ZGI CRM USER MANUAL

Once the records are selected to delete, you can click the 'Delete' button. When you click the deletebutton on a record, you will receive a popup which will display the number of records being deletedand ask you to confirm that you want to delete the record.You can either click Cancel or OK. Clicking Cancel will revert you back to the Detail View of therecord and will not delete it. Clicking OK will action the record deletion. If you choose to delete therecord, the record will be deleted and you will be redirected to the module List View.Mass Updating RecordsYou can mass update records from the List View of any module, given this option is made availableto you. To mass update records, you have to check the records in the List View and then select the'Mass Update' option from the dropdown menu (next to the delete link).USER MANUAL 50

Clicking the mass update option will display a screen at the bottom of the List View. This will list allfields that can be mass updated by you.Once you have populated the fields you wish to mass update, you can either click Update or Cancel.Cancelling the mass update will cancel any changes and redirect you to the List View of the module.Clicking update will update all selected records with the changes specified in the Mass UpdatingRecords section.Merging RecordsYou can merge records from the List View of any module, given this option is made available to you,or via the Detail View if you follow the 'Find Duplicates' process.To merge records, you have to check the records in the List View and then select the 'Merge' optionfrom the dropdown menu (next to the delete link).USER MANUAL 51

Once you have clicked on the 'Merge' option, you will be presented with a merge screen. This willshow the primary record and the duplicates that you wish to merge with that primary record.You can select which record is primary using the 'Set as primary' button on the right of the mergeview. You can move data from the duplicate records to the primary record using the '<<' buttons. Inthis example, we have moved the First Name and Last Name from the duplicate record to the primaryrecord.USER MANUAL 52

Once you have made the required changes on the merge screen, you can click Save Merge or Cancel.Clicking cancel will discard the merge changes and will revert you to the List View for that module.Clicking 'Save Merge' will continue the Merge process and will prompt you to inform you that theduplicate record will be deleted.You can click 'OK' or 'Cancel'. Clicking Cancel will discard the merge changes and will revert youto the List View for that module. Clicking 'OK' will save the merge and will redirect you to the DetailView for the merged record.USER MANUAL 53

As can be seen from the example, the merge has completed successfully. The First Name and LastName have been updated, and all other data has been retained.Importing RecordsIt is possible to import data easily by using ZGI CRM’s easy-to-use User Import Wizard. There aremany hints and tips as you progress through the Import Wizard on the requirements of importing dataand for further steps in the Wizard.User Import Wizard featuresThere are many features of the Import Wizard which make it easier for you to map data to CRM fieldsand also for future imports. These are:• Sample .csv file for easier import of data — Use the available sample .csv file as a template for import of files• Retain settings from previous imports — Save/preserve import file properties, mappings, and duplicate check indexes from previous imports for ease of current data import process• Ability to accept both database name and display labels of drop-down and multi-select field items — Field labels as well as database names are accepted and mapped during import, but only the field labels are displayed for ease of use• Ability to accept both usernames and full names in user fields during import and export of data — Full names of Users displayed for Assigned To and other User-related fields in exported .csv file for easier identification of user recordsUSER MANUAL 54

• Ability to auto-detect file properties in import file — Upload import files without specifying file properties such as tab, comma, double and single quotes, date and time formats, making the process simpler and faster • Ability to import contacts from external sources such as Google — Ability to import Google Contacts for person-type modules such as Contacts, Leads, and Targets, relate ZGI CRM records to Google Contacts, and communicate with Google Contacts from within ZGI CRMSteps to Import dataAlways import the Account data first and then import Contacts and other data related to Accounts(such as Meetings, Calls, Notes) to automatically create a relationship between the imported Accountand Contacts and activity records related to the Account.Follow the steps listed below to import data for a module, such as Accounts: 1. Select Import from the Actions drop-down list in the module menu options. 2. This displays Step 1 of the import process with a link to a sample Import File Template. 3. Upload your import file to this page using the Browse button in the Select File field or, 4. Optionally, download the available template, delete the existing data, input your data and upload to this page using the Browse button. 5. Click Next. 6. This displays Step 2 (Confirm Import File Properties). 7. Auto-detection of imported data takes place at this step. 8. Click View Import File Properties button to verify and change the data as needed, if you notice irregularities in the Confirm Import File Properties table. 9. Click the Hide Import File Properties to collapse the panel. 10. Click Next. 11. This displays Step 3: Confirm Field Mappings. 12. The table in this page displays all the fields in the module that can be mapped to the data in the import file. If the file contains a header row, the columns in the file map to matching fields. 13. Check for correct mapping and modify if necessary.USER MANUAL 55

14. Map to all of the required fields (indicated by an asterisk). 15. Click Next. 16. This displays Step 4: Check for Possible Duplicates. 17. Follow the instructions on this page. 18. Step 4 also provides the option of saving the current import file properties, mappings, and duplicate check indexes for future imports. 19. (Optionally) Save the import settings. 20. Click Import Now. 21. Click the Errors tab to check for errors in the process. Follow the instructions to fix problems (if any) and Click Import Again. 22. This displays Step 1 of the import process. 23. Follow all the steps in the wizard through Step 5. 24. If the import was successful, you can to view all the imported records at Step 5. 25. Click Undo Import if you are not satisfied with the imported records, 26. Or, click Import Again to import more data 27. Or, click Exit to navigate to the List View page of the module that you imported your records into.Exporting RecordsYou can export ZGI CRM records in .csv format. When you exports records from the CRM, you willbe provided with the .csv file to download when the export has finished executing. You can save andopen this file in applications such as Libre Office Calc or Microsoft Office Excel.The .csv file displays in a tabular format with columns and rows. When data is exported from the CRM,the record ID is included with all other fields that are specified in the export list for that module. Youcan then use the record ID as a reference for performing a 'Create new records and update existingrecords' import, as detailed in the Importing Records section of the user manual.When exporting values from drop-down lists, ZGI CRM exports the ID associated with each optionand not the display labels. For example, if a drop down list has options labelled High, Medium andLow with an ID of 1, 2 and 3 – the .csv file will show the drop down options as 1, 2 or 3.USER MANUAL 56

Steps to Export Records 1. Select the records from the List View on the module’s home page. 2. Select Export from the Actions drop-down menu in the List View. 3. To export all records listed on the page, click Select located above the item list and select one of the following options: 4. This Page. To export all the records listed on the page, select this option. 5. All Records. To export all records on the list (if it is more than a page long), select this option. 6. This displays an Opening.csv dialog box. 7. Select Open to open the export file in .csv format or select Save to Disk to save the .csv file to your local machine. 8. Click OK to execute the operation. If you chose to open the file, the csv file opens in Microsoft Excel. 9. The file contains all the fields in the module from which you are exporting the data.In-line EditingIn-line editing gives you the ability to change values “on the fly”. In-line editing has been implementedon both List View and Detail View, providing an advantage to users wishing to change field valuesquickly, reducing the number of clicks/processes that would normally be taken to edit the full record.In-line editing can be enabled/disabled for both List View and Detail View. This can be done in themain System Settings for the CRM, by the System Administrator.List View In-line EditingYou can edit record information on the List View of a module using in-line editing by clicking on afield where the pencil icon is shown.USER MANUAL 57

You can either click on the pencil icon, or double click on the field to edit the value.Once you have made the required change to the field value, you can either press Return or click on the'tick'. This will save your changes. If you navigate away without making any changes, you will see aprompt warning you that you have made unsaved changes to the field being edited.You can either click Cancel and continue editing and saving your change, or you can click OK whichwill discard the changes made.Detail View In-line EditingSimilar to List View, you can edit record information on the Detail View of a module using in-lineediting by clicking on a field where the pencil icon is shown.USER MANUAL 58

You can either click on the pencil icon, or double click on the field to edit the value.Once you have made the required change to the field value, you can either press Return or click on the'tick'. This will save user changes. If you navigate away without making any changes, you will see aprompt warning you that you have made unsaved changes to the field being edited.You can either click Cancel and continue editing and saving your change, or you can click OK whichwill discard the changes made.USER MANUAL 59

Desktop NotificationsEnabling Desktop NotificationsYou can enable desktop notifications by accessing the 'Advanced' tab within your user preferences.This will enable desktop notifications only for that browser on that computer. you can choose to enablethe desktop notifications just for that browser session, or to always enable desktop notifications.Users will have to enable desktop notifications on all browsers and computers if you use more thanone.Once desktop notifications have been enabled, users will receive notifications for any Calendar eventssuch as: • Meetings – Meetings you have been invited to that have popup reminders set. • Calls – Calls you have been invited to that have popup reminders set.USER MANUAL 60

Managing Desktop NotificationsIf you have no notifications, the notification count will show '0' to tell you you currently have nonotifications to check.If you do not click on a desktop notification when it is displayed in the browser, for example you areAFK(Away From Keyboard) your notifications will be added to the notification list which shows as acount on the main navigation bar.You can manage your desktop notifications by clicking the icon which will show any existingnotifications.You can either click the notification which will take you to the record the notification is related to oryou can click the small 'x' icon to clear you immediately.USER MANUAL 61

SummaryIn this chapter, we covered all elements of the ZGI CRM user interface. There are many elementswhich you can use to optimise your navigation and data management, to increase productivity.In the next chapter, we will look at modules. Modules are the data entities within ZGI CRM which canbe standalone, or related to one or many other modules. Each module has a different function but manymodules work together to structure and automate day to day business processes.USER MANUAL 62

Core Modules 63Table of Contents • Accounts • Contacts • Opportunities • Leads • Calendar • Calls • Meetings • Email Templates • Emails • Emails - LTS • Tasks • Notes • Documents • Targets • Target Lists • Campaigns • Surveys • Cases • Projects USER MANUAL

AccountsThe Accounts module is the centralised base from which you can create an association with mostrecords in ZGI CRM. It is possible to create a relationship with Contacts, Converted Leads,Opportunities, any Activity such as Emails or Meetings and Cases. Accounts in ZGI CRM willtypically hold all information specific to a company that your organisation will have a relationshipwith. In real world terms an Account may be a business entity that is a qualified Sales Prospect,Customer, Supplier or Re-seller and can be used to track all interactions that take place between theseentities and your organisation.Accounts ActionsYou can access the accounts actions from the Accounts module menu drop down or via the Sidebar.The Accounts actions are as follows: • Create Account – Once clicked, a new form is opened in Edit View to allow you to create a new Account record. • View Accounts – Once clicked, you will be redirected to the List View for the Accounts module. This allows you to search and list Accounts records. • Import Accounts – Redirects you to the Import Wizard for the Accounts module. For more information, see Importing Records.To view the full list of fields available when creating an Account, See Accounts Field List.Managing Accounts • To sort records on the Accounts List View, click any column title which is sortable. This will sort the column either ascending or descending. • To search for a Account, see the Search section of this user manual.USER MANUAL 64

• To update some or all the Accounts on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.• To duplicate an Account, you can click the Duplicate button on the Detail View and then save the duplicate record.• To merge duplicate Accounts, select the records from the Accounts List View, click the Merge link in the Actions drop-down list, and progress through the merge process. For more information on Merging Duplicates, see the Merging Records section of this user manual.• To delete one or multiple Accounts, you can select multiple records from the List View and click delete. You can also delete an Account from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Account, click the Account Name in the List View. This will open the record in Detail View.• To edit the Account details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Accounts, see the Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Account record, you can click the View Change Log button on the Account’s Detail View or Edit View.USER MANUAL 65

ContactsIn ZGI CRM a Contact is an individual who is typically associated with an Account (organisation) orOpportunity (qualified prospect). For example if Techco is the Account, then John Smith, SalesManager of Techco is the Contact. This module holds all information relating to these individuals andalso provides a vantage point for any history relating to a Contact record, for example if they wereinvolved in a Meeting, raised a Case or sent an Email.Contacts ActionsYou can access the Contacts actions from the Contacts module menu drop down or via the Sidebar.The Contacts actions are as follows: • Create Contact – A new form is opened in Edit View to allow you to create a new Contact record. • View Contacts – Redirects you to the List View for the Contacts module. This allows you to search and list Contact records. • Import Contacts – Redirects you to the Import Wizard for the Contacts module. For more information, see Importing Records.To view the full list of fields available when creating an Contact, See Contacts Field List.Managing Contacts • To sort records on the Contacts List View, click any column title which is sortable. This will sort the column either ascending or descending. • To search for a Contact, see the Search section of this user manual. • To update some or all the Contacts on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.USER MANUAL 66

• To duplicate a Contact, you can click the Duplicate button on the Detail View and then save the duplicate record.• To merge duplicate Contacts, select the records from the Contacts List View, click the Merge link in the Actions drop-down list, and progress through the merge process. For more information on Merging Duplicates, see the Merging Records section of this user manual.• To delete one or multiple Contacts, you can select multiple records from the List View and click delete. You can also delete a Contact from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Contact, click the Contact Name in the List View. This will open the record in Detail View.• To edit the Contact details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Contacts, see the Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Contact record, you can click the View Change Log button on the Contact’s Detail View or Edit View.USER MANUAL 67

OpportunitiesAn Opportunity is a qualified Sales prospect with a likely chance that they will be able to do businesswith your company. You have established that they have buying power and have entered into thebuying cycle. This module allows you to track your Opportunities throughout the Sales Pipeline untilthe deal is 'Closed Lost or 'Closed Won'.Opportunities ActionsYou can access the Opportunities actions from the Opportunities module menu drop down or via theSidebar. The Opportunities actions are as follows: • Create Opportunity – A new form is opened in Edit View to allow you to create a new Account record. • View Opportunities – Redirects you to the List View for the Opportunities module. This allows you to search and list Opportunity records. • Import Opportunities – Redirects you to the Import Wizard for the Opportunities module. For more information, see Importing Records.To view the full list of fields available when creating an Opportunity, See Opportunities Field List.Managing Opportunities• To sort records on the Opportunities List View, click any column title which is sortable. This will sort the column either ascending or descending.• To search for a Opportunity, see the Search section of this user manual.• To update some or all the Opportunities on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.• To duplicate a Opportunity, you can click the Duplicate button on the Detail View and then save the duplicate record.USER MANUAL 68

• To merge duplicate Opportunities, select the records from the Opportunities List View, click the Merge link in the Actions drop-down list, and progress through the merge process. For more information on Merging Duplicates, see the Merging Records section of this user manual.• To delete one or multiple Opportunities, you can select multiple records from the List View and click delete. You can also delete a Opportunity from the Detail View by clicking the delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Opportunity, click the Opportunity Name in the List View. This will open the record in Detail View.• To edit the Opportunity details, click the Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Opportunities, see the Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Opportunity record, you can click the View Change Log button on the Opportunities Detail View or Edit View.USER MANUAL 69

LeadsIn ZGI CRM a Lead is an unqualified contact usually generated from some form of marketing relatedevent, for example it could be a person that has filled out a form on your website or someone that youmet at a trade show and you are not sure yet if they have buying authority. Once a Lead is qualifiedand converted then it can be split into three parts; a Contact once you have established 'Who' it is, anAccount when you know 'Where' they work and an Opportunity once it is known 'What' they mightbuy.Leads ActionsYou can access the Leads actions from the Leads module menu drop down or via the Sidebar. TheLeads actions are as follows: • Create Lead – A new form is opened in Edit View to allow you to create a new Account record. • View Leads – Redirects you to the List View for the Leads module. This allows you to search and list Lead records. • Import Leads – Redirects you to the Import Wizard for the Leads module. For more information, see Importing Records.To view the full list of fields available when creating a Lead, See Leads Field List.Managing Leads• To sort records on the Leads List View, click any column title which is sortable. This will sort the column either ascending or descending.• To search for a Leads, see the Search section of this user manual.• To update some or all the Leads on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.USER MANUAL 70

• To duplicate a Lead, you can click the Duplicate button on the Detail View and then save the duplicate record. • To merge duplicate Leads, select the records from the Leads List View, click the Merge link in the Actions drop-down list, and progress through the merge process. For more information on Merging Duplicates, see the Merging Records section of this user manual. • To delete one or multiple Leads, you can select multiple records from the List View and click delete. You can also delete a Lead from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual. • To view the details of a Lead, click the Lead Name in the List View. This will open the record in Detail View. • To edit the Lead details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save. • For a detailed guide on importing and exporting Leads, see the Importing Records and Exporting Records sections of this user manual. • To track all changes to audited fields, in the Lead record, you can click the View Change Log button on the Lead Detail View or Edit View.Converting a LeadOnce enough information is gathered about a Lead, then the Lead can be progressed to the next Salesstage and the Lead can be converted into a Contact, Account and Opportunity. The way in which aLead is converted depends on how the System Administrator has set up ZGI CRM. To convert a Leadwith the default ZGI CRM setup you have to click on an individual Lead record to access the DetailView of the Lead and click on the arrow next to the Other button, then click on 'Convert Lead' fromthe drop-down menu shown in the image below:USER MANUAL 71

Once you have clicked on 'Convert Lead' button then you will be taken to the Convert Lead page.Convert Lead to ContactOn this page you will be able to Create or Select Contact:USER MANUAL 72

By deselecting the checkbox next to 'Create Contact' you will be able to associate the Lead to anexisting Contact. However, in most cases when converting a Lead there will be no existing Contact.Make sure the Create Contact checkbox is selected. Some of the fields will automatically be populatedusing the Lead information. Fill out the remaining relevant fields and move to the next Stage below:Convert Lead to AccountTo create an Account from a converted Lead you will follow the same process as with a Contact, someinformation will populate from the Lead automatically, just complete the rest.Convert Lead to OpportunityUSER MANUAL 73

To create an Opportunity from a converted Lead you will follow the same process as with a Contact,some information will populate from the Lead automatically, just complete the rest.Other Lead Conversion OptionsOther records can be created when converting a Lead in the same way as Contacts/Accounts andOpportunities.USER MANUAL 74

After you have completed the relevant sections click Save to confirm the changes.Duplicate Record CheckWhen converting a Lead ZGI CRM will automatically check for any duplicate records and will returna warning if a matching record is found.If you find that the duplicate warning is not valid and you still wish to create a new record, thenclick Create. Otherwise if you decide that the warning is correct and the record does already exist inthe CRM then you should the 'select' button.USER MANUAL 75

CalendarThe Calendar module in ZGI CRM allows you to manage your time by scheduling Meetings, Calls andTasks. Users may share their Calendar so they can allow others to view their upcoming activities. Theseactivities will be displayed in the Calendar module given that the User concerned is a participant or thetask has been assigned to them.Calendar ActionsYou can access the Calendar actions from the Calendar module menu drop down or via the Sidebar.The Calendar actions are as follows: • Schedule Meetings – A new form is opened in the Edit View of the Meetings module to allow you to create a new Meeting record. This record will display on the Calendar. • Schedule Calls – A new form is opened in the Edit View of the Call module to allow you to create a new Call record. This record will display on the Calendar. • Create Task – A new form is opened in the Edit View of the Tasks module to allow you to create a new Task record. This record will display on the Calendar. • Today – Redirects you to the Day format of the Calendar for the current day.USER MANUAL 76

CallsThe Calls module in ZGI CRM allows Users to schedule and log a record of inbound and outboundcalls that they may be a participant of.Calls ActionsYou can access the Calls actions from the Calls module menu drop down or via the Sidebar. The Callsactions are as follows: • Log Call – A new form is opened in Edit View to allow you to create a new Call record. • View Calls – Redirects you to the List View for the Calls module. This allows you to search and list Call records. • Import Calls – Redirects you to the Import Wizard for the Calls module. For more information, see Importing Records.To view the full list of fields available when logging a Call, See Calls Field List.Managing Calls • To sort records on the Calls List View, click any column title which is sortable. This will sort the column either ascending or descending. • To search for a Call, see the Search section of this user manual. • To update some or all of the Calls on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual. • To duplicate a Call, you can click the Duplicate button on the Detail View and then save the duplicate record. • To close a Call, click on the 'x' icon on the Calls List View. You can also close a Call by clicking the Close button on the Detail View of a Call. You can also click the Close and CreateUSER MANUAL 77

New button. This will close the Call you are viewing and redirect you to the Edit View to create a new record.• To reschedule a call, you can click the Reschedule button on the Detail View of a Call. For a detailed guide on rescheduling calls, see the Reschedule section of this user manual.• To delete one or multiple Calls, you can select multiple records from the List View and click delete. You can also delete a Call from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Call, click the Call Subject in the List View. This will open the record in Detail View.• To edit the Call details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Calls, see the Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Call record, you can click the View Change Log button on the Call Detail View or Edit View.USER MANUAL 78

MeetingsLike the Calls module, the Meetings module in ZGI CRM allows Users to create a record of anyMeeting that they have been involved in. The Meeting scheduler allows a User to invite attendees,email invitees, set reminders, reschedule and relate to other modules including an Account, Contact,Project and many other Objects. This module has many more helpful functions that assist the User toplan and organise their Meetings.Meetings ActionsYou can access the Meetings actions from the Meetings module menu drop down or via the Sidebar.The Meetings actions are as follows: • Schedule Meeting – A new form is opened in Edit View to allow you to create a new Meeting record. • View Meetings – Redirects you to the List View for the Meetings module. This allows you to search and list Meeting records. • Import Meetings – Redirects you to the Import Wizard for the Meetings module. For more information, see Importing Records.To view the full list of fields available when creating scheduling a Meeting, See Meetings Field List.Managing Meetings • To sort records on the Meetings List View, click any column title which is sortable. This will sort the column either ascending or descending. • To search for a Meeting, see the Search section of this user manual. • To update some or all of the Meetings on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.USER MANUAL 79

• To duplicate a Meeting, you can click the Duplicate button on the Detail View and then save the duplicate record.• To close a Meeting, click on the 'x' icon on the Meetings List View. You can also close a Meeting by clicking the Close button on the Detail View of a Meeting. You can also click the Close and Create New button. This will close the Meeting you are viewing and redirect you to the Edit View to create a new record.• To Reschedule a Meeting, you can click the Reschedule button on the Detail View of a Meeting. For a detailed guide on rescheduling Meetings, see the Reschedule section of this user manual.• To delete one or multiple Meetings, you can select multiple records from the List View and click delete. You can also delete a Meeting from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Meeting, click the Meeting Subject in the List View. This will open the record in Detail View.• To edit the Meeting details, click the Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Meeting, see the Import and Export Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Meeting record, you can click the View Change Log button on the Meeting’s Detail View or Edit View.USER MANUAL 80

Email TemplatesTable of Contents • Overview • Creating an Email Template o Body o Adding Variables o Attachments o Security GroupsOverviewEmail templates are used to send standardized responses and notifications via email. Adding variablesallows you to personalize these communications and include additional relevant information such asorder details.From ZGI CRM 7.9.x onwards, email templates can be viewed, edited and created from the EmailTemplates module which can be found on the ALL menu. Alternatively, templates can be created bythe user directly from the workflow and campaigns modules.The template editor used for creating and editing email templates can be selected in the user profileemail settings. The default setting (Mozaik) is shown in the following screen shots.USER MANUAL 81

There are a number of default System templates which are created on install. These are used to sendout system notifications such as new passwords or case updates. These can be viewed and edited herealongside user-generated templates. Templates created here can also be usedin Workflows and Campaigns for example, as well as for system notifications.Click on a template name to view the template.To edit an existing template, either open the template and select Edit from the Actions menu, or clickthe pencil icon to the left of the template name. Once in Edit mode, the template can be edited in thesame way as creating a template, below.Creating an Email TemplateSelect Create Email Template from the sidebar. This Create view will also appear if you choose tocreate a template from within another module such as Workflows, for example.Select Email, Campaign or System depending on the use for the template. System templates are usedto send system generated notifications such as case updates.USER MANUAL 82

BodyTo add text to the body of the template, click, drag and drop one of the layouts from the selection inthe left-hand pane into the onto the body. You can add as many layout sections as required. Overwritethe demo text by first highlighting it.Adding VariablesTo add a variable, select the appropriate module and field name from the drop-down lists. Thecorresponding variable name will be displayed in the last field.You can either enter this variable manually, or click INSERT to insert the variable at the cursor point.Variables can be added to the subject line as well as the body of the email template.USER MANUAL 83

Attachments Click BROWSE to attach an external file or DOCUMENT to attach a ZGI CRM document to the template. Further items can be attached in the same way. The attached file(s) will be sent to all recipients of the template.Security GroupsRestrict access to a template by selecting a Security Group.USER MANUAL 84

EmailsTable of Contents • Overview o Read Mail o Compose Mail o Import Mail o Delete Mail • Changes To Emails Module o Upgrading o Sync Inbound Emails Accounts ToolThis documentation is for ZGI CRM versions 7.9.x and later. For earlier versions of ZGI CRM,please see Emails-LTS.If you are upgrading from a version of ZGI CRM prior to 7.9.x, please see the Upgrading section ofthis document.OverviewThe Emails module in ZGI CRM allows Users to view, store, compose, send and receive email fromtheir own personal email account or a shared inbox, for example a Support or Sales inbox. Emails canbe imported and associated with a related ZGI CRM record, for example a Contact or an Account.These related emails can then be viewed on the history subpanel of the related record.You will need to set up and have access to at least one personal or group email account in order touse the Emails module. See Personal Email Settings for information on setting up a personal emailaccount. For information on configuring group, bounce handling and the system outbound mailaccounts, please see the Emails section of the Administrator Guide.USER MANUAL 85

The Emails Module can be found on the ALL menu on the top navigation bar. The module opens inList View, showing all the the mail from the default mail account inbox in the main window. The current inbox name is displayed on the button to the top right-hand side of the list view. Use this button to switch between accounts or other monitored folders. Unread emails have a purple highlight. Attachments are indicated by a paperclip. Emails which have been imported into ZGI CRM are indicated by a tick. Emails which have been flagged for follow up are indicated by an exclamation mark.As in other ZGI CRM modules, emails can be sorted by clicking on the column headings. Filter andcolumn selections can also be made in the same way as for other modules.The main actions for the Emails module are contained within the buttons on the Emails toolbar. Hoverover these buttons to see the explanatory tooltip for each function. Bulk Use the Bulk Action dropdown to bulk import mail, to mark mail Action as read/unread or to flag mail for follow up. Multiple emails can be selected in list view using the checkboxes.USER MANUAL 86

Compose Opens the Compose window to create a new message. Mail Shortcut to your user profile where you can edit your user profile Settings email settings. Add and remove accounts and select folders to view here. For personal email accounts, you can check for new mail with this button. Note that for Group email accounts, checking for email is Check done automatically via the Check Inbound Mailboxes Scheduler. For Mail You will need to ensure that your cron settings are correct for the scheduler to run. Please see link for further information on Schedulers. This allows you to select which monitored folder you wish to view. Select If you have more than one account set up, you can also switch Folder between accounts with this button. Expanding an account in the list will show all the monitored folders for the account. Select the required folder.Read MailClick on the subject line of an email to open it in Detail view. Use the Actions menu to reply to,forward or import the email. 87Compose Mail USER MANUAL

Click the Compose Mail button or select Compose from the Sidebar to open a new compose window.Emails can also be composed directly from a ZGI CRM record by clicking the email address on therecord. This will open compose view in the Emails module. For new emails opened in this way,the To: field will be automatically populated and the email will related to the relevant record.If you have opted to use an external email client in your user profile email settings, clicking an emailaddress on a record in ZGI CRM will open a new email in your chosen editor.• Email Template: Select a template if required. See Email Templates for more information on creating and editing email templates. Once you have selected a template, a popup will warn you that the subject line and body of the email will be replaced by the contents of the email template. If you are using a template with variables, these will be populated with the relevant data from the related record when the email is sent. The To: field will also be automatically populated with the email address associated with the related record.USER MANUAL 88

• Related To: To associate the email with a particular record, select the module (e.g. Accounts, Contacts, and Leads) and then click the Search arrow to search for the record. Alternatively, you can begin typing the name into the field and select the relevant record from the auto- complete list which appears. • From: If you have more than one email account configured, select the account from which to send the email. The Reply To and From settings for the selected account are displayed alongside for information. • To: Selecting a related record in the with a valid email address will automatically populate the To: field. Alternatively, the To:, Cc: and Bcc: fields can be populated manually or via the select buttons which appear when you click inside the fields. • Body: If you have configured a signature for this account in your user profile email settings, this will appear automatically in the body of the email.The toolbar at the bottom of the Compose view has the following buttons:Send Mail A confirmation message will appear when the message has been sent.Attach Files Use this button to browse for and attach an external file to the email.Attach Use this button to attach a ZGI CRM Document to the email. Search forDocuments the required Document in the popup and click SELECT to attach it.Save Draft Drafts can be viewed by changing the folder in List view.Discard Discards the draft email without sending.Import MailEmail can be imported into ZGI CRM and associated with a relevant ZGI CRM record (e.g. a contactor account record). This can be very useful in keeping a history of communication with a client, forexample. Emails which have been imported and related to a record in ZGI CRM can be viewed fromthe record’s history subpanel.USER MANUAL 89

Import Single EmailAn individual email can be imported from Detail view. Open the email, and then select Import fromthe Actions dropdown menu.Import One or More EmailsOne or more emails can be imported at the same time from List view.Select the email(s) you wish to import using the checkboxes to the left-hand side of the view.Select Import from the Bulk Action menu.USER MANUAL 90

On importing, a dialog will open allowing you to select which record to relate the email(s) to.First select the module type from the drop-down. Next, use the search arrow button to find and selectthe relevant record, or begin typing the name into the field and select the required record from the auto-complete list. Click the OK button.Note that if you are bulk importing mail, all emails will be related to the record selected here. If youneed to relate mail to different records you will need to import these individually.ZGI CRM can also be configured to automatically import emails for group mail accounts. See GroupEmail Accounts for more information.USER MANUAL 91

Delete MailAs only imported emails are stored in ZGI CRM, only imported email records can be deleted fromthe Emails module.To delete an imported email record, open the email and then select Delete from the Actions menudropdown. Note that this will only delete the ZGI CRM record and not the imap message. To removeemails from the Emails module, you will need to move or delete them using your external mail client.Changes to Emails ModulePrior to version 7.9, ZGI CRM had to synchronize the email headers before users could view them.As of version 7.9, ZGI CRM contacts the email server directly - retrieving only the minimalinformation needed to process an operation. This eliminates the synchronization process andsignificantly reduces amount of email information needed to be stored in the database.Note to developers and administrators: The 'email_cache' table is deprecated in ZGI CRM 7.9.UpgradingIf you are upgrading from a version of ZGI CRM prior to 7.9.x, you will need to use the SyncInbound Email Account Tool on upgrading. This tool will synchronize mail already importedinto ZGI CRM with your current IMAP accounts so that you will not have to synchronize in the future.We recommend taking a backup of your database and instance before upgrading.Sync Inbound Emails Accounts ToolFrom the Admin panel, select Repair and then Sync Inbound Email Accounts.This will display a multiple selection box Mail Account Name listing all of the the active inboundemail accounts (including personal accounts) and a SYNC button.USER MANUAL 92

Select the required accounts from the multiple selection box (use ctrl + click to select more than one) and click SYNC.The page will refresh and list the progression of the tool.The tool goes through all the selected inbound email accounts and updates them to support new featuresin ZGI CRM 7.9 onwards: • Connects to the email server (via IMAP) • Downloads the email header information • Determines the orphaned status of emails • Updates the unique ID for each email • Corrects synchronization problemsIf an error occurs, you can run the tool on the other accounts which are working. The details of anyerrors can be found in the ZGI CRM.log file.USER MANUAL 93

Emails - LTSThe Emails module in ZGI CRM allows Users to view, store, compose, send and receive email fromtheir own personal Email account or a shared inbox, for example a Support or Sales inbox. Emails canbe related to Accounts, Cases, Contacts and many more records in the CRM.Emails ActionsYou can access the Emails actions from the Emails module menu drop down or via the Sidebar. TheEmails actions are as follows: • View My Email – Redirects you to your mailbox so that you can view and manage emails displayed/imported to the CRM. • Create Email Template - A WYSIWYG editor where you can create Emails by dragging and dropping components, inserting variables and amending the plain text. • View Email Templates - Takes you to the List View page of your existing Email Templates. This allows you to search and list Email Template records.To view the full list of fields available for the Emails module, See Emails Field List.USER MANUAL 94

TasksZGI CRM can assist Users with productivity, offering a way to record, relate and assign Tasks and to-do items that require action.Tasks ActionsYou can access the Tasks actions from the Tasks module menu drop down or via the Sidebar. TheTasks actions are as follows: • Create Task – A new form is opened in Edit View to allow you to create a new Task record. • View Tasks – Redirects you to the List View for the Tasks module. This allows you to search and list Task records. • Import Tasks – Redirects you to the Import Wizard for the Tasks module. For more information, see Importing Records.To view the full list of fields available when creating a Task, See Tasks Field List.Managing Tasks • To sort records on the Tasks List View, click any column title which is sortable. This will sort the column either ascending or descending. • To search for a Task, see the Search section of this user manual. • To update some or all of the Task on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual. • To duplicate a Task, you can click the Duplicate button on the Detail View and then save the duplicate record. • To close a Task, click on the 'x' icon on the Tasks List View. You can also close a Meeting by clicking the Close button on the Detail View of a Task. You can also click the Close and CreateUSER MANUAL 95

New button. This will close the Task you are viewing and redirect you to the Edit View to create a new record.• To delete one or multiple Tasks, you can select multiple records from the List View and click delete. You can also delete a Task from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Task, click the Meeting Subject in the List View. This will open the record in Detail View.• To edit the Task details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Tasks, see the Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Task record, you can click the View Change Log button on the Task’s Detail View or Edit View.USER MANUAL 96

NotesThe Notes module in ZGI CRM can be used to keep a record of any comments, observations orexplanations that a User may have relating internally to their organization or relating to another ZGICRM record such as an Account, Contact, Lead or many more. Notes are also used to keep record ofinteractions with Customers regarding Cases and Bugs.Notes ActionsYou can access the Notes actions from the Notes module menu drop down or via the Sidebar. TheNotes actions are as follows: • Create Note or Attachment – A new form is opened in Edit View to allow you to create a new Note record (with attachment). • View Notes – Redirects you to the List View for the Notes module. This allows you to search and list Note records. • Import Notes – Redirects you will be taken to the Import Wizard for the Notes module. For more information, see Importing Records.To view the full list of fields available when creating a Note, See Notes Field List.Managing Notes• To sort records on the Notes List View, click any column title which is sortable. This will sort the column either ascending or descending.• To search for a Note, see the Search section of this user manual.• To update some or all the Notes on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.• To duplicate a Note, you can click the Duplicate button on the Detail View and then save the duplicate record.USER MANUAL 97

• To delete one or multiple Notes, you can select multiple records from the List View and click delete. You can also delete a Note from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.• To view the details of a Note, click the Note Subject in the List View. This will open the record in Detail View.• To edit the Note details, click Edit icon within the List View or click the edit button on the Detail View, make the necessary changes, and click Save.• For a detailed guide on importing and exporting Notes, see the Importing Records and Exporting Records sections of this user manual.• To track all changes to audited fields, in the Note record, you can click the View Change Log button on the Note’s Detail View or Edit View.USER MANUAL 98

DocumentsThe Documents module can be used as a repository for Customer issued or internal files. This contentcan be uploaded, revised and viewed in addition to relating to individual records within ZGI CRM.Documents ActionsYou can access the Documents actions from the Documents module menu drop down or via theSidebar. The Documents actions are as follows: • Create Document – A new form is opened in Edit View to allow you to create a new Document record. • View Documents – Redirects you to the List View for the Documents module. This allows you to search and list Document records.To view the full list of fields available when creating a Document, See Documents Field List.Managing Documents• To sort records on the Documents List View, click any column title which is sortable. This will sort the column either ascending or descending.• To search for a Document, see the Search section of this user manual.• To update some or all the Documents on the List View, use the Mass Update panel as described in the Mass Updating Records section of this user manual.• To duplicate a Document, you can click the Duplicate button on the Detail View and then save the duplicate record.• To delete one or multiple Documents, you can select multiple records from the List View and click delete. You can also delete a Document from the Detail View by clicking the Delete button. For a more detailed guide on deleting records, see the Deleting Records section of this user manual.USER MANUAL 99