Configuring Modules |
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The Configure Module feature enables you to modify and configure a variety of information and capabilities in many of the ConcourseSuite modules. Clicking Configure Modules on the Admin page displays the Configure Module page, as shown in Figure 1.
Figure 1 Configuring Modules The capabilities currently provided by this module are:
Creating Custom Folders and Fields This module enables you to create and use folders. Folders help you extend the database, and hence the functionality of ConcourseSuite without any programming. Folders provide interactive forms in which you can store information for later viewing, export, or reporting. On clicking Accounts on the Configure Modules page, the page displayed in Figure 2 is displayed. To create a new folder in the Accounts module, click Configure Modules and select Accounts. Click the Custom Folders and Fields link.
Figure 2 Configuration Options for Accounts Note: To create folders accessible to all modules, click Configure Modules and select Global Folders, as shown in Figure 4 (Managing Portal Roles). Click the Custom Folders and Fields link. The steps to create folders are similar to creating folders in the Accounts module. The page displayed may contain some folders already created, as shown in Figure 3. Click Add a Folder to this Module to create a new folder.
Figure 3 Existing Custom Folders The resulting page enables you to name the folder and select any/all of the following options, as shown in Figure 4:
Figure 4 Adding a New Folder to Module
If you have stored demographic data, you cannot have multiple records. If you have stored a record of faxes received from a customer, then you can select this option.
You can select this if ConcourseSuite is importing data from another application at regular intervals. You might want users to view the data, but not modify the same.
Do not select this option if you are using a folder for brainstorming and do not want other users to view it until you have finished. To edit information from a folder, click the folder name, or the Edit link to the left of folder name, as shown in Figure 5. You can move a folder or delete it.
Figure 5 Folder Details Clicking a folder name displays the Folder page, as shown in Figure 5. Folders enable you to build logical grouping of data fields. Add a group by clicking Add a Group for this Folder. The New Group page is displayed, as shown in Figure 6. Enter the name of the group and click Save.
Figure 6 The New Group Page The page refreshes and the group you created is displayed, as shown in Figure 7, wherein you can edit, delete, and add custom fields. This page displays the name of the created group.
Figure 7 The Folder Page Displaying the New Group Click Add a Custom Field, and the page that enables you to add a custom field is displayed, as shown in Figure 8. Fields that have a red asterisk next to them represent mandatory fields. You may create any custom field for other information. The Additional Text to Display field is optional and may be used to enter some additional information. Select the Required at Data Entry option if you require this field and want it to be displayed as Enabled. Clicking Save displays the folders with new fields that you have just created.
Figure 8 Adding Custom Field You can edit the field using the options, as shown in Figure 9.
Figure 9 Editing Fields The settings for Dashboards that are available in different modules can be configured using the Dashboards option. One or more roles can be given access to the Dashboards page in different modules. For example, if you want to configure the dashboard settings for the Accounts module, click Accounts on the Configure Modules page, as shown in Figure 10.
Figure 10 The Configure Modules Page The Accounts page is displayed, as shown in Figure 11.
Figure 11 Configuring Accounts Click Dashboards. The Dashboards page is displayed, as shown in Figure 12. To add a new dashboard, click Add Dashboard.
Figure 12 Accessing the Dashboards Page The Add Dashboard page is displayed, as shown in Figure 13.
Figure 13 Adding Dashboards Enter the relevant details and click Save to save the dashboard. When you click
When you click Configure, the page displayed, as shown in Figure 14, contains two options Row and Column with action icons. When you click
Figure 14 Configuring Settings for the Dashboards The default selected portlet is HTML Content. Click Edit Portlet to make changes to the portlet, as shown in Figure 15.
Figure 15 Editing Portlets This page enables you to edit:
Click Save to commit the changes or Cancel to abort changes. Click Replace Portlet to replace the portlet. You can select a portlet, as shown in Figure 16.
Figure 16 Choosing a New Portlet The types of portlets available vary from one module to another. The common types of portlets are:
Folder Selecting the Folder option displays the Configure the portlet properties for Folder page, as shown in Figure 17.
Figure 17 Figure 17 Configuring the Portlet Properties for Folder The options that can be configured on this page are:
Folder Graph Selecting the Folder Graph option displays the Configure the portlet properties for Folder Graph page, as shown in Figure 18.
Figure 18 Configuring the Portlet Properties for Folder Graph A Folder Graph provides the capability to display graphical views of records in a Global Folder. The options that can be configured are:
Figure 19 Specifying Parameters for Minor Axis
However, the graph does not displays data if the global folder it refers to does not have any records. Spreadsheet Portlet Selecting the Spreadsheet option displays the Configure the portlet properties for Spreadsheet page, as shown in Figure 20.
Figure 20 Configuring the Portlet Properties for Spreadsheet The Spreadsheet portlet provides the capability to display a spreadsheet of text and numbers. It enables you to pull records from Global Folders and perform spread sheet like formula on it (for example, =a1, =SUM(a,a2), = SUM(a1:a10)). The options that can be configured are:
Action plans in the Accounts module are created from generic templates. Action Plan Editor enables you to create these generic action plan templates that can be used in the Accounts module. To create a sample action plan template, click Configure Modules, and select Accounts. Click Action Plan Editor and select Edit from the page, as shown in Figure 21.
Figure 21 Edit Action Plans Related to Accounts You can:
Clicking Configure Categories displays a pop-up window enabling you to edit the action plan categories. For more details, refer to Organizing Help Desk Categories. The action plan templates list provides an overview of the action plans and the number of instances that have been created for the template, as shown in Figure 22. Click Add Action Plan.
Figure 22 List of Action Plan Templates The Add Action Plan page is displayed, as shown in Figure 23. Enter a name and description of the action plan template. When creating an action plan, do not approve it before completely editing the phases and steps of the plan. Approved action plan templates are readily available in the Accounts module to create action plans. Specify the category for the plan, if you have created action plan categories. Click Save to commit the changes.
Figure 23 Add Action Plan Template The details page of the Action Plan Template is displayed. An action plan template consists of one or more phases each with one or more steps. Each phase is executed in a sequence from top to bottom. To add a new phase, click Add a Phase. This displays a form to add the phase information, as shown in Figure 24.
Figure 24 The Action Plan Templates Details Page The fields to be entered in the form are:
This information is not displayed in the action plan instances.
The sequence of steps in this phase does not matter. All steps of the phase have to be completed to proceed to the next phase.
There can only be one global phase per template. Click Save to add the phase to the action plan template. The phase is displayed on the Action Plan Details page. The following options are available for the phase:
It is valid for non-global phases.
It is valid for non-global phases.
If instances of the action plan template already exist, the phase cannot be deleted. To add a step to this phase, click Add Step, as shown in Figure 25.
Figure 25 Add Step on the Action Plan Template Details Page The fields to be entered in this form are:
Several such options are included for action plan templates.
This time period is not enforced as a constraint.
The options available are:
This option enables you to select a specific group for the step at the time of creation, but the User Group option for Ticket Action Plans enables the ticket’s user group to complete the step.
This option is similar to the user assigned to the plan.
You can complete this step and skip all other steps before it. This option must be used only for steps whose completion makes all previous steps, which were not completed, invalid. This option is not available for steps of the Global Phase. Enter the information for the step and click Save to add the step at the end of the phase for the action plan template. A sample action plan is shown in Figure 26.
Figure 26 A Sample Action Plan Templates Detail Page Consider a sample action plan Sales Tracking, as shown in Figure 27.
Figure 27 Viewing a Sample Action Plan The following options are available for the steps in this action plan:
Figure 28 Modifying Action Steps
If instances of the action plan already exist in the Accounts module, the step cannot be deleted. On completing the phases and steps of the action plan template, it can be set as Approved from the list page. You can access the action plan template from the Accounts module to create action plans. Modifying Lookup Lists You can modify most of the options in the ConcourseSuite modules by clicking the Lookup Lists link. This displays the lookup lists that can be configured for that module, with options to preview and edit the lists. The options available for the Accounts module are shown in Figure 29.
Figure 29 Account Lookup Lists The Edit List screen displays a blank field on the left with an Add tab, as shown in Figure 30. It also displays a list of current values with tabs to perform the following tasks:
Figure 30 Editing a Lookup List To perform any task, select an entry and click one of the tabs. To add a new entry, enter its name in the New Option field, and click Add. Consider another example, the Accounts module. The options available for the Accounts module are shown in Figure 31.
Figure 31 Viewing the Options - Accounts Module To configure the options for Contact Stage, click Edit beside Contact Stage, as shown in Figure 32.
Figure 32 Accessing the Edit List The Edit List is displayed, as shown in Figure 32. You can add new options by specifying the option in the New Option field and click Add. To rename the existing options, click Rename. Click Remove to remove an option. You can sort the options using the Sort button or rearrange their position on the screen using the Up and Down buttons. Click Save to commit the changes or click Cancel to abort the changes. You must pay attention to the initial configuration of the lookup lists to get the lists right. The lookup lists are used in Reports and Communications to aid you in classifying your data. Adding Custom Tabs In some modules, apart from the default tabs, you can add additional tabs to group additional information. These modules are:
Custom tabs enable you to view additional details about accounts, campaigns, contacts, leads, and so on. For example, on the Account Details page, you can see the following tabs:
Consider a scenario wherein you want to add a tab called Client Visit Details to keep a track of the client visits to your organization. For this purpose, you can create the custom tab, Client Visit Details, in the Admin module. To add a custom tab:
The Configure Modules page with all the modules listed is displayed, as shown in Figure 33.
Figure 33 Configure Modules
The Accounts page is displayed.
The Custom Tabs page is displayed, as shown in Figure 34.
Figure 34 The Custom Tabs Page
The Add Custom Tab page is displayed, as shown in Figure 35.
Figure 35 The Add Custom Tab Page
You can specify the container menu of the tab in the Container Menu field.
The Custom Tabs page is displayed, as shown in Figure 36.
Figure 36 Viewing the Custom Tab Clicking
Configuring Custom Tabs To display desired information on the custom tab you must configure it. To configure the Client Visit Details tab in the Accounts module, you must add a table to add the following details:
To configure the Client Visit Details tab, you must first:
For more details, refer to Creating Custom Folders and Fields.
To configure a custom tab:
A blank page showing the Row and Column options to configure the tab is displayed, as shown in Figure 37.
Figure 37 Configuring Custom Tab
Figure 38 Selecting Portlet for the Custom Tab The following portlet options are displayed, as shown in Figure 38:
Note: To create a graph using the Folder Graph option, you must add a Date field in the folder created using the Global Folder option. Only the Date field can be used as the Major Axis Field for the graph.
In addition to these portlets, the following portlet options are available in the Leads module:
The Configure the Portlet Properties for Folder page is displayed, as shown in Figure 39.
Figure 39 Configuring the Portlet Properties for Folder
The fields available in the selected folder are displayed, as shown in Figure 40.
Figure 40 Selecting Fields from the Folder
The folder fields are selected and displayed on the Configure the Portlet Properties for Folder page, as shown in Figure 41.
Figure 41 Viewing the Selected Fields
The custom tab is configured and you can add records to the folder by clicking Add Folder Record shown in Figure 42.
Figure 42 Viewing the Custom Tab After Configuring
The Client Visit Details tab is shown at the bottom of the default tabs, as shown in Figure 43.
Figure 43 Viewing the Custom Tab in the Accounts Module
The Client Visit Details page is displayed, as shown in Figure 44.
Figure 44 The Client Visit Details Page
The selected folder fields are displayed, as shown in Figure 45.
Figure 45 Adding Records in the Folder
Figure 46 Viewing the Added Record Clicking
Accessing Sites/Territories The site feature enables secure management of accounts and users into several sites/territories. The users of each site can access information of that specific site only. They are restricted from accessing information from other sites. The main None site users can manage all other site information, such as accounts, contacts, and users. The site lookup list is blank by default. With no entries in the site lookup list, all accounts and users belong to the None site. You can create new sites by editing the lookup list. Accounts or users can be added to any one of the sites in the list, or the None site. The users of site ’A’ can never be the manager of the users of another site ’B’, or the None site. The None site users can be managers of users belonging to several sites. Caution: The application enforces a strict security policy regarding sites. Organizing Asset Categories The Contracts and Assets tabs in the Accounts module help you in providing contracted maintenance, support, or recurring payments on goods or services under contract. For more details, refer to Managing Accounts. Assets refer to hardware and software, and contracts refer to the legal agreements about assets that you have with vendors or customers. The assets are generally physical items, such as computers, telephones, or automobiles. The assets can also be service oriented, such as software. An asset can be covered by a contract, but it is not mandatory. The main Assets page in Admin is shown in Figure 47.
Figure 47 Configuration Options for Assets The Admin module has the following configurable options for Assets:
To manage asset categories, click the Categories link, and select Edit beside Asset Categories, as shown in Figure 48.
Figure 48 Asset Categories The Active Categories page is displayed, as shown in Figure 49. This page is an interactive editor that helps you define and modify levels of Asset Categories. Depending on your installation, the levels may be ready for you to enter definitions. All categories are unique to their site/territory. You can view the categories of a site by selecting the site from the drop-down list of sites on top of the page. The following tabs at the top of the editor window are displayed:
In Active Categories, you can view the settings that are currently defined for the specific site. Selecting the Draft Categories displays an editor that resembles the Active Categories, except for the Edit tabs in each level column. Draft Categories can be edited for different sites.
Figure 49 Asset Category Editor - Active Categories This tab enables you to edit the selections in each column, as shown in Figure 50.
Figure 50 Asset Category Editor - Draft Categories After editing the levels and values, click Save in the Editor page. Click Activate in the Draft Categories page to confirm the modifications. This displays the Active Categories page with all the modifications applied. You can classify assets using the categories you defined. Organizing your assets helps you to query the Help Desk or Account Asset sections with detailed reports later on. Custom folders and fields, lookup lists, and categories are common to many of the configurable modules. Organizing Help Desk Categories The Help Desk module enables you to classify customer or internal issues. For more details, refer to Understanding Communications. Click Configure Modules on the Admin page, and select Help Desk. The Help Desk main page is displayed, as shown in Figure 51.
Figure 51 The Help Desk Main Page Click Categories and select Edit Ticket Categories. You can edit the categories as you did in Assets. The issue description, categorization, and solution information are stored in a database. You can use this database to operate the Knowledge Base in the Help Desk module. If the problem is categorized and the solution is well-documented, you can use a category page to search for the solution to a problem. Ticket Categorization can also be used for ticket assignment and action plan selection in the ticket Add and Modify pages. Click Assignment for ticket assignment. You must enter the following fields, as shown in Figure 52:
Figure 52 Help Desk Categories and Ticket Assignment Configuring the Object Events and Scheduled Events The Admin page provides the following configuration options for a help desk:
Figure 53 Object Events
Figure 54 Scheduled Events Object Events and Scheduled Events are a set of workflow rules activated by actions in the system. Click Object Events to view the details page, as shown in Figure 54. In Object Events, the workflow is activated when a ticket is entered or closed. The Process Details page, which enables you to insert a ticket object is shown in Figure 55.
Figure 55 Insert Ticket Object Note: In both the options, you can hide or show the parameters. The pages displayed when parameters are shown or hidden, are shown in Figure 54 and Figure 55.
Figure 56 Ticket Change Notification: Parameters Shown
Figure 57 Ticket Change Notification: Parameters Hidden Click Scheduled Events to view the details page, as shown in Figure 54. In Scheduled Events, workflows are activated by timing, for example, every hour or every day. The Scheduled Events page with global parameters displayed, as shown in Figure 58.
Figure 58 Scheduled Event: Global Parameters Shown Configuring the Product Catalog The Admin section provides a web-based interface to configure and manage your company's Product Catalog.
Figure 59 The Product Catalog Main Page The feature available in Product Catalog is Lookup Lists to configure lookup-lists. |