maintain Employee section of this guide).

Sicon CRM Section 18.2 Image 3

Opportunities, Sales Orders and Invoice Values are displayed according to their document date and who they are assigned to.


19.3. Other Dashboard

There are various other dashboards that follow similar principles. The manner in how the Customer Service, Quality Control and Credit Control have been previously discussed (see section 9.6).

Tasks relating to those Dashboards are filtered by either the Logged on user or the Team selected. They are not limited in anyway by the Case Type.


19.4. Custom Dashboards

Users have the ability to create up to 5 custom dashboards.


19.5. 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.

Sicon CRM Section 18.5 Image 1

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.

Sicon CRM Section 18.5 Image 2

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

Sicon CRM Section 18.5 Image 3

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] =

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] =

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] =

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

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

Sicon CRM Section 18.5 Image 4

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.

Sicon CRM Section 18.5 Image 5

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.


19.6. Renaming of Dashboards

Like any other menu item in Sage 200, Dashboards can be renamed if the user wishes to using the Edit Menu option. This is particularly helpful with the Custom Dashboards.

Sicon CRM Help and User Guide - 19.6a - Renaming of Dashboards

Sicon CRM Help and User Guide - 19.6b - Renaming of Dashboards


Please note: on Thursday 29th September 2021 Sicon Offices & Support will be closed between 9am – 10am for Staff Training / Company Meeting – Phone Lines and Support will resume at 10am