• QAD CRM User Guide Change Summary
• Introduction
•  Overview
  • Introduction
  • Sales Management
  • Marketing Management
  • Remote Sales
  • Integration with QAD Enterprise Applications
  • Working With Multiple Domains and Business Units
  •  Integration with Microsoft Exchange Server
    • Configuring Microsoft Outlook
    • Activity Synchronization
    • Contact Synchronization
    • How Contact Synchronization Works
    • Synchronizing Mail
    • Exchange Server Integration with Remote Sales
•  Getting Started
  •  Logging In and Out
    • Logging In
    • Logging Out
  •  Using the User Interface
    • Screen Layout
    • Navigation
    • Toolbar Buttons
  •  Working with Data
    • Common Buttons in Data Screens
    • Common Icons
    • Look-up Tables and Data Validation
  •  Using Common Functions
    • Send Letter
    • Send an E-mail
    • Make a Note
    • Add an Activity
    • Add a Profile
    • Log a Support Issue
  • Using Help
  • Users, User Groups, and Teams
  • Changing Your Password
•  Defining Preferences and Settings
  • Setting General Preferences
  •  Defining Appearance Settings
    • Tab Control
    • Command Bars
    • Task Panel
    • Report Control
    • Shortcut Bar
    • Shortcut Caption
    • Pop-ups
  •  Maintaining Personal Details
    • Recording Personal Details
    • Maintaining Exchange Server Settings
•  Using Tools and Utilities
  • Overview
  • Event Log
  • Calculator
  • Run a Program
• Sales Management
•  Working with Activities, Tasks, and E-mails
  • Overview
  • Working with Views
  • Modifying Activity Settings
  • Managing Activities
  •  Maintaining Activity Types
    • Adding Activities
    • Processing Activities
    • Checking Activity Associations
    • Setting Up Recurrences
  • Managing Tasks
  • Maintaining Tasks
  • Managing Customer Visit Reports
  •  Working with E-mails
    • Sending an E-mail from QAD CRM
    • Synchronizing E-mails
    • Viewing E-mails Transferred to QAD CRM
•  Working with Opportunities
  •  Managing Opportunities
    • Identifying Opportunities
    • Following Up Opportunities
    • Sending Quotes and Negotiating Deals
    • Finalizing Orders
    • Offering Post-Sales Service
  • Opportunity Lifecycle in QAD CRM
  •  Maintaining Opportunities
    • Maintaining Opportunity Lines
  • Managing Role Players
  • Filtering Opportunities
  •  Enterprise Applications Integration Considerations
    • Sending Quotes to Enterprise Applications
    • Sales Quotation Template Record
    • Sending Sales Orders to Enterprise Applications
    • Receiving Sales Quotes and Sales Orders from Enterprise Applications
    • Deleting Sales Quote Lines in QAD CRM
    • Differences for the Enterprise Edition
•  Working with Profiles and Contacts
  • Overview
  •  Searching Profiles and Contacts
    • Searching Profiles and Contacts Using Keyboard Inputs
  •  Working with Profiles
    • Adding Profiles
    • Maintaining Profiles
    • Attaching Profiles to Nodes
    • Sending Profiles to Campaign
    • Copying Address Label to Clipboard
    • Viewing Reports
    • Sending to QAD ERP
    • Viewing the Customer Console
  • Filtering Profile Records
  •  Maintaining Profile Relationships
    • Maintaining Hierarchies
  • Working with Contacts
  •  Maintaining Contact Details
    • Adding Contacts
    • Copying Contacts
    • Filtering Contacts
    • Printing Mail Labels
    • Sending Contacts to Campaigns
  •  Synchronizing Contacts
    • Synchronizing QAD CRM contacts to Microsoft Outlook
    • Synchronizing Microsoft Outlook contacts to QAD CRM
  •  Enterprise Applications Integration Considerations
    • Sending Customer Profiles to Enterprise Applications
    • Customer Template Records
    • Differences for the Enterprise Edition
•  Maintaining Currencies
  • Overview
  • Maintaining Currencies
  • Maintaining Exchange Rates
•  Customer Console
  • Overview
  •  Working with the Customer Console
    • Customer Console Search Criteria
    • Customer Console Search Results
  • Using the Go To Option
  • Managing Data Using QAD ERP
•  Maintaining Products
  • Overview
  • Maintaining Products
  • Maintaining Product Lines
  • Maintaining Unit of Measure Codes
•  Using Reports
  • Overview
  •  Using the Reports module
    • Understanding Report Types
    • Running Reports
    • Viewing Reports
    • Saving Reports
  • Maintaining Report Category Details
  •  Using Standard Reports
    • Filtering Standard Reports
  • Adding External Reports
  • Creating Browser Reports
  • Using the Report Writer
  • Maintaining Your Dashboard
  • Managing Output Channels
•  Maintaining the Dashboard
  • Overview
  • Using the Dashboard
  •  Defining New Dashboards
    • Adding Dashboard Components
•  Working with Scripts
  • Overview
  •  Maintaining Scripts
    • Creating Scripts
    • Creating Sections and Subsections
    • Adding Questions to Scripts
  • Attaching Scripts to Targets
  • Processing Scripts
  • Analyzing Script Responses
• Marketing Management
•  Maintaining Marketing Campaigns
  • Overview
  • Understanding Marketing Campaigns
  •  Planning Marketing Campaigns
    • Adding Campaign Templates
    • Copying Campaigns and Templates
  •  Processing Marketing Campaigns
    • Adding Campaign Stages
    • Adding Stage Activities
  • Managing Media Sources
  • Filtering Campaign Records
•  Maintaining Contact Mailing Preferences
  • Overview
  • Contact Mailing Preferences Workflow
  • Defining an Inclusion List
  • Defining an Exclusion List
  • Building a Target List Using Search Criteria
• Customer Service
•  Managing Customer Service Issues
  •  Overview
    • Prerequisites
  • Maintaining Service Issue Status
  • Viewing Customer Service Issues
  • Defining Issue Details
  • Filtering Issues
•  Managing Service Contracts and Quotes
  • Overview
  • Maintaining Service Contract Quotes
  • Maintaining Service Contracts
•  Working with the Installed Base
  • Overview
  • Maintaining Your Installed Base
• Managing Service Queues
•  Maintaining CSRs
  • Overview
  • Defining a CSR
•  Defining Customer Service Settings
  • Overview
  • Defining Issue Settings
  • Defining Service Contract Settings
• Product Information Resources